A PROJECT REPORT ON CUSTOMER SATISFACTION ON POSTSALE SERVICES

48
WELCOME

Transcript of A PROJECT REPORT ON CUSTOMER SATISFACTION ON POSTSALE SERVICES

Page 1: A PROJECT REPORT ON CUSTOMER SATISFACTION ON POSTSALE SERVICES

WELCOME

Page 2: A PROJECT REPORT ON CUSTOMER SATISFACTION ON POSTSALE SERVICES

BYMr. B. SUBHAN

Reg. No. 07701E0095

Under the Guidance of

Dr. N.R.V. RAMANA REDDY M.A., M.B.A, PhD,

HEAD OF THE DEPARTMENT

Department Of Business Administration

ANNAMACHARYA INSTITUTE OF TECHNOLOGY AND SCIENCES NEW BOYANPALLI, RAJAMPET.

A STUDY ON

CUSTOMER SATISFACTION ON POST-SALE SERVICES WITH REFERENCE TO

MARUTI SUZUKI INDIA LTD

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INDUSTRY PROFILE

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HISTORY First motor car in India was imported by Bombay Cycle &

Motor Agency at Mumbai in 1898.

More domestic demand in 1930’s – set up assembly plants in Mumbai, Kolkata & Chennai.

First car manufacturer in India Premier Automobile Ltd (PAL) – 1946, Hindustan Motors (HM) -1949.

Before 1980s Dark ages for Indian consumers available only – Ambassador and Padmini.

In 1983 Maruti Udyog Ltd introduced Maruti-800 as “people car”, then MUL became No.1 position in Indian Car Market with Japanese motor company Suzuki.

Later Tata, Hyundai, GM, Ford, Honda, Fiat, Mercedes Benz, BMW, Volkswagen & Nissan taken first step in India.

Today, India’s car market is the 12th largest in the world.

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CATEGORY MODELS

Economic segment

(up to RS 2.5 lakhs)

Maruti 800, Maruti Omni, Maruti Alto &

Tata Nano

Mid-size segment

(Rs 2.5-5 lakhs)

Premier 118, Ambassador, Nova, Fiat

Uno, Maruti Zen, Maruti Swift, Hyundai

Santro, Daewoo Matiz, Tata Indica,

Maruti Esteem, Contessa.

Luxury segment

(Rs 5-10 lakhs)

Maruti Swift, Maruti Esteem, Maruti

Bolero, Tata Estate, Tata Sierra, Tata

Safari, Honda City, Mitsubishi Lancer,

Ford Ikon, Ford Fiesta, Ford Fusion, Fiat

Siena, Opel Corsa, Hyundai Getz,

Hyundai Accent, Mahindra Scorpio

Toyota Innova.

Super luxury segment

(above Rs 10 lakhs)

Skoda, Octivia, Toyota Corolla, Ford

Endeavor, Mercedes Benz, etc.,

The Indian car industry can be classified, based on the price levels as follows

INDUSTRY STRUCTURE

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CASCADING EFFECT Crisis in global economy

Job cuts

Meltdown became talk of the town

CONSUMER SENTIMENTS

Depressed market sentiment

“not the best time to buy”

“lets wait & watch”

26th November Mumbai Terror attack

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COMPANY PROFILE

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MARUTI SUZUKI INDIA LIMITED

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COMPANY AT A GLANCE

Managing director: R.C. Bhargava

Equity Structure: 54.21% Suzuki, 18.28% GOI & remaining equity FIs & Public

Turnover: Rs. 188.2 bn

Sales: 764,842 cars

Market Share: 54% (Passenger Cars including Van type vehicles)

Models: 12 brands with over 100 variants

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ABOUT MARUTI SUZUKI Maruti Suzuki India Ltd (formerly MUL) is India’s leading

maker of automobiles.

Maruti Udyog Limited (MUL) established – Feb’1981 actual production started – 1983.

MUL became Maruti Suzuki (joint venture) – 1987.

Partnership with Suzuki –exports- Alto models – Europe.

Maruti’s “Maruti800” – India’s largest selling compact car – the term “Maruti” – commonly used for compact cars.

Average Sales: domestic ---- 500000 cars/annum exports --------30000 cars/annum.

Maruti Suzuki produced over 5.2 million cars.

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FULL RANGE OF CARS

Maruti offers 12 brands ranging from people’s car Maruti 800 to

stylist hatchback A-star, Swift, Dzire, SX4 sedan and luxury Grand Vitara.

