Professional Documents
Culture Documents
PROJECT REPORT
on
Tyres
To study the Customers Satisfaction towards Tyres
CHAPTER I
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INTRODUCTION
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INTRODUCTION
The main object of every organization is to earn more profit, to achieve this object the
organization should increase its sales by getting more customer and the only way to get more
customer is that the organization should provide expected satisfaction to the customers.
Here the word customer satisfaction means the utility which customer expect from the product
DIRRERENT COMPANY manufactures the largest range of tyres in India and enjoys the
highest brand preference for superior quality, company manufactures the largest range of tyres in
India and is the market leader with the largest market share it tyre industry.
Since 1984 DIRRERENT COMPANY tyres has consistently been chosen as oem fitment by
almost every major car manufacturer in India apart from tyres DIRRERENT COMPANY also
Here every customer of DIRRERENT COMPANY is getting satisfaction and it may analyzed
DIRRERENT COMPANY own No. 1 award for customer satisfaction by J.D Power
It is also created good brand name in other countries also, and it is the first Indian
company to export tyres to the US, the very birthplace of tyre technology. It is the first
company in India to manufacture and market Nylon tyres passenger tyres commercially.
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They provide more warranties to the customers and it will shows that the company has
So as per the above information it found that the customer satisfaction towards Dirrerent
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Profit earning has become one of the important objectives of each and every company.
It is very easy to attract new customers but retaining old customer is too difficulty only
A person enters a showroom when he wants to purchase tyres, but before purchasing
tyres he consults so many persons about tyre. Like about price, quality, service etc, and then he
If he finds any problem with tyres, he may change his positive attitude into negative
Considering, all above points, I have decided To study the Customers Satisfaction
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Objectives are:
city.
3. To know the satisfaction level of the customer with the DIRRERENT COMPANY
tyres.
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SCOPE:
The study is purely based on the survey conducted in India city and has focused on
customers. The study covers the information about the mind set which may varies from situation
& where the respondents may not be able to give required and accurate information.
LIMITATIONS:
1. Due to respondents busy schedules, the interests shown by respondents to answer the
questionnaire may be less. This may have resulted in collecting inaccurate information.
2. Due to time and cost constraint the sample size selected is 100.
3. The selected sample size is small as compared to the total number of customers. Hence
the obtained result may not be accurate as it may not represent the whole population.
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CHAPTER II
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Literature Review
Customer satisfaction
Organizations are increasingly interested in retaining existing customers while targeting non-
customers; measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the
state of satisfaction will vary from person to person and product/service to product/service. The
state of satisfaction depends on a number of both psychological and physical variables which
correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction
can also vary depending on other options the customer may have and other products against
which the customer can compare the organization's products.
Because satisfaction is basically a psychological state, care should be taken in the effort of
quantitative measurement, although a large quantity of research in this area has recently been
developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined ten
'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002 and
known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality,
Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork,
Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are
emphasized for continuous improvement and organizational change measurement and are most
often utilized to develop the architecture for satisfaction measurement as an integrated model.
Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides
the basis for the measurement of customer satisfaction with a service by using the gap between
the customer's expectation of performance and their perceived experience of performance. This
provides the measurer with a satisfaction "gap" which is objective and quantitative in nature.
Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of
combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures
(perception and expectation of performance) into a single measurement of performance
according to expectation. According to Garbrand, customer satisfaction equals perception of
performance divided by expectation of performance.
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The usual measures of customer satisfaction involve a survey with a set of statements using a
Likert Technique or scale. The customer is asked to evaluate each statement and in term of their
perception and expectation of performance of the organization being measured.
Published standards exist to help organizations develop their current levels of customer
satisfaction. The International Customer Service Institute (TICSI) has released The
International Customer Service Standard (TICSS). TICSS enables organizations to focus their
attention on delivering excellence in the management of customer service, whilst at the same
time providing recognition of success through a 3rd Party registration scheme. TICSS focuses an
organizations attention on delivering increased customer satisfaction by helping the organization
through a Service Quality Model.
TICSS Service Quality Model uses the 5 P's - Policy, Processes, and People, Premises,
Product/Services, as well as performance measurement. The implementation of a customer
service standard should lead to higher levels of customer satisfaction, which in turn influences
customer retention and customer loyalty.
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INDUSTRY PROFILE
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A young entrepreneur, K.M. Mammen Mappillai, opened a small manufacturing unit where
balloons, latex cast squeaking toys and industrial gloves were manufactured little did he
realize then that the company he started would grow to become the no.1 tyre manufacturer in
India.
