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7/31/2019 GANESH Pr Report
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A PROJECT REPORT
ON
CUSTOMER RETENTION
IN
DAYGAINS SERVICES BANGALORE
SUBMITTED IN PARTIAL FULFILMENT OF THE COURSE
REQUIREMENT OF POST GRADUATE DIPLOMA IN MANAGEMENT
SUBMITTED BY
ASHWINI KUMAR
REG. NO: A1009
UNDER THE GUIDANCE OF
INTERNAL GUIDE
Dr.. PARUL TANDON
Faculty of Finance
Dayananda Sagar Business School
July 2011
Dayananda Sagar Business School
Shavige Malleswara Hills, K.S. Layout, Bangalore-78
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Guide Certification
This is to certify that the report titled Customer Retention has been
prepared under my guidance and supervision. The report is submitted in
partial fulfillment of the requirement for the award of Post Graduate Diploma
in Management (Approved by AICTE) by GANESH KUMAR DUBEY Reg.
no:-A1018 and this report / study has not formed a basis for the award of any
degree or diploma in any university / institution.
Place:-
Date:- Guide Name:-
MR. K.V. RAMANATHAN
Director
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Student Declaration
I hereby declare that the report/ study titled prepared under the guidance of
Marketing Pattern submitted in partial fulfillment of the requirement for the
award of Post Graduates Diploma in Management (AICTE) in Dayananda
Sagar Business School is my original work and has not been submitted for the
award of any other degree/ diploma in any university / institution.
Place ....
Date Name of the Student
Signature
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ACKNOWLEDGEMENT
Apart from my own effort, the success of any project depends largely on the
encouragement and guidelines of many others. I take this opportunity to
express my gratitude to the AUTO PLAANATE INDUSTRY( PVT.) LTD
(Jharkhand), which has been instrumental in the successful completion of this
project.
I express my heart full in deftness and owe a deep sense of gratitude to myfaculty guide Prof. K.V. RAMANATHAN, DAYANANDA SAGAR
BUSINESS SCHOOL, BANGLORE, and I would also like to show my
greatest appreciation to MRS. KUMKUM TRIPATHI, General Manager
(H.R). I cant say thank you enough for his tremendous support and help. I
feel motivated and he encouraged every time I attend her. Without his
encouragement and guidance this project would not have materialized.
I am extremely thankful to the Director and faculties of the DAYANANDA
SAGAR BUSINESS SCHOOL for their coordination and cooperation and
thankful to Prof. K.V. Ramanathan for his kind guidance and encouragement.
Its a pleasure to me to acknowledge many invisible hands that have helped
me here in completion of this dissertation.
Thanking You
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S.R
NO.
TABLE OF CONTENTS PAGE NO.
1. Introduction of customer retention 10
2. Benefits of our approach to customer retention 13
3. Objective of customer retention 14
4. Problem statement 14
5. Research methodology 15
6. Data collection 15
7. Tools of analysis 16
8. Limitation of the study 18
9. Company profile overview 20
10. Current status of Mahindra & Mahindra Ltd 21
11. Auto Plaanate Indostry (Pvt.) Ltd 23
12. Mission and vision of the company 25
14. Competitors 26
15. profile of respondents 28
16. Data collection 30
17. Chi-square test 46
18. Applying ANOVA test 51
19. Correlation test 52
20. Finding 56
21. Recommendation 57
22. Conclusion 58
23. Bibliography 59
24. Questionnaire 60
S.R
NO.
LIST OF TABLE PAGE NO.
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1. Ratio of male and female 30
2. Respondents frequently visit 31
3. Satisfaction level of customer care facility and
staff
32
4. Friendliness and helpfulness of the staff 33
5. Rating of knowledge of staff to solve problem 34
6. Professionalism of the staff 35
7. Accessibility to the department store 37
8. Pricing system of goods 38
9. Affordability of our goods 39
10. Satisfaction of customer with location 40
11. Communication level received from staff 41
12. Recommendation of the customer for the store 4213. Rating of excellence scale 43
14. Rating of overall experience of customer with
company
44
15. Satisfaction level of customer towards quality 45
16. Chi-square test 47
17. Chi-square test 50
18. Applying ANOVA test 51
19. Correlation 52
S.R
NO.
LIST OF GRAPH PAGE NO.
1. Ratio of male and female 302. Respondents frequently visit 31
3. Satisfaction level of customer care facility and staff 33
4. Friendliness and helpfulness of the staff 34
5. Rating of knowledge of staff to solve problem 35
6. Professionalism of the staff 36
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7. Accessibility to the department store 37
8. Pricing system of goods 38
9. Affordability of our goods 39
10. Satisfaction of customer with location 4011. Communication level received from staff 41
12. Recommendation of the customer for the store 42
13. Rating of excellence scale 43
14. Rating of overall experience of customer with company 45
15. Satisfaction level of customer towards quality 46
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CHAPTER-1
INTRODUCTION OF CUSTOMER RETENTION
Customer retention is the measure of how well the costumer stays and engaged with
the organization or with specific products and services.
