kannan customersat suzuki final

7/28/2019 Kannan Customersat Suzuki Final

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CHAPTER I

INTRODUCTION

SUZUKIPhilosophy

The core philosophy of SUZUKI is to provide VALUE-PACKED PRODUCTS .

Since the founding of SUZUKI Motor Corporation, the Organizations endeavor has

always been to provide VALUE-PACKED PRODUCTS as one of the

manufacturingphilosophies.

SUZUKI believes that VALUE-PACKED PRODUCTS come from the effort to

carry out Product development from customers point of view. This policy has been in

effect since Companys inception and has helped the Organization to meet customers

needs. As a result, SUZUKIs Products have become well received throughout the

World. SUZUKI is fully committed to create Products that meet customers demand

by utilizing its dynamic, long-nurtured technological advantage coupled with its fresh

and active human resources.

Mission Statement

Develop products of superior value by focusing on the customers.

Establish a refreshing and innovative company through teamwork.

Strive for individual excellence through continuous improvement.

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Company NameSUZUKI MOTORCYCLE INDIA PRIVATE LIMITED is a

subsidiary of Suzuki Motor Corporation, Japan where in we are

having the same manufacturing philosophy of VALUE PACKED

PRODUCTS right from the inception. SMIPL will be

manufacturing two wheelers best suited for the valuable Indian

customers covering all segments.

Plant area and production

capacity

We have installed our manufacturing plant in Gurgaon

(Haryana) having the annual plant capacity of 1,20,000 units.

We have got total land area of 37 acres and out of which

presently our plant is constructed in 6.5 acres of land and

remaining area is left for the land development and future

expansion.

CapitalRs. 713.43 Million

Managing DirectorMr. Satya Sheel Khosla

Joint Managing DirectorMr. Katsumi Takata

Personnel over the years

Main ProductsMotorcycle and scooter

Head Office, Plants & Facilities

2

Items Year 2006-07

Total number of employees 321

Name Address Operations

Suzuki

Motorcycle

India Pvt Ltd

Village Kherki Dhaula,

Badshahapur, L.H.-8,

Link Road, Gurgaon.

Head office affairs

Motorcycle engines

assembling andmachining

Spare partsadministration

Education and

training

Public relations

Research anddevelopment

Testing and

development of

motorcycles


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EnvironmentAt Suzuki, the philosophy of keeping environment first is

properly percolated downwards. To comply with all applicable

legislations and setting standards thereof remains only abeginning. We thrive to discover and invent mechanisms for

better environment management systems and its a continuous

process which is managed by a separate wing of experts and

specialist in the field.

The biggest testimony of Suzukis commitments towardsenvironment first is seen in the new plant of Suzuki twowheelers at Gurgaon which is built to be a Zero discharge plant.

We have embraced Natural light optimization system and waterharvesting systems besides several other measures to createbetter and cleaner environment around us. All packagingmaterial used by Suzuki is re-cycleable. A constant flow ofinternal communication on environment related issues not onlycreates awareness amongst employees but also helps ininculcating an environment friendly value system.

Motorcycles

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Zeus 125 xcd Zeus 125 EU

Heat Alloy Zeus 125X

Heat Alloy

Scooters

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http://www.suzukimotorcycle.co.in/products/zeus_xcd.htmhttp://www.suzukimotorcycle.co.in/products/zeus_eu.htmhttp://www.suzukimotorcycle.co.in/products/zeus_new_bike.htmhttp://www.suzukimotorcycle.co.in/products/zeus.htmhttp://www.suzukimotorcycle.co.in/products/zeus_new_bike.htmhttp://www.suzukimotorcycle.co.in/products/zeus_new_bike.htmhttp://www.suzukimotorcycle.co.in/products/zeus.htmhttp://www.suzukimotorcycle.co.in/products/heat_alloy.htmhttp://www.suzukimotorcycle.co.in/products/zeus_eu.htmhttp://www.suzukimotorcycle.co.in/products/zeus_xcd.htmhttp://www.suzukimotorcycle.co.in/products/zeus_xcd.htmhttp://www.suzukimotorcycle.co.in/products/zeus_eu.htmhttp://www.suzukimotorcycle.co.in/products/zeus_new_bike.htmhttp://www.suzukimotorcycle.co.in/products/zeus.htmhttp://www.suzukimotorcycle.co.in/products/zeus_new_bike.htm


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Access 125

Authorised Main Dealer -SUZUKI Motor Company Limited

Blue Diamond Motors was started in 2005. The present sole proprietor

Shri.Duraisamy. Initially the firm deals with Automobile spare parts and in the year

1999. It took up the dealership of Suzuki motors. Blue Diamond Motors had

constructed a new showroom at Chidambaram main Road, Cuddalore admeasuring

14,500 S.qt at a total cost of Rs.120 lakhs.

We have four Authorised Service centers. The organisations records shown

that the sale of vehicle has increase and they have 30% share in two wheeler segment

at Cuddalore. Our sales for the year ending March 2007 was Rs.988.09 Lakhs and

projected for the year ending 31.3.2008 is Rs.1201.80 lakhs.

There are three departments in Blue diamond motors. The are Sales, Service

and Spareparts department. This dealership covers the whole Cuddalore district.

Presently 100 to 120 vehicles sales per month and totally 65 employees are working

in this organization.

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THE INDUSTRY:

Here the researcher explains about two industries the first one is automobile

industry and the second is logistics industry of concerned company depends on

automobile industry.

AUTOMOBILE INDUSTRY

This is the most important industry in India. It is biggest industry in India. It

has strong employment potential both directly and indirectly. It employs both skilled

and unskilled labour society. So the customer division of Suzuki is a derived industry

by the automobile industry.

The domestic automobile industry would like to believe it is the barometer of

the economy. Such a belief is line with international trends since in most mature

economics the automobile industrys performance is viewed as a reflection of the

economys health.

Going by depth and diversity, the Indian automobile industry is effectively

still in its infancy and companies, through many of them have been around for long,

have reached a respectable size only in the past decade or so. The opening up of the

industry to competition has also accelerated the growth of domestic companies.

In terms of size, the automobile industry, with a gross turnover of about

Rs.49,202 crores, constituted 4.12 % of the gross turnover of about the estimated

total auto industry size of Rs. 54,000 crores for 2006-07 is only a marginal

improvement over the previous year in in terms of share in the sector are based on the

fact that in developed economics, the average contribution by the auto industry to

GDP exceeds 7 percent.

