Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
ON
(MANIPAL)
2013-2015
BONAFIED CERTIFICATE
This is to certify that the Management Project titled Customer Satisfaction Level of USHA
FANS submitted by Anurag Sharma Roll No. 1308009514, during Semester IV of the MBA
Program (The Class of 2013) embodies original work done by him/her.
SIGNATURE
(External Examiner)
SIGNATURE
SIGNATURE
(External Examiner)
SIGNATURE
FACULTY IN CHARGE
Ms. Samina Sadiq
ACKNOWLEDGEMENT
I would like to thank Customer Satisfaction Level of USHA FANS . for giving me the
opportunity to do the project with them. Thanks to Mr. Raj Chopra C.M.D. and my project
guide who were a very helpful & informative person to work under. For their continuous
supervision and direction, I am very grateful for them.
I thank to Ms. Samina Sadiq who is guide me for making this project, and not only has this
project helped me in learning about Management Services but also enlightened me on the overall
aspects of Customer Satisfaction.
Date
Anurag Sharma
Place Lucknow
1308009514
DECLARATION
I hereby declare that the project report entitled Customer Satisfaction Level of USHA
FANS is a work undertaken by me for Usha International Ltd. during the academic year
2013-2013 and submitted to the Sikkim Manipal University partial fulfillment of Master of
Business Administration (MBA) taking Marketing as my specialization.
It is also an Original and bonafied work undertaken by me in partial fulfillment of the
Requirement of Master of Business Administration (MBA) , UGC
The result embodied in this dissertation has not been submitted to any other University or
Institute for any award of degree or diploma, and this is a result of my own effort and that has not
been copied from any one.
Date
Place Lucknow
Anurag Sharma
1308009514
STRENGHS
Trust of People
Usha International Ltd. is the market leader for more than two decade.
WEAKNESSES
OPPORTUNITIES
Already a market leader so great opportunity to be the king of market in every stage of
industry
THREATS
To the market share, as many big names are coming in the industry
COMPANY PRODUCT
The company offers a portfolio of 13 brands, ranging from the peoples car Maruti 800 to the
stylish hatch back, Swift, SX4 sedan and luxury sport utility Fans (SUV), Grand Vitara. More
than half the cars sold in India wear a Usha Fans badge. As per the classification by the society
of Indian Automobile manufacturers (SIAM), Usha Fans models are categorized under the
following heads:
A1 Segment (up to 3400 mm)
: Maruti 800
A2 Segment (3400 mm to 4000 mm): Alto, Estilo, WagonR, A-star, Ritz, Swift
A3 Segment (4000mm to 4500 mm): Dzire & SX4
Multy utility Fans (MUA) Segment: Gypsy & Grand Vitara
Multi Purpose Fans (MPV) Segment: Omni & Versa
(1)Maruti 800 -change your life: - Maruti 800 has gone beyond just being a car
by the 24 hr endurance record set by covering 3,082 kms in 24 hrs at an average speed of 128
kmph.
(3)Dzire-The heart car: - A car that has everything you ever desired; striking looks, l
luxurious interiors & enough power to capture your heart just slide
in the DZire & take it for a spin, its sure to steal many a heart, beginning with yours.
(4) SX4- Men are back:- Revolutionary European design ,world class drive by wire
takes
Vitara model first hit the road in Japan in 1988 as a 3-door part time four wheel drive (4WD). In
its second avatar, the Vitara came armed with a stylish design, superior engineering and a new
name, the Grand Vitara. Launched in India on 1st July, 2009
(6) VERSA The joy of travelling together:- Experience the joy of travelling together. Equipped
with
twin ACs, large sliding doors and flexible seating, the Versa
encourages family and friend to enjoy long drives and getaways together. In spite of being so
spacious, its design allows for easy maneuverability in the city.
(7) SWIFT You are the fuel: A new kind of computer car ,one thats based on a fresh approach
to design
passenger experience that places it in a class of its own and has true worldwide appeal.
Cargo,
needs across different user segments & can double up both as a people carrier and a goods
carrier .it is easy on the pocket, yet tough on the job.
(9) WAGONR-For the smarter race:- Drive with complete peace of mind .The world class
safety
Wearing new vibrant colors, the new WagonR is full of freshness and energy to keep you charged
up and always ready to go.
