Bhadresh Projectreport

A Project report on Study the customer satisfaction for after sales services of Chevrolet tavera at Nanavati motors, Punagampatiya,
Mahavirnagar, punakumbhariya road, Surat

Undertaken at Nanavati motors Pvt. Ltd. (Surat)
Bachelor of business administration (B.B.A) Semester 6th
Submitted By:
Bhadresh R. Chopda T.Y.B.B.A. Roll No.: 03 (Marketing)
Guided By: BhargavTrivedi

MANIBA INSTITUTE OF BUSINESS MANAGEMENT &AMBABA COMMERCE COLLEGE
SABARGAM (January & February, 2010)
COLLEGE CERTIFICATE
This is to certify that the project entitled Study the customer satisfaction for after sales services of Chevrolet tavera at Nanavati motors submitted in partial fulfillment of the requirements of VEER NARMAD SOUTH GUJARAT UNIVERSITY, SURAT in record of bonofied general study work carried out by Mr. Bhadresh R. Chopda under my supervision.
The project or any part of it has not been previously submitted for any degree.
I/c Principal, Dr. Yogesh N. Vansiya, Ambaba Commerce College & MIBM, Sabargam.
Date
Place: Sabargam, Surat.
Maniba Institute of Business Management, Sabargam
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DECLARATION
I declare that the project entitled Study the customer satisfaction for after sales services of Chevrolet tavera at Nanavati motors Submitted in partial fulfillment of the requirement of VEER NARMAD SOUTH GUJARAJ UNIVERSITY, SURAT in record of bonofide study work carried out at Ambaba Commerce College &Maniba Institute of Business Management, Sabargam. The project or any part of it has not been previously submitted for any degree.
Signature of Student
Date
Place: Sabargam, Surat.
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ACKNOWLEDGEMENT
Achieving anything isnt impossible but difficult without the help of other. Each and every person needs someone who can help him to move on a right track towards their goal and give them proper guideline to get successful in him/her life by achieving their goals. None other than our teacher does this from several years. They are who taught us from the very beginning how to tackle different situation. It is because of their help that I was able to do my project work. I would like to take this opportunity to Thanks to all the persons who have directly or indirectly availed me in guiding my project. I am grateful to my college AMBABA COMMERCE COLLEGE & MIBM, SABARGAM and university for giving me the opportunity to give project on this topic which will be the building a step for my bright future. The main help done by Principle Dr.Yogesh N.Vansiya, And Campus Director Dr. J.G.PARMAR &lecturer.Mr.BhargavTrivedimy Project guide was the inevitable part of the success of my project. I sincerely thank him for his guidance and helpfulness through the hard and easy timing during the preparation of the project report. I am very thankful to Mr. Deepak Nanavati(Managing Director) who has permission to me for training in the industry. I am also thankful to the staffs of the NANAVATI MOTORS who provided information of all over the company. And also thankful to sales manager Mr. Praveen Modi, Mr. Durgesh Parekh(Manager of information System), Ms.KalpanaNadar (Customer Relationship Manager)andother sales executives who give so many information about car selling and helping me and big thanks to HR manager Ms. JigishaChauhanisalso providing us good training , knowledge and all time helping with practical. I am very thankful to my friends, Brother and other people who are directly or indirectly helping me for completes my report. -BhadreshChopda T.Y.B.B.A.
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Chapter :1
Introduction & History of company
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History of GM
GM's vision is to be the world leader in transportation products and related services. The company will earn its customers' enthusiasm through continuous improvement driven by the integrity, teamwork, and innovation of GM's people. Founded in 1908, GM today has more than 288 major subsidiaries and sells its vehicles in more than 200 countries. GM has assembly, manufacturing, distribution, or warehousing operations in 53 countries. In 1999 GM sold about 8,678,000 cars and trucks for 15.8% of the world vehicle market - more than any other automaker. GM's major markets are North America, Europe, Asia Pacific, Latin America, Africa and the Middle East. Its largest market is North America, where it is in its 73rd year as market leader. GM cars and trucks are sold under the following brands: Cadillac, Chevrolet, Buick, GMC, Holden, Hummer, Oldsmobile, Opel, Pontiac, Saab, Saturn and Vauxhall. GM is investing aggressively in high technology and e-business within its global automotive operations and through such initiatives as e-GM, GM BuyPower, OnStar and its Hughes Electronics Corp. (NYSE: GMH) subsidiary. GM also operates one of the world's most successful financial institutions, General Motors Acceptance Corporation (GMAC). Other major subsidiaries include GM Locomotive Group and Allison Transmission Division. As part of its global strategy, the GM Group includes major alliances with Fiat S.p.A., Fuji Heavy Industries Ltd., Suzuki Motors Corp., and Isuzu Motors Ltd. GM also has strong technology collaborations with Toyota Motor Corp. and Honda Motor Co. 1999 was a year of significant accomplishment for General Motors. Buoyed by record industry sales in the United States, GM reported record annual revenue and earnings. GM announced major global alliances with Fuji Heavy Industries, Toyota Maniba Institute of Business Management, Sabargam Page 5
and Honda as well as concrete new initiatives with alliance partners Isuzu and Subaru. The year also marked the beginning of GM's efforts to change its business model to run at Internet speed. GM formed e-GM and GM TradeXchange to expand and coordinate the company's innovative initiatives into electronic commerce with the goal of transforming its traditional automotive operations into a leading global ebusiness enterprise. In Europe, GM's family of brands includes Opel, Vauxhall, Saab, Cadillac and Chevrolet. General Motors Europe has sales operations in 25 countries and 23 production and assembly facilities in 14 countries in Europe. In 1999, GME operations produced, for the first time, over 2 million units and achieved market share growth to 10.4 percent in the combined Western and Central European vehicle market. Sales volume was at 1.97 million units. In the Asia Pacific region, General Motors continues to build a strong base for growth by expanding its manufacturing footprint, forging strong alliances and tailoring products to local market needs. GM India is producing superior vehicles like the Opel Astra and Opel Corsa from its state-of-the-art facility located at Baroda in the Western Indian State of Gujarat. The Shanghai GM joint venture in China started regular production in April 1999 and delivered 19,850 Buick sedans by year-end, exceeding internal forecast by 75%. Another state-of-the-art plant in Rayong Province, Thailand has begun production of the Opel/Chevrolet Zafira in May 2000. The new Jinbei joint venture in Shenyang, China will be coming on-stream this year to produce SUVs and pickup trucks. The YGM-1 production concept vehicle was unveiled at the 1999 Tokyo Motor Show. It's the first GM passenger vehicle designed in Asia for the Asian market and a product of collaboration with our alliance partner, Suzuki. In 1999 Holden captured 19.8% share of the Australian vehicle market to become market leader for the first time since 1981. The Holden Commodore continues to be the number one selling car in Australia for the fourth straight year. Maniba Institute of Business Management, Sabargam Page 6
Chairmen, President and Chief Executive Officer
Frederick. A. Henderson President and Chief Executive Officer
Ray Young GM Executive Vice President and Chief Financial Officer
Karl Shym President and Managing director GM India Pvt. Ltd.
Thomas G. Stephens GM Vice chairman, Global Product Development
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GM CORPORATE INFORMATION
Founded in 1908 Has been the global automotive sales leader since 1931 Manufacturing operations in 32 countries and its vehicles are sold in more than 192 country In 2003, GM sold nearly 8.6 million cars and trucks, about 15 percent of the global vehicle market. Global headquarters is at the GM Renaissance Center in Detroit.
GENERAL MOTORS INDIA

