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Customer satisfaction towards MRF

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INDUSTRY OVERVIEW

To study the Customers Satisfaction towards MRF Tyres

CHAPTER IINTRODUCTION

INTRODUCTIONThe main object of every organization is to earn more profit, to achieve this object the organization should increase its sales by getting more customer and the only way to get more customer is that the organization should provide expected satisfaction to the customers.

Here the word customer satisfaction means the utility which customer expect from the product and when a customer get expected utilities it is called as customer satisfaction.

MRF manufactures the largest range of tyres in India and enjoys the highest brand preference for superior quality, company manufactures the largest range of tyres in India and is the market leader with the largest market share it tyre industry.

Since 1984 MRF tyres has consistently been chosen as oem fitment by almost every major car manufacturer in India apart from tyres MRF also manufacturer conveyor belts, pretreads and advanced polyurethane paints.Here every customer of MRF is getting satisfaction and it may analyzed by the following information

MRF own No. 1 award for customer satisfaction by J.D Power Asia pacific for 2001&2002 It is also created good brand name in other countries also, and it is the first Indian company to export tyres to the US, the very birthplace of tyre technology. It is the first company in India to manufacture and market Nylon tyres passenger tyres commercially. MRF is providing huge number of products to the customer as per the requirement and need. They provide more warranties to the customers and it will shows that the company has confident on its product.

So as per the above information it found that the customer satisfaction towards MRF tyres is good

STATEMENT OF THE PROBLEMS:

Profit earning has become one of the important objectives of each and every company.

It is very easy to attract new customers but retaining old customer is too difficulty only the satisfied customer will remain loyal to the firm brands.

A person enters a showroom when he wants to purchase tyres, but before purchasing tyres he consults so many persons about tyre. Like about price, quality, service etc, and then he make decision to purchase.

If he finds any problem with tyres, he may change his positive attitude into negative attitude towards tyres given by the showroom.

Considering, all above points, I have decided To study the Customers Satisfaction towards MRF Tyres in Bagalkot.OBJECTIVES OF THE STUDY:

A customer is not dependent on us we are dependent on customer , this statement is basis thing for every firm or service sector.

Objectives are:

1. To know the customer satisfaction towards MRF tyres in Bagalkot city.2. To know the attributes which creates customer satisfaction among MRF tyre users in Bagalkot .3. To know the satisfaction level of the customer with the MRF tyres.

4. To know valuable suggestion form the customer.SCOPE & LIMITATIONS

SCOPE:

The study is purely based on the survey conducted in Bagalkot city and has focused on customers. The study covers the information about the mind set which may varies from situation & where the respondents may not be able to give required and accurate information.

LIMITATIONS:

1.Due to respondents busy schedules, the interests shown by respondents to answer the questionnaire may be less. This may have resulted in collecting inaccurate information.

2.Due to time and cost constraint the sample size selected is 100.

3.The selected sample size is small as compared to the total number of customers. Hence the obtained result may not be accurate as it may not represent the whole population.

4.The project is open for further improvement of the work.

CHAPTER IILiterature Review Customer satisfaction

In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

Measuring customer satisfactionOrganizations are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products.

Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation. According to Garbrand, customer satisfaction equals perception of performance divided by expectation of performance.

The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of performance of the organization being measured.

Improving Customer SatisfactionPublished standards exist to help organizations develop their current levels of customer satisfaction. The International Customer Service Institute (TICSI) has released The International Customer Service Standard (TICSS). TICSS enables organizations to focus their attention on delivering excellence in the management of customer service, whilst at the same time providing recognition of success through a 3rd Party registration scheme. TICSS focuses an organizations attention on delivering increased customer satisfaction by helping the organization through a Service Quality Model.

TICSS Service Quality Model uses the 5 P's - Policy, Processes, and People, Premises, Product/Services, as well as performance measurement. The implementation of a customer service standard should lead to higher levels of customer satisfaction, which in turn influences customer retention and customer loyalty.

INDUSTRY PROFILE

INTRODUCTION OF MRF COMPANY 1946 - A year to remember India was on the threshold of independence. A young entrepreneur, K.M. Mammen Mappillai, opened a small manufacturing unit where balloons, latex cast squeaking toys and industrial gloves were manufactured little did he realize then that the company he started would grow to become the no.1 tyre manufacturer in India.MRF established its first office in 1949 at Chennai, Tamil Nadu, and India. The company began as a manufacturer of toy balloons and other rubber products and then later on moved to manufacture tyres in 1961.Today MRF is into a league of its own with:MRF manufactures the largest range of tyres in India and enjoys the highest brand preference for superior quality, company manufactures the largest range of tyres in India and is the market leader with the largest market share it tyre industry.

