UNIVERSITY OF MUMBAI

PROJECT REPORT ON
AFTER SALES SERVICE OF S.K.WHEELS PVT LTD
IN PARTIAL FULLFILLMENT FOR MASTERS OF COMMERCE
2013-14
PROJECT GUIDE
PROF. Seema Somani
SUBMITTED BY:
PANKAJ.B.RATHOD
ROLL NO
3790

MAHATAMA EDUCATION SOCIETYS

PILLAIS COLLEGE OF ARTS, COMMERCE & SCIENCE
NEW PANVEL

DECLARTION
I, PANKAJ RATHOD student of M.COM-I, MAHATMA EDUCATION
SOCIETYS PILLAIS COLLEGE OF ARTS, COMMERCE &
SCIENCE, hereby declare that I have completed the project report on
AFTER SALES SERVICE OF S.K WHEELS PVT LTD in the academic
year 2013-2014. The information submitted by me is true & original to
best of my knowledge.

Signature

MAHATMA EDUCATION SOCIETYS

2

PILLAIS COLLEGE OF ARTS, COMMERCE, SCIENCE

NEW PANVEL
CERTIFICATE
To whomsoever it may concern
This is to certify that the work entered in this journal is the work of
PANKAJ RATHOD from MCOM PART-I have successfully completed
a project report on the AFTER SALES SERVICE OF S.K. WHEELS.
Topic terms of the year 2013-2014 in the college as laid down by the
college authority

Professor /Guide name

MCOM Co-Ordinator

Mrs. Seema /somani

Mr. Gajana Wader

_______________________

______________________

DATE: _________

________________
External Examiner

INDEX
SR.NO

Contents

Page number

Executive summary

1.1

Introduction

1.2

Scope of the study

1.3

Objective of the study

2.1

Research Methodology

10

2.2

Limitation

14

Chapter

3.1

Company profile

15

Chapter

4.1

Data analysis and interpretation

20

Chapter

Conclusion

35

Chapter

Suggestions

36

Chapter

Bibliography

37

Chapter

Appendices

38

Chapter

Chapter

Executive Summary
Periodic or as required maintenance or repair of equipment by its manufacturer or
supplier, during and after a warranty period. In some cases, after-sales service can
be almost as important as the initial purchase. The manufacturer, retailer, or
service provider determines what is included in any warranty (or guarantee)
package. This will include the duration of the warranty traditionally one year from
the date of purchase, but increasingly two or more years maintenance and/or
replacement policy, items included/excluded, labor costs, and speed of response.
In the case of a service provider, after-sales service might include additional
training or helpdesk availability. Of equal importance is the customer's perception
of the degree of willingness with which a supplier deals with a question or
complaint, speed of response, and action taken.

After-sales service The provision after goods have been sold of services which
make them more useful to customers. This can include advice on and training in
the use of the product; routine maintenance, servicing and repairs in the event of
breakdown; provision of materials and spare parts; replacement under warranty in
the event.

S. K. Wheels deals with Maruti Cars - 4 wheelers. In fact we are having one of the
biggest & state-of-art technology Maruti showroom in India admeasuring
1,00,000 sq. feet area. This comprises 16,000 sq. ft of Vehicle Display; 25,000
sq.ft of Service Area comprising 49 working bays. Ideally located on the Thane
Belapur road. The best attraction & concentration will be the service area
capacity to service about 150 cars a day working from 8am to 8pm - Sundays
open.

Some of the objectives of after sales service on sk wheels and research

methodology is been discussed below

Objectives
To study the concept of After sales service.

 To understand after sales service policies ok S.K. Automotives.

To evaluate the importants of after sales service in customer decision making
process.
To know the importants of after sales service in the companies over all activity.
To know the merits and demerits of after sales service.

Research methodology:

1. Primary data collection

Primary data is first hand information collected for research purpose.
It is fresh data as it is collected directly from the source.
Data was collected from S.K. Automotives through interview method.

2. Secondary data collection

Secondary data is second hand information which is taken from some source.
For e.g. the source include books, journals, internet, newspaper, etc.
The data collected about the company are from internet or newspaper.

