Pes Project 6th Sem

PES UNIVERSITY
(Established under Karnataka Act No. 16 of 2013)
100-ft Ring Road, Bengaluru – 560 085, Karnataka, India
Dissertation on
‘CUSTOMER SATISFACTION LEVEL AT ANANT CARS’
Submitted by
BHUVANESH N REDDY (01FB16MBM026)
Jan. - Apr. 2019
Under guidance of
External Guide Internal Guide
MR. Prithvi Prof. Shruthi Patel B.S

Anant car Department of BBA
Head office PES University
Bengaluru - 560076 Bengaluru -560085
FACULTY OF MANAGEMENT STUDIES
DEPARTMENT OF BBA
“Customer satisfaction at level of Anant cars”
CERTIFICATE
This is to certify that the Dissertation entitled
‘CUSTOMER SATISFACTION LEVEL AT ANANT CARS’
is a bonafide work carried out by
BHUVANESH N REDDY (01FB16MBM026)
In partial fulfillment for the completion of ____ semester course work in the Program of Study
BBA under rules and regulations of PES University, Bengaluru during the period Jan. 2019 –
Apr. 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 VI th
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
Name of the student: BHUVANESH N REDDY
Department of BBA Jan – April 2019 Page 1

DECLARATION
I, Bhuvanesh hereby declare that the dissertation entitled, ‘CUSTOMER
SATISFACTION LEVEL AT ANANT CARS’, is an original work done by us under
the guidance of Professor. Shruthi Patel B.S, Designation, Affiliation, and is being
submitted in partial fulfillment of the requirements for completion of VIth Semester
course work in the Program of Study BBA.
PLACE: Bengaluru
DATE: 29th April 2019
NAME AND SIGNATURE OF THE CANDIDATE

ACKNOWLEDGEMENT
I am extremely humble in expressing my gratitude to my university for granting me this
opportunity to do my project at Anant cars, Bengaluru. It has given me exposure and
immense knowledge about various departments functioning in the organization, It has
given me a detailed exposure both in practical and theoretical aspects.
I would like to thank my company guide MR. Prithvi (Executive HR) 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 Dr Harish. G. Also, I would like to thank my internal guide
Professor. Shruthi Patel B.S for guiding me in this journey and being a constant
support throughout my project work, Lastly I would like to thank my parents and friends
for being supportive in my project journey.

TABLE OF CONTENTS
Chapters Contents Page
INTRODUCTION
1.1 Introduction of the topic
1
1.2 Need / Importance of the topic
2
Chapter I 1.3 Theoretical Implication of the topic
3
1.4 Recent Trends of the topic
4
Chapter II LITERATURE
5-7
REVIEW
Chapter III COMPANY PROFILE 8 - 16
Chapter IV RESEARCH DESIGN

4.1 Statement of the problem 17
4.2 Need of the Study 17
4.3 Scope of the Study 17
4.4 Objectives of the Study 18
4.5 Significance of the Study 18
4.6 Limitations of the Study 18
4.7 Research Methodology 19
Chapter V DATA PROCESSING
AND ANALYSIS 20- 42
Chapter VI FINDINGS 43 – 44
Chapter VII RECOMMENDATION 45 – 46
S
SUGGESTIONS 47 – 48
Chapter VIII CONCLUSION 49
BIBILOGRAPHY 50
ANNEXURE 51 – 56


Abstract
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When you’re ready to add your content, just click here and start typing.]
Rakshitha Kishore
[Email address]
Chapter – I
INTRODUCTION
1.1 Background of the Topic:
Customers expect certain things after they walk into a business, and people with the best
level of service can knowledge to pot those expectations and meet them to the customer
satisfaction.
However, this method is not as easy as it sounds. Customer expectations are dynamic in
nature and their expectations varies among the wide range of products and services
available in the market. However, when the customers don’t feel satisfied with the
product and the quality of service provided this leads to customer dissatisfaction.
“A study on customer service at Anant cars auto Pvt ltd” is a study that helps in
understanding the customer expectations and to explore the service quality of Anant cars
auto Pvt ltd.
SATISFACTION:
1. Digital Marketing
2. Corporate Sales
3. Branding and Advertising
4. Retail Marketing
Customer satisfaction is a part of customer’s experience that exposes a supplier’s

behavior on customer’s expectation. It also depends on how effectively it is managed
and what is the quality of service provided.

CUSTOMER LOYALTY:
Customer loyalty is the result of consistently positive emotional experience, physical

attribute based satisfaction and perceived value of an experience which includes
product or services.
CUSTOMER VALUE:
Customer value includes two aspects namely desired value and perceived value.
Desired value is nothing but what customer’s desire in a product/service. Whereas
perceived value is the benefit that a customer believes that he/she received from a
product after purchasing it.
CUSTOMER SATISFACTION IN AUTOMOBILE INDUSTRY.
Customer satisfaction plays a major role in manufacturing industry. Their aim is to fulfil
the desires of the customers by providing high quality products and services in order to
achieve their ultimate goal by satisfying their existing customers and attracting new
customers.

