Customer Satisfaction

A STUDY ON CUSTOMER SATISFACTION ABOUT THE SERVICE RENDERED BY THE TRUE SAI WORKS WITH

REFERENCE TO PASSENGER CARS IN SALEM CITY

Submitted to The True Sai Works, Salem.Requirement for the award of degree ofBachelor Of Business Administration

(B.B.A.)

Submitted byN.NIZAR AHAMED

(Regd. No; 07AHA1488)

Under the guidance of

Mr. C.Mugunthan, M.com., M.Phil.,(Head of the Department-Management)

SALEM SOWDESWARI COLLEGE (SFC)Affiliated to Periyar University,

Salem-636010.

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ACKNOWLEDGEMENT

I own by sincere gratitude and take great pleasure it thanking all those personalities who have helped me to under go my project work in the “The True Sai Works, Salem”.

I sincerely thank ‘SEVA RATNA’ Dr. J.K.K. ANGAPPA CHETTIAR, Ph.D., Correspondent of Salem Sowdeswari College of Arts & Science.

I sincerely thank to Dr. V. SINGARAM, M.A., B.Ed., M.Phil., Ph.D., Principal and Thiru. P. SURESH, M.Sc (Comp. Sci.)., M.Phil., Deputy Faculty In-Charge of Salem Sowdeswari College of Arts & Science.

I sincere thank to Mr. C. MUGUNTHAN, M.Com., M.Phil., Head of the Department(HOD) of Management department, Salem Sowdeswari College (SFC), for giving me the valuable guidance to let me through the process of preparation of this project report with its multifarious aspects.

I would like to thank Mr. S. E. PALANIVEL, Managing Director of The True Sai Works, Salem, who gave me this kind of opportunities to do the project work in their esteemed concern.

I would like to thank Mr. P. THANGAVEL, B.E., General Manager (service) of The True Sai Works, Salem, who have guided me to do this project.

I would like to thank Mr. L.BABU, D.M.E., MBA., Customer Relations Manager of The True sai Works, Salem, who have guided me to do this project.

I express my thanks to Mr. M. SURESH, General Manager (Sales), who have guided me to do this project.

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Last but not least, my heartful thanks to MY PARENTS, MY STAFFS, & MY FRIENDS. I sincerely dedicate this project to them.

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CONTENTS

CHAPTER NO. PARTICULARS PAGE NO.

Synopsis

List of tables

List of charts

I GENERAL INTRODUCTION 11

II INTRODUCTION TO THE STUDY 25

III RESEARCH METHADOLOGY 30

IV ANALYSIS AND INTERPRETATION 35

V FINDINGS 79

VI CONCLUSION 82

VII SUGGESTIONS 84

Annexure

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SYNOPSIS

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SYNOPSIS

This project is entitled “A study on Customer Satisfaction about the services rendered by The True Sai Works, Salem, with reference to Passenger Cars in Salem city”.

The objectives are to study the customer satisfaction regarding car services rendered by The True Sai Works, Salem, to know the customer opinion about the car services and the nature of utilization if services by the customers.

The geographical area of study was conducted in Salem; the samples are collected from the Car user, hence descriptive research design is adopted. The research instrument was questionnaire through personal interview and the sampling technique used for this study is the non-probability convenience sampling.

The tolls used for the analysis for the study are simple percentage method, weighted average method.

The findings are derives from the study; the researcher has also given suggestions, which can be implemented to add more value to the services.

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LIST OF TABLES

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LIST OF TABLES

TABLE NO.

TITLE

PAGENO.

