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“A Report On Service Quality and Customer Commitment Of EVM

Volkswagen”

DINNY JOSEPH

Reg. No.52276

Thesis Supervisor

BOSE GEORGE

Assistant Professor

A Thesis

Submitted to the M. G University, Kottayam,

In partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

MARIAN INTERNATIONAL INSTITUTE OF MANAGEMENT

Kuttikkanam, Kerala

Year – 2015



DECLARATION

I hereby declare that the thesis titled “A Report On Service Quality and Customer

Commitment Of EVM Volkswagen” is a bonafide work done by me at Cheranalloor,

Ernakulam in partial fulfillment of the requirements for award of the degree of Master

of Business Administration under the guidance of Mr. Bose George, Assistant

Professor, Marian International Institute of Management, Kuttikkanam and of Mr.

Akhil Mohanan, Volkswagen Cheranalloor, during period from 6 April 2015 to 6

JUNE 2015. No part of this work has formed the basis for the award of any degree,

diploma or any other similar title or recognition in any other University or institution.

DINNY JOSEPH

4th Semester MBA

Reg. No.52276

Marian International Institute of Management

Kuttikkanam

Place:

Date:



CERTIFICATE OF ACCEPTANCE OF THE THESIS

I certify that I have read this project report “A Report On Service Quality and

Customer Commitment Of EVM Volkswagen” prepared by Mr. DINNY JOSEPH

and that in my opinion it conforms to acceptable standards of scholarly presentation

and is fully adequate, in scope and quality, as a thesis for the degree of Master of

Business Administration.

________________________

MR.BOSE GEORGE

Assistant Professor

Supervising Guide

On behalf of the Institution, I accept this thesis as partial fulfillment of the

requirements for Master of Business Administration.

________________________

Rev.Fr. P.T JOSEPH

Director

Marian International Institute of Management

Kuttikkanam, Kerala



ACKNOWLEDGEMENT

On completion of my thesis report, I feel deeply indebted to many. Let me avail this

opportunity to express my deep sense of gratitude to Mr. Bose George, Assistant

Professor, Marian International Institute of Management, for her kind guidance and

encouragement given to me during the preparation of this report.

Thankfully I express my gratitude to Mr. Akhil Mohanan, Volkswagen

Cheranalloor for his help in collecting the data and valuable suggestions required

for the study.

I am thankful to all the officials of VOLKSWAGEN for providing a good environment

that helped me to complete this study within the specified time.

I take this opportunity to extend my gratitude to my parents and other family

members for their encouragement on completing this work.

My sincere thanks to the God almighty for showering all the blessings to complete

this work.

DINNY JOSEPH



TABLE OF CONTENTS

CHAPTER NO LIST OF CONTENT PAGE NO

CHAPTER 1 INTRODUCTION 1-7

OBJECTIVES OF THE STUDY 7-8

SCOPE OF THE STUDY 8

SIGNIFICANCE OF THE STUDY 8

CHAPTER 2 LITERATURE REVIEW 9-16

CHAPTER 3 INDUSTRY PROFILE 17-32

COMPANY PROFILE 33-42

CHAPTER 4 RESEARCH METHODOLOGY 43-45

CHAPTER 5 DATA ANALYSIS AND INTERPETATION 46-64

CHAPTER 6 CONCLUSTION 65-66

REFERENCE 67

ANNEUXURES 68-71



LIST OF TABLES

SL. NO. LIST OF TABLES PAGE NO.

TABLE.1VISUAL APPEAL & COMFORT OF PHYSICALFACILITIES 47

TABLE.2 EASE OF MAKING AN APPOINTMENT 48

TABLE.3 APPOINTMENT TIME WAS SUITABLE WITH ROUTINESCHEDULE 49

TABLE.4EMPLOYEES' APPEARENCE IS NEAT, PROFESSIONAL AND COURTEOUS 50

TABLE.5 EMPLOYEES WERE FRIENDLY AND PLEASANT 51

TABLE.6EMPLOYEES WERE ABLE TO ANSWER ALL QUERIES AND CONCERNS 52

TABLE.7 QUERY WAS DEALT IN A TIMELY MANNER 53

TABLE.8QUALITY OF INFORMATION AND RESPONSE TO THEQUERIES IS EXCELLENT 54

TABLE.9 CUSTOMERS ARE GIVEN PERSONAL ATTENTION ANDFAIR TREATMENT 55

TABLE.10SERVICE DELIVERED MEETS THE STANDARDS ANDEXPECTATIONS 56

TABLE.11SERVICE QUALITY AND CUSTOMER TREATMENT ISCONSISTENT IN EVERY VISIT 57

TABLE.12PRICE PAID FOR THE PRODUCT AND SERVICE ISJUSTIFIABLE 58

TABLE.13 PROUD TO BE A VOLKSWAGEN CUSTOMER 59

TABLE.14 NEXT CAR WOULD BE A VOLKSWAGEN 60

TABLE.15 SHALL REMAIN LOYAL TO VOLKSWAGEN 61

TABLE.16WOULD LIKE TO BUILD A GOOD RELATIONSHIP WITHTHE COMPANY 62

TABLE.17 EXTREMELY HAPPY THAT I CHOSE VOLKSWAGEN 63

TABLE.18WOULD RECOMMEND VOLKSWAGEN TO AFRIEND/RELATIVE/COLLEAGUE 64



LIST OF FIGURES

Sl. No. LIST OF FIGURES Page No.

FIG.1 VISUAL APPEAL & COMFORT OF PHYSICAL FACILITIES 47

FIG.2 EASE OF MAKING AN APPOINTMENT 48

FIG.3 APPOINTMENT TIME WAS SUITABLE WITH ROUTINE SCHEDULE 49

FIG.4EMPLOYEES' APPEARENCE IS NEAT, PROFESSIONAL ANDCOURTEOUS 50

FIG.5 EMPLOYEES WERE FRIENDLY AND PLEASANT 51

FIG.6 EMPLOYEES WERE ABLE TO ANSWER ALL QUERIES AND CONCERNS 52

FIG.7 QUERY WAS DEALT IN A TIMELY MANNER 53

FIG.8QUALITY OF INFORMATION AND RESPONSE TO THE QUERIES ISEXCELLENT 54

FIG.9CUSTOMERS ARE GIVEN PERSONAL ATTENTION AND FAIRTREATMENT 55

FIG.10 SERVICE DELIVERED MEETS THE STANDARDS AND EXPECTATIONS 56

FIG.11SERVICE QUALITY AND CUSTOMER TREATMENT IS CONSISTENT INEVERY VISIT 57

FIG.12 PRICE PAID FOR THE PRODUCT AND SERVICE IS JUSTIFIABLE 58

FIG.13 PROUD TO BE A VOLKSWAGEN CUSTOMER 59

FIG.14 NEXT CAR WOULD BE A VOLKSWAGEN 60

FIG.15 SHALL REMAIN LOYAL TO VOLKSWAGEN 61

FIG.16 WOULD LIKE TO BUILD A GOOD RELATIONSHIP WITH THE COMPANY 62

FIG.17 EXTREMELY HAPPY THAT I CHOSE VOLKSWAGEN 63

FIG.18WOULD RECOMMEND VOLKSWAGEN TO AFRIEND/RELATIVE/COLLEAGUE 64

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