Project On Automobile

SHANTESHA MOTORS PVT. LTD.
People’s Education Society and Trust’s

Belgaum Institute of Management Studies,
MBA, Belgaum.
(Approved by AICTE & Affiliated to Karnataka University Dharwad)
“IMPACT OF POST SALE SERVICE ON CUSTOMER SATISFACTION AT

SHANTESHA MOTORS PVT LTD IN BELGAUM CITY”
Shantesha motors Pvt. Ltd”.
A Report Submitted in Partial Fulfillment of

the Requirement for the Award of
MASTER’S DEGREE IN BUSINESS ADMINISTRATION
2010-2011
Submitted by
Vinodkumar.M.Belgall
Exam No.: MBA08006085
Belgaum Institute of Management Studies (MBA)

Institute Guide: Company

Guide:
Prof Prasanna.V.Kulkarni Mr. Vivek C.
Karadi
Faculty (Finance) Sales manger
PEST’s BIMS, MBA, Shantesha Motors
Pvt. Ltd.
Belgaum. Belgaum.

People’s Education Society and Trust’s

Belgaum Institute of Management Studies,
MBA
Adjacent to KUD PG Center, Bhutramanhatti, Belgaum.
(Recognized by AICTE, New Delhi & Affiliated to Karnatak University Dharwad.)
CERTIFICAT
E
This is to certify that Mr.Vinodkumar.M.Belgall, K.U.D.
Examination No. MBA08006085 of MBA IV Semester has
successfully completed his Major concurrent Project 2009-2010
for the months from Jan 4th to April 30th ,2010.
Project Guide Director
Date: ____________

ACKNOWLEDGEMENT
The completion and drafting is a solitary task but one which has been made smoother with
the help of many. Here I take this opportunity to thank those who have made a vital
contribution in shaping this study.
I would like to express my profound gratitude to Mr. Vivek C. Karadii (Sales Manager) and
for giving me an opportunity to take up my MCP In-plant at Shantesha Motors Pvt. Ltd.,
Belgaum.
Any accomplishment requires the efforts of many people. I am indebted to all the Employees
of Shantesha Motors Pvt. Ltd, who extended their help and cooperation in collecting data
for my project.
Regardless of the source I wish to express my gratitude to those who have contributed to my
project, even though anonymously.
I extend my thanks to our Director, Dr. Anilkumar.Garag, and Mr.Prasanna.V.Kulkarni
(Finance Faculty) and Prasannakumar.Ganji and Shankar.N.Patil for providing me an
opportunity to work for Shantesha Motors Pvt Limited.I would also like to thank my parent,
my other family members, and friends for their infinite love, valuable guidance, support and
help during my project. This project wouldn’t have seen the light of the day, if it wasn’t for
the cooperation of all these people.
Vinodkumar.M.Belgall

DECLARATION
I here by declare that work on project entitled
“IMPACT OF POST SALE SERVICE ON CUSTOMER SATISFACTION AT

SHANTESHA MOTORS PVT LTD IN BELGAUM CITY ”
Submitted in partial fulfillment of the requirement for the degree of
Master of Business Administration [MBA]
to Karnataka University, Dharwad.
is my original work and is not submitted to any other degree, diploma,
Fellowship or other similar title or prizes.
The project has been individually carried out as a part of
Major concurrent Project and is meant for academic purpose only.
Date: / / Vinodkumar.M.Belgall
Place: Belgaum

CONTENTS
S NO Subject matter
1 Chapter 1
 Executive Summary
 Introduction
 Literature review
 Statement of the problem
 Scope of study
 Objective of the study
2 Chapter 2
 Organization Profile
Maruti Udyog Limited
SMPL Profile
 Sampling
 Research Design
 Data collection method
 Measuring tools
3 Chapter 3
 Analysis with graphs and charts
 Findings
 Conclusion
 Recommendation
4 Chapter 4
 Appendix
Questionnaire
Master code sheet
Bibliography

CHAPTER-I

EXECUTIVE SUMMARY
It gives me an immense pleasure to present you this entire project. The topic Is “IMPACT
OF POST SALE SERVICE ON CUSTOMER SATISFACTION AT SHANTESHA
MOTORS PVT LTD IN BELGAUM CITY” the study is undergone at shantesha motors
Pvt Ltd.,
The project report focuses on post service, awareness level of SMPL
Service station in Belgaum city. And what all service the customer wanted.
OBJECTIVE OF THE STUDY
1. To find the impact of post sale service on customer satisfaction at shantesha motors
Pvt Ltd.
2. To compare service of SMPL with that of other similar service provider.
3. To suggest and recommend the best alternatives to the management to improve
their sales and service.
4. To know the awareness and their satisfaction level of the customers of Shantesha
Motors.

DATA COLLECTIOL METHOD:
Data collection approach:
The information necessary for this survey is collected by tapping primary and
secondary sources.
Primary sources:
• Questionnaire
• Personal Interaction
Secondary sources:
• Related information from Internet:
• Organization Report

MEASURING TOOLS:
Data are useful only after analysis. Data analysis involves Converting a series
recorded observations into descriptive statements and information about relationship.
Hence concerned to this project method of analysis the data will be
1. Graphical method,
2. Simple percentage method.
3. SPSS Software method.
Findings and suggestions
• Among the all product offered by Maruti Suzuki has a major share of
52% and rest being other product
• As 76% of the respondents get their car serviced form authorized
service station and reaming 24% are still getting there cars serviced form
unauthorized and local garages so the company can look into the matter and
try to gain those 24%.

INTRODUCTION
It gives me an immense pleasure to present you this entire project. The topic Is “IMPACT
OF POST SALE SERVICE ON CUSTOMER SATISFACTION AT SHANTESHA
MOTORS PVT LTD IN BELGAUM CITY” the study is undergone at shantesha motors
Pvt Ltd.,
The project report focuses on post service, awareness level of SMPL
Service station in Belgaum city. And what all service the customer wanted.
THERIOTICAL BACKGROUND OF THE STUDY
Customer satisfaction
Customer satisfaction is the key to success. Getting your customer to tell you
What’s good about your products or services, and where you need improvement Helps you
to ensure that your business measures up to their expectations. The Attached file contains a
customer satisfaction survey form designed to help gather This important information. it was
designed to make it easy for customer to fill out and to make it easy for you to quickly
customize to exactly match your company activities. It also includes suggestion for
distributing the form. Ensuring that customer that will Return the form, and following up on
comments.

Here are a few principles given by Steve smith.
 The goal is to exceed customer expectation.
 The more the employee satisfaction, the more the customer satisfaction.
 Customer satisfaction is necessary, but not sufficient how many times do
 Satisfied customer switch brands? Answer, a lot.
 All initiative must be derived from defined problems. For instance ,
 Dissatisfied customers don’t buy. That’s an example of a clear problem.
 Initiative must produce either measurable or conceptual benefits. Distinguish between
the two benefits types.
 The plan must be clear and congruent.
 The plan must be resonate with the VP and at least a minority of managers who agree
with the objective and initiative.
The following items amplify customer satisfaction given by Steve smith
 Quality of a company’s product and services
 Quality of the relationship between the co agent the customer.

Responsiveness
Thoroughness
Creativity

Management Problem:
Through this project, manager wants to know the post sales service performance
And feedback of the consumers, which help to retain the customer.
Organization wants to know the quality of service providing by SMPL as compare
New entrance of competitors, here whether shantesha motors able to retain the customers or
Their customers are shifting to other service station and what are the necessary action and
Improvement has to be made in the shantesha motors.
Research Problem:
Derived from the management problem the statement of research problem is “ The Impact of
post sale service on customer satisfaction at Shantesha motors pvt ltd”.
OBJECTIVE OF THE STUDY
1. To find the impact of post sale service on customer satisfaction at shantesha motors
Pvt Ltd .
2. To compare service of SMPL with that of other similar service provider.
3. To suggest and recommend the best alternatives to the management to improve their
sales and service.
4. To know the awareness and their satisfaction level of the customers of Shantesha
Motors.

