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1.1 INTRODCTION TO THE STUDY

The topic allocated by the company Chavan Motors div(1) pvt ltd. is “Comparative study

of Chavan Motors and Marutisuzuki with reference to after sales services” in Pandharpur region.

The topic covered consumer needs while purchasing the vehicle and also to know the best

company to provide the after sales service.

Indian automobile industry is all set to play the same role in the Indian Economy. Indian

automobile industry is one of the most modern , growing and vibrant automobile markets. In

India, marutisuzuki is one of the leading automobile manufacturers and the market leader in four

wheeler’s segment, both the terms of volume of vehicles sold and revenue earned.

The project included the primary objective needs of consumer in after sales service of four

wheelers and consumers perception about sales service of four wheeler vehicles in market.

All the suggestions can directly or indirectly help the company in generating more

sales.Consumer likes best quality products on any price so company at least technology in their

products.Consumer behavior always looks somewhat extra benefits while purchasing they should

demand for affordable price for product.Company should provide reliable products and services

to their costumers.Company should target both the group low income group people want to

purchase so company should provide their needs with affordable price.

After sales service, which is in after sell all kinds of services provided from the sales

promotion to see ,after sales service itself is also a marketing tool. Follow up the stage in

tracking, sales people to take various forms of co-operation, through the after sales service to

steps to improve the enterprise prestige of products and expand the market share, improve work

efficiency and benefit of selling. After sales service, it is to point to the production enterprises,

dealers, and the products (or service ) sales to customers ,to provide consumers after a series of

the consumers and changes in the concept of consumption. Consumers in purchasing

products ,not only pay attention to product entity itself, in the similar product quality and

performance similar circumstances, more importance to product after sales service .therefore

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enterprise in the offer the good and cheap products at the same time, to offers consumers perfect

after-sales service, and has become a modern enterprise market a few competition.

1.2 OBJECTIVES OF STUDY

To understand the services awareness among the customer for their vehicle.

To know problems faced by the customer with reference to their vehicle.

To compare the after sales services provided by Tata Motors and Maruti Suzuki.

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1.3 SCOPE AND LIMITATIONS OF THE STUDY

SCOPE

This study is helpful in assessing the requirements of four wheelers buyers.

The importance of customer buying behavior needs to be understood by all the

manufacturer.

The rise in per capita income and rise of consumerism has helped four wheelers

manufacturers in introducing new models

This study reveals in-depth market analysis of what consumer needs .

This study focuses on customer needs when they purchase any car.

LIMITATIONS

Consumers were not ready to give proper answers to the interview as they were not

having time and few of them hesitating to share their opinion.

Period of project only 30 days.

The area selected for survey is limited to Pandharpur city and nearby villages.

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1.4 RESEARCH METHODOLOGY

1. Research Design

Research design provides the clue that holds the research project together. A design is used to

structure the research, to show how all of the major parts of the research project - the samples or

groups, measures, treatments or programs, and methods of assignment - work together to try to

address the central research questions.

Briefing of questionnaires

During the beefing we were informed the purpose of the research. all the terms in questionnaire

were explained in detailed.

Mock Interviews

This is the practice session given to the people going for the field work so that the interviews and

data collection is smooth.

2 Data collection:

Data can be collected by different intranet websites of the organization.

In Maruti Suzuki showroom the servicing department used to provide the information and data

when required.

In such surveys mainly Questionnaire is used as an effective tool for data collection

Primary data

Primary data is collected directly from the respondent through questionnaire method.

Secondary data

Secondary data is the data that has been already collected and analyzed for same or other person.

this type of data can be helpful at times while conducting the research.

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Instrument of data collection

Questionnaire and personal communication were the two instruments that were used for

collecting data

Data analysis technique

The data collected was mentioned on daily basis by the team leader in an excel sheet at

the end of study the data was plotted in various graphs.

3 Sampling design

Sample design is the specific plan of collecting the data from the preset target people. In

this project we were supposed to collect the data from individuals who had goes to the

servicing four wheeler vehicles.

4 Sample size:

The sample size 50

Areas

The area of study is PANDHARPUR.

5 Sampling technique:

Convince Sampling:

Conducted interviews based on the convince sampling. In this type of sampling

interviewer can conduct interview anywhere he wants from the target audience so long

they fulfill the basic requirements.

.

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2.1 INTRODUCTION TO THE AUTOMOBILE INDUSTRY

In 2014, there were 3,695 factories producing automotive parts in all of India. The average firm

made US$6 million in annual revenue with profits close to US$400 thousand.

Automobile, self-propelled vehicle used primarily on public roads to other surfaces. Automobile

changed the world during the 20 thcentury , in the united .United States and other industrialized

nations r ank   among the leading causes of death and injury throughout the world. But for better

or worse, the 1900s can be called the age of the automobile , and cars will no doubt

continue to shape our culture and economy well into the 21st century.

Key automobile manufactures in India

MarutiUdyog

General Motors

TVS Motors

Hero Motors

TATA Motors.

Ford Indial Ltd.

Eicher Motors

Bajaj Auto

Daewoo Motors India

Hindustan Motors

Hyundai Motors India Ltd.

Royal Enfield Motors

Telco

Dc Designs

Swarajmazda Limited.

Mahindra

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2.1.1 AUTOMOBILE SECTOR IN INDIA

Earlier ,the only cars that were shining on the Indian roads were Ambassador and the premier

padmini. Locally assembled Fiat 1100 was premier Padmini, where as Ambassador is a replicate

of the Morris Oxford –an old British Car. But now we have so many makes and models that it is

very difficult to remember them all.

It was in the year 1983,a joint venture between the government and Suzuki motors of Japan that

paved the way for a renaissance in the Indian automobile sector and gave birth to Maruti Suzuki

800 from the hatch back segment. and from then outwards were was no looking back for the

Indian car industry. Today India is the second largest two-wheeler market, the fourth largest

commercial vehicle market and eleventh largest passenger car market in the world.

Now we have so many foreign car market pouring in with different new, attractive and luxurious

models to meet the growing demands for cars ,these car manufacturers have set up their base in

India. Name of car such as –Audi, BMW ,Chevrolet Fiat, Honda, Hyundai, Mahindra,

Mercedes-Benz, Skoda, Suzuki, Toyota Volkswagen, and Volvo. some of the makers like Ford

are playing to make India a regional hub that will allow exports of both small cars as well as

engines.

Maruti Suzuki is leader by far, but the No 2 spot in the Indian passenger vehicles could be

anybody’s game in the next couple of years, with at least four car makers in the race for that

position, reports.

