PROJECT REPORTON

Customer Satisfaction Level of USHA FANSBY

Anurag Sharma

Roll No. 1308009514

Submitted in the partial fulfillment of the requirementFor the award of Master of Business Administration

SIKKIM MANIPAL UNIVERSITY(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

SIGNATURE

(External Examiner) (External Examiner)

SIGNATURE

SIGNATURE

HEAD OF THE DEPARTMENT

FACULTY IN CHARGE

Ms. Samina Sadiq

ACKNOWLEDGEMENTI 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 SharmaPlace 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) , UGCThe 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

Anurag Sharma

Place Lucknow

1308009514SWOT ANALYSIS OF USHA FANSSTRENGHS Bigger name in the market Trust of People Usha International Ltd. is the market leader for more than two decade. Has a great dealership chain in the market. Better after sales service Low maintenance cost of FansWEAKNESSES

Exports are not that good. Lesser models in the market compare to others Global image is not that big

OPPORTUNITIES Great opportunities to go global with success of new arrivals Introduction of more diesel models. The diesel car segment is growing. Opportunity to grow bigger by entering into bigger car markets

Already a market leader so great opportunity to be the king of market in every stage of industry

THREATS

Foreign companies entering market; so a bigger threat from MNCs. To the market share, as many big names are coming in the industry

There is hardly any diesel models Rs. 1 lakh Rs. 1.5 lakh car 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

; It has transformed the lives of countless people, by bringing the joy of motoring to million across the length and breadth of the country.

(2)Alto-Lets go:- Alto is a great combination of economy, practicality & styling, It

exemplifies the benchmark in build ,quality & reliability in a compact car. These a attributes make it the largest selling car in Indian automobile market .This is testified 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, lluxurious 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 technology, most spacious in its class, steering mounted audio controls, maximum ground clearance in its class ,high on safety with dual airbags, Anti-lock Brake system (ABS) & Electronic rack force Distribution (EBD) feature.

(5) GRAND VITARA*-2.4-Reloaded:- Distinctively styled, the third generation Grand Vitara takes three decades of Suzuki SUV heritage to the next level. The 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 and development, Swift delivers the kind of driver and passenger experience that places it in a class of its own and has true worldwide appeal. (8) OMNI Ab Kamyabi se hai sirf Omni bhar ka faasla

Omni is truly Indias original MPA .Today it as available in five variants-5 seater, 8 seater, Cargo, Ambulance & liquefied petroleum Gas (LPG).It meets diverse 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 features of the WagonR keeps you safe and secure, always. 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, smooth handling and raw energy packed in to a 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 of a revolution with its unique aerodynamic stylish ,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 Non-European 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,the latest in engine technology and Suzukis globally 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 Line ProductsA1------- 800A2------- Alto, Zen, WagonR, Swift, A-star

A3------- D ZiRE, Sx4

SUV---- Vitara, Gypsy

C - ----Class Omani, Versa 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 IndiaThe Swift has more than its fair share of silicon livery under its hoodThis intricate network of processors controls everything on the Swift.

Auto IndiaThe Swift is really peppy in city traffic/conditions The torque comes into action in truly linear motion.

Car IndiaAverage mileage of 15.6 kmpl.

Auto IndiaUnlike 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 IndiaThe suspension is tuned to be taut and sporty. This means that handling and feedbackare brilliant.

Car IndiaThe 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.

PRODUCT FEATURES:- SUZUKI SURROUND PROTECTION (SSP)

THINGS TO REMEMBER WHEN SHE ASKS FOR PROTECTION What? You worry? We wouldnt want that. So we got an over-protective bunch of detail-obsessed 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

Dual front airbags* deploy in an instant to shield you from harm.iCAT IS ON GUARD

Extra security for the car is provided by iCATs, which make the car theft-proof. Hi-tech featureslike 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.FANS WITH PASSENGERS IN THE REAR

Without headlamp leveling devicereduced remote visibility and increased glare onto oncoming Fanss.

