This document appears to be a thesis or research paper on customer satisfaction towards Nissan Motors India Pvt Ltd. It includes chapters on introduction, literature review, research methodology, data analysis and interpretations. The data analysis chapter provides frequency distributions and interpretations of survey results. It analyzes responses related to customers' occupation, gender, vehicle model owned, time owning vehicle, delivery time satisfaction, and satisfaction with vehicle variant. Additional analyses include reliability testing, comparisons between variables using chi-square and ANOVA, and descriptive statistics on customer satisfaction levels. The overall findings indicate high levels of customer satisfaction.

1. Research Topic :
Customer Satisfaction
Towards Nissan Motors
India Pvt Ltd
By : Mayank Patel
Subject : S.I.P
Class : MBA (Marketing Management)
Roll number : 16

2. Table Of Contents
Chapter Number Description
Chapter 1 Introduction
Chapter 2 Literature Review
Chapter 3 Research Methodology
Chapter 4 Data Analysis And Interpretations
Chapter 5 Findings
Chapter 6 Conclusion

3. Chapter : 1 Introduction
1

4. Chapter : 2 Literature Review
• Happy with Nissan’
Customer Service
Campaign Enters Third
Season
• --Business Wire India
May 13, 2015

5. Chapter 3 : Research
Methodology

6. Chapter 3 :
Scaling Technique

7. Chapter 3 : Research
Methodology

8. Chapter 3 : Research
Methodology
Research
Design

9. Chapter 4 : Data Analysis &
Interpretations
Reliability Test
Cronbach's Alpha N of Items
.839 19
Interpretation :
If it goes above 0.7 then it is reliable.

10. Frequency Distribution. (1) Occupation
Interpretation:
Majority
respondents are self
employed that is
27,13 respondents
are students and
only 9 respondents
belongs to other
categories.
Frequency Percent Valid Percent Cumulative
Percent
Valid
Student 9 18.4 18.4 18.4
Self
employed
27 55.1 55.1 73.5
Others 13 26.5 26.5 100.0
Total 49 100.0 100.0
Chapter 4 : Data Analysis &
Interpretations

11. Chapter 4 : Data Analysis &
Interpretations
Frequency Distribution. (2) Gender
Interpretation:
Majority
respondents are
males that is 39 and
only 10 respondents
are females.
Frequency Percent Valid Percent Cumulative
Percent
Valid
Male
39 79.6 79.6 79.6
Female 10 20.4 20.4 100.0
Total 49 100.0 100.0

12. Chapter 4 : Research
Methodology
Frequency Distribution. (3) Car Model
Interpretation:
majority
respondents owe
Nissan Micra 25
then seconds comes
Sunny that is 20
then third comes
other variant of
Nissan that is 3 and
the last which is
Terrano that sums
up to 1.
Frequen
cy
Percent Valid Percent Cumulative
Percent
Valid
Nissan Micra 25 51.0 51.0 51.0
Sunny 20 40.8 40.8 91.8
Terrano 1 2.0 2.0 93.9
Any other
Nissan variant
3 6.1 6.1 100.0
Total 49 100.0 100.0

13. Chapter 4 : Research
Methodology
Freq. (4) How long you have been using
Interpretation:
21 respondents owe
Nissan car from 2-3
years then seconds
comes 14 respondents
who owes Nissan car
from more than 3 years
then third 10
respondents who owes
Nissan car from 1-2
years and lastly there
are 4 respondents who
owes Nissan car from
less than a year.
Frequen
cy
Percent Valid Percent Cumulative Percent
Valid
Less than 1
year
4 8.2 8.2 8.2
1-2 years 10 20.4 20.4 28.6
2-3 years 21 42.9 42.9 71.4
More than 3
years
14 28.6 28.6 100.0
Total 49 100.0 100.0

14. Chapter 4 : Data Analysis &
Interpretations
Frequency.D (5) Delivery Time
Interpretation:
47 respondents says
that delivery of car
was done on time
and the rest 2
respondents says
that delivery of car
was not done on
time.
6. Satisfaction of
variant of own
Frequency Percent Valid Percent Cumulative
Percent
Valid
Yes 48 98.0 98.0 98.0
No 1 2.0 2.0 100.0
Total 49 100.0 100.0

