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CHAPTER I
To study the Customers Satisfaction towards MRF Tyres
INTRODUCTION
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INTRODUCTION
The main object of every organization is to earn more profit, to achieve this object the
organization should increase its sales by getting more customer and the only way to get more
customer is that the organization should provide expected satisfaction to the customers.
Here the word customer satisfaction means the utility which customer expect from the product
and when a customer get expected utilities it is called as customer satisfaction.
MRF manufactures the largest range of tyres in India and enjoys the highest brand preference for
superior quality, company manufactures the largest range of tyres in India and is the market
leader with the largest market share it tyre industry.
Since 1984 MRF tyres has consistently been chosen as oem fitment by almost every major car
manufacturer in India apart from tyres MRF also manufacturer conveyor belts, pretreads and
advanced polyurethane paints.
Here every customer of MRF is getting satisfaction and it may analyzed by the following
information
MRF own No. 1 award for customer satisfaction by J.D Power Asia pacific for
2001&2002
It is also created good brand name in other countries also, and it is the first Indian
company to export tyres to the US, the very birthplace of tyre technology. It is the first
company in India to manufacture and market Nylon tyres passenger tyres commercially.
MRF is providing huge number of products to the customer as per the requirement and
need.
They provide more warranties to the customers and it will shows that the company has
confident on its product.
So as per the above information it found that the customer satisfaction towards MRF tyres is
good
STATEMENT OF THE PROBLEMS:
Profit earning has become one of the important objectives of each and every company.
It is very easy to attract new customers but retaining old customer is too difficulty only
the satisfied customer will remain loyal to the firm brands.
A person enters a showroom when he wants to purchase tyres, but before purchasing
tyres he consults so many persons about tyre. Like about price, quality, service etc, and then he
make decision to purchase.
If he finds any problem with tyres, he may change his positive attitude into negative
attitude towards tyres given by the showroom.
Considering, all above points, I have decided To study the Customers Satisfaction
towards MRF Tyres in Bagalkot.
OBJECTIVES OF THE STUDY:
A customer is not dependent on us we are dependent on customer , this statement is basis
thing for every firm or service sector.
Objectives are:
1. To know the customer satisfaction towards MRF tyres in Bagalkot city.
2. To know the attributes which creates customer satisfaction among MRF tyre users in
Bagalkot .
3. To know the satisfaction level of the customer with the MRF tyres.
4. To know valuable suggestion form the customer.
SCOPE & LIMITATIONS
SCOPE:
The study is purely based on the survey conducted in Bagalkot city and has focused on
customers. The study covers the information about the mind set which may varies from situation
& where the respondents may not be able to give required and accurate information.
LIMITATIONS:
1. Due to respondents busy schedules, the interests shown by respondents to answer the
questionnaire may be less. This may have resulted in collecting inaccurate information.
2. Due to time and cost constraint the sample size selected is 100.
3. The selected sample size is small as compared to the total number of customers. Hence
the obtained result may not be accurate as it may not represent the whole population.
4. The project is open for further improvement of the work.
CHAPTER II
Literature Review
Customer satisfaction
In a competitive marketplace where businesses compete for customers, customer satisfaction is

seen as a key differentiator and increasingly has become a key element of business strategy.
Measuring customer satisfaction
Organizations are increasingly interested in retaining existing customers while targeting non-
customers; measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the
state of satisfaction will vary from person to person and product/service to product/service. The
state of satisfaction depends on a number of both psychological and physical variables which
correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction
can also vary depending on other options the customer may have and other products against
which the customer can compare the organization's products.
Because satisfaction is basically a psychological state, care should be taken in the effort of
quantitative measurement, although a large quantity of research in this area has recently been
developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined ten
'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002 and
known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality,
Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork,
Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are
emphasized for continuous improvement and organizational change measurement and are most
often utilized to develop the architecture for satisfaction measurement as an integrated model.
Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides
the basis for the measurement of customer satisfaction with a service by using the gap between
the customer's expectation of performance and their perceived experience of performance. This
provides the measurer with a satisfaction "gap" which is objective and quantitative in nature.
Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of
combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures
(perception and expectation of performance) into a single measurement of performance
according to expectation. According to Garbrand, customer satisfaction equals perception of
performance divided by expectation of performance.
The usual measures of customer satisfaction involve a survey with a set of statements using a
Likert Technique or scale. The customer is asked to evaluate each statement and in term of their
perception and expectation of performance of the organization being measured.
Improving Customer Satisfaction
Published standards exist to help organizations develop their current levels of customer
satisfaction. The International Customer Service Institute (TICSI) has released The
International Customer Service Standard (TICSS). TICSS enables organizations to focus their
attention on delivering excellence in the management of customer service, whilst at the same
time providing recognition of success through a 3rd Party registration scheme. TICSS focuses an
organizations attention on delivering increased customer satisfaction by helping the organization
through a Service Quality Model.
TICSS Service Quality Model uses the 5 P's - Policy, Processes, and People, Premises,
Product/Services, as well as performance measurement. The implementation of a customer
service standard should lead to higher levels of customer satisfaction, which in turn influences
customer retention and customer loyalty.
INDUSTRY PROFILE
INTRODUCTION OF MRF COMPANY
1946 - A year to remember India was on the threshold of independence.
A young entrepreneur, K.M. Mammen Mappillai, opened a small manufacturing unit where
balloons, latex cast squeaking toys and industrial gloves were manufactured little did he
realize then that the company he started would grow to become the no.1 tyre manufacturer in
India.
MRF established its first office in 1949 at Chennai, Tamil Nadu, and India. The company began
as a manufacturer of toy balloons and other rubber products and then later on moved to
manufacture tyres in 1961.
Today MRF is into a league of its own with:
MRF manufactures the largest range of tyres in India and enjoys the highest brand
preference for superior quality, company manufactures the largest range of tyres in India and is
the market leader with the largest market share it tyre industry.
Since 1984 MRF tyres has consistently been chosen as oem fitment by almost every major car
manufacturer in India apart from tyres MRF also manufacturer conveyor belts, pretreads and
advanced polyurethane paints
The milestones achieved while being such a progressive and vibrant company, is also recognized
by the corporate world through a number of awards like.
Voted as one of the Indian most admired marketing companies by A & M leading advertising
and marketing and marketing journal.
No. 1 award for customer satisfaction by J.D Power Asia pacific for 2001&2002
Most ethical company in India by business world, a leading business magazine.
Industry Review
Indian Tyre Industry to Register a Growth of 9-10% in the Next 5 Years

