A

SUMMER TRAINING REPORT

ON
An Study Of Customer Satisfaction at the Metaltech Automobiles
Gurgaon

For
Metaltech India PVT.LTD.
Submitted in partial fulfillment of the requirement for the award of degree of
MASTER OF BUSINESS ADMINISTRATION
(SESSION 2014-16)

Submitted to:

Submitted by:

University School of Management

Ajay Kumar Hooda

Kurukshetra University, Kurukshetra

Roll no.34
MBA Sec-A G

____________________________________________________________________________
UNIVERSITY SCHOOL OF MANAGEMENT
KURUKSHETRA UNIVERSITY, KURUKSHETRA, HARYANA, INDIA-136119
(ESTABLISHED BY THE STATE LEGISLATURE ACT XII OF 1956)
(A GRADE, NAAC ACCREDITED) HARYANA, INDIA-136119

PREFACE

Summer Training is an integral part of MASTER IN BUSINESSADMINISTRATION

(MBA).As a part of the curriculum student are required to undergo 60 days training with
reputed organization to learn the daily activity and if possible help the management study and
address some identified issue associated with some specific engagement area.
The main purpose of the training is to get exposure to the functioning of the
organization.Metaltech is a constituent of Companies established in 1992 for Design &
Development of Special customized vehicles. With the vast experience and revolutionized
concept of Service Provider Companies, Metaltech entered into different segments of
Automobile Industry to facilitate the customers
.
Metaltechis a company, which believes in providing quality. Due to these features I did my
summer internship in Meatltech with the aim of getting exposure to the functioning of the
organization.

ACKNOWLEDGEMENT

During the entire covering of research project work I have received endless help from my all
teachers who encouraging me for developing ideas and supporting me in each and every step
for completing the whole project.
I am greatly thankful to my research project guide A. Sharma for assigning an innovative
project that developed a feeling of fully practical work.
In fact no project could be completed without meaningful suggestions and guidance of A.
Sharma who helped me during my task and shared his precious time with me.
I grateful Thanks to Prof. B S Bodla (chairman) U.S.M Kurukshetra University Kurukshetra.
I owe my humble gratitude to all those treasures of knowledge that are equally responsible
for the successful completion of this task.

(AJAY KUMAR HOODA)

DECLARATION

I AJAY KUMAR HOODA Do Declare that the Research Report entitled CONSUMER
SATISFACTION

FOR

METALTECH

MOTORS

PVT.

LTD.

CENTER

IN

GURGAON Being submitted to the KURUKSHETRA UNIVERSITYKURUKSHETRA

for the partial fulfillment of the requirement for the degree of Master of Business
Administration is my own endeavors band it has not been submitted earlier to any institution /
university for any degree.

Place: -

Date: (AJAY KUMAR HOODA)

ORGANISATIONS CERTIFICATE

EXECUTIVE SUMMARY

In this project, the main objective is to develop a detailed insight in to the customer
awareness and satisfaction of METALTECH products in New Delhi and NCR which will
help in increasing my knowledge & thus improve my organizational work experience.
This project is also very helpful & beneficial for all those people who are keen to know about
automobile industry as growing sector of the business as our country is developing at a good
velocity.
Here, velocity is stated because velocity is speed with direction & the direction in which our
economy is growing is positive.
Data furnished in the project report has been sourced partially from internet and the rest has
been collected primarily through questionnaires which were filled by 100 respondents in New
Delhi and NCR.
The first part of the project is about introduction to the Automobile Industry, introduction to
METALTECH and Effect of usage of alternative channels on customer satisfaction.
The research design that has been used in the study is Exploratory cum study; research has
been carried out by using Primary and secondary data collection methods.

INDEX
Seria

Table of Contents

Page.
No.

No
Preface
Acknowledgement
Declaration form
Executive summary
Certificate

1.

Chapter-1

Industrial Profile

2.

Chapter-2

Company Profile

05

3.

Chapter -3

About the Topic

20

4.

Chapter- 4

Research Methodology

24

5.

Chapter- 5

Data Analysis And Interpretation

29

6.

Chapter-6

Findings,

45

Conclusion & Recommendation

7.

Chapter-7

Suggestions

47

8.

Chapter-8

Bibliography

48

9.

Chapter-9

Appendix

49

Index of figures
Table no.

Figure no.

Page no.

Table no. 5.1.1

Table no. 5.1.2
Table no. 5.1.3
Table no. 5.1.4
Table no. 5.1.5
Table no. 5.1.6
Table no. 5.1.7
Table no. 5.1.8
Table no. 5.1.9
Table no. 5.1.10
Table no. 5.1.11
Table no. 5.1.12
Table no. 5.1.13
Table no. 5.1.14
Table no. 5.1.15
Table no. 5.1.16

Figure no. 5.1.1

Figure no. 5.1.2
Figure no. 5.1.3
Figure no. 5.1.4
Figure no. 5.1.5
Figure no. 5.1.6
Figure no. 5.1.7
Figure no. 5.1.8
Figure no. 5.1.9
Figure no. 5.1.10
Figure no. 5.1.11
Figure no. 5.1.12
Figure no. 5.1.13
Figure no. 5.1.14
Figure no. 5.1.15
Figure no. 5.1.16

29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44

CHAPTER-1:INDUSTRY PROFILE :1.1 INTRODUCTION:India is one of the most important emerging automobile economies in the world today.
Premier Automobile Ltd. (PAL) earned the distinction of manufacturing the first car in the
country. Hindustan Motors (HM), which started as a manufacturer of auto components
graduated to manufacture cars in 1949. Thanks to the Licence Raj which restricted foreign
competitors to enter the Indian automobile market, Indian roads were ruled by Hindustan
Motors and the Tata from Premier Auto Ltd. for many of the initial years.
The control imposed on automobile makers related to production capacity and distribution.
The GOI control even extended to fixation of prices for automobile and dealer commissions.
The three decades of the passenger car industry in India up to the early 1980s, proved to be
the 'dark ages' for the consumer, as his choice throughout this period was limited to two
models Ambassador and Padmini. Its been a fairy long journey since 1992 when Metaltech
made its debut in the field of Automobile Customized Fabrication as a Proprietorship Firm.
In the early 80's, a series of liberal policy changes were announced marking another turning
point for the automobile industry. The very face of the industry was changed for ever in 1992
with the entry of public sector different firms in the Indian automobile sector .
Metaltech Motors Pvt. Ltd introduced 'SARTAJ' in 1992 providing a complete face lift to the
Indian truck industry. This changed the industry's profile dramatically. Sawraj Mazda was
well accepted by middle income groups in the country. Many companies have entered the
automobile manufacturing sector, to tap the middle and premium end of the industry. The

new entrants are Ashok Leyand, Tata and Mahindra in upper end of economny car
market.

