Académique Documents
Professionnel Documents
Culture Documents
1.1
The topic allocated by the company Chavan Motors div(1) pvt ltd. is Comparative study
of Chavan Motors and Marutisuzuki with reference to after sales services in Pandharpur region.
The topic covered consumer needs while purchasing the vehicle and also to know the best
company to provide the after sales service.
Indian automobile industry is all set to play the same role in the Indian Economy. Indian
automobile industry is one of the most modern , growing and vibrant automobile markets. In
India, marutisuzuki is one of the leading automobile manufacturers and the market leader in four
wheelers segment, both the terms of volume of vehicles sold and revenue earned.
The project included the primary objective needs of consumer in after sales service of four
wheelers and consumers perception about sales service of four wheeler vehicles in market.
All the suggestions can directly or indirectly help the company in generating more
sales.Consumer likes best quality products on any price so company at least technology in their
products.Consumer behavior always looks somewhat extra benefits while purchasing they should
demand for affordable price for product.Company should provide reliable products and services
to their costumers.Company should target both the group low income group people want to
purchase so company should provide their needs with affordable price.
After sales service, which is in after sell all kinds of services provided from the sales
promotion to see ,after sales service itself is also a marketing tool. Follow up the stage in
tracking, sales people to take various forms of co-operation, through the after sales service to
steps to improve the enterprise prestige of products and expand the market share, improve work
efficiency and benefit of selling. After sales service, it is to point to the production enterprises,
dealers, and the products (or service ) sales to customers ,to provide consumers after a series of
the consumers and changes in the concept of consumption. Consumers in purchasing products
,not only pay attention to product entity itself, in the similar product quality and performance
similar circumstances, more importance to product after sales service .therefore enterprise in the
SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)
Page 1
1.2
OBJECTIVES OF STUDY
To understand the services awareness among the customer for their vehicle.
To know problems faced by the customer with reference to their vehicle.
To compare the after sales services provided by Tata Motors and Maruti Suzuki.
Page 2
1.3
SCOPE
This study is helpful in assessing the requirements of four wheelers buyers.
The importance of customer buying behavior needs to be understood by all the
manufacturer.
The rise in per capita income and rise of consumerism has helped four wheelers
manufacturers in introducing new models
This study reveals in-depth market analysis of what consumer needs .
This study focuses on customer needs when they purchase any car.
LIMITATIONS
Consumers were not ready to give proper answers to the interview as they were not
having time and few of them hesitating to share their opinion.
Period of project only 30 days.
The area selected for survey is limited to Pandharpur city and nearby villages.
1.4
RESEARCH METHODOLOGY
Page 3
Data collection:
Page 4
Sampling design
Sample design is the specific plan of collecting the data from the preset target people. In
this project we were supposed to collect the data from individuals who had goes to the
servicing four wheeler vehicles.
Sample size:
The sample size 50
Areas
The area of study is PANDHARPUR.
Sampling technique:
Convince Sampling:
Conducted interviews based on the convince sampling. In this type of sampling
interviewer can conduct interview anywhere he wants from the target audience so long
they fulfill the basic requirements.
.
In 2014, there were 3,695 factories producing automotive parts in all of India. The average firm
made US$6 million in annual revenue with profits close to US$400 thousand.
Automobile, self-propelled vehicle used primarily on public roads to other surfaces. Automobile
changed the world during the 20 thcentury , in the united .United States and other industrialized
nations r a n k among the leading causes of death and injury throughout the world. But for better
or worse, the 1900s can be called the age of the automobile , and cars will no doubt
continue to shape our culture and economy well into the 21st century.
SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)
Page 5
MarutiUdyog
General Motors
TVS Motors
Hero Motors
TATA Motors.
Ford Indial Ltd.
Eicher Motors
Bajaj Auto
Daewoo Motors India
Hindustan Motors
Hyundai Motors India Ltd.
Royal Enfield Motors
Telco
Dc Designs
Swarajmazda Limited.
Mahindra
Name of car such as Audi, BMW ,Chevrolet Fiat, Honda, Hyundai, Mahindra,
Page 6
vehicles could be
anybodys game in the next couple of years, with at least four car makers in the race for that
position, reports.