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The stock market has traditionally held an attraction for automobile stocks.

Listed automobile stocks outperformed the market on a number of occasions in the

past four years a period when activity in the sector peacked.

Today with a market capitalization of Rs.15.665 crore, transport stocks

constitute about 5.73% of the total market cap of the Bombay stock exchange(BSE)

Sensitive index and about 2.5 % of the total market cap of the BSE.

The total market cap of automobile stocks, at Rs.9,960.56 crore at the end of

the 2006-07 fiscal, constituted less than two percent of the BSEs total market

capitalization. This was lower than the end of the industry market cap of Rs.22,126

crore at the end of 1997-98, representing 3.95% of the total market cap of all BSE

stocks as on march 31,1998.

Through now they are not considered bellwether stocks, nevertheless, given the

pivotal position of the automobile industry in the economy, companies in the sector

usually enjoy better valuations than their counterparts in many other sectors. That is

the case even internationally.

A comparison with the sensex, a smaller sample of six top performing

automobile stocks was considered for a more realistic assessment. They are Tata

Engineering. Which has a presence in the commercial vehicle(cv) and passenger car

segments; Ashok Leyland, Mahindra & Mahindra; and the twowheeler manufacturers

Bajaj Auto, TVS, SUZUKI and HeroHonda Motors.

On these valuation parameters, the major automobile stocks appear to have

reached their respective upside potential or, at best, the room for further increase in

their valuations is marginal . having said that, the historic price movements of these

stocks indicate that the market trends to, more readily, discount earnings potential in

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automobile stocks. As a result, turn around cases, especially among the top

companies, have led to a sharp rebound in those stocks.

Apart from the potential of company specific news these stocks, their overallpeformance potential depends on a few growth drivers. These could include factors

such as the continued growth of thw economy and consequently, disposable incomes,

good monsoons, greater diversity in products and in some cases, the ability of

companies to perform consistenly even after snapping ties with their joint venture

partners.

BLOCK DIAGRAM OF AUTOMOBILE INDUSTRY CLASSIFICATION

8

INDIAN AUTO

MOBILE INDUSTRY

THREE

WHEELERS

MULTI

UTILITY

VEHICLES

COMMERCIAL

VEHICLES

TWO

WHEELE

S

PASSENGE

R CARS

PASSENGE

RCARRIERS

GOODS

CARRIERS

SCOOTERSMOTOR

CYCLES

MOPEDS


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KEY PLAYERS:

The main players in such segments of the automobile sector are given below:

TWO WHEELERS:

MOTOR CYCLES

1. TVS

2. BAJAJ

3. HERO HONDA

4. SUZUKI

5. HONDA

6. YAMAHA

THREE WHEELERS:

BAJAJ TEMPO

BAJAJ AUTO

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GREAVES

OBJECTIVES OF THE STUDY

To find out the operational parameters in respect to product, price,

promotion, and physical distribution.

To identify the customer satisfaction towards SUZUKI Products in respect

of after sale service.

To find out the level of customer satisfaction towards the available service

at Blue Diamond Motors, Cuddalore.

To suggest the way and the means to improve the satisfaction level of the

consumer.

Forecast the market potential for Suzuki Motors Products in Cuddalore.

Scope of the Study

1. This study would prove to be at great importance, to know about the customer

satisfaction level about the Suzuki Products.

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2. This study will help to promote the Suzuki Motors vehicle from its competitive

brands.

NEED AND IMPORTANCE OF THE STUDY

The motor cycle market is one of the most competitive markets in the country.

A market characterised by enamel proliferation and almost zero product

differentiation. All this has forced organisations to received constant feed back about

its marketing programmes.

LIMITATIONS

The study is conferred only in Cuddalore District. Further the two wheeler market

is huge for which the sample of 78 consumers are not an ideal representation forthe total population.

The recommendations put forward look generalization because of the sample size

selected.

The study has the limitation of place and time.

There is always a chance of bias and human error being found in any survey.

Moreover, convenience sampling had been adopted for data collection.

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CHAPTER II

RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problem. It

is necessary for the researcher to know the methodology of the research. The present

study depends only upon primary data and secondary data collected from the

customer of Blue Diamond motors,Cuddalore.

RESEARCH DESIGN:

A research design is the arrangement of condition for collection and analysis of

data in a manner that aims to combines relevance to the research purpose with the

economy in procedure. A mixture of exploratory and descriptive research was adopted

for this study to achieve of the study.

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Exploratory research studies are also termed as formulated research studies.

This type of research design is more flexible to carry out the research. The design

provides the opportunity for considering different aspect of the problem. The researchadopted the method of experience survey to collect the data.

The descriptive study is typically concerned with determining frequency with

which something occur or own to variables vary together. Descriptive research

process seeks to determine the answer to whom? What? And how?

SOURCE OF DATA:

PRIMARY DATA:

The primary data has been collected from the customers through the help of

questionnaire. The data will be collected under three broad categories such as

personal data, monetary data and non-monetary data.

SECONDARY DATA:

The secondary data has been collected from the management records, reference

book such as magazines, company profile, and industry profile.

DATA ANALYSIS:

The data collected from the respondent were analyzed with the help of simple

percentage method. Also scaling techniques is used to find out the level of satisfaction

of respondents. It is a summated scale of 3-point and 5-point scale.

SAMPLE SIZE AND SAMPLING PROCEDURE:

An interview study was designed to collect data from customers of Blue

Diamond Motors, Cuddalore.

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A total number of Seventy five customers were interviewed. The data were

collected by simple random sampling method which was adopted to collect details

form various customers.

DATA COLLECTION METHOD:

Personal interviews were adopted to collect the data from the respondents.

Initially gentle introduction was established and good co-operation from the

respondents was elicited. The respondents interviewed in a structured order.

SATISTICAL TOOLS USED:

To fill the objective for the study both conventional and non-conventional

statistical techniques were used. The conventional statistical techniques adopted in the

present studies are:

SIMPLE PERCENTAGE METHDOD

GRAPHICAL REPRESENTATION

WEGHTED AVERAGE METHOD

CHAPTER III

REVIEW OF LITERATURE

Who is Customer?

A Customer is the most important person ever in this office in person or by mail.

A Customer is not dependent on us we are dependent on him.

A Customer is not an interruption of our work he is the purpose of it. We are

not doing a favour by serving him he is doing us a favour by giving us the

opportunity to do so.

