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

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

PREPARED BY NEENU.K.P

UNDER THE GUIDANCE OF

MS. SHIRIN.K. 1

DECLARATION

I, hereby declare that the project report entitled ³ AFTER SALES SERVICE IN INDUS MOTORS, CALICUT ³ and submitted for the award of third semester , Master of Business Administration and this report of work done by under the supervision of Ms.Shirin.K.C faculty of IMSAR.

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

NEENU.K.P

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ACKNOWLEDGEMENT

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

NEENU.K.P

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TABLE OF CONTENTS

Particulars

Page number

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

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LIST OF TABLES

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

Title

Page No.

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

AFTER SERVICE DEFECT
PROPER SERVICE FUTER COMPLAINTS INFORMATION ABOUT NEW PRODUCT RECOMMENTATION TO OTHERS

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14 4.7 4.17 4.1 4.3 4.8 4.19 Title Page No.11 4.6 4. 4.13 4.4 4.18 4.LIST OF CHARTS Table No.5 4. AGE WISE CLASSIFICATIONVICE GENDER WISE CLASSIFICATION PROFESSION AWARNESS ABOUT INDUS SERVICE QUALITY SERVICE ADVERTISERS UNDERSTANDING OVERALL QUALITY OF SERVICE COMMUNICATION DURING SERVICE COMPLAINT HANDLING LIKELINESS TO USE SERVICE PRICE TIMELY DELIVORY ATTENTION GIVEN TO MINOR COMPLAINS AFTER SALES WARRANTY AFTER SERVICE DEFECT PROPER SERVICE FUTER COMPLAINTS INFORMATION ABOUT NEW PRODUCT RECOMMENTATION TO OTHERS 6 .15 4.10 4.12 4.16 4.2 4.9 4.

Chapter I Introduction Scope of the study Need & Importance Objective Research methodology Limitation 7 .

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

fulfillment usually translate to solving problem and satisfy the customer is not enough to produce high level of customer loyalty. Drucker considered to be one of the leading management gurus in the world. This provides the researcher with a satisfaction "gap" which is semiquantitative in nature. It is in fact.experience of performance. Zeithaml and Berry as two different measures (perception and expectation) into a single measurement of performance relative to expectation. customer service is of vital importance. A society supports businesses as they survey its member by catering to their needs to 9 . but eating is not-their purpose. It's a well known fact that no business can exist without customers. Theodore Levitt. wanted and loved. Drucker argues that making money is a necessity and does not a purpose. express similar sentiment / all human have to eat to survive. Managerially. believes that the purpose of business to relate and them retain the satisfied customer. it's important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. ha Harward Business professor. The Purpose Of the Business: Peter F. Cronin and Taylor extended the disconfirmation theory by combining the "gap" described by Parasuraman. CUSTOMER SATISFACTION The word satisfaction comes from the Latin word ³satis´ (Enough) and faction (to do or make). which is fulfillment. In the business of Website design. Although the firm has to make the money. The customer is asked to evaluate each statement in terms of their perception and expectation of performance of the service being measured. to customer delight. business needs to move beyond more satisfaction. These words suggest the true meaning of Satisfaction. the end result a desirable out come of creating satisfied customer. Further more making money does not provide a legitimate reason for society and to support the moneymaking enterprise. who explains by an analogy with human beings. Because it's critical that you form a close working relationship with your client. What follows are a selection of tips that will make your clients feel valued. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale.

co part of the corporate mission and utilizes an understanding of the customer behavior as input to all its marketing plans and decision. but the society at large will condemn the firm and may even panelized it ± to the point of its extinction. Dissatisfying enough customer and not only will these specific customer stop buying from the firm. 10 . In repose to such messages.leave them satisfy.

features and customer feelings about service. The results represented through tables and chart.2 SCOPE OF THE STUDY Customer satisfaction is the ultimate aim of any business and there by business entirely depend upon its customer for its survival and growth. 11 . The study will be use for the company to make changes in price. Suggestions and conclusion are also given at the end of the report. So this study helps the researcher a lot to do any business in future. The study helps to know the necessary change in the service. It is also aims to find out the standards and qualities that the customer expects.1. Placement and promotion activities the study was conducted by doing a survey of 50 respondents in Calicut. From this study the preference and problem of the customer can be met. This project work was undertaken with a view to study the title of ³ A STUDY ON CUSTOMER SATISFACTION OF MARUTY INDUS MOTORS AFTER SALES SERVICE´.

