INDUSTRY PROFILE:

The automotive industry in India is one of the larger markets in the world. It had previously been
one of the fastest growing markets globally, but is currently experiencing flat or negative growth
rates.

India's passenger car and commercial vehicle manufacturing industry is the sixth largest in
the world, with an annual production of more than 3.9 million units in 2011. According to recent
reports, India overtook Brazil and became the sixth largest passenger vehicle producer in the
world (beating such old and new auto makers as Belgium, United Kingdom, Italy, Canada,
Mexico, Russia, Spain, France, Brazil), grew 16 to 18 percent to sell around three million units
in the course of 2011 and 2012. In 2009, India emerged as Asia's fourth largest exporter
of passenger cars, behind Japan, South Korea, and Thailand. In 2010, India beat Thailand to
become Asia's third largest exporter of passenger cars.
As of 2010, India is home to 40 million passenger vehicles. More than 3.7 million automotive
vehicles were produced in India in 2010 (an increase of 33.9%), making the country the second
(after China) fastest growing automobile market in the world in that year. According to the
Society of Indian Automobile Manufacturers, annual vehicle sales are projected to increase to 4
million by 2015, no longer 5 million as previously projected.
The majority of India's car manufacturing industry is based around three clusters in the south,
west and north. The southern cluster consisting of Chennai is the biggest with 35% of the
revenue share. The western hub near Mumbai and Pune contributes to 33% of the market and the
northern cluster around the National Capital Region contributes 32%.Chennai, houses the India
operations of Ford, Hyundai, Renault, Mitsubishi, Nissan, BMW, Hindustan
Motors, Daimler, Caparo, Mini, and Datsun. Chennai accounts for 60% of the country's
automotive exports. Gurgaon and Manesar in Haryana form the northern cluster where the
country's largest car manufacturer,Maruti Suzuki, is based. The Chakan corridor
near Pune, Maharashtra is the western cluster with companies like General
Motors,Volkswagen, Skoda, Mahindra and Mahindra, Tata Motors, Mercedes Benz, Land
Rover, Jaguar Cars, Fiat and Force Motors having assembly plants in the area. Nashik has a
major base of Mahindra and Mahindra with a SUV assembly unit and an Engine assembly
unit.Aurangabad with Audi, Skoda and Volkswagen also forms part of the western cluster.
Another emerging cluster is in the state of Gujarat with manufacturing facility of General
Motors in Halol and further planned for Tata Nano at their plant in Sanand. Ford, Maruti Suzuki
and Peugeot-Citroen plants are also set to come up in Gujarat & Kolkata with Hindustan
Motors, Noida with Honda and Bangalore with Toyota are some of the other automotive
manufacturing regions around the country.
In 2011, there were 3,695 factories producing automotive parts in all of India.The average firm
made US$6 million in annual revenue with profits close to US$400 thousand.

INTRODUCTION TO COMPANY
General motor Company (NYSE: GM) is an American multinational company and the world's
second largest automaker. General Motor Company Ltd. offers six brands namely Buick,
Cadillac, Chevrolet Daewoo, GMC, Holden to each niche of segment. It is based on worldwide
vehicle sales. G.M. engaged in socially responsible operations. It is dedicated to provide
products and services of such quality that its customers will receive superior value while our
employees and business partners will share in our success and their stock-holders will receive a
sustained superior return on their investment. GM's largest national market is the United States,
followed by China, Brazil, the United Kingdom, Canada, Russia and Germany. GM's On Star
subsidiary is the industry leader in vehicle safety, security and information services.
SOME FACTS ABOUT GM:
Employees more than 244,500 across the world .
Manufacturing facilities in 35 countries and sells its product in approximately in 200
countries.
Global industry sale leader for 77 years.
Sold 9.7 million cars & trucks in years 2007.
GM's largest national market is US followed by China, Brazil, UK, Canada, Germany



