Venki Final Project.docx

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles EXECUTIVE SUMMARY A study on has been conducted on the “Customer Satisfaction towards of Piaggio Ape Three Wheeler Cargo Vehicles: with special Reference to Ganesh Motor Davanagare.” Has been twentieth century witnessed a rapid development in the industrial field. Three are two types of transport system available for customer to travel. Firstly the public system transportation shared by many people. Normally government bodies operate this public transportation system which includes buses, trains, ships, & planes etc. sometime private firms are also operating the public transportation system. This useful for give analysis and interpretation section and for the study and continues discussion process with company manager and other staff members for collect give conclusion on based , and finally shows the customer consciousness level of Piaggio Ape, Company has to give more promotional activity to creative awareness level of build its goodwill and brand image in the market. The respondents by the 100 sample size for this study and the designed questionnaire has been used to gather data by the respondents

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles CHAPTER – 1 INTRODUCTION: 1.1 INTRODUCTION ABOUT THE INTERNSHIP: An Internship is primary part of the academic purpose curriculum of IMS MBA. Being an MBA this was a great opportunity I got to go through the 10 weeks internship work where I learned so many practically which I was learned theoretically in the classroom. It was a great opportunity for me to apply my thoughts to the organisation I was made schedule I order to have the industry experience in a greater manner. This study is oriented towards the Ganesh Motor Authorised dealers for Piaggio vehicles Pvt. Ltd opp. LIC office P.B Road Davanagere- 06, Automobile industry. Today people are more conscious on the quality for buying any product ape Vehicle Commercial & social need. Every organisation strive hard to gain and return their customer at any cost, in order to achieve this it is necessary for organisation study the satisfaction level, perception their product from customer and meet their expectation and preference. The research study present the theoretical background initially which is followed by research design. The objectives of research are to be finding out the effectiveness of customer satisfaction for Piaggio Ape 3w Cargo Vehicles.

THE 1.2 TOPIC CHOSEN FOR STUDY: “Customer Satisfaction toward of Piaggio Ape three wheeler cargo vehicles: With Special Reference to Ganesh Motors Davanagere”. The topic chosen for the study mainly conducted to know how effectively to improve the sales of Piaggio Ape Vehicles in order to get the maximum market share.

1.3 NEED FOR THE STUDY: Customer satisfaction provides on indication of how successful the organization is provides product and service to the market place. Business is one of the social monetary being that functions admit a turbulent environs industry as an entire. So retain customers for the longer time marketer has known the customer satisfaction level s thus this study is conducted to know the satisfaction levels of customer of Piaggio Ape 3w vehicle. All this competed keeping on inclination in the direction of customer requirement and favourites, their purchasing behaviour, attitude etc.

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 1.4 OBJECTIVES OF THE STUDY:  To study the factors influenced to customers to purchase Ape Three Wheeler Vehicles.  To study the level of Satisfaction of customers of Ape Piaggio 3 wheeler.  To study the Post- purchase Behaviour of customers of Ape Piaggio 3 wheeler.

1.5 SCOPE OF THE STUDY: The all about scope of the present study considered all the variables and factors that have major impact over particular customer satisfaction. The study is intended to know the consumer relationship. The study covers the customers who are vehicle users in Davanagere city. Scope of the study is to understand the problems of customer choice of three wheelers.

1.6 RESARCH METHODLGY: 1. Source of data collection method: The data collected from the various sources, those sources of data are: i.

ii.

Primary Data: The primary data will be collected from the existing customers who are willing to purchase three wheeler PIAGGIO APE vehicles through set off questionnaire. Secondary data: The secondary data will be collected by the company website, newspaper and books. Example: books Company manuals related information

2. Sampling Size: The sampling size for the study has been taken 100 customers. 3. Sampling Techniques: The convenient sampling techniques are used to collect information from the respondents who are using three 3w vehicles. 4. Sampling Area: The sampling for the study as been taken in Davanagere city from customer of Ganesh Motors Ape Piaggio Cargo Vehicles

