Paresh Project Part B

7/29/2019 Paresh Project Part B

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JAGAJAMPI AUTO PVT LTD - BELGAUM

ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM1

PART-B

General introduction

Customer satisfaction:

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

relation to the buyers expectations in general;

"Satisfaction is a persons feels of pleasure or disappointment resulting

from comparing a products perceived performance (or outcome) in relation to

his/her expectations.

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

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

customer dissatisfied, highly many companies are aiming for high satisfaction,

because customers who are just satisfied still find it easy to switch when a better

oiler comes along. Those also are highly satisfied are much less ready to switch

high rates faction or delight creates unemotional bond with the brand, net just a

rational preference the result is high customer loyalty.

Buying experiments friends and associates advice and market and

competitors information and promises. If marketer raises expectations too high the

buying is likely to be disappointed.

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

encounters with the company, consulting firms Etc.


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Corporation says that in order to convert all the small encounters to customer

loyalty, companies need to create a "Brand Customer Experience".

Customer oriented thinking requires the company to define customer needs

from the customer point of view not from its own point o/view. Every 'product

involves tradeoffs and management cannot know what these are without talking

10 and researching customers. Thus, a car buyer would like a high performance

car that never breaks down that is safe, attractively styled and chief since; a l l of

them virtues cannot be confined in one candy the car

Designer must make hard chooses not on what pleases them but rather on

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

meeting the customer's need.

Why is it supremely important to satisfy to customer?Basically because

of company's sale each period comes from two groups. New-customer and

repeal customer always cost more to attract new customers than to retain

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

attraction.


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The Key to customer retention is customer satisfaction to satisfied

Customer.

Buys again Talks favorably to others about the company Pays less attention to competing brands and advertising. Buys other products from the same company

One Japanese businessman told the magazines "our a i m goes behind

satisfying the customers, our aim is to delight the customer" In fact, this is

higher the great marketers They go behind meeting the mere expectations

of the customers, when they delight a customer, the customer talks to even

more acquaintances about the one company. The delighted customers are

more effective adventurous than advertisement placed in the media. Now let

us consider what happen when the company creates a dissatisfied customer.

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

good product experience, a dissatisfied customer gripes to eleven people.

Thus, a company should be away to regularly measure customer

satisfaction. It cannot rely just on voluntary complain from customers when they

are dissatisfied. In fact, 96% of the unhappy customers never tell the company.

Companies should set up survey and suggestion systems to maximize to customers

opportunity to complain.


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The company will learn how we!! It is doing. It is also a major way for (Lie

Company to learn how to do better Listening is not enough. He company must

respond constructively in the complain of the customers who register a complain

between 54 and 70% will do business again with the organization. If the customer

feels that t h e complaint was resolved quickly. Customers who have complain to

an organization and had their complaints satisfactorily resolved tell about the

organization to fine people about the treatment they received.

When a company realizes that a loyal customer may account for a

substantially sum of revenue over the years, it seems foolish to risk losing over a

small matter,

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

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

satisfaction and loyalty, it does not have top worry even if its profits are down

in a particular year. If is on the right track satisfaction keeps falling it is on the

working track. Profit would go up or down in a particular year for many

reasons, inclosing rising controls, falling prices, major new investments and

soon. But, the ultimate sign of a healthy company Js that its customer

satisfaction index is high and keeps rising company's future profits.


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Statement of the problem

This Particular topic is chosen because customer satisfaction plays very

important role determining the success of any industry. Many Companies are

aiming for high satisfaction because consumers who are just satisfied still find it is

easy to switch when better offer comes along. Those who are highly satisfied are

much less ready to switch to other brands.

Management Problem:

Company wants to know whether the customers of Jagajampi Auto Pvt. Ltd

are satisfied with the post sales services provided by them, to improve the quality

of services.

Research Problem:

To know the impact of post sales services on customer satisfaction at

Jagajampi Auto Pvt. Ltd.

This project is aimed at analyzing the impact of post sale service on

customer satisfaction at Jagajampi Auto Pvt. Ltd for Bajaj Two Wheelers.


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Purpose of the study

To gain practical knowledge, experience and various challenges faced in the

corporate world.

It helps to improve the quality of the services to satisfy the customers. It

also helps to identify the level of customer satisfaction towards Bajaj Two

Wheelers at Jagajampi Auto Pvt.


