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In partial fulfillment for the award of the degree of BBAUNDER THE SUPERVISION OF MR. KESHAV KUMAR GUPTA(Assistant professor, IIMT) SUBMITTED TO: GGSIPU


IDEAL INSTITUTE OF MANAGEMENT AND TECHNOLOGY16 X, Karkardooma Institutional Area, Delhi - 110092, Delhi


I would like to convey my thanks to Mr. KESHAV KUMAR GUPTA (Assistant professor, IIMT), for his help and guidance in the completion of my practical file. I would also like to thank most respectable Mr. A.P SHARMA respectable Director and Principal Sir of IIMT, without their motivation and guidance, this practical work may not be possible.It is only due to their efforts that the practical work could be completed successfully. This practical file is to be submitted as a part of practical examination included in BBA curriculum of GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY.



This is to certify that TARUN VERMA (04321001711) pursuing BBA (Gen) from IDEAL INSTITUTE OF MANAGEMENT AND TECHNOLOGY has completed this project work title CUSTOMER SATISFACTION OF MARUTI SUZUKI LTD. under my supervision and guidance. he has taken care of all necessary aspects and shown interest and utmost sincerity during the completion of the practical file to my full satisfaction.I certify that the practical work is up to my expectations and as per the guidance laid down by the GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY.

MR. KESHAV KUMAR GUPTA(Assistant Professor, IIMT)

DECLARATIONI hereby certify that the project report entitled on CUSTOMER SATISFACTION OF MARUTI SUZUKI LTD. Submitted in partial fulfillment of the requirement for the award Degree of Bachelor in Business administration to GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY Delhi is my original work and not submitted or the award of any other degree, diploma, fellowship, or any other similar title or prizes.



1Chapter - 1: Company Profile6 - 23

2Chapter - 2 : Product & Services Of Maruti Suzuki24 - 33

3Chapter 3 - Industry Growth34 41

4Chapter 4 Strategic Goals Of Maruti Suzuki42 - 53

5Chapter 5 Objective & Scope Of Project Work54 57

6Chapter 6 Research Methadology58 - 62

7Chapter 7 Finding & Analysis63 - 78

8Chapter 8 Suggestions & Recommendations79 - 80

9ANNEXURE81 - 83




Mr. Tsuneo Ohashi

Director and Managing Executive Officer (Production)

Mr. R. C. BhargavaMr. Shinzo NakanishiMr. Manvinder Singh Banga

ChairmanManaging Director and CEODirector

1.1 INTRODUNCTIONMaruti Suzuki India Ltd. Maruti Suzuki India limited (MARUTI SUZUKI INDIA LIMITED) was established in Feb 1981 through an Act of Parliament, to meet the growing demand of a personal mode of transport caused by the lack of an efficient public transport system. It was established with the objectives of - modernizing the Indian automobile industry, producing fuel efficient vehicles to conserve scarce resources and producing indigenous utility cars for the growing needs of the Indian population. A license and a Joint Venture agreement were signed with the Suzuki Motor Company of Japan in Oct 1983, by which Suzuki acquired 26% of the equity and agreed to provide the latest technology as well as Japanese management practices. Suzuki was preferred for the joint venture because of its track record in manufacturing and selling small cars all over the world. There was an option in the agreement to raise Suzukis equity to 40%, which it exercised in 1987. Five years later, in 1992, Suzuki further increased its equity to 50% turning Maruti into a non-government organization managed on the lines of Japanese management practices.

Maruti created history by going into production in a record 13 months. Maruti is the highest volume car manufacturer in Asia, outside Japan and Korea, having produced over 5 million vehicles by May 2005. Maruti is one of the most successful automobile joint ventures, and has made profits every year since inception till 2000-01. In 2000-01, although Maruti generated operating profits on an income of Rs 92.5 billion, high depreciation on new model launches resulted in a book loss.


In 1970, Sanjay Gandhi the son of Indira Gandhi envisioned the manufacture of an indigenous , cost effective , low maintenance compact car for the Indian middle class .

