a project report on customer satisfaction to words after sales and services of mahindra tractors at...

Shree Prakash Motors Gadag

1. INTRODUCTION:-

This study will help to find the level of Customer satisfaction of the Customers in the

authorized M&M service station in Gadag dist. To know the reason for decline of customers at

service station, to know the perception of customers regarding the charges or rates offered by the

service station and to know any suggestion from customers to improve the service.

The study is scheduled through primary data and other information thereby preparing Questionnaire, which focuses of various variables, and attributes that are important to know the satisfaction level and the factors affecting the purchase decision.

Serving the consumer demand with the help of marketing channels, and then in turn, expanding the market even in the face of keen Competition. The marketing objectives, developed the marketing plan, or program and control the marketing program to assure the accomplishment of the marketing objectives.

Marketing begins with the customer, not with production cost, sales, technological and

marks and it ends with customer Satisfaction and social well-being.

Marketing covers all business activities necessary for ascertaining market demand, planning,

and product availability, affecting transfer of ownership of products, providing for their physical

distribution and facilitating the entire marketing process.

Tractor, a self-propelled unit used to pull loads, to carry and operate tillage, cultivating and

harvesting machinery and to provide power through the suitable belt pulley, power take off, or

other power outlet, to drive stationary and drawn implements and machines, As distinguished

from “traction engines", which were self propelled steam engine tractor are powered with

internal combustion engines. The word" Tractor" was coined by combining parts of the words

TRACTION and MOTOR, and was first noted in a patents issued in the united states in 1890.

This project report is an academic excursive for discussing in general in marketing of

tractor and probing into the marketing of Mahindra tractors in particular. The secondary and

primary data have been collected for the purpose and this recommendation have been given for

the improvement of marketing strategy of tractors in Shree Prakash motors Gadag and

services in particular.


1.2 Problem Statement :-

In today’s competitive world customer plays an important role in every business. The main

purpose of every business is to satisfy its existing customers and attract a new customer which is

also known as acquiring customers.

Based on the above statement I have decided to take up my academic project on “A STUDY ON

CUSTOMER SATISFACTION AFTER SALES & SERVICES OF MAHINDRA

TRACTOR AT SHREE PRAKASH MOTORS GADAG”

1.3Need for the Study:-

The need of the study is to analyze the customer satisfaction after sales & services and fill in the

gaps if any which in turn can improve the service to the customer of Shree Prakash Motors

Gadag.

1.4Scope of the Study:-

In this competitive world retaining the customers has become very important, hence it has

become part and parcel of the business. Business which can adapt to quick changes and get

access to improvised technology can survive in this tuff market conditions.

This study will help us to understand customers, preference and their needs expected from the

business owners. This study will not only help me as a student but it also assists shree prakash

motors automobiles to improve their service standard.

1.5 Objectives:-


To study about the customer satisfaction on the service provided by the dealers

To study the perception of customer’s regarding the charges/rates offered by the

service center.

To study the suggestions from customer’s to improve the service center.

To study the customer satisfaction with usage of their tractors.

1.6Topic areas:-

Sales, services, Accountability and Evaluation, Operations Management and Leadership. A

population to be reached through some action or intervention; may refer to groups with specific

demographic or geographic characteristics. The group of people you are trying to reach with a

particular strategy or activity. The target population is the population I want to make conclude an

ideal situation; the sampling frames to matches the target population. A specific resource set that

is the object or target of investigation. The audience defined in age, background, ability, and

preferences, among other things, for which a given course of instruction is intended.

1.7Data collection :-


Data collection took place with the help of filling of questionnaires. The questionnaire

method has come to the more widely used and economical means of data collection. The

common factor in all varieties of the questionnaire method is this reliance on verbal responses to

questions, written or oral. I found it essential to make sure the questionnaire was easy to read and

understand to all spectrums of people in the sample. It was also important as researcher to

respect the samples time and energy hence the questionnaire was designed in such a way, that its

administration would not exceed 4-5 minutes. These questionnaires were personally

administered.

The firsthand information was collected by making the people fill the questionnaires. The

primary data collected by directly interacting with the people. The respondents were contacted at

shopping malls, markets, places that were near to showrooms of the consumer durable products

etc. The data was collected by interacting with 100 respondents who filled the questionnaires and

gave me the required necessary information. The respondents consisted of Farmers,

Businessmen, and Professionals etc. the required information was collected by directly

interacting with these respondents.

1.8 Limitations of the Study:-

Time constraint has prohibited from going deep into the subject.

The information obtained or the collection of data is limited.

The study is purely academic.

Due to time constraints the study is restrict to Gadag dist only.

Only the customers of Shree Prakash Motors Gadag were considered as respondents.

The survey was conducted in this urban sector of respondents thus it cannot be

generalized.

The information provided by respondents could be biased

2. INDUSTRY SCENARIO INTRODUCTION:-


The tractor industry in India has developed over the years to become one of the largest

tractor markets in the world. From just about 100,000 units in early eighties the size of tractor

market in the country has grown up to over 200,000 units. Today industry comprises of 14

players, including 3 MNCs. The opportunities still are huge considering the low farm

mechanization levels in the country, when compared to other developed economies across the

world. Key concern for the industry is its dependence on agricultural income in hands of farmers

and the state of monsoon.

The key players are Sonalika, John Deer, New Holland Easier , Swaraj,etc.

2A.2 HISTORY OF THE TRACTOR:-

The word tractor was derived from the combining parts of the word TRACTOR and

MOTOR and was first noted in a patent issued in USA in 1890. A self profiled power unit used

to pull 100 to carry and operate till age cultivation harvesting, machinery to provide power take

of or other , power out let a drive stationary and down implements, machinery as distinguish

from tractor to pro puller steam engine tractors.

Tractor was first used during the 1870's this tractor’s called tractors engine were large

four wheeled Machine driven by steam. They provided enough power to pall as money as 40

plough they were too awkward to be practical.

The first tractors in the since of Powered traction vehicles, grew out of the stationary and

portable Steam engine Operated on farms in 19 the century and used to hour plows by 1890.


2A.3 MAHINDRA TRACTOR HISTORY:-

From army vehicles to farm tractors to major automobile manufacturing, Mahindra's relationship

with American industry goes back quite a few years. American GI's who served in India during

World War II recognize our parent company, Mahindra & Mahindra, which in l945 was selected

to assemble the famous Willis Jeep.

Following Indian independence in 1947, Mahindra & Mahindra charted a course of product

expansion and globalization.

The philosophy led to the company's entrance into the worldwide tractor. In 1962, M&M formed

a joint venture with International Harvester to make tractors carrying the name Mahindra &

Mahindra name-plate for the Indian market.

Armed with engineering, tooling and manufacturing know-how gained from this relationship,

M&M-a major auto maker- developed its first tractor, the B-275. This successor to International

Harvester's incredibly popular B-414 is still the basis for some current Mahindra & Mahindra

models.

Today, Mahindra is the first largest tractor manufacturer in the world with sales of nearly

1,25,000 units annually in 10 countries. This places them ahead of John Deere & Kubota. In

India, Mahindra has been the number one selling brand since 1983.

2A.4 TYPES OF TRACTORS:-

Tractors are classified according to weather wheels or tracks which are used to provide traction.


• Track laying Tractor:

These tractors are used to obtain better adhesion or lower ground pressure then would be

possible with an ordinary wheeled tractor.

• Four Wheel drive tractors:

These are able to work under any conditions since its engine is engaged to both the front & rear

wheel. Those in most general use are of the wheel drive type with two large wheel driving

wheels at the rear & two steering wheels at the front.

The Tractor Industry in India dates back to 1961 when a madras based company pioneered the

manufacture of farm equipment by establishing a tractor plant in collaboration with a

multinational agricultural machinery manufacturer. Today agricultural tractors are manufactured

by about 15 units in the organized sector with a total registered capacity of above 2 lakh.

2A.5 USES OF TRACTORS:-

Following are the uses of tractor.

In the field of agriculture tractor have an important role to play in rising productivity.

Tractors are used in the field of transportation. The fertilizers can be carried to the field &

the produce to the market with the help of tractors. It is also for the purpose of

transportation goods from one place to another.

Through the use of tractor farm practices were revolutionized & agriculture crops were

increased per hectare. Mechanized farming becomes possible through the use of tractors.

In stone crushers before the blasting of rocks drilling machines are used to drill the rocks

with the help of tractors.

Not only has animal power been displaced & human effort reduced through the use of

tractors.

2A.6 ROLE OF TRACTORS IN INDIAN AGRICULTURE:-


India has always been heavily dependent on agriculture for its economic growth. It

follows that mechanized farming would increase agriculture output in the given the huge trucks

of land which cultivated are would assume that tractors are sold in a big way in our country.

Indian agriculture is as old as civilization itself & the Indian farmer has the benefit of a vast

past experience the yield of crops in India are very low when compared to even some of the

south east when compared to even some of the south east Asian countries. Agriculture forms the

backbone of the Indian economy & despite concerted industrialization in the last four decades;

agriculture occupies a place of pride. Being the largest industry in India, it is the source of

livelihood for over 70% of the national income. Its importance in industrial development in the

supply of raw-materials to leading industries like jute, textile, sugar etc, is very high.

Agriculture increase national income & it helps in industrial development, agriculture helps

for the promotion of international trade & the development of agriculture is essential for

economic growth, the significance of agriculture in India arises also from the fact that the

development in agriculture is an essential for the development of the national economics.

Though the experience of Indian farmer the yields crops in India very low when compare to

other countries. For this reasons are quite obviously monocropping & repeated use of land

without rest is one problem is the efficient use of good fertilizers expect domestic fertilizers also

primitive & traditional, besides the wooden plough, hoe, sickle & other old method of practicing

agriculture no any mechanical or other devices are used.

By mechanization of agriculture we mean the replacement of animal & human power by

machinery & pouching done by tractors. Sowing & putting of fertilizers by the drill & reaping &

thrashing by the combined harvester & so on. The tractors will so be used in transporting crops

to markets. By using tractors, crops can be easily taken.

