A Study To Measure Satisfaction Level of Swift Car Owners

SHANTESHA MOTORS PVT. LTD.
Chapter 1
1.1 Introduction of the topic
1.2 Statement of the problem
1.3 Need for the study
1.4 Objectives of the study
1.5 Scope of the study
BELGAUM INSTITUTE OF MANAGEMENT STUDIES(M.B.A.) 1

1.1 INTRODUCTION OF THE TOPIC
It gives me immense pleasure to present you this entire project. The project emphasis on
“A STUDY TO MEASURE SATISFACTION LEVEL OF SWIFT CAR OWNERS
AT BELGAUM CITY” The study is undertaken at Shantesha motors pvt ltd. Belgaum.
The project focuses on measure satisfaction level towards the Swift car with respect to
enhance sales at Belgaum city.
Literature Review:
INDIA’S leading car manufacturer Maruti Suzuki is all set to launch its
much awaited Swift Diesel car.The move is likely to stir the high end compact car
segment as well as the mid-size seaden market to an extent.
As in the case of Swift petrol,which was launched in India around the same
time as in other parts of the world,the company is launching Swift Diesel within a few
months of launching it in Europe .The Diesel engine at present has a localization level of
75.5%,making it more suitable to the Indian roads.The people are eager to look at change
in automobile industry.
The Swift has exponential growth in market with high competition,in the Swift
you get aircon,which Hyundai is not offered in the getz and that is big plus.Unabasehedly
stylish.with a clear sense of muscularity car in a history of Maruti Suauki.The auto
experts say as Even if the Swift had no engine people would buy it –
and that’s because of its outrageous concept car looks.As per the present surveyed
concern the result of the sales is higher than the last year.

Customer Satisfaction:
One of the key requirements of customer satisfaction is to amicably
solve any customer complaint/problem. Often a problem well solved strengthens the
relation further and this happens at the personal level and also at the organizational level.
Bond111 and et.al,identified three different sets of critical –to-quality(CTQ)Factors that
generate Customer satisfaction and dissatisfaction: basic, articulated and basic factors
may betaken as stated need and the implied need respectively. Excitement factors are
quite different in nature, their absence does not lead to dissatisfaction, but their presence
in products/services generate high levels of satisfaction, they have aptly commented that
excitement factors are the most difficult to identify and they have to be discovered along
with the customer. An effective complaint handling process helps identify these factors.
Firms should use the standard not only for immediate improvement in
customer satisfaction through effective complaint handling process but also take strategic
advantage by making the system more convenient for the customer to lodge a complaint
in order to get better ideas from the customers. This standard is suitable for both big and
small organization.

1.2 STATEMENT OF THE PROBLEM
In Indian car industry, small car segments have played a very crucial and significant role due
to its economy, efficiency and effectiveness. Due to invasion of foreign cars into Indian
markets, the pace of competition has hiked. This study will provide solutions to the problems
of the management to know the satisfaction level of the Swift car owners. And the reason for
preferring or not preferring the Shantesha motors Pvt. Ltd. services, by the swift car
customers.
Thus keeping these points in mind, a few objectives were set such as satisfaction level of
swift car and with respect to services of the Shantesha motors Pvt. ltd. The preferences
towards particular car and services or particular facility, the effectiveness of the introduced
services, causes for dissatisfaction are some objectives of this study.
1.3 NEED FOR THE STUDY
The main purpose of the study is to know the “A Study to Measure the Satisfaction level of
Swift car Owners at Belgaum City” This study will provide solutions to the management by
understanding feedback from particular car users. The organization should lend the services
in such a manner which will satisfy their customer in other wards the Customer satisfaction
play important role in the success of any organization

1.4 OBJECTIVES OF THE STUDY
1. To know the satisfaction level of swift car Owners through various measures.
2. To understand competitive advantage towards other car segments
3. To find opinions of respondents as regards to their state of level of satisfaction with
regards to swift car
4. To understand the facilities /service expected by customers from Dealer
1.5 SCOPE OF THE STUDY
The study will provide the solutions to the management by understanding customer
feedback, and the level of satisfaction towards the service provided by the management or
organization. Through this study the management will know
 To study the reason why people opt four-wheeler
 To know the features considered by the customers while purchasing a Swift car.
 To know the satisfaction level of Swift car owners
 To know the reason for preferred only Swift car

Chapter 2
2.1 Literature review
2.2 Industry profile
2.3 Company profile
2.4 Organization chart

2.5 Introduction about Swift car
2.1 LITERETURE REVIEW
Now for the serious review: The car is well built and the doors have the typical heavy car
door sound - they go THUNK when you shut them. The interior is quite spacious - in front.
The dashboard is well laid out and is neat to look at - the instrument console (speedometer-
fuel guage, temp guage, warning lights) is easily visible. The rear seats according to my
brother are quite comfy - there's decent leg room for the rear passenger even with the front
seats pushed almost back.
The only thing missing in the rear seats in terms of comfort are teh rear head rests - the LDi
doesn't have them! It doesn't bother much me since I'm the one who'll be driving most of the
time! :D Another point that I'd like to bring up about the rear seats is to counter what some
reviewers have said about the sloping roof cramping the rear seat occupants. - According to
me, it is an optical illusion that the rear seat occupants are cramped due to the sloping roof -
the only reason being that the front of the roof is actually quite high - the head room in front
is more than adequate for a man in a turban to sit comfortably. so by the time the roof tapers
to the rear - it's actually at a normal height - Hats off to the designers for that!
The turning radius is qreally good too - compared to the Fiat Palio 1.9D (i used to drive my
sisters car a lot) it's a dream!
The bigger wheels tend to absorb more potholes that the Gurgaon roads have to offer the
daily commuter!
The car is broader than what it seems, and takes a bit of getting used to - ADVICE: install the
Left ORVM immediately upon purchase of the car- and USE IT! I've heard people say they
don't use it because they don't want to break them in traffic - I feel its better to break a mirror
than to break your car!!! In the swift the central rear view mirror doesn't offer too much
visibility - so the outside mirrors really help - besides good drivers use these mirrors
effectively!
The boot is not as spacious as some cars in this category - however, one can easily pack 3 air
bags for a weekend trip OR a large suitcase. I feel it's enough