(10) GYPSY KING There is a Gypsy in everyone:- With superb maneuverability,
maneuverability,
sleek yet rugged frame, the Gypsy King is the real adventure MUV ,whether ploughing through
the dirk tracks, climbing formidable terrain or making way through the city traffic .Usha Fans is
proud to support the operations of our countrys defense services with the tailor made Gypsy
King .Gypsy has proved its mettle during defense operation in the Himalayas and Thar desert.
(11)ESTILO*-Take a fresh view of life:- The all new ESTILO is a new landmark in terms of
design
and technology, with its all new aerodynamic design , Estilo sets
the benchmark and makes each drive a fresh new experience .Complementing its stylish looks
are new ,classy and elegant interiors that redefine comfort .Whats more ,the all new Estilo with
its advance K-series engine gives you incredible power each time you turn on the
ignition.*Launched in August,2009
(12) A-STAR- Stop @ Nothing:- Designed to perfection ,driven only to succeed ,A-Star has
taken over the world. Made in India to meet European standards, the car symbolizes the
beginning
,Powered by the latest state of-art ,light weight K-series petrol engine, it has the best in class
pick-up and segment beating mileage of 19.59 kmpl. It is expected to many European and NonEuropean countries under the brand name of Suzuki alto and Suzuki Celerio respectively. As
tested by Automotive Research Association of India (ARAI),Pune ,Indias premier automotive
research agency.
(13) RITZ*-live the moment:- The Ritz combines modern European design, the sportiness of the
swift,
acclaimed expertise in compact cars, Ritz is an exceptional blend of modern design &
practicality .The interior of the car are smartly styled providing a very comfortable space to all
the people in the cabin .The K12M petrol engine and 1.3 liter DDiS diesel engine powering the
Ritz are supremely refined & silent with best in class fuel efficiency.*launched on 15th
May,2009.
PRODUCT PROFILE
The all-new Usha Fans Swift is fully loaded with a range of exciting new features. It's a
perfect complement to your evolved tastes and lifestyle. And the best way to take your
driving pleasure to a brand-new high European Styling. Japanese Engineering Dream-Like
Handling.
The new Swift is a generation different from Suzuki design. Styled with a clear sense of
muscularity, its one-and-a-half box, aggressive form makes for a look of stability, a sense that it
is packed with energy and ready to deliver a dynamic drive. Its solid look is complemented by an
equally rooted road presence and class defining ride quality. New chassis systems allow for the
front suspension lower arms, steering, and gearbox and rear engine mounting to be attached to a
suspension frame. You get lower road noise and a greater feeling of stability as you sail over our
roads with feather-touch ease.
Reviews of swift
Car India
The Swift has more than its fair share of silicon livery under its hoodThis intricate network of
processors controls everything on the Swift.
Auto India
The Swift is really peppy in city traffic/conditions The torque comes into action in truly linear
motion.
Car India
Average mileage of 15.6 kmpl.
Auto India
Unlike other hatchbacks on the road, this one also boasts an Automatic Climate Control System
You just set the specific temperature you want, and leave the rest to the system.
Car India
The suspension is tuned to be taut and sporty. This means that handling and feedbackare
brilliant.
Car India
The Swift leads the charge in the occupant safety stakes by being the first hatchback in the country
to have front air bags in its specification sheet.
What? You worry? We wouldnt want that. So we got an over-protective bunch of detailobsessed engineers to pack the Swift with preservatives. Like a highly crashworthy structure that
keeps you safe. A collapsible steering column Front seatbelt pre-tensioners with load limiters,
and energy absorbing trim all around.
Active safety technologies include dual front airbags*, Antilock Braking (ABS)* with Electronic
Brake-force Distribution (EBD)* and a brake-assist function, that minimize driving hazards. All
of these make the Swift amongst the safest set of wheels on the road today. And you can be sure
thats not by accident.
ON COLLISION, NO IMPACT
Extra security for the car is provided by iCATs, which make the car theft-proof. Hi-tech features
like a built-in RF Transponder in the key and an electronic authentication systemadd up to
peace of mind.
EYES ON THE ROAD. LIGHT ALSO
Headlamp leveling allows four levels of beam adjustment, depending on how packed your car is.
It ensures optimum visibility for the driver and glare-less driving for oncoming Fanss.
The Swifts Antilock Braking System, together with Electronic Brake-force Distribution, allows
you to maintain directional control over the wheels in the event of sudden braking. The Antilock
System prevents the car from veering off the road.
DDIS
1.3L DDiS Diesel Engine
Efficient combustion.
