1

OF

(Study post buying behavior of customers towards cars)

SUBMITTED TO

Department of management Lovely Professional University Phagwara

SUBMITTED BY:- SUBMITTED To:

Ahmad Ali Mr.Manish Rajput

Roll No-RS1904A07

Regt.No-10905794

Mohammad Abbas

RS1904-A24(10906034

RS1903B58 Rahul
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Acknowledgment
I take this opportunity to present my vote of thanks to all those guidepost who
really acted as lightening pillars to enlighten our way throughout this project that
has led to successful and satisfactory completion of this study.

We are really grateful to our COD Mr.Devdhar Shetty for providing us

with an opportunity to undertake this project in this university and providing us
with all the facilities. We are highly thankful to Mr.Manish Rajput for his active
support, valuable time and advice, whole-hearted guidance, sincere cooperation and
pains-taking involvement during the study and in completing the assignment of
preparing the said project within the time stipulated.

Lastly, We are thankful to all those, particularly the various friends , who have
been instrumental in creating proper, healthy and conductive environment and
including new and fresh innovative ideas for us during the project, their help, it
would have been extremely difficult for us to prepare the project in a time bound
framework.

Introduction of Post Purchase Behavior

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Post Purchase Behavior

Cognitive Dissonance

? Can minimize
through: Effective
communication
Did I make a good decision? Follow-up
Guarantees Under
Did I buy the right product? promise & Over
deliver Warranties
Did I get a good value?

We can easily judge post purchase behavior of customer by judging following things

Satisfaction
Actions

Use and Disposal

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Executive Summary
The automobile industry today is the most lucrative industry. Due to the increase in disposable
income in both rural and urban sector and easy finance being provided by all the financial
institutes, the passenger car sales have increased at the rate of 38% per annum in June 2005-06
over the corresponding period in the pervious year. Further competition is heating up in the sector
with a host of new players coming in and other like Porsche, Bentley, Audi, and BMW all set to
venture in the Indian markets. One factor that could help the companies in the marketing of their
product is by knowing and creating a personality for their brands. This report attempts to answer
some of the questions regarding brand personality of selected cars in India by conducting the
market research. This report is categorized into parts, deals with introduction to brand
personality, companies selected, product and the industry. The automobile industry today is the
most lucrative industry. Due to the increase in disposable income in both rural and urban sector
and easy finance being provided by all the financial institutes, the passenger car sales have
increased at the rate of 25% per annum in June 2005-06 over the corresponding period in the
previous year. Further competition is heating up in the sector with a host of new players coming
in and others like Porches, Bentley, Audi, and BMW all set to venture in Indian markets. One
factor that could help the companies in the marketing of their products is buying Behavior of the
consumers. The Buying behavior of the customers can be studied by knowing their perceptions
about the cars in the market and about the possible entrants in the market. One such technique is
by knowing and creating a personality for the brands. This personality sketching will help in
knowing what a customer (or a potential customer) thinks about a given brand of car and what are
the possible factors guiding a possible purchase. Similarly, the idea of measuring the customer
satisfaction will serve the same purpose of determining the customer perception. Thus, by
measuring the” willingness of existing users of a car to recommend it to others” will help the car
manufacturers to chalk out the entire Customer Buying Behavior. The reports shall attempt to
answer some of the questions regarding brand personality of selected cars in India by conducting
a market research. The market research will be helpful for the new car entrant companies in India
to find out the possible gaps between the customer expectations and the present market offerings.
This way these companies will be able to find their share in the ever-expanding Indian market.
 5

INTRODUCTION
It is true fact that if you are satisfied you recommended to others. Word of mouth and customer
satisfaction play a very important role in determining market perception about an automobile. It
is the market perception that determines the success of a company and so it is very important for
the car manufacturers to measure the “willingness of existing users of a product to recommend it
to others”. The same is a lot of interest to customers as well for it helps them make the purchase
decision. A car is one of the most significant purchases that an Indian household makes and this
project addresses the most important question that perplexes car manufacturers:“What makes the
perfect car that influence will willfully purchase?”The project highlights the factors that influence
the buying decision of a consumer.

