customer satisfaction my carr

1. CHAPTER-1
RESEARCH DESIGN
1. Rationale of the project
2. Objectives of the study
a) Primary
b) Secondary
3. Methodology
a) Source of information
b) Sampling method
c) Sample size
d) Tools used for analysis and interpretation
e) Geographical area covered
f) Limitations

2. RATIONALE OF PROJECT
In order to assess the satisfaction level of the customers of MY CAR towards
their services , a research study has been undertaken by the researcher. Various factors
that decides the satisfaction level towards a firms centre have been studied and
presented. This study will help the MY CAR service centre to identify their strengths
and weakness and will be helpful for them to improve their services. Also various
parameters included the questionnaire may help the customers to re-think and analyse
the real satisfaction level they have towards MY CAR.
For this study 50 customers of MY CAR were considered.

3. OBJECTIVES OF THE STUDY
Primary Objective :
To study the customer satisfaction of Maruti Udhyogltd. With special reference
to after sale services provided by MY CAR.
Secondary Objectives:
To analyse the "customer satisfaction" strategies adopted by "MARUTI
UDYOG Ltd."

4. METHODOLOGY
1) Sources of information:
PRIMARY :Questionnaire was made and was given to the customers for their
feedbacks.
SECONDARY :Brochures, internet, journals.
2) Sampling method:
Random sampling:
The process of collecting and analyzing only a small representative portion of a larger
group. Each item must have the same likelihood of being selected.
3) Sample size:
50 customers of “MY CAR”.
4) Tools to be used for analysis and interpretation:
 Statistical tools used like mean, median & mode.
 Bar graphs for interpretation.
5) Geographical area covered:

5. For this study the customers of MY CAR ltd. in Bhopal were considered.
LIMITATIONS
 I did not get back all the Questionnaires on time,which dragged my research
work a bit further on time.
 Many a times I had to go behind the respondents to get the information.
 The number of respondents were limited to 50 and can not be treated as whole
population.
 The respondents may be biased .

6. CHAPTER - 2
1. Introduction to the topic (customer satisfaction)
2. Profile of the organization

7. INTRODUCTION TO THE TOPIC
CONSUMER BEHAVIOUR
Consumer behaviour is the study of individuals, groups, or organizations and
the processes they use to select, secure, use, and dispose of products, services,
experiences, or ideas to satisfy their needs and wants. It is also concerned with the
social and economic impacts that purchasing and consumption behaviour has on both
the individual consumer and on broader society. Consumer behaviour blends elements
from psychology, sociology, social anthropology, marketing and economics, especially
behavioural economics. It examines how emotions, attitudes and preferences affect
buying behaviour. Characteristics of individual consumers such as demographics,
personality lifestyles and behavioural variables such as usage rates, usage occasion,
loyalty, brand advocacy, willingness to provide referrals, in an attempt to understand
people's wants and consumption are all investigated in formal studies of consumer
behaviour. The study of consumer behaviour also investigates the influences, on the
consumer, from groups such as family, friends, sports, reference groups, and society in
general.
CONSUMER SATISFACTION
Customer satisfaction, a term frequently used in marketing, is a measure of
how products and services supplied by a company meet or surpass customer
expectation. Customer satisfaction is defined as "the number of customers, or

8. percentage of total customers, whose reported experience with a firm, its products, or
its services (ratings) exceeds specified satisfaction goals." In a survey of nearly 200
senior marketing managers, 71 percent responded that they found a customer
satisfaction metric very useful in managing and monitoring their businesses.
It is seen as a key performance indicator within business and is often part 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.
"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 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. For this reason, a luxury resort, for example, might receive a lower
satisfaction rating than a budget motel—even though its facilities and service would be
deemed superior in 'absolute' terms."
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

