PROJECT REPORT ON

AFTER SALES SERVICE IN MARUTI INDUS MOTORS,

CALICUT

SUBMITTED TO SNES INSTITUTE OF MANAGEMENT STUDIES AND

RESEARCH, CHETHUKADAVU, KUNNAMANGALAM. IN PARTIAL
FULFILMENT FOR THE AWARD OF THE

MASTER OF BUSINESS ADMINISTRATION

UNIVERSITY OF CALICUT

PREPARED BY
NEENU.K.P

UNDER THE GUIDANCE OF

MS. SHIRIN.K.

1
 DECLARATION

I, hereby declare that the project report entitled “ AFTER SALES SERVICE IN INDUS
MOTORS, CALICUT “ and submitted for the award of third semester , Master of Business
Administration and this report of work done by under the supervision of Ms.Shirin.K.C faculty
of IMSAR.

I also declare that I have not submitted this report before for the award of any degree,
diploma or any other title.

NEENU.K.P

ACKNOWLEDGEMENT
2
 This study would be incomplete without acknowledging my sincere gratitude to those who have
helped me in my efforts to make this report possible in time.

Firstly I take this opportunity to express my sincere thanks and gratitude to Mr.Balakrishnan PhD,
MBA our Director, for his support. I express my profound thanks and extreme gratefulness to Mr.
SAHEER.P.K Deputy Sales Manager of INDUS MOTORS, for permitting me to do the project in their
organization..

I also thank all other employees of INDUS MOTORS, Calicut, who have helped me to complete my
project successfully.

I take this opportunity to sincerely thank to my esteemed and respected faculty Ms.Shirin and

Asst.Prof.Ms.Shamla for all help and words of advice.

I also express my thanks to my parents, all my friends and other associates who have guided me right
through my project.

NEENU.K.P

3
 TABLE OF CONTENTS

LIST OF TABLES
Particulars Page
Table Title Page
number
No. of tables
List No.
4.1 List AGE WISE CLASSIFICATIONVICE
of charts
4.2 Chapter 1 GENDER WISE CLASSIFICATION
4.3 1.1 Introduction
PROFESSION

4.4 1.2 Scope

AWARNESS of the
ABOUT study
INDUS

4.5 1.3 SERVICENeed and

QUALITY importance
4.6 1.4 SERVICEObjective of the
ADVERTISERS study
UNDERSTANDING

4.7 1.5 Research

OVERALL QUALITYMethodology
OF SERVICE

4.8 1.6 Limitations

COMMUNICATION DURING SERVICE

4.9
Chapter 2 COMPLAINT HANDLING
2.1 Review of literature
4.10 LIKELINESS TO USE

4.11
Chapter 3 SERVICE PRICE

4.12
3.1 Industry profile
TIMELY DELIVORY
3.2 Company profile
4.13 ATTENTION GIVEN TO MINOR COMPLAINS
Chapter 4
4.14 AFTER SALES WARRANTY
4.1 Data analysis and interpretation
4.15 AFTER SERVICE DEFECT
Chapter 5 Findings, Suggestions & Conclusion
4.16 PROPER SERVICE
Chapter 6 Bibliography
4.17 FUTER COMPLAINTS

4.18 INFORMATION ABOUT NEW PRODUCT

4.19 RECOMMENTATION TO OTHERS

4
LIST OF CHARTS

5
 Table Title Page

No. No.
4.1 AGE WISE CLASSIFICATIONVICE

4.2 GENDER WISE CLASSIFICATION

4.3 PROFESSION

4.4 AWARNESS ABOUT INDUS

4.5 SERVICE QUALITY

4.6 SERVICE ADVERTISERS UNDERSTANDING

4.7 OVERALL QUALITY OF SERVICE

4.8 COMMUNICATION DURING SERVICE

4.9 COMPLAINT HANDLING

4.10 LIKELINESS TO USE

4.11 SERVICE PRICE

4.12 TIMELY DELIVORY

4.13 ATTENTION GIVEN TO MINOR COMPLAINS

4.14 AFTER SALES WARRANTY

4.15 AFTER SERVICE DEFECT

4.16 PROPER SERVICE

4.17 FUTER COMPLAINTS

4.18 INFORMATION ABOUT NEW PRODUCT

4.19 RECOMMENTATION TO OTHERS

6
7
Chapter I
Introduction
Scope of the study
Need & Importance
Objective
Research methodology
Limitation

1.1 INTRODUCTION

Customer satisfaction, a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator within
business and is part of the four of a Balanced Scorecard.
8
In a competitive marketplace where businesses compete for customers, customer satisfaction is
seen as a key differentiator and increasingly has become a key element of business strategy.[1]

However, the importance of customer satisfaction diminishes when a firm has increased
bargaining power. For example, cell phone plan providers, such as AT&T and Verizon,
participate in an industry that is an oligopoly, where only a few suppliers of a certain product or
service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that
they would never get away if there were, say, a hundred cell phone plan providers, because
customer satisfaction would be way too low, and customers would easily have the option of
leaving for a better contract offer.

Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-customers.[2] Measuring

customer satisfaction provides an indication of how successful the organization is at providing
products and/or services to the marketplace.

Customer satisfaction is an abstract concept and the actual manifestation of the state of
satisfaction will vary from person to person and product/service to product/service. The state of
satisfaction depends on a number of both psychological and physical variables which correlate
with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also
vary depending on other factors the customer, such as other products against which the customer
can compare the organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 delivered
SERVQUAL which provides the basis for the measurement of customer satisfaction with a
service by using the gap between the customer's expectation of performance and their perceived
experience of performance. This provides the researcher with a satisfaction "gap" which is semi-
quantitative in nature. Cronin and Taylor extended the disconfirmation theory by combining the
"gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and
expectation) into a single measurement of performance relative to expectation.

9
The usual measures of customer satisfaction involve a survey with a set of statements using a
Likert Technique or scale. The customer is asked to evaluate each statement in terms of their
perception and expectation of performance of the service being measured.

It's a well known fact that no business can exist without customers. In the business of Website
design, it's important to work closely with your customers to make sure the site or system you
create for them is as close to their requirements as you can manage. Because it's critical that you
form a close working relationship with your client, customer service is of vital importance. What
follows are a selection of tips that will make your clients feel valued, wanted and loved.

CUSTOMER SATISFACTION

The word satisfaction comes from the Latin word “satis” (Enough) and faction (to do or make).
These words suggest the true meaning of Satisfaction, which is fulfillment. Managerially,
fulfillment usually translate to solving problem and satisfy the customer is not enough to
produce high level of customer loyalty, business needs to move beyond more satisfaction, to
customer delight.

The Purpose Of the Business:

Peter F. Drucker considered to be one of the leading management gurus in the world, believes
that the purpose of business to relate and them retain the satisfied customer. Although the firm
has to make the money, Drucker argues that making money is a necessity and does not a
purpose. It is in fact, the end result a desirable out come of creating satisfied customer. Theodore
Levitt, ha Harward Business professor, who explains by an analogy with human beings, express
similar sentiment / all human have to eat to survive, but eating is not-their purpose. Further more
making money does not provide a legitimate reason for society and to support the moneymaking
enterprise. A society supports businesses as they survey its member by catering to their needs to
leave them satisfy. Dissatisfying enough customer and not only will these specific customer stop
buying from the firm, but the society at large will condemn the firm and may even panelized it –
to the point of its extinction. In repose to such messages, co part of the corporate mission and

10
utilizes an understanding of the customer behavior as input to all its marketing plans and
decision.

1.2 SCOPE OF THE STUDY

11
 Customer satisfaction is the ultimate aim of any business and there by business entirely
depend upon its customer for its survival and growth. So this study helps the researcher a lot to
do any business in future.

This project work was undertaken with a view to study the title of “ A STUDY ON
CUSTOMER SATISFACTION OF MARUTY INDUS MOTORS AFTER SALES
SERVICE”. It is also aims to find out the standards and qualities that the customer expects.

From this study the preference and problem of the customer can be met. The study helps to know
the necessary change in the service, features and customer feelings about service. The study will
be use for the company to make changes in price. Placement and promotion activities the study
was conducted by doing a survey of 50 respondents in Calicut. The results represented through
tables and chart. Suggestions and conclusion are also given at the end of the report.

1.3 OBJECTIVES OF THE STUDY

Primary objective:
To undergo an in-depth study bout Maruti Indus Motors after sles service.

12
Secondary objective:

 1. To evaluate the attitude of customers towards Indus motors servicing.

 2. To rate the satisfaction level.
 3. To recommend suggestions to increase customer satisfaction where as there in the
areas where there is a chance of improvement.

6. RESEARCH METHODOLOGY

13
Reasearch methodology refers to the systamatic method consisting of enunciating the problem,
formulating hypothesis, collecting facts or data, analysing the facts and reaching certain
conclusions either in the form of solutions towards the concerned problem or in certain
generalisations for some thoeretical formulation.

RESEARCH PROBLEM

The research needs to know about the customer satisfaction derived from the after sales service
offered by Indus Motors, Calicut. There exists of high level of competition in this sector. So the
company wants to know the present status of after sales service.

STATEMENT OF THE PROBLEM

The study is focusing on the development of strategies for effectively carrying out the orientation
training programmed. In order for that, there is a need for the clear identification of factors directly or
indirectly contributing to the effectiveness of orientation training.

