new mahindra

8/19/2019 New Mahindra

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CERTIFICATE

This is to certify that Mr. jagdish kumar godara from skyline business school,

gurgaon, aryana has successfully com!leted his !roject at Mahindra " Mahindracustomer satisfaction #gurgaon$ and em!loyee satisfaction #%ikaner$ area from &at

december'())* to (+th january'()&). The title of the !roject done by him as

-customer satisfaction #Mahindra bolero$

/uring this !roject he orked sincerely " effecti0ely to achie0e the objecti0es of

the !roject.

1e ish him all the best " success for the future endea0ors.

/ate 2



AC34516E/7EME4T

At the outset I ould like to thank the management of Mahindra " Mahindra ltd.

For the holehearted co8o!eration and guidance e9tended them, hich made my

!roject !ossible ards often fail to e9!ress one's inner feeling of indebtedness to

one's benefactors. In fact orlds are not !ro!er media for this !ur!ose. The some

difficulty hunts hich he oes to his re0erend and kind guides and number of

other !ersons.

I ould like to thank Mr. dharmendra 0ishista #area manager of %ikaner$ for

alloing me to collect information about such an esteemed organi:ation.

I ish to e9!ress my heartfelt thanks to Mr. !ar0inder ;ingh, #sales manager$ Mr.mukesh barite for their su!!ort during my !roject I ould like to thank the

res!ondents ho !atiently filled u! the <uestionnaire.

6ast but not the least I am indebted to in 0aluable su!!ort of my family and friends

ho ere alays there for my hel!.

#your name$



/EC6ARATI54

I your name ha0ing roll no. += of %%A semester > of college name hereby that the

!roject entitled customer satisfaction #Mahindra bolero$ and em!loyee satisfaction

is an original ork and the same has not been submitted to any other institute for

aard of any other degree. The interim re!ort as !resented to the guide on

(+?)=?()&). The feasible suggestions ha0e been duly incor!orated in consultation

ith the guide.

;ignature of the candidate



INDEX

;R. 45.

@ARTIC6AR; @A7E; 45.

PART NO. 1 GENERAL STUDY

&. About the com!any

50er0ie of orld market

50er0ie of India market

7roth of the com!any

(. About major com!anies in the industry

=. @roduct !rofile

PART NO. 2 PRIMARY STUDYB. Introduction of the study

&. literature re0ie

(. !roblem statement of the study

=. objecti0es of the study

+. Research methodology

&. research design

(. source of data

=. data collection method

B. !o!ulation

+. sam!ling method

>. data collection instrument

>. /ata analysis and inter!retation

. Results and finding

D. 6imitation of the study

*. Conclusion

&). ;uggestions

&&. %ibliogra!hy



GENERAL STUDY

A%5T TE C5M@A4

Mahindra " Mahindra, the market leader in multi8utility 0ehicles in India. The

com!any started manufacturing commercial 0ehicles in &*B+. M " m is the leader

by far in commercial 0ehicle and the second largest in the !assenger 0ehicle

market. The com!any is the orld's si9th largest medium and hea0y commercial0ehicle manufacturing.

Mahindra is best knon for utility 0ehicles and tractors in India, its automoti0e

di0ision, the com!any's oldest unit #founded in &*B+$, makes jee! and three8

heelers #not !assenger -auto rickshas, but utilitarian deli0ery and flatbed

incubations$. M " m's farm e<ui!ment sector, formed in &*>= during indie's green

re0olution, manufactures tractors and industrial engines. M " m also !roduces

military 0ehicles. The com!any has facilities located throughout India.

The sur0ey in0ol0ed gathering ide information about the com!any, its !roduct,

customer satisfaction and im!act of 0arious com!etiti0e firm on the com!any.

From the information collected, 0arious as!ects ere identified here the com!any

needs to focus more to im!ro0e the efficiency of market team of Mahindra

automoti0es.

The research as conducted through collection of !rimary and secondary data.

;econdary data as collected through 0isiting 0arious eb sites, automobilemaga:ines and other reliable sources, !rimary data as collected through a ell

framed <uestionnaire, of hich later a detailed analysis as done using 0arious

statistical I.T. tools M; ord and M; e9cel.



5n the basis, the secondary data analysis and the e9tensi0e analysis of the !rimary

data, inter!retations ere dran for the <uestions and conclusion is dran. Certain

suggestions are also dran from the analysis to hel!.

5ERIE1 5F 15RI/ MAR3ET

The automobile industry has changed the ay !eo!le li0e and ork. The earliest of

modem cars as manufactured in the year &D*+.

;hortly the first a!!earance of the car folloed in India. As the century turned,

three cars ere im!orted in Mumbai. 1ithin decade there ere total of &)(+ cars

in the city.

The dan of automobile actually goes back to B)) years hen the first heel as

used for trans!ortation in India. In the beginning of &+th century, @ortuguese

arri0ed in china and the interaction of the to cultures led to a 0ariety of ne

technologies, including the creation of a heel that turned under its on !oer. %y

&>))s small steam8!oered engine models as de0elo!ed, but it took another

century before a full si:ed engine !oered 0ehicle as created.

%rother Charles and frank /uryea introduced the horseless carriage in the year

&D*=. It as the first internal combustion motor car of America, and it asfolloed by enry ford's first e9!erimental car that same year.

5ne of the highest rated early lu9ury automobiles as the &*)* rolls Royce sil0er

ghost that featured a <uiet > cylinder engine, leather interior, folding indscreens

and hood, and an aluminum body.

Chauffeurs usually dro0e it and em!hasis as on comfort and style rather than

s!eed. /uring the &*()s, the cars e9hibited design refinements such as balloon

tires, !ressed steel heel, and four heel brakes.

7raham @aige /C !haeton of &*(* featured an D cylinder engine and an aluminum

body.



The &*= @ontiac de lure sedan had roomy interior and rear hinged back door that

suited more to the need of families. In &*=)s, 0ehicles ere less bo9y and more

streamlined than their !redecessor as.

The &*B)s sa features like automatic transmission, sealed beam headlights, andtubeless tires.

The year &*+ brought !oerful high !erformance cars such as Mercedes %en:

=))sl. It as built on com!act and styli:ed lines, and as ca!able of (=)km!h

#&BBm!h$.

This as the Indian automobile history, and today modem cars are generally light,

aerodynamically sha!ed, and com!act.

Facts & figurs

The automobile industry in India is on an in0estment o0erdri0e. %e it !assenger car

of to heeler manufacturers, commercial 0ehicle makers or three heeler

com!anies e0eryone a!!ears to be in a scramble to hike !roduction ca!acities. The

country is e9!ected to itness o0er Rs =),))) crore of in0estment by ()&).

yundai ill also be unmasking the erna and brand ne diesel car. 7eneral

motors' ill be launching a mini and may be a com!act car.

Most of the com!anies ha0e made their intentions clear. Mahindra udyog has u!

the second car !lant ith a manufacturing ca!acity of (.+ lakh units !er annum for

an in0estment of Rs >,+)) crore #Rs =,()) crore for diesel engines and Rs (,&D

crore for the car !lant itself$.

yundai and Tata motors ha0e announced !lans for in0esting a similar amount

o0er the ne9t = years. yundai ill bring in more than Rs =,D)) Crore to India.

Tata motors ill be in0esting Rs (,))) crore in its small car !roject. 7eneral

motors' ill be in0esting Rs &)) Crore, ford about Rs =+) Crore and Toyota

announced modest e9!ansion !lan e0en as onda sale has earmarked Rs =,)))

crore o0er the ne9t decade for India a si:eable chunk of this should come by ()&)

since the com!any is also looking to enter the lucrati0e small car segment.



Talking about the commercial 0ehicle segment, ashok 6eyland and Tata motors

each announced ell o0er Rs &,))) Crore of in0estment. Mahindra " Mahindra's

joint 0enture ith interactional trucks is e9!ected to see an infusion of at least Rs

+)) Crore.

5ERIE1 5F I4/IA MAR3ET

The Indian automoti0e market managed to stand u! to the 0agaries of the economic

meltdon to sho slightly groth during fiscal ())D8)*. 50erall sales at *.(=lakh gre ).& !er cent from *>.+B lakh units in ())8)D.