To recommend suggestions to increase customer satisfaction where as there in the areas where there is a chance of improvement.1.  2. Secondary objective:  1.3 OBJECTIVES OF THE STUDY Primary objective: To undergo an in-depth study bout Maruti Indus Motors after sles service.  3. To rate the satisfaction level. To evaluate the attitude of customers towards Indus motors servicing. 12 .

Selecting a suitable sample by using a valid sampling technique d. there is a need for the clear identification of factors directly or indirectly contributing to the effectiveness of orientation training. collecting facts or data. It constitutes the blueprint for collection. Formulation of objective of the study b. analysing the facts and reaching certain conclusions either in the form of solutions towards the concerned problem or in certain generalisations for some thoeretical formulation. measurement and analysis of data. RESEARCH PROBLEM The research needs to know about the customer satisfaction derived from the after sales service offered by Indus Motors. STATEMENT OF THE PROBLEM The study is focusing on the development of strategies for effectively carrying out the orientation training programmed. So the company wants to know the present status of after sales service. In order for that. There exists of high level of competition in this sector. Preperation of a detailed report 13 . Calicut. Identify the methods of data collection c. RESEARCH METHODOLOGY Reasearch methodology refers to the systamatic method consisting of enunciating the problem. RESEARCH DESIGN Research Design is the conceptual structure within which research is conducted. formulating hypothesis. Collection of data by using a reliable instrument e. The design used for carrying out this research is Descriptive. Analysis and interpretation of datd f. This research design focus attention on the following a.6.

coding and tabulating. Various steps required for this purpose were editing. A sample of 50 was taken the sample size of 50 individuals were selected on the basis of convenient sampling technique. The individuals were selected from past and existing list of the customers to form sample and data were collected from them for the research study.As time and costs are the major limitation that the researcher faces.DATA TYPE: In this research the type of data collection is ‡ Primary data ‡ Secondary data SAMPLING PLAN: It is very difficult to collect information from every member of a population . ANALYSIS AND INTERPRETATION: Data collection through questionnaire resulted in availability of the desired information but these were useless until there were analyzed. Tabulating refers to bringing together similar data and compiling them in an accurate and meaningful manner. SAMPLE SIZE The sample size chosen for this study is 50 SOURCES OF DATA Primary Data: Filling up questionnaire by past and existing customers of after sales service 14 . bar chart and pie chart. The data collected by Questionnaire was analyzed. Calicut are the sample unit in the survey. SAMPLE UNIT The Customers of Indus Motors. interpreted with the help of table.

broaches. There are many methods of collecting primary data and the main methods include: Questionnaires Interviews Focus group interviews Observation case-studies Diaries Critical incidents Portfolios. true experiments and randomized controlled studies. PRIMARY DATA Primary data is the specific information collected by the person who is doing the research. It can be obtained through clinical trials. 15 . newspapers.Secondary Data: Books. SECONDARY DATA The secondary data are those which have already been collected by someone else and have been passed through statistical process. Websites. The secondary data for this study are already available in the firm's internal records. This information can be analyzed by other experts who may decide to test the validity of the data by repeating the same experiments. annual report. case studies. and data from company officials.

RESEARCH TOOL A structured questionnaire has been prepared to get the relevant information from The respondents. Here the data are systematically recorded from the respondents. 16 . The questionnaire consists of a variety of questions presented to the Respondents for their despondence.DATA COLLECTION METHOD The data collection method used in this research is survey method. The various types of questions used in this survey Are: Open ended questions Closed ended questions Multiple choice questions STATISTICAL METHODS USED Statistical tools used for the purpose of evaluation are chi-square analysis. Chi-square tes is conducted to find out whether there exists dependence relation between quality of service and price of service.

o The investigator intended to cover only few areas of Maruti Suzuki relevant to the proposed study. they gave positive answer while answering the questionnaire. o The respondents were reluctant to give correct information. o Even though the customers gave correct information during the unstructured interview conducted.LIMITATIONS OF THE STUDY There are certain limitations. o As the study was done within a limited time. investigator could not select a sufficiently large sample for the study. o The sample size fifty is very small 17 .

Chapter 2 Review of literature 18 .

ChapterIII Industry Profile Company Profile 19 .