It was previously one of the fastest growing markets globally, but it is currently experiencing flat

or negative growth rates. In 2009, India emerged as Asia's fourth largest exporter of passenger

cars, behind Japan, South Korea, and Thailand, overtaking Thailand to become third in 2010. As

of 2010, India was home to 40 million passenger vehicles. More than 3.7 million automotive

vehicles were produced in India in 2010 (an increase of 33.9%), making India the second fastest

growing automobile market in the world (after China).

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2.2 INTRODUCTION TO MARUTI SUZUKI INDIA LTD.

Formerly known as MarutiUdyog Limited, is an automobile manufacturer in India. It is a

subsidiary of Japanese automobile and motorcycle manufacturer Suzuki. As of November 2012,

it had a market share of 37% of the Indian passenger car markets. Maruti Suzuki manufactures

and sells a complete range of cars from the entry level Maruti 800 (discontinued), Alto, to the

hatchback Ritz, Celerio, A-Star,Swift, Wagon R, Zen and sedans DZire, Ciaz, Kizashi and SX4,

in the 'C' segment Eeco, Omni, Multi Purpose vehicle Suzuki Ertiga, S-Cross and Sports Utility

vehicle Grand Vitara.The company's headquarters are at No 1, Nelson Mandela Road, New

Delhi.In February 2012, the company sold its ten millionth vehicle in India.

Maruti Suzuki is India and Nepal’s number one leading automobile manufacturer and the market

leader in the car segment, both the terms of volume of vehicles sold and revenue earned. Until

recently 18.28% of company was owned by the Indian government and 54.20 % by Suzuki of

Japan.

MarutiUdyogLimited(MUL) was established In February 1981,though the actual production

commenced in 1983 with the Maruti 800,based on the Suzuki alto car which at the time was the

only modern car available in India,its only competitors –the Hindustan Ambassador and premier

padmini were both around 25 years out of date at the point .Through 2013-14 ,Maruti Suzuki has

produced over 5 million vehicles . MarutiSuzukis are sold in India and various several other

countries ,depending upon export orders.

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Company Profile:-Maruti Suzuki India ltd

Type Public Ltd

Industry Automotive

Predecessor MarutiUdyog Limited

Founded 1981

Headquarters New Delhi

Key People Rc Bhargava

Products Automobiles

Revenue 407.65billion (US$6.1billion)(2013)

Net Income 16.81 Billion(US $260billion)(2013)

Employees 6,903(2013)

Parent Suzuki

Website Www.Marutisuzuki.Com

Current Model

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Model Launched Category

Omni 1984 Minivan

Gypsy 1985 SUV

Zen 1993 Hatchback

WagonR 1999 Hatchback

Swift 2005 Hatchback

Grand Vitara 2007 Mini SUV

DZire 2008 Sedan

Ritz 2009 Hatchback

Ertiga 2012 Mini MPV

Alto 800 2012 Hatchback

Stingray 2013 Hatchback

Celerio 2014 Hatchback

Sales and service network

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As of 31 March 2014 Maruti Suzuki has 933 dealerships across 666 towns and cities in

all states and union territories of India. It has 3,060 service stations (inclusive of dealer

workshops and MarutAuthorised Service Stations) in 1,454 towns and cities throughout India. It

has 30 Express Service Stations on 30 National Highways across 1,436 cities in India.

Service is a major revenue generator of the company. Most of the service stations are managed

on franchise basis, where Maruti Suzuki trains the local staff. Other automobile companies have

not been able to match this benchmark set by Maruti Suzuki. The Express Service stations help

many stranded vehicles on the highways by sending across their repair man to the vehicle.

Maruti Insurance

Launched in 2002 Maruti Suzuki provides vehicle insurance to its customers with the help of the

National Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram. The

service was set up the company with the inception of two subsidiaries Maruti Insurance

Distributors Services Pvt. Ltd and Maruti Insurance Brokers Pvt. Limited.

Maruti Finance

To promote its bottom line growth, Maruti Suzuki launched Maruti Finance in January 2002.

Prior to the start of this service Maruti Suzuki had started two joint ventures Citicorp Maruti and

Maruti Countrywide with Citi Group and GE Countrywide respectively to assist its client in

securing loan. Maruti Suzuki tied up with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak

Mahindra, Standard Chartered Bank, and Sundaram to start this venture including its strategic

partners in car finance. Again the company entered into a strategic partnership with SBI in

March 2003 Since March 2003, Maruti has sold over 12,000 vehicles through SBI-Maruti

Finance. SBI-Maruti Finance is currently available in 166 cities across India.

Citicorp Maruti Finance Limited is a joint venture between Citicorp Finance India and

MarutiUdyog Limited its primary business stated by the company is "hire-purchase financing of

Maruti Suzuki vehicles".

Citi Finance India Limited is a wholly owned subsidiary of Citibank Overseas Investment

Corporation, Delaware, which in turn is a 100% wholly owned subsidiary of Citibank N.A. Citi

Finance India Limited holds 74% of the stake and Maruti Suzuki holds the remaining 26%.

Capital, HDFC and Maruti Suzuki came together in 1995 to form Maruti Countrywide. Maruti

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claims that its finance program offers most competitive interest rates to its customers, which are

lower by 0.25% to 0.5% from the market rates.

MarutiTrueValue

Maruti True service offered by Maruti Suzuki to its customers. It is a market place for used

Maruti Suzuki Vehicles. One can buy, sell or exchange used Maruti Suzuki vehicles with the

help of this service in India. As of 31 March 2010 there are 342 outlets.

Maruti Accessories

Many of the auto component companies other than Maruti Suzuki started to offer components

and accessories that were compatible. This caused a serious threat and loss of revenue to Maruti

Suzuki. Maruti Suzuki started a new initiative under the brand name Maruti

GenuineAccessories to offer accessories like alloy wheels, body cover, carpets, door visors, fog

lamps, stereo systems, seat covers and other car care products. These products are sold through

dealer outlets and authorized service stations throughout India.

Exports

Maruti Exports Limited is the subsidiary of Maruti Suzuki with its major focus on exports and it

does not operate in the domestic Indian market. The first commercial consignment of 480 cars

were sent to Hungary. By sending a consignment of 571 cars to the same country Maruti Suzuki

crossed the benchmark of 300,000 cars. Since its inception export was one of the aspects

government was keen to encourage. Every political party expected Maruti Suzuki to earn foreign

currency. Angola, Benin, Djibouti, Ethiopia, Europe, Kenya, Morocco, Nepal, Sri Lanka,

Uganda, Chile, Guatemala, Costa Rica and El Salvador are some of the markets served by Maruti

Export.

Awards and recognition

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The Brand Trust Report published by Trust Research Advisory, a brand analytics

company, has ranked Maruti Suzuki in the thirty seventh position in 2013[ and

eleventh position in 2014among the most trusted brands of India.Bluebytes News, a

news research agency, rated Maruti Suzuki as India's Most Reputed Car Company in

their Reputation Benchmark Study[conducted for the Auto (Cars) Sector.

