ford

1. A
Summer Training Report On
“Customer Satisfaction”
A case study of JAMMU FORD
Submitted In Partial Fulfilment of The
Degree Of
“Bachelor of Business administration”
By
Manish Mahajan
BBA (2010-2013)
Roll No. 301350007
Under The Supervision Of
Prof. Suresh Sadotra
Department Of Management Studies
Govt. M.A.M. College, Jammu

2. CONTENTS
 Introduction
 Objectives
 Research Methodology
 Data Analysis & Interpretation
 Findings
 Limitation
 Recommendations
 Conclusion

3. Introduction To Topic
Satisfaction are a person’s feelings of pleasure or
disappointment resulting from comparing a products
perceived
performance
relation
to
his/her
expectations. If the performance falls short of
expectation, the customer is dissatisfied. If the
performance matches the expectation customer is
satisfied. If the performance exceeds the expectation
the customer is highly satisfied.
In today‘s world customer is the key of the success
of any business. So, customer satisfaction level play
very key role to sale of the product. That‘s why we
decide to keep the project title related this key

4. Introduction To Ford
 Ford Motor Company is an American multinational
automaker headquartered in Dearborn, Michigan, a
suburb of Detroit. It was founded by Henry Ford and
incorporated on June 16, 1903. The company sells
automobiles
and
commercial
vehicles
under
the Ford brand.
 The
modern Ford
India
Private
Limited began
production in 1996. Its manufacturing plant is
situated in Chennai and in 1926, Ford India Private

5. Objectives
1. To understand the customer satisfaction
towards Ford.
2. To know the customer satisfaction about the
features of Ford.
3. To know the customer satisfaction towards
the after sales service offered by Ford.
4. To find the reasons for the dissatisfaction.

6. Research Methodology
A) Sample Site:- The survey was conducted in Jammu city.
(B) Sample size:-The sample size is 40 respondents.
(C) Sample Element:-The sample element of research is customers of
Jammu Ford.
(D) Sample Extent:-The sample extent is limited to Jammu city.
(E) Sample Duration:-The sample duration between June 15 to July
15, 2012.
(F) Sampling Procedure:-The sampling procedure followed is
convenience.
(G) Research instrument:-In this study the research instrument is
Questionnaire.
The questionnaire contains two types of questions:
1. Dichotomous questions

7. Data
Analysis
Interpretation
1.
S.No
a)
b)
c)
d)
e)
&
When you arrived at the workshop, how long did it take
before you were greeted by someone?
Attributes
Percentage
of
respondents
<5 min
40%
5-7 min
30%
7-15 min
25%
15-20 min
0%
20 min >
5%

8. Data
Analysis
Interpretation
2.
S.No
a)
b)
c)
d)
e)
Please rate the time taken for handling over your
vehicle for service/repair to workshop.
Attributes
<5 min
5-7 min
7-15 min
15-20 min
20 min >
Percentage
of
respondents
15%
35%
30%
5%
15%
&

9. Data
Analysis
Interpretation
&
3. Please rate the ease of arranging your visit to workshop
through appointment call, sms etc.
S.No
a)
b)
c)
d)
e)
Attributes
Percentage
of
respondents
<5 min
40%
5-7 min
30%
7-15 min
25%
15-20 min
0%
20 min >
5%

10. Data
Analysis
Interpretation
&
4. Please rate the whole process of getting vehicle in for
service/repair
S.No
a)
b)
c)
d)
e)
Attributes
Percentage
of
respondents
Excellent
35%
Good
40%
Average
25%
Bad
0%
Very Bad
0%

11. Data
Analysis
Interpretation
5. Courtesy/friendliness of Service Advisors.
S.No
a)
b)
c)
d)
e)
Attributes
Excellent
Good
Average
Bad
Very Bad
Percentage
of
respondents
28%
52%
20%
0%
0%
&

12. Data
Analysis
Interpretation
6. Understanding of problem with the vehicle.
S.No
a)
b)
c)
d)
e)
Attributes
Excellent
Good
Average
Bad
Very Bad
Percentage
of
respondents
25%
40%
35%
0%
0%
&

13. Data
Analysis
Interpretation
&
7. Explanation of work to be done, charges and delivery
time, while receiving the vehicle.
S.No
Attributes
Percentage
of
respondents
a)
Excellent
35%
b)
Good
25%
c)
Average
35%
d)
Bad
e)
Very Bad
5%
0%

14. Data
Analysis
Interpretation
8. Please rate the overall performance of the Service
Advisors.
S.No
Attributes
Percentage
of
respondents
a)
Excellent
30%
b)
Good
48%
c)
Average
20%
d)
Bad
e)
Very Bad
2%
0%
&

15. Data
Analysis
Interpretation
9.
S.No
a)
b)
c)
d)
e)
Please rate the time taken by workshop staff for
delivering your vehicle, after service/repair.
Attributes
<5 min
5-7 min
7-15 min
15-20 min
20 min >
Percentage
of
respondents
35%
40%
15%
10%
0%
&

16. Data
Analysis
Interpretation
10. Fairness of charges.
S.No
a)
b)
c)
d)
e)
Attributes
Excellent
Good
Average
Bad
Very Bad
Percentage
of
respondents
30%
30%
35%
5%
0%
&

17. Data
Analysis
Interpretation
&
11. Explanation of work done and charges for service/repair
at time of delivery of the vehicle.
S.No
a)
b)
c)
d)
e)
Attributes
Excellent
Good
Average
Bad
Very Bad
Percentage
of
respondents
20%
40%
35%
5%
0%