2.2 INDUSTRY PROFILE
MARUTI UDYOG LIMITED
Maruti Udyog Ltd was established in Feb 24 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. SUZUKI Motor Company chosen from seven prospective partners
worldwide. This was not only due to their undisputed leadership in small car but also their
commitment to actively bring to MUL contemporary technology and Japanse management
practices. A license and a joint venture agreement were signed between Govt. of India and
Suzuki motor company in 1982
Modernization off the India Automobile industry.
Production of large number of motor vehicles, which was necessary for economic growth.
Maruti created a history by going into production in a record of 13 months.
On 4th December 1983, the prime minister of India, Mrs. Indira Ghandi, handed over the
keys of the first
Car to Mrs. Harpal Singh of Dehli Volume targets were routinely exceeded and in march
1994, maruti became the first Indian company to produce over one million vehicles, a
landmark yet to be achived by any other car company in India. Maruti is highest volume car
manufacture in Asia, outside Japan and Korea, having produced over 3.5 million vehicles by
December 2001. Maruti is one of the most successful automobile joint ventures and has made
profits every year since inception till 2000-2001 although Maruti generated operating Profile
on an income of Rs.92.5 billion, high depreciation on new model launches resulted in a book
loss. They are on track for profits in 2001-02, with a profit of Rs . 300 million in the first
half. In this period sales have increased by 55.33% against an industry decline of 6.1%
Maruti revolutionized the way Indians looked cars no other company so completely
dominates its home market. (The economist) despite their being 1 st company in the car
market. Maruti holds about 60% of the total market share MUL is also the first and only car
company in the world also lead as home market in terms of both market share and in these JD
power customer satisfaction study JD power.
Asia pacific 2000 India customer satisfaction studies. Great stress is laid on training and
motivating the people who maintain the man and equipment, since the best equipment alone
cannot guarantee high quality and productivity. MUL introduced maruti 800 in the year 1983
by providing a complete facelift to the Indian car industry. The car was launched as a people
car with a price tag of Rs. 40,000 this changed the industry’s profile dramatically
Maruti 800 was will accepted by middle income facilities in the country and its sales
increased from 1200 units in FY 84 to more than 2,00,000 units in FY 99. However in FY
2000, this figure came down to 189,184 units due to rising competition from Hyundai’s
Sentro, Telco’s Indica and Daewoo’s Matiz. MUL extended its product range to include
Vans, multi utility vehicles(MUL’s) and mid sized car. The company has single handedly
driven the sales of the car in the country from 45,000 in financial year 84 to 409,951 cars by
Fy 2000 cornering around 79.6% market Share with increasing competition from new
entrants, this market shares has plummeted to almost 62% in FY 2000.
The de-licensing of auto industry in 1993 opened the gates to virtual flood of
international automakers into the country with an idea to tap the large population base of
9540 mm people. Also the lifting of quantitative restriction on imports by the recent policy is
expected to add up to flurry of foreign cars into the country.
Many companies have entered the car manufacturing sector, to tap the middle and
premium end of car industry. The new entrants are Daewoo (Matiz), Telco (Indicia) and
Hyundai (Sentro) in upper end of economy car market. GM Ford, Peugeot, Mitsubishi,
Honda and fiat have entered the foreign collaboration led to limitation on import of
technology through technical agreements.
The other control imposed on carmakers related to production capacity and
distribution. The GGOI control even extended to fixation of prices for cars and dealers
commissions. This triggered the start off a protracted legal battle in 1969 between some
carmakers and GOI. Simply put the three decades followings the establishment of the
passenger car industry in Indica and leading up to the early 1980’s proved to be the dark ages
for the consumer as his choice throughout this period was limited to two models viz,
ambassador and padmini. It was only 1985, after the entry of Maruti Udyog that the
carmakers were given a free had to fix the pricing of the end product.
In the early 80’s a series of liberal policy changes were announced marking anther
turning point for the automobile industry. The GGOI entered the car business with 74% stake
in Maruti Udyog Ltd, (MUL) the joint venture with Suzuki Motors Ltd, of Japan.
In 1985, the GOI announced its famous broad branding policy which gave new licenses to
broad groups of automotive products like two and four wheeled vehicles. Though a liberal
move, the licensing system was still very much impact.

Maruti Udyog Ltd,(MUL) a subsidiary of Suzuki Motor Corporation of Japan has

been of the Indian car market for about two decades. Its manufacturing plant, located some
25km south of New Dhlhi in Gurgoan, has an installed capacity of 3,50,000 units par annum,
with a capacity to produce about half a million vehicles. The company has portfolio of 11
brands Alto and wagon R, off-roader, Gypsy, mid-size Esteem, luxury car
Baleno, the MPV Omni, Versa and luxary SUV Grand Vitara XL7.
In recent years MUL has made major strides towards its goal of becoming Suzuki
motor corporation’s R and d hub for Asia.
It has introduced upgraded versions of wagon R, Zen and Esteem completely
designed and styled in house.
Maruti Suzuki India company profile

Company `
Maruti Suzuki India Ltd profile:
Ticker: 532500
Exchanges: BOM
2008 Sales: 181,040,000,000
Major Industry: Automotive
Sub Industry: Diversified Automotive Mfrs
Country: INDIA
Employees: 7090
ORGANIZATION VISION:
"The Leader in The Indian Automobile Industry, creating Customer Delight and
Shareholder's Wealth; A pride of India."

Production milestones
1981  Maruti Udyog Ltd. was incorporated.

1982  Steped into a JV with SMC of Japan.
1983  Maruti 800, a 796 cc hatchback, India's first affordable car was produced.
1984  Installed capacity reached 40,000 units. Omni, a 796 cc MUV was in production.
1985  Launch of Maruti Gypsy (970cc, 4WD off-road vehicle).
1986 Produced 100,000 vehicles (cumulative production).
1987  Exported first lot of 500 cars to Hungary.
1988  Installed capacity increased to 100,000 units.
1992  SMC increases its stake to 50 per cent.
1994  Produced the 1 millionth vehicle since the commencement of production.
1995  Second plant launched, the installed capacity reached 200,000 units.
1996  Launch of 24-hour emergency on-road vehicle service.
1997  Produced the 2 millionth vehicle since the commencement of production.
1998  Launch of website as part of CRM initiatives.
1999  Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai as social
initiatives.
2000  IDTR (Institute of Driving Training and Research) launched jointly with Delhi
government to promote safe driving habits.
2001  Launch of customer information centers in Hyderabad, Bangalore, and Chennai.
2002  SMC increases its stake to 54.2 per cent.
 Launch of Maruti Finance with 10 finance companies in Mumbai.
 Start of Maruti True value in Mumbai.
2003  Production of 4 millionth vehicle.
 Listed on BSE and NSE after a public issue oversubscribed 10 times.
2004  Maruti closed the financial year 2003-04 with an annual sale of 472122 units,
the highest ever since the company began operations 20 years ago.
2005  The fiftieth lakh car rolls out in April, 2005.
2006  Maruti and Magma in pact for financing cars .
2007  Maruti starts driving and Technical Training Institute for Tribal Youth.
2008  Maruti Suzuki inks agreement with Mundra Port for a mega car Terminal for
Exports.
2009  Maruti Suzuki launched premium hatchback Ritz on May 15.
2010  Maruti Suzuki manufactures 10 lakh units in 2009-10.

AWARDS :
2004
Maruti Suzuki was No.1 in Customer Satisfaction, No.1 in Sales
No.1 in Total Customer Satisfaction (Maruti 800, Zen and Alto)
Business World ranked us among the country's five most respected
companies
Business World ranked us the country's most respected automobile
company
Voted Manufacturer of the year by CNBC
2001
MUL tops in J D Power CSI (200 1) for 2nd time in a row: another
international first
2000
Maruti bags JD Power CSI – 1st rank; unique achievement by market
leader anywhere in the world
1999
MSM launched as model workshop in India; achieves highest CSI rating.
Central Board of Excise & Customs awards Maruti with "Samman
Patra", for contribution to exchequer and being an ideal tax assessee
1998
CII's Business Excellence A ward
1996
Maruti wins INSSAN award for "Excellence in Suggestion Scheme"
Awarded the Star Trading House status by Ministry of Commerce
1994-95
Engineering Exports Promotion Council's award for export performance
1994
Best Canteen award among Haryana Industries as part of employee
welfare
1992-93

1991-92
MARUTI CULTURE:
Our employees are our greatest strength and asset. It is this underlying philosophy that has
molded our workforce into a team with common goals and objectives. Our Employee-
Management relationship is therefore characterized by:
• Participative Management.
• Teamwork & Kaizen.
• Communication and information sharing.
• Open office culture for easy accessibility
To implement this philosophy, we have taken several measures like a flat organizational
structure. There are only three levels of responsibilities ranging from the Board Of Directors,
Division Heads to Department Heads. Other visible features of this philosophy are an open
office, common uniforms (at all levels), and a common canteen for all.
This structure ensures better communication and speedy decision-making processes. It
also creates an environment that builds trust, transparency and a sense of belonging amongst
employees.

