A PROJECT REPORT ON “STUDY OF AFTER SALES SERVICES” UNDERTAKEN AT EMPIRE MOTORS PRIVATE LIMITED. (NAVSARI)

Submitted By: PRAFFUL R VADNARE ID: 06MBA60 Guided By: JITESH PARMAR MBA PROGRAMME (Year 2006-08) SHRIMAD RAJCHANDRA INSTITUTE OF MANAGEMENT AND COMPUTER APPLICATION

SHRIMAD RAJCHANDRA INSTITUTE OF MANAGEMENT AND COMPUTER APPLICATION.

COLLEGE CERTIFICATE
This is to certify that the summer project report entitled “Study of after sales services” at Empire motors Pvt. Ltd., Navsari has been carried out by Prafful R. Vadnere (06 MBA 60) towards the partial fulfillment of the requirement for the degree of Master of Business Administration has been found satisfactory during academic year 2006-07.

[Mr. Jitesh Parmar] Faculty Guide Date: Place: Gopal Vidyanagar.

[Dr. Bankim Patel] Director

DECLARATION
I the undersign Mr. Prafful Ravindra Vadnere declare that this summer project report entitled “Study of after sales services at Empire motors Pvt. Ltd., Navsari” is the result of my own work for the fulfillment of the award of degree of Master of Business Administration and has not been previously submitted to any other University or Institute for any other examination and any other purpose by any other person. I further declare that the personal data and information received from any respondent during survey has not been shared with any one and is used for academic purpose only.

Date:

Mr. Prafful R. Vadnere (06 MBA 60)

ACKNOWLEDGEMENT
Achieving anything isn‟t impossible but difficult without the help of other. Each and every person needs someone who can help him to move on a right track towards their goal and give them proper guideline to get successful in him/her life by achieving their goals. None other than our teacher does this from several years. They are who taught us from the very beginning how to tackle different situation. It is because of their help that I was able to do my project work. First of all I would like to express my deeps serve of gratitude to the teacher and my primary project guide Mrs. Richa Agarwal, because without his help I could not have done my work in academically proper manner. He was always there to provide me with all kind of help I needed in doing my project. His intelligence and knowledge in marketing field was really a great help for me in my project I would like to thank Bankim Patel, Director, Shrimad Rajchandra Institute Dr. of

Management & Computer Application [SRIMCA] Tarsadi for making available all facilities in fulfilling the requirement for the research work.

I would like to thank Mr. Samar Dalal Mistry, Branch manager of Empire Motors for allowing me to undergo training in Empire motors. Mr. Ketan Desai Service Advisor of the Empire Motors who provide me and explain me about the important things related to the after sales services of Empire motors for Chevrolet cars. I would also like to thank all the person of staff who helps me at whenever I went to them for their

help. I would like to thank all my friends who directly or indirectly help me by showing his or her interest in conducting my project. I am thankful to all the respondents for their co-operation and kind behavior for my project as without their willingness and supports, my project would have not been completed and also thank all of them spearing valuable time for giving response. I would also like to thank my parents and other family member for their hard support by encouraging me in the preparation and completion of this project.

Hats-off To All the Respondents!!!

EXECUTIVE SUMMARY

PURPOSE There has been dramatic modification in transportation industry people use different types of two wheelers & four wheelers for their different preferences like safety, speed, reliability, average, outlook etc. Companies are now faced with an increasing number of tactical options that must be efficiently and effectively applied to an increasing number of product variations for the other company. Companies can outperform competition only if they can go about winning customer by meeting & satisfying customer needs. So, customer‟s satisfaction after sales & before sales is become important for any particular four-wheeler company. This research completely highlight on customer satisfaction in term of after sales service offered by Empire Motors Pvt. Ltd. Navsari as it is essential for every company to check practically that customers are whether satisfied or not with workshop services. Typically the underlying message of this after sales service is to suggest that using the after sales service will help to raise customer‟s satisfaction & also repeat sales of Empire Motors Navsari. DESIGN / METHODOLOGY / APPROACH This is carried out using quantitative survey of 130 respondents in Navsari region. Respondent who come for service of his or her cars 2nd time every 3rd customer was contacted to fill up the questionnaire.

VALIDITY Since, probability sampling is not used the result cannot be generalized to the population of Navsari. The findings of this study can be summed up as below:   for delivery.      63.8 % of respondent‟s problems resolved at first time only. 10.8 % of respondent say different problems develop while 70.8 % of respondents are not satisfied with Empire Motors There In is an association work, between occupation improve & 90 % of respondents service their vehicle at certain kms. 88.46 % of respondents get their vehicle by time promised

service vehicle. due to expensive service charges. dissatisfactions with empire motors. delivery, paper commitment, ness, mechanics, commitment, over all experience, recommend, next car, brand customer are near to agree.  In facilities and solution provide by a empire motors customer are neutral. The recommendation of this study can be summed up as below:  Empire Motors should increase the number of incentives provide to the customer i.e. discount to overcome expensive service charges.  Satisfied customer will continue to purchase again in the future but dissatisfied will stop purchasing from Empire Motors & are

likely to spreads the word among friends. So Empire motors must work to satisfy the customer who have not visit an empire motors service center after competition of free services.  Before introduce any new facilities in after sales service Empire Motors should meet existing customer & ask for their opinions.  Empire motors even think about to run award programs to recognize the best performing & outstanding employees.  Empire Motors have to think carefully on its labors charges price cut off will enable a huge market share & it will force the customer‟s to switch off to other service provider.