Manufacturing facilities

Maruti Suzuki has two manufacturing facilities in India. Both manufacturing facilities

have a combined production capacity of 14,50,000 vehicles annually. During a recent

meeting of the Gujarat chief minister with Suzuki Motor Corp chairman & CEO

Osamu Suzuki,the Chairman had said that the work on car manufacturing plant at

Mandal near Ahmedabad would be started soon. Maruti Suzuki to set up second plant

in Gujarat; acquires 600 acres.

The Gurgaon manufacturing facility has three fully integrated manufacturing plants and is spread

over 300 acres (1.2 km2). All three plants have an installed capacity of 350,000 vehicles annually

but productivity improvements have enabled it to manufacture 900,000 vehicles annually. The

Gurgaon facilities also manufacture 240,000 K-Series engines annually. The entire facility is

equipped with more than 150 robots, out of which 71 have been developed in-house. The

Gurgaon Facilities manufactures the 800, Alto, WagonR, Estilo, Omni, Gypsy, Ertiga, Ritz .

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MISSION VISION CULTURE AND VALUES OF MARUTI SUZUKI COMPANY

To be passionate in anticipating and providing the best vehicle and experiencing that excite our

customers globally.

Vision:

Mostadmired by our customers employees,business partners and shareholders for the experience

and value they enjoy from being with us.

Culture:

Accountability

Customer and product focus

Excellence

Speed

Values:

Inclusion

Integrity

Customer

Innovation

Concern for the environment

Passion of excellence

Agility

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FUTURE PLANS

MarutiSuzuki has reportedly planned well in advance about quite some future releases. The

automobile market is definitely beaming with new cars from several international car

manufactures ,especially in the small car segment. This as a result makes for tough competition

moreover the car makers are coming up with really innovative cars to beat the fuel prices and

rising costs to stay ahead in the competition. In such scenario,MarutiSuzuki the leading car

manufacturer does not want to lose its always dominant position in the Indian automobile market

and thus the future plans.

As of now, its known that marutisuzuki’s plan for the fresh lot includes a brand new compact

crossover based on SX4, and a next-gen small diesel car powered by 800cc engine. Apart from

the new entrants ,the automobile giant is coming up with maruti wagonR2013 with a new

refreshed look,as well as revamped Swift,which is an all-time favorite from the company.

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ORGANIZATION STRUCTURE OF MARUTI SUZUKI INDIA LTD.

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CEO

General Manager

Assistant manager

Lead engineer

Site supervisor

Structural engineerOutside manager

Senior egg

Operation manager

Engineer

SOLAPUR UNIVERSITY, SOLAPUR

2.3 INTRODUCTION TO TATA MOTORS LIMITED

INTRODUCTION:-

Tata Motors Limited (formerly TELCO, short for Tata Engineering and Locomotive Company)

is an Indian multinational automotive manufacturing company headquartered in Mumbai,

Maharashtra, India and a subsidiary of the Tata Group. Its products include passenger cars,

trucks, vans, coaches, buses, construction equipment and military vehicles. It is the world's 17th-

largest motor vehicle manufacturing company, fourth-largest truck manufacturer, and second-

largest bus manufacturer by volume.

Tata Motors has auto manufacturing and assembly plants in Jamshedpur, Pantnagar, Lucknow,

Sanand, Dharwad, and Pune in India, as well as in Argentina, South Africa, Thailand, and the

United Kingdom. It has research and development centresin Pune, Jamshedpur, Lucknow, and

Dharwad, India and in South Korea, Spain, and the United Kingdom. Tata Motors' principal

subsidiaries purchased the British premium car maker Jaguar Land Rover (the maker of Jaguar,

Land Rover, and Range Rover cars) and the South Korean commercial vehicle manufacturer

Tata Daewoo. Tata Motors has a bus-manufacturing joint venture with Marcopolo S.A. (Tata

Marcopolo), a construction-equipment manufacturing joint venture with Hitachi (Tata Hitachi

Construction Machinery), and a joint venture with FiatChrysler which manufactures automotive

components and FiatChrysler and Tata branded vehicles.

Founded in 1945 as a manufacturer of locomotives, the company manufactured its first

commercial vehicle in 1954 in a collaboration with Daimler-Benz AG, which ended in 1969.

Tata Motors entered the passenger vehicle market in 1991 with the launch of the Tata Sierra,

becoming the first Indian manufacturer to achieve the capability of developing a competitive

indigenous automobile.In 1998, Tata launched the first fully indigenous Indian passenger car, the

Indica, and in 2008 launched the Tata Nano, the world's cheapest car. Tata Motors acquired the

South Korean truck manufacturer Daewoo Commercial Vehicles Company in 2004 and

purchased Jaguar Land Rover from Ford in 2008.

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HISTORY OF TATA MOTORS:-

The first-generation(1998–07) Tata Indicaone of the best-selling cars in the history of the Indian

automobile industry

Tata entered the commercial vehicle sector in 1954 after forming a joint venture with Daimler-

Benz of Germany. After years of dominating the commercial vehicle market in India, Tata

Motors entered the passenger vehicle market in 1991 by launching the Tata Sierra, a multi utility

vehicle. Tata subsequently launched the Tata Estate (1992; a station wagon design based on the

earlier 'TataMobile' (1989), a light commercial vehicle), the Tata Sumo (1994; LCV) and the

Tata Safari (1998; India's first sports utility vehicle).

Tata launched the Indica in 1998, the first fully indigenous Indian passenger car. Although

initially criticized by auto analysts, its excellent fuel economy, powerful engine, and an

aggressive marketing strategy made it one of the best-selling cars in the history of the Indian

automobile industry. A newer version of the car, named Indica V2, was a major improvement

over the previous version and quickly became a mass favorite. Tata Motors also successfully

exported large numbers of the car to South Africa. The success of the Indica played a key role in

the growth of Tata Motors.

In 2004, Tata Motors acquired Daewoo's South Korea-based truck manufacturing unit, Daewoo

Commercial Vehicles Company, later renamed Tata DaewooOn 27 September 2004, Tata

Motors rang the opening bell at the New York Stock Exchange to mark the listing of Tata

Motors.

In 2005, Tata Motors acquired a 21% controlling stake in the Spanish bus and coach

manufacturer Hispano Carrocera. Tata Motors continued its market area expansion through the

introduction of new products such as buses (Starbus and Globus, jointly developed with

subsidiary Hispano Carrocera) and trucks (Novus, jointly developed with subsidiary Tata

Daewoo).