2.3 COMPANY PROFILE
SHANTESHA MOTORS PVT.LTD.
INTRODUCTION:
SHANTESHA MOTORS PRIVATE LIMITED is an authorized dealer for Maruti
Udyog Ltd, for Marketing, Sales, Maruti Genuine Spares, Maruti Genuine Accessories,
Service and Repairs of Maruti range of vehicles.
HISTORY:
Shantesha Motors commenced operations on 20/5/2000 in Belgaum and is one of the
good authorized dealers for Maruti Udyog Ltd. Today they have turn over of20 crores, hence
making them one of the Maruti dealer in India.
Shantesha Motors have the excellent network of sales and services center in Belgaum
and they are leading Maruti dealers in north Karnataka. At Belgaum Shantesha showroom is
located near to K.L.E Hospital. The workshop locatedC at Nehru Nagar. carries out after sales
operations, free service, paid service and Running repairs.

h Besides this the workshop also in
to selling of pre-owned cars and Ranks First for thei sale of pre-owned cars in India. The
stockyards situated at attach to showroom carries ethe pre-delivery inspection of all the
vehicles and gets them ready for the sales. It has paved
f surface stocking area of about 50 to
100 Maruti vehicles.
t
i
v
SHANTESHA MOTORS PVT. LTD. O
i
2.4 ORGANIZATION STRUCTURE OF SHANTESHA MOTORS PVT LTD.
c
Showroom and stockyard:
e
r
Chief Executive officer
h
Mgmt representiative
i
Sr.General mgmr
(operations) e
G.M.(Sales) f G.M.(Works)
Asst. Mgr Sr. Exe Dy. Mgr E

Dy. Mgr Sr. Exe
(Mktg) (pre-Del) (System) (Sales) (Mgr Admn)
x
Pre-del & c
Field Sr. Exe Sales Dy. Mgr Dy. Mgr
Delivery (Sales) (Sales)
Executivs (System) Executive
Executive u
e
Stockyard Asst Asst.
Supervisor
f
System
Washing Mechanic
Operator
i
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e

2.5 Introduction about Swift car
Maruti Suzuki Swift in India
Maruti Udyog Ltd. launched a compact car - Swift in the Indian automobile market in 2005.
Adorned with the combination of Japanese technology and European styling, the sedan has
won many awards since its launch. Comfortable interiors, stunning looks, and high ride
quality - all combine to make this hatchback an elegant and stylish car that is perfectly
suitable for Indian roads. Both petrol and diesel variants of Maruti Swift offer an enjoyable
ride, which is better than any other vehicle in the category of compact cars.
In India, Suzuki has launched Swift as a joint venture with Maruti and the car is known as
Maruti Swift. In the Indian auto market Swift is available with seven variants four with petrol
and three with diesel engine option. The petrol version of Maruti Swift is powered by 1.2L
K-series engine. The 1.2L, K-series petrol engine present in Maruti Swift is highly fuel
efficient with the availability of 16 Valve light weight DOHC engine that reduces friction
and improves durability and fuel economy to the best in town. Maruti Swift is endowed with
5 Speed Manual Transmission Gearbox. This gearbox is cable type gearshift which is of
great help at the time of shifting of gear. Maruti Swift’s powerful engine with the emission of
BS IV and is very fuel efficient and a very good performer that offers an impressive mileage
of 14.4 kmpl in the city roads and 18.1 kmpl on the highways.
However, the diesel version of Maruti Swift is packed with 1.3L, DDiS engine with a
displacement of 1248cc. The 1.3L diesel engine is packed with turbocharger and intercooler
combination that offers efficient combustion and clear emissions. The diesel engine is
endowed with 5 step multi injection common rail system that offers better fuel combustion
and hereby gives good performance and makes the car economical to run. This compact
diesel engine is incredibly fuel efficient and offers a mileage of 16.9 kmpl in the city roads
and 19.6 kmpl on the highways.

Engine
Maruti Swift is powered by 1298cc, 16-valve engine that generates maximum power of
87bhp @ 6000rpm and maximum torque of 113Nm @ 4500rpm. The vehicle accelerates
from 0-100 km/h in just 10 seconds, with a maximum speed of 160 km/h. The gasoline
engine is equipped with MPFI injection system. On the other hand, the diesel variant of
Maruti Swift is powered by turbo-charged 1.3L engine, which delivers power of 75 bhp at
4000 rpm and 190 Nm of torque at 2000 rpm.The diesel engine comes with latest CRDi fuel
injection system
Design and Comfort
Its unique design has made Maruti Swift car a very tempting option in the hatchback
category. The concept car-like styling and excellent build quality of the car makes it stand
out in the crowd. Its compact dimensions allow it to squeeze into congested parking spaces.
The peeled back headlamps, tight front grille, and stylized tail lamps are some of its
attractive features. Bench-type rear seating of Swift allows three to sit and enjoy the ride
comfortably. The cabin comfort is enhanced by automatic climate control system (in ZXi
variant).
Interiors
The beautiful and spacious interiors of Maruti Swift come with a variety of attractive
features. Fabric accented door trims look trendy, while the boot accommodates plenty of
luggage. The long wheelbase and width of the automobile ensure high level of comfort and
spaciousness for front and rear-seat passengers. The seats are designed thoughtfully, with a
deep base providing enough under-thigh support.

Ride and Handling
Maruti Swift is equipped with six on-board computers to optimize the car's performance and
drive quality as per the changing driving conditions. The engine is specifically designed for
better performance at low and mid-range speeds. It delivers considerable performance on
winding country roads and slow moving traffic as well. The strong underbody structure of
Swift allows suspension and steering systems to work to their full potential, so that you get a
more refined ride. The car comes with 5-speed manual gearbox, with cable-shift mechanism
that features an updated short stroke design for a firmer, quick shift.
Safety
Maruti Swift is equipped with collapsible steering column, front seatbelt pre-tensioners -
with load limiters, and energy absorbing trim - to safeguard its occupants on collisions. Dual
front airbags deploy in an instant, to protect the passengers from the impact of collisions. The
standard safety features found in all the variants of Maruti Swift are collapsible steering,
child safety locks, front and rear seatbelts and dual side-impact beams.

Maruti Suzuki Swift Models in India
This is the base model of petrol version of car with BS IV emission and
MarutiSwift LXI
features like ac, power steering, etc.
This is the upgraded version of petrol version LXI with extra features like
MarutiSwift VXI fog lamps, black colored A & B pillars, silver paint door garnish, 12 V
accessory socket in centre console, etc.
Maruti Swift VXI This is again upgraded version of Maruti Swift VXI with extra feature of
with ABS ABS (Anti Braking Lock System).
This is the top end variant of petrol version with extra features like dual srs
Maruti Swift ZXI airbags, seat belts with pretensioner, key with integrated remote control,
etc.
This is the base model of diesel version with BS III emission and features
Maruti Swift LDI like power steering, air conditioner, seat belts, child lock, side impact
beams, etc.
This is upgraded version of diesel engine with extra features like fog
Maruti Swift VDI lamps, colored door handles, front fog lamps, black colored A & B pillars,
key not removed warning buzzer, etc.
Maruti Swift VDI This is the top most variant of Sift diesel with extra feature of ABS in it
with ABS and the remaining feature of Maruti Swift VDI.
Maruti Suzuki Swift Petrol
The Maruti Suzuki Swift is a car with Japanese technology and European styling, sporty
looks, elegant and innovative design.