Make your customer The center of your culture!!!
PHILIP KOTLER

TABLE OF CONTENTS
Sr. No.
1.0 Introduction 1.1 1.2 1.3 2.0 Industry profile Company profile Literature Review

Topic

Page No.

Research Methodology 2.1 Objectives 2.2 Process

2.3 Limitation Of Research 3.0 4.0 Data Analysis & Interpretation Finding & Conclusion Recommendations Marketing Implication Bibliography Appendix

MARKETING MANTRA
……………. FOR THE ECONOMY!

“It is no longer enough to satisfy customers. You must delight them”

*Courtesy: Philip Kotler, Marketing Management (11th Edition) page no. 58 Pearson Education, New Delhi.

CHAPTER 1: INTRODUCATION
1.1 Industry profile.
AUTOMOBILE INDUSTRY In India there are 100 people per vehicle, while this figure is 82 in China. It is expected that Indian automobile industry will achieve mass motorization status by 2014.

Industry Overview
Since the first car rolled out on the streets of Mumbai (then Bombay) in 1898, the Automobile Industry of India has come a long way. During its early stages the auto industry was overlooked by the then Government and the policies were also not favorable. The liberalization policy and various tax relief by the Govt. of India in recent years has made remarkable impacts on Indian Automobile Industry. Indian auto industry, which is currently growing at the pace of around 18 % per annum, has become a hot destination for global auto players like Volvo, General Motors and Ford. A well-developed transportation system plays a key role in the development of an economy, and India is no exception to it. With the growth of transportation system the Automotive Industry of India is also growing at rapid speed, occupying an important place on the 'canvas' of Indian economy. Today Indian automotive industry is fully capable of producing various kinds of vehicles and can be divided into 03 broad categories: Cars, two-wheelers and heavy vehicles.

Some fact of Indian automobile industry
The first automobile in India rolled in 1897 in Bombay. India is being recognized as potential emerging auto market. Foreign players are adding to their investments in Indian auto industry. Within two-wheelers, motorcycles contribute 80% of the segment size. Unlike the USA, the Indian passenger vehicle market is dominated by cars (79%). Tata Motors dominates over 60% of the Indian commercial vehicle market. India is the largest three-wheeler market in the world. India is the largest two-wheeler manufacturer in the world. India is the second largest tractor manufacturer in the world. India is the fifth largest commercial vehicle manufacturer in the world. The number one global motorcycle manufacturer is in India. India is the fourth largest car market in Asia - recently crossed the 1 million mark.

Miscellaneous
Hyderabad, the Hi-Tech City, is going to come up with the first automobile mall of the country by the second half of 2008. City-based Prajay Engineers Syndicate in area of more than 35 acres would set it

up. This 'Auto polis' would have facilities for automobile financing institutions and insurance services to create a complete range of services required for both auto companies and customers. It will also have a multi-purpose convention centre for auto fairs and product launches. PRODUCTION IN INDIA. CAR PRODUCTION TREND Category Passenger Cars Utility Vehicles MPVs Grand Total 200102 500301 105667 63751 669719 200203 557410 114479 51441 723330 200304 782562 146325 60673 989560 2004-05 960487 182018 67371 1209876 2005-06 1045881 196371 66661 1308913

INDIAN AUTOMOBILE INDUSTRY GROWTH The passenger car and motorcycle segment in Indian auto Industry is growing by 8-9 per cent. Facts & Figures India, in auto sector, is turning to be a sourcing base for the global auto majors. The passenger car and the motorcycle segment is set to grow by 8-9 per cent in coming couple of years, says the ICRA report. The industry is likely to maintain the growth momentum picked up in 2002-03. The ICRA's analysis points on the auto sector that the passenger car market in the country was inching towards cars with higher displacements. The sports-utility-vehicle (SUV) that was getting

crowded everyday, would witness intense competition as many SUVs had been Honda, competitively Suzuki, General priced, Motors and the report the said. global Hyundai,

automakers had already launched their premium SUVs in the market to broaden their portfolio and create product excitement in the segment estimated at about 10,000 units annually. The commercial vehicles are likely to grow at a CAGR of 5.2 per cent. Heavy commercial vehicles market would rise at 5.5 per cent and sales of light buses and trucks would achieve 4.7 per cent growth. For the tractors, the report predicts a growth at 4.6 per cent.