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Scope of the study

The research was undertaken to gather information from the respondents, to

know exactly how customers are having perception towards post sale service at

Jagajampi Auto Pvt. Ltd.

The study was conducted various parts of the Belgaum City. The

information was collected through Questionnaire. The questionnaire was

administrated and collected on the spot.

The questionnaire was specifically framed keeping in mind all the aspects

and requirements that would fulfill our objectives and give us exact picture and

that would help the organization to take better decisions.

The functional scope of the study is limited to studying the customer satisfaction

level of customers of Bajaj Jagajampi dealership, Ambedkar Road, Belgaum.


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Sampling

Population: All customers of Bajaj Jagajampi dealership are considered aspopulation for the purpose of the study

Sampling Frame: Customers of Jagajampi Auto Pvt. Ltd are considered.Whole customers are divided into students and professionals/employees.

Sampling Unit: From large number of customer of Jagajampi Auto Pvt. LtdWere randomly selected from the available customer database.

Sampling Method: Random sampling survey method was adopted for the

purpose of the study.

Sampling Size: A sample of 50 was chosen for the purpose of the study.Sample consist all Bajaj Two Wheeler customers of Jagajampi Auto Pvt.

Ltd.


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Methodology

Data Collection Method

1. Primary Data: For a study of this nature of the data is primary data it iscollected through by making survey directly from the respondents.

(Questionnaire).

Following steps were taken to collect the Primary Data-

1. Interaction with the head of the department.2. Interaction with the officials and supervisors of the company.3. Interaction with the employees and the workers.4. Interaction with the customers by survey.5.

Observational study.

2. Secondary Data: This is been is collected through Jagajampi Auto Pvt. Ltds

Records and Reports, and Websites.


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Measurements tools

For the of purpose measurement technique used for survey is questionnaire

to collect information from the respondent through personal interaction.

Analytical technique:

Statistical technique used for measuring the response using SPSS software to

find out the percentage.

Limitation of Study

Since Sample size is only 50, which is not a true representative of thepopulation as a whole.

Information is partly based on secondary data and hence the authenticity of thestudy can be visualized and is measurable.

Level of accuracy of the results of research is restricted to the accuracy levelwith which the customers have given their answers and the accuracy level of

the answers cannot be predicted.


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ANALYSIS,

INTERPRETATION

OF RESULTS


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1. Which Bajaj Vehicle do you own at present?

Interpretation:

From the field survey It is observed that, 46% of respondents are using Discover Bike,

32% of respondents are using Pulsar Bike, 14% of respondents are using Platina Bike, 6% of

respondents are using Boxer Bike and remaining 2% of respondents are using Avenger Bike.

Pulsar Discover Platina Boxer Ninja Avenger

Respondents 16 23 7 3 0 1

Percentage 32% 46% 14% 6% 0% 2%

32%

46%

14%

6%

0% 2%

Pulsar Discover Platina Boxer Ninja Avenjer


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2. Are you satisfied with the Bajaj vehicle purchased at Jagajampi Auto Pvt Ltd?

Interpretation:

From the field survey, it is observed that 47% of the respondents are satisfied after

purchasing the vehicle from Jagajampi Auto, where as 25% of the respondents agree to the point

that they are completely satisfied after purchasing the vehicle from Jagajampi Auto. It is also

been observed that, some percentage of the respondents are not happy with the purchase of the

vehicle from Jagajampi Auto

25%

47%

22%

6%

0%

VehiclesCompletely satisfiedSatisfied

Neither satisfied nor Dissatisfied

Dissatisfied

Completely

Satisfied

Satisfied Neither

Satisfied nor

Dissatisfied

Dissatisfied Completely

Dissatisfied

Respondents 13 24 11 3 0

Percentage 25% 47% 22% 6% 0%


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3. Have you ever faced any problem with your Vehicle?

Interpretation:

From the field survey it is observed that, 70% of respondents have not ever faced any

problem with their Bike purchase from Jagajampi Auto. It is also been observed that, some

percentage of the respondents have faced problem with their Bike purchase from Jagajampi

Auto.

30%

70%

Chart Title

Yes No

Yes No

Respondents 15 35

Percentage 30% 70%


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4. How frequently you get your vehicle serviced?

