PROJECT REPORT ON AFTER SALES SERVICE IN MARUTI INDUS MOTORS, CALICUT

SUBMITTED TO SNES INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH, CHETHUKADAVU, KUNNAMANGALAM. IN PARTIAL FULFILMENT FOR THE AWARD OF THE MASTER OF BUSINESS ADMINISTRATION UNIVERSITY OF CALICUT

PREPARED BY NEENU.K.P

UNDER THE GUIDANCE OF

MS. SHIRIN.K. 1

DECLARATION

I, hereby declare that the project report entitled AFTER SALES SERVICE IN INDUS MOTORS, CALICUT and submitted for the award of third semester , Master of Business Administration and this report of work done by under the supervision of Ms.Shirin.K.C faculty of IMSAR.

I also declare that I have not submitted this report before for the award of any degree, diploma or any other title.

NEENU.K.P

ACKNOWLEDGEMENT

This study would be incomplete without acknowledging my sincere gratitude to those who have helped me in my efforts to make this report possible in time. Firstly I take this opportunity to express my sincere thanks and gratitude to Mr.Balakrishnan PhD, MBA our Director, for his support. I express my profound thanks and extreme gratefulness to Mr. SAHEER.P.K Deputy Sales Manager of INDUS MOTORS, for permitting me to do the project in their organization.. I also thank all other employees of INDUS MOTORS, Calicut, who have helped me to complete my project successfully. I take this opportunity to sincerely thank to my esteemed and respected faculty Ms.Shirin and Asst.Prof.Ms.Shamla for all help and words of advice. I also express my thanks to my parents, all my friends and other associates who have guided me right through my project.

NEENU.K.P

TABLE OF CONTENTS

Particulars List of tables List of charts Chapter 1 1.1 1.2 1.3 1.4 1.5 1.6 Chapter 2 2.1 Chapter 3 3.1 3.2 Chapter 4 4.1 Chapter 5 Chapter 6 Data analysis and interpretation Findings, Suggestions & Conclusion Bibliography Industry profile Company profile Review of literature Introduction Scope of the study Need and importance Objective of the study Research Methodology Limitations

Page number

LIST OF TABLES

Table No.
4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16 4.17 4.18 4.19

Title

Page No.

AGE WISE CLASSIFICATIONVICE GENDER WISE CLASSIFICATION PROFESSION AWARNESS ABOUT INDUS SERVICE QUALITY SERVICE ADVERTISERS UNDERSTANDING OVERALL QUALITY OF SERVICE COMMUNICATION DURING SERVICE COMPLAINT HANDLING LIKELINESS TO USE SERVICE PRICE TIMELY DELIVORY ATTENTION GIVEN TO MINOR COMPLAINS AFTER SALES WARRANTY

AFTER SERVICE DEFECT

PROPER SERVICE FUTER COMPLAINTS INFORMATION ABOUT NEW PRODUCT RECOMMENTATION TO OTHERS

LIST OF CHARTS

Table No.
4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16 4.17 4.18 4.19

Title

Page No.

AGE WISE CLASSIFICATIONVICE GENDER WISE CLASSIFICATION PROFESSION AWARNESS ABOUT INDUS SERVICE QUALITY SERVICE ADVERTISERS UNDERSTANDING OVERALL QUALITY OF SERVICE COMMUNICATION DURING SERVICE COMPLAINT HANDLING LIKELINESS TO USE SERVICE PRICE TIMELY DELIVORY ATTENTION GIVEN TO MINOR COMPLAINS AFTER SALES WARRANTY

AFTER SERVICE DEFECT

PROPER SERVICE FUTER COMPLAINTS INFORMATION ABOUT NEW PRODUCT RECOMMENTATION TO OTHERS

Chapter I
Introduction Scope of the study Need & Importance Objective Research methodology Limitation

1.1 INTRODUCTION

Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.[1] However, the importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, a hundred cell phone plan providers, because customer satisfaction would be way too low, and customers would easily have the option of leaving for a better contract offer. Measuring customer satisfaction Organizations need to retain existing customers while targeting non-customers.[2] Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other factors the customer, such as other products against which the customer can compare the organization's products. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 delivered SERVQUAL which provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived
8

experience of performance. This provides the researcher with a satisfaction "gap" which is semiquantitative in nature. Cronin and Taylor extended the disconfirmation theory by combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation) into a single measurement of performance relative to expectation. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement in terms of their perception and expectation of performance of the service being measured. It's a well known fact that no business can exist without customers. In the business of Website design, it's important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it's critical that you form a close working relationship with your client, customer service is of vital importance. What follows are a selection of tips that will make your clients feel valued, wanted and loved.

