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____________________________________________________MBA(IT) Trim-VI
A
STUDY OF
CONSUMER SATISFACTION.
InPANDIT AUTOMOTIV, PUNE
A PROJECT SUBMITED TO
BHARTI VIDYAPEETH UNIVERSITY,
PUNE
IN PARTIAL FULLFILLMENT OF THE
MASTER OF BUSINESS ADMINASTRATION (TRIMISTER -V)
SUBMITTED BY
Mr. ABHIJIT T.CHAVAN
UNDER THE UIDANCE OF
Mr.Pratap Desai
DIRECTOR
Year 2008-09
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T!"# "# $% &'r$" $!*$ $!' +r%'&$ 'n$"$' CONSUMER
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Mr. ABHIJIT T.CHAVAN
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Director Guide Dr. Mr. A. P. Ghatule Mr.Pratap Desai
DECLARATION
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BHARATI VIDYAPEETH UNIVERSITY,
PUNE
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AC#NO$LEDGEMENT
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%r.No TopicPa&e No
'. INTRODUCTION TO T!E %TUD( :
). COMPAN( PRO*ILE ;
+. T!EORECTICAL AC#GROUND ?
/. 0UE%TIONER% >:
1. ILIOGRAP!( >@
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Chapter No. I 2 I3troductio3 to %tud4
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O56ecti7e8
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Research Methodolo&4 o9 the %tud48
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Pri:ar4 Data
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%cope a3d li:itatio3s o9 the stud4 %cope 2
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Li:itatio3s 2
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Chapter No. II2 Co:pa34 Pro9ile
Brief History of the Company and Particulars ofPromoters / Directors
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Our services
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PANDIT auto:oti7es ?:>: >@(S!%/r%%2)
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Ultra modern 20 bay workshop for cars and utility vehicles.
ork shop open for ! days.
"ick-up and drop facility for servicin# cars.
$eparate accident with paint booth.
2% &rs. breaks down service available.
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Network Chart and Map of Pune Branch (Panditutomotives Pvt! "td!#
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Map o9 Tila> Road
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chievements of Pandit automotives Pvt! "td!
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Chapter No. III2 Theoretical ac>&rou3d o9 the stud4
INTRODUCTION TO CU%TOMER %ATI%*ACTION
I3troductio38
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+r%0&$#.Organisations often think the way to measure customersatisfaction is to examine the number of customer complaints. The
problems with this method is that it is reactive, it only responds afterthe event and it does not really measure satisfaction only
dissatisfaction. Monitoring complaint levels does not really tell if the
customers are any more or less satisfied with the product or service.
I:porta3ce o9 Custo:er %atis9actio3
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TO LEARN AOUT CU%TOMER PRECEPTION
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TO DETERMINE CU%TOMER NEED%, $ANT%,
RE0UIREMENT% AND E?CEPTION%
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TO IN%PECT $!AT (OU E?PECT IN ORDER TO IMPROVE
%ERVICE 0UALIT( AND CU%TOMER %ATI%*ACTION
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TO APPL( T!E PROCE%% O* COUNTINOU% IMPROVEMENT
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+@ The A9ter %ales Period8
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@. !o3our (our Pro:ises
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5'$ %n', %r %0 2"5!$ 2"## * '*"n' $!r%05! n% *0$ % %0r %/n. Pr%'&$#
&*n 1' *$', $'&!n%%5 &*n *" *n #01-&%n$r*&$%r# %n$ */*# '"4'r %n
$"2'. In $!"# &*#' * 0"&6 *+%%5 *n *##0r*n&' "$ 1' r'* ASAP /%0n$
5% *2"##.
Co3clusio3
C0#$%2'r #'r4"&', "6' *n *#+'&$ % 10#"n'##, "# * +r*&$"&' *r$ $!*$
$*6'# $"2' *n '%r$ $% 2*#$'r. A %0 n'' $% % $% *&!"'4' $!"# "# $% #$%+
*n #/"$&! r%'# /"$! $!' &0#$%2'r. 7!*$ /%0 %0 /*n$ r%2 %0r 10#"n'##
" %0 /'r' $!' &"'n$ H%/ /%0 %0 /*n$ $% 1' $r'*$' Tr'*$ %0r
&0#$%2'r# "6' %0r r"'n# *n $!' */*# &%2' 1*&6.
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Chapter No. IV;
Data Prese3tatio3 - A3al4sis
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Ta5le No.' Visit to Pa3dit Auto:oti7e.
Visit To Pa3dit
Auto:oti7e.
Respo3de3t
custo:ers
I3 B
Y'# ?@ ;N% >
T%$*
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Ta5le No.) Quality of Model
I3terpretatio38
B $!' #0r4' 2*%r"$ % $!' &0#$%2'r# *r' #*" $!*$ 0*"$ % P*n"$
A0$% "# 4'r #*$"#"' >? &0#$%2'r# *r' #*" $!*$ "# #*$"#"' *n 4'r
'/ #*" $!*$ #%2' #*$"#"'.
Ta5le No. + %peed o9 %er7ice
B.V.U. I/M/R/D/ASangli_______________________________________
Quality Of Model RespondentCustomer(5!