2B.1 COMPANY PROFILE :-


Mahindra and Mahindra incorporated in 1945, began operations, with assembly of jeeps

imported in semi knocked down (SKD) condition form wills, USA Mahindra and Mahindra &

Mahindra started manufacturing jeep in collaboration with wily overland corporation and

American motor cooperation (now parts of the Chrysler group) in 1954 and LCVs in 1965.

Tractor production started in 1965 in a joint venture company with technical collaboration of

international harvester company Chicago, USA. This company was merged with M and M in

1977. M and M is originally a principal supplier to the government for defense and other

departments. M and M has restructured its operations. While the focus is an automotive and

tractor divisions most of the other business including IT, Infrastructure and financial services

have been hired off into new ventures.

Mr. Anand Mahindra is a member of the class of 1977 Harvard College, Cambridge, mustache

sets form where he graduated manger cum laude (high honors).

In 1981 he secured on MBA from the Harvard business school in Boston after returning the India

he joined Mahindra urine steel company ltd.

In 1989 he was appointed president and deputy-managing director of MUSCO. In April 1997,

he moved over to M and M as the deputy- managing director. In April 1997, he was appointed as

the managing director by the board of M and M. Mr. Mahindra was also the co promoter and is

the chairman of total Mahindra finance ltd. Mr. Mahindra writes frequently on business and

general economic subject is leading business and Business magazines.

2B.2 Organization analysis:-


Mission/Vision:

Vision:

Indians are second to none in the world. The founders of our nation and of our company

passionately believed this. We will prove them right by believing in ourselves and by making

M&M Ltd. known worldwide for the quality of its product and services.

Mission:

We don’t have a group-wide mission statement. Our core purpose is what makes all of us want

to get up and come to work in the morning”.

2B.3 Goals and Objectives:-

To provide highly technological innovative product

By 2016 it wants to enter almost all continents of world

Plan to open 30 outlet pan in India by next 2 year

To make the production system even more efficient

To usher prosperity; for its customers, dealers, employees, society and all other

stakeholders.

To be the market leader in all power segments of tractors.

2B.4 SWOT Analysis:-


Strengths:

Over the years the company has emerged as one of the top players in the world in terms

of number of tractors sold. This gives a clear indication that the company's market share

is one of its biggest strengths.

The company's ability to introduce new products in the market and to generate sales

from those new products is a major strength. The reason being that this is very essential

for any company, for its survival in the long run.

Brand name and brand image

The company has established its brand name in other countries of the world as well. It

has a wide market spreading over the five continents. This is evident from the 40%

market share that it holds in the 30-40 HP tractors market in the US.

Weaknesses: The company is highly dependent on the rural sector, and the rural sector in turn is

highly dependent on the monsoons. As a result, if there happen to be bad monsoons (less

of rains) for two consecutive years it could have an adverse impact on the demand of

tractors for the company.

People are not fully aware about the brand as most of them are from the rural

background.

Opportunities:


The government has been trying to strengthen the exports of agricultural products.As a

result, the quality of agricultural products necessarily has to be very high. For this, they

need better rural and agricultural infrastructure. This might result in an increase in

demand for tractors.

In India, the penetration of tractors is 10 tractors per 1000 hectares of cropped area,

which is much below the world average of 19 tractors for the same. Thus there is scope

for the demand to increase.

Threats:

The company has a history of having invested in unrelated diversifications such as

telecom, holiday and resort inns, financial services, etc. which it has hived off as

subsidiaries from time to time when these turned unmanageable. This is a cause for

concern as such diversifications could divert the company's attention from its core

business. It is a dangerous tendency as it leads to destruction of shareholders value.

The entry of foreign players in the tractors segment could pose a threat to the company

as these foreign players are technically more competitive than Mahindra & Mahindra.

2B.6 The Indian Tractor Market:- The Indian tractor industry, dominated since time immemorial by a few

known brands, is in the process of a change. A look at the average growth rate recorded


by the tractor industry point towards a general slowdown. The growth rate for the eight

month period April- November 1996 has dropped to 13% from 16% recoded during the

previous year. Among the 3 Indian majors, Mahindra & Mahindra Tractor &Farm

Equipment (TAFE) & Punjab tractors, only M&M has recorded a marginal drop in

market share. Overall all of them have witnessed increased sales in terms of volume. As

for the otherswhich include the links of Eicher, HMT, ESCORTS etc., there has been

steady erosion in the market share. A begin state policy, which provides the buyer

subsidies & soft loans has seen the tractors become a popular substitute for the LCV as

utility vehicle in rural areas.

Due to the general slowdown in the growth rate of the Economy, the industry

expects to slow down. The growth rate in tractor declined from 18.5% in 1994-95 to

17.3% in 1995-96 & 1996-97 (April-Nov).

But there is one company which has defined this entire ‘slowdown’ pattern & is

growing at a steady pace. The co. is Punjab Tractors Ltd... The market share of Punjab

tractors has increased from 11% to 14.9% in 1996-97 (April- December). It overtook

Either in 93-94& Farm Equipment (TAPE).

The future of the tractor industry will see a shakeout of sorts. The small

players will either have to survive. According to experts, ten years from now, the market

will stagnate. If at all there is a market that will grow, it will be one for replacements. Till

then Tractor players will continue to trudge along slowly maintaining a 5-6 percent

growth rate.

Hence the performance of the companies, from the automobile industry that

have featured in this year's top50 reveals that though the industry is in the grip of

recession players with very good fundamentals will always continue to reward the

investors.

The Indian tractor industry sold approximately 2.2 lakh tractors between, April

1996&March 1997. On an average the tractor market gas grown by 6% to 7% each year

since 1993. When the industry was of around 1.4 lakh tractors in all these years some of

the companies had limited production capacities & the customer had to wait for most

popular models. These problems were more acute in the season & often aggravated by

the short supply of premium models.


However, since October 1996, a distinct change has been observed in the tractor

market. All tractors models, including the so called premium products, are readily

available in the show room. The main reason for this phenomenon is that all tractor

manufacturers have been gradually increasing their production volume in the last few

years and presently the total production capacity of all the tractor manufacturers has

reached approximately 2.7 lakh units. This will ease the supply position of tractors and in

times to come the customer will not have any waiting period for a tractor.

2B.7 Domestic Operations:- The Mahindra Group’s Farm Equipment Sector is the largest producer of

agricultural tractors in India. It has enjoyed an unparalleled market leadership in the

domestic market for the last 23 years. With a 30% market share, the Bhoomiputra,

Sarpanch and Arjun brands of tractors make the Group’s Farm Equipment Sector present

in all the major segments in India. Mahindra & Mahindra recently consolidated it position

as the leader of the Indian tractor industry when it acquired 43% stake in Punjab Tractors,

the owner of the leading Swaraj brand of tractors.

It has a large customer base of 12, 00,000 satisfied customers and the deepest

distribution reach. The Sector has four manufacturing facilities in India, located in

Mumbai and Nagpur in Maharashtra, Rudrapur in Uttaranchal and Jaipur in Rajasthan.

The Farm Equipment Sector has always been a process driven organization with a strong

focus on its quality systems. The TQM movement in the Sector has brought accolades

like the most coveted Deming Application Prize, making it the first tractor company in

the world to win recognition of this stature.

2B.8 Overseas Operations:-


With headquarters at Tomball (Texas), Mahindra USA is a wholly

owned subsidiary of Mahindra & Mahindra. Over the years, Mahindra USA has grown

by leaps and bounds and has reinforced its position in the Compact and Utility segment.

It works hand in hand with a network of hundreds of leading tractor dealers throughout

the country to provide its American customers complete product support and quality

After Sales Service. The Company has also enhanced its capabilities with another

assembly plant and distribution centre in Calhoun (Georgia) and Red bluff (California).

Mahindra Australia, based in Brisbane, is a branch of the global farm

equipment manufacturer Mahindra & Mahindra. Mahindra Australia currently offers a

complete line of 2WD and 4WD Compact and Utility models with an option to have

performance matched attachments like Loaders and Mowers.

Mahindra China Tractors, a joint venture between the Jiangling Motors

Company Group and Mahindra & Mahindra, started operations in July 2005. It will see

Mahindra &Mahindra further expanding the product range and developing more tractors

for China as well as other overseas markets.

2B.9 Mahindra Tractors is one of India’s most innovative companies:-


Mahindra & Mahindra’s Farm Equipment Sector (FES) has featured in the top

10 list of most innovative Indian companies compiled by the Wall Street Journal as part

of its survey to determine Asia’s 200 most-admired and innovative companies.

The Asia 200 surveys is the ultimate performance review of Asia’s leading

companies. The survey takes into account key criteria including long-term vision,

innovation in responding to customer needs, quality of products and services, corporate

and financial reputation.

Innovation is the cornerstone of business at Mahindra Tractors which has

pioneered several innovative products and services in the recent past.

The Mahindra Shaan is one such product resulting from this culture of innovation.

India’s first multi- utility tractor, the Shaan helps in farming activities and facilitates

transportation as well. It has been designed keeping in mind the needs of the young and

progressive farmer – increased income and pride of ownership resulting from style,

comfort and modernity. The Shaan has led innovation in the tractor market and has

initiated the transition from a ‘product feature - price’ led business approach to a ‘value-

led innovation’ business approach. The product has positively impacted the lives of

several customers across the country, facilitating unique uses, such as mobile flour mills,

brick kiln operations, vegetable farming and transportation of farm produce, water tanker

haulage, transportation of goods and people.

In early 2007, Mahindra Tractors launched India’s first 5% bio-diesel tractor

which is the outcome of the sector’s relentless focus on R&D and its commitment to a

cleaner environment. The utilization of renewable Biodiesel as a fuel for transportation

vehicles is one of the significant technologies being developed for automotive

application. The Bio-Diesel programmed is one of Mahindra’s investments in India’s

sustainable economic development.

FES has been the market leader in the Indian tractor Industry for the last 25

years and ishistorically known for the superior quality of its products and focus on

customer centricity. It is also the only tractor company in the world to win both the

Deming Application Prize and the Japan Quality Medal, two of the highest quality

accolades which can be won by any company.

