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8/13/2019 Mahindra Balero 121025094242 Phpapp01

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C$a% '1

INTRODUCTION

In(d")&*(n

O+)&*- (/ &$ &"d0

S)(% (/ S&"d0

L**&a&*(n


3/93

In(d")&*(n

ustomer Satisfaction is the buzz%ord used by the business people for

the success of organization in the present days( Due to the increases of heavy

competition in every product )line it become difficult for the companies to

retain the customers for longer time( So retain the customer for longer time the

mar*eter has to do only one things i(e( customer satisfaction (If customer is

fully satisfied by the product it not only rub the organization successfully but

also fetch many benefits for the company( +hey are less process sensitive and

they remain customer for a longer period( +hey buy addition products overtimes

as the company introduce related produce related products or improved$ so

customer satisfactions is gaining a lot of importance in the present day( ,very

company is conducting survey on customer satisfaction level on their products(

+o ma*e the products up to the satisfaction level of customers(

+his project is also done to *no% the customers satisfaction on the

'OL,RO on behalf of "ahindra and "ahindra Automobiles( +he impact of

automobile industry on the rest of the economy has been so pervasive and

momentous that is characterized as second industrial( It played a vital role in

helping the nation to produce higher value good and services and in the

enhancing their s*ills and impose tremendous demand for automobile( +he

decrease in the interest rate and easy available of cars loons from - to . years$


4/93


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O+)&*- (/ &$ &"d0

ustomer Satisfaction

,mployee Satisfaction

C"&(# Sa&*/a)&*(n

+he study has been under ta*en to analyze the customer satisfaction to%ards all

variant of "ahindra 'OL,RO in Shimoga %ith a special reference to the "#"

motors$ the other

+o gather information about customer satisfaction to%ard 'olero in the

geographic region of Shimoga(

+o *no% the customer perception about features$ lo% maintenance cost

and loo*s of 'olero(

+o *no% the customer satisfaction about the safety and comfort provided

by 'olero(

+o provide suggestions$ in improving the customer satisfaction and the

company sales and Profitability

+o *no% the customer satisfaction to%ards the after sales service offers

by "#"


6/93

E%(0 Sa&*/a)&*(n

+o find that %hether the employees are satisfied or not(

+o analyses the company6s %or*ing environment(

+o chec* the Degree of satisfaction of employees(

+o find that they are satisfied %ith their job profile or not(

+o find that employees are %or*ing %ith their full capabilities or not(

+o help the management of the company to *no% about the actions to be

ta*en to increase the level of satisfaction of the employees(

S)(% (/ S&"d0

It is aimed to study the car mar*et and buying behavior of the customer(

+he project is analyzed the demographic$ psychographic and buying

characteristics of the customers in buying the car( It includes the detailed study

of customers focusing on the various parameters that lead to identifying and

understanding the perception of the customer in buying the car brands(


7/93

L**&a&*(n

I %ill have to rely upon the information given by respondents$ %hich may

not be fully true

+his study %ill be limited to only some areas of Shimoga ity

It is only for short period of time(

Lac* of professional approach since researcher is a student(


8/93

C$a% 2

RESEARCH METHODOLOGY

In(d")&*(n

Ra#)$ D*n

Ra#)$ P#()

Da&a )()&*(n

Sa% *


9/93

Ra#)$ M&$(d((0

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

its conception through the final analysis$ recommendations and ultimate actions(

+he research process provides a systematic$ planned approach to the research

project and ensures that all aspects of the research project are consistent %ith

each other(

In(d")&*(n

+his chapter aims to understand the research methodology establishing a

frame%or* of evaluation and revaluation of primary and secondary research(

+he techni:ues and concepts used during primary research in order to arrive at

findings< %hich are also dealt %ith and lead to a logical deduction to%ards the

analysis and results(

Ra#)$ D*n

I propose to first conduct a intensive secondary research to understand

the full impact and implication of the industry$ to revie% and criti:ue the

industry norms and reports$ on %hich certain issues shall be selected$ %hich I

feel remain unans%ered or liable to change$ this shall be further ta*en up in the

ne7t stage of e7ploratory research(


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+his stage shall help me to restrict and select only the important :uestion

and issue$ %hich inhabit gro%th and segmentation in the industry(

+he various tas*s that I have underta*en in the research design process are=

Defining the information need

Design the e7ploratory$ descriptive and causal research(

Ra#)$ P#()

+he research process has four distinct yet interrelated steps for research

analysis it has a logical and hierarchical ordering=

Determination of information research problem(

Development of appropriate research design(

,7ecution of research design(

ommunication of results(

,ach step is vie%ed as a separate process that includes a combination of tas*$

step and specific procedure( +he steps underta*e are logical$ objective$

systematic$ reliable$ valid$ impersonal and ongoing(


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E!%(#a&(#0 Ra#)$

+he method I used for e7ploratory research %as

Primary Data

Secondary data

P#*a#0 Da&a

>e% data gathered to help solve the problem at hand( As compared to

secondary data %hich is previously gathered data( An e7ample is information

gathered by a :uestionnaire( &ualitative or :uantitative data that are ne%ly

collected in the course of research$ onsists of original information

that comes from people and includes information gathered from surveys$

focus groups$ independent observations and test results( Data gathered by the

researcher in the act of conducting research(

+his is contrasted to secondary data$ %hich entails the use of data gathered by

someone other than the researcher information that is obtained directly from

first1hand sources by means of surveys$ observation or e7perimentation(

Primary data is basically collected by getting :uestionnaire filled by the

respondents(

S)(nda#0 Da&a


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Information that already e7ists some%here$ having been collected for

another purpose( Sources include census reports$ trade publications$ and

subscription services( +here are t%o types of secondary data= internal and

e7ternal secondary data( Information compiled inside or outside the

organization for some purpose other than the current investigation Researching

information$ %hich has already been published? "ar*et information compiled

for purposes other than the current research effort< it can be internal data$ such

as e7isting sales1trac*ing information$ or it can be research conducted by

someone else$ such as a mar*et research company(

Da&a C()&*(n

Data collection too* place %ith the help of filling of :uestionnaires( +he

:uestionnaire e method has come to the more %idely used and economical

means of data collection( +he common factor in all varieties of the

:uestionnaire method is this reliance on verbal responses to :uestions$ %ritten

or oral( I found it essential to ma*e sure the :uestionnaire %as easy

to read and understand to all spectrums of people in the sample( It %as also

important as researcher to respect the samples time and energy hence the

:uestionnaire %as designed in such a %ay$ that its administration %ould not

e7ceed 415 mines( +hese :uestionnaires %ere personally administered(


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+he first hand information %as collected by ma*ing the people fill

the :uestionnaires( +he primary data collected by directly interacting %ith the

people( +he respondents %ere contacted at shopping malls$ mar*ets$ places that

%ere sho%rooms and near to sho%rooms of the consumer durable products etc(

+he data %as collected by interacting %ith 4@ customer and 25

employees respondents %ho filled the :uestionnaires and gave me the re:uired

necessary information( +he respondents consisted of house%ives$ students$

businessmen$ professionals etc( +he re:uired information %as collected by

directly interacting %ith these respondents(

Sa% S*

I have targeted 4@ customer and 25 employees in the age group above -2

years for the purpose of the research( +he target population influences the

sample size( +he target population represents the Shimoga regions( +he people

%ere from different professional bac*grounds( +he details of our sample are

e7plained in chapter named primary research %here the divisions are e7plained

in demographics section(


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Chapter -3

COMPANY PROFILE

o In(d")&*(n

o A+("& C"&(# Sa&*/a)&*(n

o In(d")&*(n (/ A"&((+* Ind"

o Ind" %#/(#an)

o H*&(#0 (/ Ma$*nd#a Ma$*nd#a A"&((&*-

o M*&(n, aa#d and a))(ad


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COMPANY PROFILE

C"&(# Sa&*/a)&*(n

ustomer Satisfaction is the buzz%ord used by the business

people for the success of organization in the present days( Due to the

increases of heavy competition in every product )Line it become difficult for

the companies to retain the customers for longer time( So retain the customer

for longer time the mar*eter has to do only one things i(e( customer

satisfaction (If customer is fully satisfied by the product it not only rub the

organization successfully but also fetch many benefits for the company( +hey

are less process sensitive and they remain customer for a longer period( +hey

buy addition products overtimes as the company introduce related produce

related products or improved$ so customer satisfactions is gaining a lot of

importance in the present day( ,very company is conducting survey on

customer satisfaction level on their products (+o ma*e the products up to the

satisfaction level of customers(

+his project is also done to *no% the customers satisfaction on the

'OL,RO on behalf of "ahindra and "ahindra Automobiles(


16/93

+he impact of automobile industry on the rest of the economy has been

so pervasive and momentous that is characterized as second industrial( It played

a vital role in helping the nation to produce higher value good and services and

in the enhancing their s*ills and impose tremendous demand for automobile(

+he decrease in the interest rate and easy available of cars loons from -

to . years$ lot of car manufacturers company facing cut throat competition in

the fields of technology and price$ So to gain the mar*et share it is important for

the institutes to satisfy its customers and to retain the reputation and its image(

