Post on 07-Apr-2018
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ANALYSIS AND INTERPRETATION
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Table: 1
Distribution showing the classification based on gender
SL
No
Gend
er
Number of
respondents
Percenta
ge1 Male 82 82
2Fema
le18 18
Total 100 100
Figure: 1
Chart showing the classification based on gender
INTERPRETATION:
It is observed from the above table and chart that 82% of the respondents
were male and 16% were female.
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Table: 2
Distribution showing the classification based on age
SL
No
AgeNumber of
respondents
Percenta
ge1 55 4 4
Total 100 100
Figure: 2
Chart showing the classification based on age
INTERPRETATION:
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It is observed from the above table and chart that 18% of the respondents
were aged below 25 yrs, 55% were between 25 35 yrs, 10% were between
35 45 yrs, 13% were between 45 55 yrs and 4% were aged above 55yrs.
Table: 3
Distribution showing the classification based on occupation
SL
NoOccupation
Number of
respondents
Percenta
ge
1 Professional 46 46
2Government
Employee18 18
3 Businessman 12 12
4 Others 24 24
Total 100 100
Figure: 3
Chart showing the classification based on occupation
INTERPRETATION:
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It is observed from the above table and chart that 46% of the respondents
were professionals, 18% government employees, 12% businessman and 24%
were others.
Table: 4
Distribution showing the classification based on salary
SL
No
Monthly Salary (in
rupees)
Number of
respondents
Percenta
ge
1 40000 11 11
Total 100 100
Figure: 4
Chart showing the classification based on salary
INTERPRETATION:
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It is observed from the above table and chart that 13% of the respondents
were earning monthly below Rs10000, 37% between Rs10000 20000, 31%
between Rs20000 30000, 8% between Rs30000 40000 and 11% above
Rs40000.
Table: 5
Distribution showing the classification based on car variant used by the
respondents
SL
No
Car
Variant
Number of
respondents
Percenta
ge
1 Alto 39 39
2 Swift 39 39
3 Ritz 2 2
4 Others 20 20
Total 100 100
Figure: 5
Chart showing the classification based on car variant used by the
respondents
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INTERPRETATION:
It is observed from the above table and chart that 39% of the respondents
were using Alto, 39% Swift, 2% Ritz and 20% others.
Table: 6
Distribution showing the classification based on the source of awareness
about Maruti Popular
SL
No
Source of
awareness
Number of
respondents
Percenta
ge
1 Advertisement 33 33
2 Friends 48 48
3 Campaign 12 12
4 Others 7 7
Total 100 100
Figure: 6
Chart showing the classification based on the source of awareness aboutMaruti Popular
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INTERPRETATION:
It is observed from the above table and chart that 33% of the respondents
were aware about the after sales service at Maruti Popular throughadvertisements, 48% through friends, 12% through campaign and 7%
through others.
Table: 7
Distribution showing the classification based on the opinion about the
response provided to the customers at the Maruti Popular front office
SL
No
Front Office
Response
Number of
respondents
Percenta
ge
1 Excellent 31 31
2 Good 58 58
3 Average 11 11
4 Poor 0 0
Total 100 100
Figure: 7
Chart showing the classification based on the opinion about the response
provided to the customers at the Maruti Popular front office
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INTERPRETATION:
It is observed from the above table and chart that 31% of the respondents
thought that the response provided at Maruti Popular front office was
excellent, 58% good, 11% average and 0% poor.
Table: 8
Distribution showing the classification based on the reason for preferring
Maruti Popular
SLNo
Reason forpreference
Number ofrespondents
Percentage
1 Good will 5 5
2 Better Service 85 85
3 Finance 0 0
4 Others 10 10
Total 100 100
Figure: 8
Chart showing the classification based on the reason for preferring Maruti
Popular
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INTERPRETATION:
It is observed from the above table and chart that 5% of the respondents
preferred Maruti Popular for their good will, 85% for better service, 0% for
finance and 10% for others.
Table: 9
Distribution showing the classification based on the opinion about cleanliness
of the service outlets at Maruti Popular
SL
No
Cleanlin
ess
Number of
respondents
Percenta
ge
1Excellen
t19 19
2 Good 68 68
3 Average 11 11
4 Poor 2 2
Total 100 100
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Figure: 9
Chart showing the classification based on the opinion about cleanliness of
the service outlets at Maruti Popular
INTERPRETATION:
It is observed from the above table and chart that 19% of the respondents
thought that the cleanliness of the service outlets were excellent, 68% good,
11% average and 2% poor.
Table: 10
Distribution showing the classification based on mode of visit arrangement
SL
NoMode
Number of
respondents
Percenta
ge
1Service
remainder41 41
2 SMS 8 8
3Appointment
call24 24
4 Direct contact 27 27
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Total 100 100
Figure: 10
Chart showing the classification based on mode of visit arrangement
INTERPRETATION:
It is observed from the above table and chart that 41% of the respondents
were informed about the service visit through service remainder, 8% through
SMS, 24% through appointment call and 27% through direct contact.