2B.10 MAHINDRA & MAHINDRA TRACTOR SALES RISE BY 16%:


Mahindra & Mahindra announced that its tractor sales for the month of march

2014 stood at 7,000 units as compared to 6011 units for the same period last year,

recording a growth of16.45%

. Exports: -

They exports during march 2014 were 597 units as against 561 units for the

same period last year, recording a growth of 6.42%. Total sales (domestic and exports)

for the month were 7,597 units, as compared to 6,572 units for the same period last year,

recording growth of 15.59%.

Cumulatively, during this fiscal, Mahindra & Mahindra tractors sales in the

domestic market were 41,455 units as compared to 37,611 units for the April- August

quarter last year, recording a growth of 10.22%.

Shares of the company declined Rs 5.2, or 0.9%, to settle at Rs 572.85. The total

volume of shares traded was 15,411 at the BSE.

2B.11 M&M IN INDIA:-

MAHINDRA & MAHINDRA LTD. was established in 1962 at Mumbai. The

company is India's first large scale project based on totally indigenously & totally

indigenous design, know how & technology was promoted by the International Harvester

company of U.K.At present the name of owner of the company is Anand G Mahindra.

The Mahindra Factory is located at Akurli Road. Mumbai & their implement

division are at Nagpur. The factory is among the first to be set up in this Industrial town.

Its main marketing Department is at Worli Road, Mumbai.


2B.12 GROWTH OF THE ORGANIZATION:- Mahindra & Mahindra Ltd... Consist of 3 divisions.

1. Mahindra tractor Division.

2. Mahindra Jeep Division.

3. LCV Division FORD-ESCORT- MAHINDRA Collaboration.

Mahindra tractor Division started with annual capacity of 500 tractors & with

capacity of Rs 400 crores. It went into commercial production in the year 1962 with 35

HP ranges of tractor. At present the annual capacity of Mahindra Tractor division is 8000

tractors & with capacity of Rs 2000 crores.

The company is managed by seven Boards of Directors with Secretary, Deputy

Manager, and Chairman. The day to day operations are managed by the Managing

directors.

Having Mahindra & Mahindra established in the Indian Market. Mahindra

Tractor Division made a determined starts in 1995-96 year to establish itself in the

international market over the years, a large number of Mahindra tractors & implements

are operating in many countries like Australia, Pakistan, Brazil, Srilanka, and Alzeria. It

would be very glad that the pure Indian company with Indian technology export tractors

& the implements to other countries or foreign countries.

Most of the Mahindra & Mahindra Tractors are sold Foreign countries are 30

HP range of Model. But in Indian market 40 HP ranges of tractors is more demand.

Mahindra has 728 dealers in the entire country & it has 30 dealers in Karnataka.

2B.13 Dynamic growth:-


During the 35 years of its existence, Mahindra & Mahindra tractors division has

not only expanded its tractors manufacturing capacity of tractors per annum but also

more product in to manufacturing range Mahindra has emerged as a major industrial

complex in India. The Mahindra is only one pure Indian company, without any alliance

of collaboration with any multinational countries which manufactured the machine tools.

Mahindra name is synonymous with the quality machine tools in the major

industrial concerns in India. Mahindra was not only manufactured tractors but also

manufactured harvesters, combines, forklifts, trucks, agriculture implements and

automobile castings. High technology, sophisticated tool room equipment and modern

R&D facilities, including computer aided designs and computerized testing machines,

blending with decade of experience of Indian conditions, has resulted in technology

relevant to Indian conditions.

The export performance, Mahindra has always been conscious that the quality if

its products lie in it acceptable in the world market, entry in export market means, it has

to know what sells abroad and it has to design its product according to network in India,

which will serve as a major source of competitive advantage.

The Indian tractor market is anxiously awaiting the arrival of global tractor

giants like John Deere, New- Holland, Same, Steyretc and the existing players have also

enhanced their product volumes, models range and quality. In this highly competitive

market- driven scenario, the complete purchase process shall focus around the customer

needs. At these crucial juncture, there shall be used to plan a series of multiple activities

to gear up all over business processes to face the future market where in we envisage that

“the customer will be king” and that “customer satisfaction” shall be the prime

consideration for all over systems.

Mahindra & Mahindra Tractors, also known as Mahindra & Mahindra

Limited - an Indian automobile company, is one of the largest tractor manufacturers in

the world.

2B.14 M&M Ltd. Tractors record 19% growth in Sales in march 2015


Mumbai Tuesday march 1, 2015.

Mahindra & Mahindra’s Farm Equipment Sector (FES), a part of the U.S. $6.7

billion Mahindra Group, significantly consolidated its leadership position in the tractor

industry in June 2014.

For the month of march 2015, domestic sales of tractors of Mahindra & Mahindra

Ltd. were 11054 nos., a growth of 16% and exports during the month were 954 nos., a

growth of 69% over the corresponding month last year. Total sales for the month were

12008 nos., a growth of 19% over the corresponding month last year.

M&M is the third largest tractor company in the world. It is also the largest

manufacturer of tractors in India with sustained market leadership of around 25 years. It

designs, develops, manufactures and markets tractors as well as farm implements.

Mahindra & Mahindra grew from being a maker of army vehicles to a major

automobile and tractor manufacturer. It has acquired plants in Chinaand the United

Kingdomand has three assembly plants in the USA. M&M has partnerships with

international companies like Renault SA, France and International Truck and Engine

Corporation, USA.

World-class products with high quality, reliability, durability and multiple

features.

Not only in India one of the largest tractors, markets, it is also one of the few

growing markets in the world that is expected to saturate only by the year 2005, by when

it shall have a stable demand of around 3.5 lakh units per annum.

In the near future the customer will have a multiple variety of models to choose

from, not only in terms of quality, technology, reliability &overall economics. In this

scenario the role of a dealership for delivering total customer satisfaction through all its

thoughts, words and deeds becomes the single highest priority objective in the times to

come.

2B.15 Distribution Network:-


The company has not only contributed by supplying a large number of tractors to

the Indian farmers but has also ensured proper backup services to help them operate.

Mahindra has a large network of sales, service, first aid centers &space parts dealers

spread throughout the length & a breadth of the country.

Mahindra has 728 dealers in the entire country. It has main dealers in Karnataka.

It is because of these well spread out facilities. That the ensures minimum downing time

of the tractors. The dealership have well equipped workshops having special tools and

equipment, field service motor- cycles to ensure prompt service is rendered at the door

steps of the farmer.

The demands for tractors in Indian market are as below.

The above table shows in the below diagram.

30%

20%30%

10%

10%

PERCENTAGE OF DEMOND475-DI 275-DI B-275 DI 665 ARJUNE OTHERS

MODELS PERCENTEGE OF DEMOND

475-DI 30

275-DI 20

B-275 DI 30

605 ARJUNE 10

OTHERS 10

TOTAL 100


Major Milestones:-

1945

October 2, Mahindra & Mohammed formed.

1948:

The Company was renamed Mahindra & Mahindra Limited (M & M)

Steel Trading business was started in association with suppliers in U.K.

1948:

Business connections in USA through Mahindra Wallace.

1949:

Wallace Steel trading on behalf of European suppliers.

Jeep Assembly commenced.

1953:

Otis Elevator Co. (India) established.

1954:

Technical & Financial Collaboration with Willys Overland Corporation.

1957:

Mahindra Owen formed - a JV with Rubery Owen& Co. Ltd., UK.

1962:

Mahindra Ugine Steel Company (MUSCO) formed - a JV with Ugine

Kuhlmann,France.


1963:

International Tractor Co. of India (ITCI) formed - a JV with International

Harvester Co., USA.

1965:

Vickers Sperry of India Ltd. a JV with Sperry Rand Corporation, USA.

Manufacture of Light Commercial Vehicles commenced

1970:

Mahindra Engineering & Chemical Products Ltd.(MECP) commenced

operations.

1971:

International Harvester collaboration ended.

1975:

Switch over to diesel vehicles in-house development.

1977:

ITCI merges with M&M, to become its Tractor Division.

1979:

License from Automobiles Peugeot, France for manufacture of XDP 4.90

DieselEngines.

1982:

License from KIA for manufacture of 4 Speed Transmissions.

"Mahindra" brand of tractors born.

Siro Plats formed.


1983:

M&M becomes market leader in Indian Tractor Market. (Position retained

ever since)

1984:

Mahindra Hellenic Auto Industries S.A. formed - a JV in Greece to assemble

and market utility vehicles in Europe.

1986:

Mahindra British Telecom (MBT) formed - a JV with British

Telecommunications plc (BT), UK.

1987:

Acquired International Instruments Ltd.

1989:

Automotive Pressing Unit (now MUSCO Stampings) acquired from GKW

1991: Introduction of Commander Series.

1992:

Triton Overwater Transport Agency Ltd., formed.

Implementation of the Service Center project at Kanhe.

Merged diverse activities of Steel, Machine Tools, and Graphics into

Intergrade Division.

1993:


Incorporation of MBT International Inc., USA, a wholly owned subsidiary of

MBT

The Company’s maiden international offering – the US$ 75m GDR issue.

1994:

Mahindra Realty & Infrastructure Developers Ltd. (MRIDL) formed

Mahindra USA Inc., formed, for distribution of Tractors in the USA

EAC Graphics (India) Ltd., formed in collaboration with The East Asiatic

Company Ltd. A/S, Denmark

1999:

The Company acquired major stake in Gujarat Tractors.

2000:

The Company unveils new logo.

Mahindra Auto SpecialtiesLtd. a new 100% subsidiary is formed. M&M sets

up its first satellite tractor plant at Rudrapur.

The Company launches New Age Tractor, the Mahindra Arjun 605 DI (60

HP tractor).

2003:

M&M opens a second tractor assembly plant in USA.

M&M Tractors awarded the prestigious Deming Prize for excellence in

Quality .

The first tractor company in the world to receive the award.

