A PROJECT REPORT ON

CUSTOMER SATISFACTION TOWARDS AUTHORIZED SERVICE STATION OF MARUTI SUZUKI Submitted in partial fulfillment for the award of degree of MASTER IN BUSINESS ADMINISTRATION Of CHHATTISGARH SWAMI VIVEKANAND TECHNICAL UNIVERSITY, BHILAI (Session 2009-10) Guide:
MRS. ALKA SINGH

Submitted By: SHIVAM SAHU

MBA 2nd Sem

DEPARTMENT OF MANAGEMENT RUNGTA COLLEGE OF ENGINEERING & TECHNOLOGY, BHILAI. (Accredited NBA-AICTE, An ISO 9002 certified institute)

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Kohka-Kurud road, Bhilai (C.G.) 490024

ACKNOWLEDGEMENT
I would like to express my gratitude to Mrs. PREETI SINGH, who has provided me guidance, inspiration, perspective and stimulating discussion, throughout the writing of this report. Her constant review and excellent suggestions throughout the project are highly commendable. A study like this cannot be completed without help from other sources and therefore I would like to express my gratitude to provide me crucial guidance in the analytical part of this Project. My heartfelt thanks go to all my faculty who helped me to gain knowledge about the actual working and the processes involved in various moment. Finally, I would like to thank my friends and family member & all respondents for giving me constant support and encouragement.

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PREFACE
The MBA program is well structured and integrated course of business studies. The main objective of research at MBA level is to develop skill in student by supplement to the theoretical study of business management in general. Research work helps to gain real life knowledge about the industrial polices and business practices. The MBA program provides student with a fundamental knowledge of business and organizational functions and activities, as well as an exposure to strategic thinking of management. In every professional course, research is an important factor. Professors give us theoretical knowledge of various subjects in the college but we are exposed in other subjects only when we research on the subject. It is only the research through which I come to know that what are the various factor a consumer think before purchase and what type of behavior he /she may carry. In todays globalize world, where cutthroat competition is prevailing in the market, theoretical knowledge is not sufficient. Beside this one need to have practical knowledge,which would

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help an individual in his/her carrier activities and it is true that Experience is best teacher.

CERTIFICATE

This is to certify that the research report on topic CUSTOMER SATISFACTION TOWARDS AUTHORIZED SERVICE STATION OF MARUTISUZUKI Submitted for the practical fulfillment of the degree of Master in Business Administration Rungta Collage Of Engineering,Bhilai affiliated to Chattisgarh Swami Vivekanand,Bhilai Is a genuine work done by SHIVAM SAHU under my guidance and supervision .

DATE: PLACE :BHILAI

GUIDE MRS.ALKA SINGH

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TABLE OF CONTENTS

page no:

1.INTRODUCTION (1a) EXECUTIVE SUMMERY (1b). LITERATURE REVIEW (1c) COMPANY PROFILE (1d) PRODUCT PROFILE (1e) AUTHORIZED SERVICE CENTER PROFILE 2. INTRODUCTION TO RESEARCH WORK. (2a). OBJECTIVES OF RESEARCH. (2b). RESEARCH METHODOLOGY 3.DATA ANALYSIS AND INTERPRETATION 4.FINDINGS 5. CONCLUSION 6. SUGGESTIONS 7.LIMITATIONS 8.BIBLIOGRAPHY 9.ANNEXURES

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1
INTRODUCTION

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1(A) EXECUTIVE SUMMERY

Maruti Udyog Limited (MUL) was established in February 1981, and is headquartered in New Delhi, India though the actual production commenced in 1983. Through 2004, Maruti has produced over 5 Million vehicles. Maruti are sold in India and various several other countries, depending upon export orders.. Maruti Suzuki India Limited, together with its subsidiaries, manufactures, purchases, and sells motor vehicles and automobile spare parts in India and internationally. It offers passenger cars, multipurpose vehicles, and utility vehicles, as well as various spare parts and accessories. The companys principal brands comprise Maruti 800, Alto, Omni, A star, Gypsy, Swift, Versa, Wagon R, ZenEstillo, DZire, SX4, Grand Vitara, and Ritz. As of March 31, 2009, the company operated 681 authorized service stations and sales outlets. Maruti Suzuki India Limited was formerly known as Maruti Udyog Limited. The company was incorporated in 1981. Maruti Suzuki India Limited is a subsidiary of Suzuki Motor Corporation

