A STUDY ON CUSTOMER SATISFACTION ON SERVICES OFFERED...

“A STUDY ON CUSTOMER SATISFACTION ON SERVICES

OFFERED BY MANDOVI MOTORS- AUTHORISED MARUTI SUZUKI

DEALERS”

BY

GOWTHAM.R

1NZ14MBA14

Submitted to

VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUM

In partial fulfilment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

Under the guidance of

INTERNAL GUIDE EXTERNAL GUIDE

Mrs. NIVIYA FESTON Mr. YOHAN VARDHAN

Senior Asst. Professor Manager

Department of MBA

New Horizon College of Engineering

Outer Ring Road, Marathahalli, Bangalore-560103

2014-2016

ACKNOWLEDGEMENT

I wish to pledge and reward my deep sense of gratitude for all those who have made this

project come alive.

I would like to express my heart-felt gratitude to Dr. MANJUNATHA, Principal, New

Horizon College of Engineering, for his moral support throughout the course of my project.

I would like to express my heart-felt gratitude to Dr. SHEELAN MISRA, Head of

Department of Management Studies, New Horizon College of Engineering, for her valuable

suggestions and moral support throughout the course of my project.

I am gratefully indebted to my internal faculty guide, Mrs. NIVIYA FESTON, Sr. Asst.

Professor, Department of Management Studies, New Horizon College of Engineering, for

encouraging me and for his constant support throughout the course of the project and helping

me complete it successfully.

A special note of gratitude goes to my external guide Mr. YOHAN VARDHAN, Manager of

Mandovi Motors Pvt. Ltd, Bangalore, for providing me an opportunity to work in this

corporate exposure and for his support and guidance in this endeavour.

I wish to thank all the people who have helped me to work on my project. I finally thank my

family and friends for their constant support and guidance.

GOWTHAM R

(INZ14MBA14)

TABLE OF CONTENTS

CHAPTER PARTICULARS PAGE NO.

1

Introduction To Internship

1.1 Introduction

1.2 Topic of the Study

1.3 Need for the Study

1.4 Statement of the Problem

1.5 Objectives of the Study

1.6 Scope of the Study

1.7 Methodology Adopted

1.8 Research Study

1.9 Data Collection

1.10 Review of Literature

1.11 Limitations of the Study

1-6

2

Industry and Company Profile

2.1 Industry profile

2.1.1 Introduction to Indian Automobile Industry

2.1.2 History of Indian Automobile Industry

2.1.3 Exports of Indian Automobile Industry

2.1.4 List of Cars Exported during FY 2015

2.1.5 Indian Automobile Industry Segments

2.1.6 Segmentation

2.1.7 Portfolio

2.1.8 Global Business

2.2 Company profile

2.2.1 Introduction, Mission & Vision

2.2.2 Objectives

2.2.3 Organisation Structure

7-23

2.2.4 Marketing Function

2.2.5 Service at Mandovi

2.2.6 Competitors

2.2.7 Swot Analysis

3

Theoretical Background

3.1 Introduction to Customer Satisfaction

3.2 Measuring Customer Satisfaction

3.3 Methods to measure Customer Satisfaction

3.4 Significance

24-33

4

Data analysis and Interpretation

34-61

5

Findings, Suggestions & Conclusion

62-66

Bibliography

Annexure

LIST OF TABLES

Table No. Contents Page No.

Table 4.1 Showing data on Respondent’s Gender 34

Table 4.2 Showing Age group of Respondents 36

Table 4.3 Showing data on Respondent’s Income level 38

Table 4.4 Showing data of Car Owned by Respondents 40

Table 4.5 Showing data on Respondent’s purchase on Mandovi

Motors

42

Table 4.6 Showing data on Car services received from Mandovi

Motors

44

Table 4.7 Showing data on Premises rating of Mandovi Motors 46

Table 4.8 Showing data of Satisfaction level on Staff performance at

Mandovi Motors

48

Table 4.9 Showing data of Satisfaction level on Prices at Mandovi

Motors

50

Table 4.10 Showing data on Satisfaction level on Demo and

Information provided by staff at Mandovi Motors

52

Table 4.11 Showing data on Satisfaction level on Service delivery at

Mandovi Motors

54

Table 4.12 Showing data on Satisfaction level on Home pick-up

Service

56

Table 4.13 Showing data on Overall Satisfaction level with Maruti

Suzuki

58

Table 4.14 Showing data on Overall Satisfaction level with Mandovi

Motors

60

LIST OF CHARTS

Chart No. Contents Page No.

Chart 4.1 Displaying Gender of Respondents 35

Chart 4.2 Displaying Respondent’s Age group 37

Chart 4.3 Displaying Income level of respondents 39

Chart 4.4 Displaying the Car owned by respondents 41

Chart 4.5 Displaying on Purchase at Mandovi Motors 43

Chart 4.6 Displaying Frequency of Car services 45

Chart 4.7 Displaying data on Premises and Ambience rating 47

Chart 4.8 Displaying data on Satisfaction level on Staff performance

at Mandovi Motors

49

Chart 4.9 Displaying data on Satisfaction level of respondents on

Prices at Mandovi Motors

51

Chart 4.10 Displaying Satisfaction on Demo and Information

provided by staff at Mandovi Motors

53

Chart 4.11 Displaying Satisfaction level on Service delivery at

Mandovi Motors

55

Chart 4.12 Displaying Satisfaction level on Home pick-up Service 57

Chart 4.13 Displaying Overall Satisfaction level with Maruti Suzuki 59

Chart 4.14 Displaying Overall Satisfaction level on Mandovi Motors 61

EXECUTIVE SUMMARY

Customer Satisfaction may be defined as a qualitative measure where in a customer

experiences various degrees of satisfaction until the performance of the product matches his

expectations. Product & service features along with emotions of customer play a vital role on

level of satisfaction. Customer satisfaction is impacted mainly by certain products or services

attractions and also by the intuition of importance as anticipated. Fulfillment is likewise

impacted by client's passionate reactions, their attributions, and their view of value.

The significance of consumer loyalty has been normally questioned as organizations logically

endeavor to audit it. Consumer loyalty can be knowledgeable about an extensive variety of

circumstances and connected with either items or arrangements. It is a very singular

assessment that is fundamentally influenced by customer desires.

An organization's instruments for following and measuring Customer Satisfaction range from

primitive to the refined techniques. Organizations use taking after strategies to quantify how

much Customer Satisfaction they are making.

Mandovi Motors are one of the top Maruti Suzuki merchants in India. They are the initially

approved merchants in Karnataka and one of the main merchants of Maruti Suzuki autos in

Bangalore. The examination is directed to know the elements that impact the buy of Maruti

Suzuki autos furthermore what are the general population's desire and observation towards

Maruti Suzuki cars from Mandovi motors. The issues confronted by the customers as to

Maruti Suzuki autos were additionally asked into and in this way their general fulfillment

level is contemplated. This is a distinct and exploratory examination and for the most part

essential information is utilized with the end goal of information accumulation.

The organization has a solid society of brilliance in everything that it goes through. This

criterion had boosted up to win gigantic faithfulness with Customers, bringing about a huge

rate of its markets and with the help of regular customer.

CHAPTER 1

INTRODUCTION TO INTERNSHIP

1.1 INTRODUCTION

Mandovi Motors are one of the top Maruti Suzuki merchants in India. They are the initially

approved merchants in Karnataka and one of the main merchants of Maruti Suzuki autos in

Bangalore. The examination is directed to know the elements that impact the buy of Maruti

Suzuki autos furthermore what are the general population's desire and observation towards

Maruti Suzuki cars from Mandovi motors. The issues confronted by the customers as to Maruti

Suzuki autos were additionally asked into and in this way their general fulfillment level is

contemplated. This is a distinct and exploratory examination and for the most part essential

information is utilized with the end goal of information accumulation.

Fulfillment is an essential component in the assessing stage. Fulfillment alludes to the purchasers

condition of being satisfactorily compensated in a purchasing circumstance for the penances he

has made one the client buy and utilize the item they might then turn out to be either fulfill or

disappointed.

Fulfilled Customers are individuals who are content with the item and administrations and are

willing to return and pay for it once more.

All business firms have understood that advertising is a center component of administration

theory and the way to its prosperity lies in concentrating more and more on the buyer fulfillment.

That is, it will be the client who will choose where the firm is heading. In this way the test before

the advertiser is to guarantee that they ought to fulfill each client.

The“vehicle business, one of the middle parts, has transformation of knowledgeable with the

appearance of original business and assemble rehearses in the liberalization of light and

globalization. The region is by all accounts unrealistic of posting solid deal in the couple of years

in the viewpoint of a rational surge required after. The Indian vehicles business sector is adapting

towards universal gauges to address the issues of the universal car monsters and rotate into a

center point of universal. In this Maruti Suzuki is restricted and one of the main players in four

wheeler separation in India. So I took this organization to find a point by point investigation in

this propitious time.”

Maruti Suzuki is”an openly recorded automobile in INDIA. In south Asia it is a main four-

wheeler automobile producer. Suzuki Motor Corporation hold a dominant part in the

organization. It was the principal organization in India which offers additional million autos. It is

credited to great extent for having acquired vehicles. It is the business sector pioneer in India and

on September 2007, Maruti Udyog was renamed Maruti Suzuki India Limited. The organization

headquartered in GURGAON, HARYANA. Maruti Suzuki positioned first in 'consumer

loyalty'.” And the organization delivers about one million units for every year with 681

showrooms in 454 urban communities.

1.2 TITLE OF THE STUDY

A Study on Customer Satisfaction on Services offered at Mandovi Motors- Authorized

Maruti Suzuki Dealers.

