ppt

1. “STUDY ON CUSTOMER SATISFACTION AND
APPROVAL ON LUXURY VEHICLE MANUFACTURER,
MERCEDES-BENZ“
COMPANY NAME: FORBES MARSHALL PVT LTD
Student Name: Renoy Cherian Amprayil
Roll No. 182114
Mail ID: renoyc91@gmail.com
Guide Name: Prof Ruchita Ramani

2. Content
1) Introduction
2) Executive summary/Abstract
3) Objectives/Purpose/Significance/Scope
4) Methodology/approach
5) Data Analysis and interpretation
6) Major findings
7) Recommendations and suggestions
8) Conclusion
9) Limitations
10) References
11) Annexure

3. 1: Introduction
Customer satisfaction is a measure of post purchase behavior of
the customers. If customer expectations meet with the
perceived value of goods and service then customer is satisfied
but if the perceived value of goods and service is less than the
customer expectations than customer is dissatisfied and if the
perceived value exceeded the expected value of the goods and
service than the customer is delighted.
Satisfaction is crucial concern for both customers and
organizations. The perception of the best product or service at
lowest price with safety affect the industry and customer
segment significantly.
In addition to all that, customers generally want the best
possible product or service for a low cost

4. 2: Executive Summary/ Abstract:
 These days it is very clear that market is having drastic changes and all the
companies are acting according to it because to survive in the market and
this should be achieved by studying about the customer options and
analyzing their future requirements.
 This study is definitely going to help to analyze the customer and can take
necessary steps for the improvement of the services by the company.
 Customers are the real advertisement for any product so the company
should be in a position to meet the customer requirements and also should
maintain the Customer Relationship.
 Mercedes-Benz is not only concerned with selling of their products they also
concerned with providing service to the customers after selling. So there is
necessity for the company to find out the satisfaction level of the
customers, at different levels in the company.Which help the organization
to find out the ways in improving the services being provided to the
customers, to increase the satisfaction level in them.

5. 3. Objectives, Purpose, significance,
Scope
 To find the satisfaction level of the customers with regards to the service
being provided to them pre and post sales.
 To identify the drawbacks in the service delivery.
 Studying the consumer behaviors and a general perception about
Mercedes-Benz as a brand.
 Study on the need for improvement in existing Marketing System.
 Study on the difficulties faced by Executives while marketing in the field.
 Study of the various types and Models offered by Mercedes-Benz and its
consumers perception in comparison to their competitors.
 To find out the level of satisfaction of the buyers on different attributes.
 To identify the strength weakness, opportunity and threats for
Mercedes-Benz. (SWOT Analysis)
 To study the features of different Models that give a good idea of various
schemes offered by the company.

6. 4. Methodology & Approach
 There are many ways to classify research designs, but sometimes the
distinction is artificial and other times different designs are combined.
Nonetheless, the list below offers a number of useful distinctions between
possible research designs.
 Descriptive (e.g., case-study, naturalistic observation, Survey)
 Co-relational (e.g., case-control study, observational study)
 Semi-experimental (e.g., field experiment, quasi-experiment)
 Experimental (Experiment with random assignment)
 Review (Literature review, Systematic review)
 This project will be based on a Descriptive and Analytical Research with the
help of primary data, non-probability and purposive quota sampling.The given
project sample will be considered specific to predetermined users residing New
Delhi, Pune and Bangalore.The sample size is selected for the study 100 user.
The techniques of sampling unit in this study are convenience sampling.
 Tools Used for Data Analysis:
 Bar chart (Bar charts will be used for comparing two or more values that will
be taken over time or on different conditions, usually on small data set )
 Pie-chart (Circular chart divided in to sectors, illustrating relative
magnitudes or frequencies)

7. 5. Data Analysis and interpretation

8. 6. Major findings
 It reveals that good perception comes from 40%, 30% have ordinary perception
about the Mercedes-Benz and rest by 10% have No Comment, 20% have poor
perception.
 It reveals that factor prompt to buy Mercedes-Benz. Performance (36%), Look (22%),
availability (10%), Price (2%), Maintenance (4%), Brand image (10%) and after sales
service (12%).
 It is observed that 50% of respondents strongly agree Mercedes-Benz have Good
Quality, 20% agree, 20% neither agree and 10% of respondents disagree.
 30% people like Mercedes-Benz due to good looking, 20% due to price, 20% due to
less power consumption and rest due to stylish & trend and rest of others.
 It is observed that 10% of respondents says Mercedes-Benz have Good price, better
quality (64%), easily available (16%), diversified categories of products (10%). Here
most of the respondents use Mercedes-Benz due to its better quality.
 It reveals that it is 80% of respondents say Mercedes-Benz are more quality and
beneficial than others. Only 20% of respondents Says No.
 It reveals that it is showing Mercedes-Benz is economical. 20% of public is extremely
agreed with this statement, 30% is highly agreed, 25% is agreed and rest of peoples
answer is negative.