1. Types of Cars Possess by the respondents 362. Respondents visiting TATA & FIAT Service

Center38

3. Respondents opinion about the purpose of using the car

40

4. Respondents opinion about their willingness to drive in to The True sai Works, Salem.

42

5. Respondents opinion about the delivery of car 446. Respondents like to have at dealership workshop 467. Factors influencing for choosing the authorized

service center48

8. Respondents take car to private services center 509. Factors influencing for choosing private service

center52

10. Respondents opinion about appointment system 5411. Respondents opinion about reminding calls for next

service56

12. Customer opinion about the service center facilitiesa. Quality of interpersonal behavior of service person

58

b. Providing service advices 60c. Attending towards complaints 62d. Availability of spare parts 64e. Price of spare parts 66f. Timely delivery 68g. Reception facilities 70h. Shop cleanliness 72i. Procedure followed 74j. Quality followed 76

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LIST OF TABLES

TABLE NO.

TITLE

PAGENO.

1. Types of Cars Possess by the respondents 372. Respondents visiting TATA & FIAT Service

Center39

3. Respondents opinion about the purpose of using the car

41

4. Respondents opinion about their willingness to drive in to The True sai Works, Salem.

43

5. Respondents opinion about the delivery of car 456. Respondents like to have at dealership workshop 477. Factors influencing for choosing the authorized

service center49

8. Respondents take car to private services center 519. Factors influencing for choosing private service

center53

10. Respondents opinion about appointment system 5511. Respondents opinion about reminding calls for next

service57

12. Customer opinion about the service center facilitiesa. Quality of interpersonal behavior of service person

59

b. Providing service advices 61c. Attending towards complaints 63d. Availability of spare parts 65e. Price of spare parts 67f. Timely delivery 69g. Reception facilities 71h. Shop cleanliness 73i. Procedure followed 75j. Quality followed 77

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CHAPTER 1

GENERAL INTRODUCTION

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ABOUT THE SERVICE INDUSTRY

Any organization’s lie in the type of services it provides. Services thus form the backbone of any industry that too, it is the lifeline of industries such as hospitals, hotels, transports etc. As consumers we use service everyday. Business and other organizations also use a wide array of services, usually purchasing on a much larger scale than do individuals or house holds.

Luckily in almost every field of endeavor there are service suppliers who know how to please their customers while also running a productive, profitable operation, satisfied by pleasant and competent employees.

Around the world, the service sector of the economy is going through a period of almost revolutionary change in which established ways of doing business continued to be shunted aside. Innovators continually launch new days to satisfy out existing needs and meet needs that we did not even know we had.

After sales service was regarded in most manufacturing, consumer durable (home appliance) and even service business (Airways, Hotel logistics) as a necessary event in the overall structure of the organization. This also applies in some degree to the channels in case of industrial products. It will be usually the manufacturer who provides services whilst for many customer and other types of goods. It is the responsibility of the retailer, dealer or agent,(mostly case of automobiles, customer durables and even educational services). While it was realized that it was important to provide a reasonable level of after sales services. The role and function of service was generally viewed purely as a cost center.

Changes come about as a result of increasing consumer pressure and more intense competition. As consumers grew more sophisticated

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they became less willing to accept poor quality goods and service consumer protection legislation forced firms organization started to realize that by offering guarantees and service warranties they could enhance their competitor position. This applies not only to procedures of actual goods but to service providers as well, “After sales service has been part of the augmented product for so long now that it is larger a special feature-consumers demand it”.

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ABOUT THE COMPANY

The True Sai Works was started in the year 1997.

MR. Egya Samy is the chairman of The True Sai Works.

They are the dealers and authorized service providers of TATA Passengers Cars.

The Managing Director is Mr. S.E. Palanivel.

The Total Employees in the True Sai Works are 120.

The True Sai Works have branches in areas of Namakkal, Dharmapuri, Hosur and Karur. The Sister Concern of the The True Sai works are Tyre traders franchise JK, CEAT & APPOLO Tyres and MRF tyres retreading. Salem Fuels (petrol bunk) dealer in Hindustan Petroleum and Triumph Honda Two Wheelers.

The True Sai Works are the authorized dealer for the sales, Service and Spares area. The monthly sale will be around 100 vehicles in TATA MOTORS & 20 vehicles in FIAT CARS. (Ave)

The True Sai Works have their workshop situated in the Omalur Main Road, which is entirely specialized for TATA passenger cars. They were primarily dealers for Daewoo motors but after the closure of the Indian plant of Daewoo motors they switched over to TATA passenger cars in April 2002.