With headlamp leveling deviceOptimum remote visibility and reduced glare onto oncoming Fanss.BRAKES THAT STOP, NOT LOCK.

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 TURBO CHARGER AND INTER COOLER COMBINATION Efficient combustion. Higher torque. Cleaner emission.

5-STEP MULTI INJECTION COMMON RAIL SYSTEM@ 1400 BAR Better fuel combustion. Optimized NVH.

DOUBLE OVER HEADCAMSHAST (DOHC) Precise & quick valve operation.

CHAIN DRIVE TIMING SYSTEM WITH AUTO TENSIONER Maintenance-free for the entire engine life. Precise valve timing.

16-VALUE CYLINDER HEAD Improves breathing. Better fuel combustion. Cleaner emissions.

COOLED EGR SYSTEM Cooled exhaust gas recirculation.

Cleaner emissions.

ALUMINIUM BED PLATE Reduced engine vibration.

Minimum noise. GREEN OIL FILTER Environmentally friendly

Easy to maintain.

AUTO TEMPAutomatic Climate Control WEATHER? WHAT WEATHER! Automatic Climate Control handles the MET department without you ever intervening. What you get is constant temperature, which keeps you comfortable at all times.1.2L K SERIES

1.2L K-Series Petrol Engine

1.2L K-Series petrol.

Responsive And powerful-advanced 1.2 litre,16-valve K-Series engine

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.

Lower Emission Levels - BS IV compliant, the Swift is greener and eco-friendly.

Low Maintenance Cost The new K-Series engine means longer oil change intervals and improved spark plug life.

RBSS

ALLY BASED SUSPENTION SYSTEM

BAD ROADS, HERE WE COME.The MacPherson strut in front attaches the suspension lower arms, steering, gearbox and rear engine mounting to a suspension frame (and not to the body), thus raising handling and comfort to a new high.DYNAMIC EUROPEAN STYLING

WOLF IN WOLFS CLOTHING!

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 eye-catching. A compact car that makes all others looks like Mamas boys. Its cheeky. Chic, Radical. Chunky Pumped-up Chiseled, Tantalizing. Haughty Impatient, Manic. Its youTHE SWIFTS PROFILE IS ITS SIGNATURE.

Unabashedly stylish, with a clear sense of muscularity, Pronounced by chunky wheels, boldly flared wheel arches and tires sitting squat at four corners of the car.WITH AN ULTRA WIDE STANCEThe Swift announces its presence. This stance allows the Swift to hug the road for class-defining 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. HIGHER, SIR ? LOWER, SIR?

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 noise-reducing 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

BEBEFITS OF DEISEL SWIFT

Silent

Minimum Vibration

Class Beating Power

Environment Friendly

Great Mileage

Maintenance Free

ALL SEGMENTS PRICE

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

PRICING STRATEGY - CATERING TO ALL SEGMENTS Maruti caters to all segments and has a product offering at all price points. It has a car priced at Rs.1, 87,000.00 which is the lowest offer on road. Maruti gets 70% business from repeat buyers who earlier had owned a Maruti car. Their pricing strategy is to provide an option to every customer looking for up gradation in his car. Their sole motive of having so many product offering is to be in the consideration set of every passenger car customer in India. Here is how every price point is covered.SNO.BRANDVARIANTSPRICE IN HYDERABAD

1GRAND VITARAMT1749373

AT1884001

2MARUTI SX4VXI708761

ZXI MT819964

ZXI852542

3SWIFT DEZIRELDI567142

ZDI701497

VDI616336

LXI478426

ZXI625207

VXI530429

4SWIFTVXI475899

LXI422544

ZXI539147

LDI492643

VDI548773

5WAGON RLX338670

LXI363399

LX Duo350286

VXI387197

VXI ABS418492

6GYPSYST(Soft Tob)532537

HT(Hard Tob)551711

7OMNICargo214324

Cargo LPG209160

5 Seater244002

8MARUTI 800STD MPI193568

A/C MTI215880

9ESTILOLXI357144

VXI413577

LX331162

10EECO7 STR306248

5 STR282028

STR with A/C318225

11A STARLXI358970

ZXI424185

VXI386894

12RITZIDI482794

VDI537236

LXI404557

ZXI500723

VXI436478

13ALTOSTANDERD231099

LXI280648

LX263036

PRICE OF SWIFT In HyderabadVariantEx-showroom Price (Rs.)