CUSTOMER SATISFACTION The word satisfaction comes from the Latin word satis (Enough) and faction (to do or make). These words suggest the true meaning of Satisfaction, which is fulfillment. Managerially, fulfillment usually translate to solving problem and satisfy the customer is not enough to produce high level of customer loyalty, business needs to move beyond more satisfaction, to customer delight. The Purpose Of the Business: Peter F. Drucker considered to be one of the leading management gurus in the world, believes that the purpose of business to relate and them retain the satisfied customer. Although the firm has to make the money, Drucker argues that making money is a necessity and does not a purpose. It is in fact, the end result a desirable out come of creating satisfied customer. Theodore Levitt, ha Harward Business professor, who explains by an analogy with human beings, express similar sentiment / all human have to eat to survive, but eating is not-their purpose. Further more making money does not provide a legitimate reason for society and to support the moneymaking enterprise. A society supports businesses as they survey its member by catering to their needs to
9

leave them satisfy. Dissatisfying enough customer and not only will these specific customer stop buying from the firm, but the society at large will condemn the firm and may even panelized it to the point of its extinction. In repose to such messages, co part of the corporate mission and utilizes an understanding of the customer behavior as input to all its marketing plans and decision.

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1.2 SCOPE OF THE STUDY

Customer satisfaction is the ultimate aim of any business and there by business entirely depend upon its customer for its survival and growth. So this study helps the researcher a lot to do any business in future. This project work was undertaken with a view to study the title of A STUDY ON CUSTOMER SATISFACTION OF MARUTY INDUS MOTORS AFTER SALES SERVICE. It is also aims to find out the standards and qualities that the customer expects.

From this study the preference and problem of the customer can be met. The study helps to know the necessary change in the service, features and customer feelings about service. The study will be use for the company to make changes in price. Placement and promotion activities the study was conducted by doing a survey of 50 respondents in Calicut. The results represented through tables and chart. Suggestions and conclusion are also given at the end of the report.

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1.3 OBJECTIVES OF THE STUDY

Primary objective: To undergo an in-depth study bout Maruti Indus Motors after sles service.

Secondary objective: 1. To evaluate the attitude of customers towards Indus motors servicing. 2. To rate the satisfaction level. 3. To recommend suggestions to increase customer satisfaction where as there in the areas where there is a chance of improvement.

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6. RESEARCH METHODOLOGY
Reasearch methodology refers to the systamatic method consisting of enunciating the problem, formulating hypothesis, collecting facts or data, analysing the facts and reaching certain conclusions either in the form of solutions towards the concerned problem or in certain generalisations for some thoeretical formulation.

RESEARCH PROBLEM The research needs to know about the customer satisfaction derived from the after sales service offered by Indus Motors, Calicut. There exists of high level of competition in this sector. So the company wants to know the present status of after sales service.
STATEMENT OF THE PROBLEM The study is focusing on the development of strategies for effectively carrying out the orientation training programmed. In order for that, there is a need for the clear identification of factors directly or indirectly contributing to the effectiveness of orientation training. RESEARCH DESIGN Research Design is the conceptual structure within which research is conducted. It constitutes the blueprint for collection, measurement and analysis of data. The design used for carrying out this research is Descriptive. This research design focus attention on the following a. Formulation of objective of the study b. Identify the methods of data collection c. Selecting a suitable sample by using a valid sampling technique d. Collection of data by using a reliable instrument e. Analysis and interpretation of datd f. Preperation of a detailed report

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DATA TYPE: In this research the type of data collection is Primary data Secondary data SAMPLING PLAN: It is very difficult to collect information from every member of a population .As time and costs are the major limitation that the researcher faces. A sample of 50 was taken the sample size of 50 individuals were selected on the basis of convenient sampling technique. The individuals were selected from past and existing list of the customers to form sample and data were collected from them for the research study.

