INDUSTRY PROFILE:

The automotive industry in India is one of the larger markets in the world. It had previously been

one of the fastest growing markets globally, but is currently experiencing flat or negative growth

rates. India's passenger car and commercial vehicle manufacturing industry is the sixth largest in

the world, with an annual production of more than 3.9 million units in 2011. According to recent

reports, India overtook Brazil and became the sixth largest passenger vehicle producer in the

world (beating such old and new auto makers as Belgium, United Kingdom, Italy, Canada,

Mexico, Russia, Spain, France, Brazil), grew 16 to 18 percent to sell around three million units

in the course of 2011 and 2012. In 2009, India emerged as Asia's fourth largest exporter

of passenger cars, behind Japan, South Korea, and Thailand. In 2010, India beat Thailand to

become Asia's third largest exporter of passenger cars.

As of 2010, India is home to 40 million passenger vehicles. More than 3.7 million automotive

vehicles were produced in India in 2010 (an increase of 33.9%), making the country the second

(after China) fastest growing automobile market in the world in that year. According to the

Society of Indian Automobile Manufacturers, annual vehicle sales are projected to increase to 4

million by 2015, no longer 5 million as previously projected.

The majority of India's car manufacturing industry is based around three clusters in the south,

west and north. The southern cluster consisting of Chennai is the biggest with 35% of the

revenue share. The western hub near Mumbai and Pune contributes to 33% of the market and the

northern cluster around the National Capital Region contributes 32%.Chennai, houses the India

operations of Ford, Hyundai, Renault, Mitsubishi, Nissan, BMW, Hindustan

Motors, Daimler, Caparo, Mini, and Datsun. Chennai accounts for 60% of the country's

automotive exports. Gurgaon and Manesar in Haryana form the northern cluster where the

country's largest car manufacturer,Maruti Suzuki, is based. The Chakan corridor

near Pune, Maharashtra is the western cluster with companies like General

Motors,Volkswagen, Skoda, Mahindra and Mahindra, Tata Motors, Mercedes Benz, Land

Rover, Jaguar Cars, Fiat and Force Motors having assembly plants in the area. Nashik has a

major base of Mahindra and Mahindra with a SUV assembly unit and an Engine assembly

unit.Aurangabad with Audi, Skoda and Volkswagen also forms part of the western cluster.

Another emerging cluster is in the state of Gujarat with manufacturing facility of General

Motors in Halol and further planned for Tata Nano at their plant in Sanand. Ford, Maruti Suzuki

and Peugeot-Citroen plants are also set to come up in Gujarat & Kolkata with Hindustan

Motors, Noida with Honda and Bangalore with Toyota are some of the other automotive

manufacturing regions around the country.

In 2011, there were 3,695 factories producing automotive parts in all of India.The average firm

made US$6 million in annual revenue with profits close to US$400 thousand.

INTRODUCTION TO COMPANY

General motor Company (NYSE: GM) is an American multinational company and the world's

second largest automaker. General Motor Company Ltd. offers six brands namely Buick,

Cadillac, Chevrolet Daewoo, GMC, Holden to each niche of segment. It is based on worldwide

vehicle sales. G.M. engaged in socially responsible operations. It is dedicated to provide

products and services of such quality that its customers will receive superior value while our

employees and business partners will share in our success and their stock-holders will receive a

sustained superior return on their investment. GM's largest national market is the United States,

followed by China, Brazil, the United Kingdom, Canada, Russia and Germany. GM's On Star

subsidiary is the industry leader in vehicle safety, security and information services.

SOME FACTS ABOUT GM:

Employees more than 244,500 across the world .

Manufacturing facilities in 35 countries and sells its product in approximately in 200

countries.

Global industry sale leader for 77 years.

Sold 9.7 million cars & trucks in years 2007.

