A Project Report on Customer Satisfactioin Regarding After Sales Services of Mahindra&Mahindra

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    A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALES SERVICESOF

    MAHINDRA&MAHINDRA

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    INTRODUCTION

    The Project assigned to me was A STUDY ON CUSTOMER SATISFACTIOIN

    REGARDING AFTER SALES SERVICES OF MAHINDRA&MAHINDRA AT SUTARIA

    AUTOMOBILES SERVICE CENTRE, IN BELGAUM DIST.

    This study will help me to find and customer satisfaction level of the customer for

    authorized M&M service station in Belgaum dist, To know the reason for decline of

    customers at service station, To know the perception of customers regarding the charges or

    rates offered by the service station and To know any suggestion from customers to improve

    the service station.

    The study is scheduled through primary data and other information thereby

    preparing Questionnaire, which focus of various variables, and attributes that are important

    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 collected

    data are tabulated and analyzed data and all suggestions are given according to the

    analyzed data graphs and charts are used to illustrate the statistical data and findings.

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    INTRODUCTION ABOUT AUTOMOBILES INDUSTRY:

    History and development of Automobiles also marks the dynamism in

    technological growth men have achieved. From the days of horseless carriages to the

    modern-age self-guided automobiles that are designed meticulously using cutting-edge

    technology, we have certainly-traveled too far.

    Automobile Industry in India is still in its infancy but growing rapidly. The

    opportunities in the automobile industry in India are attracting big names with the big purse

    and they are investing vigorously in infrastructure, design and development, and marketing.

    Automobile industry in India is today poised for (he big leap and this segment helps you to

    be ready for that.

    Indian Automobile Industry

    The automobile industry is one of the core industries in India economy, whose

    prospect is reflective of the economic resilience of the economy. With the liberalization of

    the economy. India has become the playground of major global automobile majors. This

    industry report of SCOPE MARKETING & INFORMATIONS SOLUTIONS PVT LTD

    provides extensive information on the Indian Automobile Industry.

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    The automobile industry in India is gradually evolving to replicate those of

    developed countries. The report focuses on the trends that are emerging in the industry

    across segments, namely, passenger cars/multi-utility vehicles, commercial vehicles, two-

    wheelers and tractors. The qualitative analysis of the various trends reveals that the

    industry offers immense scope even for allied industries and those looking at investing in

    the auto industrys a background, a brief perspective of the global automobile industry

    across 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 the industry 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 the

    introduction of new vehicle models. The report also deals with aggressive marketing strategies

    undertaken by different manufacturers in India. This highlights key issues influencing the

    automotive industry in India such as import and excise duties, emission norms 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 first

    wheel was used for transportation in India. Several Italians recorded designs for wind-driven

    vehicles. The first was Guido da Vigevano in 1335. It was a windmill-type drive to gears

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    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 a differential

    mechanism between the rear wheels.

    In the early 15th century, the Portuguese arrived in China and the interaction of the

    two cultures led to a variety of new technologies, including the creation of a wheel that

    turned under its own power. By the 1600s, small steam-powered engine models were

    developed, but it was another century before a full-sized engine-powered vehicle was

    created.

    Although by the mid-15th century the idea of a self-propelled vehicle had been put

    into practice with the development of experimental vehicles powered by means of springs,

    clockworks, and the wind, Nicolas-Joseph Cugnot of France is considered to have 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. Cugnot's three-

    wheeled steam-powered vehicle carried four persons and was meant to move artillery

    pieces. It had a top speed of a little more than 3.2 km/h (2 mph) and had to stop every 20

    minutes to build up a fresh head of steam.

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    Evans was the first American who obtained a patent for "a self-propelled carriage."

    He, in fact, attempted to create a two-in-one combination of a steam wagon and a flat-

    bottomed boat, which didn't receive any attention in those days. During the 1830's, the

    steam vehicle had made great advances. But stiff competition from railway companies and

    crude legislations in Britain forced the poor steam vehicle gradually out of use on roads.

