Project on automobile

SHANTESHA MOTORS PVT. LTD.

People’s Education Society and Trust’s

Belgaum Institute of Management Studies,

MBA, Belgaum.

(Approved by AICTE & Affiliated to Karnataka University Dharwad)

“IMPACT OF POST SALE SERVICE ON CUSTOMER SATISFACTION AT

SHANTESHA MOTORS PVT LTD IN BELGAUM CITY”

Shantesha motors Pvt. Ltd”.

A Report Submitted in Partial Fulfillment of

the Requirement for the Award of

MASTER’S DEGREE IN BUSINESS ADMINISTRATION2010-2011

Submitted by

Vinodkumar.M.Belgall

Exam No.: MBA08006085

Belgaum Institute of Management Studies (MBA)


Institute Guide: Company

Guide:

Prof Prasanna.V.Kulkarni Mr. Vivek C.

Karadi

Faculty (Finance) Sales manger PEST’s BIMS, MBA, Shantesha Motors

Pvt. Ltd. Belgaum. Belgaum.



People’s Education Society and Trust’s

Belgaum Institute of Management Studies, MBA

Adjacent to KUD PG Center, Bhutramanhatti, Belgaum.

(Recognized by AICTE, New Delhi & Affiliated to Karnatak University Dharwad.)

This is to certify that Mr.Vinodkumar.M.Belgall, K.U.D.

Examination No. MBA08006085 of MBA IV Semester has

successfully completed his Major concurrent Project 2009-2010

for the months from Jan 4th to April 30th ,2010.

Project Guide Director

Date: ____________


CERTIFICATE

CERTIFICATE


ACKNOWLEDGEMENT

The completion and drafting is a solitary task but one which has been made smoother with

the help of many. Here I take this opportunity to thank those who have made a vital

contribution in shaping this study.

I would like to express my profound gratitude to Mr. Vivek C. Karadii (Sales Manager) and

for giving me an opportunity to take up my MCP In-plant at Shantesha Motors Pvt. Ltd.,

Belgaum.

Any accomplishment requires the efforts of many people. I am indebted to all the Employees

of Shantesha Motors Pvt. Ltd, who extended their help and cooperation in collecting data

for my project.

Regardless of the source I wish to express my gratitude to those who have contributed to my

project, even though anonymously.

I extend my thanks to our Director, Dr. Anilkumar.Garag, and Mr.Prasanna.V.Kulkarni

(Finance Faculty) and Prasannakumar.Ganji and Shankar.N.Patil for providing me an

opportunity to work for Shantesha Motors Pvt Limited.I would also like to thank my parent,

my other family members, and friends for their infinite love, valuable guidance, support and

help during my project. This project wouldn’t have seen the light of the day, if it wasn’t for

the cooperation of all these people.

Vinodkumar.M.Belgall



DECLARATION

I here by declare that work on project entitled

“IMPACT OF POST SALE SERVICE ON CUSTOMER SATISFACTION AT

SHANTESHA MOTORS PVT LTD IN BELGAUM CITY”

Submitted in partial fulfillment of the requirement for the degree of

Master of Business Administration [MBA]

to Karnataka University, Dharwad.

is my original work and is not submitted to any other degree, diploma,

Fellowship or other similar title or prizes.

The project has been individually carried out as a part of

Major concurrent Project and is meant for academic purpose only.

Date: / / Vinodkumar.M.Belgall

Place: Belgaum



CONTENTS

S NO Subject matter

1 Chapter 1 Executive Summary Introduction Literature review Statement of the problem Scope of study Objective of the study

2 Chapter 2

Organization Profile Maruti Udyog Limited

SMPL Profile Sampling Research Design Data collection method Measuring tools

3 Chapter 3 Analysis with graphs and charts Findings Conclusion Recommendation

4 Chapter 4

Appendix Questionnaire Master code sheet Bibliography



CHAPTER-I



EXECUTIVE SUMMARY

It gives me an immense pleasure to present you this entire project. The topic Is “IMPACT

OF POST SALE SERVICE ON CUSTOMER SATISFACTION AT SHANTESHA

MOTORS PVT LTD IN BELGAUM CITY” the study is undergone at shantesha motors

Pvt Ltd.,

The project report focuses on post service, awareness level of SMPL

Service station in Belgaum city. And what all service the customer wanted.

OBJECTIVE OF THE STUDY

1. To find the impact of post sale service on customer satisfaction at shantesha motors

Pvt Ltd.

2. To compare service of SMPL with that of other similar service provider.

3. To suggest and recommend the best alternatives to the management to improve

their sales and service.

4. To know the awareness and their satisfaction level of the customers of Shantesha

Motors.



DATA COLLECTIOL METHOD:

Data collection approach:

The information necessary for this survey is collected by tapping primary and

secondary sources.

Primary sources:

Questionnaire

Personal Interaction

Secondary sources:

Related information from Internet:



Organization Report

MEASURING TOOLS:

Data are useful only after analysis. Data analysis involves Converting a series

recorded observations into descriptive statements and information about relationship.

Hence concerned to this project method of analysis the data will be

1. Graphical method,

2. Simple percentage method.

3. SPSS Software method.

Findings and suggestions

Among the all product offered by Maruti Suzuki has a major share of 52%

and rest being other product

As 76% of the respondents get their car serviced form authorized service

station and reaming 24% are still getting there cars serviced form

unauthorized and local garages so the company can look into the matter and

try to gain those 24%.



INTRODUCTION

It gives me an immense pleasure to present you this entire project. The topic Is “IMPACT

OF POST SALE SERVICE ON CUSTOMER SATISFACTION AT SHANTESHA

MOTORS PVT LTD IN BELGAUM CITY” the study is undergone at shantesha motors

Pvt Ltd.,

The project report focuses on post service, awareness level of SMPL

Service station in Belgaum city. And what all service the customer wanted.

THERIOTICAL BACKGROUND OF THE STUDY

Customer satisfaction

Customer satisfaction is the key to success. Getting your customer to tell you

What’s good about your products or services, and where you need improvement Helps you

to ensure that your business measures up to their expectations. The Attached file contains a

customer satisfaction survey form designed to help gather This important information. it was

designed to make it easy for customer to fill out and to make it easy for you to quickly

customize to exactly match your company activities. It also includes suggestion for



distributing the form. Ensuring that customer that will Return the form, and following up on

comments.

Here are a few principles given by Steve smith.

The goal is to exceed customer expectation.

The more the employee satisfaction, the more the customer satisfaction.

Customer satisfaction is necessary, but not sufficient how many times do

Satisfied customer switch brands? Answer, a lot.

All initiative must be derived from defined problems. For instance ,

Dissatisfied customers don’t buy. That’s an example of a clear problem.

Initiative must produce either measurable or conceptual benefits. Distinguish between

the two benefits types.

The plan must be clear and congruent.

The plan must be resonate with the VP and at least a minority of managers who agree

with the objective and initiative.

The following items amplify customer satisfaction given by Steve smith

Quality of a company’s product and services

Quality of the relationship between the co agent the customer. Responsiveness Thoroughness Creativity



Management Problem:

Through this project, manager wants to know the post sales service performance

And feedback of the consumers, which help to retain the customer.

