Mba Project 2joel

Customer Satisfaction Towards Beat Car Owners at Udupi
Industry Profile
Automobile industry, the business of producing and selling self-powered vehicles, including passenger cars, trucks, farm equipment, and other commercial vehicles. By allowing consumers to commute long distances for work, shopping, and entertainment, the auto industry has encouraged the development of an extensive road system, made possible the growth of suburbs and shopping centers around major cities, and played a key role in the growth of ancillary industries, such as the oil and travel businesses. The auto industry has become one of the largest purchasers of many key industrial products, such as steel. The large number of people the industry employs has made it a key determinant of economic growth.
The automobile has enabled people to travel and transport goods farther and faster, andhas opened wider market areas for business and commerce. The auto industry has also reduced the overall cost of transportation by using methods such as mass production (making several products at once, rather than one at a time), mass marketing (selling products nationally rather than locally), and globalization of production (assembling products with parts made worldwide). From 1886 to 1898, about 300 automobiles were built, but there was no real established industry. A century later, with automakers and auto buyers expanding globally, automaking became the world's largest manufacturing activity, with nearly 58 million new vehicles built each year worldwide.
The worlds largest manufacturers of motor vehicles Toyota Multinational automaker Toyota is the world's largest automobile manufacturer. The company was founded by Kiichiro Toyoda in 1937 as a spinoff from his father's company Toyota Industries to manufacture automobiles. In 1936, the company manufactured its
Mangalore Institute Of Technology and Engineering(MITE)
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first passenger car, the Toyota AA. Today, Toyota vehicles have made their mark across the globe. General Motors General Motors is an American multinational automotive corporation headquartered in Detroit, Michigan. The world's second-largest automaker employs 209,000 people and does business in 157 countries. The company was founded on September 16, 1908 by William C. Durant.
Volkswagen Volkswagen is a German automobile manufacturer, which also owns the Audi, Bentley, Bugatti, Lamborghini, SEAT, and Skoda marques and the truck manufacturer Scania.Volkswagen means 'people's car' in German. It was founded on 28 May 1937 by Ferdinand Porsche.
Hyundai Motors
The
Hyundai KIA Automotive Group is the world's fastest growing automaker.
Headquartered in Seoul, South Korea, Hyundai operates the world's largest integrated automobile manufacturing facility in Ulsan, capable of producing 1.6 million units annually.
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Ford Motor Company An American multinational automaker based in Dearborn, Michigan, it was founded by Henry Ford and incorporated on June 16, 1903. Besides, Ford and Lincoln brands, Ford also owns a small stake in Mazda in Japan and Aston Martin in the UK. Ford's former UK subsidiaries Jaguar and Land Rover were sold to Tata Motors of India in March 2008. Ford is the second largest automaker in the US and the fifth-largest in the world based on annual vehicle sales in 2010.
Nissan Multinational automaker Nissan is headquartered in Japan. In its home market, Nissan became the second largest car manufacturer in 2011, surpassing Honda with Toyota. Nissan also produces a range of luxury models branded as Infiniti. Masujiro Hashimoto founded the company on 26 December 1933.
Honda Honda, a Japanese multinational corporation manufactures automobiles and motorcycles. Soichiro Honda and Takeo Fujisawa founded the company on 24 September 1948.Honda has been the world's largest motorcycle manufacturer since 1959 and the world's largest manufacturer of internal combustion engines. Honda surpassed Nissan in 2001 to become the second-largest Japanese automobile manufacturer.
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Chrysler American-based multinational automaker headquartered in the Detroit suburb of Auburn Hills was first organised as the Chrysler Corporation in 1925.After being bankrupt in 2009, all its operations were sold to a new company, Chrysler Group, organised in alliance with the Italian automaker Fiat. It was founded on 31 May 2009 by Walter Chrysler.
Indian Automobile Industry

The automotive industry in India is one of the largest in the world and one of the fastest growing globally. India's passenger car and commercial vehicle manufacturing industry is the seventh largest in the world, with an annual production of more than 3.7 million units in 2010. India is an emerging market for worldwide auto-giants. With low labour cost many multinational companies are investing in India. India is the second most populated country in the World, and the growth rate of Indian economy is very high, which attracts the presence of huge demand in the Automobile Industry.The Indian automobile market is dominated by Japanese and Indian manufacturers there are various multinational companies currently investing in India. Looking at the current scenario major foreign automobile manufacturers in India are Honda, Toyota, Fiat, Daimler Chrysler, etc. The major Indian operators are MarutiUdyog, TATA motors, Hindustan motors, etc. Automobile production in India grew substantially in the last five years. 77% of market share is captured by two wheelers. Passenger and commercial vehicles capture 19% market share in the current Indian automobile sector. The Indian Auto Industry has a huge potential for growth. With a population of over one billion and an economic growth over 7%, the Automobile sector is one of the core industries of the Indian economy. With 4% contribution to the GDP, and nearly 5% of the total industrial output, the automobile sector has become a main contributor to the economy today. India today is the second largest two Wheelers manufacturers in the world, worlds largest motorcycle
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production takes place in India, second largest tractor production, the fifth commercial vehicle manufacturer in the world, fourth largest Car market in Asia, eleventh largest passenger car market in the world, fifth largest bus and truck market in the world (by volume).So it presents the complete scenario of the Indian Automobile sector.The Indian automobile sector has witnessed an extraordinary boom in recent years; this is due to the improvement in living standards of the middle class, and a significant increase in their disposable incomes. The industry is expected to touch the 10 million mark very soon, to which the commercial vehicle segment will be a major contributor. Industry experts estimate the Indian Automobile sales growth at a compounded annual growth rate (CAGR) of 9.5 per cent by 2010.
History
The first car ran on India's roads in 1897. Until the 1930s, cars were imported directly, but in very small numbers. Embryonic automotive industry emerged in India in the 1940s. Mahindra & Mahindra was established by two brothers as a trading company in 1945, and began assembly of Jeep CJ-3A utility vehicles under license from Willys. The company soon branched out into the manufacture of light commercial vehicles (LCVs) and agricultural tractors. Following the independence, in 1947, the Government of India and the private sector launched efforts to create an automotive component manufacturing industry to supply to the automobile industry. However, the growth was relatively slow in the 1950s and 1960s due to nationalisation and the license raj which hampered the Indian private sector. After 1970, the automotive industry started to grow, but the growth was mainly driven by tractors, commercial vehicles and scooters. Cars were still a major luxury. Japanese manufacturers entered the Indian market ultimately leading to the establishment of MarutiUdyog. A number of foreign firms initiated joint ventures with Indian companies. In the 1980s, a number of Japanese manufacturers launched joint-ventures for building motorcycles and light commercial-vehicles. It was at this time that the Indian government chose
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Suzuki for its joint-venture to manufacture small cars. Following the economic liberalization in 1991 and the gradual weakening of the license raj, a number of Indian and multi-national car companies launched operations. Since then, automotive component and automobile manufacturing growth has accelerated to meet domestic and export demands.
Following economic liberalization in India in 1991, the Indian automotive industry has demonstrated sustained growth as a result of increased competitiveness and relaxed restrictions. Several Indian automobile manufacturers such as Tata Motors, Maruti Suzuki and Mahindra and Mahindra, expanded their domestic and international operations. India's robust economic growth led to the further expansion of its domestic automobile market which has attracted significant India-specific investment by multinational automobile manufacturers. In February 2009, a monthly sale of passenger cars in India exceeded 100,000 units and has since grown rapidly to a record monthly high of 182,992 units in October 2009. From 2003 to 2010, car sales in India have progressed at a CAGR of 13.7%, and with only 10% of Indian households owning a car in 2009 (whereas this figure reaches 80% in Switzerland for example) this progression is unlikely to stop in the coming decade. Congestion of Indian roads, more than market demand, will likely be the limiting factor.
Market size
The Indian Automotive Industry after de-licensing in July 1991 has grown at a spectacular rate on an average of 17% for last few years. The industry has attained a turnover of USD $35.8 billion, (INR 165,000 crores) and an investment of USD 10.9 billion. The industry has provided direct and indirect employment to 13.1 million people. Automobile industry is currently contributing about 5% of the total GDP of India. India's current GDP is about $1.4 trillion and is expected to grow to $3.75 trillion by 2020. The projected size in 2016 of the Indian automotive industry varies between $122 billion and $159 billion including USD 35 billion in exports. This translates into a contribution of 10% to 11% towards India's GDP by 2016, which is more than double the current contribution.
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Basis of Competition
Competition in this industry is high. Competition in this industry is increasing. Automotive industry is a volume-driven industry, and certain critical mass is a pre-requisite for attracting the much-needed investment in research and development and new product design and development. Research and development investment is needed for innovations which is the lifeline for achieving and retaining competitiveness in the industry. This competitiveness in turn depends on the capacity and the speed of the industry to innovate and upgrade. The most important indices of competitiveness are productivity of both labour and capital. The concept of attaining competitiveness on the basis of low cost and abundant labour, favourable exchange rates, low interest rates and concessional duty structure is becoming inadequate and therefore, not sustainable. A greater emphasis is required on the development of the factors like innovation which can ensure competitiveness on a long-term basis.
Key Competitors
Tata Motors
Tata Motors Limited is India's largest automobile company;it is the leader in commercial vehicles and among the top three in passenger vehicles. Tata Motors has winning products in the compact, midsize car and utility vehicle segments. The company is the world's fourth largest truck manufacturer, and the world's second largest bus manufacturer with over 24,000 employees. Since first rolled out in 1954, Tata Motors as has produced and sold over 4 million vehicles in India.
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Maruti Suzuki India

