PREFACE

The report is an Integral Part of the Bachelor of Business Administration, Curriculum of

Department of Management, JAGAN INSTITUTE OF MANAGEMENT STUDIES

affiliated to IP University. During the course of training, the researcher is expected to use

and apply his academic knowledge and gain a valuable understanding about the

organization. During the course of my training, I did a comprehensive study of feedbacks

of consumers of ROLLS ROYCE MOTOR CARS LTD. In this report I have put my lines

effort to compile the data with utmost accuracy and give the views to the best of my

judgment.

ACKNOWLEDGEMENT

I owe my sincere thanks and gratitude to Ms Sarita solanki (Project mentor) who inspired

me by her able guidance and was a constant guiding light during the course of project

study. The support and knowledge provided by her has been a great value addition for me

and will go a long way in building a promising career. I would also like to express my

deep and sincere gratitude to Rolls Royce motor car ltd. The project was a great source of

learning and a good experience as it made me aware of the professional culture and

conduct that exists in an organization. And finally I would like to thank god and my

parents who inspired a lot for the completion of the project.

ATUL GARG

Student Declaration

This is to certify that I have completed the Summer Project titled “CONSUMER

SATISFACTION of Rolls Royce” under the guidance of “Ms Sarita Solanki” in partial

fulfillment of the requirement for the award of Degree of Bachelor of Business

Administration at Jagan Institute of Management Studies. This is an original piece of

work & I have not submitted it earlier elsewhere.

ATUL GARG

BBA 3rd semester

Roll no. 03950401712

Executive summary

Automobiles have become an indispensable part of our lives, an extension of the human body that provides us faster and convenient mobility every passing day. Behind this betterment go the efforts of those in the industry, in the form of improvement through technological research.

Rolls-Royce Limited was created over a famous lunch in May 1904. Henry Royce, a successful engineer, struck a deal with Charles Rolls, owner of one of the first car dealerships. The rest is history. The ensuing series of two, three, four and six cylinder cars broke the mould for engineering and craftsmanship. The Silver Ghost, launched in 1907, was a car of legendary smoothness that completed a 14,371 mile virtually non-stop run, creating 'the best car in the world' legend.

As this project is all about Segmentation, Targeting, Positioning it shows the marketing strategy of the company that how it made its car eligible of different countries, condition. Rolls Royce is definitely able to attract today’s generation but there is a huge problem of affordability and different terms and conditions while buying.

TABLE OF CONTENTS

TOPIC PAGE NO.

1) PREFACE

2) ACKNOWLEDGEMENT

3) EXECUTIVE SUMMARY

4) TABLE OF CONTENT

5) CHAPTER -1 : INTRODUCTION

OVERVIEW PROFILE OF THE ORGANIZATION SWOT COMPETITION INFORMATION

6) CHAPTER -2 : OBJECTIVES AND METHODOLOGY SIGNIFICANCE OBJECTIVES SCOPE OF THE STUDY METHODOLOGY

7) CHAPTER -3 : CONCEPTUAL DISCUSSION

8) CHAPTER -4 : DATA ANALYSIS

9) CHAPTER -5 : FINDINGS AND RECOMMENDATIONS

10) BIBLIOGRAPHY

Chapter – 1

INTRODUCTION

OVERVIEW

Rolls-Royce Motor Cars Limited engineers, manufactures and distributes luxury automobiles and automobile parts worldwide. Rolls-Royce Motor Cars Limited is a wholly owned subsidiary of BMW AG established in 1998 after BMW licensed the rights to the Rolls-Royce brand name and logo from Vickers PLC and the acquired the rights to the Spirit of Ecstasy and Rolls-Royce grill shape trademarks from Volkswagen AG. Rolls-Royce Motor Cars Limited operates from purpose built administrative and production facilities opened in 2003 across from the historic Goodwood Circuit in Goodwood, West Sussex, England, and United Kingdom. Rolls-Royce Motors Cars Limited is the exclusive manufacturer of Rolls-Royce branded motor cars since 2003.

