Final Google Word For Binding

PES UNIVERSITY
( Established under Karnataka Act No 16 of 2013)

100ft Ring Road , Bengaluru - 560 085 , Karnataka , India
Dissertation on
‘A STUDY ON SERVICE QUALITY MODEL AT MANDOVI MOTORS’
Submitted by
Sharadhi Harsha
SRN : 01FB16MBM159
January - April 2019
Under the guidance of
External Guide Internal Guide
Mr. Yohan Vardhan Kotian. Mrs. Prof Lakshmi
Senior Manager (Marketing) Assistant Professor
#40/4, Lavelle Road, Shanthala Nagar, Department of BBA
Ashok Nagar, Bengaluru - 560 001 PES University

Bengaluru - 560 085
A STUDY ON SERVICE QUALITY MODEL AT MANDOVI MOTORS
CERTIFICATE
This is to certify that the Dissertation entitled
‘A STUDY ON SERVICE QUALITY MODEL AT MANDOVI MOTORS’
Is a bonafide work carried out by
Ms Sharadhi Harsha
SRN : 01FB16MBM159
In partial fulfillment for the completion of 6th semester course work in the Program of
Study BBA under rules and regulations of PES University , Bengaluru during the period
January 2019 - April 2019 . It is certified that all corrections / suggestions indicated for
internal assessment have been incorporated in the report . The dissertation has been
approved as it satisfies the 6th semester academic requirements in respect of project work.
Signature with date & seal Signature with date & seal Signature with date & seal
Internal Guide Chairperson Dean of Faculty
Department of BBA Jan-May 2019

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PES University, BBA Programme, Bengaluru - 85

(SESSION : Even Semester : January 2019 - May 2019)
Project Completion Report
Name of the Student : SHARADHI HARSHA
SRN : 01FB16MBM159
Name & Address of the Company: Mandovi motors[Maruti Suzuki]

#40/4, Lavelle Road, Shanthala Nagar,
Ashok Nagar, Bengaluru, Karnataka 56001
I have completed the project and all other work of the project as assigned to me at the
company on 8th April 2019 and have handed over all reports ,materials , files & books to
the satisfaction of my project guide, departmental head of HR . I have also discussed and
will submit my final project to the company .
(Signature of the student)
Date : 8th April 2019

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DECLARATION
I , Sharadhi Harsha , hereby declare that the dissertation entitled , ‘ A STUDY ON

SERVICE QUALITY MODEL AT MANDOVI MOTORS’, is an original work
done under the guidance of Prof. Lakshmi BR , Assistant Professor , PES University
Department of Management Studies , BBA Department , and is being submitted in partial
fulfillment of the requirements for completion of 6th semester course work in the
Program of Study BBA”
PLACE : Bengaluru
DATE : 25th April 2019
Sharadhi Harsha.
Signature of the Student

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ACKNOWLEDGEMENT
I am personally thankful to my university for giving me the opportunity to do my project

at a company Mandovi Motors, Bengaluru . It has given me exposure and great
knowledge about various workings . It has truly given me the first hand experience which
helped me to grasp and relate to the theoretical knowledge much better.I would also like
to thank my company guide Mr. Yohan Vardhan Kotian(Senior Manager) who helped
me explore the organization and gain knowledge to my satisfaction .I would like to
thank the Vice Chancellor Dr. K N B Murthy , Dean FOM Dr. Vijaykumar
,chairperson of BBA Department Prof. Harish G . Also , I would like to thank my
internal guide Prof. Lakshmi B.R for guiding me and throwing light on the areas to
focus on throughout my project journey . Lastly , I would like to thank my parents and
friends for supporting and walking with me through my project journey.
Thank You
Sharadhi Harsha

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CONTENTS OF REPORT
Chapters Contents Page
Chapter I INTDODUCTION
1.1 Introduction to the Subject Background 09

1.2 Advantages of service quality model 13
1.3 importance of Service quality model 13
1.4 Recent trends related to service quality model 13
Chapter II LITERATURE REVIEW 15-17
Chapter III COMPANY PROFILE 19-26
Chapter IV RESEARCH DESIGN
4.1 Statement of the Problem

4.2 Scope of the Study 28
4.3 Objective of the Study 28
4.4 Limitation of the Study 28
29
4.5 Research Methodology
29
Chapter V ANALYSIS OF DATA 31-59
Chapter VI FINDINGS & SUGGESTIONS 60-61
Chapter VII CONCLUSIONS 64
BIBLIOGRAPHY 65
ANNEXURE 65

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LIST OF TABLE
Tables Contents Page
Table 1 Table showing gender groups. 31
Table 2 Table showing annual family income. 33
Table 3 Table showing how the vehicle booking was done. 35
Table 4 Table showing booking vehicle on the preferred day. 37
Table 5 Table showing rating organization towards customer query. 39
Table 6 Table showing No of days taken for vehicle delivery after service. 41
Table 7 Table showing timely service by our staff to customers . 43
Table 8 Table showing satisfaction with workmenship of service machine. 45
Table 9 Table showing briefed about the problems you indicated earlier. 47
Table 10 Table showing willingness of staff to listen induvisual points . 49
Table 11 Table showing responds towards Service Quality dimension. 51
Table 12 Table showing answerable after sales services and finding all 53
problems are sorted or not.
Table 13 Table showing dependence of customers towards Maruti in future. 55
Table 14 Table showing degree of satisfaction with overall serviceby Maruti 57

Suzuki.
Table 15 Table showing what customers have recommended to better Maruti 59

suzuki’s Services.