100% subsidiary of General Motors Corporation, USA. State of the art plan at Halol, Gujarat. Start of sales on June 27, 1996. 51 Retailers 73 service outlets in 53 cities. Markets two brands - Chevrolet & OPEL
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History of Chevrolet
Chevrolet is a brand of automobile, produced by General Motors (GM). It is the top selling GM marque and the best known brand of GM worldwide, with "Chevrolet" or "Chevy" being at times synonymous with GM.
Louis Chevrolet 1878-1941
Billy Durant 1861-1947
Chevrolet was co-founded by Louis Chevrolet and William C. Durant. Louis Chevrolet was a race-car driver, born on December 25, 1878, in La Chaux de Fonds, Switzerland. William Durant, founder of General Motors, had been forced out of GM in 1910 and wanted to use Louis Chevrolet's designs to rebuild his own reputation as a force in the automobile industry. As head of Buick Motor Company, prior to founding GM, Durant had hired Chevrolet to drive Buicks in promotional races. Chevrolet first used its "bowtie"logo in 1913. This logo is said to have been designed from wallpaper Durant once saw in a French hotel. Another theory of the
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design of the mark is from the Swiss cross, because Louis Chevrolet was from Switzerland. In 1915, Durant made a trip to Toronto, Ontario to determine the possibility of setting up production facilities in Canada. After meeting with "Colonel Sam" McLaughlin, whose McLaughlin Motor Car Company manufactured the McLaughlin-Buick, it was agreed that the Chevrolet Motor Car Company of Canada, operated by McLaughlin, would be created to build Chevrolet cars in Canada. Three years later, the two Canadian companies were purchased by GM to become General Motors of Canada Ltd. By 1916 Chevrolet was profitable enough to allow Durant to buy a majority of shares in GM. After the deal was completed in 1917, Durant was president of General Motors, and Chevrolet was merged into GM, becoming a separate division. In the 1918 model year Chevrolet introduced the Model D V-8 series 4passenger roadster and 5 passengers touring. These cars had 288ci, 35 hp (26 kW) engines with Zenith carburetors and 3 speed transmissions.
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Chevrolet in India
Maharajas, freedom fighters and the common man the Chevrolet has ferried them all. The bowtie has been an integral part of Indias automotive landscape from the early twenties till today. Chevrolet came to India in 1928. An office was set up in Bombay with an assembly plant constructed in Sewree. General Motors (GM), Chevrolets parent company, was the first automobile company to open an assembly plant in India.
Production started in 1928 with the National Series AB Touring. The AB series came with Chevrolets well proven and reliable 171 cubic inches, 24.7hp four-cylinder engine. It featured Chevrolets first four-wheel mechanical brakes and wooden wheels. In the first year of production, 13,903 GM cars and trucks were built at Sewree, including products from other GM brands.
The Chevrolet brand quickly proved trustworthy and dependable. As a result, a large amount of Chevrolets were imported between 1918 and 1928. The Chevrolets imported during Page 11
these years mainly consisted of small four-cylinder Tourers, because they delivered the most impressive fuel economy and were simple to run. Even the Nawab of Hyderabad considered the richest man in the world at the time used Chevrolet Tourers as official cars. In 1930, the Indian market became even more competitive as Ford introduced the popular Model A, whose all-steel body made it a great success. Chevrolet replied with a revolutionary six-cylinder engine that developed 46 horsepower. And it was this very car that gave Chevrolet its highest sales in India in 1931. Sadly, the years 1952-53 marked the end of an era for the Indian automobile industry. The socialist Government forced General Motors India to shut shop, along with other foreign car companies. Chevrolet is among the newest brands in India launched by GM's Indian operations. Until June 6, 2003 (the official birthday of Chevrolet), GM India (which was originally a joint venture with Hindustan Motors) sold the Opel Corsa, Opel Astra, and the Opel Vectra. The Corsa and Astra were built at a plant in Halol, Gujarat. Since then, Chevrolet currently sells the Chevrolet Optra, Chevrolet Aveo, Chevrolet Tavera, Chevrolet SRV , Chevrolet Spark and Chevrolet Aveo U-VA. The Chevrolet Forester, a rebadged Subaru, was imported directly from Fuji Heavy Industries in Japan until 2005. The Optra and Tavera are built at the Halol plant. Chevrolet also is the sole Engine supplier for the Formula Rolon single seater series in India. Its king like entry happened in India in 1928 with its National Series AB touring. Reliability of this car was proved by its 171 cubic inches, 24.7hp four cylinder engines.
General Motors, parent company of Chevrolet, was the first in setting up assembly plant in India. First office of Chevrolet was located at Mumbai and its assembly plant was in Sewer. Maniba Institute of Business Management, Sabargam Page 12
Registered Office: General Motors India Pvt. Ltd Chandrapura Industrial Estate Halol-389351 Distt.Panchmahals, Gujarat Tel: +91-2676-221000 Fax: +91-2676-220666 Marketing Office: General Motors India Pvt. Ltd. Plot no: 15, Sector32, Institutional Area, Gurgaon-122001 Tel: [91] 124 4213333 [91] 124 3080000 Fax: [91] 124 4213334 Email: gmi.cac@gm.com
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Company profile
Chevrolet Motor
Type Founded Headquarters Industry Products Parent Slogan
Division of General Motors 1911 Detroit, Michigan, USA, United States Automobile Cars and trucks General Motors The An Let's Siempre con Vos Feeling American is Different (United (World) States) (Canada) and Uruguay) America) (Germany) (Europe)
Revolution Go/Allons-Y (Argentina (Hispanic
SiempreContigo Mein Its a groes Big
Plus Plus
Conte Comigo (Brazil) Website www.chevrolet.com/worldwide
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Name of firm: Managing Director Situated at:
Nanavati Motors DipakNanavati Punagampatiya, Mahavirnagar, punakumbhariya road, Surat
Year & date of Establishment: Authorized main dealer : No of Employee :
16/3/2008 GM Nanavati for Chevrolet at sales department : 31 at services department : 45
Product Profile:
Sales and service
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Vision & Mission of NANAVATI Motors
Vision To be integrated player in Automobiles with leadership Position in Dealer of General motors and quality of services Mission To become first number of car dealer of Gujarat
Service Process At Companys Authorized Dealer
Service process
Work of service
FRTP
FIX IT RIGHT FIRST TIME

