Kataria Final Project

INTRODUCTION
 INTRODUCTION ABOUT TOPIC:
V.S PATEL COLLEGE OF ARTS & SCIENCE BCA & BBA COURSE BILIMORA Page 1
What is customer satisfaction?
Customer
satisfaction is defined as a
measurement
that determines how
happy customers are
with a company’s
products, services, and
capabilities. Customer
satisfaction information,
including surveys and
ratings can help a company
determine how to best
improve or changes its
products and services.
An organization’s
main focus must be to satisfy its customers. This applies to industrial firms,
retails and wholesales businesses, government bodies, service companies,
non-profit organization, and every subgroup within an organization.
What is after sales and service?
After sales service refers to various processes which make sure
customers are satisfied with the products and services of the organization.
The needs and demands of the customers must be fulfilled for them
to spread a positive word of mouth. In the current scenario, positive word of
mouth plays an important role in promoting brands and products.
After sales service makes sure products and service meet or
surpass the expectation of the customers.
BENEFITS OF CUSTOMER SATISFACTION:
1. It is helpful to enhance the number of new customers.

2. It provides a platform in the competitive marketplace.
3. It gives the idea about their weakness and problems associated with
our industry.
4. It increases the brand loyalty and equity for the industry.
5. It is the key parameter for success of any industry.
REASONS WHY CUSTOMER SATISFACTION IS IMPORTANT:
1. It helps you make smarter marketing decisions.
Customer satisfaction can take the mystery out of your marketing
spend.
For example, customer satisfaction surveys can help you see which
products are a hit with your customers.
2. It makes you stand out among the competition.
Customer satisfaction can serve as your unique selling proposition,

helping you stand out in a competitive industry.
That’s because people no longer rate companies based on price or
product. Instead, they evaluate the customer experience delivered by a
particular business.
3. It prompts word of mouth referrals.
When a customer satisfaction is high, people are much more likely to

recommend your business.
4. It helps you identify areas of improvement.
Keeping tabs on customer satisfaction can also help you meet

changing customer needs.
For example, your customer might be interested in a newer design
or layout introduced by another company in the market.
FACTORS AFFECTING CUSTOMER SATISFACTION:

Customer satisfaction is the overall impression of customer about the
supplier and the products and services delivered by the supplier.
Following are the important factors that could affect customer satisfaction.
 Department wise capability of the supplier.
 Technological and engineering or re-engineering aspects of
products and services.
 Customer service provided by the suppliers
 Complaint management.
 Cost, quality, performance and efficiency of the product.
COMPANY
PROFILE
ADDRESS: National Highway 891

Near Ganesh Shishodra
Chowkdi, Shishodra
Navsari, Gujarat
396427
 HISTORY OF KATARIA AUTOMOBIES:
The KATARIA GROUP was founded by Mr. Shobhagmal Kataria in the year 1956
and has grown to become one of the biggest Transport Operators in India, having
60 branches. The Kataria group has since expanded its wings, by way of expansion
and diversification in various sectors, the first being in 1984 with dealerships of LML-
2wheelers. It further expanded its wings to become one of the Most Trusted Brand
for Maruti Car Dealership in 1996. Not stopping at its unflinched Automobile Growth,
it further acquired the dealership of TVS Two Wheelers in 2003.
Today Kataria Automobiles is one of the "most trusted brands" in the

"Automobile
Dealership of Maruti Suzuki “with Showrooms in Ahmadabad, Surat, Navsari and
Vapi Today the Kataria Group is proud to have a family of 2000 dedicated, satisfied
and committed work force. The Group further has a "satisfied" customer base of
more than, 2,00,000 happy families.
Kataria group has introduced, as one of the diversified business enterprises,

with the operation in the spanning field, from transport to the telecom industry.
Kataria started its operation and makes a name with the transport business and very
soon become one of the largest fleets in the industry.
Then after Kataria group has taken entry in automobiles industry, with a
two-wheeler dealership in 1983. After that we were developed our business with
four-wheelers dealership of Maruti Suzuki Ltd at Dariapur Darwaja in Ahemdabad
and it is the head-office of Kataria Automobiles Ltd. The last decade has been us
growing and to be one of the largest dealers of Maruti Suzuki in India.
 Dealership:
1 - Showroom at DARIYAPUR, AHMEDABAD – 1996
2 – Showroom started at VAPI – 2002
3 – Showroom started at NAVSARI – 2003
5 – Showroom started at VARACHHA (SURAT) - 2005
5 – Showroom started at PIPLOD (SURAT)
 Tied up with banks and insurance companies:
BANKS – ICICI, HDFC, SBI, Kotak Mahindra

INSURANCE COMPANIES – New India Assurance companies, National
insurance company.
 HISTORY OF MARUTI SUZUKI LIMITED:

