UNIVERSITY OF MUMBAI
PROJECT REPORT ON
AFTER SALES SERVICE OF S.K.WHEELS PVT LTD
IN PARTIAL FULLFILLMENT FOR MASTERS OF COMMERCE 2013-14
PROJECT GUIDEPROF. Seema Somani
SUBMITTED BY:PANKAJ.B.RATHOD ROLL NO3790
MAHATAMA EDUCATION SOCIETYSPILLAIS COLLEGE OF ARTS, COMMERCE
& SCIENCENEW PANVEL
DECLARTION
I, PANKAJ RATHOD student of M.COM-I, MAHATMA EDUCATION SOCIETYS
PILLAIS COLLEGE OF ARTS, COMMERCE & SCIENCE, hereby declare
that I have completed the project report on AFTER SALES SERVICE OF
S.K WHEELS PVT LTD in the academic year 2013-2014. The information
submitted by me is true & original to best of my knowledge.
Signature
MAHATMA EDUCATION SOCIETYSPILLAIS COLLEGE OF ARTS, COMMERCE,
SCIENCE NEW PANVEL
CERTIFICATETo whomsoever it may concern
This is to certify that the work entered in this journal is the
work of PANKAJ RATHOD from MCOM PART-I have successfully completed
a project report on the AFTER SALES SERVICE OF S.K. WHEELS.Topic
terms of the year 2013-2014 in the college as laid down by the
college authority
Professor /Guide name MCOM Co-OrdinatorMrs. Seema /somani Mr.
Gajana Wader
_______________________ ______________________
DATE: _________ ________________External
ExaminerSR.NOContentsPage number
Executive summary5
Chapter 1.1Introduction 7
1.2Scope of the study9
1.3Objective of the study9
Chapter 2.1Research Methodology10
2.2Limitation14
Chapter 3.1 Company profile15
Chapter 4.1Data analysis and interpretation20
Chapter 5Conclusion35
Chapter 6Suggestions 36
Chapter 7Bibliography37
Chapter 8Appendices38
INDEX
Executive SummaryPeriodic or as required maintenance or repair
of equipment by its manufacturer or supplier, during and after a
warranty period. In some cases, after-sales service can be almost
as important as the initial purchase. The manufacturer, retailer,
or service provider determines what is included in any warranty (or
guarantee) package. This will include the duration of the warranty
traditionally one year from the date of purchase, but increasingly
two or more years maintenance and/or replacement policy, items
included/excluded, labor costs, and speed of response. In the case
of a service provider, after-sales service might include additional
training or helpdesk availability. Of equal importance is the
customer's perception of the degree of willingness with which a
supplier deals with a question or complaint, speed of response, and
action taken.
After-sales service The provision after goods have been sold of
services which make them more useful to customers. This can include
advice on and training in the use of the product; routine
maintenance, servicing and repairs in the event of breakdown;
provision of materials and spare parts; replacement under warranty
in the event.
S. K. Wheels deals with Maruti Cars - 4 wheelers. In fact we are
having one of the biggest & state-of-art technology Maruti
showroom in India admeasuring 1,00,000 sq. feet area. This
comprises 16,000 sq. ft of Vehicle Display; 25,000 sq.ft of Service
Area comprising 49 working bays. Ideally located on the Thane
Belapur road. The best attraction & concentration will be the
service area capacity to service about 150 cars a day working from
8am to 8pm - Sundays open.
Some of the objectives of after sales service on sk wheels and
research methodology is been discussed below
Objectives To study the concept of After sales service.
To understand after sales service policies ok S.K.
Automotives.
To evaluate the importants of after sales service in customer
decision making process.
To know the importants of after sales service in the companies
over all activity.
To know the merits and demerits of after sales service.
Research methodology:
1. Primary data collection Primary data is first hand
information collected for research purpose.
It is fresh data as it is collected directly from the
source.
Data was collected from S.K. Automotives through interview
method.
2. Secondary data collection Secondary data is second hand
information which is taken from some source.
For e.g. the source include books, journals, internet,
newspaper, etc.
The data collected about the company are from internet or
newspaper.