Maniba Institute of Business Management, Sabargam Page 16
3G
GO TO THE SPOT GATHER ACTUAL CONDITION GET CORRECTIVE ACTION
3K
KNOW THE STANDARD KEEP THE STANDARD KILL THE PROBLEMS
5S
SPOT (ORGANISING) SET SHINE (CLEANING) STANDARDIZE SUSTAIN (SALF DISCIPLINE)
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Chapter : 2
Customer Satisfaction
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Customer Definition
What is Customer?
A customer is the most important person ever in this officein person or by mail. A customer is not dependent on us we are dependent on him. A customer is not an interruption of our work he is the purpose of it. We are not doing a favor by serving him he is doing us a favor by giving us the opportunity to do so. A customer is not someone to argue or match wits with. Nobody ever won an argument with a customer. A customer is a person who brings us his wants. It is our job to handle them profitably to him and to ourselves.
Customer Value:
Customer delivered value is the difference between the total valuesand total customer cost. Total customer value in the bundle of benefit customer benefit for given a product or service. Total customer cost is the bundle of costs customer expect to incur in evaluating, obtaining, using and disposing of the product for service.
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Meaning of Customer Satisfaction

Satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance (or outcome) in relation to his or her expectations. Satisfaction is function perceived performance and expectation. If the performance full short of expectations the customer is dissatisfied, if the performance matched the expectations the customer is satisfied. If the performance exceeds the expectations the customer, the customer highly satisfied or delighted.
Tools for tracking and measuring the customer satisfaction

There are four tools for tracking and measuring the customer satisfaction. 1) Complain and Suggestion System 2) Customer Satisfaction Survey 3) Ghost Shopping 4) Lost Customer Analysis
1. Complain and Suggestion System: A Customer-centered organization makes it easy for customers to register suggestions and complains. Some customer-centered companies - P&G, General Electric, Whirlpool-establish hot lines with toll-free numbers. Companies are also using web sites and e-mail for quick, two-way communication.
Maniba Institute of Business Management, Sabargam Page 20
2. Customer Satisfaction Survey: Studies show that although customers are dissatisfied with one out of every four purchases. Less that5 percent will complain. Most customers will buy less or switch suppliers. Responsive companies measure customer satisfaction directly by conducting periodic surveys. While collecting customer satisfaction data, it is also useful to ask additional questions to measure repurchase intention and to measure the likelihood or willingness to recommend the company and brand to others. 3. Ghost Shopping: Companies can hire people to pose potential buyers to report on strong and weak points experienced in buying the companys and competitors products. These mystery shoppers can even test how the companys sales personnel handle various situations. Managers themselves should leave their offices from time to time, enter company and competitors sales situations where they are unknown, and experience firsthand the treatment they receive. A variant of this is for managers to phone their own company with questions and complaints to see how the calls are handled.
4. Lost Customer Analysis: Companies should contact customers who have stopped buying or who have switched to another supplier to learn why this happened. Not only is it important to conduct exit interviews when customers first stop buying; it is also necessary to monitor the customer loss rate.
But among them customer satisfaction survey trick is a suitable because responsive companies measure customer satisfaction directly by conducting periodic service.
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Factor affecting car Service Satisfaction:

1. Problems Experienced:-Contributingto 35% of the CSI score, this factor measures the quality of the car in terms of the number of repair problems that cropped up and how often it was returned for re-service.
2. Service Advisor:-Which related to ability of the services advisor to ability of the service advisor to understand the problem and his promptness in attending to the customer, contributing to 28% of the CSI Score.
3. Service Performance:-Measures the quality of the service performed as well as the dealers ability to fix a problem on the first visit. It has a weight age of 26% in the CSI score and also considers how easily spare parts are available when required.
4. Service Timing:-Affecting the score by just 6%, this time taken for a service or
repair job was responsible and if the vehicle was ready at the time promised.
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Chapter: 3
Research Methodology
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Research Process
Problem identification
Choice of research design
Data collection
Data analysis & inspection
Research report preparation
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Problem identification:The first & the foremost stage of the research process are to identify the research problem. In a very real sense problem identification is the heart of the research process. It is said that A problem well defined is half solved, as poorly defined problem will not yield useful result. The problem must give the maximum outcome from the research work. The time has gone when seller only concentrate on the selling of the goods & not even following their customers about the liking & disliking about product purchased. Now, the time has changed. The customers are cant as the controlling function & marketing as the integrative function. Apart from that importance of After Sales Service has increased, as consumer would come to you for a free service & not for a paid service as outside a showroom a customer would get service and parts at a low cost. Chevrolet is not spaced out from all, which is dealing car wheeler industry. So, I have identified the research problem as following. To know the after sales services provide by anNanavati motors Pvt. Ltd., Surat.
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Choice of research design: A research design specifies the method & procedure for conducting the particular study. I have selected research design used in this project work is descriptive in nature. In descriptive I have selected Gross Sectional design.
Sampling type: My research is based on the Non probability sampling. In non probability sampling I have used convenience & Judgment sampling has been used because of time and cost constraints.
Sampling unit: It means, Who is to be surveyed? The sampling unit consists of people who come for service of their cars 2nd time every 3rd customers.
Sampling frame: A list of elements, which the sample may be drawn. Customer who came for their car to be service at Nanavati motors Pvt. Ltd., Surat.
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Sampling size: I have selected sample survey of 100 respondents those who come for a service of their cars at nanavati motors, Surat.
Field area:My field area is within Varachha, Katargam, Simada/sarthana, Citylight area etc places in Surat city.
Duration:Duration of my project is of 5 weeks. [20th Jan. to 27th Feb.2010]
Data collection:Data collection work are done by two ways 1. Primary data The Questionnaire is the medium of communication between the investigator and the respondent the success of the investigation depends upon the framing of the questions in an appropriate order. So it requires at most care in designing the Questionnaire. In addition it requires skills, efficiency, experience and wisdom. Primary data are collected through questionnaire by interview method. 2. Secondary data These are the data, which are already exist and these data are gathered for any other purpose but such data are also helpful to the present study. Secondary data are collected from books, Internet & newspaper. Maniba Institute of Business Management, Sabargam Page 27
Data collection method: I have selected survey method for collection of information. I have use Questionnaire as my research instrument.
Pilot testing: It is necessary to check Questionnaire before actual research is done. In this case, pilot testing was done of 10 respondents & based on feedback questionnaire was fine-tuned.
Data analysis and Inspection

The next to last step in the process is to extract finding from the collected data. The researcher tabulates the data and develop frequency distribution. Averages and measuresof dispersion are computed for the major variables. The researcher will also apply someadvanced statistical techniques and decision models in the hope of discovering additionalfindings.
Research report preparation:Once the data have been tabulated, interpreted & analyzed the next step is to prepare a report & give a recommendation.
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Chapter: 4
Objective & Limitation Of Study
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Objectives of the project:This project is designed mainly to identify & evaluate the customers response towards after sales services provided by Nanavati Motors Pvt. Ltd. Surat.
Primary objective: -
o To analyze weather customers are satisfied or not after purchasing their Chevrolet Car. o To measure a customer satisfaction with after sales service that is provided by Nanavati Motors Pvt. Ltd., Surat. o To find out customer expectations regarding after sales service at Nanavati motors Pvt. Ltd., Surat. o To know the expectations and suggestions of the customers towards improvements in the CHEVROLET Car and after sales services. o To device board guideline that can be used by Nanavati Motors Pvt. Ltd., Surat While planning about the after service campaign.
Secondary objectives: -
o To know the future intentions of various customers regarding purchase from Nanavati Motors Pvt. Ltd., Surat. o To know the reason for dissatisfaction with after sales service of Nanavati Motors Pvt. Ltd., Surat. o To know whether existing buyer would advise their friends & relative to buy Chevrolet cars. o To know whether after sales service help in building the image of Chevrolet company.
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Limitation of the project