In 2005 TATA MOTORS has setup its industrial joint venture with FIAT group automobiles. So The True Sai Works has got a dealership for FIAT products also.

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VARIOUS DEPARTMENTS

1.Sales department

The Sales Department in The True Sai works consists 13 members. Which represents a Sales Manager and 13 Sales Executives.

SALES DEPARTMENT

List of Vehicles dealt in:

Tata Indica

Tata Indigo

Tata Sumo

Tata safari

Fiat Punto

Fiat Linea

Fiat Palio

General Manager

(Sales)

Sales Executive

Sales Executive

Sales Executive

Sales Executive

Sales Executive

Sales Executive

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MARKETING FUNCTIONS

Advertisement:

The company undertakes continuous advertisements in all Tamil and English newspapers, particularly in the Hindu. They also advertise in local channels like Polimer Channel in Salem and Dharmapuri districts and other corresponding channels in the particular area. Advertising also made through banners in association and various club meets.

Sales promotion:

The company has excellent sales Promotion techniques like conducting road shows in Hosur, Namakkal and salem Districts. They also advertise about their road shows in newspapers. Other activities are

Making existing customer references

Participating in the association meet like Lion’s club, Rotary club

Exhibition display etc.,

Mega Free checkup Campaign – Every year with full of customer entertainment activities.

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Distribution channel

The company has no intermediaries and it acts as a direct and only dealer for TATA passenger in Salem District.

Pricing policies

The manufacturing company itself will fix the price of each and every part. So spares department has to follow fixed pricing rate.

But while during the sales. The concerned manufacturing company itself will provide discounts on spares, they are providing 10% discount on the manufacturer’s price.

Customer Service

They provide an excellent customer service after the deliver and during the delivery of the parts.

If the parts are delivered to local places within 24 hours services are provided. The time for servicing will take 2 days maximum, according to the nature of complaints.

TATA & FIAT

THE TRUE SAI WORKS

CUSTOMERS

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The incoming calls are responded immediately.

Competitors

They have competitors like

RAMANI (HYUNDAI DEALER)

SK CARS (MARUTHI DEALER)

SUNDARAM HONDA (HONDA DEALER)

Although there are more number of competitors The True sai Works is able to withstand in the market mainly due to TATA INDICA, which has gained a momentum in the sales of TATA MOTORCARS and also because of the excellent quality of service, they provide to their valuable customers.

Hence they are able to survive in the market healthily.

Target customers

When the price list is viewed it is obvious that the prices of the cars are above 3 to 4 lakhs. So the target will be mostly on upper and upper middle class people.

Thus the upper middle class people occupy 50% of the sales and middle class people occupy 20% and the upper top class occupies the remaining 30%.

Hence their focus is towards the upper middle class.

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II. Finance Department

Financial management is an integral part of over all management and not a staff function. It is only contained with fund raising operations but it extends to utilization of funds and monitoring its uses. These functions influence areas of other crucial functions of the firm such as marketing, sales and personnel. In view of this, overall survival of the company is influenced by its financial operation.

An accounts manager as well as Accounts officer governs the financial aspects and many other staff members help in maintaining the accounts regularly and accurately.

Financial activities carried out here are submitting tax data. Preparation of financial statements. Preparation of marginal statements. Preparation of stock statements, cash flow analysis, variance analysis. Submitting statutory obligations report without delay etc.,

Separate taxes are paid for controlling the pollution (i.e.,) water testing fees and air pollution testing fees etc., are paid to TNPCB (Tamil Nadu Pollution Control Board) in order to keep the atmosphere clean, tidy and healthy.

Creditors for expenses are Salaries and Wages, Lapsed leave salary, Bonus to employees, Commission to directors, Commission to salesman, Welfare expenses, Medical aid, Transport charges, service and warranty, Light and power, Remuneration to auditors, Rent, Interest on secured loan, Interest to unsecured loan, Rates and Taxes, Insurance, Repairs and maintenance of assets, Building, Plant and Machinery, Furniture and fixtures, Vehicle others.