ANALYSIS AND INTERPRETATION: Data collection through questionnaire resulted in availability of the desired information but these were useless until there were analyzed. Various steps required for this purpose were editing, coding and tabulating. Tabulating refers to bringing together similar data and compiling them in an accurate and meaningful manner. The data collected by Questionnaire was analyzed, interpreted with the help of table, bar chart and pie chart.

SAMPLE UNIT

The Customers of Indus Motors, Calicut are the sample unit in the survey.

SAMPLE SIZE

The sample size chosen for this study is 50

SOURCES OF DATA

Primary Data: Filling up questionnaire by past and existing customers of after sales service 14

Secondary Data: Books, newspapers, Websites, and data from company officials.

PRIMARY DATA

Primary data is the specific information collected by the person who is doing the research. It can be obtained through clinical trials, case studies, true experiments and randomized controlled studies. This information can be analyzed by other experts who may decide to test the validity of the data by repeating the same experiments.

There are many methods of collecting primary data and the main methods include:

-studies

SECONDARY DATA The secondary data are those which have already been collected by someone else and have been passed through statistical process. The secondary data for this study are already available in the firm's internal records, annual report, broaches.

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DATA COLLECTION METHOD

The data collection method used in this research is survey method. Here the data are systematically recorded from the respondents.

RESEARCH TOOL

A structured questionnaire has been prepared to get the relevant information from The respondents. The questionnaire consists of a variety of questions presented to the Respondents for their despondence. The various types of questions used in this survey Are:

STATISTICAL METHODS USED

Statistical tools used for the purpose of evaluation are chi-square analysis. Chi-square tes is conducted to find out whether there exists dependence relation between quality of service and price of service.

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LIMITATIONS OF THE STUDY

There are certain limitations. o The respondents were reluctant to give correct information. o Even though the customers gave correct information during the unstructured interview conducted, they gave positive answer while answering the questionnaire. o The investigator intended to cover only few areas of Maruti Suzuki relevant to the proposed study. o As the study was done within a limited time, investigator could not select a sufficiently large sample for the study. o The sample size fifty is very small

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Chapter 2 Review of literature

18

ChapterIII Industry Profile Company Profile

19

3.1. INDUSTRY PROFILE

The Automotive industry in the Republic of India is one of the largest in the world. It is the world's second largest manufacturer of motorcycles, with annual sales exceeding 8.5 million in 2009. India's passenger car and commercial vehicle manufacturing industry is the seventh largest in the world, with an annual production of more than 2.6 million units in 2009. In 2009, India emerged as Asia's fourth largest exporter of passenger cars, behind Japan, South Korea and Thailand. As of 2009, India is home to 40 million passenger vehicles and more than 1.5 million cars were sold in India in 2009 (an increase of 26%), making the country the second fastest growing automobile market in the world. By 2050, the country is expected to top the world in car volumes with approximately 611 million vehicles on the nation's roads. A major chunk of India's car manufacturing industry is based in and around the city of Chennai (also known as "Detroit of India"), with the Indian city accounting for 60 per cent of the country's automotive exports. Chakan corridor near Pune is an upcoming vehicular production hub with General Motors, Volkswagen/ Skoda, Mahindra and Mahindra in the process of setting up or already set up facilities The Automotive industry in India is one of the largest in the world and one of the fastest growing globally. India manufactures over 11 million 2 and 4-wheeled vehicles and exports about 1.5 million every year. It is the world's second largest manufacturer of motorcycles, with annual sales exceeding 8.5 million in 2009. India's passenger car and commercial vehicle manufacturing industry is the seventh largest in the world, with an annual production of more than 2.6 million units in 2009. In 2009, India emerged as Asia's fourth largest exporter of passenger cars, behind Japan, South Korea and Thailand. As of 2009, India is home to 40 million passenger vehicles and more than 1.5 million cars were sold in India in 2009 (an increase of 26%), making the country the second fastest growing automobile market in the world. By 2050, the country is expected to top the world in car volumes with approximately 611 million vehicles on the nation's roads. A major chunk of India's car manufacturing industry is based in and around the city of Chennai (also known as "Detroit of
20

