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CONTENTS

1. Bonafide & forwarding certificate 2


2. Faculty guides certificate 3
3. Declaration
. !c"nowledge#ent $
$. Contents %
%. E&ecuti'e su##ary ()*
(. +ntroduction 1,)1$
-. Co#.any /rofile 1%)2%
*. /roduct /rofile 2(),
1,. Dealer /rofile 1)-
11. Swot analysis *)$,
12. 0esearc1 2et1odology $1)$(
13. Finding $-
1. Data !nalysis $*)%-
1$. 0eco##endation %*
1%. 3i#itations of Sur'ey (,
1(. Conclusion (1
1-. !nne&ure (2)(
1*. Bi4liogra.1y ($
1

E5EC6T+7E S622!08
Mahindra & Mahindra (M&M), the market leader in multi-utility vehicles in India. The
company started manufacturing commercial vehicles in 1!". M&M is the leader #y far
in commercial vehicle and the second largest in the passenger vehicle market. The
company is the $orld%s si&th largest medium and heavy commercial vehicle
manufacturing.
Mahindra is #est kno$n for utility vehicles and tractors in India, Its automotive division,
the company's oldest unit (founded in 1!"), makes (eeps and three-$heelers (not
passenger )auto ricksha$s,) #ut utilitarian delivery and flat#ed incarnations). M&M's
farm e*uipment sector, formed in 1+, during India's green revolution, manufactures
tractors and industrial engines. M&M also produces military vehicles. The company has
facilities located throughout India.
The survey involved gathering $ide information a#out the company, its products,
customer satisfaction and impact of various competitive firms on the company.
-rom the information collected, various aspects $ere identified $here the company needs
to focus more to improve the efficiency of marketing team of Mahindra .utomotives.
The research $as conducted through collection of primary and secondary data. /econdary
data $as collected through visiting various $e# sites, automo#ile maga0ines and other
relia#le sources. 1rimary data $as collected through a $ell-framed *uestionnaire, of
$hich later a detailed analysis $as done using various statistical I.T. tools like M/ 2ord
and M/ 3&cel.
4n the #asis, the secondary data analysis and the e&tensive analysis of the primary data,
interpretations $ere dra$n for the *uestions and conclusion is dra$n. 5ertain
suggestions are also dra$n from the analysis to help.
6
Mahindra .utomotives to increase its market share in commercial passenger segment and
M17s.
The main research that follo$ed is to kno$ Customer satisfaction towards Mahindra
and Mahindra /87. 9ue to the limited resources and time constraints, the study $as
conducted $ithin the area Deog1ar 9:1ar"1and;.
:esearch Methodology
. research process consists of stages or steps that guide the pro(ect from its conception
through the final analysis, recommendations and ultimate actions. The research process
provides a systematic, planned approach to the research pro(ect and ensures that all
aspects of the research pro(ect are consistent $ith each other.
:3/3.:5; 1:453//
The research process has four distinct yet interrelated steps for research analysis
It has a logical and hierarchical ordering<
= 9etermination of information research pro#lem.
= 9evelopment of appropriate research design.
= 3&ecution of research design.
= 5ommunication of results.
3ach step is vie$ed as a separate process that includes a com#ination of task , step and
specific procedure. The steps undertake are logical, o#(ective, systematic, relia#le, valid,
impersonal and ongoing.
,
/.M1>3 /I?3
I have targeted 1"@people in the age group a#ove 61 years for the purpose of the research.
The target population influences the sample si0e. The target population represents the
9elhi regions. . The people $ere from different professional #ackgrounds.
The details of our sample are e&plained in chapter named primary research $here the
divisions are e&plained in demographics section.
9.T. 54>>35TI4A
9ata collection took place $ith the help of filling of *uestionnaires. The *uestionnaire
method has come to the more $idely used and economical means of data collection. The
common factor in all varieties of the *uestionnaire method is this reliance on ver#al
responses to *uestions, $ritten or oral. I found it essential to make sure the *uestionnaire
$as easy to read and understand to all spectrums of people in the sample. It $as also
important as researcher to respect the samples time and energy hence the *uestionnaire
$as designed in such a $ay, that its administration $ould not e&ceed !-" mins. These
*uestionnaires $ere personally administered.
54A5>8/I4A/
Mahindra and Mahindra Motors has a very good market share in the state of
9eoghar(Bharakhand) for the /87 segment. The company is offering good services,
$hich is reflected on the satisfaction of the customer.Ma(ority of the customer are
satisfied $ith the design of the vehicle.
Mahindra & Mahindra motors are providing #etter facilities compair $ith other
#rand.
+NT0OD6CT+ON
5ustomer /atisfaction is the #u00$ord used #y the #usiness people for the success of
organi0ation in the present days. 9ue to the increases of heavy competition in every
product Cline it #ecome difficult for the companies to retain the customers for longer
time. /o retain the customer for longer time the marketer has to do only one things i.e.
!
customer satisfaction .If customer is fully satisfied #y the product it not only ru# the
organi0ation successfully #ut also fetch many #enefits for the company . They are less
process sensitive and they remain customer for a longer period. They #uy addition
products overtimes as the company introduce related produce related products or
improved, so customer satisfactions is gaining a lot of importance in the present day.
3very company is conducting survey on customer satisfaction level on their products .To
make the products up to the satisfaction level of customers.
This pro(ect is also done to kno$ the customers satisfaction on theMahindra and
Mahindra .utomo#iles. The impact of automo#ile industry on the rest of the economy
has #een so pervasive and momentous that is characteri0ed as second industrial. It played
a vital role in helping the nation to produce higher value good and services and in the
enhancing their skills and impose tremendous demand for automo#ile, lot of car
manufacturers company facing cut throat competition in the fields of technology and
price.
Custo#er Satisfaction Strategies Followed By 2&2
The different strategies follo$ed #y M&M consists of 5ustomer relationship
management, strategy to providing #etter facility to the o$ner, and strategy to provide
#etter after sales service to customer.
Custo#er 0elations1i. 2anage#ent
5:M as a tool $as used to create positive $ord-of-mouth, to monitor customer
e&periences and generate referrals. . series of 5:M activities $ere implemented $ith
regular direct communication, events and customer satisfaction surveys, 3vents, -estive
offers, :e$ards 1rogram, etc.
+NT0OD6CT+ON OF !6TO2OB+3E +ND6ST08
"
The automo#ile industry has changed the $ay people live and $ork. The earliest of
modern cars $as manufactured in the year 1D".
/hortly the first appearance of the car follo$ed in India. .s the century turned, three cars
$ere imported in Mum#ai (India). 2ithin decade there $ere total of 1@6" cars in the city.
The da$n of automo#ile actually goes #ack to !@@@ years $hen the first $heel $as used
for transportation in India. In the #eginning of 1"th century, 1ortuguese arrived in 5hina
and the interaction of the t$o cultures led to a variety of ne$ technologies, including the
creation of a $heel that turned under its o$n po$er. Ey 1+@@s small steam-po$ered
engine models $as developed, #ut it took another century #efore a full-si0ed engine-
po$ered vehicle $as created.
Erothers 5harles and -rank 9uryea introduced the actual horseless carriage in the year
1D,. It $as the first internal-com#ustion motor car of .merica, and it $as follo$ed #y
;enry -ord%s first e&perimental car that same year.
4ne of the highest-rated early lu&ury automo#iles $as the 1@ :olls-:oyce /ilver Fhost
that featured a *uiet +-cylinder engine, leather interior, folding $indscreens and hood,
and an aluminum #ody.
5hauffeurs usually drove it and emphasis $as on comfort and style rather than speed.
9uring the 16@s, the cars e&hi#ited design refinements such as #alloon tires, pressed-
steel $heels, and four-$heel #rakes.
Fraham 1aige 95 1haeton of 16 featured an D-cylinder engine and an aluminum
#ody.
The 1,G 1ontiac 9e >u&e sedan had roomy interior and rear-hinged #ack door that
suited more to the needs of families. In 1,@s, vehicles $ere less #o&y and more
streamlined than their predecessor $as.
+
The 1!@s sa$ features like automatic transmission, sealed-#eam headlights, and tu#eless
tires.
The year 1"G #rought po$erful high-performance cars such as Mercedes-Een0 ,@@/>. It
$as #uilt on compact and styli0ed lines, and $as capa#le of 6,@ kmph (1!! mph).
This $as the Indian automo#ile history, and today modern cars are generally light,
aerodynamically shaped, and compact.
Facts & Figures
The automo#ile industry in India is on an investment overdrive. Ee it passenger car or
t$o-$heeler manufacturers, commercial vehicle makers or three-$heeler companies -
everyone appears to #e in a scram#le to hike production capacities. The country is
e&pected to $itness over 0s 3,<,,, crore of investment #y 6@1@.
;yundai $ill also #e unmasking the 7erna and a #rand ne$ diesel car. =eneral 2otors
$ill #e launching a mini and may #e a compact car.
Most of the companies have made their intentions clear. 2aruti 6dyog has set up the
second car plant $ith a manufacturing capacity of 2.$ la"1 units per annum for an
investment of 0s %<$,, Crore (0s 3<2,, Crore for diesel engines and 0s 2<(1- Crore
for the car plant itself).
;yundai and Tata 2otors have announced plans for investing a similar amount over the
ne&t , years. ;yundai $ill #ring in more than 0s 3<-,, Crore to India.
Tata Motors $ill #e investing 0s 2<,,, Crore in its small car pro(ect.
=eneral 2otors $ill #e investing 0s 1,, Crore, Ford a#out 0s 3$, Crore and Toyota
announced modest e&pansion plans even as >onda Siel has earmarked 0s 3<,,, Crore
over the ne&t decade for India - a si0ea#le chunk of this should come 4y 2,1, since the
company is also looking to enter the lucrative small car segment.
G
.Talking a#out the commercial vehicle segment, !s1o" 3eyland and Tata 2otors have
each announced $ell over 0s 1<,,, Crore of investment. 2a1indra & 2a1indra?s
(oint venture $ith International Trucks is e&pected to see an infusion of at least 0s $,,
Crore.
+ndustry .erfor#ance in 2,,-),*
The Indian automotive market managed to stand up to the vagaries of the economic
meltdo$n to sho$ slightly gro$th during fiscal 6@@D-@. 4verall vehicle sales at *(.23
la"1 gre$ ,.(1 per cent from *%.$ la"1 units in 6@@G-@D.
2hen ma(or automotive markets reported a 3,), per cent decline, only a handful of
countries managed to sho$ gro$th. . fe$ months ago, India $as looking at negative
gro$th #ut has turned around. It is actually #etter than e&pected.
1assenger vehicle sales at 1$.$1 la"1 registered flat gro$th $hile commercial vehicle
sales sho$ed a 21 .er cent dro..
S+!2 has a positive outlook for the current financial year. 2hile it foresees a ()- .er
cent gro$th for the commercial vehicle segment, the industry #ody predicts a 3)$ .er
cent gro$th for passenger vehicles. The three-$heeler segment may gro$ $)- .er cent
gro$th $hile t$o $heelers may sho$ 3)$ .er cent gro$th.
The passenger vehicle market has $eathered the do$nturn largely due to market leader
2aruti Su@u"i $hich holds - .er cent of the market. The compact car giant clocked
(.22 la"1 units for 6@@D-@. 5losest rival >yundai 2otor India sold 2. la"1 cars, a
gro$th of 13 .er cent. Tata Motors% sales gre$ 1.3 .er cent at 2.3, la"1 units $hile
Mahindra & Mahindra posted 2.$ .er cent gro$th at 1.,% la"1 units.
D
Most premium carmakers sa$ volumes shrink last fiscal. Toyota Airlos"ar 2otorBs
num#ers fell 1$ .er cent to %<-*2 units $hile Ford +ndiaBs sales $ere do$n 1( .er
cent to 2(<*(% units. >onda Siel Cars India also sa$ a 1( .er cent drop at $2<2, units
$hile =eneral 2otors India $as do$n - .er cent to %1<$2% units.
.mong commercial vehicle makers, all ma(or players sa$ su#stantial fall in volumes.
Market leader Tata 2otors $ith a %, .er cent plus share, sho$ed 22 .er cent drop in
num#ers at 2.3 la"1 units $hile .shok >eyland sho$ed 3( .er cent drop at (<%32.
3icher%s sales volume fell 3( .er cent at 1(<31 units and -orce Motors $as do$n 2-
.er cent at (<-1* units. HThe freight movement is unlikely to improve this fiscal $hich
$ill impact truck sales.
T$o-$heeler sales gre$ 2.% .er cent to (.3- la"1 units. H;ero ;onda has made up for
the erosion of sales volume for other t$o-$heeler makers including Ea(a( .uto and T7/
Motor 5ompany,I said Mr. Matta. ;ero ;onda clocked 3%., la"1 units, a gro$th of
12.$ .er cent. Ea(a( .uto%s volumes dropped 23 .er cent to 12.-% la"1 units $hile T7/
sa$ a marginal decline at 11.3% la"1 units. >onda Motorcycle and /cooter India%s sales
surged 1% .er cent to 1,.1$ la"1 units.
OB:ECT+7ES OF T>E ST6D8

