The Customers Satisfaction Towards MRF Tyres

CHAPTER I
To study the Customers Satisfaction towards MRF Tyres

INTRODUCTION
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INTRODUCTION
The main object of eery or!ani"ation is to earn more #rofit$ to achiee this object the
or!ani"ation shou%d increase its sa%es by !ettin! more customer and the on%y way to !et more
customer is that the or!ani"ation shou%d #roide e&#ected satisfaction to the customers'
Here the word customer satisfaction means (the uti%ity which customer e&#ect from the #roduct)
and when a customer !et e&#ected uti%ities it is ca%%ed as customer satisfaction'
MRF manufactures the %ar!est ran!e of tyres in India and enjoys the hi!hest brand #reference for
su#erior *ua%ity$ com#any manufactures the %ar!est ran!e of tyres in India and is the mar+et
%eader with the %ar!est mar+et share it tyre industry'
Since ,-./ MRF tyres has consistent%y been chosen as oem fitment by a%most eery major car
manufacturer in India a#art from tyres MRF a%so manufacturer coneyor be%ts$ #retreads and
adanced #o%yurethane #aints'
Here eery customer of MRF is !ettin! satisfaction and it may ana%y"ed by the fo%%owin!
information
MRF own 0o' , award for customer satisfaction by 1'2 Power Asia #acific for
233,42332
It is a%so created !ood brand name in other countries a%so$ and it is the first Indian
com#any to e&#ort tyres to the 5S$ the ery birth#%ace of tyre techno%o!y' It is the first
com#any in India to manufacture and mar+et 0y%on tyres #assen!er tyres commercia%%y'
MRF is #roidin! hu!e number of #roducts to the customer as #er the re*uirement and
need'
They #roide more warranties to the customers and it wi%% shows that the com#any has
confident on its #roduct'
So as #er the aboe information it found that the customer satisfaction towards MRF tyres is
!ood
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STATEMENT OF THE PROBEMS!
Profit earnin! has become one of the im#ortant objecties of each and eery com#any'
It is ery easy to attract new customers but retainin! o%d customer is too difficu%ty on%y
the satisfied customer wi%% remain %oya% to the firm brands'
A #erson enters a showroom when he wants to #urchase tyres$ but before #urchasin!
tyres he consu%ts so many #ersons about tyre' 7i+e about #rice$ *ua%ity$ serice etc$ and then he
ma+e decision to #urchase'
If he finds any #rob%em with tyres$ he may chan!e his #ositie attitude into ne!atie
attitude towards tyres !ien by the showroom'
Considerin!$ a%% aboe #oints$ I hae decided (To study the Customers Satisfaction
towards MRF Tyres in 8a!a%+ot)'
OB"ECTI#ES OF THE STUD$!
A customer is not de#endent on us we are de#endent on customer $ this statement is basis
thin! for eery firm or serice sector'
Ob%ecti&es are!
,' To +now the customer satisfaction towards MRF tyres in 8a!a%+ot city'
2' To +now the attributes which creates customer satisfaction amon! MRF tyre users in
8a!a%+ot '
6' To +now the satisfaction %ee% of the customer with the MRF tyres'
/' To +now a%uab%e su!!estion form the customer'
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SCOPE ' IMITATIONS
SCOPE!
The study is #ure%y based on the surey conducted in 8a!a%+ot city and has focused on
customers' The study coers the information about the mind set which may aries from situation
4 where the res#ondents may not be ab%e to !ie re*uired and accurate information'
IMITATIONS!
,. 2ue to res#ondents busy schedu%es$ the interests shown by res#ondents to answer the
*uestionnaire may be %ess' This may hae resu%ted in co%%ectin! inaccurate information'
2' 2ue to time and cost constraint the sam#%e si"e se%ected is ,33'
6' The se%ected sam#%e si"e is sma%% as com#ared to the tota% number of customers' Hence
the obtained resu%t may not be accurate as it may not re#resent the who%e #o#u%ation'
/' The #roject is o#en for further im#roement of the wor+'
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CHAPTER II
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iterat(re Re&ie)
Customer satisfaction
In a com#etitie mar+et#%ace where businesses com#ete for customers$ customer satisfaction is
seen as a +ey differentiator and increasin!%y has become a +ey e%ement of business strate!y'
Measurin! customer satisfaction
<r!ani"ations are increasin!%y interested in retainin! e&istin! customers whi%e tar!etin! non=
customers> measurin! customer satisfaction #roides an indication of how successfu% the
or!ani"ation is at #roidin! #roducts and?or serices to the mar+et#%ace'
Customer satisfaction is an ambi!uous and abstract conce#t and the actua% manifestation of the
state of satisfaction wi%% ary from #erson to #erson and #roduct?serice to #roduct?serice' The
state of satisfaction de#ends on a number of both #sycho%o!ica% and #hysica% ariab%es which
corre%ate with satisfaction behaiors such as return and recommend rate' The %ee% of satisfaction
can a%so ary de#endin! on other o#tions the customer may hae and other #roducts a!ainst
which the customer can com#are the or!ani"ation@s #roducts'
8ecause satisfaction is basica%%y a #sycho%o!ica% state$ care shou%d be ta+en in the effort of
*uantitatie measurement$ a%thou!h a %ar!e *uantity of research in this area has recent%y been
dee%o#ed' Aor+ done by 8erry B8art A%%enC and 8rodeur between ,--3 and ,--. defined ten
@Dua%ity Ea%ues@ which inf%uence satisfaction behaior$ further e&#anded by 8erry in 2332 and
+nown as the ten domains of satisfaction' These ten domains of satisfaction inc%udeF Dua%ity$
Ea%ue$ Time%iness$ Efficiency$ Ease of Access$ Enironment$ Inter=de#artmenta% Teamwor+$ Front
%ine Serice 8ehaiors$ Commitment to the Customer and Innoation' These factors are
em#hasi"ed for continuous im#roement and or!ani"ationa% chan!e measurement and are most
often uti%i"ed to dee%o# the architecture for satisfaction measurement as an inte!rated mode%'
Aor+ done by Parasuraman$ Geitham% and 8erry B7eonard 7C between ,-.9 and ,-.. #roides
the basis for the measurement of customer satisfaction with a serice by usin! the !a# between
the customer@s e&#ectation of #erformance and their #erceied e&#erience of #erformance' This
#roides the measurer with a satisfaction H!a#H which is objectie and *uantitatie in nature'
Aor+ done by Cronin and Tay%or #ro#ose the Hconfirmation?disconfirmationH theory of
combinin! the H!a#H described by Parasuraman$ Geitham% and 8erry as two different measures
B#erce#tion and e&#ectation of #erformanceC into a sin!%e measurement of #erformance
accordin! to e&#ectation' Accordin! to Iarbrand$ customer satisfaction e*ua%s #erce#tion of
#erformance diided by e&#ectation of #erformance'
The usua% measures of customer satisfaction ino%e a surey with a set of statements usin! a
7i+ert Techni*ue or sca%e' The customer is as+ed to ea%uate each statement and in term of their
#erce#tion and e&#ectation of #erformance of the or!ani"ation bein! measured'
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Impro&i*+ C(stomer Satisfactio*
Pub%ished standards e&ist to he%# or!ani"ations dee%o# their current %ee%s of customer
satisfaction' The Internationa% Customer Serice Institute BTICSIC has re%eased The
Internationa% Customer Serice Standard BTICSSC' TICSS enab%es or!ani"ations to focus their
attention on de%ierin! e&ce%%ence in the mana!ement of customer serice$ whi%st at the same
time #roidin! reco!nition of success throu!h a 6rd Party re!istration scheme' TICSS focuses an
or!ani"ationJs attention on de%ierin! increased customer satisfaction by he%#in! the or!ani"ation
throu!h a Serice Dua%ity Mode%'
TICSS Serice Dua%ity Mode% uses the 9 P@s = Po%icy$ Processes$ and Peo#%e$ Premises$
Product?Serices$ as we%% as #erformance measurement' The im#%ementation of a customer
serice standard shou%d %ead to hi!her %ee%s of customer satisfaction$ which in turn inf%uences
customer retention and customer %oya%ty'
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I025STRK PR<FI7E
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INTRODUCTION OF MRF COMPAN$
,-/: = A year to rememberL India was on the thresho%d of inde#endence'
A youn! entre#reneur$ M'M' Mammen Ma##i%%ai$ o#ened a sma%% manufacturin! unit where
ba%%oons$ %ate& cast s*uea+in! toys and industria% !%oes were manufacturedL %itt%e did he
rea%i"e then that the com#any he started wou%d !row to become the no', tyre manufacturer in
India'
MRF estab%ished its first office in ,-/- at Chennai$ Tami% 0adu$ and India' The com#any be!an
as a manufacturer of toy ba%%oons and other rubber #roducts and then %ater on moed to
manufacture tyres in ,-:,'
To,a- MRF is i*to a lea+(e of its o)* )it.!
