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Chapter 1 Introduction
Probability Sampling In Probability sampling, every population has a chance of being selected. Here the danger of unknown sampling bias can be minimized. The findings of the sample survey are generalisable to the population. Simple Random Sampling is the sampling technique used here. This sampling technique gives each element an equal and independent chance of being selected. This technique is more simple and suitable where the population is relatively small.
SAMPLE SIZE
The researcher has to select a relevant fraction of the population, which is a representative of the entire population. The sampling size will be small in the case of the descriptive study where less than 1 percent is sufficient to provide reliable results. The sample size that is taken here for preparing the project report is 50, which covers some part of Calicut and Malappuram districts.
COLLECTION OF DATA
Data Sources In this stage, there is a need to gather primary as well as secondary data. Primary data are collected on original information gathered for a specific purpose either through personnel interviews / questionnaires etc. Secondary data is collected from already existing sources in various organization brochures and records. Primary Data The present study has used survey method for collecting the primary data by distributing questionnaires to various respondents.
Research Instrument
A well structured questionnaire was used to collect the primary data from the respondents. The respondents were given multiple choices to select their particular answers. A copy of the questionnaire is enclosed in the annexure.
Type of Questions The questions that have been used in preparing the questionnaire were: Dichotomous questions Multiple choice questions
Period of Study
The study was carried out for a period of 15 days from 17 th November to 3rd December 2008. 5
Secondary objectives :
To assess the reasonable time taken for the service. To know more about the availability of spare parts, tools and equipments. To know more about the service advisers performance. To know more about the overall experience in PVS Automobiles.
Today the existence of an organization depends on its ability to understand the customers and the satisfaction level with its product. This project is aimed at analyzing the customer satisfaction level on after sales service of Mitsubishi vehicles. The information gathered through the study can be used by the company to improve its service and become more customers friendly. As per the scope of the study is concerned, the study helps to find out the customer satisfaction level on after sales service of Mitsubishi vehicles. The study to an extent definitely helps to accomplish the need for knowing more about the customers. It is hoped that the analysis will help the company to develop marketing strategy and achieve the major objective from that.
1. The study was confined to only one dealer and that too of their customers from only two districts, Calicut and Malappuram. Therefore the results cannot be generalized. 2. Respondents were reluctant to answer certain questions. 3. The result generated out of the study is completely dependent on the nature of the response given by the customers. 4. Short span of time was a limiting factor. 5. Customer satisfaction varies from time to time. It will not remain constant. Despite these limitations, a sincere attempt has been made to collect and analyze the data and present the information as accurately as possible.
CO NCEPTUAL FRAMEWORK
Introduction to customer satisfaction
Today companies are facing tough competition. The customers have a wide choice of brands to select from. In order to survive the competition, the companies have to do a better job of meeting and satisfying customer needs than their competitors. PVS Automobiles also has no exception. Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a product perceived performance in relation to his or her expectation. Depending on the extent to which his requirements are met a customer may be classified as dissatisfied, satisfied or delighted. If his requirements are not adequately met, the customer will be dissatisfied. If however, his requirements have been exceeded, he will be delighted. Thus the dissatisfaction, satisfaction and delight of customers are dependent on his expectations and the performance of the product. A dissatisfied customer will talk about his dissatisfaction to his friends and they too may get to the competitor along with the dissatisfaction customer. A satisfied or delighted customer will also talk about his satisfaction or delight to his friends and they too may become the customers of the company. Quality can always be improved and quality does not cost more. The old idea was that achieving quality would cost-more slowly down production. But quality is really improved by learning to do things right the first time. When things are done right the first time many costs such as salvage and repair are eliminated. Quality is absolutely necessary for customer satisfaction because customers became more demanding.
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Customer satisfaction on after sales service of PVS Automobiles, Calicut levels of technology that are being brought into the industry. With these shared responsibilities, it is the quality of the relationships that they maintain, between manufacturers and dealers, which decides how to survive in this extremely competitive environment. Here again, it takes honest and open communication to build the mutual trust that is necessary for such a critical association, and it takes only one misplaced action or word to destroy a relationship that may have taken years to establish.