The study has #een under taken to analy0e the customer satisfaction to$ards all variant of
Mahindra Motors in 9eoghar (Bharkhand) $ith a special reference to the M&M motors,
the other o#(ectives are<
To gather information a#out customer satisfaction to$ard Mahindra and Mahindra
Motors in the geographic region of 9eoghar (Bharkahnd).
To kno$ the customer perception a#out features, lo$ maintenance cost and looks
of Mahindra and Mahindra Motors.
To kno$ the customer satisfaction a#out the safety and comforta#le 7echiles of
Mahindra and Mahindra .
To provide suggestions, in improving the customer satisfaction and the company
sales and profita#ility
To kno$ the customer satisfaction to$ards the after sales service offers #y M&M.
CO2/!N8 /0OF+3E
1@
>STO08 OF 2!>+ND0! & 2!>+ND0! !6TO2OT+7E
Mahindra & Mahindra (M&M) $as esta#lished in 1!" as Mahindra & Mohammed.
>ater on, after the partition of India, one of the partners - Fhulam Mohammad - returned
to 1akistan, $here he #ecame -inance Minister. .s a result, the company $as renamed to
Mahindra & Mahindra in 1!D.
M&M started its operation as a manufacturer of general-purpose utility vehicles. It
assem#led 5J9 (eeps in 1!. 4ver the passing years, the company e&panded its
#usiness and started manufacturing light commercial vehicles (>57s) and agricultural
tractors.
.part from agricultural tractors and >57s, Mahindra & Mahindra also sho$ed its
de&terity in manufacturing army vehicles. /oon, it started its operations a#road, through
its plants set up in 5hina, the 8nited Jingdom and the 8/..
M&M partnered $ith companies prominent in the international market, including :enault
/., International Truck and 3ngine 5orporation, 8/., in order to mark its glo#al
presence. M&M also started e&porting its products to several countries across the $orld.
/u#se*uently, it set up its #ranches including Mahindra 3urope /rl (#ased in Italy),
Mahindra 8/. Inc., Mahindra /outh .frica and Mahindra (5hina) Tractor 5o. >td.
11
.t the same time, M&M managed to #e the largest manufacturer of tractors in India, #y
holding leadership in the market of the country, for around 6" years. The company is an
old hand in designing, developing, manufacturing and marketing tractors as $ell as farm
implements. It made its entry to the passenger car segment in India, $ith the manufacture
of >ogan (mid-si0e sedan) in .pril 6@@G, under the Mahindra :enault colla#oration.
/oon after the considera#le success of >ogan, M&M started launching a $ide range of
>57s and three $heelers as $ell as /87s including /corpio and Eolero. In the present
time, Eolero has gained immense popularity in India. It is one of the most opted vehicles
in its.
S67 /0OD6CT OF 2!>+ND0! !ND 2!+ND0!
2!>+ND0! BO3E0O
Mahindra Eolero is one of the most successful and popular utility vehicle of the
Mahindra and Mahindra Froup. The car is ro#ust in appearance and it has #een elegantly
designed, keeping in mind the conditions of the Indian roads.
Mahindra Eolero is also among the #est fuel-efficient cars of India as the manufacturer
has e*uipped it $ith a 6"@@ cc diesel engine $ith"- speed transmission.
2!>+ND0! SCO0/+O
Mahindra & Mahindra >imited launched Mahindra /corpio as its first /ports 8tility
7ehicle in India in 6@@6.
This /87 has redefined the e&pectations for the design of /87s $ith its sturdy looks and
po$erful performance, the sophisticated interior design adds to the further glory to the
16
appearance.
2!>+ND0!+N=EN+O
Mahindra & Mahindra is planning to launch a ne$ multi-purpose vehicle (M17) to take
on the Toyota Innova and the 5hevrolet Tavera in #oth the individual #uyer and ta&i
segments. Mahindra has currently named the pro(ect Ingenio. The vehicle is e&pected to
hit the market in6@@
2!>+ND0! 0EN!63T 3O=!N
Much a$aited Mahindra-:enault >ogan has #een launched in India. This compact sedan
is a spacious, practical and afforda#le vehicle. The outlook of >ogan is impressive and
the #asic version is a value for money, ho$ever the top-end versions are a #it high on
price. The prominent feature of this car is its performance, interiors and economy.
2!>+ND0! 583O
Mahindra & Mahindra >imited launched their latest Multi 8tility 7ehicle (M87) HKyloI
in India on Banuary 1,, 6@@. The car #oasts of having all the lu&urious features that are
seen in today%s sedans, $ith the ample space of a utility vehicle. Kylo's muscular stance
contri#utes to its commanding road presence. -ully packed $ith the latest features, the
M87 is sure to impress Indian consumers and provide a stiff competition to the other
vehicles $ithin its class.