DIRRERENT COMPANY established its first office in 1949 at Chennai, Tamil Nadu, and
India. The company began as a manufacturer of toy balloons and other rubber products and then
enjoys the highest brand preference for superior quality, company manufactures the largest range
of tyres in India and is the market leader with the largest market share it tyre industry.
Since 1984 DIRRERENT COMPANY tyres has consistently been chosen as oem fitment by
almost every major car manufacturer in India apart from tyres DIRRERENT COMPANY also
The milestones achieved while being such a progressive and vibrant company, is also recognized
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Voted as one of the Indian most admired marketing companies by A & M leading advertising
No. 1 award for customer satisfaction by J.D Power Asia pacific for 2001&2002
Industry Review
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The main category of tyres produced in the country is that of Truck & Bus tyres. These
tyres accounted for 57% of the total tyre tonnage production in FY07 followed by LCV tyres
which accounted for 9% of the total tyre tonnage production. Approximately 53% of the total
tyre tonnage off take was by the replacement market, 31% by OEM and 15% by the export
market in FY07. The industry tonnage production registered a 5 year CAGR of 9.69% between
FY 02-07. The largest category of Truck & Bus tyres recorded a 5 year CAGR of 7.85% (slower
than the industry) while Light Commercial Vehicle (LCV), motorcycle and car tyre categories
grew at 15%, 16% and 14% respectively (faster than the industry). Off the road (OTR) tyre
category (customized tyres) which fetch a higher margin compared to other tyre categories, is the
fastest growing category.
The OTR tyre category has registered a 5 year CAGR of over 20% in the last five years.
Most of the top players are increasing their capacity for the production of OTR tyres so as to
improve their product mix, this being a high margin product.
The exports from the country clocked a CAGR of 13% in unit terms and 18% in value
terms in the period FY 02-07. Most of these tyres that are exported are of cross ply design. With
radicalization catching up in some of these markets, the Indian manufacturers will need to
graduate to production and export of radial tyres so as to protect their share in the export market.
Radicalization of tyres is still minimal in India.
Only the car tyre market has moved to radial tyres (95%) but in all other categories,
cross ply tyres are still preferred. Poor road conditions, overloading in trucks, higher cost of
radial tyres and poor awareness of the tyre users are the main reasons for the non transition of the
domestic market to radial tyres. However, going ahead radicalization in truck & bus tyres may
increase due to governments focus on infrastructure development.
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The exports from the country clocked a CAGR of 13% in unit terms and 18% in value terms in
the period FY 0207. Most of these tyres that are exported are of cross ply design. With
radicalization catching up in some of these markets, the manufacturers will need to graduate to
radial tyres so as to protect their share in the export market. Radicalization of tyres is still
minimal in India. Only the car tyre market has moved to radial tyres (95%) but in all other
categories cross ply tyres are still preferred. Poor road conditions, overloading in trucks, higher
initial cost of radial tyres and poor awareness levels in tyre users are the main reasons for the non
transition of the domestic market to radial tyres. However, going ahead, radicalization in truck &
bus tyres may increase due to governments focus on infrastructure development.
CARE Research expects the tyre industry to register a tonnage growth of 910% in the next five
years (FY 0712). The truck & bus and LCV tyre category are expected to register a CAGR of
8% and 14% respectively (FY 0712).
MARKET PLAYERS
Indian % International %
DIRRERENT 22.00% Michelin 20.01%
COMPANY
Apollo 20.00% Brighestone 18.04%
Ceat 16.00%
Birla 7.00%
Goodyear 6.00%
Birla
Tyres
Registered Office Shivam Chambers 53,
Syed Amir Ali Avenue, Kolkata,
West Bengal-700019.
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Phone +91-33-22814516
Contact Persons
Name Phone Email
+91-33-22814516 ho@birlatyre.com
Executive Team
Business Description
Jk Tyre & Industries Ltd. Formerly known as J.K.Industries Limited. The Group's principal activity is to
design, develop, manufacture and market of conventional and radial tyres, tubes and flaps. It manufactures
truck and bus radials, steel radials for cars, LCV, trucks and bus. Its radial brands of the Group include
Ultimo and Rally.
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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 vision of the company is to be a leader
in the Indian tyre industry and a significant global player.
Quick Facts
Country India
Industry Tyre manufacturing
Listings & its codes NSE: APOLLOTYRE; BSE: 500877
Head Office 7 Institutional Area, Sector-32
Gurgaon Haryana - 122001, India
Tel.: +(91)-(124)-2383002 to 18
Registered Office 6th Floor, Cherupushpam Bldg.
