Shiyas 2

Customer satisfaction on after sales service of PVS Automobiles, Calicut
Chapter 1 Introduction
1.1 INTRODUCTION TO THE STUDY

The study makes an attempt to ascertain the level of customer satisfaction on after sales service of Mitsubishi Vehicles with reference to PVS Automobiles, Calicut. The primary objective of the study was to find out the customer satisfaction level of after sales service of Mitsubishi Vehicles. The research design chosen for the study was descriptive research study. The population for the study is the valuable customers from Calicut and Malappuram districts of PVS Automobiles, Calicut. The sample size for the study was 50 and the technique was simple random sampling. The findings reveal that the quality of service operations and level of satisfaction of the customers were good except for a few. So some suggestions have been concerned for betterment. It is hoped that the study will definitely help to accomplish the need for knowing more about the customer there by it helps the company to develop marketing strategy and achieve the major objectives from that.
1.2 RESEARCH PROBLEM

. The company wants to know more about the customer satisfaction level on the after sales services offered to their customers. So the study was undertaken to know about the customer satisfaction on the after sales services of the Company. It was also undertaken to know the image of the firm in the minds of the customers.
1.3 RESEARCH METHODOLOGY

RESEARCH DESIGN
A research design is purely and simply the framework or plan for a study that guides the collection and analysis of data. A blue print is followed in completing a study. It resembles the architects blue print for constructing a house. The Descriptive Research Design is the research design that is used here in identifying the Customer satisfaction on after sales service of Mitsubishi with reference to PVS Automobiles, Calicut. This method is used to establish priorities in studying the competing explanations of the phenomenon. The descriptive study is also used to increase the analysts familiarity with the problem under investigation. Flexibility and informality characterize it. The descriptive research design is concerned with which something occur or how two variables vary together. SAMPLING TECHNIQUE The approach where only few units of population under study are considered for analysis is called sampling method.
Probability Sampling In Probability sampling, every population has a chance of being selected. Here the danger of unknown sampling bias can be minimized. The findings of the sample survey are generalisable to the population. Simple Random Sampling is the sampling technique used here. This sampling technique gives each element an equal and independent chance of being selected. This technique is more simple and suitable where the population is relatively small.
SAMPLE SIZE
The researcher has to select a relevant fraction of the population, which is a representative of the entire population. The sampling size will be small in the case of the descriptive study where less than 1 percent is sufficient to provide reliable results. The sample size that is taken here for preparing the project report is 50, which covers some part of Calicut and Malappuram districts.
COLLECTION OF DATA
Data Sources In this stage, there is a need to gather primary as well as secondary data. Primary data are collected on original information gathered for a specific purpose either through personnel interviews / questionnaires etc. Secondary data is collected from already existing sources in various organization brochures and records. Primary Data The present study has used survey method for collecting the primary data by distributing questionnaires to various respondents.
Research Instrument
A well structured questionnaire was used to collect the primary data from the respondents. The respondents were given multiple choices to select their particular answers. A copy of the questionnaire is enclosed in the annexure.
Type of Questions The questions that have been used in preparing the questionnaire were: Dichotomous questions Multiple choice questions
Period of Study
The study was carried out for a period of 15 days from 17 th November to 3rd December 2008. 5
1.4 OBJECTIVES OF THE STUDY

Primary objective:
To study the customer satisfaction on after sales service of Mitsubishi vehicles.
Secondary objectives :
To assess the reasonable time taken for the service. To know more about the availability of spare parts, tools and equipments. To know more about the service advisers performance. To know more about the overall experience in PVS Automobiles.
1.5 NEED AND SCOPE OF THE STUDY
Today the existence of an organization depends on its ability to understand the customers and the satisfaction level with its product. This project is aimed at analyzing the customer satisfaction level on after sales service of Mitsubishi vehicles. The information gathered through the study can be used by the company to improve its service and become more customers friendly. As per the scope of the study is concerned, the study helps to find out the customer satisfaction level on after sales service of Mitsubishi vehicles. The study to an extent definitely helps to accomplish the need for knowing more about the customers. It is hoped that the analysis will help the company to develop marketing strategy and achieve the major objective from that.
1.6 LIMITATIONS OF THE STUDY
1. The study was confined to only one dealer and that too of their customers from only two districts, Calicut and Malappuram. Therefore the results cannot be generalized. 2. Respondents were reluctant to answer certain questions. 3. The result generated out of the study is completely dependent on the nature of the response given by the customers. 4. Short span of time was a limiting factor. 5. Customer satisfaction varies from time to time. It will not remain constant. Despite these limitations, a sincere attempt has been made to collect and analyze the data and present the information as accurately as possible.
Chapter 2 Conceptual Framework
CO NCEPTUAL FRAMEWORK
Introduction to customer satisfaction
Today companies are facing tough competition. The customers have a wide choice of brands to select from. In order to survive the competition, the companies have to do a better job of meeting and satisfying customer needs than their competitors. PVS Automobiles also has no exception. Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a product perceived performance in relation to his or her expectation. Depending on the extent to which his requirements are met a customer may be classified as dissatisfied, satisfied or delighted. If his requirements are not adequately met, the customer will be dissatisfied. If however, his requirements have been exceeded, he will be delighted. Thus the dissatisfaction, satisfaction and delight of customers are dependent on his expectations and the performance of the product. A dissatisfied customer will talk about his dissatisfaction to his friends and they too may get to the competitor along with the dissatisfaction customer. A satisfied or delighted customer will also talk about his satisfaction or delight to his friends and they too may become the customers of the company. Quality can always be improved and quality does not cost more. The old idea was that achieving quality would cost-more slowly down production. But quality is really improved by learning to do things right the first time. When things are done right the first time many costs such as salvage and repair are eliminated. Quality is absolutely necessary for customer satisfaction because customers became more demanding.
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Achieving the Highest levels of Customer Satisfaction

