summer internship project report on nissan

Research Topic :

Customer Satisfaction

Towards Nissan Motors India Pvt Ltd

By : Mayank PatelSubject : S.I.PClass : MBA (Marketing Management)Roll number : 16

Table Of ContentsChapter Number Description

Chapter 1 Introduction

Chapter 2 Literature Review

Chapter 3 Research Methodology

Chapter 4 Data Analysis And Interpretations

Chapter 5 Findings

Chapter 6 Conclusion

Chapter : 1 Introduction

1

Chapter : 2 Literature Review

• Happy with Nissan’ Customer Service Campaign Enters Third Season• --Business Wire India May 13, 2015

Chapter 3 : Research Methodology

Chapter 3 :

Scaling Technique


Research Design

Chapter 4 : Data Analysis & Interpretations

Reliability Test

Cronbach's Alpha N of Items

.839 19

Interpretation :

If it goes above 0.7 then it is reliable.

Frequency Distribution. (1) Occupation

Interpretation: Majority respondents are self employed that is 27,13 respondents are students and only 9 respondents belongs to other categories.

Frequency Percent Valid Percent Cumulative

Percent

Valid

Student 9 18.4 18.4 18.4

Self

employed

27 55.1 55.1 73.5

Others 13 26.5 26.5 100.0

Total 49 100.0 100.0



Frequency Distribution. (2) Gender

Interpretation: Majority respondents are males that is 39 and only 10 respondents are females.


Percent

Valid

Male 39 79.6 79.6 79.6

Female 10 20.4 20.4 100.0

Total 49 100.0 100.0


Frequency Distribution. (3) Car Model

Interpretation: majority respondents owe Nissan Micra 25 then seconds comes Sunny that is 20 then third comes other variant of Nissan that is 3 and the last which is Terrano that sums up to 1.

Frequen

cy

Percent Valid Percent Cumulative

Percent

Valid

Nissan Micra 25 51.0 51.0 51.0

Sunny 20 40.8 40.8 91.8

Terrano 1 2.0 2.0 93.9

Any other

Nissan variant

3 6.1 6.1 100.0

Total 49 100.0 100.0


Freq. (4) How long you have been using

Interpretation: 21 respondents owe Nissan car from 2-3 years then seconds comes 14 respondents who owes Nissan car from more than 3 years then third 10 respondents who owes Nissan car from 1-2 years and lastly there are 4 respondents who owes Nissan car from less than a year.

Frequen

cy

Percent Valid Percent Cumulative Percent

Valid

Less than 1

year

4 8.2 8.2 8.2

1-2 years 10 20.4 20.4 28.6

2-3 years 21 42.9 42.9 71.4

More than 3

years

14 28.6 28.6 100.0

Total 49 100.0 100.0


Frequency.D (5) Delivery Time

Interpretation: 47 respondents says that delivery of car was done on time and the rest 2 respondents says that delivery of car was not done on time.

6. Satisfaction of variant of own


Percent

Valid

Yes 48 98.0 98.0 98.0

No 1 2.0 2.0 100.0

Total 49 100.0 100.0


(6) Satisfaction Of variant of own

Interpretation: 48 respondents say that they are satisfied from the variant that they own and the rest which is 1, is not satisfied with the variant.

6. Satisfaction of variant of own


Percent

Valid

Yes 48 98.0 98.0 98.0

No 1 2.0 2.0 100.0

Total 49 100.0 100.0


(7) Staff Satisfaction

7. Staff SatisfactionFrequency Percent Valid Percent Cumulative

Percent

Valid

No 2 4.1 4.1 4.1

Yes 47 95.9 95.9 100.0

Total 49 100.0 100.0

Interpretation: 47 respondents, says that they are satisfied with with staff working at Nissan while 2 respondents says that they are not satisfied with the staff working at Nissan.