Higher torque.
Cleaner emission.
Optimized NVH.
Improves breathing.
Cleaner emissions.
Cleaner emissions.
Minimum noise.
Environmentally friendly
Easy to maintain.
AUTO TEMP
Automatic Climate Control
Great Performer - at 85 ps @ 6000 rpm and 113 Nm @ 4500 rpm, the new engine has
improved compression ratios and delivers better initial and passing acceleration in city
driving conditions for zippier overtaking.
Highly Fuel-Efficient - the 16-valve lightweight DOHC engine reduces friction and
improves durability and fuel economy to be best-in-class at 17.94 kmpl**
More Comfortable Drives - A more silent engine with reduced vibrations. Lower NVH
(noise, vibrations and harshness) provide an enhanced drive feel with lesser driver
fatigue.
Low Maintenance Cost The new K-Series engine means longer oil change intervals
and
improved
spark
plug
life.
RBSS
ALLY BASED SUSPENTION SYSTEM
Slightly European, Somewhat Japanese, And sinfully good looking, Not only a generation
different from Suzuki design, but also the shape of things to come.
When we put together the new Usha Fans Swift, we made sure we did nothing we had ever done
before. We wanted to build a car that made car-makers whack their designers and say, Why
didnt we think of that?
So we did. And gave you a car thats more spacious, more user-friendly, more refine, more eyecatching. A compact car that makes all others looks like Mamas boys. Its cheeky. Chic, Radical.
Chunky Pumped-up Chiseled, Tantalizing. Haughty Impatient, Manic. Its you
The Swift announces its presence. This stance allows the Swift to hug the road for classdefining handling. It also makes a roomy interior.
NEVER IN DRAG
Aerodynamic front air dam, Airflow-smoothing door mirrors. Spoiler-type tailgate. All reduce
drag and wind noise. It cuts like a knife.
BUTT, SERIOUSLY
A curvy, oh-so-wide bumper, Shapely hatch, Lamps that extend from the shoulder lines. Makes
Everything looks packed-in.
ADVANCED P-EPS STEERING
Provides more assist, reduces cabin noise and aids fuel efficiency.
Get into your most comfortable driving position. Reach the pedals without cramping. A 35mm
height adjustment and a 240mm fore-aft slide range are at your service*.
HANDLE WITHOUT CARE
A strong underbody structure. Class-defining body rigidity. And cutting-edge suspension. All
allow you to handle the Swift with feather-touch ease. Letting you cruise over Indian roads in
comfort.
LOVE, SEAT.
Theres so much pleasure here, its almost hedonistic. Seats you can adjust so you can travel in
style and luxury. A glasshouse cabin that wraps around you, So you can interact better with the
dash, knobs, panels and the whole car!
An easy-on-the-eye instrument cluster, A mobike-style tachometer. An illuminated-ring
speedometer, for better visibility as you cover miles, A three-spoke steering. A spherical shift
knob. Its sporty all over. And so the outside doesnt get inside, there are as many as 17 noisereducing features. An invisible Do Not Disturb sign to the world outside.
SHIFT WITH PLEASURE.
An updated short-stroke design, with enhanced shift linkages, gives you a firm, quick shift feel.
THE SWIFT CABIN WRAPS AROUND YOU
So its easier to touch. Feel, And get superb all-round visibility Coupled with a smooth driving
experience.
OPEN WIDE
The boot accommodates plenty. So when you drive up into the mountains, bring the mountains
back.
PUT IT HERE
For all that you can remember and everything you cant. Even your little dark secrets.
OPEN HATCH EASILY.
An electronic tailgate opener is ideal when your hands are full with her luggage. Or maybe just
her.
XXXL
Its a car that becomes a party table. A deck chair, A giant shopping basket, A delivery truck. Or a
comfortable bed for two, Perfect to shack-up in, during those long drives.
Diesel Technology
SUPERIOR TECHNOLOGY
The DDiS engine has won the International Engine of the Year Award*
in Europe. DDiS is the superior Common Rail Direct Injection
Technology that powers Maruti Swift Diesel.
This future-ready engine is highly compact and incredibly fuel efficient.
It is the lightest engine in its segment*, generates a class beating 190 Nm of torque and has an
amazing power of 75 BHP for a superior drive. This refined engine is the first in India# to have a
5 Step Multi Injection Technology for smoother running, low noise and cleaner exhaust. It is
perfect both for city and highway driving.
