Mr.

Arun Babu

3rd BBA

TKM Centre for Higher Education,

Kollam, Kerala.

Declaration

I here by declare that this project entitled “A study on Customer-Satisfaction

of After Sale Service in Sarathy Auto cars, Kollam,” is for award of the
degree of Bachelor of Business Administration to Mahatma Gandhi
University is my genuine and banafide records of research work is carried out
during the period of study in TKM Centre for Higher Education, Kollam, under
the guidance of Mrs. Thasni, BBA Faculty in department of Management
studies.

Place: Kollam (Arun Babu)

Date: Reg. No: 41180

Table of Contents
 S. No. Particulars Page N.
Declaration
Certificate
Acknowledgement
List of Contents
List of Tables
List of Charts

Chapter I Introduction
1.1 Service Concept
1.2 Marketing Concept
1.3 A Broad Sketch of Indian Customer
1.4 The Buyers Behavior is Influenced by four major factors
1.5 Organizational Markets and Buyer Behavior
1.6 Limitation of the study
1.7 Statement of the Problem
1.8 Scope of the Study
1.9 Objectives of the Study
1.10 Period of the Study
1.11 Sample design
1.12 Importance of the Study
S. No. Particulars Page N.
1.13 Sampling Procedure
1.14 Tools Used for Analysis
1.15 Types of Study
1.16 Types of Study
1.17 Sources of Information
1.18 Tools for Primary Data Collection
1.19 Areas of the Study
1.20 Scheme of Reporting

Chapter II Review of Literature

Chapter III Industry Profile

Sarathy Auto Cars.
Company profile (Maruti)

Chapter IV Theoretical Frame Work

4.1 Marketing
4.2 Customer satisfaction

Chapter V Data Analysis and Interpretation

Chapter VI Findings, Suggestions and Conclusions

findings
 suggestions
Conclusions
Bibliography
Appendix
Questionnaire

List of Tables
Table No. Title Page No.
1 Classification Based on Age.
2 Classification Based on Occupation.
3 Awareness About Sarathy Auto Cars .
4 Response from the Reception to the Customers.
5 Reason for Choosing Sarathy Auto Cars for Maruti Vehicles.
6 Cleanliness of the Outlets.
7 Getting a Service Appointment.
8 Courtesy and Acknowledgement of the Service Adviser.
9 Post Service Follow-Up System.
10 Relationship of the Employees With Customers.
11 Opinion About the Vehicle Delivery to Proposed Time.
12 Cleanliness of Vehicle at the Time of Delivery.
Table No. Title Page No.
13 Clear Explanation of Service Performed and Charged at the Time

of Vehicle Delivery.
14 Service Offered by Sarathy is Good as Compared to Other.
15 Special Facilities at the Time of Vehicle break down.
16 Amount Charged for Service.
17 Understanding of Vehicle Specific Problems By the Service Staff.
18 Problems After Servicing the Vehicle
19 Overall Performance of Sarathy Auto Cars as Compared to other

Service Provider.
20 Customer opinion Regarding Recommendation.
CHAPTER – 1
Introduction
CHAPTER – 2
Review of Literature
CHAPTER – 3
Company Profile
CHAPTER – 4
Theoretical framework
 CHAPTER – 5
Analysis & Interpretation
 CHAPTER – 6
Findings & Suggestions
Conclusion
Bibliography
Appendix