Review of Maruti Suzuki Swift Petrol
The 1.3L engine gives a max. power of 87 bhp @ 6,000 rpm and a max. torque 113 Nm
@ 4,500 rpm. The car sprints from 0-100kmph in a mere ten seconds and the car's top is 160
kmph. The instrument panel contains a tachometer, light-off/key reminder, driver's seatbelt
warning lamp, door ajar warning lamp and 3-spoke urethane steering wheel. Standard interior
features of the Swift Petrol are Cup holders, Sports-type spherical shift knob, Sun visors,
Tripmeter, Remote fuel lid opener and Front door trim pocket.
The exterior features are highlighted via headlamp levelling device, tailgate opener key-
type, windscreen wiper 2-speed+1-speed intermittent, rear fog lamps and green tinted glass
window. The top end Swift fully loaded has extra safety features and accessories like
automatic climate control (no other car in its class offers this feature), driver seat height
adjuster, 12V accessory socket, electromagnetic type tailgate opener, rear window wiper &
de-mister, ABS (Anti-lock Braking System) with Electronic Brake-force Distribution (EBD),
keyless entry and dual front airbags.
Features and Specifications of Maruti Suzuki Swift Petrol

• Displacement - 1298 cc
• Maximum Power - 87bhp @ 6,000rpm
• Maximum Torque - 113Nm @ 4,500rpm
• Fuel Distribution Multipoint injection
• Suspension Front - MacPherson strut and coil spring
• Suspension Rear - Torsion beam and coil spring
• Fuel Tank Capacity - 43 litres
• Steering - Rack and pinion, power assisted
Comfort and Convenience

• Power Steering
• Front electric windows
• Rear electric windows
• Central door locking 4 doors 5 doors
• Automatic climate control system
• Heater
Mileage of Maruti Suzuki Swift Petrol
11 km per litre in the city and 14 km per litre on the highway

Price of Maruti Suzuki Swift Petrol
(Ex-Showroom Mumbai Price) [fn] Maruti Suzuki Swift Price [/fn]
MARUTI SWIFT LXI - Rs 4,29,468 (Non-Metallic), Rs 4,29,468 (Metallic)

MARUTI SWIFT ZXI (ABS) - Rs 5,49,435 (Non-Metallic), Rs 5,49,435 (Metallic)

MARUTI SWIFT VXI (ABS) - Rs 4,82,765 (Non-Metallic), Rs 4,82,765 (Metallic)
MARUTI SWIFT VXI - Rs 4,61,889 (Non-Metallic), Rs 4,61,889 (Metallic)
Accessories for Maruti Suzuki Swift Petrol

Genuine Company Accessories[fn] Swift Accessories [/fn]
Available Colors for Maruti Suzuki Swift Petrol
Metallic Beam Blue, Metallic Midnight Black , Metallic Mint Frappe, Mettalic Azure Grey,
Solid Bright Red, Metallic Crystal Gold, Metallic Garnet Orange and Metallic Silky Silver.
Competing Cars with Maruti Suzuki Swift Petrol
• Chevrolet Aveo U-VA

• Hyundai Getz Prime
• Fiat Palio Stile
• Skoda Fabia
MARUTI SWIFT 2007 - Diesel

The new model of Japanese engineering is all set to roll out on Indian roads in the year 2007.
Its European style of design laden with dream-like handling is ready to boost its share in the
Indian market with its Maruti Swift 2007 model. It now aims to expand its share with Maruti
Swift which is currently dominated by Hyundai Getz and Fiat.
MARUTI SWIFT (DIESEL)
The diesel version of new Maruti Swift comes at ex-showroom price of Rs. 4.6 lac and
above. It is priced at Rs. 4.84 lac in Mumbai where as the ex-showroom price is lesser in
Delhi at around Rs. 4.68 lac. The estimated on road price for the new Maruti Swift 2007
diesel model is Rs. 5.4 lac.
The new Maruti Swift 2007 is available in LDi and VDi models. The new LDi and VDi
models are equivalent to earlier LXi and VXi models and they have taken the market by
storm with the economical features provided. Currently, there is no equivalent to the ZXi

model of earlier Maruti Swift 2005 models. It gives all the luxuries of a basic car owner in
the most economical price band. Dimensions of the new Maruti Swift 2007 diesel model are
same as the petrol model, however; the diesel version experiences an increased weight of 85
kgs. The 1.3L Multijet engine is sure to capture the compact car segment and is a perfect
beauty. However, if you are looking at more space and head roof Maruti Swift 2007 is not
the car for you.
The new diesel model of Maruti Swift has surprised Indian customers with its improved and
powerful version of engine. The engine, manufactured under license from Opel and Fiat, has
already bagged the "Engine of the Year 2005" award in Europe in the 1 to 1.4 lt. category. It
is turbocharged with 1.3 lt. DDiS or Deisel Direct Injection System that lends 190 nm torque
which enables only 4.6 lt of fuel consumption per 100 km. This engine is supposed to be
world's smallest engine with four cylinders. Each cylinder is four valve cylinders and has
inline cylinder configuration. With better performing engine, experts hope that this diesel
version would produce lesser noise than its contemporaries
Technical Specifications of Maruti Swift

Overview
Model Maruti Swift
Body Type Hatchback
Number Of Doors 5
Seating Capacity 5
Fuel Capacity 43 liters
Dimensions
Length 3695mm
Width 1690mm
Height 1530mm
Wheelbase 2390mm
Ground Clearance 170mm
Minimum Turning Radius 4.7 m
Weight
Kerb Weight 980 kg [LXi] 1000 kg [VXi] 1010 kg [ZXi]
Engine
Type 1.5-litre DOHC 16-valve
Number Of Cylinders 4
Displacement 1298 cc
Transmission Five-speed manual, with synchromesh in all gears, one reverse
Max. Power 87bhp @ 6000rpm
Max. Torque 113Nm @ 4500rpm
Suspension
Front Suspension MacPherson strut and coil spring
Rear Suspension Torsion beam and coil spring
Brake
Front Ventilated Discs
Rear Drums

Steering Type Rack & Pinion
Tyre Size 165/80 R14 / 185/70 R14 (tubeless)
Maruti Swift DZire
The new Swift DZire joined the Swift and SX4 in Suzuki's Indian lineup and is intended to
"redefine the market and stir excitement in the entry level sedan segment".
Swift DZire
It's a good news for the consumers because Swift DZire, which comes both in diesel and
petrol engines, offers luxury feature options including integrated stereo, steering mounted
audio controls, automatic climate control and power windows as well. Not only this but, it is

also equipped with latests safety features like Dual Airbags, ABS with EDB, collapsible
steering column and an i-CATS anti-theft facility. It's true to say that many of these features
are being offered for the first time in this segment in contemporary car market in India.
Variants
Petrol Diesel
LXI LDI
VXI VDI
ZXI ZDI
Features
Launched as a replacement of the earlier mid size sedan Maruti Esteem, the Swift DZire is
sophisticated in look and features. There is a long list of features of Swift DZire which
includes:
Interiors
Steering Mounted Audio Controls:

Swift DZire is equipped with a classy dashboard integrated audio system with remote control
along with powerful speaker.
Automatic Climate Control (ACC):

Whenever you need to choose you temperature, just choose the temperature you desire
and the on-board computers is there to auto-adjust to the weather outside, maintaining precise
cabin temperature.
Exteriors
Makes Heads Turn with its desirable exteriors:

• There is a chiseled shoulder line to complement muscular flared wheel arches and
sills.
• Rich chrome styling for an imposing grille and an impressive rear is also there now.

• Stylish wraparound tail lamps fitted.