Maruti Suzuki India Limited, a subsidiary of Suzuki Motor Corporation of Japan, is India's largest passenger car company, accounting for over 45% of the domestic car market. The company offers a complete range of cars from entry level Maruti-800 and Alto, to stylish hatchback Ritz, A star, Swift, Wagon-R, Estillo and sedans DZire, SX4 and Sports Utility vehicle Grand Vitara.
Hyundai Motor India

Hyundai Motor India Limited is a wholly owned subsidiary of world's fifth largest automobile company, Hyundai Motor Company, South Korea, and is the largest passenger car exporter. Hyundai Motor presently markets 49 variants of passenger cars across segments. These includes the Santro in the B segment, the i10, the premium hatchback i20 in the B+ segment, the Accent and the Verna in the C segment, the Sonata Transform in the E segment.Mahindra & Mahindra is mainly engaged in the Multi Utility Vehicle and Three Wheeler segments directly. The company competes in the Light Commercial Vehicle segment through its joint venture subsidiary Mahindra Navistar Automotives Limited and in the passenger car segment through another joint venture subsidiary Mahindra Renault. In the year 2009, on the domestic sales front, the Company along with its subsidiaries sold a total of 220,213 vehicles (including 44,533 three-wheelers, 8,603 Light Commercial Vehicles through Mahindra Navistar Automotives and 13,423 cars through Mahindra Renault), recording a growth of 0.6% over the previous year.
Ashok Leyland
Against the backdrop of the sharp slump in demand for commercial vehicles, during 2008-09, Ashok Leyland registered sales of 47,118 medium and heavy commercial vehicles (M&HCV),
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37.5% less than in the previous year. This includes 16,049 M&HCV buses and 31,069 M&HCV trucks respectively, 8.7% and 46.3% less than in the previous year.
Categorywise Market Share

Two Wheelers Three Wheelers Commercial Vehicles Passenger Vehicles
Exports
India's automobile exports have grown consistently and reached $4.5 billion in 2009, with United Kingdom being India's largest export market followed by Italy, Germany, Netherlands and South Africa. India's automobile exports are expected to cross $12 billion by 2014. According to New York Times, India's strong engineering base and expertise in the manufacturing of low-cost, fuel-efficient cars has resulted in the expansion of manufacturing facilities of several automobile companies like Hyundai Motors, Nissan, Toyota, Volkswagen and Suzuki.
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Auto Exports in 2010-11

60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Bajaj Auto Tvs Hundai Motors Maruti Suzuki Hero Honda Others Auto Exports in 2010-11
Company Profile
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ABOUT FRONTLINE AUTOMOBILES: Frontline Automobiles are authorized dealers of General motors Udupi.Frontline Automobiles was established by JafferMisbah in the year of 1998. JavedMisbah was the General Manager. At that time Frontline automobiles was the sub dealer for OPEL cars such as Corsa and Astro. Sumith Motors from Bangalore was supplying the cars till 2000. In the year of 2000 Frontline automobiles got the full authorization of sales and service under General Motors. Till 2003 it was the dealer for only Opel cars and thereafter it started the dealership for Chevrolet cars. General Motors felt the need to make a name first, and thereby make the product aware, and later to expand the sales. They bought their valuable services in coastal Karnataka, so therefore appointed Mohammed Jafer as an authorized dealer, who has been in the automobile field since 16 years. Mr. JavedMisbah, the Managing Partner has been conferred with the award The Best Service for Opel cars in India for the year 2002. The area covered by Frontline Automobiles is 50 cents that cover the sales as well as the service department. The Frontline Automobile is located in N.H.17 Kulur, Mangalore. Their first product to be sold out in the market was the Opel Astra and has been going strong ever since the firms inception. Opel, being German, are known world over for their quality, performance, efficiency and reliability. The sale of Chevrolet was launched in the month of June 2003. First it launched Optra then Tavera, Aveo, Aveo-Uva and Spark.Today it has branches and workshops in Udupi, Shimoga,Chikmagulur, Putturand Mangalore. It has a workshop in Bangalore also. Mangalore is the main branch which is situated near Kuluron N.H 17 (Udupi- Mangalore Highway). In this branch nearly 130 employees are working, including sales and service people, technician and other staff. The annual turnover of Frontline Automobiles was 35 crore. Recruitment is done by the Sales Manager and Assistant Sales Manager. For marketing and sales and for other activities it was done by concerned authority or the HR Manager.
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Nature of the business

