CUSTOMER SATISFACTION

1. CUSTOMER SATISFACTION OF
SWIFT DZIRE VEHICLES AT INDUS
MOTORS KOTTARAKKARA
SUBIN BABU
Reg.no:12455053
28-08-2014

2. STATEMENT OF THE PROBLEM
• Companies have come to realize that it may
be much more expensive to attract new
customers than to retain existing customers
• Customer satisfaction studies have become an
integral part of the retention and loyalty
programs of many firms

3. OBJECTIVES
• To find out the customer satisfaction of Swift
Dzire with respect to Indus motors
• To identify the merits and demerits of services
provided by Indus Motors
• To make suggestions to improve the services
and to overcome the problem faced by Indus
motors

4. RESEARCH METHODOLOGY
• Descriptive research
• Primary data
o Questionnaire -
 100 samples from Indus Motors kottarakara
 100 respondents-Swift Dzire
• Tools for analysis
o Percentage analysis
o T-test
o KRUSKALWALLIS TEST
• Period of study: 45 days

5. FINDINGS
• Above half of the respondents are of satisfied with
the power
• Majority of the respondents are of satisfied with
the quality
• About 52% of the respondents feel good on the
driving comfort
• Majority feel good space of the product
• 66% of the respondents feel good satisfaction
level of technology

6. FINDINGS(Cont’d)
• 64% of the respondents feel good on mileage
• Major proportion of respondents feel good on
handling of the product
• 59% of the respondents are satisfied with the
maintenance of the product
• Majority of the respondents shows good
satisfaction level of safety
• About 58% respondents feel good satisfaction
of breaking

7. FINDINGS(Cont’d)
• About 65% of the respondents show a good
satisfaction level regarding the air conditioner.
• About 65% of the respondents show a good
satisfaction level towards the delivery process
of the product
• About 65% of the respondents show a good
satisfaction level towards the showroom facility
• The major proportion (68%) of the respondents
shows a good satisfaction level towards the test
drive.

8. FINDINGS(Cont’d)
• A major part, 63%, of the respondents shows a
good satisfaction level towards the service of
the product
• About 76% of customers are agreeing to
purchase next time
• Majority of customers agree to recommend
others to purchase swift dezire
• About 57% of the respondents agree that they
are satisfied with the performance and by the
purchase of swift dezire

9. SUGGESTIONS
• The company may think on the space provided
by the product as a valid proportion has only
average satisfaction on this factor
• Provide after sales service to customers to
achieve a good brand image
• Implement good customer relationship
management strategy to enhance customer
satisfaction level

10. SUGGESTIONS (Cont’d)
• As majority of customers are of the opinion that
they are satisfied with the services offered, the
company should not only maintain the existing
features and standard but also enhance them.
• Frequent survey and assessment on the customer
satisfaction will enable the company to take
measures at proper time to solve problems faced
by customers. This help in achieving the trust and
preference of customers.

11. CONCLUSION
• Businesses monitor customer satisfaction in
order to determine how to increase their
customer base, customer loyalty, revenue,
profits, market share and survival.
• . Customer satisfaction in turn hinges on the
quality and effects of their experiences and
the goods or services they receive.

12. CONCLUSION (Cont’d)
• This study helped in identifying the
satisfaction level of customers to Maruti
Suzuki India Private Ltd at Indus Motors.
• It is found that the customers have a good
satisfaction level towards the product and
services offered by the company
• The company needs to maintain it to achieve
future success.

13. Thank You