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LIST OF GRAPHS
Tables Contents Page
Table 1 Graph showing gender groups . 32
Table 2 Graph showing annual family income. 34
Table 3 Graph showing how the vehicle booking was done. 36
Table 4 Graph showing booking vehicle on the preferred day. 38
Table 5 Graph showing rating organization towards customer query . 40
Table 6 Graph showing No of days taken for vehicle delivery after service. 42
Table 7 Graph showing timely service by our staff to customers . 44
Table 8 Graph showing satisfaction with workmanship of service machine. 46
Table 9 Graph showing briefed about the problems you indicated earlier. 48
Table 10 Graph showing willingness of staff to listen individual points . 50
Table 11 Graph showing responds towards Service Quality dimension. 52
Table 12 Graph showing answerable after sales services and finding all 54
problems are sorted or not.
Table 13 Graph showing dependence of customers towards Maruti in future. 56
Table 14 Graph showing degree of satisfaction with overall serviceby Maruti 58

Suzuki.
Table 15 Graph showing what customers have recommended to better Maruti 60

suzuki’s Services.

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Chapter 1
INTRODUCTION

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Chapter I
1. INTRODUCTION
1.1. Introduction to the subject background
Services are commodities that cannot be stored or disappear in use, or as activities that
require personal contact. The distinct characteristics of services are intangibility;
perishability, heterogeneity of the product, and simultaneously of production and
consumption.Two economic units are required for a service to be produced – the
consumer and the producer. While the consumer cannot retain the actual service after it is
produced, the effect of the service can be retained.”
SERVICES
Managing a service operation requires the manager to understand the service concept,
service delivery system, and service levels. As the consumer has a key role in the
definition and evaluation of all three elements, it is imperative that service managers have
a clear understanding of consumers expectations and perceptions. These characteristics
enhance the importance of certain marketing strategies that are unique to services
marketing, such as service customization, managing evidence, making the service
tangible & synchronizing supply and demand patterns. Quality is an extremely difficult
concept to define in a few words. At its most basic, quality has been defined as
conforming to requirements .This implies that organizations must establish requirements
and specifications; once established, the quality goal of the various function of an
organization is to comply strictly with these specifications. Many analyses of service
quality have attempted to distinguish between objective measures of quality & measures

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which are based on the more subjective perceptions of customers. A development of this
idea by Gronroos identified ‘technical’ and ‘functional’ quality as being the two principle
components of quality. Technical quality refers to the relatively quantifiable aspects of a
service which consumers receive in their interactions with a service firm. This, however,
is not the only element that makes up perceived service quality Because services involve
direct consumer-producer interaction, consumers are also influenced by how the technical
quality is delivered to them.Consumers subsequently judge service quality as the extent
to which perceived service delivery matches up to these initial expectations. In this way,
a service which is perceived as being of mediocre standard may be considered of high
quality when compared against low expectations, but of low quality when assessed
against high expectations. Analysis of service quality is complicated by the fact that
production and consumption of a service generally occur simultaneously, with the
process of service.” production often being just as important as the service outcome. A
further problem in understanding and managing service quality researcher study the level
of service quality in Mandovi Motors. Here researcher use questionnaire for measuring
level of service quality for the improvement of company. Once the customer expectation
are understand that helps for continuous development of service quality.”
“Achievements of Mandovi Motors:
v The most aggressive dealer in Bangalore

v They are N0.1 in corporate sales for 2008-2009.
v Best Dealer in Karnataka in overall performance for 2008-2009.
v Best Dealer in India for Three times in a row for 2008-2009.
v Best Dealer in Sales Growth for 2008-2009.
v Best Dealer for Man Power retention for 2008-2009.
v No.1 in accessories sales for 2006-2007 in Karnataka & No.1 all
Over india.”

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Company Culture:
Culture is a pattern of behaviors that is encouraged, developed & incorporated by

like-minded people in a society (in our case, a company).Mandovi is now 27 years old, &
their culture has been developed enough to formalize it. Culture cannot be dictated by
heads of society, leaders, or even directors / owners (as in their company). These are a set
of behaviors / attitudes that are developed by the members of the society, or company.In
order for our company to grow & prosper in these changing times, it is very important
that we identify & respect the culture we live by. It is of utmost importance that ALL
members of their organization agree with & respect their culture. That is the only way
they can grow in harmony & happiness.
Respect for all members of the Organization:
They are all working towards the same objective, & every member of our company is as
important as the other. This means respect for everyone, including washers, maintenance
staff etc is very important. There is a hierarchy and seniority within their organization
that must be respected, however, aside from respecting their seniors, they all must
appreciate the dignity of labor at all levels in their company. They are all part of the
organization that works together to achieve our objective. This attitude brings mutual
respect & harmony in their work environment.”
Integrity:
They are all here to achieve our company objectives without compromising on their
integrity & ethics. Honesty is expected & respected amongst us all.They would like all of
us to be 100% honest & ethical to all their colleagues & customers. There is no place for
unethical team members, who will lie or cheat their peers for personal gains. This is what
creates faith amongst one another in their organization as well as with their customers.”