1.2 INDIAN MARKET PLAYERS IN AUTOMOBILES:1.2.1 ASHOK LEYAND:-

They are the 2nd largest manufacturer of commercial vehicles in India, the 4th largest
manufacturer of buses in the world and the 16th largest manufacturer of trucks globally.
With a turnover in excess of US $ 2.3 billion (2012-13) and a footprint that extends across 50
countries, we are one of the most fully-integrated manufacturing companies this side of the
globe.
Over 70 million passengers use our buses to get to their destinations every day while over
700,000 trucks keep the wheels of economies moving. With the largest fleet of logistics
vehicles deployed in the Indian Army and significant partnerships with armed forces across
the globe, we help keep borders secure.
Headquartered in Chennai, India, our manufacturing footprint spreads across the globe with 8
plants; including one at Ras Al Khaimah (UAE). Our Joint Venture partners include Nissan
Motor Company (Japan) for Light Commercial Vehicles, John Deere (USA) for Construction

Equipment, Continental AG (Germany) for Automotive Infotronics and the Alteams Group
for the manufacture of high-press die-casting extruded aluminum components for the
automotive and telecommunications sectors.

1.2.2 TATA MOTORS:-

Tata Motors Limited is India's largest automobile company, with consolidated revenues of
INR 2,62,796crores (USD 42.04 billion) in 2014-15. It is the leader in commercial vehicles in
each segment, and among the top in passenger vehicles with winning products in the
compact, midsize car and utility vehicle segments.
The Tata Motors Group's over 60,000 employees are guided by the mission "to be passionate
in anticipating and providing the best vehicles and experiences that excite our customers
globally."
Established in 1945, Tata Motors' presence cuts across the length and breadth of India. Over 8
million Tata vehicles ply on Indian roads, since the first rolled out in 1954. The company's
manufacturing base in India is spread across Jamshedpur (Jharkhand), Pune (Maharashtra),
Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand), Sanand (Gujarat) and Dharwad
(Karnataka). Following a strategic alliance with Fiat in 2005, it has set up an industrial joint
venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and
Tata cars and Fiat powertrains. The company's dealership, sales, services and spare parts
network comprises over 6,600 touch points, across the world.

1.2.3 EICHER:-

EICHER(BSE: 505200, NSE: EICHERMOT)

incorporated

in

1982,

is

an

Indian automaker company based in Gurgaon, India.It is a subsidiary of volvoabEicher

Motors Limited (EML) is the flagship company of the Eicher Group, which was a catalyst in
the green revolution in India with the production of Indias first agricultural tractor in 1959.
EML is now a leading player in the Indian automotive space. Its 50-50 joint venture with the
Volvo group, VE Commercial Vehicles Limited, designs, manufactures and markets reliable,
fuel-efficient trucks and buses; and is leading the path in driving modernization in
commercial transportation in India and other developing markets. Eicher Motors also owns

the iconic Royal Enfield motorcycle business, which leads the premium motorcycle segment
in India. The oldest motorcycle company in continuous production world-wide, Royal
Enfield has witnessed a huge surge in demand in the recent past, and is charting its course to
be the leading player in the mid-size motorcycle segment globally. EMLs 50:50 strategic
joint venture with US based Polaris Industries Inc., Eicher Polaris Private Ltd. is in start-up
phase, and is currently designing and developing, and will soon manufacture and sell a full
new range of personal vehicles. In 2013, Eicher Motors recorded its highest ever total income
of INR. 7,400 crores (USD 1.2 billion) and is listed on the Bombay and National Stock
Exchanges.

1.2.4Hindustan Motors Limited:-

Hindustan Motors Limited was established during the pre-Independence era at Port Okha in
Gujarat. Operations were moved in 1948 to Uttarpara in district Hooghly, West Bengal, where
the company began the production of the iconic Ambassador. Equipped with integrated
facilities such as press shop, forge shop, foundry, machine shop, aggregate assembly units for
engines, axles etc and a strong R&D wing, the company currently manufactures the
Ambassador (1500 and 2000 cc diesel, 1800 cc petrol, CNG and LPG variants) in the
passenger car segment and light commercial vehicle 1-tonne payload mini-truck Winner
(2000

cc

diesel

and

CNG)

at

its

Uttarpara

and

Pithampur

plants.

CHAPETR-2 :COMPANY PROFILE :2.1 Introduction :Metaltech Motor Bodies Pvt.Ltd. with its Plants at IMT Manesar, Gurgaon and GC Bawal
(Haryana), is an ISO - 9001 : 2008 certified organization, dedicated to Automobiled Industry
undertaking variety of Automobile fabrication work.
3
Metaltech provides total solution for the entire range of light combat / armoured vehicles and
their derivatives for defense / security forces. It has incorporated state-of-the-art technology
in its fabrication work at a reasonable cost.
Backed by the Body Building Experience for nearly two decades Metaltech confidently
started developing very special utility vehicles for security purposes. The techno crews went
through extensive technical training from Mahindra Defence Systems (MDS) and VRDE
(Vehicle Research & Development) a wing of Indias most prestigious DRDO (Defence

Research & Development Organization). Specially for our Bullet Proofing division through
MDS, we received technology transfer from PlasanSasa, an Israili company engaged in
Defence Research & Development activities for long.