India's passenger car and commercial vehicle manufacturing industry is the seventh largest in the world. with annual sales exceeding 8. As of 2009. India emerged as Asia's fourth largest exporter of passenger cars.5 million in 2009. South Korea and Thailand. Volkswagen/ Skoda. with the Indian city accounting for 60 per cent of the country's automotive exports. Chakan corridor near Pune is an upcoming vehicular production hub with General Motors. As of 2009. India is home to 40 million passenger vehicles and more than 1. behind Japan. with annual sales exceeding 8. It is the world's second largest manufacturer of motorcycles. India's passenger car and commercial vehicle manufacturing industry is the seventh largest in the world.1. with an annual production of more than 2. A major chunk of India's car manufacturing industry is based in and around the city of Chennai (also known as "Detroit of 20 . South Korea and Thailand. A major chunk of India's car manufacturing industry is based in and around the city of Chennai (also known as "Detroit of India"). By 2050.5 million cars were sold in India in 2009 (an increase of 26%). INDUSTRY PROFILE The Automotive industry in the Republic of India is one of the largest in the world. India manufactures over 11 million 2 and 4-wheeled vehicles and exports about 1.5 million cars were sold in India in 2009 (an increase of 26%). the country is expected to top the world in car volumes with approximately 611 million vehicles on the nation's roads. In 2009. It is the world's second largest manufacturer of motorcycles. India emerged as Asia's fourth largest exporter of passenger cars. behind Japan.6 million units in 2009. By 2050.3. the country is expected to top the world in car volumes with approximately 611 million vehicles on the nation's roads. In 2009. Mahindra and Mahindra in the process of setting up or already set up facilities The Automotive industry in India is one of the largest in the world and one of the fastest growing globally. making the country the second fastest growing automobile market in the world.5 million in 2009. making the country the second fastest growing automobile market in the world. India is home to 40 million passenger vehicles and more than 1.6 million units in 2009.5 million every year. with an annual production of more than 2.

Ritz. Eeco. Maharashtra is another prominent vehicular production hub with General Motors. WagonR. Aveo U-VA. E-Class. Swift DZire. Aveo. Fiat India (in collaboration with Tata Motors): Grande Punto. Omni.[10][11] Halol in Gujarat. Gypsy. Estilo.India"). City. Verna Transform. Beat. Kolkatta in West Bengal are some of the other automotive manufacturing regions around the country. y Honda Siel: Jazz. Grand Vitara y y y y Mercedes-Benz India: C-Class. i20. Cruze. i10. Mahindra Renault: Logan Maruti Suzuki: 800. Palio Stile. Endeavour. 1 Series. Swift. Accord. Linea. Ford India: Ford Figo. Aurangabad in Maharashtra. Lancer Cedia. Hyundai Motor India: Santro. Versa. Accent. Sonata Transform. with the Indian city accounting for 60 per cent of the country's automotive exports. 5 Series. A-star. Mahindra and Mahindra in the process of setting up or already set up facilities. Fiesta. Volkswagen/ Skoda. Ikon. Alto. Civic. Mitsubishi: (in collaboration with Hindustan Motors)[42]: Lancer. General Motors India y y y y Chevrolet (CSPIL): Spark. Optra. Gurgaon neighboring New Delhi. Chakan corridor near Pune. Tavera. Foreign automotive companies in India Vehicles manufactured or assembled in India y BMW India: 3 Series. 21 y y . Pajero Nissan Motor India: Micra. SX4.

Continental Flying Spur. Land Rover: Range Rover. M5. Fiat: Nuova 500. Azure. Prius. y y y y y y y y y y y y y y y y y y BMW: 6 Series. Fortuner*. Volkswagen: Beetle. Q5. Toyota: Land Cruiser. A6. Outlander. Phaeton. Volvo: S60. Octavia. SLK-Class. Innova. Laura. Jetta. X5. Nissan: Teana. Cayman. Touareg. XC90. Mulsanne. M3. Phantom Coupé. Freelander 2. Rolls Royce: Ghost. Murciélago. Mercedes-Benz: CL-Class. Q5. SL-Class.y Toyota Kirloskar: Corolla. 7 Series. y y Audi India: A4. Continental GT. X3. S80. M-Class. M6 and Z4. Land Cruiser Prado. Phantom Drophead Coupé. Lamborghini: Gallardo. 370Z. Viano. Camry. X-Trail. Passat. koda: Superb. Vehicles imported to India y y y y Audi: A8. Panamera. Q7. koda Auto India: Fabia. 22 . R8. S-Class. Brooklands. Boxter. XK. Bentley: Arnage. Range Rover Sport. TT. XJ. Volkswagen India: Polo. Phantom. CLS-Class. Superb. Discovery 4. Honda: Civic Hybrid. Jaguar: XF. Cayenne. Porsche: 911. Suzuki: Grand Vitara. Bravo. Chevrolet: Captiva. Mitsubishi: Montero. CR-V. X6. Maybach: 57 and 62.