The company is engaged in cash sales only, for the benefit of the customers, they arranging finance through TATA finance, HDFC bank,

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MAGMA, IKF, Sundaram Finance, Reliance etc., to finance their customers. The legal formalities require 2 to 3 days, after which the vehicle is delivered to the customers based on the availability.

III. Spares Department

The Spares department is under the control of a parts in-charge and two assistance who engage in Stock Maintenance, Spares distribution (counter sale.) they also have an assistant for the demo of certain accessories in the stores.

List of some spare parts are Crank Shaft, Wheels disc., Oil filter, Diesel filters, Ball joints, Wheel bearings.

Suggestions to improve the spares are

By way of personal influence

By way of price factor

By way of making the spares available at a cheaper rate.

By allowing more credit to customers

By allowing extra discounts that of competitor’s fix ages.

By giving complements to customers

These are the various solutions by which the problem can be made vanished.

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IV. Personnel Department

The details about employees in The True Sai Works are

S.No. Employees (Staff) Number

1. General Manager 1

2. Assistant General Manager 1

3. Assistant General Manager (Spares) 1

4. Customer relation Manager 1

5. Spare Parts Manager 1

6. Body Shop Manager 1

7. Workshop Manager 1

8. Assistant Workshop Manager 1

9. Service Advisor 6

10. Supervisor 4

11. Cashier 2

12. Stores Asst. 3

13. Customer relation officer (Cro) 1

14. Warranty In-charge 1

15. Accident Jobs 2

S.No. Employees (Labour) Number

16. Diagnostic Expert Technician 1

17. Mechanics 20

18. Assistant Mechanics 12

19. Electrician 1

20. Water Wash 7

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21. Alignment 3

22. A/C Mechanic 2

23. Helpers, Sweepers & Others 45

Recruitment

The Company directly recruits the employees. The necessary qualifications are as follows

Training

Every employee is sent to the “CENTRAL TRAINING CENTER”, PUNE and to the “REGIONAL TRAINING CENTRE”, BANGALORE for training. This Training process is undertaken yearly, Schedules regularly through TATA.

Benefits

The company benefit their employees with Pf, ESI bonus at the festival times etc.,

Welfare measures

The employees are provided with carious welfare measures such as mineral water, rest rooms with TV for the employees, toilets and adequate ventilation facilities.

As per TATA’s norms the employees are given uniforms that are as follows;

Designation Minimum qualification

Up to service advisor B.E.,

Supervisor, Foreman D.M.E.,

Technicians I.T.I.,

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Labour - Fully Blue (Single piece)

Staff - White shirt / Blue pant for all.

A canteen is functioning in the workshop from which the employees are given coffee every morning and evening.

General activities in the company

The workshop undertakes to service approximately 600 vehicles and 50 accident cases per month.

A pre- delivery inspection also conducted on the vehicles between its arrival from TATA and actual delivery to the customers.

Once in two months a free check up campaign is conducted on 50% labour free and oil top up.

They also conduct seasonal campaigns 4 times a year and summer A/C check ups for the vehicles.

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ORGANISATIONAL CHART

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CHAPTER II

CHAIRMAN

MANAGING DIRECTOR

GENERAL MANAGER(SALES)

GENERAL MANAGER(SERVICE)

MARKETINGEXECUTIVES

ASST.GENERAL MANAGER(SERVICE)

ASST. GENERAL MANAGER(SPARES)

CUSTOMER RELATION MANAGER

SPARE PARTS MANAGER

BODY SHOP MANAGER

SERVICE ADVISOR

SUPERVISOR

FOREMAN, MECHANICS AND HELPERS

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INTRODUCTION TO THE STUDY

TITLE OF THE STUDY

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The study focuses on customer satisfaction about the services rendered by various service centers, their opinion and usage of service.