2.2 VISION :
Metal Techs Vision is to be the Numero Uno in the field of Project Management as also the
top notch PEB Manufacturer in the country and make an impact in the global market by
bringing together the best of all Resources in Man-power, Design & Engineering,
Manufacturing and Project Management. Metal Tech is to be recognized as a Bench-mark in
the Automobile Industry and also EPC Sector, and this is to be achieved through Product
Perfection, Engineering Excellence, Experienced and enthusiastic team/management, and
Best Customer Service/Care in the Industry. Metal Tech is firmly committed to ensure Total
Customer Satisfaction through/by SupplyingProducts/Services as per Customer Requirement
and Timely Delivery through/by Quality Management Systems.

2.3 Core Values

Customer Obsession
Fast, Flexible and First Mover
Innovation and Creativity
Networking and Partnership
Openness and Learning

2.4 Technological Advantage

We have introduced the superior 16 * 4 Hypertech engines across the entire Metaltech
range. This new technology harnesses the power of a brainy 16-bit computer to a fuelefficient 4-valve engine to create optimum engine delivery. This means every
Metaltech owner gets the ideal combination of power and performance from his car.

 Our other innovation has been the introduction of Electronic Power Steering (EPS) in
select models. This results in better and greater maneuverability. In other words, our
cars have become even more pleasurable to drive. maneuverability. In other words,
our cars have become even more pleasurable to drive.

2.5 MILESTONE:

Metaltech Motor Bodies (Fabrication Unit) incorporated in the year 1992 with the
vision to fabricate high quality customize vehicles and started with registration in
Small Scale of Industries, Govt. of India.

In the year 1999-2000, Under the Transfer of Technology from Vehicle Research &
Development Establishment (Test Lab of DRDO, Ministry of Defence), Company
started Bullet Proofing and Special Purpose Fabrication.

In the year 2000-2001, Company had a M.O.U with Mahindra Defece Systems, a unit
of Mahindra & Mahindra Ltd., for fabrication of Bullet Proof Vehicles (Brand Name RAKSHAK).

In the year 2003-2004, Company got certification of ISO 9001:2000.

In the year 2006-2007, got registration of Director General of Quality Assurance

(DGQA).

In the year 2007-2008, Company got registered with Director General of Supplies and
Disposal (DGS&D).

AUTO EXPO 2012 :

M/s SML ISUZU Limited and MetaltechMotors(being Authorised Dealer for ISUZU
Products) jointly participated in Auto Expo 2012, New Delhi to showcase ISUZU
Products.

PARTICIPATED IN DEFEXPO2010:
Participation in international level defence exhibition DEFEXPO 2010 in Feb 2010
is another milestone achieved in the history of metaltech.

NEW WORKSHOP IN KHIDKIDHULA:

Metaltech Motors have introduced his new fully computerized swrajmazda workshop at
khidkidhula Near national highway no. eight , Add-joining Groztools, Gurgaon . with the
capacity of 25-30 buses repair at the one time.
PARTICIPATED IN DEFEXPO2008
Participation in international level defence exhibition DEFEXPO 2008 in Feb 2008 is
another milestone achieved in the history of metaltech. We presented our independence
strength of producing high class vehicular fabrication aspects of defence requirements in

front of Indian/ international market. Riot Control Vehicle (Vajra), Disaster Humantarion
Relief Utilisation Vehicle (DHRUV), Section Carrying Armoured Vehicle (SCAV), Team
Carrying Armoured Vehicle (TCAV), Armoured VVIP Car.

2.6 KEY CUSTOMERS' LIST

MAHINDRA DEFENCE SYSTEMS

NATIONAL SECURITY GUARDS

PUNJAB & SIND BANK

TATA MOTORS LTD.

ARMY BASE WORKSHOP, MEERUT

DELHI POLICE

DEFENCE LAB, JODHPUR

BHARAT ELECTRONICS, GHAZIABAD

BHARAT ELECTRONICS, PUNE

AMRAPALI CARRIAGE AGENCEY, PATNA

ORIENTAL BANK OF COMMERCE

BANK OF BARODA

ARMY GROUP INSURANCE FUND - ASHA SCHOOLS

2.7 Infrastructure
PLANT - I :Metaltech Body Fabrication plant is located at IMT Manesar, Gurgaon, 24 km
far from Capital of India, Delhi and Bawal, Rewari, Haryana. Its spread over 60000 sq. ft. of
area having state-of the art facilities and highly trained and skilled manpower to produce the
best

quality

vechiles.

The pre fabrication design section is equipped with latest software. To make the vehicle
maximum fuel efficient we incorporate specific material usage in the design stage. Then
comes fabrication department. Latest Cold Rolling Mill Hydraulic & mechanical presses and
other utility machines with highly experienced manpower to built the vehicle.
PLANT - II : The second Fabrication Unit is located at Growth Centre Bawal (Distt.
Rewari) about 80 kms from New Delhi on Delhi-Jaipur Highway. This has a built up space
of approx. 5000 sq m. having Rolling Machine, an extended full length Paint Booth,
Phosphating Plant, State of the art Shower Test facility and sufficient space around the
workshop shed to undertake misc work. A two storey administrative portion overlooks the
shop flor for adequate monitoring of work with CCTV as added feature. All requisite gadgets
and tools including heavy duty presses, welding bending, cutting and other machines are
available.

2.8 PRODUCTS:

2.8.1 ISUZU LT134 BUS

ENGINE
Model
Type

6 Hk1-TC EURO-III Compliant Rear Engine

Four Cycle, 6 Cylinders, OHC(over head cam) Direct Injection, Water

Cooled Turbo Charger with Inter Cooler & EGR

Displacement (cc) 7790
Max. Power
230 PS @ 2500 RPM

2.8.2 ISUZU NQR BUS

ENGINE
Model
Type

4HK1XS, Euro III Compliant

4 Cylinder, OHC (Over head cam) direct injection, water cooled turbo

charger with inter cooler and EGR

Displacement (cc) 5193

Max. Power

170 PS (127 KW) @2600rpm

2.8.3 ISUZU TRUCK - IS12T

ENGINE
Model
Type

4HK1XS, Euro III Compliant

4 Cylinder, OHC (Over head cam) direct injection, water cooled turbo

charger with inter cooler.