Purpose of the study
The per capita income is increasing and hence consumers are demanding more goods and
service for luxurious life, hence market is growing, demand is increasing and hence
competition there to grab the upcoming opportunities we need to improve in the both
consumer satisfaction and service. This study will help to achieve the objective or the goals
of the organization and service. Hence the study will help to achieve the objectives or
organization to get feedback from customer about the organization image and retain customer
and satisfy the customer needs by providing quality service and this study provides to know
the satisfaction of customers towards post sales services.
Scope of the study

The study will provide solutions to the management by understanding customer feedback and
level of satisfaction, service provided by the management. Through this study management
will know.
 The satisfaction level of the consumers
 The important service desired by consumers at Shantesha motors.
 The scope of the study is restricted up to Belgaum city.

CHAPTER-II

ORGANIZATION PROFILE
MARUTI UDYOG LIMITED
ORGANIZATION OVERVIEW:
Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act of
Parliament, to meet the growing demand of a personal mode of transport caused by the lack
of an efficient public transport system.
Suzuki Motor Company was chosen from se
ven prospective partners worldwide. This was due not only to their undisputed
leadership in small cars but also to their commitment to actively bring to MUL contemporary
technology and Japanese management practices (which had catapulted Japan over USA to
the status of the top auto manufacturing country in the world).
A licence and a Joint Venture agreement was signed between Govt of India and
Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in Oct 1982.
The objectives of MUL then were:
1 Modernization of the Indian Automobile Industry.
2 Production of fuel-efficient vehicles to conserve scarce resources.
3 Production of large number of motor vehicles which was necessary for economic
growth.

ORGANIZATION VISION:
"The Leader in The Indian Automobile Industry, creating Customer Delight
and
Shareholder's Wealth; A pride of India."
OUR CORE VALUES:
1 Customer Obsession
2 Fast, Flexible and First Mover
3 Innovation and Creativity
4 Networking and Partnership
5 Openness and Learning
TECHNOLOGICAL VANTAGE:
We have introduced the superior 16 * 4 Hypertech engines across the entire Maruti
Suzuki range. This new technology harnesses the power of a brainy 16-bit computer
to a fuel
efficient 4-valve engine to create optimum engine delivery. This means every Maruti
Suzuki
owner gets the ideal combination of power and performance from his car.

Our other innovation has been the introduction of Electronic Power Steering (EPS) in
select models. This results in better and greater maneuverability. In other words, our cars
have become even more pleasurable to drive.
PRDUCTIONI R & D:
Spread over a sprawling 297 acres with 3 fully-integrated production facilities, the
Maruti Udyog Plant has already rolled out over 4.3 million vehicles. In fact, on an average,
two vehicles roll out of the factory every minute. And it takes on an average, just 14 hours to
make a car. More importantly, with an incredible range of 11 models available in 50
variants, there's a Maruti Suzuki made here to fit every car-buyer's budget. And dream.
Production Milestones
1 st vehicle produced, December 1983
1,00,000 vehicles produced by August, 1986
5,00,000 vehicles produced by June, 1990
10,00,000 vehicles produced by March, 1994
15,00,000 vehicles produced by April, 1996
20,00,000 vehicles produced by October, 1997
25,00,000 vehicles produced by March, 1999
30,00,000 vehicles produced by June, 2000
35,00,000 vehicles produced by December 2001

MILESTONES:
2007
The Zen Estilo launched in Feb, 2007
Maruti SWIFT (Diesel)
2006
The car of the Year Maruti SWIFT.
2005
The fiftieth lakh car rolls out in April, 2005
Growth in overall sales by 15.8%
2004
New (non AlC) variant of Alto
Alto becomes India's new best selling car
LPG variant of 'Omni Cargo'
Versa 5-seater, a new variant
Baleno LXI, a new variant

Maruti closed the financial year 2003-04 with an annual sale of 472122
units, the highest ever since the company began operations 20 years ago
2003
New Suzuki Grand Vitara XL-7
Redesigned and all-new Zen
New upgraded WagonR
Enters into partnership with State Bank of India
Production of 4 millionth vehicle. Listed on BSE and NSE after a public
issue oversubscribed 10 times
2002
WagonR Pride
Esteem Diesel. All other variants upgraded
Maruti Insurance. Two new subsidiaries started: Maruti Insurance
Distributor Services and Maruti Insurance Brokers Limited
Alto Spin LXi, with electronic power steering
Special edition of Maruti 800, India's first colour-coordinated car
Maruti True value in Mumbai
Maruti Finance in Mumbai with 10 finance companies
Suzuki Motor Corporation (SMC) increases its stake in Maruti to 54.2
Percent
2001
Zen Lxi

Maruti True Value launched in Bangalore and Delhi
Maruti Versa, India's first luxury MPV
Alto Spin LXi, with electronic power steering
Alto Vxi
Customer information centers launched in Hyderabad, Bangalore and
Chennai
Launch of versa
2000
First car company in India to launch a Call Center
New Alto
Altura, a luxury estate car
IDTR (Institute of Driving Training and Research) launched jointly with
the Delhi government to promote safe driving habits.
1999
Maruti 800 EX (796cc, hatchback car)
Zen LX (993cc, hatchback car)
Zen VXi (993cc, hatchback car with power steering)
Omni XL (796cc, MUV, high roof)
Baleno (1600cc, 3 Box Cars)
Wagon R
Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai
as social initiatives

1998
Maruti launches website as part of CRM initiatives
Zen D (1527 cc diesel, hatchback car)
Zen VX & Zen VX Automatic
New (Omni & Omni E) (796cc, MUV)
Launch of website as part of CRM initiatives
1997
1998 Esteem (1299cc, 3 box car) LX, VX and AX
New Maruti 800 (796cc, hatchback Car) Standard and Deluxe
Produced the 2 millionth vehicle since the commencement of production
1996
Gypsy (E) (970cc, 4WD 8 seater)
Omni (E) (796cc, MUV, 8 seater)
Gypsy King (1298cc, 4WD, off road vehicle)
Zen Automatic (993cc, hatchback car)
Esteem 1.3L (1298 cc, 3 box Car) AX
Launch of 24-hour emergency on-road vehicle service
1995
Esteem 1.3L (1298 cc, 3 box car) VX
With the launch of second plant, installed capacity reached 200,000 units
1994

Esteem1.3L (1298cc, 3 box car) LX
Produced the 1 millionth vehicle since the commencement of production
1993
Zen(993cc, hatchback Car), which was later exported in Europe and
elsewhere as the Alto
1992
SMC increases its stake
1991
Reaches cumulative indigenization of 65 percent for all vehicles
produced
1990
Maruti 1000(970cc, 3 box), India's first contemporary sedan
1988
Installed capacity increased to 100,000 units
1987
Exported first lot of 500 cars to Hungary
1986
Maruti 800 ( New Model-796cc, hatchback Car)
Maruti 800 ( New Model-796cc, hatchback Car)
1985
Launch of Maruti Gypsy (970cc, 4 WD off-road vehicle)
1984
Omni, a 796cc MUV
Installed capacity reached 40,000 units
1983
Maruti 800, a 796 cc hatchback, India's first affordable car.