Whether the buyer is satisfied after purchase depends on the offer’s performance in relation to the buyer’s expectation. In general, satisfaction is a person’s feeling of pleasure or disappointment resulting from comparing the product’s perceived performance (or outcome) in relation to his or their expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted.

OBJECTIVES OF THE STUDY

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The study was undertaken with the following objectives

1. The objective is to study the customer satisfaction regarding services rendered by The True Sai Works.

2. To know the customers opinion about the services rendered by the service center.

3. to know the nature of utilization of services by the customers.

SCOPE OF THE STUDY

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The study would help us to know the satisfaction level of the car owners about the service center and its services in Salem City.

This study also helps in knowing the factor of whether the servicing at The True Sai Works in and around helps to meet the customer expectations.

This study can be further extended to study customer satisfaction with regard to other vehicles in TATA.

It helps in obtaining background information were absolutely nothing is known the services.

LIMITATIONS OF THE STUDY

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The Time period of research is shortly defined for only 1 month.

The research findings can be applied to only Salem City.

As the sample size is small it may not actually represent the whole population.

The different views and opinions provided by the respondents are subject to personal bias.

This study is undertaken among all car owners on the basis of their availability. All the car owners are always busy, so getting the answers in a hurry burry manner is difficult.

CHAPTER III

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RESEARCH METHADOLOGY

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RESEARCH METHODOLOGY

Research methodology is a systematic way to solve research problem. It may be understood as a science of studying how research is done scientifically. This includes geographical area covered. Period study, Research. Design, Method of Data Collection, Research Instrument and Sampling Design.

GEOGRAPHIAL AREA

The geographical area of the study is within Salem City.

PERIOD OF STUDY

The period of the study is 1 month.

RESEARCH DESIGN

Descriptive research is used in this study. This research design simply describes the accurate description of customers who use the products. The descriptive study is typically concerned with determining the frequency with which something occurs.

DATA COLLECTION METHOD

Data collection is an act of collecting relevant and adequate data required for the research from sample size.

Generally two methods are used for data collection, they are:

SECONDARY DATA

The data collected from the industry profile and company profile.

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SOURCES OF DATA

The sources of primary data are the businessmen, professionals, employees, respondents from various different make of car users.

RESEARCH INSTRUMENT

For data collection, structured undisguised cum schedule was framed with close ended questions to maximum extent. Direct personal interview method was used for collecting information from the respondents through questionnaire. This questionnaire contains both open ended and closed ended questions along with multiple options.

Close ended questions

This includes:

Multiple choice questions

These types of questions list a number of answers and permit the respondents to select the answer that best approximate to their own.

Open ended questions

These are questions in which no alternative answers are suggested and the respondents are at liberty to express their frank and independent opinions and the problem in the study.

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SAMPLING DESIGN

POPULATION

The car users in Salem City.

SAMPLE UNIT

The sampling unit is the basic unit containing the elements of the target population. In our study, the individual customers of various make of passenger cars who service their vehicle.

SAMPLE SIZE

The sample size for the study is 50 respondents in Salem City.

SAMPLING METHOD

The sampling method indicates how the samples are selected from the universe. The researcher has adopted Convenience sampling for the research.

Convenience sampling is a method under non- probability sampling. The researcher selected the respondents based on this convenience.

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TOOLS FOR DATA ANALYSIS

The data collected were edited and classified for analysis. The analytical tools used in this study are percentage analysis, weighted average, for contingency table. Bar Chart, Pie charts are used for pictorial presentation of results that are easy for understanding.

Simple Percentage Analysis

Percentage refers to a special kind of ratio used to describe relationships.

Percentage = Class frequency X 100 Total frequency

Weighted Average Analysis

The most popular and widely used measure for representing the entire data by one value. Average is an attempt to find a single figure describes the whole figure.

∑wXWeighted Average = ∑w

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CHAPTER IV

ANALYSIS AND INTERPRETATION

ANALYSIS AND INTERPRETATION

35

The term “ analysis” is obtained from the Greek Word “IYEIN” it means separation of buying up of anything into its elements or component parts. The term interpretation is obtained from the Latin word “Interpretari”. It means explain or translate from another’s benefit.

