Maruti Popular

8/6/2019 Maruti Popular

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ANALYSIS AND INTERPRETATION


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Table: 1

Distribution showing the classification based on gender

SL

No

Gend

er

Number of

respondents

Percenta

ge1 Male 82 82

2Fema

le18 18

Total 100 100

Figure: 1

Chart showing the classification based on gender

INTERPRETATION:

It is observed from the above table and chart that 82% of the respondents

were male and 16% were female.


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Table: 2

Distribution showing the classification based on age

SL

No

AgeNumber of

respondents

Percenta

ge1 55 4 4

Total 100 100

Figure: 2

Chart showing the classification based on age

INTERPRETATION:


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were aged below 25 yrs, 55% were between 25 35 yrs, 10% were between

35 45 yrs, 13% were between 45 55 yrs and 4% were aged above 55yrs.

Table: 3

Distribution showing the classification based on occupation

SL

NoOccupation

Number of

respondents

Percenta

ge

1 Professional 46 46

2Government

Employee18 18

3 Businessman 12 12

4 Others 24 24

Total 100 100

Figure: 3

Chart showing the classification based on occupation

INTERPRETATION:


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were professionals, 18% government employees, 12% businessman and 24%

were others.

Table: 4

Distribution showing the classification based on salary

SL

No

Monthly Salary (in

rupees)

Number of

respondents

Percenta

ge

1 40000 11 11

Total 100 100

Figure: 4

Chart showing the classification based on salary

INTERPRETATION:


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were earning monthly below Rs10000, 37% between Rs10000 20000, 31%

between Rs20000 30000, 8% between Rs30000 40000 and 11% above

Rs40000.

Table: 5

Distribution showing the classification based on car variant used by the

respondents

SL

No

Car

Variant

Number of

respondents

Percenta

ge

1 Alto 39 39

2 Swift 39 39

3 Ritz 2 2

4 Others 20 20

Total 100 100

Figure: 5

Chart showing the classification based on car variant used by the

respondents


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INTERPRETATION:


were using Alto, 39% Swift, 2% Ritz and 20% others.

Table: 6

Distribution showing the classification based on the source of awareness

about Maruti Popular

SL

No

Source of

awareness

Number of

respondents

Percenta

ge

1 Advertisement 33 33

2 Friends 48 48

3 Campaign 12 12

4 Others 7 7

Total 100 100

Figure: 6

Chart showing the classification based on the source of awareness aboutMaruti Popular


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INTERPRETATION:


were aware about the after sales service at Maruti Popular throughadvertisements, 48% through friends, 12% through campaign and 7%

through others.

Table: 7

Distribution showing the classification based on the opinion about the

response provided to the customers at the Maruti Popular front office

SL

No

Front Office

Response

Number of

respondents

Percenta

ge

1 Excellent 31 31

2 Good 58 58

3 Average 11 11

4 Poor 0 0

Total 100 100

Figure: 7

Chart showing the classification based on the opinion about the response

provided to the customers at the Maruti Popular front office


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INTERPRETATION:


thought that the response provided at Maruti Popular front office was

excellent, 58% good, 11% average and 0% poor.

Table: 8

Distribution showing the classification based on the reason for preferring

Maruti Popular

SLNo

Reason forpreference

Number ofrespondents

Percentage

1 Good will 5 5

2 Better Service 85 85

3 Finance 0 0

4 Others 10 10

Total 100 100

Figure: 8

Chart showing the classification based on the reason for preferring Maruti

Popular


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INTERPRETATION:


preferred Maruti Popular for their good will, 85% for better service, 0% for

finance and 10% for others.

Table: 9

Distribution showing the classification based on the opinion about cleanliness

of the service outlets at Maruti Popular

SL

No

Cleanlin

ess

Number of

respondents

Percenta

ge

1Excellen

t19 19

2 Good 68 68

3 Average 11 11

4 Poor 2 2

Total 100 100


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Figure: 9

Chart showing the classification based on the opinion about cleanliness of

the service outlets at Maruti Popular

INTERPRETATION:


thought that the cleanliness of the service outlets were excellent, 68% good,

11% average and 2% poor.

Table: 10

Distribution showing the classification based on mode of visit arrangement

SL

NoMode

Number of

respondents

Percenta

ge

1Service

remainder41 41

2 SMS 8 8

3Appointment

call24 24

4 Direct contact 27 27


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Total 100 100

Figure: 10

Chart showing the classification based on mode of visit arrangement

INTERPRETATION:


were informed about the service visit through service remainder, 8% through

SMS, 24% through appointment call and 27% through direct contact.

