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7/29/2019 Paresh Project Part B
1/44
JAGAJAMPI AUTO PVT LTD - BELGAUM
ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM1
PART-B
General introduction
Customer satisfaction:
Whether the buyer is satisfied alter purchase depends on the performance in
relation to the buyers expectations in general;
"Satisfaction is a persons feels 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
oiler comes along. Those also are highly satisfied are much less ready to switch
high rates faction or delight creates unemotional bond with the brand, net just a
rational preference the result is high customer loyalty.
Buying experiments friends and associates advice and market and
competitors information and promises. If marketer raises expectations too high the
buying is likely to be disappointed.
A customer decision to be loyal or to default is the sum of many small
encounters with the company, consulting firms Etc.
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JAGAJAMPI AUTO PVT LTD - BELGAUM
ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM2
Corporation says that in order to convert all the small encounters to customer
loyalty, companies need to create a "Brand Customer Experience".
Customer oriented thinking requires the company to define customer needs
from the customer point of view not from its own point o/view. Every 'product
involves tradeoffs and management cannot know what these are without talking
10 and researching customers. Thus, a car buyer would like a high performance
car that never breaks down that is safe, attractively styled and chief since; a l l of
them virtues cannot be confined in one candy the car
Designer must make hard chooses not on what pleases them but rather on
what customer prefer are expect. The aim, after all, is to make a sale through
meeting the customer's need.
Why is it supremely important to satisfy to customer?Basically because
of company's sale each period comes from two groups. New-customer and
repeal customer always cost more to attract new customers than to retain
current customer. Therefore, customer retention is more critical than customer
attraction.
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JAGAJAMPI AUTO PVT LTD - BELGAUM
ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM3
The Key to customer retention is customer satisfaction to satisfied
Customer.
Buys again Talks favorably to others about the company Pays less attention to competing brands and advertising. Buys other products from the same company
One Japanese businessman told the magazines "our a i m goes behind
satisfying the customers, our aim is to delight the customer" In fact, this is
higher the great marketers They go behind meeting the mere expectations
of the customers, when they delight a customer, the customer talks to even
more acquaintances about the one company. The delighted customers are
more effective adventurous than advertisement placed in the media. Now let
us consider what happen when the company creates a dissatisfied customer.
Whereas we have pointed out, a satisfied customer tells three people about a
good product experience, a dissatisfied customer gripes to eleven people.
Thus, a company should be away to regularly measure customer
satisfaction. It cannot rely just on voluntary complain from customers when they
are dissatisfied. In fact, 96% of the unhappy customers never tell the company.
Companies should set up survey and suggestion systems to maximize to customers
opportunity to complain.
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JAGAJAMPI AUTO PVT LTD - BELGAUM
ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM4
The company will learn how we!! It is doing. It is also a major way for (Lie
Company to learn how to do better Listening is not enough. He company must
respond constructively in the complain of the customers who register a complain
between 54 and 70% will do business again with the organization. If the customer
feels that t h e complaint was resolved quickly. Customers who have complain to
an organization and had their complaints satisfactorily resolved tell about the
organization to fine people about the treatment they received.
When a company realizes that a loyal customer may account for a
substantially sum of revenue over the years, it seems foolish to risk losing over a
small matter,
A customer-oriented company would track its customer satisfaction level each
period and set improvement goals. If they manage to increase customer
satisfaction and loyalty, it does not have top worry even if its profits are down
in a particular year. If is on the right track satisfaction keeps falling it is on the
working track. Profit would go up or down in a particular year for many
reasons, inclosing rising controls, falling prices, major new investments and
soon. But, the ultimate sign of a healthy company Js that its customer
satisfaction index is high and keeps rising company's future profits.
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JAGAJAMPI AUTO PVT LTD - BELGAUM
ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM5
Statement of the problem
This Particular topic is chosen because customer satisfaction plays very
important role determining the success of any industry. Many Companies are
aiming for high satisfaction because consumers who are just satisfied still find it is
easy to switch when better offer comes along. Those who are highly satisfied are
much less ready to switch to other brands.
