“A STUDY ON CUSTOMER SATISFACTION ON SERVICES

OFFERED BY MANDOVI MOTORS- AUTHORISED MARUTI SUZUKI

DEALERS”

BY

GOWTHAM.R

1NZ14MBA14

Submitted to

VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUM

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

MASTER OF BUSINESS ADMINISTRATION

Under the guidance of

INTERNAL GUIDE EXTERNAL GUIDE

Mrs. NIVIYA FESTON Mr. YOHAN VARDHAN

Senior Asst. Professor Manager

Department of MBA
New Horizon College of Engineering
Outer Ring Road, Marathahalli, Bangalore-560103
2014-2016
 ACKNOWLEDGEMENT

I wish to pledge and reward my deep sense of gratitude for all those who have made this
project come alive.

I would like to express my heart-felt gratitude to Dr. MANJUNATHA, Principal, New

Horizon College of Engineering, for his moral support throughout the course of my project.

I would like to express my heart-felt gratitude to Dr. SHEELAN MISRA, Head of

Department of Management Studies, New Horizon College of Engineering, for her valuable
suggestions and moral support throughout the course of my project.

I am gratefully indebted to my internal faculty guide, Mrs. NIVIYA FESTON, Sr. Asst.
Professor, Department of Management Studies, New Horizon College of Engineering, for
encouraging me and for his constant support throughout the course of the project and helping
me complete it successfully.

A special note of gratitude goes to my external guide Mr. YOHAN VARDHAN, Manager of
Mandovi Motors Pvt. Ltd, Bangalore, for providing me an opportunity to work in this
corporate exposure and for his support and guidance in this endeavour.

I wish to thank all the people who have helped me to work on my project. I finally thank my
family and friends for their constant support and guidance.

GOWTHAM R

(INZ14MBA14)
 TABLE OF CONTENTS

CHAPTER PARTICULARS PAGE NO.

Introduction To Internship
1.1 Introduction
1.2 Topic of the Study
1.3 Need for the Study
1 1-6
1.4 Statement of the Problem
1.5 Objectives of the Study
1.6 Scope of the Study
1.7 Methodology Adopted
1.8 Research Study
1.9 Data Collection
1.10 Review of Literature
1.11 Limitations of the Study

Industry and Company Profile

2.1 Industry profile
2.1.1 Introduction to Indian Automobile Industry
2.1.2 History of Indian Automobile Industry
2.1.3 Exports of Indian Automobile Industry
2 2.1.4 List of Cars Exported during FY 2015
2.1.5 Indian Automobile Industry Segments
2.1.6 Segmentation
2.1.7 Portfolio 7-23
2.1.8 Global Business
2.2 Company profile
2.2.1 Introduction, Mission & Vision
2.2.2 Objectives
2.2.3 Organisation Structure
 2.2.4 Marketing Function
2.2.5 Service at Mandovi
2.2.6 Competitors
2.2.7 Swot Analysis

Theoretical Background
3.1 Introduction to Customer Satisfaction
3 3.2 Measuring Customer Satisfaction 24-33
3.3 Methods to measure Customer Satisfaction
3.4 Significance

Data analysis and Interpretation

4 34-61

Findings, Suggestions & Conclusion

5 62-66

Bibliography

Annexure
 LIST OF TABLES

Table No. Contents Page No.

Table 4.1 Showing data on Respondent’s Gender 34
Table 4.2 Showing Age group of Respondents 36
Table 4.3 Showing data on Respondent’s Income level 38
Table 4.4 Showing data of Car Owned by Respondents 40
Table 4.5 Showing data on Respondent’s purchase on Mandovi 42
Motors
Table 4.6 Showing data on Car services received from Mandovi 44
Motors
Table 4.7 Showing data on Premises rating of Mandovi Motors 46
Table 4.8 Showing data of Satisfaction level on Staff performance at 48
Mandovi Motors
Table 4.9 Showing data of Satisfaction level on Prices at Mandovi 50
Motors
Table 4.10 Showing data on Satisfaction level on Demo and 52
Information provided by staff at Mandovi Motors
Table 4.11 Showing data on Satisfaction level on Service delivery at 54
Mandovi Motors
Table 4.12 Showing data on Satisfaction level on Home pick-up 56
Service
Table 4.13 Showing data on Overall Satisfaction level with Maruti 58
Suzuki
Table 4.14 Showing data on Overall Satisfaction level with Mandovi 60
Motors
 LIST OF CHARTS

Chart No. Contents Page No.

Chart 4.1 Displaying Gender of Respondents 35
Chart 4.2 Displaying Respondent’s Age group 37
Chart 4.3 Displaying Income level of respondents 39
Chart 4.4 Displaying the Car owned by respondents 41
Chart 4.5 Displaying on Purchase at Mandovi Motors 43
Chart 4.6 Displaying Frequency of Car services 45
Chart 4.7 Displaying data on Premises and Ambience rating 47
Chart 4.8 Displaying data on Satisfaction level on Staff performance 49
at Mandovi Motors
Chart 4.9 Displaying data on Satisfaction level of respondents on 51
Prices at Mandovi Motors
Chart 4.10 Displaying Satisfaction on Demo and Information 53
provided by staff at Mandovi Motors
Chart 4.11 Displaying Satisfaction level on Service delivery at 55
Mandovi Motors
Chart 4.12 Displaying Satisfaction level on Home pick-up Service 57
Chart 4.13 Displaying Overall Satisfaction level with Maruti Suzuki 59
Chart 4.14 Displaying Overall Satisfaction level on Mandovi Motors 61
 EXECUTIVE SUMMARY

Customer Satisfaction may be defined as a qualitative measure where in a customer

experiences various degrees of satisfaction until the performance of the product matches his
expectations. Product & service features along with emotions of customer play a vital role on
level of satisfaction. Customer satisfaction is impacted mainly by certain products or services
attractions and also by the intuition of importance as anticipated. Fulfillment is likewise
impacted by client's passionate reactions, their attributions, and their view of value.

The significance of consumer loyalty has been normally questioned as organizations logically
endeavor to audit it. Consumer loyalty can be knowledgeable about an extensive variety of
circumstances and connected with either items or arrangements. It is a very singular
assessment that is fundamentally influenced by customer desires.

An organization's instruments for following and measuring Customer Satisfaction range from
primitive to the refined techniques. Organizations use taking after strategies to quantify how
much Customer Satisfaction they are making.

Mandovi Motors are one of the top Maruti Suzuki merchants in India. They are the initially
approved merchants in Karnataka and one of the main merchants of Maruti Suzuki autos in
Bangalore. The examination is directed to know the elements that impact the buy of Maruti
Suzuki autos furthermore what are the general population's desire and observation towards
Maruti Suzuki cars from Mandovi motors. The issues confronted by the customers as to
Maruti Suzuki autos were additionally asked into and in this way their general fulfillment
level is contemplated. This is a distinct and exploratory examination and for the most part
essential information is utilized with the end goal of information accumulation.

The organization has a solid society of brilliance in everything that it goes through. This
criterion had boosted up to win gigantic faithfulness with Customers, bringing about a huge
rate of its markets and with the help of regular customer.
 CHAPTER 1

INTRODUCTION TO INTERNSHIP

1.1 INTRODUCTION

Mandovi Motors are one of the top Maruti Suzuki merchants in India. They are the initially
approved merchants in Karnataka and one of the main merchants of Maruti Suzuki autos in
Bangalore. The examination is directed to know the elements that impact the buy of Maruti
Suzuki autos furthermore what are the general population's desire and observation towards
Maruti Suzuki cars from Mandovi motors. The issues confronted by the customers as to Maruti
Suzuki autos were additionally asked into and in this way their general fulfillment level is
contemplated. This is a distinct and exploratory examination and for the most part essential
information is utilized with the end goal of information accumulation.

Fulfillment is an essential component in the assessing stage. Fulfillment alludes to the purchasers
condition of being satisfactorily compensated in a purchasing circumstance for the penances he
has made one the client buy and utilize the item they might then turn out to be either fulfill or
disappointed.

Fulfilled Customers are individuals who are content with the item and administrations and are
willing to return and pay for it once more.

All business firms have understood that advertising is a center component of administration
theory and the way to its prosperity lies in concentrating more and more on the buyer fulfillment.
That is, it will be the client who will choose where the firm is heading. In this way the test before
the advertiser is to guarantee that they ought to fulfill each client.

The“vehicle business, one of the middle parts, has transformation of knowledgeable with the
appearance of original business and assemble rehearses in the liberalization of light and
globalization. The region is by all accounts unrealistic of posting solid deal in the couple of years
in the viewpoint of a rational surge required after. The Indian vehicles business sector is adapting
towards universal gauges to address the issues of the universal car monsters and rotate into a
center point of universal. In this Maruti Suzuki is restricted and one of the main players in four

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wheeler separation in India. So I took this organization to find a point by point investigation in
this propitious time.”

Maruti Suzuki is”an openly recorded automobile in INDIA. In south Asia it is a main four-
wheeler automobile producer. Suzuki Motor Corporation hold a dominant part in the
organization. It was the principal organization in India which offers additional million autos. It is
credited to great extent for having acquired vehicles. It is the business sector pioneer in India and
on September 2007, Maruti Udyog was renamed Maruti Suzuki India Limited. The organization
headquartered in GURGAON, HARYANA. Maruti Suzuki positioned first in 'consumer
loyalty'.” And the organization delivers about one million units for every year with 681
showrooms in 454 urban communities.

1.2 TITLE OF THE STUDY

A Study on Customer Satisfaction on Services offered at Mandovi Motors- Authorized

Maruti Suzuki Dealers.

1.3 NEED FOR THE STUDY

The product and service advantage can be physical and in addition mental. In the past items were
the plants made yet nowadays items are what shoppers need. The meaning of the items is
extending always and it incorporates more than a unimportant heap of advantages. In these way
organizations like Maruti Suzuki offers number of various products offering to fulfill the
requirements and longs for all inclusive customers.