Production was started under JV A
1982
License and JV agreement signed between Maruti Udyog Ltd. and SMC
of Japan
1981
Maruti Udyog Ltd was incorporated under the provisions of the Indian
Companies Act, 1956
AWARDS:
2004
Maruti Suzuki was No.1 in Customer Satisfaction, No.1 in Sales
Satisfaction No.1 in Product Quality (Esteem and Alto) and No.1 in
Product Appeal (Esteem and Wagon R)
No.1 in Total Customer Satisfaction (Maruti 800, Zen and Alto)
Business World ranked us among the country's five most respected
companies
Business World ranked us the country's most respected automobile
company
Voted Manufacturer of the year by CNBC
Voted one of India's Greenest Companies by Business Today-AC
Nielson ORG-MARG
2003
Maruti 800, Maruti Zen and Maruti Esteem make it to the top 10

automotive brands in "Most Trusted Brand survey 2003"
J D Power ranked 3 models of Maruti on top: Wagonr, Zen and Esteem
Maruti 800 and Wagonr top in NFO Total Customer Satisfaction Study
2003.
MUL tops in J D Power CSI (200 1) for 4th time in a row
2001
MUL tops in J D Power CSI (200 1) for 2nd time in a row: another
international first
2000
Maruti bags JD Power CSI – 1st rank; unique achievement by market
leader anywhere in the world
1999
MSM launched as model workshop in India; achieves highest CSI rating.
Central Board of Excise & Customs awards Maruti with "Samman
Patra", for contribution to exchequer and being an ideal tax assessee
1998
CII's Business Excellence A ward
1996
Maruti wins INSSAN award for "Excellence in Suggestion Scheme"

Awarded the Star Trading House status by Ministry of Commerce
1994-95
Engineering Exports Promotion Council's award for export performance
1994
Best Canteen award among Haryana Industries as part of employee
welfare
1992-93
1991-92
SOCIAL WELFARE:
Welfare Camps
Every year we organize blood donation camps along with Red Cross, in which
employees donate blood. Eye check-up camps, family planning related camps and other
health camps are also organized periodically.
Medical support & welfare
The employees of Maruti have always donated generously to people affected by
natural calamities. They contributed Rs. 2 million to rehabilitate earthquake victims in
Latur.

We also run a creche for the children of construction workers, which provides food
shelter and education for 85 children.
Education to underprivileged
DPS Maruti Shiksha Kendra, an education programme for the underprivileged, was
inaugurated at DPS, Maruti Kunj recently. The objective of his project is to educate the
children of below poverty line (BPL) families from the nearby villages of Gurgaon district.
120 students in the age group of 5-8 years have already enrolled. DPS Maruti Kunj is
providing books, writing material and uniforms, refreshment and transport facilities to these
children.
Education Programme for mothers
'Chetna', an education programme for mothers - is an another endeavour to provide
basic education to mothers of the students of DPS Maruti Kunj and surrounding villages.
Majority of students at the school is first generation learners. Therefore, the concept of
starting a movement of learning 'Chetna' for mothers has been promoted. The response has
been encouraging and about 130 mothers are attending it regularly.
ENVIRONMENT CONCERN:
Our environment Policy:

• Prevent pollution.
• Promote energy reduction and use of alternative energy.
• Manage/ reduce those materials that put stress on environment.
• Promote the three R's (Reduce, Reuse, and Recycle).
• Promote "Green" procurement.
• Provide our employees with environmental education to
increase their awareness.
Since the commencement of operations in 1981 we've been committed to the
protection of the environment and conservation of non-renewable .energy sources. Our
proactive approach depends not only upon meeting the expectations of the regulatory
authorities but achieving the high standards that we've set as a responsible corporate citizen.
This philosophy of trying to make a difference to the environment penetrates
through our employees to the process of manufacture and finally into our products.
Pollution Control Camps
Our elaborate system of Free Pollution Check-Up Camps which run at regular
intervals, is designed at making the cars already on the road operate more efficiently. It also
inculcates awareness for environmental protection among the many car users of India.
MPFI
We have introduced Euro II compliant MPFI engines in all our models. Along with
our vendors, we've made investments of over Rs. 60 million for introducing MPFI

technology compliant cars.
CNG
Maruti is a strong advocate of CNG, a more eco-friendly fuel alternative to diesel and
petrol. In our endeavour to provide a cleaner and greener option to the customer, we are in
the process of equipping an extensive dealer network to assist Maruti owners in fitting CNG
kits.
Rain Water Harvesting
To recharge the aquifer, measures were taken to harvest the rain water through soak
pits, recharging shafts and water lagoons. These measures are capable of charging nearly
50% of the average annual rainfall at Maruti, into the Earth.
Post Script
Our social efforts were a key factor in the company being awarded the CII-EXIM
Business Excellence Award in November 1998. Maruti is only the second company to have
won this prestigious award which covers all aspects of a company's operation, and pays
considerable attention to the company's social and environmental efforts.
In recognition of our commitment to environment protection and conservation of
non
renewable energy sources, we were awarded the ISO 14001 Certificate for our Environment
Management Systems at the Gurgaon Plant. The ISO 14001 certification is applicable to all
our manufacturing activities, products and services.

MARUTI CULTURE:
Our employees are our greatest strength and asset. It is this underlying philosophy
that has molded our workforce into a team with common goals and objectives. Our
Employee-

Management relationship is therefore characterized by:
• Participative Management.
• Teamwork & Kaizen.
• Communication and information sharing.
• Open office culture for easy accessibility
To implement this philosophy, we have taken several measures like a flat
organizational structure. There are only three levels of responsibilities ranging from the
Board Of Directors, Division Heads to Department Heads. Other visible features of this
philosophy are an open office, common uniforms (at all levels), and a common canteen for
all. This structure ensures better communication and speedy decision-making processes. It
also creates an environment that builds trust, transparency and a sense of belonging amongst
employees.

COMPANY PROFILE
SHANTESHA MOTORS PRIVATE LIMITED
INTRODUCTION:
SHANTESHA MOTORS PRIVATE LIMITED is an authorized dealer for Maruti
Udyog Ltd, for Marketing, Sales, Maruti Genuine Spares, Maruti Genuine Accessories,
Service and Repairs of Maruti range of vehicles.
HISTORY:
Shantesha Motors commenced operations on 20/5/2000 in Belgaum and is one of the
good authorized dealers for Maruti Udyog Ltd. Today they have turn over of 20 crores,
hence making them one of the Maruti dealer in India.
Shantesha Motors have the excellent network of sales and services center in Belgaum
and they are leading Maruti dealers in north Karnataka. At Belgaum Shantesha showroom is
located near to K.L.E Hospital. The workshop located at Nehru Nagar. carries out after sales
operations, free service, paid service and Running repairs. Besides this the workshop also in
to selling of pre-owned cars and Ranks First for the sale of pre-owned cars in India. The
stockyards situated at attach to showroom carries the pre-delivery inspection of all the
vehicles and gets them ready for the sales. It has paved surface stocking area of about 50 to
100 Maruti vehicles.

Quality Management System:
 Shantesha Motors has a documented and established quality management system to
ensure that
 The documentation structure of Shantesha Motors can be represented in the
following manner.
1. QULITY MANUAL
2. QULITY SYSTEM ROCEDURES
3. WORK INSTRUCTIONS AND HECKLIST
4. FORMS AND CORDS
5. REFERENCE STANDARDS AND EXTERNAL ANNUAL
The quality manual describes the ISO 9001: 2000 standards adapted at
Shantesha Motors.
 The quality management system procedure manual SM/BGM/PM/O 1 contents the
detail of how the processes in the organization are being conducted, control and
recorded and meet the customer demands
 The work instructions and checklist contains how the specified activities are to be
carried out.
 The forms and records support the activities carried out and controlled.
 All the external manuals and standards are controlled.