M&M launches India's first Turbo tractor - Mahindra Sarpanch 595 DI

Super Turbo. Scorpio wins National Award for R&D

. 2004:

Launched the Mahindra World Tractor - a 75 HP tractor in the overseas market.


Formed a new Sector, Mahindra Systems and Automotive Technologies (MSAT), to

focus on developing components as well as offering engineering services.

M&M becomes the first Indian company to achieve sales of one million tractors.

2005:

Acquired 51% stake in SAR Transmission Private Limited, a company engaged in

manufacture of gears and transmission shafts.

M&M Farm Equipment Sector launch operations in Australia.

M&M becomes the first Indian auto manufacturer to launch the Common Rail Diesel

Engine (CRDe), offering it on the Scorpio.

Acquired 80% stake in the JV with Jiangling Motors i.e. in Mahindra (China) Tractor

Company.

The first tractor from the JV, Mahindra (China) Tractor Co. Limited, rolled out on 2 July

2005

2011:

Mahindra & mahindra is armed with a contemporary brand identity to accomplish its

repositioning mission that started in 2011 “MAHINDRA RISE”

2012:

Mahindra & mahindra company changed logo “Mahindra rise”

s

2015:

Mahindra tractors sell 10,392 units in highest sell in India during march 2015.


ORGNIZATION PROFILE :

BRIEF HISTORY OF THE DEALER:-

NAME OF ORGANIZATION SHREE PRAKASH MOTORS GADAG

OWNER NAME SHREE PRAKASH KARI

ESTABLISMENT 2012 Oct 14

VIHICALS BRAND “MAHINDRA TRACTORS”

ADDRESS A.P.M.C ROAD NEAR SBI BANK GADAG-

582102

CUSTEMER CARE NO: STD:08372-274919

MOB:9663366331

WEB SITE [email protected]

[email protected]

AREA COVERD GADAG DISTRICT

http://[email protected]/


MANAGEMENT PROFILE

CHAIRMAN SHREE PRAKASH KARI

SALES MANAGER KUMAR KAMBLI

WORKSHOP MANAGER BASAVARAJ.N.M

SERVICE SUPERVISER SHRIRANGA.HUVILGOL

ACCOUNTANT LAXAMAN.KALABURAGI

TOTAL EMPLOYES IN SALES

DEPARTMENT 15

TOTAL EMPLOYES IN SERVICE

DEPARTMENT 17


Show room

The showroom sports a uniform look and the service station is situated behind the

show room. The service station area however upgraded as per company specification. Mr.

Prakash kari are very good dealers in Gadag area. They are also having a skill of

marketing. Mr.Vijay. S the manager of the company, who is looking after all sales and

services of the firm. He has very good tractor mechanic in Gadag area. He is also having

a skill of marketing of tractors. In the beginning the firm initial capital was 600 and sale

of the tractor is 15 per month. The firm started to deal with Mahindra tractors &

implements and spare parts of the Mahindra tractors in the range 25 hp,30hp,33hp

36hp,40 hp.50 hp ,with regard to 225-DI,265-DI,365-DI,275-DI,B-275, 475-DI,585-DI

respectively. There is a large demand for the 295,275,475,575 tractors as other range of

tractors.


Service center

The service station is situated at the back side of the show room so that they

can provide timely repairs, and other service like wash services, wheel

alignment, oil change etc to the customers within time. They also provide

after sales services like free services up to one year of purchase and

demonstrations...etc. The place of purchase and place of service are situated

at the same place and it would be economical to the customers as well as the

service providers.


ORGANISATION STRUCTURE

SHREE PRAKASH MOTORS

Sales departme

nt

Account manager

Services departme

nt

Spare departme

nt

Sales manager

Main accountan

tsSupervisor Spare

assistants

Sales officer

Accounts clerical

saff

Service advisors Pickers

Sales exicutives

Helpers

owner


INFRASTRUCTURE FACILITIES:-

Land and building:

The firm is having its own building. The office covers an area of

4125.0 square feet, East- west 75"feet, North-south 55 feet.

Power:

The electric power requirement of the firm is of 150 to 250 unit’s pm. The

electric power consumer by the firm’s showroom is about 150 units and service attain

like water washing of vehicles etc., take the power consumption of 100 to 150 units.

Machinery:

The firm is well equipped machines and tolls are used in services facilities

to vehicle the value of tool is the firm more than Rs. 1, 50,000.

Recruited staff of the firm:

o General Manager.

o Sales manager.

o Workshop manager.

o Spares manager.

o Accounts staff.

o Mechanics

Man power:

The firm has sufficient staff. There are 15members working in the

showroom. There are 17 foremen working in the showroom.

Advertisement:

Advertisement is the main aims for create demand for the product in the

mind of the customer and improve the competitive strength. The dealer is advertisement

its vehicles through various media such as local news paper and states news papers,

magazines etc.


2C.4 DEMAND FOR THE PRODUCT:

Generally the market is a medium to secure certain volume of sales. It is

mainly interested in the demand side of the market. Market consists of individuals and

group of people institution and corporate bodies, their needs, their resources, their buying

habits and their preferences. The success of the marketing is also depends on the ability

to forecast the strength and character of demand as it is the basis for allocation of

resources in business.

There are three variable factors that relate to tractors in market demand,

that is demographic variables (population pattern) to ascertain size of demand, effective

demand (purchasing power) to ascertain potential demand life style pattern of the

customers.

COMPANY DEMAND:-

Company demand is volume of sales expected under given environmental

conditions for a specific time. It is function of firm strategies marketing effort and

specific the amount of sales turnover which would be realized by a company under

different levels of company’s selling efforts. It is the market share of a company.

Mahindra tractors are one of the main products of Mahindra and Mahindra

ltd., this company is having collaboration with many foreign companies. But now it is

indigenous in manufacturing Mahindra.

Following points affect the increased demand for Mahindra tractors:-

1. Manufacturing tractors by incorporating the best technology available.

2. Superior quality of raw material used in production.

3. Tractors having good specification when compared to other tractors.

4. Good service given by the agency to customers after sale tractors.


MARKETING MIX:-

Marketing of Mahindra tractors by Shree Prakash Motors:-

Shree Prakash Motors are one of the leading dealers of M Mahindra

tractors. The firm has commenced marketing of Mahindra tractors since. The firm has to

face many difficulties in the beginning to create primary demand for tractors. Today it is

very popular through the salesman and advertisement. The salesman travels through the

several villages in Gadag district.

Modern Marketing refers to all those activities involved identifying the present and

potential requirement of the consumers for goods and services and in securing the

distribution of those goods and services form the centers of production to place where

these are wanted and at a time they are wanted. Therefore modern marketing is failed to

be consumer oriented and it begins before production and also succeeds production.

PRODUCTS:

Ranges of tractors are,

SI NO MODEL HP

1 Mahindra 265DI BP 30

2 Mahindra 265 DI NST 30

3 Mahindra 275 DI BP 39


5 Mahindra 295DI TURBO 39



8 Mahindra 475 NST OIB 42



11 Mahindra 575 DI NST OIB 45

12 Mahindra 555 ARJUN 52

13 Mahindra 595 ARJUN TURBO 52

14 Mahindra 605 ARJUN NOVO 60


15 Mahindra YUVARAJ 215 15

PRODUCTS PROFILE :

MAHINDRA SARPANCH 265DI: 30 HP ENGINE :

o Type: MDI 1895

o Horse Power: 30 HP

o No. of Cylinders: 3

o Displacement: 1892

o CC Rated RPM: 2300 RPM

o Air Cleaner: 3 stage oil bath with Pre-cleaner

o Cooling System: Water cooled

TRANSMISSION:

o Type: Sliding Mesh

o No. of Gears: 8F + 2R

CAPACITY:

o Fuel Tank: 55 Ltrs.

o Engine oil sump: 6 Ltrs.

o Cooling System: 7.95 Ltrs.


o Transmission case: 23 Ltrs.

MAHINDRA BHOOMIPUTRA 265 DI ENGINE:

o Type: MDI 1895o Horse Power: 30 HPo No. of Cylinders: 3 o Displacement: 1892 CC o Rated RPM: 2300 RPM o Air Cleaner: 3 stage oil bath with Pre-cleanero Cooling System: Water cooled

TRANSMISSION:

o Type: Sliding Mesh Max. o Speed- Front: 29.25 KMPH Maxo . Speed- Back: 12.2 KMPH

CAPACITY:


o Fuel Tank: 45 Ltrs. o HYDRAULICS: Max.o Weight Carried: 1000 KG

MAHINDRA BHOOMIPUTRA 255 DI ENGINE:

o Type: MDI 2500

o Horse Power: 42 HP


o Displacement: 2523 CC

o Rated RPM: 2300 RPM

o Air Cleaner: 3 stage oil bath with Pre-cleaner

o Cooling System: Water cooled

o TRANSMISSION:

o Type: Sliding Mesh Max.


o Speed- Front: 30.48 KMPH Max.

o Speed- Back: 12.72 KMPH

o CAPACITY:

o Fuel Tank: 45 Ltrs.

MAHINDRA BUMIPUTRA 595 DI SUPER TURBO: 52 HP ENGINE:

o Type: MDI 3000 TC o Horse Power: 52 HPo No. of Cylinders: 4 o Displacement: 2523 CC o Rated RPM: 2100 RPMo Air Cleaner: Dry air cleaner with Pre-cleaner o Cooling System: Water cooled

TRANSMISSION:

o Type: Concentrate Mesho No. of Gears: 8F + 2R CAPACITY: o Fuel Tank: 55 Ltrs.o Engine oil sump: 9.4 Ltrs.o Cooling System: 7.95 Ltrs. o Transmission case: 25 Ltrs.o Hydraulics: 11.5 Ltrs.


DIMENSION:

o Max. Length: 3650 M.M Max.o Height: 2180 M.M o Wheel Base: 1970 M.M o Weight: 2160 K.G. (With full of Fuel, Oil and Water

MAHINDRA ARJUN 555 ENGINE:

o Model: NE 452 o Horse Power: 52 HP o No. of Cylinders: 4 o Displacement: 3054 CC o Rated RPM: 2100 RPMo Air Cleaner: Dry air cleaner with Clog Indicato

TRANSMISSION: o Type: Full constant mesh with Neutral safety switch .o No. of Gears: 8F + 2R CAPACITY: Fuel Tank: 65 Ltrs.