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles

5. Target Customer: Target customer for the study is potential customer of Three Wheeler Cargo Vehicles of Piaggio Ape in Davanagere. 1.7 LITRATURE REVIEW: Aranud MOULIN,(2017): this aim of our scientific article is analysing how aviation industries can improve their customer satisfaction based on kano madel. In fact we noted in this article that there is no interaction found between attractive and one dimensional attributes. Gautier Fiastre,(2017): this paper is aimed at understanding a luxury products value. The luxury market is really special market, with different rules and a different logic than market. Guillaume Pera, (2016): co- creation is nowadays a booming activity implemented by using co-operation a company involves their customer in process of creation of aiming get ideas and insight that allow the company launch a new product or to improve an existing product. Helene kruse, Johanna Melnyk,(2016): research shows that employee mere presence is of greater importance than may have previously realized. Julia Fritzell, Jessica Bertilssom, Zandra Olsson,(2016): background social media is constantly growing and has also started to be a platform for dissatisfied customer to express their complaints. 1.8LIMTATION OF THE STUDY:    

The information provided by company assumed to be authentic. The data and opinion collected are to be accurate. The information collected through questionnaire and is restricted to 100 respondents. The major limitation is that time. Due to limited time availability the study is confined to Davanagere city.  The study was done through primary data.

Reference: Julia Fritzell, Jessica Bertilsson, Zandra Olsson, 2016. Compliant Handling on Social Media Guillaume Pera, 2016. Co-creation during New Product Development and effect of a booming activity. Arnaud MOULIN, 2017. Improvement of Customer Satisfaction in aviation industries.

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CHAPTER-2 INDUSTRY & COMPANY PROFILE 2.1 INDUSTRY PROFIL: World of Automobile Industry Introduction: Automobile industry in the commercial vehicles manufacturing and exporting profession going to the production, self –powered automobiles in the industry, including of the passenger cars, trucks, and additional marketable vehicles. By the allowed consumers to travel a long space for works, shopping, and entertaining, the automotive manufacturing has been thefortified growth of an wide way structure, To create conceivable development of in the environments of everywhere main big metropolises, as well as joked a key factional in the development of additional activities, for instance the apply oil and travel businesses. The automobile manufacturing has become big buying of lot important manufacturing products, like harden steel. The large total of populaces production employs has finished that the main element of the monetary development History of the Automobile Industry: In the year of 1769, a French engineer by Nicolas j. Cognate thought up to run on the ways vehicles in the first time. Automobile, in detail, it had been a self- motor-powered, 3 trundled, soldierly that tractor custom of the vapour machine. The automobile is variety, nevertheless, the most of very brief, this could only run at strength for 15 minutes. In adding these automobile were not fit for ways as the steam machines made them very weighty and big, and essential plenty beginning time. Oliver Evans was the first to design a steam engine driven automobile in the country of U.S. It was the first invented by the Scotsman and Robert Anderson an electronic carriage between the year of 1832 &1839. Through U.S.A. is the Thomas Davenport. The more applicable automobiles were among the first invent by the Scotsman Robert Davidson the production use the non-rechargeable electric batteries in the 1842. The growth of ways make nomadic contented & as the rewards, the limited range of automobile, vehicles were no added the greatest for itinerant over the lengthier gap of driven electronic battery. It was lastly come of period with Henry Ford in the 1914 for majority manufacturing of the cars. It leads to the growth of the manufacturing and this 1st begum in the assemblage lines of his car work. The some techniques accepted by Ford, ready the novel creation popular between the rich in addition to the masses. In the view of History of Industry U.S conquered the automobile markets near by the rendered with no noteworthy challengers. Nevertheless, later end of the 2nd world war in the 1945, the Automobile Industry of other industrially progressive states for example Japan and INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles certain European countries increased push and within a very short time, start in the early 1980s, the U.S Automobile Industry was flooded with overseas automobile companies, Germany and Japan are those main country. The present trend of global automobile industry reveal that in developed countries the Automobile Industries are stagnating as an outcome of the limp car markets, developing countries by Automobile industry, such as, Indian and Brazil, have been reliably registration upper development rates every transient year for their flouring inland vehicle souks. Three Wheeler Vehicles Companies in the world: In will similarly acquire to see some three wheeler brands are indifferent parts of U S, U K and several of the European states. Morgan Motors and Reliant Company are the dual main 3- wheeler product in the state of U K. This one U S based 3-wheeler producers; even the ZAP come up with eco- sociable 3- wheelers this function with machine of battery-operated. The leader in the three wheeler company of Bajaj Auto and Piaggio in most of the southeast Asian countries. Three wheeler vehicles have likewise given increase to the 3w accessory manufacturing in numerous state. In the several countries due to these 3w it believed that by the frequent people have got employed. Three Wheeler likewise play praiseworthy function customer. In search of the accumulative demand of 3 wheelers, other vehicle enterprises are making an allowance for industrial these vehicles. Indian Automobile Industry: The Indian automobile industry was commenced latter 1991 onward, by the LPG scheme. This is the tenth biggest in the world with about 2 million units per year production. Auto industry of Indian, the major automotive industry is become the major in the future eons and the 10 million unit mark will be touched by the exports of industry. The design is involved by the Indian automobile industry, growth, production, marketing and motor vehicles is sale. The sum of universal automotive hulks those are upbeat about the development plans and team work with inland firms to yield automobiles in India. Following are the major automobile producers in India. The major manufacturing companies are the four-wheeler manufacturers of General Motors India Pvt. Ltd., Hyundai Motors India Ltd, Honda Cars India Ltd., Toyota Kirloskar Motors Ltd., and Hindustan Motors etc. The two- wheeler producers in India are Honda Motorcycle & Scooter India (Pvt.) Ltd., TVS, Hero Honda, Yamaha and three wheeler of Auto rickshaws and multi – utility vehicles are manufactured Bajaj, Mahindra & Mahindra etc. Vehicle Business in India is developing in a very high proportion with more than 1 million passenger and cargo vehicle sales per annum and overall 11-15% growth yearly. Innovative additional alien producers are coming to India and present companies are coming up with novel models. India’s automotive industry is now $34 billion value and estimated to grow $145 within ten years. INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02