1.3 NEED FOR THE STUDY

The product and service advantage can be physical and in addition mental. In the past items were

the plants made yet nowadays items are what shoppers need. The meaning of the items is

extending always and it incorporates more than a unimportant heap of advantages. In these way

organizations like Maruti Suzuki offers number of various products offering to fulfill the

requirements and longs for all inclusive customers.

With these perspective of psyche the exploration study is being directed to discover the

"Consumer loyalty on Services offered by Mandovi Motors-Authorized Maruti Suzuki Dealers”,

Through this study an endeavor has been made to recognize the business, requests and product

offering correlation.

1.4 STATEMENT OF THE PROBLEM

To identify the level of Customer Satisfaction on Services rendered by Mandovi Motors and to

determine the ways to improve and implement them in near future.

1.5 OBJECTIVES OF THE STUDY

To ascertain customer relationship and their overall satisfaction level.

To identify about the after sales services rendered at Mandovi motors.

To study the customer’s opinion about the various brands of Maruti Suzuki cars and there

prices, services, credit facility, resale value and quality.

To study the customer satisfaction level on Maruti Suzuki cars.

1.6 SCOPE OF THE STUDY

This study has been taken mainly to study the car market in India of Maruti Suzuki

Company and its product line comparison.

The purpose is mainly to evaluate the performance of Maruti Suzuki in today’s

competitive environment.

This also provides us with the critical position of the studies on strategies that Maruti

may follow for its way out.

1.7 METHODOLOGY ADOPTED

Survey is done by collecting data through questionnaires.

1.8 RESEARCH STUDY

The research design which is used for the project is descriptive research

Descriptive research describe to depict, clarify and make sense of states of the present i.e,"what

is ".The purpose behind an descriptive research is to look at a occurrence that is happening at a

particular place and time. A descriptive research is worried with conditions, practices, structures,

contrasts, forms that are going on or patterns that are obvious.

1.9 DATA COLLECTION

Primary data collection:

The data will be based on questionnaires.

Secondary data collection:

The data will be derived from the organization’s website, magazines, journals, internet, records,

books, reports and other sources.

1.10 REVIEW OF LITERATURE

Kotler defined the satisfaction as a person’s feeling of pleasure or disappointment resulting from

comparing a product’s perceived performance or outcome in relation to their expectation. When

customer’s becomes satisfied about the values that is offered and sometimes their expectation is

met and exceeded, can generate many benefits for a firm. Positive word of mouth from existing

and satisfied customers can translate into more new customer firm.

R.C.Bhargava and Seetha focuses on the journey and developments of Maruti Suzuki India Ltd.,

and pointed that Maruti Udyog established new standards of quality, productivity, industrial

relations and customer care in Indian automobile industry and the manufacturing sectors at large.

In the course of the most recent four decades, the showcasing writing has characterized and

measured consumer loyalty in a wide range of ways. Oliver (1997) indicates consumer loyalty as

pleasurable satisfaction; in that capacity, the shopper sees utilization as fulfilling some need,

wish, objective, and so on, in which its satisfaction is pleasurable. In this point of view,

consumer loyalty is outlined as the buyer's assessment that items or administrations meet or

tumble to meet the client's desires (Oliver and Swan 1989; Yi 1991). Out in an unexpected way,

consumer loyalty comprises of post-utilization judgment concerning item or administration

quality, given pre-utilization desires.

From this hope affirmation/disconfirmation perspective, consumer loyalty happens on account of

a purchaser's post-assessment of a particular buy experience (or encounters), dependent upon the

purchaser's quality recognitions and desires, and affirmation/disconfirmation – the disparity in

the middle of real and expected quality. Consumer loyalty has by and large been proposed to

contain two such distinctive measurements as an exchange particular assessment approach and

an in general, combined 9 assessment approach. That is, there exist two general

conceptualizations of consumer loyalty in the writing (Anderson and Fornell 1993; Boulding et

al. 1993).

Another definition to gauge consumer loyalty, generally utilized as a part of late studies,

including concentrates on using the satisfaction metric in the ACSI information, is by and large

or aggregate satisfaction, which is, as such, relationship-particular. With this definition, general

satisfaction can be seen as a client's general satisfaction encounters (Olsen 2002), and is gauged

as the total post-buy evaluative judgment of a gathering of discrete buy exercises or exchanges

for a specific brand or firm over term of time (Fornell et al. 1996; Johnson and Fornell 1991;

Oliver 1997; Rust and Oliver 1994). Of these two plans of consumer loyalty, generally speaking

or aggregate satisfaction has been broadly utilized as to the relationship between consumer

loyalty and client devotion. On one hand, exchange particular satisfaction conceptualizes

consumer loyalty as the result of a solitary exchange. Hence, this exchange particular satisfaction

plan might be excessively prohibitive – i.e., the transaction specific satisfaction approach has an

extremely constrained prescient force.

Oliver (1999) keeps up that general satisfaction is more suitable for an investigation of the

satisfaction-unwaveringness relationship, in light of the fact that the aggregate satisfaction

develop is equipped for totaling or mixing singular satisfaction scenes. In like manner, the

general satisfaction detailing is better at foreseeing resulting practices and monetary results

(Johnson et al. 2001).

A standout amongst the most imperative late parts of this consumer loyalty metric is that

scholastics distinguish contrasts in client satisfaction crosswise over individual clients and

focused settings. For instance, Bryant and Cha (1996) highlight the impacts of such client

qualities as age, sexual orientation, salary, and instruction on levels of client satisfaction.

Notwithstanding client qualities, industry attributes (industry or classification fixation and

industry sort) are appeared to influence consumer loyalty levels.

Consumer loyalty is a standout amongst the most critical measurements in advertising,

subsequent to firms view consumer loyalty as one of the key business objectives for assessing

the viability of their business operations. Moreover, consumer loyalty is a beginning metric of

the quality chain between consumer loyalty, client faithfulness, firm item - commercial center

execution and budgetary execution, and shareholder riches, as exhibited by late studies.

Promoting scholastics and supervisors have been progressively intrigued by the impacts of an

expansion in consumer loyalty levels on firm monetary execution since the 1990s. For example,

consumer loyalty has been appeared to emphatically affect working edges (Bolton 1998; Rust et

al. 1996), bookkeeping returns (Ittner and Larcker 1998), degrees of profitability (Anderson et al.

1994), and money stream and shareholder esteem (Anderson et al. 2004; Gruca and Rego 2005).

In fact,”firms have contributed an extraordinary measure of cash on this metric, as client

satisfaction ventures speak to the main promoting research consumption thing for generally

firms. Consumer loyalty can be seen as a fundamental measure used to manage business results,

settle on restricted asset portion, and give prizes to administration (Anderson 1994). For the

larger part of firms, the quest for client satisfaction is outlined in their correspondences;

including notices, open relations discharges, and statements of purpose (Peterson and Wilson

1992). As to this significance, assortments of advertising scholastics and specialists have

concentrated on consumer loyalty for as far back as forty years.”

1.10 LIMITATIONS OF THE STUDY

Due to time constraint, the sample size was restricted to 100 customers only.

The organization will not give their confidential data to an outsider, so the availability of

data is very limited.

The responses given by the respondents may not be true.

The respondents may be careless in responding to the questionnaires.

The respondents may be illiterate.

It is confined only to Mandovi motors in Bangalore.

CHAPTER 2

INDUSTRY & COMPANY PROFILE

2.1 INDUSTRY PROFILE

2.1.1 INTRODUCTION TO INDIAN AUTOMOBILE INDUSTRY

Beginning its adventure from the day when the primary auto moved in the city of Bombay in

1898, the automobile industry in India has exhibited an amazing development right up 'til today.

At present, the Indian automobile sector introduces a cosmic system of assortments and variants

meeting every single conceivable desire and all around set up industry benchmarks. The Indian

automobile sector incorporates some important names like Maruti Suzuki, Mahindra &

Mahindra, Tata Motors, Hyundai Motors and Hindustan Motors and others notwithstanding

various others.

Amid the early phases of its improvement, Indian car industry intensely relied on upon outside

innovations. Be that as it may, throughout the years, the producers in India have begun utilizing

their own particular innovation advanced as a part of the local soil. The flourishing commercial

center in the nation has pulled in various car producers including a portion of the presumed

worldwide pioneers to set their foot in the dirt anticipating improve their profile and prospects to

new statures. Taking after a brief difficulty by virtue of the worldwide financial subsidence, the

Indian car market has by and by grabbed a noteworthy force.

India stands seventh in the segmentation of vehicles division in the world. Every year India

manufactures 2.4 million autos which stands out to be remarkable. It sets out to be one of the

biggest bike makers and sets out to be 5th

biggest business vehicle maker. Many of the industry

specialists had pictured an gigantic expansion of those figures in the mere future. Asia Economic

Institute stated that by 2020 Indian car segment could stand high and set its standards at the

worldwide pioneer. India is said to be as the 4th

biggest exporter of auto which stands the next

after South Korea and Japan in the year 2015. Industrial specialist express that by the end of

2050, India will attend its outstanding achievements in the automobile industry when compared

to the other countries of the world and aims at passing through 700 million of auto on the street.

In the present scenario around 70 percentage of India’s vehicle industry are made out of little

autos which sets out to be at the top country when compared to the other country’s of the globe.

In the upcoming years India is forecasting nearly twelve new brands of minimal auto models.

The vehicle business is one of the centre commercial enterprises in Indian economy, whose

prospect is intelligent of the monetary versatility of the economy.

With the commitment of 24% to the nation's assembling GDP, the car business has risen as one

among India's significant parts. India has turned into a center point for some worldwide players.