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INDUSTRY PROFILE
Automobile Industry History
In 1769, a French engineer Nicolas J. Cugnot invented the first automobile to run on roads. It was a self-powered, three-wheeled, military tractor that made the use of a steam engine which could only run at a stretch for fifteen minutes. It were not fit for the roads as the steam engines made them very heavy and large, and required ample starting time. Oliver Evans was the first to design a steam engine driven automobile in the U.S. A Scotsman, Robert Anderson, was the first to invent an electric carriage between 1832 and 1839. Thomas Davenport of the U.S.A. and Scotsman Robert Davidson were amongst the first to invent more applicable automobiles making use of non-rechargeable electric batteries in 1842. The short ranged, electric battery driven automobiles were not the best option for travelling over longer distances. The automobile industry finally came of age with Henry Ford in 1914 for the bulk production of cars. The several methods adopted by Ford, made the new invention popular amongst the rich as well as the masses. According to the History of Automobile Industry US, dominated the automobile markets around the globe with no notable competitors. However, after the end of the Second World War in 1945, the Automobile Industry of other technologically advanced nations such as Japan and certain European nations gained momentum and within a very short period, beginning in the early 1980s, the U.S. Automobile Industry was flooded with foreign automobile companies, especially those of Japan and Germany. The current trends of the Global Automobile Industry reveal that in the developed countries the Automobile Industries are stagnating as a result of the drooping car markets, whereas the Automobile Industry in the developing nations, such as, India and Brazil, have been consistently registering higher growth rates every passing year for their flourishing domestic automobile markets.
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Organization profile
Kerala Transport Company (KTC)
KTC is the parent company of PVS Automobiles. It was started in the year 1958. The founder was Late Shri. PV Sami. Kerala Transport Company is the flagship of the KTC group, The KTC group has diversified into multifaceted activities, some of which are highlighted below: I. KTC Automotive group with following establishments 1. Dealers for Hyundai cars 2. Mitsubishi Lancer cars 3. Ford cars 4. Mahindra and Mahindra vehicles 5. Honda Scooters and Motor cycles 6. Automotive Management Academy II. III. IV. V. VI. VII. VIII. IX. X. XI. Cinema Production, Distribution, Exhibition Super Specialty Hospital Property Development Plantations Print Media Educational institutions Custom house agents Food processing Dealership of Indian Oil Company and Hindustan Petroleum ( Fuel Outlets ) C and F Agents for various products The corporate office of KTC group is at KTC House, YMCA Road, Calicut. The Chairman is Mr. PV. Chandran. Mr. PV. Gangadharan and Mr.PV. Nidhish are the Directors. They provide employment to over 4,000 people directly and more than 10,000 indirectly. The turnover exceeds Rs. 600 crore.
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PVS Automobiles
PVS Automobiles was formed in June 2000 and started its operations in December 2000. This is a partnership firm for the dealership of Mitsubishi Lancer cars. Its aim is to provide wide range of Lancer and Pajero cars. It is fully integrated car dealership of international standard, retailing the passenger cars manufactured by Mitsubishi Limited. PVS Automobiles strives at providing the customers with a truly professional and reliable car buying experience, where the focus is on total Customer Satisfaction and the building of a strong one-to-one relationship. PVS Automobiles believes in a long lasting relationship with the customer that lasts through the complete automobile ownership cycle. The ownership cycle begins from the moment the customer purchases a vehicle from PVS, picks up accessories and through the complete life of his vehicle when PVS service and maintain his vehicle to ensure that it remains trouble free and in top condition. PVS Automobiles, the world class dealer ship of Lancer cars offers a fully integrated sale, service and spares operation. The dealership has a well equipped spares and accessories counter; and work bays manned by a well trained work force. Test drive facilities are also available for customers who would like to test-drive the car. Customized finance options are available to customers at the showroom. The service station is put on with professionals to ensure quality work. All the staff has a thorough automotive background. Customer satisfaction is all that counts here. The centre also do yearly overall service for the vehicles. The spare parts used are genuine and the service is reliable and economical. PVS Automobiles has the departments of sales, service, accounts, back office and reception with around 50 employees. The managing partner is Mr. P.V.Nidhish. Next to him is Mr. Rajeev Menon, the director (operations). Then comes the sales and dealership manager Mr. Rajendra Kumar with finance manager and general manager on his either sides. Under the Dealership manager comes the service team, sales team and the operations. The group effort of these fully dedicated employees make turnover around 10 crore.
