A STUDY ON

“TO STUDY CUSTOMER SATISFACTION ON AFTER SALES AND

SERVICES PROVIDED NEXA MOTORS SHOWROOM”
SL.NO TOPIC PAGE NO.

1 CHAPTER-1
2 INTRODUCTION
3 REVIEW OF LITERATURE
4 RESEARCH GAP
5 RESEARCH QUESTIONS
6 SCOPE OF THE STUDY
7 OBJECTIVES OF THE STUDY
8 HYPOTHESIS
9 RESEARCH METHODLOGY
10 PERIOD OF STUDY
11 STATISTICAL TOOLS
12 CHAPTER-2
13 DATA ANALYSIS & INTERPRETATION
14 CHAPTER-3
15 FINDINGS
16 SUGGESTIONS
17 CONCLUSION
18 BIBLIOGRAPHY
19 ANNEXURE
 CHAPTER-1

INTRODUCTION
 INTRODUCTION

Customer satisfaction is considered very important now a day, it shows how firms are
committed to provide quality product or services to their customers that eventually increase
customer loyalty. Satisfying the customer is one of the basic objectives of the organization, as it is
often said that customer is boss and boss is always right, so it means customer is right when he
demands for after sale services. After sales service is an emerging concept in the business
community. Organizations have to provide better after sale services to retain and satisfy its
customer. Making and retaining valuable relationship with customer while using every aspect of
taking, retaining and enhancing customer is known as customer relationship management (Kotler
and Armstrong, 2010). Through customer relationship management, organizations can achieve their
objective of retaining and satisfying customers. Customer satisfaction results in increased demand
of product/ service and the organization or brand reputation increases. When organization sell
product effectively it has to make effective planning for services after sale, such planning is a part
of customer relationship management. After sale, service has been important for organization to
compete in the market by using such extended services (Vitasek, 2005).

Front line employees play an extra ordinary role in service value chain, discussed by many authors
and researchers. Employees that work at consumer service positions in the organization have to
interact with the customers; they have to deliver high satisfaction to them. However, the
capabilities of these front-line workers to satisfy customers mainly depend on the environment the
organization provides to these employees. Strategic human resource practices that create
productivity at work environment are directly related with organizational outcomes i.e. efficiency,
quality service and satisfaction of customer. Through many ways customer can be contacted, these
may be from physical direct interaction to contact indirectly by letter post, internet and telephone
but the main theme is customer interaction (Zomerdijk and de Vries, 2007). It is very important to
note that after sale is a key to support marketing performance and to increase customer loyalty,
productivity in long run (Saccani, 2006).

The demand of quality is well effective point in the services sector for human. High technical
service quality delivery requirement is not only one that demanded, but there is also a quest for
extra-quality customer service. When organization offer customers applicable warranty terms then
it positively affects the sale and profit because customer become satisfied by warranty assurance.
Warranty assurance is highly valuable for

customer satisfaction as well as for organizations profitability (Murthy, 2004).In sale services, after
sale delivery and Installation is very important for customer satisfaction (Irini R., 2008). Different
customers have different needs some want that the product to be delivered to their destination at
right time and right price, others give value to customers needs and wants, on the other hand poor
distribution results negative impression (Kotler and Armstrong, 2010). Such negative impression
results in poor seller relationship with consumer. Organizations need to improve relations with
customers for effectiveness and to improve their sales turnover, installation of a product without
any error results in improved satisfaction of customer this can reduce the chance of damage, error
and assures to customer that the product is valuable, errorless and reliable. Installation process must
be handled by an experienced professional it also provides delightful post sale service to consumer
from organization. Properly managed feedback is important for organization as they came to know
that what customer needs from us. What type of changes organization should brought into the
product or service line, so that they give more value to customers.
 REVIEW OF LITERATURE

(Shaharudin et. al., 2019).

