Winter Project Report on

CUSTOMER SATISFACTION IN AUTOMOBILE INDUSTRY

Submitted to:

Mr. Mohd. Sharif Project Supervisor

by

Md. Istiyaj Roll No. 1125670018 MBA- IV Sem. March 2013

to

MAHAMAYA TECHNICAL UNIVERSITY,NOIDA

DEPARTMENT OF MANAGEMENT STUDIES D.N.S COLLEGE OF ENGINEERING & TECHNOLOGY DIDAULI NH-24 AMROHA (U.P.)

CUSTOMER SATISFACTION IN AUTOMOBILE INDUSTRY

by
MD ISTIYAJ

MBA IV SEMESTER SUBMITTED TO DEPARTMENT OF MANAGEMENT STUDIES IN THE PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION AT THE D.N.S COLLEGE OF ENGINEERING & TECHNOLOGY MARCH 2013
The author hereby grants DNS COLLEGE OF ENGINEERING & TECHNOLOGY reproduce and to distribute publicly, paper and electronic copies of the project report in whole or in part.

Signature of student Department of Management studies March 2013

Certified by Mr. Mohd. Sharif Project Supervisor

Accepted by Mr. Mohd. Sharif Head Department of Management studies

CONTENTS
Chapter No. Title Acknowledgement Page No.

1. Introduction 2. Objective of the study 3. Scope of the study 4. Literature Review 4. Industry Profile 5. Company Profile 6. Research Methodology 7. Analysis of Data and Findings 8. Conclusion 9. Suggestions 10. Limitations Bibliography Questionnaire

1 10 12 15 48 56 70 81 97 101 103 ..... .....

ACKNOWLEDGMENT

I express my heartfelt gratitude toward Mr. Mohd. Sharif (Project Supervisor) for giving me the opportunity to do the Project Work and for providing me this learning experience in this esteemed organization.

I would like to thanks all the customers whom I met and they gave their valuable time to answer my queries. Heartiest thanks to Mr. Mohd. Sharif (H.O.D D.N.S. College of Engineering & Technology, Amroha, J.P. Nagar) and other faculty members, librarian and all other staffs of my esteemed institute for their time to time assistance.

Lastly I would express my sincere thanks to all respondents for their cooperation. I am extremely obliged and highly thankful all those who have contributed to completion of this project.

Md. Istiyaj

MBA IV Semester