A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALES SERVICESOF MAHINDRA&MAHINDRA Contents Sl. No. Titles Page No. I Chapter 1 Introduction Literature Review Statement of the Problem Purpose of the Study Scope of the study Objectives of the Study II Chapter 2 Organization Profile Organization Chart Sampling and Research Design Data Collection Method III Chapter 3 Results & discussion with Charts & graphs Findings Suggestions Conclusions IV Chapter 4 Appendix Questionnaire Babasabpatilfreepptmba.com
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A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALES SERVICESOF MAHINDRA&MAHINDRA
ContentsSl. No. Titles Page No.
I Chapter 1
Introduction
Literature Review
Statement of the Problem
Purpose of the Study
Scope of the study
Objectives of the Study
II Chapter 2
Organization Profile
Organization Chart
Sampling and Research Design
Data Collection Method
III Chapter 3
Results & discussion with Charts & graphs
Findings
Suggestions
Conclusions
IV Chapter 4
Appendix
Questionnaire
Bibliography
Joining Report
Weekly Reports
Babasabpatilfreepptmba.com
A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALES SERVICESOF MAHINDRA&MAHINDRA
Babasabpatilfreepptmba.com
A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALES SERVICESOF MAHINDRA&MAHINDRA
INTRODUCTION
The Project assigned to me was “A STUDY ON CUSTOMER SATISFACTIOIN
REGARDING AFTER SALES SERVICES OF MAHINDRA&MAHINDRA AT SUTARIA
AUTOMOBILES SERVICE CENTRE, IN BELGAUM DIST”.
This study will help me to find and customer satisfaction level of the customer for
authorized M&M service station in Belgaum dist, To know the reason for decline of
customers at service station, To know the perception of customers regarding the charges
or rates offered by the service station and To know any suggestion from customers to
improve the service station.
The study is scheduled through primary data and other information thereby
preparing Questionnaire, which focus of various variables, and attributes that are
important to know the satisfaction level and the factors affecting the purchase decision.
The survey caused in the Belgaum Dist with the sample size of 100.The collected
data are tabulated and analyzed data and all suggestions are given according to the
analyzed data graphs and charts are used to illustrate the statistical data and findings.
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A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALES SERVICESOF MAHINDRA&MAHINDRA
INTRODUCTION ABOUT AUTOMOBILES INDUSTRY:
History and development of Automobiles also marks the dynamism in
technological growth men have achieved. From the days of horseless carriages to the
modern-age self-guided automobiles that are designed meticulously using cutting-edge
technology, we have certainly-traveled too far.
Automobile Industry in India is still in its infancy but growing rapidly. The
opportunities in the automobile industry in India are attracting big names with the big
purse and they are investing vigorously in infrastructure, design and development, and
marketing. Automobile industry in India is today poised for (he big leap and this
segment helps you to be ready for that.
Indian Automobile Industry
The automobile industry is one of the core industries in India economy, whose
prospect is reflective of the economic resilience of the economy. With the liberalization
of the economy. India has become the playground of major global automobile majors.
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A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALES SERVICESOF MAHINDRA&MAHINDRA
This industry report of SCOPE MARKETING & INFORMATIONS SOLUTIONS PVT
LTD provides extensive information on the Indian Automobile Industry.
The automobile industry in India is gradually evolving to replicate those of
developed countries. The report focuses on the trends that are emerging in the industry
across segments, namely, passenger cars/multi-utility vehicles, commercial vehicles, two-
wheelers and tractors. The qualitative analysis of the various trends reveals that the
industry offers immense scope even for allied industries and those looking at investing in
the auto industry’s a background, a brief perspective of the global automobile industry
across segments has been provided with comparisons on Indian scenario wherever needed.
It discusses the current scenario in the industry, with detailed look on segmentation,
structure, and supply and demand scenarios. A detailed competitive analysis of the industry
has been provided backed warn comprehensive details on production, sales, exports and
imports over the years, across segments.
Sales have increased with the entry of several foreign manufacturers and the
introduction of new vehicle models. The report also deals with aggressive marketing
strategies undertaken by different manufacturers in India. This highlights key issues
influencing the automotive industry in India such as import and excise duties, emission
norms etc and it also deals with various government regulations.