RESEARCH DESIGN

Research Design is the conceptual structure within which research is conducted. It constitutes the
blueprint for collection, measurement and analysis of data. The design used for carrying out this research
is Descriptive.

This research design focus attention on the following

a. Formulation of objective of the study

b. Identify the methods of data collection
c. Selecting a suitable sample by using a valid sampling technique
d. Collection of data by using a reliable instrument
e. Analysis and interpretation of datd
f. Preperation of a detailed report

DATA TYPE: In this research the type of data collection is

• Primary data

• Secondary data

14
SAMPLING PLAN:

It is very difficult to collect information from every member of a population .As time and costs are the
major limitation that the researcher faces. A sample of 50 was taken the sample size of 50 individuals
were selected on the basis of convenient sampling technique. The individuals were selected from past and
existing list of the customers to form sample and data were collected from them for the research study.

ANALYSIS AND INTERPRETATION:

Data collection through questionnaire resulted in availability of the desired information but these were
useless until there were analyzed. Various steps required for this purpose were editing, coding and
tabulating. Tabulating refers to bringing together similar data and compiling them in an accurate and
meaningful manner. The data collected by

Questionnaire was analyzed, interpreted with the help of table, bar chart and pie chart.

SAMPLE UNIT

The Customers of Indus Motors, Calicut are the sample unit in the survey.

SAMPLE SIZE

The sample size chosen for this study is 50

SOURCES OF DATA

Primary Data: Filling up questionnaire by past and existing customers of after sales service

Secondary Data: Books, newspapers, Websites, and data from company officials.

PRIMARY DATA

15
 Primary data is the specific information collected by the person who is doing the research. It
can be obtained through clinical trials, case studies, true experiments and randomized controlled
studies. This information can be analyzed by other experts who may decide to test the validity of
the data by repeating the same experiments.

There are many methods of collecting primary data and the main methods include:

 Questionnaires

 Interviews

 Focus group interviews

 Observation

 case-studies

 Diaries

 Critical incidents

 Portfolios.

SECONDARY DATA
The secondary data are those which have already been collected by someone
else and have been passed through statistical process. The secondary data for this study
are already available in the firm's internal records, annual report, broaches.

DATA COLLECTION METHOD

The data collection method used in this research is survey method. Here the
data are systematically recorded from the respondents.

16
RESEARCH TOOL

A structured questionnaire has been prepared to get the relevant information from
The respondents. The questionnaire consists of a variety of questions presented to the
Respondents for their despondence. The various types of questions used in this survey
Are:
 Open ended questions
 Closed ended questions
 Multiple choice questions

STATISTICAL METHODS USED

Statistical tools used for the purpose of evaluation are chi-square analysis. Chi-square tes is
conducted to find out whether there exists dependence relation between quality of service and
price of service.

LIMITATIONS OF THE STUDY

There are certain limitations.
o The respondents were reluctant to give correct information.

17
o Even though the customers gave correct information during the unstructured interview
conducted, they gave positive answer while answering the questionnaire.
o The investigator intended to cover only few areas of Maruti Suzuki relevant to the
proposed study.
o As the study was done within a limited time, investigator could not select a sufficiently
large sample for the study.
o The sample size fifty is very small

18
 Chapter 2
Review of literature

19
ChapterIII
Industry Profile
Company Profile

3.1. INDUSTRY PROFILE

20
The Automotive industry in the Republic of India is one of the largest in the world. It is the
world's second largest manufacturer of motorcycles, with annual sales exceeding 8.5 million in
2009. India's passenger car and commercial vehicle manufacturing industry is the seventh largest
in the world, with an annual production of more than 2.6 million units in 2009. In 2009, India
emerged as Asia's fourth largest exporter of passenger cars, behind Japan, South Korea and
Thailand.

As of 2009, India is home to 40 million passenger vehicles and more than 1.5 million cars were
sold in India in 2009 (an increase of 26%), making the country the second fastest growing
automobile market in the world. By 2050, the country is expected to top the world in car
volumes with approximately 611 million vehicles on the nation's roads. A major chunk of India's
car manufacturing industry is based in and around the city of Chennai (also known as "Detroit of
India"), with the Indian city accounting for 60 per cent of the country's automotive exports.
Chakan corridor near Pune is an upcoming vehicular production hub with General Motors,
Volkswagen/ Skoda, Mahindra and Mahindra in the process of setting up or already set up
facilities

The Automotive industry in India is one of the largest in the world and one of the fastest
growing globally. India manufactures over 11 million 2 and 4-wheeled vehicles and exports
about 1.5 million every year. It is the world's second largest manufacturer of motorcycles, with
annual sales exceeding 8.5 million in 2009. India's passenger car and commercial vehicle
manufacturing industry is the seventh largest in the world, with an annual production of more
than 2.6 million units in 2009. In 2009, India emerged as Asia's fourth largest exporter of
passenger cars, behind Japan, South Korea and Thailand.