FACTORS AFFECTING CUSTOMER SATISFACTION IN AUTOMOBILE

INDUSTRY:
 Quality of the product/service
 Uniqueness of the product
 Price of the product
 Delivery of the product at right time
1.2 NEED/IMPORTANCE OF THE STUDY

Customer satisfaction is the key to both customer retention and customer
acquisition. Satisfied customers will not only buy from you again, they also have the
potential to become loyal customers to the brand and share their great experiences
with others which leads in attracting more customers. This results in more revenue
for the company and achieve their ultimate goal by satisfying the customers.
The main ones can be increase in loyalty, increases bench marks for a company,
increase competitive advantage etc.
i) Increases Loyalty
As there are many number of the companies in the market, the customers has lots of
options to choose at his will. A company makes at most efforts to satisfy customers with
their product/service. All company work hard to gain new customers. The toughest part
of the companies is to make their new customer their loyal customer, companies believes
the concept “Higher the customer satisfaction higher the customer loyalty”. The company
ensures to reach the customer expectations, the companies believe that “When customer
expectations are met the customers becomes loyal”
ii) Increases feedback surveys
Feedback from customers play crucial role to improve the product or service. When the
customer isn’t satisfied with the product or service he/she tend to change the producer.
So, feedbacks or follow up helps to determine the area of problem. When the customers
express dissatisfaction about the product or service the company makes the efforts to
rectify the areas of concern

“When customers share their story, they’re not just sharing pain points. They’re actually
teaching you how to make your product, service, and business better. Your customer
service organization should be designed to effectively communicate those issues.” –
Kristin Smaby, “Being Human is Good Business”.
iii) Improves pricing strategy

Revenue for a company is the basic motive in order to start up a business. Every
company tries to achieve higher revenue. Customer satisfaction is also based on the
prices for product/service offered. The customer measure the value of product/ service
offered. Customers determine the worth of the product according to price of the
product/service. Even though the product/service is up to mark, customers are dissatisfied
when it is charged more. In order to retain customers the company invests time to set up
the price which are customers are satisfied and the price yields the company better profits
as well.
Hence, even though earning profits is the motive the company is should set reasonable
prices in order to satisfy customers.
iv) Increases competitiveness

Each and every company tries to stand high amongst its competitors. One of the factors
that separate one company from others is satisfaction. The customers change their minds
at will, they prefer the product/service which gives them higher satisfaction. All the
company work hard to ensure that they satisfy customers. All the company wait for an
opportunity that their competitors mess up something and they make their way utilizing
their weakness.
v) Great Customer experience

The importance customer satisfaction never reduces even though the company grows
from strength to strength. The customer experience from the product/service reflects on
the company profits and brand value. The comments either negative or positive makes a
company grow from better to best.
Positive customer experience helps to analyze the strength of the company whereas;
negative customer feedback is a learning curve for the company.

1.3 Theoretical implications of the study :
CUSTOMER:
A party that receives or consumes products (goods/services) and has the ability to
choose among various brands and suppliers.
1.4 Recent trends
 The Internet of Things Sparks Innovation.
A hot topic across industries, the Internet of Things (IoT) will have a
significant impact on automotive and beyond. Connected devices are the next
major step as the industrial market revolutionizes, and automotive value chain
processes will be greatly affected by innovation in this area.
 Cloud Technology Speeds Growth.

The automotive industry is beginning to embrace the many advantages of
cloud technology. In 2018, a larger move-to-cloud is anticipated with many
factors influencing this trend, including the “Industry 4.0” transition.
 Advance analytics will inform products.
Industry experts predict that a heightened focus on analytics will
increasingly impact automotive. Emphasis on analytics will be the key to
streamlined, agile, and smart processes that promote innovation in the
sector.

 Artificial intelligence shifts to a higher gear.

Artificial Intelligence (AI) embedded in robotic process automation (RPA) has
been prevalent in automotive manufacturing for years, but as AI evolves and
grows more intuitive, the industry will reap additional benefit.
The use of enhanced AI in assembly lines has streamlined vehicle
production, making the manufacturing process more productive, efficient,
and cost-effective. With its ever-improving cognitive abilities, AI will be able
to perform more complex tasks that require immense detail, speed, and
precision. This, in turn, will improve process quality.
Advanced AI will also be able to detect problems within manufacturing
systems. Analysis from AI-based quality reports can be used to discover the
root causes of defects and improve overall production processes, saving
manufacturers from potentially catastrophic events.
Quality assurance will be a major benefit of improved AI technology.
Currently, most quality inspections are performed by human workers; this is
a relatively slow process that is prone to errors. An AI based system will
constantly improve its analysis based on feedback, growing more intelligent
over time and offering the most accurate and efficient quality testing.
 Looking down the Road

2017 is sure to be an exciting year for automotive. These four trends will
accelerate an already transforming industry, putting forth new business
models, highly advanced product offerings and ground-breaking applications
of technology.