• Powerful clear lens headlamps for superior night visibility is and additional benefit
for you.
• Headlight leveling allows you perfect light beam adjustment while driving.
• A high mounted stop lamp and a rear bumper-integrated fog lamp give clear signals
to following traffic, thus avoiding accidents.
Comfort & Convenience
Indulge your desire of complete comfort:

• All around power windows for improved convenience to the drivers is there now.
• Sounds absorbing materials and vibration dampers for a smooth and pleasurable
drive.
• Now, there is height adjustable drivers seat for personalized driving position.
• A tilt adjustable steering column lets you to set it just right for your height, so you
enjoy a comfortable drive and enjoy the ride even for long distance.
• Improved comfort in the back row for those who don't drive but enjoy the ride.
Variants
Though, Swift DZire is a car yet, it has something different from others in terms of
performance. Below mentioned points really makes it a perfect blend of style and luxury in
the contemporary car market. Few info just for you:
Petrol Diesel
LXI VXI ZXI LDI VDI ZDI
Comfort & Convenience
Electronic Power steering Yes yes Yes Yes yes Yes
Adjustable steering – tilt - - Yes - - Yes
Driver's seat height- - yes - - Yes

adjustment
Front electrical power
- yes yes - yes Yes
windows
Rear electrical power
- yes yes - yes Yes
windows
Central locking (4 doors) (4 doors) (4 doors) (4 doors)
Manual air conditioning Yes yes - Yes yes -
Automatic climate control
- - yes - - Yes
system
Heater Yes yes yes Yes yes Yes
Front Manual Window Yes - - Yes - -
Rear Manual Window Yes - - Yes - -
TECHNICAL SPECIFICATIONS OF MARUTI SWIFT DZIRE

DZire Petrol DZire Diesel
ENGINE
Type MPI petrol/in-line/SOHC Multijet/DDis/DOHC
Fuel distribution Multipoint injection Common Rail
Capacity 1298 1248
No. of cylinders 4 4
No. of valves 16 16
Bore x Stroke 74 x 75.5 69.6 x 82
Compression ratio 9.0:1 17.6:1
Maximum power
87@6000 75@4000
(Bhp@rpm)
Maximum torque
113@4500 190@2000
(Nm@rpm)
Fixed geometry turbo charger with
Air charging system Naturally aspirated
intercooler
Emission BS III BS III
WEIGHTS 1010(Lxi) 1090(Ldi)
1025(Vxi) 1105(Vdi)
1035(Zxi) 1115(Zdi)
TRANSMISSION
5 speed manual, with synchromesh in 5 speed manual, with synchromesh in all
Type
all gears, one reverse gears, one reverse
Gear ratios
Gear Ratio 1st 3.545 3.545
Gear Ratio 2nd 1.904 1.904
rd
Gear Ratio 3 1.280 1.233

Gear Ratio 4th 0.966 0.911

th
Gear Ratio 5 0.757 0.725
Reverse 3.272 3.250
DIMENSIONS All Variants
Wheel Base (mm) 2390
Overall Length (mm) 4160
Overall Width (mm) 1690
Overall Height (mm) 1530
Ground Clearance (mm) 170
Front Track (mm) 1470
Rear Track (mm) 1480
Turning radius (m) 4.7
440 (Zxi & Zdi)
Boot Space (liter)
464 (Lxi, Ldi, Vxi & Vdi)
CHASSIS All Variants
Rack and pinion,
Steering
Pinion type electronic power assisted
Front Brakes Ventilated Discs
Rear Brakes Drum
Front Suspension MacPherson strut and coil spring
Rear Suspension Torsion beam and coil spring
WHEELS & TYRES
Steel wheels (Lxi, Vxi, Ldi, Vdi)
Wheel type
Alloy wheels (Zxi, Zdi)
Wheel size 14"
Tyre type Tubeless
165/80 R 14 (Lxi, Vxi, Ldi, Vdi)
Size
185/70 R 14 (Zxi, Zdi)
CAPACITIES All Variants
Fuel tank capacity (L) 43
Seating capacity
5
(persons)
No of doors 5
The major players in small car segment are:
The battle royal in the India car market has entered the next phase. One old assumption has
been vindicated – that over 80% of the Indian car market is still confined to the small, sub –
Rs 4 lakh models. And that mod-size and digger models can only provide the icing on the
cake, not the cake itself to any manufacturer.

Quite apart from these specific lessons that each man learnt, there were several surprises that
the car market threw up. First world-class technology and quality were considered a given
now. Second, the Indian buyer had begun to expect model and engine upgrades as frequently
as his US or European counterparts. The Indica had to
upgrade their engines in less than one year after launch, the power steering option barely a
year after it hit the market.
And finally, while the manufacturers could continue to refer to it as the ‘Indian small car
segment ’, the buyer characteristics were anything but homogeneous. There were distinct
group with distinct preferences. And the days of one model becoming the undisputed
heavyweight champion were over for good.
Brief description of major players in this segment.

Hyundai:
Hyundai has become the undisputed number two in the Indian auto market, and the only
one-even rivals admit- with the capability of giving leader Maruti a run for its money in the
total volume stakes though Hyundai in India currently sells just about a quarter of the
numbers that Maruti does.
Hyundai got everything right because it got the value-price–technology equation almost
perfectly right from day one. The Santro was an instant winner from the day it was
introduced in the Indian market because it offered the optimum mix of space and technology
in the small car market, at a highly competitive price.And with easy consumer financing
available in the market,Hyundai did not have to work too hard to persuade even entry-level
car buyers to go for the Santro instead of the Maruti 800.
And when it launched mid-size Accent some time later, Hyundai proved that it could get its
value-price equation consistently right across different segments.
But despite its great start, Hyundai made two mistakes and by Maruti it is also one under
the most pressure because after zooming to the number two spot, it cannot afford to skid in
the race. But Telco’s Indica is snapping at its heels. And Maruti's backlash is expected to
target the Santro more than any other model.

The two miscalculations that Hyundai made? First, while Hyundai Santro was harping on
the fact that it was a new generation car, it hadn't brought its latest engine technology to India,
it was a mistake that rival Matiz capitalised on once Euro-II pollution norms were announced
for the motors. Daewoo most of the fact that every Matiz was Euro-II complaint –while
Hyundai could offer an Euro-II version only at a higher price. Though the latter moved quickly
in a damage-control exercise, the Santro did lose a bit of its sheen.
But worse for Hyundai, it-miscalculated demand for its cars. The result: when demand
peaked for the Santro, it was in no position to offer the car off-the-shelf like its rivals. Buyers
had to wait for three months to get a Santro after booking it.
Hyundai is moving fast to sort out its capacity problem. Work will soon start on the second
phase of its Sriperumbudur car project, one year ahead of what was initially planned. An
additional investment of $400 million will help expand capacity from 1.2 lakh cars to 2 lakh
cars per annum.
That apart, the big worry for Hyundai is that other than the Santro (the Atos in Korea), it
doesn't 'have any other small car in its armoury. Unlike Suzuki which is primarily a small car
specialist, Hyundai can only introduce bigger cars in the Indian market either from its own
product range, or those of Kia Motors, which it took over last year.
And the car maker is planning to do precisely that. Over the next two years, It plans to offer
the Sonata, priced at around Rs "12 lakh, m the segment above the Astra/Lancer/City category.
'The Sonata is a niche product. We hope to sell about 250 cars a month," says Gandhi. Also,
Hyundai will be launching a sports utility vehicle (SUV), currently under development in
Korea.
Hyundai is looking a bit vulnerable now because globally it is a minnow in the car market. St
lacks the sheer money power and product muscle to keep fighting the Fords and Telco in any
market. And if Ford does take over Daewoo Motors, Hyundai's number two position in India
could be seriously under threat.
Telco: The Home-Grown Challenger
When it first announced its plans,' scepticism abounded. With dozens of global car makers
hitting the Indian market with new products, few people would have given Telco much of a
chance with an indigenously-developed car. Especially since Telco did not boast a great
reputation for developing even world-class commercial vehicles, forget passenger cars.
When the Indica hit the market, the consensus opinion was that Telco had goofed up again. It
had got its car and engine developed abroad - but all that was marred by the production quality
of the cars when they rolled out of the Telco plant in Pune. The Indica was riddled with
quality problems. A year down the line, almost everyone grudgingly admits that the Indica has
been a success. The Telco formula of pushing the biggest small car with a rugged diesel
engine has been a major hit in the semi-urban and rural markets.