Maruti Suzuki India Limited (MSDL), formerly known as Maruti udyog Limited, a
subsidiary of Suzuki Motor corporation of Japan, is India’s largest passenger car
company, accounting for over 50 per cent of the domestic car market. Maruti udyog
Limited was incorporated in 1981 under the provisions of Indian companies Act 1956
and the government of India selected Suzuki Motor corporation as the joint venture
partner of the company. In 1982 a JV was signed between Government of India and
Suzuki Motor Corporation.
It was in 1983 that the India’s first affordable car, Maruti 800, a 796-cc
hatch back was launched as the company went into production in a record time of 13
month.
Besides serving the Indian market, Maruti Suzuki also exports cars to several
countries in Europe, Asia, Latin America, Africa, and Oceania.
 MANAGEMENT OF KATARIA AUTOMOBILES PVT.LTD:
The board of Directors and the Management of Kataria group are committed
to the enhancement of its product and services , through sound business decisions ,
prudent financial management and high standard of ethics throughout the
organization , by ensuring transparency and professionalism in all decisions and
transactions and achieving excellence in corporate governance by conforming to ,
and exceeding wherever possible , the prevalent mandatory guidelines on corporate
governance and by regularly reviewing the board processes and the management
systems for further improvements.
 BASIC INFORMATION:
Company Name KATARIA AUTOMOBILES PRIVATE
LIMITED
Company Activity Trading
CIN U50100GJ1990PTC013736
Registration Date 10 May, 1990
Registration No 013736
ROC Ahmedabad
State Gujarat
Registered Address K-S LOKHANDWALA COMPLEX,
DARIAPUR, AHMEDABAD GJ 0000000
IN, Ahmedabad, Gujarat, India
Category Company limited by shares
Sub Category Non-gov company
Authorised capital RS 30000000.0 INR
Paid up capital RS 30000000.0 INR
Company class Private
Is company listed Not listed
Company Status ACTIVE
 BOARD OF DIRECTORS:
Board of Directors Members
Directors Rajendra Kumar Kataria,

Rohan Rajendra Kumar Kataria,
Navin Harprasad Jain
Product Range of the company Includes:

It offers full of cars – from enter level Alto 800, Alto k10, Omni, Wagon R, Eeco,
Swift, Celerio, Ertiga, and Breeza.
 Alto 800
 Alto k10
 Omni
 Wagon R
 Swift
 Dzire
 Eeco
 Celerio
 Ertiga
 Brezza
 KATARIA AUTOMOBILES- NAVSARI:
 Year of commencement – 2003
 Sales outlet and Maruti Authorized workshops located in the vicinity of
the automobiles Hub of Navsari.
 Kataria is having the honour of design certified with an ISO 9001:2000
quality system.
 Kataria Automobiles Ltd. Consists of the following departments:
1. Sales
2. Insurance
3. Human Resource
4. Customer Care
5. Accounts
6. True value
7. Customer relationship management
8. Accessories and stores
9. Workshop
10. Finance
11. Body shop (accident department)
 JOINT VENTURE RELATED ISSUSES:

Relationship between the Government of India, under the united front (India)
coalition and Suzuki Motor corporation over the joint venture was a point of heated
debate in the Indian media until Suzuki Motor corporation gained the controlling
stake. This highly profitable joint venture that had a near monopolistic trade in the
Indian automobiles market and the nature of the partnership built up till then was the
underlying reason for most issues. The success of the joint venture led Suzuki too
increases its venture partner entered into an agreement to nominate their candidate
for the post of managing directors and every managing director would have tenure of
five years.
CURRENT STATE OF THE ORGANIZATION:

KATARIA AUTOMOBILES is a multi-services customer focused
organization primarily focused on providing world class customer services in area of
marketing management, supply chain management and warehouse management. Its
entrepreneurial spirit, business acumen, sound domain knowledge and competent
team enables it to deliver maximum value, efficiency and improved bottom lines to it
corporate clients.
KATARIA AUTOMOBILES also associated with some of the
most renowned business houses like BALAJI WAFERS, VADILAL ICE-CREAM,
AND COCA-COLA.
It provides different types of services to all three companies like

sales agency, dealership, and sole distribution ship. Major focuses of the enterprise
are on sole distribution ship of Balaji wafers company.
From the very first stage, KATARIA AUTOMOBILES, started as
a logistics Management company in 1989, has grown into an organization with more
than 250 employees and a turnover of Rs 300 crore covering 5 state, 56 District,
1,25,000 Retailers and reach to over 12 crore population in India. KATARIA has over
100 special closed body containers for timely& safe distribution and world class
mechatronic warehousing facilities across India. Be it flexible point -to-point
distribution solutions, complex end-to-end integrated logistics solutions, supply chain
management, KATARIA does it all with great effectiveness and reliability, and enjoys
the trust of a large customer base. In current scenario it is much developed by its
great infrastructure, transportation service, marketing skill and technology.
 VISION AND MISSION:
 VISION:
- Reliable service with sophisticated technology to meet exceeds the customer

requirement.
- To be recognized as the most specialized group of professionals providing

