“A STUDY ON CUSTOMER SATISFACTION ON SERVICES OFFERED BY MANDOVI MOTORS- AUTHORISED MARUTI SUZUKI DEALERS” BY GOWTHAM.R 1NZ14MBA14 Submitted to VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUM In partial fulfilment of the requirements for the award of the degree of MASTER OF BUSINESS ADMINISTRATION Under the guidance of INTERNAL GUIDE EXTERNAL GUIDE Mrs. NIVIYA FESTON Mr. YOHAN VARDHAN Senior Asst. Professor Manager Department of MBA New Horizon College of Engineering Outer Ring Road, Marathahalli, Bangalore-560103 2014-2016 ACKNOWLEDGEMENT I wish to pledge and reward my deep sense of gratitude for all those who have made this project come alive. I would like to express my heart-felt gratitude to Dr. MANJUNATHA, Principal, New Horizon College of Engineering, for his moral support throughout the course of my project. I would like to express my heart-felt gratitude to Dr. SHEELAN MISRA, Head of Department of Management Studies, New Horizon College of Engineering, for her valuable suggestions and moral support throughout the course of my project. I am gratefully indebted to my internal faculty guide, Mrs. NIVIYA FESTON, Sr. Asst. Professor, Department of Management Studies, New Horizon College of Engineering, for encouraging me and for his constant support throughout the course of the project and helping me complete it successfully. A special note of gratitude goes to my external guide Mr. YOHAN VARDHAN, Manager of Mandovi Motors Pvt. Ltd, Bangalore, for providing me an opportunity to work in this corporate exposure and for his support and guidance in this endeavour. I wish to thank all the people who have helped me to work on my project. I finally thank my family and friends for their constant support and guidance. GOWTHAM R (INZ14MBA14) TABLE OF CONTENTS CHAPTER PARTICULARS PAGE NO. Introduction To Internship 1.1 Introduction 1.2 Topic of the Study 1.3 Need for the Study 1 1-6 1.4 Statement of the Problem 1.5 Objectives of the Study 1.6 Scope of the Study 1.7 Methodology Adopted 1.8 Research Study 1.9 Data Collection 1.10 Review of Literature 1.11 Limitations of the Study Industry and Company Profile 2.1 Industry profile 2.1.1 Introduction to Indian Automobile Industry 2.1.2 History of Indian Automobile Industry 2.1.3 Exports of Indian Automobile Industry 2 2.1.4 List of Cars Exported during FY 2015 2.1.5 Indian Automobile Industry Segments 2.1.6 Segmentation 2.1.7 Portfolio 7-23 2.1.8 Global Business 2.2 Company profile 2.2.1 Introduction, Mission & Vision 2.2.2 Objectives 2.2.3 Organisation Structure 2.2.4 Marketing Function 2.2.5 Service at Mandovi 2.2.6 Competitors 2.2.7 Swot Analysis Theoretical Background 3.1 Introduction to Customer Satisfaction 3 3.2 Measuring Customer Satisfaction 24-33 3.3 Methods to measure Customer Satisfaction 3.4 Significance Data analysis and Interpretation 4 34-61 Findings, Suggestions & Conclusion 5 62-66 Bibliography Annexure LIST OF TABLES Table No. Contents Page No. Table 4.1 Showing data on Respondent’s Gender 34 Table 4.2 Showing Age group of Respondents 36 Table 4.3 Showing data on Respondent’s Income level 38 Table 4.4 Showing data of Car Owned by Respondents 40 Table 4.5 Showing data on Respondent’s purchase on Mandovi 42 Motors Table 4.6 Showing data on Car services received from Mandovi 44 Motors Table 4.7 Showing data on Premises rating of Mandovi Motors 46 Table 4.8 Showing data of Satisfaction level on Staff performance at 48 Mandovi Motors Table 4.9 Showing data of Satisfaction level on Prices at Mandovi 50 Motors Table 4.10 Showing data on Satisfaction level on Demo and 52 Information provided by staff at Mandovi Motors Table 4.11 Showing data on Satisfaction level on Service delivery at 54 Mandovi Motors Table 4.12 Showing data on Satisfaction level on Home pick-up 56 Service Table 4.13 Showing data on Overall Satisfaction level with Maruti 58 Suzuki Table 4.14 Showing data on Overall Satisfaction level with Mandovi 60 Motors LIST OF CHARTS Chart No. Contents Page No. Chart 4.1 Displaying Gender of Respondents 35 Chart 4.2 Displaying Respondent’s Age group 37 Chart 4.3 Displaying Income level of respondents 39 Chart 4.4 Displaying the Car owned by respondents 41 Chart 4.5 Displaying on Purchase at Mandovi Motors 43 Chart 4.6 Displaying Frequency of Car services 45 Chart 4.7 Displaying data on Premises and Ambience rating 47 Chart 4.8 Displaying data on Satisfaction level on Staff performance 49 at Mandovi Motors Chart 4.9 Displaying data on Satisfaction level of respondents on 51 Prices at Mandovi Motors Chart 4.10 Displaying Satisfaction on Demo and Information 53 provided by staff at Mandovi Motors Chart 4.11 Displaying Satisfaction level on Service delivery at 55 Mandovi Motors Chart 4.12 Displaying Satisfaction level on Home pick-up Service 57 Chart 4.13 Displaying Overall Satisfaction level with Maruti Suzuki 59 Chart 