With these perspective of psyche the exploration study is being directed to discover the
"Consumer loyalty on Services offered by Mandovi Motors-Authorized Maruti Suzuki Dealers”,
Through this study an endeavor has been made to recognize the business, requests and product
offering correlation.

1.4 STATEMENT OF THE PROBLEM

To identify the level of Customer Satisfaction on Services rendered by Mandovi Motors and to
determine the ways to improve and implement them in near future.

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1.5 OBJECTIVES OF THE STUDY

 To ascertain customer relationship and their overall satisfaction level.

 To identify about the after sales services rendered at Mandovi motors.
 To study the customer’s opinion about the various brands of Maruti Suzuki cars and there
prices, services, credit facility, resale value and quality.
 To study the customer satisfaction level on Maruti Suzuki cars.

1.6 SCOPE OF THE STUDY

 This study has been taken mainly to study the car market in India of Maruti Suzuki
Company and its product line comparison.
 The purpose is mainly to evaluate the performance of Maruti Suzuki in today’s
competitive environment.
 This also provides us with the critical position of the studies on strategies that Maruti
may follow for its way out.

1.7 METHODOLOGY ADOPTED

Survey is done by collecting data through questionnaires.

1.8 RESEARCH STUDY

The research design which is used for the project is descriptive research

Descriptive research describe to depict, clarify and make sense of states of the present i.e,"what
is ".The purpose behind an descriptive research is to look at a occurrence that is happening at a
particular place and time. A descriptive research is worried with conditions, practices, structures,
contrasts, forms that are going on or patterns that are obvious.

1.9 DATA COLLECTION

Primary data collection:

The data will be based on questionnaires.

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Secondary data collection:

The data will be derived from the organization’s website, magazines, journals, internet, records,
books, reports and other sources.

1.10 REVIEW OF LITERATURE

Kotler defined the satisfaction as a person’s feeling of pleasure or disappointment resulting from
comparing a product’s perceived performance or outcome in relation to their expectation. When
customer’s becomes satisfied about the values that is offered and sometimes their expectation is
met and exceeded, can generate many benefits for a firm. Positive word of mouth from existing
and satisfied customers can translate into more new customer firm.

R.C.Bhargava and Seetha focuses on the journey and developments of Maruti Suzuki India Ltd.,
and pointed that Maruti Udyog established new standards of quality, productivity, industrial
relations and customer care in Indian automobile industry and the manufacturing sectors at large.

In the course of the most recent four decades, the showcasing writing has characterized and
measured consumer loyalty in a wide range of ways. Oliver (1997) indicates consumer loyalty as
pleasurable satisfaction; in that capacity, the shopper sees utilization as fulfilling some need,
wish, objective, and so on, in which its satisfaction is pleasurable. In this point of view,
consumer loyalty is outlined as the buyer's assessment that items or administrations meet or
tumble to meet the client's desires (Oliver and Swan 1989; Yi 1991). Out in an unexpected way,
consumer loyalty comprises of post-utilization judgment concerning item or administration
quality, given pre-utilization desires.

From this hope affirmation/disconfirmation perspective, consumer loyalty happens on account of

a purchaser's post-assessment of a particular buy experience (or encounters), dependent upon the
purchaser's quality recognitions and desires, and affirmation/disconfirmation – the disparity in
the middle of real and expected quality. Consumer loyalty has by and large been proposed to
contain two such distinctive measurements as an exchange particular assessment approach and
an in general, combined 9 assessment approach. That is, there exist two general
conceptualizations of consumer loyalty in the writing (Anderson and Fornell 1993; Boulding et
al. 1993).

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Another definition to gauge consumer loyalty, generally utilized as a part of late studies,
including concentrates on using the satisfaction metric in the ACSI information, is by and large
or aggregate satisfaction, which is, as such, relationship-particular. With this definition, general
satisfaction can be seen as a client's general satisfaction encounters (Olsen 2002), and is gauged
as the total post-buy evaluative judgment of a gathering of discrete buy exercises or exchanges
for a specific brand or firm over term of time (Fornell et al. 1996; Johnson and Fornell 1991;
Oliver 1997; Rust and Oliver 1994). Of these two plans of consumer loyalty, generally speaking
or aggregate satisfaction has been broadly utilized as to the relationship between consumer
loyalty and client devotion. On one hand, exchange particular satisfaction conceptualizes
consumer loyalty as the result of a solitary exchange. Hence, this exchange particular satisfaction
plan might be excessively prohibitive – i.e., the transaction specific satisfaction approach has an
extremely constrained prescient force.

Oliver (1999) keeps up that general satisfaction is more suitable for an investigation of the
satisfaction-unwaveringness relationship, in light of the fact that the aggregate satisfaction
develop is equipped for totaling or mixing singular satisfaction scenes. In like manner, the
general satisfaction detailing is better at foreseeing resulting practices and monetary results
(Johnson et al. 2001).

A standout amongst the most imperative late parts of this consumer loyalty metric is that
scholastics distinguish contrasts in client satisfaction crosswise over individual clients and
focused settings. For instance, Bryant and Cha (1996) highlight the impacts of such client
qualities as age, sexual orientation, salary, and instruction on levels of client satisfaction.
Notwithstanding client qualities, industry attributes (industry or classification fixation and
industry sort) are appeared to influence consumer loyalty levels.

Consumer loyalty is a standout amongst the most critical measurements in advertising,

subsequent to firms view consumer loyalty as one of the key business objectives for assessing
the viability of their business operations. Moreover, consumer loyalty is a beginning metric of
the quality chain between consumer loyalty, client faithfulness, firm item - commercial center
execution and budgetary execution, and shareholder riches, as exhibited by late studies.
Promoting scholastics and supervisors have been progressively intrigued by the impacts of an
expansion in consumer loyalty levels on firm monetary execution since the 1990s. For example,

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consumer loyalty has been appeared to emphatically affect working edges (Bolton 1998; Rust et
al. 1996), bookkeeping returns (Ittner and Larcker 1998), degrees of profitability (Anderson et al.
1994), and money stream and shareholder esteem (Anderson et al. 2004; Gruca and Rego 2005).

In fact,”firms have contributed an extraordinary measure of cash on this metric, as client

satisfaction ventures speak to the main promoting research consumption thing for generally
firms. Consumer loyalty can be seen as a fundamental measure used to manage business results,
settle on restricted asset portion, and give prizes to administration (Anderson 1994). For the
larger part of firms, the quest for client satisfaction is outlined in their correspondences;
including notices, open relations discharges, and statements of purpose (Peterson and Wilson
1992). As to this significance, assortments of advertising scholastics and specialists have
concentrated on consumer loyalty for as far back as forty years.”

1.10 LIMITATIONS OF THE STUDY

 Due to time constraint, the sample size was restricted to 100 customers only.
 The organization will not give their confidential data to an outsider, so the availability of
data is very limited.
 The responses given by the respondents may not be true.
 The respondents may be careless in responding to the questionnaires.
 The respondents may be illiterate.
 It is confined only to Mandovi motors in Bangalore.

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 CHAPTER 2

INDUSTRY & COMPANY PROFILE

2.1 INDUSTRY PROFILE

2.1.1 INTRODUCTION TO INDIAN AUTOMOBILE INDUSTRY

Beginning its adventure from the day when the primary auto moved in the city of Bombay in
1898, the automobile industry in India has exhibited an amazing development right up 'til today.
At present, the Indian automobile sector introduces a cosmic system of assortments and variants
meeting every single conceivable desire and all around set up industry benchmarks. The Indian
automobile sector incorporates some important names like Maruti Suzuki, Mahindra &
Mahindra, Tata Motors, Hyundai Motors and Hindustan Motors and others notwithstanding
various others.

Amid the early phases of its improvement, Indian car industry intensely relied on upon outside
innovations. Be that as it may, throughout the years, the producers in India have begun utilizing
their own particular innovation advanced as a part of the local soil. The flourishing commercial
center in the nation has pulled in various car producers including a portion of the presumed
worldwide pioneers to set their foot in the dirt anticipating improve their profile and prospects to
new statures. Taking after a brief difficulty by virtue of the worldwide financial subsidence, the
Indian car market has by and by grabbed a noteworthy force.

India stands seventh in the segmentation of vehicles division in the world. Every year India
manufactures 2.4 million autos which stands out to be remarkable. It sets out to be one of the
biggest bike makers and sets out to be 5th biggest business vehicle maker. Many of the industry
specialists had pictured an gigantic expansion of those figures in the mere future. Asia Economic
Institute stated that by 2020 Indian car segment could stand high and set its standards at the
worldwide pioneer. India is said to be as the 4th biggest exporter of auto which stands the next
after South Korea and Japan in the year 2015. Industrial specialist express that by the end of
2050, India will attend its outstanding achievements in the automobile industry when compared
to the other countries of the world and aims at passing through 700 million of auto on the street.

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In the present scenario around 70 percentage of India’s vehicle industry are made out of little
autos which sets out to be at the top country when compared to the other country’s of the globe.
In the upcoming years India is forecasting nearly twelve new brands of minimal auto models.
The vehicle business is one of the centre commercial enterprises in Indian economy, whose
prospect is intelligent of the monetary versatility of the economy.

