SUMMER TRAINING REPORT PRESENTATION ON “CUSTOMER SATISFACTION REGARDING AFTER

SALES SERVICES”With Reference to Garg Motors Mahindra And

Mahindra

Submitted To:Department Of Business Administration CDLU ,SIRSA

Submitted By:Arvind

MBA 5.513146220043

Session 2013-2016

COMPANY PROFILE

Mahindra & Mahindra Limited

• Mahindra and Mahindra Limited (M&M) is an Indian multinational automobile manufacturing corporation headquartered in Mumbai, Maharashtra, India.

•Mahindra & Mahindra was set up as a steel trading company in 1945 in Ludhiana as Mahindra & Mohammed by brothers K.C. Mahindra and J.C. Mahindra and Malik Ghulam Mohammed. After India gained independence and Pakistan was formed, Mohammed emigrated to Pakistan. The company changed its name to Mahindra & Mahindra in 1948.

•It is one of the largest vehicle manufacturers by production in India and the largest manufacturer of tractors across the world.

•It was ranked as the 10th most trusted brand in India, by The Brand Trust Report, India Study 2014.

Products of Mahindra and Mahindra

OFFICE MANAGEMENT

BASANT GARG (MD)

BHARAT SINGH (GM)

MS.SANIA(HR)

Mr. GULSHAN (Sales Manager)

INTRODUCTIONCUSTOMER SATISFACION

   It is a measure of how products and services supplied by a company meet or surpass customer expectation."Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a products perceived performance (or outcome) in relation to his/her expectations.As this definition makes clear, satisfaction is a faction of perceived performance and expectation. If the performance fails short of expectations, the customer dissatisfied, highly many companies are aiming for high satisfaction, because customers who are just satisfied still find it easy to switch when a better offer comes along. Those also are highly satisfied are much less ready to switch high rates faction or delight creates un emotional bond with the brand, net just a rational preference the result is high customer loyalty.

Why is it supremely important to satisfy customers?

 Basically because of company's sale each period comes from two groups. New customer and repeat customer. It always cost more to attract new customers than to retain current customer. Therefore, customer retention is more critical than customer attraction.

DATA COLLECTION

RESEARCH METHODOLOGY

The information necessary for this research data collected by tapping primary and secondary sources. The sources are as follows:  • Primary Sources: Questionnaire Personal interaction  • Secondary Sources: Company Websites Related Information from Internet Company Reports. 

OBJECTIVES OF THE STUDY

• To know the customer’s satisfaction level at Authorized Mahindra

& Mahindra dealers GARG MOTORS Sirsa.

• To know the perception of customer’s regarding the charges/

rates offered by the service Centre.

• To know the reasons for decline of customer’s visit at Service

Centre of GARG MOTORS Sirsa.

• To know the suggestions from customer’s to improve the service

center.

 

LIMITATION OF STUDY

• The scope of study is limited to the respondents are selected from in and around Sirsa only.

 • The project is carried out for the period of 45 days only. • However, Mahindra and Mahindra Automobile showrooms are

located in other places i.e. locally and even in the neighboring states. Only opinion of respondents of Sirsa city was consider for finding out the opinions of respondents.

 

DATA ANALYSIS AND INTERPRETATION

 InterpretationAccording to my survey, out of 100, responds 31% of the people says neither agree nor disagree about overall service provided by Sutaria Automobiles. And 25% of the people agree. And 18% of the people disagree, and 16% of the people says strongly disagree, and lastly 10% of the people strongly agree about overall service provided by Sutaria Automobiles.

1. Strongly Agree 10 2. Agree 253. Neither agree not disagree 31 4. Disagree 185.Strongly Disagree 16

Satisfied with overall service provided by Garg Motors.

InterpretationOut of 100 respondents 32% of the people moderate about tools & techniques & 28% of the people agree, &25% of the people disagree & 9%of the people says strongly disagree & 6% of the people strongly agree for tools & techniques.

1. Strongly Agree 06 2. Agree 283. Neither agree not disagree 32 4. Disagree 255.Strongly Disagree 09

Authorized service station has sophisticated tools and techniques.

1. Strongly Agree 07

2. Agree 363. Neither agree not disagree 30 4. Disagree 175.Strongly Disagree 10

Authorised service station has sufficient and genuine spares.

