Scribd
Upload
86 views9 pages

Interim Report of The Internship Project Original

This interim report summarizes a customer satisfaction project conducted at Shree Gopal Auto Pvt. Ltd., a Maruti Suzuki dealership. The report provides background on the company and outlines objectives to understand customer expectations of Maruti Suzuki, identify satisfaction and dissatisfaction factors, and examine the company's customer relationship strategies. Primary research was conducted through customer interviews and questionnaires. The results will help Maruti Suzuki improve customer satisfaction and relations.

Uploaded by

Ankit Kumar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
86 views9 pages

Interim Report of The Internship Project Original

This interim report summarizes a customer satisfaction project conducted at Shree Gopal Auto Pvt. Ltd., a Maruti Suzuki dealership. The report provides background on the company and outlines objectives to understand customer expectations of Maruti Suzuki, identify satisfaction and dissatisfaction factors, and examine the company's customer relationship strategies. Primary research was conducted through customer interviews and questionnaires. The results will help Maruti Suzuki improve customer satisfaction and relations.

Uploaded by

Ankit Kumar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 9

Interim Report of The Internship Project

At
Shree Gopal Auto Pvt. Ltd. (Maruti Suzuki)

Topic :
Customer Satisfaction

Submitted in partial fulfillment of the requirements of Bachelor in


Business Administration (BBA) Session - (2018-21)

Under the Guidance :- Submitted By :-

Corporate Guide - Mr. Rakesh Tewari Name - Ankit Kumar Rai

Faculty Guide - Mr. K Eshwar Rao Reg. No. –KU201826193

Roll No. -190604275805


DECLARATION

I, Ankit Kumar Rai, Student of Jamshedpur co-operative college


Jamshedpur hereby declare that I am writing an interim report of Shree
Gopal Auto pvt. Ltd. (Maruti Suzuki) Customer Satisfaction in the
academic year 2020-2021. The information submitted by me is true
and original to the best of my knowledge.

Signature

Executive Summary of Maruti suzuki

It was in 1970 that Sanjay Gandhi envisioned the manufacture of maruti which is
known popularly as the people’s car it is maruti which is known to give wheels to
the nation. The first car of maruti was rolled out on Dec. 14, 1983 after s
collaboration with Suzuki motors. Satisfaction is a person’s feeling of pleasure or
disappointment resulting from a comparing perceived performance in relationto
his or her expectation. If the performance falls short of expectation, the consumer
is dissatisfied.

If the performancematches the expectations, he consumer is satisfied. If t h e


performance exceeds expectation, the customer is highly satisfied or delighted. In
today’s competitive scenario firms consistently tries tosatisfy his existing
customer to get more customers in everyregards. To meet the desired
expectation of customerscompanies has to look around all aspects of products
services and of course market condition, otherwise they may be out of the race.

Automobile industry has the same competitiveness and every firm in the industry
is consistently working for enhancing their product and services.

The study widely concentrates on the level of satisfaction amongst customers for
which I did Exploratory Research to check the satisfaction level amongst the
customers of Maruti as the popular punch line also says ―Count On Us.‖

INTRODUCTION OF THE COMPANY

Shree Gopal Auto Pvt. Ltd. is one of the leading automobile


dealerships of Maruti Suzuki. Shree Gopal Auto Pvt. Ltd. was incorporated
under the Companies Act and has its registered office at NH-28 Danapur
(Gopalganj). Mr Rajeev Kumar is the chairman of Shree Gopal Group who
established the organization in the year 2007.
HISTORY:-
Mr Rajeev Kumar is the chairman of Shree Gopal Group who established
the organization in the year 2007 when he acquired a dealership of Hero
Motorcycles, formerly a proprietary firm called “Shree Gopal Hero”. With
the motto of customer satisfaction, Shree Gopal Auto started its journey
with Maruti Suzuki in Gopalganj in the year 2013.

Being Maruti Suzuki’s largest and fast growing dealer in India, Shree
Gopal auto has extended its wings through a network of three showrooms,
three workshops and one True Value outlet across three cities of Bihar
(Gopalganj, Siwan, Bettiah).

Shree Gopal Auto is a one-stop-shop for sales, service, accessories,


finance and insurance, and is committed to deliver the best of Maruti
Suzuki to its customers. Shree Gopal Auto has been associated with Maruti
Suzuki since its inception, and has received several awards for sales,
service, parts and customer satisfaction. The focus on employee
satisfaction has made Shree Gopal Auto better equipped to respond to fast
changing customer demands.

At this point in time, Shree Gopal Auto is well positioned for further growth.
Shree Gopal Auto ensures to offer its customers a unique buying
experience, and matches that with an equal commitment to offer high
quality customer satisfaction and best-in-class after sales services.
ORGANIZATION CHART
OF THE CORPORATION
CEO

Finance HR Sales
Manager Manager Manager

Cash Insurance Quality Care Field Sales Assistant Sales


Manager Manager Manager Manager Manager

Employee 1 Employee 1 Employee 1 Employee 1 Employee 1

Employee 2 Employee 2 Employee 2 Employee 2 Employee 2

Employee 3 Employee 3 Employee 3


Objectives :-
The objective of this project is to conduct the Customer
Satisfaction Survey for MarutiSuzuki and recording, analyzing and interpreting the
wants and expectations of customers. For the company, it is essential to know
whether customers are satisfied or not with the Maruti Suzuki and services
provided by company.

Statement of the problems :


The purpose of conducting this research is to get the
actual idea about the experiences of customers and their satisfaction level with
Maruti Suzuki. What types of problem they face after purchasing the vehicles. The
purpose of conducting this research is also to find out expectations of customers
for Maruti Suzuki. Users were selected and then the analysis was formed
regarding the people’s beliefs, satisfaction and expectations about the Maruti
Suzuki. This was basically the problem that was discovered to conduct this project
i.e.“Customer satisfaction survey for Maruti Suzuki.”

Objective of the Study

Primary objective:-

1. Conduct customer satisfaction survey for Maruti Suzuki.

2. To find out customer expectation from Maruti Suzuki.

3. To study the factors those satisfy and delight thecustomer


Secondary Objective :-

1. To know the strategy of customer satisfaction by Maruti Suzuki

2. To know how maruti Suzuki improves customer relations

3. To know the current position of the company and new launches

4. To find out the different CRM at Maruti Suzuki

.
RESEARCH METHODOLOGY

Research methodology is a process to systematically solve the


research problem. It may be understood as a science of studying how
research is done scientifically. Why a research study has been
undertaken, how the research problem has been defined

-The question was presented in one to one interview with each of the
respondents.

-A Questionnaire was prepared to analyse the problem of the


customer.

-Responses of the concerned persons had been thoroughly analysed.

-Survey has been done out of the company covering a wide cross
section of the company .
BIBLIOGRAPHY

https://www.arenaofdanapur.com/about-us

Shree Gopal Auto pvt. Ltd. Homepage

https://www.marutisuzuki.com/corporate/about-us

You might also like