The Birth of Automobiles
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A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALES SERVICESOF MAHINDRA&MAHINDRA
The history of the automobile actually began about 4,000 years ago when the first
wheel was used for transportation in India. Several Italians recorded designs for wind-
driven vehicles. The first was Guido da Vigevano in 1335. It was a windmill-type drive to
gears and thus to wheels. Vaturio designed a similar vehicle that was also never built. Later
Leonardo da Vinci designed clockwork-driven tricycle with tiller steering and a differential
mechanism between the rear wheels.
In the early 15th century, the Portuguese arrived in China and the interaction of the
two cultures led to a variety of new technologies, including the creation of a wheel that
turned under its own power. By the 1600s, small steam-powered engine models were
developed, but it was another century before a full-sized engine-powered vehicle was
created.
Although by the mid-15th century the idea of a self-propelled vehicle had been
put into practice with the development of experimental vehicles powered by means of
springs, clockworks, and the wind, Nicolas-Joseph Cugnot of France is considered to
have built the first true automobile 1769. Designed by Cugnot and constructed by M.
Brezin, it is also the first vehicle to move under its own power for which there is a record.
Cugnot's three-wheeled steam-powered vehicle carried four persons and was meant to
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A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALES SERVICESOF MAHINDRA&MAHINDRA
move artillery pieces. It had a top speed of a little more than 3.2 km/h (2 mph) and had to
stop every 20 minutes to build up a fresh head of steam.
Evans was the first American who obtained a patent for "a self-propelled
carriage." He, in fact, attempted to create a two-in-one combination of a steam wagon and
a flat-bottomed boat, which didn't receive any attention in those days. During the 1830's,
the steam vehicle had made great advances. But stiff competition from railway
companies and crude legislations in Britain forced the poor steam vehicle gradually out
of use on roads. The early steam-powered vehicles were so heavy that they were only
practical on a perfectly flat surface as strong as iron. A road thus made out of iron rails
became the norm for the next hundred and twenty-five years. The vehicles got bigger and
heavier and more powerful and as such they were eventually capable of pulling a train of
many cars filled with freight and passengers.
Carl Benz and Gotttlieb Daimler, both Germans, share the credit of changing the
transport habits of the world, for their efforts laid the foundation of the great motor
industry, as we know it today. First, Carl Benz invented the petrol engine in 1885 and a
year later Daimler made a car driven by motor of his own design and the rest is history.
Daimler's engine proved to be a great success mainly because of its less weight
that could deliver 1000 rpm and needed only very small and light vehicles to cany them.
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France too had joined the motoring scenario by 1890 when two Frenchmen Pan
hard and Levassor began producing vehicles powered by Daimler engine, and Daimler
himself, possessed by the automobile spirit, went on adding new features to his engine.
He built the first V-Twin engine with a glowing platinum tube to explode the cylinder
gas-the very earliest form of sparking plug. The engines were positioned under the seat in
most of the Daimler as well as Benz cars. However, the French duo of Pan hard and
Levassor made a revolutionary contribution when they mounted the engine in the front of
the car under a 'bonnet'.
For many years after the introduction of automobiles, three kinds of power sources
were in common use: steam engines, gasoline or petrol engines, and electric motors. In
1900, over 2,300 automobiles were registered in New York, Boston, Massachusetts, and
Chicago. Of these, 1,170 were steam cars, 800 were electric cars, and only 400 were
gasoline cars.
In ten years from the invention of the petrol engine, the motorcar had evolved itself
into amazing designs and shapes. By 1898, there were 50 automobile-manufacturing
companies in the United States, a number that rose to 241 by 1908. In that year, Henry Ford
revolutionized the manufacture of automobiles with his assembly-line style of production
and brought out the Model T, a car that was inexpensive, versatile, and easy to maintain.
The introduction of the Model T transformed the automobile from a plaything of the rich
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A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALES SERVICESOF MAHINDRA&MAHINDRA
to an item that even people of modest income could afford; by the late 1920s the car was
commonplace in modem industrial nations.
Herbert Austin and William Morris, two different carmakers, introduced mass
production methods of assembly in the UK, thus paving the way for *a revolution in the
automobile industry. Austin Seven was the world's first practical four-seated "baby car'
which brought the pleasures of motoring to many thousands of people who could not buy a
larger, more expensive car. Even the 'bull-nose' Morris with front mounted engine
became the well-loved model and one of the most popular cars in the 1920s.