Organization wants to know the quality of service providing by SMPL as compare

New entrance of competitors, here whether shantesha motors able to retain the customers or

Their customers are shifting to other service station and what are the necessary action and

Improvement has to be made in the shantesha motors.

Research Problem: Derived from the management problem the statement of research problem is “ The Impact of

post sale service on customer satisfaction at Shantesha motors pvt ltd”.

OBJECTIVE OF THE STUDY

1. To find the impact of post sale service on customer satisfaction at shantesha motors Pvt Ltd .

2. To compare service of SMPL with that of other similar service provider.

3. To suggest and recommend the best alternatives to the management to improve their sales and service.

4. To know the awareness and their satisfaction level of the customers of Shantesha Motors.



Purpose of the study

The per capita income is increasing and hence consumers are demanding more goods and

service for luxurious life, hence market is growing, demand is increasing and hence

competition there to grab the upcoming opportunities we need to improve in the both

consumer satisfaction and service. This study will help to achieve the objective or the goals

of the organization and service. Hence the study will help to achieve the objectives or

organization to get feedback from customer about the organization image and retain customer

and satisfy the customer needs by providing quality service and this study provides to know

the satisfaction of customers towards post sales services.

Scope of the study

The study will provide solutions to the management by understanding customer feedback and

level of satisfaction, service provided by the management. Through this study management

will know.

The satisfaction level of the consumers

The important service desired by consumers at Shantesha motors.

The scope of the study is restricted up to Belgaum city.



CHAPTER-II



ORGANIZATION PROFILE

MARUTI UDYOG LIMITED

ORGANIZATION OVERVIEW:

Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act of

Parliament, to meet the growing demand of a personal mode of transport caused by the lack

of an efficient public transport system.

Suzuki Motor Company was chosen from se

ven prospective partners worldwide. This was due not only to their undisputed

leadership in small cars but also to their commitment to actively bring to MUL contemporary

technology and Japanese management practices (which had catapulted Japan over USA to

the status of the top auto manufacturing country in the world).

A licence and a Joint Venture agreement was signed between Govt of India and

Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in Oct 1982.

The objectives of MUL then were:

1 Modernization of the Indian Automobile Industry.

2 Production of fuel-efficient vehicles to conserve scarce resources.

3 Production of large number of motor vehicles which was necessary for economic

growth.



ORGANIZATION VISION:

"The Leader in The Indian Automobile Industry, creating Customer Delight

and

Shareholder's Wealth; A pride of India."

OUR CORE VALUES:

1 Customer Obsession

2 Fast, Flexible and First Mover

3 Innovation and Creativity

4 Networking and Partnership

5 Openness and Learning

TECHNOLOGICAL VANTAGE:

We have introduced the superior 16 * 4 Hypertech engines across the entire Maruti

Suzuki range. This new technology harnesses the power of a brainy 16-bit computer

to a fuel

efficient 4-valve engine to create optimum engine delivery. This means every Maruti

Suzuki

owner gets the ideal combination of power and performance from his car.



Our other innovation has been the introduction of Electronic Power Steering (EPS) in

select models. This results in better and greater maneuverability. In other words, our cars

have become even more pleasurable to drive.

PRDUCTIONI R & D:

Spread over a sprawling 297 acres with 3 fully-integrated production facilities, the

Maruti Udyog Plant has already rolled out over 4.3 million vehicles. In fact, on an average,

two vehicles roll out of the factory every minute. And it takes on an average, just 14 hours to

make a car. More importantly, with an incredible range of 11 models available in 50

variants, there's a Maruti Suzuki made here to fit every car-buyer's budget. And dream.

Production Milestones

1 st vehicle produced, December 1983

1,00,000 vehicles produced by August, 1986

5,00,000 vehicles produced by June, 1990

10,00,000 vehicles produced by March, 1994

15,00,000 vehicles produced by April, 1996

20,00,000 vehicles produced by October, 1997

25,00,000 vehicles produced by March, 1999

30,00,000 vehicles produced by June, 2000

35,00,000 vehicles produced by December 2001





MILESTONES:

2007

The Zen Estilo launched in Feb, 2007

Maruti SWIFT (Diesel)

2006

The car of the Year Maruti SWIFT.

2005

The fiftieth lakh car rolls out in April, 2005

Growth in overall sales by 15.8%

2004

New (non AlC) variant of Alto

Alto becomes India's new best selling car

LPG variant of 'Omni Cargo'

Versa 5-seater, a new variant

Baleno LXI, a new variant



Maruti closed the financial year 2003-04 with an annual sale of 472122

units, the highest ever since the company began operations 20 years ago

2003

New Suzuki Grand Vitara XL-7

Redesigned and all-new Zen

New upgraded WagonR

Enters into partnership with State Bank of India

Production of 4 millionth vehicle. Listed on BSE and NSE after a public

issue oversubscribed 10 times

2002

WagonR Pride

Esteem Diesel. All other variants upgraded

Maruti Insurance. Two new subsidiaries started: Maruti Insurance

Distributor Services and Maruti Insurance Brokers Limited

Alto Spin LXi, with electronic power steering

Special edition of Maruti 800, India's first colour-coordinated car

Maruti True value in Mumbai

Maruti Finance in Mumbai with 10 finance companies

Suzuki Motor Corporation (SMC) increases its stake in Maruti to 54.2

Percent

2001

Zen Lxi



Maruti True Value launched in Bangalore and Delhi

Maruti Versa, India's first luxury MPV

Alto Spin LXi, with electronic power steering

Alto Vxi

Customer information centers launched in Hyderabad, Bangalore and

Chennai

Launch of versa

2000

First car company in India to launch a Call Center

New Alto

Altura, a luxury estate car

IDTR (Institute of Driving Training and Research) launched jointly with

the Delhi government to promote safe driving habits.

1999

Maruti 800 EX (796cc, hatchback car)

Zen LX (993cc, hatchback car)

Zen VXi (993cc, hatchback car with power steering)

Omni XL (796cc, MUV, high roof)

Baleno (1600cc, 3 Box Cars)

Wagon R

Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai

as social initiatives



1998

Maruti launches website as part of CRM initiatives

Zen D (1527 cc diesel, hatchback car)

Zen VX & Zen VX Automatic

New (Omni & Omni E) (796cc, MUV)

Launch of website as part of CRM initiatives

1997

1998 Esteem (1299cc, 3 box car) LX, VX and AX

New Maruti 800 (796cc, hatchback Car) Standard and Deluxe

Produced the 2 millionth vehicle since the commencement of production

1996

Gypsy (E) (970cc, 4WD 8 seater)

Omni (E) (796cc, MUV, 8 seater)

Gypsy King (1298cc, 4WD, off road vehicle)

Zen Automatic (993cc, hatchback car)

Esteem 1.3L (1298 cc, 3 box Car) AX

Launch of 24-hour emergency on-road vehicle service

1995

Esteem 1.3L (1298 cc, 3 box car) VX

With the launch of second plant, installed capacity reached 200,000 units

1994



Esteem1.3L (1298cc, 3 box car) LX

Produced the 1 millionth vehicle since the commencement of production

1993

Zen(993cc, hatchback Car), which was later exported in Europe and

elsewhere as the Alto

1992

SMC increases its stake

1991

Reaches cumulative indigenization of 65 percent for all vehicles

produced

1990

Maruti 1000(970cc, 3 box), India's first contemporary sedan

1988

Installed capacity increased to 100,000 units

1987

Exported first lot of 500 cars to Hungary

1986

Maruti 800 ( New Model-796cc, hatchback Car)

Maruti 800 ( New Model-796cc, hatchback Car)

1985

Launch of Maruti Gypsy (970cc, 4 WD off-road vehicle)

1984

Omni, a 796cc MUV

Installed capacity reached 40,000 units

1983

Maruti 800, a 796 cc hatchback, India's first affordable car.