    The early steam-powered vehicles were so heavy that they were only practical on a

    perfectly flat surface as strong as iron. A road thus made out of iron rails became the norm

    for the next hundred and twenty-five years. The vehicles got bigger and heavier and more

    powerful and as such they were eventually capable of pulling a train of many cars filled

    with freight and passengers.

    Carl Benz and Gotttlieb Daimler, both Germans, share the credit of changing the

    transport habits of the world, for their efforts laid the foundation of the great motor

    industry, as we know it today. First, Carl Benz invented the petrol engine in 1885 and a

    year later Daimler made a car driven by motor of his own design and the rest is history.

    Daimler's engine proved to be a great success mainly because of its less weight that

    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 Pan

    hard and Levassor began producing vehicles powered by Daimler engine, and Daimler

    himself, 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 gas-the

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    very earliest form of sparking plug. The engines were positioned under the seat in most of

    the Daimler as well as Benz cars. However, the French duo of Pan hard and Levassor made a

    revolutionary contribution when they mounted the engine in the front of the car under a

    'bonnet'.

    For many years after the introduction of automobiles, three kinds of power sources

    were in common use: steam engines, gasoline or petrol engines, and electric motors. In

    1900, over 2,300 automobiles were registered in New York, Boston, Massachusetts, and

    Chicago. Of these, 1,170 were steam cars, 800 were electric cars, and only 400 were gasoline

    cars.

    In ten years from the invention of the petrol engine, the motorcar had evolved itself

    into amazing designs and shapes. By 1898, there were 50 automobile-manufacturing

    companies in the United States, a number that rose to 241 by 1908. In that year, Henry Ford

    revolutionized the manufacture of automobiles with his assembly-line style of production and

    brought out the Model T, a car that was inexpensive, versatile, and easy to maintain. The

    introduction of the Model T transformed the automobile from a plaything of the rich to an

    item that even people of modest income could afford; by the late 1920s the car was

    commonplace in modem industrial nations.

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    Herbert Austin and William Morris, two different carmakers, introduced mass

    production methods of assembly in the UK, thus paving the way for *a revolution in the

    automobile industry. Austin Seven was the world's first practical four-seated "baby car'

    which brought the pleasures of motoring to many thousands of people who could not buy a

    larger, more expensive car. Even the 'bull-nose' Morris with front mounted engine became

    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 the

    principles of Ford and other pioneers. Cars were generally large, and many were still

    extremely 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 of

    large, petrol-consuming vehicles, while most companies in Europe made smaller, more fuel-

    efficient cars. Since the mid-1970s, the rising cost of fuel has increased the demand for these

    smaller cars, many of which have been produced in Japan as well as in Europe and the

    United States.

    Clearly, the consumer is king in a competitive environment. The automobile sector

    is just one of several examples of how the consumer as benefited from competition. For

    decades, the Indian consumer as paid dearly for our policy makers confusion between

    socialism and capitalism. The thoughtless policy frame as neither allowed efficient

    producers nor consumers to get optimum value for their effort or money. The recent price

    was triggered by Telcos Indica is an interesting case study. Let us trace the evolution of

    the Indian passenger car industry. Since independence till the early 1980s there were only

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    to major Indian players-Hindustan Motors and Premier auto-in the industry. As new

    players were barred by licensing, and imports by absurd import duties, these two car

    manufacturers constituted the oligopoly.

    They had neither financial muscle nor any incentive to invest in technology or

    quality. Little wonder the Indian consumer had the worst quality of cars in the

    World.Worse than cars available even in countries like Nepal, Srilanka or Bangladesh

    besides the exorbitant duty structure ensured that ownership was restricted to the super rich

    the oligopolists were happy with this situation. Until the then prime ministers

    omnipotent 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 annual

    reports of late 1980s/early1990s).but the people are maruti 800 came into existence.

