EXECUTIVE SUMMARY

The study was conducted to know the customer satisfaction level and its effectiveness towards
JK TYRES Mysuru. This study helps the company to realize the factors which affect customer
satisfaction and also to bring out the opinions of customers and consumer. Finally, the study
draws inferences from the findings, which help the company to formulate relevant strategies to
better understand the satisfaction level of each customer.

By understanding the customer satisfaction and its effectiveness the

organization can come up with various strategies that full fill the customer satisfaction to have an
idea about to creating the new plans to satisfied the customer. The system and also it effects for
the organization in achieving its goal. The study also helps in formulating new ideas for
developing new strategies.

To fulfill the above said objectives of the study responses were collected from existing
customers. The survey includes a sample size of 50 employees. The responses were obtained by
directly interviewing the respondents using a structured questionnaire.

After the data had been collected through questionnaires, it was tabulated. Question-wise tables,
charts and inferences have been clearly mentioned in the data interpretation part of this report.
Inferences were drawn based on the scores associated with various issues. Interpretation has been
graphically shown in a comprehensive manner for effective understanding.

Through this study the researcher has identified that most of the respondents are satisfied with
the current price, quality, services ETC. from the JK tyres. The satisfaction level of customer
hole system and some of the respondents have the problem of their demands and wants So, the
organization need to face on it.

Page 1

CHAPTER 1
INTRODUCTION

Page 2

1.1 INTRODUCTION ABOUT THE INTERNSHIP

The internship program is intended to offer students involved in a groundinformation with an
chance to part their visions, to discover the links between students' theoreticalgroundwork and
their field work, and to assist members in emerging and resounding out the major
investigationscheme which will serve to conclude their placement experience.
The programs as been conducted at JK TYRE which is a tyre manufacturing company. This
study made helpful for the company to make their decision during investments in build a
awareness through varies promotions and also while considering the attributes which leads to
customer satisfaction
To conclude this project as given me practical experience in study of organization.it was a great
experience working, where I learn many things about functioning of an organization in
accordance with the present market trends.

The internship programs as provided with us

An opportunity to put onhypotheticalthoughts in actuallifespancircumstances at the work
place.
Sensitivity to the shades of businessphilosophy and acquaint them by the businesscipher
of performance.
An opportunity to improveterritoryinformation and offer cross purposeful skills.

1.2 TOPIC CHOOSEN FOR THE STUDY

A STUDY ON CUSTOMER SATISFICATION TOWARDS
JK TYRESLtd MYSURU

1.3STATEMENT OF PROBLEM
The problem is lack of information about what the buyerrequirements in term of products, price,
brand, place, and promotion. To discover the issues confronted by the clients and to know the
new range change with the assistance of client feedback. Through this venture, the deals and
operations supervisor need know the post deals administration execution and criticisms of the
purchases.

Page 3

1.4PURPOSES OF THE LEARNING

To identify the buyerfulfillment level towards JK TYRES in

mysurucity.
To know the attributes which creates customer satisfaction about
JK TYRES in mysuru city?
To study about JK TYRES care center in mysuru city.
Strategies adopted by JK TYRES to build customer loyalty

1.5SCOPE OF THE STUDY

The learning is virginallycentered on the server lead in mysuru city and has absorbed on
customer.
The learning includes the dataaround the attentionusual which

might vary

condition&wherever the defendantsmight not be clever to give essential and exact

information
1.6LITERATURE REVIEW
Alicia barosso (2007)
The study on increasing sales of new products is frequentlycredited to buyerBecomingupto-datearound the reality of the product. Publicity can hurry this buyerbuyingchoice is
identified using a separateprimeidealthroughdifference in the prime set. According to the
infodispersal of the freshgoods. The consequencespropose that publicity significantly
improve the info of freshgoods and that firm revenue into account in their
publicityjudgment

this

dynamic

forces.

The

approximationsdisplay

that

publicitydecreases the three year it incomes for the infodistribution of a fresh goods to
half as long. theconclusion of publicity on awareness is dynamic and that accounting for
it is critical in explain the progression of goods sales over its life rotation.

Page 4

Gerard Llobet (2011),

Buildingbuyerfulfillment is a self-justifyingpolicy and the social objective for protection
is buyer loyalty (fornell, 1992). Fornellconversed that buyerfulfillment will be in
influenced if the demand and supply are dissimilar. Fulfillment will be little when the
buyer demand is heterogeneous and the supply is similar. To recallbuyer, interchanging
barrier and buyerfulfillment are the two basic methods which needed to be satisfied.
Interchanging barriers make it costly for buyer to change to participants and buyer
fulfillment.
Muhannad M.A Abdallat and Hesham EI-Sayed EI-Emam
The concept of buyerfulfillment as involved much care in recent years.Association that
right to examine this ideawould begin with anminimizing of several buyer fulfillment
models. Such copies clarify severalmodels about buyer fulfillment, making investigation
and study in this topic more focused and less waste full of research resources. Macromodels of buyer satisfaction concepts the place of customer fulfillmentamongst a set or
related theory in marketing research. Micro-models of buyer fulfillment ideas the
elements of customer satisfaction.(WILLARD HOM).

JOAN l. Giese and Joseph A. Cote, 2002

By a timesparticulartopic of strength of character and limited period The
examinermustchoice the idea of strength of charactermaximumrelated for
examinerinquiries and recognize the probableperiod of the summery answer.
Heading for towards important aspects of a manufactured goods acquisition or
consumption the examinermustwithout doubt the focus of interest created on the
managerial or examination question there face.

A survey was made on attributes of customer satisfaction and the results of the
examinationpresented that on average buyer attach high significance to all he
facilityqualitiesrecognized in severalexamination. How ever customers level of
scarification is reasonable for most of the qualities, excepting office environment,

Page 5

converts of bill payment procedures and customer care. More over are
normallylesser than purchaser service related qualities, involving that the scope
for development lies in addressing to the practical quality lengths for our facility.
Josses Mugabi and SamalieMutuwa, 2009
Basic and operative base line customer satisfactionexaminationpackagewouldmotivation
on calculating customer responses. Exactly how well does your company transportation
on the dangerous success issues and capacities of the commercial as support by the
buyer? For example, is yours examinationswift and is your man courteous? How
receptive&accepting of the buyers problem are your representatives? The answers of
company presentationmust be examined both with all your buyers as well as key
sections.

1.7RESEARCH METHOD
SOURCES OF DATA

PRIMARY DATA:The primary documentswascomposedon or after the

uniquebasis by examination is called primary data.

SECONDARY DATA: In means documents that are previouslyexisting. If raises

to the documents which have previouslypresence collected and examined by
somebody else. The documents was collected from the website and papers.

Sampling method
Simple random sampling method is used in this research

Sampling size: 50 customers

1.8 LIMITATIONS OF STUDY

The study is confined only to the customers if mysuru city.

Time constraint.
Due to time constraint,this study is limited to a small project reporter

Page 6

This study is limited to only general factors influencing purchasing of tyres not specific
factors like social, personal, psychological, culture, etc.
The project is open for further improvement of the work.

CHAPTER 2
INDUSTRY PROFILE AND
COMPANY PROFILE

Page 7

2.1 INDUSTRY PROFILE:

The Rubber Industry in the world made its beginning in 1887. It was because
of the invention of the prosing of the rubber, vulcanization by Charles Goodyear. The
growth of the industry however received a good boost by century end when john
Boyd Dunlop prospered in creating of vulcanized vulcanized rubbertyres into expandable
inflatabletyres. From the time when then the tyreproduction has continued to be a major section.
Foam rubberproduction all over the world. Even in India, automobile tyre and tubes account
for a main part of India rubber manufactured goodsproduction.