9. too low, and customers would easily have the option of leaving for a better contract
offer.
PROFILE OF THE ORGANISATION
MY CAR
My Car Group, Bhopal started in 2003 and the Group today is amongst the Top
Business Houses in Central India. The foot prints are marked over a wide range of
Businesses/Services viz. Automobile Trading (Two & Four Wheeler Passenger
Vehicles and Commercial Vehicles ), Retail, Distribution, Telecom and Real Estate
The Group feels privileged to be associated with Automobile Giants of International
Repute Viz. MarutiUdyog Ltd, Hero Moto Corp., Polaris USA, JCB and Tata Motors
Ltd. Our Group also feels happy and honored for its association with MNCs like
Nokia, HCL, Levis, Nike…… The Group is having its effective presence in 6 states
and 17 cities. The total turnover of group is over 8000 million We expect to exceed.
Our Vision
To be a leading Retail Business House with pan India presence measured by Customer
Delight, Task Force Pride and Share Holder’s emphasis by fostering ethical values and
encouraging standard practices.
Our Mission
“My Car Group a Growing Business House, fully aware of its Corporate Social
Responsibilities and translating them into ACTION. We persistently strive in
associating with Global Leaders to add to our Brand Portfolio. We are determined to
provide High Quality Products and Services with a Motto to share our Success and

10. Dividends with Business Partners, Stock-Holders and Work Force to enable them
receive a sustained and better return on investment.”
Philosophy
The Guiding Principles :- Retain Performing Individuals who are the Assets of the
Company and Continuous & Untiring Efforts for Growth in Business. Ensure
maximum customer delight through synergized efforts & smart team work..

11. CHAPTER- 3
DATA ANALYSIS
1. Data Presentation and interpretation

12. Q.1-Did you receive any intimation through calls or letters for the service due date?
A. Yes
B. No
Option A B Total
Total 44 6 50
Percentage 88 12 100
INTERPRETATION:
88% customers responded (YES) for the question, i.e they received intimation through
calls/ letters for their service due date.
0
10
20
30
40
50
60
70
80
90
100
Yes No
Respondents

13. Q.2- When u entered, what was the total time taken before someone from the staff
attended you.
A. Excellent(2 min)
B. Good(2-5 min)
C. Fair (5-10 min)
D. Poor (10 min)
Options A B C D Total
Total 8 36 5 1 50
Percentage 16 72 10 2 100
INTERPRETATION
72% customers opted for option (B), i.e the time taken before anyone from the staff
attended them was good.(2-5 mins)
0
10
20
30
40
50
60
70
80
Excellent(2min) Good(2-5 min) Fair(5-10 min) Poor(10 min)
respondents

14. Q.3-How do you rate cleanliness & comfort of service reception & customer waiting
lounge or area.
A. Excellent
B. Good
C. Fair
D. Poor
Options A B C D Total
Total 9 36 5 0 50
Percentage 18 72 10 - 100
INTERPRETATION :
72% customers responded good for cleanliness and comfort of the service reception &
customer waiting lounge.
0
10
20
30
40
50
60
70
80
Excellent Good Fair Poor
respondents

15. Q.4- Do you think, the person who attended to you & accepted your vehicle for service
was able to understand the vehicle’s issue & also answered all your queries?
A.Yes
B. No
Options A B Total
Total 50 o 50
Percentage 100 - 100
INTERPRETATION :
All the respondents were satisfied with the staff & all their queries were answered
appropriately.
0
20
40
60
80
100
120
Yes No
respondents

16. Q.5- What type of service betterment do you expect for MY CAR in future?
A.Better Service
B.Better settlements& claims
C.Better returns
D.Others
Options A B C D Total
Total 7 26 13 4 50
Percentage 14 52 26 8 100
INTERPRETATION :
52% customers needs better settlements & claims from MY CAR .
0
10
20
30
40
50
60
Better service Better settlements
& claims
Better returns Others
respondents

17. Q.6- How convinced are you when the vehicle is delivered as per the alloted time?
A. Very convinced
B. Convinced
C. Not convinced
D. Dissapointed
Options A B C D Total
Total 8 41 1 0 50
Percentage 16 82 2 - 100
INTERPRETATION :
82% customers were convinced , that their vehicle was delivered on time.
0
10
20
30
40
50
60
70
80
90
Very convinced Convinced Not convinced Dissapointed
respondents