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(1b):- LITERATURE REVIEW

WIDE RANGE OF CARS

We offer 10 models and over 100 variants, ranging from the people's car, Maruti 800, for less than Rs 200,000 ($ 5000) ex-showroom to the premium sedan SX 4 and luxury SUV, Grand Vitara. :Auto expo(2009)

THE COMPLETE CAR EXPERIENCE

Maruti goes ahead to give the customer a complete car experience - a solution to have all auto needs under a single roof. Allied services like Finance (Maruti Finance), Insurance (Maruti Insurance) and sale, purchase and trade-in of pre owned cars (True Value) help customers have a hassle free ownership experience. (Gaadi.com) :

NETWORK
We have a nationwide footprint in over 1172 cities in India and export to over 100 countries across the globe. As the Indian economy shifts to higher gear, we believe that maximum reach is a very important factor. In the last year, we have also reached to new customer segments through the NRI Dil Se Program. Another segment that we targeted was the rural segment through the Panchayat scheme. www.marutisuzuki.com

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SPECIAL SERVICE INITIATIVES FOR WOMEN CUSTOMERS

Maruti offers a special service initiative to women, by picking up the car for service and dropping it off once completed. This is especially helpful to working women who need more time and comes in as a great service. This was a result of one of the communication meetings when the suggestion was put forward and immediately rolled out. www.marutisuzuki.com

(1c) COMPANY PROFILE OF MARUTI SUZUKI

Maruti Udyog Limited (MUL) was established in February 1981, though the actual production commenced in 1983. Through 2004, Maruti has produced over 5 Million vehicles. Maruti are sold in India and various several other countries, depending upon export orders. Cars similar to Maruti (but not manufactured by Maruti Udyog) are sold by Suzuki in Pakistan and other South Asian countries. The company annually exports more than 30,000 cars and has an extremely large domestic market in India selling over 500,000 cars annually. Maruti 800, till 2004, was the India's largest selling compact car ever since it was launched in 1983. More than a million units of this car have been sold worldwide so far. Currently, Maruti Alto tops the sales charts. Due to the large number of Maruti 800s sold in the Indian market, the term "Maruti" is commonly used to refer to this compact car model. Till recently the term "Maruti", in popular Indian culture, was associated to the Maruti 800 model.Maruti Suzuki India Limited, a subsidiary of Suzuki Motor Corporation of Japan, has been the leader of the Indian car market for over two decades. During 2006-07, Maruti Suzuki sold about 675,000 cars, of which 39,000 were exported. In all, over six million Maruti cars are on Indian roads since the first car was rolled out on December 14, 1983.Maruti Suzuki offers 10 models, ranging from the peoples car,

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Maruti 800, for less than Rs 200,000 ($ 5000) ex-showroom to the premium sedan SX 4 D,ZIRE and luxury SUV, Grand Vitara,Echo etc. Suzuki Motor Corporation, the parent company, is a global leader in mini and compact cars for three decades. Suzukis technical superiority lies in its ability to pack power and performance into a compact, lightweight engine that is clean and fuel efficient.Maruti is clearly an employer of choice for automotive engineers and young managers from across the country. Nearly 75,000 people are employed directly by Maruti and its partners.

(1d)PRODUCT PROFILE
2010 Maruti Suzuki 800 :
Ex-Showroom Price: Rs. 1,74,603 to Rs. 2,36,998

The Maruti 800 is the best value for money car on Indian roads. Unmatched fuel efficiency. Unbeatable purchase price. Hasslefree maintenance. Amazingly low cost of ownership. And many more such qualities make it a dream drive come true.
2010 Maruti Suzuki Alto :
Ex-Showroom Price: Rs. 2,05,067 to Rs. 3,04,150

Alto - The unmatched mileage, easy to drive, comfortable and low running cost.
2010 Maruti Suzuki A-Star

Ex-Showroom Price: Rs. 3,02,593 to Rs. 4,29,835

The A-Star is Marutis answer to all competition. With its superior engineering, the car promises great performance and an excellent driving experience. Club that with its several green features and good looks, and it becomes one of the best models in the compact hatchback segment.

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2010 Maruti Suzuki DZire Ex-Showroom Price: Rs. 4,03,522 to Rs. 7,04,474

The saga begins with pleasure, tranquility & gratification and ends in sophistication, safety & style. The protagonist of this story is none other than Maruti DZire. Go desire it thoroughly!!

