PROJECT REPORT ON

AFTER SALES SERVICE IN MARUTI INDUS MOTORS,

CALICUT

SUBMITTED TO SNES INSTITUTE OF MANAGEMENT STUDIES AND

RESEARCH, CHETHUKADAVU, KUNNAMANGALAM. IN PARTIAL

FULFILMENT FOR THE AWARD OF THE

MASTER OF BUSINESS ADMINISTRATION

UNIVERSITY OF CALICUT

PREPARED BY

NEENU.K.P

UNDER THE GUIDANCE OF

MS. SHIRIN.K.

1

DECLARATION

I, hereby declare that the project report entitled “ AFTER SALES SERVICE IN INDUS

MOTORS, CALICUT “ and submitted for the award of third semester , Master of Business

Administration and this report of work done by under the supervision of Ms.Shirin.K.C faculty

of IMSAR.

I also declare that I have not submitted this report before for the award of any degree,

diploma or any other title.

NEENU.K.P

2

ACKNOWLEDGEMENT

This study would be incomplete without acknowledging my sincere gratitude to those who have

helped me in my efforts to make this report possible in time.

Firstly I take this opportunity to express my sincere thanks and gratitude to Mr.Balakrishnan PhD,

MBA our Director, for his support. I express my profound thanks and extreme gratefulness to Mr.

SAHEER.P.K Deputy Sales Manager of INDUS MOTORS, for permitting me to do the project in their

organization..

I also thank all other employees of INDUS MOTORS, Calicut, who have helped me to complete my

project successfully.

I take this opportunity to sincerely thank to my esteemed and respected faculty Ms.Shirin and

Asst.Prof.Ms.Shamla for all help and words of advice.

I also express my thanks to my parents, all my friends and other associates who have guided me right

through my project.

NEENU.K.P

3

TABLE OF CONTENTS

LIST OF TABLES

Table

No.

Title Page

No.

4.1 AGE WISE CLASSIFICATIONVICE

4.2 GENDER WISE CLASSIFICATION

4.3 PROFESSION

4.4 AWARNESS ABOUT INDUS

4.5 SERVICE QUALITY

4.6 SERVICE ADVERTISERS UNDERSTANDING

4.7 OVERALL QUALITY OF SERVICE

4.8 COMMUNICATION DURING SERVICE

4.9 COMPLAINT HANDLING

4.10 LIKELINESS TO USE

4.11 SERVICE PRICE

4.12 TIMELY DELIVORY

4.13 ATTENTION GIVEN TO MINOR COMPLAINS

4.14 AFTER SALES WARRANTY

4.15 AFTER SERVICE DEFECT

4.16 PROPER SERVICE

4.17 FUTER COMPLAINTS

4

Particulars Page number

List of tables

List of charts

Chapter 1

1.1 Introduction

1.2 Scope of the study

1.3 Need and importance

1.4 Objective of the study

1.5 Research Methodology

1.6 Limitations

Chapter 2

2.1 Review of literature

Chapter 3

3.1 Industry profile

3.2 Company profile

Chapter 4

4.1 Data analysis and interpretation

Chapter 5 Findings, Suggestions & Conclusion

Chapter 6 Bibliography

4.18 INFORMATION ABOUT NEW PRODUCT

4.19 RECOMMENTATION TO OTHERS

5

LIST OF CHARTSTable

No.

Title Page

No.

4.1 AGE WISE CLASSIFICATIONVICE

4.2 GENDER WISE CLASSIFICATION

4.3 PROFESSION

4.4 AWARNESS ABOUT INDUS

4.5 SERVICE QUALITY

4.6 SERVICE ADVERTISERS UNDERSTANDING

4.7 OVERALL QUALITY OF SERVICE

4.8 COMMUNICATION DURING SERVICE

4.9 COMPLAINT HANDLING

4.10 LIKELINESS TO USE

4.11 SERVICE PRICE

4.12 TIMELY DELIVORY

4.13 ATTENTION GIVEN TO MINOR COMPLAINS

4.14 AFTER SALES WARRANTY

4.15 AFTER SERVICE DEFECT

4.16 PROPER SERVICE

4.17 FUTER COMPLAINTS

4.18 INFORMATION ABOUT NEW PRODUCT

4.19 RECOMMENTATION TO OTHERS

6

7

Chapter I

Introduction

Scope of the study

Need & Importance

Objective

Research methodology

Limitation

1.1 INTRODUCTION

Customer satisfaction, a business term, is a measure of how products and services supplied by a

company meet or surpass customer expectation. It is seen as a key performance indicator within

business and is part of the four of a Balanced Scorecard.

