A STUDY ON CUSTOMER SATISFACTION TOWARDS SERVICES

PROVIDED AT SWASTIKAA MOTORS.

Project report for assignment submitted in partial fulfillment of the requirements
for the award of the degree of 3rd semester MASTER OF BUSINESS
ADMINISTRATION

OF
BENGALURU CENTRAL UNIVERSITY

Submitted By

PARVATHI LALI N

REG NO: MB181297

Under the guidance of

MS.KAVYA S

Assistant professor

COMMUNITY INSTITUTE OF MANAGEMENT STUDIES

(2ND Block Jayanagar, NearAshokaPillar, Bengaluru 560011)

2018-2020

DELARATION BY THE STUDENT

I hereby declare that the project work entitled ‘’A STUDY ON CUSTOMER
SATISFACTION TOWARDS SERVICE PROVIDED AT SWASTIKAA MOTORS” is the
result of the project work carried by me under the guidance of assistant professor
MS KAVYA S in the partial fulfillment for the award of Master’s Degree in Business
Administration by Bangalore Central University.

I also declare that this project is the outcome of my own efforts and that is has not
been submitted to any other university or institute for the award of any other
Degree or diploma or certificate

Signature of the candidates

PARVATHI LALI N

Place: Bangalore

Date:

(MB181297)
 ACKNOWLEDGEMENT

I place my sincere thanks to MS KAVYA S, Community Institute of Management Studies,

Bangalore, for providing necessary support to carry out this project.

My sincere gratitude to MS KAVYA S, Assistant Professor, Community Institute of Management

Studies, Bangalore, for her valuable guidance and support for the successful completion of this
project.

I would like to thank my friends, family, faculties, and non-teaching staff who have directly or
indirectly assisted me in preparing this project report.

Place: Bangalore PARVATHI LALI N

Date: (MB181297)
 GUIDE CERTIFICATE

This is to certify that the Project title “A STUDY ON CUSTOMER SATISFACTION

TOWARDS SERVICES PROVIDED AT SWASTIKAA MOTORS” submitted by
PARVATHI LALI N, Register No: MB181297 to Bangalore Central University for the award
of degree of “MASTER OF BUSINESS ADMINISTRATION” is a record of work carried out
under my guidance.

Place: Bangalore Guide Signature

Date: Kavya S
TABLE OF THE CONTENTS

Chapter CONTENTS Pg No
1 INTRODUCTION 1-15
1-3
1.1 INTRODUCTION ABOUT TOPIC
4-13
1.2 INDUSTRY PROFILE AND COMPANY
14
PROFILE
15
1.3 STATEMENT OF THE PROBLEM
1.4 NEED AND RELEVANCE OF THE STUDY.
2 METHODOLOGY 15-17
2.1 INTRODUCTION OF THE STUDY 15
2.2 NEED OF THE STUDY 15
2.3 STATEMENT OF THE PROBLEM 15
2.4 OBJECTIVES OF THE STUDY 15-16
2.5 SCOPE OF THE STUDY 16
2.6 RESEARCH DESIGN 16
2.7 LIMITATIONS OF THE STUDY 17
3 STRENGHT, WEAKNESS, OPPORTUNITY AND 18-22
CHALLENGES (SWOC)
4 FINDINGS AND SUGGESTIONS 23-25
5 LEARNINGS AND CONCLUSION 26-29
Bibliography 30
Annexure
 CHAPTER: 1

INTRODUCTION
Introduction

Customer satisfaction; a term frequently used in marketing, is a measure of how products and
services supplied by a company meet or surpass customer expectation, when a brand has loyal
customer, it gains positive word- of- mouth marketing, which is both free and highly effective”.
Customer satisfaction is defined as “the number of customers, or percentage of total customers,
whose reported experience with a firm its products, or its services (ratings) exceeds specified
satisfaction goals”.

Satisfaction is a person‘s feelings of pleasure or disappointment resulting from comparing a

product’s perceived performance (or outcome) in relation to his or her expectations. Whether
the buyer is satisfied after purchase depends on the offer’s performance in relation to the buyer’s
expectations.

