15-06-2013, 11:18 AM
A STUDY ON SATISFACTION LEVEL OF SWIFT CAR OWNERS IN SURAT CITY
Objectives:
(A) To analyse whether customers are satisfied or not after purchasing their car.
(B) To analyse whether they are satisfied with the make of the car.
© To know how the company staff responded to consumer at the time of sales discussion.
(D) To study sales & service satisfaction of consumer.
FINDING:
1. Out of 246 respondents in which 235(95.23%) respondents are male and 11(4.47%) respondents are female.
2. Out of total,12(5%) respondents are student, 174(71%)Respondents are businessmen,35(14%) respondents are servicemen, 10(4%) respondents are house wife and 15(6%) respondents are from the other occupation.
3. 221(89.84%) respondents are says the sales consultant are knowledgeable and able to understand and answer their queries while 25(10.16%) respondents who are not satisfied from sales person.
4. 231(93.90%) respondents are got their new car delivery at promise date and time from dealer while the 15(6.10%) respondents are got late delivery of their new car from dealer.
5. 229(93.08%) respondents who are satisfied with the post sales follow up conduct by dealer and 17(6.92%) respondents who are dissatisfied with the post sales follow up conducted by dealer.
6. The consumer experience with dealer is found to be satisfactory. Probably 80 %(excellent & good) respondent looking happy.
7. 211(85.77%) respondents are satisfied with service charges which is better response for the company while 35(14.23%) respondents are not satisfied with charges pay for service.
8. 226(91.87%) respondents are satisfied with the post service follow up conducted by SUZUKI authorised dealer while 20(8.13%) respondents are dissatisfied with the post service follow up.
9. 202(82%) respondent are satisfied after the service and 44(18%) respondents are dissatisfied after the service due to the some reason like as poor service, delayed service, ignorance of complain, & any other.
Suggestion:
A) Out of total 246 respondents in which 82% consumers are satisfied for service of their car while 18% consumers are dissatisfied for service due to some reason like as poor service, Delayed service, Ignorance of complain and other reason so, company should make improvement on that.
B) The consumer experience with dealer is found to be satisfactory probably 80% are excellent and good. So, the company try to make better relation with dissatisfied respondent.
C) The company should develop a good training programme for the workers of service centers.