17ATCMD044 Sharan N PDF

PROJECT REPORT
ON
‘A STUDY ON IDENTIFYING AND UNDERSTANDING THE
CUSTOMER’S NEEDS, PREFERENCES AND CUSTOMER
SATISFACTION LEVEL TOWARDS COMMERCIAL VEHICLES (LCV,
M&HCV) WITH RESPECT TO EICHER MOTORS IN BANGALORE’
Submitted in partial fulfillment of the requirement of the award of the

Post Graduate Degree of
MASTER OF BUSINESS ADMINISTRATION
BANGALORE UNIVERSITY
Submitted by,
SHARAN N
(REG. NO. 17ATCMD044)
Under the guidance of

Prof Smt K. SHREELAKSHMI
ASSISTANT PROFESSOR
GOVERNMENT RAMNARAYAN CHELLARAM COLLEGE OF

COMMERCE AND MANAGEMENT
RACE COURSE ROAD, BENGALURU - 560001
2018-2019
CERTIFICATE FROM THE
PRINCIPAL
This is to certify that Mr. SHARAN N bearing University Register
No 17ATCMD044 studying in second year ‘MASTER OF
BUSINESS ADMINISTRATION’, student of our college and she has
been SUCCESSFULLY carried out a project entitled “A STUDY ON
IDENTIFYING AND UNDERSTANDING THE CUSTOMER’S
NEEDS, PREFERENCES AND CUSTOMER SATISFACTION
LEVEL TOWARDS COMMERCIAL VEHICLES (LCV, M&HCV)
WITH RESPECT TO EICHER MOTORS IN BANGALORE " under
the guidance and supervision of PROF. K SHREELAKSHMI for the
partial fulfilment of the requirements for the award of the degree of
“MASTER OF BUSINESS ADMINISTRATION” from
BANGALORE UNIVERSITY, during the academic year 2018-2019.
This study is based on original result and has not formed the basis for
the award of any degree, diploma, associate ship, fellowship or any
other similar title from any other universities previously.
PLACE: BANGALORE Dr. CHANDRASHEKARA

DATE: (PRINCIPAL)
CERTIFICATE FROM THE HEAD OF THE
DEPARTMENT

No. 17ATCMD044 studying in second year “MASTER OF
BUSINESS ADMINISTRATION”, student of our college and he has
been successfully carried out a project entitled “A STUDY ON
WITH RESPECT TO EICHER MOTORS IN BANGALORE” under
the guidance of PROF. K SHREELAKSHMI for the partial
fulfillment of the requirements for the award of the degree of
“MASTER OF BUSINESS ADMINISTRATION” from
BANGALORE UNIVERSITY, during the academic year 2018-2019.
PLACE: BANGALORE DR. AJAZ AHMED KHAN

DATE: (Co-coordinator, MBA)
CERTIFICATE FROM THE GUIDE

No. 17ATCMD044 studying in second year “MASTER OF
BUSINESS ADMINISTRATION”, student of our college and he has
been successfully carried out a project entitled “A STUDY ON
WITH RESPECT TO EICHER MOTORS IN BANGALORE” under
my guidance for the partial fulfillment of the requirements for the
award of the degree of “MASTER OF BUSINESS
ADMINISTRATION” from BANGALORE UNIVERSITY, during
the academic year 2018-2019
PLACE: BANGALORE PROF. K SHREELAKSHMI

DATE: Assistant professor
CERTIFICATE OF ORIGINALITY
This is to certify that the dissertation “A STUDY ON

WITH RESPECT TO EICHER MOTORS IN BANGALORE” is an
original work of Mr. SHARAN N bearing University Register
Number 17ATCMD044 and is being submitted in partial fulfillment
for the award of the MASTER’S DEGREE IN BUSINESS
ADMINISTRATION OF BANGALORE UNIVERSITY. The report
has not been submitted earlier to this University/Institution for the
fulfillment of the requirement of any course of study. Mr. SHARAN
N is guided by PROF. K SHREELAKSHMI is the Faculty Guide as
per the regulations of Bangalore University.
Signature of Faculty Guide Signature Director/principal/HOD

Date: Date:
BANGALORE UNIVERSITY
Certificate of Originality (Plagiarism)
Name of the Student : SHARAN N
Registration Number : 17ATCMD044
Title of Dissertation : A study on identifying and understanding the
customer’s needs, preferences and customer
satisfaction level towards commercial vehicles
(LCV, M&HCV) with respect to Eicher
motors in Bangalore
Name of the Guide : K SHREELAKSHMI
Similar Content (%) Identified : 4%
(Accepted maximum limit of
similarity 25%)
Dissertation ID Number : 190101074518
The dissertation report has been checked using DRILLBIT anti- plagiarism software (Attach
first page of the originality report as ANNEXURE) and found within limits as per plagiarism
policy and instruction issued by the UNIVERSITY/ CBSMS. We have verified the contents
of the dissertation report, as summarized above and certified that the statements made above
are true to the best of our knowledge and belief.
SIGNATURE OF GUIDE SIGNATURE OF PRINCIPAL

DATE: DATE:
STUDENT DECLARATION
I hereby declare that “A STUDY ON IDENTIFYING AND

UNDERSTANDING THE CUSTOMER’S NEEDS, PREFERENCES
AND CUSTOMER SATISFACTION LEVEL TOWARDS
COMMERCIAL VEHICLES (LCV, M&HCV) WITH RESPECT TO
EICHER MOTORS IN BANGALORE” is the result of the project
work carried out by me under the guidance of PROF. K
SHREELAKSHMI in partial fulfillment for the award of MASTER
OF BUSINESS ADMINISTRATION OF BANGALORE
UNIVERSITY. I also declare that this project is the outcome of my
own efforts and that it has not been submitted to any other university
or institute for the award of any degree or diploma or certificate.
PLACE: BENGALURU SHARAN N

DATE: (17ATCMD044)
ACKNOWLEDGMENT
The success and final outcome of this project required a lot of

guidance and assistance from many people and I am extremely
fortunate to have got this all along the completion of y project work.
Whatever I have done is only due to such guidance and assistance and
I would not forget to thank them.
I would like to thank my internal guide PROF. K

SHREELAKSHMI for his guidance and encouragement and I also
thank all the faculty members in the process of completion of this
course.
I also thank all MY FRIENDS AND OTHER PEOPLE who have

helped me directly or indirectly in the execution of this study.
I would also like to thank Dr. CHANDRASHEKARA principal,

for their encouragement & co-operation in all matters pertaining to
my project work and during the curriculum.
PLACE: BENGALURU SHARAN N