India"), with the Indian city accounting for 60 per cent of the country's automotive exports. Chakan corridor near Pune, Maharashtra is another prominent vehicular production hub with General Motors, Volkswagen/ Skoda, Mahindra and Mahindra in the process of setting up or already set up facilities.[10][11] Halol in Gujarat, Gurgaon neighboring New Delhi, Aurangabad in Maharashtra, Kolkatta in West Bengal are some of the other automotive manufacturing regions around the country. Foreign automotive companies in India Vehicles manufactured or assembled in India

BMW India: 3 Series, 5 Series, 1 Series. Fiat India (in collaboration with Tata Motors): Grande Punto, Linea, Palio Stile. Ford India: Ford Figo, Ikon, Fiesta, Endeavour. General Motors India

Chevrolet (CSPIL): Spark, Beat, Aveo U-VA, Aveo, Optra, Cruze, Tavera.

Honda Siel: Jazz, City, Civic, Accord. Hyundai Motor India: Santro, i10, i20, Accent, Verna Transform, Sonata Transform. Mahindra Renault: Logan Maruti Suzuki: 800, Alto, WagonR, Estilo, A-star, Ritz, Swift, Swift DZire, SX4, Omni, Versa, Eeco, Gypsy, Grand Vitara

Mercedes-Benz India: C-Class, E-Class. Mitsubishi: (in collaboration with Hindustan Motors)[42]: Lancer, Lancer Cedia, Pajero Nissan Motor India: Micra.
21

Toyota Kirloskar: Corolla, Innova, Camry. Volkswagen India: Polo, Jetta, Passat.

Audi India: A4, A6, Q5. koda Auto India: Fabia, Octavia, Laura, Superb. Vehicles imported to India

Audi: A8, TT, R8, Q5, Q7. Bentley: Arnage, Azure, Brooklands, Continental GT, Continental Flying Spur, Mulsanne.

BMW: 6 Series, 7 Series, X3, X5, X6, M3, M5, M6 and Z4. Chevrolet: Captiva. Fiat: Nuova 500, Bravo. Honda: Civic Hybrid, CR-V. Jaguar: XF, XJ, XK. Lamborghini: Gallardo, Murcilago. Land Rover: Range Rover, Range Rover Sport, Discovery 4, Freelander 2. Maybach: 57 and 62. Mercedes-Benz: CL-Class, CLS-Class, S-Class, SL-Class, SLK-Class, M-Class, Viano. Mitsubishi: Montero, Outlander. Nissan: Teana, X-Trail, 370Z, Porsche: 911, Boxter, Panamera, Cayman, Cayenne. Rolls Royce: Ghost, Phantom, Phantom Coup, Phantom Drophead Coup. koda: Superb. Suzuki: Grand Vitara. Toyota: Land Cruiser, Land Cruiser Prado, Fortuner*, Prius. Volkswagen: Beetle, Touareg, Phaeton. Volvo: S60, S80, XC90.

22

Commercial Vehicle manufacturers in India

Local Brands

Ashok Leyland Force Mahindra Premier Tata

Foreign Brands

Volvo Audi BMW Mercedes-Benz

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3.2: COMPANY PROFILE

Indus Motors Pvt. Ltd. The authorized Maruti dealers has become No. 1 Dealer in India.With an all time record sale of 28447 Maruti cars in the financial year 2008-09. The No. 1 Maruti dealer in Kerala become No. 1 in India. No other Maruti dealer in India has been able to reach such heights within one year, Indus Motors Pvt. Ltd. The authorized Maruti dealers has become No. 1 Dealer in India.With an all time record sale of 26833 Maruti cars in the financial yeaThe authorized Maruti dealers has become No. 1 Dealer in India.With an all time record sale of 26833 Maruti cars in the financial year 2008-09 1 Dealer in India.With an all time record sale of 28447 Maruti cars in the financial yeaThe authorized Maruti dealers has become No. 1 Dealer in India.With an all time record sale of 28447 Maruti cars in the financial year 2008-09

Vision
Transform Indus into World Class Dealership

Mission
We will pursue the development of our financial and human resources through diversified business activities, in an ethical and socially responsible manner and in pace with the advancements of the day. We will uphold a professional code of conduct in the pursuit of our goals and are committed to taking up social responsibilities as a corporate citizen by dedicating a significant share of our productive surpluses for espousing social causes that would benefit our employees, their families and the society at large.