8

In a competitive marketplace where businesses compete for customers, customer satisfaction is

seen as a key differentiator and increasingly has become a key element of business strategy.[1]

However, the importance of customer satisfaction diminishes when a firm has increased

bargaining power. For example, cell phone plan providers, such as AT&T and Verizon,

participate in an industry that is an oligopoly, where only a few suppliers of a certain product or

service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that

they would never get away if there were, say, a hundred cell phone plan providers, because

customer satisfaction would be way too low, and customers would easily have the option of

leaving for a better contract offer.

Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-customers.[2] Measuring

customer satisfaction provides an indication of how successful the organization is at providing

products and/or services to the marketplace.

Customer satisfaction is an abstract concept and the actual manifestation of the state of

satisfaction will vary from person to person and product/service to product/service. The state of

satisfaction depends on a number of both psychological and physical variables which correlate

with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also

vary depending on other factors the customer, such as other products against which the customer

can compare the organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 delivered

SERVQUAL which provides the basis for the measurement of customer satisfaction with a

service by using the gap between the customer's expectation of performance and their perceived

experience of performance. This provides the researcher with a satisfaction "gap" which is semi-

quantitative in nature. Cronin and Taylor extended the disconfirmation theory by combining the

"gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and

expectation) into a single measurement of performance relative to expectation.

9

The usual measures of customer satisfaction involve a survey with a set of statements using a

Likert Technique or scale. The customer is asked to evaluate each statement in terms of their

perception and expectation of performance of the service being measured.

It's a well known fact that no business can exist without customers. In the business of Website

design, it's important to work closely with your customers to make sure the site or system you

create for them is as close to their requirements as you can manage. Because it's critical that you

form a close working relationship with your client, customer service is of vital importance. What

follows are a selection of tips that will make your clients feel valued, wanted and loved.

CUSTOMER SATISFACTION

The word satisfaction comes from the Latin word “satis” (Enough) and faction (to do or make).

These words suggest the true meaning of Satisfaction, which is fulfillment. Managerially,

fulfillment usually translate to solving problem and satisfy the customer is not enough to

produce high level of customer loyalty, business needs to move beyond more satisfaction, to

customer delight.

The Purpose Of the Business:

Peter F. Drucker considered to be one of the leading management gurus in the world, believes

that the purpose of business to relate and them retain the satisfied customer. Although the firm

has to make the money, Drucker argues that making money is a necessity and does not a

purpose. It is in fact, the end result a desirable out come of creating satisfied customer. Theodore

Levitt, ha Harward Business professor, who explains by an analogy with human beings, express

similar sentiment / all human have to eat to survive, but eating is not-their purpose. Further more

making money does not provide a legitimate reason for society and to support the moneymaking

enterprise. A society supports businesses as they survey its member by catering to their needs to

leave them satisfy. Dissatisfying enough customer and not only will these specific customer stop

buying from the firm, but the society at large will condemn the firm and may even panelized it –

to the point of its extinction. In repose to such messages, co part of the corporate mission and

10

utilizes an understanding of the customer behavior as input to all its marketing plans and

decision.

1.2 SCOPE OF THE STUDY

11

Customer satisfaction is the ultimate aim of any business and there by business entirely

depend upon its customer for its survival and growth. So this study helps the researcher a lot to

do any business in future.

This project work was undertaken with a view to study the title of “ A STUDY ON

CUSTOMER SATISFACTION OF MARUTY INDUS MOTORS AFTER SALES

SERVICE”. It is also aims to find out the standards and qualities that the customer expects.

From this study the preference and problem of the customer can be met. The study helps to know

the necessary change in the service, features and customer feelings about service. The study will

be use for the company to make changes in price. Placement and promotion activities the study

was conducted by doing a survey of 50 respondents in Calicut. The results represented through

tables and chart. Suggestions and conclusion are also given at the end of the report.

1.3 OBJECTIVES OF THE STUDY

Primary objective:

To undergo an in-depth study bout Maruti Indus Motors after sles service.

12

Secondary objective:

1. To evaluate the attitude of customers towards Indus motors servicing.

2. To rate the satisfaction level.

3. To recommend suggestions to increase customer satisfaction where as there in the

areas where there is a chance of improvement.

6. RESEARCH METHODOLOGY

13

Reasearch methodology refers to the systamatic method consisting of enunciating the problem,

formulating hypothesis, collecting facts or data, analysing the facts and reaching certain

conclusions either in the form of solutions towards the concerned problem or in certain

generalisations for some thoeretical formulation.