MRF manufactures the %ar!est ran!e of tyres in India and enjoys the hi!hest brand
#reference for su#erior *ua%ity$ com#any manufactures the %ar!est ran!e of tyres in India and is
the mar+et %eader with the %ar!est mar+et share it tyre industry'
Since ,-./ MRF tyres has consistent%y been chosen as oem fitment by a%most eery major car
manufacturer in India a#art from tyres MRF a%so manufacturer coneyor be%ts$ #retreads and
adanced #o%yurethane #aints
The mi%estones achieed whi%e bein! such a #ro!ressie and ibrant com#any$ is a%so reco!ni"ed
by the cor#orate wor%d throu!h a number of awards %i+e'
Eoted as one of the Indian most admired mar+etin! com#anies by A 4 M %eadin! adertisin! and
mar+etin! and mar+etin! journa%'
0o' , award for customer satisfaction by 1'2 Power Asia #acific for 233,42332
Most ethica% com#any in India by business wor%d$ a %eadin! business ma!a"ine'
I*,(str- Re&ie)
I*,ia* T-re I*,(str- to Re+ister a /ro)t. of 01234 i* t.e Ne5t 6 $ears
The Indian Tyre Industry #roduced ;6: %a+h units of tyres B,, %a+h tonesC !arnerin! Rs'
,-333 crores in FK3;' MRF 7td' was the mar+et %eader B22N mar+et shareC fo%%owed c%ose%y by
A#o%%o Tyres 7td' B2,NC' The other major #%ayers were 1M Tyre 4 Industries B,.NC and Ceat
7td'B,6NC' The Indian tyre industry is characteri"ed by its raw materia% intensity Braw materia%
costs account for a##ro&imate%y ;3N of o#eratin! incomeC$ ca#ita% intensity$ and cyc%ica%ity$
fierce com#etition amon! the to# #%ayers$ %ow bar!ainin! #ower and resu%tin! %ow mar!ins' The
to# #%ayers are now focusin! on brandin! their #roducts and stren!thenin! their distribution
networ+ so as to increase their mar+et share'
The industry deries its demand from the automobi%e Industry' Ahi%e <EM mar+et off
ta+e is de#endent on the new ehic%e sa%es$ re#%acement mar+et demand de#ends on the tota%
#o#u%ation of ehic%es on road$ road conditions$ ehic%e scra##in! ru%es$ oer%oadin! norms for
truc+s$ aera!e %ife of tyres and #rea%ence of tyre retreadin!'
The main cate!ory of tyres #roduced in the country is that of Truc+ 4 8us tyres' These
tyres accounted for 9;N of the tota% tyre tonna!e #roduction in FK3; fo%%owed by 7CE tyres
which accounted for -N of the tota% tyre tonna!e #roduction' A##ro&imate%y 96N of the tota%
tyre tonna!e off ta+e was by the re#%acement mar+et$ 6,N by <EM and ,9N by the e&#ort
mar+et in FK3;' The industry tonna!e #roduction re!istered a 9 year CAIR of -':-N between
FK 32=3;' The %ar!est cate!ory of Truc+ 4 8us tyres recorded a 9 year CAIR of ;'.9N Bs%ower
than the industryC whi%e 7i!ht Commercia% Eehic%e B7CEC$ motorcyc%e and car tyre cate!ories
!rew at ,9N$ ,:N and ,/N res#ectie%y Bfaster than the industryC' <ff the road B<TRC tyre
cate!ory Bcustomi"ed tyresC which fetch a hi!her mar!in com#ared to other tyre cate!ories$ is the
fastest !rowin! cate!ory'
The <TR tyre cate!ory has re!istered a 9 year CAIR of oer 23N in the %ast fie years'
Most of the to# #%ayers are increasin! their ca#acity for the #roduction of <TR tyres so as to
im#roe their #roduct mi&$ this bein! a hi!h mar!in #roduct'
The e&#orts from the country c%oc+ed a CAIR of ,6N in unit terms and ,.N in a%ue
terms in the #eriod FK 32=3;' Most of these tyres that are e&#orted are of cross #%y desi!n' Aith
radica%i"ation catchin! u# in some of these mar+ets$ the Indian manufacturers wi%% need to
!raduate to #roduction and e&#ort of radia% tyres so as to #rotect their share in the e&#ort mar+et'
Radica%i"ation of tyres is sti%% minima% in India'
<n%y the car tyre mar+et has moed to radia% tyres B-9NC but in a%% other cate!ories$
cross #%y tyres are sti%% #referred' Poor road conditions$ oer%oadin! in truc+s$ hi!her cost of
radia% tyres and #oor awareness of the tyre users are the main reasons for the non transition of the
domestic mar+et to radia% tyres' Howeer$ !oin! ahead radica%i"ation in truc+ 4 bus tyres may
increase due to !oernmentJs focus on infrastructure dee%o#ment'
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CARE Researc. pro%ects t.e I*,ia* T-re I*,(str- to re+ister a +ro)t. of 01
234 i* t.e *e5t fi&e -ears
The Indian Tyre Industry #roduced ;6: %a+h units of tyres B,, %a+h tonesC !arnerin! Rs' ,-$333
crores in FK 3;' MRF 7td' was the mar+et %eader B22N mar+et shareC fo%%owed c%ose%y by A#o%%o
Tyres 7td' B2,NC' The other major #%ayers were 1M Tyre 4 Industries 7td B,.NC and Ceat 7td'
B,6NC' The industry tonna!e #roduction re!istered a 9 year CAIR of -':-N between FK 32=
3;O'
Truc+ 4 8us tyre cate!ory Baccountin! for 9;N of the tonna!e #roductionC recorded a 9 year
CAIR of ;'.9N Ba rate s%ower than that of the industryC whi%e 7i!ht Commercia% Eehic%e B7CEC$
Motorcyc%e and Car tyre cate!ories !rew at ,9N$ ,:N and ,/N res#ectie%y Bat rates faster than
that of the industryC' <ff the road B<TRC tyres Bcustomi"ed tyres which fetch a hi!her mar!in
com#ared to other tyresC cate!ory is !rowin! at a fast #ace' The <TR tyre cate!ory re!istered a 9
