My Final Project.docx

Marathwada Shikshan Prasarak Mandal’s

Deogiri Institute of Engineering and Management Studies, Aurangabad A Project Report On

“A Survey on Customer Satisfaction of Mahindra and Mahindra SUV Models”

Submitted by Mr. Shubham Ajay Anande

Roll no. 722002(Marketing) MBA IV semester Batch 2017-2019

In partial fulfillment of the completion of MBA course of Dr.Babasaheb Ambedkar Marathwada University, Aurangabad

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Acknowledgement I, Shubham Ajay Anande thank to Prof. Medha Kulkarni. Her expertise was valuable during each step of the project from narrowing the scope of the research to theoretical development and analysis. I also thank Prof. Rupesh Rebba (Head of Department) and Dr. Ulhas Shiurkar (Director), Deogiri Institute of Engineering and Management Studies, Aurangabad for encouraging and guiding me through the Project.

Mr. Shubham Ajay Anande Roll no. 722002 MBA IV semester Batch 2017-2019

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Certificate This is to certify that, Shubham Ajay Anande, a student

of

Deogiri

Institute

of

Engineering

&

Management Studies, Aurangabad Batch 2017-2019, has duly completed hisProject “A Survey on Customer Satisfaction of Mahindra and Mahindra SUV Models” (MANB552) and has submitted satisfactory report to Dr. Babasaheb

Ambedkar

Marathwada

University,

Aurangabad, in partial fulfillment of Master of Business Administration course. We wish him all the best for future Endeavor.

Prof. Medha Kulkarni Project Guide

Prof Rupesh Rebba

Dr.Ulhas Shiurkar

H.O.D

Director

3

DECLARATION I Shubham Ajay Anande hereby declare that I have completed the Project on A Surveyon Customer Satisfaction of Mahindra and Mahindra SUV Models and submitted the report for the same It has not been previously submitted for the basis of the award of any degree or other similar titles of this or any other examining body or university.

Place: - Aurangabad

Name:- Shubham Ajay Anande

Date:-

Roll No. 722002 MBA IV Sem Batch 2017-2019

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INDEX SR.NO 1

CONTENTS

PAGE .NO

CHAPTER I:

1.1

INTRODUCTION

6

1.2

OBJECTIVES OF THE STUDY

7

1.3

SCOPE OF THE STUDY

8

1.4

LIMITATIONS OF THE STUDY

9

2 2.1 3 3.1 4 4.1 5

CHAPTER II: COMPANY PROFILE /THEORITICAL BACKGROUND

10

CHAPTER III: RESEARCH METHODOLOGY

20

CHAPTER IV:--DATA ANALYSIS & INTERPRETATION

22

CHAPTER V:

5.1

FINDINGS & CONCLUSIONS

43

5.2

BIBILIOGRAPHY

45

ANNEXURE

46

6

5

CHAPTER 1 1.1 INTRODUCTION OF STUDY Customer Satisfaction is the buzzword used by the business people for the success of organization in the present days. Due to the increases of heavy competition in every product line it become difficult for the companies to retain the customers for longer time. So retain the customer for longer time the marketer has to do only one things i.e. customer satisfaction. If customer is fully satisfied by the product it not only rub the organization successfully but also fetch many benefits for the company. They are less process sensitive and they remain customer for a longer period. They buy addition products overtimes as the company introduce related produce related products or improved, so customer satisfaction is gaining a lot of importance in present day. Every company is conducting survey on customer satisfaction level on their products. To make the products up to the satisfaction level of customers. This project is also done to know the customer satisfaction on the Mahindra and Mahindra Automobiles. The impact of automobile industry on the rest of the economy has been so pervasive and momentous that is characterized as second industrial. It played a vital role in helping the nation to produce higher value good and services and in the enhancing their skills and impose tremendous demand for automobile, lot of car manufacturers company facing cut throat competition in the fields of technology and price. Customer Satisfaction Strategies Followed by M&M The different strategies followed by M&M consist of customer relationship management, strategy to providing better facility to the owner, and strategy to provide better after sales service to customer. Customer Relationship Management CRM as a tool was used to create positive word-of-mouth, to monitor customer experiences and generate referrals. A series of CRM activities were implemented with regular direct communication, events and customer satisfaction survey, Events Festive offers, Rewards program, etc.