The Indian Tyre Industry produced 736 lakh units of tyres (11 lakh tones) garnering Rs.
19000 crores in FY07. MRF Ltd. was the market leader (22% market share) followed closely by
Apollo Tyres Ltd. (21%). The other major players were JK Tyre & Industries (18%) and Ceat
Ltd.(13%). The Indian tyre industry is characterized by its raw material intensity (raw material
costs account for approximately 70% of operating income), capital intensity, and cyclicality,
fierce competition among the top players, low bargaining power and resulting low margins. The
top players are now focusing on branding their products and strengthening their distribution
network so as to increase their market share.
The industry derives its demand from the automobile Industry. While OEM market off
take is dependent on the new vehicle sales, replacement market demand depends on the total
population of vehicles on road, road conditions, vehicle scrapping rules, overloading norms for
trucks, average life of tyres and prevalence of tyre retreading.
The main category of tyres produced in the country is that of Truck & Bus tyres. These
tyres accounted for 57% of the total tyre tonnage production in FY07 followed by LCV tyres
which accounted for 9% of the total tyre tonnage production. Approximately 53% of the total
tyre tonnage off take was by the replacement market, 31% by OEM and 15% by the export
market in FY07. The industry tonnage production registered a 5 year CAGR of 9.69% between
FY 02-07. The largest category of Truck & Bus tyres recorded a 5 year CAGR of 7.85% (slower
than the industry) while Light Commercial Vehicle (LCV), motorcycle and car tyre categories
grew at 15%, 16% and 14% respectively (faster than the industry). Off the road (OTR) tyre
category (customized tyres) which fetch a higher margin compared to other tyre categories, is the
fastest growing category.
The OTR tyre category has registered a 5 year CAGR of over 20% in the last five years.
Most of the top players are increasing their capacity for the production of OTR tyres so as to
improve their product mix, this being a high margin product.
The exports from the country clocked a CAGR of 13% in unit terms and 18% in value
terms in the period FY 02-07. Most of these tyres that are exported are of cross ply design. With
radicalization catching up in some of these markets, the Indian manufacturers will need to
graduate to production and export of radial tyres so as to protect their share in the export market.
Radicalization of tyres is still minimal in India.
Only the car tyre market has moved to radial tyres (95%) but in all other categories,
cross ply tyres are still preferred. Poor road conditions, overloading in trucks, higher cost of
radial tyres and poor awareness of the tyre users are the main reasons for the non transition of the
domestic market to radial tyres. However, going ahead radicalization in truck & bus tyres may
increase due to governments focus on infrastructure development.
CARE Research projects the Indian Tyre Industry to register a growth of 9-

10% in the next five years
The Indian Tyre Industry produced 736 lakh units of tyres (11 lakh tones) garnering Rs. 19,000
crores in FY 07. MRF Ltd. was the market leader (22% market share) followed closely by
Apollo Tyres Ltd. (21%). The other major players were JK Tyre & Industries Ltd (18%) and
Ceat Ltd. (13%). The industry tonnage production registered a 5 year CAGR of 9.69% between
FY 02-07.
Truck & Bus tyre category (accounting for 57% of the tonnage production) recorded a 5 year
CAGR of 7.85% (a rate slower than that of the industry) while Light Commercial Vehicle
(LCV), Motorcycle and Car tyre categories grew at 15%, 16% and 14% respectively (at rates
faster than that of the industry). Off the road (OTR) tyres (customized tyres which fetch a higher
margin compared to other tyres) category is growing at a fast pace. The OTR tyre category
registered a 5 year CAGR of over 20% in the last five years. Most of the top players are
increasing their capacity for the production of OTR tyres so as to improve their product mix, for
e.g. CEAT Ltd. is increasing its OTR capacity at its Nasik plant from 60,000 to 1,00,000 tyres by
end 2008, JK Tyre & Industries is expanding its OTR capacity from 25,000 tyres to 42,000 tyres
by end 2008, even smaller player like Falcon tyres is making its foray into the OTR category.
The exports from the country clocked a CAGR of 13% in unit terms and 18% in value terms in
the period FY 0207. Most of these tyres that are exported are of cross ply design. With
radicalization catching up in some of these markets, the manufacturers will need to graduate to
radial tyres so as to protect their share in the export market. Radicalization of tyres is still
minimal in India. Only the car tyre market has moved to radial tyres (95%) but in all other
categories cross ply tyres are still preferred. Poor road conditions, overloading in trucks, higher
initial cost of radial tyres and poor awareness levels in tyre users are the main reasons for the non
transition of the domestic market to radial tyres. However, going ahead, radicalization in truck &
bus tyres may increase due to governments focus on infrastructure development.
CARE Research expects the tyre industry to register a tonnage growth of 910% in the next five
years (FY 0712). The truck & bus and LCV tyre category are expected to register a CAGR of
8% and 14% respectively (FY 0712).
MARKET PLAYERS
Indian % International %
MRF 22.00% Michelin 20.01%
Apollo 20.00% Brighestone 18.04%
JK Tyres 19.00% Goodyear 16.09%
Ceat 16.00%
Birla 7.00%
Goodyear 6.00%
Birla Tyres
Registered Office Shivam Chambers 53,
Syed Amir Ali Avenue, Kolkata,
West Bengal-700019.
Phone +91-33-22814516
Primary Industry Tyre Manufacturers

