Abhijit Chavan Cus Behe

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A

STUDY OF

CONSUMER SATISFACTION.

InPANDIT AUTOMOTIV, PUNE

A PROJECT SUBMITED TO

BHARTI VIDYAPEETH UNIVERSITY,

PUNE

IN PARTIAL FULLFILLMENT OF THE

MASTER OF BUSINESS ADMINASTRATION (TRIMISTER -V)

SUBMITTED BY

Mr. ABHIJIT T.CHAVAN

UNDER THE UIDANCE OF

Mr.Pratap Desai

DIRECTOR

Year 2008-09

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Mr. ABHIJIT T.CHAVAN

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Director Guide Dr. Mr. A. P. Ghatule Mr.Pratap Desai

DECLARATION

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BHARATI VIDYAPEETH UNIVERSITY,

PUNE

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AC#NO$LEDGEMENT

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%r.No TopicPa&e No

'. INTRODUCTION TO T!E %TUD( :

). COMPAN( PRO*ILE ;

+. T!EORECTICAL AC#GROUND ?

/. 0UE%TIONER% >:

1. ILIOGRAP!( >@

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Chapter No. I 2 I3troductio3 to %tud4

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http://www.1000ventures.com/business_guide/crosscuttings/bizsys_customer.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/bizsys_customer.html


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Research Methodolo&4 o9 the %tud48

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Pri:ar4 Data

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Li:itatio3s 2

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Chapter No. II2 Co:pa34 Pro9ile

Brief History of the Company and Particulars ofPromoters / Directors

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hale8;

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Our services

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PANDIT auto:oti7es ?:>: >@(S!%/r%%2)

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; => :?;>>(C.V.D.), ; =>> :>;>>(P.P02+)

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Ultra modern 20 bay workshop for cars and utility vehicles.

ork shop open for ! days.

"ick-up and drop facility for servicin# cars.

$eparate accident with paint booth.

2% &rs. breaks down service available.

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Network Chart and Map of Pune Branch (Panditutomotives Pvt! "td!#

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Map o9 Tila> Road

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chievements of Pandit automotives Pvt! "td!

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Chapter No. III2 Theoretical ac>&rou3d o9 the stud4

INTRODUCTION TO CU%TOMER %ATI%*ACTION

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2%r' *n 2%r' %n $!' &0#$%2'r. T!*$ "# "$ /" 1' $!' &0#$%2'r /!% /"

'&"' /!'r' $!' "r2 "# !'*"n5. T!0# $!' C!*'n5' 1'%r' $!' +*n"$

*0$%2%$"4'# "n#0r'# $!*$ $!'#*$"# '4'r &0#$%2'r.

Or5*n"*$"%n# *r' "n&r'*#"n5 "n$'r'#$' "n r'$*"n"n5 '9"#$"n5 &0#$%2'r#

/!"' $*r5'$"n5 n%n-&0#$%2'r# 2'*#0r"n5 &0#$%2'r #*$"#*&$"%n +r%4"'# *n

"n"&*$"%n % !%/ #0&&'##0 $!' %r5*n"*$"%n "# *$ +r%4""n5 +r%0&$# *n%r#'r4"&'# $% $!' 2*r6'$+*&'.

C0#$%2'r #*$"#*&$"%n "# *n *21"50%0# *n *1#$r*&$ &%n&'+$ *n $!' *&$0*

2*n"'#$*$"%n % $!' #$*$' % #*$"#*&$"%n /" 4*r r%2 +'r#%n $% +'r#%n *n

+r%0&$#'r4"&' $% +r%0&$#'r4"&'. T!' #$*$' % #*$"#*&$"%n '+'n# %n *

n021'r % 1%$! +#&!%%5"&* *n +!#"&* 4*r"*1'# /!"&! &%rr'*$' /"$!

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____________________________________________________MBA(IT) Trim-VI

#*$"#*&$"%n 1'!*4"%r# #0&! *# r'$0rn *n r'&%22'n r*$'. T!' '4' %

#*$"#*&$"%n &*n *#% 4*r '+'n"n5 %n %$!'r %+$"%n# $!' &0#$%2'r 2* !*4'

*n %$!'r +r%0&$# *5*"n#$ /!"&! $!' &0#$%2'r &*n &%2+*r' $!' %r5*n"*$"%n#

+r%0&$#.Organisations often think the way to measure customersatisfaction is to examine the number of customer complaints. The

problems with this method is that it is reactive, it only responds afterthe event and it does not really measure satisfaction only

dissatisfaction. Monitoring complaint levels does not really tell if the

customers are any more or less satisfied with the product or service.