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COMPANY PROFILE:

Founded in 1884 The company was established by Renaldo Piaggio in the year of 1884, Piaggio originally manufactured trains engines and railway carriage. The company on marketing aircraft in the duration of First World War. During the Second World War the Company manufactured bomber aircraft, but Piaggio emerged from the battle with its Ponte Finally destroyed by the related bombing. Italy’s crippled economy and the calamitous state of the streets did not assist in the improvement of permission of the aeronautical arena so as to address Italy’s urgent necessity for a contemporary affordable type of transport. The suggestion was to design reasonable worth for the multitude. Today one of the leading manufacturing companies of Piaggio & C. S.P.A It is manufactures of small Commercial Vehicles and 2 – wheeler vehicle in the world. Its registered office in Ponte era (Pisa), this company is market leader in the country of Europe and it has been operated by 24 countries. Asian market is covered major presence of this company. PVPL Company is 100% subsidiary of Piaggio & C. A.P.A of Italy the originator of three-wheelers. PVPL initiated its Indian start process in the year of 1999 with the introduce of the brand ape which was an instant victory and has adult from to over the years. Its produce of superior. The three wheeler goods transportation the pioneer in Indian, in its class of now is the no. The customer service and vehicle performance of setting global standards, this has transfigured 3w cargo segment in India. Currently the company bids range of cargo and passenger automobiles for several customised application.

PIAGGIO History: 1884 – Renaldo Piaggio began production & railway outfits in Sentry Levant. 1945 – Piaggio was manufacturing Aeroplanes. 1946 – “Vespa” a popular scooter of Europe & India was invented. INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 1948 – “Ape” another most popular 3 – wheeler created.

1956 – Piaggio acquired Gillera motorcycles trademark Started manufacturing motorcycle. 1993 – Piaggio begum production of porter/HI jet minivan with collaboration of Daihatsu– Japan. 1999 – Piaggio started LTV “APE” production in India. 2001 – PVPL becomes 100% subsidiary company of Piaggio in Italy. PIAGGIO VEHICLES PVT. LTD. IN INDIA: Introduction: The Piaggio vehicle private limited is the three wheeler goods transaction in India. It is today one of the big company. By the scenery global standard in the vehicle presentation and consumer service. The three –wheeler cargo section of the revolutionized in India. Nowadays the company proposals It has achieved by operational excellence, customer focus, total quality, fast response, high resource productivity, good maintenance and an empowered work environment. History of Piaggio Motors in India: Piaggio Motors started production of the APE 3 – wheeler in 1948 and went on to found a sturdy attendance in the “Light Commercial Vehicles” arena. From side to side the 80s and 90s, especially in the last five year with a major produce growth efforts, Piaggio Motors vehicles have presented new light commercial vehicle, a new family of utility vehicles and novel range three wheelers. Looking into good Indian & Asian customer satisfaction, the piaggio has set up its new plant with “Research & Development Facilities” in India at Baramati. In India Ape 3 – wheeler manufactures started in July 31st 1998. The ape three – wheeler manufacturing was started in the large plant at Baramati, Maharashtra. Piaggio presented a new range of PIAGGIO ‘APE’ Diesel Three Wheeler – pick up and auto rickshaw. Those vehicles were wholly designed in – housing its own modern computer aided design and computer aided manufacturing facilities. Continuing with efforts to introduce new goods, the company in the year of 2000 hosted new – highly refined vehicles – specially aimed for the India market.

