Efficiency Of Pratik Motors PVT Ltd Accounting Essay

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INTRODUCTION

Pratik Motors was established in the year 1994. The showroom is in Duler, Mapusa-Goa. Pratik Motors has a dealership of YAHAMA motor bikes. Its products are R15, Fz, Fz-S, Fazer, Gladiator, Sz, etc. Its service station is located at Mapusa Industrial Estate, opp to Xaviers College. Ashok Sapra is the owner of Pratik Motors.

TOTAL MANPOWER: all together 21 employees works in Pratik Motors. 15 in servicing department, 13 in sales and back office department and 2 in spares department and 1 manager. Human resource department is handled by same manager.

I

Definition of customer satisfaction:

"The extent to which a customer's expectations of product quality, service quality, and price are met".

OBJECTIVE OF THE SURVEY

The main objective of this study was to ascertain the different factors which affect the level of customer satisfaction regarding service of the bike after sale.

To know the expectations and requirements of all customers regarding service.

Determining how well the company is satisfying these expectations and requirements.

To find the service standards of the company.

Ascertain the various factors that are responsible for dissatisfying the customers and thereby what are its consequences.

Find out the dissatisfying factors and suggest ways to overcome them, so that the customers are provided with a decent as well as satisfactory service.

LIMITATION OF THE SURVEY

Some of the respondents were not responding to some of the questions.

In the actual practice it is very difficult to satisfy each and every individual.

Satisfaction is a subjective term and it differs from one Individual to another.

For some customers we found that the service provided by Pratik motors was good and for some it was unsatisfactory.

Some respondents hesitated to give actual situation.

The findings and conclusions can result in bias.

RESEARCH METHODOLOGY

The methodology followed for conducting the study includes the specification of Research design, sample design, questionnaire design, data collection and Statistical tools used for analyzing the collected data.

RESEARCH DESIGN

The research design for this project is descriptive research design as descriptive studies attempt to obtain a complete and accurate description of this situation. So in this study full description of the attitudes of the customers regarding the service provided to them by Pratik motors will be known so it is a descriptive study.

SAMPLING DESIGN

Determining the sampling size and nature was the first step.

Total numbers of people selected were 100 customers of Pratik motors.

POPULATION

The populations of my research are the customers of "Pratik Motors PVT. LTD"

SAMPLE SIZE

The sample sizes for my project are 100 customers of Pratik Motors.

A pilot survey was conducted before finalizing the questionnaire and10 customers were surveyed through verbal interviews. The results of the pilot survey in brief why the customers were dissatisfied is as follows:

Reminder of pre servicing of bike.

Punctuality at delivering vehicle after servicing.

Quality of repairs.

Data collection was also done with the help of personal observation.

After completion of survey the data was analysed and conclusion was drawn.

At the end all information was compiled to complete the project report.

DATA COLLECTION

Primary Source

Personal Investigation

Observation Method

Information from correspondents

DATA COLLECTION METHODS

Survey method of data collection through questionnaires survey were two methods of data collection used.

NEED FOR SURVEY

To know the service efficiency of the Pratik Motors company.

To know the customer satisfaction regarding the service provided by the Pratik Motors Service Centre.

Are you a regular customer of Pratik Motors?

Frequency

Percentage

Yes

100

100%

No

0

0%

Total

100

100%

Interpretation: As can be seen from above analysis, 100 % of the customers are regular customers of Pratik Motors.

I continue the services of pratik motors because of :

Frequency

Percentage

Free servicing

52

52%

Good quality service

48

48%

Total

100

100%

Interpretation: the above analysis shows that, 52% of the people would like to continue the service with Pratik Motors because of free servicing, while 48% of them would continue to prefer Pratik motors as they are giving good quality service.

Pratik Motors always reminds me about my servicing.

Frequency

Percentage

Strongly agree

2

2%

Agree

5

5%

neither agree nor disagree

56

56%

disagree

28

28%

strongly disagree

9

9%

Total

100

100%

Interpretation: 2% of the respondents strongly agree that Pratik Motors always reminds customers about their servicing. Whereas 5% of the respondents agree that Pratik Motors remind customers about their servicing. Around 56% neither agree nor disagree that they get reminded about their servicing. 28 % disagree that Pratik Motors remind them about their servicing. About 9% strongly disagree that Pratik motor informs them about their servicing.

Ease of obtaining appointment for service.