Total Employees 30
Business Summary
Birla Tyres entered the Indian tyre market in 1991. The manufacturing facilities are located
at Balasore in Orissa. In ten years of operation, it has scaled new heights of productivity.
The initial capacity of 1 million tyres per annum has since been enhanced to 1.5 million tyres
per annum. The new millennium saw it roll out high performance Steel Belted Car and L.C.V.
radials, using state-of-the-art machines with the latest technology from the world famous
Pirelli of Italy. The continuous quest for excellence saw the Birla Tyres team add many
feathers to its cap. It has received ISO 9001, ISO 14000 and QS 9000 certification.
Publicly traded No
Contact Persons
Name Phone Email
+91-33-22814516 ho@birlatyre.com
Executive Team
Executive Name Designation Phone

Company Website http://www.birlatyre.com/
Jk Tyre & Industries Ltd. - Company Profile.
Company Profile: Jk Tyre & Industries Ltd.

Ticker: 530007
Exchanges: BOM
2007 Sales: 27,652,000,000
Major Industry: Chemicals
Sub Industry: Rubber & Tire Mfrs.
Country: INDIA
Employees:
Business Description
Jk Tyre & Industries Ltd. Formerly known as J.K.Industries Limited. The Group's principal activity is to
design, develop, manufacture and market of conventional and radial tyres, tubes and flaps. It manufactures
truck and bus radials, steel radials for cars, LCV, trucks and bus. Its radial brands of the Group include
Ultimo and Rally.
APOLLO TYRES LIMITED
Apollo Tyres Limited is the premier tyre manufacturing company in India. In truck tyres it has more than 30% market
share. The brand XT7 became the largest selling truck tyre in the country. The vision of the company is to be a leader
in the Indian tyre industry and a significant global player.
Quick Facts
Country India
Industry Tyre manufacturing
Listings & its codes NSE: APOLLOTYRE; BSE: 500877
Head Office 7 Institutional Area, Sector-32

Gurgaon Haryana - 122001, India
Tel.: +(91)-(124)-2383002 to 18
Registered Office 6th Floor, Cherupushpam Bldg.
Shanmugham Road, Cochin-682031 (Kerala)
Tel.: +(91)-(484)-2381902, 2381903, 2380720
Website www.apollotyres.com
Bridgestone
The Bridgestone Group (the parent company Bridgestone Corporation and its consolidated subsidiaries)
constitutes the world's largest manufacturer of tires and rubber products. The parent company was
established in 1931 in the small town of Kurume on the island of Kyushu in Japan. Today, the Bridgestone
Group has manufacturing bases in 25 countries and sells products in over 150 countries worldwide. Tires
accounted for about 80% of consolidated sales in 2006, with the remainder made up of a varied range of
industrial and consumer products, together with bicycles and other sporting goods.
Headquarters 1-10-1 Kyobashi, Chuo-ku, Tokyo 104-8340 JAPAN
Telephone +81-3-3567-0111
Stock Code - TSE
Stock Price - TSE

5108
President Shoshi Arakawa
Sector Opthomology
Industries Industrial & Manufacturing
Established 1931
Listed 1961
Homepage www.bridgestone.co.jp/english/
Market drivers: India

Robust growth rate in all vehicular segments over last 5 years
Improved capacity utilization by all major manufacturers(>80%)
Decrease in custom and excise duties to nullify increase in raw
Material costs and increases OPM
Low labour cost : partially offset by low productivity
Improved credit profile and loan serviceability
Market challenges: India

The Radicalization challenge- Radial vs. Cross ply Tyres
Global average- 65% India -2%
Why use Radial tyres?

Positives Negatives
Longer life -100,000 kms Comparatively Higher Cost
Better fuel efficiency 5 to 8% marginally poorer overloading
Lower aspect ratio- Better control
Other challenges Poor roads
Misperception that they are unsuited for India
Difficulty to integrate in old vehicles
Lack of radial manufacturing capabilities
Scope and challenges

Industry poised for a very good growth rate
More J.Vs with world market leaders- better technical
Know-how and quality
Growth in automobile sector cumulative effect on
Tyre industry
Increasing trend in capacity utilization better output
New and uncharted territories as export markets.