CHAPTER: I1.1 INTRODUCTION
Customer satisfaction, a businessterm, is a measure of how
products and services supplied by a company meet or surpass
customer expectation. It is seen as a key performance indicator
within business and is part of the four of a Balanced Scorecard.In
a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and
increasingly has become a key element of business strategy.However,
the importance of customer satisfaction diminishes when a firm has
increased bargaining power. For example, cell phone plan providers,
such as AT&T and Verizon, participate in an industry that is an
oligopoly, where only a few suppliers of a certain product or
service exist. As such, many cell phone plan contracts have a lot
of fine print with provisions that they would never get away if
there were, say, a hundred cell phone plan providers, because
customer satisfaction would be way too low, and customers would
easily have the option of leaving for a better contract
offer.Measuring customer satisfactionOrganizations need to retain
existing customers while targeting non-customers.Measuring customer
satisfaction provides an indication of how successful the
organization is at providing products and/or services to the
marketplace.Customer satisfaction is an abstract concept and the
actual manifestation of the state of satisfaction will vary from
person to person and product/service to product/service. The state
of satisfaction depends on a number of both psychological and
physical variables which correlate with satisfaction behaviors such
as return and recommend rate. The level of satisfaction can also
vary depending on other factors the customer, such as other
products against which the customer can compare the organization's
products.
CUSTOMER SATISFACTIONThe word satisfaction comes from the Latin
word satis (Enough) and faction (to do or make). These words
suggest the true meaning of Satisfaction, which is fulfillment.
Managerially, fulfillment usually translate to solving problem and
satisfy the customer is not enough to produce high level of
customer loyalty, business needs to move beyond more satisfaction,
to customer delight. The Purpose of the Business:Peter F. Drucker
considered to be one of the leading management gurus in the world,
believes that the purpose of business to relate and then retain the
satisfied customer. Although the firm has to make the money,
Drucker argues that making money is a necessity and does not a
purpose. It is in fact, the end result a desirable outcome of
creating satisfied customer. Theodore Levitt, ha Harward Business
professor, who explains by an analogy with human beings, express
similar sentiment / all human have to eat to survive, but eating is
not-their purpose. Furthermore making money does not provide a
legitimate reason for society and to support the moneymaking
enterprise. A society supports businesses as they survey its member
by catering to their needs to leave them satisfy. Dissatisfying
enough customer and not only will these specific customer stop
buying from the firm, but the society at large will condemn the
firm and may even panelized it to the point of its extinction. In
repose to such messages, co part of the corporate mission and
utilizes an understanding of the customer behavior as input to all
its marketing plans and decision.
1.2 SCOPE OF THE STUDY
Customer satisfaction is the ultimate aim of any business and
there by business entirely depend upon its customer for its
survival and growth. So this study helps the researcher a lot to do
any business in future.
This project work was undertaken with a view to study the title
of A STUDY ON CUSTOMER SATISFACTION OF MARUTI S.K WHEELS AFTER
SALES SERVICE. It is also aims to find out the standards and
qualities that the customer expects.
From this study the preference and problem of the customer can
be met. The study helps to know the necessary change in the
service, features and customer feelings about service. The study
will be usefull for the company to make changes in price. Placement
and promotion activities the study was conducted by doing a survey
of 50 respondents in Navi Mumbai. The results represented through
tables and chart. Suggestions and conclusion are also given at the
end of the report.
1.3OBJECTIVES OF THE STUDY
Primary objective:To undergo an in-depth study about Maruti SK
Wheels after sales service.
Secondary objective:
1. To evaluate the attitude of customers towards S.K. WHEELS
servicing.2. To rate the satisfaction level.3. To recommend
suggestions to increase customer satisfaction where as there in the
areas where there is a chance of improvement.
Chapter: II2.1RESEARCH METHODOLOGY
Research methodology refers to the systematic method consisting
of enunciating the problem, formulating hypothesis, collecting
facts or data, analyzing the facts and reaching certain conclusions
either in the form of solutions towards the concerned problem or in
certain generalisations for some theoretical formulation.
RESEARCH PROBLEM The research needs to know about the customer
satisfaction derived from the after sales service offered by S.K
WHEELS PVT LTD, Navi Mumbai. There exists of high level of
competition in this sector. So the company wants to know the
present status of after sales service.STATEMENT OF THE PROBLEM The
study is focusing on the development of strategies for effectively
carrying out the orientation training programmed. In order for
that, there is a need for the clear identification of factors
directly or indirectly contributing to the effectiveness of
orientation training.RESEARCH DESIGNResearch Design is the
conceptual structure within which research is conducted. It
constitutes the blueprint for collection, measurement and analysis
of data. The design used for carrying out this research is
Descriptive. This research design focus attention on the
followinga. Formulation of objective of the studyb. Identify the
methods of data collectionc. Selecting a suitable sample by using a
valid sampling techniqued. Collection of data by using a reliable
instrumente. Analysis and interpretation of datdf. Preparation of a
detailed reportDATA TYPE: In this research the type of data
collection is Primary data Secondary data SAMPLING PLAN:It is very
difficult to collect information from every member of a population
.As time and costs are the major limitation that the researcher
faces. A sample of 50 was taken the sample size of 50 individuals
were selected on the basis of convenient sampling technique. The
individuals were selected from past and existing list of the
customers to form sample and data were collected from them for the
research study.