2010 Maruti Suzuki Eeco

Ex-Showroom Price: Rs. 2,42,133 to Rs. 3,10,476

The Maruti Eeco offers spacious interiors, flexible seating, contemporary styling and great performance all at an unbelievable price. Ideal for both driving to work and vacationing with your family, it promises the comfort of a big car.

2010 Maruti Suzuki Estilo Ex-Showroom Price: Rs. 2,81,574 to Rs. 4,16,402

The new Estilo comes with all-new overall looks and advanced technological features. It is the second model from the Maruti Suzuki stable which is BSIV compliant, thanks to the K series engine & it has new efficient transmission technology and advanced 'Detent pin' gear shift mechanism
2010 Maruti Suzuki Grand Vitara Ex-Showroom Price: Rs. 13,80,000 to Rs. 18,68,357

Youll never believe this: the other day, we found a dilapidated lamp, unknowingly we rubbed it and this genie emerged out of it, granting us one wish. Now weve been longing a stylish, featurefilled car that doesnt cost the earth, so we were delighted when he

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handed us the Grand Vitara.

2010 Maruti Suzuki Gypsy Ex-Showroom Price: Rs. 4,53,582 to Rs. 5,45,380

Within each one of us lies a spirit of freedom & adventure. A spirit that seeks to unshackle oneself from the monotony of everyday living. To go off the beaten track of daily life to explore the unknown, to enjoy the spirit of exhilaration that our heart desires. This is the spirit of the Gypsy.
2010 Maruti Suzuki Omni Ex-Showroom Price: Rs. 1,80,258 to Rs. 2,52,619

The new Omni is amazingly good-looking. Performance matches safety in the new Omni.
2010 Maruti Suzuki Ritz Ex-Showroom Price: Rs. 3,50,922 to Rs. 5,41,401

The Maruti Ritz has, in a number of ways, redefined engine technology in India. The first BS IV compliant passenger car in the country, it also comes loaded with an array of safety features for both occupants and pedestrians.

2010 Maruti Suzuki Swift Ex-Showroom

Price: Rs. 3,60,791 to Rs. 5,46,448

The new swift is a generation different from Suzuki design. Styled with a clear sense of muscularity, its one-and-a-half box, aggressive form makes for a look of stability, a sense that it is packed with energy and ready to deliver a dynamic drive.
2010 Maruti Suzuki SX4 Ex-Showroom Price: Rs. 5,81,159 to Rs. 8,70,617

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The new Maruti Suzuki SX4 comes with plushiest beige interiors, impressive exteriors, latest VVT engine technology & great safety and security features to win many hearts. With such features, technology and contemporary style, SX4 is designed to give a tough competition to other cars in its segment.
2010 Maruti Suzuki Versa Ex-Showroom Price: Rs. 3,38,757 to Rs. 5,03,168

Maruti Suzuki Versa - Experience the joy of travelling together.

2010 Maruti Suzuki WagonR Ex-Showroom Price: Rs. 2,82,121 to Rs. 4,70,892

WagonR For the smarter race. The confident, intelligent wagonR gets even smarter & better. With a head-of-the-times technology under the hood, its a heady mix of trusted performance and breathtaking looks. Fully-loaded with new-age features to match your evolving lifestyle.

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(1e) . AUTHORIZED SERVICE CENTER PROFILE

The authorized service stations at Raipur & bhilai are as given below SKY AUTOMOBILES K.K. ROAD MOUDHAPARA RAIPUR RAIPUR CHATTISGARH 0771-4033339, 40 434

Address: City: State: Phone: Id:

Address: City: State: Phone: Id:

SKY AUTOMOBILES G.E.ROAD MOHABA BAZAR RAIPUR - 492 010 RAIPUR CHATTISGARH 0771-32-3615, 36,163,619 435

Address: City: State: Phone: Id:

SPARSH AUTOMOBILES PVT LTD Pachpedi Naka Dhamtari JagdalpurRoad,Raipur, CG RAIPUR CHATTISGARH 9826140072 436

GANAPATI MOTORS

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Address: City: State: Phone: Id:

OPP. NAGAR NIGAM OFFICE G.E. ROAD SUPELA BHILAI BHILAI CHATTISGARH 4032111, 4032444 430

Address: City: State: Phone: Id:

SKY AUTOMOBILES OPP. HOTEL ASHISH G.E.ROAD, POWER HOUSE BHILAI BHILAI CHATTISGARH 07742-291492 431

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2. INTRODUCTION TO RESEARCH WORK

2. INTRODUCTION TO RESEARCH WORK.

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The topic of my research is customer satisfaction towards authorized service station of maruti Suzuki.This research mainly focuses on those customers who prefers authorized service station for servicing.

