“A STUDY ON IMPACT OF AFTER SALES SERVICES ON CUSTOMER

SATISFACTION WITH REFERENCE TO ACCLAIM MOTORS PVT LTD”

Internship project submitted in partial fulfilment of the requirements for the
award of the Degree of
MASTER OF BUSINESS ADMINISTRATION
OF
BANGALORE UNIVERSITY

Submitted by
ARUNKUMAR. B.A
Reg. No: P03DB21M0102
Under the guidance of
Mr. CHIKKALINGAIAH. G B
Associate Professor

G.T INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH

Sunkadakatte, Magadi Main Road, Bangalore - 560091
Bangalore University
2022-2023
COMPANY CERTIFICATE
 DECLARATION BY THE STUDENT

I hereby declare that the Internship Project titled “A STUDY ON IMPACT OF AFTER SALES
SERVICES ON CUSTOMER SATISFACTION WITH REFERENCE TO ACCLAIM
MOTORS PVT LTD ”. is the result of the project work carried out by me under the guidance of
MR. CHIKKALINGAIAH. G B Associate professor, department of management, G.T
INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH, sunkadakatte, Bangalore in
partial fulfilment for the award of Master’s Degree in Business Administration by Bangalore
University.

I also declare that this project is the outcome of my own efforts and that it has not been submitted
to any other university or institute for the award of any other degree or diploma or certificate.

Place: Bangalore Name: ARUNKUMAR. B.A

Date: Register Number: P03DB21M0102

 CERTIFICATE OF ORIGINALITY

This is to certify that the Internship project titled “A STUDY ON IMPACT OF AFTER SALES
SERVICES ON CUSTOMER SATISFACTION WITH REFERENCE TO ACCLAIM
MOTORS PVT LTD” is an original work of MR. ARUNKUMAR. B.A Bearing University
Register Number P03DB21M0102 and is being submitted in partial fulfilment for the award of
the Master’s Degree in Business Administration of Bangalore University. The report has not been
submitted earlier either to this University /Institution for the fulfilment of the requirement of a
course of study. MR. ARUNKUMAR. B.A is guided by MR. CHIKKALINGAIAH. G B Who
is the Faculty Guide as per the regulations of Bangalore University.

SIGNATURE OF GUIDE SIGNATURE OF

DIRECTOR / PRINCIPAL /HOD

DATE: DATE:
 ACKNOWLEDGEMENT

I sincerely express my profound gratitude to DR. DEEPIKA M, Director of MBA, G T Institute

of Management Studies and Research for extending greatest support and assistance to complete
internship project.

I convey my sincere gratitude to MR. CHIKKALINGAIAH G B, Associate Professor, G T

Institute of Management Studies and Research, as my instructor for his timely guidance and
continuous inspiration and encouragement for accomplishing qualitative internship project.

And I also extend my whole hearted thanks to ACCLAIM MOTORS PVT LTD and MR.
MADHU, accountant for providing comprehensive learning atmosphere and company to work
setting exposure and directing me to successful completion of this project report.

Finally, I convey my sincere regards and thankfulness to all those, who supported my internship
journey

DATE: NAME: ARUNKUMAR. B.A

PLACE: BANGALORE REGISTER NO: P03DB21M0102

Table of Contents:

CHAPTER NO. PARTICULARS PAGE NO.

01 Introduction
1.1 indian two-wheeler market
1.2 top export destinations:
1.3 recent trends in two-wheeler sector
1-12
1.4 customer satisfaction in 7 steps
1.5 procedure quality

1.6 relationship quality

02 Company Profile
2.1 acclaim motors private limited
2.3 company details 13-40
2.3 nature of business
2.4 product/ service profile

03 Research Design and Methodology

3.1 research design

3.2 statement of the problem

3.3 need of study

3.4 operational definition

31-48
3.5 review of literature

3.6 objectives of the study

04 Data Analysis and Interpretations
44.1-Responses on personal questions 49-87
4.2-Responses on research question
05 Summary of Findings, Conclusions and
Recommendations 88-90

Bibliography

Annexure
 LIST OF TABLES

TITLE
TABLE PAGE
NO NO

The table shows total gender of respondents.

4.1 50

The table shows age of respondents.

4.2 52

The table showing the respondents of education qualification.

4.3 54

The table showing income of respondents.

4.4 56

4.5 58
The table showing how did you purchase the bike.

4.6 60
The table showing are you satisfied with the bikes milage.

4.7 The table showing that which place did you prefer to purchase you 62
Royal Enfield bike.

The table showing that which place did you prefer to purchase you
4.8 Royal Enfield bike. 64

4.9 The table showing that how you rate for your satisfaction level with 66
respect to after sales services of your Royal Enfield bike.