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1.2 OBJECTIVES OF THE STUDY  To study the different types of services and products provided by Mahindra and Mahindra.  To give a brief idea about the benefits available from various Marketing services.  To study the customer satisfaction level of Mahindra SUV products.  To analyze strengths, weaknesses, opportunities and threats of the Mahindra and Mahindra in automobile sector.  To understand the factors responsible for customer satisfaction.

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1.3 SCOPE OF THE STUDY  The project studies about customer awareness and their readiness to purchase Mahindra and Mahindra vehicles.  This project was surveyed only in Cidco / Hudco, Aurangabad.  The scope of the project is narrow.  This study will expand the scope of available career opportunities in career domain of Marketing Industry.  Practical problems and working conditions in Marketing sector can be understood by doing this project.

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1.4 LIMITATIONS OF THE STUDY

Through best effort have been made to make the study fair the transparent and error free yet there might be some inevitable and limitations. Although measures area undertaken to make the report most accurate some inadvertent error might have crept in and suggestions to improve and eliminate the same are most welcome.

 The limitation of the survey is narrated below.  The project work is valid for the predefined area of work i.e. Aurangabad.  There may some biased response from the respondents.  Some respondents did not provide the full data.

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2. CHAPTER II: 2.1 COMPANY PROFILE /THEORITICAL BACKGROUND

The Mahindra Group is an Indian multinational conglomerate holding company headquartered at Mahindra Towers in Mumbai, with operations in over 100 countries around the globe. The group has a presence in aerospace, agribusiness, aftermarket, automotive, components, construction equipment, defence, energy, farm equipment, finance and insurance, industrial equipment, information technology, leisure and hospitality, logistics, real estate, retail, and two wheelers. It is considered to be one of the most reputable Indian industrial houses with market leadership in utility vehicles as well as tractors in India. Mahindra & Mahindra was incorporated in 1945 by the brothers J.C. Mahindra and K.C. Mahindra and Malik Ghula Muhammad in Ludhiana, Punjab to trade steel. Following the Partition of India in 1947, Malik Ghulam Muhammad 10

left the company and emigrated to Pakistan where he became the first finance minister of the new state (and later the third Governor General in 1951). In 1948, K. C. Mahindra changed the company's name to Mahindra & Mahindra. Building on their expertise in the steel industry, the Mahindra brothers began trading steel with UK suppliers. They also won a contract to manufacture Willys Jeeps in India and began producing them in 1947. By 1956, the company was listed on the Bombay Stock Exchange, and by 1969 the company had entered the world market as an exporter of utility vehicles and spare parts. Like many Indian companies, Mahindra responded to the restrictions of the Licence Raj by expanding into other industries. Mahindra & Mahindra created a tractor division in 1982 and a tech division (now Tech Mahindra) in 1986. It has continued to diversify its operations ever since through both joint ventures and greenfield investments. By 1994, the Group had become so diverse that it undertook a fundamental reorganization, dividing into six Strategic Business Units: Automotive; Farm Equipment; Infrastructure; Trade and Financial Services; Information Technology; and Automotive Components (known internally as Systech).[dead link] The new Managing Director, Anand Mahindra, followed this reorganization with a new logo in 2000 and the successful launch of the Mahindra Scorpio (a wholly indigenously designed vehicle) in 2002. Together with an overhaul in production and manufacturing methods, these changes helped make the company more competitivedead linkand since then the Group's reputation and revenues have risen noticeably. Currently, Mahindra & Mahindra is one of the 20 largest companies in India In 2009, Forbes ranked Mahindra among the top 200 most reputable companies in the world.