RESEARCH PROBLEM

The research needs to know about the customer satisfaction derived from the after sales service

offered by Indus Motors, Calicut. There exists of high level of competition in this sector. So the

company wants to know the present status of after sales service.

STATEMENT OF THE PROBLEM

The study is focusing on the development of strategies for effectively carrying out the orientation

training programmed. In order for that, there is a need for the clear identification of factors directly or

indirectly contributing to the effectiveness of orientation training.

RESEARCH DESIGN

Research Design is the conceptual structure within which research is conducted. It constitutes the

blueprint for collection, measurement and analysis of data. The design used for carrying out this research

is Descriptive.

This research design focus attention on the following

a. Formulation of objective of the study

b. Identify the methods of data collection

c. Selecting a suitable sample by using a valid sampling technique

d. Collection of data by using a reliable instrument

e. Analysis and interpretation of datd

f. Preperation of a detailed report

DATA TYPE: In this research the type of data collection is

• Primary data

• Secondary data

14

SAMPLING PLAN:

It is very difficult to collect information from every member of a population .As time and costs are the

major limitation that the researcher faces. A sample of 50 was taken the sample size of 50 individuals

were selected on the basis of convenient sampling technique. The individuals were selected from past and

existing list of the customers to form sample and data were collected from them for the research study.

ANALYSIS AND INTERPRETATION:

Data collection through questionnaire resulted in availability of the desired information but these were

useless until there were analyzed. Various steps required for this purpose were editing, coding and

tabulating. Tabulating refers to bringing together similar data and compiling them in an accurate and

meaningful manner. The data collected by

Questionnaire was analyzed, interpreted with the help of table, bar chart and pie chart.

SAMPLE UNIT

The Customers of Indus Motors, Calicut are the sample unit in the survey.

SAMPLE SIZE

The sample size chosen for this study is 50

SOURCES OF DATA

Primary Data: Filling up questionnaire by past and existing customers of after sales service

Secondary Data: Books, newspapers, Websites, and data from company officials.

PRIMARY DATA

15

Primary data is the specific information collected by the person who is doing the research. It

can be obtained through clinical trials, case studies, true experiments and randomized controlled

studies. This information can be analyzed by other experts who may decide to test the validity of

the data by repeating the same experiments.

There are many methods of collecting primary data and the main methods include:

Questionnaires

Interviews

Focus group interviews

Observation

case-studies

Diaries

Critical incidents

Portfolios.

SECONDARY DATA

The secondary data are those which have already been collected by someone

else and have been passed through statistical process. The secondary data for this study

are already available in the firm's internal records, annual report, broaches.

DATA COLLECTION METHOD

The data collection method used in this research is survey method. Here the

data are systematically recorded from the respondents.

16

RESEARCH TOOL

A structured questionnaire has been prepared to get the relevant information from

The respondents. The questionnaire consists of a variety of questions presented to the

Respondents for their despondence. The various types of questions used in this survey

Are:

Open ended questions

Closed ended questions

Multiple choice questions

STATISTICAL METHODS USED

Statistical tools used for the purpose of evaluation are chi-square analysis. Chi-square tes is

conducted to find out whether there exists dependence relation between quality of service and

price of service.

LIMITATIONS OF THE STUDY

There are certain limitations.

o The respondents were reluctant to give correct information.

17

o Even though the customers gave correct information during the unstructured interview

conducted, they gave positive answer while answering the questionnaire.

o The investigator intended to cover only few areas of Maruti Suzuki relevant to the

proposed study.

o As the study was done within a limited time, investigator could not select a sufficiently

large sample for the study.

o The sample size fifty is very small

18

Chapter 2

Review of literature

19

ChapterIII

Industry Profile

Company Profile

3.1. INDUSTRY PROFILE

20

The Automotive industry in the Republic of India is one of the largest in the world. It is the

world's second largest manufacturer of motorcycles, with annual sales exceeding 8.5 million in

2009. India's passenger car and commercial vehicle manufacturing industry is the seventh largest

in the world, with an annual production of more than 2.6 million units in 2009. In 2009, India

emerged as Asia's fourth largest exporter of passenger cars, behind Japan, South Korea and

Thailand.

As of 2009, India is home to 40 million passenger vehicles and more than 1.5 million cars were

sold in India in 2009 (an increase of 26%), making the country the second fastest growing

automobile market in the world. By 2050, the country is expected to top the world in car

volumes with approximately 611 million vehicles on the nation's roads. A major chunk of India's

car manufacturing industry is based in and around the city of Chennai (also known as "Detroit of

India"), with the Indian city accounting for 60 per cent of the country's automotive exports.