Automobile manufacturers in the 1930s and 1940s refined and improved on the
principles of Ford and other pioneers. Cars were generally large, and many were still
extremely expensive and luxurious; many of the most collectible cars date from this time.
The increased affluence of trie United States after World War II led to the development of
large, petrol-consuming vehicles, while most companies in Europe made smaller, more
fuel-efficient cars. Since the mid-1970s, the rising cost of fuel has increased the demand
for these smaller cars, many of which have been produced in Japan as well as in Europe
and the United States.
Clearly, the consumer is king in a competitive environment. The automobile
sector is just one of several examples of how the consumer as benefited from
competition. For decades, the Indian consumer as paid dearly for our policy maker’s
confusion between socialism and capitalism. The thoughtless policy frame as neither
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A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALES SERVICESOF MAHINDRA&MAHINDRA
allowed efficient producers nor consumers to get optimum value for their effort or
money. The recent price was triggered by Telco’s Indica is an interesting case study. Let
us trace the evolution of the Indian passenger car industry. Since independence till the
early 1980’s there were only to major Indian players-Hindustan Motors and Premier auto-
in the industry. As new players were barred by licensing, and imports by absurd import
duties, these two car manufacturers constituted the oligopoly.
They had neither financial muscle nor any incentive to invest in technology or
quality. Little wonder the Indian consumer had the worst quality of cars in the
World.Worse than cars available even in countries like Nepal, Srilanka or Bangladesh
besides the exorbitant duty structure ensured that ownership was restricted to the super
rich the oligopolists were happy with this situation. …Until the then prime minister’s
omnipotent son had brilliant idea! To manufacture a people car at an affordable price.
Policies, government machinery, etc were twisted to, cement prices in unofficial markets
(make the dream come true. The oligopolists were furious (read premier Autos annual
reports of late 1980’s/early1990’s).but the people are maruti 800 came into existence.
We Indians have been quite happy with its japanee’s technology. But I realized
how poorly it compared to international cars when a well-built foreign guest of mine,
unable to fit himself in the front seat, remarked, “is this car or a toy?” All thought that
people car was available at such a low price because of the benevolent pricing our
egalitarian government, which holds the majority stake in the company. Then
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A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTER SALES SERVICESOF MAHINDRA&MAHINDRA
competition arrived even for the people car (the competitor, indica, though is yet to hit
the roads) and behold, the people car is affordable by many more.-it is 10-12 percent
cheaper. Some other carmakers have slashed prices by almost25%. The private players
plan to sell 10000cars at lower price then the erstwhile “People’s Car” has brought down
prices of models that together sell about 250000 units every year. In cars, the price
reduction is quantifiable and visible. In the past seven years, there have been hundreds of
products where unshackling competition has benefited the consumer.
HISTORY OF THE COMPANY
1947: October, first batch of seventy-five Utility Vehicles (UVs) imported in CKD
condition from Willys overland Export Corporation.
1949: Lease of 11071 Sq. yds at Mazagaon from British India Steam navigation. The
first Willys Overland Jeep built in India at the Assembly Plant, Mazagaon, and Bombay.
1954: Phased manufacture of Vehicles undertaken in collaboration with Kaiser Jeep
Corporation and American Motors Corporation.
1962: Indigenous content of Jeep goes up to 70%. 137 acres of land purchased at
Kandivli to centralize manufacturing operations.
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1965: FC 150 Petrol Trucks introduced.
1967: Two wheel drive Utility Vehicles introduced. 101" wheelbase and Metal Body
UVs introduced. Indigenous content goes up by 97%.
1969: Export of vehicles started, export of total 1200 UVs together with spare parts to
Yugoslavia. Exports also made to Ceylon, Singapore, Philippines and Indonesia.
1970: Contracts concluded to export of 3304 vehicles, mainly to Yugoslavia and
Indonesia.
1971: Separate R&D section set up.
1974: Maxi miller campaign launched to conserve fuel. CJ 4A introduced with new
transmission and axle ratio. Collaboration agreement with Jeep corporation (subsidiary of
AMC, Detroit).
1975: FC 260 Diesel light truck introduced. CJ 500 D Diesel introduced with MD 2350
Diesel Engine.
1979: Government of India approves in principle, the technical collaboration with
Peugeot, France for the manufacture of XDP 4.90 Diesel Engine.
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