A

PROJECT REPORT ON

STUDY OF AFTER SALES SERVICES

UNDERTAKEN AT

PRN JCB
(HUBLI)

Submitted By:
RAKESH R SULAKE
ID: 16MBA

Guided By:
ANUP KUMAR

MBA PROGRAMME
(Year 2016-18)

SHRIMAD RAJCHANDRA INSTITUTE OF

MANAGEMENT AND COMPUTER
APPLICATION
 DECLARATION

I the undersign Mr. Rakesh R sulake declare that this summer project
report entitled Study of after sales services at PRN JCB., HUBLI is the
result of my own work for the fulfillment of the award of degree of Master of
Business Administration and has not been previously submitted to any other
University or Institute for any other examination and any other purpose by
any other person.

I further declare that the personal data and information received from
any respondent during survey has not been shared with any one and is used
for academic purpose only.

Date: Mr. RAKESH R SULAKE

(06 MBA 60)
 ACKNOWLEDGEMENT

Achieving anything isn't impossible but difficult without the help of other.
Each and every person needs someone who can help him to move on a right
track towards their goal and give them proper guideline to get successful in
him/her life by achieving their goals. None other than our teacher does this from
several years. They are who taught us from the very beginning how to tackle
different situation. It is because of their help that I was able to do my project
work.

First of all I would like to express my deeps serve of gratitude to the teacher and
my primary project guide Mrs. PRABHA HIREMATH, because without her help I
could not have done my work in academically proper manner. She was always
there to provide me with all kind of help I needed in doing my project. His
intelligence and knowledge in marketing field was really great help for me in my
project.. I would like to thank Dr. Shrinivas Patil, Director, Institute of Excellence
in Management Science, Tarihal Hubli, For making available all facilities in
fulfilling the requirement for the research work

I would like to thank Mr. Naik, Branch manager of PRN JCB for allowing
me to undergo training in Empire motors.
Mr. ANUP KUMAR Service Advisor of the Empire Motors who provide me and
explain me about the important things related to the after sales services of PRN
JCB. I would also like to thank all the person of staff who helps me at whenever I
went to them for their help. I would like to thank all my friends who directly or
indirectly help me by showing his or her interest in conducting my project..
 I am thankful to all the respondents for their co-operation and kind behavior
for my project as without their willingness and supports, my project would have
not been completed and also thank all of them spearing valuable time for giving
response.

I would also like to thank my parents and other family member for their
hard support by encouraging me in the preparation and completion of this
project.

Hats-off To All the Respondents!!!

 EXECUTIVE SUMMARY

PURPOSE

There has been dramatic modification in construction industry people

use different types of earthmoving equipment for their different preferences
like safety, speed, reliability, quality of work, accuracy etc. Companies are
now faced with an increasing number of tactical options that must be
efficiently and effectively applied to an increasing number of product
variations for the other company.
Companies can outperform competition only if they can go about winning
customer by meeting & satisfying customer needs. So, customers
satisfaction after sales & before sales is become important for any particular
company.
This research completely highlight on customer satisfaction in term of
after sales service offered by PRN JCB. HUBLI as it is essential for every
company to check practically that customers are whether satisfied or not with
workshop services.
Typically the underlying message of this after sales service is to suggest that
using the after sales service will help to raise customers satisfaction & also
repeat sales of Empire Motors Navsari.

DESIGN / METHODOLOGY / APPROACH

This is carried out using quantitative survey of 50 respondents in HUBLI

region. Respondent who come for service of his 2nd time every 3rd customer
was contacted to fill up the questionnaire.
VALIDITY
Since, probability sampling is not used the result cannot be generalized to
the population of HUBLI.

The findings of this study can be summed up as below:

90 % of respondents service their vehicle at certain WORK

88.46 % of respondents get their vehicle by time promised

for delivery.

63.8 % of respondents problems resolved at first time only.

10.8 % of respondent say different problems develop while service
vehicle.

70.8 % of respondents are not satisfied with PRN JCB due to
expensive service charges.

In delivery, paper work, commitment, improve ness, mechanics,
commitment, over all experience, recommend,
brand customer are near to agree.

In facilities and solution provide by a PRN JCB customer are
neutral.

The recommendation of this study can be summed up as below:

PRN JCB should increase the number of incentives provide to the
customer i.e. discount to overcome expensive
service charges.

Satisfied customer will continue to purchase again in the future but
dissatisfied will stop purchasing from PRN JCB & are
 likely to spreads the word among friends. So PRN JCB must work to
satisfy the customer who have not visit an PRN JCB service center
after competition of free services.

Before introduce any new facilities in after sales service PRN JCB
should meet existing customer & ask for their opinions.

PRN JCB even think about to run award programs to recognize

the best performing & outstanding employees.

PRN JCB have to think carefully on its labors charges price cut off
will enable a huge market share & it will force the
customer's to switch off to other service provider.

Make your customer

The center of your culture!!!
PHILIP KOTLER
 TABLE OF CONTENTS

Sr. Topic Page

No. No.
1.0 Introduction
1.1 Industry profile
1.2 Company profile
1.3 Literature Review
2.0 Research Methodology
2.1 Objectives
2.2 Process
 2.3 Limitation Of Research
3.0 Data Analysis & Interpretation

4.1 Finding & Conclusion

Recommendations
Marketing Implication
Bibliography Appendix
MARKETING MANTRA
. FOR THE ECONOMY!

It is no longer enough
to satisfy customers.
You must delight them

*Courtesy: Philip Kotler, Marketing Management (11 th

Edition) page no. 58 Pearson Education, New Delhi.
 CHAPTER 1: INTRODUCATION

1.1 Industry profile.

EARTHMOVING INDUSTRY

The crawler/wheeled/compact loaders segment is estimated to account for nearly one-third of the
overall earth moving equipment market share during the forecast period

Among product types, the crawler/wheeled/compact loaders segment is estimated to account for a major
share and dominate the earth moving equipment market over the projected period. The segment is
estimated to gain 90 basis points between 2017 and 2025, owing to China remaining the biggest market
for wheeled loaders as the country accounts for the largest share of the earth moving equipment market.
The segment is estimated to create 2x incremental opportunity than that of the mini excavators segment
between 2017 and 2025. The crawler/wheeled/compact loaders segment is expected to create a total
incremental opportunity close to US$ 15 Bn between 2017 and 2025. The segment is projected to reach
a market value of more than US$ 65 Bn by 2025 end, expanding at a CAGR of 7.2%. The
crawler/wheeled/compact loaders segment is estimated to be an attractive segment in terms of market
share owing to the increasing demand from the construction industry in Asia Pacific.

Industry Overview

Increased usage of earth moving equipment in construction activities is driving the growth of the sector.
Lets take a look at this market in India.