I:porta3ce o9 Custo:er %atis9actio3

B'%r' %0 &*n #%2'$!"n5, %0 20#$ 6n%/ /!*$ %0 *r' 2'*#0r"n5 *n

/!. T!' %%/"n5 2*$'r"* /" "n$r%0&' %0 $% r'*#%n# %r 2'*#0r"n5

0*"$ *n &0#$%2'r #*$"#*&$"%n. 7!'n %0 6n%/ /! %0 *r' %"n5 $!"#,

*n $!'n %0 % "$, "2+'2'n$"n5 $!' r'#0$# % %0r 2'*#0r'2'n$ +r%5r*2

/" +r%&'' 2%r' #2%%$!.

Y%0r 2'*#0r'2'n$ +r%5r*2 20#$ *n#/'r $!' /!%, /!*$, /!'r', !%/

*n /! 0'#$"%n# $!*$ *r' '##'n$"* %r #0&&'##.

TO LEARN AOUT CU%TOMER PRECEPTION

C0#$%2'r "# "n"4"0*#, *n '*&! +'r#%n /" +'r&'"4' $!"n5#

"'r'n$ "n $!' #*2' #"$0*$"%n.

T!' +'r&'+$"%n %0 *r' $r"n5 $% "'n$" "n&0'8 7!*$ $!' %%6 %r "n

* 10#"n'## #0&! *# %0r#K 7! $!' % 10#"n'## "n %0r "n0#$rK 7!*$ !*#

&*0#' $!'2 $% &!*n5' #0++"'r# %r +r%4"'# "n $!' +*#$K 7!*$ 2"5!$ 2*6'

$!'2 &!*n5' *5*"n "n $!' 0$0r' *n !%/ #%%nK /!*$ *r' $!'"r &r"$'r"* %r

2"n"2* #*$"#"'K 7!*$ 20#$ %0 % $% 2*6' $!'2 '9$r'2' #*$"#"'K *n

/!*$ 20#$ %0 % %r $!'2 #% $!' &%n$"n0' $% % 10#"n'## /"$! %0.

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____________________________________________________MBA(IT) Trim-VI

TO DETERMINE CU%TOMER NEED%, $ANT%,

RE0UIREMENT% AND E?CEPTION%

Y%0r &0#$%2'r #*$"#*&$"%n 2'*#0r'2'n$ n%$ %n 20#$ '$'r2"n' !%/

&0#$%2'r# '' *1%0$ $!' +r%0&$ %r #'r4"&'# $!' +0r&!*#' *n $!' #'r4"&'#$!' r'&'"4', $!' 2'*#0r'2'n$ 20#$ *#% "'n$" /!*$ $!' &0#$%2'r n''#

*n /*n$# r%2 %0.

I$ "# 4"$* "2+%r$*n$ $% $!' #0&&'## % %0r 2'*#0r'2'n$ +r%5r*2 $!*$

%0 '*rn *1%0$ &0#$%2'r# &0rr'n$ *n 0$0r' n''#. C0#$%2'r *1%0$ r'&'n$

+0r&!*#' /"$! %0$ '4'r $r"n5 $% "n %0$ /! $!' +0r&!*#' "$, /!*$ +'r#%n*

*n +#&!%%5"&* n''# $!' +0r&!*#' #*$"#"', !%/ $!' +*n $% 0#' $!'

+0r&!*#', /!*$ $!' '9&'+$ r%2 $!' +0r&!*#' *n /!*$ $!' '9&'+$ $!'"r

n''# $% 1' "n $!' 0$0r'.

7!'n %0 2'*#0r' &0#$%2'r #*$"#*&$"%n, *#% 2'*#0r' /!*$ $!' n'',

/*n$, r'0"r' *n '9&'+$ r%2 %0 *n /!.

TO IN%PECT $!AT (OU E?PECT IN ORDER TO IMPROVE

%ERVICE 0UALIT( AND CU%TOMER %ATI%*ACTION

Y%0 20#$ #'$ #$*n*r % +'r%r2*n&', "n%r2 %0r #$* *n %0r&0#$%2'r# % $!%#' #$*n*r# *n $!'n 2'*#0r' %0r *&$0* +'r%r2*n&'

*5*"n#$ $!%#' #$*n*r#.

T!' "2+r%4'2'n$ &%2'# r%2 6n%/"n5 /!'r' %0 &%2+*r' $% /!'r'

%0 /*n$ $% 1' %r #!%0 1', *n $!'n $*6"n5 $!' #$'+#, 1*#' %n $!'