2.2 THE HISTORY OF THE TYRE MANUFACTURING:

The following records the expansion of the tyre as we know it today.
R.W. Thomson created and patented the InflatedTyre in 1845. His 1ststrategy
used aamount of thin inflated tubes confidential a leather cover. This planreally had its
rewardsfinishedfutureplans. It would revenueextra than 1 hole to deflate the
entiretyre, and changing the gravitiesmight after the drivecircumstances.
It remainedpending the dawn 19th century, 1888 to be specific, that John
Boyd Dunlop created the rubber InflatedTyre. Even though these technical
innovations the solid India rubbertyrecontinuous to be the leadingtyre and it existed not
until 1889 that the Pneumatic tyre caught on.
Dunlop first publicized his tyres in 12th month of the year 1888 in The Irish Cyclist, and in
May of the behind year had its 1sthaltcomplete. A Belfast cycle Race
was won on Pneumatic rubber tyres and by now the community was initial to take note.
Unluckily the uniquetyre has its negatives. The internal tube was problematic to
get at for the reason that the tyre was fixed to the wheel. In 1890 CK Welsh original the plan
of a wheel rim and external cover with inextensible lip. By now we had the basics for
todays tyre. Over the year the tyre has technologically advanced into todays high technology
assistances. 2 of the greatest important mechanicalgrowthsconsist of Michelins
making of a radial tyre, with its vastly bigger grip, in 1948, and the
enlargements when Dunlop did away with the internal tube on car tyres in 1972.
Periodtakes
given
motorizedmanufacturingtyres the ability of severaldissimilar
requests. This series from high speedinesscompeting, tyres to supply a relaxed ride,
have a relation puncture resistance, and wear out and operationalpresentation. The
position of a tyre must not be taken for decided. After all tyre is the only fact of
interaction with the road.

Page 8

The tyre industry has changed from the additionalsimple play to the more
stylish radial. Nylon cords that import smallweightiness and extrastrong point, to
the tyres have also exchanged cotton ply. This production is powerfully linked to the
automobile sector. This production is also driven by farming activities that take place
in the area, as these 2 have an impact on the transportationdivision.
2.3 History of the Indian tyre industry could be classified into 4 periods:

1920 to 1935 {multinational trading in tyre}

1935 to 1690 {multinationals manufacturing era}
1961 to 1974 {broadening of production base}

Trading tyres in India was first started in 1920 by Firestone, forward by Good
year in 1922 and later Dunlop in 1926. Dunlop setup the first tyre at saharganj,
West Bengal, in the year 1936. Firestone setup a factory at Mumbai. At present there
are 20 licensed companies and 24 factories with 11 large companies manufacturing
the full range of tyres and tubes. The Indian tyre companies are having large collaboration
with tyre companies of U.S.A, U.K., West Germany and Japan. Significant changes
occurred in the tyre manufacturing process, changeover from rayon to nylon and
introduction of radial tyres of both steel belt and fibre glass are most important. The
hot cure conventional rethreading process is replaced with cold cure rethreading
process. The truck and bus tyre mileage and load carriage capacity has gone up by
25%. The tyre industry is Rs.3500 Crore plus which manufacture tyres for truck and
buses, light trucks, jeeps, cars, tractors trailer, power tillers, scooter, motor cycle,
moped, cycle, earth moving equipments and dumpers, aircraft and special defence
vehicles.
The large tyre unit in India Apollo, Bombay tyre International, ceat, Madras
Rubber Factory (MRF), Dunlop, Goodyear, JKtyre, Birla Tyre, & Vikrant tyre etc.
The company that manufacture tyres for primarily for the two wheeler are TVS
Srichakar, Falcon Metro Tyres, Ceat MRF, Stallion and S.Kumars.
The tubes are manufactured from natural rubber as well as imported butyl
rubber. Tyre inner tubes are covered under packaged commodities act. The
Government for the tyre industry setup various committees. Way back in 1955, the
tariff commission was setup. The major trust of the commission report was the
decentralization of the tyre industry.
Between 1975 and 1985 the Government referred to Bureau of industry cost
and price {BICP} five timers for cost and price study of tyre industry. But, the studies
of the BICP were not made public. In May 1974 the Government setup a committee
on tyre industry with Mr. M. Satyapal as chairman. This committee submitted its
report to the government in 1985. Report has not been published.

Page 9

Dunlop, MRF, Ceat, Apollo and Modi rubber dominates the industry together
accounting for much as 60% of the total output. Among individual companies, MRF
is moving into aircraft tyre manufacturing in collaboration with Uni, Royal Goodrich.
The total capacity of ceat has gone up to 45 lacks tyres with the commence of walaj
plant and has plans to manufacture nylon cord tyres. Modi rubber industry has the
modipuram plant and modinagar plant is under implementation. Vikrant tyres with a
new all steel radial tyre plant for trucks and buses is the only company modernizing
the existing plant and manufacturing new technological tyres of international
standards and acceptability, Indian tyre industry is all set to capture a major share in
export market and increases its share of export to various countries. The tyre industry
is a raw material concentratedproduction. Raw resources account for about 55% of the total
production cost. Two of the four major raw materials used in the tyre making i.e.
Nylon tyre cord and synthetic rubber to natural petroleum based derivatives.
2.4 FEATURE OF THE TYRE INDUSTRY:

Large distribution network.

Demand is cyclical nature.
Technological intensive.
Rising cost of raw materials.

2.5 FUNCTIONS OF THE TYRE:

Tyre provides steering response.

Durable and easy to drive.
Has loan carrying capacity.
Provides cushioning ability.
Cooler running and gives more mileage.
Having a minimum noise and vibration

2.6 COMPARATIVE FUNDAMENTAL ANALYSIS:

Major players in Indian tyre industry

Company

Year of commencement

Dunlop

1926

Good year

1942

CEAT

1960

Page
10

MRF

1946

Apollo

1975

2.7 MAJOUR APPREHENSIONS OF INDIAN TYRE INDUSTY:

Radicalization in commercial vehicle segment.

Used tyres.
Raw materials of Tyre industry.
Automotive industry standards (safety standards).
Government care for encouraging made in India product for Tyres.

2.8 INPUTS FOR TYRE PRODUCTION INDUSTRY:

The major raw materials are:

1. Natural rubber
25%
2. Synthetic rubber
14%
3. Carbon block
13%
4. Nylon tyre cord/yarn (fabric)
34%
5. (Remaining share of raw materials of 14% approx. is accounted by
rubber
Chemicals)

INDIAN TYRE PRODUCTION INDUSTRY A PROFILE

No. of Tyrebusinesses 39.

No. of Tyre branch 60.
Revenue (Est.) Rs. 43,000 Crores /US$ 7.7 billon.
Distributes Rs. 4800 Crores / US$ 770 million.
Industry Attention 10 large tyre companies account for 95% of industry revenue (in
tonnage / value terms)
Growing at 9 10% annually.

2.9 GLOBAL TYRE INDUSTRY

700 tyre companies in the world

Sales top 75 cos.- US$ 92 million
Top 10 cos.
- 80%
Page
11

Chinese cos.
- 4.5%
Indian cos.
- 2.5%
21 Chinese tyre co. include in worlds 75 largest tyre companies; combined
turnover of $ 9.5 billion, amounts to 10% of global business.
US dept. of transportation data 160 tyre units in china DOT code for new
production for selling tyre in the US.
Over last years, chinas top 40 companies have invested billions of dollars to
acquire most modern machinery.
Top 10 tyre companies in the world
Bridgestone, Michelin, Goodyear, Somitomo, Pirelli, Hankook, Yokohama,
Maxis international, Hang zhouzhongce, Cooper tire & rubber co.
Derived demand product = automobile dependent = boom in automobile
industry drivers the impressive growth in tyre industry.
Raw material &labour intensive; High turnover, low profit margin @ 2 to 3%
Dependent on NR, steel, crude oil price rises; cause big cost push pressure on
manufacturers.
Indian tyrebusinesses also surveysairreplaceableguaranteestructure whereby Prorata adjustment is given for developed defects through dealers.
Exports to over 65 countries World-wide.
Indian tyre production industry delivers the vital link in program of
publicgentleman (through trucks and public transport) and product (through
trucks and LCVs etc.)
Indian tyremanufacturingdelivers direct and indirect service to closely 1 million
publics.