GM's largest national market is US followed by China, Brazil, UK, Canada, Germany

COMPANY PROFILE

Type Public (NYSE:GM)

Founded: September 16, 1908

Founder: ''William Billy Crapo Durant''

Headquarters: Renaissance center in Detroit,

Michigan

Area served: Worldwide

Key people:

President and CEO -- Frederick A. Henderson

GM vice chairman, Global Product Development-- Thomas G.

Stephens

GM executive Vice President and Chief financial officer-- Ray

Young

Industry: Automotive

Products: Automotive goods and services

Employees: More than 317,000 across the world

Dealership: 3,600

Subsidiaries: Automotive components holdings

Website: www.gm.com

FOUNDER OF GENERAL MOTORS

William Crapo. Durant

Born 8-Dec-1861

Birthplace Boston, Massachusette, US

Died 18-Mar-1947

Location of death New York City

Cause of death Unspecified

Gender Male

Race or Ethnicity White

Sexual orientation Straight

Occupation Businessman, Industrialist

Nationality United States

MISSION AND VISION STATEMENTS:

MISSION STATEMENT:

"G.M. is a multinational corporation engaged in socially responsible operations, worldwide. It is

dedicated to provide products and services of such quality that our customers will receive

superior value while our employees and business partners will share in our success and our

stock-holders will receive a sustained superior return on their investment."

VISION STATEMENT:

"GM’s vision is to be the world leader in transportation products and related services. We will

earn our customers’ enthusiasm through continuous improvement driven by the integrity,

teamwork, and innovation of GM people."

BOARD OF DIRECTORS OF GM:

The board is now composed of 13 members. Of those, one is GM President and CEO Fritz

Henderson. The others were all nominated by the current owners of the New GM: 10 nominated

by the U.S. Treasury, one nominated by the governments of Canada and Ontario and one by the

United Auto Workers' Retiree Medical Benefits Trust, These are:

Frederick A. Henderson President and Chief Executive Officer

Daniel F. Akerson Director

David Bonderman Director

Erroll B. Davis, Jr. Director

Stephen J. Girsky Director

Kent Kresa Director

Philip A. Laskawy Director

Kathryn V. Marinello Director

Patricia F. Russo Director

Carol M. Stephenson Dean

CHEVROLET

Louis Chevrolet was a race-car driver and car designer. As head of Buick Motor Company, prior

to founding GM, Durant had hired Chevrolet to drive Buicks in promotional races. Louis

Chevrolet has been forced out of GM in 1910. He wanted to use Chevrolet's designs to rebuild

his own reputation.

In 1911 Chevrolet motor company of Michigan is in corporate in

November by Louis Chevrolet and William Durant.

In 1918 Chevrolet joins general motors’ corporation.

In 1924 GM starts building Chevrolets for sales in European countries.

In 1928 GM India started in India by assembling Cheverlert cars, trucks and buses

In 1953 Chevrolet introduced world’s first volume production sports car Chevrolet

Corvette. It is the first production car with plastic body.

In 1984 Chevrolet corvette is introduced , with the cars first major styling change in 15

years.

Chevrolet Corvette celebrates its 50’th aniversary.

In 2005 all new Chevrolet Aveo sedan makes its world-wide debut at Auto Shanghai,

China’s premier auto show.

In 2006 all new Chevrolet Captiva SUV makes its world-widedebut at Geneva Motor

show.

GENERAL MOTORS INDIA

GENERAL MOTORS came in India in 1928 with its brand Chevrolet. General Motor were the

fist automobile company to open an assembly plant in India. General Motors India Private Ltd.

(GM India) is a wholly-owned subsidiary of General Motors Corporation that is engaged in the

automobile business in India. Bangalore.

1st footprints in India:

1928: GM India started in India by assembling Chevrolet cars, trucks and buses. The Indian

venture eventually shut down in 1954

GM’s 2 nd coming in India :

1994: General Motors India incorporated a 50-50 joint venture company with the C.K.

Birla Group of companies to produce and sell Opel branded Vehicles

1999: General Motors India became a full subsidiary of GM. GM bought out the

Hindustan Motors interest in 1999. GM India continued to produce Opel cars at the Halol.