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Loyalty:
They are a very young team, & many of them have started their careers here. The
company respects all team members who work loyally towards the goals of the company.
They are very keen on giving Opportunities for further growth within our organization
before doing external recruiting. This increases opportunity for growth within their
organization, along with reducing attrition.”
Positive Teamwork:“
They can only succeed if they work positively as a team. Their company should be
broken up into different teams within departments & outlets. This sub classification of
teams within teams will help us manage their organization better, & will increase
accountability. Teamwork at a micro level also helps us identify the managers of the
future. Each team should have a Captain & a Vice Captain. Managers can make this a
very interesting aspect of their company, where teams are interchanged; Captains & vice
Captains are appointed on rotation to give everyone an opportunity. Managers have the
flexibility to create sub teams. This will help us identify successions plans for the future,
groom managers for the future & increase motivation within their organization.
”Transparency & objectivity:
Mandovi think it’s their collective endeavor to be as transparent & as objective as

possible. They have to let everyone know that they are a fair organization that rewards
performers. They must move towards a totally Objective appraisal & incentive system
where performance is the only criteria..Customer is friend as well as source of live
hood:All the above principles are in vain if we cannot respect our customers. Their
utmost satisfaction is the only way we can secure our future growth.Their convenience,
their satisfaction & their trust is what we must strive for every day.All our trainings,
systems & processes have to be made keeping the Customer as a focal point. Mandovi
not only strive to keep our customers happy, but strive in creating a friendship with

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them.All members of Mandovi must have these guidelines at the back of their mind
during any interaction or work. This must be the cornerstones on which we base our
growth. All policies, objectives, & decisions must be made keeping our culture in mind.
1.2 Advantages of Service quality model
It can be used on a regular basis to track customer perceptions of service quality of a

particular firm compared to its competitors. Once data have been analyzed they can be
visually presented so that it is easy to identify strengths and weaknesses relative to
competition.It provides the opportunity for a firm to assess its service quality
performance on the basis of each dimension individually as well as the overall
dimensions;It allow the firm to classify its customers into different segments based on
their individual SERVQUAL score.
To appreciate more fully all the benefits of using SERVQUAL surveys should be
conducted every year, for the following reasons.To allow yearly comparison;To
determine how service improvements have affected customers’ perceptions and
expectations of the service over time and;To determine the effectiveness of service
development and improvement initiatives in targeted dimensions.
1.3 Importance of Service Quality Model

Service quality is the important aspect of any service based industry.Hence service
quality to be given comparatively more weightage to survive the business from
challenging situations.
1.4 Recent trends related to Service quality model

ü Customers will contact you on social media
ü Intelligent self-service tools, AI (artificial intelligence) based Chatbot will
replace manual query
ü Personalization to the fullest”

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Chapter 2
REVIEW OF LITERATURE

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2. Literature review
A Literature review is a critical and in depth evaluation of previous research. It is a

summary and synopsis of a particular area of research, allowing anybody reading the
paper to establish why you are pursuing this particular research. A good literature review
expands on the reasons behind selecting a particular research question.
A Literature review is a critical and in depth evaluation of previous research. It is a

summary and synopsis of a particular area of research, allowing anybody reading the
paper to establish why you are pursuing this particular research. A good literature review
expands on the reasons behind selecting a particular research question.”
Gjoko Stamenkov, Zamir Dika, title of the paper is “A sustainable e-service quality
model”According to the study, The Outcomes support a sustainable e-service model and
predicts external domain. It’s identified that two groups of codes as outcomes of
sustainable e-service quality are satisfaction and loyalty.
Seyedvahid Naja, Saber Saati , Madjid Tavana, title “Data envelopment analysis in
service quality evaluation: an empirical study”. According to the study It is measured the
service quality of a hotel in Tehran. Among the various methods of service quality
evaluation, SERVQUAL has been widely used in different service industries.
Santos, Jessica title of the paper is, “E-service quality: a model of virtual service quality
dimensions” . According to the study, The findings implied that the active dimension is
important. High e-service quality provides long term benefits to a company.

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Ivan J. Jureta Æ Caroline Herssens Æ Ste ´phane Faulkner, title of the paper is “A
comprehensive quality model for service-oriented systems.” According to the study ,It is
been observed that quality is been defined variously. Few literature reviews were
reviewed and integrated into single quality model for service oriented system.”
Seth ,Nitin;Deshmukh , S G;Vrat , Prem., title of the paper is “A framework for

measurement of quality of service in supply chains.” According to the study A conceptual
model is been mentioned based on gaps in supply chain.
Lucie Sperková, Filip Vencovsky , Tomas. Bruckner, title of the paper is “How to
Measure Quality of Service Using Unstructured Data Analysis: A General Method
Design.”.According to the study This paper answers the two of three issues presented by
Seath et al. (2005) in relation to IT and service quality - we defined a way how to listen to
the voice of customer through information systems and how to collect data related to
customer perceptions and his/her possible behaviour.
Filip Vencovský and Lucie Šperková.,title of the paper is “IT Service Quality Model:
Evaluation of Quality in use “. According to this paper We analysed methods for QinU
evaluation and categorised them into four types: scales, external service evaluation,
customer research and semantic analysis. Semantic analysis was explored more in-depth.
Sentiment analysis and WoM were discussed.
I Gede Mahatma Yuda Bakti,Sik Sumaedi title of the paper is “P-TRANSQUAL: a

service quality model of public land transport services.“.According to this paper A model
of service quality of public land transport, namely P-TRANSQUAL, was
tested.P-TRANSQUAL consists of four dimensions, which are comfort, tangible,
personnel, and reliability.The model has been proven to have good validity,
reliability,and stability for measuring service quality of paratransit services in Indonesia.