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Over the past few years, the company has taken interest in new industries and in foreign markets. They entered the twowheeler industry

by

taking

over Kinetic

Motors in India. M&M also has a controlling stake in the REVA Electric Car Company and acquired South Korea's SsangYong Motor Company in 2011. In 2010–11 M&M entered in micro drip irrigation with the takeover of EPC Industries Ltd in Nashik. In October 2014, Mahindra and Mahindra acquired a 51% controlling stake in Peugeot Monocycles. In December 2015, Mahindra and Mahindra Ltd and affiliate Tech Mahindra Ltd, through a special purpose vehicle (SPV), have agreed to buy a 76.06% stake in Italian car designer Pininfarina SpA, for €25.3 million (around Rs.186.7 crore). In January 2017, Mahindra and Mahindra Ltd (M&M) acquired a 75.1 equity stake in Hisarlar Makina Sanayi ve Ticaret Anonim Şirketi (Hisarlar), a farm equipment company, marking its entry into Turkey. In September 2017 Mahindra and Mahindra Ltd acquired Erkunt Traktor Sanayii AS, a Turkish tractor maker and its foundry business for 800 crore.

Automobiles: Mahindra & Mahindra, brands its products as "Mahindra", produces SUVs, saloon cars, pickups, lightweight commercial vehicles, heavyweight commercial vehicles,

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two wheeled motorcycles and tractors. Mahindra maintains business relations with foreign companies like Renault SA, France. M&M has a global presence and its products are exported to several countries. Its global subsidiaries include Mahindra Europe S.r.l. based in Italy, Mahindra USA Inc., Mahindra South Africa and Mahindra (China) Tractor Co. Ltd. In 2015, Mahindra reentered the Philippine market after a brief presence in 1990s. Mahindra launched its relatively heavily publicised SUV, XUV500, code named as W201 in September 2011. The new SUV by Mahindra was designed in-house and it was developed on the first global SUV platform that could be used for developing more SUVs. In India, the new Mahindra XUV 500 came in a price range between ₹1,140,000–1,500,000. The company was expected to launch three products in 2015 (two SUVs and pme CV) and an XUV 500 hybrid. Mahindra's two wheeler segment launched a new scooter in the first quarter of 2015. Besides India, the company also targeted Europe, Africa, Australia and Latin America for this model. Mahindra President Mr. Pawan Goenka stated that the company planned to launch six new models in the year. The company launched the CNG version of its mini truck Maxximo on 29 June 2012. A new version of the Verito in Diesel and petrol options was launched by the company on 26 July 2012 to compete with Maruti's Dzire and Toyota Kirloskar Motor's Etios. On 30 July 2015, Mahindra released sketches of a new compact SUV called the TUV300 slated to be launched on 10 September 2015. The TUV300 design took cues from a battle tank and used a downsized version of the mHawk engine found on the XUV500, Scorpio and some models of the Xylo. This new engine was dubbed the mHawk80.

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Mahindra has also entered an app based intra-city cargo platform known as SMARTSHIFT, a first-of-its-kind load exchange platform for Small Commercial Vehicles. It enable's businessmen who wish to transport cargo & transporters to find each other. The platform enables contact, negotiation & sealing the deal between the two parties at just the click of a button! Mahindra Automotive North America (MANA), the company's U.S. subsidiary, opened a car manufacturing plant in Detroit, Michigan on 20 November 2017.

Military defense: The company has built and assembled military vehicles, commencing in 1947

with

the

importation

of

the Willys Jeep that had been widely used in World War II. Its line of military vehicles

includes the Axe.

It also maintains a joint venture with BAE Systems, Defense Land Systems India.

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Farm equipment: Mahindra began manufacturing tractors for the Indian market during the early '60s. It is the top tractor company in the world (by volume) with annual sales totaling more than 200,000 tractors. Since its inception, the company has sold over 2.1milliontractors.Mahindra& Mahindra’s farm equipment division (Mahindra Tractors) has over 1,000 dealers servicing approx. 1.45 million customers.