The global heavy construction equipment industry is projected to grow at a CAGR of 6.80 per cent from
2015 to 2020 of which the heavy earthmoving equipment is the fastest growing segment across the
globe and India is no exception here.

Large investments in urban and rural infrastructure, such as the building of IT parks, shopping malls,
highway networks, residential areas, roads, ports and irrigation systems is driving the demand for heavy
earth moving and material handling equipment industry in the country.

Market Overview
The Indian construction equipment sector is made up of five main segments, namely, earth moving
equipment, road construction equipment, concrete equipment, material handling equipment, and
material processing equipment. Out of the five, heavy earth moving equipment and road construction
equipment segment accounts for close to 70 per cent of India's construction equipment market. In fact,
the earth moving equipment industry is the fastest growing segment in the heavy construction
equipment market not only in India but across the globe.

Coming to the definition of earth moving equipment, then they are generally referred to as heavy
equipment or heavy-duty vehicles designed especially for executing construction operation which
mostly involves earthwork operation. They are most commonly used in the construction industry to
move large amounts of earth or to dig foundations and landscape areas.
The heavy earth moving equipment operate through the mechanical advantage of a simple machine
where the ratio between input forces applied and force exerted is multiplied. They mostly use hydraulic
drives as a primary source of motion.

On the basis of operations performed by the various machines in the segment, the earth moving
equipment industry can be bifurcated into excavators (compact excavator, dredging, dragline excavator,
front shovel and others), loaders (skip loader and wheel loader), backhoe loaders, construction tractors
and others (grader, scraper, track loader and material handler etc). Out of all, backhoe loaders account
for 65 per cent of heavy earth moving equipment segment.

As a matter of fact, India is the second largest market for backhoe loaders in the world. The market for
backhoes is spreading eastwards, largely due to the way in which India is making progress in the
infrastructure segment. Backhoe loader segment is perhaps the only one in India amongst heavy
construction equipment that has reached a stage of maturity.

With the continuously changing operating conditions, it is becoming essential for the manufacturers and
service providers to continually invest in research and development activities and come up with
innovative solutions in the heavy earth moving equipment segment.

Future Market Trends

Increased usage of earth moving equipment in construction activities is imperative to help drive the
growth of the industry in the long term. There are clear benefits of using earth moving equipment over
manual labour and traditional methods like improved quality, timeliness, better project financials and
safety.

As a result, the heavy earth moving and material handling equipment segment is projected to grow at
the CAGR of 8.42 per cent from 2015 to 2020. It is believed that the key players in the segment will
implement different strategies such as expansions, agreements, contracts, joint ventures and
partnerships to garner a larger share in the market. Further, the leading heavy earth moving equipment
providers in the country will also focus on countries with emerging markets that are likely to show
potential for industrial development in the near future.

Some fact of Indian automobile industry

The Indian Construction Industry an integral part of our national economy. The
construction sector employs approximately 31 million people, accounts for some 6-
8% GDP and after agriculture is the largest employment sector in the country. The
construction industry has been growing at 9-11% per day

The total market value of commercial and real estate schemes currently under
construction in India is approx US$44 billion.

Development of infrastructure generally supports growth within the commercial

sectors and it has been estimated that India needs to spend almost US$ 1 trillion in
the next few years (2012-2017) to meet the infrastructure requirements. The
government plans to source these fund from combinations of Public Private
partnership (PPP), public investments, and exclusive private investment.

Labour cost are also increasing and there is currently a shortage of high skilled
labour in key city location.
 Construction Equipment As per the study conducted by the confederation of
India Industry (CII) and The Indian Earthmoving, Construction Industry
Association Ltd. (IECIAL), the ECE industry has the potential to grow fivefold
from US$ 12-13 billion by 2015, growing at rate of 24%. 200 companies are
working in this field.
Employment in construction materials and building hardware are as follows

INDIAN AUTOMOBILE INDUSTRY GROWTH

The passenger car and motorcycle segment in Indian auto

Industry is growing by 8-9 per cent.

Facts & Figures

India, in auto sector, is turning to be a sourcing base for the global auto
majors. The passenger car and the motorcycle segment is set to grow by 8-9
per cent in coming couple of years, says the ICRA report. The industry is likely
to maintain the growth momentum picked up in 2002-03.

The ICRA's analysis points on the auto sector that the passenger car
market in the country was inching towards cars with higher displacements.
The sports-utility-vehicle (SUV) that was getting
crowded everyday, would witness intense competition as many SUVs had
been competitively priced, the report said.
Honda, Suzuki, General Motors and Hyundai, the global automakers had
already launched their premium SUVs in the market to broaden their portfolio
and create product excitement in the segment estimated at about 10,000 units
annually.
The commercial vehicles are likely to grow at a CAGR of 5.2 per cent.
Heavy commercial vehicles market would rise at 5.5 per cent and sales of light
buses and trucks would achieve 4.7 per cent growth. For the tractors, the
report predicts a growth at 4.6 per cent.

Indian Auto Market Growth for the year 2005-06

The domestic automobile industry sales grew 12.8 per cent at 89,
10,224 units as against 78, 97,629 units in 2004-05.
The automotive industry crossed a landmark with total vehicle
production of 10 million units.
According to the Society of Indian Automobile Manufacturers (SIAM),
car sales was 8, 82,094 units against 8, 20,179 units in 2004-05.

The growth of domestic passenger car market was 7.5 per

cent
Car exports stood at 1, 70,193 units against 1, 60,670 units in 2004-
05.
The two-wheeler segment, the market grew by 13.6 per cent with 70,
56,317 units against 62, 09,765 units in 2004-05.
Motorcycles had the upward march, 17.1 per cent in domestic market
touching 58, 15,417 units against 49, 64,753 units in 2004-05.

Scooter segment grew by 1.5 per cent, fall at 9, 08,159 units against
9, 22,428 units in 2004-05.
 Commercial vehicles segment grew at 10.1 per cent with 3, 50,683
units against 3, 18,430 units in 2004-05.
Medium and heavy commercial vehicles managed a growth of 4.5
per cent against 23 per cent growth in the year ended March 31, 2005.

Light commercial vehicles sales growth was 19.4 per cent at 1,

43,237 units against 1, 19,924 units in 2004-05.
Three-wheelers sales rose by 17 per cent at 3, 60,187 units against
3, 07,862 units in 2004-05.

Auto Component Market

The Indian auto parts industry is significantly fragmented with a large

number of players having a turnover of less than US$10 million per year. The
industry directly employs about 2, 50,000 people and have an annual turnover
over US$ 56.3 billion.

Estimated market size - US$ 6.7 bn

Estimated market size by 2012 - US$ 17 bn
Projected CAGR - 15%

Market Advantage

Fast paced urbanizations to rise from 28% to 40% by 2020.