Frequency

Percentage

Very easy

28

28%

Easy

37

37%

Medium

18

18%

Difficult

14

14%

Very difficult

3

3%

Total

100

100%

Interpretation: 3% of the respondents said that Ease of obtaining appointment for service is very easy. 37% said its easy. Around 18% said its medium. Whereas 14% respondents says its difficult. About3% said its very difficult.

Pratik Motors provide me on road service.

Frequency

Percentage

Strongly agree

10

10%

Agree

32

32%

neither agree nor disagree

26

26%

disagree

22

22%

Strongly disagree

10

10%

Total

100

100%

Interpretation: 10% of the respondents strongly agree that Pratik Motors provide me on road service. Whereas 32% of the respondents agree that Pratik Motors provide me on road service. Around 26% neither agrees nor disagrees that provides me on road service. 22 % disagree that Pratik Motors provide me on road service. About 10% strongly disagree that Pratik Motors provide me on road service.

Pratik Motors are always punctual regarding appointment given to the customers.

Frequency

Percentage

Strongly agree

11

11%

Agree

32

32%

neither agree nor disagree

15

15%

disagree

40

40%

Strongly disagree

2

2%

Total

100

100%

Interpretation: 11% of the respondents strongly agree that Pratik Motors are always punctual regarding appointment given to the customers. Whereas 32% of the respondents agree that Pratik Motors are always punctual regarding appointment given to the customers. Around 15% neither agrees nor disagrees that Pratik Motors are always punctual regarding appointment given to the customers. 40% disagree that Pratik Motors are always punctual regarding appointment given to the customers. About 2% strongly disagrees that Pratik Motors are always punctual regarding appointment given to the customers.

Pratik Motors is punctual at timely delivery of the vehicle.

Frequency

Percentage

Strongly agree

19

19%

Agree

16

16%

neither agree nor disagree

7

7%

disagree

36

36%

Strongly disagree

22

22%

Total

100

100%

Interpretation: 19% of the respondents strongly agree that Pratik Motors is punctual at timely delivery of the vehicle. Whereas 16% of the respondents agree that Pratik Motors are always punctual at timely delivery of the vehicle. Around 7% neither agrees nor disagrees that Pratik Motors are always punctual at timely delivery of the vehicle. 36% disagree that Pratik Motors are always punctual at timely delivery of the vehicle. About 22% strongly disagrees that Pratik Motors are always punctual at timely delivery of the vehicle.

In case of any emergency pratik motors adjust the appointment time.

Frequency

Percentage

Strongly agree

19

19%

Agree

49

49%

neither agree nor disagree

15

15%

disagree

9

9%

Strongly disagree

8

8%

Total

100

100%

Interpretation: 19% of the respondents strongly agree that In case of any emergency pratik motors adjust the appointment time. Whereas 49% of the respondents agree that In case of any emergency pratik motors adjust the appointment time. Around15% neither agrees nor disagrees that In case of any emergency pratik motors adjust the appointment time. 9% disagree that In case of any emergency pratik motors adjust the appointment time. About 8% strongly disagrees that In case of any emergency pratik motors adjust the appointment time.

Promptness of the service advisor in opening of the job card.

Frequency

Percentage

Excellent

13

13%

Very good

17

17%

Good

57

57%

Fair

10

10%

Poor

3

3%

Total

100

100%

Interpretation: 13% of the respondents say that the promptness of the service advisor in opening of the job card is excellent. Whereas 17% of the respondents say that the promptness of the service advisor in opening of the job card is very good. Around 57% say that the promptness of the service advisor in opening of the job card is good.10% say that the promptness of the service advisor in opening of the job card is fair. About 3% say that the promptness of the service advisor in opening of the job card is poor.

Pratik Motors always respond to customers Complaint

Frequency

Percentage

Always responds

2

2%

Most of the times

9

9%

Some times

18

18%

Never

71

71%

Total

100

100%

Interpretation: 2% of the respondents say that Pratik Motors always respond to customers Complaint. Whereas 9% of the respondents say that most of the times Pratik Motors respond to customers Complaint. Around 18% say that sometimes Pratik Motors respond to customers Complaint. But 71% say that the times Pratik Motors never respond to customers Complaint

Complaint Box of Pratik Motors service station is very effective.

Frequency

Percentage

Strongly agree

1

1%

Agree

5

5%

neither agree nor disagree

33

33%

disagree

42

42%

Strongly disagree

19

19%

Total

100

100%

Interpretation: 1% of the respondents strongly agree that Complaint Box of Pratik Motors service station is very effective. Whereas 5% of the respondents agree that Complaint Box of Pratik Motors service station is very effective. Around 33% neither agrees nor disagrees that Complaint Box of Pratik Motors service station is very effective. 42% disagree that Complaint Box of Pratik Motors service station is very effective. About 19% strongly disagrees that Complaint Box of Pratik Motors service station is very effective.