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Maria Helena Vinagre,Leonor Gaspar Pinto and Paula Ochoa,title of the paper is”
Revisiting digital libraries quality: a multiple-item scale approach.”. According to the
paper The scale proved good psychometric properties. This study also showed the
usefulness of the Digital Library Service Quality Model to evaluate and analyze digital
libraries’ service quality.
Shahriar Akter ,John D’Ambra , Pradeep Ray. Title of the paper is “Service quality
of mHealth platforms: development and validation of a hierarchical model using PLS.”.
According to the paper The findings of the study show that service quality is the
third-order, reflective construct model with strong positive effects on satisfaction,
continuance intentions and quality of life in the context of mHealth services.
Seth Nitin ;Deshmukh S.G ;Vrat Prem..title of the page is” Service quality models: a
review.” According to the study The service quality model is dependent on number of
factors like situation,time,needs,service settings, etc.In addition I inferred that how
customers expectation changes towards various services.

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Chapter 3
COMPANY PROFILE

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3.COMPANY PROFILE
Mandovi Motors was established in 1963 as a Volkswagen spares & service dealership.
We were appointed as dealers for Suvega Mopeds at Bangalore in 1965. After that, M/s
Maruti Udyog Ltd appointed Mandovi Motors as dealers for Maruti vehicles in the year
1983. Mr. Ashok Rao is the Managing Director of the Company.”
Mandovi is one of the top Maruti dealers in India. We are the first authorized dealers for
Maruti in Karnataka and commenced our operations at Bangalore on 14th June 1984. The
Company was founded by Late.Shri Aroor Sripathi Rao. Mandovi also started Maruti
Suzuki's authorized dealership at Mysore in 1986, and later in 1989 at Mangalore.
Mandovi Motors Pvt. Ltd. has over 3600 employees and the Company is certified as ISO
-9001/2000 for its Quality System by AIB International Ltd., Brussels an accredited body
from Belgium. Now, Mandovi is one of the top Maruti dealers all over India. The firm
was converted into Private Limited Company on 20.02.1999 under chapter IX of
companies Act.”
Vision and Mission

Ø MISSION
Surpassing customer expectation, delighting the customers & to be India’s top most
Dealership for MSIL.
Ø VISION
To be the most respected and investor friendly Vehicle serving investor through various
markets across the nation.

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Team Strength
Equipped with a team of highly experienced professionals you can count on, we have
developed into one of the fastest customer oriented companies in our market.”
Services:
We sell the entire product range of Maruti Suzuki India Limited. The selling process even
includes marketing as well. This process is basically 3 interrelated broad based process.”
1. Pre-Sales 2. Sales 3. Post

Sales
1. Pre-Sales: Pre-sales consists of activities which are done before the actual sale of
the car. Enquiries may come in any form such as Walk-in, Telephonic, referrals, events,
Advertisements etc. It has got a systematic tracking system which is Dealer Management
System (DMS) based. As soon as the enquiries have been made the Customers should be
followed up and test drives should be offered within specified time .Product
demonstration should be done in order to sell the car and help the prospective customers
to know more about its features and buy it.”
2. Sales: Sales process starts as soon as the customer books his vehicle with the
dealership and takes delivery of his vehicle. It has got two-sub Process”
a) Pre Delivery b) Delivery
a) “Pre Delivery:- This process is further classified into several activities such as enquiry
tracking, order booking and finance process. The date & time of delivery is discussed
with the customer and finalized. To ensure vehicle is as per order, getting ready with the

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paper works and making sure that everything is ready before the delivery of the vehicle
as per the stock.”
b) “Delivery:-
The delivery of vehicle is the most critical part. The Pre-Delivery Inspection needs to be
done and the vehicle should be fitted with the number plates after registration.
Accessories should be fitted and final polishing of the car should be done with
decoration. The DSE who sold the vehicle and Service advisor should be present at the
time of Delivery.”
3. Post Sales :
Once the car is delivered, the customer should be provided with Post Sales Follow up
Card(PSF) and Sales Satisfaction Index (SSI) Card. Within 72 hours of delivery a
feedback should be taken from the customer to find out whether the customer is satisfied
with the process of sales. If it's a negative feedback the complaint should be resolved and
satisfaction note is to be obtained. On 20th day of sale of vehicle the DSE needs to visit
the customer.”
Maruti Finance
Maruti has started finance in tie up with Banks/nbfcs like SBI, SUNDARAM, HDFC,
KOTAK, ICICI, Axis Bank etc are the major players. MSIL promotes their aligned
partners by giving subventions, interest is calculated on diminishing rate, repayment is
done as equated monthly installment, depending on the tenure.”

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Maruti Insurance:
Comprehensive Insurance and third party insurance is available. Comprehensive policy is
a must for vehicle under hire purchase/finance. Package policy covers everything i.e.
earthquake, flood, theft, riot etc. But under third party policy the claim will only be
applicable to the third person or property of third party which damage was due to the
insured. In this case the insured will not be eligible to claim for his personal/property
losses & damages to his vehicle.”
Extended Warranty:
This warranty offers total peace of mind for customer up to 4th year/8000 kms. This is a
mechanical & electrical breakdown warranty designed to protect towards the cost of
repairs/ replacement of any parts covered in the Extended warranty booklet including free
labour. This policy commences at the expiry of the standard warranty period.”
Mandovi So Far
● The Aroor family business was started in the year 1929 by late Aroor
Laxminarayana Rao with a fleet of public transport vehicles.
● Mandovi Motors - First Maruti dealer in Karnataka commenced operations on
14th June 1984 at Bangalore.
● Expanded Maruti dealership operations to Mysore in 1986 & Mangalore in 1989.
● Exclusive Body Repair workshop opened at Bangalore and Mysore in 1994 and
Second Body Repair Workshop facility at Bangalore was created during 2005.
● Exclusive facility for PDI and Stockyard created for parking over 800 vehicles at
Bangalore in 1996.
● Awarded ISO-9001 certification in recognition of its High standards at Bangalore
during 1997.Subsequently in 2003 Mangalore & Mysore was awarded ISO-9001.
● Widespread sales and after sales network in Karnataka with 9 showrooms & 28
workshops.