C"&(# Sa&*/a)&*(n Sa&* F((d B0 MM

+he different strategies follo%ed by "#" consists of ustomer

relationship management$

Strategy to providing better facility to the o%ner$ and strategy to provide better

after sales service to customer(

C"&(# Ra&*(n$*% Manan&

R" as a tool %as used to create positive %ord1of mouth$ to monitor customer

e7periences and generate referrals( A series of R" activities %ere

implemented %ith regular direct communication$ events and customer

satisfaction surveys$ ,vents$ estive offers$ Re%ards Program$ etc(


17/93

INTRODUCTION OF AUTOMOBILE INDUSTRY

+he automobile industry has changed the %ay people live and %or*( +he

earliest of modern cars %as manufactured in the year 2B35(

Shortly the first appearance of the car follo%ed in India( As the century

turned$ three cars %ere imported in "umbai /India0( Cithin decade there %ere

total of 2@-5 cars in the city(

+he da%n of automobile actually goes bac* to 4@@@ years %hen the first

%heel %as used for transportation in India( In the beginning of 25th century$

Portuguese arrived in hina and the interaction of the t%o cultures led to a

variety of ne% technologies$ including the creation of a %heel that turned under

its o%n po%er( 'y 2;@@s small steam1po%ered engine models %as developed$

but it too* another century before a full1sized engine 1po%ered vehicle %as

created(

'rothers harles and ran* Duryea introduced the actual horseless

carriage in the year 2B3.( It %as the first internal1combustion motor car of


18/93

America$ and it %as follo%ed by !enry ord6s first e7perimental car that same

year(

One of the highest1rated early lu7ury automobiles %as the 23@3 Rolls1

Royce Silver host that featured a :uiet ;1cylinder engine$ leather

interior$ folding %indscreens and hood$ and an aluminum body(

hauffeurs usually drove it and emphasis %as on comfort and style

rather than speed( During the 23-@s$ the cars e7hibited design refinements

such as balloon tires$ pressed1 steel %heels$ and four1%heel bra*es(

raham Paige D Phaeton of 23-3 featured an B1cylinder engine and an

aluminum body(

+he 23.E Pontiac De Lu7e sedan had roomy interior and rear1hinged

bac* door that suited more to the needs of families( In 23.@s$ vehicles %ere less