DATE: (17ATCMD044)
CONTENTS
SL.NO TITLE PAGE NO
1 INTRODUCTION 1-2
2 RESEARCH DESIGN 2-5
3 PROFILE OF THE 6-20

RESPONDENTS
4 DATA ANALYSIS AND 21-49
INTREPRETATION
5 FINDINGS, 50-51
SUGGESTIONS AND
ANALYSIS
 BIBLIOGRAPHY 52
 ANNEXURE 53-57
LIST OF TABLES
TABLE NO TITLE PAGE NO
4.1 Showing information about kind 21

of vehicle customer have
4.2 Shows type of customer 21
possesses
4.3 It shows type of business 23
customer do
4.4 It shows factor influencing 25
customer to buy Eicher motors
products
4.5 It shows factors considered by 26
customer while buying the
products
4.6 It shows response is done as 28
promised
4.7 Company provide accurate 29
information about cost and time
4.8 Service opening and closing time 30
4.9 It shows response about service 31

is performed right at first time
4.10 It shows response about Firm is 32

providing appropriate and new
spare parts
4.11 It shows response About 33
organization reputation
4.12 It shows response about 34
organization guarantees services
Employee’s behavior instills
confidence

Professional appearance of
employees
4.15 It shows response about Tools 37
and equipment’s are used
4.16 It shows response about repair 38
and washing quality
Informative signage
Employees try to determine what
customer’s specific objectives
Employees behavior
4.20 Employees listen to customers 42
problems
4.21 It shows response about Fairness 43
of charges for routine
maintenance
employee’s remainder about the
upcoming services
organization responds to it
quickly
Employees willing to answer
customer questions
4.25 It shows response about Provide 47
detailed explanation of work
carried out.
4.26 It shows response about the 48
repeat complaints attend on
priority basis.
4.27 Repeat complaints solved 49
completely
LIST OF GRAPHS
GRAPH TITLE PAGE NO
NO
4.1 Showing information about kind 22
of vehicle customer have
4.2 Showing information about type 23
of vehicle customer owns
4.3 Showing type of business doing 24
by customers.
4.4 It shows factors influencing the 26
customer to buy the product
4.5 Showing information about 28
factors customer consider before
buying of vehicles
response of company as they
promised
information provided by
company about cost and time
4.8 Shows customers response about 31
opening and closing time of
service
4.9 Shows information about service 32
performance at first time
4.10 Shows information about spare 33
parts provided by company
4.11 It shows information about 34
organization reputation in
customer mind
4.12 Shows information about 35
guarantees to services by
company
employees behavior
professional appearance of
employees
4.15 It shows information about tools 38
used
4.16 It shows information about repair 39
and washing quality
signage
4.18 It shows customers specific 41
objectives
employees behavior

customer problems
fairness in charges for regular
maintenance
remainder about the upcoming
services
respond time of organization to
customer problems
employee’s willingness to answer
the customer questions
explanation given to customer
about provided service
4.26 It shows information about
priority given to repeated 49
complaints
solving of repeated complaints
A STUDY ON IDENTIFYING AND UNDERSTANDING THE CUSTOMER'S NEEDS, PREFERENCES, AND CUSTOMER
SATISFACTION LEVEL TOWARDS COMMERCIAL VEHICLES (LCV, M&HCV) WITH RESPECT TO EICHER
MOTORS IN BANGALORE
CHAPTER 1
1.1 INTRODUCTION
It is very important to study the topic “Understanding need gaps in commercial vehicle
segment and find the market potential for Eicher motor commercial vehicles. Today
when the market is being globalized and opens, there is a quick increase in competition in
the field of marketing from a both domestic and multinational company. Every
organization tries to do something which is different through which they can grab a huge
market share or at least sustain in the highly competitive market.
Automobile companies are introduced in our nation to attract customers. There also a
competition two companies in producing their products according to the customer
preference. So before producing the product, the company should look over the customer
desires, preferences and choice, because customer preference varies according to their
thoughts and nature of the business. Their products must be produced in a pleasing level
of the whole customer.
1.2 STATEMENT OF PROBLEM
A study on Identifying and understanding the Customer’s needs, preferences and

customer satisfaction towards commercial vehicles (LCV, M&HCV) with respect to
Eicher motors in Bangalore.
1.3 OBJECTIVES OF STUDY
 To know the awareness of customers about (Eicher motors and services pvt.ltd)
company’s products and services.
 To know the customer's expectation during buying decision of M&HCV and LCV
trucks.
GOVERNMENT RAMNARAYAN CHELLARAM COLLEGE OF COMMERCE AND MANAGEMENT 1

MOTORS IN BANGALORE
 To know whether customer satisfied with the products and services provided by
the company.
1.4 SCOPE OF THE STUDY
The study has been made in Bangalore for studying “Understanding the need gaps in
LCV and HCV automobile segment and find the market potential for Eicher Motors in
commercial vehicle platform”. The study is useful for the company in finding the
potential for commercial vehicles in Bangalore and the strategies to use for building its
growth in the commercial vehicle market. It also gives the preference of the customer’s
requirements attributes while selecting a commercial vehicle, marketing support and also
regarding various incentives scheme.
1.5 NEED OF THE STUDY
The Automobile Industries is facing high competition with more players mushrooming
over a period of time, it is important that business has to be steered in a systematic
manner such as to meet the demand of the customer. in addition to the customers, the
dealers also plays an indirect part in boosting up the sales of a company product. Since
the Automobile industry is rapidly changing and consumers are becoming very much
conscious in using their products, it has become a necessity for the Automobile Industry
to fulfill the needs of the customers.
Eicher motors are one of the leader in producing commercial vehicles and now is facing
more competition from the competitors. Now it has become very much important to study
the customer preferences while buying the products in Bangalore region. This study will
be useful for the company in its launch of various products, as it suggest some key
attribute, which is preferred by the consumers.
1.6 Hypothesis:
H1:- Customers consider service dimension when they buy the product.

MOTORS IN BANGALORE
H0:- Customers does not consider serviced dimension when they buy the product.
H1. There is a significant difference in product specification in three different businesses.
H0. There is no significant difference in product specification in three different

businesses.
1.7 RESEARCH METHODOLOGY
RESEARCH
Research is an activity where defining problems and hypothesis are formulated and
suggesting the solution by collecting, organizing and evaluating of information. It
includes making assumptions and getting conclusion and testing the conclusions to know
will they are appropriate to formulate hypothesis.
RESEARCH DESIGNING
Research design is purely a framework or strategy of a study that monitors the collection
and exploration of data.
DATA COLLECTION METHODS
PRIMARY DATA: It can be collected from the designed scientific undisguised

questionnaires, surveys, mail and from telephone interviews. The researcher can get data
from the personal talks and from the focused groups.
SECONDARY DATA: It includes both the data that is external and internal data,
internal data were company handbooks, brochures, , and other records etc. outdoor data is
from the available like company websites and internet.
TYPES OF RESEARCH DESIGN
 Exploratory Research Design

 Descriptive Research Design
 Experimental Research Design

MOTORS IN BANGALORE
In the survey conducted, the research design adopted is “descriptive research design”.
DESCRIPTIVE RESEARCH:
Descriptive research is more conserved with defining the frequency with which an event
happens or the relating between two variables. It is always normally guided by a primary
relationship between variables like age, income, occupation, education, etc. It includes
inspections and fact-finding to make inquiries of different information. The technique of
research used in descriptive research of survey techniques of all kinds. It includes
comparative and correlation techniques. It is relatively more used in the field of
marketing.
The most important use of descriptive research is an explanation of current affairs as it

exists in present scenario. The most important characteristic of this method is that the
only researcher able report what has happened because he can’t standardize the variables.
1.8 LIMITATIONS OF THE STUDY
 Time period of the research project is very short.