Chapter -2
LITERATURE REVIEW
 (Kumar Mishra 2014) This paper is focused on customer satisfaction on after

sales service said nowadays advertise could be a more client oriented within
the sense all the business activities rotate around fulfilling the client by
satisfying their desires through compelling benefit. After-sale benefit is vital
since it makes a difference to guarantee that clients are fulfilled with their
purchase and in case of any trouble with the product, they can get offer
assistance.
 (Aradhana Krishna 2014) This study on customer satisfaction stated that,

buying behavior can be affected can be affected not as it were by the
current cost of a product but also by what cost they anticipate in future.
(Perk et al. 2014) surveying customer information have watched that
customer information is a vital build in understanding customer behavior
such as data look and data preparing. An increment in self-assessed
information was related with a diminish within the utilization of deals
person’s proposals.
 (Foss and stone, 2010) This paper on customer expectations on after sales
service explained that, expanding competition within the manufacturing
industries with fast improvement of new client benefit innovations has
expanded the centre on improving client relationship. In expansion, as the
nature of products within the manufacturing industry is exceedingly helpless
to specialized and mechanical issues, compelling after sale benefit is
exceptionally fundamental.


 (SiljaHokkanen, 2012) In this study, the effect of in store client benefit on

post purchase analysed that how in store client service can influence
satisfied customers post purchase behavior in terms of store returns. The
studies have revealed that in store client service can emphatically influence
buyers post
 purchase assessments of benefit, and by expanding the level of in store

benefit the deals individual can impact the customers. This helps in
minimizing the store returns.
 (Arthur 2006)This paper explained about the importance of promoting a

product. This outcomes show that a customer considers overall factors at
the time of buying a product, however majority of the customers give
importance to the brand image. This paper also explains the socioeconomic
factors that satisfies the customers.
 (Bitner 2001) This study said, the use of modern technology in providing
better quality service is important for any organization (Bitner 2001, Delone,
McLean 2003: ding ad staub, 2008: Zeithaml et al, 2002). The direct or
indirect changes occurred in the market has to be changed by the
technologically sound companies and the adoption of modern technology
and hitting the market first always pays better returns in the market.
 (Balasavi, Treeffadil) This study reveals that the usage of client’s service
concept on branded car service chain. The report will start with the
description of the rapport between service and sales. It will proceed by

explaining the Israeli car service market. At last, the report will look at the
most discoveries on one auto workshop which executed this topic.
 (Manish kumar Srivastava) This is a study explained about the post purchase
behavior of clients of Hyundai with extraordinary reference to the unused
variation of i10 in Chennai city. This study moreover makes a difference to
recognize the fulfillment level of clients and the adequacy of after-sales
benefits. This moreover proposes the ways to progress the fulfillment level
and after-sales benefit of clients of i10and gives a clear picture of the clients
towards Hyundai.
 (Vikram Shende) The study tells us about the impact of Sales

Promotion on Buyer Behaviour: An Empirical Study of Indian Retail
Customers. The objective of the paper is competition is becoming tough and
many coming up with different retail formats. This paper tries to find the
impact of retail sales promotion on consumers purchasing behavior
 (Treeffadil) The study tells us about the analysis of Research in Consumer

Behavior of Automobile Car Customer. The main objective is proper
understanding of consumer buying behavior. The findings of the study To
study the purchase decision process and its impact on consumer buying
behaviour.


CHAPTER – III
COMPANY PROFILE
3.1 ABOUT THE COMPANY
 Anant cars is a part of Kalyani bajaj founded by Mr A.Krishna raju who is leading
dealer for bajaj auto ltd in Bengaluru with full fledged sales,service and spares
network in mekri circle, Yelahanka, devanahalli and chickballapura.
 Kalyani bajaj are also authorized distributor for bajaj genuine spare parts for
banglore, tumkur and kolar districts.
 Anant cars is the authorized dealers for MAHINDRA & MAHINDRA for both
personal and commercial range of vehicles in bengaluru with the state of art
personal car dealership on bannerghatta road.
History
Mahindra and Mahindra was setup as a steel trading company in 1945 in
Ludhiana as Mahindra and mohammed by brothers K.C. Mahindra and J.C.
Mahindra and malik Ghulam
mohammed. After India gained independence and pakistan was formed,