It was previously one of the fastest growing markets globally, but it is currently experiencing flat
or negative growth rates. In 2009, India emerged as Asia's fourth largest exporter of passenger
cars, behind Japan, South Korea, and Thailand, overtaking Thailand to become third in 2010. As
of 2010, India was home to 40 million passenger vehicles. More than 3.7 million automotive
vehicles were produced in India in 2010 (an increase of 33.9%), making India the second fastest
growing automobile market in the world (after China).
Page 7
Type
Public Ltd
Industry
Automotive
Predecessor
MarutiUdyog Limited
Founded
1981
Headquarters
New Delhi
Key People
Rc Bhargava
Page 8
Products
Automobiles
Revenue
407.65billion (US$6.1billion)(2013)
Net Income
Employees
6,903(2013)
Parent
Suzuki
Website
Www.Marutisuzuki.Com
Current Model
Model
Launched
Category
Omni
Gypsy
Zen
1984
1985
1993
Minivan
SUV
Hatchback
WagonR
1999
Hatchback
Swift
2005
Hatchback
Grand Vitara
2007
Mini SUV
DZire
2008
Sedan
Ritz
2009
Hatchback
Ertiga
2012
Mini MPV
Alto 800
2012
Hatchback
Page 9
Stingray
2013
Hatchback
Celerio
2014
Hatchback
As of 31 March 2014 Maruti Suzuki has 933 dealerships across 666 towns and cities in
all states and union territories of India. It has 3,060 service stations (inclusive of dealer
workshops and MarutAuthorised Service Stations) in 1,454 towns and cities throughout India. It
has 30 Express Service Stations on 30 National Highways across 1,436 cities in India.
Service is a major revenue generator of the company. Most of the service stations are managed
on franchise basis, where Maruti Suzuki trains the local staff. Other automobile companies have
not been able to match this benchmark set by Maruti Suzuki. The Express Service stations help
many stranded vehicles on the highways by sending across their repair man to the vehicle.
Maruti Insurance
Launched in 2002 Maruti Suzuki provides vehicle insurance to its customers with the help of the
National Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram. The
service was set up the company with the inception of two subsidiaries Maruti Insurance
Distributors Services Pvt. Ltd and Maruti Insurance Brokers Pvt. Limited.
Maruti Finance
To promote its bottom line growth, Maruti Suzuki launched Maruti Finance in January 2002.
Prior to the start of this service Maruti Suzuki had started two joint ventures Citicorp Maruti and
Maruti Countrywide with Citi Group and GE Countrywide respectively to assist its client in
securing loan. Maruti Suzuki tied up with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak
Mahindra, Standard Chartered Bank, and Sundaram to start this venture including its strategic
SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)
Page 10
MarutiTrueValue
Maruti True service offered by Maruti Suzuki to its customers. It is a market place for used
Maruti Suzuki Vehicles. One can buy, sell or exchange used Maruti Suzuki vehicles with the help
of this service in India. As of 31 March 2010 there are 342 outlets.
Maruti Accessories
Many of the auto component companies other than Maruti Suzuki started to offer components
and accessories that were compatible. This caused a serious threat and loss of revenue to Maruti
Suzuki.
Maruti
Suzuki
started
new
initiative
under
the
brand
name Maruti
GenuineAccessories to offer accessories like alloy wheels, body cover, carpets, door visors, fog
lamps, stereo systems, seat covers and other car care products. These products are sold through
dealer outlets and authorized service stations throughout India.
Page 11
The Gurgaon manufacturing facility has three fully integrated manufacturing plants and is spread
over 300 acres (1.2 km2). All three plants have an installed capacity of 350,000 vehicles annually
but productivity improvements have enabled it to manufacture 900,000 vehicles annually. The
SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)
Page 12
Accountability
Customer and product focus
Excellence
Speed
Values:
Inclusion
Integrity
Customer
Innovation
Concern for the environment
Page 13
FUTURE PLANS
MarutiSuzuki has reportedly planned well in advance about quite some future releases. The
automobile market is definitely beaming with new cars from several international car
manufactures ,especially in the small car segment. This as a result makes for tough competition
moreover the car makers are coming up with really innovative cars to beat the fuel prices and
rising costs to stay ahead in the competition. In such scenario,MarutiSuzuki the leading car
manufacturer does not want to lose its always dominant position in the Indian automobile market
and thus the future plans.