9. 6. Major findings
 It reveals that 60% of people says excellent about selling scale system of
Mercedes- Benz, 10% Good, 10% Fair, 10% Poor and rest 10% says very poor.
 45% of the customers are satisfied about the explanation about the benefits,
features, etc., at the time of purchase, 27% are very satisfied, 12% very satisfied,
12% are somewhat dissatisfied, 4% are delighted and 12% had not responded to
the above question.
 42% of the customers are satisfied by the reception of the sales personnel at the
time of enquiry, 30% are very satisfied, 12% are delighted, 4% are somewhat
dissatisfied and 12% had not responded to the above question.
 50% of the customers are very satisfied by the reception of the service advisor, 30%
are satisfied, 11% are delighted and 9% are somewhat dissatisfied.
 44% of the customers are very satisfied by the time taken to open job card, 25%
are satisfied, 23% are delighted and 8% are somewhat dissatisfied.
 46% of he customers are satisfied by the attitude of the service personnel, 28% are
very satisfied, 10% are somewhat dissatisfied, 11% are delighted and 1% very
dissatisfied.

10. 7. Recommendations and suggestions
 Prompt delivery of the vehicle should be made.
 Top priority must be given to taxes and long distance vehicles then
local vehicles.
 Facilities like A/C, Newspapers, Drinking water and weeklies must be
provided and they must be up to the standards in customer waiting
room.
 The company must advertise itself about its service station by
having boarding mainly at sales point and at customer waiting room.
 A separate phone must be made available to deal with customers to
inform them whether the service station is ready to accept their
Vehicles for service
 The organization must appoint persons to deal with the customers
via phone and to explain to the customers on job done at the time of
delivery.

11. 7. Recommendations and suggestions
 The organization must instruct the workers not only to consider the
job card they must also go through the vehicle and if they find and
things extra jobs to be done them they must inform the owner and
they must entire it in job card and then go through the work.
 Labor charges should be decreased
 Service reminders should be sent regularly
 Billing should be made faster.
 People should purchase Mercedes-Benz due to the fact that their
brand ranking is like no other and has been for a long time.
 Mercedes-Benz is never going to decline in brand value, which is why
you should trust such a well-known car brand when purchasing your
next vehicle.
 If brand rankings mean anything to a potential customer, Mercedes-
Benz is the car to purchase, as it is a consistent top rank amongst
several other big name car manufacturers.

12. 8.Conclusion
I would like to conclude by stating that my research on “STUDYON
CUSTOMER SATISFACTIONANDAPPROVAL ON LUXURYVEHICLE
MANUFACTURER, MERCEDES-BENZ” was applied and proven in
terms of outreach done to the targeted customers.
 This made it clear that Mercedes-Benz is not only one of the most
profitable car brands in the world, but they also rank high in many
categories amongst other top car manufacturers. Mercedes-Benz is
a well-trusted car manufacturer and the rankings I have research
prove that Mercedes-Benz deserves to stay amongst the highest
ranked car brands for quite some time.
 For Ex: People seem to get the wrong impression that a gentleman
should “walk but never run”.Well, the Mercedes SL63 AMG begs to
differ.This roadster comes with a dual personality that makes up its
best asset.

13. 9. Limitations
The research conducted would enable the company to assess how far the
customers are satisfied with product and services of Mercedes-Benz. During
the course of the study the following limitations were observed:
 It is very difficult to check contemplate the actual accuracy of the
information provided as no emotional intelligence profile of the consumers
were considered.
 Since all the products and services are not widely used by all the customers
it is difficult to draw realistic conclusions based on the survey.
 Considering this was mostly a desk research, secondary data that was
required was not made available. (Specific service center feedback forms
and others)
 The method will be unsuitable if the number of persons to be surveyed is
very less as it will be difficult to draw logical conclusions regarding the
overall satisfaction level of customers.
 Interpretation of data may vary from individual depending on the individual
understanding the product features and services of the company.

14. References and Appendix /Annexure
• Mercedes-Benz Safety Innovations".Theautochannel.com. 13 September 2017. Retrieved 26
September 2018.
• Daimler AG Investor Relations Archived 18 August 2018 at the Wayback Machine.
• "Behind the Scenes: Mercedes-Benz AMG". Motortrend.com. 26 February 2007. Archived from
the original on 10 August 2010. Retrieved 26 September 2018.
• "Mercedes-AMG: unique, top-quality model line-up is popular worldwide". Media.daimler.com.
10 April 2018. Archived from the original on 14 April 2010. Retrieved 12 March 2017.
• "The history of Mercedes-AMG GmbH". Media.daimler.com. 20 December 2000. Archived from
the original on 25 February 2010. Retrieved 26 September 2018.
• "This IsTesla's Big Chance In China. Will It Be Blown Again?". Forbes. 8 September 2016.
Retrieved 8 September 2018.
Magazines & News Papers:
• HindustanTimes
• IndiaToday
• Business Outlook
WEBSITES:
• https://www.mercedes-benz.co.in/
• http://www.strategy-business.com/article/
00269?gko=48bd9
• http://www.marketwatch.com/investing/stock/
hmc/profile
• http://freepestelanalysis.com/pestelpestle-
analysis-of-Mercedes-Benz/

15. Annexure

16. THANK YOU