bo7y and more streamlined than their predecessor %as(

+he 234@s sa% features li*e automatic transmission$ sealed1beam

headlights$ and tubeless tires(


19/93

+he year 235E brought po%erful high performance cars such as

"ercedes1'enz .@@SL( It %as built on compact and stylized lines$ and %as

capable of -.@ *mph /244 mph0(

+his %as the Indian automobile history$ and today modern cars

are generally light$ aerodynamically shaped$ and compact(

Fa)& F*"#

+he automobile industry in India is on an investment overdrive( 'e it

passenger car or t%o1 %heeler manufacturers$ commercial vehicle ma*ers or

three1%heeler companies ) everyone appears to be in a scramble to hi*e

production capacities( +he country is e7pected to %itness over Rs .@$@@@ crore

of investment by -@2@(

!yundai %ill also be unmas*ing the Ferna and a brand ne% diesel car(

eneral "otors %ill be launching a mini and may be a compact car(

"ost of the companies have made their intentions clear( "aruti Gdyog

has set up the second car plant %ith a manufacturing capacity of -(5 la*h units

per annum for an investment of Rs ;$5@@ rore / Rs .$-@@ rore for diesel

engines and Rs -$E2B rore for the car plant itself0(


20/93

!yundai and +ata "otors have announced plans for investing a similar

amount over the ne7t . years( !yundai %ill bring in more than Rs .$B@@ rore

to India(

+ata "otors %ill be investing Rs -$@@@ rore in its small car project(

eneral "otors %ill be investing Rs 2@@ rore$ ord about Rs .5@ rore

and +oyota announced modest e7pansion plans even as !onda Siel has

earmar*ed Rs .$@@@ rore over the ne7t decade for India 1 a sizeable chun* of

this should come by -@2@ since the company is also loo*ing to enter the

lucrative small car segment(

+al*ing about the commercial vehicle segment$ Asho* Leyland and +ata

"otors have each announced %ell over Rs 2$@@@ rore of investment(

"ahindra # "ahindra6s joint venture %ith International +ruc*s is e7pected to

see an infusion of at least Rs 5@@ rore(


21/93

Ind" %#/(#an) *n 2717'11

+he Indian automotive mar*et managed to stand up to the vagaries of the

economic meltdo%n to sho% slightly gro%th during fiscal -@2@122( Overall

vehicle sales at 3E(-. la*h gre% @(E2 per cent from 3;(54 la*h units in -@@B1@3(

Chen major automotive mar*ets reported a .@14@ per cent decline$ only

a handful of countries managed to sho% gro%th( A fe% months ago$ India %as

loo*ing at negative gro%th but has turned around( It is actually better than

e7pected(

Passenger vehicle sales at 25(52 la*h registered flat gro%th %hile

commercial vehicle sales sho%ed a -2 per cent drop(

SIA" has a positive outloo* for the current financial year( Chile it

foresees a E1B per cent gro%th for the commercial vehicle segment$ the industry

body predicts a .15 per cent gro%th for passenger vehicles( +he three1%heeler

segment may gro% 51B per cent gro%th %hile t%o %heelers may sho% .15 per

cent gro%th(


22/93

+he passenger vehicle mar*et has %eathered the do%nturn largely due to

mar*et leader "aruti Suzu*i %hich holds 4B per cent of the mar*et( +he

compact car giant cloc*ed E(-- la*h units for -@@B1@3( losest rival !yundai

"otor India sold -(44 la*h cars$ a gro%th of 2. per cent( +ata "otors6 sales

gre% 2(. per cent at -(.@ la*h units %hile "ahindra # "ahindra posted -(5 per

cent gro%th at 2(@; la*h units(

"ost premium carma*ers sa% volumes shrin* last fiscal( +oyota

Hirlos*ar "otor6s numbers fell 25 per cent to 4;$B3- units %hile ord India6s

sales %ere do%n 2E per cent to -E$3E; units( !onda Siel ars India also sa% a

2E per cent drop at 5-$4-@ units %hile eneral "otors India %as do%n B per

cent to ;2$5-; units(

Among commercial vehicle ma*ers$ all major players sa% substantial

fall in volumes( "ar*et leader +ata "otors %ith a ;@ per cent plus share$

sho%ed -- per cent drop in numbers at -(.4 la*h units %hile Asho* Leyland

sho%ed .E per cent drop at 4E$;.-(

,icher6s sales volume fell .E per cent at 2E$.42 units and orce "otors

%as do%n -B per cent at E$B23 units( +he freight movement is unli*ely to

improve this fiscal %hich %ill impact truc* sales(


23/93

+%o1%heeler sales gre% -(; per cent to E4(.B la*h units( !ero !onda

has made up for the erosion of sales volume for other t%o1%heeler ma*ers

including 'ajaj Auto and +FS "otor ompany$J said "r( "atta( !ero !onda

cloc*ed .;(4@ la*h units$ a gro%th of 2-(5 per cent( 'ajaj Auto6s volumes

dropped -. per cent to 2-(B; la*h units %hile +FS sa% a marginal decline at

22(.; la*h units( !onda "otorcycle and Scooter India6s sales surged 2; per

cent to 2@(25 la*h units(


24/93

HSTORY OF MAHINDRA MAHINDRA AUTOMOTI8E

"ahindra # "ahindra /"#"0 %as established in 2345 as "ahindra #

"ohammed( Later on$ after the partition of India$ one of the partners 1 hulam

"ohammad 1 returned to Pa*istan$ %here he became inance "inister( As a

result$ the company %as renamed to "ahindra # "ahindra in 234B(

"#" started its operation as a manufacturer of general1purpose utility

vehicles( It assembled HD jeeps in 2343( Over the passing years$ the company

e7panded its business and started manufacturing light commercial vehicles

/LFs0 and agricultural tractors(

Apart from agricultural tractors and LFs$ "ahindra # "ahindra also

sho%ed its de7terity in manufacturing army vehicles( Soon$ it started its

operations abroad$ through its plants set up in hina$ the Gnited Hingdom and

the GSA(

"#" partnered %ith companies prominent in the international mar*et$

including Renault SA$ International +ruc* and ,ngine orporation$ GSA$ in

order to mar* its global presence( "#" also started e7porting its products to

several countries across the %orld( Subse:uently$ it set up its branches

including "ahindra ,urope Srl /based in Italy0$ "ahindra GSA Inc($ "ahindra

South Africa and "ahindra /hina0 +ractor o( Ltd(


25/93

At the same time$ "#" managed to be the largest manufacturer of

tractors in India$ by holding leadership in the mar*et of the country$ for around

-5 years( +he company is an old hand in designing$ developing$ manufacturing

and mar*eting tractors as %ell as farm implements( It made its entry to the

passenger car segment in India$ %ith the manufacture of Logan /mid1size sedan0

in April -@@E$ under the "ahindra Renault collaboration(

Soon after the consider able success of Logan$ "#" started launching a %ide

range of LFs and three %heelers as %ell as SGFs including Scorpio and

'olero( In the present time$ 'olero has gained immense popularity in India( It is

one of the most opted vehicles in its class(

MAHINDRA BOLERO

"ahindra 'olero is one of the most successful and popular utility vehicle

of the "ahindra and "ahindra roup( +he car is robust in appearance and it has

been elegantly designed$ *eeping in mind the conditions of the Indian roads(

"ahindra 'olero is also among the best fuel1efficient cars of India as the

manufacturer has e:uipped it %ith a -5@@ cc diesel engine %ith51 speed

transmission(

April @B$ -@@B$ "umbai= "ahindra # "ahindra Ltd( /"#"0$ one of

India6s leading auto brands$ has announced that its popular 'olero SGF has

sold a record 5@$@@@ units in -@@E1@B( +he 'olero is the first brand in the


26/93

SGFKGFK"PF category to cross 5@$@@@ units in one year and India6s leading

SGF brand for t%o years in a ro%(

Cith its stylish appeal and rugged nature$ the "ahindra 'olero has

emerged as the clear favorite amongst SGF enthusiasts across the country since

its launch eight years ago( +he fact that it is the first brand in the

SGFKGFK"PF category to notch up sales of more than 5@$@@@ units in a single

year is also a clear validation of our customer centric approach to business(

+oday$ the 'olero is perceived as a stylish but affordable SGF %hich caters to

different customer needs and ta*es on all *inds of terrain %ith ease$J said "r(

Five* >ayer$ Fice President ) "ar*eting$ Auto Sector$ "ahindra and

"ahindra Ltd(

Since its launch in une -@@@$ the 'olero has evolved over the years$

incorporating a host of features and aesthetics %hich match the evolving

lifestyle aspirations of Indian consumers( In -@@E$ "#" launched the >e%

'olero %hich offered a bold ne% style$ greater comfort and conveniences( In

anuary -@@B$ "ahindra also introduced the 'olero Special ,dition$ a limited

edition of India6s most popular SGF %ith e7citing ne% features for the young

urban customer(


27/93

MAHINDRA SCORPIO

"ahindra # "ahindra Limited launched "ahindra Scorpio as its first

Sports Gtility Fehicle in India in -@@-( +his SGF has redefined the

e7pectations for the design of SGFs %ith its sturdy loo*s and po%erful

performance$ the sophisticated interior design adds to the further

glory to the appearance(

MAHINDRA INGENIO

"ahindra # "ahindra is planning to launch a ne% multi1purpose vehicle

/"PF0 to ta*e on the +oyota Innova and the hevrolet +avera in both

the individual buyer and ta7i segments( "ahindra has currently named

the project Ingenio( +he vehicle is e7pected to hit the mar*et -@@3 in

MAHINDRA RENAULT LOGAN

"uch a%aited "ahindra1Renault Logan has been launched in India( +his

compact sedan is a spacious$ practical and affordable vehicle( +he outloo* of

Logan is impressive and the basic version is a value for money$ ho%ever

the top1end versions are a bit high on price( +he prominent feature of

this car is its performance$ interiors and economy(


28/93

MAHINDRA 9YLO

"ahindra # "ahindra Limited launched their latest "ulti Gtility

Fehicle /"GF0 MyloJ in India on anuary 2.$ -@@3( +he car boasts of having

all the lu7urious features that are seen in today6s sedans$ %ith the ample space

of a utility vehicle( Mylo8s muscular stance contributes to its commanding road

presence( ully pac*ed %ith the latest features$ the "GF is sure to impress

Indian consumers and provide a stiff competition to the other vehicles %ithin its