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Piaggio Vehicles Pvt. Ltd In India Registration office: Piaggio Vehicles Pvt. Ltd. E2M.I.D.C. Baramati, Dist – Pune Tel No: +91-2112-304200/304599 Fax No: 243772 www.piaggio.co.in/Baramati

Corporate Office: Piaggio Vehicles Pvt. Ltd. “PHONEX” Bound Garden Road Pune Pune 411001 Tel No: +91-20-66013157 Fax No: +91-20-66013157/26134972 www.piaggio.co.in

Management of Piaggio Vehicles Pvt. Ltd. In India SL. No 1. 2. 3. 4. 5.

Name Mr Ravi S Chopra Mr Sanjeev Deshpande (Pune) Mr R.R. Rokade (Baramati) Mr Ravi Bhaya Mr Ashutosh Khosla

Designation Chairman & MD Director H R Director Manufacturing Director Materials Director Sales

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2.2 VISION, MISSION & QUALITY POLICY: Vision of the company. To company is most money market universal for specific customer needs and wants of player with world – class technology and good quality guidance in the light commercial vehicle class offering transport clarification. It has provided as an irreplaceable, more- impact, fast reaction, original & development concerned with organisation which is form place to place the world for its unequalled excellence level. Be largest automobile dealership by market share, perceived as reliable and efficient, recommended by most customers. Mission of the company. Piaggio is the market leader in the vehicle segment of transportation, and it is achieve the prestige of world – Class Company with market and production an extensive array of high value goods to the sum gratification of client in the inland and ensuring is the foreign market. Committed to deliver quality experience to customer in buying and servicing of Vehicles through.     

Producing the leaser cost production. High volume of gainful growing. Maintainable inland and universal competition. Maximised stake holder’s gratification and arrogance. They include Occupational morals.

Through a continuous improvement of process focused on:    

Producing Whole worth Resource of the manufacture Adopting a new Technology The Price efficiency

Quality Policy. The organisation is producing products and provides at all – time which meet or exceed the expectation of our customer. The company is content to equivalent quality to our challengers. Their commitment is to be increasingly superior. Involvement to Quality is a responsibility shared by everybody is organisation.  The commitment of the management to continuous improvement.  Involvement of all sections of employees.  Meet customer’s need. INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 10

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles  Upgrading technologies to meet the standard of customer. 2.3 PRODUCT PROFILE:

The company’s goods range includes half tonner cargo vehicles (Pick – Up and Delivery van); the latest entrant in the product range is a sub one – ton four wheeler ape truck, which has been successfully launched in various states across India. All the vehicles are engineered for the higher petroleum efficient, rugged presentation and outstanding weight carrying ability; these vehicles are extremely environment friendly and conform to the most stringent emission norms for the different types of transportation needs, answer is with us......

Products of Piaggio in India “APE CARGO D600P/U W/FLDG.GATES (48B2B0)” “APE 501 GL 400 AG CGN DEL VAN – VANAZ (55C1BO)” “APE CARGO D600 DELUXE P/U W/FOLDING GATES (48B4BO)” Ape’s Application 1. Bakery van 2. Chicken carrier 3. Mobile shop 4. Florist van 5. Ice Cream Van 6. Soft Drink Carrier 7. Cylinder Carrier 8. Biomedical Waste Van 9. Milk Tanker 10. Water Tanker 11. Diesel Trailer 12. Dumper Placer 13. Hydraulic Hopper