(8) Staff Knowledge

Interpretations:43 respondents says yes that the staff working at Nissan has proper knowledge while 4 respondents says no the staff working at Nissan does not has proper knowledge and the 2 respondents say that they don’t know whether the staff working at Nissan has proper knowledge or not.

8. Staff KnowledgeFrequency Percent Valid Percent Cumulative

Percent

Valid

Dont Know 2 4.1 4.1 4.1

Yes 43 87.8 87.8 91.8No 4 8.2 8.2 100.0Total 49 100.0 100.0

Chapter 4

(9)Know Initially Of Brand or Car

Interpretations:34 respondents ,says yes came to know for initially buying the car of this brand or from the dealer from Advertisement , 4 respondents from referral ,1 from location , 1 from SMS , 1 from Tele-in , 3 from Walk-in , 3 from Replace and 3 from corporate.

9. Know Initially Of Brand Or Car


Percent

Valid

Advertisment 34 69.4 69.4 69.4

Referral 4 8.2 8.2 77.6

Location 1 2.0 2.0 79.6

SMS 1 2.0 2.0 81.6

Tele-in 1 2.0 2.0 83.7

Walk-in 3 6.1 6.1 89.8

Replace 2 4.1 4.1 93.9

Corporate 3 6.1 6.1 100.0

Total 49 100.0 100.0

Chapter 4

Descriptive Question : Please rate Nissan against each attribute , if you can.

Interpretations:The mean are less than 3 so it can be concluded that all the customers are very satisfied with the characteristics of the car. Here majority customers are very satisfied with maintenance, space and power.

Characteristics Very Satisfied

Satisfied Neutral Dissatisified

Very Dissatsfied

1.Shape2.Technology3.Price4.Finance Scheme5.Brand Image6.Interiors7.Comfort8.Power9.Space 10.Maintenance

N Mean

(Shape) 49 1.9592

(Tech.) 49 1.8980

(Price) 49 1.8776

(Finance Scheme) 49 1.8367

(Brand Img) 49 1.7959

(Interiors) 49 1.6735

(Comfort) 49 1.6531

(Power) 49 1.5918

(Space) 49 1.5510

(Maintenance) 49 1.4898

Chapter 4

Descriptive Question : Customer Satisfaction Towards The Dealership

Interpretations: The customers are very satisfied with the characteristics of the car. Here majority customers are very satisfied with Satisfaction level regarding information clarity about the car provided , Satisfaction level regarding the products and services offered and Satisfaction level with the extra benefits provided by the dealer/sales person.

Questions Very Satisfied

Satisfied Neutral Dissatisfied

Very Dissatisfied

1.Ease of contacting the person who is attending you at Nissan.

2.Concerns were heard

3.Time taken for resolution

4.Satisfaction level regarding information clarity about the car provided.5.Satisfaction level regarding the products and services offered

6.Satisfaction level regarding calls for periodic car servicing

7.Satisfaction level regarding post follow up for after servicing of car.

8.Satisfaction level with the extra benefits provided by the dealer/sales person?9.Satisfaction level with the finance service provided at Nissan?

N Mean

(Ease) 49 2.1837

( Concerns) 49 2.0816

( Resolution) 49 2.0204

(Info. Clarity) 49 1.9388

(Prod & Service) 49 1.8980

(Periodic Calls) 49 1.7959

(Post follow up) 49 1.7959

(Extra benefits) 49 1.7959

(Finance) 49 1.6735

Chapter 4

Descriptive Question : Customer Satisfaction Towards The Car

Interpretations: The customers are very satisfied with the characteristics of the car. Here majority customers are very satisfied with Satisfaction level regarding information clarity about the car provided , Satisfaction level regarding the products and services offered and Satisfaction level with the extra benefits provided by the dealer/sales person.

Questions 1.Very Satisfied

2.Satisfied

3.Neutral

4.Dissatisfied

5.Very Dissatisfied

1.Satisfaction level towards the fuel consumption of your car.

