Professional Documents
Culture Documents
The KATARIA GROUP was founded by Mr. Shobhagmal Kataria in the year 1956
and has grown to become one of the biggest Transport Operators in India, having 60
branches. The Kataria group has since expanded its wings, by way of expansion and
diversificationin various sectors, the first being in 1984 with dealerships of LML 2
wheelers. It further expanded its wings to become one of the Most Trusted Brand for
Maruti Car Dealership in 1996. Not stopping at its unflinched Automobile Growth, it
further acquired the dealership of TVS Two Wheelers in 2003
Today Kataria Automobiles is one of the "most trusted brands" in the "Automobile
Dealership of Maruti Suzuki with Showrooms in Ahmadabad, Surat, Navsari and
Vapi Today the Kataria Group is proud to have a family of 2000 dedicated, satisfied
and committed work force. The Group further has a "satisfied" customer base of more
than 2, 00,000 happy families.
Kataria group has introduced, as one of the diversified business enterprise, with the
operation in the spanning field, from transport to the telecom industry. Kataria started
its operation and makes a name with the transport business and very soon become one
of the largest fleet in the industry.
Than after Kataria group has take entry in automobiles industry, with a two-wheeler
dealership in 1983. After that we were developed our business with four-wheelers
dealership of Maruti Suzuki Ltd at DariapurDarwaja in ahemdabad and it is the head-
office of Kataria Automobiles Ltd. The last decade has been us growing and to be one
of the largest dealer of Maruti Suzuki in India.
1
Management of Kataria Automobiles Pvt. Ltd.
Relationship between the Government of India, under the United Front (India)
coalition and Suzuki Motor Corporation over the joint venture was a point of heated
debate in the Indian media until Suzuki Motor Corporation gained the controlling
stake. This highly profitable joint venture that had a near monopolistic trade in the
Indian automobile market and the nature of the partnership built up till then was the
underlying reason for most issues. The success of the joint venture led Suzuki to
increase its equity from 26% to 40% in 1987, and further to 50% in 1992. In 1982,
both the venture partners entered into an agreement to nominate their candidate for
the post of Managing Director and every Managing Director would have tenure of
five years
2
History of Maruti Suzuki Company:
Suzuki Motor Company was chosen from seven prospective partners worldwide. This
was due not only to their undisputed leadership in small cars but also to their
commitment to actively bring to MUL modern technology and Japanese management
practices (which had catapulted Japan over USA to the status of the top auto
manufacturing country in the world).
A license and a Joint Venture agreement were signed between Govt of India and
Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in Oct1982.
Maruti (subsidiary of Suzuki), has made profits every year since inception except
2000-01. In 2001-02, we made a profit (before tax) of Rs 1183 million. In 2002-03,
the profit (before tax) rose to Rs 2821 million, recording a growth of 138.4%over the
previous year.
Maruti revolutionized the way Indians looked at cars. "No other car company so
completely dominates its home market" - (The Economist). MUL is the first and only
car company in the world to lead its home market in terms of both market share and in
the JD Power Customer Satisfaction study (JD Power Asia Pacific 2000 India
Customer Satisfaction studies). It is also the only car company in the world to be Top
ranked four times in a row (2000, 2001, 2002 & 2003).
3
The Company offers 15 brands and over 150 variants ranging from people's car
Maruti 800 to the latest Life Utility Vehicle, Ertiga. The portfolio includes Maruti
800, Alto, Alto K10, A-star, Estilo, WagonR, Ritz, Swift, Swift DZire, SX4, Omni,
Eeco, Kizashi, Grand Vitara, Gypsy and Ertiga. In an environment friendly initiative,
in August 2010 Maruti Suzuki introduced factory fitted CNG option on 5 models
across vehicle segments. These include Eeco, Alto, Estilo, Wagon R and Sx4. With
this Maruti Suzuki became the first company in India to introduce factory fitted CNG
vehicles.
In terms of number of cars produced and sold, the Company is the largest subsidiary
of Suzuki Motor Corporation. Cumulatively, the Company has produced over 10
million vehicles since the roll out of its first vehicle on 14th December, 1983.
Maruti Suzuki is the only Indian Company to have crossed the 10 million sales mark
since its inception. In 2011-12, the company sold over 1.13 million vehicles including
1, 27,379 units of exports.
