customer satisfaction with refence to mahindra “xylo

7/28/2019 CUSTOMER SATISFACTION WITH REFENCE TO MAHINDRA XYLO

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A

STUDY ON

CUSTOMER SATISFACTION WITH REFENCE

TO

MAHINDRA XYLO

BY

AJAY KUMAR

REG. NO. 520951162

A REPORT SUBMITTEDON PARTIAL FULFILLMENTOF THE REQUIREMENT

MBA (2009-2011)

BUSINESS INSTITUTEOF MANAGEMENT STUDIES

SHIMLA (H.P.)


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Index

Executive Summery ... 3

Introduction .5

Objective ... 11

Research Methodology. 12

Scope and Limitation of Study 22

Company Profile.. 24

Dealer Profile 57

Data Analysis 67

Findings 75

Recommendation .77

Conclusion 78

Bibliography 79

Annexure ...80


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ACKNOWLEDGEMENT


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BONAFIDE CERTIFICATE


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Automotive industry in India

The Automotive industry in India is one of the largest in the world and one of the fastestgrowing globally. India manufactures over 11 million 2 and 4-wheeled vehicles and exportsabout 1.5 million every year.It is the world's second largest manufacturer of motorcycle, withannual sales exceeding 8.5 million in 2009. India's passenger car and commercial vehiclemanufacturing industry is the seventh largest in the world with an annual production of more

than 2.6 million units in 2009. In 2009, India emerged as Asia's fourth largest exporter ofpassenger cars, behind Japan, South Korea and Thailand.

As of 2009, India is home to 40 million passenger vehicles and more than 1.5 million cars weresold in India in 2009 (an increase of 26%), making the country the second fastest growingautomobile market in the world. By 2050, the country is expected to top the world in carvolumes with approximately 611 million vehicles on the nation's roads. A major chunk ofIndia's car manufacturing industry is based in and around the city of Chennai (also known as"Detroit of India"), with the Indian city accounting for 60 per cent of the country's automotiveexports. Chakan corridor near Pune, Maharashtra is another prominent vehicular production hub

with General Motors, Volkswagen/ Skoda, Mahindra and Mahindra in the process of setting upor already set up facilities. Halol in Gujarat, Gurgaon neighboring New Delhi, Aurangabad, inMaharashtra, Kolkatta in West Bengal are some of the other automotive manufacturing regionsaround the country.

Following economic liberalization in India in 1991, the Indian automotive industry hasdemonstrated sustained growth as a result of increased competitiveness and relaxed restrictions.Several Indian automobile manufacturers such as Tata Motors, Maruti Suzuki and Mahindraand Mahindra, expanded their domestic and international operations. India's robust economicgrowth led to the further expansion of its domestic automobile market which attractedsignificant India-specific investment by multinational automobile manufacturers. In February2009, monthly sales of passenger cars in India exceeded 100,000 units.

The first car ran on India's roads in 1897. Till the 1930s, cars were imported directly.Embryonic automotive industry emerged in India in the 1940s. Following the independence, in1947, the Government of India and the private sector launched efforts to create an automotivecomponent manufacturing industry to supply to the automobile industry. However, the growthwas relatively slow in the 1950s and 1960s due to nationalisation and the license raj whichhampered the Indian private sector.

In the 1980s, a number of Japanese manufacturers launched joint-ventures for buildingmotorcycles and light commercial-vehicles. It was at this time that the Indian government choseSuzuki for its joint-venture to manufacture small cars. Following the economic liberalisation in1991 and the gradual weakening of the license raj, a number of Indian and multi-national carcompanies launched operations. Since then, automotive component and automobilemanufacturing growth has accelerated to meet domestic and export demands.


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Production Statistics

The production of automobiles has greatly increased in the last decade. It passed the 1 millionmark during 2003-2004 and has more than doubled since.

Table number-1.1 (Production Statistics)

India's automobile exports have grown consistently and reached $4.5 billion in 2009, withUnited Kingdom being India's largest export market followed by Germany, Netherlands andSouth Africa. India's automobile exports are expected to cross $12 billion by 2014.

According toNew York Times, India's strong engineering base and expertise in the

manufacturing of low-cost, fuel-efficient cars has resulted in the expansion of manufacturingfacilities of several automobile companies like Hyundai Motors, Nissan, Toyota, Volkswagenand Suzuki.

Year Car Production % Change Commercial Vehicles % Change

2009 2,166,238 17.34 466,456 -4.08

2008 1,846,051 7.74 486,277 -9.99

2007 1,713,479 16.33 540,250 -1.20

2006 1,473,000 16.53 546,808 50.74

2005 1,264,000 7.27 362, 755 9.00

2004 1,178,354 29.78 332,803 31.25

2003 907,968 28.98 253,555 32.86

2002 703,948 7.55 190,848 19.24

2001 654,557 26.37 160,054 -43.52

2000 517,957 -2.85 283,403 -0.58

1999 533,149 285,044


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Mahindra & Mahindra Limited

Type Private limited company (BSE: 500520)

Industry Automotive Farm Equipment

Founded 1945

Headquarters Mumbai, Maharashtra, India

Key people Keshub Mahindra (Chairman), Anand Mahindra

(Vice-Chairman & Managing Director)

Revenue 31,568.54 crore (US$ 7.17 billion) (2010).

Net income 2,871.49 crore (US$ 651.83 million) (2010).

Employees 16,000+

Website Mahindra.com

COMPANY PROFILE
http://en.wikipedia.org/wiki/Indian_rupeehttp://en.wikipedia.org/wiki/Indian_rupeehttp://en.wikipedia.org/wiki/File:Mahindra_%26_Mahindra_Logo.svg


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Mahindra & Mahindra Limited (BSE: 500520) is part of the Indian Industrial ConglomerateMahindra Group based in Mumbai. The company was set up in 1945 in Ludhiana as Mahindra& Mohammed by brothers K.C. Mahindra and J.C. Mahindra along with Malik GhulaMohammed.After India gained independence and Pakistan was formed; Malik GhulamMohammed moved to Pakistan where he became the nation's first finance minister. Now, withthe Mahindra brothers as the whole sole of the company, its name was changed to Mahindra &Mahindra in 1948.