As of now, its known that marutisuzukis plan for the fresh lot includes a brand new compact
crossover based on SX4, and a next-gen small diesel car powered by 800cc engine. Apart from
the new entrants ,the automobile giant is coming up with maruti wagonR2013 with a new
refreshed look,as well as revamped Swift,which is an all-time favorite from the company.
Page 14
CEO
General
Manager
Assistant
manager
Lead
engineer
Operation
manager
Site supervisor
Outside
manager
Structural engineer
Engineer
Senior egg
Page 15
Page 16
The first-generation(199807) Tata Indicaone of the best-selling cars in the history of the Indian
automobile industry
Tata entered the commercial vehicle sector in 1954 after forming a joint venture with DaimlerBenz of Germany. After years of dominating the commercial vehicle market in India, Tata
Motors entered the passenger vehicle market in 1991 by launching the Tata Sierra, a multi utility
vehicle. Tata subsequently launched the Tata Estate (1992; a station wagon design based on the
earlier 'TataMobile' (1989), a light commercial vehicle), the Tata Sumo (1994; LCV) and the Tata
Safari (1998; India's first sports utility vehicle).
Tata launched the Indica in 1998, the first fully indigenous Indian passenger car. Although
initially criticized by auto analysts, its excellent fuel economy, powerful engine, and an
aggressive marketing strategy made it one of the best-selling cars in the history of the Indian
automobile industry. A newer version of the car, named Indica V2, was a major improvement
over the previous version and quickly became a mass favorite. Tata Motors also successfully
exported large numbers of the car to South Africa. The success of the Indica played a key role in
the growth of Tata Motors.
In 2004, Tata Motors acquired Daewoo's South Korea-based truck manufacturing unit, Daewoo
Commercial Vehicles Company, later renamed Tata DaewooOn 27 September 2004, Tata Motors
rang the opening bell at the New York Stock Exchange to mark the listing of Tata Motors.
In 2005, Tata Motors acquired a 21% controlling stake in the Spanish bus and coach
manufacturer Hispano Carrocera. Tata Motors continued its market area expansion through the
introduction of new products such as buses (Starbus and Globus, jointly developed with
subsidiary Hispano Carrocera) and trucks (Novus, jointly developed with subsidiary Tata
Daewoo).
In 2006, Tata formed a joint venture with the Brazil-based Marcopolo, Tata Marcopolo Bus, to
manufacture fully built buses and coaches.
SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)
Page 17
OPERATIONS
Page 18
Tata Ace
Tata 709 Ex
Tata 807 (Steel cabin chassis, cowl chassis, medium bus chassis, steel cabin + steel body
chassis)
Page 19
Tata Starbus (branded buses for city, intercity, school bus, and standard passenger
transportation)
Page 20
Tata Prima (the World Truck designed by Tata Motors and Tata Daewoo)
MILITARY VEHICLES
Tata 407 Troop Carrier, available in hard top, soft top, 44, and 42 versions
Page 21
Tata Xenon
CEO
General
Manager
Assistant
manager
Lead
engineer
Operation
manager
Site supervisor
Outside
manager
Structural engineer
Engineer
Senior egg
Page 22
Maruti car
Maruti 800
Alto
Swift
Omni
WagonR
Ertiga
Wstilo
Page 23
Branch
manager
Sales
department
Marketing
department
Finance
Departme
nt
In this show room there are only 08 people are working .but they are very careful about their
work job and chavan motors also provided very good working conditions of their car showroom
Page 24
Providing outstanding customer service after the sale may not only win you a customer for life,
but youll be more likely to receive customer referrals that can lead to more business.
Im always baffled at why so many sales people fail to realize this as its one of the easiest ways
to generate more sales.
If you fail to provide personal customer service to your client, the next time he needs a product
or service your company sells, hell be more inclined to look elsewhere.
It may be a clich but its true: Its easier to keep a client you have that to find a new one
Disappearing after the sale is a huge mistake. As someone who has worked on both sides of the
fence, I know how frustrating it is for the customer when the salesperson theyve built up a trust
with no longer decides theyre important enough to spend time with once the sale is closed. Or at
least they make it seem that way.
1.CustomerSatisfaction
2.CustomerLoyalty
SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)
Page 25
Currently AKL Beijings after-sales cover the entire country. Each of these 30 centers is owned;
operated and trained under one complete operating system, lead by AKLs teams at Beijing
Headquarters.