Since 1984 MRF tyres has consistently been chosen as oem fitment by almost every major car manufacturer in India apart from tyres MRF also manufacturer conveyor belts, pretreads and advanced polyurethane paintsThe milestones achieved while being such a progressive and vibrant company, is also recognized by the corporate world through a number of awards like.

Voted as one of the Indian most admired marketing companies by A & M leading advertising and marketing and marketing journal.No. 1 award for customer satisfaction by J.D Power Asia pacific for 2001&2002

Most ethical company in India by business world, a leading business magazine.

Industry Review

Indian Tyre Industry to Register a Growth of 9-10% in the Next 5 Years

The Indian Tyre Industry produced 736 lakh units of tyres (11 lakh tones) garnering Rs. 19000 crores in FY07. MRF Ltd. was the market leader (22% market share) followed closely by Apollo Tyres Ltd. (21%). The other major players were JK Tyre & Industries (18%) and Ceat Ltd.(13%). The Indian tyre industry is characterized by its raw material intensity (raw material costs account for approximately 70% of operating income), capital intensity, and cyclicality, fierce competition among the top players, low bargaining power and resulting low margins. The top players are now focusing on branding their products and strengthening their distribution network so as to increase their market share.

The industry derives its demand from the automobile Industry. While OEM market off take is dependent on the new vehicle sales, replacement market demand depends on the total population of vehicles on road, road conditions, vehicle scrapping rules, overloading norms for trucks, average life of tyres and prevalence of tyre retreading.

The main category of tyres produced in the country is that of Truck & Bus tyres. These tyres accounted for 57% of the total tyre tonnage production in FY07 followed by LCV tyres which accounted for 9% of the total tyre tonnage production. Approximately 53% of the total tyre tonnage off take was by the replacement market, 31% by OEM and 15% by the export market in FY07. The industry tonnage production registered a 5 year CAGR of 9.69% between FY 02-07. The largest category of Truck & Bus tyres recorded a 5 year CAGR of 7.85% (slower than the industry) while Light Commercial Vehicle (LCV), motorcycle and car tyre categories grew at 15%, 16% and 14% respectively (faster than the industry). Off the road (OTR) tyre category (customized tyres) which fetch a higher margin compared to other tyre categories, is the fastest growing category. The OTR tyre category has registered a 5 year CAGR of over 20% in the last five years. Most of the top players are increasing their capacity for the production of OTR tyres so as to improve their product mix, this being a high margin product.

The exports from the country clocked a CAGR of 13% in unit terms and 18% in value terms in the period FY 02-07. Most of these tyres that are exported are of cross ply design. With radicalization catching up in some of these markets, the Indian manufacturers will need to graduate to production and export of radial tyres so as to protect their share in the export market.

Radicalization of tyres is still minimal in India. Only the car tyre market has moved to radial tyres (95%) but in all other categories, cross ply tyres are still preferred. Poor road conditions, overloading in trucks, higher cost of radial tyres and poor awareness of the tyre users are the main reasons for the non transition of the domestic market to radial tyres. However, going ahead radicalization in truck & bus tyres may increase due to governments focus on infrastructure development.

CARE Research projects the Indian Tyre Industry to register a growth of 9-10% in the next five years

The Indian Tyre Industry produced 736 lakh units of tyres (11 lakh tones) garnering Rs. 19,000 crores in FY 07. MRF Ltd. was the market leader (22% market share) followed closely by Apollo Tyres Ltd. (21%). The other major players were JK Tyre & Industries Ltd (18%) and Ceat Ltd. (13%). The industry tonnage production registered a 5 year CAGR of 9.69% between FY 02-07.

Truck & Bus tyre category (accounting for 57% of the tonnage production) recorded a 5 year CAGR of 7.85% (a rate slower than that of the industry) while Light Commercial Vehicle (LCV), Motorcycle and Car tyre categories grew at 15%, 16% and 14% respectively (at rates faster than that of the industry). Off the road (OTR) tyres (customized tyres which fetch a higher margin compared to other tyres) category is growing at a fast pace. The OTR tyre category registered a 5 year CAGR of over 20% in the last five years. Most of the top players are increasing their capacity for the production of OTR tyres so as to improve their product mix, for e.g. CEAT Ltd. is increasing its OTR capacity at its Nasik plant from 60,000 to 1,00,000 tyres by end 2008, JK Tyre & Industries is expanding its OTR capacity from 25,000 tyres to 42,000 tyres by end 2008, even smaller player like Falcon tyres is making its foray into the OTR category.

The exports from the country clocked a CAGR of 13% in unit terms and 18% in value terms in the period FY 0207. Most of these tyres that are exported are of cross ply design. With radicalization catching up in some of these markets, the manufacturers will need to graduate to radial tyres so as to protect their share in the export market. Radicalization of tyres is still minimal in India. Only the car tyre market has moved to radial tyres (95%) but in all other categories cross ply tyres are still preferred. Poor road conditions, overloading in trucks, higher initial cost of radial tyres and poor awareness levels in tyre users are the main reasons for the non transition of the domestic market to radial tyres. However, going ahead, radicalization in truck & bus tyres may increase due to governments focus on infrastructure development.