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● The first Automobile dealer in South India to deliver One Lakh cars.
● One new car is delivered every 12 minutes from Mandovi Motors.
● Awarded diligent and prompt Tax Payers by Commercial Tax Department of
karnataka during Golden Jubilee of Independence in 1996-97.
● One car gets rolled out every Minute from our workshops.”
● First dealer to commence True Value operations in India in 2001.Commenced
True Value operations in Mysore and Mangalore during 2003.
● Exclusive Maruti Insurance division sells over 4000 policies per month.
● Unique distinction of being the Largest Automobile Dealer in South India –
Highest Sales volume since inception till Mar 08.
● Only Dealer in Karnataka selling over 1000 cars per Month.
● Only Dealer in the state to service over 26000 cars per Month.
● Only Dealer in Karnataka to have more than 3600 Employees.”

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SWOT ANALYSIS
1.3 SWOT analysis of Maruti Suzuki motor company
Now a day’s Automobile industry presents a galaxy of varieties and models meeting all
possible expectations and globally established industry standards. SWOT analysis will
bring the efficiency and effectiveness of Mandovi Motor Company.
(a) Strengths
Following are the strengths of Maruti motor company.
Ø The quality advantage:
Maruti owners experience fewer problems with their vehicles than any other car
manufacturer in India (J.D. Power IQS Study). The Santro was chosen the best in the
premium compact car segment and the Getz in the entry level mid - size car segment across
several parameters.
Ø Buying experience like no other:

Maruti has a sales network of 250 state-of-the-art showrooms across 189 cities, with a
workforce of over 6000 trained sales personnel to guide their customers in finding the
rightcar. Their high sales and customer care standards led the company to achieve higher
nameplate in the J.D. Power CSI Study.
Ø Quality Service across 1036 Cities:

In the J.D. Power CSI Study Maruti scored the highest across all 7 parameters: least
problems experienced with vehicle serviced, highest service quality, best in-service
experience, best service delivery, best service advisor experience, most user-friendly
service and best service initiation experience. The 92% of Maruti owners feel that work
gets done right the first time during service. The J.D. Power CSI study also reveals that
97% of Maruti owners would probably recommend the same make of vehicle, while 90%
owners would probably repurchase the same make of vehicle.

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(b) Weaknesses
Following are the weaknesses of Mandovi motor company
Ø Commodity price risks

commodity price risks to higher costs due to changes in prices of inputs such as steel,
aluminium, plastics and rubber, which go into the production of automobiles. In order to
mitigate these risks, the company continues its attempts to enter into long term contracts
based on its projections of prices. In a volatile commodity market, where your company
gives top priority to ensuring smooth availability of inputs, long term contracts are
helpful. They also help minimize the impact of growing input prices. Conversely, long
term contracts dilute the benefits, if any, of a decline in input prices.
Ø Exchange rate risk

The company is exposed to the risks associated with fluctuations in foreign exchange
rates mainly of import of components & raw materials and export of vehicles. The
company has a well structured exchange risk management policy. The company manages
the exchange risk by using appropriate hedge instruments depending on the prevailing
market conditions and the view on the currency.
(c) Opportunities
Following are the opportunities of Hyundai motor company.
Ø Leading growth:
As the market leader, company led the growth in the passenger car sector last year.
Maruti sales went up 30% to 4,72,000 units. This is the highest annual sale since
company began operations 20 years ago.Maruti also gained market share, mainly on
account of its performance in the competitive A2 segment where it increased its share
from 40.3% in 2005-06 to 47.7% in 2006-07. The record sales performance was reflected

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in the financials. Net Sales (excluding excise) grew by 31% to Rs 93,456 million.
Operating Profit Margin increased from 0.8 % in 2005-06 to 4.7 % in 2006-07. Profit
after Tax jumped 270% to Rs5421 million.”
(d) Threats
“Following are the threats of Mandovi motor company.
Ø Risk factors
In the course of its business, Maruti suzuki(Mandovi Motors) is exposed to a variety of
market and other risks including the effects of demand dynamics,commodity prices,
currency exchange rates,interest rates, as well as risk associated with financial issues,
hazard events & specific assets risk. Whenever possible, we use the instrument of
insurance to mitigate the risk.
Ø Business risks
The automotive industry is very capital intensive. Such investments require a certain
scale of operation to generate viable returns. These scales depend on demand. Although
2009-10 was year of continued growth for the Indian economy,whether his growth
momentum will continue has to be seen.
COMPETITORS
1.Honda
2.Nissan
3.Ashok Leyland
4.Ford
5.Hyundai
6.Toyato

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Chapter 4
RESEARCH DESIGN

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4.Research design
4.1 Statement of problem:

Consumers buy products based on perceptions, Opinions, judgements and feelings
associated with their buying behavior.”
Should expand Maruti dealership operations to various places.
So a brief study has to be conducted to find out the level of awareness among the
investors towards.
Lack of experience in foreign market

Low resale value
Low engine capacity.”
4.2 Scope of the study:

Customer Attitude towards services offered.
Comparison of indifference in service quality.
4.3 Objectives of the study:
To analyse the level service quality at Mandovi motors,Bangalore.
4.4 Limitations of the study:

*The information provided by the respondents may be biased.
•The study was restricted to single city so findings cannot be generalized.
•Time was major limitation of the study 30 days was a very limited period to conduct are
search with wide scope.
•Some confidential and unrevealed secondary data.”