business service like marketing, supply, chain & ware house management
services based on excellent reputation in quality. Cost effectiveness and
dependability.
 MISSION:
- To help our client win by providing value added. cost effective and
comprehensive service.
- Delight customers with quality services by setting new trends through
innovation and technology.
 OBJECTIVE:
PRIMARY OBJECTIVE:
“To study and evaluate the customers satisfaction level towards after
sales services provide by Kataria automobiles Navsari “
SECONDORY OBJECTIVES:
- To find out customers expectation regarding after sales services at Kataria
automobiles.
- To know whether existing buyers would advise their friends and relatives to
buy Maruti Suzuki from Kataria.
- To understand the perception regarding service provided by Kataria
automobiles.
INDUSTRY
PROFILE
 INDUSTRY OVERVIEW:
Automobiles Industry in India:
The Indian auto industry is one of the largest in the world. The industry
accounts for 7.1 per cent of the country’s Gross Domestic Product (GDP). The Two
Wheelers segment with 81 per cent market share is the Indian Automobiles market
owing to a growing class and a young population. Moreover, the growth of the
sector. The overall passenger vehicle (PV) segment has 13 per cent market share.
Indian is also a prominent auto exporter and has strong export growth
expectations for the near future. In addition, several initiatives by the Government of
India and major automobiles players in the Indian market are expected to make India
a leader in the two- wheeler market in world by 2020.
The
automobiles
industry in
India is
expected to be
the world’s
fourth largest
auto market in
2019
displacing
Germany with
about 3.99
million units
sold in the
passenger and
commercial vehicles categories. India is expected to displace Japan as the third
largest auto market by 2021.
There are number of Automobiles Companies available in India:
 Ashok Leyland
 Bajaj
 Bharat Benz
 Eicher
 Escorts
 Farhan
 Force
 Hero
 Heavy Vehicles Factory
 Hindustan
 LML
 Mahindra
 Maruti
 Royal Enfield
 Tata
 TVS
 Premier
 TAFE
 Swaraj
 Ford
 Hyundai
ROYAL ENFIELD:
Royal Enfield is an Indian multinational motorcycle manufacturing company

with the tag of "the oldest global motorcycle brand in continuous
production “manufactured in factories in Chennai in India. Licensed
from Royal Enfield by the indigenous Indian Madras Motors, it is now a
subsidiary of Eicher Motors Limited, an Indian automaker. The company
makes classic-looking motorcycles including the Royal Enfield Bullet, Classic
350, Meteor 350, Classic 500, Interceptor 650, Continental and many more.
Royal Enfield also make adventurous and off roading motorcycles like Royal
Enfield Himalayan. Their motorcycles are equipped with single-
cylinder and twin-cylinder engines. First produced in 1901, Royal Enfield is
the oldest motorcycle brand in the world still in production, with
the Bullet model enjoying the longest motorcycle production run of all time
HERO:
Hero MotoCorp Limited, formerly Hero Honda, is an Indian multinational
motorcycle and scooter manufacturer based in New Delhi, India. The company is the
largest two-wheeler manufacturer in the world, and also in India, where it has a
market share of about 46% in the two-wheeler category.
HYUNDAI:
Hyundai is a Korean word which means ‘modernity’. This name perfectly suits the
brand’s slogan, “New Thinking New Possibilities”.
In Hyundai automobiles, there is a slanted letter “H” which symbolizes two

individuals shaking hands: a company’s representative and a satisfied customer”.
This represents the trust and satisfaction between both company and consumer. The
oval around the letter ‘H’ exemplifies the goal to make such deals around the world .
TATA MOTORS:
Tata Motors Limited is an Indian multinational automotive manufacturing company
headquartered in Mumbai, Maharashtra, India. It is a part of Tata Group, an Indian
conglomerate. Its products include passenger cars, trucks, vans, coaches, buses,
sports cars, construction equipment and military vehicles.
 SWOT ANALYSIS:
S = STRENGTH
W = WEAKNESS
O = OPPORTUNITY
T = THREATS
 STRENGTHS:
 Major stre
 Strength of MUL is having largest network of dealer and after sales

services centres in the country.
 Good promotional strategy is adopted by MUL to transfer its
thoughts to the people about its products.
 Strong brand value and loyal customer base are big strengths for
MUL.
 There are around 15 vehicles in Maruti product portfolio. Has good
product lines with good fuel efficiency like Maruti swift, diesel, Alto
etc.
 MUL is the first automobiles company to start second hand vehicle
sales through its true value entity.
 WEAKNESS:
 Low interior quality inside the cars when compared to quality

players like Hyundai and other new foreign players like
Volkswagen, Nissan etc.
 Government intervention due to having share in MUL.
 Younger generation started getting a great affinity towards new
foreign brands.
 The management and the company’s labour unions are not in good
terms.
 Maruti has not proved itself in SUV segment like other players.
 OPPORTUNITY:
 MUL has launched its LPG version of Wagon R and it was a good
move simultaneously.
 MUL can start R&D on electric cars for a much better substitute of
fuel.
 Maruti’s cervo 600 has a huge potential in tapping the middle-class
segment and act as a strong threat to Nano.
 New Dzire from Maruti will capture the market share and expected
the market to create the same magic as Maruti Esteem.
 Export’s capacity of the company is giving new hopes in American
and UK markets.
 THREATS:
 Major players like Maruti Suzuki, Hyundai, Tata has lost its market
share due to many small players like Volkswagen polo. Ford has
shown a considerable increase in market share due to its Figo.
 China may give a good competition as they are also planning to enter
into Indian car segment.
RESEARCH
METHODOLOGY
RESEARCH OBJECTIVE:
 PRIMARY OBJECTIVE:
To identify and evaluate the customer’s satisfaction level towards after sales
and services provided by Kataria automobiles Navsari.
 SECONDARY OBJECTIVE:
- To find out customer expectation regarding after sales services at Kataria