The importance of providing a window for direct face to face communications has proven vital
for the business development of AKLs partners over the years. Superior customer service
including product troubleshooting and basic repairing services has ensured both high customer
satisfaction as well as controlled after-sales service costs, completing AKLs company motto, To
Care To Understand for both companies and their customers.
After sales service refers to various processes which make sure customers are satisfied with the
products and services of the organization.
The needs and demands of the customers must be fulfilled for them to spread a positive word of mouth. In
the current scenario, positive word of mouth plays an important role in promoting brands and products.
After sales service makes sure products and services meet or surpass the expectations of the customers.
After sales service includes various activities to find out whether the customer is happy with the products
or not? After sales service is a crucial aspect of sales management and must not be ignored.
Page 26
Sales Professionals need to stay in touch with the customers even after the deal. Never ignore
their calls.
Give them the necessary support. Help them install, maintain or operate a particular product.
Sales professionals selling laptops must ensure windows are configured in the system and
customers are able to use net without any difficulty. Similarly organizations selling mobile sim
cards must ensure the number is activated immediately once the customer submits his necessary
documents.
Any product found broken or in a damaged condition must be exchanged immediately by the
sales professional. Dont harass the customers. Listen to their grievances and make them feel
comfortable.
Create a section in your organizations website where the customers can register their complaints.
Every organization should have a toll free number where the customers can call and discuss their
queries. The customer service officers should take a prompt action on the customers queries. The
problems must be resolved immediately.
Take feedback of the products and services from the customers. Feedback helps the organization
to know the customers better and incorporate the necessary changes for better customer
satisfaction.
Ask the customers to sign Annual Maintenance Contract (AMC) with your organization. AMC is
an agreement signed between the organization and the customer where the organization promises
to provide after sales services to the second party for a certain duration at nominal costs.
Page 27
The exchange policies must be transparent and in favor of the customer. The customer who comes
for an exchange should be given the same treatment as was given to him when he came for the
first time. Speak to him properly and suggest him the best alternative.
Production
The industry produced a total 1,909,327 vehicles including passenger vehicles, commercial
vehicles, three wheelers and two wheelers in April 2015 as against 1,861,874 in April 2014,
registering a marginal growth of 2.55 percent over the same month last year.
Safety Drive
The company used technology to meet customer needs and even delight them. Following
feedback that the company vehicle were more prone to theft owing to their resale value the
company worked on an anti theft immobilizer .
Complete Needs
The company effort of providing all vehicle related needs form learning to drive a four wheeler
at Maruti driving schools t four wheeler insurance extended warranty and eventually exchanging
the existing vehicle for new one under one roof at dealerships also enhances customer
satisfaction.
Page 28
TimeDilivery
MDS offers courses ranging from 2hrs to 30 hrs .Based on traning requirements and availability
of time ,customers may choose any course.
Vehicle Choices
MDS has almost all the models in its stable to offers for practical training.
Service Centers
To reach our customers ,we have built a strong sales network of 933 outlets spread over 668
towns and cities. We provide maintenance support to customers through 2946 workshops spread
over 1200 towns and cities.
Page 29
The company used technology to meet customer needs and even delight them.Following
feedback that the companys cars were more prone to theft owing to their resale value,the
company worked on an anti-theft immobilizer orI-cats system to all the cars.
The companys effort of providing all car related needs from learning to drive a car at Maruti
Suzuki to car insurance , extended warranty and eventually exchanging the existing car for a new
oneunder one roof at dealership also enhances customer satisfaction.
Maruti Suzuki has a sales network of 307 state of the art showrooms across 189 cities, with a
workforce of over 6000 trained sales personal to guide MUL customers in findings the right car.
The acquisition cost of unfortunately not the only cost customer face when buying a car.
Although a car may be affordable to buy , it may not necessarily be affordable to maintain , as
Page 30
The highest satisfaction ratings with regard to cost of ownership among all models are all maruti
Suzuki vehicles :Zen, Wagon ,Esteem.
Technological Advantage
It has introduced the superior 16x4 Hypertech engines across the entire Maruti Suzuki range.
This new technology harnesses the power of a brainy 16-bit computer to a fuel efficient 4 value
engine to create optimum engine delivery.
