BY- RISHAB RAVI

Customer satisfaction is a marketing term that measures

how products or services supplied by a company meet or
surpass a customer's expectation.
Customer satisfaction is important because it provides
marketers and business owners with a metric that they can
use to manage and improve their businesses.
 To measure customer satisfaction.
Identify various problems faced by the
customers and the reasons behind them.
Evaluate the performance and study the
impact of different factors.
Opinion of the owner of vehicles regarding
presales and after sales services.
 Automobile market has become more competitive and
offering a product has become a complicated job for the
company dealers.
It is also helpful for the car dealers and service centres who
provide after sales service to the customer. Also, for car
manufacturing companies who provides some facility to
them.
It analyses the perception of customers mind and this
information helps the marketers to gain entry into the minds
of the customers.
 Some aspects might not be covered due to time
constraint or short duration of the project.
Many customers hesitate to respond because of
their busy schedule.
Research work was carried out only in SHIV NISSAN
hence, the findings may not be applicable to the
other parts of the country because of social and
cultural differences.
Due to time constraint the sample size selected is
100,hence the obtained result may not be accurate
as it may not represent the whole population.
 RESEARCH
METHODOLOGY

RESEARCH RESEARCH
PROCESS APPROACH

PROBLEM RESEARCH COLLECTION OF

&OBJECTIVES DESIGN DATA
SAMPLE ANALYSE DATA
DESIGN & PRESENT THE
-BUYING -PRIMARY DATA FINDING
-EXPLORATORY
BEHAVIOUR RESEARCH -SECONDARY
-PRICE DESIGN DATA
-BRAND MANE -HYPOTHESIS
TESTING
REASEARCH
1. Which car brand do you prefer most?
1NISSAN 1HONDA 1TOYOTA 1FIAT

2. How much will you rate the advertisement of NISSAN MOTORS?

1AVERAGE 1GOOD 1VERY GOOD 1EXCELLENT

3. What attracts you to NISSAN cars?

1STYLISH LOOKS 1COMFORT 1SAFETY SPACIOUS

4. Which car are you using currently?

1HONDA 1MARUTI 1HUNDAI 1TOYOTA 1OTHERS

5. Are you looking for replacement or additional car?

1REPLACEMENT 1ADDITIONAL
6. Do you plan to use the car for personal or commercial purpose?
1PRIVATE 1BUSINESS 1PRIVATE&BUSINESS

7. Who will be driving the new car? Will it be driven by?

1SELF 1CHAUFFEUR 1OTHERS

8. Are you satisfied with our hospitality?

1YES 1NO

9. Are you satisfied with the price of our car?

1YES 1NO

10. What are your expectations from your new car?

1SPACE COMFORT1FEATURES1MILEAGE 1STYLING/LOOKS
11. What will be the average monthly kms run on the new car?
110 to 30130 to 50150 and above

12. How was the CARS Pick-Up and Acceleration?

1AVERAGE1GOOD1VERY GOOD

13. How was the fit and finish of the car?

1AVERAGE1GOOD1VERY GOOD

14. How was the braking system of the car ?

1AVERAGE1GOOD1VERY GOOD

15. What is your overall opinion towards the car ?

1AVERAGE1GOOD1VERY GOOD