1hen major automoti0e markets re!orted a =)8B) !er cent decline, only a handful

of countries managed to sho groth. A fe months ago, India as looking at

negati0e groth but has turned around. It is actually better than e9!ected.

;IAM has a !ositi0e outlook for the current financial year. 1hile it foresees a 8D

!er cent groth for the commercial 0ehicle segment, the industry body !redicts a

=8+ !er cent groth for !assenger 0ehicles. The three8heeler segment may gro

+8D !er cent groth hile to heelers may sho =8+ !er cent groth.

The !assenger 0ehicle market has eathered the donturn largely due to market

leader Mahindra ;u:uki hich holds BD !er cent of the market. The com!act car

giant clocked .(( lakh units for ())D8)*. Closest ri0al yundai motor India sold

(.BB lakh cars, a groth of &= !er cent. Tata motors' sales gre &.= !er cent at (.=)

lakh units hile Mahindra " Mahindra (.+ !er cent groth at &.)> lakh units.

Most !remium carmakers sa 0olumes shrink last fiscal. Toyota kirloskar motor's

numbers fell &+ !er cent to B>,D*( units hile ford indie's sales ere don & !er

cent to (,*> units. onda sale cars India also sa a & !er cent dro! at +(,B()

units hile general motors India as don D !er cent to >&,+(> units.

Among commercial 0ehicle markers, all major !layers sa substantial fall in

0olumes. Market leader Tata motors ith a >) !er cent !lus share, shoed (( !er



cent dro! in number at (.=B lakh unit hile ashok 6eyland shoed = !er cent

dro! at B,>=(.

Either's sales 0olume fell = !er cent at &,=B& units and force motors as don

(D !er cent at ,D&* units. -The freight mo0ement is unlikely to im!ro0e this fiscalhich ill im!act truck sales.

7R51T 5F TE C5M@A4

4E1 /E6I Indian utility 0ehicle manufacturer Mahindra and Mahindra has

announced its auto sector sales for the month of 5ctober on ;unday in a !ressstatement.

The com!any's auto sales number stood at +&,=D= unit as against B(,D) units as

against B(,D) units during 5ctober ()&B re!resenting a groth of () !ercent.

The !assenger 0ehicle segment re!orted a groth of &* !ercent and stood at

(B,)>) units during last month. The com!any sold (),(++ units of !assenger

0ehicles during 5ctober ()&B.

Mahindra's domestic sales stood at BD,D&+ units during 5ctober ()&+, a groth of

(& !ercent. The medium and hea0y commercial 0ehicles segment sold +D& units,

itnessing a jum! of &>* !ercent.

;!eaking on the auto sales !erformance for 5ctober ()&+, @ra0in shah, !resident

" chief e9ecuti0e, M"M said, -the ad0ent of the festi0e season has !ro0ided the

much needed filli! for the auto industry es!ecially on the back of the ne launches

of most manufactures hich has recei0ed an encouraging res!onse. 1ith the dro!

in interest rates and the fuel !rices remaining benign, e e9!ect the industry tomaintain a good groth momentum going forard

-at Mahindra e are ha!!y ith our !erformance during 5ctober ()&+, hich has

itnessed a !ositi0e groth of ()G backed by e9cellent res!onse garnered from

the recently launched T=)) as ell as other brands such as H+)), ;cor!io,



bolero and !icku!s. 1e are <uite ho!eful of this !ositi0e groth momentum

continuing for the rest of the year he added.

A%5T MA5R MAI4/RA %56ER5

MA!INDRA "OLERO

Mahindra " Mahindra limited lunched the second generation bolero in march

()). The all ne s!ort utility 0ehicle comes ith refreshed looks and style. The

e9teriors and interiors of the latest bolero ha0e been designed in ay that ill find

a!!eal ith the younger generation of car buyers in india. The automobile s!orts a

host of ne feature, hich !erfectly suit the needs of Indian consumers. An off

road ;, it deli0ers uncom!romising fuel efficiency and commendable

!erformance on city roads as ell.

7et a sneak !eek at hat's ne in the tough ne bolero. 7et the lodon on ho

it makes your dri0e a ne0er before e9!erience.

ENGINE

4e Mahindra bolero is !oered by (+(=cc turbo charged /I diesel engine, hich

generates a !oer of >=.( !s J =()) r!m and &D.B kgm of tor<ue J &BB)8&+))

r!m. The (.+l engine is much more refined than its !re0ious model. The good, lo8

end tor<ue of bolero allos a smooth ride on gradients and bum!y roads.

DESIGN AND #OMFORT

Mahindra bolero flaunts a ne, sleek front grille and muscular bum!er that

accentuate the a!!earance of its fascia. The rear side a!!ears more so!histicated,

ith cur0ed clear lens taillights. Adding to the a!!eal of the e9teriors is the ell



contoured door handles. Ergonomics in the cabin of the all ne bolero ha0e been

reorked to suit the !resent day consumer's desire. Its !lush bucket seats offer a

greater degree of comfort to the occu!ants.

/isco0er the ergonomic dri0er's seat, the arm rest in the middle ro or the multidirectional AC lou0ers. There are little touches e0eryhere to make your dri0e less

of a dri0e and more of a !leasant journey.

INTERIORS

Mahindra bolero s!ort a trendy dashboard and instrument cluster. The efficiency of

the air conditioning system has also been im!ro0ed. The audio system is integrated

on the instrument !anel in such a ay that the controls are ithin easy reach of the

dri0er. The ne Mahindra bolero comes !acked ith many utility s!aces. There are

small storage area for 0arious !assenger needs, hich are neatly tucked aay in

the s!ace efficient central console.

RIDE AND !ANDING

4e Mahindra bolero comes e<ui!!ed ith an ad0anced 47T +() transmission,

along ith synchromesh gears, hich allo smooth gearshifts. The automobile's

front sus!ension is built to ithstand tough road conditions, hile gi0ing its

occu!ants utmost comfort. A combination of disc and drum brakes is used in the

;, hich facilitates smooth braking on all road conditions. The ide radial tyres

of bolero ensure better road gri!, safety and im!ro0ed handling.

SAFETY

Mahindra bolero comes e<ui!!ed ith anti roll bars that hel! the 0ehicle hold to

the ground e0en on the tightest bends. Its braking system !re0ents the locking of

heels on sli!!ery roads. The ne ; also has a long heelbase, hich !ro0ides

greater stability to the automobile. The other safety features of Mahindra bolero

include central locking and seat belt?door o!en arning.

STYLE

The bolero is built solidly but that didn't sto! us from enhancing the sense of

security. ;o e !ut in anti roll bars to hel! hug the ground e0en on the tightest

bends, brakes that !re0ent heel locking and a seat belt?door o!en arning system.



From the aggressi0e grille omament to the muscular front fascia, lo stance fender

e9tensions, celar lens headlam!s and stand out heel arches there's a lot you can

disco0er in the ne bolero. All at a dealer near you.

#ON$ENIEN#E%

Find s!ace for maga:ines or ma!s, solts for bottles or cans, a sur!risingly lage

glo0e bo9 to sallo anything you thro into it. There's e0en a &(0 charging !oint

along ith a mobile holder. ;o the only thing you ha0e to think about is your

destination.

PERFORMAN#E%

The high !oer and high tor<ue gi0e the bolero great load carrying ca!abilities

es!ecially o0er inclines. The synchromesh gear make gear shifts and e0en city

dri0ing a cinch. And the uni<ue Mahindra /I engine gi0e you uncom!romising

fuel economy too.

$ARIANT PRI#E AND #OLOR

The eight 0ariants of ne Mahindra bolero are ;6H, /H, /I, H6;, H6, s!ort,

in0ader and cam!er. The latest 0ersion of Mahindra bolero is !riced beteen rs

B.>) lakh and Rs +.>& lakh.

INTRODU#TION OF "OLERO MODEL

Take on anything starting no ith the ne Mahindra bolero. Any road that calls

itself tough had better atch out. The ne Mahindra bolero comes loaded ith

ne feature in style, comfort and con0enience. To let you dominate hate0er you

encounter on the road.