    We Indians have been quite happy with its japanees technology. But I realized how

    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 that people car was

    available at such a low price because of the benevolent pricing our egalitarian government,

    which holds the majority stake in the company. Then competition arrived even for the

    people car (the competitor, indica, though is yet to hit the roads) and behold, the people car

    is affordable by many more.-it is 10-12 percent cheaper. Some other carmakers have

    slashed prices by almost25%. The private players plan to sell 10000cars at lower price then

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    the erstwhile Peoples Car has brought down prices of models that together sell about

    250000 units every year. In cars, the price reduction is quantifiable and visible. In the past

    seven years, there have been hundreds of products where unshackling competition has

    benefited the consumer.

    HISTORY OF THE COMPANY

    1947: October, first batch of seventy-five Utility Vehicles (UVs) imported in CKD

    condition from Willys overland Export Corporation.

    1949: Lease of 11071 Sq. yds at Mazagaon from British India Steam navigation. The first

    Willys Overland Jeep built in India at the Assembly Plant, Mazagaon, and Bombay.

    1954: Phased manufacture of Vehicles undertaken in collaboration with Kaiser Jeep

    Corporation and American Motors Corporation.

    1962: Indigenous content of Jeep goes up to 70%. 137 acres of land purchased at Kandivli

    to centralize manufacturing operations.

    1965: FC 150 Petrol Trucks introduced.

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    1967: Two wheel drive Utility Vehicles introduced. 101" wheelbase and Metal Body UVs

    introduced. Indigenous content goes up by 97%.

    1969: Export of vehicles started, export of total 1200 UVs together with spare parts to

    Yugoslavia. Exports also made to Ceylon, Singapore, Philippines and Indonesia.

    1970: Contracts concluded to export of 3304 vehicles, mainly to Yugoslavia and

    Indonesia.

    1971: Separate R&D section set up.

    1974: Maxi miller campaign launched to conserve fuel. CJ 4A introduced with new

    transmission and axle ratio. Collaboration agreement with Jeep corporation (subsidiary of

    AMC, Detroit).

    1975: FC 260 Diesel light truck introduced. CJ 500 D Diesel introduced with MD 2350

    Diesel Engine.

    1979: Government of India approves in principle, the technical collaboration with Peugeot,

    France for the manufacture of XDP 4.90 Diesel Engine.

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    1981: Nasik Trucks Assembly Plant formally inaugurated. Peugeot Engine Assembly Plant

    at Ghatkopar inaugurated. NC 665 DP Mini Truck rolls out from Nasik Assembly Line.

    1983: FJ 460 model introduced with 4-speed gearbox. Engine plant at Igatpuri was

    formally inaugurated by Mr. Jean Boillot, President of Automobiles Peugeot of France for

    the manufacture of 25000 Peugeot and Petrol engines.

    1985: New Mahindra Vehicle-MM 540 launched in Bombay. NC 640 DP with 4-speed

    gearbox 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 Nissan

    Limited to form Mahindra Nissan Allwyn Ltd., as its associate company with LCV

    operations in Andhra Pradesh.

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    1989: CJ 340 DP model introduced. M&M and Peugeot announced their tie up for the

    manufacture of Peugeot 504 pick up truck, BA 10 gearboxes and latest XD 3 diesel

    engines. M&M acquired automotive pressing unit at Kanhe, from Guest Keen Williams

    Ltd.

    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, 750

    DP/HT were launched with tremendous market response.

    1993: Mahindra Armada launched. M&M was the only manufacturer to withstand the

    demand recession, with increasing sales.

    1995: Mahindra Nissan Allwyn Ltd. (MNAL) merged with M&M and Zaheerabad LCV

    operations becoming part of Automotive Sector. FJ series of LCVs were shifted from Nasik

    to Zaheerabad. Business Process Re-engineering Project initiated in the Division. Igatpuri

    Engine Plant received ISO 9002 certificate from TUV of Germany. Single Cab/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 approved

    for the new emission norms effective from 1st April 96. IDAM (Integrated Design &

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    Manufacturing) set up for designing entirely new vehicle with the help of internationally

    renowned consultants.