Initially set up to manufacture general-purpose utility vehicles, Mahindra & Mahindra (M&M)was first known for assembly under licence of the iconic Willys Jeep in India. M&M introducedJeeps to India and in no time they established themselves as the Jeep manufacturers of India.The company later branched out into the manufacture of light commercial vehicles (LCVs) andagricultural tractors, rapidly growing from being a manufacturer of army vehicles and tractorsto an automobile major with a growing global market presence. At present, M&M is the leaderin the utility vehicle segment in India with its flagship UV Scorpio.

In recent times the company is engaged in spreading its reach beyond its traditional markets.They entered into the two-wheeler segment by taking over the Kinetic Motors in India. M&Malso has controlling stake in REVA Electric Car Company. M&M has also been selected as the

preferred bidder for the acquisition of South Korea's SsangYong Motor Company.

Mahindra & Mahindra grew from being a maker of army vehicles to a major automobile andtractor manufacturer. It has acquired plants in China]and the United Kingdom, and has threeassembly plants in the USA. M&M has partnerships with international companies like RenaultSA, France and International Truck and Engine Corporation, USA.

M&M has a global presence and its products are exported to several countries. Its global

subsidiaries include Mahindra Europe Srl. based in Italy, Mahindra USA Inc., Mahindra SouthAfrica and Mahindra (China) Tractor Co. Ltd.

M&M is one of the leading tractor brands in the world. It is also the largest manufacturer oftractors in India with sustained market leadership of over 25 years. It designs, develops,manufactures and markets tractors as well as farm implements. Mahindra Tractors(China) Co.Ltd. manufactures tractors for the growing Chinese market and is a hub for tractor exports to theUSA and other nations. M&M has a 100% subsidiary, Mahindra USA, which assembles

products for the American market.

M&M made its entry into the passenger car segment with the Logan in April 2007 under theMahindra Renault joint venture. M&M will make its maiden entry into the heavy truckssegment with Mahindra Navistar, the joint venture with International Truck, USA.


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M&M's automotive division makes a wide range of vehicles including MUVs, LCVs and threewheelers. It offers over 20 models including new generation multi-utility vehicles like theScorpio and the BoleRo. It formerly had a joint venture with Ford called Ford India PrivateLimited to build passenger cars.

At the 2008 Delhi Auto Show, Mahindra executives said the company is pursuing an aggressiveproduct expansion program that would see the launch of several new platforms and vehiclesover the next three years, including an entry-level SUV designed to seat five passengers and

powered by a small turbodiesel engine. True to their word, Mahindra & Mahindra launched theMahindr Xylo in January 2009, and as of June 2009, the Xylo has sold over 15000 units.

Also in early 2008, Mahindra commenced its first overseas CKD operations with the launch ofthe Mahindra Scorpio in Egypt, in partnership with the Bavarian Auto Group. This was soonfollowed by assembly facilities in Brazil. Vehicles assembled at the plant in Bramont, Manaus,include Scorpio Pik Ups in single and double cab pick-up body styles as well as SUVs.

The US based Reputation Institute recently ranked Mahindra among the top 10 Indiancompanies in its 'Global 200: The World's Best Corporate Reputations' list.

Mahindra & Mahindra has controlling stakes in Reva electric and has submitted letter of Intentfor South Korea's Ssangyong

Mahindra planned to sell the diesel SUVs and pickup trucks starting in late 2010 in NorthAmerica[ through an independent distributor, Global Vehicles USA, based in Alpharett,Georgia. Mahindra announced it will import pickup trucks from India in knockdown kit (CKD)form to circumvent the Chicken tax. CKDs are complete vehicles that will be assembled in theU.S. from kits of parts shipped in crates.

On 18 October 2010, however, it was reported that Mahindra had indefinitely delayed thelaunch of vehicles into the North American market, citing legal issues between it and GlobalVehicles after Mahindra retracted its contract with Global Vehicles earlier in 2010, due to adecision to sell the vehicles directly to consumers instead of through Global Vehicles.


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HISTORY OF MAHINDRA AND MAHINDRA

The birth of Mahindra & Mahindra began when K.C. Mahindra visited the United States ofAmerica as Chairman of the India Supply Mission. He met Barney Roos, inventor of the rugged'general purpose vehicle' or Jeep and had a flash of inspiration: wouldn't a vehicle that had

proved its invincibility on the battlefields of World War II be ideal for India's rugged terrain and

its kutcha rural roads?

Swift action followed thought. The Mahindra brothers joined hands with a distinguishedgentleman called Ghulam Mohammed. And, on October 2nd, 1945, Mahindra & Mohammedwas set up as a franchise for assembling jeeps from Willys, USA.

Mahindra & Mahindra has grown steadily in size and stature and evolved into a Group thatoccupies a premier position in almost all key sectors of the economy. The Group's history isstudded with milestones. Each one taking the Group forward. In fact, today, its total turnover isabout 7.1 billion dollars.

Mahindra is a group in a hurry, engaged in an ambitious, sustained and prolonged penetrationinto the global arena. Its spirit can be encapsulated in the words of the poet Robert Frost, afavourite of India's first Prime Minister, Pandit Jawaharlal Nehru:

"The woods are lovely, dark and deep,But I have promises to keep,And miles to go before I sleep,And miles to go before I sleep."

For Mahindra & Mahindra, this translates into many more milestones to be set up before it restsIf ever.

VISIONThe groups vision is to Develop and nurture future business leaders of the Mahindra Group.

MISSIONMahindra First Choice Wheels is Indias largest multi-brand used car company. The companysmission is to create Indias largest automobile and automobile-related products distributionnetwork by providing dealers and customers with largest choice of unique world-class productsand services.


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COMPANYS CURRENT BOARD OF DIRECTORS

The Board of Directors of the Company has, as its members, eminent persons from Industry,Finance, Investment and other branches of business, who bring diverse experience and expertiseto the Board.