Naming of vehicles: Most commercial & passenger vehicles made by the company follow the invisible rule of ending with an 'O', like in Scorpio, Mahindra Verito, XUV500. It is believed that the company does this due to the success of its first two vehicles Scorpio and Bolero.

Employees: As on 31 March 2018, the company had 41,673 employees of it 20,806 were temporary employees, apprentices and trainees. It also had 690 (3%) permanent female employees on the same date.

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Awards and Recognitions: 

Bombay Chamber Good Corporate Citizen Award for 2006–07.



Business world FICCI-SEDF Corporate Social Responsibility Award 2007.



The Brand Trust Report ranked M&M as India's 10th Most Trusted Brand in its India Study 2014 survey (from 20,000 brands analyzed).



Its Farm Equipment division received the Deming Prize in 2003.



Its Farm Equipment division received the Japan Quality Medal in 2007.



The US based Reputation Institute ranked M&M amongst the top Ten Indian companies in its 'Global 200: The World's Best Corporate Reputations' list for 2008.



Blue bytes News rated M&M as India's second Most Reputed Car Company (reported in their study titled Reputation Benchmark Study) conducted for the Auto (Cars) Sector in 2012.

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Mahindra and Mahindra SUV Models

Mahindra XUV500

Mahindra Scorpio

NUVO Sports

Bolero

XYLO

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“ORGANIZATION STRUCTURE OF MAHINDRA AND MAHINDRA”

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VISION OF THE COMPANY: To create a fully collaborative environment in which suppliers can deliver exactly what the company needs, when it needs it, and at a competitive cost

MISSION OF THE COMPANY: To create India’s largest automobile and automobile-related products distribution network by providing dealers and customers with the largest choice of unique world-class products and services.

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3. CHAPTER III: 3.1 RESEARCH METHODOLOGY OF CURRENT STUDY Its provide guideline for further research in area for organized automobile. Research says about customer buying behavior or customer satisfaction towards Mahindra and Mahindra Automobiles. The research is also important to identify Market size, growth and Market Potential of Mahindra and Mahindra. The research shows future Scenario of Mahindra and Mahindra in current perspective. The study shows Opportunities and challenges for Mahindra and Mahindra respect of internal & external environment. DATA COLLECTION:The data was collected from both primary and secondary sources. The primary data was collected directly from the respondents purchase in Mahindra and Mahindra automotive. A structured questionnaire was designed for the study based on its objectives. It was then administered to the respondents forming the sample of study. The secondary data was collected from the official websites of the Mahindra and Mahindra and the articles from various search engines like Google, yahoo search and answers.com. SAMPLING:-For this study sampling non probability convenience sampling method based on convenience. The sample size initially decided for 100 respondents but after editing of the questionnaires administered only 100 responses was taken into consideration. Thus the sample size is 100 respondents from (CIDCO, HUDCO) Aurangabad city.

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DATA ANALYSIS:-Data collected was encoded, classified and then tabulated. Charts were further designed for the better understanding of the data. Single factor analysis was done with the help of percentage. Meaningful interpretations were drawn based on the analysis.

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CHAPTER IV: 4.1 DATA ANALYSIS & INTERPRETATION Q.1 Are you satisfied with Mahindra and Mahindra vehicle? a) Yes b) No Particular Yes No Total

Table No. 1 Respondent 95 5 100

Percentage 95% 5% 100%

Satisfaction about of M&M Yes

No 0%

5%

95%

Figure 1

Interpretation: The above data shows 95 % respondent says yes & remaining 5% respondent say no. here we have the data that show lots of people are satisfied with Mahindra & Mahindra vehicle.

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Q.2 If “YES” which factor you consider has satisfied you the most? A. B. C. D.