The factor under consideration would be:

(1) Price
(2)Income of the consumer
(3) Features in the car
(4) Safety standard
(5) Warranty scheme
(6) Finance facility

Is an Indian consumer ready for more? Which is the driving motive behind the effective demand
of the car? How the coming of new models like swift does is going to effect the buying decision
of consumer and especially the Tata 1 lakh car. In other words, from the spread of choices offered
by various manufacturers under various segments, of which one the customer will finally turn the
ignition on and drive. Customer satisfaction index: some of the most advance thinking in the
business world recognizes that customer relationships are best treated as assets, and that
methodical analysis of these relationships can provide a road map for improving them. There is
obviously a strong link between customer satisfaction and customer retention. Customer’s
perception of service and quality of product will determine the success of the product or service
in the market. With better understanding of customer’s perceptions, companies can determine the
actions required to meet the customer’s needs. They can identify their own strengths and
weaknesses, where they stand in comparison to their competitors, chart out the path future
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progress and improvement. Customer satisfaction measurement helps to promote an increased

focus on customer outcomes and stimulate improvements in the work practices and processes
used within the company. Customer expectations are the customer-defined attributes of your
product or service. We cannot create satisfaction just by meeting customer’s requirements fully
because these have to be met in any case. However falling short is certain
to create dissatisfaction. Major attributes of customer satisfaction can be summarized as:
(1) Product quality
(2) Product packaging
(3) Keeping delivery commitments
(4)Price
(5)Responsiveness and ability to resolve complaints and reject reports
(6) Overall communication, accessibility and attitudes

CONSUMER BEHAVIOR AND CAR DECISION

Consumer behavior refers to the mental and emotional process and the observable behavior of
consumers during searching, purchasing and post consumption of a product or service. Consumer
behavior involves study of how people buy, what they buy, when they buy , why they buy and
from there they buy. It blends the elements from psychology, sociology, sociopsychology,
anthropology and economics. It also tries to assess the influence on the consumer from groups
such as family, friends, reference groups and society in general. Buyer behavior has two aspects:
the final purchase activity visible to any observer and the detailed or short decision process that
may involve the interplay of a number of complex variables not visible to anyone.
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LITERATURE REVIEW

Davos India January 2006 in its research on automotive identified a key trend in
passenger vehicle segment that with rising income levels and availability of better
financing options, customers are increasingly aspiring for higher-end models. There
has been a gradual shift from entry-level models to higher-end models in each
segment. Tata Nano is an entry-level car which has reduced the cost of owning a
car significantly as mentioned above. In their research, Davos identified an increase
in the number of households who come in the consumer class by about 68% from
the year 2001 to 2006. Many aspirants have actually converted into the consumer
class. Many such studies done on the income level relation with the purchase of
cars suggest that the income level transition has to be taken into consideration in
this research. As per the trends reflected in the researches done so far, it can be
postulated that a high income customer might not be a customer for Tata Nano
while the average income group and the people under transition from low to high...
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AN OVERVIEW OF

CONSUMER BUYING BEHAVIOR

Consumer behaviour refers to the mental and emotional process and the observable behaviour
of consumers during searching, purchasing and post consumption of a product or service.
Consumer behaviour involves study of how people buy, what they buy, when they buy and
why they buy. It blends the elements from psychology, sociology, sociopsychology,
anthropology and economics. It also tries to assess the influence on the consumer from
groups such as family, friends, reference groups and society in general.
Buyer behaviour has two aspects: the final purchase activity visible to any observer and the
detailed or short decision process that may involve the interplay of a number of complex
variables not visible to anyone.

Factors Affecting Consumer Buying Behaviour:

Consumer buying behaviour is influenced by the major three factors:
1. Social Factors
2. Psychological Factors
3. Personal Factors.