CHAPTER: I
1.1 INTRODUCTION
6

Customer satisfaction, a businessterm, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business and is part of the four of a Balanced
Scorecard.
In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy.
However, the importance of customer satisfaction diminishes when a firm has
increased bargaining power. For example, cell phone plan providers, such as
AT&T and Verizon, participate in an industry that is an oligopoly, where only a
few suppliers of a certain product or service exist. As such, many cell phone plan
contracts have a lot of fine print with provisions that they would never get away if
there were, say, a hundred cell phone plan providers, because customer
satisfaction would be way too low, and customers would easily have the option of
leaving for a better contract offer.
Measuring customer satisfaction
Organizations need to retain existing customers while targeting noncustomers.Measuring customer satisfaction provides an indication of how
successful the organization is at providing products and/or services to the
marketplace.
Customer satisfaction is an abstract concept and the actual manifestation of the
state of satisfaction will vary from person to person and product/service to
product/service. The state of satisfaction depends on a number of both
psychological and physical variables which correlate with satisfaction behaviors
such as return and recommend rate. The level of satisfaction can also vary

depending on other factors the customer, such as other products against which the
customer can compare the organization's products.

CUSTOMER SATISFACTION
The word satisfaction comes from the Latin word satis (Enough) and faction
(to do or make). These words suggest the true meaning of Satisfaction, which is
fulfillment. Managerially, fulfillment usually translate to solving problem and
satisfy the customer is not enough to produce high level of customer loyalty,
business needs to move beyond more satisfaction, to customer delight.
The Purpose of the Business:
Peter F. Drucker considered to be one of the leading management gurus in the
world, believes that the purpose of business to relate and then retain the satisfied
customer. Although the firm has to make the money, Drucker argues that making
money is a necessity and does not a purpose. It is in fact, the end result a desirable
outcome of creating satisfied customer. Theodore Levitt, ha Harward Business
professor, who explains by an analogy with human beings, express similar
sentiment / all human have to eat to survive, but eating is not-their purpose.
Furthermore making money does not provide a legitimate reason for society and
to support the moneymaking enterprise. A society supports businesses as they
survey its member by catering to their needs to leave them satisfy. Dissatisfying
enough customer and not only will these specific customer stop buying from the
firm, but the society at large will condemn the firm and may even panelized it
to the point of its extinction. In repose to such messages, co part of the corporate
mission and utilizes an understanding of the customer behavior as input to all its
marketing plans and decision.

1.2 SCOPE OF THE STUDY

8

Customer satisfaction is the ultimate aim of any business and there by business
entirely depend upon its customer for its survival and growth. So this study helps
the researcher a lot to do any business in future.
This project work was undertaken with a view to study the title of A STUDY
ON CUSTOMER SATISFACTION OF MARUTI S.K WHEELS AFTER
SALES SERVICE. It is also aims to find out the standards and qualities that the
customer expects.
From this study the preference and problem of the customer can be met. The
study helps to know the necessary change in the service, features and customer
feelings about service. The study will be usefull for the company to make changes
in price. Placement and promotion activities the study was conducted by doing a
survey of 50 respondents in Navi Mumbai. The results represented through tables
and chart. Suggestions and conclusion are also given at the end of the report.

1.3OBJECTIVES OF THE STUDY

Primary objective:
To undergo an in-depth study about Maruti SK Wheels after sales service.
Secondary objective:
1. To evaluate the attitude of customers towards S.K. WHEELS servicing.
2. To rate the satisfaction level.
3. To recommend suggestions to increase customer satisfaction where as there
in the areas where there is a chance of improvement.

Chapter: II
2.1RESEARCH METHODOLOGY

Research methodology refers to the systematic method consisting of enunciating

the problem, formulating hypothesis, collecting facts or data, analyzing the facts
and reaching certain conclusions either in the form of solutions towards the
concerned problem or in certain generalisations for some theoretical formulation.

