Declaration

I hereby declare that the project work at Mandovi Motors Private Limited

is the original work done by me as per the requirements of the curriculum of

M.B.A. course of Bangalore University and submitted to R.K. Institute of

Management and Computer Science, Sarjapur Road, Bangalore.

Date: Fawwaz Ali

Place: : Bangalore (Reg. No. 01JPCM2013)

A Study on Customers Perception
towards after sales service at
Mandovi Motors Private Limited

Submitted in partial fulfillment of

the requirements for the award of
degree for
Master of Business Administration
of Bangalore University

Submitted by
FAWWAZ ALI
Reg. No.
01JPCM 2013

Under the Guidance of

Mr. MATHEW PHILIP

2002 - 2003
 R.K. Institute of Management and Computer
Science
Sarjapur Road, Bangalore-34

CONTENTS
Chapter Title Page No.
1 EXECUTIVE SUMMARY 1-6
2 INTRODUCTION 7-13
 Background of the Study
 Statement of the Problem
 Need and Importance of the Study
 Objectives of the Research
3 REVIEW OF LITERATURE 14-17
 Purpose
 Methodology
 Conclusion
4 METHODOLOGY 18-22
 Type of Research
 Sampling Technique
 Sample Size
 Sample Description
 Instrumentation Techniques
 Actual Collection of Data
 Tools used for Testing of Hypothesis
 Other Software used for Data Analysis
PRESENTATION AND ANALYSIS OF DATA
5 23-78
AND INTERPRETATION
 Hypothesis
 Table : Presentation of Data
 Conclusions from the Analysis
6 SUMMARY AND CONCLUSION 79-83
  Conclusions from the Study
 Implications
 Suggestions
Copy of the Instrumentation Technique
Bibliography
 TABLE OF CONTENTS

Table No. Title Page No.

Table - 1a Showing the types of car Customers owned 25

Showing the model of the car which customers

Table - 1b 27
owned

Showing New and Second Hand cars purchased

Table - 1c(i) 29
by the customers

Showing Customers Purchased new cars from

Table - 1c(ii) 31
these dealers

Showing Total Kms currently have on their

Table - 1d 33
vehicles

Showing after how many months customers get

Table - 1e 35
their vehicle service

Showing the M.J.P.N. customers and customers

Table - 2 37
from other workshops.

Showing different workshops where customers go

Table - 3 39
for vehicle service.

Table - 4a Showing awareness of Mandovi at J.P.Nagar 41

Showing how customers came to know about

Table - 4b 43
Mandovi J.P.Nagar workshop.

Showing level of customers satisfaction with their

Table - 5a 45
service provider.

Showing the recommendation by customers to

Table - 5b 47
their friends / relatives

Showing whether customers would go for

Table - 5c 49
consequent service

Showing the rates considered by customers for

Table - 6 51
after sales service.

Showing the rates of staffs considered after sale

Table - 7 53
service by customers
Table - 8 Showing the delivery of car at promised time. 55

Table - 9 Showing timing of workshops on convenient 57

Showing problems faced by customers after

Table - 10a 59
service

Table - 10b Showing the problems solved by customers 61

Showing customers were greeted when they

Table - 11 63
arrived at workshop first time.

Showing reminders from service provider to

Table - 12 65
customers for next service

Showing contacts from service provider to

Table - 13 67
customer after service

Showing service providers attention focused on

Table - 14 69
customers.

Showing service provider ability to provide

Table - 15 79
complete answers to customers questions.

Showing fulfillment of commitments made during

Table - 16 73
the service process

Showing relationship between customers and

Table - 17 75
service providers

Showing customers expectation at Mandovi

Table - 18 77
J.P.Nagar
 GRAPHS

Table No. Title Page No.

Graph - 1a Showing the types of car Customers owned 26

Showing the model of the car which customers

Graph - 1b 28
owned

Showing New and Second Hand cars purchased

Graph - 1c(i) 30
by the customers

Showing Customers Purchased new cars from

Graph - 1c(ii) 32
these dealers

Showing Total Kms currently have on their

Graph - 1d 34
vehicles

Showing after how many months customers get

Graph - 1e 36
their vehicle service

Showing the M.J.P.N. customers and customers

Graph - 2 38
from other workshops.

Showing different workshops where customers go

Graph - 3 40
for vehicle service.

Graph - 4a Showing awareness of Mandovi at J.P.Nagar 42

Showing how customers came to know about

Graph - 4b 44
Mandovi J.P.Nagar workshop.

Showing level of customers satisfaction with their

Graph - 5a 46
service provider.

Showing the recommendation by customers to

Graph - 5b 48
their friends / relatives

Showing whether customers would go for

Graph - 5c 50
consequent service

Showing the rates considered by customers for

Graph - 6 52
after sales service.

Showing the rates of staffs considered after sale

Graph - 7 54
service by customers
 Graph - 8 Showing the delivery of car at promised time. 56

Graph - 9 Showing timing of workshops on convenient 58

Showing problems faced by customers after

Graph - 10a 60
service

Graph - 10b Showing the problems solved by customers 62

Showing customers were greeted when they

Graph - 11 64
arrived at workshop first time.

Showing reminders from service provider to

Graph - 12 66
customers for next service

Showing contacts from service provider to

Graph - 13 68
customer after service

Showing service providers attention focused on

Graph - 14 70
customers.

Showing service provider ability to provide

Graph - 15 72
complete answers to customers questions.

Showing fulfillment of commitments made during

Graph - 16 74
the service process

Showing relationship between customers and

Graph - 17 76
service providers

Showing customers expectation at Mandovi

Graph - 18 78
J.P.Nagar
 ACKNOWLEDGEMENT

I would like to take this opportunity to express my sincere thanks and

indebtedness to my project guide Prof. Mathew Philip for his invaluable
guidance and encouragement while planning, executing and completion of this
project work. How much I owe to his in difficult to express in words.

I have great pleasure in expressing my gratitude to the help and

cooperation that I received especially from Mr. B.V.Balakrishna, Senior GM
Operation, for having accorded me the opportunity to undertake this project.

I also take opportunity to thank our Director, Dr. P.N.Reddy for his
encouragement during the project. Again, I would like to thank all our faculties,
who have helped me in completion of my project by their invaluable guidance
and encouragement.

My special thanks are also there for all my relatives and friends, who
stood beside me and encouraged me in completing my project.

Last but not the least, I would like to thanks to all those officials of the
companies for their cooperation and help, without which I would not have
completed my study.

Date: Fawwaz Ali

Place: (Reg.No.01JPCM2013)
 Certificate from the Guide

Certified that this dissertation titled "A Study on Customers

Perception towards after sales service at Mandovi Motors

Private Limited", is based on an original project study conducted

by Fawwaz Ali bearing Reg.No. 01JPCM 2013 of IV Semester MBA

under my guidance.

This dissertation has not formed the basis for the award of

any other degree / diploma by Bangalore University.

Place : Bangalore Mr. MATHEW PHILIP

Date : Guide