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Aproject report on on customer satisfactioin regarding after sales servicesof mahindra&mahindra
 

Aproject report on on customer satisfactioin regarding after sales servicesof mahindra&mahindra

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Aproject report on on customer satisfactioin regarding after sales servicesof mahindra&mahindra

Aproject report on on customer satisfactioin regarding after sales servicesof mahindra&mahindra

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    Aproject report on on customer satisfactioin regarding after sales servicesof mahindra&mahindra Aproject report on on customer satisfactioin regarding after sales servicesof mahindra&mahindra Document Transcript

    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA Contents Sl. No. Titles Page No. I Chapter 1 ♣ Introduction ♣ Literature Review ♣ Statement of the Problem ♣ Purpose of the Study ♣ Scope of the study ♣ Objectives of the Study II Chapter 2 ♣ Organization Profile ♣ Organization Chart ♣ Sampling and Research Design ♣ Data Collection Method III Chapter 3 ♣ Results & discussion with Charts & graphs ♣ Findings ♣ Suggestions ♣ Conclusions IV Chapter 4 ♣ Appendix • Questionnaire ♣ Bibliography ♣ Joining Report ♣ Weekly Reports Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA INTRODUCTION The Project assigned to me was “A STUDY ON CUSTOMER SATISFACTIOINREGARDING AFTER SALES SERVICES OF MAHINDRA&MAHINDRA AT SUTARIAAUTOMOBILES SERVICE CENTRE, IN BELGAUM DIST”. This study will help me to find and customer satisfaction level of the customer forauthorized M&M service station in Belgaum dist, To know the reason for decline ofcustomers at service station, To know the perception of customers regarding the chargesor rates offered by the service station and To know any suggestion from customers toimprove the service station. The study is scheduled through primary data and other information therebypreparing Questionnaire, which focus of various variables, and attributes that areimportant to know the satisfaction level and the factors affecting the purchase decision. The survey caused in the Belgaum Dist with the sample size of 100.The collecteddata are tabulated and analyzed data and all suggestions are given according to theanalyzed data graphs and charts are used to illustrate the statistical data and findings. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRAINTRODUCTION ABOUT AUTOMOBILES INDUSTRY: History and development of Automobiles also marks the dynamism intechnological growth men have achieved. From the days of horseless carriages to themodern-age self-guided automobiles that are designed meticulously using cutting-edgetechnology, we have certainly-traveled too far. Automobile Industry in India is still in its infancy but growing rapidly. Theopportunities in the automobile industry in India are attracting big names with the bigpurse and they are investing vigorously in infrastructure, design and development, andmarketing. Automobile industry in India is today poised for (he big leap and thissegment helps you to be ready for that.Indian Automobile Industry The automobile industry is one of the core industries in India economy, whoseprospect is reflective of the economic resilience of the economy. With the liberalizationof the economy. India has become the playground of major global automobile majors.This industry report of SCOPE MARKETING & INFORMATIONS SOLUTIONS PVT Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRALTD provides extensive information on the Indian Automobile Industry. The automobile industry in India is gradually evolving to replicate those ofdeveloped countries. The report focuses on the trends that are emerging in the industryacross segments, namely, passenger cars/multi-utility vehicles, commercial vehicles, two-wheelers and tractors. The qualitative analysis of the various trends reveals that theindustry offers immense scope even for allied industries and those looking at investing inthe auto industry’s a background, a brief perspective of the global automobile industryacross segments has been provided with comparisons on Indian scenario wherever needed.It discusses the current scenario in the industry, with detailed look on segmentation,structure, and supply and demand scenarios. A detailed competitive analysis of theindustry has been provided backed warn comprehensive details on production, sales,exports and imports over the years, across segments. Sales have increased with the entry of several foreign manufacturers and theintroduction of new vehicle models. The report also deals with aggressive marketingstrategies undertaken by different manufacturers in India. This highlights key issuesinfluencing the automotive industry in India such as import and excise duties, emissionnorms etc and it also deals with various government regulations.The Birth of Automobiles The history of the automobile actually began about 4,000 years ago when the firstwheel was used for transportation in India. Several Italians recorded designs for wind- Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRAdriven vehicles. The first was Guido da Vigevano in 1335. It was a windmill-type drive togears and thus to wheels. Vaturio designed a similar vehicle that was also never built.Later Leonardo da Vinci designed clockwork-driven tricycle with tiller steering and adifferential mechanism between the rear wheels. In the early 15th century, the Portuguese arrived in China and the interaction of thetwo cultures led to a variety of new technologies, including the creation of a wheel thatturned under its own power. By the 1600s, small steam-powered engine models weredeveloped, but it was another century before a full-sized engine-powered vehicle wascreated. Although by the mid-15th century the idea of a self-propelled vehicle had beenput into practice with the development of experimental vehicles powered by means ofsprings, clockworks, and the wind, Nicolas-Joseph Cugnot of France is considered tohave built the first true automobile 1769. Designed by Cugnot and constructed by M.Brezin, it is also the first vehicle to move under its own power for which there is a record.Cugnots three-wheeled steam-powered vehicle carried four persons and was meant tomove artillery pieces. It had a top speed of a little more than 3.2 km/h (2 mph) and had tostop every 20 minutes to build up a fresh head of steam. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA Evans was the first American who obtained a patent for "a self-propelledcarriage." He, in fact, attempted to create a two-in-one combination of a steam wagon anda flat-bottomed boat, which didnt receive any attention in those days. During the 1830s,the steam vehicle had made great advances. But stiff competition from railwaycompanies and crude legislations in Britain forced the poor steam vehicle gradually outof use on roads. The early steam-powered vehicles were so heavy that they were onlypractical on a perfectly flat surface as strong as iron. A road thus made out of iron railsbecame the norm for the next hundred and twenty-five years. The vehicles got bigger andheavier and more powerful and as such they were eventually capable of pulling a train ofmany cars filled with freight and passengers. Carl Benz and Gotttlieb Daimler, both Germans, share the credit of changing thetransport habits of the world, for their efforts laid the foundation of the great motorindustry, as we know it today. First, Carl Benz invented the petrol engine in 1885 and ayear later Daimler made a car driven by motor of his own design and the rest is history. Daimlers engine proved to be a great success mainly because of its less weightthat could deliver 1000 rpm and needed only very small and light vehicles to cany them. France too had joined the motoring scenario by 1890 when two Frenchmen Panhard and Levassor began producing vehicles powered by Daimler engine, and Daimlerhimself, possessed by the automobile spirit, went on adding new features to his engine.He built the first V-Twin engine with a glowing platinum tube to explode the cylinder Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRAgas-the very earliest form of sparking plug. The engines were positioned under the seat inmost of the Daimler as well as Benz cars. However, the French duo of Pan hard andLevassor made a revolutionary contribution when they mounted the engine in the front ofthe car under a bonnet. For many years after the introduction of automobiles, three kinds of power sourceswere in common use: steam engines, gasoline or petrol engines, and electric motors. In1900, over 2,300 automobiles were registered in New York, Boston, Massachusetts, andChicago. Of these, 1,170 were steam cars, 800 were electric cars, and only 400 weregasoline cars. In ten years from the invention of the petrol engine, the motorcar had evolveditself into amazing designs and shapes. By 1898, there were 50 automobile-manufacturingcompanies in the United States, a number that rose to 241 by 1908. In that year, HenryFord revolutionized the manufacture of automobiles with his assembly-line style ofproduction and brought out the Model T, a car that was inexpensive, versatile, and easy tomaintain. The introduction of the Model T transformed the automobile from a playthingof the rich to an item that even people of modest income could afford; by the late 1920sthe car was commonplace in modem industrial nations. Herbert Austin and William Morris, two different carmakers, introduced mass Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRAproduction methods of assembly in the UK, thus paving the way for *a revolution in theautomobile industry. Austin Seven was the worlds first practical four-seated "baby carwhich brought the pleasures of motoring to many thousands of people who could not buy alarger, more expensive car. Even the bull-nose Morris with front mounted enginebecame the well-loved model and one of the most popular cars in the 1920s. Automobile manufacturers in the 1930s and 1940s refined and improved on theprinciples of Ford and other pioneers. Cars were generally large, and many were stillextremely expensive and luxurious; many of the most collectible cars date from this time.The increased affluence of trie United States after World War II led to the development oflarge, petrol-consuming vehicles, while most companies in Europe made smaller, morefuel-efficient cars. Since the mid-1970s, the rising cost of fuel has increased the demandfor these smaller cars, many of which have been produced in Japan as well as in Europeand the United States. Clearly, the consumer is king in a competitive environment. The automobilesector is just one of several examples of how the consumer as benefited fromcompetition. For decades, the Indian consumer as paid dearly for our policy maker’sconfusion between socialism and capitalism. The thoughtless policy frame as neitherallowed efficient producers nor consumers to get optimum value for their effort ormoney. The recent price was triggered by Telco’s Indica is an interesting case study. Letus trace the evolution of the Indian passenger car industry. Since independence till theearly 1980’s there were only to major Indian players-Hindustan Motors and Premier auto- Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRAin the industry. As new players were barred by licensing, and imports by absurd importduties, these two car manufacturers constituted the oligopoly. They had neither financial muscle nor any incentive to invest in technology orquality. Little wonder the Indian consumer had the worst quality of cars in theWorld.Worse than cars available even in countries like Nepal, Srilanka or Bangladeshbesides the exorbitant duty structure ensured that ownership was restricted to the superrich the oligopolists were happy with this situation. …Until the then prime minister’somnipotent son had brilliant idea! To manufacture a people car at an affordable price.Policies, government machinery, etc were twisted to, cement prices in unofficial markets(make the dream come true. The oligopolists were furious (read premier Autos annualreports of late 1980’s/early1990’s).but the people are maruti 800 came into existence. We Indians have been quite happy with its japanee’s technology. But I realizedhow poorly it compared to international cars when a well-built foreign guest of mine,unable to fit himself in the front seat, remarked, “is this car or a toy?” All thought thatpeople car was available at such a low price because of the benevolent pricing ouregalitarian government, which holds the majority stake in the company. Thencompetition arrived even for the people car (the competitor, indica, though is yet to hitthe roads) and behold, the people car is affordable by many more.-it is 10-12 percentcheaper. Some other carmakers have slashed prices by almost25%. The private playersplan to sell 10000cars at lower price then the erstwhile “People’s Car” has brought down Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRAprices of models that together sell about 250000 units every year. In cars, the pricereduction is quantifiable and visible. In the past seven years, there have been hundreds ofproducts where unshackling competition has benefited the consumer. HISTORY OF THE COMPANY1947: October, first batch of seventy-five Utility Vehicles (UVs) imported in CKDcondition from Willys overland Export Corporation.1949: Lease of 11071 Sq. yds at Mazagaon from British India Steam navigation. Thefirst Willys Overland Jeep built in India at the Assembly Plant, Mazagaon, and Bombay.1954: Phased manufacture of Vehicles undertaken in collaboration with Kaiser JeepCorporation and American Motors Corporation.1962: Indigenous content of Jeep goes up to 70%. 