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 2.4 INFRASTUCTURE FACILITIES: Infrastructure facilities are the Forceful Domestic Presence in the span of more than a decade, all over India feast of the PVPL annexes. The phenomenal development in our organisation over 22100 publics and is the pace setter in industrially innovative and highly trusty conveyance answers. The small commercial vehicles for India and future global market by the sprawling production unit at Baramati, Maharashtra are the working to ability manufacturing the product. That has an annually manufacturing capacity of 80,000 four wheeler and then Rs.3.00.000 three wheeler vehicles. It has recognised by the Govt. Of India, is the state of art plants is supported by the research and development centre, It along with business office in Pune, a chain of 10 provincial and 14 region workplace tactically positioned in choice towns aids concealment every state well. PVPL interface with its consumer through a huge distribution channel over 760 Dealer and service centres in India. Manufacturing in India:

2.5 COMPETITOR INFORMATION. The competitors are three – wheeled vehicles market has been dominated by the Bajaj Auto, TVS Motors and Mahindra & Mahindra. They are competitors for the Piaggio Ape three – wheeler vehicles. 2.5.1 Bajaj Auto Ltd. Bajaj Auto Ltd Company is one of the big company and between Indian top ten companies. It was established in 1945, Bajaj Auto Ltd in the turnover among the top fifth Italy and trading in India. This company had started producing in the year of 1961 after following tree wheeler vehicles manufacturing in India. 2.5.2 TVS Motor Ltd. The TVS Company has been well known for its ruggedness and reliability. TVS motor is a foremost and trusted two wheeler company. TVS motor has been continuously process worked on new invention of the all division along with three – wheelers variety. TVS has been prevailed everyone competition and gathering in the country by the road to raceway, INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 12

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles TVS has scooters, Bike and three – wheeler vehicles they are most competitor to the piaggio vehicle Pvt Ltd 2.5.3 Mahindra& Mahindra Limited (M&M) Mahindra & Mahindra Company Ltd is a major automaker in India. It is the star strategic Business element of the Mahindra Group. The company was star in the year of 1945. The company operated steel with providers in England and the UK. The Mahindra Group’s Motorized Sector in the Business of industrial and marketing utility vehicles and light commercial vehicles, including three – wheeler. This one market leader in utility vehicles in India since inception and presently account for helf of India’s for utility vehicles.

2.6 SWOT ANALYSIS. 1. Strengths a. b. c. d. e. f. g.

Monetary assistance provided Experienced business High rate growth Barriers of market entry Domestic market Existing distribution and sales networks High profitability and revenue

2. Weaknesses a. Small business unit b. High loan rates are possible c. Brand portfolio 3. Opportunities a. b. c. d.

Venture capital Growth rates and profitability New markets growing demand Global market

4. Threats a. b. c. d. e. f.

Tax changes Rising cost of raw materials Price changes Growing competition and lower profitability Technological costs Increasing cost increasing rates of interest

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 2.7 FUTURE GROWTH AND PROSPECTS: The growing observed by the Indian three – wheelers industry shows the growing demand for low coat personal transaction solution between the 300 million Indian middleclass customers. In spite of that speculator growing rate, the three wheeler permeation (number of three wheeler per 1,000 population) in India remains lower than other Asian countries. That fact delivers an opportunity for continued development in the market. India has lowest penetration of three wheelers as linked to countries like Taiwan, Thailand, Malaysia, Vietnam, Indonesia and China. In the current scenario, growth in the three wheeler manufacturing will be driven by numerous factors like.     

Rise of India’s Young Working Population Rise in India rural Economy and Growing in Medium Income Households Greater Affordability vehicles Rapid Product Introduction and Shorter Product Line Cycle Inadequate Public Transport System in Most Urban Areas

2.7.1 FUTURE PLAN: The company is going forward the company plan to enhance the production capacity at cater for the increasing demand of three – wheeler. It is also contemplating the launch of its sub one tonne four – wheeled vehicle to facility the “last mile distribution” which is growing is India. It is expected that the vehicle will be the Indian roads in the first quarter Furthermore, Piaggio is also considering the possibility of up an “Engine Manufacturing” hub near Pune to support not only the existing and future requirement of its operations in India but also its global requirement. This investment will entail a large outlay spread over the next two three years.