CARE Research expects the tyre industry to register a tonnage growth of 910% in the next five years (FY 0712). The truck & bus and LCV tyre category are expected to register a CAGR of 8% and 14% respectively (FY 0712).MARKET PLAYERS

Indian%International%

MRF 22.00%Michelin20.01%

Apollo20.00%Brighestone18.04%

JK Tyres19.00%Goodyear16.09%

Ceat 16.00%

Birla7.00%

Goodyear6.00%

Birla Tyres

Registered OfficeShivam Chambers 53,Syed Amir Ali Avenue, Kolkata,West Bengal-700019.

Phone +91-33-22814516

Primary IndustryTyre Manufacturers

Total Employees30

Business Summary

Birla Tyres entered the Indian tyre market in 1991. The manufacturing facilities are located at Balasore in Orissa. In ten years of operation, it has scaled new heights of productivity. The initial capacity of 1 million tyres per annum has since been enhanced to 1.5 million tyres per annum. The new millennium saw it roll out high performance Steel Belted Car and L.C.V. radials, using state-of-the-art machines with the latest technology from the world famous Pirelli of Italy. The continuous quest for excellence saw the Birla Tyres team add many feathers to its cap. It has received ISO 9001, ISO 14000 and QS 9000 certification.

Publicly tradedNo

Contact PersonsName

Phone

Email

+91-33-22814516

[email protected]

Executive TeamExecutive Name

Designation

Phone

Company Websitehttp://www.birlatyre.com/

Jk Tyre & Industries Ltd. - Company Profile.

Company Profile:Jk Tyre & Industries Ltd.

Ticker:530007

Exchanges:BOM

2007 Sales:27,652,000,000

Major Industry:Chemicals

Sub Industry:Rubber & Tire Mfrs.

Country:INDIA

Employees:

Business DescriptionJk Tyre & Industries Ltd. Formerly known as J.K.Industries Limited. The Group's principal activity is to design, develop, manufacture and market of conventional and radial tyres, tubes and flaps. It manufactures truck and bus radials, steel radials for cars, LCV, trucks and bus. Its radial brands of the Group include Ultimo and Rally.

Apollo Tyres Limited

Apollo Tyres Limited is the premier tyre manufacturing company in India. In truck tyres it has more than 30% market share. The brand XT7 became the largest selling truck tyre in the country. The vision of the company is to be a leader in the Indian tyre industry and a significant global player.

Quick Facts

CountryIndia

IndustryTyre manufacturing

Listings & its codesNSE: APOLLOTYRE; BSE: 500877

Head Office7 Institutional Area, Sector-32Gurgaon Haryana - 122001, India Tel.: +(91)-(124)-2383002 to 18

Registered Office6th Floor, Cherupushpam Bldg.Shanmugham Road, Cochin-682031 (Kerala)Tel.: +(91)-(484)-2381902, 2381903, 2380720

Websitewww.apollotyres.com

Bridgestone

The Bridgestone Group (the parent company Bridgestone Corporation and its consolidated subsidiaries) constitutes the world's largest manufacturer of tires and rubber products. The parent company was established in 1931 in the small town of Kurume on the island of Kyushu in Japan. Today, the Bridgestone Group has manufacturing bases in 25 countries and sells products in over 150 countries worldwide. Tires accounted for about 80% of consolidated sales in 2006, with the remainder made up of a varied range of industrial and consumer products, together with bicycles and other sporting goods.

Headquarters

1-10-1 Kyobashi, Chuo-ku, Tokyo 104-8340 JAPAN

Telephone

+81-3-3567-0111

Stock Code - TSE

5108

Stock Price - TSE

President

Shoshi Arakawa

Sector

Opthomology

Industries

Industrial & Manufacturing

Established

1931

Listed

1961

Homepage

www.bridgestone.co.jp/english/

Market drivers: India

Robust growth rate in all vehicular segments over last 5 years

Improved capacity utilization by all major manufacturers(>80%)

Decrease in custom and excise duties to nullify increase in raw

Material costs and increases OPM

Low labour cost : partially offset by low productivity

Improved credit profile and loan serviceabilityMarket challenges: India

The Radicalization challenge- Radial vs. Cross ply Tyres

Global average- 65% India -2%Why use Radial tyres?