137 acres of land purchased atKandivli to centralize manufacturing operations.1965: FC 150 Petrol Trucks introduced.1967: Two wheel drive Utility Vehicles introduced. 101" wheelbase and Metal Body Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRAUVs introduced. Indigenous content goes up by 97%.1969: Export of vehicles started, export of total 1200 UVs together with spare parts toYugoslavia. Exports also made to Ceylon, Singapore, Philippines and Indonesia. 1970: Contracts concluded to export of 3304 vehicles, mainly to Yugoslavia andIndonesia.1971: Separate R&D section set up.1974: Maxi miller campaign launched to conserve fuel. CJ 4A introduced with newtransmission and axle ratio. Collaboration agreement with Jeep corporation (subsidiary ofAMC, Detroit).1975: FC 260 Diesel light truck introduced. CJ 500 D Diesel introduced with MD 2350Diesel Engine.1979: Government of India approves in principle, the technical collaboration withPeugeot, France for the manufacture of XDP 4.90 Diesel Engine.1981: Nasik Trucks Assembly Plant formally inaugurated. Peugeot Engine Assembly Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRAPlant at Ghatkopar inaugurated. NC 665 DP Mini Truck rolls out from Nasik AssemblyLine.1983: FJ 460 model introduced with 4-speed gearbox. Engine plant at Igatpuri wasformally inaugurated by Mr. Jean Boillot, President of Automobiles Peugeot of Francefor the manufacture of 25000 Peugeot and Petrol engines.1985: New Mahindra Vehicle-MM 540 launched in Bombay. NC 640 DP with 4-speedgearbox introduced. Mahindra MM 440 introduced.1986: CJ 640 DP Vehicle introduced.1987: MM 540 DP metal Body Wagonette introduced.1988: M&M signed a Memorandum of Understanding with Hyderabad Allwyn NissanLimited to form Mahindra Nissan Allwyn Ltd., as its associate company with LCVoperations in Andhra Pradesh. 1989: CJ 340 DP model introduced. M&M and Peugeot announced their tie up for the Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRAmanufacture of Peugeot 504 pick up truck, BA 10 gearboxes and latest XD 3 dieselengines. M&M acquired automotive pressing unit at Kanhe, from Guest Keen WilliamsLtd.1991: Introduction of CJ 500 DI models with MDI 2500 A direct injection diesel engines.M&M bags order to export 10000 CKD kits. Commander range of models: 650 DI, 750DP/HT were launched with tremendous market response.1993: Mahindra Armada launched. M&M was the only manufacturer to withstand thedemand recession, with increasing sales. 1995: Mahindra Nissan Allwyn Ltd. (MNAL) merged with M&M and Zaheerabad LCVoperations becoming part of Automotive Sector. FJ series of LCVs were shifted fromNasik to Zaheerabad. Business Process Re-engineering Project initiated in the Division.Igatpuri Engine Plant received ISO 9002 certificate from TUV of Germany. SingleCab/Double Cab project was initiated.1996: New LCV model Cabking DI 3150 & Mahindra Classic vehicles were launched.New Commander 5 Door Hard Top was introduced.The company was the first automobile manufacturer to get all the engine types approvedfor the new emission norms effective from 1st April 96. IDAM (Integrated Design &Manufacturing) set up for designing entirely new vehicle with the help of internationally Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRArenowned consultants.1997: Commercial production of Ford Escort commenced at Nasik Plant. License &Technical Assistance Agreement was signed with Mitsubishi Motors Corporation forManufacture of SL Body at Zaheerabad (Voyager with XD 3 and BA 10). Soft/Hard topversions of CL/MM 550, 8 seater Armada, Commander 650 DI with longer wheel baseand MM 540/550 XDB models were introduced. Kandivli and Nasik plants received ISO9002 certificate from RW-TUV.1998: Die shop Inauguration at Nashik Plant 2-8/8/97.Voyager launched by the Chairman at Zaheerabad Plant on 12/11/97.Complete localisation of Cabking model at Zaheerabad plant.Change over from 3-Speed to 4-Speed Transmission.400 nos. Army order successfully executed at Kandivli Plant in Mar98. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA Major Milestones: -1945 October 2, Mahindra & Mohammed formed.1948: • The Company was renamed Mahindra & Mahindra Limited (M & M) • Steel Trading business was started in association with suppliers in U.K1948: • Business connections in USA through Mahindra Wallace1949: • Wallace Steel trading on behalf of European suppliers • Jeep Assembly commenced1950: • The first business with Mitsubishi Corporation (for 5000 Tons) for wagon building plates for supply from Yawata Iron & Steel Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA1953: • Otis Elevator Co. (India) established1954: • Technical & Financial Collaboration with Willys Overland Corporation1956: • Shares listed on the Bombay Stock Exchange • Dr. Beck & Co. formed - a JV with Dr. Beck & Co., Germany1957: • Mahindra Owen formed - a JV with Rubery Owen & Co. Ltd., UK1958: • Machine Tools Division started1960: • Mahindra Sintered Products Ltd. (MSP) formed - a JV with the GKN Group, UK.1962: • Mahindra Ugine Steel Company (MUSCO) formed - a JV with Ugine Kuhlmann, France Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA1963: • International Tractor Co. of India (ITCI) formed - a JV with International Harvester Co., USA1965: • Vickers Sperry of India Ltd. a JV with Sperry Rand Corporation, USA • Roplas (India) a collaboration with Rubery Owen, UK • Manufacture of Light Commercial Vehicles commenced.1970: • Mahindra Engineering & Chemical Products Ltd.(MECP) commenced operations.1971: • International Harvester collaboration ended1975: • Switch over to diesel vehicles in-house development.1977: • ITCI merges with M&M, to become its Tractor Division1979: Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA • License from Automobiles Peugeot, France for manufacture of XDP 4.90 Diesel Engines1982: • License from KIA for manufacture of 4 Speed Transmissions • "Mahindra" brand of tractors born • Siro Plats formed1983: • M&M becomes market leader in Indian Tractor Market. (Position retained ever since)1984: • Mahindra Hellenic Auto Industries S.A. formed - a JV in Greece to assemble and market utility vehicles in Europe1986: • Mahindra British Telecom (MBT) formed - a JV with British Telecommunications plc (BT), UK1987: • Acquired International Instruments Ltd. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA1989: • Automotive Pressing Unit (now MUSCO Stampings) acquired from GKW1991: • Introduction of Commander series.1992: • Triton Overwater Transport Agency Ltd., formed • Implementation of the Service Center project at Kanhe • Merged diverse activities of Steel, Machine Tools, Graphics into Intertrade Division1993: • Mahindra Steel Service Centre Limited formed in association with Mitsubishi Corporation and Nissho Iwai Corporation of Japan. • Mahindra Acres Consulting Engineers Ltd. (MACE) formed - a JV with Acres Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA International, Canada • Incorporation of MBT International Inc., USA, a wholly owned subsidiary of MBT The Company’s maiden international offering – the US$ 75m GDR issue. • Introduction of Armada.1994: • Mahindra Realty & Infrastructure Developers Ltd. (MRIDL) formed • Mahindra USA Inc., formed, for distribution of Tractors in the USA • EAC Graphics (India) Ltd., formed in collaboration with The East Asiatic Company Ltd. A/S, Denmark • Reorganization of the Group creating six Strategic Business Units MSL Division (Auto Components) hived off to form Mahindra Sona Ltd. • Mahindra Nissan Allwyn Limited merged with the Company.1995: • Mahindra Holding & Finance Ltd.(MHFL) becomes a subsidiary of M & M to carry out business as an investment company • Technical collaboration with Mitsubishi / Samcor to manufacture L300. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA1996: • Mahindra Ford India Ltd. (MFIL) - a JV with Ford, Motor Co. USA to manufacture passenger cars • The Company made a Foreign Currency Convertible Bond (FCCB) issue of US$ 115 million.1997: • A new die shop was inaugurated at Nasik • Inauguration of The Mahindra United World College of India.1999: • Launch of ‘Bijlee’ a battery-operated, 3-wheeler environmental-friendly vehicle. • The largest online used vehicle website in India launched by Mahindra Network Services. • The business of Intertrade Division and Mahindra Exports Ltd. combined and renamed Mahindra Intertrade Ltd. • The Company acquired major stake in Gujarat Tractors. • Mahindra & Mahindra Financial Services Limited becomes a subsidiary of M&M2000: • The Company unveils new logo. • Mahindra Auto Specialties Ltd. a new 100% subsidiary is formed. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA M&M sets up its first satellite tractor plant at Rudrapur. • The Company launches New Age Tractor, the Mahindra Arjun 605 DI (60 HP tractor). • The Company launches Bolero GLX a Utility Vehicle a response to needs of urban consumer.2001: • A 3-wheeler diesel vehicle "Champion" is launched. • The Company launches Mahindra MaXX a MUV positioned with the caption Maximum Space, Maximum Comfort. • M&M ties up with Renault for petrol engines. • M&M established a separate division to provide Defence Solutions2002: • M&M launches Scorpio - the new generation Sports Utility Vehicle2003: • Scorpio - Recipient of prestigious Awards - • "Car of the Year" Award from Business Standard Motoring • "Best SUV of the Year" and "Best Car of the Year" Awards from BBC on Wheels Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA • "Car of the Year" Award from CNBC Auto Car • M&M launches the "Invader" - a sporty open top vehicle. • M&M opens a second tractor assembly plant in USA. • M&M launches MaXX Pik Up. • M&M Tractors awarded the prestigious Deming Prize for excellence in Quality - • the first tractor company in the world to receive the award. • M&M launches Indias first Turbo tractor - Mahindra Sarpanch 595 DI Super Turbo. • Scorpio wins National Award for R&D. • M&M ventures into Industrial Engine business • Mahindra Defence & Lockheed Martin Information Systems, UK, strike an alliance for Defence Product.2004: • Launched the Mahindra World Tractor - a 75 HP tractor in the overseas market. Formed a new Sector, Mahindra Systems and Automotive Technologies (MSAT), to focus on developing components as well as offering engineering services. Launched "Bolero" and "Scorpio" in Latin American, Middle East and South African markets. Signed MOU to enter into JV with Jiangling Motor Co. Group (JMCG) of China Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA to acquire tractor-manufacturing assets from Jiangling Tractor Company, a subsidiary of JMCG. M&M becomes the first Indian company to achieve sales of one million tractors.2005: • Acquired 51% stake in SAR Transmission Private Limited, a company engaged in manufacture of gears and transmission shafts. M&M Farm Equipment Sector launch operations in Australia. M&M becomes the first Indian auto manufacturer to launch the Common Rail Diesel Engine (CRDe), offering it on the Scorpio. Acquired 80% stake in the JV with Jiangling Motors i.e. in Mahindra (China) Tractor Company. M&M and Renault enter into a JV to manufacture of the mid-sized sedan, Logan, in India. M&M and International Truck and Engine Corporation enter into a JV to manufacture Trucks & Buses in India The first tractor from the JV, Mahindra (China) Tractor Co. Limited, rolled out on 2 July 2005 COMPANY PROFILE M&Ms association with the automobile business dates back to 1945. TheCompany was incorporated in 1945 and was originally formed to manufacture utility Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRAvehicles for the Indian market, initially by importing and assembling Willys Jeep kits.The manufacture of utility vehicles commenced in 1954 in collaboration with WillysOverland Corporation and its successors, Kaiser Jeep Corporation and American MotorCorporation (now part of the Daimler Chrysler group). The Company commencedmanufacturing Light Commercial Vehicles (LCV) in 1965. The Company has recentlyentered the three-wheeler market. Over the years, the Mahindra brand of vehicles have come to represent highquality, ruggedness, durability, reliability, easy maintenance and operational economy.These are the qualities that have endeared the vehicle to individuals as well as institutionslike the Indian armed forces. M&M is the leader in the MUV business in the countrysince inception. M&M has comprehensive manufacturing facilities with high level of verticalintegration. M&Ms automotive division has four manufacturing plants, three in the stateof Maharashtra and one in Andhra Pradesh. In Maharashtra, its plants in Mumbai andNasik manufacture multi-utility vehicles, and engines are produced at the Igatpuri plant.Light commercial vehicles and three-wheelers are manufactured at the Companys plantin Zaheerabad in Andhra Pradesh. Our Mumbai and Nasik plants with the R&D facility at Nasik are ISO/TS 16949certified. The Mumbai plant has also been recommended for the TPM excellence award.Our engine plant at Igatpuri has QS 9000 certification. Our LCV & three-wheeler plant at Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRAZaheerabad have ISO 9001:1994 