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A Customer is not someone to argue or match wits with. Nobody ever won an

argument with a Customer.

A Customer is a person who brings us his wants. It is our job to handle themprofitably to him and to ourselves.

CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depends on the offers

performance in relation to the buyers expectations. In General:

Satisfaction is a persons feelings of pleasure or disappointment resulting from

comparing a products perceived performance (or outcome) in relation to his or her

expectations.

As this definition makes clear, satisfaction is function of perceived

performance and expectations. If the performance falls short of expectations, the

customer is dissatisfied. If the performance matches the expectations, the customer is

satisfied. If the performance exceeds expectations, the customer is highly satisfied or

delighted.

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DELIVERING CUSTOMER VALUE AND SATISFACTION

Every firm is a collection of activities that are performed to design, produce,

market, deliver, and support its product. The value chain identifies nine strategically

relevant activities that create value and cost in a specific business. These nine valuecreating activities consist of fie primary activities and four support activities.

The primary activities represent the sequence of bringing materials into the business

(inbound logistics), converting them into final products (operations), shipping out

final products (outbound logistics), marketing them (Marketing and sales) and

servicing them (service). The support activities procurement, technology

development, human resource management, and firm infrastructure are handled in

certain specialized departments, but not only there. For example, other departments

may do some procurement and hiring of people. The firms infrastructure covers the

costs of general management, planning, finance, accounting, legal and government

affairs that are borne by all the primary and support activities.

The firms task is to examine its costs and performance in each value creating activity

and to look for ways to improve it. The firm should estimate its own costs and

performances. To the extent that it can perform certain activities better than its

competitors, it can achieve a competitive advantage.

The firms success depends not only on how well each department performs its work

but also on how well the various departmental activities are coordinated. Too often,

company departments act to maximize their interests rather than the companys and

customers interests. A credit department may take a long time to check a prospective

customers credit so as not to incur bad debts. Meanwhile, the customer waits and the

salesperson is frustrated. A traffic department chooses to ship the goods b rail to save

money and again the customer waits. Each department has erected walls that slow

down the delivery of quality customer service.

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ATTRACTING CUSTOMERS

Companies seeking to grow their profits and sales have to spend considerable

time and resources searching for new customers. Customer acquisition requiressubstantial skills in lead generation, lead qualification, and account conversion. To

generate leads, the company develops ads and places them in media that will reach

new prospects; it sends direct mail and makes phone calls to possible new prospects;

it is salespeople participate in trade shows where they might find new leads; and so

on. All this activity produces a list of suspects. The next task is to qualify which of

the suspects are really good prospects, and this is done by interviewing them,

checking on their financial standing and so on. The prospects may be graded as hot,

warm, and cool. The sales people first contact the hot prospects and work on account

conversion, which involves making presentations, answering objections, and

negotiating final terms.

CUSTOMER SATISFACTION

This research report is a part of the partial fulfillment for the master degree in

business administration. The Company selected by the researcher is Susee Auto,

Tirunelveli, which deals in different brands of SUZUKI products. The Area assigned

by the company for the researcher is the Cuddalore region; On discussion with the

company, the researcher made a survey towards SUZUKI products about customer

satisfaction.

In Marketing, Customer is very often referred to as a KING:. Customers are

value maximisers. Customer satisfaction is defined by Websters dictionary as

FULFILLMENT OF A NEED OR WANT. Satisfaction is a persons feelings of

pleasure or disappointment, resulting from comparison of a products perceived and

actual performance in relation to his or her expectations. So, Customers Satisfaction

is a function of the products perceived performance and the Customers expectation.

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Satisfaction is often a subjective phenomenon and depends on Customers state

of mind both at the time of purchase and more importantly at the time of

consumption. It is important because in a large number of cases, some degree of past

purchase dissonance is evident among Customers. Many companies are aiming athigh satisfaction because customers who are just satisfied find it easy to switch when

a better offer comes along. Those who are highly satisfied are much less ready to

switch. Infact, emphasis has shifted from mere satisfaction to delight of customers.

High satisfaction or delight creates an emotional affinity with the brand and the

supplier, not just a rational preference. The result is high customer loyalty.

Satisfied Customers lead to word of mouth publicity. In fact, it can spread

faster than advertising. Besides, high value products, people may like to go by the

experience of owners of particular brands. Hence, existing customers, if satisfied can

be important ambassadors of positive brand image.

So also feedback from the existing customers can be very rewarding. A

company may not always be right in whatever it does. A feedback from customers can

help the company restructure the various components of its marketing mix.

Whether the buyer is satisfied after purchase depends on the offers

performance in relation to the buyers expectations.

As the definition makes clear, Satisfaction is a function of perceived

performance and expectations. If the performance falls short of expectations, the

customer is dissatisfied. If the performance matches the expectations, the customer is

satisfied. If the performance exceeds expectations, the customer is highly satisfied

(or) delighted.

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How do buyers form their expectations?

From the past buying experience, friends and associates advice, and

marketers and competitors information and promises. If marketers raise expectations

too high, the buyer is likely to be disappointed. For Example, Holiday Inn ran acampaign a few years ago called NO SURPRISES. Yet hotel guests still

encountered a host of problems, and Holiday Inn had to withdraw the campaign.

However, if the company sets expectations too low, it wont attract anough buyers

(although it will satisfy those who do buy).

Some of Todays most successful companies are raising expectations and

delivering performances to match. These companies are aiming for TCS TOTAL

CUSTOMER SATISFACTION.

The Essence of the modern marketing concept is that all elements of business

be geared towards the satisfaction of Customers. Praline often referred to as the

founder of Modern Marketing Research laid great emphasis on the Customer and

remarked, We may talk as long as we may please about manufacturers, wholesalers

and retailers, but in the last analysis, the Customer, manufacturers, jobbers and

retailers. Whoever wins the confidence of the Customer wins the day; and whoever

loses it, is lost.

Any product produced needs to be consumed. Therefore the Customer is the

all-important target of any economic activity and purpose of all service organizations.

The Customer being the focal point and nerve center for the performance of the

marketing functions it is essential to satisfy the customers needs.

According to A.B.GILES, A valid factor in Marketing is to satisfy the

customer, to leave him with the feeling, after the selling transaction has been

completed, that the seller has rendered a valuable service which the buyer will be glad

to use again.

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The success of the Marketing program depends on the product. Being tailor

made to fit the final user. In a competitive economy it is the Customer who decides

the success or failure of business either by buying or not buying a product.