automobiles.
- To know whether existing buyers would advise their friends and relatives to
buy Maruti Suzuki from Kataria.
- To understand the perception regarding service provided by Kataria
automobiles.
 RESEARCH METHOD:
‘Research Methodology is the systematic design, collection, analysis and
reporting of data and finding the company.’
Research Methodology describe the research procedure it covers the following
point.
1. Research design
2. Data collection
3. Sample design
1. RESEARCH DESIGN:
In the research, there is mainly three researcher design:
1. Exploratory research design
2. Descriptive research design
3. Causal research design
A research design specific the method and procedure for conducting a particular
study. It is a map or blue print to which the research is to conducted descriptive
research design.
DESCRIPTIVE RESEARCH:
A research study is undertaken when the research wants know the
characteristics of certain group such as age, education, level, income, occupation,
etc. other cases when a descriptive study could be taken up are when the objective
of studies is to answer who, when, what, where, and why of the subject under
investigation.
2. DATA COLLECTION:
A. Primary data
B. Secondary data
A. PRIMARY DATA:
It consists of original information which is collected first hand; it is obtained
directly with consumer concerned through market research. It can be collected
in following ways.
 Observation
 Focus group
 Survey
B. SECONDARY DATA:
 Report of company
 Internet
3. SAMPLING DESIGN & SAMPLING METHOD:
TYPE OF SAMPLE
A part of population, which is provided by some process on other and some

the estimated number product is selected from the total population, is known as
sample.
SAMPLING PLAN
 Area of survey – Navsari region

 Sample size – 200
 Sample unit – Individual
PERIOD OF STUDY
 8 Week
LIMITATION OF RESEARCH:
 It is time consuming process and because of limited time respondent
does not give accurate answer to question.
 This study is confined of some selected area of Navsari regions; there
result will not apply to the whole region.
DATA
ANALYSIS
1. Do you think after sale service has effect on your level of satisfaction?
Particular Percentage
Yes 65%
No 35%
35%
65%
Yes No
Interpretation:
 According to this survey 65% respondents are believed that the after sales
services are effect on your level of satisfaction.
 Based on the level of satisfaction of the respondents, 35% of the respondents
are not satisfied with the after sales services provided to them.
2. How many times did you get after sale service in a year?
At certain KMs 28%
2 to 3 Month 18%
3 to 4 Month 17%
Unless the problem arises 37%
40%
37%
35%
30% 28%
25%
20% 18% 17%

15%
10%
5%
0%
At certain KMs 2 to 3 Month 3 to 4 Month Unless the problem
arises
Interpretation:
 From the above graph it had been concluded that 37% of the respondents
have service their car unless the problem arises.
 28% of the respondents have service their car at certain KMs.
 18% of the respondents have service their car in 2 to 3 months. While 17% of
the respondents have service their car in 3 to 4 months.
The above question is related with occupation of the respondents.
At certain 2 to 3 Month 4 to 5 Month Unless the

KMs problem
arises
Government 23% 6% 26% 32%
service
Student 5% 22% 2% 10%
Self- 29% 47% 23% 27%
employee
Private 43% 25% 49% 31%
service
60%
50% 49%
47%
43%
40%
32% 31%
30% 29%
26% 27%
25%
23% 22% 23%
20%
10%
10%
5% 6%
2%
0%
At certain KMs 2 to 3 Month 4 to 5 Month Unless the problem arises
Government service Student Self-employee Private service
Interpretation:
 According to above data 49% of the employees have serviced their car in 4-5
months in a year, their occupation was private service.
 Whereas 47% of the employees were self-employees who serviced their car
in 2-3 months.
 Of course, who were working under government services, 32% of them only
serviced their car unless and until any problem has arisen.
 Only 5% of the employees who came under student serviced their car at
certain KMs.
3. Since how long have you been to kataria automobiles?
Less than 1 year 13%
2 - 4 years 33%
4 - 6 years 27%
More than 6 years 27%
33%
27% 27%
13%
Less than 1 year 2 - 4 years 4 - 6 years More than 6 years
Interpretation:
 It was found that 33% of the respondents have been to kataria
automobiles for 2- 4 years whereas 27% of the respondents have been
to kataria automobiles for 4-6 year and more than 6 years.
 While 13% of the respondents have been to kataria automobiles in less
than a year.
The above question is related with Gender of the respondent.
Less than 1 2 - 4 year 4 - 6 year More than 6