COMPANY PROFILE

Type Public (NYSE:GM)
Founded: September 16, 1908
Founder: ''William Billy Crapo Durant''
Headquarters: Renaissance center in Detroit,
Michigan
Area served: Worldwide
Key people:
President and CEO -- Frederick A. Henderson
GM vice chairman, Global Product Development-- Thomas G.
Stephens
GM executive Vice President and Chief financial officer-- Ray
Young
Industry: Automotive
Products: Automotive goods and services
Employees: More than 317,000 across the world
Dealership: 3,600
Subsidiaries: Automotive components holdings
Website: www.gm.com






FOUNDER OF GENERAL MOTORS
William Crapo. Durant



















Born 8-Dec-1861
Birthplace Boston, Massachusette, US
Died 18-Mar-1947
Location of death New York City
Cause of death Unspecified
Gender Male
Race or Ethnicity White
Sexual orientation Straight

Occupation Businessman, Industrialist
Nationality United States
MISSION AND VISION STATEMENTS:
MISSION STATEMENT:
"G.M. is a multinational corporation engaged in socially responsible operations, worldwide. It is
dedicated to provide products and services of such quality that our customers will receive
superior value while our employees and business partners will share in our success and our
stock-holders will receive a sustained superior return on their investment."

VISION STATEMENT:
"GMs vision is to be the world leader in transportation products and related services. We will
earn our customers enthusiasm through continuous improvement driven by the integrity,
teamwork, and innovation of GM people."
BOARD OF DIRECTORS OF GM:
The board is now composed of 13 members. Of those, one is GM President and CEO Fritz
Henderson. The others were all nominated by the current owners of the New GM: 10 nominated
by the U.S. Treasury, one nominated by the governments of Canada and Ontario and one by the
United Auto Workers' Retiree Medical Benefits Trust, These are:
Frederick A. Henderson President and Chief Executive Officer
Daniel F. Akerson Director
David Bonderman Director
Erroll B. Davis, Jr. Director
Stephen J. Girsky Director
Kent Kresa Director
Philip A. Laskawy Director
Kathryn V. Marinello Director
Patricia F. Russo Director
Carol M. Stephenson Dean
CHEVROLET
Louis Chevrolet was a race-car driver and car designer. As head of Buick Motor Company, prior
to founding GM, Durant had hired Chevrolet to drive Buicks in promotional races. Louis
Chevrolet has been forced out of GM in 1910. He wanted to use Chevrolet's designs to rebuild
his own reputation.

In 1911 Chevrolet motor company of Michigan is in corporate in
November by Louis Chevrolet and William Durant.
In 1918 Chevrolet joins general motors corporation.
In 1924 GM starts building Chevrolets for sales in European countries.
In 1928 GM India started in India by assembling Cheverlert cars, trucks and buses
In 1953 Chevrolet introduced worlds first volume production sports car Chevrolet
Corvette. It is the first production car with plastic body.
In 1984 Chevrolet corvette is introduced , with the cars first major styling change in 15
years.
Chevrolet Corvette celebrates its 50th aniversary.
In 2005 all new Chevrolet Aveo sedan makes its world-wide debut at Auto Shanghai,
Chinas premier auto show.
In 2006 all new Chevrolet Captiva SUV makes its world-widedebut at Geneva Motor
show.







GENERAL MOTORS INDIA
GENERAL MOTORS came in India in 1928 with its brand Chevrolet. General Motor were the
fist automobile company to open an assembly plant in India. General Motors India Private Ltd.
(GM India) is a wholly-owned subsidiary of General Motors Corporation that is engaged in the
automobile business in India. Bangalore.
1st footprints in India:
1928: GM India started in India by assembling Chevrolet cars, trucks and buses. The Indian
venture eventually shut down in 1954
GMs 2
nd
coming in India:
1994: General Motors India incorporated a 50-50 joint venture company with the C.K.
Birla Group of companies to produce and sell Opel branded Vehicles
1999: General Motors India became a full subsidiary of GM. GM bought out the
Hindustan Motors interest in 1999. GM India continued to produce Opel cars at the Halol.
2003: After 40 years in July 2003 Chevrolet brand of GM made its return to India with
Chevrolet Optra.