Social Factors

Social factors refer to forces that other people exert and which affect consumers’
purchase behaviour. These social factors can include culture and subculture, roles and family,
social class and reference groups.
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Example:
By taking into consideration Reference group, these can influence/ affect the consumer
buying behaviour. Reference group refers to a group with whom an individual identifies
herself/ himself and the extent to which that person assumes many values, attitudes or
behaviour of group members. Reference groups can be family, school or college, work group,
club membership, citizenship etc.
Reference groups serve as one of the primary agents of consumer socialization and
learning and can be influential enough to induce not only socially acceptable consumer
behaviour but also socially unacceptable and even personal 6 destructive behaviour.
For example, if fresher student joins a college / university, he/she will meet different
people and form a group, in that group there can be behaviour patterns of values, for example
style of clothing, handsets which most of group member prefer or even destructive behaviour
such as excessive consumption of alcohol, use of harmful and addictive drugs etc. So,
according to how an individual references him / herself to that particular reference group, this
will influence and change his/her buying behaviour.

Psychological Factors
These are internal to an individual and generate forces within that influence her/his
purchase behaviour. The major forces include motives, perception, learning, attitude and
personality.

Example:
Attitude is an enduring organization of motivational, emotional, perceptual and
cognitive processes with respect to some aspect of our environment. Consumer form attitude
towards a brand on the basis of their beliefs about the brand. For example, consumers of Sony
products might have the belief that the products offered by Sony are durable; this will
 10

influence those customers to buy Sony products due to this attitude towards the brand.

Personal Factors
These include those aspects that are unique to a person and influence purchase
behaviour. These factors include demographic factors, lifestyle, and situational factors.

Example:
Lifestyle is an indicator of how people live and express themselves on the basis of their
activities, interests, and opinions. Lifestyle dimension provide a broader view of people about
how they spend their time the importance of things in their surroundings and their beliefs on
broad issues associated with life and living and themselves. This is influenced by
demographic factors and personality.

Consumer decision making process generally involves

five stages:

Need Search Alternative Purchase Post

Recognition Information Evaluation Action Purchase
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POST-PURCHASE CONSUMER BEHAVIOR

Satisfaction
After the sale, the buyer will likely feel either satisfied or dissatisfied. If the buyer beleives that
s/he received more in the exchange than what was paid, s/he might feel satisfied. If s/he believes
that s/he received less in the exchange than what was paid, then s/he might feel dissatisfied.
Dissatisfied buyers are not likely to return as customers and are not likely to send friends,
relatives, and acquaintences. They are also more likely to be unhappy or even abusive when the
product requires post-sale servicing, as when an automobile needs warranty maintenance. The
above idea can be modeled as Homans' basic exchange equation:

Profit = Rewards - Costs

Unfortunately, even a buyer who "got a good deal" with respect to price and other terms of the
sale might feel dissatisfied under the perception that the salesperson made out even better. This
idea is called equity theory, where we are concerned with:
Outcomes of A
Inputs of A

vs.

Outcomes of B
Inputs of B
Consider, for example, that you have purchased a used car for $14,000 after finding that the
"e;blue book" value is listed at $16,000. You are probably delighted with the purchase until you
accidentally meet the prior owner who had received a trade-in of $10,000 on the car just a few
days before. That the dealer appears to have received substantially greater benefit than you could
lead to extreme dissatisfaction, even though you received good value for the money spent. (Note
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that the selling dealer might actually have paid $12,000 for the car at a statewide dealer's auction,
and then might have incurred another $1,000 in expenses associated with transporting the car and
preparing it for sale. Management of buyer perceptions is very important!)
An issue related to this is attribution theory. According to attribution theory, people tend to
assign cause to the behavior of others. Mary's life insurance agent advises her to purchase a
whole life policy, while her accountant advises her, "buy term insurance and invest the
difference.". The reason, explains the accountant, "is that insurance agents receive substantially
higher commission payments on sales of whole life policies."
If Mary believes that the insurance agent is recommending a product merely because he
receives a higher commission, she will likely be displeased with the relationship and will not
take his recommendation. If the agent is able to show Mary that the recommended product is the
best solution for her situation, then she will likely attribute his recommendation to having her
best interests in mind and will not be concerned about how it is that he is compensated for his
services.

