Table of Contents INTRODUCTION TO THE TOPIC........................................2 AFTER SALES SERVICE...................................................7 ABOUT JAMKASH VEHICLEADES.............................................9 ABOUT K.C. HYUNDAI...................................................10 SCOPE OF THE RESEARCH........................................... 11 RESEARCH METHODOLOGY............................................ 12 PROBLEM STATEMENT:...................................................13 REVIEW OF LITERATURE.................................................14 OBJECTIVES...........................................................16 HYPOTHESIS...........................................................17 DATA COLLECTION......................................................18 RESEARCH DESIGN....................................................18 METHODS OF DATA COLLECTION.........................................18 SAMPLING...........................................................19 RESEARCH INSTRUMENT..................................................19 DATA ANALYSIS................................................... 21 FINDING AND CONCLUSION.......................................... 52 SUGGESTIONS AND RECOMMENDATIONS.................................54 LIMITATIONS OF THE STUDY........................................55 FUTURE SCOPE OF THE STUDY.......................................56 ANNEXURE........................................................ 57 BIBLIOGRAPHY.................................................... 61 1
Transcript
Table of Contents
INTRODUCTION TO THE TOPIC............................................................................................................ 2
AFTER SALES SERVICE......................................................................................................................................... 7
ABOUT JAMKASH VEHICLEADES...................................................................................................................... 9
ABOUT K.C. HYUNDAI........................................................................................................................................ 10
SCOPE OF THE RESEARCH.................................................................................................................... 11
RESEARCH METHODOLOGY................................................................................................................. 12
PROBLEM STATEMENT:.................................................................................................................................... 13
REVIEW OF LITERATURE................................................................................................................................. 14
DATA COLLECTION............................................................................................................................................. 18
RESEARCH DESIGN.............................................................................................................................................................18
METHODS OF DATA COLLECTION..............................................................................................................................18
RESEARCH INSTRUMENT................................................................................................................................. 19
DATA ANALYSIS....................................................................................................................................... 21
FINDING AND CONCLUSION................................................................................................................. 52
SUGGESTIONS AND RECOMMENDATIONS......................................................................................54
LIMITATIONS OF THE STUDY............................................................................................................. 55
FUTURE SCOPE OF THE STUDY.......................................................................................................... 56
Peter Drucker, a well-known management expert, defined customers as:
“A person who purchases the product from the marketer or from the retailer or from the
wholesaler.”
John marsh, Director General, British Institute of management, defines customer as:
“A person or organization that a marketer believes will benefit from the goods and services offered
by the marketer’s organization.”
Definition of Customer Satisfaction
Customer satisfaction, according to Philip Kotler – “Satisfaction is a person’s feeling of pleasure or
disappointment resulting from comparing a product’s perceived performance (or outcome) in
relation to his experience.
Customer satisfaction, according to ‘Richard L. Oliver’ – “Satisfaction is a customer’s fulfillment
response. It is a judgment that a product or service feature, or the product or service itself, provides
a pleasurable level of consumption related fulfillment”.
Importance of Customer Satisfaction
Customer satisfaction, a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator within
business and is part of the four 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.
Organizations need to retain existing customers while targeting non-customers. Measuring customer
satisfaction provides an indication of how successful the organization is at providing products
and/or services to the marketplace.
Customer satisfaction is an abstract concept and the actual manifestation of the state of satisfaction
will vary from person to person and product/service to product/service. The state of satisfaction
depends on a number of both psychological and physical variables, which correlate with satisfaction
behaviors such as return and recommend rate. The level of satisfaction can also vary depending on
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other factors the customer, such as other products against which the customer can compare the
organization's products.
The usual measures of customer satisfaction involve a survey with a set of statements using a Likert
Technique or scale. The customer is asked to evaluate each statement in terms of their perception
and expectation of performance of the service being measured.
It's a well-known fact that no business can exist without customers. In the business of automobiles,
it's important to work closely with your customers to make sure that the customers are highly
satisfied by providing them more or equivalent to their expectations. Because it's critical that you
form a close working relationship with your client, customer service is of vital importance. What
follows are a selection of tips that will make your clients feel valued, wanted and loved.
In this world of competition any organization cannot avoid Customers. It has become a necessity for
an organization for its survival in any industry so that customer satisfaction plays important role in
each and every product life cycle.
This research project is a Comparative study of After Sale Services provided by JAMKASH
VEHICLEADES (Pvt.) (Maruti Suzuki dealer) and K.C. HYUNDAI, Jammu to their customers.
Today Companies are facing toughest competition ever. The intense competition makes the
companies to take the necessary steps. To retain their existing customer as well as attract new once.
In the environment of advancement of the technology the companies are trying hard to keep the
pace with latest development.
This survey will help both Jamkash Vehicleades and K.C. Hyundai to know the customers
satisfaction level with a view point of after sale services and feedback of customers for the product
in Jammu. It will also help company to know about the competitors, last but not the least it will help
the company to know about wants and expectation of customers.
The study widely concentrates on the level of satisfaction amongst customers in view of After Sale
Services provided by both of Maruti Suzuki as well as Hyundai authorized service center for which
We did Exploratory Research to check the satisfaction level amongst the customers of Jamkash
Vehicleades and K.C. Hyundai.
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Factors influencing customer satisfaction
1. Product and service features2. Consumer emotions3. Attributions for service success or failure4. Perceptions of equity or fairness
Product and service features
Customer happiness with a product or service is influenced significantly by the customer’s
evaluation of product or service features. Research has shown that customers of services will make
tradeoffs among different service features (price, quality and etc), depending on the type of service
being evaluated and the criticality of the service.
Consumer emotionsActually, there are 2 types of emotion that are given below:
Positive emotions Negative emotions
The emotions can be stable, pre existing emotions e.g. mood state or life satisfaction. For example,
when you are on vacation or at a very happy stage in your life, good mood and positive frame of
mind has influenced, you will respond positively to that service.
Attributions for service success or failure
Attributions the perceived causes of events influence perceptions of satisfaction as well, when the
customer has been surprised by an outcome (the service which is better or worse than expected),
customers tend to look for the reasons and their assessments for the reasons can influence the
satisfaction.
Perceptions of quality or fairness
Always, customers will ask themselves whether they have been treated fairly compared with other
customers. Notions of fairness are central to customer’s perceptions of satisfaction and happiness
with products or services.
Components of customer satisfactionThe factors that make the customer satisfy and delighted are given below:
1. Service quality
Reliability
Responsiveness
Assurance
Empathy
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Tangibles
2. Product quality
3. Price
4. Situational factors
5. Personal factors
Service quality dimensions
Ultimately, customers judge the quality of services on their perceptions of the technical outcome
provided and on how that outcome was delivered. The service quality dimensions consist of:
1. Reliability that is ability to perform the promised service dependable and accurately.
2. Responsiveness that is the willingness to help customers and provide prompt service.
3. Assurance that is the employees knowledge and courtesy and their ability to inspire trust and
confidence.