Company seeking or want to expand their profit or sales and spending time, money and
resources for new customers.
That customer satisfaction leads to customer retention is conventional wisdom.
You may have situation where a customer is satisfied, but is still not retained. You may
have situation where a customer will not be satisfied, but still retained.
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Customer satisfaction is the measure of how well our PRODUCTS, SERVICE,
SUPPORT and ENGAGEMENT are able to meet the customer EXPECTATIONS.
Customer Satisfaction and Customer Retention is not absolutely linear
That Customer Satisfaction leads to Customer retention is a conventional wisdom. You
may have situations where a customer is satisfied, but is still not retained. You may
have situations where a customer will not be satisfied, but still retained. Here are some
examples of these paradoxical situations:
Satisfied customer, but detained
Your products are doing the right things, but they are not the right products-
Your products and services could be meeting customer expectations, but
customer could be attracted to more creative and functionally better products.
Customer wants to try something new- Customer may get bored of your product,
and they just want to try something new.
Customer going for more competitive products- Competition is giving better
price vs. value equation.
Dissatisfied customer, but retained
Existing contract yet to expire.
Supplier market- More demand than supply.
Customer expectations are not well managed, but customer is staying due to the
value proposition of your product.
High Exit cost to the customer. Example- Exit load for early termination of your
loan with a bank.
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Customer retention refers to the percentage of customer relationships that, once
established, a business is able to maintain on a long-term basis. Customer retention is a
simple concepthappy customers who feel important and are regularly communicated
with in the right way will keep coming back. It is a major contributing factor in the net
growth rate of businesses. For example, a company that increases its number of new
customers by 20 percent in a year but retains only 85 percent of its existing customers
will have a net growth rate of only 5 percent (20 percent increase less 15 percent
decrease). But the company could triple that rate by retaining 95 percent of its clients.
Of course, growth is just one of the benefits that superior customer retention can offer
a company. Increased profits are another. The cost of acquiring customers and putting
them on the books generally exceeds by several times the annual cost of serving
existing customers. So the longer customers are kept, the more years over which the
initial cost of acquisition can be spread.
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Customer feedback can help you improve your products and continue your
relationship. However, its not effective to measure customer satisfaction because
its so vague. Satisfied doesnt mean they intend to keep buying. Instead, focus onbehavior: Ask whether they intend to buy again and why or why not. Ask what three
things you can improve and whether theyll provide referrals. These questions provide
more actionable insight than satisfaction.
The Benefits of Our Approach to Customer Retention
Identifies customers that will churn through churn modeling. Identifies and score customers that should not be kept via customer
priority models. Identifies defensible competitive niches. Isolates customers that appreciate value-added services. Yields 200 to 300% higher lifts compared to conventional
customer retention modeling. Can be performed in 60-90 days. Produces targeting scores that allow campaigns to intercept and
remediate customers before they leave. Identifies the optimal incentive and reward strategies at the lowest
cost through primary survey research which tests reward and
incentive attributes.
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Objectives:
To study the strategy of the Customer Retention to stock advisory firm
Daygains.
To understand the satisfaction level of customer, affordability of the services
and friendliness and helpfulness of staff member.
To study the excellence scale and accuracy of the Daygains.
Problem Statement
Is that the Auto Plaanate Indostory has the best way of customer retention or not.
In todays world every company have to face competition out of that in what way
company should to do the work to customers in terms of quality, service, benefits etc.
due to marketing problem in this regards the present study is require how the customer
retention make in organization.
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RESEARCH METHODOLOGY
Research Design:-
Research design that prefer in the project is analytical in nature.
Data Collection:-
Primary Data:
Taking data from General Manager and other staff members of Daygains.
Collecting Data from informal interview with firms owner.
Secondary Data:
Database of Daygains stock advisory firm.
Internal reports and magazines of Daygains.
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Tools of Analysis:-
Chi Square Test:-
Pearson's chi-square is used to assess two types of comparison: tests ofgoodness of fit
and tests ofindependence.
A test of goodness of fit establishes whether or not an observed frequency distribution
differs from a theoretical distribution.
A test of independence assesses whether paired observations on two variables,
expressed in a contingency table, are independent of each other
The formula for Chi Square test is:-
Where, 2 = Pearson's cumulative test statistic, which asymptotically approaches a 2
distribution.