Page
12

2.10COMPANY PROFIL:

The corporation was integrated as a private Ltd,business in West Bengal in fourteenth, 02- 1951.
Until thirty-first March 1970, The company was involved in the handlingorganization business.
Later the company absolute to carry outindustrializedevents &found a message of intent in 021972 for the production of automobile tyres& tubes.
The message of resolved was renewed into anmanufacturinglicence in 02-1974 for the
production of 4 lakh nos. each automobile tyre and tubes in every year. The company was
changed into a private Ltd, company on 1-04 1974. The businessplan was encouraged by Straw
Products limited and J.K. Synthetics Limited.
The company arrived into mechanicalteamwork with Universal Tyre International Co., U.S.A.,
(Aadditional of Universal Tyre& Rubber Co., U.S.A.) for mechanical facilities for a period of
five years and sales arrangement for the source of mechanical know-how, manufacturing and
documents for functioning services (for a time of eight years from 23-08-73).
Below the teamworkpromise, The Company has the right to use on its goods the wording "Made
in teamwork with Universal Tyre International Co., USA"

Page
13

 1982
The company's practicalrelationshipcontract with Universal Tyre International Co., was
changed for aadditional time of five years.
1987
The completeat work resulted in considerableincomesin spite of a fifty one -days boycott
as well as go slow from forth October. The walkout had from the time when then been
resolute and friendlypayment was touched. Struggles were on to presenting
ainnovativeconfiguration in steel belted radial tyres.
1988
Fresh steel radial tyres for Mahendra Gypsy and Tata mobile were presented. The
Company planned to incur anspending of Rs.Three hundred lakhs for connection
ofmodern and stylish R&D tools.
1989
More than a few new arrangements and space of tyres were presentedtogether with a
semi-lug Nylon Truck tyre, all of which were well takes in the market. 1991 - Handeep
Investment, limited, Hidrive Finance Limited., Panchanan Investment Limited & Radial
Finance Limited., J. K. International Limited., Shivdham Properties Limidet& J.K. Asia
Pacific limitedaredivisions of the Company.
1992
The J.K. International separationextended its events by inaugural its office in Moscow
moreoverbeginning Company's subsidiaries in U.K. &Honkong. The radial tyres for
tractors and corporate launched in the past year were well received.
1993
Introducing radial tyres `Brute' and `Ultima' were existing. The Company was in the
progression of developed steel belted radial tyres for the valued cars in the Mercedes
Benz, Peugeot, Daewoo race and Opel Astra. A fresharrangementestablished for
automobile `PE-T8' was well received in the market.
1994
The company retained its step of development, in the face of steep rise in raw resource
and idea costs and competition. The Company achieved an all round cost discount and
achievedadvancedcapabilityutilization at both the tyrebranchs at Jaykaygram and
Banmore.
- The T-rated Ultimatyres introduced for freshage group cars found its agreed in DCM
Daewoo's `Ceilo'. Also J.K. Steel radial was selected for Mercedes Benz India.
- The Company take on to grow steel radials for GM's `Astra'. PAL's `Peugekot' FIAT's,
`UNO' and M & M's `Ford'.
- The Company introduced a best truck tyre `Jet Trak' - 39 which was presented to meet
the need the heavy-duty load market. The fresh tractor rear tyre `SONA' was well
received in the bazaar.
1996
During this period, a fresh Car tyre "Jet Drive XS", the broadest nylon car tyre for Maruti
800 was presented. Along with fresh semi-lug and heavy weighttyre for trucks, a fresh
lug tyre for wonderful heavy load requests "Jet Trak 39" was also presented. In the Radial
type, "Ultima XR Radial", a terrain tyre was presented. All these goods were well
received in the bazaar.

Page
14

- Both the tyre branchesactivated to full capability. In line with JK tyre, the radials
partpresented, the double contact high power and high presentationAquasonic steel radial
car tyre. The unit also established India's 1 st and only H-rated ultima Xs' particularly for
Mercides - Benz Cars.
2000
The organizationsuggests to lessen its debt by Rs.one twenty five crore in the present
economical from the present level of Rs.Six thirty fivecrore by way of loan repayment.
- The Company and Indian Oil Business have arrived into a marketing agreement for
relating digital air pressure guages and set up deals and services outlets at IOC petrol
stations in the country.
2001
RaghupatiSinghaniamanagement director of J K Industries as been selected the
nineteenth Chairman of AutomativeTyreProducers Association, the representative form
of tyre industry in India.
2002
J.K.Industries Limited has informed BSE that CRISIL has allocated a P1+ rating to the
Profitable Paper function of the business.
2003
J.K. Industries Limited (JKI) has a fresh Marketing Director in Mr Ajay Kapila. Earlier
joining JKI, MrKapila was Eldest Vice-President (Sales and Marketing) at Kinetic
Engineering Limited. He was also Director on board and working head of Kinetic's direct
selling arm-kinetic promotions service area limited.
Bring to an end its completerearrangementworkout of businesses that clues to its start as a
clean automotive tyre company. Along with the de-merger of its non-tyre business, Sugar
and Agri Seeds, into unconnected companies namely JK Sugar Limited and JK AgriGenetics Limited, JKI also bring to an end the merger of Vikrant Tyres Limited
-J.K.Industries
delists
from
Jaipur
Stock
Exchange
-divested its wholly-owned supplementary called J.K. Drugs and Pharmaceuticals
Limited to TEVA Pharmaceuticals of Israel.
2004
JK Industries Limited has educated that its cares are delisted from Delhi Stock Exchange
Association Limited (DSE) w.e.f. 29 jan2004.
2007
JK Industries Limited has educated that the title of the Company has been new from "J K
Industries Limited" to "JK Tyre& Industries Limited" w.e.f. April second, 2007.
- Company name has been changed from JK Industries Ltd to JK Tyre& Industries Ltd.
2008
The company has allotted rights in the ratio of one:3 at a premium of Rs. seventy five Per
Share.
2009
JSL Ltd publicized huge developmentideasbelow which it would set up 1.6 MT Green
belt plant in Orissa due to which its stainless steel manufacturing capability will rise to
about 2.5 MT by March 2014, thus making it the largest producer in India.
- Jsl Limited has informed that consequential upon situation caused by the sad demise of
Sh. A.K. Jain, Company Secretary of the company on January first, 2009, Mr. Sunil

Page
15

Yadav has been selected as Company Secretary of the company w.e.f. January thirteen,
2009. Mr. Sunil Yadav has also been planned as Compliance Officer of the company in
enactment of clause 47(a) of the listing contract.
2010
JSL Limited has educated BSE that the name of the Company have been new from "JSL
Ltd" to "JSL Stainless Ltd". The Administrator of Companies, NCT of Delhi & Haryana
has issued the original certificate of combination dated August sixth, 2010
consequentialupon change of name
- JSL Limited has educated BSE that the Board of Directors of the Company has selected
Mr. Jurgen Hermann Fechter and Mr. James Alistair Kirkland Cochrane as Additional
Directors w.e.f. March ninth, 2010 by passing the resolutionover and done
withmovement.
- JSL Ltd led by Ratan Jindal is successful to setup a Thirty thousand twenty Mw power
plan in the state of Orissa. The company signed a MoU with the Orissa government for
locality up a super dangerous thermal power plan in the state on Thursday. The plant will
be setup with a total investment of Rs. seven thousand three hundrenden seventy
fivecrore.
2011
JSL Stainless symbols power purchase agreement with GRIDCO.
- JSL Stainless Limited has educated BSE that the name of the Company have been
different from "JSL Stainless Ltd" to "Jindal Stainless Ltd" with effect from December
seven, 2011. The Administrator of Companies, NCT of Delhi & Haryana has permitted
its sanction on December seventh, 2011.
2012
The Company has allotted Three lakh sixty four thousand nine seventy two equity shares
of Rs. two/- each to "The Royal Bank of Scotland NV London Division".
2013
Vikrant Tyre branch has earned the "Golden Peacock HR Excellence Award". -JK
Tyrepresentationsancombined brand campaign.
2014
JK Tyreselected as a Fantasticproduct for the year. -SAP ACE award 2014 to JK Tyre. UX1 discussed with the impressive Auto BildConsultant goods of the Year. -JK Tyre&
Industries has distributed its face value from Rs ten/- to two/
-The Registered Office of the Company has been removed from "seven, Council House
Street, Kolkata- 700 001" To "Jaykaygram, PO - Tyre Factory, Kankroli - 313 342,
Rajasthan