18. Q.7- Do you feel service charges/ repair charges were reasonable?
A.Yes
B. No
Option A B Total
Total 49 1 50
Percentage 98 2 100
INTERPRETATION :
All most all the customers think that the service charges & repair charges were
reasonable.
0
20
40
60
80
100
120
Yes No
respondents

19. Q.8- What is your experience related to availability of spare parts?
A. Excellent
B. Satisfied
C. Not satisfied
D. Average
Options A B C D Total
Total 15 34 0 1 50
Percentage 30 68 - 2 100
INTERPRETATION :
68% customers were satisfied with the availability of spare parts.
0
10
20
30
40
50
60
70
80
Excellent Satisfied Not satisfied Average
respondents

20. Q.9- How do you feel about MY CAR service department?
A. Excellent
B. Satisfied
C. Not satisfied
D. Average
Options A B C D Total
Total 9 40 0 1 50
Percentage 18 80 - 2 100
INTERPRETATION :
80% of the customers were satisfied with the MY CAR service department.
0
10
20
30
40
50
60
70
80
90
Excellent Satisfied Not satisfied Average
respondents

21. Q.11- Did you find service center staff cooperative & polite?
A. Yes
B. No
Options A B Total
Total 50 0 50
Percentage 100 - 100
INTERPRETATION :
All the customers responded YES for the above question , i.e they found service center
staff cooperative & polite.
0
20
40
60
80
100
120
Yes No
respondents

22. Q.12- How would you rates overall service experience.
A. Excellent
B. Good
C. Fair
D.Poor
Options A B C D Total
Total 10 37 3 0 50
Percentage 20 74 6 - 100
INTERPRETATION :
74% of the respondents rated overall service experience as good.
0
10
20
30
40
50
60
70
80
Excellent Good Fair Poor
respondents

23. Q.13- Based on your overall experience, would you visit this service center again?
A. Yes
B. No
Options A B Total
Total 50 0 50
Percentage 100 - 100
INTERPRETATION :
All the respondents were satisfied with the service center& would visit again.
0
20
40
60
80
100
120
yes no
respon
dents

24. CHAPTER-4
1. Major findings
2. Suggestions
3. Conclusion

25. FINDINGS
 88% of the customers received intimation through calls/ letters for their service
due date.
 Majority of the customers were satisfied with the staff of MY CAR.
 72% of the customers responded good for the cleanliness & comfort of the
service reception & customer waiting lounge.
 All most all the customers were convinced with the delivery time of their
vehicles.
 All the customers think that the service & repair charges are reasonable.
 68% of the customers were satisfied with the availability of the spare parts.
 80% of the customers are satisfied with the overall service department of MY
CAR.
 Every customer found the staff cooperative & polite.

26. SUGGESTION
 The company should keep in mind the need of young generation.
 Company should improve the promotion strategy of product.
 The Company should know its customers satisfaction level throughout
doing periodic surveys. Periodic surveys can treat customer satisfaction
directly.
 Company should improve/upgrades its employee’s product knowledge, market
situation, and its competitor’s knowledge by giving proper training to
employee.
 Company should upgrade or innovate its new product.
 The Company should make changes according to the other competitors
&according to the customer’s expectations.

27. CONCLUSION
Customer Satisfaction is mainly defined as the customer should be satisfied with the
services the company provide.
Basically we have seen in this project that majority of the customers were satisfied
with the services given by My Car. Almost every customer were satisfied with the
work environment and the behavior of My Car staff.
Also My Car staff were concerned about the after sales services that should be given to
customers, and they provided better after sales services to majority of the customers.