Displacement (cc) 5193
Max. Power
110 KW @ 2600 RPM

2.9 Authorised Dealer - MAHINDRA & MAHINDRA:

Metaltech is Authorised Institutional Dealer for Mahindra Farm Equipment

Sector dealing in complete range of Mahindra Tractors for Sale, After Sale Service and
spares.

2.9.1 MAHINDRA TRACTOR DI215

Engine
Engine HP
PTO HP
No. of Cylinder
Capacity (Displacement)

15 HP
12.5 Hp
1
863.5 cc

Maximum RPM
Rated RPM
Bore / Stroke
Compression ratio
Air cleaner
Maximum torque at RPM
Cooling
FIP

2550 50 rpm
2300rpm
100 mm, 110 mm
18.5 : 1 ( 1.0)
Wet type
51 Nm 5 %@ 1300 to 1500 rpm.
Water Cooled
Reciprocating Plunger type pump

2.9.2 MAHINDRA TRACTOR DI 235

Engine
Engine Power (HP)
Clutch
Compression Ratio
Cylinders
Displacement : (cc)
Rated Engine RPM

24
Heavy Duty Single Plate Dry Type
17:1
1
1735
1650

2.9.3 MAHINDRA TRACTOR DI 265

ENGINE
Engine Power (HP)
Clutch
Compression Ratio
Cylinders
Displacement : (cc)
Rated Engine RPM

32
Heavy Duty Single Plate Dry Type
18:1
3
1788
2300

2.9.4 MAHINDRA TRACTOR DI 275

ENGINE
Engine Power (HP)
Clutch
Compression Ratio
Cylinders
Displacement : (cc)

39
Heavy Duty Single Plate Dry Type
18:1
3
1892

Rated Engine RPM

2600

Metaltech is having Mahindra Authorised Service Centre (MASC) for SUVs like
Scorpio, Bolaro and others.

2.10 Automotive Fabrication

2.10.1 RIOT CONTROL VECHILES

Designed by DRDO & Developed by us this Riot control vehicle is fabricated on

swrajmazdaLCV.It is suitable for bringing up on similar other LCV . It is useful for State
Police and Para Military Forces to control unruly mob, civil unrest, and riots and to remove
casualties. This vehicle is equipped with special features like Multi Tube Shell Launchers in
front and rear to lob tear gas shell, Emergency light Bar with PA System for communication,
External & Internal Lighting arrangement with AC / DC and Wire Mesh protection on
glasses. The vehicle is having capacity to carry commander with 14-armed police personals.
It is very suitable for maneuverability in small lane/ congested areas having upgraded safety
& security features, compact house type version of three-side control accessibility.

2.1O.2 RAPID INTERVENTION VECHILE

The Rapid Intervention Vehicle (RIV) is a compact airport firefighting vehicle of the CL
series, particularly suitable for rapid and safe operation in small airports and heliports. this
vehicle concept proves its extensive capabilities in just a few seconds. Innovative product
solutions make it the perfect all-rounder for any airport fire department.

2.10.3 RAKSHAK ON MAHENDRA

The successful RG-31 Mine Protected Vehicle (MPV), manufactured in South African by
BaE Systems. Mahindra Defence Systems hopes to supply this MPV to the Indian Army, and
manufacture it at its new plant near Faridabad.

2.10.4 CASH VAN

It is used in transportingvaluables, such as large quantities of money (especially for banks or

retail companies). The armored car is a multifunctional vehicle designed to protect and ensure
the well being of the transported individuals and/or contents. The armored car is completely
bullet proof and can withstand extreme degrees of heat.

2.10.5 CONTAINER

A refrigerated container or reefer is an intermodal container (shipping container) used

in intermodal freight transport that is refrigerated for the transportation of temperature
sensitive cargo. Refrigerated containers are capable of controlling temperature ranging from
-30C, -40C, -65C up to 30C, 40C.
2.10.6 AMBULENCES

Metaltech is fabricating Custom designed Hi-tech ambulances and Mobile Medical Units as
per requirements. Mobile Hospitals, Mobile X-Ray Vans and Animal Hospitals etc. are also
undertaken other then Up-gradation of suspension, Air conditioning, Interior by ABS / Fibre,
Hydraulic Lift System, Disaster rescue equipment provision etc. Metaltech has fabricated
approx. 100 plus Ambulance / Mobile clinics.

2.10.7 BUSES

ENGINE
Engine Type
Displacement (CC)
Max. Power
Max. Torque

SLT 3 & NUMERAL

3455
75 KW @ 3000 rpm BS III
270 Nm @1750 2000 rpm BS III

2.10.8 SECTION CARYYING ARMOUND VECHILES

Developed on swraj Mazda 4WD all terrine vehicle suitable for bringing up other similar
prime movers . This Bulletproof small troop carrier which can be used as a pilot vehicle /
officer vehicle with security / gateway vehicle which can carry a section of Ten (10) Heavily
Armed Personals to cater any untoward attack. This vehicle is having capacity to withstand/
protection against Fire of AK47 & SLR 7.62. This Rugged compact armored vehicle for multi
purpose use having firing facility from inside with MMG mount on roof with hatch.