Production was started under JV A

1982

License and JV agreement signed between Maruti Udyog Ltd. and SMC

of Japan

1981

Maruti Udyog Ltd was incorporated under the provisions of the Indian

Companies Act, 1956

AWARDS:

2004

Maruti Suzuki was No.1 in Customer Satisfaction, No.1 in Sales

Satisfaction No.1 in Product Quality (Esteem and Alto) and No.1 in

Product Appeal (Esteem and Wagon R)

No.1 in Total Customer Satisfaction (Maruti 800, Zen and Alto)

Business World ranked us among the country's five most respected

companies

Business World ranked us the country's most respected automobile

company

Voted Manufacturer of the year by CNBC

Voted one of India's Greenest Companies by Business Today-AC

Nielson ORG-MARG

2003

Maruti 800, Maruti Zen and Maruti Esteem make it to the top 10



automotive brands in "Most Trusted Brand survey 2003"

J D Power ranked 3 models of Maruti on top: Wagonr, Zen and Esteem

Maruti 800 and Wagonr top in NFO Total Customer Satisfaction Study

2003.

MUL tops in J D Power CSI (200 1) for 4th time in a row

2001

MUL tops in J D Power CSI (200 1) for 2nd time in a row: another

international first

2000

Maruti bags JD Power CSI – 1st rank; unique achievement by market

leader anywhere in the world

1999

MSM launched as model workshop in India; achieves highest CSI rating.

Central Board of Excise & Customs awards Maruti with "Samman

Patra", for contribution to exchequer and being an ideal tax assessee

1998

CII's Business Excellence A ward

1996

Maruti wins INSSAN award for "Excellence in Suggestion Scheme"



Awarded the Star Trading House status by Ministry of Commerce

1994-95

Engineering Exports Promotion Council's award for export performance

1994

Best Canteen award among Haryana Industries as part of employee

welfare

1992-93


1991-92


SOCIAL WELFARE:

Welfare Camps

Every year we organize blood donation camps along with Red Cross, in which

employees donate blood. Eye check-up camps, family planning related camps and other

health camps are also organized periodically.

Medical support & welfare

The employees of Maruti have always donated generously to people affected by

natural calamities. They contributed Rs. 2 million to rehabilitate earthquake victims in

Latur.



We also run a creche for the children of construction workers, which provides food

shelter and education for 85 children.

Education to underprivileged

DPS Maruti Shiksha Kendra, an education programme for the underprivileged, was

inaugurated at DPS, Maruti Kunj recently. The objective of his project is to educate the

children of below poverty line (BPL) families from the nearby villages of Gurgaon district.

120 students in the age group of 5-8 years have already enrolled. DPS Maruti Kunj is

providing books, writing material and uniforms, refreshment and transport facilities to these

children.

Education Programme for mothers

'Chetna', an education programme for mothers - is an another endeavour to provide

basic education to mothers of the students of DPS Maruti Kunj and surrounding villages.

Majority of students at the school is first generation learners. Therefore, the concept of

starting a movement of learning 'Chetna' for mothers has been promoted. The response has

been encouraging and about 130 mothers are attending it regularly.

ENVIRONMENT CONCERN:

Our environment Policy:



Prevent pollution.

Promote energy reduction and use of alternative energy.

Manage/ reduce those materials that put stress on environment.

Promote the three R's (Reduce, Reuse, and Recycle).

Promote "Green" procurement.

Provide our employees with environmental education to

increase their awareness.

Since the commencement of operations in 1981 we've been committed to the

protection of the environment and conservation of non-renewable .energy sources. Our

proactive approach depends not only upon meeting the expectations of the regulatory

authorities but achieving the high standards that we've set as a responsible corporate citizen.

This philosophy of trying to make a difference to the environment penetrates

through our employees to the process of manufacture and finally into our products.

Pollution Control Camps

Our elaborate system of Free Pollution Check-Up Camps which run at regular

intervals, is designed at making the cars already on the road operate more efficiently. It also

inculcates awareness for environmental protection among the many car users of India.

MPFI

We have introduced Euro II compliant MPFI engines in all our models. Along with

our vendors, we've made investments of over Rs. 60 million for introducing MPFI



technology compliant cars.

CNG

Maruti is a strong advocate of CNG, a more eco-friendly fuel alternative to diesel and

petrol. In our endeavour to provide a cleaner and greener option to the customer, we are in

the process of equipping an extensive dealer network to assist Maruti owners in fitting CNG

kits.

Rain Water Harvesting

To recharge the aquifer, measures were taken to harvest the rain water through soak

pits, recharging shafts and water lagoons. These measures are capable of charging nearly

50% of the average annual rainfall at Maruti, into the Earth.

Post Script

Our social efforts were a key factor in the company being awarded the CII-EXIM

Business Excellence Award in November 1998. Maruti is only the second company to have

won this prestigious award which covers all aspects of a company's operation, and pays

considerable attention to the company's social and environmental efforts.

In recognition of our commitment to environment protection and conservation of

non

renewable energy sources, we were awarded the ISO 14001 Certificate for our Environment

Management Systems at the Gurgaon Plant. The ISO 14001 certification is applicable to all

our manufacturing activities, products and services.



MARUTI CULTURE:

Our employees are our greatest strength and asset. It is this underlying philosophy

that has molded our workforce into a team with common goals and objectives. Our

Employee-



Management relationship is therefore characterized by:

Participative Management.

Teamwork & Kaizen.

Communication and information sharing.

Open office culture for easy accessibility

To implement this philosophy, we have taken several measures like a flat

organizational structure. There are only three levels of responsibilities ranging from the

Board Of Directors, Division Heads to Department Heads. Other visible features of this

philosophy are an open office, common uniforms (at all levels), and a common canteen for

all. This structure ensures better communication and speedy decision-making processes. It

also creates an environment that builds trust, transparency and a sense of belonging amongst

employees.



COMPANY PROFILE

SHANTESHA MOTORS PRIVATE LIMITED

INTRODUCTION:

SHANTESHA MOTORS PRIVATE LIMITED is an authorized dealer for Maruti

Udyog Ltd, for Marketing, Sales, Maruti Genuine Spares, Maruti Genuine Accessories,

Service and Repairs of Maruti range of vehicles.

HISTORY:

Shantesha Motors commenced operations on 20/5/2000 in Belgaum and is one of the

good authorized dealers for Maruti Udyog Ltd. Today they have turn over of 20 crores,

hence making them one of the Maruti dealer in India.