This research was to determine what services were provided by the four wheeler company to their customers.

What were the reactions of the customers to the services provided by the company to them?

Design a survey question on the study of services provided by the company.

Conduct telephonic interview on the services provided. A directory database of available resources. A report on survey finding, including analysis and

recommendation.

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(2a). OBJECTIVES OF RESEARCH To study

Degree of customer satisfaction & regards with the after sales service provided by company. 1. Service provided by company to their customers. 2. Are the customer satisfied by the after sales service provided by the authorized service station of the company? 3. Routine Problems faced by customers after sales service.

(2b). RESEARCH METHODOLOGY MEANING OF RESEARCH

Research in common parlance refers to a search for knowledge. Once can also define research as a scientific and systematic search for pertinent information on a specific topic. In fact, research is an art of scientific investigation. The advanced learners dictionary of current English lays down the meaning of research as a careful investigation especially through search for new facts in any branch of knowledge.

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The research approach for the study exploratory research. Further this research was of descriptive type, which is an off shoot of conclusive research. The data collection was both primary and secondary data. The source was 30 customers.

SAMPLING
Sampling as a process may be defined as a structured way with which the items are chosen from given space be fitting for research study. Sampling as such is a probabilistic process with which the whole research depends upon as targets chosen for study provided for relevant data to meet desired object.

SAMPLE
It may be defined as a unit of an item chosen for study to draw desired inference. The sample is decided with reference to the objective of the study and properly defined in the chose the quality and quantity of sample for conclusive deduction for the study of he research.

POPULATION
It is for the purpose of sampling may be defined as designated part of universe which has the entire desired sample and of course a part of population is chosen to consist the size of the sample. The population always has the feature of homogeneity.

SAMPLE SIZE

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For carrying out any research or study on any subject it is very difficult to cover even 100% of respondents. Therefore the sample size has to be decided for a meaningful conclusion. For designing the sample, it was thought proper to cover 0 customers.

AREA OF STUDY
This study has been conducted in the Raipur & Bhilai city which covers all of the customers.

SOURCES OF DATA
Data are set of meaningful information which is used to draw conclusions. After Processing the data in a proper manner the data gets converted into meaningful Information, which is used for various purposes.

Data are basically of two types:-

PRIMARY DATAThe data which are collected for the first time and are original in character are known as primary data. The various types of methods used for collecting primary data are observational method, personal interview, questionnaire etc.

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SECONDARY DATAThat data which already exists or have been collected by someone else and which have already been passed through the statistical process is known as secondary data. Various sources of collecting secondary data are either published or unpublished sources such as auto expo 2009, & other web sites. The research conducted by some committee, student or unpublished reports can also be taken into consideration.

3
DATA ANALYSIS AND INTERPRETATION

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NAME:AGE:OCCUPATION:ADDRESS: Q1:- which car do you have? a) Maruti b) Tata

c) Hyundai

d) Other

Responses
Maruti Tata Hyundai Other

No. Responses
30 o o o

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Inference
From the above graph I can say that all 30 customers having marutisuzuki.

Q2:-What do you look into a 4 wheeler? a) Your budget b) Service provided by the companies c) Comfort d) Other

Responses
Budget service comfort Other

No. Responses
6 14 8 2

F actor for purchasingm aruti

2 8 6

Budget service comfort other features

Inference
From this graph,6 customers liks budget,14 peoples

14

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like after sales service,8 customers prefer comfort,& rest 2 customers go for other features.

Q3:-How old is your car? a) 1 year b) 2 years

c) 3 years

d) more than 3 years

Responses
1 year 2 year 3 year More than 3 years

No. Responses
8 7 6 9

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Inference
From this graph,it is clear that out of 30 respondents,8 customers car is 1 year old,7 customers car is 2 years old,6 customers car is 3 years old,& rest 9customers car is more than 3 years.

Q5: -If given the choice where would you like to take your car for servicing? a) Local service station b) authorized service station

Responses
Local service station Authorized service station

No. Responses
03 27

choicefor servicing
local service center Authorized service center

Inference

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From this graph it is clear that maximum customers.i.e,27 customers like to take their car to authorized service station,rather then local service station.

Q6:- Do you take your car to the local service center? a) Yes b) No

Responses
yes no

No. Responses
07 23

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Inference
From this graph it is clear that 23 customers are not preferring to local service center,and 07 customers are in favour of local service station.