Management Problem:
Company wants to know whether the customers of Jagajampi Auto Pvt. Ltd
are satisfied with the post sales services provided by them, to improve the quality
of services.
Research Problem:
To know the impact of post sales services on customer satisfaction at
Jagajampi Auto Pvt. Ltd.
This project is aimed at analyzing the impact of post sale service on
customer satisfaction at Jagajampi Auto Pvt. Ltd for Bajaj Two Wheelers.
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JAGAJAMPI AUTO PVT LTD - BELGAUM
ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM6
Purpose of the study
To gain practical knowledge, experience and various challenges faced in the
corporate world.
It helps to improve the quality of the services to satisfy the customers. It
also helps to identify the level of customer satisfaction towards Bajaj Two
Wheelers at Jagajampi Auto Pvt.
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JAGAJAMPI AUTO PVT LTD - BELGAUM
ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM7
Scope of the study
The research was undertaken to gather information from the respondents, to
know exactly how customers are having perception towards post sale service at
Jagajampi Auto Pvt. Ltd.
The study was conducted various parts of the Belgaum City. The
information was collected through Questionnaire. The questionnaire was
administrated and collected on the spot.
The questionnaire was specifically framed keeping in mind all the aspects
and requirements that would fulfill our objectives and give us exact picture and
that would help the organization to take better decisions.
The functional scope of the study is limited to studying the customer satisfaction
level of customers of Bajaj Jagajampi dealership, Ambedkar Road, Belgaum.
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JAGAJAMPI AUTO PVT LTD - BELGAUM
ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM8
Sampling
Population: All customers of Bajaj Jagajampi dealership are considered aspopulation for the purpose of the study
Sampling Frame: Customers of Jagajampi Auto Pvt. Ltd are considered.Whole customers are divided into students and professionals/employees.
Sampling Unit: From large number of customer of Jagajampi Auto Pvt. LtdWere randomly selected from the available customer database.
Sampling Method: Random sampling survey method was adopted for the
purpose of the study.
Sampling Size: A sample of 50 was chosen for the purpose of the study.Sample consist all Bajaj Two Wheeler customers of Jagajampi Auto Pvt.
Ltd.
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ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM9
Methodology
Data Collection Method
1. Primary Data: For a study of this nature of the data is primary data it iscollected through by making survey directly from the respondents.
(Questionnaire).
Following steps were taken to collect the Primary Data-
1. Interaction with the head of the department.2. Interaction with the officials and supervisors of the company.3. Interaction with the employees and the workers.4. Interaction with the customers by survey.5.
Observational study.
2. Secondary Data: This is been is collected through Jagajampi Auto Pvt. Ltds
Records and Reports, and Websites.
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JAGAJAMPI AUTO PVT LTD - BELGAUM
ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM10
Measurements tools
For the of purpose measurement technique used for survey is questionnaire
to collect information from the respondent through personal interaction.
Analytical technique:
Statistical technique used for measuring the response using SPSS software to
find out the percentage.
Limitation of Study
Since Sample size is only 50, which is not a true representative of thepopulation as a whole.
Information is partly based on secondary data and hence the authenticity of thestudy can be visualized and is measurable.
Level of accuracy of the results of research is restricted to the accuracy levelwith which the customers have given their answers and the accuracy level of
the answers cannot be predicted.
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ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM11
ANALYSIS,
INTERPRETATION
OF RESULTS
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ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM12
1. Which Bajaj Vehicle do you own at present?
Interpretation:
From the field survey It is observed that, 46% of respondents are using Discover Bike,
32% of respondents are using Pulsar Bike, 14% of respondents are using Platina Bike, 6% of
respondents are using Boxer Bike and remaining 2% of respondents are using Avenger Bike.