ANALYSIS AND INTERPRETATION:Data collection through
questionnaire resulted in availability of the desired information
but these were useless until there were analyzed. Various steps
required for this purpose were editing, coding and tabulating.
Tabulating refers to bringing together similar data and compiling
them in an accurate and meaningful manner. The data collected by
Questionnaire was analyzed, interpreted with the help of table, bar
chart and pie chart.SAMPLE UNIT
The Customers of S.K WHEELS, Navi Mumbai are the sample unit in
the survey.SAMPLE SIZEThe sample size chosen for this study is
50SOURCES OF DATAPrimary Data: Filling up questionnaire from past
and existing customers of after sales services.Secondary Data:
Books, newspapers, Websites, and data from company
officials.PRIMARY DATA
Primary data is the specific information collected by the person
who is doing the research. It can be obtained through clinical
trials, case studies, true experiments and randomized controlled
studies. This information can be analyzed by other experts who may
decide to test the validity of the data by repeating the same
experiments.
There are many methods of collecting primary data and the main
methods include:
Questionnaires Interviews Focus group interviews Observation
case-studies Diaries Critical incidents Portfolios.
SECONDARY DATAThe secondary data are those which have already
been collected by someoneelse and have been passed through
statistical process. The secondary data for this study are already
available in the firm's internal records, annual report,
broaches.
DATA COLLECTION METHOD
The data collection method used in this research is survey
method. Here thedata are systematically recorded from the
respondents.
RESEARCH TOOLA structured questionnaire has been prepared to get
the relevant information fromThe respondents. The questionnaire
consists of a variety of questions presented to the Respondents for
their despondence. The various types of questions used in this
surveyAre: Open ended questions Closed ended questions
STATISTICAL METHODS USED
Statistical tools used for the purpose of evaluation are
chi-square analysis. Chi-square this is conducted to find out
whether there exists dependence relation between quality of service
and price of service.
2.2 LIMITATIONS OF THE STUDY
There are certain limitations. The respondents were reluctant to
give correct information. Even though the customers gave correct
information during the unstructured interview conducted, they gave
positive answer while answering the questionnaire. The investigator
intended to cover only few areas of Maruti Suzuki relevant to the
proposed study. As the study was done within a limited time,
investigator could not select a sufficiently large sample for the
study. The sample size is fifty.
Chapter:III3.1. COMPANY PROFILEThe Automotive industry in the
Republic of India is one of the largest in the world. It is the
world's second largest manufacturer of motorcycles, with annual
sales exceeding 8.5 million in 2009. India's passenger car and
commercial vehicle manufacturing industry is the seventh largest in
the world, with an annual production of more than 2.6 million units
in 2009. In 2009, India emerged as Asia's fourth largest exporter
of passenger cars, behind Japan, South Korea and Thailand.As of
2009, India is home to 40 million passenger vehicles and more than
1.5 million cars were sold in India in 2009 (an increase of 26%),
making the country the second fastest growing automobile market in
the world. By 2050, the country is expected to top the world in car
volumes with approximately 611 million vehicles on the nation's
roads. A major chunk of India's car manufacturing industry is based
in and around the city of Chennai (also known as "Detroit of
India"), with the Indian city accounting for 60 per cent of the
country's automotive exports. Chakan corridor near Pune is an
upcoming vehicular production hub with General Motors, Volkswagen/
Skoda, Mahindra and Mahindra in the process of setting up or
already set up facilitiesThe Automotive industry in India is one of
the largest in the world and one of the fastest growing globally.