With the commitment of 24% to the nation's assembling GDP, the car business has risen as one
among India's significant parts. India has turned into a center point for some worldwide players.
Right now Indian car industry includes traveler autos with 5 makers and business vehicles which
include nine procedures and also manufacturing 2 or 3 wheelers which include 15 makers. The
Indian car industry, involving traveler autos, bikes and business vehicles is the seventh biggest
on the planet with a yearly generation of about 20 million vehicles, of which 4 million vehicles
are sent out. Bikes overpower market mostly in India with a fact that more than 70% vehicles
sold are bikes. In 2013-14, Indian traveler auto industry was one of only a handful few markets
all around that sidestepped the recessionary pattern and it has been seeing enduring development
in the course of recent years. The business' development is driven by different components, for
example, the monetary development of the nation, rising extra cash, generally low auto
infiltration and accessibility of financing choices. The part's potential has pulled in different
outside OEMs to India and has likewise driven numerous set up residential and remote car
players to embrace limit extension methodologies. Numerous set up remote players in India, are
likewise situating themselves as key contenders to offer minimal effort auto producing
capacities. Nonetheless, the industry is battling with different difficulties, for example, of rising
ware costs, work costs, financing costs and expanded rivalry.

Indian vehicles industry has made considerable progress to from the period of the Ambassador
auto to Maruti 800 to most recent M&M TUV. An industry is exceedingly aggressive with
various worldwide and Indian organizations exhibit today. It is developing at a pace of around
18% for every annum throughout the previous five years and is anticipated to be the third biggest
car industry by 2030 and only behind to US and China, as per a report. The business is evaluated
to be a US$ 34 billion industry. With the liberalization of the economy, India has turned into the
play area of major worldwide vehicles majors.

Page 8
2.1.2 HISTORY OF INDIAN AUTOMOBILE INDUSTRY

In 1991 Indian financial evolution has unfolded the industrial development in the creation of car
parts and activated by improved intensity and loose confinements winning in the Indian soil.
Various Indian car producers which includes Maruti Suzuki, Tata Motors and Mahindra &
Mahindra, have drastically extended both residential and global operation. The nation's dynamic
monetary development has cleared a strong street to the further extension of its residential
vehicles market. This fragment has truth be told welcomed a colossal measure of India-particular
venture by various multinational vehicles producers.

In 1940’s India introduced car industry and later when it got its independence, Government of
India and the private division got propelled its endeavors to set up a car part producing industry
to address the issues of the vehicles business.

In this manner, from its mode of transport of bullock truck to the introduction of plane, our
country has an extremely far voyage. Later on in the year 1899 the essential motorcar was
introduced in Indian lanes. Starting from this till the end of First World War, around 5500 autos
had straight forwardly transported into India from outside creators. There was more of creative
enthusiasm amongst the merchants to set up these autos and to showcase their talent.

In 1942 Hindustan Motors was introduced in India and in the year 1944 Premier Automobile was
introduced to produce vehicles. In the year 1946, PAL introduced the main auto in India, and the
vehicle parts were concentrated by HM. The development of this innovation was not much
empowering the industry. Later on in 60’s India introduced its two – three wheeler industry in
India and in 70’s it carried on the same. Since then Indian Car Industry got huge popularity and
had seek to open up Indian outside makers and partners.

It was in 1970 that Sanjay Gandhi imagined the production of Maruti cars which is referred
prominently as the general population's auto and it is Maruti which is known as wheels to the
country.

After 1970’s there was a huge development which was gained after implementation of tractors,
business vehicles and bikes. Indeed, even in those days autos were also something that which

Page 9
was not worthy extravagance. Later on at the end nation noticed that the Japanese makers had
build up Maruti Udyog.

In 1980s, there were few joint – wanders which was meant for remoulding bikes and business
vehicles which was produced by Japanese. Later on Government of India choosed Suzuki as a
joint dare to deliver little autos and the main auto of Maruti was taken off on Dec. 14, 1983 after
coordinated effort with Suzuki engines.

Taking after the monetary liberalization in 1991 and the debilitating of the permit raj, a few
Indian and multi-national auto organizations propelled their operations on the dirt. After this, car
part and car fabricating development astoundingly accelerate to meet the requests of residential
and fare needs.

Specialists had bought into their views that there was not much advancement made to the car
industry by the Indian Government at its beginning stage. Be that as it may, the liberalization
approach and different expense reliefs declared by the Government of India since the later past
have affirmed an essentially promising effect on this industry portion. Gauges uncover that
inferable from a few boosting elements. India sees its development of car industry around 18%
every year. Along these lines, worldwide car goliaths like Volvo, General Motors and Ford have
begun taking a gander in India as an imminent destination to build up and grow their industrial
operations.

2.1.3 EXPORTS OF INDIAN AUTOMOBILE INDUSTRY

Today, India is said to be one of the world’s biggest makers of little cars. The New York Times
has appraised India as an exceptionally solid designing base with a unique aptitude in the
stadium of assembling various minimal effort, fuel-productive autos has supported the
development arrangements of the assembling offices of various vehicles pioneers like Suzuki,
Hyundai Motors, Toyota, Volkswagen and Nissan.

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2.1.4 LIST OF TOP TEN CARS EXPORTED FROM INDIA DURING LAST
FINANCIAL YEAR 2015:

 Nissan Micra
 Hyundai i20
 VW vento
 Maruti Suzuki a-star
 Ford Ecosport
 Nissan sunny
 Hyundai Accent
 Hyundai i10
 Maruti Suzuki Alto
 Hyundai eon
 Ford Figo

2.1.5 INDIAN AUTOMOBILE INDUSTRY SEGMENTS

In India, Tata Motors is said to be the pioneer in manufacturing Indian business vehicles and
holds a market share of more than 60% . It also stands worlds 5th biggest producer of
overwhelming business vehicles.

Engine cycles fabricate makes up the real partake in the bike fragment of the Indian car industry.
Hero Honda holda up in producing half of the motorcycle and 45% of the bikes been produced
by the Honda. Bajaj has recognized as one of the pioneer in assembling three - wheeled vehicles
for transportation. The organization delivers around 67% of three wheelers utilized for traveler
transport as a part of India. The Indian traveller portion is overwhelmed with autos which make
up around 53% of traveler auto as the organization appreciate a whole restraining infrastructure
in assembling of multi reason.

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2.1.6 SEGMENTATION

The passenger car market can be divided into small cars, medium cars, luxury cars and super
luxury cars, and general purpose vehicles which were described below:-

1. The Small Car Segment: In Indian budget, small car segment is the largest segment.
It occupies nearly 70% of the market share. The prominent players in this segment are
MUL, Daewoo, Fiat, Tata; Maruti 800 is the cheapest car available to its popularity.
Most of the Indian Middle class family acquires Marti 800, Sandra, Esteem or Mates.
2. The Medium or Family Car Segment: This segmentation of the car only targets
those customers who already own a car but prefer in buying an extra car to set up their
status symbol and the eagerness in buying a luxurious car. The sales segmentation for
this is not be seen very high.
3. The Luxury Car Segment: This segment is the most crowded one with more than
five different companies, participating in the Mitsubishi Lancer from Hindustan
Motors, Esteem, Bale no, and 1000 from MUL, Celia, Executive and Nixies From
Daewoo, Astra from GM Escort from Ford , Wagon R, Versa and Esteem from
Maruti. Siena and Pail from Fiat, Accent from Hyundai, Honda City from GM is the
brands of this market
4. Super Luxury Car Segment: This segment consists of car, which has better features
like bigger engine and support more space cars like Mercedes Benz E- class come in
this segment. The market for this segment is very small and hence there is hardly any
competitor segment.

2.1.7 PORTFOLIO

The company has a portfolio of many brands, which includes the following-

 800
 Esteem
 Omni
 Ritz

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  Ertiga
 Versa
 Zen
 Zen Estilo
 Alto
 Grand Vitara XL-7
 SX-4
 Vitara
 Baleno
 Gypsy King
 Swift Series
 Wagon- R
 Kizashi
 A-star
 Celerio
 Ciaz

As of late, Maruti has made significant steps towards its objective of getting to be Suzuki Motor
Corporation's R and D center point at Asia. Maruthi Suzuki has presented redesigned renditions
of Wagon R Zen Esteem, totally outlined . Marti's commitment as the motor of development of
the Indian vehicle industry, undoubtedly has an effect on the way of life and mind of a whole era
of Indian working class, and it is broadly recognized. Its passionate interface among the client
proceeds. Toward the end of 2003-04, Maruti had a piece of the overall industry of more than 55
for each penny of the Indian traveler auto market. The organization had made sales more than 4,
21,000 traveler autos towards local business sector in 2003-04. It likewise traded more than
51,000 vehicles (most astounding following the time when it began sends out in 1986) amid the
year, yielding the growth of total count of sent out vehicles to more than 330000.

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Clients have appraised the organization number one in consumer loyalty once more in the J D
Power Survey 2004. Maruti is the main pioneer on the planet which had been positioned number
one in consumer loyalty, and the main organization to reach high grade consumer loyalty for five
consecutive years. The organization has additionally been positioned number one in J D Power
Sales Satisfaction Survey 2004. Maruti items including Maruti 800, the Zen and the Esteem have
been evaluated best autos in their classification altogether Customer Satisfaction Survey 2004
directed by TNS – Automotive, The Company's quality frameworks and practices have been
appraised as a "benchmark for the car business around the world" by A V Belgium, worldwide
reviewers for International Organization for Standardization. With regards to its initiative
position, Maruti underpins safe driving preparing and accomplices own and oversee 303 deals

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outlets crosswise over 189 Indian urban communities. The administration system covers 1000
towns and urban areas, supported by approved administration outlets.

Society of Indian Automobile Manufacturers:

The Society of Indian Automobile Manufacturers which can be short termed as SIAM is
considered as the crest of national alliance which is been recognised with the auto industry.

Indian Automotive Component Manufacturers Association:

The Automotive Component Manufacturers Association of India which can be short termed as
ACMA is with an enlistment of more than 370 associations, has been considered as the Indian
auto fragment industry's illustrative all through the past 50 years.

Western India Automobile Association:

WIAA was started on October 1919 and presently it is the greatest and said to be the most
prepared automotive body with more than fifty thousand people and an arrangement of 9
branches in 5 states of Western India.