year CAIR of oer 23N in the %ast fie years' Most of the to# #%ayers are increasin! their
ca#acity for the #roduction of <TR tyres so as to im#roe their #roduct mi&$ for e'!' CEAT 7td'
is increasin! its <TR ca#acity at its 0asi+ #%ant from :3$333 to ,$33$333 tyres by end 233.$ 1M
Tyre 4 Industries is e&#andin! its <TR ca#acity from 29$333 tyres to /2$333 tyres by end 233.$
een sma%%er #%ayer %i+e Fa%con tyres is ma+in! its foray into the <TR cate!ory'
The e&#orts from the country c%oc+ed a CAIR of ,6N in unit terms and ,.N in a%ue terms in
the #eriod FK 32O3;' Most of these tyres that are e&#orted are of cross #%y desi!n' Aith
radica%i"ation catchin! u# in some of these mar+ets$ the manufacturers wi%% need to !raduate to
radia% tyres so as to #rotect their share in the e&#ort mar+et' Radica%i"ation of tyres is sti%%
minima% in India' <n%y the car tyre mar+et has moed to radia% tyres B-9NC but in a%% other
cate!ories cross #%y tyres are sti%% #referred' Poor road conditions$ oer%oadin! in truc+s$ hi!her
initia% cost of radia% tyres and #oor awareness %ee%s in tyre users are the main reasons for the non
transition of the domestic mar+et to radia% tyres' Howeer$ !oin! ahead$ radica%i"ation in truc+ 4
bus tyres may increase due to !oernmentJs focus on infrastructure dee%o#ment'
CARE Research e&#ects the tyre industry to re!ister a tonna!e !rowth of -O,3N in the ne&t fie
years BFK 3;O,2C' The truc+ 4 bus and 7CE tyre cate!ory are e&#ected to re!ister a CAIR of
.N and ,/N res#ectie%y BFK 3;O,2C'
MAR7ET PA$ERS

Birla Tyres
Registered Office Shivam Chambers 53,
Syed Amir Ali Avenue, Kolkata,
West Bengal-7000!"
Phone #!-33-$$%&5'
Primary Industry (yre )anu*a+turers
Total Employees 30
Business Summary
Birla (yres entered the ,ndian tyre market in !!" (he manu*a+turing *a+ilities are lo+ated
at Balasore in -rissa" ,n ten years o* o.eration, it has s+aled ne/ heights o* .rodu+tivity"
(he initial +a.a+ity o* million tyres .er annum has sin+e been enhan+ed to "5 million tyres
.er annum" (he ne/ millennium sa/ it roll out high .er*orman+e Steel Belted Car and 0"C"1"
radials, using state-o*-the-art ma+hines /ith the latest te+hnology *rom the /orld *amous
2irelli o* ,taly" (he +ontinuous 3uest *or e4+ellen+e sa/ the Birla (yres team add many
*eathers to its +a." ,t has re+eived ,S- !00, ,S- &000 and 5S !000 +erti*i+ation"
Publicly traded 6o
Contact Persons
Name Phone Email
#!-33-$$%&5' ho7birlatyre"+om
Executie Team
Executie Name !esignation Phone
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Indian N Internationa% N
MRF
22'33N
Miche%in 23'3,N
A#o%%o
23'33N
8ri!hestone ,.'3/N
1M Tyres
,-'33N
Ioodyear ,:'3-N
Ceat
,:'33N
8ir%a
;'33N
Ioodyear
:'33N
,:
Company "ebsite htt.899///"birlatyre"+om9
Jk Tyre & Industries Ltd. - Company Profile.
Company Profile# :k (yre ; ,ndustries 0td"
Tic$er# 530007
Exchanges# B-)
%&&' Sales# $7,'5$,000,000
(a)or Industry# Chemi+als
Sub Industry# <ubber ; (ire )*rs"
Country# ,6=,A
Employees#
Business !escription
*$ Tyre + Industries ,td- >ormerly kno/n as :"K",ndustries 0imited" (he ?rou.@s .rin+i.al a+tivity is to
design, develo., manu*a+ture and market o* +onventional and radial tyres, tubes and *la.s" ,t manu*a+tures
tru+k and bus radials, steel radials *or +ars, 0C1, tru+ks and bus" ,ts radial brands o* the ?rou. in+lude
Altimo and <ally"
APOO T$RES IMITED
Apollo Tyres Limited is the premier tyre manufacturing company in India. In truck tyres it has more than 30% market
share. The brand XT7 became the largest selling truck tyre in the country. The ision of the company is to be a leader
in the Indian tyre industry and a significant global player.
.uic$ /acts
Country India
Industry Tyre manufacturin!
7istin!s 4 its codes 0SEF AP<77<TKRE> 8SEF 933.;;
Head <ffice ; Institutiona% Area$ Sector=62
Iur!aon Haryana = ,2233,$ India
Te%'F PB-,C=B,2/C=26.6332 to ,.
Re!istered <ffice :th F%oor$ Cheru#ush#am 8%d!'
Shanmu!ham Road$ Cochin=:.236, BMera%aC
Te%'F PB-,C=B/./C=26.,-32$ 26.,-36$ 26.3;23
Aebsite www'a#o%%otyres'com
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Bridgestone
(he Bridgestone ?rou. Bthe .arent +om.any Bridgestone Cor.oration and its +onsolidated subsidiariesC
+onstitutes the /orld@s largest manu*a+turer o* tires and rubber .rodu+ts" (he .arent +om.any /as
established in !3 in the small to/n o* Kurume on the island o* Kyushu in :a.an" (oday, the Bridgestone
?rou. has manu*a+turing bases in $5 +ountries and sells .rodu+ts in over 50 +ountries /orld/ide" (ires
a++ounted *or about %0D o* +onsolidated sales in $00', /ith the remainder made u. o* a varied range o*
industrial and +onsumer .rodu+ts, together /ith bi+y+les and other s.orting goods"
Eead3uarters
-0- Kyobashi, Chuo-ku, (okyo 0&-%3&0 :A2A6
(ele.hone
#%-3-35'7-0
Sto+k Code - (SF
50% Sto+k 2ri+e - (SF

2resident
Shoshi Araka/a
Se+tor
-.thomology
,ndustries
,ndustrial ; )anu*a+turing
Fstablished
!3
0isted
!'