2'*#0r'2'n$#, $% "2+r%4' %0r +'r%r2*n&'. S"n&' %0r #$*n*r# /'r'

'4'%+' "n &%n0n&$"%n /"$! &0#$%2'r +'r&'+$"%n#, %0r 2''$"n5 %r

'9&''"n5 $!%#' #$*n*r#, *# /' *# *"n5 #!%r$, /" 5"4' %0 * 5%%

"n"&*$%r % !%/ #*$"#"' %0r &0#$%2'r# /" 1' *n /!*$ %0 20#$ % "n

0$0r'.

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____________________________________________________MBA(IT) Trim-VI

TO APPL( T!E PROCE%% O* COUNTINOU% IMPROVEMENT

I %0 % n%$ $r &%n$"n0%0# $% "2+r%4' %0r #'r4"&' %'r"n5#,

#%2'%n' '#' /", *n $!'n %0r &0#$%2'r# /" 1' $!'"r &0#$%2'r#. Y%0 20#$

2'*#0r' '4'r$!"n5 5%%# *n #'r4"&'# *n '"4'r $% %0r &0#$%2'r.

MEA%URING 0UALIT( AND CU%TOMER %ATI%*ACTION

T!' &%n&'+$ % &%n$"n0%0# "n&r'2'n$* "2+r%4'2'n$, #0+'r"%r &0#$%2'r

#'r4"&', *n !"5! 0*"$ *r' * r'*$' $% &0#$%2'r #*$"#*&$"%n. H%/'4'r, "

%0 !*4' $!' &!*n5' $% 2*6' * 0*n$02 '*+ "n *n % $!'#' *r'*# $% "n&r'*#'&0#$%2'r #*$"#*&$"%n.

$OR#ING TO$ARD% EN!ANCING CU%TOMER %ATI%*ACTION

C0#$%2'r #*$"#*&$"%n "# &%n$"n0%0# +r%&'## /!"&! %'# n%$ 1'5"n %r

'n /"$! * +0r&!*#'. T!'r' *r' $!r'' +!*#'# "n &0#$%2'r #*$"#*&$"%n +r%&'##,

n*2'K

'@ Pre sales8

D0r"n5 $!"# #$*5' $!' &0#$%2'r '9+'&$*$"%n# *r' '4'%+' $!r%05! $!'

4*r"%0# "n%r2*$"%n #%0r&'# "6' *4'r$"#"n5, /%r 2%0$! *n #% %n.

)@ Duri3& sales8

7!'n $!' &0#$%2'r "# 'n5*5' "n '9+'r"'n&"n5 %n !%/ $% '* /"$! 'n0"r"'# *n#' +r%0&$#.

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____________________________________________________MBA(IT) Trim-VI

+@ The A9ter %ales Period8

T!"# r''r# $% $!' +'r"% /!'n $!' &0#$%2'r !*# #$*r$' 0#"n5 $!'

+r%0&$.

T!' *"2 % $!"# +r%'&$ "# $% +r%4"' *n "n#"5!$ "n$% $!' &!*r*&$'r"#$"& %

$!' &%n#02'r 2*r6'$#, "'n$"$ $!' +%##"1' #%0r&'# % "##*$"#*&$"%n, /%r6

$%/*r# !*n"n5 &%2+*"n$# r%2 &%n#02'r# /!"&! "n $0rn /" !'+ "n

'n!*n&"n5 &0#$%2'r #*$"#*&$"%n *n +r'4'n$ "##*$"#*&$"%n.

Customer $atisfaction in % $teps

4 Adria3 Tho:pso3

'. E3coura&e *ace;to;*ace Deali3&s

T!"# "# $!' 2%#$ *0n$"n5 *n %/nr"5!$ #&*r +*r$ % "n$'r*&$"n5 /"$! *&0#$%2'r. I %0r' n%$ 0#' $% $!"# #%r$ % $!"n5 "$ &*n 1' * +r'$$ n'r4'-

/r*&6"n5 '9+'r"'n&'. R'#$ *##0r', $!%05!, "$ %'# 5'$ '*#"'r %4'r $"2'. I$#

"2+%r$*n$ $% 2''$ %0r &0#$%2'r# *&' $% F*&' *$ '*#$ %n&' %r '4'n $/"&'

0r"n5 $!' &%0r#' % * +r%'&$.

M '9+'r"'n&' !*# #!%/n $!*$ * &"'n$ "n# "$ '*#"'r $% r'*$' $% *n

/%r6 /"$! #%2'%n' $!'4' *&$0* 2'$ "n +'r#%n, r*$!'r $!*n * 4%"&' %n $!'