2003: After 40 years in July 2003 Chevrolet brand of GM made its return to India with

Chevrolet Optra.

GM Today:

GM India Plant is located at Halol, 45 kilometers northwest of

Vadodara ,in Gujarat

New GM India Plant is coming up at Talegaon , Maharashtra.

Its headquarters operation in Gurgaon, Haryana

It has a large technical center in Bangalore

Presently there are more than 100 dealership with 195 sale point

and 198 service outlets, with network still being expanded.

Chevrolet has also tied up with Bharat petroleum corporation

(BPCL) to establish authorized service centers at select BPCL

workshops called “V-CARE’’ and is rapidly expanding this

parallel service centre.

Today General Motor India offers its one brand in India namely Chevrolet whose

following cars are in market.

CHEVEROLET SPARK

CHEVROLET BEAT

CHEVROLET SAIL SEDEN

CHEVROLET ENJOY

CHEVROLET CRUZE

CHEVROLET CAPTIVA

1.2 SWOT Analysis of Chevrolet:

Strengths weakness

1. Technology

2. Goodwill

3. Efficient Human Resources

1. Less diesel version cars.

2. Fuel inefficient cars.

3. Less sale point and service outlet in

India.

4. Lack of proper distribution system.

1. Demand for more cars.

2. To acquire the rival firm.

3. Enter either in new product line or in

new business.

Eg. Chevrolet can make two

wheelers as increase in demand of

bikes.

1. Increase in completion.

2. Effect on image due to bankruptcy.

3. New technology used by rivals eg.

Toyota

4. Change in customer need and taste

eg. more demand for fuel efficient

cars.

Opportunities Threats

Trident Chevrolet

Authorised ChevroletCar Dealer in Bangalore. Its first Chevrolet dealership opened in Mysore in Jul

2006. This was later followed up with another one in Bangalore in Sep 2009. Its understanding of the

car market and the depth of customer base built over the last 13 years in the business have helped Trident

Chevrolet achieve substantial sales. The reputation and credibility of brand Trident in Bangalore have

also helped immensely. To reach out to its customers, it has opened a Sales Showroom in Kalyan

Nagar, Mysore, Langford Raod, Mysore Road, Marathahalli. Service Centers in Kalyan Nagar,

Mysore, Mysore Road and Indiranagar. It is expanding its network with more showrooms and

service .

"Drive Home A Relationship" has been the cornerstone of its business.

Products: Chevrolet Beat:

It’s the new look of the season. The all new Chevrolet Beat 2014 is even more stunning! Graced with the

stylish dual port chrome grille with bold front fascia, the Beat is all geared up to raise your style quotient.

And its striking new Headlamps and jewel effect Tail Lamps make sure you get noticed wherever you go.

The new fog lamps adorned with chrome lined contrasting black surround add fresh new appeal to the

uber- stylish Beat. Not to forget the ergonomically designed and located steering mounted audio controls

which bring the music of your choice at your fingertips.

Chevrolet SAIL U-VA:

The Chevrolet SAIL U-VA is for those who want to celebrate how far you’ve reached and your desire to

go even further.With a host of features exclusive to its segment, the SAIL U-VA offers a generous

package of features at a superb price. Its confident stance, captivating contours, and a stylish, flexible and

incredibly spacious interior speak of understated elegance and big car comfort.

Chevrolet Spark:

The Chevrolet Spark combines expressive exterior design, a well-equipped interior and many smart

features.Compact on the outside, the Spark has a spacious cabin that seats up to 5 adults. With its high

build-quality and clever design details, the Spark is among the safest, most comfortable and practical car

in its class.

Chevrolet Cruze:

It’s the rebirth you’ve been waiting for! The All New Cruze is here. With a new Dual Port Front Grille,

now with Front and Side Airbags, New Alloy Wheels, Stunning New Dual Bezel Headlamps, Chrome

Door Handles and the All Powerful 166 PS Engine, it’s got everything to set your heart racing.