Eome.age
///"bridgestone"+o"G.9english9
Mar8et ,ri&ers! I*,ia
Q Robust !rowth rate in a%% ehicu%ar se!ments oer %ast 9 years
Q Im#roed ca#acity uti%i"ation by a%% major manufacturersBR.3NC
Q 2ecrease in custom and e&cise duties to nu%%ify increase in raw
Materia% costs and increases <PM
Q 7ow %abour cost F #artia%%y offset by %ow #roductiity
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Q Im#roed credit #rofi%e and %oan sericeabi%ity
Mar8et c.alle*+es! I*,ia
Q The Radica%i"ation cha%%en!e= Radia% s' Cross #%y Tyres
I%oba% aera!e= :9N India =2N
9.- (se Ra,ial t-res:
Posities 0e!aties
7on!er %ife =,33$333 +ms Com#aratie%y Hi!her Cost
8etter fue% efficiency S 9 to .N mar!ina%%y #oorer oer%oadin!
7ower as#ect ratio= 8etter contro%
Q <ther cha%%en!es SPoor roads
Mis#erce#tion that they are unsuited for India
2ifficu%ty to inte!rate in o%d ehic%es
7ac+ of radia% manufacturin! ca#abi%ities
Scope a*, c.alle*+es
Q Industry #oised for a ery !ood !rowth rate
Q More 1'EJs with wor%d mar+et %eaders= better technica%
Mnow=how and *ua%ity
Q Irowth in automobi%e sector S cumu%atie effect on
Tyre industry
Q Increasin! trend in ca#acity uti%i"ation S better out#ut
Q 0ew and uncharted territories as e&#ort mar+ets'
Q Increasin! #roductiity S both %abour and machinery
Q Com#etition from other dee%o#in! mar+ets
Q Increasin! raw materia% costs S wi%% effect <PM
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MRF TD.
"Tyres with Muscle"
MRF 7td' is the first Indian com#any to e&#ort tyres to the 5S$ the ery birth#%ace of tyre
techno%o!y' It is the first com#any in India to manufacture and mar+et 0y%on tyres #assen!er
tyres commercia%%y' In 233/$ the com#any@s turnoer crossed I0R 63 bi%%ion mar+' The com#any
was !ien the tit%e of most ethica% com#any by @8usiness Aor%d@ ma!a"ine after a surey
conducted in ,---'
;(ic8 Facts
Founder M' M' Mammen Ma##i%%ai
Country India
Kear of Estab%ishment ,-/: as a toy factory
Industry Tyre Manufacturin!
7istin!s 4 its codes 0SEF MRF> 8SEF 9332-3
Re!istered <ffice ,2/$ Ireams Road
Chennai = :33 33:
India
Te%'F PB-,C=B//C=2.2-2;;;
Fa&F PB-,C=B//C=2.2-,.//? 39:2
Aebsite htt#F??www'mrftyres'com?
Re%ated Aebsite htt#F??www'mrf=e&#orts'com? BMRF E&#ortsC
Se+me*t a*, Bra*,s
Truc+ ? 8us Tyres
7i!ht Commercia%$ 1ee# 4 5ti%ity Eehic%e Tyres
Passen!er Cars Tyres
<ff the road tyres
Two=Ahee%ers Tyres
MRF t,!
A 7EA2I0I P7AKER I0 THE TKRE MA05FACT5RI0I I025STRK
MRF Limited is engaged in the manufacturing, distribution
And sale of an extensive range of superior quality tyres for
Various kinds of vehicles
The com#anyJs o#erations re%ate to manufacture of rubber #roducts$ such as tyres$ tubes$ f%a#s$
tread rubber
And coneyor be%t$ as we%% as s#ecia%ty coatin!s for a ariety of a##%ications' MRF has si&
#roduction faci%ities in India and around .3 sa%es offices' From its humb%e ori!ins in ,-/:$ the
com#any has come %on! way to become the mar+et %eader in the tyre manufacturin! industry'
MRF e&#orts its #roducts to oer ;9 countries
Aor%dwide' Today$ !%oba% tyre manufacturers hae to #%an and ada#t to chan!es in customer
2emand$ f%uctuations in raw materia% #rices and aai%abi%ity$ whi%e +ee#in! #ace with time%ines
for shi#ments> in the face of increasin! com#etition in the !%oba% mar+et#%ace'
MRF ra*8e, 2<t. b- Crai* Comm(*icatio*
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MRF$ IndiaJs %ar!est tyre=ma+er$ has moed u# the #ec+in! order' Accordin! to the %atest re#ort
of Tire 8usiness$ #ub%ished by Crain Communications of the 5S$ MRFJs ran+ has im#roed to
,2th durin! 2333 from ,6th durin! ,---'
The s#ecia% re#ort tit%ed$ H233, I%oba% Tyre Com#any Ran+in!H$ coered ;2 tyre com#anies
across the wor%d' Commentin! on the im#roed ran+in! of MRF$ e&ecutie director
Bmar+etin!C$ Phi%i# Ea#en to%d ET$ HIt c%ear%y shows the intrinsic stren!th of MRF$ brand e*uity
and its abi%ity to #rotect bottom=%ine'
He said that MRF is retainin! its #osition as number one tyre com#any in India for the %ast
seera% years' Its im#roed !%oba% ran+in! comes at a time when the automotie industry is
facin! a tou!h mar+et with tremendous #ressure on mar!ins'
At the !%oba% %ee%$ 8rid!estone Cor#oration was ran+ed number one by Tire 8usiness$ c%ose%y
fo%%owed by Miche%in' Amon! other major Indian #%ayers$ 1 M Industries was ran+ed ,;th
a!ainst ,:th in ,--- whi%e A#o%%o Tyres moed u# the %adder from 2, to ,. in 2333' Ceat was
#ositioned at 23 %ast year a!ainst ,- in ,---'
Ea#en said MRF has emer!ed as the so%e su##%ier of truc+ tyres to Eo%o' Ahi%e it is the %ar!est
su##%ier of radia% car tyres B/3 #er cent shareC to Te%coJs Indica with a month%y su##%y of ,3$333
tyres'
MRF was ori!ina%%y started as a sma%% manufacturin! unit of ba%%oons$ %ate& cast s*uea+in! toys
and industria% !%oes' It was on%y in the year ,-:, that the com#any started manufacturin! tyres'
Today$ MRF has : manufacturin! #%ants in India %ocated in Tiruottiyur and Ara+onam in Tami%