Indian Auto Market Growth for the year 2005-06 The domestic automobile industry sales grew 12.8 per cent at 89, 10,224 units as against 78, 97,629 units in 2004-05. The automotive industry crossed a landmark with total vehicle production of 10 million units. According units in 2004-05. The growth of domestic passenger car market was 7.5 per cent Car exports stood at 1, 70,193 units against 1, 60,670 units in 2004-05. The two-wheeler segment, the market grew by 13.6 per cent with 70, 56,317 units against 62, 09,765 units in 2004-05. Motorcycles had the upward march, 17.1 per cent in domestic market touching 58, 15,417 units against 49, 64,753 units in 2004-05. Scooter segment grew by 1.5 per cent, fall at 9, 08,159 units against 9, 22,428 units in 2004-05. to the Society of Indian Automobile Manufacturers (SIAM), car sales was 8, 82,094 units against 8, 20,179

Commercial vehicles segment grew at 10.1 per cent with 3, 50,683 units against 3, 18,430 units in 2004-05. Medium and heavy commercial vehicles managed a growth of 4.5 per cent against 23 per cent growth in the year ended March 31, 2005. Light commercial vehicles sales growth was 19.4 per cent at 1, 43,237 units against 1, 19,924 units in 2004-05. Three-wheelers sales rose by 17 per cent at 3, 60,187 units against 3, 07,862 units in 2004-05. Auto Component Market The Indian auto parts industry is significantly fragmented with a large number of players having a turnover of less than US$10 million per year. The industry directly employs about 2, 50,000 people and have an annual turnover over US$ 56.3 billion. Estimated market size - US$ 6.7 bn Estimated market size by 2012 - US$ 17 bn Projected CAGR - 15% Market Advantage Fast paced urbanizations to rise from 28% to 40% by 2020. Upward migration of household income levels. Middle class expanding by 30-40 million every year. Growing working population.

1.2 Company profile
Chevrolet Motor Division

Type Founde d Headqu arters Industr y Product s Parent

Division of General Motors 1911 Detroit, Michigan, USA, United States Automobile

Cars and trucks General Motors The Let's Feeling is Different (World) (Canada) America) (Germany) (Europe)

An American Revolution (United States) Go/Allons-Y Contigo großes a Big (Hispanic Plus Plus Siempre con Vos (Argentina and Uruguay) Siempre Mein Its

Slogan

Conte Comigo (Brazil) Website www.chevrolet.com/worldwide

Chevrolet is a brand of automobile, produced by General Motors (GM). It is the top selling GM marque and the best known

brand of GM worldwide, with "Chevrolet" or "Chevy" being at times synonymous with GM. Chevrolet offers over 20 vehicles(many of the same chassis with different body panels) and many different enhanced versions in its home market. The brand's vehicles range from subcompact cars to medium duty commercial trucks. Its number one sellers in the United States include the Silverado pickup, which is the second best-selling vehicle in the United States (after the Ford F-150) and the Impala, which is the number one selling car with a domestic nameplate in the United States History North American history Chevrolet was co-founded by Louis Chevrolet and William C. Durant. Louis Chevrolet was a race-car driver, born on December 25, 1878, in La Chaux de Fonds, Switzerland. William Durant, founder of General Motors, had been forced out of GM in 1910 and wanted to use Louis Chevrolet's designs to rebuild his own reputation as a force in the automobile industry. As head of Buick Motor Company, prior to founding GM, Durant had hired Chevrolet to drive Buicks in promotional races. Chevrolet first used its "bowtie"logo in 1913. This logo is said to have been designed from wallpaper Durant once saw in a French hotel. Another theory of the design of the mark is from the Swiss cross, because Louis Chevrolet was from Switzerland. In 1915, Durant made a trip to Toronto, Ontario to determine the possibility of setting up production facilities in Canada. After meeting with "Colonel Sam" McLaughlin, whose McLaughlin Motor Car

Company manufactured the McLaughlin-Buick, it was agreed that the Chevrolet Motor Car Company of Canada, operated by McLaughlin, would be created to build Chevrolet cars in Canada. Three years later, the two Canadian companies were purchased by GM to become General Motors of Canada Ltd. By 1916 Chevrolet was profitable enough to allow Durant to buy a majority of shares in GM. After the deal was completed in 1917, Durant was president of General Motors, and Chevrolet was merged into GM, becoming a separate division. In the 1918 model year Chevrolet introduced the Model D V-8 series 4-passenger roadster and 5 passenger touring. These cars had 288ci, 35 hp (26 kW) engines with Zenith carburetors and 3 speed transmissions. India Chevrolet is among the newest brands in India launched by GM's Indian operations. Until June 6, 2003 (the official birthday of Chevrolet), GM India (which was originally a joint venture with Hindustan Motors) sold the Opel Corsa, Opel Astra, and the Opel Vectra. The Corsa and Astra were built at a plant in Halol, Gujarat. Since then, Chevrolet currently sells the Chevrolet Optra, Chevrolet Aveo, Chevrolet Tavera, Chevrolet SRV , Chevrolet Spark and Chevrolet Aveo U-VA. The Chevrolet Forester, a rebadged Subaru, was imported directly from Fuji Heavy Industries in Japan until 2005. The Optra and Tavera are built at the Halol plant. Chevrolet also is the sole Engine supplier for the Formula Rolon single seater series in India. Chevrolet car in India.