Con summers at present are well informed and they have wide knowledge of

the availability of products, their price, quality and performance. They are providing

with a wider choice of goods and are at liberty to choose from an array of product

alternatives.

Marketers aim, is therefore, a thorough understanding of the Customer and his

needs. The satisfaction of the Customer and needs impact provides a rationale for a

firms existence.

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CHAPTER IV

DATA ANALYSIS AND INTERPRETATION

TABLE : 4.1

DISTRIBUTION OF RESPONDENTS BY AGE

AGE No. Of Respondents Percentage

Between 18 and 25 11 14.10

Between 26 and 35 37 47.44

Between 36 and 45 13 16.66

Above 45 17 21.79Grand Total 78 100

Source: Primary data

Inference:

The above table shows that 47.44% respondents are in the age group

between 26 and 35. and 21.79% of respondents are in the age group between 36

and 45 respectively.

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TABLE : 4.2

DISTRIBUTION OF RESPONDENTS BY EDUCATIONAL

QUALIFICATIONS

EDUCATIONAL QUALIFICATIONSNO. OF RESPONDENTSPERCENTAGE

UP TO HIGHER SECONDARY 22 28.20513

UNDER GRADUATE 21 26.92308

POST GRADUATE 24 30.76923

OTHERS 11 14.10256

Total 78 100


Inference:

The above table shows that 30.76% of respondents are post graduates.

28.20% of respondents have completed their higher secondary education

qualification. Majority of the respondents are post graduates.

TABLE : 4.3

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DISTRIBUTION OF RESPONDENTS BY OCCUPATIONAL STATUS

OCCUPATIONAL STATUS NO. OF RESPONDENTS PERCENTAGE

GOVERNMENT EMPLOYE 18 23.07692

PRIVATE EMPLOYEE 13 16.66667SELF EMPLOYED 37 47.4359

STUDENTS 8 10.25641

OTHERS 2 2.564103

Total 78 100


Inference:

The above table reveals that 47.43% of respondents are self employed. And

23.07% of respondents are govt.employees. and16.06% belong to the private sector.

TABLE : 4.4

DISTRIBUTION OF RESPONDENTS BY MONTHLY INCOME

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Monthly Income No. of Respondents Percentage

Below Rs. 5000 32 41.02564

Between Rs. 5001 to 10,000 30 38.46154Between Rs 10,001 to 15, 000 11 14.10256

Above Rs. 15, 000 5 6.410256

Total 78 100


Inference:

The above table shows that 41.02% respondents are having an income below

Rs.5000. and 38.46% of the respondents are having income between Rs.5001 to

10,000. respectively.

TABLE : 4.5

DISTRIBUTION OF RESPONDENTS BY FAMILY SIZE

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Family size No. of Respondents Percentage

1 to 3 Members 21 26.92308

4 to 6 members 46 58.97436

Above 6 Members 11 14.10256

Total 78 100


Inference:

The above table shows that 58.97% of respondents have 4 to 6 members in

their family. 26.92 % of respondents are having 1 to 3 members in their

family.14.10% of respondents have above 6 members in their family. Majority of the

respondents family size is 4 to 6.

TABLE : 4.6

DISTRIBUTION OF RESPONDENTS BY THEIR BRAND

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Inference:

The above table shows that 37.17% of respondents are having

Zeus125XCD. Both Heat alloy and Zeus 125X are having equal respondents of

17.94%. and 5.12% of respondents are having Suzuki ACCESS125.

TABLE : 4.7

DISTRIBUTION OF RESPONDENTS BY MODE OF PURCHASE

Brand of bike No. of Respondents Percentage

ZEUS 125XCD 29 37.17949

HEAT ALLOY 14 17.94872

ZEUS 125X

14 17.94872

HAYABUSA 1300

8 10.25641

ZEUS 125 EU 9 11.53846

SUZUKI ACCESS 125

4 5.128205

TOTAL

78 100

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Mode Of Purchase No. of Respondents Percentage

Cash 40 51.28205

Credit 38 48.71795

Total 78 100


Inference:

The above table shows that 51.28% of respondents are purchasing bikes

through ready cash payment. 48.71 of respondents are purchasing bikes through

credit. Majority of respondents buy through ready cash payment.

TABLE : 4.8

DISTRIBUTION OF RESPONDENTS BY KNOWLEDGING THE PRODUCT

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Awareness No. of Respondents Percentage

Print Media 7 8.974359

TV Advertisement 11 14.10256

Friends & Relatives 21 26.92308

Dealers 29 37.17949

Others 10 12.82051

Total 78 100


Inference:

The above table shows that 37.17% of respondents have become aware of

TVS bikes through dealer network and 26.92% of respondents are aware throughfriends and relatives circle. TV advertisement has created awareness in 14.10% of

respondents.

TABLE : 4.9

ASSOCIATION BETWEEN THE AGE OF THE RESPONDENTS AND

BRAND

AGE

MODEL OF BIKE

Between 18

and

25 Years

Between 26

and

35 Years

Between 36

and

45 Years

Above

45 Years Total

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ZEUS125XCD 4 14 5 6 29

HEAT ALLOY 4 7 1 2 14

ZEUS 125X 1 6 4 3 14

HAYABUSA 1300 0 4 3 1 8

ZEUS 125EU 1 4 0 4 9

SUZUKI ACCESS125 1 2 0 1 4Total 11 37 13 17 78


Inference:

The above table reveals that 14 respondents of Zeus125XCD are in the age

group between 36 & 45 years.4 respondents of Heat Alloy are in the age of between

18 & 25 years. 4 respondents of Zeus125X are in the age group between 36 and 45

years.

TABLE : 4.10

ASSOCIATION BETWEEN EDUCATION AND MODEL

Model of bike/ Educational

Qualification Up to HScUp to UGUp to PGOthersTotal

ZEUS 125XCD 9 8 7 5 29HEAT ALLOY 4 5 4 1 14

ZEUS 125X 6 4 3 1 14

HAYABUSA 1300 1 0 4 3 8

ZEUS 125EU 2 2 5 0 9

SUZUKI ACCESS 125 0 2 1 1 4

Total 22 21 24 11 78


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Inference:The above table reveals that 9 respondents who have higher secondary qualification

have opted for Zeus 125XCD. 5 respondents of Heat Alloy are graduates and 4 post

graduates have opted for Hayabusa 1300 and single respondent with other

qualification has got Suzuki Access 125.