Pulsar Discover Platina Boxer Ninja Avenger
Respondents 16 23 7 3 0 1
Percentage 32% 46% 14% 6% 0% 2%
32%
46%
14%
6%
0% 2%
Pulsar Discover Platina Boxer Ninja Avenjer
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ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM13
2. Are you satisfied with the Bajaj vehicle purchased at Jagajampi Auto Pvt Ltd?
Interpretation:
From the field survey, it is observed that 47% of the respondents are satisfied after
purchasing the vehicle from Jagajampi Auto, where as 25% of the respondents agree to the point
that they are completely satisfied after purchasing the vehicle from Jagajampi Auto. It is also
been observed that, some percentage of the respondents are not happy with the purchase of the
vehicle from Jagajampi Auto
25%
47%
22%
6%
0%
VehiclesCompletely satisfiedSatisfied
Neither satisfied nor Dissatisfied
Dissatisfied
Completely
Satisfied
Satisfied Neither
Satisfied nor
Dissatisfied
Dissatisfied Completely
Dissatisfied
Respondents 13 24 11 3 0
Percentage 25% 47% 22% 6% 0%
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ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM14
3. Have you ever faced any problem with your Vehicle?
Interpretation:
From the field survey it is observed that, 70% of respondents have not ever faced any
problem with their Bike purchase from Jagajampi Auto. It is also been observed that, some
percentage of the respondents have faced problem with their Bike purchase from Jagajampi
Auto.
30%
70%
Chart Title
Yes No
Yes No
Respondents 15 35
Percentage 30% 70%
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ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM15
4. How frequently you get your vehicle serviced?
Interpretation:
From the field survey it is observed that, 48% of respondents get their vehicles serviced
by3-6months where as 40%of respondents get their vehicles serviced by less than 3months. It is
also been observed that some percentage of respondents get their vehicles serviced has per their
requirement.
40%
48%
8% 4%
Chart Title
Less than 3month 3-6month 6-9month 9-12month
Less Than 3
Months
3-6 Months 6-9
Months
9-12 Months
Respondents 20 24 4 2
Percentage 40% 48% 8% 4%
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ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM16
5. What is your opinion about after sales services provided by Jagajampi Auto
Pvt. Ltd?
Interpretation:
From the field survey it is observed that, 66% of respondents opinion is good about
after sales services provided by Jagajampi Auto Pvt. Ltd. whereas some percentage of the
respondents agree to the point that they say its excellent about after sales services provided by
4%
66%
30%
0% 0%
Chart Title
Excellent Good Fair Poor Very Poor
Excellent Good Fair Poor Very
Poor
Respondents 2 33 15 0 0
Percentage 4% 66% 30% 0% 0%
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Jagajampi Auto. It is also been observed that, some percentage of the respondents are not happy
with after sales services provided by Jagajampi Auto Pvt.Ltd.
6. Are you satisfied with the timely delivery of Vehicle after vehicle serviceat Jagajampi Auto Pvt. Ltd?
Yes No
Respondents 47 3
Percentage 94% 6%
Interpretation:
From the field survey it is observed that, 94% of respondents are completely
satisfied with the timely delivery of vehicle after vehicle service at Jagajampi Auto. Where as
94%
6%
Chart Title
Yes No
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ANGADI INSTITUTE OF TECHNOLOGY & MANAGEMENT, BELGAUM18
some percentage of respondents are not happy with the timely delivery of vehicle after vehicle
service at Jagajampi Auto.
7. How does the reception counter responds when you ask any information?
Interpretation:
From the field survey it is observed that, 84% of respondents opinion is good about the
reception counter of Jagajampi Auto responds when they ask any information. Where as some
percentage of the respondents agree to the point that they say its excellent about the reception
counter of Jagajampi Auto responds when they ask any information. It is also observed that some
4%
84%
12% 0%0%
Chart Title
Excellent Good Fair Poor Very Poor
Excellent Good Fair Poor Very
Poor
Respondents 2 42 6 0 0
Percentage 4% 84% 12% 0% 0%
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percentage of respondents are not happy about the reception counter of Jagajampi Auto responds
when they ask any information.
8. How does the Service Executive respond while asking information about
vehicle problem?