MAHNIDRA ARJUN NOVO (NEW MODALE)


MAHINDRA YUVARAJ 1 CYLINDAR TRACTOR

o Model: 125 HP

o Horse Power: 2HP


o Displacement: 1000 CC

o Rated RPM: 2100 RPM


o Air Cleaner: Dry air cleaner with Clog Indicato

TRANSMISSION:

o Type: Full constant mesh with Neutral safety switch .

o No. of Gears: 4F + 2R

CAPACITY:

o Fuel Tank: 20Ltrs.

PRICE LIST OF TRACTORS:-

SI NO MODEL HP TOTAL RS

1 265DI BP 30 432996

2 265 DI NST 30 450301

3 275 DI BP 39 462489

4 275 DI NST 39 470500

5 295DI TURBO 39 460889

6 475 DI BP 42 475153

7 475 DI NST 42 492049

8 475 NST OIB 42 497559

9 575 DI BP 45 519819

10 575 DI NST 45 544111


11 575 DI NST OIB 45 549620

12 555 ARJUN 52 591790

13 595 ARJUN TURBO 52 562943

14 605 ARJUN 60 595943

15 605 ARJUN NOVO 64 630100

16

YUVARAJ 215

20 280000

TRACTOR SPARES PARTS:-

There are so many parts of tractors, they are;-

Intake manifold winter related parts. Oil pump and oil pan. Oil fitter and related parts. Manifold as export system. Crank shaft fly wheel and related parts. Dual range and speed transmission gear. Powers take of an assembly. Clutch control. Clutch assembly. Radio and related parts. Water pumps parts. Fuel system Injection assembly. Air cleaner assembly. Throttle controls. Fuel Injection pump. Injection pumps governor. Fuel filters assembly. 8-Speed transmission gearshift leaver and related parts. Hydraulic lift cover. Hydraulic cylinder. Hydraulic shaft. Hydraulic system


Hydraulic linkage and related parts. Hydraulic pump assembly. Flow control value and related parts. Center housing and related parts. Differential locks linkage parts. Rare and differential related parts. Steering gear assembly. Electrical system of R.H and L.H. Gear right and wringing. Battery and Battery support. Storing motor drive and relay assembly. Deluxe seal assembly. Front wheel assembly. Standard rear wheels. Break and break controller. Front oxlestreeing and related parts.

Literature review

3 Customer Satisfactions After Sales & Service:-

Customer satisfaction is one of the main objectives of any organization. Every

organization tries to know the customer satisfaction about their products. So a study on customer

satisfaction helps the organization as well as me to gain a vast knowledge over the real world

tastes and preferences of customer .

Whether the buyer is satisfied after purchase depends on the offers performance in

relation to the buyer’s expectations. In general satisfaction is a person’s feelings of pleasure or

disappointment resulting from comparing a products perceived performance in relation to his or

her expectations.

As this definition makes clear, satisfaction is a function of perceived performance and

expectations. If the performance falls short of expectations, the customer is dissatisfied. If the

performance matches the expectations, the customer is satisfied. If the performance exceeds

expectations, the customer is highly satisfied or delighted.

Many companies are aiming for high satisfaction because customers who are just satisfied

still find it easy to switch when a better offer comes along. Those who are highly satisfied are


much less ready to switch. High satisfaction or delight creates an emotional bond with the brand,

not just a rational preference. The result is high customer loyalty. Xerox’s senior management

believes that a very satisfied or delighted customer is worth 10 times as much to the company as

a satisfied customer. A very satisfied customer is likely to stay with Xerox many more years and

buy more than a satisfied customer will.

How do buyers form their expectations? From past buying experience, friends and

associates advice and marketers and competitors information and promises. If marketers raise

expectations too high, the buyer is likely to be disappointed, for example, holiday inn ran a

campaign a few years ago called ‘no surprises’ yet hotel guests still encountered a host of

problems, and holiday inn had to withdraw the campaign. However, if the company sets

expectations too low, it won’t attract enough buyers (although it will satisfy those who do buy).

Some of today’s most successful companies are raising expectations and delivering

performances to match. These companies are aiming for tcs- total customer satisfaction. Xerox

for example, guarantees ‘total satisfaction’ and will replace at its expense any dissatisfied

customer’s equipment within a period of three years after purchase. Cigna advertises “well never

is 100% satisfied until you are, too.” And one of Honda’s ads says: “one reason our customers

are so satisfied is that we aren’t.” Nissan invites potential infinity buyers to drop in for a “guest

drive” (not a “test drive”) because the Japanese word for customer is “honored guest.” Look at

what high satisfaction can do a customer’s decision to be loyal or to defect is the sum of many

small encounters with the company.

Customer support following the purchase of a product or service. In some cases, after-

sales service can be almost as important as the initial purchase. The manufacturer, retailer, or

service provider determines what is included in any warranty (or guarantee) package. This will

include the duration of the warranty€"traditionally one year from the date of purchase, but

increasingly two or more years “maintenance and/or replacement policy, items

included/excluded, labor costs, and speed of response. In the case of a service provider, after-

sales service might include additional training or helpdesk availability. Of equal importance is

the customer's perception of the degree of willingness with which a supplier deals with a

question or complaint, speed of response, and action taken. Quality, price, and service are three

factors are critical to the success of any export sales effort.


Quality and price are addressed in earlier chapters. Service, which is addressed here,

should be an integral part of any company's export strategy from the start. Properly handled,

service can be a foundation for growth. Ignored or left to chance, it can cause an export effort to

fail.

Service is the prompt delivery of the product. It is courteous sales personnel. It is a user or

service manual modified to meet your customer's needs. It is ready access to a service facility. It

is knowledgeable, cost-effective maintenance, repair, or replacement. Service is location. Service

is dealer support.

3.1 Service Delivery Options:

Service is an important factor in the initial export sale and ongoing success of

products in foreign markets. U.S. firms have many options for the delivery of service to foreign

buyers.

A high-cost option - and the most inconvenient for the foreign retail, wholesale,

commercial, or industrial buyer - is for the product to be returned to the manufacturing or

distribution facility in the United States for service or repair. The buyer incurs a high cost and

loses the use of the product for an extended period, while the seller must incur the export cost of

the same product a second time to return it. Fortunately, there are practical, cost-effective

alternatives to this approach.

If the selected export distribution channel is a joint venture or other partnership

arrangement, the overseas partner may have a service or repair capability in the markets to be

penetrated. An exporting firm's negotiations and agreements with its partner should include

explicit provisions for repairs, maintenance, and warranty service. The cost of providing this

service should be negotiated into the agreement.


For goods sold at retail outlets, a preferred service option is to identify and use local

service facilities. Though this requires up-front expenses to identify and train local service

outlets, the costs are more than repaid in the long run.

For example:- A leading Canadian manufacturer of consumer personal care items

uses U.S. distributors and sales representatives to generate purchases by large and small retailers

across the United States. The products are purchased at retail by individual consumers. The

Canadian firm contracted with local consumer electronic repair facilities in leading U.S. cities to

provide service or replacement for its product line. Consequently, the manufacturer can include a

certificate with each product listing "authorized" local warranty and service centers.

There are administrative, training, and supervisory overhead costs associated with such a

warranty and service program. The benefit, however, is that the company is now perceived to be

a local company that competes on equal footing with domestic U.S. manufacturers. U.S.

exporters should keep this example in mind when entering foreign markets.

Exporting a product into commercial or industrial markets may dictate a different

approach. For the many U.S. companies that sell through distributors, selection of a

representative to serve a region, a nation, or a market should be based not only on the

distributing company's ability to sell effectively but also on its ability and willingness to service

the product.

Assessing that ability to service requires that the exporter ask questions about existing

service facilities; about the types, models, and age of existing service equipment; about training

practices for service personnel; and about the firm's experience in servicing similar products.

If the product being exported is to be sold directly to end users, service and timely

performance are critical to success. The nature of the product may require delivery of on- site

service to the buyer within very specific time parameters. These are negotiable issues for which

the U.S. exporter must be prepared. Such on-site service may be available from service

organizations in the buyer's country; or the exporting company may have to send personnel to the

site to provide service. The sales contract should anticipate a reasonable level of on-site service

and should include the associated costs. Existing performance and service history can serve as a


guide for estimating service and warranty requirements on export sales, and sales can be costed

accordingly. This practice is accepted by small and large exporters alike.

At some level of export activity, it may become cost-effective for a U.S. company to

establish its own branch or subsidiary operation in the foreign market. The branch or subsidiary

may be a one-person operation or a more extensive facility staffed with sales, administration,

service, and other personnel, most of whom are local nationals in the market. This high-cost

option enables the exporter to ensure sales and service quality, provided that personnel are

trained in sales, products, and service on an ongoing basis. The benefits of this option include the

control it gives to the exporter and the ability to serve multiple markets in a single region.

Manufacturers of similar or related products may find it cost-effective to consolidate

service, training, and support in each export market. Service can be delivered by U.S.- based

personnel, a foreign facility under contract, or a jointly owned foreign-based service facility.

Despite its cost benefits, this option raises a number of issues. Such joint activity may be

interpreted as being in restraint of trade or otherwise market controlling or monopolistic.

3.2 Ten Rules for Great Customer Service:

Think about the last time you had a negative buying experience. Did an e-commerce site fail to respond to your email query? Did a sales associate at your neighborhood computer store fail to know the difference between a floppy drive and a hard drive? Perhaps you were left on hold for an inordinate “Efficient and affordable online customer service training”.

Amount of time when you called a mail-order company's toll-free line.

Negative buying experiences are almost always linked to shoddy customer service. Even though most businesses claim that they put people first, it's rare to find good customer support.

But customer service isn’t extinct. In fact, after consumer groups and the media took potshots last year at e-commerce sites for leaving customers in the lurch, many businesses began to focus more attention on their service.

Strong customer service is a business essential.