Upward migration of household income levels.
Middle class expanding by 30-40 million every year.
Growing working population.
 1.2 Company profile

Chevrolet Motor Division

Type Division of General Motors

Founde
1911
d

Headqu Detroit, Michigan, USA, United

arters States

Industr
Automobile
y

Product
Cars and trucks
s

Parent General Motors

The Feeling is Different (World)

An American Revolution (United States)
Let's Go/Allons-Y (Canada)
Siempre con Vos (Argentina and Uruguay)
Slogan
Siempre Contigo (Hispanic America)
Mein groes Plus (Germany)
Its a Big Plus (Europe)
Conte Comigo (Brazil)

Website www.chevrolet.com/worldwide

Chevrolet is a brand of automobile, produced by General Motors

(GM). It is the top selling GM marque and the best known
brand of GM worldwide, with "Chevrolet" or "Chevy" being at times
synonymous with GM.

Chevrolet offers over 20 vehicles(many of the same chassis with

different body panels) and many different enhanced versions in its home
market. The brand's vehicles range from subcompact cars to medium duty
commercial trucks. Its number one sellers in the United
States include the Silverado pickup, which is the second best-selling vehicle
in the United States (after the Ford F-150) and the Impala, which is the
number one selling car with a domestic nameplate in the United States

History

North American history

Chevrolet was co-founded by Louis Chevrolet and William C. Durant.

Louis Chevrolet was a race-car driver, born on December 25, 1878, in La
Chaux de Fonds, Switzerland. William Durant, founder of General Motors, had
been forced out of GM in 1910 and wanted to use Louis Chevrolet's designs to
rebuild his own reputation as a force in the automobile industry. As head of
Buick Motor Company, prior to founding GM, Durant had hired Chevrolet to
drive Buicks in promotional races.

Chevrolet first used its "bowtie"logo in 1913. This logo is said to have
been designed from wallpaper Durant once saw in a French hotel. Another
theory of the design of the mark is from the Swiss cross, because Louis
Chevrolet was from Switzerland.

In 1915, Durant made a trip to Toronto, Ontario to determine the

possibility of setting up production facilities in Canada. After meeting with
"Colonel Sam" McLaughlin, whose McLaughlin Motor Car
Company manufactured the McLaughlin-Buick, it was agreed that the
Chevrolet Motor Car Company of Canada, operated by McLaughlin, would be
created to build Chevrolet cars in Canada. Three years later, the two Canadian
companies were purchased by GM to become General Motors of Canada Ltd.

By 1916 Chevrolet was profitable enough to allow Durant to buy a

majority of shares in GM. After the deal was completed in 1917, Durant was
president of General Motors, and Chevrolet was merged into GM, becoming a
separate division. In the 1918 model year Chevrolet introduced the Model D V-
8 series 4-passenger roadster and 5 passenger touring. These cars had 288ci,
35 hp (26 kW) engines with Zenith carburetors and 3 speed transmissions.

India

Chevrolet is among the newest brands in India launched by

GM's Indian operations. Until June 6, 2003 (the official birthday of
Chevrolet), GM India (which was originally a joint venture with Hindustan
Motors) sold the Opel Corsa, Opel Astra, and the Opel
Vectra. The Corsa and Astra were built at a plant in Halol, Gujarat.

Since then, Chevrolet currently sells the Chevrolet Optra,

Chevrolet Aveo, Chevrolet Tavera, Chevrolet SRV , Chevrolet Spark and

Chevrolet Aveo U-VA. The Chevrolet Forester, a rebadged Subaru, was

imported directly from Fuji Heavy Industries in Japan until 2005. The Optra
and Tavera are built at the Halol plant.

Chevrolet also is the sole Engine supplier for the Formula Rolon single
seater series in India.

Chevrolet car in India.

 Chevrolet

Its king like entry happened in India in 1928 with its National
Series AB touring. Reliability of this car was proved by its 171 cubic inches,
24.7hp four cylinder engines.
General Motors, parent company of Chevrolet, was the first in setting up
assembly plant in India. First office of Chevrolet was located at Mumbai and its
assembly plant was in Sewer.

MODELS OF CHEVROLET CARS

MODEL TYPE

Chevrolet-Aveo Mid Size Cars

Aveo 1.4 E
Aveo 1.4
Aveo 1.4 LS
Aveo 1.6 LT
Chevrolet Optra Premium

1.6 Elite
1.6 LS Elite
1.6 LT Royale
1.8 LT
1.8 LT AT

Chevrolet Tavera SUV

Tavera B1
Tavera B2
 Chevrolet Tavera Neo SUV

Neo LS-B3
Neo SS-D1

Chevrolet Aveo U-va Mid Size Cars

Aveo U-VA 1.2

Aveo U-VA 1.2 LS
Aveo U-VA 1.2 LT

Chevrolet Spark Mid Size Cars

Spark 1.0 E
Spark 1.0
Spark 1.0 LS
Spark 1.0 LT

Chevrolet Optra Magnum Premium

Chevrolet Optra
Magnum 2.0 MAX TCDi
Chevrolet Optra
Magnum 2.0 LS TCDi
Chevrolet Optra
Magnum 2.0 LT TCDi

Chevrolet SRV SUV

Chevrolet SRV 1.6

Chevrolet SRV 1.6 with
Option Pack
Chevrolet Captiva SUV
1.3 LITERATURE REVIEW
Meaning & Definition: -

The long term relation ship cannot automatically be assumed due

to the initial sale they are never static often after a first purchase,
the customer doesnt seem to have immediate additional; buying
potential. Unsuccessful salespeople simply play a waiting game
maintaining good relationship while passively waiting until
circumstance change. Successful salespeople, on the other hand,
take an active and dynamic approach by using their initial
successful sale to penetrate or develop the customer account.
They look for more areas within the account where their
product/service may offer a solution.

After sale service is intended to build long term relationship

with customers to ensure repeat business & referral.

Strategies that successful people develop for repeat sales

from after sales service:

1. New opportunities.

Successful salespeople not only maintain their existing customer

accounts, they actively look for new opportunities to penetrate
within these accounts. Their objective is not to protect but to
project or to sell. By having an objective
of developing during the course of maintaining their existing
customers, successful salespeople not only will protect the account
but also will obtain more sales from the account.

2. Document the good News.

Salespeople can make Reminder Sales Call. Most of the

time, the salesperson is in contact with the customer when things
are going wrong. A better strategy is to remind the customer of the
benefits that have come from the sales that stay in contact with
customer when thing are going right. Remember that customer
keep a file on correspondence with the selling company. Imagine
what a file would look like to a new decision maker at the customer
company reading a file full of bad news shouldnt the good news be
recorded.

Good news such as other satisfied customer can be forwarded

FYI [for your interest] to your existing customer. Additionally, the
salesperson can write to the customer outlining the positive and
assistance. When its time for repurchase, the seeing company is in
a stronger position.