year year
Female 28% 20% 31% 35%
Male 72% 80% 69% 65%
80% 72% 80%

70%
60%
69%
50%
40%
28% 65%
30%
20% 20% 31%
10% 35%
0%
Less than 1 year

2 - 4 year
4 - 6 year
More than 6 year
Female Male
Interpretation:
 According to above data, 28% of female and 72% of male have been to
kataria automobiles in less than 1 year.
 20% of female and 80% male have been to kataria automobiles in 2-4 year.
 31% female and 69% male have been to kataria automobiles in 4-6 year.
 In more than 6 year, 35% of female and 65% of male have been to kataria
automobiles for more than 6 years.
4. What time does it usually takes to get the car service?
1 – 2 hours 10%
2 – 3 hours 33%
3 – 4 hours 40%
More than 4 hours 17%
40%
40%
33%
35%
30%
25%
20% 17%
15%
10%
10%
5%
0%
1 – 2 hours 2 – 3 hours 3 – 4 hours More than 4 hours
Interpretation:
 It was found out that 40% of the respondents get their car serviced in 3-4
hours whereas 33% of the respondents service their car in 2-3 hours.
 17% of the respondents have serviced their car in more than 4 hours.
 While 10% of the respondents have been serviced their car in 1-2 hours.
The above question is related with Age of the response.
1 – 2 hours 2 – 3 hours 3 – 4 hours More than 4

hours
Under 25 25% 15% 8% 9%
26 – 40 50% 48% 44% 35%
41 – 60 25% 37% 42% 47%
Over 60 0% 0% 6% 9%
Under 25 25 – 40 41 – 60 Over 60
60%
50%
50%
48% 47%
44%
40% 42%
37%
35%
30%
25% 25%
20%
15%
10%
8% 9% 9%
6%
0% 0%
0%
1 – 2 hours 2 – 3 hours 3 – 4 hours More than 4 hours
Interpretation:
 50% of the employees who came under the age group of 26-40 got their car
services in 1-2 hours. Whereas 6% of them who were above 60 got their car
serviced in 3-4 hours.
 In the age group of 42-60, 47% of them serviced their car which took them
more than 4 hours.
 8% of the employees which came under 25, the service for their car took 3-4
hours.
5. What kind of queuing methodology technique do kataria automobiles offer?
First come first serve 42%
Advance booking 45%
On the spot 14%
First to special customer 40%
45%
45% 42%
40%
40%
35%
30%
25%
20%
15%
14%
10%
5%
0%
F i r s t c o m e fi r s t
s e rve A dva nc e booki ng
On the s pot
F i rs t to s pe ci a l
cus tom e r
Interpretation:
 It was found that 45% customers said that the kataria automobiles offers
advance booking. While 42% customer said that they offer first come first
serve.
 40% customer said that the kataria automobiles offer first to special customer.
 14% customer said that the kataria automobiles offer on the spot.
The above question is related with occupation of the respondents.
First come Advance On the spot First to

first serve booking special
customer
Government 24% 20% 33% 40%
service
Student 10% 15% 4% 0%
Self- 38% 30% 30% 20%
employee
Private 28% 35% 33% 40%
service
40% 40%
40% 38%
35%
35% 33% 33%
30%30%
30% 28%
24%
25%
20% 20%
20%
15%
15%
10%
10%
4%
5%
0%
0%
Government service Student Self-employee Private service
First come first serve Advance booking On the spot First to special customer
Interpretation:
 40% of the employees were first to a special customer in which their
occupation was government service and private service.
 4% of them were students who used on the spot as a queuing methodology
technique which was offered by kataria automobiles.
Whereas 30% of the employees choose advance booking as a queuing
methodology technique which was offered by kataria automobiles
6. Recommended kataria automobiles to your friends and family?

Yes 81%
No 19%
No
19%
Yes
No
Yes
81%
Interpretation:
 According to my survey, 81% of the respondents have recommended kataria
automobiles to their friends and family.
 19% of the respondents did not recommend kataria automobile to their friends
and family.
7. How do you rate kataria automobiles on the following attributes?
Very good Good Neutral Poor Very poor

Maintenanc 15% 40% 35% 9% 1%
e
Car washing 19% 57% 14% 5% 5%
Warranty 16% 49% 24% 5% 6%
Cleanliness 36% 41% 12% 6% 5%
Inspection 34% 42% 12% 8% 4%
60%
50%
40%
30%
20%
10%
0%
Very good
Good
Neutral
Poor
Very poor
Maintenance Car washing Warranty Cleanliness Inspection
Interpretation:
 According to my survey 40% respondent said maintenance is good and 1%
respondent said maintenance is very poor.
 57% of the respondents have rated car washing as a good service provided
by kataria automobiles whereas; only 4% was rated for inspection by the
respondents.
 Cleanliness was rated by 41% which comes under the good attributes by the
respondents.
 The respondents rated the warranty by 16% which stated it as very good
attributes.
8. Are you satisfied with the facilities provided to you by kataria automobiles?
Highly satisfied 29%
Satisfied 42%
Neutral 17%
Dissatisfied 7%
Highly dissatisfied 5%
42%
29%
17%
7%
5%
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied
Interpretation:
 It is said that 42% of the respondents have been satisfied with the facilities
provided by kataria automobiles, while 29% of the respondents have been
highly satisfied with the facilities of kataria automobiles.
 17% of the respondents have been neutrally satisfied with the facilities
provided by kataria automobiles.
 7% of the respondents have been dissatisfied with the facilities of kataria
automobiles, whereas 5% of the respondents have been highly dissatisfied
with the facilities provided by them.
The above question is related with Gender of the respondents.