The Company's current Board of Directors is as follows:

NAME DESIGNATION

1. Mr. Keshub MahindraChairman

2. Mr. Anand G. MahindraVice Chairman and Managing Director

3.Deepak Shantilal Parekh Director

4. Nadir Burjorji Godrej Director

5. M. M. Murugappan Director

6. Bharat Narotam Doshi Executive Director & Group Chief Financial Officer (Group CFO)

7. Arun Kumar Nanda Director

8. Narayanan Vaghul Director

9. Dr. Ashok Sekhar Ganguly Director

10. R. K. Kulkarni Director

11. Anupam Pradip Puri Director

12. Arun Kanti Dasgupta Nominee of LIC


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AWARDS AND RECOGNITION

Nashik Plant was awarded the prestigious CII National Award for Excellence in EnergyManagement 2010 for the 3rd Consecutive Year on September 2 2010. The Award was

conferred on the basis of Nashik Plants various Energy Conservation initiatives andconsidering the last 3 years performance on Energy Management and Energy Efficiency. The

National award is instituted by CII (Confederation of Indian Industry) for various industrialsectors, for their outstanding contribution in Energy Conservation and Management.

Mahindra & Mahindra Ltd. received the prestigious NDTV Profit Business LeadershipAward 2010 in the Automobile Four Wheelers category. Dr. Pawan Goenka and Mr. RajeshJejurikar received the award on behalf of the company, at a glittering ceremony in Mumbai onSeptember 1, 2010, which was attended by leading lights of the corporate world.


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Mahindra & Mahindra Ltd. bagged the Intelligent Enterprise Awards 2010 in the IndustrialProduction (Manufacturing) category for Project Harmony. The company received the award onAugust 27, 2010, amongst the gathering of distinguished IT leaders from Indian industry.

Mahindra has been honoured with the PCQuest Best IT Implementation Award with thecitation Project with the Maximum Business Impact for Project Harmony in July 2010.

www.mahindrarodeo.com received the Gold in the Best Website in Automotive Category at

the prestigious Campaign India Digital Media Awards India 2010 held in Mumbai on July 29,2010. The award recognises digital marketers and their agencies for outstanding work in

promoting products and services. Entries are judged by an independent panel of industryexperts.

Anand Mahindra was honoured with the Business Man of the Year Award by NDTV at astar studded ceremony in New Delhi on February 24, 2010. The awards honour outstandingIndians who helped build Brand India through excellence in their fields.

Mr. Anand Mahindra was named the Ernst & Young Entrepreneur Of The Year 2009 at afunction in Mumbai on February 16, 2010. We have honoured Mahindra for taking his

business to the next level, creating a visible impact both in local and global markets, and for thesheer value his businesses have provided to all stakeholders, said a statement from Ernst &Young. Mahindra and his entrepreneurial vision have truly set a higher benchmark for theMade in India brand, and hence we have honoured him with the award.

Mr. Arun Nanda has been honoured with the Lifetime Achievement Award at the GoldenStar Awards 2010 ceremony in the category Food, Hospitality & Services on February 10,2010. This award recognises people/organizations for the quality of service and excellence inthe Food, Hospitality, Services & Retailing sector in India today. The award salutes

professionals who have made a significant difference to their organizations.

Business Today in its edition dated November 15, 2009 has ranked Indias 500 MostValuable Companies. The BT 500 ranking has evolved into a unique annual barometer of

corporate performance.

On August 24, 2009, Economic Times announced the Lifetime Achievement Award 2008-09 for our Chairman, Mr. Keshub Mahindra. The award has been bestowed on his for decadesof service to Corporate India. The Lifetime Achievement Award salutes those who haveconquered the peaks of corporate achievements and set example for the current generation. The

jury members for this prestigious award included industry leaders such as Azim Premji, KumarBirla, Sunil Mittal and Deepak Parekh.


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On August 24, 2009, Mr. Anand Mahindra, VC & MD, Mahindra Group was declared theBusiness Leader of the Year by the ET Awards 2008 09 jury. The award seeks to honour aleader who has clearly demonstrated a strategic direction for success, and has pursued vision.The jury members for this award included industry leaders such as Azim Premji, Kumar Birla,Sunil Mittal and Deepak Parekh. The jury felt that the awards should recognise excellence andsuccess against all odds.

Mahindras Automotive Sector has won the all India award for export excellence institutedby the Engineering Export Promotion Council. The Automotive Sector has been crowned theStar Performer for 2007-08 on the basis of its growth in exports over previous years. TheAward was received by Mr. Pravin N Shah, Executive Vice President, International Operations,Automotive Sector, at a special ceremony held in Mumbai on 29th August, 2009. Shri AnandSharma, the Honble Minister of Commerce & Industry, was the Chief Guest.

AWARD AND RECOGNITION TO MAHINDRAXYLO

Mahindra Xylo was conferred the UV of the year award from CNBC TV18 Overdriveawards on January 5, 2010. Mahindra XYLO is perhaps Indias first Sedan Plus vehicle thatoffers the ultimate combination of luxury and power.

Mahindra Xylo was decorated as MUV of the Year by NDTV Car & Bike awards on January7, 2010.

TITLE OF THE PROJECT

A STUDY OF CUSTOMER SATISFACTION WITH REFERENCETO MAHINDRA XYLO

OBJECTIVE OF THE STUDY


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The study has been taken to analyze the customer satisfaction towards all variant of MahindraXYLO in Solan City (Himachal Pradesh.) with special reference to the M&M Motors, the otherobjectives are:

To gather information about customer satisfaction toward XYLO in the geographical regionof Solan (H.P.)

To know the customer perception about features, low maintenance cost and looks ofXYLO.

To know the customer satisfaction about the safety and comfort provided by MahindraXYLO.

To provide suggestion, in improving the customer satisfaction and company sales andprofitability.

To provide the customer satisfaction toward the after sales services offered by M&M.

ASSUMPTIONS

The respondents will give response to the best to their knowledge.

They will give full support to make the study a successful one.