Increasing productivity both labour and machinery
Competition from other developing markets
Increasing raw material costs will effect OPM
MRF LTD.
"Tyres with Muscle"
MRF Ltd. is the first Indian company to export tyres to the US, the very birthplace of tyre
technology. It is the first company in India to manufacture and market Nylon tyres passenger
tyres commercially. In 2004, the company's turnover crossed INR 30 billion mark. The company
was given the title of most ethical company by 'Business World' magazine after a survey
conducted in 1999.
Quick Facts
Founder K. M. Mammen Mappillai

Country India
Year of Establishment 1946 as a toy factory
Industry Tyre Manufacturing
Listings & its codes NSE: MRF; BSE: 500290
Registered Office 124, Greams Road
Chennai - 600 006
India
Tel.: +(91)-(44)-28292777
Fax: +(91)-(44)-28291844/ 0562
Website http://www.mrftyres.com/
Related Website http://www.mrf-exports.com/ (MRF Exports)
Segment and Brands

Truck / Bus Tyres
Light Commercial, Jeep & Utility Vehicle Tyres
Passenger Cars Tyres
Off the road tyres
Two-Wheelers Tyres
MRF Ltd:
A LEADING PLAYER IN THE TYRE MANUFACTURING INDUSTRY
MRF Limited is engaged in the manufacturing, distribution
And sale of an extensive range of superior quality tyres for
Various kinds of vehicles.
The companys operations relate to manufacture of rubber products, such as tyres, tubes, flaps,
tread rubber
And conveyor belt, as well as specialty coatings for a variety of applications. MRF has six
production facilities in India and around 80 sales offices. From its humble origins in 1946, the
company has come long way to become the market leader in the tyre manufacturing industry.
MRF exports its products to over 75 countries
Worldwide. Today, global tyre manufacturers have to plan and adapt to changes in customer
Demand, fluctuations in raw material prices and availability, while keeping pace with timelines
for shipments; in the face of increasing competition in the global marketplace.
MRF ranked 12th by Crain Communication
MRF, Indias largest tyre-maker, has moved up the pecking order. According to the latest report
of Tire Business, published by Crain Communications of the US, MRFs rank has improved to
12th during 2000 from 13th during 1999.
The special report titled, "2001 Global Tyre Company Ranking", covered 72 tyre companies
across the world. Commenting on the improved ranking of MRF, executive director
(marketing), Philip Eapen told ET, "It clearly shows the intrinsic strength of MRF, brand equity
and its ability to protect bottom-line.
He said that MRF is retaining its position as number one tyre company in India for the last
several years. Its improved global ranking comes at a time when the automotive industry is
facing a tough market with tremendous pressure on margins.
At the global level, Bridgestone Corporation was ranked number one by Tire Business, closely
followed by Michelin. Among other major Indian players, J K Industries was ranked 17th
against 16th in 1999 while Apollo Tyres moved up the ladder from 21 to 18 in 2000. Ceat was
positioned at 20 last year against 19 in 1999.
Eapen said MRF has emerged as the sole supplier of truck tyres to Volvo. While it is the largest
supplier of radial car tyres (40 per cent share) to Telcos Indica with a monthly supply of 10,000
tyres.
MRF was originally started as a small manufacturing unit of balloons, latex cast squeaking toys
and industrial gloves. It was only in the year 1961 that the company started manufacturing tyres.
Today, MRF has 6 manufacturing plants in India located in Tiruvottiyur and Arakonam in Tamil
Nadu, Kottayam in Kerala, Ponda in Goa, Medak in Andhra Pradesh, and one in the Union
Territory of Pondicherry. It has a distribution network of more than 2,500 outlets in the country
and exports tyres in over 75 countries globally. The company established its first office in 1949
at Chennai, Tamil Nadu. It has overseas offices in United Arab Emirates, Bangladesh and
Vietnam.
MRF manufactures the largest range of tyres in India and it has the highest brand preference. It
makes tyres for heavy duty truck, bus, light truck, passenger car to motor sports, rally cars, off
the road earth movers, two and three wheelers, farm service and military service. It is the market
leader and has 26 per cent share in the Rs 19,00000 million Indian tyre industry.
Funskool India is a joint venture between MRF and Hasbro Inc., USA, the world`s largest toy
company. Funskool`s Goa plant has been making its own moulds for a number of its products,
the most popular of which are Pipsqueaks, a range of low priced baby toys. MRF collaborated
with PIRELLI to manufacture Conveyor Belting. The MRF Conveyor Belt plant in Arkonam,
Tamil Nadu, with an annual capacity of 3000 tonnes, is the most modern belting plant in India.
The company also has a paints and coating subsidiary. It manufactures speciality coatings for
wide range of applications like Metalcoat, Woodcoat Glasscoat etc. MRF made a foray in
retreading as far back as 1970. MRF Pretreads is the most advanced Precured Retreading system
in India. MRF made a foray in retreading as far back as 1970. In the MRF Pretreads system, the
tread rubber is precured from MRF`s factory. It also has the specialised expertise required for
retreading Radial Tyres. The company is an original equipment supplier (OES) of radial tyres to
Tata Indica, Hyundai Elantra, Ford Fiesta and many other cars. Volvo also sources most of its
tyres from MRF for its Indian operations.
Financials
The Company swung to loss for the quarter ended December 2008. During the quarter, the
company reported loss of Rs 383 million compared with a profit of Rs 517.50 million in the
same quarter last year. Net sales for the quarter rose 17% to Rs 13,519.70 million, while total
income for the quarter rose 16.81% to Rs 13,560.30 million, when compared with the prior year
period. It reported loss of Rs 90.32 a share during the quarter compared with earnings of Rs
122.03 a share in previous year period.
PRODUCT CATEGORY IN TWO

WHEELER SEGMENT
Awards and Achievements:

In 2000, MRF launched smile campaign on Indian
roads.
MAJOR MILESTONES OF MRF COMPANY
The company has stood Himalayan height in the tyre industry. It grabbed all most all
prestigious awards in the key areas like production, customer satisfaction, exports and
many more.
MRF: A tough brand
An enterprise that started as a toy ballon maker in 1946 in South India quickly grew to
become one of Indias biggest and respected companies. Renowned for product superiority and
innovation, MRF continues to be the leading tyre maker in India.
MRF crossed the INR 3 bn mark and also became the No 1 tyre company in India. MRF legend
the premium nylon car tyre was introduced.
The MRF pace foundation was set up with international pace bowler, Dennis Lilli as its director.
Not long thereafter, pace bowlers trained at the foundation were selected for the Indian cricket
team. In the year 1989, MRF was the clear market leader in every tyre segment. Once again in
recognition of excellence, MRF was awarded the Vishweshwarayya award for the Best business
house in India.
MRF collaborated with Hasbro Intl USA, the worlds largest toy makers, and launched funskool
in India. Company also entered into collaboration with Vapocure, Australia to manufacture
polyurethane paint formulations and with Pirelli muscleflex, conveyor, and elevator belting.
MRF also opened the MRF tyredrome, Indias first tyre company owned wheel care complex at
Madras.
MRF brought the 6th world cup boxing championship to Mumbai the first of its kind- with 39
countries participating. In 1993 & 1995 the company was voted by the far eastern economic
review as one of the ten leading corporate groups in India and a leader in Asia. During the same
time MRF was selected as one of Indias most admired marketing companies by the readers of
the A&M magazine.
The companys turn over crossed INR 15 bn in the year 1995.In 2000, MRF launched smile
campaign on Indian roads. It also launched ZVTS tyres for passenger cars in 2000.
MRF wins JD power award in 2003 & 2004. So far it has taken 6 JD awards.
IN the year 2004, MRFs turnover crossed INR 30 bn mark. In 2005, MRF wins the its third
APRC rally. In 2006, MRFs turnover crossed the 5000 crore mark.
COMPANY PROFILE
INTRODUCTION OF D.D. TYRES

Establishment:
On Feb 7th 2006, the D.D. Tyres authorized dealer for MRF tyres. It was
inaugurated by Shri Charantimath Prabhu Swamiji & Asst District Manager Mr. Paul Alplar,
regional office, Belgaum.
MRF company follows the corporate identity for the establishment of
showrooms across the country.
Corporate Identity:
It means the company has its policy in respect of land, building, paints & timing of showroom.
It considers the following factors while starting a showroom as per the Corporate Identity.
i) Location: Every commercial phenomena needs a good location. It up lifts the
business process. D.D.Tyres situated in a main road and it is connected to a bus stand.
ii) Building: For customer attraction a well planned infrastructure is essential. It has
500 sq. ft area of show room. As well as 200 sq feet for gowdown, which is
connected with show room.
iii) Machinery: To install the tyres in proper way it has different machines like ..,
a) Tyre Fermant machine
b) Air Compressor
c) Wheel alignment tooling machine
iv) Labours: The labours are the base for any organization. And in Bagalkot, there is
no problem for required labours for this business. D.D.Tyres has sufficient and skilled
workers.
Key Competitors: Newly established Appollo Tyres Show rooms and other local branded
tyre showrooms. But these have not any significant effect on show room activities.
SPECIFICATIONS OF CORPORATE IDENTITY

1) Showroom must be situated in a place which should have easy connectivity.
2) Show room must have the length of 500 sq.ft.
3) Frontage of 20 feet connected with gowdon of minimum 200 sq.ft.
4) Display of racks, inside & outside showroom colour, display boards, tiles, reception
table, as per the company specifications.
5) Showroom should have automotive tyre fitment machine which must be placed in the
showroom visible to the customers.
6) Company decides monthly sales target, on the basis of population and number of
vehicles. Target goes on renewing and dealer must compulsorily achieve the target.
7) Company has regional offices, so as to fulfill the needs of a dealer. It also has employed,
technical supervisor, sales supervisors.
DUTIES OF TECHNICAL SUPERVISION:
1) To look after the dealers problems.
2) To facilitate any changes in price of a tyre any improvements, and to inform the new
tyres which are going to introduce in the market.
3) Technical Supervisor is a qualified technical person who actually completed engineering

and got training regarding tyres and tubes specifications.
4) One regional office covers 4 districts. Bagalkot comes under regional office of Belgaum.
5) Company usually replaces tyres if tyres are found to have minimum of 5% manufacturing
defects.
DUTIES OF SALES SUPERVISOR:
1) Twice in a month he visits the dealer.
2) Collects information about the customer.
3) Visiting each and every customers and informing them about quality and price of tyres.
4) He helps the dealer to increase the sales and works with them to achieve the monthly
targets.
DEPARTMENT OF D.D.TYRES, BAGALKOT

To provide better service DD TYRES has made 3 sections. They are as follows.
1) Sales Section
2) Accountant
3) Service station
SALES SECTION
To achieve increased sales DD TYRES has separate sales section. It provides the
quotations and all information regarding the tyres to the customers. Sales section plays
significance role in achieving targets by. It has to provide all information regarding sales to
regional sales supervisor.
ACCOUNT SECTION
It collects all information of transaction and records in systematic manner. It maintains
different account books for different tasks. It also maintains ledgers and regular balance
sheets.
SERVICE SECTION
This department provides quality service to customers. It fits the tyres in right position
with the help of tyre fitment machine. And it replaces the defective tyres if the tyres found to
be 5% defectives and provides tyre remolding facility to customers in a less price.
FUNCTIONS OF THE SHOW ROOM