Highly Satisfied Neutral Dissatisfied Highly
satisfied dissatisfied
Female 26% 37% 27% 0% 0%
Male 74% 63% 73% 100% 100%
Female Male
1 2 3 4 5
1 2 3 4 5
100% 100%
74% 73%
63%
37%
26% 27%
Male
0% 0%
Female
Highly satisfied Satisfied Neutral Dissatisfied Highly
dissatisfied
Interpretation:
 100% of male were dissatisfied and highly satisfied with the facilities provided
by kataria automobiles.
 37% of respondents which were female were satisfied with the facilities
provided by kataria automobiles.
 74% of the respondents were male and 26% of them were female, they
responded that the facilities provided by kataria automobiles were highly
satisfied.
9. Upon arrival how friendly and helpful were our service team?
Very helpful 30%
Helpful 42%
Neutral 16%
Unhelpful 7%
Very unhelpful 5%
42%
30%
16%
7%
5%
Very helpful Helpful Neutral Unhelpful Very unhelpful
Interpretation:
 According to my survey 30% respondent said that their service team were
very helpful. while 42% respondent said that their service team were helpful.
 16% respondent said that their service team were neutral.
 7% respondent said that their service team were unhelpful and 5%
respondents said that their service team were very unhelpful.
The above question is related with Gender of the respondents.
Very Helpful Neutral Unhelpful Very
helpful unhelpful
Female 23% 38% 28% 0% 0%
Male 77% 62% 72% 100% 100%
Female Male
100% 100%
77%
72%
62%
38%
28%
23%
0% 0%
Very helpful Helpful Neutral Unhelpful Very unhelpful
Interpretation:
 According to above data 23% of female and 77% of male said that their
service team were very helpful.
 38% of female and 62% of male said that their service team were helpful.
 28% of female and 72% of male said that their service team were neutral.
10. How satisfied were you with the work completed and time taken?
Highly satisfied 20%
Satisfied 49%
Neutral 19%
Dissatisfied 5%
Highly dissatisfied 7%
60%
50%
49%
40%
30%
20%
20% 19%
10%
7%
5%
0%
Highly satisfied Satisfied Neutral Dissatisfied Highly
dissatisfied
Interpretation:
 It was found that 49% of respondent said that satisfied with kataria
automobiles work completed and time taken.
 20% of respondent are highly satisfied with work completed and time taken.
 19% of respondent are neutral with work completed and time taken.
 5% of the respondent are dissatisfied and 7% of are highly dissatisfied with
work completed and time taken.
The above question is related with Occupation of the respondent.
Governmen 35% 22% 26% 0% 15%
t service
Student 15% 11% 5% 0% 0%
Self- 25% 30% 38% 44% 15%
employee
Private 25% 37% 31% 56% 70%
service
80%
70%
60%
50%
40%
30%
20%
10%
0%
Government Student Self-employee Private service
service
Interpretation:
 38% of the employees were neutrally satisfied with the completion of work
and time taken to complete, they were self-employed.
 70% of the respondents were highly dissatisfied with the time taken and
completion of work and their occupation were private service.
 35% of the employee were highly satisfied with their work which was offered
by kataria automobiles, they were the employees of government service.
11. What is your experience after the vehicle service is provided?
Problems completely resolved 39%
Problems partially resolved 31%
Service provided is not at all 9%
satisfactory
New problem arises 21%
39%
40%
35% 31%
30%
25% 21%
20%
15%
9%
10%
5%
0%
Problems Problems Service provided New problem
completely partially is not at all arises
resolved resolved satisfactory
Interpretation:
 It was found that 39% of respondent said that problem completely resolved.
 41% respondent said that problem partially resolved.
 21% respondent said that new problem arises. While 9% respondent said that
service provided is not at all satisfactory.
The above question is related with Age of the respondents.
Problem Problem Service New problem
completely partially provided is arises
resolved resolved not at all
satisfactory
Under 25 19% 9% 6% 7%
26 – 40 45% 46% 53% 36%
41 – 60 32% 43% 41% 50%
Over 60 4% 2% 0% 7%
53%
50%
45% 46%
43%
41%
36%
32%
19%
9%
6% 7% 7%
4% 0%
2%
Problem completely Problem partially resolved Service provided is not at New problem arises
resolved all satisfactory
Under 25 26 – 40 41 – 60 Over 60
Interpretation:
 The respondents experience after the service for the vehicle was provided
was 50% the age group between them was from 41-60 and the experience
was only problem was arising.
 45% of the respondents rated that the problem was completely resolved
between the age group of 26-40.
 Under 25, 9% of the respondents experienced resolving the problem partially.
12. In case of any slack occurring due to service provided, do you get free
redressal?
Yes 55%
No 45%
45%
55%
Yes No
Interpretation:
 The above chart show that 55% of respondent agree that they get free
redressal from kataria automobiles.
 45% of respondent said that they don’t get free redressal.
13. Evaluate the customers satisfaction level towards after sales services
provided by kataria automobiles?
Solve the 19% 47% 23% 6% 5%
problem
Spare part 15% 48% 26% 3% 8%
availability
Length of 17% 47% 25% 4% 7%
warranty
Overall 36% 42% 11% 6% 5%
experience
Seating 38% 40% 11% 5% 6%
arrangement