    1997: Commercial production of Ford Escort commenced at Nasik Plant. License &

    Technical Assistance Agreement was signed with Mitsubishi Motors Corporation for

    Manufacture of SL Body at Zaheerabad (Voyager with XD 3 and BA 10). Soft/Hard top

    versions of CL/MM 550, 8 seater Armada, Commander 650 DI with longer wheel base and

    MM 540/550 XDB models were introduced. Kandivli and Nasik plants received ISO 9002

    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 Mar'98.

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    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.K

    1948:

    Business connections in USA through Mahindra Wallace

    1949:

    Wallace Steel trading on behalf of European suppliers

    Jeep Assembly commenced

    1950:

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    The first business with Mitsubishi Corporation (for 5000 Tons) for wagon building

    plates for supply from Yawata Iron & Steel

    1953:

    Otis Elevator Co. (India) established

    1954:

    Technical & Financial Collaboration with Willys Overland Corporation

    1956:

    Shares listed on the Bombay Stock Exchange

    Dr. Beck & Co. formed - a JV with Dr. Beck & Co., Germany

    1957:

    Mahindra Owen formed - a JV with Rubery Owen & Co. Ltd., UK

    1958:

    Machine Tools Division started

    1960:

    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

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    1963:

    International Tractor Co. of India (ITCI) formed - a JV with International Harvester

    Co., USA

    1965:

    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 ended

    1975:

    Switch over to diesel vehicles in-house development.

    1977:

    ITCI merges with M&M, to become its Tractor Division

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    1979:

    License from Automobiles Peugeot, France for manufacture of XDP 4.90 Diesel

    Engines

    1982:

    License from KIA for manufacture of 4 Speed Transmissions

    "Mahindra" brand of tractors born

    Siro Plats formed

    1983:

    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 Europe

    1986:

    Mahindra British Telecom (MBT) formed - a JV with British Telecommunications

    plc (BT), UK

    1987:

    Acquired International Instruments Ltd.

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    1989:

    Automotive Pressing Unit (now MUSCO Stampings) acquired from GKW

    1991:

    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

    Division

    1993:

    Mahindra Steel Service Centre Limited formed in association with Mitsubishi

    Corporation and Nissho Iwai Corporation of Japan.

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    Mahindra Acres Consulting Engineers Ltd. (MACE) formed - a JV with Acres

    International, Canada

    Incorporation of MBT International Inc., USA, a wholly owned subsidiary of MBT

    The Companys 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.

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    1996:

    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&M

    2000:

    The Company unveils new logo.

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    Mahindra Auto Specialties Ltd. a new 100% subsidiary is formed.

    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 Solutions

    2002:

    M&M launches Scorpio - the new generation Sports Utility Vehicle

    2003:

    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

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    http://www.mahindrascorpio.com/http://www.mahindrascorpio.com/
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    "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 India's 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.

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    Signed MOU to enter into JV with Jiangling Motor Co. Group (JMCG) of China 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

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    M&M's association with the automobile business dates back to 1945. The Company

    was incorporated in 1945 and was originally formed to manufacture utility vehicles for the

    Indian market, initially by importing and assembling Willys Jeep kits. The manufacture of

    utility vehicles commenced in 1954 in collaboration with Willys Overland Corporation and

    its successors, Kaiser Jeep Corporation and American Motor Corporation (now part of the

    Daimler Chrysler group). The Company commenced manufacturing Light Commercial

    Vehicles (LCV) in 1965. The Company has recently entered the three-wheeler market.