Chevrolet Its king like entry happened in India in 1928 with its National Series AB touring. Reliability of this car was proved by its 171 cubic inches, 24.7hp four cylinder engines. General Motors, parent company of Chevrolet, was the first in setting up assembly plant in India. First office of Chevrolet was located at Mumbai and its assembly plant was in Sewer. MODELS OF CHEVROLET CARS MODEL Chevrolet-Aveo Aveo 1.4 E Aveo 1.4 Aveo 1.4 LS Aveo 1.6 LT Chevrolet Optra 1.6 Elite 1.6 LS Elite 1.6 LT Royale 1.8 LT 1.8 LT AT Chevrolet Tavera Tavera B1 Tavera B2 SUV Premium TYPE Mid Size Cars

Chevrolet Tavera Neo Neo LS-B3 Neo SS-D1 Chevrolet Aveo U-va Aveo U-VA 1.2 Aveo U-VA 1.2 LS Aveo U-VA 1.2 LT Chevrolet Spark Spark 1.0 E Spark 1.0 Spark 1.0 LS Spark 1.0 LT Chevrolet Optra Magnum Chevrolet Magnum 2.0 MAX TCDi Chevrolet Magnum 2.0 LS TCDi Chevrolet Magnum 2.0 LT TCDi Chevrolet SRV Chevrolet SRV 1.6 Chevrolet SRV 1.6 with Option Pack Optra Optra Optra

SUV

Mid Size Cars

Mid Size Cars

Premium

SUV

Chevrolet Captiva

SUV

1.3 LITERATURE REVIEW
Meaning & Definition: The long term relation ship cannot automatically be assumed due to the initial sale they are never static often after a first purchase, the customer doesn‟t seem to have immediate additional; buying potential. Unsuccessful salespeople simply play a waiting game „maintaining‟ good relationship while passively waiting until circumstance change. Successful salespeople, on the other hand, take an active and dynamic approach by using their initial successful sale to penetrate or „develop‟ the customer account. They look for more areas within the account where their product/service may offer a solution. “After sale service is intended to build long term relationship with customers to ensure repeat business & referral.” Strategies that successful people develop for repeat sales from after sales service:

1.

New opportunities.

Successful salespeople not only maintain their existing customer accounts, they actively look for new opportunities to penetrate within these accounts. Their objective is not “to protect” but “to project” or to sell”. By having an objective

of “developing” during the course of “maintaining” their existing customers, successful salespeople not only will protect the account but also will obtain more sales from the account.

2. Document the good News.
Salespeople can make “Reminder Sales Call.” Most of the time, the salesperson is in contact with the customer when things are going wrong. A better strategy is to remind the customer of the benefits that have come from the sales that stay in contact with customer when thing are going right. Remember that customer keep a file on correspondence with the selling company. Imagine what a file would look like to a new decision maker at the customer company reading a file full of bad news shouldn‟t the good news be recorded. Good news such as other satisfied customer can be forwarded “FYI” [for your interest] to your existing customer. Additionally, the salesperson can write to the customer outlining the positive and assistance. When it‟s time for repurchase, the seeing company is in a stronger position.

3.

Educate

the

Customer

on

New

Development.
Salespeople can make “Informative Sales Call.” Related to “developing the customer account” the salesperson informs the customer of new product/ service and changes within the industry or selling company. The long-term relationship between the customer and seller is further

strengthened in this open sharing of information that affects both customer and seller.

4. Generate Referrals.
Salespeople can make “Lead-Generations sales Calls.” Ironically, the more that the salesperson has satisfied the customer‟s needs, the less there is a need for an immediate repeat business from the existing customer. As mentioned above, the customer account can be further penetrated and also can be a source of referrals both internal and external customer. Satisfied customers are often delighted to help the salesperson. They can give contacts and introductions. Remember that the “Motivation dip” occurs during the second stage “Learning Stage” of the implementation step, so referrals must be obtained early in the “Novelty Stage” or late in the “Effectiveness Stage.”

5. Rethink the Understanding of Customer Needs.
Salespeople can make “Needs Assessment Sales Calls.” Customer needs changes. The salesperson should make periodic calls on the customer to reassess then understanding of the customer‟s needs. Remember that competitors are attempting to or are regularly assessing your customer‟s needs. They can take your existing as neglected. After all, didn‟t the salesperson also obtain or take this existing customer from someone else.

6. Influence Future Decision Criteria.
Salespeople can make “Decisions Criteria Sales Calls.” Salespeople can help educate or refine the process by which the customer makes decision. Perhaps the customer‟s level of sophistication is relatively low. Here the salesperson cans facilities the customer‟s learning of methodologies that help decide on optimal product/service solutions. If the customer is sophisticated, the salesperson can openly discuss decision criteria. This may be information gleamed that is useful to the salesperson and/or serve as a „sounding-board‟ and idea refinement for the customer. In all cases, the customer will see salesperson as a consultant and partner in the relationships. This bond should to a stronger long-term relationship and increased repeat business, referrals and customer account development.

*Courtesy: 1. Richard, Alps & Alexander Industrial Marketing 2. Thomas, David & Kish Strategic Mgt. & business Policy 3. Thompson Strategic Mgt. Concepts & cases.