+!%n' %r #%2'%n' $+"n5 "n$% *n '2*" %r 2'##'n5'r +r%5r*2. 7!'n %0 %

2''$ $!'2, 1' &*2, &%n"'n$ *n *1%4' *, $*6' $"2' $% *#6 $!'2 /!*$ $!'

n''. I 1'"'4' $!*$ " * +%$'n$"* &"'n$ #+'n# %4'r !* $!' 2''$"n5 %"n5 $!'$*6"n5, %0r' /' %n %0r /* $% * #*'.

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____________________________________________________MBA(IT) Trim-VI

). Respo3d to Messa&es Pro:ptl4 - #eep (our Clie3ts I39or:ed

T!"# 5%'# /"$!%0$ #*"n5 r'*. 7' * 6n%/ !%/ *nn%"n5 "$ "# $% /*"$*# %r * r'#+%n#' $% *n '2*" %r +!%n' &*. I$ 2"5!$ n%$ */*# 1' +r*&$"&*

$% '* /"$! * &0#$%2'r# 0'r"'# /"$!"n $!' #+*&' % * '/ !%0r#, 10$ *$ '*#$

'2*" %r &* $!'2 1*&6 *n '$ $!'2 6n%/ %04' r'&'"4' $!'"r 2'##*5' *n

%0 &%n$*&$ $!'2 *1%0$ "$ *# #%%n *# +%##"1'. E4'n " %0r' n%$ *1' $%

#%4' * +r%1'2 r"5!$ */*, '$ $!' &0#$%2'r 6n%/ %0r' /%r6"n5 %n "$. A

5%% '9*2+' % $!"# "# 2 7'1 !%#$. T!'4' !* #%2' $r%01' /"$! #'r4'r

!*r/*r' /!"&! !*# &*0#' * *"r 1"$ % %/n$"2' *$'. A$ '4'r #$'+ *%n5

$!' /* I /*# '2*"' *n $% '9*&$ /!*$ /*# 5%"n5 %n, /! $!"n5# /'r'

5%"n5 /r%n5, *n !%/ %n5 "$ /%0 1' 1'%r' $!' /'r' /%r6"n5 *5*"n. T!'*#% *+%%5"#' r'+'*$', /!"&! /*# n"&'. N%/ " $!' #'r4'r !* 0#$ 5%n'

%/n /"$! n% '9+*n*$"%n I $!"n6 I !*4' 1''n +r'$$ *nn%' *n 2* !*4'

2%4' 2 10#"n'## '#'/!'r'. B0$ 1'&*0#' $!' $%%6 $"2' $% 6''+ 2'

"n%r2', "$ "n$ #''2 #% 1*, *n I *$ '*#$ 6n'/ $!' /'r' %"n5 #%2'$!"n5

*1%0$ $!' +r%1'2#. T!*$ $% 2' "# * +r"2' '9*2+' % &0#$%2'r #'r4"&'.

+. e *rie3dl4 a3d Approacha5le

A '%/ S"$'P%"n$'r %n&' $% 2' $!*$ %0 &*n !'*r * #2"' $!r%05!

$!' +!%n'. T!"# "# 4'r $r0'. I$# 4'r "2+%r$*n$ $% 1' r"'n, &%0r$'%0# *n $%

2*6' %0r &"'n$# '' "6' %0r' $!'"r r"'n *n %0r' $!'r' $% !'+ $!'2

%0$. T!'r' /" 1' $"2'# /!'n %0 /*n$ $% 1'*$ %0r &"'n$# %4'r $!' !'*

r'+'*$' /"$! * 10n$ %1'&$ - "$ !*++'n# $% * % 0#. I$# 4"$* $!*$ %0 6''+ *

&'*r !'*, r'#+%n $% %0r &"'n$# /"#!'# *# 1'#$ %0 &*n, *n *$ * $"2'#

r'2*"n +%"$' *n &%0r$'%0#.

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____________________________________________________MBA(IT) Trim-VI

. !a7e a Clearl4;De9i3ed Custo:er %er7ice Polic4

T!"# 2* n%$ 1' $%% "2+%r$*n$ /!'n %0r' 0#$ #$*r$"n5 %0$, 10$ *

&'*r '"n' &0#$%2'r #'r4"&' +%"& "# 5%"n5 $% #*4' %0 * %$ % $"2' *n

'%r$ "n $!' %n5 r0n. I * &0#$%2'r !*# * +r%1'2, /!*$ #!%0 $!' % I $!'