certification. Both of these plants are also workingtowards TS 16949 certification. Our plants in Mumbai and Igatpuri are also ISO 14001certified. M&M has a strong Research & Development set-up, with over 300 engineers inthe automotive division. The Companys technical prowess is proven by negligible importcontent in our vehicle and by the design and development of a totally, from groundupward, new contemporary SUV - Scorpio. The divisions marketing efforts are supported by a network of more than 275dealers across the country, which are managed by 20 sales offices. Additionally, thedivision has a national network of authorized service stations and stockiest to meetcustomer needs for servicing and spare parts. Having conquered a substantial portion of Indias semi-urban and rural markets, Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRAthe division has in recent years secured significant success in urban regions following theintroduction of premium MUVs like Bolero, and Scorpio. Scorpio is M&Ms firstindigenously developed Sports Utility Vehicle - an off road vehicle with car likecomforts. The Scorpio was launched in June 2002 and has been universally acclaimed. Itwas declared to be the "Car of the Year" by CNBC AutoCAD, BBC Wheels and BusinessStandard Motoring. M&Ms automotive division also exports its products to several countries inAfrica, Asia and European & Latin American countries. LITERATURE REVIEWMEANING OF THE CUSTOMER SATISFACTION: Whether the buyer is satisfied alter purchase depends on the oilers performance inrelation to the buyers expectations in general; Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA "Satisfaction is a persons feeling of pleasure or disappointment resulting fromcomparing a products perceived performance (or outcome) in relation to his/herexpectations. As this definition makes clear, satisfaction is a faction of perceived performanceand expectation. If the performance fails short of expectations, the customer dissatisfied,highly many companies are aiming for high satisfaction, because customers who are justsatisfied still find it easy to switch when a better offer comes along. Those also are highlysatisfied are much less ready to switch high rates faction or delight creates un emotionalbond with the brand, net just a rational preference the result is high customer loyalty. Buying experiments friends and associates advice and market and competitorsinformation and promises. If marketer raises expectations too high the buying is likely tobe disappointed. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA A customer decision to be loyal or to default is the sum of many small encounterswith the company, consulting firms etc. corporation says that in order to convert all thesmall encounters to customer loyalty, companies need to create a "Brand CustomerExperience". Customer oriented thinking requires the company to define customer needs fromthe customer point of view not from its own point of view. Every product involves tradeoffs, and management cannot known what these are without talking 10 and researchingcustomers. Thus, a car buyer would like a high performance car that never breaks downthat is safe, attractively styled and chief Since, all of them virtues cannot be confined inone cany the car designer must make hard chooses not on what pleases them but rather onwhat customer prefer are expect. The aim, after all, is to make a sale through meeting thecustomer’s need.Why is it supremely important to satisfy to customer? Basically because of companys sale each period comes from two groups. Newcustomer and repeat customer. It always cost more to attract new customers than to retaincurrent customer. Therefore, customer retention is more critical than customer attraction. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA The. Key to customer retention is customer satisfaction to satisfied Customer.• Buys again• Talks favorably to others about the company.• Pays less attention to competing brands and advertising.• Buys other products from the same company. One Japanese businessman told the magazines "our aim goes behind satisfyingthe customers, our aim is to delight the customer". In fact, this is higher the greatmarketers. They go behind meeting the mere expectations of the customers, when theydelight a customer, the customer talks to even more acquaintances about the Onecompanies. The delighted customers are more effective adventurous than advertisementplaced in the Media. Now let us consider what happen when the company creates a dissatisfiedcustomer. Whereas we have pointed out, a satisfied customer tells three people about agood product experience, a dissatisfied customer gripes to eleven people. In fact, in onestudy, 13% of the people who had a problem with an organization complain about thecompany to more than 20 people. Suppose each person who heard the bad story told toeleven people. Suppose each person who told another eleven and soon. Clearly, bad wordof mouth travels faster an faster than good word of mouth and car easily poison thepublics attitude about the company. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA Thus, a company should be away to regularly measure customer satisfaction. Itcannot rely just on voluntary complain from customers when they are dissatisfied. In fact,96% of the unhappy customers never tell the company. Companies should set up surveyand suggestion systems to maximize to customers opportunity to complaint. In this way. The company will learn how we!! It is doing. It is also a major wayfor (lie company to learn how to do better. The 3M company claims that over 2/3rd ofinnovative ideas come from the listening to customer complains. Listening is not enough. He company must respond constructively in thecomplain of the customers who register a complain between 54 and 70% will do businessagain with the organization. If the customer feels that t h e complaint was resolvedquickly. Customers who have complain to an organization and had their complaintssatisfactorily resolved tell about the organization to fine people about the treatment theyreceived. When a company realizes that a loyal customer may account for a substantiallysum of revenuer over the years, it seems foolish to risk loosing over a small matter, forexample, IBM makes sales person write a full report on each least customer and all thesteps are taken to restore satisfaction. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA A customer-oriented company would track its customer satisfaction level eachperiod and set improvement goals. If they manage to increase customer satisfaction andloyalty, it docs not have top worry even if its profits are down in a particular year. If ison the right track satisfaction keeps falling it is on the working track. Profit would go upor down in a particular year for many reasons, inclosing rising controls, falling prices,major new investments and soon. But, the ultimate sign of a healthy company is that itscustomer satisfaction index is high and keeps rising company’s future profits. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA Management Problem Management wants to know why there is decline of customer’s visit at SutariaAutomobiles Service centre, Belgaum. Research Problem To analysis customer’s satisfaction level and Response with respect to SutariaAutomobiles Service centre, Belgaum. Statement of the Problem Today’s customers are an important element in every business so to retain acustomer and make the loyal company is a great challenge. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA This is what made me to take up this project on “A STUDY ON CUSTOMERSATISFACTION REGARDING AFTER SALES SERVICES OFMAHINDRA&MAHINDRA AT SUTARIA AUTOMOBILES SERVICE CENTERBELGAUM”.Purpose of the Study The purpose of the study on customer satisfaction regarding after sales servicesand to know any suggestions to improve the sutaria automobiles service centre, Belgaum.Scope of the Study In this competitive world retaining the customers has become important part andparcel of the business activity, since in these arena the people who adopt to changes andnew technologies will survive. This study will help to understand customer need, preference and what theyrequire from the service station and this study will not only help me as a student but itwill also the sutaria automobiles to improve its service standard. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRAObjectives of the Study: -1. To know the customer’s satisfaction level at Authorized Mahindra &Mahindra service centre in Belgaum District2. To know the perception of customer’s regarding the charges/ rates offered by the service centre.3. To know the reasons for decline of customer’s visit at Sutaria Automobiles Service centre.4. To know the suggestions from customer’s to improve the service center6. . Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA ORGANISATION PROFILE Sutaria automobile is situated at mujawar complex puna road Belgaum. It wasstarted in the year 1937 by shri devidas tarundas shah first it was dealer of ford motors.Then 1952-it dealer of Mahindra and Mahindra under the dealership of universal motorsBombay. In the year 1972 it acquired the dealership of Mahindra and Mahindra wholly inBelgaum district. Till today it has maintained its reputation. Sutaria automobile is a partnership firm. It has three partners and all the threepartners look after three departments. The departments are spares department, salesdepartment, &service department. Mr. kishor d shah looks spares parts department, Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA Mr. dinesh d shah looks sales department and Mr. Mahindra d shah looks servicedepartment Spares department has 4 employees. Sales department 3 employees. This threeemployees have different posts. They are sales manager and sales executives. Service department has total 25 employees; in there are 5 clerks and 20mechanics. Sutaria automobiles sell every products of Mahindra and Mahindra expectscorpio.orginal spare parts are sold in sutaria automobiles only and no where else ORGANISATION CHARTSales Department Sales department in charge (Mr. Dinesh D Shah) Sales Manager Sales Executives Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRASpares Department Spares Department In charge (Mr. Kishore D Shah) There are four employees under Mr.Kishore D ShahService Department Service Department In charge (Mr. Mahindra D Shah) In this servicing centre, there are 20 employees in that there are 15 are mechanicsand rests of 5 them are thinkers. Other than this there are 2 clerks and 1-computeroperators.PRODUCTS SOLD BY SUTARIA AUTOMOBILES IN BELGAUM • Mahindra Touristar • Mahindra Bolero Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA • Mahindra Load king • Mahindra FJ Minibus • Mahindra Cab king 576 DI • Mahindra Pik-Up-CBC • Mahindra Bolero Sports • Mahindra Maxx Festiva • Mahindra Champion • Mahindra Marshal DX Royale • Mahindra Bolero Camper • Mahindra Maxx Sampling Concerned to my project, the respondents were chosen Stratified Random Sampling (quota sampling).. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA SAMPLING PROCESS• Area: Belgaum District• Sample Frame: consumer’s who owned Mahindra vehicles.• Sample unit: Individual owners of Mahindra vehicle.• Sample size: 100 Respondents of Mahindra vehicle.• Sampling method: Stratified random sampling (quota sampling). Research Design The research study was made keeping in mind the various factors that wereworked out in informal discussion with the Sutaria Automobile, that would be includedas a research object and the study can be based on the objectives. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRASteps in the Research Design• Define the research problem• Estimate the value of Information• Select the data collection method• Select the measurement technique• Select the Sample• Select the Analytical Approach• Evaluate the ethics of the Research• Specify time and financial cost• Prepare the Research Proposal1. Define the research problem To analysis customer’s satisfaction level and Response with respect to SutariaAutomobiles Service centre, Belgaum.2. Estimate the value of Information Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA The value of information should exceed the expected cost. I am conducting theStratified Random Sampling method. Sample sizes for my research will 100 in numbers.3. Select the data collection method Decided to go for survey methods i.e., stratified random sample. Using thequestionnaire conducting the survey and using Dichotomous (close-ended), rating scaleand open-ended questions.4. Select the measurement technique Descriptive type of research, using the questionnaire with rating scale, open &close- ended questions.5. Select the Sample The sample would be Individual owners of Mahindra vehicle , In Belgaum Dist6. Select the Analytical Approach Analyzing the collected information with the help of percentages (%)using MS-Excel software. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA7. Evaluate the ethics of the Research The collected information (data) will be used for solving the managementproblem and not for any non-ethical objects; the main objectives will be addressed.8. Specify time & financial cost Time needed is two months (8 weeks) and the financial costs are,• Daily expenses about 20/- for two months it would be 1200/-• Stationary and Printing about 1500/-• Traveling Expenses about 1000/-• Total Financial Cost = 1200+1500+1000 = 3700/-9. Prepare the Research Proposal: Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA As the customers visit were going down from few years in the SutariaAutomobiles Service center, Belgaum So the management wants to know what are theCustomers expectation and responses towards Sutaria Automobiles Service centre,Belgaum. For this purpose there was need to know the Customer satisfaction level regardingafter sales services of Mahindra and Mahindra at Sutaria Automobiles Service Centre,Belgaum. Data Collection Methods: Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA The information necessary for this research data collected by tapping primaryand secondary sources. The sources are as follows:• Primary Sources: a) Questionnaire b) Personal interaction• Secondary Sources: a) Company Websites b) Related Information from Internet c) Company Reports Books and Publications.• Measuring Tools: The measurement and evaluation of the data is done using statistical tools andtechniques such as simple percentage method, mean, graphical representation with helpof data code sheet using MS Excel software. RESULTS AND DISCUSSION WITH GRAPHS: (ANALYSIS) Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRAQ.No 2 3 4 5 6 8 10 11 13 1 2 3 4 A B C DSamples 1 1 2 2 1 3 3 2 2 2 2 1 1 2 3 3 3 1 3 3 4 4 4 4 1 1 3 2 2 2 2 3 3 3 3 3 3 1 1 4 4 3 2 1 2 3 1 2 3 4 1 1 5 2 2 1 2 3 2 3 3 2 1 2 2 6 5 3 3 1 2 4 1 2 3 4 1 1 7 1 1 5 3 4 3 4 3 2 1 1 2 8 2 2 2 2 2 2 3 3 3 3 1 1 9 3 4 5 3 4 2 1 2 3 4 1 1 10 2 3 4 1 1 3 2 2 2 2 1 1 11 3 3 2 1 3 3 2 3 3 3 1 1 12 4 4 2 2 2 4 3 3 4 4 1 2 13 2 2 2 1 3 2 2 2 2 2 2 1 14 5 2 2 3 2 3 3 3 4 3 1 1 15 1 4 5 2 4 4 4 4 1 1 1 1 16 2 2 2 1 1 2 4 4 4 4 1 1 17 3 1 3 1 4 3 1 2 3 4 2 2 18 5 2 2 2 4 3 4 4 3 2 2 1 19 1 2 1 1 1 2 3 3 3 3 1 2 20 2 2 2 2 1 3 3 3 3 3 1 1 21 3 4 4 1 2 2 4 3 2 1 1 2 22 4 3 3 3 3 2 4 4 4 4 1 1 23 1 4 2 3 1 4 3 3 3 3 2 1 24 3 3 3 1 3 3 3 3 3 3 1 1 25 2 1 1 2 2 2 2 3 3 4 1 1 26 3 4 4 1 3 2 4 3 2 1 1 2 27 3 4 2 1 3 3 3 2 1 3 1 1 28 5 3 1 2 4 2 2 3 4 4 1 2 29 2 1 4 1 3 3 3 3 3 3 1 1 30 5 2 2 2 2 3 3 2 3 1 1 1 31 2 1 3 2 3 2 3 3 3 3 1 1 Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA 32 5 2 2 1 2 2 2 3 4 4 1 2 33 5 5 2 1 2 3 2 3 4 4 1 1 34 2 2 2 2 2 2 3 3 3 3 1 1 35 3 4 3 1 3 1 3 3 3 3 1 1 36 5 4 4 2 4 2 2 2 2 2 2 2 37 4 4 3 1 2 2 3 3 3 3 1 1 38 3 3 3 1 3 2 3 4 4 4 1 2 39 3 3 5 1 3 3 1 3 2 1 1 1 40 4 4 2 1 1 3 2 2 2 2 1 2 41 2 2 2 1 2 2 3 4 4 4 1 1 42 2 2 2 3 2 3 3 3 3 3 1 1 43 3 3 3 1 3 3 3 4 4 4 1 1 44 2 2 2 1 2 3 2 2 2 3 1 1 45 2 3 2 1 1 2 2 3 2 3 1 1 46 2 2 2 2 2 2 1 2 3 4 1 2 47 3 2 2 1 3 3 3 3 3 3 1 1 48 5 2 2 2 3 2 3 3 3 3 2 1 49 3 2 2 2 4 2 3 3 2 2 1 1 50 5 5 3 1 4 2 3 3 3 3 2 2 51 3 2 2 2 2 2 3 3 3 3 1 1 52 2 2 3 1 3 3 1 1 1 1 1 1 53 3 2 2 1 3 2 3 3 2 1 1 1 54 2 2 2 2 2 2 2 2 3 3 2 2 55 3 3 3 1 3 3 2 3 1 1 1 1 56 2 3 4 1 4 2 3 3 3 3 1 1 57 4 4 4 1 4 3 3 4 4 4 1 1 58 5 5 5 2 3 2 3 4 4 4 1 1 59 3 3 3 1 3 1 3 3 3 3 2 1 60 3 2 2 2 2 2 2 2 3 3 1 1 61 3 3 3 1 3 3 2 2 1 4 1 1 62 3 2 3 1 3 2 2 2 2 2 1 1 63 2 3 3 1 3 3 3 3 3 3 1 1 64 1 3 3 2 3 2 4 3 2 1 2 2 65 4 4 4 1 2 3 4 4 2 2 1 1 66 3 3 3 2 2 3 1 1 3 4 2 2 67 5 5 5 1 4 2 1 2 2 3 2 1 Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA 68 5 4 5 2 3 4 4 4 4 4 1 1 69 3 3 3 1 3 4 3 3 1 1 1 1 70 2 3 4 1 4 3 4 4 1 1 1 1 71 5 5 5 1 3 2 1 1 2 3 1 2 72 4 4 4 1 3 1 1 1 1 1 1 1 73 4 4 4 2 3 1 1 1 1 1 1 1 74 5 3 4 1 3 2 1 2 2 1 1 2 75 4 4 3 2 3 1 1 1 1 1 2 2 76 5 4 4 1 4 1 1 1 2 3 1 2 77 3 3 2 2 3 3 4 4 4 4 1 1 78 2 4 3 1 2 3 4 4 4 4 1 1 79 5 5 5 1 4 2 3 3 3 3 1 1 80 4 3 2 1 3 3 2 2 2 2 2 2 81 1 4 3 2 4 2 3 3 4 4 1 1 82 3 1 1 2 1 3 4 4 4 4 1 1 83 2 2 4 1 3 2 3 3 3 3 1 1 84 3 3 3 1 1 3 4 4 4 4 1 1 85 4 3 2 1 3 4 4 4 3 2 1 1 86 3 3 3 1 4 1 3 3 3 3 2 2 87 4 4 2 1 3 2 2 2 2 2 1 2 88 3 3 4 1 3 2 2 2 1 1 1 1 89 3 3 3 2 4 1 1 1 3 3 2 1 90 4 4 5 1 3 2 2 2 1 1 1 1 91 3 3 4 1 3 1 2 1 1 1 1 1 92 2 2 3 1 3 1 1 1 2 2 1 2 93 4 3 1 2 4 2 1 1 2 2 2 2 94 5 3 3 2 2 3 1 1 3 3 1 1 95 3 4 4 1 3 2 1 1 2 2 1 2 96 4 4 2 1 3 2 2 2 3 4 1 2 97 2 4 3 1 4 1 3 3 1 1 2 1 98 1 5 2 2 2 2 4 3 2 1 1 1 99 1 5 3 3 1 3 3 2 1 2 2 1 100 1 5 1 3 2 2 4 3 3 4 1 2 Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRAANALYSIS OF CUSTOMER SATISFACTION2. Satisfied with overall service provided by sutaria automobiles 1. Strongly Agree 10 2. Agree 25 3. Neither agree not disagree 31 4. Disagree 18 5.Strongly Disagree 16Interpretation According to my survey, out of 100, responds 31% of the people says neitheragree nor disagree about overall service provided by Sutaria Automobiles. And 25% ofthe people agree. And 18% of the people disagree, and 16% of the people says stronglydisagree, and lastly 10% of the people strongly agree about overall service provided bySutaria Automobiles. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA3. Authorized service station has sophisticated tools and techniques. 1. Strongly Agree 06 2. Agree 28 3. Neither agree not disagree 32 4. Disagree 25 5.Strongly Disagree 09Interpretation Out of 100 respondents 32% of the people moderate about tools & techniques &28% of the people agree, &25% of the people disagree & 9%of the people says stronglydisagree & 6% of the people strongly agree for tools & techniques. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA4 Authorised service station has sufficient and genuine spares. 1. Strongly Agree 07 2. Agree 36 3. Neither agree not disagree 30 4. Disagree 17 5.Strongly Disagree 10 Station has sufficent tools and Genuine Spares 40 35 30 Samples 25 20 15 10 5 0 1. Strongly 2. Agree 3 .Neither 4. Dis agree 5. Strongly Agree Agree nor Dis agree dis Agree RespondentsInterpretation From the source of field survey, out of 100 respondents 36% of the people agreewith sufficient & genuine spares, & 30% of the people moderate with the spares, & 17%of the people disagree, & 10% of the people strongly disagree,& remaining 7% of thepeople strongly agree for sufficient & genuine spares. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA5. Labour charges compared to Authorised service and roadside Mechanics.1 Very high 60 2 High 323 Economical 08 4 Low 0 Labour Charges 70 60 50 Samples 40 30 20 10 0 1. Very high 2. High 3. Economical 4. Low RespondentsInterpretation According to my survey 60% of the people says labor charge is very high in theSutaria Automobiles as compared to roadside or any other Authorized service centre, &32% of the people says labor charge is high & remaining 8% of the people says labor isreasonable.& no body is ready to agree with low labor charges. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA 6. Delivery as per schedule. 