SUPERB PERFORMANCE
This next generation DDiS engine has a 16 valve cylinder head for more power and higher engine
response leading to a smoother ride.
It boasts of a combination of Turbocharger and Intercooler for high performance. It has Double
Over Head Camshaft (DOHC) for precise control of valves - another first that delivers better fuel
efficiency.
It is the only engine with a Chain Drive Timing System, which is maintenance-free for the entire
life of the engine.
It is a compact, light-weight and refined engine with an Aluminum Bed Plate to ensure low noise
and vibration.
ENVIRONMENT FRIENDLY
The combination of a 16 valve cylinder head and a 5 Step Multi Injection System gives efficient
combustion leading to cleaner emissions.
#In A2 diesel segment
Silent
Minimum Vibration
Class Beating Power
Environment Friendly
Great Mileage
Maintenance Free
Table shows that the Usha Fans has larger number of variety in the segment A&B so the
sales must be good in these segments. But it is lacking behind its competitors in segment C,
D&E
SNO.
BRAND
VARIANTS
PRICE
IN
HYDERABAD
MT
1749373
GRAND VITARA
AT
1884001
MARUTI SX4
VXI
708761
ZXI MT
819964
ZXI
852542
LDI
567142
ZDI
701497
VDI
616336
LXI
478426
ZXI
625207
SWIFT DEZIRE
10
11
SWIFT
WAGON R
GYPSY
OMNI
MARUTI 800
ESTILO
EECO
A STAR
VXI
530429
VXI
475899
LXI
422544
ZXI
539147
LDI
492643
VDI
548773
LX
338670
LXI
363399
LX Duo
350286
VXI
387197
VXI ABS
418492
ST(Soft Tob)
532537
HT(Hard Tob)
551711
Cargo
214324
Cargo LPG
209160
5 Seater
244002
STD MPI
193568
A/C MTI
215880
LXI
357144
VXI
413577
LX
331162
7 STR
306248
5 STR
282028
318225
LXI
358970
12
13
RITZ
ALTO
ZXI
424185
VXI
386894
IDI
482794
VDI
537236
LXI
404557
ZXI
500723
VXI
436478
STANDERD
231099
LXI
280648
LX
263036
PRICE OF SWIFT
In Hyderabad
Variant
4,22,545
4,56,164
4,75,899
4,91,128
4,92,644
5,29,809
5,39,148
5,48,774
if the Swift had no engine, people would buy it and thats because of its outrageous
concept-car looks.
The Getz scores highly on practicality: it is spacious, comfortable, has a good boot and many
user-friendly touches.
USHA FANS SWIFT
List price (ex-showroom, Hyderabad) Rs 4.04-5.07 lakh
Top speed 174kph
0-60kph 5.22sec
0-100kph 12.29sec
Kpl 13.85 (overall)
For Styling, value for money
Against Small boot and rear seat
HYUNDAI GETZ
List price (ex-showroom, Hyderabad) Rs 4.74-5.36 lakh
Top speed 144kph
0-60kph 5.61sec
0-100kph 14.47sec
Kpl 12.45(overall)
For Space and practicality
Against Interior quality
Pioneers always have it tough: people called Columbus mad, called Darwin a heretic, called
Hyundai forgetful for leaving out the boot on the Getz. Hyundai has been pulling its hair out
trying to get people to notice a car good enough to be our Car of the Year 2005 and hasn't had
that much success, primarily because it was the first of a kind, the Rs 5.0 lakh car without a
boot.
Hyundais tried extolling the car's virtues: its neither-too-big-nor-too-small size, its space and
practicality, its refinement and sophistication, but sales remained lukewarm. Then, along came
Maruti with the jazzy little Swift, and got 21,000 bookings within a week. And then it hiked the
price.
FUEL EFFICIENCY
LONG-LEGGED
SWIFT
MUCH
MORE
FRUGAL
In many of our luxury car tests, we say efficiency figures aren't too big a deal; here, however,
they mean everything. And no question about it, the Swift is always about 1.5kpl better than the
Getz in every environment, partly due to the longer gearing. For the Getz's 10.4kpl in the city,
the Swift returns 11.5kpl; for 14.5kpl on the highway from the Hyundai, the Maruti gives 16.2.