Attitude of receptionist

Frequency

Percentage

highly satisfied

36

36%

satisfied

43

43%

neither satisfied nor dissatisfied

16

16%

dissatisfied

3

3%

highly dissatisfied

2

2%

Total

100

100%

Interpretation: 36% of the respondents are highly satisfied with the attitude of receptionist. Whereas 43% of the respondents are satisfied with the attitude of receptionist. Around 16% are neither satisfied nor dissatisfied with the attitude of receptionist. 3% are dissatisfied with the attitude of receptionist. About 2% are highly dissatisfied with the attitude of receptionist

Attitude of supervisor

Frequency

Percentage

highly satisfied

20

20%

Satisfied

22

22%

neither satisfied nor dissatisfied

29

29%

Dissatisfied

20

20%

highly dissatisfied

9

9%

Total

100

100%

Interpretation: 20% of the respondents are highly satisfied with the attitude of supervisor. Whereas 22% of the respondents are satisfied with the attitude of supervisor. Around 29% are neither satisfied nor dissatisfied with the attitude of receptionist. 20% are dissatisfied with the attitude of supervisor. About 9% are highly dissatisfied with the attitude of supervisor.

Pratik Motors provides prior explanation of the job to be carried out and cost estimate.

Frequency

Percentage

Strongly agree

11

11%

Agree

30

30%

neither agree nor disagree

29

29%

disagree

13

13%

Strongly disagree

17

17%

Total

100

100%

Interpretation: 11% of the respondents strongly agree that Pratik Motors provides prior explanation of the job to be carried out and cost estimate. Whereas 30% of the respondents agree that Pratik Motors provides prior explanation of the job to be carried out and cost estimate. Around 29% neither agrees nor disagrees that Pratik Motors provides prior explanation of the job to be carried out and cost estimate. 13% disagree that Pratik Motors provides prior explanation of the job to be carried out and cost estimate. About 17% strongly disagrees that Pratik Motors provides prior explanation of the job to be carried out and cost estimate.

please rate the following 1=poor, 2= fair,3= good4= very good, 5= excellent

Waiting room

1

2

3

4

5

Cleanliness of waiting room

0

1

25

46

28

Sitting arrangement

1

2

25

33

39

Facilities provides

42

22

12

18

6

Explanation of work done and charges at the time of delivery.

Frequency

Percentage

highly satisfied

6

6%

satisfied

20

20%

neither satisfied nor dissatisfied

49

49%

dissatisfied

15

15%

highly dissatisfied

10

10%

Total

100

100%

Interpretation: 6% of the respondents are highly satisfied with the Explanation of work done and charges at the time of delivery. Whereas 20% of the respondents are satisfied with the Explanation of work done and charges at the time of delivery. Around 49% neither satisfied nor dissatisfied with the Explanation of work done and charges at the time of delivery. 15% dissatisfied with the Explanation of work done and charges at the time of delivery. About 10% are highly dissatisfied with the Explanation of work done and charges at the time of delivery.

Quality of repairs carried out.

Frequency

Percentage

highly satisfied

19

19%

Satisfied

61

61%

neither satisfied nor dissatisfied

12

12%

Dissatisfied

6

6%

highly dissatisfied

2

2%

Total

100

100%

Interpretation: 19% of the respondents are highly satisfied with the Quality of repairs carried out. Whereas 61% of the respondents are satisfied with the Quality of repairs carried out. Around 12% neither satisfied nor dissatisfied with the Quality of repairs carried out. 6% dissatisfied with the Quality of repairs carried out. About 2% are highly dissatisfied with the Quality of repairs carried out.

Explanation of maintenance tips at the time of delivery.

Frequency

Percentage

highly satisfied

8

8%

Satisfied

6

6%

neither satisfied nor dissatisfied

21

21%

Dissatisfied

47

47%

highly dissatisfied

18

18%

Total

100

100%

Interpretation: 8% of the respondents are highly satisfied with the Explanation of maintenance tips at the time of delivery. Whereas 6% of the respondents are satisfied with the explanation of maintenance tips at the time of delivery. Around 21% neither satisfied nor dissatisfied with the Explanation of maintenance tips at the time of delivery. 47% dissatisfied with the Explanation of maintenance tips at the time of delivery. About 18% are highly dissatisfied with the Explanation of maintenance tips at the time of delivery.