2.8 DEALERS PROFILE. Name

: Ganesh Motors

Location

: Opp. LIC Office, PB Road, Davanagere – 06

Tel No

: 87624 65831, 08192 – 233499

E – Mail

: [email protected]

This is the age of competition in the present in the competitive market situation. The large – scale production cannot sell their product delivery in market. The complexity of production and distribution strategies does not all the producers to handle functions simultaneously. Hence, three is the need for dealers for the distribution; more over the channels of distribution are very long with complicated strategies. The channel of distribution varies from product to product, place to place, time to time. INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 14

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles The effectiveness of dealers performance largely depend on the policy provided or more by the company in are of physical distribution, it is a necessary for many firm to strengthen its marketing activities and to see that products are available at the right time place to all people who need it. Hence, the distribution of products plays a vital role in marketing of products. The smooth flow of products from products to consumers largely on the activity carried by the distributive and dealer. PROFILE OF GANESH MOTOR: Ganesh Motor is well known firm in Davanagere city that deals in three wheeler of Piaggio Vehicles Private Limited (PVPL). It was established in the year Feb – 13 – 2013 with initial capital of Rs. 12, 00,000. LOCATION Ganesh Motor are located at border of the city. It is located at opposite to LIC Office, Poona – Bangalore Road Davanagere – 06 AREA COVERED It covers entire Davanagere city and micro integers in Davanagere and other district in and around. OBJECTIVES OF THE DEALERS:      

The objectives of the dealers to explore new creativity in the new fields. To promote and sell the Ape vehicles. To create goodwill in mind of the customer. To make customer satisfied after the vehicles purchase. To entire in to software line also. To provide after sales services.

Management Mr Ganesh Prasad is the Managing Directors of the Ganesh Motor. He looks after that Ape Vehicles. He is the resident of Davanagere and he is an Automobile engineer. 2.9 AREA OF OPERATION: The dealer provided a remainder call for its customers. The customer whose free service is there has to come within the due mentioned in the owner manual according to the rules of the company for free service. Further the dealer also provided an opportunity to keep good relationship with the customer making an enquire over the phone regarding the service they got the service station. If there is any problem in the vehicles the customer has to service station and the vehicle serviced properly. INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 15

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles ORGANISATION STRUCTURE OF GANESH MOTOR Managing Director

Sales Dept.

Service Dept,

Spares Dept.

Account Dept.

RTO Dept.

Sales Manager

Accountant

Sales Executive

Cashier

Final line Executive

Receptionist

MEMBERS OF GANESH MOTOR: Mr Ganesh Prasad is the Managing Partner of Ganesh Motor. There are 4 major departments. They are: 1. 2. 3. 4.

Account Deportment Sales Deportment Service Deportment Spares Deportment

ACCOUNTS DEPORTMENT: Cashier

-

Ganesh Prasad

Auditor

-

Kulakarni

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles Sales Deportment: Sales Manager

-

Jagadeesh

Sales Representative

-

Ashok, Srinivas

Front Sales Executive

-

Nandhish, Hanumanthappa

Reception

-

Nanda

Service Manager

-

Ravi

Service Supervisor

-

Mallikarjuna

Mechanics& Helper

-

Mallikarjuna

-

Anjini, Basavaraj

-

Prashanth, Netravathi

Service Deportment:

Spare Deportment: Spares In charger DMS

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles CHAPTER – 3 THEORTICAL BACKGROUND OF THE STUDY Theoretical background: Theatrical background of this thesis covers the main aspects Customer satisfaction: Buyers’ satisfaction plays an important role in sustaining his behaviour towards the repeat purchase or further association with the brand satisfaction in the level perception of the buyer resulting from comparing the perceived performance of the good and services in reference to the anticipations to the buyer. There may be two levels of satisfaction, which buyer may feel. If the buyer feel that the performance of the good and services matches his expectation he may be considered as satisfied and if the performance exceeds the expectation of the buyer be may be considered as highly satisfied or delighted, most of the buyers from there expectation on the basis of there previous experience or strong reliance on the word of mouth. The complaint profiles, service record and customer oriented polices need to be development by the

The Market Customer

A

B

STAFF ABCDE-

Management- customer Staff- customer Customer-system Mgmt-staff Mgmt.-system

C

SYSTEM

D

E

Skill, Sty in, shared briefs, structure, strategy

Management Figure 3.1 Customer Satisfaction in the company Model

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles The major factors influencing and determining of buyer behaviour:

1. Culture:   

Cultural Sub cultural Socio class

2. Social:  Reference Groups  Opinion leader  Family  Roles and statuses 3. Economic:  Personal income  Family income  Income expectation  Consumer credit  Standard of living 4. Personal:  Age and life cycle stage  Occupation  Economic Circumstances  Life style  Personality and self-concept 5. Psychological:  Motivation  Perception  Learning  Beliefs and attitudes  Personality  Cultural factors Buying decision: We can distinguish five roles people might play a buying decision. 1. Initiator: A person who first suggested the idea of buying the product or service. 2. Influencer: A person who view or advice influences the decision. 3. Decider: A person to who decides on any component of buying decision whether to buy, what buy, how to buy, where to buy.