Every coin has two sides as so every activity has limitations. Some of the man limitations that I have found in my project and research work are as follows. Since the duration of project is short, there may be a chance of some information left. All the information for doing the project is collected from consumer of specific region finding is limited to Surat only. Responses to the questionnaire as per respondent understanding, which may differ from respondent to respondent. Due to the limitation of cost the question design can have limitation regarding the question and their options. Due to cost limitation the sample size of 100 surveys only could be collected which is small in size. The analysis and conclusion used is as per my knowledge of the concerned subject. In changing environment the recommendation given in the project may be out dated as year passed. Probability sampling was not used due to time and cost constantly and therefore the result cannot be generalized to the population. Interview and interviewee bias may be there which may distort the findings.
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Chapter: 5
Data analysis & Interpretation
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Area of study:
In the area of study, I have consider 5 areas of the surat city from which I get great response from the customers of Nanavati motors, Surat.
Area City light Varachha Simada/Sarthana Katargam Rander
Respondent 19 45 18 11 7
45 45 40 35 30 25 20 15 10 5 0
19
18 11 7
Interpretation: I have doing survey in 5 area of surat city which we can see in the above chart. From above chart I can say that from Varachha area I have get great response from the customers of Nanavati motors. From the above chart I can say that the 45% of customers are from Varachha, 19% of customers are from citylight, 18% of customers are from Simada/ sarthana, 11% customers from Katargam and 7% customers from Rander area of surat city.
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Family Income (Per Year):