This chapter deals with data analysis ad interpretation of the information collected by the issue of questionnaire.

Table No. 1

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TYPES OF CAR POSSESS BY RESPONDENTS

Particulars No. of respondents Percentage (%)

Indica 14 28

Indigo 9 18

Sumo 14 28

Safari 5 10

Punto 2 4

Linea 2 4

Palio 4 8

50 100

Source : Primary Data

Tool : Simple percentage

Inference

The above table source the percentage of different car possess by respondents, 28% of them are using Indica, 18%of them are using Indigo, 28% of them are using Sumo, 10% of them are using safari, 4% of them are using Punto, 4% of them are using Linea, and 8% of them are using Palio.

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Table No.2

38

RESPONDENTS VISITING TRUE SAI SERVICE CENTER


Below six month 12 24

More than six months 14 28

More than one year 24 48

50 100



Inference

Then the above table indicates that 24% of them are coming below six months, 28% of them are coming more than six months 48% of them are coming more than one year.

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Table No.3

40

RESPONDENTS OPINION ABOUT THE PURPOSE OF USING THE CAR


One month 23 46

Official 10 20

Commercial purpose 17 34

50 100



Inference

From the above table indicates that 46% of them are using car for his own use, 20% of them are using car for his official use, 14% of them are using for his commercial purpose.

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Table No.4

42

RESPONDENTS OPINION ABOUT THEIR WILLINGNESS TO DRIVE INTO THE TRUE SAI WORKS


Quality repair 25 50

Personalized service 17 34

Near your home 8 16

50 100



Inference

Then the above table indicates that 50% of them are willingness for quality repair, 34% are willingness for personalized service, 16% of them are willingness for near your home.

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Table No.5

44

RESPONDENTS OPINION ABOUT THE DELIVERY OF CAR


Yes 40 80

No 10 20

50 100



Inference

From the above table indicates that 80% opinion about the delivery of car is Yes, 20% opinion about the delivery of car is No.

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Table No.6

46

RESPONDENTS LIKE TO HAVE AT DEALERSHIP WORKSHOP


Club membership 20 40

Value Added Services 30 60

50 100



Inference

From the above table indicates that 40% of them like to have at dealership workshop for club membership, 60% of them like to have at dealership workshop for value added services.

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TABLE NO.7

48

FACTORS INFLUENCING FOR CHOOSING THE AUTHORIZED SERVICE CENTERS.

Factors Rank 1

Weight(4)

Rank2

Weight(3)

Rank3

Weight(2)

Rank4

Weight(1)

WeightedAverage

Overall

RankReasonableCharge

28 112 17 51 3 6 2 2 42.75 1

Trust inService

15 60 26 78 6 12 3 3 38.25 3

Quick Delivery

25 100 13 39 10 20 2 2 40.25 2

SoundTechnicalQuality

6 24 10 30 7 14 17 17 21.25 4

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Table No.8

50

RESPONDENTS TAKE CAR TO PRIVATE SERVICE CENTERS


Price/ charge 5 22

Fast service 9 39

Experience of watch before my eyes

9 39

23 100



Inference

From the above table indicates that 22% take car to private service center for price / charge, 39% take car to private service center for fast service, 39% take car to private service center for experience of watch before my eyes.

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Table No.9

52

FACTORS INFLUENCING FOR CHOOSING PRIVATE SERVICE CENTERS


Low charge 4 17

Know technicians 6 26

Available of genuine spare parts

2 9

Timely delivery 5 22

Tangible services 6 26

23 100



Inference

From the above table indicate that 17% of them are choosing private service center for low charge, 26% of them are choosing private service center for known technicians, 9% of them are choosing private service center for availability of Genuine spare parts, 22% of them are choosing private service center for timely delivery, 26% of them are choosing private service center for tangible service.