The Company employs over 9000 people (as on 31st March, 2012). Maruti Suzuki's
sales and service network is the largest among car manufacturers in India. The
Company has been rated first in customer satisfaction in the JD Power survey for 12
consecutive years. Besides serving the Indian market, Maruti Suzuki also exports cars
to several countries in Europe, Asia, Latin America, Africa and Oceania.
4
INTRODUCTION ABOUT TOPIC
Meaning of Customer:-
Satisfaction level means that you are satisfied of what you have achieve.
5
LITERATURE REVIEW
This study analysed the consumers attitude towards European, Japanese and the US
cars. The country of origin plays a significant role in the consumers behaviour. The
brand name, lower price and distributors reputation completely have a significant
impact on the sale of passenger cars. However, the study differs from the above in
that the buyer behaviour in Namakkal in Tamil Nadu was sought to be analysed.
6
Wiesaw Urban, Customers experiences as a factor affecting perceived Service
quality, EKONOMIKA IR VADYBA: 2010. 15, ISSN 1822-6515, pp. 15-19.
This thesis discusses and analyses expectations and perceptions about service quality
in Destination Gotland. The aim is to analyse and research about the role of service
quality for creating customer satisfaction and to find out the gap between expectations
and perceptions through the customer point of view. The perceptions can be described
as satisfaction or lack of satisfaction. The survey was constructed as a case-study and
was based on the quantitative method. The results from the different dimensions show
that there is a gap between the expectations and perceptions, which means that the
customers are not fully satisfied with the service quality at Destination Gotland.
7
Dina El Kayaly and Dr Ahmed Taher, Developing a Benefit-based
measurement scale using Factor analysis: an improved method for understanding
Egyptian car buyers, International Review of Business Research Papers Volume
6. Number 4, September 2010. pp. 58 76.
This article proposes a model which is the first comprehensive formalisation of the
three dimensions of marketing applied to the automobile industry in the Arab World.
This study is an attempt to develop and test a measurement tool aiming at quantifying
the factors affecting satisfaction, customer's satisfaction and loyalty. The validity and
reliability of the measurement scale was tested in the case of Egyptian car industry.
To do that, an instrument was developed on the basis of extensive previous studies,
management experts and personal professional experience. The measurement scale
was applied to Egyptian car owners of a certain (one single) brand to avoid the brand
moderation effect. The scale was found to be reliable and valid. The validity was
tested using an exploratory factor analysis. In conclusion, this study suggests testing
the effect of the three key drivers / dimensions on customer's satisfaction and
consequently on customer's loyalty, and using the results to guide the marketing
activities of car agents working in Egypt. It also suggests investigating the scale in
different industries and contexts.
8
Adele Berndt, Investigating service quality dimensions in South African motor
vehicle servicing, African Journal of Marketing Management Vol. 1(1), April
2009. Online http://www.academicjournals.org/ajmm, pp. 1-9.
The motor industry plays a critical role in the economy of South Africa, with respect
to both GDP and employment. Service quality is a fundamental aspect of service
provision, and this is especially the case with motor vehicles, where substantial profits
are generated in the servicing of vehicles. The study was conducted using a
convenience sample of seven hundred and sixty one respondents who were the owners
of various brands of motor vehicles. The questionnaire was a self-completion
questionnaire which consisted of three sections. The factor analysis of the research
indicated that five service quality factors could be identified. Apart from the tangible
factor, the factors identified differed from the dimensions of service quality proposed
by Parasuraman et al. (1988). The dimensions identified also differed from other
studies conducted in service quality dimensions in this context, highlighting the
variable nature of service quality. The implication of this study is that the customer
perceives the way in which the service is delivered as critical in evaluating service
quality.
9
RESEARCH METHODOLOGY
Research Objective:
Primary objective:
To identify and evaluate the customers satisfaction level towards after sales
services provided by Kataria automobiles Navsari.
Secondary Objective:
To find out customer expectation regarding after sales services at kataria
automobiles.
To know whether existing buyers would advise their friends and relative to by
maruti Suzuki car from kataria.