Interpretation:

From the field survey it is observed that, 48% of respondents get their vehicles serviced

by3-6months where as 40%of respondents get their vehicles serviced by less than 3months. It is

also been observed that some percentage of respondents get their vehicles serviced has per their

requirement.

40%

48%

8% 4%

Chart Title

Less than 3month 3-6month 6-9month 9-12month

Less Than 3

Months

3-6 Months 6-9

Months

9-12 Months

Respondents 20 24 4 2

Percentage 40% 48% 8% 4%


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5. What is your opinion about after sales services provided by Jagajampi Auto

Pvt. Ltd?

Interpretation:

From the field survey it is observed that, 66% of respondents opinion is good about

after sales services provided by Jagajampi Auto Pvt. Ltd. whereas some percentage of the

respondents agree to the point that they say its excellent about after sales services provided by

4%

66%

30%

0% 0%

Chart Title

Excellent Good Fair Poor Very Poor

Excellent Good Fair Poor Very

Poor


Percentage 4% 66% 30% 0% 0%


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Jagajampi Auto. It is also been observed that, some percentage of the respondents are not happy

with after sales services provided by Jagajampi Auto Pvt.Ltd.

6. Are you satisfied with the timely delivery of Vehicle after vehicle serviceat Jagajampi Auto Pvt. Ltd?

Yes No

Respondents 47 3

Percentage 94% 6%

Interpretation:

From the field survey it is observed that, 94% of respondents are completely

satisfied with the timely delivery of vehicle after vehicle service at Jagajampi Auto. Where as

94%

6%

Chart Title

Yes No


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some percentage of respondents are not happy with the timely delivery of vehicle after vehicle

service at Jagajampi Auto.

7. How does the reception counter responds when you ask any information?

Interpretation:

From the field survey it is observed that, 84% of respondents opinion is good about the

reception counter of Jagajampi Auto responds when they ask any information. Where as some

percentage of the respondents agree to the point that they say its excellent about the reception

counter of Jagajampi Auto responds when they ask any information. It is also observed that some

4%

84%

12% 0%0%

Chart Title



Poor


Percentage 4% 84% 12% 0% 0%


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percentage of respondents are not happy about the reception counter of Jagajampi Auto responds

when they ask any information.

8. How does the Service Executive respond while asking information about

vehicle problem?

Interpretation:

From the field survey it is observed that, 70% of respondents opinion is good about

the Service Executive of Jagajampi Auto response when they are asking information about

vehicle problem. Where as some percentage of the respondents agree to the point that they say its

16%

70%

14%0% 0%

Chart Title



Poor


Percentage 16% 70% 14% 0% 0%


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excellent about the Service Executive response when they are asking information about vehicle

problem. It is also observed that some percentage of respondents are not happy about the

Service Executive response when they are asking information about vehicle problem.

9. What do you think about the cost of the service at Jagajampi Auto Pvt. Ltd?

Expensive Moderate Low

Respondents 12 38 0

Percentage 24% 76% 0%

Interpretation:

From the field survey it is observed that, 76%of respondents say that the cost of theservice at Jagajampi Auto Pvt.Ltd is moderate. Where as 24% of respondents say that the cost of

the service at Jagajampi Auto Pvt.Ltd is Expensive.

24%

76%

0%

Chart Title

Expensive Moderate Low


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10. Rate the following (after service)

Parameter Completely

Satisfied

Satisfied Neutral Dissatisfied Completely

Dissatisfied

Mileage

Price (Cost)

Comfort

Maintenance

Timely

Delivery

Free Service

Provided

After Sales

Services

Problem


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Rectification

Rate the Following Parameter

A. Mileage

Interpretation:

From the field survey it is observed that, 52% o of the respondents are satisfied with the

mileage of Bike purchased at Jagajampi Auto Pvt.Ltd. where as 22% of the respondents agree to

22%

52%

22%

2% 2%

MileageCompletely satisfied

Satisfied

Neutral

Dissatisfied

Completely

Satisfied


Dissatisfied


Percentage 22% 52% 22% 2% 2%


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the point that they are completely satisfied with the mileage of Bike purchased at Jagajampi Auto

Pvt.Ltd. And some percentage of respondents say mileage of Bike is neutral. It is also observed

that some percentage of respondents are not happy with the mileage of Bike purchased at

Jagajampi Auto Pvt.Ltd.