Page
16

1
Date of Establishing
Income
Market Cap
Company Address

Organization Details

Corporate Operation
Financials

Company Secretary
Bankers

14-02 1951
898.267 ( USD in Millions )
25652.604588 ( Rs. in Millions )
Jaykaygram,Po
Tyre
Factory,Kankroli-313342,
Rajasthan
www.jktyre.com
Chairperson RaghupatiSinghania
MD VikrampatiSinghania
Directors Arun
K
Bajoria,
VimalBhandari,
KalpataruTripathy,
Wolfgang
Holzbach,
SunandaSinghania, Bakul Jain, Arvind Singh Mewar
Tyres& Allied
Overall Income - Rs. 61399.8 Million ( year ending
Mar 2015)
Net Earnings - Rs. 2533 Million ( year ending Mar 2015)
Pawan Kumar Rustagi
Federal Bank, IDBI Bank, Indian Bank, Punjab National
Bank, State Bank of India, UCO Bank, Corporation Bank,
Bank of India, State Bank of Bikaner & Jaipur

Page
17

2.11MISSION AND VISSION:

Mission

Be a BuyerFixated Company - Buyer 1 st 24x7

No.oneTyreProduct in India
RecordmoneymakingTyre Company in India
Encouraged and Devoted team for quality in presentation
Be a Green Company
Deliver ImprovedPrice to all shareholders
Enhance internationalattendance through Acquisition / JV / Strategic Trusts

Vision
To be among the greatestrespected companies in India, devoted to brilliance

2.12JK TYRES NATIONAL RACING TYRES

The JK TyreCountrywide RacingCompetition also known as JK-NRC is a track

running tournament series comprising of a total of single make series events of open
wheel single seater formula cars and saloon cars in India. This competitionsequence is also
measured to be the moving stone for Indian Racing drivers who want to break into worldwide
motorsports.
Few
drivers
including NarainKarthikeyan, Karun
Chandhokand ArmaanEbrahim have gone on to take part in global events with Formula 1 andA1
Grand Prix and other best racing series around the world.

2.13ACHIVEMENTS AND REWARDS

Merit Award For Outstanding Marketing, 2009.

JK Tyre won the National award for quality in Cost Management, 2009.

CII Energy Organization Award 2009.

CAPEXIL 'Top' Export Award for the year 20082009.
CII Water Organization Award 2009.
Rajasthan Energy Conservation Award-2009.
National Energy Conservation Award-2009.

JK Tyre- Super Brand 2009-10.

Hall of Fame- Golden Steering Wheel 2010.
Page
18

CEO of the Year wise award to Dr. RaghupatiSinghania VC & MD.

JK Tyretakes 'Brand of the Year' Award in 2015.

2.14JK GROUP OF COMPANIES:

J.K. Organization

JK Paper LTD
JK Lakshmi Cement LTD
J.K. Fenner ( India ) Ltd
Umang Dairies LTD
JK Agri-Genetics LTD

JK Risk Managers & Insurance Brokers LTD

Clintrix Research Private LTD

2.15COMPETATION OF JK TYRES:
1. Apollo Tyres
2. MRF
3. CEAT Ltd
4. Dunlop
5. Goodyear
6. Yokohama

2.16Research and improvement:

It has an R&D division, Hari Shankar Singhania Elastomer &TyreExamination Institute
(HASETRI) with headquarters at Kankroli below the director's post of renowned scientist, Dr.
Mukhopadhyay. It has 2 more plants 1 in Faridabad and 1 in Chennai. It is known for its state-ofthe-art Finite Element Method, NVH and tyre-testing skills. This R&D ability is 1 of its kind in
Asia. HASETRI is India's 1st&foremost independent Examination and Testing Center, which
achieves the Nation's need for developing never and better machineries for Elastomer and Tyres.
It is recognized under SIRO (Scientific and Industrial Research Organization) by the Department
of Scientific and Industrial Research (DSIR), Govt. of India. It is also acknowledged by
the Indian Institute of Technology (IITs) & other colleges for registeringforemost to advanced
studies. Apart from the R&D facility there is also a CreationExpansion Cell present in the
Faridabad facility. The Chennai process is a joint initiative of IIT Chennai and JK tyres

Page
19

2.17 PRODUCT/ SERVICE:

The products are sold under different brand names.

1. Truck Tyres:
Jet rib
Vikrant truck king
Star lug
Super T.K
JT king
Hi life
Jet star
Jet truck
Sand cum higway
J T classic
JETRK
Truck plus

Page
20

2.

Light trucks
Jet rib
Star lug
Fleet king
Truck king

3. O.T.R(of the road)

VEM 99 E-3 T/L
VEM 99 E-4 T/T
VEM 99 SS E-4 T/L
EGO4 G2 T/T

4. Tubes
JK tubes
Vikrant tubes
Tube V EX

5. Flaps
Flaps
JK EXP flaps
JK RD flaps

Page
21

2.18 AREA OF OPERATION:

JK TYRES has been popular in beginning its brand name in the worldwide market. It gives
immense pride to india as JK TYRES and Vikrant Tyre has been rated amongst premium
brands in highly sophisticated global tyres markets.

JK TYRES has been popular in launching its brand name in the world market. It gives
immense pride to india as JK TYRES and Vikrant Tyre has been rated amongst premium
brands in highly sophisticated global tyre markets. The exports accounts for over 30% of indias
total tyre export and they sell their products across 60 countries over six continents in whole
world, thus making a leading mark in the industry. In order to meet the growing demand of JK
tyre across the worldwide, the company is enhancing out sourcing activities from china in its
own brand.
Today JK tyre products compete with the best international players in the premium international
bias market in more than 68 countries. The export operate through a strong and distribution
network, and our distribution are fully support for its product in the US> Europe, south America
and middle east.
VTL rxport its products yo over 68 countries. The major countries include united states of
America, australia, united kingdom and newzeland, hongkong and host middle east, African and
Asian countries.

2.19 SEGMENTS

Various segments to which JKIL VTL supplierstyre.

1.
2.
3.
4.
5.

Original equipment manufactures

Replacement market
Export
State transport undertakings
Government { DGS & D civil &defence}

Page
22

Infrastructure and facilities

Mysore plant -1
Mysore plant -2
Kankroli
Banmore

Karnataka
Karnataka
Rajasthan
Madhya Pradesh

2.20 VIKRANT TYRES LIMITED

Vikrant tyres Ltd. {VTL} is located in the area of acres in mysuru. VTL is a most importanttyre
manufacturing company and 1 of the most popular industrial ventures in the state of Karnataka.

In the year 1970 this company was considered as a mutual by the involvement of south Indian
export company pvt Ltd, Chennai with Karnataka state industrial investment and development
corporation Ltd for launching and automobile tyres and tube manufacturing unit athebbal
industrial area in mysuru.

In 1977 the organization was taken over by the government of Karnataka state industrial
investment and development corporation Ltd. The commercial production started from ninetieth
may 1980. During 1985 a plant was setup for manufacturing of radial tyres.

REGISTER OFFICE AT:

VIKRANT HOUSE
NO 54, 1ST MAIN ROAD
V.V MOHALLA,
MYSORE-570001

Page
23

2.21 COMPANY STRUCTUTRE

JK industries limited formerly being public sector unit, is a democratic and well organized
structure in itself. The lower level and functional level managers are consulted and consultation
are analyzed before the top management takes any decision.

Task to be performed are assigned to separate functional heads.

JK industries limited adopted the BPR ( business process re-engineering) concepts, its objects.

2.22 ORAGIZATION STRUCTURE

Trainee

Senior officer/engineer

Deputy manger

Senior deputy manger

Manager

Senior manager

Chief Manager

Deputy GeneralManager

General Manager

Page
24

Senior general manager

Chief GeneralManager

Assistant vice president

Vice president

Directors

President

2.23 COMPETITORS INFORMATION

Competitors for JK tyres in national market and international market.

