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Summer Internship Report

This document summarizes a study on consumer satisfaction with Maruti Suzuki vehicles in Ghaziabad, India. The objectives were to understand customer expectations, satisfying factors, problems faced, and opinions of Maruti Suzuki vehicles. A survey of 100 people in Ghaziabad found that comfort and mileage were most important factors and many were unaware of add-on services. The report suggests Maruti Suzuki improve promotion strategies, regularly measure satisfaction, and enhance employee product knowledge. It concludes customers are generally satisfied but some improvements could be made to products, services and retaining existing customers.

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savijjain
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399 views

Summer Internship Report

This document summarizes a study on consumer satisfaction with Maruti Suzuki vehicles in Ghaziabad, India. The objectives were to understand customer expectations, satisfying factors, problems faced, and opinions of Maruti Suzuki vehicles. A survey of 100 people in Ghaziabad found that comfort and mileage were most important factors and many were unaware of add-on services. The report suggests Maruti Suzuki improve promotion strategies, regularly measure satisfaction, and enhance employee product knowledge. It concludes customers are generally satisfied but some improvements could be made to products, services and retaining existing customers.

Uploaded by

savijjain
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 13

Name of Institution

Summer Internship Viva Voce


Monday, August 25, 2014
1
Name of Institution
2

Amity College of Commerce & Finance

Name of Institution
3
ACCF


CONSUMER SATISFACTION
TOWARDS MARUTI SUZUKI
Name of Institution
4
ACCF
INTRODUCTION
In the world of competition every organization cannot avoid
Customers. It has become necessity for an organization for its
survival in the industry, so that customer satisfaction plays an
important role.

To retain there existing customer as well as attract new once. In the
Environment of advancement of technology the companies are
trying hard to keep the pace with latest technology.

This report will help the company to know about the customers
satisfaction level Through feedback from customers at Ghaziabad. It
will also help the company to know more about the competitors. This
will help the company to know more about the wants and
expectation of the customers.


Name of Institution
5
ACCF
OBJECTIVES

1.To find out customer expectation from Maruti Suzuki.

2.To study the factors those satisfy and delight the customer.

3.To find out problem faced by customers.

4.To know customer opinion about Maruti Suzukis vehicles.





Name of Institution
6
ACCF
Research Methodology
Research means search for new knowledge. In other words
research may be defined as a scientific & systematic search for the
information on topic specified.
Population: GHAZIABAD(U.P).
Sample Size: The sample consists of 100 people.
Data Collection Source : I have adopted both methods Primary as
well as Secondary.
Primary Source: Primary Data are known as First hand information.
Method adopted in this report is by the way of Structured
Questionnaire.
Secondary Source: Secondary data is the second hand information
which are taken from the following & I have also adopted the same.
Books,Magazines,Internet,Newspaper.


Name of Institution ACCF
Analysis & Findings
1. Age Of Respondent
(a)<25 (b) 25-34
(c) 35-44 (d) 45 & above










Fig. 1
Interpretation
It is observed that, 11% customers age is below <25 years, 35% in 25-34 years,
34% in 35-44 years and 20% customers are above 45 years.



7
11
35
34
20
Respondent%
>25
25-34
35-44
40 & Above
Name of Institution
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ACCF

2. Preference of choosing particular car:-
(a) Comfort (b) Mileage
(c) Features (d) Price












Fig. 2
Interpretation
It is observed that, 40% customers preference was comfort, 35% is mileage, 15%
preferred features & 10% choose price.

40
35
15
10
Respondent%
Comfort
Mileage
Features
Price
Name of Institution ACCF
3. From which of the following add-services are you unaware?
(a) MTV (b) M-Finance
(c) MGA (d) MGP







Fig. 3
Interpretation
It was seen that, 21% of the customers were unaware of MTV, 26% were
unaware of M-Finance, 36% were unaware of MGA and 17% were unaware of MGP.


9
21
26
36
17

Respondent%
MTV
M-Finance
MGA
MGP
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10
ACCF
SUGGESTION

The co. should always keep in mind the need of young generation.

Company should improve on the promotion strategy of the Add-on
services as well as its product.

The Company shall be keen to know its customers satisfaction level
throughout doing Surveys, as it can treat customer satisfaction
directly.

Company should focus on improving/upgrade its employees
knowledge regarding the product, market situation.















Name of Institution ACCF
CONCLUSION

It has been observed that most customers are satisfied with pre and
post sales services similarly some of these customers are
dissatisfied with the post and pre sales service which is the matter of
concern for the company. Maruti Suzuki needs to improve some
parts of products and on its interior as well. High level of satisfaction
helps the company to retain its previous/existing and generate new
customer through Endorsement & Advertisment.

11
Name of Institution ACCF
Limitations
The research was conducted properly(fair means), the probability of
errors & biases kept is minimum; still some errors occurred because
of certain limitation.
These are as follows:-
A short span of time for research.

This was very time-consuming research method & the respondents
did not have sufficient time for giving information for such type of
research.

People were not ready to give responses for such type of research.

12
Name of Institution ACCF
Learning

From the Internship I have learnt that customer is the king of the
market. If the customers are not satisfied then the business cannot
grow, So their primary concern must be to satisfy & delight the
customers. For this, they need to provide them with:-
Proper Assistance.
Timely Delivery.
After Sales Follow-up.
Increase customers knowledge about the product.













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