4. Empathy that is the caring individualized attention given to customers.
5. Tangibles that are appearance of physical facilities, equipment, personnel, and written
materials.
Satisfaction normally involves the eliminating problems. It goes beyond to the concept of delight,
which is the positive surprise. It is the highest level of satisfaction and it transfers to better
outcomes that can be achieved through other levels of satisfaction. The customer is satisfied with a
defect rate of .01%, but if we could eliminate defects altogether, then the customer would be
delighted.]
Delight leads to behavioral outcomes that are substantially better than mere satisfaction. A delighted
and happy customer will go for repurchase, will have a positive word of mouth there be increasing
profit and sales of the organization. Thus customer happiness will lead to new customer generation
and retention of the existing customer.
All organizations nowadays consider customer’s satisfaction and delight for the reasons given
below:
Repurchasing
Word of mouth
Pay less attention to competing brands and advertising
Buy other products or services of the same company
Profit increase
Sales volume increase
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THE FOUR FUNDAMENTALS OF CUSTOMER SATISFACTION:
A) Variables Related To The Products / Service Itself:
What you actually do for customer is going to be the key determines of customer perception. In this
case we see that the design of the products /service is most important. The design of product /
service affects customer satisfaction in two ways.
The design sends a message to he customer about the orgs basic values especially concerning the
trade offs between cost and customer. Little is more damaging to customer satisfaction than users
perceiving that costs savings have been made their expenses.
Design can enhance or resist the orgs ability to keep customer happy during and often the sales. A
strong successful design increase confidence of front staff, which a poor design makes them
defensive, bad design places constraints on distribution channel choice, it can also to the cost and
difficulty in providing after sales support services.
B) Variables Related To Sales And Promotion:
Three factors affect customer satisfaction area.
MESSAGE: That helps to share customer ideas about the product or service benefits before they
have experienced them in use.
INTERMEDIARIES: Employee of the org to act on its behalf Ex: Brokers.
ATTITIDUES: Everyone in the frontline roles.
Ex: Receptionist etc. like.
Courtesy and helpfulness
Level of technical knowledge
Are they interested in the needs of the customer or merely selling?
C) Variables Related To After Sales:
This is a significant aspect with regard to after sales support services covering traditional after sales
activity such as warranties, user training etc.
Feedback and restitution – the way org handle complaints etc.
D) Variables Related To Organization Culture:
This depends on the org if it behaves in maximizing customer satisfaction hereby paying services to
it. One of the must be careful to distinguish between formal and informal aspects of separate culture
in this regard. Formal values will be only meaningful if they supported by the right informal culture
and these develop over time.
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It is usually these informal values that determine that the true measure of orgs intention towards its
customer.
AFTER SALES SERVICE
Customers are the assets of every business. Sales professionals must try their level best to satisfy
customers for them to come back again to their organization.
After sales service refers to various processes, which make sure customers are satisfied with the
products and services of the organization.
The needs and demands of the customers must be fulfilled for them to spread a positive word of
mouth. In the current scenario, positive word of mouth plays an important role in promoting brands
and products. After sales service makes sure products and services meet or surpass the expectations
of the customers. After sales service includes various activities to find out whether the customer is
happy with the products or not? After sales service is a crucial aspect of sales management and
must not be ignored.
WHY AFTER SALES SERVICE?
After sales service plays an important role in customer satisfaction and customer retention. It
generates loyal customers. Customers start believing in the brand and get associated with the
organization for a longer duration. They speak good about the organization and its products. A
satisfied and happy customer brings more individuals and eventually more revenues for the
organization. After sales service plays a pivotal role in strengthening the bond between the
organization and customers.
AFTER SALES SERVICE TECHNIQUES
Sales Professionals need to stay in touch with the customers even after the deal. Never
ignore their calls.
Call them once in a while to exchange pleasantries.
Give them the necessary support. Help them install, maintain or operate a particular product.
Sales professionals selling laptops must ensure windows are configured in the system and
customers are able to use net without any difficulty. Similarly organizations selling mobile
sim cards must ensure the number is activated immediately once the customer submits his
necessary documents.
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Any product found broken or in a damaged condition must be exchanged immediately by
the sales professional. Don’t harass the customers. Listen to their grievances and make them
feel comfortable.
Create a section in your organization’s website where the customers can register their
complaints. Every organization should have a toll free number where the customers can call
and discuss their queries. The customer service officers should take a prompt action on the
customer’s queries. The problems must be resolved immediately.
Take feedback of the products and services from the customers. Feedback helps the
organization to know the customers better and incorporate the necessary changes for better
customer satisfaction.
Ask the customers to sign Annual Maintenance Contract (AMC) with your organization.
AMC is an agreement signed between the organization and the customer where the
organization promises to provide after sales services to the second party for a certain
duration at nominal costs.
The exchange policies must be transparent and in favour of the customer. The customer who
comes for an exchange should be given the same treatment as was given to him when he
came for the first time. Speak to him properly and suggest him the best alternative.
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ABOUT JAMKASH VEHICLEADES
Jamkash vehicleades (Pvt.) Ltd. is one of the major dealership organizations of Maruti Suzuki in
Jammu & Kashmir. Jamkash Vehicleades is a Maruti Suzuki authorised Dealership, which is
situated on the By Pass opposite Channi Himmat Housing Colony. It was around 25 years back
when it started its journey at B.C.Road, Jammu for providing the quality service to its customers. It
is a large group with six Maruti Suzuki authorizes dealerships and seven dealer workshops and
extension counters over J&K, Punjab and H.P. At Channi Himmat it commenced its business on
28th Nov 2002 and has been providing the best possible services always to its valued customers and
consequently the dealership acquired inevitable position amongst contemporary dealers. In order to
reach out to the customers in the interior of rural areas, Jamkash has opened its E-outlets (Extension
Outlets) at Rajouri and R.S Pura and more such E-outlets are under consideration for future
expansion. The Vehicleades Group is spread across 4 states (New Delhi, Punjab, Himachal Pradesh
and J&K) and 17 locations. It sells more than 16,000 cars and services more than 125000 cars
annually. Vehicleades is among the Top 5 Maruti dealers in the country. It started operations in
1987, with an employee strength of 15, which now stands at 2000 plus. The success is attributed to
the loyal patronage of esteemed customers, supported by an excellent, dedicated team. Commitment
towards Customer Care has, time and time again, been appreciated by MSIL, in the form of
numerous awards.