2. Satisfaction level with safety and comfort of your car.

3. Satisfaction level with the maintenance cost of your car.

4.Overall purchase experience.

N Mean

Fuel consumption

49 1.8571

Safety & Comfort

49 1.7959

Maintenance

49 1.6735

Purchase experience

49 1.6531

Chapter 4

Descriptive Question : Based on your overall experience would you like to purchase another vehicle of this brand/dealer or if you have to replace within a year? (please put a tick mark)

Interpretations:Most of the customers are ready to purchase another vehicle of this brand .

1.Probably would 2.Probably

not

3.Definatel

y

4.Definately

Not

Descriptive Statistics

N Mean

Replace vehicle in

case

49 1.3673

Valid N (listwise) 49

Chapter 4

Descriptive Question : Overall, how comfortable were you with the way the dealership worked with you to determine the final price or monthly payments for your new vehicle? ( please put a tick mark )

Interpretations:Mostly customers are extremely comfortable with the way of dealership worked with them to determine the final price or monthly payments for their new vehicle.

1.Extermely

Comfortable

2.Very

Comfortable

3.Neutral 4.Somewhat

Uncomfortable

5.Very

Uncomfortabl

e

Descriptive Statistics

N Mean

Dealership comfort

level

49 1.9592

Valid N (listwise) 49

Chapter 4

Descriptive Question : Your overall Satisfaction Level about Nissan? ( please put a tick mark )

Interpretations:Mostly customers has , towards good to very good satisfaction level about Nissan.

1.Good 2.Very Good 3.Average 4. Bad Descriptive Statistics

N Mean

Overall Satisfaction49 1.6939

Valid N 49

Chapter 4

CHI SQUARE Question : Staff working satisfaction with staff knowledge.

Interpretations:Significant value is 0.000 which is < 0.05 so I reject H01 and accept H11, also conclude that there is association between staff working satisfaction and staff knowledge.

Value df Asymp. Sig.

(2-sided)

Pearson Chi-Square 23.457a 3 .000

Likelihood Ratio 11.167 3 .011

Linear-by-Linear Association10.696 1 .001

N of Valid Cases 49

H01: there is no association between staff working satisfaction and staff knowledge. H11: there is association between staff working satisfaction and staff knowledge.

Chapter 4

ANOVA Question :The model you own and its price

Interpretations: Significant value is .031 which is < 0.05 so I reject H01and accept H11, also conclude that there is a significance impact of price on model group. Also Nissan Micra has more impact on the price model you own.

Mean

Nissan Micra 2.1200

Sunny 1.6500

Terrano 1.0000

Any other Nissan variant 1.6667

Total 1.8776

H01: there is no significance impact of price on model group H11: there is a significance impact of price on model group

Chapter 4

ANOVA Question :The comfort of car with the type of model you own

Interpretations: Significant value is 0.003 which is < 0.05 so I reject H02 and accept H12 , also conclude that there is sig impact of comfort on model group. Also it is shows that Nissan Micra car has more comfort on the basis of variant owned.

H02: there is no significance impact of comfort on model group H12: there is a significance impact of comfort on model group

Sum of

Squares

df Mean

Square

F Sig.

Between

Groups

6.266 3 2.089 5.263 .003

Within

Groups

17.857 45 .397

Total 24.122 48

Mean

Nissan Micra 1.8800

Sunny 1.1500

Terrano 1.0000

Any other Nissan variant 1.6667

Total 1.5510

Chapter 4

ANOVA Question : The space of car you get with total price of the car

Interpretations: Significant value is 0.00 which is < 0.05 so I reject H03 and accept H13 , also conclude that there is significance impact of space on model group. Also it shows that customers are satisfied with the comfort of their variant’s price they bought in.

H03: there is no significance impact of space on price groupH13: there is a significance impact of comfort on model group

Sum of

Squares

Df Mean

Square

F Sig.

