PROJECT REPORT ON AFTER SALES SERVICE IN MARUTI INDUS MOTORS, CALICUT
SUBMITTED TO SNES INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH, CHETHUKADAVU, KUNNAMANGALAM. IN PARTIAL FULFILMENT FOR THE AWARD OF THE MASTER OF BUSINESS ADMINISTRATION UNIVERSITY OF CALICUT
PREPARED BY NEENU.K.P
UNDER THE GUIDANCE OF
MS. SHIRIN.K. 1
DECLARATION
I, hereby declare that the project report entitled ³ AFTER SALES SERVICE IN INDUS MOTORS, CALICUT ³ and submitted for the award of third semester , Master of Business Administration and this report of work done by under the supervision of Ms.Shirin.K.C faculty of IMSAR.
I also declare that I have not submitted this report before for the award of any degree, diploma or any other title.
NEENU.K.P
2
DECLARATION
I, hereby declare that the project report entitled ³ AFTER SALES SERVICE IN INDUS MOTORS, CALICUT ³ and submitted for the award of third semester , Master of Business Administration and this report of work done by under the supervision of Ms.Shirin.K.C faculty of IMSAR.
I also declare that I have not submitted this report before for the award of any degree, diploma or any other title.
NEENU.K.P
2
ACKNOWLEDGEMENT
This study would be incomplete without acknowledging my sincere gratitude to those who have helped me in my efforts to make this report possible in time. Firstly I take this opportunity to express my sincere thanks and gratitude to Mr.Balakrishnan PhD, MBA our Director, for his support. I express my profound thanks and extreme gratefulness to Mr. SAHEER.P.K Deputy Sales Manager of INDUS MOTORS, for permitting me to do the project in their organization.. I also thank all other employees of INDUS MOTORS, Calicut, who have helped me to complete my project successfully. I take this opportunity to sincerely thank to my esteemed and respected faculty Ms.Shirin and Asst.Prof.Ms.Shamla for all help and words of advice.
I also express my thanks to my parents, all my friends and other associates who have guided me right through my project.
NEENU.K.P
3
TABLE OF CONTENTS
Particulars
List of tables List of charts Chapter 1 1.1
Introduction
1.2
Scope of the study
1.3
Need and importance
1.4
Objective of the study
1.5
Research Methodology
1.6
Limitations
Chapter 2 2.1
Review of literature
Chapter 3 3.1
Industry profile
3.2
Company profile
Chapter 4 4.1
Data analysis and interpretation
Chapter 5
Findings, Suggestions & Conclusion
Chapter 6
Bibliography
4
Page number
LIST OF TABLES
Table
Title
Page
No.
No.
4.1
AGE WISE CLASSIFICATIONVICE CLASSIFICAT IONVICE
4.2
GENDER WISE CLASSIFICATION CLASSIFICATI ON
4.3
PROFESSION
4.4
AWARNESS ABOUT INDUS
4.5
SERVICE QUALITY
4.6
SERVICE ADVERTISERS UNDERSTANDING
4.7
OVERALL QUALITY OF SERVICE
4.8
COMMUNICATION DURING SERVICE
4.9
COMPLAINT HANDLING
4.10
LIKELINESS TO USE
4.11
SERVICE PRICE
4.12
TIMELY DELIVORY
4.13
ATTENTION GIVEN TO MINOR COMPLAINS
4.14
AFTER SALES WARRANTY
4.15
AFTER SERVICE DEFECT
4.16
PROPER SERVICE
4.17
FUTER COMPLAINTS
4.18
INFORMATION ABOUT NEW PRODUCT
4.19
RECOMMENTATION RECOMMENTAT ION TO OTHERS
5
LIST OF CHARTS
Table
Title
Page
No.
No.