Frontline automobile is the authorized dealer of General motors in Mangalore. This is authorized showroom for Chevrolet cars, dealer of Chevrolet Spark, Beat Diesel, Avo U Va, Aveo, Optra Magnum,Cruz, Tavera, Captiva. We pride ourselves on our personalized, friendly service and customer satisfaction. Whether you are purchasing a new or auto parts and service, the highly trained team of Frontline Automobiles is always there for you, providing the expert product knowledge and attention, courteous service that has made us a leading dealership of Chevrolet in Karnataka.
Vision statement
To be the most admired auto dealership in the state, by delighting our customers. To be the industry benchmark - in terms of customer satisfaction, business processes and performance results, thereby adding value and prosperity to all our stakeholders.
Mission statement
To achieve continuous growth with Integrity by creating a seamless organization that encourages innovation and employee growth and consisitency delights our customers
Area of Operation
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Frontline Automobiles operate regionally. Its head office lies in Mangalore and the other four branches are located in places like Udupi, Karkala, chickmagalur and other few places in Karnataka State.
Ownership Pattern
Mr. VinodSherlekar and ShaileshBaliga are the two partners of Frontline Automobiles. Both of them have different business such asFabrotech Body Builders for various vehicles, Hotel Woodside, Veenu Aluminums, Century automobiles which deals with Swaraj Mazda trucks. Honda two wheeler dealers are also the main dealer for the Honda generators, and the dealers for Mahindra LCV small trucks.
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Infrastructure
facilities
The customer waiting lounge is well furnished with the facilities of News papers, Magzines and telivision.
The cafeteria in frontline automobiles for staff makes them refresh.
Customer waiting lounge Cafeteria for staff Parking area Stock yard
The parking area is to park the vehicles of customers.
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Sales Showroom
The Frontline automobile is having very good sales showroom which makes the customer to have a good glance over the vehicle, also vehicle looks more attractive through the displays. Customers could walk in and view the cars of their choice
Service Workshop
The service workshop in Fronline automobiles is very spacious, that allows the mechanics to attend many cars as possible at a time.
Accessory Counter
The Accessory counter in frontline automobiles is having every accessory parts which allows the cutomer to coviniece in finnding the required parts in showroom itself.
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Product Profile
car model
Colour availability
Caviar Black
variance
Spark 1.0 base Spark 1.0 base MET Spark 1.0 LS
Price(Rs)
327771 333071 367066 372366 389220 394520 390965 396265 413118 418418 370925 376575 396567 402217 442346 447996 490010 495660 429932 435582 475710 481360
Velvet red Linen beige Sanddrift Grey
Spark 1.0 LS MET Spark 1.0 LT Spark 1.0 LT MET Spark 1.0 LS LPG Spark 1.0 LPG MET
SPARK
Summit White Misty Lake Linen Beige Green Cocktail Super Red Caviar Black Misty Lake
Spark 1.0 LT LPG Spark 1.0 LT LPG MET Beat 1.2 BASE Beat1.2base MET Beat 1.2 LS Beat 1.2 LS MET Beat 1.2 LT Beat 1.2 LT MET Beat 1.2 LT OPTION BeaT1.2 LTOPTION MET Beat 1.2 LS LPG Beat 1.2 LPG MET
BEAT
Sanddrift Grey
Switchblade Silver Beat 1. 2LT LPG

Beat 1.0 LT LPG MET
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Aveo U-VA 1.2 LS NEW
427469
Aveo U-VA 1.2 LT NEW
495929
AVEO U-VA
Aveo 1.4 LS NEW
606124
Aveo 1.4 LT NEW
678913
Aveo 1.4 LT (ABS) NEW AVEO
708423
Optra 1.6 MAGNUM
747560
Optra 1.6 LT ABS MAGNUM 848839 Optra 2.0 LS MAGNUM(DIESEL) 858956 Optra 2.0 LT AAC OPTRA MAGNUM(DIESEL) 950119
Captiva LT
1841147
Captiva LT(O)
1915114
Captiva AWD
2020128
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CAPTIVA
Cruze LT
1239353
Cruze LTZ
1398167
Cruze LTZ AT
1483563
cruze TAVERA NEO 3 (PRIVATE) BASE MODEL LS VARIANT LT VARIANT TAVERA NEO 3 (TAXI) BASE MODEL TAVERA LS VARIANT LT VARIANT 675573 831780 946450 657753 831780 942700
Spark:Chevrolet Spark is a compact car by General Motors. The car was launched in India in 2007. Chevrolet Spark has overall length of 3495 mm, overall width of 1495 mm and overall height of 1518 mm. It has ground clearance of 170 mm and boot space of 170 liter. The interiors have been given a distinctive look and the instrument console is positioned in the middle of the dashboard. Ergonomics suffer though. The cute Spark has high refinement levels and feels confident on the road. Spirited and fuel efficient performer,
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Beat:Chevrolet India (General Motors India) has today launched its smallest diesel engine passenger car, the much awaited Chevrolet Beat Diesel in India at an attractive price starting at Rs.4.29 Lakh. The Beat Diesel is available in three variants PS, LS and LT (LT is available with some optional features). The Chevrolet Beat Diesel is powered by a small 1 liter turbocharged CRDI diesel engine developed specifically for India in India by General Motors India. The smarttech diesel engine produces high torque at low engine RPM making it a very peppy car. Also the NVH levels are also very controlled even at high RPM of the car. The USP of Beat Diesel is fuel economy with great style and features with a small Diesel car. Although there are other small diesel cars available in the market like Tata Indica,Maruti Ritz Diesel, Nissan Micra Diesel, Ford Figo Diesel etc. but most of them come with larger diesel engine or lesser features or poor NVH levels and are priced higher.
Aveo U-VA
Styled by GiorgettoGiugiaro, the Chevrolet UV-A comes across as a handsome vehicle and looks very European. The car falls into the B-segment category but offers space that could rival many of the mid-sized sedans. Though not spirited, Chevy UV-A's performance can be termed adequate. Fuel efficiency figures are on the better side of the scale. A comfy car that gives a lovely ride and predictable handling to re-affirm the confidence of the driver. A competent car this that comes with good optional features.
Aveo
The second generation of the Aveo is what we get in India. The T250 sold in India was a global replacement for the T200 and was introduced in 2006. Offered with two engine options, the 1.4L motor churns out 94PS of power while the 1.6L delivers 102PS. GM hopes were sky high with the launch of this machine and they'd expected to sell the Aveo in good numbers. It
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surely started with a bang but the effect faded away soon after. Offers average performance though. Lovely ride, nice interiors, handsome exterior lines this is a capable car that deserves to sell better.
Optra Magnum
Like the Optra from the rear, SRV from the front but unlike either when you pop the hood. The 2L, 121PS common rail diesel engine delivers as an exhilarating experience. Other strongholds of Optra are carried forward with the Magnum. Ride is plush, interiors exude rich feel, and gearbox has improved. Steering is still a little lazy though. Overall, a smooth to drive.
Captiva
The Captiva is a soft-roader from the Chevy stable. Built to take on the likes of the Honda CR-V and provide some level of competition to the Ford Endeavour and Nissan X-Trail, the Captiva is a good looking vehicle. It's imposing stance, sporty lines and overall fit and finish speak volumes about quality. Powering it is a 2.0 liter diesel engine that generates enough power to keep you captivated. Its got a smooth ride, decent interiors and some basic off road capability, however it is wiser to keep the Captiva on the road.
Cruze
The Chevrolet Cruze is the first vehicle to use GM's revamped Delta 2 platform, an architecture that is also used on other GM small cars around the globe, including replacements for the Chevrolet HHR, Opel Zafira and its related siblings. The Cruze's bodywork carries a design vocabulary that is incorporated into all vehicles across the globe that carry the Chevy bowtie.
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Cruze will be aimed at compact car buyers, it pushes the edges of that envelope. Compared with the vehicles GM is primarily targeting, its 58 mm longer than the 2010 Toyota Corolla, and 94 mm longer than the Honda Civic. Its also marginally longer than the Cobalt, and is wider and taller than any of them.
Tavera
No, you cannot call it a bread-box on wheels. As a matter of fact, it is far from it! The Tavera is surely a good-looking machine that fits the people-mover tag perfectly. But since the introduction of the Innova, things have not been going well for it. What it essentially has done is fill the space left by the Toyota Qualis. The Innova is quite expensive and theres no other machine that falls in the same space as the Qualis, so the Tavera has more than filled up that space and has been doing well.
Service Profile
We at Frontline Automobiles have assembled a team of professionals specializing in a variety of financial solutions. We work with several financing institutions to assist every customer with their unique credit needs and bring a pleasant, transparent, competitive rates and hassle free deal terms on vehicle financing. Financial Services Our dealership offers flexible rates, terms, and payments so that you can obtain the loan that fits you best. The rate in your individual financing package is influenced by a number of factors including your credit history, the term of your loan, the amount financed, and the
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residual value of the vehicle you buy. Financing through our dealership lets you enjoy a quick, competitive, and straightforward way of getting your new vehicle.
On road services
On road service program includes a very liberal. Towing allowance (approximately 35 miles) to the nearest service facility. Though it is unlikely, if a customer must tow their vehicle beyond the limit they may do so for an additional per mile fee.
Exchange offers Customer lounge
Frontline Automobiles is providing the exchange offers, i.e. the used car can be exchange with the brand new car. Every customer will not like to wait for a long time till his vehicle gets back from the service or from repair. So frontline automobile is having well furnished customer lounge where customer will be provided with the news papers, magazines, Television etc which will provide him/her entertainment in his waiting time.
Competitors Information:Chevrolet Products competitors