MARUTI SWIFT LXI (BHARAT STAGE IV)4,22,545

MARUTI SWIFT VXI (BHARAT STAGE IV)4,56,164

MARUTI SWIFT VXI (BHARAT STAGE IV WITH ABS)4,75,899

MARUTI SWIFT LDI (BHARAT STAGE III)4,91,128

MARUTI SWIFT LDI BS IV 4,92,644

MARUTI SWIFT VDI BS IV5,29,809

MARUTI SWIFT ZXI (BHARAT STAGE IV)5,39,148

MARUTI SWIFT VDI WITH ABS BS IV 5,48,774

COPMPETITOR OF MARUTI SWIFTMARUTI SWIFT Vs HYUNDAI GETZ

Even 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 SWIFTList price (ex-showroom, Hyderabad) Rs 4.04-5.07 lakhTop speed 174kph0-60kph 5.22sec0-100kph 12.29secKpl 13.85 (overall)For Styling, value for moneyAgainst Small boot and rear seat

HYUNDAI GETZList price (ex-showroom, Hyderabad) Rs 4.74-5.36 lakhTop speed 144kph0-60kph 5.61sec0-100kph 14.47secKpl 12.45(overall)For Space and practicalityAgainst 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.Hyundaihas 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 thecar'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 FRUGALIn 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 theHyundai, the Maruti gives 16.2.

TECHNICAL SPECIFICATION

ENGINE

MARUTI SWIFTHYUNDAIGETZLayout4-cylinder, 1298cc, naturally aspirated petrol

4-cylinder, 1341cc, naturally aspirated petrol

Max power87.5bhp at 6000rpm

82.9bhp at 5500rpm

Max torque11.52kgm at 4500rpm

11.8kgm at 3200rpm

Specific output67.41bhp per liter61.81bhp per literPower to weight86.63bhp per tone76.95bhp per toneTorque to weight11.45kgm per tone11.23kgm per toneInstallationFront, transverse, front-wheel drive

