Nadeem Project

8/20/2019 Nadeem Project

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TABLE OF CONTENTS

1

Chapter

No .

Particulars Page No.

Executive Summary

1 Introduction

Objectives of the study

Scope of the study

Limitation of the Study

2 Company Profile

Product Profile

Literature !evie"

# !esearch $ethodolo%y

& 'ata (nalysis and Interpretations

) *indin%s+ Conclusion (nd su%%estions

, (nnexure

-uestionnaire

.iblio%raphy


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Executive Summary

/he main purpose of selectin% this topic is to increase our 0no"led%e by %atherin% more and more

information related to the Customer Satisfaction to"ards $ahindra .olero .y the help of this

project I came to 0no" about customer satisfaction to"ards $ahindra .olero

/he objective of the study is to understand customer satisfaction to"ards $ahindra .olero /he

type of research underta0en is descriptive !esearch approach is survey method /he contact method

for the research is personal intervie" and the !esearch instrument is structured uestionnaire /he

samplin% method is Simple !andom Samplin% /he samplin% universe is .urhanpure and the

sample si3e is #4 respondents

/he primary data has been collected throu%h a structured uestionnaire Secondary data is collected

from ma%a3ines and ne"spapers+ public record and statistics+ earlier documents and other sources of

published information

5/oday "e indeed have a people car "hich is affordable 6 yet a built to need interior desi%n and

emission normsto be fuel efficient and lo" on emission5

It "as found that the customers are satisfied "ith the overall performance of $ahindra .olero .ut

the researcher has tried to su%%est fe" corrective measures to ma0e the car more preferable in the

mar0et

2

http://norms.to/http://norms.to/


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Chapter -

!NT"O#$CT!ON

3


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!%tro&uctio%

Customer Satisfaction is the bu33"ord used by the business people for the success of or%ani3ation

in the present days 'ue to the increases of heavy competition in every product 7line it become

difficult for the companies to retain the customers for lon%er time So retain the customer for lon%er

time the mar0eter has to do only one thin%s ie customer satisfaction If customer is fully satisfied

by the product it not only rub the or%ani3ation successfully but also fetch many benefits for the

company /hey are less process sensitive and they remain customer for a lon%er period /hey buy

addition products overtimes as the company introduce related produce related products or improved+

so customer satisfactions is %ainin% a lot of importance in the present day Every company is

conductin% survey on customer satisfaction level on their products /o ma0e the products up to the

satisfaction level of customers

/his project is also done to 0no" the customers satisfaction on the .OLE!O on behalf of $ahindra

and $ahindra (utomobiles /he impact of automobile industry on the rest of the economy has been

so pervasive and momentous that is characteri3ed as second industrial It played a vital role in

helpin% the nation to produce hi%her value %ood and services and in the enhancin% their s0ills and

impose tremendous demand for automobile /he decrease in the interest rate and easy available of

cars loons from 2 to years+ lot of car manufacturers company facin% cut throat competition in the

fields of technolo%y and price+ So to %ain the mar0et share it is important for the institutes to satisfyits customers and to retain the reputation and its ima%e

$ahindra 6 $ahindra 8$6$9+ the mar0et leader in multi:utility vehicles in India /he company

started manufacturin% commercial vehicles in 1;#& $6$ is the leader by far in commercial

vehicle and the second lar%est in the passen%er vehicle mar0et /he company is the "orld


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/he study has been under ta0en to analy3e the customer satisfaction to"ards all variant of $ahindra

.OLE!O in .urhanpur "ith a special reference to the $6$ motors+ the other

• /o %ather information about customer satisfaction to"ard .olero in the %eo%raphic re%ion of

.urhanpur

• /o 0no" the customer perception about features+ lo" maintenance cost and loo0s of .olero

• /o 0no" the customer satisfaction about the safety and comfort provided by .olero

• /o 0no" the customer satisfaction to"ards the after sales service offers by $6$

Scope o) Stu&y

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It is aimed to study the car mar0et and buyin% behavior of the customer /he project is analy3ed the

demo%raphic+ psycho%raphic and buyin% characteristics of the customers in buyin% the car It

includes the detailed study of customers focusin% on the various parameters that lead to identifyin%

and understandin% the perception of the customer in buyin% the car brands

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Limitatio%

• Information %iven by respondents may not be fully true

• /his study "ill be limited to only some areas of .urhanpur City

• It is only for short period of time

• /he sample si3e "as #4 "hich "ere not sufficient for the study

• /he clients "ere not clear and precise for the problem they "ere facin%

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Chapter -*

CO+PAN, P"OF!LE

!NT"O#$CT!ON OF A$TO+OB!LE !N#$ST",

/he automobile industry has chan%ed the "ay people live and "or0 /he earliest of modern cars

"as manufactured in the year 1>;&

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Shortly the first appearance of the car follo"ed in India (s the century turned+ three cars

"ere imported in $umbai 8India9 ?ithin decade there "ere total of 142& cars in the city

/he da"n of automobile actually %oes bac0 to #444 years "hen the first "heel "as used for

transportation in India In the be%innin% of 1&th century+ Portu%uese arrived in China and the

interaction of the t"o cultures led to a variety of ne" technolo%ies+ includin% the creation of a "heel

that turned under its o"n po"er .y 1)44s small steam:po"ered en%ine models "as developed+ but

it too0 another century before a full:si3ed en%ine :po"ered vehicle "as created

.rothers Charles and *ran0 'uryea introduced the actual horseless carria%e in the year 1>; It "as

the first internal:combustion motor car of (merica+ and it "as follo"ed by @enry *ord


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Facts Figures

/he automobile industry in India is on an investment overdrive .e it passen%er car or t"o: "heeler

manufacturers+ commercial vehicle ma0ers or three:"heeler companies 7 everyone appears to be in

a scramble to hi0e production capacities /he country is expected to "itness over !s 4+444 crore of

investment by 2412

@yundai "ill also be unmas0in% the Berna and a brand ne" diesel car Aeneral $otors "ill be

launchin% a mini and may be a compact car

$ost of the companies have made their intentions clear $aruti dyo% has set up the second car

plant "ith a manufacturin% capacity of 2& la0h units per annum for an investment of !s )+&44

Crore 8 !s +244 Crore for diesel en%ines and !s 2+,1> Crore for the car plant itself9

@yundai and /ata $otors have announced plans for investin% a similar amount over the next

years @yundai "ill brin% in more than !s +>44 Crore to India

/ata $otors "ill be investin% !s 2+444 Crore in its small car project Aeneral $otors "ill be

investin% !s 144 Crore+ *ord about !s &4 Crore and /oyota announced modest expansion plans

even as @onda Siel has earmar0ed !s +444 Crore over the next decade for India : a si3eable chun0 of this should come by 2414 since the company is also loo0in% to enter the lucrative small car

se%ment

/al0in% about the commercial vehicle se%ment+ (sho0 Leyland and /ata $otors have each

announced "ell over !s 1+444 Crore of investment $ahindra 6 $ahindra


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(mon% commercial vehicle ma0ers+ all major players sa" substantial fall in volumes $ar0et leader

/ata $otors "ith a )4 per cent plus share+ sho"ed 22 per cent drop in numbers at 2# la0h units

"hile (sho0 Leyland sho"ed , per cent drop at #,+)2

Eicher per cent at

,+>1; units /he frei%ht movement is unli0ely to improve this fiscal "hich "ill impact truc0 sales

/"o:"heeler sales %re" 2) per cent to ,#> la0h units @ero and @onda has made up for the

erosion of sales volume for other t"o:"heeler ma0ers includin% .ajaj (uto and /BS $otor

Company+F said $r $atta @ero and @onda cloc0ed )#4 la0h units+ a %ro"th of 12& per cent