TECHNICAL SPECIFICATION
Layout
ENGINE
MARUTI SWIFT
HYUNDAI GETZ
4-cylinder, 1298cc, naturally 4-cylinder, 1341cc, naturally
Max power
Max torque
Specific output
Power to weight
Torque to weight
Installation
aspirated petrol
aspirated petrol
87.5bhp at 6000rpm
82.9bhp at 5500rpm
11.52kgm at 4500rpm
11.8kgm at 3200rpm
67.41bhp per liter
61.81bhp per liter
86.63bhp per tone
76.95bhp per tone
11.45kgm per tone
11.23kgm per tone
Front, transverse, front-wheel Front, transverse, front-wheel
Construction
drive
All aluminum
Bore/stroke
Valve gear
Compression ratio
Ignition and fuel
block
74.0/75.5 mm
71.5/83.5 mm
4 per cylinder, SOHC
3 per cylinder, SOHC
9.0:1
10.1:1
Spark ignition and multi-pointSpark ignition and multi-point
Gear
1st
2nd
3rd
4th
5th
Final drive
drive
Alloy head and cast iron
petrol injection
petrol injection
GEARBOX
Type: 5-speed manual
Ratios/kph per 1000rpm
3.54/7.73
1.90/14.39
1.28/21.41
0.96/28.37
0.75/36.2
4.105:1
STEERING
Power assisted rack and
pinion
3.15
pinion
3.0
Front
SUSPENSION
Macpherson strut with and
Independent with
coil spring
Type
beam axle
Torsion bean and coil spring Gas-filled dampers
Rear
5th
4th
3rd
2nd
1st
*estimated
2nd
3.3
3.1
3.2
-
3rd
5.6
5.2
5.0
5.5
4th
7.3
7.2
7.3
5th
10.2
10.5
11.4
2nd
3.7
3.2
3.6
14.4
3rd
5.3
5.0
4.8
5.4
4th
8.4
7.1
6.8
7.2
80-100
Fuel Economy
City (kpl)
Highway (kpl)
11.5
16.2
10.4
14.5
Wheel size
Made of
Tyres
6.0J x 15-inch
Steel
195/65 R15 radial
5th
10.4
10.9
12.0
customers among Maruti dealers. The company has sold more than 2,50,000 Fanss and the
numbers are growing year on year.
Competent owes this to the breadth of the vision of Mr. Raj Chopra, who founded the company.
Accurately gauging the temper of the Indian customer, Mr. Raj Chopra decided that nothing less
than the very best would do - no matter how much it costs/coasted in terms of time, effort and
expense. Much before "Total Quality Management" and ISO accreditations became fashionable
buzzwords in management circles; Competent Automobiles was more than living up to its
name.
This has enabled the company to fully comply with the stringent norms set by MSIL while other
dealers were only gearing up. Competent has been example and trend setter for Maruti
Customers.
Mission Statement
Being fully aware of the competitive market scenario "WE at Competent never stop moving",It
takes thousands of passionate, dedicated and talented employees to deliver the buying experience
our customers expect and deserve.
Vision Statement
To be the benchmark in providing satisfaction delight to our customers.
INFRASTRUCTURE
At present the group operates 3 (thee) state of the art showrooms located in the heart of the
cities of Delhi, Haryana & Himachal, they have till date sold a whopping 50,000 cars! The
group has 6 full fledged Maruti Authorized workshops spread in all four points of the city
OURPHILOSOP
Competent Automobiles has a strong base of more than 1 lakh satisfied customers from all walks
of life. Our mission statement being fully aware of the competitive market scenario "WE at
Competent never stop moving, It takes thousands of passionate, dedicated and talented
employees to deliver the buying experience our customers expect and deserve.
TEAM,STAFF,WORKFORCE
RKS firmly believes that employees are one of the main source of strength for the
organization. It has as many as 500 professionals working directly & indirectly at all levels.
The human resources management at RKS seeks to create a corporate culture where values
such as "Continuous Improvement" and "Respect for People" are fully reflected in all
activities.
The company takes maximum care to ensure stability of employment and strives to improve
working conditions.
All employees are encouraged to give suggestions to improve the efficiency or working
conditions. They are also appropriately rewarded for the same. Thus RKS seeks to progress b
empowering its employees.
TEAM COMPETENT AUTOMOBILE
A dedicated fully professionally managed organization with independence of working.
Executive Director: Pramod Manudhania, FCA, Chartered Accountant, looking
after over all administration and operation.
