Ilkogretim Online - Elementary Education Online, 2021; Vol 20 (Issue 1): pp.

8690-8699
http://ilkogretim-online.org
doi: 10.17051/ilkonline.2021.01.890

Customer Satisfaction Towards Maruti Suzuki In Kadi

Mr. Jitendra kumar Joitabhai Patel ASSISTANT PROFESSOR SHREE K. S. JAVERI
COMMERCE COLLEGE, GADH GUJARAT.

ABSTRACT

Banks play a critical part in the movement and generation of finance for new capital initiatives,
commercial advancements, and foreign trades by the country's entrepreneurs in this period
of continuous economic growth and development in India. Since any discrepancies or declines
in a bank's financial performance could have a negative impact on the entire economic system,
from the common person to the richest person in the country, now is the time to carefully
consider the financials of the nation's banks. In order to find out comparative outcomes, the
researcher here has attempted to discover and analyze the financial performance of a few
Indian private sector banks and public sector banks.

Key Words: Financial Institute, Maruti Suzuki , Financial Performance.

INTRODUCTION

The automotive industry in India is one of the largest in the world with an annual production
of 23.96 million vehicles in FY (fiscal year) 2015–16, following a growth of 2.57 per cent over
the last year. The automobile industry accounts for 7.1 percent of the country's gross domestic
product (GDP). India's passenger car and commercial vehicle manufacturing industry is the
sixth largest in the world. India overtook Brazil to become the sixth largest passenger vehicle
producer in the world. Throughout the course of 2016, the industry grew 14%, selling around
22 million units. In 2009, India emerged as Asia's fourth largest exporter of passenger cars,
behind Japan, South Korea, and Thailand. India is expected to become the 4th automobiles
producer globally by 2020 after china, us & Japan.
The majority of India's car manufacturing industry is based around three clusters in the south,
west and north. The southern cluster consisting of Chennai is the biggest with 35% of the
revenue share. The western hub near Mumbai and Pune contributes to 33% of the market and
the northern cluster around the National Capital Region contributes 32%. Kolkata with
Hindustan Motors, Noida with Honda and Bangalore with Toyota are some of the other
automotive manufacturing regions around the country.
In 2011, there were 3,695 factories producing automotive parts in all of. India. The average
firm made US$6 million in annual revenue with profits close to US$400 thousand. The first car
on India's roads in 1897. Until the 1930s, cars were imported directly, but in very small
numbers.

8690 | Mr. Jitendra kumar Joitabhai Patel Customer Satisfaction Towards Maruti
Suzuki In Kadi
The first car showroom in Secunderabad An embryonic automotive industry emerged in India
in the 1940s. Hindustan was launched in 1942, long time competitor Premier in 1944.
Mahindra & Mahindra was established by two brothers in 1945, and began assembly of Jeep
CJ-3A utility vehicles.

RESEARCH METHODOLOGY

❖ RESEARCH DESIGN:-
In conclusive research we have used descriptive and also used multiple cross sectional in
research project because find out conclusion and the information are from the respondent
only once.

❖ SOURCES OF DATA:-
The data collection by study was primary in nature as well Data information.

• PRIMARY DATA:-
The steady entitled consumer satisfaction in four wheelers with special reference to Maruti
Suzuki cars was carried out in Kadi to quitter relevant information structured questionnaires
were for consumer.

• SECONDARY DATA:-

The secondary data has been collected from the magazines, books, Internet, Newspaper and web
portals to Know the market share and position of Maruti Suzuki Company in motorcars segment
in the Industry data during last 3 year has been Collected.

❖ SAMPLING PLAN:-

• Sample unit:-

Who is to be surveyed? The marketing research must define the target population that will be
sampled. The sampling unit for the project is areas kadi and nearby areas of Maruti Suzuki
showroom.

• Sampling element:-

The sampling element and sampling units are different for this project. The sampling element is
the persons exposes to the treatment. The sampling element is human respondent or consumer
of Maruti Suzuki.

• Sample size:-

How many customers should be surveyed? Large sample can give the more reliable results then
small samples yet it is more costly than small samples. We have taken 105 samples in this project
survey.

8691 | Mr. Jitendra kumar Joitabhai Patel Customer Satisfaction Towards

Maruti Suzuki In Kadi
• Sampling method:-

How should be respondent been choose & there are two method of sampling by which the
respondent is to be chosen probability sampling & non-probability sampling.

