Customer Satisfaction Towards Automobile Industry in Dehradun

PRESENTATION ON

PRESENTED BY:

Name :Shahzad Aalam

Roll No. (13MBA287)

Introduction Customer satisfaction towards automobile industry in

Dehradun” is defined as an "evaluation of the perceived discrepancy between prior expectations and the actual performance of the product”.

Satisfaction of customers with products and services of a company is considered as most important factor leading toward competitiveness and success.

Customer satisfaction makes the customers loyal to one automobile industry. Previous researchers have found that satisfaction of the customers can help the brands to build long and profitable relationships with their customers.

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Introduction to the Industry • The automobile industry in India—the tenth largest in

the world with an annual production of approximately 2 million units—is expected to become one of the major global automotive industries in the coming years.

• A number of domestic companies produce automobiles in India and the growing presence of multinational investment, too, has led to an increase in overall growth. Following the economic reforms of 1991 the Indian automotive industry has demonstrated sustained growth as a result of increased competitiveness and relaxed restrictions. The monthly sales of passenger cars in India exceed 100,000 units.

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Automotive Companies in IndiaMajor Multi-national companiesMajor Indian Companies

Research Objective  To study customer satisfaction towards Automobile Industry in DehradunTo analyze customer satisfaction towards after sales service of automobiles in

Dehradun To analyze customer preference towards Automobiles in Dehradun

 Hypothesis 1:• H0: Customers are not satisfied towards Automobiles in Dehradun

• H1: Customers are satisfied towards Automobiles in Dehradun•   Hypothesis 2:• H0: Customers are not satisfied towards after sales service of automobiles in

Dehradun • H1: Customers are satisfied towards after sales service of automobiles in Dehradun   Hypothesis 3:• H0: Customers have no brand preference towards automobile

• H1: Customers have no brand preference towards automobile

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Review of Literature

• Mahapatra, kumar and Chauhan (2010) mentioned a study on “customer satisfaction, dissatisfaction and post purchase evaluation: an empirical study on small size passenger cars in India” with the main objectives to examine the satisfaction and impact on future purchase decision and explore the performance of different attributes in automobile in giving satisfaction to customer with the sample size of 150 customers and they revealed from this study that customers are highly satisfied with the performance of attributes like pickup, wipers, etc. and other attributes like pollution, engine, battery performance, and pick up influence the consumer future purchase decisions and consumer give the more importance to these factors.

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• Abhijeet Singh (2011) Tata Motors uses a customer relationship management and dealer management system (CRM-DMS) which integrates one of the largest applications in the automobile industry, linking more than 1200 dealers across India.CRM DOS has helped Tata Motors to improve its inventory management, tax calculation and pricing. This system has also proved to be beneficial to dealers because it has reduced their working capital cost

• Parasuraman et.al: Work done by Parasuraman et.al. Between 1985 and 1988 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 measurer with a satisfaction "gap" which is objective and quantitative in nature.

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Research Methodology  • Research methodology is a process to systematically solve

the research problem. It may be understood as a science of studying how research is done scientifically. Why a research study has been undertaken, how the research problem has been defined. In what way and why the hypothesis has been formulated, what data have been collected and particular method has been adopted. Why particular technique of analyzing data has been used and a host of similar other questions are usually answered when we talk of research methodology concerning a research problem or study.

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• Research design   Study design : The study conducted would be mainly

Descriptive and analytical. It is mainly to comparative analyzing the effect of sales services on customer satisfaction.

• Data sources • Primary data source : 1-5 likert scale questionnaires Secondary data source : books, internet  

• Sample design • Universe size : finite (employees working in banks under study) Sample size : 60 • Sample unit : 1 • Statistical Tools Used : Through bar diagrams, pie charts

and T test•  •  

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Data Analysis

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•YOU ARE SATISFIED WITH THE MILAGE OF THE CAR

YOU ARE SATISFIED WITH THE ECONOMY OF THE CAR

Frequency

Percent Valid Percent

Cumulative Percent

Valid

Strongly Disagree

8 13.3 13.3 13.3

Disagree 7 11.7 11.7 25.0

Agree 10 16.7 16.7 41.7

Strongly Agree

35 58.3 58.3 100.0

Total 60 100.0 100.0

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2. YOU ARE SATISFIED WITH THE COMFORT OF THE CAR

YOU ARE SATISFIED WITH THE COMFORT OF THE CARFrequency Percent Valid Percent Cumulative

Percent

Valid

Strongly Disagree

8 13.3 13.3 13.3

Disagree 7 11.7 11.7 25.0Agree 16 26.7 26.7 51.7Strongly Agree 29 48.3 48.3 100.0Total 60 100.0 100.0

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YOU ARE SATISFIED WITH THE SPARE PARTS OF THE CARFrequenc

yPercent Valid

PercentCumulative

Percent

Valid

Strongly Disagree 15 25.0 25.0 25.0Disagree 6 10.0 10.0 35.0Neither agree nor disagree

