A Report On Service Quality and Customer Commitment Of EVM

Volkswagen
DINNY JOSEPH
Reg. No.52276
Thesis Supervisor
BOSE GEORGE
Assistant Professor

A Thesis
Submitted to the M. G University, Kottayam,
In partial fulfillment of the requirements for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION

MARIAN INTERNATIONAL INSTITUTE OF MANAGEMENT

Kuttikkanam, Kerala
Year 2015

DECLARATION

I hereby declare that the thesis titled A Report On Service Quality and Customer
Commitment Of EVM Volkswagen is a bonafide work done by me at Cheranalloor,
Ernakulam in partial fulfillment of the requirements for award of the degree of Master
of Business Administration under the guidance of Mr. Bose George, Assistant
Professor, Marian International Institute of Management, Kuttikkanam and of Mr.
Akhil Mohanan, Volkswagen Cheranalloor, during period from 6 April 2015 to 6
JUNE 2015. No part of this work has formed the basis for the award of any degree,
diploma or any other similar title or recognition in any other University or institution.

DINNY JOSEPH
4th Semester MBA
Reg. No.52276
Marian International Institute of Management
Kuttikkanam
Place:
Date:

CERTIFICATE OF ACCEPTANCE OF THE THESIS

I certify that I have read this project report A Report On Service Quality and
Customer Commitment Of EVM Volkswagen prepared by Mr. DINNY JOSEPH
and that in my opinion it conforms to acceptable standards of scholarly presentation
and is fully adequate, in scope and quality, as a thesis for the degree of Master of
Business Administration.

________________________
MR.BOSE GEORGE
Assistant Professor
Supervising Guide

On behalf of the Institution, I accept this thesis as partial fulfillment of the

requirements for Master of Business Administration.

________________________
Rev.Fr. P.T JOSEPH
Director
Marian International Institute of Management
Kuttikkanam, Kerala

ACKNOWLEDGEMENT

On completion of my thesis report, I feel deeply indebted to many. Let me avail this
opportunity to express my deep sense of gratitude to Mr. Bose George, Assistant
Professor, Marian International Institute of Management, for her kind guidance and
encouragement given to me during the preparation of this report.
Thankfully I express my gratitude to Mr.

Akhil

Mohanan,

Volkswagen

Cheranalloor for his help in collecting the data and valuable suggestions required
for the study.
I am thankful to all the officials of VOLKSWAGEN for providing a good environment
that helped me to complete this study within the specified time.
I take this opportunity to extend my gratitude to my parents and other family
members for their encouragement on completing this work.
My sincere thanks to the God almighty for showering all the blessings to complete
this work.

DINNY JOSEPH

TABLE OF CONTENTS
CHAPTER NO
CHAPTER 1

LIST OF CONTENT

PAGE NO

INTRODUCTION

1-7

OBJECTIVES OF THE STUDY

7-8

SCOPE OF THE STUDY

SIGNIFICANCE OF THE STUDY

CHAPTER 2

LITERATURE REVIEW

9-16

CHAPTER 3

INDUSTRY PROFILE

17-32

COMPANY PROFILE

33-42

CHAPTER 4

RESEARCH METHODOLOGY

43-45

CHAPTER 5

DATA ANALYSIS AND INTERPETATION

46-64

CHAPTER 6

CONCLUSTION

65-66

REFERENCE
ANNEUXURES

67
68-71

LIST OF TABLES
SL. NO.
TABLE.1
TABLE.2
TABLE.3
TABLE.4
TABLE.5
TABLE.6
TABLE.7
TABLE.8
TABLE.9
TABLE.10
TABLE.11
TABLE.12
TABLE.13
TABLE.14
TABLE.15
TABLE.16
TABLE.17
TABLE.18

LIST OF TABLES
VISUAL APPEAL & COMFORT OF PHYSICAL
FACILITIES
EASE OF MAKING AN APPOINTMENT
APPOINTMENT TIME WAS SUITABLE WITH ROUTINE
SCHEDULE
EMPLOYEES' APPEARENCE IS NEAT, PROFESSIONAL
AND COURTEOUS
EMPLOYEES WERE FRIENDLY AND PLEASANT
EMPLOYEES WERE ABLE TO ANSWER ALL QUERIES
AND CONCERNS
QUERY WAS DEALT IN A TIMELY MANNER
QUALITY OF INFORMATION AND RESPONSE TO THE
QUERIES IS EXCELLENT
CUSTOMERS ARE GIVEN PERSONAL ATTENTION AND
FAIR TREATMENT
SERVICE DELIVERED MEETS THE STANDARDS AND
EXPECTATIONS
SERVICE QUALITY AND CUSTOMER TREATMENT IS
CONSISTENT IN EVERY VISIT
PRICE PAID FOR THE PRODUCT AND SERVICE IS
JUSTIFIABLE
PROUD TO BE A VOLKSWAGEN CUSTOMER
NEXT CAR WOULD BE A VOLKSWAGEN
SHALL REMAIN LOYAL TO VOLKSWAGEN
WOULD LIKE TO BUILD A GOOD RELATIONSHIP WITH
THE COMPANY
EXTREMELY HAPPY THAT I CHOSE VOLKSWAGEN
WOULD RECOMMEND VOLKSWAGEN TO A
FRIEND/RELATIVE/COLLEAGUE

PAGE NO.
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64

LIST OF FIGURES
Sl. No.
FIG.1
FIG.2
FIG.3
FIG.4
FIG.5
FIG.6
FIG.7
FIG.8
FIG.9
FIG.10
FIG.11
FIG.12
FIG.13
FIG.14
FIG.15
FIG.16
FIG.17
FIG.18

LIST OF FIGURES
VISUAL APPEAL & COMFORT OF PHYSICAL FACILITIES
EASE OF MAKING AN APPOINTMENT
APPOINTMENT TIME WAS SUITABLE WITH ROUTINE SCHEDULE
EMPLOYEES' APPEARENCE IS NEAT, PROFESSIONAL AND
COURTEOUS
EMPLOYEES WERE FRIENDLY AND PLEASANT
EMPLOYEES WERE ABLE TO ANSWER ALL QUERIES AND CONCERNS
QUERY WAS DEALT IN A TIMELY MANNER
QUALITY OF INFORMATION AND RESPONSE TO THE QUERIES IS
EXCELLENT
CUSTOMERS ARE GIVEN PERSONAL ATTENTION AND FAIR
TREATMENT
SERVICE DELIVERED MEETS THE STANDARDS AND EXPECTATIONS
SERVICE QUALITY AND CUSTOMER TREATMENT IS CONSISTENT IN
EVERY VISIT
PRICE PAID FOR THE PRODUCT AND SERVICE IS JUSTIFIABLE
PROUD TO BE A VOLKSWAGEN CUSTOMER
NEXT CAR WOULD BE A VOLKSWAGEN
SHALL REMAIN LOYAL TO VOLKSWAGEN
WOULD LIKE TO BUILD A GOOD RELATIONSHIP WITH THE COMPANY
EXTREMELY HAPPY THAT I CHOSE VOLKSWAGEN
WOULD RECOMMEND VOLKSWAGEN TO A
FRIEND/RELATIVE/COLLEAGUE

Page No.
47
48
49
50
51
52
53
54
55
56
57
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59
60
61
62
63
64