SYNOPSIS ON

“STUDY OF CUSTOMER SATISFACTION & PERCEPTION ABOUT MAHINDRA SUV’S CARS IN DELHI CITY”

SUBMITTED BY

NAME :

ENROLLMENT NO.:

UNDER SUPERVISION OF

———————————

Submitted in partial fulfillment of the requirements for qualifying
MASTER OF BUSINESS ADMINISTRATION

DATE OF SUBMISION

Institute Of Management Technology
Centre for Distance Learning,
Ghaziabad

1. TITLE OF THE PROJECT

“STUDY OF CUSTOMER SATISFACTION & PERCEPTION ABOUT MAHINDRA SUV’S CARS IN DELHI CITY”

2. STATEMENT OF THE PROBLEM

In recent years there have been many triumphs in technology especially in the field of SUV Cars. Marketing is a domain which is dynamic i.e. involves change, an important phenomenon not to be overlooked. It has come across a term “Unique Selling Proposition”(USP) which companies feel as a constant factor. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. In today’s competition conditions, which factors cause customer satisfaction, which variables change customer satisfaction in which ways and how these variables can be managed, for which segments which activities can be designed are the main questions that marketing managers must consider.

3. OBJECTIVES OF THE STUDY

1. To study the factors influencing the purchase decision of customer regarding Mahindra SUVs cars in Delhi city.
2. Comparative study of customer perceptions regarding Mahindra SUVs cars with other brands car.
3. To analyze overall satisfaction level of customers for Mahindra SUVs cars.
4. To analyze Customer opinion about Mahindra SUVs cars.

4. RESEARCH METHODOLOGY

Methodology: Primary Data

Method you will use to present data: Data collection will be done through questionnaire. The SPSS software will be used to analyze the data. Different types of graphs & Charts use to interpretation the findings diagrammatically. They are:

 Pie Charts
 Bar Graphs
 Likert scale:

Method you will use to classify data: PRIMARY DATA: Most of the information will be gathered through primary sources’. The methods that will be used to collect primary data are: Questionnaire and online interviews
SECONDARY DATA: The secondary data will be collected through:, internet sites and reference books
No. of respondent 50
Location of study:
Delhi

Explanation of the method:

Research methodology in a way is a written game plan for conducting research. Research methodology has many dimensions.
RESEARCH DESIGN:- The research design used in this study is both ‘Descriptive’ and ‘exploratory’.
SAMPLING TECHNIQUE:-
The selection of respondents will be doing on the basis of convenience sampling (Non- Probability). Basically I will use random sampling method.
A “Likert scale” is actually the sum of responses to several Likert items. These items are usually displayed with a visual aid, such as a series of radio buttons or a horizontal bar representing a simple scale.
5. COMPANY PROFILE.

Mahindra & Mahindra Limited is an India-based company. The Company operates in nine segments: automotive segment comprises of sales of automobiles, spare parts and related services; farm equipment segment comprises of sales of tractors, spare parts and related services; information technology (IT) services comprises of services rendered for IT and telecom; financial services comprise of services relating to financing, leasing and hire purchase of automobiles and tractors; steel trading and processing comprises of trading and processing of steel; infrastructure comprise of operating of commercial complexes, project management and development; hospitality segment comprises of sale of timeshare; Systech segment comprises of automotive components and other related products and services, and its others segment comprise of logistics, after-market, two wheelers and investment. During the fiscal year ended March 31, 2011, the Company acquired a 70% stake in Ssangyong Motor Company Limited. Today, our operations span 18 key industries that form the foundation of every modern economy: aerospace, aftermarket, agribusiness, automotive, components, construction equipment, consulting services, defense, energy, farm equipment, finance and insurance, industrial equipment, information technology, leisure and hospitality, logistics, real estate, retail, and two wheelers.

6. QUESTIONNAIRE

Dear Sir/ Madam,

I am ……………. student of MBA conducting a survey on “ANALYTICAL STUDY OF CUSTOMER SATISFACTION & PERCEPTION ABOUT MAHINDRA SUV’S CARS IN DELHI CITY” Kindly help me in my survey by filling this questionnaire.