Positives Negatives

Longer life -100,000 kms Comparatively Higher Cost

Better fuel efficiency 5 to 8% marginally poorer overloading

Lower aspect ratio- Better control

Other challenges Poor roads

Misperception that they are unsuited for India

Difficulty to integrate in old vehicles

Lack of radial manufacturing capabilitiesScope and challenges Industry poised for a very good growth rate

More J.Vs with world market leaders- better technical

Know-how and quality

Growth in automobile sector cumulative effect on

Tyre industry

Increasing trend in capacity utilization better output

New and uncharted territories as export markets. Increasing productivity both labour and machinery

Competition from other developing markets

Increasing raw material costs will effect OPMMRF LTD.

"Tyres with Muscle"MRF Ltd. is the first Indian company to export tyres to the US, the very birthplace of tyre technology. It is the first company in India to manufacture and market Nylon tyres passenger tyres commercially. In 2004, the company's turnover crossed INR 30 billion mark. The company was given the title of most ethical company by 'Business World' magazine after a survey conducted in 1999.

Quick Facts

FounderK. M. Mammen Mappillai

CountryIndia

Year of Establishment1946 as a toy factory

IndustryTyre Manufacturing

Listings & its codesNSE: MRF; BSE: 500290

Registered Office124, Greams RoadChennai - 600 006IndiaTel.: +(91)-(44)-28292777Fax: +(91)-(44)-28291844/ 0562

Websitehttp://www.mrftyres.com/

Related Websitehttp://www.mrf-exports.com/(MRF Exports)

Segment and Brands

Truck / Bus Tyres

Light Commercial, Jeep & Utility Vehicle Tyres

Passenger Cars Tyres

Off the road tyres

Two-Wheelers TyresMRF Ltd:A LEADING PLAYER IN THE TYRE MANUFACTURING INDUSTRYMRF Limited is engaged in the manufacturing, distribution

And sale of an extensive range of superior quality tyres for

Various kinds of vehicles.

The companys operations relate to manufacture of rubber products, such as tyres, tubes, flaps, tread rubber

And conveyor belt, as well as specialty coatings for a variety of applications. MRF has six production facilities in India and around 80 sales offices. From its humble origins in 1946, the company has come long way to become the market leader in the tyre manufacturing industry. MRF exports its products to over 75 countries

Worldwide. Today, global tyre manufacturers have to plan and adapt to changes in customer

Demand, fluctuations in raw material prices and availability, while keeping pace with timelines for shipments; in the face of increasing competition in the global marketplace.MRF ranked 12th by Crain Communication

MRF, Indias largest tyre-maker, has moved up the pecking order. According to the latest report ofTireBusiness, published by Crain Communications of the US, MRFs rank has improved to 12th during 2000 from 13th during 1999.

The special report titled, "2001 Global Tyre Company Ranking", covered 72 tyre companies across the world. Commenting on the improved ranking of MRF, executive director (marketing), Philip Eapen told ET, "It clearly shows the intrinsic strength of MRF, brand equity and its ability to protect bottom-line.

He said that MRF is retaining its position as number one tyre company in India for the last several years. Its improved global ranking comes at a time when the automotive industry is facing a tough market with tremendous pressure on margins.

At the global level, Bridgestone Corporation was ranked number one by Tire Business, closely followed by Michelin. Among other major Indian players, J K Industries was ranked 17th against 16th in 1999 while Apollo Tyres moved up the ladder from 21 to 18 in 2000. Ceat was positioned at 20 last year against 19 in 1999.

Eapen said MRF has emerged as the sole supplier oftrucktyres to Volvo. While it is the largest supplier of radialcartyres (40 per cent share) to Telcos Indica with a monthly supply of 10,000 tyres.

MRF was originally started as a small manufacturing unit of balloons, latex cast squeaking toys and industrial gloves. It was only in the year 1961 that the company started manufacturing tyres. Today, MRF has 6 manufacturing plants in India located in Tiruvottiyur and Arakonam in Tamil Nadu, Kottayam in Kerala, Ponda in Goa, Medak in Andhra Pradesh, and one in the Union Territory of Pondicherry. It has a distribution network of more than 2,500 outlets in the country and exports tyres in over 75 countries globally. The company established its first office in 1949 at Chennai, Tamil Nadu. It has overseas offices in United Arab Emirates, Bangladesh and Vietnam.

MRF manufactures the largest range of tyres in India and it has the highest brand preference. It makes tyres for heavy duty truck, bus, light truck, passenger car to motor sports, rally cars, off the road earth movers, two and three wheelers, farm service and military service. It is the market leader and has 26 per cent share in the Rs 19,00000 million Indian tyre industry.

