Professional Documents
Culture Documents
Pes Project 6th Sem
Pes Project 6th Sem
Dissertation on
Submitted by
Under guidance of
DEPARTMENT OF BBA
“Customer satisfaction at level of Anant cars”
CERTIFICATE
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
the guidance of Professor. Shruthi Patel B.S, Designation, Affiliation, and is being
PLACE: Bengaluru
DATE: 29th April 2019
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.
Chapter VI FINDINGS 43 – 44
S
SUGGESTIONS 47 – 48
BIBILOGRAPHY 50
ANNEXURE 51 – 56
Abstract
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Rakshitha Kishore
[Email address]
Department of BBA Jan – April 2019 Page 6
“Customer satisfaction at level of Anant cars”
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
4. Retail Marketing
CUSTOMER LOYALTY:
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.
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”.
Hence, even though earning profits is the motive the company is should set reasonable
prices in order to satisfy customers.
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.
Chapter -2
LITERATURE REVIEW
(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.
(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
(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.
CHAPTER – III
COMPANY PROFILE
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
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
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
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
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
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.
e) Statistical Tools for Analysis – The collected data was transformed in an excel
sheet and represented graphically for reliable results.
CHAPTER – V
20-25 50 50%
30-35 34 34%
40-45 8 8%
50-55 8 8%
ANALYSIS- The company has to focus on some target set of customers who are 40 and
above to again consistent trust.
50000-100000 65 65%
100000-500000 20 20%
500000-700000 10 10%
700000-900000 5 5%
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.
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%.
Employee 43 44.2%
Student 10 9.6%
Business 39 38.5%
ANALYSIS- The company has to focus on acquiring more sets of families and business
classes more often to enhance customer preference of products.
Married 57 56.7%
Unmarried 43 43.3%
ANALYSIS-from the above graph its showing that they are more male respondents
than female
INTERPRETATION- From above analysis 56% of customers are male and 44% of
customers are female.
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.
INTERPRETATION- from above analysis 59% of customers who prefer SUV and 15%
of customers are hatch back.
Average 12 12.5%
Good 29 28.8%
Bad 0 0%
ANALYSIS- from above graph its showing product response from the customers where
more customers feel like very good and some of them are average.
INTERPRETATION- from above analysis the more customers of 59% belongs to very
good, 12.5% belongs to average,28% belongs to good.
ANALYSIS- from above graph its showing the expectation of the customers, and where
they are 44% more variety of cars
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.
ANALYSIS-from above graph its showing the price of the car where the more customers
have respondent to average price 79%
INTERPRETATION- from above analysis highly priced belong to 13%, average price
belong to 79%, low price belong to 8%.
Tata 13 12.5%
Hyundai 19 19.2%
Ford 28 27.9%
ANALYSIS- from above graph its showing the competition in market where there are
more respondents for Maruti Suzuki.
INTERPRETATION- from above analysis there 12.5% of tata, 40% belong to Maruti,
19.2% belong to Hyundai,28% belong to ford.
Yes 82 81.7%
No 13 13.5%
Cannot say 7 7%
ANALYSIS- from above graph its showing the attraction of generation of these days
where they are more respondents for yes.
INTERPRETATION- from above analysis they are 82% of yes and 13.5% of no, and 7%
of cannot say.
Average 18 18.3%
Less 2 1.9%
ANALYSIS- from above graph its showing the space aviaable in the car where more
customers respondents are extremely spacious.
Good 52 51.9
Average 3 3%
Bad 3 3%
ANALYSIS- from above graph its showing the interior of car and more respondents of
customers belong to good.
INTERPRETATION-from above analysis the 42% belong to very good, 51% belong to
good, 3% belong to average, 3% belong to bad.
Yes 41 41.3%
No 59 58.7%
ANANLYSIS-from above graph its showing the logo of the company where they are
more respondents 58%
Quality 17 16.3%
Service 17 17.3%
Price 16 16.3%
ANALYSIS- from above graph its showing the best thing in car where more no of
respondents are style and design.
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
Good 45 45.2%
Average 3 03.1%
ANALYSIS- from above graph its showing boot space aviable in car where more
customers respondents are very good.
INTERPRETATION- from above analysis 52% belong to very good, 45% belong to
good, 3% belong to average.
Satisfied 43 43.3%
Dissatisfied 3 03%
ANALYSIS- Above graph its showing that car service and satisfaction of customers are
satisfied with car service.
Yes 36 35.6%
No 64 64.4%
ANALYSIS- Above graph its showing car of mid level sedan and the high respondents
are NO and its percentage is 64%.
INTERPRETATION- from above analysis its shows that 36% belongs to yes, and 64%
belongs to no.
RECOMMENDATIONS
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
(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.
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
Hatch back
SUV
MUV
Sedan
Very good
Average
Good
Bad
If you are going to be a customer of M&M cars in future, what will be your expectation?
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
Extremely spacious
Average
Less
Very good
Good
Average
Bad
Yes
No
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
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