1 Always 10 2 Most of times 25 3 Some Times 45 4 Never 20 Delivery as per schedule 45 40 35 30 25 20 15 10 5 0 1. Always 2. most of 3. Some 4.Never the times times RespondentsInterpretation 45% of the respondents are disagree with the delivery of vehicle timings and 25%of the respondents are moderate, 20% of them said they never get timely, and 10% ofthem are agree with the delivery as per schedule. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA 8. On Road Break down Service. 1 Poor 11 2 Fair 46 3 Good 36 4 Excellent 07 Break down Service 50 40 Samples 30 20 10 0 1.Poor 2.Fair 3.Good 4.Excellent RespondentsInterpretation In the samples taken out of 100 respondents 46% of the people says on road breakdown service is fair, &36% of the people says good & 11% people says poor, &remaining people says on road break down service is excellent. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA10. Whether people at service station are co- operative or not. Attributes Low Moderate High Very High Works Manager 20 23 38 19 Service Advisor 13 25 44 18 Service Supervisor 15 27 39 19 Technicians 22 16 34 28 People at service station are cooperative 50 40 30 20 low moderate 10 high 0 works service very high manager Supervisor RespondentsInterpretation Based on my survey the customers are says that works manager is 38%high, 20% low &23% moderate with them at service station and service advisoris 44% is high, 13% low and 25% moderate with them and service supervisoris 39% is high , 15% is low and 27% moderate with them. And technicians are34% high, 22% low and is 16% moderate with them at service station. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA 11. It is helpful if service station is kept open on Sundays Yes 80 No 20 Service Station kept on Sundays 20% 80%Interpretation From the source of field survey nearly 80% of people says it is helpful to them, ifservice station is kept open on Sunday’s. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA13. Whether you would recommended Sutaria service station to others. Yes 71 No 29 Recommend to others 29 71Interpretation According to my survey 71% of people says that, they are recommendedsutaria automobiles to others. And 29% of people are not recommended sutariaautomobile to others. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA FINDINGS AND SUGGESTIONSFindings: -¬ According to my survey, out of 100, responds 31% of the people says neither agree nor disagree about overall service provided by Sutaria Automobiles¬ Out of 100 respondents 32% of the people moderate about tools & techniques¬ From the source of field survey, out of 100 respondents 36% of the people agree with sufficient & genuine spares,¬ According to my survey 60% of the people says labor charge is very high in the Sutaria Automobiles as compared to roadside or any other Authorized service centre.¬ 45% of the respondents are disagree with the delivery of vehicle timings. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA¬ In the samples taken out of 100 respondents 46% of the people says on road break down service is fair.¬ From the source of field survey nearly 80% of people says it is helpful to them, if service station is kept open on Sunday’s.Suggestions: -¬ Management should make availability of sufficient tools and techniques and genuine spare parts.¬ Management should try to reduce labor charge and service charges as much as possible.¬ Management should maintain delivery timings and on road break down service’s as they promised to their customers.¬ Majority of the customer’s wants to kept open service station on Sunday’s, so management should try to provide service’s on Sunday’s also Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA CONCLUSION According to my survey majority of the customers are not satisfied with overallservice provided by Sutaria Automobiles, they expect management should provide:-¬ Sophisticated tools and techniques.¬ Genuine spare parts.¬ Reduction in labor charges. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA¬ Timely delivery of vehicle. So Management should concentrate on these aspects to satisfy their customers. Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRADear Sir, QUESTIONNAIRE1. Which Mahindra vehicle do you own? _______________________________________________________________2. Are you satisfied with the overall service provided by the Sutaria Automobiles 1. Strongly Agree 2. Agree 3. Neither agree nor disagree 4. Disagree 5. Strongly Agree3. Authorized service station has sophisticated Tools and Techniques. 1. Strongly Agree 2. Agree 3. Neither agree nor disagree 4. Disagree 5. Strongly Agree4. Authorized Service Station has sufficient and genuine spares 1. Strongly Agree 2. Agree 3. Neither agree nor disagree 4. Disagree 5. Strongly Agree Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA5. Labor charges (Comparison to roadside mechanics or other authorized service station) 1. Very High 2. High 3. Economical 4. Low6. Delivery as per schedule 1. Always 2. Most of times 3. Some times 4. Never7. Distance of service station from your residence _____________________________________________________________8. On road break-down service 1. Poor 2. Fair 3. Good 4. Excellent9. Have you come across any problem with authorized service station? 1. Yes 2. No If yes, specify _________________________________________________10. Whether people at service station are co-operative or not Low Moderate High Very High 1. Works Manager 2. Service Advisor 3. Service Supervisor 4. Technicians Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA11. Whether it is helpful for you, if service station is kept open on Sundays 1. Yes 2. No12 Can you suggest the best working time for the service station? _____________________________________________________________13. Whether you would recommended Sutaria Service Station to others 1. Yes 2. No14. Any Suggestions to improve the services provided at Sutaria Automobiles.________________________________________________________________________________________________________________________________________________________________________________________________________________________ 1. Name of the Respondent: _________ ___________________________________ 2. Address of the Respondent____________________________________________ 3. Vehicle Model ____________________________________________ 4. Vehicle No. ____________________________________________ 5. Phone No: _______________ Mobile No.: ______________ Thank you, Signature Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA BIBILOGRAPHY1. MARKETING RESEARCH - TULL AND HAWKINS1. MARKETING MANAGEMENT - PHILIP KOTLER2. COMPANY MAGZINES AND MANUALS3. WEB SITES - a. www. Mahindra and Mahindra.com b. www.google.com Babasabpatilfreepptmba.com
    • A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALESSERVICESOF MAHINDRA&MAHINDRA Babasabpatilfreepptmba.com