TABLE : 4.11

ASSOCIATION BETWEEN OCCUPATION AND BRAND

Model of bike/ OccupationGovt. EmployeePrivate EmployeeSelf EmployedStudentsOthersT

ZEUS 125XCD 5 5 17 2 0


ZEUS 125X 6 1 7 0 0

HAYABUSA 1300 1 3 4 0 0

ZEUS 125 EU 3 1 3 2 0

SUZUKI ACCESS 125 0 1 0 1 2

Total 18 13 37 8 2


Inference:

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Ther above table represents that 17 respondents who got their Zeus 125XCD

are self employed . 3 respondents who got Heat Alloy are students. 6 respondents

who got Zeus 125X are govt.employees.

TABLE : 4.12

DISTRIBUTION OF RESPONDENTS INCOME AND BRAND

Model of bike Below Rs. 5,000

Between Rs. 5,001

to

Rs. 10, 000

Between Rs. 10,001

to

Rs. 15, 000 Above Rs. 15, 000To

ZEUS 125XCD 10 15 2 2 2


ZEUS 125X 8 4 2 0 1

HAYABUSA 1300 0 5 1 2ZEUS 125EU 5 3 1 0

SUZUKI ACCESS125 2 0 1 1

Total 32 30 11 5 7


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Inference:

The above table shows that 15 respondents got their Zeus 125XCD in theincome between Rs. 5,001 to 10,000. 7 respondents who got Heat Alloy are having

income below Rs.5,000 and 2 respondents got their Zeus 125X are having the

income between Rs. 10,001 to Rs. 15.000. 2 respondents from Hayabusa 1300 are

earning above Rs. 15,000.

TABLE : 4.13

DISTRIBUTION OF RESPONDENTS FAMILY SIZE AND BRAND

Model of bike 1 to 3 4 to 6 Above 6 Total

ZEUS 125XCD 6 22 1 29HEAT ALLOY 4 6 4 14

ZEUS 125X 6 8 0 14

HAYABUSA 1300 2 3 3 8

ZEUS 125EU 2 6 1 9

SUZUKI ACCESS 125 1 1 2 4

Total 21 46 11 78


Inference:

The above table reveals that 22 respondents who are having Zeus 125XCD have

a family size of 4 to 6 members. 4 respondents who own Heat Alloy have a family

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of more than 6. 6 respondents of Zeus 125X have 1 to 3 members in family. Only 1

respondent in Suzuki Access125 and their family size is 1 to 3 members.

TABLE : 4.14

DISTRIBUTION OF RESPONDENTS MONTHLY INCOME AND MILEAGE

Monthly income HS S NSD DS HDSGrand Total

Below 5000 7 11 4 8 2 32

5001 - 10000 3 11 8 7 1 30

10001 - 15000 1 6 2 2 0 11

Above 15000 0 4 1 0 0 5Grand Total 11 32 15 17 3 78


Inference:

The table reveals that 11 respondents with an income below Rs.5000 are satisfied

with mileage of SUZUKI. 2 respondents with an income of Rs.5000 are highly

dissatisfied.11 respondents with an income below 10000 are satisfied.1 respondent

with over 15000 of income is neither satisfied nor dissatisfied.

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TABLE : 4.15

ASOCIATION BETWEEN MONTHLY INCOME AND PRICE

Monthly income HS S DS HDS Grand Total

Below 5000 4 13 5 10 32

5001-10000 2 10 8 10 30

10001-150003 3 5 1 2 11

Above 15000 1 2 2 0 5

Grand Total 10 30 16 22 78


Inference:

The Above table shows that 13 respondents are satisfied with the price of

SUZUKI. They are having income below 5000. 10 respondents are highly dissatisfied

about price they are having income about RS.5001-10000. 3 respondents are satisfied

of price.

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TABLE : 4.16

ASSOCATION BETWEEN AGE AND PICKUP

Age/Pick up HS S DS HDS Grand Total

Bet 18 & 25 4 7 0 0 11

Bet 26 & 35 10 23 3 1 37

Bet 36 & 45 1 8 3 1 13

Above 45 6 11 0 0 17

Grand Total 21 49 6 2 78


Inference:

The above table shows that , 7 respondents in the age group between 18 & 25

are satisfied about pickup of the bike. 10 respondents in the age group of 26 & 35 are

highly satisfied of pickup.. 11 respondents are satisfied of pickup and their age group

is above 45.majority of respondents are satisfied of mileage.

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TABLE : 4.17

ASSOCIATION BETWEEN BRAND AND PRICE

Price

Brand HS S DS HDS Grand Total

ZEUS 125XCD 3 9 5 12 29HEAT ALLOY 3 10 0 1 14

ZEUS 125X 0 4 4 6 14

HAYABUSA 1300 1 3 4 0 8

ZEUS 125EU 1 4 2 2 9

SUZUKI ACCESS125 2 0 1 1 4

Grand Total 10 30 16 22 78


Inference:

The above table shows that 10 respondents are satisfied with the price of Heat

Alloy . 12 respondents of Zeus 125XCD are highly dissatisfied about the price.

2 respondents of Suzuki Access are highly satisfied of the price.

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TABLE : 4.18

ASSOCIATION BETWEEN BRAND AND MILEAGE

Mileage

Brand HS S NSD DS HDS Grand Total

ZEUS 125XCD 3 9 5 9 3 29

HEAL ALLOY 6 5 3 0 0 14

ZEUS 125X 1 5 3 5 0 14

HAYABUSA 1300 0 5 3 0 0 8

ZEUS 125EU 1 5 1 2 0 9SUZUKI ACCESS125 0 3 0 0 0 4

Grand Total 11 32 15 17 3 78


Inference:

The above table shows that 9 respondents of Zeus 125XCd are satisfied of the

mileage. 6 respondents of Heal Alloy are highly satisfied with the mileage. 3

respondents of Zeus 125X are neither satisfied nor dissatisfied of the mileage.

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TABLE : 4.19

DISTRIBUTION OF RESPONDENTS BY THEIR OPINION ABOUT FREE

SERVICE

Free Service NO. OF RESPONDENTSPERCENTAGE

VERYGOOD 16 20.51282

GOOD 56 71.79487

MODERATE 5 6.410256

POOR 1 1.282051

Grand Total 78 100


Inference:

The above table shows that 16 respondents are highly satisfied about free

service .56 respondents are satisfied about free service. 5 respondents opinion is that

of moderate in free service.