Rajesv Dube, general manager, commercial (passenger cars), Telco, points out the company's
biggest advantage: low costs, fin other words, Telco can recover the costs of introducing a
new car at a much lower volume of sales than its rivals can. But the flip side is that all global
giants can amortise the costs of development by selling the same car across different world
markets, Telco can't.
At the moment though, the Telco strategy is to tap the niches first. The Indica, with the diesel
engines being pushed hard, was clearly aimed at a segment none of the rivals was addressing.
Similarly, the new car Magna it is planning to launch is again expected to be a niche car
addressing a particular need \n the Rs 12-16 lakh car segment. And in the SUV market, Telco
has already introduced the premium Safari, which again focuses on a small niche.
It is a smart strategy as it avoids taking any of the big guns head on. But in the long run,
Telco knows it has to take on its rivals in the mainstream markets as well. It is ramping up
capacity to 160,000 from the current 120,000 cars anticipating that it will get the demand. But
Telco is also the weakest player in the small car market - and unless it keeps springing
surprises,it could be the first casualty in this round of the car battles.
Fiat India Ltd:
Fiat the Auto Titan was established in 1899 by Giovanni Agnelli. The company first set its
foot on the Indian Turf in the year 1905, with the appointment of Mumbay Motor Cars
Agency as its Sales Agent. The relationship with India was further strengthened when it
signed a licence and servicing contract with Premier Automobiles Limited (PAL), paving the
way for manufacturing and selling of 1100 and 1100D Fiat, Padmini, Uno and the
latest offering being the cars from the project "178 World Car" range which includes Siena,
Siena Weekend and the Palio.
The company’s pivotal interest remains automobiles. It has the most admired and sought
after models worldwide to boast of which includes Fiat Lancia, Ferrari, Maserati, Alfa
Romeo etc., Siena being the latest offering to the Indian consumers.
Fiat is the only automobile manufacturer to have won the most coveted "EUROPEAN CAR
OF THE YEAR" award for a record nine times, more than any other car manufacturer. These
awards have not made the group complacent as it strives to achieve the best in all aspects,

which include the people, environment, technology and energy.This is seen in the company’s
endure towards Environmental issues and co-operation with all environmental organizations.
Fiat has ambitious plans for making India its operational hub and plans to invest one billion
US dollars in the coming years.
Later the company introduced the Uno — Europe’s favourite car for the last two decades
into India. The Fiat 178 World Car Project has been developed specifically to expand
production in overseas markets. This project includes international-class cars like the Siena
sedan, the Siena Weekend station wagon and the Palio hatchback.
Fiat has achieved a high level of localization for all its cars, and is making world-class cars
available in India at even more competitive and affordable prices. Fiat Automobiles
SpA owns the most-admired and sought-after models worldwide, including the Fiat Lancia,
the Ferrari, the Maserati and the Alfa Romeo.
Fiat is the only automobile manufacturer in the world that has won the coveted European Car
of the Year award nine times. It is also the only company in the world that manufacturers
recyclable cars.
In the pipeline are ambitious plans to make India its operational hub in Asia in the future and
invest US $1 billion here in the coming years.

Chapter 3
3.1 Rearch methodology
3.2 Data analysis
3.1 RESEARCH METHODOLOGY

Descriptive Research :
The research carried out was a descriptive type of Research.
Selection of Sample:
Sampling allows us to concentrate our attention upon relatively swift car owners, hence devote
more energy to ensure that the information collected from them accurate.
Elements: Research includes Swift car owners in Belgaum city.
SAMPLE FRAME: Owners of Swift car .
SAMPLING SIZE: The total sample size consists of 100 respondents.
SAMPLING METHOD: Belgaum city has maximum Swift cars. in that the information
collected from accurate.
RESEARCH DESIGN

Statement of the problem
In Indian car industry, small car segments have played a very crucial and significant role due
to its economy, efficiency and effectiveness. Due to invasion of foreign cars into Indian
markets, the pace of competition has hiked. This has brought into market, number of new
cars entered into Indian market ...
DATA COLLECION METHOD:

The information necessary for this survey is collected by tapping primary and secondary
data.
Primary data:
a) Questionnaire
b) Personal interaction
Secondary data:
a) Related information from Internet:
b) Organization Report
MEASURMENT TECHNIQUES :
The measurement technique used for this project are Questionnaires and
attitude scales.
SELECTION OF SAMPLE :
Sampling allows us to concentrate our attention upon relatively swift car owners, hence devote
more energy to ensure that the information collected from them accurate.
Data Analysis
Data are useful only after analysis. Data analysis involves Converting a series recorded
observations into descriptive statements and information about relationship.
Data collection Method:
In order to achieve objectives of this project study, it was very necessary to collect
data for different information required.
Primary data:

Primary data comprises of direct responses or first hand data collected from different
respondents for Swift car. Questionnaire was used as the major tool in collecting primary
data for our research. Primary data also collected through the direct interview with the
respondents.
Secondary data:
Secondary data is the data, which is not gathered for the immediate study at hand but
for some other purposes.
Secondary data for the research is collected through magazines like Business World,
newspapers , Auto magazines and internet etc.,
Therefore both the types of data were used in order to collect information for the
study.
MEASURING TOOLS:
Data are useful only after analysis. Data analysis involves Converting a series recorded
observations into descriptive statements and information about relationship.
Hence concerned to this project method of analysis the data will be graphical
method, Simple selected method.
3.2 ANALYSIS AND INTERPRETATION
Q1. Why did you options for a four-wheeler?
Frequency Percent Valid Cumulative
Percent Percent
Valid Need 31 31.0 31.0 31.0
Comfort 11 11.0 11.0 42.0
Status 48 48.0 48.0 90.0
Stylish 10 10.0 10.0 100.0
Total 100 100.0 100.0

Question no 1
60
50
40
30
20
Frequency
10
0
Need comport status stylish
Interpretation:
Question no 1
The above graph reveals that 48% of the respondents opt four wheeler for status,31% of
respondents for the need on the regular bases,11% of the respondents opt for comfort of
service, and 10% of the respondents opt four wheeler for the style . The majority of
respondents are opt swift car for their status and need for regular bases
Q2.How did you get to know about Swift car
Percent Percent
Valid TV Ads 33 33.0 33.0 33.0
Existing 21 21.0 21.0 54.0
customers
Magazines 24 24.0 24.0 78.0
Friends 12 12.0 12.0 90.0
Internet 10 10.0 10.0 100.0
Total 100 100.0 100.0

Question no 2
40
30
20
Frequency
10
0
T.V.adds magazines interenet
Existing custemers friends
Interpretation:
Question no 2
From the above graph shows that 33% of the respondents came to know of Swift car through
TV ads,24% of the respondents through magazines,21% of the respondents through the
existing customers and 12% of respondents from friends,10% of respondents through
internet. The above graph explained that majority of respondents are TV ads and Magazines.
Q3.Why did you preferred only Swift car
FrequencyPercent Valid Cumulative
Percent Percent
Valid Mileage 6 6.0 6.0 6.0
Aesthetics46 46.0 46.0 52.0
Safety 18 18.0 18.0 70.0
Feature
Luxuries 30 30.0 30.0 100.0
Total 100 100.0 100.0