2.10.9 DHRUV

Disaster Humanitarian relief utilization vehicle is developed on Swaraj Mazda suitable for
bringing up on similar other LCV. This vehicle is designed & developed to act as first
reporting vehicle at site of any disaster to start immediate action of rescue & relief. Driver of

this vehicle with two technicians can operate all disaster rescue equipment housed in it and
three Para medic member team can handle casualty. The vehicle is designed to cater all type
of disaster having high tech ambulance facility, instant communication connectivity through
satellite antenna and can be improved endlessly by means of equipments and facility as per
requirements. The vehicle is installed with all type of miniature equipments whether it is
handling fire, flood, accident or any other natural/ manmade calamity.
2.10.10 TEAM CARRYING ARMOUND VECHILES

Developed on Tata Sumo 4WD all terrine vehicle suitable for bringing up other similar
vehicle.This Bulletproof small troop carrier which can be used as a pilot vehicle / officer
vehicle with security / gateway vehicle which can carry a crack team of six Heavily Armed
Personals to cater any untoward attack to counter. This vehicle is having capacity to
withstand/ protection against Fire of AK47 & SLR 7.62. This Rugged compact armored
vehicle for multi purpose use having firing facility from inside with LMG mount on roof with
hatch & with lot of options i.e. run flat tyre, fuel tank protection, ballistic carpet , GPs and
army fitment etc .

2.10.11 ARMOURED VVIP CAR

Armored VVIP car is developed on Mahindra Scorpio 4 WD suitable for bringing up on

similar SUV. It is an excellent vehicle for vulnerable senior officer/ VIPs use. Protected from
AK 47 rifle it provides safe ride with comfortable interiors. This is having capacity to carry
five members. It can further loaded with lot of options i.e. run flat tyre, fuel tank protection,
ballistic carpet, GPS, LCD, Mobile Charger and army fitment etc. The same can be up graded
up to protection for SLR 7.62mm capacity 7.62mm.

2.11 METALTECH SWOT ANALYSIS:STRENGTH

Early mover Advantage

Established supply chains and dealer networks.

Strong brand names

Good reputation among customers

Cost advantages from Economies of scale.

Muscle power in government policies.

Wider service network.

Better service quality.

WEAKNESS

Lack of in house R&D spending.

Reactive in launching new models

No presence in diesel engine segment which is gives post purchase fuel economy.

Disinvestment policy ambiguity is playing on future strategies

THREAT

Shifts in consumer tastes away from the firm's products.

Emergence of substitute new models by competitors.

Disinvestment process getting slower and decreasing efficiency.

Government decreasing custom duties on second Hand cars.

Tata and Ashok Leyand getting hold in medium size segment.

OPPORTUNITY

New car can be launched.

Battery Cars with low price.

Diesel variants of new cars.

Huge installed capacity can be used for exports from India.

Rising middle class income.

Financing options.

Second hand car sales market.

Auto parts market.

CHAPTER-3 :STUDY OF THE TOPIC :-

3.1 Customer Satisfaction:Customer satisfaction is a term frequently used in marketing. While it's often abbreviated as
CSAT, it is more correct to abbreviate it as CSat. It is a measure of how products and services
supplied by a company meet or surpass customer expectation. Customer satisfaction is
defined as "the number of customers, or percentage of total customers, whose reported
experience

with

firm,

its

products,

or

its

services

(ratings)

exceeds

specified satisfaction goals."

It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. 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.
"Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers' expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability.... These metrics
quantify an important dynamic. When a brand has loyal customers, it gains positive word-ofmouth marketing, which is both free and highly effective."
"In researching satisfaction, firms generally ask customers whether their product or service
has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction.
When customers have high expectations and the reality falls short, they will be disappointed
and will likely rate their experience as less than satisfying. For this reason, a luxury resort, for
example, might receive a lower satisfaction rating than a budget moteleven though its
facilities and service would be deemed superior in 'absolute' terms."

3.2 PURPOSE :"Customer satisfaction provides a leading indicator of consumer purchase intentions and
loyalty." "Customer satisfaction data are among the most frequently collected indicators of
market perceptions. Their principal use is twofold:"

1. "Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positive experience with the company's goods and services."

2. "Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firms customers
will make further purchases in the future. Much research has focused on the
relationship between customer satisfaction and retention. Studies indicate that the
ramifications of satisfaction are most strongly realized at the extremes."
3. Research also shows that a majority of the firms invest in measuring, monitoring, and
disseminating customer satisfaction information; in fact, these authors found that
customer satisfaction research is one of the most widely conducted marketing
research activities in the firms.
4. On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to
become return customers and might even evangelize for the firm. (A second
important metric related to satisfaction is willingness to recommend. This metric is
defined as "The percentage of surveyed customers who indicate that they would
recommend a brand to friends." When a customer is satisfied with a product, he or
she might recommend it to friends, relatives and colleagues. This can be a powerful
marketing advantage.) "Individuals who rate their satisfaction level as '1,' by contrast,
are unlikely to return. Further, they can hurt the firm by making negative comments
about it to prospective customers.

3.3 CONSTRUCTION :"Customer satisfaction is measured at the individual level, but it is almost always reported at
an aggregate level. It can be, and often is, measured along various dimensions. A hotel, for
example, might ask customers to rate their experience with its front desk and check-in

service, with the room, with the amenities in the room, with the restaurants, and so on.
Additionally, in a holistic sense, the hotel might ask about overall satisfaction 'with your
stay.
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.
Finally, all measures captured both affective and cognitive aspects of satisfaction,
independent of their scale anchors. Affective measures capture a consumers attitude
(liking/disliking) towards a product, which can result from any product information or
experience. On the other hand, cognitive element is defined as an appraisal or conclusion on
how the products performance compared against expectations (or exceeded or fell short of
expectations), was useful (or not useful), fit the situation (or did not fit), exceeded the
requirements of the situation (or did not exceed).