Oi = an observed frequency;
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http://en.wikipedia.org/wiki/Goodness_of_fithttp://en.wikipedia.org/wiki/Independence_(probability_theory)http://en.wikipedia.org/wiki/Frequency_distributionhttp://en.wikipedia.org/wiki/Contingency_tablehttp://en.wikipedia.org/wiki/Chi-square_distributionhttp://en.wikipedia.org/wiki/Chi-square_distributionhttp://en.wikipedia.org/wiki/Chi-square_distributionhttp://en.wikipedia.org/wiki/Chi-square_distributionhttp://en.wikipedia.org/wiki/Goodness_of_fithttp://en.wikipedia.org/wiki/Independence_(probability_theory)http://en.wikipedia.org/wiki/Frequency_distributionhttp://en.wikipedia.org/wiki/Contingency_tablehttp://en.wikipedia.org/wiki/Chi-square_distributionhttp://en.wikipedia.org/wiki/Chi-square_distribution7/31/2019 GANESH Pr Report
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Ei = an expected (theoretical) frequency, asserted by the null hypothesis;
n = the number of cells in the table.
Anova test:-
Analysis of variance (ANOVA) is a collection of statistical models, and their
associated procedures, in which the observed variance in a particular variable is
partitioned into components attributable to different sources of variation. In its simplest
form ANOVA provides a statistical test of whether or not the means of several groups
are all equal
Coefficient of Correlation:-
The coefficient of correlation analysis attempted to determine the degree of relation
between variance. The coefficient of correlation is +1 in the case of a perfect positive
(increasing) linear relationship (correlation), 1 in the case of a perfect decreasing
(negative) linear relationship (anti correlation), and some value between 1 and 1 in allother cases, indicating the degree of linear dependence between the variables. As it
approaches zero there is less of a relationship (closer to uncorrelated). The closer the
coefficient is to either 1 or 1, the stronger the correlation between the variables.
15
http://en.wikipedia.org/wiki/Statistical_modelhttp://en.wikipedia.org/wiki/Variancehttp://en.wikipedia.org/wiki/Statistical_testhttp://en.wikipedia.org/wiki/Meanhttp://en.wikipedia.org/wiki/Linear_dependencehttp://en.wikipedia.org/wiki/Statistical_modelhttp://en.wikipedia.org/wiki/Variancehttp://en.wikipedia.org/wiki/Statistical_testhttp://en.wikipedia.org/wiki/Meanhttp://en.wikipedia.org/wiki/Linear_dependence7/31/2019 GANESH Pr Report
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The formula for r is:-
Limitations of the study:
As far as possible best efforts have been made to collect the data in the course of entire
study, also encountered difficulties in collecting data on certain aspects, and research
study has done with whatever data on hand.
Since The sample size of the customers are very less, the analysis done can not
be compared to the entire population of customer.
Survey done was limited to period of time.
Company did not provide their real policy.
The company and customer coulnot provide the entire details due to their busy
schedule.
Non-response error.
Huge Space between what people say and what they actually do.
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CHAPTER-2
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Company Profile:-
Overview
DayGains Services is an Investment Advisory Company which provides fail-safe
recommendations for your valued Investments in the Share Market. We provide
the Best Stock Tips. Keeping a proper blend of growth as well as safety in mind, our
team of professionals provide you opportune Share Market Tips live through SMS.
Current Status of Mahindra &Mahindra Ltd.
Mumbai, May 2, 2011: Mahindra & Mahindra Ltd. (M&M Ltd.), a part of the US
$11.1 billion Mahindra Group, today announced a 23% rise in its auto sales numbers,
which stood at 32090 units during April 2011 as against 26043 units during April
2010.
The companys domestic sales stood at 30349 units during April 2011, as against
25037 units during April 2010, an increase of 21%.
The Passenger Vehicles segment (which includes the UVs as well as the newly
launched Verito) registered a growth of 20%, having sold 15459 units in April 2011, as
against 12923 units during April 2010. The 4 wheel pick-up and commercial passenger
segment has registered a growth of 16%, while the 3-wheelers segment has grown by
an impressive 45%.
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AUTO PLAANATE INDOSTRY (PVT.) LTD.
About the Company
The Company was formally founded in the Name of Rahul AutoMobile Udyog Pvt.
Ltd. on 7th January 2004. Later it was changed into Auto Plaanate Indostry Pvt Ltd on
7th January 2005 & started operation on 19th August 2005. During its inception, APIPL
started with the modest retail about 484 vehicles with Gross Turnover of 25.7 Crores.
In Financial Year 2006-07 Company retail 771 vehicles with Gross Turnover of 39.36
Crores. All this would have been possible with the proper guidance of our Managing
Director, Mr. Shaligram Tiwari and his great team.