Providing it isn’t as difficult if you and your employees achieve these 10 basic rules:


Commit to quality service. Everyone in the company needs to be devoted to creating a

positive experience for the customer. Always try to go above and beyond customer

expectations.

Know your products. Convey an articulate and in-depth knowledge of products and

services to win customer trust and confidence. Know your company’s products, services,

and return policies inside and out. Try to anticipate the types of questions that customers

will ask. Update and amend your FAQ page frequently.

Know your customers. Try to learn everything you can about your customers in order

to tailor your service approach to their needs and buying habits. Talk to customers about

their experience with your company, and listen to their complaints. In this way, you can

get to the root of customer dissatisfaction.

Treat people with courtesy and respect. Remember that every time that you, your

employees, and your colleagues make contact with a customer — whether it’s by email,

phone, written correspondence, or a face-to-face meeting — the interaction leaves an

impression with that customer. Use conciliatory phrases — "Sorry to keep you waiting,"

"Thanks for your order," "You’re welcome," and "It’s been a pleasure helping you" — to

demonstrate not only your commitment to customer satisfaction but your dedication to

courtesy.

Never argue with a customer. You know very well that the customer isn’t always

right. However, it is important that you do not focus on the missteps of a particular

situation; instead, concentrate on how to fix it. Research shows that 7 out of 10 customers

will do business with a company again if that business resolves a complaint in their favor.

Don’t leave customers in limbo. Repairs, callbacks, and emails need to be handled

with a sense of urgency. Customers want immediate resolution, and if you can give it to

them, you will probably win their repeat business. Research shows that the instance of

repeat business goes up to 95 percent when complaints are resolved on the spot.

Always provide what you promise. Fail to do this and you’ll lose both credibility and

customers. If you guarantee a quote within 24 hours, get the quote out in a day or less. If

and when you neglect to make good on your promise, apologize to the customer and offer

some type of compensation, such as a discount or free delivery. Overall, only make

promises that you are confident that you and your business can keep.


Assume that your customers tell the truth. Even though it may appear that customers

lie to manipulate a situation to their advantage, it is to your advantage to give them the

benefit of the doubt. The majority of customers don’t like to complain; in fact, they’ll go

out of their way — perhaps all the way to a competitor — to avoid it. If you hear

unhappy rumblings from your customers, take their complaints to heart and do your best

to appease their dissatisfaction.

Focus on making customers — not on sales. Salespeople, especially those who get

paid on commission, sometimes focus on the volume instead of on the quality of the sale.

Remember that to keep a customer’s business is more important than to close a sale.

Research shows that it costs six times more to attract a new customer than it does to keep

an existing one. Moreover, happy customers are the best and most effective way to find

new customers.

Make it easy to buy. The buying experience in your store, on your Web site, or

through your catalog should be as easy as possible. Eliminate unnecessary paperwork and

forms, help people to find what they need, explain how products work, and do whatever

else you can to facilitate transactions.

3.3 Assuring Customer Satisfaction:

"Those who enter to buy, support me. Those who come to flatter, please me. Those

who complain, teach me how i may please others so that more will come. Only those who

hurt me are displeased but do not complain. They refuse me permission to correct my

errors and thus improve my service." - Marshall Field.

The attitude of the professional is summed up in this statement. It establishes the

customer as the person to whom you are responsible. Customers support you; therefore,

they deserve vip treatment.

When your customers are happy, you are happy. When they complain, you are

unhappy, but you examine the complaint calmly and see it as an opportunity to learn as

well as satisfy their needs. The quote echoes the fear that customers will not vocalize

their dissatisfaction, but instead take their business elsewhere.


There's another quote that's even more important to salespeople and companies

immediately upon making a sale—

"The sale begins when the customer says...yes."

In the old days, it used to be, "the sale begins when the customer says...no," but

that's a totally inappropriate attitude to embrace in today's customer-driven business

environment.

3.4 Keeping your customers happy Since your first concern is customer satisfaction you should be aware of some

emotional stumbling blocks in your path:

selective perception, user error and buyer's remorse. Selective perception is the

process in which a person sees only selected details from the entire picture. This attention

to detail is sometimes petty. For example, a customer may have a new copying machine

that works like a charm, but he is irritated by the sound of the motor. He focuses only on

what is wrong rather than what is right.

This occurs because buyers expect their purchases to be perfect. Regardless of

the purchase price, they figure that for what they spent, they deserve perfection. When

you encounter someone who practices selective perception, evaluate the situation to

determine if the complaint is reasonable or exaggerated.

If it is exaggerated, try to resolve the problem by pointing out benefits and

features that compensate. Put the negative detail in a different perspective for your client

so that it becomes one small part of the total picture.


Many sales involve the installation of a new system or piece of equipment, and

the buyer or their employees must be trained to use it. Their successful use of the

equipment depends upon the effectiveness of the training, and it is imperative that the

salesperson follows through after the training period to make sure the client uses the

purchase properly.

It is not uncommon for people to forget 75 percent of what they hear after two

days. This can cause "user error", which will significantly affect the outcome of your test

and may prevent your client from reaching his success criteria.

Often a client will be unhappy about a purchase and not realize that it is due to

improper operation. The more complex something is, the more training it requires using it

properly. In the interest of implementing the product quickly, users may settle for

incomplete training or become sloppy in their application of good training. In any case,

look for user error whenever a success criterion is not reached.

"Buyer’s remorse" refers to the regret that a buyer feels after making a purchase. It

could be caused by selective perception, user error, or the client's error. Whatever the

reason, the full benefits of the product are not realized.

3.5 Handling customer complaints Whether your customer's complaint is legitimate or not, follow it up with a

service call. Whenever possible, do it personally instead of sending someone from the

customer service department. It provides the personal service that your customer

appreciates and it may obviate the need for a technician or serviceman to call. As an

alternative, both of you can go together to handle customer complaints.

Keep the following guidelines in mind:

Don't procrastinate making the call.

Often the problem is not as serious as it sounds. Some customers "read the riot act" when they call about a complaint. A delay in responding will only irritate your client more.

Admit mistakes and apologize.

Just because you made the sale does not mean you can become defensive about your company, product or service. Even the most reputable companies make mistakes and


have problems with their products. You may want to restate the customer's complaint to show that you are listening and have an understanding of the problem.

Show compassion for your customer.

Whether the complaint proves to be true or false, show your customer that you are concerned and will investigate the problem immediately. Help the customer calm down by saying, "i can understand why you feel the way you do."

Actively listen to your customer's complaint.

Talking will make him feel less anxious about it. Let your customer "vent" his feelings before you react to the situation. Be sympathetic and encourage the customer to "blow up." afterward, he'll feel better; this means he'll be in a better frame of mind.

Don't pass the buck to your company or someone else within it.

This may take the blame off you, but it undermines the integrity and organization of the company, and your customer will lose confidence in your firm.

3.6 Maintaining customer satisfaction

The philosophy behind maintaining your customers is simple; now that you

have them, maintain them. When you consider the amount of time and money invested in

them, you cannot afford to lose them. This investment goes beyond your personal

expenditures. It also includes your firm's advertising and marketing costs to reach that

particular market segment. Your customers, therefore, should be treated as if the life of your

business depended on them - which it does!

Find below the different ways to keep your customer’s satisfied after Sales & Services,

1. Show them that you think of them. Send them helpful newspaper clippings or articles,

cartoons related to their business and "here's an idea i thought you'd enjoy" notes. Send your

clients Christmas/new year's cards, birthday cards, and thank you notes.

2. Drop by to show them new products and brochures and offer additional services. Always

make an appointment before making your call! Respect your clients' time as you do your own.


3. Offer a sample gift to enhance the use of your product. See how they are utilizing your

product or service and suggest other ways that they can benefit from it. They may not be

realizing its full potential.

4. Offer "customer discounts" on new products or services to encourage additional business.

5. When new employees are hired, offer to train them free of charge in the use of your

product.

6. Repay or compensate them for lost time or money caused by problems encountered with

your product. If you pinch pennies, your customer may do the same.

7. Be personal. Record details about your client's life and enter these in your file. It's so much nicer to say to someone, "how is bob?" rather than, "how's your husband?"

8. Tell the truth. Lies have a way of coming back to haunt you.

9. Accept returns without batting an eyelash. In the long run, they are much less expensive than finding a new customer.

10. Be ethical. Keep all your information about the account confidential.

3.8 Customer satisfaction in 7 steps:-

It's a well-known fact that no business can exist without customers. In the business of website

design, it's important to work closely with your customers to make sure the site or system you

create for them is as close to their requirements as you can manage. Because it's critical that

you form a close working relationship with your client, customer service is of vital

importance. What follows are a selection of tips that will make your clients feel valued,

wanted and loved.

3.8.1. Encourage face-to-face dealings:

This is the most daunting and downright scary part of interacting with a customer. If

you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured,

though, it does get easier over time. It's important to meet your customers face to face at least

once or even twice during the course of a project.

3.8.2. Respond to messages promptly & keep your clients informed:


This goes without saying really. We all know how annoying it is to wait days for a

response to an email or phone call. It might not always be practical to deal with all customers'

queries within the space of a few hours, but at least email or call them back and let them know

you've received their message and you'll contact them about it as soon as possible. Even if

you're not able to solve a problem right away, let the customer know you're working on it.

A good example of this is my web host. They've had some trouble with server

hardware which has caused a fair bit of downtime lately. At every step along the way i was

emailed and told exactly what was going on, why things were going wrong, and how long it

would be before they were working again. They also apologies repeatedly, which was nice.

Now if they server had just gone down with no explanation i think i'd have been pretty

annoyed and may have moved my business elsewhere. But because they took time to keep me

informed, it didn't seem so bad, and I at least knew they were doing something about the

problems. That to me is a prime example of customer service.

3.8.3. Be friendly and approachable:

A fellow site pointer once told me that you can hear a smile through the phone. This

is very true. It's very important to be friendly, courteous and to make your clients feel like

you're their friend and you're there to help them out. There will be times when you want to

beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital

that you keep a clear head, respond to your clients' wishes as best you can, and at all times

remain polite and courteous.