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V
Values and Beliefs The enduring belief that our corporate destiny is inextricably entwined with those of our employees and customers carries us towards a profitable and ethical business model.

Quality Policy Customer satisfaction through quality services achieved by through constant adherence and continual improvement in quality services and systems following P.D.C.A (Plan, Do, Check Act) technique in all our functions and actions complying with the requirements.

Major Departments

Sales Service True Value Spares Accessories Sales support ( MI, MF,EW and Autocard ) Institute MDS

Indus Services Package: We are providing a comprehensive Service Package absolutely free for vehicles purchased from Indus Motors with lot of benefit to the customer. Maruti Extended Warranty Maruti Extended Warranty has been specially devised to offer you extreme driving pleasure during the ownership of the vehicle. This program is run by Maruti Suzuki India Limited itself and hence it offers you the best protection against repairs. This policy commences at the expiry of the primary warranty period and the duration will up to w years. Benefits under
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Extended Warranty Maruti assurance Can approach any dealer in the country for warranty jobs Dealer take the warranty decision, so no delay for the customer Total peace of mind, full replacement against manufacturing defect full labour free for warranty replacement. Better resale value even if the vehicle is sold before 4 years only nominal price for exrended warranty. Maruti Genuine Accessories Maruti has introduced wide range of genuine Accessories for different models for improving comfort and appearance. Wide range of auto accessories under one roof Easy ordering from a single source. World class quality Competitive price value Proper fitment Compatibility with vehicle systems Validity of warranty

Their Profile :: 1st dealership in Calicut in 1986 2nd in Cochin in 1991 3rd in Trivandrum in 1994 4th in Muvattupuzha in 2005 5th in Royapetta, Chennai 2007 6th in Kattupakkam, Chennai 2008 6 Dealerships, 30 Workshops, 4 True Value Outlets, 2 Driving Schools No. 1 Dealer in India , Record Sale of 28447 cars

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CHAPTER IV

DATA ANALYSIS AND INTERPRETATION

27

4. DATA ANALYSIS AND INTERPRETATIONS

TABLE 4.1: AGE WISE CLASSIFICATION

Age Group Below 25 25-35 35-45 45-55 Above55

No. of respondents

10 15 12 8 5

CHART 4.1: AGEWISE CLASSIFICATION

No. of respondants
16 14 12 10 8 6 4 2 0 Below 25 25-35 35-45 45-55 Above55 No. of respondants

INTERPRETATION: Most of the respondents are between twenty five& thirty-five. TABLE 4.2: GENDER WISE CLASSIFICATION
28

No. of Gender Male Female total Respondents 38 12 50

CHART 4.2: GENDERWISE CLASSIFICATION

No. of Respondents

Male Female

INTERPRETATION: The above graph shows most of the respondents are males.

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TABLE 4.3: PROFESSION

% of Q3 Student Govt. Employee Doing own business Other 32 28

No. of

respondents respondents 18 22 9 11

26 14

CHART 4.3: PROFESSION

% of respondants
35 30 25 20 15 10 5 0 Student Govt. Employee Doing own business Other % of respondants

INTERPRETATION: Most of the respondents are doing own business.

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TABLE 4.4: AWARNESS ABOUT INDUS

% of Q News Paper Friends Relatives Sales Executive TV Others 20 10 6

No. of

respondents respondents 30 16 18 15 8 9

10 5 3

CHART 4.4: AWARNESS ABOUT INDUS

% of respondents
30 25 20 15 10 5 0 % of respondents

INTERPRETATION: Most of the respondents are induced by newspapers.

TABLE 7.5: REASON FOR BUYING

31

% of Q Low Price After Sales Service Attractive Brand Location Service Quality 18 16 28 24

No. of

respondents respondents 14 7

12

9 8 14

CHART 4.5: REASON FOR BUYING

% of respondents
30 25 20 15 10 5 0 Low Price After Sales Attractive Location Service Brand Service Quality % of respondents

INTERPRETATION: Most of the respondents buy a vehicle from Indus because of service quality.