Alto i10 Santro Ford Figo Indica Vista Ritz BEAT
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Polo Punto Ritz i20 Swift
HondaCity Skoda Octavia
Honda CRV Toyota Fortuner TATA Safari
Innova Bolero Xylo
AWARDS/ACHIEVEMENTS: Frontline Automobiles bagged the Fastest Spark retail for 50 cars Award in the year 2007. Won the best Aveo sales Award in the year 2009. Won the best accessory sales Award in the year 2009. Won the Top third dealer in the South Region for Sales Award in the year 2010.
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FUTURE GROWTH AND PROSPECTS: Frontline Automobiles has gained huge success in Mangalore and therefore it is planning to open sales outlet in Karkala and service outlet in Chickmagalur.
WORK FLOW MODEL MANAGING DIRECTOR
GENERAL MANAGER
SENIOR SALES MANAGER
SPARE PARTS MANAGER
SERVICE MANAGER
SUPERVISOR
ACCOUNTS MANAGER
SALES MANAGER
OUTDOOR FIELD EXECUTIVE
DEP. WORKS MANAGER
MASTER TECHNICIAN
TYPIST
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FIELD SALES EXECUTIVE
COUNTER SALES EXECUTIVE
Asst. WORK MANAGER
HELPER
CLERK
FRONT OFFICE SALES EXECUTIVE
CASHIER, CLERK, PICKING HELPERS
Sr. SUPERVISOR Sr. MECHANICS
WASHING MAN
SWEEPER
MECHANICS AND HELPERS
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Chevrolet History
On November 3, 1911, race car driver and automotive engineer Louis Chevrolet cofounded the Chevrolet Motor Car Company with William C. Durant (ousted founder of General Motors for 5 years) and investment partners William Little (maker of the Little automobile) and Dr. Edwin R. Campbell (son-in-law of Durant)and in 1912 R. S. McLaughlin of Canada. Durant was ousted from the management of General Motors in 1910 for 5 years. He took over the Flint Wagon Works, incorporating the Mason and Little companies. As head of Buick Motor Company prior to founding GM, Durant had hired Louis Chevrolet to drive Buicks in promotional races. Durant planned to use Chevrolet's reputation as a racer as the foundation for his new automobile company. Actual design work for the first Chevy, the costly Series C Classic Six, was drawn up by Etienne Planche, following instructions from Louis. The first C prototype was ready months before Chevrolet was actually incorporated. Chevrolet first used the "bowtie emblem"[3] logo in 1913. It may have been designed from wallpaper Durant once saw in a French hotel. More recent research by historian Ken Kaufmann presents a case that the logo is based upon a logo for "Coalettes".[4] Others claim that the design was a stylized Swiss cross, in honor of the homeland of Chevrolet's parents.[5]
Chevrolet logo, ca. 1943
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Louis Chevrolet had differences with Durant over design and in 1915 sold Durant his share in the company. By 1916, Chevrolet was profitable enough to allow Durant to repurchase a controlling interest in General Motors. After the deal was completed in 1917, Durant became president of General Motors, and Chevrolet was merged into GM as a separate division. In 1917, Chevrolet's factories were located at New York City; Tarrytown, N.Y.; Flint, Michigan; Toledo, Ohio; St. Louis, Missouri; Oakland, California; Fort Worth, Texas, and Oshawa, Ontario. In the 1918 model year, Chevrolet introduced the Model D, a V8-powered model in four-passenger roadster and five-passenger tourer models. It also started production of an overhead valve in-line six. Most cars of the era had only low compression flat head engines. These cars had 288in 3 55 hp (41 kW) engines with Zenith carburetors and three-speed transmissions. Chevrolet continued into the 1920s, 1930s, and 1940s competing with Ford, and after the Chrysler Corporation formed Plymouth in 1928, Plymouth, Ford, and Chevrolet were known as the "Low-priced three". In 1933 Chevrolet launched the Standard Six, which was advertised in the United States as the cheapest six-cylinder car on sale. Chevrolet had a great influence on the American automobile market during the 1950s and 1960s. In 1953 it produced the Corvette, a two-seater sports car with a fibreglass body. In 1957 Chevy introduced its first fuel-injected engine,theRochester Ramjet option on Corvette and passenger cars, priced at $484. In 1960 it introduced the Corvair, with a rear-mounted air-cooled engine. In 1963 one out of every ten cars sold in the United States was a Chevrolet. The basic Chevrolet small-block V-8 design has remained in continuous production since its debut in 1955, longer than any other mass-produced engine in the world, although current versions share few if any parts interchangeable with the original. Descendants of the basic smallblock OHV V-8 design platform in production today have been much modified with advances such as aluminium block and heads, electronic engine management, and sequential port fuel injection. Depending on the vehicle type, Chevrolet V-8s are built in displacements from 4.3 to 9.4 litres with outputs ranging from 111.394 horsepower (83.066 kW) to 994 horsepower
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(741 kW) as installed at the factory. The engine design has also been used over the years in GM products built and sold under the Pontiac, Oldsmobile, Buick, Hummer, Opel (Germany), and Holden (Australia) nameplates. Chevrolet launched the Chevrolet Volt (and related Opel/Vauxhall Ampera) to add to a wide range of vehicles that by 2010 included a varied mix of American, Australian, European and Korean based designs to suit each local market.
International operations
As of 2010 Chevrolet had operations in over 140 countries, and global sales in 2011 set a record with 4.76 million vehicles sold worldwide.[
2011[12]
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Rank in GM 1 2 3 4 5 6 7 8 9 10
Location
Vehicle Market sales share (%) 36.9% 13.3% 12.5% 3.6% 3.4% 3.2% 2.8% 2.6% 2.3% 2.2%
United States 1,775,812 Brazil China Russia Mexico Canada Argentina Uzbekistan India Colombia 632,201 595,068 173,485 162,461 150,540 133,491 121,584 111,056 105,783
MCKENYS 7S MODEL WITH REFERENCE TO CHEVROLET CARS
Structure
Strategy
System
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Shared values Style
Skills
Staff
The respected consulting firm of McKinsey & company developed the 7-s framework for management analysis. The outstanding feature of the 7-s model is that McKinsey consults in their studies of many companies have tested it extensively. Thus, theory and practice seem to support each other in the study of management. The seven Ss are strategy, structure, systems, staff, shared value and skills, which is summarized above.
1. STRATEGY: Strategy refers to the determination of the purpose and the basis long term objectives of an enterprise and the adoption of course of action and allocation of resources necessary to achieve these aims.
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The main strategy followed by Frontline Automobiles is good service and quality service to cater to the needs of its customers and the organization. 2. SYSTEMS: Systems can be sophisticated mechanism that is the driving force to lead the organization on the way to success or can be the physical machinery and equipments with advanced technology to ensure the smooth flow of work. The system followed by Frontline Automobiles is Time based and Need based which is dynamic in nature but at the same time these changes do not affect the performance basis of the organization. 3: STRUCTURE: Organizational structure of CHEVROLET CARS can be viewed as established pattern of relationship among the components of the organization. It refers to the integration of activities and authorities in the organization. In Frontline Automobiles, the organization structure is well planned and the functions and the objective of the organization are brought to the notice of the employees The authority and the responsibility are properly assigned and therefore the rest is carried on smoothly.
ORGANISATIONAL CHART: In CHEVROLET CARS an organization chart is used which is graphically portray of various positions in the organization and the formal authority relationship among them. The organization chart in CHEVROLET CARS shows the position in the organization. It provides to understand
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what his position in the organization structure is. What are his/her functions for whom in is responsible for his working that is responsible to him. The advantages of organization chart in CHEVROLET CARS . 1. shows clearly the lines of authority and responsibility so that each individual know his exact position and role in the organization. 2. It serves as a useful guide for the organization and training of new personnel. 3. It indicates the promotion opportunities available in the organization and serves as a valuable guide in career planning. 4. It enables the management to review the structure and locate defects if any. Types of organization chart: There are three types of organization chart, they are: Vertical chart Horizontal chart Concentric chart
4. STYLE Style refers to the way the management behaviours and collectively spends time to achieve organization goals.
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In CHEVROLET CARS the management holds meetings regularly and spends times to achieve organization goals. Every department maintains proper records, which is helpful for verification purposes. 5. STAFF Staff refers to people in the enterprise and their socialization into organization culture. The staff in CHEVROLET CARS has good relationship with each other. The staffs are well qualified and suited for their respective job. They are satisfied with their work, which is reflected by the non- stoppage of any work in CHEVROLET CARS . The maximum numbers of staff approved is workers working in CHEVROLET CARS .
We believe that our employees are key contributors to the success of our business. To achieve this, we focus on hiring and retaining the best talent in the industry. We assess candidates for the required skill sets and competency levels. We continuously train our employees, whether worker or staff, to achieve higher efficiency in our operations. All our employees are inducted into our organization through a four (4) day induction and training which covers our organizational alignment and philosophy, factory visits, product management and personality development. We maintain records of the skill sets of every employee to determine the training to be imparted to each employee. We have implemented standard process norms that have to be adhered to by employee.
6. SHARED VALUES:
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Shared values refer to the values shared by the members of an organization. In CHEVROLET CARS employee is dedicated to the achievement of the organizational goals. The employees work hard to see that good quality products are produced in the union.
7. SKILLS: Skills refer to the distinctive capabilities of an enterprise. The CHEVROLET CARS possesses variety of skills in the procurement of their products which is reflected by the quality products produced by the company. The company has good skilled human resources, which is very important in the achievement of organization goals.
SWOT ANALYSIS Strengths