Funskool India is a joint venture between MRF and Hasbro Inc., USA, the world`s largest toy company. Funskool`s Goa plant has been making its own moulds for a number of its products, the most popular of which are Pipsqueaks, a range of low priced baby toys. MRF collaborated with PIRELLI to manufacture Conveyor Belting. The MRF Conveyor Belt plant in Arkonam, Tamil Nadu, with an annual capacity of 3000 tonnes, is the most modern belting plant in India. The company also has a paints and coating subsidiary. It manufactures speciality coatings for wide range of applications like Metalcoat, Woodcoat Glasscoat etc. MRF made a foray in retreading as far back as 1970. MRF Pretreads is the most advanced Precured Retreading system in India. MRF made a foray in retreading as far back as 1970. In the MRF Pretreads system, the tread rubber is precured from MRF`s factory. It also has the specialised expertise required for retreading Radial Tyres. The company is an original equipment supplier (OES) of radial tyres to Tata Indica, Hyundai Elantra, Ford Fiesta and many other cars. Volvo also sources most of its tyres from MRF for its Indian operations.

FinancialsThe Company swung to loss for the quarter ended December 2008. During the quarter, the company reported loss of Rs 383 million compared with a profit of Rs 517.50 million in the same quarter last year. Net sales for the quarter rose 17% to Rs 13,519.70 million, while total income for the quarter rose 16.81% to Rs 13,560.30 million, when compared with the prior year period. It reported loss of Rs 90.32 a share during the quarter compared with earnings of Rs 122.03 a share in previous year period.

PRODUCT CATEGORY IN TWO WHEELER SEGMENT

Awards and Achievements:

In 2000, MRF launched smile campaign on Indian roads.

MAJOR MILESTONES OF MRF COMPANY

MRF: A tough brand

An enterprise that started as a toy ballon maker in 1946 in South India quickly grew to become one of Indias biggest and respected companies. Renowned for product superiority and innovation, MRF continues to be the leading tyre maker in India.

MRF crossed the INR 3 bn mark and also became the No 1 tyre company in India. MRF legend the premium nylon car tyre was introduced.

The MRF pace foundation was set up with international pace bowler, Dennis Lilli as its director. Not long thereafter, pace bowlers trained at the foundation were selected for the Indian cricket team. In the year 1989, MRF was the clear market leader in every tyre segment. Once again in recognition of excellence, MRF was awarded the Vishweshwarayya award for the Best business house in India.

MRF collaborated with Hasbro Intl USA, the worlds largest toy makers, and launched funskool in India. Company also entered into collaboration with Vapocure, Australia to manufacture polyurethane paint formulations and with Pirelli muscleflex, conveyor, and elevator belting.

MRF also opened the MRF tyredrome, Indias first tyre company owned wheel care complex at Madras.MRF brought the 6th world cup boxing championship to Mumbai the first of its kind- with 39 countries participating. In 1993 & 1995 the company was voted by the far eastern economic review as one of the ten leading corporate groups in India and a leader in Asia. During the same time MRF was selected as one of Indias most admired marketing companies by the readers of the A&M magazine.

The companys turn over crossed INR 15 bn in the year 1995.In 2000, MRF launched smile campaign on Indian roads. It also launched ZVTS tyres for passenger cars in 2000.

MRF wins JD power award in 2003 & 2004. So far it has taken 6 JD awards.

IN the year 2004, MRFs turnover crossed INR 30 bn mark. In 2005, MRF wins the its third APRC rally. In 2006, MRFs turnover crossed the 5000 crore mark.

COMPANY PROFILEINTRODUCTION OF D.D. TYRES

Establishment:

On Feb 7th 2006, the D.D. Tyres authorized dealer for MRF tyres. It was inaugurated by Shri Charantimath Prabhu Swamiji & Asst District Manager Mr. Paul Alplar, regional office, Belgaum.

MRF company follows the corporate identity for the establishment of showrooms across the country.

Corporate Identity:

It means the company has its policy in respect of land, building, paints & timing of showroom.

It considers the following factors while starting a showroom as per the Corporate Identity.

i) Location: Every commercial phenomena needs a good location. It up lifts the business process. D.D.Tyres situated in a main road and it is connected to a bus stand.

ii) Building: For customer attraction a well planned infrastructure is essential. It has 500 sq. ft area of show room. As well as 200 sq feet for gowdown, which is connected with show room.

iii) Machinery: To install the tyres in proper way it has different machines like ..,

a) Tyre Fermant machine

b) Air Compressor

c) Wheel alignment tooling machine

iv) Labours: The labours are the base for any organization. And in Bagalkot, there is no problem for required labours for this business. D.D.Tyres has sufficient and skilled workers. Key Competitors: Newly established Appollo Tyres Show rooms and other local branded tyre showrooms. But these have not any significant effect on show room activities.

SPECIFICATIONS OF CORPORATE IDENTITY

1) Showroom must be situated in a place which should have easy connectivity.

2) Show room must have the length of 500 sq.ft.

3) Frontage of 20 feet connected with gowdon of minimum 200 sq.ft.

4) Display of racks, inside & outside showroom colour, display boards, tiles, reception table, as per the company specifications.

5) Showroom should have automotive tyre fitment machine which must be placed in the showroom visible to the customers.