Table: 11
Distribution showing the classification based on opinion regarding certain
attributes of service at Maruti Popular
SL
No Attributes
OpinionTot
alExcelle
nt
Goo
d
Avera
ge
Poo
r
1 Efficiency of appointment 30 59 11 0 100
2Courtesy and
acknowledgement21 60 19 0 100
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3 Post service follow up 18 56 26 0 100
4Problem solving skills of
employees22 60 16 2 100
Figure: 11
Chart showing the classification based on opinion regarding certain
attributes of service at Maruti Popular
INTERPRETATION:
It is observed from the above table and chart that
Table: 12
Distribution showing the classification based on opinion about customer
employee relationship at Maruti Popular
SL
No
Opinio
n
Number of
respondents
Percenta
ge
1Excelle
nt29 29
2 Good 55 55
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3Averag
e14 14
4 Poor 2 2
Total 100 100
Figure: 12
Chart showing the classification based on opinion about customer
employee relationship at Maruti Popular
INTERPRETATION:
It is observed from the above table and chart that 29% of the respondents
were of the opinion that the customer employee relationship is
excellent,55% good, 14% average and 2% poor.
Table: 13
Distribution showing the classification based on opinion about delivery on
promised time
SL
NoOpinion
Number of
respondents
Percenta
ge
1 Always 52 52
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2Sometim
es46 46
3 Never 2 2
Total 100 100
Figure: 13
Chart showing the classification based on opinion about delivery on promised
time
INTERPRETATION:
It is observed from the above table and chart that 52% of the respondents
were of the opinion that the vehicle had always been delivered on promised
time, 46% were sometimes and 2% were never.
Table: 14
Distribution showing the classification based on opinion about cleanliness of
vehicles after service
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SL
No
Opinio
n
Number of
respondents
Percenta
ge
1Excelle
nt23 23
2 Good 55 55
3 Fair 20 20
4 Bad 2 2
Total 100 100
Figure: 14
Chart showing the classification based on opinion about cleanliness of
vehicles after service
INTERPRETATION:
It is observed from the above table and chart that 23% of the respondents
were of the opinion that the cleanliness of vehicles after service were
excellent,55% good, 20% fair and 2% bad.
Table: 15
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Distribution showing the classification based on opinion about proper
explanation of work done and labor charges incurred
SL
NoOpinion
Number of
respondents
Percenta
ge
1 Always 54 54
2Sometim
es46 46
Total 100 100
Figure: 15
Chart showing the classification based on opinion about proper explanationof work done and labor charges incurred
INTERPRETATION:
It is observed from the above table and chart that 54% of the respondents
were of the opinion that proper explanation of work done and labor charges
incurred was explained always, 46% were sometimes, and 0% never.
Table: 16
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Distribution showing the classification based on the opinion regarding the
service offered at Maruti Popular is better compared to others
SL
No
Opinio
n
Number of
respondents
Percenta
ge
1 Yes 80 80
2 No 20 20
Total 100 100
Figure: 16
Chart showing the classification based on the opinion regarding the service
offered at Maruti Popular is better compared to others
INTERPRETATION:
It is observed from the above table and chart that 80% of the respondents
were of the opinion that the services offered by Maruti Popular is better
compared to others and the remaining 20% were against this.
Table: 17
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Distribution showing the classification based on opinion about whether any
special facility was provided at the time of vehicle break down at Maruti
Popular
SL
NoOpinion
Number of
respondents
Percenta
ge
1 Always 39 39
2Sometim
es41 41
3 Never 20 20
Total 100 100
Figure: 17
Chart showing the classification based on opinion about whether any special
facility was provided at the time of vehicle break down at Maruti Popular
INTERPRETATION:
It is observed from the above table and chart that 39% of the respondents
were of the opinion that special facility was always provided at the time of
vehicle break down, 41% were sometimes, and 20% never.
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Table: 18
Distribution showing the classification based on opinion about the service
charge at Maruti Popular
SLNo
Opinion Number ofrespondents
Percentage
1Highly
satisfied5 5
2 Satisfied 87 87
3 Dissatisfied 8 8
4Highly
dissatisfied0 0
Total 100 100
Figure: 18
Chart showing the classification based on opinion about the service charge
at Maruti Popular
INTERPRETATION:
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It is observed from the above table and chart that 29% of the respondents
were highly satisfied with the service charge at Maruti Popular, 87% were
satisfied, 8% were dissatisfied and 0% was highly dissatisfied.