Between

Groups

5.028 3 1.676 8.183 .000

Within Groups9.217 45 .205

Total 14.245 48

Mean

Very Satisfied 1.0769

Satisfied 1.6897

Neutral 1.4286

Total 1.4898

Chapter 4

ANOVA Question : If the staff working is satisfactory were the concerns concerned

Interpretations: Significant value is 0.031 which is < 0.05 so I reject H04 and accept H14, also conclude that there is significance impact of concerns on staff working satisfaction. Also it shows that Customers says yes that the staff working is satisfactory and their concerns were concerned.

H04: there is no significance impact of concerns on staff working satisfaction H14: there is a significance impact of concerns on staff working satisfaction

Sum of

Squares

Df Mean

Square

F Sig.

Between

Groups

2.532 1 2.532 4.968 .031

Within

Groups

23.957 47 .510

Total 26.490 48

Mean

No3.0000

Yes1.8511

Total1.8980

Chapter 4

Question : If the staff has proper knowledge the concerns can be heard and reacted accordingly

Interpretations: Significant value is 0.008 which is < 0.05 so I reject H05 and accept H15, also conclude that there is a significance impact of concerns on staff knowledge. Also it shows in descriptive table that the mean is 1.7674 = Yes which means, customers says yes the staff has proper knowledge the concerns can be heard and reacted accordingly.

H05: there is no significance impact of concerns on staff knowledge. H15: there is a significance impact of concerns on staff knowledge.

Sum of

Squares

Df Mean

Square

F Sig.

Between

Groups

6.065 3 2.022 4.455 .008


Total 26.490 48

Mean

No 2.7500

Yes 1.7674

Dont Know 3.0000

Total 1.8980

Chapter 4

Question : If staff has proper knowledge then time taken for resolution would be satisfactory

Interpretations: Significant value is 0.004 which is < 0.05 so I reject H06 and accept H16, also conclude that there is a significance impact of time taken for resolution on staff knowledge. Also it shows that in descriptive table the mean is 1.8864 = Yes which means the customers says yes the staff has proper knowledge then time taken for resolution would be satisfactory.

H06: there is no significance impact of time taken for resolution on staff knowledge. H16: there is a significance impact of time taken for resolution on staff knowledge.

Sum of

Squares

Df Mean

Square

F Sig.

Between

Groups

7.811 3 2.604 5.057 .004

Within

Groups

23.169 45 .515

Total30.980 48

Mean

No3.2500

Yes1.8864

Dont Know3.0000

Total2.0204

Chapter 4

Question : If the staff has proper knowledge then satisfaction level regarding information clarity about the car would be satisfactory.

Interpretations: Significant value is 0.010 which is < 0.05 so I reject H07 and accept H17, also conclude that there is a significance impact of Satisfaction level regarding information clarity about the car provided with staff knowledge. Also it shows that in descriptive table that the mean is 1.7045 = Yes which means that the customers say yes the staff has proper knowledge that’s why satisfaction level

regarding information clarity about the car is satisfactory.

H07: there is no significance impact of Satisfaction level regarding information clarity about the car provided with staff knowledge H17: there is a significance impact of Satisfaction level regarding information clarity about the car provided with staff knowledge

Sum of

Squares

Df Mean

Square

F Sig.

Between

Groups

5.767 3 1.922 4.284 .010


Total 25.959 48

Mean

No 2.7500

Yes 1.7045

Dont Know 2.0000

Total 1.7959

Chapter 4

Question : If the staff has proper knowledge then the finance service would be provided to according to customer need at Nissan

Interpretations: Significant value is 0.016 which is < 0.05 so I reject H08 and accept H18, also conclude that there is a significance impact of Satisfaction level with the finance service provided at Nissan with staff knowledge. Also it shows that in descriptive table the 1.9545 = yes , the customers says yes the staff has proper knowledge that’s why the finance service provided according to customers need at Nissan.

H08 : there is no sig impact of Satisfaction level with the finance service provided at Nissan with staff knowledge. H18: there is a sig impact of Satisfaction level with the finance service provided at Nissan with staff knowledge.