3.8.4. Have a clearly defined customer service policy:

This may not be too important when you're just starting out, but a clearly defined

customer service policy is going to save you a lot of time and effort in the long run. If a

customer has a problem, what should they do? If the first option doesn't work, then what?


Should they contact different people for billing and technical enquiries? If they're not satisfied

with any aspect of your customer service, whom should they tell?

There's nothing more annoying for a client than being passed from person to

person, or not knowing who to turn to. Making sure they know exactly what to do at each

stage of their enquiry should be of utmost importance. So make sure your customer service

policy is present on your site -- and anywhere else it may be useful.

3.8.5. Attention to detail (also known as 'the little niceties'):

Have you ever received a happy birthday email or card from a company you were

a client of? Have you ever had a personalized sign-up confirmation email for a service that

you could tell was typed from scratch? These little niceties can be time consuming and aren't

always cost effective, but remember to do them.

Even if it's as small as sending a happy holidays email to all your customers, it's

something. It shows you care; it shows there are real people on the other end of that screen or

telephone; and most importantly, it makes the customer feel welcomed, wanted and valued.

3.8.6. Anticipate your client's needs & go out of your way to help them out:

Sometimes this is easier said than done! However, achieving this supreme level of

understanding with your clients will do wonders for your working relationship.

3.8.7. Honor your promises:

It's possible this is the most important point in this article. The simple message:

when you promise something, deliver. The most common example here is project delivery

dates.


Clients don't like to be disappointed. Sometimes, something may not get done, or you

might miss a deadline through no fault of your own. Projects can be late, technology can fail

and sub-contractors don't always deliver on time. In this case a quick apology and assurance

will not make the customer feel disappointed

Conclusion:

Customer service, like any aspect of business, is a practiced art that takes time and

effort to master. All you need to do to achieve this is to stop and switch roles with the

customer. What would you want from your business if you were the client? How would you

want to be treated? Treat your customers like your friends and they’ll always come back.

RESEARCH METHODOLOGY

A research process consists of stages or steps that guide the project from its conception

through the final analysis, recommendations and ultimate actions. The research process

provides a systematic, planned approach to the research project and ensures that all aspects of

the research project are consistent with each other.

Research studies evolve through a series of steps, each representing the answer to a key

question.


INTRODUCTION:-

This chapter aims to understand the research methodology establishing a

framework of evaluation and revaluation of primary and secondary research. The techniques

and concepts used during primary research in order to arrive at findings; which are also dealt

with and lead to a logical deduction towards the analysis and results.

4.1.1 Qualitative Research :

Qualitative research allows you to explore perceptions, attitudes and motivations and

to understand how they are formed. It provides depth of information which can be used in its

own right or to determine what attributes will subsequently be measured in quantitative

studies. Verbatim quotes are used in reports to illustrate points and this brings the subject to

life for the reader. However, it relies heavily on the skills of the moderator, is inevitably

subjective and samples are small. Techniques include group discussions/workshop sessions,

paired interviews, individual in-depth interviews and mystery shopping (where the researcher

plays the role of a potential student, etc in order to replicate the overall experience).

4.1.2 Quantitative research:

Quantitative research is descriptive and provides hard data on the numbers of people

exhibiting certain behaviors’, attitudes, etc. It provides information in breadth and allows you

to sample large numbers of the population.

4.1.3 Descriptive Research:


Descriptive research is used to obtain information concerning the current status of the

phenomena to describe "what exists" with respect to variables or conditions in a situation. The

methods involved range from the survey which describes the status quo, the correlation study

which investigates the relationship between variables, to developmental studies which seek to

determine changes over time.

Statement of the problem.

Identification of information needed to solve the problem.

Selection or development of instruments for gathering the information.

Identification of target population and determination of sampling procedure.

Design of procedure for information collection.

Collection of information.

Analysis of information.

• Primary data:-

Personal interview with dealers and user of tractors has been used as survey

technique for collecting data. The dealers of different branches of tractor were also

enquired about question depending on circumstances. The survey has been made by using

primary data and secondary data.

The primary sources consist of collected from dealers of different branches and

tractors owners and agriculturist. The secondary data has been collected from

encyclopedias, survey of Indian agriculture, Technical journals and news paper reports.


• Secondary data:-

These are the sources contain data, which have been collected and compared for

some other purpose. The secondary source consists of readily available components and

already compiled statistical statement and reports whose data may be used for study.

Secondary data have been collected from many sources. The major sources of secondary

data are given below.

Reports/records

Websites

Organizations old data

4.2 DETERMINATION THE SAMPLE PLAN AND SAMPLE SIZE:-

4.2.1 TARGET POPULATION:-

It is a description of the characteristics of that group of people from whom a course is

intended. It attempts to describe them as they are rather than as the describer would like them to

be. Also called the audience the audience to be served by our project includes key demographic

information (i.e.; age, sex etc.).The specific population intended as beneficiaries of a program.


This will be either all or a subset of potential users, such as adolescents, women, rural residents,

or the residents of a particular geographic area. Topic areas: Governance, Accountability and

Evaluation, Operations Management and Leadership.

A population to be reached through some action or intervention; may refer to groups with

specific demographic or geographic characteristics. The group of people you are trying to reach

with a particular strategy or activity. The target population is the population I want to make

conclude an ideal situation; the sampling frames to matches the target population. A specific

resource set that is the object or target of investigation. The audience defined in age, background,

ability, and preferences, among other things, for which a given course of instruction is intended.

I have selected the sample trough Simple random Sampling

SAMPLE SIZE:

This involves figuring out how many samples one need.

The numbers of samples you need are affected by the following factors:

•Project goals

•How you plan to analyze your data


•How variable your data are or are likely to be

•How precisely you want to measure change or trend

•The number of years over which you want to detect a trend

•How many times a year you will sample each point

•How much money and manpower you have

I have targeted 50 people in the age group above 21 years for the purpose of the research.

The target population influences the sample size. The target population represents the Gadag

regions. . The people were from different professional backgrounds.

Research Design

The research study was made keeping in mind the various factors that were worked out in informal discussion with the Shree Prakash Motors Gadag, that would be included as a research object and the study can be based on the objectives.

4] Steps in the Research Design

1. Define the research problem

2. Estimate the value of Information

3. Select the data collection method

4. Select the measurement technique

5. Select the Sample

6. Select the Analytical Approach


7. Evaluate the ethics of the Research

8. Prepare the Research Proposal

4.2. 1. Define the research problem

To analysis customer’s satisfaction level and Response with respect to Shree Prakash motors,Gadag.

4.2.

2. Estimate the value of Information

The value of information should exceed the expected cost. I am conducting the Stratified Random Sampling method.

Sample sizes for my research will 50 in numbers.

4.2.

3. Select the data collection method

I will Decided to go for survey methods i.e., stratified random sample. Using the questionnaire conducting the survey and using Dichotomous (close-ended), rating scale and open-ended questions.

4.2

4. Select the measurement technique

Descriptive type of research, using the questionnaire with rating scale, open & close- ended questions.

4.2.

5. Select the Sample

The sample would be Individual owners of Mahindra vehicle , In Gadag. Dist

4.2.

6. Select the Analytical Approach

Analyzing the collected information with the help of percentages (%) using SPSS software. 16.2.


7. Evaluate the ethics of the Research

The collected information (data) will be used for solving the management problem and not for any non-ethical objects; the main objectives will be addressed.

4.2.

8. Prepare the Research Proposal:

As the customers visit were going down from few years in the Shree Prakash motors Gadag So the management wants to know what are the Customers expectation and responses towards Shree Prakash motors,Gadag.

For this purpose there was need to know the Customer satisfaction level regarding after sales services of Mahindra and Mahindra at Shree Prakash motors,Gadag.

Data analysis & Interpretation

ANALYSIS OF CUSTOMER SATISFACTION AFTER SALES & SERVICES

THROUGH QUESTIONNAIRE

1. WHICH MAHINDRA TRACTOR DO YOU OWN?

WHICH TRACTOR

Frequency Percent Valid Percent

Cumulative

Percent

Valid 265DI 1 2.0 2.0 2.0

275 DI 22 44.0 44.0 46.0

475 DI 9 18.0 18.0 64.0

575 DI 9 18.0 18.0 82.0

555 DI 3 6.0 6.0 88.0

605 DI 6 12.0 12.0 100.0

Total 50 100.0 100.0


Interpretation:

According to my survey out of 50 peoples are own by 225DI engine 2 peoples,275DI engine 22 peoples,475 DI 9 peoples,575DI 9 peoples,555 arjun 3,605 arjun 6 owned by mahindra tractors.

2. AGE GROUP


* AGE Cross tabulation

AGE

Total20-30 30-40 40-50 ABOVE 50

WHICHTRACTORE 265DI 0 0 0 1 1

275 DI 6 12 3 1 22

475 DI 2 5 2 0 9

575 DI 2 5 2 0 9

555 DI 2 1 0 0 3

605 DI 3 2 1 0 6

Total 15 25 8 2 50

Interpretation: Out of 50 peoples are in owned by mahindra tractors in age group wige 20-30,in 15 vehicels, 30-40 in 25 vehicels,40-50 in 8 vehicels,above 50 in 2 peoples in the surve .

3. OCCUPATION.


OCCUPATION Cross tabulation

OCCUPATION

TotalFORMER COMMERCIAL

WHICHTRACTORE 265DI 1 0 1

275 DI 13 9 22

475 DI 8 1 9

575 DI 7 2 9

555 DI 2 1 3

605 DI 2 4 6

Total 33 17 50

Interpretation: According my survey out of 50 peoples are Formers 33 peoples, commercial 17 peoples in intract with me.

4. WHAT DO YOU FEEL ABOUT SERVICE CENTER RESPONSE TOWORDS CUSTOMRS


RESPONACE Cross tabulation

RESPONACE

TotalEXCELLENT GOOD BETTER

WHICHTRACTORE 265DI 0 1 0 1

275 DI 3 15 4 22

475 DI 4 4 1 9

575 DI 6 1 2 9

555 DI 0 3 0 3

605 DI 2 2 2 6

Total 15 26 9 50

Interpretation: In this survey out 50 respondent are service center employees are response to the customers in rated by Excellent 15% responder rated and Good 26% responder rated and Better 9% responder rated by the survey.