I) Customer Visit: Customer care supervisor attends the customer and gives information
regarding :
a) Model
b) Size
c) Price
d) Quality
e) Other information about tyres.
II) Complaint of tyres: Complaints are taken from the customer recorded in the dockets
like serial number, name of customer, contact number, date of purchase and purchase
bill.
III) If any car radial tyres purchased from the showrooms, then the tyres will be fitted in
the showroom with the help of automate tyre changer.
IV) Dealer has to pay from his own pocket for any promotional activities undertaken by
him.
V) It collects information regarding to tyre users and sends it to regional office.
DISRTIBUTION CHANNEL: The company has vertical marketing system. The

structure of the marketing system .
It involves the distribution of tyres and tubes purchased from the company. The
showroom makes the purchase of tubes and tyres. For the Belgaum regional office, and
distributes tyres and tubes to the customer through the show room.
The D.D. Show room stands at the Dealers stage in the network of distribution. It
performs the operations according to the policies of the company.
Type of tyres 2006-07 2007-08 2008-09*
Truck / Buses 22 46 60
Light Commercial 8 16 28
Vehicles
Jeep/trekker/Trax 4 6 10
Car BIAS ply 4 - -
Car radials 24 48 70
Motorcycle(Light 90 150 225

motorcycles)
Moped 5 12 15
Scooter 4 10 15
Auto & Vikram 32 80 150
Tractor rear 2 4 6
Tractor front 4 10 20
Tractor trailor 2 2 2
RESEARCH METHODOLOGY
To achieve the stated objective a survey was conducted at Bagalkot city regarding
customer satisfaction towards MRF Tyres provided by D.D.Tyres show room Bagalkot.
Primary Data:
Primary data is collected by the random sampling method. Here we have randomly
interviewed 50 customers through Questionnaire and personal interview and collected the
primary data.
Secondary Data:
These are generally published sources which have been collected originally for some
other purpose, they are not gathered specially to achieve the objectives of the particular research
project hands but already assembled.
Survey Techniques:
Once the researcher has decided to use survey method for collecting data he has to
make a decision to adopt any one of the following survey techniques.
1. personal interview
2. telephone survey
3. mail survey
Questionnaire
It is the most commonly used instrument in collecting primary data. A questionnaire
consisting of set of questions presented to a respondent for his/her answer. The questionnaire is
very flexible in the sense that there are many ways to ask questions.
Data Collection:
Method used to collect data for the study was through survey. Survey is a systematic
collection of information directly from the respondents; survey was through personal interview
which involves collection of data through face to face communication with the help of
questionnaire.
Method of Sampling:
Bagalkot city has a huge population and each persons opinion cannot be collected. So
the respondents were chosen randomly in Bagalkot city.
Sample Size:
Sample size for the study consisted of 50 persons residing in Bagalkot city. Among them
only some of them responded and others rejected to respond as they were not interested.
Sample Unit:
Customer of D.D.Tyre showroom and owners of vehicles in Bagalkot City.
CHAPTER III
DATA ANALYSIS
AND
INTERPRETATION
DATA ANALYSIS AND INTERPRETATION
Data Analysis:
I have conducted marketing survey on 50 customer to analysis their satisfaction level, for
this purpose I have prepared a questionnaire to collect the information from them. Among these
50 customers, only some of them responded as per that now we will see the analysis of the
collected data.
1. The following tables shows the factors which motivated the customer to purchase the
MRF TYERS
FACTORS CUSTOMERS
Friends 8
Brand Image 9
Advertisement 9
Relatives 8
Self-decision 16
Total 50
0.35
0.3
0.25
0.2 Series2
0.15 31% Series1
0.1 19% 21%
16% 13%
0.05
0 0
t
s
es
RS
n
en
nd
ag
sio
Se ativ
O
m
ie
Im
ci
CT
se
Fr
de
Re
d
rti
FA
an
lf-
ve
Br
Ad
Interpretation:
The above table & graph shows that:
A. 16 customers have purchased MRF Tyres by there own decision.
B. 8 customers have purchased MRF Tyres by there Friends recommendation.
C. 9 customers have purchased MRF Tyres by its Brand Image.
D. 9 customers have purchased MRF Tyres on the basis of Advertisement.
E. 8 customers have purchased MRF Tyres on there Relatives recommendation.
2. The following tables shows the level of satisfaction of customer need/purpose of
purchasing MRF TYRES
Fully Satisfied 23
Satisfied 17
Dissatisfied 7
Fully dissatisfied 3
Total 50
Fully
dissatisfied
7%
Dissatisfied
13%
Fully Satisfied
Fully Satisfied
Satisfied
45%
Dissatisfied
Fully dissatisfied
Satisfied 35%
Interpretation:
The above graph shows that:
45 % of people are fully satisfied with the purchase of MRF tyres.
35 % of people are just satisfied with the purchase of MRF tyres.
13% of people are dissatisfied with the purchase of MRF tyres.
7 % of people are fully satisfied with the purchase of MRF tyres.
3. As compare to other tyres the MRF TYRES are rated as below.
A) Price of Tyres
Strongly Satisfied 15
Satisfied 16
Not Satisfied 10
Fully Not Satisfied 9
Total 50
Interpretation:
30 % of customers are strongly satisfied with the price of MRF tyres.
35 % of customers are satisfied with the price of MRF tyres.
21 % of customers are not satisfied with the price of MRF tyres.
14 % of customers are fully not satisfied with the price of MRF tyres.
B) Quality Of Tyres:
Satisfied 15
Not Satisfied 8
Total 50
Interpretation:
45 % of customers are strongly satisfied with quality of the tyres.
30 % of customers are satisfied with quality of the tyres
16 % of customers are not satisfied with quality of the tyres
9 % of customers are fully not satisfied with quality of the tyres.
C) Durability of Tyres
Satisfied 16
Not Satisfied 7
Total 50
Interpretation:
45% of customers are strongly satisfied with durability of tyres
32%of customers are satisfied with durability or tyres
14%of customers are not satisfied with durability or tyres
9%of customers are fully not satisfied with durability of tyres.
D) Performance Of Tyres:
Satisfied 17
Not Satisfied 7
Total 50
Interpretation:
42%of customers are strongly satisfied with performance of tyres
35% of customers are just satisfied with performance of tyres
14% of customers are not satisfied with performance of tyres
9% of customers are fully not satisfied with performance of tyres
E) Mileage Of Tyres:
Satisfied 15
Not Satisfied 7
Total 50
Interpretation:
48% of customers are strongly satisfied with the performance of tyres
30% of customers are only just satisfied with the performance of tyres
13% of customers are not satisfied with the performance of tyres
9% of customers are fully not satisfied with the performance of tyres
5) The following tables show the customer opinion about MRF TYRES.
Fully Satisfied 14
Satisfied 21
Not satisfied 8
Total 50
100% 100%
90%
80%
70%
60%
50%
42% 40%
28% 30%
17% 20%
13%
10%
0%
Fully Satisfied Not Fully Not Total
Satisfied satisfied Satisfied
Interpretation:
As per the above chart it shows the details:
28 % of customers are fully satisfied
42 % of customers are satisfied
17 % of customers are not satisfied
13 % of customers are fully not satisfied
6) The following tables shows the behavior of the showroom people while taking quotations
or purchasing the MRF TYRES.
Very Friendly 17
Friendly 22
Not friendly 4
Dont know 7
Total 50
120%
100% 100%
80%
60%
40% 44%
34%
20%
9% 13%
0%
Very Friendly Not Dont Total
Friendly friendly know
Interpretation:
34 % customer say that the behavior of showroom people while taking quotation or purchasing
MRF tyres were very friendly.
44 % customer says that the behavior of showroom people were friendly
9 % customer says the behavior of showroom people not friendly
13 % customer says the behavior of showroom people dont know
7) The following table shows the customers opinion about service charges in show room.
Very Reasonable 15
Reasonable 21
Costly 8
Very Costly 6
Total 50
120%
100%
100%
80%
60% Series1
42%
40% 30%
16% 12%
20%
0%
e
tly
bl
ly
bl
l
ta
a
os
t
on
na
os
o
C
T
s
so
C
ea
y
er
ea
R
V
R
y
er
V
Interpretation:
30 % of customers said that service charges are very reasonable.
42 % of customers said that service charges are reasonable.
16 % of customers said that service charges are costly
12 % of customers said that service charges are very costly
8) The following tables show why customer prefers MRF TYRES.
Quality 19
Price 12
Service 8
Durability 11
Total 50
Durability
22%
Quality
38%
Service
16%
Price 24%
Interpretation:
38 % customers prefers the MRF tyres due to the good Quality
24 % customers prefers the MRF tyres due to the reasonable price
22 % customers prefers the MRF tyres due to its durability
16 % customers prefers the MRF tyres due to its service
9) The following tables shows the problems faced by customers while purchasing MRF
TYRES
Lack of Information 11
Non co-operation of show room people 4
Delay 8
No problem 17
Total 50
Lack of
54%
60% Information
50%
Non co-operation of
40% show room people
30% 22% Delay