It is seen as a key performance indicator within business and is often part of balanced scorecard.
In a competitive marketplace where businesses compete for customers, customer satisfaction is
seen as a key differentiator and increasingly has become a key element of business strategy.

It is a measure of how products and services supplied by a company meet or surpass the
customer’s expectations.

Customer expectation is the needs, wants, and preconceived ideas of a customer about a product
or services.

If customer expectations are met then the customer is satisfied.

Customer’s exceptions tell what to sell and serve (user requirement)

Customers perceptions of services tell how to sell, serve and satisfy users behaviors, attitude,
preference, e.t.c) as they vary over time and from person it has to be on continuous basis.
Consumer satisfaction assumes an imperative job in upgrading the goal of an association.
Agreeing to Nick Brand worth and consumer loyalty are controlled by the commitment and
repurchase from the buyers. The expansion in consumer loyalty can expand the brand reliability
and brand esteem. In light of administration and item quality consumer loyalty differs and in the
event that the buyer isn't happy with the quality the brand reliability and brand worth will decay.

According to the investigation of Ganesan a completely fulfilled client brings more income for an
association than a mostly fulfilled client or an unsatisfied client. Client fulfillment is basic since it
has a fundamental part in client repurchase goals and dedication. Worldly sees that associations
are continuing researching about the imaginative

what's more, better methods for expanding brand an incentive to draw in more purchasers and
furthermore to survive different rivals in the market. Organizations center more around
improving the exhibition and administration nature of the item to upgrade consumer loyalty.
According to the investigation of Ghafoor et in vehicle industry there are loads of models
arranged by various brands and in view of the brand esteem client settles on purchasing choices.
It is the additional highlights of the equivalent

model shown by different brands that pulls in the purchaser. Consumer loyalty in car industry
will expand the lifetime estimation of client and diminish the negative word of mouth. Brand an
incentive for a car industry can improve by giving great quality vehicles in financial value, more
than that by applying motor guarantee conditions, specialized administrations, administration
after deals, advancements, the organization can expand brand worth and client fulfillment.

In understanding to Watkinson despite the fact that consumer loyalty has a prime job in
upgrading the target of an association there are sure circumstances at which the association
neglects to accomplish consumer loyalty for the item. There are sure circumstances at which
consumer loyalty and brand worth can't be improved. Ill-advised investigation of issue identified
with the item, the sort of issue, issues identified with guarantee are the significant issues over
which a client loses confidence in the administration nature of an item

Mkhitaryan Consequently, the consumer loyalty diminishes and the brand estimation of an item
decays. In the event that an organization overlooks disappointed and incomplete fulfilled clients
it can prompt glitch. A large number of organizations consider consumer loyalty as an exorbitant
procedure and hence need enough consideration on real zones of brand improvement. This
consequently prompts client disappointment and diminished brand unwaveringness

The issue emerges when there is any flops in client care. It will influence brand esteem, brand
acknowledgment cost created by long stretches of exertion, time, and cost, notoriety and so on.
While cooperating with each client the brand notoriety is in question. It's a ruthless truth that
clients would like to share awful encounter more than great ones and now daily's clients can
express their awful feeling in various ways by utilizing social Medias, which can cause impacts on
brand It is obvious from the reports of Palermo (2013) that the brand exhibitions of extravagance
vehicles have been dropping in car industry with one point sharp decay. Mercedes, in UK is one
among the main extravagance autos with higher score in client fulfillment. Be that as it may, for
example, expanded tendency on achieving improved brand dependability results the brand to
work up with rivalry and in this way to lose ground in offering quality administrations to clients.
This comprises significant purpose behind choosing Mercedes in this investigation. Consequently
the relative issues in Mercedes made negative effect on consumer loyalty and this has
driven.descending movement in client's future inclinations and brand faithfulness

In the perspective on Ghafoor consumer Satisfaction is the term that measures up to what
broaden the items offered by advertisers are met with desires for client. The by and largeview of
the client toward the firm can be estimated by estimating their utilization . The showcasing terms
which measures up to what broaden the item provided in market have met with the inclinations
and desires for client is alluded as consumer loyalty, characterizes Rao and Chandra (2013).
Goldstein (2009) featured that estimating consumer loyalty is useful for the advertisers to pick
up understanding on the territories of business that requires further improvement. Late study
led by Farris, Bendle and Pfeifer (2010) uncovered that estimating consumer loyalty is a
successful way of achieving business achievement, through decreasing negative informal
exchange and client agitate rate.

