jammu ford[1]

ASummer Training Report On

“Customer Satisfaction”A case study of JAMMU FORD

Submitted In Partial Fulfilment of TheDegree Of

“Bachelor of Business administration”By

Manish MahajanBBA (2010-2013)

Roll No. 301350007Under The Supervision Of

Prof. Suresh Sadotra

Department Of Management StudiesGovt. M.A.M. College, Jammu

CONTENTS

IntroductionObjectivesResearch MethodologyData Analysis & InterpretationFindingsLimitationRecommendations Conclusion

Introduction To Topic Satisfaction are a person’s feelings of pleasure

or disappointment resulting from comparing a products perceived performance relation to his/her expectations. If the performance falls short of expectation, the customer is dissatisfied. If the performance matches the expectation customer is satisfied. If the performance exceeds the expectation the customer is highly satisfied.

In today‘s world customer is the key of the success of any business. So, customer satisfaction level play very key role to sale of the product. That‘s why we decide to keep the project title related this key factor called ― “Consumer satisfaction A case study of Jammu Ford”.

Introduction To Ford Ford Motor Company is an American multinational

automaker headquartered in Dearborn, Michigan, a

suburb of Detroit. It was founded by Henry Ford and

incorporated on June 16, 1903. The company sells

automobiles and commercial vehicles under

the Ford brand.

The modern Ford India Private Limited began

production in 1996. Its manufacturing plant is situated

in Chennai and in 1926, Ford India Private Limited

began its production.

Objectives1. To understand the customer

satisfaction towards Ford.2. To know the customer

satisfaction about the features of Ford.

3. To know the customer satisfaction towards the after sales service offered by Ford.

4. To find the reasons for the dissatisfaction.

Research Methodology A) Sample Site:- The survey was conducted in Jammu city. (B) Sample size:-The sample size is 40 respondents. (C) Sample Element:-The sample element of research is customers

of Jammu Ford. (D) Sample Extent:-The sample extent is limited to Jammu city. (E) Sample Duration:-The sample duration between June 15 to July

15, 2012. (F) Sampling Procedure:-The sampling procedure followed is

convenience. (G) Research instrument:-In this study the research instrument is

Questionnaire. The questionnaire contains two types of questions:

1. Dichotomous questions 2. Multiple-choice questions

Data Analysis & Interpretation

S.No Attributes Percentage of respondents

a) <5 min 40%

b) 5-7 min 30%

c) 7-15 min 25%

d) 15-20 min 0%

e) 20 min > 5%

1. When you arrived at the workshop, how long did it take before you were greeted by someone?



a) <5 min15%

b) 5-7 min35%

c) 7-15 min 30%

d) 15-20 min 5%

e) 20 min > 15%

2. Please rate the time taken for handling over your vehicle for service/repair to workshop.



a) <5 min 40%

b) 5-7 min 30%

c) 7-15 min 25%

d) 15-20 min 0%

e) 20 min > 5%

3. Please rate the ease of arranging your visit to workshop through appointment call, sms etc.



a) Excellent 35%

b) Good 40%

c) Average 25%

d) Bad 0%

e) Very Bad 0%

4. Please rate the whole process of getting vehicle in for service/repair



a) Excellent 28%

b) Good 52%

c) Average 20%

d) Bad 0%

e) Very Bad 0%

5. Courtesy/friendliness of Service Advisors.



a) Excellent 25%

b) Good 40%

c) Average 35%

d) Bad 0%

e) Very Bad 0%

6. Understanding of problem with the vehicle.



a) Excellent 35%

b) Good 25%

c) Average 35%

d) Bad 5%

e) Very Bad 0%

7. Explanation of work to be done, charges and delivery time, while receiving the vehicle.



a) Excellent 30%

b) Good 48%

c) Average 20%

d) Bad 2%

e) Very Bad 0%

8. Please rate the overall performance of the Service Advisors.



a) <5 min 35%

b) 5-7 min 40%

c) 7-15 min 15%

d) 15-20 min 10%

e) 20 min > 0%

9. Please rate the time taken by workshop staff for delivering your vehicle, after service/repair.



a) Excellent 30%

b) Good 30%

c) Average 35%

d) Bad 5%

e) Very Bad 0%

10. Fairness of charges.



a) Excellent 20%

b) Good 40%

c) Average 35%

d) Bad 5%

e) Very Bad 0%

11. Explanation of work done and charges for service/repair at time of delivery of the vehicle.



a) <5 min 35%

b) 5-7 min 20%

c) 7-15 min 25%

d) 15-20 min 10%

e) 20 min > 10%

12. Vehicle ready at promised time.



a) Excellent 20%

b) Good 55%

c) Average 25%

d) Bad 0%

e) Very Bad 0%

13. Please rate the overall experience of picking up your vehicle after service/repair from the workshop.



a) Excellent 5%

b) Good 15%

c) Average 50%

d) Bad 20%

e) Very Bad 10%

14. Ease of driving in/out of workshop.



a) Excellent 15%

b) Good 50%

c) Average 35%

d) Bad 0%

e) Very Bad 0%

15. Cleanliness of workshop service facilities.



a) Excellent 20%

b) Good 45%

c) Average 25%

d) Bad 10%

e) Very Bad 0%

16. Comfort of waiting area.



a) Excellent 25%

b) Good 40%

c) Average 35%

d) Bad 0%

e) Very Bad 0%

17. Please rate the overall workshop service facilities.



a) Excellent 15%

b) Good 50%

c) Average 25%

d) Bad 5%

e) Very Bad 5%

18. Total time taken for servicing the vehicle.



a) Excellent 5%

b) Good 60%

c) Average 30%

d) Bad 5%

e) Very Bad 0%

19. Thoroughness of maintenance/repair work performed.



a) Excellent 10%

b) Good 40%

c) Average 20%

d) Bad 20%

e) Very Bad 10%

20. Availability of spare parts for service/repair.



a) Excellent 20%

b) Good 45%

c) Average 35%

d) Bad 0%

e) Very Bad 0%

21. Condition and cleanliness of vehicle on return.



a) Excellent 15%

b) Good 45%

c) Average 40%

d) Bad 0%

e) Very Bad 0%

22. Please rate the overall quality of work performed on your vehicle.



a) Yes 0%b) No 100%c) Not

applicable 0%

23. Was your vehicle picked up for service/repair and delivered back to the premises?




applicable 0%

24. Was your transportation provided for dropping and picking you from nearest convenient location?




applicable 0%

25. Were you notified by the service centre when your vehicle was due for routine maintenance?




applicable 10%

26. Were you contacted after the service to see if the work was performed to your satisfaction?

Findings1. Service initiation process was good as the customers were

greeted well and soon.2. The service advisor was good and helpful but sometimes

was unable to understand some of the problem of the customers.

3. Vehicle pick up process was good, vehicle was delivered at promised time with fair charges.

4. Service facility was good, waiting room was comfortable but the driving in and out of workshop was uncomfortable.

5. The quality of service was found to be good as the spare parts was available and the service was done in reasonable time.

6. The workshop is not good in providing value added services.

Limitation

1. The study was conducted only in Jammu city.

2. Only one authorized service station for Ford cars in Jammu city.

3. Lack of interest of people to join with the survey.

4. The limitation of time is a big factor of the survey.

5. Only convince sampling technique is used.

Recommendations 1. The Ford should expand their business as

there is only one service station in Jammu city.

2. service station should also provide some value added services like vehicle pick and drop service.

3. Ford service station should have all the spare parts because it is the only authorized service station in Jammu.

4. Driving in and out of workshop was not good so few construction is required on the entry gate of the station.

5. Company should take regular feedback should be there form the customer side.

Conclusion FORD is acting as pioneer in the market of automobile

industry. The company has grown progressively and shown tremendous profits since from its inception regardless to the state of economy. The company has spread its roots and branches to all over India. The company is really performing very well earning good profits and even it is named Car of the year for Ford Figo.

As the research, has shown customer satisfaction regarding Ford cars in Jammu is not up to the level. Ford needs to improve some parts of products, services in order to satisfy customers as high customer satisfaction level helps the company to retain its existing customer as well as generate new customer through word of mouth publicity.

THANKYOU

jammu ford[1]

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