After sale service is an increasing concept in many industries and organizations are very dependent
on customer, satisfaction as their customer are satisfied their productivity increases otherwise they
have to lose the market share. The after sale value line includes timely delivery, installation of the
product to customer, good warranty terms and time, enhanced service quality, proper feedback
from consumer about the whole service, product and work according to majority recommendations
of the consumer. All these after sale value line are considered vital part of after sale service, and
through proper usage of this value line organization can increase customer satisfaction and enhance
the productivity of the organization

(Rajesh and Uday, 2018). Delivery: Many organizations provide delivery services to its consumers
at their doorsteps; they note the address and deliver the product to consumer’s destination. Many
researcher and authors discuss delivery of the product to be influential and results in increased sale
and productivity. Delivery of the product characterized by two dimensions i.e. speed and reliability
(Michael, 2001) and ensuring that right product at right time in right quantity from right source
delivered to right person at right price . Organization with no strategic plan for delivery of product
or service is similar to that person who starts his/her journey without knowing the final destination

Wetmore, 2017).

Installation: Installation is to fix product, installation is first component of after sale or delivery of
the product and is considered to generate more profitable sale. The basic reason for offering
installation to consumers is after sale economies, to take competitive advantage and customer
demand (Oliva and kallenberg, 2003). When installation goes wrong then it may cost more to the
organization as the customer may go for case and organization may have to pay high amount to the
customer or spent a lot on the case (

(Kelly, 2016).

To offer warranty organizations must increase the quality of a product to the extent that they can
create a reliable and better product and offer long-term warranty to their customer Service quality:
This is one of the main category where organization face problems these days, this problem is
mainly in service sector where consumer often complaint about the quality of service. It happens
when consumer use the product or service and feels uncomfortable with it. It also arise when
consumer do not like the quality of after sale service like warranty, installation and delivery
services. To retain and satisfy consumer to greater extent it is necessary that service quality should
 be high (Cronin, J. and Taylor, S. 1992). Functional quality is very important dimension in services
and dimensions of quality are interrelated (Christian, 1984).

(Sampson, 2015)

Feedback: Customer feedback is considered very important these days. Organizations are more
customer oriented therefore they want to know customer needs in the product or service. Such
information can be useful in designing products and services that are more useful for customers
they tend to purchase their product and hire their services. When a customer is dissatisfied with the
product or service, there are two options available to the customers. The first one is to leave the
particular product and chose among the other products available. The second option is to make
suggestions or complaints for the same product; this response from the customers is vital for the
organization to improve (Barlow and Moller, 1996). Feedback can be collected through different
procedures like comment cards, toll free numbers, through telephone or through internet

(Pertson and Willson, 2014).

Customer satisfaction: Organizations are more customers oriented they have to satisfy their customers, the
satisfied customer enables organization to retain more customers, which results in high sale turnover,
higher productivity and profit to the organization. Customer satisfaction is related with loyalty of the
customer and financially stable performance of the firm (loveman, 1998). Customer satisfaction must be
the primary objective of the organization for success and growth Relationship: Delivery of product/service
with customer satisfaction: Proper strategy for Delivery of service towards the customer enhances the
customer satisfaction and loyalty towards the product (Rajesh and Uday, 2004). Due to technological
advancement the product life cycle time shrinks, so organizations must ensure timely delivery of the
product, for this IBM introduces the integrated product delivery framework. Integrated delivery framework
provides four options for managing delivery, product program management, enterprise release
management, quality and test lab management and definitive software library. Delivery of the product
enhances the customer satisfaction excessively (Shaharudin et. al., 2009). For delivery of service and
product Dealers, independent Service center, franchised Service center and mobile service centers can be
used (novoally.com). Delivery of the product characterized by two dimensions i.e. speed and reliability
(Michael, 2001) and ensuring that right product at right time in right quantity from right source delivered
to right person at right price on right destination. Delivery of product and service within time to the
customer increases customer satisfaction.