"r#$ %+$"%n %'#n$ /%r6, $!'n /!*$ S!%0 $!' &%n$*&$ "'r'n$ +'%+' %r

1""n5 *n $'&!n"&* 'n0"r"'# I $!'r' n%$ #*$"#"' /"$! *n *#+'&$ % %0r

&0#$%2'r #'r4"&', /!% #!%0 $!' $'

T!'r'# n%$!"n5 2%r' *nn%"n5 %r * &"'n$ $!*n 1'"n5 +*##' r%2

+'r#%n $% +'r#%n %r n%$ 6n%/"n5 /!% $% $0rn $%. M*6"n5 #0r' $!' 6n%/

'9*&$ /!*$ $% % *$ '*&! #$*5' % $!'"r 'n0"r #!%0 1' % 0$2%#$"2+%r$*n&'. S% 2*6' #0r' %0r &0#$%2'r #'r4"&' +%"& "# +r'#'n$ %n %0r #"$'

-- *n *n/!'r' '#' "$ 2* 1' 0#'0.

. Atte3tio3 to Detail

H*4' %0 '4'r r'&'"4' * H*++ B"r$!* '2*" %r &*r r%2 *

&%2+*n %0 /'r' * &"'n$ % H*4' %0 '4'r !* * +'r#%n*"' #"5n-0+

&%n"r2*$"%n '2*" %r * #'r4"&' $!*$ %0 &%0 $' /*# $+' r%2 #&r*$&!

T!'#' "$$' n"&'$"'# &*n 1' $"2' &%n#02"n5 *n *r'n$ */*# &%#$ ''&$"4',

10$ r'2'21'r $% % $!'2.

E4'n " "$# *# #2* *# #'n"n5 * H*++ H%"*# '2*" $% * %0r

&0#$%2'r#, "$# #%2'$!"n5. I$ #!%/# %0 &*r'K "$ #!%/# $!'r' *r' r'* +'%+' %n

$!' %$!'r 'n % $!*$ #&r''n %r $''+!%n'K *n 2%#$ "2+%r$*n$, "$ 2*6'# $!'

&0#$%2'r '' /'&%2', /*n$' *n 4*0'.

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____________________________________________________MBA(IT) Trim-VI

:. An$"&"+*$' Y%0r C"'n$# N''# % O0$ O Y%0r 7* $% H'+

T!'2 O0$

S%2'$"2'# $!"# "# '*#"'r #*" $!*n %n' H%/'4'r, *&!"'4"n5 $!"#

#0+r'2' '4' % 0n'r#$*n"n5 /"$! %0r &"'n$# /" % /%n'r# %r %0r

/%r6"n5 r'*$"%n#!"+.

T*6' $!"# *# *n '9*2+'8 %0r' /%r6"n5 %n $!' r%n$-'n %r %0r&"'n$# '9&"$"n5 n'/ '&%22'r&' 'n'*4%r. Y%0 !*4' * $!' "2*5'#, %r"5"n*#

*n "'# 1*&6' 0+ %n %0r '#6$%+ &%2+0$'r *n $!' #"$' "# 5%"n5 r'* /'.

D0r"n5 * 2''$"n5 /"$! %0r &"'n$ !'#!' !*++'n# $% 2'n$"%n * !*r-&%+

1r%&!0r' $!'"r "n$'rn* 2*r6'$"n5 +'%+' *r' '4'%+"n5. A# " 1 2*5"&, *

&%0+' % /''6# *$'r * CD-ROM *rr"4'# %n $!'"r %%r#$'+ &%2+'$' /"$! !"5!

r'#%0$"%n 4'r#"%n# % * $!' "2*5'# %04' 0#' %n $!' #"$'. A n%$'

*&&%2+*n"'# "$ /!"&! r'*#8

"Hi, you mentioned a hard-copy brochure you were working on and I

wanted to proide you with !arge-sca!e copies of the graphics Ie used onthe site# Hopefu!!y you!! be ab!e to make use of some in your brochure#"

Y%0r &"'n$ "# !'*r$" "2+r'##', *n r'2*r6# $% !"# &%'*50'# *n r"'n#

!%/ 4'r !'+0 *n &%n#"'r*$' !"# 7'1 '#"5n'r# *r'. M'*n/!"', "n %0r

%"&', %0 * 1*&6 "n %0r &!*"r r"n6"n5 %0r @$! &0+ % &%'' $!*$

2%rn"n5, #*' "n $!' 6n%/'5' $!"# !*++ &0#$%2'r /" #'n #'4'r* r''rr*#

%0r /*.