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Product Range
Mitsubishi Outlander :Now in India to give the best of both worlds The pleasure of smooth 2WD mode for fuel efficient driving and the rugged 4WD mode for mastering the toughest terrain. Mitsubishi Montero :From the outside, a stylish SUV, but on the inside, nothing short of pure luxury. Mitsubishi Pajero :Let it be a casual drive down the highway or a cross-country ride through the roughest of terrain, it delivers. Mitsubishi Cedia :It has a rally proven suspension system and leading fuel efficiency in petrol and ALPG variant. Mitsubishi Lancer :Has a rally proven engine, tried and tested mechanisms, adrenalin pumping acceleration and the effective breaking.
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5.1
Automobiles, Calicut. The collected data are going to get analyzed here by using tables and charts like pie charts and bar diagrams. Further, the inferences are been made from the collected data.
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5.2
PERCENTAGE OF RESPONSE
58 8 28 6 100
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Interpretation: From the chart it can be found that 58% of the respondents own Lancer, 8% of the respondents own Cedia, 28% of the respondents own Pajero and 6% of the respondents own Montero.
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ATTRIBUTES
Below 6 months 6 months 2 years
NO.OF RESPONDENTS
10 24
PERCENTAGE OF RESPONSE
20
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Interpretation: From the above chart it can be found that the duration of usage of the car below 6 months is by 20% of the respondents, duration of usage of the car from 6 months-2 years is by 48% of the respondents, duration of usage of the car from 2 years-5 years is by 20% of the respondents and duration of usage of the car from 5 years and above is by 12% of the respondents.
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SATISFIED
DIS SATISFIED
No. of Respon dent ant % of Respond ent ant
H. DISSATISFIED
No. of Respond ent ant % of Respond ent ant
TOTAL
13.79
16
55.17
20.68
10.34
29
100
14.28
57.14
14.28
14.28
14
100
25
50
25
100
33.33
66.66
100
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Interpretation: From the above about it can be found that more than 50% of respondent are satisfied with the maintenance of car. Only a few respondents are dissatisfied with the maintenance of car.
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Interpretation: From the above chart it can be found that 12% of respondent are highly satisfied, 56% of respondents says that they are satisfied, 16% respondent are of the opinion that they are neither satisfied nor dissatisfied and the remaining 16% of respondents are dissatisfied with the availability of service centre.
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TABLE:5 FREQUENCY OF SERVICING Description: Table shows how often the customers used to service their car.
ATTRIBUTES
Once in a year Twice in a year More frequently Not yet Total
NO.OF RESPONDENTS
5 15 30 0 50
PERCENTAGE OF RESPONSE
10 30 60 0 100
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CHART:5 FREQUENCY OF SERVICING Description: Chart shows how often the customers used to service their car.
Interpretation: From the above chart it can be found that 10% of the respondents does the service once in a year, 30% of the respondents does the service twice in a year, and
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60% of the respondents does the service more frequently. There is no one who has not yet done the service till now.
TABLE:6 EASE OF SCHEDULING APPOINTMENT Description: Table shows satisfaction level of customers with ease to schedule the appointment in the service centre.
ATTRIBUTE
Highly satisfied Satisfied Niether satisfied Dissatisfied Highly Dissatisfied Total
NO.OF RESPONDENTS
10 20 16 4 0 50
%OF RESPONDENT
20 40 32 8 0 100
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CHART:6 EASE OF SCHEDULING APPOINTMENT Description: Chart shows satisfaction level of customers with ease to schedule the appointment in the service centre.
Interpretation: From the above chart it can be found that 10% of the respondent is highly satisfied with ease of scheduling appointment. 40% of the respondent are satisfied, 32%of respondent are of the opinion they are neither satisfied nor dissatisfied, and
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the remaining 8%of respondents are dissatisfied and does not fell easy to schedule the appointment in the service centre.
TABLE:7 PATIENCE IN LISTENING TO REQUESTS Description: Table shows how patient the service advisers are in listening to the customers.
ATTRIBUTES
Excellent Good Average Poor Very poor Total
NO.OF RESPONDENTS
0 47 2 1 0 50
PERCENTAGE OF RESPONSE
0 94 4 2 0 100
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CHART:7 PATIENCE IN LISTENING TO REQUESTS Description: Chart shows how patient the service advisers are in listening to the customers.
Interpretation: From the above chart it can be found that none of the respondents says excellent for the service advisers patience in listening to the requests, 47
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respondents says that the service advisers patience in listening to the requests is good, 2 respondents says as average, 1 customer says as poor and none of the respondents says as very poor.