 The present data is restricted to 25 respondents.
 Some customers did not respond properly, because of lack of time and
information.
1.9LITERATURE REVIEW
1. ChristouLoizos: Since service quality has been characterized by researchers as a

central element in retention of existing customer successfully and attracting repeat
business by consistently delivering high-quality services which is critical and
fundamental strategy element for surviving in highly competitive environment for
longer period of time.
2. Marta Kadłubek: In customer, service quality plays a important role in

facilitating enterprises to succeed filling the a customers and enterprises, which

MOTORS IN BANGALORE
create a competitive advantage over their competitive companies and

consequently makes a contribution insuccess and fortune of the enterprises
3. Ms.U.Dhanalakshmi: This paper tries to explains about service quality models

and factor which influences or helps the company to improve their strategy to
improve the service quality
4. SamaanAlmsalam: Customer expectations are-trial beliefs about a product or

service. In the deficiency of information, earlier expectation of service will lead to
dissatisfaction. Actually, company should provide proper information to customer
so that they can understand the practical problems.
5. Jan Carlson: The prime objective is to measure perceived service quality is to
define between expectations and perceived performance. There are several other
gaps which are well-designed research program will report. The relationship
between customer expectation and perception about quality of service what they
actually get.
6. Dina Aswad: Its main aim is to identify the gaps between the customer's
expectation and the actual services provided at different levels of services and to
avoid the gap to improve the services provided to customers The marketing is
customer oriented subject which have important relationship with strategic
concept, only the tools,techniques are dissimilar. The strategic operations can be
used in gap model.

MOTORS IN BANGALORE
CHAPTER 2
2.1INDUSTRIAL PROFILE
Automobile sector is a key player in global and Indian economy. Automobile industry
across the world is undergoing structural change and seems to be one of the hotbeds of
restructuring and recognizing of the production structure in the present scenario. Because
it has been linked with forward and backward of various segments of economy and can
create large employment opportunity and the changes in automobile sector will largely
affects industrial development of country.
The past of automobiles manufacturing was more dominated by US. There was
distinguished automobile manufacturers who can compete with US. But, after
1945thetechnologies of other countries are improved a loti.e.Japan and certain European
nations grown within a very less time. In early1980s, the U.SAutomobile market was
flooded with foreign automobile i.e., Japan and Germany.
Current size of Automobile market
In the world market the growth of commercial vehicle industry was less during 2006-
2011; but, from 2012 to 2017, it is estimated that the growth is moderate. And it is

MOTORS IN BANGALORE
expected that it will reach $521.5 billion in 2017. The world commercial vehicle business
consists of the manufacture of Light Commercial Vehicles (LCV), Heavy Commercial
vehicles, Buses, and Coaches. It has more concentrations in cargo and shipping sector as
its most important clients.
Small business operations can contest well by providing rapid improvement by helping a
confined market, or moving large sized goods. The normal annual income for company is
$135,000. It participates with other more in cargo transport which includes railway,
airway, and navy routes. The transfertowardinter-model moving means that the mode of
delivery is regularly more balance in nature. The goods, procedures, and technology are
more important in-service which includes long-distance transportation and local
transportation. The business pulls more than 10 billion tons of cargo per annum, on
behalf of 60% of the total largeness and 70 percent of worth of USprofitablecargoactions.
It includes personal carrier. The US automobile task force it contains nearly 6 million of
single unit trucks and 2 million of tractor trailers. The 80% of revenue comes from
common products naturally moved on tractor trailers and 20% comes from specified
liquid chemicals and huge and delicate commodities for longer distances.
Indian Automobile Industry
In 1990Indian government a granted permission for FDI which allowed multinational

companies to invest in Indian market. ItrestructuredIndian automobile sector for the
benefits for national economy as well as for customers. From then onwards numerous of
multinational organizations have started their manufacturing units in the India there a
broad variety of vehicles to substantial residents. Present report says that the Indian
commercial vehicle market has developed by hiking and leaps because of modern
economic liberalization. It is having positives scenarios as the production of vehicles and
sales are increasing.

MOTORS IN BANGALORE
Original equipment manufacturers (OEMs) are new for starters and growing market
exposures helped to gain more market share. In present year it has been more loss for
market leaders in market share i.e. Tata Motors has lost more inMCV and HCV section
because of OEMs have able to counterpoise the impact of the slowdown to a level, with
expanding their business through dealership network. More, specifically, Volvo, Eicher,
gained market share by the backing of increase unsatisfactoriness in the heavy-duty
trucks segment.
The commercial vehicle industries in India have flooded over the past decade. The
market is growing at a compound annual growth rate over 15% till 2016 and companies
are willing to expand. Mercedes Benz in 2015 started manufacturing commercial vehicles
in India and in the time span of 10 months they rose to be the 5th largest commercial
vehicle manufacturer in India.
Mahindra also improved more than the industry leaders though on low volumes. Ashok-
Leylandhasgetting higher market exposure outside the southern regions which helped in
opposing the impact of the slowdown to a level.
Indian CV market is studied in different perceptions. It provides information on

production, sales, and exports of main companies in every segment. It is more divided
into passenger carriers and goods carriers sections. This will also predict the development
in commercial vehicle auto component industry is more.
The current Indian position in different sectors of automobiles is as follows
 India is the largest tractor manufacturer in the world

 India stands in second place in the global market in manufacturing the two-
wheelers.
 In global market, India stands in second in manufacturing buses.
 In the manufacturing of heavy truck manufacturing India stands in 5th place.
 India is the 6th largest car manufacturer in the globe.
 In the manufacturing of commercial vehicle, India stands in 8th place in the global
market

MOTORS IN BANGALORE
MAKE IN INDIA
In 2013 Indian government announced a program called made in India in order to attract
leaders of the global market to invest in India. Soit will help India’s economic growth by
creating more employment opportunities and increases GDP of India. Now 100% of FDI
is acceptable in automobile sector through the programmed endorsement course which
implies that outside financial specialist doesn't require earlier approval from the Indian
government.
Make in India program encouraged foreign automobile industries to open their assembly
and manufacturing units in India. Mercedes Benz and Scania are the major commercial
vehicle manufacturing foreign companies entered to India through this program. The
implementation of the GST bill will also help to reduce the manufacturing cost of
vehicles.
2.2 COMPANY PROFILE
BACKGROUND AND INCEPTION OF THE COMPANY
Eicher Motors Limited is the leading organization of the Eicher Group. It played a major
role green revolution in India by manufacturing the Indian agricultural tractors in 1959.
Eicher motor is presently a major participant in the Indian commercial vehicle segment.
EML's has made joint ventures with the Volvo group, VE Commercial Vehicle Limited,
producing fuel-productive trucks. It is driving the way for modernizations in business
transportations in India.
EML's has made a joint venture with the US-based Polaris Industries Inc. which is started
in 2012; Eicher Polaris Private Ltd. (EPPL) produced the Multix, which is 3-in-1 vehicle
built for independent in June 2015. For the fifteen months finished walk in 2016, Eicher
Motors recorded the highest total income of 15689crores and is recorded on the Bombay
and National Stock Exchanges. As the April 1st, 2016, Eicher Motors Limited turns into