B. Price

Interpretation:

From the field survey it is observed that, 54% o of the respondents are satisfied with

the Price of Bike purchased at Jagajampi Auto Pvt.Ltd. where as some percentage of the

6%

54%

34%

6%0%

Price

Completely satisfied Satisfied

Neutral Dissatisfied

Completely Dissatisfied

Completely

Satisfied


Dissatisfied


Percentage 6% 54% 34% 6% 0%


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respondents agree to the point that they are completely satisfied with the Price of Bike purchased

at Jagajampi Auto Pvt.Ltd. And 34%of respondents say Price of Bike is neutral. It is also

observed that some percentage of respondents are not happy with the Price of Bike purchased at


C.Comfort

Interpretation:

From the field survey it is observed that, 63% of the respondents are satisfied with the

comfort of Bike purchased at Jagajampi Auto Pvt.Ltd. And 25% of respondents say that comfort

of Bike is neutral. Where as some percentage of the respondents agree to the point that they are

6%

63%

25%

6% 0%

ComfortCompletely satisfied

Satisfied

Neutral

Dissatisfied

Completely

Satisfied


Dissatisfied


Percentage 6% 63% 25% 6% 0%


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completely satisfied with the comfort of Bike purchased at Jagajampi Auto Pvt.Ltd. It is also

observed that some percentage of respondents are not happy with the comfort of Bike purchased

at Jagajampi Auto Pvt.Ltd.

D. Maintenance

Interpretation:

From the field survey it is observed that, 44% o of the respondents are Neutral with the

maintenance of Bike purchased at Jagajampi Auto Pvt.Ltd. And 38% of respondents are satisfied

6%

38%

44%

10% 2%

Maintenance

Completely satisfied Satisfied

Neutral Dissatisfied

Completely Dissatisfied

Completely

Satisfied


Dissatisfied


Percentage 6% 38% 44% 10% 2%


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with the maintenance of Bike. Where as some percentage of the respondents agree to the point

that they are completely satisfied with the maintenance of Bike purchased at Jagajampi Auto

Pvt.Ltd. It is also observed that some percentage of respondents are not happy with the

maintenance of Bike purchased at Jagajampi Auto Pvt.Ltd.

E. Timely Delivery

Interpretation:

From the field survey it is observed that, 64% o of the respondents say that they are

satisfied with the timely delivery of Bike purchased at Jagajampi Auto Pvt.Ltd, And 20% of the

12%

64%

20%

4% 0%

Timely DeliveryCompletely satisfied

Satisfied

Neutral

Dissatisfied

Completely

Satisfied


Dissatisfied


Percentage 12% 64% 20% 4% 0%


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respondents say that they are neutral with the timely delivery of Bike purchased at Jagajampi

Auto Pvt.Ltd. where as some percentage of respondents agree to the point that they are

completely satisfied with the timely delivery of the Bike purchased at Jagajampi Auto Pvt.Ltd. It

is also observed that some percentage of respondents are not happy with timely delivery of the

Bike purchased at Jagajampi Auto Pvt.Ltd

F. Free Service Provided

Interpretation:

12%

38%36%

10%

4%

Free Service ProvidedCompletely satisfied

Satisfied

Neutral

Dissatisfied

Completely

Satisfied


Dissatisfied


Percentage 12% 38% 36% 10% 4%


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From the field survey it is observed that, 38% of the respondents are satisfied with the

free service provided by the Jagajampi Auto. And 36% of the respondents say that free service

provide by Jagajampi Auto is neutral. where as some percentage of the respondents agree to the

point that they are completely satisfied with the free service provided by Jagajampi Auto .It is

also observed that some percentage of respondents are not happy with the free service provided

by Jagajampi Auto.

G. After Sales Services

4%

32%

58%

6%

0%

After Sales ServiceCompletely satisfied

Satisfied

Neutral

Dissatisfied

Completely

Satisfied


Dissatisfied


Percentage 4% 32% 58% 6% 0%


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Interpretation:

From the field survey it is observed that, 58% of the respondents are neutral with After

Sales Service provided by the Jagajampi Auto. Where as 32% of the respondents are satisfied

with After Sales Service provided by the Jagajampi Auto. Where as some percentage of

respondents agree to the point that they are completely satisfied with After Sales Service Provide

by Jagajampi Auto. It is also observed that some percentage of respondents are not happy with

After Sales Service Provide by Jagajampi Auto.