TABLE:8 ESTIMATION OF THE DELIVERY TIME Description Table shows how well the service advisers estimate the delivery time. NO.OF RESPONDENTS
0 47 2 1 0 50
ATTRIBUTES
Excellent Good Average Poor Very poor Total
PERCENTAGE OF RESPONSE
0 94 4 2 0 100
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CHART:8 ESTIMATION OF DELIVERY TIME Description: Chart shows how well the service advisers estimate the delivery time.
Interpretation: From the above chart it can be found that none of the respondents says that the service advisers are excellent in estimating the delivery time. 47 respondents
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says as the service advisers are good in estimating the delivery time, 2 respondents says as average and 1 respondent says as poor. None of the respondents said as very poor.
TABLE:9 DELIVERY OF VEHICLE AT THE PROMISED TIME Description: Table shows satisfaction level of customers with regard to whether the delivery of vehicle is at the promised time. NO.OF RESPONDENTS
19 21 9 Neither satisfied Dissatisfied Highly Dissatisfied Total 1 0 50 2 0 100
ATTRIBUTE
Highly satisfied Satisfied
%OF RESPONDENT
38 42 18
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CHART:9 DELIVERY OF VEHICLE AT THE PROMISED TIME Description: Chart shows satisfaction level of customers with regard to whether the delivery of vehicle is at the promised time.
Interpretation: From the above chart it can be found that 38% of the respondents are highly satisfied with the delivery of vehicle at promised time 42% of respondents are
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satisfied, 18% are of opinion they are neither satisfied nor dissatisfied and the remaining 2% of respondents are dissatisfied with the delivery of vehicle at the promised time.
TABLE:10 CLEANLINESS OF THE VEHICLE AFTER THE SERVICE Description: Table shows the satisfaction level of the customers with the cleanliness of the vehicle after the service. NO.OF RESPONDENTS
2 44 0 4 0 3
ATTRIBUTES
Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied Total Source: Survey data
PERCENTAGE OF RESPONSE
4 88 0 8 0 100
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CHART:10 CLEANLINESS OF THE VEHICLE AFTER THE SERVICE Description: Chart shows the satisfaction level of the customers with the cleanliness of the vehicle after the service.
Interpretation: From the chart it can be found that 2 respondents are highly satisfied with the cleanliness of the vehicle after the service and 44 respondents are satisfied with the cleanliness of the vehicle after the service. None of the respondents are of the opinion neither satisfied nor dissatisfied. 4 of the respondents are dissatisfied with the cleanliness of the vehicle after the service. None of the
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respondents are of the opinion that they are highly dissatisfied with the cleanliness of the vehicle after the service.
TABLE:11 AVAILABILITY OF SPARE PARTS, TOOLS AND EQUIPMENTS Description: Table shows satisfaction level of customers with regard to whether the spare parts, tools and equipments are readily available. NO.OF RESPONDENTS
23 16 9 2 0 50
ATTRIBUTES
Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied Total
% OF RESPONDENT
46 32 18 4 0 100
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CHART:11 AVAILABILITY OF SPARE PARTS, TOOLS AND EQUIPMENTS Description: Chart shows satisfaction level of customers with regard to whether the spare parts, tools and equipments are readily available.
Interpretation: From the above charts it can be found that 46% of respondents are highly satisfied, 32% of respondent are satisfied, 18% of the respondent are neither satisfied nor dissatisfied and the remaining 4% are dissatisfied with availability of spare parts tools and equipment.
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TABLE:12 COST CHARGED FOR THE SERVICE Description: Table shows the satisfaction level of customers with regard to cost charged for the service by PVS Automobiles service centre. NO.OF RESPONDENTS
0 H.SATISFIED SATISFIED NIETHER SATISFIED NOR DISSATISFIED DISSATISFIED H.DISSATISFIED Source: Survey data 32 12 6 0 0 64 24 12 0
ATTRIBUTES
%OF RESPONDENT
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CHART:12 COST CHARGED FOR THE SERVICE Description: Chart shows the satisfaction level of customers with regard to cost charged for the service by PVS Automobiles service centre.
Interpretation: From the chart it can be found that none of the respondent are highly satisfied,64% of the respondent are satisfied, 24% of the respondent are neither satisfied not dissatisfied, and the remaining 12 are dissatisfied with the cost charged for the service by the PVS automobile service centre.