TABLE 4.6: UNDERSTANDING OF SERVICE ADVERTISERS

32

% of Q Excellent Good Average Below avg Poor 14 8

No. of

respondents Respondents 30 24 24 15 12 12

7 4

CHART 4.6: UNDERSTANDING OF SERVICE ADVERTISERS

% of respondants
35 30 25 20 15 10 5 0 Exellent Good Average Below avg Poor % of respondants

INTERPRETATION: Most of the respondents said that the service advertisers can understand their needs when they book appointment.

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TABLE 4.7: OVERALL QUALITY OF SERVICE

% of Q Excellent Good Average Below avg Poor 14 10

No. of

respondents Respondents 42 22 12 21 11 6

7 5

CHART 4.7: OVERAALL QUALITY OF SERVICE

% of respondants
45 40 35 30 25 20 15 10 5 0 Exellent Good Average Below avg Poor

% of respondants

INTERPRETATION: Most of the customers agreed that the overall quality of service they received from Indus motors is excellent.

TABLE 4.8: COMMUNICATION DURING SERVICE

34

% of Q Excellent Good Average Below avg Poor 14 12

No. of

respondents Respondance 38 20 16 19 10 8

7 6

CHART 4.8: COMMUNICATION DURING SERVICE

% of respondants
40 35 30 25 20 15 10 5 0 Exellent Good Average Below avg Poor % of respondants

INTERPRETATION: Majority of the respondents are satisfied with the communication during services.

TABLE 4.9: COMPLAINT HANDLING

35

% of Q Excellent Good Average Below avg Poor 14 10

No. of

respondents Respondents 32 24 20 16 12 10

7 5

CHART 4.9: COMPLAINT HANDLING

% of respondants
35 30 25 20 15 10 5 0 Exellent Good Average Below avg Poor % of respondants

INTERPRETATION:

Most of the respondents said that the quality of service in Indus Motors is excellent.

TABLE 4.10: LIKELINESS OF USE IN FUTERE

36

% of Q Very likely Likely May Be Unlikely Very unlikely 10 42 16 14 18

No. of

respondents respondents

21 8 7 9

CHART 4.10: LIKELINESS OF USE IN FUTERE

% of respondents
45 40 35 30 25 20 15 10 5 0 Very likely Likely May Be Unlikely Very unlikely % of respondents

INTERPRETATION: Most of the respondents are very likely to use Indus Motors for servicing and repairs in future. .

TABLE 4.11: SERVICE PRICE

37

% of Q Highly satisfied Satisfied 28 36

No. of

respondents respondents

14 18

Indifferent Dissatisfied Highly dissatisfied

16 12

8 6

CHART 4.11: SERVICE PRICE

% of respondents
40 35 30 25 20 15 10 5 0

% of respondents

INTERPRETATION: The above analysis concludes that most of the respondents are highly satisfied with Maruti Indus Motors service price.

TABLE 4.12: TIMELY DELIVORY OF PRODUCT

38

% of Q Strongly agree Agree Nuetral Dissagree Highly disagree 8 34 24 20 14

No. of

respondents Respondents

17 12 10 7

CHART 4.12: TIMELY DELIVORY OF PRODUCT

% of respondents
35 30 25 20 15 10 5 0

% of respondents

INTERPRETATION: Majority of the customers strongly agreed that they always get their vehicle after service on promised time from Indus Motors.

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TABLE 7.13: ATTENTION GIVEN TO MINOR COMPLAINTS

% of Q Strongly agree Agree Neutral Disagree Highly disagree 8 26 24 28 14

No. of

respondents Respondents

13 12 14 7

CHART 7.13: ATTENTION GIVEN TO MINOR COMPLAINTS

% of respondents
30 25 20 15 10 5 0 % of respondents

INTERPRETATION: Most of the respondents highly agree that the attention given by Indus Motors to a minor complaint is highly satisfactory. TABLE 7.14: AFTER WARRANTY REPAIR WORK
40

% of Q Strongly agree Agree Neutral Disagree Highly disagree 16 20 24 22 18

No. of

respondents Respondents

10 12 11 9

CHART 7.14: AFTER WARRANTY REPAIR WORK

% of respondents
25 20 15 10 5 0 Strongly agree Agree Neutral Disagree Highly disagree % of respondents

INTERPRETATION: Most of the respondents agree that the repair work done after warranty period is good.