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ABOUT K.C. HYUNDAI
KC Group, named after late Shri Kishan Chand Mahajan ji, dates back to the forties of the
previous century as one of the biggest timber trading in north India with forest leases in the states of
J & K and Himachal Pradesh. In the last decade of the previous century, KC Group enterprises
consisted of a plywood factory, the Tawi Chemical Industries, KC Minerals and the old Indira
Theatre. As its first venture into private sector school education, KC Public School was established
in 1997 on a 76 kanal area in the pristine surroundings of Muthi on Akhnoor Road.
From the first decade of the 21st century, KC Group has diversified into numerous ventures such as
manufacturing of steel, automobile dealerships, pharmaceuticals and multiplexes in addition to
expanding further into private education sector.
K.C. Hyundai is one of the major dealership organizations of Hyundai in Jammu & Kashmir.
K.C. Hyundai is a Hyundai authorised Dealership which is situated at NH-1 By Pass road Jammu,
Jammu & Kashmir-180012.
They have three K.C. Hyundai outlets in J&K.
1) K.C. Hyundai, Jammu
2) K.C. Hyundai, Kathua
3) K.C. Hyundai, Srinagar
LIST OF AWARD: KC. HYUNDAI JAMMU
1. Regional volume Best Seller Award – K.C. Hyundai Jammu – 05- Feb., 2010.
2. National Best Seller volume Award – 2010.
3. Best Dealership Award – 2010.
4. Best Sales Consultant Ward – 2010.
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SCOPE OF THE RESEARCH
Customer satisfaction is the ultimate aim of any business and there by business entirely depend
upon its customer for its survival and growth. So this study helps the researcher a lot to do any
business in future.
This project work was undertaken with a view to study the title of “ After Sale Services in
Automobile: A Comparative study of Jamkash Vehicleades and K.C. Hyundai”. It is also aims
to find out the standards and qualities that the customer expects.
From this study the preference and problem of the customer can be met. The study helps to know
the necessary change in the service, features and customer feelings about service. The study can be
used by the service centers both Jamkash Vehicleades and K.C. Hyundai to make changes in their
Pricing, Placement and promotion activities. The study was conducted by doing a survey of 50
respondents in Jammu city, only. The results are represented through chart. Suggestions and
conclusion are also given at the end of the report.
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RESEARCH METHODOLOGY
Research methodology is a process to systematically solve the research problem. It may be
understood as a science of studying how research is done scientifically. Why a research study has
been undertaken, how the research problem has been defined. In what way and why the hypothesis
has been formulated, what data have been collected and particular method has been adopted. Why
particular technique of analyzing data has been used and a host of similar other questions are
usually answered when we talk of research methodology concerning a research problem or study.
A research design serves as a bridge between what has been established (the research objectives)
and what is to be done, in the conduct of the study. In this project research done is of conclusive
nature. Conclusive research provides information that help in making a rational decision.
Exploratory design was choose to measure the satisfaction level of customers on the basis of
different parameters of after sale services etc.
This design ensured complete clarity and accuracy. It also ensured minimum bias in collection of
data and reduced the errors in data interpretation. Statistical method was followed in this research
because the data was of exploratory nature and it also enabled accurate generalizations.
According to Clifford Woody: -
“Research comprises defining and redefining problems, formulating hypothesis or suggested
solutions, collecting, organizing and evaluating data, making deductions mil reaching conclusion,
and at last carefully testing the conclusion to determine whether they fit the formulating
hypothesis.”
Marketing research is defined as a systematic gathering and analysis of the data concern with an
objective. The whole activity is divided into various parts and after compilation of that we reach at
certain findings, which enable us to marketing decision. It involves the diagnosis of information
needed and the selection of the relevant and interrelated variables.
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STEPS IN RESEARCH METHODOLOGY
The research process is start with the situation analysis and formulation of hypotheses selecting from among various methods of research scope of the study, data collection, data analysis and suggestion & solution. Finally it ends in a research report.
Selection of a research topic
Definition of a research problem
Literature survey and reference collection
Assessment of current status of the topic chosen
Formulation of hypothesis
Research design
Actual investigation
Data analysis
Interpretation of result
Report.
PROBLEM STATEMENT:
The purpose of conducting this research is to get the actual idea about the experiences of customers
and their satisfaction level regarding the After Sale Services provided by Jamkash Vehicleades and
K.C. Hyundai. What types of problem they face after purchasing the vehicles. The purpose of
conducting this research is also to find out expectations of customers from both of the authorized
car dealerships. Users were selected and then the analysis was formed regarding the people’s
beliefs, satisfaction and expectations about the after sale services. And a Comparative Analysis was
done regarding the after sales services of Jamkash Vehicleades and K.C. Hyundai.
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REVIEW OF LITERATURE
Marsha Peter (2OO2) examines temporal changes in post-purchase product satisfaction for a
durable goods purchase. Involvement and satisfaction variables were measured in a cross-sectional
and a longitudinal study of car owners. Overall, consumers with high product involvement showed
slightly greater satisfaction with their cars than low-involvement consumers over the term of
ownership. However, in the 2-month period after purchase, consumers with high product
involvement showed a decline in satisfaction, whereas low-involvement consumers' satisfaction
increased. The role of disconfirmation in these changes was investigated. Benefits and problems
disconfirmation were found to make independent contributions to satisfaction judgments, and the
strength and form of contribution varied with product involvement. These findings suggest
that benefits and problems disconfirmation need to be measured separately in satisfaction research.
Yooshik Yoon(2004) studied the effects of motivation and satisfaction on destination loyalty: a
structural model and investigates the relevant relationships among the constructs by using a
structural equation modeling approach. Consequently, destination managers should establish a
higher satisfaction level to create positive post-purchase behavior, in order to improve and sustain
destination competitiveness.
Diane Halstead(1993) studied the Focuses on a group of unsatisfied car owners. Examines the
roles of the car warranty and the post-purchase service received during the complaint process in
terms of their effects on customers' satisfaction with complaint resolution. Presents some
suggestions for customer service policies, complaint handling procedures, and warranty fulfillment
service.