MOTORS IN BANGALORE
a piece of the nifty 50 Index. Commercial vehicles reported a 63% growth in total sales at
6930 units in June 2018 as compared to 3921 units in June 2017. this includes 6315 units
of Eicher brand and 75 units of Volvo branded
2.3 VISION AND MISSION OF EICHER MOTORS
VISION
To be recognized as the industry driving leader and driving modernization in commercial

transportation in India and the developing world.
MISSION
VECV plans to constantly to enhance transportation effectiveness in India and world in

this way cut down the logistics costs for products and human prompting higher
enablement of specialization in manufacturing, farming, and services, by contributing to
the development of nations economy.
 Eicher motors desire to sustain for a longer period by having the good, well-built
and well-organized production in the market.
 VECV think about their customers individually by not just offering trucks and
buses, but also the best service.
 Eicher motors work with the driver community to improve their productivity and
in general working environment.
 Eicher Motors make sure that the level of quality and innovations that will
continue to set standard in the commercial transport industry.

MOTORS IN BANGALORE
2.4PRODUCT/SERVICE PROFILE
Two wheelers
(Royal Enfield)
Type of vehicle Model name
Afe Racer Continental GT
Cruiser Thunderbird 500
Thunderbird 350
Retro Street Classic Squadron Blue
Classic Desert Storm
Classic Battle Green
Classic Chrome
Classic 500
Classic 350
Standard Street Bullet 500
Bullet 350

MOTORS IN BANGALORE
Trucks
Pro Series Model Name
1000 Series (5-14tons)
Eicher Pro 1059
Eicher Pro 1055t
Eicher Pro 1049
Eicher Pro 1110xpt
Eicher Pro 1059xp
Eicher Pro 1080
3000 Series (10-15tons) Eicher Pro 3013
Eicher Pro 3015
Eicher Pro 3012
Eicher Pro 3016
6000 Series (16-40tons) Eicher Pro 6025
Eicher Pro 6040
Eicher Pro 6025t
Eicher Pro 6031

MOTORS IN BANGALORE
8000series (25-49tons) Eicher Pro 8031xm (8x4)
Eicher Pro 8025t
Eicher Pro 8031
Eicher Pro 8031t
Eicher Pro 8049 (6x2)
Eicher Pro 8049 (6x4)
VE Series Trucks
Eicher Terra 16
Eicher 20.16
Eicher 40.35
Eicher 35.31
Eicher Terra 25
Eicher 40.40
Eicher 30.25 Xp

MOTORS IN BANGALORE
Buses
School Buses Skyline Pro 3008 School Bus 52 Seater
Skyline Pro 3009 School Bus 62 Seater
Skyline School Bus 34 &41 Seater
Skyline Ac School Bus 34 &41 Seater
Skyline School Bus 42 &51 Seater
Starline College Bus 32 Seater
Staff Buses Skyline Pro Staff Bus 36 Seater
Skyline Pro Staff Bus 44 Seater
Skyline Ac Staff Bus 32 Seater
Skyline Staff Bus 55 Seater
Skyline Staff Bus 60 Seater
Starline Staff Bus 20 Seater

MOTORS IN BANGALORE
2.5 SWOT ANALYSIS
STRENGTH
 Eicher motors having High growth rate when compared to compotators

 It has reduced labor cost
 It is having Excellent distribution and sales networks
WEEKNESS
 Future cost structure

 Absence in defense sector
OPPORTUNITES
 Indian and world economy growth rate is more

 Globalized and linearization markets
 New acquisitions
 Income level is at a constantlyincreasing
 More growing demand for commercial vehicles
 Implementation of GST bill will help to bring down the manufacturing cost
THREATS
 Price changes
 Growing competition and lower profitability

MOTORS IN BANGALORE
2.6 Competitors in the market
 Ashok Leyland
 Bharath Benz
 Tata motors
 Mahindra & Mahindra

MOTORS IN BANGALORE
CHAPTER 3
3.1 Theoretical Background Study
The customer gap is the differences between customer perceptions and customer
expectations. Customer expectations are reference points that customers bring into
familiarity, but customer perceptions are biased assessments of real services experience.
Customer expectation generally consists ofcustomer believes, customers think that they
have received what they expected. But practically it is rare which leads to gap between
customer expectations and perceptions and there are five types of gaps they are:
 GAP 1: It is the disparity between the customers’ expectation and the perception
of this expectation byorganization.
 GAP2: It is the disparity between the perception of the customer expectations
byorganization staff andtangible features of the service.
 GAP 3: It is the disparity between the prerequisite of service quality and the
quality of actual service conditions.
 GAP 4: It is the disparity between the quality of service provided and the
information on service provided to customers.
 GAP 5: It is the difference between level of satisfaction of the customer's
expectations and customerjudgment of the service
The listening gap (gap 1) is the difference between customer expectations of service and
company understanding of those expectations. The firms should give preference and
accurate understanding of customer’s expectations rather than meeting of customer’s. the
information about customer expectations is obtained by doing the market research
through customer interview, survey research, complaints system, and customer panels.

MOTORS IN BANGALORE
The lack of upward communication is a key factor listening gap. Frontline employees are
directly in contact with customers, so they will have information about customer needs
and preferences. If management is not in contact with frontline employees then they can’t
understand what employees know.
When companies more concentric about new customer then they fails to understanding
the changes in needs and expectations of existing customers. Lack of service recovery is
one of the reasons for listening gap. Lack of encouragement to listen to customer
complaints which make customer dissatisfaction it will widens the listening gap. Majority
of companies fails in providing appropriate recovery mechanisms if service is failed.

MOTORS IN BANGALORE
3.2 DIMENSIONS OF SERVICE QUALITY
Service quality is a critical element of customer perceptions. It is also be a very important

tool to measure the customer satisfaction. The customer expectations and perception are
based on five dimensions they are Reliability, Assurance, Tangibles, Empathy and
Responsiveness.
RELIABILITY
It plays major role satisfaction of customer related toservice quality. Reliability is defined
as the capability to perform as promised dependent and accurate services or company
should deliver as they promised to customer in service provision, problem resolution, and
pricing.
RESPONSIVENESS
It is the readiness to assist customers to offeron time services. It concentrates more

onkindnessand promptness in facing customer requests, questions, complaints and
problems. To do extremely well on the dimension of responsiveness, a company should
view the process of service delivery from customer view rather than employee prospect.
ASSURANCE
Assurance defines employee knowledge and courtesy and the capacity ofinspiring the
customerfaith and assurance of customers. Assuranceplays major role in service
industries which offers high intensity of risks, such as automobile repair and hospital
services. The importance of the assurance increases withpercentage of the risk and the
better the incapability for a customer to assess the service
EMPATHY
Empathy is defined as the kindness, individual attention given towards customers. The
fundamental nature of empathy is assigning through personalized or customized service,
to customers who are unique and special. The capability understanding the customer
needs.