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4.5 Research Methodology:

Ø The type of research used is descriptive Research.
Ø Descriptive research is used to describe characteristics of a population being studied.it
Methods of collecting data.
4.6 Sampling design:

Sampling size:100 respondents
Sampling technique:Convenience sampling.
1.Primary Method:
this is termed as first hand data which is collected by circulating Questionnaire and
receiving responses.
2.Secondary method:
Data is bought in by company database, reports, journals,Magazines,etc
Plan of analysis:
Responses will be collected through questionnaire method for the purpose of collection of
data.
Later,after collecting responses,analysis is done with the help of statistical tools.

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Chapter 5
ANALYSIS OF DATA

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Table 1:
Table showing Gender of the respondents.
PARTICULARS Responses Percentage
Male 68 68%
Female 32 32%
100 100%
Analysis:
The above table shows that out of 100 respondents,68 are Male and 32 are Female

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Graph 1.1 Showing gender of respondents:
Interpretation:
From the following graph and table,we can infer that majority of them are Male
customers .

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Table 2:
Table showing Annual family income of respondents.
Less than 1Lakhs 2 2%
1Lakh to 3Lakhs 23 22.8%
4Lakhs to 6Lakhs 22 21.8%
6Lakhs and above 53 53.5%
Total 100 100%
Analysis:
The above table shows out of 100 respondents,2% of them are below the average family
income group,23% of them get 1L-3L per annum,22% of them get 4-6 lakhs
annually,55% of them fall under 6 lakhs and above income group.

33
Graph 2.1 Showing Annual family income of respondents
Interpretation:
From the above charts and graphs we can infer that majority of the respondents collected
in the sample gets annual income of 6L and above.

34
Table 3 :
Table showing booking Vehicle for service at Maruti Suzuki.
Particulars Responses Percentage
Telephone 19 19%
Personally 36 36%
Internet 11 11%
Others 34 34%
100 100%
Analysis:
The above table shows that out of 100 responses 19 are through Telephone, 36 are
personally, 11 are Internet, 34 are others.

35
Graph 3.1 Showing booking Vehicle for service at Maruti Suzuki.
Interpretation:
From the following graphs and table, we can infer that the majority of them would like to
book personally at Mandovi.

36
Table 4:
Table showing ability to book vehicles on the preferred day
Yes 94 94%
No 6 6%
100 100%
Analysis:
The above table shows that out 100 responses 94% are able to book vehicles on preferred
dates and are satisfied and 6% are dissatisfied with the bookings accepted by Mandovi
motors on preferred dates.

37
Graph 4.1: Showing possibility of booking vehicles on preferred date.
Interpretation:
From the above graphs and tables we can infer that majority of them agree on getting
their cars booked on preferred dates.

38
Table 5:
Table showing response of staff towards customers query
Excellent 25 25%
Very good 51 51%
Good 24 24%
Average 0 0%
Poor 0 0%
100 100%
Analysis:
The above table shows that out of 100 responses 25 are for excellent, 51 are for very
good,24 are good, 0 for average and 0 for poor.

39
Graph 5.1: Showing responses of staff towards customers query.
Interpretation:
From the above table and graphs we can infer that majority of the responses are for very
good. No one has selected average or poor option.

40
Table 6:
Table showing No of days taken for vehicle delivery after service.
Particular Responses Percentage
0-1 33 33%
1-3 55 55%
3-5 8 8%
5 and above 4 4%
100 100%
Analysis:
The above table shows that out of 100 responses 33 are for 0-1, 55 are for 1-3, 8 are 3-5
and 4 for 5 and above.

41
Graph 6.1:Showing No of days taken for vehicle delivery after service.
Interpretation:
From the above table we can infer that the majority of the respondents agree that they get
vehicle delivery in 1-3 days.

42
Table 7:
Table showing staff providing prompt and timely services to customers.
Particular Responses Percentage
Yes 74 74%
No 12 12%
Maybe 14 14%
100 100%
Analysis:
The above table shows that out of 100 responses 74 say they are getting prompt and
timely services, 12 are says no and 14 of them say maybe.

43
Graph 7.1 : Showing staff providing prompt and timely services to customers.
Interpretation:
From the above tables and graphs we can infer that the majority of the responses are
positive.

44
Table 8:
Table showing satisfaction with the workmanship of of the service machine
Particulars Reponses Percentage
Highly satisfied 29 29%
Satisfied 55 55%
Neutral 14 14%
Disappointed 2 2%
Highly disapointed 0 0%
100 100%
Analysis:
The above table shows that out of 100 responses 29 are for highly satisfied, 55 are for
satisfied, 14 are for neutral, 2 for disappointed and 0 are highly disappointed.

45
Graph 8.1 : Showing satisfaction with the workmanship of of the service machine
.
Interpretation:
From the above tables and graphs we can infer that majority of the respondents are
satisfied with the workmanship of service machine.

46
Table 9:
Table showing about how the briefing is done about the problems they indicated
earlier.
Yes 94 94%
No 6 6%
100 100%
Analysis:
The above table shows that out of 100 responses, 94 of them say that they are indicated
after after vehicle is delivered post service and remaining 6 says they are not being
briefed.

47
Graph 9.1 : Showing about how the briefing is done about the problems they
indicated earlier.
Interpretation:
From the above table we can infer that the majority of the respondents say that they are
indicated after vehicle is delivered post service.