RESEARCH PROBLEM
The research needs to know about the customer satisfaction derived from the
after sales service offered by S.K WHEELS PVT LTD, Navi Mumbai. There
exists of high level of competition in this sector. So the company wants to know
the present status of after sales service.

STATEMENT OF THE PROBLEM

The study is focusing on the development of strategies for effectively carrying
out the orientation training programmed. In order for that, there is a need for the
clear identification of factors directly or indirectly contributing to the
effectiveness of orientation training.

RESEARCH DESIGN
Research Design is the conceptual structure within which research is conducted. It
constitutes the blueprint for collection, measurement and analysis of data. The
design used for carrying out this research is Descriptive.
This research design focus attention on the following
a.
b.
c.
d.
e.

Formulation of objective of the study

Identify the methods of data collection
Selecting a suitable sample by using a valid sampling technique
Collection of data by using a reliable instrument
Analysis and interpretation of datd
10

f. Preparation of a detailed report

DATA TYPE: In this research the type of data collection is
Primary data
Secondary data

SAMPLING PLAN:
It is very difficult to collect information from every member of a population .As
time and costs are the major limitation that the researcher faces. A sample of 50
was taken the sample size of 50 individuals were selected on the basis of
convenient sampling technique. The individuals were selected from past and
existing list of the customers to form sample and data were collected from them
for the research study.

ANALYSIS AND INTERPRETATION:

Data collection through questionnaire resulted in availability of the desired
information but these were useless until there were analyzed. Various steps
required for this purpose were editing, coding and tabulating. Tabulating refers to
bringing together similar data and compiling them in an accurate and meaningful
manner. The data collected by
Questionnaire was analyzed, interpreted with the help of table, bar chart and pie
chart.

SAMPLE UNIT
The Customers of S.K WHEELS, Navi Mumbai are the sample unit in the survey.

SAMPLE SIZE
The sample size chosen for this study is 50

SOURCES OF DATA
11

Primary Data: Filling up questionnaire from past and existing customers of after
sales services.
Secondary Data: Books, newspapers, Websites, and data from company officials.

PRIMARY DATA
Primary data is the specific information collected by the person who is doing the
research. It can be obtained through clinical trials, case studies, true experiments
and randomized controlled studies. This information can be analyzed by other
experts who may decide to test the validity of the data by repeating the same
experiments.
There are many methods of collecting primary data and the main methods
include:
Questionnaires
Interviews
Focus group interviews
Observation
case-studies
Diaries
Critical incidents
Portfolios.

SECONDARY DATA
The secondary data are those which have already been collected by someone

12

else and have been passed through statistical process. The secondary data for this
study are already available in the firm's internal records, annual report, broaches.

DATA COLLECTION METHOD

The data collection method used in this research is survey method. Here the
data are systematically recorded from the respondents.

RESEARCH TOOL
A structured questionnaire has been prepared to get the relevant information from
The respondents. The questionnaire consists of a variety of questions presented to
the Respondents for their despondence. The various types of questions used in this
survey
Are:
Open ended questions
Closed ended questions

STATISTICAL METHODS USED

Statistical tools used for the purpose of evaluation are chi-square analysis. Chisquare this is conducted to find out whether there exists dependence relation
between quality of service and price of service.

2.2 LIMITATIONS OF THE STUDY

There are certain limitations.
13

o The respondents were reluctant to give correct information.

o Even though the customers gave correct information during the unstructured
interview conducted, they gave positive answer while answering the
questionnaire.
o The investigator intended to cover only few areas of Maruti Suzuki relevant to the
proposed study.
o As the study was done within a limited time, investigator could not select a
sufficiently large sample for the study.
o The sample size is fifty.