Shanmugham Road, Cochin-682031 (Kerala)
Tel.: +(91)-(484)-2381902, 2381903, 2380720
Website www.apollotyres.com
Bridgestone
The Bridgestone Group (the parent company Bridgestone Corporation and its consolidated subsidiaries)
constitutes the world's largest manufacturer of tires and rubber products. The parent company was
established in 1931 in the small town of Kurume on the island of Kyushu in Japan. Today, the Bridgestone
Group has manufacturing bases in 25 countries and sells products in over 150 countries worldwide. Tires
accounted for about 80% of consolidated sales in 2006, with the remainder made up of a varied range of
industrial and consumer products, together with bicycles and other sporting goods.
Telephone +81-3-3567-0111
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Sector Opthomology
Established 1931
Listed 1961
Homepage www.bridgestone.co.jp/english/
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DIRRERENT COMPANY Ltd. is the first Indian company to export tyres to the US, the
very birthplace of tyre technology. It is the first company in India to manufacture and market
Nylon tyres passenger tyres commercially. In 2004, the company's turnover crossed INR 30
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billion mark. The company was given the title of most ethical company by 'Business World'
magazine after a survey conducted in 1999.
Quick Facts
Founder K. M. Mammen Mappillai
Country India
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Two-Wheelers Tyres
DIRRERENT COMPANY , Indias largest tyre-maker, has moved up the pecking order.
According to the latest report of Tire Business, published by Crain Communications of the US,
DIRRERENT COMPANY s rank has improved to 12th during 2000 from 13th during 1999.
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The special report titled, "2001 Global Tyre Company Ranking", covered 72 tyre companies
across the world. Commenting on the improved ranking of DIRRERENT COMPANY ,
executive director (marketing), Philip Eapen told ET, "It clearly shows the intrinsic strength of
DIRRERENT COMPANY , brand equity and its ability to protect bottom-line.
He said that DIRRERENT COMPANY is retaining its position as number one tyre company in
India for the last several years. Its improved global ranking comes at a time when the
automotive industry is facing a tough market with tremendous pressure on margins.
At the global level, Bridgestone Corporation was ranked number one by Tire Business, closely
followed by Michelin. Among other major Indian players, J K Industries was ranked 17th
against 16th in 1999 while Apollo Tyres moved up the ladder from 21 to 18 in 2000. Ceat was
positioned at 20 last year against 19 in 1999.
Eapen said DIRRERENT COMPANY has emerged as the sole supplier of truck tyres to Volvo.
While it is the largest supplier of radial car tyres (40 per cent share) to Telcos Indica with a
monthly supply of 10,000 tyres.
DIRRERENT COMPANY manufactures the largest range of tyres in India and it has the highest
brand preference. It makes tyres for heavy duty truck, bus, light truck, passenger car to motor
sports, rally cars, off the road earth movers, two and three wheelers, farm service and military
service. It is the market leader and has 26 per cent share in the Rs 19,00000 million Indian tyre
industry.
Funskool India is a joint venture between DIRRERENT COMPANY and Hasbro Inc., USA, the
world`s largest toy company. Funskool`s Goa plant has been making its own moulds for a
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number of its products, the most popular of which are Pipsqueaks, a range of low priced baby
toys. DIRRERENT COMPANY collaborated with PIRELLI to manufacture Conveyor Belting.
The DIRRERENT COMPANY Conveyor Belt plant in Arkonam, Tamil Nadu, with an annual
capacity of 3000 tonnes, is the most modern belting plant in India. The company also has a
paints and coating subsidiary. It manufactures speciality coatings for wide range of applications
like Metalcoat, Woodcoat Glasscoat etc. DIRRERENT COMPANY made a foray in retreading
as far back as 1970. DIRRERENT COMPANY Pretreads is the most advanced Precured
Retreading system in India. DIRRERENT COMPANY made a foray in retreading as far back as
1970. In the DIRRERENT COMPANY Pretreads system, the tread rubber is precured from
DIRRERENT COMPANY `s factory. It also has the specialised expertise required for retreading
Radial Tyres. The company is an original equipment supplier (OES) of radial tyres to Tata
Indica, Hyundai Elantra, Ford Fiesta and many other cars. Volvo also sources most of its tyres
from DIRRERENT COMPANY for its Indian operations.