Chakan corridor near Pune is an upcoming vehicular production hub with General Motors,

Volkswagen/ Skoda, Mahindra and Mahindra in the process of setting up or already set up

facilities

The Automotive industry in India is one of the largest in the world and one of the fastest

growing globally. India manufactures over 11 million 2 and 4-wheeled vehicles and exports

about 1.5 million every year. It is the world's second largest manufacturer of motorcycles, with

annual sales exceeding 8.5 million in 2009. India's passenger car and commercial vehicle

manufacturing industry is the seventh largest in the world, with an annual production of more

than 2.6 million units in 2009. In 2009, India emerged as Asia's fourth largest exporter of

passenger cars, behind Japan, South Korea and Thailand.

As of 2009, India is home to 40 million passenger vehicles and more than 1.5 million cars were

sold in India in 2009 (an increase of 26%), making the country the second fastest growing

automobile market in the world. By 2050, the country is expected to top the world in car

volumes with approximately 611 million vehicles on the nation's roads. A major chunk of India's

car manufacturing industry is based in and around the city of Chennai (also known as "Detroit of

India"), with the Indian city accounting for 60 per cent of the country's automotive exports.

Chakan corridor near Pune, Maharashtra is another prominent vehicular production hub with

21

General Motors, Volkswagen/ Skoda, Mahindra and Mahindra in the process of setting up or

already set up facilities.[10][11] Halol in Gujarat, Gurgaon neighboring New Delhi, Aurangabad in

Maharashtra, Kolkatta in West Bengal are some of the other automotive manufacturing regions

around the country.

Foreign automotive companies in India

Vehicles manufactured or assembled in India

BMW India: 3 Series, 5 Series, 1 Series.

Fiat India (in collaboration with Tata Motors): Grande Punto, Linea, Palio Stile.

Ford India: Ford Figo, Ikon, Fiesta, Endeavour.

General Motors India

Chevrolet (CSPIL): Spark, Beat, Aveo U-VA, Aveo, Optra, Cruze, Tavera.

Honda Siel: Jazz, City, Civic, Accord.

Hyundai Motor India: Santro, i10, i20, Accent, Verna Transform, Sonata Transform.

Mahindra Renault: Logan

Maruti Suzuki: 800, Alto, WagonR, Estilo, A-star, Ritz, Swift, Swift DZire, SX4, Omni,

Versa, Eeco, Gypsy, Grand Vitara

Mercedes-Benz India: C-Class, E-Class.

Mitsubishi: (in collaboration with Hindustan Motors)[42]: Lancer, Lancer Cedia, Pajero

Nissan Motor India: Micra.

Toyota Kirloskar: Corolla, Innova, Camry.

22

Volkswagen India: Polo, Jetta, Passat.

Audi India: A4, A6, Q5.

Škoda Auto India: Fabia, Octavia, Laura, Superb.

Vehicles imported to India

Audi: A8, TT, R8, Q5, Q7.

Bentley: Arnage, Azure, Brooklands, Continental GT, Continental Flying Spur,

Mulsanne.

BMW: 6 Series, 7 Series, X3, X5, X6, M3, M5, M6 and Z4.

Chevrolet: Captiva.

Fiat: Nuova 500, Bravo.

Honda: Civic Hybrid, CR-V.

Jaguar: XF, XJ, XK.

Lamborghini: Gallardo, Murciélago.

Land Rover: Range Rover, Range Rover Sport, Discovery 4, Freelander 2.

Maybach: 57 and 62.

Mercedes-Benz: CL-Class, CLS-Class, S-Class, SL-Class, SLK-Class, M-Class, Viano.

Mitsubishi: Montero, Outlander.

Nissan: Teana, X-Trail, 370Z,

Porsche: 911, Boxter, Panamera, Cayman, Cayenne.

Rolls Royce: Ghost, Phantom, Phantom Coupé, Phantom Drophead Coupé.

Škoda: Superb.

Suzuki: Grand Vitara.

Toyota: Land Cruiser, Land Cruiser Prado, Fortuner*, Prius.

Volkswagen: Beetle, Touareg, Phaeton.

Volvo: S60, S80, XC90.