Chapter:III
3.1. COMPANY PROFILE
The Automotive industry in the Republic of India is one of the largest in the
world. It is the world's second largest manufacturer of motorcycles, with annual
14

sales exceeding 8.5 million in 2009. India's passenger car and commercial vehicle
manufacturing industry is the seventh largest in the world, with an annual
production of more than 2.6 million units in 2009. In 2009, India emerged as
Asia's fourth largest exporter of passenger cars, behind Japan, South Korea and
Thailand.
As of 2009, India is home to 40 million passenger vehicles and more than 1.5
million cars were sold in India in 2009 (an increase of 26%), making the country
the second fastest growing automobile market in the world. By 2050, the country
is expected to top the world in car volumes with approximately 611 million
vehicles on the nation's roads. A major chunk of India's car manufacturing
industry is based in and around the city of Chennai (also known as "Detroit of
India"), with the Indian city accounting for 60 per cent of the country's
automotive exports. Chakan corridor near Pune is an upcoming vehicular
production hub with General Motors, Volkswagen/ Skoda, Mahindra and
Mahindra in the process of setting up or already set up facilities
The Automotive industry in India is one of the largest in the world and one of
the fastest growing globally. India manufactures over 11 million 2 and 4-wheeled
vehicles and exports about 1.5 million every year. It is the world's second largest
manufacturer of motorcycles, with annual sales exceeding 8.5 million in 2009.
India's passenger car and commercial vehicle manufacturing industry is the
seventh largest in the world, with an annual production of more than 2.6 million
units in 2009. In 2009, India emerged as Asia's fourth largest exporter of
passenger cars, behind Japan, South Korea and Thailand.
As of 2009, India is home to 40 million passenger vehicles and more than 1.5
million cars were sold in India in 2009 (an increase of 26%), making the country
the second fastest growing automobile market in the world. By 2050, the country
is expected to top the world in car volumes with approximately 611 million
vehicles on the nation's roads. A major chunk of India's car manufacturing
industry is based in and around the city of Chennai (also known as "Detroit of
15

India"), with the Indian city accounting for 60 per cent of the country's
automotive exports. Chakan corridor near Pune, Maharashtra is another prominent
vehicular production hub with General Motors, Volkswagen/ Skoda, Mahindra
and Mahindra in the process of setting up or already set up facilities. Halol in
Gujarat, Gurgaon neighboring New Delhi, Aurangabad in Maharashtra, and
Kolkatta in West Bengal are some of the other automotive manufacturing regions
around the country.
Foreign automotive companies in India:
Vehicles manufactured or assembled in India
BMW India: 3 Series, 5 Series, 1 Series.
Fiat India (in collaboration with Tata Motors): Grande Punto, Linea, PalioStile.
Ford India: Ford Figo, Ikon, Fiesta, Endeavour.
General Motors India
Chevrolet (CSPIL): Spark, Beat, Aveo U-VA, Aveo, Optra, Cruze, Tavera.
Honda Siel: Jazz, City, Civic, Accord.
Hyundai Motor India: Santro, i10, i20, Accent, Verna Transform, Sonata
Transform.
Mahindra Renault: Logan
Maruti Suzuki: 800, Alto, WagonR, Estilo, A-star, Ritz, Swift, Swift DZire, SX4,
Omni, Versa, Eeco, Gypsy, Grand Vitara

Mercedes-Benz India: C-Class, E-Class.

16

Mitsubishi: (in collaboration with Hindustan Motors)Lancer, Lancer Cedia, Pajero

Nissan Motor India: Micra.

Toyota Kirloskar: Corolla, Innova, Camry.

Volkswagen India: Polo, Jetta, Passat.

Audi India: A4, A6, Q5.

koda Auto India: Fabia, Octavia, Laura, Superb

S.K. WHEELS Pvt. Ltd. The authorized Maruti dealers has become No. 1
Dealer in MUMBAI.With an all time record sale of 28447 Maruti cars in the
financial year 2008-09. The No. 1 Marutidealer in Navi Mumbai becomes No. 1
in Mumbai. No other Maruti dealer in India has been able to reach such heights
within one year, S.K. WHEELS Pvt. Ltd. The authorized Marutidealer has
become No. 1 Dealer in Mumbai. With an all time record sale of 26833 Maruti
cars in the financial year.With an all time record sale of 26833 Maruti cars in the
financial year 2008-09.

Values and Beliefs

The enduring belief that our corporate destiny is inextricably entwined with
those of our employees and customers carries us towards a profitable and ethical
business model.