0adu$ Mottayam in Mera%a$ Ponda in Ioa$ Meda+ in Andhra Pradesh$ and one in the 5nion
Territory of Pondicherry' It has a distribution networ+ of more than 2$933 out%ets in the country
and e&#orts tyres in oer ;9 countries !%oba%%y' The com#any estab%ished its first office in ,-/-
at Chennai$ Tami% 0adu' It has oerseas offices in 5nited Arab Emirates$ 8an!%adesh and
Eietnam'
MRF manufactures the %ar!est ran!e of tyres in India and it has the hi!hest brand #reference' It
ma+es tyres for heay duty truc+$ bus$ %i!ht truc+$ #assen!er car to motor s#orts$ ra%%y cars$ off
the road earth moers$ two and three whee%ers$ farm serice and mi%itary serice' It is the mar+et
%eader and has 2: #er cent share in the Rs ,-$33333 mi%%ion Indian tyre industry'
Funs+oo% India is a joint enture between MRF and Hasbro Inc'$ 5SA$ the wor%dTs %ar!est toy
com#any' Funs+oo%Ts Ioa #%ant has been ma+in! its own mou%ds for a number of its #roducts$
the most #o#u%ar of which are Pi#s*uea+s$ a ran!e of %ow #riced baby toys' MRF co%%aborated
with PIRE77I to manufacture Coneyor 8e%tin!' The MRF Coneyor 8e%t #%ant in Ar+onam$
Tami% 0adu$ with an annua% ca#acity of 6333 tonnes$ is the most modern be%tin! #%ant in India'
The com#any a%so has a #aints and coatin! subsidiary' It manufactures s#ecia%ity coatin!s for
wide ran!e of a##%ications %i+e Meta%coat$ Aoodcoat I%asscoat etc' MRF made a foray in
retreadin! as far bac+ as ,-;3' MRF Pretreads is the most adanced Precured Retreadin! system
in India' MRF made a foray in retreadin! as far bac+ as ,-;3' In the MRF Pretreads system$ the
tread rubber is #recured from MRFTs factory' It a%so has the s#ecia%ised e&#ertise re*uired for
retreadin! Radia% Tyres' The com#any is an ori!ina% e*ui#ment su##%ier B<ESC of radia% tyres to
Tata Indica$ Hyundai E%antra$ Ford Fiesta and many other cars' Eo%o a%so sources most of its
tyres from MRF for its Indian o#erations'
Fi*a*cials
The Com#any swun! to %oss for the *uarter ended 2ecember 233.' 2urin! the *uarter$ the
com#any re#orted %oss of Rs 6.6 mi%%ion com#ared with a #rofit of Rs 9,;'93 mi%%ion in the
same *uarter %ast year' 0et sa%es for the *uarter rose ,;N to Rs ,6$9,-';3 mi%%ion$ whi%e tota%
income for the *uarter rose ,:'.,N to Rs ,6$9:3'63 mi%%ion$ when com#ared with the #rior year
#eriod' It re#orted %oss of Rs -3'62 a share durin! the *uarter com#ared with earnin!s of Rs
,22'36 a share in #reious year #eriod'
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PRODUCT CATE/OR$ IN T9O
9HEEER SE/MENT
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The com#any has stood Hima%ayan hei!ht in the tyre industry' It !rabbed a%% most a%%
#resti!ious awards in the +ey areas %i+e #roduction$ customer satisfaction$ e&#orts and
many more'
A)ar,s a*, Ac.ie&eme*ts!
I* <333= MRF la(*c.e, smile campai+* o* I*,ia*
roa,s.
MA"OR MIESTONES OF MRF COMPAN$
MRF! A to(+. bra*,
An enter#rise that started as a toy ba%%on ma+er in ,-/: in South India *uic+%y !rew to
become one of IndiaJs bi!!est and res#ected com#anies' Renowned for #roduct su#eriority and
innoation$ MRF continues to be the %eadin! tyre ma+er in India'
MRF crossed the I0R 6 bn mar+ and a%so became the 0o , tyre com#any in India' MRF %e!end
the #remium ny%on car tyre was introduced'
The MRF #ace foundation was set u# with internationa% #ace bow%er$ 2ennis 7i%%i as its director'
0ot %on! thereafter$ #ace bow%ers trained at the foundation were se%ected for the Indian cric+et
team' In the year ,-.-$ MRF was the c%ear mar+et %eader in eery tyre se!ment' <nce a!ain in
reco!nition of e&ce%%ence$ MRF was awarded the Eishweshwarayya award for the 8est business
house in India'
MRF co%%aborated with Hasbro Int% 5SA$ the wor%dJs %ar!est toy ma+ers$ and %aunched funs+oo%
in India' Com#any a%so entered into co%%aboration with Ea#ocure$ Austra%ia to manufacture
#o%yurethane #aint formu%ations and with Pire%%i musc%ef%e&$ coneyor$ and e%eator be%tin!'
MRF a%so o#ened the MRF tyredrome$ IndiaJs first tyre com#any owned whee% care com#%e& at
Madras'
MRF brou!ht the :
th
wor%d cu# bo&in! cham#ionshi# to Mumbai the first of its +ind= with 6-
countries #artici#atin!' In ,--6 4 ,--9 the com#any was oted by the far eastern economic
reiew as one of the ten %eadin! cor#orate !rou#s in India and a %eader in Asia' 2urin! the same
time MRF was se%ected as one of IndiaJs most admired mar+etin! com#anies by the readers of
the A4M ma!a"ine'
The com#anyJs turn oer crossed I0R ,9 bn in the year ,--9'In 2333$ MRF %aunched smi%e
cam#ai!n on Indian roads' It a%so %aunched GETS tyres for #assen!er cars in 2333'
MRF wins 12 #ower award in 2336 4 233/' So far it has ta+en : 12 awards'
I0 the year 233/$ MRFJs turnoer crossed I0R 63 bn mar+' In 2339$ MRF wins the itJs third
APRC ra%%y' In 233:$ MRFJs turnoer crossed the 9333 crore mar+'
COMPAN$ PROFIE
INTRODUCTION OF D.D. T$RES
Establis.me*t!