2.1 Process:Problem identification

↓ Choice of research design ↓ Data collection ↓ Data analysis & inspection ↓ Research report preparation

Problem identification:The first & the foremost stage of the research process are to identify the research problem. In a very real sense problem identification is the “heart” of the research process. It is said that “A problem well defined is half solved”, as poorly defined problem will not yield useful result. The problem must give the maximum outcome from the research work. The time has gone when seller only concentrate on the selling of the goods & not even following their customers about the liking & disliking about product purchased. Now, the time has changed. The customers are can‟t as the controlling function & marketing as the integrative function. Apart from that importance of After Sales Service has increased, as consumer would come to you for a free service & not for a paid service as outside a showroom a customer would get service and parts at a low cost. Maruti Suzuki is not spaced out from all, which

is dealing car wheeler industry. So, I have identified the research problem as following. “To know the after sales services provide by an DHRU Motors Surat.”

Objectives of the project:This project is designed mainly to identify & evaluate the customer‟s response towards after sales services provided by Empire Motors Pvt. Ltd. Navsari.

Primary objective: o To measure a customer satisfaction with after sales service To find out customer expectations regarding after sales To device board guideline that can be used by Empire Motors

that is provided by Empire Motors Pvt. Ltd., Navsari. o o service at Empire motors Pvt. Ltd., Navsari. Pvt. Ltd., Navsari While planning about the after service campaign.

Secondary objectives: o To To find know at the new horizons of customer of various relationship customers

management. o o future intentions regarding purchase from Empire Motors Pvt. Ltd., Navsari. To know the reason for dissatisfaction with after sales To know whether existing buyer would advice their friends & service of Empire Motors Pvt. Ltd., Navsari. o relative to buy Chevrolet cars.

o

To know whether after sales service help in building the

image of “Chevrolet” company

Choice of research design: A research design specifies the method & procedure for conducting the particular study. I have selected research design used in this project work is descriptive in nature. In descriptive I have selected Gross Sectional design.

Sampling type: My research is based on the “Non – probability sampling”. In non – probability sampling I have used convenience & Judgment sampling has been used because of time and cost constraints.

Sampling unit: It means, “Who is to be surveyed?” The sampling unit consists of people who come for service of their cars 2nd time every 3rd customers.

Sampling frame: A list of elements, which the sample may be drawn. Customer who came for their car to be service at Empire motors Pvt. Ltd., Navsari.

Sampling size: I have selected sample survey of 130 respondents those who come for a service of there cars at empire motors, Navsari.

Field area:My field area is within Navsari region.

Duration:Duration of my project is of 8 weeks. [1st Jan. to 29th Feb.2008]

Data collection: Data collection work are done by two ways 1. Primary data The Questionnaire is the medium of communication between the investigator and the respondent the success of the investigation depends upon the framing of the questions in an appropriate order. So it requires at most care in designing the Questionnaire. In addition it requires skills, efficiency, experience and wisdom. Primary interview method. 2. Secondary data These are the data, which are already exist and these data are gathered for any other purpose but such data are also helpful to the present study. data are collected through questionnaire by

Secondary data are collected from books, Internet & newspaper. Data collection method: I have selected survey method for collection of information. I have use Questionnaire as my research instrument. Pilot testing: It is necessary to check Questionnaire before actual research is done. In this case, pilot testing was done of 3 respondents & based on feedback questionnaire was fine-tuned.

Data analysis & inspection: For have been used. One sample t – test is the statistical test which is used to test the different between sample static & hypothesized population parameter. It is used when the type of data are interval in nature. Cross tabulation & chi square test, which provide the method for testing the association between the dependent, & independent variables. I have used SPSS software for doing all kind of statistical tests. determining descriptive characteristics percentage

method & grasp have been used for nominal scale data further for t – test

Research report preparation:-

Once the data have been tabulated, interpreted & analyzed the next step is to prepare a report & give a recommendation.

2.3 LIMITATION OF RESEARCH
“Every coin has two sides as so every activity has limitations.” Some of the man limitations that I have found in my project and research work are as follows.”  Since the duration of project is short, there may be a chance of same information left.  All the information for doing the project is collected from consumer of specific region finding is limited to Navsari only.  Responses to the questionnaire as per respondent understanding, which may differ from respondent to respondent.  Due to the limitation of cost the question design can have limitation regarding the question and their options.  Due to cost limitation the sample size of 130 surveys only could be collected which is small in size.  The analysis and conclusion used is as per my knowledge of the concerned subject.  In changing environment the recommendation given in the project may be out dated as year passed.  Probability sampling was not used due to time and cost constantly and therefore the result cannot be generalized to the population.  Interview and interviewee bias may be there which may distort the findings.  Conclusion made be highly debatable.

To Err Is Human, To Forgive Is Divine!!!