4.1
AGE WISE CLASSIFICATIONVICE
4.2
GENDER WISE CLASSIFICATION
4.3
PROFESSION
4.4
AWARNESS ABOUT INDUS
4.5
SERVICE QUALITY
4.6
SERVICE ADVERTISERS UNDERSTANDING
4.7
OVERALL QUALITY OF SERVICE
4.8
COMMUNICATION DURING SERVICE
4.9
COMPLAINT HANDLING
4.10
LIKELINESS TO USE
4.11
SERVICE PRICE
4.12
TIMELY DELIVORY
4.13
ATTENTION GIVEN TO MINOR COMPLAINS
4.14
AFTER SALES WARRANTY
4.15
AFTER SERVICE DEFECT
4.16
PROPER SERVICE
4.17
FUTER COMPLAINTS
4.18
INFORMATION ABOUT NEW PRODUCT
4.19
RECOMMENTATION TO OTHERS
6
Chapter I Introduction Scope of the study Need & Importance Objective Research methodology Limitation
7
1.1 INTRODUCTION
Customer satisfaction, a business term, is a measure o f how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is [1]
seen as a key differentiator and increasingly has become a key e lement of business strategy. However, the importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon,
participate in an industry that is an o ligopoly, where only a few suppliers of a cert ain product or service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, a hundred cell phone plan providers, because customer satisfaction would be way too low, and customers would easily have the option of leaving for a better contract offer. Measuring customer satisfaction [2]
Organizations need to retain existing customers while targ eting non-customers. Measuring customer satisfaction provides an indication of how successful the o rganization is at providing products and/or services to the marketplace. Customer satisfaction is an abstract concept and t he actual manifestation of the state of satisfaction will vary from person to person and pro duct/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rat e. The level of satisfaction can also vary depending on other factors the customer, such as other products against which the customer can compare the organization's products. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 delivered SERVQUAL which provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived 8
experience of performance. This provides the researcher with a satisfaction "gap" which is semiquantitative in nature. Cronin and Taylor extended the disconfirmation theory by combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation) into a single measurement of performance relative to expectation. The usual measures of customer satisfaction involve a surve y with a set of statements using a Likert Technique or scale. The custo mer is asked to evaluate each statement in terms of their perception and expectation of performance of the service being measured. It's a well known fact that no business can exist without customers. In the business of Website design, it's important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it's critical that you form a close working relationship with your c lient, customer service is of vital importance. What follows are a selection of tips that will make your clients feel valued, wanted and loved.
CUSTOMER SATISFACTION The word satisfaction comes from the Latin word ³satis´ (Enough) and faction (to do or make). These words suggest the true meaning of Satisfaction, which is fulfillment. Managerially, fulfillment usually translate to solving problem and satisfy the customer is not enough to produce high level of customer loyalty, business needs to move beyond more satisfaction, to customer delight. The Purpose Of the Business: Peter F. Drucker considered to be one of the leading management gurus in the world, believes that the purpose of business to relate and them retain the satisfied customer. Although the firm has to make the money, Drucker argues that making money is a necessity and does not a purpose. It is in fact, the end result a desirable out come of creating satisfied customer. Theodore Levitt, ha Harward Business professor, who explains by an analog y with human beings, express similar sentiment / all human have to eat to survive, but eating is not-their purpose. Further more making money does not provide a legitimate reason for society and to suppo rt the moneymaking enterprise. A society supports businesses as they survey its member by cater ing to their needs to 9
leave them satisfy. Dissatisfying enough customer and not only will these specific customer stop buying from the firm, but the society at large will condemn the firm and may even panelized it ± to the point of its extinction. In repo se to such messages, co part of the co rporate mission and utilizes an understanding of the customer behavior as input to all its marketing plans and decision.
10
1.2 SCOPE OF THE STUDY
Customer satisfaction is the ultimate aim of any business and there by business entirely depend upon its customer for its survival and growth. So this study helps the researcher a lot to do any business in future.
This project work was undertaken with a view to study the title of ³ A STUDY ON CUSTOMER SATISFACTION OF MARUTY INDUS MOTORS AFTER SALES SERVICE´. It is also aims to find out the standards and qualities that the customer expects.
From this study the preference and problem of the customer can be met. The study helps to know the necessary change in the service, features and customer feelings about service. The study will be use for the company to make changes in price. Placement and promotion activities the study was conducted by doing a survey of 50 respondents in Calicut. The results represented through tables and chart. Suggestions and conclusion are also given at the end of the report.
11
1.3 OBJECTIVES OF THE STUDY
Primary objective:
To undergo an in-depth study bout Maruti Indus Motors after sles service.
Secondary objective:
1. To evaluate the attitude of customers towards Indus motors servicing.
2. To rate the satisfaction level.
3. To recommend suggestions to increase customer satisfaction where as there in the areas where there is a chance of improvement.
12
6. RESEARCH METHODOLOGY
Reasearch methodology refers to the systamatic method consisting of enunciating the problem, formulating hypothesis, collecting facts or data, analysing the facts and reaching certain conclusions either in the form of solutions towards the concerned problem or in certain generalisations for some thoeretical formulation.