With 70 per cent of the vast population of India being under 40, this young and vibrant India is more focused on consumption than savings and as the consumer mindset changes, so are their expectations. With the Indian consumer being wooed by glitzy, multi-million dollar marketing campaigns, the range of choices is extensive. This new generation has high levels of international exposure, which has led to a major change in their expectations of the quality of products and services that they receive from people like you and me. Increasingly, what were considered value-added services a few years ago, are fast becoming hygiene services something that we are expected to provide as routine, loaner cars and cashless transactions for insurance-based repairs are just some of the demands that todays savvy customers expect as the norm. Customer handling, throughout the entire ownership experience, from the first test drive, Through the regular serviced check-ups, and finally to the trade-in process on the next vehicle purchase, is extremely critical to upholding our brand image. As we all know, it takes years of continuous and consistent focus on customer satisfaction to build our reputations and one misstep destroys it, As dealers, all of them have the extremely important responsibility to uphold the brand image of the vehicle manufacturers. As manufacturers, the only touch points they have with their customers are through you be it on the sales floor or in your service workshop. And in return, the manufacturers have the responsibility to help to maintain profitable operations because, at the end of the day, all are extremely intelligent business people and deserve to get the necessary returns on the investments that dealers have made in their dealerships. Manufacturers must give exciting products, built with outstanding quality, and price them competitively to allow generating the returns to reinvest in dealerships. Dealers should develop and maintain cohesive and consistent national and local marketing campaigns to generate the prospects that are so critical to the business. And finally, they must train your sales and service staff to handle the vehicles which are becoming extremely complex with the high 11
Customer satisfaction on after sales service of PVS Automobiles, Calicut levels of technology that are being brought into the industry. With these shared responsibilities, it is the quality of the relationships that they maintain, between manufacturers and dealers, which decides how to survive in this extremely competitive environment. Here again, it takes honest and open communication to build the mutual trust that is necessary for such a critical association, and it takes only one misplaced action or word to destroy a relationship that may have taken years to establish.
Importance of Customer Satisfaction

The need to satisfy customers for success in any commercial enterprise is very obvious. The income of all commercial enterprises is derived from the payments received for the products and services supplied to its external customers. If there are no customers, there is no income and there is no business. In other words, customers are the sole reason for the existence of customer establishments. Thus the core activity and perhaps one of the most important activities of any company is to attract and retain customers. It is therefore no surprise that Peter Drucker; the renowned management guru has said, To satisfy the customer is the mission and purpose of every business.
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Chapter 3 Industry profile
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INDUSTRY PROFILE
Automobile Industry History
In 1769, a French engineer Nicolas J. Cugnot invented the first automobile to run on roads. It was a self-powered, three-wheeled, military tractor that made the use of a steam engine which could only run at a stretch for fifteen minutes. It were not fit for the roads as the steam engines made them very heavy and large, and required ample starting time. Oliver Evans was the first to design a steam engine driven automobile in the U.S. A Scotsman, Robert Anderson, was the first to invent an electric carriage between 1832 and 1839. Thomas Davenport of the U.S.A. and Scotsman Robert Davidson were amongst the first to invent more applicable automobiles making use of non-rechargeable electric batteries in 1842. The short ranged, electric battery driven automobiles were not the best option for travelling over longer distances. The automobile industry finally came of age with Henry Ford in 1914 for the bulk production of cars. The several methods adopted by Ford, made the new invention popular amongst the rich as well as the masses. According to the History of Automobile Industry US, dominated the automobile markets around the globe with no notable competitors. However, after the end of the Second World War in 1945, the Automobile Industry of other technologically advanced nations such as Japan and certain European nations gained momentum and within a very short period, beginning in the early 1980s, the U.S. Automobile Industry was flooded with foreign automobile companies, especially those of Japan and Germany. The current trends of the Global Automobile Industry reveal that in the developed countries the Automobile Industries are stagnating as a result of the drooping car markets, whereas the Automobile Industry in the developing nations, such as, India and Brazil, have been consistently registering higher growth rates every passing year for their flourishing domestic automobile markets.
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Indian Automobile Industry