As of 2009, India is home to 40 million passenger vehicles and more than 1.5 million cars were
sold in India in 2009 (an increase of 26%), making the country the second fastest growing
automobile market in the world. By 2050, the country is expected to top the world in car
volumes with approximately 611 million vehicles on the nation's roads. A major chunk of India's
car manufacturing industry is based in and around the city of Chennai (also known as "Detroit of
India"), with the Indian city accounting for 60 per cent of the country's automotive exports.
Chakan corridor near Pune, Maharashtra is another prominent vehicular production hub with

21
General Motors, Volkswagen/ Skoda, Mahindra and Mahindra in the process of setting up or
already set up facilities.[10][11] Halol in Gujarat, Gurgaon neighboring New Delhi, Aurangabad in
Maharashtra, Kolkatta in West Bengal are some of the other automotive manufacturing regions
around the country.

Foreign automotive companies in India

Vehicles manufactured or assembled in India

 BMW India: 3 Series, 5 Series, 1 Series.

 Fiat India (in collaboration with Tata Motors): Grande Punto, Linea, Palio Stile.

 Ford India: Ford Figo, Ikon, Fiesta, Endeavour.

 General Motors India

 Chevrolet (CSPIL): Spark, Beat, Aveo U-VA, Aveo, Optra, Cruze, Tavera.

 Honda Siel: Jazz, City, Civic, Accord.

 Hyundai Motor India: Santro, i10, i20, Accent, Verna Transform, Sonata Transform.

 Mahindra Renault: Logan

 Maruti Suzuki: 800, Alto, WagonR, Estilo, A-star, Ritz, Swift, Swift DZire, SX4, Omni,
Versa, Eeco, Gypsy, Grand Vitara

 Mercedes-Benz India: C-Class, E-Class.

 Mitsubishi: (in collaboration with Hindustan Motors)[42]: Lancer, Lancer Cedia, Pajero

 Nissan Motor India: Micra.

22
 Toyota Kirloskar: Corolla, Innova, Camry.

 Volkswagen India: Polo, Jetta, Passat.

 Audi India: A4, A6, Q5.

 Škoda Auto India: Fabia, Octavia, Laura, Superb.

 Vehicles imported to India

 Audi: A8, TT, R8, Q5, Q7.

 Bentley: Arnage, Azure, Brooklands, Continental GT, Continental Flying Spur,
Mulsanne.
 BMW: 6 Series, 7 Series, X3, X5, X6, M3, M5, M6 and Z4.
 Chevrolet: Captiva.
 Fiat: Nuova 500, Bravo.
 Honda: Civic Hybrid, CR-V.
 Jaguar: XF, XJ, XK.
 Lamborghini: Gallardo, Murciélago.
 Land Rover: Range Rover, Range Rover Sport, Discovery 4, Freelander 2.
 Maybach: 57 and 62.
 Mercedes-Benz: CL-Class, CLS-Class, S-Class, SL-Class, SLK-Class, M-Class, Viano.
 Mitsubishi: Montero, Outlander.
 Nissan: Teana, X-Trail, 370Z,
 Porsche: 911, Boxter, Panamera, Cayman, Cayenne.
 Rolls Royce: Ghost, Phantom, Phantom Coupé, Phantom Drophead Coupé.
 Škoda: Superb.
 Suzuki: Grand Vitara.
 Toyota: Land Cruiser, Land Cruiser Prado, Fortuner*, Prius.
 Volkswagen: Beetle, Touareg, Phaeton.
 Volvo: S60, S80, XC90.

23
Commercial Vehicle manufacturers in India

Local Brands

 Ashok Leyland
 Force Mahindra
 Premier
 Tata

Foreign Brands

 Volvo
 Audi
 BMW
 Mercedes-Benz

24
3.2: COMPANY PROFILE

Indus Motors Pvt. Ltd. The authorized Maruti dealers has become No. 1 Dealer in India.With
an all time record sale of 28447 Maruti cars in the financial year 2008-09. The No. 1 Maruti
dealer in Kerala become No. 1 in India. No other Maruti dealer in India has been able to reach
such heights within one year, Indus Motors Pvt. Ltd. The authorized Maruti dealers has
become No. 1 Dealer in India.With an all time record sale of 26833 Maruti cars in the financial
yeaThe authorized Maruti dealers has become No. 1 Dealer in India.With an all time record sale
of 26833 Maruti cars in the financial year  2008-09

1 Dealer in India.With an all time record sale of 28447 Maruti cars in the financial yeaThe
authorized Maruti dealers has become No. 1 Dealer in India.With an all time record sale of
28447 Maruti cars in the financial year  2008-09

Vision

Transform Indus into World Class Dealership

Mission

We will pursue the development of our financial and human resources through diversified
business activities, in an ethical and socially responsible manner and in pace with the
advancements of the day.