15. Chapter 4 : Data Analysis &
Interpretations
(6) Satisfaction Of variant of own
Interpretation:
48 respondents say
that they are
satisfied from the
variant that they own
and the rest which is
1, is not satisfied
with the variant.
6. Satisfaction of
variant of own
Frequency Percent Valid Percent Cumulative
Percent
Valid
Yes 48 98.0 98.0 98.0
No 1 2.0 2.0 100.0
Total 49 100.0 100.0

16. Chapter 4 : Data Analysis &
Interpretations
(7) Staff Satisfaction
7. Staff Satisfaction
Frequency Percent Valid Percent Cumulative
Percent
Valid
No
2 4.1 4.1 4.1
Yes
47 95.9 95.9 100.0
Total
49 100.0 100.0
Interpretation:
47 respondents,
says that they are
satisfied with with
staff working at
Nissan while 2
respondents says
that they are not
satisfied with the
staff working at
Nissan.

17. Chapter 4 : Data Analysis &
Interpretations
(7) Staff Satisfaction
7. Staff Satisfaction
Frequency Percent Valid Percent Cumulative
Percent
Valid
No
2 4.1 4.1 4.1
Yes
47 95.9 95.9 100.0
Total
49 100.0 100.0
Interpretation:
47 respondents,
says that they are
satisfied with with
staff working at
Nissan while 2
respondents says
that they are not
satisfied with the
staff working at
Nissan.

18. Chapter 4 : Data Analysis &
Interpretations
(8) Staff Knowledge
Interpretations:
43 respondents says
yes that the staff
working at Nissan
has proper knowledge
while 4 respondents
says no the staff
working at Nissan does
not has proper
knowledge and the 2
respondents say that
they don’t know
whether the staff
working at Nissan
has proper knowledge
or not.
8. Staff Knowledge
Frequency Percent Valid Percent Cumulative
Percent
Valid
Dont Know 2 4.1 4.1 4.1
Yes 43 87.8 87.8 91.8
No 4 8.2 8.2 100.0
Total 49 100.0 100.0

19. Chapter 4
(9)Know Initially Of Brand or Car
Interpretations:
34 respondents ,says
yes came to know for
initially buying the car
of this brand or from
the dealer from
Advertisement , 4
respondents from
referral ,1 from location
, 1 from SMS , 1 from
Tele-in , 3 from Walk-in
, 3 from Replace and 3
from corporate.
9. Know Initially Of Brand Or
Car
Frequency Percent Valid Percent Cumulative
Percent
Valid
Advertisment 34 69.4 69.4 69.4
Referral 4 8.2 8.2 77.6
Location 1 2.0 2.0 79.6
SMS 1 2.0 2.0 81.6
Tele-in 1 2.0 2.0 83.7
Walk-in 3 6.1 6.1 89.8
Replace 2 4.1 4.1 93.9
Corporate 3 6.1 6.1 100.0
Total 49 100.0 100.0

20. Chapter 4
Descriptive Question : Please rate Nissan against each attribute , if you can.
Interpretations:
The mean are less than 3 so it can be
concluded that all the customers are very
satisfied with the characteristics of the car.
Here majority customers are very satisfied with
maintenance, space and power.
Characteristics Very
Satisfied
Satisfied Neutral Dissatisifi
ed
Very Dis
satsfied
1.Shape
2.Technology
3.Price
4.Finance Scheme
5.Brand Image
6.Interiors
7.Comfort
8.Power
9.Space
10.Maintenance
N Mean
(Shape)
49 1.9592
(Tech.)
49 1.8980
(Price)
49 1.8776
(Finance Scheme)
49 1.8367
(Brand Img)
49 1.7959
(Interiors)
49 1.6735
(Comfort)
49 1.6531
(Power)
49 1.5918
(Space)
49 1.5510
(Maintenance)
49 1.4898