Commercial Vehicle manufacturers in India

23

Local Brands

Ashok Leyland

Force Mahindra

Premier

Tata

Foreign Brands

Volvo

Audi

BMW

Mercedes-Benz

3.2: COMPANY PROFILE

24

Indus Motors Pvt. Ltd. The authorized Maruti dealers has become No. 1 Dealer in India.With

an all time record sale of 28447 Maruti cars in the financial year 2008-09. The No. 1 Maruti

dealer in Kerala become No. 1 in India. No other Maruti dealer in India has been able to reach

such heights within one year, Indus Motors Pvt. Ltd. The authorized Maruti dealers has

become No. 1 Dealer in India.With an all time record sale of 26833 Maruti cars in the financial

yeaThe authorized Maruti dealers has become No. 1 Dealer in India.With an all time record sale

of 26833 Maruti cars in the financial year  2008-09

1 Dealer in India.With an all time record sale of 28447 Maruti cars in the financial yeaThe

authorized Maruti dealers has become No. 1 Dealer in India.With an all time record sale of

28447 Maruti cars in the financial year  2008-09

Vision

Transform Indus into World Class Dealership

Mission

We will pursue the development of our financial and human resources through diversified

business activities, in an ethical and socially responsible manner and in pace with the

advancements of the day.

We will uphold a professional code of conduct in the pursuit of our goals and are committed

to taking up social responsibilities as a corporate citizen by dedicating a significant share of

our productive surpluses for espousing social causes that would benefit our employees, their

families and the society at large.

25

V

Values and Beliefs

The enduring belief that our corporate destiny is inextricably entwined with those of our

employees and customers carries us towards a profitable and ethical business model.

Quality Policy 

Customer satisfaction through quality services achieved by through constant adherence and

continual improvement in quality services and systems following P.D.C.A (Plan, Do, Check Act)

technique in all our functions and actions complying with the requirements.

Major Departments

Sales

Service

True Value

Spares

Accessories

Sales support ( MI, MF,EW and Autocard )

Institute

MDS

Indus Services Package: We are providing a comprehensive Service Package absolutely free for

vehicles purchased from Indus Motors with lot of benefit to the customer. Maruti Extended

Warranty Maruti Extended Warranty has been specially devised to offer you extreme driving

pleasure during the ownership of the vehicle. This program is run by Maruti Suzuki India

Limited itself and hence it offers you the best protection against repairs. This policy commences

at the expiry of the primary warranty period and the duration will up to w years. Benefits under

26

Extended Warranty Maruti assurance Can approach any dealer in the country for warranty

jobs Dealer take the warranty decision, so no delay for the customer Total peace of mind, full

replacement against manufacturing defect full labour free for warranty replacement. Better resale

value even if the vehicle is sold before 4 years only nominal price for exrended warranty.

Maruti Genuine Accessories Maruti has introduced wide range of genuine Accessories for

different models for improving comfort and appearance.

Wide range of auto accessories under one roof

Easy ordering from a single source.

World class quality

Competitive price value

Proper fitment

Compatibility with vehicle systems

Validity of warranty

Their Profile ::

1st dealership in Calicut in 1986

2nd in Cochin in 1991

3rd in Trivandrum in 1994

4th in Muvattupuzha in 2005

5th in Royapetta, Chennai 2007

6th in Kattupakkam, Chennai 2008

6 Dealerships, 30 Workshops, 4 True Value Outlets, 2 Driving Schools

No. 1 Dealer in India , Record Sale of 28447 cars

27

CHAPTER IV

DATA ANALYSIS AND INTERPRETATION

4. DATA ANALYSIS AND INTERPRETATIONS

28

TABLE 4.1: AGE WISE CLASSIFICATION

Age

Group

No. of

responden

ts

Below

25 10

25-35 15

35-45 12

45-55 8

Above5

5 5

CHART 4.1: AGEWISE CLASSIFICATION

Below 25 25-35 35-45 45-55 Above550

2

4

6

8

10

12

14

16

No. of respondants

No. of respondants

INTERPRETATION:

Most of the respondents are between twenty five& thirty-five.

29

TABLE 4.2: GENDER WISE CLASSIFICATION

Gender

No. of

Responden

ts

Male 38

Female 12

total 50

CHART 4.2: GENDERWISE CLASSIFICATION

No. of Respondents

MaleFemale

INTERPRETATION:

The above graph shows most of the respondents are males.

30

TABLE 4.3: PROFESSION

Q3

% of

respondent

s

No. of

respondent

s

Student 18 9

Govt. Employee 22 11

Doing own

business 32 26

Other 28 14

CHART 4.3: PROFESSION

Student Govt. Employee

Doing own business

Other0

5

10

15

20

25

30

35

% of respondants

% of respondants

31

INTERPRETATION:

Most of the respondents are doing own business.

TABLE 4.4: AWARNESS ABOUT INDUS

Q

% of

responden

ts

No. of

responden

ts

News

Paper 30 15

Friends 16 8

Relatives 18 9

Sales

Executive 20 10

TV 10 5

Others 6 3

CHART 4.4: AWARNESS ABOUT INDUS

News P

aper

Frien

ds

Relative

s

Sales

Execu

tive TV

Others0

5

10

15

20

25

30

% of respondents

% of respondents

32

INTERPRETATION:

Most of the respondents are induced by newspapers.