Financials
The Company swung to loss for the quarter ended December 2008. During the quarter, the
company reported loss of Rs 383 million compared with a profit of Rs 517.50 million in the
same quarter last year. Net sales for the quarter rose 17% to Rs 13,519.70 million, while total
income for the quarter rose 16.81% to Rs 13,560.30 million, when compared with the prior year
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period. It reported loss of Rs 90.32 a share during the quarter compared with earnings of Rs
122.03 a share in previous year period.
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The company has stood Himalayan height in the tyre industry. It grabbed all most all prestigious
awards in the key areas like production, customer satisfaction, exports and many more.
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An enterprise that started as a toy ballon maker in 1946 in South India quickly grew to
become one of Indias biggest and respected companies. Renowned for product superiority and
innovation, DIRRERENT COMPANY continues to be the leading tyre maker in India.
DIRRERENT COMPANY crossed the INR 3 bn mark and also became the No 1 tyre company
in India. DIRRERENT COMPANY legend the premium nylon car tyre was introduced.
The DIRRERENT COMPANY pace foundation was set up with international pace bowler,
Dennis Lilli as its director. Not long thereafter, pace bowlers trained at the foundation were
selected for the Indian cricket team. In the year 1989, DIRRERENT COMPANY was the clear
market leader in every tyre segment. Once again in recognition of excellence, DIRRERENT
COMPANY was awarded the Vishweshwarayya award for the Best business house in India.
DIRRERENT COMPANY collaborated with Hasbro Intl USA, the worlds largest toy makers,
and launched funskool in India. Company also entered into collaboration with Vapocure,
Australia to manufacture polyurethane paint formulations and with Pirelli muscleflex, conveyor,
and elevator belting.
DIRRERENT COMPANY also opened the DIRRERENT COMPANY tyredrome, Indias first
tyre company owned wheel care complex at Madras.
DIRRERENT COMPANY brought the 6th world cup boxing championship to Mumbai the first
of its kind- with 39 countries participating. In 1993 & 1995 the company was voted by the far
eastern economic review as one of the ten leading corporate groups in India and a leader in Asia.
During the same time DIRRERENT COMPANY was selected as one of Indias most admired
marketing companies by the readers of the A&M magazine.
The companys turn over crossed INR 15 bn in the year 1995.In 2000, DIRRERENT
COMPANY launched smile campaign on Indian roads. It also launched ZVTS tyres for
passenger cars in 2000.
DIRRERENT COMPANY wins JD power award in 2003 & 2004. So far it has taken 6 JD
awards.
IN the year 2004, DIRRERENT COMPANY s turnover crossed INR 30 bn mark. In 2005,
DIRRERENT COMPANY wins the its third APRC rally. In 2006, DIRRERENT COMPANY
s turnover crossed the 5000 crore mark.
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COMPANY PROFILE
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Key Competitors: Newly established Appollo Tyres Show rooms and other local branded
tyre showrooms. But these have not any significant effect on show room activities.
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SALES SECTION
To achieve increased sales DD TYRES has separate sales section. It provides the
quotations and all information regarding the tyres to the customers. Sales section plays
significance role in achieving targets by. It has to provide all information regarding sales to
regional sales supervisor.
ACCOUNT SECTION
It collects all information of transaction and records in systematic manner. It maintains
different account books for different tasks. It also maintains ledgers and regular balance
sheets.
SERVICE SECTION
This department provides quality service to customers. It fits the tyres in right position
with the help of tyre fitment machine. And it replaces the defective tyres if the tyres found to
be 5% defectives and provides tyre remolding facility to customers in a less price.
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Truck / Buses 22 46 60
Light Commercial 8 16 28
Vehicles
Jeep/trekker/Trax 4 6 10
Car radials 24 48 70
The D.D. Show room stands at the Dealers stage in the network of distribution. It
Auto & Vikram 32 80 150
performs the operations according to the policies of the company.
Tractor rear 2 4 6
Tractor front 4 10 20
Tractor trailor 2 2 2
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3000
2500
2000
1500 Motorcycle
(Lightmotorcycles)
1000
500
0
2006 2007 2008
200
180
160
140
120
100
Moped
80
60
40
20
0
2006 2007 2008
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200
180
160
140
120
100
Scooter
80
60
40
20
0
2006 2007 2008
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RESEARCH METHODOLOGY
To achieve the stated objective a survey was conducted at India city regarding customer
India.
Primary Data:
Primary data is collected by the random sampling method. Here we have randomly
interviewed 50 customers through Questionnaire and personal interview and collected the
primary data.