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In 2006, Tata formed a joint venture with the Brazil-based Marcopolo, Tata Marcopolo Bus, to

manufacture fully built buses and coaches.

In 2008, Tata Motors acquired the British car maker Jaguar Land Rover, manufacturer of the

Jaguar, Land Rover, and Daimler luxury car brands, from Ford Motor Company.

In May 2009, Tata unveiled the Tata World Truck range jointly developed with Tata Daewoo;

the range went on sale in South Korea, South Africa, the SAARC countries, and the Middle East

at the end of 2009.

Tata acquired full ownership of Hispano Carrocera in 2009.

In 2009, its Lucknow plant was awarded the "Best of All" Rajiv Gandhi National Quality Award.

In 2010, Tata Motors acquired an 80% stake in the Italian design and engineering company

Trilix for €1.85 million. The acquisition formed part of the company's plan to enhance its styling

and design capabilities.

In 2012, Tata Motors announced it would invest around 6 billion in the development of₹

Futuristic Infantry Combat Vehicles in collaboration with DRDO.

In 2013, Tata Motors announced it will sell in India, the first vehicle in the world to run on

compressed air (engines designed by the French company MDI) and dubbed "Mini CAT".

In 2014, Tata Motors introduced first Truck Racing championship in India "T1 Prima Truck

Racing Championship".

On 26 January 2014, the Managing Director Karl Slym was found dead. He fell from the 22nd

floor to the fourth floor of the Shangri-La Hotel in Bangkok, where he was to attend a meeting of

Tata Motors Thailand.

On 02 November 2015, Tata Motors announced Lionel Messi as global brand ambassador at

New Delhi, to promote and endorse passenger vehicles globally.

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OPERATIONS

Tata Motors has vehicle assembly operations in India, the United Kingdom, South Korea,

Thailand, Spain and South Africa. It plans to establish plants in Indonesia, and Eastern Europe.

Tata Technologies Limited (TTL) is an 86.91%-owned subsidiary of Tata Motors which

provides design, engineering, and business process outsourcing services to the automotive

industry. It is headquartered in Pune (Hinjewadi) and also has operations in Detroit, London, and

Thailand. Its clients include Ford, General Motors, Honda, and Toyota.

The British engineering and design services company Incat International, which specializes in

engineering and design SERVICES and product lifecycle management in the automotive,

aerospace, and engineering sectors, is a wholly owned subsidiary of TTL. It was acquired by

TTL in August 2005 for 4 billion.₹

COMMERCIAL VEHICLES

Tata Ace

Tata Ace Zip

Tata Super Ace

Tata TL/Telcoline/207 DI pickup truck

Tata 407 Ex and Ex2

Tata 709 Ex

Tata 807 (Steel cabin chassis, cowl chassis, medium bus chassis, steel cabin + steel body

chassis)

Tata 809 Ex and Ex2

Tata 909 Ex and Ex2

Tata 1109 (Intermediate truck)

Tata 1512 (medium bus chassis)

Tata 1612/1616 (heavy bus chassis)

Tata 1618 (semilow-floor bus chassis)

Tata 1623 (rear-engined low-floor bus chassis)

Tata 1518C (Medium truck) 10 ton

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Tata 1613/1615 (medium truck)

Tata 2515/2516 (medium truck)

Tata Starbus (branded buses for city, intercity, school bus, and standard passenger

transportation)

Tata Divo (Hispano Divo fully built luxury coach)

Tata CityRide (12- to 20-seater buses for intracity use)

Tata 3015 (heavy truck)

Tata 3118 (heavy truck) (8×2)

Tata 3516 (heavy truck)

Tata 4018 (heavy truck)

Tata 4923 (ultraheavy truck) (6×4)

Tata Novus (heavy truck designed by Tata Daewoo)

Tata Prima (the World Truck designed by Tata Motors and Tata Daewoo)

Tata Prima LX (stripped-down version of Tata Prima)

Tata Prima (Racing Trucks)

MILITARY VEHICLES

Tata LSV (Light Specialist Vehicle)

Tata Mine Protected Vehicle (4×4)

Tata 2 Stretcher Ambulance

Tata 407 Troop Carrier, available in hard top, soft top, 4×4, and 4×2 versions

Tata LPTA 713 TC (4×4)

Tata LPT 709 E

Tata SD 1015 TC (4×4)

Tata LPTA 1615 TC (4×4)

Tata LPTA 1621 TC (6×6)

Tata LPTA 1615 TC (4×2)

Tata Winger Passenger Mini Bus

Tata Landrover 1515 F

TATA SUMO 4*4

Tata Xenon

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ORGANIZATION STRUCTURE OF TATA MOTORS.

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CEO

General Manager

Assistant manager

Lead engineer

Site supervisor

Structural engineerOutside manager

Senior egg

Operation manager

Engineer

SOLAPUR UNIVERSITY, SOLAPUR

CHAVAN MOTORS DIV(1) PVT LTD.

ChavanmotorsD(I) pvt.Ltd. is the part of CM solapur owned by Mr.R.J.Chavan . This division

of CM in pandharpur was started in 2008..Which provides four maruticars,also provided services

center and original automobiles parts other than showrooms which is the single firmwhich

supplies to the consumer & original parts. In pandharpur branch 06 employees are working.

To implement new policy “for customer new satisfaction” these policy beneficial to any

organization some time slide mistake in decision making can be broken the relationship play an

important role in servicing industry.

To improving basic facility in firm water filter,toilet,good communicate with customers and try

to solve some basic problems of customers and try to understand its intention.and last but not the

to follow up the great policy of service sector.

Our objective is improving after sales service in Pandharpurtaluka. To achieve these levels of

sales we will concentration to sales of require spare parts and four wheeler in rural as well as

urban area .

The chavan motors sales corporation deals in following Maruti Suzuki products

Maruti car

Maruti 800

Alto

Swift

Omni

WagonR

Ertiga

Wstilo

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CHAVAN MOTORS DIV(1) PVT LTD. ORGANIZATION CHART

In this show room there are only 08 people are working .but they are very careful about their

work job and chavan motors also provided very good working conditions of their car showroom

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Branch manager

Finance

DepartmentMarketing

departmentSales

department

SOLAPUR UNIVERSITY, SOLAPUR

3.1 INTRODUCTION OF AFTER SALES SERVICE

MEANING OF AFTER SALES SERVICE

“Periodic or as-required maintenance or repair of equipment by its manufacturer or supplier,

during and after a warranty period.”

Providing outstanding customer service after the sale may not only win you a customer for life,

but you’ll be more likely to receive customer referrals that can lead to more business.

I’m always baffled at why so many sales people fail to realize this as it’s one of the easiest ways

to generate more sales.