Management Commitment:
The management of Shantesha is committed to quality management system through
leadership and actions. The management shall provides the basic infrastructure and
continually upgrade the work environment.
The management is also committed to
 The quality policy and quality objective of organization.
 Ensures that the policy is understood, implemented and maintained at all the levels of
the organization
 Ensure focus on the customer requirement throughout the organization.
 Ensure availability of necessary resources.
 Review the established quality management system periodically through the
management reviews.
Customer Focus at Sales:
 The Field executives visit the customers and explain the features of the vehicle to
them
 Demonstration and test drives shall be given whenever required.
 The Performa invoice/price list terms and conditions will be given.

 The order booking forms duly collected from the customer and clarity with regard to
the terms and conditions are explained and the copy id handed over to customer along
with the receipt or payment made.
 Any amendment required by the customer, it should be recorded on the order booking
Forms
 The delivery is insured as per the checklist duly explaining all the features mentioned
In the checklist.
Customer Focus at Service:
a) The customer can book the vehicle for the servicing/repairs
either through the telephone or personally the front office.
b) The detail shall be entered in 'booking register' by the
telephone operator.
c) The list of the vehicles shall be given to front office ~very
morning to accept
the vehicles for servicing for that date.
d) The customer can bring their vehicle for servicing without booking. However such
vehicle shall be accepted only after ensuring that there is enough capacity for the
booked vehicles.
e) On the bases of kilometers run by the vehicle and customer requirement, the
customer shall explained about the type of the servicing/repairs and spare
parts required and to ensure that the service station has the required capacity
to accept the vehicle.

f) Before accepting the vehicle, a mutually acceptable delivery time and date is
fixed with the customer.
g) The customer's consent shall be taken on the estimated cost of the
repair/service of the vehicle.
h) All the details of the work required along with the date and time of the
delivery and the established cost shall be recorded in the job order card before
commencement of the work.
i) Incase of any change in the terms any change in the services, the cost or the
delivery time then the client shall be informed verbally over the phone and
any change shall be recorded in the Job Order Card.
Quality Policy:
 The management of Shantesha Motors shall always remain committed to its
objectives for quality for with the main thrust on meeting the customer expectation
and requirements.
 The management's commitment to quality reflected in its quality policy.
"We at Shantesha pledged to make quality a way of life through commitment to
continual improvement customer satisfaction and adhering to quality management
system"

The management ensure that the policy is understood implemented and maintained at all
levels of the organization and continual improvement in customer satisfaction.
At present our quality objectives are
 We ensure that customer complaints do not exceed 8 per 10,000 vehicles.
 We ensure that repeat job do not exceed 2 %
 We ensure CSI of 90% with minimum of 15% feed back
cards.
 We ensure SSI of 80% at sales with minimum of20% feedback cards.
 We ensure to conduct 3 free emission/service check camps per quarter.
 We ensure to launch I incentive scheme per month.
 We ensure to conduct 4 internal audits and 4 MRM's per financial year of quality
management system.
QUALITY MANAGEMENT SYSTEM PLANNING
The quality plan at Shantesha Motors comprises the identification of the
following.
 The various models of vehicles from Maruti Udyog Ltd sold and serviced at
Shantesha Motors.
 The various types of services done at Shantesha Motors.
 The external manual acquired from Maruti Udyog Ltd to sell and service the
vehicles.

The various models of vehicles from Maruti Udyog Ltd. Sold and serviced
at Shantesha Motors.
 Maruti-800 car
 Maruti omni
 Zen
 Alto
 Wagon-R
 Esteem
 Versa
 Vitara
 SWIFT
 ZEN ESTILO
Maruti Esteem

Maruti Esteem is India's most popular Sedan. Earlier manufactured as the
Maruti 1000, it is now called the Maruti Esteem. The Maruti Esteem with its petrol
variants targets the middle class consumer with car prices between rupees five and six
lakhs.
Maruti SX4
This is a premier Sedan presentation from Maruti's stable in the A3 segment.
This is essentially an inline with competition car to take on the leader in this segment Honda
City. With its accentuated masculine features, Maruti boasts that it is the tallest, widest and
the roomiest car in its segment. The Sx4 with its petrol variants targets the middle class
consumer with car prices between rupees seven and eight lakhs.
Sx4 Vxi (Petrol)
The Sx4 VXi is Maruti's entry level model in the SX4 series with premium features and other
high end features. New cars in this series have a showroom price ranging from around Rs.

6.2 lakhs to around Rs. 7.0 lakhs inclusive of all charges.
Sx4 Zxi (Petrol)
The Sx4 VXi is Maruti's upper scale level model in the SX4 series with top features and
other high end features. New cars in this series have a showroom price ranging from around
Rs. 6.9 lakhs to around Rs. 7.7 lakhs inclusive of all charges.
SX4 Zxi (Leather Option) (Petrol)
The Sx4 ZXi is Maruti's upper scale level model in the SX4 series with top features and other
high end features. Also included are leather furnishings and interior. This variant has a
showroom price of around Rs. 7.25 lakhs and on-road price of around Rs. 8.10 lakhs, which
is inclusive of all charges such as insurance, octroi, RTO, etc
Maruti Gypsy
The Maruti Gypsy is an all terrain Sports Utility
Vehicle (SUV) that is specially designed for Indian conditions. Available in three different
versions, hard top, soft top, and ambulance, it can take on any terrain be it the hills, desert,

snow, or even congested city driving conditions. It is the preferred vehicle of adventure
seeking youth in India. At the same time, it is the standard transportation vehicle of the police
and Indian paramilitary forces. Maruti (SUV) The Gypsy with its petrol variants targets the
middle class consumer with Maruti SUVs between rupees five and six lakhs.
Gypsy King Soft Top (Petrol)
The Gypsy Soft top is the numero uno preference of the adventurous and daring in the
country. New cars in this series have a showroom price ranging from around Rs. 5.0 lakhs to
around Rs. 5.6 lakhs inclusive of all charges.
Gypsy King Hard Top (Petrol)
The Gypsy King Hard Top (Petrol) is a brilliant option for those who love the Gypsy, but feel
it is meant for more serious adventures. New cars in this series have a showroom price
ranging from around Rs. 5.2 lakhs to around Rs. 5.8 lakhs inclusive of all charges.
Maruti Grand Vitara

The Grand Vitara is Maruti's entry into the luxury
SUV segment. This SUV is distinctively designed with imposing front grills to lend a strong
measure of audacity to the imposing forward stance. Additionally the flared wheel arches
take in extra strong tyres to counter any type of terrain. The stronger R16 tyres are a useful
asset during congested city drives. The Grand Vitara with its petrol variants targets the
middle class consumer with Maruti SUVs between rupees fifteen and seventeen lakhs.
Grand Vitara MT (Petrol)
The Grand Vitara MT is the manual transmission option for discerning people with an
attitude for luxury, sport and the adventure. The Grand Vitara MT is now available at a
showroom price of around 13.9 lakhs with an on road price of around 15.5 lakhs including
supplementary statutory charges.
Grand Vitara AT (Petrol)
The Grand Vitara AT is the manual transmission option for discerning people with an
attitude for luxury, sport and the adventure. The Grand Vitara AT is now available at a
showroom price of around 14.9 lakhs with an on road price of around 16.57 lakhs including
supplementary statutory charges.

Maruti Omni
The Omni is a multi utility van for use in business
as well as in the family. The Omni is just right vehicle to use within the city. It offers a
turning radius of just 4.1 m, negotiating this vehicle in tight lanes and congested traffic is an
easy job for the driver. There is a lot of space for nearly every family requirement. It is ideal
for individuals who require travel long distances or take their family members for a holiday.
The Omni with its petrol variants targets the middle class consumer with van car prices
between rupees two and three lakhs.