Following Indias growing openness, the arrival of new and existing models, easy availability of finance at relatively low rate of interest and price discounts offered by the dealers and manufacturers all have stirred the demand for vehicles and a strong growth of the Indian Automobile Industry. The data obtained from ministry of commerce and industry, shows high growth obtained since 2001 02 in automobile production continuing in the first three quarters of the 2004 05. Annual growth was 16.0 per cent in April December, 2004; the growth rate in 2003 04 was 15.1 per cent. The Automobile Industry grew at a compound annual growth rate (CAGR) OF 22 per cent between 1992 and 1997. With investment exceeding Rs.50,000 crore, the turnover of the Automobile Industry exceeded Rs.59,518 crore in 2002 03. Including turnover of the auto-component sector, the automotive industrys turnover, which was above Rs.84,000 crore in 2002 03, is estimated to have exceeded Rs.1,00,000 crore (USD 22.74 billion) in 2003 04. Government has liberalized the norms for foreign investment and import of technology and that appears to have benefited the automobile sector. The production of total vehicles increased from 4.2 million in 1998 -99 to 7.3 million in 2003 04. It is likely that the production of such vehicles will exceed 10 million in the next couple of years. The industry has adopted the global standards and this was manifested in the increasing exports of the sector. After a temporary slump during 1998 99 and 1990 00, such exports registered robust growth rates of well over 50 per cent in 2002 03 and 2003 04 each to exceed two and- a- half times the export figure for 2001 02.
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Automobile Export Numbers

Category Passenger Car Multi Utility Vehicles Commercial Vehicles Two Wheelers Three Wheelers Percentage Growth 1998-99 25468 2654 10108 100002 21138 -16.6 2004-05 (Apr-Dec) 121478 3892 19931 256765 51535 32.8
The Key Factor Behind This Upswing

Sales incentives, introduction of new models as well as variants coupled with easy availability of low cost finance with comfortable repayment options continued to drive demand and sales of automobiles during the first two quarters of the current year. The risk of an increase in the interest rates, the impact of delayed monsoons on rural demand, and increase in the costs of inputs such as steel are the key concerns for the players in the industry. As the players continue to introduce new models and variants, the competition may intensify further. The ability of the players to contain costs and focus on exports will be critical for the performance off their respective companies. The auto component sector has also posted significant growth of 20 per cent in 2003 04, to achieve a sales turnover of Rs.30,640 crore ( US$ 6.7 billion). Further, there is a potential for higher growth due to outsourcing activities by global automobiles giants. Today, this sector has emerged as another sunrise sector.
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Chapter 4 Company profile
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Organization profile
Kerala Transport Company (KTC)
KTC is the parent company of PVS Automobiles. It was started in the year 1958. The founder was Late Shri. PV Sami. Kerala Transport Company is the flagship of the KTC group, The KTC group has diversified into multifaceted activities, some of which are highlighted below: I. KTC Automotive group with following establishments 1. Dealers for Hyundai cars 2. Mitsubishi Lancer cars 3. Ford cars 4. Mahindra and Mahindra vehicles 5. Honda Scooters and Motor cycles 6. Automotive Management Academy II. III. IV. V. VI. VII. VIII. IX. X. XI. Cinema Production, Distribution, Exhibition Super Specialty Hospital Property Development Plantations Print Media Educational institutions Custom house agents Food processing Dealership of Indian Oil Company and Hindustan Petroleum ( Fuel Outlets ) C and F Agents for various products The corporate office of KTC group is at KTC House, YMCA Road, Calicut. The Chairman is Mr. PV. Chandran. Mr. PV. Gangadharan and Mr.PV. Nidhish are the Directors. They provide employment to over 4,000 people directly and more than 10,000 indirectly. The turnover exceeds Rs. 600 crore.
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PVS Automobiles
PVS Automobiles was formed in June 2000 and started its operations in December 2000. This is a partnership firm for the dealership of Mitsubishi Lancer cars. Its aim is to provide wide range of Lancer and Pajero cars. It is fully integrated car dealership of international standard, retailing the passenger cars manufactured by Mitsubishi Limited. PVS Automobiles strives at providing the customers with a truly professional and reliable car buying experience, where the focus is on total Customer Satisfaction and the building of a strong one-to-one relationship. PVS Automobiles believes in a long lasting relationship with the customer that lasts through the complete automobile ownership cycle. The ownership cycle begins from the moment the customer purchases a vehicle from PVS, picks up accessories and through the complete life of his vehicle when PVS service and maintain his vehicle to ensure that it remains trouble free and in top condition. PVS Automobiles, the world class dealer ship of Lancer cars offers a fully integrated sale, service and spares operation. The dealership has a well equipped spares and accessories counter; and work bays manned by a well trained work force. Test drive facilities are also available for customers who would like to test-drive the car. Customized finance options are available to customers at the showroom. The service station is put on with professionals to ensure quality work. All the staff has a thorough automotive background. Customer satisfaction is all that counts here. The centre also do yearly overall service for the vehicles. The spare parts used are genuine and the service is reliable and economical. PVS Automobiles has the departments of sales, service, accounts, back office and reception with around 50 employees. The managing partner is Mr. P.V.Nidhish. Next to him is Mr. Rajeev Menon, the director (operations). Then comes the sales and dealership manager Mr. Rajendra Kumar with finance manager and general manager on his either sides. Under the Dealership manager comes the service team, sales team and the operations. The group effort of these fully dedicated employees make turnover around 10 crore.
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Mitsubishi Motors Corporation