As per the review done by IBEF (Indian Brand Equity Foundation) by 2020, India's offer in
worldwide traveler vehicle business sector will reach 8% which was 4% amid 2010-11. Some of
those variables are:

• Finance Availability
• Improved Infrastructure
• Growing request
• Rising Investments
• Policy Support
• Rising Family wage
• Favourable Duty & Tax Structure
• Poor Public Transport System

Page 15
2.1.8 GLOBAL BUSINESS

In August, 2008 Maruti has surpassed a point of reference by trading over 550,000 vehicles at its
first fare. Europe is said to be the biggest target of Maruti's fares and incidentally following the
principal business consignment of 510 units to Hungary in 1987, the 400,00 imprint was
surpassed by the consignment of 575 units to the same nation. The main 10 target areas of the
combined fares have been Netherlands, France, Chile, Hungary, Nepal, UK, Greece, Italy,
Germany and Poland in a specific order.

The Alto, which coincides with the Euro-3 standards, has been extremely well known in Europe
where historic points of about 250,000 vehicles were sent out by March 2009. Indeed, also in the
profoundly created and aggressive markets of UK, Netherlands, Germany, Italy and France.

2.2 COMPANY PROFILE

2.2.1 INTRODUCTION, MISSION & VISION

Mandovi Motors Pvt. Ltd. is recognized as the first and largest dealers of Maruti Suzuki Cars in
India. In the automobile industry, the organization has great enhancement and involvement for
about 75 years.

Shree Aroor Sripathi Rao is the controlling soul at the back of Mandovi Motors Pvt Ltd. His
aptitudes of big business bolstered by farsighted viewpoint pioneered a spearheading shadow in
the car field in the place where he grew up in Mangalore. The recognition for the maintained
improvement of the association and working up with its deals and administration units goes to
its author who has controlled the company of legitimacy through his efficient business intuition,
credits for association and careful tender loving care. His magnetic identity, significant learning
of the business sector and items, with his prescience has been influenced in gaining this
surprising ground conceivable. He was a donor and a dynamic pioneer with undaunted standards
who earned distinction for Mandovi Motors at the most for its exceptional performance.

Page 16
The organization has a solid society of brilliance in everything that it goes through. This criterion
had boosted up to win gigantic faithfulness with Customers, bringing about a huge rate of its
markets and with the help of regular customer.

Maruti is India's most saleable car. There is an assortment of Maruti car marks that has
overwhelmed the Indian streets. Maruti cars are buyable from the car dealerships, utilized car
merchants, car sites and car proprietors. Maruti car audits clarify the value of purchasing Maruti
Car. There are Maruti utilized car merchant and know more about the car costs. Mandovi Motors
Pvt Ltd has more than 2200 representatives and the organization is ensured as ISO-9001/2000 for
its quality framework by AIB global Ltd., Brussels a licensed body from Belgium.

This has likewise empowered Mandovi to turn into:

 It has been recognized as the first Automobile merchant in South India to cross an offer
of 45,000 cars in 1997.
 It has been recognized as the first Dealer in Karnataka to succeed an offer of over
100,000 cars.
 Consistently followed as in which it has recognized as the only dealer in Karnataka to
administration more than 19,500 cars.
 In Karnataka it is said to be the First Auto dealership who has got the ISO Certification.
 First Maruti merchant in India to get the highest position in JD Power consumer loyalty
study (Non Metro) Three times consecutively.

In the present scenario Mandoviags out to be the largest system when compared to the other
Maruthi merchants in Karnataka. It has got 5 Showrooms and 16 Sales Information Centers, 25
Workshops and 5 Showrooms for Used Car Sale (True Value). It has a group of more than 2550
devoted experts resolved to give the most ideal support of its clients.

Mission and Policies

In view of Corporate Culture, Mandovi Motors further change over their vision into more
unmistakable missions/approaches. Their administration work towards these mission in order to
lead the association in the sought heading. The accompanying are some of principle missions.

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 • Human Resources are an asset that should be considered important.
• All Appraisals and Incentives ought to be adjusted to be 100% Objective.
• Internal Recruiting ought to be first decision preceding setting outer enrollment
promotions.
• Strict Adherence to Expenses according to Budget

Vision

Surpassing client desire, charming the clients and to be India's top most dealership for MSIL.

Quality Policy

We at Mandovi vow to make quality a lifestyle through responsibility to nonstop change in

consumer loyalty and holding fast to quality administration framework.

2.2.2 OBJECTIVES

 Putting the new representative at ease

 Briefing them of the way of work
 Creating enthusiasm for his/her occupation and the organization
 Providing fundamental data about working game plans
 Indicating the norms of execution and conduct expected of him/her
 Informing him/her about training facilities
 Creating the sentiment of social security

2.2.3 ORGANISATION STRUCTURE

Chairman
Managing Director
Director
Chief General Manager
General Manager
Dy. General Manager

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 Assistant General Manager
Manager
Dy. Manager
Assistant Manager
Other staffs

2.2.4 MARKETING FUNCTION

Promoting is to be a common procedure by which the community acquire what they need,
regarding offering and trading items of the quality uninhibitedly with others. Additionally
Mandovi Motors likewise have a promoting instruments and practices to carry out the
advertising and offers of the cars in the showroom.

Fulfill the necessities and need of the client: By offering them the car model according to their
prerequisite with the most recent advancements.

Make utilities: Through notice daily paper distribution and other special techniques. Mandovi
Motors manages Maruti Suzuki and they additionally instruct individuals that they manage cars
as well as rescue vehicle and different utilities like free adjusting for the client and fund and
protection for the cars.

Trade of worth: If Maruti Suzuki WAGON-R cost Rs 436502/ - then Mandovi motorss ensure
that they teach the client that alongside the cars they likewise convey esteem like keen
innovation, brilliant security, shrewd comfort, savvy outsides and insides, 7 lively hues for
decision according to the client needs and needs.

Connections and Networks: Mandovi Motors goes for building long haul common fulfilling
association with key gatherings clients, suppliers, conveyance by considering the closing stages
and target to succeed and grasp their long haul inclination and car business. Successful markets
fulfill this by promising and conveying cars of high caliber and administrations at reasonable
costs to its client after some time.

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Promoting channels/Communication channel: Deliver messages to and get messages from car
purchasers. They incorporate daily papers, magazines; radio FM, TV, mail, phone. What's more,
internets advertising past these, correspondences are passed on by outward appearances and
apparel of the businessperson and different workers in Mandovi Motors, the look of showroom,
and numerous other media

Dissemination channels: To show or convey the cars or administrations to the purchaser or

client. They are physical conveyance channels and administrations appropriation channels, which
incorporate stockyard, transportation vehicles like truck vehicles to bring cars from assembling
unit in Gurgaun and different exchange channels, for example, wholesalers, and retailers. The
advertiser additionally utilizes offering channels to impact transportation with potential
purchasers.

Inventory network: The store network administration of the Maruti Suzuki cars extends from
crude materials to segments to definite items that are acquired from the assembling unit and
transported from the truck vehicles to the stockyard inside of 10 days. Pre-conveyance
examination is done to check the harms and if the investigation is carried out and if the state of
the car is help alright to Mandovi then client is designated the car according to the booking and
after that the car is send for the street test and the car gets enlisted and afterward send to the
showroom for the conveyance to definite purchasers.

Mandovi Motors additionally manages Maruti Genuine Accessories: Maruti Genuine

Accessories (MGA) is another activity to offer you superb adornments at aggressive costs. It
takes after world class building and outline procedures to add to every single thing of MGA.
Each MGA thing has immaculate mechanical and electrical similarity with the vehicle and offers
unmatched execution. These include:

1. Combination wheels
2. Entryway Visors
3. Carpets
4. For Lamps
5. Fashioner Mats

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 6. Stereo System
7. Security framework
8. Seat and Body covers

Mandovi Motors likewise manages True Value Showroom – Exchange cars/Sales and Services.
While purchasing, offering or trading a pre – claimed car, heading off to the opportune spot is
exceedingly critical. The individual can bring ones own odds with the nearby street side
technician or depend everlastingly on companions and partners or bet with arranged promotions
or repair an arrangement with the little – time utilized car merchants. On the other hand,
appreciate every one of the benefits of managing straightforwardly with India's most trusted cars.
In our try to give Quality, Reliability, Transparency and Convenience, Mandovi get all the
experience and ability that the individual as increased throughout the most recent a quarter
century authority in India.

2.2.5 SERVICE AT MANDOVI

Anyplace Service

Karnataka's”first Maruti Suzuki merchant since with greatest dealership system in the state
Bangalore (1984), Mysore (1986) and Mangalore (1989) city spread crosswise over 8 areas
Anywhere benefit through 23 areas as itemized underneath Other than the above, we are giving
redone entryway step administration through MMS in Bangalore (4nos), Mangalore (3nos), and
Mysore (3nos) We are arranging extra R-Outlets in country region where administration system
is not accessible Bangalore,” Mysore (2 areas), Mangalore (3 areas).”

Anytime Service

Round”the check administration gave in Bangalore (Wilson Garden) and Mangalore (Balmatta
Road), with the exception of on Sundays. In every other area our workshop opens for 12
working” hours. Round the clock breakdown help gave through MOS (Maruti On Road Service)
in Bangalore (7 nos), Mysore and Mangalore (4 nos). Round the clock Accident towing office
gave in Bangalore (3 nos), Mysore (1no.) and Mangalore (3 nos).”

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Any-day Service

We are dealing even with Sundays at all our outlets in Bangalore, Mysore and Mangalore.

Talented Manpower

In’Karnataka we have most astounding number of Maruti guaranteed Bronze Masters, Silver
Masters and Silver Technical Masters. Consistently Maruti conducts Skill Competition, in
Karnataka we have most noteworthy number of Regional Competition champs, Zonal
Competition victors and National Competition champs.”

