A STUDY ON CUSTOMER SATISFACTION IN PERSPECTION OF AFTER SALES SERVICES AT CHAKRAA AUTOMOBBILES By V.

SATHISH (Register Number: 1018884)

A PROJECT REPORT

Submitted to the

FACULTY OF MANAGEMENT STUDIES

In partial fulfillment of the requirements For the award of the degree

Of

MASTER OF BUSINESS ADMINISTRATION IN MARKETING MANAGEMENT AGNI COLLEGE OF TECHNOLOGY THALAMBUR

ANNA UNIVERSITY OF TECHNOLOGY CHENNAI 600 025 July 2011

AGNI COLLEGE OF TECHNOLOGY [Affiliated To Anna University of Technology] THALAMBUR, CHENNAI 603 103

BONAFIDE CERTIFICATE

Certified that this project report titled A study on customer satisfaction in perspection of after sales services at chakraa automobbiles is the bonafide work of Mr. V. SATHISH Registration Number: 1018884 who carried out the research under my supervision. Certified further, that to the best of my knowledge the work reported herein does not form part of any other project report or dissertation on the basis of which a degree or award was conferred on an earlier occasion on this or any other candidate.

Internal Guide

Head of the Department

Submitted to Project and Viva Examination held on___________________

Internal Examiner

External Examiner

V.SATHISH. (1018884) AGNI COLLEGE OF TECHNOLOGY THALAMBUR 603 103

DECLARATION
I hereby declare that the project work entitled A STUDY ON CUSTOMER SATISFACTION IN PERSPECTION OF AFTER SALES SERVICES AT CHAKRRA AUTOMOBBILES is the original work done by me submitted to Anna University of technology in Partial fulfillment of requirement for award of Master of Business Administration in record of original work done by me under the supervision of Ms. BINDUBASHINI MBA, Asst .Professor, Internal guide, Department of Management Studies Agni College of Technology.

Place:

Date:

V.SATHISH

ACKNOWLEDGEMENT
I express my sincere gratitude to Principal Dr. V. Kanakasabai, Agni College of Technology for his valuable suggestion and encouragement during the project.

I would like to thank to Dr. Sankaran, Head of the Department of Management studies, Agni College of Technology for giving me this opportunity to undertake this project task.

I express my sincere thanks to Ms.BINDUBASHINI, MBA, internal guide Agni College of Technology for her able and constant guidance that made this project work attains its present shape.

I wish to express my deep sense of gratitude to all other staff members in the Department, Agni college of Technology for their valuable suggestions and encouragement during the project.

In conclusion, I would like to express my sincere thanks to my family members, friends and one and all of those who rendered their valuable assistance, in bringing out this project work a successful one.

V.SATHISH

ABSTRACT

The study is mainly carried out To know the after sales service perception of customers. The study is carried out To ascertain the satisfaction level and its influencers. This study is carried out to measure the impact of the analysis on future sales and also to study whether customers are satisfied with their services. The research study conducted is descriptive in nature and the sample size used for this study is 100. For collecting the data, a structured questionnaire method is used as an instrument. The questionnaire is based on 5-Scale questions. Convenient Sampling method was used to collect the Primary data. In this study chi square, weighted average tests, and simple percentage analysis are used to interpret the data collected.

CONTENTS

CHAPTER NO 1 PARTICULARS INTRODUCTION 1.1 Introduction 1.2 Objective of the study 1.3 Scope of the Study 1.4 Need of the Study 1.5 Limitation of the Study 2 3 4 5 6 INDUSTRY PROFILE COMPANY PROFILE REVIEW OF LITERATURE RESEARCH METHODOLOGY FINDINGS & INTERPRETATION 5.2-1 Weighted Average-(1-14) 5.2-4 Chi square test 5.3 Findings 5.4 Suggestions 5.5 Conclusions BIBLIOGRAPHY APPENDIX 56 71 75 76 77 78 79 2 9 10 11 12 5 7 14 18 PAGE NO

LIST OF TABLES

TABLE NO. 4.1.1 4.1.2 PARTICULARS Classification based on intimation through calls or letters Classification based on time taken by the staffs to attend customer in service center 4.1.3 4.1.4 Classification based on cleanliness comfort of service center Classification based on staff who attended the vehicle towards your issues. 4.1.5 Classification based on service betterment expectation at chakraa automobiles in future 4.1.6 4.1.7 4.1.8 4.1.9 4.1.10 4.1.11 Classification based on vehicle delivered as per the allotted time Classification based on service charges. Classification based on availability of spare parts. Classification based on chakraa automobiles motor service. Classification based on staffs behavior in service centre. Classification of respondents based on revisiting center with past experience. 4.1.12 4.1.13 4.1.14 Classification of respondents based on warranty period. Classification based on spares during warranty period. Classification based on special offers provided at the time of purchase 4.1.15 4.1.16 Classification based on parking space in service center Classification based on special insurance coverage in chakraa automobiles. 4.1.17 Classification based on comfort level payment of charges

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LIST OF CHARTS

TABLE NO. 4.1.1 4.1.2 PARTICULARS Classification based on intimation through calls or letters Classification based on time taken by the staffs to attend customer in service center 4.1.3 4.1.4 Classification based on cleanliness comfort of service center Classification based on staff who attended the vehicle towards your issues. 4.1.5 Classification based on service betterment expectation at chakraa automobiles in future 4.1.6 4.1.7 4.1.8 4.1.9 4.1.10 4.1.11 4.1.12 4.1.13 4.1.14 Classification based on vehicle delivered as per the allotted time Classification based on service charges. Classification based on availability of spare parts. Classification based on chakraa automobiles motor service. Classification based on staffs behavior in service centre. Classification based on revisiting center with past experience. Classification based on warranty period. Classification based on spares during warranty period. Classification based on special offers provided at the time of purchase 4.1.15 4.1.16 Classification based on parking space in service center Classification based on special insurance coverage in chakraa automobiles. 4.1.17 Classification based on comfort level payment of charges

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