Customers are attended by employees as soon the customers arriving to the showroom with the problems; it will create a good impression about the showroom or their services in the minds of the customers. The brand name of the vehicle itself is a strength of the Frontline line automobiles Warranty provided by Frontline Automobiles is the best in the Industry. It is situated very near to the highway that will attract the new customers.
Weaknesses
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The number of outlets are less

Customer asking offers which is unavailable from the manufacturer.
The competition from other competitors

Less importance to the promotional activities.
Opportunities
It can capture the rural areas when launching the new vehicles. Market Share is increasing. Dealers can conduct exchange promotional activities to increase the sales.
Threats Ever changing market trends is a threat to all companies Higher discounts from competitors Readily available vehicles from competitors New incentives from the competitors like price and quality Maruti strengthening its market share of 40% in a Mangalore region
The small cars are also available from the competitors like Maruti, ford, Volkswagen
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CHAPTER-5
5. ANALYSIS OF FINANCIAL STATEMENT The company has not provided any information regarding the financial statement. Thus it has not been discussed in this study.
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Learning experience
1.
As a part of curriculum in MBA and in-plant, training was conducted for a period of ten
weeks. This gives students an exposure to the world of corporate functioning. This training has helped me in understanding the organizational environment to a great extent. 2. Competition in automobile industry is heating up its time for Indian automobile players also
to align up in the new dynamic business environment.