Goldstein referenced that clients are key measurements to achievement of the association and
in this manner it is fundamental to meet their degree of fulfillment with quality items and
administration contributions.

Brand value
The brand worth is an encounter and feels of a client when they contact with the association,
item, and administration, characterizes . A brand is recognizing and separates the administration
and results of organizations, makes reference to Goldstein). Studies of Ahmed demonstrated that
brand worth has two importance from two unique points of view and incorporates data financial
aspects and psychological brain research. From the view purpose of psychological brain science,
brand worth is characterized as the attention to shoppers towards brand affiliations and features
and from the point of information economics, brand value is referred as potential

Role of brand performance in improving customer satisfaction and brand loyalty

From the most recent two decades, one of the significant regions of research and in showcasing
has seen the connection between brand value and consumer loyalty. Investigations of Bilal and
Malik have demonstrated that brand value is interrelated with the part of consumer loyalty.
According to the perception of Ahmed (2014) brand exhibitions is a typical term utilized in
different investigations directed by academicians and advertising specialist from both scholastic
and marketing disciplines. As indicated by Ghafoor et al., (2012) brand exhibitions can be
measured by assessing the achievement of the brand in the market.

Awan referenced that brand exhibitions is resolved based on brand productivity, while on the
different hand previous research led by Goldstein (2009) contended that brand exhibitions is
decided through brand advertise execution divulging the connection controlled by brand with
monetary metrics. Committed customers buy the brand over and again. The inclination of an
individual is influenced by the conduct of the purchaser that brought about brand dependability.
There is consistency in purchasing an item from the favored brand class at any value (Rao and
Chandra, 2013). Various projects were started by firms to draw in clients and to make them
faithful towards the items and administrations offered by firm. Investigations of Awan (2014)
showed that consumer loyalty and brand worth can be distinguished by the repurchase and
responsibility from the clients. Consumer loyalty on a brand will build brand esteem what's more,
image loyalty. In the perspective on Watkinson (2013) improved exhibitions of brand as far as its
sharp consistency in contributions one of a kind item esteem, highlights, execution and
properties make a positive feeling of inclination among clients. This, thus, creates the
verbalization of positive verbal exchange and expanded brand unwaveringness producing higher
development and income to
 Indusial Profile
The vehicle business, alongside the auto segments industry, is one of the center enterprises in
India. An all around created transportation framework assumes a key job in the improvement of
an economy, and India is no special case to it. Vehicle is one of the biggest enterprises in the
worldwide market. Inferable from its solid forward and in reverse linkages with a few key portions
of the economy. Car Sector involves a conspicuous spot in the texture of Indian Economy. Vehicle
segment is pioneer in item and procedure advancements in the assembling area. It has been
perceived as one of the drivers of monetary development and the household vehicle industry is
accepted to be the indicator of the economy. Such a conviction is in accordance with global
patterns since in most develop economies the car business' execution is seen as an impression
of the economy's wellbeing. This segment has risen as dawn area in the Indian economy.

As per information distributed by Department of Industrial Policy and Promotion (DIPP), service
of Commerce, the measure of combined outside direct venture (FDI) inflow into the auto
segment from April 2000 to November 2012 was worth US$7,518 million. The auto segment
represents 4 percent of the complete FDI Inflows (as far as US $) in India.

As indicated by the ongoing information discharged by Society of Indian Automobiles

Manufacturers (SIAM) India's bike and bike makers have enrolled 4 percent development during
April-November, 2015. The Global and Indian producers are centering their endeavors to create
inventive items, advancements and supply chains. India is one of the key markets for Global
Manufacturers for cross breed and electronic vehicles, which is the new improvement in vehicle
area. With a turnover of nearly $59 Million US Dollars, Vehicle industry Provides work to 13
million individuals in the India Work-class. The vehicles division is isolated into four fragments -
bikes, traveler vehicles, business vehicles and three wheelers. Bikes
India is one of the world's quickest developing traveler vehicle markets it is second biggest bike
producer and fifth biggest business vehicle maker. It is likewise home for the biggest engine cycle
producer. Additionally, India is fourth biggest traveler vehicle showcase in Asia.