No bias on the part of the respondent.

RESEARCH METHODOLOGY

Research Methodology

A research processes consist of stages or steps that guide the project from its conceptionthrough the final analysis, recommendation and ultimate action. The research process provides asystematic, 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, eachrepresenting the answer to a key question.

This chapter aims to understand the research methodology establishing aframework of evaluation and revaluation of primary and secondary research. The technique and


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concept used during primary research in order to arrive at finding, which are also dealt with andlead to a logical deduction toward the analysis and results.

Research design

A research design is a logical and systematic plan prepared for directing a research study. Itspecifies the objectives of the study, the methodology and techniques to be adopted forachieving the objectives. It constitutes the blue print for the collection, measurement andanalysis of data. If is the plan, structure and strategy to investigation, conceived so as to obtainanswers to research questions. The plan is the overall scheme or program of research. Aresearch design is the program that guides the investigator in the process of collecting,analyzing and interpreting observations. It provides a systematic plan of procedure for theresearcher to follow.

According to Selltiz, Johoda and Destsch and Cook, A research design is the arrangement ofconditions for collection and analysis of data in a manner that aims to combine relevance to the

research purpose with economy in procedure.

Research process

Research process is in the best interest the researcher and managers paying for the research tobe sure that the research purpose are fully understood. One of the hallmarks of a competentresearcher is the ability to get to the heart of management problem.

DATA 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 verbalresponses to questions, written or oral. It is essential to make sure that the questionnaire waseasy to read and easy to understand to all spectrums of people in the sample. It was alsoimportant as researcher to respect the samples time and energy hence the questionnaire wasdesigned in such a way, that its administration would not exceed 10-15 minuets. These

questionnaires were personally administered.

The first hand information was collected by making the people fill the questionnaires. Theprimary data collected by directly interacting with the people. The respondents were contactedat shopping malls, markets, places that were near to showrooms of the consumer durable

products etc. The data was collected by interacting with 300 respondents who filled thequestionnaires and gave me the required necessary information. The respondents consisted ofhousewives, students, businessmen, professionals etc. the required information was collected bydirectly interacting with these respondents.


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METHODS OF DATA COLLECTION

There are two ways of data collections (a) primary and (b) secondary

PRIMARY DATA

Primary data is the first hand information which we get through observation, interviews orquestionnaire. In the research a questionnaire was developed to collect primary data. Primary

sources are original sources from which the researcher directly collects data that has not beenpreviously collected.

SECONDARY DATA

The secondary data was taken from books, website, and newspapers to support this study.These are sources containing data which has been collected and compiled for another purpose.Secondary sources may be internal sources, such as annual reports, financial statements, salesreports, inventory records, minutes and meetings and other information that is available withinthe firm, in the form of a marketing information system.

DETERMINATION AND SAMPLE SIZE TARGET POPULATION

It is a description of the characteristics of that group of people from whom a course is intended.In this study sample was selected by Simple random Sampling.

SAMPLE SIZE

In this study a sample of 300 people were selected. Above the age group of 21 years wereselected for the purpose of the research. The target population influences the sample size. Thetarget population represents the Solan (H.P) regions. The people were from different

professional backgrounds

MAHINDRA XYLO FEATURES AND DISCRIPTION

Mahindra is here again, this time with a grand MUV Mahindra Xylo in its kitty that has arobust and an aggressive look that will have a very appealing effect on the MUV lovers.Mahindra Xylo is a classy high end MUV with ultra sporty looks. The Mahindra Xylo is adynamic car with many advanced features that not only add the comfort element in the car butalso an array of safety measures attached to it.


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With its punch Line Happy Legs, the company is aggressively promoting the car keeping inmind the buyers who keep comfort as their top priority.

Mahindra Xylo is available in two types of engine. The mEagle CRDe diesel engine with acapacity of 2498cc is very powerful and offers an impressive performance. The engine is

packed with CRDI (Common Rail Direct Injection) fuel supply system that offers free flow ofoil and ensures the car gives a good performance on the road. The Engine is available in 5Speed Manual Transmission. The mDI CRDe diesel engine with a capacity of 2489cc doesn'tfail to impress either. This in-line type engine with 4 cylinders is packed with Common RailDirect Injection fuel supply system offers free flow of oil and smooth running on the road. Theengine is available with a 5 Speed Manual Transmission gearbox. The MUV is available in four

basic variants that are BS III and BS IV emission norms compliant.

The interiors and exteriors ofMahindra Xylo are beyond any comparison, the roomy andspacious interiors make you feel very comfortable and at peace even when you are stuck in a

busy traffic jam. The smart and masculine body graphic of the Mahindra Xylo gives you a senseof safety and you'd find yourself cocooned in its comfort. The beautiful ski rack offers not onlylooks but also optimally utilizes the space. The interiors are also very impressive and the fabricupholstery adds to the style and elegance of the car.


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The Mahindra Xylo is also packed with many safety and comfort features that make your drivenot only pleasant but a safe one too. Some of these features include ABS, Airbags, Foldablestretch seats, etc.

All the style and features the Mahindra Xylo carries, are outstanding and Mahindra Xylo'srobust and smart look gives the perfect picture of an MUV ( Multi Utility Vehicle)

MILEAGE, AVERAGE AND FUEL ECONOMY

Mahindra Xylo is available with two types of engine. The mEagle CRDe diesel engine with a

capacity of 2498cc is very powerful and offers an impressive performance. The engine ispacked with CRDI (Common Rail Direct Injection) fuel supply system that offers free flow ofoil and ensures a smooth drive. The Engine is available with a 5 Speed Manual Transmissionthat offers smooth and swift shifting of gears. This high powered engine delivers an impressivemileage of 10.6 kmpl in the city and 14.1 kmpl on the highways.

The mDI CRDe diesel engine with a capacity of 2489cc offers an impressive performance. Thisin-line type engine with 4 cylinders is packed with Common Rail Direct Injection fuel supply

Mahindra Xylo D2 BSIII

This is the base model with mDI CRDe engine. It is BS IIIcompliant and comes with extra features like roof console forspectacle holder, digital clock, sun visor, theatre effect lamps,

Tilt Steering, Power steering, Power window, centrallocking, engine immobilizer etc.