    Over the years, the Mahindra brand of vehicles have come to represent high quality,

    ruggedness, durability, reliability, easy maintenance and operational economy. These are

    the qualities that have endeared the vehicle to individuals as well as institutions like the

    Indian armed forces. M&M is the leader in the MUV business in the country since

    inception.

    M&M has comprehensive manufacturing facilities with high level of vertical

    integration. M&M's automotive division has four manufacturing plants, three in the state of

    Maharashtra and one in Andhra Pradesh. In Maharashtra, its plants in Mumbai and Nasik

    manufacture multi-utility vehicles, and engines are produced at the Igatpuri plant. Light

    commercial vehicles and three-wheelers are manufactured at the Company's plant in

    Zaheerabad in Andhra Pradesh.

    Our Mumbai and Nasik plants with the R&D facility at Nasik are ISO/TS 16949

    certified. The Mumbai plant has also been recommended for the TPM excellence award.

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    Our engine plant at Igatpuri has QS 9000 certification. Our LCV & three-wheeler plant at

    Zaheerabad have ISO 9001:1994 certification. Both of these plants are also working

    towards TS 16949 certification. Our plants in Mumbai and Igatpuri are also ISO 14001

    certified.

    M&M has a strong Research & Development set-up, with over 300 engineers in the

    automotive division. The Company's technical prowess is proven by negligible import

    content in our vehicle and by the design and development of a totally, from ground upward,

    new contemporary SUV - Scorpio.

    The division's marketing efforts are supported by a network of more than 275

    dealers across the country, which are managed by 20 sales offices. Additionally, the

    division has a national network of authorized service stations and stockiest to meet

    customer needs for servicing and spare parts.

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    Having conquered a substantial portion of India's semi-urban and rural markets, the

    division has in recent years secured significant success in urban regions following the

    introduction of premium MUVs like Bolero, and Scorpio. Scorpio is M&M's first

    indigenously developed Sports Utility Vehicle - an off road vehicle with car like comforts.

    The Scorpio was launched in June 2002 and has been universally acclaimed. It was

    declared to be the "Car of the Year" by CNBC AutoCAD, BBC Wheels and Business

    Standard Motoring.

    M&M's automotive division also exports its products to several countries in Africa,

    Asia and European & Latin American countries.

    LITERATURE REVIEW

    MEANING OF THE CUSTOMER SATISFACTION:

    Whether the buyer is satisfied alter purchase depends on the oilers performance in

    relation to the buyers expectations in general;

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    "Satisfaction is a persons feeling of pleasure or disappointment resulting from

    comparing a products perceived performance (or outcome) in relation to his/her

    expectations.

    As this definition makes clear, satisfaction is a faction of perceived performance

    and expectation. If the performance fails short of expectations, the customer dissatisfied,

    highly many companies are aiming for high satisfaction, because customers who are just

    satisfied still find it easy to switch when a better offer comes along. Those also are highly

    satisfied are much less ready to switch high rates faction or delight creates un emotional

    bond with the brand, net just a rational preference the result is high customer loyalty.

    Buying experiments friends and associates advice and market and competitors

    information and promises. If marketer raises expectations too high the buying is likely to

    be disappointed.

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    A customer decision to be loyal or to default is the sum of many small encounters

    with the company, consulting firms etc. corporation says that in order to convert all the

    small encounters to customer loyalty, companies need to create a "Brand Customer

    Experience".

    Customer oriented thinking requires the company to define customer needs from

    the customer point of view not from its own point ofview. Every product involves trade

    offs, and management cannot known what these are without talking 10 and researching

    customers. Thus, a car buyer would like a high performance car that never breaks down

    that is safe, attractively styled and chief Since, all of them virtues cannot be confined in

    one cany the car designer must make hard chooses not on what pleases them but rather on

    what customer prefer are expect. The aim, after all, is to make a sale through meeting the

    customers need.

    Why is it supremely important to satisfy to customer?

    Basically because of company's sale each period comes from two groups. New

    customer and repeat customer. It always cost more to attract new customers than to retain

    current customer. Therefore, customer retention is more critical than customer attraction.