MOTORS IN BANGALORE
TANGIBLE
Tangible is known as the appearing of physical facilities, equipment, and workforce and
information materials. Service industry like hospitals and restaurants depends more on
tangible factors. Customers habituallycritic the quality of a hotel experience based on
quality of the physical atmosphere and tangible amenities. It provides physical
representation or images of the service those customers, especially for new customers.

MOTORS IN BANGALORE
CHAPTER 4
4.1 DATA ANALYSIS AND INTERPRETATION
1. What kind of vehicle does customer have?
Table4.1: showing information about kind of vehicle customer have
Respondents percentage
LCV 0 0
MCV 8 32%
HCV 17 68%
Buses 0 0
Total 25 100%
ANALYSIS: From the above analysis it can be analyzed that 32% of respondents owns
Medium Commercial Vehicles and 68% of respondents owns 68% of Heavy Commercial
Vehicle.
kind of vehicle customer ownes

0%
32%
LCV
MCV
HCV
68% Buses
Graph4.1: showing information about kind of vehicle customer have
INTERPRETATION: From the above graph it is clear that majority of respondents have
Heavy Commercial Vehicle

MOTORS IN BANGALORE
2. What type of truck customer possesses?
Table 4.2: shows type of customer possesses
Respondents Percentage
Haulage trucks 2 8%
Tipper trucks 4 16%
Cab truck 2 8%
Delivery trucks 17 68%
ANALYSIS: From above table, it is clear that 8% respondents possesses Haulage and
Cab trucks, 16% respondents have Tipper trucks and majority of respondents has
Delivery trucks i.e., 68%
Type of vehicle
8%
16%
Haulage trucks
Tipper trucks
8% Cab trucks
Delivery trucks
68%
Graph4.2: showing information about type of vehicle customer owns
INTERPRETATION: From above graph, it is clear that majority of customer owns

Delivery trucks

MOTORS IN BANGALORE
3. What type of business customers do?
Table 4.3: It shows type of business customer do
Logistics 16 64%
Constructions 3 12%
Mining 0 0
Other 6 24%
ANALYSIS: From above table, 64% of customers do logistics business and 12% of
customers do construction business.
Type of business
Logistics
24% construction
mining
0% other
12%
64%
Graph4.3: showing type of business doing by customers.
INTERPRETATION: From above graph, it is clear that majority customers are doing
logistics business.

MOTORS IN BANGALORE
CHI-SQUARE TEST
H1: There is a significant difference in product specification in different businesses.
H0: There is no significant difference in product specification in different businesses.
Given- 4 types of categories
N= Total frequency
E=25/4 = 6.25
O = Observed frequency
E = Expected frequency
Particulars Observation(O) Expected(E) (O-E) (O-E)2 (O-E)2/E

Logistics 16 6.25 9.75 95.0625 15.21
Construction 3 6.25 -3.25 10.5625 1.69
Mining 0 6.25 -6.25 39.0625 6.25
Other 6 6.25 -0.25 0.0625 0.01
Total 25 23.16
Interpretation: - (Table value) = 9.488
Calculated value = 23.16
Since the calculated value of x2 is greater than the tabulated value, it is significant. Hence
we reject H0 at 5% level of significance and conclude that there is a significant difference
in product specification in different businesses.

MOTORS IN BANGALORE
4. What encourages customer to buy products of Eicher motors?
Table 4.4: It shows factor influencing customer to buy Eicher motors products
Advertisements 4 16%
Friends/Family 11 44%
Personal selling 10 40%
ANALYSIS: From above table, we know that 44% and 40% of customers motivated by
personal selling and friends or family member's suggestion and 16% of customers are
motivated by advertisement
factors influencing
16%
40%
advertisement
friends/family
personal selling
44%
Graph 4.4: it shows factors influencing the customer to buy the product
INTERPRETATION: From above graph, it is clear that friends/family and personal

selling motivates customer.

MOTORS IN BANGALORE
5. What factors does customer consider while buying the product?
Table 4.5: It show factors considered by customer while buying the products
Price 2 8%
Quality 3 12%
Technology 8 32%
Service 12 48%
ANALYSIS: From above table, we know that 8% of customer considers while buying
the vehicles, 12% of customer considers Quality, 32% of customers consider technology
and 48% of customer consider service factors.
CHI-SQUARE TEST
H1:- Customers consider service when they buy the product.
H0:- Customers does not consider service when they buy the product
Given- 4 types of categories
N= Total frequency
E=25/4 = 6.25
O = Observed frequency
E = Expected frequency

MOTORS IN BANGALORE
Particulars Observation Expected (O-E) (O-E)2 (O-E)2/E

Price 2 6.25 -4.25 18.0625 2.89
Quality 3 6.25 -3.25 10.5625 1.69
Technoloy 8 6.25 1.75 3.0625 0.49
Service 12 6.25 5.75 33.0625 5.29
Total 25 10.36
Since calculated value of x2 is near to tabulated value 5% significant, hence we reject

H0and conclude that customer consider service dimension when they buy a product they
consider technological dimensions also.
Factors consided by customer while

products
60%
50% 48%
40%
32%
30% Factors consided by customer
while products
20%
12%
10% 8%
0%
Price Quality Technology Services
Graph 4.5: showing information about factors customer consider before buying of
vehicles
INTERPRETATION: From above graph it is clear that majority of customer consider

technological and service factors while buying the vehicles

MOTORS IN BANGALORE
6. Reliability
6.1. If response is promised in a certain time does it happens?
Table 4.6: it shows response is done as promised
Strongly disagree- 1 0 0%
Disagree-2 0 0%
Moderate-3 4 16%
Agree-4 15 60%
Strongly agree-5 6 24%
ANALYSIS: From above table we know that 16% of customers say the response is
moderate as promised by the company, 60% of customers agree and 24% of customers
strongly agree that the service is done as company promised.
16
14
12
10
8
6
4
2
0
Strongly Disagree Moderate Agree Strongly
disagree agree
Graph 4.6: showing information about response of company as they promised
INTERPRETATION: From above graph it is clear that customer is satisfied with

response of company to customer problems as promised.

MOTORS IN BANGALORE
6.2. Do company provide accurate information about cost and time?
Table 4.7: company provide accurate information about cost and time
1 0 0%
2 0 0%
3 7 28%
4 13 52%
5 5 20%
ANALYSIS: From above table we know that the accurate information is provided by
company about cost and time 28% of respondents say moderate, 52% of respondents say
they agree and 20% of respondents say they strongly agree.
20%
28%
Strongly disagree 0
Disagree 0
Moderate 7
Agree 13
Strongly agree 5
52%
Graph 4.7: showing information about information provided by company about cost and
time
INTERPRETATION: From above graph it is clear that majority of customers agree that
company provides accurate information

MOTORS IN BANGALORE
6.3 Is customer is happy about opening and closing time of service?
Table 4.8: service opening and closing time
1 0 0%
2 0 0%
3 4 16%
4 20 80%
5 1 4%
ANALYSIS: From above table we know 16% of customer say moderate, 80% of
respondents happy with opening and closing time of service and 4% of customers are
very happy about it.
response about opening and closing

time
4% 16%
Strongly disagree
Disagree
Moderate
Agree
Strongly agree
80%
Graph4.8: shows customers response about opening and closing time of service
INTERPRETATION: From above graph it is clear that majority of customers are happy
about opening and closing time of service.