Marsha L. Richins(2002) Post-purchase product satisfaction: Incorporating the effects of
involvement and time describes changes in post-purchase product satisfaction for a durable goods
purchase. Involvement and satisfaction variables were measured in a cross-sectional and a
longitudinal study of car owners. Overall, consumers with high product involvement showed
slightly greater satisfaction with their cars than low-involvement consumers over the term of
ownership. However, in the 2-month period after purchase, consumers with high product
involvement showed a decline in satisfaction, whereas low-involvement consumers' satisfaction
increased. The role of disconfirmation in these changes was investigated. Benefits and problems
disconfirmation were found to make independent contributions to satisfaction judgments, and the
strength and form of contribution varied with product involvement. These findings suggest that
benefits and problems disconfirmation need to be measured separately in satisfaction research
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Claes Fornell(1992) examines that Many individual companies and some industries monitor
customer satisfaction on a continual basis, but Sweden is the first country to do so on a national
level. The annual Customer Satisfaction Barometer (CSB) measures customer satisfaction in more
than 30 industries and for more than 100 corporations. The new index is intended to be
complementary to productivity measures. Whereas productivity basically reflects quantity of output,
CSB measures quality of output (as experienced by the buyer). The author reports the results of a
large-scale Swedish effort to measure quality of the total consumption process as customer
satisfaction. The significance of customer satisfaction and its place within the overall strategy of the
firm are discussed. An implication from examining the relationship between market share and
customer satisfaction by a location model is that satisfaction should be lower in industries where
supply is homogeneous and demand heterogeneous. Satisfaction should be higher when the
heterogeneity/homogeneity of demand is matched by the supply. Empirical support is found for that
proposition in monopolies as well as in competitive market structures. Likewise, industries in
general are found to have a high level of customer satisfaction if they are highly dependent on
satisfaction for repeat business. The opposite is found for industries in which companies have
more captive markets. For Sweden, the 1991 results show a slight increase in CSB, which
should have a positive effect on the general economic climate.
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OBJECTIVES
O1: To understand the concept of After sale services.
O2: To know consumer satisfaction towards after sale services.
O3: To conduct a comparative analysis of after sale services provided by Jamkash
Vehicleades and K.C. Hyundai.
O4: To provide suggestions in improving the customer satisfaction, company sales
and profitability.
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HYPOTHESIS
H20: Customers are not satisfied towards after sales services provided by Jamkash
Vehicleades and K.C. Hyundai.
H2A: Customers are satisfied towards after sales services provided by Jamkash
Vehicleades and K.C. Hyundai.
H30: There is no difference between the after sale services provided by Jamkash
Vehicleades and K.C. Hyundai.
H3A: There is difference between the after sale services provided by Jamkash
Vehicleades and K.C. Hyundai.
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DATA COLLECTION
RESEARCH DESIGN
A research design serves as a bridge between what has been established (the research objectives)
and what is to be done, in the conduct of the study. In this project research done is of conclusive
nature. Conclusive research provides information that help in making a rational decision.
Research design is a controlling plan for a marketing research study in which the methods and
procedures for collecting and analyzing the information to be collected is specified. The research
undertaken was exploratory in nature as it was a first step in a research process. It focused on the
discovery of ideas and was generally based on secondary data. This research was an attempt to
create demand of the product and to know the factors which highly influence the customers.
Universe: It refers to the total of items or units in any field of survey or inquiry. All the people who
are insured constitute the universe of our survey.
Sample unit: Jammu city is the sample unit
Sample size: Sample size refers to the total number of items about which the information is desired.
In this survey, the Size of the sample is 50.
Sampling technique: The convenient and purposive sampling technique was used to collect the
data.
Tools of analysis: The data collected has been analyzed by means of pie charts, bar graphs, line
graphs, chart, and “mean’ for the accuracy of the research.
METHODS OF DATA COLLECTION
Primary Data
Secondary Data
Primary data:-
Primary data is the original data collected specifically for the problem. Primary data are those which
are collected a fresh and for the first time and thus happen to be original in character. The data was
collected by interviewing the respondents through questionnaire and the raw data collected was
transformed into a needed list of information.
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Reason for selecting primary data:-
In terms of primary data a questionnaire has been used to interview desire sample units that give
accurate and up to data information as well better to research problem.
Secondary data:- Data potentially useful in solving a current problem but that were collected for a different purpose.
The secondary data are those which have already been collected by someone else and which have
already been through the statistical process. . The data was collected in the form of company profile
and produce profile from the web sites and news paper. Some of the books were also referred for
theoretical concepts.
SAMPLING
Sampling Plan: Sampling can be defined as the section some part of an aggregate or totality on the
basis of which judgment or an inference about aggregate or totality is made. The sampling plan
helps in decision-making. The second stage of this study consists of developing the most efficient
plan for gathering the relevant data. The methods for carrying out study are as following:
Sample is the true representation of the population by studying of the sample we can predict the
behavior of the population.
Sample Size: 50 (in this case)
The sample size is decided to be 50. The data will be collected through a sample survey by personal
interview using structured questionnaire and reviewing the secondary data. The samples are bound
to Jammu. The collected data is represented in tables, graphs and are analyzed.
Method of Sampling:-
In this project, the survey was done within the market that means probabilistic convenience
Sampling was carried out.
RESEARCH INSTRUMENTThe research instrument which we used to collect primary data was “Questionnaire”
A questionnaire consists of questions presented to respondents for their answers. Because of its
flexibility, the questionnaire is by far the most common Instrument used to collect primary data.
Questions can be open-ended or closed-Ended and questions using Likert Scale for scaling.
The research instruments used for collecting the primary data were the questionnaire.
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QUESTIONNAIRE
The questionnaire was carefully developed tested and debugged before they were administered on a
large scale. The questions are presented are exactly same wording and in the same an order to all
respondents. The questionnaire had a mix type of open ended, closed ended, multiple choice and
likert scale based questions.
The questions were limited in numbers simple direct and unbiased technology was adopted.
We framed a questionnaire consisting of as et of 13 main questions and further sub questions
making a total of 32 questions.
The questionnaire was designed in such a way so as to get a response, which was critical to the
overall research.
Two separate questionnaires were designed for customers of Jamkash Vehicleades and K.C.
Hyundai based on similar parameters.
All the questions were formulated with a view of after sales services provided to the customers.
Questions regarding overall experience were asked and the major contributing factor was also
put in and responses were given weightage.
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DATA ANALYSIS
1) Age of Respondent
For Jamkash Vehicleades
Interpretation: It is observed that, 32% customers are less than 25 years, 40% customer’s age is
between the 25-34 years, 16% in 35-44 years, and 12% customers above 45 years.
For K.C. Hyundai
Interpretation: It is observed that, 40% customers are less than 25 years, 28% customer’s age is
between the 25-34 years, 20% in 35-44 years, and 12% customers above 45 years.
43%
30%
22% 5%
Age of Respondent
<2525-3435-4445 & above
40%
28%
20%
12%
Age of Respondent
<2525-3435-4445 & above
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2) Do you receive regular intimations through calls/sms for "service due" for
your vehicle?For Jamkash Vehicleades
Interpretation: It is observed that 68% of the total numbers of respondents say that they
receive intimations through calls/sms for “service due” for vehicle while 32% have negative
opinion.