Quality Policy
Customer satisfaction through quality services achieved by through constant
adherence and continual improvement in quality services and systems following
17

P.D.C.A (Plan, Do, Check Act) technique in all our functions and actions
complying with the requirements.

Major Departments

Sales

Service

True Value

Spares

Accessories

Sales support ( MI, MF,EW and Autocard )

Institute

MDS

S.K WHEELS Services Package: We are providing a comprehensive

Service Package absolutely free for vehicles purchased from S.K.
WHEELS with lot of benefit to the customer. Maruti Extended
WarrantyMaruti Extended Warranty has been specially devised to
offer you extreme driving pleasure during the ownership of the
18

vehicle. This program is run by Maruti Suzuki India Limited itself and
hence it offers you the best protection against repairs. This policy
commences at the expiry of the primary warranty period and the
duration will up to warranty years. Benefits under Extended
WarrantyMaruti assurance Can approach any dealer in the country
for warranty jobs Dealer take the warranty decision, so no delay for
the customer Total peace of mind, full replacement against
manufacturing defect full labour free for warranty replacement. Better
resale value even if the vehicle is sold before 4 years only nominal
price for extended warranty.Maruti Genuine AccessoriesMaruti has
introduced wide range of genuine Accessories for different models for
improving comfort and appearance.
Wide range of auto accessories under one roof
Easy ordering from a single source.
World class quality
Competitive price value
Proper fitment
Compatibility with vehicle systems
Validity of warranty
Their Profile :
1st dealership in Navi Mumbai in 1999
2nd in khopoli in 2003

No. 1 Dealer in India, Record Sale of 28447 cars

CHAPTER IV
19

4. DATA ANALYSIS AND INTERPRETATION

TABLE 4.1: AGE WISE CLASSIFICATION
Age Group

No. of respondents

Below 25

10

25-35

15

35-45

12

45-55

Above55

CHART 4.1: AGEWISE CLASSIFICATION

No. of respondants
16
14
12
10

No. of respondants

8
6
4
2
0
Below 25 25-35

35-45

45-55 Above55

INTERPRETATION:
Most of the respondents are between twenty five& thirty-five.

TABLE 4.2: GENDER WISE CLASSIFICATION

20

Gender

No. of Respondents

Male

38

Female

12

total

50

CHART 4.2: GENDERWISE CLASSIFICATION

No. of Respondents

Male
Female

INTERPRETATION:
The above graph shows most of the respondents are males.

TABLE 4.3: PROFESSION

21

Q3
Student
Govt. Employee

% of respondents

Doing own business

Other

No. of respondents
18
22

9
11

32
28

26
14

CHART 4.3: PROFESSION

% of respondants
35
30
25
20
15
10
5
0

% of respondants

INTERPRETATION:
Most of the respondents are doing own business

22

TABLE 4.4: AWARNESS ABOUT S.K WHEELS

No. of
Q
News Paper
Friends
Relatives
Sales Executive
TV
Others

% of respondents
30

respondents
15
8
9
10
5
3

16
18
20
10
6

CHART 4.4: AWARNESS ABOUT S.K WHEELS

% of respondents
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%

% of respondents

INTERPRETATION:
Most of the respondents are induced by newspapers.

TABLE 4.5: REASON FOR BUYING

23

Q
Low Price

% of respondents

After Sales Service

Attractive Brand
Location
Service Quality

No. of respondents
14

24
18
16
28

12
9
8
14

CHART 4.5: REASON FOR BUYING

% of respondents
30
25
20
15
10
5
0

% of respondents

INTERPRETATION:
Most of the respondents buy a vehicle from Indus because of service quality.

TABLE 4.6: OVERALL QUALITY OF SERVICE

24

Q
Excellent
Good
Average
Below avg
Poor

% of respondents
42
22
12
14
10

No. of Respondents
21
11
6
7
5

CHART 4.6: OVERAALL QUALITY OF SERVICE

% of respondants
45
40
35
30

% of respondants

25
20
15
10
5
0

Exellent

Good

Average Below avg

Poor

INTERPRETATION:
Mostof the customersagreed that the overall quality of service they received from
S.K. WHEELS is excellent.