3. Educate the Customer on New Development.

Salespeople can make Informative Sales Call. Related to

developing the customer account the salesperson informs the
customer of new product/ service and changes within the industry
or selling company. The long-term relationship between the
customer and seller is further
strengthened in this open sharing of information that affects both
customer and seller.

4. Generate Referrals.

Salespeople can make Lead-Generations sales Calls.

Ironically, the more that the salesperson has satisfied the
customers needs, the less there is a need for an immediate repeat
business from the existing customer. As mentioned above, the
customer account can be further penetrated and also can be a
source of referrals both internal and external customer. Satisfied
customers are often delighted to help the salesperson. They can
give contacts and introductions.

Remember that the Motivation dip occurs during the second

stage Learning Stage of the implementation step, so referrals
must be obtained early in the Novelty Stage or late in the
Effectiveness Stage.

5. Rethink the Understanding of Customer

Needs.

Salespeople can make Needs Assessment Sales Calls.

Customer needs changes. The salesperson should make periodic
calls on the customer to reassess then understanding of the
customers needs. Remember that competitors are attempting to or
are regularly assessing your customers needs. They can take your
existing as neglected. After all, didnt the salesperson also obtain or
take this existing customer from someone else.
 6. Influence Future Decision Criteria.

Salespeople can make Decisions Criteria Sales Calls.

Salespeople can help educate or refine the process by which the
customer makes decision. Perhaps the customers level of
sophistication is relatively low. Here the salesperson cans facilities
the customers learning of methodologies that help decide on
optimal product/service solutions. If the customer is sophisticated,
the salesperson can openly discuss decision criteria. This may be
information gleamed that is useful to the salesperson and/or serve
as a sounding-board and idea refinement for the customer. In all
cases, the customer will see salesperson as a consultant and
partner in the relationships. This bond should to a stronger long-
term relationship and increased repeat business, referrals and
customer account development.

*Courtesy: 1. Richard, Alps & Alexander Industrial Marketing 2. Thomas,

David & Kish Strategic Mgt. & business Policy 3. Thompson Strategic Mgt.
Concepts & cases.
2.1 Process:-

Problem identification


Choice of research design

Data collection

Data analysis & inspection

Research report preparation

Problem identification:-

The first & the foremost stage of the research process are to
identify the research problem. In a very real sense problem identification is the
heart of the research process. It is said that A problem well defined is half
solved, as poorly defined problem will not yield useful result. The problem must
give the maximum outcome from the research work.

The time has gone when seller only concentrate on the selling of
the goods & not even following their customers about the liking & disliking about
product purchased. Now, the time has changed. The customers are cant as the
controlling function & marketing as the integrative function. Apart from that
importance of After Sales Service has increased, as consumer would come to
you for a free service & not for a paid service as outside a showroom a customer
would get service and parts at a low cost. Maruti Suzuki is not spaced out from
all, which
is dealing car wheeler industry. So, I have identified the research problem as
following.

To know the after sales services provide by an DHRU Motors

Surat.

Objectives of the project:-

This project is designed mainly to identify & evaluate the

customers response towards after sales services provided by Empire
Motors Pvt. Ltd. Navsari.

Primary objective: -

o To measure a customer satisfaction with after sales service that is

provided by Empire Motors Pvt. Ltd., Navsari.
o To find out customer expectations regarding after sales service at
Empire motors Pvt. Ltd., Navsari.
o To device board guideline that can be used by Empire Motors Pvt. Ltd.,
Navsari While planning about the after service campaign.

Secondary objectives: -

o To find at new horizons of customer relationship management.

o To know the future intentions of various customers regarding purchase

from Empire Motors Pvt. Ltd., Navsari.
o To know the reason for dissatisfaction with after sales service of
Empire Motors Pvt. Ltd., Navsari.
o To know whether existing buyer would advice their friends & relative to
buy Chevrolet cars.
 o To know whether after sales service help in building the image of
Chevrolet company

Choice of research design: -

A research design specifies the method & procedure for

conducting the particular study.

I have selected research design used in this project work is

descriptive in nature.

In descriptive I have selected Gross Sectional design.

Sampling type: -

My research is based on the Non probability sampling.

In non probability sampling I have used convenience &

Judgment sampling has been used because of time and cost
constraints.

Sampling unit: -

It means, Who is to be surveyed? The sampling unit consists of

nd rd
people who come for service of their cars 2 time every 3 customers.

Sampling frame: -

A list of elements, which the sample may be drawn.

Customer who came for their car to be service at Empire motors

Pvt. Ltd., Navsari.
 Sampling size: -

I have selected sample survey of 130 respondents those who come

for a service of there cars at empire motors, Navsari.

Field area:-

My field area is within Navsari region.

Duration:-

st th
Duration of my project is of 8 weeks. [1 Jan. to 29
Feb.2008]

Data collection: -

Data collection work are done by two ways

1. Primary data

The Questionnaire is the medium of communication between the

investigator and the respondent the success of the investigation depends upon
the framing of the questions in an appropriate order. So it requires at most care in
designing the Questionnaire. In addition it requires skills, efficiency, experience
and wisdom.

Primary data are collected through questionnaire by interview

method.

2. Secondary data

These are the data, which are already exist and these data are
gathered for any other purpose but such data are also helpful to the present
study.
 Secondary data are collected from books, Internet &
newspaper.

Data collection method: -

I have selected survey method for collection of information. I have

use Questionnaire as my research instrument.

Pilot testing: -

It is necessary to check Questionnaire before actual research is

done. In this case, pilot testing was done of 3 respondents & based on feedback
questionnaire was fine-tuned.

Data analysis & inspection: -

For determining descriptive characteristics percentage method &

grasp have been used for nominal scale data further for t test have been used.

One sample t test is the statistical test which is used to test the
different between sample static & hypothesized population parameter. It is used
when the type of data are interval in nature.

Cross tabulation & chi square test, which provide the method for
testing the association between the dependent, & independent variables.

I have used SPSS software for doing all kind of statistical

tests.
Research report preparation:-
 Once the data have been tabulated, interpreted & analyzed the
next step is to prepare a report & give a recommendation.

2.3 LIMITATION OF RESEARCH

Every coin has two sides as so every activity has limitations.

Some of the man limitations that I have found in my project and
research work are as follows.

Since the duration of project is short, there may be a chance of same
information left.

All the information for doing the project is collected from consumer of
specific region finding is limited to Navsari only.

Responses to the questionnaire as per respondent understanding, which
may differ from respondent to respondent.

Due to the limitation of cost the question design can have limitation
regarding the question and their options.

Due to cost limitation the sample size of 130 surveys only could be
collected which is small in size.

The analysis and conclusion used is as per my knowledge of the
concerned subject.

In changing environment the recommendation given in the project may be
out dated as year passed.