TABLE 7.5: REASON FOR BUYING

Q

% of

respondent

s

No. of

respondent

s

Low Price 14 7

After Sales

Service 24 12

Attractive

Brand 18 9

Location 16 8

Service

Quality 28 14

CHART 4.5: REASON FOR BUYING

33

Low Price After Sales Service

Attractive Brand

Location Service Quality

0

5

10

15

20

25

30

% of respondents

% of respondents

INTERPRETATION:

Most of the respondents buy a vehicle from Indus because of service quality.

TABLE 4.6: UNDERSTANDING OF SERVICE ADVERTISERS

Q

% of

responden

ts

No. of

Responden

ts

Excelle

nt 30 15

Good 24 12

Averag

e 24 12

Below

avg 14 7

Poor 8 4

CHART 4.6: UNDERSTANDING OF SERVICE ADVERTISERS

34

Exellent Good Average Below avg Poor0

5

10

15

20

25

30

35

% of respondants

% of respondants

INTERPRETATION:

Most of the respondents said that the service advertisers can understand their needs when they

book appointment.

TABLE 4.7: OVERALL QUALITY OF SERVICE

Q

% of

responden

ts

No. of

Responden

ts

Excelle

nt 42 21

Good 22 11

Averag

e 12 6

Below

avg 14 7

Poor 10 5

35

CHART 4.7: OVERAALL QUALITY OF SERVICE

Exellent Good Average Below avg Poor0

5

10

15

20

25

30

35

40

45

% of respondants

% of respondants

INTERPRETATION:

Most of the customers agreed that the overall quality of service they received from Indus motors

is excellent.

TABLE 4.8: COMMUNICATION DURING SERVICE

Q

% of

responden

ts

No. of

Respondan

ce

Excelle

nt 38 19

Good 20 10

Averag

e 16 8

Below

avg 14 7

36

Poor 12 6

CHART 4.8: COMMUNICATION DURING SERVICE

Exellent Good Average Below avg Poor0

5

10

15

20

25

30

35

40

% of respondants

% of respondants

INTERPRETATION:

Majority of the respondents are satisfied with the communication during services.

TABLE 4.9: COMPLAINT HANDLING

Q

% of

responden

ts

No. of

Responden

ts

Excelle

nt 32 16

Good 24 12

Averag 20 10

37

e

Below

avg 14 7

Poor 10 5

CHART 4.9: COMPLAINT HANDLING

Exellent Good Average Below avg Poor0

5

10

15

20

25

30

35

% of respondants

% of respondants

INTERPRETATION:

Most of the respondents said that the quality of service in Indus Motors is excellent.

TABLE 4.10: LIKELINESS OF USE IN FUTERE

Q

% of

responden

ts

No. of

responden

ts

Very 42 21

38

likely

Likely 16 8

May Be 14 7

Unlikely 18 9

Very

unlikely 10 5

CHART 4.10: LIKELINESS OF USE IN FUTERE

Very likely Likely May Be Unlikely Very unlikely0

5

10

15

20

25

30

35

40

45

% of respondents

% of respondents

INTERPRETATION:

Most of the respondents are very likely to use Indus Motors for servicing and repairs in future. .

TABLE 4.11: SERVICE PRICE

Q

% of

respondent

s

No. of

respondent

s

Highly 28 14

39

satisfied

Satisfied 36 18

Indifferent 16 8

Dissatisfied 12 6

Highly

dissatisfied 8 4

CHART 4.11: SERVICE PRICE

Highly

satisfi

ed

Satisfi

ed

Indifferent

Dissati

sfied

Highly

disatisfi

ed05

10152025303540

% of respondents

% of respondents

INTERPRETATION:

The above analysis concludes that most of the respondents are highly satisfied with Maruti Indus

Motors service price.

TABLE 4.12: TIMELY DELIVORY OF PRODUCT

Q

% of

responden

ts

No. of

Responden

ts

Strongly 34 17

40

agree

Agree 24 12

Nuetral 20 10

Dissagree 14 7

Highly

disagree 8 4

CHART 4.12: TIMELY DELIVORY OF PRODUCT

Strongly agree

Agree Nuetral Dissagree Highly disagree

0

5

10

15

20

25

30

35

% of respondents

% of respondents

INTERPRETATION:

Majority of the customers strongly agreed that they always get their vehicle after service on

promised time from Indus Motors.