H. Problem Rectification

Completely

Satisfied


Dissatisfied


Percentage 0% 20% 70% 8% 2%


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Interpretation:

From the field survey it is observed that, 70% of the respondents are neutral with

Problem Rectification after Sales Service provided by the Jagajampi Auto. Where as 20% of the

respondents are satisfied with Problem Rectification after Sales Service provided by the

Jagajampi Auto. It is also observed that some percentage of respondents are not happy with

Problem Rectification After Sales Service Provide by Jagajampi Auto.

11.How do you rate the overall performance of After Sales Service atJagajampi Auto Pvt Ltd?

0%

20%

70%

8%

2%

Problem RectificationCompletely satisfied

Satisfied

Neutral

Dissatisfied


Poor


Percentage 0% 86% 14% 0% 0%


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Interpretation:

From the field survey it is observed that, 86% of respondents say

that the Over All performance of Jagajampi Auto Pvt.Ltd is good. It is also

observed that some percentages of respondents are not happy with the Over All

performance of Jagajampi Auto Pvt.Ltd.

FINDINGS:

From the field survey it is observed that, 46% of respondents areusing Discover Bike, 32% of respondents are using Pulsar Bike,

14% of respondents are using Platina Bike, 6% of respondents are

using Boxer Bike and remaining 2% of respondents are using

Avenger Bike.

From the field survey, it is observed that 47% of the respondents aresatisfied after purchasing the vehicle from Jagajampi Auto, where as


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25% of the respondents agree to the point that they are completely

satisfied after purchasing the vehicle from Jagajampi Auto. It is also

been observed that, some percentage of the respondents are not

happy with the purchase of the vehicle from Jagajampi Auto

From the field survey it is observed that, 70% of respondents havenot ever faced any problem with their Bike purchase from Jagajampi

Auto. It is also been observed that, some percentage of the

respondents have faced problem with their Bike purchase from

Jagajampi Auto.

From the field survey it is observed that, 48% of respondents gettheir vehicles serviced by3-6months where as 40%of respondents

get their vehicles serviced by less than 3months. It is also been

observed that some percentage of respondents get their vehicles

serviced has per their requirement.

From the field survey it is observed that, 66% of respondentsopinion is good about after sales services provided by Jagajampi

Auto Pvt. Ltd. whereas some percentage of the respondents agree to

the point that they say its excellent about after sales services

provided by Jagajampi Auto. It is also been observed that, some

percentage of the respondents are not happy with after sales services

provided by Jagajampi Auto Pvt.Ltd.

From the field survey it is observed that, 94% of respondents arecompletely satisfied with the timely delivery of vehicle after vehicle

service at Jagajampi Auto. Where as some percentage of


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respondents are not happy with the timely delivery of vehicle after

vehicle service at Jagajampi Auto.

From the field survey it is observed that, 84% of respondentsopinion is good about the reception counter of Jagajampi Auto

responds when they ask any information. Where as some percentage

of the respondents agree to the point that they say its excellent about

the reception counter of Jagajampi Auto responds when they ask any

information. It is also observed that some percentage of respondents

are not happy about the reception counter of Jagajampi Auto

responds when they ask any information.

From the field survey it is observed that, 70% of respondentsopinion is good about the Service Executive of Jagajampi Auto

response when they are asking information about vehicle problem.

Where as some percentage of the respondents agree to the point that

they say its excellent about the Service Executive response when

they are asking information about vehicle problem. It is also

observed that some percentage of respondents are not happy about

the Service Executive response when they are asking information

about vehicle problem.

From the field survey it is observed that, 76%of respondents say thatthe cost of the service at Jagajampi Auto Pvt.Ltd is moderate. Where

as 24% of respondents say that the cost of the service at Jagajampi

Auto Pvt.Ltd is Expensive.