We will uphold a professional code of conduct in the pursuit of our goals and are committed
to taking up social responsibilities as a corporate citizen by dedicating a significant share of
our productive surpluses for espousing social causes that would benefit our employees, their
families and the society at large.

25
V

Values and Beliefs

The enduring belief that our corporate destiny is inextricably entwined with those of our
employees and customers carries us towards a profitable and ethical business model.

Quality Policy 

Customer satisfaction through quality services achieved by through constant adherence and
continual improvement in quality services and systems following P.D.C.A (Plan, Do, Check Act)
technique in all our functions and actions complying with the requirements.

Major Departments

 Sales
 Service
 True Value
 Spares
 Accessories
 Sales support ( MI, MF,EW and Autocard )
 Institute
 MDS

Indus Services Package: We are providing a comprehensive Service Package absolutely free for
vehicles purchased from Indus Motors with lot of benefit to the customer. Maruti Extended
Warranty Maruti Extended Warranty has been specially devised to offer you extreme driving
pleasure during the ownership of the vehicle. This program is run by Maruti Suzuki India
Limited itself and hence it offers you the best protection against repairs. This policy commences
at the expiry of the primary warranty period and the duration will up to w years. Benefits under

26
Extended Warranty Maruti assurance Can approach any dealer in the country for warranty
jobs Dealer take the warranty decision, so no delay for the customer Total peace of mind, full
replacement against manufacturing defect full labour free for warranty replacement. Better resale
value even if the vehicle is sold before 4 years only nominal price for exrended warranty.
Maruti Genuine Accessories Maruti has introduced wide range of genuine Accessories for
different models for improving comfort and appearance.
Wide range of auto accessories under one roof
Easy ordering from a single source.
World class quality
Competitive price value
Proper fitment
Compatibility with vehicle systems
Validity of warranty

Their Profile ::

1st dealership in Calicut in 1986

2nd in Cochin in 1991
3rd in Trivandrum in 1994
4th in Muvattupuzha in 2005
5th in Royapetta, Chennai 2007
6th in Kattupakkam, Chennai 2008

6 Dealerships, 30 Workshops, 4 True Value Outlets, 2 Driving Schools

No. 1 Dealer in India , Record Sale of 28447 cars

27
CHAPTER IV

DATA ANALYSIS AND INTERPRETATION

4. DATA ANALYSIS AND INTERPRETATIONS

TABLE 4.1: AGE WISE CLASSIFICATION

28
 No. of
Age responden
Group ts
Below
25 10
25-35 15
35-45 12
45-55 8
Above5
5 5

CHART 4.1: AGEWISE CLASSIFICATION

No. of respondants
16
14
12
10 No. of respondants
8
6
4
2
0
Below 25 25-35 35-45 45-55 Above55

INTERPRETATION:
Most of the respondents are between twenty five& thirty-five.
TABLE 4.2: GENDER WISE CLASSIFICATION

Gender No. of

29
 Responden
ts
Male 38
Female 12
total 50

CHART 4.2: GENDERWISE CLASSIFICATION

No. of Respondents

Male
Female

INTERPRETATION:
The above graph shows most of the respondents are males.

TABLE 4.3: PROFESSION

30
 % of No. of
respondent respondent
Q3 s s
Student 18 9
Govt. Employee 22 11
Doing own
business 32 26
Other 28 14

CHART 4.3: PROFESSION

% of respondants
35
30
25
20
15
10 % of respondants
5
0
t ee s r
en oy es the
ud
pl is n O
St bu
Em
vt.
o wn
Go ing
Do

INTERPRETATION:
Most of the respondents are doing own business.

TABLE 4.4: AWARNESS ABOUT INDUS

31
 % of No. of
responden responden
Q ts ts
News
Paper 30 15
Friends 16 8
Relatives 18 9
Sales
Executive 20 10
TV 10 5
Others 6 3

CHART 4.4: AWARNESS ABOUT INDUS

% of respondents
30
25
20
15 % of respondents
10
5
0
er ds ve
s
tiv
e TV rs
P ap ir en ati cu the
l e O
ws F Re Ex
Ne les
Sa

INTERPRETATION:
Most of the respondents are induced by newspapers.