48
Table 10:
Table showing willingness to listen to your individual point of view
Yes 94 94%
No 6 6%
100 100%
Analysis:
The above table shows that out of 100 responses, 94 of them are for yes and remaining 6
are for NO.

49
Graph 10.1:Showing willing to listen to your individual point of view.
Interpretation:
From the above table we can infer that the majority of the respondents are satisfied with
the willingness of staff to listen to customers .

50
Table 11:
Table Showing Rank of respondents towards Service Quality dimensions at
Mandovi
Tangible 28 28%
Reliability 46 46%
Responsiveness 20 20%
Assurance 7 7%
Empathy 3 3%
100 100%
Analysis:
The above table shows that out of 100 responses, 28 of them are for tangiblity , 46 are
reliability, 20 are for responsiveness, 7 are for assurance and remaining 3 are for
empathy.

51
Graph 11.1: Showing rank of respondents towards service quality dimension at

Mandovi Motors.
Interpretation:
From the above table we can infer that the majority of the responses are for reliability.

52
Table 12:
Table showing whether customers vehicle problems have been resolved or not.
Yes 96 96%
No 4 4%
100 100%
Analysis:
The above table shows that out of 100 responses, 96 of them are for yes and remaining 4
are for NO.

53
Graph 12.1 : Showing whether customers vehicle problems have been resolved or
not.
Interpretation:
From the above table we can infer that the majority of the respondents are happy for their
problem being solved regarding Maruti vehicle.

54
Table 13:Table showing dependency on Maruti for future deals?
Yes 63 63%
No 21 21%
Maybe 16 16%
100 100%
Analysis:
The above table shows that out of 100 responses, 63 of them are for yes , 6 are for NO
and 16 are for maybe

55
Graph13.1:Showing dependency of Maruti customers in future days
Interpretation:
From the above table we can infer that the majority of the respondents have dependency
on Maruti cars in future..

56
Table 14:
Table indicating degree of SATISFACTION with the overall services provided by
Maruti Suzuki.
Particulars responses Percentage
1 0 0%
2 0 0%
3 0 0%
4 1 1%
5 3 3%
6 6 6%
7 12 12%
8 33 33%
9 37 37%
10 8 8%
100 100%
Analysis:
The above table shows that out of 100 responses, 0 responses for satisfaction level on
overall service at 1, 0 respondents for 2, 0 responses for 3, 1 response at 4, 3 responses at
5, 6 responses at 6, 12 responses at 7, 33 responses at 8, 37 responses at 9 and 8
responses at 10th satisfaction level.

57
Graph14.1 Showing degree of SATISFACTION with the overall services provided

by Maruti Suzuki.
Interpretation:
From the above table and graphs we can infer that on an average,customers have rated 8
point to their satisfaction level at Mandovi.

58
Chapter 6
FINDINGS AND SUGGESTIONS

59
6.FINDINGS AND SUGGESTIONS
Findings:
1. From the above findings,majority(36%) of respondents are preferring to go
buy personally than booking online or over the phone call.
2. From the above findings,majority(94%) of respondents are happy and are
getting their vehicles on dates that they prefer.
3. From the above findings,majority(51% ) of respondents say that they have
positive response towards responses to customer queries.
4. From the above findings,majority( 94%) of respondents are
5. From the above findings,majority(55% ) of respondents are satisfied with 1-3
days of delivery time of vehicles.
6. From the above findings,majority(74% ) of respondents are satisfied with
timely service provided by Mandovi motors.
7. From the above findings,majority( 55%) of respondents are satisfied with the
workmanship of staff at Mandovi.
8. From the above findings,majority(94%) of respondents are satisfied with call
made by the staff to customers post vehicle service.
9. From the above findings,majority( 94%) of respondents are happy with
Mandovi motors considering the individual point of view of customers.
10. From the above findings,majority(96%) of respondents are happy with the
call received from Mandovi motors after service.

60
Suggestions :
1. Maintaining long term relationship will be an important factor.
2. Customer panels should be setup These can provide a continuous source
of information on customer expectations.
3. Regular customer surveys should be conducted.it helps in knowing what
is really wanted in business.

61
Chapter 7

CONCLUSION

62
ANNEXURE


63
7.CONCLUSION
From this study it can be concluded that the Service quality in the company is
satisfactory. The company is using various practices to enhance better services like
customization of the products, maintaining interaction with the customers regularly and
providing good quality products etc.
Quality of service has a certain impact on the Profitability of the company Average sale
per customer has increased 15% over the last two years. Customer response rate towards
marketing field is also improving. There are various factors affecting the customer
relationship management like working environment of the company, support from top
management and coordination among the departments of the company.Information
technology is not used as much as it should be. The company is using traditional tools
like Personal feedbacks and modern tools like data mining, contact center and web based
survey tools for more satisfactory Services.

64
ANNEXURE
Dear Sir,Madam,”
I,SHARADHI HARSHA holding the SRN no.01FB16MBM159 is student at PES
University pursuing my BBA.”
I am at the edge of completion of my project work with title ”A STUDY ON SERVICE
QUALITY MODEL” at Mandovi Motors,Lavelle road,Bangalore.”
All the information provided by you will strictly be used for education purpose and
strictly be confidential.”
Thank you.
1.Name
:
2.Annual income:
« Less than 1Lakh
« 1Lakh to 3Lakhs
« 4Lakhs to 6Lakhs
« 6Lakhs & above
3.How do you book your Vehicle for service at Maruti Suzuki?
« Telephone
« Personally
« Internet
« Others
4.Are you able to book your vehicles on the day you prefer?
« Yes
« No

65
5.How do you rate organization response towards customers queries?