Commercial Vehicle manufacturers in India Local Brands y y y y Ashok Leyland Force Mahindra Premier Tata Foreign Brands y y y y Volvo Audi BMW Mercedes-Benz 23 .

With an all time record sale of 28447 Maruti cars in the financial year 2008-09. The authorized Maruti dealers has become No.With an all time record sale of 28447 Maruti cars in the financial year 2008-09 Vision Transform Indus into World Class Dealership Mission We will pursue the development of our financial and human resources through diversified business activities.2: COMPANY PROFILE Indus Motors Pvt. Ltd. 1 Dealer in India. No other Maruti dealer in India has been able to reach such heights within one year. The No. We will uphold a professional code of conduct in the pursuit of our goals and are committed to taking up social responsibilities as a corporate citizen by dedicating a significant share of our productive surpluses for espousing social causes that would benefit our employees. in an ethical and socially responsible manner and in pace with the advancements of the day. Indus Motors Pvt. 1 Dealer in India.With an all time record sale of 26833 Maruti cars in the financial yeaThe authorized Maruti dealers has become No.3. 1 Dealer in India. The authorized Maruti dealers has become No. their families and the society at large.With an all time record sale of 28447 Maruti cars in the financial yeaThe authorized Maruti dealers has become No.With an all time record sale of 26833 Maruti cars in the financial year 2008-09 1 Dealer in India. 24 . 1 in India. Ltd. 1 Dealer in India. 1 Maruti dealer in Kerala become No.

Benefits under 25 . Quality Policy Customer satisfaction through quality services achieved by through constant adherence and continual improvement in quality services and systems following P. Do.A (Plan.D. Major Departments y y y y y y y y Sales Service True Value Spares Accessories Sales support ( MI.V Values and Beliefs The enduring belief that our corporate destiny is inextricably entwined with those of our employees and customers carries us towards a profitable and ethical business model.C. Check Act) technique in all our functions and actions complying with the requirements. This program is run by Maruti Suzuki India Limited itself and hence it offers you the best protection against repairs. Maruti Extended Warranty Maruti Extended Warranty has been specially devised to offer you extreme driving pleasure during the ownership of the vehicle. MF. This policy commences at the expiry of the primary warranty period and the duration will up to w years.EW and Autocard ) Institute MDS Indus Services Package: We are providing a comprehensive Service Package absolutely free for vehicles purchased from Indus Motors with lot of benefit to the customer.

Better resale value even if the vehicle is sold before 4 years only nominal price for exrended warranty. World class quality Competitive price value Proper fitment Compatibility with vehicle systems Validity of warranty Their Profile :: 1st dealership in Calicut in 1986 2nd in Cochin in 1991 3rd in Trivandrum in 1994 4th in Muvattupuzha in 2005 5th in Royapetta. Wide range of auto accessories under one roof Easy ordering from a single source.Extended Warranty Maruti assurance Can approach any dealer in the country for warranty jobs Dealer take the warranty decision. 30 Workshops. 4 True Value Outlets. so no delay for the customer Total peace of mind. Chennai 2008 6 Dealerships. Record Sale of 28447 cars 26 . Chennai 2007 6th in Kattupakkam. Maruti Genuine Accessories Maruti has introduced wide range of genuine Accessories for different models for improving comfort and appearance. 1 Dealer in India . full replacement against manufacturing defect full labour free for warranty replacement. 2 Driving Schools No.