RESEARCH PROBLEM
The research needs to know about the customer satisfaction derived from the after sales service offered by Indus Motors, Calicut. There exists of high level of competition in this sector. So the company wants to know the present status of after sales service. STATEMENT OF THE PROBLEM
The study is focusing on the development of strategies for effectively carrying out the orientation training programmed. In order for that, there is a need for the clear identification of factors directly or indirectly contributing to the effectiveness of orientation training. RESEARCH DESIGN
Research Design is the conceptual structure within which research is conducted. It constitutes the blueprint for collection, measurement and analysis of data. The design used for carrying out this research is Descriptive. This research design focus attention on the following a. Formulation of objective of the study b. Identify the methods of data collection c. Selecting a suitable sample by using a valid sampling technique d. Collection of data by using a reliable instrument e. Analysis and interpretation of datd f.
Preperation of a detailed report
13
DATA TYPE: In this research the type of data collection is Primary data Secondary data SAMPLING PLAN:
It is very difficult to collect information from every member of a population .As time and costs are the major limitation that the researcher faces. A sample of 50 was taken the sample size of 50 individuals were selected on the basis of convenient sampling technique. The individuals were selected from past and existing list of the customers to form sample and data were collected from them for the research study.
ANALYSIS AND INTERPRETATION:
Data collection through questionnaire resulted in availability of the desired information but these were useless until there were analyzed. Various steps required for this purpose were editing, coding and tabulating. Tabulating refers to bringing together similar data and compiling them in an accurate and meaningful manner. The data collected by Questionnaire was analyzed, interpreted with the help of table, bar chart and pie chart.
SAMPLE UNIT
The Customers of Indus Motors, Calicut are the sample unit in the survey.
SAMPLE SIZE
The sample size chosen for t his study is 50
SOURCES OF DATA
Primary Data: Filling up questionnaire by past and existing customers of after sales service 14
Secondary Data: Books, newspapers, Websites, and data from company officials.
PRIMARY DATA
Primary data is the specific information collected by the person who is doing the research. It can be obtained through clinical trials, case studies, true experiments and randomized co ntrolled studies. This information can be analyzed by other experts who may decide to test the validity of the data by repeating the same experiments.
There are many methods o f collecting primary data and the main methods include:
Questionnaires Interviews Focus group interviews Observation case-studies Diaries Critical incidents Portfolios.
SECONDARY DATA
The secondary data are those which have already been collected by someone else and have been passed through statistical process. The secondary data for this study are already available in the firm's internal records, annual report, broaches.
15
DATA COLLECTION METHOD
The data collection method used in this research is survey method. Here the data are systematically recorded from the respondents.
RESEARCH TOOL
A structured questionnaire has been prepared to get the relevant information from The respondents. The questionnaire consists of a variety of questions presented to the Respondents for their despondence. The various types of questions used in this survey Are: Open ended questions Closed ended questions Multiple choice questions
STATISTICAL METHODS USED
Statistical tools used for the purpose of evaluation are chi-square analysis. Chi-square tes is conducted to find out whether there exists dependence relation between quality of service and price of service.
16
LIMITATIONS OF THE STUDY There are certain limitations. o
o
The respondents were reluctant to give correct information. Even though the customers gave correct information during the unstructured interview conducted, they gave po sitive answer while answering the questionnaire.
o
The investigator intended to cover only few areas of Maruti Suzuki relevant to the proposed study.
o
As the study was done within a limited time, investigator could not select a sufficiently large sample for the study.