Interpretation:
From the field survey it is observed that, 70% of respondents opinion is good about
the Service Executive of Jagajampi Auto response when they are asking information about
vehicle problem. Where as some percentage of the respondents agree to the point that they say its
16%
70%
14%0% 0%
Chart Title
Excellent Good Fair Poor Very Poor
Excellent Good Fair Poor Very
Poor
Respondents 8 35 7 0 0
Percentage 16% 70% 14% 0% 0%
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excellent about the Service Executive response when they are asking information about vehicle
problem. It is also observed that some percentage of respondents are not happy about the
Service Executive response when they are asking information about vehicle problem.
9. What do you think about the cost of the service at Jagajampi Auto Pvt. Ltd?
Expensive Moderate Low
Respondents 12 38 0
Percentage 24% 76% 0%
Interpretation:
From the field survey it is observed that, 76%of respondents say that the cost of theservice at Jagajampi Auto Pvt.Ltd is moderate. Where as 24% of respondents say that the cost of
the service at Jagajampi Auto Pvt.Ltd is Expensive.
24%
76%
0%
Chart Title
Expensive Moderate Low
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10. Rate the following (after service)
Parameter Completely
Satisfied
Satisfied Neutral Dissatisfied Completely
Dissatisfied
Mileage
Price (Cost)
Comfort
Maintenance
Timely
Delivery
Free Service
Provided
After Sales
Services
Problem
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Rectification
Rate the Following Parameter
A. Mileage
Interpretation:
From the field survey it is observed that, 52% o of the respondents are satisfied with the
mileage of Bike purchased at Jagajampi Auto Pvt.Ltd. where as 22% of the respondents agree to
22%
52%
22%
2% 2%
MileageCompletely satisfied
Satisfied
Neutral
Dissatisfied
Completely
Satisfied
Satisfied Neutral Dissatisfied Completely
Dissatisfied
Respondents 11 26 11 1 1
Percentage 22% 52% 22% 2% 2%
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the point that they are completely satisfied with the mileage of Bike purchased at Jagajampi Auto
Pvt.Ltd. And some percentage of respondents say mileage of Bike is neutral. It is also observed
that some percentage of respondents are not happy with the mileage of Bike purchased at
Jagajampi Auto Pvt.Ltd.
B. Price
Interpretation:
From the field survey it is observed that, 54% o of the respondents are satisfied with
the Price of Bike purchased at Jagajampi Auto Pvt.Ltd. where as some percentage of the
6%
54%
34%
6%0%
Price
Completely satisfied Satisfied
Neutral Dissatisfied
Completely Dissatisfied
Completely
Satisfied
Satisfied Neutral Dissatisfied Completely
Dissatisfied
Respondents 3 27 17 3 0
Percentage 6% 54% 34% 6% 0%
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respondents agree to the point that they are completely satisfied with the Price of Bike purchased
at Jagajampi Auto Pvt.Ltd. And 34%of respondents say Price of Bike is neutral. It is also
observed that some percentage of respondents are not happy with the Price of Bike purchased at
Jagajampi Auto Pvt.Ltd.
C.Comfort
Interpretation:
From the field survey it is observed that, 63% of the respondents are satisfied with the
comfort of Bike purchased at Jagajampi Auto Pvt.Ltd. And 25% of respondents say that comfort
of Bike is neutral. Where as some percentage of the respondents agree to the point that they are
6%
63%
25%
6% 0%
ComfortCompletely satisfied
Satisfied
Neutral
Dissatisfied
Completely
Satisfied
Satisfied Neutral Dissatisfied Completely
Dissatisfied
Respondents 3 31 12 3 0
Percentage 6% 63% 25% 6% 0%
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completely satisfied with the comfort of Bike purchased at Jagajampi Auto Pvt.Ltd. It is also
observed that some percentage of respondents are not happy with the comfort of Bike purchased
at Jagajampi Auto Pvt.Ltd.