India manufactures over 11 million 2 and 4-wheeled vehicles and
exports about 1.5 million every year. It is the world's second
largest manufacturer of motorcycles, with annual sales exceeding
8.5 million in 2009. India's passenger car and commercial vehicle
manufacturing industry is the seventh largest in the world, with an
annual production of more than 2.6 million units in 2009. In 2009,
India emerged as Asia's fourth largest exporter of passenger cars,
behind Japan, South Korea and Thailand. As of 2009, India is home
to 40 million passenger vehicles and more than 1.5 million cars
were sold in India in 2009 (an increase of 26%), making the country
the second fastest growing automobile market in the world. By 2050,
the country is expected to top the world in car volumes with
approximately 611 million vehicles on the nation's roads. A major
chunk of India's car manufacturing industry is based in and around
the city of Chennai (also known as "Detroit of India"), with the
Indian city accounting for 60 per cent of the country's automotive
exports. Chakan corridor near Pune, Maharashtra is another
prominent vehicular production hub with General Motors, Volkswagen/
Skoda, Mahindra and Mahindra in the process of setting up or
already set up facilities. Halol in Gujarat, Gurgaon neighboring
New Delhi, Aurangabad in Maharashtra, and Kolkatta in West Bengal
are some of the other automotive manufacturing regions around the
country. Foreign automotive companies in India:Vehicles
manufactured or assembled in India BMW India: 3 Series, 5 Series, 1
Series. Fiat India (in collaboration with Tata Motors): Grande
Punto, Linea, PalioStile. Ford India: Ford Figo, Ikon, Fiesta,
Endeavour. General Motors IndiaChevrolet (CSPIL): Spark, Beat, Aveo
U-VA, Aveo, Optra, Cruze, Tavera. Honda Siel: Jazz, City, Civic,
Accord. Hyundai Motor India: Santro, i10, i20, Accent, Verna
Transform, Sonata Transform. Mahindra Renault: Logan Maruti Suzuki:
800, Alto, WagonR, Estilo, A-star, Ritz, Swift, Swift DZire, SX4,
Omni, Versa, Eeco, Gypsy, Grand Vitara Mercedes-Benz India:
C-Class, E-Class. Mitsubishi: (in collaboration with Hindustan
Motors)Lancer, Lancer Cedia, Pajero Nissan Motor India: Micra.
Toyota Kirloskar: Corolla, Innova, Camry. Volkswagen India: Polo,
Jetta, Passat. Audi India: A4, A6, Q5. koda Auto India: Fabia,
Octavia, Laura, Superb
S.K. WHEELS Pvt. Ltd. The authorized Maruti dealers has become
No. 1 Dealer in MUMBAI.With an all time record sale of 28447 Maruti
cars in the financial year 2008-09. The No. 1 Marutidealer in Navi
Mumbai becomes No. 1 in Mumbai. No other Maruti dealer in India has
been able to reach such heights within one year, S.K. WHEELS Pvt.
Ltd. The authorized Marutidealer has become No. 1 Dealer in Mumbai.
With an all time record sale of 26833 Maruti cars in the financial
year.With an all time record sale of 26833 Maruti cars in the
financial year2008-09.
Values and BeliefsThe enduring belief that our corporate destiny
is inextricably entwined with those of our employees and customers
carries us towards a profitable and ethical business model.Quality
PolicyCustomer satisfaction through quality services achieved by
through constant adherence and continual improvement in quality
services and systems following P.D.C.A (Plan, Do, Check Act)
technique in all our functions and actions complying with the
requirements.
Major Departments Sales Service True Value Spares Accessories
Sales support ( MI, MF,EW and Autocard ) Institute MDS
S.K WHEELS Services Package: We are providing a comprehensive
Service Package absolutely free for vehicles purchased from S.K.
WHEELS with lot of benefit to the customer. Maruti Extended
WarrantyMaruti Extended Warranty has been specially devised to
offer you extreme driving pleasure during the ownership of the
vehicle. This program is run by Maruti Suzuki India Limited itself
and hence it offers you the best protection against repairs. This
policy commences at the expiry of the primary warranty period and
the duration will up to warranty years. Benefits under Extended
WarrantyMaruti assurance Can approach any dealer in the country for
warranty jobs Dealer take the warranty decision, so no delay for
the customer Total peace of mind, full replacement against
manufacturing defect full labour free for warranty replacement.
Better resale value even if the vehicle is sold before 4 years only
nominal price for extended warranty.Maruti Genuine
AccessoriesMaruti has introduced wide range of genuine Accessories
for different models for improving comfort and appearance. Wide
range of auto accessories under one roof
Easy ordering from a single source.