5. DOES NOT AUTHORIZED SERVICE STATION HAVE SOPHISTICATED

EQUIPMENTS

Interpretation: Out of 50 respondent 13% of the people strongly agree about the Equipments & 30% of peoples agree & 7% peoples diss agree of the peoples says of the sophisticated equipments.

6. DOES AUTHORIZED SERVICE STATION HAVE SUFFICIENT AND GENUINE

SPARES?

EQUIPMENT Cross tabulation

EQUIPMENT

Total

STRONGLYAG

REE AGREE DISSAGREE


275 DI 9 11 2 22

475 DI 1 7 1 9

575 DI 3 6 0 9

555 DI 0 1 2 3

605 DI 0 4 2 6

Total 13 30 7 50


GENUINESPARE Cross tabulation

GENUINESPARE

Total

STRONGLY

AGREE AGREE DISSAGREE


275 DI 2 18 2 22

475 DI 2 7 0 9

575 DI 4 5 0 9

555 DI 0 3 0 3

605 DI 0 6 0 6

Total 8 40 2 50

Interpretation: Out of 50 respondents 8% of the peoples strongly about genuine spares & 40% peoples agree and 2% diss agree for the genuine spares.

7. HOW DO YOU FEEL THE EXPERIENCE AT THE SERVICE CENTER?


Interpretation: According to my survey 50 respondents experience about the service center in 48% of peoples are satisfied and 2% of peoples not satisfied with the service center.

8. WHETHER PEOPLE AT SERVICE STATION ARE CO-OPERATIVE OR NOT?

EXPERIANCE Cross tabulation

EXPERIENCE

TotalSATISFIED NOT SATISFIED


275 DI 20 2 22

475 DI 9 0 9

575 DI 9 0 9

555 DI 3 0 3

605 DI 6 0 6

Total 48 2 50


SALESMANAGER Cross tabulation

SALESMANAGER

TotalLOW MODERATE HIGH


275 DI 1 16 5 22

475 DI 0 8 1 9

575 DI 0 9 0 9

555 DI 0 2 1 3

605 DI 0 3 3 6

Total 1 39 10 50

Interpretation: According to my survey in 50 respondents service center are co-operatives or not in interact with rated by 1% of low rated and 39% moderate and 10% high of peoples says sales manager.

WORK SHOP MANAGER


WORKSMANAGER Cross tabulation

WORKSMANAGER

TotalLOW MODERATE HIGH VERY HIGH


275 DI 1 5 15 1 22

475 DI 0 1 8 0 9

575 DI 0 4 5 0 9

555 DI 0 1 2 0 3

605 DI 0 3 3 0 6

Total 1 14 34 1 50

Interpretation: According to my survey in 50 respondents service center are co-operatives or not in interact with rated by 1% of low rated and 14% moderate and 34% high and 1% very high of peoples says work shop manager.


SERVICE SUPERVISOR

SERVICE SUPEVISOR Cross tabulation

SERVICESUPEVISOR

TotalMODERATE HIGH VERY HIGH


275 DI 6 10 6 22

475 DI 2 6 1 9

575 DI 3 4 2 9

555 DI 1 1 1 3

605 DI 1 5 0 6

Total 13 27 10 50

Interpretation: According to my survey in 50 respondents service center are co-operatives or not in interact with rated by 14% moderate and 27% high and 10% very high of peoples says service supervisor .

TECHNICIANCE


TECHNICIANCE Cross tabulation

TECHNICIANCE

TotalLOW MODERATE HIGH VERY HIGH


275 DI 9 2 5 6 22

475 DI 4 3 1 1 9

575 DI 2 0 4 3 9

555 DI 1 0 1 1 3

605 DI 2 3 0 1 6

Total 18 9 11 12 50

Interpretation: According to my survey in 50 respondents service center are co-operatives or not in interact with rated by 18% of low rated and 9% moderate and 11% high and 12% very high of peoples says mechanics manager.

9. DID YOU RECEIVE THE VEHICEL ON DELIVERY TIME?


DELIVERY TIME

DELIVERYTIME

TotalYES NO

WHICHTRACTORE

265DI 1 0 1

275 DI 19 3 22

475 DI 8 1 9

575 DI 9 0 9

555 DI 3 0 3

605 DI 6 0 6

Total 46 4 50

Interpretation:

According to my survey in 50 respondents are on time delivery services

Satisfied (yes) 46% and diss satisfied (no) 4% on says on survey.

10. WHETHER IT IS HELPFUL FOR YOU IF SERVICE STATION IS KEPT OPEN

ON SUNDAY?


Interpretation:

According to my survey in 50 respondents are in services center kept on

Sunday delivery services Satisfied (yes) 26% and diss satisfied (no) 24% on says on survey.

OPEN ON SUNDAY Cross tabulation

OPENONSUNDAY

TotalYES NO


275 DI 12 10 22

475 DI 3 6 9

575 DI 5 4 9

555 DI 2 1 3

605 DI 3 3 6

Total 26 24 50


11. ARE YOU SATISFIED WITH THE OVERALL SERVICE PROVIDED BY “SHREE PRAKASH MOTORS GADAG”

OVERALLSERVICE Cross tabulation

OVERALLSERVICE

TotalSTRONGLYAGR

EEAGRE

E DISS AGREE


275 DI 3 18 1 22

475 DI 1 8 0 9

575 DI 2 7 0 9

555 DI 0 3 0 3

605 DI 0 6 0 6

Total 6 43 1 50

Interpretation: Out of 50 respondent 6% of the people strongly agree about the Equipments & 43%of peoples agree & 1% peoples diss agree of the peoples says of the overall services at Shree prakash Motors gadag.


FINDINGS & SUGGEETIONS

FINDINGS

1. According to the my survey out of 50 respondents in 9% of the people

response says better about the service center employs response to at

Shree Prakash Motors.

2. Out of 50 response 7% of people diss agree of the peoples says of

sophisticated Equipments.

3. In the survey of 50 respondents in 2% of people not satisfied with

service center experience.

4. According to my survey in 50 respondents in says by co-operative or

not?

Sales manager in 1% low and 39% of moderate in says

respondents

Work shop manager 1% low and 14% of moderate in

says respondents

Service supervisor 14% low and 27% moderate in says

respondents

Technicians 18% low and 9% moderate in says

respondents

5. According to the survey out of 50 respondents 1% of the people

response says diss agree about the over all service at Shree Prakash

motors Gadag.


SUGGESTIONS

Management to provide the employes training and employes maintained the

good behavior in the service center.

Management should make availability of sufficient tools and equipments

and spare parts.

Management provides the customer entertainment of service center.

In this showroom and service center managers and employs give the good

services and suggestion for the customers at Shree prakash motors Gadag.


Conclusion:

According my survey majority of customers are more then satisfied and some

customers are not satisfied with overall services provided by Shree Prakash Motors Gadag,

they Expect management should be provide.

Shopesticated tools and techniques

Genuine spares

Reduction in mechanics charges

Timely delivery on vehicles

Provide employe training in orgnisation

So management should concentrate on these aspects to satisfy in customers.

.


BIBILOGRAPHY

Pilip kotler marketing management 13th edition practical of Indian private

limited page no: 3-14,122-130

Christophu hone lock service marketing 5th edition PEARSON education

page no: 439,441,453

C R Kotari business research methodology second received edition New age

international publication

Magazines

Company magazines and manuals.

Data from mahindra tractors automobiles.

Websites

www.mahindrakisanmitra.com

www.mahindra.com

www.autherstrem.com

www.slidshare.com

www.wikipedia.com

http://www.wikipedia.com/

http://www.slidshare.com/

http://www.autherstrem.com/

http://www.mahindra.com/

http://www.mahindrakisanmitra.com/


ANNEXURE

QUESTIONNAIRE

Dear Sir/Madam,I am KARYAPPA.R.DAMBAL, pursuing MBA at GLOBAL BUSINESS SCHOOL,

HUBLI. I have undertaken an Internship Project at “A study of customer satisfaction on after sales and service of” Mahindra tractors” at SHREE PRAKASH MOTORS” for my academic purpose. I request you to kindly fill in the questionnaire and help me complete the project.

The information given by you will be used for academic purpose only and will be kept confidential.

QUESTIONNAIRE CUSTOMER SATISFACTION

Details: Vehicle No: _________________________________________________

Model: ___________________________________________________________

Customer Name: __________________________________________________

Telephone No: ______________________ Mobile:____________________

Date: __________________ Customer signature: ___________________

1) Which Mahindra tractor do you own?

2) Age group

a] 20-30 b] 30-40 c] 40-50 d] above 50

3) Occupation

a] farmer b] commercial (business)

4] What do you feel about service center response towards customer?

A] Excellent B] Good

C] Better D] Poor


5] Does the authorized service station have sophisticated equipment?

A] Strongly agree b] agree

C] Disagree d] strongly disagree

6] Does authorized service station have sufficient and genuine spares?

A] Strongly agree b] agree

C] Disagree d] strongly disagree

7] How do you feel the experience at the service center?

A] Satisfied b] not satisfied

8] Whether people at service station are co-operative or not?

Low moderate high very high

a) Sales managerb) Works managerc) Services supervisord) Technicians

9] Did you receive the vehicle on delivery time?

A] Yes b] No

10] Whether it is helpful for you if service station is kept open on Sunday?

A] Yes b] No

11] Are you satisfied with the overall service provided by “SHREE PRAKASH MOTORS GADAG”

a) Strongly agreeb) Agreec) Diss agreed) Strongly disagree

12] Please give your comments/ suggestions to enable us to improve satisfaction of customers at “MAHINDRA TRACTOR TOWORDS SHREE PRAKASH MOTORS GADAG”

THANK YOU

a project report on customer satisfaction to words after sales and services of mahindra tractors at...

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