mohammed immigrated to Pakistan where he became the countries first finance
minister. The company changed to its name to Mahindra and Mahindra in 1948.
It eventually saw a business opportunity in expanding into manufacturing and
selling larger MUVs, starting with the assembly under license of the Willys jeep
in India. Soon established as the jeep manufactures of India, the company later
commenced manufacturing light commercial vehicles ( LCVs) and agricultural
tractors. Today , Mahindra and Mahindra is a key player in the utility vehicle
manufacturing and branding sectors in Indian automobile industry with its
flagship Mahindra XUV 500 and uses India’s growing global market presence in
both the automotive and farming industries to push its products in other
countries.
Over the past few years, the company has taken interest in new industries and in
foreign
markets. They entered in two wheeler industry by taking over kinetic motors in
India. M&M also has a controlling stake in the REVA electric car company and
acquired South Korea’s SsangYong motor company in 2011. 2010 &11 M&M

entered in micro dripped irrigation with the take over of EPC industries ltd in
Nasik.
ANANT CARS are the dealers of Mahindra and Mahindra company where they have
many branches throughout the cities. They deal with the larger sector and even they
have their manufacturing plant and spare parts in devanahalli, mekeri circle, yelanka
districts
3.2 COMPETITORS OF *Company name*

1. TATA
2. MARUTI SUZUKI
3. HYUNDAI
4. FORD
3.3 SWOT ANALYSIS
Strength Weakness
 Strong market share provides a  geographic dependence
competitive advantage to the  Over dependence on automotive
company and allows the company industry
to focus on innovation  Product recalls efforts brand image
 majorly focuses on value addition
and value engineering approach
etc
Opportunity Threat
 growth in India automotive  competition in the automotive
industry industry
 increasing demand for hybrid  competition in other business put
electric vehicles pressure on M&M
 emerging nations  stringent regulations


CHAPTER – IV
RESEARCH DESIGN
4.1 STATEMENT OF THE PROBLEM
 Satisfaction level is the level of satisfaction appeared by a customer towards the

product. The problem statement of my project is “ how are the customer satisfied
by the product of the company?”
 Building customer loyalty is important as it often leads to more business because;

loyal customers tend to make more than a single transaction. Loyal customers will
spend more as they already trust your brand.
4.2 NEED OF THE STUDY
The is a effort to understand customer needs, wants and desires towards automobile
products and its features and its major services so as to enhance customer experience
with customer satisfaction engaging in customer retention to deliver them with
superior quality and competitive pricing
4.3 SCOPE OF THE STUDY
 This study will help to understand why customer loyalty is important and the
impact.
 This study will help Anant cars auto Pvt ltd to understand why customer
satisfaction is important to maximize profits.
4.4 OBJECTIVES OF THE STUDY
 To analyse the customer satisfaction at anant cars
 Top research on various variables impacting customer satisfaction
 To compare various parameters of customer satisfaction

4.5 LIMITATIONS OF THE STUDY
 Opinions can be rational and dynamic in nature

 Limited number of samples were collected due to time constraints
 A subset of the population is considered as a sample
 Responses are based on customer reviews, word of mouth
4.6 RESEARCH METHODOLOGY
a) Sample Design –
i. Sample Size – sample size is the number of observations made out of 100
customers were given the questionnaire to fill it up.
ii. Sample Unit – Banglore
iii. Sampling Method – Probability sampling
b) Data Collection Method –
i. Primary Data – Questionnarie
ii. Secondary Data – In this project secondary data is collected through

company’s website and other publications. Internet plays a major role in
collection of the data. Literature review is also done to know if any similar
or related research was done before and to find out their findings out their
findings out of the paper.

c) Research Type – Exploratory research – It is a research that is conducted for a

problem that has for a problem that has not been studied clearly before. In other
words, it is a research done for the first time by a researcher.
d) Instrument of Data Collection – Questionnarie
e) Statistical Tools for Analysis – The collected data was transformed in an excel
sheet and represented graphically for reliable results.

CHAPTER – V
DATA PROCESSING AND ANALYSIS
1. Table showing age of Respondents
AGE RESPONDENTS PERCENTAGE
20-25 50 50%
30-35 34 34%
40-45 8 8%
50-55 8 8%
Total 100 100%
ANALYSIS- The company has to focus on some target set of customers who are 40 and
above to again consistent trust.

INTERPRETATION- Out of 104 responses ,49% belongs to 20-25 years, 32.7%

belongs to 30-35 years, 7.7% belongs to 40-45 years, 10.6% belongs to 50-55 years.