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From the field survey it is observed that, 52% o of the respondentsare satisfied with the mileage of Bike purchased at Jagajampi Auto

Pvt.Ltd. where as 22% of the respondents agree to the point that they

are completely satisfied with the mileage of Bike purchased at

Jagajampi Auto Pvt.Ltd. And some percentage of respondents say

mileage of Bike is neutral. It is also observed that some percentage

of respondents are not happy with the mileage of Bike purchased at


From the field survey it is observed that, 54% o of the respondentsare satisfied with the Price of Bike purchased at Jagajampi Auto

Pvt.Ltd. where as some percentage of the respondents agree to the

point that they are completely satisfied with the Price of Bike

purchased at Jagajampi Auto Pvt.Ltd. And 34%of respondents say

Price of Bike is neutral. It is also observed that some percentage of

respondents are not happy with the Price of Bike purchased at


From the field survey it is observed that, 63% of the respondents aresatisfied with the comfort of Bike purchased at Jagajampi Auto

Pvt.Ltd. And 25% of respondents say that comfort of Bike is neutral.

Where as some percentage of the respondents agree to the point that

they are completely satisfied with the comfort of Bike purchased at

Jagajampi Auto Pvt.Ltd. It is also observed that some percentage of

respondents are not happy with the comfort of Bike purchased at



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From the field survey it is observed that, 44% o of the respondentsare Neutral with the maintenance of Bike purchased at Jagajampi

Auto Pvt.Ltd. And 38% of respondents are satisfied with the

maintenance of Bike. Where as some percentage of the respondents

agree to the point that they are completely satisfied with the

maintenance of Bike purchased at Jagajampi Auto Pvt.Ltd. It is also

observed that some percentage of respondents are not happy with the

maintenance of Bike purchased at Jagajampi Auto Pvt.Ltd.

From the field survey it is observed that, 64% o of the respondentssay that they are satisfied with the timely delivery of Bike purchased

at Jagajampi Auto Pvt.Ltd, And 20% of the respondents say that

they are neutral with the timely delivery of Bike purchased at

Jagajampi Auto Pvt.Ltd. where as some percentage of respondents

agree to the point that they are completely satisfied with the timely

delivery of the Bike purchased at Jagajampi Auto Pvt.Ltd. It is also

observed that some percentage of respondents are not happy with

timely delivery of the Bike purchased at Jagajampi Auto Pvt.Ltd.

From the field survey it is observed that, 38% of the respondents aresatisfied with the free service provided by the Jagajampi Auto. And

36% of the respondents say that free service provide by Jagajampi

Auto is neutral. where as some percentage of the respondents agree

to the point that they are completely satisfied with the free service

provided by Jagajampi Auto .It is also observed that some


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percentage of respondents are not happy with the free service

provided by Jagajampi Auto.

From the field survey it is observed that, 58% of the respondents areneutral with After Sales Service provided by the Jagajampi Auto.

Where as 32% of the respondents are satisfied with After Sales

Service provided by the Jagajampi Auto. Where as some percentage

of respondents agree to the point that they are completely satisfied

with After Sales Service Provide by Jagajampi Auto. It is also

observed that some percentage of respondents are not happy with

After Sales Service Provide by Jagajampi Auto.

From the field survey it is observed that, 70% of the respondents areneutral with Problem Rectification after Sales Service provided by

the Jagajampi Auto. Where as 20% of the respondents are satisfied

with Problem Rectification after Sales Service provided by the

Jagajampi Auto. It is also observed that some percentage of

respondents are not happy with Problem Rectification After Sales

Service Provide by Jagajampi Auto.

Around 86% of respondents are satisfied with the overallperformance of Jagajampi Auto Pvt. Ltd.

o 14% of respondents are not satisfiedo Respondents are highly satisfied.


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SUGGESTIONS:

Among the promotional attributes, the company has to concentrate more on thediscount on spare parts, free gifts, free service, timely delivery and even the

exchange offers for spare parts during guarantee period should be provided that

will enhance the customer friendly relationship.

To attract new customers it is suggested that Jagajampi Auto should maintaingood customer relationship so that customers are happy & satisfied with the

various service provided by the company time to time & Maintain customer

relationship so that customers are always loyal towards the organization and

influence others to buy from your company.

Usage of technology in servicing the vehicles will really enhance the efficiencyand the quality of the service with less time.

Effective measures should be taken for the improvement of after sale servicesi.e., the companys sales executive should keep in touch with the customers

after delivery of the vehicles and informing the customer regarding the service

due. So as to increase the customer satisfaction level.