o
The sample size fifty is very small
17
Chapter 2 Review of literature
18
ChapterIII Industry Profile Company Profile
19
3.1. INDUSTRY PROFILE The Automotive industry in the Republic of India is one of the largest in the world. It is the world's second largest manufacturer of motorcycles, with annual sales exceed ing 8.5 million in 2009. India's passenger car and co mmercial vehicle manufacturing industry is the seventh largest in the world, with an annual production of more than 2.6 million units in 2009. In 2009, India emerged as Asia's fourth largest exporter of passenger cars, behind Japan, South Korea and Thailand. As of 2009, India is home to 40 million passenger vehicles and more t han 1.5 million cars were sold in India in 2009 (an increase of 26%), making the country the second fastest growing automobile market in the world. By 2050, the country is expected to top the world in car volumes with approximately 611 million vehicles on the nation's roads. A major chunk of India's car manufacturing industry is based in and around the city of Chennai (also known as "Detroit of India"), with the Indian city account ing for 60 per cent of the country's automotive exports. Chakan corridor near Pune is an upcoming vehicular production hub with General Motors, Volkswagen/ Skoda, Mahindra and Mahindra in the process of setting up or already set up facilities The Automotive industry in India is one of the largest in the world and one of the fastest growing globally. India manufactures over 11 million 2 and 4-wheeled vehicles and exports about 1.5 million every year. It is the world's second largest manufacturer of motorcycles, with annual sales exceeding 8.5 million in 2009. India's passenger car and co mmercial vehicle manufacturing industry is the seventh largest in the world, with an annual production of more than 2.6 million units in 2009. In 2009, India emerged as Asia's fourth largest exporter of passenger cars, behind Japan, South Korea and Thailand. As of 2009, India is home to 40 million passenger vehicles and more t han 1.5 million cars were sold in India in 2009 (an increase of 26%), making the country the second fastest growing automobile market in the world. By 2050, the country is expected to top the world in car volumes with approximately 611 million vehicles on the nation's roads. A major chunk of India's car manufacturing industry is based in and around the city of Chennai (also known as "Detroit of
20
India"), with the Indian city account ing for 60 per cent of the country's automotive exports. Chakan corridor near Pune, Maharashtra is another prominent vehicular production hub with General Motors, Volkswagen/ Skoda, Mahindra and Mahindra in the process of setting up or already set up facilities.[10][11] Halol in Gujarat, Gurgaon neighboring New Delhi, Aurangabad in Maharashtra, Kolkatta in West Bengal are some o f the other automotive manufacturing regions around the country. Foreign automotive companies in India Vehicles manufactured or assembled in India
y
BMW India: 3 Series, 5 Series, 1 Series.
y
Fiat India (in collaboration with Tata Motors): Grande Punto , Linea, Palio Stile.
y
Ford India: Ford Figo, Ikon, Fiesta, Endeavour.
y
General Motors India
y
Chevrolet (CSPIL): Spark, Beat, Aveo U-VA, Aveo, Optra, Cruze, Tavera.
y
Honda Siel: Jazz, City, Civic, Accord.
y
Hyundai Motor India: Santro, i10, i20, Accent, Verna Transform, Sonata Transform.
y
Mahindra Renault: Logan
y
Maruti Suzuki: 800, Alto, WagonR, Estilo, A-star, Ritz, Swift, Swift DZire, SX4, Omni, Versa, Eeco, Gypsy, Grand Vitara
y
Mercedes-Benz India: C-Class, E-Class.
y
Mitsubishi: (in collaboration with Hindustan Motors) [42]: Lancer, Lancer Cedia, Pajero
y
Nissan Motor India: Micra. 21
y
Toyota Kirloskar: Corolla, Innova, Camry.
y
Volkswagen India: Polo, Jetta, Passat. y
Audi India: A4, A6, Q5.
y
koda Auto India: Fabia, Octavia, Laura, Superb.
y
Vehicles imported to India
y
Audi: A8, TT, R8, Q5, Q7.
y
Bentley: Arnage, Azure, Brooklands, Continental GT, Continental Flying Spur, Mulsanne.
y
BMW: 6 Series, 7 Series, X3, X5, X6, M3, M5, M6 and Z4.
y
Chevrolet: Captiva.
y
Fiat: Nuova 500, Bravo.
y
Honda: Civic Hybrid, CR-V.
y
Jaguar: XF, XJ, XK.
y
Lamborghini: Gallardo, Murciélago.
y
Land Rover: Range Rover, Range Rover Sport, Discovery 4, Freelander 2.
y
Maybach: 57 and 62.
y
Mercedes-Benz: CL-Class, CLS-Class, S-Class, SL-Class, SLK-Class, M-Class, Viano.
y
Mitsubishi: Montero, Outlander.
y
Nissan: Teana, X-Trail, 370Z,
y
Porsche: 911, Boxter, Panamera, Cayman, Cayenne.
y
Rolls Royce: Ghost, Phantom, Phantom Coupé, Phantom Drophead Coupé.
y
koda: Superb.
y
Suzuki: Grand Vitara.
y
Toyota: Land Cruiser, Land Cruiser Prado, Fortuner*, Prius.
y
Volkswagen: Beetle, Touareg, Phaeton.
y
Volvo: S60, S80, XC90.