MOTORS IN BANGALORE
6.4. Is service is performed right at first time?
Table 4.9: It shows response about service is performed right at first time
1 0 0%
2 0 0%
3 12 48%
4 8 32%
5 5 20%
ANALYSIS: From above table 48% of respondents say service is performed at first time
is moderate, 32% respondents say good and 20% of respondents say very good.
service is performed right at first

time
20%
Strongly disagree
48% Disagree
Moderate
Agree
32% Strongly agree
Graph 4.9: shows information about service performance at first time
INTERPRETATION: From above graph its clear that the majority respondents say
service performed right at first time is moderate.

MOTORS IN BANGALORE
7. ASSURANCE
7.1. Is company providing appropriate and new spare parts?
Table 4.10: It shows response about Firm is providing appropriate and new spare parts
1 0 0%
2 0 0%
3 1 4%
4 9 36%
5 15 60%
ANALYSIS: From above table we know that the 60% respondents strongly agree, 36%
of respondents agree, 4% of respondents that company provide accurate and new spare
parts,
spare parts
4%
Strongly disagree
36%
Disagree
Moderate
60% Agree
Strongly agree
Graph 4.10: shows information about spare parts provided by company
INTERPRETATION: From above graph its clear that majority of respondents strongly
agree that company provide accurate and new spare parts.

MOTORS IN BANGALORE
7.2. Does organization have good reputation?
Table 11: It shows response aboutAbout organization reputation
1 0 0%
2 0 0%
3 0 0%
4 5 20%
5 20 80%
ANALYSIS: From above table we can find 80% of respondents strongly agree that
company has good reputation and 20% agree that.
organization reputation
20%
Strongly disagree
Disagree
Moderate
Agree
80% Strongly agree
Graph 4.11: it shows information about organization reputation in customer mind
INTERPRETATION: From above graph we know that majority of respondents strongly

agree that the organization have a good reputation.

MOTORS IN BANGALORE
7.3. Does organization guarantees its service?
Table 4.12: It shows response about organization guarantees services
1 0 0%
2 0 0%
3 2 8%
4 17 68%
5 6 24%
ANALYSIS: From above table we can find that 68% of respondents agree that company
provide guarentee to their services, 8% say modarate and 24% srongly agree with that.
organization guarantees services
18
16
14
12
10
8
6
4
2
0
strongly disagree moderate agree strongly agree
disagree
Graph 4.12: shows information about guarantees to services by company

MOTORS IN BANGALORE
INTERPRETATION: From above graph it is clear that majority of respondents agree

that company provide guarantees to their services.
7.4. Employee’s behavior instills confidence?
Table 4.13: It shows response about Employee’s behavior instills confidence
1 0 0
2 4 16%
3 10 40%
4 10 40%
5 1 4%
ANALYSIS: From above table we can find that 40% respondents say moderate, 16%
respondents disagree, 40% of respondents agree and 4% respondents strongly agree that
the employee’s behavior instills confidence.
employees behaviour instills

confidence
10 10
10
8
6 4
4
2
0 1
Graph 4.13: it shows information about employees behavior

MOTORS IN BANGALORE
INTERPRETATION: From above graph it is clear that majority of respondents say

employee behavior instills confidence in customers is moderate and agree with that.
TANGIBILITY
7.5. Professional appearance of employees?
Table 4.14: It shows response about Professional appearance of employees
1 0 0%
2 1 4%
3 13 52%
4 8 32%
5 3 12%
ANALYSIS: From above graph we can find that 4% of respondents disagree, 52%
respondents say moderate, 32% respondents agree and 12% of respondents strongly agree
that employees appear professionally.
professional apperance of employees

12% 4%
strongly disagree
disagree
moderate
32%
52% agree
stronly agree
Graph 4.14: it shows information about professional appearance of employees

MOTORS IN BANGALORE
INTERPRETATION: From above graph it is clear that professional appearance of

employees is moderate.
7.6. Does modern tools and equipment’s are used?
Table 4.15: It shows response about Tools and equipment’s are used
1 0 0%
2 0 0%
3 1 4%
4 15 60%
5 9 36%
ANALYSIS: From above table we find that 4% of respondents say moderate, 60% of
respondents agree and 36% of respondents strongly agree that the equipment’s and tools
used are modern.
Tools and equipment’s used

4%
36%
Strongly disagree
Disagree
Moderate
Agree
60% Strongly agree
Graph 4.15: it shows information about tools ussed

MOTORS IN BANGALORE

that equipment’s and tools used are modern.
7.7. Does repair quality and washing quality is good?
Table 4.16: It shows response about repair and washing quality
1 0 0%
2 0 0%
3 3 12%
4 14 56%
5 8 32%
ANALYSIS: From above table we find 56% of respondents agree, 12% of respondents
say moderate and 32% of respondents strongly agree with repair and washing quality is
good.
Repair and washing quality
9%
35%
Strongly disagree
Disagree
Moderate
Agree
Strongly agree
56%
Graph 4.16: it shows information about repair and washing quality

MOTORS IN BANGALORE

that the repair and washing quality is good.
7.8. Do they provide informative signage?
Table 4.17: It shows response about Informative signage
1 0 0%
2 4 16%
3 13 52%
4 8 32%
5 0 0%
ANALYSIS: From above table we find 16% of respondents disagree, 52% of

respondents say moderate and 32% respondents agree that company has provided proper
signage in service place.
Informative signage
14
12
10
8
6
4
2
0
strongly dis disagree moderate agree strongly agree
agree
Graph 4.17: it shows information about signage

MOTORS IN BANGALORE
INTERPRETATION: From above graph it is clear that majority of respondent say

informative signage provided is moderate.
8. Empathy
8.1. Do employees try to determine what customer’s specific objectives?
Table 4.18: It shows response about Employees try to determine what customer’s specific
objectives
1 0 0%
2 0 0%
3 2 8%
4 14 56%
5 9 36%
ANALYSIS: From above table we find 36% of respondents strongly agree, 56% of
respondents agree and 8% respondents say moderate about determination of customer’s
specific objectives by employee.
customer’s specific objectives

14 14
12
10
9
8
6
4
2
2
0
Strongly Disagree
disagree Moderate Agree Strongly
agree
Graph 4.18: it shows customers specific objectives

MOTORS IN BANGALORE

that employees can determine customer’s specific objectives.
8.2. Do employees have pleasant behavior?
Table 4.19: It shows response about Employees behavior
1 0 0%
2 0 0%
3 10 40%
4 12 48%
5 3 12%
ANALYSIS: From above table we find 40% of respondents say moderate, 48% of
respondents agree and 12% of respondents are strongly agree that employees have
pleasant behavior.
Employees behavior
12
12
10
10
8
6
4 3
2 0 0
0
disagree
agree
Graph 4.19: it shows information about employees behavior