Right now Indian car industry includes traveler autos with 5 makers and business vehicles which

include nine procedures and also manufacturing 2 or 3 wheelers which include 15 makers. The

Indian car industry, involving traveler autos, bikes and business vehicles is the seventh biggest

on the planet with a yearly generation of about 20 million vehicles, of which 4 million vehicles

are sent out. Bikes overpower market mostly in India with a fact that more than 70% vehicles

sold are bikes. In 2013-14, Indian traveler auto industry was one of only a handful few markets

all around that sidestepped the recessionary pattern and it has been seeing enduring development

in the course of recent years. The business' development is driven by different components, for

example, the monetary development of the nation, rising extra cash, generally low auto

infiltration and accessibility of financing choices. The part's potential has pulled in different

outside OEMs to India and has likewise driven numerous set up residential and remote car

players to embrace limit extension methodologies. Numerous set up remote players in India, are

likewise situating themselves as key contenders to offer minimal effort auto producing

capacities. Nonetheless, the industry is battling with different difficulties, for example, of rising

ware costs, work costs, financing costs and expanded rivalry.

Indian vehicles industry has made considerable progress to from the period of the Ambassador

auto to Maruti 800 to most recent M&M TUV. An industry is exceedingly aggressive with

various worldwide and Indian organizations exhibit today. It is developing at a pace of around

18% for every annum throughout the previous five years and is anticipated to be the third biggest

car industry by 2030 and only behind to US and China, as per a report. The business is evaluated

to be a US$ 34 billion industry. With the liberalization of the economy, India has turned into the

play area of major worldwide vehicles majors.

2.1.2 HISTORY OF INDIAN AUTOMOBILE INDUSTRY

In 1991 Indian financial evolution has unfolded the industrial development in the creation of car

parts and activated by improved intensity and loose confinements winning in the Indian soil.

Various Indian car producers which includes Maruti Suzuki, Tata Motors and Mahindra &

Mahindra, have drastically extended both residential and global operation. The nation's dynamic

monetary development has cleared a strong street to the further extension of its residential

vehicles market. This fragment has truth be told welcomed a colossal measure of India-particular

venture by various multinational vehicles producers.

In 1940’s India introduced car industry and later when it got its independence, Government of

India and the private division got propelled its endeavors to set up a car part producing industry

to address the issues of the vehicles business.

In this manner, from its mode of transport of bullock truck to the introduction of plane, our

country has an extremely far voyage. Later on in the year 1899 the essential motorcar was

introduced in Indian lanes. Starting from this till the end of First World War, around 5500 autos

had straight forwardly transported into India from outside creators. There was more of creative

enthusiasm amongst the merchants to set up these autos and to showcase their talent.

In 1942 Hindustan Motors was introduced in India and in the year 1944 Premier Automobile was

introduced to produce vehicles. In the year 1946, PAL introduced the main auto in India, and the

vehicle parts were concentrated by HM. The development of this innovation was not much

empowering the industry. Later on in 60’s India introduced its two – three wheeler industry in

India and in 70’s it carried on the same. Since then Indian Car Industry got huge popularity and

had seek to open up Indian outside makers and partners.

It was in 1970 that Sanjay Gandhi imagined the production of Maruti cars which is referred

prominently as the general population's auto and it is Maruti which is known as wheels to the

country.

After 1970’s there was a huge development which was gained after implementation of tractors,

business vehicles and bikes. Indeed, even in those days autos were also something that which

was not worthy extravagance. Later on at the end nation noticed that the Japanese makers had

build up Maruti Udyog.

In 1980s, there were few joint – wanders which was meant for remoulding bikes and business

vehicles which was produced by Japanese. Later on Government of India choosed Suzuki as a

joint dare to deliver little autos and the main auto of Maruti was taken off on Dec. 14, 1983 after

coordinated effort with Suzuki engines.

Taking after the monetary liberalization in 1991 and the debilitating of the permit raj, a few

Indian and multi-national auto organizations propelled their operations on the dirt. After this, car

part and car fabricating development astoundingly accelerate to meet the requests of residential

and fare needs.

Specialists had bought into their views that there was not much advancement made to the car

industry by the Indian Government at its beginning stage. Be that as it may, the liberalization

approach and different expense reliefs declared by the Government of India since the later past

have affirmed an essentially promising effect on this industry portion. Gauges uncover that

inferable from a few boosting elements. India sees its development of car industry around 18%

every year. Along these lines, worldwide car goliaths like Volvo, General Motors and Ford have

begun taking a gander in India as an imminent destination to build up and grow their industrial

operations.

2.1.3 EXPORTS OF INDIAN AUTOMOBILE INDUSTRY

Today, India is said to be one of the world’s biggest makers of little cars. The New York Times

has appraised India as an exceptionally solid designing base with a unique aptitude in the

stadium of assembling various minimal effort, fuel-productive autos has supported the

development arrangements of the assembling offices of various vehicles pioneers like Suzuki,

Hyundai Motors, Toyota, Volkswagen and Nissan.

2.1.4 LIST OF TOP TEN CARS EXPORTED FROM INDIA DURING LAST

FINANCIAL YEAR 2015:

Nissan Micra

Hyundai i20

VW vento

Maruti Suzuki a-star

Ford Ecosport

Nissan sunny

Hyundai Accent

Hyundai i10

Maruti Suzuki Alto

Hyundai eon

Ford Figo

2.1.5 INDIAN AUTOMOBILE INDUSTRY SEGMENTS

In India, Tata Motors is said to be the pioneer in manufacturing Indian business vehicles and

holds a market share of more than 60% . It also stands worlds 5th

biggest producer of

overwhelming business vehicles.

Engine cycles fabricate makes up the real partake in the bike fragment of the Indian car industry.

Hero Honda holda up in producing half of the motorcycle and 45% of the bikes been produced

by the Honda. Bajaj has recognized as one of the pioneer in assembling three - wheeled vehicles

for transportation. The organization delivers around 67% of three wheelers utilized for traveler

transport as a part of India. The Indian traveller portion is overwhelmed with autos which make

up around 53% of traveler auto as the organization appreciate a whole restraining infrastructure

in assembling of multi reason.

2.1.6 SEGMENTATION

The passenger car market can be divided into small cars, medium cars, luxury cars and super

luxury cars, and general purpose vehicles which were described below:-

1. The Small Car Segment: In Indian budget, small car segment is the largest segment.

It occupies nearly 70% of the market share. The prominent players in this segment are

MUL, Daewoo, Fiat, Tata; Maruti 800 is the cheapest car available to its popularity.

Most of the Indian Middle class family acquires Marti 800, Sandra, Esteem or Mates.

2. The Medium or Family Car Segment: This segmentation of the car only targets

those customers who already own a car but prefer in buying an extra car to set up their

status symbol and the eagerness in buying a luxurious car. The sales segmentation for

this is not be seen very high.

3. The Luxury Car Segment: This segment is the most crowded one with more than

five different companies, participating in the Mitsubishi Lancer from Hindustan

Motors, Esteem, Bale no, and 1000 from MUL, Celia, Executive and Nixies From

Daewoo, Astra from GM Escort from Ford , Wagon R, Versa and Esteem from

Maruti. Siena and Pail from Fiat, Accent from Hyundai, Honda City from GM is the

brands of this market

4. Super Luxury Car Segment: This segment consists of car, which has better features

like bigger engine and support more space cars like Mercedes Benz E- class come in

this segment. The market for this segment is very small and hence there is hardly any

competitor segment.

2.1.7 PORTFOLIO

The company has a portfolio of many brands, which includes the following-

800

Esteem

Omni

Ritz

Ertiga

Versa

Zen

Zen Estilo

Alto

Grand Vitara XL-7

SX-4

Vitara

Baleno

Gypsy King

Swift Series

Wagon- R

Kizashi

A-star

Celerio

Ciaz

As of late, Maruti has made significant steps towards its objective of getting to be Suzuki Motor

Corporation's R and D center point at Asia. Maruthi Suzuki has presented redesigned renditions

of Wagon R Zen Esteem, totally outlined . Marti's commitment as the motor of development of

the Indian vehicle industry, undoubtedly has an effect on the way of life and mind of a whole era

of Indian working class, and it is broadly recognized. Its passionate interface among the client

proceeds. Toward the end of 2003-04, Maruti had a piece of the overall industry of more than 55

for each penny of the Indian traveler auto market. The organization had made sales more than 4,

21,000 traveler autos towards local business sector in 2003-04. It likewise traded more than

51,000 vehicles (most astounding following the time when it began sends out in 1986) amid the

year, yielding the growth of total count of sent out vehicles to more than 330000.

Clients have appraised the organization number one in consumer loyalty once more in the J D

Power Survey 2004. Maruti is the main pioneer on the planet which had been positioned number

one in consumer loyalty, and the main organization to reach high grade consumer loyalty for five

consecutive years. The organization has additionally been positioned number one in J D Power

Sales Satisfaction Survey 2004. Maruti items including Maruti 800, the Zen and the Esteem have

been evaluated best autos in their classification altogether Customer Satisfaction Survey 2004

directed by TNS – Automotive, The Company's quality frameworks and practices have been

appraised as a "benchmark for the car business around the world" by A V Belgium, worldwide

reviewers for International Organization for Standardization. With regards to its initiative

position, Maruti underpins safe driving preparing and accomplices own and oversee 303 deals

outlets crosswise over 189 Indian urban communities. The administration system covers 1000

towns and urban areas, supported by approved administration outlets.

Society of Indian Automobile Manufacturers:

The Society of Indian Automobile Manufacturers which can be short termed as SIAM is

considered as the crest of national alliance which is been recognised with the auto industry.

Indian Automotive Component Manufacturers Association:

The Automotive Component Manufacturers Association of India which can be short termed as

ACMA is with an enlistment of more than 370 associations, has been considered as the Indian

auto fragment industry's illustrative all through the past 50 years.

