1.

PEOPLE WHO AWARE ABOUT MARUTI SERVICE MASTER

TABLE-1

AWARE ABOUT
MARUTI SERVICE NO. OF RESPONDENTS PERCENTAGE
MASTER

YES 42 84.00
NO 8 16.00
TOTAL 50 100.00

Inference: From the above figure we can observe that majority of respondents 84%
aware about Maruti Service Master.

CHART

AWARENESS
16%

YES
NO

84%
2. PEOPLE WHO INFLUENCE TO KNOW ABOUT MARUTI SERVICE
MASTER :
TABLE-1

INFLUENCE NO. OF RESPONDENTS PERCENTAGE

NEWSPAPER 4 8.0
INTERNET 0 0.0
FRIENDS 24 48.0
RELATIVES 18 36.0
OTHERS 11 22.0
TOTAL 50 100.0

Inference: From the above figure we can observe that majority of respondents 48% of
them influence to know about Maruti Service Master.

INFLUENCE

50%
45%
40%
35%
30%
25% 48%

20% 36%
15%
22%
10%
0%
5% 4%
0%
NEWSPAPER INTERNET FRIENDS RELATIVES OTHERS
3. PEOPLE WHO RECEIVE THE QUALITY OF SERVICE:

TABLE-1
QUALITY OF SERVICE NO. OF RESPONDENTS PERCENTAGE

SUPERIOR 26 52.0
VERY SATISFACTORY 16 32.0
AVERAGE 8 16.0
MODERATE 0 0.0
VERY POOR 0 0.0
TOTAL 50 100.0

Inference: From the above figure we can observe that majority of respondents 52% of
them receiving the quality of service from Maruti Service Master.

QUALITY OF SERVICE

100%
90%
80%
70%
60%
52% 32% 16%
50%
40%
30%
20%
10% 0% 0%

0%
SUPERIOR VERY SATISFACTORY AVERAGE MODERATE VERY POOR
4. PEOPLE WHO FEELS THE REPRESENTATIVES ARE VERY
COURTEOUS:
TABLE-1
COURTEOUS NO OF RESPONDENTS PERCENTAGE

STRONGLY AGREE 28 56.0

SOMEWHAT AGREE 17 34.0
NEUTRAL 3 6.0
SOMEWHAT DISAGREE 2 4.0
STRONGLY DISAGREE 0 0.0
TOTAL 50 100.0

Inference: From the above figure we can observe that majority of respondents 56% of
them strongly agree with the representatives are courteous in Maruti Service Master.

COURTEOUS
4%
6%

STRONGLY AGREE
SOMEWHAT AGREE
NEUTRAL
SOMEWHAT DISAGREE
STRONGLY DISAGREE
34%
56%
5. PEOPLE WHO RECEIVE THE QUALITY OF SERVICE
REPRESENTATIVES AS BEING SUPERIOR:
TABLE-1
SUPERIOR NO OF RESPONDENTS PERCENTAGE

PATIENT 21 42.0
ENTHUSIASTIC 6 12.0
LISTENED CAREFULLY 9 18.0
FRIENDLY 5 10.0
RESPONSIVE 4 8.0
OTHERS 5 10.0
TOTAL 50 100.0

Inference: From the above figure we can observe that majority of respondents 42% of
them receives representatives as being superior.

SUPERIOR
10%

8%
PATIENT
ENTHUSIASTIC
42% LISTENED CAREFULLY
10% FRIENDLY
RESPONSE
OTHERS

18%

12%
6. CUSTOMER SERVICE REPRESENTATIVES RESPONDING CALL
QUICKLY:
TABLE-1
CALL QUICKLY NO OF RESPONDENTS PERCENTAGE

STRONGLY AGREE 29 58.0

SOMEWHAT AGREE 12 24.0
NEUTRAL 5 10.0
SOMEWHAT DISAGREE 2 4.0
STRONGLY DISAGREE 2 4.0
TOTAL 50 100.0

Inference: From the above figure we can observe that majority of respondents 58% of
them receiving the quality of service from Maruti Service Master.
 ATTEND THE CUSTOMER CALL

60%

50%

40%

30% 58%

20%
24%
10%
10%
4% 4%
0%
E E L E E
GRE GRE TRA GRE GRE
A A U
Y T NE ISA DI
SA
NGL HA TD LY
RO EW HA NG
ST O M EW RO
S M ST
SO

7. TIMES TAKEN BY MARUTI SERVICE MASTER FOR SERVICING

THE VEHICLE:
TABLE-1
TIMES TAKEN NO OF RESPONDENTS PERCENTAGE

ONE DAY 17 34.0

TWO DAYS 19 38.0
ONE WEEK 10 20.0
ONE MONTH 4 8.0
TOTAL 50 100.0

Inference: From the above figure we can observe that majority of respondents 38% of
them receiving the vehicle within two days from Maruti Service Master.
 TIME TAKEN FOR SERVICE
8%

34%
20%
ONE DAY
TWO DAYS
ONE WEEK
ONE MONTH

38%

8. PEOPLE WHO RECEIVE THE FREE MOBILE SERVICE:

TABLE-1
FREE MOBILE
NO OF RESPONDENTS PERCENTAGE
SERVICE

STRONGLY AGREE 42 84.0

SOMEWHAT AGREE 3 6.0
NEUTRAL AGREE OR
1 2.0
DISAGREE
SOMEWHAT DISAGREE 3 6.0
STRONGLY DISAGREE 1 2.0
TOTAL 50 100.0
 Inference: From the above figure we can observe that majority of respondents 84% of
them receiving the free mobile service in Maruti Service Master.