21. Chapter 4
Descriptive Question : Customer Satisfaction Towards The Dealership
Interpretations: The customers are very satisfied with the characteristics of the car. Here
majority customers are very satisfied with Satisfaction level regarding information clarity about the
car provided , Satisfaction level regarding the products and services offered and Satisfaction level
with the extra benefits provided by the dealer/sales person.
Questions Very
Satisfied
Satisfied Neutral Dissatisfie
d
Very
Dissatisfie
d
1.Ease of contacting the person who
is attending you at Nissan.
2.Concerns were heard
3.Time taken for resolution
4.Satisfaction level regarding
information clarity about the car
provided.
5.Satisfaction level regarding the
products and services offered
6.Satisfaction level regarding calls
for periodic car servicing
7.Satisfaction level regarding post
follow up for after servicing of car.
8.Satisfaction level with the extra
benefits provided by the dealer/sales
person?
9.Satisfaction level with the finance
service provided at Nissan?
N Mean
(Ease)
49 2.1837
( Concerns)
49 2.0816
( Resolution)
49 2.0204
(Info. Clarity)
49 1.9388
(Prod & Service)
49 1.8980
(Periodic Calls)
49 1.7959
(Post follow up)
49 1.7959
(Extra benefits)
49 1.7959
(Finance)
49 1.6735

22. Chapter 4
Descriptive Question : Customer Satisfaction Towards The Car
Interpretations: The customers are very satisfied with the characteristics of the car. Here
majority customers are very satisfied with Satisfaction level regarding information clarity about the
car provided , Satisfaction level regarding the products and services offered and Satisfaction level
with the extra benefits provided by the dealer/sales person.
Questions 1.Very
Satisfied
2.Satisfie
d
3.Neutr
al
4.Dissatisfi
ed
5.Very
Dissatisfie
d
1.Satisfaction level
towards the fuel
consumption of your
car.
2. Satisfaction level
with safety and
comfort of your car.
3. Satisfaction level
with the maintenance
cost of your car.
4.Overall purchase
experience.
N Mean
Fuel consumption
49 1.8571
Safety & Comfort
49 1.7959
Maintenance
49 1.6735
Purchase experience
49 1.6531

23. Chapter 4
Descriptive Question : Based on your overall experience would you like to purchase another
vehicle of this brand/dealer or if you have to replace within a year? (please put a tick mark)
Interpretations:
Most of the customers are ready to purchase another vehicle of this brand .
1.Probably would 2.Probably
not
3.Definatel
y
4.Definately
Not
Descriptive Statistics
N Mean
Replace vehicle in
case
49 1.3673
Valid N (listwise) 49

24. Chapter 4
Descriptive Question : Overall, how comfortable were you with the way the dealership worked with
you to determine the final price or monthly payments for your new vehicle? ( please put a tick mark )
Interpretations:
Mostly customers are extremely comfortable with the way of dealership worked with them to
determine the final price or monthly payments for their new vehicle.
1.Extermely
Comfortable
2.Very
Comfortable
3.Neutral 4.Somewhat
Uncomfortable
5.Very
Uncomfortabl
e
Descriptive Statistics
N Mean
Dealership comfort
level
49 1.9592
Valid N (listwise)
49

25. Chapter 4
Descriptive Question : Your overall Satisfaction Level about Nissan? ( please put a tick mark )
Interpretations:
Mostly customers has , towards good to very good satisfaction
level about Nissan.
1.Good 2.Very Good 3.Average 4. Bad Descriptive Statistics
N Mean
Overall Satisfaction
49 1.6939
Valid N
49

26. Chapter 4
CHI SQUARE Question : Staff working satisfaction with staff knowledge.
Interpretations:
Significant value is 0.000 which is < 0.05 so I reject H01 and
accept H11, also conclude that there is association between staff
working satisfaction and staff knowledge.
Value df Asymp. Sig.
(2-sided)
Pearson Chi-Square 23.457a
3 .000
Likelihood Ratio 11.167 3 .011
Linear-by-Linear Association
10.696 1 .001
N of Valid Cases 49
H01: there is no association
between staff working satisfaction
and staff knowledge.
H11: there is association between
staff working satisfaction and staff
knowledge.