Chevrolet Sail

The Chevrolet SAIL embodies the bold pioneering spirit and ingenuity which has become the hallmark of

Chevrolet. Conceptualised as stylish and muscular yet classy sedan, this car is the complete package in

itself. Artistically sculptured to the tee, its muscular contours give it a classy three-dimensional trend

setting form, a feature that sets it apart in the category. Loaded with only the most advanced safety

features, superior boot space, luxuriously spacious interiors and powertrain options that are designed to

exhilarate; the Chevrolet SAIL is for the urban heroes looking to conquer life. Chevrolet SAIL is your

partner in action

Chevrolet Captiva:

Soft on the inside. Tough on the outside. And as suave as you. It’s the Chevrolet Captiva. Available in

two awe-inspiring variants – the LT (Manual Transmission) and LTZ (Automatic Transmission), it is

designed to make your drive smoother than any other car.

Crafted for the discerning eye, it’s a real head turner on the road. One look at the luxurious and spacious

interiors and it’ll leave you craving for more. And it doesn’t stop there.

The adaptive all-wheel drive and level ride control help you maneuver through city traffic as well as

winding hilly trails with equal ease. Those road trips take on a whole new meaning. But make no mistake.

Behind all the refinement and finesse lies the true aggression of a SUV.

Chevrolet Enjoy:

A car that’s designed keeping you in mind. You play multiple roles in the game of life. You’re the loving

spouse, the perfectionist at work, the doting parent and the friend-in-need. And the Chevrolet Enjoy offers

you all the support you need, to be what you need to be. It’s much more than just a car; it’s like the wind

beneath your wings that drives you closer to your desires, it is as versatile as you, with space for all your

beautiful dreams. It is your perfect companion because multitasking is your routine and juggling roles,

your second nature. 

RESERCH METHOLOGY

OBJECTIVES OF STUDY:

To know the factor of awareness of the cars.

To know the effective factors for preferring 4 wheelers

To study the consumer buying behavior.

To study product performance and its effect on consumer.

To study effect of good customer relationship management on the sales growth of Chevrolet

cars.

INTRODUCTION TO RESEARCH METHODOLOGY

Marketing research is the function which likes the consumers, customers &

public t the marketer through information which is used to identify & define

marketing opportunities & problems, generate, refine & evaluate marketing

action; monitor marketing performances & improve understanding of marketing

as a process.

It has following steps:

Problem definition

Development of an approach to the problem

Research design formulation

Fieldwork or data collection

Data preparation and analysis

Report preparation and presentation

2.1 RESEACH DESIGN:

It is framework or blueprint for conducting the

market research project. It specifies the details of procedures necessary

for obtaining the information needed to structure and/or solve

marketing research problem. Research design broadly classified into

two parts :

Exploratory Research

Conclusive Research

EXPLORATORY RESEARCH:

Exploratory research looks for hypothesis in

well-established fields of study. Hypothesis usually comes from ideas developed

in previous researches or are delivered from theory. Hypothesis is tentative

answer to the question that serves as guide for most of the research projects It

seeks to discover new relationships. All marketing research projects start with it.

This is a preliminary phase & is absolutely essential in order to obtain a proper

definition of problems at hand. The major emphasis is on the discovery of ideas

& insight.

CONCLUSIVE RESEARCH:

Conclusive research provides information that helps the

executive so that he can make a rational decision. This study has done well while

attempting to arrive at a more clear description of an apparent problem.

2.2 TARGET POPULATION:

The collection of elements or object that possess the information sought by the

researcher and about which inference are to be made. In this project researcher

choose the customer in Trident Chevrolet as elements. Target population should

be defined in term of Element and Sampling unit.

ELEMENT:

Object that possess the information sought by the researcher and about which

inferences are to be made.