Q7: - How frequently you take your car for servicing? a) Once in 6 months B) once in a year year d) more than 4 times

c) 3 to 4 times in a

Responses
Once in 6 months Once in a year 3-4 times in a year More than 4years

No. Responses
17 03 07 03

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Inference
This graph specifies that out of 30. 17 customers take their car once in 6 months for servicing & 3 customers once in a year,7 customers 3-4 times & 3 customers more than 4 times in a year.

Q8:-About how long did you have to wait before speaking to a representative? a) Immediately b) 3 to 5 minutes c) 5 to 10 minutes d) more than 10 minutes

Responses
immediately

No. Responses
13 08 06 03

3 to 5 minutes 5 to 10 minutes more than 10 10 minutes

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Inference
This graph shows that 13 respondents speaks immediately to representative,where 8 customers will have to wait for 3-5 minutes,& 6 customers will have to wait for 5-10 minutes & rest 3 customers will wait for more than 10 miutes to talk to representatives before servicing.

Q9: - Are you satisfied with the services provided by the companys service center ? a) Yes B) no

Responses yes no

No. Responses
27 03

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Inference
From this graph it is clear that 27 customers are fully satisfied with the services provided by authorized service center & rest 03 customers are not satisfied.

Q10:-In thinking about your most recent experience with maruti Suzuki. What was the quality of customer service you received? A) V.poor b) somewhat unsatisfactory c) about average d) satisfactory

Responses v.poor
Somewhat unsatisfactory

No. Responses
0 0 15 15
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About average
Satisfactory

Inference
From the above graph it states that 15 customers are satisfied about average & rest 15 are completely satisfied.

Q11:-Do any problems occur after servicing of your car? a) Yes b) no

Responses yes no

No. Responses
23 07

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Inference
From this graph it is clear that 23 customers face no problems,where 07 peoples faces some minor problems after servicing.

Q12: -Do you get the delivery of your car with in the promised time after servicing? a) Yes b) no

Responses yes no

No. Responses
16 14

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Inference This graph states that 16 customers delivered their car within promised time & rest 14 customers are not.

Q14:-Do you suggest your friends to take the service from authorized service center? a) Yes b) no

Responses Yes

No. Responses
26

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No

04

Inference This graph states that 26 customers suggest their friends for take service from authorized service station where rest 04 will not.

4.2.Hypothesis testing
Hypothesis testing is the often used strategy for deciding whether a sample data offer such support for a hypothesis that generalization can be made. Hypothesis testing enables us to make probability statements about population parameter(s). The hypothesis may not be proved absolutely, but in practice it is accepted if it has withstood a critical testing.

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Test adopted: ChiIn these there are two type of hypothesis:

a) Null hypothesis = Comfort & service are not

satisfactory. H0 : u 30

b) Alternate hypothesis = Comfort & service are Ha : u = 30-square Test

satisfactory.

Formula of chi square test: = ( O i Ei)2/Ei Oi = Observed frequency Ei = Expected frequency

N = number of question

S.NO

Observed Frequency

Expected frequency 7.5 7.5 7.5 7.5

( Oi Ei)

( Oi Ei)2

( Oi Ei)2/E

Budget After sale Service Comfort Other feature

6 14 8 2

-1.5 6.5 0.5 -5.5

2.25 42.25 0.25 30.25

0.3 5.6 0.03 4.03

= (Oi Ei)2/ Ei = 9.99 or 10

Degree of freedom = (n-1) = (4-1) = 3

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The table value of chi-square at 5% level of significance with 3 degree of freedom is 7.815 whereas the calculated value is 9.99 which is more than the table value. Thus, the null hypothesis is rejected and alternative hypothesis is accepted.

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4
Findings

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FINDINGS
In this survey I found that how much customer consider while purchasing maruti suzuki . My number of respondent is 30. This is the main factors which is influencing the customer when they are purchasing the maruti suzuki four wheeler. 1)my first preference in this research is service provided by authorized service station of marutisuzuki. 2) . All 30 customers having marutisuzuki. 3)6 customers liks budget,14 peoples like after sales service,8 customers prefer comfort,& rest 2 customers go for other features 4) out of 30 respondents,8 customers car is 1 year old,7 customers car is 2 years old,6 customers car is 5)3 years old,& rest 9customers car is more than 3 years 6) maximum customers.i.e,27 customers like to take their car to authorized service station,rather then local service ststion. 7)23 customers are not preferring to local service center,and 07 customers are in favour of local service station 8)maximum customers.i.e,27 customers like to take their car to authorized service station,rather then local service station. 9)23 customers are not preferring to local service center,and 07 customers are in favour of local service station.