/erfor#ance Of 2a1indra 583O
8nder the hood of Mahindra Kylo lies a !-cylinder tur#ocharged, m3agle diesel engine,
$hich generates a po$er of 116#hp L ,D@@ rpm and a peak tor*ue of 6! kgm L 1D@@-
,@@@ rpm. The po$erful engine is developed on the A3- 5:9e platform and is mated to
"-gears manual transmission. The car accelerates from rest to +@ kmMh in (ust ".D seconds.
1,
2+3STONE< !C!0DS !ND !CCO3!DES
2&2Bs %1st year was studded wit1 a nu#4er of notewort1y ac1ie'e#ents<
.restigious .ri@es and glittering awards.
D6!3 >ONO60S FO0 C>!+02!N 20. AES>6B 2!>+ND0!
5hairman, 2r. Aes1u4 2a1indra $as a$arded the HEusiness 7isionary .$ard 6@@+I
instituted #y the Aational Institute of Industrial 3ngineering (AITI3), Mum#ai.
5hairman, Mr. Jeshu# Mahindra $as also a$arded the prestigious IE/ Jolkata >ifetime
.chievement .$ard for his Nunparalleled contri#ution to industrial gro$th and social and
economic development of the community%.
The Institute of 5hartered -inancial .nalysts of India%s (I5-.I) India Eusiness /chool
(IE/) presented it, Jolkata, at the /trategy /ummit 6@@G, held in Jolkata.
S3EC OF >ONO60S FO0 20. !N!ND 2!>+ND0!
Mr. .nand Mahindra, 75 & M9, Mahindra Froup, received a num#er of prestigious
a$ards in 6@@+-@G, including<
The prestigious 5AE5 .sia Eusiness >eader of the Oear .$ard for the Oear 6@@+ as
$ell as the 5AE5 T7 India HEusiness >eader of the Oear .$ardI.
The N534 of the Oear% a$ard at the India Erand /ummit 6@@+ co-sponsored #y
Eusiness /tandard and ITM Eusiness /chool in association $ith Times Ao$ and
9A. ne$spaper.
The >M. 3ntrepreneur of the Oear 6@@+ a$ard, instituted #y the >udhiana
Management .ssociation (>M.).
The Most Inspiring 5orporate >eader of the Oear% .$ard #y A9T7 1rofit
The A9T7 1rofit C 5ar & Eike .$ard 6@@G for .utomo#ile Man of the Oear.
1!
2r. !nand 2a1indra $as also nominated as a Mem#er of the 5ouncil of the 3&ecutive
5ommittee of the Aational /ports 9evelopment -und (A/9-) of the Fovt. of India. ;e
$as featured in the list of "@ Most Influential Indians in Eusiness 2eek%s edition dated
.ugust 1,, 6@@G
>+=>EST C0+S+3 0!T+N= FO0 2&2
M&M has received the highest Fovernance & 7alue 5reation rating, 5:I/I> F75 >evel
- I from 5:I/I> for the a#ility to create value for all stakeholders, $hile adopting sound
corporate governance practices.
D6N & B0!DST0EET !2E0+C!N E5/0ESS CO0/O0!TE !C!0DS 2,,%
Mahindra & Mahindra $as rated as the leading Indian company in the .utomo#ile -
Tractors sector in the N9un & Eradstreet C .merican 3&press 5orporate .$ards 6@@+%.
The .utomo#ile /ector comprises of three categories C 1assenger 7ehicles, 5ommercial
7ehicles and Tractors.
These a$ards recogni0e the virtues of si0e and gro$th in the a$ards methodology. M&M
ranked Ao. 1 in these t$o segments in the premier 9un & Eradstreet India pu#lication,
India%s Top "@@ 5ompanies 6@@+.
2!>+ND0! 0ECE+7ES !2+T8 >0 E5CE33ENCE !C!0D
Mahindra & Mahindra $as honored $ith the .mity ;: 3&cellence .$ard at the -ourth
.mity Flo#al ;: /ummit 6@@G held at the .mity International Eusiness /chool, Aoida.
The .mity ;: 3&cellence .$ard recogni0ed Mahindra as one the most admired
companies across the glo#al on account of its innovative strategies for ;uman :esources
Management and 9evelopment.
1"
=3OB!3 >0 E5CE33ENCE !C!0D FO0 2&2
Mahindra & Mahindra $on the Flo#al ;: 3&cellence .$ard for Innovative ;: practices
(Manufacturing /ector), in the .sia 1acific ;:M 5ongress, held in Mum#ai. These
a$ards recogni0e organi0ations and individuals $ho have em#raced change, encouraged
constructive challenges and demonstrated entrepreneurial skills in the corporate $orld.
2&2 C+NS BO2B!8 C>!2BE0 =OOD CO0/O0!TE C+T+DEN !C!0D
2,,%),(
M&M $as presented $ith the coveted Eom#ay 5ham#er Food 5orporate 5iti0en .$ard
6@@+-@G at a glittering ceremony held to cele#rate the 5ham#er%s 1G6nd -oundation 9ay
on /eptem#er 61, 6@@G. Mr. Eharat 9oshi, 3&ecutive 9irector, M&M >td. and Mr.
:a(eev 9u#ey, Mem#er of the Froup Management Eoard and 5hairman, Mahindra &
Mahindra 5/: 5ouncil, received the a$ard on #ehalf of the company.
This .$ard recogni0es and honors conspicuous achievement #y corporate organi0ations
#y $ay of service to the civic community, in addition to outstanding operational
performance. It takes into account several parameters, including Eusiness 1erformance,
5orporate Interests, 3mployee 2elfare, 5ustomer and /takeholder /atisfaction and
/ocial Investment.
=O3DEN /E!COCA !C!0D FO0 E5CE33ENCE +N CO0/O0!TE
=O7E0N!NCE
Mahindra & Mahindra $on the coveted Folden 1eacock .$ard for 3&cellence in
5orporate Fovernance 6@@+. This a$ard validates the company%s NEest-in-5lass%
corporate governance practices and reflects its transparent and ethical dealings $ith
stakeholders across the entire value chain. It recogni0es the Management%s commitment
to the highest standards of corporate conduct and its commitment to 5orporate /ocial
:esponsi#ility as a distinct activity that helps #uild commenda#le social values and adds
to the ethical fi#er of the organi0ation.
1+
BEST !6TO2OT+7E 2!N6F!CT60+N= S6//38 C>!+N E5CE33ENCE
!C!0D
Mahindra & Mahindra has #een a$arded as the organi0ation $ith the HEest .utomotive
Manufacturing /upply 5hain 3&cellenceI. The a$ards $ere presented #y India Times
Mindscape (Times of India Froup) along $ith the Eusiness India Froup at the 3&press,
>ogistics & /upply 5hain .$ards held in Mum#ai on /eptem#er 6D, 6@@G. .. 5.
Aeilson is accredited $ith the research for the a$ard nominees and $inners.
>+=> 0!NA+N=S FO0 2!>+ND0!
M&M $as ranked second in the prestigious e Most Trusted 5ar 5ompany in India study
conducted #y TA/. M&M scored 16G points, (ust seven points #elo$ the top ranking
company, according to a TA/ communi*uP.
M&M $as ranked 1!th in The 3conomic Times prestigious N3T "@@% list of top
achieving companies in India. The company has moved up four ranks from last
year. To *uote from the N3T "@@% $rite-up< HM&M%s Nart-to-part% strategy of
diversification into the auto parts value chain and its plans for ne$ platforms for
utility vehicles and (oint venture $ith :enault for >ogan have led to a gain in
ranks.I
M&M $as ranked 66nd in Eusiness India%s annual survey of the country%s top
companies - /uper 1@@
M&M $as ranked ,1st in Eusiness Today%s annual survey of India%s most
valua#le companies
1G
2+3ESTONE OF 2!>+ND0! !ND 2!>+ND0!
1D
8E!0 !C>+E72ENTS
1!G In 4cto#er, the first #atch of G" 8tility 7ehicles (87s) imported in 5J9
condition from 2illys overland 3&port 5orporation.
1! >ease of 11,@G1 /*. yards at Ma0agaon from Eritish India /team navigation.
The first 2illys 4verland Beep #uilt in India at the .ssem#ly 1lant , Ma0agaon,
Eom#ay (no$ Mum#ai).
1"! Manufacture of 7ehicles undertaken in colla#oration $ith Jaiser Beep
5orporation and .merican Motors 5orporation.
1+6 Indigenous content of Beep goes up to G@ per cent. To centralise manufacturing
operations, 1,G acres of land purchased at Jandivli.
1+" -5 1"@ 1etrol Trucks introduced.
1+G T$o $heelers drive 8tility 7ehicles introduced. The 1@1) $heel #ase and Metal
Eody 87s introduced. Indigenous content goes up #y G per cent.
1+ The start of vehicles e&port. 3&port of total 16@@ 87s along $ith spare parts to
Ougoslavia. 3&ported also to 5eylon, /ingapore, 1hilippines and Indonesia.
1
6@
/0OD6CT /0OF+3E
2!>+ND0!E SCORPIO
2!>+ND0! BOLERO
2!>+ND0! E XYLO
61
2!>+ND0! 0EN!63T LOG!
2!>+ND0! E MRS"L
2!>+ND0! E MXX
66
BO3E0O 7!0+!NTS
Bolero S35
Features and S.ecification
Make Mahindra
Model Eolero
7ariant />K
Eody Type /87
Ao. of 9oors "
Fuel EfficiencyF
5ity Mileage .! kmpl
;igh$ay Mileage 16.! kmpl
-uel 5apacity +@ liters
-uel Type 9iesel
-uel Frade -
Engine /ara#etersF
9isplacement 6"6,cc
Eore -
/troke -
5ylinder 5onfiguration ! inline
7alve Fear 4peration -
5ompression :atio -
Ao. of 7alves D
.spiration Tur#o 5harged
-uel /ystem 9I
;orse 1o$er +,.16L,6@@ psLrpm
Tor*ue 1D@L1!!@ AmLrpm

