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.



Bibliography: BOOKS * PHILIP KOTLER, KEVIN LANE KELLER, ABRAHAM KOSHY, MITHILESHWAR JHA, 2009, “Marketing Management-A South Asian Perspective”, 13th Edition, Pearson Education * ROBERT H. CARVER, JANE GRADWOHL NASH, 2007, “Doing Data Analysis with SPSS”, Thomson Brooks/Cole * COMPANY MAGZINES AND MANUALS

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