BUSINESSES & DIVISIONS
AUTO PLAANATE INDOSTRY PVT. LTD IS HAVING AN AUTHORIZATION
OF MAHINDRA & MAHINDRA LTD. THEY HAVE AUTHORIZED FOR SALES,
SERVICE AND SPARE FOR MAHINDRA VEHICLE AND THEIR VALUABLE
SPARE PARTS. THEY AUTHORIZED BRANCHES ARE AVAILABLE IN
VARIOUS IMPORTANT LOCATION OF JHARKHAND WHICH PROVIDE
COMPLETE INFORMATION AND LATES UPDATE TO THE CUSTOMERS
QUERIES OR COMPLAIN. AUTO PLAANATE INDOSTRY PVT. LTD. IS
BETTER KNOWN AS AUTOMOBILE DIVISION. THEY DEAL IN FULL
MAHINDRAS RANGE OF VEHICLE LIKE UTILITY VEHICLES, SPORT
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UTILITY VEHICLES, LOGAN, LIGHT COMMERCIAL VEHICLES AND HEAVY
COMMERCIAL VEHICLES.
MANAGEMENT:
IN AUTO PLAANATE BELIVE THAT ANY ORGANIZATION IS A CLOSE KNIT
FAMILY. THE FIRM HAS THE FOLLOWING PERSON AS ITS MANAGING
DIRECTOR.
NAME DESIGNATION
MR. SHALIGRAM TIWARI MANAGING DIRECTOR
MR. SHALIGRAM TIWARI, MANAGING DIRECTOR, HAS OVER 7 YEARS
EXPERIENCE IN F.M.C.G. DURING HIS TENURE AS MD THE FIRM HAS WON
SEVERAL AWARDS FROM MAHINDRA & MAHINDRA LTD.
AUTO PLAANATE INDOSTRY PVT. LTD. AUTOMOBILE DIVISION HAS
BEEN DIVIDED INTO FOLLOWING THREE SECTIONS WITH FOLLOWING
SECTIONS MANAGERS:
MR. AJAY KUMAR SINGH - GENERAL MANAGER
MISS. KUMKUM TRIPATHI - GENERAL MANAGER (HR)
MR. KRISHNA VISHWAKRMA- MANAGER (HR)
MR. JITENDRA KR. SINHA - MANAGER ACCOUNTS SALES
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MR. K.N. JHA -SALES MANAGER SUV (PASSENGER)
MR. RAJESH BHAGAT -SALES MANAGER UV (PASSENGER)
MR. ARBIND UPADHAYAY - SALES MANAGER LCV
MR. DINESH PRASAD - SALES MANAGER (HCV)
MR. HIMANSHU MISHRA - SALES MANAGER (LOGAN)
MR. G.N. SINHA - SALES MANAGER (COMMERCIAL)SERVICE
MR. KUMUD RANJAN SINGH -WORKS MANAGER
MR. MANASWI KUMAR -COTECH (TECHNICAL MANAGER) SPARES
MR. KAMLESH KUMAR -PARTS MANAGER
EACH DIVISION HAS ITS OWN HOD HENCE ONE HAS TO REPORT
DIRECTLY TO THEIR HODS BUT AUTO PLAANATE BELIVES IN THE OPEN
DOOR POLICY SO ANYONE IS FREE TO APPROACH THE MD OR ANY OF
THE DIRECTORS IF REQUIRED.
MISSION & VISION OF THE COMPANY:
Auto Plaanate Indostry Pvt. Ltd will strive to create an environment of fairness,
honesty, and courtesy to get maximum satisfaction of our employee and customer.