3.
It is a great learning experience to know the administrative, finance, marketing and human
resource development aspects of this company. I could clearly understand the interconnection between various departments and how they work towards the achievement of the organizations goal. 4. Automobile majors should think to launch the product according to the needs of customers
to satisfy them and make them brand loyal as very soon this blue ocean of Indian automobile scenario will convert into red ocean where the loss of this is the gain of other .They should also think for searching new space or we can say either creating a new blue space to sustain their growth in long run. 5. To be successful, automobile service providers must deliver positive customer experiences with rich, value-added services supported by comprehensive service quality management. 6. The strength, weaknesses, opportunity and threat of the company are identified which has
helped me to know more about Frontline Automobiles i.e. in which area company is strong enough and in which area the company needs to focus more. 7. As a management student, it is a great help to gain practical knowledge through the
application of the theory learnt in the real life. This in-plant training was a great practical exposure and learning experience for me.
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PART- B
GENERAL INTRODUCTION
It gives me immense pleasure to present you this entire project. The project emphasis on A STUDY TO MEASURE SATISFACTION LEVEL OF BEAT CAR OWNERS AND TO SUGGEST APPROPRIATE MEASURE TO ENHANCE THE SALES AT UDUPI CITY The study is undertaken at Frontline AutomobilesPvt ltd. Udupi. The project focuses on measuring satisfaction level towards the Swift car with respect to enhance sales at Udupi city. Customer Satisfaction: Firms should use the standard not only for immediate improvement in customer satisfaction through effective complaint handling process but also take strategic advantage by making the system more convenient for the customer to lodge a complaint in order to get better ideas from the customers. This standard is suitable for both big and small organization.
Consumer behavior
Consumer behavior is the study of when, why, how, and where people do or do not buy a product. It blends elements from psychology, sociology, social anthropology and economics. It attempts to understand the buyer decision making process, both individually and in groups. It studies characteristics of individual consumers such as demographics and behavioural variables in an attempt to understand people's wants. It also tries to assess influences on the consumer from groups such as family, friends, reference groups, and society in general.
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STATEMENT OF THE PROBLEM In Indian car industry, small car segments have played a very crucial and significant role due to its economy, efficiency and effectiveness. Due to invasion of foreign cars into Indian markets, the pace of competition has hiked. This study will provide solutions to the problems of the management to know the satisfaction level of the Swift car owners. And the reason for preferring or not preferring the Frontline AutomobilesPvt. Ltd. services, by the Beat car customers. Thus keeping these points in mind, a few objectives were set such as satisfaction level of swift car and with respect to services of the Frontline Automobiles Pvt. ltd. The preferences towards particular car and services or particular facility, the effectiveness of the introduced services, causes for dissatisfaction are some objectives of this study.
OBJECTIVES OF THE STUDY 1. To know the satisfaction level of beat car through various measures. 2. To understand competitive advantage towards other car segments. 3. To find opinions of respondents as regards to their state of level of satisfaction with respect to Beat car. 4. To understand the facilities /service expected by customers from Dealer. 5. To suggest appropriate measure to enhance the sales of Beat car.
SCOPE OF THE STUDY The study will provide the solutions to the management by understanding customer feedback, and the level of satisfaction towards the service provided by the management or organization. Through this study the management will how: To study the reason why people opt four-wheeler
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To know the features considered by the customers while purchasing a Beat car. To know the satisfaction level of Beat car owners To know the reason for preferred only Beat car To suggest appropriate measure to enhance its sale at Udupi city.
METHODOLGY
Data Collection Method: In order to achieve objectives of this project study, it was very necessary to collect data for different information required.
Primary data: Primary data comprises of direct responses or firsthand data collected from different respondents for Beat car. Questionnaire was used as the major tool in collecting primary data for our research. Primary data also collected through the direct interview with the respondents.
Secondary data: Secondary data is the data, which is not gathered for the immediate study at hand but for some other purposes. Secondary data for the research is collected through magazines like Business World, newspapers, Auto magazines and internet etc. Therefore both the types of data were used in order to collect information for the study.
Descriptive Research:The research carried out was a descriptive type of Research.
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Selection of Sample:Sampling allows us to concentrate our attention upon relatively Beat car owners, hence devote more energy to ensure that the information collected from them accurate. Elements: Research includes Beat car owners in Udupi city. Sample Frame: Owners of Beat car. Sampling Size: The total sample size consists of 50 respondents.
LIMITATION OF THE STUDY: The study is restricted to Udupi city only. Due to the time constraints it was not possible to cover all the areas in Udupi. During the study only 50 respondents were met. It is believed that the respondents were true in answering the questionnaire. As the customer preference changes the findings of the study cannot help for long run. The study is restricted to the customers who bought Chevrolet Beat from frontline automobile dealers only.
Page- 41
ANALYSIS AND INTERPRETATION

Table No:-2.1Classification of respondents based on occupation Occupation Self Employed Govt. Employed Self-Professional Student Any Other Total Respondent 11 12 13 7 7 50 percentage 22% 24% 26% 14% 14% 100%
Chart No:-2.1Classification of respondents based on occupation
Occupation
30 20 10 0
respondent
Interpretation: During the survey that I conducted there are 22% of the respondents are self-employed, 24% of them are government employees, 26% of them are sales person professionals, 14% are students and remaining 14% are related to other fields
Table No:-2.2. Classification reason to opt for four wheeler
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Reason Need Comfort Status Stylish Total
Respondents 15 6 24 5 50
Percent 30% 12% 48% 10% 100.0
respondent
respondent 48 30 12 10
need
comfort
status
stylish
Interpretation: The above graph reveals that 48% of the respondents opt four wheeler for status,30% of respondents for the need on the regular bases,12% of the respondents opt for comfort of service, and 10% of the respondents opt four wheeler for the style . The majority of respondents are opt Beat car for their status and need for regular bases.
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Table No:-2.3 .Classification to know about Beat car Reason To Know TV Ads Existing customers Magazines Friends Internet Total Respondents 16 11 12 6 5 50 Percent 32% 22% 24% 12% 10% 100%
Reason to know
percentages
32 Reason To Know TV Ads
22 Existing customers
24 Magazines
12 Friends
10 Internet
Interpretation: From the above graph shows that 32% of the respondents came to know about Beat car through TV ads,22% of the respondents through magazines,24% of the respondents through the existing customers and 12% of respondents from friends,10% of respondents through internet. The above graph explained that majority of respondents are TV ads and Magazines.
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Table No:-2.4.Classification of respondents who preferred Beat car Reason for preference Mileage Aesthetics Safety Feature Luxuries Total Respondents 11 15 9 15 50 Percent 22% 30% 18% 30% 100%
Reason for Preference