Indian

Market share in %

International

Market share in %

MRF

33.75

Michelin

15.2

APOLLO

30.00

Bridgestone

14

CEAT

11.25

Good year

10

Page
25

2.24SWOT ANALYSYS OF JK TYRES

Strength

Very huge distribution network

Realisticvalue
Being quality oriented
Operative employee in JK
Cost-cutting of scale due to optimalcapability utilization
Partnership with vikrant,know for their technicaladvantage bringing
performance, economy, durability and comfort.
Strong economiclocations

together

weakness
Less band awareness
Less concern about minor car section

Opportunities

A burgeoning work force rising middle class people

High growingpossible for itsdistributes as demand for JK tyre in Europe increasing.
Strong brand image
Indian clients are primarily value purchaserschallenging a better total package. JK is
poised in a better location than other players in the market to benefit from on this
opportunity

Threats
Entry of fresh players with never and wellequipment in the minor car tyre segment
So many close challengers like Apollo, Birla , car , modi , kaizen etc

Page
26

2.25 FINANCIAL SATEMENT:

Balance Sheet of JK Tyre and Industries

------------------- in Rs. Cr. ------------------Mar '15 Mar '14

Mar '13

Mar '12

Mar '11

12 mths 12 mths

12 mths

12 mths

12 mths

45.36
45.36
0.00
1,046.12
1,091.48
2,171.55
208.83
2,380.38
3,471.86
Mar '15

41.06
41.06
0.00
700.87
741.93
1,954.55
265.62
2,220.17
2,962.10
Mar '13

41.06
41.06
0.00
629.54
670.60
1,396.69
281.35
1,678.04
2,348.64
Mar '12

41.06
41.06
0.00
673.66
714.72
692.77
539.96
1,232.73
1,947.45
Mar '11

12 mths 12 mths

12 mths

12 mths

12 mths

Application Of Funds
Gross Block
Less: Accum. Depreciation
Net Block
Capital Work in Progress
Investments
Inventories
Sundry Debtors
Cash and Bank Balance
Total Current Assets
Loans and Advances
Total CA, Loans & Advances
Current Liabilities
Provisions
Total CL & Provisions
Net Current Assets
Total Assets

4,074.32
1,719.92
2,354.40
697.10
92.62
741.62
1,256.19
100.20
2,098.01
641.83
2,739.84
2,192.76
219.34
2,412.10
327.74
3,471.86

3,850.82
1,577.18
2,273.64
143.32
101.76
765.70
1,186.37
177.78
2,129.85
471.19
2,601.04
1,923.59
139.58
2,063.17
537.87
3,056.59

3,711.64
1,431.26
2,280.38
54.68
97.59
809.80
916.68
94.66
1,821.14
479.49
2,300.63
1,627.63
143.55
1,771.18
529.45
2,962.10

2,773.27
1,330.08
1,443.19
749.20
100.89
661.54
867.36
78.42
1,607.32
427.85
2,035.17
1,874.54
105.27
1,979.81
55.36
2,348.64

2,731.01
1,314.70
1,416.31
192.14
93.56
688.60
708.05
85.11
1,481.76
335.53
1,817.29
1,467.70
104.15
1,571.85
245.44
1,947.45

Contingent Liabilities
Book Value (Rs)

54.35
48.12

701.41
203.62

81.48
180.70

228.69
163.32

490.87
174.07

Sources Of Funds
Total Share Capital
Equity Share Capital
Share Application Money
Reserves
Networth
Secured Loans
Unsecured Loans
Total Debt
Total Liabilities

41.06
41.06
12.37
794.99
848.42
1,985.16
223.01
2,208.17
3,056.59
Mar '14

Page
27

CHAPTER 3
THEORITICAL BACKGROUND OF
THE STUDY

Page
28

3.1 CUSTOMER SATISFACTION

Satisfaction is a somebodysstate of mind of pleasure or dissatisfactionresultant from
relatinggoodspresentation in relating to his or her expectancy.brown explains buyerfulfillment
as The state in which buyer need Wants and expectancyall the way through the goods or
services lifeor met or exceed resultant in repeat pick up, loyalty and advantageous word of
mouth
The meaning of buyer satisfaction has been broadlydisputed as associationmore and moreeffort
to measure it. Customer satisfaction can be knowledgeable in a variability of locations&linked to
both product and services. It is greatlyprivate assessment that is seriously affected by
buyeroutlooks. Fulfillment also is based on the buyersknowledge of both interaction with the
association (the moment of truth as it a called in business literature) and privateresults. Some
investigates define a contented buyer within the public sectors as 1 who receives
importantadded value to his/her bottom line a definition that may happy just as well to private
services.
Buyerfulfillment is aextremelyprivatecalculation that is importantlyprejudiced by singlehope
.some definition are based on the observation that buyer satisfaction or dissatisfaction results
from either the validation or disconfirmation of single expectations as regards a services or goods
to avoid complications stemming from the kaleidoscope of buyer expectation and variances,
some experts huge companies to concentrate on a goal thats more closely linked
buyerimpartiality in its place of asking whether customer are fulfilled, they inspire companies
you regulate how customer hold them responsible.

3.2 WHY ORGANISATION FOCUS TOWARDS ON CUSTOMER SATISFACTION

Businesses guide thebuyer satisfaction in command to determine how to growth their buyer
based, income, wages,, market. Share, customer loyalty and existence. Although largerrevenues
is the driver, exemplary business focus on the buyer happy and see buyer satisfaction as the key
to survival and turnover. Buyer satisfaction in turn hinges on the quality and things of their
capabilities & the product or services they accept.

Page
29

3.3 DELIVERING CUSTOMER VALUE AND SATISFACTION

Consumer value is the bundle of profitsclientsassume from a given goods or service. Total
customer cost is the package of costs customerassumes to incur in calculating, gaining and using
the goods. The value chain is a tool for recognizing ways to create more buyer value ever firm is
a gathering of activities that are completed to plan, market, distribute and provision its good
,customer carried value is diffencence between the total buyer value and total consumer price.

Buyer satisfaction is the level of publics felt state resultant from relating a goods perceived
presentation in relation to the persons anticipation. Thus the fulfillment level is a purpose of the
alteration between perceived presentation and probability .if the performance exceeds the
expectation the consumer is delighted, customer who are just satisfied will find it easy to change
supplier when a better comes along. On the other hand , buyer who are delighted are much ready
to switch as delighted are much ready as creates an sensitive affinity with the band just relational
preferences ,and these create high customer loyalty
The buyers satisfaction are dissatisfaction with the goods will effectfollowing behavior if the
buyer is satisfied ,he or she will exhibit possibility of buying the goods and satisfied buyer will
also tend to say good things about the brands to others.

3.4 SIGNIFICANCE OF CUSTOMER SATISFACTION

The modern business environment characterized by increasing competition and therefore
increasing customer choice due to the trends such as.

Its a principal indicate of buyer repurchase purposes and loyalty

Its a fact of difference
Buyer lifetime value will be increases
It decreasesdamaging word of mouth
It recollect customer than acquire fresh ones

3.5 CUSTOMER RELATIONSHIP MANAGEMENT

CRM as tool was used to generate positive word of mouth, to guidebuyerinvolvements and
generate transfers .A series of CRM events were implemented with regular direct message,
events and buyer satisfaction surveys, festive offers, rewards program, etc

Page
30

3.6 BUYER INFORMATION AND EXPECTATION

Business sector investigatespapers a tough relationship between buyer satisfaction and buyer
expectation customer are satisfied or dissatisfied when their expectation are met or not met. If
residence of vulnerable groups haveincompleteexpectancy for quality buyer services, they may
capability less dissatisfaction with the conduct goods they accept. At the same time ,thesuppliers
of neighbourhood product and services are not encouraged to improve the quality of their brand
for buyer satisfaction is low in part because expectations of and demands for buyer service are
small.
With acceptableinfo, encouragement and mechanism for evaluating the services they receive,
buyersexpectancy and demands can changes. Residents wantsinfo and experiences will rise
their awareness of what constitutes quality services.

If big business and services suppliers do not ask buyer the important questions, clients can ask
themselves and share the information with other consumers.

Are they happy with product/services they received?

Did they get what they wanted?
The service was in a respectful way?
How can services be better-quality?