.ajaj (uto) la0h units "hile /BS sa" a mar%inal decline at

11) la0h units @onda $otorcycle and Scooter India

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$6$ started its operation as a manufacturer of %eneral:purpose utility vehicles It assembled CD'

jeeps in 1;#; Over the passin% years+ the company expanded its business and started manufacturin%

li%ht commercial vehicles 8LCBs9 and a%ricultural tractors

(part from a%ricultural tractors and LCBs+ $ahindra 6 $ahindra also sho"ed its dexterity in

manufacturin% army vehicles Soon+ it started its operations abroad+ throu%h its plants set up in

China+ the nited Din%dom and the S(

$6$ partnered "ith companies prominent in the international mar0et+ includin% !enault S(+

International /ruc0 and En%ine Corporation+ S(+ in order to mar0 its %lobal presence $6$ also

started exportin% its products to several countries across the "orld Subseuently+ it set up its

branches includin% $ahindra Europe Srl 8based in Italy9+ $ahindra S( Inc+ $ahindra South

(frica and $ahindra 8China9 /ractor Co Ltd

(t the same time+ $6$ mana%ed to be the lar%est manufacturer of tractors in India+ by holdin%

leadership in the mar0et of the country+ for around 2& years /he company is an old hand in

desi%nin%+ developin%+ manufacturin% and mar0etin% tractors as "ell as farm implements It made

its entry to the passen%er car se%ment in India+ "ith the manufacture of Lo%an 8mid:si3e sedan9 in

(pril 244,+ under the $ahindra !enault collaboration

In the present time+ .olero has %ained immense popularity in India It is one of the most optedvehicles in its class

P"O#$CT P"OF!LE

+A/!N#"A BOLE"O

$ahindra .olero is one of the most successful and popular utility vehicle of the $ahindra and$ahindra Aroup /he car is robust in appearance and it has been ele%antly desi%ned+ 0eepin% in

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mind the conditions of the Indian roads $ahindra .olero is also amon% the best fuel:efficient cars

of India as the manufacturer has euipped it "ith a 2&44 cc diesel en%ine "ith&: speed transmission

(pril 4>+ 244>+ $umbaiG $ahindra 6 $ahindra Ltd 8$6$9+ one of India /he .olero is

the first brand in the SBHBH$PB cate%ory to cross &4+444 units in one year and India+ $ahindra also introduced the .olero Special Edition+ a limited edition of India


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+A/!N#"A!N1EN!O

$ahindra 6 $ahindra is plannin% to launch a ne" multi:purpose vehicle 8$PB9 to ta0e on the

/oyota Innova and the Chevrolet /avera in both the individual buyer and taxi

se%ments $ahindra has currently named the project In%enio /he vehicle is expected to hit the

mar0et 244; in

+A/!N#"A "ENA$LT LO1AN

$uch a"aited $ahindra:!enault Lo%an has been launched in India /his compact sedan is a

spacious+ practical and affordable vehicle /he outloo0 of Lo%an is impressive and the basic

version is a value for money+ ho"ever the top:end versions are a bit hi%h on price

/he prominent feature of this car is its performance+ interiors and economy

+A/!N#"A 2,LO

$ahindra 6 $ahindra Limited launched their latest $ulti tility Behicle 8$B9 KyloF in India

on January 1+ 244; /he car boasts of havin% all the luxurious features that are seen in today


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(vailable in # main choicesG .ase+ /K+ LK and *estara+ the $B comes loaded "ith a lot of merits

It has a lon% "heelbase of 2#4 mm to provide for a lar%e seatin% capacity and car%o space /he

vehicle has a hi%h %round clearance of 244 mm "hich %ives it %ood stability on off:road drives

.ecause of these reasons+ the $ahindra $axx is more popular in semi:urban and rural areas of the

country

/he vehicle has hi%h fuel efficiency and delivers more than any other vehicle in its cate%ory It

comes "ith a :year "arranty so that initial maintenance is not heavy on the poc0ets

+A/!N#"A +A"S/AL

$ahindra $arshal 'eluxe !oyale is a Sport and tility Behicle "ith has a seatin% capacity of nine

people Its desi%n resembles $ahindra


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+ahi%&ra Scorpio +ahi%&ra Bolero

+ahi%&ra 2ylo +ahi%&ra +arshal

+ahi%&ra +axx +ahi%&ra Loga% Car

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+!LSTONE3 A4A"#S AN# ACCOLA#ES

$6$


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/!1/EST C"!S!L "AT!N1 FO" ++

$6$ has received the hi%hest Aovernance 6 Balue Creation ratin%+ C!ISIL ABC Level 7 I from

C!ISIL for the ability to create value for all sta0eholders+ "hile adoptin% sound corporate

%overnance practices

#$N B"A#ST"EET A+E"!CAN E2P"ESS CO"PO"ATE A4A"#S *556

$ahindra 6 $ahindra "as rated as the leadin% Indian company in the (utomobile 7 /ractors sector

in the M'un 6 .radstreet 7 (merican Express Corporate ("ards 244)


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1OL#EN PEACOC9 A4A"# FO" E2CELLENCE !N CO"PO"ATE 1O0E"NANCE

$ahindra 6 $ahindra "on the coveted Aolden Peacoc0 ("ard for Excellence in Corporate

Aovernance 244) /his a"ard validates the company


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Indian consumers (n off:road SB+ it delivers uncompromisin% fuel efficiency and commendable

performance on city roads as "ell

Aet a snea0 pee0 at "hat


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Sa)ety

$ahindra .olero comes euipped "ith anti:roll bars that help the vehicle hold to the %round even

on the ti%htest bends Its bra0in% system prevents the loc0in% of "heels on slippery roads /he ne"

SB also has a lon% "heelbase+ "hich provides %reater stability to the automobile /he other safety

features of $ahindra .olero include central loc0in% and seat beltHdoor open "arnin%

Style

/he .olero is built solidly but that didn


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!%tro&uctio% o) Bolero +o&el

/a0e on anythin% startin% no" "ith the ne" $ahindra .olero (ny road that calls itself tou%h had

better "atch out /he ne" $ahindra .olero comes loaded "ith ne" features in style+ comfort and

convenience /o let you dominate "hatever you encounter on the road

#!SCO0E" T/E TO$1/ NE4 BOLE"O.

@ere=s a sports utility vehicle that brin%s you brand ne" style "ith tried and tested performance (

mid si3e SB pac0ed "ith

e" comforts and conveniences Choose from five models+ to fit your needs or to underline your

style (nd o"n a drivin% experience that puts you firmly in command

BOLE"O SL2

/he .olero SLK is the top:of:the:heap model It has almost every feature on the ne" features list

*rom the ne" trim on the front %rille to the lo" stance fender or the clear lens headlamps

BOLE"O SLE

*or style the .olero SLE matches the SLK in every aspect except one "here it scores over its hi%h:

end counterpart : sporty decals In fact this is the only model "ith decals on it

BOLE"O #!