Maruti has always spelt trust with products and service standards. Build trust by satisfying customer needs over 25 years.

25 YEARS OF TRUST

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SERVICING CUSTOMERS 24X7, 365 DAYS

The company takes great pride in sharing that customers have rated Maruti Suzuki first once again in Customer Satisfaction Survey conducted by independent body, J.D.Power Asia Pacific. It is 9th time in a row.

The award mirrors the company's commitment towards "Customer Obsession".

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PRODUCT PORTFOLIO

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EIGHT NEW MODELS IN 40 MONTHS

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MARUTI SUZUKI R&D EVOLUTION

Phase 1 –Localization

Phase 2 –Facelift capability

Phase 3 –Collaborative design

Phase 4 –Full Body Design

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MAJOR COMPETITORS Tata Motors

Honda

Toyota

Hyundai

Ford

General Motors

Fiat

BMW

Volkswagen

Mercedes Benz and

Nissan

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RESEARCH METHODOLOGY

Marketing research is one of the developing branches of business management

and it is necessary at all levels of growth firms.

Tools used for analysis:

Simple percentage method Weighted average method Hypothesis test (chi-square test)

Research procedure:Survey method.

Research instrument:A well designed and structured questionnaire which includes close-ended and open ended & multiple choice questions.

Sampling size: 120

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OBJECTIVES OF THE STUDY

To know the level of consumers’ satisfaction

To know the customers’ perception on post-sale services of the company.

To find out the behavior customers and their preference to various attributes of choice criteria such as style, price, brand image and after sale services etc.,

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ANALYSIS & INTERPRETATION

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Which of the “Maruti Suzuki car” you own?

Factor No. of Respondents Per cent age (%)Maruti 800 18 15Wagon-R 24 20

Zen 12 10Swift 46 38

Esteem 12 10Others 08 07

Total 120 100

Maruti 800

Wagon-R Zen Swift Esteem Others0

10

20

30

40

1520

10

38

10 7

Type of Maruti Suzuki car used by the Respondents

Inference:•38% of the respondents are using Swift cars.•20% of the respondents are using Wagon-R.•15% of the respondents are using Maruti 800.•20% of the respondents are using Zen and Esteem.•The remaining 6.67% of the respondents are using other Maruti cars.

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Customer’s Previous Car:

Factor No. of Respondents Per cent age (%)Maruti Suzuki 28 23

Ford 07 06Tata 24 20

Honda 22 19Hyundai 04 03Toyota 06 05

Nil 29 24Total 120 100

Maruti Suzuki

Ford Tata Honda Hyundai Toyota Nil0

5

10

15

20

2523

6

20 19

35

24Customer Previous car

Inference:•24% of the respondents did not have a car before buying of Maruti car.•23% of the respondents are using Maruti Suzuki cars before buying of Maruti car.•20% of the respondents are using Tata cars before buying of Maruti car.•19% of the respondents are using Honda cars before buying of Maruti car.•6% of the respondents are using Ford cars before buying of Maruti car.•5% of the respondents are using Hyundai cars before buying of Maruti car.Remaining 3% of the respondents are using Toyota cars before buying of Maruti car

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Customer Association with Maruti Suzuki Cars:

Factor No. of Respondents Per cent age (%)0-2 Years 16 132-4 Years 44 374-6 Years 33 276-8 Years 18 15

Above 8 Years 09 08

Total 120 100

0-2 Years 2-4 Years 4-6 Years 6-8 Years Above 8 Years

0

10

20

30

40

13

37

27

158

Customer Association with Maruti Suzuki Cars

Inference:•37 % of the respondents are using Maruti Suzuki cars since 2-4 years.•27 % of the respondents are using Maruti Suzuki cars since 4-6 years.•15 % of the respondents are using Maruti Suzuki cars since 6-8 years.•13% of the respondents are using Maruti Suzuki cars since 0-2 years.The remaining 8% of the respondents are using Maruti Suzuki cars since above 8 years.

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Purpose of using Maruti Suzuki Car:Factor No. of Respondents Per cent age (%)

Govt. work 04 03Business work 69 57Personal work 27 23

Vacation 01 01Status symbol 19 16

Total 120 100

Govt. work Business work

Personal work

Vacation Status symbol

0102030405060

3

57

23

1

16

Purpose of using Maruti Suzuki Car

Inference:•57 % of the respondents are using Maruti cars for the purpose of business work.•23 % of the respondents are using Maruti cars for the purpose of personal work.•16 % of the respondents are using Maruti cars for the purpose of their status.•3% of the respondents are using Maruti cars for the purpose of govt., work.•The remaining 1% of the respondents are using Maruti cars at the time of vacation.