Although the Rolls-Royce brand has been in use since 1906, the Rolls-Royce Motor Cars subsidiary of BMW AG has no direct relationship to Rolls-Royce branded vehicles produced prior to 2003. The Bentley Motors Limited subsidiary of Volkswagen AG is the direct successor to Rolls-Royce Motors and the other various predecessor entities that produced Rolls-Royce and Bentley branded cars between the foundation of each company and 2003, when the BMW-controlled entity started producing cars under the Rolls-Royce brand.

The Rolls-Royce Phantom 4-door sedan was the first product offered for sale in 2003. Since then, Rolls-Royce Motor Cars has expanded its product line up to include an extended wheelbase version of the Phantom sedan, a Phantom 2-door coupé and Phantom convertible version and the less expensive Ghost 4-door sedan and Wraith 2-door coupé.

PROFILE OF THE COMPANY

THE BEGNING

Rolls-Royce Limited was created over a famous lunch in May 1904. Henry Royce, a successful engineer, struck a deal with Charles Rolls, owner of one of the first car dealerships. The rest is history. The ensuing series of two, three, four and six cylinder cars broke the mould for engineering and craftsmanship. The Silver Ghost, launched in 1907, was a car of legendary smoothness that completed a 14,371 mile virtually non-stop run, creating 'the best car in the world' legend.

THE FOUNDERS

Charles Rolls studied mechanical engineering at Cambridge. The first undergraduate to own a car, he soon began racing. To fund his passion he set up a dealership, selling mostly foreign cars. His search for a supplier of reliable English cars led to his introduction to Henry Royce.

The first aviator to complete a double-crossing of the English Channel, he was killed in a crash at an air show in July 1910.

Sir Henry Royce Known for his attention to detail and pursuit of perfection, Henry Royce registered his first patent (the bayonet lamp socket) in 1887. His company produced dynamos, electrical motors and cranes.

Dissatisfied with his Decauville, Royce decided to improve on it and turned his attention to building the best cars in the world. By 1903 he had designed and built his first engine. His first prototypes took to the road in 1904.

1920s

The aptly named Rolls-Royce 20 HP, also known as the 'baby' Rolls-Royce, was launched in 1922. Aimed toward owner-drivers it became popular with the burgeoning professional middle classes of doctors, solicitors and businessmen. Its engine was a straight six-cylinder with a capacity of 3,127 cc and had a maximum speed of 62 mph.

In 1925 the Silver Ghost was replaced by the "New Phantom", which was later known as Phantom I. The last batch of Silver Ghosts was built in 1927 as armored car chassis for the Russian Trade Delegation "ARCOS". The Phantom was built both in the UK and in a new factory in Springfield, Massachusetts.

After the war Rolls-Royce resumed car production and opened its first US factory in 1921. The 'R' engine was developed for Britain's entry in the 1929 Intercontinental Schneider Trophy seaplane contest. Royce reputedly sketched its design in the sand at West Wittering with his walking stick. As well as winning the trophy, the engine also set a new world air speed record. This engine developed into the legendary Merlin, which later powered allied aircraft such as the Spitfire and Hurricane.

1930s

The 1930s was the era of broken land, air and sea records. Sir Malcolm Campbell broke the land speed record in Bluebird at 272.46 mph in 1933. In 1937 George Eyston smashed this with 312.2 mph in Thunderbolt, powered by two Rolls-Royce 'R' engines. Sir Henry Segrave broke the world sea record at 119 mph in Miss England II, powered by 'R' engines. Moments later he was killed after colliding with a submerged tree stump.

The Phantom II had a much-improved chassis, which made it the ideal choice for those who thought nothing of finishing work on a Friday and heading down to the South of France for the weekend. Better-known body styles were the Barker close-coupled touring saloon; Park Ward Continental coupe and Barker torpedo tourer. The Park Ward Continental would do 92.3 mph and 0-60 in 19.4 seconds.