GM Today:
GM India Plant is located at Halol, 45 kilometers northwest of
Vadodara ,in Gujarat
New GM India Plant is coming up at Talegaon , Maharashtra.
Its headquarters operation in Gurgaon, Haryana
It has a large technical center in Bangalore
Presently there are more than 100 dealership with 195 sale point
and 198 service outlets, with network still being expanded.
Chevrolet has also tied up with Bharat petroleum corporation
(BPCL) to establish authorized service centers at select BPCL
workshops called V-CARE and is rapidly expanding this
parallel service centre.
Today General Motor India offers its one brand in India namely Chevrolet whose
following cars are in market.
CHEVEROLET SPARK
CHEVROLET BEAT
CHEVROLET SAIL SEDEN
CHEVROLET ENJOY
CHEVROLET CRUZE
CHEVROLET CAPTIVA


















1.2 SWOT Analysis of Chevrolet:

Strengths weakness
1. Technology
2. Goodwill
3. Efficient Human Resources
1. Less diesel version cars.
2. Fuel inefficient cars.
3. Less sale point and service outlet in
India.
4. Lack of proper distribution system.
1. Demand for more cars.
2. To acquire the rival firm.
3. Enter either in new product line or in
new business.
Eg. Chevrolet can make two
wheelers as increase in demand of
bikes.
1. Increase in completion.
2. Effect on image due to bankruptcy.
3. New technology used by rivals eg.
Toyota
4. Change in customer need and taste
eg. more demand for fuel efficient
cars.
Opportunities Threats





Trident Chevrolet

Authorised ChevroletCar Dealer in Bangalore. Its first Chevrolet dealership opened in Mysore in Jul
2006. This was later followed up with another one in Bangalore in Sep 2009. Its understanding of the
car market and the depth of customer base built over the last 13 years in the business have helped Trident
Chevrolet achieve substantial sales. The reputation and credibility of brand Trident in Bangalore have
also helped immensely. To reach out to its customers, it has opened a Sales Showroom in Kalyan
Nagar, Mysore, Langford Raod, Mysore Road, Marathahalli. Service Centers in Kalyan Nagar,
Mysore, Mysore Road and Indiranagar. It is expanding its network with more showrooms and
service .
"Drive Home A Relationship" has been the cornerstone of its business.
Products: Chevrolet Beat:


Its the new look of the season. The all new Chevrolet Beat 2014 is even more stunning! Graced with the
stylish dual port chrome grille with bold front fascia, the Beat is all geared up to raise your style quotient.
And its striking new Headlamps and jewel effect Tail Lamps make sure you get noticed wherever you go.
The new fog lamps adorned with chrome lined contrasting black surround add fresh new appeal to the
uber- stylish Beat. Not to forget the ergonomically designed and located steering mounted audio controls
which bring the music of your choice at your fingertips.




Chevrolet SAIL U-VA:

The Chevrolet SAIL U-VA is for those who want to celebrate how far youve reached and your desire to
go even further.With a host of features exclusive to its segment, the SAIL U-VA offers a generous
package of features at a superb price. Its confident stance, captivating contours, and a stylish, flexible and
incredibly spacious interior speak of understated elegance and big car comfort.

Chevrolet Spark:


The Chevrolet Spark combines expressive exterior design, a well-equipped interior and many smart
features.Compact on the outside, the Spark has a spacious cabin that seats up to 5 adults. With its high
build-quality and clever design details, the Spark is among the safest, most comfortable and practical car
in its class.

Chevrolet Cruze:

Its the rebirth youve been waiting for! The All New Cruze is here. With a new Dual Port Front Grille,
now with Front and Side Airbags, New Alloy Wheels, Stunning New Dual Bezel Headlamps, Chrome
Door Handles and the All Powerful 166 PS Engine, its got everything to set your heart racing.