6) Company decides monthly sales target, on the basis of population and number of vehicles. Target goes on renewing and dealer must compulsorily achieve the target.

7) Company has regional offices, so as to fulfill the needs of a dealer. It also has employed, technical supervisor, sales supervisors.

DUTIES OF TECHNICAL SUPERVISION:

1) To look after the dealers problems.2) To facilitate any changes in price of a tyre any improvements, and to inform the new tyres which are going to introduce in the market.3) Technical Supervisor is a qualified technical person who actually completed engineering and got training regarding tyres and tubes specifications.4) One regional office covers 4 districts. Bagalkot comes under regional office of Belgaum.5) Company usually replaces tyres if tyres are found to have minimum of 5% manufacturing defects.DUTIES OF SALES SUPERVISOR:1) Twice in a month he visits the dealer.

2) Collects information about the customer.

3) Visiting each and every customers and informing them about quality and price of tyres.

4) He helps the dealer to increase the sales and works with them to achieve the monthly targets.

DEPARTMENT OF D.D.TYRES, BAGALKOT

To provide better service DD TYRES has made 3 sections. They are as follows.1) Sales Section

2) Accountant

3) Service station

SALES SECTION

To achieve increased sales DD TYRES has separate sales section. It provides the quotations and all information regarding the tyres to the customers. Sales section plays significance role in achieving targets by. It has to provide all information regarding sales to regional sales supervisor.

ACCOUNT SECTION

It collects all information of transaction and records in systematic manner. It maintains different account books for different tasks. It also maintains ledgers and regular balance sheets.

SERVICE SECTION

This department provides quality service to customers. It fits the tyres in right position with the help of tyre fitment machine. And it replaces the defective tyres if the tyres found to be 5% defectives and provides tyre remolding facility to customers in a less price.

FUNCTIONS OF THE SHOW ROOM

I) Customer Visit: Customer care supervisor attends the customer and gives information regarding :

a) Model

b) Size

c) Price

d) Quality

e) Other information about tyres.

II) Complaint of tyres: Complaints are taken from the customer recorded in the dockets like serial number, name of customer, contact number, date of purchase and purchase bill.

III) If any car radial tyres purchased from the showrooms, then the tyres will be fitted in the showroom with the help of automate tyre changer.

IV) Dealer has to pay from his own pocket for any promotional activities undertaken by him.

V) It collects information regarding to tyre users and sends it to regional office.DISRTIBUTION CHANNEL: The company has vertical marketing system. The structure of the marketing system . It involves the distribution of tyres and tubes purchased from the company. The showroom makes the purchase of tubes and tyres. For the Belgaum regional office, and distributes tyres and tubes to the customer through the show room.

The D.D. Show room stands at the Dealers stage in the network of distribution. It performs the operations according to the policies of the company.

Type of tyres2006-072007-082008-09*

Truck / Buses224660

Light Commercial Vehicles81628

Jeep/trekker/Trax4610

Car BIAS ply4--

Car radials244870

Motorcycle(Light motorcycles)90150225

Moped51215

Scooter41015

Auto & Vikram3280150

Tractor rear246

Tractor front41020

Tractor trailor222

RESEARCH METHODOLOGY

To achieve the stated objective a survey was conducted at Bagalkot city regarding customer satisfaction towards MRF Tyres provided by D.D.Tyres show room Bagalkot.

Primary Data:

Primary data is collected by the random sampling method. Here we have randomly interviewed 50 customers through Questionnaire and personal interview and collected the primary data.

Secondary Data:

These are generally published sources which have been collected originally for some other purpose, they are not gathered specially to achieve the objectives of the particular research project hands but already assembled.

Survey Techniques:

Once the researcher has decided to use survey method for collecting data he has to make a decision to adopt any one of the following survey techniques.

1. personal interview

2. telephone survey

3. mail survey

Questionnaire

It is the most commonly used instrument in collecting primary data. A questionnaire consisting of set of questions presented to a respondent for his/her answer. The questionnaire is very flexible in the sense that there are many ways to ask questions.

Data Collection:

Method used to collect data for the study was through survey. Survey is a systematic collection of information directly from the respondents; survey was through personal interview which involves collection of data through face to face communication with the help of questionnaire.Method of Sampling:

Bagalkot city has a huge population and each persons opinion cannot be collected. So the respondents were chosen randomly in Bagalkot city.

Sample Size:

Sample size for the study consisted of 50 persons residing in Bagalkot city. Among them only some of them responded and others rejected to respond as they were not interested.

Sample Unit:

Customer of D.D.Tyre showroom and owners of vehicles in Bagalkot City.