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Table No.10

54

RESPONDENTS OPINION ABOUT APPOINTMENT SYSTEM


Definitely 8 16

Some what 14 28

No 28 56

50 100



Inference

From the above table indicates that 16% opinion about the appointment system was definitely, 28% opinion about the appointment system was some what, 56% opinion about the appointment system was no.

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Table No.11

56

RESPONDENTS OPINION ABOUT REMINDING CALLS FOR NEXT SERVICES


Very much satisfied 14 28

Satisfied 24 48

No calls 12 24

50 100



Inference

From the above table indicates that the opinion about reminding calls for next service 28% of them are very much satisfied, 48% of them are satisfies, 24% of them are says no calls.

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Table No.12 (A)

58

CUSTOMERS OPINION ABOUT THE SERVICE CENTERS FACILITIES


Highly satisfied 12 24

Satisfied 35 70

Moderate 3 6

50 100



Inference

From the table indicates that 24% of highly satisfied with quality of service person, 70% of them are satisfied, 6% of them are moderate.

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Table No.12 (B)

60

Providing service advices



Satisfied 31 62

Moderate 7 14

50 100



Inference

From the above table indicates that services advices providing was 24% are highly satisfied, 62% are satisfied, 14% are moderate.

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Table No.12 (C)

62

Attending towards complaints



Satisfied 27 54

Moderate 4 8

50 100



Inference

From the above table indicates that attending towards complaints of 38% was highly satisfied, 54% was satisfied, 8% was moderate.

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Table No.12 (D)

64

Attending towards complaints



Satisfied 34 68

Moderate 12 24

50 100



Inference

From the above table indicates that availability of spare parts, 8% of them are highly satisfied, 68% of them are satisfied, 24% of them are moderate.

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Table No.12 (E)

66

Price of spare parts



Satisfied 13 26

Moderate 30 60

50 100



Inference

From the above table indicates that price of spare parts, 14% of them are highly satisfied, 26% of them are satisfied, 60% of them are moderate.

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Table No.12 (F)

68

Timely delivery



Satisfied 13 26

Moderate 2 4

50 100



Inference

From the above table indicates that timely delivery, 70% of them are highly satisfied, 26% of them are satisfied, 4% of them are moderate.

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70

Table No.12 (G)

Reception Facilities



Satisfied 19 38

Moderate 29 58

50 100



Inference

From the above table indicates that reception facilities, 4% of them are highly satisfied, 38% of them are satisfied, 58% of them are moderate.

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Table No.12 (H)

72

Shop cleanings



Satisfied 26 52

Moderate 13 26

50 100



Inference

From the above table indicates that shop cleanliness, 22% of them are highly satisfied, 52% of them are satisfied, 26% of them are moderate.

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Table No.12 (I)

74

Procedure followed



Satisfied 24 48

Moderate 5 10

50 100



Inference

From the above table indicates that procedure followed, 42% of them are highly satisfied, 48% of them are satisfied, 10% of them are moderate.

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Table No.12 (J)

76

Quality followed



Satisfied 15 30

Moderate 5 10

50 100



Inference

From the above table indicates that quality followed, 60% of them are highly satisfied, 30% of them are satisfied, 10% of them are moderate.

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78

CHAPTER V

FINDINGS

79

FINDINGS

From the analyzed made in the previous chapter the following findings are derived.

a. The study reveals that, out of 50 responses 24% of the respondents are rightly satisfied with the quality of services provided at authorized dealership service centers.

b. The study shows that, out of 50 respondents, 70%of the respondents are satisfied with the quality of services provided at the private workshop.

c. The customers level of satisfaction with the quality of interpersonal behavior of services persons are satisfied by 6% of the total respondents.

d. The service advices provided by the service persons are satisfied by 62% of the total respondents.

e. 54% of the respondents are satisfied towards attending their complaints.

f. In respect to the prompt delivery promises, 70% of the respondents are highly satisfied, 26% of them are moderately satisfied, and 21% of them are satisfied.

g. It is found that 68% of the respondents are satisfied with the spares parts available at the service centers.

h. On the weighted average, the researcher found that the respondents are influenced to choose authorized services center for reasonable charge.

i. Out of 50 respondents majority of 32% of them are posses Indica.