4.10 The table showing that how you rate for your satisfaction level with 68
respect to after sales services of your Royal Enfield bike.
 LIST OF TABLES

TABLE TITLE
NO PAGE NO

The Table showing that any major problems after purchasing Royal
4.11 Enfield bike. 70

The Table showing that what do you think is the major barrier for not
4.12 purchasing Royal Enfield bikes by non-bullet riders. 72

The table showing that do you agree that company takes action
towards the complaints lodged by the customers.
4.13 74
The Table showing that timely delivery of Royal Enfield bike.
4.14 76
The Table showing that timely delivery of Royal Enfield bike

4.15 78
The table showing that overall performance of Royal Enfield bike.

4.16 80

The table showing that overall satisfaction towards Royal Enfield

bike.
4.17 82

The Table showing that please specify your source of awareness of your
Royal Enfield while buying your bike.
4.18 84
The Table showing that please specify your Royal Enfield bikes
milage.
4.19 86
 LIST OF GRAPHS

Graph Page
No. TITLE No.
4.1 The graph shows percentage of respondent’s gender.
51

4.2 The Graph showing the age group of the respondents.

53

4.3 The Graph showing the respondents education qualification.

55

4.4 The Graph showing the income of the respondents. 57

4.5 The graph showing how did you purchase the bike. 59

4.6 The graph showing that are you satisfied with bikes milage. 61

4.7 The graph showing that which place did you prefer to purchase your
Royal Enfield bike. 63

4.8 The graph showing that how you rate for your satisfaction level with 65
respect to power and pick up of your Royal Enfield bike.

4.9 67
The graph showing that how you rate for your satisfaction level with
respect to after sales services of your Royal Enfield bike.

4.10 The graph showing that where do you service your Royal Enfield bike. 69

4.11 The graph showing that any major problems after purchasing Royal 71
Enfield bike.
4.12 The graph showing that what do you think is the major barrier for not 73
purchasing Royal Enfield bikes by non-bullet riders.
 LIST OF GRAPHS

Graph Page
No. TITLE No.

4.13 The graph showing that do you agree that company takes action towards 75
the complaints lodged by the customers.
4.14 The graph showing that timely delivery of Royal Enfield bike. 77

4.15 The graph showing that recommendation model towards Royal Enfield 79
bike.
4.16 The graph showing that overall performance of Royal Enfield bike. 81

4.17 The Graph showing that please specify your source of awareness of your 83
Royal Enfield while buying your bike.
4.18 The Graph showing that please specify your source of awareness of your 85
Royal Enfield while buying your bike.
4.19 The Graph showing that please specify your Royal Enfield bikes milage. 87
 BIBLIOGRAPHY

https://www.valamis.com/hub/knowledge-management

https://study.com/academy/lesson/

https://quillbot.com

https://www.bing.com/search

https://www.kmslh.com

https://www.iprojectmaster.com

http://www.theoryofknowledge.com

The Hindu news paper

Thakur publication books

 ANNEXURE

NAME

1. Gender?
a) Male
b) Female
2. Age?
a) 18-25
b) 25-30
c) 30-35
d) 35-40
3. Education and qualification?
a) SSLC
b) PUC
c) Graduate
d) Post graduate
4. Income?
a) 20000-40000
b) 40000-80000
c) 80000-100000
d) 100000-120000
5. How did you purchase the bike?
a) Cash
b) Loan
6. Are you satisfied with the bikes milage?
a) Yes
b) No
7. Which place did you prefer to purchase your Royal Enfield bike?
a) Showroom
b) Direct secondhand
8. How you rate for your satisfaction level with respect to power and pickup of your Royal
 Enfield bike?
a) Poor
b) Average
c) Good
d) Excellent
9. How you rate for your satisfaction level with respect to after sales service of your Royal
Enfield bike?
a) Poor
b) Average
c) Good
d) Excellent
10. Where do you service your Royal Enfield bike?
a) Showroom
b) Well known bullet mechanic
c) Nearby garage
d) Self service
11. Any major problems after purchasing Royal Enfield bike?
a) No problem
b) High maintenance
c) Poor after sales services
d) High price
12. What do you think is the major barrier for not purchasing Royal Enfield bikes by non
bullet riders?
a) High maintenance
b) Poor after sales services
c) High price
d) Low mileage
e) Poor promotion
f) Noisy vehicle
13. Do you agree that company takes action towards the complaints lodged by the computers?
a) Yes
b) No
14. Timely delivery of Royal Enfield bike?
a) Yes
b) No
15. Recommendation model towards Royal Enfield bike?
a) Yes
b) No
16. Overall performance of Royal Enfield bike?
a) Poor
b) Bellow poor
c) Average
d) Good
17. Overall satisfaction towards Royal Enfield bike?
a) Highly satisfied
b) Satisfied
c) Good
d) Other
18. Please specify your source of awareness of Royal Enfield while buying your bike?
a) Newspapers
b) Magazines
c) Showroom
d) TV adds
e) Others
19. Please specify your Royal Enfield bikes mileage?
a) 45km & above
b) 40-45
c) 35-40
d) 30-35
e) Below 30