Synopsis

On

‘A STUDY ON CUSTOMER SATISFACTION WITH SPECIAL

REFRENCE TO ALL A’s AND P’s OF MARKETING AT
MANDOVI MOTORS IN BANGLORE’

“MASTER OF BUSINESS ADMINISTRATION”

Of
BANGALORE CENTRAL UNIVERSITY

Submitted in partial fulfilment of the requirement for the

Award of the Degree of

Submitted by:

ROHAN P.M
Reg No: MB182872
Under the Guidance Of

Prof. ROOPA SHETTIGAR

VIVEKANAND INSTITUTE OF MANAGEMENT

Dr. Rajkumar road Rajajinagar Bangalore 560055
2019-2020
 A STUDY ON CUSTOMER SATISFACTION WITH SPECIAL
REFRENCE TO ALL A’s AND P’s OF MARKETING AT
MANDOVI MOTORS IN BANGLORE

INTRODUCTION:

Customer satisfaction is classified as the number of costumer or percentages of total costumers.

Who reported experience with firm its products or its service surpassed defined satisfaction goods.
The customer satisfaction analysis for Mandovi motors. Contact user satisfaction is the main factor
in understanding service of any gods or service and company, so determining and discovering the
factor affecting consumer satisfaction is of great significance. Consumers are more likely to value
the products and services they purchase if they believe the product and service they purchase is
created by themselves or by people like them in particular. A high performance level of consumer
satisfaction is very important to a business because satisfied consumer are most likely loyal to a
business The metric that decides how happy customers are with the goods, services and capabilities
of one business, defines customer satisfaction.

The costumer’s knowledge about customer satisfaction, including surveys and reviews, can assist
a company in determining how its products and services can better improve or alter. To satisfy its
customers, an organization must be the main focus. This refers to manufacturing, wholly-owned
and retail, business, utility, Non-profit and all subgroups within an entity. Customer loyalty is seen
as a crucial differentiator in a dynamic environment where businesses compete for customers.
Companies which thrive in these challenging environments are the ones which make satisfaction
of customers an important part of their business strategy. This is based on a strong customer
experience more than likely. Companies that deliver excellent customer service build ecosystems
where there is plenty of loyalty and consumer advocacy.
INTRODUCTION OF THE COMPANY:

Mandovi Pvt Ltd is one of the top auto dealers in Bangalore, Maruti Suzuki. In 1963 a state-of -
the-art showroom, seasoned staff and a great selling record were built as Volkswagen Spares, as
well as a service dealership, because it makes sense to choose Mandovi Engines. Dealers have
been named There were appointed as dealers for suvega mopeds at Bangalore in 1965. After that,
M/s Maruti udyog Ltd appointed Mandovi Motors as dealers for maruti vehicles in the year 1983.
Mr. Ashok Rao is the Managing director of the company.

Mandovi Motors is a group of companies originated from Mangalore. It enjoys Maruti Dealership,
Tata Dealership, and Bajaj Dealership. Mandovi Motors is one of the first few dealers appointed
to sell Maruti vehicles in the year 1983. Since last 20 years it has maintained consistently its market
leader position. It has also enjoys ISO certification. Mandovisells on average 7000 cars per annum.
Mandovi started with one Workshop and a Showroom, and have grown with 12Workshops out of
which ten are in Bangalore, one in Mysore and one in Mangalore. This study has been under taken
for Mandovi Motors not only to identify the potential factors that cause various Service Gaps
leading customer’s dissatisfaction but also to find out how these gaps are minimized to ensure high
degree of customer satisfaction with respect to services offered by Mandovi Motors.

One of the largest maruti dealers in India is Mandovi engines. They are the first licensed dealers
in Karnataka for maruti and started our operation on 14 June 1984 in Bangalore. In 1986 and later
1989 Mandovi started Maruti Suzuki's approved Mysore dealership. Mandovi Motors Pvt Ltd has
over 2200 employees and the company is certified as ISO-9001/2000 for its quality system by AIB
international Ltd., Brussels an accredited body from Belgium.

REVIVEW OF LITERATURE:

• Williard hom(2000) classified two types of customer satisfaction model which is macro
model which means placing the customer satisfaction in between the set of related
constructs in marketing research and the second one is micro model which explains the
elements of customer satisfaction.
• Vavra,T.G (1997), he suggest some programmes for improving the customer satisfaction
measurement in an organization ,by describing in detail he tell about the five critical skills
to be required for this task which are

• Paramita Saha (2003) in her research study on Customer Satisfaction Feedback For
Corolla” aimed to find out degree of customer satisfaction of the existing customer and the
gaps between the customer expectation and the efforts of the company. The researcher
found that the convenience factor, show room ambience, and sales people manner
(politeness and courteousness) etc were critical for the customers to visit particular dealer.