OLIVA AND KALLENBERG, 2013

Installation of the product/service with customer satisfaction: Installation of the product at customers own
destination enhances customer support activities so it further enhance the satisfaction of customer in a
sense that within purchasing cost company offer installation services to customer which is beneficial to
both customer and organization (Shaharudin et. al., 2009). The basic reason for offering installation to
consumers is after sale economies, to take competitive advantage and customer demand (). Installation of the product
at customer’s doorstep, increases customer satisfaction
 RESEARCH GAP
Researcher examines the impact of after sale service characteristics on customer satisfaction in
home appliance industry of Pakistan. To what extent does characteristics like delivery time,
installation of product, warranty time of product, feedback implementations and quality of
service provided satisfies customers? In this globalized market, organizations try to differentiate
themselves, so they tend to provide value added services to its customers; according their needs
and wants. After detail and extensive review of literature researcher found that after sale service
is essential in retaining and satisfying customers. Due to limited time, quantitative study is not
possible. Practically our study benefitted for the manager of the organization that are mostly
related to home appliances, so that they can check the customers trend towards after sale services
characteristics i.e. delivery, installation, warranty, service quality and feedback.
 OBJECTIVES OF THE STUDY
 To study age income and occupation of respondents in the study area.
 To examine the factors influencing after sales services.
 To describe the impact of factors on satisfaction of customer.
 To measure the impact of the satisfaction on future sales.
 NEED FOR THE STUDY

Now a days it is very clear that market is having drastic changes and all the companies are acting
according to it because to survive in the market and this should be achieved by studying about the
customer options and analyzing their future requirements.

This study is definitely going to help to analyze the customer and can take necessary steps for the
improvement of the services from both the dealer’s side and as well as form the company side.

Because customers are the real advertisement for any product so the company should be in position to meet
the customer requirements and also should maintain the CUSTOMER RELATIONSHIP.
 SCOPE OF THE STUDY

The scope of the study is mainly emphasized on the perception level of

the customers on “customer feedback”.

 This study helps the organizations to increase their service and product quality

and in turn increase the market share, top and bottom line of the company.

 To find the after sales service offered by NEXA MOTORS Auto..

 To know the customer level of satisfaction of Hero two-wheelers with respect to

NEXA MOTORS Auto.

 RESEARCH QUESTIONS
 The research questions for the current research are as follows:
 What is the current level of customer’s satisfaction at Hyderabad?
 Determine the relationship between customer’s satisfaction, product quality and service quality in
after sales service.
 What are critical factors in service quality that contributes mostly to the satisfaction of customer in
Hyderabad business environmental?
 In addition, the objectives of the proposed study are as follows:
 To determine overall customer’s satisfaction with Hyderabad products and services.
 HYPOTHESIS OF THE STUDY
Operational hypotheses were
Formulated.
The first hypothesis (H1) is supported by the results, as a positive correlation was
Found between the two variables; customer satisfaction and customer loyalty.
In addition, the Second hypothesis (H2) is sustained by the results, as a regression was
originated between the two variables; the result reveals that customer satisfaction has great
impact on customer loyalty.
 RESEARCH METHODOLOGY

Sample
 Sample size: 100

 Sample Area: Secundrabad and Hyderabad

 Sample Technique: Simple random technique

Data Collection
 Sampling Unit: The target population from which the sample is chosen is owners of all
brands of NEXA MOTORS.
.
 Sample Size: The sample of 100 from the target population was chosen.

PERIOD OF STUDY
The Study was conducted for Period of 45 days.
 CHAPTER-2
DATA ANALYSIS
AND
INTERPRETATIONS
 DATA ANALYSIS
1. Gender

S.NO GENDER RESPONDENTS %

1 MALE 65 65

2 FEMALE 35 35

GENDER
120
100
80
Axis Title

60
40
RESPONDENTS
20
0
MALE FEMALE TOTAL
1 2
Axis Title

INTERPRETATION: From the above graph shows gender percentage knowledge

about SATISFACTION OF NEXA MOTORS CAR USERS 65 % consist of male.

35 % of female for knowing satisfaction about NEXA MOTORS..
2. Age

s.no AGE RESPONDENTS %

1 BELOW -20 20 20
2 21-30 29 29
3 31-40 25 25
4 41-50 21 21
5 MORE THAN 50 5 5
TOTAL 100 100

AGE
100

80

60

40

20

0
BELOW - 21-30 31-40 41-50 MORE TOTAL
20 THAN 50
1 2 3 4 5

INTERPRETATION: From the above graph shows AGE percentage knowledge about

E-banking 21-30 (29%).