Tata motors Service edge will bring speedy assistance to customers when in need.
In association with My TVS ,TATA motors has launched a breakdown assistance and towing
assistance across the country accessed through a toll free helpline (1800 209 7979) and serviced
by a dedicated network of over 2,000 authorized service providers.
Rapid Repair :
Page 31
E-Service Appointments :
Through an online service appointment facility ,customers can select a time slot, date and a
leader of their choice for servicing their vehicles . Customers can also list dawn on-line job
orders based on their repairs required. Post the on-line registration ,the respective dealership
customer officer responds instantly and confirms the appointments.
Assuring value for money has consistently been a core attribute of TATA Motors products and
services. Tata Motors service Edge further strengthens it. The company has standardized and
regulated service & repair charges which are responsible across the network.
Tata motors is the only manufacturer in the industry to provide 1 year warranty on its genuine
spare parts, which are trademarked as TOP. Available across all Tata Motors dealerships , the
spare parts are competitively priced and consumers can avail of the warranty if the parts are fixed
in a Tata Motors authorized service workshop.
Page 32
Table No 1.1: Table showing the type of Maruti car owned by the respondent.
Maruti Car
Maruti800
Alto
Swift
Omni
WagonR
Ertiga
Total
No of Customer
18
07
10
09
04
01
50
Percentage
36%
14%
20%
18%
08%
4%
100%
Percentage
40%
36%
35%
30%
25%
20%
20%
15%
Percentage
18%
14%
8%
10%
4%
5%
0%
Maruti800 Alto
Swift
Page 33
Interpretation:
The above table&graph shows that 36% of respondent having Maruti 800 & remaining having
20% Swift , 18% Omni, alto 14%, Wagon R 8% and 4 % Ertiga.
Table No 1.2 :Table showing the type of TATA car owned by the respondent.
Tata Car
No Of Customer
Percentage
Tata Ace
Tata Ace Zip
Tata Super Ace
Tata Manza
Other
Total
11
07
10
18
02
50
22%
14%
20%
38%
04%
100%
Percentage
38%
22%
20%
14%
Percentage
Ta
ta
Ac
eZ
ip
Ta
ta
Su
pe
rA
ce
Ta
ta
M
an
za
the
r
4%
Ta
ta
Ac
e
40%
35%
30%
25%
20%
15%
10%
5%
0%
INTERPRETATION
Page 34
Table No 2.1 : Table Showing The Period Of Car Servicing For Maruti Suzuki
Period Of Servicing
No Of Customer
Percentage
In One Month
Once In 2 Month
05
20
10%
40%
Once In 3 Month
Once In 4 Month
10
15
20%
30%
Total
50
100%
Percentage
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
40%
30%
20%
Percentage
M
on
th
on
th
4
O
nc
e
In
3
nc
e
O
nc
e
O
In
2
In
ne
O
In
M
on
th
M
on
th
10%
Page 35
INTERPRETATION
Above table & graph ,it is observed that 40% people prefer to service their car in between2
months,30% in between 4 months,20% between 3 months,remaining 10% in one month.
Table no 2.2: Table showing the period of car servicing for Tata motors.
Period Of Servicing
In One Month
Once In 2 Month
Once In 3 Month
Once In 4 Month
Total
No Of Customer
00
30
18
02
50
Percentage
00%
60%
36%
04%
100%
Percentage
70%
60%
60%
50%
36%
40%
30%
20%
10%
th
M
on
O
nc
In
M
on
e
In
M
on
2
In
e
O
nc
In
O
ne
M
on
th
th
0%
O
nc
0%
th
4%
INTERPRETATION
Page 36
Table no 3.1 : Table showing the place of servicing Maruti Suzuki car.
Place Of Servicing
Company Car Showroom
Pvt. Garage
Total
No Of
Customer
32
18
50
Percentages
64%
36%
100%
Percentages
70%
64%
60%
50%
36%
40%
Percentages
30%
20%
10%
0%
Company Car Showroom
Pvt. Garage
INTERPRETATION
Above table &graph it clears that 64% of people using company car showroom for their car
serving & 36 % are using place of private garage for serving their car.
Page 37
Table No 3.2 : Table Showing the place of servicing Tata motors car.