Steering and Sus.ension
/teering Type :ack and pinion, po$er assist
1o$er /teering Oes
-ront /uspension Independent $ith coil spring
:ear /uspension >eaf spring
6,
Di#ensionsF
>ength !@"+ mm
;eight 1DD@ mm
2idth 1++@ mm
2heel Ease 6+D@ mm
5learance 6@@ mm
Eoot -
-ront ;ead :oom Min< +@mm Ma&< +@mm
-ront >eg :oom -
:ear ;ead :oom Min< +@mm Ma&< +@mm
:ear >eg :oom Min< G!mm Ma&< !mm
Jre#s 2eight Min< 1+1"kg Ma&< 1+1" kg
Fross 2eight
Dri'e Train
Type Manual
Fears "
9rive >ine :29
Co#forts Features
.M M -M :adio 1resent

3&cept .M M -M radio there is no other comfort is provided.
SafetyF There is no safety feature included in Eolero />K including antitheft system etc.
BO3E0O S3E
Feature and S.ecification
Make Mahindra
Model Eolero
7ariant />3
6!
Eody Type /87
Aum#er of 9oors "

Fuel EfficiencyF
5ity Mileage ." kmpl
;igh$ay Mileage 1,.6 kmpl
-uel 5apacity +@ liters
-uel Type 9iesel
-uel Frade -
Engine /ara#etersF
9isplacement 6"6,cc
Eore -
/troke -
5ylinder 5onfiguration ! inline
7alve Fear 4peration -
5ompression :atio -
Ao. of 7alves D
.spiration Tur#o 5harged
-uel /ystem 9I
;orse 1o$er +,.16L,6@@ psLrpm
Tor*ue 1D@L1!!@ AmLrpm


Steering and Sus.ension
/teering Type :ack and pinion, po$er assist
1o$er /teering Oes
-ront /uspension Independent $ith coil spring
:ear /uspension 1ara#olic >eaf spring
Di#ensionsF

6"
>ength !@"+ mm
;eight 1DD@ mm
2idth 1++@ mm
2heel Ease 6+D@ mm
5learance 1D@ mm
Eoot -
-ront ;ead :oom -
-ront >eg :oom -
:ear ;ead :oom -
:ear >eg :oom -
Jre#s $eight Min< 1+1"kg Ma&< 1+1" kg
Fross $eight -
Dri'e Train

Type Manual
Fears "
9rive >ine :29

Co#fort Features

!ir)Conditioning 8es
3&cept .ir conditioning, no other comfort features are present in the Eolero />3.
/ame as />K no safety features are present in the Eolero />3.
6+
BO3E0O D+D
Feature and S.ecification
Make Mahindra
Model Eolero
7ariant 9I?
Eody Type /87
Aum#er of 9oors "

Fuel EfficiencyF
5ity Mileage ." kmpl
;igh$ay Mileage 1,.6 kmpl
-uel 5apacity +@ liters
-uel Type 9iesel
-uel Frade -
Engine /ara#etersF
9isplacement 6"6,cc
Eore -
/troke -
5ylinder 5onfiguration ! inline
7alve Fear 4peration -
5ompression :atio -
Ao. of 7alves D
.spiration -
-uel /ystem 9I
;orse 1o$er +,.16L,6@@ psLrpm
Tor*ue 1,G."L6@@@-6"@@ AmLrpm


Steering and Sus.ension
6G
/teering Type :ack and pinion, po$er assist
1o$er /teering Oes
-ront /uspension Independent $ith coil spring & anti
roll #ar
:ear /uspension 1ara#olic >eaf springs
Di#ensionsF
>ength !@"+ mm
;eight 1DD@ mm
2idth 1D1" mm
2heel Ease 6+D@ mm
5learance 6@@ mm
Eoot -
-ront ;ead :oom -
-ront >eg :oom -
:ear ;ead :oom -
:ear >eg :oom -
Jre#s $eight Min< 1+1"kg Ma&< 1+1" kg
Fross $eight ".! kg
Dri'e Train
Type Manual
Fears "
9rive >ine :29
This model of Mahindra Eolero do not consist any comfort features and safety features.
BO3E0O D+
Feature and S.ecification
Make Mahindra
Model Eolero
7ariant 9I
Eody Type /87
Aum#er of 9oors "

