Service Quality and Consumer Satisfaction

MBA Project Synopsis / Proposal
Project Proposal On
Service Quality and Consumer satisfaction of Maruti Service Centres
Prepared by Mr. Atanu Maity Roll No : 000-0000000 XXXX XXXX University
For Project Report of this project email at info@readymadeproject.com
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Table of Content
INTRODUCTION:......................................................................................................3 OBJECTIVES:.............................................................................................................5 HYPOTHESIS:............................................................................................................5 METHODOLOGY:.....................................................................................................6 PRIMARY DATA:......................................................................................................6 SECONDARY DATA:................................................................................................6 BIBLIOGRAPHY: ......................................................................................................6
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Service Quality and Consumer satisfaction of Maruti Service Centers
INTRODUCTION:
In todays competitive scenario firms consistently tries to satisfy his existing customer to get more customers in every regards. To meet the desired expectation of customers companies has to look around all aspects of products services and of course market condition, otherwise they may be out of the race. Automobile industry has the same competitiveness and every firm in the industry is consistently working for enhancing their product and services. The automobile industry in India accounts for a business volume of $45 billion and has the potential to grow much faster both through Indian as well as international manufacturers who have established huge facilities in the country With the worlds second largest and fastest-growing population, there is no denying Indias potential in both economic and population terms and the effect it will have on the auto industry in the years to come. The country is already off to a good start, with a well-developed components industry. In 1970, Sanjay Gandhi the son of Indira Gandhi envisioned the manufacture of an indigenous , cost effective , low maintenance compact car for the Indian middle class . Sanjay Gandhis company was christened Maruti limited. The name of the car was chosen after a Hindu deity named Maruti Ltd. The production of Maruti-800 in 1983 marked the beginning of a revolution in the Indian automobile industry. The role of Customer Care Manager who is the leader of the customer care team is very important. He is accountable for the sales satisfaction index of the dealership. The customer care manager ensures that every customer is properly followed up and feedback is recorded. Also the customer complaints are
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recorded and resolved as soon as possible to the level of satisfaction. The customer care executives report to the customer care manager..
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OBJECTIVES:
1. To know the customer satisfaction from service centers. 2. For the further improvement of the services provided.
HYPOTHESIS:
1. 2. Provide good Service to the customers at all the service Centers Customers are fully satisfied with the service given.
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METHODOLOGY:
Study is going to be conducted in the district of Mumbai in Maharashtra.
PRIMARY DATA:
A questionnaire survey will be conducted for the purpose of the study. The study is based on primary as well as secondary data. Primary data will be collected from a sample of 75 respondents of Mumbai district chosen using non-probability judgment sampling and using a structured questionnaire.
SECONDARY DATA:
Secondary data is the data, which is already in existence. It will be collected mainly through internet and some help will also be taken from books and articles. Secondary sources of data will include publication of Self Help Groups, Journals and Periodicals.
BIBLIOGRAPHY:
1. http://www.scribd.com/mobile/documents/16558383 2. http://www.vicky.in/straightfrmtheheart/customer-satisfaction-its-maruti/ 3. www.google.com
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Service Quality and Consumer Satisfaction

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MBA Project Synopsis / Proposal