“A STUDY ON EFFECTIVENESS OF SALES AND SERVICE AT MAHINDRA INDIA

GARAGE”
Synopsis submitted in partial fulfillment of the requirement for the award of degree

MASTER OF BUSINESS ADMINISTRATION

OF

BANGALORE UNIVERSITY

SUBMITTED BY:

NAVEEN KUMAR S

Registration no: 15YACMD119

Under the guidance of

SINDHU R. MENON

Asst. professor

PRESIDENCY COLLEGE

CENTER FOR MANAGEMENT STUDENTS

PRESIDENCY COLLEGE, KEMPAPURA,

BANALORE 560024

2015-2017
INTRODUCTION

India Garage has been a leading distributor for M/s. Mahindra & Mahindra range of
vehicles for over 50 years. India Garage handles the entire range of Mahindra &
Mahindra products in Bangalore and adjacent districts and has attained the pride of place
in Chennai for its dedication and willingness to serve the customers to the best of its
ability.

They have the main showroom in Bangalore windows in surrounding areas and districts.
We currently have four modern workshops equipped with state of the art equipment's to
take care of all our service operations in Chennai. We also have well equipped
workshops in districts around Bangalore. Our service facilities ensure timely quality
service to the satisfaction of our customers. This customer's centric strategy has enabled
us to build a solid reputation for over 50 years.

For excellent sales and credibility among Mahindra users in Bangalore, the dealership
was honoured at the Mahindra Dealer Excellence Performance programme with the best
dealer award for Mahindra Quality Service (MQS) on all India bases.

The company is running since 50 years providing good services to the customers of
Mahindra and Mahindra range of cars. They have many branches in Bangalore. There
100 employees working in the India garage . There giving service 7 days including
Sundays also and after giving services our employee will take the feedback from the
customer.
TITLE OF THE STUDY

A STUDY ON EFFECTIVENESS OF SALES AND SERVICE AT MAHINDRA

INDIA GARAGE

NEED FOR THE STUDY

India Garage is well known for professional servicing of vehicles. After providing
service we need research that weather they did properly and solve the problem with good
services taking a short period of time. At last how the best services they have given for
the customer without facing any problem. Otherwise they could visit again and again into
the service. You could also call us on our 24x7 helpline number.

STATEMENT OF THE PROBLEM

Organization facing some problem with the customer because, if someone gives a car for
the service the employees take much time to identify the defect the problem with the car
within the given time they cannot delivery car to the customer, and sometimes there is no
available of spare parts at right time, hence problem will be created with customers and
service employees.
OBJECTIVES
Objectives of the study can be stated as:
1. Profiling of customers in terms of demography and buying behaviour
2. Understand the types of services availed by customers of India Garage and their
satisfaction with the same.
3. Understand issues faced by customers and identify solutions.
4. Indentify areas for improvement of services offered by India Garage
5. It Increases satisfaction rating level with customers
SOURCES OF DATA COLLECTION

PRIMARY DATA
Primary data consists of a collection of original data collected of original data collected
by the researcher. in this study primary data will be collected using survey method. Face
to face interviews will be conducted with respondents.

SECONDARY DATA
Secondary data is one type of quantitative data that has already been collected by
someone else for a different purpose it’s a data which are already available during the
process of investigation.

It is originally collected for research purpose by someone other than the users secondary
data can save time and cost efficient .it can provide larger and higher quality database
that will be for any individual researcher to collect on their own.

SAMPLING

 The study will be conducted in India garage

 The number of respondent will be 50 customers of dealership

 The sample will be collected through convenience sampling method

PLAN OF ANALYSIS

The plan of analysis is used to draw generalize conclusion and data will be tabulated.
Simple processing will be calculated to analyze the data and will be represented through
graph and charts. Separate analysis will be done for each target respondents. Cross
tabulation will be done where ever it is necessary.
PROPOSED CHAPTER SCHEME FOR THE REPORT

Chapter CONTENTS
1 Introduction
2 Review of literature and Research design
3 Profile of the selected organization and Respondents
4 Data analysis and Interpretation
5 Findings, conclusions and Recommendations
Bibliography

Student Signature Guide Signature

NAVEEN KUMAR S Prof. SINDHU R MENON