“Comparative Analysis of Customer after Sales Satisfaction

with different Automobile Manufacturers”

Submitted By :
VISHAL SISHODIA
(A0101909161)
MBA Class of 2011
Company Choosen Amity Business School

Tata Motors Limited is India's largest automobile company, with

consolidated revenues of Rs. 92,519 crores (USD 20 billion) in
2009-10. It is the leader in commercial vehicles in each segment,
and among the top three in passenger vehicles with winning
products in the compact, midsize car and utility vehicle segments

Maruti Suzuki India Limited (MSIL, formerly Maruti Udyog

Limited), a subsidiary of Suzuki Motor Corporation of Japan, is
India's largest passenger car company, accounting for majority of
the domestic car market

Started as an Engine making company and now is the World’s largest

Engine manufacturer. Pioneering in the field of Automobile
.

Founded in 1908, General Motors Corporation, one of the world's

largest vehicle manufacturer, designs, builds and markets cars
and trucks worldwide.
What Constitutes Customer Satisfaction Amity Business School

CRM • Reasonable Time to Schedule visit

time to get appointment fixed

Dealership • Fairness of Charge

Post Sales Customer Satisfaction

Friendly •Convenience Of Location

Service •Value of Service Received

• Spare parts Availability

Spare Parts •Spare parts Cost

Service • Ability to diagonize problems

Quality •Quality Of work performed

• Time To Service Vehicle

• Explanation Of Charges Service
•Explanation Of work performed Delivery
•Processing for Paying Service

• Honesty
Service
•Treat with courtesy and respect
Advisor
• Knowledge of Advisor & Explanation to FAQs

• Time Spent at dealership In-service

• Lounge Cleanliness Experience
Amity Business School
Amity Business School
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Respondents Profile

1 .Company Of the Brand owned

2 Respondent Time spent with the

Brand
 Amity Business School

Which Car Company do you own V/S how do you rate the service standards
and service quality provided

Inference: Maruti service standards and service quality are rated good as
compared with other brands
 Amity Business School

Which Car Company do you own V/S How do you rate the Spare parts Availability

Inference: Maruti Suzuki is rated high compared to Honda and GM on Spare parts Availability
 Amity Business School

Which Car Company do you own * How Do you rate Customer Relationship
Management (i.e. listening to requests, fulfillment of commitment, problem
resolution time etc).

Inference: Honda and maruti vehicles incur less problems as compared to other brands
which shows superior product quality .
 Amity Business School

7 which brand you will prefer over others on following parameters?

BRAND MARUTI TATA HONDA GM

CRM
Spare Pars Availability

Service Delivery Time

Dealership Network

Inference: Maruti Suzuki is rated high owing to its vast dealer network and spare
parts availability. But need to work on its service time delivery
 AMITY BUSINESS SCHOOL

3000
2700
2400
2100
1800
1500
1200
900
600
300
0
Sales outlet cities covered dealer service maruti city covered by true value
Authorized service outlet
service

FY 2003-04 FY 2004-05 FY 2006-07 FY 2007-08 FY 2008-09

DEALER NETWORK:INDIA Amity Business School

Amritsar
Jalandhar
Ludhiana
Chandigarh Patiala
Karnal
Delhi

Jaipur Agra
Lucknow
Ahmedabad Kanpur

Vadodara Bhopal
Rajkot Kolkatta
Surat Nagpur
Nasik
Aurangabad Raipur Bhubaneshwar
Mumbai

Pune Vizag
Hyderabad

Vijayawada
Goa
Present Plan
Bangalore
Cities : 55 71
Mangalore
Calicut
Chennai Outlets : 105 135
Coimbatore
Cochin
Madurai
Trivandrum
Conclusion Amity Business School

Dealership Network
Customer Has Options

Good In-service Experience

Customer Wants More Than Quality
Excellent after sales
Customer Satisfaction

Spare Parts Availability

Customer Is Aware
Recommendation Amity Business School

HOW AND WHAT KEY TO BUSINESS SUCCESS

SERVICE COVERAGE RATIO

NO. OF CARS SERVICED
= NO. OF CARS DUE

JOB FLOW STANDARDISATION

PROFIT
CUSTOMER
+
SATISFACTION H H REPURCHASE

NETWORK COVERAGE KEY

SERVIC
SERVICE CAPACITY

SERVICE COVERAGE
RATIO

ADEQUA
Thank you