SAMPLING UNIT:

The basic unit containing the elements of the population to be sampled. In this

research the sampling units are the person who comes with customer {wife,

children, parents, friends etc.}

2.3 SAMPLE SIZE:

Sample size refers to the number of elements to be used in a study. In

this research I have take the sample size of 55 Customer that comes in

Trident Chevrolet

2.4 SAMPLING TECHNIQUES:

Sampling Techniques are of two types:

a) Non probability (non random)

b) Probability sampling (random sampling)

The sampling technique used in this research is Non - random sampling

techniques in which I have choose convenience sampling technique because it is

least expensive and least time consuming of all sampling techniques.

Convenience sample:

It is also known as "accidental" sample or "man-in-the-

street" samples. The researcher selects units that are convenient, close at hand,

easy to reach, etc. I have come in contact with peoples in retail outlet of Chevrolet

(Trident Chevrolet).

2.5 SCOPE OF ST

The scope of the study will be useful in future. Through this study we can know

what is the market share of GM and what are the factors that influence the

customer for purchasing four wheelers (cars). Through this study we will find out

the factors of awareness of cars.Hence by implementing all the above on Chevrolet

we can increases its sales.

2.6 DATA COLLECTION METHOD:

The data collection process can be relatively simple depending on the type of

data collection tools required and used during the research. Data collection tools

are instruments used to collect information for performance assessments, self-

evaluations, and external evaluations. The data collection tools need to be strong

enough to support what the evaluations find during research. Here are a few

examples of data collection tools used within three main categories.

I. Secondary participation:

Secondary participation requires no direct contact to gather

information. It involve:

Postal mail

Electronic mail

Telephone

Web-based surveys

II. In-person observations: Data collection tools used in personal contact

observations are used when there is face to face contact with the

participants. Some examples of this type of data collection tool would

include:

In-person surveys – used to gain general answers to basic questions

Direct or participatory observations – where the researcher is directly

involved with the study group

Interviews – used to gain more in depth answers to complex questions

Focus groups – where certain sample groups are asked their opinion

about a certain subject or theory.

1. Do you own a Chevrolet car ?

Yes No

55 0

100%

D0 you own a Chevrolet car ?

YesNo

Interpretation:

This question is prepared to know how many of them own Chevrolet cars. It was

found that in this survey that all of them owned a Chevrolet car from the samples

selected.

2. Which variant do you own ?

Chevrolet

Beat

Chevrolet

Spark

Chevrolet

Sail seden

Chevrolet

Captiva

Chevrolet

Enjoy

Chevrolet

Cruze

15 10 06 05 10 09

27%

18%11%9%

18%

16%

Which variant do you own ?

Chevrolet Beat Chevrolet Spark Chevrolet Sail sedenChevrolet Captiva Chevrolet Enjoy Chevrolet Cruze

Interpretation:

This question was prepared to know which was the most selling and popular brand among Chevrolet

variant and the survey found that the most selling and popular brand among Chevrolet variant was

Chevrolet Beat.

3. How long have u been using this car?

upto 1 year ≥1≤2 years ≥2≤3 above 3 years

23 19 07 06

42%

35%

13%11%

How long have u been using this car?upto 1 year ≥1≤2 years ≥2≤3 above 3 years

Interpretation:

From the survey conducted out of 55 respondents 23 respondents were using Chevrolet cars upto 1 year

i.e 42% of the total respondent, 19 respondents told that they were using Chevrolet cars ≥1≤2 years i.e

34%, 7 respondents between ≥2≤3 years which contributes to 13% and 6 respondents above 3years which

contributes to 11%.

4. How satisfied are you with the ease of contacting the person who is entertaining you ?

Totally satisfied Very satisfied Somewhat

satisfied

Very dissatisfied Totally

dissatisfied

13 29 12 01 00

24%

53%

22%2%

How satisfied are you with the ease of contacting the person who is enterain-

ing you ?

Totally satisfied Very satisfiedSomewhat satisfiedVery dissatisfiedTotally dissatisfied

Interpretation:

This question shows that the majority of the respondents were above the average satisfaction level

i.e 23% were totally satisfied , 53% were very satisfied , 22% were somewhat satisfied.