4.14 Displaying Overall Satisfaction level on Mandovi Motors 61 EXECUTIVE SUMMARY Customer Satisfaction may be defined as a qualitative measure where in a customer experiences various degrees of satisfaction until the performance of the product matches his expectations. Product & service features along with emotions of customer play a vital role on level of satisfaction. Customer satisfaction is impacted mainly by certain products or services attractions and also by the intuition of importance as anticipated. Fulfillment is likewise impacted by client's passionate reactions, their attributions, and their view of value. The significance of consumer loyalty has been normally questioned as organizations logically endeavor to audit it. Consumer loyalty can be knowledgeable about an extensive variety of circumstances and connected with either items or arrangements. It is a very singular assessment that is fundamentally influenced by customer desires. An organization's instruments for following and measuring Customer Satisfaction range from primitive to the refined techniques. Organizations use taking after strategies to quantify how much Customer Satisfaction they are making. Mandovi Motors are one of the top Maruti Suzuki merchants in India. They are the initially approved merchants in Karnataka and one of the main merchants of Maruti Suzuki autos in Bangalore. The examination is directed to know the elements that impact the buy of Maruti Suzuki autos furthermore what are the general population's desire and observation towards Maruti Suzuki cars from Mandovi motors. The issues confronted by the customers as to Maruti Suzuki autos were additionally asked into and in this way their general fulfillment level is contemplated. This is a distinct and exploratory examination and for the most part essential information is utilized with the end goal of information accumulation. The organization has a solid society of brilliance in everything that it goes through. This criterion had boosted up to win gigantic faithfulness with Customers, bringing about a huge rate of its markets and with the help of regular customer. CHAPTER 1 INTRODUCTION TO INTERNSHIP 1.1 INTRODUCTION Mandovi Motors are one of the top Maruti Suzuki merchants in India. They are the initially approved merchants in Karnataka and one of the main merchants of Maruti Suzuki autos in Bangalore. The examination is directed to know the elements that impact the buy of Maruti Suzuki autos furthermore what are the general population's desire and observation towards Maruti Suzuki cars from Mandovi motors. The issues confronted by the customers as to Maruti Suzuki autos were additionally asked into and in this way their general fulfillment level is contemplated. This is a distinct and exploratory examination and for the most part essential information is utilized with the end goal of information accumulation. Fulfillment is an essential component in the assessing stage. Fulfillment alludes to the purchasers condition of being satisfactorily compensated in a purchasing circumstance for the penances he has made one the client buy and utilize the item they might then turn out to be either fulfill or disappointed. Fulfilled Customers are individuals who are content with the item and administrations and are willing to return and pay for it once more. All business firms have understood that advertising is a center component of administration theory and the way to its prosperity lies in concentrating more and more on the buyer fulfillment. That is, it will be the client who will choose where the firm is heading. In this way the test before the advertiser is to guarantee that they ought to fulfill each client. The“vehicle business, one of the middle parts, has transformation of knowledgeable with the appearance of original business and assemble rehearses in the liberalization of light and globalization. The region is by all accounts unrealistic of posting solid deal in the couple of years in the viewpoint of a rational surge required after. The Indian vehicles business sector is adapting towards universal gauges to address the issues of the universal car monsters and rotate into a center point of universal. In this Maruti Suzuki is restricted and one of the main players in four Page 1 wheeler separation in India. So I took this organization to find a point by point investigation in this propitious time.” Maruti Suzuki is”an openly recorded automobile in INDIA. In south Asia it is a main four- wheeler automobile producer. Suzuki Motor Corporation hold a dominant part in the organization. It was the principal organization in India which offers additional million autos. It is credited to great extent for having acquired vehicles. It is the business sector pioneer in India and on September 2007, Maruti Udyog was renamed Maruti Suzuki India Limited.