3.4 RATIONALE OF THE STUDY:In todays intensely competitive, rapidly changing and highly complex environment
characterize by diminishing customer loyalty, the need to be market focused and customer
centric is more critical than any other time in past. It is highly imperative for every
organization to retain and use valuable information about their customer to enhance their
business strategies and product and service offerings. Today, the key focus area of each
organization is identification of a link between customer satisfaction and performance.
However, satisfaction as the confirmation of expectation has started to be conceptualizing
almost as a threshold for customers. The delivery of satisfaction is the minimum the customer
expects.
After completing the primary formalities for vocational training, the approach followed for
the project was by .having debatable discussion on various topics with the project guide, and
keeping in mind the total time duration 8 weeks, the project title Study of the Customer
satisfaction for Metaltech automobiles Gurgaon was decided. Primarily, the researcher was
given idea about this project at METALTECH automobiles. After having very basic

understanding about its objective and its importance in the organization, helped in
understanding the project better so as to make platform for analysis.
The objective behind making this project is to have the knowledge of the practices of
METALTECH Services by the Marketing Department. The benefits of product quality, safety
and cost consciousness have been fused and filliped in order to present the Indian populace
with cars.
The extreme relevance of our brands in the Indian automobiles arena, in beat with the
lifestyles and desires of our changing nation has made us the market favourites, for over two
decades. Gaining ground from strength to strength, we are inspirited now more than ever,to
push boundaries and conquer new horizons.

CHAPTER-4:Research Methodology:4.1 Meaning:The type of decision and specification of a work or taste is as important as its target and
achievement.
The study aimed to provide the comparative account regarding the total models of Metaltech
products in the market. I found out the position and condition of selected models and various
things. For this project survey, I made the questionnaire and collected data from the journals,
internet, and magazines.

4.2 Research:Research can also be defined as scientific and systematic search to time information for
specific topic.

4.3 Problem Identification:Define the problem chosen for investigation such as-:
(a) Analysis of after sales- services
(b) Analysis the level of customer satisfaction.
(c) Market share of different brands etc.

4.4 NEED FOR THE STUDY:1. The deeper the company understands of consumers needs and
satisfaction, the earlier the product or service is introduced ahead of
competition, the greater the expected contribution margin. Hence
the study is very important.
2. This study will help companies to customize the service and
product, according to the consumers need.

3. This study will also help the companies to understand the

experience and expectations of the existing customers.

4.5 SCOPE OF THE STUDY:This study is limited to the consumers with in Gurgaon, New Delhi and
NCR Haryana city. The study will be able to reveal the preferences, needs,
satisfaction of the customers regarding the banking services, It also help
banks to know whether the existing products or services the are offering
are really satisfying the customers needs.

4.6 OBJECTIVE OF THE STUDY:-

To access the degree of satisfaction of the consumers

To have an insight into the attitudes and behaviors of customers.
To find out the differences among perceived service and
expected service.
To produce an executive service report to upgrade service
characteristics.
To understand consumers preferences.

4.7 Research design:Research design is the basic framework which provides guidelines for data collection and
data analysis the researcher especially pin point that to carryout research properly.
1) How the data would be collected.

2) Which instrument for data collection would be used?

3) What sampling plan would be used
The data collection methods are basically of these types- observation, experimentation and
survey. I used the survey method of data collection because in the Market Research method I
can gather a wide range of valuable information on behavior of consumers for product.
Sources of information: Primary & secondary Data.

4.8 Primary data:Primary data is that which data collect in new by primary sources.

Questionnaire

Email feedback

Telephone

I used the survey method frank questionnaire with general face-to-face interaction and email
feedback of consumers.

4.9 Secondary data:I collected the secondary data from:

Magazines

Journals

Internet

Annual Reports

4.10 Sample size:

Sampling plan is to decide the population for study. My total sampling for research is 100 fr
om different areas of Gurgaon and Delhi NCR.

4.11 METHOD OF DATA COLLECTION:-

To know the response, the researcher used questionnaire method. It has been designed as a
primary research instrument. Questionnaires were distributed to respondents and they were
asked to answer the questions given in the questionnaire.

The questionnaires were used as an instrumentation technique, because it is an important

method of data collection. The success of the questionnaire method in collecting the
information depends largely on proper drafting. So in the present study questions were
arranged and interconnected logically. The structured questionnaire will reduce both
interviewers and interpreters bias.
Further, coding and analysis was done for each questions response to reach into findings,
suggestions and finally to the conclusion about the topic.

4.12 Tools for data collection:Sampling technique: The methodology adopted to collect the primary data was interview
schedule, which includes a structured questionnaire to be given to the respondents, the
respondents would be guided by the interviewer to fill the questionnaire and direct
observation method was also adopted
Sample: Sample denotes only a part of the universe which is studied .
Sample Size: Size of the sample means the number of sampling units selected from the
population for the investigation

Analysis Techniques: These have been used to obtain findings and arrange information in a
logical sequence from the raw data collected. The tools that are used for analysis are
Charts, Percentage etc.

4.13 RESEARCH PROCESS :-

4.14 TYPES OF RESEARCH

Along with this there may be 3 type of research methodology these are :They are

Exploratory Research

Descriptive Research

Casual Research

My research is based on the exploratory research.

Exploratory Research

The objective of this research is to gather preliminary information that will help us to define
the problem and to suggest any hypothesis.
Which means first we have to define the problem and research objective? Then we have to
develop the research plan for collecting information. Now after collection data we have to
interpret those data for any suggestions.

4.15 Tools for Data Anaylsis:Analysis of data is a process of inspecting, cleaning, transforming, and modelling, data with
the goal of discovering useful information, suggesting conclusions, and supporting decisison
making.
There are different tools for the data analysis like the bar graphs, pie charts, line graph,
bubble, radar etc.

1. I have analyzed the information through questionnaire

2. I have used different pie charts for the presentataion of the data which I have collected
during my survey.

CHAPTER-5:Analysis and Interpretation:Q1 Delivery of vehicles on time ?

(table no. 5.1.1)

Scale of Measurement
Excellent
Good
Average
Unacceptable
Total

No. of customers
32
28
26
14
100
(figure no.5.1.1)

Number of Customers
Excellent
Good
Average
Unacceptable

Interpretation:It was found that out of the total number of customers the 32 found the delivery of vechile
Excellent . 28 of them said that the delivery of the vechile was good , 26 of them said that the
delivery was average and the remaining 14 found it unacceptable. Overall it was found that
the customers are highly satisfied with the delivery services.

Q2 Availability of the spare parts for the services ?