22
Commercial Vehicle manufacturers in India Local Brands
y
Ashok Leyland
y
Force Mahindra
y
Premier
y
Tata
Foreign Brands
y
Volvo
y
Audi
y
BMW
y
Mercedes-Benz
23
3.2: COMPANY PROFILE Indus Motors Pvt. Ltd. The authorized Maruti dealers has become No. 1 Dealer in India.With
an all time record sale of 28447 Maruti cars in the financial year 2008-09. The No. 1 Maruti dealer in Kerala become No. 1 in India. No other Maruti dealer in India has been able to reach such heights within one year, Indus Motors Pvt. Ltd. The authorized Maruti dealers has become No. 1 Dealer in India.With an all time record sale of 26833 Maruti cars in the financial yeaThe authorized Maruti dealers has beco me No. 1 Dealer in India.With an all time record sale of 26833 Maruti cars in the financial year 2008-09 1 Dealer in India.With an all time record sale of 28447 Maruti cars in the financial yeaThe authorized Maruti dealers has become No. 1 Dealer in India.With an all time record sale of 28447 Maruti cars in the financial year 2008-09
Vision Transform Indus into World Class Dealership
Mission We will pursue the development of our financial and human resources through diversified business activities, in an ethical and socially responsible manner and in pace with the advancements of the day. We will uphold a professional code of conduct in the pursuit of our goals and are committed to taking up social responsibilities as a corporate citizen by dedicat ing a significant share of our productive surpluses for espousing social causes that would benefit our employees, their families and the society at large.
24
V
Values and Beliefs
The enduring belief that our corporate destiny is inextricably entwined with those o f our employees and customers carries us towards a profitable and ethical business model.
Quality Policy
Customer satisfaction through quality services achieved by through co nstant adherence and continual improvement in quality services and systems following P.D.C.A (Plan, Do, Check Act) technique in all our functions and actions complying with the requirements.
Major Departments
y
Sales
y
Service
y
True Value
y
Spares
y
Accessories
y
Sales support ( MI, MF,EW and Autocard )
y
Institute
y
MDS
Indus Services Package: We are providing a comprehensive Service Package absolutely free for
vehicles purchased from Indus Motors with lot of benefit to t he customer. Maruti Extended Warranty Maruti Extended Warranty has been spec ially devised to offer you extreme driving
pleasure during the ownership of the vehicle. This program is run by Maruti Suzuki India Limited itself and hence it offers you the best protection against repairs. This policy commences at the expiry of the pr imary warranty period and the duration will up to w years. Benefits under 25
Extended Warranty Maruti assurance Can approach any dealer in the country for warranty
jobs Dealer take the warranty decision, so no delay for the customer Total peace o f mind, full replacement against manufacturing defect full labour free for warranty replacement. Better resale value even if the vehicle is sold before 4 years only nominal price for exrended warranty. Maruti Genuine Accessories Maruti has introduced wide range of genuine Accessories for
different models for improving comfort and appearance. Wide range of auto accessories under one roof Easy ordering from a single source. World class quality Competitive price value Proper fitment Compatibility with vehicle systems Validity of warranty
Their Profile :: 1st dealership in Calicut in 1986 2nd in Cochin in 1991 3rd in Trivandrum in 1994 4th in Muvattupuzha in 2005 5th in Royapetta, Chennai 2007 6th in Kattupakkam, Chennai 2008 6 Dealerships, 30 Workshops, 4 True Value Outlets, 2 Driving Schools No. 1 Dealer in India , Record Sale of 28447 cars
26
CHAPTER IV
DATA ANALYSIS AND INTERPRETATION
27
4. DATA ANALYSIS AND INTERPRETATIONS
TABLE 4.1: AGE WISE CLASSIFICATION
Age
No. of
Group
respondents
Below 25
10
25-35
15
35-45
12
45-55
8
Above55
5
CHART 4.1: AGEWISE CLASSIFICATION
No. of respondants 16 14 12 10 8
6 4
No. of respondants
2 0
INTERPRETATION:
Most of the respondents are between twenty five& t hirty-five. TABLE 4.2: GENDER WISE CLASSIFICATION 28
No. of Gender
Respondents
Male
38
Female
12
total
50
CHART 4.2: GENDERWISE CLASSIFICATION
No. of Respondents
Male
Female
INTERPRETATION:
The above graph shows most of the respondents are males.
29
TABLE 4.3: PROFESSION
% of
No. of
respondents
respondents
Student
18
9
Govt. Employee
22
11
Q3
Doing own
business
32
Other
28
26
14
CHART 4.3: PROFESSION
%
of respondants
35 30 25 20 15
% of respondants
10
5 0
Student
Govt. Employee
Doing own business
Other
INTERPRETATION:
Most of the respondents are doing own business.