TABLE 7.13: ATTENTION GIVEN TO MINOR COMPLAINTS

Q % of

responden

No. of

Responden

41

ts ts

Strongly

agree 26 13

Agree 24 12

Neutral 28 14

Disagree 14 7

Highly

disagree 8 4

CHART 7.13: ATTENTION GIVEN TO MINOR COMPLAINTS

Strongly agree

Agree Nuetral Dissagree Highly disagree

0

5

10

15

20

25

30

% of respondents

% of respondents

INTERPRETATION:

Most of the respondents highly agree that the attention given by Indus Motors to a minor

complaint is highly satisfactory.

TABLE 7.14: AFTER WARRANTY REPAIR WORK

Q % of

responden

No. of

Responden

42

ts ts

Strongly

agree 20 10

Agree 24 12

Neutral 22 11

Disagree 18 9

Highly

disagree 16 8

CHART 7.14: AFTER WARRANTY REPAIR WORK

Strongly agree

Agree Neutral Disagree Highly disagree

0

5

10

15

20

25

% of respondents

% of respondents

INTERPRETATION:

Most of the respondents agree that the repair work done after warranty period is good.

TABLE 7.15: AFTER SERVICE DEFECT

Q % of No. of

43

responden

ts

Responden

ts

Strongly

agree 28 14

Agree 22 11

Neutral 24 12

Disagree 14 7

Highly

disagree 12 6

CHART 7.15: AFTER SERVICE DEFECT

Strongly agree

Agree Nuetral Dissagree Highly disagree

0

5

10

15

20

25

30

% of respondents

% of respondents

INTERPRETATION:

Most of the respondents are strongly agree that the frequency of defect found after service

is very less.

TABLE 7.16: PROPER SERVICE

44

Q

% of

responden

ts

No. of

Responden

ts

Strongly

agree 40 20

Agree 22 11

Neutral 18 9

Disagree 12 6

Highly

disagree 8 4

CHART 7.16: PROPER SERVICE

Strongly agree

Agree Nuetral Dissagree Highly disagree

0

5

10

15

20

25

30

35

40

45

% of respondents

% of respondents

INTERPRETATION:

Most of the respondents strongly agree that they never had an experience of getting back

their product without proper service.

TABLE 7.17: AVOID FUTER COMPLAINTS

45

Q

% of

responden

ts

No. of

Responden

ts

Strongly

agree 36 18

Agree 24 12

Neutral 14 7

Disagree 18 9

Highly

disagree 8 4

CHART 7.17: AVOID FUTER COMPLAINTS

Strongly agree

Agree Nuetral Dissagree Highly disagree

0

5

10

15

20

25

30

35

40

% of respondents

% of respondents

INTERPRETATION:

Most of the respondents strongly agree that the repair work is not only focused on the

problem area but the entire product will be monitored for avoiding future complaints.

46

TABLE 7.18: INFORMATION ABOUT NEW PRODUCT

Q

% of

responden

ts

No. of

Responden

ts

Strongly

agree 28 14

Agree 32 16

Neutral 16 8

Disagree 14 7

Highly

disagree 10 5

CHART 7.18: INFORMATION ABOUT NEW PRODUCT

Strongly agree

Agree Nuetral Dissagree Highly disagree

0

5

10

15

20

25

30

35

% of respondents

% of respondents

INTERPRETATION:

47

Majority of the respondents are strongly agreed that the introduction of new product and

new offers are informed to the customers.

TABLE 7.19: RECOMMENT TO OTHERS

Q

% of

responden

ts

No. of

Responden

ts

Very

frequent 30 15

Frequent 34 17

Rare 12 6

Very rare 16 8

Never 8 4

CHART 7.19: RECOMMENT TO OTHERS

Very frequent

Frequent Rare Very rare Never0

5

10

15

20

25

30

35

% of respondents

% of respondents

48

INTERPRETATION:

Most of the respondents are very frequently likely to recommend Indus Motors to others.

5. FINDINGS

1. As per chart no.4 most of the respondents are induced by newspapers.

2. As per chart no.5 most of the respondents buy a vehicle from Indus because of service

quality.

3. As per chart no.6 most of the respondents said that the service advertisers can understand

their needs when they book appointment.

4. As per chart no.7 most of the customers agreed that the overall quality of service they

received from Indus motors is excellent.

5. As per chart no.8 majority of the respondent’s satisfied with the communication during

services.

6. As per chart no.9 most of the respondents said that the quality of service in Indus

motors is excellent.

7. As per chart no.10 most of the respondents are very likely to use Indus motors for

servicing and repairs in future. .

