Survey and Analysis of M&M

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A Survey and Analysis of various Tangible & Intangible Issues of Customer Satisfaction in After Sales Service of M&M vehicles

Report Submitted for the partial fulfilment of requirement of
The award of Degree of PGDM by
Soumya Kanti Ghoshal
PGDM No: 11052

Work Carried Out At
MAHINDRA & MAHINDRA
KOLKATA

Under the Supervision of
Koushik Ghoshal
Area Customer Care Manager
KOLKATA

* CERTIFICATE BY ORGANISATION GUIDE

* CERTIFICATE BY FACULTY GUIDE

This is to certify that PGDM No. 11052 Mr. Soumya kanti Ghoshal of PGDM Batch 2011-13 has satisfactorily completed Summer Internship Project titled A Survey and Analysis of various Tangible & Intangible Issues of Customer Satisfaction in After Sales Service of M&M vehicles at Kolkata, Westbengal from 03-04-2012 to 05-07-2012 to partially fulfil the requirements of the PGDM program under my guidance.

Signature: Date: Name: Prof. Malathi Sriram
Designation:
SDM Institute for Management Development, Mysore

* EXECUTIVE SUMMARY

Dissertation Title: Survey and analysis of various tangible & intangible issues of customer satisfaction in after sales service. Company Name: Mahindra & Mahindra
Name: Soumya Kanti Ghoshal
PGDM No: 11052
The project was carried out at Mahindra & Mahindra in Kolkata. The main objective of the study is to find out the customer satisfaction level in after sales service. The survey was conducted in dealerships and their service centres in Kolkata. The study includes in depth analysis of many factors that influence the service pattern of various service centres. Primary and secondary research was performed in this course. Primary data was collected by interviewing and surveying the customers who came for servicing and the secondary data was collected from the organisation and from dealerships. Major factors that customer looks for in a service centre are: 1) Quality of work

2) Delivery time
3) Cost
The project was carried out by visiting the service centres to gain first-hand experience of the conditions of the market and to gain an insight within the automobile market. Recommendations and findings are provided in the end so as to help the company in refining its servicing strategies and to get a better description of its position in the market vis-à-vis its competitors. The various stages in the project are: * Understanding the organisation

* Understanding the customer need
* Preparing questionnaire and refinement
* Survey and Analysis
The detail analysis of the above mentioned stages will be given in the report.
Signature of Student Signature of Supervisor

Soumya kanti GhoshalKoushik Ghoshal
Date: (Area Customer Care Manager) Mahindra & Mahindra, Kolkata *

*
* ACKNOWLEDGEMENT

I would like to thank SDM Institute for Management Development for giving me the opportunity to work on my summer internship project. I take this opportunity to express my gratitude and deep regards to my guide Prof. Malathi Sriram for her guidance and encouragement. I am thankful to Mr. Koushik Ghoshal for granting me this splendid opportunity to work on this project. I would also like to express my gratitude towards all the members of Mahindra & Mahindra and Dealers for supporting and giving me the useful information throughout the project. .

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