« Excellent
« Vey good
« Good
« Average
« Poor
6.No.of days taken for vehicles after service?
« 0-1
« 1-3
« 3-5
« 5 & above
7.Does our staff provide prompt and timely service for you?
« Yes
« No
« Maybe
8.Are you satisfied with the workmanship of the service machine?

« Highly satisfied
« Satisfied
« Neutral
« Dissatisfied
« Highly dissatisfied
9.Before picking up the vehicle, are you being briefed about it?
« Yes
« No

66
10.Are staffs are willing to listen to your individual point of view?

« Yes
« No
11.Rank your response towards service quality dimensions in Maruti Suzuki?

«Tangible
«Reliability
«Responsiveness
«Assurance
«Empathy
12.Are you being called after service to find whether all problems are resolved or not?
« Yes
« No
13.Do you depend on Maruti for future deals?

« Yes
« No
« Maybe
14.Please indicate your degree of satisfaction with the overall services provided with
maruti Suzuki
by placing check mark x in the relevant box below?
15.Which are the areas we can improve upon to provide you with better service?

67

68

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PES UNIVERSITY

( Established under Karnataka Act No 16 of 2013)

‘A STUDY ON SERVICE QUALITY MODEL AT MANDOVI MOTORS​’

January - April 2019

Under the guidance of

External Guide Internal Guide

Mr. Yohan Vardhan Kotian. Mrs. Prof Lakshmi

Senior Manager (Marketing) Assistant Professor

#40/4, Lavelle Road, Shanthala Nagar, Department of BBA

Ashok Nagar, ​Bengaluru - 560 001 PES University

This is to certify that the Dissertation entitled

‘A STUDY ON SERVICE QUALITY MODEL AT MANDOVI MOTORS’

Is a bonafide work carried out by

Department of BBA Jan-May 2019

PES University, BBA Programme, Bengaluru ​-​ 85

Project Completion Report

Name of the Student : ​SHARADHI HARSHA

Name & Address of the Company: Mandovi motors[Maruti Suzuki]

(Signature of the student)

Date : 8th April 2019

Department of BBA Jan-May 2019

I , ​Sharadhi Harsha , hereby declare that the dissertation entitled , ​‘ A STUDY ON

Department of BBA Jan-May 2019

I am personally thankful to my university for giving me the opportunity to do my project

Department of BBA Jan-May 2019

Chapters Contents Page

1.1 Introduction to the Subject Background 09

Chapter II LITERATURE REVIEW 15-17

Chapter III COMPANY PROFILE 19-26

Chapter IV RESEARCH DESIGN

4.1 Statement of the Problem

Chapter V ANALYSIS OF DATA 31-59

Chapter VI FINDINGS & SUGGESTIONS 60-61

Chapter VII CONCLUSIONS 64

Department of BBA Jan-May 2019

Tables Contents Page

Table 1 Table showing gender groups. 31

Table 2 Table showing annual family income. 33

Table 3 Table showing how the vehicle booking was done. 35

Table 4 Table showing booking vehicle on the preferred day. 37

Table 5 Table showing rating organization towards customer query. 39

Table 7 Table showing timely service by our staff to customers . 43

Table 8 Table showing satisfaction with workmenship of service machine. 45

Table 10 Table showing willingness of staff to listen induvisual points . 49

Table 11 Table showing ​responds towards Service Quality dimension​. 51

Table 13 Table showing dependence of customers towards Maruti in future. 55

Table 14 Table showing degree of satisfaction with overall serviceby Maruti 57

Table 15 Table showing what customers have recommended to better Maruti 59

Department of BBA Jan-May 2019

Tables Contents Page

Table 1 Graph showing gender groups . 32

Table 2 Graph showing annual family income. 34

Table 3 Graph showing how the vehicle booking was done. 36

Table 4 Graph showing booking vehicle on the preferred day. 38

Table 5 Graph showing rating organization towards customer query . 40

Table 7 Graph showing timely service by our staff to customers . 44

Table 8 Graph showing satisfaction with workmanship of service machine. 46

Table 10 Graph showing willingness of staff to listen individual points . 50

Table 11 Graph showing ​responds towards Service Quality dimension​. 52

Table 13 Graph showing dependence of customers towards Maruti in future. 56

Table 14 Graph showing degree of satisfaction with overall serviceby Maruti 58

Table 15 Graph showing what customers have recommended to better Maruti 60

Department of BBA Jan-May 2019

‘A STUDY ON SERVICE QUALITY MODEL AT MANDOVI MOTORS’

Ashok Nagar, Bengaluru - 560 001 PES University

PES University, BBA Programme, Bengaluru - 85

Name of the Student : SHARADHI HARSHA

I , Sharadhi Harsha , hereby declare that the dissertation entitled , ‘ A STUDY ON

Table 11 Table showing responds towards Service Quality dimension. 51

Table 11 Graph showing responds towards Service Quality dimension. 52

“Achievements of Mandovi Motors:

”Transparency & objectivity:

1.2 Advantages of Service quality model

2. Literature review

A Literature review is a critical and in depth evaluation of previous research. It is a

I Gede Mahatma Yuda Bakti,Sik Sumaedi title of the paper is “P-TRANSQUAL: a

Ø Buying experience like no other:

Ø Quality Service across 1036 Cities:

Ø Commodity price risks

Ø Exchange rate risk

Lack of experience in foreign market