An Assessment of Customer Satisfaction with Maruti Suzuki Cars in Dwarka, Delhi

Abstract

The Indian automobile industry has witnessed remarkable growth over the last decade, with passenger vehicles playing a significant role in the transportation sector. Maruti Suzuki continues to be the market leader in India due to its extensive product portfolio, fuel efficiency, affordability, and widespread service network. Customer satisfaction is a key determinant of brand loyalty and repeat purchase behavior in the automobile industry. The present study aims to analyze the level of customer satisfaction towards Maruti Suzuki cars in Dwarka, Delhi. The study examines factors influencing customer preferences, purchasing decisions, and post-purchase satisfaction. Primary data were collected from Maruti Suzuki car owners residing in Dwarka through a structured questionnaire. The findings reveal that customers are highly satisfied with fuel efficiency, driving comfort, maintenance cost, and service availability. However, concerns remain regarding premium features, waiting period for delivery, and interior aesthetics in some models. The study concludes that customer satisfaction significantly contributes to brand loyalty and positive word-of-mouth for Maruti Suzuki in the Dwarka region.

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