TABLE 7.5: REASON FOR BUYING

Q % of No. of

32
 respondent respondent
s s
Low Price 14 7
After Sales
Service 24 12
Attractive
Brand 18 9
Location 16 8
Service
Quality 28 14

CHART 4.5: REASON FOR BUYING

% of respondents
30
25
20
15
10 % of respondents
5
0
ice ice an
d
on ali
ty
Pr erv r ati u
Lo
w S eB Lo
c Q
ales ctiv ice
S ra erv
fter Att S
A

INTERPRETATION:
Most of the respondents buy a vehicle from Indus because of service quality.

TABLE 4.6: UNDERSTANDING OF SERVICE ADVERTISERS

% of No. of
responden Responden
Q ts ts

33
 Excelle
nt 30 15
Good 24 12
Averag
e 24 12
Below
avg 14 7
Poor 8 4

CHART 4.6: UNDERSTANDING OF SERVICE ADVERTISERS

% of respondants
35

30

25

20 % of respondants

15

10

0
Exellent Good Average Below avg Poor

INTERPRETATION:
Most of the respondents said that the service advertisers can understand their needs when they
book appointment.

TABLE 4.7: OVERALL QUALITY OF SERVICE

Q % of No. of

34
 responden Responden
ts ts
Excelle
nt 42 21
Good 22 11
Averag
e 12 6
Below
avg 14 7
Poor 10 5

CHART 4.7: OVERAALL QUALITY OF SERVICE

% of respondants
45
40
35
30
% of respondants
25
20
15
10
5
0
Exellent Good Average Below avg Poor

INTERPRETATION:
Most of the customers agreed that the overall quality of service they received from Indus motors
is excellent.

TABLE 4.8: COMMUNICATION DURING SERVICE

Q % of No. of

35
 responden Respondan
ts ce
Excelle
nt 38 19
Good 20 10
Averag
e 16 8
Below
avg 14 7
Poor 12 6

CHART 4.8: COMMUNICATION DURING SERVICE

% of respondants
40
35
30
25
% of respondants
20
15
10
5
0
Exellent Good Average Below avg Poor

INTERPRETATION:
Majority of the respondents are satisfied with the communication during services.

TABLE 4.9: COMPLAINT HANDLING

36
 % of No. of
responden Responden
Q ts ts
Excelle
nt 32 16
Good 24 12
Averag
e 20 10
Below
avg 14 7
Poor 10 5

CHART 4.9: COMPLAINT HANDLING

% of respondants
35

30

25
% of respondants
20

15

10

0
Exellent Good Average Below avg Poor

INTERPRETATION:
Most of the respondents said that the quality of service in Indus Motors is excellent.

TABLE 4.10: LIKELINESS OF USE IN FUTERE

37
 % of No. of
responden responden
Q ts ts
Very
likely 42 21
Likely 16 8
May Be 14 7
Unlikely 18 9
Very
unlikely 10 5

CHART 4.10: LIKELINESS OF USE IN FUTERE

% of respondents
45
40
35
30
25 % of respondents

20
15
10
5
0
Very likely Likely May Be Unlikely Very unlikely

INTERPRETATION:
Most of the respondents are very likely to use Indus Motors for servicing and repairs in future. .

TABLE 4.11: SERVICE PRICE

38
 % of No. of
respondent respondent
Q s s
Highly
satisfied 28 14
Satisfied 36 18

Indifferent 16 8
Dissatisfied 12 6
Highly
dissatisfied 8 4

CHART 4.11: SERVICE PRICE

% of respondents
40
35
30
25
20
% of respondents
15
10
5
0
ed ed t ed ed
sfi sfi r en sfi sfi
sa
ti
Sa
ti ffe ati ti
di ss isa
ghly In Di lyd
Hi gh
Hi

INTERPRETATION:
The above analysis concludes that most of the respondents are highly satisfied with Maruti Indus
Motors service price.

TABLE 4.12: TIMELY DELIVORY OF PRODUCT

Q % of No. of

39
 responden Responden
ts ts
Strongly
agree 34 17
Agree 24 12
Nuetral 20 10
Dissagree 14 7
Highly
disagree 8 4

CHART 4.12: TIMELY DELIVORY OF PRODUCT

% of respondents
35
30
25
20
15 % of respondents
10
5
0
ee e l ee ee
gr re ra gr gr
a Ag uet a a
ly N ss is
ng Di lyd
r o gh
St Hi

INTERPRETATION:
Majority of the customers strongly agreed that they always get their vehicle after service on
promised time from Indus Motors.