/he spirit of the tou%h ne" .olero "ithout the frills is the best description for the .olero 'I /he

style+ the a%%ression+ the authority is all there minus the creature comforts and conveniences

/he spirit of the tou%h ne" .olero "ithout the frills is the best description for the .olero 'I /he

style+ the a%%ression+ the authority is all there minus the creature comforts and conveniences Clic0

on the related lin0s to %et an outside:in picture of $ahindra


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/he ne" .olero BLK comes built:in "ith extraordinary po"er+ than0s to the ne" steroid:pumpin%

;, @P 8,1& D?9 C!'e en%ine /his .olero variant comes euipped "ith all you "ould expect

from India=s o1 SB brand and much more /he noise:reducin%+ refined B@ pac0a%e clearly

tells everythin% outside to =shut up= /he Boice (ssist System "ill ma0e you "ant to listen to this

brute+ once in a "hile /he sturdy suspension ma0es ta0in% on any terrain a bree3e+ "hile enhanced

bra0in% system ma0es sure you stay on the road

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BOLE"O SL2

Features a%& Speci)icatio%

$a0e $ahindra$odel .olero

Bariant SLK

.ody /ype SB

o of 'oors &

Fuel E))icie%cy

City $ilea%e ;# 0mpl

@i%h"ay $ilea%e 12# 0mpl

*uel Capacity )4 liters*uel /ype 'iesel

*uel Arade -

E%gi%e Parameters

'isplacement 2&2cc

.ore :

Stro0e :

Cylinder Confi%uration # inline

Balve Aear Operation :

Compression !atio :

o of Balves >

(spiration /urbo Char%ed

*uel System 'I

@orse Po"er )12Q244 psQrpm

/orue 1>4Q1##4 mQrpm

Steeri%g a%& Suspe%sio%

Steerin% /ype !ac0 and pinion+ po"er assist

Po"er Steerin% Nes*ront Suspension Independent "ith coil sprin%

!ear Suspension Leaf sprin%

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#ime%sio%s

Len%th #4&) mm

@ei%ht 1>>4 mm

?idth 1))4 mm

?heel .ase 2)>4 mmClearance 244 mm

.oot :

*ront @ead !oom $inG )4mm $axG )4mm

*ront Le% !oom 7 :

!ear @ead !oom $inG )4mm $axG )4mm

!ear Le% !oom $inG ,#mm $axG ;#mm

Drebs ?ei%ht $inG 1)1&0% $axG 1)1& 0%

Aross ?ei%ht

#rive Trai%

/ype $anual

Aears &

'rive Line !?'

Com)orts Features

($ H *$ !adio Present

Except ($ H *$ radio there is no other comfort is provided

Sa)ety /here is no safety feature included in .olero SLK includin% antitheft system etc

BOLOLE"O SLE

Feature a%& Speci)icatio%

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$a0e $ahindra

$odel .olero

Bariant SLE

.ody /ype SB

umber of 'oors &

Fuel E))icie%cy

City $ilea%e ;& 0mpl

@i%h"ay $ilea%e 2 0mpl

*uel Capacity )4 liters

*uel /ype 'iesel

*uel Arade :

E%gi%e Parameters

Steeri%g a%& Suspe%sio%

26

'isplacement 2&2cc

.ore :

Stro0e :

Cylinder Confi%uration # inline

Balve Aear Operation :

Compression !atio :

o of Balves >

(spiration /urbo Char%ed

*uel System 'I

@orse Po"er )12Q244 psQrpm

/orue 1>4Q1##4 mQrpm

mailto:63.12@3200mailto:63.12@3200


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Steerin% /ype !ac0 and pinion+ po"er assist

Po"er Steerin% Nes

*ront Suspension Independent "ith coil sprin%

!ear Suspension Parabolic Leaf sprin%

#ime%sio%s

Len%th #4&) mm

@ei%ht 1>>4 mm

?idth 1))4 mm

?heel .ase 2)>4 mm

Clearance 1>4 mm

.oot :

*ront @ead !oom :

*ront Le% !oom :

!ear @ead !oom :

!ear Le% !oom :

Drebs "ei%ht $inG 1)1&0% $axG 1)1& 0%Aross "ei%ht :

#rive Trai%

/ype $anualAears &

'rive Line !?'

Com)ort Features

(ir:Conditionin% Nes

Except (ir conditionin%+ no other comfort features are present in the .olero SLE

Same as SLK no safety features are present in the .olero SLE

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BOLE"O #!7

Bo&y

.ody SB

4eight #ime%sio%

Overall Len%th 8mm9 #4&)

Overall ?idth 8mm9 1))4

Overall @ei%ht 8mm9 1>)4

?heel .ase 8mm9 2)>4Around Clearance 8mm9 1>4

o of 'oors &

Fuel Eco%omy

$ilea%e : @i%h"ay 80mHl9 12

$ilea%e : City 80mHl9 ;&

$ilea%e : Overall 80mHl9 142#

Capacities

Seatin% Capacity ,

*uel /an0 Capacity )4

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E%gi%e

En%ine /ypeH$odel 2&L 'I /urbo 'iesel

'isplacement 8cc9 2&2

Po"er 8PS Q rpm9 )# Q244

/orue 8m Q rpm9 1>4 Q1##4

o of Cylinders #

Cylinder Confi%uration In:line

Balves per Cylender 2

*uel /ype 'iesel

*uel System 'irect Injection

Tra%smissio%

/ransmission /ype $anual

*inal !eduction Aear !atio &

Suspe%sio%

*ront Suspension Independent "ith coil sprin% 6

anti roll bar

!ear Suspension Parabolic leaf sprin%s

Steeri%g

Steerin% /ype !ac0 6 Pinion

$inimum /urnin% !adius

8m9

&#

Bra:es

*ront .ra0es 'isc

!ear .rea0s 'rum

4heels Tyres

?heel /ype Steel

?heel Si3e 1& Inch

/yres 21& H ,& ! 1&

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BOLE"O #!

.ody

.ody SB

?ei%ht 6 'imension

Overall Len%th 8mm9 #1,4


Overall @ei%ht 8mm9 1>>4

?heel .ase 8mm9 2,;#

Around Clearance 8mm9 1>

o of 'oors &

*uel Economy

$ilea%e : @i%h"ay 80mHl9 12

$ilea%e : City 80mHl9 ;&

$ilea%e : Overall 80mHl9 142#

Capacities

Seatin% Capacity ,


En%ine

En%ine /ypeH$odel 2&L 'I /urbo 'iesel


Po"er 8PS Q rpm9 )# Q244

/orue 8m Q rpm9 1>4 Q1##4

o of Cylinders #

Cylinder Confi%uration In:line


*uel /ype 'iesel

*uel System 'irect Injection

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/ransmission



Suspension

*ront Suspension Independent "ith coil sprin% 6

anti roll bar

!ear Suspension !i%id leaf sprin%

Steerin%

Steerin% /ype !ac0 6 Pinion

$inimum /urnin% !adius

8m9

&#

.ra0es

*ront .ra0es 'isc

!ear .rea0s 'rum

?heels 6 /yres

?heel /ype Steel

?heel Si3e 1& Inch

/yres 21& H ,& ! 1&

BOLE"O 0L2

.ody

.ody SB

?ei%ht 6 'imension

Overall Len%th 8mm9 #4&)

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Overall @ei%ht 8mm9 1>>4

?heel .ase 8mm9 2)>4

Around Clearance 8mm9 1>4

o of 'oors &*uel Economy

$ilea%e : @i%h"ay 80mHl9 12#

$ilea%e : City 80mHl9 ;1

$ilea%e : Overall 80mHl9 ;,)

Capacities

Seatin% Capacity ,


En%ineEn%ine /ypeH$odel 2#;L C!'e


Po"er 8PS Q rpm9 ;> Q>44

/orue 8m Q rpm9 2&& Q1>44

o of Cylinders #

Cylinder Confi%uration In line


*uel /ype 'iesel

/ransmission



Suspension

*ront Suspension I*S Coil Sprin%

!ear Suspension !i%id Leaf Sprin%s

Steerin%

Steerin% /ype Po"er Steerin%$inimum /urnin% !adius 8m9 &#

.ra0es

*ront .ra0es 'isc .ra0e

!ear .rea0s 'rum .ra0e

?heels 6 /yres

?heel /ype !adial

?heel Si3e 1& Inch

/yres 21& H ,& ! 1&+

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+A/!N#"A ;BOLE"O< P"!CE L!ST