The Phantom III was Rolls-Royce's first V12 engine car - a 60 degree unit of 7,340cc. Better known body styles are: Park Ward limousine and sedanca de ville; Hooper sedanca de ville. Performance for Park Ward limousine: 91.84mph and 0-60 in 16.8 seconds.

1940s

World War II shifted focus to aero engines at the Derby Works and a new factory in Crewe, commissioned by the Air Ministry, which became the home of Rolls-Royce in 1946. The war changed the perception of Rolls-Royce from a "brilliant sprat in the ocean of technology" into a world contender in aero propulsion. This was demonstrated with the Gloster Meteor which, powered by Rolls-Royce Derwent V engines, established a new world air speed record of 606 mph.

All the Silver Wraiths had coach-built bodies. They continued in production until 1959 using the 4887cc engine to cope with increasingly heavy bodies such as H.J. Mulliner sedanca de ville and Hooper touring limousine.

The Silver Dawn was the first Rolls-Royce to be sold with a standard steel body and all were exported. A few were fitted with coach-built bodies and these are very collectable. The six-cylinder in-line engine of 4,257cc was enlarged to 4.5-litre in 1951 and then to 4.9-litres in 1954.

1950s

In the second half of the 20th century, Rolls-Royce began their long association with the Royal Family, replacing Daimler as the preferred supplier of motor cars to the monarchy.

In 1950, HRH Princess Elizabeth and the Duke of Edinburgh broke a long-standing royal tradition and took delivery of the first Phantom IV. Designed exclusively for Royalty and Heads of State, the Phantom IV is one of the rarest Rolls-Royce motor cars in the world, with only 18 ever being produced.

1960s

The swinging sixties saw Rolls-Royce appeal to a new breed of owner. With many actors, pop stars and celebrities of the day choosing the marque. Not for the first time, a Rolls-Royce became a star of the silver screen itself.

Introduced in 1965, the Silver Shadow I was the first Rolls-Royce to feature a monocoque chassis. It had a top speed limited to 118 mph and was capable of producing 220BHP at 4,500 rpm.

1970s

The 1970s proved to be a challenging decade for Rolls-Royce. Despite going into receivership and relaunching as two separate companies, Rolls-Royce Limited for the aero division which became Rolls-Royce plc in 1985, and Rolls-Royce Motors Limited for the Motor Car division, many notable models were introduced.

The Camargue was coach-built on a Silver Shadow platform by Mulliner Park Ward with styling by Pininfarina. The first Rolls-Royce designed to metric dimensions, it offers advanced features including automatic split-level air conditioning. The Silver Shadow II improved on the original, with exterior changes, particularly the wrap-around black bumpers and an air dam below the front, and improved handling characteristics.

1980s

British defense company Vickers bought Rolls-Royce Motors Limited in 1980 and continued producing Rolls-Royce and Bentley cars. Renamed Rolls-Royce Motor Cars Limited in 1985, it was floated on the stock exchange.A Rolls-Royce powered car broke the land-speed record again in 1983. Thrust 2, driven by Richard Noble, was powered by a Rolls-Royce Avon 302 jet engine, achieving 633.468 mph.

The Silver Spur added four inches to the Spirit wheelbase. 25 Silver Spur Centenary models were built in 1985, celebrating the 100th anniversary of the motor car in Great Britain. The Silver Spur was also built in limousine form, stretched by up to 42 inches.

1990s

The Corniche shared many styling cues with the Silver Seraph, but used the familiar V8. Thanks to its greater torque, the V8 was felt better suited to the wafting Corniche.

THE PRESENT

The Rolls-Royce headquarters and assembly plant lies in the Sussex Downs at Goodwood,UK. Shaped by the vision of world-renowned architect, Sir Nicholas Grimshaw, the facility inspires everyone who works there and sits sympathetically within the natural beauty of its setting.