Table: 11

Distribution showing the classification based on opinion regarding certain

attributes of service at Maruti Popular

SL

No Attributes

OpinionTot

alExcelle

nt

Goo

d

Avera

ge

Poo

r

1 Efficiency of appointment 30 59 11 0 100

2Courtesy and

acknowledgement21 60 19 0 100


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3 Post service follow up 18 56 26 0 100

4Problem solving skills of

employees22 60 16 2 100

Figure: 11

Chart showing the classification based on opinion regarding certain

attributes of service at Maruti Popular

INTERPRETATION:

It is observed from the above table and chart that

Table: 12

Distribution showing the classification based on opinion about customer

employee relationship at Maruti Popular

SL

No

Opinio

n

Number of

respondents

Percenta

ge

1Excelle

nt29 29

2 Good 55 55


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3Averag

e14 14

4 Poor 2 2

Total 100 100

Figure: 12

Chart showing the classification based on opinion about customer

employee relationship at Maruti Popular

INTERPRETATION:


were of the opinion that the customer employee relationship is

excellent,55% good, 14% average and 2% poor.

Table: 13

Distribution showing the classification based on opinion about delivery on

promised time

SL

NoOpinion

Number of

respondents

Percenta

ge

1 Always 52 52


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2Sometim

es46 46

3 Never 2 2

Total 100 100

Figure: 13

Chart showing the classification based on opinion about delivery on promised

time

INTERPRETATION:


were of the opinion that the vehicle had always been delivered on promised

time, 46% were sometimes and 2% were never.

Table: 14

Distribution showing the classification based on opinion about cleanliness of

vehicles after service


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SL

No

Opinio

n

Number of

respondents

Percenta

ge

1Excelle

nt23 23

2 Good 55 55

3 Fair 20 20

4 Bad 2 2

Total 100 100

Figure: 14

Chart showing the classification based on opinion about cleanliness of

vehicles after service

INTERPRETATION:


were of the opinion that the cleanliness of vehicles after service were

excellent,55% good, 20% fair and 2% bad.

Table: 15


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Distribution showing the classification based on opinion about proper

explanation of work done and labor charges incurred

SL

NoOpinion

Number of

respondents

Percenta

ge

1 Always 54 54

2Sometim

es46 46

Total 100 100

Figure: 15

Chart showing the classification based on opinion about proper explanationof work done and labor charges incurred

INTERPRETATION:


were of the opinion that proper explanation of work done and labor charges

incurred was explained always, 46% were sometimes, and 0% never.

Table: 16


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Distribution showing the classification based on the opinion regarding the

service offered at Maruti Popular is better compared to others

SL

No

Opinio

n

Number of

respondents

Percenta

ge

1 Yes 80 80

2 No 20 20

Total 100 100

Figure: 16

Chart showing the classification based on the opinion regarding the service

offered at Maruti Popular is better compared to others

INTERPRETATION:


were of the opinion that the services offered by Maruti Popular is better

compared to others and the remaining 20% were against this.

Table: 17


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Distribution showing the classification based on opinion about whether any

special facility was provided at the time of vehicle break down at Maruti

Popular

SL

NoOpinion

Number of

respondents

Percenta

ge

1 Always 39 39

2Sometim

es41 41

3 Never 20 20

Total 100 100

Figure: 17

Chart showing the classification based on opinion about whether any special

facility was provided at the time of vehicle break down at Maruti Popular

INTERPRETATION:


were of the opinion that special facility was always provided at the time of

vehicle break down, 41% were sometimes, and 20% never.


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Table: 18

Distribution showing the classification based on opinion about the service

charge at Maruti Popular

SLNo

Opinion Number ofrespondents

Percentage

1Highly

satisfied5 5

2 Satisfied 87 87

3 Dissatisfied 8 8

4Highly

dissatisfied0 0

Total 100 100

Figure: 18

Chart showing the classification based on opinion about the service charge

at Maruti Popular

INTERPRETATION:


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were highly satisfied with the service charge at Maruti Popular, 87% were

satisfied, 8% were dissatisfied and 0% was highly dissatisfied.