 3. Occupation

Occupation
s.no EDUACTION RESPONDENTS %
1 BUSINESS MAN 31 31
2 TEACHERS 22 22
3 ENGINEERS 27 27
4 SALES OFFICERS 14 14
5 Any other 6 6
TOTAL 100 100

120
100 100
100

80

60

40 31 31 27 27
22 22
20 14 14
6 6
0
BUSINESS TEACHERS ENGINEERS SALES Any other TOTAL
MAN OFFICERS
1 2 3 4 5

RESPONDENTS %
4. Education Level

s.no EDUACTION RESPONDENTS %

1 Illiterate 25 25
2 Diploma 10 10
3 U.G 33 33
4 P.G 29 29
5 Any other 3 3
TOTAL 100 100

EDUCATION LEVEL
120
100
80
60
40
20
0
Illiterate Diploma U.G P.G Any other TOTAL
1 2 3 4 5

RESPONDENTS

INTERPRETATION: The above graph shows education qualification according their awareness
about using E-BANKING system for the knowing banking services.
 5.The Vehicle that you previously used.

TABLE – 1

S. No. Features No. of Respondents %

1. NEXA MOTORS 23 23
2. Toyota 8 8
3. Mahindra 9 9
4. Not used any vehicle 34 34
5. Some Other vehicle 26 26
100 100

120
100100
100

80

60

40 34 34
23 23 26 26
20 9 9
8 8 5
1 0 2 0 3 0 4
0 0
0
1 2 3 4 5 6

S. No. Features No. of Respondents %

Inference :

34% of the customers previously not used any vehicle, 26% used some other

vehicle, 23% used NEXA, 9% used mahindra and 8% used Toyota.

 6. Do you own a NEXA MOTORS vehicle?

Yes No
78% 22%

Table No. 1

Graph: 1

Nexas

22

78

Yes

Interpretation 1:

The sample drawn on probability basis shows that 78% of the customers owned a
NEXA MOTORS whereas only 22% didn’t owned.
Most of the respondents approached owned an NEXA MOTORS Vehicle.
 7.Factors affecting customer satisfaction towards NEXA MOTORS

Factor No. of Respondent Percentage

Features 18 12%
Low Maintenance 51 34%
Comfort 27 18%
Style 24 16%
After Sales Service 30 20%
Table No: 2

No. of Respondent
Features

Low Maintenance
18
30

Comfort
24 51
Style
27

After Sales Service

Graph: 2

Interpretation 2: The sample drawn on the probability basis clearly shows that 34% are the
opinion that low maintenance is the satisfaction factor NEXA MOTORS and 20 % of them
who view After Sales Service as a vital factor for customer satisfaction. Followed by Comfort
which corresponds to 18 %, Style with 16% and only 12% of them view that feature of NEXA
MOTORS as satisfaction factor.
8.What made you to buy this vehicle.

S. No. Features No. of Respondents %

1. Model 23 23
2. Price 13 13
3. Quality 21 21
4. Brand Name 29 29
5. Other Benefits 14 14
100 100

120
100100
100

80

60

40 29 29
23 23 21 21
20 13 13 14 14
2 0 3 0 4 5
1 0 0 0
0
1 2 3 4 5 6

S. No. Features No. of Respondents %

Inference :
29% of the customer’s opted Tata vehicle basing on the brand name, 23%
basing on the model, 21% basing on the quality, 14% basing on other benefits and
13% basing on the price.
 1) Customer opinions towards fuel consumption.

Factor Percentage
Extremely Satisfied 27%
Satisfied 49%
Neutral 17%
Dissatisfied 7%
Total 100%
Table No: 3

Percentage
Extremely Satisfied

7%
Satisfied
27%
17%

Neutral

49%

Dissatisfied

Graph: 3

Interpretation 3: 100% of the respondents 49% of the respondents approached were satisfied
with the fuel consumption of the NEXA MOTORS. Followed by 27% was extremely satisfied,
17% are neutral and rest of the 7% is more dissatisfied with fuel consumption of NEXA
MOTORS.
 2) Customer opinions toward Safety and Comfort.