Family Income of the customers of nanavati motors which I have survey is as below,
Income (in yrs) < 100000 10000 to 200000 20000 to 300000 > 300000 Total
49 50 45 40 35 30 25 20 15 10 5 0
36
12 3
< 100000
10000 to 200000
20000 to 300000
> 300000
Interpretation: As per above chart, I can say that the below Rs. 100000 There are 3% of customer, Income betweenRs. 100000 to 200000 there are 12% of customer, income betweenRs. 200000 to 300000there are 36% of customer and more than Rs. 300000 There are 49% customer are there so I can conclude that the 49% customers income are more than Rs. 300000.
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Occupation:
As per occupation of the customers which I have survey I have consider three type of occupation which are as below,
Occupation Business Service Professional Total
Respondent 46 35 19 100
50 45 40 35 30 25 20 15 10 5 0
46 35
19
Business
Service
Professional
Inrepretation: From above chart I can say that the customer which I have survey in that 46% of customers are doing their own business, 35% of customers are doing service at some organization and other 19% of customers are professionals and doing job at some company. So I can conclude that the customer belonging from business having Tavera the most.
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Q.:1 Do you have a chevrolet car?
I have put this question for get to know that the customer has Chevrolet car or not? And I get following answer for my question.
Choice Yes No
Respondent 97 3
Yes No
Interpretation: From above chart I can say that the customer which I have survey in that 97% of respondents having Chevrolet car and Only 3% of them do not have Chevrolet car. So I can conclude that mostly respondents have Chevrolet Car.
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Q.:2 Which Model of Chevrolet Tavera you have? I have put this question for getting answer of Which Model of Chevrolet Tavera customers have?
Models of Tavera B1 6 B1 7 B1 10 B2 7 B2 10 B3 10 B4 7 B4 7 Cp.st L7 Cp.st L9 D1 7 D1 8 Total Customers 5 5 8 7 16 21 5 8 4 8 5 5 97
25 20 15 10 5 5 0 B1 6 B1 7 B1 10 B2 7 5 8 7
21 16
8 5 4
8 5 5
B2 10 B3 10
B4 7
B4 7 Cp.st
L7 Cp.st
L9
D1 7
D1 8
Interpretation: As per above chart, I conclude that the 4.12% of customers have L7 Cp.St. model of Chevrolet tavera which is minimum and customers having most welcome model of Chevrolet tavera is B3 10. i.e. 21.665% which is maximum in this category.
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Q.:3 How long you are using tavera car?
I have put this question for getting answer of how long the customer have using the car?
Time Period < 6 Months 6 Months to 1 Year 1 to 3 years > 3 years Total
> 3 years, 12 < 6 Months, 20
1 to 3 years, 29
6 Months to 1 Year, 36
Interpretation: From the above chart I can say that the 20.62% of Customers are using tavera car less than 6 Months, 37.11% of customers are using tavera car from 6 months to 1 year, 29.90% of customers are using tavera car from 1 to 3 years,12.37% of customers are using tavera car more than 3 years So I can conclude that the 37.11% of customer which are using tavera car from 6 months to 1 year is maximum.
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Q.:4 Do you preferred service before long journey?
I have put this question for getting answer of the customers are preferred service before long journey or not?
Choice Yes No Total
Respondents 77 20 97
90 80 70 60 50 40 30 20 20 10 0 Yes No 77
Interpretation: From above chart I can say that the 79.38% of customers are preferred service before long journey and other 20.62% of customers are not preferred service before long journey So I can conclude that the most no. of customers are preferred service before long journey.
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Q.:5 How frequently you get service for your vehicle?
I have put this question for getting answer of how frequently the customers get service for their vehicles?
Kms. < 1000 kms 1000 to 2500 kms 2500 to 5000 kms > 5000 kms Total
> 5000 kms, 17 < 1000 kms, 17
2500 to 5000 kms, 15 1000 to 2500 kms, 48
Interpretation: From the above chart I can say that the 17.53% of customers are doing service at less then 1000 kms, 49.48% of customers are doing service at 1000 to 2500 kms, 15.46% of customers are doing service at 2500 to 5000 kms and 17.53% of customers are doing service at more then 5000 kms. So I can conclude that the most no. of customers are doing service at 1000 to 2500 kms.
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Q.:6From where you come to know about dealer? I have put this question for getting answer of from where the customer has to know about the dealer?
Sources Advertisement Internet friend family Existing users others Total Respondents 38 27 13 12 7 0 97
Existing users, 7 others, 0
family, 12 friend, 13 Advertisement, 38
Internet, 27
Interpretation: From above chart I can say that the 39.18% of customers are know about dealer from the advertisement, 27.83% of customers are know from Internet, 13.40% of customers are know from friends and 7.22% of customers are know from Existing users. So I can conclude that the Most no. of customer are come to know about dealer from the advertisement. i.e. 38 customers.
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Q.:7 From where you have purchased car?
I have put this question for getting answer of from where the customer has purchased the car?
Firms Nanavati Motors Empire Motors Total
Respondents 77 20 97
Empire Motors, 20
Nanavati Motors, 77
Interpretation: From above chart I can say that the 20.62% of customers are purchased car from Empire Motors and other 79.38% of customers are purchased car from Nanavati Motors So I can conclude that the most no. of customers are purchased car from Nanavati Motors. i.e. 77 Customers.
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Q.:8 How many free services are provided by company?
I have put this question for getting answer of how many free services are provided by company according to customer?
Services Respondent 1 2 3 Total 5 15 77 97
77
15
10
20
30
40
50
60
70
80
Interpretation: From above chart I can say that the 5.15% of the customer are say that the company can provide only 1 service to them, 15.46% of the customer are say that the company can provide only 2 service to them and 79.38% of the customer are say that the company can provide only 3 service to them. So I can conclude that the Most no. of customers are say that the company is provide 3 services.
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Q.:9 Will you preferred an authorized dealer for service?
I have put this question for getting answer of the customer are preferred an authorized service dealer or not?
Choice yes no Total
Respondent 72 25 97
72 80 70 60 50 40 30 20 10 0 yes no 25
Interpretation: From above chart I can say that the 25.77% of customers are preferred non authorized service Centre and 74.23% of customers are preferred an authorized service Centre for service. So I can conclude that the Most No. of customers are preferred an authorized service centre for service. i.e. 72 Customers out of 97.
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Q.:9 (A) If yes for (9) then why you have preferred an authorized dealer for service?
I have put this question for getting answer of the customer are preferred an authorized service dealer then why?
Choice Security Brand better service Total Respondent 19 32 21 72
Security, 19 better service, 21
Brand, 32
Interpretation: From above chart I can say that the 26.39% of customers are preferred an authorized service centre for Security, 44.44% of customers are preferred an authorized service centre for Brand of company, 29.17% of customers are preferred an authorized service centre for Better service. So I can conclude that the Most no. of customers are preferred an authorized service centre for security. i.e. 32 customers out of 72.
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Q.:9 (B) If no for (9) then why you have not preferred an authorized dealer for service?
I have put this question for getting answer of the customer are not preferred an authorized service dealer then why?
Choice High charges Not availability Less durability Total Respondent 10 9 6 25
Less durability, 6 High charges, 10
Not availibility, 9
Interpretation: From above chart I can say that the 40% of customers are not preferred an authorized service dealer because of High Charges, 36% of customers are not preferred an authorized service dealer because of Not availability and 24% of customers are not preferred an authorized service dealer because of Less durability. So I can conclude that the Most no. of customers are not preferred an authorized service centre because of High Charges&Not availability of an authorized service centre.
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Q.:10 Was the car delivered to you at promised date & time?
I have put this question for getting answer of the customer are the car delivery at promised date & time?
Choice yes no Total
Respondent 81 16 97
100 80 60 40 20 0 yes
81
16
no
Interpretation: From above chart I can say that the 83.51% of customers are satisfied with the delivery is on promised date & time and 16.49% of customers are not satisfied with the delivery is on promised date & time.
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Q.:11 If there is any replacement in any part, then price of that part is
I have put this question for getting answer of, According to customer If there is any replacement in any part, then price of that part is
Category higher than others lower than others Total
Respondent 30 67 97
higher than others, 30
lower than others, 67
Interpretation: From above chart I can say that the 30.93% of customers are say that the price of the part is higher thenothers, and 69.07% of customers are say that the price of the part is lower then others. So I can conclude that the most no of customers are says that the price is lower then others. i.e. 67 customers out of 97
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Q.:12Is there any facility of Insurance?
I have put this question for getting answer of availability of insurance or not?
Choice yes no Total
Respondent 52 45 97
no, 45 yes, 52
Interpretation: From above chart I can say that the 46.39% of customers are say that there is No facility of insurance and 53.61% of customers are say that the facility of insurance is available. So I can conclude that the response of customers is mixed.
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Q.:13 How the vehicle was after the repair work was complete?
I have put this question for getting answer of How the vehicle was after the repair work was complete According to customer,
Category Problem solved at first time Repair work has been redone Problem remains Different problems developed Total
Problem solved at first time Repair work has been redone Problem remains Different problems developed
Interpretation: From above chart I can say that the 30.93% of customers aresay that the problem is solved at first time, 30.93% of customers are say that the Repair work has been redone, 34.02% of customers say that problems remain and 4.12% of customers say that the Different problems developed. So I can conclude that the According to customer opinion is mixed.
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Q.:14 The behavior of service man is
I have put this question for knowing the behavior of serviceman towards the customers,
Category Very good Good Moderate Bad Very bad Total
Respondent 27 44 18 6 2 97
Very bad Bad Moderate Good Very good 0
2 6 18 44 27 10 20 30 40 50
Interpretation: From above chart I can say that the 45.36% of customers are said the behavior of service man is Good which is maximum, and 2.06% of customers are said that the behavior of serviceman is Very bad which is minimum. So I can conclude that according to customers the behavior of service man is Good.
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Q.:15 Are you satisfied with following Service Factors:
I have put this question for knowing the customers are satisfied with service factor which is as below: Service factore Price of parts Delivery Rate of paid services Average\Ltr. Maintenance Capacity Total
Highly Satisfied 16 18 11 11 37 12 105 Highly Satisfied Avg. Dissatisfied Dissatisfied 16 40 15 9 24 20 124 53 14 30 20 13 40 170 7 17 33 42 11 17 127 5 8 8 15 12 8 56 Total 97 97 97 97 97 97 582
60 50 40 30 20 10 0 16 16
53 40 30 18 7 5 Price of parts Delivery 14 17 8 11 15 8 33 20 11 9 15 42 37 24 13 11 12 12 20 40
17 8
Rate of paid services Satisfied Avg
Average\Ltr. Dissatisfied
Maintenance Highly DisSatisfied
Capacity
Highly Satisfied
Interpretation: Here in above chart I can conclude that the in Price of parts there are 54.64% customers are average satisfied, In delivery 41.24% of customers are satisfied, In rate of paid service 34.02% of customers are dissatisfied, in Average of car\ ltr. 43.30% of customers are dissatisfied, 38.14% of customers are highly satisfied with maintenance and 41.24% of customers are average satisfied with Capacity of Tavera car. Maniba Institute of Business Management, Sabargam Page 52
Q.:16Will you recommend this service to any other?
I have put this question for knowing the customers has recommend this service or not,
Choice yes no Total
Respondent 82 15 97
90 80 70 60 50 40 30 20 10 0 yes no
Interpretation: From above chart I can say that the 84.54% of customers are recommend this service to other and 15.46% of customers are not recommend this service to other. So I can conclude that the Most no. of customers are recommend this service to others.
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Q.:17 Which paid service center you have preferred?
I have put this question for knowing the customers are preferred which service centre for the service,
Firm Nanavati motors Empire motors Total
Respondent 58 39 97
Empire motors, 39
Nanavati motors, 58
Interpretation: From above chart I can say that the 59.79% of customers are preferred Nanavati Motors as there service centre and 40.21% of customers are preferred Empire Motors as there service centre. So I can conclude that the expression of customer is mixed towards both service station.
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Q.:18 Type of payment preferred in paid services?
I have put this question for knowing the payment style of customers of paid services.
Method Cash Cheque Total
Respondent 44 53 97
60 44 50 40 30 20 10 0 Cash
53
Cheque
Interpretation: From above chart I can say that the 54.64% of customers are pay there amount with Cheque and 45.36% of customers are pay there amount with Cash.So I can conclude that the expression of customer is mixed towards the payment system.
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Chapter: 6
Findings & Conclusion
Page 56
Finding and conclusions