TABLE 7.13: ATTENTION GIVEN TO MINOR COMPLAINTS

40
 % of No. of
responden Responden
Q ts ts
Strongly
agree 26 13
Agree 24 12
Neutral 28 14
Disagree 14 7
Highly
disagree 8 4

CHART 7.13: ATTENTION GIVEN TO MINOR COMPLAINTS

% of respondents
30
25
20
15 % of respondents
10
5
0
ee e l ee ee
gr re ra gr gr
a Ag uet a a
ly N ss is
ng Di lyd
r o gh
St Hi

INTERPRETATION:
Most of the respondents highly agree that the attention given by Indus Motors to a minor
complaint is highly satisfactory.
TABLE 7.14: AFTER WARRANTY REPAIR WORK

Q % of No. of
responden Responden

41
 ts ts
Strongly
agree 20 10
Agree 24 12
Neutral 22 11
Disagree 18 9
Highly
disagree 16 8

CHART 7.14: AFTER WARRANTY REPAIR WORK

% of respondents
25

20

15
% of respondents
10

0
ee e l ee ee
gr re tra gr gr
a Ag Ne
u si a si a
gly D
ly
d
r on gh
St Hi

INTERPRETATION:
Most of the respondents agree that the repair work done after warranty period is good.

TABLE 7.15: AFTER SERVICE DEFECT

% of No. of
responden Responden
Q ts ts

42
 Strongly
agree 28 14
Agree 22 11
Neutral 24 12
Disagree 14 7
Highly
disagree 12 6

CHART 7.15: AFTER SERVICE DEFECT

% of respondents
30
25
20
15 % of respondents
10
5
0
ee e l ee ee
gr gre etra gr gr
a A a a
gly Nu ss is
Di yd
r on gh
l
St Hi

INTERPRETATION:
Most of the respondents are strongly agree that the frequency of defect found after service
is very less.

TABLE 7.16: PROPER SERVICE

Q % of No. of
responden Responden

43
 ts ts
Strongly
agree 40 20
Agree 22 11
Neutral 18 9
Disagree 12 6
Highly
disagree 8 4

CHART 7.16: PROPER SERVICE

% of respondents
45
40
35
30
25
20
% of respondents
15
10
5
0
ee e l ee ee
gr gre etra gr gr
a A a a
gly Nu ss is
n Di lyd
r o gh
St Hi

INTERPRETATION:
Most of the respondents strongly agree that they never had an experience of getting back
their product without proper service.
TABLE 7.17: AVOID FUTER COMPLAINTS

% of No. of
responden Responden
Q ts ts
Strongly 36 18

44
 agree
Agree 24 12
Neutral 14 7
Disagree 18 9
Highly
disagree 8 4

CHART 7.17: AVOID FUTER COMPLAINTS

% of respondents
40
35
30
25
20 % of respondents
15
10
5
0
ee e l e ee
gr re tra re gr
a Ag Nu
e
sag si a
gly Di
s
ly
d
r on gh
St Hi

INTERPRETATION:
Most of the respondents strongly agree that the repair work is not only focused on the
problem area but the entire product will be monitored for avoiding future complaints.
TABLE 7.18: INFORMATION ABOUT NEW PRODUCT

% of No. of
responden Responden
Q ts ts
Strongly
agree 28 14

45
 Agree 32 16
Neutral 16 8
Disagree 14 7
Highly
disagree 10 5

CHART 7.18: INFORMATION ABOUT NEW PRODUCT

% of respondents
35
30
25
20
15 % of respondents
10
5
0
ee e l ee ee
gr re ra gr gr
a Ag uet a a
ly N ss is
ng Di lyd
r o gh
St Hi

INTERPRETATION:
Majority of the respondents are strongly agreed that the introduction of new product and
new offers are informed to the customers.
TABLE 7.19: RECOMMENT TO OTHERS

% of No. of
responden Responden
Q ts ts
Very
frequent 30 15
Frequent 34 17

46
 Rare 12 6
Very rare 16 8
Never 8 4

CHART 7.19: RECOMMENT TO OTHERS

% of respondents
35
30
25
20
% of respondents
15
10
5
0
t t re e r
uen uen Ra r ar eve
q eq r y N
fre Fr Ve
ry
Ve

INTERPRETATION:
Most of the respondents are very frequently likely to recommend Indus Motors to others.

5. FINDINGS

1. As per chart no.4 most of the respondents are induced by newspapers.

2. As per chart no.5 most of the respondents buy a vehicle from Indus because of service
quality.

47
3. As per chart no.6 most of the respondents said that the service advertisers can understand
their needs when they book appointment.
4. As per chart no.7 most of the customers agreed that the overall quality of service they
received from Indus motors is excellent.
5. As per chart no.8 majority of the respondent’s satisfied with the communication during
services.
6. As per chart no.9 most of the respondents said that the quality of service in Indus
motors is excellent.
7. As per chart no.10 most of the respondents are very likely to use Indus motors for
servicing and repairs in future. .
8. As per chart no.11 most of the respondents are highly satisfied with Maruti Indus motors
service price.
9. As per chart no.12 Majority of the customers strongly agreed that they always get their
vehicle after service on promised time from Indus Motors.