Overall satisfaction level of service provided by Pratik Motors.

Frequency

Percentage

highly satisfied

19

19%

Satisfied

22

22%

neither satisfied nor dissatisfied

33

33%

Dissatisfied

26

26%

highly dissatisfied

0

0%

Total

100

100%

Interpretation: 19% of the respondents are highly satisfied with the Overall satisfaction level of service provided by Pratik Motors. Whereas 22% of the respondents are satisfied with the Overall satisfaction level of service provided by Pratik Motors. Around 33% neither satisfied nor dissatisfied with the Overall satisfaction level of service provided by Pratik Motors. 26% dissatisfied with the Overall satisfaction level of service provided by Pratik Motors. Nobody is highly dissatisfied with Overall satisfaction level of service provided by Pratik Motors

FINDINGS

More than 50% of the respondents either said that it is easy or very easy to get appointment for service.

42% respondents said that they got on road service.

When asked about the punctuality towards the appointment given to customers the response was almost neutral.

48% of the respondents were not satisfied with the timely delivery of the vehicle.

57% of the respondents found the promptness of the service advisor in opening of the job card is good.

71% of the respondents said that Pratik Motors never respond to customers Complaint

30% of the respondents said Pratik Motors provides prior explanation of the job to be carried out and cost estimate.

61% of the respondents were satisfied with the quality of repairs carried out at Pratik Motors.

47% of the respondents were dissatisfied by explanation of maintenance tips at the time of delivery.

22% of the customers are satisfied towards overall service provided by Pratik Motors

26% of the customers are dissatisfied towards overall service provided by Pratik Motors

CONCLUSION

After the research it was found that customers found it easy to get appointment for servicing, customers also avail benefits of on road services. The company lack in timely delivery of vehicles. Customers found that Pratik Motors do not respond to the queries. Customers were satisfied with the quality of servicing provided by Pratik Motors. 26% of the customers were dissatisfied with the overall service of Pratik Motors.

RECOMMENDATION AND SUGGESTIONS

Many respondents while in the survey expressed their views that spare parts of the bikes some times were not available. Further some customers also expressed that price of spare parts are higher compare to other stores. Company should try to improve on the above two points so that the customers are retained.

Company should be punctual towards the appointment given to customers.

Company should try to deliver the vehicle on time once the servicing is done.

Company should attend customer's complaints.

Learning

From this study I acquired the knowledge of main different factors which affect the level of customer satisfaction regarding service of the bike.

Factors that are responsible for dissatisfying the customers and thereby what are its consequences.

BIBLOGRAPHY

KOTLAR MARKETING BOOK.

www.google.com Annexure

Are you a regular customer of Pratik Motors?

If yes then why?

If no why?

I continue the services of Pratik Motors because of :

Free servicing

Good quality service

Pratik Motors always reminds me about my servicing.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Ease of obtaining appointment for service.

Very easy

Easy

Medium

Difficult

Very difficult

Pratik Motors provide me on road service.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Pratik Motors are always punctual regarding appointment given to the customers.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

If disagree and strongly disagree then please mention reason:

Pratik Motors is punctual at timely delivery of the vehicle.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

If disagree and strongly disagree then please mention reason:

In case of any emergency pratik motors adjust the appointment time.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Promptness of the service advisor in opening of the job card.

Excellent

Very good

Good

Fair

Poor

Pratik Motors always respond to customers Complaint

Always responds

Most of the times

Some times

Never

Complaint Box of Pratik Motors service station is very effective.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Give your opinion regarding the availability of spare parts at Pratik Motors.

Give your opinion regarding cost of the spare parts at pratik motors.

Attitude of receptionist

Highly satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Highly dissatisfied

Attitude of supervisor

Highly satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Highly dissatisfied

Pratik Motors provides prior explanation of the job to be carried out and cost estimate.

Strongly agree

Agree

Neither agree nor disagree

Disagree

Strongly disagree

Please rate the following 1=poor, 2= fair,3= good4= very good, 5= excellent

Waiting room

1

2

3

4

5

Cleanliness of waiting room

Sitting arrangement

Facilities provides

Explanation of work done and charges at the time of delivery.

Highly satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Highly dissatisfied

Quality of repairs carried out.

Highly satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Highly dissatisfied

Explanation of maintenance tips at the time of delivery.

Highly satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Highly dissatisfied

Overall satisfaction level of service provided by Pratik Motors.

Highly satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Highly dissatisfied

Any suggestions for Pratik Motors service station.

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