2.2.6 COMPETITORS

Mandovi motors additionally confront rivalries from its opponents. There are 7 merchants of
Maruti and around 15 showrooms in Bangalore. They are:

1. Bimal Auto
2. Sagar Automobile
3. Kalyani
4. Garuda
5. RNS Motors
6. Shruti Motors
7. Pratham Motors

2.2.7 SWOT ANALYSIS

Strengths:

 Distributor system brand reliability

 Cost-powerful
 Low support and better maintenance
 Indian white collar class
 Low cost

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  High fuel proficiency
 Strong brand picture

Weakness:

 Lack of involvement in outside business sector.

 Low Resale esteem.
 Low motor limit.

Opportunity:

 High end car fragment

 Attracting youth
 Perspective immense business sector of government and programming organization
representatives

Threat:

 Stiff rivalry from nearby players.

 Rising client's desires.
 Increasing fuel cost
 Foreign brands in the market
 Small car rivalry.

Page 23
 CHAPTER 3

THEORITICAL BACKGROUND

3.1 INTRODUCTION TO CUSTOMER SATISFACTION

Satisfaction

Satisfaction is a component of adage execution and desire. In the occasion that the
implementation coordinates or surpasses with the wants and desires of the client, then the client
is fulfilled which then as a result is completely satisfied. On the prospect that the implementation
surpasses the needs, then the client is profoundly satisfied and charmed. On the other possibility
that the implementation does not coordinate with the desires, then the client is disappointed.
Accomplishment is a human's feeling of joy or disillusionment upcoming since of looking at an
product or service’s saw execution (out-come) in relation to his/her own desire. The connection
between consumer loyalty and client dedication is relative. The mode of producing high
customer commitment is by conveying elevated client regard. A company’s worth suggestion is a
great deal more than it's situating on a solitary quality. The greater part of the successful firms
are raising requirements and turning over exhibitions to coordinate with them. These
organizations mostly are departing for Total Customer Satisfaction which in a more simple way
is termed as TCS. Consumer allegiance is both an objective and a showcasing instrument.
Organizations that accomplish high consumer loyalty appraisals ensure that their objective
business sector is known.

Determining Customer contentment/satisfaction

Customer contentment is impacted mainly by certain products or services attractions and also by
the intuition of importance as anticipated. Fulfillment is likewise impacted by client's passionate
reactions, their attributions, and their view of value.

Customer Satisfaction may be defined as a qualitative measure where in a customer experiences

various degrees of satisfaction until the performance of the product matches his expectations.

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Product & service features along with emotions of customer play a vital role on level of
satisfaction.

American Customer Satisfaction Index (ACSI) is developed by a researcher from the Michigan
University to determine of value of merchandise and services as encountered by the consumers.
The various ways to evaluate client Satisfaction are as:

• Customer Loyalty Survey

• Phantom Shopping
• Lost Customer Analysis
• Protest & Suggestion System

Service and Product characteristics:

Customer faithfulness with a thing or organization is affected by on a very basic level by the
customer's evaluation of thing or organization highlights. Research has exhibited that customers
of organizations will make tradeoffs among different organization highlights (for example,
esteem level versus value versus appropriateness of work power versus intensity of
customization), dependent upon the sort of organization being evaluated and criticality of
organization.

Emotion of Client:

Client's ways of thinking with the products, services and administrations which can be steady
with previous feelings can also similarly persuade their examination of fulfillment.

Customer Loyalty:

The significance of consumer loyalty has been normally questioned as organizations logically
endeavor to audit it. Consumer loyalty can be knowledgeable about an extensive variety of
circumstances and connected with either items or arrangements. It is a very singular assessment
that is fundamentally influenced by client desires.

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Fulfillment additionally depends on the customer's knowledge of both the organization (the
"fragment of genuineness" as it is brought in industry writing) and individual results. A few
researchers decide a satisfied customer inside of the private business as "one who gets
noteworthy included quality" to his/her primary concern—an implying that might apply pretty
much too to open administrations. Client satisfaction differs with respect to the circumstance and
the items or solutions.

Customer satisfaction conceptualizes satisfaction as a steady, solitary construct driven by desires

and depends predominately on quantitative implications experienced by customers and fusing
subjective types of evaluation contribute extra bits of knowledge into customers lived encounters
of customer satisfaction. Finally, we express how taking a meaning‐ focused way to deal with
customer satisfaction can upgrade managers' capacity to comprehend what it intends to make
satisfaction. How do we assemble solid and imaginative companies that can survive and thrive
amid times of awesome change? As of late, we have adapted much about fruitful associations.
The accomplishment of such associations can be comprehended by how well the association
handles key fixings. With Strategies for Measuring Customer Satisfaction, Businesses have
figured out how to gather information on number measurements to make outer information or
customer satisfaction data. Generally solid deals mean customer satisfaction. Here and there it
implies that a business has an extraordinary item with next to zero rivalry by commonly deals
and customer satisfactions are corresponded. Customer reliability or rehash business is another
critical measurement of customer satisfaction.

In like way, whether the customer is fulfilled after association relies on upon the offer's
execution in relationship with the customer's longings. Fulfillment is a man's fallings of joy or
dissatisfaction coming to fruition on account of differentiating a thing's clear execution in
association with his or her cravings. As this definition clears up, fulfillment is a component of
saw execution and yearning. In case the execution comes up short concerning wishes, the clients,
the client is frustrated. If the execution facilitates the cravings, the clients are satisfied. If the
execution surpasses wishes, the clients are extremely satisfied or enchanted.

Various associations are going for high fulfillment since clients who are basically satisfied still
surmise that it's easy to switch when a predominant comes. The people who are exceedingly

Page 26
satisfied are significantly less arranged to switch. High fulfillment or joy makes an energetic link
with the product or the service, but not now a perceiving execution and the outcome is high
client commitment. The senior organization assumes that to a great degree satisfied or a
completely satisfied client is worth 10 times as much to the association as a satisfied client. An
astoundingly client is at risk to stay with them for various a bigger number of years and buy as
opposed to being satisfied. Fulfillment is the individual's assessments of pleasure or
disappointment coming to fruition in view of differentiating a thing's obvious regarding his or
her goals. With everything taken into account, if execution of the things organizes the wishes, the
client is said to be satisfied. As an industry phrase, Consumer devotion can be defined as the
measure of how the products and services supplied by an organization meet up or exceed the
client’s desires and wants. In an engaged business focus where business follows customers,
consumer constancy is considered as the main differentiator and logically has transformed into
an input segment of industry framework. In case execution surpasses wishes, the client is said to
be exceptionally satisfied or enchanted. In case the execution comes up short concerning wishes,
the client is said to be frustrated.

Phenomenal client administration results in more imperative client support, which consequently
achieves higher gainliness. Client reliability is a significant supporter to sensible benefit
advancement. To gain ground, an association must make overwhelming administration as the
following environment of the attachment. A reliable blend of all parts in the organization
advantage series – laborer fulfillment, regard creation, consumer loyalty, client endurance, and
advantage and improvement – interfaces all the fundamental stream of top client organization.
Various associations disregard that delightful client needs and constant regard advancement is
the principle approach to sensible improvement. This makes open entryways for new, tinier
associations to duplicate and improve what made their more prominent adversaries productive
regardless and take their clients. Affiliations' are consistently roused by holding existing
customers while focusing on non-customers. Measuring buyer reliability gives a sign of how
capable the firm is at giving organizations and/or associations to the business center.

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Attributions for Successful Service:

Attributions-the clear explanations behind events – sway perspective of satisfaction moreover.

When they have astounded by an outcome, buyer tend to hunt down the reasons, and their
assessments of the reasons which can affect their satisfaction level.

Index of National Customer Satisfaction:

On account of the significance of consumer loyalty to firms and general personal satisfaction
numerous nations have a national file that measures and tracks consumer loyalty at a full scale
level. Numerous open strategy creators trust that these measures could and ought to be utilized as
instruments for assessing the strength of the country's economy, alongside customary measures
of efficiency and cost.

Consumer loyalty lists start to get at the nature of monetary yield, though more conventional
financial pointers tend to concentrate just on amount.

American Customer Satisfaction Index (ACSI):

From the University of Michigan, an expert from the National Quality Research Center created
ACSI which is a gauge of the nature of products and administrations as practiced by buyers. The
assess tracks the customer recognitions crosswise over 200 firms speaking to all major monetary
divisions, including government offices. For every organization around 250 meetings are led
with current clients. Every organization gets an ACSI score processed from its client's view of
value, quality, fulfillment, desires, protests, and future devotion.

Client Expectations of Service:

Customer Expectations are feelings about organization transport that limits as benchmarks or
reference center against which implementation is judged. Since customers differentiate their
impression of implementation and these reference centers while evaluating organization quality,
through finding out about customer goals is fundamental to organizations publicists. Grasping
what the customer expects is the first and conceivably most fundamental step in passing on
quality organization. Being off kilter about what customers need can mean expending money,

Page 28
time, and diverse resources on things that don't count to the customer. Being off course can
smooth means not making due in an uncontrollably engaged business division.

Client Perceptions:

How clients see administrations, how they evaluate whether they have encountered quality
administration, and whether they are fulfilled. Customers consider organizations to be far as the
way of the organization and how satisfied they are for the most part talking with their
experiences. These customer – arranged terms – quality and satisfaction have been the focal
point of thought for executives and authorities a like over the span of the latest decade or more.
Associations today see that they can battle more sufficiently by isolating themselves with respect
to organization quality and upgraded purchaser commitment.