Probability sampling was not used due to time and cost constantly and
therefore the result cannot be generalized to the population.

Interview and interviewee bias may be there which may distort the
findings.

Conclusion made be highly debatable.
To Err Is Human, To Forgive Is Divine!!!
CHAPTER 3: DATA ANALYSIS & INTERPRETATION
DEMOGRAPHIC PROFILE:

Age group (in years)

INFERENCE:
Out of 130 customers interviewed, it is found that 7.7 % customers are of a age
18-27, 46.2 % people are of a age 28-37, 25.4% of customers are of 38-47 years
and 20.8 % customers are more than 47 years of age. So we can say that
majority of customer who come for service at Empire
Motors, Navsari are of age between 28 to 37 years as majority of a cars come
for a service are own by a travel agency business.

Education Status

INFERENCE:
Out of 130 customers interviewed, it is found that 59.9% % customers are
Under Graduate, 30% customers are Graduate, and 10.8% customers are
Postgraduate. So we can say that majority of customers who come for a
service at Empire Motors, Navsari belong to under graduate as a majority of a
customers interview are belong to a travel agency business.
Occupation

INFERENCE:
Out of 130 customer interviewed, it is found that student is 3.8%,
Service class is 0.8 %, businessman is of 33.1 %, professional is of 7.7 %, Driver
is of 54.6 %. So we can say that customer who come for service at
Empire Motors, Navsari are driver is majority numbers.

Household annual Income (in Rs.)

INFERENCE:
Out of 130 customer interviewed, it was found that customer who income is
less than 150,000 Rs. are found to be 28.5 % of total sample size, customer
whose income is between 150,001 to 250,000 Rs. are found to be 35.4 %,
customer whose income is between 250,001 to
350,001 Rs. are found to be 30 % and customer whose income group is more
than 350,001 Rs. are found to be 6.2% of population. So we can say that
customer who come for service at Empire Motors, Navsari are belong to
income group of Rs. 150,001 to 250,000 is found to be largest in Navsari
region.

1. How frequently you get service for your vehicle?

Purpose:
This question enabled me to know on what bases customer service their vehicle.

INFERENCE:
Out of 130 customer interviewed, it is found that 90% of customer do there car
service on kms bases & 10% do on a time bases.

2. Repairs work finished by the time promised?

Purpose:
This question enabled me to know do a empire motors give a delivery to a car by
a time promised.

INFERENCE:
Out of 130 customers interviewed, it is found that 88.46% get repair work finisher
on time & 11.5% dont get on a time promised.

3. How the vehicle was after the repair work was

complete?
Purpose:
The main purpose behind asking this question is to know condition of a vehicle
after the repair work at empire motors service center.

INFERENCE:

Out of 130 customer who come at a service at Empire Motors, Navsari.

63.8% say that after the work complete there problems resolved at first time only,
10.8% repair work had to be redone, 14.6% customer problem remain & different
problems developed of 10.8% customers.

Null Hypothesis (Ho): There is no significant association between calculated

sample mean and hypothesized population means. In other
words, we hypothesized that the no dependency on income of customer & repair
work completed.

Alternative Hypothesis (H1): There is significant association between

calculated mean and hypothesized means

Income * Complete
Crosstab

Complete Total
Differen
Resolve Proble t
at First Repair m Problem
Time Redone Remain s
Inco < 150,000 Count
29 4 1 3 37
me
% Within
78.4% 10.8% 2.7% 8.1% 100.0%
Income
% Within
34.9% 28.6% 5.3% 21.4% 28.5%
Complete
% Of Total 22.3% 3.1% .8% 2.3% 28.5%
150,001 - Count
30 3 7 6 46
250,000
% Within
65.2% 6.5% 15.2% 13.0% 100.0%
Income
% Within
36.1% 21.4% 36.8% 42.9% 35.4%
Complete
% Of Total 23.1% 2.3% 5.4% 4.6% 35.4%
250,001 - Count
18 7 9 5 39
350,000
% Within
46.2% 17.9% 23.1% 12.8% 100.0%
Income
% Within
21.7% 50.0% 47.4% 35.7% 30.0%
Complete
% Of Total 13.8% 5.4% 6.9% 3.8% 30.0%
> 350,000 Count 6 0 2 0 8
% Within
75.0% .0% 25.0% .0% 100.0%
Income
% Within
7.2% .0% 10.5% .0% 6.2%
Complete
% Of Total 4.6% .0% 1.5% .0% 6.2%
Total Count 83 14 19 14 130
% Within
63.8% 10.8% 14.6% 10.8% 100.0%
Income
% Within
100.0% 100.0% 100.0% 100.0% 100.0%
Complete
% Of Total 63.8% 10.8% 14.6% 10.8% 100.0%

Chi-Square Tests

Asymp.
Sig. (2-
Value df sided)
Pearson Chi- 14.387(
9 .109
Square a)

Explanation of Pearsons Chi-square:

The Chi-square test is carried out at 95% confidence level (0.05 significance
level). The Pearson Chi-square value out as 0.109 which is greater than the
significance level of 0.05, it mean their exist a dependency significant
association between income & repair work done.

Here, we can conclude that there do exist a dependency between

occupation & repair work done.
4. Reasons for dissatisfaction with Empire motors?
 Purpose:
The main purpose behind asking this question is to know reason for
dissatisfactions with empire motors.
INFERENCE:
Out of 130 customer interview 3.1% are dissatisfaction with Empire motors due
to poor Mechanic Knowledge, 17.7% are dissatisfaction due to repair take a long
time, 8.5% are dissatisfaction due to they think that Empire Motors does not pay
attention to there complains & majority are dissatisfaction due to a expensive
service charges.

Null Hypothesis (Ho): There is no significant association between calculated

sample mean and hypothesized population means. In other words, we
hypothesized that the relation between Occupation &
Dissatisfactions.
Alternative Hypothesis (H1): There is significant association between
calculated mean and hypothesized means