Shantesha Motors have the excellent network of sales and services center in Belgaum

and they are leading Maruti dealers in north Karnataka. At Belgaum Shantesha showroom is

located near to K.L.E Hospital. The workshop located at Nehru Nagar. carries out after sales

operations, free service, paid service and Running repairs. Besides this the workshop also in

to selling of pre-owned cars and Ranks First for the sale of pre-owned cars in India. The

stockyards situated at attach to showroom carries the pre-delivery inspection of all the

vehicles and gets them ready for the sales. It has paved surface stocking area of about 50 to

100 Maruti vehicles.



Quality Management System:

Shantesha Motors has a documented and established quality management system to

ensure that

The documentation structure of Shantesha Motors can be represented in the

following manner.

1. QULITY MANUAL

2. QULITY SYSTEM ROCEDURES

3. WORK INSTRUCTIONS AND HECKLIST

4. FORMS AND CORDS

5. REFERENCE STANDARDS AND EXTERNAL ANNUAL

The quality manual describes the ISO 9001: 2000 standards adapted at

Shantesha Motors.

The quality management system procedure manual SM/BGM/PM/O 1 contents the

detail of how the processes in the organization are being conducted, control and

recorded and meet the customer demands

The work instructions and checklist contains how the specified activities are to be

carried out.

The forms and records support the activities carried out and controlled.

All the external manuals and standards are controlled.



Management Commitment:

The management of Shantesha is committed to quality management system through

leadership and actions. The management shall provides the basic infrastructure and

continually upgrade the work environment.

The management is also committed to

The quality policy and quality objective of organization.

Ensures that the policy is understood, implemented and maintained at all the levels of

the organization

Ensure focus on the customer requirement throughout the organization.

Ensure availability of necessary resources.

Review the established quality management system periodically through the

management reviews.

Customer Focus at Sales:

The Field executives visit the customers and explain the features of the vehicle to

them

Demonstration and test drives shall be given whenever required.

The Performa invoice/price list terms and conditions will be given.



The order booking forms duly collected from the customer and clarity with regard to

the terms and conditions are explained and the copy id handed over to customer along

with the receipt or payment made.

Any amendment required by the customer, it should be recorded on the order booking

Forms

The delivery is insured as per the checklist duly explaining all the features mentioned

In the checklist.

Customer Focus at Service:

a) The customer can book the vehicle for the servicing/repairs either through the

telephone or personally the front office.

b) The detail shall be entered in 'booking register' by the telephone operator.

c) The list of the vehicles shall be given to front office ~very morning to accept

the vehicles for servicing for that date.

d) The customer can bring their vehicle for servicing without booking. However such

vehicle shall be accepted only after ensuring that there is enough capacity for the

booked vehicles.

e) On the bases of kilometers run by the vehicle and customer requirement, the

customer shall explained about the type of the servicing/repairs and spare

parts required and to ensure that the service station has the required capacity

to accept the vehicle.

f) Before accepting the vehicle, a mutually acceptable delivery time and date is

fixed with the customer.



g) The customer's consent shall be taken on the estimated cost of the

repair/service of the vehicle.

h) All the details of the work required along with the date and time of the

delivery and the established cost shall be recorded in the job order card before

commencement of the work.

i) Incase of any change in the terms any change in the services, the cost or the

delivery time then the client shall be informed verbally over the phone and

any change shall be recorded in the Job Order Card.

Quality Policy:

The management of Shantesha Motors shall always remain committed to its

objectives for quality for with the main thrust on meeting the customer expectation

and requirements.

The management's commitment to quality reflected in its quality policy.

"We at Shantesha pledged to make quality a way of life through commitment to

continual improvement customer satisfaction and adhering to quality management

system"

The management ensure that the policy is understood implemented and maintained at all

levels of the organization and continual improvement in customer satisfaction.



At present our quality objectives are

We ensure that customer complaints do not exceed 8 per 10,000 vehicles.

We ensure that repeat job do not exceed 2 %

We ensure CSI of 90% with minimum of 15% feed back

cards.

We ensure SSI of 80% at sales with minimum of20% feedback cards.

We ensure to conduct 3 free emission/service check camps per quarter.

We ensure to launch I incentive scheme per month.

We ensure to conduct 4 internal audits and 4 MRM's per financial year of quality

management system.

QUALITY MANAGEMENT SYSTEM PLANNING

The quality plan at Shantesha Motors comprises the identification of the

following.

The various models of vehicles from Maruti Udyog Ltd sold and serviced at

Shantesha Motors.

The various types of services done at Shantesha Motors.

The external manual acquired from Maruti Udyog Ltd to sell and service the

vehicles.



The various models of vehicles from Maruti Udyog Ltd. Sold and serviced

at Shantesha Motors.

Maruti-800 car

Maruti omni

Zen

Alto

Wagon-R

Esteem

Versa

Vitara

SWIFT

ZEN ESTILO

Maruti Esteem

Maruti Esteem is India's most popular Sedan. Earlier manufactured as the

Maruti 1000, it is now called the Maruti Esteem. The Maruti Esteem with its petrol

variants targets the middle class consumer with car prices between rupees five and six

lakhs.



Maruti SX4

This is a premier Sedan presentation from Maruti's stable in the A3 segment.

This is essentially an inline with competition car to take on the leader in this segment Honda

City. With its accentuated masculine features, Maruti boasts that it is the tallest, widest and

the roomiest car in its segment. The Sx4 with its petrol variants targets the middle class

consumer with car prices between rupees seven and eight lakhs.

Sx4 Vxi (Petrol)

The Sx4 VXi is Maruti's entry level model in the SX4 series with premium features and other

high end features. New cars in this series have a showroom price ranging from around Rs.

6.2 lakhs to around Rs. 7.0 lakhs inclusive of all charges.

Sx4 Zxi (Petrol)

The Sx4 VXi is Maruti's upper scale level model in the SX4 series with top features and

other high end features. New cars in this series have a showroom price ranging from around

Rs. 6.9 lakhs to around Rs. 7.7 lakhs inclusive of all charges.


http://www.infibeam.com/SDP.action?catalogId=MARUTISX4ZXI2007

http://www.infibeam.com/SDP.action?catalogId=MARUTISX4VXI2007


SX4 Zxi (Leather Option) (Petrol)

The Sx4 ZXi is Maruti's upper scale level model in the SX4 series with top features and other

high end features. Also included are leather furnishings and interior. This variant has a

showroom price of around Rs. 7.25 lakhs and on-road price of around Rs. 8.10 lakhs, which

is inclusive of all charges such as insurance, octroi, RTO, etc

Maruti Gypsy

The Maruti Gypsy is an all terrain Sports Utility

Vehicle (SUV) that is specially designed for Indian conditions. Available in three different

versions, hard top, soft top, and ambulance, it can take on any terrain be it the hills, desert,

snow, or even congested city driving conditions. It is the preferred vehicle of adventure

seeking youth in India. At the same time, it is the standard transportation vehicle of the police

and Indian paramilitary forces. Maruti (SUV) The Gypsy with its petrol variants targets the

middle class consumer with Maruti SUVs between rupees five and six lakhs.

Gypsy King Soft Top (Petrol)

The Gypsy Soft top is the numero uno preference of the adventurous and daring in the

country. New cars in this series have a showroom price ranging from around Rs. 5.0 lakhs to

around Rs. 5.6 lakhs inclusive of all charges.


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Gypsy King Hard Top (Petrol)

The Gypsy King Hard Top (Petrol) is a brilliant option for those who love the Gypsy, but feel

it is meant for more serious adventures. New cars in this series have a showroom price

ranging from around Rs. 5.2 lakhs to around Rs. 5.8 lakhs inclusive of all charges.