Station has sufficent tools and Genuine Spares

05

10152025303540

1. StronglyAgree

2. Agree 3 .NeitherAgree nordis Agree

4. Dis agree 5. StronglyDis agree

Respondents

Sam

ples

InterpretationFrom the source of field survey, out of 100 respondents 36% of the people agree with sufficient & genuine spares, & 30% of the people moderate with the spares, & 17% of the people disagree, & 10% of the people strongly disagree,& remaining 7% of the people strongly agree for sufficient & genuine spares

1 Very high 60 2 High 323 Economical 08 4 Low 0

Labour charges compared to Authorised service and roadside Mechanics.

Labour Charges

0102030

40506070

1. Very high 2. High 3. Economical 4. Low

Respondents

Sam

ples

InterpretationAccording to my survey 60% of the people says labor charge is very high in the Sutaria Automobiles as compared to roadside or any other Authorized service centre, & 32% of the people says labor charge is high & remaining 8% of the people says labor is reasonable.& no body is ready to agree with low labor charges.  

1 Always 10 2 Most of times 253 Some Times 45 4 Never 20

Delivery as per schedule.

05

1015202530354045

1. Always 2. most ofthe times

3. Sometimes

4.Never

Respondents

Delivery as per schedule

Interpretation45% of the respondents are disagree with the delivery of vehicle timings and 25% of the respondents are moderate, 20% of them said they never get timely, and 10% of them are agree with the delivery as per schedule.

1 Poor 11 2 Fair 463 Good 36 4 Excellent 07

On Road Break down Service.

Break down Service

0

10

20

30

40

50

1.Poor 2.Fair 3.Good 4.Excellent

Respondents

Sam

ples

InterpretationIn the samples taken out of 100 respondents 46% of the people says on road break down service is fair, &36% of the people says good & 11% people says poor, & remaining people says on road break down service is excellent.  

Whether people at service station are co- operative or not.

Attributes Low Moderate High Very High

Works Manager 20 23 38 19

Service Advisor 13 25 44 18

Service Supervisor 15 27 39 19

Technicians 22 16 34 28

works manager Service Ad-visor

service Su-pervisor

Technicians0

10

20

30

40

50

People at service station are cooperative

low

moderate

highvery high

Respondents

InterpretationBased on my survey the customers are says that works manager is 38% high, 20% low &23% moderate with them at service station and service advisor is 44% is high, 13% low and 25% moderate with them and service supervisor is 39% is high , 15% is low and 27% moderate with them. And technicians are 34% high, 22% low and is 16% moderate with them at service station.

It is helpful if service station is kept open on Sundays.

Yes 80

No 20

Service Station kept on Sundays

80%

20% Interpretation From the source of field survey nearly 80% of people says it is helpful to them, if service station is kept open on Sunday’s.

Whether you would recommended Garg motors to others.

Yes 71

No 29

Recommend to others

71

29

InterpretationAccording to my survey 71% of people says that, they are recommended sutaria automobiles to others. And 29% of people are not recommended sutaria automobile to others. 

CONCLUSION According to my survey majority of the customers are not satisfied with overall service provided by Garg Motors, they expect management should provide:- Sophisticated tools and techniques. Genuine spare parts. Reduction in labor charges. Timely delivery of vehicle. So Management should concentrate on these aspects to satisfy their customers.   

FINDINGS AND SUGGESTIONSFindings: - According to my survey, out of 100, responds 31% of the people says neither agree nor disagree about overall service provided by Sutaria Automobiles Out of 100 respondents 32% of the people moderate about tools & techniques   From the source of field survey, out of 100 respondents 36% of the people agree with sufficient & genuine spares,  According to my survey 60% of the people says labor charge is very high in the Sutaria Automobiles as compared to roadside or any other Authorized service centre. 45% of the respondents are disagree with the delivery of vehicle timings.  In the samples taken out of 100 respondents 46% of the people says on road break down service is fair. From the source of field survey nearly 80% of people says it is helpful to them, if service station is kept open on Sunday’s.   

Suggestions: - Management should make availability of sufficient tools and techniques and genuine spare parts. Management should try to reduce labor charge and service charges as much as possible. Management should maintain delivery timings and on road break down service’s as they promised to their customers. Majority of the customer’s wants to kept open service station on Sunday’s, so management should try to provide service’s on Sunday’s also    

THANK YOU