DIS#O$ER T!E TOUG! NE' "OLERO

ere's s!orts utility 0ehicle that brings you brand ne style ith tride and tested

!erformance. A mid si:e ; !acked ith.



4e comforts and con0eniences. Choose from fi0e models, to fit your needs or to

underline your style. And on a dri0ing e9!erience that !uts you firmly in

command.

"()r(s s)*

The bolero ;6H is the to! of the hea! model. It has almost e0ery factures list.

From the ne trim on the front grille to the lo stance fender or the clear lens

headlam!s.

"()r( s)

For style bolero ;6E matches the ;6H in e0ery as!ect e9ce!t one here it scores

o0er its high end counter!art s!orty decals. In fact this is the only model ith

decals on it.

"()r( +i

The s!irit of the tough ne bolero ithout the frills is the best descri!tion for the

bolero /I. The style, the aggression, the authority is all there minus the creature

comforts and con0eniences.

The s!irit of the tough ne bolero ithout the frills is the best descri!tion for the bolero /I. The style, the aggression, the authority is all there minus the creature

comforts and con0eniences. Click on the related links to get an outside in !icture of

Mahindra's ne 0ehicle.

"()r( +i ,)us

6ike its higher end brothers, the !lus too has most of the style features found on the

;6H list. And if you care for more comforts and con0eniences on the inside then

all you ha0e to do is choose the !oer steering o!tion.

"()r( -)*

The ne 6H comes built in ith e9traordinary !oer, thanks to the ne steroid

!um!ing * h! CR/E engine. This bolero 0ariant comes e<ui!!ed ith all you

ould e9!ect from india's no.& ; brand and much more. The noise reducing,



refind 4 !ackage clearly tells e0erything outside to Kshut u!'. The 0oice assist

system ill make you ant to listen to this brute, once in a hile. The sturdy

sus!ension make taking on any terrain a bree:e, hile enhanced braking system

makes sure you stay on the road.

"OLERO SLX

Faturs a+ s,cificati(

Make Mahindra

Model %olero

ariant ;6H

%ody ty!e ;

4o. of doors B

Fu) Efficic/

City mileage *.Bkm!l

ighay mileage &(.Bkm!l

Fuel ca!acity >) liters

Fuel ty!e /iesel

Fuel grade 0

Egi ,aratrs

/is!lacement (+(=cc

%ore 8

;troke 8

Cylinder configuration B inline

al0e gear o!eration 8

Com!ression ratio 8



4o. of 0al0es D

As!iration Turbo charged

Fuel system /i

orse !oer >=.&(J=()) !sJr!m

Tor<ue &D)J&BB) 4mJr!m

Strig a+ sus,si(

;teering ty!e Rack and !inion, !oer assist@oer steering es

Front sus!ension Inde!endent ith coil s!ring

Rear sus!ension 6eaf s!ring

Disi(s

6ength B)+> mm

eight &DD) mm

1idth &>>) mm1heel base (>D) mm

Clearance ()) mm

%oot 8

Front head room Min2 >) mm Ma92 >) mm

Front leg room 8

Rear leg room Min2 >) mm Ma92 >) mm

Rear leg room Min2 B mm Ma92 *B mm

3rebs eight Min2 &>&+kg Ma92 &>&+kg

7ross eight 8

Dri- trai

Ty!es Manual

7ears +



/ri0e line R1/

#(f(rts faturs

AM ? FM Radio @resent

E9!ect AM ? FM radio there is no other comfort is !ro0ided.

;afety2 There is no safety feature included in bolero ;6H including antitheft

system etc

MA!INDRA "OLERO3 PRI#E LIST

%olero 0ariants e98 shoroom !rice

%olero /I B,*B,)))

%olero ;6E +,(*,>))

%olero ;6H +,D=,)))%olero @IC3@ B,+>,*D=

%olero @6; +,>),&))

%olero 6H +,*D,=+)

A"OUT DEALER

"i4ar (t(rs 5,-t6 )t+

%ikaner motors ere establish in &*D&. %ikaner motors ere the first authori:ed

dealers of M"M in %ikaner.

Our +isticti(%

This is one of the largest authori:ed dealers for Mahindra " Mahindra

automoti0es, record sales in the first year of o!eration.



Partrs i ,r(grss%

1e are the !referred !artners of M"M automoti0es, chiefly due to our successful

sales record and <uality. 5ur facilities ha0e remained unsur!assed, as e stri0e

e0eryday to better our self.

#(a+ig ,rsc%

%ikaner motors as a centrali:ed air conditioned shoroom of M"M automoti0e its

kind in Rajasthan, s!read gracefully and decorated elegantly o0er an im!ressi0e

D&)) s<.ft at %ikaner, being e<ui!!ed ith affable front office staff and ade!t

!rofessional technicians, !ro0ide a !erfect of <uality ser0ice and reliability.

S,ac fri+)/%

The interiors are aimed at making you feel com!letely at ease, in lu9ury. %ecause

for us the customer is king, one ho deser0es a regal offering. The setting is a!t for

times hen you need to sitch into a rela9ed state of mind.

Tc7()(g/ t( sta/ a7a+%

1e are e<ui!!ed ith the latest technological ad0ancement in the industry, in order

to gi0e the best of ser0ices hen it matters. 4ot just to be !art of, but to build the

future, is our motto.

A8ic t7 *u+ r)a*ati(%

5urs is one of the fe ser0ice centers to be e<ui!!ed ith a fully fledged customer

aiting lounge. A !art from a tele0ision and chess board, it had a ed kiosk to

kee! u connected all the time.

Sr-ic 9it7 c(itt%

5ur dedicated team of mechanical s!ecialty offers e9!ert treatment for your

0ehicle. 1e ensure consistency in !erformance each time, ithout fail.

Attti( t( +tai)s%

1e !ro0ide genius s!are !arts and accessories to ensure e9ce!tional !erformance.

E0ery single as!ect related to you 0ehicle is taken care of at our !remises.



Da)ig a+ c(-it%

It is a !art of our commitment !olicy to gi0e ad0antage to the customer at e0ery

juncture. 1e offer assistance of e0ery kind at our !remises itself, hich make it a

one sto! facility.

E*,rt gui+ac at -r/ st,%

5ur sales team gi0es utmost !riority to your satisfaction. 1hen you need hel! to

make the right choice, it is ensured that the result is beyond your e9!ectations.

Thus making it a !oint that you get the best in both lu9ury and comfort alays.

M(+)s%

Mahindra " Mahindra has been launching 0arious ty!e of M; and cars from

the year of &*B+, kee!ing in mind the <uality, design, dri0ing, comfort, fuel

efficiency, and ser0ice and resale 0alue. These from a formidable force that gi0es

our customers the !ried and the joy of 0alue fore0er. 1hat dri0es M"M is

Commitment

6eadershi!

Any an eye for a!!ro!riate technology.

;ince &*B+, hen M"M first began manufacturing M; " 6C;, M"M ha0e

been engaged in a single minded endea0or to bring you cars that only state of the

art, but are also some f the most en0ironment friendly 0ehicles in the orld a

reflection of our commitment and care, for better en0ironment.

At the heart of e0ery M"M is a uni<ue engineering and an o!timal mi9 of !oer

and economy. All this is su!!orted by M"M nationide dealershi! netork and

automated orksho! that !ro0ide e9cellent after sale ser0ice

The com!any has constantly e9!loring ne o!!ortunity to define the sha!e to

tomorro's dri0ing technology.

Pr((ti(a) acti-itis%



The !romotional acti0ities ado!ted by %ikaner motors are

&. Test dri0ing

(. Free dri0ing

=. oarding

B. /iscounts+. Ad0ertisement in nes!a!er and maga:ines

>. 7ift schemes

. Free ser0ices

D. Mileage contents

@romotional e9!enses ha0e been born by both %ikaner motors and M"M, shares in

ad0ertisement cost.



@R5/CT @R5FI6E

Mahindra " Mahindra as established in &*B+ as Mahindra " Mohammed. 6ater

on, after the !artition of India, one of the !artners L ghulam Mohammad Lreturned

to @akistan, here he became finance minister. As a result, the com!any as

renamed to Mahindra " Mahindra in &*BD.