TABLE : 4.20

ASSOCIATION BETWEEN FREE SERVICE AND NO.OF SERVICE

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No. Of Services

Free Services 1 2 3 4 5 Grand Total

Very good 3 5 7 1 0 16

Good 11 21 17 5 2 56Moderate 1 2 1 1 0 5

poor 1 0 0 0 0 1

Grand Total 16 28 25 7 2 78


INFERENCE:

Above table show that 16 respondents are highly satisfied about free service. 56

respondents are satisfied of free service. Majority of the respondents in satisfied

manner.

TABLE : 4.21

ASSOCIATION BETWEEN OCCUPATIONAL STATUS AND AWARENESS

Count of Awareness

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Occupational

status

Print media

Tv

advertisement

Friends &

relatives dealer others Grand To

Govt.Emp 0 5 3 6 4 18

Private Emp 4 1 3 2 3 13

Self emp 2 5 12 17 1 37

students 0 0 3 3 2 8

others 1 0 0 1 0 2

Grand Total 7 11 21 29 10 78


Inference:

The above table shows that 6 Government employees became aware through the

dealer. 4 respondents from the private sector became aware through print media .

5 respondents who are self employed made their choice through tv.3 students through

dealer and 3 through friends and relatives.

TABLE : 4.22


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Inference:

The above table shows that 11 respondents with income of Rs.less than 5000

are satisfied about maintenance cost and 5 respondents who earn less than Rs.10000

are highly satisfied of maintenance cost . Only 1 respondent is neither satisfied nor

dissatisfied of maintenance cost and his income is above Rs.15000.

Count of Monthly income Maintenanace cost

HS S NSD DS HDS

Grand

Total

Below rs.5000 6 11 4 9 2 325001 - 10000 5 13 8 4 0 30

10001 - 15000 3 4 3 1 0 11

Above 15000 2 1 1 1 0 5

Grand Total 16 29 16 15 2 78

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Chart : 4.1


11

37

13

17

78

0

10

20

30

40

50

60

70

80

90

Between 18

and 25

Between 26

and 35

Between 36

and 45

Above 45 Grand Total

AGE

NO.OFRESPONDENT

No. Of Respondents

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CHART : 4.2

DISTRIBUTION OF RESPONDENTS BY EDUCATIONAL

QUALIFICATIONS

0

5

10

15

20

25

30

UP TO HIGHER

SECONDARY

UNDER

GRADUATE

POST

GRADUATE

OTHERS

EDUCATIONAL QUALIFICATIONS

NOO

FRESPONDENT

NO. OF RESPONDENTS

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CHART :4.3

DISTRIBUTION OF RESPONDENTS BY OCCUPATIONAL STATUS

18

13

37

8

2

0

5

10

15

20

25

30

35

40

GOVERN

MEN

TEM

PLOYE

PRIVATE

EMPL

OYEE

SELF

EMPL

OYED

STUD

ENTS

OTH

ERS

OCCUPATIONAL STSTUS

NO.OFRESPOND

ENT

NO. OF RESPONDENTS

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CHART : 4.4

DISTRIBUTION OF RESPONDENTS BY MONTHLY INCOME

0

5

10

15

20

25

30

35

Below Rs. 5000

Between Rs. 5001 to

10,000

Between Rs 10,001 to

15, 000

Above Rs. 15, 000

32 30

11

5

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CHART : 4.5

DISTRIBUTION OF RESPONDENTS BY FAMILY SIZE

0

10

20

30

40

50

1 to 3 Members

4 to 6 members

Above 6 Members

21

1111

46

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CHART : 4.6

DISTRIBUTION OF RESPONDENTS BY THEIR BRAND

0

5

10

15

20

25

30

Zeus 125XCD

Heal Alloy

Zeus 125X

Hayabusa 1300

Zeus 125EU

Suzuki Access125

14

29

14

8

9 4

Respondents

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CHART : 4.7

DISTRIBUTION OF RESPONDENTS BY MODE OF PURCHASE

37

37.5

38

38.5

39

39.5

40

Cash

Credit38

40

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CHART : 4.8

DISTRIBUTION OF RESPONDENTS BY KNOWLEDGING THE PRODUCT

0

5

10

15

20

25

30

SOURCE

Print Media

TV Advertisement

Friends &

Relatives

Dealers

Others

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CHART : 4.9

ASSOCIATION BETWEEN THE AGE OF THE RESPONDENTS AND

BRAND

0

2

4

6

8

10

12

14

Between18 and

25 Years

Between36 and

45 Years

Zeus 125XCD

Heal Alloy

Zeus 125X

Hayabusa 1300

Zeus 125EU

Suzuki Access125

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CHART : 4.10

ASSOCIATION BETWEEN EDUCATION AND BRAND

0

2

4

6

8

10

Up to HSc Up to UG Up to PG Others

Zeus 125XCD

Heal Alloy

Zeus 125X

Hayabusa 1300

Zeus125EU

Suzuki Access

Respondents

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CHART : 4.11

ASSOCIATION BETWEEN OCCUPATION AND BRAND

0

2

4

6

8

10

12

14

16

18

Govt.

Employee

Self

Employed

Others

Zeus 125XCD

Heal Alloy

Zeus 125X

Hayabusa 1300

Zeus125EU

Suzuki Access

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CHAPTER V

SUMMARY OF FINDINGS, SUGGESTION AND CONCLUSIONFINDINGS:

1. Two wheeler ownership seems to be high in the age group of 26 to 35 that is

about 47.44% of the total respondents.

2. The desire for a quick and reliable mode of transportation is felt most by self-

employed mind. Since they need to move from one place to another. The

same trend is observed in the study also.

3. Close to 42% of the respondents are in the income bracket below Rs. 5,000.

and 38 % of respondents from the income bracket of Rs. 5,000 to Rs. 10,000.

For these people two wheelers are a quick safe and reliable mode of

transportation offering value for money.

4. Almost 38 % of the respondents are using Zeus125XCd motorbikes. Zeus

125XCD has won the hearts of many customers.

5. The Indian customers is still a conservative one who cannot be convinced by

ads through print and TV media. He decides only on physical verification of

attributes.

6. SUZUKI has found favoritism amongst the self employed, age group between

26 to 35 years with Zeus 125XCD leading the pack.

7. While considering the mileage factor SUZUKI is not the favorite. Only half the

respondents interviewed expressed satisfaction.

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8. The researcher found that SUZUKI is the Bike of the middle class people with

the income of less than Rs. 10,000 per month.