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TABLE:13 PERIODIC REMINDING CALLS Description: Table shows the satisfaction level of customers with regard to whether periodic reminding calls are done by the service advisers. NO.OF RESPONDENTS
14 24 6 6 0 50
ATTRIBUTE
H.SATISFIED SATISFIED NIETHER SATISFIED NOR DISSATISFIED DISSATISFIED H.DISSATISFIED TOTAL Source: Survey data
%OF RESPONDENT
28 48 12 12 0 100
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CHART:13 PERIODIC REMINDING CALLS Description: Chart shows the satisfaction level of customers with regard to whether periodic reminding calls are done by the service advisers.
Interpretation: From the chart it can be found that 28% of respondents are H.Satisfied, 48% of respondent are satisfied, 12% of respondent of neither satisfied nor dissatisfied and the remaining 12%of respondent are dissatisfied with the periodic reminding calls done by the service advisor.
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TABLE:14 SERVICE ADVISERS OVERALL PERFORMANCE Description: Table shows the rating of the service advisers overall performance. NO.OF RESPONDENTS
4 42 4 0 0 50
ATTRIBUTES
Excellent Good Average Poor Very poor Total
PERCENTAGE OF RESPONSE
8 84 8 0 0 100
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CHART:14 SERVICE ADVISERS OVERALL PERFORMANCE Description: Chart shows the rating of the service advisers overall performance.
Interpretation: From the chart it can be found that 4 respondents are of the opinion that the overall performance of service advisers are excellent. 42 respondents are of the opinion that the overall performance of service advisers are good. 4 respondents says as average. None of the respondents are of the opinion of poor or very poor.
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TABLE:15 OVERALL EXPERIENCE AT PVS AUTOMOBILES Description: Table shows the rating of the overall experience at the PVS Automobiles. NO.OF RESPONDENTS
4 42 3 1 0 50
ATTRIBUTES
Excellent Good Average Poor Very poor Total
PERCENTAGE OF RESPONSE
8 84 6 2 0 100
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CHART:15 OVERALL EXPERIENCE AT PVS AUTOMOBILES Description: Chart shows the rating of the overall experience at the PVS Automobiles.
Interpretation: From the chart it can be found that 4 customers says the overall experience at PVS Automobiles as excellent, 42 customers says as good,3 customers says as average and 1 customer says as poor. None of the customers are of the opinion that the overall experience at PVS Automobiles is very poor.
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5.3
CONCLUSION
The collected data has been analyzed and interpreted here. Tables and charts have been used to make the data more clear. Charts like pie charts and bar diagrams have been used. Further, inferences have been made from the collected data.
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Chapter 6 Conclusion
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6.1
The study has been designed to know the level of satisfaction on after sales service of Mitsubishi vehicles of PVS Automobiles, Calicut. The study reveals that majority of the respondents are satisfied with the services offered by the PVS Automobiles, Calicut. There are some suggestions recommended by the respondents for further improvements in the after sales service offered by the company. The study contains the following chapters: Chapter 1 contains: Introduction to the study, which says about the project topic, objective of the study, the research design used, area and population of the study, etc. Research problem, i.e., to find the level of customer satisfaction level on the after sales service offered to the customers of PVS Automobiles, Calicut. Research Methodology, which gives theoretical description about the research design, sampling technique, sample size, data collection method and period of study. Objectives of the study is all about the primary and secondary objectives. Need and scope of the study, and Limitations of the study.
Chapter 2contains theoretical framework about customer satisfaction. Chapter 3 contains the industry profile, i.e., about the automobile industry. Chapter 4 contains the company profile which is about the PVS Automobiles, Calicut in which the study has been conducted. Chapter 5 contains analysis and interpretation in which an introduction to the analysis has been given followed by the diagrammatic representation of the data and the conclusion to the analysis.