Question no 3
50
40
30
20
Frequency
10
0
mileage aesthetics safety features luxuries
Interpretation:
Question no 3
From the above graph reveals that 46% of the respondents prefer for Aesthetics, 30% of the
respondents prefer for conscious luxuries, 18% of the respondents for safety features and 6%
of respondents prefer swift cat for mileage. The above graph states that the customers are
eager to buying car Swift car through various attributes of car.
Q4.State the level of satisfaction of swift car service provided by “SHANTESHA
MOTORS PVT LTD”
Percent Percent
Valid Complete Satisfied 48 48.0 48.0 48.0
Satisfied 35 35.0 35.0 83.0
Neither Satisfied 9 9.0 9.0 92.0
Dissatisfied 8 8.0 8.0 100.0
Total 100 100.0 100.0

Questionno4
60
50
40
30
Frequency
20
10
0
completesatisfy satisfied neither satisfied dissatisfied
Questionno4
Interpretation:
The above graph is explaining about the satisfaction level towards SMPL service, 48% of the
respondents are having the opinion that they are satisfactory level,35% of the respondents
surveyed are having the opinion that they are satisfied,9% of the respondents surveyed are
having the opinion that neither satisfied or nor dissatisfied and 8% of the respondents are
having opinion that they are not satisfied. The majority of the respondents are satisfied with
the services and the satisfaction level can be increased growth economically.
Q5.Please rank the following features in the order of priority while making a buying
decision for a four wheeler
Percent Percent
Valid Aesthetic 39 39.0 39.0 39.0
Price 21 21.0 21.0 60.0
Mileage 21 21.0 21.0 81.0
Maintenan 19 19.0 19.0 100.0
ce
Total 100 100.0 100.0

Questionno 5
50
40
30
20
Frequency
10
0
aesthetic/look price mileage maintenence
Interpretation:
Question no 5
The above graph reveals that the rank wise percentage of customer preference measures
attributes of cars.39% of the respondents are ranked for Aesthetic,21% of the respondents for
the price of car,21% of the respondents ranked for mileage and 19% of the respondents
ranked for maintenance. The above states that the majority of respondents are aesthetic, price
and mileage of Swift car.
Q6.Which of the following facilities/Services do you expect from Dealer
Percent Percent
Valid Quick Service 43 43.0 43.0 43.0
Informative Salesman 31 31.0 31.0 74.0
Prompt Discount on21 21.0 21.0 95.0
spares
Finance Facilities 5 5.0 5.0 100.0
Total 100 100.0 100.0

Question no 6
50
40
30
20
Frequency
10
0
quick service promt discount on
informative salesman finance facility
Interpretation:
Question no 6
The above graph is explained the facilities expected by customers at the time of buying a four
wheeler car.43% of the respondents preferred for the quick service, 31% of the respondents
prefer and need the facility of informative salesman, 21% of the respondents prefer facility of
prompt discount on sales and 5% of respondents prefer facility of finance facilities. The
majority of the respondents are for quick services and informative salesman.
Q7.How do rate the following in the Swift car
Percent Percent
Valid Price 56 56.0 56.0 56.0
Style 28 28.0 28.0 84.0
Maintenance 9 9.0 9.0 93.0
Fuel efficiency 7 7.0 7.0 100.0
Total 100 100.0 100.0

Question no 7
60
50
40
30
20
Frequency
10
0
price maintenence free
style fuel efficiency
Interpretation:
Question no 7
The above graph reveals that the rate given by the respondents to their cars.56% of the
respondents rated for price, 28% of the respondents rated for style and features of cars,9% for
the maintenance and 7% of the respondents rated for fuel efficiency. The above states that the
Owners of Swift car are very stylish and offered for new change according to lifestyle
changes.
Q8.If you were to buy a new car which means of Finance would you Prefer
Frequenc Percent Valid Cumulative
y Percent Percent
Valid Bank 67 67.0 67.0 67.0
Loan
Car Loan 33 33.0 33.0 100.0
Total 100 100.0 100.0

Question no 8
70
60
50
40
30
20
Frequency
10
0
bank loan car loan
Question no 8
Interpretation:
From the above graph explained that 67% of the respondents preferred for Bank Loan, 33%
of the respondents preferred Bank Loan as means on finance of car Loan. The majority of
respondents states that they preferred Loan while buying a new car.
Q9.SWIFT Car has been created resurrecting brands in the market
y Percent Percent
Valid Strongly 54 54.0 54.0 54.0
agree
Agree 46 46.0 46.0 100.0
Total 100 100.0 100.0

Question no 9
60
50
40
30
20
Frequency
10
0
strongly agree disagree
Question no 9
Interpretation:
From the above graph we come to know that 54% of the respondents strongly agree and
46% of the respondents agreed to say that Swift car resurrecting brand image in the market.
The above states that the economic level of Swift car is exponential growth in the market.
Q10. What is your opinion about Swift Car?
y Percent Percent
Valid Excellent 57 57.0 57.0 57.0
Good 43 43.0 43.0 100.0
Total 100 100.0 100.0

Question no 10
60
50
40
30
20
Frequency
10
0
excellent good
Interpretation: Question no 10
From the above graph we come to know that 57% of the respondents Excellent and 43% of
the respondents good

Chapter 4
4.1 Findings
4.2 Suggestions & Recommendation
4.3 Conclusion
4.4 Questionnaires (Blank)
4.1 FINDINGS
1. According to survey it is found that 48% of respondents opt four wheeler for the
status, as the first most crucial feature considered while purchasing a car,and31% of
the respondents Need is considered as the second considerable feature and11% for the
comfort of service and 10% of the respondents opt for stylish.

2. It is found that 33% of the respondents came to know about the swift car through T.V
advertisements and 24% of the respondents came to know about the car through
magazines, 21% of the respondents came to know through existing customers and
12% of the respondents through friends, only 10% of the respondents came to know
through internet.
3. It is found that 46% of the respondents preferred only swift for Aesthetics,30% of the
respondents preferred for luxurious and 18% for the safety features and very few for
6% for the mileage.
4. It is found from the survey that 48% of the respondents are satisfactory by SMPL
Services, 35% of the respondents are having opinion satisfied, 9% for neither satisfied
nor dissatisfied and only 8% of the respondents are dissatisfied.
5. Among the respondents surveyed, Thirty-nine (39%) of the respondents preferred for
the Aesthetics of a car. Twenty one (21%) of the respondents preferred for the
competitive price of a car. Nineteen (19%) of the respondents preferred for the
maintenance and comfort. The majority of the respondents are preferred for the
Aesthetics and Price.
6. It is found that 43% of the respondent prefer Quick service as the most preferred
facilities\services expected from the dealer and the next preferred facilities/services is
31% of the respondents prefer for informative salesman and 21% of the respondents
prefer for prompt discount.