2. Table showing income of respondents

INCOME RESPONDENTS PERCENTAGE
50000-100000 65 65%
100000-500000 20 20%
500000-700000 10 10%
700000-900000 5 5%
TOTAL 100 100%
ANALYSIS- The company has to focus on income of people where they are average
income people are more and price range of 5-7 lakh and 7-9 lakh are showing the least
percentage.

INTERPRETATION- Out of 104 respondents surveyed, 71.2% belongs to 50000-

100000, 24% belongs to 100000-500000, 6% belongs to 500000-700000, and 4% belongs
to 700000-900000.

3. table showing gender of respondents
GENDER RESPONDENTS PERCENTAGE
MALE 73 72.1%
FEMALE 26 26.9%
OTHERS 5 5%
ANALYSIS- There are more male respondents than female. Were male are 73%
Female are 26%, others 5%.

INTERPRETATION- Out of 104 respondents, 72% belongs to male, 26.9% belongs to

female.

4. table showing professional qualification of respondents.

QULIFICATION RESPONDENTS PERCENTAGE
Employee 43 44.2%
Student 10 9.6%
Home maker 8 7.7%
Business 39 38.5%
Total 100 100%
ANALYSIS- The company has to focus on acquiring more sets of families and business
classes more often to enhance customer preference of products.

GRAPH SHOWING PROFESSIONAL QUALIFICATION
INTERPRETATION- Out of 100 respondents surveyed, 44.2% belongs to employee,

9.6% belongs to student, 7.7% belongs to home maker, and 38.5% belongs to business.

5. table showing martial status of respondents.
STATUS RESPONDENTS PERCENTAGE
Married 57 56.7%
Unmarried 43 43.3%
Total 100 100%
ANALYSIS-from the above graph its showing that they are more male respondents
than female

GRAPH SHOWING MARTIAL STATUS
INTERPRETATION- From above analysis 56% of customers are male and 44% of
customers are female.

1.6 Table showing what type of cart do u prefer?
TYPE RESPONDENTS PERCENTAGE
Hatchback 14 14.4%
SUV 60 59.6%
MUV 12 12.5%
Sedan 14 13.5%
Total 100%
ANALYSIS- from above graph its showing there are 14.4% are belongs to hatchback,
59% belong to SUV, and 12.5% belong to MUV, 13.5% belong to sedan.

GRAPH SHOWING WHAT TYPE OF CAR DO YOU PREFER
INTERPRETATION- from above analysis 59% of customers who prefer SUV and 15%
of customers are hatch back.

7. Table showing perceptions about Mahindra automobile’s product.
PERCEPTIONS RESPONDENTS PERCENTAGE
Very good 59 58.7%
Average 12 12.5%
Good 29 28.8%
Bad 0 0%
Total 100 100%
ANALYSIS- from above graph its showing product response from the customers where
more customers feel like very good and some of them are average.

GRAPH SHOWING PERECEPTIONS ABOUT THE AUTOMOBILE
INTERPRETATION- from above analysis the more customers of 59% belongs to very
good, 12.5% belongs to average,28% belongs to good.

8. Table showing the expectations of customers
EXPECTATION RESPONDENTS PERCENTAGE
More variety of cars 44 44.2%
More value for money 19 19.2%
Improved quality of car 25 25%
Better after sales service 12 11.5%
Total 100 100%
ANALYSIS- from above graph its showing the expectation of the customers, and where
they are 44% more variety of cars

GRAPH SHOWING THE EXPECTATIONS OF CUSTOMERS
INTERPRETATION- from above analysis the more respondents of customers are 44% of
more variety of cars, 19% belong to more value for money,25% belong to improved
quality of sales, 11.5% belong to better after sales service.

9. Table showing price of the car
PRICE RESPONDENTS PERCENTAGE
Highly priced 13 13.5%
Average price 79 78.8%
Low price 8 7.7%
Total 100 100%
ANALYSIS-from above graph its showing the price of the car where the more customers
have respondent to average price 79%

GRAPH SHOWING THE PRICE OF THE CAR
INTERPRETATION- from above analysis highly priced belong to 13%, average price
belong to 79%, low price belong to 8%.

10. Table showing competition brands in the market
BRAND RESPONDENTS PERCENTAGE
Tata 13 12.5%
Maruti Suzuki 40 40.4%
Hyundai 19 19.2%
Ford 28 27.9%
Total 100 100%
ANALYSIS- from above graph its showing the competition in market where there are
more respondents for Maruti Suzuki.

GRAPH SHOWING COMPETITION BRANDS IN THE MARKET
INTERPRETATION- from above analysis there 12.5% of tata, 40% belong to Maruti,
19.2% belong to Hyundai,28% belong to ford.