For K.C. Hyundai
Interpretation: It is observed that, 80% of the total numbers of respondents say that they receive
intimations through calls/sms for “service due” for vehicle while 20% have negative opinion.
68%
32%
INTIMATIONS THROUGH PHONE CALLS OR SMS
YESNO
80%
20%
INTIMATIONS THROUGH PHONE CALLS OR SMS
YESNO
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3) Do you prefer Company’s insurance over any other pvt. Insurance?
For Jamkash Vehicleades
Interpretation: It is observed that 92% of the total number of respondents says that they
prefer company insurance over private insurance and 8% prefer private insurance over company
insurance.
For K.C. Hyundai
Interpretation: It is observed that, 96% of the total number of respondents says that they prefer
company insurance over private insurance and 4% prefer private insurance over company
insurance.
92%
8%
PREFERENCE OF COMPANY INSURANCE OVER PRIVATE INSURANCE
YESNO
96%
4%
PREFERENCE OF COMPANY INSURANCE OVER PRIVATE IN-SURANCE
YESNO
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4) How would you rate the company on the basis following parameters?
Knowledgeable service personFor Jamkash Vehicleades
CALCULATED MEAN = 3.64
Interpretation: It is observed that 16 out of 25 respondents i.e. 64% respondents are satisfied
with the parameter given below. 0% are dissatisfied, 28% are neutral, 4% are strongly satisfied and
4% are strongly dissatisfied.
For K.C. Hyundai
Interpretation: It is observed that, 44% of the total number of respondents is satisfied with the parameter given
below and 4% are dissatisfied. 24% are neutral, 24% are strongly dissatisfied and 4% are strongly
5) What is your Post-sales experience after purchasing the car?
For Jamkash Vehicleades
CALCULATED MEAN = 3.64
Interpretation: It is observed that 68% of the respondents have good post sales experience, 12%
say that the experience is average while 20% have excellent post sales experience.
For K.C. Hyundai
Interpretation: It is observed that, 56% of the respondents have good post sales experience, 16%
say that the experience is average while 28% have excellent post sales experience. Respondents
having below average post sales experience are 0%.
EXCELLENT GOOD AVERAGE BELOW AVERAGE0
2
4
6
8
10
12
14
16
18
POST-SALES EXPERINCE
EXCELLENT GOOD AVERAGE BELOW AVERAGE0
2
4
6
8
10
12
14
16
POST-SALES EXPERINCE
31
6) Respond to the following statements according to your level of satisfaction
PARAMETER: The frequency of defect after service is found to be very lessFor Jamkash Vehicleades
CALCULATED MEAN = 3.84
Interpretation: It is observed that 52% of the respondents agree that frequency of defect after
service is found to be less, while 16%of them strongly agree. 32% are neutral.
For K.C. Hyundai
Interpretation: It is observed that, 48% of the respondents agree that frequency of defect after
service is found to be less, 4% strongly agree while 8% disagree and 20% strongly disagree. 20%
are neutral.
CALCULATED MEAN = 3.08
strongly disagree disagree neither agree nor disagree
agree strongly agree0
2
4
6
8
10
12
14
PARAMETER:FREQUENCY OF DEFECT
strongly disagree disagree neither agree nor disagree
agree strongly agree0
2
4
6
8
10
12
14
PARAMETER:FREQUENCY OF DEFECT
32
PARAMETER: I never had an experience of getting back my product without proper service.
For Jamkash Vehicleades
CALCULATED MEAN = 3.88
Interpretation: It is observed that 56% of the respondents agree with the above parameter and
16%strongly agree. 28% are neutral.
For K.C. Hyundai
Interpretation: It is observed that, 40% of the respondents agree with the above parameter, 8%
strongly agree, 32% disagree and 0% strongly disagree. 20% are neutral.
CALCULATED MEAN = 3.24
strongly disagree disagree neither agree nor disagree
agree strongly agree0
2
4
6
8
10
12
14
16
PARAMETER:EXPERIENCE OF GETTING BACK THE PRODUCT WITHOUT PROPER SERVICE
strongly disagree disagree neither agree nor disagree
agree strongly agree0
2
4
6
8
10
12
PARAMETER:EXPERIENCE OF GETTING BACK THE PRODUCT WITHOUT PROPER SERVICE
33
PARAMETER: The repair work done after the warranty period is found to be good.
For Jamkash Vehicleades
CALCULATED MEAN = 3.64
Interpretation: About the goodness of the repair work done after warranty period, 64% of the
respondents agree that it was good, 24% are neutral and 8% of them disagree and 4%strongly agree.
For K.C. Hyundai
Interpretation: About the goodness of the repair work done after warranty period, 40% of the
respondents agree that it was good, 8% strongly agree, 48% are neutral, 4% of them disagree and
0% strongly disagree.
CALCULATED MEAN = 3.52
strongly disagree disagree neither agree nor disagree
agree strongly agree0
2
4
6
8
10
12
14
16
18
PARAMETER: GOODNESS OF REPAIR WORK
strongly disagree disagree neither agree nor disagree
agree strongly agree0
2
4
6
8
10
12
14
PARAMETER: GOODNESS OF REPAIR WORK
34
PARAMETER: The repair work is not only focused on the problem area but on the entire
product
For Jamkash Vehicleades
Interpretation: It is observed that 44% of the respondents agree with the above given parameter
while 12% disagree and 44% are neutral.
CALCULATED MEAN = 3.32For K.C. Hyundai
Interpretation: It is observed that 52% of the respondents agree with the above given parameter
while 16% disagree. 4% strongly agree, 0% strongly disagree and 28% are neutral.
CALCULATED MEAN = 3.44
strongly disagree disagree neither agree nor disagree
agree strongly agree0
2
4
6
8
10
12
PARAMTER:REPAIR WORK NOT ONLY FOCUSED ON PROBLEM AREA
strongly disagree disagree neither agree nor disagree
agree strongly agree0
2
4
6
8
10
12
14
PARAMTER:REPAIR WORK NOT ONLY FOCUSED ON PROBLEM AREA
35
PARAMETER: The introduction of new products and new offers are informed to the customers
For Jamkash Vehicleades
Interpretation: It is observed that 40% of the respondents say that they are informed about new
products, 40% are neutral and 20% have the negative opinion.
CALCULATED MEAN = 3.20For K.C. Hyundai
Interpretation: It is observed that 32% of the respondents agree that they are informed about new
products, 32% are neutral and 12% have the negative opinion. 24% strongly disagree and 0%
strongly disagrees.