TABLE 7.15: AFTER SERVICE DEFECT

41

% of Q Strongly agree Agree Neutral Disagree Highly disagree 12 28 22 24 14

No. of

respondents Respondents

14 11 12 7

CHART 7.15: AFTER SERVICE DEFECT

% of respondents
30 25 20 15 10 5 0 % of respondents

INTERPRETATION: Most of the respondents are strongly agree that the frequency of defect found after service is very less.

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TABLE 7.16: PROPER SERVICE

% of Q Strongly agree Agree Neutral Disagree Highly disagree 8 40 22 18 12

No. of

respondents Respondents

20 11 9 6

CHART 7.16: PROPER SERVICE

% of respondents
45 40 35 30 25 20 15 10 5 0 Strongly agree Agree Nuetral Dissagree Highly disagree % of respondents

INTERPRETATION: Most of the respondents strongly agree that they never had an experience of getting back their product without proper service. TABLE 7.17: AVOID FUTER COMPLAINTS
43

% of Q Strongly agree Agree Neutral Disagree Highly disagree 8 36 24 14 18

No. of

respondents Respondents

18 12 7 9

CHART 7.17: AVOID FUTER COMPLAINTS

% of respondents
40 35 30 25 20 15 10 5 0

% of respondents

INTERPRETATION: Most of the respondents strongly agree that the repair work is not only focused on the problem area but the entire product will be monitored for avoiding future complaints. TABLE 7.18: INFORMATION ABOUT NEW PRODUCT
44

% of Q Strongly agree Agree Neutral Disagree Highly disagree 10 28 32 16 14

No. of

respondents Respondents

14 16 8 7

CHART 7.18: INFORMATION ABOUT NEW PRODUCT

% of respondents
35 30 25 20 15 10 5 0 Strongly agree Agree Nuetral Dissagree Highly disagree % of respondents

INTERPRETATION: Majority of the respondents are strongly agreed that the introduction of new product and new offers are informed to the customers. TABLE 7.19: RECOMMENT TO OTHERS
45

% of Q Very frequent Frequent Rare Very rare Never 30 34 12 16 8

No. of

respondents Respondents

15 17 6 8 4

CHART 7.19: RECOMMENT TO OTHERS

% of respondents
35 30 25 20 15 10 5 0 Very Frequent frequent Rare Very rare Never % of respondents

INTERPRETATION: Most of the respondents are very frequently likely to recommend Indus Motors to others.

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5. FINDINGS
1. As per chart no.4 most of the respondents are induced by newspapers. 2. As per chart no.5 most of the respondents buy a vehicle from Indus because of service quality.
3.

As per chart no.6 most of the respondents said that the service advertisers can understand their needs when they book appointment.

4. As per chart no.7 most of the customers agreed that the overall quality of service they received from Indus motors is excellent.

5. As per chart no.8 majority of the respondents satisfied with the communication during
services.

6. As per chart no.9 most of the respondents said that the quality of service in Indus motors is excellent.
7. As per chart no.10 most of the respondents are very likely to use Indus motors for servicing and repairs in future. . 8. As per chart no.11 most of the respondents are highly satisfied with Maruti Indus motors service price. 9. As per chart no.12 Majority of the customers strongly agreed that they always get their vehicle after service on promised time from Indus Motors.

10. As per chart no.13 most of the respondents highly agree that the attention given by indus motors to a minor complaint is highly satisfactory. 11. As per chart no.14 most of the respondents agree that the repair work done after warranty period is good. 12. As per chart no.15 most of the respondents are strongly agree that the frequency of defect found after service is very less. 13. As per chart no.16 most of the respondents strongly agree that they never had an experience of getting back their product without proper service.