If you fail to provide personal customer service to your client, the next time he needs a product

or service your company sells, he’ll be more inclined to look elsewhere.

It may be a cliché but it’s true: It’s easier to keep a client you have that to find a new one

Disappearing after the sale is a huge mistake. As someone who has worked on both sides of the

fence, I know how frustrating it is for the customer when the salesperson they’ve built up a trust

with no longer decides they’re important enough to spend time with once the sale is closed. Or at

least they make it seem that way.

1.CustomerSatisfaction

2.CustomerLoyalty

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Currently AKL Beijing’s after-sales cover the entire country. Each of these 30 centers is owned;

operated and trained under one complete operating system, lead by AKL’s teams at Beijing

Headquarters.

The importance of providing a window for direct face to face communications has proven vital

for the business development of AKL’s partners over the years. Superior customer service

including product troubleshooting and basic repairing services has ensured both high customer

satisfaction as well as controlled after-sales service costs, completing AKL’s company motto, To

Care To Understand for both companies and their customers.

What is After Sales Service ?

“After sales service refers to various processes which make sure customers are satisfied with the

products and services of the organization.”

The needs and demands of the customers must be fulfilled for them to spread a positive word of mouth. In

the current scenario, positive word of mouth plays an important role in promoting brands and products.

After sales service makes sure products and services meet or surpass the expectations of the customers.

After sales service includes various activities to find out whether the customer is happy with the products

or not? After sales service is a crucial aspect of sales management and must not be ignored.

Why After Sales Service ?

After sales service plays an important role in customer satisfaction and customer retention. It generates

loyal customers.

Customers start believing in the brand and get associated with the organization for a longer duration.

They speak good about the organization and its products.

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A satisfied and happy customer brings more individuals and eventually more revenues for the

organization.

After sales service plays a pivotal role in strengthening the bond between the organization and customers.

After Sales Service Techniques

Sales Professionals need to stay in touch with the customers even after the deal. Never ignore

their calls.

Call them once in a while to exchange pleasantries.

Give them the necessary support. Help them install, maintain or operate a particular product.

Sales professionals selling laptops must ensure windows are configured in the system and

customers are able to use net without any difficulty. Similarly organizations selling mobile sim

cards must ensure the number is activated immediately once the customer submits his necessary

documents.

Any product found broken or in a damaged condition must be exchanged immediately by the

sales professional. Don’t harass the customers. Listen to their grievances and make them feel

comfortable.

Create a section in your organization’s website where the customers can register their complaints .

Every organization should have a toll free number where the customers can call and discuss their

queries. The customer service officers should take a prompt action on the customer’s queries. The

problems must be resolved immediately.

Take feedback of the products and services from the customers. Feedback helps the organization

to know the customers better and incorporate the necessary changes for better customer

satisfaction.

Ask the customers to sign Annual Maintenance Contract (AMC) with your organization. AMC is

an agreement signed between the organization and the customer where the organization promises

to provide after sales services to the second party for a certain duration at nominal costs.

The exchange policies must be transparent and in favor of the customer. The customer who

comes for an exchange should be given the same treatment as was given to him when he came for

the first time. Speak to him properly and suggest him the best alternative.

Production

The industry produced a total 1,909,327 vehicles including passenger vehicles, commercial

vehicles, three wheelers and two wheelers in April 2015 as against 1,861,874 in April 2014,

registering a marginal growth of 2.55 percent over the same month last year.

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KEY INITIATIVES IN FOUR WHLLERSERVICES

Service At Your Door Step Through Mobile Support

Another unique initiative is the door step service facility through mobile support. Mobile support

is a first of its kind initiative and is expected not only to help the company reach out customers in

metro cities but also is a mean to reach semi unban rural areas where setting up of new worshop

may not be viable.

Safety Drive

The company used technology to meet customer needs and even delight them. Following

feedback that the company vehicle were more prone to theft owing to their resale value the

company worked on an anti theft immobilizer .

Complete Needs

The company effort of providing all vehicle related needs form learning to drive a four wheeler

at Maruti driving schools t four wheeler insurance extended warranty and eventually exchanging

the existing vehicle for new one under one roof at dealerships also enhances customer

satisfaction.

AFTER SALES SERVICE OFFERED BY MARUTI SUZUKI LTD.

Delivery Facility For Woman Car Owners

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Quote Unquote “the study find that vehicles pickup and delivery before and after service has a

strong impact on customer satisfactioninparticular ,customers who say that their vehicle was

picked up from their doorstep before service and delivered to the same point after service are

notably more delighted with their after-sales service experience,compared with customers who

do not receive this service..”

:

TimeDilivery

MDS offers courses ranging from 2hrs to 30 hrs .Based on traning requirements and availability

of time ,customers may choose any course.

Vehicle Choices

MDS has almost all the models in its stable to offers for practical training.

Service Centers

To reach our customers ,we have built a strong sales network of 933 outlets spread over 668

towns and cities. We provide maintenance support to customers through 2946 workshops spread

over 1200 towns and cities.

Servicing Customers 365 Days….

The company takes great pride in sharing that customers have related Maruti Suzuki first once

again in customer Satisfaction Survey conducted by independent body, J.D.Power Asia

Pacific .It is 8th time in a row.

Car Safety Device : Immobilizer

The company used technology to meet customer needs and even delight them.Following

feedback that the company’s cars were more prone to theft owing to their resale value,the

company worked on an anti-theft immobilizer or”I-cats” system to all the cars.

Complete Car Needs:

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The company’s effort of providing all car related needs from learning to drive a car at Maruti

Suzuki to car insurance , extended warranty and eventually exchanging the existing car for a new

one—under one roof at dealership also enhances customer satisfaction.

KEY SUCCESS FACTORS

The Quality Advantage

Maruti Suzuki owners experience fewer problems with their vehicles than any other car

manufacturer in India .The alto was chosen No.1 in the premium compact car segment and the

esteem in the entry level mid –size car segment across 9 parameters.

A Buying Experience Like No Other

Maruti Suzuki has a sales network of 307 state of the art showrooms across 189 cities, with a

workforce of over 6000 trained sales personal to guide MUL customers in findings the right car.

The Low Cost Maintenance Advantage

The acquisition cost of unfortunately not the only cost customer face when buying a car.

Although a car may be affordable to buy , it may not necessarily be affordable to maintain , as

some of its regularly used spare parts may be priced quite steeply. Not so in case of a maruti

Suzuki .

Lowest Cost Of Ownership

The highest satisfaction ratings with regard to cost of ownership among all models are all maruti

Suzuki vehicles :Zen, Wagon ,Esteem.

Technological Advantage

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It has introduced the superior 16x4 Hypertech engines across the entire Maruti Suzuki range.