In "
Very Satisfed 30 60Satisfed 17 34
Some Satisfed 3 6
Dissatisfed 0 0Very Dissatisfed 0 0
Total 50 100%
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I3terpretatio38
B $!' #0r4' 2*%r"$ % $!' &0#$%2'r# *r' #*" $!*$ #+'' % #'r4"&'
+r%4"' 1 $!' P*n"$ A0$% "# 4'r #*$"#"' >= &0#$%2'r# *r' #*"
$!*$ "# #*$"#"' *n 4'r '/ #*" $!*$ #%2' #*$"#"'.
Ta5le No. To Get All Models
B.V.U. I/M/R/D/ASangli_______________________________________
%peed O9 %er7ice Respondent
Customer(5!
In "
Very Satisfed 21 42Satisfed 16 32
Some Satisfed 13 26
Dissatisfed 0 0
Very Dissatisfed 0 0
Total 50 100%
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I3terpretatio38
B $!' #0r4' 2*%r"$ % $!' &0#$%2'r# #*" * 2%'# *r' $% 5'$ "n
P*n"$ A0$%. V'r '/ *r' #*$"#"' /"$! $!"# #$*$'2'n$.
Ta5le No. I3ter3al %tructure
B.V.U. I/M/R/D/ASangli_______________________________________
To #et all Model Respondent
Customer(5!
In "
Very Satisfed 45 90
Satisfed 5 10
Some Satisfed 0 0
Dissatisfed 0 0
Very Dissatisfed 0 0Total 50 100%
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I3terpretatio38
T!' 2*%r"$ % $!' &0#$%2'r #*" $!*$ $!' "n$'rn* #$r0&$0r' "#
#*$"#*&$%r >= &0#$%2'r #*" $!*$ 4'r #*$"#"' *n 4'r '/ #*" *r'
$!' #%2' #*$"#"'.
Ta5le No./ E:plo4ee eha7ior
B.V.U. I/M/R/D/ASangli_______________________________________
Internal Stru$ture RespondentCustomer(5!
In "
Very Satisfed 16 32Satisfed 21 42
Some Satisfed 13 26
Dissatisfed 0 0Very Dissatisfed 0 0
Total 50 100%
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I3terpretatio38
T!' 2*%r"$ % $!' &0#$%2'r #*" $!*$ $!' '2+%'' 1'!*4"%r# *r' 4'r
#*$"#"' = *r' #*" $!*$ "$ "# #%2' #*$"#"' *n #*$"#"'.
Ta5le No.1 Ti:e %pe3t aiti3&
B.V.U. I/M/R/D/ASangli_______________________________________
E:plo4ee eha7ior RespondentCustomer(5!
In "
Very Satisfed 30 60Satisfed 10 20
Some Satisfed 10 20
Dissatisfed 0 0Very Dissatisfed 0 0
Total 50 100%
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I3terpretatio38
T!' 2*%r"$ % $!' &0#$%2'r# *r' #*" $!*$ $!' $"2' #+'n$ /*"$"n5 %r
$!' #'r4"&' $!*$ $!' #$*$'2'n$ 2*%r"$ *r' #*$"#"' >? *r' #%2'
#*$"#"' *n 4'r '/ *r' 4'r #*$"#"'.
Ta5le No. #3oled&e o9 E:plo4ee
B.V.U. I/M/R/D/ASangli_______________________________________
Ti:e %pe3t aiti3& RespondentCustomer(5!
In "
Very Satisfed 6 12Satisfed 27 54
Some Satisfed 17 34
Dissatisfed 0 0Very Dissatisfed 0 0
Total 50 100%
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I3terpretatio38
B $!' #0r4' 2*%r"$ % $!' &0#$%2'r# *r' #*" In $!' P*n"$ A0$%
'2+%'' 6n%/'5' *1%0$ $!' 2%' "# #*$"#"' = *r' #*" $!*$ "$ "#
4'r #*$"#"' /"$! $!' *1%4' #$*$'2'n$.
B.V.U. I/M/R/D/ASangli_______________________________________
#3oled&e o9 E:plo4ee RespondentCustomer(5!
In "
Very Satisfed 14 28Satisfed 36 72
Some Satisfed 0 0
Dissatisfed 0 0Very Dissatisfed 0 0
Total 50 100%
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Ta5le No. %easo3al %che:es 5e3e9icial
%easo3al %che:es
5e3e9icial .
R'#+%n'n$ &0#$%2'r# In
Y'# ? ;N%
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Ta5le No.' A5out the receptio3ist, ser7ice ad7isor - securit4 &uard
Rate To Pa3dit Auto Respo3de3t Custo:er I3 B
P%%r -
A4'r*5' = ?
%% == ??E9&''n$ =: =
I3terpretatio38
B $!' #0r4' 2*%r"$ % $!' &0#$%2'r# *r' #*" $!*$ $!' r'&'+$"%n"#$,
#'r4"&' *4"#%r *n #'&0r"$ 50*r #'r4"&' *r' '9&''n$ ? *r' #*"
$!*$ 5%% *n 4'r '/ #*" $!*$ *4'r*5'.