D. Maintenance
Interpretation:
From the field survey it is observed that, 44% o of the respondents are Neutral with the
maintenance of Bike purchased at Jagajampi Auto Pvt.Ltd. And 38% of respondents are satisfied
6%
38%
44%
10% 2%
Maintenance
Completely satisfied Satisfied
Neutral Dissatisfied
Completely Dissatisfied
Completely
Satisfied
Satisfied Neutral Dissatisfied Completely
Dissatisfied
Respondents 3 19 22 5 1
Percentage 6% 38% 44% 10% 2%
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with the maintenance of Bike. Where as some percentage of the respondents agree to the point
that they are completely satisfied with the maintenance of Bike purchased at Jagajampi Auto
Pvt.Ltd. It is also observed that some percentage of respondents are not happy with the
maintenance of Bike purchased at Jagajampi Auto Pvt.Ltd.
E. Timely Delivery
Interpretation:
From the field survey it is observed that, 64% o of the respondents say that they are
satisfied with the timely delivery of Bike purchased at Jagajampi Auto Pvt.Ltd, And 20% of the
12%
64%
20%
4% 0%
Timely DeliveryCompletely satisfied
Satisfied
Neutral
Dissatisfied
Completely
Satisfied
Satisfied Neutral Dissatisfied Completely
Dissatisfied
Respondents 6 32 10 2 0
Percentage 12% 64% 20% 4% 0%
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respondents say that they are neutral with the timely delivery of Bike purchased at Jagajampi
Auto Pvt.Ltd. where as some percentage of respondents agree to the point that they are
completely satisfied with the timely delivery of the Bike purchased at Jagajampi Auto Pvt.Ltd. It
is also observed that some percentage of respondents are not happy with timely delivery of the
Bike purchased at Jagajampi Auto Pvt.Ltd
F. Free Service Provided
Interpretation:
12%
38%36%
10%
4%
Free Service ProvidedCompletely satisfied
Satisfied
Neutral
Dissatisfied
Completely
Satisfied
Satisfied Neutral Dissatisfied Completely
Dissatisfied
Respondents 6 19 18 5 2
Percentage 12% 38% 36% 10% 4%
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From the field survey it is observed that, 38% of the respondents are satisfied with the
free service provided by the Jagajampi Auto. And 36% of the respondents say that free service
provide by Jagajampi Auto is neutral. where as some percentage of the respondents agree to the
point that they are completely satisfied with the free service provided by Jagajampi Auto .It is
also observed that some percentage of respondents are not happy with the free service provided
by Jagajampi Auto.
G. After Sales Services
4%
32%
58%
6%
0%
After Sales ServiceCompletely satisfied
Satisfied
Neutral
Dissatisfied
Completely
Satisfied
Satisfied Neutral Dissatisfied Completely
Dissatisfied
Respondents 2 16 29 3 0
Percentage 4% 32% 58% 6% 0%
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Interpretation:
From the field survey it is observed that, 58% of the respondents are neutral with After
Sales Service provided by the Jagajampi Auto. Where as 32% of the respondents are satisfied
with After Sales Service provided by the Jagajampi Auto. Where as some percentage of
respondents agree to the point that they are completely satisfied with After Sales Service Provide
by Jagajampi Auto. It is also observed that some percentage of respondents are not happy with
After Sales Service Provide by Jagajampi Auto.
H. Problem Rectification
Completely
Satisfied
Satisfied Neutral Dissatisfied Completely
Dissatisfied
Respondents 0 10 35 4 1
Percentage 0% 20% 70% 8% 2%
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Interpretation:
From the field survey it is observed that, 70% of the respondents are neutral with
Problem Rectification after Sales Service provided by the Jagajampi Auto. Where as 20% of the
respondents are satisfied with Problem Rectification after Sales Service provided by the
Jagajampi Auto. It is also observed that some percentage of respondents are not happy with
Problem Rectification After Sales Service Provide by Jagajampi Auto.
11.How do you rate the overall performance of After Sales Service atJagajampi Auto Pvt Ltd?
0%
20%
70%
8%
2%
Problem RectificationCompletely satisfied
Satisfied
Neutral
Dissatisfied
Excellent Good Fair Poor Very
Poor
Respondents 0 43 7 0 0
Percentage 0% 86% 14% 0% 0%
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Interpretation:
From the field survey it is observed that, 86% of respondents say
that the Over All performance of Jagajampi Auto Pvt.Ltd is good. It is also
observed that some percentages of respondents are not happy with the Over All
performance of Jagajampi Auto Pvt.Ltd.