CHAPTER 3: DATA ANALYSIS & INTERPRETATION
DEMOGRAPHIC PROFILE: Age group (in years)
INFERENCE: Out of 130 customers interviewed, it is found that 7.7 % customers are of a age 18-27, 46.2 % people are of a age 28-37, 25.4% of customers are of 38-47 years and 20.8 % customers are more than 47 years of age. So we can say that majority of customer who come for service at Empire Motors, Navsari are of age between 28 to 37 years as majority of a cars come for a service are own by a travel agency business.

Education Status
INFERENCE: Out of 130 customers interviewed, it is found that 59.9% % customers are Under Graduate, 30% customers are Graduate, and 10.8% customers are Postgraduate. So we can say that majority of customers who come for a service at Empire Motors, Navsari belong to under graduate as a majority of a customers interview are belong to a travel agency business.

Occupation
INFERENCE: Out of 130 customer interviewed, it is found that student is 3.8%, Service class is 0.8 %, businessman is of 33.1 %, professional is of 7.7 %, Driver is of 54.6 %. So we can say that customer who come for service at Empire Motors, Navsari are driver is majority numbers.

Household annual Income (in Rs.)
INFERENCE: Out of 130 customer interviewed, it was found that customer who income is less than 150,000 Rs. are found to be 28.5 % of total sample size, customer whose income is between 150,001 to 250,000 Rs. are found to be 35.4 %, customer whose income is between 250,001 to 350,001 Rs. are found to be 30 % and customer whose income group is more than 350,001 Rs. are found to be 6.2% of population. So we can say that customer who come for service at Empire Motors, Navsari are belong to income group of Rs. 150,001 to 250,000 is found to be largest in Navsari region.

1. How frequently you get service for your vehicle?
Purpose:

This question enabled me to know on what bases customer service their vehicle. INFERENCE: Out of 130 customer interviewed, it is found that 90% of customer do there car service on kms bases & 10% do on a time bases.

2. Repairs work finished by the time promised?
Purpose: This question enabled me to know do a empire motors give a delivery to a car by a time promised. INFERENCE: Out of 130 customers interviewed, it is found that 88.46% get repair work finisher on time & 11.5% don‟t get on a time promised.

3. How the vehicle was after the repair work was complete?
Purpose: The main purpose behind asking this question is to know condition of a vehicle after the repair work at empire motors service center. INFERENCE: Out of 130 customer who come at a service at Empire Motors, Navsari. 63.8% say that after the work complete there problems resolved at first time only, 10.8% repair work had to be redone, 14.6% customer problem remain & different problems developed of 10.8% customers.

Null Hypothesis (Ho): There is no significant association between calculated sample mean and hypothesized population means. In other

words, we hypothesized that the no dependency on income of customer & repair work completed. Alternative Hypothesis (H1): There is significant association between calculated mean and hypothesized means

Income * Complete
Crosstab

Complete Resolve at First Time Inco me < 150,000 Count % Within Income % Within Complete % Of Total Count % Within Income % Within Complete % Of Total Count % Within Income % Within Complete % Of Total Count % Within Income % Within Complete % Of Total 29 78.4% 34.9% 22.3% 30 65.2% 36.1% 23.1% 18 46.2% 21.7% 13.8% 6 75.0% 7.2% 4.6% Differen Proble t Repair m Problem Redone Remain s 4 10.8% 28.6% 3.1% 3 6.5% 21.4% 2.3% 7 17.9% 50.0% 5.4% 0 .0% .0% .0% 1 2.7% 5.3% .8% 7 15.2% 36.8% 5.4% 9 23.1% 47.4% 6.9% 2 25.0% 10.5% 1.5% 3

Total

37

8.1% 100.0% 21.4% 2.3% 6 28.5% 28.5% 46

150,001 250,000

13.0% 100.0% 42.9% 4.6% 5 35.4% 35.4% 39

250,001 350,000

12.8% 100.0% 35.7% 3.8% 0 30.0% 30.0% 8

> 350,000

.0% 100.0% .0% .0% 6.2% 6.2%

Total

Count % Within Income % Within Complete % Of Total

83 63.8%

14 10.8%

19 14.6% 100.0% 14.6%

14

130

10.8% 100.0% 100.0% 100.0% 10.8% 100.0%

100.0% 100.0% 63.8% 10.8%

Chi-Square Tests Asymp. Sig. (2sided) 9 .109

Pearson ChiSquare

Value 14.387( a)

df

Explanation of Pearson‟s Chi-square: The Chi-square test is carried out at 95% confidence level (0.05 significance level). The Pearson Chi-square value out as 0.109 which is greater than the significance level of 0.05, it mean their exist a dependency significant association between income & repair work done. Here, we can conclude that there do exist a dependency between occupation & repair work done.