5. How satisfied are you with the way problems were solved ?

Totally satisfied Very satisfied Somewhat

satisfied

Very dissatisfied Totally

dissatisfied

15 28 12 00 00

27%

51%

22%

How satisfied are you with the way prob-lmes were solved ?

Totally satisfiedVery satisfiedSomewhat satisfiedVery dissatisfiedTotally dissatisfied

Interpretation:

This survey question showed that the grievances of the customers (respondents) were resolved timely.

And the customers were enjoying a above average level of satisfaction. This shows that the commitment

of the employees towards resolving the problems is high.

6. According to you how much are you satisfied with after sales services of the company ?

Totally satisfied Very satisfied Somewhat

satisfied

Very dissatisfied Totally

dissatisfied

16 27 11 00 00

30%

50%

20%

According to you how much are you satisfied with after sales services of the company ?

Totally satisfiedVery satisfiedSomewhat satisfiedVery dissatisfiedTotally dissatisfied

Interpretation:

This question revealed that the after sales service of the company is above the satisfactory level for all the

respondents. This reveals that the company is highly customer oriented. The survey showed that 30% of

the respondents are totally satisfied , 50% very satisfied and 20% somewhat satisfied.

7. After the booking of the car, is it delivered at the right date specified by the company ?

Yes No

48 07

87%

13%

After the booking of the car, is it de-livered at the right date specified by

the company ?

YesNo

Interpretation:

This question shows that 87% of the booked cars are delivered on the specified date by the dealers , only

13% of the booked order are not delivered on the specified date.

8. Are you satisfied with staff working here ?

Yes No

50 05

91%

9%

Are you satisfied with staff working here ?

YesNo

Interpretation:

This question showed that the staff over here is customer friendly, and the customers are satisfied with the

staff working in the company. 91% of them are satisfied and only 9% are dissatisfied.

9. Do you find easy availabilty of spare parts ?

Yes No

44 11

80%

20%

Do you find easy availabilty of spare parts ?

YesNo

Interpretation:

With this question we get to know that the dealers of spare parts of Chevrolet cars are located in various

parts of the country so the availability of the parts is good to an extent. So 80% of the respondents have

no problems in finding the spare parts and only minor 20% of the respondents are having some problems

in locating the parts.

10. Do you think the staff working here has proper knowledge ?

85%

15%

Do you think the staff working here has proper knowledge ?

Yes

No

Interpretation:

The knowledge level of the staff working here is exhaustive according to the 85% of the respondents and

only 15% of the respondents think that still more knowledge should be imparted to the employees.

Yes No

47 08

11. Before buying a car from here were you offered a test drive ?

87%

13%

Before buying a car from here were you offered a test drive ?

YesNo

Interpretation:

This question revealed that majority of the respondents (87%) were offered a test drive and only 13%

were not offered a test drive .

Yes No

48 07

12. Did you receive any intimation calls or letters for the service due date to get your vehicle

serviced ?

Yes No

38 17

69%

31%

Did you receive any intimation calls or letters for the service due date to get

your vehicle serviced ?

Yes No

Interpretation:

This question revealed that 69% respondents were intimated about the service due date and 31% of the

respondents were not intimated.

13. Are you satisfied with the free accessories provided by the company?

Yes No

30 25

55%

45%

Are you satisfied with the free accessories provided by the company?

YesNo

Interpretation

The accessories provided with the cars shows a balanced behavior from the respondents. i. e 55% are

satisfied and 45% are not satisfied with the free accessories provided.

14. What was that single most important reason for initially buying the car of this brand or

from this delear ?

Advertisements Recommended by

others

Location Quality product

16 19 03 17

29%

35%5%

31%

What was that single most important reason for initially buying the car of this

brand or from this delear ?