10. As per chart no.13 most of the respondents highly agree that the attention given by indus
motors to a minor complaint is highly satisfactory.
11. As per chart no.14 most of the respondents agree that the repair work done after warranty
period is good.
12. As per chart no.15 most of the respondents are strongly agree that the frequency of defect
found after service is very less.
13. As per chart no.16 most of the respondents strongly agree that they never had an
experience of getting back their product without proper service.
14. As per chart no.17 most of the respondents strongly agree that the repair work is not only
focused on the problem area but the entire product will be monitored for avoiding future
complaints.
15. As per chart no.18 majority of the respondents are strongly agreed that the introduction of
new product and new offers are informed to the customers.
16. As per chart no.19 most of the respondents are very frequently likely to recommend indus
motors to others.

48
 6. SUGGESTIONS

1. Provide more facility for complaints and suggestions regarding service.

2. Create awareness among people about the prospects of the showroom at
Calicut.

49
 3. Company can take initiative in customer relationship building programs.
4. Proper training should be given to the staff to increase the efficiency.
5. Try to increase the quality of service and reduce the price.
6. Keep good communication during service.
7. The company may try to give service facilities in holidays also for working
customers

10. CONCLUSION

The project was conducted at Maruti Indus Motors, Calicut from 50 respondents. This study
was conducted to study the after sales service in Indus Motors. This study has provided me an
insight into the service quality in Indus Motors. From the study it is clear that the service they
provide is fairly good.

This study is conducted by contacting the people who own the Maruti Suzuki Vehicles
Purchased from Indus Motors. This study was undertaken for a period of three weeks. The

50
researcher collected the necessary information using questionnaire method. The collected data’s
are consolidated through using t-test. The graph and table were used for representation. The
responds taken from respondents were analyzed and represented by using graph and tables to
achieve the objective of the study.

I t was found that the majority of the customers are satisfied with the Indus Motors after sales
service.

The researcher has tried his best to make the study realistic and suggestive, but does not claim
the findings and suggestions in the report are perfect. If time available were more the study
would have been extended to a large portion of the universe, which would help the findings to be
more accurate.

The researcher is able to appreciate the effort taken by Indus Motors to provide excellent
service to customers. The key learning from this project study is that in an extremely competitive
industry the sale of high value item, the register of company’s facilities and services in te mind
of customers is of high importance.

11. BIBLIOGRAPHY

1. KOTHARI.C.R; Research Methodology, New age international publishers, New

Delhi, Second Edition-2004.

51
2. KOTLER AND AMSTRONG- PRINCIPLES OF MANAGEMENT

3. www.google.com

4. Www. Wikipedia.org

5. Www. Indus motors.org

Questionnaire

(INDUS MOTORS, AFTER SALES SERVICE)

1. Gender :

2. Age group: □Below 25 □ 25-35 □ 35-45

52
 □45-55 □Above 55

3. Occupation:

4. Name of your car:

5. How do you come to know about Indus Motors?

□Newspaper □Friends □ Relatives □Salesexecutive □TV □Others

6. Why did you buy a car from Indus Motors ?

□Low price □Aftersales service □Attractive brand □Location

□Service quality

7. The service advertisers understanding of your needs when you ordered the appointment

□Excellent □Good □Average

□Below average □Poor

8. How would you rate the service you received from Indus Motors?

□Excellent □Good □Average

□Below average □Poor
9. Communication during service/ repair to keep you updated on progress is

53
 □Excellent □Good □Average
□Below average □Poor

10. Complaint handling in Indus motors

□Excellent □Good □Average

□Below average □Poor

11. What is the likely hood of you using Indus Motors for servicing and repairs in the future

□Very likely □ Likely □May be

□ Unlikely □Very unlikely

12. The price charged by the company is reasonable

□Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

13. From Indus Motors, You always get your car after service on the promised time.

□Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

14. The attention given by them even to a minor complaint is highly satisfactory

54
 □Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

15. The repair work done after the warranty period is found to be good.

□Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

16. The frequency of defect after service is found to be very less

□Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

17. I never had an experience of getting back my product without proper service

□Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

18. The repair work is not only focused on the problem area but the entire product will be monitored
for avoiding future complaints

□Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

19. The introduction of new products and new offers are informed to the customers

□Strongly agree □ Agree □ Neutral □ Disagree □strongly disagree

20. How likely do you recommend Indus products to others?

□ Verylikely □ likely □neutral □ unlikely □ very unlikely

21. Can you give any suggestions for improvement?

_____________________________________________________________________________________
___________________________________________

55
56