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Fuel type of car:

Factor No. of Respondents Per cent age (%)

Diesel 41 34

Petrol 58 48

LPG 21 18

Total 120 100

Diesel Petrol LPG 0

10

20

30

40

5034

48

18

Fuel type of Car

Inference:•48 % the respondents are using petrol cars,•64 % of the respondents are using diesel cars, and•Remaining 18 % of the respondents are using LPG.

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Mode of Media helps to create customer awareness:

Factor No. of Respondents Per cent age (%)

Through News papers 14 12

Through Television 11 09

Through Dealers 27 23

Through Visual ads 05 04

Through Family & friends 63 52

Total 120 100

0204060

12 923

4

52Mode of Media helps to create Customer awareness

Inference:•52 % of the respondents get awareness through family and friends. •23 % of the respondents get awareness through dealers. •12 % of the respondents get awareness through news papers. •9 % of the respondents get awareness through Television. •The remaining 4 % of the respondents get awareness through visual ads.

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Attracting colours of Maruti Suzuki cars:

Factor No. of Respondents Per cent age (%)White 06 05Red 24 20

Silver 83 69Purple 04 03Blue 03 03

Total 120 100

White Red Silver Purple Blue0

10203040506070

5

20

69

3 3

Attracting Colours of Maruti Suzuki cars

Inference:•69 % of the respondents are attracted by silver coloured Maruti Suzuki cars.•20 % of the respondents are attracted by red coloured Maruti Suzuki cars.•5 % of the respondents are attracted by white coloured Maruti Suzuki cars.•3 % of the respondents are attracted by purple coloured Maruti Suzuki cars.•Remaining 3 % of the respondents are attracted by blue coloured Maruti Suzuki cars.

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Do you satisfied with choice of colours available with Maruti Suzuki?

Factor No. of Respondents Per cent age (%)

Yes 106 88

No 14 12

Total 120 100

88 %

12 %

Yes

No

Choice of Colours available with Maruti Suzuki

Inference:•88 % of the respondents are satisfied with availability of colours with Maruti Suzuki cars.•Remaining 12 % of the respondents are not satisfied with availability of colours with Maruti Suzuki cars.

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Customers’ Expectations from Dealers:

Factor No. of Respondents Per cent age (%)

Information about new cars 09 07

Information about mileage 20 17Information about loans &

insurance21 18

Information about services 12 10All the above Information 58 48

Total 120 100

0

10

20

30

40

50

717 18

10

48Customer Expectations from Dealers

Inference:•18 % of the respondents are expecting from their dealers regarding the information about loans and insurance.•17 % of the respondents are expecting from their dealers regarding the information about mileage.•10 % of the respondents are expecting from their dealers regarding the information about the services.•7 % of the respondents are expecting from their dealers regarding the information about new cars.•Most of respondents nearly 48 % are expecting from their dealers regarding all the information.

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Customer planning for next New Car:

Factor No. of Respondents Per cent age (%)Within 1 Year 06 05

2 Years 07 063 Years 30 254 Years 45 37

More than 4 Years 32 27

Total 120 100

Within 1 Year

2 Years 3 Years 4 Years More than 4 Years

0

10

20

30

40

5 6

25

37

27Customer planning for next New car

Inference:•37 % of the respondents planed to purchase a next new car in within 4 years.•27 % of the respondents planed to purchase a next new car in more than 4 years.•25 % of the respondents planed to purchase a next new car in within 3 years.•6 % of the respondents planed to purchase a next new car in within 2 years.•Remaining 5 % of the respondents planed to purchase a next new car in within 1 year.

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Customers’ Preference for the next New Car:

Factor No. of Respondents Per cent age (%)Maruti 800 06 05Wagon-R 28 23

Zen 19 16Swift 27 23

Esteem 12 10Others 28 23Total 120 100

Maruti 800 Wagon-R Zen Swift Esteem Others0

5

10

15

20

25

5

23

16

23

10

23Customers' preference for the next New car

•Inference:•23 % of the respondents preferred Wagon-R and /or other cars as their next new car.•23 % of the respondents preferred Swift as their next new car.•19 % of the respondents preferred Zen as their next new car.•10 % of the respondents preferred Esteem as their next new car.•Remaining 5 % of the respondents preferred Maruti-800 as their next new car.