CHAPTER IV DATA ANALYSIS AND INTERPRETATION 27 .

of respondants INTERPRETATION: Most of the respondents are between twenty five& thirty-five. DATA ANALYSIS AND INTERPRETATIONS TABLE 4.1: AGEWISE CLASSIFICATION No.4.2: GENDER WISE CLASSIFICATION 28 . of respondants 16 14 12 10 8 6 4 2 0 No. of respondents 10 15 12 8 5 CHART 4. TABLE 4.1: AGE WISE CLASSIFICATION Age Group Below 25 25-35 35-45 45-55 Above55 No.

of Gender Male Female total Respondents 38 12 50 CHART 4.No.2: GENDERWISE CLASSIFICATION No. of Respondents Male Female INTERPRETATION: The above graph shows most of the respondents are males. 29 .

of respondents 9 11 26 14 CHART 4.3: PROFESSION % of respondants 35 30 25 20 15 10 5 0 Student Govt. Employee Doing own business Other % of respondants INTERPRETATION: Most of the respondents are doing own business.3: PROFESSION % of Q3 Student Govt. 30 . Employee Doing own business Other 32 28 respondents 18 22 No.TABLE 4.

TABLE 4. of respondents 15 8 9 10 5 3 CHART 4. TABLE 7.4: AWARNESS ABOUT INDUS % of Q News Paper Friends Relatives Sales Executive TV Others 20 10 6 respondents 30 16 18 No.4: AWARNESS ABOUT INDUS % of respondents 30 25 20 15 10 5 0 % of respondents INTERPRETATION: Most of the respondents are induced by newspapers.5: REASON FOR BUYING 31 .

% of Q Low Price After Sales Service Attractive Brand Location Service Quality 18 16 28 24 respondents 14 No.5: REASON FOR BUYING % of respondents 30 25 20 15 10 5 0 Low Price After Sales Attractive Location Service Brand Service Quality % of respondents INTERPRETATION: Most of the respondents buy a vehicle from Indus because of service quality. of respondents 7 12 9 8 14 CHART 4.6: UNDERSTANDING OF SERVICE ADVERTISERS 32 . TABLE 4.

6: UNDERSTANDING OF SERVICE ADVERTISERS % of respondants 35 30 25 20 15 10 5 0 Exellent Good Average Below avg Poor % of respondants INTERPRETATION: Most of the respondents said that the service advertisers can understand their needs when they book appointment.% of Q Excellent Good Average Below avg Poor 14 8 respondents 30 24 24 No. of Respondents 15 12 12 7 4 CHART 4. 33 .

7: OVERAALL QUALITY OF SERVICE % of respondants 45 40 35 30 25 20 15 10 5 0 Exellent Good Average Below avg Poor % of respondants INTERPRETATION: Most of the customers agreed that the overall quality of service they received from Indus motors is excellent.7: OVERALL QUALITY OF SERVICE % of Q Excellent Good Average Below avg Poor 14 10 respondents 42 22 12 No. TABLE 4.8: COMMUNICATION DURING SERVICE 34 . of Respondents 21 11 6 7 5 CHART 4.TABLE 4.

of Respondance 19 10 8 7 6 CHART 4. TABLE 4.9: COMPLAINT HANDLING 35 .% of Q Excellent Good Average Below avg Poor 14 12 respondents 38 20 16 No.8: COMMUNICATION DURING SERVICE % of respondants 40 35 30 25 20 15 10 5 0 Exellent Good Average Below avg Poor % of respondants INTERPRETATION: Majority of the respondents are satisfied with the communication during services.

9: COMPLAINT HANDLING % of respondants 35 30 25 20 15 10 5 0 Exellent Good Average Below avg Poor % of respondants INTERPRETATION: Most of the respondents said that the quality of service in Indus Motors is excellent.10: LIKELINESS OF USE IN FUTERE 36 .% of Q Excellent Good Average Below avg Poor 14 10 respondents 32 24 20 No. of Respondents 16 12 10 7 5 CHART 4. TABLE 4.

TABLE 4.10: LIKELINESS OF USE IN FUTERE % of respondents 45 40 35 30 25 20 15 10 5 0 Very likely Likely May Be Unlikely Very unlikely % of respondents INTERPRETATION: Most of the respondents are very likely to use Indus Motors for servicing and repairs in future.% of Q Very likely Likely May Be Unlikely Very unlikely 10 42 16 14 18 No. . of respondents respondents 21 8 7 9 5 CHART 4.11: SERVICE PRICE 37 .

