A

SYNOPSIS REPORT
ON
AFTER SALES AND SERVICES
AT
MARUTI INDUS MOTORS
Submitted
By
KAVURI LIKITH KUMAR
H.T.NO: ***
PROJECT SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF DEGREE
OF

MASTER OF BUSINESS ADMINISTRATION

Department of Business Administration

AURORA’S PG COLLEGE
PEERZADIGUDA
(Affiliated to Osmania University)
2023-2024
 Aurora’s PG College , PEERZADIGUDA
Department of Management

SYNOPSIS

Title of the Project : AFTER SALES AND SERVICES

Student Name : KAVURI LIKITH KUMAR

Hall Ticket Number : ***

Signature of the Student :

Signature of the Guide :

 INDEX
. No. CONTENTS Page No

1 TITLE OF THE PROJECT

2 STATEMENT OF THE PROBLEM

3 INTRODUCTION

4 AIMS AND OBJECTIVES

1) NATURE OF THE STUDY
2) SCOPE OF THE STUDY
3) DATA COLLECTION METHODS
4) TOOLS FOR ANALYSIS
5) CHAPTERISATION
1.1 INTRODUCTION

Customer satisfaction, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business and is part of the four of a Balanced
Scorecard.

In a competitive marketplace where businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key element
of business strategy.[1]

However, the importance of customer satisfaction diminishes when a firm has

increased bargaining power. For example, cell phone plan providers, such as AT&T
and Verizon, participate in an industry that is an oligopoly, where only a few
suppliers of a certain product or service exist. As such, many cell phone plan
contracts have a lot of fine print with provisions that they would never get away if
there were, say, a hundred cell phone plan providers, because customer satisfaction
would be way too low, and customers would easily have the option of leaving for a
better contract offer.

Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-customers. [2] Measuring
customer satisfaction provides an indication of how successful the organization is at
providing products and/or services to the marketplace.

Customer satisfaction is an abstract concept and the actual manifestation of the state of
satisfaction will vary from person to person and product/service to product/service. The state
of satisfaction depends on a number of both psychological and physical variables which
correlate with satisfaction behaviors such as return and recommend rate. The level of
satisfaction can also vary depending on other factors the customer, such as other products
against which the customer can compare the organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988
delivered SERVQUAL which provides the basis for the measurement of customer
satisfaction with a service by using the gap between the customer's expectation of
performance and their perceived experience of performance. This provides the researcher
with a satisfaction "gap" which is semi-quantitative in nature. Cronin and Taylor extended the
disconfirmation theory by combining the "gap" described by Parasuraman, Zeithaml and
Berry as two different measures (perception and expectation) into a single measurement of
performance relative to expectation.

The usual measures of customer satisfaction involve a survey with a set of statements using a
Likert Technique or scale. The customer is asked to evaluate each statement in terms of their
perception and expectation of performance of the service being measured.

It's a well known fact that no business can exist without customers. In
the business of Website design, it's important to work closely with your
customers to make sure the site or system you create for them is as close
to their requirements as you can manage. Because it's critical that you
form a close working relationship with your client, customer service is of
vital importance. What follows are a selection of tips that will make your
clients feel valued, wanted and loved.

CUSTOMER SATISFACTION
The word satisfaction comes from the Latin word “satis” (Enough) and faction (to do or
make). These words suggest the true meaning of Satisfaction, which is fulfillment.
Managerially, fulfillment usually translate to solving problem and satisfy the customer is not
enough to produce high level of customer loyalty, business needs to move beyond more
satisfaction, to customer delight.
The Purpose Of the Business:
Peter F. Drucker considered to be one of the leading management gurus in the world, believes
that the purpose of business to relate and them retain the satisfied customer. Although the
firm has to make the money, Drucker argues that making money is a necessity and does not a
purpose. It is in fact, the end result a desirable out come of creating satisfied customer.
Theodore Levitt, ha Harward Business professor, who explains by an analogy with human
beings, express similar sentiment / all human have to eat to survive, but eating is not-their
purpose. Further more making money does not provide a legitimate reason for society and to
support the moneymaking enterprise. A society supports businesses as they survey its
member by catering to their needs to leave them satisfy. Dissatisfying enough customer and
not only will these specific customer stop buying from the firm, but the society at large will
condemn the firm and may even panelized it – to the point of its extinction. In repose to such
messages, co part of the corporate mission and utilizes an understanding of the customer
behavior as input to all its marketing plans and decision.

1.2 SCOPE OF THE STUDY

 Customer satisfaction is the ultimate aim of any business and there by business entirely
depend upon its customer for its survival and growth. So this study helps the researcher a lot
to do any business in future.