Research Design:
In the researcher, there is mainly three researches design:
1. Exploratory research design
2. Descriptive research design
3. Causal research design
Here according to research topic the researchers select Descriptive research
design. Because in this research it studies various factors that have affect to
purchase of Maruti Suzuki car at Kataria Automobiles.
Sources of Data:
This research is based on Primary data, and required data are collected from
Questionnaire.
Sample size:
Sample size is 100.
10
DATA ANALYSIS AND INTERPRETATION
Valid Cumulative
Frequency Percent Percent Percent
11%
Interpretation:
It was found that 52% respondents have been to kataria automobiles for less than 1
year, 11% respondents have been to kataria automobiles for 1-3 year, and 37%
respondents have been to kataria automobiles for 3-5 year.
11
How Frequently you get your vehicle serviced
Valid Cumulative
Frequency Percent Percent Percent
At certain period of
33 33.0 33.0 71.0
time
At certain kms
29%
38%
At certain period of
time
Unless the problem
arise
33%
Interpretation:
From the above table we find that 38% respondents get their vehicle serviced at
certain kms, 33% respondents get their vehicle serviced at certain period of time, and
29% of respondents get vehicle serviced unless the problem arise from the kataria
automobiles.
12
3. What kind of Queuing methodology / technique do kataria automobiles
offer?
21%
39% First come first serve
Advance booking
On the spot
40%
Interpretation:
It was found that 39% respondents technique for kataria automobile offer from first
come first serve, 40% respondents technique for kataria automobile offer from
advance booking , and 21% respondents technique for kataria automobile offer from
on the spot.
13
4. What time does it usually takes to get the car serviced ?
Valid Cumulative
Frequency Percent Percent Percent
14%
34% 1 - 2 hours
17% 2 - 3 hours
3 - 4 hours
More than 4 years
35%
Interpretation:
It was found that 34% of respondents gets car serviced at the period of 1-2 hours, 35%
respondents gets their car serviced from 2-3 hours, 17% respondents gets car serviced
from 3-4 hours and 14% respondents gets their car service from more than 4 hours.
14
5. What is your experience after the vehicle service is provided?
Valid Cumulative
Frequency Percent Percent Percent
problem's completely
16% resolved
36% problem's partially
7%
resolved
service provided is
not at all satisfactory
41% new problem arises
Interpretation:
It was found that 36% respondents says that problems gets completely resolved,
41% respondents after the vehicle service is done, problems partially gets resolved ,
7% respondents says that vehicle service provided is not at all satisfactory. 16%
respondents after the vehicle service is done new problem arises.
15
6. In case of any slack occuring due to service provided, do you get free
redressal?
Valid Cumulative
Frequency Percent Percent Percent
23%
yes
no
77%
Interpretation:-
The above chart shows that 77% respondents agree that they get free redressal from
kataria automobile and 23% of respondent says that they dont get free redressal.
16
7. What is the usual redressal time taken by the company?
Valid Cumulative
Frequency Percent Percent Percent
immediate redressal
27%
37%
redressal at the time
of next service
delayed redressal
36%
Interpretation:
The above table shows that 37% of respondents gets immediate redressal, 36%
respondents gets redressal that the time of next service, 27% of respondents says that
they get delayed redressal.
17
8. Rating of customer satisfaction towards kataria automobiles ?
Valid Cumulative
Frequency Percent Percent Percent
highly
5 5.0 5.0 100.0
dissatisfied
Interpretation:
37% of the respondents are highly satisfied with the services that are provided by
kataria automobiles, 36% of respondents are satisfied with the services provided by
kataria automobiles, 17% of respondents are neutral with the services provided by
kataria automobiles, 5% respondent are highly dissatisfied and 5% respondents are
dissatisfied with the services provided by kataria automobiles.
18
Facility provided to you by kataria automobiles
Valid Cumulative
Frequency Percent Percent Percent
highly
4 4.0 4.0 100.0
dissatisfied
4%4%
highly satisfied
34% satisfied
25%
neutral
dissatisfied
highly dissatisfied
33%
Interpretation:
34% respondents are highly satisfied, 33% respondents are satisfied, 25%
respondents are neutral with the facility provided by kataria, 4% of respondent are
highly dissatisfied with the facility provided by kataria and 4% respondents are
dissatisfied.