11. Table showing attraction towards car of these generations
GENERATIONS RESPONDENTS PERCENTAGE
Yes 82 81.7%
No 13 13.5%
Cannot say 7 7%
Total 100 100%
ANALYSIS- from above graph its showing the attraction of generation of these days
where they are more respondents for yes.
GRAPH SHOWING ATTRACTION TOWARDS THESE GENERATION CARS

INTERPRETATION- from above analysis they are 82% of yes and 13.5% of no, and 7%
of cannot say.
1.12 Table showing space available in the car

SPACE RESPONDENTS PERCENTAGE
Extremely spacious 80 79.8%
Average 18 18.3%
Less 2 1.9%
Total 100 100%
ANALYSIS- from above graph its showing the space aviaable in the car where more
customers respondents are extremely spacious.
GRAPH SHOWING SPACE AVIABLE IN CAR

INTERPRETATION-from above analysis 80% belong to extremely, 18% belong to

average, 2% belong to less.
13. Table showing the interior of car

INTERIOR RESPONDENTS PERCENTAGE
Very good 42 42.3%
Good 52 51.9
Average 3 3%
Bad 3 3%
Total 100 100%
ANALYSIS- from above graph its showing the interior of car and more respondents of
customers belong to good.
GRAPH SHOWING THE INTERIOR OF CAR

INTERPRETATION-from above analysis the 42% belong to very good, 51% belong to
good, 3% belong to average, 3% belong to bad.
14. Table showing logo of the company

LOGO RESPONDENTS PERCENTAGE
Yes 41 41.3%
No 59 58.7%
Total 100 100%
ANANLYSIS-from above graph its showing the logo of the company where they are
more respondents 58%
GRAPH SHOWING LOGO OF THE COMPANY

INTERPRETATION-from above analysis 41% belong to yes, 59% belong to no.
15. Table showing the best thing in Mahindra

BEST RESPONDENTS PERCENTAGE
Quality 17 16.3%
Style and design 50 50%
Service 17 17.3%
Price 16 16.3%
Total 100 100%
ANALYSIS- from above graph its showing the best thing in car where more no of
respondents are style and design.
GRAPH SHOWING THE BEST THING IN MAHINDRA

INTERPRETATION- from above analysis 16.3% belong to quality, 50% belong to style
and design, 17% belong to service, 16% belong to price.
16. Table showing is the Mahindra cars have a largest boot space

BOOT SPACE RESPONDENTS PERCENTAGE
Very good 52 51.9%
Good 45 45.2%
Average 3 03.1%
Total 100 100%
ANALYSIS- from above graph its showing boot space aviable in car where more
customers respondents are very good.
GRAPH SHOWINGH THE BOOT SPACE AVIABLE IN MAHINDRA CARS

INTERPRETATION- from above analysis 52% belong to very good, 45% belong to
good, 3% belong to average.
17. Table showing car service and satisfaction of customers

SERVICE RESPONDENTS PERCENTAGE
Satisfied 43 43.3%
Dissatisfied 3 03%
Very satisfied 50 50%
Very dissatisfied 4 04%
Total 100 100%
ANALYSIS- Above graph its showing that car service and satisfaction of customers are
satisfied with car service.

GRAPH SHOWING CAR SERVICVE AND SATISFACTION OF THE
CUSTOMERS
INTERPRETAON- Above analysis 43% belongs to satisfied, 3% belongs to dissatisfied,

50% belongs to very satisfied, 4% belongs to very dissatisfied.

18. Table showing car of mid level sedan
SEDAN RESPONDENTS PERCENTAGE
Yes 36 35.6%
No 64 64.4%
Total 100 100%
ANALYSIS- Above graph its showing car of mid level sedan and the high respondents
are NO and its percentage is 64%.

GRAPH SHOWING CAR OF MIDDEL LEVEL SEDEAN
INTERPRETATION- from above analysis its shows that 36% belongs to yes, and 64%
belongs to no.

CHAPTER-VII
RECOMMENDATIONS
 To improve in their sales executive attitude.

 To concentrate more on the service provided by Anant cars.
 To improve in product promotion strategies using social media.
 To implement good negotiation’s to the customers.
 Quick response in order to satisfy unhappy customers.
 To improve in their service quality.
 To improve in product promotion for their product.
 To improve in their feedback process.
 The automobile industry is an important global driver of growth, income,
innovation and employment.
 The company plays a pivotal role in country’s rapid economic and industrial
development.
 It should improve in various infrastructure facilities.