(table 5.1.2)
Scale of Measurement

No. of customers

Excellent

34

Good

25

Average

31

unacceptable

10

Total

100

(table 5.1.2)

Number of Customers

Excellent
Good
Average
Unacceptable

Interpretation:It was found that out of the total number of customers the 34 found the availability of spare
parts Excellent. 25 of them said that the availability of spare parts was good , 31 of them said
that the availability of spare parts was average and the remaining 10 found it unacceptable.
Overall it was found that the customers are highly satisfied with the availability of spare
parts.

Q3 How much time is taken to repair the vechile by service stations?

(table no. 5.1.3)

Scale of Measurement

No. of customers

Excellent

14

Good

32

Average

37

Unacceptable

10

Total

100

(figure no. 5.1.3)

Number of Customers

Excellent
Good
Average
Unacceptable

Interpretation:It was found that out of the total number of customers the 14 found the service of their
vechiles Excellent by the service stations. 32 of them said that the services by the service
stations was good , 37 of them said that the services by the services station was average and
the remaining 10 found it unacceptable. Overall it was found that the customers are satisfied
with the services of the services stations.

Q4 Behaviour of staff during servicing the vechile?

(table no. 5.1.4)
Scale of Measurement
Excellent
Good
Average
Unacceptable

No. of customers
14
32
37
17

Total

100

(table no. 5.1.4)

Number of customers

Excellent
Good
Average
Unacceptable

Interpretation:It was found that out of the total number of customers the 14 found the behaviour of the
workers Excellent. 32 of them said that the behaviour was good , 37 of them said that the
behaviour was average and the remaining 17 found it unacceptable. Overall it was found that
the customers are satisfied with the behaviour of the workers.

Q5 Ability of staff to understand problem with vechile?

(table no. 5.1.5)
Scale of Measurement

No. of customers

Excellent

27

Good

42

Average

18

Unacceptable

13

Total

100

(figure no. 5.1.5)

Number of customers

Excellent
Good
Average
Unacceptable

Interpretation:It was found that out of the total number of customers the 27 found the workers intelligence
Excellent. 42 of them said that the workers intelligence was good , 18 of them said that the
workers intelligence was average and the remaining 13 found it unacceptable. Overall it was
found that the customers are highly satisfied with intelligence of the workers.

Q6 Work done at delivery and details of expenses?

(table no. 5.1.6)
Scale of Measurement

No. of customers

Excellent

26

Good

37

Average

18

Unacceptable

13

Total

100

(figure no. 5.1.6)

Number of customers

Excellent
Good
Average
Unacceptable

Interpretation:It was found that out of the total number of customers the 26 found the work done and cost of
service Excellent. 37 of them said that the work done was good , 18 of them said that the
work done at workshop was average and the remaining 13 found it unacceptable. Overall it
was found that the customers are highly satisfied with work done at delivery and cost of
service.

Q7 Get up of vechile and its cleanness?

(table no. 5.1.7)

Scale of Measurement

No. of customers

Excellent

53

Good

35

Average

11

Unacceptable

01

Total

100

(figure no. 5.1.7)

Number of customers

Excellent
Good
Average
Unacceptable

Interpretation:It was found that out of the total number of customers the 53 found getup of the vechile
Excellent. 35 of them said that the getup was good , 11 of them said that the getup was
average and only 1 found it unacceptable. Overall it was found that the customers are highly
satisfied with the getup and cleanness of the vechile.

Q8 Mode of payment?

(table no. 5.1.8)

Scale of Measurement

No. of customers

Excellent

27

Good

32

Average

31

unacceptable

20

Total

100

(figure no. 5.1.8)

Number of customers

Excellent
Good
Average
Unacceptable

Interpretation:It was found that out of the total number of customers the 27 found mode of payment for
services is Excellent. 32 of them said that the mode of payment was good, 31 of them said
that the mode of payment service was average and 20 found it unacceptable. Overall it was
found that the customers are satisfied with the mode of payments for services.

Q9 All the necessary repairs done?

(table no. 5.1.9)
Scale of Measurement

No. of customers

Excellent

62

Good

21

Average

09

unacceptable

08

Total

100

(figure no.5.1.9)

Number of customers

Excellent
Good
Average
Unacceptable

Interpretation:It was found that out of the total number of customers the 62 found repairs at services is
Excellent. 21 of them said that the repairs was good, 09 of them said that the repair service
was average and 08 found it unacceptable. Overall it was found that the customers are highly
satisfied with the repair services at the workshop.

Q10 What kind of feedback is asked from you after services?

(table no. 5.1.10)
Scale of Measurement

No. of customers

Excellent

41

Good

33

Average

18

unacceptable

08

Total

100

(figure no. 5.1.10)

Number of customers

Excellent
Good
Average
Unacceptable

Interpretation:It was found that out of the total number of customers the 41 found feedback after services is
Excellent. 33 of them said that the feedback after services was good, 18 of them said that the
feedback service was average and 08 found it unacceptable. Overall it was found that the
customers are not very satisfied with the feedback about the services.

Q11 Facility of service and maintenance?

(table no. 5.1.11)
Scale of Measurement

No. of customers

Excellent

27

Good

39

Average

21

unacceptable

13

Total

100

(figure no.5.1.11)

Number of customers

Excellent
Good
Average
Unacceptable

Interpretation:It was found that out of the total number of customers the 27 saysfacilities at the service
station is Excellent. 39 of them said that the facilities are good, 21 of them said that the
facilities are average and 13 found it unacceptable. Overall it was found that the customers
are highly satisfied with the facilities at the service station.

Q12 After service whether the information has been collected from you?
(table no. 5.1.12)
Scale of Measurement

No. of customers

Excellent

12

Good

22

Average

38

unacceptable

28

Total

100

(figure no. 5.1.12)

Number of customers

Excellecnt
Good
Average
Unacceptable

Interpretation:It was found that out of the total number of customers the 12 said feedback collection system
is Excellent. 22 of them said that the feedback collection system is good, 38 of them said that

the feedback system is average and 28 found it unacceptable. Overall it was found that the
customers are satisfied with the feedback system after services.

