This document is a project report on customer satisfaction at Aditya Motors presented by Swaraj Panda. It contains an introduction on customer satisfaction and market surveys. The objectives are to study customer satisfaction with Aditya Motors' services, products, and after-sales service. The methodology involved a survey of 150 customers through questionnaires. Data analysis shows high customer satisfaction ratings especially for service, tools/techniques, sales cooperation, vehicle delivery, and cleanliness after service. Suggestions include adding a canteen and lounge area. The conclusion is that customer satisfaction is high and some additional service emphasis could further improve satisfaction.

1. Project report on
Customer satisfaction in Aditya motors
Presented By:- swaraj panda
Regd. No: 1461301028
Session: 2014-16
Under the Guidance of
External Guide Internal Guide
Mr. santosh ku. Tripathy Dr. Madhuchanda mohanty
Dy. Sales manager Asst. Professor
Aditya motors HR DEPT. (IBCS)
Institute of Business & Computer Studies, Faculty of Management Studies
Siksha ‘O’Anusandhan University, Bhubaneswar

2. CONTENTS
 INTRODUCTION
 OBJECTIVES OF STUDY,SCOPE,LIMITATION
 METHODOLOGY OF THE STUDY
 COMPANY PROFILE
 DATAANALYSIS & INTERPRETATION
 FINDINGS
 SUGGESTIONS
 CONCLUSION

3. INTRODUCTION
Customer satisfaction is a concept that more and more companies are putting at the
heart of their strategy, but for this to be successful, they’re needs to be clarity about
what customer satisfaction means and what needs to happen to drive improvement.
A market survey is an important requirement for initiating any successful
business. The objective of a market survey is to collect information on various
aspects of the business.
• A market survey is a research technique used to gather consumer preferences and
purchase intent of a company's products and services within a geographical area.
• Market surveys are extremely important because companies learn what their
customers like and dislike about their products and services.
.

4. OBJECTIVE OF THE STUDY
• To study about the customer satisfaction on the services provided by the
dealers.
• To study the opinion of the owners of cars regarding its features like
mileage, price etc.
• To study the customer satisfaction with usage of their cars.
SCOPE
The scope of project allows a two way approach to learn about the
functioning of Aditya motors, its customer & to analyze it’s after sales
services.
LIMITATION
• Since the project duration was only two months, time constraint limits the
area of study.
• The geographic study is limited to Aditya motors Phulnakhara, cuttack store
only

5. METHODOLOGY OF THE STUDY
The research was based on a study of a sample, sized 150, using simple random
sample selected from the existing customer of Aditya motors.
Date Sources:
Primary Data:
The data is collected directly from each and every customer.
Survey Research:
The research was done to learn about customers satisfaction in the Aditya
motors customers.
secondary data
Research Tool:
Questionnaire (primary tool)
• Sampling Size: Sample size was chosen to be 150.
• Sampling Procedure: Simple Random Sampling.

6. COMPANY PROFILE
• Aditya motors is a unit of Aditya car automotives private limited it is promoted by
sri padma charan patra, chairman of aditya group companies. Sri patra is a very
well known personality in the field of trade and industry . his only son aditya who is
an engineer along with MBA degree from uk is looking after the day to day affairs
of business as the managing director.
• Aditya motors was established in the year 2006 in the eastern part of odisha, located
beside national highway no-5 near phulnakhara, cuttack
• Aditya motors handles the Mahindra and Mahindra dealership for its passenger as
well as commercial range of vehicles. The state of art 3-s facilities (SALES,
SERIVICE, SPARES) under one roof of aditya motors is rated as one of the biggest
showrooms of the country.
• Aditya motors is one of the dealer of Mahindra range of vehicles since the later part
of 2006. The vehicle sale is around 3000 units per annum and the vehicle reporting
for servicing 18000 units per annum which prove Aditya motors as a one of the
largest dealers of Mahindra in a very short span period.

7. DATA ANALYSIS
1.Satisfaction regarding overall service
provider by Aditya Motor
FACTORS(
RATINGS)
NO OF
RESPONDENTS
PERCENTAGE
1-7 10 0
8 30 30
9 40 33
10 70 37
2.Customer’s view regarding the availability
of sophisticated tools and techniques
FACTORS NO OF
RESPONDENTS
PERCENTAGE
YES 135 90
NO 15 10
90%
10%
YES NO
0%
30%
33%
37%
1 2 3 4

8. 3.Customers view regarding the cooperation
of sale’s people at Aditya Motors
FACTORS NO OF
RESPONDENTS
PERCENTAGE
YES 140 93
NO 10 7
4.Regarding Opening of store on
Sunday
FACTORS NO OF
RESPONDENTS
PERCENTAGE
YES 130 97
NO 20 3
93%
7%
YES NO
YES
97%
NO
3%

9. 5.Delivery of vehicle as per
schedule
FACTORS NO OF
RESPONDENTS
PERCENTAGE
YES 145 97
NO 5 3
6.Rating on breakdown road
service
FACTORS NO OF
RESPONDENTS
PERCENTAGE
1-7 5 3
8 20 13
9 50 34
10 75 50
YES
97%
NO
3%
3%
13%
34%
50%
1 2 3 4

10. 7.Complementary service
provided by aditya motors
FACTORS NO OF
RESPONDENTS
PERCENTAGE
YES 130 87
NO 20 13
8.Satisfaction regarding concern
fulfillment
FACTORS NO OF
RESPONDENTS
PERCENTAGE
YES 140 93
NO 10 7
87%
13%
yes no
93%
7%
yes no

11. 9.Regarding the bill provided by
dealer
FACTORS NO OF
RESPONDENTS
PERCENTAGE
YES 150 100
NO 0 0
10.Saisfaction regarding intimations
through calls for service due
FACTORS NO OF
RESPONDENTS
PERCENTAGE
YES 140 93
NO 10 7
100%
0%
yes no
93%
7%
yes no

12. 11.Satisfaction regarding
appointment for service as requested
FACTORS NO OF
RESPONDENTS
PERCENTAGE
YES 140 93
NO 10 7
12.Satisfy regarding cleanliness of
the vehicle after service
FACTORS NO OF
RESPONDENTS
PERCENTAGE
YES 145 97
NO 5 3
93%
7%
yes no
97%
3%
yes no

13. FINDINGS
• Most of the customers had a good experience of shopping at aditya motors
•
• Aditya motors has excellent percentage of customer satisfaction according to the
data shown on the table and interpretation.
•
• If we took the satisfaction level of people towards aditya motors it becomes good.
•
• Customers are fully satisfied regarding bill providing
•
• Most of the customers were over ally satisfied with the service provided by the
aditya motors
•
• Customers were also satisfied regarding their vehicles delivered as per the
schedule

14. SUGGESTION
• Some of the customers were suggested that if there is any canteen facilities
for lunch then it will be better for customers.
• Customers were also complained about there should be more spacious lounge
for customers to be provided so that will comfortable for the customers.
• Some customers were also suggest that if Sunday will open the service station
that will helpful for the customers.

15. CONCLUSION
From the above study we come to know that customers
satisfaction in aditya motors . Customers satisfaction level is
so high if the company will emphasize little more efforts
towards service then it will be better for the coming period.

16. THANKYOU