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Effective service and attaining to complaints of customers immediately willsatisfy them, this satisfaction will act as psychological motivation, indirectly

will reflect to sales of Bajaj Two wheelers at Jagajampi Auto Pvt.Ltd.


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CONCLUSION:

In todays world customer satisfaction is very important to any

organization because customer satisfaction plays measure role in customer

retention, so Jagajampi Bajaj have to concentrate on these factors.

To overcome this problem the company should adopt effective measures and

improve after sale services i.e., the companys sales executive should keep in touch

with the customers after delivery of the vehicles and informing the customer

regarding the service due. So this helps to increase the customer satisfaction level.

Effective service and attaining to complaints of customers immediately will

satisfy them; this satisfaction will act as psychological motivation, indirectly will

reflect and increase the sales of Bajaj Two wheelers at Jagajampi Auto Pvt.Ltd.

This study has basically helped to know the expectation of customers

towards Jagajampi Bajaj. Customer needs superior & attractive services from

Jagajampi Auto. Some of the customers are satisfied with Jagajampi Auto & some

of them need improvement in the services provided by Jagajampi Auto. Like of

instance, customers feel that the service charges at Jagajampi Bajaj is expensive as

to the satisfaction level compared to local service centers & Customer handling at

workshop is also not up.


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BIBLOGRAPY

REFERANCE BOOKS

1. Tull Donald S, Hawkins Del I. Marketing Research Measurement andMethod. PHI Learning Private Limited. Sixth edition 2009. PP 329-395

2. G C Beri PP 344

INTERNET WEBSITES:

1. http://www.google.co.in/#hl=en&q=bajaj+role+in+service+delivery&oq=bajaj+role+&aq=0&aqi=g7&aql=&gs_sm=c&gs_upl=3609l9953l0l15l15l0l4l

4l0l344l2533l0.1.5.3&fp=1&biw=1345&bih=567&bav=on.2,or.r_gc.r_pw.

&cad=b. Accessed 20th Jan, 2012, (4.00PM)

2. http://www.marketing.org.au/?i=mhOLQLXYtU8=&t=jZS6ngCVPug=.Accessed 24nd Jan, 2012, (2.20pM)


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QUESTIONNAIRE


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QUESTIONNAIRE

Dear Sir/Madam

I am pleased to introduce myself PARASHARAM G. GURAV as MBA

student ofAngadi Institute Of Technology & Management, Belgaum as part of

curriculum I have undertaken research on STUDY ON IMPACT OF POST

SALES SERVICE ON CUSTOMER SATISFACTION AT J AGAJ AMPI AUTO

PVT LTD. The information provided by you will be strictly kept confidential and

used for academic purpose only.

PERSONAL INFORMATIONName: ________________________________________________ Age:

___________________

Address:

__________________________________________________________________

____

Contact no: _____________________Occupation: ____________________

Education Qualification: ______________________________________

1. Which Bajaj vehicle do you own at present?Pulsar Discover Platina Boxer Ninja

Avenger

2. Are you satisfied with the Bajaj vehicle purchased at Jagajampi Auto Pvt.Ltd?

Completely Satisfied Satisfied Neither satisfied nor

Dissatisfied


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Dissatisfied Completely Dissatisfied

3. Have you ever faced any problem with your Vehicle?Yes No

4. How frequently you get your vehicle serviced?Less Than 3 Months 3-6 Months 6-9 Months

9-12Months

5. What is your opinion about after sales services provided by Jagajampi Bajaj?Excellent Good Fair Poor Very Poor

6. Are you satisfied with the timely delivery of Vehicle After Vehicle Serviceat Jagajampi Auto Pvt.Ltd?

Yes No If No, specify the

reason__________________________

7. How does the reception counter responds when you ask any information?Excellent Good Fair Poor Very Poor

8. How does the Service Executive Respond while asking information aboutvehicle?



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9. What do you think about the cost of the service at Jagajampi Auto Pvt. Ltd?Expensive Moderate Low

10.Rate the following (After Service)Parameter Completely

Satisfied


Dissatisfied

Mileage

Price (cost)

Comfort

Maintenance

Timely

Delivery

Free Service

Provided

After Sales

Services

Problem

Rectification

11.How do you rate the overall performance of After Sales Service at JagajampiAuto Pvt. Ltd.?


Paresh Project Part B

Documents

Transcript of Paresh Project Part B