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 4. Buyer: The person who makes the actual purposes. 5. User: The person who consumer or uses the products or service. Measures for Customer Satisfaction: Determining the goals of your analysis     

Decide what you want to find out Customer qualitative and quantitative approaches Understand the strengths and weakness of qualitative research Consider the benefits and drawbacks of quantitative research Plan your research,

Conducting Quantitative customer satisfaction research    

Begin with a baseline survey Survey your customer Objectively monitor loyalty Evaluate complaints and unsolicited feedback

Measuring customer satisfaction qualitatively    

Conducting interviews Run focus group Use feedback cards Consider mystery shopping

Evaluating the result of your research   

Pinpoint key finding Continue to measure customer satisfaction Consider hiring a customer satisfaction specialist

Theories of Customer Satisfaction:        

Assimilation theory Contrast theory Negativity theory Disconfirmation theory Cognitive dissonance theory Adaptation theory Opponent – process theory Equity theory

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles Assimilation Theory: Assimilation theory is based on fastener’s (1957) dissonance theory. Dissonance theory posits that consumer make some kind of cognitive comparison between expectation about the product and the perceived product and the performance this view of customer post usage evaluation was introduce into satisfaction literature in the form of assimilation theory. Equity Theory: This theory is built upon the argument that a man’s reward in exchange with other should be proportional to his investment. An early recognition of this theory firs come out of research by Stouffer and his colleagues in military administration.

Assessing and Monitoring customer Satisfaction: In order to understand whether client needs are being met, the laboratory will need to employ tool for going information. The laboratory need to actively seek information from customer, rather than just waiting for customer to contact the laboratory with a complaint. Important information on customer satisfaction may be obtained using:      

Complaint monitoring Quality indicators Internal audit Management review Satisfaction survey Interview and focus surveys The monitoring of customer satisfaction is part of the continual improvement performed by the customer.

Customer relationship management (CRM): CRM has been one of the talked subject r recently in corporate circles. It is a strategy used to learn more about customer need and behaviours in order to develop stronger relationship them. Over all good customer relationship are at the heart business success. CRM is the failed of retail banking has attracted much of researchers and practitioners. There have been continuous researches in the failed of CRM and its application in banking and financial services. But India, research in failed of relationship marketing has not taken off to the expectation and is still in the infant stage when compared to other countries in the west.

Customer satisfaction of Post purchase Process: Customer relationship management (CRM) programs are increasingly common in American firm. The objective of such program is to increase the satisfaction, commitment, of retention of the customer CRM programs, whether complex and sophisticated database systems or a simple phone call, to increase satisfaction and loyalty among target customer. In INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 21

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles all the example of the chapter customer have made a purchase decision (they have purchased the insurance are staying at the shopping at the store,, have bought the car).we will examine the purchase process that produce customer satisfaction and loyalty and the marketing strategies these processes suggest. Purchase Post purchase dissonance

Non-use Usage

Product disposal

Complaint behaviour

Evaluation

Satisfactio n

Committed customers

Repeat purchase

Increased use

Brand switchin g

Discontinued use

Figure 3.2 Post-purchase Behaviour

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 22

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles CHAPTER- 4 ANALYSIS AND INTERPRETATION OF DATA Result and finding are also called as analysis and interpretation. This part of the report contains as allotment of table and narrative of the result of the survey. The analysis identifies the various that play major role determining way the respondents go for a particular product or brand. The analysis has also made with reference to factor influencing buyer decisions. The motivational factors to go for a particular brand. For some of the tables are used to interpret the finding in a better manner. The objective of survey way to know the marketing of piaggio ape vehicles in Daavanagere city. Consumer analysis, consumption factor or purchasing pattern and order related aspect and order related aspects. The occupation, income of the despondence is also record in order know the correction between these feature. Primary data will be collected through questionnaire method of 100 respondents is done along with face to face interview method. A structure questionnaire with systematic sequence of questions will be used as a support to talk to the various customer regarding there level of satisfaction and problems faced by team.