FINDINGS:
From the field survey it is observed that, 46% of respondents areusing Discover Bike, 32% of respondents are using Pulsar Bike,
14% of respondents are using Platina Bike, 6% of respondents are
using Boxer Bike and remaining 2% of respondents are using
Avenger Bike.
From the field survey, it is observed that 47% of the respondents aresatisfied after purchasing the vehicle from Jagajampi Auto, where as
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25% of the respondents agree to the point that they are completely
satisfied after purchasing the vehicle from Jagajampi Auto. It is also
been observed that, some percentage of the respondents are not
happy with the purchase of the vehicle from Jagajampi Auto
From the field survey it is observed that, 70% of respondents havenot ever faced any problem with their Bike purchase from Jagajampi
Auto. It is also been observed that, some percentage of the
respondents have faced problem with their Bike purchase from
Jagajampi Auto.
From the field survey it is observed that, 48% of respondents gettheir vehicles serviced by3-6months where as 40%of respondents
get their vehicles serviced by less than 3months. It is also been
observed that some percentage of respondents get their vehicles
serviced has per their requirement.
From the field survey it is observed that, 66% of respondentsopinion is good about after sales services provided by Jagajampi
Auto Pvt. Ltd. whereas some percentage of the respondents agree to
the point that they say its excellent about after sales services
provided by Jagajampi Auto. It is also been observed that, some
percentage of the respondents are not happy with after sales services
provided by Jagajampi Auto Pvt.Ltd.
From the field survey it is observed that, 94% of respondents arecompletely satisfied with the timely delivery of vehicle after vehicle
service at Jagajampi Auto. Where as some percentage of
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respondents are not happy with the timely delivery of vehicle after
vehicle service at Jagajampi Auto.
From the field survey it is observed that, 84% of respondentsopinion is good about the reception counter of Jagajampi Auto
responds when they ask any information. Where as some percentage
of the respondents agree to the point that they say its excellent about
the reception counter of Jagajampi Auto responds when they ask any
information. It is also observed that some percentage of respondents
are not happy about the reception counter of Jagajampi Auto
responds when they ask any information.
From the field survey it is observed that, 70% of respondentsopinion is good about the Service Executive of Jagajampi Auto
response when they are asking information about vehicle problem.
Where as some percentage of the respondents agree to the point that
they say its excellent about the Service Executive response when
they are asking information about vehicle problem. It is also
observed that some percentage of respondents are not happy about
the Service Executive response when they are asking information
about vehicle problem.
From the field survey it is observed that, 76%of respondents say thatthe cost of the service at Jagajampi Auto Pvt.Ltd is moderate. Where
as 24% of respondents say that the cost of the service at Jagajampi
Auto Pvt.Ltd is Expensive.
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From the field survey it is observed that, 52% o of the respondentsare satisfied with the mileage of Bike purchased at Jagajampi Auto
Pvt.Ltd. where as 22% of the respondents agree to the point that they
are completely satisfied with the mileage of Bike purchased at
Jagajampi Auto Pvt.Ltd. And some percentage of respondents say
mileage of Bike is neutral. It is also observed that some percentage
of respondents are not happy with the mileage of Bike purchased at
Jagajampi Auto Pvt.Ltd.
From the field survey it is observed that, 54% o of the respondentsare satisfied with the Price of Bike purchased at Jagajampi Auto
Pvt.Ltd. where as some percentage of the respondents agree to the
point that they are completely satisfied with the Price of Bike
purchased at Jagajampi Auto Pvt.Ltd. And 34%of respondents say
Price of Bike is neutral. It is also observed that some percentage of
respondents are not happy with the Price of Bike purchased at
Jagajampi Auto Pvt.Ltd.
From the field survey it is observed that, 63% of the respondents aresatisfied with the comfort of Bike purchased at Jagajampi Auto
Pvt.Ltd. And 25% of respondents say that comfort of Bike is neutral.