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j. Out of 50 respondents majority of 22% of them are posses Indigo.

k. Out of 50 respondents majority of 32% of them are posses sumo.

l. Out of 50 respondents majority of 14% of them are posses safari.

m. Out of 50 respondents majority of 48% of them are coming more than six months.

n. Majority of 46% are drive their car for his own use.

o. Majority of 50% opinion about The True sai Works for quality repair.

p. Majority of 80% opinion about the timely delivery is yes.

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CHAPTER VI

CONCLUSION

82

CONCLUSIONS

Concluding it must be mentioned that the customer satisfaction has become a critical area now a day, which a company has to look after. The company has developed an excellent quality in there after sales services, which has earned them a good reputation and satisfying a wide range of customers. Presently the marketing strategy does not end with satisfying the customer alone but to retain him and develop business with them. The service centers has been rightly working on its way to satisfy its diversified customers.

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CHAPTER VII

SUGGESTIONS

84

SUGGESTIONS

a. A team of members headed by an executive can be appointed to improve customer satisfaction and to maintain the customer relations.

b. A systematic procedure can be established to collect feedback with regard to satisfaction and for noting down grievances.

c. The customer seem to be comfort – centric rather than cost – centric, the researcher suggest that the service center shall continue to provide quality service at all times.

d. A database about customer’s can be maintained which may be used for undertaking marketing activities.

e. The mechanics at service center must be trained continuously to update their skills to provide better services.

f. The respondents are satisfied with a quality of services afford by the company where as incase of service charge they are highly disappointed, so the charges may be revised.

g. The authorized dealership service center can also hold and attract the customer who has purchased their car by offering discounts on service charges, conducting free service camps.

h. The respondents may buildup confident with them if they are allowed to foresee the service operations in the service location.

i. The customer should explain thoroughly the operation carried on in their cars.

j. The authorized dealership workshop may want to increase the reception facilities.

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ANNEXURE

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QUESTIONNAIRESALEM SOWDESWARI COLLEGE (SFC), SALEM-10

Customer Satisfaction about the Services Rendered byTHE TRUE SAI WORKS, SALEM.

1. What type of car do you possess?□ Indica□ Indigo□ Sumo□ Safari□ Punto□ Linea□ Palio

2. How long did you come here?□ Below six months□ More than six months□ More than one year

3. For what purpose do you use this car?□ Own use □ Official use□ Commercial use

4. What impress you to drive into The True Sai Works?□ Quality repair□ Personalized service□ Near your home

5. Was your car ready for delivery at the time promised by the service □ advisor □ Yes□ NO

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6. What would you like to have them at dealership workshop?□ Exclusive club membership with multiple rewards for a

regular□ Customer.□ Value added services.

7. What factors influence you for choosing the dealership workshop? (please give ranking)

Factors Rank1 2 3 4

Reasonable chargeTrust service centerQuick deliverySound Technical Quality

8. Reason for why you take car to non authorized garage?□ Price/charges□ Fast services□ Experience of watching the repair before my eyes.

9. What factor influence you for choosing the private garage?□ Low charges□ Know technique□ Availabilities of genuine spare parts□ Timely delivery□ Tangible services

10.what’s your opinion about the appointment system?□ Definitely□ Some what□ No

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11.What about the reminding calls for next services?□ Very much satisfied□ Satisfied□ No calls

12.Give your opinion about following factors available with the dealership workshop?

Factors Highly satisfied

Satisfied Moderate

Quality of inter personal behavior of the service personsProviding service advices

Attending towards compliantAvailability of spare parts

Price of spare parts

Timely delivery

Reception facilities

Shop cleanliness

Procedure followed

Quality of service

PERSONAL DETAILS

Name:

Age:

Area:

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Documents

Customer Satisfaction