19
Paying attention towards your suggestions and complaints
Valid Cumulative
Frequency Percent Percent Percent
highly
4 4.0 4.0 100.0
dissatisfied
Interpretation:
It was found that 36% respondents are highly satisfied, 33% respondents are satisfied,
22% respondents are neutral, 5% respondent are highly dissatisfied and 4%
respondents are dissatisfied.
20
Availability of spare parts
Valid Cumulative
Frequency Percent Percent Percent
highly
4 4.0 4.0 100.0
dissatisfied
4%4%
highly satisfied
17% 37% satisfied
neutral
dissatisfied
highly dissatisfied
38%
Interpretation:
It was found that 37% respondents are highly satisfied, 35% respondents are satisfied,
17% respondents are neutral, 4% respondent are highly dissatisfied and 4%
respondents are dissatisfied.
21
24*7 breakdown assistance
Valid Cumulative
Frequency Percent Percent Percent
highly
5 5.0 5.0 100.0
dissatisfied
5%
6% highly satisfied
27%
satisfied
neutral
32%
dissatisfied
30% highly dissatisfied
Interpretation:
It was found that 27% respondents are highly satisfied, 30% respondents are satisfied,
32% respondents are neutral, 6% respondents are highly dissatisfied and 5%
respondents are dissatisfied.
22
Recommendation
Valid Cumulative
Frequency Percent Percent Percent
Frequency
17%
yes
no
83%
Interpretation:-
The above chart shows that 83% respondents will recommend to get car serviced from
kataria Automobiles and 17% would not recommend kataria automobiles to their
family and friends.
23
Purchase
Valid Cumulative
Frequency Percent Percent Percent
yes
100%
Interpretation:-
It was found the chart shows that 100% of the purchase the next car from kataria
automobile.
24
Age:
Age
Valid Cumulative
Frequency Percent Percent Percent
11%
24%
<20
21-40
29%
41-55
>56
36%
Interpretation:
. From the above analysis, it can be noted that the majority belongs to age group
between <20 (24% respondents), while the age group of 21-40 consists of 36%
respondents, further 29% respondents fall under the 41-55 age group and lastly only
11% respondent fall under >56 age group who prefer and are able to recall the
products of kataria automobile.
25
Gender:
Gender
Valid Cumulative
Frequency Percent Percent Percent
14%
male
female
86%
Interpretation
As per above chart 100% respondent are divided in different gender they belong so if
I see that than I can conclude that there are 86 % male, and 14 % female people like
kataria automobile in navsari area so We can conclude most of the people in navsari
area are male of 86%.
26
Occupation:
Occupation
Valid Cumulative
Frequency Percent Percent Percent
8%
service
21% 40% student
self-employed
other
31%
Interpretation
As per above chart 100% respondent are divided in different occupation they belong
so if I see that than I can conclude that there are 40% service, 31% student, 21% self
employed, 8% others.
27
Income:
Income
Valid Cumulative
Frequency Percent Percent Percent
20%
32% <10000
10000-25000
26000-45000
23%
46000 and above
25%
Interpretation
From the above chart we can interpret that out of 100 respondent 20% people income
is <10000, 23% people income is 10000 to 25000, 25% people income is 26000 to
45000,and 3% people income is >46000.
28
FINDINGS
52% respondents have been to kataria automobiles for less than 1 year, 11%
respondents have been to kataria automobiles for 1-3 year, and 37%
respondents have been to kataria automobiles for 3-5 year.
38% respondents get their vehicle serviced at certain kms, 33% respondents
get their vehicle serviced at certain period of time, and 29% of respondents get
vehicle serviced unless the problem arise from the kataria automobiles.
39% respondents technique for kataria automobile offer from first come first
serve, 40% respondents technique for kataria automobile offer from advance
booking , and 21% respondents technique for kataria automobile offer from on
the spot.
34% of respondents gets car serviced at the period of 1-2 hours, 35%
respondents gets their car serviced from 2-3 hours, 17% respondents gets car
serviced from 3-4 hours and 14% respondents gets their car service from more
than 4 hours.
36% respondents says that problems gets completely resolved, 41%
respondents after the vehicle service is done, problems partially gets resolved
, 7% respondents says that vehicle service provided is not at all satisfactory.
16% respondents after the vehicle service is done new problem arises.