Fuel EfficiencyF
6D
5ity Mileage 1@.G kmpl
;igh$ay Mileage 16. kmpl
-uel 5apacity +@ liters
-uel Type 9iesel
-uel Frade -
Engine /ara#etersF
9isplacement 6"6,cc
Eore -
/troke -
5ylinder 5onfiguration ! inline
7alve Fear 4peration -
5ompression :atio -
Ao. of 7alves D
.spiration Tur#o 5harged
-uel /ystem 9I
;orse 1o$er +,.@DL,6@@ psLrpm
Tor*ue 1D@L1!!@ AmLrpm


Steering and Sus.ension
/teering Type :ack and pinion, po$er assist
1o$er /teering Ao
-ront /uspension Independent $ith coil spring
:ear /uspension >eaf springs
Di#ensionsF
>ength !6+@ mm
;eight 1D1@ mm
2idth 1D1" mm
2heel Ease 6+D@ mm
5learance 1D, mm
Eoot -
6
-ront ;ead :oom Min< +@mm Ma&< +@mm
-ront >eg :oom -
:ear ;ead :oom Min< +@mm Ma&< +@mm
:ear >eg :oom Min< G!mm Ma&< !mm
Jre#s $eight Min< 1+1"kg Ma&< 1+1" kg
Fross $eight -
Dri'e Train
Type Manual
Fears "
9rive >ine :29
Co#fort Features
!ir)Conditioning 8es
3&cept .ir conditioning, no other comfort features are present in the Eolero />3.
/ame as />K no safety features are present in the Eolero />3.
BO3E0O D+ /36S
Feature and S.ecification
Make Mahindra
Model Eolero
7ariant 1lus
Eody Type /87
Aum#er of 9oors "

,@
Fuel EfficiencyF
5ity Mileage .! kmpl
;igh$ay Mileage 1,.1 kmpl
-uel 5apacity +@ litre
-uel Type 9iesel
-uel Frade -
Engine /ara#etersF
9isplacement 6"6,cc
Eore -
/troke -
5ylinder 5onfiguration ! inline
7alve Fear 4peration -
5ompression :atio -
Ao. of 7alves D
.spiration Tur#o 5harged
-uel /ystem 9irect In(ection
;orse 1o$er +,.@DL,6@@ psLrpm
Tor*ue 1D@L1!!@-1""@ AmLrpm

Steering and Sus.ension
/teering Type :ack and pinion, po$er assist
1o$er /teering Ao
-ront /uspension Independent $ith coil spring &
anti roll #ar
:ear /uspension 1ara#olic >eaf springs
Di#ensionsF
>ength !!!@ mm
;eight 1GG mm
2idth 1++@ mm
2heel Ease 6G! mm
5learance 1" mm
Eoot -
-ront ;ead :oom -
-ront >eg :oom -
:ear ;ead :oom -
,1
:ear >eg :oom Min< G!mm Ma&< !mm
Jre#s $eight Min< 1+1"kg Ma&< 1+1" kg
Fross $eight -
Dri'e Train
Type Manual
Fears "
9rive >ine :29
Co#fort Features

!ir)Conditioning 8es
3&cept .ir conditioning, no other comfort features are present in the Eolero />3.
/ame as />K no safety features are present in the Eolero />3
DE!3E0 /0OF+3E

