PRESENTATION ONCUSTOMER SATISFACTION

OF MARUTI SUZUKI AT

PEAKS AUTO PVT LIMITED

Presented by:-

satnam singh

MBA 3rd semester

Roll no-12937

INTRODUCTION OF MARUTI SUZUKI Maruti Udyog Ltd. (MUL) is the first automobile

company in the world to be honoured with an ISO 9000:2000 certificate.

Maruti Suzuki India Limited previously known as Maruti Udyog limited is

the premier car company in India. MUL was established in Feb 1981 through an Act of Parliament. The company entered into collaboration with Suzuki Motor Corporation of Japan to manufacture cars. Start selling the first vehicle from 14 Dec., 1983. Its manufacturing plant, located some 25 km south of New Delhi in Gurgaon, has an installed capacity of 3,50,000 units per annum with a capability to produce about half a million vehicles

PEAKS AUTOMOBILES PVT LTD:

PEAKS AUTO PVT.LTD. is a private ltd. Company, incorporated under companies Act,1956 with the registrar of Jammu & Kashmir and founded by Sh. Baldev Singh at, Nowgam by-pass, SRINAGAR, just 5kms from Lal Chowk and half km from Railway Station Nowgam, Srinagar

PEAKS AUTO PRIVATE LTD. Is a new Authorized Dealer of Maruti Suzuki India Ltd. For Kashmir , and shall be dealing in Maruti Suzuki Cars, New as well as certified Used ones, Maruti Genuine Spares and Accessories, and providing other services.

PEAKS AUTO as the name suggest, has come up with the

aim of touching heights in the field of customer satisfaction in terms of service Commitment

At PEAKS AUTO PRIVATE LTD. we are personally involved in serving our customers who we believe are the pith and substance of our organization. Obviously, Customer Satisfaction and Customer Retention are our sole aim. Every employee of Peaks Auto Pvt. Ltd. is groomed and conditioned to serve the customers with speed and commitment

MAIN PRODUCTS MANUFACTURED BY MARUTI SUZUKI

The various products under the brand name “maruti’ are:

Maruti 800 Maruti alto Maruti gypsy Maruti swift Maruti swift desire Maruti a-star Maruti grand vitara Maruti wagnoR Maruti zen Maruti Sx4 Maruti omni

CUSTOMER SATISFACTION

Customer satisfaction is a term generally used to measure a customer's perception of a company's products and services.

Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation.

Customer satisfaction refers to the end feeling of a particular customer after consumes the product which he/she brought.

SERVICE QUALITY MODEL Satisfaction in 7 Steps: 1. Encourage Face-to-Face Dealings 2. Respond to Messages Promptly &

Keep Your Clients Informed 3. Be Friendly and Approachable 4. Have a Clearly-Defined Customer

Service Policy 5. Attention to Detail (also known as

'The Little Niceties') 6. Anticipate Your Client's Needs &

Go Out Of Your Way to Help Them Out

7. Honour Your Promises

FOUR MAIN ESSENTIAL OF CUSTOMER SATISFACTION

Reduce defects

Improve productivity

Improve customer problems

Innovation

FOUR ESSENTIAL

OBJECTIVES OF THE STUDY To study the satisfaction level of customers who drive

the cars. To know the different services provided to the

customers by “Peaks Auto ltd”.(An Authorised dealer of Maruti Suzuki)

To know the perception of customers towards peaks Auto ltd(An Authorised dealer of Maruti Suzuki)

To know the marketing strategies adopted by the peaks auto ltd(An Authorised dealer of Maruti Suzuki)

To Enhance my knowledge how to satisfy the customers.

To prepare my self as a marketing person who can easily identify the needs of the customers through his experience which is an essential quality of a marketing person and for the company as well.

RESEARCH METHODOLOGY: The purpose of methodology is to describe the process

involved in research work. This includes the overall research design, data collection method, the field survey and the analysis of data.

 

Research Objective:  To find the satisfaction amongst the customers of Peaks Auto Ltd  Research Design:  Detailed and structured questionnaire was designed. Survey a sample of 100 customers. The methodology developed was Primary and Secondary

research. The questionnaire was designed to get information from

customers about their satisfaction and overall opinion about Peaks Automobile

CONTINUE:- Sources of Data:  Primary data: Secondary data:  Field of Survey:  The field work for the survey was conducted in Srinagar. The exercise

involved face to face interview with the customers.  Analysis:  The important factors and data’s collected were sequentially analyzed and

graphed.  Limitations of the Study:  The sample size is only 100 so the sample may not be truly representative of

the Srinagar popuation

DATA ANALYSIS AND INTERPRETATION

RECOMMENDATIONS

Quality improvement Reduce in the delivery time Concentrate on supply of the products Try to solve the problems of the

customers by direct interaction Stability in prices

CONCLUSION The flagship workshop at PEAKS is rated amongst the best

workshops within the Maruti network, on all India bases, in terms of infrastructure and customer satisfaction. In fact, it was rated as the number 1 workshop in the entire Maruti network in the JD Power Customer Satisfaction Survey in 1999.

Working as a trainee at Maruti peaks auto pvt. Ltd. was a great learning experience. During 45 days training, it was great to learn and deal with products and services of the company. The company has helped in providing a lot experience a lot of exposure.

On an average more than 73% people feel that the prices are affordable whereas 27% do not agree, 80% believe that attractive discounts are offered whereas 20% are not satisfied with the discounts offered.

20% said that the test drives are not offered and 74% said that the test drives are offered .

SUGGESTIONS

More advertisements should be there to make people aware about the services provided by the Peaks Auto ltd(An Authorised Dealer of Mariti Suzuki).

  There should be more advertisement on T.V. and also

on Net. campaigning should be done  Product catalogues and price lists should be provided

to the customers on regular basis.  Research and development activities should be

undertaken.  More relaxing discount schemes should be provided to

the customers on regular basis

THANKS