<n Feb ;
th
233:$ the 2'2' Tyres authori"ed dea%er for MRF tyres' It was
inau!urated by Shri Charantimath Prabhu Swamiji 4 Asst 2istrict Mana!er Mr' Pau% A%#%ar$
re!iona% office$ 8e%!aum'
MRF com#any fo%%ows the cor#orate identity for the estab%ishment of
showrooms across the country'
Cor#orate IdentityF
It means the com#any has its #o%icy in res#ect of %and$ bui%din!$ #aints 4 timin! of showroom'
It considers the fo%%owin! factors whi%e startin! a showroom as #er the Cor#orate Identity'
iC 7ocationF Eery commercia% #henomena needs a !ood %ocation' It u# %ifts the
business #rocess' 2'2'Tyres situated in a main road and it is connected to a bus stand'
iiC 8ui%din!F For customer attraction a we%% #%anned infrastructure is essentia%' It has
933 s*' ft area of show room' As we%% as 233 s* feet for !owdown$ which is connected
with show room'
iiiC MachineryF To insta%% the tyres in #ro#er way it has different machines %i+e ''$
aC Tyre Fermant machine
bC Air Com#ressor
cC Ahee% a%i!nment too%in! machine
iC 7aboursF The %abours are the base for any or!ani"ation' And in 8a!a%+ot$ there is
no #rob%em for re*uired %abours for this business' 2'2'Tyres has sufficient and s+i%%ed
wor+ers'
Mey Com#etitorsF 0ew%y estab%ished A##o%%o Tyres Show rooms and other %oca% branded
tyre showrooms' 8ut these hae not any si!nificant effect on show room actiities'
SPECIFICATIONS OF CORPORATE IDENTIT$
,C Showroom must be situated in a #%ace which shou%d hae easy connectiity'
2C Show room must hae the %en!th of 933 s*'ft'
6C Fronta!e of 23 feet connected with !owdon of minimum 233 s*'ft'
/C 2is#%ay of rac+s$ inside 4 outside showroom co%our$ dis#%ay boards$ ti%es$ rece#tion tab%e$
as #er the com#any s#ecifications'
9C Showroom shou%d hae automotie tyre fitment machine which must be #%aced in the
showroom isib%e to the customers'
:C Com#any decides month%y sa%es tar!et$ on the basis of #o#u%ation and number of
ehic%es' Tar!et !oes on renewin! and dea%er must com#u%sori%y achiee the tar!et'
;C Com#any has re!iona% offices$ so as to fu%fi%% the needs of a dea%er' It a%so has em#%oyed$
technica% su#erisor$ sa%es su#erisors'
DUTIES OF TECHNICA SUPER#ISION!
,C To %oo+ after the dea%ers #rob%ems'
2C To faci%itate any chan!es in #rice of a tyre any im#roements$ and to inform the new tyres
which are !oin! to introduce in the mar+et'
6C Technica% Su#erisor is a *ua%ified technica% #erson who actua%%y com#%eted en!ineerin!
and !ot trainin! re!ardin! tyres and tubes s#ecifications'
/C <ne re!iona% office coers / districts' 8a!a%+ot comes under re!iona% office of 8e%!aum'
9C Com#any usua%%y re#%aces tyres if tyres are found to hae minimum of 9N manufacturin!
defects'
DUTIES OF SAES SUPER#ISOR!
,C Twice in a month he isits the dea%er'
2C Co%%ects information about the customer'
6C Eisitin! each and eery customers and informin! them about *ua%ity and #rice of tyres'
/C He he%#s the dea%er to increase the sa%es and wor+s with them to achiee the month%y
tar!ets'
DEPARTMENT OF D.D.T$RES= BA/A7OT
To #roide better serice 22 TKRES has made 6 sections' They are as fo%%ows'
,C Sa%es Section
2C Accountant
6C Serice station
SAES SECTION
To achiee increased sa%es 22 TKRES has se#arate sa%es section' It #roides the
*uotations and a%% information re!ardin! the tyres to the customers' Sa%es section #%ays
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si!nificance ro%e in achiein! tar!ets by' It has to #roide a%% information re!ardin! sa%es to
re!iona% sa%es su#erisor'
ACCOUNT SECTION
It co%%ects a%% information of transaction and records in systematic manner' It maintains
different account boo+s for different tas+s' It a%so maintains %ed!ers and re!u%ar ba%ance
sheets'
SER#ICE SECTION
This de#artment #roides *ua%ity serice to customers' It fits the tyres in ri!ht #osition
with the he%# of tyre fitment machine' And it re#%aces the defectie tyres if the tyres found to
be 9N defecties and #roides tyre remo%din! faci%ity to customers in a %ess #rice'
FUNCTIONS OF THE SHO9 ROOM
IC Customer EisitF Customer care su#erisor attends the customer and !ies information
re!ardin! F
aC Mode%
bC Si"e
cC Price
dC Dua%ity
eC <ther information about tyres'
IIC Com#%aint of tyresF Com#%aints are ta+en from the customer recorded in the doc+ets
%i+e seria% number$ name of customer$ contact number$ date of #urchase and #urchase
bi%%'
IIIC If any car radia% tyres #urchased from the showrooms$ then the tyres wi%% be fitted in
the showroom with the he%# of automate tyre chan!er'
IEC 2ea%er has to #ay from his own #oc+et for any #romotiona% actiities underta+en by
him'
EC It co%%ects information re!ardin! to tyre users and sends it to re!iona% office'

DISRTIBUTION CHANNE! The com#any has ertica% mar+etin! system' The
structure of the mar+etin! system '
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It ino%es the distribution of tyres and tubes #urchased from the com#any' The
showroom ma+es the #urchase of tubes and tyres' For the 8e%!aum re!iona% office$ and
distributes tyres and tubes to the customer throu!h the show room'
The 2'2' Show room stands at the 2ea%ers sta!e in the networ+ of distribution' It
#erforms the o#erations accordin! to the #o%icies of the com#any'
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Type of tyres 2006-
07
2007-08 2008-09*
Truc+ ? 8uses 22 /: :3
7i!ht Commercia%
Eehic%es
. ,: 2.
1ee#?tre++er?Tra& / : ,3
Car 8IAS #%y / = =
Car radia%s 2/ /. ;3
Motorcyc%eB7i!ht
motorcyc%esC
-3 ,93 229
Mo#ed 9 ,2 ,9
Scooter / ,3 ,9
Auto 4 Ei+ram 62 .3 ,93
Tractor rear 2 / :
Tractor front / ,3 23
Tractor trai%or 2 2 2
/2
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RESEARCH METHODOO/$
To achiee the stated objectie a surey was conducted at 8a!a%+ot city re!ardin!
customer (satisfaction towards MRF Tyres) #roided by 2'2'Tyres show room 8a!a%+ot'
Primar- Data!
Primary data is co%%ected by the random sam#%in! method' Here we hae random%y
interiewed 93 customers throu!h Duestionnaire and #ersona% interiew and co%%ected the
#rimary data'
Seco*,ar- Data!
These are !enera%%y #ub%ished sources which hae been co%%ected ori!ina%%y for some
other #ur#ose$ they are not !athered s#ecia%%y to achiee the objecties of the #articu%ar research
#roject hands but a%ready assemb%ed'
S(r&e- Tec.*i>(es!
<nce the researcher has decided to use surey method for co%%ectin! data he has to
ma+e a decision to ado#t any one of the fo%%owin! surey techni*ues'
,' #ersona% interiew
2' te%e#hone surey
6' mai% surey
;(estio**aire
It is the most common%y used instrument in co%%ectin! #rimary data' A *uestionnaire
consistin! of set of *uestions #resented to a res#ondent for his?her answer' The *uestionnaire is
ery f%e&ib%e in the sense that there are many ways to as+ *uestions'
Data Collectio*!