The auto part in India has accomplished a development pace of 26% in most recent two
years(2016-17). Be that as it may, it has demonstrated a lazy development of 12 percent in 2017.
The pattern is probably going to remain with a 10 percent development laid out for 2013. The
fundamental reason are high proprietorship costs (fuel costs, cost of enrollment, extract
obligation, street charge) and moderate rustic pay development. Throughout the following
couple of Years strong however careful development is normal.

The Macquarie values research uncovers that the closeout of traveler vehicles is expected to
twofold in the following four years and development foreseen is higher than the 32%
accomplished in the previous 10 years. The car Mission Plan 2020 propelled by the Government
of India tries to develop the business to a size of $145 billion what's more, cause it to contribute
10 percent to the country' GDP. The development for car industry is significant for development
in economy, especially in light of the fact that the car business has solid multiplier impact. It is
skilled in the event that being the driver if monetary development. High immediate to aberrant
business proportion of about 1:10 Is evaluated for the car business, since car industry has
potential to create work for around 10 more for each individual utilized legitimately in car
fabricating industry. These circuitous occupations incorporates occupations in auxiliary and part
enterprises, car administration stations mechanics, loaders and cleaners of business vehicles,
foundations financing buy of vehicles and individuals who drive business vehicles and procured
vehicles. There is an advantageous connection between the development of economy and the
interest for vehicles.
In the previous couple of years, the creation and the executives frameworks in the India vehicles
industry have been progressives. The quick development of cars industry is because of the union
of a great deal of positive variables. These elements have brought about the presentation of new
models. Following are a portion of the significant development drivers:
COMPANY PROFILE:
NAME SWASTIKAA MOTORS

TYPE and BUSINESS FORM OWNED: partnership

INDUSTRY AUTOMOBILE

EMBLEM

FOUNDED 2014

FOUNDER PRAKASH A and PRAKASH S

HEADQUARTERS HUSKUR GATE, BANGALORE

NATURE OF ACTIVITY CAR SERVICES

SERVICE AREA BANGALORE

EMPLOYEES 32

KEY PEOPLE K.RAMKUMAR ; C STEPHEN; K SUGUMAR

REVENUE 1.4 CRORES.

STATEMENT OF THE PROBLEM:

Research conducted on customer satisfaction on services provided by SWASTIKAA MOTORS. It

is restricted to Bangalore city.

NEED FOR THE STUDY:

 To understand the services provided by SWASTIKAA MOTORS

 To measure the effectiveness of the services provided by SWASTIKAA MOTORS
 To ascertain customer expectation regarding the services provided.
 To analyze customer attitude and measure satisfaction level of customers.
 Chapter-2

TITLE OF THE STUDY:

A STUDY ON CUSTOMER SATISFACTION ON THE SERVICES PROVIDED BY SWASTIKAA MOTORS.

RESEARCH DESIGN:
TYPE OF RESEARCH:

Descriptive research

SOURCES OF DATA COLLECTION:

Data is collected mainly through primary data collection and secondary data collection.

Sources of data collection:

There are mainly two methods of data collection:

1) Primary source: primary data are those which are collected as fresh and first time and it
is collected directly from the respondent. primary data is collected through conducting
research and questionnaires, field survey method, pilot study methods.
2) Secondary source: here data is collected through published magazines, books, journals,
newspapers, company brochures and documents, note sheets from the company etc.., in
this study the researcher had used both primary and secondary data collection method .

SAMPLING TECHNIQUE: simple random sampling

SAMPLING SIZE: 25 respondents(customers)

SAMPLING UNIT: customers who visit swastika motors.

TOOLS FOR DATA COLLECTION:

 Tools used for data collection are both primary and secondary data. In which for primary data-
questionnaires and in secondary data –websites books and publications are used

Limitations of the study:

1) Study is limited only to SWASTIKAA MOTORS.

2) Study is for a short period of time.
3) Study is conducted only in Bangalore city.
4) Fewer samples were taken into considerations due to time constraints.