ACKNOWLEDGEMENT

First and foremost I thank the Almighty for having kindness

upon us helping us throughout the entire project done and in completing our work
successfully.

I am deeply indebted to our principal Dr. S.Perumal, M.SC, M Phil,

B.Ed, PhD. Who provided the essential facilities which was important in
Launching and completing our project work.

We extent my thanks to our ever loving HOD and grateful our project
guide Mrs.C.SHEEBA CHRISTILDA, MBA., for rendering her full support both
mentally and technically by encouraging us at all times we needed it. She offered
us a helping hand in carrying out our project successfully. They gave us valuable
advice and guidance throughout the project development.

i
 DECLARATION

We hereby declare that the project work entitled “A STUDY

ON CUSTOMER PERCEPTION AND SATISFACTION TOWARDS FORD
CARS WITH REFERENCE TO FORTUNE FORD (NAGERCOIL)”. In
partial fulfillment of the requirements for the degree in BACHELOR OF
BUSINESS ADMINISTRATION originally carried out by us under the guidance
of Mrs.C.SHEEBA CHRISTILDA, MBA Department of Management, Noorul
Islam College of Arts and Science, Kumaracoil. We also declare that this project
work is the result of our effort and has not been submitted to any other university
for the award of any degree or diploma.

Place : Kumaracoil.

Date: S.P.CHANDRU

ii
 ABSTRACT

Many organizations focus on selling the product /service to their customers

and target about after sales services which is vital for customer satisfaction. The
current study is undertaken with an objective to know customer perception and
customer satisfaction towards ford cars.

A questionnaire has been constructed for collecting primary data and

secondary data is collected through web, newspapers, magazines, company
websites etc..,. Samples of 100 respondents have been approached randomly for
eliciting information, and few column and pie charts are used for analysis and
interpretation. However, the study is subjected to few limitations such as time
constraints, and the study is done only in Hyderabad where 100 respondents were
approached which is also a major limitation.

The studies revealed that majority of the respondents are satisfied with
their ford cars. It is recommended that the company should focus more on
promoting the cars with the help of television and print media. Discounts should be
given for the people who get service regularly at authorized service center to
increase customer satisfaction.

iii
SI.NO CONTENT PAGE.NO

1 CHAPTER - 1

INTRODUCTION
1
1.1 Introduction
2
1.2statement Of Problem
2
1.3 Scope of the study
3
1.4 Need of the study
3
1.5 Objectives
3
1.6 Limitation
3
1.7 Chapter Scheme
2 CHAPTER - 2

4
REVIEW OF LITERATURE

3 CHAPTER - 3

COMPANY PROFILE
3.1 Industrial Profile 9

3.2 Company Profile 9

Welfare Facilities
Organization Structure
3.3 Product Profile 14

TABLE OF CONTENT
iv
4 CHAPTER – 4

RESEARCH DESIGN
4.1 Introduction 22

4.2 Study Area 22

4.3 Sample Size 22

4.4 Methodology 23

4.5 Sampling Technique 23

4.6 Tools Of Analysis 24

24
4.7 Percentage Analysis
5 CHAPTER – 5

DATA ANALYSIS AND

25
INTERPRETATION

6 CHAPTER – 6

FINDING, SUGGESTION &

42
CONCLUSION

BIBLIOGRAPHY

v
 LIST OF TABLES

SI.N PAGE.O
LIST OF TABLES
O
25
1 Details Of Ownership
26
2 Respondents Motivation Details
27
3 Customer Preference Of Ford Car
28
Opinion About Customer Perspective Compared To Other
4
Cars In The Market
29
5 Details Of Pricing Of Ford Cars
30
6 Source Of Awareness
31
7 Details Of Service Centers
32

8 Reason For Preferring Authorized Service Centre

Details Of Satisfaction Rating Towards Authorized Servic 33

9
Centre

10 Reason For Preferring Local Work Shop 34

11 Details Of Satisfaction Rating Towards Local Work Shop 35

vi
 Preference In Getting Financial Help While Purchasing A
12 36
Car

13 Media Influencing To Purchase Car 37

14 Offers Expecting From Ford 38

Overall Satisfaction Towards Ford Car That Currently 39

15
Having

LIST OF CHARTS

vii
S.No LIST OF CHARTS PAGE

26
1 Details of ownership
27
2 Respondent motivation
28
3 Customer preference
29
4 Customer perspective
30
5 Pricing of ford cars
31
6 Source of awareness
32
7 Place of service
33
8 Reason for preferring Authorized service center
34
9 Satisfaction at authorized service center
35
10 Reason for preferring Local workshop
36
11 Satisfaction towards Local workshop
37
Preference in getting financial help from bank while
12
purchasing a car
38
13 Media influencing to purchase car
39
14 Offers expecting from ford
40
15 Overall satisfaction towards ford cars

viii