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____________________________________________________MBA(IT) Trim-VI

@. !o3our (our Pro:ises

I$# +%##"1' $!"# "# $!' 2%#$ "2+%r$*n$ +%"n$ "n $!"# *r$"&'. T!' #"2+'

2'##*5' /!'n %0 +r%2"#' #%2'$!"n5, '"4'r. T!' 2%#$ &%22%n '9*2+'

!'r' "# +r%'&$ '"4'r *$'#.

C"'n$# %n$ "6' $% 1' "#*++%"n$'. S%2'$"2'#, #%2'$!"n5 2* n%$

5'$ %n', %r %0 2"5!$ 2"## * '*"n' $!r%05! n% *0$ % %0r %/n. Pr%'&$#

&*n 1' *$', $'&!n%%5 &*n *" *n #01-&%n$r*&$%r# %n$ */*# '"4'r %n

$"2'. In $!"# &*#' * 0"&6 *+%%5 *n *##0r*n&' "$ 1' r'* ASAP /%0n$

5% *2"##.

Co3clusio3

C0#$%2'r #'r4"&', "6' *n *#+'&$ % 10#"n'##, "# * +r*&$"&' *r$ $!*$

$*6'# $"2' *n '%r$ $% 2*#$'r. A %0 n'' $% % $% *&!"'4' $!"# "# $% #$%+

*n #/"$&! r%'# /"$! $!' &0#$%2'r. 7!*$ /%0 %0 /*n$ r%2 %0r 10#"n'##

" %0 /'r' $!' &"'n$ H%/ /%0 %0 /*n$ $% 1' $r'*$' Tr'*$ %0r

&0#$%2'r# "6' %0r r"'n# *n $!' */*# &%2' 1*&6.

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Chapter No. IV;

Data Prese3tatio3 - A3al4sis

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____________________________________________________MBA(IT) Trim-VI

Ta5le No.' Visit to Pa3dit Auto:oti7e.

Visit To Pa3dit

Auto:oti7e.

Respo3de3t

custo:ers

I3 B

Y'# ?@ ;N% >

T%$*


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____________________________________________________MBA(IT) Trim-VI

Ta5le No.) Quality of Model

I3terpretatio38

B $!' #0r4' 2*%r"$ % $!' &0#$%2'r# *r' #*" $!*$ 0*"$ % P*n"$

A0$% "# 4'r #*$"#"' >? &0#$%2'r# *r' #*" $!*$ "# #*$"#"' *n 4'r

'/ #*" $!*$ #%2' #*$"#"'.

Ta5le No. + %peed o9 %er7ice

B.V.U. I/M/R/D/ASangli_______________________________________

Quality Of Model RespondentCustomer(5!

In "

Very Satisfed 30 60Satisfed 17 34

Some Satisfed 3 6

Dissatisfed 0 0Very Dissatisfed 0 0

Total 50 100%


39/62

____________________________________________________MBA(IT) Trim-VI

I3terpretatio38

B $!' #0r4' 2*%r"$ % $!' &0#$%2'r# *r' #*" $!*$ #+'' % #'r4"&'

+r%4"' 1 $!' P*n"$ A0$% "# 4'r #*$"#"' >= &0#$%2'r# *r' #*"

$!*$ "# #*$"#"' *n 4'r '/ #*" $!*$ #%2' #*$"#"'.

Ta5le No. To Get All Models

B.V.U. I/M/R/D/ASangli_______________________________________

%peed O9 %er7ice Respondent

Customer(5!

In "


Some Satisfed 13 26

Dissatisfed 0 0

Very Dissatisfed 0 0

Total 50 100%


40/62

____________________________________________________MBA(IT) Trim-VI

I3terpretatio38

B $!' #0r4' 2*%r"$ % $!' &0#$%2'r# #*" * 2%'# *r' $% 5'$ "n

P*n"$ A0$%. V'r '/ *r' #*$"#"' /"$! $!"# #$*$'2'n$.

Ta5le No. I3ter3al %tructure

B.V.U. I/M/R/D/ASangli_______________________________________

To #et all Model Respondent

Customer(5!

In "

Very Satisfed 45 90

Satisfed 5 10

Some Satisfed 0 0

Dissatisfed 0 0

Very Dissatisfed 0 0Total 50 100%


41/62

____________________________________________________MBA(IT) Trim-VI

I3terpretatio38

T!' 2*%r"$ % $!' &0#$%2'r #*" $!*$ $!' "n$'rn* #$r0&$0r' "#

#*$"#*&$%r >= &0#$%2'r #*" $!*$ 4'r #*$"#"' *n 4'r '/ #*" *r'

$!' #%2' #*$"#"'.

