SUMMER TRAINING REPORT

ON
A STUDY ON CUSTOMER SATISFACTION
(WITH SPECIAL REFERENCE TO MARUTI MOTORS TRANSPORT SERVICES)

SUBMITTED IN PARTIAL FULFILLMENT

THE IIS UNIVERSITY

For the Degree of
MBA-Human Resource Management
(Department of HRM & IB)
SUBMITTED TO:Dr. SEEMA SINGH RATHORE
ADDITIONAL HEAD
DEPT. OF HRM & IB

SUBMITTED BY: SHEENAM CHUGH

MBA(HRM) SEM- III
ICG/2013/ 16055

CUSTOMER SATISFACTION
Customer Satisfaction is the buzzword
used by the business people for the
success of organization in the present
days. Due to the increase of heavy
competition in every Line it becomes
difficult for the companies to retain the
customers for longer time. So retain the
Customer for longer time the marketer has
to do only one things i.e. customer
satisfaction .If Customer is fully satisfied by
the services it not only rub the
organization successfully but also Fetch
many benefits for the company. They are
less process sensitive and they remain
customer For a longer period.

IMPORTANCE OF CUSTOMER
SATISFACTION
.To delivers excellent quality
Our core business is to deliver excellent service for
any product, at any time, at any place. We provide
worldwide door-to-door services ('old integrator') as
well as comprehensive solutions ('new integrator').
We improve our services based

.To make our customers successful

Customer satisfaction determines our Group's

success. Our customers' success is our success. We
have the best possible knowledge of customers,
markets and competitors and are therefore the
standard setters in the market.

Research Methodology
A research process consists of stages or
steps that guide the project from its
conception through the final analysis,
recommendations and ultimate actions.
The research process provides a
systematic, planned approach to the
research project and ensures that all
aspects of the research project are
consistent with each other.

Objectives of study

The study has been under taken to analyze

the customer satisfaction towards all
services of maruti motor transport company.
Objectives are:
To gather information about customer
satisfaction toward services of MMTC.
To know the customer perception about the
services provided by MMTC.
To know the customer satisfaction about the
safety and comfort provided by MMTC

To provide suggestions, in improving the

customer satisfaction and the company
sales and Profitability
To know the customer satisfaction
towards the service offers by MMTC

SCOPE OF STUDY:

The research will bring light the perception of

customers regarding the awareness and demand
of various services presently offered by MMTS
The study is limited to the customers of
SRIGANGANAGAR only.
This study will help us to understand customers,
preference and their needs, and it will help to
improve the standard of service.
It also helps to know whether the existing
products or services which they are offering are
really satisfying the customer needs

DATA COLLECTION
Data collection took place with the help of filling of
questionnaires. The questionnaire e method has
come to the more widely used and economical
means of data collection. The common factor in all
varieties of the questionnaire method is this reliance
on verbal responses to questions, written or oral. I
found it essential to make sure the questionnaire was
easy to read and understand to all spectrums of
people in the sample. It was also important as
researcher to respect the samples time and energy
hence the questionnaire was designed in such a way,
that its administration would not exceed 4-5 mines.
These questionnaires were personally administered.

SAMPLING:
This involves figuring out how many samples one
need.
The numbers of samples you need are affected by the
following factors:
Project goals
How you plan to analyze your data
How variable your data are or are likely to be
How precisely you want to measure change or trend
The number of years over which you want to detect
a trend
How many times a year you will sample each point
How much money and manpower you have

REVIEW OF LITERATURE

Estiri, Hosseini, Yazdani, and Nejad (2013) performed a

review of the set of attributes capable of being
incorporated in the measure of customer satisfaction .
Later, the possibility was posed of grouping these
attributes into dimensions of quality and testing their
reliability and validit.(5)
Ganguly and Roy (2012) studied the factors affecting
customer satisfaction in maruti motor transport
company ; Questionnaire developed to determine the
factors for customer satisfaction was distributed among
the respondents. The dimensions were identified using a
exploratory factor analysis. The paper identifies four
generic dimensions in the technology, convenience, and
technology convenience, easiness, reliability. (6)