class

P#/(#an) (/ Ma$*nd#a 9YLO

Gnder the hood of "ahindra Mylo lies a 41cylinder turbocharged$

m,agle diesel engine$ %hich generates a po%er of 22-bhp N .B@@ rpm and a

pea* tor:ue of -4 *gm N 2B@@1.@@@ rpm( +he po%erful engine is developed

on the >, RDe platform and is mated to 51gears manual transmission(

+he car accelerates from rest to ;@ *mKh in just 5(B seconds

MAHINDRA MA99

+he "ahindra "a77$ a product under the "ahindra "a77 range$ is a

spacious passenger utility vehicle %ith a ma7imum seating capacity of 2@

persons( It is perfect vehicle for large families going on long trips( +he "GF

comes %ith a spacious cabin %ith decent legroom(


29/93

Available in 4 main choices= 'ase$ +M$ LM and estara$ the "GF comes

loaded %ith a lot of merits( It has a long %heelbase of -4.@ mm to provide for a

large seating capacity and cargo space( +he vehicle has a high ground clearance

of -@@ mm %hich gives it good stability on off1road drives( 'ecause of these

reasons$ the "ahindra "a77 is more popular in semi1urban and rural areas of

the country(

+he vehicle has high fuel efficiency and delivers more than any other vehicle in

its category( It comes %ith a .1year %arranty so that initial maintenance is not

heavy on the poc*ets

MAHINDRA MARSHAL

"ahindra "arshal Delu7e Royale is a Sport and Gtility Fehicle %ith has

a seating capacity of nine people( Its design resembles "ahindra6s old model of

jeeps< but %ith some modifications( It has a 51door design %ith a hard top$

ensuring safety( +he interiors are comfortable too %ith ergonomically designed

seats affording travelling comfort(

+he "ahindra "arshal Delu7e Royale can be a good purchase %ith

regards to its seating capacity and also its technologically advanced features(

Although$ the price is on a bit higher side$ it is %orth investing(


30/93

Ma$*nd#a S)(#%*( Ma$*nd#a B(#(

Ma$*nd#a 90( Ma$*nd#a Ma#$a

Ma$*nd#a Ma!! Ma$*nd#a L(an Ca#


31/93

MILSTONE, A:ARDS AND ACCOLADES

"#"6s ;2st year %as studded %ith a number of note%orthy achievements$

prestigious prizes and glittering a%ards(

DGAL !O>OGRS OR !AIR"A> "R( H,S!G' "A!I>DRA

hairman$ "r( Heshub "ahindra

Cas a%arded the 'usiness Fisionary A%ard -@@;J instituted by the >ational

Institute of Industrial ,ngineering />I+I,0$ "umbai(

hairman$ "r( Heshub "ahindra %as also a%arded the prestigious I'S

Hol*ata Lifetime Achievement A%ard for his unparalleled contribution to

industrial gro%th and social and economic development of the community6(

+he Institute of hartered inancial Analysts of India6s /IAI0 India 'usiness

School /I'S0 presented it$ Hol*ata$ at the Strategy Summit -@@E$ held in

Hol*ata(

SLE: OF HONOURS FOR MR. ANAND MAHINDRA

"r( Anand "ahindra$ F # "D$ "ahindra roup$ received a number of

prestigious a%ards in -@@B12@$ including=


32/93

+he prestigious >' Asia 'usiness Leader of the ear A%ard for the

ear -@@; as %ell as the >' +F India 'usiness Leader of the ear

A%ardJ(

+he ,O of the ear6 a%ard at the India 'rand Summit -@@; co1

sponsored by 'usiness Standard and I+" 'usiness School in association

%ith +imes >o% and D>A ne%spaper(

+he L"A ,ntrepreneur of the ear -@@; a%ard$ instituted by the

Ludhiana "anagement Association /L"A0(

+he "ost Inspiring orporate Leader of the ear6 A%ard by >D+F

Profit

+he >D+F Profit ) ar # 'i*e A%ard -@@3 for Automobile "an of the

ear(

M#. Anand Ma$*nd#a %as also nominated as a "ember of the ouncil of the

,7ecutiveommittee of the >ational Sports Development und />SD0 of the

ovt( of India( !e %as featured in the list of 5@ "ost Influential Indians in

'usiness Cee*6s edition dated August 2.$-@@E

HIGHEST CRISIL RATING FOR MM


33/93

"#" has received the highest overnance # Falue reation rating$ RISIL

F Level ) I from RISIL for the ability to create value for all sta*eholders$

%hile adopting sound corporate governance practices(

DUN BRADSTREET AMERICAN E9PRESS CORPORATE

A:ARDS 2776

"ahindra # "ahindra %as rated as the leading Indian company in the

Automobile ) +ractors sector in the Dun # 'radstreet ) American ,7press

orporate A%ards -@@;6( +he Automobile Sector comprises of three categories

) Passenger Fehicles$ ommercial Fehicles and +ractors(

+hese a%ards recognize the virtues of size and gro%th in the a%ards

methodology( "#" ran*ed >o( 2 in these t%o segments in the premier Dun #

'radstreet India publication$ India6s +op 5@@ ompanies -@@;(

MAHINDRA RECEI8ES AMITY HR E9CELLENCE A:ARD

"ahindra # "ahindra %as honored %ith the Amity !R ,7cellence A%ard at

the ourth Amity lobal !R Summit -@@E held at the Amity International

'usiness School$ >oida( +he Amity !R ,7cellence A%ard recognized

"ahindra as one the most admired companies across the global on account of

its innovative strategies for !uman Resources "anagement and Development(

GLOBAL HR E9CELLENCE A:ARD FOR MM


34/93

"ahindra # "ahindra %on the lobal !R ,7cellence A%ard for

Innovative !R practices /"anufacturing Sector0$ in the Asia Pacific !R"

ongress$ held in "umbai( +hese a%ards recognize organizations and

individuals %ho have embraced change$ encouraged constructive challenges

and demonstrated entrepreneurial s*ills in the corporate %orld(

MM :INS BOMBAY CHAMBER GOOD CORPORATE CITI;EN

A:ARD 277


35/93

"ahindra # "ahindra %on the coveted olden Peacoc* A%ard for ,7cellence

in orporate overnance -@@;( +his a%ard validates the company6s 'est1in1

lass6 corporate governance practices and reflects its transparent and ethical

dealings %ith sta*eholders across the entire value chain( It recognizes the

"anagement6s commitment to the highest standards of corporate conduct and

its commitment to orporate Social Responsibility as a distinct activity that

helps build commendable social values and adds to the ethical fiber of the

organization(

BEST AUTOMOTI8E MANUFACTURING SUPPLY CHAIN

E9CELLENCE A:ARD

"ahindra # "ahindra has been a%arded as the organization %ith the 'est

Automotive "anufacturing Supply hain ,7cellenceJ( +he a%ards %ere

presented by India +imes "indscape /+imes of India roup0 along

%ith the 'usiness India roup at the ,7press$ Logistics # Supply hain

A%ards held in "umbai on September -B$ -@@E( A( ( >eilson is accredited

%ith the research for the a%ard nominees and %inners(

HIGH RAN=INGS FOR MAHINDRA

"#" %as ran*ed second in the prestigious e "ost +rusted ar ompany in

India study conducted by +>S( "#" scored 2-E points$ just seven points

belo% the top ran*ing company$ according to a +>S communi:uQ(


36/93

"#" %as ran*ed 24th in +he ,conomic +imes prestigious ,+ 5@@6 list

of top achieving companies in India? +he company has moved up four

ran*s from last year( +o :uote from the ,+ 5@@6 %rite1up= "#"6s

art1to1part6 strategy of diversification into the auto parts value chain and

its plans for ne% platforms for utility vehicles and joint venture %ith

Renault for Logan have led to a gain in ran*s(J

"#" %as ran*ed --nd in 'usiness India6s annual survey of the

country6s top companies 1 Super 2@@

"#" %as ran*ed .2st in 'usiness +oday6s annual survey of India6s

most valuable companies


37/93

C$a% >4

ABOUT MAHINDRA BOLERO


38/93

Ma$*nd#a +(#(

"ahindra # "ahindra Limited launched the second generation 'olero in

"arch -@@E( +he all1ne% sports1utility vehicle /SGF0 comes %ith refreshed

loo*s and style( +he e7teriors and interiors of the latest 'olero have been

designed in %ay that %ill find appeal %ith the younger generation of car buyers

in India( +he automobile sports a host of ne% features$ %hich perfectly suit the

needs of Indian consumers( An off1road SGF$ it delivers uncompromising fuel

efficiency and commendable performance on city roads as %ell(

et a snea* pee* at %hat6s ne% in the tough ne% 'olero( et the lo%do%n on

ho% it ma*es your drive a never before e7perience(

En*n

>e% "ahindra 'olero is po%ered by -5-.cc +urbo harged DI /Direct

Injection0 diesel engine$ %hich generates a po%er of ;.(- PS N .-@@ rpm and

2B(4 *gm of tor:ue N 244@125@@ rpm( +he -(5L engine is much more refined

than its previous model( +he good$ lo%1end tor:ue of 'olero allo%s a smooth

ride on gradients and bumpy roads(


39/93

D*n and C(/(#&

"ahindra 'olero flaunts a ne%$ slee* front grille and muscular bumper that

accentuate the appearance of its fascia( +he rear side appears more

sophisticated$ %ith curved clear lens taillights( Adding to the appeal of the

e7teriors is the %ell1contoured door handles( ,rgonomics in the cabin of the all1

ne% 'olero have been re%or*ed to suit the present1day consumer8s desire( Its

plush buc*et seats offer a greater degree of comfort to the occupants(

Discover the ergonomic driver6s seat$ the arm rest in the middle ro% or the

multi1directional A louvers( +here are little touches every%here to ma*e your

drive less of a drive and more of a pleasant journey(

In*(#

"ahindra 'olero sports a trendy dashboard and instrument cluster( +he

efficiency of the air conditioning system has also been improved( +he audio

system is integrated on the instrument panel in such a %ay that the controls are

%ithin easy reach of the driver( +he ne% "ahindra 'olero comes pac*ed %ith

many utility spaces( +here are small storage areas for various passenger needs$

%hich are neatly tuc*ed a%ay in the space1efficient central console(


40/93

R*d and Hand*n

>e% "ahindra 'olero comes e:uipped %ith an advanced >+ 5-@

transmission$ along %ith synchromesh gears$ %hich allo% smooth gearshifts(

+he automobile8s front suspension is built to %ithstand tough road conditions$

%hile giving its occupants utmost comfort( A combination of disc and drum

bra*es is used in the SGF$ %hich facilitates smooth bra*ing on all road

conditions( +he %ide radial tyres of 'olero ensure better road grip$ safety and

improved handling(

Sa/&0

"ahindra 'olero comes e:uipped %ith anti1roll bars that help the vehicle hold

to the ground even on the tightest bends( Its bra*ing system prevents the

loc*ing of %heels on slippery roads( +he ne% SGF also has a long %heelbase$

%hich provides greater stability to the automobile( +he other safety features of

"ahindra 'olero include central loc*ing and seat beltKdoor open %arning(

S&0?