CALCULATED MEAN = 3.68
strongly disagree disagree neither agree nor disagree
agree strongly agree0
2
4
6
8
10
12
PARAMETER:INFORMATION ABOUT NEW PRODUCTS
strongly disagree disagree neither agree nor disagree
agree strongly agree0
1
2
3
4
5
6
7
8
9
PARAMETER:INFORMATION ABOUT NEW PRODUCTS
36
7) Would you like to re purchase the Maruti Suzuki cars?For Jamkash Vehicleades
Interpretation: It is observed that 88% of the respondents have positive opinion regarding
repurchasing of the car while 8% has negative opinion.
For K.C. Hyundai
Interpretation:
It is observed that 96% of the respondents have positive opinion regarding repurchasing of the car
while 4% has negative opinion.
88%
12%
PARAMETER: REPURCHASING THE CAR
YESNO
96%
4%
PARAMETER: REPURCHASING THE CAR
YESNO
37
8) In which sector do you think / feel Outlet should improve?For Jamkash Vehicleades
Interpretation: Regarding improvement, 20% of the respondents say that it should be in pricing
sector, 40% want it in quality and 24% in services.
For K.C. Hyundai
Interpretation: Regarding improvement, 56% of the respondents say that it should be in pricing
sector, 16% want it in quality and 16% in services and 12% in some other sectors.
PRICE QUALITY SERVICE OTHERS0
2
4
6
8
10
12
PARAMETER:SECTOR TO IMPROVE
PRICE QUALITY SERVICE OTHERS0
2
4
6
8
10
12
14
16
PARAMETER:SECTOR TO IMPROVE
38
9) Indicate the level of agreement with the following statements about the
company’s Outlet
PARAMETER: Décor of the waiting area is pleasing
For Jamkash Vehicleades
CALCULATED MEAN = 3.60
Interpretation: It is observed that 36% of the respondents have positive opinion about the décor
of the waiting area while 16% have negative opinion. 28% are neutral, 20 % strongly agree.
For K.C. Hyundai
Interpretation: It is observed that 44% of the respondents agree that the décor of the waiting area was pleasant while 20% disagree, 20% strongly disagree, 0% strongly disagree and 32% are neutral.CALCULATED MEAN = 3
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 1 2 3 4 5 6 7 8 9 10
PARAMETER:DECOR OF THE WAITING AREA
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12
PARAMETER:DECOR OF THE WAITING AREA
39
PARAMETER: Post sales follow ups are done regularlyFor Jamkash Vehicleades
Interpretation: It is observed that 20% of the respondents agree with the regularity of post-sales
follow-ups. 8% strongly agree and 72%are neutral.
CALCULATED MEAN = 3.36For K.C. Hyundai
Interpretation: It is observed that 40% of the respondents agree with the regularity of post-sales
follow-ups. 28% disagree and 28%are neutral.4% strongly disagrees and 0% strongly agrees.
CALCULATED MEAN = 3.04
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12 14 16 18 20
PARAMETER:REGULARITY OF POST-SALES FOLLOW-UPS
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12
PARAMETER:REGULARITY OF POST-SALES FOLLOW-UPS
40
PARAMETER: Responded to complaints quicklyFor Jamkash Vehicleades
Interpretation: It is observed that 56% of the respondents agree that quick response is given to
their complaints. 36% of them are neutral while 8% disagree.
CALCULATED MEAN = 3.48For K.C. Hyundai
Interpretation: It is observed that 48% of the respondents agree that quick response is given to
their complaints. 36% of them are neutral while 16% disagree. 0% strongly agree and 0% strongly
disagree.
CALCULATED MEAN = 3.32
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12 14 16
PARAMETER: QUICK RESPONSE TO COMPLAINTS
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12 14
PARAMETER: QUICK RESPONSE TO COMPLAINTS
41
PARAMETER: Service at service station is excellentFor Jamkash Vehicleades
Interpretation: It is observed that 44% of the respondents agree with the above given parameter,
24% disagree while 16% are neutral, 24%strongly agree.
CALCULATED MEAN = 3.52
For K.C. Hyundai
Interpretation: It is observed that 60% of the respondents agree with the above given parameter,
4% disagree while 32% are neutral. 4% strongly agree and 0% strongly disagrees.
CALCULATED MEAN = 3.64
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12
PARAMETER: SERVICE AT STATION IS EXCELLENT
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12 14 16
PARAMETER: SERVICE AT STATION IS EXCELLENT
42
PARAMETER: All the commitments are fulfilledFor Jamkash Vehicleades
Interpretation: It is observed that 40% of the respondents say that all commitments are fulfilled.
4% disagree with the statement. 8% strongly agree while 48% are neutral
CALCULATED MEAN = 3.52
For K.C. Hyundai
CALCULATED MEAN = 3.20
Interpretation: It is observed that 60% of the respondents say that all commitments are fulfilled.
8% disagree with the statement. 0% strongly agrees, 16% strongly disagree while 16% are neutral.
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12 14
PARAMETER:COMMITMENTS ARE FULFILLED
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12 14 16
PARAMETER:COMMITMENTS ARE FULFILLED
43
PARAMETER: Value for moneyFor Jamkash Vehicleades
Interpretation: It is observed that 60% of the respondents agree with the value for money
parameter while 8% disagree and 20% are neutral, 12% strongly agree.
CALCULATED MEAN = 3.76
For K.C. Hyundai
Interpretation: It is observed that 48% of the respondents agree with the value for money
parameter while 24% disagree and 24% are neutral.4% strongly disagrees and 0% strongly
disagrees.
CALCULATED MEAN = 3.16
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12 14 16
PARAMETER: VALUE FOR MONEY
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12 14
PARAMETER: VALUE FOR MONEY
44
10) Respond to the following statements according to your level of satisfaction
PARAMETER: It was easy to contact service dept.For Jamkash Vehicleades
Interpretation: It is observed that 32% of the respondents agree that it was easy to contact
service department, 28% of the respondents disagree, 16% strongly disagree and 20% are neutral,
4%strongly agree.
CALCULATED MEAN = 2.8For K.C. Hyundai
Interpretation: It is observed that 48% of the respondents agree that it was easy to contact service
department, 4% of the respondents disagree. 8% strongly disagree, 12% strongly agree and 28% are
neutral.
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 1 2 3 4 5 6 7 8 9
PARAMETER:EASE OF CONTACTING THE SERVICE DEPT.
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12 14
PARAMETER:EASE OF CONTACTING THE SERVICE DEPT.
45
CALCULATED MEAN = 3.52
46
PARAMETER: The service station has sophisticated tools and machinery.For Jamkash Vehicleades
Interpretation: It is observed that 36% of the respondents agree with the above parameter, 4%
disagree while 56% are neutral, 4%strongly agree.