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Decision considers when buying a car:

Factor No. of Respondents Per cent age (%)Media 17 14Family 48 40Friends 30 25

Consultancy 24 20Others 01 01

Total 120 100

Media Family Friends Consultancy Others0

10

20

30

40

14

40

2520

1

Decision consider when buying a Car

Inference:•40 % of the respondents considered family at the time of decision taken to buy a new car.•25 % of the respondents considered friends at the time of decision taken to buy a new car.•20 % of the respondents considered consultancy at the time of decision taken to buy a new car.•14 % of the respondents considered media at the time of decision taken to buy a new car.•Remaining 1 % of the respondents considered family at the time of decision taken to buy a new

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Awareness about all Maruti Suzuki Models:

Factor No. of Respondents Per cent age (%)

Yes 84 70

No 36 30

Total 120 100

70%

30 % Yes

No

Awareness about all Maruti Suzuki models

Inference:70 % of the respondents have awareness about all Maruti models.Remaining 30 % of the respondents not have the awareness about all Maruti models

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Response for the various Additional Services offered by Maruti Suzuki:

FactorHighly

SatisfiedSatisfied

Neither satisfied

nor dissatisfied

DissatisfiedHighly

dissatisfiedTotal

RespondentsScore Mean

Free services 12 (10%)

30 (25%)

36(30%)

25(21%)

17(14%)

120 355 2.958

Free service camps

03(2%)

07(6%)

22(18%)

27(23%)

61(51%)

120 224 1.867

Discounts on accessories

07(7%)

33(28%)

47(39%)

15(12%)

18(15%)

120 356 2.967

Value added services for the

customers

24(20%)

22(18%)

53(44%)

13(11%)

08(7%)

120 401 3.342

Insurance facility 37(31%)

36(30%)

19(16%)

22(18%)

06(5%)

120 436 3.633

Warranty 36(30%)

42(35%)

19(16%)

11(9%)

12(10%)

120 439 3.6583

Contest for upgraded lucky

customers

09(8%)

27(22%)

39(32%)

27(23%)

18(15%)

120 342 2.850

Total 3.038

Weightages: 5 4 3 2 1

Inference:The overall mean score is 3.038, indicates that the respondents were satisfied towards

the additional services offered by Maruti Suzuki. In addition, we observed that the free service camps organized by Maruti Suzuki are dissatisfied (score- 224; mean- 1.867). It is suggested that the free service camps may be conduct to achieve the customer satisfaction only.

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Feeling that the Services are Customer oriented:Factor No. of Respondents Per cent age (%)

Strongly agree 32 27Agree 52 43

Neither agree nor disagree

13 11

Disagree 18 15Strongly disagree 05 04

Total 120 100

Strongly agree

Agree Neither agree nor disagree

Disagree Strongly disagree

0

10

20

30

40

50

27

43

1115

4

Feeling that Services are Customer oriented

Inference:•43 % of the respondents are agreed that, the services of Maruti Suzuki are customer oriented.•27 % of the respondents are strongly agreed that, the services of Maruti Suzuki are customer oriented. •15 % of the respondents are disagreed that, the services of Maruti Suzuki are customer oriented.•11 % of the respondents are neither agreed nor disagreed that, the services of Maruti Suzuki are customer oriented.•Remaining 4 % of the respondents are agreed that, the services of Maruti Suzuki are customer oriented.

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Factor Highly Satisfied

Satisfied Neither satisfied nor dissatisfied

Dissatisfied Highly dissatisfied

Total Respondents

Score Mean

Price levels 42(35%)

37(31%)

21(18%)

16(13%)

04(3%)

120 457 3.808

Fuel efficiency 25 (21%) 39 (32%) 23(19%)

14(12%)

19(16%)

120 397 3.308

Safety standards

22 (18%) 23 (19%) 42(35%)

16(13%)

17(14%)

120 377 3.142

Driving comfort &

comfort seats

24 (20%) 31 (26%) 37(31%)

19(16%)

09(7%)

120 402 3.350

Ease of repairs & replacement

of parts

43 (36%) 34 (28%) 24(20%)

13(11%)

06(5%)

120 455 3.792

Style & colour 38 (32%) 27 (22%) 27(23%)

18(15%)

10(8%)

120 425 3.542

Acceleration 20 (17%) 36 (30%) 19(16%)

16(13%)

29(24%)

120 343 2.858

After sale services

31 (26%) 33 (27%) 27(23%)

18(15%)

11(9%)