COMPETITORS
Ashok Leyland Limited
21
http://www.hoovers.com/company/Ashok_Leyland_Limited/rtrjfti-1-1njg4g.htmlhttp://www.hoovers.com/company/Ashok_Leyland_Limited/rtrjfti-1-1njg4g.html7/31/2019 GANESH Pr Report
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Bajaj Auto Limited
Maruti Suzuki India Limited
Audi Chevrolet
Ford
Honda
Hyundai
Tata
Toyota
Services-
Customization Services
Design Services
Companies-
Mahindra & Mahindra-Automotive Division
Mahindra Graphic Research Design
Mahindra Navistar Automotive
Mahindra Navistar Engines
Mahindra Reva Electric Vehicles
Mahindra Vehicle Manufacturers
Ssangyong Motor Company
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http://www.hoovers.com/company/Bajaj_Auto_Limited/rtrscri-1-1njg4g.htmlhttp://www.hoovers.com/company/Maruti_Suzuki_India_Limited/hjkyyi-1-1njg4g.htmlhttp://www.thefundu.com/category/brands/audi-brands/http://www.thefundu.com/category/brands/chevrolet-brands/http://www.thefundu.com/category/brands/ford/http://www.thefundu.com/category/brands/honda/http://www.thefundu.com/category/brands/hyundai/http://www.thefundu.com/category/brands/tata/http://www.thefundu.com/category/brands/toyota/http://www.mahindra.com/What-We-Do/Automotive/Services/Customization-Serviceshttp://www.mahindra.com/What-We-Do/Automotive/Services/Design-Serviceshttp://www.mahindra.com/What-We-Do/Automotive/Companies/Mahindra-and-Mahindra-Automotive-Divisionhttp://www.mahindra.com/What-We-Do/Automotive/Companies/Mahindra-Graphic-Research-Designhttp://www.mahindra.com/What-We-Do/Automotive/Companies/Mahindra-Navistar-Automotivehttp://www.mahindra.com/What-We-Do/Automotive/Companies/Mahindra-Navistar-Engineshttp://www.mahindra.com/What-We-Do/Automotive/Companies/Mahindra-Reva-Electric-Vehicleshttp://www.mahindra.com/What-We-Do/Automotive/Companies/Mahindra-Vehicle-Manufacturershttp://www.mahindra.com/What-We-Do/Automotive/Companies/Ssangyong-Motor-Companyhttp://www.hoovers.com/company/Bajaj_Auto_Limited/rtrscri-1-1njg4g.htmlhttp://www.hoovers.com/company/Maruti_Suzuki_India_Limited/hjkyyi-1-1njg4g.htmlhttp://www.thefundu.com/category/brands/audi-brands/http://www.thefundu.com/category/brands/chevrolet-brands/http://www.thefundu.com/category/brands/ford/http://www.thefundu.com/category/brands/honda/http://www.thefundu.com/category/brands/hyundai/http://www.thefundu.com/category/brands/tata/http://www.thefundu.com/category/brands/toyota/http://www.mahindra.com/What-We-Do/Automotive/Services/Customization-Serviceshttp://www.mahindra.com/What-We-Do/Automotive/Services/Design-Serviceshttp://www.mahindra.com/What-We-Do/Automotive/Companies/Mahindra-and-Mahindra-Automotive-Divisionhttp://www.mahindra.com/What-We-Do/Automotive/Companies/Mahindra-Graphic-Research-Designhttp://www.mahindra.com/What-We-Do/Automotive/Companies/Mahindra-Navistar-Automotivehttp://www.mahindra.com/What-We-Do/Automotive/Companies/Mahindra-Navistar-Engineshttp://www.mahindra.com/What-We-Do/Automotive/Companies/Mahindra-Reva-Electric-Vehicleshttp://www.mahindra.com/What-We-Do/Automotive/Companies/Mahindra-Vehicle-Manufacturershttp://www.mahindra.com/What-We-Do/Automotive/Companies/Ssangyong-Motor-Company7/31/2019 GANESH Pr Report
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CHAPTER-3
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Profile of Respondents:-
Auto Plaanate Indostry (Pvt.) Ltd situated at Dhanbad in Jharkhand, it is a rural area.
Mostly respondents employee of B.C.C.L and business man. Some respondentprefers
commercial vehicle and some for their personal use.
Recently Mahindra launched Navistar truck so some transporters also prefers truck
Mostly the age respondents that prefers to take the vehicle comes under 30-40 years of
age.
b
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CHAPTER-4
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DATA COLLECTION:
1. Table Showing The Respondent Ratio of male and female.
Sex respondents
Male 48
Female 12
Total 60
Interpretation:
From the above table it was found that most 48 respondents are
male and 12 respondents are female.
Chart showing the Respondent Ratio of male and female.
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2.Table Showing the frequently visit Auto Plaanate Indostry (pvt.) Ltd showroom in a
month.
s. no. Visit(time) respondent
1 1-2 17
2 2-5 30
3 5-10 11
4 More than
10 times
2
5 Total 60
Interpretation:
From the above table it was found that most 30 respondents visited 2-5 time to theAuto Plaanate and secondly 17 respondents visited 1-2 times .
Chart showing the frequently visit Auto Plaanate Indostry (pvt.) Ltd showroom in a
month.
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3. Table showing the satisfaction level with the customer care facility and staff.
s. no. Customer
care facility
respondent
1 Excellent 1
2 Very good 26
3 Moderate 29
4 Poor 4
5 Very poor 0
6 Total 60
Interpretation:
From the above table it was found that most 29 respondents are moderatelysatisfied with the customer care facility and staff and secondly26 respondentsconcludes to be very good.
Chart showing the satisfaction level with the customer care facility and staff.