18. Data
Analysis
Interpretation
12. Vehicle ready at promised time.
S.No
Attributes
Percentage
of
respondents
a)
<5 min
35%
b)
5-7 min
20%
c)
7-15 min
25%
d)
15-20 min
10%
e)
20 min >
10%
&

19. Data
Analysis
Interpretation
13. Please rate the overall experience of picking up your
vehicle after service/repair from the workshop.
S.No
a)
b)
c)
d)
e)
Attributes
Excellent
Good
Average
Bad
Very Bad
Percentage
of
respondents
20%
55%
25%
0%
0%
&

20. Data
Analysis
Interpretation
14. Ease of driving in/out of workshop.
S.No
a)
b)
c)
d)
e)
Attributes
Excellent
Good
Average
Bad
Very Bad
Percentage
of
respondents
5%
15%
50%
20%
10%
&

21. Data
Analysis
Interpretation
15. Cleanliness of workshop service facilities.
S.No
a)
b)
c)
d)
e)
Attributes
Percentage
of
respondents
Excellent
15%
Good
50%
Average
35%
Bad
0%
Very Bad
0%
&

22. Data
Analysis
Interpretation
16. Comfort of waiting area.
S.No
a)
b)
c)
d)
e)
Attributes
Excellent
Good
Average
Bad
Very Bad
Percentage
of
respondents
20%
45%
25%
10%
0%
&

23. Data
Analysis
Interpretation
17. Please rate the overall workshop service facilities.
S.No
a)
b)
c)
d)
e)
Attributes
Percentage
of
respondents
Excellent
25%
Good
40%
Average
35%
Bad
0%
Very Bad
0%
&

24. Data
Analysis
Interpretation
18. Total time taken for servicing the vehicle.
S.No
a)
b)
c)
d)
e)
Attributes
Excellent
Good
Average
Bad
Very Bad
Percentage
of
respondents
15%
50%
25%
5%
5%
&

25. Data
Analysis
Interpretation
&
19. Thoroughness of maintenance/repair work performed.
S.No
a)
b)
c)
d)
e)
Attributes
Excellent
Good
Average
Bad
Very Bad
Percentage
of
respondents
5%
60%
30%
5%
0%

26. Data
Analysis
Interpretation
20. Availability of spare parts for service/repair.
S.No
a)
b)
c)
d)
e)
Attributes
Excellent
Good
Average
Bad
Very Bad
Percentage
of
respondents
10%
40%
20%
20%
10%
&

27. Data
Analysis
Interpretation
21. Condition and cleanliness of vehicle on return.
S.No
a)
b)
c)
d)
e)
Attributes
Excellent
Good
Average
Bad
Very Bad
Percentage
of
respondents
20%
45%
35%
0%
0%
&

28. Data
Analysis
Interpretation
22. Please rate the overall quality of work performed on
your vehicle.
S.No
a)
b)
c)
d)
e)
Attributes
Excellent
Good
Average
Bad
Very Bad
Percentage
of
respondents
15%
45%
40%
0%
0%
&

29. Data
Analysis
Interpretation
23. Was your vehicle picked up for service/repair and
delivered back to the premises?
S.No
a)
b)
c)
Attributes
Yes
No
Not
applicable
Percentage
of
respondents
0%
100%
0%
&

30. Data
Analysis
Interpretation
24. Was your transportation provided for dropping and
picking you from nearest convenient location?
S.No
a)
b)
c)
Attributes
Yes
No
Not
applicable
Percentage
of
respondents
0%
100%
0%
&

31. Data
Analysis
Interpretation
25. Were you notified by the service centre when your
vehicle was due for routine maintenance?
S.No
a)
b)
c)
Attributes
Percentage
of
respondents
Yes
30%
No
Not
applicable
70%
0%
&

32. Data
Analysis
Interpretation
&
26. Were you contacted after the service to see if the work
was performed to your satisfaction?
S.No
a)
b)
c)
Attributes
Percentage
of
respondents
Yes
35%
No
Not
applicable
55%
10%

33. Findings
Service initiation process was good as the customers
were greeted well and soon.
2. The service advisor was good and helpful but
sometimes was unable to understand some of the
problem of the customers.
3. Vehicle pick up process was good, vehicle was
delivered at promised time with fair charges.
4. Service facility was good, waiting room was
comfortable but the driving in and out of
workshop was uncomfortable.
5. The quality of service was found to be good as the
spare parts was available and the service was
done in reasonable time.
1.

34. Limitation
1. The study was conducted only in Jammu city.
2. Only one authorized service station for Ford
cars in Jammu city.
3. Lack of interest of people to join with the
survey.
4. The limitation of time is a big factor of the
survey.
5. Only convince sampling technique is used.

35. Recommendations
1. The Ford should expand their business as there
2.
3.
4.
5.
is only one service station in Jammu city.
service station should also provide some value
added services like vehicle pick and drop
service.
Ford service station should have all the spare
parts because it is the only authorized service
station in Jammu.
Driving in and out of workshop was not good
so few construction is required on the entry
gate of the station.
Company should take regular feedback should

36. Conclusion
FORD is acting as pioneer in the market of
automobile industry. The company has grown
progressively and shown tremendous profits since from
its inception regardless to the state of economy. The
company has spread its roots and branches to all over
India. The company is really performing very well
earning good profits and even it is named Car of the
year for Ford Figo.
As the research, has shown customer satisfaction
regarding Ford cars in Jammu is not up to the level.
Ford needs to improve some parts of products, services
in order to satisfy customers as high customer
satisfaction level helps the company to retain its

37. THANK
YOU