MEENAKSHI COLLEGE OF ENGINEERING

DEPARTMENT OF MANAGEMENT STUDIES

INTERNSHIP REPORT
ON
VISHNU CARS PRIVATE LIMITED

NAME
:KALAIYARASAN
Reg . No :
311415631020
Customer Satisfaction
Customer Satisfaction
Customer satisfaction is a term frequently used
inmarketing
Customer satisfaction is defined as "the number of
customers, or percentage of total customers, whose
reported experience with a firm, its products, or its
services (ratings) exceeds specifiedsatisfactiongoals
They focus employees on the importance of fulfilling
customers' expectations because it is their primary
motive.
Therefore, it is essential for businesses to effectively
manage customer satisfaction. To be able do this,
firms need reliable and representative measures of
satisfaction.
COMPANY PROFILE
Vishnu Cars Private Ltd.is part of "Vishnu Group, Chennai.
The Group is promoted by Mr. Immani Venkata Rao and Mrs
Deepa Venkat who hails from Andhrapradesh. Mr & Mrs Venkat
are also involved in lot of social service activities through
Swarna Bharat Trust, Which has wide operations in 3 locations
in Andhra Pradesh (Nellore ,Vijayawada and Vizag) and
Hyderabad in Telangana since 2001.
Mrs Venkat is the Managing Trustee and the trust thrives for
empowering rural masses in fields of Health education and
empowerment (Vocational Training and Skill
Development).Under her able leadership the Swarna Bharat
Trust has up to now has a beneficiaries base of 25,000
Trainees in various livelihood (Both Men and Women) and self
employment generation and skill development programmes
and has provided education to more than 1,000 school
dropout children of agriculture labor and economically
backward class children absolutely free of cost . The trust
runs a school Akshara vidyalaya (CBSC) and Swarna Bharathi
Vidya Mandir (State board) for the children of economically
weaker sections with very minimum charges.
The Group is diversified into Automobile Dealerships (Two,
Three & Four Wheeler in both Passenger and Commercial
Vehicles), Power Generation (Bio Mass), Gold Hallmarking,
Centralized Warehousing - Handling - Transportation of Hero,
Honda & Yamaha Motorcycles for Dealers in Chennai.
The current employee base is about 1,500 and their annual
turnover is about INR 600 core.
The Group operates in two locations i.e Chennai and
Visakhapatnam.
Vishnu Cars Private Ltd., was incorporated during the year
2005 to take up the Dealership of M/s Hindustan Motors Ltd.,
for dealing in Sales, Service and Spares of Ambassador Cars
in Chennai.
.The company with Highest Customer Satisfaction levels has
won many awards
During the years 2012-13 and 2014-15 won Platinum Awards
and during the year 2013-14 won the Gold Award from M/s
MSIL for its Best Performance in overall parameters (BSC )
and won Best Service Center award in entire South India.
Companys Short term vision is to be in "Club 500 Dealers
for the Financial year 2016-17.
Industry profile
Maruti Suzuki started out in 1982 in Gurgaon,
Haryana.
India turned out 40,000 cars every year
Maruti Suzuki create value through innovation,
quality, creativity, partnerships, openness and
learning.
Maruti Suzuki is one of the major selction project
in 1986 and makes 1.5 million family cars every
year. Thats one car every 12 seconds. We drove
up head and shoulders above every major global
auto company
The headquarters is at New Delhi
It was started in the year 1981 and it is an
automotive industry.
There are nearly 12900 working in the company
The revenue of the company is Rs. 58,612 crore
In 1997, there was a change in ownership, and
Maruti became predominantly government
controlled. Shortly thereafter, conflict between
theUnited Front Governmentand Suzuki started.
Maruti Suzukibegun to take major steps towards
making worldclass Quality Systems by imbibing
the ISO 9000/QS 9000 Quality Systems.
Theprincipal export items included tractor
parts, motorcycle parts, piston rings,fuel injection
parts, radiators, headlamps, auto bulbsetc
The top players in the Indian automobile industry
have played a key role in the growth and
development of the automobile industry in India.
Companies like Bajaj Auto, Hindustan Motors and
TVS Motors
 OBJECTIVE OF THE

