MAHINDRA AFTER SALES SERVICE PROBLEMS FACED BY CONSUMERS

"A STUDY ON CUSTOMER SATISFACTION AFTER SALES & SERVICES OF

MAHINDRA&MAHINDRA”
Introduction :-
Research objectives: -
The need of the study is to analyze customer satisfaction after sales & services and
fill in the gaps if any which in turn can improve the service to the customer of
MAHINDRA.
Significance of the study: - To comprehend the relevance and effect of these
difficulties on both customers and the business, a research of the after-sales
service issues with Mahindra products was conducted. Here is a more targeted
method for carrying out such a study:
1. Problem Identification:
Begin by identifying the specific after-sales service problems reported by
Mahindra consumers. This could include delays in service, poor communication,
inadequate repairs, high service costs, etc. Ensure you have access to real
consumer complaints and feedback.
2. Implementation and Follow-Up:
Collaborate with Mahindra to put the suggested modifications in place for their
after-sale service procedures. Create a method for tracking development and
periodically evaluating the effects of the advancements.
3. Data Gathering:
Use the following techniques to get pertinent data:
Surveys: Design a systematic survey to get feedback from Mahindra customers
who have encountered issues with the company's after-sales support.
Interviews: To learn more about a subset of customers' experiences, conduct in-
depth interviews with them.
Review analysis: To identify recurring themes and problems, examine internet
reviews, social media mentions, and consumer complaints.
Previous studies:- The study was conducted among the customer of Mahindra Car
Dealer in Thanjavur district to estimate the customer satisfaction level on the
after-sale service of the motor dealer. The project work entitled “Satisfaction level
of customers in aftersales service reference to Mahindra Car Dealer in Thanjavur”
was conducted to know the aftersales service provided by the company is up to
the mark or not. This study also helps to understand the attitude of the customers
towards after sales service. Aftersales service is one of the important components
for every organization to attract and retain customers. Mahindra Car Dealer
provides incentives like discounts, freebees etc. Some of the factors which fall
within the preview of aftersales service include Price, quality of service, service
admins attention in the service area. This paper highlights the satisfaction level of
customers towards after sales provided by Mahindra car dealer. A survey was
conducted by administering a standardized questionnaire among the customers of
Mahindra Car Dealer. Response of 150 respondents were recorded and analyzed.
Research methodology followed by the researcher is convenience sampling
method. Research methodology is a way to systematically solve the research
problem. The study has focused on various dimensions of aftersales service like
time, service quality, spare parts, price, rectification measures provided on
problem, car washing, explanation of jobs etc. Major findings of the research are
70% of the customers were satisfied with the aftersales service provided by
Mahindra Car Dealer in Thanjavur district. Organization’s need to change their car
washing area which has negative impact with the satisfaction on customers. Price
offered and Time of delivery of cars was perfect and well satisfied by the customer
thus organization need to maintain these facilities to attract customers.

Sundar V., II MBA Student, Balasubramanian B., Asst. Professor

School Of Management, Sastra University, Thanjavur, Tamil Nadu, India
SCOPE of the study:-
The study will focus on issues faced by consumers regarding after sales service
given by Mahindra & Mahindra.
It will also explore factors influencing their choices, such as delivery time,
customer satisfaction and value.
Retaining consumers has become an essential component of corporate
operations in today's cutthroat marketplace, where those that embrace change
and new technologies will thrive. This study will assist in better understanding
customer needs, preferences, and what the customer needs from the service
station.
Research Question: - To conduct a significance study of the Mahindra after-sales
service problems faced by consumers, it's essential to frame research questions
from the consumers' point of view. These questions should help you understand
their experiences, perceptions, and the significance of these issues.
“How frequently have Mahindra customers encountered after-sales service
problems, such as delays in service, communication issues, or quality concerns?”
“What are the specific types of after-sales service problems that Mahindra
consumers commonly face, and how do these problems impact their overall
satisfaction with the brand?”
“How do Mahindra customers perceive the responsiveness and effectiveness of
the company's customer service in addressing their after-sales service issues?”
Objectives of the study: -
1) To examine the issues faced by consumers regarding after sales service
2) To find the appropriate solutions for the issues.
3) To understand why these problems are occurring.
4) To know the perception of customers regarding the charges/ rates offered by
the service Centre.
5) To know the suggestions from customers to improve the service center.
 LITERATURE REVIEW

In the automotive sector, client retention and satisfaction are crucially

impacted by after-sales care. It has an impact on customer loyalty to a
brand and long-term profitability, making it a crucial part of a company's
entire business plan. This literature review attempts to provide a
comprehensive analysis of the issues customers have with Mahindra's
after-sales support, highlighting the difficulties, potential solutions, and
gaps in the current body of knowledge.

The importance of after-sales service in the automotive business and the

issues customers have with Mahindra's after-sales services. Key areas of
concern include quality, spare component availability, technician skill,
and service prices. Addressing these problems and improving the overall
after-sales experience are essential for Mahindra's survival in a fiercely
competitive industry as consumer expectations continue to change.

Future studies should delve further into these issues, looking at their
underlying causes and potential remedies to help the Mahindra Group
make strategic decisions and advance knowledge of after-sales service in
the automobile industry.