Omni 5 Seater (Petrol)
The Omni 5 seater is the compact van with a seating capacity of five. It is good for family
use and transporting small groups of people. The Omni 5 seater is now available at a
showroom price of around Rs. 7.5 lakhs with an on road price of around Rs. 8.2 lakhs
including supplementary statutory charges.
Omni 8 Seater (Petrol)
The Omni 8 seater has a seating capacity of 8 people. It is ideal for ferrying a larger number
of people around the city. The Omni 8 seater is now available at a showroom price of around
Rs. 2.28 lakhs with an on road price of around Rs. 2.56 lakhs including supplementary
statutory charges.
Omni 5 Seater (LPG/Petrol)
The Omni 5 seater (LPG/Petrol) offers the convenience of LPG with a reserve petrol capacity
that can be utilized to get to the nearest LPG station in case the van runs out of LPG. New
cars in this series have a showroom price ranging from around Rs.2.4 lakhs to around Rs. 2.7
lakhs inclusive of ancillary charges.

Maruti Versa
The Maruti Versa is Maruti's larger and more
optimum multi utility van with extensive features and specifications. The Maruti Versa with
its petrol variants targets the middle class consumer with prices between rupees four and five
lakhs.
Versa STD (Petrol)
The Versa Standard is the entry level model with standard features and specifications. This
variant has a showroom price of around Rs. 3.7 lakhs and on-road price of around Rs.4.1
lakhs, which is inclusive of all charges such as insurance, octroi, RTO, etc.
Versa Dx (5 Seater) (Petrol)
The Versa DX is the upscale model with improved interiors and specifications. This variant
has a showroom price of around Rs. 4.45 lakhs and on-road price of around Rs.4.95 lakhs,
which is inclusive of all charges such as insurance, octroi, RTO, etc.

Versa Dx (8 Seater) (Petrol)
The Versa Dx 8 Seater version is the larger model with a seating capacity of eight people. It
is the mid range version in the Versa Series with mid range price tag. At the showroom, this
car costs around Rs. 4.45 lakhs with an on-road price of around Rs. 4.96 lakhs. This includes
standard ancillary charges also.
Versa Dx2 (5 Seater) (Petrol)
The Versa DX2 5 Seater version is the larger model with a seating capacity of eight people. It
is the top range version in the Versa Series with top range price tag. At the showroom, this
car costs around Rs. 4.85 lakhs with an on-road price of around Rs. 4.96 lakhs. This includes
standard ancillary charges also.
Versa Dx2 (8 Seater) (Petrol)
The Versa DX2 8 Seater version is the larger model with a seating capacity of eight people. It
is the top range version in the Versa Series with top range price tag. This variant has a
is inclusive of all charges such as insurance, octroi, RTO, etc.

Maruti 800
It is the most compact car available in the Indian
market. It is also dubbed as the people's car after the efforts of erstwhile Prime Minister Rajiv
Gandhi. For many years, it was India's largest selling car. The Maruti 800 with its petrol
variants targets the middle class consumer with Maruti car prices between rupees two and
two lakhs fifty thousand.
800 Non AC (Petrol)
The Maruti is the basic model with standard features and specifications. This variant has a

is inclusive of all charges such as insurance, octroi, RTO, etc.
800 AC (Petrol)
The Maruti (Hatchback) is the basic model with standard features and specifications. Basic
air conditioning is also included. This variant has a showroom price of around Rs. 2.22 lakhs
and on-road price of around Rs. 2.5 lakhs, which is inclusive of all charges such as insurance,
octroi, RTO, etc.
Maruti Alto
The Maruti Alto has overtaken the Maruti 800 as
the most popular car in the Indian Market. The Alto comes with great looks and a superior
feel, yet with the economy and easiness of the Maruti 800. Maruti (Hatchback) The Maruti
Alto with its petrol variants targets the middle class consumer with car prices between rupees
two lakhs fifty thousand and three lakhs fifty thousand.

Alto STD (Petrol)
The Maruti Alto Standard is the basic model with standard features and specifications. New
cars in this series have a showroom price ranging from around Rs. 2.4 lakhs to around Rs. 2.7
lakhs inclusive of all charges.
Alto Lx (Petrol)
The Maruti Alto Standard is the upscale model with improved features and specifications.
The 2.5 G4 (7Seater) Diesel is now available at a showroom price of around Rs. 2.72 lakhs
with an on road price of around Rs. 3.04 lakhs including supplementary statutory charges.
Alto Lxi (Petrol)
The Maruti Alto Standard is the top model with top features and specifications. New cars in
this series have a showroom price ranging from around Rs. 2.91 lakhs to around Rs. 3.25
lakhs inclusive of all charges.
Maruti Zen

The Zen is now called the Zen Estillo, which is
Spanish for style. The new Zen Estillo has a perfect aerodynamic shape and a unique bean
shaped body. The Zen with its petrol variants targets the middle class consumer with prices
between rupees three lakhs and four lakhs.
Zen Estilo Lx (Petrol)
The Zen Estillo LX is the base variant in the Zen Estillo series with standard features and
specifications. At the showroom, this car costs around Rs. 3.25 lakhs with an on-road price of
around Rs. 3.63 lakhs. This includes standard ancillary charges also.
Zen Estilo VXI (Petrol)
The Zen Estillo VXi is the top variant in the Zen Estillo series with top features and
specifications. This variant has a showroom price of around Rs. 4.10 lakhs and on-road price
of around Rs. 4.55 lakhs, which is inclusive of all charges such as insurance, octroi, RTO,
etc.

Maruti Swift
The Maruti Swift is a new kind of low slung, wide
body compact car that is a bit European but a lot more Japanese. Maruti has included a load
of features on the exterior as well as the interior to give this car a sense of flawlessness and
excellence in looks and performance. The Swift has more room and more aesthetic looks
than any other car in the compact segment. The Maruti Swift with its petrol variants targets
the middle class consumer with prices between rupees four lakhs and six lakhs.
Swift Lxi (Petrol)
The Maruti Swift LXi petrol is the base level variant in the Swift petrol series with basic

range price tag. At the showroom, this car costs around Rs. 4.00 lakhs with an on-road price
of around Rs. 4.5 lakhs. This includes standard ancillary charges also.
Swift Vxi (Petrol)
The Maruti Swift VXi petrol is the upper level variant in the Swift petrol series with upper
range price tag. New cars in this series have a showroom price ranging from around Rs. 4.3
lakhs to around Rs. 4.8 lakhs along with other statutory charges.
Swift Ldi (Diesel)
The Maruti Swift LDi petrol is the basic diesel variant in the Swift petrol series with basic
range price tag. At the showroom, this car costs around Rs. 4.75 lakhs with an on-road price
of around Rs. 4.30 lakhs. This includes standard ancillary charges also.
Swift Vdi (Diesel)
The Maruti Swift LDi petrol is the top diesel variant in the Swift petrol series with top range
price tag. New cars have a show room price of around Rs.5, 10,000 and on-road price of
around Rs.5, 65,000. Swift Vdi car prices vary in lakhs upon the car dealer's location.
Swift Zxi (Petrol)
The Maruti Swift ZXi petrol is the top level variant in the Swift petrol series with top range

price tag. This variant has a showroom price of around Rs. 5.10 lakhs and on-road price of
around Rs. 5.65 lakhs, which is inclusive of all charges such as insurance, octroi, RTO, etc.
Swift Vdi (Diesel) (ABS)
The Maruti Swift VDi diesel is the top level variant in the Swift petrol series with top range
price tag and ABS technology. New cars in this series have a showroom price ranging from
around Rs. 4.3 lakhs to around Rs. 4.8 lakhs along with other statutory charges. New cars
have a show room price of around Rs.5, 30,000 and on-road price of around Rs.5, 85,000.
Swift Vdi (ABS) car prices vary with the car dealer's location.
Maruti WagonR