Table: 19

Distribution showing the classification based on capability of service staff at

Maruti Popular

SL

NoOpinion

Number of

respondents

Percenta

ge

1Strongly

agree26 26

2 Agree 60 60

3 Neutral 12 12

4 Disagree 2 2

Total 100 100

Figure: 19

Chart showing the classification based on capability of service staff at Maruti

Popular


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INTERPRETATION:


had strongly agreed that the service staff at Maruti Popular were capable of

understanding specific problems, 60% agreed, 12% were neutral and 2%

disagreed.

Table: 20

Distribution showing the classification based on problems after service at

Maruti Popular

SL

No

Opinio

n

Number of

respondents

Percenta

ge

1 Yes 6 6

2 No 94 94

Total 100 100

Figure: 20

Chart showing the classification based on problems after service at Maruti

Popular


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INTERPRETATION:

It is observed from the above table and chart that 6% of the respondents had

problems after servicing the vehicle at Maruti Popular and the remaining94% did not have any such problems.

Table: 21

Distribution showing the classification based on overall performance rating of

Maruti Popular

SL

No

OpinionNumber of

respondents

Percenta

ge

1Highly

satisfied11 11

2 Satisfied 85 85

3 Dissatisfied 4 4

4Highly

dissatisfied0 0

Total 100 100

Figure: 21

Chart showing the classification based on overall performance rating of at

Maruti Popular


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INTERPRETATION:


were highly satisfied with the overall performance of Maruti Popular, 85%

were satisfied, 4% were dissatisfied and 0% was highly dissatisfied.

Table: 22

Distribution showing the classification based on whether the respondents

had recommended Maruti Popular for service

SL

No

Opinio

n

Number of

respondents

Percenta

ge

1 Yes 88 88

2 No 12 12

total 100 100

Figure: 22

Chart showing the classification based on whether the respondents had

recommended Maruti Popular for service


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INTERPRETATION:


had recommended Maruti Popular for service and 12% had not.

Table: 23

Distribution showing the classification based on the attention level of sales

persons at Maruti Popular

SL

NoOpinion

Number of

respondents

Percenta

ge

1Highly

satisfied13 13

2 Satisfied 85 85

3 Dissatisfied 2 2

4Highly

dissatisfied0 0

Total 100 100


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Figure: 23

Chart showing the classification based on the attention level of sales persons

at Maruti Popular

INTERPRETATION:

It is observed from the above table and chart that 13% of the respondentswere highly satisfied with the attention level of sales persons at Maruti

Popular, 85% were satisfied, 2% were dissatisfied and 0% was highly

dissatisfied.

Table: 24

Distribution showing the classification based on whether Popular is the best

dealer for Maruti vehicles

SL

No

Opinio

n

Number of

respondents

Percenta

ge

1 Yes 74 74

2 No 26 26

total 100 100


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Figure: 24

Chart showing the classification based on whether Popular is the best dealer

for Maruti vehicles

INTERPRETATION:


had the opinion that Popular is the best dealer for Maruti vehicles and 26%

did not.

Table: 25

Distribution showing the classification based on the duration of solving

complaints at Maruti Popular

SLNo

Duration Number ofrespondents

Percentage

1Within 2

days56 56

2 Within 3 22 22


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days

3Within 4

days7 7

4Within 5

days 15 15

5 > 5 days 0 0

Total 100 100

Figure: 25

Chart showing the classification based on the duration of solving complaints

at Maruti Popular

INTERPRETATION:


had their complaints solved within 2 days, 22% within 3 days, 7% within 4

days and 15% within 5 days.

Table: 26

Distribution showing the classification based on the problem solving skills of

the employees at Maruti Popular

SL Opinio Number of Percenta


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No n respondents ge

1Excelle

nt22 22

2 Good 71 71

3 Fair 7 7

4 Bad 0 0

Total 100 100

Figure: 26

Chart showing the classification based on the problem solving skills of the

employees at Maruti Popular

INTERPRETATION:


were of the opinion that the problem solving skills of the employees at MarutiPopular were excellent, 71% good, 7% fair and 0% bad.

Table: 27

Distribution showing the ranking based on various factors of service at

Maruti Popular


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SLNo

FactorsWeightedAverage

Rank

1Problem Solving ability of

employees368.13 1

2 Delivery time 363.93 2

3 Relationship with customers 326.26 34 Follow up 280.13 45 Service charging 216.6 5

Figure: 27

Chart showing the ranking based on various factors of service at Maruti

Popular

INTERPRETATION:

It is observed from the above table and chart that the respondents have

ranked the various service factors in the following order

Maruti Popular

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