Cognitive dissonance
It has to do with the doubt that a person has about the wisdom of a recent purchase
It is very common for people to experience some anxiety after the purchase of a product that is
very expensive or that will require a long term commitment. Jane and Fred, for example, signed
a one year lease on an apartment, committing themselves to payments of $1500 per month. A
week later, they are wondering if they should have instead leased a smaller $900 apartment in a
more rough part of town; they are not sure if they really can afford this much of a monthly
obligation. Dick and Sally, on the other hand, ultimately rented the $900 apartment, and now
are wondering if the savings in rent will be offset by noisy and sometimes unsafe conditions in
this neighborhood. Perhaps neither couple would be experiencing this anxiety if their landlords
had given them just the smallest of assurances that they had made a good decision. After a close
on products that are expensive or that require a long term commitment, the salesperson should
provide the prospect with some reasons to be happy with the decision. Allow the car buyer to
reinforce her own positive feelings by calling her a week after the purchase to ask how things are
going. Call the new life insurance policy holder after two months to see if there are any
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questions; a lack of questions can only help the buyer to convince himself that he did the right
thing.

Post-purchase Actions
Consumer favourable post-purchase evaluation leads to satisfaction. Satisfaction
with the purchase is basically a function of the initial performance level expectation and
perceived performance relative to those expectations. Consumer tends to evaluate their
wisdom on the purchase of that particular product. This can result to consumer experiencing
post purchase dissatisfaction. If the consumer’s perceived performance level is below
expectation and fail to meet satisfaction this will eventually cause dissatisfaction, and so the
brand and/ or the outlet will not be considered by the consumer in the future purchases. This
might cause the consumer to initiate complaint behaviour and spread negative word-of-mouth
concerning that particular product.

Example: (continuing from previous…)

If he/she decided to buy a car he/she will try to compare the performance, speed,
mileage and comfort of the particular car, whether they meet his/her expectations. If he/she
would find that his/ her expectations are meet she will be satisfied, if she found that there are
more additional features that he/she did not expect this car to have, she will be delighted,
otherwise she will be dissatisfied.
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QUESTIONNAIRE

Name: ....................................

Date: ..................................

Q1: What is/was your need regarding Xylo?

................................................................................................................

Q2: Are you getting total value of the money?

High Value Total value

Somewhat Value Nothing

Q3: How is price of the “Xylo” ?

Very costly Costly Reasonable

Q4: What do you want extra in “Xylo”?

1......................................... 2 .......................................... 3..........................................

Q5: Top Of Mind (TOM)

a) How do you got to know about “Xylo”

Advertisement Friends Newspaper

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Magazines Others

Q6: Mode of purchase?

Finance Cash

Q7: Who influence to purchase “Xylo”?

Self Decision Kids Friends Other FamilyMember

Q8: How much you are satisfied with “Xylo”?

Highly satisfied Satisfied Highly Dissatisfied Dissatisfied

Q9 : Is advertisement is helpful for decision making ?

Really helpful Sometime helpful It is not helpful

Q10: Availability Of “Xylo” Spare parts .

Hardly Available Available Easily Available

Q11: Brand Preference?

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Xylo Scorpio Safari Innova

Q12: Are you satisfied with the after sale service of “Xylo” ?

Highly Satisfied Satisfied Dissatisfied Highly Dissatisfied

Q13: How is your Company contact?

Once in a month Once in quarter On every Occasion Never

INTERPRETATION - 1
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1. Customer’s needs towards Mahindra XYLO .