Occupation * Dissatisfaction

Cross tab

Dissatisfaction
Poor Not Expensive
Knowledge Repair Long paying Services
of Mechanic Time Attention Charges Total
Occup Student Count
1 1 0 3 5
ation
% Within
20.0% 20.0% .0% 60.0% 100.0%
Occupation
% Within
25.0% 4.3% .0% 3.3% 3.8%
Dissatisfaction
% Of Total .8% .8% .0% 2.3% 3.8%
 Service Count
0 1 0 0 1
Class
% Within
.0% 100.0% .0% .0% 100.0%
Occupation
% Within
.0% 4.3% .0% .0% .8%
Dissatisfaction
% Of Total .0% .8% .0% .0% .8%
Busines Count
1 6 6 30 43
sman
% Within
2.3% 14.0% 14.0% 69.8% 100.0%
Occupation
% Within
25.0% 26.1% 54.5% 32.6% 33.1%
Dissatisfaction
% Of Total .8% 4.6% 4.6% 23.1% 33.1%
Professi Count
onal 1 5 1 3 10
% Within
Occupation 10.0% 50.0% 10.0% 30.0% 100.0%
% Within
Dissatisfaction 25.0% 21.7% 9.1% 3.3% 7.7%
% Of Total .8% 3.8% .8% 2.3% 7.7%
Driver Count 1 10 4 56 71
% Within
Occupation 1.4% 14.1% 5.6% 78.9% 100.0%
% Within
Dissatisfaction 25.0% 43.5% 36.4% 60.9% 54.6%
% Of Total .8% 7.7% 3.1% 43.1% 54.6%
Total Count 4 23 11 92 130
% Within
Occupation 3.1% 17.7% 8.5% 70.8% 100.0%
% Within
Dissatisfaction 100.0% 100.0% 100.0% 100.0%
% Of Total 3.1% 17.7% 8.5% 70.8% 100.0%
Chi-Square Tests

Asymp.
Sig. (2-
Value df sided)
Pearson Chi-
24.112(
Square 12 .020
a)
Explanation of Pearsons Chi-square:

The Chi-square test is carried out at 95% confidence level (0.05 significance
level). The Pearson Chi-square value out as 0.020, which is less than the
significance level of 0.05, it means there exist a significant association between
occupation & dissatisfactions.

Here, we can conclude that there do exist a stronger relation between

occupation & dissatisfactions.

5. What is your expectation form Empire motors?

Purpose:
This question helps in getting information about what do customer
expectation from Empire motors.
INFERENCE:
Out of 130 customer interview 30% expect that there complain should be solve
at first time only, 3.1 % expect that Empire Motors should be open at weekend &
majority of customer expect that Empire Motors should charge fairly.

Null Hypothesis (Ho): There is no significant association between

calculated sample mean and hypothesized population means. In other
words, we hypothesized that there is no dependency between customer
expectation & occupation.

Alternative Hypothesis (H1): There is significant association between

calculated mean and hypothesized means.
Occupation * Expectation

Cross tab
 Expectation Total
Solved Open at
at First Fair Weeken
Time Charges d
Occupat Student Count
2 2 1 5
ion
% Within
40.0% 40.0% 20.0% 100.0%
Occupation
% Within
5.1% 2.3% 25.0% 3.8%
Expectation
% Of Total 1.5% 1.5% .8% 3.8%
Service Count
1 0 0 1
Class
% Within
100.0% .0% .0% 100.0%
Occupation
% Within
2.6% .0% .0% .8%
Expectation
% Of Total .8% .0% .0% .8%
Business Count
8 34 1 43
man
% Within
18.6% 79.1% 2.3% 100.0%
Occupation
% Within
20.5% 39.1% 25.0% 33.1%
Expectation
% Of Total 6.2% 26.2% .8% 33.1%
Profession Count
4 5 1 10
al
% Within
40.0% 50.0% 10.0% 100.0%
Occupation
% Within
10.3% 5.7% 25.0% 7.7%
Expectation
% Of Total 3.1% 3.8% .8% 7.7%
Driver Count 24 46 1 71
% Within
33.8% 64.8% 1.4% 100.0%
Occupation
% Within
61.5% 52.9% 25.0% 54.6%
Expectation
% Of Total 18.5% 35.4% .8% 54.6%
Total Count 39 87 4 130
% Within
30.0% 66.9% 3.1% 100.0%
Occupation
% Within
100.0% 100.0% 100.0% 100.0%
Expectation
% Of Total 30.0% 66.9% 3.1% 100.0%
Chi-Square Tests

Asymp.
Sig. (2-
Value df sided)
Pearson Chi- 13.935(
8 .083
Square a)

Explanation of Pearsons Chi-square:

The Chi-square test is carried out at 95% confidence level (0.05 significance
level). The Pearson Chi-square value out as 0.083, which is more than the
significance level of 0.05, it means there exist a dependency association
between customer expectation & occupation. Here, we can conclude that
conclude that there do exist a dependency between occupation & customers
expectation from Empire Motors Navsari after service done to there cars.

6. Give rating to following statement:

From strongly disagree to strongly agree.

Purpose of the question: This question is asked to know satisfaction of
customers regarding after sales service parameters of Empire Motors.

Null Hypotheses (Ho): There is no significant difference between the calculated

sample mean for individual service parameter and hypothesized population mean
(3.00). In other words, it means that we hypothesized that for customer after
sales service parameter respondent is natural with the given statement.

Ho: x = =3
Alternative Hypothesis (H1): There is significant difference between the
calculated sample mean for individual service parameter and hypothesized
population mean (3.00). In other words, it means that we
hypothesized that for customer after sales service parameter respondent is no
neutral (either on agree or disagree) with the given statement.
H1: x 3

Significance level: Here test of hypothesis is at 95% confidence level i.e. the
chance of occurring type 1 error is 5%.

One-Sample Statistics

Std.
Std. Error
N Mean Deviation Mean
Delivery 130 3.90 .410 .036
Paper
130 3.97 .277 .024
work
Commitm
130 3.58 .745 .065
ent
Improve 130 3.84 .446 .039
Attention 130 3.85 .415 .036
Mechanics 130 3.95 .245 .021
Communi
130 3.95 .227 .020
cate
Experienc
130 3.83 .500 .044
e
Recomme
130 3.90 .370 .032
nd
Next car 130 3.72 .482 .042
Brand 130 3.78 .436 .038

One-Sample Test

Test Value = 3
Mean 95% Confidence
Sig. (2- Differen Interval of the
t df tailed) ce Difference
Lower Upper Lower Upper Lower Upper
Delivery 25.020 129 .000 .900 .83 .97
Paper
39.938 129 .000 .969 .92 1.02
work
Commitm
8.949 129 .000 .585 .46 .71
ent
Improve 21.457 129 .000 .838 .76 .92
Attention 23.455 129 .000 .854 .78 .93
Mechanics 44.448 129 .000 .954 .91 1.00
Communi
47.610 129 .000 .946 .91 .99
cate
Experienc
18.937 129 .000 .831 .74 .92
e
Recomme
27.703 129 .000 .900 .84 .96
nd
Next car 17.087 129 .000 .723 .64 .81
Brand 20.314 129 .000 .777 .70 .85

INFERENCE:

Here the result is tested at 95% confidence level.

For the significant value less than 0.05, the null Hypothesis Ho is
rejected or the alternative Hypothesis H1 is accepted. For the
significant value less than 0.05, the Null
Hypothesis Ho rejected accepted or alternative Hypothesis H1 is
accepted

If Null Hypothesis is rejected, it means that there

is no significance difference between the calculated sample mean
for individual service parameter and hypothesized population mean
(3.00). And if Null Hypothesis is accepted, it means that there is
significance difference between the calculated sample mean for
individual service parameter and hypothesized population mean
(3.00).