TABLE 4.8: COMPLAINT HANDLING

Q
Excellent
Good
Average

% of respondents

No. of Respondents
32
24
20

25

16
12
10

Below avg
Poor

14
10

7
5

CHART 4.8: COMPLAINT HANDLING

% of respondants
Exellent
Good
Average
Below avg
Poor

INTERPRETATION:
Most of the respondents said that the quality of service in S.K. WHEELS is
excellent.

TABLE 4.9: LIKELINESS OF USE IN FUTERE

Q
Very likely
Likely
May Be
Unlikely

% of respondents
42
16
14
18
26

No. of respondents
21
8
7
9

Very unlikely

10

CHART 4.9: LIKELINESS OF USE IN FUTERE

% of respondents
45
40
35
30
25
20
15
10
5
0

% of respondents

INTERPRETATION:
Most of the respondents are very likely to use S.K. WHEELS for servicing and
repairs in future. .

TABLE 4.10: SERVICE PRICE

Q
Highly satisfied
Satisfied
Indifferent
Dissatisfied
Highly dissatisfied

% of respondents
28
36
16
12
8

27

No. of respondents
14
18
8
6
4

CHART 4.10: SERVICE PRICE

% of respondents
Highly satisfied
Satisfied
Indifferent
Dissatisfied
Highly disatisfied

INTERPRETATION:
The above analysis concludes that most of the respondents are highly satisfied
with Maruti S.K. WHEELS service price.

TABLE 4.11: TIMELY DELIVERY OF PRODUCT

% of
Q
Strongly agree
Agree
Neutral
Disagree
Highly disagree

No. of

respondents

Respondents
34
24
20
14
8

CHART 4.11: TIMELY DELIVORY OF PRODUCT

28

17
12
10
7
4

% of respondents
Strongly agree
Agree
Nuetral
Dissagree
Highly disagree

INTERPRETATION:
Majority of the customers strongly agreed that they always get their vehicle
after service on promised time from S.K WHEELS.

TABLE 4.12: AFTER WARRANTY REPAIR WORK

% of respondents

Strongly agree
Agree
Neutral
Disagree
Highly disagree

No. of Respondents
20
24
22
18
16

29

10
12
11
9
8

CHART 4.12: AFTER WARRANTY REPAIR WORK.

% of respondents
25
20
15
% of respondents

10
5
0

INTERPRETATION:
Most of the respondents agree that the repair work done after warranty period is
good.

TABLE 4.13: PROPER SERVICE

% of
respondent
Q
Strongly agree
Agree
Neutral
Disagree
Highly disagree

No. of
Respondents

40
22
18
12
8

CHART 4.13: PROPER SERVICE

30

20
11
9
6
4

% of respondents
Strongly agree
Agree
Nuetral
Dissagree
Highly disagree

INTERPRETATION:
Most of the respondents strongly agree that they never had an experience of
getting back their product without proper service.

TABLE 4.14: AVOID FUTER COMPLAINTS

Q
Strongly agree
Agree
Neutral
Disagree
Highly disagree

% of respondents

No. of Respondents
36
24
14
18
8

CHART 4.14: AVOID FUTER COMPLAINTS

31

18
12
7
9
4

% of respondents
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Strongly agree

% of respondents

Nuetral

Highly disagree

INTERPRETATION:
Most of the respondents strongly agree that the repair work is not only focused on
the problem area but the entire product will be monitored for avoiding future
complaints.