.OLE!O B(!I(/S EK:S@O?!OO$ P!ICE

'I .S2 G &+4&+;#2

SLE .S2 G &+)#+12>

SLE .S G &+,)+1,#

SLK .S2 G &+;>+2&

SLK .S G )+12+)&

PLS on (C .S2 G &+,+44;

PLS on (C .S G &+&4+#>

PLS (C .S2 G &+,2+>),

PLS (C .S G &+;+1,1

BLK .S G )+)1+4;1

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ABO$T +A/!N#"A #EALE"

Ce%tral +otors

(ddressG (mravti road rajpura

City G .urhanpur

Phone o G

Email Id G

Our #isti%ctio%

/his is one of the lar%est authori3ed dealers for $ahindra 6 $ahindra (utomotives !ecord sales in

the first year of operation

Part%ers i% ProgressG

?e are the preferred partners of $6$ automotives+ chiefly due to our successful sales record and

uality Our facilities have remained unsurpassed+ as "e strive everyday to better our self

Comma%&i%g Prese%ce

Ce%tral $otors as a centrali3ed air:conditioned sho"room of $6$ automotives its 0ind in

.urhanpur+ spread %racefully and decorated ele%antly over an impressive 444 sft at .urhanpur+

.ein% euipped "ith affable front office staff and adept professional technicians+ Provide a perfect

of uality Service and !eliability

Space Frie%&lyG

/he interiors are aimed at ma0in% you feel completely at ease+ in luxury .ecause for us the

customer is 0in%+ one "ho deserves a re%al offerin% /he settin% is apt for times "hen you need to

s"itch into a relaxed state of mind

Tech%ology to Stay Ahea&

?e are euipped "ith the latest technolo%ical advancement in the industry+ in order to %ive the best

of services "hen it matters ot just to be part of+ .ut to build the future+ is our motto

Am'ie%ce the Exu&e "elaxatio%

Ours is one of the fe" service centers to be euipped "ith a fully:fled%ed customer:"aitin% loun%e

( part from a television and chess board+ it had a "ed 0ios0 to 0eep u connected all the time

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Service =ith Commitme%t

Our dedicated team of mechanical specialty offers expert treatment for your vehicle ?e ensure

consistency in performance each time+ "ithout fail

Atte%tio% to #etails

?e provide %enius spare parts and accessories to ensure exceptional performance Every sin%le

aspect related to your vehicle is ta0en care of at our premises

#eali%g +a&e Co%ve%ie%t

It is a part of our commitment policy to %ive advanta%e to the customer at every juncture ?e offer

assistance of every 0ind at our premises itself+ "hich ma0es it a one stop facility

Expert 1ui&a%ce at Every Step

Our sales team %ives utmost priority to your satisfaction ?hen you need help to ma0e the ri%ht

choice+ it is ensured that the result is beyond your expectations /hus ma0in% it a point that you %et

the best in both luxury and comfort al"ays

+o&els

$ahindra 6 $ahindra has been launchin% various type of $Bs and cars from the year of 1;#&+

0eepin% in mind the uality+ desi%n+ drivin%+ comfort+ fuel efficiency+ and service and resale value

/hese from a formidable force that %ives our customers the pride and the joy of value forever ?hat

drives $6$ is

• Commitment

• Leadership

• (ny an eye for appropriate technolo%y

Since 1;#&+ "hen $6$ first be%an manufacturin% $Bs 6 LCBs+ $6$ have been en%a%ed in a

sin%le:minded endeavor to brin% you cars that only state:of:the:art+ but are also some f the most

environment:friendly vehicles in this "orld:a reflection of our commitment and care+ for better

environment

(t the heart of every $6$ is a uniue en%ineerin% and an optimal mix of po"er and economy (ll

this is supported by $6$ nation 7 "ide dealership net"or0 and automated "or0shop that provide

excellent after sale service

35


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/he company has constantly explorin% ne" opportunity to define the shape to tomorro"


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Chapter- >

"evie= o) Literature

37


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Customer Satis)actio%

Customer satisfaction+ as a construct+ has been fundamental to mar0etin% for over three decades in

1;)4+ Deith 81;)49 defined mar0etin% as satisfyin% the needs and desires of the consumerF @unt

81;>29 reported that by the 1;,4s+ interest in customer satisfaction had increase to such an extent

that over &44 studies "ere published /his trend continued and by 1;;2+ Peterson and ?ilson

estimated the amount of academic and trade articles on customer satisfaction to be over 1&+444

Several studies have sho"n that it costs about five times to %ain a ne" customer as it does to 0eep

an existin% customer 8aumann+ 1;;&9 and this results into more interest in customer relationships

/hus+ several companies are adoptin% customer satisfaction as their operational %oal "ith a carefully

desi%ned frame"or0 @ill and (lexander 824449 "rote in their boo0 that companies no" have bi%

investment in database mar0etin%+ relationship mana%ement and customer plannin% to move closer

to their customersF Jones and Sasser 81;;&9 "rote that achievin% customer satisfaction is the main

%oal for most service firms todayF

Increasin% customer satisfaction has been sho"n to directly affect companies< mar0et share+ "hich

leads to improved profits+ positive recommendation+ lo"er mar0etin% expenditures 8!eichheld+

1;;) @es0ett et al+ 1;;,9+ and %reatly impact the corporate ima%e and survival 8Pi3am and Ellis+

1;;;9Customer satisfaction is an abstract concept and the actual manifestation of the state of

satisfaction "ill vary from person to person and productHservice to product serviceSatisfaction is

the level of a person


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Par0er and $athe" 824419 expressed that there are t"o basic definitional approaches of the concept

of customer satisfaction /he first approach defines satisfaction as a process and the second

approach defines satisfaction as an outcome of a consumption experience /hese t"o approaches are

complementary+ as often one depends on the other

Customer satisfaction as a process is defined as an evaluation bet"een "hat "as received and "hat

"as expected 8Oliver+ 1;,,+ 1;>1 Olson and 'over+ 1;,; /se and ?ilton+ 1;>>9+ emphasi3in% the

perceptual+ evaluative and psycholo%ical processes that contribute to customer satisfaction 8Bavra+

1;;,+ p #9

Par0er and $athe"s 824419 ho"ever noted that the process of satisfaction definitions concentrates

on the antecedents to satisfaction rather than satisfaction itself

Satisfaction as a process is the most "idely adopted description of customer satisfaction and a lot of

research efforts have been directed at understandin% the process approach of satisfaction evaluations

8Par0er and $athe"s+ 24419 /his approach has its ori%in in the discrepancy theory 8Porter+ 1;)19+

"hich ar%ued that satisfaction is determined by the perception of a difference bet"een some

standard and actual performanceCardo3o 81;)&9 and @o"ard and Sheth 81;);9 developed the

contrast theory+ "hich sho"ed that consumers "ould exa%%erate any contrasts bet"een expectations

and product evaluations

Olshavs0y and $iller 81;,29 and Olson and 'over 81;,;9 developed the assimilation theory+ "hich

means that perceived uality is directly increasin% "ith expectations (ssimilation effects occur

"hen the difference bet"een expectations and uality is too small to be perceived(nderson 81;,9

further developed this theory into assimilation:contrast theory+ "hich means if the discrepancy is

too lar%e to be assimilated then the contrast effects occur /he assimilation:contrast effects occur

"hen the difference bet"een expectations and uality is too lar%e to be perceived and this difference

is exa%%erated by consumers

(ccordin% to Par0er and $athe"s 824419+ the most popular descendant of the discrepancy theories

is the expectation disconfirmation theory 8Oliver+ 1;,,+ 1;>19+ "hich stated that the result of

customers< perceptions of the difference bet"een their perceptions of performance and their

expectations of performance Positive disconfirmation leads to increased satisfaction+ "ith ne%ative

disconfirmation havin% the opposite effect Ni 81;;49 expressed that customers buy products or

services "ith pre:purchase expectations about anticipated performance+ once the bou%ht product or

service has been used+ outcomes are compared a%ainst expectations If the outcome matches

expectations+ the result is confirmation ?hen there are differences bet"een expectations and39