9. People believe that Zeus 125XCD is a bike worth spending for.

10. Nearly 90% of the respondents feel that SUZUKI has kept up its word as for as

free service is concerned.

11. Majority of the respondents are keen to utilize the free service offered and they

are satisfied.

12. Most of the respondents feel that they dont differentiate between free and paid

service in terms of quality and service at Blue Diamond Motors.

13. Nearly 90% of the respondents in the income group of less than Rs. 10, 000 per

month feel that Suzuki is not burning a hole in their pocket.

14. Majority of the respondents have expressed satisfaction to special attributes

like pick up, Electrical accessories, early start in the morning and the braking

capacity of Suzuki bikes.

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Suggestions

1. Since Suzuki is not the favorite of the youth one suggestion could be to

enhance the vehicle with more power.

2. people who opt for Suzuki are mostly from the middle strata of the society. If

faith in their mind is installed that Suzuki is worth the money spent, many

more customers can be won.

3. More rural outlets will take the company more closer to the rural masses

4. The company can offer a lower priced variant to bridge the price gap.

5. Braking distance of the vehicle can be further enhanced.

6. As far as Heal Alloy is concerned the promise on mileage of mileage of 100

kmpl is not obtainable is the opinion of the people.

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Suggestions to Blue Diamond Motors:

1. More rural sales point would definitely impact sales

2. A still patient approach in the rural sales point would be advantageous.

3. After a service is done the explanation regarding the parts in the bill can be

given to the customer at the time of delivery.

4. Timely delivery after service will add credibility.

5. Participation in fairs will increase sales

6. Enhanced propaganda and public relations will boost the image of SUZUKI

7. The company can remind people of their service dates

8. More competitive approach especially in Cuddalore and concentrating more

on the sale of geared vehicles will take Suzuki to the No.1 position.

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CONCLUSION

The Suzuki group known for its conservative approach has stood the rough weather

after departure from its fold. Suzuki has managed to withhold the customers base

despite a decline. The bikes from the TVS stable have as always been aimed at the

middle class and this has been the success mantra of the Suzuki group. The right

combination of power and mileage has taken Suzuki this distance. The Suzuki group

has been able to successfully identify the indigenous parameters of this particular

country, another notable feature of the Suzuki group is its adaptability and constant

innovation to the need of the hour. If this trend continues the day Suzuki is crowned

the king of bikes the world over is not far away.

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ANNEXURE I

QUESTIONNAIRE

1. Name :

2. Address :

3. Age :

a. Between 18 and 25

b. Between 26 and 35

c. Between 36 and 45

d. Above 45

4. Educational Qualifications:

a. Upto Higher Secondary

b. Under graduate

c. Post graduate

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d. Others

5. Occupational Status:

a. Government Employee

b. Private Employee

c. Self Employed

d. Students

c. Others

6. Monthly income (in Rupees):

a. Below 5000

b. Between 5001 to 10000

c. Between 10001 to 15000

d. Above 15000

7. Family Size :

a. 1 to 3 b. 4 to 6 c. above 6

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8. The Model of Your current Suzuki Bike

----------------------------------------------------------------------

9. Mode of Purchase

a. Cash b. Credit

10. Have you used any other vehicle before this vehicle?

a. YES b. NO

If yes, so kindly tell the name of the vehicle?

*

*

11. Are you possessing any other two wheeler now?

a. YES b NO

If yes, then mention the name of the vehicle?

*

*

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12. How did you come to know about Suzuki Bikes?

a. Print Media

b. TV advertisement

c. Friends & Relatives

d. Dealer

e. Others

13. Please indicate your satisfaction level with respect to the following factors?

FactorsHighly

SatisfiedSatisfied Neither

Satisfied nor

dissatisfied

Dissatisfie

d

Highly

dissatisfied

Pick up

First Start

Braking Capacity

Wheel BaseSuspension

Head light & Electrical

Accessories

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14. Rank the following factors as per your preference?

FactorRank

1 2 3 4 5

Mileage

Price

Design / Appearance

Spare Parts Availability

Maintenance Cost

Service Availability

15. What is your opinion about service of Suzuki Bikes at Blue Diamond Motors?

FactorsVery

goodGood

Moderat

ePoor

Very

Poor

Water Service

Skill level of the mechanic

Electrical works

Change of oil

Genuine spare parts

16. What do you feel about the free service?

a. Very good b. Good c. Moderate

d. Poor e. Very Poor

17. How many free services have you utilized at Blue Diamond Motors?

---------------------------------

18. How do you feel about the services of Blue Diamond Motors?

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a. Very good b. Good c. Moderate

d. Poor e. Very Poor

19. Give your comments and valuable suggestions?

ANNEXURE II

BIBLIOGRAPHY

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BOOKS

1. Khanka, S.S., Organizational Behaviour, Published by S.Chand and Company ltd.,1st Edition, 2000.

2. Agarwal, R.D., Organization and Management, Published by Tata Mc Graw-Hill

Publishing Company Ltd., 13th Edition, 1982.

3. Kothari C.R., Research methodology, Published by New Age International (p) Ltd.,

2nd Edition, 1985.

4. Gupta, S.P., and Gupta, M.P., Business Statistics, Published by Sultan Chand &

Sons, 7th Edition, 1989.

LIST OF TABLES

S.NO DESCRIPTION PAGE

NO

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1.

2.

3.

4.

5.

6.7.

8.

9.

10.

11.

12.

13.

14.

15.

16.

17.

18.

19.20.

21.

22.

Age wise classification of the respondents

Educational qualification of the respondents

Occupational wise classification of the respondents

Monthly income wise classification of the respondents

Family size wise classification of the respondents

Brand wise classification of the respondentsDistribution of mode of purchase classification of the respondents

Distribution of respondents by knowledge the product classification

Distribution of respondents age and brand wise classification

Distribution of respondents education and brand wise classification

Distribution of respondents occupation and brand wise classification

Distribution of respondents income and brand wise classification

Distribution of respondents family size and brand wise classification

Distribution of respondents monthly income and mileage wise

classification

Distribution of respondents monthly income and price wiseclassification

Distribution of respondents age and price wise classification

Distribution of respondents brand and price wise classification.

Distribution of respondents brand and mileage wise classification.

