SOLAPUR UNIVERSITY, SOLAPUR 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 SVERI’s COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016) Page 1
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SOLAPUR UNIVERSITY, SOLAPUR
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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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
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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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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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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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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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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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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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 .
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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
SVERI’s COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016) Page 50
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.
SVERI’s COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016) Page 51
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.
SVERI’s COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016) Page 52
SOLAPUR UNIVERSITY, SOLAPUR
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
SVERI’s COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016) Page 53
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%
SVERI’s COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016) Page 54
SOLAPUR UNIVERSITY, SOLAPUR
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
SVERI’s COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016) Page 55
SOLAPUR UNIVERSITY, SOLAPUR
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.
SVERI’s COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016) Page 56
SOLAPUR UNIVERSITY, SOLAPUR
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.
SVERI’s COLLEGE OF ENGINEERING, PANDHARPUR, MBA (2015-2016) Page 57
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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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