The first new Rolls-Royce of the 21st century began with a challenge to build the best car in the world. The result: Phantom. It was followed by Phantom Extended Wheelbase, the less formal Drophead Coupé and the sleek and seductive Phantom Coupé. Spurred on by the inspiring words of their founder, in 2012 Rolls-Royce set themselves the challenge of making the best cars in the world, even better. The result: Phantom Series II.

The launch of Ghost and Ghost Extended Wheelbase marked the next stage in the evolution of the marque. This gave Rolls-Royce two pinnacle product ranges, each of which have a personality of their own, yet share the same powerful presence you expect from Rolls-Royce. To develop and build the most technologically advanced Rolls-Royce motor cars ever also required a significant investment in the workforce and the assembly plant at Goodwood.

SWOT

Strength

 The company employs about 1,000 persons around the world.  Rolls Royce vehicles are sold worldwide. Rolls Royce’s share is increasing rapidly in the market. Rolls Royce has excellent royal branding.

Weakness

Rolls Royce targets only luxury segment of the society which reduces its market share and profit.

It is not easy to buy Rolls Royce due to terms and conditions of the company. It is very expensive car so it is not easy for everyone to buy this car.

Opportunities

 Developing world’s one of the most luxurious cars. Tapping emerging markets across the world . Due to the current economic crisis, many failing automobile companies are

working toward to decrease in size and trying to reduce their losses. If strategically positioned well, Rolls Royce can take advantage of this opportunity.

Fast growing automobile market in poor countries.

Threats

 Government policies for the automobile sector across the world. Intense competition from global automobile brands

COMPETITION INFORMATION

The main competitors of Rolls Royce are-

Lamborghini

Bentley owned by Volkswagen.

Maybach owned by Mercedes Benz.

Aston martin.

Jaguar owned by TATA

The above listed cars are biggest competitors of Rolls Royce and affect is sale adversely of the globe.

This company also manufactures the luxury segment cars and targets the same market as Rolls Royce.

Chapter – 2

OBJECTIVES AND METHODOLOGY

Consumer satisfaction

Customer satisfaction, a term frequently used in marketing is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.

It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. 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

Purpose of consumer satisfaction

Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty.  Customer satisfaction data are among the most frequently collected indicators of market perceptions. Their principal use is twofold:

1. Within organizations, the collection, analysis and dissemination of these data send a message about the importance of tending to customers and ensuring that they have a positive experience with the company’s goods and services.

2. Although sales or market share can indicate how well a firm is performing currently, satisfaction is perhaps the best indicator of how likely it is that the firm’s customers will make further purchases in the future. Much research has focused on the relationship between customer satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes.

Types of consumer satisfaction

Customer satisfaction is a key component of a good business, and the only way to accurately gauge customer satisfaction is using some type of customer satisfaction measurement, often a survey. Surveys allow your business to learn from how the actual customer is experiencing your business, rather than simply relying on what your subjective eyes and ears tell you. Customer satisfaction surveys come in several different shapes and styles, and most companies come up with their own unique way of gauging satisfaction accurately. Satisfaction for an insurance company, for example, may not be the same as satisfaction at a grocery store. The type of business, client list, etc., all change satisfaction results. Yet in general, most surveys fall under two categories:

Direct Transaction Surveys

This type of customer satisfaction survey is immediate, and is designed to gauge how the customer viewed a very specific transaction – namely, the transaction that (hopefully) immediately preceded filling out the survey.  These surveys are not necessarily interested in your overall opinion of the company. They are primarily concerned with your most recent transaction.

Overall Satisfaction Surveys

Sometimes referred to as “relationship surveys,” these surveys are designed to gauge how the customer feels about the company in general, based on a combination of all of their experiences and any additional factors that may affect that result.

Causes of consumer satisfaction

Satisfaction or dissatisfaction of consumers are not easily accessed by the manufacturer or service provider, because it is abstract and intangible. The cause was very much. So it is very difficult to satisfy consumers. But it must still exist efforts to achieve customer satisfaction. Following the identification of the causal factors of customer satisfaction:

Hope

Expectations are formed first before making a purchase. This component is a sought after consumers about the benefits of your products or services in performing their duties. These consumers form expectations based on the experience of the use of such products or services, word of mouth communications, marketing activities of the company.