Limitation of study

The scope of study is limited to the respondents are

selected from in and around Sriganganagar.
The project is carried out for the period of 45 days
only.
Measurement of customer satisfaction is complex
subjects, which uses non-objectives
Method, which is not reliable.
The sample unit was also 40+15 respondents.
However, maruti motor transport companies are
located in various places i.e. locally and even in the
neighboring states. Only opinion of respondents of
Sriganganagar city was considered for finding out the
opinions of respondents.

COMPANY PROFILE
Established in the year1977, we,Maruti motor
transport company, are a reputed organization engaged
in providing remarkableTransportation, Clearance &
Warehousing Services.The quality-approved services
offered by our organization are executed by our diligent
professionals with an utmost precision after proper planning
and understanding the exact requirements of offered
projects. To meet the numerous requirements of our
esteemed customers, we also offer all our services in
different technical specifications, which can also be
customized as per the customers requirements and
demands. Owing to some salient feature such as client
centric approach, timely execution and cost-effectiveness,
these services are highly appreciated by our valuable
patrons.

SERVICES PROVIDED BY
MMTS:

1)Are you a satisfied with services of

MMTS?

20%

satisfied
dissatisfied

80%

2: Customer opinions towards

services provided?
Sales
Dissatisfied

Satisfied

Neutral

Extremely satisfied

8%
28%

14%

50%

3 Customer opinions toward

Safety

10%

22%

dissatisfied
extremely satisfied

48%

neutral
satisfied

20%

FINDINGS:

MMTS has excellent percentage of

customer satisfaction according to the
data shown in table 1 of the data analysis
and Interpretation topic.
Most of the people are satisfied with its
low cost and service provided by MMTS.
If we took the satisfaction level of people
toward MMTS, it becomes good.
Its features and style satisfy for most of
the people

SUGGESTIONS:

MMTS Company has to implement good customer

relationship management strategy that enhances
customer satisfaction level.

The company can for the undertake R&D to improve the

existing feature which field help increase in the customer
satisfaction.

The company should promote about the entire feature

offered by it.

As majority of the customer give opinion that they are

satisfied with the services of the company should taken
not only maintain the existing standard but also enhance
them

CONCLUSION

MMTS has a very good market share in the state of

Rajasthan for the Services
The company is offering good services, which is reflected
on the satisfaction of the customer.
Majority of the customer are satisfied with the design of the
vehicle.
Company provided good facility of employees for his job
MMTS offers an environment for professional growth for
every employee.
MMTS offer foreign tour for who employee and dealer
achieved targets.
Young leader can take decision and implementation of new
ideas.

BIBLIOGRAPHY

BOOKS
Kothari C.R. Research Methodology Methods & Techniques, Revised
Second EDITION (New age international publishers), 2013.
Kotler Philip, Keller Lane Kvin Marketing Management.12 thEdition
Pearson Education .
Rastogi&Pandey Manpower Planning ,Educational publishers 1684,
Naisarak ,delhi.
Das Subhasish Customer Relationship Management Edition (2007)
(2010)
Peelen Ed Customer Relationship Management, Publication Pearson
Education.

Websites
www.indiaindustry.com
www.mmts.com

REFERENCES:

Estiri, Hosseini, Yazdani, and Nejad (2013) performed

a review of the set of attributes capable of being
incorporated in the measure of customer
satisfaction.
Ganguly and Roy (2012) studied the factors affecting
customer satisfaction in maruti motors transport
services.
Dutta and Basak (2008) suggested that company
should improve their recovery performance.
Ganguly.S,&Roy,S.K. (2011). Generic technologybased service quality dimensions in automobile
impact on customer satisfaction and loyalty.
International journal of service industry. 292(2),168.

THANK YOU