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Ta5le No.'' The a:ou3t o9 ti:e 4ou had to ait 5e9ore 5ei3& atte3ded 54
ser7ice ad7isor
R*$' T% P*n"$ A0$% R'#+%n'n$ C0#$%2'r In
P%%r ?
A4'r*5' ? %% =: =
E9&''n$ =
T%$*
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Ta5le No.') The eFpla3atio3 o9 or>, cost - deli7er4 ti:e &i7e3 to 4ou
54 the ser7ice ad7isor as ell as the deli7eri3& the 7ehicle.
Rate To Pa3dit Auto Respo3de3t Custo:er I3 B
P%%r A4'r*5' @
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Ta5le No.'+ The per9or:a3ce o9 the or>shop to resol7e all the
:e3tio3ed 54 i3 the 6o5 card
Rate To Pa3dit Auto Respo3de3t Custo:er I3 BP%%r
A4'r*5' ?:
E9&''n$ ?
T%$*
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Ta5le No.' O7erall ashi3& ualit4 co3sideri3& the i3terior as ell as
eFterior clea3i3&
Rate To Pa3dit Auto Respo3de3t Custo:er I3 B
P%%r A4'r*5'
%% > :
E9&''n$ = ?
T%$*
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Ta5le No.' Per9or:a3ce o9 the or>shop to the or>shop deli7ers the
7ehicle at the pro:ised ti:e.
Rate To Pa3dit Auto Respo3de3t Custo:er I3 B
P%%r A4'r*5'
%% ?= ?
E9&''n$
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Ta5le No.'/ Per9or:a3ce o9 the or>shop i3 ser7ici3& the car ithi3
esti:ated cost.
Rate To Pa3dit Auto Respo3de3t Custo:er I3 B
P%%r A4'r*5' ?
%% =;
E9&''n$ ?
T%$*
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Ta5le No.'1 Per9or:a3ce o9 the or>shop i3 ser7ici3& the car ithi3
esti:ated cost.
%atis9ied ith
Per9or:a3ce O9 Pa3ditAuto
Respo3de3t Custo:er I3 B
Y'# ?: ;=
N% ?
A4'r*5'
T%$*
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Ta5le No' $a3t a34 eFtra 9acilit4
7*n$ *n '9$r* *&""$ R'#+%n'n$ C0#$%2'r In
Y'#
N% > @T%$*
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____________________________________________________MBA(IT) Trim-VI
Ta5le No.' Per9or:a3ce o9 this or>shop o3 a scale.
Per9or:a3ce this
or>shop o3 a scale.
Respo3de3t Custo:er I3 B
P%%r A4'r*5'
%%
E9&''n$ > @
T%$*
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____________________________________________________MBA(IT) Trim-VI
Chapter;V *i3di3& a3d %u&&estio3
*i3di3&8
0*"$"'# % $!' * 2%'# *r' 4'r 5%%.
S+'' % $!' #'r4"&' +r%4"' 1 $!' P*n"$ A0$%2%$"4' "# #*$"#"'.
A 2%'# % TATA MOTORS *r' $% 5'$ "n P*n"$ A0$%2%$"4'.
In$'rn* #$r0&$0r' % $!' P*n"$ A0$%2%$"4' "# 5%%.
E2+%'' 1'!*4"%r "n $!' P*n"$ A0$% "# 5%%.
A E2+%'' "# /' $r*"n' *n * % 0# * 5%% 6n%/'5' % $!'* 2%'# % $!' 4'!"&'.
T!' #'r4"&' +r%4"' 1 $!' P*n"$ A0$%2%$"4' "# 5%%.
D'"4'r 5"4'# *$ $!' +r%2"#'# $"2'.
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%u&&estio38
"4' $!' r'' "n#0r*n&' +%"& /!'n &0#$%2'r# +0r&!*#' * n'/ &*r.
T% "2+r%4' $!' /%r6 +r%&'##.
T% 5"4' $!' #'*#%n* #&!'2'# $% &0#$%2'r#.
T% 5"4' $!' "#&%0n$ "n n'/ 2%'# % 4'!"&'.
T% 5"4' $!' *#$ '"4'r $% $!' &0#$%2'r#.
N%/ "n *# "n $!' 2*r6'$ %$ % &%2+'$"$%r# $!*$G# /! $!' #!%0
"2+'2'n$ 5%% #'r4"&'.
T!' #!%0 +r%4"' +r%2%$"%n* *&$"4"$"'# %r $!' +0r+%#' % +r%"$
2*9"2"'.
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0uestio3ers
0*""&*$"%n8
? D% %0 4"#"$ P*n"$ A0$% M%$"4' (TATA MOTORS)
* Y'# 1 N%
: Ar' %0 #*$"# /"$! "n$'rn* #$r0&$0r' % P*n"$ A0$% M%$"4'
* Y'# 1 N% & $% #%2' '9$'n$
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@ P'*#' $' 0# !%/ #*$"#"' %0 /'r' /"$! $!' %%/"n58
V'r S%2' V'r
S*$"#"' S*$"#"' S*$"#"' D"##*$"#"' D"##*$"#"'
* 0*"$ ? > = = = = =