17%
20%
7%
10% No problem
0%
1
Interpretation:
22 % customer faced the problem due to lack of information
07 % customer faced the problem due to non cooperation of show room people
17 % customer faced the problem due to delay
54 % customer faced no problem
CHAPTER IV
FINDINGS
31% of customers have purchased on there own decision. They have decision
on the basis of experience and some customers have taken after making
comparison with other tyres. Hence it reveals that customers are satisfied with
MRF TYRES
Majority of customers means 45% are satisfied with the fulfillment of their
need/purpose.
Only 30% of customers are fully satisfied with price of the tyres about 21%
are not satisfied and 14% of customers are fully not satisfied with the price.
About 45% of customers are fully satisfied,30% o f customers are only just
satisfied and 16% are not satisfied with the quality.
About 45% of customers are satisfied with durability of tyres, and 14% are not
satisfied with durability.
About 42% of customers are fully satisfied with the performance of the tyres,
and only 14% are dissatisfied.
The customers are having a very good opinion about the MRF TYERES
about 28% are strongly satisfied with its performance, and only 17% are not
satisfied with performance.
The customers are having very good opinion about the behavior of showroom
people about 44% of customers are saying they are friendly and only 13% are
dont know.
The service charges are very reasonable in the view of about 43% of
customers and about 11% of customers believe that the service charges are
costly.
Majority of customers are fully satisfied with the MRF TYRES
SUGGESTIONS
SUGGESTIONS TO SHOWROOM:
Showroom must recruit well qualified and skilled labours that care about the
customer. It will abolish the problem of unskilled and poor quality service.
Showroom employees and workers should maintain friendly relation with every
customers.
Showroom should provide the remolding system to the existing customers.
Showroom should maintain tyres, tube, air compression machines etc,. which are
needed to the customer at any time.
Always adopt the improvement of servicing system and keep the showroom in
good conditions.
SUGGESTIONS TO COMPANY:
o The company should reduce the price of there products.
o Improve the distribution network and make available the products in
needed time of customers.
o Company always keeps some prizes and gifts to attract the customers.
o The products should advertised in the Regional TV channels and in
leading newspaper must.
CHAPTER V
CONCLUSION
According to the study I conclude that the MRF TYRES company satisfies the customer
need and the purpose, but only problem is with the service given to the customers by the
showroom. So, as per study in my opinion based on project I can say that MRF TYRES should
think about the service provided by showrooms in order to capture the maximum market
segment.
According to Bagalkot city the market is vast almost the whole district customers and
other new people purchase the MRF Tyres because it is old brand running tyres in market.
Almost people demands the MRF Tyres comparing to other company tyres.
Company provide more advertisement and always keep customers need with
development of MRF Tyres.
Customers Satisfaction towards MRF TYRES in Bagalkot city
QUESTIONNAIRE
Dear Sir/Madam,
(Please tick ( ) appropriate answer in the box / space)
I. Customer Introduction:
a. Name : _____________________________________________
b. Address : _____________________________________________
_____________________________________________
c. Occupation / Job: _____________________________________________
II. Which factors motivated you to purchase MRF TYRES?
A: Friends [ ] B: Brand Image [ ]
C: Advertisement [ ] D: Relatives [ ]
E: Self decision [ ] F: Others [ ]
III. To what extent the MRF TYRES has satisfied your purpose / need?
A: Fully Satisfied [ ] B: Satisfied [ ]
C: Dissatisfied [ ] D: Fully Dissatisfied [ ]
IV. As compare to other tyres how do you rate the following characteristics of your
MRF TYRES
Characteristics Excellent Very good Good Average