Sum of

Squares

Df Mean

Square

F Sig.

Between

Groups

3.026 3 1.009 3.849 .016

Within

Groups

11.791 45 .262

Total 14.816 48

Mean

No 1.5000

Yes 1.9545

Dont Know 3.0000

Total 1.9388

Chapter 4

REGRESSION

Interpretations: 35% variance is explained by from model summary table, we can see that the value of R (coefficient of correlation) equals 0.593 and the value of R square is equivalent to 0.352 indicating that 35.00% of the variance in dependent variable (i.e. Characteristics) explained by two independent variables (i.e. Space and Maintenance ).

Mean Std. Deviation N

Cust_sat_Dealer 1.9093 .38999 49

(Shape) 1.7959 .57661 49

(Tech) 1.5918 .53690 49

(Price) 1.8776 .63353 49

(Finance Scheme) 1.9592 .61098 49

(Brand Img) 1.6735 .62543 49

(Interior) 1.8980 .62065 49

(Comfort) 1.5510 .70891 49

(Power) 1.6531 .72316 49

(Space) 1.4898 .54476 49

(maintenance) 1.8367 .68760 49

Mode

l

R R Square Adjusted R

Square

Std. Error of the

Estimate

1 .593a .352 .181 .35293

Chapter 4 Multivariate

Mean Std. Deviation N

Replace vehicle in case 1.3673 .78246 49

(Ease) 1.6735 .59118 49

(Concerns) 1.8980 .74288 49

(Resolution) 2.0204 .80337 49

(Info Clarity) 1.7959 .73540 49

(Prod & Service) 1.7959 .53927 49

(Periodic Calls) 1.7959 .64484 49

(Post Follow Up) 2.1837 .72668 49

(Extra benefits) 2.0816 .67196 49

(Finance Service) 1.9388 .55558 49

Model Summary

Model R R Square Adjusted R

Square

Std. Error of

the Estimate

1 .549a .301 .140 .72575

a. Predictors: (Constant), Satisfaction towards Dealership

REGRESSION

Chapter 4

REGRESSION

Interpretations: Here in this table 30% variance is explained by from model summary table, we can see that the value of R (coefficient of correlation) equals 0.549 and the value of R square is equivalent to 0.301 indicating that 30.00% of the variance in dependent variable (i.e. Overall experience like to purchase another vehicle) explained by three independent variables (i.e. extra benefits, post

follow up and Concers).

ModelUnstandardized

Coefficients

Standardized

Coefficients

B Std. Error Beta t Sig. VIF

(Constant) 1.732 .626

(Ease) -.483 .273 -.365 -1.770 .085 2.368

(Concerns) .593 .331 .563 1.788 .082 5.525

(Resolution) -.084 .314 -.086 -.268 .790 5.799

(Info Clarity) .127 .208 .119 .610 .546 2.133

(Prod & Service) .148 .246 .102 .601 .551 1.599

(Periodic Calls) .225 .174 .186 1.297 .202 1.145

(Post Follow Up) -.324 .155 -.301 -2.094 .043 1.154

(Extra benefits) -.381 .178 -.327 -2.139 .039 1.302

(Finance Service) .047 .217 .033 .215 .831 1.323

Chapter 5 : Findings

Chapter 6 : Conclusion

So, after all the survey, data analysis and findings I found out some concrete conclusion about Nissan Motors India Private Limited and hence I conclude that a Nissan car provides comforts in all their models .Yet, an affordable price. Nissan revolution in Design, Advanced Intuitive Technology , State of-the-art connective services and above all –IT IS A DYNAMIC RIDE & HANDLING – putting the driver in Total control .There is nothing like a Nissan to make a statement to say “You have arrived”.

Thank You

summer internship project report on nissan

Education

interpretations chapter

research methodology

introduction chapter

findings chapter

nissan car

variant of nissan

nissan variant

literature review chapter