12: TIMELY DELIVORY OF PRODUCT 38 . of respondents 14 18 Indifferent Dissatisfied Highly dissatisfied 16 12 8 6 8 4 CHART 4. TABLE 4.% of Q Highly satisfied Satisfied 28 36 respondents No.11: SERVICE PRICE % of respondents 40 35 30 25 20 15 10 5 0 % of respondents INTERPRETATION: The above analysis concludes that most of the respondents are highly satisfied with Maruti Indus Motors service price.

39 . of Respondents 17 12 10 7 4 CHART 4.12: TIMELY DELIVORY OF PRODUCT % of respondents 35 30 25 20 15 10 5 0 % of respondents INTERPRETATION: Majority of the customers strongly agreed that they always get their vehicle after service on promised time from Indus Motors.% of Q Strongly agree Agree Nuetral Dissagree Highly disagree 8 34 24 20 14 respondents No.

TABLE 7.13: ATTENTION GIVEN TO MINOR COMPLAINTS % of respondents 30 25 20 15 10 5 0 % of respondents INTERPRETATION: Most of the respondents highly agree that the attention given by Indus Motors to a minor complaint is highly satisfactory.14: AFTER WARRANTY REPAIR WORK 40 .13: ATTENTION GIVEN TO MINOR COMPLAINTS % of Q Strongly agree Agree Neutral Disagree Highly disagree 8 26 24 28 14 respondents No.TABLE 7. of Respondents 13 12 14 7 4 CHART 7.

of Respondents 10 12 11 9 8 CHART 7. TABLE 7.15: AFTER SERVICE DEFECT 41 .14: AFTER WARRANTY REPAIR WORK % of respondents 25 20 15 10 5 0 Strongly agree Agree Neutral Disagree Highly disagree % of respondents INTERPRETATION: Most of the respondents agree that the repair work done after warranty period is good.% of Q Strongly agree Agree Neutral Disagree Highly disagree 16 20 24 22 18 respondents No.

42 . of Respondents 14 11 12 7 6 CHART 7.% of Q Strongly agree Agree Neutral Disagree Highly disagree 12 28 22 24 14 respondents No.15: AFTER SERVICE DEFECT % of respondents 30 25 20 15 10 5 0 % of respondents INTERPRETATION: Most of the respondents are strongly agree that the frequency of defect found after service is very less.

of Respondents 20 11 9 6 4 CHART 7.16: PROPER SERVICE % of respondents 45 40 35 30 25 20 15 10 5 0 Strongly agree Agree Nuetral Dissagree Highly disagree % of respondents INTERPRETATION: Most of the respondents strongly agree that they never had an experience of getting back their product without proper service.16: PROPER SERVICE % of Q Strongly agree Agree Neutral Disagree Highly disagree 8 40 22 18 12 respondents No. TABLE 7.TABLE 7.17: AVOID FUTER COMPLAINTS 43 .

18: INFORMATION ABOUT NEW PRODUCT 44 .17: AVOID FUTER COMPLAINTS % of respondents 40 35 30 25 20 15 10 5 0 % of respondents INTERPRETATION: Most of the respondents strongly agree that the repair work is not only focused on the problem area but the entire product will be monitored for avoiding future complaints. of Respondents 18 12 7 9 4 CHART 7.% of Q Strongly agree Agree Neutral Disagree Highly disagree 8 36 24 14 18 respondents No. TABLE 7.

18: INFORMATION ABOUT NEW PRODUCT % of respondents 35 30 25 20 15 10 5 0 Strongly agree Agree Nuetral Dissagree Highly disagree % of respondents INTERPRETATION: Majority of the respondents are strongly agreed that the introduction of new product and new offers are informed to the customers. TABLE 7. of Respondents 14 16 8 7 5 CHART 7.19: RECOMMENT TO OTHERS 45 .% of Q Strongly agree Agree Neutral Disagree Highly disagree 10 28 32 16 14 respondents No.

of Respondents 15 17 6 8 4 CHART 7.19: RECOMMENT TO OTHERS % of respondents 35 30 25 20 15 10 5 0 % of respondents INTERPRETATION: Most of the respondents are very frequently likely to recommend Indus Motors to others. 46 .% of Q Very frequent Frequent Rare Very rare Never 30 34 12 16 8 respondents No.