CALCULATED MEAN = 3.40For K.C. Hyundai
Interpretation: It is observed that 56% of the respondents agree with the above parameter, 24%
disagree while 20% are neutral. 0% strongly agrees and 0% strongly disagrees.
CALCULATED MEAN = 3.32
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12 14 16
PARAMETER:SERVICE STATION HAS SOPHISTICATED TOOLS AND MACHINERY
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12 14 16
PARAMETER:SERVICE STATION HAS SOPHISTICATED TOOLS AND MACHINERY
47
PARAMETER: Delivery was as per schedule after servicingFor Jamkash Vehicleades
Interpretation: It is observed that 36% of the respondents agree with the above parameter, 20%
disagree, 4% strongly disagree while 28% are neutral, 12% strongly agree.
CALCULATED MEAN = 3.32
For K.C. Hyundai
Interpretation: It is observed that 40% of the respondents agree with the above parameter, 8%
disagree, 4% strongly disagree, 0% strongly agrees while 48% are neutral.
CALCULATED MEAN = 3.24
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 1 2 3 4 5 6 7 8 9 10
PARAMETER: SCHEDULED DELIVERY
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12 14
PARAMETER: SCHEDULED DELIVERY
48
PARAMETER: Employees were co-operativeFor Jamkash Vehicleades
Interpretation: It is observed that 64% of the respondents agree that the employees were
cooperative, 8% disagree, 4% strongly agree while 24% are neutral.
CALCULATED MEAN = 3.64For K.C. Hyundai
Interpretation: It is observed that 48% of the respondents agree that the employees were
cooperative, 4% strongly agree, 8% disagree, 8% strongly disagree while 32% are neutral.
CALCULATED MEAN = 3.32
strongly disagree
diagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12 14 16 18
PARAMETER:EMPLOYEES ARE COOPERATIVE
strongly disagree
diagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12 14
PARAMETER:EMPLOYEES ARE COOPERATIVE
49
PARAMETER: Attractive discounts were offeredFor Jamkash Vehicleades
Interpretation: It is observed that 28% of the respondents agree with the above parameter, 24%
disagree, 8% strongly disagree while 20% are neutral, 20%agree.
CALCULATED MEAN = 3.28For K.C. Hyundai
Interpretation: It is observed that 24% of the respondents agree with the above parameter, 24%
strongly disagree 24% disagree, 4% strongly disagree while 24% are neutral.
CALCULATED MEAN = 3.40
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 1 2 3 4 5 6 7 8
PARAMETER:ATTRACTIVE DISCOUNTS ARE OFFERED
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 1 2 3 4 5 6 7
PARAMETER:ATTRACTIVE DISCOUNTS ARE OFFERED
50
PARAMETER: Reasonable time taken to service the vehicleFor Jamkash Vehicleades
Interpretation: It is observed that 28% of the respondents agree that reasonable time was taken
to service the vehicle, 12% disagree, 24% strongly disagree while 32% are neutral, strongly agree
are 4%.
CALCULATED MEAN = 2.76
For K.C. Hyundai
Interpretation: It is observed that 48% of the respondents agree that reasonable time was taken to
service the vehicle, 12% strongly agree, 8% disagree, 4% strongly disagree while 28% are neutral.
CALCULATED MEAN = 3.56
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 1 2 3 4 5 6 7 8 9
PARAMETER:REASONABLE TIME TAKEN
strongly disagree
disagree
neither agree nor disagree
agree
strongly agree
0 2 4 6 8 10 12 14
PARAMETER:REASONABLE TIME TAKEN
51
11) Is it helpful if service station is kept open on Sundays?For Jamkash Vehicleades
Interpretation: It is observed that 88% of the respondents agree that it is helpful if service station
is kept open on Sundays while 12% disagree.
For K.C. Hyundai
Interpretation: It is observed that 92% of the respondents agree that it is helpful if service station
is kept open on Sundays while 8% disagree.
88%
12%
PARAMETER:OPENING OF SERVICE STATION ON SUNDAYS
YES NO
92%
8%
PARAMETER:OPENING OF SERVICE STATION ON SUNDAYS
YESNO
52
12) How much are you satisfied with the overall service?
For Jamkash Vehicleades
Interpretation: It is observed that 48% of the respondents are of the opinion that they have
good overall satisfaction, 16% say that its excellent, 28% say its average and 8% say its below
average.
For K.C. Hyundai
Interpretation: It is observed that 56% of the respondents are of the opinion that they have good
overall satisfaction, 24% say that its excellent, 16% say its average and 4% say its below average.
EXCELLENT GOOD AVERAGE BELOW AVERAGE0
2
4
6
8
10
12
14
PARAMETER:OVERALL SATISFACTION
EXCELLENT GOOD AVERAGE BELOW AVERAGE0
2
4
6
8
10
12
14
16
PARAMETER:OVERALL SATISFACTION
53
FINDING AND CONCLUSION
1. KC Hyundai gives more regular intimations through calls/sms for "service due" for their
customer’s vehicle than Jamkash Vehicleades.
2. 96% of the total number of respondents prefers company insurance over private insurance.
3. As compared to knowledge of the service person Jamkash Vehicleades employees are more
trained than K.C. Hyundai employees.
4. We found that Jamkash Vehicleades Services advisors understand the client’s problem better
than that of K.C.Hyundai.
5. We observed that as far as the availability of appointment suited to the customers were same at
both the outlets.
6. Spare parts in KC Hyundai are more easily available than in Jamkash Vehicleades.
7. Service team is friendlier in KC Hyundai.
8. Service price are more reasonable in Jamkash Vehicleades than in KC Hyundai.
9. More number of respondents are satisfied with the Jamkash Vehicleades for the Post-sales
experience after purchasing the car.
10. The repair work done after the warranty period is found to be good in Jamkash Vehicleades.
11. The repair work is not only focused on the problem area but the entire product will be
monitored for avoiding future complaints is more in the case of KC Hyundai as compared to
Jamkash Vehicleades.
12. The frequency of defect after service is found to be very less in Jamkash Vehicleades as
compare to KC Hyundai.
13. The introduction of new products and new offers are regularly informed to the customers in KC
Hyundai.
14. More number of respondents have positive opinion regarding repurchasing Maruti Suzuki car.
15. Majority of the customers wants K.C. Hyundai to lower its service prices, where as the
customers of Jamkash Vehicleades want its service quality to be improved.
16. Most of the customers are satisfied from the Jamkash Vehicleades in case of Décor of the
waiting area.
17. Post sales follow-ups are done regularly in Jamkash Vehicleades than in KC Hyundai.
18. Jamkash Vehicleades respond to complaints more quickly than KC Hyundai.
54
19. There is positive approach of the respondents in order to easy contact service dept. in case of
KC Hyundai.