This project work was undertaken with a view to study the title of “ A STUDY ON
CUSTOMER SATISFACTION OF MARUTY INDUS MOTORS AFTER SALES
SERVICE”. It is also aims to find out the standards and qualities that the customer expects.

From this study the preference and problem of the customer can be met. The study helps to
know the necessary change in the service, features and customer feelings about service. The
study will be use for the company to make changes in price. Placement and promotion
activities the study was conducted by doing a survey of 50 respondents in Calicut. The results
represented through tables and chart. Suggestions and conclusion are also given at the end of
the report.

1.3 OBJECTIVES OF THE STUDY

Primary objective:
To undergo an in-depth study bout Maruti Indus Motors after sles service.
Secondary objective:

 1. To evaluate the attitude of customers towards Indus motors servicing.

 2. To rate the satisfaction level.
 3. To recommend suggestions to increase customer satisfaction where as there in the
areas where there is a chance of improvement.

6. RESEARCH METHODOLOGY

Reasearch methodology refers to the systamatic method consisting of enunciating the

problem, formulating hypothesis, collecting facts or data, analysing the facts and reaching
certain conclusions either in the form of solutions towards the concerned problem or in
certain generalisations for some thoeretical formulation.

RESEARCH PROBLEM
The research needs to know about the customer satisfaction derived from the after sales
service offered by Indus Motors, Calicut. There exists of high level of competition in this
sector. So the company wants to know the present status of after sales service.
STATEMENT OF THE PROBLEM
The study is focusing on the development of strategies for effectively carrying out the
orientation training programmed. In order for that, there is a need for the clear identification
of factors directly or indirectly contributing to the effectiveness of orientation training.
RESEARCH DESIGN
Research Design is the conceptual structure within which research is conducted. It constitutes
the blueprint for collection, measurement and analysis of data. The design used for carrying
out this research is Descriptive.
This research design focus attention on the following
a. Formulation of objective of the study
b. Identify the methods of data collection
c. Selecting a suitable sample by using a valid sampling technique
d. Collection of data by using a reliable instrument
e. Analysis and interpretation of datd
f. Preperation of a detailed report

DATA TYPE: In this research the type of data collection is

• Primary data
• Secondary data
SAMPLING PLAN:
It is very difficult to collect information from every member of a population .As time and
costs are the major limitation that the researcher faces. A sample of 50 was taken the sample
size of 50 individuals were selected on the basis of convenient sampling technique. The
individuals were selected from past and existing list of the customers to form sample and data
were collected from them for the research study.

ANALYSIS AND INTERPRETATION:

Data collection through questionnaire resulted in availability of the desired information but
these were useless until there were analyzed. Various steps required for this purpose were
editing, coding and tabulating. Tabulating refers to bringing together similar data and
compiling them in an accurate and meaningful manner. The data collected by
Questionnaire was analyzed, interpreted with the help of table, bar chart and pie chart.
SAMPLE UNIT

The Customers of Indus Motors, Calicut are the sample unit in the survey.

SAMPLE SIZE

The sample size chosen for this study is 50

SOURCES OF DATA

Primary Data: Filling up questionnaire by past and existing customers of after sales service
Secondary Data: Books, newspapers, Websites, and data from company officials.
PRIMARY DATA

Primary data is the specific information collected by the person who is doing the research. It
can be obtained through clinical trials, case studies, true experiments and randomized
controlled studies. This information can be analyzed by other experts who may decide to test
the validity of the data by repeating the same experiments.

There are many methods of collecting primary data and the main methods include:

 Questionnaires

 Interviews

 Focus group interviews

 Observation
 case-studies

 Diaries

 Critical incidents

 Portfolios.

SECONDARY DATA
The secondary data are those which have already been collected by someone
else and have been passed through statistical process. The secondary data for this study
are already available in the firm's internal records, annual report, broaches.

DATA COLLECTION METHOD

The data collection method used in this research is survey method. Here the
data are systematically recorded from the respondents.

RESEARCH TOOL

A structured questionnaire has been prepared to get the relevant information from
The respondents. The questionnaire consists of a variety of questions presented to the
Respondents for their despondence. The various types of questions used in this survey
Are:
 Open ended questions
 Closed ended questions
 Multiple choice questions

STATISTICAL METHODS USED

Statistical tools used for the purpose of evaluation are chi-square analysis. Chi-square tes is
conducted to find out whether there exists dependence relation between quality of service and
price of service.
LIMITATIONS OF THE STUDY
There are certain limitations.
o The respondents were reluctant to give correct information.
o Even though the customers gave correct information during the unstructured
interview conducted, they gave positive answer while answering the questionnaire.
o The investigator intended to cover only few areas of Maruti Suzuki relevant to the
proposed study.
o As the study was done within a limited time, investigator could not select a
sufficiently large sample for the study.
o The sample size fifty is very small