Front, transverse, front-wheel drive

ConstructionAll aluminumAlloy head and cast iron block

Bore/stroke74.0/75.5 mm

71.5/83.5 mm

Valve gear4 per cylinder, SOHC

3 per cylinder, SOHC

Compression ratio9.0:1

10.1:1

Ignition and fuelSpark ignition and multi-point petrol injection

Spark ignition and multi-point petrol injection

GEARBOX

Type:5-speedmanual

Type:5-speedautomatic

GearRatios/kph per 1000rpmRatios/kph per 1000rpm1st3.54/7.73

3.61/6.58

2nd1.90/14.39

1.95/12.20

3rd1.28/21.41

1.37/17.37

4th0.96/28.37

1.06/22.45

5th0.75/36.2

0.82/29.02

Final drive4.105:1

4.056:1

STEERINGTypePower assisted rack and pinion

Power assisted rack and pinion

Turns lock to lock3.15

3.0

SUSPENSIONFrontMacphersonstrutwith and coil spring

Independent with Macpherson struts, torsion beam axle

RearTorsion bean and coil spring

Gas-filled dampers

MAXIMUM SPEEDS (kph/rpm)5th169/4700

165/5680*

4th174/6100

150/6700

3rd146/6800

118/6800

2nd97/6800

83/6800

1st54/6900

45/6800

*estimated

ACCELERATION THROUGH GEARS (secs)kph20-4040-6060-8080-1002nd3rd4th5th3.3

5.6

-

-

3.1

5.2

7.3

10.2

3.2

5.0

7.2

10.5

-

5.5

7.3

11.4

2nd3rd4th5th3.7

5.3

8.4

-

3.2

5.0

7.1

10.4

3.6

4.8

6.8

10.9

14.4

5.4

7.2

12.0

Fuel EconomyCity (kpl)11.5

10.4

Highway (kpl)16.2

14.5

WHEELS & TYRESWheel size14J x 5.5-inch

6.0J x 15-inch

Made ofAlloy

Steel

Tyres185/70 R14 tubeless

195/65 R15 radial

BRAKESFront211mm Ventilated discs

Ventilated discs

Rear200mm drums

Drums

ABSStandard with EBD (only in ZXi)

Optional with GLS variant

DIMENSIONS

MARUTISWIFT

HYUNDAI GETZCURRENT USHA FANS INDIA LTD .Variant

Model :Swift VDi

Model :Swift LDi

Model :Swift Zxi

Model :Swift Vxi (ABS)

Model :Swift Vxi

Model :Swift Lxi

Discontinued HYUNDAI MOTOR INDIA. Variants

Model :Getz GLX

Model :Getz GLS

Model :Getz GVS

TATA INDICA 1.3 MULTIJET:

By the time the larger new Indica is out, the Tata-Fiat tie-up will be going full throttle. Tata will borrow engines from Fiat with, you guessed it, the 1.3 liter Multijet being the engine of choice. Thoroughly localized, cheaply assembled and very capable, it will give the new Indica/ Indigo family a huge leap forward as far as overall ability is concerned.

THE COMPANY DEALERs PROFILE The Indian Automobile Industry has had a long and often bumpy drive down the decades. One association, however, has smoothly taken every pot-hole and speed-breaker on the way for the past 24 years. It's been a remarkable alliance which stands out in the auto trade - the enduring relationship of Usha Fans India Limited with their first appointed dealership in India. The Company,Competent Automobiles Co. Ltd. (CACL)is a part of Delhi based Competent group, promoted by Sh. Raj Chopra. The company was incorporated on 11.04.1985 and is a listed public limited company in BSE. The company is a profit making company since inception and engaged in Automobile business. Presently the company has its presence as a dealer of Usha Fans India Ltd. In Delhi, Haryana and Himachal Pradesh. In Delhi the company has 5 showrooms and 3 workshops, in Haryana 2 showrooms and a workshop and in Himachal Pradesh 2 showrooms and 2 workshops.

Competent's status is re-affirmed every year at the All India Maruti Dealers' Convention,the company bags maximum number of awards in all categories. Chief among these awards are those for best Sales, Service and Customer Satisfaction. Competent's services have, in the past, consistently won the primary award that really matters to any organisation providing services - The Approval of the Customer. As a testimonial to this, Competent has enjoyed the most repeat customers among Maruti dealers. The company has sold more than 2,50,000 Fanss and the numbers are growing year on year.

Competentowes 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 Automobileswas 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 providingsatisfaction 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

OURPHILOSOPCompetent Automobileshas 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,WORKFORCERKS 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 AUTOMOBILEA dedicated fully professionally managed organization with independence of working.

Executive Director: Pramod Manudhania, FCA, Chartered Accountant, looking after over all administration and operation.

Vice President (Projects): Anand Choadhry taking care of new Projects,True Value Business.

Senior General Manager Service: Mr. N K Patel looking after all the five workshops servicing about 4000 cars a montGenera

Manager (Projects): Mr. Sameer , looking after Strategic Marketing activities, new Projects, Maruti Driving School.

General manager (Spares): Mr. Ravi Mantri The General Manager Sales: Mr. Bhargav, Sales ACHIEVEMENTS Since the last directors report, the Company has received following awards from Usha Fans India Limited in its Annual

Dealers Conference:

Award for Highest Sales in North Zone;

Award for Best Performance in Institutional Sales Dealer (Growth);

Award for Best Performance in DGS & D Sales; and

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 strengths and weaknesses of the Maruti Swift. To know the perception towards the Brands about the sales, services, offers to buy Usha Fans products.