Mahindra Xylo E4This is upgraded version with m Eagle CRDe engine and

extra features like fabric seat material, flat bed seat, mobile

charging points, rear wash and wiper, etc.

Mahindra Xylo E6

This is again an upgraded version with an mEagle CRDeengine and extra features like digital drive assists system,

arm rest, foldable arm rest in middle seat with utility space,key less entry, rear defogger, fog lamps etc.

Mahindra Xylo E8This upgraded version comes with an mEagle CRDe engineand extra features like two DIN audio system, full console,foldable flight tray, position lumbar support front seat, etc.

Mahindra Xylo E8-ABS

This is the same model as Mahindra Xylo E8 with extra

feature of ABS in it.

Mahindra Xylo E8-ABS-AIRBAG

This is the same model of Mahindra Xylo E8 with extrafeature such as ABS and Airbags.


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system that offers free flow of oil resulting in the smooth running of the engine. The powerplantis available with a five speed manual transmission which offers better mileage and performanceThe high powered engine delivers an impressive mileage of 10.2 kmpl in the urban roads and a14.1 kmpl on the highways.

POWER

Mahindra Xylo comes in two types of engine. The powerful mEagle CRDe diesel engine ispacked with an engine capacity of 2498cc and a 5 Speed Manual Transmission which offerssmooth shifting of gears. The in-line type engine with 4 Cylinders is packed with Common RailDirect Injection fuel supply system that offers free flow of oil and ensures smooth running ofthe engine. The high powered engine delivers a maximum power of 112 bhp at 3800rpm with260Nm of maximum torque at 1800- 2200rpm.

The mDI CRDe diesel engine is available with a capacity of 2489cc. This in-line type engine ispacked with 5 Speed Manual Gearbox that offers better mileage and performance. The engine isendowed with 4 cylinders and common rail direct injection fuel supply system that offers freeflow of oil and that ensures a good performance on the road. The high powered engine deliversa Maximum Power of 95 bhp @ 3600rpm with 220Nm of maximum torque @ 1400- 2600 rpm.

COLORS

DiamondWhite

ToreadorRed

GoldShimmer

Fiery Black Java Brown Mist Silver Rocky Beige

ACCELERATION AND PICK UP

Mahindra Xylo comes in two types of engine as mentioned earlier. The mEagle CRDe dieselengine with a capacity of 2498cc is very powerful and performs great on the road. The engine isavailable in five speed manual transmission with 4 Cylinders and in line engine type whichoffers better fuel efficiency. The engine is packed with CRDI (Common Rail Direct Injection)fuel supply system that promises a good performance. The high powered engine delivers azipper acceleration of 100 kms in just 15.9 seconds and a top speed of 158.6 kmph.

The mDI CRDe diesel engine with a capacity of 2489cc offers an impressive performance. Theengine is available in 5 Speed Manual Gearbox which offers better mileage and performance.

This in-line type engine is packed with 4 cylinders and Common Rail Direct Injection fuelsupply system that ensure free flow of oil. This engine delivers an impressive acceleration of

100kms in just 14.7 seconds.


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MAHINDRA XYLO EXTERIORS

EXTERIOR APPEARANCE

For any MUV (Multi Utility Vehicle), the exterior looks are more important and at the sametime should be more attractive and Mahindra has taken great care that the Mahindra Xylooffers appealing exteriors. The car is designed keeping in mind, the style, comfort andsophistication. The Mahindra Xylo offers a very bold, dynamic and charismatic look which issure to capture the heart and soul of the car lovers.

The striking front grille captures attention and the masculine body graphics of the car offer asporty look to the new Mahindra Xylo. The chrome slots add that finishing touch to thevehicle. The front side bumper of the car that is present beneath the radiator grille looks verystunning and protects the car. The headlights not only look stunning but also offer clear vision.

The body colored door handles present in the car offer smart and classy look to the exterior. The

outdoor rear view mirrors also look very striking and elegant. The side body cladding present inthe Mahindra Xylo give it an appealing look.

The rear section of the Mahindra Xylo also offers amazingly good looks and the line continuesthrough to the tail lights and come to a fitting conclusion in an elegantly rounded butnonetheless powerful rear. The exhaust pipes also look very smart and the ski rack also offersvery impressive look to the car.

The alloy wheel present in the Mahindra Xylo offers very robust and aggressive look to thecar.

EXTERIOR MEASUREMENT

The Mahindra Xylo is a high end MUV with a seating capacity of 7. The Exterior dimensionsof this car are as follows:

Length- 4520 mm

Width- 1850 mmHeight- 1895 mmWheelbase - 2760 mmGround Clearance - 186 mm

MAHINDRA XYLO INTERIORS

Mahindra Xylo is a high end MUV presented with very brilliant interiors to lure car lovers.The big sized car is packed with numbers of advanced features that make the interior morestylish and elegant. The roomy and spacious interior with ample legroom and head room makes


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the journey a pleasant one. Its ample legroom and headroom justify the punch line 'HappyLegs'.

Mahindra Xylo gives you style and comfort and at the same time a pampering journey inwhatever terrain you drive on. The car is packed with leather and fabric upholstery that makesthe ambiance pleasant and inviting. The digital drive assist system also offers classy andsuperior looks.

Some other stylish features ofMahindra Xylo include door pads with leather interiors,chromed inner door handles, sporty cockpit, Leather wrapped Gear, drive selection and parking

brake levers, wood print panels, multimeter, dual tone leather upholstery.

INTERIOR COMFORT

Mahindra Xylo is a comfortable car in its entirety that offers a cocoon of comfort. The carstands apart from its peers when we talk about the comfort features it carries. With style and

elegance, the comfort and convenience of the passengers is also taken care of.