The Wagon R is yet another stunning family car from Maruti's stable. Although it
comes with a boxy van-like look and posterior, the Wagon R has an exterior that makes
every one stand and notice its presence. The curves and lines of the exterior designing add to
the beauty of the vehicle. The Wagon R with its petrol and LPG variants targets the middle
class consumer with prices between rupees four lakhs and five lakhs.
WagonR LX (Petrol)
The Wagon R LX is the basic model in the Wagon R series. New cars in this series have a
showroom price ranging from around Rs. 3.3 lakhs to around Rs. 3.7 lakhs including other
charges such as RTO, insurance, and others.
Wagonr LX Duo (LPG/Petrol)
The WagonR LX Duo offers the combination of (LPG/Petrol) offers the convenience of LPG
with a reserve petrol capacity that can be utilized to get to the nearest LPG station in case the
van runs out of LPG. New cars in this series have a showroom price ranging from around Rs.
3.55 lakhs to around Rs. 3.96 lakhs along with other statutory charges.
WagonR LXI (Petrol)
The Wagon R LX is the upper range model in the Wagon R series with improved features
and specifications. New cars in this series have a showroom price ranging from around Rs.
3.58 lakhs to around Rs. 3.98 lakhs including other charges such as RTO, insurance, and
others.

WagonR VXI ABS (Petrol)
The Wagon R VXI is the top range model in the Wagon R series with enhanced features and
specifications. New cars in this series have a showroom price ranging from around Rs. 4.13
lakhs to around Rs. 4.6 lakhs along with other statutory charges.
WagonR Ax (Petrol)
The Wagon R AX is the top range model in the Wagon R series with enhanced features and
specifications. It comes with automatic transmission. At the showroom, this car costs around
Rs. 4.58 lakhs with an on-road price of around Rs. 5.1 lakhs. This includes standard ancillary
charges also.
With opening up of the economy and re-entry of foreign competitors in the domestic car
market, Maruti cars face a tough challenge and the company is continuously improvising
Maruti car models to maintain its lead.

The various types of servicing done at Shantesha Motors.
 Services-Free service and paid service.
 Running repair.
 Quick service repair.
 Break down service.
The external manuals acquired from Maruti Udyog Ltd. To sell and service the
vehicles.
 Sales policy bulletin
 Marketing circulars
 Service manuals
 Service circulars
 Service bulletin
 Warranty bulletin
 Spares parts price catalogue
 Spares parts price list
 Spare parts procedure manuals
 Spare parts bulletin
 Spare parts circulars

 Maruti service quality standards
 Customer care manual
 Service marketing manual.
Competence, Awareness and Training:
a) Recruitment is done as per MUL norms of education and experience.
b) There exists well-defined system to identify and provide training to all the personnel
procedure No. SM/BGM/PR/12.
c) Induction training and on job training shall be provided
d) All concerned shall be trained on the latest sales/service/spares/bulletins/circulars
from MUL.
e) As per the MUL scheduled training programme Executives/Mechanics/Manager will
be deputed for training.
f) Training records shall maintain.
Identification and Tracebility:
Identification:
1. New vehicle, which has completed pre-delivery inspection, shall be identified as PDI-OK
on the windshield, MUL Invoice and job order card, PDI and stockyard egister.
2. Identification of vehicles at the service workshop shall be through vehicle model,
registration number and unique job order Nos.
3. Inspection and test status of service/repair of vehicles shall be identified through the job
order card.
4. Completed job order card and the stamp of the final inspector shall identify Final OK
vehicles.

5. Identification of spare parts shall be in the form of part Nos., as per Maruti guidelines.
6. Identification of new vehicles is by its colour, model, chassis and engine Nos., MUL
Invoice, stockyard register.
Traceability:
1. Traceability shall be established though vehicle registration No. Job order number and the
date of job order.
2. Tracebility of new vehicle at stockyard is established through chassis and engine No, key
no. And parking slot No.
Monitoring and Measurement:
Customer Satisfaction:
1. Feedback received from the customer on their perception and service experience
customer satisfaction measure (percentage) is generated using software supplied by Maruti
Udyog Ltd.
2. Results of customer satisfaction measure are discussed in the management review
meetings and counter measure for the continual improvement is initiated.
Internal Audit:
There is a well-defined procedure No.: SM/BGM/04 to conduct internal audit and examine
the implementation of Quality Management System.
Monitoring and Measurement of Processes:
1. Pre-sales process is monitored and measured by the number of enquires and the closure
of sales.
2. Sales process is monitored customer personal docket checklist, commitment and delivery,
SSI%.

3. In service, repeat jobs, customer complaints, feedback card %, CSI%, PSF%, final
inspection are monitored.
4. Statistical graphs are used to indicate the measures.
Improvement
Continual Improvement
Shantesha Motors, Belgaum shall continually improve the effectiveness of the Quality
management System through commitment to Quality policy, Quality objectives as well as
use of audit results, management review meeting decisions, analysis of data, corrective and
preventive actions.
Corrective Action:
There is a documented system procedure No. SM/BGM/PR/05 to implement corrective
action on all the non-conformities arising from:
 Customer complaints
 Repeat Jobs
 System Non Compliances
 Post Service Follow Ups
 Post Sales Follow ups
 CSI negative feedback
 SSI negative feedback
 Road test
 Final inspection

 Internal Audit findings
 Supervision by supervisor\ Work Managers
 External Audits.
Preventive Action
There is a documented System Procedure No.SM/BGM/PR/06 to identify potential
Non-Conformities like recurring Non-Conformities determined from Repeat job, Final
Inspection, washing Quality as well as for potential Non-Conformities determined during
MRM, Meetings and Audits and Analysis of Customer Feedback.

ORGANIZATION STRUCTURE OF SHANTESHA MOTORS PVT LTD
Showroom and Stockyard:
Chief Executive Officer
Management Representative
Sr. General Manager (Operations )

G.M.
G.M.(Sales)
(Works)
Sr. Exe
Asst. Mgr Sr. Exe Dy. Mgr Dy. Mgr
(pre-Del) (System) (Mgr
(Mktg) (Sales)
Admn)
Pre-del &
Field Delivery Sr. Exe Sales Dy. Mgr Dy. Mgr
Executives Executive (System) Executive (Sales) (Sales)
Stockyard Asst Asst.

Supervisor
System
Washing Mechanic
Operator


SAMPLING
Selection of Sample:
Sampling allows us to concentrate our attention upon relatively small number of

people and hence devote more energy to ensure that the information collected from
them is accurate.
POPULATION: People from the city of Belgaum.
SAMPLE FRAME: People who posses or own a four-wheeler car.
SAMPLE UNIT: People who posses a four-wheeler car of Maruti Suzuki.
SAMPLING SIZE: 50 Samples.
SAMPLE METHOD: Random sampling method
RESEARCH DESIGN
DEFINITION OF RESEARCH PROBLEM:
2. Management problem classification:
In a meeting with the sales manager and service manager, a search project was
discussed where both the managers wanted to analyze the satisfaction level of
consumer through their service provided by Shantesha Motors Pvt. Ltd. At
Belgaum through this project, managers wants to know the post sales service
performance and feedback of the consumers which will help to retain the
customers.