This new technology harnesses the power of a brainy 16-bit computer to a fuel efficient 4 value

engine to create optimum engine delivery.

AFTER SALES SERVICE OF TATA MOTORS

Tata motors has now come up with Tata Motors service Edge a widespread & extensive

customer service enterprise .the company’s service network covers 800 service centers located in

500 cities and towns of the country .’Response in minutes , resolve in hours service with

unmatched reliability .

Response In Minutes , Resolves In Hours :

Tata motors Service edge will bring speedy assistance to customers when in need.

24X7 On-road assistance programmer

In association with My TVS ,TATA motors has launched a breakdown assistance and towing

assistance across the country accessed through a toll free helpline (1800 209 7979) and serviced

by a dedicated network of over 2,000 authorized service providers.

Rapid Repair :

Rapid repair is a cost effective , quick and specialized body repair programmer offered across the

Tata Motors dealership network .small dents ,scratches and such body jobs are attended with an

assurance of the car delivered on the same day.

E-Service Appointments :

Through an online service appointment facility ,customers can select a time slot, date and a

leader of their choice for servicing their vehicles . Customers can also list dawn on-line job

orders based on their repairs required. Post the on-line registration ,the respective dealership

customer officer responds instantly and confirms the appointments.

.

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Assured Value For Money

Assuring value for money has consistently been a core attribute of TATA Motors products and

services. Tata Motors service Edge further strengthens it. The company has standardized and

regulated service & repair charges which are responsible across the network.

Tata Motors Original Parts

Tata motors is the only manufacturer in the industry to provide 1 year warranty on its genuine

spare parts, which are trademarked as TOP. Available across all Tata Motors dealerships , the

spare parts are competitively priced and consumers can avail of the warranty if the parts are fixed

in a Tata Motors authorized service workshop.

Table No 1.1: Table showing the type of Maruti car owned by the respondent.

Maruti Car No of Customer Percentage

Maruti800 18 36%

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Alto 07 14%

Swift 10 20%

Omni 09 18%

WagonR 04 08%

Ertiga 01 4%

Total 50 100%

Maruti800 Alto Swift Omni WagonR Ertiga0%

5%

10%

15%

20%

25%

30%

35%

40%36%

14%

20%18%

8%

4%

Percentage

Percentage

Interpretation:

The above table&graph shows that 36% of respondent having Maruti 800 & remaining having

20% Swift , 18% Omni, alto 14%, Wagon R 8% and 4 % Ertiga.

Table No 1.2 :Table showing the type of TATA car owned by the respondent.

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Tata Car No Of Customer Percentage

Tata Ace 11 22%

Tata Ace Zip 07 14%

Tata Super Ace 10 20%

Tata Manza 18 38%

Other 02 04%

Total 50 100%

Tata Ace Tata Ace Zip

Tata Super Ace

Tata Manza Other0%

5%

10%

15%

20%

25%

30%

35%

40%

22%

14%

20%

38%

4%

Percentage

Percentage

INTERPRETATION

Above table and graphs shows that , TATA Manza car owner is 38% , Tata ace vehicle owner is

22%, Tata Super ace vehicle owner is 20%, Tata Ace Zip Vehicle owner is 14%, and other type

of Tata vehicle owner is only 04%.

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Table No 2.1 : Table Showing The Period Of Car Servicing For Maruti Suzuki

Period Of Servicing No Of Customer PercentageIn One Month 05 10%Once In 2 Month 20 40%Once In 3 Month 10 20%Once In 4 Month 15 30%Total 50 100%

In One Month Once In 2 Month

Once In 3 Month

Once In 4 Month

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

10%

40%

20%

30%

Percentage

Percentage

INTERPRETATION

Above table & graph ,it is observed that 40% people prefer to service their car in between2 months,30% in between 4 months,20% between 3 months,remaining 10% in one month.

,

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Table no 2.2: Table showing the period of car servicing for Tata motors.

Period Of Servicing No Of Customer PercentageIn One Month 00 00%Once In 2 Month 30 60%Once In 3 Month 18 36%Once In 4 Month 02 04%Total 50 100%

In One Month Once In 2 Month Once In 3 Month Once In 4 Month0%

10%

20%

30%

40%

50%

60%

70%

0%

60%

36%

4%

Percentage

INTERPRETATION

Above graph shows that , 60 % are take 2 month for servicing the period of car serving , 36% people take 3 months of serving , 04% people are take 4 months .

Table no 3.1 : Table showing the place of servicing Maruti Suzuki car.

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Place Of Servicing No Of Customer

Percentages

Company Car Showroom 32 64%Pvt. Garage 18 36%Total 50 100%

Company Car Showroom Pvt. Garage0%

10%

20%

30%

40%

50%

60%

70%64%

36%

Percentages

Percentages

INTERPRETATION

Above table &graph it clears that 64% of people using company car showroom for their car serving & 36 % are using place of private garage for serving their car.

Table No 3.2 : Table Showing the place of servicing Tata motors car.

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Place Of Servicing No Of Customer

Percentages

Company Car Showroom 19 38%Pvt. Garage 31 62%Total 50 100%

Company Car Showroom Pvt. Garage0%

10%

20%

30%

40%

50%

60%

70%

38%

62%

Percentages

Percentages

INTERPRETATION

Above table & graph it clears that 38% of people using company car showroom for their car serving & 62 % are using place of private garage for serving their car.

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Table No 4. 1 Table showing respondents contacting service department to make appointment of Maruti Suzuki

Response No of customers Percentage

Excellent 12 24%Good 20 40%Average 11 22%Poor 07 14%Total 50 100%

Excellent Good Average Poor0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

24%

40%

22%

14%

Percentage

INTERPRETATION

From the above table and graph observed that respondents contacting service department to make appointmentof Maruti Suzuki , 24% people have excellent experience, 40% have good , 22% have average and 14 % people were poor experience .

Table No 4.2 Table showing respondents contacting service department to make appointment of Tata Motors.

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Response No. of customers PercentageExcellent 13 26%Good 17 34%Average 07 14%Poor 03 06%Total 50 100%

Excellent Good Average Poor0%

5%

10%

15%

20%

25%

30%

35%

40%

26%

34%

14%

6%

Percentage

INTERPRETATION

From the above table and graph observed that respondents contacting service department to make appointment Tata Motors , 26% people have excellent experience , 34% have good , 14% have average and 06 % people were poor experience .

Table No. 5.1 Table shows respondents of availability of appointment to Suit Serving the carfor Maruti Suzuki.

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Response No. of customers PercentageExcellent 17 34%Good 19 38%Average 09 18%Poor 05 10%Total 50 100%

Excellent Good Average Poor0%

5%

10%

15%

20%

25%

30%

35%

40%

34%

38%

18%

10%

Percentage

Percentage

INTERPRETATION

Above graph & Table shows how the availability of appointment to Suit Serving the car For Maruti Suzuki, 34% have excellent experience , 38% have good experience , 18% have average and 10 % people have poor experience.