Series1
Persentage
22 Reason for preference Mileage
30
18 Safety Feature
30
Aesthetics reason
Luxuries
Interpretation: From the above graph reveals that 30% of the respondents prefer for Aesthetics, 30% of the respondents prefer for conscious luxuries, 18% of the respondents for safety features and 22% of respondents prefer Beat car for mileage. The above graph states that the customers are eager to buying car Beat car through various attributes of car. Table No:-2.5 Response towards satisfaction level of Frontline Automobiles.
Page- 45
Level of Satisfaction Highly Satisfied Satisfied Neither Satisfied Dissatisfied Total
Respondents 24 16 6 4 50
Percent 48% 32% 12% 8% 100%
Level of Satisfaction
percentage
60 40 20 0 Level of Satisfaction
48 32 12 8
Highly Satisfied
Satisfied
Neither Satisfied
Dissatisfied
Interpretation: The above graph is explaining about the satisfaction level towards FLAS service, 48% of the respondents are having the opinion that they are highly satisfied, 32% of the respondents surveyed are having the opinion that they are satisfied, 12% of the respondents surveyed are having the opinion that neither satisfied or nor dissatisfied and 8% of the respondents are having opinion that they are not satisfied. The majority of the respondents are satisfied with the services and the satisfaction level can be increased growth economically.
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Chi-square Test:
Response towards satisfaction level of frontline automobiles observed(O) Expected(E) (o-e) (o-e)2 (o=e)2/E 48 25 23 529 21.16 32 25 7 49 1.96 12 25 -13 169 6.76 8 25 -17 289 11.56 100 100 41.44 Ho:dissatisfied with frontline automobile H1:satisfied with frontline automobile Calculated value 41.44 degree of freedom (c-1) (4-1) level of significance 0.05 Table value
7.81473
since calculated value is greater than table value, reject the null hypothesis. Hence customers are satisfied with the frontline automobile
Interpretation: Since the calculated value is greater than the table value, rejected the null hypothesis hence customer are satisfied with the Frontline automobile.
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Table No:-2.6 Response towards buying decision Factors Aesthetic Price Mileage Maintenance Total Respondents 18 10 13 9 50 Percent 36% 20% 26% 18% 100%
Factor
percentage
40 30 20 10 0 Factors Aesthetic Price Mileage Maintenance 36 20 26 18
Interpretation: The above graph reveals that the rank wise percentage of customer preference measures attributes of cars.36% of the respondents are ranked for Aesthetic,20% of the respondents for the price of car,26% of the respondents ranked for mileage and 18% of the respondents ranked for maintenance. The above states that the majority of respondents are aesthetic, price and mileage of Beat car.
Page- 48
Table No:-2.7 Response towards expectation of service from dealer Expectation of Service Quick Service Informative Salesman Prompt Discount on spares Finance Facilities Total Respondents 21 15 11 3 50 Percent 42% 30% 22% 6% 100%
Expectation of Service
percentage
50 40 30 20 10 0
42
30 Informative Salesman
22 Prompt Discount on spares
6 Finance Facilities
Expectation of Quick Service Service
Interpretation: The above graph is explained the facilities expected by customers at the time of buying a four wheeler car.42% of the respondents preferred quick service, 30% of the respondents prefer and need the facility of informative salesman, 22% of the respondents prefer facility of prompt discount on sales and 6% of respondents prefer facility of finance facilities. The majority of the respondents are for quick services and informative salesman.
Page- 49
Table No:-2.8 Response towards rating the Beat car Rating Price Style Maintenance Fuel efficiency Total Respondents 24 12 5 9 50 Percent 48% 24% 10% 18% 100%
Rating
percentage
60 40 20 0 Rating
48 Price
24 Style
10 Maintenance
18 Fuel efficiency
Interpretation: The above graph reveals that the rate given by the respondents to their cars.48% of the respondents rated for price, 24% of the respondents rated for style and features of cars, 10% for the maintenance and 18% of the respondents rated for fuel efficiency. The above graph states that the owners of Beat car are very stylish and offered for new change according to lifestyle changes. Table No:-2.9Response towards sources of finance
Page- 50
Source of Finance Bank Loan Car Loan Total
Respondents 34 16 50
Percent 68% 32% 100%
Source of Finance
percentage
80 60 40 20 0 Source of Finance Bank Loan Car Loan 68 32
Interpretation: From the above graph explained that 68% of the respondents preferred for Bank Loan, 32% of the respondents preferred Bank Loan as means on finance of car Loan. The majority of respondents states that they prefer Bank Loan while buying a new car. Table No:-2.10 Response towards brand image
Page- 51
Brand Image Strongly agree Agree Total
Percent 54% 46% 100%
Brand Image
percentage
54 52 50 48 46 44 42 Brand Image
54 46 Strongly agree Agree
Interpretation: From the above graph we come to know that 54% of the respondents strongly agree and 46% of the respondents agreed to say that Beat car created resurrecting brand image in the market. The above states that the economic level of Beat car is exponential growth in the market.
Table No:- 2.11Response towards recommended others to buy the Beat car
Page- 52
Recommended others yes No Total
Percent 78% 22% 100%
Recommendation to Others
Recommended others yes No
0% 36%
64%
Interpretation: 78% of the total respondents replied they recommended to buy this Beat car to others, remaining 22% of them are replied they didnt recommended.
TABLE NO:-2.12 Chevrolet Beat cars have value of money
Page- 53
Respondent Yes No Total 40 10 50
Percentage 80% 20% 100%
value for money

yes No
36%
64%
Interpretation:
The above table shows that 80% of the respondentscustomer agree that the Chevrolet Beat car has a value for money, and 20% customer felt that it doesnt have the value for money.
TABLE NO:-2.13satisfaction level about pre-purchase and post purchase services of Frontline Automobiles. Grades Respondent Percentage
Page- 54
Fully-Satisfied Satisfied Average Dissatisfied Total
21 18 7 4 50
42% 36% 14% 8% 100%
Grades
percentage
50 40 30 20 10 0
42
36 14 8
Interpretation: The above table shows that the 42% of the customers fully satisfied, 36% of the customer are satisfied, 14% of the customer average, and the 8% of the customer are dissatisfied by the prepurchase and the post-purchase service provided by the FrontLine Automobiles.
Table No:-2.12Response towards price of the spare parts Price Respondents Percent
Page- 55
yes No Total
29 21 50
58% 42% 100%
Price
yes No
0% 36%
64%
Interpretation: 58% of the respondents are felt that the price of the spare parts is costly and remaining 42% are saying that it is not causing costly for them.
Table No:- 2.13 Response towards role of brand name Role of Brand name Respondents Percent
Page- 56
yes No Total
30 20 50
60% 40% 100%
Role of Brand Name

yes No
36%
64%
Interpretation: Out of 50 respondents 60% of them believe that brand name of the company play important role in purchasing the cars, remaining 40% are not believe this.
Table No:-2.14 Response towards feel about Beat car
Page- 57
Feel about Car Excellent Good Moderate Satisfactory Unsatisfactory Total
Respondents 24 13 5 6 2 50
Percent 48% 26% 10% 12% 4% 100%
Feel About the Car