Features Low Maintenance Looks After sales services

Particular Features Low Maintenance Looks After sale service Total

Table No. 2 Respondent 42 33 12 13 100

Percentage 42% 33% 12% 13% 100%

Satisfaction about of M&M

13% 12%

42%

Features Low Maintenance

33%

Looks After sales services

Figure 2

Interpretation: From the above figure we see that 42% costumers satisfied to features, 33% costumer satisfied to low maintenance, 13% costumer satisfied to after sale service, 12% satisfied to looks in Mahindra and Mahindra vehicle.

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Q.3 what are your expectation about value of vehicle for resale? A. B. C. D.

30% 40% 50% Above 50% Table No. 3 Respondent 19 35 22 24 100

Particular 30% 40% 50% Above 50% Total

Percentage 19% 35% 22% 24% 100%

Satisfaction about of M&M 30%

40%

50%

Above 50%

19%

24%

22%

35%

Figure 3

Interpretation: From the above figure we see that 35% costumers satisfied to 40%, 24% costumer satisfied to above 50%, 22% costumer satisfied to 50, 19% satisfied to 30%expectation about value of vehicle for resale.

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Q.4from where did you get information about this vehicle? A. B. C. D.

Advertisement Friends and family Auto-experts Any other. Table No. 4 Respondent 47 27 14 12 100

Particular Advertisement Friends and family Auto-experts Any other Total

Percentage 47% 27% 14% 12% 100%

Satisfaction about of M&M advertisement

Friends and family

Auto-experts

Any other

12% 14%

47%

27%

Figure 4

Interpretation: From the above figure we see that 47% costumers satisfied to Advertisement, 27% costumer satisfied to Friends and Family, 14% costumer satisfied to Auto experts, 12% customer satisfied to any other, for get information about this vehicle.

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Q.5 Are you satisfied with the fuel consumption of Mahindra and Mahindra? A. B. C. D.

Extremely satisfied Satisfied Neutral Dissatisfied Table No. 5 Respondent 41 29 23 7 100

Particular Extremely satisfied Satisfied Neutral Dissatisfied Total

Percentage 41% 29% 23% 7% 100%

Satisfaction about of M&M Extremely satisfied

Satisfied

Neutral

Dissatisfied

7% 23%

41%

29%

Figure 5

Interpretation: From the above figure we see that 41% costumers satisfied to extremely satisfied, 29% costumer satisfied to satisfied, 23% costumer satisfied to Neutral, 7% customer said to dissatisfied with the fuel consumption of Mahindra and Mahindra vehicle.

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Q.6 how will you rate following factors concerned with the vehicle? Q.6A Cost of spare parts. A. B. C. D.

Excellent Very good Good Average Table No. 6.1 Respondent 34 37 22 7 100

Particular Excellent Very good Good Average Total

Percentage 34% 37% 22% 7% 100%

Satisfaction about of M&M Excellent

Very good

Good

Average

7% 34%

22%

37%

Figure 6

Interpretation: From the above figure we see that 37% costumers satisfied to very good, 34% costumer satisfied to excellent, 22% costumer satisfied to good, 7% customer said to average, from cost of spare parts factor concerned with the vehicle. 27

Q.6B Consistency. A. B. C. A.

Excellent Very good Good Average Table No. 6.2 Respondent 27 50 17 6 100

Particular Excellent Very good Good Average Total

Percentage 27% 50% 17% 6% 100%

Satisfaction about of M&M Excellent

Very good

Good

Average

6% 27%

17%

50%

Figure 7

Interpretation: From the above figure we see that 50% costumers satisfied to very good, 27% costumer satisfied to excellent, 17% costumer satisfied to good, 6% customer said to average, from Consistency factor concerned with the vehicle.

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Q.6C Pick-up. A. B. C. D.

Excellent Very good Good Average Table No. 6.3 Respondent 14 12 42 32 100

Particular Excellent Very good Good Average Total

Percentage 14% 12% 42% 32% 100%

Satisfaction about of M&M Excellent

Very good

Good

Average

14% 32% 12%

42%

Figure 8

Interpretation: From the above figure we see that,42% costumers satisfied to good, 32% costumer satisfied to average, 14% costumer satisfied to excellent, 12% customer said to very good, from pick-up factor concerned with the vehicle.