Ta5le No./ E:plo4ee eha7ior

B.V.U. I/M/R/D/ASangli_______________________________________

Internal Stru$ture RespondentCustomer(5!

In "


Some Satisfed 13 26


Total 50 100%


42/62

____________________________________________________MBA(IT) Trim-VI

I3terpretatio38

T!' 2*%r"$ % $!' &0#$%2'r #*" $!*$ $!' '2+%'' 1'!*4"%r# *r' 4'r

#*$"#"' = *r' #*" $!*$ "$ "# #%2' #*$"#"' *n #*$"#"'.

Ta5le No.1 Ti:e %pe3t aiti3&

B.V.U. I/M/R/D/ASangli_______________________________________

E:plo4ee eha7ior RespondentCustomer(5!

In "


Some Satisfed 10 20


Total 50 100%


43/62

____________________________________________________MBA(IT) Trim-VI

I3terpretatio38

T!' 2*%r"$ % $!' &0#$%2'r# *r' #*" $!*$ $!' $"2' #+'n$ /*"$"n5 %r

$!' #'r4"&' $!*$ $!' #$*$'2'n$ 2*%r"$ *r' #*$"#"' >? *r' #%2'

#*$"#"' *n 4'r '/ *r' 4'r #*$"#"'.

Ta5le No. #3oled&e o9 E:plo4ee

B.V.U. I/M/R/D/ASangli_______________________________________

Ti:e %pe3t aiti3& RespondentCustomer(5!

In "


Some Satisfed 17 34


Total 50 100%


44/62

____________________________________________________MBA(IT) Trim-VI

I3terpretatio38

B $!' #0r4' 2*%r"$ % $!' &0#$%2'r# *r' #*" In $!' P*n"$ A0$%

'2+%'' 6n%/'5' *1%0$ $!' 2%' "# #*$"#"' = *r' #*" $!*$ "$ "#

4'r #*$"#"' /"$! $!' *1%4' #$*$'2'n$.

B.V.U. I/M/R/D/ASangli_______________________________________

#3oled&e o9 E:plo4ee RespondentCustomer(5!

In "


Some Satisfed 0 0


Total 50 100%


45/62

____________________________________________________MBA(IT) Trim-VI

Ta5le No. %easo3al %che:es 5e3e9icial

%easo3al %che:es

5e3e9icial .

R'#+%n'n$ &0#$%2'r# In

Y'# ? ;N%


46/62

____________________________________________________MBA(IT) Trim-VI

Ta5le No.' A5out the receptio3ist, ser7ice ad7isor - securit4 &uard

Rate To Pa3dit Auto Respo3de3t Custo:er I3 B

P%%r -

A4'r*5' = ?

%% == ??E9&''n$ =: =

I3terpretatio38

B $!' #0r4' 2*%r"$ % $!' &0#$%2'r# *r' #*" $!*$ $!' r'&'+$"%n"#$,

#'r4"&' *4"#%r *n #'&0r"$ 50*r #'r4"&' *r' '9&''n$ ? *r' #*"

$!*$ 5%% *n 4'r '/ #*" $!*$ *4'r*5'.

B.V.U. I/M/R/D/ASangli_______________________________________


47/62

____________________________________________________MBA(IT) Trim-VI

Ta5le No.'' The a:ou3t o9 ti:e 4ou had to ait 5e9ore 5ei3& atte3ded 54

ser7ice ad7isor

R*$' T% P*n"$ A0$% R'#+%n'n$ C0#$%2'r In

P%%r ?

A4'r*5' ? %% =: =

E9&''n$ =

T%$*


48/62

____________________________________________________MBA(IT) Trim-VI

Ta5le No.') The eFpla3atio3 o9 or>, cost - deli7er4 ti:e &i7e3 to 4ou

54 the ser7ice ad7isor as ell as the deli7eri3& the 7ehicle.


P%%r A4'r*5' @


49/62

____________________________________________________MBA(IT) Trim-VI

Ta5le No.'+ The per9or:a3ce o9 the or>shop to resol7e all the

:e3tio3ed 54 i3 the 6o5 card

Rate To Pa3dit Auto Respo3de3t Custo:er I3 BP%%r

A4'r*5' ?:

E9&''n$ ?

T%$*


50/62

____________________________________________________MBA(IT) Trim-VI

Ta5le No.' O7erall ashi3& ualit4 co3sideri3& the i3terior as ell as

eFterior clea3i3&


P%%r A4'r*5'

%% > :

E9&''n$ = ?