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14. As per chart no.17 most of the respondents strongly agree that the repair work is not only focused on the problem area but the entire product will be monitored for avoiding future complaints. 15. As per chart no.18 majority of the respondents are strongly agreed that the introduction of new product and new offers are informed to the customers. 16. As per chart no.19 most of the respondents are very frequently likely to recommend indus motors to others.

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6. SUGGESTIONS

1. Provide more facility for complaints and suggestions regarding service. 2. Create awareness among people about the prospects of the showroom at Calicut. 3. Company can take initiative in customer relationship building programs. 4. Proper training should be given to the staff to increase the efficiency. 5. Try to increase the quality of service and reduce the price. 6. Keep good communication during service. 7. The company may try to give service facilities in holidays also for working customers

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10. CONCLUSION
The project was conducted at Maruti Indus Motors, Calicut from 50 respondents. This study was conducted to study the after sales service in Indus Motors. This study has provided me an insight into the service quality in Indus Motors. From the study it is clear that the service they provide is fairly good. This study is conducted by contacting the people who own the Maruti Suzuki Vehicles Purchased from Indus Motors. This study was undertaken for a period of three weeks. The researcher collected the necessary information using questionnaire method. The collected datas are consolidated through using t-test. The graph and table were used for representation. The responds taken from respondents were analyzed and represented by using graph and tables to achieve the objective of the study. I t was found that the majority of the customers are satisfied with the Indus Motors after sales service. The researcher has tried his best to make the study realistic and suggestive, but does not claim the findings and suggestions in the report are perfect. If time available were more the study would have been extended to a large portion of the universe, which would help the findings to be more accurate. The researcher is able to appreciate the effort taken by Indus Motors to provide excellent service to customers. The key learning from this project study is that in an extremely competitive industry the sale of high value item, the register of companys facilities and services in te mind of customers is of high importance.

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11. BIBLIOGRAPHY

1. KOTHARI.C.R; Research Methodology, New age international publishers, New Delhi, Second Edition-2004.
2. KOTLER AND AMSTRONG- PRINCIPLES OF MANAGEMENT

3. www.google.com 4. Www. Wikipedia.org 5. Www. Indus motors.org

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Questionnaire

(INDUS MOTORS, AFTER SALES SERVICE)

1. Gender : 2. Age group:

Below 25 45-55

25-35 35-45 Above 55

3. Occupation: 4. Name of your car: 5. How do you come to know about Indus Motors?

Newspaper Friends Relatives Salesexecutive TV Others

6. Why did you buy a car from Indus Motors ?

Low price Service quality

Aftersales

service

Attractive

brand

Location

7. The service advertisers understanding of your needs when you ordered the appointment

Excellent Below average

Good
Poor

Average

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8. How would you rate the service you received from Indus Motors?

Excellent Below average

Good
Poor

Average

9. Communication during service/ repair to keep you updated on progress is

Excellent Below average

Good
Poor

Average

10. Complaint handling in Indus motors

Excellent Below average

Good
Poor

Average

11. What is the likely hood of you using Indus Motors for servicing and repairs in the future

Very likely Unlikely

Likely
Very unlikely

May be

12. The price charged by the company is reasonable

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Strongly agree Agree Neutral Disagree strongly disagree

13. From Indus Motors, You always get your car after service on the promised time.

Strongly agree Agree Neutral Disagree strongly disagree

14. The attention given by them even to a minor complaint is highly satisfactory

Strongly agree Agree Neutral Disagree strongly disagree

15. The repair work done after the warranty period is found to be good.

Strongly agree Agree Neutral Disagree strongly disagree

16. The frequency of defect after service is found to be very less

Strongly agree Agree Neutral Disagree strongly disagree

17. I never had an experience of getting back my product without proper service

Strongly agree Agree Neutral Disagree strongly disagree

18. The repair work is not only focused on the problem area but the entire product will be monitored for avoiding future complaints

Strongly agree Agree Neutral Disagree strongly disagree

19. The introduction of new products and new offers are informed to the customers

Strongly agree Agree Neutral Disagree strongly disagree

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20. How likely do you recommend Indus products to others?

Verylikely likely neutral

unlikely very unlikely

21. Can you give any suggestions for improvement? _____________________________________________________________________________________ ___________________________________________

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