+he 'olero is built solidly but that didn6t stop us from enhancing the sense of

security( So %e put in anti1roll bars to help hug the ground even on the tightest

bends$ bra*es that prevent %heel loc*ing and a seat beltKdoor open %arning

system(


41/93

rom the aggressive grille ornament to the muscular front fascia$ lo% stance

fender e7tensions$ clear lens headlamps and stand out %heel arches there8s a lot

you can discover in the ne% 'olero( All at a dealer near you(

C(n-n*n)?

ind space for magazines or maps$ slots for bottles or cans$ a surprisingly large

glove bo7 to s%allo% anything you thro% into it( +here6s even a 2-F charging

point along %ith a mobile holder( So the only thing you have to thin* about is

your destination(

P#/(#an)?

+he high po%er and high tor:ue give the 'olero great load carrying capabilities

especially over inclines( +he synchromesh gears ma*e gear shifts and even city

driving a cinch( And the uni:ue "ahindra DI engine gives you

uncompromising fuel economy too(

8a#*an&, P#*) and C((#

+he eight variants of ne% "ahindra 'olero are SLM$ DM$ DI$ MLS$ ML$ Sports$

Invader and amper( +he SGF is available in five colors$ including Apple Red$

iery 'lac*$ Diamond Chite$ Roc*y 'eige and +urf reen( +he latest version

of "ahindra 'olero is priced bet%een Rs 4(;@ la*h and Rs 5(;2 la*h(

'olero Overvie%


42/93

In(d")&*(n (/ B(#( M(d

+a*e on anything starting no% %ith the ne% "ahindra 'olero( Any road that

calls itself tough had better %atch out( +he ne% "ahindra 'olero comes loaded

%ith ne% features in style$ comfort and convenience( +o let you dominate

%hatever you encounter on the road(

DISCO8ER THE TOUGH NE: BOLERO.

!ere8s a sports utility vehicle that brings you brand ne% style %ith tried and

tested performance( A mid size SGF pac*ed %ith(

>e% comforts and conveniences( hoose from five models$ to fit your needs or

to underline your style( And o%n a driving e7perience that puts you firmly in

command(

BOLERO SL9

+he 'olero SLM is the top1of1the1heap model( It has almost every feature on the

ne% features list( rom the ne% trim on the front grille to the lo% stance fender

or the clear lens headlamps(


43/93

BOLERO SLE

or style the 'olero SL, matches the SLM in every aspect e7cept one %here it

scores over its high1end counterpart 1 sporty decals( In fact this is the only

model %ith decals on it(

BOLERO DI

+he spirit of the tough ne% 'olero %ithout the frills is the best description for

the 'olero DI( +he style$ the aggression$ the authority is all there minus the

creature comforts and conveniences(

+he spirit of the tough ne% 'olero %ithout the frills is the best description for

the 'olero DI( +he style$ the aggression$ the authority is all there minus the

creature comforts and conveniences( lic* on the related lin*s to get an outside1

in picture of "ahindra6s ne% vehicle(

BOLERO DI P"

Li*e its higher1end brothers$ the Plus too has most of the style features found on

the SLM list( And if you care for more comforts and conveniences on the inside

then all you have to do is choose the po%er steering option(


44/93

BOLERO 8L9

+he ne% 'olero FLM comes built1in %ith e7traordinary po%er$ than*s to the

ne% steroid1pumping 3E !P /E2(5 HC0 RDe engine( +his 'olero variant

comes e:uipped %ith all you %ould e7pect from India8s >o(2 SGF brand and

much more( +he noise1reducing$ refined >F! pac*age clearly tells everything

outside to 8shut up8( +he Foice Assist System %ill ma*e you %ant to listen to

this brute$ once in a %hile( +he sturdy suspension ma*es ta*ing on any terrain a

breeze$ %hile enhanced bra*ing system ma*es sure you stay on the road(


45/93

BOLERO SL9

Fa&"# and S%)*/*)a&*(n

"a*e "ahindra"odel 'olero

Fariant SLM

'ody +ype SGF

>o( of Doors 5

F" E//*)*n)0?

ity "ileage 3(4 *mpl

!igh%ay "ileage 2-(4 *mpl

uel apacity ;@ liters

uel +ype Diesel

uel rade '

En*n Pa#a?

Displacement -5-.cc

'ore 1

Stro*e 1

ylinder onfiguration 4 inlineFalve ear Operation 1

ompression Ratio 1

>o( of Falves B

Aspiration +urbo harged

uel System DI

!orse Po%er ;.(2-N.-@@ psNrpm


46/93

+or:ue 2B@N244@ >mNrpm

S*n and S"%n*(n

Steering +ype Rac* and pinion$ po%er assist

Po%er Steering esront Suspension Independent %ith coil spring

Rear Suspension Leaf spring

D*n*(n

Length 4@5; mm

!eight 2BB@ mm

Cidth 2;;@ mmCheel 'ase -;B@ mm

learance -@@ mm

'oot 1

ront !ead Room "in= ;@mm "a7= ;@mm

ront Leg Room ) 1

Rear !ead Room "in= ;@mm "a7= ;@mm

Rear Leg Room "in= E4mm "a7= 34mm

Hrebs Ceight "in= 2;25*g "a7= 2;25 *g

ross Ceight

D#*- T#a*n

+ype "anualears 5

Drive Line RCD

C(/(#& Fa&"#

A" K " Radio Present

,7cept A" K " radio there is no other comfort is provided(

Sa/&0? +here is no safety feature included in 'olero SLM including antitheft

system etc


47/93

BOLOLERO SLE

Fa&"# and S%)*/*)a&*(n

"a*e "ahindra

"odel 'olero

Fariant SL,

'ody +ype SGF

>umber of Doors 5

F" E//*)*n)0?

ity "ileage 3(5 *mpl

!igh%ay "ileage .(- *mpl

uel apacity ;@ liters

uel +ype Diesel

uel rade 1

En*n Pa#a?


48/93

S*n and S"%n*(n

Steering +ype Rac* and pinion$ po%er assist

Po%er Steering esront Suspension Independent %ith coil spring

Rear Suspension Parabolic Leaf spring

D*n*(n?

Length 4@5; mm

!eight 2BB@ mm

Cidth 2;;@ mm

Cheel 'ase -;B@ mm

learance 2B@ mm

'oot 1ront !ead Room 1

ront Leg Room 1

Rear !ead Room 1

Rear Leg Room 1

Hrebs %eight "in= 2;25*g "a7= 2;25 *g

ross %eight 1D#*- T#a*n

+ype "anual

ears 5

Drive Line RCDC(/(#& Fa&"#

Air1onditioning es

,7cept Air conditioning$ no other comfort features are present in the 'olero

SL,(

Displacement -5-.cc'ore 1

Stro*e 1

ylinder onfiguration 4 inlineFalve ear Operation 1

ompression Ratio 1

>o( of Falves BAspiration +urbo harged

uel System DI

!orse Po%er ;.(2-N.-@@psNrpm

+or:ue 2B@N244@ >mNrpm
mailto:63.12@3200mailto:63.12@3200


49/93

Same as SLM no safety features are present in the 'olero SL,(


50/93

BOLERO DI;

B(d0

'ody SGF

:*$& D*n*(n

Overall Length /mm0 4@5;

Overall Cidth /mm0 2;;@

Overall !eight /mm0 2B;@

Cheel 'ase /mm0 -;B@

round learance /mm0 2B@

>o of Doors 5

F" E)(n(0

"ileage 1 !igh%ay /*mKl0 2.(-

"ileage 1 ity /*mKl0 3(5

"ileage 1 Overall /*mKl0 2@(-4

Ca%a)*&*

Seating apacity E

uel +an* apacity ;@

En*n

,ngine +ypeK"odel -(5L DI +urbo Diesel

Displacement /cc0 -5-.