percentage
50 40 30 20 10 0
48
26
10
12
Interpretation: 48% of the total respondents replied they are feeling excellent about performance of Beat car, 26% of them felt good, 10% of them feel moderate, 12% feels satisfactory, 4% feels its unsatisfactory. Table No:-2.15 Response towards delivery time
Page- 58
Delivery on time yes No Total
Frequency 32 18 50
Percent 64% 36% 100%
Delivery on Time
yes No
64%
36%
36%
0%
Interpretation: During the survey 64% of the people said Frontline Automobile is delivering the vehicle on promised time, and remaining 36% feels that they are not delivering on time.
CHAPTER-3
Page- 59
FINDINGS AND SUGGESTIONS
FINDINGS According to survey it is found that 48% of respondents opt four wheeler for the status, as the first most crucial feature considered while purchasing a car. It is found that 32% of the respondents came to know about the Beat car through T.V advertisements and 24% of the respondents came to know about the car through magazines. It is found that 30% of the respondents preferred only Beat for Aesthetics, and also 30% of the respondents preferred for luxurious and 18% for the safety features and very few for 22% for the mileage. It is found from the survey that 48% of the respondents are satisfactory by FLAPL Services. It is found that 42% of the respondent prefer quick service as the most preferred facilities\services expected from the dealer and the next preferred facilities/services is 30% of the respondents prefer for informative salesman and 22% of the respondents prefer for prompt discount. It is found that 68% of the respondent prefer for Bank loan as the most preferred means of finance. And 32% of the respondents prefer for finance means car Loans. It is found from the survey that 60% of the respondents are strongly agree that Beat car created resurrecting brands in the market and 40% of owners of Beat car are also agreed to say that created resurrecting brands in competitive price with exponential growth.
SUGGESTIONS:
Page- 60
According to surveyed respondents, it is found that Mileage, Price, Style and the Comfort are the most sought after features one looks at, while buying a car. on the higher side is the fuel efficiency, the spare parts availability and maintenance costs are other features, Which one should look into buying a car, So manufacturer has to consider these aspects to attract and retain customers towards brand of company.
42% of the respondents preferred for quick facilities or services from the Dealer, so need to provide quick and fast services to customers and 30% of the respondents preferred for informative sales man there is need for informative sales man for accurate information about cars.22% of the respondents preferred for discounts so Dealer should provide it promptly to its customers after sales.
Company may need to provide most effective service to its customers through developing their own new strategies and improvements.
Online sales promotion have been booming in recent years due to the over whelming popularity of internet. So, company should inculcate this promotional activity for increasing sale of Beat cars that will create exponential growth in market.
Most of Customers prefer for Bank Loan facilities rather than Financial institutions, so the company should provide facility, where (68%) of the customers preferred for Bank loan and 32% of the customers preferred for financial institutions. so company should give information regarding loan concerned.
Discount on accessories and Spare parts act as influencing factor for purchasing decision. So dealer can give appropriate discounts on spares and accessories after sales.
CHAPTER-4
Page- 61
CONCLUSION
Indian automobile industry is witnessing a constant progress from last few years due to the rapid advancement in the technology. We can see that there are lots of competitors in this industry due to which the quality of products/services have improved. Hence it becomes really a difficult task for all these companies to satisfy its target customers. The study is based on the satisfaction of the customers towards the Beat car of Chevrolet and hence in Frontline Automobiles the list of the owners of Beat car was taken and those respondents were met during the course. Satisfaction of a person can change from one person to another. This depends on the overall experience that the customers had with a particular product or service. Therefore the companies should try to satisfy their customers by providing quality in all the aspects. The customers recommend a particular brand/product or a service to others only when their experience with it is good and thus it becomes a challenge on the part of the company to keep a track on all the activities that needs to be followed. To know the satisfaction level of customers, a survey has been conducted which gives an overall picture to the company regarding where they stand in terms of service with respect to their competitors. Hence when the owners of Beat cars were met it was found that only a small number of respondents were dissatisfied due to the reasons like costly spare parts, servicing and delivery time but all of them were happy about the product in terms of its performance attributes. The results of the survey conducted showed that customers are eager to purchase a Chevrolet branded cars. So the buying behavior of customers that most of the customers purchase a car based on Mileage followed by price and maintenance of car. Finally I would conclude that Beat is more eye catching.more refined and more User friendly. It is whole lot of enjoyable to drive than anything else in the compact car category.
CHAPTER-5
Page- 62
QUESTIONNAIRE I am pleased to introduce myself as MBA student of Mangalore Institute of
Technology,Engineering Moodbidri. As a part of curriculum I have undertaken study to measure the satisfaction level of Beat car owners and to suggest appropriate measure to enhance the sales at Udupi city.
1. Name and Address
Contact No:& e-mail id
2.What is your occupation?
Executive Sales person professional Student
Govt Employee Self employed Any other specify
3. Why did you opt for a four-wheeler a. Need c. Status b. comport d. Stylish
Any other specify__________________________________________________
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4. How did you get to know about Beatcar a T.V Ads c. Magazines e. Internet b. existing customers d. Friends f. Any other Specify
5. Why did you preferred only Beat car a. Mileage c. Safety features e Any other specify b. Aesthetics d. Luxuries
6. State the level of satisfaction of Beat car service provided by Frontline Automobile a. Complete satisfied c. Neither satisfied e Some what satisfied b. Satisfied d. Dissatisfied f. Complete dissatisfied
7. Please rank the following features in the order of priority while making a buying decision for a four wheeler (1 for the most preferred and 8 for least preference) . 1. Aesthetic/Look 2. Price 3. Mileage 4. Maintenance
Page- 64
5. Safety features 6. Space 7. Company service comport
8. Which of the following facilities /services do you expect from dealer a. Quick service c. Prompt discount on e. Accessories g. Loan counter b. Informative salesman d. Finance facilities f. Discount on spares h. Home Delivery
9. What are the attributes of your Beatcar. Price: Style Maintenance Fuel efficiency very expensive Very stylish Very easy Excellent Expensive Reasonable Stylish Easy Good Difficult Poor Plain
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10. If you were to buy a new car which means of finance would you prefer a. Bank Loan c. Cash payment Any other specify b. Car Loan e. Employee Loan
11. Beat car has been created resurrecting brands in the market a. Strongly agree c. Neither agrees b. Disagree d. Strongly Disagree
12. Do you recommend others to buy the Beatcar. Yes 13. No
Do you think that Chevrolet Beat cars have value of money? a) Yes b) No
14. Grade your satisfaction level about pre-purchase and post purchase services of frontline Automobiles. a) Fully Satisfied d) Dissatisfied 15. Are you satisfied with price of the spare parts? Yes No b) Satisfied c) Average
16. Whether brand name plays important role in purchasing ofBeatcar ?
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Yes
No
17. How do you feel about Beatcar ? a] Excellent b] good c] Moderate
d] satisfactory e] unsatisfactory
18. Do u have any complaint, problem regardingBeat car? Yes No
If Yes, Specify __________________________________________________
19. Was the vehicle delivered on promised time? Yes No
20. Please Share your experience with Beat car _______________________________________________________________________ _______________________________________________________________________
Thank You
BIBLIOGRAPHY
Page- 67
Reference books Tull and Hawkins, Marketing research, Prenice Hall, 1993. Donald K. Cooper, Pamela S. Schinder, Business Research Mehods, Prentice Hall of Indian Publications, 1999.
Websites
Cited on :http://www.chevrolet.co.in, retrieved on: January 23rd 2012. Cited on: http://www.frontlineudupi.sales@gmidealer.com, retrieved on: January 23rd 2012. Cited on: http://en.m.wikipedia.org/wiki/chevrolet#_
Page- 68

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