Western India Automobile Association:

WIAA was started on October 1919 and presently it is the greatest and said to be the most

prepared automotive body with more than fifty thousand people and an arrangement of 9

branches in 5 states of Western India.

As per the review done by IBEF (Indian Brand Equity Foundation) by 2020, India's offer in

worldwide traveler vehicle business sector will reach 8% which was 4% amid 2010-11. Some of

those variables are:

• Finance Availability

• Improved Infrastructure

• Growing request

• Rising Investments

• Policy Support

• Rising Family wage

• Favourable Duty & Tax Structure

• Poor Public Transport System

2.1.8 GLOBAL BUSINESS

In August, 2008 Maruti has surpassed a point of reference by trading over 550,000 vehicles at its

first fare. Europe is said to be the biggest target of Maruti's fares and incidentally following the

principal business consignment of 510 units to Hungary in 1987, the 400,00 imprint was

surpassed by the consignment of 575 units to the same nation. The main 10 target areas of the

combined fares have been Netherlands, France, Chile, Hungary, Nepal, UK, Greece, Italy,

Germany and Poland in a specific order.

The Alto, which coincides with the Euro-3 standards, has been extremely well known in Europe

where historic points of about 250,000 vehicles were sent out by March 2009. Indeed, also in the

profoundly created and aggressive markets of UK, Netherlands, Germany, Italy and France.

2.2 COMPANY PROFILE

2.2.1 INTRODUCTION, MISSION & VISION

Mandovi Motors Pvt. Ltd. is recognized as the first and largest dealers of Maruti Suzuki Cars in

India. In the automobile industry, the organization has great enhancement and involvement for

about 75 years.

Shree Aroor Sripathi Rao is the controlling soul at the back of Mandovi Motors Pvt Ltd. His

aptitudes of big business bolstered by farsighted viewpoint pioneered a spearheading shadow in

the car field in the place where he grew up in Mangalore. The recognition for the maintained

improvement of the association and working up with its deals and administration units goes to

its author who has controlled the company of legitimacy through his efficient business intuition,

credits for association and careful tender loving care. His magnetic identity, significant learning

of the business sector and items, with his prescience has been influenced in gaining this

surprising ground conceivable. He was a donor and a dynamic pioneer with undaunted standards

who earned distinction for Mandovi Motors at the most for its exceptional performance.

The organization has a solid society of brilliance in everything that it goes through. This criterion

had boosted up to win gigantic faithfulness with Customers, bringing about a huge rate of its

markets and with the help of regular customer.

Maruti is India's most saleable car. There is an assortment of Maruti car marks that has

overwhelmed the Indian streets. Maruti cars are buyable from the car dealerships, utilized car

merchants, car sites and car proprietors. Maruti car audits clarify the value of purchasing Maruti

Car. There are Maruti utilized car merchant and know more about the car costs. Mandovi Motors

Pvt Ltd has more than 2200 representatives and the organization is ensured as ISO-9001/2000 for

its quality framework by AIB global Ltd., Brussels a licensed body from Belgium.

This has likewise empowered Mandovi to turn into:

It has been recognized as the first Automobile merchant in South India to cross an offer

of 45,000 cars in 1997.

It has been recognized as the first Dealer in Karnataka to succeed an offer of over

100,000 cars.

Consistently followed as in which it has recognized as the only dealer in Karnataka to

administration more than 19,500 cars.

In Karnataka it is said to be the First Auto dealership who has got the ISO Certification.

First Maruti merchant in India to get the highest position in JD Power consumer loyalty

study (Non Metro) Three times consecutively.

In the present scenario Mandoviags out to be the largest system when compared to the other

Maruthi merchants in Karnataka. It has got 5 Showrooms and 16 Sales Information Centers, 25

Workshops and 5 Showrooms for Used Car Sale (True Value). It has a group of more than 2550

devoted experts resolved to give the most ideal support of its clients.

Mission and Policies

In view of Corporate Culture, Mandovi Motors further change over their vision into more

unmistakable missions/approaches. Their administration work towards these mission in order to

lead the association in the sought heading. The accompanying are some of principle missions.

• Human Resources are an asset that should be considered important.

• All Appraisals and Incentives ought to be adjusted to be 100% Objective.

• Internal Recruiting ought to be first decision preceding setting outer enrollment

promotions.

• Strict Adherence to Expenses according to Budget

Vision

Surpassing client desire, charming the clients and to be India's top most dealership for MSIL.

Quality Policy

We at Mandovi vow to make quality a lifestyle through responsibility to nonstop change in

consumer loyalty and holding fast to quality administration framework.

2.2.2 OBJECTIVES

Putting the new representative at ease

Briefing them of the way of work

Creating enthusiasm for his/her occupation and the organization

Providing fundamental data about working game plans

Indicating the norms of execution and conduct expected of him/her

Informing him/her about training facilities

Creating the sentiment of social security

2.2.3 ORGANISATION STRUCTURE

Chairman

Managing Director

Director

Chief General Manager

General Manager

Dy. General Manager

Assistant General Manager

Manager

Dy. Manager

Assistant Manager

Other staffs

2.2.4 MARKETING FUNCTION

Promoting is to be a common procedure by which the community acquire what they need,

regarding offering and trading items of the quality uninhibitedly with others. Additionally

Mandovi Motors likewise have a promoting instruments and practices to carry out the

advertising and offers of the cars in the showroom.

Fulfill the necessities and need of the client: By offering them the car model according to their

prerequisite with the most recent advancements.

Make utilities: Through notice daily paper distribution and other special techniques. Mandovi

Motors manages Maruti Suzuki and they additionally instruct individuals that they manage cars

as well as rescue vehicle and different utilities like free adjusting for the client and fund and

protection for the cars.

Trade of worth: If Maruti Suzuki WAGON-R cost Rs 436502/ - then Mandovi motorss ensure

that they teach the client that alongside the cars they likewise convey esteem like keen

innovation, brilliant security, shrewd comfort, savvy outsides and insides, 7 lively hues for

decision according to the client needs and needs.

Connections and Networks: Mandovi Motors goes for building long haul common fulfilling

association with key gatherings clients, suppliers, conveyance by considering the closing stages

and target to succeed and grasp their long haul inclination and car business. Successful markets

fulfill this by promising and conveying cars of high caliber and administrations at reasonable

costs to its client after some time.

Promoting channels/Communication channel: Deliver messages to and get messages from car

purchasers. They incorporate daily papers, magazines; radio FM, TV, mail, phone. What's more,

internets advertising past these, correspondences are passed on by outward appearances and

apparel of the businessperson and different workers in Mandovi Motors, the look of showroom,

and numerous other media

Dissemination channels: To show or convey the cars or administrations to the purchaser or

client. They are physical conveyance channels and administrations appropriation channels, which

incorporate stockyard, transportation vehicles like truck vehicles to bring cars from assembling

unit in Gurgaun and different exchange channels, for example, wholesalers, and retailers. The

advertiser additionally utilizes offering channels to impact transportation with potential

purchasers.

Inventory network: The store network administration of the Maruti Suzuki cars extends from

crude materials to segments to definite items that are acquired from the assembling unit and

transported from the truck vehicles to the stockyard inside of 10 days. Pre-conveyance

examination is done to check the harms and if the investigation is carried out and if the state of

the car is help alright to Mandovi then client is designated the car according to the booking and

after that the car is send for the street test and the car gets enlisted and afterward send to the

showroom for the conveyance to definite purchasers.

Mandovi Motors additionally manages Maruti Genuine Accessories: Maruti Genuine

Accessories (MGA) is another activity to offer you superb adornments at aggressive costs. It

takes after world class building and outline procedures to add to every single thing of MGA.

Each MGA thing has immaculate mechanical and electrical similarity with the vehicle and offers

unmatched execution. These include:

1. Combination wheels

2. Entryway Visors

3. Carpets

4. For Lamps

5. Fashioner Mats

6. Stereo System

7. Security framework

8. Seat and Body covers

Mandovi Motors likewise manages True Value Showroom – Exchange cars/Sales and Services.

While purchasing, offering or trading a pre – claimed car, heading off to the opportune spot is

exceedingly critical. The individual can bring ones own odds with the nearby street side

technician or depend everlastingly on companions and partners or bet with arranged promotions

or repair an arrangement with the little – time utilized car merchants. On the other hand,

appreciate every one of the benefits of managing straightforwardly with India's most trusted cars.

In our try to give Quality, Reliability, Transparency and Convenience, Mandovi get all the

experience and ability that the individual as increased throughout the most recent a quarter

century authority in India.

2.2.5 SERVICE AT MANDOVI

Anyplace Service

Karnataka's”first Maruti Suzuki merchant since with greatest dealership system in the state

Bangalore (1984), Mysore (1986) and Mangalore (1989) city spread crosswise over 8 areas

Anywhere benefit through 23 areas as itemized underneath Other than the above, we are giving

redone entryway step administration through MMS in Bangalore (4nos), Mangalore (3nos), and

Mysore (3nos) We are arranging extra R-Outlets in country region where administration system

is not accessible Bangalore,” Mysore (2 areas), Mangalore (3 areas).”

Anytime Service

Round”the check administration gave in Bangalore (Wilson Garden) and Mangalore (Balmatta

Road), with the exception of on Sundays. In every other area our workshop opens for 12

working” hours. Round the clock breakdown help gave through MOS (Maruti On Road Service)

in Bangalore (7 nos), Mysore and Mangalore (4 nos). Round the clock Accident towing office

gave in Bangalore (3 nos), Mysore (1no.) and Mangalore (3 nos).”

Any-day Service

We are dealing even with Sundays at all our outlets in Bangalore, Mysore and Mangalore.

Talented Manpower

In’Karnataka we have most astounding number of Maruti guaranteed Bronze Masters, Silver

Masters and Silver Technical Masters. Consistently Maruti conducts Skill Competition, in

Karnataka we have most noteworthy number of Regional Competition champs, Zonal

Competition victors and National Competition champs.”