Here in above cases Null Hypothesis is rejected in

case of delivery, paper work, commitment, improve, attention,
mechanics, communicate, experience, recommend next car, brand
test value < 0.05. It means that respondents are considering these
dimensions are present in
 Empire motors are no neutral (i.e. either agree or disagree) n. And
for rest all cases Null Hypothesis is reject which means that for all
other parameters there is significant difference between
hypothesize mean and calculated mean of individual service
parameter.

t-TEST
For Facilities & solution:

Null Hypotheses (Ho): There is no significant difference between the calculated

sample mean for individual service parameter and hypothesized population mean
(4.00). In other words, it means that we hypothesized that respondent are agree
in term of Empire Motors facilities & solution.

H o: x = = 4

Alternative Hypothesis (H1): There is significant difference between the

calculated sample mean for individual service parameter and hypothesized
population mean (4.00).

H1: x 4

Significance level: Here test of hypothesis is at 95% confidence level i.e. the
chance of occurring type 1 error is 5%.

One-Sample Statistics

Std.
Std. Error
N Mean Deviation Mean
Facilities 130 3.67 .504 .044
 Solution 130 3.42 .511 .045

One-Sample Test

Test Value = 4
95% Confidence
Sig. (2- Mean Interval of the
T df tailed) Difference Difference
Lower Upper Lower Upper Lower Upper
Facilities 15.138 129 .000 .669 .58 .76
Solution 9.433 129 .000 .423 .33 .51

Here sig. value for facilities & solution is 0.000, which is less than 0.05, so Null
Hypothesis (Ho) is rejected it means that there is significance difference between
the calculated sample mean and hypothesized population mean.

It means that respondents tend towards neutral regarding facilities & solution of
Empire Motorss service again in future. This level is not so strong towards
neutral level but it is nearer to positive response towards facilities & solution for
the customers by Empire Motors.

FACTOR ANALYSIS:
Different respondents rate different parameters differently for their
Agreeness/Disagreeness level. For a firm it is not possible or feasible to focus on
each and every parameter. So here Factor Analysis test is used to reduce the
factors so that only those factors which are very important and need to focus
more are considered first.

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of
Sampling Adequacy. .708
 Bartlett's Test Approx. Chi- 525.47
of Sphericity Square 7
Df 78
Sig. .000

KMO Value:

Factor Analysis Test is used to determine reduced factors from various

factors. Before applying factor analysis test first we have to determine the value
of KMO.
A measure of whether distribution of values is adequate for conducting
factor analysis. Kaiser designates levels. A measure >0.9 is marvelous, >0.8 is
meritorious, >0.7 is middling, >0.6 is mediocre, >0.5 is miserable, and <0.5 is
unacceptable. In this case 0.708, which is middling i.e., near to meritorious.

Bartlett Test of Sphericity is a measure of the multivariate normality of

set of distributions. It also tests whether the correlation matrix is an identity matrix
or not. (Factor analysis is meaningless without Identity matrix).

A significant value < 0.05 indicates that these data do not produce an identity
matrix or differ significantly from Identity matrix and are thus approximately
multivariate normal and acceptable for factor analysis. In this case the Bartlett
Test value is 0.000<0.05, so my set of distribution is multivariate normal and
acceptable for factor analysis.

Total Variance Explained

 Extraction Sums of Squared Rotation Sums of Squared
Initial Eigenvalues Loadings Loadings
Total % of Cumulati Total % of Cumulati Total % of Cumulat
 Variance ve % Variance ve % Varianc ve %
e
1 4.043 31.101 31.101 4.043 31.101 31.101 2.882 22.167 22.167
2 1.537 11.825 42.926 1.537 11.825 42.926 2.065 15.885 38.051
3 1.387 10.667 53.593 1.387 10.667 53.593 1.620 12.465 50.516
4 1.129 8.686 62.279 1.129 8.686 62.279 1.529 11.763 62.279
5 .906 6.971 69.250
6 .837 6.441 75.692
7 .680 5.231 80.923
8 .613 4.717 85.640
9 .522 4.013 89.652
10 .504 3.879 93.531
11 .387 2.973 96.504
12 .303 2.332 98.837
13 .151 1.163 100.000
Extraction Method: Principal Component Analysis.

Here from total variance table it is interpreted that the four factors extracted
together account for 62.279% of the total variance (information contained in the
ten original variables.) Here while reducing these factors to four factors we lost
(100-62.279=) 37.721% of the information content.

Rotated Component Matrix (a)

Component
1 2 3 4
Delivery .220 .405 .689 -.011
Facilities -.038 .195 .361 .629
Paper work .174 -.014 .870 .091
Commitment -.009 .748 .243 .049
Improve .162 .635 -.014 .207
Solution -.049 .158 -.052 .785
Attention .293 .725 .047 .044
Mechanics .725 .032 .156 -.216
Communicate .672 .255 .224 -.142
Experience .785 .350 .152 .047
Recommend .705 .375 -.011 .158
Next car .538 -.045 -.239 .486
Brand .555 -.126 .196 .363
 Extraction Method: Principal Component Analysis. Rotation
Method: Varimax with Kaiser Normalization. a. Rotation
converged in 8 iterations.
Inferences:
Here there are 4 reduced factors that we get by Factor Analysis Test. These
factors are as follows:
1. Factor 1: Experience, Mechanics & Recommend. We can call it as
Assurance of Service
2. Factor 2: Commitment & Attention. We can call it as:
Reliability of Service
3. Factor 3: Paper work & delivery. We can call it as:
Tangibility of Service
4. Factor 4: Solution & Facilities. We can call it as:
Solution through facilities
From above table we can say that customers are considering more the
dimensions like Assurance, Reliability, Tangibility & solution through facilities.
 RELIABILITY TEST
Case Processing Summary

N %
C Valid 130 100.0
a Excluded(a) 0 .0
s
e Total 130 100.0
s

a. Listwise deletion based on all variables in the procedure.

Reliability Statistics

Cronbach's Alpha N of Items

.770 13

INFERENCE:
Reliability Analysis address the issues of whether this instrument will produce the
same result each time, it is administered to the person in the same setting. Here
Alpha is 0.770, almost 0.8. According to thumb rule of Alpha, here instrument
validity is near to Excellent.
 FINDING AND CONCLUSIONS

I started my survey with some sincere efforts was quite successful to

obtain information from respondent regarding different aspect of product. The
conclusions of this report are as follows:

90 % of respondents service their vehicle at certain kms.

88.46 % of respondents get their vehicle by time promised

for delivery.

63.8 % of respondents problems resolved at first time only.

10.8 % of respondent say different problems develop while service
vehicle.

70.8 % of respondents are not satisfied with Empire Motors due to
expensive service charges.