TABLE 4.15: INFORMATION ABOUT NEW PRODUCT

% of
Q
Strongly agree
Agree
Neutral
Disagree
Highly disagree

respondents
28
32
16
14
10

No. of
Respondents
14
16
8
7
5

CHART 4.15: INFORMATION ABOUT NEW PRODUCT

32

% of respondents
Strongly agree
Agree
Nuetral
Dissagree
Highly disagree

INTERPRETATION: Majority of the respondents are strongly

agreed that the introduction of new product and new offers are
informed to the customers.
TABLE 4.16: RECOMMEND TO OTHERS
% of
Q
Very frequent
Frequent
Rare
Very rare
Never

respondents
30
34
12
16
8

No. of
Respondents

CHART 4.19: RECOMMEND TO OTHERS

33

15
17
6
8
4

% of respondents
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%

% of respondents

INTERPRETATION:
Most of the respondents are very frequently likely to recommend S.K.
WHEELS to others.

5. CONCLUSION
The project was conducted at Maruti S.K WHEELS, Navi Mumbai from 50
respondents. This study was conducted to study the after sales service in S.K
WHEELS. This study has provided me an insight into the service quality in S.K
WHEELS. From the study it is clear that the service they provide is fairly good.
This study is conducted by contacting the people who own the Maruti Suzuki
Vehicles Purchased from S.K WHEELS PVT LTD. This study was undertaken for
a period of three weeks. The researcher collected the necessary information using
questionnaire method. The collected datas are consolidated through using t-test.
The graph and table were used for representation. The responds taken from

34

respondents were analyzed and represented by using graph and tables to achieve
the objective of the study.
It was found that the majority of the customers are satisfied with the S.K.
WHEELS after sales service.
The researcher has tried his best to make the study realistic and suggestive, but
does not claim the findings and suggestions in the report are perfect. If time
available were more the study would have been extended to a large portion of the
universe, which would help the findings to be more accurate.
The researcher is able to appreciate the effort taken by S.K. WHEELS to
provide excellent service to customers. The key learning from this project study is
that in an extremely competitive industry the sale of high value item, the register
of companys facilities and services in the mind of customers is of high
importance.

6.1. SUGGESTIONS
1. Provide more facility for complaints and suggestions regarding service.
2. Create awareness among people about the prospects of the showroom at Navi
Mumbai.
3. Company can take initiative in customer relationship building programs
4. Proper training should be given to the staff to increase the efficiency.
5. Try to increase the quality of service and reduce the price.
6. Keep good communication during service.

35

7. The company may try to give service facilities in holidays also for working
customers

7. BIBLIOGRAPHY

WWW.GOOGLE.COM
WWW.WIKIPEDIA.COM
WWW.SKWHEELS.COM
WWW.MARUTISUZUKI.COM

WIBLOGRAPHY
Service sector management textbook (MCOM PART-I)
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Auto CAR Magazines

Newspaper Articles

7. APPENDICES
(S.K WHEELS, AFTER SALES SERVICE)
1.

Gender :

2.

Age group: Below 25

45-55

3.

Occupation:

4.

How do you come to know about S.K WHEELS?

Newspaper
Friends
Relatives Sales executive TV

5.

25-35
Above 55

Why did you buy a car from S.K. WHEELS?

Low price
After sales service
Service quality

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35-45

Others

Attractive brand Location

6. Communication during service/ repair to keep you updated on progress is

Excellent
Below average

Good

Average

Poor

7. Complaint handling in S.K. WHEELS

Excellent
Below average

Good

Average

Poor

8. What is the likely hood of you using S.K. WHEELS for servicing and repairs
in the future
Very likely
Unlikely

Likely

May be

Very unlikely

9. The price charged by the company is reasonable

Strongly agree

Agree

Neutral

Disagree

strongly disagree

10. From S.K WHEELS, You always get your car after service on the promised
time.
Strongly agree

Agree

Neutral

Disagree

strongly disagree

11. The repair work done after the warranty period is found to be good.
Strongly agree

Agree

Neutral

Disagree

strongly disagree

12. I never had an experience of getting back my product without proper service
Strongly agree

Agree

Neutral

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Disagree

strongly disagree

13. The repair work is not only focused on the problem area but the entire product
will be monitored for avoiding future complaints
Strongly agree

Agree

Neutral

Disagree

strongly disagree

14. The introduction of new products and new offers are informed to the
customers
Strongly agree

Agree

Neutral

Disagree

strongly disagree

15. Can you give any suggestions for improvement?

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