2.2.6 COMPETITORS

Mandovi motors additionally confront rivalries from its opponents. There are 7 merchants of

Maruti and around 15 showrooms in Bangalore. They are:

1. Bimal Auto

2. Sagar Automobile

3. Kalyani

4. Garuda

5. RNS Motors

6. Shruti Motors

7. Pratham Motors

2.2.7 SWOT ANALYSIS

Strengths:

Distributor system brand reliability

Cost-powerful

Low support and better maintenance

Indian white collar class

Low cost

High fuel proficiency

Strong brand picture

Weakness:

Lack of involvement in outside business sector.

Low Resale esteem.

Low motor limit.

Opportunity:

High end car fragment

Attracting youth

Perspective immense business sector of government and programming organization

representatives

Threat:

Stiff rivalry from nearby players.

Rising client's desires.

Increasing fuel cost

Foreign brands in the market

Small car rivalry.

CHAPTER 3

THEORITICAL BACKGROUND

3.1 INTRODUCTION TO CUSTOMER SATISFACTION

Satisfaction

Satisfaction is a component of adage execution and desire. In the occasion that the

implementation coordinates or surpasses with the wants and desires of the client, then the client

is fulfilled which then as a result is completely satisfied. On the prospect that the implementation

surpasses the needs, then the client is profoundly satisfied and charmed. On the other possibility

that the implementation does not coordinate with the desires, then the client is disappointed.

Accomplishment is a human's feeling of joy or disillusionment upcoming since of looking at an

product or service’s saw execution (out-come) in relation to his/her own desire. The connection

between consumer loyalty and client dedication is relative. The mode of producing high

customer commitment is by conveying elevated client regard. A company’s worth suggestion is a

great deal more than it's situating on a solitary quality. The greater part of the successful firms

are raising requirements and turning over exhibitions to coordinate with them. These

organizations mostly are departing for Total Customer Satisfaction which in a more simple way

is termed as TCS. Consumer allegiance is both an objective and a showcasing instrument.

Organizations that accomplish high consumer loyalty appraisals ensure that their objective

business sector is known.

Determining Customer contentment/satisfaction

Customer contentment is impacted mainly by certain products or services attractions and also by

the intuition of importance as anticipated. Fulfillment is likewise impacted by client's passionate

reactions, their attributions, and their view of value.

Customer Satisfaction may be defined as a qualitative measure where in a customer experiences

various degrees of satisfaction until the performance of the product matches his expectations.

Product & service features along with emotions of customer play a vital role on level of

satisfaction.

American Customer Satisfaction Index (ACSI) is developed by a researcher from the Michigan

University to determine of value of merchandise and services as encountered by the consumers.

The various ways to evaluate client Satisfaction are as:

• Customer Loyalty Survey

• Phantom Shopping

• Lost Customer Analysis

• Protest & Suggestion System

Service and Product characteristics:

Customer faithfulness with a thing or organization is affected by on a very basic level by the

customer's evaluation of thing or organization highlights. Research has exhibited that customers

of organizations will make tradeoffs among different organization highlights (for example,

esteem level versus value versus appropriateness of work power versus intensity of

customization), dependent upon the sort of organization being evaluated and criticality of

organization.

Emotion of Client:

Client's ways of thinking with the products, services and administrations which can be steady

with previous feelings can also similarly persuade their examination of fulfillment.

Customer Loyalty:

The significance of consumer loyalty has been normally questioned as organizations logically

endeavor to audit it. Consumer loyalty can be knowledgeable about an extensive variety of

circumstances and connected with either items or arrangements. It is a very singular assessment

that is fundamentally influenced by client desires.

Fulfillment additionally depends on the customer's knowledge of both the organization (the

"fragment of genuineness" as it is brought in industry writing) and individual results. A few

researchers decide a satisfied customer inside of the private business as "one who gets

noteworthy included quality" to his/her primary concern—an implying that might apply pretty

much too to open administrations. Client satisfaction differs with respect to the circumstance and

the items or solutions.

Customer satisfaction conceptualizes satisfaction as a steady, solitary construct driven by desires

and depends predominately on quantitative implications experienced by customers and fusing

subjective types of evaluation contribute extra bits of knowledge into customers lived encounters

of customer satisfaction. Finally, we express how taking a meaning‐ focused way to deal with

customer satisfaction can upgrade managers' capacity to comprehend what it intends to make

satisfaction. How do we assemble solid and imaginative companies that can survive and thrive

amid times of awesome change? As of late, we have adapted much about fruitful associations.

The accomplishment of such associations can be comprehended by how well the association

handles key fixings. With Strategies for Measuring Customer Satisfaction, Businesses have

figured out how to gather information on number measurements to make outer information or

customer satisfaction data. Generally solid deals mean customer satisfaction. Here and there it

implies that a business has an extraordinary item with next to zero rivalry by commonly deals

and customer satisfactions are corresponded. Customer reliability or rehash business is another

critical measurement of customer satisfaction.

In like way, whether the customer is fulfilled after association relies on upon the offer's

execution in relationship with the customer's longings. Fulfillment is a man's fallings of joy or

dissatisfaction coming to fruition on account of differentiating a thing's clear execution in

association with his or her cravings. As this definition clears up, fulfillment is a component of

saw execution and yearning. In case the execution comes up short concerning wishes, the clients,

the client is frustrated. If the execution facilitates the cravings, the clients are satisfied. If the

execution surpasses wishes, the clients are extremely satisfied or enchanted.

Various associations are going for high fulfillment since clients who are basically satisfied still

surmise that it's easy to switch when a predominant comes. The people who are exceedingly

satisfied are significantly less arranged to switch. High fulfillment or joy makes an energetic link

with the product or the service, but not now a perceiving execution and the outcome is high

client commitment. The senior organization assumes that to a great degree satisfied or a

completely satisfied client is worth 10 times as much to the association as a satisfied client. An

astoundingly client is at risk to stay with them for various a bigger number of years and buy as

opposed to being satisfied. Fulfillment is the individual's assessments of pleasure or

disappointment coming to fruition in view of differentiating a thing's obvious regarding his or

her goals. With everything taken into account, if execution of the things organizes the wishes, the

client is said to be satisfied. As an industry phrase, Consumer devotion can be defined as the

measure of how the products and services supplied by an organization meet up or exceed the

client’s desires and wants. In an engaged business focus where business follows customers,

consumer constancy is considered as the main differentiator and logically has transformed into

an input segment of industry framework. In case execution surpasses wishes, the client is said to

be exceptionally satisfied or enchanted. In case the execution comes up short concerning wishes,

the client is said to be frustrated.

Phenomenal client administration results in more imperative client support, which consequently

achieves higher gainliness. Client reliability is a significant supporter to sensible benefit

advancement. To gain ground, an association must make overwhelming administration as the

following environment of the attachment. A reliable blend of all parts in the organization

advantage series – laborer fulfillment, regard creation, consumer loyalty, client endurance, and

advantage and improvement – interfaces all the fundamental stream of top client organization.

Various associations disregard that delightful client needs and constant regard advancement is

the principle approach to sensible improvement. This makes open entryways for new, tinier

associations to duplicate and improve what made their more prominent adversaries productive

regardless and take their clients. Affiliations' are consistently roused by holding existing

customers while focusing on non-customers. Measuring buyer reliability gives a sign of how

capable the firm is at giving organizations and/or associations to the business center.

Attributions for Successful Service:

Attributions-the clear explanations behind events – sway perspective of satisfaction moreover.

When they have astounded by an outcome, buyer tend to hunt down the reasons, and their

assessments of the reasons which can affect their satisfaction level.

Index of National Customer Satisfaction:

On account of the significance of consumer loyalty to firms and general personal satisfaction

numerous nations have a national file that measures and tracks consumer loyalty at a full scale

level. Numerous open strategy creators trust that these measures could and ought to be utilized as

instruments for assessing the strength of the country's economy, alongside customary measures

of efficiency and cost.

Consumer loyalty lists start to get at the nature of monetary yield, though more conventional

financial pointers tend to concentrate just on amount.

American Customer Satisfaction Index (ACSI):

From the University of Michigan, an expert from the National Quality Research Center created

ACSI which is a gauge of the nature of products and administrations as practiced by buyers. The

assess tracks the customer recognitions crosswise over 200 firms speaking to all major monetary

divisions, including government offices. For every organization around 250 meetings are led

with current clients. Every organization gets an ACSI score processed from its client's view of

value, quality, fulfillment, desires, protests, and future devotion.

Client Expectations of Service:

Customer Expectations are feelings about organization transport that limits as benchmarks or

reference center against which implementation is judged. Since customers differentiate their

impression of implementation and these reference centers while evaluating organization quality,

through finding out about customer goals is fundamental to organizations publicists. Grasping

what the customer expects is the first and conceivably most fundamental step in passing on

quality organization. Being off kilter about what customers need can mean expending money,

time, and diverse resources on things that don't count to the customer. Being off course can

smooth means not making due in an uncontrollably engaged business division.

Client Perceptions:

How clients see administrations, how they evaluate whether they have encountered quality

administration, and whether they are fulfilled. Customers consider organizations to be far as the

way of the organization and how satisfied they are for the most part talking with their

experiences. These customer – arranged terms – quality and satisfaction have been the focal

point of thought for executives and authorities a like over the span of the latest decade or more.

Associations today see that they can battle more sufficiently by isolating themselves with respect

to organization quality and upgraded purchaser commitment.

