Project report onCustomer satisfaction in Aditya motors

Presented By:- swaraj panda Regd. No: 1461301028 Session: 2014-16

Under the Guidance of

External Guide Internal Guide Mr. santosh ku. Tripathy Dr. Madhuchanda mohanty Dy. Sales manager Asst. Professor Aditya motors HR DEPT. (IBCS)

Institute of Business & Computer Studies, Faculty of Management Studies Siksha ‘O’ Anusandhan University, Bhubaneswar

CONTENTS INTRODUCTION OBJECTIVES OF STUDY,SCOPE,LIMITATION METHODOLOGY OF THE STUDY COMPANY PROFILE DATA ANALYSIS & INTERPRETATION FINDINGS SUGGESTIONS CONCLUSION

INTRODUCTION

Customer satisfaction is a concept that more and more companies are putting at the heart of their strategy, but for this to be successful, they’re needs to be clarity about what customer satisfaction means and what needs to happen to drive improvement.

A market survey is an important requirement for initiating any successful business. The objective of a market survey is to collect information on various aspects of the business.

• A market survey is a research technique used to gather consumer preferences and purchase intent of a company's products and services within a geographical area.

• Market surveys are extremely important because companies learn what their customers like and dislike about their products and services.

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OBJECTIVE OF THE STUDY

• To study about the customer satisfaction on the services provided by the dealers.

• To study the opinion of the owners of cars regarding its features like mileage, price etc.

• To study the customer satisfaction with usage of their cars.

SCOPE

The scope of project allows a two way approach to learn about the functioning of Aditya motors, its customer & to analyze it’s after sales services.

LIMITATION• Since the project duration was only two months, time constraint limits the area of

study.• The geographic study is limited to Aditya motors Phulnakhara, cuttack store only 

METHODOLOGY OF THE STUDY

The research was based on a study of a sample, sized 150, using simple random sample selected from the existing customer of Aditya motors.

Date Sources:

 Primary Data:            The data is collected directly from each and every customer. 

Survey Research:The research was done to learn about customers satisfaction in the

Aditya motors customers. secondary dataResearch Tool:

Questionnaire (primary tool)• Sampling Size: Sample size was chosen to be 150.• Sampling Procedure: Simple Random Sampling.

COMPANY PROFILE• Aditya motors is a unit of Aditya car automotives private limited it is promoted by sri

padma charan patra, chairman of aditya group companies. Sri patra is a very well known personality in the field of trade and industry . his only son aditya who is an engineer along with MBA degree from uk is looking after the day to day affairs of business as the managing director.

• Aditya motors was established in the year 2006 in the eastern part of odisha, located beside national highway no-5 near phulnakhara, cuttack

• Aditya motors handles the Mahindra and Mahindra dealership for its passenger as well as commercial range of vehicles. The state of art 3-s facilities (SALES, SERIVICE, SPARES) under one roof of aditya motors is rated as one of the biggest showrooms of the country.

• Aditya motors is one of the dealer of Mahindra range of vehicles since the later part of 2006. The vehicle sale is around 3000 units per annum and the vehicle reporting for servicing 18000 units per annum which prove Aditya motors as a one of the largest dealers of Mahindra in a very short span period.

DATA ANALYSIS1.Satisfaction regarding overall service provider by Aditya MotorFACTORS( RATIN

GS)

NO OF

RESPONDENTS

PERCENTAGE

1-7 10 0

8 30 30

9 40 33

10 70 37

2.Customer’s view regarding the availability of sophisticated tools and techniquesFACTORS NO OF

RESPONDENTS

PERCENTAGE

YES 135 90

NO 15 10

90%

10%

YES NO

30%

33%

37%

1 2 3 4

3.Customers view regarding the cooperation of sale’s people at Aditya Motors

FACTORS NO OF

RESPONDENTS

PERCENTAGE

YES 140 93

NO 10 7

4.Regarding Opening of store on Sunday

FACTORS NO OF

RESPONDENTS

PERCENTAGE

YES 130 97

NO 20 3

93%

7%

YES NO

YES97%

NO3%

5.Delivery of vehicle as per schedule

FACTORS NO OF

RESPONDENTS

PERCENTAGE

YES 145 97

NO 5 3

6.Rating on breakdown road service

FACTORS NO OF

RESPONDENTS

PERCENTAGE

1-7 5 3

8 20 13

9 50 34

10 75 50

YES97%

NO3% 3%

13%

33%

50%

1 2 3 4

7.Complementary service provided by aditya motorsFACTORS NO OF

RESPONDENTS

PERCENTAGE

YES 130 87

NO 20 13

8.Satisfaction regarding concern fulfillmentFACTORS NO OF

RESPONDENTS

PERCENTAGE

YES 140 93

NO 10 7

87%

13%

yes no

93%

7%

yes no

9.Regarding the bill provided by dealerFACTORS NO OF

RESPONDENTS

PERCENTAGE

YES 150 100

NO 0 0

10.Saisfaction regarding intimations through calls for service dueFACTORS NO OF

RESPONDENTS

PERCENTAGE

YES 140 93

NO 10 7

100%

yes no

93%

7%

yes no

11.Satisfaction regarding appointment for service as requestedFACTORS NO OF

RESPONDENTS

PERCENTAGE

YES 140 93

NO 10 7

12.Satisfy regarding cleanliness of the vehicle after serviceFACTORS NO OF

RESPONDENTS

PERCENTAGE

YES 145 97

NO 5 3

93%

7%

yes no

97%

3%

yes no

FINDINGS

• Most of the customers had a good experience of shopping at aditya motors•  • Aditya motors has excellent percentage of customer satisfaction according to the

data shown on the table and interpretation.•  • If we took the satisfaction level of people towards aditya motors it becomes good.•  • Customers are fully satisfied regarding bill providing•  • Most of the customers were over ally satisfied with the service provided by the

aditya motors•  • Customers were also satisfied regarding their vehicles delivered as per the

schedule

SUGGESTION• Some of the customers were suggested that if there is any canteen facilities

for lunch then it will be better for customers.

• Customers were also complained about there should be more spacious lounge for customers to be provided so that will comfortable for the customers.

 • Some customers were also suggest that if Sunday will open the service

station that will helpful for the customers.

CONCLUSION From the above study we come to know that customers

satisfaction in aditya motors . Customers satisfaction level is so high  if the company will emphasize little more efforts towards service then it will be better for the coming period.

THANKYOU