M " M started its o!eration as a manufacturer of general !ur!ose utility 0ehicles.

It assembled C3/ jee!s in &*B*. 50er the !assing years, the com!any e9!anded

its business and started manufacturing light commercial 0ehicles and agricultural

tractors.

A!art from agricultural tractors and 6Cs, Mahindra also shoed its de9terity in

manufacturing army 0ehicles. ;oon, it started its o!erations abroad, through its

!lants set u! in china, the nited 3ingdom and the ;A.

M " M !artnered ith com!anies !rominent in the interactional market, including

Renault ;A, international truck and engine cor!oration, ;A, in order to mark its

global !resence. M"M also started e9!orting its !roduct to se0eral countries

across the orld. ;ubse<uently, it set u! its branches including Mahindra Euro!e

srl, Mahindra ;A inc., Mahindra ;outh Africa and Mahindra tractor Co. 6td.

At the same time, M"M managed to be the largest manufacturer of tractors in

India, by holding leadershi! in the market of the country, for around (+ years. The

com!any is an old hand in designing, de0elo!ing, manufacturing and marketing

tractors as ell as farm im!lements. It made its entry to the !assenger car segment



in India, ith the manufacture of 6ogan in A!ril ()), under the Mahindra Renault

collaboration.

;oon after the consider able success of 6ogan, M"M started lunching a ide range

of 6Cs and three heelers as ell as ;s including ;cor!io and bolero. In the !resent time, bolero has gained immense !o!ularity in India. It is one of the most

o!ted 0ehicle in its class.

MA!INDRA "OLERO

Mahindra bolero is one of the most successful and !o!ular utility 0ehicle of the

Mahindra and Mahindra grou!. The car is robust in a!!earance and it has been

elegantly designed, kee!ing in mind the conditions of the Indian roads. Mahindra

bolero is also among the best fuel efficient cars of India as the manufacture has

e<ui!!ed it ith a (+)) cc diesel engine ith +8s!eed transmission.

A!ril D, ())D, Mumbai2 Mahindra " Mahindra 6td. 5ne of India's leading auto

brands has announced that its !o!ular bolero ; has sold a record +),))) units in

())8)D. The bolero is the first brand in the ;??M@ category to cross

+),))) units in one year and India's leading ; brand for to year in a ro.

-1ith its stylish a!!eal and rugged nature, the Mahindra bolero has emerged as the

clear fa0orite amongst ; enthusiasts across the country since its launch eight

year ago. The fact that it is the first brand in the ;??M@ category to notch

u! sales of more than +),))) units in a single year is also a clear 0alidation of our

customer centric a!!roach to business. Today, the bolero is !ercei0ed as a stylish

but affordable ; hich caters to different customer needs and takes on all kinds

of terrain ith ease,'' said Mr. 0i0ek nayer, 0ice !resident marketing auto sector,

Mahindra and Mahindra 6td.

;ince its launch in une ())), the bolero has e0ol0ed o0er the years, incor!orating

a host of features and aesthetics hich match the e0ol0ing lifestyle as!irations of

Indian consumer. In ()), M"M launched the ne bolero hich offered a bold

ne style, greater comfort and con0eniences. In anuary ())D, Mahindra also

introduced the bolero s!ecial edition, a limited edition of India's most !o!ular

; ith e9citing ne features for the young urban customer.



MA!INDRA S#ORPIO

Mahindra " Mahindra limited launched Mahindra ;cor!io as its first s!orts utility

0ehicle in India in ())(. This ; has redefined the e9!ectations for the design of

;s ith its sturdy looks and !oerful !erformance, the so!histicated interior design adds to the further glory to the a!!earance.

MA!INDRA INGENIO

Mahindra " Mahindra is !lanning to launch a ne multi !ur!ose 0ehicle to take on

the Toyota inno0a and the Che0rolet ta0era in both the indi0idual buyer and ta9i

segments. Mahindra has currently named the !roject ingenio. The 0ehicle is

e9!ected to hit the market ())* in

MA!INDRA RENAULT LOGAN

Much aaited Mahindra Renault 6ogan has been launched in India. This com!act

sedan is a s!acious, !ractical and affordable 0ehicle. The outlook of 6ogan is

im!ressi0e and the basic 0ersion is a 0alue for money, hoe0er the to! end

0ersions the !rominent feature of this car is its !erformance, interiors and

economy.

MA!INDRA XYLO

Mahindra " Mahindra limited launched their latest multi utility 0ehicle -H65

in india on anuary &=, ())*. The car boasts of ha0ing all the lu9urious features

that are seen in today's sedans, ith the am!le s!ace of a utility 0ehicle. H65's

munsclar stance contributes to its commanding road !resence. Fully !acked ith

the lastest features, the M is sure to im!ress Indian consumers and !ro0ide a

stiff com!etition to the other 0ehicles ithin its class.

PERFORMAN#E OF MA!INDRA XYLO

nder the hood of Mahindra H65 lies a B cylinder turbocharged, meagle diesel

engine, hich generates a !oer of &&(bh! J =D)) r!m and a !eak tro<ue of (B

kgm J &D))8=))) r!m. The !oerful engine is de0elo!ed on the 4EF CR/E



!latform and is mated to + gears manual transmission. The car accelerates from rest

to >) km?h in just +.D seconds.

MA!INDRA MAXX

The Mahindra Ma99, a !roduct under the Mahindra ma99 range, is a s!acious

!assenger utility 0ehicle ith a ma9imum seating ca!acity of &) !ersons. It is

!erfect 0ehicle for large families going on long tri!s. The M comes ith a

s!acious cabin ith decent legroom.

A0ailable in B main choices base, TH, 6H and fester, the M comes loaded ith

a lot of merits. It has a long heelbase of (B=) mm to !ro0ide for a large seating

ca!acity and cargo s!ace. The 0ehicle has a high ground clearance of ()) mm

hich gi0es it good stability on off road dri0es. %ecause of these reasons, the

Mahindra Ma99 is more !o!ular in semi urban and rural areas of country.

The 0ehicle has high fuel efficiency and deli0ers more than any other 0ehicle in its

category. It comes ith a = year arranty so that initial maintenance is not hea0y

on the !ockets.

MA!INDRA MARS!AL

Mahindra marshal delu9e royal is a s!ort and utility 0ehicle ith has a seating

ca!acity of nine !eo!le. Its design resembles Mahindra's old model of jee!s butith some modifications. It has a + door design ith a hard to!, ensuring safety.

The interiors are comfortable too ith ergonomically designed seats affording

tra0elling comfort.

The Mahindra marshal delu9e royal can be a good !urchase ith regards to its

seating ca!acity and also its technologically ad0anced features. Although, the !rice

is on a bit higher side, it is orth in0esting.



Pr(+uct%0

Ma7i+ra Sc(r,i( Ma7i+ra 8()r(

Ma7i+ra X/)( Ma7i+ra ars7a)



Ma7i+ra Ma**

Ma7i+ra L(ga

MILLSTONE A'ARDS AND A##OLADES%0

M"M's =&st year as studded ith a number of noteorthy achie0ements,

!restigious !ri:es and glittering aards.

/ual honours for chairman Mr. keshub Mahindra chairman

1as aarded the -business 0isionary aard ())> instituted by the national

institute of industrial engineering, Mumbai.

Chairman, Mr. keshub Mahindra as also aarded the !restigious I%; 3olkata

lifetime achie0ement aard for his Kun!aralleled contribution to industrial groth

and social and economic de0elo!ment of the community'.

The institute of chartered financial analysts of india's business school !resented it,

3olkata, at the strategy summit ()), held in 3olkata.



SLE' OF !ONOURS FOR MR. ANAND MA!INDRA

Mr. anand Mahindra, C " M/, Mahindra grou!, recei0ed a number of

!restigious aards in ())>8), including2

The !restigious C4%C asia business leader of the year aard for the year

())> as ell as the C4%C T india -business leader of the year aard.

The KCE5 of the year' aard at the india brand summit ())> co8s!onsored

by business standard and ITM business school in association ith times no

and /4A nes!a!er.

The 6MA entre!reneur of the year ())> aard, instituted by the 6udhiana

management association.