Chevrolet Sail

The Chevrolet SAIL embodies the bold pioneering spirit and ingenuity which has become the hallmark of
Chevrolet. Conceptualised as stylish and muscular yet classy sedan, this car is the complete package in
itself. Artistically sculptured to the tee, its muscular contours give it a classy three-dimensional trend
setting form, a feature that sets it apart in the category. Loaded with only the most advanced safety
features, superior boot space, luxuriously spacious interiors and powertrain options that are designed to
exhilarate; the Chevrolet SAIL is for the urban heroes looking to conquer life. Chevrolet SAIL is your
partner in action
Chevrolet Captiva:

Soft on the inside. Tough on the outside. And as suave as you. Its the Chevrolet Captiva. Available in
two awe-inspiring variants the LT (Manual Transmission) and LTZ (Automatic Transmission), it is
designed to make your drive smoother than any other car.
Crafted for the discerning eye, its a real head turner on the road. One look at the luxurious and spacious
interiors and itll leave you craving for more. And it doesnt stop there.
The adaptive all-wheel drive and level ride control help you maneuver through city traffic as well as
winding hilly trails with equal ease. Those road trips take on a whole new meaning. But make no mistake.
Behind all the refinement and finesse lies the true aggression of a SUV.







Chevrolet Enjoy:

A car thats designed keeping you in mind. You play multiple roles in the game of life. Youre the loving
spouse, the perfectionist at work, the doting parent and the friend-in-need. And the Chevrolet Enjoy offers
you all the support you need, to be what you need to be. Its much more than just a car; its like the wind
beneath your wings that drives you closer to your desires, it is as versatile as you, with space for all your
beautiful dreams. It is your perfect companion because multitasking is your routine and juggling roles,
your second nature.
RESERCH METHOLOGY
OBJECTIVES OF STUDY:
To know the factor of awareness of the cars.
To know the effective factors for preferring 4 wheelers
To study the consumer buying behavior.
To study product performance and its effect on consumer.
To study effect of good customer relationship management on the sales growth of Chevrolet
cars.
INTRODUCTION TO RESEARCH METHODOLOGY
Marketing research is the function which likes the consumers, customers &
public t the marketer through information which is used to identify & define
marketing opportunities & problems, generate, refine & evaluate marketing
action; monitor marketing performances & improve understanding of marketing
as a process.
It has following steps:
Problem definition
Development of an approach to the problem
Research design formulation
Fieldwork or data collection
Data preparation and analysis
Report preparation and presentation



2.1 RESEACH DESIGN:
It is framework or blueprint for conducting the
market research project. It specifies the details of procedures necessary
for obtaining the information needed to structure and/or solve
marketing research problem. Research design broadly classified into
two parts :
Exploratory Research
Conclusive Research

EXPLORATORY RESEARCH:
Exploratory research looks for hypothesis in
well-established fields of study. Hypothesis usually comes from ideas developed
in previous researches or are delivered from theory. Hypothesis is tentative
answer to the question that serves as guide for most of the research projects It
seeks to discover new relationships. All marketing research projects start with it.
This is a preliminary phase & is absolutely essential in order to obtain a proper
definition of problems at hand. The major emphasis is on the discovery of ideas
& insight.
CONCLUSIVE RESEARCH:
Conclusive research provides information that helps the
executive so that he can make a rational decision. This study has done well while
attempting to arrive at a more clear description of an apparent problem.

