TITLE

A STUDY ON CUSTOMER SATISFACTION TOWARDS

AFTER SALES SERVICE AT AAKASH BAJAJ
AUTOMOBILE LIMITED PUDUCHERRY.

Submitted by
P. GANESH
REGISTER NO: 26348309

Under the Guidance of

Mrs. M. JANAKI RAMA, M.B.A., P.G.D.C.A
Faculty, Department of Management Studies
 OBJECTIVES OF THE STUDY

 To identify the service provide by the Aakash Bajaj.

 To analyze the satisfaction level of customer’s after sales service.

 To identify the feedback of the customer on the performance

of the Aakash Bajaj.

 To provide satisfaction for after sales service

 To facilitate the performance and quality service to the customer.

 FINDINGS OF THE STUDY

 From the study it was found that, 46% of the respondents feels that current
service have been effective, 26% of the respondents are feels that it should be
improved.
 From the study it was found that, 41% of the respondents are waiting for service
not too long, 24 % of the respondents feel that it was prompt service.

 From the study it was found that, 57% of the respondents feel that there
is effective communication system, 25 % of the respondents feels that very
effective

 According to the study, 72% of the respondents are feel that mechanics having
sufficient skills , 21% of the respondents are feel that mechanics are highly
competent, and remaining 7% of the respondents felt that mechanics are don’t have
the sufficient skill to do the service.

 From the study it is found that majority (55%) of the respondents are
satisfied about the services, 25% of the respondents are highly satisfied.
 SUGGESTION & RECOMANDATION

 From the overall study, it was found that customers are satisfied with the
present services. The Company can follow this continuously.

 Majority of the customer felt that waiting time has to be minimized. Hence
company can concentrate on this activity to provide good services to the
customers.

 Company could improve the ambience of the service station.

 As only few customer feel the communication system is very effective, the
company can improve the communication system to attract majority of the
customer.

 Mechanics can be trained to make them highly competent with their skills.

 Most of the customer buying the vehicle through credit scheme. Hence,
the company can extend the credit facilities to increase the sales.
 CONCLUSION

In today’s business, Customers are considered as the backbone of the

company. Customer service, like any aspect of business, is a practiced art that
takes time and effort to master. Treating the customers like friends is the best
way to attract the customers and they'll always come back. The level of
satisfaction can also vary depending on other options the customer may have and
other products against which the customer can compare the organization's
products. And this Customer satisfaction research to help businesses build
stronger relationships.

From the overall study of identifying the satisfaction level of customers

after sales and service may conclude that the " Aakash Bajaj’s Customers are
satisfying with the service which company providing” , But at the same time
Service station environment has to be enhanced. Better Customer service will
help the organization be more efficient, quality services, and increase profits.