Fulfillment versus Service quality:

Specialists and scholars in the well known press tend to utilize the terms fulfillment and quality
conversely, however examines have endeavored to be more exact about the implications and
estimations of the two ideas, bringing about extensive verbal confrontation. Agreement is
developing that the two ideas are on a very basic level distinctive as far as their hidden causes
and results. Even though certain things are in similar manner, performance is for the most part
adage as an added extensive idea, while administration excellence and evaluation concentrate
predominantly on the capacity of administration. In light of this perspective, adage
administration excellence is a fragment of consumer allegiance.

3.2 MEASURING CUSTOMER SATISFACTION

Fulfillment is a man's feeling joy or dissatisfaction coming to fruition in light of a differentiating

saw execution regarding his or her craving. If the execution comes up short concerning their
wish, then the client is baffled and if the carrying out surpasses their longings, the client is
satisfied. On the likelihood that the implementation surpasses want, the consumer is particularly
satisfied or charmed. In today's forceful circumstance firms dependably tries to satisfy their
present client to get more clients in every regards. To meet the fancied yearning of clients,
associations needs to look at all parts of items, administrations, organizations and clearly
monetary circumstance, else they may be out of the race. Car industry has the similar

Page 29
forcefulness and every organization and its system in the business is dependably functioning for
improving their terms and services.

In this way, going for consumer loyalty is the most difficult part of any association since it
demonstrates their potential and position in the business sector.

3.3 METHODS TO MEASURE CUSTOMER SATISFACTION

An organization's instruments for following and measuring Customer Satisfaction range from
primitive to the refined techniques. Organizations use taking after strategies to quantify how
much Customer Satisfaction they are making.

Lost Customer Analysis:

Organizations ought to contact clients who have quit purchasing or have changed to another
supplier to learn why this happened.

Protest and Suggestion System:

A client focused association would make it simple for its clients who convey recommendation
and grievances. Numerous eateries and inns gives from visitors to report their preferences and
aversions. A few organizations set up client hot line with without toll numbers to amplify the
simplicity with which clients can ask, make recommendations or protestations. This illuminate
activity streams give this organizations numerous smart thoughts and empower then to act all the
more quickly to determine issues.

Phantom Shopping:

Organizations can employ persons to act like potential purchasers to report their discoveries on
solid and frail focuses they encountered in purchasing the organization's and rivals item.

Consumer loyalty Survey:

An organization may not presume that it can get a full picture of consumer loyalty and
disappointment by essentially running a consistent and proposal framework. Organizations can't
utilize protestation level as a measure of consumer loyalty. Responsive organizations acquire an
immediate measure of the consumer loyalty by directing studies. They send polls or make

Page 30
telephone call to arbitrary example of their late client to discover how they feel about different
parts of the organization's execution. They will request purchaser's perspective on the
contenders.

Consumer loyalty can be measured in various ways. It can be measured straightforwardly by

asking demonstrate how fulfilled you are with administration X on the accompanying scale:

• Highly Dissatisfied
• Dissatisfied
• Indifferent
• Satisfied
• Highly Satisfied

Along these lines, Respondents can be requested that too rate the amount they expected of a
specific characteristic furthermore the amount they expected it. (Determined Satisfied)

Another technique is to request that respondents list any issues they have had with the offer and
to rundown any changes they could recommend. (Issue Analysis).

At long last, organizations could solicit respondents to rate different components from the offer
as far as the significance of every component and how well the association performed every
component. (Significance, Performance rating).

The last technique helps the organization to know whether it is under – performing on imperative
components and over – performing on moderately irrelevant components. While gathering
consumer loyalty information it would be valuable requesting that extra investigation to measure
the client's repurchase expectation. This will ordinarily be far above the ground if the consumer
dependability is high. It is valuable to gauge the probability or eagerness to prescribe the
organization and brand to different persons. A high positive word or mouth score shows that the
organization is creating high consumer loyalty.

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3.4 SIGNIFICANCE

The companies extensively concentrate on the intensity of fulfillment in the midst of clients for
which exploratory research is carried out to check the fulfillment intensity amid the clients of
Maruti Suzuki as their conspicuous tag line also describes as "Count on us".

Consumer faithfulness is described as "the sum of clients or the rate of overall clients, whose
encounter and contribution with a particular firm, its things, and its organization services
surpasses the guaranteed fulfillment destinations. The study generally focuses on the fulfillment
of a client to the Maruti Suzuki association for the examination of fulfillment. The example
layout taken for the study is useful for social occasion the data.

Consumer loyalty is the key component in knowing the accomplishment of any business ans in
this way it is basic to gage it and to find the segments that impact the consumer loyalty. Clients
are well on the way to welcome the items and administrations they get, gave that they are made
to feel remarkable. This happens when they feel that the items and administrations that they buy
have been incredibly made for them or for people, for example, them. Expanding hoisted
measures of consumer loyalty is crucial to a business in light of the way that satisfied purchasers
are bound to be loyal to a business.

The customer is the center of endeavoring endeavors. The advanced showcasing idea delineates
the genuine centrality of customer conduct is changing. It is the customer inclination whether
positive or negative that makes or damages the profile position of the given product or service.
The study of customer conduct takes us to the bases of why a buyer has positive or negative
inclination. The customer is a man who purchases products or services at some cost. The
achievement of an enterprise vigorously relies on upon customer satisfaction. It is the time of
customer period. Each customer knows his privilege and obligations. The relationship in the
middle of customer and dealer is extremely vital. There ought to be normal, smooth and inviting
relationship in the middle of customer and dealer. At the point when there is no warm
relationship in the middle of customer and vender, then there will be an awesome risk for the
survival of the business.

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Fulfillment in like manner relies on upon the client's familiarity of both the association (the
"piece of certainty" as it is acquired industry composing) and individual results. A couple of
specialists choose a fulfilled client within the private business as "one who gets huge included
quality" to his/her principle concern—an inferring that may apply basically too to open
organizations. Consumer loyalty shifts as for the condition and the things or courses of action.

The significance of consumer loyalty has been for the most part addressed as associations
persistently attempt to review it. Consumer loyalty can be educated around a broad assortment of
circumstances and associated with both things and game plans. It is a significantly particular
evaluation that is on a very basic level impacted by client wants.

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 CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

Table 4.1- Showing data on Respondent’s Gender

S. No Gender Frequency Percent Valid Percent Cumulative

Percent
1 Male 72 72.0 72.0 72.0
2 Female 28 28.0 28.0 100.0
3 Total 100 100.0 100.0

Analysis: From the above table it is clear that 72 percent of respondents are Male and 28 percent
of respondents are Female in Gender.

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Chart 4.1- Displaying Gender of Respondents

Interpretation: From the above pie chart it is very clear that Male is dominating in the survey
taken, as the people who visit showroom for service are generally would be male and the rest
Female are those who are part of decision making process.

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Table 4.2- Showing Age group of Respondents

S. No Age group Frequency Percent Valid Cumulative

Percent Percent
1 18-25 17 17.0 17.0 17.0
2 25-35 48 48.0 48.0 65.0
3 35-45 13 13.0 13.0 78.0
4 Above 45 22 22.0 22.0 100.0
5 Total 100 100.0 100.0

Analysis: From the above table it is clear those respondents with 25-35 age group is dominating
more with 48 percent, followed by above 45 age group with 22 percent and then 18-25 age group
with 17 percent and finally 35-45 age group with 13 percent.

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Chart 4.2- Displaying Respondent’s Age group

Interpretation: The respondents with age group of 25-35 visits Mandovi motors more as this
age group contains employees who are settled and buys car, followed by above 45 age group
people who are older and settled and depends on only that for the means of transportation.

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Table 4.3- Showing data on respondent’s Income level

S. No Income level Frequency Percent Valid Cumulative

Percent Percent
1 1,00,000- 8 8.0 8.0 8.0
3,00,000
2 3,00,000- 24 24.0 24.0 32.0
6,00,000
3 6,00,000- 43 43.0 43.0 75.0
9,00,000
4 9,00,000- 12 12.0 12.0 87.0
12,00,000
5 Above 13 13.0 13.0 100.0
12,00,000
6 Total 100 100.0 100.0

Analysis: From the above table it is clear that respondents with income level of 3 lakhs to 9
lakhs are high with 43 percent followed by respondents with income level 3 lakhs to 6 lakhs of
24 percent, then above 12 lakhs income level respondents with 13 percent and then 9 lakhs to 12
lakhs income level respondents with 12 percent and finally respondents with income level 1 lakh
to 3 lakh of 8 percent.

Page 38
Chart 4.3- Displaying Income level of respondents

Interpretation: From the above chart it is clear that a family with income group of below 12
lakhs would buy a Maruti Suzuki range cars which is clearly shown in the chart plotted.

Page 39
Table 4.4- Showing Data of Car Owned by Respondents

S. No Car Owned Frequency Percent Valid Cumulative

Percent Percent
1 Alto 8 8.0 8.0 8.0
2 Swift Series 39 39.0 39.0 47.0
3 Wagon-R 16 16.0 16.0 63.0
4 Celerio 8 8.0 8.0 71.0
5 Ertiga 6 6.0 6.0 77.0
6 Ritz 9 9.0 9.0 86.0
7 Estilo 5 5.0 5.0 91.0
8 A-Star 4 4.0 4.0 95.0
9 Ciaz 5 5.0 5.0 100.0
10 Total 100 100.0 100.0

Analysis: From the above table it is clear that Swift series cars are leading with respect to car
owned by respondents with 39 percent and followed by Wagon R with 16 percent and the other
cars like Alto, Celerio, Ertiga, Ritz and others takes the small portion of share.

Page 40
Chart 4.4- Displaying the Car owned by respondents

Interpretation: From the above chart it is clear that Swift series cars are doing well in the
market where most of the respondents to whom survey has taken own Swift car and followed by
Wagon – R where these two vehicles can be considered as golden ducks for Maruti Suzuki.

