SUMMER TRAINING REPORT PRESENTATION ON

CUSTOMER SATISFACTION REGARDING AFTER

SALES SERVICES
With Reference to Garg Motors Mahindra And
Mahindra
Session 2013-2016

Submitted To:
Department Of
Business
Administration
CDLU ,SIRSA

Submitted By:
Arvind
MBA 5.5
13146220043

COMPANY PROFILE

Mahindra &
Mahindra Limited
Mahindra and Mahindra Limited (M&M) is an Indian multinational
automobile manufacturing corporation headquartered in Mumbai,
Maharashtra, India.
Mahindra & Mahindra was set up as a steel trading company in 1945
in Ludhiana as Mahindra & Mohammed by brothers K.C. Mahindra and J.C.
Mahindra and Malik Ghulam Mohammed. After India
gained independence and Pakistan was formed, Mohammed emigrated to
Pakistan. The company changed its name to Mahindra & Mahindra in 1948.
It is one of the largest vehicle manufacturers by production in India and the
largest manufacturer of tractors across the world.
It was ranked as the 10th most trusted brand in India, by The Brand Trust
Report, India Study 2014.

Products of Mahindra and

Mahindra

OFFICE MANAGEMENT
BASANT GARG (MD)
BHARAT SINGH (GM)
MS.SANIA(HR)
Mr. GULSHAN (Sales Manager)

INTRODUCTION
CUSTOMER SATISFACION
It is a measure of how products and services supplied by a
company meet or surpass customer expectation.
"Satisfaction is a persons feeling of pleasure or disappointment
resulting from comparing a products perceived performance (or
outcome) in relation to his/her expectations.
As this definition makes clear, satisfaction is a faction of perceived
performance and expectation. If the performance fails short of
expectations, the customer dissatisfied, highly many companies are
aiming for high satisfaction, because customers who are just
satisfied still find it easy to switch when a better offer comes along.
Those also are highly satisfied are much less ready to switch high
rates faction or delight creates un emotional bond with the brand,
net just a rational preference the result is high customer loyalty.

 Why is it supremely important to satisfy

customers?
Basically because of company's sale each period comes from two
groups. New customer and repeat customer. It always cost more
to attract new customers than to retain current customer.
Therefore, customer retention is more critical than customer
attraction.

RESEARCH METHODOLOGY
DATA
COLLECTION
The information necessary
for this research data collected by
tapping primary and secondary sources. The sources are as
follows:
Primary Sources:
Questionnaire
Personal interaction
Secondary Sources:
Company Websites
Related Information from Internet
Company Reports.

OBJECTIVES OF THE STUDY

To know the customers satisfaction level at Authorized Mahindra
& Mahindra dealers GARG MOTORS Sirsa.
To know the perception of customers regarding the charges/
rates offered by the service Centre.
To know the reasons for decline of customers visit at Service
Centre of GARG MOTORS Sirsa.
To know the suggestions from customers to improve the service
center.

LIMITATION OF
STUDY
The scope of study is limited to the respondents are selected
from in and around Sirsa only.
The project is carried out for the period of 45 days only.
However, Mahindra and Mahindra Automobile showrooms are
located in other places i.e. locally and even in the neighboring
states. Only opinion of respondents of Sirsa city was consider for
finding out the opinions of respondents.

DATA ANALYSIS AND

INTERPRETATION
Satisfied with overall service provided by Garg Motors .
1. Strongly Agree
10
2. Agree
25
3. Neither agree not disagree
31
4. Disagree
18
5.Strongly Disagree
16

Interpretation
According to my survey, out
of 100, responds 31% of the
people says neither agree
nor disagree about overall
service provided by Sutaria
Automobiles. And 25% of the
people agree. And 18% of
the people disagree, and
16% of the people says
strongly disagree, and lastly
10% of the people strongly
agree about overall service
provided by Sutaria
Automobiles.

 Authorized service station has sophisticated tools and

techniques.
1. Strongly Agree
06
2. Agree
28
3. Neither agree not disagree 32
4. Disagree
25
5.Strongly Disagree
09

Interpretation
Out of 100 respondents
32% of the people
moderate about tools &
techniques & 28% of the
people agree, &25% of
the people disagree &
9%of the people says
strongly disagree & 6% of
the people strongly agree
for tools & techniques.

 Authorised service station has sufficient and genuine spares.