27. Chapter 4
ANOVA Question :The model you own and its price
Interpretations: Significant value is .031 which is < 0.05 so I
reject H01and accept H11, also conclude that there is a
significance impact of price on model group. Also Nissan Micra
has more impact on the price model you own.
Mean
Nissan Micra
2.1200
Sunny
1.6500
Terrano
1.0000
Any other Nissan variant
1.6667
Total
1.8776
H01: there is no significance impact of price on model group
H11: there is a significance impact of price on model group

28. Chapter 4
ANOVA Question :The comfort of car with the type of model you own
Interpretations: Significant value is 0.003 which is < 0.05 so I
reject H02 and accept H12 , also conclude that there is sig
impact of comfort on model group. Also it is shows that Nissan
Micra car has more comfort on the basis of variant owned.
H02: there is no significance impact of comfort on model group
H12: there is a significance impact of comfort on model group
Sum of
Squares
df Mean
Square
F Sig.
Between
Groups
6.266 3 2.089 5.263 .003
Within
Groups
17.857 45 .397
Total 24.122 48
Mean
Nissan Micra
1.8800
Sunny
1.1500
Terrano
1.0000
Any other Nissan variant
1.6667
Total
1.5510

29. Chapter 4
ANOVA Question : The space of car you get with total price of the car
Interpretations: Significant value is 0.00 which is < 0.05 so I
reject H03 and accept H13 , also conclude that there is
significance impact of space on model group. Also it shows that
customers are satisfied with the comfort of their variant’s price
they bought in.
H03: there is no significance impact of space on price group
H13: there is a significance impact of comfort on model group
Sum of
Squares
Df Mean
Square
F Sig.
Between
Groups
5.028 3 1.676 8.183 .000
Within Groups
9.217 45 .205
Total 14.245 48
Mean
Very Satisfied
1.0769
Satisfied
1.6897
Neutral
1.4286
Total
1.4898

30. Chapter 4
ANOVA Question : If the staff working is satisfactory were the concerns concerned
Interpretations: Significant value is 0.031 which is < 0.05 so I
reject H04 and accept H14, also conclude that there is
significance impact of concerns on staff working satisfaction.
Also it shows that Customers says yes that the staff working is
satisfactory and their concerns were concerned.
H04: there is no significance impact of concerns on staff working satisfaction
H14: there is a significance impact of concerns on staff working satisfaction
Sum of
Squares
Df Mean
Square
F Sig.
Between
Groups
2.532 1 2.532 4.968 .031
Within
Groups
23.957 47 .510
Total
26.490 48
Mean
No
3.0000
Yes
1.8511
Total
1.8980

31. Chapter 4
Question : If the staff has proper knowledge the concerns can be heard and reacted accordingly
Interpretations: Significant value is 0.008 which is < 0.05 so I
reject H05 and accept H15, also conclude that there is a
significance impact of concerns on staff knowledge. Also it
shows in descriptive table that the mean is 1.7674 = Yes which
means, customers says yes the staff has proper knowledge the
concerns can be heard and reacted accordingly.
H05: there is no significance impact of concerns on staff knowledge.
H15: there is a significance impact of concerns on staff knowledge.
Sum of
Squares
Df Mean
Square
F Sig.
Between
Groups
6.065 3 2.022 4.455 .008
Within Groups
20.424 45 .454
Total 26.490 48
Mean
No
2.7500
Yes
1.7674
Dont Know
3.0000
Total
1.8980

32. Chapter 4
Question : If staff has proper knowledge then time taken for resolution would be satisfactory
Interpretations: Significant value is 0.004 which is < 0.05 so I
reject H06 and accept H16, also conclude that there is a
significance impact of time taken for resolution on staff
knowledge. Also it shows that in descriptive table the mean is
1.8864 = Yes which means the customers says yes the staff
has proper knowledge then time taken for resolution would be
satisfactory.
H06: there is no significance impact of time taken for resolution on staff knowledge.
H16: there is a significance impact of time taken for resolution on staff knowledge.
Sum of
Squares
Df Mean
Square
F Sig.
Between
Groups
7.811 3 2.604 5.057 .004
Within
Groups
23.169 45 .515
Total
30.980 48
Mean
No
3.2500
Yes
1.8864
Dont Know
3.0000
Total
2.0204