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    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 satisfying the

    customers, our aim is to delight the customer". In fact, this is higher the great marketers.

    They go behind meeting the mere expectations of the customers, when they delight a

    customer, the customer talks to even more acquaintances about the One companies. The

    delighted customers are more effective adventurous than advertisement placed in the

    Media.

    Now let us consider what happen when the company creates a dissatisfied

    customer. Whereas we have pointed out, a satisfied customer tells three people about a

    good product experience, a dissatisfied customer gripes to eleven people. In fact, in one

    study, 13% of the people who had a problem with an organization complain about the

    company to more than 20 people. Suppose each person who heard the bad story told to

    eleven people. Suppose each person who told another eleven and soon. Clearly, bad word

    of mouth travels faster an faster than good word of mouth and car easily poison the public's

    attitude about the company.

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    Thus, a company should be away to regularly measure customer satisfaction. It

    cannot 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 survey

    and 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 way for

    (lie company to learn how to do better. The 3M company claims that over 2/3rd of

    innovative ideas come from the listening to customer complains.

    Listening is not enough. He company must respond constructively in the complain

    ofthe customers who register a complain between 54 and 70% will do business again with

    the organization. If the customer feels that the complaint was resolved quickly. Customers

    who have complain to an organization and had their complaints satisfactorily resolved tell

    about the organization to fine people about the treatment they received. When a company

    realizes that a loyal customer may account for a substantially sum of revenuer over the

    years, it seems foolish to risk loosing over a small matter, for example, IBM makes sales

    person write a full report on each least customer and all the steps are taken to restore

    satisfaction.

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    A customer-oriented company would track its customer satisfaction level each

    period and set improvement goals. If they manage to increase customer satisfaction and

    loyalty, it docs not have top worry even if its profits are down in a particular year. If is on

    the right track satisfaction keeps falling it is on the working track. Profit would go up or

    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 its customer

    satisfaction index is high and keeps rising companys future profits.

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    A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALES SERVICESOF

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    Management Problem

    Management wants to know why there is decline of customers visit at Sutaria

    Automobiles Service centre, Belgaum.

    Research Problem

    To analysis customers satisfaction level and Response with respect to Sutaria

    Automobiles Service centre, Belgaum.

    Statement of the Problem

    Todays customers are an important element in every business so to retain a

    customer and make the loyal company is a great challenge.

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    A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALES SERVICESOF

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    This is what made me to take up this project on A STUDY ON CUSTOMER

    SATISFACTION REGARDING AFTER SALES SERVICES OF

    MAHINDRA&MAHINDRA AT SUTARIA AUTOMOBILES SERVICE CENTER

    BELGAUM.

    Purpose of the Study

    The purpose of the study on customer satisfaction regarding after sales services and

    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 and

    parcel of the business activity, since in these arena the people who adopt to changes and

    new technologies will survive.

    This study will help to understand customer need, preference and what they require

    from the service station and this study will not only help me as a student but it will also the

    sutaria automobiles to improve its service standard.

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    Objectives of the Study: -

    1. To know the customers satisfaction level at Authorized Mahindra &Mahindra

    service centre in Belgaum District

    2. To know the perception of customers regarding the charges/ rates offered by the

    service centre.

    3. To know the reasons for decline of customers visit at Sutaria Automobiles Service

    centre.

    4. To know the suggestions from customers to improve the service center

    6. .

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    ORGANISATION PROFILE

    Sutaria automobile is situated at mujawar complex puna road Belgaum. It was

    started 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 motors

    Bombay. In the year 1972 it acquired the dealership of Mahindra and Mahindra wholly in

    Belgaum district. Till today it has maintained its reputation.