Place Of Servicing
No Of
Customer
19
31
50
Percentages
38%
62%
100%
Percentages
70%
62%
60%
50%
38%
40%
Percentages
30%
20%
10%
0%
Company Car Showroom
Pvt. Garage
INTERPRETATION
Above table & graph it clears that 38% of people using company car showroom for their car
serving & 62 % are using place of private garage for serving their car.
SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)
Page 38
Response
No of customers
Percentage
Excellent
Good
Average
Poor
Total
12
20
11
07
50
24%
40%
22%
14%
100%
Percentage
45%
40%
40%
35%
30%
25%
24%
22%
20%
14%
15%
10%
5%
0%
Excellent
Good
Average
Poor
INTERPRETATION
SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)
Page 39
Response
Excellent
Good
Average
Poor
Total
No. of customers
13
17
07
03
50
Percentage
26%
34%
14%
06%
100%
Percentage
40%
34%
35%
30%
26%
25%
20%
14%
15%
10%
6%
5%
0%
Excellent
Good
Average
Poor
INTERPRETATION
Page 40
Table No. 5.1 Table shows respondents of availability of appointment to Suit Serving the
carfor Maruti Suzuki.
Response
Excellent
Good
Average
Poor
Total
No. of customers
17
19
09
05
50
Percentage
34%
38%
18%
10%
100%
Percentage
38%
40%
35%
34%
30%
25%
Percentage
18%
20%
15%
10%
10%
5%
0%
Excellent
Good
Average
Poor
INTERPRETATION
Above graph & Table shows how the availability of appointment to Suit
Serving the car For Maruti Suzuki, 34% have excellent experience , 38% have
SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)
Page 41
Table No. 5.2 Table shows the respondents of availability of appointment to Suit Serving
the carfor Tata Motors.
Response
Excellent
Good
Average
Poor
Total
No. of customers
18
20
07
05
50
Percentage
36%
40%
14%
10%
100%
Percentage
45%
40%
40%
36%
35%
30%
Percentage
25%
20%
14%
15%
10%
10%
5%
0%
Excellent
Good
Average
Poor
INTERPRETATION
SVERIs COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016)
Page 42
Table No. 6.1 : Table shows thatthe respondents of the Communication during Service/
Repair to you adapted on process for Maruti Suzuki .
Response
Excellent
Good
Average
Poor
Total
No. of customers
19
15
11
05
50
Percentage
38%
30%
22%
10%
100%
Percentage
40%
38%
35%
30%
30%
25%
22%
Percentage
20%
15%
10%
10%
5%
0%
Excellent
Good
Average
Poor
Page 43
INTERPRETATION
Above graph & table shows the respondentsof communication during Service/ Repair to
you adapted on process .It observe that 38% people have excellent experience , 30% have good ,
22% have average and 05% have poor experience
Table No. 6.2 : Table shows thatrespondents of the Communication during Service/ Repair
to you adapted on process for Tata Motors.
Response
Excellent
Good
Average
Poor
Total
No. of customers
17
17
09
07
50
Percentage
34%
34%
18%
14%
100%
Page 44
Percentage
40%
35%
34%
34%
30%
25%
Percentage
18%
20%
14%
15%
10%
5%
0%
Excellent
Good
Average
Poor
INTERPRETATION
Above graph & table showsrespondents of communication during Service/ Repair to you
adapted on process .It observe that 34% people have excellent experience , 34% have good ,
18% have average and 14% have poor experience
Table No.7.1 : Table shows respondents of the availability of spare partsfor Maruti Suzuki.
Excelle
nt
Good
Average
Poor
Total
No. of customers
20
Percentage
40%
17
10
03
50
34%
20%
06%
100%
Page 45
Percentage
45%
40%
40%
34%
35%
30%
Percentage
25%
20%
20%
15%
10%
6%
5%
0%
Excellent
Good
Average
Poor
INTERPRETATION
Above graph & table shows respondents of the time Availability of spare parts for Maruti Suzuki.
It observe that 40% people have excellent experience , 34% have good, 20% have average and
06% have poor experience.
Table No.7.2 : Table shows respondents of the availability of spare partsfor Tata Motors .