It is established in April 22, 1970. The head office is at Tokyo, Japan. The product sold in more than 170 countries. The automotive sales is 1,313 thousands units. Mitsubishi Motors is the global brand name. As part of a global expansion programme, in 1998 Indian distribution was ensured With the formation of The Chennai Car Plant, a technical collaboration between the Mitsubishi Motors Corporation, Japan and Hindustan Motors Limited.
Product Range
Mitsubishi Outlander :Now in India to give the best of both worlds The pleasure of smooth 2WD mode for fuel efficient driving and the rugged 4WD mode for mastering the toughest terrain. Mitsubishi Montero :From the outside, a stylish SUV, but on the inside, nothing short of pure luxury. Mitsubishi Pajero :Let it be a casual drive down the highway or a cross-country ride through the roughest of terrain, it delivers. Mitsubishi Cedia :It has a rally proven suspension system and leading fuel efficiency in petrol and ALPG variant. Mitsubishi Lancer :Has a rally proven engine, tried and tested mechanisms, adrenalin pumping acceleration and the effective breaking.
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Chapter 5 Analysis and interpretation
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5.1
INTRODUCTION TO THE ANALYSIS AND INTERPRETATION

The data was collected through questionnaires from 50 customers of PVS
Automobiles, Calicut. The collected data are going to get analyzed here by using tables and charts like pie charts and bar diagrams. Further, the inferences are been made from the collected data.
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5.2
ANALYSIS AND INTERPRETATION
TABLE : 1 CUSTOMERS AVAILED CAR BRANDS OF PVS AUTOMOBILES

Description: Table shows the car brands owned by the customers.
VEHICL NO. OF E RESPONDENTS

Lancer Cedia Pajero Montero Total 29 4 14 3 50
PERCENTAGE OF RESPONSE
58 8 28 6 100
Source : Survey data
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CHART:1 CUSTOMERS AVAILED CAR BRANDS OF PVS AUTOMOBILES

Description: Chart shows the car brands owned by the customers.
Interpretation: From the chart it can be found that 58% of the respondents own Lancer, 8% of the respondents own Cedia, 28% of the respondents own Pajero and 6% of the respondents own Montero.
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TABLE:2 DURATION OF USAGE THE CAR

Description: Table shows the time duration of usage of the car by the customer.
ATTRIBUTES
Below 6 months 6 months 2 years
NO.OF RESPONDENTS
10 24
20
48 2 years 5 years 5 years & above Total 10 6 50 20 12 100
Source: Survey data
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CHART:2 DURATION OF USAGE OF THE CAR

Description: Chart shows the time duration of usage of the above said car brands.
Interpretation: From the above chart it can be found that the duration of usage of the car below 6 months is by 20% of the respondents, duration of usage of the car from 6 months-2 years is by 48% of the respondents, duration of usage of the car from 2 years-5 years is by 20% of the respondents and duration of usage of the car from 5 years and above is by 12% of the respondents.
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TABLE-3 MAINTAINANCE OF CAR

Description:- Table shows the satisfaction level of customers with maintenance of car used by them.
H. SATISFIE D CAR
No. of Resp onde nt ant 4 % of Respo ndent ant
SATISFIED
NIETHER SATISFIED NOT SATISFIED

No. of Respo ndent ant % of Respond ent ant
DIS SATISFIED
No. of Respon dent ant % of Respond ent ant
H. DISSATISFIED
No. of Respond ent ant % of Respond ent ant
TOTAL
No. of Respon dent ant
% of Respo ndent ant
No. of Respon dent ant
% of Respond ent ant
LANCE R PAJER O CEDIA MONTE RO
13.79
16
55.17
20.68
10.34
29
100
14.28
57.14
14.28
14.28
14
100
25
50
25
100
33.33
66.66
100
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CHART-3 MAINTAINANCE OF CAR

Description:- Chart shows satisfaction level of customers with the maintainance of cars used by them.
Interpretation: From the above about it can be found that more than 50% of respondent are satisfied with the maintenance of car. Only a few respondents are dissatisfied with the maintenance of car.
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TABLE-4 AVAILABILITY OF SERVICE CENTRE

