Declaration

I hereby declare that the project work at Mandovi Motors Private Limited

is the original work done by me as per the requirements of the curriculum of

M.B.A. course of Bangalore University and submitted to R.K. Institute of

Management and Computer Science, Sarjapur Road, Bangalore.

Date: Fawwaz Ali

Place: : Bangalore (Reg. No. 01JPCM2013)

A Study on Customers Perception towards after sales service at Mandovi Motors Private Limited

Submitted in partial fulfillment of the requirements for the award of

degree for

Master of Business Administration

of Bangalore University

Submitted by

FAWWAZ ALIReg. No.

01JPCM 2013

Under the Guidance ofMr. MATHEW PHILIP

2002 - 2003

R.K. Institute of Management and Computer ScienceSarjapur Road, Bangalore-34

CONTENTSChapter Title Page No.

1 EXECUTIVE SUMMARY 1-6

2 INTRODUCTION 7-13

Background of the Study

Statement of the Problem

Need and Importance of the Study

Objectives of the Research

3 REVIEW OF LITERATURE 14-17

Purpose

Methodology

Conclusion

4 METHODOLOGY 18-22

Type of Research

Sampling Technique

Sample Size

Sample Description

Instrumentation Techniques

Actual Collection of Data

Tools used for Testing of Hypothesis

Other Software used for Data Analysis

5PRESENTATION AND ANALYSIS OF DATA AND INTERPRETATION

23-78

Hypothesis

Table : Presentation of Data

Conclusions from the Analysis

6 SUMMARY AND CONCLUSION 79-83

Conclusions from the Study

Implications

Suggestions

Copy of the Instrumentation Technique

Bibliography

TABLE OF CONTENTS

Table No. Title Page No.

Table - 1a Showing the types of car Customers owned 25

Table - 1bShowing the model of the car which customers owned

27

Table - 1c(i)Showing New and Second Hand cars purchased by the customers

29

Table - 1c(ii)Showing Customers Purchased new cars from these dealers

31

Table - 1dShowing Total Kms currently have on their vehicles

33

Table - 1eShowing after how many months customers get their vehicle service

35

Table - 2Showing the M.J.P.N. customers and customers from other workshops.

37

Table - 3Showing different workshops where customers go for vehicle service.

39

Table - 4a Showing awareness of Mandovi at J.P.Nagar 41

Table - 4bShowing how customers came to know about Mandovi J.P.Nagar workshop.

43

Table - 5aShowing level of customers satisfaction with their service provider.

45

Table - 5bShowing the recommendation by customers to their friends / relatives

47

Table - 5cShowing whether customers would go for consequent service

49

Table - 6Showing the rates considered by customers for after sales service.

51

Table - 7Showing the rates of staffs considered after sale service by customers

53

Table - 8 Showing the delivery of car at promised time. 55

Table - 9 Showing timing of workshops on convenient 57

Table - 10aShowing problems faced by customers after service

59

Table - 10b Showing the problems solved by customers 61

Table - 11Showing customers were greeted when they arrived at workshop first time.

63

Table - 12Showing reminders from service provider to customers for next service

65

Table - 13Showing contacts from service provider to customer after service

67

Table - 14Showing service providers attention focused on customers.

69

Table - 15Showing service provider ability to provide complete answers to customers questions.

79

Table - 16Showing fulfillment of commitments made during the service process

73

Table - 17Showing relationship between customers and service providers

75

Table - 18Showing customers expectation at Mandovi J.P.Nagar

77

GRAPHS

Table No. Title Page No.

Graph - 1a Showing the types of car Customers owned 26

Graph - 1bShowing the model of the car which customers owned

28

Graph - 1c(i)Showing New and Second Hand cars purchased by the customers

30

Graph - 1c(ii)Showing Customers Purchased new cars from these dealers

32

Graph - 1dShowing Total Kms currently have on their vehicles

34

Graph - 1eShowing after how many months customers get their vehicle service

36

Graph - 2Showing the M.J.P.N. customers and customers from other workshops.

38

Graph - 3Showing different workshops where customers go for vehicle service.

40

Graph - 4a Showing awareness of Mandovi at J.P.Nagar 42

Graph - 4bShowing how customers came to know about Mandovi J.P.Nagar workshop.

44

Graph - 5aShowing level of customers satisfaction with their service provider.

46

Graph - 5bShowing the recommendation by customers to their friends / relatives

48

Graph - 5cShowing whether customers would go for consequent service

50

Graph - 6Showing the rates considered by customers for after sales service.

52

Graph - 7Showing the rates of staffs considered after sale service by customers

54

Graph - 8 Showing the delivery of car at promised time. 56

Graph - 9 Showing timing of workshops on convenient 58

Graph - 10aShowing problems faced by customers after service

60

Graph - 10b Showing the problems solved by customers 62

Graph - 11Showing customers were greeted when they arrived at workshop first time.

64

Graph - 12Showing reminders from service provider to customers for next service

66

Graph - 13Showing contacts from service provider to customer after service

68

Graph - 14Showing service providers attention focused on customers.

70

Graph - 15Showing service provider ability to provide complete answers to customers questions.

72

Graph - 16Showing fulfillment of commitments made during the service process

74

Graph - 17Showing relationship between customers and service providers

76

Graph - 18Showing customers expectation at Mandovi J.P.Nagar

78

ACKNOWLEDGEMENT

I would like to take this opportunity to express my sincere thanks and

indebtedness to my project guide Prof. Mathew Philip for his invaluable

guidance and encouragement while planning, executing and completion of this

project work. How much I owe to his in difficult to express in words.

I have great pleasure in expressing my gratitude to the help and

cooperation that I received especially from Mr. B.V.Balakrishna, Senior GM

Operation, for having accorded me the opportunity to undertake this project.

I also take opportunity to thank our Director, Dr. P.N.Reddy for his

encouragement during the project. Again, I would like to thank all our faculties,

who have helped me in completion of my project by their invaluable guidance

and encouragement.

My special thanks are also there for all my relatives and friends, who

stood beside me and encouraged me in completing my project.

Last but not the least, I would like to thanks to all those officials of the

companies for their cooperation and help, without which I would not have

completed my study.

Date: Fawwaz Ali

Place: (Reg.No.01JPCM2013)

Certificate from the Guide

Certified that this dissertation titled "A Study on Customers

Perception towards after sales service at Mandovi Motors

Private Limited", is based on an original project study conducted

by Fawwaz Ali bearing Reg.No. 01JPCM 2013 of IV Semester MBA

under my guidance.

This dissertation has not formed the basis for the award of

any other degree / diploma by Bangalore University.

Place : Bangalore Mr. MATHEW PHILIPDate : Guide