The most ins!iring cor!orate leader of the year aard by 4/T !rofit

The 4/T !rofit car " bike aard ()) for automobile man of the year.

Mr. anand Mahindra as also nominated as a member of the council of the

e9ecuti0e committee of the national s!orts de0elo!ment fund of the go0t. of india.

e as featured in the list of +) most influential Indians in business eek's

deuition dated august &=, ())

!IG!EST #RISIL RATING FOR M&M

M"M has recei0ed the highest go0emance " 0alue creation rating, CRI;I6 7C

le0el8I from CRI;I6 for the ability to create 0alue for all stakeholders, hile

ado!ting sound cor!orate go0emance !ractices.

DUN & "RADSTREET AMERI#AN EXPRESS #ORPORATE A'ARDS2::;

Mahindra " Mahindra as rated as the leading Indian com!any in the automobile8

tractors sectors in the Kdun " bradstreet8 American e9!ress cor!orate aard ())>'.

The automobile sector com!rises of three categories8 !assenger 0ehicles,

commercial 0ehicles and tractors.



These aards recogni:e the 0irtues of si:e and groth in the aards methodology.

M"M ranked no. I in these to segments in !remier dun " %radstreet india

!ublication, india's to! +)) com!anies ())>.

MA!INDRA RE#EI$ES AMITY !R EX#ELLEN#E A'ARD

Mahindra " Mahindra as honored ith the amity R e9cellence aard at the

fourth amity global R summit ()) held at the amity international business

school, noida. The amity R e9cellence aard recogni:ed Mahindra as one the

most admired com!anies acriss the global on account of its inno0ati0e strategies

for human resources management and de0elo!ment.

GLO"AL !R EX#ELLEN#E A'ARD FOR M&M

Mahindra " Mahindra on the global R e9cellence for inno0ati0e R !ractices,in the asia !acific RM congress, held in Mumbai. These aards recogni:e

organi:ations and indi0idual ho ha0e embraced change, encouraged constructi0e

challenges and demonstrated entre!reneurial skills in the cor!orate orld.

M&M 'INE "OM"AY #!AM"ER GOOD #ORPORATE #ITI<EN

A'ARD 2::;0:=

M"M as !resented ith the co0eted bomber good cor!orate citi:en aard ())>8

) at a glittering ceremony held to celebrate the chamber's &(nd

foundation day on;e!tember (&, ()). Mr. bharat doshi, e9ecuti0e director, M"M ltd. And Mr.

Rajee0 dubey, member of the grou! management board and chairman, Mahindra "

Mahindra C;R couneil, recei0ed the aard on behalf of the com!any. This aard

recogni:es and honors cons!icuous achie0ement by cor!orate organi:ations by

ay of ser0ice to the ci0ic community, in addition to outstanding o!erational

!erformance. It takes into account se0eral !arameters, including business

!erformance, cor!orate interests, em!loyee elfare, customer and stakeholder

satisfaction and social in0estment.

GOLDEN PEA#O#> A'ARD FOR EX#ELLEN#E IN #ORPORATE

GO$ERNAN#E

Mahindra " Mahindra on the co0eted golden !eacock aard for e9cellence in

cor!orate go0ernance ())>. This aard 0alidates the com!any's Kbest in class'



cor!orate go0emance !ractices and reflects its trans!arent and ethical dealings ith

stake holders across the entire 0alue chin, it recogni:es the management's

commitment to the highest standards of cor!orate conduct and its commitment to

cor!orate social res!onsibility as a distinct acti0ity that hel!s build commendable

social 0alues and adds to the ethical fiber of the organi:ation.

"EST AUTOMOTI$E MANUFA#TURING SUPPLY #!AIN

EX#ELLEN#E A'ARD

Mahindra " Mahindra has been aarded as the organi:ation ith the -best

automoti0e manufacturing su!!ly chain e9cellence. The aards ere !resented

by india time mindsca!e along ith the business india grou! at the e9!ress,

logistics " su!!ly chain aard held in mumbai on ;e!tember (D, ()). A.C.

neilson is accredited ith the research for the aard nominees and inners.

!IG! RAN>INGS FOR MA!INDRA

M"M as ranked second in the !restigious e most trusted car com!any in India

study conducted by T4;. M"M scored &( !oints, just se0en !oints belo the to!

ranking com!any, according to a T4; communi<uN.

M"M as ranked &Bth in the economic times !restigious KET +))' list of to!

achie0ing com!anies in IndiaO The com!any has mo0ed u! four ranks from last

year. To <uote from the KET +))' rite8u!2 -M"M's Kart8to8!art' strategy of

di0ersification into the auto !arts 0alue chain and its !lans for ne !latforms for

utility 0ehicles and joint 0enture ith Renault for 6ogan ha0e led to a gain in

ranks.''

M"M as ranked ((nd in business India's annual sur0ey of the country's to!

com!anies Lsu!er &))

M"M as ranked =&st in business today's annual sur0ey of India's most 0aluable

com!anies.



PRIMARY STUDY

I4TR5/CTI54 54 TE ;T/

Customer satisfaction is the bu::ord used by the business !eo!le for the success

of organi:ation in the !resent days. /ue to the increases of hea0y com!etition in

e0ery !roduct8line it becomes difficult for the com!anies to retain the customersfor longer time. ;o retain the customer for longer time the marketer has to do only

one things i.e. customer satisfaction. If customer is fully satisfied by the !roduct it

not only rub the organi:ation successfully but also fetch many benefits for the

com!any. They are less !rocess sensiti0e and they remain customer for a longer

!eriod. They buy addition !roducts o0ertimes as the com!any introduce related

!roduce related !roducts or im!ro0ed, so customer satisfaction is gaining a lot of

im!ortance in the !resent day. E0ery com!any is conducting sur0ey on customer

satisfaction le0el on their !roducts. To make the !roducts u! to the satisfaction

le0el of customers.

This !roject is also done to kno the customer satisfaction on the %56ER5 on

behalf of Mahindra and Mahindra automobiles.

The im!act of automobile industry on the rest of the economy has been so

!er0asi0e and momentous that is characteri:ed as second industrial. It !layed a

0ital role in hel!ing the nation to !roduce higher 0alue good and ser0ices and in the

enhancing their skills and im!ose the re!utation and its image.

#ust(r satisfacti( stratgis f())(9+ 8/ M & M

The different strategies folloed by M " M consists of customer relationshi!

management, strategy to !ro0iding better facility to the oner, and strategy to

!ro0ide better after sales ser0ice to customer.



#ust(r r)ati(s7i, aagt

CRM as tool as used to create !ositi0e ord8of mouth, to monitor customer

e9!eriences and generate referrals. A series of CRM acti0ities ere im!lemented

ith regular direct communication, e0ents and customer satisfaction sur0eys,

e0ents, festi0e offers, reards !rogram, etc.

Liitati(s (f t7 stu+/

The res!onses that I ha0e got from the customer cannot be considered as

totally !erfect because of 0arious !ersonal and other limitations As customer e9ce!tions and e9!eriences include more of !sychological

information about the customer during that !articular time !eriod. In order to

be u! to date in understanding the le0el of satisfaction !eriodic sur0ey are

necessary.

/ue to time constraint during the !eriod it could not be made !ossible to

e9!lore more area of concern !ertaining to study.

All the sur0ey <uestions are undisguised or direct. ence there is sco!e the

res!ondents to be biased or !retentious.

The sam!le si:e is small due to s!ecified reason.



1. LITERATURE OF T!E STUDY

;ales are the acti0ities in0ol0ed in selling !roducts or ser0ices in return for money

or other com!ensation. It is an act of com!letion of a commercial acti0ity. The

Pdeal is closedP, means the customer has consented to the !ro!osed !roduct or

ser0ice by making full or !artial !ayment #as in case of installments$ to the seller.

Academically, selling is thought of as a !art of marketing, hoe0er, the to

disci!lines are com!letely different. ;ales often form a se!arate grou!ing in a

cor!orate structure, em!loying se!arate s!ecialist o!erati0es knon as salesmen

#singular2 salesman$. ;ales are considered by many to be a sort of !ersuading PartP.Contrary to !o!ular belief, the methodological a!!roach of selling refers to a

systematic process of repetitive and measurable milestones, by which a salesman

relates his offering of a product or service in return enabling the buyer to achieve

his goal in an economic way.