Method used to co%%ect data for the study was throu!h surey' Surey is a systematic
co%%ection of information direct%y from the res#ondents> surey was throu!h #ersona% interiew
which ino%es co%%ection of data throu!h face to face communication with the he%# of
*uestionnaire'
Met.o, of Sampli*+!
8a!a%+ot city has a hu!e #o#u%ation and each #ersonJs o#inion cannot be co%%ected' So
the res#ondents were chosen random%y in 8a!a%+ot city'
Sample Si?e!
Sam#%e si"e for the study consisted of 93 #ersons residin! in 8a!a%+ot city' Amon! them
on%y some of them res#onded and others rejected to res#ond as they were not interested'
Sample U*it!
Customer of 2'2'Tyre showroom and owners of ehic%es in 8a!a%+ot City'
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CHAPTER III
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DATA ANA$SIS
AND
INTERPRETATION
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DATA ANA$SIS AND INTERPRETATION
Data A*al-sis!
I hae conducted mar+etin! surey on 93 customer to ana%ysis their satisfaction %ee%$ for
this #ur#ose I hae #re#ared a *uestionnaire to co%%ect the information from them' Amon! these
93 customers$ on%y some of them res#onded as #er that now we wi%% see the ana%ysis of the
co%%ected data'
,' The fo%%owin! tab%es shows the factors which motiated the customer to #urchase the
(MRF TKERS)
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FACT<RS C5ST<MERS
Friends .
8rand Ima!e -
Adertisement -
Re%aties .
Se%f=decision ,:
Tota% 93
93
Interpretation:
The aboe tab%e 4 !ra#h shows thatF
A' ,: customers hae #urchased MRF Tyres by there own decision'
8' . customers hae #urchased MRF Tyres by there Friends recommendation'
C' - customers hae #urchased MRF Tyres by its 8rand Ima!e'
2' - customers hae #urchased MRF Tyres on the basis of Adertisement'
E' . customers hae #urchased MRF Tyres on there Re%aties recommendation'
2' The fo%%owin! tab%es shows the %ee% of satisfaction of customer need?#ur#ose of
#urchasin! (MRF TKRES)
Fu%%y Satisfied 26
Satisfied ,;
2issatisfied ;
Fu%%y dissatisfied 6
Tota% 93
Interpretation:
The aboe !ra#h shows thatF
/9 N of #eo#%e are fu%%y satisfied with the #urchase of MRF tyres'
69 N of #eo#%e are just satisfied with the #urchase of MRF tyres'
,6N of #eo#%e are dissatisfied with the #urchase of MRF tyres'
; N of #eo#%e are fu%%y satisfied with the #urchase of MRF tyres'
6' As com#are to other tyres the (MRF TKRES) are rated as be%ow'
A@ Price of T-res
Stron!%y Satisfied ,9
Satisfied ,:
0ot Satisfied ,3
Fu%%y 0ot Satisfied -
Tota% 93
Interpretation:
63 N of customers are stron!%y satisfied with the #rice of MRF tyres'
69 N of customers are satisfied with the #rice of MRF tyres'
2, N of customers are not satisfied with the #rice of MRF tyres'
,/ N of customers are fu%%y not satisfied with the #rice of MRF tyres'
B@ ;(alit- Of T-res!
Stron!%y Satisfied 26
Satisfied ,9
0ot Satisfied .
Fu%%y 0ot Satisfied /
Tota% 93
Interpretation:
/9 N of customers are stron!%y satisfied with *ua%ity of the tyres'
63 N of customers are satisfied with *ua%ity of the tyres
,: N of customers are not satisfied with *ua%ity of the tyres
- N of customers are fu%%y not satisfied with *ua%ity of the tyres'
C@ D(rabilit- of T-res
Stron!%y Satisfied 26
Satisfied ,:
0ot Satisfied ;
Tota% 93
Interpretation:
/9N of customers are stron!%y satisfied with durabi%ity of tyres
62Nof customers are satisfied with durabi%ity or tyres
,/Nof customers are not satisfied with durabi%ity or tyres
-Nof customers are fu%%y not satisfied with durabi%ity of tyres'
D@ Performa*ce Of T-res!
Stron!%y Satisfied 2,
Satisfied ,;
0ot Satisfied ;
Fu%%y 0ot Satisfied 9
Tota% 93
Interpretation:
/2Nof customers are stron!%y satisfied with #erformance of tyres
69N of customers are just satisfied with #erformance of tyres
,/N of customers are not satisfied with #erformance of tyres
-N of customers are fu%%y not satisfied with #erformance of tyres
E@ Milea+e Of T-res!
Stron!%y Satisfied 2/
Satisfied ,9
0ot Satisfied ;
Tota% 93
Interpretation:
/.N of customers are stron!%y satisfied with the #erformance of tyres
63N of customers are on%y just satisfied with the #erformance of tyres
,6N of customers are not satisfied with the #erformance of tyres
-N of customers are fu%%y not satisfied with the #erformance of tyres
9C The fo%%owin! tab%es show the customer o#inion about (MRF TKRES)'
Fu%%y Satisfied ,/
Satisfied 2,
0ot satisfied .
Fu%%y 0ot Satisfied ;
Tota% 93
99
Interpretation:
As #er the aboe chart it shows the detai%sF
2. N of customers are fu%%y satisfied
/2 N of customers are satisfied
,; N of customers are not satisfied
,6 N of customers are fu%%y not satisfied
:C The fo%%owin! tab%eJs shows the behaior of the showroom #eo#%e whi%e ta+in! *uotations
or #urchasin! the (MRF TKRES)'
Eery Friend%y ,;
Friend%y 22
0ot friend%y /
2onJt +now ;
Tota% 93
Interpretation:
6/ N customer say that the behaior of showroom #eo#%e whi%e ta+in! *uotation or #urchasin!
MRF tyres were ery friend%y'
// N customer says that the behaior of showroom #eo#%e were friend%y
- N customer says the behaior of showroom #eo#%e not friend%y
,6 N customer says the behaior of showroom #eo#%e S donJt +now
;C The fo%%owin! tab%e shows the customers o#inion about serice char!es in show room'
Eery Reasonab%e ,9
Reasonab%e 2,
Cost%y .
Eery Cost%y :
Tota% 93
9;
Interpretation:
63 N of customers said that serice char!es are ery reasonab%e'
/2 N of customers said that serice char!es are reasonab%e'
,: N of customers said that serice char!es are cost%y
,2 N of customers said that serice char!es are ery cost%y
.C The fo%%owin! tab%es show why customer #refers (MRF TKRES)'
Dua%ity ,-
Price ,2
Serice .
2urabi%ity ,,
Tota% 93
Interpretation:
6. N customers #refers the MRF tyres due to the !ood Dua%ity
2/ N customers #refers the MRF tyres due to the reasonab%e #rice
22 N customers #refers the MRF tyres due to its durabi%ity
,: N customers #refers the MRF tyres due to its serice
-C The fo%%owin! tab%es shows the #rob%ems faced by customers whi%e #urchasin! (MRF
TKRES)
7ac+ of Information ,,
0on co=o#eration of show room #eo#%e /
2e%ay .