Page 41
Table 4.5- Showing data on Respondent’s purchase on Mandovi Motors

S. No Purchase at Frequency Percent Valid Cumulative

Mandovi Percent Percent
1 Yes 63 63.0 63.0 63.0
2 No 37 37.0 37.0 100.0
3 Total 100 100.0 100.0

Analysis: From the above table it is clear that respondents who purchased their car from
Mandovi motors which is an authorized dealer for Maruti Suzuki is 63 percent and the rest 37
percent are respondents who didn’t purchase their car from Mandovi motors.

Page 42
Chart 4.5- Displaying on Purchase at Mandovi Motors

Interpretation: From the above chart it is clear that respondents who purchased their car at
Mandovi motors choose to make their regular services at Mandovi motors itself which is by
majority of respondents with 63 percent and the rest of the respondents purchased from different
dealers but servicing is made at Mandovi motors. This might be because of location nearby or
service excellence.

Page 43
Table 4.6- Showing data on Car services received from Mandovi Motors

S. No Car Services Frequency Percent Valid Cumulative

Percent Percent
1 One 36 36.0 36.0 36.0
2 Two 16 16.0 16.0 52.0
3 Three 19 19.0 19.0 71.0
4 Four 7 7.0 7.0 78.0
5 More than 4 22 22.0 22.0 100.0
6 Total 100 100.0 100.0

Analysis: From the above data it is clear that respondents who are visiting Mandovi motors for
the first time are high in frequency with 36 percent which is followed by those with more than 4
services as 22 percent followed by those with three services as 19 percent and two services by 16
percent and finally 7 percent by those respondents with four visits.

Page 44
Chart 4.6- Displaying Frequency of Car services

Interpretation: From the above chart it is clear that the maximum of respondents are the one
time service receivers from the Mandovi motors and they are going to be future of the
organization if we handle them and provide them good service and good ambience.

Page 45
Table 4.7- Showing data on Premises rating of Mandovi Motors

S. No Premises Frequency Percent Valid Cumulative

Rating Percent Percent
1 Excellent 23 23.0 23.0 23.0
2 Good 43 43.0 43.0 66.0
3 Average 15 15.0 15.0 81.0
4 Poor 13 13.0 13.0 94.0
5 Bad 6 6.0 6.0 100.0
6 Total 100 100.0 100.0

Analysis: From the above data it is clear that 43 percent of respondents say that the premises and
ambience provided by Mandovi motors is good followed by Excellent review with 23 percent
then average with 15 percent which is followed by poor review with 13 percent and finally bad
review with 6 percent.

Page 46
Chart 4.7- Displaying data on Premises and Ambience rating

Interpretation: From the above chart it is clear that those respondents who rated good review
are 43 percent which is highly dominating in the survey and respondents with excellent review
are 23 percent, here this should be taken care by the organization to convert good respondents to
Excellent for the customer retention in long time.

Page 47
Table 4.8- Showing data of Satisfaction level on Staff performance at Mandovi Motors

S. No Staff Frequency Percent Valid Cumulative

Performance Percent Percent
1 Excellent 40 40.0 40.0 40.0
2 Good 41 41.0 41.0 81.0
3 Average 16 16.0 16.0 97.0
4 Poor 3 3.0 3.0 100.0
5 Total 100 100.0 100.0

Analysis: From the above table it is clear that 41 percent of respondents have chosen good rating
followed by 40 percent with excellent rating and then 16 percent with average and finally
remaining 3 percent with poor rating.

Page 48
Chart 4.8- Displaying data on Satisfaction level on Staff performance at Mandovi Motors

Interpretation: From the above chart, good rating chosen respondents and excellent are almost
same with difference of one percent here the organization has to take care with the respondents
of average with 16 percent and poor with 3 percent because the staff level should always be 100
percent else the respective training should be provided.

Page 49
Table 4.9- Showing data on Satisfaction level on Prices at Mandovi Motors

S. No Prices Frequency Percent Valid Cumulative

Percent Percent
1 Very High 38 38.0 38.0 38.0
2 Reasonable 48 48.0 48.0 86.0
3 Low 7 7.0 7.0 93.0
4 Cheap 7 7.0 7.0 100.0
5 Total 100 100.0 100.0

Analysis: From the above table it is clear that 48 percent of respondents say prices are
reasonable at Mandovi motors and followed by 38 percent with very high and rest 14 percent
with low and cheap.

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Chart 4.9- Displaying data on Satisfaction level of respondents on Prices at Mandovi
Motors

Interpretation: From the above chart, Prices for services are never been an issue for any
customer if he receives a satisfactory service. But the feeling of very high prices which is been
raised in minds of customers should be taken care with best service providing.

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Table 4.10- Showing data on Satisfaction level on Demo and Information provided by staff
at Mandovi Motors

S. No Demo Frequency Percent Valid Cumulative

Percent Percent
1 Yes 47 47.0 47.0 47.0
2 No 43 43.0 43.0 90.0
3 Undecided 10 10.0 10.0 100.0
4 Total 100 100.0 100.0

Analysis: From the above table it is clear that 47 percent of respondents have said that they are
satisfied with the demo and information provided and 43 percent of respondents are not satisfied
and the rest of 10 percent respondents have no idea.

Page 52
Chart 4.10- Displaying Satisfaction on Demo and Information provided by staff at
Mandovi Motors

Interpretation: From the above chart we can interpret that information given by the staff to the
consumers on demo or any technical issues has been satisfiable for maximum respondents but
those respondents who say No are important for the organization to take care on training to be
provided.

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Table 4.11- Showing data on Satisfaction level on Service delivery at Mandovi Motors

S. No Service Frequency Percent Valid Cumulative

Delivery Percent Percent
1 Excellent 35 35.0 35.0 35.0
2 Good 33 33.0 33.0 68.0
3 Average 8 8.0 8.0 76.0
4 Poor 14 14.0 14.0 90.0
5 Bad 10 10.0 10.0 100.0
6 Total 100 100.0 100.0

Analysis: From the above table it is clear that 35 percent of customers say service delivery is
excellent and 33 percent say good followed by 14 percent who say it is poor and 10 percent who
says it is bad and remaining 8 percent saying that it is average.

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Chart 4.11 Displaying Satisfaction level on Service delivery at Mandovi Motors

Interpretation: From the above chart we can interpret that the service delivery provided at
Mandovi motors are mostly welcomed by the customers with their rating being excellent and
good but however about 32 percent customers are not completely satisfied with their service
delivery which the organization should take care to have better results.

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Table 4.12- Showing data on Satisfaction level on Home pick-up Service

S. No Home pick-up Frequency Percent Valid Cumulative

Service Percent Percent
1 Yes 86 86.0 86.0 86.0
2 No 9 9.0 9.0 95.0
3 Undecided 5 5.0 5.0 100.0
4 Total 100 100.0 100.0

Analysis: From the above table it is clear that 86 percent respondents are satisfied with the
Home pick-up service while in-contrary 9 percent respondents are not okay with this service and
the rest 5 percent haven’t tried and are undecided with this service.

Page 56
Chart 4.12- Displaying Satisfaction level on Home pick-up Service

Interpretation: From the above chart it is clear that those respondents who have experienced
this home pick-up service are mostly completely satisfied and would like to prefer it again
whereas there are few respondents who are not satisfied with this service and even some are not
aware so it’s the organizations responsibility to carry out certain actions to satisfy customers in
every possible means.

Page 57
Table 4.13- Showing data on Overall Satisfaction level with Maruti Suzuki

S. No Overall Frequency Percent Valid Cumulative

Satisfaction Percent Percent
1 Excellent 60 60.0 60.0 60.0
2 Good 19 19.0 19.0 79.0
3 Average 11 11.0 11.0 90.0
4 Poor 7 7.0 7.0 97.0
5 Bad 3 3.0 3.0 100.0
6 Total 100 100.0 100.0

Analysis: From the above table it is clear that about 60 percent respondents have rated excellent
followed by 19 percent being good and 11 percent being average and the rest 10 percent being
poor and bad with respect to Maruti Suzuki.

Page 58
Chart 4.13- Displaying Overall Satisfaction level with Maruti Suzuki

Interpretation: From the above chart it is clear that about more than half of the respondents are
completely satisfied with Maruti Suzuki and also there are some respondents who are not
satisfied, so it’s the company’s responsibility to improve their service and maintenance to have
better customer retention to happen.

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Table 4.14- Showing data on Overall Satisfaction level on Mandovi Motors

S. No Overall Frequency Percent Valid Cumulative

Satisfaction Percent Percent
1 Excellent 45 45.0 45.0 45.0
2 Good 23 23.0 23.0 68.0
3 Average 17 17.0 17.0 85.0
4 Poor 6 6.0 6.0 91.0
5 Bad 9 9.0 9.0 100.0
6 Total 100 100.0 100.0

Analysis: From the above table it is clear that about 68 percent of respondents have rated
excellent and good for the overall satisfaction level on Mandovi motors whereas 17 percent are
as average and the rest 15 percent being poor and bad rating by the respondents.

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Chart 4.14- Displaying Overall Satisfaction level on Mandovi Motors

Interpretation: From the above chart we can interpret that Mandovi motors is having an overall
satisfaction rating as 68 percent which includes excellent and good rating from the respondents
and the remaining being average, poor and bad which the organization should take into account
and take the needy measures to stay ahead in this competitive industry.

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Table showing cross table for overall satisfaction in Maruti Suzuki
and Car owned by respondents

Car owned Total

Alto Swift Wagon- Celerio Ertiga Ritz Estilo A Star Ciaz
series R
Excellent 2 22 11 5 5 6 2 2 5 60
Good 3 9 3 1 1 1 1 0 0 19
Overall
Average 3 2 2 1 0 1 1 1 0 11
Satisafaction
Poor 0 5 0 1 0 1 0 0 0 7
Bad 0 1 0 0 0 0 1 1 0 3
Total 8 39 16 8 6 9 5 4 5 100

Hypothesis: H0: There is no significant relationship between overall satisfaction in Maruti

Suzuki and car owned by respondents.
H1: There is significant relationship between overall satisfaction in Maruti Suzuki and car
owned by respondents.