20. Jamkash Vehicleades service station has more sophisticated tools and machinery than K.C.
Hyundai as told by respondents.
21. Employees were more co-operative in Jamkash Vehicleades than in KC Hyundai.
22. More Attractive discounts were offered in KC Hyundai than in Jamkash Vehicleades. The
accuracy in Delivery as per schedule after servicing is more in Jamkash Vehicleades then in KC
Hyundai.
23. Most of the people say that it is helpful if service satiations are opened on Sunday.
24. Satisfaction level of respondents in overall service high in the case of KC Hyundai as compared
to Jamkash Vehicleades.
Thus our hypothesis H2A is true, that customers are satisfied towards after sale services
provided by Jamkash Vehicleades and K.C. Hyundai.
Also our second hypothesis H3A stands true, that there is difference between the after sale services
provided by Jamkash Vehicleades and K.C. Hyundai.
55
SUGGESTIONS AND RECOMMENDATIONS
Suggestions for JAMKASH VEHICLEADES
They should improve the process of communicating the information regarding the service of
the vehicle to the customers.
They should maintain their inventory of spare parts more accurately.
They should improve their quality of service.
They should work to minimize the time taken for service and be precise about the delivery
schedule of the vehicle.
The procedure for contacting for service by a customer should be made more easy and fast.
The customers should be provided with enough information regarding effective maintenance
of the Car so that the consumers get the best out of the Car.
Should speed up the service in order to ensure that there is no delay in attention towards the
customers.
Suggestions for K.C. Hyundai
They should emphasize on the better training of its service employees .
For more customer loyalty they should check their huge service charges and try to make
them more reasonable.
They should upgrade their tools and machinery.
They should work on the Décor and ambiance of their waiting area.
Overall Suggestions
They should know their customers satisfaction level through periodic surveys. Periodic
surveys can treat customer satisfaction directly.
As a promotional measure they should go for many free service camps. This will
increase the customer’s loyalty.
They can go for more offers in order to retain their customers.
56
LIMITATIONS OF THE STUDY
Though the research was conducted properly, the probability of errors & biases kept is minimal;
still some errors occurred because of certain limitation.
These are as follows:-
a) A very short span of time for research.
b) This is time-consuming research method & the respondents did not have sufficient time for
giving information for such type of research.
c) People were reluctant to give responses for such type of research.
d) People also did not give proper response for Questionnaire & interview, because of short
time.
e) Lack of interest of people to fill the questionnaire
f) Study is restricted to only Jammu city.
57
FUTURE SCOPE OF THE STUDY
The future scope of the research can be summed up in the following points:
The research can be extended to the whole of J&K.
The number of respondents can be increased to get more correct results.
The number of questions in the questionnaire can be increased.
Customer loyalty will also be reflected in this research.
Companies can effectively target their potential customers as well as retain their current
clients.
Problems faced by the customers will be known to their service dealerships.
Since the problems will be known to the dealerships, they can devise solutions for them.
The Study can be used by both Jamkash Vehicleades and K.C. Hyundai in order to know
their areas of improvements and can take the appropriate steps.
58
ANNEXURE
QUESTIONNAIRE
The information collected from this survey will be kept purely confidential and
used only for academic research purpose.Name (optional): - Sex: -
Address (optional): - Occupation: -
Contact No.(optional): -
Age of Respondent
a) <25 b) 25-34
c) 35-44 d) 45 & above
1. Which Model of car are you using?
Car:-…..…………………………
2. Do you receive regular intimations through calls/sms for "service due" for your vehicle?
YES NO
3. Do you prefer Company’s insurance over any other pvt. Insurance?
YES NO
If No, then why:-……………
4. How would you rate the company on the basis following parameter
Strongly
Dissatisfied
DissatisfiedNeutral Satisfied
Strongly
Satisfied
Knowledgeable service person (1) (2) (3) (4) (5)
The service advisor understood
your problem(1) (2) (3) (4) (5)
59
The availability of appointment
suited you(1) (2) (3) (4) (5)
Availability of the Spare parts (1) (2) (3) (4) (5)
Service team was friendly (1) (2) (3) (4) (5)
Service prices are reasonable (1) (2) (3) (4) (5)
5. What is your Post-sales experience after purchasing the car? (Please Select any One)
a) Excellent b) Good
c) Average d) Below Average
6. Respond to the following statements according to your level of satisfaction
Strongly
DisagreeDisagree
Neither agree
Nor disagreeAgree
Strongly
Agree
The frequency of defect after service
is found to be very less(1) (2) (3) (4) (5)
I never had an experience of getting
back my product without proper
service.
(1) (2) (3) (4) (5)
The repair work done after the
warranty period is found to be good.(1) (2) (3) (4) (5)
The repair work is not only focused
on the problem area but the entire
product will be monitored for
avoiding future complaints
(1) (2) (3) (4) (5)
The introduction of new products and
new offers are informed to the
customers
(1) (2) (3) (4) (5)
7. Would you like to re purchase the Maruti Suzuki/ Hyundai cars?
YES NO
If No, then why:-……………
60
61
8. In which sector do you think / feel outlet should improve? (Please Select any One)
a) Price b) Quality
c) Service d) Others
9. Indicate the level of agreement with the following statements about the company’s Outlet
Strongly
DisagreeDisagree
Neither agree
Nor disagreeAgree
Strongly
Agree
Décor of the waiting area is pleasing (1) (2) (3) (4) (5)
Post sales follow ups are done
regularly(1) (2) (3) (4) (5)
Responded to complaints quickly (1) (2) (3) (4) (5)
Service at service station is excellent (1) (2) (3) (4) (5)
Careful with personal information (1) (2) (3) (4) (5)
All the commitments are fulfilled (1) (2) (3) (4) (5)
Value for money (1) (2) (3) (4) (5)
10. Respond to the following statements according to your level of satisfaction
Strongly
Dissatisfied
DissatisfiedNeutral Satisfied
Strongly
Satisfied
It was easy to contact service
dept.(1) (2) (3) (4) (5)
The service station has
sophisticated tools and machinery(1) (2) (3) (4) (5)
Delivery was as per schedule
after servicing(1) (2) (3) (4) (5)
Employees were co-operative (1) (2) (3) (4) (5)
Attractive discounts were offered (1) (2) (3) (4) (5)
Reasonable time taken to service
the vehicle(1) (2) (3) (4) (5)
62
11. Is it helpful if service station is kept open on Sundays
YES NO
12. How much are you satisfied with the overall service of Service Center?
a) Excellent b) Good
c) Average d) Below Average
13. Feedback:……………………………………………………………………….
63
BIBLIOGRAPHY
1. Marketing Management by Philip Kotler – 7th Indian Reprint, 2005.
