mahindra balero 121025094242 phpapp01
TRANSCRIPT
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C$a% '1
INTRODUCTION
In(d")&*(n
O+)&*- (/ &$ &"d0
S)(% (/ S&"d0
L**&a&*(n
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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$
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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 "#"
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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(
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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(
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C$a% 2
RESEARCH METHODOLOGY
In(d")&*(n
Ra#)$ D*n
Ra#)$ P#()
Da&a )()&*(n
Sa% *
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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(
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+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(
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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
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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(
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+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 -$E2B rore for the car plant itself0(
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!yundai and +ata "otors have announced plans for investing a similar
amount over the ne7t . years( !yundai %ill bring in more than Rs .$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$@@@ rore of investment(
"ahindra # "ahindra6s joint venture %ith International +ruc*s is e7pected to
see an infusion of at least Rs 5@@ rore(
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Ind" %#/(#an) *n 2717'11
+he Indian automotive mar*et managed to stand up to the vagaries of the
economic meltdo%n to sho% slightly gro%th during fiscal -@2@122( Overall
vehicle sales at 3E(-. la*h gre% @(E2 per cent from 3;(54 la*h units in -@@B1@3(
Chen major automotive mar*ets reported a .@14@ per cent decline$ 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(
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+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$B23 units( +he freight movement is unli*ely to
improve this fiscal %hich %ill impact truc* sales(
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+%o1%heeler sales gre% -(; per cent to E4(.B la*h units( !ero !onda
has made up for the erosion of sales volume for other t%o1%heeler ma*ers
including 'ajaj Auto and +FS "otor ompany$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(
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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(
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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@$@@@ units in -@@E1@B( +he 'olero is the first brand in the
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SGFKGFK"PF category to cross 5@$@@@ 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(
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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(
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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(
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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(
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Ma$*nd#a S)(#%*( Ma$*nd#a B(#(
Ma$*nd#a 90( Ma$*nd#a Ma#$a
Ma$*nd#a Ma!! Ma$*nd#a L(an Ca#
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MILSTONE, A:ARDS AND ACCOLADES
"#"6s ;2st year %as studded %ith a number of note%orthy achievements$
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=
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+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
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"#" 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
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"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
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"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(
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"#" %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
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C$a% >4
ABOUT MAHINDRA BOLERO
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Ma$*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(
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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(
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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(
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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%
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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(
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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(
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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(
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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
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+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
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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?
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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
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Same as SLM no safety features are present in the 'olero SL,(
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BOLERO DI;
B(d0
'ody SGF
:*$& D*n*(n
Overall Length /mm0 4@5;
Overall Cidth /mm0 2;;@
Overall !eight /mm0 2B;@
Cheel 'ase /mm0 -;B@
round learance /mm0 2B@
>o of Doors 5
F" E)(n(0
"ileage 1 !igh%ay /*mKl0 2.(-
"ileage 1 ity /*mKl0 3(5
"ileage 1 Overall /*mKl0 2@(-4
Ca%a)*&*
Seating apacity E
uel +an* apacity ;@
En*n
,ngine +ypeK"odel -(5L DI +urbo Diesel
Displacement /cc0 -5-.
Po%er /PS N rpm0 ;4 N.-@@
+or:ue />m N rpm0 2B@ N244@
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>o of ylinders 4
ylinder onfiguration In1line
Falves per ylender -
uel +ype Diesel
uel System Direct Injection
T#an**(n
+ransmission +ype "anual
inal Reduction ear Ratio 5
S"%n*(n
ront Suspension Independent %ith coil spring #
anti roll bar
Rear Suspension Parabolic leaf springs
S*n
Steering +ype Rac* # Pinion
"inimum +urning Radius
/m0
5(4
B#a@
ront 'ra*es Disc
Rear 'rea*s Drum
:$ T0#
Cheel +ype Steel
Cheel Size 25 Inch
+yres -25 K E5 R 25
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BOLERO DI
'ody
'ody SGF
Ceight # Dimension
Overall Length /mm0 42E@
Overall Cidth /mm0 2;;@
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 ity /*mKl0 3(5
"ileage 1 Overall /*mKl0 2@(-4
apacities
Seating apacity E
uel +an* apacity ;@
,ngine
,ngine +ypeK"odel -(5L DI +urbo Diesel
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Displacement /cc0 -5-.