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4. Table showing the friendliness and helpfulness of the staff members to resolve the
problem.
s. no. Helpfulness respondent
1 Very good 4
2 Good 25
3 Average 20
4 Poor 8
5 Very poor 3
6 Total 60
Interpretation:
From the above table it was found that most 25 respondents satisfied with goodhelpfulness and friendliness level and secondly20 respondents concludes to beaverage.
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Chart showing the friendliness and helpfulness of the staff members to resolve
the problem.
5. Table showing the rating of the overall knowledge and ability of staff to solve
problem
s. no. Staff ability respondent
1 Very good 5
2 Good 23
3 Average 27
4 Good 0
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5 Very good 5
6 Total 60
Interpretation:
From the above table it was found that most 27 respondents satisfied with average
knowledge and ability of staff to solve problem and secondly 23 respondents satisfied
with good.
Chart showing the rating of the overall knowledge and ability of staff to solve
problem.
6. Table Showing the professionalism of the staff members?
s. no. Professionalism staff respondent1 Excellent 2
2 Very good 26
3 Moderate 29
4 Poor 3
5 Very poor 0
6 Total 60
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Interpretation:
From the above table it was found that most 29 respondents satisfied with moderate
professionalism of the staff members and secondlynd
26 respondents satisfied with verygood.
Chart Showing the professionalism of the staff members?
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7. Table showing the accessibility to the department store.
s. no. Accessibility of
department store
respondent
1 Very high 6
2 High 25
3 Reasonable 24
4 Low 5
5 Very low 0
6 Total 60
Interpretation:
From the above table it was found that most 25 respondents give their view high for
accessibility to the department store and secondly 24 respondents satisfied with
reasonable .
Chart showing the accessibility to the department store.
8. Table showing the pricing system of goods.
s. no. Pricing system Respondent
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1 Excellent 4
2 Very good 20
3 Moderate 30
4 Poor 65 Very poor 0
6 Total 60
Interpretation:
From the above table it was found that most 30 respondents give their view about
pricing system is moderate and secondly 20 respondents satisfied with very good .
Chart showing the pricing system of goods.
9. Table showing the affordability of our goods.
s. no. Affordability of goods respondent
1 Very high 3
2 High 28
3 Reasonable 28
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4 Low 1
5 Very low 0
6 Total 60
Interpretation:
From the above table it was found that 28 respondents give their view about
affordability of our goods is high and as well as 28 respondents give their view
reasonable.
Chart showing the affordability of our goods.
10. Table showing the satisfaction of customer with the location of department store.
s. no. Satisfied(location) respondent
1 Very satisfied 13
2 Satisfied 28
3 Neither satisfied nor
dissatisfied
18
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4 Dissatisfied 1
5 Highly dissatisfied 0
6 Total 60
Interpretation:
From the above table it was found that 28 respondents give their view
satisfaction of customer with the location of department store is satisfied and
secondly18 respondents neither satisfied nor dissatisfied.
Chart showing the satisfaction of customer with the location of department
store.
11. Table showing the communication and instructions level received from
staff .
Interpretation:
From the above table it was found that 21 respondents give their view about
communication and instructions level received from staff is agree and
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secondly 20 respondents with highly agree.
Chart showing the communication and instructions level received from staff.
14.Table showing the recommendation of the customers for the store.
s. no. Recommend store respondent
1 Yes 54
2 No 6
3 Total 60
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Interpretation:
From the above table it was found that 28 respondents give their view about
recommend store with yes and 6 respondents give their view no. So 54 respondentsgive positive response out of 60 respondents.
Chart showing the recommendation of the customers for the store.
15. Table showing the rating of excellence scale.
s. no. Excellence scale Respondent
1 Excellent 2
2 Very good 29
3 Moderate 26
4 Poor 3
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5 Very poor 0
6 Total 60
Interpretation:
From the above table it was found that 29 respondents give their view about rating of
excellence scale is very good and secondly26 respondents give moderate .
Chart showing the rating of excellence scale.
16. Table showing the rating of the overall experience of the customer with company.
s. no. Respondent experience respondent
1 Very satisfied 23
2 Satisfied 26
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3 Neither satisfied nor
dissatisfied
11
4 Dissatisfied 0
5 Highly dissatisfied 0
6 Total 60
Interpretation:
From the above table it was found that 26 respondents give their view about overall
experience of the customer with company are satisfied and secondly23 respondents are
very satisfied.
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Chart showing the rating of the overall experience of the customer with company.
17. Table showing the satisfaction level of customer towards the quality standards.
s. no. Quality standards Respondent
1 Very high 5
2 High 29
3 Reasonable 24
4 Low 2
5 Very low 0
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6 Total 60
Interpretation:From the above table it was found that 29 respondents give their view about
satisfaction level of customer towards the quality standards is good and secondly
24respondets are satisfied with reasonable.
of satisfaction level of customer towards the quality standards is high.