77% respondents agree that they get free redressal from kataria automobile
and 23% of respondent says that they dont get free redressal.
37% of respondents gets immediate redressal, 36% respondents gets redressal
that the time of next service, 27% of respondents says that they get delayed
redressal.
37% of the respondents are highly satisfied with the services that are provided
by kataria automobiles, 36% of respondents are satisfied with the services
provided by kataria automobiles, 17% of respondents are neutral with the
services provided by kataria automobiles, 5% respondent are highly
dissatisfied and 5% respondents are dissatisfied with the services provided by
kataria automobiles.
34% respondents are highly satisfied, 33% respondents are satisfied, 25%
respondents are neutral with the facility provided by kataria, 4% of respondent
29
are highly dissatisfied with the facility provided by kataria and 4%
respondents are dissatisfied.
36% respondents are highly satisfied, 33% respondents are satisfied, 22%
respondents are neutral, 5% respondent are highly dissatisfied and 4%
respondents are dissatisfied.
37% respondents are highly satisfied, 35% respondents are satisfied, 17%
respondents are neutral, 4% respondent are highly dissatisfied and 4%
respondents are dissatisfied.
27% respondents are highly satisfied, 30% respondents are satisfied, 32%
respondents are neutral, 6% respondents are highly dissatisfied and 5%
respondents are dissatisfied.
83% respondents will recommend to get car serviced from kataria
Automobiles and 17% would not recommend kataria automobiles to their
family and friends.
100% of the purchase the next car from kataria automobile.
Age group between <20 (24% respondents), while the age group of 21-40
consists of 36% respondents, further 29% respondents fall under the 41-55 age
group and lastly only 11% respondent fall under >56 age group who prefer
and are able to recall the products of kataria automobile.
100% respondent are divided in different gender they belong so if I see that
than I can conclude that there are 86 % male, and 14 % female people like
kataria automobile in navsari area so We can conclude most of the people in
navsari area are male of 86%.
100% respondent are divided in different occupation they belong so if I see
that than I can conclude that there are 40% service, 31% student, 21% self
employed, 8% others.
20% people income is <10000, 23% people income is 10000 to 25000, 25%
people income is 26000 to 45000,and 3% people income is >46000.
30
CONCLUSION
The study was conducted with an objective to find out the customer
satisfaction after sales services at kataria automobiles. As the company have
many customers they look after all the customer and take care of the entire
thing regarding their services and they want that the customer should be
satisfied so that they will come to them again. For Kataria customer is at
center they think if the customers are not satisfied their business is nothing.
Customers are satisfied and they recommend others to get service from the
Kataria Automoblies.
31
BIBLIOGRAPHY
http://www.google.co.in/search?client=firefoxa&rls=org.mozilla%3AenUS%3
Aofficial&channel=s&hl=en&source=hp&biw=1280&bih=866&q=history+of
+car&meta=&btnG=Google+Search
http://www.ausbcomp.com/~bbott/cars/carhist.htm
http://www.google.co.in/search?q=marutisuzuki&ie=utf-
8&oe=utf8&aq=t&rls=org.mozilla:en-US:official&client=firefox-a
http://www.academicjournals.org/ajbm
http://www.eurojournals.com/jmib.htm
http://www.indianjournals.com/ijor.aspX?target=ijor:ijmmr&volume=2&issue
=7&article=003
www.kataria.co.in
32
Questionnaire
( ) 1-3 year
( ) At certain kms.
( ) Advance booking
6. In case of any slack occuring due to service provided, do you get free redressal?
33
( ) Yes
( ) No
( ) Delayed redressal
1.Courtesy &
Friendliness during
delivery
2.Facility provided to
you.
3. Paying attention
towards your suggestions
and complaints.
4.Availability of Spare
parts at particular time.
5.24x7 breakdown
assistance.
9. Recommend kataria automobiles to my friends and family.
( ) Yes
( ) No
10. Will you purchase your next car from kataria automobiles?
( ) Yes
( ) No
34
Demographic Information
Age:
( ) <20 ( ) 41 55
( ) 21 40 ( ) >56
Gender:
( ) Male ( ) Female
Occupation:
( ) Service ( ) Student
( ) Self-employed ( ) Other
Monthly Income
Thank you.
35