Table No. 5.2 Table shows the respondents of availability of appointment to Suit Serving the carfor Tata Motors.

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SOLAPUR UNIVERSITY, SOLAPUR

Response No. of customers PercentageExcellent 18 36%Good 20 40%Average 07 14%Poor 05 10%Total 50 100%

Excellent Good Average Poor0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

36%

40%

14%

10%

Percentage

Percentage

INTERPRETATION

Above graph & Table shows the availability of appointment to Suit Serving the car For Tata Motors , 36% have excellent experience , 40% have good experience , 14% have average and 10 % people have poor experience.

Table No. 6.1 : Table shows thatthe respondents of the Communication during Service/ Repair to you adapted on process for Maruti Suzuki .

Response No. of customers Percentage

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Excellent 19 38%Good 15 30%Average 11 22%Poor 05 10%Total 50 100%

Excellent Good Average Poor0%

5%

10%

15%

20%

25%

30%

35%

40% 38%

30%

22%

10%

Percentage

Percentage

INTERPRETATION

Above graph & table shows the respondentsof communication during Service/ Repair to you adapted on process .It observe that 38% people have excellent experience , 30% have good , 22% have average and 05% have poor experience

Table No. 6.2 : Table shows thatrespondents of the Communication during Service/ Repair to you adapted on process for Tata Motors.

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SOLAPUR UNIVERSITY, SOLAPUR

Response No. of customers PercentageExcellent 17 34%Good 17 34%Average 09 18%Poor 07 14%Total 50 100%

Excellent Good Average Poor0%

5%

10%

15%

20%

25%

30%

35%

40%

34% 34%

18%

14%

Percentage

Percentage

INTERPRETATION

Above graph & table showsrespondents of communication during Service/ Repair to you adapted on process .It observe that 34% people have excellent experience , 34% have good , 18% have average and 14% have poor experience

Table No.7.1 : Table shows respondents of the availability of spare partsfor Maruti Suzuki.

No. of customers PercentageExcellent 20 40%

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SOLAPUR UNIVERSITY, SOLAPUR

Good 17 34%Average 10 20%Poor 03 06%Total 50 100%

Excellent Good Average Poor0%

5%

10%

15%

20%

25%

30%

35%

40%

45%40%

34%

20%

6%

Percentage

Percentage

INTERPRETATION

Above graph & table shows respondents of the time Availability of spare parts for Maruti Suzuki. It observe that 40% people have excellent experience , 34% have good, 20% have average and 06% have poor experience.

Table No.7.2 : Table shows respondents of the availability of spare partsfor Tata Motors .

Response No. of customers PercentageExcellent 16 32%Good 21 42%Average 07 14%Poor 06 12%Total 50 100%

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Excellent Good Average Poor0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

32%

42%

14%12%

Percentage

Percentage

INTERPRETATION

Above graph & table shows thatrespondents ofthe time availability of spare parts For Tata Motors . It observed that 32% people have excellent experience , 42% have good, 14% have average and 12% have poor experience.

Table No. 8.1 Table shows respondents of the vehicle reach at agreed time of Maruti Suzuki .

Response No of Customers PercentageYes 38 76%No 12 24%Total 50 100%

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Yes No0%

10%

20%

30%

40%

50%

60%

70%

80% 76%

24%

Percentage

INTERPRETATION

Above graph & table shows thatrespondents of the your vehicle reach at agreed time, it observed that 76% people agreed and 24% people are not agreed.

Table No. 8.2 Table shows respondents of the vehicle reach at agreed time of Tata Motors

Response No of Customers PercentageYes 37 74%No 13 26%Total 50 100%

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Yes No0%

10%

20%

30%

40%

50%

60%

70%

80% 74%

26%

Percentage

Percentage

INTERPRETATION

Above graph & Table shows that respondents ofthe your vehicle reach at agreed time, it observed that 7% people agreed and 26% people are not agreed.

Table No. 9.1 Table Shows respondents of the customer service Centre Executive try to cross sale other car accessories for Maruti Suzuki.

Response No of Customers PercentageYes 10 20%No 40 80%Total 50 100%

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Yes No0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

20%

80%

Percentage

Percentage

INTERPRETATION

Above graph & Table Shows that do the customer service Centre Executive try to cross sale other car accessories .It observe that 20% people are said yes and 80% are not .

Table No. 9.2 Table shows respondents of the customer service Centre Executive try to cross sale other car accessories for Tata Motors.

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Yes No0%

10%

20%

30%

40%

50%

60%

70%

80%

24%

76%

Percentage

Percentage

INTERPRETATION

Above graph & Table Showsrespondents of the customer service Centre Executive try to cross sale other car accessories .It observe that 24% people are said yes and 76% are not .

Table No 10.1 : Table shows that respondents of the pleasant / unpleasant experience at service center For Maruti Suzuki.

INTERPRETATION

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Response No of Customers PercentageYes 12 24%No 38 76%Total 50 100%

Response No of Customers Percentage

Pleasant 38 76%Unpleasant 12 24%Total 50 100%

SOLAPUR UNIVERSITY, SOLAPUR

Above graph & table shows respondents ofthat the pleasant / unpleasant experience at service center. It observed 76% people have pleasant experience and 24% people have unpleasant experience at service Centre of Maruti Suzuki.

Table No 10.2 : Table shows that respondents ofthe pleasant / unpleasant experience at service Centre for Tata Motors.

Pleasant Unpleasant0%

10%

20%

30%

40%

50%

60%

70%

80%

68%

32%

Percentage

INTERPRETATION

Above graph & table shows respondents ofthe pleasant / unpleasant experience at service Centre 68% people have pleasant experience and 32% people have unpleasant experience at service Centre of Maruti Suzuki.

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Response No of Customers PercentagePleasant 34 68%Unpleasant 16 32%Total 50 100%

SOLAPUR UNIVERSITY, SOLAPUR

Table No 11.1 :Table shows respondents of that believe that better service provided by your car manufacturer for expensive variants for MarutiSuzuki.

Response No of Customers Percentage

Yes 14 28%No 36 72%Total 50 100%

Yes No0%

10%

20%

30%

40%

50%

60%

70%

80%

28%

72%

Percentage

INTERPRETATION

The above graph & table shows that , respondents ofthe28 % people are believe that better service provided by your car manufacturer for expensive variants and 72% of people are not believe for Tata motors.

Table No 11.2: Table shows that respondents of the believe that better service provided by your car manufacturer for expensive variants for Tata Motors.