In this project convenience sampling is to be used because it is less costly, time saving and easier
than probability sampling.

• Sampling Techniques:-

In this research, the information's have been collected from the students, employee, service
people, self employed, profession, merchants etc.

• Contact Method:-

We personally meet the respondent and collect the information and fill the questionnaire

OBJECTIVE OF THE STUDY

1. To determine the factor which are affective consumer behaviors and satisfaction of
four wheeler owners.
2. To determine the market shares of the company as competitors and threats and
opportunity for the company.
3. To determine main effective media for advertising.
4. To determine performance of four wheeler.
5. To determine the criteria which consideration by consumer and effective the company.

HYPOTHESES OF THE STUDY

H01 : there is no significant different for response on model for purchasing a new car of Maruti
Suzuki by various income groups.
H11 : there is significant different for response on model for purchasing a new car of Maruti
Suzuki by various income groups.

FINANCIAL PERFORMANCE ANALYSIS

(1). Do You Have MARUTI SUZUKI CAR?

Particulars Frequency In %
Yes 100 100%
No 5 5%
Total 105 105%

8692 | Mr. Jitendra kumar Joitabhai Patel Customer Satisfaction Towards

Maruti Suzuki In Kadi
From the above diagram we can say that all consumer use Maruti Suzuki different categories
car. In modern time all person wants to satisfy their need, as per their financial condition.
Everyone wants to purchase a car. From the above diagram we can see that in this dynamic
all the respondents’ consumer the aware in the purchase Maruti Suzuki car.

(2). Which Is Your Favorite Car Of Maruti Suzuki Company?

Particulars Frequency In %
ALTO 9 9%
WAGON R 20 20%
SWIFT 21 21%
ECCO 8 8%
BALENO 18 18%
OTHER 24 24%
TOTAL 100 100%

8693 | Mr. Jitendra kumar Joitabhai Patel Customer Satisfaction Towards

Maruti Suzuki In Kadi
From the above chart and diagram represent of the customer is known as a different company
of product purchase. Most of the consumers are first prefer to SWIFT, second to WAGONR, out
of 118 which is more as compare to another brand, and low is ECCO. It indicates that company
brand awareness/reputation is very high between corporate as well as common people. The
company has good opportunity to increase its sales through offering new model or changing
in existing model of product because its brand awareness/preference are very high in the
market.

(3). Which Car You Currently Using Of Maruti Suzuki Company?

Particulars Frequency In %
ALTO 14 14%
WAGON R 21 21%
ERTIGA 7 7%
SWIFT 13 13%
ECCO 13 13%
BALENO 11 11%
OTHER 21 21%
TOTAL 100 100%

Currently Using Car

Frequency

21
14 21
13 13
7 11

From the above chart and diagram represent of the customer is known as a different company
of product purchase. Most of the consumers are first prefer to WAGON R, second to ALTO, out
of 118 which is more as compare to another brand, and low is ERTIGA. From this we can find
out that the MARUTI SUZUKI Car awareness/reputation is very high between corporate as
well as common people.

(4). Why You Are Giving First Preference To Maruti Suzuki Company?

Particulars Frequency In %

8694 | Mr. Jitendra kumar Joitabhai Patel Customer Satisfaction Towards

Maruti Suzuki In Kadi
 Good Features 62 62%
After Sales Service 27 27%
PRICE 63 63%
BETTER MILEAGE 43 43%
TOTAL 195 100%

From the above graph we can say that every consumer want good features from the company.
They also want best price and better mileage from the Maruti Suzuki Company.

(5). Gender :

Particulars Frequency In %
Male 87 87%
Female 18 18%
Total 105 105%

8695 | Mr. Jitendra kumar Joitabhai Patel Customer Satisfaction Towards

Maruti Suzuki In Kadi
 From the above chart we can say that male users are high as compare to female.

(6). Income :

Particulars Frequency in %
Below 10000 11 11%
10001-30000 66 66%
30001-60000 24 24%
Above 60001 4 4%
Total 105 105%

From the above graph we can say that most of income of people is in between 10001-
30000.They take decision for purchase car as per their income level. They purchase car which
is easily purchase under their budget.