A sale is com!leted by the seller, the oner of the goods. It starts ith consent #or

agreement$ to an ac<uisition or a!!ro!riation or re<uest folloed by the !assing of

title #!ro!erty or onershi!$ in the item and the a!!lication and due settlement of a

!rice, the obligation for hich arises due to the sellerQs re<uirement to !ass

onershi!, being a !rice he is ha!!y to !art ith onershi! of or any claim u!onthe item. The !urchaser, though a !arty to the sale does not e9ecute the sale, only

the seller does that. To be !recise the sale com!letes !rior to the !ayment and gi0es

rise to the obligation of !ayment. If the seller com!letes the first to abo0e stages

#consent and !assing onershi!$ of the sale !rior to settlement of the !rice the sale

is still 0alid and gi0es rise to an obligation to !ay.



2. PRO"LEM STATEMENT

@roblem ;tatement has folloing elements and ansers to folloing <uestions2 1hat is the !roblem, its im!act and the e0entual risk if e do not react to

this !roblemO %rief one8to lines of descri!tion of the !roblem #including

the list of issues$.

1here the !roblem is a!!earingO Rele0ant T5M layer rele0ant

geogra!hical le0el #E, sector s!ecific, Member ;tate s!ecific$

1ho has the !roblem ? ho is the client facing the !roblemO E9!lains ho

needs a solution.

1hat form could the solution beO 4ot a solution, but the e9!ected form of the solution2 hite !a!er, eb8tool, ne !roduct, brainstorming session,

study ... #o!tional, hen !ossible to identify$

Are there additional <uestions related to the statementO E0entual <uestions

toards the member states related to the !roblem statement.

1hat is the !roblem and its im!actO The differences in national legal

frameorks do not facilitate cross8border e9change information beteen

!ublic administrations.

At Euro!ean le0el, the lack of a hori:ontal E legal frameork for

intero!erability does not su!!ort an effecti0e e9change of information cross8 borders.

1here the !roblem is a!!earingO E le0el and national legislations8 #for

e9am!le in the folloing hori:ontal fields 2 @ersonal data !rotection and !r

i0acy, eI/$.

1ho has the !roblem ? ho is the client facing the !roblemO 4ational !ublic

administrations2 6ack of harmoni:ation of already e9isting national

frameorks, non e9isting national legal frameork, non e9isting E

hori:ontal intero!erability legal frameork.

1hat form could the solution beO0 A E legal frameork on intero!erability that fosters the e9change of

information crossbred.

Suestion2

0 ;hould something be done at E le0el in the area of alignment of

national legislationsO

0 In case of no directi0e or other directing legislation at E le0elO



0 In case an e9isting legislationO

1hat is the !roblem and its im!actO There is insufficient aareness of the

im!ortance of intero!erability for the deli0ery of Euro!ean !ublic ser0ices,

and a resulting lack of !olitical ill to !romote the necessary cross8border

information e9change and inter o!erability, inde!endently of shifting !olitical agenda's.

1here the !roblem is a!!earingO @olitical. @ublic administrations at

national le0el.

1ho has the !roblem ? ho is the client facing the !roblemO Administr ation

in charge of ICT and administrations in charge of !ro0iding Euro!ean !ublic

ser0ices

1hat form could the solution beO

0 Create high le0el !olitical s!onsor shi! through a communication str ategy2

0 That links intero!erability ith issues that are on the !olitical agenda #like

mobility$

0 That links intero!erability ith hat is for interest for the !ublic #and ther

efore also for the !oliticians$

?0 %uild an aareness by !romoting the !ro0en added 0alue of

intero!erability for A%C through a E8ide intero!erability communication

scheme #seminars, fora , conferences$ .



@. O"E#TI$ES OF T!E STUDY

C;T5MER ;ATI;FACTI54

The study been under taken to analy:e the customer satisfaction toards all 0ariant

of Mahindra bolero in gorgon ith a s!ecial reference to the M"M motors, the

other

5bjecti0es are2

To gather information about customer satisfaction toard bolero in the

geogra!hic region of gorgon.

To kno the customer !erce!tion about features, lo maintenance cost and

looks of bolero.

To kno the customer satisfaction about the safety and comfort !ro0ided by

bolero.

To !ro0ided suggestion, in im!ro0ing the customer satisfaction and the

com!any sales and !rofitability.

To kno the customer satisfaction toards the after sales ser0ice offers by

M"M



RE;EARC MET5/5657

1. RESEAR#! DESIGN

I !ro!ose to first conduct a intensi0e secondary research to understand the full

im!act and im!lication of the industry, to re0ie and criti<ue the industry norms

and re!orts, on hich certain issues shall be selected, hich I feel remain

unansered or liable to change, this shall be further taken u! in the ne9t stage of

e9!loratory research.

This stage shall hel! me to restrict and select only the im!ortant <uestion and issue,

hich inhabit groth and segmentation in the industry.

The 0arious tasks that I ha0e undertaken in the research design !rocess are2

• /efining the information need

• /esign the e9!loratory, descri!ti0e and causal research.

2. SOUR#ES OF DATA

@RIMAR /ATA

4e data gathered to hel! sol0e the !roblem at hand. As com!ared to secondary

data hich is !re0iously gathered data. An e9am!le is information gathered by a

<uestionnaire. Sualitati0e or <uantitati0e data that are nely collected in the

course of research, consists of original information that comes from !eo!le and

includes information gathered from sur0eys, focus grou!s, inde!endentobser0ations and test results. /ata gathered by the researcher in the act of

conducting research.



This is contrasted to secondary data, hich entails the use of data gather by

someone other than the researcher or e9!erimentation. @rimary data is basically

<uestionnaire filled by the res!ondents.

;EC54/AR /ATA

Information that already e9ists somehere, ha0ing been collected for another

!ur!ose. ;ources include census re!ort, trade !ublications, and subscri!tion

ser0ice. There are to ty!es of secondary data internal and e9ternal secondary

data. Information com!iled inside or outside the organi:ation for some !ur!ose

other than the current in0estigation researching information, hich has already

been !ublishedO Market information com!iled for !ur!oses other than the current

research effort, it can be internal data, such as e9isting sales tracking information,

or it can be research conducted by someone else, such as a market research

com!any or the .;. go0ernment.

@. DATA #OLLE#TION MET!OD

/ata collection took !lace ith the hel! of filling of <uestionnaires. The

<uestionnaire e method has come to the more idely used and economical meansof data collection. The common factor in all 0arieties of the <uestionnaire method

is this reliance on 0erbal res!onses to <uestions, ritten or oral. I found it essential

to make sure the <uestionnaire as easy to read and understand to all s!ectrums of

!eo!le in the sam!le. It as also im!ortant as researcher to res!ect the sam!le time

and energy hence the <uestionnaire as designed in such a ay, that its

administration ould not e9ceed B8+ mines. These <uestionnaires ere !ersonally

administered.

The first hand information as collected by making the !eo!le fill the

<uestionnaires. The !rimary data collected by directly interacting ith the !eo!le.

The res!ondents ere contacted at sho!!ing malls, markets, !lace that ere

shorooms and near to shorooms of the consumer durable !roducts etc.



The data as collected by interacting ith B) customer and &+ em!loyees

res!ondents ho filled the <uestionnaires and ga0e me the re<uired necessary

information. The res!ondents consisted of housei0es, students, businessmen,

!rofessional etc. the re<uired information as collected by directly interacting ith

these res!ondents.

B. POPULATION

It is a descri!tion of the characteristics of that grou! of !eo!le from hom a course

is intended. It attem!ts to describe them as they are rather than as the describer

ould like them to be. Also called the audience to be ser0ed by our !rojectincludes key demogra!hic information. The s!ecific !o!ulation intended as

beneficiaries of a !rogram. This ill be either all or a subset of !otential user, such

as adolescents, omen, rural residents, or the residents of a !articular geogra!hic

area. To!ic areas go0ernance, accountability and e0aluation, o!eration

management and leadershi!.