World class quality
Competitive price value
Proper fitment
Compatibility with vehicle systems
Validity of warranty
Their Profile :1st dealership in Navi Mumbai in 19992nd in
khopoli in 2003
No. 1 Dealer in India, Record Sale of 28447 cars
CHAPTER IV4. DATA ANALYSIS AND INTERPRETATION TABLE 4.1: AGE
WISE CLASSIFICATIONAge GroupNo. of respondents
Below 2510
25-3515
35-4512
45-558
Above555
CHART 4.1: AGEWISE CLASSIFICATION
INTERPRETATION:Most of the respondents are between twenty
five& thirty-five.
TABLE 4.2: GENDER WISE CLASSIFICATIONGenderNo. of
Respondents
Male38
Female12
total50
CHART 4.2: GENDERWISE CLASSIFICATION
INTERPRETATION: The above graph shows most of the respondents
are males.
TABLE 4.3: PROFESSIONQ3% of respondentsNo. of respondents
Student189
Govt. Employee2211
Doing own business3226
Other2814
CHART 4.3: PROFESSION
INTERPRETATION:Most of the respondents are doing own
business
TABLE 4.4: AWARNESS ABOUT S.K WHEELS
Q% of respondentsNo. of respondents
News Paper3015
Friends168
Relatives189
Sales Executive2010
TV105
Others63
CHART 4.4: AWARNESS ABOUT S.K WHEELS
INTERPRETATION: Most of the respondents are induced by
newspapers.
TABLE 4.5: REASON FOR BUYING
Q% of respondentsNo. of respondents
Low Price147
After Sales Service2412
Attractive Brand189
Location 168
Service Quality2814
CHART 4.5: REASON FOR BUYING
INTERPRETATION: Most of the respondents buy a vehicle from Indus
because of service quality.
TABLE 4.6: OVERALL QUALITY OF SERVICE
Q% of respondentsNo. of Respondents
Excellent4221
Good2211
Average126
Below avg147
Poor105
CHART 4.6: OVERAALL QUALITY OF SERVICE
INTERPRETATION:Mostof the customersagreed that the overall
quality of service they received from S.K. WHEELS is excellent.
TABLE 4.8: COMPLAINT HANDLINGQ% of respondentsNo. of
Respondents
Excellent3216
Good2412
Average2010
Below avg147
Poor105
CHART 4.8: COMPLAINT HANDLING
INTERPRETATION: Most of the respondents said that the quality of
service in S.K. WHEELS is excellent.
TABLE 4.9: LIKELINESS OF USE IN FUTEREQ% of respondentsNo. of
respondents
Very likely4221
Likely168
May Be147
Unlikely189
Very unlikely105
CHART 4.9: LIKELINESS OF USE IN FUTERE
INTERPRETATION:Most of the respondents are very likely to use
S.K. WHEELS for servicing and repairs in future. .
TABLE 4.10: SERVICE PRICEQ% of respondentsNo. of respondents
Highly satisfied2814
Satisfied3618
Indifferent168
Dissatisfied126
Highly dissatisfied84
CHART 4.10: SERVICE PRICE
INTERPRETATION:The above analysis concludes that most of the
respondents are highly satisfied with Maruti S.K. WHEELS service
price.
TABLE 4.11: TIMELY DELIVERY OF PRODUCTQ% of respondentsNo. of
Respondents
Strongly agree3417
Agree2412
Neutral2010
Disagree147
Highly disagree84
CHART 4.11: TIMELY DELIVORY OF PRODUCT
INTERPRETATION:Majority of the customers strongly agreed that
they always get their vehicle after service on promised time from
S.K WHEELS.
TABLE 4.12: AFTER WARRANTY REPAIR WORK
Q% of respondentsNo. of Respondents
Strongly agree2010
Agree2412
Neutral2211
Disagree189
Highly disagree168
CHART 4.12: AFTER WARRANTY REPAIR WORK.
INTERPRETATION: Most of the respondents agree that the repair
work done after warranty period is good.
TABLE 4.13: PROPER SERVICEQ% of respondentsNo. of
Respondents
Strongly agree4020
Agree2211
Neutral189
Disagree126
Highly disagree84
CHART 4.13: PROPER SERVICE
INTERPRETATION: Most of the respondents strongly agree that they
never had an experience of getting back their product without
proper service.