(7). Age :

Particulars Frequency In %
Below 18 5 5%
20 – 30 64 64%
31-40 20 20%
41-50 8 8%
51-60 8 8%
Above 61 0 0%
Total 105 105%

8696 | Mr. Jitendra kumar Joitabhai Patel Customer Satisfaction Towards

Maruti Suzuki In Kadi
From the above graph we can say that 20-30 ages younger most prefer use car for their hobby
and 20-30 age people is highly aware about Maruti Suzuki car & their service.

RESULTS OF HYPOTHESES TESTING

(1). Model and Various income Groups :

H01: there is no significant different for response on model for purchasing a new car of Maruti
Suzuki by various income groups.
H11: there is significant different for response on model for purchasing a new car of Maruti
Suzuki by various income groups.

Groups Count Sum Average Variance

Model 7 100 14.28571 26.2381
Income 4 100 25 670

Source of
Variation SS Df MS F P-value F crit
Between 292.207792 292.207 1.2133 0.29925 5.11735
Groups 2 1 8 6 3 5
2167.42857 240.825
Within Groups 1 9 4

2459.63636
Total 4 10
F crite > f
H1 is accepted.
H1: There is significant different for response on model for purchasing a new car of Maruti
Suzuki by various income groups.
8697 | Mr. Jitendra kumar Joitabhai Patel Customer Satisfaction Towards
Maruti Suzuki In Kadi
(2). Model and Various Age Groups :
H02: there is no significant different for response on model for purchasing a new car of Maruti
Suzuki by various age groups.
H12: there is significant different for response on model for purchasing a new car of Maruti
Suzuki by various age groups.

Groups Count Sum Average Variance

AGE 6 100 16.66667 489.4667

MODEL 7 100 14.28571 26.2381

Source Of
Variation SS Df MS F P-Value F Crit
Between
Groups 18.31502 1 18.31502 0.077345 0.7860862 4.844336
Within Groups 2604.762 11 236.7965
Total 2623.077 12
F crite > f
H2 is accepted.
H02: There is significant different for response on model for purchasing a new car of Maruti
Suzuki by various age groups.

FINDINGS :
➢ In recent duration Maruti Suzuki is becoming more and more popular in automobile
industry among the people.
➢ All respondents like to purchase the Maruti Suzuki car.
➢ Maruti Suzuki Company has been producing many cars since last 40 year. But the swift
& Wagon R cars are more preferable among the customers.
➢ We found that, when the customers buy a new car the following main feature are
considering like look, mileage ,easy availability, price, color, space. In addition to that
consumers prefer feature s like price, easy available and mileage the most.
➢ People having high budget can have purchase different categorized cars of Maruti
Suzuki like Ertiga, Ciaz, people having medium budget can have purchase Wagon R,
Swift & DZire, people having low budget can have purchase Alto 800.Occupation is the
reason behind the purchasing habits of car.
➢ Generally respondents own a car for their need, status, profession etc.
➢ We can say that majority of respondents prefer exchange offer and credit term as a
facilities provided by the dealers/suppliers. Some respondents also liked to take free
service from the dealers.

8698 | Mr. Jitendra kumar Joitabhai Patel Customer Satisfaction Towards

Maruti Suzuki In Kadi
 ➢ The Maruti Suzuki car purchaser, who wants to change, would like to select the same
budgeted cars that are Eeco, Alto k 10, Wagon R, and swift.

CONCLUSION:
In Our Research consisted of a product wise analysis of the various cars offered by MARUTI
SUZUKI. There is no doubt that the product offered by the company is excellent, and are
marvels of technology. MARUTI SUZUKI is an excellent performance, with years of experience.
Through the Research , we can come to the followings conclusions.

In the economy and middle level segment, MARUTI SUZUKI offers, cars, services and true
value of cars. The cars offered by MARUTI SUZUKI are actually better in term of performance..

To conclude, there are a lot of unique feature of all cars offered by MARUTI SUZUKI. The
company is highly successful and competitive. It is quite possible that MARUTI SUZUKI comes
up with some great new cars. It could steal away the market of other companies.

REFERENCES

• Philip Kotler, "Marketing Management", 11TH edition, person education Asia

Publication.
• Cooper & Schindler, "Business Research Methodology”, 6th edition, Tata McGraw Hill
Publication
Websites / News Papers :
• www.moneycontrol.com
• www.Google.com
• www.automotive.com
• www.gaddi.com
• www.marutisuzuki.com
• Divya Bashkar, Times of India, etc.

8699 | Mr. Jitendra kumar Joitabhai Patel Customer Satisfaction Towards

Maruti Suzuki In Kadi