2. Situation analysis:
The Maruti Udyog Ltd has two types of service stations.
i) Authorized dealer with service station.
ii) Authorized service stations.
Shantesha Motors private Ltd. Comes under the first category i.e., authorized dealer
with service station but before Shantesha Motors there were two service station namely
Achal and Bharat. And also other local service stations.
And now Shantesha Motors wants to know where do they stand in the queue.
3 .Model development:
The study will provide solutions to the problem of the
management.
a) Management will know the satisfaction level of the
consumers.
b) The important services desired by the consumers at
Shantesha.
4. Specification of information required:
a) To know what do the customer feels about the
product.
b) To measure the satisfaction level of customer at the service
station.
c) To know what specific services can be made available to the
Customers.

"Impact of post sale service on customer satisfaction at Shantesha

motors Pvt Ltd in Belgaum City”
DATA COLLECION APPROACH:
secondary sources.
Primary sources:
a)Questionnaire
b)Personal interaction
Secondary sources:
a) Related information from internet:
.
b) Organization Report
MEASURMENT TECHNIQUES:
The measurement technique used for this project is graphical method
SELECTION OF SAMPLE:
Sampling allows us to concentrate our attention upon relatively small number of
people and hence devote more energy to ensure that the information collected from
them accurate.

POPULATION: people from the city of Belgaum.
SAMPLE FRAME: people who posses or own a four-wheeler car.
SAMPLE UNIT: people who posses a four-wheeler car of Maruti Suzuki.
SAMPLING SIZE:50 Samples.
SAMPLE METHOD Random sample method
SELECT THE METHOD OF ANALYSIS:
Hence concerned to this project method of analysis the data will be graphical
method, Simple Percentage method.
ETHICS OF THE RESEARCH:
This will be note that the issues relating to the research will be review that all
the aspects will be certain and ethically sound. The information will b used for
academic purpose as well as the benefit of the organization
DATA COLLECTIOL METHOD:
Data collection approach:
secondary sources.

Primary sources:
• Questionnaire
• Personal Interaction
Secondary sources:
• Related information from Internet:

• Organization Report
MEASURING TOOLS:
Hence concerned to this project method of analysis the data will be
4. Graphical method,
5. Simple percentage method.
6. SPSS Software method.

CHAPTER-III

ANALYSIS AND INTERPRETATION
2) Can you tell us about the experience you had during the delivery of your
own car
Cumulative
Frequency Percent Valid Percent Percent
Valid excellent 21 42.0 42.0 42.0
Good 23 46.0 46.0 88.0
Bad 3 6.0 6.0 94.0
Poor 3 6.0 6.0 100.0
Total 50 100.0 100.0
30
23
20 21
10
Frequency
3 3
0
excellent Good Bad Poor
Interpretation
According to survey I have found 46% of customers have good response with respect to
their experience and 42% of customer opinion towards their experience is excellent.

3) The response of the reception counter at shantesha motors private limited is

excellent.
Cumulative
Valid strongly agree 12 24.0 24.0 24.0
agree 30 60.0 60.0 84.0
neither agree 5 10.0 10.0 94.0
disagree 2 4.0 4.0 98.0
strongly disagree 1 2.0 2.0 100.0
Total 50 100.0 100.0
40
30
30
20
10 12
Frequency
0 2
strongly agree neither agree strongly disagree
agree disagree
Interpretation
Above graph clears that 60% of customers agree that their receptions counter at
shantsha motors. Care fully, 24% of the respondents strongly agree with
it .And remaining customers are not satisfied with their service during
their reception counter at Shantesha.

4) The service shantesha motors private limited is
Cumulative
Valid To costly 18 36.0 36.0 36.0
Cheep 7 14.0 14.0 50.0
Moderate 25 50.0 50.0 100.0
Total 50 100.0 100.0
30
25
20
18
10
7
Frequency
0
To costly Cheep Moderate
Interpretation
According to survey the service Shantesha motors is moderate therefore 50% of

customers have their opinion as moderate towards the service .

5) Required spares are available on time
Cumulative
Valid Yes 37 72.5 74.0 74.0
No 13 25.5 26.0 100.0
Total 50 98.0 100.0
40
37
30
20
13
10
Frequency
0
Yes No
Interpretation
The required spare parts are available on the time therefore research showed 74%
response towards the question.

6) The service personnel response towards the compliant is
Cumulative
Valid Satisfactory 36 70.6 72.0 72.0
Unsatisfactory 14 27.5 28.0 100.0
Total 50 98.0 100.0
40
36
30
20
14
10
Frequency
0
Satisfactory Unsatisfactory
Interpretation
72% of the customers showed satisfactory response towards the service provided with
respect to their complaints.

7) The delivery of the car is done on time
Cumulative
Valid Yes 35 68.6 70.0 70.0
No 15 29.4 30.0 100.0
Total 50 98.0 100.0
40
35
30
20
15
10
Frequency
0
Yes No
Interpretation
The delivery of car is on time as per research therefore 70% of the customers are
satisfied with the service.

8) During the visit the service station all my complaints are listened carefully and
addressed properly.
Cumulative
Valid strongly agree 17 33.3 34.0 34.0
agree 23 45.1 46.0 80.0
neither agree 3 5.9 6.0 86.0
disagree 5 9.8 10.0 96.0
strongly disagree 2 3.9 4.0 100.0
Total 50 98.0 100.0
30
23
20
17
10
Frequency
5
3
2
0
strongly agree neither agree strongly disagree
agree disagree
Interpretation
Above graph clears that 46% of customers agree that their complaints listened
Care fully, 34% of the respondents strongly agree with it .And remaining customers are
not satisfied with their service during their visit at Shantesha.

9) I have availed the service of shantesha motors private limited
Cumulative
Valid Yes 38 73.1 76.0 76.0
No 12 23.1 24.0 100.0
Total 50 96.2 100.0
40
38
30
20
12
10
Frequency
0
Yes No
Interpretation
76% of the customers are availed the service of shantesha motors private limited

10) If yes state the level of satisfaction
Cumulative
Valid completely satisfied 14 26.9 28.0 28.0
satisfied 22 42.3 44.0 72.0
neither satisfied nor
7 13.5 14.0 86.0
dissatisfied
dissatisfied 5 9.6 10.0 96.0
completely dissatisfied 2 3.8 4.0 100.0
Total 50 96.2 100.0
30
22
20
14
10
7
Frequency
2
0
completely satisfied neither satisfied no completely dissatisf
satisfied dissatisfied
Interpretation:
The above graph is explaining about the satisfaction level towards SMPL service, 28%
of the respondents are having the opinion that they are satisfactory level,44% of the
respondents surveyed are having the opinion that they are satisfied,14% of the
respondents surveyed are having the opinion that neither satisfied or nor dissatisfied and
10% of the respondents are having opinion that they are not satisfied. The majority of
the respondents are satisfied with the services and the satisfaction level can be increased
economically.

11) Which other service station are you aware
Cumulative
Valid Achal 23 44.2 46.0 46.0
Bharat 21 40.4 42.0 88.0
Danbro 6 11.5 12.0 100.0
Total 50 96.2 100.0
30
23
20 21
10
Frequency
0
Achal Bharat Danbro
Interpretation
46% of the customers are aware of Achal service station

42% of the customers are aware of Bharat service station
12% of the customer are aware of Danbro service station

14) Which is the most important factor you consider for your service station
Cumulative
Valid Less labour charge 15 28.8 30.0 30.0
Reailable service and
35 67.3 70.0 100.0
good quality service
Total 50 96.2 100.0
40
35
30
20
15
10
Frequency
0
Less labour charge Reailable service an
Interpretation
70% of the customers are considered reliable service and good quality service as most
important factor. And remaining 30% of customer are considered as less labor charges.
The majority of customers showed that on reliable service.