The results obtained products or services

The results obtained products or services are products or services in carrying out their duties in the reality or perception of it can be said is a measure of consumers in the results achieved by the product or service. Consumer satisfaction is achieved when products

meet or exceed the expectations that consumers want, while dissatisfaction is achieved when the product under the chill of consumer expectations.

Satisfaction or dissatisfaction of buyers affects subsequent behavior. Consumers who are dissatisfied will perform different actions with satisfied customers. Consumers who are dissatisfied will reduce the mismatch by taking some action as a direct protest to the seller, complained to the consumer complaint agency, spreading bad impression to their friends about a product or company or the retailer to ultimately stop the actions of the company’s purchase of products or vendors that concerned.

Effect of Customer Satisfaction on Profitability

Customer satisfaction does have a positive effect on an organization’s profitability. Satisfied customers form the foundation of any successful business as customer satisfaction leads to repeat purchase, brand loyalty, and positive word of mouth. There are numerous studies that have looked at the impact of customer satisfaction on repeat purchase, loyalty and retention. They all convey a similar message in that:

Satisfied customers are most likely to share their experiences with other people to the order of perhaps five or six people. Equally well, dissatisfied customers are more likely to tell another ten people of their unfortunate experience.

Furthermore, it is important to realize that many customers will not complain and this will differ from one industry sector to another.

Lastly, if people believe that dealing with customer satisfaction/complaint is costly, they need to realize that it costs as much as 25 percent more to recruit new customers”.

Effect of Customer Satisfaction on Customer Loyalty

having satisfied customers is not enough, there has to be extremely satisfied customers. This is because customer satisfaction must lead to customer loyalty. Building customer loyalty is not a choice any longer with businesses: it’s the only way of building

sustainable competitive advantage. Building loyalty with key customers has become a core marketing objective shared by key players in all industries catering to business customers. The strategic imperatives for building a loyal customer base are as:

Focus on key customers Proactively generate high level of customer satisfaction with every interaction. Anticipate customer needs and respond to them before the competition does Build

closer ties with customers. Create a value perception.

There is an increasing recognition that the ultimate objective of customer satisfaction measurement should be customer loyalty. High customer satisfaction will result in increased loyalty for the firm and that customers will be less prone to overtures from competition.

Consumer satisfaction Models

OTACE

OTACE stood for On Time above Client Expectations; so right out of the gate, the very name of the surveying process communicates a commitment to excellence. The way OTACE worked is:

1. At the start of a project, the customer picked 3 – 5 project management characteristics that were important to her.  These characteristics were things like quality of deliverables, cost, on time delivery, communication, etc.

2. The customer then ranked the importance of each characteristic on a 1 – 5 scale, with 5 being very important.

3. Once the project has completed (or during the project for longer engagements), the customer scores how you performed on each of the project management characteristics they selected.

4. Now for each characteristic, multiply the score you received by the weighting factor from step #2.

5. Finally, simply divide that total score by the total of all weighting factors for your final satisfaction score (with a 5 being perfect satisfaction).

Unlike any customer satisfaction process I’ve seen in my career, OTACE not only demanded a commitment to quality and excellence, but in return offered explicit data you

could show your customers as to how you were performing, as rated by their peers.  Assuming you was performing well, what a great sales tool.

Objectives of consumer satisfaction

To study the automobile industry. To study the consumer satisfaction on Rolls Royce products. To analyze the causes of consumer dissatisfaction on Rolls royce products

Scope of study

This study will help us to understand customers, preference and their needs expected from the business owners. This study will not only help me as a student but it also assists to know the satisfaction level of the organization.