Mahindra Xylo is packed with hosts of features that ensure you reach your destination relaxedand in great comfort after that tiring day at work or shopping ! The adjustable Steering wheelavailable in the car offers very comfortable ride for driver of any height, the adjustable steeringcolumn for both reach and rake and comfortable seats ensure a great driving experience. Thefoldable arm rests present in the Mahindra Xylo offer greater comfort while driving at longdistances. The driver and front passenger armrests offer a comfortable drive.

The flatbed front seats available in Mahindra Xylo offer the passengers to stretch out and relaxduring long journey. The surround cool dual AC cools the car instantly The driver can nowadjust the height of the seat and drag it closer or farther from the steering wheel and promisessheer relaxation all the way up to your destination. The Mahindra Xylo is packed with manyadvanced comfort features that promise a pleasant and smooth drive.

The storage section is also taken care of with the availability of huge boot space wherein youcan put in your luggage in case of long distance travel. The front cup holders and the storagecompartments in front doors offer greater use of this space where you can store bottles or

papers, etc.

Some other exciting comfort features are foldable flight trays for easier snacks inside the car,mobile charging points, courtesy lamps, express power windows, integrated footstep, roofconsole for spectacle, etc.


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INTERIOR MEASUREMENT

Mahindra Xylo is a Premium Segment MUV car with a seating capacity of 7. The car is veryspacious and offers both ample headroom and legroom.

Front headroom 985 cmRear headroom 970 cmMaximum Front Leg room- 1260

Minimum Front leg room- 1050Maximum Rear Knee room- 910 cmMinimum Rear Knee room- 700 cmShoulder Room 1500 cm

ENGINE CAPACITY AND PERFORMANCE

Mahindra Xylo comes in two types of engine. The mEagle CRDe diesel engine with a capacityof 2498cc is very powerful and offers very impressive performance. The engine is packed withcommon rail direct injection fuel supply system offers free flow of oil and ensures a smoothride. The engine is available in 5 speed manual transmission with 4 Cylinders and in line enginetype. The high powered engine delivers a maximum power of 112 bhp at 3800rpm with 260Nmof maximum torque at 1800 - 2200 rpm.

The mDI CRDe diesel engine with a capacity of 2489cc offers very impressive performance.This in-line type engine with 4 cylinders is packed with common rail direct injection fuelsupply system offers free flow of oil and delivers an amazing performance.

The high powered engine delivers a Maximum Power of 95 bhp @ 3600rpm with 220Nm ofmaximum torque at 1400- 2600 rpm.

WHEELS

Mahindra Xylo is a very smart luxurious Multi Utility Vehicle that blends functionality andstyle. The car is equipped with 15 inch alloy wheels that give the car a very robust andaggressive look and adds appeal to the exterior of the car.

Mahindra Xylo is packed with puncture resistant tubeless tyres which offer hassle free journeyThe specification of wheels are 215/75 R15 for both the front and rear tyres whereas the tyresize of D2 variant is 205/65 R15 for both the front and rear tyres. Mahindra Xylo is packed with

big sized tyres which are very efficient in controlling this car in the event of off-roading. Thebig sized tyres are also of great help in slippery road and reduce the chances of skidding.


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BRAKING AND HANDLING

Mahindra Xylo has a very impressive and sound braking system. The availability of ABS(Anti Lock Braking System) in the car is a proof of its good braking system. The car has front

brakes as disc and drum brakes at the rear. This braking system helps the car to decelerate andalso prevent wheel locking in case of sudden braking. Thus with this braking system in place,you can drive the car with great peace of mind be armed for any unexpected surprises.

The suspension available in Mahindra Xylo offers dynamic stability and control to the car. Thefront suspension of the car is of Independent coil spring and the rear suspension is of multi linkcoil spring.

HANDLING AND SAFETY

Safety is a major concern these days with increased number of vehicles on the road. MahindraXylo has taken care of this concern with inbuilt passive and active safeguards. Mahindra Xylois equipped with an array of advanced safeguards to make the drive comfortable and hassle free.

The ABS (Anti Lock Braking System) ensures prevention of wheel lock in case of abruptbraking and keeps the car steer able. The availability of Drivers Airbag and Passenger airbag inthe car is the most important safety measure which offers a cushioning effect to the passenger incase of collision and jerk and also helps in reducing the impact of collision.

The Mahindra Xylo is packed with front fog lights that help to drive the car in any weather

conditions and offer clear vision. With the presence of fog lamps your driving becomes veryeasy and safe in bad weather conditions. The Mahindra Xylo is also packed with EngineImmobilizer which protects the car from the unwelcomed guests. The crumple zones present inthe car protects the passenger from collision.

Some of the other safety features are front axels with anti roll bars on the suspension, Frontheadrest, 3 rear headrest, Powerful fog lamps for clear vision in any weather condition; the caris packed with seat belt warning system with adjustable seat belts in front.

STEREO AND ACCESSORIES

Mahindra Xylo also takes care of the music department which is a must for everyone thesedays. Mahindra Xylo is equipped with MP3 turner CD player and speaker that offer a very goodsound system. Mahindra Xylo is also equipped with number of accessories like speaker, Leatherupholstery, USB Connector Etc.


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MAHINDRA XYLO PRICE LIST

XYLO VARIANTS EX-SHOWROOM PRICE

D2 (BASE VERSION) 6,81,000

E4 (LOWER VERSION) 7,46,000

E6 (SPORTZ VERSION) 8,02,000

E8 (TOP VERSION) 8,95,000


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DIFFERENT VARIANTS OF XYLO WITH THEIR FEATURES

Overview of Mahindra Xylo D2

Ex-showroom Price (Delhi Rs.) 6,77,000

Transmission Type Manual

Engine Description 2.4L 69.5 kW m-Eagle CRDe, 4-cyl. Turbocharged

Engine Displacement(cc) 2489

Maximum Power 95 bhp at 3600 rpm

Maximum Torque 220Nm at 1400-2600 rpm

Mileage-City(kmpl) 10.0

Mileage-Highway(kmpl) 13.0

Fuel Type Diesel

Fuel Tank Capacity(litres) 55

Seating Capacity 8

Mahindra Xylo D2 Standard Features

Air Conditioner YES

CD Player NO

Anti-Lock Braking System NO

Power Steering YES

Power Windows YES

Central Locking YES

OVERVIEW OF MAHINDRA XYLO E4


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Engine Description 2.5L 112bhp m-Eagle CRDe, 4-cTurbocharged