33. Chapter 4
Question : If the staff has proper knowledge then satisfaction level regarding information clarity about
the car would be satisfactory.
Interpretations: Significant value is 0.010 which is < 0.05 so I reject H07 and
accept H17, also conclude that there is a significance impact of Satisfaction level
regarding information clarity about the car provided with staff knowledge. Also it
shows that in descriptive table that the mean is 1.7045 = Yes which means that the
customers say yes the staff has proper knowledge that’s why satisfaction level
regarding information clarity about the car is satisfactory.
H07: there is no significance impact of Satisfaction level regarding information clarity
about the car provided with staff knowledge
H17: there is a significance impact of Satisfaction level regarding information clarity
about the car provided with staff knowledge
Sum of
Squares
Df Mean
Square
F Sig.
Between
Groups
5.767 3 1.922 4.284 .010
Within Groups
20.192 45 .449
Total
25.959 48
Mean
No
2.7500
Yes
1.7045
Dont Know
2.0000
Total
1.7959

34. Chapter 4
Question : If the staff has proper knowledge then the finance service would be provided to according to
customer need at Nissan
Interpretations: Significant value is 0.016 which is < 0.05 so I reject H08
and accept H18, also conclude that there is a significance impact of
Satisfaction level with the finance service provided at Nissan with staff
knowledge. Also it shows that in descriptive table the 1.9545 = yes , the
customers says yes the staff has proper knowledge that’s why the finance
service provided according to customers need at Nissan.
H08 : there is no sig impact of Satisfaction level with the finance service provided at
Nissan with staff knowledge.
H18: there is a sig impact of Satisfaction level with the finance service provided at
Nissan with staff knowledge.
Sum of
Squares
Df Mean
Square
F Sig.
Between
Groups
3.026 3 1.009 3.849 .016
Within
Groups
11.791 45 .262
Total 14.816 48
Mean
No
1.5000
Yes
1.9545
Dont Know
3.0000
Total
1.9388

35. Chapter 4
REGRESSION
Interpretations: 35% variance is explained by from model summary table, we can see that
the value of R (coefficient of correlation) equals 0.593 and the value of R square is equivalent to
0.352 indicating that 35.00% of the variance in dependent variable (i.e. Characteristics) explained
by two independent variables (i.e. Space and Maintenance ).
Mean Std. Deviation N
Cust_sat_Dealer 1.9093 .38999 49
(Shape) 1.7959 .57661 49
(Tech) 1.5918 .53690 49
(Price) 1.8776 .63353 49
(Finance Scheme) 1.9592 .61098 49
(Brand Img) 1.6735 .62543 49
(Interior) 1.8980 .62065 49
(Comfort) 1.5510 .70891 49
(Power) 1.6531 .72316 49
(Space) 1.4898 .54476 49
(maintenance) 1.8367 .68760 49
Mode
l
R R Square Adjusted R
Square
Std. Error of the
Estimate
1 .593a
.352 .181 .35293

36. Chapter 4Multivariate
Mean Std. Deviation N
Replace vehicle in case 1.3673 .78246 49
(Ease) 1.6735 .59118 49
(Concerns) 1.8980 .74288 49
(Resolution) 2.0204 .80337 49
(Info Clarity) 1.7959 .73540 49
(Prod & Service) 1.7959 .53927 49
(Periodic Calls) 1.7959 .64484 49
(Post Follow Up) 2.1837 .72668 49
(Extra benefits) 2.0816 .67196 49
(Finance Service) 1.9388 .55558 49
Model Summary
Model R R Square Adjusted R
Square
Std. Error of
the Estimate
1 .549a
.301 .140 .72575
a. Predictors: (Constant), Satisfaction towards Dealership
REGRESSION