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Q.6D Maintenance. A. B. C. D.

Excellent Very good Good Average Table No. 6.4 Respondent 13 17 38 32 100

Particular Excellent Very good Good Average Total

Percentage 13% 17% 38% 32% 100%

Satisfaction about of M&M Excellent

Very good

Good

Average

13% 32% 17%

38%

Figure 9

Interpretation: From the above figure we see that, 38% costumers satisfied to good, 32% costumer satisfied to excellent, 17% costumer satisfied to very good, 13% customer said to excellent, from Maintenance factor concerned with the vehicle.

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Q.6E Price. A. B. C. D.

Excellent Very good Good Average Table No. 6.5 Respondent 19 52 18 11 100

Particular Excellent Very good Good Average Total

Percentage 19% 52% 18% 11% 100%

Satisfaction about of M&M Excellent

Very good

11%

Good

Average

19%

18%

52%

Figure 10

Interpretation: From the above figure we see that, 52% costumers satisfied to very good, 19% costumer satisfied to excellent, 18% costumer satisfied to good, 11% customer said to average, from Price factor concerned with the vehicle.

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Q.6F Service by dealer. A. B. C. D.

Excellent Very good Good Average Table No. 6.6 Respondent 48 38 9 5 100

Particular Excellent Very good Good Average Total

Percentage 48% 38% 9% 5% 100%

Satisfaction about of M&M Excellent

9%

Very good

Good

Average

5% 48%

38%

Figure 11

Interpretation: From the above figure we see that, 48% costumers satisfied to excellent, 38% costumer satisfied to very good, 9% costumer satisfied to good, 5% customer said to average, from Service by dealer factor concerned with the vehicle.

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Q.7 what features would you like to add to a vehicle? A. B. C. D.

Switch mode of fuel Power saving Automatic headlight Four wheel drive Table No. 7 Respondent 42 32 12 14 100

Particular Switch mode of fuel Power saving Automatic headlight Four wheel drive Total

Percentage 42% 32% 12% 14% 100%

Satisfaction about of M&M Switch mode of fuel

Power saving

Automatic headlight

four wheel drive

14% 42%

12%

32%

Figure 12

Interpretation: From the above figure we see that, 42% costumers satisfied to switch mode of fuel, 32% costumer satisfied to Power saving, 14% costumer satisfied to four wheel drives, 12% customer said to automatic head lights, for features would like to add to a vehicle.

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Q.8 Please rate the following vehicle of M&M as per their perceived value? Q.8A Nuvo sports A. B. C. D.

Fuel efficiency Cost Environment friendly Trends Particular Fuel efficiency Cost Environment friendly Trends Total

Table No. 8.1 Respondent 41 27 19 13 100

Percentage 41% 27% 19% 13% 100%

Satisfaction about of M&M Fuel efficiency

Cost

Environment friendly

Trends

13% 41%

19%

27%

Figure 13

Interpretation: From the above figure we see that, 41% costumers satisfied to fuel efficiency, 27% costumer satisfied to cost, 19% costumer satisfied environment friendly, 13% customer said to trends, from rate the Nuvo Sports vehicle of M&M as per their perceived value.

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Q.8B Bolero A. B. C. D.

Fuel efficiency Cost Environment friendly Trends Table No. 8.2 Respondent 27 16 26 31 100

Particular Fuel efficiency Cost Environment friendly Trends Total

Percentage 27% 16% 26% 31% 100%

Satisfaction about of M&M Fuel efficiency

Cost

Environment

Trends

27%

31%

16% 26%

Figure 14

Interpretation: From the above figure we see that, 31% costumers satisfied to Trends, 27% costumer satisfied to fuel efficiency, 26% costumer satisfied environment friendly, 16% customer said to cost, from rate the Bolero vehicle of M&M as per their perceived value.