Q13 What did they informed you after services?

(table no.5.1.13)
Scale of Measurement

No. of customers

Excellent

10

Good

26

Average

33

unacceptable

43

Total

100

(figure no. 5.1.13)

Number of customers

Excellent
Good
Average
Unacceptable

Interpretation:It was found that out of the total number of customers the 10 said information provided after
services is Excellent. 33 of them said that the information provided is good, 26 of them said
that the information provided is average and 43 found it unacceptable. Overall it was found
that the customers are not very satisfied with the information provided after the services.

Q14 Rules of service change?

(table no.5.1.14)

Scale of Measurement

No. of customers

Excellent

07

Good

12

Average

23

unacceptable

43

Total

100

(figure no.5.1.14)

Number of customers

Excellent
Good
Average
Unacceptable

Interpretation:It is found that out of the total number of customers the 7 says information provided for
service rules change is Excellent. 12 of them said that the information provided for rules
change is good, 23 of them said that the information provided for rules change is average and
43 found it unacceptable. Overall it was found that the customers are not very satisfied with
the information provided for the change in rules.

Q15 Please describe the whole mode of the service centre work?

(table no. 5.1.15)

Scale of Measurement
Excellent
Good
Average
unacceptable

No. of customers
32
26
30
22

Total

100

(figure no. 5.1.15)

Number of customers

Excellent
Good
Average
Unacceptable

Interpretation:It was found that out of the total number of customers the 32 said that whole mode of service
centre work was Excellent. 26 of them said that the whole mode of service centre is good, 30
of them said that the whole mode of service is average and 22 found it unacceptable. Overall
it was found that the customers are highly satisfied with the whole mode of service centre.

Q16 As per your satisfaction would you like to suggest any one about our
workshop for the service?
(table no. 5.1.16)
Measurement of scale

No. of customers

Yes

41

No

19

Maybe

38

Never

02

Total

100

(figure no. 5.1.16)

Number of customers

Yes
No
Maybe
Never

Interpretation:It was found that out of the total number of customers the 41 said that they will tell others
about the workshop. 19 of them said that they will not tell about the workshop, 38 of them
says that they maybe tell others about the workshop and 2 of them says that they will never
tell about the workshop. Overall it was found that the customers are satisfied with the
services of the workshop and they will recommend others to use the services provided by the
workshop.

CHAPTER-6:Findings and Conclusions:6.1 Findings: While other people give emphasis to the after sale services the Metaltech give
importance to both services and customer satisfaction. Quality and other features are
also a trait for the buyers.
There is large no of customers are satisfied with the performance of the services
centers and the workers, data is concerned with those customers who are the existing
customers of Metaltech and data is also concerned with new customers.
Servicing comes in after sales services; dealer provides these services to customers so
it is necessary for the dealer to provide the vehicle at promised time because it makes
the relationship better with the customers.
There should be good relation between customer and dealer because it helps to
increase the sales of company and also helps to satisfy the needs and wants of the
customers.
There is important to know that after sales services of the company shows the
customers satisfaction .
Time to time feedback should be taken from the customers about the services and
performance of the workers at the workshops.

6.2 CONCULSIONS:1. After analyzing the questionnaire and studying the facts available in the magazines. I
can conclude that there is no controversy to tell that Metaltech is still the undisputed
company in the automobile market. But the times are now coming, consumers
perceptions are also changing at a great pace.

2. In the market share of Metaltechin the automobile sector, there is a great contribution
of Mahindra motors pvt.ltd . But trends have changed now.

3. After coming of Ashok Leyand and Tata, people have a good choice due to changing
needs and demands of general people. They bring new concept in cars regularly. It
provides good quality in various aspects.
4. As being the oldest company Metaltech have good market share in Automobile
sector.but if we consider the age factor we find that other companies improved their
position in four wheeler market and also providing better after sale services to their
customers.
5. Metaltech have a good market share in lower income group. Because, the people of
this income group have no choice SARTAJ, PRESTIGE, SUPER, and SAMART are
the popular brand in this segment. Because the four wheeler is a success while the
higher income group is considers four wheeler is a necessary thing to these people but
it also maintain their nature.Metaltech should provide different service station in
various cities for their valued customers.
6. The highest income groups need is different.The cost of maintaincedoesnot matter to
them so, special services should be provided to them. These people prefer, generally
costly, good things according to there prestige.
7. We all know that the productive and endorsements of the four wheeler is quite high,
so it is difficult to maintain their quality of after sale services thus it becomes much
more important for the company to have a step head of its competitor by providing
better after sales services. This can help the company to increase it sales and also to
make a customers brand loyalty.
8. In four wheeler market after sales services works as a advertising tool.so, the
Metaltech should emphasis on that part also.

6.3 Limitations of the study:

It was assumed that the information given by the respondents is authentic and best of
their knowledge.

Some of the view given was completely views by customers as they were in a hurry
and were not considered in the data analysis.

The result of the study is applicable to the survey area only.

Time is also one of the important limitations.
Dull process and unwilling respondent also affect the result of the study.

CHAPTER-9:SUGGESTIONS:1.
2.
3.
4.
5.
6.

There should be more efficient planning for satisfying customer needs.

Attractive offers should be given time to time, to increase customers interests
There should be easy process of car servicing.
There should be more staff having experience of automobile sector.
The workers at the station should have good knowledge.
The mode of payment should be easy so that customers can feel convenient while

making the payment.

7. Metaltech should provide spare parts in the local market so that the customers can
buy them from anywhere and they dont have to visit the workshop.
8. Time to time feedback should be taken from the customers not only after the sales
but also the services of the products.
9. Customers should be updated regularly about the rules changed by the Metaltech
for the services provided at the workshops.

CHAPTER-8:BIBLIOGRAPHY:-

In order to prepare my research project report, I have gone through these books & magazines:

Philip Kotler
: Marketing Management
RamanujMazoomdar : Product Management in India
News Papers
Business Today
www.autocarindia.com
www.metaltechmotors.com/

CHAPTER-9:APPENDIX:-