Maruti Grand Vitara

The Grand Vitara is Maruti's entry into the luxury

SUV segment. This SUV is distinctively designed with imposing front grills to lend a strong

measure of audacity to the imposing forward stance. Additionally the flared wheel arches

take in extra strong tyres to counter any type of terrain. The stronger R16 tyres are a useful

asset during congested city drives. The Grand Vitara with its petrol variants targets the

middle class consumer with Maruti SUVs between rupees fifteen and seventeen lakhs.

Grand Vitara MT (Petrol)

The Grand Vitara MT is the manual transmission option for discerning people with an

attitude for luxury, sport and the adventure. The Grand Vitara MT is now available at a

showroom price of around 13.9 lakhs with an on road price of around 15.5 lakhs including

supplementary statutory charges.


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Grand Vitara AT (Petrol)

The Grand Vitara AT is the manual transmission option for discerning people with an

attitude for luxury, sport and the adventure. The Grand Vitara AT is now available at a

showroom price of around 14.9 lakhs with an on road price of around 16.57 lakhs including

supplementary statutory charges.

Maruti Omni

The Omni is a multi utility van for use in business

as well as in the family. The Omni is just right vehicle to use within the city. It offers a

turning radius of just 4.1 m, negotiating this vehicle in tight lanes and congested traffic is an

easy job for the driver. There is a lot of space for nearly every family requirement. It is ideal

for individuals who require travel long distances or take their family members for a holiday.

The Omni with its petrol variants targets the middle class consumer with van car prices

between rupees two and three lakhs.


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Omni 5 Seater (Petrol)

The Omni 5 seater is the compact van with a seating capacity of five. It is good for family

use and transporting small groups of people. The Omni 5 seater is now available at a

showroom price of around Rs. 7.5 lakhs with an on road price of around Rs. 8.2 lakhs

including supplementary statutory charges.

Omni 8 Seater (Petrol)

The Omni 8 seater has a seating capacity of 8 people. It is ideal for ferrying a larger number

of people around the city. The Omni 8 seater is now available at a showroom price of around

Rs. 2.28 lakhs with an on road price of around Rs. 2.56 lakhs including supplementary

statutory charges.

Omni 5 Seater (LPG/Petrol)

The Omni 5 seater (LPG/Petrol) offers the convenience of LPG with a reserve petrol capacity

that can be utilized to get to the nearest LPG station in case the van runs out of LPG. New

cars in this series have a showroom price ranging from around Rs.2.4 lakhs to around Rs. 2.7

lakhs inclusive of ancillary charges.


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Maruti Versa

The Maruti Versa is Maruti's larger and more

optimum multi utility van with extensive features and specifications. The Maruti Versa with

its petrol variants targets the middle class consumer with prices between rupees four and five

lakhs.

Versa STD (Petrol)

The Versa Standard is the entry level model with standard features and specifications. This

variant has a showroom price of around Rs. 3.7 lakhs and on-road price of around Rs.4.1

lakhs, which is inclusive of all charges such as insurance, octroi, RTO, etc.

Versa Dx (5 Seater) (Petrol)

The Versa DX is the upscale model with improved interiors and specifications. This variant

has a showroom price of around Rs. 4.45 lakhs and on-road price of around Rs.4.95 lakhs,

which is inclusive of all charges such as insurance, octroi, RTO, etc.


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Versa Dx (8 Seater) (Petrol)

The Versa Dx 8 Seater version is the larger model with a seating capacity of eight people. It

is the mid range version in the Versa Series with mid range price tag. At the showroom, this

car costs around Rs. 4.45 lakhs with an on-road price of around Rs. 4.96 lakhs. This includes

standard ancillary charges also.

Versa Dx2 (5 Seater) (Petrol)

The Versa DX2 5 Seater version is the larger model with a seating capacity of eight people. It

is the top range version in the Versa Series with top range price tag. At the showroom, this

car costs around Rs. 4.85 lakhs with an on-road price of around Rs. 4.96 lakhs. This includes

standard ancillary charges also.

Versa Dx2 (8 Seater) (Petrol)

The Versa DX2 8 Seater version is the larger model with a seating capacity of eight people. It

is the top range version in the Versa Series with top range price tag. This variant has a


is inclusive of all charges such as insurance, octroi, RTO, etc.






Maruti 800

It is the most compact car available in the Indian

market. It is also dubbed as the people's car after the efforts of erstwhile Prime Minister Rajiv

Gandhi. For many years, it was India's largest selling car. The Maruti 800 with its petrol

variants targets the middle class consumer with Maruti car prices between rupees two and

two lakhs fifty thousand.

800 Non AC (Petrol)

The Maruti is the basic model with standard features and specifications. This variant has a


is inclusive of all charges such as insurance, octroi, RTO, etc.

800 AC (Petrol)

The Maruti (Hatchback) is the basic model with standard features and specifications. Basic

air conditioning is also included. This variant has a showroom price of around Rs. 2.22 lakhs

and on-road price of around Rs. 2.5 lakhs, which is inclusive of all charges such as insurance,

octroi, RTO, etc.


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Maruti Alto

The Maruti Alto has overtaken the Maruti 800 as

the most popular car in the Indian Market. The Alto comes with great looks and a superior

feel, yet with the economy and easiness of the Maruti 800. Maruti (Hatchback) The Maruti

Alto with its petrol variants targets the middle class consumer with car prices between rupees

two lakhs fifty thousand and three lakhs fifty thousand.

Alto STD (Petrol)

The Maruti Alto Standard is the basic model with standard features and specifications. New

cars in this series have a showroom price ranging from around Rs. 2.4 lakhs to around Rs. 2.7

lakhs inclusive of all charges.

Alto Lx (Petrol)

The Maruti Alto Standard is the upscale model with improved features and specifications.

The 2.5 G4 (7Seater) Diesel is now available at a showroom price of around Rs. 2.72 lakhs

with an on road price of around Rs. 3.04 lakhs including supplementary statutory charges.


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Alto Lxi (Petrol)

The Maruti Alto Standard is the top model with top features and specifications. New cars in

this series have a showroom price ranging from around Rs. 2.91 lakhs to around Rs. 3.25

lakhs inclusive of all charges.

Maruti Zen

The Zen is now called the Zen Estillo, which is

Spanish for style. The new Zen Estillo has a perfect aerodynamic shape and a unique bean

shaped body. The Zen with its petrol variants targets the middle class consumer with prices

between rupees three lakhs and four lakhs.

Zen Estilo Lx (Petrol)

The Zen Estillo LX is the base variant in the Zen Estillo series with standard features and

specifications. At the showroom, this car costs around Rs. 3.25 lakhs with an on-road price of

around Rs. 3.63 lakhs. This includes standard ancillary charges also.


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Zen Estilo VXI (Petrol)

The Zen Estillo VXi is the top variant in the Zen Estillo series with top features and

specifications. This variant has a showroom price of around Rs. 4.10 lakhs and on-road price

of around Rs. 4.55 lakhs, which is inclusive of all charges such as insurance, octroi, RTO,

etc.