Fulfillment versus Service quality:

Specialists and scholars in the well known press tend to utilize the terms fulfillment and quality

conversely, however examines have endeavored to be more exact about the implications and

estimations of the two ideas, bringing about extensive verbal confrontation. Agreement is

developing that the two ideas are on a very basic level distinctive as far as their hidden causes

and results. Even though certain things are in similar manner, performance is for the most part

adage as an added extensive idea, while administration excellence and evaluation concentrate

predominantly on the capacity of administration. In light of this perspective, adage

administration excellence is a fragment of consumer allegiance.

3.2 MEASURING CUSTOMER SATISFACTION

Fulfillment is a man's feeling joy or dissatisfaction coming to fruition in light of a differentiating

saw execution regarding his or her craving. If the execution comes up short concerning their

wish, then the client is baffled and if the carrying out surpasses their longings, the client is

satisfied. On the likelihood that the implementation surpasses want, the consumer is particularly

satisfied or charmed. In today's forceful circumstance firms dependably tries to satisfy their

present client to get more clients in every regards. To meet the fancied yearning of clients,

associations needs to look at all parts of items, administrations, organizations and clearly

monetary circumstance, else they may be out of the race. Car industry has the similar

forcefulness and every organization and its system in the business is dependably functioning for

improving their terms and services.

In this way, going for consumer loyalty is the most difficult part of any association since it

demonstrates their potential and position in the business sector.

3.3 METHODS TO MEASURE CUSTOMER SATISFACTION

An organization's instruments for following and measuring Customer Satisfaction range from

primitive to the refined techniques. Organizations use taking after strategies to quantify how

much Customer Satisfaction they are making.

Lost Customer Analysis:

Organizations ought to contact clients who have quit purchasing or have changed to another

supplier to learn why this happened.

Protest and Suggestion System:

A client focused association would make it simple for its clients who convey recommendation

and grievances. Numerous eateries and inns gives from visitors to report their preferences and

aversions. A few organizations set up client hot line with without toll numbers to amplify the

simplicity with which clients can ask, make recommendations or protestations. This illuminate

activity streams give this organizations numerous smart thoughts and empower then to act all the

more quickly to determine issues.

Phantom Shopping:

Organizations can employ persons to act like potential purchasers to report their discoveries on

solid and frail focuses they encountered in purchasing the organization's and rivals item.

Consumer loyalty Survey:

An organization may not presume that it can get a full picture of consumer loyalty and

disappointment by essentially running a consistent and proposal framework. Organizations can't

utilize protestation level as a measure of consumer loyalty. Responsive organizations acquire an

immediate measure of the consumer loyalty by directing studies. They send polls or make

telephone call to arbitrary example of their late client to discover how they feel about different

parts of the organization's execution. They will request purchaser's perspective on the

contenders.

Consumer loyalty can be measured in various ways. It can be measured straightforwardly by

asking demonstrate how fulfilled you are with administration X on the accompanying scale:

• Highly Dissatisfied

• Dissatisfied

• Indifferent

• Satisfied

• Highly Satisfied

Along these lines, Respondents can be requested that too rate the amount they expected of a

specific characteristic furthermore the amount they expected it. (Determined Satisfied)

Another technique is to request that respondents list any issues they have had with the offer and

to rundown any changes they could recommend. (Issue Analysis).

At long last, organizations could solicit respondents to rate different components from the offer

as far as the significance of every component and how well the association performed every

component. (Significance, Performance rating).

The last technique helps the organization to know whether it is under – performing on imperative

components and over – performing on moderately irrelevant components. While gathering

consumer loyalty information it would be valuable requesting that extra investigation to measure

the client's repurchase expectation. This will ordinarily be far above the ground if the consumer

dependability is high. It is valuable to gauge the probability or eagerness to prescribe the

organization and brand to different persons. A high positive word or mouth score shows that the

organization is creating high consumer loyalty.

3.4 SIGNIFICANCE

The companies extensively concentrate on the intensity of fulfillment in the midst of clients for

which exploratory research is carried out to check the fulfillment intensity amid the clients of

Maruti Suzuki as their conspicuous tag line also describes as "Count on us".

Consumer faithfulness is described as "the sum of clients or the rate of overall clients, whose

encounter and contribution with a particular firm, its things, and its organization services

surpasses the guaranteed fulfillment destinations. The study generally focuses on the fulfillment

of a client to the Maruti Suzuki association for the examination of fulfillment. The example

layout taken for the study is useful for social occasion the data.

Consumer loyalty is the key component in knowing the accomplishment of any business ans in

this way it is basic to gage it and to find the segments that impact the consumer loyalty. Clients

are well on the way to welcome the items and administrations they get, gave that they are made

to feel remarkable. This happens when they feel that the items and administrations that they buy

have been incredibly made for them or for people, for example, them. Expanding hoisted

measures of consumer loyalty is crucial to a business in light of the way that satisfied purchasers

are bound to be loyal to a business.

The customer is the center of endeavoring endeavors. The advanced showcasing idea delineates

the genuine centrality of customer conduct is changing. It is the customer inclination whether

positive or negative that makes or damages the profile position of the given product or service.

The study of customer conduct takes us to the bases of why a buyer has positive or negative

inclination. The customer is a man who purchases products or services at some cost. The

achievement of an enterprise vigorously relies on upon customer satisfaction. It is the time of

customer period. Each customer knows his privilege and obligations. The relationship in the

middle of customer and dealer is extremely vital. There ought to be normal, smooth and inviting

relationship in the middle of customer and dealer. At the point when there is no warm

relationship in the middle of customer and vender, then there will be an awesome risk for the

survival of the business.

Fulfillment in like manner relies on upon the client's familiarity of both the association (the

"piece of certainty" as it is acquired industry composing) and individual results. A couple of

specialists choose a fulfilled client within the private business as "one who gets huge included

quality" to his/her principle concern—an inferring that may apply basically too to open

organizations. Consumer loyalty shifts as for the condition and the things or courses of action.

The significance of consumer loyalty has been for the most part addressed as associations

persistently attempt to review it. Consumer loyalty can be educated around a broad assortment of

circumstances and associated with both things and game plans. It is a significantly particular

evaluation that is on a very basic level impacted by client wants.

CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

Table 4.1- Showing data on Respondent’s Gender

S. No Gender Frequency Percent Valid Percent Cumulative

Percent

1 Male 72 72.0 72.0 72.0

2 Female 28 28.0 28.0 100.0

3 Total 100 100.0 100.0

Analysis: From the above table it is clear that 72 percent of respondents are Male and 28 percent

of respondents are Female in Gender.

Chart 4.1- Displaying Gender of Respondents

Interpretation: From the above pie chart it is very clear that Male is dominating in the survey

taken, as the people who visit showroom for service are generally would be male and the rest

Female are those who are part of decision making process.

Table 4.2- Showing Age group of Respondents

S. No Age group Frequency Percent Valid

Percent

Cumulative

Percent

1 18-25 17 17.0 17.0 17.0

2 25-35 48 48.0 48.0 65.0

3 35-45 13 13.0 13.0 78.0

4 Above 45 22 22.0 22.0 100.0

5 Total 100 100.0 100.0

Analysis: From the above table it is clear those respondents with 25-35 age group is dominating

more with 48 percent, followed by above 45 age group with 22 percent and then 18-25 age group

with 17 percent and finally 35-45 age group with 13 percent.

Chart 4.2- Displaying Respondent’s Age group

Interpretation: The respondents with age group of 25-35 visits Mandovi motors more as this

age group contains employees who are settled and buys car, followed by above 45 age group

people who are older and settled and depends on only that for the means of transportation.

Table 4.3- Showing data on respondent’s Income level

S. No Income level Frequency Percent Valid

Percent

Cumulative

Percent

1 1,00,000-

3,00,000

8 8.0 8.0 8.0

2 3,00,000-

6,00,000

24 24.0 24.0 32.0

3 6,00,000-

9,00,000

43 43.0 43.0 75.0

4 9,00,000-

12,00,000

12 12.0 12.0 87.0

5 Above

12,00,000

13 13.0 13.0 100.0

6 Total 100 100.0 100.0

Analysis: From the above table it is clear that respondents with income level of 3 lakhs to 9

lakhs are high with 43 percent followed by respondents with income level 3 lakhs to 6 lakhs of

24 percent, then above 12 lakhs income level respondents with 13 percent and then 9 lakhs to 12

lakhs income level respondents with 12 percent and finally respondents with income level 1 lakh

to 3 lakh of 8 percent.

Chart 4.3- Displaying Income level of respondents

Interpretation: From the above chart it is clear that a family with income group of below 12

lakhs would buy a Maruti Suzuki range cars which is clearly shown in the chart plotted.

Table 4.4- Showing Data of Car Owned by Respondents

S. No Car Owned Frequency Percent Valid

Percent

Cumulative

Percent

1 Alto 8 8.0 8.0 8.0

2 Swift Series 39 39.0 39.0 47.0

3 Wagon-R 16 16.0 16.0 63.0

4 Celerio 8 8.0 8.0 71.0

5 Ertiga 6 6.0 6.0 77.0

6 Ritz 9 9.0 9.0 86.0

7 Estilo 5 5.0 5.0 91.0

8 A-Star 4 4.0 4.0 95.0

9 Ciaz 5 5.0 5.0 100.0

10 Total 100 100.0 100.0

Analysis: From the above table it is clear that Swift series cars are leading with respect to car

owned by respondents with 39 percent and followed by Wagon R with 16 percent and the other

cars like Alto, Celerio, Ertiga, Ritz and others takes the small portion of share.

Chart 4.4- Displaying the Car owned by respondents

Interpretation: From the above chart it is clear that Swift series cars are doing well in the

market where most of the respondents to whom survey has taken own Swift car and followed by

Wagon – R where these two vehicles can be considered as golden ducks for Maruti Suzuki.