Description: Table shows the satisfaction level of customers satisfied with the Availability of service centre. ATTRIBUTE Highly Satisfied Satisfied Neither Satisfied Nor dissatisfied Dissatisfied Highly Dissatisfied Total NO.OF RESPONDENT 6 28 8 8 0 50 %OF RESPONSE 12 56 16 16 0 100
Source: Survey data
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CHART:4 AVAILABILITY OF SERVICE CENTRE

Description: chart shows the satisfaction level of customers satisfied with the availability of service centre.
Interpretation: From the above chart it can be found that 12% of respondent are highly satisfied, 56% of respondents says that they are satisfied, 16% respondent are of the opinion that they are neither satisfied nor dissatisfied and the remaining 16% of respondents are dissatisfied with the availability of service centre.
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TABLE:5 FREQUENCY OF SERVICING Description: Table shows how often the customers used to service their car.
ATTRIBUTES
Once in a year Twice in a year More frequently Not yet Total
NO.OF RESPONDENTS
5 15 30 0 50
10 30 60 0 100
Source: Survey data
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CHART:5 FREQUENCY OF SERVICING Description: Chart shows how often the customers used to service their car.
Interpretation: From the above chart it can be found that 10% of the respondents does the service once in a year, 30% of the respondents does the service twice in a year, and
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60% of the respondents does the service more frequently. There is no one who has not yet done the service till now.
TABLE:6 EASE OF SCHEDULING APPOINTMENT Description: Table shows satisfaction level of customers with ease to schedule the appointment in the service centre.
ATTRIBUTE
Highly satisfied Satisfied Niether satisfied Dissatisfied Highly Dissatisfied Total
NO.OF RESPONDENTS
10 20 16 4 0 50
%OF RESPONDENT
20 40 32 8 0 100
Source: Survey data
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CHART:6 EASE OF SCHEDULING APPOINTMENT Description: Chart shows satisfaction level of customers with ease to schedule the appointment in the service centre.
Interpretation: From the above chart it can be found that 10% of the respondent is highly satisfied with ease of scheduling appointment. 40% of the respondent are satisfied, 32%of respondent are of the opinion they are neither satisfied nor dissatisfied, and
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the remaining 8%of respondents are dissatisfied and does not fell easy to schedule the appointment in the service centre.
TABLE:7 PATIENCE IN LISTENING TO REQUESTS Description: Table shows how patient the service advisers are in listening to the customers.
ATTRIBUTES
Excellent Good Average Poor Very poor Total
NO.OF RESPONDENTS
0 47 2 1 0 50
0 94 4 2 0 100
Source: Survey data
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CHART:7 PATIENCE IN LISTENING TO REQUESTS Description: Chart shows how patient the service advisers are in listening to the customers.
Interpretation: From the above chart it can be found that none of the respondents says excellent for the service advisers patience in listening to the requests, 47
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respondents says that the service advisers patience in listening to the requests is good, 2 respondents says as average, 1 customer says as poor and none of the respondents says as very poor.
TABLE:8 ESTIMATION OF THE DELIVERY TIME Description Table shows how well the service advisers estimate the delivery time. NO.OF RESPONDENTS
0 47 2 1 0 50
ATTRIBUTES
0 94 4 2 0 100
Source: Survey data
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CHART:8 ESTIMATION OF DELIVERY TIME Description: Chart shows how well the service advisers estimate the delivery time.
Interpretation: From the above chart it can be found that none of the respondents says that the service advisers are excellent in estimating the delivery time. 47 respondents
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says as the service advisers are good in estimating the delivery time, 2 respondents says as average and 1 respondent says as poor. None of the respondents said as very poor.
TABLE:9 DELIVERY OF VEHICLE AT THE PROMISED TIME Description: Table shows satisfaction level of customers with regard to whether the delivery of vehicle is at the promised time. NO.OF RESPONDENTS
19 21 9 Neither satisfied Dissatisfied Highly Dissatisfied Total 1 0 50 2 0 100
ATTRIBUTE
Highly satisfied Satisfied
%OF RESPONDENT
38 42 18
Source: Survey data
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CHART:9 DELIVERY OF VEHICLE AT THE PROMISED TIME Description: Chart shows satisfaction level of customers with regard to whether the delivery of vehicle is at the promised time.
Interpretation: From the above chart it can be found that 38% of the respondents are highly satisfied with the delivery of vehicle at promised time 42% of respondents are
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satisfied, 18% are of opinion they are neither satisfied nor dissatisfied and the remaining 2% of respondents are dissatisfied with the delivery of vehicle at the promised time.
TABLE:10 CLEANLINESS OF THE VEHICLE AFTER THE SERVICE Description: Table shows the satisfaction level of the customers with the cleanliness of the vehicle after the service. NO.OF RESPONDENTS
2 44 0 4 0 3
ATTRIBUTES
Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied Total Source: Survey data
4 88 0 8 0 100
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CHART:10 CLEANLINESS OF THE VEHICLE AFTER THE SERVICE Description: Chart shows the satisfaction level of the customers with the cleanliness of the vehicle after the service.
Interpretation: From the chart it can be found that 2 respondents are highly satisfied with the cleanliness of the vehicle after the service and 44 respondents are satisfied with the cleanliness of the vehicle after the service. None of the respondents are of the opinion neither satisfied nor dissatisfied. 4 of the respondents are dissatisfied with the cleanliness of the vehicle after the service. None of the