PARTICULAR NO. OF RESPONDENT PERCENTAGE (%)

BIG/FAMILY CAR 40 40%

LOOKS 21 21%
ECONOMICAL 24 24%
LUXARY/ COMFORT 15 15%
TOTAL 100 100%

FROM THE INTERPRETATION IT IS CONCLUDED THAT THE

MAJOR NEEDS OF THE CUSTOMER TOWARDS MAHINDRA
“XYLO”
➢ 40% CUSTOMERS HAD TO BUY A BIG OR FAMILY CAR.
➢ 21% CUSTOMERS HAD TO BUY A NEW LOOK OR NEW MODEL OF THE
CAR.
➢ 24% CUSTOMERS HAD TO BUY AN ECONOMICAL/REASONABLE CAR.
➢ 15% CUSTOMERS HAD TO BUY LUXARY AND COMFORATBLE CAR.

INTERPRETATION - 2
1. V alue Perception of the Customers towards “XYLO”
PARTICULAR NO. OF RESPONDENT PERCENTAGE
HIGH VALUE 36 36%
TOTAL VALUE 43 43%
SOMEWHAT VALUE 18 18%
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NO VALUE 03 3%
TOTAL 100 100%

FROM THE INTERPRETATION 2 IT IS CONCLUDED THAT.....

➢ 36% CUSTOMERS ARE GETTING HIGH VALUE FROM THE “XYLO”.

➢ 43% CUSTOMERS ARE GETTING TOTAL VALUE FROM THE “XYLO”
➢ 18% CUSTOMERS ARE GETTING LITTLE VALUE FROM THE “XYLO”
➢ ONLY 3% CUSTOMERS ARE NOT GETTING VALUE FROM THE
“XYLO”

INTERPRETATION - 3
1 . PRICE OF THE XYLO

PARTICULAR NO. OF RESPONDENT PERCENTAGE

VERY COSTLY 0 0%
COSTLY 25 25%
REASONABLE 75 75%
TOTAL 100 100%

FROM THE INTERPRETATION 3 IT IS CONCLUDED THAT...

➢ 0% CUSTOMERS ARE NOT RECOGNIZED “XYLO” AS A VERY
COSTLY CAR.
➢ 25% CUSTOMERS ARE RECOCOGNIZED IT AS A ONLY COSTLY
CAR.
➢ 75% CUSTOMERS ARE VERY COMFORTABLE WITH THE PRICE OF
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THE XYLO, AND RECOGNIZED IT AS A REASONABLE CAR.

INTERPRETATION - 4
1. CUSTOMERS WANT S EXTRA FACILITIES IN “ XYLO”
PARTICULER NO. OF RESPONDENT PERCENTAGE
MUSIC SYSTEM 21 21%
LUGGAGE SPACE 29 29%
SMALL REFRIGRETOR 18 18%
ULTRA POWER STEERING 14 14%
ABS 18 18%
TOTAL NO. OF RESPONDENT 100 100%
FROM THE INTERPRETATION 4, IT IS CONCLUDED THAT...

➢ 21% CUSTOMERS WANT MUSIC SYSTEM IN MAHINDRA “XYLO”

➢ 29% CUSTOMERS WANT LUGGAGE SPACE IN “XYLO”
➢ 18% CUSTOMERS HAVING A UNIQUE DEMAND. THEY WANT A SMALL
FRIZ IN THE “XYLO”
➢ 14% CUSTOMERS BELIEVE IN COMFORTABLE DRIVING AND THEY WANT
ULTRA POWER STEERING IN “XYLO”
➢ 18% CUSTOMERS REALLY BELIEVE IN TECHNOLOGY. THEY WANT ABS
IN THEIR “XYLO”

INTERPRETATION - 5
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1. HOW CUSTOMER GOT TO KNOW ABOUT XYLO

PARTICULAR NO. OF RESPONDENT PERCENTAGE
T.V ADVERTIESMENT 36 36%
FRIENDS 10 10%
NEWS PAPER 16 16%
MAGAZINES 16 16%
OTHERS 22 22%
TOTAL 100 100%

FROM THE INTERPRETATION 5, IT IS CONCLUDED THAT...