Table 4.5- Showing data on Respondent’s purchase on Mandovi Motors

S. No Purchase at

Mandovi

Frequency Percent Valid

Percent

Cumulative

Percent

1 Yes 63 63.0 63.0 63.0

2 No 37 37.0 37.0 100.0

3 Total 100 100.0 100.0

Analysis: From the above table it is clear that respondents who purchased their car from

Mandovi motors which is an authorized dealer for Maruti Suzuki is 63 percent and the rest 37

percent are respondents who didn’t purchase their car from Mandovi motors.

Chart 4.5- Displaying on Purchase at Mandovi Motors

Interpretation: From the above chart it is clear that respondents who purchased their car at

Mandovi motors choose to make their regular services at Mandovi motors itself which is by

majority of respondents with 63 percent and the rest of the respondents purchased from different

dealers but servicing is made at Mandovi motors. This might be because of location nearby or

service excellence.

Table 4.6- Showing data on Car services received from Mandovi Motors

S. No Car Services Frequency Percent Valid

Percent

Cumulative

Percent

1 One 36 36.0 36.0 36.0

2 Two 16 16.0 16.0 52.0

3 Three 19 19.0 19.0 71.0

4 Four 7 7.0 7.0 78.0

5 More than 4 22 22.0 22.0 100.0

6 Total 100 100.0 100.0

Analysis: From the above data it is clear that respondents who are visiting Mandovi motors for

the first time are high in frequency with 36 percent which is followed by those with more than 4

services as 22 percent followed by those with three services as 19 percent and two services by 16

percent and finally 7 percent by those respondents with four visits.

Chart 4.6- Displaying Frequency of Car services

Interpretation: From the above chart it is clear that the maximum of respondents are the one

time service receivers from the Mandovi motors and they are going to be future of the

organization if we handle them and provide them good service and good ambience.

Table 4.7- Showing data on Premises rating of Mandovi Motors

S. No Premises

Rating


Percent

Cumulative

Percent

1 Excellent 23 23.0 23.0 23.0

2 Good 43 43.0 43.0 66.0

3 Average 15 15.0 15.0 81.0

4 Poor 13 13.0 13.0 94.0

5 Bad 6 6.0 6.0 100.0

6 Total 100 100.0 100.0

Analysis: From the above data it is clear that 43 percent of respondents say that the premises and

ambience provided by Mandovi motors is good followed by Excellent review with 23 percent

then average with 15 percent which is followed by poor review with 13 percent and finally bad

review with 6 percent.

Chart 4.7- Displaying data on Premises and Ambience rating

Interpretation: From the above chart it is clear that those respondents who rated good review

are 43 percent which is highly dominating in the survey and respondents with excellent review

are 23 percent, here this should be taken care by the organization to convert good respondents to

Excellent for the customer retention in long time.

Table 4.8- Showing data of Satisfaction level on Staff performance at Mandovi Motors

S. No Staff

Performance


Percent

Cumulative

Percent

1 Excellent 40 40.0 40.0 40.0

2 Good 41 41.0 41.0 81.0

3 Average 16 16.0 16.0 97.0

4 Poor 3 3.0 3.0 100.0

5 Total 100 100.0 100.0

Analysis: From the above table it is clear that 41 percent of respondents have chosen good rating

followed by 40 percent with excellent rating and then 16 percent with average and finally

remaining 3 percent with poor rating.

Chart 4.8- Displaying data on Satisfaction level on Staff performance at Mandovi Motors

Interpretation: From the above chart, good rating chosen respondents and excellent are almost

same with difference of one percent here the organization has to take care with the respondents

of average with 16 percent and poor with 3 percent because the staff level should always be 100

percent else the respective training should be provided.

Table 4.9- Showing data on Satisfaction level on Prices at Mandovi Motors

S. No Prices Frequency Percent Valid

Percent

Cumulative

Percent

1 Very High 38 38.0 38.0 38.0

2 Reasonable 48 48.0 48.0 86.0

3 Low 7 7.0 7.0 93.0

4 Cheap 7 7.0 7.0 100.0

5 Total 100 100.0 100.0

Analysis: From the above table it is clear that 48 percent of respondents say prices are

reasonable at Mandovi motors and followed by 38 percent with very high and rest 14 percent

with low and cheap.

Chart 4.9- Displaying data on Satisfaction level of respondents on Prices at Mandovi

Motors

Interpretation: From the above chart, Prices for services are never been an issue for any

customer if he receives a satisfactory service. But the feeling of very high prices which is been

raised in minds of customers should be taken care with best service providing.

Table 4.10- Showing data on Satisfaction level on Demo and Information provided by staff

at Mandovi Motors

S. No Demo Frequency Percent Valid

Percent

Cumulative

Percent

1 Yes 47 47.0 47.0 47.0

2 No 43 43.0 43.0 90.0

3 Undecided 10 10.0 10.0 100.0

4 Total 100 100.0 100.0

Analysis: From the above table it is clear that 47 percent of respondents have said that they are

satisfied with the demo and information provided and 43 percent of respondents are not satisfied

and the rest of 10 percent respondents have no idea.

Chart 4.10- Displaying Satisfaction on Demo and Information provided by staff at

Mandovi Motors

Interpretation: From the above chart we can interpret that information given by the staff to the

consumers on demo or any technical issues has been satisfiable for maximum respondents but

those respondents who say No are important for the organization to take care on training to be

provided.

Table 4.11- Showing data on Satisfaction level on Service delivery at Mandovi Motors

S. No Service

Delivery


Percent

Cumulative

Percent

1 Excellent 35 35.0 35.0 35.0

2 Good 33 33.0 33.0 68.0

3 Average 8 8.0 8.0 76.0

4 Poor 14 14.0 14.0 90.0

5 Bad 10 10.0 10.0 100.0

6 Total 100 100.0 100.0

Analysis: From the above table it is clear that 35 percent of customers say service delivery is

excellent and 33 percent say good followed by 14 percent who say it is poor and 10 percent who

says it is bad and remaining 8 percent saying that it is average.

Chart 4.11 Displaying Satisfaction level on Service delivery at Mandovi Motors

Interpretation: From the above chart we can interpret that the service delivery provided at

Mandovi motors are mostly welcomed by the customers with their rating being excellent and

good but however about 32 percent customers are not completely satisfied with their service

delivery which the organization should take care to have better results.

Table 4.12- Showing data on Satisfaction level on Home pick-up Service

S. No Home pick-up

Service


Percent

Cumulative

Percent

1 Yes 86 86.0 86.0 86.0

2 No 9 9.0 9.0 95.0

3 Undecided 5 5.0 5.0 100.0

4 Total 100 100.0 100.0

Analysis: From the above table it is clear that 86 percent respondents are satisfied with the

Home pick-up service while in-contrary 9 percent respondents are not okay with this service and

the rest 5 percent haven’t tried and are undecided with this service.

Chart 4.12- Displaying Satisfaction level on Home pick-up Service

Interpretation: From the above chart it is clear that those respondents who have experienced

this home pick-up service are mostly completely satisfied and would like to prefer it again

whereas there are few respondents who are not satisfied with this service and even some are not

aware so it’s the organizations responsibility to carry out certain actions to satisfy customers in

every possible means.

Table 4.13- Showing data on Overall Satisfaction level with Maruti Suzuki

S. No Overall

Satisfaction


Percent

Cumulative

Percent

1 Excellent 60 60.0 60.0 60.0

2 Good 19 19.0 19.0 79.0

3 Average 11 11.0 11.0 90.0

4 Poor 7 7.0 7.0 97.0

5 Bad 3 3.0 3.0 100.0

6 Total 100 100.0 100.0

Analysis: From the above table it is clear that about 60 percent respondents have rated excellent

followed by 19 percent being good and 11 percent being average and the rest 10 percent being

poor and bad with respect to Maruti Suzuki.

Chart 4.13- Displaying Overall Satisfaction level with Maruti Suzuki

Interpretation: From the above chart it is clear that about more than half of the respondents are

completely satisfied with Maruti Suzuki and also there are some respondents who are not

satisfied, so it’s the company’s responsibility to improve their service and maintenance to have

better customer retention to happen.

Table 4.14- Showing data on Overall Satisfaction level on Mandovi Motors

S. No Overall

Satisfaction


Percent

Cumulative

Percent

1 Excellent 45 45.0 45.0 45.0

2 Good 23 23.0 23.0 68.0

3 Average 17 17.0 17.0 85.0

4 Poor 6 6.0 6.0 91.0

5 Bad 9 9.0 9.0 100.0

6 Total 100 100.0 100.0

Analysis: From the above table it is clear that about 68 percent of respondents have rated

excellent and good for the overall satisfaction level on Mandovi motors whereas 17 percent are

as average and the rest 15 percent being poor and bad rating by the respondents.

Chart 4.14- Displaying Overall Satisfaction level on Mandovi Motors

Interpretation: From the above chart we can interpret that Mandovi motors is having an overall

satisfaction rating as 68 percent which includes excellent and good rating from the respondents

and the remaining being average, poor and bad which the organization should take into account

and take the needy measures to stay ahead in this competitive industry.

Table showing cross table for overall satisfaction in Maruti Suzuki

and Car owned by respondents

Car owned Total

Alto Swift

series

Wagon-

R

Celerio Ertiga Ritz Estilo A Star Ciaz

Overall

Satisafaction

Excellent 2 22 11 5 5 6 2 2 5 60

Good 3 9 3 1 1 1 1 0 0 19

Average 3 2 2 1 0 1 1 1 0 11

Poor 0 5 0 1 0 1 0 0 0 7

Bad 0 1 0 0 0 0 1 1 0 3

Total 8 39 16 8 6 9 5 4 5 100

Hypothesis: H0: There is no significant relationship between overall satisfaction in Maruti

Suzuki and car owned by respondents.