Response
Excellent
Good
Average
Poor
Total
No. of customers
16
21
07
06
50
Percentage
32%
42%
14%
12%
100%
Page 46
Percentage
45%
42%
40%
35%
32%
30%
Percentage
25%
20%
14%
15%
12%
10%
5%
0%
Excellent
Good
Average
Poor
INTERPRETATION
Above graph & table shows thatrespondents ofthe time availability of spare parts For Tata
Motors . It observed that 32% people have excellent experience , 42% have good, 14% have
average and 12% have poor experience.
Table No. 8.1 Table shows respondents of the vehicle reach at agreed time of Maruti
Suzuki .
Response
Yes
No
Total
No of Customers
38
12
50
Percentage
76%
24%
100%
Page 47
Percentage
80%
76%
70%
60%
50%
40%
30%
24%
20%
10%
0%
Yes
No
INTERPRETATION
Above graph & table shows thatrespondents of the your vehicle reach at agreed time, it observed
that 76% people agreed and 24% people are not agreed.
Table No. 8.2 Table shows respondents of the vehicle reach at agreed time of Tata Motors
Response
Yes
No
Total
No of Customers
37
13
50
Percentage
74%
26%
100%
Page 48
Percentage
80%
74%
70%
60%
50%
Percentage
40%
26%
30%
20%
10%
0%
Yes
No
INTERPRETATION
Above graph & Table shows that respondents ofthe your vehicle reach at agreed time, it
observed that 7% people agreed and 26% people are not agreed.
Table No. 9.1 Table Shows respondents of the customer service Centre Executive try to
cross sale other car accessories for Maruti Suzuki.
Response
Yes
No
Total
No of Customers
10
40
50
Percentage
20%
80%
100%
Page 49
Percentage
90%
80%
80%
70%
60%
Percentage
50%
40%
30%
20%
20%
10%
0%
Yes
No
INTERPRETATION
Above graph & Table Shows that do the customer service Centre Executive try to cross sale
other car accessories .It observe that 20% people are said yes and 80% are not .
Table No. 9.2 Table shows respondents of the customer service Centre Executive try to
cross sale other car accessories for Tata Motors.
Page 50
No of Customers
12
38
50
Percentage
24%
76%
100%
Percentage
76%
80%
70%
60%
50%
Percentage
40%
30%
24%
20%
10%
0%
Yes
No
INTERPRETATION
Above graph & Table Showsrespondents of the customer service Centre Executive try to cross
sale other car accessories .It observe that 24% people are said yes and 76% are not .
Table No 10.1 : Table shows that respondents of the pleasant / unpleasant experience at
service center For Maruti Suzuki.
Response
No of Customers
Percentage
Pleasant
Unpleasant
Total
38
12
50
76%
24%
100%
Page 51
INTERPRETATION
Above graph & table shows respondents ofthat the pleasant / unpleasant experience at service
center. It observed 76% people have pleasant experience and 24% people have unpleasant
experience at service Centre of Maruti Suzuki.
Table No 10.2 : Table shows that respondents ofthe pleasant / unpleasant experience at
service Centre for Tata Motors.
Response
No of Customers
Percentage
Pleasant
Unpleasant
Total
34
16
50
68%
32%
100%
Percentage
80%
70%
68%
60%
50%
40%
32%
30%
20%
10%
0%
Pleasant
Unpleasant
INTERPRETATION
Page 52
Table No 11.1 :Table shows respondents of that believe that better service provided by your
car manufacturer for expensive variants for MarutiSuzuki.
Response
No of Customers
Percentage
Yes
No
Total
14
36
50
28%
72%
100%
Percentage
80%
72%
70%
60%
50%
40%
30%
28%
20%
10%
0%
Yes
No
INTERPRETATION
The above graph & table shows that , respondents ofthe28 % people are believe that better
service provided by your car manufacturer for expensive variants and 72% of people are not
believe for Tata motors.
Page 53
Table No 11.2: Table shows that respondents of the believe that better service provided by
your car manufacturer for expensive variants for Tata Motors.
Response
No of Customers
Percentage
Yes
No
Total
16
34
50
32%
68%
100%
Percentage
80%
68%
70%
60%
50%
40%
32%
30%
20%
10%
0%
Yes
No
INTERPRETATION
The above graph & table shows that ,respondents ofthe 32% people are believe that better
service provided by your car manufacturer for expensive variants and 68% of people are not
believe for Tata Motors.