Our DistinctionF
,6
T1is is one of the largest authori0ed dealers for Mahindra & Mahindra .utomotives.
:ecord sales in the first year of operation.
/artners in /rogressF
2e are the preferred partners of M&M automotives, chiefly due to our successful sales
record and *uality. 4ur facilities have remained unsur.assed, as $e strive everyday to
#etter our self.
Co##anding /resenceF
F > Motors as a centrali0ed air-conditioned sho$room of M&M automotives its kind in
:1ar"1and< spread gracefully and decorated elegantly over an impressive D1@@ s*.ft at
9eoghar, Eeing e*uipped $ith affa#le front office staff and adept professional
technicians, 1rovide a perfect of *uality /ervice and :elia#ility.
S.ace FriendlyF
The interiors are aimed at making you feel completely at ease, In lu&ury. Eecause for us
the customer is king, one $ho deserves a regal offering. The setting is apt for times $hen
you need to s$itch into a rela&ed state of mind.
Tec1nology to Stay !1eadF
2e are e*uipped $ith the latest technological advancement in the industry, in order to
give the #est of services $hen it matters. Aot (ust to #e part of, Eut to #uild the future, is
our motto.
!#4ience t1e E&ude 0ela&ationF
4urs is one of the fe$ service centers to #e e*uipped $ith a fully-fledged customer-
$aiting lounge. . part from a television and pool ta#le, it had a $ed kiosk to keep u
connected all the time.
Ser'ice wit1 Co##it#entF
,,
4ur dedicated team of mechanical specialty offers e&pert treatment for your vehicle. 2e
ensure consistency in performance each time, $ithout fail.
!ttention to DetailsF
2e provide genius spare parts and accessories to ensure e&ceptional performance. 3very
single aspect related to your vehicle is taken care of at our premises.
Dealing 2ade Con'enientF
It is a part of our commitment policy to give advantage to the customer at every (uncture.
2e offer assistance of every kind at our premises itself, $hich makes it a one stop
facility.
E&.ert =uidance at E'ery Ste.F
4ur sales team gives utmost priority to your satisfaction. 2hen you need help to make
the right choice, it is ensured that the result is #eyond your e&pectations. Thus making it a
point that you get the #est in #oth lu&ury and comfort al$ays.
2odelsF Mahindra & Mahindra has #een launching various type of M87s and cars from
the year of 1!", keeping in mind the *uality, design, driving, comfort, fuel efficiency,
and service and resale value. These from a formida#le force that gives our customers the
pride and the (oy of value forever. 2hat drives M&M is
5ommitment
>eadership
.ny an eye for appropriate technology.
/ince 1!", $hen M&M first #egan manufacturing M87s & >57s, M&M have #een
engaged in a single-minded endeavor to #ring you cars that only state-of-the-art, #ut are
also some f the most environment-friendly vehicles in this $orld-a reflection of our
commitment and care, for #etter environment.
,!
.t the heart of every M&M is a uni*ue engineering and an optimal mi& of po$er and
economy.
.ll this is supported #y M&M nation C $ide dealership net$ork and automated
$orkshop that provide e&cellent after sale service
The company has constantly e&ploring ne$ opportunity to define the shape to tomorro$%s
driving technology.
/ro#otional !cti'itiesF
The promotional activities adopted #y F > Motors are
Test Dri'ing
Free Dri'ing
>oarding
Discounts
!d'ertise#ent in News.a.er and #aga@ines
=ift Sc1e#es
Free Ser'ices
2ileage Contents
1romotional e&penses have #een #orne #y #oth F > Motors and M&M, shares in
advertisement cost.
Ser'ice OfferedF
/i& /ervice and paid service after sale of 5ars.
-ree checkups campaigns
,"
-inance through #ank
9emonstration for ne$ products
.cceptance of $arranty claims
Cor"ing Ti#e in = 3 2otorsF
2orking hours in F > Motors are 16 hours per day starting from <,@ am to <,@pm $ith
one-hour #reak for lunch and 1" minutes for evening tea and coffee.
/0OD6CT !7!+3!B3E !T = 3 2OTO0S F
F > Motors has franchise of M&M 5ompany. M&M 5ompany manufacturer various
types of M87s and >57s.
,+
T1ese areF
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SCOT !N!38S+S
Strengt1F
(a) Trust people are having in the #rand name Mahindra motors.
(#) /trong relationship $ith dealers
(c) Aum#er of authori0e service station is in good num#er than that of competitors
(d) 1roduct is #ased on M-;.3J and 5:9 engine $hich are successfully running on
roads.
!@
(e) Most of the market is credit driven so easy finance provided #y Mahindra motors
(Mahindra finance) itself and others is an edge over competitors.
(f) /tylish $hen compared to Tata product.
(g) More spacious than Tata product.
(h) /afer than Tata product.
(i) The si0e of fuel cylinder is large. Therefore to go num#er of times to a petrol pump
for filing.
Cea"nessesF
(a) 9ealers are selling vehicles at different prices in a singal city.
(#) 5hanging of original parts #y a dealers.
(c) Type of M:- is not having a very good claim processing system. 5laim processing
is carried out only t$ice a $eek.
(d) .verage is less than that of tata product.
(e) Maintenance cost is high.
(f) 7ehicle is out of the reach middle class #ecause initial of Mahindra sports utility v is
a#ove ! lakhs.
(g) :ising cost of ra$ materials resulting in la$ margins. Therefore discounts cant #e
offered
!1
O..ortunitiesF
(a) Improving road infrastructure.
(#) /tandard of living of country people are improving day #y day #ecause of increasing
per capita income so there is a chance ofspreading the #usiness in every nook corner
of the city.
(c) >enient norms for generation of permits.
T1reatsF
(a) 9emand contraction due to marketupheaval.
(#) /trong presence of TaTa product maruti product
0esearc1 2et1odology
. research process consists of stages or steps that guide the pro(ect from its conception
through the final analysis, recommendations and ultimate actions. The research process
provides a systematic, planned approach to the research pro(ect and ensures that all
aspects of the research pro(ect are consistent $ith each other.
:esearch studies evolve through a series of steps, each representing the ans$er to a key
*uestion.
+NT0OD6CT+ON
!6
This chapter aims to understand the research methodology esta#lishing a frame$ork of
evaluation and revaluation of primary and secondary research. The techni*ues and
concepts used during primary research in order to arrive at findingsQ $hich are also dealt
$ith and lead to a logical deduction to$ards the analysis and results.
0ESE!0C> DES+=N
I propose to first conduct a intensive secondary research to understand the full impact and
implication of the industry, to revie$ and criti*ue the industry norms and reports, on
$hich certain issues shall #e selected, $hich I feel remain unans$ered or lia#le to
change, this shall #e further taken up in the ne&t stage of e&ploratory research. This stage
shall help me to restrict and select only the important *uestion and issue, $hich inha#it
gro$th and segmentation in the industry.
T1e 'arious tas"s t1at + 1a'e underta"en in t1e researc1 design .rocess are <
=@ 9efining the information need
=1 9esign the e&ploratory, descriptive and causal research.
RESERC" PROCESS
The research process has four distinct yet interrelated steps for research analysis
It has a logical and hierarchical ordering<
=6 9etermination of information research pro#lem.
=, 9evelopment of appropriate research design.
=! 3&ecution of research design.
=" 5ommunication of results.
!,
3ach step is vie$ed as a separate process that includes a com#ination of task , step and
specific procedure. The steps undertake are logical, o#(ective, systematic, relia#le, valid,
impersonal and ongoing.
EXPLOR#ORY RESERC"
The method I used for e&ploratory research $as
=+ 1rimary 9ata
=G /econdary data
PRIMRY $#
Ae$ data gathered to help solve the pro#lem at hand. .s compared to secondary data
$hich is previously gathered data. .n e&ample is information gathered #y a
*uestionnaire. Rualitative or *uantitative data that are ne$ly collected in the course of
research, 5onsists of original information that comes from people and includes
information gathered from surveys, focus groups, independent o#servations and test
results. 9ata
gathered #y the researcher in the act of conducting research. This is contrasted to
secondary data, $hich entails the use of data gathered #y someone other than the
researcher information that is o#tained directly from first-hand sources #y means of
surveys, o#servation or e&perimentation.
/ri#ary data is 4asically collected 4y getting Guestionnaire filled 4y t1e
res.ondents.
SECOND!08 D!T!
Information that already e&ists some$here, having #een collected for another purpose.
/ources include census reports, trade pu#lications, and su#scription services. There are
t$o types of secondary data< internal and e&ternal secondary data. Information compiled
inside or outside the organi0ation for some purpose other than the current investigation
:esearching information, $hich has already #een pu#lishedS Market information
!!
compiled for purposes other than the current research effortQ it can #e internal data, such
as e&isting sales-tracking information, or it can #e research conducted #y someone else,
such as a market research company or the 8./. government.
Secondary source of data used consists of 4oo"s and we4sites
My proposal is to first conduct a intensive secondary research to understand the full
impact and implication of the industry, to revie$ and criti*ue the industry norms and
reports, on $hich certain issues shall #e selected, $hich I feel remain unans$ered or
lia#le to change, this shall #e further taken up in the ne&t stage of e&ploratory research.
DESC0+/T+7E 0ESE!0C>
/T31/ in the descriptive research<
/tatement of the pro#lem
=D Identification of information needed to solve the pro#lem
= /election or development of instruments for gathering the information
=1@ Identification of target population and determination of sampling 1lan.
=119esign of procedure for information collection
=16 5ollection of information
=1, .nalysis of information
=1! Fenerali0ations andMor predictions
D!T! CO33ECT+ON
9ata collection took place $ith the help of filling of *uestionnaires. The *uestionnaire
method has come to the more $idely used and economical means of data collection. The
common factor in all varieties of the *uestionnaire method is this reliance on ver#al
responses to *uestions, $ritten or oral. I found it essential to make sure the *uestionnaire
$as easy to read and understand to all spectrums of people in the sample. It $as also
!"
important as researcher to respect the samples time and energy hence the *uestionnaire
$as designed in such a $ay, that its administration $ould not e&ceed !-" mins. These
*uestionnaires $ere personally administered.
The first hand information $as collected #y making the people fill the *uestionnaires.
The primary data collected #y directly interacting $ith the people. The respondents $ere
contacted at shopping malls, markets, places that $ere near to sho$rooms of the
consumer dura#le products etc. The data $as collected #y interacting $ith 6@@
respondents $ho filled the *uestionnaires and gave me the re*uired necessary
information. The respondents consisted of house$ives, students, #usinessmen,
professionals etc. the re*uired information $as collected #y directly interacting $ith
these respondents.
DETE02+N!T+ON T>E S!2/3E /3!N !ND S!2/3E S+DE
T!0=ET /O/63!T+ON
It is a description of the characteristics of that group of people from $hom a course is
intended. It attempts to descri#e them as they are rather than as the descri#er $ould like
them to #e. .lso called the audience the audience to #e served #y our pro(ect includes key
demographic information (i.e.Q age, se& etc.).The specific population intended as
#eneficiaries of a program. This $ill #e either all or a su#set of potential users, such as
adolescents, $omen, rural residents, or the residents of a particular geographic area.
Topic areas< Fovernance, .ccounta#ility and 3valuation, 4perations Management and
>eadership. . population to #e reached through some action or interventionQ may refer to
groups $ith specific demographic or geographic characteristics. The group of people you
are trying to reach $ith a particular strategy or activity. The target population is the
population I $ant to make conclude an ideal situationQ the sampling frames to matches
the target population. . specific resource set that is the o#(ect or target of investigation.
The audience defined in age, #ackground, a#ility, and preferences, among other things,
for $hich a given course of instruction is intended.
I have selected the sample trough /imple random /ampling
!+
S!2/3E S+DEF
This involves figuring out ho$ many samples one need.
The num#ers of samples you need are affected #y the follo$ing factors<
=1" 1ro(ect goals
=1+ ;o$ you plan to analy0e your data
=1G ;o$ varia#le your data are or are likely to #e
=1D ;o$ precisely you $ant to measure change or trend
=1 The num#er of years over $hich you $ant to detect a trend
=6@ ;o$ many times a year you $ill sample each point
=61 ;o$ much money and manpo$er you have
S!2/3E S+DE
I have targeted 1"@people in the age group a#ove 61 years for the purpose of the research.
The target population influences the sample si0e. The target population represents the
9elhi regions. . The people $ere from different professional #ackgrounds.
The details of our sample are e&plained in chapter named primary research $here the
divisions are e&plained in demographics section.
E00O0S +N T>E ST6D8
+nter'iewer error
There is intervie$er #ias in the *uestionnaire method. 4pen-ended *uestions can #e
#iased #y the intervie$er%s vie$s or pro#ing, as intervie$ers are guiding the respondent
$hile the *uestionnaire is #eing filled out. The attitudes the intervie$er revels to the
!G
respondent during the intervie$ can greatly affect their level of interest and $illingness to
ans$er openly. .s intervie$ers, pro#ing and clarifications ma&imi0e respondent
understanding and yield complete ans$ers, these advantages are offset #y the pro#lems of
prestige seeking, social desira#ility and courtesy #iases.
Huestionnaire error
The *uestionnaire designing has to careful so that only re*uired data is concisely reveled
and there is no redundant data generated. The *uestions have to #e $orded carefully so
that the *uestions are not loaded and does not lead to a #ias in the respondents mind
0es.ondent error
The respondents selected to #e intervie$ed $ere not al$ays availa#le and $illing to co
operate also in most cases the respondents $ere found to not have the kno$ledge,
opinion, attitudes or facts re*uired additionally uninformed response errors and response
styles also led to survey error.
Sa#.ling error
2e have taken the sample si0e of 1"@, $hich cannot determine the #uying #ehavior of the
total population. The sample has #een dra$n from only Aational 5apital :egion.
Research $esi%n
:esearch design is a conceptual structure $ithin $hich research $as conducted. .
research design is the detailed #lueprint used to guide a research study to$ards its
o#(ective. It is a series of advanced decision taken together comprising a master plan or a
model for conducting the research in consonance $ith the research o#(ectives. :esearch
design is needed #ecause it facilitates the smooth sailing of the various research
operations, there#y making research as efficient as possi#le yielding ma&imum
information $ith the minimum effort, time and money.
Sco.e and t1e 3i#itation of t1e study
!D
=66 The scope of study is limited to the respondents are selected from in and
around . deogha (Bharkhand)
.
=6, The pro(ect is carried out for the period of !" days only.
=6! Measurement of customer satisfaction is comple& su#(ects, $hich uses
non-o#(ectives method, $hich is not relia#le.
=6" The sample unit $as also 1"@ respondents.
=6+ ;o$ever, Mahindra and Mahindra .utomo#ile sho$rooms are located in
other places i.e. locally and even in the neigh#oring states. 4nly opinion of
respondents of 9eoghar city $as consider for finding out the opinions of
respondents.
F+ND+N=S
!
Eased on the data gathered #y administrating schedules to customers the follo$ing
o#servations are made.
1. Mahindra Eolero has e&cellent percentage of customer satisfaction
according to the data sho$n in ta#le 1 of the data analysis and
Interpretation topic.
6. Most of the people are satisfied $ith its lo$ maintenance cost and after
sales service provided #y Mahindra Eolero.
,. Eased on the fuel consumption, most of the people are satisfied $ith it.
!. Eased on /afety and 5omfort, 9esign, /pace, Maintenance most of the
people are satisfied $ith it.
". >arge num#ers of Eolero user are a$are of its po$er steering.
+. If $e took the satisfaction level of people to$ard Eolero, it #ecomes good.
G. Its features and style satisfy most of the people.
D!T! !N!38S+S & +NTE0/0ET!T+ON
Ta4le No.91; Do you own a s.orty 'e1icleI
8es No
GDT 66T
"@
SourceF Huestionnaire
FigureF1
+nter.retation 1F
The sample dra$n on pro#a#ility #asis sho$s that GDT of the customers $ere
satisfied $ith Eolero variant and only 66T $ere not satisfied $ith Eolero variant.
O4ser'ationF
Most of the respondents approached $ere satisfied $ith Eolero
Ta4le NoF 2 Factors affecting custo#er satisfaction towards 2a1indra Bolero
-actor Ao. of :espondent 1ercentage
-eatures 1D 16T
>o$ Maintenance "1 ,!T
5omfort 6G 1DT
/tyle 6! 1+T
.fter /ales /ervice ,@ 6@T
"1
SourceF Huestionnaire
FigureF2
+nter.retation 2F The sample dra$n on the pro#a#ility #asis clearly sho$s that ,!T
("1respondents) are the opinion that lo$ maintenance is the satisfaction factor Eolero and
6@ T( ,@ respondents) of them $ho vie$ .fter /ales /ervice as a vital factor for
customer satisfaction. -ollo$ed #y 5omfort $hich corresponds to 1D T( 6G respondents),
/tyle $ith 1+T(respondents) and only 16T(1D respondents) of them vie$ that feature of
Eolero as satisfaction factor.
O4ser'ationF Ma(ority of the respondent are of the idea that lo$ maintenance of the top
most feature contri#uting to customer satisfaction follo$ed #y after sales services
comfort style and features
.s such, Mahindra should focus on the aspects, $hich $ill enhance the customer
satisfaction and thus the market share
"6
Ta4le NoF 3 Custo#er o.inions towards fuel consu#.tion.
Factor /ercentage
E&tre#ely Satisfied 2(J
Satisfied *J
Neutral 1(J
Dissatisfied (J
Total 1,,J