8. As per chart no.11 most of the respondents are highly satisfied with Maruti Indus motors

service price.

9. As per chart no.12 Majority of the customers strongly agreed that they always get their

vehicle after service on promised time from Indus Motors.

10. As per chart no.13 most of the respondents highly agree that the attention given by indus

motors to a minor complaint is highly satisfactory.

11. As per chart no.14 most of the respondents agree that the repair work done after warranty

period is good.

12. As per chart no.15 most of the respondents are strongly agree that the frequency of defect

found after service is very less.

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13. As per chart no.16 most of the respondents strongly agree that they never had an

experience of getting back their product without proper service.

14. As per chart no.17 most of the respondents strongly agree that the repair work is not only

focused on the problem area but the entire product will be monitored for avoiding future

complaints.

15. As per chart no.18 majority of the respondents are strongly agreed that the introduction of

new product and new offers are informed to the customers.

16. As per chart no.19 most of the respondents are very frequently likely to recommend indus

motors to others.

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6. SUGGESTIONS

1. Provide more facility for complaints and suggestions regarding service.

2. Create awareness among people about the prospects of the showroom at

Calicut.

3. Company can take initiative in customer relationship building programs.

4. Proper training should be given to the staff to increase the efficiency.

5. Try to increase the quality of service and reduce the price.

6. Keep good communication during service.

7. The company may try to give service facilities in holidays also for working

customers

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10. CONCLUSION

The project was conducted at Maruti Indus Motors, Calicut from 50 respondents. This study

was conducted to study the after sales service in Indus Motors. This study has provided me an

insight into the service quality in Indus Motors. From the study it is clear that the service they

provide is fairly good.

This study is conducted by contacting the people who own the Maruti Suzuki Vehicles

Purchased from Indus Motors. This study was undertaken for a period of three weeks. The

researcher collected the necessary information using questionnaire method. The collected data’s

are consolidated through using t-test. The graph and table were used for representation. The

responds taken from respondents were analyzed and represented by using graph and tables to

achieve the objective of the study.

I t was found that the majority of the customers are satisfied with the Indus Motors after sales

service.

The researcher has tried his best to make the study realistic and suggestive, but does not claim

the findings and suggestions in the report are perfect. If time available were more the study

would have been extended to a large portion of the universe, which would help the findings to be

more accurate.

The researcher is able to appreciate the effort taken by Indus Motors to provide excellent

service to customers. The key learning from this project study is that in an extremely competitive

industry the sale of high value item, the register of company’s facilities and services in te mind

of customers is of high importance.

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11. BIBLIOGRAPHY

1. KOTHARI.C.R; Research Methodology, New age international publishers, New

Delhi, Second Edition-2004.

2. KOTLER AND AMSTRONG- PRINCIPLES OF MANAGEMENT

3. www.google.com

4. Www. Wikipedia.org

5. Www. Indus motors.org

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Questionnaire

(INDUS MOTORS, AFTER SALES SERVICE)

1. Gender :

2. Age group: □Below 25 □ 25-35 □ 35-45

□45-55 □Above 55

3. Occupation:

4. Name of your car:

5. How do you come to know about Indus Motors?

□Newspaper □Friends □ Relatives □Salesexecutive □TV □Others

6. Why did you buy a car from Indus Motors ?

□Low price □Aftersales service □Attractive brand □Location

□Service quality

7. The service advertisers understanding of your needs when you ordered the appointment

□Excellent □Good □Average

□Below average □Poor

54

8. How would you rate the service you received from Indus Motors?

□Excellent □Good □Average

□Below average □Poor

9. Communication during service/ repair to keep you updated on progress is

□Excellent □Good □Average

□Below average □Poor

10. Complaint handling in Indus motors

□Excellent □Good □Average

□Below average □Poor

11. What is the likely hood of you using Indus Motors for servicing and repairs in the future

□Very likely □ Likely □May be

□ Unlikely □Very unlikely

12. The price charged by the company is reasonable

55

□Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

13. From Indus Motors, You always get your car after service on the promised time.

□Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

14. The attention given by them even to a minor complaint is highly satisfactory

□Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

15. The repair work done after the warranty period is found to be good.

□Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

16. The frequency of defect after service is found to be very less

□Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

17. I never had an experience of getting back my product without proper service

□Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

18. The repair work is not only focused on the problem area but the entire product will be monitored

for avoiding future complaints

□Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

19. The introduction of new products and new offers are informed to the customers

□Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

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20. How likely do you recommend Indus products to others?

□ Verylikely □ likely □neutral □ unlikely □ very unlikely

21. Can you give any suggestions for improvement?

_____________________________________________________________________________________

___________________________________________

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