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A STUDY ON CUSTOMER SATISFACTION TOWARDS RELIGARE

RELIGARE PROFILE
 FOUNDED IN 1945  EARLIER KNOWN AS

MAHINDRA &

MOHAMMED  IT BEGAN ITS OPERATION BY ASSEMBLING CKD JEEPS IN 1949  IT OBTAINED LICENCE FROM KAISER JEEP AND LATER FROM AMERICAN MOTORS (AMC) AND STARTED MANUFACTURING JEEP IN INDIA  IT EXPANDED ITS OPERATION BY

 Scorpio

was launched in the year 2002 in the SUV segment all new scorpio was launched in the year 2006 with 43 new features V-series was launched in the year 2007 with advanced technology as well fuel efficient engine.

 The

 Scorpio

COMPETITORS
 TATA

MOTORS

 TOYOTA  FORD  HONDA  HYUNDAI

SCORPIO mHAWK

CRDe ENGINE

CONTROL BUTTONS

AUTOMATION

COMFORT

CONSUMER RESEARCH
 Defining  Collecting

the objectives of the research and evaluating the secondary the primary research study the primary data the data a report on the findings

data

 Designing  Collecting  Analyzing  Preparing

SCOPE OF THE STUDY:
 The

study will help the company to take any decision regarding the upbeat of customer satisfaction. study will also attend to act as a reference to the other player of the same industry as they may use this study for making comparative analysis of the subject. study will point out the different problems being faced by the customers.

 The

 The

OBJECTIVES OF THE STUDY:
    

To know the market potential for MAHINDRA SCORPIO. To know the reasons for purchasing MAHINDRA SCORPIO. To bring out suitable promotion strategies to achieve the require sales potential. To develop professional service management. To determine the factors responsible for the future decision.

LIMITATION OF THE STUDY:
 

The time frame was insufficient to carry out the study in depth. Some of the respondents were not fully cooperative and some of them were annoyed to give an interview. Assumptions were made that all the potential customer divulged correct information. The study is limited to customer satisfaction and their behavior cannot be averted. The study was restricted to MAHINDRA SCORPIO users only.

 

METHODOLOGY USED FOR

A market survey was done mainly on customer who have MAHINDRA SCORPIO and who get their service done in INDIA GARAGE. System objective and quantitative analysis of the contents obtained through questionnaire is made. The data collected from the respondent were tabulated on the basis of parameters. Data from the units of sample will be obtained through the presentation of the questionnaire. It mainly consisted of choice questions, so that respondent can check or mark one of the several choices of answer. Primary data regarding customer satisfaction was collected with the help of questionnaire through direct interview.

CONTINUED…..
 Secondary

data is the information that already existing somewhere which has been collected to serve another purpose. In this study, secondary data has been collected from the following sources:

 Company leaflets.  Sales executives.  Website of the company.  Newspapers.  Automobile magazines.

CHART SHOWING THE GENDER CLASSIFICATION OF THE RESPONDENTS. CHART NO.1

CHART SHOWING THE FACTOR WHICH INFLUENCED CUSTOMERS TO PURCHASE THE CAR. CHART NO.5

CHART SHOWING THE OUTLOOK OF STYLE, LOOKS OF MAHINDRA SCORPIO

CHART SHOWING THE VARIOUS REASONS FOR PURCHASING. CHART NO.7

CHART SHOWING THE PERCEPTION OF MAHINDRA SCORPIO CUSTOMERS. CHART NO. 8

CHART SHOWING THE CUSTOMERS OPINION ABOUT THE CAR. CHART NO.9

FINDINGS:
 It

is found that the young-aged groups between 31-40 are more attracted towards the vehicle.  It can be inferred that majority of the respondent are males.  It is found that the people buy the car as they think the car is more of a luxury.  From the analysis it can inferred that majority of the respondents feel MAHINDRA SCORPIO as all purpose

It is inferred that majority of the customer has bought the vehicle for its elegance, durability and package. It is inferred that most of the respondents prefer free services so the company has to concentrate on providing more number of free services. Most of the customers are highly satisfied and are very happy with the vehicle and only a small number of people are not satisfied with the car. Most of the customer are highly satisfied and have a positive opinion towards the car when compared to other cars.

SUGGESTION AND RECOMMENDATIONS
The service augmentation and the service quality has an extremely important and pivotal role to play in overall customer satisfaction. The company should adopt aggressive promotional strategies with a its market segment. The company can adopt the following steps:
 

The service layout in the INDIA GARAGE should be improved. The quality of service could be improved. The customers should be attended properly when they arrive to the service center and the problems if any should be explained to them properly. The feedback is very important. The customers should be called upon and should be asked whether the work done is up to their expectations or not.

CONCLUSION:
According to my market survey and analysis, I conclude that MAHINDRA SCORPIO is most preferred vehicle in the mid segment cars in the market because of its unmatchable elegance and durability. India Garage has achieved the status of most reputed dealer house.