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outcomes+ disconfirmation occurs Positive disconfirmation occurs "hen product or service

performance exceeds expectations /herefore+ satisfaction is caused by positive disconfirmation or

confirmation of customer expectations+ and dissatisfaction is the ne%ative disconfirmation of

customer expectations 8Ni+ 1;;49

?hile several studies support the disconfirmation paradi%m+ others do not *or instance+ Churchill

and Surprenant 81;>29 found that neither disconfirmation nor expectations had any effect on

customer satisfaction "ith durable products

?einer 81;>4+ and 1;>&9 and *ol0s 81;>#9 proposed the attribution theory+ "hich stated that "hen

a customer purchases a product or service+ if the consumption is belo" expectation+ the customer is

convinced that the supplier causes the dissatisfaction /he complainin% customer is focused on

restorin% justice and the satisfaction outcome is driven by perceived fairness of the outcome of

complainin%

?estbroo0 and !eilly 81;>9 proposed the value:percept theory+ "hich defines satisfaction as an

emotional response caused by a co%nitive:evaluative process+ "hich is the comparison of the

product or service to one=s values rather than an expectation So+ satisfaction is a discrepancy

bet"een the observed and the desired

*is0 and Noun% 81;>&9 S"an and Oliver 81;>&9 proposed the euity theory+ "hich stated thatindividuals compare their input and output ratios "ith those of others and feel euitable treated

Euity jud%ment is based on t"o steps first+ the customer compares the outcome to the input and

secondly+ performs a relative comparison of the outcome to the other party

Pi3am and Ellis 81;;;9 reported that there are t"o additional distinct theories of customer

satisfaction apart from the seven aforementioned ones and these includeG

1 Comparison:level

2 Aenerali3ed ne%ativity and

/he outcome approach of the customer satisfaction is defined as the end:state satisfaction resultin%

from the experience of consumption /his post: consumption state can be an outcome that occurs

"ithout comparin% expectations 8Oliver+ 1;;)9 or may be a co%nitive state of re"ard+ an emotional

response that may occur as the result of comparin% expected and actual performance or a

comparison of re"ards and costs to the anticipated conseuences 8Bavra+ 1;;,+ p #9

40


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*urthermore+ Par0er and $athe"s 824419 expressed that attention has been focused on the nature of

satisfaction of the outcome approach "hich includeG

Emotion : Satisfaction is vie"ed as the surprise element of product or service purchase and or

consumption experiences 8Oliver+ 1;>19+ or is an effective response to a specific consumption

experience 8?estbroo0 and !eilly+ 1;>9 /his ac0no"led%es the input of comparative co%nitive

processes but %oes further by statin% that these may be just one of the determinants of the affective

stateF satisfaction 8Par0 and $athe"s+ 24419

*ulfillment 7/he theories of motivation state that people are driven by the desire to satisfy their

needs 8$aslo"+ 1;#9 or by their behavior aimed at achievin% the relevant %oals 8Broom+ 1;)#9

@o"ever+ satisfaction can be either "ay vie"ed as the end:point in the motivational process /hus

consumer satisfaction can be seen as the consumer=s fulfillment responseF 8!ust and Oliver+ 1;;#+

p #9

State 7 Oliver 81;>;9 expressed that there are four frame"or0 of satisfaction+ "hich relates to

reinforcement and arousal Satisfaction:as:pleasureF results from positive reinforcement+ "here the

product or service is addin% to an aroused restin% state+ and satisfaction:as:reliefF results from

ne%ative reinforcement In relation to arousal+ lo" arousal fulfillment is defined as satisfaction:as

contentmentF+ a result of the product or service performin% adeuately in an on%oin% passive sense

@i%h arousal satisfaction is defined as satisfaction as either positive 8deli%ht9 or ne%ative surpriseF

"hich could be a shoc0 8!ust and Oliver+ 1;;#9

/he other customer satisfaction definitions includeG Satisfaction is the co%nitive state of the buyer

about the appropriateness or inappropriateness of the re"ard received in exchan%e for the service

experienced 8@o"ard and Seth+ 1;);+ pp 1#&9 the evaluation of emotions 8@unt+ 1;,,+ p #)49 the

favorability of the individual=s subjective evaluation 8?estbroo0+ 1;>4+ p #;9 a positive outcome

from the outlay of scarce resources 8.earden and /eel+ 1;>a+ p 219 an overall customer attitude

to"ards a service provider 8Levesue and $c'ou%all+ 1;;)+ pp1#9 is a jud%ment that a product or

service feature+ or the product or service itself+ provided 8or is providin%9 a pleasurable level of

consumption:related fulfillment+ included levels of under: or over fulfillment8Oliver+1;;,+ p 19 is

an experience:based assessment made by the customer of ho" far his o"n expectations about the

individual characteristics or the overall functionality of the services obtained from the provider have

been fulfilled 8@ombur% and .ruhn+ 1;;>9 the fulfillment of some need+ %oal or desire 8Oliver+

1;;;9 an emotional reaction to the difference bet"een "hat customers anticipate and "hat they

receive 8Rineldin+ 24449 is based on a customer


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*or this study+ customer satisfaction definition used is that of @ombur% and .ruhn 81;;>9 "hich is

an experience:based assessment made by the customer of ho" far his o"n expectations about the

individual characteristics or the overall functionality of the services obtained from the provider have

been fulfilledF

/he relevance of this definition to this study is that it indicates that customers assess the mobile

services based on experience of use and the ratin% is done in accordance "ith the mobile services

attributes In this study+ customer satisfaction "ith the i%erian mobile services "ill be evaluated

based on customers experience of net"or0 uality+ billin%+ validity period and customer care

support

Accor&i%g to Philip 9otler-

Customer satisfaction occurs "hen the perception of the re"ard from the purchase of %ood or

services .y the customer meet or exceed hi of matchin% hisH her perceived sacrifices the perception

is a conseuence of matchin% past purchase and consumption experience "ith the current

purchase


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Customer satisfaction is measure of ho" products and services supplied by company meet or

surpass customer expectation Customer satisfaction is defined as the number of customer or

percenta%e of total customer+ "hose reported experience of firm+ its product+ its service 8ran0in%9

exceeds specified satisfaction %oals In competitive mar0et place "here business competes for

customers+ Customer satisfaction is seen as 0ey differentiator and increasin%ly has become a 0ey

element of business strate%y /he firm %enerally as0s Customer "hether their product or service has

met exceeded expectations /hus expectations are 0ey factor behind satisfaction Expectations are

formed on the basis of the buyer


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and mi%ht even evan%eli3e for the firm 8( second important metric related to satisfaction is

"illin%ness to recommend

/his metric is defined as 5/he percenta%e of surveyed customers "ho indicate that they "ould

recommend a brand to friends5 ?hen a customer is satisfied "ith a product+ he or she mi%htrecommend it to friends+ relatives and collea%ues /his can be a po"erful mar0etin% advanta%e9

Individuals "ho rate their satisfaction level as 1+F by contrast+ are unli0ely to return *urther+ they

can hurt the firm by ma0in% ne%ative comments about it to prospective customers ?illin%ness to

recommend is a 0ey metric relatin% to customer satisfaction

+easuri%g Customer Satis)actio%

Or%ani3ations need to retain existin% customers "hile tar%etin% non:customers $easurin% customer

satisfaction provides an indication of ho" successful the or%ani3ation is at providin% products

andHor services to the mar0etplace

Customer satisfaction is measured at the individual level+ but it is almost al"ays reported at an

a%%re%ate level It can be+ and often is+ measured alon% various dimensions ( hotel+ for example+

mi%ht as0 customers to rate their experience "ith its front des0 and chec0:in service+ "ith the room+