FINDINGS
According to survey I have found 46% of customers have good response with respect to
their experience and 6% of the respondents agree to say that with respect
to poor and other 6% of respondents say that bad to their experience and
42% of customer opinion towards their experience is excellent.
 According to respondents surveyed that 60%of customer have agreed and 24% of
respondents are strongly agreed with reception counter aesthetics and rest 16% not
agreed with counter looks.
 According to survey the service Shantesha motors is moderate. Therefore, 50%

of customers have their opinion as moderate. Towards the service and 36% of the
customer said that Shantesha has costly service as compare to other service providers
 The required spare parts are available on the time therefore; research showed 74%
response came in yes.
 72% of the customers showed satisfactory response towards the service provided
with respect to their complaints.
 The delivery of car is done on time as per research; therefore 70% of the customers
are satisfied with the service.
 20% of respondents of are not satisfied with their service
76% of the customers are availed the service of shantesha motors private limited.
 46% of the customers are aware of Achal service station

42% of the customers are aware of Bharat service station.

 70% of the customers are considering reliable service and good quality service as
most important factor.
SUGGESTIONS:
1. The SMPL has been able to create good image in the minds of customer.
But as the customers are demanding reliable and timely service it is
recommended due importance to these factors.
2. Though the customer response is good about SMPL but there should be
continuous improvement in the customer care and follow up services, this
factor should treated as a journey not a destiny.
3. According to the respondents surveyed I found that most of the respondents
get their car service from the authorized service stations and few of
respondents are still unaware of Shantesha motors pvt ltd so the company
should concentrate on this customers with respect to there genuine service
providing to its customers.
4. As 76% of the respondents get their car serviced form authorized service
station and reaming 24% are still getting there cars serviced form
unauthorized and local garages so the company can look into the matter and
try to gain those 24%.

CONCLUSION
The shantesha motors Pvt Ltd is one of the most prompt service center in Belgaum city
and it should give more effective post sale service to its customers through adopting
various new strategies and developments in organization. The organization should
search for the opportunities to grow in competitive world.
Most of the respondents are satisfied with the Shantesha Motors Pvt Ltd. Nearly
76% of the respondents are aware about the service station at Shantesha Motors Pvt Ltd.
Reliable service and service in time are the two major parameters in demand The sale of
Maruti Alto is maximum compared to other products. Most of the respondents are
satisfied with Maruti Suzuki products.

CHAPTER-IV

QUESTIONNAIRE
Dear sir/madam,
I am pleased to introduce myself as a MBA student of PES&T’s Belgaum institute of

management studies, Belagum. As part of our curriculum I have undertaken project to
determine “impact of post sale service on customer satisfaction at Shantesha motors
private limited (SMPL), Belgaum. I assure you that valuable information provided by
you will be of great help to me and will be used for academic purpose
1. Name and address
Contact number __________________________________
2. Can you tell us about thee experience you had during the delivery of your
new car
a. Excellent b. good c. Bad d. Poor
3. The response of the receptions counter at SMPL is excellent.
a. Strongly agree b. Agree
c. Neither agree d. Disagree
e. Strongly disagree
4.The service SMPL is
a. To costly b. Chief c. Moderate
5. Required spares are available on time
a. Yes b. No
6.The service personnel’s response towards the complaints is
a. Satisfactory b. Unsatisfactory
7.The delivery of the car in done is on time
a. Yes b. No

8. During the visit the service station all my complaints are listened care fully and
addressed properly
a. Strongly agree b. Agree c. Neither agree
d. Disagree e. Strongly disagree
9. I have availed the service of SMPL
a. Yes b. No
10. If yes state the level of satisfaction
a. Completely satisfied b. satisfied

c. Neither satisfied nor dissatisfied d.Dissatisfied
e. Incompletely dissatisfied
11.Which other service station are you aware
a.Achal. b.Bharat c. Danbro
12.Whre do you get serviced other than Shantesha motors service station
__________________________________________________
__________________________________________________________
___________________________________________________________
13.What is major difference between the service of Shantesha motors and other service
station where you get your car serviced .
_____________________________________________________________
_________________________________________________________________
___________________________________________________________________
14.Which is the most important factor you consider for your service station
a. Less labor charge b. Reliable service and good quality service
If other specify __________________________________________
15.Your suggestion to improve our service ?
__________________________________________________________
___________________________________________________________

BIBLOGRAPHY:
REFERANCE BOOKS
Marketing research Tull and Hawkins
Marketing Management Philip Kotler
INTERNET WEBSITES:
www.google.com;
WWW.MARUTIUDYOG.COM

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SHANTESHA MOTORS PVT. LTD.

People’s Education Society and Trust’s

“IMPACT OF POST SALE SERVICE ON CUSTOMER SATISFACTION AT

A Report Submitted in Partial Fulfillment of

Belgaum Institute of Management Studies (MBA)

Institute Guide: Company

Belgaum Institute of Management Studies (MBA)

People’s Education Society and Trust’s

Examination No. MBA08006085 of MBA IV Semester has

successfully completed his Major concurrent Project 2009-2010

for the months from Jan 4th to April 30th ,2010.

Project Guide Director

Belgaum Institute of Management Studies (MBA)

contribution in shaping this study.

project, even though anonymously.

I extend my thanks to our Director, Dr. Anilkumar.Garag, and Mr.Prasanna.V.Kulkarni

(Finance Faculty) and Prasannakumar.Ganji and Shankar.N.Patil for providing me an

the cooperation of all these people.

Belgaum Institute of Management Studies (MBA)

“IMPACT OF POST SALE SERVICE ON CUSTOMER SATISFACTION AT

Submitted in partial fulfillment of the requirement for the degree of

Master of Business Administration [MBA]

to Karnataka University, Dharwad.

is my original work and is not submitted to any other degree, diploma,

Fellowship or other similar title or prizes.

The project has been individually carried out as a part of

Major concurrent Project and is meant for academic purpose only.

Belgaum Institute of Management Studies (MBA)

Belgaum Institute of Management Studies (MBA)

Belgaum Institute of Management Studies (MBA)

OF POST SALE SERVICE ON CUSTOMER SATISFACTION AT SHANTESHA

The project report focuses on post service, awareness level of SMPL

OBJECTIVE OF THE STUDY

2. To compare service of SMPL with that of other similar service provider.

3. To suggest and recommend the best alternatives to the management to improve

their sales and service.

Belgaum Institute of Management Studies (MBA)

DATA COLLECTIOL METHOD:

Data collection approach:

• Related information from Internet:

Belgaum Institute of Management Studies (MBA)

recorded observations into descriptive statements and information about relationship.

Hence concerned to this project method of analysis the data will be

2. Simple percentage method.

3. SPSS Software method.

Findings and suggestions

52% and rest being other product

• As 76% of the respondents get their car serviced form authorized

try to gain those 24%.

Belgaum Institute of Management Studies (MBA)

OF POST SALE SERVICE ON CUSTOMER SATISFACTION AT SHANTESHA

The project report focuses on post service, awareness level of SMPL

THERIOTICAL BACKGROUND OF THE STUDY

Belgaum Institute of Management Studies (MBA)

Here are a few principles given by Steve smith.

 The goal is to exceed customer expectation.

 Customer satisfaction is necessary, but not sufficient how many times do

 Satisfied customer switch brands? Answer, a lot.

 All initiative must be derived from defined problems. For instance ,

 Dissatisfied customers don’t buy. That’s an example of a clear problem.

 Initiative must produce either measurable or conceptual benefits. Distinguish between

the two benefits types.