Methodology of measuring consumer satisfaction

Primary methods

Primary sources are original sources from which the researcher directly collects data that have not been previously collected, e.g., collection of data directly by the researcher on brand awareness, brand preference, brand loyalty and other aspects of consumer behavior from a sample of consumers by interviewing them. Primary data are first-hand information collected through various methods-

Observation-Watching how consumers behave provides many insights, but can leave questions unanswered.   Observation works well in retail markets; sit outside a shop and watch how many people walk by, look at the window display etc.

Postal surveys- Sent to the address of potential customers who complete the form and send back in a pre-paid envelope. Relatively cheap, a postal survey can cover a wide geographical area and avoids the potential for interviewer bias.  However, response rates (the proportion of people sending back a completed survey) are often very low and it can take be a long time before enough surveys are returned.

Telephone interviews-Not to be confused with “telesales” (which is a method of selling), the telephone interview allow quicker feedback than a postal survey.  However, potential customers are often wary of being called and may be reluctant to give anything other than short answers.

Online surveys-Increasingly popular and relatively low cost, online surveys are widely used by small businesses as a way of capturing the views of existing and potential customers

Face-to-face surveys-Personal interviews conducted face-to-face. It is costly, but good way to get detailed insights from an individual.

Limitations of primary methods

1. Large volume of data.2. Huge volume of population.3. Time consuming4. Direct and personal intervention has to be there.5. Raw data.

Secondary methods

Secondary data can be gathered quickly and inexpensively, compared to primary data (data gathered specifically for the problem at hand). Such data are already available and can be obtained much faster and at a fraction of the cost of collecting them again. Secondary data can be collected through various methods-

Accounting Records-The basis for accounting records concerned with sales is the sales invoice. The usual sales invoice has a sizable amount of information on it, which generally includes name of customer, location of customer, items ordered, quantities ordered, quantities shipped, dollar extensions, back orders, discounts allowed, date.

Sales force report-Sales force reports represent a rich and largely untapped potential source of marketing information. The word potential is used because evidence indicates that sales personnel do generally not report valuable marketing information

Databases-A computerized database is a collection of numeric data and/or information thatismade computer readable form for electronic distribution. There are than 3,500databases available from over 550 online service enterprises. Those that areavailable that are useful in bibliographic search, site location, media planning, market planning, forecasting and for many other purposes of interest to marketing researchers.

Associations-Associations frequently publish or maintain detailed information on industry,sales,operating characteristics, growth patterns, and the like. Furthermore, they may conduct special studies of factors relevant to their industry. These materials may be published in the form of annual reports, as part of a regular trade journal, or as special reports. In some cases, they are available only on request from the association. Most

libraries maintain reference works, such as the Encyclopedia of Associations that list the various associations and provide a statement of the scope of their activities.

Government Agencies- Federal, state, and local government agencies produce a massive amount of data that are of relevance to marketers. In this section, the nature of the data produced by the federal government is briefly described. However, the researcher should not overlook state and local government data. There are also a number of specializedanalytic and research agencies, numerous administrative and regulatory agencies, and special committees and reports of the judicial and legislative branches of the government.

Limitations of secondary methods

1. The most important limitation is the available data may not meet, our specific research needs.

2. The available data may not be as accurate as desired.

3. The secondary data are not up-to-date and become obsolete when they appear in print, because of time lag in producing them.

4. Finally information about the whereabouts of sources may not be available to all social scientists.

CHAPTER -4 : DATA ANALYSIS

Data analysis and interpretation

Consumer’s satisfaction from Rolls Royce motors can be evaluated using the following questionnaire:

1. What type of car do you prefer?

1. Luxury carsA. Sports carsB. HatchbackC. SUV

Luxury Sports Hatchback SUV0

2

4

6

8

10

12

14

16Column1

Column1

Interpretation:

This graph represents that 15 like Luxury, 10 likes Sports, 2 likes Hatchback and 3 likes SUV out of 30.

2. What is your perception about Rolls Royce automobile’s product?

A. Very goodB.  GoodC.  AverageD. Bad

Very good Good Average Bad0

5

10

15

20

25

30

Series 1

Series 1

Interpretations:

This graph shows that 25 out of 30 people thinks that Rolls Royce is very good and 5 thinks it’s good.