37. Chapter 4
REGRESSION
Interpretations: Here in this table 30% variance is explained by from model summary table,
we can see that the value of R (coefficient of correlation) equals 0.549 and the value of R square is
equivalent to 0.301 indicating that 30.00% of the variance in dependent variable (i.e. Overall experience
like to purchase another vehicle) explained by three independent variables (i.e. extra benefits, post
follow up and Concers).
Model
Unstandardized
Coefficients
Standardized
Coefficients
B Std. Error Beta t Sig. VIF
(Constant) 1.732 .626
(Ease) -.483 .273 -.365 -1.770 .085 2.368
(Concerns) .593 .331 .563 1.788 .082 5.525
(Resolution) -.084 .314 -.086 -.268 .790 5.799
(Info Clarity) .127 .208 .119 .610 .546 2.133
(Prod & Service) .148 .246 .102 .601 .551 1.599
(Periodic Calls) .225 .174 .186 1.297 .202 1.145
(Post Follow Up) -.324 .155 -.301 -2.094 .043 1.154
(Extra benefits) -.381 .178 -.327 -2.139 .039 1.302
(Finance Service) .047 .217 .033 .215 .831 1.323

38. Chapter 4
REGRESSION
Interpretations: Here in this table 30% variance is explained by from model summary table,
we can see that the value of R (coefficient of correlation) equals 0.549 and the value of R square is
equivalent to 0.301 indicating that 30.00% of the variance in dependent variable (i.e. Overall experience
like to purchase another vehicle) explained by three independent variables (i.e. extra benefits, post
follow up and Concers).
Model
Unstandardized
Coefficients
Standardized
Coefficients
B Std. Error Beta t Sig. VIF
(Constant) 1.732 .626
(Ease) -.483 .273 -.365 -1.770 .085 2.368
(Concerns) .593 .331 .563 1.788 .082 5.525
(Resolution) -.084 .314 -.086 -.268 .790 5.799
(Info Clarity) .127 .208 .119 .610 .546 2.133
(Prod & Service) .148 .246 .102 .601 .551 1.599
(Periodic Calls) .225 .174 .186 1.297 .202 1.145
(Post Follow Up) -.324 .155 -.301 -2.094 .043 1.154
(Extra benefits) -.381 .178 -.327 -2.139 .039 1.302
(Finance Service) .047 .217 .033 .215 .831 1.323

39. Chapter 4
REGRESSION
Interpretations: Here in this table 30% variance is explained by from model summary table,
we can see that the value of R (coefficient of correlation) equals 0.549 and the value of R square is
equivalent to 0.301 indicating that 30.00% of the variance in dependent variable (i.e. Overall experience
like to purchase another vehicle) explained by three independent variables (i.e. extra benefits, post
follow up and Concers).
Model
Unstandardized
Coefficients
Standardized
Coefficients
B Std. Error Beta t Sig. VIF
(Constant) 1.732 .626
(Ease) -.483 .273 -.365 -1.770 .085 2.368
(Concerns) .593 .331 .563 1.788 .082 5.525
(Resolution) -.084 .314 -.086 -.268 .790 5.799
(Info Clarity) .127 .208 .119 .610 .546 2.133
(Prod & Service) .148 .246 .102 .601 .551 1.599
(Periodic Calls) .225 .174 .186 1.297 .202 1.145
(Post Follow Up) -.324 .155 -.301 -2.094 .043 1.154
(Extra benefits) -.381 .178 -.327 -2.139 .039 1.302
(Finance Service) .047 .217 .033 .215 .831 1.323

40. Chapter 5 : Findings

41. Chapter 5 : Findings

42. Chapter 6 : Conclusion
So, after all the survey, data analysis and findings I found out some
concrete conclusion about Nissan Motors India Private Limited and hence
I conclude that a Nissan car provides comforts in all their models .Yet, an
affordable price. Nissan revolution in Design, Advanced Intuitive
Technology , State of-the-art connective services and above all –IT IS A
DYNAMIC RIDE & HANDLING – putting the driver in Total control .There
is nothing like a Nissan to make a statement to say “You have arrived”.

43. Thank You