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EXECUTIVE SUMMARY
The primary objective of the report is to measure customer satisfaction for after sales services of cars (entry level) provided by car manufacturers (Maruti, Tata motors and Hyundai) in Mumbai city. Rating is given to the three companies on the basis of the after sales provided by the companies. In order to achieve this objective an extensive research was undertaken in the areas of Mumbai.
The research is carried out by administering Questionnaires and interviewing the dealers as well as the consumers. The sample size taken for the purpose of research is 90. The project has been compiled with the help of SPSS software. Pie charts, Bar graphs and Data analysis tools are a part of the report to extensively cover the research objectives.
The entry of foreign car players in India, has led to the exit of a lot of players from the Indian auto industry and new products being constantly offered by both the foreign car companies and their Indian counterparts.
In a scenario like today where cars do not differ very greatly in terms of technology at the entry level, the various car companies have attempted to differentiate their products on the basis of after sales service offered by them and their dealers in terms of Strong Dealer Network accessible all over India, Technically qualified staff and Number of Free after sales services offered to customers.
The project report highlights that after sales service is a major aspect while a customer buys a car. The customer satisfaction of three major players in the car segment (entry level) is conducted and Maruti came as the no: one brand followed Hyundai and Tata motors. According to J.D. Power Asia Pacific Indian customer satisfaction Index 2002, Maruti had the highest rating followed by Hyundai. Many people rank Maruti as the best brand in the entry level cars. Respondents believe that after sales service provided by the company reflects its overall image while buying a car. Many respondents are satisfied by not only the service provided by the various service stations but their availability. Respondents believe that dealer network is not a major criterion while buying a car. Majority of the respondents believe that service station network is not a major criterion while buying a car. Brand image is very important factor which is considered by the respondents while buying a car.
The primary objective of the report is to measure customer satisfaction for after sales services of cars (entry level) provided by car manufacturers (Maruti, Tata motors and Hyundai) in Mumbai city. Rating is given to the three companies on the basis of the after sales provided by the companies. In order to achieve this objective an extensive research was undertaken in the areas of Mumbai.
The research is carried out by administering Questionnaires and interviewing the dealers as well as the consumers. The sample size taken for the purpose of research is 90. The project has been compiled with the help of SPSS software. Pie charts, Bar graphs and Data analysis tools are a part of the report to extensively cover the research objectives.
The entry of foreign car players in India, has led to the exit of a lot of players from the Indian auto industry and new products being constantly offered by both the foreign car companies and their Indian counterparts.
In a scenario like today where cars do not differ very greatly in terms of technology at the entry level, the various car companies have attempted to differentiate their products on the basis of after sales service offered by them and their dealers in terms of Strong Dealer Network accessible all over India, Technically qualified staff and Number of Free after sales services offered to customers.
The project report highlights that after sales service is a major aspect while a customer buys a car. The customer satisfaction of three major players in the car segment (entry level) is conducted and Maruti came as the no: one brand followed Hyundai and Tata motors. According to J.D. Power Asia Pacific Indian customer satisfaction Index 2002, Maruti had the highest rating followed by Hyundai. Many people rank Maruti as the best brand in the entry level cars. Respondents believe that after sales service provided by the company reflects its overall image while buying a car. Many respondents are satisfied by not only the service provided by the various service stations but their availability. Respondents believe that dealer network is not a major criterion while buying a car. Majority of the respondents believe that service station network is not a major criterion while buying a car. Brand image is very important factor which is considered by the respondents while buying a car.
This is going to be very useful and help me complete my project.