Table: 19
Distribution showing the classification based on capability of service staff at
Maruti Popular
SL
NoOpinion
Number of
respondents
Percenta
ge
1Strongly
agree26 26
2 Agree 60 60
3 Neutral 12 12
4 Disagree 2 2
Total 100 100
Figure: 19
Chart showing the classification based on capability of service staff at Maruti
Popular
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INTERPRETATION:
It is observed from the above table and chart that 26% of the respondents
had strongly agreed that the service staff at Maruti Popular were capable of
understanding specific problems, 60% agreed, 12% were neutral and 2%
disagreed.
Table: 20
Distribution showing the classification based on problems after service at
Maruti Popular
SL
No
Opinio
n
Number of
respondents
Percenta
ge
1 Yes 6 6
2 No 94 94
Total 100 100
Figure: 20
Chart showing the classification based on problems after service at Maruti
Popular
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INTERPRETATION:
It is observed from the above table and chart that 6% of the respondents had
problems after servicing the vehicle at Maruti Popular and the remaining94% did not have any such problems.
Table: 21
Distribution showing the classification based on overall performance rating of
Maruti Popular
SL
No
OpinionNumber of
respondents
Percenta
ge
1Highly
satisfied11 11
2 Satisfied 85 85
3 Dissatisfied 4 4
4Highly
dissatisfied0 0
Total 100 100
Figure: 21
Chart showing the classification based on overall performance rating of at
Maruti Popular
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INTERPRETATION:
It is observed from the above table and chart that 11% of the respondents
were highly satisfied with the overall performance of Maruti Popular, 85%
were satisfied, 4% were dissatisfied and 0% was highly dissatisfied.
Table: 22
Distribution showing the classification based on whether the respondents
had recommended Maruti Popular for service
SL
No
Opinio
n
Number of
respondents
Percenta
ge
1 Yes 88 88
2 No 12 12
total 100 100
Figure: 22
Chart showing the classification based on whether the respondents had
recommended Maruti Popular for service
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INTERPRETATION:
It is observed from the above table and chart that 88% of the respondents
had recommended Maruti Popular for service and 12% had not.
Table: 23
Distribution showing the classification based on the attention level of sales
persons at Maruti Popular
SL
NoOpinion
Number of
respondents
Percenta
ge
1Highly
satisfied13 13
2 Satisfied 85 85
3 Dissatisfied 2 2
4Highly
dissatisfied0 0
Total 100 100
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Figure: 23
Chart showing the classification based on the attention level of sales persons
at Maruti Popular
INTERPRETATION:
It is observed from the above table and chart that 13% of the respondentswere highly satisfied with the attention level of sales persons at Maruti
Popular, 85% were satisfied, 2% were dissatisfied and 0% was highly
dissatisfied.
Table: 24
Distribution showing the classification based on whether Popular is the best
dealer for Maruti vehicles
SL
No
Opinio
n
Number of
respondents
Percenta
ge
1 Yes 74 74
2 No 26 26
total 100 100
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Figure: 24
Chart showing the classification based on whether Popular is the best dealer
for Maruti vehicles
INTERPRETATION:
It is observed from the above table and chart that 74% of the respondents
had the opinion that Popular is the best dealer for Maruti vehicles and 26%
did not.
Table: 25
Distribution showing the classification based on the duration of solving
complaints at Maruti Popular
SLNo
Duration Number ofrespondents
Percentage
1Within 2
days56 56
2 Within 3 22 22
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days
3Within 4
days7 7
4Within 5
days 15 15
5 > 5 days 0 0
Total 100 100
Figure: 25
Chart showing the classification based on the duration of solving complaints
at Maruti Popular
INTERPRETATION:
It is observed from the above table and chart that 56% of the respondents
had their complaints solved within 2 days, 22% within 3 days, 7% within 4
days and 15% within 5 days.
Table: 26
Distribution showing the classification based on the problem solving skills of
the employees at Maruti Popular
SL Opinio Number of Percenta
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No n respondents ge
1Excelle
nt22 22
2 Good 71 71
3 Fair 7 7
4 Bad 0 0
Total 100 100
Figure: 26
Chart showing the classification based on the problem solving skills of the
employees at Maruti Popular
INTERPRETATION:
It is observed from the above table and chart that 22% of the respondents
were of the opinion that the problem solving skills of the employees at MarutiPopular were excellent, 71% good, 7% fair and 0% bad.
Table: 27
Distribution showing the ranking based on various factors of service at
Maruti Popular
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SLNo
FactorsWeightedAverage
Rank
1Problem Solving ability of
employees368.13 1
2 Delivery time 363.93 2
3 Relationship with customers 326.26 34 Follow up 280.13 45 Service charging 216.6 5
Figure: 27
Chart showing the ranking based on various factors of service at Maruti
Popular
INTERPRETATION:
It is observed from the above table and chart that the respondents have
ranked the various service factors in the following order