General
The
ACHIEVEMENTS
o Since the last directors report, the Company has received following awards from
Usha Fans India Limited in its Annual
o Dealers Conference:
o Award for Highest Sales in North Zone;
o Award for Best Performance in Institutional Sales Dealer (Growth);
o Award for Best Performance in DGS & D Sales; and
o Award for Innovative Usage of Dealer Mangement System (DMS).
To analyze the customer satisfaction towards the Maruti Swift in Delhi NCR with a
special reference to the Marti Suzuki Motors.
To know the perception towards the Brands about the sales, services, offers to buy Usha
Fans products.
RESEARCH METHODOLOGY
Two broad research methodologies can be used to answer any research question. They are
experimental research or Non experimental research. In experiment research, there is control
over the extraneous variable and manipulation of at least one variable investigation. In Non
experimental research , there is no intervention beyond that needed for the purpose of
measurement .
RESEARCH DESIGN:A research design is a statement is a statement or specification of the method and producers used
for acquiring the information needed for the solution of some specific problems. It provides a
scientific frame work for conducting a research.
Although research design may be classified by many criteria, the most useful one concern the
major purpose of the investigation. On the basis, research design can be classified into three
classes Exploratory, Descriptive and Casual. If no formal design or structure questionnaire are
used, exploratory design is used .If a person is conversant with the problem environment, or is
conducting the research for some specific purpose using structure questionnaire to gather
information, the research design is descriptive casual research design is used to establish cause
and affect relationship.
For descriptive studies and also casual studied, data analysis and project output are critical
aspects of research planning, this study uses descriptive design.
Establishing the facts that are available at present and the additional facts required.
The data required from this study is collected from primary and secondary sources;
The data collected are both Quantitative and Qualitative.
PRIMARY SOURCES:The primary used for gathering data required for this survey is Survey method
In the survey method a survey of the consumers satisfaction toward four wheeler is done. A
planned effort is made using structured questionnaire to interview the respondents. The
respondents are the owners of the four wheeler, who are interviewed, are chosen using non
probability sampling method.
The survey can be done through personal interviews .In this study respondent are interviewed
personally so that the errors involved in gathering primary data are minimized.
2. External Sources:Information was gathered from Magazines like Auto Expo, Car Bazaar, and Business
World & Business Today. Business dailies like The Economic Times, The Business Line
etc
News Paper like The Hindustan Times, Business Standard & The Corporate Times. Apart
from this information was also taken from internet.
SAMPLING PROCESS:Taking into account the practical considerations ( Such as time limit, cost, etc ) the study a
sample survey as the means of means of gathering primary information. A sample survey allows
a reason to concentrate his attention upon a relatively small number of people and hence, to
devote more time and energy to ensure that the information collected from them is more
accurate.
The first thing that a sample plan must include is the definition of the population to be
investigation. The population should be defined as clearly as possible. The population chosen for
the study, taking in to consideration the objective of the study is defined as, all the customer of
four wheeler.
SAMPLE DESIGN:Sample design is the heart of the sample planning process. A sample design involves
specifications of the type of sample used, the appropriate sampling unit, and the sample size.
TYPE OF SAMPLE:The study use non probability sampling most of the sampling in marketing research is non
probability in nature of the various non probability methods , convenience sampling method is
used in this study rather than using a table of random number as in probability sampling .
convenience sampling means that the sampling unit are accessible, convenient and easy to
measure. The advantage of choosing a non -probability sampling methods is that the sampling
error will be when compared to probability sampling.
SAMPLING UNIT:The sampling unit forms the basis of the entire sampling procedure. It is that which is actually
chosen by the sampling process. The sampling unit may contain one or more population
elements. The sampling unit in the study consists of the private employees, government
employees, business people and others.
SAMPLE SIZE:The sample consist of 50 customer selected from the Hyderabad using convenience sampling
method. Out of the customers selected for the study, some did not own four wheeler and some
had not responded well. Hence they had to be replaced by other customers.
LIMITATIONS:-
Taking the market conditions into consideration the survey, which include a
sample of 50, was a respective one.
Due to the limitation of span of time and limited resources survey was conducted
for a period of 6 weeks.
The geographic region covered for the survey was limited to the boundaries of the
Hyderabad city.
Since the survey was conducted at the market localities and the person who has
owns a Maruti Swift
The reaction and attitudes are subjected to changes according to their needs and
time.