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respondents are of the opinion that they are highly dissatisfied with the cleanliness of the vehicle after the service.
TABLE:11 AVAILABILITY OF SPARE PARTS, TOOLS AND EQUIPMENTS Description: Table shows satisfaction level of customers with regard to whether the spare parts, tools and equipments are readily available. NO.OF RESPONDENTS
23 16 9 2 0 50
ATTRIBUTES
Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied Total
% OF RESPONDENT
46 32 18 4 0 100
Source: Survey data
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CHART:11 AVAILABILITY OF SPARE PARTS, TOOLS AND EQUIPMENTS Description: Chart shows satisfaction level of customers with regard to whether the spare parts, tools and equipments are readily available.
Interpretation: From the above charts it can be found that 46% of respondents are highly satisfied, 32% of respondent are satisfied, 18% of the respondent are neither satisfied nor dissatisfied and the remaining 4% are dissatisfied with availability of spare parts tools and equipment.
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TABLE:12 COST CHARGED FOR THE SERVICE Description: Table shows the satisfaction level of customers with regard to cost charged for the service by PVS Automobiles service centre. NO.OF RESPONDENTS
0 H.SATISFIED SATISFIED NIETHER SATISFIED NOR DISSATISFIED DISSATISFIED H.DISSATISFIED Source: Survey data 32 12 6 0 0 64 24 12 0
ATTRIBUTES
%OF RESPONDENT
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CHART:12 COST CHARGED FOR THE SERVICE Description: Chart shows the satisfaction level of customers with regard to cost charged for the service by PVS Automobiles service centre.
Interpretation: From the chart it can be found that none of the respondent are highly satisfied,64% of the respondent are satisfied, 24% of the respondent are neither satisfied not dissatisfied, and the remaining 12 are dissatisfied with the cost charged for the service by the PVS automobile service centre.
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TABLE:13 PERIODIC REMINDING CALLS Description: Table shows the satisfaction level of customers with regard to whether periodic reminding calls are done by the service advisers. NO.OF RESPONDENTS
14 24 6 6 0 50
ATTRIBUTE
H.SATISFIED SATISFIED NIETHER SATISFIED NOR DISSATISFIED DISSATISFIED H.DISSATISFIED TOTAL Source: Survey data
%OF RESPONDENT
28 48 12 12 0 100
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CHART:13 PERIODIC REMINDING CALLS Description: Chart shows the satisfaction level of customers with regard to whether periodic reminding calls are done by the service advisers.
Interpretation: From the chart it can be found that 28% of respondents are H.Satisfied, 48% of respondent are satisfied, 12% of respondent of neither satisfied nor dissatisfied and the remaining 12%of respondent are dissatisfied with the periodic reminding calls done by the service advisor.
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TABLE:14 SERVICE ADVISERS OVERALL PERFORMANCE Description: Table shows the rating of the service advisers overall performance. NO.OF RESPONDENTS
4 42 4 0 0 50
ATTRIBUTES
8 84 8 0 0 100
Source: Survey data
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CHART:14 SERVICE ADVISERS OVERALL PERFORMANCE Description: Chart shows the rating of the service advisers overall performance.
Interpretation: From the chart it can be found that 4 respondents are of the opinion that the overall performance of service advisers are excellent. 42 respondents are of the opinion that the overall performance of service advisers are good. 4 respondents says as average. None of the respondents are of the opinion of poor or very poor.
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TABLE:15 OVERALL EXPERIENCE AT PVS AUTOMOBILES Description: Table shows the rating of the overall experience at the PVS Automobiles. NO.OF RESPONDENTS
4 42 3 1 0 50
ATTRIBUTES
8 84 6 2 0 100
Source: Survey data
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CHART:15 OVERALL EXPERIENCE AT PVS AUTOMOBILES Description: Chart shows the rating of the overall experience at the PVS Automobiles.
Interpretation: From the chart it can be found that 4 customers says the overall experience at PVS Automobiles as excellent, 42 customers says as good,3 customers says as average and 1 customer says as poor. None of the customers are of the opinion that the overall experience at PVS Automobiles is very poor.
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5.3
CONCLUSION
The collected data has been analyzed and interpreted here. Tables and charts have been used to make the data more clear. Charts like pie charts and bar diagrams have been used. Further, inferences have been made from the collected data.
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Chapter 6 Conclusion
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6.1
SUMMARY TO THE CONCLUSION
The study has been designed to know the level of satisfaction on after sales service of Mitsubishi vehicles of PVS Automobiles, Calicut. The study reveals that majority of the respondents are satisfied with the services offered by the PVS Automobiles, Calicut. There are some suggestions recommended by the respondents for further improvements in the after sales service offered by the company. The study contains the following chapters: Chapter 1 contains: Introduction to the study, which says about the project topic, objective of the study, the research design used, area and population of the study, etc. Research problem, i.e., to find the level of customer satisfaction level on the after sales service offered to the customers of PVS Automobiles, Calicut. Research Methodology, which gives theoretical description about the research design, sampling technique, sample size, data collection method and period of study. Objectives of the study is all about the primary and secondary objectives. Need and scope of the study, and Limitations of the study.
Chapter 2contains theoretical framework about customer satisfaction. Chapter 3 contains the industry profile, i.e., about the automobile industry. Chapter 4 contains the company profile which is about the PVS Automobiles, Calicut in which the study has been conducted. Chapter 5 contains analysis and interpretation in which an introduction to the analysis has been given followed by the diagrammatic representation of the data and the conclusion to the analysis.