Where as some percentage of the respondents agree to the point that
they are completely satisfied with the comfort of Bike purchased at
Jagajampi Auto Pvt.Ltd. It is also observed that some percentage of
respondents are not happy with the comfort of Bike purchased at
Jagajampi Auto Pvt.Ltd.
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From the field survey it is observed that, 44% o of the respondentsare Neutral with the maintenance of Bike purchased at Jagajampi
Auto Pvt.Ltd. And 38% of respondents are satisfied with the
maintenance of Bike. Where as some percentage of the respondents
agree to the point that they are completely satisfied with the
maintenance of Bike purchased at Jagajampi Auto Pvt.Ltd. It is also
observed that some percentage of respondents are not happy with the
maintenance of Bike purchased at Jagajampi Auto Pvt.Ltd.
From the field survey it is observed that, 64% o of the respondentssay that they are satisfied with the timely delivery of Bike purchased
at Jagajampi Auto Pvt.Ltd, And 20% of the respondents say that
they are neutral with the timely delivery of Bike purchased at
Jagajampi Auto Pvt.Ltd. where as some percentage of respondents
agree to the point that they are completely satisfied with the timely
delivery of the Bike purchased at Jagajampi Auto Pvt.Ltd. It is also
observed that some percentage of respondents are not happy with
timely delivery of the Bike purchased at Jagajampi Auto Pvt.Ltd.
From the field survey it is observed that, 38% of the respondents aresatisfied with the free service provided by the Jagajampi Auto. And
36% of the respondents say that free service provide by Jagajampi
Auto is neutral. where as some percentage of the respondents agree
to the point that they are completely satisfied with the free service
provided by Jagajampi Auto .It is also observed that some
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percentage of respondents are not happy with the free service
provided by Jagajampi Auto.
From the field survey it is observed that, 58% of the respondents areneutral with After Sales Service provided by the Jagajampi Auto.
Where as 32% of the respondents are satisfied with After Sales
Service provided by the Jagajampi Auto. Where as some percentage
of respondents agree to the point that they are completely satisfied
with After Sales Service Provide by Jagajampi Auto. It is also
observed that some percentage of respondents are not happy with
After Sales Service Provide by Jagajampi Auto.
From the field survey it is observed that, 70% of the respondents areneutral with Problem Rectification after Sales Service provided by
the Jagajampi Auto. Where as 20% of the respondents are satisfied
with Problem Rectification after Sales Service provided by the
Jagajampi Auto. It is also observed that some percentage of
respondents are not happy with Problem Rectification After Sales
Service Provide by Jagajampi Auto.
Around 86% of respondents are satisfied with the overallperformance of Jagajampi Auto Pvt. Ltd.
o 14% of respondents are not satisfiedo Respondents are highly satisfied.
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SUGGESTIONS:
Among the promotional attributes, the company has to concentrate more on thediscount on spare parts, free gifts, free service, timely delivery and even the
exchange offers for spare parts during guarantee period should be provided that
will enhance the customer friendly relationship.
To attract new customers it is suggested that Jagajampi Auto should maintaingood customer relationship so that customers are happy & satisfied with the
various service provided by the company time to time & Maintain customer
relationship so that customers are always loyal towards the organization and
influence others to buy from your company.
Usage of technology in servicing the vehicles will really enhance the efficiencyand the quality of the service with less time.
Effective measures should be taken for the improvement of after sale servicesi.e., the companys sales executive should keep in touch with the customers
after delivery of the vehicles and informing the customer regarding the service
due. So as to increase the customer satisfaction level.
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Effective service and attaining to complaints of customers immediately willsatisfy them, this satisfaction will act as psychological motivation, indirectly
will reflect to sales of Bajaj Two wheelers at Jagajampi Auto Pvt.Ltd.
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CONCLUSION:
In todays world customer satisfaction is very important to any
organization because customer satisfaction plays measure role in customer
retention, so Jagajampi Bajaj have to concentrate on these factors.