• Koneru Pavan Kumar (2004) conducted a survey on of the lost customers and
formulating a service marketing plan to capture that customer base” to ascertaining the
‘lost’ customers from the database, and why they do not use the service offered based on
which he suggested a comprehensive service marketing plan

• Dr. V. Senthilkumar (2012) conducted a research on the effects of customer service and
product quality on customer satisfaction and loyalty to clarify the relationship among four
variables of customer service quality, product quality, customer satisfaction and customer
loyalty. For this a well design questionnaire was administered using five point Liker scale.
52 customers were surveyed using this questionnaire.

• Akhila and Thayyullathi (2015) in his study on customer satisfaction toward madovi
motars service in Coimbatore found that majority of the respondents were using SUV
(Sport utility vehicle) type cars. They found that madovi motors service were the best and
fast moving brands. There were increasing trend because of easy handling, safety, security
and high performance, which makes the advanced technologies to adopt new model
 • Prof. Nistorescu, Mr. Mihail Barbu and Mr. Roxana Ioana Dumitriu (2013) conducted
a study concerning customer loyalty in the auto market. The objective was to study the
dimensions of loyalty viz. satisfaction, re-acquisition, and recommendation, and to see if
there were any correlations among the three dimensions. 593 customers were taken as
sample for the survey

RESEARCH GAP:

The present research study aims at assessing the customer behavior and satisfaction by towards
Madovi motors. It also tries to identify the factors influencing the choice of different models There
are lots of research done by customer satisfaction towards mandovi motors but still there are
content which is missed in the previous research who has already done, customer satisfaction
focused more on the good service’ point of view in this organization so due to this reason this topic
as a research study.

STATEMENT OF THE PROBLEM:

Customers are focus on how they are treat, service, and caring of cars. In this competitive
environment corporate companies are keen in promoting brands and creating brand value to project
their products and to sustain in the market. Hence it is very essential to know the determinants and
measurement of brand equity and its implication on value of the firm. Automobile industry in
general and car industry in particular is chosen taking into account the emergence of many new
brands of cars in the recent past and changing mind set of the customers on the purchase of cars.
Customer satisfaction plays a key role in choosing a particular auto motors service that’s why
people are confused
OBJECTIVES:

• To study the customer satisfaction towards Mandovi motors service in Bangalore.

• To understand existing system of offering services, during service and after service by
Mandovi Motors.

• To analyze problem faced by customer of Mandovi motoers

• To provide suggestions, in improving the customer satisfaction and the company service

RESEARCH METHODOLOGY:

1. TYPE OF THE STUDY

The study is based on organization study.

2. METHOD OF DATA COLLECTION

Data is the fact an event. Data is the base for every research work. The data mainly
classified into two groups

• Primary data
• Secondary data
 Primary Data:

Primary data which are collected directly from the respondent. This information is
collected through questionnaire, informal interview and through observation

Secondary data:

Secondary data consist of readily available information and already complied

statistical statements whose data may be used the researcher for their study. The
secondary data is collected from websites, journals and internet

3. METHOD OF SAMPLING
The research technique used is random sampling method.

DATA ANALYSIS PROPOSED:

Step 1 -choosing of the topic studying about company

Step 2-setting clear measurement

Step 3-collection of data

Step 4-analysing the data with suitable statistical model

Step 5 -interpreting the data with interpretation model

Step 6 -concluding the findings and knowledge with reference to study

LIMITATION OF THE STUDY:

 • The collection of primary data are very difficult in india these days .this problems
becomes more apparent due to the lockdown of industries due to infectious
diseases.

• The project relied mainly on secondary data.

• The response from the customer may be biased

• Since the sample size is limited.it may lead to the partial true factor about the
research

CONCLUTION

In this study going to show what is satisfactions and company how to satisfied the customers and
what they did wrong with service. So here we can study about important of the customer
satisfaction towards Mandovi motors how they give service to customer This research enriched
not only about the knowledge about the market situation and gave an excellent opportunity to apply
the concepts of service marketing in general and Service in specific. This research study brought
out some issues that might crop up during the offering services subsequently to the customers
satisfactions, costumer’s are which are very important for the success of the overall performance
of the firm.

STUDENT SIGNATURE GUIDE SIGNATURE

ROHAN P.M Prof. ROOPA SHETTIGAR