30
TABLE 4.4: AWARNESS ABOUT INDUS
Q
% of
No. of
respondents
respondents
News Paper
30
15
Friends
16
8
Relatives
18
9
Executive
20
10
TV
10
5
6
3
Sales
Others
CHART 4.4: AWARNESS ABOUT INDUS
%
of respondents
30 25 20 15 10 % of respondents
5 0
INTERPRETATION:
Most of the respondents are induced by newspapers.
TABLE 7.5: REASON FOR BUYING 31
% of
No. of
respondents
respondents
14
7
24
12
Brand
18
9
Location
16
8
Service Quality
28
14
Q Low Price After Sales Service Attractive
CHART 4.5: REASON FOR BUYING
%
of respondents
30 25 20 15 % of respondents
10
5 0 Low Price After Sales Attractive Location Service Brand
Service Q uality
INTERPRETATION: Most of the respondents buy a vehicle from Indus because of service quality.
TABLE 4.6: UNDERSTANDING OF SERVICE ADVERTISERS
32
% of
No. of
respondents
Respondents
Excellent
30
15
Good
24
12
Average
24
12
avg
14
7
Poor
8
4
Q
Below
CHART 4.6: UNDERSTANDING OF SERVICE ADVERTISERS
%
of respondants
35 30 25 20 15
% of respondants
10
5 0 Exellent
Good
Average Below avg
Poor
INTERPRETATION:
Most of the respondents said that the service advertisers can understand their needs when they book appointment.
33
TABLE 4.7: OVERALL QUALITY OF SERVICE
% of
No. of
respondents
Respondents
Excellent
42
21
Good
22
11
Average
12
6
avg
14
7
Poor
10
5
Q
Below
CHART 4.7: OVERAALL QUALITY OF SERVICE
%
of respondants
45 40 35 30 25 20 15 10 5 0
% of respondants
Exellent
Good
Average
Below avg
Poor
INTERPRETATION:
Most of the customers agreed that the overall quality of service they received from Indus motors is excellent.
TABLE 4.8: COMMUNICATION DURING SERVICE 34
% of
No. of
respondents
Respondance
Excellent
38
19
Good
20
10
Average
16
8
avg
14
7
Poor
12
6
Q
Below
CHART 4.8: COMMUNICATION DURING SERVICE
%
of respondants
40 35 30 25 20 % of respondants
15 10
5 0 Exellent
Good
Average Below avg
Poor
INTERPRETATION:
Majority of the respondents are satisfied with the communication dur ing services.
TABLE 4.9: COMPLAINT HANDLING 35
% of
No. of
respondents
Respondents
Excellent
32
16
Good
24
12
Average
20
10
avg
14
7
Poor
10
5
Q
Below
CHART 4.9: COMPLAINT HANDLING
%
of respondants
35 30 25 20 15
% of respondants
10
5 0 Exellent
Good
Average
Below avg
Poor
INTERPRETATION:
Most of the respondents said that the quality of service in Indus Motors is excellent.
TABLE 4.10: LIKELINESS OF USE IN FUTERE 36
% of
No. of
respondents
respondents
likely
42
21
Likely
16
8
May Be
14
7
Unlikely
18
9
10
5
Q Very
Very unlikely
CHART 4.10: LIKELINESS OF USE IN FUTERE
%
of respondents
45 40 35 30 25 20 % of respondents
15 10
5 0
Very likely
Likely
May Be
Unlikely
Very unlikely
INTERPRETATION :
Most of the respondents are very likely to use Indus Motors for servicing and repairs in future. .
TABLE 4.11: SERVICE PRICE 37
% of
No. of
respondents
respondents
satisfied
28
14
Satisfied
36
18
Indifferent
16
8
Dissatisfied
12
6
8
4
Q Highly
Highly dissatisfied
CHART 4.11: SERVICE PRICE
%
of respondents
40 35 30 25 20 15 10 5 0
% of respondents
INTERPRETATION :
The above analysis concludes that most of the respondents are highly satisfied with Maruti Indus Motors service price.
TABLE 4.12: TIMELY DELIVORY OF PRODUCT
38
% of
No. of
respondents
Respondents
agree
34
17
Agree
24
12
Q Strongly
Nuetral Dissagree
20 14
7
8
4
10
Highly disagree
CHART 4.12: TIMELY DELIVORY OF PRODUCT
%
of respondents
35 30 25 20 15 10 5 0
% of respondents
INTERPRETATION :
Majority of the customers strongly agreed that they always get t heir vehicle after service on promised time from Indus Motors.