3.7 WHY IS CUSTOMER SATISFACTION IMPORTANT TODAY

Fairly often the varianceamongst those that basicallysubsist in business & those that thrive is
protectionwell-informed of &regulating to the alwaysalteringboldness &opportunities of the
business place
There was a time when clients were less work and vocal if not completelyhappy when commerce
with a business. This is not the event today. When the selectionsexisting on anywhere and who to
deal with was narrow. The control belonged to the business owner, customer had now here else
to go and therefore buyerfulfillment was not so significant.
Clients are attractive increasingly more challenging. Less tolerant and very critical when not
having their expectancy met. Clients have lots of selection on where and who to deal with. as a
outcome the power has now shifted to the buyer, if they feel you can not satisfy their expectancy
they will simply vote with their feet and deal with somebody who will.
Market-oriented manufacturing and administrationsliving and expire with fulfillment of their
clients and thus view buyersfulfillment as their life line. In these productions, widespread efforts
are made to devicebuyer expectations and feedback to services in aincessant effort to improve,
construct and enlargemarket share. If their buyer are unhappy.Manufacturing know they are

Page
31

unlikely to survive. If their customer are joyful, the use of their goods and services and the like
hood of biggerrevenuesgrowth
Marketing exports maintain thosefulfilledbuyer are critical profitability because they:

Be with the company longer as repeat clients

Depended their relationship with the company
Determinea lesser amount of price indifference
Recommended the companys goods or services to others

Buyersatisfaction is more the present market place than ever past. In the before the business
relished on machinery and goodsinvention for competitive benefit.
With worldwide competition, relentless technical advances and over consolidated. Standardized
chains, companies now battle for differencecompletebuyer service. Big business attitude must
give way to a business attitude where front line contacts treat customers with dignity.

Page
32

CHAPTER 4
DATA ANALYSIS AND
INTERPRETATION

Page
33

The study is about the customer satisfaction towards on JK tyres. It is based on data collection
from both the primary and secondary source. Primary data has been composed with the help of
the structured questionnaires. The sample size of the respondent selected was 50. Questionnaires
was used to collect the response of the respondent interview were also conducted with the
respondents and observation method was also used to have the better idea of the attitude of the
respondents. This survey revealed the following aspects. Gender, age, education qualification has
been tabulated below.
GENDER
Table no :4.1
GENDER

RESPONDENT

PERCENTAGE

MALE

46

92%

FEMALE

8%

TOTAL

50

100

The above table shows that 92% are belongs to male respondents and 8% are female respondents
Chart no: 4.1
GENDER

female
8%

male
92%

From the above diagram we can interpret that popularof defendants belongs to the male category

Page
34

AGE
The age information is being collected to know which age group people uses and have interest in
cars. This information is collected in part A of the questionnaire.
Table no: 4.2
Sl no

Age group

Respondents

Percentage

15-30

19

38%

30-45

21

42%

45-60

10

20%

60 and above

0%

Total

50

100

The above chart shows that clearly 15-30 years age group respondents are 38%, 30-45 age group
respondents are 42%, 45-60 age group respondents are 20% and 60 and above respondents are
0%.
Chart no: 4.2
AGE
60 and above
0%
45-60
20%

15-30
38%

30-45
42%

Here we can interpret that majority of the respondents belongs to the age group of 30-45 years.

Page
35

EDUCATIONAL QUALIFICATION
The educational qualification information is being collected to the qualification of respondents.
This information is collected in part A of the questionnaire.
Table no: 4.3
Sl no

Educational qualification

Respondents

Percentage

SSLC

6%

PUC

12

24%

Graduate

26

52%

Post graduate

18%

Total

50

100

The above table shows that 6%,respondents education is up to SSLC, 24% respondents
education is up to PUC, 52% respondents are GRADUATE, 18% respondents are POST
GRADUATE.
Chart no: 4.3
EDUCATION QUALIFICATION

Post graduate
18%

SSLC
6%

PUC
24%

Graduate
52%

On the basis of above analysis we can interpret that majority of respondents educational
qualification is graduate

Page
36

Why do you prefer J K tyres ?

The information is collected to know why the respondents prefer J K tyres.
Table no: 4.4
Sl no

Particular

Respondents

Percentage

Quality

30

60%

Price

16%

Service

12%

All the above

12%

Total

50

100

The above tabletop shows that 60% of defendants prefer quality, 16% of defendants prefer price,
12% of respondents prefer service and 12% of respondents prefer all the above factors.
Chart no: 4.4
PREFERS OF JKTYRES

Service
12%

All the above

12%

Price
16%

Quality
60%

From the above table we can interpret that majority of respondents prefers quality of J K tyres.

Page
37

How about the qualities of tyres and sales organization service?

This information is collected to know how the quality of tyres and sales organization service
performs
Table no: 4.5
Sl no

Particular

Respondents

Percentage

Good

39

78%

Better

14%

Average

8%

Not good

0%

Total

50

100

The overhead chart shows that 78% of respondents, enhance the quality of tyres are good, 14%
of respondents
Chart no: 4.5

QUALITY OF JK TYRES
Not good
0%
Better
14%

Average
8%

Good
78%

The above diagram shows that popular of defendants enhance the quality of tyres are good.

Page
38

Do you think the quality of JK tyres is consistent?

This information is collected to know the quality of JK tyres.

Table no: 4.6

Sl no

Option

Respondents

Percentage

Yes

47

94%

No

6%

Total

50

100

From the overhead chart it is clear that 94% defendants agreed the quality of tyres is consistent,
6% of respondents disagreed with the quality of consistent of JK tyres.

Chart no: 4.6

QUALITY OF JK TYRES IS CONSISTENT

No
6%

Yes
94%

The above chart reveals that more number respondents agree with quality of JK tyres is
consistent.

Page
39

Are you satisfied with the current price of the JK tyres ?

This information is collected to know the satisfaction of the current price of towards JK tyres

Table: 4.7
Sl.no

particular

Respondents

Percentage

Yes

38

76%

No

12

24%

Total

50

100

From the overhead chart it is clear that 76% of respondent are satisfied with the current price of
JK tyres and remaining 24% of respondents are not satisfied with the current price of JK tyres

Chart no: 4.7

CURRENT PRICE ON JKTYRES

No
24%

Yes
76%

The above chart shows that the maximum number of respondents is satisfied with the current
price of JK tyres.

Page
40

Do you believe that Higher price indicates higher qualities?

This information is collected to know the price and quality of JK tyres.

Table no: 4.8

Sl.no

particular

Respondents

Percentage

Yes

35

70%

No

15

30%

Total

50

100

From the overhead chart it is clear that 70% of defendants are agreed with the price and quality
of JK tyres and 30% of respondents disagreed with the price and quality of JK tyres.

Chart no: 4.8

HIGH PRICE INDICATES HIGHER QUALITY

No
30%

Yes
70%

From the above pie chart we can interpret that maximum respondents are satisfied with the
higher price indicates higher quality.

Page
41

What are the factors which influence you to purchase a JK tyres ?

This information is collected to know which brand of car respondents are planning to buy. This
information is collected in part B of the questionnaire.
Table no: 4.9
Sl.no

Particulars

Respondents

Percentage

Qualities

26

52%

Brand

03

06%

price

18

36%

Durability

00%

All of the above

03

6%

Total

50

100

The overhead chart shows that 52% of defendants are prefer quality to purchase JK tyres, 6% of
respondents are prefer brand while purchasing the JK tyres, 36% of respondents prefer price of
JK tyres, 0% of respondents are wont prefer durability and 6% of respondents are prefer all of
the above while purchasing JK tyres.

Chart no: 4.9

FACTORS INFLUENCE TO PURCHASE JK TYRES
All of the above
Durability 6%
0%
price
36%

Qualities
52%

Brand
6%

Here we can interpret that maximum respondent go with the quality of the JK tyres.
Page
42

What is your opinion about JK tyresservice providing by?

This is information is collected to know the opinion about the service of JK tyres
Table no: 4.10
Sl.no particulars

Respondents

Percentage

Excellent

28

56%

Bad

01

2%

Good

20

40%

Average

01

2%

Total

50

100

From the overhead chart shows that 56% of defendants opinion is excellent, 2% of defendants
opinion is bad, 40% of respondents opinion is good and 2% of respondents opinion is average
towards service of JK tyres.

Chat no: 4.10

OPINION ABOUT JK TYRES PROVIDING SERVICE
Average
2%

Good
40%
Excellent
56%

Bad
2%

From the above chart we can interpret that maximum respondents are opinion excellent service
of JK tyres.

Page
43

How often do you typically use the product?

This information is collected to know how often the respondents use the product.

Table no: 4.11

Sl.no particulars

respondents

Percentage

Once in year

05

10%

Every six month

01

2%

One & half year

40

80%

Others

04

8%

Total

50

100

From the above table shows that 10% of respondents uses once in a year, 2% of respondents uses
every 2 to 3 months, 40% of respondents uses daily and 8% of respondents go with the other
option.

Chat no: 4.11

USES OF PRODUCT PERIOD

Others
8%

Once in year Every 2 to

10%
3 months
2%

Daily
80%

From the above chart we can interpret that maximum respondents are uses the product daily.