4. Reasons for dissatisfaction with Empire motors?

Purpose: The main purpose behind asking this question is to know reason for dissatisfactions with empire motors. INFERENCE: Out of 130 customer interview 3.1% are dissatisfaction with Empire motors due to poor Mechanic Knowledge, 17.7% are dissatisfaction due to repair take a long time, 8.5% are dissatisfaction due to they think that Empire Motors does not pay attention to there complains & majority are dissatisfaction due to a expensive service charges. Null Hypothesis (Ho): There is no significant association between calculated sample mean and hypothesized population means. In other words, we hypothesized that the relation between Occupation & Dissatisfactions. Alternative Hypothesis (H1): There is significant association between calculated mean and hypothesized means Occupation * Dissatisfaction

Cross tab

Poor Knowledge of Mechanic Occup ation Student Count % Within Occupation % Within Dissatisfaction % Of Total 1 20.0% 25.0% .8%

Dissatisfaction Not Expensive Repair Long paying Services Time Attention Charges 1 20.0% 4.3% .8% 0 .0% .0% .0% 3 60.0% 3.3% 2.3%

Total 5 100.0% 3.8% 3.8%

Service Class

Count % Within Occupation % Within Dissatisfaction % Of Total Count

0 .0% .0% .0% 1 2.3% 25.0% .8% 1 10.0% 25.0% .8% 1 1.4% 25.0% .8% 4 3.1% 100.0% 3.1%

1 100.0% 4.3% .8% 6 14.0% 26.1% 4.6% 5 50.0% 21.7% 3.8% 10 14.1% 43.5% 7.7% 23 17.7%

0 .0% .0% .0% 6 14.0% 54.5% 4.6% 1 10.0% 9.1% .8% 4 5.6% 36.4% 3.1% 11 8.5% 100.0%

0 .0% .0% .0% 30 69.8% 32.6% 23.1% 3 30.0% 3.3% 2.3% 56 78.9% 60.9% 43.1% 92 70.8% 100.0% 70.8%

1 100.0% .8% .8% 43 100.0% 33.1% 33.1% 10 100.0% 7.7% 7.7% 71 100.0% 54.6% 54.6% 130 100.0% 100.0% 100.0%

Busines sman

Total

% Within Occupation % Within Dissatisfaction % Of Total Professi Count onal % Within Occupation % Within Dissatisfaction % Of Total Driver Count % Within Occupation % Within Dissatisfaction % Of Total Count % Within Occupation % Within Dissatisfaction % Of Total Chi-Square Tests

17.7%

8.5%

Value Pearson ChiSquare 24.112( a)

df 12

Asymp. Sig. (2sided) .020

Explanation of Pearson‟s Chi-square: The Chi-square test is carried out at 95% confidence level (0.05 significance level). The Pearson Chi-square value out as 0.020, which is less than the significance level of 0.05, it means there exist a significant association between occupation & dissatisfactions. Here, we can conclude that there do exist a stronger relation between occupation & dissatisfactions.

5. What is your expectation form Empire motors?
Purpose: This question helps in getting information about what do customer expectation from Empire motors. INFERENCE: Out of 130 customer interview 30% expect that there complain should be solve at first time only, 3.1 % expect that Empire Motors should be open at weekend & majority of customer expect that Empire Motors should charge fairly. Null Hypothesis (Ho): There is no significant association between calculated sample mean and hypothesized population means. In other words, we hypothesized that there is no dependency between customer expectation & occupation. Alternative Hypothesis (H1): There is significant association between calculated mean and hypothesized means.

Occupation * Expectation
Cross tab

Expectation Solved at First Time Occupat Student ion Count % Within Occupation % Within Expectation % Of Total Count % Within Occupation % Within Expectation % Of Total Count 2 40.0% 5.1% 1.5% 1 100.0% 2.6% .8% 8 18.6% 20.5% 6.2% 4 40.0% 10.3% 3.1% 24 33.8% 61.5% 18.5% 39 30.0% 100.0% 30.0% Fair Charges 2 40.0% 2.3% 1.5% 0 .0% .0% .0% 34 79.1% 39.1% 26.2% 5 50.0% 5.7% 3.8% 46 64.8% 52.9% 35.4% 87 66.9% 100.0% 66.9% Open at Weeken d 1

Total

5

20.0% 100.0% 25.0% .8% 0 3.8% 3.8% 1

Service Class

.0% 100.0% .0% .0% 1 .8% .8% 43

Business man

Total

% Within Occupation % Within Expectation % Of Total Profession Count al % Within Occupation % Within Expectation % Of Total Driver Count % Within Occupation % Within Expectation % Of Total Count % Within Occupation % Within Expectation % Of Total

2.3% 100.0% 25.0% .8% 1 33.1% 33.1% 10

10.0% 100.0% 25.0% .8% 1 7.7% 7.7% 71

1.4% 100.0% 25.0% .8% 4 54.6% 54.6% 130

3.1% 100.0% 100.0% 100.0% 3.1% 100.0%

Chi-Square Tests Asymp. Sig. (2sided) 8 .083

Pearson ChiSquare

Value 13.935( a)

df

Explanation of Pearson‟s Chi-square: The Chi-square test is carried out at 95% confidence level (0.05 significance level). The Pearson Chi-square value out as 0.083, which is more than the significance level of 0.05, it means there exist a dependency association between customer expectation & occupation. Here, we can conclude that conclude that there do exist a dependency between occupation & customers expectation from Empire Motors Navsari after service done to there cars.