➢ 36% CUSTOMERS GOT TO KNOW ABOUT XYLO THROUGH
ADVERTIEZMENT.
➢ 10% CUSTOMERS BOUGHT THE XYLO THROUGH FRIENDS.
➢ 16% CUSTOMERS GOT TO KNOW ABOUT XYLO THROUGH NEWSPAPER.
➢ 16% CUSTOMERS GO THROUGH THE MAGAZINES.
➢ 22% CUSTOMERS GOT TO KNOW ABOUT THE XYLO THROUGH OTHER
SOURCES.

INTERPRETATION - 6
1 . MODE OF PURCHASE.. .
PARTICULAR NO. OF RESPONDENT PERCENTAGE
FINANCE 71 71%
CASH 29 29%
TOTAL 100 100%
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FROM THE INTERPRETATION 6, IT IS CONCLUDED THAT...

➢ 71% OF THE XYLO CUSTOMERS HAVE GONE THROUGH THE FINANCE.
➢ 21% OF THE XYLO CUSTOMERS HAVE GONE THROUGH THE CASH.

INTERPRETATION - 7
1. CUSTOMER SATISFACTION TOWARDS “XYLO”
PARTICULAR NO. OF RESPONDENT PERCENTAGE
HIGHLY SATISFIED 54 54%
SATISFIED 32 32%
DISSATISFIED 07 7%
HIGHLY DISSATISFIED 07 7%
TOTAL 100 100%

FROM THE INTERPRETATION 7, IT IS CONCLUDED THAT...

➢ 54% CUSTOMERS ARE HIGHLY SATISFIED WITH THE XYLO’S
PERFORMANCE.
➢ 32% CUSTOMERS ARE ONLY SATISFIED WITH THE “XYLO”.
➢ 7% CUSTOMERS ARE DISSATISFIED WITH THE “XYLO”

➢ 7% CUSTOMER ARE REALLY NOT HAPPY WITH THE XYLO

PRODUCT AND THEY ARE HIGHLY DISSATISFIED WITH THE
“XYLO”.
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INTERPRETATION - 8
1. INFLUENCE TO PURCHASE “XYLO”
PARTICULAR NO. OF RESPONDENT PERCENTAGE
SELF DECISION 46 46%
KIDS 18 18%
FRIENDS 18 18%
OTHER FAMILY MEMBER 18 18%
TOTAL 100 100%

FROM THE INTERPRETATION 8, IT IS CONCLUDED THAT...

➢ 46% CUSTOMERS HAVE TAKEN SELF DECISION.
➢ 18% CUSTOMERS DECISION WAS INFLUENCED BY KIDS
➢ 18% CUSTOMERS DECISION WAS INFLUENCED BY FRIENDS
➢ 18% CUSTOMERS WERE INFLUENCED BY OTHER FAMILY MEMBERS
INCLUDING KIDS
54% CUSTOMERS ARE INFLUENCED BY THEIR FAMILY.

INTERPRETATION - 9
1. ROLE OF ADVERTIEZMENT S IN DECISION MAKING
PARTICULAR NO. OF RESPONDENT PERCENTAGE
REALLY HELPFUL 54 54%
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SOMETIME IT IS HELPFUL 36 36%

NOT HELPFULL 10 10%
TOTAL 100 100%

FROM THE INTERPRETATION 9, IT IS CONCLUDED THAT...

➢ 54% CUSTOMERS BELIEVE THAT T.V ADVERTIEZMENT IS REALLY
HELPFULL IN DECISION MAKING.
➢ 36% CUSTOMERS SAID THAT, IT IS SOMETIME HELPFULL IN DECISION
MAKING.
➢ ONLY 10% CUSTOMERS DO NOT BELIEVE THAT, T.V ADVERTIEZMENT IS
NOT HELPFUL IN DECISION MAKING.

INTERPRETATION - 10
1. AVAILABILITY OF SPARE PARTS OF “XYLO”
2. PARTICULAR NO. OF RESPONDENT PERCENTAGE
3. HARDLY AVAILABLE 32 32%
4. AVAILABLE 22 22%
5. EASILY AVALABLE 46 46%
6. TOTAL 100 100%

FROM THE INTERPRETATION 10, IT IS CONCLUDED THAT...

