This document is a project report submitted by N. Kumaraswamy to Kakatiya University to fulfill the requirements for a Master of Business Administration degree. The report examines customer satisfaction towards the after-sales service of Sri Sri Sri Ford Cars in Warangal. The report includes an introduction outlining the objectives and scope of the study. It also includes chapters on the conceptual framework, industry and company profile, data analysis and interpretation of findings from a customer satisfaction survey. The conclusion provides suggestions to improve customer satisfaction. The report was conducted under the guidance of Mr. K. Sravan at Bharathi Institute of Business Management in Warangal from 2012-2014.

1. A
PROJECT REPORT
ON
CUSTOER SATISFACTION
TOWARDS
SRI SRI SRI FORD CARS AFTER SALES SERVICE
WARANGAL.
Submitted to Kakatiya University for the partial fulfillment of the Requirement for the
Award of Degree of
MASTER OF BUSINESS ADMINISTRATION
Submitted by
N.KUMARASWAMY
H.T.NO:12507-C-1012
Under the guidance of
Mr. K. SRAVAN
DEPARTMENT OF BUSINESS MANAGEMENT
BHARATHI INSTITUTE OF BUSINES MANAGEMENT
(Affiliated to KAKATIYA UNIVERSITY)
Gangadevipalli, Warangal.
2012-2014

2. CONTENTS
Page no
CHAPTER-I: INTRODUCTION 01-05
 Introduction of the study
 Need & Importance of the study
 Objectives of the study
 Scope of the study
 Data sources & Research methodology
 Chapterization Scheme
 Limitations of the study
CHAPTER-II: CONCEPTUAL FRAME WORK OF THE STUDY 06-19
CHAPTER-III: INDUSTRY & ORGANIZATIONAL PROFILE 20-34
CHAPTER-IV: DATA ANALYSIS & INTERPRETATION 35-50
CHAPTER-V: FINDINGS, SUGGETIONS & CONCLUSION 51
ANNEXURE:
QUESTIONNAIRE
BIBLIOGRAPHY

3. DECLARATION
This project Work entitled “CUSTOMER SATISFACTION” is done by me at SRI SRI SRI
FORD CARS AFTER SALES SERVICE, WARANGAL. In partial fulfillment for the award
of MBA from BHARATHI INSTITUTE OF BUSINES MANAGEMENT gangadevipalli.
This work was not submitted to any other university for the award of any degree earlier.
This work is also not published in any Journal or Magazine.
(A.RATNAKAR)
PLACE:
DATE:

4. ACKNOWLEDGEMENT
It brings me immense pleasure to put forth this project titled “CUSTOMER
SATISFACTION” done at SRI SRI SRI FORD CARS AFTER SALES SERVICE,
WARANGAL. It is great pleasure and an opportunity for me to express my deep sense of
gratitude to all those who have made it possible me accomplish my project successfully.
It is a great pleasure that I express my gratitude to Mr. K. SRAVAN. Department of
Business Management, under whose guidance this study has been carried out.
I would like to thank Mr. RAJAGOPAL.M Marketing Manager. For granting me the
permission to take up the project work in the esteemed organization, without which I wouldn’t
have completed the report a success of this magnitude.
I would like to express my sincere thanks to our principal
Dr.M.VANI MANOHAR, for providing excellent environment and encouragement at
BARATHI INSTITUTE OF BUSINES MANAGEMENT For their help and guidance
throughout the course of my project.
(A.RATNAKAR)

5. CHAPTER-I
INTRODUCTION

6. CHAPTER-II
CONCEPTUAL FRAME WORK

7. CHAPTER-III
INDUSTRY & COMPANY PROFILE

8. CHAPTER-IV
DATA ANALYSIS & INTERPRETATION

9. CHAPTER-V
SUGGESTIONS & CONCLUSION

10. ANNEXURE
QUESTIONNAIRE
&
BIBLIOGRAPHY

11. TO MAY CONCERN WHOMSOEVR IT
This is to certify that Mr. N.KUMARASWAMY from
BHARATHI INSTITUTE OF BUSINES MANAGEMENT gangadevipalli.
Roll No.12507-c-1012, has successfully completed his marketing project on
“CUSTOMER SATISFACTION” on SRI SRI SRI FORD CARS
AFTER SALES SERVICE, at our Warangal.
Duration of project-45days.
We found him to be hard working, illustrious and consistent in performance.
We wish him good luck and prosperous feature.
RAJAGOPAL.M
Marketing manager