Factor Percentage
Extremely Satisfied 23%
Satisfied 47%
Neither Satisfied & Dissatisfied 20%
Dissatisfied 10%
Total 100%
Table No: 4

Graph: 4

Opinion

10%
23%

20%

47%

Extremely Satisfied Satisfied Neither Satisfied & Dissatisfied Dissatisfied

Interpretation 4: 100% of the respondents 47% of the respondents approached were

satisfied with the safety and comfort feature of the NEXA MOTORS. Followed by 27% was
extremely satisfied, 17% are neutral and rest of the 7% was dissatisfied with safety and
comfort feature of NEXA MOTORS.
 3) Customer opinions toward Design.

Factor Percentage
Extremely Satisfied 20%
Satisfied 40%
Neutral 27%
Dissatisfied 13%
Total 100%
Table No: 5

Graph: 5

Opinion

13%
20%

27%

40%

Extremely Satisfied Satisfied Neutral Dissatisfied

Interpretation 5: 100% of respondents 40% of the respondents approached were satisfied

with the Design of the NEXA MOTORS. 20% were more satisfied, 27% of them neutral
and 13% are dissatisfied with the design of the NEXA MOTORS.
 4) Customer satisfactions toward Maintenance of NEXA MOTORS

Factor Percentage
Extremely Satisfied 23%
Satisfied 51%
Neutral 21%
Dissatisfied 5%
Total 100%
Table No: 6

Satisfaction Level

5%

23%

21%

Graph: 6

Interpretation 6: The sample drawn on the probability basis shows that out of 100% of
respondents 51% of the respondents approached were satisfied with the maintenance of the
NEXA MOTORS. 23% were extremely satisfied, 21% of neutral and 5% are dissatisfied
with the maintenance.
1. Are you satisfied about the explanation about the benefit /
features / warranty of the vehicle and the financial schemes and
the delivery procedure at the time of purchase?

TABLE – 3

S. No. Features No. of Respondents %

1. Delighted 4 4
2. Very satisfied 27 27
3. Satisfied 45 45
4. Somewhat dissatisfied 12 12
5. Very dissatisfied - 0
6. No response 12 12
100 100

120
100
100
100

80

60
4545
40
2727
20 1212 1212
4 4 3 0 4 5 6
1 0 2 0 0 0 0 0 0
0
1 2 3 4 5 6 7

S. No. Features No. of Respondents %

Inference :

45% of the customers are satisfied about the explanation about the
benefits, features, etc., at the time of purchase, 27% are very satisfied, 12% are
somewhat dissatisfied, 4% are delighted and 12% had not responded to the above
question.
 5) Customer awareness about power steering.

Option No. Of Respondent No. Of Respondents (%)

Aware 120 80%
Unaware 30 20%

Total 150 100%

Table No: 7

Graph: 7

% Of Respondents

20%

80%

Aware Unaware

Interpretation 7: Out of 100% of respondents, 80% of the respondents approached were

aware of the power steering present in some variant of NEXA MOTORS and 20% were not
aware of the power steering present in some variant of NEXA MOTORS.
 6) Customer perceptions about NEXA MOTORS

Very Good Good Average Bad Very Bad

20% 47% 21% 12% 0
Table No: 8

Graph: 8

Opinion

12% 0
20%

21%

47%

Very Good Good Average Bad Vary bad

Interpretation 8: The sample drawn on the probability basis shows that out of 100% of
respondents 47% of the respondents gave Good response. 20% gave Very Good response,
21% gave Average response and 12% gave bad response but none in the negative.
 7) More Features required in the products

Option No. Of Respondent No. Of Respondents (%)

Yes 120 80%
No 30 20%

Total 150 100%

Table No: 9

Graph: 9

% Of Respondents

20%

80%

Aware Unaware

Interpretation 7: Out of 100% of respondents, 80% of the respondents approached wanted

more features in its products and 20% were not aware / didn’t wanted more features.

.
 CHAPTER 3

FINDINGS, SUGGESTIONS

AND CONCLUSION
 Findings

Based on the data gathered by administrating schedules to customers the following

observations are made.

 NEXA MOTORS has excellent percentage of customer satisfaction.

 Most of the people are satisfied with its low maintenance cost and after sales service
provided by NEXA MOTORS.
 Based on the fuel consumption, most of the people are satisfied with it.

 Based on Safety and Comfort, Design, Space, Maintenance most of the people are
satisfied with it.
 Large numbers of users are aware of its many Features like power steering.