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Q.8C Scorpio A. B. C. D.

Fuel efficiency Cost Environment friendly Trends Table No. 8.3 Respondent 22 29 14 35 100

Particular Fuel efficiency Cost Environment friendly Trends Total

Percentage 22% 29% 14% 35% 100%

Satisfaction about of M&M Fuel efficiency

Cost

Environment friendly

Trends

22%

35%

29% 14%

Figure 15

Interpretation: From the above figure we see that, 35% costumers satisfied to Trends, 29% costumer satisfied to cost, 22% costumer satisfied fuel efficiency, 14% customer said to environment friendly, from rate the Scorpio vehicle of M&M as per their perceived value.

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Q.8D XUV 500 A. B. C. D.

Fuel efficiency Cost Environment friendly Trends Particular Fuel efficiency Cost Environment friendly Trends Total

Table No. 8.4 Respondent 39 29 15 17 100

Percentage 39% 29% 14% 17% 100%

Satisfaction about of M&M Fuel efficiency

Cost

Environment friendly

Trends

17% 39% 15%

29%

Figure 16

Interpretation: From the above figure we see that, 39% costumers satisfied to Fuel efficiency, 29% costumer satisfied to cost, 17% costumer satisfied trends, 15% customer said to environment friendly, from rate the XUV500 vehicle of M&M as per their perceived value.

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Q.8E XYLO A. B. C. D.

Fuel efficiency Cost Environment friendly Trends. Table No. 8.5 Respondent 22 11 36 31 100

Particular Fuel efficiency Cost Environment friendly Trends Total

Percentage 22% 11% 36% 31% 100%

Satisfaction about of M&M Fuel efficiency

Cost

Environment friendly

Trends

22%

31%

11%

36%

Figure 17

Interpretation: From the above figure we see that, 36% costumers satisfied to Environment friendly, 31% costumer satisfied to trends, 22% costumer satisfied fuel efficiency, 11% customer said to cost, from rate the XYLO vehicle of M&M as per their perceived value.

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Q.9 whether vehicle is loan free? A. Yes B. No Table No. 9 Respondent 28 72 100

Particular Yes No Total

Percentage 28% 72% 100%

Satisfaction about of M&M Yes

No

28%

72%

Figure 18

Interpretation: From the above figure we see that 72% respondents are said No, and 28% respondents to say to vehicle is loan free.

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Q.10 Will you suggest the same vehicle to your friend? A. Yes B. No Table No. 10 Respondent 67 33 100

Particular Yes No Total

Percentage 67% 33% 100%

Satisfaction about of M&M Yes

No

33%

67%

Figure 19

Interpretation: From the above figure we see that 67% respondents are said Yes, and 33% respondents to say to No, suggest the same vehicle to their friend.

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Q.11 what are your expectation toward average life of vehicle? A. 3 years B. At least 5 years C. Above 5 years Table No. 11 Respondent 29 42 29 100

Particular 3 years At least 5 years Above 5 years Total

Percentage 29% 42% 29% 100%

Satisfaction About of M&M 3 years 29%

Above 5 years 29%

At least 5 years 42%

Figure 20

Interpretation: From the above figure we see that, 42% costumers said to at least 5 years, 29% costumer said to 3 years, 16% costumer said above 5 years, 13% customer said all of above, from expectation toward average life of vehicle.

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ANALYSIS BY SPSS Chi-Square Test:Ho: - Suggestion of vehicle and its loan is independent. H1:- Suggestion of vehicle and its loan is depend on each other. Chi-Square Tests Asymptotic

Value Pearson Chi-Square Continuity

Correctionb

Likelihood Ratio

Significance (2-

Exact Sig. (2-

Exact Sig. (1-

sided)

sided)

sided)

df

2.355a

1

.125

1.684

1

.194

2.474

1

.116

Fisher's Exact Test

.158

N of Valid Cases

.095

100

a. 0 cells (0.0%) have expected count less than 5. The minimum expected count is 9.24. b. Computed only for a 2x2 table

Question9 * Question10 Cross tabulation Count Question10 No Question9

Total

Yes

Total

No

27

45

72

Yes

6

22

28

33

67

100

Result:- Our P value is 0.125, which is greater than 0.05. Hence, we accept Ho and H1 can be concluding that suggestion of vehicle and its loan is independent.