"ith the amenities in the room+ "ith the restaurants+ and so on (dditionally+ in a holistic sense+ the

hotel mi%ht as0 about overall satisfaction "ith your stayF

Customer Satis)actio% ca% 'e &e)i%e& i% more e))ective =ay 'y stati%g

;Expectatio% ? Per)orma%ce @Customer Satis)actio%

Expectatio% Per)orma%ce @ Customer #issatis)actio%

Expectatio% Per)orma%ce @ Customer #elight<

Customer satisfaction is an ambi%uous and abstract concept and the actual manifestation of the state

of satisfaction "ill vary from person to person and productHservice to productHservice

/he state of satisfaction depends on a number of both psycholo%ical and physical variables "hich

correlate "ith satisfaction behaviors< such as return and recommend rate /he level of satisfaction

can also vary dependin% on other options the customer may have and other products a%ainst "hich

the customer can compare the or%ani3ation=s products

44


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?or0 done by ParasuramanReithaml and .erry 8Leonard L9 bet"een 1;>& and 1;>> provides the

basis for the measurement of customer satisfaction "ith a service by usin% the %ap bet"een the

customer=s expectation of performance and their perceived experience of performance /his

provides the measurer "ith a satisfaction 5%ap5 "hich is objective and uantitative in nature ?or0

done by Cronin and /aylor propose the 5confirmationHdisconfirmation5 theory of combinin% the

5%ap5 described by Parasuraman Reithaml and .erry as t"o different measures 8perception and

expectation of performance9 into a sin%le measurement of performance accordin% to expectation

/he usual measures of customer satisfaction involve a survey "ith a set of statements usin% a Li0ert

/echniue or scale /he customer is as0ed to evaluate each statement and in term of their perception

and expectation of performance of the or%ani3ation bein% measured /heir satisfaction is %enerally

measured on a five:point scale

Customer satisfaction data can also be collected on a Li0ert scale

!e%ardless of the scale used+ the objective is to measure customers< perceived satisfaction "ith their

experience of a firm


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It seems that dependent on a trade:off bet"een len%th of the uestionnaire and uality of satisfaction

measure+ these scales seem to be %ood options for measurin% customer satisfaction in academic and

applied studies research ali0e (ll other measures tested consistently performed "orse than the top

three measures+ andHor their performance varied si%nificantly across the t"o service contexts in their

study /hese results su%%est that more careful pretestin% "ould be prudent should these measures be

used

Consumer


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Chapter-

"ESEA"C/ +ET/O#OLO1,

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"esearch +etho&ology

( !esearch is an art of scientific investi%ation or enuiry especially throu%h search for ne" branch

of 0no"led%e It is a moment from 0no"n to un0no"n it is a systemi3ed effort to %ain more

0no"led%e5

!esearch methodolo%y is a "ay to systematically solve the research problem It may be understood

as a science of studyin% ho" research is done scientifically It "ill help in studyin% the various steps

that are %enerally adopted by a researcher in studyin% this research problem alon% "ith the lo%ic

behind them

It is necessary for the researcher to 0no" not only the research methods or techniues but also the

methodolo%y !esearcher al"ays need to 0no" the criteria by "hich they can decide that techniue

and they needs to understand the assumptions underline various techniue and they need to 0no"

the criteria by "hich they can decide that techniues and procedure "hich "ill be applicable to

certain problems and other "ill not

"esearch #esig%

Types o) stu&y #escriptive

/he type researches descriptive It describes the different factors affectin% the customer satisfaction

Nature o) the stu&y Dua%titative

Dua%titative a%alysis

/hus analysis of data reuires a number of closely related operations such as establishment of

cate%ories+ the application of these cate%ories into ra" data throu%h chart and then dra" inferences

(nalysis "or0 is %enerally based on the competition of various percenta%e+ co:efficient etc by

applyin% various statistical formulae

Type o) Duestio%%aire Structure&

/he uestions in the uestionnaire "ere structured and had a seuence

Types o) Duestio%s Limite& Pro'i%g

/he uestion "as based on limited probin% "ithout ma0in% the customer uncomfortable to ans"er

any uestion

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Time #ime%sio% Cross - Sectio%al

/he uestions "ere as0ed customer to 0no" their current position in the mar0et

/ype of analysisG Statistical

/he data collected is analysed and plotted on %raphs

Sources o) !%)ormatio%

Source O) !%)ormatio% 4as Primary Source.

'ata form primary sources "as collected throu%h structured uestionnaire /his data has been

collected on the basis of hit and trail

Personal intervie" approach "as adopted for the project In this type of research+ the researcher has

to contact the person directly to 0no" the available information and analyse these to ma0e a critical

evolution /he facts or information reuired to analyse the data "as available in intervie"er=s

statements /his "as one of the sources for the project

/he other approach "as personal research It is based on the personal 0no"led%e It is applicable to

phenomenon that can be expressed in terms of "ords

"esearch tech%iue Survey Tech%iue 4as A&opte&

/he respondent "here surveyed by uestionnaire "ith a mix of closes ended and dichotomous

uestions

"esearch !%strume%t Duestio%%aire

( structured -uestionnaire "as used to reach the customers and %et valuable information from

them

Sampli%g Pla%

49


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/he concept of samplin% can explained "ith an examination of the testin% "hen a person ta0es a sip

of a tea @e is actually testin% "hole tea by testin% a part of it in samplin% instead of examine all

the items+ only fe" are examined as representation and the conclusion are dra"n

Population "as all the sub dealers dealin% in $ahindra .olero and representin% $ahindra .olero

throu%h their dealers

Sampli%g $%its

/his combines all those se%ments of the mar0et "ho deal in .olero and other allied business etc

Sample Sie

/he sample si3e of the #4 respondent "as ta0en considerin% constraints of the study /he sample

si3e selected for this appears to be adeuate

/he si3e "as computed usin% mean method because variables in uestionnaire "ere measured usin%

scale

Samplin% unitG consumer dealin% in various brands of cars+

ExtentG shop o"in% dealin% in .OLE!O and other products

/imeG 2 months

(reaG (rea under study is restricted to .urhanpur

Sampli%g Tech%iue

In this research+ the convenience samplin% is used+ "hich is essentially a non:random

samplin% @ere the researcher surveys the population in .OLE!O se%ment from "hich he obtain

information throu%h uestionnaire and personal intervie"s

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Chapter -G

#ATA ANAL,S!S AN# !NTE"P"ETAT!ON

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5H Age =ise #istri'utio% o) "espo%&e%ts

Ta'le No.

Sr. No. Age No. o) "espo%&e%ts Perce%tage

1 24:4 ) 1&

2 4:#4 12 4

#4:&4 1) #4

# (bove &4 ) 1&

Total 5 55I

Figure No.

!%terpretatio%

/he above %raph sho"s that+ 1& respondents are from 24:4+ 4 are from 4:#4+ #4

respondent are from #4:&4+and 1& respondent are from above&4 yrs a%e %roup

*H Occupatio% =ise #istri'utio% o) "espo%&e%ts

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Ta'le No.*

Sr. No. Occupatio% No. o) "espo%&e%ts Perce%tage

1 Aovt employees 24 &4

2 Pvt Company Emp > 24

Professional H .usiness man ) 1&

# (ny other ) 1&

Total 5 55I

Figure No.*

!%terpretatio%

It "as observed that &4 !espondents are %ovtemployes+24 are pvtcompany employees+ professionals 6 .usinessman 1&+and other 1&

>H !%come =ise &istri'utio% o) respo%&e%ts

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Ta'le No.>

Sr.

No.

