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PROJECT REPORT
ON
“MEASUREMENT OF CUSTOMER SATISFACTION”
UNDERTAKEN
AT
THE KATARIA AUTOMOBILES LTD.
SUART (NANAVARACHHA).
SUBMITTED BY:
SURYAVANSHI NILESH G.
MBA
Guided By
MR. NARESH KAPADIYA
Date:
Place: Surat
MUMBAI SCHOOL OF BUSINESS,
SURAT CAMPUS
SHAH AMIT.L
“When you do nothing, you feel overwhelmed and powerless.
But when you get involved, you feel the sense of hope and
accomplishment that comes from knowing you are working to
make things better.”
1. PURPOSE OF STUDY:
This project report contains the topic on “MEASUREMENT OF CUSTOMER
SATISFACTION LEVEL” at Kataria Automobiles Ltd, (VARACHHA) SURAT.
2. OBJECTIVES:
The primary objective is to know the satisfaction level of the kataria
automobiles ltd customers.
The secondary objectives are
1) To know from which media, customer comes to know about the Kataria
Automobiles Ltd. Surat (varachha).
4) To know there is relationship between car model & occupation and car
& income.
5. Statistical Tools:-
For analysis purpose, SPSS (Statistical Package for Social Science) soft
ware was used through which I had done different tests for the data
analysis and interpretation purpose like (One sample T test, Chi square
test, Cross tabulation).
Out of the total respondents of 150 customers, 111 of the total customers
contacted by kataria tale staff to check customer satisfied with the
service or not and 39 customers not contacted after service by the kataria
automobile ltd tale staff.
Out of 150 customer interviewed, it is found that 42% of customer it
means total 63 customers are do there car service on kms bases and 58%
of customer it means 87 customer are do there car service on a time
bases or after some months.
All the customers surveyed at kataria automobile ltd Surat (varachha) are
using the after sales service provided by the dealer.
According to serve most of the parameter like the time spent waiting, to
speak to a service advisor, Process of bill paying up for service, Timely
delivery of vehicle, Faimess of charges, Cleanliness & appearance of
vehicle, Understanding of problem with the vehicle, Emergency services
provided at the time of failure of vehicle on road, customer are satisfied.
Customers are more than agree but not strongly agree with after sales
service help in building Brand equity of Maruti Suzuki cars.