A !o!ulation to be reached through some action or inter0ention may refer to

grou!s ith s!ecific demogra!hic or geogra!hic characteristics. The grou! of

!eo!le you are trying to reach ith a !articular strategy or acti0ity. The target !o!ulation is the !o!ulation I ant to make conclude an ideal situation the

sam!ling frames to matches the target !o!ulation. A s!ecific resource set that is the

object or target of in0estigation. The audience defined in age, background, ability,

and !references, among other things, for hich a gi0en course of instruction is

intended. I ha0e selected the sam!le trough sim!le random sam!ling.

C. SAMPLING MET!OD

This in0ol0es figuring out ho many sam!les one need.

The numbers of sam!les you need are affected by the folloing factors

@roject goals

o you !lan to analy:e your data



o 0ariable your data are or are likely to be

o !recisely you ant to measure change or trend

The number of years o0er hich you ant to detect a trend

o many times a year you ill sam!le each !oint

o much money and man!oer you ha0e

I ha0e targeted B) customer and &+ em!loyees in the age grou! abo0e (& year for

the !ur!ose of the research. The target !o!ulation influences the sam!le si:e. The

target !o!ulation re!resents the gurgaon, %ikaner regions. The !eo!le ere from

different !rofessional backgrounds. The details of our sam!le are e9!lained in

cha!ter named !rimary research here the di0isions are e9!lained in demogra!hics

section.

;. DATA #OLLE#TION INSTRUMENT

The instrument used for !re!aring my !roject is <uestionnaire.

Suestionnaire is a de0ice or tools of marketing research to collect

information. It is a techni<ue of communication ith the res!ondent. It may be

sim!ly defined as F(ra) )ist (f usti(s +sig+ t( gat7r if(rati(

fr( rs,(+t ( a gi- t(,ic3.

A ell8drafted <uestionnaire brings success to inter0ie and inter0ieers.

It o0ercomes resistance on res!ondents. A <uestionnaire should be com!lete,

concise and clear.

A <uestionnaire may consist2

&. 5!en8ended <uestions

(. Multi8choice <uestion



5!en8ended <uestions ha0e no fi9ed alternati0e to hich the anser must

confirm. The res!ondent ansers in his on ords and at length he chooses.

Multi!le <uestions are one, hich !ro0ides se0eral objecti0es to anser

for it.

In this !roject ork the <uestionnaire both, the ty!e of <uestions ere used to

the res!ondent.



/ATA A4A6;I; A4/ I4TER@RETATI54

16 Ar /(u satisfi+ 9it7 Ma7i+ra & Ma7i+ra P-t. Lt+. iag

satisfed very satisfed neutral dissatisfed

66

6

26

2

67

33

0 0

56

12

18

12

internet presence inormation material

technical consulting services

Ifrc%0

The sam!le dran on the !robability basis clearly shos that >>G of customers are

satisfied ith the internet !resence of Mahindra " Mahindra. >G are 0ery

satisfied, (>G neutral about the internet !resence. 1hile >G of the res!ondents

are satisfied ith information material !ro0ided by Mahindra " Mahindra, ==G

are 0ery satisfied, and +>G res!ondents are satisfied ith the technical consulting

ser0ices gi0en at Mahindra " Mahindra. &(G of the res!ondents are 0ery



satisfied, &DG are neutral about the consulting ser0ices !ro0ided &(G are

dissatisfied.

O8sr-ati(%0

As majority of the customer are satisfied ith the internet !resence of Mahindra "

Mahindra. The com!any should alays try to timely u!grade the site as and hen

re<uired. ;o that half of the <uery of customer gets sol0ed through the ebsite

itself. Customer are also satisfied ith the information material !ro0ided to them is

%oucher, manuals and catalogues etc. And e0en the technical consulting ser0ices.

The com!any should maintain the same standard and it is suggested to come u!

ith suitable measure to reduce the negati0e o!inion among the consumer ho is

of o!inion that the fuel consum!tion is dissatisfying factor.



26 '7at is /(ur (,ii( (f Ma7i+ra & Ma7i+ra (r+r ,r(cssig


22

0

36

26

20

0

44

18

70

10

20

0

adherence to delivery ei!ility o delivery time " #uantity

pac$aging o !oes

Ifrc%0

The sam!le dran on the !robability basis clearly shos that ((G of the customers

are satisfied ith the adherence to deli0ery dates of Mahindra " Mahindra. (>G

are dissatisfied, =>G are neutral they are neither satisfied nor dissatisfied. ()G of

the res!ondents are satisfied ith the fle9ibility of deli0ery time and <uantity, &DG

are dissatisfied and on the other hand BBG are neither satisfied nor dissatisfied.

)G are satisfied ith " Mahindra of bo9es, &)G 0ery satisfied and ()G neutral

about it.



O8sr-ati(%0

As majority of res!ondents are satisfied ith " Mahindra of bo9es. %ut the

customers are unha!!y and dissatisfied ith adherence to deli0ery dates, the

com!any should maintain the same standard and it is suggested to come u! ith

suitable measure to reduce the negati0e o!inion among the customers.



@6 '7at +( /(u t7i4 a8(ut t7 tc7ica) c(su)tig sr-ics at Ma7i+ra

& Ma7i+ra


56

12

18

12

40

1416

18

48

2

46

4

Technical consulting services

variety o solutions speed o response technical $no%&ho%

Ifrc%0

5ut of &))G of the res!ondents, +>G of the res!ondents a!!roached ere satisfied

ith 0ariety of solutions !ro0ided at Mahindra " Mahindra, &(G ere 0ery

satisfied, &DG of the res!ondents ere neutral about it, and &(G ere dissatisfied.

Regarding s!eed of res!onse and technical knoho at Mahindra " Mahindra

B)G and BDG of the res!ondents ere satisfied, &B+ and (G ere 0ery satisfied,and &>G and B>G ere neither satisfied nor dissatisfied ith it.

O8sr-ati(%0

Majority of res!ondent are satisfied ith the 0ariety of solutions !ro0ided. %ut on

the other hand some of the customers are dissatisfaction ith the s!eed of



res!onse. E0en many of the customers ha0e suggested that Mahindra " Mahindra

should increase their communication during deli0ery lead times.

B6 D( /(u c(si+r Ma7i+ra & Ma7i+ra ,r(+uct ua)it/ satisfact(r/

satisfed very satisfed neutral dissasfed

42 44

14

0

74

10 12

4

24

0

54

22

52

2226

0

62

8

28

2

Quality satisfaction

product #uality price

saety design and unction

peromance and economic lietime

Ifrc%0

5ut of &))G of the res!ondents, BG of the res!ondents a!!roached ere satisfied

ith the !roduct's design and function, hile >(G of the res!ondents are satisfied

ith the safety feature of the !roduct, +(G customers are satisfied ith

!erformance and economic lifetime hereas B(G of the res!ondents are satisfied

ith the !roduct <uality and (BG are satisfied ith !ricing of the !roduct.

Majority of the customers are dissatisfied ith the !ricing of the !roduct that is

((G and BG are dissatisfied ith the design and function, (G are dissatisfied ith

the safety of the !roduct.



O8sr-ati(%0

Majority of the customer are dissatisfied ith the !ricing of the !roduct that ((G

and BG are dissatisfied ith the design and faction. (G are dissatisfied ith the

safety of the !roduct. Mahindra " Mahindra charge hat is !re0ailing in the

market. Mahindra " Mahindra !rice is higher than that our com!etitor's !rice.

%ut the <uality that Mahindra " Mahindra is !ro0iding is much more <uality

!roduct com!ared to com!etitor !roduct. Customers are e0en satisfied ith the

design and function of bo9es.



C6 '7at is /(ur (,ii( (f Ma7i+ra & Ma7i+ra cust(r sr-ics


46

0

26

14

28

4

32

16

60

2

36

2

Customer services

customer support hanling o complains sta'(s $no%ledge

Ifrc%0

This gra!h shos that customer are satisfied about staff knoledge at Mahindra "

Mahindra, after that customer are satisfied ith customer su!!ort and assistance,

many customers are neutral, 0ery lo customers are dissatisfied ith customer

su!!ort and some !ercentage of customers ha0e !roblem regarding handling of

com!lains at Mahindra " Mahindra.