120 415 3.458

Resale value 31 (26%) 34 (28%) 19(16%)

22(18%)

14(12%)

120 406 3.383

Market population

47 (39%) 29 (24%) 38(31%)

16(13%)

13(10%)

120 458 3.817

Required maintenance

24 (20%) 29 (24%) 38(31%)

16(13%)

13(10%)

120 395 3.292

Total 3.432

Satisfaction towards the Features offered by Maruti Suzuki:Weightages: 5 4 3 2 1

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Response towards Brand image:

Factor No. of Respondents Per cent age (%)Highly Satisfied 28 23

Satisfied 46 39Neither satisfied nor

dissatisfied31 26

Dissatisfied 11 09Highly dissatisfied 04 03

Total 120 100

05

10152025303540

23

39

26

93

Response towards Brand Image

Inference:•39 % of the respondents are satisfied with the brand image of the product.•26 % of the respondents are neither satisfied nor dissatisfied with the brand image of the product.•23 % of the respondents are highly satisfied with the brand image of the product.•9 % of the respondents are dissatisfied with the brand image of the product.•Remaining 3 % of the respondents are highly dissatisfied with the brand image of the product.

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Attributes of brand to recommend as a Customer:

Factor No. of Respondents Per cent age (%)Price 24 20

Quality 19 16Comfort 12 10

Discounts & services 14 12All the above 51 42

Total 120 100

Price Quality Comfort Discounts & services

All the above0

10

20

30

40

2016

10 12

42Attributes of Brand to recommend as a Customer

Inference:•20 % of the respondents are giving preference to price.•16 % of the respondents are giving preference to quality.•12 % of the respondents are giving preference to discounts and services.•10 % of the respondents are giving preference to comfort.Most of respondents nearly 42% are giving preference to all the above factors.

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Did you recommend others towards Maruti in any time?

Factor No. of Respondents Per cent age (%)

Yes 86 72

No 34 28

Total 120 100

72%

28% Yes

No

Recommend others towards Maruti Suzuki any time

Inference:•72 % of the respondents are recommended others towards Maruti.•Remaining 28 % of the respondents are not recommended others towards Maruti.

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Did you face any difficulties with Maruti Suzuki cars?

Factor No. of Respondents Per cent age (%)

No 42 35

Yes 78 65

Total 120 100

35%

65%

No

Yes

Did you face difficulties with Maruti Suzuki?

Inference:•65 % of the respondents have faced difficulties with Maruti cars and •Remaining 35 % of the respondents have not faced any difficulties with Maruti cars.

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Rank given by the respondents regarding the following brands:

BrandName

Rank1

Rank2

Rank3

Rank4

Rank5

Rank6

Rank7

TotalWeighted

ScorePercent

agesFinal Rank

Maruti Suzuki

22 28 39 11 08 08 04 120 605 17.74 2

Tata 13 08 24 22 18 27 08 120 463 13.58 4

Toyota 12 13 06 28 26 21 14 120 438 12.84 5

Ford 34 29 19 12 14 09 03 120 618 18.12 1

Hyundai 18 24 07 22 27 13 09 120 509 14.92 3

Honda 14 10 02 10 20 29 35 120 361 10.58 7

General Motors

07 08 33 15 07 13 47 120 416 12.19 6

Total 3410

Inference:From the above table we observed that, on the basis of ranking priority by the

respondents overall efficiency the Ford car got 1st rank, Maruti 2nd rank, Hyundai 3rd rank, Tata 4th rank, Toyota 5th rank, General Motors 6th rank and Honda got 7th rank.

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Overall Satisfaction towards Maruti Suzuki:Factor No. of Respondents Per cent age (%)

Highly Satisfied 17 14Satisfied 68 57

Neither satisfied nor dissatisfied

21 17

Dissatisfied 08 07Highly dissatisfied 06 05

Total 120 100

0102030405060

14

57

177 5

Overall Satisfaction towards Maruti Suzuki

Inference:•57 % of the respondents are satisfied with the Maruti Suzuki.•17% of the respondents are neither satisfied nor dissatisfied with the Maruti Suzuki.•14 % of the respondents are highly satisfied with the Maruti Suzuki.•7 % of the respondents are dissatisfied with the Maruti Suzuki.•Only 5 % of the respondents are highly dissatisfied with Maruti Suzuki.