To overcome this problem the company should adopt effective measures and
improve after sale services i.e., the companys sales executive should keep in touch
with the customers after delivery of the vehicles and informing the customer
regarding the service due. So this helps to increase the customer satisfaction level.
Effective service and attaining to complaints of customers immediately will
satisfy them; this satisfaction will act as psychological motivation, indirectly will
reflect and increase the sales of Bajaj Two wheelers at Jagajampi Auto Pvt.Ltd.
This study has basically helped to know the expectation of customers
towards Jagajampi Bajaj. Customer needs superior & attractive services from
Jagajampi Auto. Some of the customers are satisfied with Jagajampi Auto & some
of them need improvement in the services provided by Jagajampi Auto. Like of
instance, customers feel that the service charges at Jagajampi Bajaj is expensive as
to the satisfaction level compared to local service centers & Customer handling at
workshop is also not up.
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BIBLOGRAPY
REFERANCE BOOKS
1. Tull Donald S, Hawkins Del I. Marketing Research Measurement andMethod. PHI Learning Private Limited. Sixth edition 2009. PP 329-395
2. G C Beri PP 344
INTERNET WEBSITES:
1. http://www.google.co.in/#hl=en&q=bajaj+role+in+service+delivery&oq=bajaj+role+&aq=0&aqi=g7&aql=&gs_sm=c&gs_upl=3609l9953l0l15l15l0l4l
4l0l344l2533l0.1.5.3&fp=1&biw=1345&bih=567&bav=on.2,or.r_gc.r_pw.
&cad=b. Accessed 20th Jan, 2012, (4.00PM)
2. http://www.marketing.org.au/?i=mhOLQLXYtU8=&t=jZS6ngCVPug=.Accessed 24nd Jan, 2012, (2.20pM)
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QUESTIONNAIRE
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QUESTIONNAIRE
Dear Sir/Madam
I am pleased to introduce myself PARASHARAM G. GURAV as MBA
student ofAngadi Institute Of Technology & Management, Belgaum as part of
curriculum I have undertaken research on STUDY ON IMPACT OF POST
SALES SERVICE ON CUSTOMER SATISFACTION AT J AGAJ AMPI AUTO
PVT LTD. The information provided by you will be strictly kept confidential and
used for academic purpose only.
PERSONAL INFORMATIONName: ________________________________________________ Age:
___________________
Address:
__________________________________________________________________
____
Contact no: _____________________Occupation: ____________________
Education Qualification: ______________________________________
1. Which Bajaj vehicle do you own at present?Pulsar Discover Platina Boxer Ninja
Avenger
2. Are you satisfied with the Bajaj vehicle purchased at Jagajampi Auto Pvt.Ltd?
Completely Satisfied Satisfied Neither satisfied nor
Dissatisfied
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Dissatisfied Completely Dissatisfied
3. Have you ever faced any problem with your Vehicle?Yes No
4. How frequently you get your vehicle serviced?Less Than 3 Months 3-6 Months 6-9 Months
9-12Months
5. What is your opinion about after sales services provided by Jagajampi Bajaj?Excellent Good Fair Poor Very Poor
6. Are you satisfied with the timely delivery of Vehicle After Vehicle Serviceat Jagajampi Auto Pvt.Ltd?
Yes No If No, specify the
reason__________________________
7. How does the reception counter responds when you ask any information?Excellent Good Fair Poor Very Poor
8. How does the Service Executive Respond while asking information aboutvehicle?
Excellent Good Fair Poor Very Poor
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9. What do you think about the cost of the service at Jagajampi Auto Pvt. Ltd?Expensive Moderate Low
10.Rate the following (After Service)Parameter Completely
Satisfied
Satisfied Neutral Dissatisfied Completely
Dissatisfied
Mileage
Price (cost)
Comfort
Maintenance
Timely
Delivery
Free Service
Provided
After Sales
Services
Problem
Rectification
11.How do you rate the overall performance of After Sales Service at JagajampiAuto Pvt. Ltd.?
Excellent Good Fair Poor Very Poor