2.2 TARGET POPULATION:
The collection of elements or object that possess the information sought by the
researcher and about which inference are to be made. In this project researcher
choose the customer in Trident Chevrolet as elements. Target population should
be defined in term of Element and Sampling unit.
ELEMENT:
Object that possess the information sought by the researcher and about which
inferences are to be made.
SAMPLING UNIT:
The basic unit containing the elements of the population to be sampled. In this
research the sampling units are the person who comes with customer {wife,
children, parents, friends etc.}



2.3 SAMPLE SIZE:
Sample size refers to the number of elements to be used in a study. In
this research I have take the sample size of 55 Customer that comes in
Trident Chevrolet



2.4 SAMPLING TECHNIQUES:
Sampling Techniques are of two types:
a) Non probability (non random)
b) Probability sampling (random sampling)
The sampling technique used in this research is Non - random sampling
techniques in which I have choose convenience sampling technique because it is
least expensive and least time consuming of all sampling techniques.
Convenience sample:
It is also known as "accidental" sample or "man-in-the-
street" samples. The researcher selects units that are convenient, close at hand, easy
to reach, etc. I have come in contact with peoples in retail outlet of Chevrolet
(Trident Chevrolet).

2.5 SCOPE OF ST
The scope of the study will be useful in future. Through this study we can know
what is the market share of GM and what are the factors that influence the
customer for purchasing four wheelers (cars). Through this study we will find out
the factors of awareness of cars.Hence by implementing all the above on Chevrolet
we can increases its sales.
2.6 DATA COLLECTION METHOD:
The data collection process can be relatively simple depending on the type of
data collection tools required and used during the research. Data collection tools
are instruments used to collect information for performance assessments, self-
evaluations, and external evaluations. The data collection tools need to be strong
enough to support what the evaluations find during research. Here are a few
examples of data collection tools used within three main categories.
I. Secondary participation:
Secondary participation requires no direct contact to gather
information. It involve:
Postal mail
Electronic mail
Telephone
Web-based surveys

II. In-person observations: Data collection tools used in personal contact
observations are used when there is face to face contact with the
participants. Some examples of this type of data collection tool would
include:
In-person surveys used to gain general answers to basic questions
Direct or participatory observations where the researcher is directly
involved with the study group
Interviews used to gain more in depth answers to complex questions
Focus groups where certain sample groups are asked their opinion
about a certain subject or theory.










1. Do you own a Chevrolet car ?
Yes No
55 0




Interpretation:
This question is prepared to know how many of them own Chevrolet cars. It was
found that in this survey that all of them owned a Chevrolet car from the samples
selected.


100%
0%
D0 you own a Chevrolet car ?
Yes
No
2. Which variant do you own ?

Chevrolet
Beat
Chevrolet
Spark
Chevrolet
Sail seden
Chevrolet
Captiva
Chevrolet
Enjoy
Chevrolet
Cruze
15 10 06 05 10 09




Interpretation:
This question was prepared to know which was the most selling and popular brand among Chevrolet
variant and the survey found that the most selling and popular brand among Chevrolet variant was
Chevrolet Beat.
27%
18%
11%
9%
18%
17%
Which variant do you own ?
Chevrolet Beat Chevrolet Spark Chevrolet Sail seden
Chevrolet Captiva Chevrolet Enjoy Chevrolet Cruze
3. How long have u been using this car?
upto 1 year 12 years 23 above 3 years
23 19 07 06





Interpretation:
From the survey conducted out of 55 respondents 23 respondents were using Chevrolet cars upto 1 year
i.e 42% of the total respondent, 19 respondents told that they were using Chevrolet cars 12 years i.e
34%, 7 respondents between 23 years which contributes to 13% and 6 respondents above 3years which
contributes to 11%.
42%
34%
13%
11%
How long have u been using this car?
upto 1 year 12 years 23 above 3 years

4. How satisfied are you with the ease of contacting the person who is entertaining you ?
Totally satisfied Very satisfied Somewhat
satisfied
Very dissatisfied Totally
dissatisfied
13 29 12 01 00



Interpretation:
This question shows that the majority of the respondents were above the average satisfaction level
i.e 23% were totally satisfied , 53% were very satisfied , 22% were somewhat satisfied.


23%
53%
22%
2%
How satisfied are you with the ease of
contacting the person who is
enteraining you ?
Totally satisfied
Very satisfied
Somewhat satisfied
Very dissatisfied
Totally dissatisfied
5. How satisfied are you with the way problems were solved ?