Maruti Swift

The Maruti Swift is a new kind of low slung, wide

body compact car that is a bit European but a lot more Japanese. Maruti has included a load

of features on the exterior as well as the interior to give this car a sense of flawlessness and

excellence in looks and performance. The Swift has more room and more aesthetic looks

than any other car in the compact segment. The Maruti Swift with its petrol variants targets

the middle class consumer with prices between rupees four lakhs and six lakhs.


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Swift Lxi (Petrol)

The Maruti Swift LXi petrol is the base level variant in the Swift petrol series with basic

range price tag. At the showroom, this car costs around Rs. 4.00 lakhs with an on-road price

of around Rs. 4.5 lakhs. This includes standard ancillary charges also.

Swift Vxi (Petrol)

The Maruti Swift VXi petrol is the upper level variant in the Swift petrol series with upper

range price tag. New cars in this series have a showroom price ranging from around Rs. 4.3

lakhs to around Rs. 4.8 lakhs along with other statutory charges.

Swift Ldi (Diesel)

The Maruti Swift LDi petrol is the basic diesel variant in the Swift petrol series with basic

range price tag. At the showroom, this car costs around Rs. 4.75 lakhs with an on-road price

of around Rs. 4.30 lakhs. This includes standard ancillary charges also.

Swift Vdi (Diesel)

The Maruti Swift LDi petrol is the top diesel variant in the Swift petrol series with top range

price tag. New cars have a show room price of around Rs.5, 10,000 and on-road price of

around Rs.5, 65,000. Swift Vdi car prices vary in lakhs upon the car dealer's location.


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Swift Zxi (Petrol)

The Maruti Swift ZXi petrol is the top level variant in the Swift petrol series with top range

price tag. This variant has a showroom price of around Rs. 5.10 lakhs and on-road price of

around Rs. 5.65 lakhs, which is inclusive of all charges such as insurance, octroi, RTO, etc.

Swift Vdi (Diesel) (ABS)

The Maruti Swift VDi diesel is the top level variant in the Swift petrol series with top range

price tag and ABS technology. New cars in this series have a showroom price ranging from

around Rs. 4.3 lakhs to around Rs. 4.8 lakhs along with other statutory charges. New cars

have a show room price of around Rs.5, 30,000 and on-road price of around Rs.5, 85,000.

Swift Vdi (ABS) car prices vary with the car dealer's location.

Maruti WagonR


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The Wagon R is yet another stunning family car from Maruti's stable. Although it

comes with a boxy van-like look and posterior, the Wagon R has an exterior that makes

every one stand and notice its presence. The curves and lines of the exterior designing add to

the beauty of the vehicle. The Wagon R with its petrol and LPG variants targets the middle

class consumer with prices between rupees four lakhs and five lakhs.

WagonR LX (Petrol)

The Wagon R LX is the basic model in the Wagon R series. New cars in this series have a

showroom price ranging from around Rs. 3.3 lakhs to around Rs. 3.7 lakhs including other

charges such as RTO, insurance, and others.

Wagonr LX Duo (LPG/Petrol)

The WagonR LX Duo offers the combination of (LPG/Petrol) offers the convenience of LPG

with a reserve petrol capacity that can be utilized to get to the nearest LPG station in case the

van runs out of LPG. New cars in this series have a showroom price ranging from around Rs.

3.55 lakhs to around Rs. 3.96 lakhs along with other statutory charges.

WagonR LXI (Petrol)

The Wagon R LX is the upper range model in the Wagon R series with improved features

and specifications. New cars in this series have a showroom price ranging from around Rs.

3.58 lakhs to around Rs. 3.98 lakhs including other charges such as RTO, insurance, and

others.


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WagonR VXI ABS (Petrol)

The Wagon R VXI is the top range model in the Wagon R series with enhanced features and

specifications. New cars in this series have a showroom price ranging from around Rs. 4.13

lakhs to around Rs. 4.6 lakhs along with other statutory charges.

WagonR Ax (Petrol)

The Wagon R AX is the top range model in the Wagon R series with enhanced features and

specifications. It comes with automatic transmission. At the showroom, this car costs around

Rs. 4.58 lakhs with an on-road price of around Rs. 5.1 lakhs. This includes standard ancillary

charges also.

With opening up of the economy and re-entry of foreign competitors in the domestic car

market, Maruti cars face a tough challenge and the company is continuously improvising

Maruti car models to maintain its lead.


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The various types of servicing done at Shantesha Motors.

Services-Free service and paid service.

Running repair.

Quick service repair.

Break down service.

The external manuals acquired from Maruti Udyog Ltd. To sell and service the

vehicles.

Sales policy bulletin

Marketing circulars

Service manuals

Service circulars

Service bulletin

Warranty bulletin

Spares parts price catalogue

Spares parts price list

Spare parts procedure manuals

Spare parts bulletin

Spare parts circulars

Maruti service quality standards

Customer care manual

Service marketing manual.



Competence, Awareness and Training:

a) Recruitment is done as per MUL norms of education and experience.

b) There exists well-defined system to identify and provide training to all the personnel

procedure No. SM/BGM/PR/12.

c) Induction training and on job training shall be provided

d) All concerned shall be trained on the latest sales/service/spares/bulletins/circulars

from MUL.

e) As per the MUL scheduled training programme Executives/Mechanics/Manager will

be deputed for training.

f) Training records shall maintain.

Identification and Tracebility:

Identification:

1. New vehicle, which has completed pre-delivery inspection, shall be identified as PDI-OK

on the windshield, MUL Invoice and job order card, PDI and stockyard egister.

2. Identification of vehicles at the service workshop shall be through vehicle model,

registration number and unique job order Nos.

3. Inspection and test status of service/repair of vehicles shall be identified through the job

order card.

4. Completed job order card and the stamp of the final inspector shall identify Final OK

vehicles.

5. Identification of spare parts shall be in the form of part Nos., as per Maruti guidelines.

6. Identification of new vehicles is by its colour, model, chassis and engine Nos., MUL

Invoice, stockyard register.



Traceability:

1. Traceability shall be established though vehicle registration No. Job order number and the

date of job order.

2. Tracebility of new vehicle at stockyard is established through chassis and engine No, key

no. And parking slot No.

Monitoring and Measurement:

Customer Satisfaction:

1. Feedback received from the customer on their perception and service experience

customer satisfaction measure (percentage) is generated using software supplied by Maruti

Udyog Ltd.

2. Results of customer satisfaction measure are discussed in the management review

meetings and counter measure for the continual improvement is initiated.

Internal Audit:

There is a well-defined procedure No.: SM/BGM/04 to conduct internal audit and examine

the implementation of Quality Management System.

Monitoring and Measurement of Processes:

1. Pre-sales process is monitored and measured by the number of enquires and the closure

of sales.

2. Sales process is monitored customer personal docket checklist, commitment and delivery,

SSI%.

3. In service, repeat jobs, customer complaints, feedback card %, CSI%, PSF%, final

inspection are monitored.

4. Statistical graphs are used to indicate the measures.



Improvement

Continual Improvement

Shantesha Motors, Belgaum shall continually improve the effectiveness of the Quality

management System through commitment to Quality policy, Quality objectives as well as

use of audit results, management review meeting decisions, analysis of data, corrective and

preventive actions.