Secondary Data:
These are generally published sources which have been collected originally for some
other purpose, they are not gathered specially to achieve the objectives of the particular research
Survey Techniques:
Once the researcher has decided to use survey method for collecting data he has to
1. personal interview
2. telephone survey
3. mail survey
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Questionnaire
consisting of set of questions presented to a respondent for his/her answer. The questionnaire is
very flexible in the sense that there are many ways to ask questions.
Data Collection:
Method used to collect data for the study was through survey. Survey is a systematic
collection of information directly from the respondents; survey was through personal interview
which involves collection of data through face to face communication with the help of
questionnaire.
Method of Sampling:
India city has a huge population and each persons opinion cannot be collected. So the
Sample Size:
Sample size for the study consisted of 50 persons residing in India city. Among them
only some of them responded and others rejected to respond as they were not interested.
Sample Unit:
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CHAPTER III
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DATA ANALYSIS
AND
INTERPRETATION
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Data Analysis:
I have conducted marketing survey on 50 customer to analysis their satisfaction level, for
this purpose I have prepared a questionnaire to collect the information from them. Among these
50 customers, only some of them responded as per that now we will see the analysis of the
collected data.
1. The following tables shows the factors which motivated the customer to purchase the
FACTORS CUSTOMERS
Friends 8
Brand Image 9
Advertisement 9
Relatives 8
Self-decision 16
Total 50
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0.35
0.3
0.25
0.2 Series2
0.15 31% Series1
0.1 19% 21%
16% 13%
0.05
0 0
t
es
s
RS
n
en
nd
ag
sio
Se ativ
O
m
ie
Im
ci
CT
se
Fr
de
l
Re
d
rti
FA
an
lf-
ve
Br
Ad
Interpretation:
recommendation.
Advertisement.
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recommendation.
Fully Satisfied 23
Satisfied 17
Dissatisfied 7
Fully dissatisfied 3
Total 50
Fully
dissatisfied
7%
Dissatisfied
13%
Fully Satisfied
Fully Satisfied
45% Satisfied
Dissatisfied
Fully dissatisfied
Satisfied 35%
Interpretation:
45 % of people are fully satisfied with the purchase of DIRRERENT COMPANY tyres.
35 % of people are just satisfied with the purchase of DIRRERENT COMPANY tyres.
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13% of people are dissatisfied with the purchase of DIRRERENT COMPANY tyres.
7 % of people are fully satisfied with the purchase of DIRRERENT COMPANY tyres.
3. As compare to other tyres the DIRRERENT COMPANY TYRES are rated as below.
A) Price of Tyres
Strongly Satisfied 15
Satisfied 16
Not Satisfied 10
Total 50
Interpretation:
30 % of customers are strongly satisfied with the price of DIRRERENT COMPANY tyres.
21 % of customers are not satisfied with the price of DIRRERENT COMPANY tyres.
14 % of customers are fully not satisfied with the price of DIRRERENT COMPANY tyres.
B) Quality Of Tyres:
Strongly Satisfied 23
Satisfied 15
Not Satisfied 8
Total 50
Interpretation:
45 % of customers are strongly satisfied with quality of the tyres.
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C) Durability of Tyres
Strongly Satisfied 23
Satisfied 16
Not Satisfied 7
Total 50
Interpretation:
45% of customers are strongly satisfied with durability of tyres
D) Performance Of Tyres:
Strongly Satisfied 21
Satisfied 17
Not Satisfied 7
Total 50
Interpretation:
42%of customers are strongly satisfied with performance of tyres
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E) Mileage Of Tyres:
Strongly Satisfied 24
Satisfied 15
Not Satisfied 7
Total 50
Interpretation:
48% of customers are strongly satisfied with the performance of tyres
30% of customers are only just satisfied with the performance of tyres
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5) The following tables show the customer opinion about DIRRERENT COMPANY TYRES.
Fully Satisfied 14
Satisfied 21
Not satisfied 8
Total 50
100% 100%
90%
80%
70%
60%
50%
42% 40%
28% 30%
17% 20%
13%
10%
0%
Fully Satisfied Not Fully Not Total
Satisfied satisfied Satisfied
Interpretation:
As per the above chart it shows the details:
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6) The following tables shows the behavior of the showroom people while taking quotations
Very Friendly 17
Friendly 22
Not friendly 4
Dont know 7
Total 50
120%
100% 100%
80%
60%
40% 44%
34%
20%
9% 13%
0%
Very Friendly Not Dont Total
Friendly friendly know
Interpretation:
34 % customer say that the behavior of showroom people while taking quotation or purchasing
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7) The following table shows the customers opinion about service charges in show room.
