CUSTOMER SATISFACTION TOWARDS PASSENGER VEHICLES WITH SPECIAL REFERENCE TO MAHINDRA & MAHINDRA.

Introduction: Customer Satisfaction is the buzzword 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 marketer 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. They are less process sensitive and they remain customer for a long period. They 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. Every company is conducting survey on customer satisfaction level on their products .To make the products up to the satisfaction level of customers. This project will be done to know the customers satisfaction on the light commercial vehicles on behalf of Mahindra and Mahindra Automobiles. A light commercial vehicle is a commercial carrier vehicle with a gross vehicle weight of not more than 3.5 tones. Ex: Pickup trucks, vans and three-wheelers all commercially based goods. Mahindra Light Commercial vehicles: Mahindra maximo, Bolero pickup truck, etc., RESEARCH DESIGN: Statement of the Problem: In the emerging knowledge based economy it has become necessary to know the customer satisfaction towards the product. The study of customer satisfaction is essential in marketing planning. The realistic side of the problem is to know the satisfaction level of the customer towards Mahindra passenger vehicles. This study will help us to understand customer satisfaction and what problems are being faced by the consumers, to which appropriate measures to be taken to solve the problems

Objectives: To gather information about customer satisfaction toward M&M light commercial vehicles in the geographic region of Bangalore. To know the customer perception about features, low maintenance cost and looks of Small cars. To know the customer satisfaction about the safety and comfort in light commercial cars. To know the customer satisfaction towards the after sales service offers by M&M. To provide suggestions, in improving the customer satisfaction and the company sales and Profitability. Scope of Study: The scope of study is limited to the respondents that are selected from in and around Bangalore. Measurement of customer satisfaction is complex subjects, which uses non-objectives method, which is not reliable. The sample unit size will be 50-100 respondents. However, Mahindra and Mahindra Automobile showrooms are located in other places i.e. locally and even in the neighboring states. Only opinion of respondents of Bangalore city was consider for finding out the opinions of respondents. Research Methodology: A research process consists of stages that guide the project from its conception through the final analysis, recommendations and ultimate actions. The research process provides a systematic, planned approach to the research project and ensures that all aspects of the research project are consistent with each other. DESCRIPTIVE RESEARCH STEPS in the descriptive research: Statement of the problem Identification of information needed to solve the problem. Identification of target population and determination of sampling Plan. Design of procedure for information collection

 Collection of information Analysis of information

DATA COLLECTION Data is collected through questionnaires. The questionnaire method has come to the more widely used and economical means of data collection. The common factor in all varieties of the questionnaire method is this reliance on verbal responses to questions, written or oral. It essential to make sure the questionnaire was easy to read and understand to all spectrums of people in the sample. It is also important to respect the samples time and energy hence the questionnaire is designed. These questionnaires were personally administered. The first hand information was collected by making the people fill the questionnaires. The primary data collected by directly interacting with the people. The respondents were contacted at shopping malls, markets, places that were showrooms and near to showrooms of the consumer durable products etc. The data was collected by interacting with 50-100 respondents through questionnaires. The respondents consisted of housewives, students, businessmen, professionals etc. The required information was collected by directly interacting with these respondents. SAMPLE SIZE: Target customers for this research are in the age group above 21 years who own Mahindra LCV for the purpose of the research. The target population influences the sample size of 50-100. The target population represents the Bangalore. Limitation: The scope of study is limited to the respondents are selected from in and around Bangalore. The respondents are people who own Mahindra light commercial vehicles. Measurement of customer satisfaction is complex subjects, which uses non-objectives method, which is not reliable. The sample unit will be 50-100 respondents. Mahindra and Mahindra Automobile showrooms are located in other places i.e. locally and even in the neighboring states. Only opinion of respondents of Bangalore city will be consider for finding out the opinions of respondents.

Customer Satisfaction Questionnaire

a) Name .. c) Age .. b) Occupation .. d) Income.

e) Address:-.. 1) Are you a satisfied with Mahindra vehicle? a. Yes b. No 2) If Yes Which factor you consider is satisfies you most? a. Feature b. Low Maintenance c. Looks d. After Sales Service 3) Are you satisfy with the fuel consumption of Mahindra vehicles? a. Extremely Satisfied b. Satisfied c. Neutral d. Dissatisfied 4) Are you satisfied with the Safety and Comfort of Mahindra vehicle? a. Extremely Satisfied b. Satisfied c. Neutral d. Dissatisfied

5) Are you satisfied with the Design? a. Extremely Satisfied b. Satisfied c. Neutral d. Dissatisfied 6) Are you satisfied with space available in your vehicle? a. Extremely Satisfied b. Satisfied c. Nor Satisfied & Dissatisfied d. Dissatisfied 7) Are you satisfied with Maintenance cost? a. Extremely Satisfied b. Satisfied c. Neutral d. Dissatisfied 8) Are you aware about power steering present in your vehicle? a. Yes b. No 9) Your general perception about Mahindra vehicles. a. Very Good b. Good c. Average d. Bad 10) Do you want to give any suggestion about any change in the Bolero?

EMPIRICAL STUDY
SYNOPSIS
On

CUSTOMER SATISFACTION TOWARDS LIGHT COMMERCIAL VEHICLES WITH SPECIAL REFERENCE TO MAHINDRA & MAHINDRA.

BY
GONAPENTA SURYA NARAYANA REDDY (11MB7727) MBA (UoM) 2011-2013 SUBMITTED TO

Prof. Meghna Varma

M.S.RAMAIAH MANAGEMENT INSTITUTE NEW BEL ROAD, BANGALORE-560054