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6.2 FINDINGS
Majority of the respondents own Mitsubishi Lancer. Duration of usage of the Mitsubishi cars by majority of the respondents is within the range of 6monts 2 years. About more than 50% of the respondents are satisfied with the maintenance of their car. With the availability of service centre majority of the respondents are satisfied. Majority of the respondents do their servicing more than twice in a year, i.e., more frequently. Majority of the respondents are satisfied with ease to schedule an appointment in the service centre. The patience of service advisers in listening to the customers requests is rated as good by majority of the respondents. Majority of the respondents says that the service advisers are good in estimating the delivery time. Almost all of the respondents are satisfied with delivery of the vehicle after the service is done at the promised time. Most the respondents are satisfied with the cleanliness of their vehicle returned after the service. Most of the respondents are satisfied with the ready availability of spare parts, tools and equipment. Majority of the respondents are satisfied with the cost charged for the service by the PVS automobile service centre. Majority of the respondents are satisfied with periodic reminding calls from the service advisers. More than three-fourth of the respondents has rated the overall performance of service advisers as good. Overall experience at PVS Automobiles is rated as good by majority of the respondents.
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6.3 SUGGESTIONS
The company can open up a service centre somewhere at the center of Malappuram district which will be beneficial for the customers from Malappuram district with the availability of service centre and to get an appointment easily. The service advisers patience in listening to the customers requests has to be improved to get the opinion as excellent. The company can take better care while estimating the delivery time and can be hard working enough to deliver the vehicle at the promised time. Cleanliness of the vehicle, both inside and outside, can be checked once again by the supervisor before the delivery of the vehicle to the customers so that the customers are fully satisfied. Stock of spare parts, tools and equipments can be maintained so that the customers are satisfied with the availability of it. Cost of the service can be reduced by reducing the cost of the spare parts. Service advisers can take more care to give periodic reminding calls to the customers. Detailed checking and rectifications, if any, can be done before delivering the vehicle in order to improve the opinion about the service advisers overall performance. The company can try to keep in contact with the customers, arrange meetings and get together. Offers and discounts can be introduced on special occasions. Better care and importance can be given to the customers once they become the part of the companys success, since customers are the King and Queen of any market.
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6.4
CONCLUSION
The project entitled Customer satisfaction on after sales service 0f Mitsubishi vehicles with reference to PVS Automobiles, Calicut undertaken by the researcher on behalf of the PVS Automobiles, Calicut would help the dealer to know about the level of customer satisfaction on the after sales services provided. Service being a qualitative factor, the level of satisfaction pertaining to it may vary from time to time in the minds of the customers. The findings reveal that the quality of service operations and the level of satisfaction of the customers where good except for a few and therefore some suggestions have been recommended for betterment.
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QUESTIONNAIRE
Name Gender Age Occupation Address : : : : :
1. Which car do you own? Lancer Cedia Pajero 6Months-2Yrs. Montero 2Yrs-5yrs 2. How many years are you using this car? Below 6 Month 5yrs and above 3. Are you satisfied with maintenance of your car? H.Satisfied Dissatisfied H.Satisfied Dissatisfied Once in a year Not yet 6. Are you satisfied with the ease scheduling appointment in service centers? H.Satisfied Dissatisfied Excellent Excellent H.Satisfied Dissatisfied Satisfied neither satisfied Nor dissatisfied H. Dissatisfied Good Good Satisfied Average Average Poor Poor Very Poor Very Poor Satisfied Niether satisfied nor dissatisfied H. Dissatisfied Satisfied Neither satisfied Nor dissatisfied
4. Are you satisfied with the availability of service centre? H. Dissatisfied twice in a year More frequently
5. How often do you service your car?
7. How is the patience of service advisor listening to customers? 8. How well do the service advisors estimate the delivery time? 9. Are you satisfied with the delivery of vehicle at promised time? Neither satisfied Nor dissatisfied H. Dissatisfied 59
Customer satisfaction on after sales service of PVS Automobiles, Calicut 10. Are you satisfied with the cleanliness of vehicle after the service? H.Satisfied Dissatisfied H.Satisfied Dissatisfied centre? H.Satisfied Dissatisfied H.Satisfied Dissatisfied Excellent Excellent Satisfied Niether satisfied Nor dissatisfied H. Dissatisfied Satisfied Niether satisfied Nor dissatisfied Satisfied Niether satisfied Nor dissatisfied H. Dissatisfied Satisfied Niether satisfied Nor dissatisfied
11. Are you satisfied with the availability of spare parts, tools and equipment? H. Dissatisfied
12. Are you satisfied with the cost charged for the service done by PVS Automobile service
13. Are you satisfied with the periodic reminding calls done by service advisors? H. Dissatisfied Good Good Average Average Poor Poor Very Poor Very Poor
14. How do you rate the service advisors overall performance? 15. How do you rate the overall experience at the PVS Automobiles? 16. Any suggestion:-
Thank You.
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Customer satisfaction on after sales service of PVS Automobiles, Calicut