39
TABLE 7.13: ATTENTION GIVEN TO MINOR COMPLAINTS
% of
No. of
respondents
Respondents
agree
26
13
Agree
24
12
Q Strongly
Neutral Disagree
28 14
7
8
4
14
Highly disagree
CHART 7.13: ATTENTION GIVEN TO MINOR COMPLAINTS
%
of respondents
30 25 20 15 10 % of respondents
5 0
INTERPRETATION: Most of the respondents highly agree that the attention given by Indus Motors to a minor complaint is highly satisfactory. TABLE 7.14: AFTER WARRANTY REPAIR WORK 40
% of
No. of
respondents
Respondents
agree
20
10
Agree
24
12
Q Strongly
Neutral Disagree
22 18
9
16
8
11
Highly disagree
CHART 7.14: AFTER WARRANTY REPAIR WORK
%
of respondents
25 20 15 % of respondents
10
5 0
Strongly agree
Agree
Neutral Disagree
Highly disagree
INTERPRETATION: Most of the respondents agree that the repair work done after warranty period is good.
TABLE 7.15: AFTER SERVICE DEFECT 41
% of
No. of
respondents
Respondents
agree
28
14
Agree
22
11
Q Strongly
Neutral Disagree
24 14
7
12
6
12
Highly disagree
CHART 7.15: AFTER SERVICE DEFECT
%
of respondents
30 25 20 15 10 % of respondents
5 0
INTERPRETATION: Most of the respondents are strongly agree that the frequency of defect found after service is very less.
42
TABLE 7.16: PROPER SERVICE
% of
No. of
respondents
Respondents
agree
40
20
Agree
22
11
Q Strongly
Neutral Disagree
18 12
6
8
4
9
Highly disagree
CHART 7.16: PROPER SERVICE
%
of respondents
45 40 35 30 25 20 % of respondents
15 10
5 0
Strongly agree
Agree
Nuetral
Dissagree
Highly disagree
INTERPRETATION: Most of the respondents strongly agree that they never had an experience of getting back their product without proper service. TABLE 7.17: AVOID FUTER COMPLAINTS 43
% of
No. of
respondents
Respondents
agree
36
18
Agree
24
12
Q Strongly
Neutral Disagree
14 18
9
8
4
7
Highly disagree
CHART 7.17: AVOID FUTER COMPLAINTS
%
of respondents
40 35 30 25 20 15 10 5 0
% of respondents
INTERPRETATION: Most of the respondents strongly agree that the repair work is not only focused on the problem area but the entire product will be monitored for avoiding future complaints. TABLE 7.18: INFORMATION ABOUT NEW PRODUCT 44
% of
No. of
respondents
Respondents
agree
28
14
Agree
32
16
Q Strongly
Neutral Disagree
16 14
7
10
5
8
Highly disagree
CHART 7.18: INFORMATION ABOUT NEW PRODUCT
%
of respondents
35 30 25 20 15
% of respondents
10
5 0
Strongly agree
Agree
Nuetral
Dissagree
Highly disagree
INTERPRETATION: Majority of the respondents are strongly agreed that the introduction of new product and new offers are informed to the customers. TABLE 7.19: RECOMMENT TO OTHERS 45
% of
No. of
respondents
Respondents
frequent
30
15
Frequent
34
17
Rare
12
6
Very rare
16
8
Q Very
Never
8
4
CHART 7.19: RECOMMENT TO OTHERS
%
of respondents
35 30 25 20 15 10 5 0
% of respondents
INTERPRETATION: Most of the respondents are very frequently likely to recommend Indus Motors to others.
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5. FINDINGS
1. As per chart no.4 most of the respondents are induced by newspapers. 2. As per chart no.5 most of the respondents buy a vehicle from Indus because of service quality. 3.
As per chart no.6 most of the respondents said that the service advertisers can understand their needs when they book appointment.
4. As per chart no.7 most of the customers agreed that the overall quality of service they received from Indus motors is excellent.
5. As per chart no.8 majority of the respondent¶s satisfied with the communication during services.
6. As per chart no.9 most of the respondents said that the quality of service in Indus motors is excellent. 7. As per chart no.10 most of the respondents are very likely to use Indus motors for servicing and repairs in future. . 8. As per chart no.11 most of the respondents are highly satisfied with Maruti Indus motors service price. 9. As per chart no.12 Majority of the customers strongly agreed that they always get the ir vehicle after service on promised time from Indus Motors.