SourceF Huestionnaire
",
FigureF 3
+nter.retation 3F 1@@T of the respondents !T of the respondents approached $ere
satisfied $ith the fuel consumption of the Eolero. -ollo$ed #y 6GT $as e&tremely
satisfied, 1GT are neutral and rest of the GT is more dissatisfied $ith fuel consumption of
Eolero.
O4ser'ation< .s ma(ority of the respondents are satisfied $ith the fuel consumption of
Mahindra Eolero, the company should maintain the same standard and it is suggested to
come up $ith suita#le measure to reduce the negative opinion among the consumer $ho
are of the opinion that the fuel consumption is a dissatisfying factor.
Ta4le NoF Custo#er o.inions toward Safety and Co#fort.
Factor /ercentage
3&tremely /atisfied 6,T
/atisfied !GT
Aeither /atisfied & 9issatisfied 6@T
9issatisfied 1@T
Total 1@@T
SourceF Huestionnaire
FigureF
"!
+nter.retation F 1@@T of the respondents !GT of the respondents approached $ere
satisfied $ith the safety and comfort feature of the Eolero. -ollo$ed #y 6GT $as
e&tremely satisfied, 1GT are neutral and rest of the GT $as dissatisfied $ith safety and
comfort feature of Eolero.
O4ser'ation< .s ma(ority of the respondents are satisfied $ith the safety and comfort
feature of Mahindra Eolero, the company should maintain the same standard and it is
suggested to come up $ith suita#le measure to reduce the negative opinion among the
consumer $ho are of the opinion that the fuel consumption is a dissatisfying factor.
Ta4le NoF $ Custo#er o.inions toward Design.
Factor /ercentage
3&tremely /atisfied 6@T
/atisfied !@T
Aeutral 6GT
9issatisfied 1,T
Total 1@@T
SourceF Huestionnaire
FigureF $
""
+nter.retation $F 1@@T of respondents !@T of the respondents approached $ere
satisfied $ith the 9esign of the Eolero. 6@T $ere more satisfied, 6GT of them neutral
and 1,T are dissatisfied $ith the design of the Eolero.
O4ser'ation< .s ma(ority of the respondents are satisfied $ith the design of Mahindra
Eolero, the company should maintain the same standard and it is suggested to come up
$ith suita#le measure to reduce the negative opinion among the consumer $ho are of the
opinion that the fuel consumption is a dissatisfying factor.
Ta4le NoF % .
Factor /ercentage
More /atisfied 6GT
/atisfied ",T
Aeither /atisfied & 9issatisfied 1GT
9issatisfied ,T
Total 1@@T
SourceF Huestionnaire
FigureF %
"+
+nter.retation %F The sample dra$n on the pro#a#ility #asis sho$s that out of 1@@T of
respondents ",T of the respondents approached $ere satisfied $ith the space availa#ility
of the Eolero. 6GT $ere more satisfied, 1GT of neither satisfied and dissatisfied and ,T
are dissatisfied $ith the space availa#ility of the Eolero.
O4ser'ationF .s D@T of the respondents are happy $ith the space availa#ility of the
Mahindra Eolero vehicle, it can #e conducted that the company has undertaken proper
:&9 in this aspect.
Ta4le NoF ( Custo#er satisfactions toward 2aintenance of 2a1indra Bolero
Factor /ercentage
3&tremely /atisfied 6,T
/atisfied "1T
Aeutral 61T
9issatisfied "T
Total 1@@T
SourceF Huestionnaire
FigureF(
"G
+nter.retation (F The sample dra$n on the pro#a#ility #asis sho$s that out of 1@@T of
respondents "1T of the respondents approached $ere satisfied $ith the maintenance of
the Eolero. 6,T $ere e&tremely satisfied, 61T of neutral and "T are dissatisfied $ith the
maintenance.
O4ser'ationF Though ma(ority of the customer are satisfied that the maintenance cost of
Mahindra Eolero is less, around 6@T are not satisfied $hich may #e #ecause of
comparison of Eolero $ith the ne$ly launched competing #rands coming $ith even
lo$er maintenance cost.
Ta4le NoF - Custo#er awareness a4out .ower steering.
O.tion No. Of 0es.ondent No. Of 0es.ondents 9J;
.$are 16@ D@T
8na$are ,@ 6@T
Total 1$, 1,,J
SourceF Huestionnaire
FigureF -
"D
+nter.retation -F 4ut of 1@@T of respondents, D@T of the respondents approached $ere
a$are of the po$er steering present in some variant of Eolero and 6@T $ere not a$are of
the po$er steering present in some variant of Eolero.
O4ser'ationF Most of the respondents approached $ere a$are of po$er steering system
introduced in some variants of Eolero.
Ta4le NoF * Custo#er .erce.tions a4out Bolero
7ery =ood =ood !'erage Bad 7ery Bad
6@T !GT 61T 16T -
/ource< Ruestionnaire
-igure<
"
+nter.retation *F The sample dra$n on the pro#a#ility #asis sho$s that out of 1@@T of
respondents !GT of the respondents gave Food response to Eolero. 6@T gave 7ery Food
response, 61T gave .verage response and 16T gave #ad response to Eolero.
O4ser'ationF .s +GT of the respondents are satisfied that they are happy $ith Eolero, it
satisfies that the customer satisfaction levels are very high. If the company $ere to
identify the pitfalls in their product and undertake remedial measure, thus it $ill lead to
more good $ord of mouth pu#licity.
0ECO22END!T+ON
Mahindra 5ompany has to implement good customer relationship management strategy
that enhances customer satisfaction level.
+@
The company can for the undertake :&9 to improve the e&isting feature $hich field
help increase in the customer satisfaction.
The company should promote a#out the entire feature offered #y it.
.s ma(ority of the customer give opinion that they are satisfied is the
factor, services and design of the product of the company should taken not only maintain
the e&isting standard #ut also enhance them.
.s ma(ority of the respondents are satisfied $ith the safety and comfort feature of
Mahindra Eolero, the company should maintain the same standard and it is suggested to
come up $ith suita#le measure to reduce the negative opinion among the consumer $ho
are of the opinion that the fuel consumption is a dissatisfying factor.
Ma(ority of the respondents are satisfied $ith the safety and comfort feature of Mahindra
Eolero, the company should maintain the same standard and it is suggested to come up
$ith suita#le measure to reduce the negative opinion among the consumer $ho are of the
opinion that the fuel consumption is a dissatisfying factor.
.s such, Mahindra should focus on the aspects, $hich $ill enhance the customer
satisfaction and thus the market share.
3i#itation of t1e sur'ey
Though #est effort have #een made to make the study fair transparent and error free yet
there might #e some inevita#le and limitations. .lthough outright measures area
+1
undertaken to make the report most accurate some inadvertent errors might have crept in
and suggestions to improve or eliminate the same are most $elcome.
The limitations of the survey are narrated #elo$<
The pro(ect is valid for the predefined area of $ork 9eoghar (Bharkhand)
There may #e some #iased response from the respondents.
/ome respondents did not provide the full data.
9ue to different :T4 norms of 9eoghar as $ell as Bharkahnd the response of people
might differ from those of other cities and state if any
CONC36S+ONS
Mahindra and Mahindra Motors has a very good market share in the state of
9eoghar(Bharakhand) for the /87 segment.
+6
The company is offering good services, $hich is reflected on the satisfaction of the
customer.
Ma(ority of the customer are satisfied $ith the design of the vehicle.
Mahindra & Mahindra motors are providing #etter facilities compair $ith other
#rand.
.s +GT of the respondents are satisfied that they are happy $ith Eolero, it satisfies that
the customer satisfaction levels are very high. If the company $ere to identify the pitfalls
in their product and undertake remedial measure, thus it $ill lead to more good $ord of
mouth pu#licity.
Though ma(ority of the customer are satisfied that the maintenance cost of Mahindra
Eolero is less, around 6@T are not satisfied $hich may #e #ecause of comparison of
Eolero $ith the ne$ly launched competing #rands coming $ith even lo$er maintenance
cost.
.s D@T of the respondents are happy $ith the space availa#ility of the Mahindra Eolero
vehicle, it can #e conducted that the company has undertaken proper :&9 in this aspect.
The 6@T of the respondents $ho have ans$ered negatively may #e comparing $ith the
vehicle in the same category launched very recently.
!nne&ure 1
H6EST+ONN!+0E
+,
1; Custo#er .rofile
a; Na#e 4; Occu.ation
c; !ge d; +nco#e
e; !ddressF)
1; Do you own a s.orty 'e1icleI
94; 8es
9c; No
2; Factors affecting custo#er satisfaction towards 2a1indra Bolero