MOTORS IN BANGALORE
INTERPRETATION: From above graph it is clear that majority of customer are agree
that employees have plesant behavior.
8.3. Employees listen to customers problems?
Table 4.20: Employees listen to customers problems
1 0 0%
2 0 0%
3 2 8%
4 10 40%
5 13 52%
respondents agree and 8% respondents say moderate in listening to the customer
problems by employees.
Employees listen to customers

problems
14 13
12 10
10
8
6
4 2
2
0
disagree
agree
Graph 4.20: it shows information about customer problems

MOTORS IN BANGALORE
INTERPRETATION: From above graph it is clear that majority of customer strongly

agrees that employees listen to their problems.
8.4. Fairness of charges for routine maintenance?
Table 4.21: It shows response about Fairness of charges for routine maintenance
1 0 0%
2 0 0%
3 2 8%
4 9 36%
5 14 56%
respondents agree and 8% respondents says moderate in fairness in routine maintenance
charges.
Fairness of charges
14
12
10
4
2
0
Strongly Disagree Moderate Agree
disagree Strongly agree
Graph 4.21: it shows information about fairness in charges for regular maintenance

MOTORS IN BANGALORE
INTERPRETATION: From above graph it is clear that majority of respondents strongly

agree that the routine maintains charges are fair.
8.5. Do employees remainder about the upcoming services?
Table 4.22: It shows response about employee’s remainder about the upcoming services
1 0 0%
2 0 0%
3 4 16%
4 12 48%
5 9 36%
respondents agree and 16% of respondents say moderate in remaindering the customer
about upcoming services.
Remainder about the upcoming

services
12
10
8
6
4
2
0
Strongly Disagree Moderate
disagree Agree Strongly
agree
Graph 4.22: it shows information about remainder about the upcoming services

MOTORS IN BANGALORE
INERPRETATION: From above graph we know that majority of respondents agree that
employees reminds about the upcoming services
9. RESPONSIVENESS
10.1 When there is a problem does the organization responds to it quickly?
Table 4.23: It shows response about organization responds to it quickly

1 0 0%
2 0 0%
3 2 8%
4 14 56%
5 9 36%
ANALYSIS: From above table we can find that 36% of respondents strongly agree, 56%
of respondents agree and 8% of respondents say moderate about response time.
organization responds to it quickly

14
12
10
8
6
4
2
0
disagree
agree
Graph 4.23: it shows information about respond time of organization to customer

problems

MOTORS IN BANGALORE
INTERPRETATION: From above graph we find that majority of respondents agree

response time is quick.
10.2. Do employees willing to answer customer questions?
Table 4.24: It shows response about Employees willing to answer customer questions
1 0 0%
2 0 0%
3 6 24%
4 12 48%
5 7 28%
ANALYSIS: From above table we find that 28% of respondents strongly agree, 48% of
respondents agree and 24% of respondents say moderate about employees willingness to
answer customer questions.
willingness to answer customer questions
12
10
0
disagree
Graph 4.24: it shows information about employee’s willingness to answer the customer
questions

MOTORS IN BANGALORE
INTERPRETATION: From above graph it is clear that majority responders agree that
employees are answering to their questions.
10.3. Will employees provide detailed explanation of work carried out?
Table 4.25: It shows response about Provide detailed explanation of work carried out.
1 0 0%
2 0 0%
3 8 32%
4 11 44%
5 6 24%
respondents agree and 32% of respondents say moderate about explanation of work
carried out to customers.
explanation of work carried out

12
10
0
Strongly Disagree
disagree Moderate Agree Strongly
agree
Graph 4.25: it shows information about explanation given to customer about provided
service

MOTORS IN BANGALORE

that employees provide detailed explanation about work carried out.
10.4. Do repeat complaints attend on priority basis?
Table 4.26: It shows response about the repeat complaints attend on priority basis.
1 0 0%
2 0 0%
3 9 36%
4 12 48%
5 4 16%
respondents agree and 36% of respondents say moderate about priority given to the
repeat complaints.
priority given to the repeated complaints
12
10
0
disagree
Graph 4.26: it shows information about priority given to repeated complaints

MOTORS IN BANGALORE
INTERPRETATION: From above graph it is clear that majority of responds agree that
priority is given to the repeated complaint
10.5. Do repeat complaints solved completely?
Table 4.27: Repeat complaints solved completely
1 0 0%
2 0 0%
3 9 36%
4 12 48%
5 4 16%
ANALYSIS: From above table we find that 16% respondents strongly agree, 48% of
respondents agree and 36% of respondents say moderate about solving of repeated
complaints
did repeated complaints solved completely
12
10
0
disagree
Graph 4.27: it shows information about solving of repeated complaints

MOTORS IN BANGALORE
CHAPTER-5
5. FINDINGS, SUGGESTIONS & CONCLUSION
5.1 FINDINGS
 The majority respondents say service performed right at first time is moderate.
 The majority of customers are happy about opening and closing time of service.
 The majority of customers agree that company provides accurate information
 The customer is satisfied with response of company to customer problems as
promised.
 The majority of respondents have Heavy Commercial Vehicles
 The majority of customer owns Delivery trucks
 The majority customers are doing logistics business.
 Friends/family and personal selling more motivates customer.
 The majority of customer considers technological and service factors while
buying the vehicles.
 The majority of respondents agree that company provide guarantees to their
services.
 The majority of respondents strongly agree that the organization have a good
reputation.
 The majority of respondents strongly agree that company provide accurate and
new spare parts.
 The majority of respondents say employee behavior instills confidence in
customers is moderate and agree with that
 The professional appearance of employees is moderate.
 The majority of respondents agree that equipment’s and tools used are modern.
 The majority of respondents agree that the repair and washing quality is good.
 The majority of respondent say informative signage provided is moderate.
 The majority of respondents agree that employees can determine customer’s
specific objectives.
 The majority of customer are agree that employees have plesant behavior.

MOTORS IN BANGALORE
 The majority of customer strongly agrees that employees listen to their problems.
5.2 SUGGESTIONS
 The cost and features of the company are satisfied by customer and it got good
reputation in the minds of customer. Therefore it is proposed that company should
hardly on retaining of existing customer.
 The company has good sales in H.C.V and M.C.V but they should work hard to
increase the sales of L.C.V and Buses.
 Company has a more customer who are doing logistics business so the sales of
delivery trucks are more but in other customer who are in construction field are
less so they should give more focus on attracting new customer who are in
constriction business.
5.3 SUMMARY
Currently company is facing though computation from compotators. The answer lies in
doing a good job for understanding customer needs and expectations and satisfying the
customer.
Eicher motor is providing good products and services to customers and it has good
reputation in the customers mind. In present market customers giving more importance to
the quality so company should not compromise on quality factor. Company should take
care more about existing customer by providing good services.