H1: There is significant relationship between overall satisfaction in Maruti Suzuki and car

owned by respondents.

Table showing Chi-square test values for overall satisfaction in Maruti Suzuki

and car owned by respondents.

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 35.314a 32 .314

Likelihood Ratio 33.709 32 .385

Linear-by-Linear Association .232 1 .630

N of Valid Cases 100

RESULT:

The above said hypothesis was tested by using Chi-square test with the help of statistical

package spss20 it was tested with the level of significant the above table shows the cross

tabulation and Chi-square results. In the table the p value .314 which is greater than 0.05, i.e.

there is an evidence to accept the null hypothesis. Hence there is no significant difference

between overall satisfaction in Maruthi Suzuki and Car owned by respondents.

CHAPTER 5

FINDINGS, SUGGESTIONS & CONCLUSION

5.1 FINDINGS

With respect to Gender, there are about 72 percent of Male respondents and 28 percent of

Female respondents.

Those respondents with 25-35 age group is dominating more with 48 percent, followed

by above 45 age group with 22 percent and then 18-25 age group with 17 percent and

finally 35-45 age group with 13 percent.

Respondents with income level of 3 lakhs to 9 lakhs are high with 43 percent followed by

respondents with income level 3 lakhs to 6 lakhs of 24 percent, then above 12 lakhs

income level respondents with 13 percent and then 9 lakhs to 12 lakhs income level

respondents with 12 percent and finally respondents with income level 1 lakh to 3 lakh of

8 percent.

Swift series cars are leading with respect to car owned by respondents with 39 percent

and followed by Wagon R with 16 percent and the other cars like Alto, Celerio, Ertiga,

Ritz and others takes the small portion of share.

Respondents who purchased their car from Mandovi motors which is an authorized dealer

for Maruti Suzuki is 63 percent and the rest 37 percent are respondents who didn’t

purchase their car from Mondovi motors but from some other dealers.

Respondents who are visiting Mandovi motors for the first time are high in frequency

with 36 percent which is followed by those with more than 4 services as 22 percent

followed by those with three services as 19 percent and two services by 16 percent and

finally 7 percent by those respondents with four visits.

43 percent of respondents say that the premises and ambience provided by Mandovi

motors is good followed by excellent review with 23 percent then average with 15

percent which is followed by poor review with 13 percent and finally bad review with 6

percent.

41 percent of respondents have chosen good rating followed by 40 percent with excellent

rating and then 16 percent with average and finally remaining 3 percent with poor rating

for the staff performance at Mandovi motors.

48 percent of respondents say prices are reasonable at Mandovi motors and followed by

38 percent with very high and rest 14 percent with low and cheap.

47 percent of respondents have said that they are satisfied with the demo and information

provided whereas 43 percent of them are not satisfied and with the rest 10 percent

respondents have no idea.

35 percent of customers say service delivery is excellent and 33 percent say good

followed by 14 percent who say it is poor and 10 percent who says it is bad and

remaining 8 percent saying that it is average.

86 percent respondents are satisfied with the Home pick-up service while in-contrary 9

percent respondents are not okay with this service and the rest 5 percent haven’t tried and

are undecided with this service.

60 percent respondents have rated excellent followed by 19 percent being good and 11

percent being average and the rest 10 percent being poor and bad with respect to Maruti

Suzuki.

68 percent of respondents have rated excellent and good for the overall satisfaction level

on Mandovi motors whereas 17 percent are as average and the rest 15 percent being poor

and bad rating by the respondents.

5.2 SUGGESTIONS

Mandovi Motors can concentrate on specific angles like:

• They go for specific activities at the undertaking level like Six Sigma wherein they can

keep up and enhance the nature of the workforce in the association.

• They can go for some other information base additionally like "Merchant Management

System" wherein they can have 2 way stream of data with the client the more

successfully. They can utilize database for future contact and reference.

• They can search for more imaginative measures to do the promotions and advancement

so that to increase and attract the clients to get pulled in.

• They can propose Maruti Suzuki to offer more liberal markdown amid Festival Season

like Navratra, Dusshera, and Diwali to outfit – up their deals to much better level.

• They can go for having a quality control division which can screen all the everyday

exercises of the distinctive office and can offer criticism to individuals contingent upon

their execution.

• Skill based preparing ought to be given to have better and successful results.

5.3 CONCLUSION

Mandovi Motors says “That cost of a car is only 33% of what it costs more than its duration",

which means that maintaining and keeping up it both efficient and effective in performance

makes the other 66%. And by taking into consideration of the records value, resale quality and its

genuine expense turns out to be clear. Maruti Suzuki remains for quality as much the way things

are performed and that makes Mandovi Motors Pvt Ltd as one of the main dealers of Maruti

Suzuki cars in Bangalore. Despite rising input costs, they attempt their best to hold costs down

according to expressed by Maruti Suzuki. Their running expenses and resale qualities are superb

as well. Nothing coordinates the pleasure cars convey. Maruti Suzuki proprietors expressed that

they would prescribe the car they drive to another person. It says "You don't purchase a Maruti

Suzuki, You put resources into it". Mandovi Motors convey satisfaction on sales, item quality,

vehicle execution and performance, after-sales maintenance and service, brand picture and cost-

of-possession. Mandovi Motors have uniform pricing and great quality. They are oriented driven

organization and have more variants of car offering with greatest offers when contrasted with

different brands. They likewise offer great service and even spare parts are shabby when

contrasted with some other brand with low costs and dependable quality.

BIBLIOGRAPHY

REFERENCE BOOKS

1. J.Llian Mercer, “Great Customer Service”, Allen and Unwin Publishing, New Delhi,

2003.

2. Richard F.Gerson, “Measuring Customer Satisfaction”, Viva Books (P) Ltd, New

Delhi, 2004.

3. Rust, R.T. and Zahorik, A.J., “The value of customer satisfaction”, Working Paper,

Vanderbilt University, 1991.

REFERENCE JOURNALS

1. Anderson, G., “Customer Satisfaction and Word-of-Mouth”, Journal of Service

Research, 1 (1), 1998, pp. 5-17.

2. Glenn B. Voss, Parasuraman A., and Dhruv Grewal, “The Roles of Price,

Performance, and Expectations in Determining Satisfaction in Service Exchanges,

Journal of Marketing, Vol. 62, No.4, October 1998, pp.87-91.

3. Hallowell, Roger, “The relationships of customer satisfaction, customer loyalty, and

profitability: an empirical study”, International Journal of Service Industry

Management, Vol. 7, No. 0956-4233, February 1996, pp. 27-42.

WEBSITES

• www.google.in

• www.maruti.net

• www.mandovi.in

• www.automobile.com

• www.theacsi.org

• www.csmassociation.com

http://www.google.in/

http://www.maruti.net/

http://www.mandovi.in/

http://www.automobile.com/

http://www.theacsi.org/

http://www.csmassociation.com/

ANNEXURE

“A Study on Customer Satisfaction on Services offered at Mandovi Motors-

Authorized Maruti Suzuki Dealers”

Dear Sir/Madam

I, GOWTHAM.R a final year MBA student of New Horizon College of Engineering, Bangalore,

affiliated to Visvesvaraya Technological University (VTU) bearing USN 1NZ14MBA14 have

been doing summer project work of 10 weeks period at Mandovi Motors for the partial

fulfillment of MBA degree. A market study is also a part of project work, so I need your valuable

feedback and hereby I request you to give following candid information.

Thank you

QUESTIONNAIRE

1. Name :

2. Gender :

(a) Male

(b) Female

3. Which age group you belong to?

(a) 18-25

(b) 25-35

(c) 35-45

(d) Above 45

4. Which Income Group you belong to?

(a) 1,00,000-3,00,000

(b) 3,00,000-6,00,000

(c) 6,00,000-9,00,000

(d) 9,00,000-12,00,000

(e) Above 12, 00,000

5. Which Maruti Suzuki car do you own?

(a) Alto

(b) Swift series

(c) Wagon-R

(d) Celerio

(e) Ertiga

(f) Ritz

(g) Estilo

(h) A-Star

(i) Ciaz

(j) Others (please specify):

6. Did you purchase your Maruti Suzuki car at Mandovi Motors?

(a) Yes

(b) No

7. How many car services (free and paid) you received from Mandovi Motors?

(a) One

(b) Two

(c) Three

(d) Four

(e) More than 5 (regular service maker)

8. How do you rate the Service centre premises, Waiting hall and Ambience at Mandovi

Motors?

(a) Excellent

(b) Good

(c) Average

(d) Poor

(e) Bad

9. How do you rate Staff at Mandovi Motors on their politeness, cooperativeness and

responsiveness?

(a) Excellent

(b) Good

(c) Average

(d) Poor

(e) Bad

10. What do you feel about Prices been charged at Mandovi Motors?

(a) Very High

(b) Reasonable

(c) Low

(d) Cheap

11. Are you satisfied with the Demo or the explanation given by the Tech team while

purchasing or during servicing of Car?

(a) Yes

(b) No

(c) Undecided

12. How would you rate on Service Delivery and Spare parts availability at Mandovi

Motors?

(a) Excellent

(b) Good

(c) Average

(d) Poor

(e) Bad

13. Are you satisfied with the Home pickup and home delivery and online slot booking for

servicing system of Mandovi Motors?

(a) Yes

(b) No

(c) Undecided

14. Rate your overall satisfaction with Maruti Suzuki cars

(a) Excellent

(b) Good

(c) Average

(d) Poor

(e) Bad

15. Rate your overall satisfaction with services offered by Mandovi Motors?

(a) Excellent

(b) Good

(c) Average

(d) Poor

(e) Bad

16. Any Suggestions to improve the Services offered by Mandovi Motors:

A STUDY ON CUSTOMER SATISFACTION ON SERVICES OFFERED...

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