 If we took the satisfaction level of people toward the company, it comes in the
preferred companies.

 Its features and style satisfy most of the people.

 Suggestions

Based on the data gathered by administrating schedules to customers the following e made.

 Consumers are satisfied with its low maintenance cost and after sales service provided
by company so they should follow it in other parts of country as well.
 Company should focus on R&D to improve the existing feature which field help
increase in the customer satisfaction and attract potential consumers.
 Consumers are to be satisfied on Safety and Comfort, Design, Space, Maintenance as
for today most of the people are affected by it.
 Company comes in the preferred companies as features and style satisfy most of the
people needs so company is on the right path.
 LIMITATION OF THE SURVEY

Though best effort have been made to make the study fair transparent and error free yet there
might be some inevitable and limitations. Although outright measures area undertaken to make the
report most accurate some inadvertent errors might have crept in and suggestions to improve or
eliminate the same are most welcome.

 The limitations of the survey are narrated below:

 The project is valid for the predefined area of work i.e. hyd.

 There may be some biased response from the respondents.

 Some respondents did not provide the full data.

 Due to different RTO norms of State’s in India response of people might differ from
those of other cities and state if any.
 CONCLUSIONS

 NEXA MOTORS has a very good market share in the state of HYD for the SUV
segment.
 The company is offering good services, which is reflected on the satisfaction of the
customer.
 Majority of the customer are satisfied with the design of the vehicle.
 NEXA MOTORS are providing better facilities when compared with other brands.
 As 67% of the respondents are satisfied that they are happy, it satisfies that the customer
satisfaction levels are very high. If the company were to identify the pitfalls in their
product and undertake remedial measure, thus it will lead to more good word of mouth
publicity.
 Though majority of the customer are satisfied that the maintenance cost of Mahindra
Vehicles is less, around 20% are not satisfied which may be because of comparison
with the newly launched competing brands coming with even lower maintenance cost.
 As 80% of the respondents are happy with the space availability of the Mahindra
vehicle, it can be conducted that the company has undertaken proper R&D in this
aspect.
 The 20% of the respondents who have answered negatively may be comparing with the
vehicle in the same category launched very recently.
 The company can for the undertake R&D to improve the existing feature which field
help increase in the customer satisfaction.
 Annexure

QUESTIONNAIRE

Customer profile

a) Name b) Occupation

c) Age d) Income

e) Address:-

1. Do you own a NEXA MOTORS vehicle?

Yes No

2. Factors affecting customer satisfaction towards NEXA MOTORS

Features Low Maintenance

Comfort Style

After sale service

3. Customer opinions towards fuel consumption.

Extremely satisfied Satisfied

Neutral Dissatisfied

4. Customer opinions toward Safety and Comfort.

Extremely satisfied Satisfied

Neutral Dissatisfied

38
5. Customer opinions toward Design.

Extremely satisfied Satisfied

Neutral Dissatisfied

6. Customer satisfactions toward Maintenance of NEXA MOTORS

Extremely satisfied Satisfied

Neutral Dissatisfied

7. Customer awareness about power steering.

Aware Unaware

8. Customer perceptions about NEXA MOTORS

Very good Good

Average Bad

Very bad

9. More Features required in the products

Yes No

39
 BIBLIOGRAPHY

Books:

 Philip Kotler, Kevin Keller (2009), Marketing Management (Thirteenth

Edition)
 Marketing Management, The McGraw.Hill Company Rajan Saxena (Third
Edition)
 Berman, Berry and Joel r Evans (Oct- 1997) Retail Management: A
strategic approach 8th edition Englewood cliffs NJ printcehall

 Country analysis 1997 “A framework to identify and evaluate the National

Business Environment”

MAGAZINES:

 OUTLOOK BUSINESS (FEB, 2014)

 BUSINESS STANDARD (April-July 2013)

 4P’S OF BUSINESS AND MARKETING (June 2009)

 BUSINESS TODAY - Pick and Choose

 BUSINESS TODAY – NEXA MOTORS to bring new model of Scorpio.

INTERNET:

 www.Business world.com
 www.Autowold.com
 www.Top gear.com

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