Corrective Action:

There is a documented system procedure No. SM/BGM/PR/05 to implement corrective

action on all the non-conformities arising from:

Customer complaints

Repeat Jobs

System Non Compliances

Post Service Follow Ups

Post Sales Follow ups

CSI negative feedback

SSI negative feedback

Road test

Final inspection

Internal Audit findings

Supervision by supervisor\ Work Managers

External Audits.



Preventive Action

There is a documented System Procedure No.SM/BGM/PR/06 to identify potential

Non-Conformities like recurring Non-Conformities determined from Repeat job, Final

Inspection, washing Quality as well as for potential Non-Conformities determined during

MRM, Meetings and Audits and Analysis of Customer Feedback.


G.M.(Sales) G.M.(Works)

Sr. Exe (pre-Del)

Dy. Mgr (System)

Dy. Mgr (Sales)

Sr. Exe (Mgr Admn)

Asst. Mgr (Mktg)

Field Executives

Pre-del & Delivery Executive

Sr. Exe (System)

Sales Executive

Dy. Mgr (Sales)

Dy. Mgr (Sales)

Stockyard Asst Asst. Supervisor

System Operator

MechanicWashing


ORGANIZATION STRUCTURE OF SHANTESHA MOTORS PVT LTD

Showroom and Stockyard:

Chief Executive Officer

Management Representative

Sr. General Manager (Operations )



SAMPLING

Selection of Sample:

Sampling allows us to concentrate our attention upon relatively small number of

people and hence devote more energy to ensure that the information collected from

them is accurate.

POPULATION: People from the city of Belgaum.

SAMPLE FRAME: People who posses or own a four-wheeler car.

SAMPLE UNIT: People who posses a four-wheeler car of Maruti Suzuki.

SAMPLING SIZE: 50 Samples.

SAMPLE METHOD: Random sampling method

RESEARCH DESIGN

DEFINITION OF RESEARCH PROBLEM:

2. Management problem classification:

In a meeting with the sales manager and service manager, a search project was

discussed where both the managers wanted to analyze the satisfaction level of

consumer through their service provided by Shantesha Motors Pvt. Ltd. At

Belgaum through this project, managers wants to know the post sales service

performance and feedback of the consumers which will help to retain the

customers.



2. Situation analysis:

The Maruti Udyog Ltd has two types of service stations.

i) Authorized dealer with service station.

ii) Authorized service stations.

Shantesha Motors private Ltd. Comes under the first category i.e., authorized dealer

with service station but before Shantesha Motors there were two service station namely

Achal and Bharat. And also other local service stations.

And now Shantesha Motors wants to know where do they stand in the queue.

3 .Model development:

The study will provide solutions to the problem of the

management.

a) Management will know the satisfaction level of the

consumers.

b) The important services desired by the consumers at

Shantesha.

4. Specification of information required:

a) To know what do the customer feels about the

product.

b) To measure the satisfaction level of customer at the service

station.

c) To know what specific services can be made available to the

Customers.



"Impact of post sale service on customer satisfaction at Shantesha

motors Pvt Ltd in Belgaum City”

DATA COLLECION APPROACH:


secondary sources.

Primary sources:

a)Questionnaire

b)Personal interaction

Secondary sources:

a) Related information from internet:

. b) Organization Report

MEASURMENT TECHNIQUES:

The measurement technique used for this project is graphical method

SELECTION OF SAMPLE:

Sampling allows us to concentrate our attention upon relatively small number of

people and hence devote more energy to ensure that the information collected from

them accurate.



POPULATION: people from the city of Belgaum.

SAMPLE FRAME: people who posses or own a four-wheeler car.

SAMPLE UNIT: people who posses a four-wheeler car of Maruti Suzuki.

SAMPLING SIZE:50 Samples.

SAMPLE METHOD Random sample method

SELECT THE METHOD OF ANALYSIS:



Hence concerned to this project method of analysis the data will be graphical

method, Simple Percentage method.

ETHICS OF THE RESEARCH:

This will be note that the issues relating to the research will be review that all

the aspects will be certain and ethically sound. The information will b used for

academic purpose as well as the benefit of the organization

DATA COLLECTIOL METHOD:

Data collection approach:


secondary sources.



Primary sources:

Questionnaire

Personal Interaction

Secondary sources:

Related information from Internet:

Organization Report

MEASURING TOOLS:



Hence concerned to this project method of analysis the data will be

4. Graphical method,

5. Simple percentage method.

6. SPSS Software method.



CHAPTER-III

ANALYSIS AND INTERPRETATION



2) Can you tell us about the experience you had during the delivery of your own car

21 42.0 42.0 42.0

23 46.0 46.0 88.0

3 6.0 6.0 94.0

3 6.0 6.0 100.0

50 100.0 100.0

excellent

Good

Bad

Poor

Total

ValidFrequency Percent Valid Percent

CumulativePercent

PoorBadGoodexcellent

Fre

qu

en

cy

30

20

10

033

23

21

Interpretation

According to survey I have found 46% of customers have good response with respect to their experience and 42% of customer opinion towards their experience is excellent.

3) The response of the reception counter at shantesha motors private limited is excellent.



12 24.0 24.0 24.0

30 60.0 60.0 84.0

5 10.0 10.0 94.0

2 4.0 4.0 98.0

1 2.0 2.0 100.0

50 100.0 100.0

strongly agree

agree

neither agree

disagree

strongly disagree

Total


CumulativePercent

strongly disagree

disagree

neither agree

agree

strongly agree

Fre

qu

en

cy

40

30

20

10

0 2

5

30

12

Interpretation

Above graph clears that 60% of customers agree that their receptions counter at

shantsha motors. Care fully, 24% of the respondents strongly agree with it .And

remaining customers are not satisfied with their service during their reception counter at

Shantesha.



4) The service shantesha motors private limited is

18 36.0 36.0 36.0

7 14.0 14.0 50.0

25 50.0 50.0 100.0

50 100.0 100.0

To costly

Cheep

Moderate

Total


CumulativePercent

ModerateCheepTo costly

Fre

qu

en

cy

30

20

10

0

25

7

18

Interpretation

According to survey the service Shantesha motors is moderate therefore 50% of customers have their opinion as moderate towards the service .

5) Required spares are available on time



37 72.5 74.0 74.0

13 25.5 26.0 100.0

50 98.0 100.0

Yes

No

Total


CumulativePercent

NoYes

Fre

qu

en

cy40

30

20

10

0

13

37

Interpretation

The required spare parts are available on the time therefore research showed 74% response towards the question.

6) The service personnel response towards the compliant is



36 70.6 72.0 72.0

14 27.5 28.0 100.0

50 98.0 100.0

Satisfactory

Unsatisfactory

Total


CumulativePercent

UnsatisfactorySatisfactory

Fre

qu

en

cy

40

30

20

10

0

14

36

Interpretation

72% of the customers showed satisfactory response towards the service provided with respect to their complaints.

7) The delivery of the car is done on time



35 68.6 70.0 70.0

15 29.4 30.0 100.0

50 98.0 100.0

Yes

No

Total


CumulativePercent

NoYes

Fre

qu

en

cy

40

30

20

10

0

15

35

Interpretation

The delivery of car is on time as per research therefore 70% of the customers are satisfied with the service.

8) During the visit the service station all my complaints are listened carefully and addressed properly.