Customer satisfaction on after sales service of PVS Automobiles, Calicut

1.1 INTRODUCTION TO THE STUDY

Customer satisfaction on after sales service of PVS Automobiles, Calicut

1.2 RESEARCH PROBLEM

Customer satisfaction on after sales service of PVS Automobiles, Calicut

1.3 RESEARCH METHODOLOGY

Customer satisfaction on after sales service of PVS Automobiles, Calicut

Customer satisfaction on after sales service of PVS Automobiles, Calicut

1.4 OBJECTIVES OF THE STUDY

Customer satisfaction on after sales service of PVS Automobiles, Calicut

1.5 NEED AND SCOPE OF THE STUDY

Customer satisfaction on after sales service of PVS Automobiles, Calicut

1.6 LIMITATIONS OF THE STUDY

Customer satisfaction on after sales service of PVS Automobiles, Calicut

Chapter 2 Conceptual Framework

Customer satisfaction on after sales service of PVS Automobiles, Calicut

Customer satisfaction on after sales service of PVS Automobiles, Calicut

Achieving the Highest levels of Customer Satisfaction

Importance of Customer Satisfaction

Customer satisfaction on after sales service of PVS Automobiles, Calicut

Chapter 3 Industry profile

Customer satisfaction on after sales service of PVS Automobiles, Calicut

Customer satisfaction on after sales service of PVS Automobiles, Calicut

Indian Automobile Industry

Customer satisfaction on after sales service of PVS Automobiles, Calicut

Automobile Export Numbers

The Key Factor Behind This Upswing

Customer satisfaction on after sales service of PVS Automobiles, Calicut

Chapter 4 Company profile

Customer satisfaction on after sales service of PVS Automobiles, Calicut

Customer satisfaction on after sales service of PVS Automobiles, Calicut

Customer satisfaction on after sales service of PVS Automobiles, Calicut

Mitsubishi Motors Corporation

Customer satisfaction on after sales service of PVS Automobiles, Calicut

Chapter 5 Analysis and interpretation

Customer satisfaction on after sales service of PVS Automobiles, Calicut

INTRODUCTION TO THE ANALYSIS AND INTERPRETATION

Customer satisfaction on after sales service of PVS Automobiles, Calicut

ANALYSIS AND INTERPRETATION

TABLE : 1 CUSTOMERS AVAILED CAR BRANDS OF PVS AUTOMOBILES

VEHICL NO. OF E RESPONDENTS

Source : Survey data

Customer satisfaction on after sales service of PVS Automobiles, Calicut

CHART:1 CUSTOMERS AVAILED CAR BRANDS OF PVS AUTOMOBILES

Customer satisfaction on after sales service of PVS Automobiles, Calicut

TABLE:2 DURATION OF USAGE THE CAR

48 2 years 5 years 5 years & above Total 10 6 50 20 12 100

Source: Survey data

Customer satisfaction on after sales service of PVS Automobiles, Calicut

CHART:2 DURATION OF USAGE OF THE CAR

Customer satisfaction on after sales service of PVS Automobiles, Calicut

TABLE-3 MAINTAINANCE OF CAR

NIETHER SATISFIED NOT SATISFIED

No. of Respon dent ant

% of Respo ndent ant

No. of Respon dent ant

% of Respond ent ant

LANCE R PAJER O CEDIA MONTE RO

Customer satisfaction on after sales service of PVS Automobiles, Calicut

CHART-3 MAINTAINANCE OF CAR

Customer satisfaction on after sales service of PVS Automobiles, Calicut