28. BIBLIOGRAPHY
Books:
 Bhargava RC, The Maruti Story: How a public sector put India on wheels
Evangelos Grigoroudis, Yannis Siskos, Customer Satisfaction Evaluation:
 Methods for Measuring and Implementing Service Quality.
Websites:
 http://en.wikipedia.org/wiki/Customer_satisfaction
 http://www.marutibhopalindore.com/
 http://www.marutibhopalindore.com/aboutus.htm

29. ANNEXURE

30. ANNEXURE
Q.1- Did you receive any intimation through calls or letters for the service due date?
A. Yes
B. No
Q.2- When you entered, what was the total time taken before someone from the staff
attended you.
A. Excellent(2 min)
B. Good(2-5 min)
C. Fair (5-10 min)
D. Poor (10 min)
Q.3- How do you rate cleanliness & comfort of service reception & customer waiting
lounge or area.
A. Excellent
B. Good
C. Fair
D. Poor
Q.4- Do you think, the person who attended to you & accepted your vehicle for service
was able to understand the vehicle’s issue & also answered all your queries?
A.Yes
B. No
Q.5- What type of service betterment do you expect for MY CAR in future?
A.Better Service

31. B.Better settlements& claims
C.Better returns
D.Others
Q.6- How convinced are you when the vehicle is delivered as per the alloted time?
A. Very convinced
B. Convinced
C. Not convinced
D. Dissapointed
Q.7- Do you feel service charges/ repair charges were reasonable?
A.Yes
B. No
Q.8- What is your experience related to availability of spare parts?
A. Excellent
B. Satisfied
C. Not satisfied
D. Average
Q.9- How do you feel about MY CAR service department?
A. Excellent
B. Satisfied
C. Not satisfied
D. Average
Q.11- Did you find service center staff cooperative & polite?
A. Yes
B. No
Q.12- How would you rates overall service experience.
A. Excellent
B. Good
C. Fair
D.Poor

32. Q.13- Based on your overall experience, would you visit this service center again?
A. Yes
B. No

33. CERTIFICATE(From the organization on the letterhead with seal)

34. CERTIFICATE
This is to certify that the Project Work titled “CUSTOMER
SATISFACTION” is bonafide work of student “TARUN TILWANI”
undertaken for the partial fulfillment of BACHELOR OF BUSINESS
ADMINISTRATION (BBA) degree of Barkatullahuniversity under my
guidance. This project work is original and has not been submitted earlier
for the award of any degree or associate ship of any other university.
Signature of the Guide

36. SUMMER TRAINING
PROJECT REPORT ON
CONSUMER SATISFACTION REGARDING
AFTER SALES SERVICES
WITH REFERENCE TO MY CAR
TOWARDS THE PARTIAL FULFILMENT OF THE REQUIREMENTS OF THE THREE YEAR FULLTIME BBA
(BACHELOR OF BUSINESS ADMINISTRATION)
Session 2014-17
Submitted to : Submitted by :
Ms. Sapna Namdev Shivangi Tomar
Asst. Professor Roll No. 1523BBA14GT070
BBA VI Sem.
FACULTY OF MANAGEMENT
RAM KRISHNA DHARMARTH FOUNDATION UNIVERSITY

37. BHOPAL (MADHYA PRADESH)- 462023
PREFACE
This project report has been prepared in partial fulfillment of the
requirement of the programme B.B.A. For preparing the PROJECT
REPORT , I have visited the MY CAR company during the suggested
duration for the period of 45 days, to avail the necessary information .
The blend of learning and knowledge acquired during my practical
studies at the company is presented in this PROJECT REPORT.
The rationale behind visiting the company and preparing the
PROJECT REPORT is to “THE CONSUMER SATISFACTION
REGARDING AFTER SALES SERVICES WITH REFERENCE
TO MY CAR".