Indira Gandhis cabinet passed a unanimous resolution for the development and production of a peoples car. Sanjay Gandhis company was christened Maruti limited. The name of the car was chosen after a Hindu deity named Maruti Ltd. That time Hindustan Motors Ambassador was the chief car and the company had come out with a new entrant the premier Padmini that worked slowly gaining a part of the market share dominated by the ambassador. For the next ten years the Indian car market had stagnated at a volume of 30,000 to 40,000 cars for the decade ending 1983. The collaboration heralded a revolution in the Indian car industry by producing the maruti-800. It created a record of taking 13 months time to go from design to rolling out cars from a production line.The production of Maruti-800 in 1983 marked the beginning of a revolution in the Indian automobile industry. It brought in the latest technology of that time more fuel efficiency and lower prices that led to the creation of a huge market for all car segments as the Indian, middle class grew in size. This in turn brought in more players in this segment. A number of auxiliary car parts making units were set up as more car manufacturers realized it was more cost effective to make their car parts in India rather than importing them. Marutis major influence was in helping the component industry in the country because of its emphasis on localization and indigenization. As in the beginning that sector hadnt grown much Marutis had to start dozens of joint ventures with Indian entrepreneurs.Marutis major influence was in helping the component industry in the country because of its emphasis on localization and indigenization. As in the beginning that sector hadnt grown much Marutis had to start dozens of joint ventures with Indian entrepreneurs. It got them from foreign collaborations that led to collaborations for other manufacturers so that over a period of time the whole component industry was able to upgrade itself and improve its quality who had given their income leading to major existing export potential vehicle components. It also brought in better methods of financing that allowed more people who given their income levels could not afford to buy a car on their own, to buy cars. It still remains the leader not only in the terms of market share but also in customer satisfaction surveys. It has consistently topped J.D. power quality surveys, including 2005. By the year 1993 the company had sold1, 96,820 cars. By March 1994 it produced 1 million vehicles becoming the first Indian company to cross the 2 million mark in October 1997 and rolled out 4 millionth vehicles as Alto-LX. Then it introduced Wagon-R followed by Swift. Swift has been a great success in the market .In 2007Maruti came up with SX4 and Grand Vitara.Maruti Udyog Limited (MUL) has been one of the few successful government enterprises. For bringing latest technology to India, Suzuki Motor Company of Japan was chosen from seven other prospective partners worldwide. Suzuki was picked not only to its undisputed leadership in small cars but also for bringing to MUL contemporary technology and Japanese management practices that had catapulted it to be major auto manufacturing country.In 2001, MUL was awarded an ISO 9000:2000 certificate. The production/ R&D of Maruti is spread across 297 acres with 3 fully integrated production facilities. The company has already rolled out 4.3 million vehicles. With range of 11 models in 50 variants, Maruti Suzuki has a vehicle for every consumer.The three declared objectives of MUL are modernization of the Indian Automobile Industry, Production of fuel-efficient vehicles to conserve scarce resources, and Production of large number of motor vehicles.1.3 JOINT VENTURESMaruti Suzuki'sA-Starvehicle during its unveiling Pragati Maidan, Delhi.A-Star, Suzuki's fifth global car model, was designed and is made only in India.Besides being Suzuki's largest subsidiary in terms of car sales, Maruti Suzuki is also Suzuki's leading research and development arm outside Japan.Relationship between the Government ofIndia, under theUnited Front (India)coalition andSuzuki Motor Corporationover thejoint venturewas a point of heated debate in the Indian media till Suzuki Motor Corporation gained the controlling stake. This highly profitable joint venture that had a near monopolistic trade in the Indianautomobilemarketand the nature of the partnership built up till then was the underlying reason for most issues. The success of the joint venture led Suzuki to increase its equity from 26% to 40% in 1987 and further to 50% in 1992. In 1982 both the venture partners had entered into an agreement to nominate their candidate for the post of Managing Director and every Managing Director will have tenure of five yearsInitially R.C. Bhargava, was the managing director of the company since the inception of the joint ve