6. Give rating to following statement:
From strongly disagree to strongly agree. Purpose of the question: This question is asked to know satisfaction of customers regarding after sales service parameters of Empire Motors. Null Hypotheses (Ho): There is no significant difference between the calculated sample mean for individual service parameter and hypothesized population mean (3.00). In other words, it means that we hypothesized that for customer after sales service parameter respondent is natural with the given statement. Ho: x = µ =3 Alternative Hypothesis (H1): There is significant difference between the calculated sample mean for individual service parameter and hypothesized population mean (3.00). In other words, it means that we

hypothesized that for customer after sales service parameter respondent is no neutral (either on agree or disagree) with the given statement. H1: x ≠ µ
≠

3

Significance level: Here test of hypothesis is at 95% confidence level i.e. the chance of occurring type 1 error is 5%. One-Sample Statistics Std. Mean Deviation 3.90 .410 3.97 3.58 3.84 3.85 3.95 3.95 3.83 3.90 3.72 3.78 .277 .745 .446 .415 .245 .227 .500 .370 .482 .436 Std. Error Mean .036 .024 .065 .039 .036 .021 .020 .044 .032 .042 .038

Delivery Paper work Commitm ent Improve Attention Mechanics Communi cate Experienc e Recomme nd Next car Brand

N 130 130 130 130 130 130 130 130 130 130 130

One-Sample Test Test Value = 3 Mean Sig. (2Differen tailed) ce Lower .000 .000 Upper .900 .969

t Delivery Paper work Lower 25.020 39.938

df Upper 129 129

95% Confidence Interval of the Difference Lower .83 .92 Upper .97 1.02

Commitm ent Improve Attention Mechanics Communi cate Experienc e Recomme nd Next car Brand

8.949 21.457 23.455 44.448 47.610 18.937 27.703 17.087 20.314

129 129 129 129 129 129 129 129 129

.000 .000 .000 .000 .000 .000 .000 .000 .000

.585 .838 .854 .954 .946 .831 .900 .723 .777

.46 .76 .78 .91 .91 .74 .84 .64 .70

.71 .92 .93 1.00 .99 .92 .96 .81 .85

INFERENCE: Here the result is tested at 95% confidence level. For the significant value less than 0.05, the null Hypothesis Ho is rejected or the alternative Hypothesis H1 is accepted. For the significant value less than 0.05, the Null Hypothesis Ho rejected accepted or alternative Hypothesis H1 is accepted If Null Hypothesis is rejected, it means that there is no significance difference between the calculated sample mean for individual service parameter and hypothesized population mean (3.00). And if Null Hypothesis is accepted, it means that there is significance difference between the calculated sample mean for individual service parameter and hypothesized population mean (3.00). Here in above cases Null Hypothesis is rejected in case of delivery, paper work, commitment, improve, attention, mechanics, communicate, experience, recommend next car, brand test value < 0.05. It means that respondents are considering these dimensions are present in

Empire motors are no neutral (i.e. either agree or disagree) n. And for rest all cases Null Hypothesis is reject which means that for all other parameters there is significant difference between hypothesize mean and calculated mean of individual service parameter.

t-TEST
For Facilities & solution: Null Hypotheses (Ho): There is no significant difference between the calculated sample mean for individual service parameter and hypothesized population mean (4.00). In other words, it means that we hypothesized that respondent are agree in term of Empire Motors facilities & solution. Ho: x = µ = 4 Alternative Hypothesis (H1): There is significant difference between the calculated sample mean for individual service parameter and hypothesized population mean (4.00). H1: x ≠ µ 4

≠

Significance level: Here test of hypothesis is at 95% confidence level i.e. the chance of occurring type 1 error is 5%.

One-Sample Statistics Std. Error Mean .044

Facilities

N 130

Mean 3.67

Std. Deviation .504

Solution

130

3.42

.511

.045

One-Sample Test Test Value = 4 Sig. (2tailed) Lower .000 .000 Mean Difference Upper .669 .423 95% Confidence Interval of the Difference Lower .58 .33 Upper .76 .51

T Facilities Solution Lower 15.138 9.433

df Upper 129 129

Here sig. value for facilities & solution is 0.000, which is less than 0.05, so Null Hypothesis (Ho) is rejected it means that there is significance difference between the calculated sample mean and hypothesized population mean. It means that respondents tend towards neutral regarding facilities & solution of Empire Motors‟s service again in future. This level is not so strong towards neutral level but it is nearer to positive response towards facilities & solution for the customers by Empire Motors.

FACTOR ANALYSIS:
Different respondents rate different parameters differently for their Agreeness/Disagreeness level. For a firm it is not possible or feasible to focus on each and every parameter. So here Factor Analysis test is used to reduce the factors so that only those factors which are very important and need to focus more are considered first. KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .708

Bartlett's Test of Sphericity

Approx. ChiSquare Df Sig.

525.47 7 78 .000

KMO Value: Factor Analysis Test is used to determine reduced factors from various factors. Before applying factor analysis test first we have to determine the value of KMO. A measure of whether distribution of values is adequate for conducting factor analysis. Kaiser designates levels. A measure >0.9 is marvelous, >0.8 is meritorious, >0.7 is middling, >0.6 is mediocre, >0.5 is miserable, and