38. TO WHOMSOEVER IT MAY CONCERN
This is to certify that SHIVANGI TOMAR student of BBA (VI Sem) of
RKDF UNIVERSITY (Ram Krishna Dharmarth Foundation University)
has completed his project work with My Car Bhopal on the Topic "Consumer
Satisfaction Regarding After Sales Services" during 01st March 2017 to 15th
April 2017 (45 days) under the guidance of the undersigned.
I wish her very good and bright future.
For My Car Bhopal
Manager,
My Car,
Koh-e-Fiza, Bhopal
BHOPAL MOVES ON MY CAR
No. 1 Maruti Suzuki Dealer in M. P.
B-2, BDA , Koh-e-Fiza, Bhopal (M.P.)
Ph : 0755 - 3988833, 4222999 Fax : 0755 - 2677223
Date ........................Date ........................

39. ACKNOWLEDGEMENT
I take this opportunity to express my profound gratitude and deep regards to my
guide Ms. Sapna Namdev for her exemplary guidance, monitoring and constant
encouragement throughout the course of this research project. The blessing, help and
guidance given by her from time to time, shall carry me a long way in the journey of
life on which I am about to embark.
I also take this opportunity to express a deep sense of gratitude to Mr. Saurabh
Garg, CMD, MY CAR group for his cordial support , valuable information and
guidance, which help me in completing this task through various stages.
I am obliged to the staff members of MY CAR, for the valuable information
provided by them in their respective fields. I am grateful for their corporation during
the period of my study
I also thanks our HOD Dr. G.S. Lodhi for his encouragement and support in
the form of various facilities which create a very peaceful atmosphere for our studies.
Lastly, I thank almighty, my parents, brother and friends for their constant
encouragement without which this project would not be possible..

40. DECLARATION
I, Shivangi Tomar, student of BBA VIth Semester, RKDF Uiniversity Bhopal
(M.P.) hereby declare that the Research Work entitled “Consumer Satisfaction
regarding after sales services by MY CAR ” is an original piece of research work
carried out by me under the guidance and supervision of Ms. Sapna Namdev
The information has been collected from genuine & authentic sources. I have put in
all my efforts to make this project successful and I would feel very much grateful for
having such projects in future also. I also declare that this Research Report has not
been submitted to any other university/Institute for the award of any degree or any
professional diploma. The work has been submitted in partial fulfillment of Bachelor
of Business Administration of RKDF University, Bhopal.
Place – Bhopal
Shivangi Tomar
BBA 6th
Semester

41. CONTENTS
Chapter -1 Research Design Page no.
1. Rationale of the project 2
2. Objective of study 3
3. Methodology 4
Chapter-2
1. Introduction to the topic 7
2. Profile of the organization 9
Chapter-3
1. Data collection and interpretation 12
Chapter-4
1. Major findings 25
2. Suggestions 26
3. Conclusion 27
Bibliography 28
Annexure 29

42. SUMMER TRAINING
PROJECT REPORT ON
MARKETING MANAGEMENT
TOWARDS THE PARTIAL FULFILLMENT OF THE REQUIREMENTS OF THE
THREE YEAR FULLTIME BBA
(BACHELOR OF BUSINESS ADMINISTRATION)
Session 2014-17
Submitted to : Submitted by :
Ms. Sapna Namdev Sunita Chakraborty
Asst. Professor Roll No. 1523BBA14GT078
BBA VI Sem.
FACULTY OF MANAGEMENT
RAM KRISHNA DHARMARTH FOUNDATION UNIVERSITY

43. BHOPAL (MADHYA PRADESH)- 462023
PREFACE
This project report has been prepared in partial fulfillment of the
requirement of the programme B.B.A. For preparing the PROJECT
REPORT, I have visited the GO GREEN BOV. company during the
suggested duration for the period of three months, to avail the
necessary information . The blend of learning and knowledge acquired
during my practical studies at the company is presented in this
PROJECT REPORT.
The rationale behind visiting the company and preparing the
PROJECT REPORT is to “MARKETING MANAGEMENT".