Maximum Power 112bhp at 3800 rpm

Maximum Torque 260 Nm at 1800-2200 rpm



Fuel Type Diesel


Seating Capacity 7

Mahindra Xylo E4 Standard Features

Air Conditioner YES

CD Player NO


Power Steering YES

Power Windows YES

Leather Seats NO

Central Locking YES

Overview of Mahindra Xylo E6




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Engine Description 2.5L 112bhp m-Eagle CRDe, 4-cyl.Turbocharged





Fuel Type Diesel


Seating Capacity 7

Mahindra Xylo E6 Standard Features

Air Conditioner YES

CD Player NO


Power Steering YES

Power Windows YES

Leather Seats NO

Central Locking YES

Overview of Mahindra Xylo E8 ABS Airbag

Mahindra Xylo E8 ABS Airbag Full Detail



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Engine Descriptio 2.5L 112bhp m-Eagle CRDe, 4-cyl.Turbocharged






Fuel Type Diesel


Seating Capacity 7

Mahindra Xylo E8 ABS Airbag Standard Features

Air Conditioner YES

CD Player YES

Anti-Lock Braking System OPTIONAL

Power Steering YES

Power Windows YES

Leather Seats YES

Central Locking YES

DATA ANALYSIS AND INTERPRETETION

(A) Customers opinion toward the appearance of XYLO.


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Location Respondents Positive Negative Positive % Negative %

Solan 300 105 195 35% 65%

(TABLE NO.10.1) Source: Questionnaire

DATA INTERPRETETION

65% of the respondents feel that appearance of XYLO is not impressive. While 35%respondents still believe the XYLO has impressive look.

OBSERVATION

According to this study XYLO has unimpressive look. Because most of the people in thisstudy believe that XYLO has below average look.

(B) Factors affecting customer satisfaction towards Mahindra XYLO.

Factors No. of Respondents Percentage

Features 40 13%

Low Maintenance 34 11%

Comfort 85 28%

Powerful engine 91 31%

After Sales Services 50 17%


INTERPRETATION The sample drawn on the probability basis clearly shows that 11%(34respondents) are the opinion that low maintenance is the satisfaction factor ofXYLO and 17 %( 50 respondents) of them who view After Sales Service as a vitalfactor for customer satisfaction. Followed by Comfort which corresponds to 28 %( 85 respondents), Powerful engine with 31 %( 91respondents) and 13 %( 40respondents) of them view that feature of XYLO as satisfaction factor.


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OBSERVATION

Majority of the respondents are of the idea that power engine of XYLO is topmost feature which satisfy the customer need.

contributing to customer satisfaction followed by comfort, style and features As

such, Mahindra should focus on the aspects, which will enhance the customersatisfaction and thus the market share.

One thing that everyone has to keep in mind that there is a need of improvement in aftersales and services.

(C) Customer opinion toward fuel consumption.

Factors Respondents Percentage

Extremely Satisfied 99 33%

Satisfied 138 46%

Neutral 42 14%

Dissatisfied 21 7%

Total 300 100%(TABLE NO. 10.3) SOURCE QUESTIONNAIRE

INTERPRETATION

100% of the respondents 46%of the respondents approached were satisfied with thefuel consumption of the XYLO. Followed by 33% was extremely satisfied, 14% areneutral and rest of the 7% is more dissatisfied with fuel consumption of Scorpio.

OBSERVATION

As majority of the respondents are satisfied with the fuel consumption of MahindraScorpio. The company should maintain the same standard and it is suggested to

come up with suitable measure to reduce the negative opinion among the consumer

who is of the opinion that fuel consumption is a dissatisfying factor.


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(D) What do you feel regarding XYLOS safety and comfort?


Solan 300 225 75 75% 25%


INTERPRETATION

100% of the respondents 75% of the respondents approached were satisfied with thesafety and comfort feature of the XYLO. Followed by 25% of respondents were notsatisfied.

OBSERVATION

As majority of the respondents are satisfied with the safety and comfort feature ofMahindra XYLO. The company should maintain the same standard and it issuggested to come up with suitable measure to reduce the negative opinion amongthe consumers who are of the opinion that safety and comfort feature is adissatisfying factor.

(E) How do you see the space availability in Mahindra XYLO?


Solan 300 285 15 95% 5%



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INTERPRETATION

The sample drawn on the probability basis shows that out of 100% of respondents95% of the respondents approach were satisfied with the space availability of theXYLO. 5% were not satisfied.

OBSERVATION:

As 95% of the respondents are happy with the space availability of the MahindraXYLO vehicle, it can be concluded that the company has undertaken proper R&Din this aspect. The 5% of the respondents who have awarded negatively may becomparing with the vehicle in the same category launched very recently.

(F) What do think about the pricing policy that has been taken by Mahindra for its

XYLO?


Solan 300 195 105 65% 35%


INTERPRITATION

Sample has drawn from 300 people from which 195 or 65% of respondent aresatisfy with the price of Mahindra XYLO.Rests of the respondents 105 or 35% of the respondents are not satisfied with the

pricing policy of Mahindra XYLO.

OBSERVATION Majority of the people are satisfy with the price to XYLO. But a large part of thesample size is not satisfy the policy that Mahindra has taken.So prices of XYLO should be decrease to some extend. In coming future we cansee a little decrease in the price of XYLO.

(G) Customers awareness about ABS (Anti-Lock Braking System) System inMahindra XYLO.


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Location Respondents Aware Not aware Aware % Not aware %

Solan 300 204 96 68% 32%


INTERPRITATION

From above observation we can say that majority of the respondent are aware of theABS system in XYLO.But still a number of respondent are not aware. 68% of respondents are fully awareabout new system in XYLO but 32% of respondents are not aware.