To know the customers opinion about various cars in Delhi NCR.

RESEARCH METHODOLOGYTwo 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. DATA COLLECTION METHODThe following steps are involved in the data collection process:- Finding out the type of information required in the investigation.

Establishing the facts that are available at present and the additional facts required.

Identification of the source from where they can be available.

Selection of appropriate information collection method. 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.

SECONDARY SOURCES:- The secondary sources used for collecting data are:-

1. Internal Sources:-

Companys Reports. Companys Publications. Companys Employees. Company Strategy.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 etcNews 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.

DEFINING THE POPULATION:-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

Improper response from customers and buyers, but it was minimal.

Scientific methods of post testing could not be conducted. Minimal possible bias in administrating the questions at the survey conducted area.

The reaction and attitudes are subjected to changes according to their needs and time.

1. Selection of Maruti swift Model.ParticularsNo. of RespondentsPercentage (%)

Petrol1836

Diesel3264

Total50100

Source: Primary Data

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. 2. Influencing features for the purchasing power of the customer.ParticularsNo. of respondentsPercentage (%)

Price 1530

Product Features2040

Brand714

Service816

Total50100

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.3. Different sources of purchasing pre-owned carParticularsNo. of respondentsPercentage (%)

Through Advertisement1224

Dealer1836

Showroom1020

Durability1020

Total50100

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%.4. Important suggestions towards the Maruti Swift engine.ParticularsNo. of respondentsPercentage (%)

Very Good1020

Good 1632

Average510

Not Good 1122

Cant Say816

Total50100

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.ParticularsNo.of respondentsPercentage (%)

Yes3060

No2040

Total50100

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.6.Customer opinion on Maruti Swift related to safety features.

ParticularsNo. of respondents Percentage (%)

Very Good1020

Good1734

Average1224

Cant say1122

Total50100

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. 7.Customer opinion about good competitor of maruti swift.ParticulersNo. of respondentsPercentage (%)

i 201326

i 10918

Ritz1122

Getz1122

Indica612

Total50100

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. repondentsPercentage (%)

Yes 1938

No1530

Cant say1632

Total50100

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.9. Costomers Satisfaction towards the changes in the Swift car.ParticulersNo.of respondentsPercentage (%)

Yes2652

No1326

Cant say1122

Total50100

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.

10. Customers frequently change their car.

ParticulersNo.of respondentsPercentage (%)

1-3 Years1836

3-5 Years1122

5-10 Years1530

More than 10 Years612

Total50100

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.FINDINGSBasing 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.

SUGGESTIONSAfter 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 . In every organization employee behavior should be great, for providing better customer satisfaction . CONCLUSIONAfter 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.

BIBLIOGRAPHYBOOKS AUTHOR

MARKETING MANAGEMENTPHILLIP KOTLER, KOSHI & JHA

PRINCIPAL OF MARKETING PHILLIP KOTLER & AMSTRONG

RESEARCH METHODOLOGYR.C.KOTHARI

WEBSITES:http://www.marutisuzuki.comhttp://www.marutiswift.comhttp://www.marutidealer.comhttp://www.marutiindia.comPRINT MEDIA:

THE TIMES OF INDIA THE HINDU AUTO EXPO MAGAZINES AUTO CAR MAGAZINE BUSINESS STANDARD ANNEXURE QUESTIONNAIREName . Mobile No

Email. Profession..

Q1. Which Model of Maruti Swift do you own?

a) Petrol 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.6 What is your opinion on Maruti Swift related to safety features?......................................................................................................................................................

Q.7. According to you, which model is a good competition to Swift & Why?

........................................................................................................................................................................................................................................................................................................................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 YOUDATE SIGNATURE _1337707726.xlsChart1

18

32

No. of respondants

Sheet1

ParticularsNo. of respondantsSeries 2Series 3

Petrol182.42

Diesel324.42

Category 33.51.83

Category 44.52.85

To resize chart data range, drag lower right corner of range.