MOTORS IN BANGALORE
BIBLIOGRAPHY
WEBSITES:
https://www.ripublication.com/ijmibs18/ijmibsv8n1_0
https://economictimes.indiatimes.com
content.indiainfoline.com
BOOKS REFERRED:
Fisher, A. (2001). Winning the battle for customers. Journal of Financial Services
Marketing, 6(2), 77-83.
Jiana Daikh, 2015. A Research Proposal - The relationship between customer satisfaction
and customer loyalty, Johnson & Wales University.
Caruana, A. (2002). Service loyalty. The effects of service quality and the mediating role
of customer satisfaction. European Journal of Marketing, 36(7/8), 811-828.Claes, F.,
Johnson, M.D., Anderson, E.W., Cha, J. & Bryant, B.E. (1996, October), "The American
Customer Satisfaction Index: Nature, Purpose, and Findings," Journal ofMarketing, 60, 7-
18

MOTORS IN BANGALORE
ANNEXURE:
Questionnaire
Dear Respondents,
I, Sharan N, Student of Govt R C College of Commerce and Management is conducting a

survey on "A study on Identifying and understanding the customer’s needs, preferences
and customer satisfaction towards commercial vehicles (LCV, M&HCV) with respect to
Eicher motors in Bangalore". For this purpose I need your cooperation in fulfilling this
questionnare. It will take few minutes of your precious time.
1) Name of the Respondent: ..................................
2) Age?
a] 18-25 b] 25-33 c] 33-40 d] 41-45
3) Gender?
a] Male b] Female
Customer’s needs, preferences and customer satisfaction towards commercial

vehicles (LCV, M&HCV)
4) What kind of vehicle does you have?

a) LCV
b) MCV
c) HCV
d) BUSES
5) What type of business will you prefer? (Select one option from this)
a) Logistics
b) Construction
c) Mining
d) Other
6) What type of truck does you possesses?
a) Haulage trucks

MOTORS IN BANGALORE
b) Tipper trucks
c) Cab truck
d) Delivery trucks
7) What encourages you to buy products of Eicher motors?

a) Advertisement
b) Friends/Family
c) Personal selling
d) Others
8) What factors does you consider while buying the product?
a) Price
b) Quality
c) Technology
d) Service
Reliability
9) If response is promised in a certain time does it happens?

a) Strongly disagree
b) Disagree
c) Moderate
d) Agree
e) Strongly agree
10) Do company provide accurate information about cost and time?
b) Disagree
c) Moderate
d) Agree
e) Strongly agree
11) What's your opinion about opening and closing time of service?

MOTORS IN BANGALORE
b) Disagree
c) Moderate
d) Agree
e) Strongly agree
12) Is service is performed right at first time?
b) Disagree
c) Moderate
d) Agree
e) Strongly agree
ASSURANCE
13) Is company providing appropriate and new spare parts?
b) Disagree
c) Moderate
d) Agree
e) Strongly agree
14) Does organization have good reputation?
b) Disagree
c) Moderate
d) Agree
e) Strongly agree
15) Does organization guarantees its service?
b) Disagree
c) Moderate
d) Agree
e) Strongly agree

MOTORS IN BANGALORE
16) Employee’s behavior instills confidence?
b) Disagree
c) Moderate
d) Agree
e) Strongly agree
TANGIBILITY
17) Professional appearance of employees?

b) Disagree
c) Moderate
d) Agree
e) Strongly agree
18) Does modern tools and equipment’s are used?
b) Disagree
c) Moderate
d) Agree
e) Strongly agree
19) Does repair quality and washing quality is good?
b) Disagree
c) Moderate
d) Agree
e) Strongly agree
Empathy
20) Do employees try to determine what customer’s specific objectives?

MOTORS IN BANGALORE
b) Disagree
c) Moderate
d) Agree
e) Strongly agree
21) Employees listen to customers problems?
b) Disagree
c) Moderate
d) Agree
e) Strongly agree

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PROJECT REPORT

Submitted in partial fulfillment of the requirement of the award of the

Under the guidance of

GOVERNMENT RAMNARAYAN CHELLARAM COLLEGE OF

PLACE: BANGALORE Dr. CHANDRASHEKARA

This is to certify that Mr. SHARAN N bearing University Register

PLACE: BANGALORE DR. AJAZ AHMED KHAN

This is to certify that Mr. SHARAN N bearing University Register

PLACE: BANGALORE PROF. K SHREELAKSHMI

This is to certify that the dissertation “A STUDY ON

Signature of Faculty Guide Signature Director/principal/HOD

SIGNATURE OF GUIDE SIGNATURE OF PRINCIPAL

I hereby declare that “A STUDY ON IDENTIFYING AND

PLACE: BENGALURU SHARAN N

The success and final outcome of this project required a lot of

I would like to thank my internal guide PROF. K

I also thank all MY FRIENDS AND OTHER PEOPLE who have

I would also like to thank Dr. CHANDRASHEKARA principal,

PLACE: BENGALURU SHARAN N

2 RESEARCH DESIGN 2-5

3 PROFILE OF THE 6-20

4.1 Showing information about kind 21

4.9 It shows response about service 31

4.10 It shows response about Firm is 32

4.14 It shows response about 36

4.20 It shows information about 43

1.2 STATEMENT OF PROBLEM

A study on Identifying and understanding the Customer’s needs, preferences and

1.3 OBJECTIVES OF STUDY

GOVERNMENT RAMNARAYAN CHELLARAM COLLEGE OF COMMERCE AND MANAGEMENT 1

1.4 SCOPE OF THE STUDY

1.5 NEED OF THE STUDY

GOVERNMENT RAMNARAYAN CHELLARAM COLLEGE OF COMMERCE AND MANAGEMENT 2

H1. There is a significant difference in product specification in three different businesses.

H0. There is no significant difference in product specification in three different

1.7 RESEARCH METHODOLOGY

DATA COLLECTION METHODS

PRIMARY DATA: It can be collected from the designed scientific undisguised

TYPES OF RESEARCH DESIGN

 Exploratory Research Design

GOVERNMENT RAMNARAYAN CHELLARAM COLLEGE OF COMMERCE AND MANAGEMENT 3

The most important use of descriptive research is an explanation of current affairs as it

1.8 LIMITATIONS OF THE STUDY

 Time period of the research project is very short.

1. ChristouLoizos: Since service quality has been characterized by researchers as a

2. Marta Kadłubek: In customer, service quality plays a important role in

GOVERNMENT RAMNARAYAN CHELLARAM COLLEGE OF COMMERCE AND MANAGEMENT 4

create a competitive advantage over their competitive companies and

3. Ms.U.Dhanalakshmi: This paper tries to explains about service quality models

4. SamaanAlmsalam: Customer expectations are-trial beliefs about a product or

GOVERNMENT RAMNARAYAN CHELLARAM COLLEGE OF COMMERCE AND MANAGEMENT 5

Current size of Automobile market

GOVERNMENT RAMNARAYAN CHELLARAM COLLEGE OF COMMERCE AND MANAGEMENT 6

Indian Automobile Industry

In 1990Indian government a granted permission for FDI which allowed multinational

GOVERNMENT RAMNARAYAN CHELLARAM COLLEGE OF COMMERCE AND MANAGEMENT 7

Indian CV market is studied in different perceptions. It provides information on

The current Indian position in different sectors of automobiles is as follows

 India is the largest tractor manufacturer in the world

GOVERNMENT RAMNARAYAN CHELLARAM COLLEGE OF COMMERCE AND MANAGEMENT 8

2.2 COMPANY PROFILE

BACKGROUND AND INCEPTION OF THE COMPANY

GOVERNMENT RAMNARAYAN CHELLARAM COLLEGE OF COMMERCE AND MANAGEMENT 9