Particulars
No. of Respondents
Percentage (%)
Petrol
18
36
Diesel
32
64
Total
50
100
Analysis:Here we have to find out that maximum value of Diesel model in the market that is 64%
out of total sample size so we can say that current scenario of the market maximum
captured by Diesel model compare to Petrol model. Now in present time customer prefers
more Swift Diesel model.
No. of respondents
Percentage (%)
Price
15
30
Product Features
20
40
Brand
14
Service
16
Total
50
100
Analysis: Here we found that the product feature of swift car is more influencing factor
to purchase power of the consumers. In this chart it is clear that product feature is very
important factor for the consumption level of the product. So this is showing that % of
product feature is more than compare to others i.e. 40%. Hence, selling of swift car is
depending upon the product quality.
No. of respondents
Percentage (%)
Through Advertisement
12
24
Dealer
18
36
Showroom
10
20
Durability
10
20
Total
50
100
Analysis:
Above diagram shows the highest value of dealer. Where a dealer provides different
warranties, services, convenience, availability and other facilities to the consumers whatever
he wants. So dealer is important mediator for delivering the goods and services to the
consumers. Here, dealers percentage is greater than to others i.e. 36%.
No. of respondents
Percentage (%)
Very Good
10
20
Good
16
32
Average
10
Not Good
11
22
Cant Say
16
Total
50
100
Analysis:
This chart shows the various suggestions towards the maruti swift engine. Most of the
suggestions are good. On the other hand, most of the consumers are satisfied from its engine
capability. Hence, we can say that % various feedbacks of the consumers regarding good is
higher than compare to others i.e. 32%.
5.Customer satisfaction toward mileage of Maruti Swift.
Particulars
No.of respondents
Percentage (%)
Yes
30
60
No
20
40
Total
50
100
Analysis:Here we found that 60% customers are satisfied with the mileage of swift and other 40%
customers are not satisfied with the mileage of Swift they have diffirent perception regarding
the mileage of swift .This chart showing the majority of satisfied customers, so we can say
that customers are satisfied with mileage of swift.
No. of respondents
Percentage (%)
Very Good
10
20
Good
17
34
Average
12
24
Cant say
11
22
Total
50
100
Analysis:This chart is showing that just customer satisfied with the safety features of swift because
when customer expect more safety then cost of swift beccome high. So here 34% customers
are satiesfied with safety features of swift and only 20% are most satisfied with the safety
and 24% average satisfied with the safety features remaining 22% are unable to say about the
safety features of the Swift.
No. of respondents
Percentage (%)
i 20
13
26
i 10
18
Ritz
11
22
Getz
11
22
Indica
12
Total
50
100
Analysis:
Here we found that 26% is the highest value so its indicate that i20 is the best competitors of the
Swift ,after that Getz and Ritz are good competitors of Swift. Now Indica has come in market
with diffirent features and luxurious model so it is also a good competitor of Maruti Swift. In
this chart i10 got the 18 % so it indicate the i10 is also competitor of Swift.
8. From the consumer point of view, Price maintain by the Usha Fans in the
future :
Particulers
No. repondents
Percentage (%)
Yes
19
38
No
15
30
Cant say
16
32
Total
50
100
Analysis:Here we can see in chart that is 38% customers opinions that company will be able to maintan
the price in the future but 32% customers opinion that no, company will be increase the price of
swift because it is necessary for maintenance the cost of company . Other 30% customers are
unable to say anythings they are depend on the company decision.
No.of respondents
Percentage (%)
Yes
26
52
No
13
26
Cant say
11
22
Total
50
100
Analysis:Here we found the costomers are very enthusiastic to want change in the swift for their better
satisfaction i.e.52% response by the customers. And 26 % customers dont want to change in the
Swift , 22% customers are unable to say that will be change in the swift .
Here majority is saying that customers want to change in the Swift as mostely customers want to
change in the Back Glass of the Swift due to no clear visible in back side when driver apply
back gear, because back glass size is small. So customers want little bit improvement in the Swift
car.
No.of respondents
Percentage (%)
1-3 Years
18
36
3-5 Years
11
22
5-10 Years
15
30
12
Total
50
100
Analysis:Here we found that most of the customers are changing their car between 1-3 year. Because
changing any product is depend upon the money as well as time factor. Hence we can say that
consumers can not chang their car less than 1-3 years.
FINDINGS
Basing on the data gathered from the customers , which was analyzed , the
following observations are made.