Totally satisfied Very satisfied Somewhat
satisfied
Very dissatisfied Totally
dissatisfied
15 28 12 00 00




Interpretation:
This survey question showed that the grievances of the customers (respondents) were resolved timely.
And the customers were enjoying a above average level of satisfaction. This shows that the commitment
of the employees towards resolving the problems is high.
27%
51%
22%
0%
0%
How satisfied are you with the way
problmes were solved ?
Totally satisfied
Very satisfied
Somewhat satisfied
Very dissatisfied
Totally dissatisfied
6. According to you how much are you satisfied with after sales services of the company ?
Totally satisfied Very satisfied Somewhat
satisfied
Very dissatisfied Totally
dissatisfied
16 27 11 00 00




Interpretation:
This question revealed that the after sales service of the company is above the satisfactory level for all the
respondents. This reveals that the company is highly customer oriented. The survey showed that 30% of
the respondents are totally satisfied , 50% very satisfied and 20% somewhat satisfied.




30%
50%
20%
According to you how much are you satisfied
with after sales services of the company ?
Totally satisfied
Very satisfied
Somewhat satisfied
Very dissatisfied
Totally dissatisfied
7. After the booking of the car, is it delivered at the right date specified by the company ?
Yes No
48 07




Interpretation:
This question shows that 87% of the booked cars are delivered on the specified date by the dealers , only
13% of the booked order are not delivered on the specified date.




87%
13%
After the booking of the car, is it
delivered at the right date specified
by the company ?
Yes
No
8. Are you satisfied with staff working here ?
Yes No
50 05



Interpretation:
This question showed that the staff over here is customer friendly, and the customers are satisfied with the
staff working in the company. 91% of them are satisfied and only 9% are dissatisfied.






91%
9%
Are you satisfied with staff working
here ?
Yes
No
9. Do you find easy availabilty of spare parts ?
Yes No
44 11



Interpretation:
With this question we get to know that the dealers of spare parts of Chevrolet cars are located in various
parts of the country so the availability of the parts is good to an extent. So 80% of the respondents have
no problems in finding the spare parts and only minor 20% of the respondents are having some problems
in locating the parts.



80%
20%
Do you find easy availabilty of spare
parts ?
Yes
No
10. Do you think the staff working here has proper knowledge ?






Interpretation:
The knowledge level of the staff working here is exhaustive according to the 85% of the respondents and
only 15% of the respondents think that still more knowledge should be imparted to the employees.


85%
15%
Do you think the staff working here
has proper knowledge ?
Yes
No
Yes No
47 08
11. Before buying a car from here were you offered a test drive ?





Interpretation:
This question revealed that majority of the respondents (87%) were offered a test drive and only 13%
were not offered a test drive .




87%
13%
Before buying a car from here were you
offered a test drive ?
Yes
No
Yes No
48 07
12. Did you receive any intimation calls or letters for the service due date to get your vehicle
serviced ?
Yes No
38 17



Interpretation:
This question revealed that 69% respondents were intimated about the service due date and 31% of the
respondents were not intimated.




69%
31%
Did you receive any intimation calls or
letters for the service due date to get
your vehicle serviced ?
Yes
No

13. Are you satisfied with the free accessories provided by the company?
Yes No
30 25



Interpretation
The accessories provided with the cars shows a balanced behavior from the respondents. i. e 55% are
satisfied and 45% are not satisfied with the free accessories provided.


55%
45%
Are you satisfied with the free accessories
provided by the company?
Yes
No
14. What was that single most important reason for initially buying the car of this brand or
from this delear ?
Advertisements Recommended by
others
Location Quality product
16 19 03 17




Interpretation:
This question shows what drove the customers for buying a Chevrolet car . the survey showed that 35%
of the respondents bought the car cause it was recommended by others , 31% bought for its quality , 29 %
bought cause of its advertisements and 5% bought cause of location.