10. As per chart no.13 most of the respondents highly agree that the attention given by indus motors to a minor complaint is highly satisfactory. 11. As per chart no.14 most of the respondents agree that the repair work do ne after warranty period is good. 12. As per chart no.15 most of the respondents are strongly agree that the frequency of defect found after service is very less. 13. As per chart no.16 most of the respondents strongly agree that they never had an experience of getting back t heir product without proper service.
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14. As per chart no.17 most of the respondents strongly agree that the repair work is not only focused on the problem area but the entire product will be monitored for avoiding future complaints. 15. As per chart no.18 majority of the respondents are strongly agreed that the introduction of new product and new o ffers are informed to the customers. 16. As per chart no.19 most of the respondents are very frequently likely to recommend indus motors to others.
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6. SUGGESTIONS
1. Provide more facility for complaints and suggestions regarding service. 2. Create awareness among people about the prospects of the showroom at Calicut. 3. Company can take initiative in customer relationship building programs. 4. Proper training should be given to the staff to increase the efficiency. 5. Try to increase the quality of service and reduce the price. 6. Keep good communication during service. 7. The company may try to give service facilities in holidays also for working customers
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10. CONCLUSION
The project was conducted at Maruti Indus Motors, Calicut from 50 respondents. This study was conducted to study the after sales service in Indus Motors. This study has provided me a n insight into the service quality in Indus Motors. From the study it is clear that the service they provide is fairly good. This study is conducted by contacting the people who own the Maruti Suzuki Vehicles Purchased from Indus Motors. This study was undertak en for a period of three weeks. The researcher collected the necessary information using questionnaire method. The collected data¶s are consolidated through using t-test. The gr aph and table were used for representation. The responds taken from respondents were analyzed and represented by using graph and tables to achieve the objective of the study. I t was found that the majority of the customers are satisfied with the Indus Motors after sales service. The researcher has tried his best to make the st udy realistic and suggestive, but does not claim the findings and suggestions in the report are perfect. If time available were more the study would have been extended to a large portion of the universe, which would help the findings to be more accurate. The researcher is able to appreciate the effort taken by Indus Motors to pro vide excellent service to customers. The key learning from this project study is that in an extremely competitive industry the sale of high value item, the register of company¶s facilities and services in te mind of customers is of high importance.
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11. BIBLIOGRAPHY
1. KOTHARI.C.R; Research Methodology, New age international publishers, New Delhi, Second Edition-2004. 2. KOTLER AND AMSTRONG- PRINCIPLES OF MANAGEMENT
3. www.google.com 4. Www. Wikipedia.org 5. Www. Indus motors.org
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Questionnaire
(INDUS MOTORS, AFTER SALES SERVICE)
1. Gender : 2. Age group:
Below 25 45-55
25-35 35-45 Above 55
3. Occupation:
4. Name of your car:
5. How do you come to know about Indus Motors?
Newspaper Friends Relatives Salesexecutive TV Others 6. Why did you buy a car from Indus Motors ?
Low price Service quality
Aftersales
service
Attractive
brand
7. The service advertisers understanding of your needs when you ordered the appointment
Excellent
Good
Below average
Poor
Average
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Location
8. How would you rate the service you received from Indus Motors?
Excellent
Good
Below average
Poor
Average
9. Communication during service/ repair to keep you updated on progress is
Excellent
Good
Below average
Poor
Average
10. Complaint handling in Indus motors
Excellent
Good
Below average
Poor
Average
11. What is the likely hood of you using Indus Motors for servicing and repairs in the future
Very likely
Likely
May be
Unlikely
Very unlikely
12. The price charged by the company is reasonable
53
Strongly agree Agree Neutral Disagree strongly disagree 13. From Indus Motors, You always get your car after service on the promised time.
Strongly agree Agree Neutral Disagree strongly disagree 14. The attention given by them even to a minor complaint is highly satisfactory
Strongly agree Agree Neutral Disagree strongly disagree 15. The repair work done after the warranty period is found to be good.
Strongly agree Agree Neutral Disagree strongly disagree 16. The frequency of defect after service is found to be very less
Strongly agree Agree Neutral Disagree strongly disagree 17. I never had an experience of getting back my product without proper service
Strongly agree Agree Neutral Disagree strongly disagree 18. The repair work is not only focused on the problem area but the entire product will be monitored for avoiding future complaints
Strongly agree Agree Neutral Disagree strongly disagree 19. The introduction of new products and new offers are informed to the customers
Strongly agree Agree Neutral Disagree strongly disagree 54
