Upload
kali-pandi
View
60
Download
5
Embed Size (px)
DESCRIPTION
kjk
Citation preview
A STUDY ON CUSTOMER SATISFACTION IN INDUS
MOTORS
Submitted By
M.J.UMARANI
2nd year MBA
Roll no: 119115
REGISTERNO: 910611631048
Under the Guidance of
Dr.K.G.Nalina M.B.A, M.PHIL, PH.D
OBJECTIVES
To study about the customer satisfaction of Indus motors.
To find out customer preference about Indus motors.
To know about the service procedure Indus motors.
To find out the satisfaction level of the customer after service in
Indus motors.
FINDINGS
From the analysis, 82% of the respondents are male and 18% of the
respondents are female. Comparing male, female customers are very
low.
From the analysis, 51% of the respondents are using Maruti
swift and the vehicle is comfortable for the customers.
It has been inferred that 49% of the respondents are saying that the
availability of spare parts are average. The reason is that, the spare
parts are less comparing with other service centre.
From the analysis, 42% of respondents are satisfied with the
ability to fix the problem through the service centre
From the analysis, 55% of respondents are partially satisfied with
the service of Indus motors. The reason is, the centre is not
delivering what the customer need and not doing service properly.
From the study 42% of respondents feel the service centre is user-
friendly in some situation.
SUGGESTIONS
Most of the customers are not satisfied with the delivery of the vehicle in
the specified period so steps are to be taken to resolve this problem to
satisfy the customers.
The time taken for the repair of a vehicle is thought to be longer as for as
the customers concern so relevant measures to be taken to repair the
vehicle as soon as possible. The deep understanding of the customer’s
problem would greatly help to resolve them which will indeed bring more
customers.
CONCLUSION
On the whole, most of the customers are satisfied with the service rendered by Indus
motors. Whereas some of the customers were not satisfied with the services rendered by the
company. In detail, the customers are highly satisfied with the customer lounge, courtesy of
service, availability of spare parts, responds to complaints quickly, ease of maintenance and
charges, Service Quality. But there are some factors affecting the customer satisfaction, they
are: charges for the services, delay in delivery of the vehicle after service (not as per the
promised time), and shortage in spare parts. Even though there was some dissatisfaction, Indus
motors Services is being preferred by most of the customers of Maruthi Suzuki Vehicles.
Customers also feel its value to do service in the Indus motors Services. To conclude the
overall satisfaction about Indus motors Services is very good.