0o #rob%em ,;
Tota% 93
Interpretation:
22 N customer faced the #rob%em due to %ac+ of information
3; N customer faced the #rob%em due to non coo#eration of show room #eo#%e
,; N customer faced the #rob%em due to de%ay
9/ N customer faced no #rob%em
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CHAPTER IE
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FINDIN/S
6,N of customers hae #urchased on there own decision' They hae decision
on the basis of e&#erience and some customers hae ta+en after ma+in!
com#arison with other tyres' Hence it reea%s that customers are satisfied with
(MRF TKRES)
Majority of customers means /9N are satisfied with the fu%fi%%ment of their
need?#ur#ose'
<n%y 63N of customers are fu%%y satisfied with #rice of the tyres about 2,N
are not satisfied and ,/N of customers are fu%%y not satisfied with the #rice'
About /9N of customers are fu%%y satisfied$63N o f customers are on%y just
satisfied and ,:N are not satisfied with the *ua%ity'
About /9N of customers are satisfied with durabi%ity of tyres$ and ,/N are not
satisfied with durabi%ity'
About /2N of customers are fu%%y satisfied with the #erformance of the tyres$
and on%y ,/N are dissatisfied'
The customers are hain! a ery !ood o#inion about the MRF TKERES)
about 2.N are stron!%y satisfied with its #erformance$ and on%y ,;N are not
satisfied with #erformance'
The customers are hain! ery !ood o#inion about the behaior of showroom
#eo#%e about //N of customers are sayin! they are friend%y and on%y ,6N are
donJt +now'
The serice char!es are ery reasonab%e in the iew of about /6N of
customers and about ,,N of customers be%iee that the serice char!es are
cost%y'
Majority of customers are fu%%y satisfied with the (MRF TKRES)
SU//ESTIONS
SU//ESTIONS TO SHO9ROOM!
Showroom must recruit we%% *ua%ified and s+i%%ed %abours that care about the
customer' It wi%% abo%ish the #rob%em of uns+i%%ed and #oor *ua%ity serice'
Showroom em#%oyees and wor+ers shou%d maintain friend%y re%ation with eery
customers'
Showroom shou%d #roide the remo%din! system to the e&istin! customers'
Showroom shou%d maintain tyres$ tube$ air com#ression machines etc$' which are
needed to the customer at any time'
A%ways ado#t the im#roement of sericin! system and +ee# the showroom in
!ood conditions'
Babasabpatilfreepptmba.com :/
SU//ESTIONS TO COMPAN$!
o The com#any shou%d reduce the #rice of there #roducts'
o Im#roe the distribution networ+ and ma+e aai%ab%e the #roducts in
needed time of customers'
o Com#any a%ways +ee#s some #ri"es and !ifts to attract the customers'
o The #roducts shou%d adertised in the Re!iona% TE channe%s and in
%eadin! news#a#er must'

CHAPTER #
Babasabpatilfreepptmba.com ::
CONCUSION
Accordin! to the study I conc%ude that the MRF TKRES com#any satisfies the customer
need and the #ur#ose$ but on%y #rob%em is with the serice !ien to the customers by the
showroom' So$ as #er study in my o#inion based on #roject I can say that MRF TKRES shou%d
thin+ about the serice #roided by showrooms in order to ca#ture the ma&imum mar+et
se!ment'
Accordin! to 8a!a%+ot city the mar+et is ast a%most the who%e district customers and
other new #eo#%e #urchase the MRF Tyres because it is o%d brand runnin! tyres in mar+et'
A%most #eo#%e demands the MRF Tyres com#arin! to other com#any tyres'
Com#any #roide more adertisement and a%ways +ee# customers need with
dee%o#ment of MRF Tyres'
Babasabpatilfreepptmba.com :;
AC(stomers Satisfactio* to)ar,s MRF T$RES i* Ba+al8ot cit-B
QUESTIONNAIRE
Dear Sir/Madam,
(Please tick ( ) appropriate answer in the box / space)
I. C(stomer I*tro,(ctio*!
a' 0ame F UUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUU
b' Address F UUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUU
UUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUU
c' <ccu#ation ? 1obF UUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUU
II. 9.ic. factors moti&ate, -o( to p(rc.ase AMRF T$RESB:
AF Friends V W 8F 8rand Ima!e V W
CF Adertisement V W 2F Re%aties V W
EF Se%f decision V W FF <thers V W
III. To ).at e5te*t t.e AMRF T$RESB .as satisfie, -o(r p(rpose C *ee,:
AF Fu%%y Satisfied V W 8F Satisfied V W
CF 2issatisfied V W 2F Fu%%y 2issatisfied V W
I#. As compare to ot.er t-res .o) ,o -o( rate t.e follo)i*+ c.aracteristics of -o(r
AMRF T$RESB
Characteristics E&ce%%ent Eery !ood Iood Aera!e
Price
Dua%ity
2urab%e
Performance
Mi%ea!e
Babasabpatilfreepptmba.com :.
#! 9.at is -o(r opi*io* abo(t AMRF T$RESB:
AF E&ce%%ent V W 8F Eery Iood V W
CF Iood V W 2F 8ad V W
#I! ).at )as t.e be.a&ior of s.o) room people ).ile ta8i*+ >(otatio*s or ).ile
P(rc.asi*+ AMRF T$RESB:
AF Eery Friend%y V W
8F Friend%y V W
CF 0ot=Friend%y V W
2F 2onJt Mnow V D
#II! 9.at is -o(r opi*io* abo(t Aservice chargesB i* t.e s.o) room:
AF Eery Reasonab%e V W
8F Reasonab%e V W
CF Cost%y V W
2F Eery Cost%y V W
#III! 9.- ,i, -o( prefer AMRF T$REB:
AF Dua%ity V W
8F Price V W
CF Serice V W
2F 2urabi%ity V W
IE! 9.at problems face, ).ile p(rc.asi*+ AMRF T$RESB:
AF 7ac+ of informationJs V W
8F 0on co=o#erations of show room #eo#%es V W
CF 2e%ay V W
Babasabpatilfreepptmba.com :-
2F 0o #rob%em V W
E! /i&e -o(r &al(able s(++estio*s to impro&e AMRF T$RESB:
AF UUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUU
8F UUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUU
CF UUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUU
FFFFFFFFFFFFFFFTHANK YOU***************
BIBIO/RAPH$
To com#%ete this #roject I hae referred the fo%%owin! boo+sF
I. MAR7ETIN/ MANA/EMENT 1 PHIIP 7OTAR.
II. MAR7ETIN/ RESEARCH 1 TU ' HA97INS
III. 999.MRFT$RESINDIA.COM
Babasabpatilfreepptmba.com ;3
Babasabpatilfreepptmba.com ;,

The Customers Satisfaction Towards MRF Tyres

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The Customers Satisfaction Towards MRF Tyres

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CHAPTER I

To study the Customers Satisfaction towards MRF Tyres

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