CHAPTER – VIII
CONCLUSION
Today in the customer driven economy all firms are engaged in a race to attract
customers and build a long term relationship with them. The key to customer’s loyalty is
through customer satisfaction. A satisfied customer will act as a spokesperson of the
company’s product, and bring more buyers. So marketers have to ensure customers value
satisfaction
From the study it says that company overall performance is very satisfied and the service
provided by Anant cars auto ltd is good.
Satisfaction is due to the following reason
 Price of the car
 Performance of the car
 Degree of satisfaction
 None of the respondents are not highly dissatisfied by the product or service.
All the efforts of the marketers are trying to understand buying motives, decision making
and working out suitable promotional strategy to suit the customer behaviour are to
ensure customer satisfaction

REFERENCES
 (Aradhana Krishna 2004).Reviews on study on customer satisfaction in

automobile industry in India.
 (Bitner 2001, Delone, and McLean 2003: ding ad staub, 2008: Zeithaml et al,
2002). The use of latest technology in delivering the service quality is
important for the organizations.
 (Balasavi, Treeffadil) Proceedings of the International Conference Marketing

- from Information to Decision. Dec2011, Vol. 4, p59-71. 13p Implementing
customer focused service concept in auto workshops in Israel.
 (Ganesh, soundarapandiyan, SCMS Journal of Indian Management. Oct2011,

Vol. 8 Issue 4, p78-89. 12p. 12 Charts.) Post purchase behavior of customers
towards Hyundai motors.
 (Huijuan Deng, Wiriyakitjar, and Rawida UTCC International Journal of

Business & Economics. Jun2017, Vol. 9 Issue 1, p101-115. 15p.) Factors
affecting customer satisfaction and loyalty.
 (Kumar Mishra 2014). A role of after sales service in customer satisfaction.

 Sija Hokkanen (2012). “The impact of in store customer service on post
purchase” Duggani yuva raju and Durga Rao. S (2014). “Customer
satisfaction towards Honda two wheelers”- Customer satisfaction and
expectation towards after sales service- S. Saravanan and prof. N.
Panchanatham (2009)
Websites :
 www.Google.com
 www.Ebsco.in
 www.googlescholar.com.

FINDINGS
 Out of 104 responses ,49% belongs to 20-25 years, 32.7% belongs to 30-35
years, 7.7% belongs to 40-45 years, 10.6% belongs to 50-55 years
 Out of 104 respondents surveyed, 71.2% belongs to 50000-100000, 24% belongs
to 100000-500000, 6% belongs to 500000-700000, and 4% belongs to 700000-
900000.
 Out of 104 respondents, 72% belongs to male, 26.9% belongs to female.
 Out of 100 respondents surveyed, 44.2% belongs to employee, 9.6% belongs to
student, 7.7% belongs to home maker, and 38.5% belongs to business.
 From above analysis 56% of customers are male and 44% of customers are
female.
 from above analysis the more customers of 59% belongs to very good, 12.5%
belongs to average,28% belongs to good.
 from above analysis the more respondents of customers are 44% of more variety
of cars, 19% belong to more value for money,25% belong to improved quality of
sales, 11.5% belong to better after sales service.
 from above analysis highly priced belong to 13%, average price belong to 79%,
low price belong to 8%.
 from above analysis there 12.5% of tata, 40% belong to Maruti, 19.2% belong to
Hyundai,28% belong to ford.
 from above analysis 80% belong to extremely, 18% belong to average, 2%
belong to less.
 from above analysis 16.3% belong to quality, 50% belong to style and design,
17% belong to service, 16% belong to price.

ANNEXTURE
Age
 20-25
 25-30
 30- 35
 35-40
 40-45
Gender
 Male
 Female
 Others.
Income
 50000-100000
 100000-500000
 500000-700000
 700000-900000
Professional qualification
 Employee
 Student
 Homemaker
 Business

Martial status
 Married
 Unmarried
What type of car do you prefer?
 Hatch back
 SUV
 MUV
 Sedan
What is your perception about Mahindra automobile’s product ?
 Very good
 Average
 Good
 Bad
If you are going to be a customer of M&M cars in future, what will be your expectation?
 More variety of car

 More value for money
 Improved quality of car
 Better after sales service

What about the price of the Mahindra car?
 Highly priced low price

 Moderate average price
Which brand accordingly to you is giving the most competition to Mahindra automobiles
in India?
 Tata
 Maruti Suzuki
 Ford
 Hyundai
Do you think that cars of Mahindra are capable to attract today’s generation ?
 Yes
 No
What do you think about the space available in car?
 Extremely spacious
 Average
 Less

What do you think about the interior of car?
 Very good
 Good
 Average
 Bad
Do you like the logo of Mahindra?
 Yes
 No
What is best things in Mahindra cars?
 Quality
 Style and design
 Service
 Price
Is Mahindra cars have largest boot space and its segment, what do you think about it?
 Very good
 Good
 Average

Are you satisfied with service and performance?
 Satisfied
 Dissatisfied
 Very satisfied
 Very dissatisfied

Finally if you want to have a car of mid level of sedan, will you go for that?
 Yes
 No