29%
35%
5%
31%
What was that single most important
reason for initially buying the car of this
brand or from this delear ?
Advertisements
Recommended by others
Location
Quality product
15. According to your preference rank the following for buying a Chevrolet car from I to IV
Price Brand Image Good Mileage after sales serivce
26 23 05 01




Interpretation:
This question showed that the customers bought the cars more cause of its price and brand image, which
amounts to 89% of the respondants and rest 9% bought cause of good mileage and 2% cause of after sales
service.




47%
42%
9%
2%
According to your preference rank the
following for buying a Chevrolet car
from I to IV
Price
Brand Image
Good Mileage
after sales serivce
16. Are you satisfied with performance of Chevrolet cars ?
Yes No
41 14



Interpretation:
This survey question shows that 75% of the customers are satisfied with the performance of the cars and
rest 25% customers are not satisfied with the performance of the car.





75%
25%
Are you satisfied with performance of
Chevrolet cars ?
Yes
No
17. Would you recommend others to buy Chevrolet cars ?





Interpretation:
Most of the customers are satisfied with the cars so 89% of the respondents want to recommend the cars
to others for buying it. Only 11% of the respondents dont want to recommend it.



89%
11%
Would you recommend others to buy
Chevrolet cars ?
Yes
No
Yes No
49 06
18. Would you like re-purchase the Chevrolet cars ?
Yes No
40 15



Interpretation:
Most of the customers want to have a recurring buying of the Chevrolet cars . i.e 73% of them and the rest
27% of them dont want buy the car again.





73%
27%
Would you like re-purchase the Chevrolet
cars ?
Yes
No
19. In which sector do you think or feel Chevrolet shonld improve ?
Price Service Quality Others
10 24 14 07



Interpretation:
This question was used to know that in which sector the Chevrolet cars needs to improve on and the
survey showed that 44% of the customers want Chevrolet to improve its service , 25% of them want
Chevrolet to improve its service , 18% of them say that they should re-think on their pricing and rest 13%
have specified other areas for improvements.


18%
44%
25%
13%
In which sector do you think or feel
Chevrolet shonld improve ?
Price
Service
Quality
Others
20. What is your post- sales experience after purchasing the Chevrolet car ?
Excellent Average Good Below average
20 10 23 02



Interpretation:
Most of the customers have positive experience after the purchase of the car . the survey showed that 36%
have excellent experience , 42% have good experience , 18% have average experience and rest mere 4%
have below average experience.




36%
18%
42%
4%
what is your post- sales experience after
purchasing the Chevrolet car ?
Excellent
Average
Good
Below average
Findings
Chevrolet beat is having a major stake amongst the Chevrolet cars in the market.

Most of the customers use the cars for more then 3 years.

The customer grievances are handled timely.

The customer representatives are available most of the times.

The after sales service of Chevrolet cars has been meeting the customer expectations.

It was found that the customers were given the delivery of cars on time.


The Chevrolet is lacking on its service facilities.


The majority of the customers recommend other car buyers to purchase Chevrolet cars.


The driving factor for purchase of Chevrolet cars was found to be its price and brand
image.


Majority of the customers want to re-purchase the cars of Chevrolet.




Suggestions:
Chevrolet should improve on its service.

Chevrolet should design some retention benefits for the loyal customers in order to
improve the loyalty of the customers.

Chevrolet should give away some free accessories which drives the customers to make
the buy.

Chevrolet should give redeemable points for the existing customers who recommend for
buying a Chevrolet car.

Chevrolet should impart more training to their employees for improving their knowledge
base.

















CONCLUSIONS :
The following conclusions can be made with regard to this study on consumer
satisfaction towards Chevrolet cars at TRIDENT AUTOMOBILE PVT LTD

The study has revealed that Chevrolet cars have superior performance.

The study has also revealed that Chevrolet cars have best in class mileage.


The study has revealed that after the sales given by the company is satisfied to the
customer of Chevrolet cars