44. TO WHOMSOEVER IT MAY CONCERN
This is to certify that SHIVANGI TOMAR student of BBA (VI Sem) of
RKDF UNIVERSITY (Ram Krishna Dharmarth Foundation University)
has completed his project work with My Car Bhopal on the Topic "Consumer
Satisfaction Regarding After Sales Services" during 01st March 2017 to 15th
April 2017 (45 days) under the guidance of the undersigned.
I wish her very good and bright future.
For My Car Bhopal
Manager,
My Car,
Koh-e-Fiza, Bhopal
BHOPAL MOVES ON MY CAR
No. 1 Maruti Suzuki Dealer in M. P.
B-2, BDA , Koh-e-Fiza, Bhopal (M.P.)
Ph : 0755 - 3988833, 4222999 Fax : 0755 - 2677223
Date ........................Date ........................

46. ACKNOWLEDGEMENT
I take this opportunity to express my profound gratitude and deep regards to my
guide Ms. Sapna Namdev for her exemplary guidance, monitoring and constant
encouragement throughout the course of this research project. The blessing, help and
guidance given by her from time to time, shall carry me a long way in the journey of
life on which I am about to embark.
I also take this opportunity to express a deep sense of gratitude to Mr. Sunil
Upadhyay, Go Green Bov. for his cordial support, valuable information and
guidance, which help me in completing this task through various stages.
I also thanks our HOD Dr. G.S. Lodhi for his encouragement and support in
the form of various facilities which create a very peaceful atmosphere for our studies.
Lastly, I thank almighty, My Parents, Brother and Friends for their constant
encouragement without which this project would not be possible..

47. DECLARATION
I, Sunita Chakraborty student of BBA VIth Semester, RKDF Uiniversity Bhopal
(M.P.) hereby declare that the Research Work entitled “Marketing Management ” is
an original piece of research work carried out by me under the guidance and
supervision of Ms. Sapna Namdev
The information has been collected from genuine & authentic sources. I have put in
all my efforts to make this project successful and I would feel very much grateful for
having such projects in future also. I also declare that this Research Report has not
been submitted to any other university/Institute for the award of any degree or any
professional diploma. The work has been submitted in partial fulfillment of Bachelor
of Business Administration of RKDF University, Bhopal.
Place – Bhopal
Sunita Chakraborty
BBA 6th Semester

49. 

50. TO WHOMSOEVER IT MAY CONCERN
This is to certify that Nishtha Baveja student of BBA (III Sem) of Jagran
Lakecity University, Bhopal has completed his project work with My Car Bhopal on
the Topic "Customer Satisfaction Regarding After Sales Services" under the
guidance of the undersigned from 01.06.2016 to 25.06.2016
I wish him very good and bright future.
For My Car Bhopal
Manager,
My Car,
Koh-e-Fiza, Bhopal
BHOPAL MOVES ON MY CAR
No. 1 Maruti Suzuki Dealer in M. P.
B-2, BDA , Koh-e-Fiza, Bhopal (M.P.)
Ph : 0755 - 3988833, 4222999 Fax : 0755 - 2677223
Date ........................

51. No. 101/102, Near Vishal Mega
Mar,t M.P. Nagar,
Bhopal - 462011
angelbroking.com
Date : 20 April, 2017
CERTIFICATE
This is to certify that SHIVANGI TOMAR student of BBA (VI Sem) of
JAGRAN LAKECITY UNIVERSITY has completed her project work on the
Topic "STOCK EXCHANGE - With Special Reference to Angel Borking"
during 01st March 2017 to 15th April 2017 (45 days) under the guidance of the
undersigned.
I wish her very good and bright future.
For Angel Borking

52. 

53. TO WHOMSOEVER IT MAY CONCERN
This is to certify that Mohit Raisinghani student of BBA (III Sem) of Jagran Lakecity
University, Bhopal has completed his project work with My Car Bhopal on the Topic
"Customer Satisfaction Regarding After Sales Services" under the guidance of the
undersigned from 01.06.2016 to 25.06.2016
I wish him very good and bright future.
For My Car Bhopal
Manager,
My Car,
Koh-e-Fiza, Bhopal
BHOPAL MOVES ON MY CAR
No. 1 Maruti Suzuki Dealer in M. P.
Date 25.06.2016