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5. CHAPTER V: 5.1 FINDINGS & CONCLUSIONS FINDINGS:  This study finds that however Mahindra and Mahindra is topmost leading private sector automobile Manufacturer and it has vast number of products and availability of options make it one of the better automobile in India.  I found that the Mahindra and Mahindra its customer base through the trust generated between Mahindra & Mahindra and the customer.  Almost all the respondents are well satisfied about Mahindra and Mahindra SUV models.  Given the chance almost half of the respondents would like to suggest the same vehicle to their friends.  Almost half of the respondents from advertisement get information about this vehicle.  Almost half of the respondent’s drew satisfied with fuel consumption of Mahindra and Mahindra SUV Models.  Features, low maintainces, look, and after sales services are also the major factors for Mahindra and Mahindra and Management need to focus on it.

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CONCLUSIONS: Majority of the customers are satisfied with the Mahindra and Mahindra vehicle. Mahindra and Mahindra Motors are providing better facilities compare with other brand. All most half of the respondent are satisfied that they are happy with SUV models; it satisfied that the customer satisfaction level are very high. If the company were to identify the pitfalls in their product and undertake remedial measure, thus it will lead to more good word of mouth publicity. Most of the respondent are satisfied with the factor of price and service by dealer of the Mahindra and Mahindra vehicle, it can be conducted that the company has undertaken proper R&D in this project.In this study can be concluded that the bonding of Mahindra and Mahindra with its customers is very strong because Mahindra and Mahindra mainly focus on retaining their customersas.The employees gives prompt services, always ready to answer the questions and trustworthy.

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5.2 BIBILIOGRAPHY

BOOKS: “Marketing Management” by Philip Kotler.

“Marketing Research” by Naresh K.Malhotra.

WEBSITES:

www.mahindra andmahindra.com www.wikipedia.com

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6 ANNEXURE QUESTIONNIARE “A Survey on Customer Satisfaction on Mahindra and Mahindra SUV Models” NAME:GENDER:AGE:CONTACT NO:-

Q.1 Are you satisfied Mahindra and Mahindra Vehicle? a) Yes b) No Q.2 If “YES” which factor you consider is satisfied you most? a)Features b) Low Maintaince c) Looks d) After sales services Q.3 How much you expect the value of you vehicle by selling? a) 30%

b) 40%

c) 50%

d) Above 50%

Q.4 From where did you get information about this vehicle? a) Advertisement

c) Mechanic

b) Friend

d) Any other 46

Q.5 Are you satisfied with the fuel consumption of Mahindra and Mahindra vehicle? a) Extremely Satisfied b) Satisfied c) Neutral d) Dissatisfied

Q.6 How will you rate following factors concerned with vehicle? Excellent

Very Good

Cost of spare parts Consistency Pick up Maintaince Price Service by dealer

Q.7 What features would you like to add to a vehicle? a) Switch mode of fuel b) Power saving c) Automatic head lights d) Four wheel drive

47

Good

Average

Q.8 Please rate of the following vehicle of M&M as per their Perceived value? Fuel efficiency

Cost

Environment friendly

Nuvo Sports Bolero Scorpio XUV 500 Xylo

Q.9 Whether vehicle is lone free? a) Yes b) No Q.10 Will you suggest the same vehicle to your friend? a) Yes b) No Q.11 What are your expectation towards average life of vehicle? a) 3 years

b) At least 5 years

c) Above 5 years

Shubham Anande IInd year MBA

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