Distribution of respondents opinion about free serviceDistribution of respondents free service and No.of service wise

classification

Distribution of respondents occupation and awareness wise

classification

Distribution of respondents monthly income and maintenance costwise classification

20

21

22

23

24

2526

27

28

29

30

31

32

33

34

35

36

37

3839

40

41

LIST OF CHARTS


NO

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1.

2.

3.

4.

5.

6.7.

8.

9.

10.

11.

Age wise classification of the respondents

Educational qualification of the respondents

Occupational wise classification of the respondents

Monthly income wise classification of the respondents

Family size wise classification of the respondents

Brand wise classification of the respondentsDistribution of mode of purchase classification of the respondents

Distribution of respondents by knowledge the product classification

Distribution of respondents age and brand wise classification

Distribution of respondents education and brand wise classification

Distribution of respondents occupation and brand wise classification

42

43

44

45

46

4748

49

50

51

52

CUSTOMER SATISFACTION OF SUZUKI

REGARDING TWO WHEELER DEALERSHIP WITH

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REFERENCE TO BLUE DIAMOND MOTORS,

CUDDALORE

PROJECT REPORT

Submitted in partial fulfillment of the

Requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION2007

Name : K.KANNAN

Enrolment No.: X6106PBA6011

Under the Supervision of

D.SARAVANAN, M.B.A., M.Phil., M.F.C., M.H.R.M., (Ph.D.,)

INSTITUTE OF DISTANCE EDUCATION

UNIVERSITY OF MADRAS

BONAFIDE CERTIFICATE

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INSTITUTE OF DISTANCE EDUCATION

UNIVERSITY OF MADRAS

Certified that this is the bonafide Project work done by Mr.K.KANNAN

with Enrolment Number X6106PBA6011 of final year of M.B.A., Degree

course in the Institute of Distance Education, University of Madras, Chennai

600 005 during the Year 2007.

Date: Supervisor

Examiners 1.

2.

TABLE OF CONTENTS

LIST OF TABLES

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LIST OF CHARTS

CHAPTER TITLE PAGE

NO.

I INTRODUCTION 1

II RESEARCH METHODOLOGY 12

III REVIEW OF LITERATURE 14

IV DATA ANALYSIS AND INTERPRETATION 20

V SUMMARY OF FINDING, SUGGESTIONS.

AND CONCLUSION 53

QUESTIONNAIRE 58

BIBLIOGRAPHY 64

ACKNOWLEDGEMENT

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First and foremost we thank the god for his blessings, showered on us in completing

the project successfully.

I would like to express my profound gratitude to Dr.G.Mohanram,M.Com.,Ph.D.,

Director, Institute of Distance Eduction, University of Madras for his cooperation throughout

the course.

I take the privilege to extend my hearty thanks to my guide Mr.D.Saravanan,

M.B.A.,M.Phil.,M.F.C.,M.H.R.M.,(Ph.D.,)Lecturer, Department of Management Studies,

Sri Manakula Vinayagar Engineering College, Puducherry for his valuable suggestion

throughout the project duration.

Lastly, I wish to thank my parents and friends who supported and helped me in

completion of this project.

LIST OF TABLES


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NO

4.1 Distance from residence in Kilometers 17

4.2 Due to absent in transport problem 18

4.3 Due to absent in transport problem for a month 19

4.4 Reasons for absents 20

4.5 Health conditions for the past one year 21

4.6 Absent because of health 22

4.7 Relationship with superior 23

4.8 Relationship with co-workers 24

4.9 Late arrival is one of the reason for absent 25

4.10 Number of days present in last month 26

4.11 Number of days absent in past one year 27

4.12 Absence causes loss of wages and other benefits 28

4.13 Prevention of accident in the work spot 29

4.14 Insufficient rest pause 30

4.15 Disciplinary action 31

4.16 Trade union activities 32

4.17 Strikes 33

4.18 Possible to take leave 34

4.19 Procedure in organization for taking leave 35

4.20 Shift is more comfortable 36

4.22 Analysis of opinion of respondents regarding disciplinary action 37

4.23 Chi-Square analysis 38

LIST OF CHARTS


NO

4.1 Distance from residence in Kilometers 17

4.2 Due to absent in transport problem 18

4.3 Due to absent in transport problem for a month 194.4 Reasons for absents 20

4.5 Health conditions for the past one year 21

4.6 Absent because of health 22

4.7 Relationship with superior 23

4.8 Relationship with co-workers 24

4.9 Late arrival is one of the reason for absent 25

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4.10 Number of days present in last month 26

4.11 Number of days absent in past one year 27

4.12 Absence causes loss of wages and other benefits 28

4.13 Prevention of accident in the work spot 29

4.14 Insufficient rest pause 30

4.15 Disciplinary action 31

4.16 Trade union activities 32

4.17 Strikes 33

4.18 Possible to take leave 34

4.19 Procedure in organization for taking leave 35

4.20 Shift is more comfortable 36

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LIST OF TABLES

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TABLE

NO. TITLE

PAGE

NO.

4.1

4.2

4.3

4.3

4.5

4.6

4.7

4.8

4.9

4.10

4.11

4.12

4.13

4.14

4.154.16

4.17

4.18

4.19

4.20

4.21

GENDER OF THE RESPONDENTS

AGE WISE CLASSIFICATION OF RESPONDENTS

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

NUMBER OF YEARS WORKING IN THE COMPANY

JOB HELPS FOR ACHIEVING COMPANY GOAL

SATISFACTION IN CURRENT JOB

RATING OF COMPANY

LEVEL OF SATISFACTION OF POLICES OF THE

COMPANY

STATUS OF SALARY PROVIDED

LEVEL OF SATISFACTION OF BONUS

LEVEL OF SATISFACTION IN OVER TIME PAYMENT

SATISFACTORY LEVEL IN FAMILY FESTIVAL ADVANCE

STATUS OF REWARDING EMPLOYEES FOR THEIR

PERFORMANCE

SAFETY IN THE FIELD OF WORK

LEVEL OF SATISFACTION IN SAFETY MEASURELEVEL OF SATISFACTION IN BREAK TIME

LEVEL OF SATISFACTION IN WORK TIME

LEVEL OF SATISFACTION IN EXCURSION

LEVEL OF SATISFACTION OF RELATIONSHIP WITH CO-

WORKERS

WAY OF SUPERVISION BY SUPERVISOR

COMPETENCE OF HIGHER AUTHORITY IN DECISION

20

21

22

23

24

25

26

27

28

29

30

31

32

33

3435

36

37

38

39

kannan customersat suzuki final

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