1. Strongly Agree

07

2. Agree
36
3. Neither agree not disagree 30
4. Disagree
17
5.Strongly Disagree
10

Samples

Station has sufficent tools and Genuine Spares

40
35
30
25
20
15
10
5
0
1. Strongly
Agree

2. Agree

3 .Neither
Agree nor
dis Agree
Respondents

4. Dis agree 5. Strongly

Dis agree

Interpretation
From the source of field
survey, out of 100
respondents 36% of the
people agree with sufficient
& genuine spares, & 30% of
the people moderate with
the spares, & 17% of the
people disagree, & 10% of
the people strongly
disagree,& remaining 7% of
the people strongly agree
for sufficient & genuine
spares

 Labour charges compared to Authorised service and roadside

Mechanics.
1 Very high
3 Economical

32
0

60
2 High
08
4 Low

Labour Charges
70

Samples

60
50
40
30
20
10
0
1. Very high

2. High

3. Economical

Respondents

4. Low

Interpretation
According to my survey 60%
of the people says labor
charge is very high in the
Sutaria Automobiles as
compared to roadside or any
other Authorized service
centre, & 32% of the people
says labor charge is high &
remaining 8% of the people
says labor is reasonable.& no
body is ready to agree with
low labor charges.

 Delivery as per schedule.

1 Always
Most of times
3 Some Times
Never

10
2
25
45
4
20

Delivery as per schedule

45
40
35
30
25
20
15
10
5
0
1. Always

2. most of
the times

3. Some
times

Respondents

4.Never

Interpretation
45% of the respondents are disagree
with the delivery of vehicle timings
and 25% of the respondents are
moderate, 20% of them said they
never get timely, and 10% of them
are agree with the delivery as per
schedule.

 On Road Break down Service.

1 Poor

11

2 Fair
3 Good

46
36

4 Excellent

07

Interpretation
In the samples taken out of
100 respondents 46% of the
people says on road break
down service is fair, &36% of
the people says good & 11%
people says poor, & remaining
people says on road break
down service is excellent.

Break down Service

50

Samples

40
30
20
10
0
1.Poor

2.Fair

3.Good

Respondents

4.Excellent

 Whether people at service station are co- operative or not.

Attributes

Low

Moderate

High

Very High

Works Manager

20

23

38

19

Service Advisor

13

25

44

18

Service Supervisor

15

27

39

19

Technicians

22

16

34

28

People at service station are cooperative

50
40
30
low

20

moderate

10

high

very high

Respondents

Interpretation
Based on my survey
the customers are
says that works
manager is 38%
high, 20% low
&23% moderate
with them at service
station and service
advisor is 44% is
high, 13% low and
25% moderate with
them and service
supervisor is 39%
is high , 15% is
low and 27%
moderate with them.
And technicians are
34% high, 22% low
and is 16%
moderate with them
at service station.

 It is helpful if service station is kept open on

Sundays.

Yes

80

No

20

Service Station kept on Sundays

Interpretation

20%

80%

From the source of field survey

nearly 80% of people says it is
helpful to them, if service station
is kept open on Sundays.

 Whether you would recommended Garg motors to others.

Yes

71

No

29

Recommend to others

29

71

Interpretation
According to my survey 71%
of people says that, they
are recommended sutaria
automobiles to others. And
29% of people are not
recommended sutaria
automobile to others.

CONCLUSION
According to my survey majority of the customers are not satisfied with
overall service provided by Garg Motors, they expect management should
provide:Sophisticated tools and techniques.
Genuine spare parts.
Reduction in labor charges.
Timely delivery of vehicle.
So Management should concentrate on these aspects to satisfy their
customers.

FINDINGS AND SUGGESTIONS

Findings: According to my survey, out of 100, responds 31% of the people says neither
agree nor disagree about overall service provided by Sutaria Automobiles
Out of 100 respondents 32% of the people moderate about tools &
techniques
From the source of field survey, out of 100 respondents 36% of the people
agree with sufficient & genuine spares,
According to my survey 60% of the people says labor charge is very high in
the Sutaria Automobiles as compared to roadside or any other Authorized
service centre.
45% of the respondents are disagree with the delivery of vehicle timings.
In the samples taken out of 100 respondents 46% of the people says on road
break down service is fair.
From the source of field survey nearly 80% of people says it is helpful to
them, if service station is kept open on Sundays.

Suggestions: Management should make availability of sufficient tools and techniques

and genuine spare parts.
Management should try to reduce labor charge and service charges as
much as possible.
Management should maintain delivery timings and on road break down
services as they promised to their customers.
Majority of the customers wants to kept open service station on Sundays,
so management should try to provide services on Sundays also

THANK YOU