There do exist a dependency between occupation & repair work
done complete at Empire Motors, Navsari.

There is an association between occupation & dissatisfactions with
empire motors.

There do exist a dependency between occupation & customers
expectation from Empire Motors, Navsari after a service done
to their cars.

In delivery, paper work, commitment, improve ness, mechanics,
commitment, over all experience, recommend, next car,
brand customer are near to agree.

In facilities and solution provide by an empire motors customer are
neutral.

Assurance of service is a first factor, reliability of service is a
second factors, tangibility of service is third factor & solution through
facilities is fourth factors out of a thirteen factors analysis.
 RECOMMENDATIONS

Survey of any topic ends when surveyor with the help of the survey
notes suggestions. Company tries to increase the satisfaction level of
consumer. Following are the recommendation for this project:

Dhru Motors should increase the number of incentives provide to the
customer i.e. discount to overcome expensive service
charges.

Satisfied customer will continue to purchase again in the future but
dissatisfied will stop purchasing from Dhru Motors & are
likely to spreads the word among friends. So Empire motors must
work to satisfy the customer who have not visit an Dhru motors
service center after competition of free services.

Before introduce any new facilities in after sales service Dhru Motors
should meet existing customer & ask for their opinions.

Dhru motors even think about to run award programs to
recognize the best performing & outstanding employees.

Dhru Motors can achieve 100% success in customers satisfaction
in term of after sales service, if they will motivate
their employees with handsome incentives & reward for creating
customer delight. Many global automotives giant are practicing this
marketing strategy these days. For example Dhru Motors may set
aside a special fund of Rs. 100,000 for those customers who complain
regarding the service [cars]. If any customers complain, then after
paying the actual amount whatever is left is distribute the remaining
amount equally among the employees. This means that if no one
complains, then Rs. 100,000 will be equally distributed among the staff
members. If there are 100 employees, then each one will get Rs. 1000
more
 their salary. This will definitely motivate the employees to 1005 satisfy
customer & create customer delight.

Dhru Motors have to think carefully on its labors charges price cut off
will enable a huge market share & it will force the
customers to switch off to other service provider.

Love the Customers, Not the Profit

 Marketing Implementation

Companies can outperform competition only if they can go about winning

customers by meeting & satisfying customer needs. Many Customer centered
companies are directing their goals towards the after sales service A
flourishing marketing tools to win customers. Exploring new avenues in
marketing by increasing the customer database. Typically the underlying
message of this service approach is to suggest that using the Dhru motors
after sales service will help to raise your satisfaction
 BIBLIOGRAPHY
Books
th
Philip Kotler, Marketing Management (11 Edition) Peason Education,
New Delhi. [Page no. 58]

Nargundkar Rajendra (2005), Marketing Research, Tata McGraw-Hill,

New Delhi.

th
Donald R. Copper Pamela S. Schinler Business Research Methods [8 Edition]
McGraw-Hill, New Delhi. [Page no. 64, 65, 81,146,663]

th
Richard M. Hill, Ralph S. Alexander, James S. Crisis, Industrial Marketing (4
Edition) Publication AITBS. [page no 188]

th
Thompson Strickland, Strategic Mgt. Concepts & Cases (12 Edition)
Publication Tata McGraw Hill Edition. [Page no. 143-144]

Thomas L. Wheelen, David Hunger, Kish Rangarajan Strategic Mgt. & Business
Policy Publication Pearson Education [page no 86]

Website
www.surfindia.com/automobile/industrygrowth.html
www.indiamart.com/production.html
 Questionnaire

Myself, Prafful R. Vadnere student of S.Y.M.B.A. studying at

SRIMCA College, Bardoli. I had prepared this questionnaire for project work
meant for educational purpose only on Study of after sales services at
Empire Motors Pvt. Ltd., Navsari.
We kindly request you to spare few minutes & share your experience
with us. This will help us to know you More & Serve You
Better.
No personal information will be disclosed in any form at any where.

1) How frequently you get service for your vehicle? [ ]

At certain kms
[ ] At certain period of time [after some months].

2) Repairs work finished by the time promised?

[ ] YES [ ] NO

3) How the vehicle was after the repair work was complete?
a) [ ] Problem resolved the first time
b) [ ] Repair work had to be redone
c) [ ] Problem remains
d) [ ] Different problem[s] developed.

4) Reasons for dissatisfaction with Empire Motors?

a) [ ] Poor knowledge of mechanic
b) [ ] Repair take long time
c) [ ] Not paying attention to complaints
d) [ ] Expensive service charges
e) [ ] Any other [ ]

5) What is your expectation for Empire Motors?

a) [ ] Complaint should be solve at first visit
b) [ ] Fair charges
 c) [ ] Open at weekend
d) [ ] Any other [ ]

Gate rating to following statement

Strongly Disagree Neither Agree Agree Strongly
Disagree nor disagree Agree
[1] [2] [3] [4] [5]
1. I am satisfy with Empire motors [1] [2] [3] [4] [5]
Courtesy & friendliness during
Delivery.
2. I am satisfy with Empire motors [1] [2] [3] [4] [5]
Extended facilities towards
Customers. [Doors to door pick
Up, drop facility 24 breakdowns
Service, etc.]
3. I am satisfy with an paper work [1] [2] [3] [4] [5]
Handle by Empire motors.
4. I am satisfy with an fulfilled [1] [2] [3] [4] [5]
All commitments made by
Empire motors during the
Sale times.
5. Performance & mileage of [1] [2] [3] [4] [5]
My car has improve after
Service at Empire motors.
6. I am satisfy with prompt [1] [2] [3] [4] [5]
Solution provide by Empire
Motors.
7. Empire motors pay attention [1] [2] [3] [4] [5]
Towards customers suggestion
& Complaints.
8. I am satisfy with Empire motors [1] [2] [3] [4] [5]
Mechanics.
9. Empire motors staffs are easy to [1] [2] [3] [4] [5]
communicate.
10. I am satisfy with my experience [1] [2] [3] [4] [5]
At Empire motors.
11. I would recommend Empire [1] [2] [3] [4] [5]
Motors to my friends & relatives.
12. I would purchase my next car [1] [2] [3] [4] [5]
From Empire motors.
 13. After sales service help in building [1] [2] [3] [4] [5]
Brand equity of Chevrolet cars.

Demographic Profile

Age group:
[ ] 18-27 [ ] 28-37
[ ] 37-47 [ ] > 47

Education status:
[ ] Under graduate [ ] Graduate
[ ] Post graduate [ ] any other (specify)

Occupation:
[ ] Student [ ] Service class
[ ] Businessman [ ] Professional
[ ] Housewife [ ] Drivers
Household annual income:
[ ] < 150000 [ ] 150001-250000
[ ] 250001-350000 [ ] > 350001