EXECUTIVE SUMMARY
However, this method is not as easy as it sounds. Customer expectations are dynamic in
nature and their expectations varies among the wide range of products and services
available in the market. However, when the customers don’t feel satisfied with the
product and the quality of service provided this leads to customer dissatisfaction.
“A study on customer service at Anant cars auto Pvt ltd” is a study that helps in
understanding the customer expectations and to explore the service quality of Anant cars
auto Pvt ltd.
Customer satisfaction plays a major role in manufacturing industry. Their aim is to fulfil
the desires of the customers by providing high quality products and services in order to
achieve their ultimate goal by satisfying their existing customers and attracting new
customers.
“Higher the customer satisfaction higher the customer loyalty”. The company ensures to
reach the customer expectations, the companies believe that “When customer
expectations are met the customers becomes loyal” Satisfied customers will not only buy
from you again, they also have the potential to become loyal customers to the brand
and share their great experiences with others which leads in attracting more customers.
The is a effort to understand customer needs, wants and desires towards automobile
products and its features and its major services so as to enhance customer experience with
customer satisfaction engaging in customer retention to deliver them with superior
quality and competitive pricing
To Analyse the customer satisfaction at Anant cars
Top research on various variables impacting customer satisfaction
To compare various parameters of customer satisfaction.




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PES UNIVERSITY

(Established under Karnataka Act No. 16 of 2013)

100-ft Ring Road, Bengaluru – 560 085, Karnataka, India

‘CUSTOMER SATISFACTION LEVEL AT ANANT CARS’

BHUVANESH N REDDY (01FB16MBM026)

Jan. - Apr. 2019

External Guide Internal Guide

MR. Prithvi Prof. Shruthi Patel B.S

This is to certify that the Dissertation entitled

‘CUSTOMER SATISFACTION LEVEL AT ANANT CARS’

is a bonafide work carried out by

BHUVANESH N REDDY (01FB16MBM026)

Name of the student: BHUVANESH N REDDY

Department of BBA Jan – April 2019 Page 1

I, Bhuvanesh hereby declare that the dissertation entitled, ‘CUSTOMER

SATISFACTION LEVEL AT ANANT CARS’, is an original work done by us under

submitted in partial fulfillment of the requirements for completion of VIth Semester

course work in the Program of Study BBA.

NAME AND SIGNATURE OF THE CANDIDATE

Department of BBA Jan – April 2019 Page 2

Department of BBA Jan – April 2019 Page 3

Chapter IV RESEARCH DESIGN

Chapter VII RECOMMENDATION 45 – 46

Chapter VIII CONCLUSION 49

Department of BBA Jan – April 2019 Page 4

Department of BBA Jan – April 2019 Page 5

3. Branding and Advertising

Customer satisfaction is a part of customer’s experience that exposes a supplier’s

Department of BBA Jan – April 2019 Page 7

Customer loyalty is the result of consistently positive emotional experience, physical

CUSTOMER SATISFACTION IN AUTOMOBILE INDUSTRY.

Department of BBA Jan – April 2019 Page 8

FACTORS AFFECTING CUSTOMER SATISFACTION IN AUTOMOBILE

1.2 NEED/IMPORTANCE OF THE STUDY

Department of BBA Jan – April 2019 Page 9

iii) Improves pricing strategy

iv) Increases competitiveness

v) Great Customer experience

Department of BBA Jan – April 2019 Page 10

1.3 Theoretical implications of the study :

 Cloud Technology Speeds Growth.

Department of BBA Jan – April 2019 Page 11

 Artificial intelligence shifts to a higher gear.

 Looking down the Road

Department of BBA Jan – April 2019 Page 12

 (Kumar Mishra 2014) This paper is focused on customer satisfaction on after

 (Aradhana Krishna 2014) This study on customer satisfaction stated that,

Department of BBA Jan – April 2019 Page 13

 (SiljaHokkanen, 2012) In this study, the effect of in store client benefit on

 purchase assessments of benefit, and by expanding the level of in store

 (Arthur 2006)This paper explained about the importance of promoting a

Department of BBA Jan – April 2019 Page 14

 (Vikram Shende) The study tells us about the impact of Sales

 (Treeffadil) The study tells us about the analysis of Research in Consumer

Department of BBA Jan – April 2019 Page 15

Department of BBA Jan – April 2019 Page 16

3.1 ABOUT THE COMPANY

mohammed. After India gained independence and pakistan was formed,

Department of BBA Jan – April 2019 Page 17

3.2 COMPETITORS OF *Company name*

3.3 SWOT ANALYSIS

Department of BBA Jan – April 2019 Page 18

Department of BBA Jan – April 2019 Page 19

3.2 COMPETITORS OF Company name