AdvertisementsRecommended by othersLocationQuality product

Interpretation:

This question shows what drove the customers for buying a Chevrolet car . the survey showed that 35%

of the respondents bought the car cause it was recommended by others , 31% bought for its quality , 29 %

bought cause of its advertisements and 5% bought cause of location.

15. According to your preference rank the following for buying a Chevrolet car from I to IV

Price Brand Image Good Mileage after sales serivce

26 23 05 01

47%

42%

9% 2%

According to your preference rank the following for buying a Chevrolet car

from I to IV

PriceBrand ImageGood Mileageafter sales serivce

Interpretation:

This question showed that the customers bought the cars more cause of its price and brand image, which

amounts to 89% of the respondants and rest 9% bought cause of good mileage and 2% cause of after sales

service.

16. Are you satisfied with performance of Chevrolet cars ?

Yes No

41 14

75%

25%

Are you satisfied with performance of Chevrolet cars ?

Yes No

Interpretation:

This survey question shows that 75% of the customers are satisfied with the performance of the cars and

rest 25% customers are not satisfied with the performance of the car.

17. Would you recommend others to buy Chevrolet cars ?

89%

11%

Would you recommend others to buy Chevrolet cars ?

Yes No

Interpretation:

Most of the customers are satisfied with the cars so 89% of the respondents want to recommend the cars

to others for buying it. Only 11% of the respondents don’t want to recommend it.

Yes No

49 06

18. Would you like re-purchase the Chevrolet cars ?

Yes No

40 15

73%

27%

Would you like re-purchase the Chevrolet cars ?

YesNo

Interpretation:

Most of the customers want to have a recurring buying of the Chevrolet cars . i.e 73% of them and the rest

27% of them don’t want buy the car again.

19. In which sector do you think or feel Chevrolet shonld improve ?

Price Service Quality Others

10 24 14 07

18%

44%

25%

13%

In which sector do you think or feel Chevrolet shonld improve ?

PriceServiceQualityOthers

Interpretation:

This question was used to know that in which sector the Chevrolet cars needs to improve on and the

survey showed that 44% of the customers want Chevrolet to improve its service , 25% of them want

Chevrolet to improve its service , 18% of them say that they should re-think on their pricing and rest 13%

have specified other areas for improvements.

20. What is your post- sales experience after purchasing the Chevrolet car ?

Excellent Average Good Below average

20 10 23 02

36%

18%

42%

4%

what is your post- sales experience after purchasing the Chevrolet car ?

ExcellentAverageGoodBelow average

Interpretation:

Most of the customers have positive experience after the purchase of the car . the survey showed that 36%

have excellent experience , 42% have good experience , 18% have average experience and rest mere 4%

have below average experience.

Findings

Chevrolet beat is having a major stake amongst the Chevrolet cars in the market.

Most of the customers use the cars for more then 3 years.

The customer grievances are handled timely.

The customer representatives are available most of the times.

The after sales service of Chevrolet cars has been meeting the customer expectations.

It was found that the customers were given the delivery of cars on time.

The Chevrolet is lacking on its service facilities.

The majority of the customers recommend other car buyers to purchase Chevrolet cars.

The driving factor for purchase of Chevrolet cars was found to be its price and brand image.

Majority of the customers want to re-purchase the cars of Chevrolet.

Suggestions:

Chevrolet should improve on its service.

Chevrolet should design some retention benefits for the loyal customers in order to

improve the loyalty of the customers.

Chevrolet should give away some free accessories which drives the customers to make

the buy.

Chevrolet should give redeemable points for the existing customers who recommend for

buying a Chevrolet car.

Chevrolet should impart more training to their employees for improving their knowledge

base.

CONCLUSIONS :

The following conclusions can be made with regard to this study on “consumer

satisfaction towards Chevrolet cars” at TRIDENT AUTOMOBILE PVT LTD

The study has revealed that Chevrolet cars have superior performance.

The study has also revealed that Chevrolet cars have best in class mileage.

The study has revealed that after the sales given by the company is satisfied to the

customer of Chevrolet cars