Synopsis for the Summer Project

A STUDY ON CUSTOMER PERCEPTION

ON THE MARUTI SUZUKI SERVICES AND PRODUCTS AT
BANGALORE
AT
Kalyani Motors
BY
Omprakash B N

USN: 1RN18MBA17
Submitted to
VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELAGAVI

In partial Fulfilment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION
Under the guidance of

Internal guide
Mrs. Archana P
Assistant Professor
Department of MBA & Research Centre
RNSIT, Bengaluru

RNS Institute of Technology

Department of MBA & RESEARCH CENTRE
Dr.Vishnuvardhan Road, Channasandra, R. R. Nagar Post,
 Bengaluru, Karnataka – 560098
Name of the Student
Address of the Student
University Seat Number
Branch
College
Name of the Internal Guide
Name of the External Guide
Name of the Company (if
applicable)
Address of the Company (if
applicable)
Area of Research/Specialisation
Title of the Study
Signature of the Guide
2018 – 2020
: Om Prakash B N
#36 Lalitha Farm Lalitha Nilaya Srinivasapura cross
:
Sri Tiruchiswamigal Road, R.R.Nagar B’lore 560098
: 1RN18MBA17
: Core Marketing
: R N S Institute of Technology, Bengaluru.
: Mrs Archana P
:
: Kalyani motors
: Nayandanahalli Mysore Road B”lore
: Marketing
A STUDY ON CUSTOMER PERCEPTION
: ON THE MARUTI SUZUKI SERVICES AND PRODUCTS AT
BANGALORE
Signature of the Student
HOD, Dept. of MBA & Research Centre
 “A STUDY ON CUSTOMER PERCEPTION ON THE MARUTI SUZUKI
SERVICES AND PRODUCTS AT BANGALORE”

MASTER OF BUSINESS ADMINISTRATION IV SEM

(REG N0: 1RN18MBA17)

UNDER THE GUIDANCE OF ASST PROF. ARCHANA P

SYNOPSIS

PROJECT TITLE: A STUDY ON CUSTOMER PERCEPTION ABOUT MARUTI

SUZUKI SERVICES AND PRODUCTS AT BANGALORE.

COMPANY NAME: MARUTI SUZUKI.

INTRODUCTION:
Indian automobile sector is in a growth phase. It all started mainly due to
liberalization, privatization and globalization (LPG) of Indian economy. Today Indian
car manufacturers are able to manufacture cars that are able to meet global standards.
This is a study to know about the customer’s perception towards MARUTI SUZUKI
one of the oldest and strongest market player in India. The aim of the project is to get
the views of the customer about its services, products and their expectations of new
product from the company.
STATEMENT OF THE PROBLEM:

Due to LPG of Indian economy there are various foreign players in the Indian
automobile sector. There is huge competition due to the entry of new companies. In
this situation there is a need to study about the consumer’s perception of the MARUTI
SUZUKI services and products. As the Government of India has a stake in this
company it is necessary to know the market situation and respond to it efficiently.
SCOPE OF THE STUDY:

The scope of the study is limited to find the customers perception towards the services
and products of MARUTI SUZUKI. It is a general study and not
confined to any industrial standards. It is conducted in the geographical area of
Bangalore.

OBJECTIVES OF THE STUDY:

• To find out the sources of awareness of the dealership and products.

• To find out the various attributes considered by the customer before purchasing
the product.
• To find out the customers satisfaction level during the sales and after sales process.
• To find out the dealership name from where the customers have purchased their
product.
• To find out the new product they expect from the company.

REVIEW OF LITERATURE
1) Eastwood, D.B, (1985)1: The concept of consumer needs to be understood before
getting an insight about the behavior and perceptions of consumer. Thus, ‘A consumer
unit is one or more persons who collectively generate income and allocate
it for consumption among the members of the unit’ .Making it more clear it can be
said that the term customer unit refers domiciliary which includes individuals,
ancestry and those who are living together.
2) (Zeithaml, 1996)2: Perceptions of Consumers’ about a brand are positively
enhanced and dampen with increasing levels of perceived quality and with
increasing levels of endure they ambience respectively. For instance, customers’
judgments of quality are likely to be affected by the quality suggested by such exotic

cues as brand name and price. Brand name, price, store name/image, and country of
origin have also been identified by researchers as extrinsic cues to (quality) perceptions
(Teas and Agarwal, 2000)

RESEARCH METHODOLOGY:
The research conducted is a descriptive research, it involves the study of the
customer’s perception towards services and products of ‘MARUTI SUZUKI’ with the
help of ‘KALYANI MOTORS PROVATE LIMITED’, a dealership which provides
sales and services of ‘MARUTI SUZUKI’ products.

SOURCES OF DATA
1. PRIMARY DATA
The data is collected by interviewing the respondents through questionnaire and the
raw data collected will be transformed into a needed list of information.
2. SECONDARY DATA
Secondary data consists of information that already exists. It would be collected from
the website marutisuzuki.com.
TOOLS AND TECHNIQUES OF DATA ANALYSIS
Simple random sampling is used. It is a procedure to collect the data from few elements
from the entire population. It is a small specimen area that represents the entire
population.
The sample size is decided to be 100. The data would be collected through a sample
survey by personal interview using structured questionnaire and
reviewing the secondary data. The samples are bound to Bangalore. The collected data
is represented in tables, graphs and are analyzed.
OVERVIEW OF THE CHAPTER:
Details to the theoretical back ground to project study.
1. Design of the study includes status of problem objectives and scope along with
methodology.
2. Industry profile/respondent profile.
3. Study of problem through data analysis and interpretation along with charts and
tables.
4. Gives summary of findings, recommendations and conclusions.

HYPOTHESIS:
NULL HYPOTHESIS (H0): Customers are satisfied with the current services and
products of ‘MARUTI SUZUKI’.
ALTERNATIVE HYPOTHESIS (H1): Customers are not satisfied with the current
services and products of ‘MARUTI SUZUKI’.
Time activity
The proposed research report shall contain the following
chapters: Chapter-I
It will cover the introductory part, problem statement, research objectives, Statements
of hypotheses, Research methodology
Chapter-II
This chapter shall highlight the current trend of Indian automobile industry
Chapter-III
This chapter shall emphasize on theoretical implications of different sales promotion
strategies
Chapter-IV
It will cover the data presentation, data analysis and
interpretation Chapter-V
It will cover summary of findings, suggestions, conclusion, and scope for future
research and managerial implications.