Page
44

Do you keep contacting with the customer service about the tyres?
This information is collected to know how respondents are satisfied the contacting with the
customer services on the JK tyres.

Table no: 4.12

SL no

Particular

Respondents

Percentage

Yes

44

88%

No

12%

Total

50

100

From the overhead chart it is clear that 88% of defendants agreed the contacting with the
customer service about JK tyres and 12% of respondents are disagreed about the customer
service level of JK tyres.

Chart no: 4.12

CUSTOMER SERVICE ABOUT THE JK TYRES

No
12%

Yes
88%

From the above chart we can interpret that maximum respondents are accept the level of
contacting customer service is very good from the JK tyres.

Page
45

Based on your passed experience would you like to purchase JK tyres again?
This information is collected to know how respondents passed experience about JK tyres.

Table no: 4.13

Sl no: particular

Respondents

Percentage

Yes

40

80%

No

10

20%

Total

50

100

From the overhead chart it is clear shows that 80% of defendants have good experience about JK
tyres so they ready to go with the JK tyres products and 20% of respondents are dissatisfied
aboutthe passed experience about the JK tyres.

Chart no: 4.13

PAST EXPERIENCE ABOUT THE JKTYRES

No
20%

Yes
80%

From the above chart we can interpret that maximum respondents are accepting there passed
experience has been good so they ready to go with the JK tyres products.

Page
46

Would you recommend this product to your friends about JK tyres ?

This information is collected to know how respondents whether the customers recommend JK
tyres to relatives and friends.
Table no: 4.14
Sl no.

Particular

Respondents

Percentage

Definitely will

33

66%

Probably will

00

00%

Probably will not

12

24%

Definitely will not

05

10%

Total

50

100

From the overhead chart it is clear shows that 66% of defendants will definitely recommend to
others, 0% respondents probably will recommed the product, 24% of respondents probably will
not recommend the product and 10% of respondents definitely will not recommend product.
Chart no: 4.14
RECOMMEND THIS PRODUCT TO YOUR FRIEND
Definitely will
not
10%
Probably will
not
24%
Definitely will
66%

Probably will
0%

From the above chart we can interpret that maximum respondents are will definitely recommend
the product to others.

Page
47

Rate your satisfaction level with the new radial tyres ?

This information is collected to know what is the satisfaction level of new radial tyres.
Table no: 4.15
Sl no.

Particular

Respondents

Percentage

Strongly agree

22

44%

Agree

10

20%

Un decided

00

0%

Disagree

10

20%

Strongly disagree

08

16%

Total

50

100

From the above table it is clear shows that 44% of defendants are strongly agree with the new
radial tyres, 10% respondents are agree with the new radial tyres, 00% of respondents are
undecided with the new radial tyres, 20% of respondents disagree with the new radial tyres and
16% of respondents are strongly disagree with the new radial tyres.

Chart no: 4.15

SATISFACTION LEVEL OF THE NEW RADIAL TYRES

Strongly
disagree
16%

Strongly agree
44%

Disagree
20%

Agree
20%
Un decided
0%

From the above chart we can interpret that maximum respondents are strongly agree with the
new radial tyres.

Page
48

Are you satisfied with the service you received/accessed in the past 12 months?
This information is collected to know service quality provided by JK tyres in past 12months.

Table no: 4.16

SL no:

particular

Respondents

Percentage

Yes

46

92%

No

8%

Total

50

100

From the overhead chart it is clear shows that 92% of defendants are happy with the service
provided by the JK tyres in past 12 months, 8% of respondents are unhappy with the service
provided by the JK tyres in past 12 months.

Chart no: 4.16

SATISFACTION LEVEL OF SERVICE RECIVED IN PAST ONE YEAR

No
8%

Yes
92%

From the above chart we can interpret that maximum respondents are happy with the service
provided by the JK tyres in past 12 months.

Page
49

Are you satisfied with the way of supporting staff resolved your recent problem?
This information is collected to know hoe the supporting staff resolve the quarries in recent
period.
Tableno :4.17
Sl no:

Particular

Respondents

Percentage

Strongly agree

43

86%

Agree

00

0%

Un decided

00

0%

Disagree

00

0%

Strongly disagree

14%

Total

50

100

From the overhead chart it is clear shows that 86% of defendants are strongly agree with the
service of supporting staff, 0% of respondents are agree service of supporting staff, 00% of
respondents are very un decided with the service of supporting staff, 0% of respondent are
disagree with the service of supporting staff and 14% of respondents feel better service of
strongly disagree about supporting staff.
Chart no: 4.17
SATISFACTION LEVEL OF SUPPORTING STAFF
Un decided
0%
Agree
0%

Strongly
disagree
14%

Disagree
0%
Strongly agree
86%

From the above chart we can interpret that maximum respondents are strongly agree with the
service of supporting staff.

Page
50

Do you think JK tyres fulfill the warranty terms and period with the customers?
This information is collected to know whether the JK tyres fulfill the warranty terms and periods
with the customers.
Table no: 4.18
Sl no.

Particular

Respondents

Percentage

Very good

19

38%

Good

21

42%

Average

10

20%

bad

00

00%

Total

50

100

From the overhead chart it is clear shows that 38% of defendants are felling very good in
fulfilling the warranty terms and periods with the customer, 42% of respondents are felling good
fulfilling the warranty terms and periods with the customer, 20% of respondents are felling
average in fulfilling the warranty terms and periods with the customer and 0% of respondents
felling bad in fulfilling the warranty terms and periods with the customer.
Chart no: 4.18
WARRANTY PERIOD
bad
0%
Average
20%

Very good
38%

Good
42%

From the above chart we can interpret that maximum respondents are feel good in fulfilling the
terms and conditions by the JK tyres.

Page
51

How do you measure JK tyres performance in manufacturing tyres internally the best in
the organization?
This information is collected to know the performance of the production department of the JK
tyres.
Table no: 4.19
Sl no.

Particular

Respondents

Percentage

Very Good

35

70%

Good

00

00%

Average

15

30%

Bad

00

00%

Total

50

100

From the overhead chart it is clear shows that 70% of defendants are feel very good to the
production of JK tyres, 0% of respondents are feel good to the production of JK tyres, 30% of
respondents are feel average to the production of JK tyres and 0% of respondents are feel bad to
the production of JK tyres
Chart no: 4.19
PERFORMANCE OF MANUFACTURING
Bad
0%
Average
30%

Very Good
70%
Good
0%

From the above chart we can interpret that maximum respondents are feels good to the
production of JK tyres.

Page
52

To what extent the JK tyres has satisfied your purpose/need?

This information is collected to know dose the JK tyres full fill the purpose are need of the
customers.
Table no:4.20
Sl no.

Particular

Respondents

Percentage

Strongly agree

30

60%

Agree

10

20%

Un decided

00

00%

Disagree

10

20%

Strongly disagree

00

00%

Total

50

100

From the above table it is clear shows that 60% of respondents need and purpose are strongly
agree, 20% of respondents need and purpose are agree and 00% of respondents need and
purpose are undecided,20% of respondents need and purpose are disagree and 00% of
respondents need and purpose are strongly disagree.

Chart no: 4.20

NEED AND PURPOSE OF SATISFACTION LEVEL
Strongly
disagree
0%
Un decided
0%

Disagree
20%

Agree
20%

Strongly agree
60%

From the above chart we can interpret that maximum respondents need and purpose are satisfied.

Page
53

Overall how satisfied are you with the company tyres?

This information is collected to know the overall satisfaction level of the company tyres.

Table no: 4.21

Sl no.

Particular

Respondents

Percentage

Strongly agree

31

62%

Agree

19

38%

Un decided

00

00%

Disagree

00

00%

Strongly disagree

00

00%

Total

50

100

From the above chart it is clear shows that 62% of defendants are strongly agree, 38% of
defendants are agree. 0% of defendants are undecided, 0% of defendants are disagree and 0% of
defendants are strongly disagree.

Chart no: 4.21

SATISFACTION ABOUT THE COMPANY
Un decided
0%

Disagree Strongly
0%
disagree
0%

Agree
38%

Strongly agree
62%

From the above chart we can interpret that maximum respondents are overall satisfied.

Page
54

Do you think JK tyres are facing high competitors?