Table showing Chi-square test values for overall satisfaction in Maruti Suzuki
and car owned by respondents.

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 35.314a 32 .314
Likelihood Ratio 33.709 32 .385
Linear-by-Linear Association .232 1 .630
N of Valid Cases 100

RESULT:
The above said hypothesis was tested by using Chi-square test with the help of statistical
package spss20 it was tested with the level of significant the above table shows the cross
tabulation and Chi-square results. In the table the p value .314 which is greater than 0.05, i.e.
there is an evidence to accept the null hypothesis. Hence there is no significant difference
between overall satisfaction in Maruthi Suzuki and Car owned by respondents.

Page 62
 CHAPTER 5
FINDINGS, SUGGESTIONS & CONCLUSION

5.1 FINDINGS

 With respect to Gender, there are about 72 percent of Male respondents and 28 percent of
Female respondents.
 Those respondents with 25-35 age group is dominating more with 48 percent, followed
by above 45 age group with 22 percent and then 18-25 age group with 17 percent and
finally 35-45 age group with 13 percent.
 Respondents with income level of 3 lakhs to 9 lakhs are high with 43 percent followed by
respondents with income level 3 lakhs to 6 lakhs of 24 percent, then above 12 lakhs
income level respondents with 13 percent and then 9 lakhs to 12 lakhs income level
respondents with 12 percent and finally respondents with income level 1 lakh to 3 lakh of
8 percent.
 Swift series cars are leading with respect to car owned by respondents with 39 percent
and followed by Wagon R with 16 percent and the other cars like Alto, Celerio, Ertiga,
Ritz and others takes the small portion of share.
 Respondents who purchased their car from Mandovi motors which is an authorized dealer
for Maruti Suzuki is 63 percent and the rest 37 percent are respondents who didn’t
purchase their car from Mondovi motors but from some other dealers.
 Respondents who are visiting Mandovi motors for the first time are high in frequency
with 36 percent which is followed by those with more than 4 services as 22 percent
followed by those with three services as 19 percent and two services by 16 percent and
finally 7 percent by those respondents with four visits.
 43 percent of respondents say that the premises and ambience provided by Mandovi
motors is good followed by excellent review with 23 percent then average with 15
percent which is followed by poor review with 13 percent and finally bad review with 6
percent.

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 41 percent of respondents have chosen good rating followed by 40 percent with excellent
rating and then 16 percent with average and finally remaining 3 percent with poor rating
for the staff performance at Mandovi motors.
 48 percent of respondents say prices are reasonable at Mandovi motors and followed by
38 percent with very high and rest 14 percent with low and cheap.
 47 percent of respondents have said that they are satisfied with the demo and information
provided whereas 43 percent of them are not satisfied and with the rest 10 percent
respondents have no idea.
 35 percent of customers say service delivery is excellent and 33 percent say good
followed by 14 percent who say it is poor and 10 percent who says it is bad and
remaining 8 percent saying that it is average.
 86 percent respondents are satisfied with the Home pick-up service while in-contrary 9
percent respondents are not okay with this service and the rest 5 percent haven’t tried and
are undecided with this service.
 60 percent respondents have rated excellent followed by 19 percent being good and 11
percent being average and the rest 10 percent being poor and bad with respect to Maruti
Suzuki.
 68 percent of respondents have rated excellent and good for the overall satisfaction level
on Mandovi motors whereas 17 percent are as average and the rest 15 percent being poor
and bad rating by the respondents.

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5.2 SUGGESTIONS

Mandovi Motors can concentrate on specific angles like:

• They go for specific activities at the undertaking level like Six Sigma wherein they can
keep up and enhance the nature of the workforce in the association.
• They can go for some other information base additionally like "Merchant Management
System" wherein they can have 2 way stream of data with the client the more
successfully. They can utilize database for future contact and reference.
• They can search for more imaginative measures to do the promotions and advancement
so that to increase and attract the clients to get pulled in.
• They can propose Maruti Suzuki to offer more liberal markdown amid Festival Season
like Navratra, Dusshera, and Diwali to outfit – up their deals to much better level.
• They can go for having a quality control division which can screen all the everyday
exercises of the distinctive office and can offer criticism to individuals contingent upon
their execution.
• Skill based preparing ought to be given to have better and successful results.

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5.3 CONCLUSION

Mandovi Motors says “That cost of a car is only 33% of what it costs more than its duration",
which means that maintaining and keeping up it both efficient and effective in performance
makes the other 66%. And by taking into consideration of the records value, resale quality and its
genuine expense turns out to be clear. Maruti Suzuki remains for quality as much the way things
are performed and that makes Mandovi Motors Pvt Ltd as one of the main dealers of Maruti
Suzuki cars in Bangalore. Despite rising input costs, they attempt their best to hold costs down
according to expressed by Maruti Suzuki. Their running expenses and resale qualities are superb
as well. Nothing coordinates the pleasure cars convey. Maruti Suzuki proprietors expressed that
they would prescribe the car they drive to another person. It says "You don't purchase a Maruti
Suzuki, You put resources into it". Mandovi Motors convey satisfaction on sales, item quality,
vehicle execution and performance, after-sales maintenance and service, brand picture and cost-
of-possession. Mandovi Motors have uniform pricing and great quality. They are oriented driven
organization and have more variants of car offering with greatest offers when contrasted with
different brands. They likewise offer great service and even spare parts are shabby when
contrasted with some other brand with low costs and dependable quality.

Page 66
 BIBLIOGRAPHY

REFERENCE BOOKS

1. J.Llian Mercer, “Great Customer Service”, Allen and Unwin Publishing, New Delhi,
2003.
2. Richard F.Gerson, “Measuring Customer Satisfaction”, Viva Books (P) Ltd, New
Delhi, 2004.
3. Rust, R.T. and Zahorik, A.J., “The value of customer satisfaction”, Working Paper,
Vanderbilt University, 1991.

REFERENCE JOURNALS

1. Anderson, G., “Customer Satisfaction and Word-of-Mouth”, Journal of Service

Research, 1 (1), 1998, pp. 5-17.
2. Glenn B. Voss, Parasuraman A., and Dhruv Grewal, “The Roles of Price,
Performance, and Expectations in Determining Satisfaction in Service Exchanges,
Journal of Marketing, Vol. 62, No.4, October 1998, pp.87-91.
3. Hallowell, Roger, “The relationships of customer satisfaction, customer loyalty, and
profitability: an empirical study”, International Journal of Service Industry
Management, Vol. 7, No. 0956-4233, February 1996, pp. 27-42.

WEBSITES

• www.google.in
• www.maruti.net
• www.mandovi.in
• www.automobile.com
• www.theacsi.org
• www.csmassociation.com

Page 67
 ANNEXURE

“A Study on Customer Satisfaction on Services offered at Mandovi Motors-

Authorized Maruti Suzuki Dealers”

Dear Sir/Madam

I, GOWTHAM.R a final year MBA student of New Horizon College of Engineering, Bangalore,
affiliated to Visvesvaraya Technological University (VTU) bearing USN 1NZ14MBA14 have
been doing summer project work of 10 weeks period at Mandovi Motors for the partial
fulfillment of MBA degree. A market study is also a part of project work, so I need your valuable
feedback and hereby I request you to give following candid information.

Thank you

QUESTIONNAIRE

1. Name :
2. Gender :
(a) Male
(b) Female
3. Which age group you belong to?
(a) 18-25
(b) 25-35
(c) 35-45
(d) Above 45
4. Which Income Group you belong to?
(a) 1,00,000-3,00,000
(b) 3,00,000-6,00,000
(c) 6,00,000-9,00,000
(d) 9,00,000-12,00,000

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 (e) Above 12, 00,000
5. Which Maruti Suzuki car do you own?
(a) Alto
(b) Swift series
(c) Wagon-R
(d) Celerio
(e) Ertiga
(f) Ritz
(g) Estilo
(h) A-Star
(i) Ciaz
(j) Others (please specify):
6. Did you purchase your Maruti Suzuki car at Mandovi Motors?
(a) Yes
(b) No
7. How many car services (free and paid) you received from Mandovi Motors?
(a) One
(b) Two
(c) Three
(d) Four
(e) More than 5 (regular service maker)
8. How do you rate the Service centre premises, Waiting hall and Ambience at Mandovi
Motors?
(a) Excellent
(b) Good
(c) Average
(d) Poor
(e) Bad
9. How do you rate Staff at Mandovi Motors on their politeness, cooperativeness and
responsiveness?
(a) Excellent

Page 69
 (b) Good
(c) Average
(d) Poor
(e) Bad
10. What do you feel about Prices been charged at Mandovi Motors?
(a) Very High
(b) Reasonable
(c) Low
(d) Cheap
11. Are you satisfied with the Demo or the explanation given by the Tech team while
purchasing or during servicing of Car?
(a) Yes
(b) No
(c) Undecided
12. How would you rate on Service Delivery and Spare parts availability at Mandovi
Motors?
(a) Excellent
(b) Good
(c) Average
(d) Poor
(e) Bad
13. Are you satisfied with the Home pickup and home delivery and online slot booking for
servicing system of Mandovi Motors?
(a) Yes
(b) No
(c) Undecided
14. Rate your overall satisfaction with Maruti Suzuki cars
(a) Excellent
(b) Good
(c) Average
(d) Poor

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 (e) Bad
15. Rate your overall satisfaction with services offered by Mandovi Motors?
(a) Excellent
(b) Good
(c) Average
(d) Poor
(e) Bad
16. Any Suggestions to improve the Services offered by Mandovi Motors:

Page 71