Very Reasonable 15
Reasonable 21
Costly 8
Very Costly 6
Total 50
120%
100%
100%
80%
60% Series1
42%
40% 30%
16% 12%
20%
0%
tly
e
l
ly
e
ta
bl
bl
os
To
os
na
na
C
C
so
so
y
ea
er
ea
V
R
R
y
er
V
Interpretation:
30 % of customers said that service charges are very reasonable.
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8) The following tables show why customer prefers DIRRERENT COMPANY TYRES.
Quality 19
Price 12
Service 8
Durability 11
Total 50
Durability
22%
Quality
38%
Service
16%
Price 24%
Interpretation:
38 % customers prefers the DIRRERENT COMPANY tyres due to the good Quality
24 % customers prefers the DIRRERENT COMPANY tyres due to the reasonable price
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9) The following tables shows the problems faced by customers while purchasing
Lack of Information 11
Delay 8
No problem 17
Total 50
54% Lack of
60% Information
50%
Non co-operation of
40% show room people
0%
1
Interpretation:
22 % customer faced the problem due to lack of information
07 % customer faced the problem due to non cooperation of show room people
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CHAPTER IV
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FINDINGS
31% of customers have purchased on there own decision. They have decision
on the basis of experience and some customers have taken after making
comparison with other tyres. Hence it reveals that customers are satisfied with
Majority of customers means 45% are satisfied with the fulfillment of their
need/purpose.
Only 30% of customers are fully satisfied with price of the tyres about 21%
are not satisfied and 14% of customers are fully not satisfied with the price.
About 45% of customers are fully satisfied,30% o f customers are only just
About 45% of customers are satisfied with durability of tyres, and 14% are not
About 42% of customers are fully satisfied with the performance of the tyres,
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The customers are having a very good opinion about the DIRRERENT
The customers are having very good opinion about the behavior of showroom
people about 44% of customers are saying they are friendly and only 13% are
dont know.
The service charges are very reasonable in the view of about 43% of
customers and about 11% of customers believe that the service charges are
costly.
TYRES
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SUGGESTIONS
SUGGESTIONS TO SHOWROOM:
Showroom must recruit well qualified and skilled labours that care about the
customer. It will abolish the problem of unskilled and poor quality service.
Showroom employees and workers should maintain friendly relation with every
customers.
Showroom should maintain tyres, tube, air compression machines etc,. which are
Always adopt the improvement of servicing system and keep the showroom in
good conditions.
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SUGGESTIONS TO COMPANY:
o Improve the distribution network and make available the products in needed time
of customers.
o Company always keeps some prizes and gifts to attract the customers.
newspaper must.
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CHAPTER V
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CONCLUSION
According to the study I conclude that the DIRRERENT COMPANY TYRES company
satisfies the customer need and the purpose, but only problem is with the service given to the
customers by the showroom. So, as per study in my opinion based on project I can say that
DIRRERENT COMPANY TYRES should think about the service provided by showrooms in
According to India city the market is vast almost the whole district customers and other
new people purchase the DIRRERENT COMPANY Tyres because it is old brand running tyres
in market. Almost people demands the DIRRERENT COMPANY Tyres comparing to other
company tyres.
Company provide more advertisement and always keep customers need with
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city
QUESTIONNAIRE
Dear Sir/Madam,
I. Customer Introduction:
a. Name : _____________________________________________
b. Address : _____________________________________________
_____________________________________________
C: Advertisement [ ] D: Relatives [ ]
III. To what extent the DIRRERENT COMPANY TYRES has satisfied your purpose /
need?
IV. As compare to other tyres how do you rate the following characteristics of your
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Price
Quality
Durable
Performance
Mileage
C: Good [ ] D: Bad [ ]
VI: what was the behavior of show room people while taking quotations or while
A: Very Friendly [ ]
B: Friendly [ ]
C: Not-Friendly [ ]
D: Dont Know [ ]
VII: What is your opinion about service charges in the show room?
A: Very Reasonable [ ]
B: Reasonable [ ]
C: Costly [ ]
D: Very Costly [ ]
A: Quality [ ]
B: Price [ ]
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C: Service [ ]
D: Durability [ ]
A: Lack of informations [ ]
C: Delay [ ]
D: No problem [ ]
A: __________________________________________________
B: __________________________________________________
C: __________________________________________________
***************THANK YOU***************
BIBLIOGRAPHY
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