3. If you are going to be a customer of Rolls Royce cars in future, what will be your expectation?

A. More variety of cars B. More value for moneyC. Improved quality of carD.  Better after-sales service

More variety of cars More value for money Improved quality of car Better after-sales service0

2

4

6

8

10

12

14

16 Series 1

Series 1

Interpretations:

This graph interprets that 15 people wants more variety of cars from Rolls Royce motors while 3 wants more value for money, 5 people wants better quality of cars and 7 expects better after sales services.

4. Which brand according to you is giving the most competition to Hyundai Automobiles in India?

A. BentleyB. LamborghiniC. JaguarD. Astonmartin

Bentley Lamborghini Jaguar Category 40

5

10

15

20

25

Series 1

Series 1

Interpretations:

This graph clearly shows that maximum number of people i.e. 20 thinks that maruti Suzuki gives toughest competition to Hyundai motors and 5 think that Volkswagen is competing with Hyundai motors. 4 people thinks that ford is competing while 1 believes that fiat is giving competition to Hyundai motors.

5. What about the Price of Rolls Royce cars?

A. Highly pricedB.  ModerateC. Avg priceD.  Low price

Highly priced Moderate Avg rice Low rice0

5

10

15

20

25

30

35

Series 1

Series 1

Interpretations:

This graph represents that 30 people believes that prices of Rolls Royce cars are high

6. Do you think that the cars of Rolls Royce are capable to attract today’s generations?

A. YesB.  No C. Cannot say

YES NO CAN'T SAY0

5

10

15

20

25

Interpretations:

This graph clearly indicates that most of the people i.e. 23 out of 30 believes that cars of Rolls royce motors attracts today’s generation while 3 thinks that they are not capable of doing it. There are 4 people who can’t say about this.

7. What is the best thing in Rolls Royce cars?

A. Quality B. Style n designC.  ServiceD.  Price

Quality Style and design Service Price0

2

4

6

8

10

12

14

16

18

20

Interpretations:

This graph shows that 18 people believes Hyundai is all about style and design while 6 appreciates their quality. 4 people likes the services of Rolls oyce motors while 2 believes that its price suits them.

CHAPTER -5 : FINDINGS AND

RECOMMENDATIONS

Suggestions and recommendations

After analyzing the results of our questionnaire we have drawn some suggestions for the Rolls Royce motors to fulfill the expectations of people from them:

A Rolls Royce motor is lacking products in average segment. So they should increase their product line up.

Many people believe that the price of Rolls Royce motors is not up to the mark. So, the company should reduce their price standards

Rolls Royce motors are not known for everyone. Most of the people believe that it’s not affordable.

The company should improve their engines for better fuel economy. People believe that cars of Rolls Royce motors are costlier as compared to their

rivals. So, the company should reduce their prices.

Conclusion

It has been observed that most customers are satisfied with pre sales service. Similarly most of these customers are dissatisfied with price which is the matter of concern for the company. Rolls Royce needs to improve variety. High customer satisfaction level helps the company to retain its existing customer as well as generate new customer through word to mouth publicity. Customer satisfaction survey is a good tool to make improvements in the products and services of the company. And therefore should utilize carefully & kept as Confidential as possible. From the findings and analysis it is clear that Rolls Royce Car is highly preferred when compared to the other brands of car in the same segment.

The other important finding of the research is that the customers are very much satisfied by the company’s product. Most of people are satisfied due to proper behavior of the servicing in charge, service centre owners behavior or the staffs ,or the time taken to service the vehicle, even some people think that whatever the money they have been charged for servicing are very low . Therefore in my point of views the company has awesome customer relationship management functions and also a proper instruction given to the servicing centre managers about their duties.

Bibliography

Magazines and newspapers

Autocar Magazine The Times of India newspaper Hindustan Times Discovery Turbo

Websites

www.zigwheels.com http://www.rolls-roycemotorcars.com/

www.google.com