60%
50% 47% 48% 47%

42%
40%
40% 38%
36%
30%
26% 25%
23%
20% 19%
17%
15%
11% 11%
10% 8% 7%
6%5% 6%5% 5%6%
3% 4%
0%
Solve the Spare part Length of Overall Seating
problem availability warranty experience arrangement
Interpretation:
 47% of the respondents were highly satisfied with after sales service provided
by kataria automobiles and they were satisfied with solving the problem.
 While 36% of the respondents were highly satisfied with the overall whereas,
48% of the respondents were satisfied with the availability of spare parts with
the after sales services of kataria automobiles.
 4% of the respondents dissatisfied with the length of warranty provided by
kataria automobiles.
14. Will you purchase your next car from kataria automobile?
Yes 82%
No 18%
18%
Yes
No
82%
Interpretation:
 According to my survey 82% of respondent purchase their car from kataria
automobiles. While 18% of the respondent are not purchase their car from
PERSONAL INFORMATION:
GENDER:
Female 27%
Male 73%
27%
73%
Female Male
Interpretation:
 There are 73% of male who have filled up the annexure of my survey and
27% of female.
AGE:
Under 25 11%
26 – 40 45%
41 – 60 41%
Over 60 3%
Percentage
45%
45% 41%
40%
35%
30%
25%
20%
15% 11%
10%
3%
5%
0%
Under 25 25 – 40 41 - 60 Over 60
Interpretation:
 According to my survey there are 11% respondent under 25 age groups.
 45% in 25 – 40 age groups.
 41% in 41 – 60 age groups.
 3% are above 60
OCCUPATION:
Government service 24%
Student 37%
Self-employee 30%
Private service 9%
Private service
9%
Government service
24%
Self-employee
30%
Student
37%
Interpretation:
 According to my survey there are 24% respondent are government service.
 37% respondent are student.
 30% respondent are self-employee.
 9% respondent are private service.
FINDINGS
FINDINGS:
According to my survey I have found that 65% of the respondents have
been satisfied with the after-sale service which was provided by kataria
automobiles.
Whereas 37% of the respondents only serviced their car unless any
problem was arisen.
81% of the respondents recommended their friends and family to use

49% of the respondents were satisfied with the time taken and completion
of work done.
SUGGESTIONS
SUGGESTIONS:
According to my survey on kataria automobiles I have some suggestions according
to my point of view.
The company need to concentrate another factor is empathy and company
tries to know the need of customer and provide the individual attention of
every customer.
Kataria automobiles needs to reduce the overall time taken for servicing the
vehicle as customer satisfaction with time taken for service is relatively lower.
Solving problem faster may result in building good image of the organization.
Company also needs to provide services immediately and also should
concentrate on price and it is justifying the services.
CONCLUSION
CONCLUSION:
The study was conducted with an objective to find out the customer
satisfaction after sales services at kataria automobiles. As the company have
many customers they look after all the customer and take care of the entire
thing regarding their services and even the management should build a trust
towards his customers that they look all his customers in the same manner,
right from the sales and till the services provided to the customers. So that
they get satisfied with their services and even come back to you. Customers
are satisfied and they recommended others to get services from the kataria
automobiles. If all the things are seriously considered by kataria automobiles
then they can easily increase their sales and provide better service to their
customer.
BIBLIOGRAPHY
BIBLIOGRAPHY:
 REFRENCE BOOKS:
MARKETING MANAGEMENT:
PHILIP KOTLER PUBLICATION: A
SOUTH ASIAN PERSPECTIVE
EDITION: 13
RESEARCH METHODOLOGY BY C.R. KOTHARI, 2ND EDITION.
MARKETING RESEARCH BY WILLIAM STANTON, 4TH

EDITION.
http://maruti.kataria.co.in/outlet/maruti-showroom-in-navsari.html
https://en.wikipedia.org/wiki/Maruti_Suzuki
http://maruti.kataria.co.in/about-us.html
https://www.ibef.org/industry/india-automobiles.aspx
http://timesofindia.indiatimes.com/business/india-business/1-5-cr-
people-to-be-employeed-in-automobile-sector-by-
2022/articleshow/47977138.cms
ANNEXURE
Questionnaire:
I am MS. RACHI GANDHI Studying BBA 6 Sem in V.S. PATEL COLLEGE
OF ARTS & SCIENCE BCA, BBA COURSE BILIMORA. I have currently doing a
survey regarding “CUSTOMER SATISFACTION TOWARDS AFTER SALES AND
SERVICE AT KATARIA AUTOMOBILES IN NAVSARI”. Please give your precious
time by filling up this questionnaire. Your feedback will be kept confidential. Your
answer is valuable to my research.
Thank You,
Rachi Gandhi.
1. Do you think after sale service has effect on your level of satisfaction?
() Yes () No
2. How many times did you get after sale service in a year?
() At certain KMs () 2 to 3 months
() 4 to 5 months () Unless the problem arises
3. Since how long have you been to Kataria Automobiles?