7. It is found that 67% of the respondent prefer for Bank loan as the most preferred
means of finance. And 33% of the respondents prefer for finance means car Loans.
8. It is found from the survey that 54% of the respondents are strongly agree that Swift
car created resurrecting brands in the market and 46% of owners of Swift car are
also agreed to say that created resurrecting brands in competitive price with
exponential growth..
4.2 SUGGESTION & RECOMMENDATION
1. According to surveyed respondents found that Mileage, Price, Style and the Comfort are
the most sought after features one looks at, while buying a car. on the higher side is the fuel
efficiency, the spare parts availability and maintenance costs are other features, Which one

should look into buying a car, So manufacturer has to consider these aspects to attract and
retain customers towards brand of company.
2. 43% of the respondents preferred for quick facilities or services from the Dealer, so need
to provide quick and fast services to customers and 31% of the respondents preferred for
informative sales man there is need for informative sales man for accurate information about
cars.21% of the respondents preferred for discounts so Dealer should provide it promptly to
its customers after sales.
3. Company should need to provide most effective service to its customers through
developing their own new strategies and improvements .
4. Online sales promotion have been booming in recent years due to the over –whelming
popularity of internet, So company should inculcate this promotional activity for increasing
sale of Swift cars that will create exponential growth in market.
5. Most of Customers preferred for Bank Loan facilities rather than Financial institutions, so
the company should provide facility, where (67%) of the customers preferred for Bank loan
and 33% of the customers preferred for financial institutions. so company should give
information regarding loan concerned. .
6 Discount on accessories and Spare parts act as influencing factor for purchasing decision.
So Dealer can give appropriate discounts on spares and accessories after sales.
4.3 CONCLUSION

Belgaum although a small city, is dwelled by middle and higher-class people in majority.
Thus the market for four-wheeler has never been a dearth here. But of all the varieties of cars
available here but most of customer preferred only small cars.
Customers in this area need to change into their lifestyle. This has fostered the entry of new
variety of Small cars available nationwide to flourish in this market. This has enhanced the
competition in car market but Maruti with stood this competition by rating in the market
share to be highest by launching new Swift Car in Indian Market.
The results of the survey conducted showed that customers are eager to purchase a Maruti
Suzuki branded cars. So the buying behavior of customers that most of the customers
purchase a car based on Mileage followed by price and maintenance of car. Finally I would
conclude that Swift is more eyecatching.more refined and more User friendly. It is whole lot
of enjoyable to drive than anything else in the compact car category.
QUESTIONNAIRE

I am pleased to introduce myself as MBA student of PEST’s Belgaum institute of

management of studies Belgaum .As a part of curriculum I have undertaken study to
“measure the satisfaction level of swift car owners at Belgaum city”. I assure you that
valuable information provided by you will be of great help to me and will be used for
academic purpose
1. Name and Address
Contact No:
2.What is your occupation?
Executive Govt Employee
Sales person professional Self employed
Student Any other specify
4. Why did you option for a four-wheeler
a. Need b. comport
c. Status d. Stylish
5. How did you get to know about Swift car

a T.V Ads b. existing customers
c. Magazines d. Friends
e. Internet f. Any other Specify
6.Why did you preferred only Swift car

a. Mileage b. Aesthetics
c. Safety features d. Luxuries
e Any other specify
7.State the level of satisfaction of Swift car service provided by SMPL

a. Complete satisfied b. Satisfied
c. Neither satisfied d. Dissatisfied
e Some what satisfied f. Complete dissatisfied
8. Please rank the following features in the order of priority while making a buying decision
for a four wheeler (1 for the most preferred and 7 for least preference).
a.Aesthetic/Look b.Price
c.Mileage d.Maintenance
e.Safety features f.Space
g.Company service comport
9. Which of the following facilities /services do you mainly expect from dealer?
a. Quick service b. Informative salesman
c. Prompt discount on d. Finance facilities
10. How do u rate the following in the Swift car (1 for the most preferred and 4 for least
preference).?
a.Price: b.style
c. Maintenance free d. Fuel efficiency
11.If you were to buy a new car which means of finance would you prefer
a. Bank Loan b. Car Loan
c. Cash payment e. Employee Loan
Any other specify
12.Swift car has been created resurrecting brands in the market

a. Strongly agree b. Disagree
c. Neither agrees d. Strongly Disagree
13. What is your opinion about Swift Car?

a.Excellent b.Good
c. Neither Good or Bad d. Bad
e.Very bad
14. Your suggestion

__________________________________________________________
___________________________________________________________
THANK
YOU…………!!!

BIBLIOGRAPHY

i) REFERANCE BOOKS:
Marketing research : Tull and Hawkins
Global CEO : Magazines
Corporate today : Magazines
Auto magazines
ii) Websites
INTERNET WEBSITES:
WWW.MARUTIUDYOG.COM

A Study To Measure Satisfaction Level of Swift Car Owners

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A Study To Measure Satisfaction Level of Swift Car Owners

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SHANTESHA MOTORS PVT. LTD.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES(M.B.A.) 1

1.1 INTRODUCTION OF THE TOPIC

“A STUDY TO MEASURE SATISFACTION LEVEL OF SWIFT CAR OWNERS

enhance sales at Belgaum city.

segment as well as the mid-size seaden market to an extent.

stylish.with a clear sense of muscularity car in a history of Maruti Suauki.The auto

BELGAUM INSTITUTE OF MANAGEMENT STUDIES(M.B.A.) 2

One of the key requirements of customer satisfaction is to amicably

Bond111 and et.al,identified three different sets of critical –to-quality(CTQ)Factors that

BELGAUM INSTITUTE OF MANAGEMENT STUDIES(M.B.A.) 3

1.2 STATEMENT OF THE PROBLEM

services, causes for dissatisfaction are some objectives of this study.

1.3 NEED FOR THE STUDY

play important role in the success of any organization

BELGAUM INSTITUTE OF MANAGEMENT STUDIES(M.B.A.) 4

1.4 OBJECTIVES OF THE STUDY

2. To understand competitive advantage towards other car segments

3. To find opinions of respondents as regards to their state of level of satisfaction with

regards to swift car

4. To understand the facilities /service expected by customers from Dealer

1.5 SCOPE OF THE STUDY

organization. Through this study the management will know

 To study the reason why people opt four-wheeler

 To know the satisfaction level of Swift car owners

 To know the reason for preferred only Swift car

BELGAUM INSTITUTE OF MANAGEMENT STUDIES(M.B.A.) 5

2.1 Literature review

2.2 Industry profile

2.3 Company profile

2.4 Organization chart

BELGAUM INSTITUTE OF MANAGEMENT STUDIES(M.B.A.) 6

2.5 Introduction about Swift car

2.1 LITERETURE REVIEW

BELGAUM INSTITUTE OF MANAGEMENT STUDIES(M.B.A.) 7

2.2 INDUSTRY PROFILE

MARUTI UDYOG LIMITED

Maruti created a history by going into production in a record of 13 months.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES(M.B.A.) 9

Maruti Udyog Ltd,(MUL) a subsidiary of Suzuki Motor Corporation of Japan has

Maruti Suzuki India company profile

Shareholder's Wealth; A pride of India."

BELGAUM INSTITUTE OF MANAGEMENT STUDIES(M.B.A.) 10

1981  Maruti Udyog Ltd. was incorporated.

BELGAUM INSTITUTE OF MANAGEMENT STUDIES(M.B.A.) 11

BELGAUM INSTITUTE OF MANAGEMENT STUDIES(M.B.A.) 12

Management relationship is therefore characterized by:

• Teamwork & Kaizen.

• Communication and information sharing.

• Open office culture for easy accessibility

This structure ensures better communication and speedy decision-making processes. It

BELGAUM INSTITUTE OF MANAGEMENT STUDIES(M.B.A.) 13

2.3 COMPANY PROFILE

SHANTESHA MOTORS PVT.LTD.

SHANTESHA MOTORS PRIVATE LIMITED is an authorized dealer for Maruti

Service and Repairs of Maruti range of vehicles.

Shantesha Motors commenced operations on 20/5/2000 in Belgaum and is one of the

making them one of the Maruti dealer in India.

operations, free service, paid service and Running repairs.

Asst. Mgr Sr. Exe Dy. Mgr E

BELGAUM INSTITUTE OF MANAGEMENT STUDIES(M.B.A.) 16

2.5 Introduction about Swift car