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6.2 FINDINGS
Majority of the respondents own Mitsubishi Lancer. Duration of usage of the Mitsubishi cars by majority of the respondents is within the range of 6monts 2 years. About more than 50% of the respondents are satisfied with the maintenance of their car. With the availability of service centre majority of the respondents are satisfied. Majority of the respondents do their servicing more than twice in a year, i.e., more frequently. Majority of the respondents are satisfied with ease to schedule an appointment in the service centre. The patience of service advisers in listening to the customers requests is rated as good by majority of the respondents. Majority of the respondents says that the service advisers are good in estimating the delivery time. Almost all of the respondents are satisfied with delivery of the vehicle after the service is done at the promised time. Most the respondents are satisfied with the cleanliness of their vehicle returned after the service. Most of the respondents are satisfied with the ready availability of spare parts, tools and equipment. Majority of the respondents are satisfied with the cost charged for the service by the PVS automobile service centre. Majority of the respondents are satisfied with periodic reminding calls from the service advisers. More than three-fourth of the respondents has rated the overall performance of service advisers as good. Overall experience at PVS Automobiles is rated as good by majority of the respondents.
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6.3 SUGGESTIONS
The company can open up a service centre somewhere at the center of Malappuram district which will be beneficial for the customers from Malappuram district with the availability of service centre and to get an appointment easily. The service advisers patience in listening to the customers requests has to be improved to get the opinion as excellent. The company can take better care while estimating the delivery time and can be hard working enough to deliver the vehicle at the promised time. Cleanliness of the vehicle, both inside and outside, can be checked once again by the supervisor before the delivery of the vehicle to the customers so that the customers are fully satisfied. Stock of spare parts, tools and equipments can be maintained so that the customers are satisfied with the availability of it. Cost of the service can be reduced by reducing the cost of the spare parts. Service advisers can take more care to give periodic reminding calls to the customers. Detailed checking and rectifications, if any, can be done before delivering the vehicle in order to improve the opinion about the service advisers overall performance. The company can try to keep in contact with the customers, arrange meetings and get together. Offers and discounts can be introduced on special occasions. Better care and importance can be given to the customers once they become the part of the companys success, since customers are the King and Queen of any market.
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6.4
CONCLUSION
The project entitled Customer satisfaction on after sales service 0f Mitsubishi vehicles with reference to PVS Automobiles, Calicut undertaken by the researcher on behalf of the PVS Automobiles, Calicut would help the dealer to know about the level of customer satisfaction on the after sales services provided. Service being a qualitative factor, the level of satisfaction pertaining to it may vary from time to time in the minds of the customers. The findings reveal that the quality of service operations and the level of satisfaction of the customers where good except for a few and therefore some suggestions have been recommended for betterment.
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QUESTIONNAIRE
Name Gender Age Occupation Address : : : : :
1. Which car do you own? Lancer Cedia Pajero 6Months-2Yrs. Montero 2Yrs-5yrs 2. How many years are you using this car? Below 6 Month 5yrs and above 3. Are you satisfied with maintenance of your car? H.Satisfied Dissatisfied H.Satisfied Dissatisfied Once in a year Not yet 6. Are you satisfied with the ease scheduling appointment in service centers? H.Satisfied Dissatisfied Excellent Excellent H.Satisfied Dissatisfied Satisfied neither satisfied Nor dissatisfied H. Dissatisfied Good Good Satisfied Average Average Poor Poor Very Poor Very Poor Satisfied Niether satisfied nor dissatisfied H. Dissatisfied Satisfied Neither satisfied Nor dissatisfied
4. Are you satisfied with the availability of service centre? H. Dissatisfied twice in a year More frequently
7. How is the patience of service advisor listening to customers? 8. How well do the service advisors estimate the delivery time? 9. Are you satisfied with the delivery of vehicle at promised time? Neither satisfied Nor dissatisfied H. Dissatisfied 59
Customer satisfaction on after sales service of PVS Automobiles, Calicut 10. Are you satisfied with the cleanliness of vehicle after the service? H.Satisfied Dissatisfied H.Satisfied Dissatisfied centre? H.Satisfied Dissatisfied H.Satisfied Dissatisfied Excellent Excellent Satisfied Niether satisfied Nor dissatisfied H. Dissatisfied Satisfied Niether satisfied Nor dissatisfied Satisfied Niether satisfied Nor dissatisfied H. Dissatisfied Satisfied Niether satisfied Nor dissatisfied
11. Are you satisfied with the availability of spare parts, tools and equipment? H. Dissatisfied
12. Are you satisfied with the cost charged for the service done by PVS Automobile service
13. Are you satisfied with the periodic reminding calls done by service advisors? H. Dissatisfied Good Good Average Average Poor Poor Very Poor Very Poor
14. How do you rate the service advisors overall performance? 15. How do you rate the overall experience at the PVS Automobiles? 16. Any suggestion:-
Thank You.
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