    Sutaria automobile is a partnership firm. It has three partners and all the three

    partners look after three departments. The departments are spares department, sales

    department, &service department. Mr. kishor d shah looks spares parts department,

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    Mr. dinesh d shah looks sales department and Mr. Mahindra d shah looks service

    department

    Spares department has 4 employees. Sales department 3 employees. This three

    employees have different posts. They are sales manager and sales executives.

    Service department has total 25 employees; in there are 5 clerks and 20 mechanics.

    Sutaria automobiles sell every products of Mahindra and Mahindra expect scorpio.orginal

    spare parts are sold in sutaria automobiles only and no where else

    ORGANISATION CHART

    Sales Department

    Sales department in charge

    (Mr. Dinesh D Shah)

    Sales Manager

    Sales Executives

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    Spares Department

    Spares Department In charge

    (Mr. Kishore D Shah)

    There are four employees under Mr.Kishore D Shah

    Service Department

    Service Department In charge

    (Mr. Mahindra D Shah)

    In this servicing centre, there are 20 employees in that there are 15 are mechanics

    and rests of 5 them are thinkers. Other than this there are 2 clerks and 1-computer

    operators.

    PRODUCTS SOLD BY SUTARIA AUTOMOBILES IN BELGAUM

    Mahindra Touristar

    Mahindra Bolero

    Mahindra Load king

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    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).

    .

    SAMPLING PROCESS

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    A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALES SERVICESOF

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    Area: Belgaum District

    Sample Frame: consumers 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 were

    worked out in informal discussion with the Sutaria Automobile, that would be included as a

    research object and the study can be based on the objectives.

    Steps in the Research Design

    Define the research problem

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    3. Select the data collection method

    Decided to go for survey methods i.e., stratified random sample. Using the

    questionnaire conducting the survey and using Dichotomous (close-ended), rating scale and

    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 Dist

    6. Select the Analytical Approach

    Analyzing the collected information with the help of percentages (%) using

    MS-Excel software.

    7. Evaluate the ethics of the Research

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    The collected information (data) will be used for solving the management

    problem 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:

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    As the customers visit were going down from few years in the Sutaria Automobiles

    Service center, Belgaum So the management wants to know what are the Customers

    expectation and responses towards Sutaria Automobiles Service centre, Belgaum.

    For this purpose there was need to know the Customer satisfaction level regarding

    after sales services of Mahindra and Mahindra at Sutaria Automobiles Service Centre,

    Belgaum.

    Data Collection Methods:

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    The information necessary for this research data collected by tapping primary

    and 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 and

    techniques such as simple percentage method, mean, graphical representation with help of

    data code sheet using MS Excel software.

    RESULTS AND DISCUSSION WITH GRAPHS: (ANALYSIS)

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    Q.No 2 3 4 5 6 8 10 11 13

    1 2 3 4 A B C D

    Samples

    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 28 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 1 117 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 1 126 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

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    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 1 162 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

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    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 2 198 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

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    MAHINDRA&MAHINDRA

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    ANALYSIS OF CUSTOMER SATISFACTION

    2. 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 16

    Interpretation

    According to my survey, out of 100, responds 31% of the people says neither agree

    nor disagree about overall service provided by Sutaria Automobiles. And 25% of the

    people agree. And 18% of the people disagree, and 16% of the people says strongly

    disagree, and lastly 10% of the people strongly agree about overall service provided by

    Sutaria Automobiles.

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    3. 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 09

    Interpretation

    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 strongly

    disagree & 6% of the people strongly agree for tools & techniques.

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    4 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

    05

    1015202530

    3540

    1. Strongly

    Agree

    2. Agree 3 .Neither

    Agree nor

    dis Agree

    4. Dis agree 5. Strongly

    Dis agree

    Respondents

    Samples

    Interpretation

    From the source of field survey, out of 100 respondents 36% of the people agree

    with 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 the people

    strongly agree for sufficient & genuine spares.

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    5. Labour charges compared to Authorised service and roadside Mechanics.