Istarted my survey with some sincere efforts was quite successful to obtain information from respondent regarding different aspect of product. The conclusions of this report are as follows: vehicle. others. 54.64% customers are average satisfied in Price of parts. 41.24% of customers are satisfied In delivery of car. 34.02% of customers are dissatisfied In rate of paid service. 43.30% of customers are dissatisfied in Average of car\ ltr. 38.14% of customers are highly satisfied with maintenance. 41.24% of customers are average satisfied with Capacity of car. 84.54% of customers are recommend this service to others. 69.07% of customers are say that the price of the part is lower than
50 % of customers service their vehicle between1000 to 2500kms. 83.51 % of customers get their vehicle by time promised for delivery. 30.93 % of customers problems resolved at first time only. 4.12 % of customers say different problems develop while service
In my survey I found out above discussed all the matter.
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Chapter: 7
Recommendations
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RECOMMENDATIONS
Survey of any topic ends when surveyor with the help of the survey notes suggestions. Company tries to increase the satisfaction level of consumer. Following are the recommendation for this project: Nanavati Motors should increase the number of incentives provide to the customer i.e. discount to overcome expensive service charges. Satisfied customer will continue to purchase again in the future but dissatisfied will stop purchasing from Nanavati Motors & are likely to spreads the word among friends. So Nanavati motors must work to satisfy the customer who have not visit anNanavati motors service center after competition of free services. Before introduce any new facilities in after sales service Nanavati Motors should meet existing customer & ask for their opinions. Nanavati motors even think about to run award programs to recognize the best performing & outstanding employees. Nanavati Motors can achieve 100% success in customers satisfaction in term of after sales service, if they will motivate their employees with handsome incentives & reward for creating customer delight. Many global automotives giant are practicing this marketing strategy these days. For example Nanavati Motors may set aside a special fund of Rs. 100,000 for those customers who complain regarding the service [cars]. If any customers complain, then after paying the actual amount whatever is left is distribute the remaining amount equally among the employees. This means that if no one complains, then Rs. 100,000 will be equally distributed
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among the staff members. If there are 100 employees, then each one will get Rs. 1000 more their
salary. This will definitely motivate the employees to satisfy customer & create customer delight. Nanavati Motors have to think carefully on its labors charges price cut off will enable a huge market share & it will force the customers to switch off to other service provider.
Love the Customers, Not the Profit
Page 60
Chapter: 8
Bibliography
Page 61
BIBLIOGRAPHY
Books Philip Kotler, Marketing Management (12th Edition) Pearson Education, New Delhi.
NargundkarRajendra (2005), Marketing Research, Tata McGraw-Hill, New Delhi. Donald R. Copper Pamela S. Schinler Business Research Methods [8th Edition] McGraw-Hill, New Delhi. Richard M. Hill, Ralph S. Alexander, James S. Crisis, Industrial Marketing (4th Edition) Publication AITBS. Thompson Strickland, Strategic Mgt. Concepts & Cases (12th Edition) Publication Tata McGraw Hill Edition. [Page no. 143-144]
Thomas L. Wheelen, David Hunger, Kish Rangarajan Strategic Mgt. & Business Policy Publication Pearson Education [page no 86]
Website www.chverlotcar/chevrolet.com/history www.indiamart.com/chverlet.-car www.surfindia.com/automobile/industrygrowth.html www.indiamart.com/production.html www.scribd.com
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Chapter: 9
Appendix
Page 63
Questionnaire
SALES SERVICE OF CHEVROLET TAVERA A A STUDY ON CUSTOMER SATISFACTION FOR AFTER T NANAVATI MOTORS
Customers Name Customers address Occupation Family income
:- ___________________ _____________ ____ :- _________________________________ ___ :- _________________________________ ___ :- < 100000 200000 to 300000 100000 to 200000 > 300000
Education Family member (no.) Phone no.
:- _________________________________ _ __ :- ________________________________ ____ :- ________________________________ ____
Q.:1Do you have a Chevrolet Car? Yes No Yes, which car you have? Tavera Aveo Spark Optra Beat Cruze
Q.:2 Which Model of Tavera you have? B1 6 B2 10 L7 CP.ST B1 7 B3 10 L9 B1 10 B4 7 D1 7 B2 7 B47 CP.ST D1 8
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Q.:3 How long you are using tavera car? < 6 Months 1 to 3 years 6 Months to 1 year > 3 years
Q.:4 Do you preferred service before long journey? Yes No
Q.:5 How frequently you get service for your vehicle? < 1000 kms 2500 to 5000 kms 1000 to 2500 kms > 5000 kms
Q.:6 From where you come to know about dealer? Advertisement Family Internet Existing user Friend Other, SpecifyR
Q.:7 From where you have purchased the car? Nanavati Motors Other, SpecifyBR Empire Motors
Q.:8 How many free services are provided by company? BR
Q.9 Will you preferred an authorized dealer? Yes No If Yes, Why you have preferred an authorized dealer? For Security For better service For Brand OtherBR
If No, Why you have not preferred an authorized dealer? High Charges Less Durable Not Easily Available OtherBR
Q.:10 Was the car delivered to you at promised date & time? Yes No Page 65
Q.:11 If there is any replacement in any part, then price of that part is Higher than others Lower than others
Q.:12 Is there any facility of Insurance? Yes No
Q.13 How the vehicle was after the repair work was complete? Problem solved at first time Repair work has been redone Problem remains Different problems developed
Q.:14 The behavior of service man is Very good Bad Good Very bad Moderate
Q.:15 Are you satisfied with following Service Factors:

Service Factors Price of parts Delivery Rate of paid services Average\Ltr. Maintenance Capacity Highly Satisfied Satisfied Average Dissatisfied Highly Dissatisfied
Q.:16 Will you recommend this service to any other? Yes No
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Q.:17 Which paid service center you have preferred? Nanavati Motors Other, SpecifyBR Empire Motors
Q.:18 Type of payment preferred in paid services? Cash Cheque Other, SpecifyBRB
Q.:19 Give your suggestion (If any) ___________________ ____________________ _
___________________________ BR
____________________R
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Photos of Tavera
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A Project report on Study the customer satisfaction for after sales services of Chevrolet tavera at Nanavati motors, Punagampatiya,

Mahavirnagar, punakumbhariya road, Surat

Bachelor of business administration (B.B.A) Semester 6th

Guided By: BhargavTrivedi

Place: Sabargam, Surat.

Maniba Institute of Business Management, Sabargam

Place: Sabargam, Surat.

Maniba Institute of Business Management, Sabargam

Maniba Institute of Business Management, Sabargam

Introduction & History of company

Maniba Institute of Business Management, Sabargam

Chairmen, President and Chief Executive Officer

Frederick. A. Henderson President and Chief Executive Officer

Ray Young GM Executive Vice President and Chief Financial Officer

Karl Shym President and Managing director GM India Pvt. Ltd.

Thomas G. Stephens GM Vice chairman, Global Product Development

Maniba Institute of Business Management, Sabargam

GENERAL MOTORS INDIA

Maniba Institute of Business Management, Sabargam

Louis Chevrolet 1878-1941

Billy Durant 1861-1947

Maniba Institute of Business Management, Sabargam

Maniba Institute of Business Management, Sabargam

Maniba Institute of Business Management, Sabargam

Maniba Institute of Business Management, Sabargam

Type Founded Headquarters Industry Products Parent Slogan

Revolution Go/Allons-Y (Argentina (Hispanic

SiempreContigo Mein Its a groes Big

Conte Comigo (Brazil) Website www.chevrolet.com/worldwide

Maniba Institute of Business Management, Sabargam

Name of firm: Managing Director Situated at:

Nanavati Motors DipakNanavati Punagampatiya, Mahavirnagar, punakumbhariya road, Surat

Year & date of Establishment: Authorized main dealer : No of Employee :

16/3/2008 GM Nanavati for Chevrolet at sales department : 31 at services department : 45

Sales and service

Maniba Institute of Business Management, Sabargam

Vision & Mission of NANAVATI Motors

Service Process At Companys Authorized Dealer

FIX IT RIGHT FIRST TIME

Maniba Institute of Business Management, Sabargam

Maniba Institute of Business Management, Sabargam

Maniba Institute of Business Management, Sabargam

Meaning of Customer Satisfaction

Tools for tracking and measuring the customer satisfaction

Maniba Institute of Business Management, Sabargam

Factor affecting car Service Satisfaction:

Maniba Institute of Business Management, Sabargam

Maniba Institute of Business Management, Sabargam

Choice of research design

Data analysis & inspection

Research report preparation

Maniba Institute of Business Management, Sabargam

Maniba Institute of Business Management, Sabargam

Maniba Institute of Business Management, Sabargam

Duration:Duration of my project is of 5 weeks. [20th Jan. to 27th Feb.2010]

Data analysis and Inspection

Maniba Institute of Business Management, Sabargam

Objective & Limitation Of Study

Maniba Institute of Business Management, Sabargam

Maniba Institute of Business Management, Sabargam

Limitation of the project

Maniba Institute of Business Management, Sabargam