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Chi square Test – Cross Tabulation

Existing car Vs New car:

Existing Car

Next new Car

Maruti 800

Wagon-R Zen Swift Esteem Others Total

Maruti 800 06 06 06 06 06 06 36

Wagon-R 18 24 12 28 12 08 102

Zen 18 19 12 19 12 08 88

Swift 18 24 12 27 12 08 101

Esteem 12 12 12 12 12 08 68

Others 18 24 12 28 12 08 102

Total 90 109 66 120 66 46 497

No significant difference between the opinions of the customers towards the existing car and next new car.

cal ≤ tab accept H0

H0: There is no significant difference between the opinions of the customers towards

the existing car and next new car.

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Chi square Test – Cross Tabulation

No significant difference between the customer satisfaction and customer orientation opinions.

cal ≤ t ab accept H0

Overall Satisfaction

Customer Orientation

Highly Satisfied

Satisfied Neither satisfied

nor dissatisfied

Dissatisfied

Highly dissatisfied

Total

Strongly agree 17 32 21 08 06 84Agree 17 52 21 08 06 104

Neither agree nor disagree

13 13 13 08 06 53

Disagree 17 18 18 08 06 67Strongly disagree

05 05 05 05 05 25

Total 69 120 78 37 29 333

Overall Satisfaction Vs Customer Orientation:

H0: There is no significant difference between overall customer satisfaction and customer

orientation opinions.

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Chi square Test – Cross Tabulation

No significant difference between the overall customer satisfaction and brand image of the company.

cal ≤ tab accept H0

Overall satisfaction Vs Brand image:

Overall Satisfaction

Brand image

Highly Satisfied

Satisfied Neither satisfied

nor dissatisfied

Dissatisfied

Highly dissatisfied

Total

Highly Satisfied 17 28 21 08 06 80Satisfied 17 46 21 08 06 98

Neither satisfied nor dissatisfied

17 31 21 08 06 83

Dissatisfied 11 11 11 08 06 47Highly

dissatisfied04 04 04 04 04 20

Total 66 120 78 36 28 328

H0: There is no significant difference between the overall satisfaction of the customers

and brand image the company.

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FINDINGS•It is found that most of the customers (38 %) are using Swift, 20% of the respondents are using Zen and Esteem each, 15% of the respondents are using Maruti 800 and the remaining 6.67% of the respondents are using other Maruti cars.•The maximum no. of respondents (57 %) are using Maruti cars for the purpose of business work, 23 % are for personal work, 16 % are for their status, 3% are using for the Govt., work and remaining 1% of the respondents are using Maruti cars at the time of vacation.

•Silver colour is the most attracting colour for the respondents (69 %) when they buy a new Maruti car, 20 % red colour, 5 % white colour, 3 % purple colour and remaining 3 % of the respondents are attracted by blue coloured Maruti Suzuki cars.

•It is observed that 48 % of the respondents are expecting from their dealers regarding the information about loans and insurance, mileage, services, loans and information about new cars.

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• The respondents (59 %) satisfied towards the additional services offered by Maruti Suzuki, 18 % are highly satisfied, 17 % are neither satisfied nor dissatisfied, 3 % are highly dissatisfied, and remaining 3 % of the respondents are dissatisfied with design of the Maruti Suzuki cars.

• It is found that 20 % of the respondents are giving preference to price,16 % prefer quality,12 % prefer discounts and services each,10 % of the respondents are giving preference to comfort and most of respondents nearly 42% are giving preference to all the above factors.

•It is concluded that 57 % of the respondents are satisfied with the Maruti Suzuki, 17% are neither satisfied nor dissatisfied, 14 % are highly satisfied, 7 % are dissatisfied and only 5 % of the respondents are highly dissatisfied with Maruti Suzuki.

•We observed that there is no significant difference between the opinions of the customers towards the existing car and next new car.

•We observed that there is no significant difference between overall customer satisfaction and customer orientation opinions.

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Most of the respondents are not preferred the models like Maruti-800, due to traditional design and Tata’s Nano effect. So, it is suggested that the company should do some modifications for this model to increase the sales of this brand.

It is suggested that dealers should take necessary steps to improve satisfaction level of customers towards free service camps.

Nearly half the respondents are not getting the awareness towards the product through dealers. So, the dealers should create a lot of awareness programmes through different campaigns to attract the customers.

It is suggested that the company should attract the middle class people by providing low price vehicles like Tata’s Nano. It leads sustainable competitive advantage for Maruti Suzuki.

SUGGESTIONS

Page 48: A PROJECT REPORT ON CUSTOMER SATISFACTION ON POSTSALE SERVICES

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