    1 Very high 60 2 High 32

    3 Economical 08 4 Low 0

    Labour Charges

    0

    10

    20

    3040

    50

    60

    70

    1. Very high 2. High 3. Economical 4. Low

    Respondents

    Samples

    Interpretation

    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, &

    32% of the people says labor charge is high & remaining 8% of the people says labor is

    reasonable.& no body is ready to agree with low labor charges.

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    6. Delivery as per schedule.

    1 Always 10 2 Most of times 25

    3 Some Times 45 4 Never 20

    0

    510

    152025

    3035

    40

    45

    1. Always 2. most of

    the times

    3. Some

    times

    4.Never

    Respondents

    Delivery as per schedule

    Interpretation

    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% of them

    are agree with the delivery as per schedule.

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    8. On Road Break down Service.

    1 Poor 11 2 Fair 46

    3 Good 36 4 Excellent 07

    Break down Service

    0

    10

    20

    30

    40

    50

    1.Poor 2.Fair 3.Good 4.ExcellentRespondents

    Samples

    Interpretation

    In the samples taken out of 100 respondents 46% of the people says on road break

    down service is fair, &36% of the people says good & 11% people says poor, & remaining

    people says on road break down service is excellent.

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    10. 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

    0

    10

    20

    30

    40

    50

    works

    manager

    service

    Supervisor

    Respondents

    People at service station are cooperative

    low

    moderate

    high

    very high

    Interpretation

    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 advisor is

    44% is high, 13% low and 25% moderate with them and service supervisor is

    39% is high , 15% is low and 27% moderate with them. And technicians are

    34% high, 22% low and is 16% moderate with them at service station.

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    11. It is helpful if service station is kept open on Sundays

    Yes 80

    No 20

    Service Station kept on Sundays

    80%

    20%

    Interpretation

    From the source of field survey nearly 80% of people says it is helpful to them, if

    service station is kept open on Sundays.

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    FINDINGS AND SUGGESTIONS

    Findings: -

    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.

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    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 Sundays.

    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 services as

    they promised to their customers.

    Majority of the customers wants to kept open service station on Sundays, so

    management should try to provide services on Sundays also

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    CONCLUSION

    According to my survey majority of the customers are not satisfied with overall

    service provided by Sutaria Automobiles, they expect management should provide:-

    Sophisticated tools and techniques.

    Genuine spare parts.

    Reduction in labor charges.

    Timely delivery of vehicle.

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    So Management should concentrate on these aspects to satisfy their customers.

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    Dear Sir,

    QUESTIONNAIRE

    1. 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 Agree

    3. Authorized service station has sophisticated Tools and Techniques.

    1. Strongly Agree 2. Agree

    3. Neither agree nor disagree 4. Disagree

    5. Strongly Agree

    4. Authorized Service Station has sufficient and genuine spares

    1. Strongly Agree 2. Agree

    3. Neither agree nor disagree 4. Disagree

    5. Strongly Agree

    5. Labor charges (Comparison to roadside mechanics or other authorized service station)

    1. Very High 2. High

    3. Economical 4. Low

    6. Delivery as per schedule

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    1. Always 2. Most of times

    3. Some times 4. Never

    7. Distance of service station from your residence

    _____________________________________________________________

    8. On road break-down service

    1. Poor 2. Fair

    3. Good 4. Excellent

    9. 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

    11. Whether it is helpful for you, if service station is kept open on Sundays

    1. Yes 2. No

    12 Can you suggest the best working time for the service station?

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    _____________________________________________________________

    13. Whether you would recommended Sutaria Service Station to others1. Yes 2. No

    14. 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

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    BIBILOGRAPHY

    1. MARKETING RESEARCH - TULL AND HAWKINS

    1. MARKETING MANAGEMENT - PHILIP KOTLER

    2. COMPANY MAGZINES AND MANUALS

    3. WEB SITES -

    a. www. Mahindra and Mahindra.com

    b. www.google.com