TABLE 4.14: AVOID FUTER COMPLAINTS
Q% of respondentsNo. of Respondents
Strongly agree3618
Agree2412
Neutral147
Disagree189
Highly disagree84
CHART 4.14: AVOID FUTER COMPLAINTS
INTERPRETATION: Most of the respondents strongly agree that the
repair work is not only focused on the problem area but the entire
product will be monitored for avoiding future complaints.
TABLE 4.15: INFORMATION ABOUT NEW PRODUCT
Q% of respondentsNo. of Respondents
Strongly agree2814
Agree3216
Neutral168
Disagree147
Highly disagree105
CHART 4.15: INFORMATION ABOUT NEW PRODUCT
INTERPRETATION: Majority of the respondents are strongly agreed
that the introduction of new product and new offers are informed to
the customers.TABLE 4.16: RECOMMEND TO OTHERS
Q% of respondentsNo. of Respondents
Very frequent3015
Frequent3417
Rare126
Very rare168
Never84
CHART 4.19: RECOMMEND TO OTHERS
INTERPRETATION:Most of the respondents are very frequently
likely to recommend S.K. WHEELS to others.
5. CONCLUSION
The project was conducted at Maruti S.K WHEELS, Navi Mumbai from
50 respondents. This study was conducted to study the after sales
service in S.K WHEELS. This study has provided me an insight into
the service quality in S.K WHEELS. From the study it is clear that
the service they provide is fairly good. This study is conducted by
contacting the people who own the Maruti Suzuki Vehicles Purchased
from S.K WHEELS PVT LTD. This study was undertaken for a period of
three weeks. The researcher collected the necessary information
using questionnaire method. The collected datas are consolidated
through using t-test. The graph and table were used for
representation. The responds taken from respondents were analyzed
and represented by using graph and tables to achieve the objective
of the study.It was found that the majority of the customers are
satisfied with the S.K. WHEELS after sales service.The researcher
has tried his best to make the study realistic and suggestive, but
does not claim the findings and suggestions in the report are
perfect. If time available were more the study would have been
extended to a large portion of the universe, which would help the
findings to be more accurate.The researcher is able to appreciate
the effort taken by S.K. WHEELS to provide excellent service to
customers. The key learning from this project study is that in an
extremely competitive industry the sale of high value item, the
register of companys facilities and services in the mind of
customers is of high importance.
6.1. SUGGESTIONS
1. Provide more facility for complaints and suggestions
regarding service.
2. Create awareness among people about the prospects of the
showroom at Navi Mumbai.
3. Company can take initiative in customer relationship building
programs
4. Proper training should be given to the staff to increase the
efficiency.
5. Try to increase the quality of service and reduce the
price.
6. Keep good communication during service.
7. The company may try to give service facilities in holidays
also for working customers
7. BIBLIOGRAPHY
WWW.GOOGLE.COMWWW.WIKIPEDIA.COMWWW.SKWHEELS.COMWWW.MARUTISUZUKI.COM
WIBLOGRAPHYService sector management textbook (MCOM PART-I)Auto
CAR MagazinesNewspaper Articles
7. APPENDICES(S.K WHEELS, AFTER SALES SERVICE)1. Gender : 2. Age
group: Below 25 25-35 35-45 45-55 Above 553. Occupation:
4. How do you come to know about S.K WHEELS? Newspaper Friends
Relatives Sales executive TV Others
5. Why did you buy a car from S.K. WHEELS? Low price After sales
service Attractive brand Location Service quality
6. Communication during service/ repair to keep you updated on
progress is Excellent Good Average Below average Poor
7. Complaint handling in S.K. WHEELS Excellent Good Average
Below average Poor
8. What is the likely hood of you using S.K. WHEELS for
servicing and repairs in the future Very likely Likely May be
Unlikely Very unlikely
9. The price charged by the company is reasonable Strongly agree
Agree Neutral Disagree strongly disagree
10. From S.K WHEELS, You always get your car after service on
the promised time. Strongly agree Agree Neutral Disagree strongly
disagree
11. The repair work done after the warranty period is found to
be good. Strongly agree Agree Neutral Disagree strongly
disagree
12. I never had an experience of getting back my product without
proper service Strongly agree Agree Neutral Disagree strongly
disagree
13. The repair work is not only focused on the problem area but
the entire product will be monitored for avoiding future complaints
Strongly agree Agree Neutral Disagree strongly disagree14. The
introduction of new products and new offers are informed to the
customers Strongly agree Agree Neutral Disagree strongly
disagree
15. Can you give any suggestions for
improvement?___________________________________________________________________________________________________________________________________
2