Table 12.1 : Table showing overall satisfaction with performance of Maruti Suzuki
Page 54
No of customer
Percentage
18
26
06
50
36%
52%
12%
100%
Percentage
60%
52%
50%
40%
36%
Percentage
30%
20%
12%
10%
0%
Fully satisfied
Partially satisfied
unsatisfied
INTERPRETATION
Above graph and table shows us that ,overall performance of its car .in that 52% of people are partially
satisfied , 36 % people are fully satisfied & 12% of unsatisfied of its overall performance of their car.
Table 12.2 : Table showing overall satisfaction with performance of Tata Motors
Satisfaction Of Performance
Fully satisfied
Partially satisfied
unsatisfied
No Of Customer
12
20
18
Percentage
24%
40%
36%
Page 55
50
100%
Percentage
45%
40%
40%
36%
35%
30%
24%
25%
20%
15%
10%
5%
0%
Fully satisfied
Partially satisfied
unsatisfied
INTERPRETATION
Above graph shows us that , overall performance of its car in that it observed that 40% of
people are partially satisfied , 36% of unsatisfied, 24 % people are fully satisfied of its overall
performance of their car.
FINDINGS
It Observe that 36% of respondent having Maruti 800 & remaining having 20% Swift ,
Page 56
It is observed that 40% people prefer to service their car in between2 months,30% in
between 4 months,20% between 3 months, remaining 10% in one month for Maruti
Suzuki.
It is observed that 60 % are take 2 month for servicing the period of car serving , 36%
people take 3 months of serving , 04% people are take 4 months for Tata Motors
It is observed that 64% of people using company car showroom for their car serving &
36 % are using place of private garage for serving their car of maruti Suzuki.
38% of people using company car showroom for their car serving & 62 % are using
place of private garage for serving their car for Tata Motors.
It observed thatcontacting service department to make appointment Maruti Suzuki is
24% people have excellent experience, 40% have good , 22% have average and 14 %
It observed that the availability of appointment to Suit Serving the car for Maruti Suzuki,
34% have excellent experience , 38% have good experience , 18% have average and 10
% people have poor experience.
It observed that the availability of appointment to Suit Serving the car For Tata Motors ,
36% have excellent experience , 40% have good experience , 14% have average and 10
The Communication during Service/ Repair to you adapted on process .It observe that
34% people have excellent experience , 34% have good , 18% have average and 14%
have poor experience in Tata Motors.
The time Availability of spare parts For Maruti Suzuki. It observe that 40% people have
excellent experience , 34% have good, 20% have average and 06% have poor
experience.
Page 57
The time Availability of spare parts For Tata Motors . It observe that 32% people have
excellent experience , 42% have good, 14% have average and 12% have poor
experience.
It observe that the vehicle reach at agreed time, which shows that 76% people agreed
and 24% people are not agreed about Maruti Suzuki.
It observe that the your vehicle reach at agreed time, which shows that 7% people agreed
and 26% people are not agreed about Tata Motors.
The customer service Centre Executive try to cross sale other car accessories .It observe
that 20% people are said yes and 80% are not for maruti Suzuki .
The customer service Centre Executive try to cross sale other car accessories .It observe
that 24% people are said yes and 76% are not for Tata Motors .
It observe that76% people have pleasant experience and 24% people have unpleasant
experience at service Centre of maruti Suzuki.
It observe that 68% people have pleasant experience and 36% people have unpleasant
experience at service Centre of Tata Motors.
It observe that , 28 % people are Believe that better service provided by your car
manufacturer for expensive variants and 72% of people are not believe for Maruti Suzuki.
It observe that the overall performance of Maruti Suzuki car 52% of people are partially
satisfied 36 % people are fully satisfied & 12% of unsatisfied of its overall performance
of their car.
It observe that the overall performance of Tata Motors 40% of people are partially
satisfied , 36% of unsatisfied, 24 % people are fully satisfied of its overall performance
of their car.
CONCLUSION
Page 58
Page 59
SUGGESTIONS
Customer are take only need constantly after sales service so company should
focus on servicing instead of selling.
Company should create new ideas to attract customer towards their servicing.
Company should provide the facility to customer like tea, mineral water during
servicing time.
Customer likes best quality cars on any price so company should add latest
technology in their product.
Page 60