O8sr-ati(%0

Majority of res!ondents ha0e the o!inion that staff's knoledge is 0ery good at

Mahindra " Mahindra. %ut the customers are dissatisfied ith the ay com!any

is handling their com!laints. And try to resol0e their <ueries.



;6 !(9 9(u)+ /(u rat Ma7i+ra & Ma7i+ra as a su,,)ir

)cellent *ood +verage ,elo% average0

10

20

30

40

50

60

Rating as a supplier

-ating as a supplier

Ifrc%0

The sam!le dran on the !robability basis clearly shos that +(G of the

res!ondents ha0e rated Mahindra " Mahindra as a good su!!lier, DG ha0e rated

as an e9cellent su!!lier, =)G as a0erage and &)G as belo a0erage su!!lier.

O8sr-ati(%0

Majority of the res!ondents ha0e rated Mahindra " Mahindra as a su!!lier. This

shos that Mahindra " Mahindra has e9celled in almost e0ery as!ect to satisfy its

customer's e9!ectations. The com!any should maintain the same standard and it is

suggested to come u! ith suitable measure to reduce the negati0e o!inion among

the consumer.



$ !(9 9(u)+ /(u rat Ma7i+ra & Ma7i+ra 9it7 c(,tit(rO

.mage /echnical support roduct #uality ustomer services

54

42

70

2830

12

4

42

16

46

2630

Rate with competitor

+!ove average ,elo% average )#ual

Ifrc%0

This gra!h shos that most of the customers ha0e rated Mahindra " Mahindra as

abo0e a0erage su!!lier in terms of !roduct <uality that is )G, B>G of the

res!ondents ha0e rated Mahindra " Mahindra as e<ual ith com!etitors in terms

of technical su!!ort gi0en.

B(G of the res!ondents ha0e rated as belo a0erage su!!lier com!ared to the

com!etitors in terms of customer ser0ices !ro0ided.

O8sr-ati(%0



Majority of the res!ondents ha0e rated Mahindra " Mahindra as an abo0e a0erage

com!any com!ared ith com!etitors. This shos that Mahindra " Mahindra has

!ro0ed itself to be at the to! in the minds of the customers co0ering each and e0ery

as!ect of !roduct features.

RE;6T; A4/ FI4/I47;

%ased on the data gathered by administrating schedules to customers the folloing

obser0ations are made.

Majority of the customers are satisfied ith the internet !resence of

Mahindra as they get half of the <ueries sol0ed o0er there. According to the

data shon in table no.& of data analysis and inter!retation to!ic. Customers are 0ery satisfied ith the !roduct <uality of Mahindra the

com!etitors are not able to !ro0ide such a <uality !roduct ith great

economic life time and !erformance at this !rice.

Customers are neutral about the !ricing of the !roduct of Mahindra.

Mahindra charges hat is !re0ailing in the market. MahindraKs !rice is

higher than that our com!etitor's !rice. %ut the <uality that Mahindra is

much more <uality !roduct com!ared to com!etitor !roduct.

Customers find the !roduct's !erformance and economic lifetime as

satisfying and they find it 0alue for the money !aid.

Customers ha0e rated Mahindra as abo0e a0erage com!any in com!arison

ith the com!etitors. Mahindra has e9celled in almost e0ery as!ect to satisfy

its customer's e9!ectations.

Majority of the res!ondents that is =>G are neither 0ery satisfied nor dissatisfied

ith the adherence to deli0ery dates of the order. The com!any should try to match

the deli0ery dates and do the timely dis!atching of the orders.



6IMITATI54; 5F TE ;T/

The sco!e of study is limited to the res!ondents are selected in and around

gorgon.

The !roject is carried out for the !eriod of B+ days only.

Measurement of customer satisfaction is com!le9 subjects, hich uses non

objecti0es method, hich is not reliable. The sam!le unit as also B)&+ res!ondents.

oe0er, Mahindra and Mahindra automobile shorooms are located in other

!laces i.e. locally and e0en in the neighboring states. 5nly o!inion of res!ondents

of Allahabad city as consider for finding out the o!inion out the o!inions of

res!ondents.



C54C6;I54

Mahindra has reached its :enith in the orld of food items !re!aring biscuits and

confectioneries. It has alays ada!ted a futuristic a!!roach i.e. antici!ated the

com!any's need in the year to come.

Mahindra alays kee!s in mind the needs of consumers and that's hy they ha0e

launched recently ;cor!io considering the re<uirement of modern consumers. In

MAI4/RA from factory to the ultimate consumers all the !eo!le are orking co

L o!erati0ely. In the factory, em!loyee relations are harmonious.



;77E;TI54;

MAI4/RA is a large scale unit ha0ing 0ery ide market in India and other

foreign countries like 7ene0a, @aris, %russels, Amsterdam , 6ondon, 6isbon,

Athens the Marshelona. It is the first com!any ho has started manufacturing

biscuits and confectioneries.

Mahindra should start the selling of its !roducts not only in the abo0e mentioned

countries, but also all o0er the orld.

All the ad0ertising cam!aign of the com!any is limited to tele0ision and all

!ainting, etc. The com!any should start ad0ertising through other media hich

suits the !roduct. 4o doubt the com!any is also gi0ing sales !romotion once in a

year, but the com!any should ado!t ne and modern techni<ue of attracting !eo!le

for cars and tem!o conducting com!etitions, <ui:, etc. and gifting like !artici!ated

ith Mahindra !roducts.



%I%I657RA@

htt!s2??.google.co.in?searchO

<Umahindrabolerocom!anyinformastion"o<Umahindrabolero"a<sUchrome

.&.>*i+j>*i+*l(.&BBD+j)jD"sourceidUchrome"esVsmU*="ieUTF8D

htt!2??auto.economictimes.indiatimes.com?nes?industry?mahindras8auto8sector8

sales8registers8()8groth8in8october?B*>&)*>

htt!2??ec.euro!a.eu?idabc?ser0lets?/oc=af+.!dfOidU=((+D

https://www.google.co.in/search?q=mahindra+bolero+company+informastion&oq=mahindra+bolero+&aqs=chrome.1.69i57j69i59l2.14485j0j8&sourceid=chrome&es_sm=93&ie=UTF-8



http://auto.economictimes.indiatimes.com/news/industry/mahindras-auto-sector-sales-registers-20-growth-in-october/49617096


http://ec.europa.eu/idabc/servlets/Doc3af5.pdf?id=32258



http://ec.europa.eu/idabc/servlets/Doc3af5.pdf?id=32258






&$ 4ame 28 WWWWWWWWWWWWWWWWWW.

($ Age28 WWWWWWWWWWWWWWWWWW

=$ City 28 WWWWWWWWWWWWWWWWWW

B$ ;e9 28

Male Female

+$ 5ccu!ation WWWWWWWWWWWWWWWWW

>$ Are you a satisfied ith Mahindra bolero

es 4o

$ If -yes hich factor you consider is satisfies you most O

Feature 6o maintenance

6ooks After sales ser0ice

D$ Are you satisfy ith the fuel consum!tion of boleroO

E9tremely satisfied ;atisfied

4eutral /issatisfied

*$ Are you satisfied ith the safety and comfort of boleroO



&)$ Are you satisfied ith the designO





&&$ Are you satisfied ith s!ace a0ailable boleroO


4ot satisfied ? dissatisfied /issatisfied

&($ Are you satisfied ith maintenance costO



&=$ Are you aare about !oer steering !resent in bolero

es 4o

&B$ our general !erce!tion about bolero

ery good 7ood

A0erage %ad

&+$ The com!any clearly communicates its goals and strategies to meO ;trongly disagree ;omehat disagree

4either agree not disagree ;omehat agree

;trongly agree

&>$ ;ufficient effort is made to get the o!inions and ideas of the em!loyees

;trongly disagree ;omehat disagree

4either agree not disagree ;omehat agree

;trongly agree 4 ?A



&$ Management is committed to continuously im!ro0e the <uality of !roducts

and ser0ices.

1ell belo e9!ectations %elo e9!ectations

Meets e9!ectations Abo0e e9!ectations

1ell abo0e e9!ectations 4o commitment

&D$ 7i0e your suggestion it any

new mahindra

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