Chart showing the satisfaction level of customer towards the quality standards.
Chi-Square Test
The chi test is being done on number of visit of the customer and ability of the staff
members in solving the customers query.
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H0=There is no association between the number of visit and ability taken by the
customer.
H1=There is association between the number of visit and ability taken by the customer.
1-2 2-5 5-10 10< -- total
Very good 2(a) 1(b) 2(c) 0(d) 5
Good 7(e) 12(f) 3(g) 1(h) 23
Average 7(i) 13(j) 6(k) 1(l) 27
Poor 0(m) 0(n) 0(o) 0(p) 0Very poor 1(q) 4(r) 0(s) 0(t) 5
Total 17 30 11 2 60
The expected frequency is calculated using the formula.
Expected Value= Raw total *column total
Grand total
a= 5*7 = 1.416
60
b= 5*30 = 2.5
60
c= 5*11 = 0.916
60
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d= 5*2 = 0.166
60
e= 23*17 = 6.516
60
f= 23*30 = 11.5
60
g= 23*30 = 4.216
60
h= 23*11 = 0.766
60
i= 27*17 = 7.65
60
j= 27*30 = 13.5
60
k= 27*11 = 4.95
60
l= 27*2 = 0.9
60
m= 0*17 = 0
60
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n= 0*30 = 0
60
o= 0*11 = o
60
p= o*2 =0
60
q= 5*17 = 1.416
60
r= 5*30 = 2.5
60
s= 5*11 = 0.916
60
t= 5*2 = 0.166
60
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Cell Oi Ei (Oi-Ei) (Oi-Ei)2 (Oi-Ei)
2/EiA 2 1.4 0.6 0.36 0.257
B 1 2.5 -1.5 2.25 0.9
C 2 0.9 1.1 1.25 1.34D 0 0.2 -0.2 0.04 0.2
E 7 6.5 0.5 0.25 0.038
F 12 11.5 0.5 0.25 0.021
G 3 4.2 -1.2 1.44 0.342
H 1 0.8 0.2 0.04 0.05
I 7 7.7 -0.7 0.49 0.063
J 13 13.5 -0.5 0.25 0.018
k 6 4.9 1.1 1.21 0.246
l 1 0.9 0.1 0.01 0.011m 0 0 0 0 0
N 0 0 0 0 0
o 0 0 0 0 0
p 0 0 0 0 0
q 1 1.4 -0.4 0.16 0.114
r 4 2.5 1.5 2.25 0.9
s 0 0.9 -0.9 0.81 0.9
t 0 0.2 -0.2 0.04 0.2
Total 5.6
X2cal=5.6 and
X2tab
is at 5% level is 21.026%
X2cal Ftab
It implies there is a significant contribution on the rating given by the customers as per
the vehicle type is concerned the mean value are not identical. Therefore there is
difference in the opinion on the rating corresponding to different types of vehicles.
Hence accept H1
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Correlation Test:
I am doing Correlation test for testing that correlation between the quality std. and
pricing System of the goods.
Pricing
system of
(x) goods
Quality
standard
(y)
U= x-30 V= y-24 Uv U2 V2
4 5 -26 -19 494 676 36120 29 -10 5 -50 100 25
30 24 0 0 0 0 0
6 2 -24 -22 528 576 484
0 0 -30 -24 720 900 576
u=-90 v=-60 uv=1692 u2=2252 v2=1446
X = 30 + u10
=30 + (-90)
10
= 30-9 =21
Y = 24 - v
10
= 24- (-60)
10
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= 30
r1 = nuv - u * v = 5*1692 (-90) * (-60)
nu2 (u)2 5*2252 (-90)2
= 8460 5400 = 3060 = 0.9683
11260 - 8100 3160
r2 = nuv - u*v = 8460 5400 = 3060
nv2 - (u)2 5*1446 3600 3630
= 0.843
r = r1*r2 = 0.90
Hence r=+.90 , therefore the relation between pricing and quality is highly positive
linear relationship means pricing of the product is directly proportional to the quality
of the good.
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CHAPTER-550
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FINDINGS:
It is inferred that the male respondents highly prefer to purchase the vehicle.
It is found that 29 of respondents are moderately satisfied with the customer care
facility.
It is inferred that 25of people recommends that the Auto Plaanate Indostry are
good in providing the helpfulness and friendliness and the lowest respondents
are 3.
It is found that the average (27) of employees is skilful, knowledgeable and able
to solve the customers query.
25 respondents think that there is high accessibility to department store.
It is inferred that 30 respondents are averagely satisfied with the pricing system.