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10)15 customers are satisfied about average & rest 15 are completely satisfied. 11) 16 customers delivered their car within promised time & rest 14 customers are not. 12) 26 customers suggest their friends for take service from authorized service station where rest 04 will not. The satisfaction level of customer in existing maruti suzuki four wheeler that 80%90% customers are satisfied with service provided by the company and 10% customer they little and not satisfied with after sales service of the companys authorized service center.

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5 conclusion

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CONCLUSION
From this research study I can conclude by saying that I was able to find out that the sales department of the company should be in touch with their regular customers. So that they feel that company do care for them by providing satisfactory after sales servicing. How the customers are willing to take their car to authorized service station.& what problems occurs after servicing Some questions in the questionnaire was open ended in which the customer him/herself has to fill their perception towards authorized service station of maruti Suzuki.. Maximum customers advice to the authorized service station is to deliver the car at promised time,& some customers are giving necessary advice to the service center. The company should be having elastic approach so that they can satisfy the needs of

the customers because in present situation customers are king.

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6 LIMITATIONS

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LIMITATIONS

Some of the respondents refused to fill the questionnaires. 1.The responses may vary as some people did not want to come up with real answers. 2.The people were busy in their own work so they might not have given actual responses.. 3. Limitation of time. 4.The survey is conducted only in few areas of Raipur & Bhilai;hence the results may vary in other parts of the cities. 5. Small sample size. 6.And like any other research the limitation of personal bias of respondents limits the scope of the study.

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7 SUGGESTIONS

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SUGGESTIONS
As discussed earlier the customers are satisfied with the service provided by the companies. Few of the suggestion regarding the services department is as under. The sales department of the company should be in touch with their regular customers. So that they feel that company do care for them, and the customers being brand loyal. The managers have to give the updates about the new policies of the companies. Whenever Company launches a new product or new schemes the customers must be knowledge able about that lunch. The seniors in the company should make their juniors more comfortable environment to work, if they do so it will affect the outcome and that will be beneficial to the company. The company should be having elastic approach so that they can satisfy the needs of the customers because in present situation customers are king.

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8
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BIBLIOGRAPHY & webliography

BIBLIOGRAPHY & webliography

www.google.com www.gaadi.com www.wikipedia.com www.marutisuzuki.com AUTO EXPO ( MARCH 2009 EDITION)

Research methodology - KOTHARI C.R New age international publisher.

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9
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Annexure

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QUESTIONNAIRE FOR CUSTOMERS:NAME:AGE:OCCUPATION:ADDRESS:Q1:- which car do you have? a) Maruti b) Tata c) Hyundai d) Other c)

Q2:-What do you look into a 4 wheeler? a) Your budget b) Service provided by the companies Comfort d) Other (___________________________________________) Q3:-How old is your car? a) 1 year b) 2 years c) 3 years d) more than 3 years

Q4:- what is the major issue arises in the car? _________________________________________________________________________ _________________________________________________________________________ __________________ Q5: -If given the choice where would you like to take your car for servicing? a) Local service station b) authorized service station Q6:- Do you take your car to the local service center. if yes then why? a) Yes(______________________________________) b) No Q7: - How frequently you take your car for servicing? a) Once in 6 months B) once in a year d) more than 4 times

c) 3 to 4 times in a year

Q8:-About how long did you have to wait before speaking to a representative? a) Immediately b) 3 to 5 minutes c) 5 to 10 minutes d) more than 10 minutes

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Q9: - Are you satisfied with the services provided by the companys service center .if no then why? a) Yes B) no (__________________________________________) Q10:-In thinking about your most recent experience with maruti Suzuki. What was the quality of customer service you received? A) V.poor b) somewhat unsatisfactory c) about average d) satisfactory Q11:-Do any problems occur after servicing of your car? a) Yes b) no Q12: -Do you get the delivery of your car with in the promised time after servicing? b) Yes b) no Q13:-Are you satisfied with the staff behavior of authorized service center? a) Yes b) no

Q14:-Do you suggest your friends to take the service from authorized service center. why? a) Yes b) no (____________________________________________________________________ ________________________________________________________) Q15:- Do you want to suggest to the service center anything particularly? _____________________________________________________________________ _____________________________________________________________________ ___________

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