Po%er /PS N rpm0 ;4 N.-@@
+or:ue />m N rpm0 2B@ N244@
>o of ylinders 4
ylinder onfiguration In1line
Falves per ylender -
uel +ype Diesel
uel System Direct Injection
+ransmission
+ransmission +ype "anual
inal Reduction ear Ratio 5
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
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BOLERO 8L9
'ody
'ody SGF
Ceight # Dimension
Overall Length /mm0 4@5;
Overall Cidth /mm0 2;;@
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 ity /*mKl0 3(2
"ileage 1 Overall /*mKl0 3(E;
apacitiesSeating apacity E
uel +an* apacity ;@
,ngine
,ngine +ypeK"odel -(43L RDe
Displacement /cc0 -5-.
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Po%er /PS N rpm0 3B N.B@@
+or:ue />m N rpm0 -55 N2B@@
>o of ylinders 4
ylinder onfiguration In line
Falves per ylender -
uel +ype Diesel
+ransmission
+ransmission +ype "anual
inal Reduction ear Ratio 5
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$
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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$@32
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ABOUT MAHINDRA DEALER
S"na*na M(&(#
Address = Shan*armutt Road shimoga
ity = Shimoga
Phone >o = -E5BBB$ .@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] -
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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*?
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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
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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
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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
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Chapter -5
DATA ANALYSIS AND INTERPRETATION
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C"&(# a&*/a)&*(n
Ta+ N(. 1 Sa&*/a)&*(n &(a#d Ma$*nd#a B(#(
In%#&a&*(n? +he sample dra%n on probability basis sho%s that B@ of the
customers %ere satisfied %ith 'olero variant and only -@ %ere not satisfied
%ith 'olero variant(
O+#-a&*(n? "ost of the respondents approached %ere satisfied %ith 'olero
Opinion >o( of respondents Percentage /0
Satisfied B@ B@
Dissatisfied -@ -@
+otal 2@@ 2@@
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Ta+ N(? 2 Fa)&(# a//)&*n )"&(# a&*/a)&*(n &(a#d Ma$*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(
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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
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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
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negative opinion among the consumer %ho are of the opinion that the fuel
consumption is a dissatisfying factor(
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Ta+ N(? 4 C"&(# (%*n*(n &(a#d Sa/&0 and C(/(#&.
actor >o( of Respondent Percentage
,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
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negative opinion among the consumer %ho are of the opinion that the fuel
consumption is a dissatisfying factor(
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Ta+ N(? 5 C"&(# (%*n*(n &(a#d D*n.
actor >o( of Respondent Percentage
,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(
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Ta+ N(? 6 C"&(# (%*n*(n &(a#d %a) a-a*a+**&0 *n Ma$*nd#a B(#(.
actor >o( of Respondent Percentage
"ore Satisfied 22 -E
Satisfied -2 5-
>either Satisfied #
Dissatisfied
E 2B
Dissatisfied 2 .
In%#&a&*(n?
+he sample dra%n on the probability basis sho%s that out of 2@@ of
respondents 5- of the respondents approached %ere satisfied %ith the space
availability of the 'olero( -E %ere more satisfied$ 2B of neither satisfied
and dissatisfied and . are dissatisfied %ith the space availability of the
'olero(
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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(
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Ta+ N(? C"&(# a&*/a)&*(n &(a#d Ma*n&nan) (/ Ma$*nd#a B(#(
actor >o( of Respondent Percentage
,7tremely Satisfied 3 --
Satisfied -@ 5@
>eutral B -@
Dissatisfied . B
In%#&a&*(n?
+he sample dra%n on the probability basis sho%s that out of 2@@ of
respondents 5@ of the respondents approached %ere satisfied %ith the
maintenance of the 'olero( -- %ere e7tremely satisfied$ -@ of neutral and
B are dissatisfied %ith the maintenance(
O+#-a&*(n?
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+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(
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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(
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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(
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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
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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$2.are disagree and rest @ of employees are strongly disagree(
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3. +he ob Itself Strongly
Disagree
Disagree >eutral Agree Strongly
Agreeob %as challenging @ - 4 . ;
S*ills %ere effectively used 2 . 4 . 4
ob orientation %as effective 2 2 - 5 ;
Cor* load %as reasonable 2 - - 4 ;
Sufficient resources %ere
available
@ 4 @ 5 ;
Cor* environment %as safe$
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 $isagree %eutral &gree Strongly &gree
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4. T$ 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 $isagree %eut ral &gree St rongly &gree
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C$a% '6
FINDINGS, SUGGESTIONS AND CONCLUSION
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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(
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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(
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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(
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*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?
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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
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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
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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
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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
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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
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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
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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/