Po%er /PS N rpm0 ;4 N.-@@

+or:ue />m N rpm0 2B@ N244@


51/93

>o of ylinders 4

ylinder onfiguration In1line

Falves per ylender -

uel +ype Diesel

uel System Direct Injection

T#an**(n

+ransmission +ype "anual

inal Reduction ear Ratio 5

S"%n*(n

ront Suspension Independent %ith coil spring #

anti roll bar

Rear Suspension Parabolic leaf springs

S*n

Steering +ype Rac* # Pinion

"inimum +urning Radius

/m0

5(4

B#a@

ront 'ra*es Disc

Rear 'rea*s Drum

:$ T0#

Cheel +ype Steel

Cheel Size 25 Inch

+yres -25 K E5 R 25


52/93

BOLERO DI

'ody

'ody SGF

Ceight # Dimension

Overall Length /mm0 42E@


Overall !eight /mm0 2BB@

Cheel 'ase /mm0 -E34

round learance /mm0 2B.

>o of Doors 5

uel ,conomy

"ileage 1 !igh%ay /*mKl0 2.(-


"ileage 1 Overall /*mKl0 2@(-4

apacities

Seating apacity E

uel +an* apacity ;@

,ngine

,ngine +ypeK"odel -(5L DI +urbo Diesel


53/93


Po%er /PS N rpm0 ;4 N.-@@

+or:ue />m N rpm0 2B@ N244@

>o of ylinders 4

ylinder onfiguration In1line


uel +ype Diesel

uel System Direct Injection

+ransmission



Suspension

ront Suspension Independent %ith coil spring #

anti roll bar

Rear Suspension Rigid leaf spring

Steering

Steering +ype Rac* # Pinion

"inimum +urning Radius

/m0

5(4

'ra*es

ront 'ra*es Disc

Rear 'rea*s Drum

Cheels # +yres

Cheel +ype Steel

Cheel Size 25 Inch

+yres -25 K E5 R 25


54/93

BOLERO 8L9

'ody

'ody SGF

Ceight # Dimension

Overall Length /mm0 4@5;


Overall !eight /mm0 2BB@Cheel 'ase /mm0 -;B@

round learance /mm0 2B@

>o of Doors 5

uel ,conomy

"ileage 1 !igh%ay /*mKl0 2-(4


"ileage 1 Overall /*mKl0 3(E;

apacitiesSeating apacity E

uel +an* apacity ;@

,ngine

,ngine +ypeK"odel -(43L RDe



55/93

Po%er /PS N rpm0 3B N.B@@

+or:ue />m N rpm0 -55 N2B@@

>o of ylinders 4

ylinder onfiguration In line


uel +ype Diesel

+ransmission



Suspension

ront Suspension IS oil Spring

Rear Suspension Rigid Leaf SpringsSteering

Steering +ype Po%er Steering

"inimum +urning Radius /m0 5(4

'ra*es

ront 'ra*es Disc 'ra*e

Rear 'rea*s Drum 'ra*e

Cheels # +yres

Cheel +ype RadialCheel Size 25 Inch

+yres -25 K E5 R 25$


56/93

MAHINDRA BOLERO PRICE LIST

'OL,RO FARIA>+S ,M1S!OCROO" PRI,

DI 'S- = 5$@5$34-

SL, 'S- = 5$;4$2-B

SL, 'S. = 5$E;$2E4

SLM 'S- = 5$3B$-5.

SLM 'S. = ;$2-$;5.

PLGS >on A 'S- = 5$.E$@@3

PLGS >on A 'S. = 5$5@$.4B

PLGS A 'S- = 5$E-$B;E

PLGS A 'S. = 5$3.$2E2

FLM 'S. = ;$;2$@32


57/93

ABOUT MAHINDRA DEALER

S"na*na M(&(#

Address = Shan*armutt Road shimoga

ity = Shimoga

Phone >o = -E5BBB$ .@3B.@$ -EB2B2

,mail Id =prashanth3;.Nrediffmail(com< sunainamotorsNrediffmail(com

O"# D*&*n)&*(n?

+his is one of the largest authorized dealers for "ahindra # "ahindra

Automotives( Record sales in the first year of operation(

Pa#&n# *n P#(#=

Ce are the preferred partners of "#" automotives$ chiefly due to our

successful sales record and :uality( Our facilities have remained unsurpassed$

as %e strive everyday to better our self(

C(and*n P#n)?

S"na*na "otors as a centralized air1conditioned sho%room of "#"

automotives its *ind in Rajasthan$ spread gracefully and decorated elegantly

over an impressive B2@@ s:(ft at Sunaina$ 'eing e:uipped %ith affable front
mailto:[email protected];%[email protected]:[email protected];%[email protected]


58/93

office staff and adept professional technicians$ Provide a perfect of :uality

Service and Reliability(

S%a) F#*nd0=

+he interiors are aimed at ma*ing you feel completely at ease$ in lu7ury(

'ecause for us the customer is *ing$ one %ho deserves a regal offering( +he

setting is apt for times %hen you need to s%itch into a rela7ed state of mind(

T)$n((0 &( S&a0 A$ad?

Ce are e:uipped %ith the latest technological advancement in the industry$ in

order to give the best of services %hen it matters( >ot just to be part of$ 'ut to

build the future$ is our motto(

A+*n) &$ E!"d Ra!a&*(n?

Ours is one of the fe% service centers to be e:uipped %ith a fully1fledged

customer1%aiting lounge( A part from a television and chess board$ it had a %ed

*ios* to *eep u connected all the time(

S#-*) *&$ C(*&n&?

Our dedicated team of mechanical specialty offers e7pert treatment for your

vehicle( Ce ensure consistency in performance each time$ %ithout fail(

A&&n&*(n &( D&a*?


59/93

Ce provide genius spare parts and accessories to ensure e7ceptional

performance( ,very singleaspect related to your vehicle is ta*en care of at our

premises(

Da*n Mad C(n-n*n&?

It is a part of our commitment policy to give advantage to the customer at every

juncture( Ce offer assistance of every *ind at our premises itself$ %hich ma*es

it a one stop facility(

E!%#& G"*dan) a& E-#0 S&%?

Our sales team gives utmost priority to your satisfaction( Chen you need help

to ma*e the right choice$ it is ensured that the result is beyond your

e7pectations( +hus ma*ing it a point that you get the best in both lu7ury and

comfort al%ays(

M(d?

"ahindra # "ahindra has been launching various type of "GFs and cars from

the year of 2345$ *eeping in mind the :uality$ design$ driving$ comfort$ fuel

efficiency$ and service and resale value( +hese from a formidable force that

gives our customers the pride and the joy of value forever( Chat drives "#"

is

ommitment


60/93

Leadership

Any an eye for appropriate technology(

Since 2345$ %hen "#" first began manufacturing "GFs # LFs$ "#"

have been engaged in a single1minded endeavor to bring you cars that only

state1of1the1art$ but are also some f the most environment1friendly vehicles in

this %orld1a reflection of our commitment and care$ for better environment(

At the heart of every "#" is a uni:ue engineering and an optimal mi7 of

po%er and economy( All this is supported by "#" nation ) %ide dealership

net%or* and automated %or*shop that provide e7cellent after sale service

+he company has constantly e7ploring ne% opportunity to define the shape to

tomorro%6s driving technology(

P#((&*(na A)&*-*&*?

+he promotional activities adopted by Sunaina "otors are

2( +est Driving

-( ree Driving

.( !oarding

4( Discounts


61/93

5( Advertisement in >e%spaper and magazines

;( ift Schemes

E( ree Services

B( "ileage ontents

Promotional e7penses have been borne by both Sunaina "otors and "#"$

shares in advertisement cost(

S#-*) O//#d?

Service and paid service after sale of ars(

ree chec*ups campaigns

inance through ban*

Demonstration for ne% products

Acceptance of %arranty claims

:(#@*n T* *n S"na*na M(&(#?