9a; Feature
94; 3ow 2aintenance
9d; 3oo"s
9e; !fter Sales Ser'ice
,) Custo#er o.inions towards fuel consu#.tion I
9a; E&tre#ely Satisfied
94; Satisfied
9c; Neutral
9d; Dissatisfied
; Custo#er o.inions toward Safety and Co#fortI
(a) 3&tremely /atisfied
(#) /atisfied
+!
(c) Aeither /atisfied & 9issatisfied
(d) 9issatisfied
$; Custo#er o.inions toward Design I
9a; E&tre#ely Satisfied
94; Satisfied
9c; Neutral
9d; Dissatisfied
%; Custo#er o.inions toward s.ace a'aila4ility in 2a1indra Bolero I
9a; 2ore Satisfied
94; Satisfied
9c; Neit1er Satisfied & Dissatisfied
9d; Dissatisfied
(; Custo#er satisfactions toward 2aintenance of 2a1indra BoleroI
9a; E&tre#ely Satisfied
94; Satisfied
9C; Neutral
9d; Dissatisfied
-; !re you aware a4out .ower steering .resent in BoleroI
9a ; 8es
94; No
+"
*; Custo#er .erce.tions a4out BoleroI
9a; 7ery =ood
94; =ood
9c; !'erage
9d; Bad
1,; Do you want to gi'e any suggestion a4out any c1ange in t1e 2a1indra and
2a1indra 2otorsI

B+B3+O=0!/>8
Boo"sF
1. 1hilip Jotler, Jevin Jeller (6@@), Marketing Management (Thirteenth 3dition)
++
6. Marketing Management, The McFra$.;ill 5ompany :a(an /a&ena (Third 3dition)
,. Eerman, Eerry and Boel r 3vans (4ct- 1G) :etail Management< . strategic
approach Dth edition 3ngle$ood cliffs AB printcehall
!. 5ountry analysis 1G H . frame$ork to identify and evaluate the national
#usiness environmentI
;ard$ard #usiness revie$.
2!=!D+NESF
.) 48T>44J E8/IA3// (-3E, 6@@)
E) E8/IA3// /T.A9.:9 (.pril-Buly 6@@)
5) !1%/ 4- E8/IA3// .A9 M.:J3TIAF (Bune 6@@)
9) E8/IA3// T49.O - 1ick and 5hoose
3) E8/IA3// T49.O C Mahindra & Mahindra to #ring ne$ model of Kylo.
+NTE0NETF
1. Mahindra & Mahindra' 4fficial 2e#site
6. 222.Eusiness $orld.com
,. 222..uto$old.com
!.222. Top gear.com
". 222.Faddi.com
+G