STUDY
The setting of objective is the corer stone of a systematic
study. The study will be fruitful one when the basis laid down is
a concrete one they represent the desired solution to the
problem and help in proper utilization of opportunities.
Objectives:
The objectives of the research are:
1)To know the level of satisfaction of customers towards vishnu
cars Private limited .
2) To know the features that attracts the customer to subscribe
to Idea cellular.
3) To find out which sales promotion tools will increase Consumer
awareness.
4) The Primary objective of the study was to examine
the effect of Sales Promotion, Price and Premium
Promotion, on Consumer Based Brand Equity (CBBE) The
study had the following specific objectives:
a) To find out the differential effects of Sales
Promotions, viz., Price Promotion and Premium
Promotion on Consumer Based Brand Equity.
b) To explore the differential effects of Sales Promotion
on the dimension of Consumer Based Brand Equity,
viz., Brand Awareness and Associations, Perceived
Quality and Brand Loyalty and Overall Brand Equity
among Convenience, Shopping and Specialty product
categories.
c) To find out the effects of Sales Promotions, Price and
Premium Promotions, on different categories of products,
viz., Convenience, Shopping and Specialty
Products on Consumer Based Brand Equity.
NEED OF THE STUDY

The ruling factors of todays market have a common axis

named consumer, who decides the destiny of any firm in the
market.
Every organization is increasingly interested in retaining
existing customers while targeting new customers.
Measuring customer satisfaction provides an indication of how
successful the organization is at providing products and/or
services to the marketplace.
Maruthi suzuki is the third largest automobile industry in India.
By measuring its customer satisfaction it can increase its
market share as well as brand loyalty.
This study helps to find out the factors affecting purchasing
behavior of telecom products and to know customers opinion
regarding the services offered byautomobile industry.
Review of literature
According to Neil T. Bendle, "Within organizations, customer
satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers
expectations. Furthermore, when these ratings dip, they warn of
problems that can affect sales and profitability. . . . These
metrics quantify an important dynamic. When a brand has loyal
customers, it gains positive word-of-mouth marketing, which is
both free and highly effective."
In the words of David J. Reibstein ,"In researching satisfaction,
firms generally ask customers whether their product or service
has met or exceeded expectations. Thus, expectations are a key
factor behind satisfaction. When customers have high
expectations and the reality falls short, they will be disappointed
and will likely rate their experience as less than satisfying."
Parasuraman, Zeithaml and Berry between 1985 and
1988 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 measurer with a satisfaction "gap" which
is objective and quantitative in nature.
Their satisfaction is generally measured on a five-
point scale.

Customer satisfaction data can also be collected on a

10-point scale.
Research Methodology:
Research Methodology:

The purpose of methodology is to describe the process involved in research work. This includes
the overall research design, data collection method, the field survey and the analysis of data.

Research Objective:

To find the satisfaction amongst the customers of Maruti.

Research Design:

Detailed and structured questionnaire was designed.

Survey a sample of 100 customers.
The methodology developed was Primary and Secondary research.
The questionnaire was designed to get information from customers about their satisfaction and
overall opinion about Maruti.

Sources of Data:

Primary data---- Through questionnaires

Secondary data------Through books

QUESTIONAIRE
QUESTIONAIRE Dear Sir/Madam I am conducting a survey on
customer satisfaction towards Maruthi and Tata motors in vishnu
cars private limited. I would be grateful to you if you could spare a
few minutes of your valuable time to answer the following questions
(1) Name
(2) Age
(3) Gender
(4) Address
(5) Phone No:
(6) Salary (a) Rs 5,000/- to Rs 10,000/-
(b) Rs 10,000/- to Rs 15,000/-
(c) Rs 15,000/- to Rs 20,000/-
(d)Rs 20,000/- and above
(7)Which company vehicle do you have?
(a) Tata motors
(b) Maruthi
(c) others
(8)From how many years do have this vehicle?
(a) 2 to 5 yrs
(b) 5 to 10 yrs
(c) 10 to 15 yrs
(9)What version of vehicle do you have?
(a) Petrol version
(b) Diesel version
(c) Petrol with LPG kit
 (10)For what do you make use of this vehicle?
(a) Commercial purpose
(b) Personal purpose
(c) Both
(11) How you purchased the vehicle?
(a) cash
(b) loan
(12 ) How often you get your vehicle serviced?
(a) 3 months
(b) 6 months
(c) 1 year
(13) How about interaction of sales person with you?
(a)Excellent
(b) Good
(c) Fair
(d) Poor
(14)Are you satisfied with your vehicle?
(a) Yes
(b) No
(15) Given the option to purchase a new
vehicle, which company you opt?
(a) Tata
(b) Maruthi
(c) others