Cor*ing hours in Gnited Automobiles are 2- hours per day starting from 3=.@

am to 3=.@pm %ith one1hour brea* for lunch and 25 minutes for evening tea and

coffee


62/93

Chapter -5

DATA ANALYSIS AND INTERPRETATION


63/93

C"&(# a&*/a)&*(n

Ta+ N(. 1 Sa&*/a)&*(n &(a#d Ma$*nd#a B(#(

In%#&a&*(n? +he sample dra%n on probability basis sho%s that B@ of the

customers %ere satisfied %ith 'olero variant and only -@ %ere not satisfied

%ith 'olero variant(

O+#-a&*(n? "ost of the respondents approached %ere satisfied %ith 'olero

Opinion >o( of respondents Percentage /0

Satisfied B@ B@

Dissatisfied -@ -@

+otal 2@@ 2@@


64/93

Ta+ N(? 2 Fa)&(# a//)&*n )"&(# a&*/a)&*(n &(a#d Ma$*nd#a B(#(

actor >o( of Respondent Percentage

After sales and service B -@

eature 5 2-

Lo% maintenance 24 .5

omfort E 2B

Style ; 25

In%#&a&*(n? +he sample dra%n on the probability basis clearly sho%s

that .5 /24respondents0 are the opinion that lo% maintenance is the satisfaction

factor 'olero and -@ / B respondents0 of them %ho vie% After Sales Service as a

vital factor for customer satisfaction( ollo%ed by omfort %hich corresponds to 2B

/ E respondents0$ Style %ith 25 / ; respondents0 and only 2- / 5 respondents0 of

them vie% that feature of 'olero as satisfaction factor(


65/93

O+#-a&*(n?

"ajority of the respondent are of the idea that lo% maintenance of the top most feature

contributing to customer satisfaction follo%ed by after sales services comfort style and

features As such$ "ahindra should focus on the aspects$ %hich %ill enhance the

customer satisfaction and thus the mar*et share


66/93

Ta+ N(? 3 C"&(# (%*n*(n &(a#d /" )(n"%&*(n

actor >o( of respondent

,7tremely Satisfied 2@

Satisfied -@

>eutral E

Dissatisfied .

In%#&a&*(n ? 2@@ of the respondents 5@ of the respondents approached

%ere satisfied %ith the fuel consumption of the 'olero( ollo%ed by -5 %as

e7tremely satisfied$ 2E are neutral and rest of the B is more dissatisfied %ith

fuel consumption of 'olero(

O+#-a&*(n= As majority of the respondents are satisfied %ith the fuel

consumption of "ahindra 'olero$ the company should maintain the same

standard and it is suggested to come up %ith suitable measure to reduce the


67/93

negative opinion among the consumer %ho are of the opinion that the fuel

consumption is a dissatisfying factor(


68/93

Ta+ N(? 4 C"&(# (%*n*(n &(a#d Sa/&0 and C(/(#&.


,7tremely Satisfied 3 --

Satisfied 23 4B

>either Satisfied # Dissatisfied B -@

Dissatisfied 4 2@

In%#&a&*(n? 2@@ of the respondents 4B of the respondents approached

%ere satisfied %ith the safety and comfort feature of the 'olero( ollo%ed by

-- %as e7tremely satisfied$ -@ are neutral and rest of the 2@ %as

dissatisfied %ith safety and comfort feature of 'olero(

O+#-a&*(n= As majority of the respondents are satisfied %ith the safety and

comfort feature of "ahindra 'olero$ the company should maintain the same

standard and it is suggested to come up %ith suitable measure to reduce the


69/93

negative opinion among the consumer %ho are of the opinion that the fuel

consumption is a dissatisfying factor(


70/93

Ta+ N(? 5 C"&(# (%*n*(n &(a#d D*n.


,7tremely Satisfied B -@

Satisfied 2; 4@

>eutral 22 -E

Dissatisfied 5 2.

In%#&a&*(n? 2@@ of respondents 4@ of the respondents approached %ere

satisfied %ith the Design of the 'olero( -@ %ere more satisfied$ -E of them

neutral and 2. are dissatisfied %ith the design of the 'olero(

O+#-a&*(n= As majority of the respondents are satisfied %ith the design of

"ahindra 'olero$ the company should maintain the same standard and it is

suggested to come up %ith suitable measure to reduce the negative opinion

among the consumer %ho are of the opinion that the fuel consumption is a

dissatisfying factor(


71/93

Ta+ N(? 6 C"&(# (%*n*(n &(a#d %a) a-a*a+**&0 *n Ma$*nd#a B(#(.


"ore Satisfied 22 -E

Satisfied -2 5-

>either Satisfied #

Dissatisfied

E 2B

Dissatisfied 2 .

In%#&a&*(n?

+he sample dra%n on the probability basis sho%s that out of 2@@ of

respondents 5- of the respondents approached %ere satisfied %ith the space

availability of the 'olero( -E %ere more satisfied$ 2B of neither satisfied

and dissatisfied and . are dissatisfied %ith the space availability of the

'olero(


72/93

O+#-a&*(n?

As E@ of the respondents are happy %ith the space availability of the

"ahindra 'olero vehicle$ it can be conducted that the company has underta*en

proper R#D in this aspect( +he .@ of the respondents %ho have ans%ered

negatively may be comparing %ith the vehicle in the same category launched

very recently(


73/93

Ta+ N(? C"&(# a&*/a)&*(n &(a#d Ma*n&nan) (/ Ma$*nd#a B(#(


,7tremely Satisfied 3 --

Satisfied -@ 5@

>eutral B -@

Dissatisfied . B

In%#&a&*(n?

+he sample dra%n on the probability basis sho%s that out of 2@@ of

respondents 5@ of the respondents approached %ere satisfied %ith the

maintenance of the 'olero( -- %ere e7tremely satisfied$ -@ of neutral and

B are dissatisfied %ith the maintenance(

O+#-a&*(n?


74/93

+hough majority of the customer are satisfied that the maintenance cost of

"ahindra 'olero is less$ around -@ are not satisfied %hich may be because of

comparison of 'olero %ith the ne%ly launched competing brands coming %ith

even lo%er maintenance cost(


75/93

Ta+ N(? C"&(# aa#n a+("& %(# *n.

Option >o( Of Respondent Percentage

A%are .- B@

Gna%are B -@

+otal 4@ 2@@

In%#&a&*(n?

Out of 2@@ of respondents$ B@ of the respondents approached %ere a%are of the

po%er steering present in some variant of 'olero and -@ %ere not a%are of the

po%er steering present in some variant of 'olero(

O+#-a&*(n?

"ost of the respondents approached %ere a%are of po%er steering system introduced

in some variants of 'olero(


76/93

Ta+ N(? < C"&(# %#)%&*(n a+("& B(#(

Opinion >o( of respondents percentage

Fery ood B

ood 23

Average B

'ad 5

In%#&a&*(n? +he sample dra%n on the probability basis sho%s that out of 2@@ of

respondents 4E of the respondents gave ood response to 'olero( -@ gave Fery

ood response$ -@ gave Average response and 2. gave bad response to 'olero(

O+#-a&*(n?As ;E of the respondents are satisfied that they are happy

%ith 'olero$ it satisfies that the customer satisfaction levels are very high( If the

company %ere to identify the pitfalls in their product and underta*e remedial measure$

thus it %ill lead to more good %ord of mouth publicity(


77/93

E%(0 Sa&*/a)&*(n

1. :$*)$ (/ &$ /((*n +& d)#*+ &$ d%a#&n& 0(" (#@ *n

Fa)&(# N(. (/ R%(ndn&

ustomer Service 4

inanceKAccounting -

"IS 2

SalesK"ar*eting ;

!uman Resources -

In%#&a&*(n? +his graph sho%s that 4@ of employees are %or*ing in SalesK

mar*eting department $ -E of employees are %or*ing in ustomer servicedepartment$ 2. employees in !uman resources and 2. employees in

inance department$E are employees are %or*ing in "IS department


78/93

2. M0 (#@ #("% )(n*&n&0 %#(-*d )("#&(" #-*) -n $n &$

)*n& * "n#a(na+.

Fa)&(# N(. (/ R%(ndn&

Strongly Disagree @

Some%hat Disagree -

>eutral .

Some%hat Agree .