Name : ……………………………….

Age : ……………………………….

Address : ……………………………….

Contact No : …………………………………

1. Do you have any car?
Yes • No •

2. For how long you have been associated with Mahindra SUV’S? (Tick in appropriate box)

a).6 months b).1 years

c).2 years d).4 years and more

3. After what time interval you get your vehicle serviced?

a).0-3 months b).3-6 months e).Not sure

c).6-9 months d).9-12 months

4. Do you get call from the authorized service centre about due date of servicing of your vehicle?

a). Yes b). No

5. Do they provide the online/telephone appointment facility?

a). Yes b). No

6. Were you contacted after service to check your satisfaction with service done?

a). Yes b). No

6. Do you have any kind of grievances with the authorized service station?

a). Yes b). No

If yes (kindly specify)

8. How do you rate the overall performance of Mahindra SUV’S regarding after sales service provided?

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

9. Are you satisfied with services and goodwill of Mahindra SUV’S Car?

• Totally satisfied
• Partially Satisfied
• Satisfied
• Not Satisfied
• Totally Dissatisfied

10.Why have you switched from earlier brand to Mahindra SUV’S?
• Advanced technology • Innovative product/new feature
• Influence of advertisement
• Any other

11. How likely you to recommend Mahindra SUV’S car to a friend or colleague?

• Very Likely
•Somewhat Likely
•Neither Likely nor Unlikely
•Somewhat Unlikely
•Very Unlikely

12. Do you have sufficient information was available on the internet to Mahindra SUV’S car?

• Strongly Agree
• Agree
• Neutral
• Disagree
• Strongly Disagree

13. What are your favourite things about this car??

• Price,
• Service
• Brand image
• Features
• Influence by other,

14. How would you rate Mahindra SUV’S cars?

• Excellent,
• Good,
• Very Good
• Satisfactory
• Poor

15. Do you feel the company takes into consideration your family’s needs and are they adaptable when needed?

• Most of the time
• Often
• Sometimes
• Rarely
• Almost never

16. Do you think Mahindra charges high to the products and services?

• Most of the time
• Often
• Sometimes
• Rarely
• Almost never

7. BIBLIOGRAPHY

1. Phillip Kolter, Marketing Management-2006 [12th edition]
2. Para pal Singh, Service Marketing- 2008 [ edition]
3. Evangelos Grigoroudis, Yannis Siskos: Customer Satisfaction Evaluation:
4. Methods for Measuring and Implementing Service Quality; Springer, 2010 – Consumer satisfaction – 313 pages
5. “sport utility vehicle”. Merriam-Webster. Retrieved 14 January 2014.
6. “SUV”. Merriam-Webster. Retrieved 14 January 2014.
7. “SUV vs. Crossover: What’s the Difference?”. Auto Trader. Retrieved 14 Janua
8. “Fact #726: SUVs: Are They Cars or Trucks?”. Vehicle Technologies Office (EERE). 7 May 2012. Retrieved 12 January 2014.
9. Yacobucci, Brent D. (2003-04-17). “Sport Utility Vehicles, Mini-Vans, and LightTrucks: An Overview of Fuel Economy and Emissions Standards”. CRS Report for Congress. Retrieved 2011-12-23.
10. www.scribd.com
11. www.google.com
12. www.mahindraxuv500.com
13. www.wikipedia.org

8. CHAPTERISATION

1. Introduction to the study
2. Company Overview
3. Objective and scope of study
4. Methodology (Details of methodology used in studying and collecting the data and issue will be described
5. Descriptive work (Descriptive work on the topic, this chapter will include analysis and interpretation of data tabulation and categorization)
6. Study report (Study report of other researcher will be observed and analyzed
7. Findings and Recommendation
8. Conclusion
9. References
10. Appendix-1 (Questionnaire prepared for conducting study will be attached and other papers which have not been mentioned above will be included).

9. PROFILE OF PROJECT GUIDE

Name :
Age :
Educational Qualification :
Professional Experience :
Organization :
Current Designation :
Brief Profile :
Address
House No. :
Street :
City :
State :
Country :
Mobile Number (10 digits) :
Email :