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Yes No0%

10%

20%

30%

40%

50%

60%

70%

80%

32%

68%

Percentage

INTERPRETATION

The above graph & table shows that ,respondents ofthe 32% people are believe that better service provided by your car manufacturer for expensive variants and 68% of people are not believe for Tata Motors.

Table 12.1 : Table showing overall satisfaction with performance of Maruti Suzuki

Satisfaction of performance

No of customer Percentage

Fully satisfied 18 36%Partially satisfied 26 52%unsatisfied 06 12%total 50 100%

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Response No of Customers Percentage

Yes 16 32%No 34 68%Total 50 100%

SOLAPUR UNIVERSITY, SOLAPUR

Fully satisfied Partially satisfied unsatisfied0%

10%

20%

30%

40%

50%

60%

36%

52%

12%

Percentage

Percentage

INTERPRETATIONAbove graph and table shows us that ,overall performance of its car .in that 52% of people are partially satisfied , 36 % people are fully satisfied & 12% of unsatisfied of its overall performance of their car.

Table 12.2 : Table showing overall satisfaction with performance of Tata Motors

Satisfaction Of Performance No Of Customer PercentageFully satisfied 12 24%Partially satisfied 20 40%unsatisfied 18 36%total 50 100%

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Fully satisfied Partially satisfied unsatisfied0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

24%

40%

36%

Percentage

INTERPRETATION

Above graph shows us that , overall performance of its car in that it observed that 40% of people are partially satisfied , 36% of unsatisfied, 24 % people are fully satisfied of its overall performance of their car.

FINDINGS

It Observe that 36% of respondent having Maruti 800 & remaining having 20% Swift ,

18% Omni, alto 14%, Wagon R 8% and 4 % Ertiga..

It Observe that Tata Manza car owner is 38% , Tata ace vehicle owner is 22%, Tata

Super ace vehicle owner is 20%, Tata Ace Zip Vehicle owner is 14%, and other type of

Tata vehicle owner is only 04%.

It is observed that 40% people prefer to service their car in between2 months,30% in

between 4 months,20% between 3 months, remaining 10% in one month for Maruti

Suzuki.

It is observed that 60 % are take 2 month for servicing the period of car serving , 36%

people take 3 months of serving , 04% people are take 4 months for Tata Motors

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It is observed that 64% of people using company car showroom for their car serving &

36 % are using place of private garage for serving their car of maruti Suzuki.

38% of people using company car showroom for their car serving & 62 % are using

place of private garage for serving their car for Tata Motors.

It observed thatcontacting service department to make appointment Maruti Suzuki is

24% people have excellent experience, 40% have good , 22% have average and 14 %

people were poor experience .

It observed thatcontacting service department to make appointment Tata Motors is 26%

people have excellent experience , 34% have good , 14% have average and 06 % people

were poor experience

It observed that the availability of appointment to Suit Serving the car for Maruti Suzuki,

34% have excellent experience , 38% have good experience , 18% have average and 10

% people have poor experience.

It observed that the availability of appointment to Suit Serving the car For Tata Motors ,

36% have excellent experience , 40% have good experience , 14% have average and 10

% people have poor experience.

The communication during Service/ Repair to you adapted on process .It observe that

38% people have excellent experience , 30% have good , 22% have average and 05%

have poor experience in Maruti Suzuki.

The Communication during Service/ Repair to you adapted on process .It observe that

34% people have excellent experience , 34% have good , 18% have average and 14%

have poor experience in Tata Motors.

The time Availability of spare parts For Maruti Suzuki. It observe that 40% people have

excellent experience , 34% have good, 20% have average and 06% have poor

experience.

The time Availability of spare parts For Tata Motors . It observe that 32% people have

excellent experience , 42% have good, 14% have average and 12% have poor

experience.

It observe that the vehicle reach at agreed time, which shows that 76% people agreed

and 24% people are not agreed about Maruti Suzuki.

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It observe that the your vehicle reach at agreed time, which shows that 7% people agreed

and 26% people are not agreed about Tata Motors.

The customer service Centre Executive try to cross sale other car accessories .It observe

that 20% people are said yes and 80% are not for maruti Suzuki .

The customer service Centre Executive try to cross sale other car accessories .It observe

that 24% people are said yes and 76% are not for Tata Motors .

It observe that76% people have pleasant experience and 24% people have unpleasant

experience at service Centre of maruti Suzuki.

It observe that 68% people have pleasant experience and 36% people have unpleasant

experience at service Centre of Tata Motors.

It observe that , 28 % people are Believe that better service provided by your car

manufacturer for expensive variants and 72% of people are not believe for Maruti Suzuki.

It observe that the overall performance of Maruti Suzuki car 52% of people are partially

satisfied 36 % people are fully satisfied & 12% of unsatisfied of its overall performance

of their car.

It observe that the overall performance of Tata Motors 40% of people are partially

satisfied , 36% of unsatisfied, 24 % people are fully satisfied of its overall performance

of their car.

CONCLUSION

It is founded that Marui 800 is popular model in Pandharpur city and nearby villages and

It is founded that TATA Manza is very popular in Pandharpur area.

It is been founded that the Maruti car owner are take 2 month for their car servicing and

Tata motors take 2 or 3 month for their cars servicing.

Mostly people are interested to take servicing in company showroom and Tata Motors car

owner are not interested in company care showroom instead of they prefer pvt.garage..

Contacting service department to make appointment of Maruti Suzuki is good compare

to Tata Motors.

The availability of appointment to Suit Serving the car is good of Tata compare to

Maruti Suzuki.

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SOLAPUR UNIVERSITY, SOLAPUR

The Communication during Service/ Repair to you adapted on process for Maruti Suzuki

is excellent compare to Tata Motors.

The availability of spare parts of Maruti Suzuki is excellent compare to Tata Motors.

The vehicle reach at agreed time of MarutiSuzuki , more people are satisfied compare to

Tata Motors.

The customer service Centre Executive try to cross sale other car accessories for Maruti

Suzuki is low compare to Tata Motors.

The pleasant / unpleasant experience at service center for Maruti Suzuki more pleasant

compare to Tata Motors.

Believe of better service provided by your car manufacturer for expensive variants for

Maruti Suzuki low than Tata Motors.

Marutisuzuki customers are mostly satisfied but Tata motors not satisfied with overall

performance of their car.

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SOLAPUR UNIVERSITY, SOLAPUR

SUGGESTIONS

Customer are take only need constantly after sales service so company should

focus on servicing instead of selling.

Company should create new ideas to attract customer towards their servicing.

Company should provide the facility to customer like tea, mineral water during

servicing time.

Customer likes best quality cars on any price so company should add latest

technology in their product.

SVERI’s COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016) Page 59