17 33.3 34.0 34.0

23 45.1 46.0 80.0

3 5.9 6.0 86.0

5 9.8 10.0 96.0

2 3.9 4.0 100.0

50 98.0 100.0

strongly agree

agree

neither agree

disagree

strongly disagree

Total


CumulativePercent

strongly disagree

disagree

neither agree

agree

strongly agree

Fre

qu

en

cy

30

20

10

0 2

5

3

23

17

Interpretation

Above graph clears that 46% of customers agree that their complaints listened

Care fully, 34% of the respondents strongly agree with it .And remaining customers are

not satisfied with their service during their visit at Shantesha.

9) I have availed the service of shantesha motors private limited



38 73.1 76.0 76.0

12 23.1 24.0 100.0

50 96.2 100.0

Yes

No

Total


CumulativePercent

NoYes

Fre

qu

en

cy

40

30

20

10

0

12

38

Interpretation

76% of the customers are availed the service of shantesha motors private limited

10) If yes state the level of satisfaction



14 26.9 28.0 28.0

22 42.3 44.0 72.0

7 13.5 14.0 86.0

5 9.6 10.0 96.0

2 3.8 4.0 100.0

50 96.2 100.0

completely satisfied

satisfied

neither satisfied nordissatisfied

dissatisfied

completely dissatisfied

Total


CumulativePercent

completely dissatisf

dissatisfied

neither satisfied no

satisfied

completely satisfied

Fre

qu

en

cy

30

20

10

0 2

5

7

22

14

Interpretation:

The above graph is explaining about the satisfaction level towards SMPL service, 28%

of the respondents are having the opinion that they are satisfactory level,44% of the

respondents surveyed are having the opinion that they are satisfied,14% of the

respondents surveyed are having the opinion that neither satisfied or nor dissatisfied and

10% of the respondents are having opinion that they are not satisfied. The majority of

the respondents are satisfied with the services and the satisfaction level can be increased

economically.

11) Which other service station are you aware



23 44.2 46.0 46.0

21 40.4 42.0 88.0

6 11.5 12.0 100.0

50 96.2 100.0

Achal

Bharat

Danbro

Total


CumulativePercent

DanbroBharatAchal

Fre

qu

en

cy

30

20

10

0

6

21

23

Interpretation

46% of the customers are aware of Achal service station 42% of the customers are aware of Bharat service station12% of the customer are aware of Danbro service station

14) Which is the most important factor you consider for your service station



15 28.8 30.0 30.0

35 67.3 70.0 100.0

50 96.2 100.0

Less labour charge

Reailable service andgood quality service

Total


CumulativePercent

Reailable service anLess labour charge

Fre

qu

en

cy

40

30

20

10

0

35

15

Interpretation

70% of the customers are considered reliable service and good quality service as most

important factor. And remaining 30% of customer are considered as less labor charges.

The majority of customers showed that on reliable service.



FINDINGS

According to survey I have found 46% of customers have good response with

respect to their experience and 6% of the respondents agree to say that with respect

to poor and other 6% of respondents say that bad to their experience and 42% of

customer opinion towards their experience is excellent.

According to respondents surveyed that 60%of customer have agreed and 24% of

respondents are strongly agreed with reception counter aesthetics and rest 16% not

agreed with counter looks.

According to survey the service Shantesha motors is moderate. Therefore, 50% of

customers have their opinion as moderate. Towards the service and 36% of the

customer said that Shantesha has costly service as compare to other service providers

The required spare parts are available on the time therefore; research showed 74%

response came in yes.

72% of the customers showed satisfactory response towards the service provided

with respect to their complaints.

The delivery of car is done on time as per research; therefore 70% of the customers

are satisfied with the service.

20% of respondents of are not satisfied with their service

76% of the customers are availed the service of shantesha motors private limited.

46% of the customers are aware of Achal service station

42% of the customers are aware of Bharat service station.

70% of the customers are considering reliable service and good quality service as

most important factor.



SUGGESTIONS:

1. The SMPL has been able to create good image in the minds of customer.

But as the customers are demanding reliable and timely service it is

recommended due importance to these factors.

2. Though the customer response is good about SMPL but there should be

continuous improvement in the customer care and follow up services, this

factor should treated as a journey not a destiny.

3. According to the respondents surveyed I found that most of the respondents

get their car service from the authorized service stations and few of

respondents are still unaware of Shantesha motors pvt ltd so the company

should concentrate on this customers with respect to there genuine service

providing to its customers.

4. As 76% of the respondents get their car serviced form authorized service

station and reaming 24% are still getting there cars serviced form

unauthorized and local garages so the company can look into the matter and

try to gain those 24%.



CONCLUSION

The shantesha motors Pvt Ltd is one of the most prompt service center in Belgaum city

and it should give more effective post sale service to its customers through adopting

various new strategies and developments in organization. The organization should

search for the opportunities to grow in competitive world.

Most of the respondents are satisfied with the Shantesha Motors Pvt Ltd. Nearly

76% of the respondents are aware about the service station at Shantesha Motors Pvt Ltd.

Reliable service and service in time are the two major parameters in demand The sale of

Maruti Alto is maximum compared to other products. Most of the respondents are

satisfied with Maruti Suzuki products.

:



CHAPTER-IV



QUESTIONNAIRE

Dear sir/madam,

I am pleased to introduce myself as a MBA student of PES&T’s Belgaum institute of

management studies, Belagum. As part of our curriculum I have undertaken project to

determine “impact of post sale service on customer satisfaction at Shantesha motors

private limited (SMPL), Belgaum. I assure you that valuable information provided by

you will be of great help to me and will be used for academic purpose

1. Name and address

Contact number __________________________________

2. Can you tell us about thee experience you had during the delivery of your new car

a. Excellent b. good c. Bad d. Poor

3. The response of the receptions counter at SMPL is excellent.

a. Strongly agree b. Agree

c. Neither agree d. Disagree

e. Strongly disagree

4.The service SMPL is

a. To costly b. Chief c. Moderate

5. Required spares are available on time

a. Yes b. No

6.The service personnel’s response towards the complaints is

a. Satisfactory b. Unsatisfactory

7.The delivery of the car in done is on time a. Yes b. No



8. During the visit the service station all my complaints are listened care fully and addressed properly

a. Strongly agree b. Agree c. Neither agree

d. Disagree e. Strongly disagree

9. I have availed the service of SMPL a. Yes b. No

10. If yes state the level of satisfaction a. Completely satisfied b. satisfied

c. Neither satisfied nor dissatisfied d.Dissatisfied

e. Incompletely dissatisfied

11.Which other service station are you aware

a.Achal. b.Bharat c. Danbro

12.Whre do you get serviced other than Shantesha motors service station

_______________________________________________________________________________________________________________________________________________________________________

13.What is major difference between the service of Shantesha motors and other service station where you get your car serviced .

_________________________________________________________________________________________________________________________________________________________________________________________________

14.Which is the most important factor you consider for your service station a. Less labor charge b. Reliable service and good quality service If other specify __________________________________________ 15.Your suggestion to improve our service ? __________________________________________________________

___________________________________________________________



BIBLOGRAPHY:

REFERANCE BOOKSMarketing research Tull and HawkinsMarketing Management Philip Kotler

INTERNET WEBSITES:

www.google.com;

WWW.MARUTIUDYOG.COM


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Project on automobile

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