Strongly Agree E

In%#&a&*(n? +his graph sho%s that 4E of employees are strongly agree

about the point $ -@ of employees are agree on the point$ -@ are neutral$2.are disagree and rest @ of employees are strongly disagree(


79/93

3. +he ob Itself Strongly

Disagree

Disagree >eutral Agree Strongly

Agreeob %as challenging @ - 4 . ;

S*ills %ere effectively used 2 . 4 . 4

ob orientation %as effective 2 2 - 5 ;

Cor* load %as reasonable 2 - - 4 ;

Sufficient resources %ere

available

@ 4 @ 5 ;

Cor* environment %as safe$

comfortable and appropriately

e:uipped

2 2 - ; 5

In%#&a&*(n?

+his graph sho%s that mostly employees are strongly agree about the job itself $after that employees are agree about job itself $ many employees are neutral $

very lo% employees are strongly disagree and rest employees are disagree about

job itself(

0

1

2

3

4

5

6

7

Job was

challenging

Skills were

Effectively

use

!ork loa was

reasonable

Sufficient

resources were

available

!ork

environ"ent

was safe#

Strongly $isagree $isagree %eutral &gree Strongly &gree


80/93

4. T$ D%a#&n&

S(n0

D*a#

D*a# N"a

A#S(n0

A#!ad good synergy 2 - . 4 5!ad ade:uate

e:uipment

- . . . 4

Cas ade:uately staffed - - . 4 4

Cas efficient 2 - - 5 5

In%#&a&*(n?

+his graph sho%s that mostly employees are strongly agree about dealership

department $ after that employees are agree about department $ many employees

are neutral $ very lo% employees are strongly disagree and rest employees are

disagree about company department(

0

1

2

3

4

5

6

'a goo synergy 'a ae(uately

e(ui)"ent

!as ae(uately

staffe

!as eff icient

Strongly $isagree $isagree %eut ral &gree St rongly &gree


81/93

C$a% '6

FINDINGS, SUGGESTIONS AND CONCLUSION


82/93

FINDING

'ased on the data gathered by administrating schedules to customers the

follo%ing observations are made(

"ahindra 'olero has e7cellent percentage of customer satisfaction

according to the data sho%n in table 2 of the data analysis and Interpretation

topic(

"ost of the people are satisfied %ith its lo% maintenance cost and after sales

service provided by "ahindra 'olero(

'ased on the fuel consumption$ most of the people are satisfied %ith it(

'ased on Safety and omfort$ Design$ Space$ "aintenance most of the

people are satisfied %ith it(

Large numbers of 'olero user are a%are of its po%er steering(

If %e too* the satisfaction level of people to%ard 'olero$ it becomes good(

Its features and style satisfy most of the people(

,mployees are completely strongly satisfied %ith their job although their

salary is good enough(

,mployees are getting value to their %or*(

+here is negatively comparison bet%een peers especially regarding targets(

+hey often feel over%or*ed(


83/93


84/93

SUGGESTIONS

"ahindra ompany has to implement good customer relationship

management strategy that enhances customer satisfaction level(

+he company can for the underta*e R#D to improve the e7isting feature

%hich field help increase in the customer satisfaction(

+he company should promote about the entire feature offered by it(

As majority of the customer give opinion that they are satisfied is the factor$

services and design of the product of the company should ta*en not only

maintain the e7isting standard but also enhance them(

+o increase the job satisfaction level of the employees the company should

concentrate mainly on the incentive and re%ard structure rather than the

motivational session(

Ideal employees should concentrate on their job(

,ducational :ualification can be the factor of not an effective job(

ompany should give promotion to those employees %ho deserve it(


85/93

CONCLUSION

"ahindra 'olero has a very good mar*et in Shimoga( +he company is

offering good services$ %hich is reflected on the satisfaction of the customer(

"ajority of the customer are satisfied %ith the design of the vehicle( ompany

provided good facility of employees for his job(

"ahindra Limited offers an environment for professional gro%th for

every employee( "ahindra offer foreign tour for %ho employee and dealer

achieved targets( oung leader can ta*e decision and implementation of ne%

ideas(


86/93

*usto"er Satisfaction +uestionnaire

$ear sir,"aa"#

- a" stuent of .ovt/ 0irst .rae *ollege# Shi"oga/ &s )art of the

curriculu" of egree# - a" conucting a survey to )re)are

)ro3ect re)ort on C"&(# a&*/a)&*(n /(# Ma$*nd#a B(#(,

Shimoga. 4herefore - kinly re(uest you to s)are so"e of the

)recious ti"e to answer the following (uestion/

5ours

5athira3 6/7

1/ %a"e 8 ////////////////////////////////////////////////////////////

2/ &ress 8 ////////////////////////////////////////////////////////////////////////////////

/////////////////////////////////////////////////////////////////////////////////

*ontact %o//////////////////////////////////////////////////////////

.( Occupation ((

4( Age ((

5( Income (

;( Are you a satisfied %ith "ahindra 'olero?


87/93

es

>o

E( If esJ Chich factor you consider is satisfies you most?

eature

Lo% "aintenance

Loo*s

After Sales Service

B( Are you satisfy %ith the fuel consumption of 'OL,RO?

,7tremely Satisfied

Satisfied

>eutral

Dissatisfied

3( Are you satisfied %ith the Safety and omfort of 'OL,RO?

,7tremely Satisfied

Satisfied

>eutral


88/93

Dissatisfied

2@( Are you satisfied %ith the Design?

,7tremely Satisfied

Satisfied

>eutral

Dissatisfied

22( Are you satisfied %ith space available in 'OL,RO?

,7tremely Satisfied

Satisfied

>or Satisfied # Dissatisfied

Dissatisfied

2-( Are you satisfied %ith "aintenance cost?

,7tremely Satisfied

Satisfied

>eutral

Dissatisfied


89/93

2.( Are you a%are about po%er steering present in 'olero?

es

>o

24( our general perception about 'olero(

Fery ood

ood

Average

'ad

25( Do you %ant to give any suggestion about any change in the 'olero?

TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT


90/93

E%(0 Sa&*/a)&*(n "&*(nna*#

2;( Chich of the follo%ing best describes the department you %or* in?

ustomer Service

inanceKAccounting

"IS

SalesK"ar*eting

!uman Resources

2E( "y %or* group consistently provides courteous service even %hen the client

is unreasonable

Strongly Disagree

Some%hat Disagree

>eutral

Some%hat Agree

Strongly Agree

2B( +he ob Itself

2

StronglyDisagree

-

Disagree

.

>eutral

4

Agree

5

StronglyAgree

ob %as challenging

S*ills %ere effectively used

ob orientation %as effective

Cor* load %as reasonable

Sufficient resources %ere availableCor* environment %as safe$

comfortable and appropriately

e:uipped


91/93

23( +he Department

2

Strongly

Disagree

-

Disagree

.

>eutral

4

Agree

5

Strongly

Agree

!ad good synergy

!ad ade:uate e:uipment

Cas ade:uately staffed

Cas efficient

-@( +he "anagement

2

Strongly

Disagree

-

Disagree

.

>eutral

4

Agree

5

Strongly

Agree

ave fair and e:ual treatment

Cas available to discuss job related

issues

Celcomed suggestions and encouraged

feedbac*

"aintained consistent policies and

practices

Provided recognition for achievements

,ncouraged cooperationKcollegiality

Provided development opportunities

21. S"//*)*n& //(#& * ad &( & &$ (%*n*(n and *da (/ &$ %(0.

Strongly Disagree

Some%hat Disagree

>eutral

Some%hat Agree

Strongly Agree

>KA


92/93

22. Manan& * )(*&&d &( )(n&*n"("0 *%#(- &$ "a*&0 (/

%#(d")& and #-*)

Cell belo% e7pectations

'elo% e7pectations

"eets e7pectations

Above e7pectations

Cell above e7pectations

>o commitment

E%(0 %#(/*

a0 >ame (( b0 Dealership name

c0 Age(((((((((((((((((((((((((((((((((((((( d0 Income

e0 Address=1


93/93

BIBLIOGRAPHY

arketing anage"ent 9 :hili) 6otler

Statistical -nvestigation 9 .u)ta /%/

*onsu"er behavior an action 9 &ssel 'enry

aga;ines an 7e)orts

usiness !orl

usiness -nia

&vertising arketing

%%%(mahindra#mahindra(com

%%%(mahindrabolero(com

%%%(google(com
http://www.mahindrabolero.com/http://www.google.com/http://www.mahindrabolero.com/http://www.google.com/

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