Price
Quality
Durable
Performance
Mileage
V: What is your opinion about MRF TYRES?
A: Excellent [ ] B: Very Good [ ]
C: Good [ ] D: Bad [ ]
VI: what was the behavior of show room people while taking quotations or while
Purchasing MRF TYRES?
A: Very Friendly [ ]
B: Friendly [ ]
C: Not-Friendly [ ]
D: Dont Know [ ]
VII: What is your opinion about service charges in the show room?
A: Very Reasonable [ ]
B: Reasonable [ ]
C: Costly [ ]
D: Very Costly [ ]
VIII: Why did you prefer MRF TYRE?
A: Quality [ ]
B: Price [ ]
C: Service [ ]
D: Durability [ ]
IX: What problems faced while purchasing MRF TYRES?
A: Lack of informations [ ]
B: Non co-operations of show room peoples [ ]
C: Delay [ ]
D: No problem [ ]
X: Give your valuable suggestions to improve MRF TYRES?
A: __________________________________________________
B: __________________________________________________
C: __________________________________________________
***************THANK YOU***************
BIBLIOGRAPHY
To complete this project I have referred the following books:
I. MARKETING MANAGEMENT - PHILIP KOTLAR.
II. MARKETING RESEARCH - TULL & HAWKINS
III. WWW.MRFTYRESINDIA.COM

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CHAPTER I

To study the Customers Satisfaction towards MRF Tyres

and when a customer get expected utilities it is called as customer satisfaction.

leader with the largest market share it tyre industry.

advanced polyurethane paints.

confident on its product.

STATEMENT OF THE PROBLEMS:

the satisfied customer will remain loyal to the firm brands.

make decision to purchase.

attitude towards tyres given by the showroom.

towards MRF Tyres in Bagalkot.

OBJECTIVES OF THE STUDY:

A customer is not dependent on us we are dependent on customer , this statement is basis

thing for every firm or service sector.

1. To know the customer satisfaction towards MRF tyres in Bagalkot city.

4. To know valuable suggestion form the customer.

SCOPE & LIMITATIONS

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

In a competitive marketplace where businesses compete for customers, customer satisfaction is

Measuring customer satisfaction

Improving Customer Satisfaction

INTRODUCTION OF MRF COMPANY

1946 - A year to remember India was on the threshold of independence.

manufacture tyres in 1961.

Today MRF is into a league of its own with:

advanced polyurethane paints

by the corporate world through a number of awards like.

and marketing and marketing journal.

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

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

CARE Research projects the Indian Tyre Industry to register a growth of 9-

Primary Industry Tyre Manufacturers

Executive Name Designation Phone

Jk Tyre & Industries Ltd. - Company Profile.

Company Profile: Jk Tyre & Industries Ltd.

APOLLO TYRES LIMITED

Head Office 7 Institutional Area, Sector-32

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

Stock Code - TSE

Stock Price - TSE

President Shoshi Arakawa

Industries Industrial & Manufacturing

Market drivers: India

Market challenges: India

Why use Radial tyres?

Scope and challenges

New and uncharted territories as export markets.

Founder K. M. Mammen Mappillai

Segment and Brands

Light Commercial, Jeep & Utility Vehicle Tyres

Passenger Cars Tyres

Off the road tyres

MRF ranked 12th by Crain Communication

PRODUCT CATEGORY IN TWO

Awards and Achievements:

MAJOR MILESTONES OF MRF COMPANY

MRF: A tough brand

INTRODUCTION OF D.D. TYRES

a) Tyre Fermant machine

c) Wheel alignment tooling machine

SPECIFICATIONS OF CORPORATE IDENTITY

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

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