a study on customer satisfaction towards after sales service with referance to kamco's farm...

8/4/2019 A STUDY ON CUSTOMER SATISFACTION TOWARDS AFTER SALES SERVICE WITH REFERANCE TO KAMCO'S FARM EQUIPMENTS

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A STUDY ON CUSTOMER

SATISFACTION TOWARDS AFTER

SALES SERVICE WITH REFERENCE TOKAMCOs FARM EQUIPMENTS

Presented by

AKHIL THOMAS

Roll No: 1105604

Guided by

Dr. Bushan. D.Sudhakar

Reader,

Dept Of International Business


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INTRODUCTION

Agriculture is the backbone of the Indian economy.

Indian farmers have been using old and inefficientmethods and techniques of production.

To facilitate the purchase and distribution ofagricultural machinery to farmers in their respectivestates, Kerala Agro Industrial Corporation have beenset up in 1973.

Periodic or as-required maintenance or repair ofequipment by its manufacturer or supplier, during andafter a warranty period is called after sales service.


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OBJECTIVES OF THE STUDY

To know the after sales service perception of

the customers.

To ascertain the satisfaction level and its

influencers.

To measure the impact of the above analyses

on the future sales.


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RESEARCH METHODOLOGY

Primary Data

Questionnaire was used

Secondary Data

Journals and websites

Sampling: Non probability sampling (convenient sampling)

Sample size: 100

Sampling Area: Kozhikode, Kannur, and Wayanad

Statistical tools used: Percentage analysis, One way Anova.


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INDUSTRY ANALYSIS

32%

23%

32%

7%6%

Market Share

VST Tillers

Tractors Ltd.

TAFE

KAMCO

Aspee Agro

Navyug Agro

Market Shares of the Largest Agro-Machinery Manufacturing Companies

Source: Compiled from CMIE Database, Industry: Market Size & Shares, Agricultural

Machinery, April 2008, pp. 278-279.

45%

23%

32%

Tiller market share in India

VST Tillers

KAMCO Tillers

Chineese and others

Source: Company, Sushil Finance Research Estimates


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Use of power for agriculture(KW/Ha)

There has been a sustained

increase in the adoption of

mechanization in an attempt

to ensure greater return on

investment (ROI) and

sustainability of agriculture.

Source:FICCI, www.indiaagristat.com Source: FICCI, www.indiaagristat.com


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FINDINGS1. The service centres dont show any interest

in intimating the customers about the servicedate.

2. . The service centre staff doesnt have much

knowledge and they doesnt respond to theneeds of the customer.

3. . The service centre accessibility is poor.

4. A major share of the respondents say that

they are not much happy about the totalcharge incurred in repairing the machine outof the warranty period.


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5. About the customers perception most

customers feel that repair speed is the mostimportant factor in providing service.

6. Most of the customers say that the machine

breakdowns 1-2 times a year.

7. Most customers are of the opinion that they

want better service in future.

8. There will be a declain in profit that many

customers are not willing to purchase

anything from KAMCO nor they will

recommend the product to others.


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SUGGESTIONS

1. The service centre staff should be well trained.

2. Availability of spare needs to be improved indistricts like Wayand.

3. The repair time should be reduced.

4. There should be more service centers in thedistricts.

5. There should be a customer care centre so thatthey can register their complaints fromanywhere.


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THANK YOU

a study on customer satisfaction towards after sales service with referance to kamco's farm...

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