4 most of the respondents are induced by newspapers.13 most of the respondents highly agree that the attention given by indus motors to a minor complaint is highly satisfactory.9 most of the respondents said that the quality of service in Indus motors is excellent. 11.12 Majority of the customers strongly agreed that they always get their vehicle after service on promised time from Indus Motors. As per chart no. . 10. As per chart no. As per chart no. As per chart no.11 most of the respondents are highly satisfied with Maruti Indus motors service price.10 most of the respondents are very likely to use Indus motors for servicing and repairs in future.8 majority of the respondent¶s satisfied with the communication during services. 3. As per chart no. 2. 9.14 most of the respondents agree that the repair work done after warranty period is good.5. 8. 6. As per chart no. FINDINGS 1. As per chart no. As per chart no.16 most of the respondents strongly agree that they never had an experience of getting back their product without proper service. 7. As per chart no. 12.6 most of the respondents said that the service advertisers can understand their needs when they book appointment. As per chart no. 47 . 13. 4. As per chart no.7 most of the customers agreed that the overall quality of service they received from Indus motors is excellent.5 most of the respondents buy a vehicle from Indus because of service quality.15 most of the respondents are strongly agree that the frequency of defect found after service is very less. As per chart no. As per chart no. 5.

As per chart no. As per chart no. As per chart no.17 most of the respondents strongly agree that the repair work is not only focused on the problem area but the entire product will be monitored for avoiding future complaints. 48 .14. 15.18 majority of the respondents are strongly agreed that the introduction of new product and new offers are informed to the customers.19 most of the respondents are very frequently likely to recommend indus motors to others. 16.

Try to increase the quality of service and reduce the price. 6. Proper training should be given to the staff to increase the efficiency. The company may try to give service facilities in holidays also for working customers 49 . Keep good communication during service. 2. 7. 5. 3. 4.6. Create awareness among people about the prospects of the showroom at Calicut. SUGGESTIONS 1. Provide more facility for complaints and suggestions regarding service. Company can take initiative in customer relationship building programs.

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

Wikipedia. KOTLER AND AMSTRONG.org 5.com 4.11.R. KOTHARI.PRINCIPLES OF MANAGEMENT 3. Www. New age international publishers.google. New Delhi. Second Edition-2004.C.org 51 . 2. BIBLIOGRAPHY 1. Www. Indus motors. Research Methodology. www.

Occupation: 4. Name of your car: 5.Questionnaire (INDUS MOTORS. Why did you buy a car from Indus Motors ? Low price Aftersales service Attractive brand Location Service quality 7. AFTER SALES SERVICE) 1. Gender : 2. How do you come to know about Indus Motors? Newspaper Friends Relatives Salesexecutive TV Others 6. Age group: Below 25 45-55 25-35 Above 55 35-45 3. The service advertisers understanding of your needs when you ordered the appointment Excellent Good Average Below average Poor 52 .

How would you rate the service you received from Indus Motors? Excellent Good Average Below average Poor 9. Complaint handling in Indus motors Excellent Good Average Below average Poor 11.8. What is the likely hood of you using Indus Motors for servicing and repairs in the future Very likely Likely May be Unlikely Very unlikely 12. The price charged by the company is reasonable 53 . Communication during service/ repair to keep you updated on progress is Excellent Good Average Below average Poor 10.

Strongly agree Agree Neutral Disagree strongly disagree 16. You always get your car after service on the promised time. The frequency of defect after service is found to be very less Strongly agree Agree Neutral Disagree strongly disagree 17. From Indus Motors. The attention given by them even to a minor complaint is highly satisfactory Strongly agree Agree Neutral Disagree strongly disagree 15. Strongly agree Agree Neutral Disagree strongly disagree 14. The repair work done after the warranty period is found to be good.Strongly agree Agree Neutral Disagree strongly disagree 13. The introduction of new products and new offers are informed to the customers Strongly agree Agree Neutral 54 Disagree strongly disagree . The repair work is not only focused on the problem area but the entire product will be monitored for avoiding future complaints Strongly agree Agree Neutral Disagree strongly disagree 19. I never had an experience of getting back my product without proper service Strongly agree Agree Neutral Disagree strongly disagree 18.

20. Can you give any suggestions for improvement? _____________________________________________________________________________________ ___________________________________________ 55 . How likely do you recommend Indus products to others? Verylikely likely neutral unlikely very unlikely 21.