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Applying chi-square test it is inferred that there is no association between the
knowledge and ability of the staff members in compare with the customers visit
to the store.
From the ANOVA test it is concluded that there is a significant contribution on
the rating given the customer while preferring the vehicle type.
Applying coefficient of co-relation it is inferred that there is a highly positive
relationship between the process and quality of goods.
Recommendations:
The current scenario demands that the company prefers to get a loyal customers
and can achieve that by providing good services so according to survey
conducted the company should focus more on there staff service towards the
customer and try to achieve the highest customer satisfaction level.
It has been found that the company will be providing the training to the drivers
for heavy vehicle(Navistar) which gives the opportunity to the driver staff to
take wrong advantage from the company and hence the customer finds difficulty
in purchasing such vehicle type.
The company should also focus on increasing the accessibility of the store for
the customers.
By the survey and interaction with the customer it is found that the customers
are unsatisfied with the company because they would not be able to receive the
goods on time.
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CONCLUSIONS:
The study is conducted to know the techniques for the customer retention for the
company and the survey has helped in providing the details regarding this. The study
has been able to accomplish the objective of the survey, and also in knowing the
strength and weakness of the company, the customer perception towards purchasing of
the vehicle, and the services that is being provided by the company.
It can be concluded that the company can initiate various steps for the customer
retention by following some of the recommendations given in this report.
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BIBLIOGRAPHY
http://www.mahindra.com/
http://www.mahindra.com/What-We-Do/Automotive
http://en.wikipedia.org/wiki/Mahindra_%26_Mahindra_Limited
http://www.surfindia.com/automobile/mahindra-logan.html
http://www.thefundu.com/tag/mahindra-rodeo/
http://stores.hoovers.com/storefront/multiproduct-view.ep?
eType=company&eID=138817000000000
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http://www.mahindra.com/http://www.surfindia.com/automobile/mahindra-logan.htmlhttp://www.mahindra.com/http://www.surfindia.com/automobile/mahindra-logan.html7/31/2019 GANESH Pr Report
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Customer Retention Questionnaire
Dear Respondent,
I am Ganesh Kumar Dubey Student of Dyananda Sagar Business School conducting project on
Customer Retention from Mahindra Automobiles and for this purpose I am taking information from
your side and this information is only use for my internal prospects.
Name of the customer____________
Age_______________________
Sex__________
Address___________________________Phone___________
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Please fill
out the following information accurately and clearly.
1.) Please state how many times you frequently visit Auto Plaanate Indostry showroom in a month?
a) 1 to 2 times
b)2 to 5 times
c)5 to 10 times
d)More than 10 times
2)What type of vehicle are you interested in purchasing?
View Agree Highly Agree Neither agree
nor Disagree
Disagree Highly
Disagree
Commercial
Personal
3)Are you happy with our customer care facility and staff?
a)Excellent b)Very Good c)Moderate d)Poor e)Very Poor
4)Please rate the friendliness and helpfulness of our staff members to resolve your problem?
a) very good b)good c)average d)poor e)very poor
5) How did you rate the overall knowledge and ability of our staff to solve your problem?
a) very good b)good c)average d)poor e)very poor
6)Please rate the professionalism of our staff members?
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a)Excellent b)Very Good c)Moderate d)Poor e)Very Poor
7)Please rate the accessibility to our department store?
a)Very High b)high c)Reasonable d)Low e)Very Low
8)Please rate the pricing system of our goods?
a)Excellent b)Very Good c)Moderate d)Poor e)Very Poor
9)Please rate the affordability of our goods?
a)Very High b)high c)Reasonable d)Low e)Very Low
10) Are you satisfied with the location of our department store?
a) very Satisfied b) satisfied c) neither satisfied nor dissatisfied
d) dissatisfied e) Highly dissatisfied
11)Is the communication and instructions received from staff is clear?
a) highly Agree b) agree c)neither agree nor disagree
d) disagree e)highly disagree
12) Please describe the aspects of our store that would make you come back.
________________________________________________________________________
________________________________________________________________________
13) Please describe the aspects of our store that would not make you come back.
________________________________________________________________________
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________________________________________________________________________
14) Would you recommend our store?
a) Yes b) No
15) How would you rate us in excellence scale?
a) Excellent b) Very Good c) Moderate d) Poor e)Very Poor
16.) How would you rate your overall experience with our company?
a)Satisfied b)very satisfied c)neither satisfied nor dissatisfied
d)dissatisfied e)Highly dissatisfied
17))Are you happy with our quality standards?
a)Very High b)high c)Reasonable d)Low e)Very Low
18)Do you have any complaint, regarding our products and staff?
Any Suggestions__________________________________________________________
Thank You
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THANK YOU