T%$*


51/62

____________________________________________________MBA(IT) Trim-VI

Ta5le No.' Per9or:a3ce o9 the or>shop to the or>shop deli7ers the

7ehicle at the pro:ised ti:e.


P%%r A4'r*5'

%% ?= ?

E9&''n$


52/62

____________________________________________________MBA(IT) Trim-VI

Ta5le No.'/ Per9or:a3ce o9 the or>shop i3 ser7ici3& the car ithi3

esti:ated cost.


P%%r A4'r*5' ?

%% =;

E9&''n$ ?

T%$*


53/62

____________________________________________________MBA(IT) Trim-VI

Ta5le No.'1 Per9or:a3ce o9 the or>shop i3 ser7ici3& the car ithi3

esti:ated cost.

%atis9ied ith

Per9or:a3ce O9 Pa3ditAuto

Respo3de3t Custo:er I3 B

Y'# ?: ;=

N% ?

A4'r*5'

T%$*


54/62

____________________________________________________MBA(IT) Trim-VI

Ta5le No' $a3t a34 eFtra 9acilit4

7*n$ *n '9$r* *&""$ R'#+%n'n$ C0#$%2'r In

Y'#

N% > @T%$*


55/62

____________________________________________________MBA(IT) Trim-VI

Ta5le No.' Per9or:a3ce o9 this or>shop o3 a scale.

Per9or:a3ce this

or>shop o3 a scale.

Respo3de3t Custo:er I3 B

P%%r A4'r*5'

%%

E9&''n$ > @

T%$*


56/62

____________________________________________________MBA(IT) Trim-VI

Chapter;V *i3di3& a3d %u&&estio3

*i3di3&8

0*"$"'# % $!' * 2%'# *r' 4'r 5%%.

S+'' % $!' #'r4"&' +r%4"' 1 $!' P*n"$ A0$%2%$"4' "# #*$"#"'.

A 2%'# % TATA MOTORS *r' $% 5'$ "n P*n"$ A0$%2%$"4'.

In$'rn* #$r0&$0r' % $!' P*n"$ A0$%2%$"4' "# 5%%.

E2+%'' 1'!*4"%r "n $!' P*n"$ A0$% "# 5%%.

A E2+%'' "# /' $r*"n' *n * % 0# * 5%% 6n%/'5' % $!'* 2%'# % $!' 4'!"&'.

T!' #'r4"&' +r%4"' 1 $!' P*n"$ A0$%2%$"4' "# 5%%.

D'"4'r 5"4'# *$ $!' +r%2"#'# $"2'.

B.V.U. I/M/R/D/ASangli_______________________________________


57/62

____________________________________________________MBA(IT) Trim-VI

%u&&estio38

"4' $!' r'' "n#0r*n&' +%"& /!'n &0#$%2'r# +0r&!*#' * n'/ &*r.

T% "2+r%4' $!' /%r6 +r%&'##.

T% 5"4' $!' #'*#%n* #&!'2'# $% &0#$%2'r#.

T% 5"4' $!' "#&%0n$ "n n'/ 2%'# % 4'!"&'.

T% 5"4' $!' *#$ '"4'r $% $!' &0#$%2'r#.

N%/ "n *# "n $!' 2*r6'$ %$ % &%2+'$"$%r# $!*$G# /! $!' #!%0

"2+'2'n$ 5%% #'r4"&'.

T!' #!%0 +r%4"' +r%2%$"%n* *&$"4"$"'# %r $!' +0r+%#' % +r%"$

2*9"2"'.

B.V.U. I/M/R/D/ASangli_______________________________________


58/62

____________________________________________________MBA(IT) Trim-VI

0uestio3ers

0*""&*$"%n8

? D% %0 4"#"$ P*n"$ A0$% M%$"4' (TATA MOTORS)

* Y'# 1 N%

: Ar' %0 #*$"# /"$! "n$'rn* #$r0&$0r' % P*n"$ A0$% M%$"4'

* Y'# 1 N% & $% #%2' '9$'n$

B.V.U. I/M/R/D/ASangli_______________________________________


59/62

____________________________________________________MBA(IT) Trim-VI

@ P'*#' $' 0# !%/ #*$"#"' %0 /'r' /"$! $!' %%/"n58

V'r S%2' V'r

S*$"#"' S*$"#"' S*$"#"' D"##*$"#"' D"##*$"#"'

* 0*"$ ? > = = = = =

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Abhijit Chavan Cus Behe