Here we found that the customers are fully satisfied with the Diesel model of Swift. So
now this time market mostely captured by the swift and booking of swift advance going
on .
Majority of the customers preffering the swift due to the product features. They are fully
satisfied by product with the deffirent features of Swift .
Here majority of the customers will be buy pre-owned car by the dealers due to they want
to true value of the car.
Here customers gave the good value for the Swift engine they have no any doubt
regarding swift engine. Thats why costomers has fully satisfied .
We found that majority of the customers are fully satisfied with the mileage of Swift car.
Majority of the customers said that we are satisfied with the safety features of the Swift
so they gave only good response .They are saying that if we want very good safety
feature then car price will be also high.
Majority of the customers preffering the i20 and Getz as the good competitors of the
Swift.
Mostely customers hope that maruti will be not hike the price in the future, it will be able
to maintain the price of the swift . Some of the customers has hope that when cost of raw
material will hike then price will also hike .
Costomers are fully enthusiastic to saw some new changes in the future swift . Majority
of customers want to some change in the future , As back side glass.
Mostely customers changing there car between 1-3 years.
SUGGESTIONS
After analyzing the findings ,the following suggestions have been prepared .Great
care has been taken in the making these suggestions for improvement of the
customer satisfaction :
A constant urge to upgrade and keep pace with the changing times gives
organization the competitive advantages or cutting over the competition .
The service centre must be ready with all type of spare part all over the time .
Improve in the size of back glass for clear visibility in back side .
Introduce low instalment and low down payment schemes to attract more people .
Satisfy existing customers by giving more value and offers.
Some costomer want to change in the swift back light as round shape .
There is heavy demand for Maruti Swift in the market , so the supply has to be
improved to meet the demand of the customers .
Inspect the servicing centrs continuosly so that they try to follow rule and
regulations strictly ,and will serve the car on time .
Try to maintain reasonable price of the swift, as this is the key factor for
customers satisfaction towards Swift .
All the cars of Usha Fans Must be available in the each and every showroom.
Company must try to tap the rural area with the help of print media and hoarding .
CONCLUSION
After analyzing the interpretation and finding the following conclusion were
made: -
After interacting with the customers, I found that ,customers are emotionally attached with
Usha Fans Brand . Most of customers are highly satisfied with Maruti Swift.
Usha Fans is giving very tough competition to its competitors like Tata Motor, Hyundai
Motor etc.
During my survey, I found that Swift mostly preffering by young age people in A2 segment
car . They are fully satisfied towards Swift.
Customers are not happy with the back glass of Swift due to very small size they cant see
easely in back side on back gear.
Usha Fans is providing the cutomer satisfaction not only selling the cars, and it want to beat
their competitors .
The company is the known to providing the good service and quality.
I found in my survey that Usha Fans product is first preffering by the defence as Gypsy,
Gypsy and Grand Vitara has power gear.
BIBLIOGRAPHY
BOOKS
AUTHOR
MARKETING MANAGEMENT
PRINCIPAL OF MARKETING
RESEARCH METHODOLOGY
R.C.KOTHARI
WEBSITES:
http://www.marutisuzuki.com
http://www.marutiswift.com
http://www.marutidealer.com
http://www.marutiindia.com
PRINT MEDIA:
THE TIMES OF INDIA
THE HINDU
AUTO EXPO MAGAZINES
AUTO CAR MAGAZINE
BUSINESS STANDARD
ANNEXURE
QUESTIONNAIRE
Name .
Mobile No
Email.
Profession..
b) Diesel
Q.2. Which feature influenced you the most while Considering your Swift purchase?
Price
Product feature
Brand
Service
Q3. If you plan to buy a pre-owned car, through which source you would like to buy?
Through advertisement
Dealers
Showroom
Durability
Q 4. Your valuable suggestion/Comments on Maruti Swift Engine?
.................................................................................................................................................
...................................................................................................................................................
Q.5. Are you happy with the mileage of your swift?
a) Yes
b) No.
....................................................................................................................................................
............................................................................................................................................................
........
Q.8. Do you think Usha Fans will be able to maintain the price of Swift in future if there is hike
in cost of raw materials?
.Yes
. No.
. Cant say
Q9Are you looking for any changes in Swift for better Customer satisfaction.
......................................................................................................................................................
............................................................................................................................................................
Q.10.How frequently you change your car?
1-3 years
3-5 years
5-10 years
More than 10 years.
THANK YOU
DATE
SIGNATURE