FREE MOBILE SERVICE

90%
80%
70%
60%
50%
40% 84%

30%
20%
10%
6% 2% 6% 2%
0%
E E E E E
GRE GRE GRE GRE GRE
Y A T A SA ISA SA
GL HA DI TD Y DI
N R L
RO EW EE
O HA NG
ST O M R EW RO
S AG M ST
L SO
TRA
U
NE

9. PEOPLE WHO FEELS EMPLOYER TALKS IN A PLEASANT WAY:

TABLE-1
PLEASANT WAY NO OF RESPONDENTS PERCENTAGE

STRONGLY AGREE 42 84.0

SOMEWHAT AGREE 2 4.0
NEUTRAL 3 6.0
SOMEWHAT DISAGREE 2 4.0
STRONGLY DISAGREE 1 2.0
TOTAL 50 100.0
 Inference: From the above figure we can observe that majority of respondents 84%
of them feel about employers talk in a pleasant way from Maruti Service Master.

PLEASANT WAY

4% 2%
6%
4%
STRONGLY AGREE
SOMEWHAT AGREE
NEUTRAL
SOMEWHAT DISAGREE
STRONGLY DISAGREE

84%

10. EMPLOYER KNEW HOW TO HANDLE THE CUSTOMER

PROBLEM:
TABLE-1
HANDLING NO OF RESPONDENTS PERCENTAGE

STRONGLY AGREE 27 54.0

SOMEWHAT AGREE 13 26.0
NEUTRAL 8 16.0
SOMEWHAT DISAGREE 1 2.0
STRONGLY DISAGREE 1 2.0
 TOTAL 50 100.0

Inference: From the above figure we can observe that majority of respondents 54% of
them feel about employers knew how to handle the customer problem.

HANDLING

16% 2% 2%

STRONGLY AGREE
SOMEWHAT AGREE
54% NEUTRAL
SOMEWHAT DISAGREE
STRONGLY DISAGREE
26%

11. PEOPLE WHO SATISFIED WITH THE FOLLOWING

CHARACTERISTIC OF MARUTI SERVICE MASTER’S PRODUCT/
SERVICE:
 0% 0% 0%
100% 3% 3%
0% 6%
10%
14%
90% 18% 10%
12%

80%
45% 47%
70% 23%

60% 54%
STRONGLY DISAGREE
SOMEWHAT DISAGREE
50% NEUTRAL
SOMEWHAT AGREE
84% STRONGLY AGREE
40% 78%
36%
35%
30% 56%

20%
32%

10% 16% 15%

0%
QUALITY PRICE SERVICE DURABILITY COST TIME

12. PEOPLE WHO RECEIVES THE VEHICLE IN THE MENTIONED

DATE AND TIME:

TABLE-1
 MENTIONED DATE
NO OF RESPONDENTS PERCENTAGE
AND TIME

YES 39 78.0
NO 11 22.0
TOTAL 50 100.00

Inference: From the above figure we can observe that majority of respondents 78% of
them receive the vehicle in the mentioned date and time from Maruti Service Master.

MENTIONED DATE AND TIME

22%

YES
NO

78%

13. OVERALL, THE PEOPLE WHO SATISFIED WITH THE MARUTI

SERVICE MASTER :
 LIKELY RECOMMEND TO FRIENDS/RELATIVES
0.7

0.6

0.5

0.4

0.65
0.3

0.2

0.23
0.1

0.12

0 0 0 0 0 0 0
0
Y1 2 3 4
AL
5 6 7 8 9 1 0
EL TR LY
IL K U IK
E
AL
L NE LYL
T E
NO REM
T
EX
14. PEOPLE WHO FEELS LIKELY TO RECOMMEND MARUTI
SERVICE MASTER TO FRIENDS/RELATIVES

LIKELY RECOMMEND TO FRIENDS/RELATIVES

0.5

0.45

0.4

0.35

0.3

0.25
0.45
0.2

0.15 0.3
0.25
0.1

0.05

0 0 0 0 0 0 0
0
Y1 2 3 4 L 5 6 7 8 9
Y1
0
K EL TRA EL
LI U LIK
LL NE Y
O TA M
EL
N E
TR
EX