OBSERVATIONMost of the respondents are aware of the new ABS system. But for the unawarerespondents there is a need to inform them.Organization should inform people through it ad and they should inform peoplewith different means.

(H) Mahindra Xylo was decorated as MUV of the Year by NDTV Car & Bike awards on

January 7, 2010. Do you agree that XYLO deserves for this award?

Location Respondents Agree Disagree Agree % Disagree %

Solan 300 285 15 95% 5%


INTERPRITAION

The sample drawn on the probability basis shows that out of 100% ofrespondents 95% of the respondents think that XYLO was deserving vehicle for thisaward.5% of the respondent are disagree that XYLO did not deserve vehicle for thisaward. According to them there were many other cars that were suitable for thisaward.


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OBSERVATION

From above observation we can say that people are happy with the XYLOperformance and they are agree that XYLO deserves for the award. with this award people come to know the value of XYLO and with this awardcustomer perception about XYLO became very clear.

(I) In overall performance are you satisfied with XYLOs performance?

Location Respondents Satisfied dissatisfied satisfied % Dissatisfied %

Solan 300 276 24 92% 8%

(TABLE NO.10.9 Source: Questionnaire

INTERPRITATION

The sample drawn on profitability basis shows that 84% of the customer satisfiedwith XYLO and only 8% were not satisfied with XYLO.

OBSERVATION:

Most of the respondents approached they were satisfied with XYLO.

(J) Are you satisfy with Mahindras CRM (customer relationship management) andafter sales services?

Location Respondents Satisfied dissatisfied satisfied % Dissatisfied %


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Solan 300 189 111 63% 37%

(TABLE NO.10.10 Source: Questionnaire

INTERPRITATION

The sample drawn on the probability basis shows that out of 100% ofrespondents 63% of the respondents think that Mahindras CRM and after salesservices are good. They are satisfied with it. 37% of the respondent are not agree with the CRM and after sales servicesoffered by Mahindra.

OBERVATION

From above sample we come to know that most of the respondents are satisfiedwith the CRM and after sales and services offered by Mahindra. But a large part ofthe respondent is still not satisfied.

There is a need to improve CRM and after sales and services.

FINDING

Based on the data gathered by administrating schedules to customers the following

observations are made.


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1. Mahindra XYLO has excellent percentage of customer satisfaction according tothe data.

2. Most of the people are satisfied with its low maintenance cost and after salesservice provided by Mahindra Scorpio.

3. Based on the fuel consumption, most of the people are satisfied with it.

4. Based on Safety and Comfort, Space, Maintenance most of the people areSatisfied with it.

5. Large numbers of XYLO user are aware of its ABS (Anti-Lock Braking System)System.

6. If we took the satisfaction level of people toward XYLO, it becomes excellent.

7. Its features and style satisfy most of the people.

8. One thing that comes out from this research that people are not satisfied with theappearance or look of XYLO.

9.In future if company comes out with new variant or new UV looks should be amatter of concern. Most of the respondent were not satisfied with XYLOs look.

10. People are happy that XYLO has won MUV of the Year by NDTV Car & Bikeawards on January 7, 2010.

RECOMMENDATION


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Mahindra Company has to implement good customer relationship managementstrategy that enhances customer satisfaction level.

The budget of R&D should increase and more emphasis should be given to theR&D development.

The company should promote about the entire feature offered by it. There is aneed to aware people about its new features like ABS system, Digital EngineImmobilizer intellipark and etc.

As majority of the customer give opinion that they are satisfied is the factor,services and design of the product of the company should taken not only maintainthe existing standard but also enhance them.

There is a need to improve CRM and after sales and services. A large part ofthe observed respondents are not agreed with it. So there is a chance ofimprovement in this sector.

LIMITATIONS OF THE STUDY

The slowest method of data collection.

Difficult to know whether willing respondents are truly representative or not.

Possibility of ambiguous replies.

Respondents were not honest.

The scope of study is limited to the respondents which are selected from in andaround Solan H.P.

The sample unit was also 300 respondents

CONCLUSION


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The Company is offering good services, which is reflected on the satisfaction of thecustomer.

Majority of the customer are satisfied with overall performance of the vehicle.

Mahindra XYLO has a very good market share in the state of H.P.

People are very happy with the power engine of Mahindra XYLO.

There is a need to improve CRM and after sales and services.

The Company is aggressively promoting the car keeping in mind the buyers who keepcomfort as their top priority.

BIBLOGRAPHY

Philip Kotler 13th edition Marketing Management

www.mahindrascorpio.co.in

www.automobile.com

Data from Mahindra and Mahindra automobile dealer from Shilma city.

SAMPLE QUESTIONNAIRE

(A) Customers opinion towards the appearance of XYLO.


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(a) Positive (b) Negative.

(B) Factors affecting customer satisfaction towards Mahindra XYLO. Whichfactor you consider is satisfy you most?

(a) After sales services (b) Low maintenance (c) Comfort (d) Powerful engine

(C) Are you satisfied with the fuel consumption of SCORPIO?(a) Extremely Satisfied (b) Satisfied (c) Neutral (d) Dissatisfied

(D) What do you feel regarding XYLOS safety and comfort?

(a) Satisfy (b) Dissatisfy

(E) How do you see the space availability in Mahindra XYLO?(a) Positive response (b) Negative responce

(F) What do think about the pricing policy that has been taken by Mahindra forits XYLO?

(a) Positive response (b) Negative responce

(G) Customers awareness about ABS (Anti-Lock Braking System) System inMahindra XYLO.

(a) Aware (b)Not aware

(H) Mahindra Xylo was decorated as MUV of the Year by NDTV Car & Bikeawards on January 7, 2010. Do you agree that XYLO deserves for this award?

(a) Agree (b) Disagree

(I) In overall performance are you satisfied with XYLOs performance(a) Satisfied (b) Dissatisfied

(J) Are you satisfy with Mahindras CRM (customer relationship management)

and after sales services(a) Satisfied (b) Dissatisfied


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customer satisfaction with refence to mahindra “xylo

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