This information is collected to know the having high competitors of JK tyres.

Table no: 4.22

Sl no.

Particular

Respondents

Percentage

Yes

44

88%

No

06

12%

Total

50

100

From the overhead chart it is clear shows that 62% of defendants are satisfied, 38% of
respondents are dissatisfied. 0% of respondents are fully satisfied and 0% of respondents are
fully dissatisfied.

Chart no: 4.22

FACING HIGH COMPETITORS

No
12%

Yes
88%

From the above chart we can interpret that maximum respondents are agreed JK tyres have high
competitors.

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55

Are you comfortable with the performance of JK tyres in your vehicle?

This information is collected to know comfort level with the performance of JK tyres.

Table no: 4. 23
Sl no.

Particular

Respondents

Percentage

Yes

46

92%

No

8%

Total

50

100

From the overhead chart it is clear shows that 92% of defendants are comfortable with the JK
tyres. 8% of respondents are not comfortable with the JK tyres.

Chart no: 4.23

COMFARTABEL OF PERFORMANCE

Strongly
disagree
44%
Disagree
56%

From the above chart we can interpret that maximum respondents are comfortable with the
performance of JK tyres.

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56

Would you like to suggestions in improving the JK tyres?

This information is collected to know the suggestion given by the customers.

Table no: 4.24

Sl no.

Particular

Respondents

Percentage

Yes

40

80%

No

10

20%

Total

50

100

From the overhead chart it is clear shows that 80% of defendants are given suggestion to the
company and 38% of respondents are not responded for given suggestion to the company.

Chart no: 4.24

SUGGESTION GIVEN

No
20%

Yes
80%

From the above chart we can interpret that maximum respondents are given suggestion to the
company

Page
57

CHAPTER 5
FINDINGS/SUGGESTIONS/
CONCLUSIONS

Page
58

FINDINGS

According in to survey of 50 customers, 92%% of defendants are male and remaining 8%

of respondents are female.
Majority of respondents are the age of 30 -45 are using jktyres around 42% out of 100%.
52% of respondents are graduates are using jktyres.
60% of respondents are go through with the quality of the jktyres.
94% of respondents are go through the quality of jktyres is consistent.
76% of respondents are satisfied with current price of jktyres.
70% of respondents are believe high price indicates higer quality of the jktyres.
56% of respondents opinion about jktyres is excellent.
80% of respondents are typically use the product one & half year in once.
88% of respondents are keep contacting with the customer service about the jktyres.
80% of the defendants are would like to purchase jktyres again based on their passed
experience.
66% of respondents are definitely will recommend their friends to buy the jktyres
44% of respondents are satisfied with the new radial tyresjktyres.
92% of defendants are satisfied with providing service of the jktyres.
42% of defendants are feel the warranty terms and period of thejktyres is good.
60% of respondents are strongly agree the jktyres has satisfied there purpose and needs
feel good.
62% of respondents are over all satisfied with the company tyres.
88% of respondents are thinking the jktyres are facing high compitators.
92% of respondents are comfortable with performance of jktyres.
80% of respondents suggestion was improving the jktyres (quality.service,customer
satisfaction etc).

Page
59

CONCLUSION

Awareness level of JK TYRE in mysore city is 94% hence majority of the respondents
are aware of JK TYRE.
Quality, durable and performance are the attributes the creates customer satisfaction
among JK TYRE in mysore city.

Customer satisfaction level is higher with 92% of fully satisfied and 8% of satisfied
customers.
Awareness about JK TYRE care center is high, respondents opinion that there is a
sufficient number of care center they are highly satisfied with JK TYRE care center.
In mysuru city the jktyres are facing the high competitors. Like (MRF,APOLLO,CEAT
etc)
Customers are satisfied with the new radial tyresof jktyres.

Page
60

SUGGESTION

Some customer are not satisfied with service and the current price of the JK tyre,
company needed to work on it.

During my survey many of the customer expect claim police for their tyres in the car
segment, so it is good for the company if it move forwarded regarding claim policy.

Page
61

Bibliography:

1. AlicaBarroso, AVERTISING AND CONSUMER AWARENESS OF A NEW

PRODUT, job market paper, (November 2007)
2. Alicia Barroso and Gerard lobet, ADVERTISING AND CONSUMER AWARENESS
ON NEW, DEFFERENTIATED PRODUCTS, CEMFI working paper no. 1104,
(October 2011)

3. Muhannan M.A Abdallat, heshamei-emam, customer satisfaction , journal by king

saud university
4. Willard hom, AN OVERVIEW OF CUSTOMER SATISFACTION MODELS ,
journal of California community colleges

5. Joan L. gieses, joseph A. cote, DEFINING CONSUMER SATISFACTION, journal

release by academy of marketing svience review, washinton state university, vol.2000
no.1 (2002)
6. Josses mugabisamaliemutuwa , CUSTOMER SATISFACTION , research paper,
(august 2009)

7. Ira kerns. HOW TO DEVELOP AN EFFECTIVE CUSTOMER SATISFACTION

SURVEY, research paper release by guidestar research ( December 2005)
8. Tire business magazine

Company website : www.jktyre.com

Page
62

CHAPTER 6
ANNEXTURE

Page
63

QUESTIONNAIRE
I am Karthik. H. S pursuing Master of Business Administration in Visvesvaraya Technological
University, Post Graduate centre, Mysore. As a part of academics, I am doing a project on
Customer Satisfaction towards JK Tyres, so kindly provide the appropriate information for the
following questionnaire.
Thank you.

Part A:
1. Name: _______________________________________
2. Gender :
a. Male

b. Female

3. Age:
a. 15 to 30

c. 30 to 45

b. 45 to 60

d. 60 and above

4. Qualification :
a. SSLC

c. Degree

b. PUC

d. Master degree

PART B:
5. Why do you prefer JK Tyres?
a. Quality
b. Price

c. Service
d. All the above

6. How about the qualities of Tyres and sales organization service?

a. Good

c. Average

b. Better

d. Not good

7. Do you think the quality of JK Tyres is consistent?

a. Yes

b. No

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64

8. Are you satisfied with the price of the tyres?

a. Yes

b. No

9. Do you believe that Higher price indicates higher qualities?

a. Yes

b. No

10. Are you satisfied with the current price of JKTyres ?

a. Yes

b. No

11. What are the factors which influence to purchase a JK Tyres?

a. Qualities

c. Price

b. Brand

d. Mileage

e. All

12. What is your opinion on service provided by JK tyres?

a. Excellent

c. Good

b. Bad

d. Average

13. How often do you purchase product of JK tyres?

a. Once in year
b. One & half year

c. Every six months

d. Others______________________

14. Have you keep contacting the customer service about the tyres?
a. Yes

b. No

15. Based on your past experience would you like to purchase JK Tyres again?
a. Yes

b. no

16. Would you recommend this product to your friends about JK Tyres?
a. Definitely will

c. Definitely will not

b. Probably will

d. Probably will not

17. Rate your satisfaction level with the new Radial Tyres?
a. Strongly agree

c. Undecided

b. agree

e. Strongly disagree

d. Disagree

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65

18. Are you satisfied with the service you received/accessed in the past 12 months?
a. Yes

b. No

19. Are you satisfied with the way the supporting staff resolved your recent problem?
b. Satisfied

c. Very satisfied

c. Dissatisfied

d. Better

20. Do you think JK Tyresfulfil the warranty terms and period with the customers?
a. Very good

c. average

b. Good

d. bad

21. How do you measure JK Tyres performance in manufacturing Tyres internally the best in the
organization?
a. Very good

c. Average

b. Good

d. Bad

22. To what extent the JK Tyres has satisfied your purpose/need?

a. Strongly agree

c. Undecided

b. agree

e. Strongly disagree

d. Disagree

23. Overall how satisfied are you with the company tyres?
a. Strongly agree

c. Undecided

b. agree

e. Strongly disagree

d. Disagree

24. Do you think JK Tyres are facing high competitors?

a. Yes

b. No

25. Are you comfortable with the performance of JK Tyres in your vehicle?
a. Yes

b. No

26. Would you like to suggestions in improving the JK Tyres?

a. Yes

b. No

Page
66

If
yes,
specify
_____________________________________________________________________
_____________________________________________________________________
___________

Thank you

Signature

Date:
Place:

Page
67