➢ 32% CUSTOMERS ARE NOT HAPPY WITH THE AVAILABILITY OF SPARE
PARTS OF “XYLO”.
➢ 22% CUSTOMERS SAID THAT, SPARE PARTS OF “XYLO”ARE AVAILABLE
 24

IN THE MARKET.
➢ 46% CUSTOMERS ARE REALLY HAPPY WITH THE AVAILABILY OF XYLO
SPARE PARTS. THEY ARE EASILY AVAILABLE IN THE MARKET.

INTERPRETATION - 11
11 CUST OMER’S RECOMMENDATION TO OTHERS
PARTICULAR NO. OF RESPONDENT PERCENTAGE
XYLO 64 64%
SCORPIO 11 11%
SAFARI 14 14%
INNOVA 11 11%
TOTAL 100 100%

FROM THE INTERPRETATION 11, IT IS CONCLUDED THAT...

➢ 64% CUSTOMERS WOULD LIKE TO PREFFER “XYLO” TO THEIR FRIENDS
AND FAMILY MEMBERS.
➢ 11% CUSTOMERS WOULD PREFFER “SCORPIO” TO THEIR FRIENDS AND
FAMILY MEMBERS.
➢ 14% CUSTOMER WOULD PREFFER “TATA SAFARI”
➢ 11% CUSTOMERS WOULD LIKE TO PREFFER “TOYOTA INNOVA” TO
THEIR FRIENDS AND FAMILY MEMBERS.
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INTERPRETATION – 12
12. CUSTOMER SATISFACTION WITH AFTER SALE SERVICE
PARTICULAR NO. OF RESPODENT PERCENTAGE
HIGHLY SATISFIED 21 21%
SATISFIED 57 57%
DISSATISFIED 11 11%
HIGHLY DISSATISFIED 11 11%
TOTAL 100 100%

FROM THE INTERPRETATION 12, IT IS CONCLUDED THAT...

➢ 21% CUSTOMERS ARE HIGHLY SATISFIED WITH THE AFTER SALE
SERVICE OF “XYLO”.
➢ 57% CUSTOMERS ARE ONLY SATISFIED WITH THE AFTER SALE SERVICE
OF “XYLO”.
➢ 11% CUSTOMERS ARE NOT SATISFIED WITH THE AFTER SALE SERVICE
OF “XYLO”.
➢ 11% CUSTOMERS ARE HIGHLY DISSATISFIED WITH THE AFTER SALE
SERVICE OF”XYLO”.

INTERPRETATION - 13
13. COMPANY CONTACT & COMMUNICATION
AFTER SALE
PARTICULAR NO. OF RESPONDENT PERCENTAGE
 26

ONCE IN A MONTH 25 25%

ONCE IN A QUATER 14 14%
ON EVERY OCCASSION 14 14%
NEVER 46 46%
TOTAL 100 100%

FROM THE INTERPRETATION 13, IT IS CONCLUDED THAT...

➢ ACCORDING TO 25% CUSTOMERS, COMPANY CONTACTS THE
CUSTOMER ONCE IN A MONTH.
➢ ACCORDING TO 14% CUSTOMERS, COMPANY CONTACTS THE
CUSTOMER ONLY ONCE IN A QUATER.
➢ ACCORDING TO 14% CUSTOMERS, COMPANY CONTACTED THE
CUSTOMER ON EVERY OCCASSION.
➢ ACCORDING TO 46% CUSROMERS, COMPANY DID NOT CONTACTED THE
CUSTOMER TILL NOW.
 27

REFERENCES
www.ibef.org

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www.judicialaccountability.org/.../globaloutsourcingofjobs.htm

allmbastuff.blogspot.com/

www.sharetermpapers.com/.../car-market-and-buying-behavior-a-study-of-consumer-perception

medind.nic.in/haa/t07/i1/haat07i1p44.pdf

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www.docstoc.com › Education › MBA

www.countercurrents.org/glo-gutman260304.htm