!%come "s. !% thousa%& No. o) "espo%&e%ts Perce%tage

1 24 7 4 14 2&

2 4 7 #4 1# &

#4 7 &4 12 4

# (bove &4 & 14

Total 5 55I

FigureNo.>

!%terpretatio%

(bove table sho"s that +2& !espondents are from 24+444 : 4+444rupees income %roup+&

respondents are from 4444:#444 rupees income %roup+4 respondents are from #4444:&4444

rupees income %roup+14 respondents are from above &4444 rupees income %roup

54


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H !%&icate your level o) satis)actio% =ith respect to i%terior &esig% o) Bolero

Ta'le No.

Sr. No. Opi%io% No. o)

"espo%&e%ts

Perce%tage

1 @i%hly satisfied 1# &

2 Satisfied 12 4

either satisfied nor dissatisfied > 24

# 'issatisfied # 14

& @i%hly dissatisfied * &

Total 5 55I

Figure No.

!%terpretatio%

(bove table sho"s that & respondents are hi%hly satisfied+ 4 are satisfied+ 24 neither

satisfied nor dissatisfied+ 14 are dissatisfied+ & hi%hly dissatisfied "ith respect to interior desi%n

of $ahindra .olero

GH !%&icate your level o) satis)actio% =ith respect to )uel e))icie%cy o) Bolero55


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Ta'le No.G


"espo%&e%ts

Perce%tage

1 @i%hly satisfied 12 4

2 Satisfied 1) #4

either satisfied nor dissatisfied ) 1&

# 'issatisfied # 14

& @i%hly dissatisfied 2 &

Total 5 55I

Figure No. G

!%terpretatio%

144 of the respondents #4 of the respondents approached "ere satisfied "ith the fuel

consumption of the .olero *ollo"ed by 4 "as hi%hly satisfied+ 1& are neutral and 14

dissatisfied and & are hi%hly dissatisfied "ith fuel consumption of .olero

6H /o= =oul& you rate the Sa)ety a%& Com)ort o) BOLE"O

Ta'le No.6

56


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"espo%&e%ts

Perce%tage


2 Satisfied 1) #4

either satisfied nor dissatisfied # 14

# 'issatisfied # 14


Total 5 55I

Figure No. 6

!%terpretatio%

(bove table sho"s that 1> respondents are hi%hly satisfied+12 are satisfied+2> neither satisfied

nor dissatisfied+1are dissatisfied+11 hi%hly dissatisfied "ith the Safety and Comfort of

$ahindra .olero

JH /o= =oul& you rate the #esig% o) BoleroK

Ta'le No. J


"espo%&e%ts

Perce%tage


2 Satisfied 1) #4

57


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# 'issatisfied # 14


Total 5 55I

Figure No. J

!%terpretatio%

144 of respondents #4 of the respondents approached "ere satisfied "ith the 'esi%n of the

.olero & "ere hi%hly satisfied+ 14 of them neutral and 14 are dissatisfied "ith the desi%n of

the .olero

H /o= =oul& you rate the space availa'le i% BOLE"OK Ta'le No.


"espo%&e%ts

Perce%tage

1 @i%hly satisfied 14 2&

2 Satisfied 12 4


# 'issatisfied , 1>

& @i%hly dissatisfied & 12Total 5 55I

58


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Figure No.

!%terpretatio%

/he sample dra"n on the probability basis sho"s that out of 144 of respondents 4 of the

respondents approached "ere satisfied "ith the space availability of the .olero 2& "ere hi%hly

satisfied+ 1& of neither satisfied nor dissatisfy and dissatisfied and 1> are dissatisfied "ith the

space availability of the .olero

8H /o= =oul& you rate the +ai%te%a%ce o) BoleroK

Ta'le No. 8


"espo%&e%ts

Perce%tage

1 @i%hly satisfied > 24

2 Satisfied 1) #4


# 'issatisfied ) 1&

& @i%hly dissatisfied # 14

Total 5 55I

Figure No.859


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!%terpretatio%

/he sample dra"n on the probability basis sho"s that out of 144 of respondents #4 of the

respondents approached "ere satisfied "ith the maintenance of the .olero 24 "ere hi%hly

satisfied+ 24 of neutral and 1& are dissatisfied and 14 are @i%hly dissatisfy "ith the

maintenance

5H !%&icate your level o) satis)actio% =ith respect to availa'ility o) spare part o) BoleroK

Ta'le No. 5


"espo%&e%ts

Perce%tage

1 @i%hly satisfied 24 &4

2 Satisfied 12 4

either satisfied nor dissatisfied 2 &

# 'issatisfied # 14


Total 5 55I

Figure No. 5

60


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!%terpretatio%

(bove table sho"s that &4 respondents are hi%hly satisfied+ 4 are satisfied+ & are neither

satisfied nor dissatisfied+14are dissatisfied+ & hi%hly dissatisfied "ith the availability of spare parts of $ahindra .olero

H !%&icate your level o) satis)actio% =ith respect to &ealers a)ter sales services o) BoleroK

Ta'le No.


"espo%&e%ts

Perce%tage


2 Satisfied 12 #4

either satisfied nor dissatisfied 2 1&

# 'issatisfied # 1&


Total 5 55I

Figure No.

61


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!%terpretatio%

table sho"s that 21 respondents are hi%hly satisfied+#2 are satisfied+1) are neither satisfied

nor dissatisfied+ 1) are dissatisfied+& hi%hly dissatisfied "ith the after sale service of .olero

dealer

*H !%&icate your level o) satis)actio% =ith respect to a&va%ce )eature o) BoleroK

Ta'le No. *


"espo%&e%ts

Perce%tage


2 Satisfied 12 #&

either satisfied nor dissatisfied 2 &

# 'issatisfied # 24 & @i%hly dissatisfied 2 14

Total 5 55I

Figure No. *

62


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!%terpretatio%

(bove table sho"s that 24 respondents are hi%hly satisfied+ #& are satisfied+ & are neither

satisfied nor dissatisfied+24 are dissatisfied+ 14 hi%hly dissatisfied "ith advance feature

>H !%&icate your level o) satis)actio% =ith respect to po=er o) BoleroK

Ta'le No.>


"espo%&e%ts

Perce%tage

1 @i%hly satisfied 1# &2 Satisfied 1) #4


# 'issatisfied # 14


Total 5 55I

Figure No. >

63


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!%terpretatio%

(bove table sho"s that & respondents are hi%hly satisfied+ #4 are satisfied+ 14 neither

satisfied nor dissatisfied+14are dissatisfied+& hi%hly dissatisfied "ith po"er of .olero

H !%&icate your level o) overall .satis)actio% respect to BoleroK

Ta'le No.


"espo%&e%ts

Perce%tage

1 @i%hly satisfied 1) #4

2 Satisfied > 24

either satisfied nor dissatisfied , 1>

# 'issatisfied & 12

& @i%hly dissatisfied # 14

Total 5 55I

Figure No.