2 3.3 3.3 38.3

Agree 20 33.3 33.3 71.7Strongly Agree 17 28.3 28.3 100.0Total 60 100.0 100.0

3. YOU ARE SATISFIED WITH THE SPARE PARTS OF THE CAR

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YOU ARE SATISFIED WITH THE INTERIORS OF THE CARFrequency Percent Valid Percent Cumulative

Percent

Valid

Disagree 8 13.3 13.3 13.3

Agree 13 21.7 21.7 35.0

Strongly Agree

39 65.0 65.0 100.0

Total 60 100.0 100.0

4. YOU ARE SATISFIED WITH THE INTERIORS OF THE CAR

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YOU ARE SATISFIED WITH THE ECONOMY OF THE CAR

Frequency

Percent Valid Percent

Cumulative Percent

Valid

Disagree 8 13.3 13.3 13.3

Neither agree nor disagree

4 6.7 6.7 20.0

Agree 9 15.0 15.0 35.0

Strongly Agree 39 65.0 65.0 100.0

Total 60 100.0 100.0

5. YOU ARE SATISFIED WITH THE ECONOMY OF THE CAR

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Improvement

Changes

Taken

Highly

effectiveEffective Moderate In Effective Highly ineffective Total

Reduction in price

4 6 4 4 0 18Better Comfort in cars

6 0 6 4 0 16

Better after sales

services 2 6 0 0 8 16

Better Interiors

2 0 2 0 6 10

Total14 12 12 8 14 60

CHI SQUARE TESTSTATISTICAL ANALYSIS

CHI-SQUARE TESTCross tabulation between the changes taken for customer satisfaction towards automobile industry and improvement of customer satisfaction towards automobile industry.

Conclusion • It has been observed that most customers are satisfied with

pre sales services similarly most of these customers are dissatisfied with the post sales service which is the matter of concern for the company. Maruti Suzuki needs to improve some parts of products specifically the interiors. High customer satisfaction level helps the company to retain its existing customer as well as generate new customer through word to mouth publicity.

• Customer satisfaction index is a good tool to make improvements in the products and services of the company. And therefore should utilize carefully & kept as confidential as possible.

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Bibliography and Reference • BIBLIOGRAPHY  Marketing Management by Philip Kotler, the millennium edition • Research Methodology-C.R. Kothari.2ndedition  • Website visited – www.marutisuzuki.com www.automotive.co www.marutiudyog.com • Newspaper-business standards, Dainak Gajran, Times of India, etc .   

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• REFERENCE 

• Kotler, Philip, Marketing Management, 9th ed., Prentice Hall, Upper Saddle River, NJ., 2004 |

• Vijay Upagade and Arvind Shende, Research Methodology, Sultan sons, New Delhi,2012,2nd Edition |

• Ashok J., A Study on Developing Strategies to improve the sales of Maruti Zen Passenger cars‟, International Journal of Management Science, Vol.1, No.1, July 2005,pp.24. |

• Dr.V.K.Kaushik and Neeraj Kaushik., “Buying behavior for passenger cars: A study in Southwest Haryana”, Indian Journal of Marketing, Vol.38, No.5, June 2008, pp.17 |

• Baumgartner, G and Jolibert, A (2008), “Consumer Attitudes Towards Foreign Cars”, International Business Studies II (Spring), pp.71 - 80. |

• Clement Sudhakar J., and Venkatapathy R., „A Study on Automobile Purchase – Peer Influence in Decision Making‟, Indian Journal of Marketing, Vol.35, No.6, June 2009, p.16 |

• Rao, V. R., & Kumar, R. V. (2012).” Customer Satisfaction towards Tata Motors”. South Asian Journal of Marketing and Management Research, Vol.2(4), pp. 127-150. | http://www.autoindia.com | http:// www.autofourm.

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Questionnaire

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Please Stock Market (/) mark to give your responses for the following questions1=strongly disagree, 2= disagree, 3= neutral, 4= agree, 5= strongly agree

S. No. 1 2 3 4 5

YOU ARE SATISFIED WITH THE ECONOMY OF THE CAR

YOU ARE SATISFIED WITH THE COMFORT OF THE CAR

YOU ARE SATISFIED WITH THE SPARE PARTS OF THE CAR

YOU ARE SATISFIED WITH THE INTERIORS OF THE CAR

YOU ARE SATISFIED WITH THE ECONOMY OF THE CAR

YOU ARE SATISFIED WITH THE MAINTENANCE CHARGES OF THE CAR

YOU ARE SATISFIED WITH THE Price OF THE CAR

YOU ARE SATISFIED WITH THE Comfort OF THE CAR

YOU ARE SATISFIED WITH THE Company's past financial record OF THE CAR

YOU ARE SATISFIED WITH THE Brand name OF THE CAR

YOU ARE SATISFIED WITH THE Shape and size OF THE CAR

YOU ARE SATISFIED WITH THE Technical aspect OF THE CAR

Improvement

Changes

Taken Highly

effectiveEffective Moderate In Effective

Highly

ineffective Total

Reduction in price

Better Comfort in cars

Better after sales

services

Better Interiors

Total

Please tick one