() Less than 1 year () 2-4 years
() 4-6 years () More than 6 years
4. What time does it usually takes to get the car service?

() 1-2 hour () 2-3 hour
() 3-4 hour () More than 4 hour
5. What kind of queuing methodology technique do Kataria automobiles offer?

() First come first serve () Advance booking
() On the spot () First to special customer
6. Recommended Kataria automobiles to your friend and family?

() Yes () No
7. How do you rate Kataria automobiles on the following attributes?

Very Good Neutral poor Very
Good Poor
Maintenanc
e
Car washing
Warranty
Cleanness
Inspection
8. Are you satisfied facilities provided to you by Kataria automobiles?

() Highly satisfied () Satisfied
() Neutral () Dissatisfied
() Highly dissatisfied
9. Upon arrival how friendly and helpful were our service team?
() Very helpful () Helpful
() Neutral () Unhelpful
() Very unhelpful
10. How satisfied were you with the work completed and time taken?
() Highly satisfied () Satisfied
() Neutral () Dissatisfied
() Highly Dissatisfied
11. What is your experience after the vehicle services is provided?

() Problems completely resolved
() Problems partially resolved
() Service provided is not at all satisfactory
() New problem arises
12. In case of any slack occurring due to service provided; do you get free
redressal?
() Yes () No
13. Evaluate the customers satisfaction level towards after sales services
provided by Kataria automobiles?
Attributes Highly Satisfie Neutral Dissatisfied Highly

satisfied d Dissatisfied
Solve the
problem
Spare parts
availability
Length of
warranty
service
Overall
service
quality
Seating
arrangemen
t
14. Will you purchase your next car from Kataria automobiles?
() Yes () No
PERSONAL INFORMATION:
Name:
Gender: () Female () Male
Age: () under 25 () 26 – 40
() 41 – 60 () over 60
Occupation: () Government Service () Student
() Self employee () Private service

Kataria Final Project

Uploaded by

Copyright:

Available Formats

You might also like

Kataria Final Project

Uploaded by

Document Information

Original Description:

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Kataria Final Project

Uploaded by

Copyright:

Available Formats

INTRODUCTION

 INTRODUCTION ABOUT TOPIC:

What is after sales and service?

BENEFITS OF CUSTOMER SATISFACTION:

1. It is helpful to enhance the number of new customers.

REASONS WHY CUSTOMER SATISFACTION IS IMPORTANT:

1. It helps you make smarter marketing decisions.

2. It makes you stand out among the competition.

Customer satisfaction can serve as your unique selling proposition,

When a customer satisfaction is high, people are much more likely to

Keeping tabs on customer satisfaction can also help you meet

FACTORS AFFECTING CUSTOMER SATISFACTION:

ADDRESS: National Highway 891

Today Kataria Automobiles is one of the "most trusted brands" in the

Kataria group has introduced, as one of the diversified business enterprises,

BANKS – ICICI, HDFC, SBI, Kotak Mahindra

 HISTORY OF MARUTI SUZUKI LIMITED:

 MANAGEMENT OF KATARIA AUTOMOBILES PVT.LTD:

Directors Rajendra Kumar Kataria,

Product Range of the company Includes:

 KATARIA AUTOMOBILES- NAVSARI:

 JOINT VENTURE RELATED ISSUSES:

CURRENT STATE OF THE ORGANIZATION:

It provides different types of services to all three companies like

- Reliable service with sophisticated technology to meet exceeds the customer

- To be recognized as the most specialized group of professionals providing

Royal Enfield is an Indian multinational motorcycle manufacturing company

In Hyundai automobiles, there is a slanted letter “H” which symbolizes two

 Strength of MUL is having largest network of dealer and after sales

 Low interior quality inside the cars when compared to quality

- To find out customer expectation regarding after sales services at Kataria

3. SAMPLING DESIGN & SAMPLING METHOD:

A part of population, which is provided by some process on other and some

 Area of survey – Navsari region

20% 18% 17%

At certain 2 to 3 Month 4 to 5 Month Unless the

Government service Student Self-employee Private service

Less than 1 year 2 - 4 years 4 - 6 years More than 6 years

Less than 1 2 - 4 year 4 - 6 year More than 6

80% 72% 80%

Less than 1 year

1 – 2 hours 2 – 3 hours 3 – 4 hours More than 4

5. What kind of queuing methodology technique do kataria automobiles offer?

The above question is related with occupation of the respondents.

First come Advance On the spot First to

6. Recommended kataria automobiles to your friends and family?

7. How do you rate kataria automobiles on the following attributes?

Very good Good Neutral Poor Very poor

Maintenance Car washing Warranty Cleanliness Inspection

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

The above question is related with Gender of the respondents.

Very helpful Helpful Neutral Unhelpful Very unhelpful

The above question is related with Gender of the respondents.

Very helpful Helpful Neutral Unhelpful Very unhelpful

The above question is related with Occupation of the respondent.

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

11. What is your experience after the vehicle service is provided?

The above question is related with Age of the respondents.