CHAPTER IIIData Analysis and Interpretation Data Analysis and Interpretation

Data Analysis:

I have conducted marketing survey on 50 customer to analysis their satisfaction level, for this purpose I have prepared a questionnaire to collect the information from them. Among these 50 customers, only some of them responded as per that now we will see the analysis of the collected data.1. The following tables shows the factors which motivated the customer to purchase the MRF TYERS

FACTORSCUSTOMERS

Friends8

Brand Image9

Advertisement9

Relatives8

Self-decision16

Total50

Interpretation:The above table & graph shows that:

A. 16 customers have purchased MRF Tyres by there own decision.

B. 8 customers have purchased MRF Tyres by there Friends recommendation.

C. 9 customers have purchased MRF Tyres by its Brand Image.

D. 9 customers have purchased MRF Tyres on the basis of Advertisement.

E. 8 customers have purchased MRF Tyres on there Relatives recommendation.

2. The following tables shows the level of satisfaction of customer need/purpose of purchasing MRF TYRES

Fully Satisfied23

Satisfied17

Dissatisfied7

Fully dissatisfied3

Total50

Interpretation:The above graph shows that:

45 % of people are fully satisfied with the purchase of MRF tyres.

35 % of people are just satisfied with the purchase of MRF tyres.

13% of people are dissatisfied with the purchase of MRF tyres.

7 % of people are fully satisfied with the purchase of MRF tyres.3. As compare to other tyres the MRF TYRES are rated as below.A) Price of TyresStrongly Satisfied15

Satisfied16

Not Satisfied10

Fully Not Satisfied9

Total50

Interpretation:30 % of customers are strongly satisfied with the price of MRF tyres.

35 % of customers are satisfied with the price of MRF tyres.

21 % of customers are not satisfied with the price of MRF tyres.

14 % of customers are fully not satisfied with the price of MRF tyres.B) Quality Of Tyres:Strongly Satisfied23

Satisfied15

Not Satisfied8

Fully Not Satisfied4

Total50

Interpretation:45 % of customers are strongly satisfied with quality of the tyres.

30 % of customers are satisfied with quality of the tyres

16 % of customers are not satisfied with quality of the tyres

9 % of customers are fully not satisfied with quality of the tyres.C) Durability of TyresStrongly Satisfied23

Satisfied16

Not Satisfied7

Fully Not Satisfied4

Total50

Interpretation:45% of customers are strongly satisfied with durability of tyres

32%of customers are satisfied with durability or tyres

14%of customers are not satisfied with durability or tyres

9%of customers are fully not satisfied with durability of tyres.D) Performance Of Tyres:Strongly Satisfied21

Satisfied17

Not Satisfied7

Fully Not Satisfied5

Total50

Interpretation:42%of customers are strongly satisfied with performance of tyres

35% of customers are just satisfied with performance of tyres

14% of customers are not satisfied with performance of tyres

9% of customers are fully not satisfied with performance of tyresE) Mileage Of Tyres:Strongly Satisfied24

Satisfied15

Not Satisfied7

Fully Not Satisfied4

Total50

Interpretation:48% of customers are strongly satisfied with the performance of tyres

30% of customers are only just satisfied with the performance of tyres

13% of customers are not satisfied with the performance of tyres

9% of customers are fully not satisfied with the performance of tyres

5) The following tables show the customer opinion about MRF TYRES.

Fully Satisfied14

Satisfied21

Not satisfied8

Fully Not Satisfied7

Total50

Interpretation:As per the above chart it shows the details:28 % of customers are fully satisfied

42 % of customers are satisfied

17 % of customers are not satisfied

13 % of customers are fully not satisfied6) The following tables shows the behavior of the showroom people while taking quotations or purchasing the MRF TYRES.

Very Friendly17

Friendly22

Not friendly4

Dont know7

Total50

Interpretation:34 % customer say that the behavior of showroom people while taking quotation or purchasing MRF tyres were very friendly.44 % customer says that the behavior of showroom people were friendly

9 % customer says the behavior of showroom people not friendly

13 % customer says the behavior of showroom people dont know

7) The following table shows the customers opinion about service charges in show room.

Very Reasonable15

Reasonable21

Costly8

Very Costly6

Total50

Interpretation:30 % of customers said that service charges are very reasonable.42 % of customers said that service charges are reasonable.

16 % of customers said that service charges are costly

12 % of customers said that service charges are very costly8) The following tables show why customer prefers MRF TYRES.

Quality 19

Price12

Service8

Durability11

Total50

Interpretation:38 % customers prefers the MRF tyres due to the good Quality24 % customers prefers the MRF tyres due to the reasonable price

22 % customers prefers the MRF tyres due to its durability16 % customers prefers the MRF tyres due to its service9) The following tables shows the problems faced by customers while purchasing MRF TYRES

Lack of Information11

Non co-operation of show room people4

Delay8

No problem17

Total50

Interpretation:22 % customer faced the problem due to lack of information07 % customer faced the problem due to non cooperation of show room people

17 % customer faced the problem due to delay

54 % customer faced no problem

CHAPTER IVFINDINGS

31% of customers have purchased on there own decision. They have decision on the basis of experience and some customers have taken after making comparison with other tyres. Hence it reveals that customers are satisfied with MRF TYRES

Majority of customers means 45% are satisfied with the fulfillment of their need/purpose.