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!%terpretatio%

(bove table sho"s that #4 respondents are hi%hly satisfied+ 24 are satisfied+ 1> are neither

satisfied nor dissatisfied+ 12are dissatisfied+ 14 hi%hly dissatisfied "ith the overall performance

of $ahindra .olero

M

Chapter -6

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F!N#!N1S3 S$11EST!ONS AN#

CONCL$S!ON

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F!N#!N1

• /he 1& respondents are from 24:4+ 4 are from 4:#4+ #4 respondent are from

#4:&4+and 1& respondent are from above&4 yrs a%e %roup

•

It "as observed that &4 !espondents are %ovtemployes+24 are pvtcompany employees+ professionals 6 .usinessman 1&+and other 1&

• (bove table sho"s that +2& !espondents are from 24+444 : 4+444rupees income

%roup+& respondents are from 4444:#444 rupees income %roup+4 respondents are

from #4444:&4444 rupees income %roup+14 respondents are from above &4444 rupees

income %roup

•

(bove table sho"s that & respondents are hi%hly satisfied+ 4 are satisfied+ 24 neither satisfied nor dissatisfied+ 14 are dissatisfied+ & hi%hly dissatisfied "ith respect to interior

desi%n of $ahindra .olero

• 144 of the respondents #4 of the respondents approached "ere satisfied "ith the fuel

consumption of the .olero *ollo"ed by 4 "as hi%hly satisfied+ 1& are neutral and 14

dissatisfied and & are hi%hly dissatisfied "ith fuel consumption of .olero

•

(bove table sho"s that 1> respondents are hi%hly satisfied+12 aresatisfied+2> neither satisfied nor dissatisfied+1are dissatisfied+11 hi%hly dissatisfied

"ith the Safety and Comfort of $ahindra .olero

• 144 of respondents #4 of the respondents approached "ere satisfied "ith the 'esi%n

of the .olero & "ere hi%hly satisfied+ 14 of them neutral and 14 are dissatisfied "ith

the desi%n of the .olero

• /he sample dra"n on the probability basis sho"s that out of 144 of respondents 4 of

the respondents approached "ere satisfied "ith the space availability of the .olero 2&

"ere hi%hly satisfied+ 1& of neither satisfied nor dissatisfy and dissatisfied and 1> are

dissatisfied "ith the space availability of the .olero

• /he sample dra"n on the probability basis sho"s that out of 144 of respondents #4 of

the respondents approached "ere satisfied "ith the maintenance of the .olero 24 "ere

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hi%hly satisfied+ 24 of neutral and 1& are dissatisfied and 14 are @i%hly dissatisfy "ith

the maintenance

• (bove table sho"s that &4 respondents are hi%hly satisfied+ 4 are satisfied+ & are

neither satisfied nor dissatisfied+14are dissatisfied+ & hi%hly dissatisfied "ith theavailability of spare parts of $ahindra .olero

• (bove table sho"s that 21 respondents are hi%hly satisfied+#2 are satisfied+1) are

neither satisfied nor dissatisfied+ 1) are dissatisfied+& hi%hly dissatisfied "ith the after

sale service of .olero dealer

• (bove table sho"s that 24 respondents are hi%hly satisfied+ #& are satisfied+ & are

neither satisfied nor dissatisfied+24 are dissatisfied+ 14 hi%hly dissatisfied "ith advancefeature

• (bove table sho"s that & respondents are hi%hly satisfied+ #4 are satisfied+ 14 neither

satisfied nor dissatisfied+14are dissatisfied+& hi%hly dissatisfied "ith po"er of .olero

• (bove table sho"s that #4 respondents are hi%hly satisfied+ 24 are satisfied+ 1> are

neither satisfied nor dissatisfied+ 12are dissatisfied+ 14 hi%hly dissatisfied "ith the

overall performance of $ahindra .olero

CONCL$S!ON

$ahindra .olero has a very %ood mar0et in .urhanpur /he company is offerin% %ood services+

"hich is reflected on the satisfaction of the customer $ajority of the customer are satisfied "ith the

desi%n of the vehicle Company provided %ood facility of employees for his job

$ahindra Limited offers an environment for professional %ro"th for every employee $ahindra

offer forei%n tour for "ho employee and dealer achieved tar%ets Noun% leader can ta0e decision and

implementation of ne" ideas

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S$11EST!ONS

• $ahindra Company has to implement %ood customer relationship mana%ement strate%y that

enhances customer satisfaction level

• /he company can for the underta0e !6' to improve the existin% feature "hich field help

increase in the customer satisfaction

• /he company should promote about the entire feature offered by it

• (s majority of the customer %ive opinion that they are satisfied is the

factor+ services and desi%n of the product of the company should ta0en not only maintain the

existin% standard but also enhance them

• (s majority of the respondents are satisfied "ith the safety and comfort feature of $ahindra

.olero+ the company should maintain the same standard and it is su%%ested to come up "ith

suitable measure to reduce the ne%ative opinion amon% the consumer "ho are of the opinion

that the fuel consumption is a dissatisfyin% factor

• $ajority of the respondents are satisfied "ith the safety and comfort feature of $ahindra

.olero+ the company should maintain the same standard and it is su%%ested to come up "ith

suitable measure to reduce the ne%ative opinion amon% the consumer "ho are of the opinion

that the fuel consumption is a dissatisfyin% factor

• (s such+ $ahindra should focus on the aspects+ "hich "ill enhance the customer

satisfaction and thus the mar0et share

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Chapter-J

ANNE2$"E

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Customer Satis)actio% Duestio%%aire

'ear sirHmadam+

I am student of (LL(( IS/I//E O* $((AE$E/ 6 SCIECE PE (s part of the

curriculum of $.( de%ree+ I am conductin% a survey to prepare project report on ;Customer

satis)actio% )or +ahi%&ra Bolero i% Burha%pur< /herefore I 0indly reuest you to spare some of

the precious time to ans"er the follo"in% uestion

Nours

$ohammed Sadiue

ameG

(ddressG

Contact o

Occupation TTTTTTTTTTTT

(%e TTTTTTTT

Income TTTTTTTTT

1 *ollo"in% details that best describes you

19 (%e

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a9 24 7 4 yrs

b9 4 7 #4 yrs

c9 #4 7 &4 yrs

d9 &4 and above

2 Occupation

a9 Aovt Employees

b9 Private company

c9 Professional businessman

d9 (ny other

Nour monthly income

a9 24444 : 4444 b9 4444 :#4444

c9 #4444 :&4444

d9 (bove &4444

#9 Indicate your level of satisfaction "ith respect to interior desi%n of .olero

a9 @i%hly Satisfy

b9 Satisfy

c9 'issatisfied

d9 @i%hly 'issatisfied

e9 either satisfied nor dissatisfied

&9 Indicate your level of satisfaction "ith respect to fuel efficiency of .oleroF

a9 @i%hly Satisfy

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b9 Satisfy

c 9 'issatisfied



)9 @o" "ould you rate the Safety and Comfort of .OLE!O

a9 @i%hly Satisfy

b) Satisfy

c9 'issatisfied



,9 @o" "ould you rate the 'esi%n of .olero

a9 @i%hly Satisfy

b9 Satisfy

c 9 'issatisfied



>9 @o" "ould you rate the space available in .OLE!O

a9 @i%hly Satisfy

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b9 Satisfy

c 9 'issatisfied



;9 @o" "ould you rate the $aintenance of .olero

a9 @i%hly Satisfy

b9 Satisfy

c 9 'issatisfied



149 Indicate your level of satisfaction "ith respect to availability of spare part of .olero

a9 @i%hly Satisfy

b9 Satisfy

c 9 'issatisfied



119 Indicate your level of satisfaction "ith respect to dealers after sales services of .olero

a9 @i%hly Satisfy

b9 Satisfy

c 9 'issatisfied

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129 Indicate your level of satisfaction "ith respect to advance feature of .olero

a9 @i%hly Satisfy

b9 Satisfy

c 9 'issatisfied



19 Indicate your level of satisfaction "ith respect to po"er of .olero

a9 @i%hly Satisfy

b9 Satisfy

c 9 'issatisfied



1#9 Indicate your level of overall satisfaction respect to .olero

a9 @i%hly Satisfy

b9 Satisfy

c 9 'issatisfied

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BIBLIOGRAPHY

$ar0etin% $ana%ement 8Philip Dotler9+ Statistical Investi%ation 8Aupta .9+ Consumer

behavior and action:8(ssel @enry9+ $a%a3ines and !eports+ .usiness ?orld+ .usiness India+

(dvertisin% $ar0etin%+ """mahindra6mahindracom+ """indiaindustrycom
http://www.indiaindustry.com/http://www.indiaindustry.com/

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