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



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_distribution


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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.

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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_dependence


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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

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http://www.hoovers.com/company/Ashok_Leyland_Limited/rtrjfti-1-1njg4g.htmlhttp://www.hoovers.com/company/Ashok_Leyland_Limited/rtrjfti-1-1njg4g.html


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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-Company


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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:


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:


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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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.html


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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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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?


9)Please rate the affordability of our goods?


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?


18)Do you have any complaint, regarding our products and staff?

Any Suggestions__________________________________________________________

Thank You

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THANK YOU

Documents

GANESH Pr Report