Only 30% of customers are fully satisfied with price of the tyres about 21% are not satisfied and 14% of customers are fully not satisfied with the price.

About 45% of customers are fully satisfied,30% o f customers are only just satisfied and 16% are not satisfied with the quality.

About 45% of customers are satisfied with durability of tyres, and 14% are not satisfied with durability.

About 42% of customers are fully satisfied with the performance of the tyres, and only 14% are dissatisfied.

The customers are having a very good opinion about the MRF TYERES about 28% are strongly satisfied with its performance, and only 17% are not satisfied with performance.

The customers are having very good opinion about the behavior of showroom people about 44% of customers are saying they are friendly and only 13% are dont know.

The service charges are very reasonable in the view of about 43% of customers and about 11% of customers believe that the service charges are costly.

Majority of customers are fully satisfied with the MRF TYRES

SUGGESTIONSSUGGESTIONS TO SHOWROOM: Showroom must recruit well qualified and skilled labours that care about the customer. It will abolish the problem of unskilled and poor quality service.

Showroom employees and workers should maintain friendly relation with every customers.

Showroom should provide the remolding system to the existing customers.

Showroom should maintain tyres, tube, air compression machines etc,. which are needed to the customer at any time.

Always adopt the improvement of servicing system and keep the showroom in good conditions.

SUGGESTIONS TO COMPANY:

The company should reduce the price of there products.

Improve the distribution network and make available the products in needed time of customers.

Company always keeps some prizes and gifts to attract the customers.

The products should advertised in the Regional TV channels and in leading newspaper must.

CHAPTER VCONCLUSION

According to the study I conclude that the MRF TYRES company satisfies the customer need and the purpose, but only problem is with the service given to the customers by the showroom. So, as per study in my opinion based on project I can say that MRF TYRES should think about the service provided by showrooms in order to capture the maximum market segment.According to Bagalkot city the market is vast almost the whole district customers and other new people purchase the MRF Tyres because it is old brand running tyres in market. Almost people demands the MRF Tyres comparing to other company tyres.Company provide more advertisement and always keep customers need with development of MRF Tyres.Customers Satisfaction towards MRF TYRES in Bagalkot cityQUESTIONNAIRE

Dear Sir/Madam, (Please tick ( ) appropriate answer in the box / space)I. Customer Introduction:

a. Name : _____________________________________________

b. Address : _____________________________________________

_____________________________________________

c. Occupation / Job: _____________________________________________II. Which factors motivated you to purchase MRF TYRES?

A: Friends

[ ] B: Brand Image

[ ]

C: Advertisement

[ ] D: Relatives [ ]

E: Self decision [ ] F: Others

[ ]

III. To what extent the MRF TYRES has satisfied your purpose / need?

A: Fully Satisfied

[ ]

B: Satisfied

[ ]

C: Dissatisfied [ ] D: Fully Dissatisfied

[ ]

IV. As compare to other tyres how do you rate the following characteristics of your

MRF TYRESCharacteristics ExcellentVery goodGoodAverage

Price

Quality

Durable

Performance

Mileage

V: What is your opinion about MRF TYRES?

A: Excellent

[ ]

B: Very Good

[ ]

C: Good [ ] D: Bad

[ ]VI: what was the behavior of show room people while taking quotations or while

Purchasing MRF TYRES? A: Very Friendly

[ ]

B: Friendly

[ ]

C: Not-Friendly

[ ]

D: Dont Know

[ ]

VII: What is your opinion about service charges in the show room?

A: Very Reasonable

[ ]

B: Reasonable

[ ]

C: Costly

[ ]

D: Very Costly

[ ]VIII: Why did you prefer MRF TYRE?

A: Quality

[ ]

B: Price

[ ]

C: Service

[ ]

D: Durability

[ ]

IX: What problems faced while purchasing MRF TYRES?

A: Lack of informations

[ ]

B: Non co-operations of show room peoples

[ ]

C: Delay

[ ]

D: No problem

[ ]

X: Give your valuable suggestions to improve MRF TYRES?

A: __________________________________________________

B: __________________________________________________

C: __________________________________________________

***************THANK YOU***************BIBLIOGRAPHY

To complete this project I have referred the following books:

I. MARKETING MANAGEMENT

- PHILIP KOTLAR.

II. MARKETING RESEARCH

-TULL & HAWKINS

III. WWW.MRFTYRESINDIA.COM

The company has stood Himalayan height in the tyre industry. It grabbed all most all prestigious awards in the key areas like production, customer satisfaction, exports and many more.

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