4.1 Table showing brand name wise of the Three wheeler you can own or operate three wheeler. Brand Name Number of Percentage Respondents Piaggio 42 42% Bajaj

32

32%

Mahindra

12

12%

Other

24

24%

Total

100

100%

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 23

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles Analysis : Frome the above table it is clear that a about different brand name in three – wheeler. The of the 100 respondents 42% own of operated Piaggio Three Wheeler, 32% Bajaj,12 Mahindra,& 24% other including Piaggio Ape.

Brand Name 50%

42%

40%

32%

24%

30% 20%

12%

10% 0% Piaggio

Bajaj

Mahindra

Other

Percentage

Interpretation: Most of the respondents prefer to buy towards the Piaggio ape Three- wheeler, apart from that lowest preference to Mahindra.

4.2 Table showing the purpose for use of three wheeler. Purpose Number of Respondents

Percentage

Agriculture

50

50%

Commercial

38

38%

Other

12

12%

Total

100

100%

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 24

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles Analysis: From the above table indicates the purpose for use of three wheeler by the respondents. Of the respondents50% used three wheeler for agriculture purpose,38% commercial purpose remaining12% other.

Purpose Other 12% Commercial 38%

Agriculture 50%

Agriculture Commercial Other

Interpretation: Majority of customer purchase Three wheeler vehicles for agriculture purpose.

4.3 Table showing source through which came customers to know about Piaggio ape Three wheeler cargo vehicle. Source of Information

Number of Respondents

Percentage

Dealers

40

40%

Advertisement

25

25%

Friends/ Relatives

25

25%

If any others

10

10%

Total

100

100%

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles Analysis: This table reveal the source of information about the PIAGGIO ape Three wheeler, 40% of the respondents came to know by dealers, 25% through advertisement, 25% from friends and relatives, 10%others. Interpretation: Feedback of the respondents came to know about Piaggio Ape by Dealers, Advertising and Friends and Relatives for Sales. 4.4 Table showing the aware of Ganesh Motors Dealer Piaggio Ape vehicle among respondents. Aware of vehicle

Number of Respondents

Percentage

Yes

84

84%

No

16

16%

Total

100

100%

Analysis: The above table shows availability of aware of Piaggio Ape vehicles. Among the 100% respondents of the respondents 84% says Yes, remaining 16%No. Interpretation: The desire of the respondents have well known and aware of the Piaggio Ape three – wheeler vehicle.

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 4.5 Table showing factors influencing the purpose of Piaggio Ape Cargo Three wheeler. Factors

Number of Respondents

Percentage

Price

12

12%

Comfort

20

20%

Mileage

28

28%

Quality

24

24%

Durability

16

16%

Total

100

100%

Analysis: From the above table it is clear that factor influencing the purpose decision of Piaggio Ape three wheeler. Of the respondents, 12% were influencing by the price factor, 20%by comfort, 28% by mileage, 24% by quality and reaming 16% by durability.

Factors Percentage

28% 24% 20% 16% 12%

Price

Comfort

Mileage

Quality

Durability

Interpretation: Mileage and quality influence most for purchase, and customer are least to bother about price during purchase.

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 4.6 Table showing the opinion of respondents regarding price of Piaggio Ape Cargo Three Wheeler. Price Number of Respondents Percentage High

28

28%

Reasonable

68

68%

Low

4

4%

Total

100

100%

Analysis: Out of 100 respondents, 28% of them said that the price is high, 68% of as reasonable and remaining 4% as low. Interpretation: Willing to respondents express their view on the Reasonable price of Piaggio Three – Wheeler.

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 4.7 Table showing made of acquisition/ payment of Piaggio Cargo Three Wheeler. Acquisition/ Payment

Number of Respondents

Percentage

Cash

18

18%

Bank

28

28%

Private Finance

34

34%

Instalment

20

20%

Total

100

100%

Analysis: Following table indicate that acquisition or payment Piaggio Cargo Three Wheeler, the 18% respondents have cash, 28% bank, 34% private finance and remaining 20% instalment of the customer.

Payment/Acquisition

Instalment

Private Finance

Bank

Cash 0%

5%

10%

15%

20%

25%

30%

35%

Interpretation: The most respondents for buy the payment of Piaggio cargo Three Wheeler, from the customer most of the private finance in payment.

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 4.8 Table showing opinion of the respondents about Piaggio Ape cargo Three Wheeler vehicle. Good

Fair

Bad

No. of % Resp. 56 56%

No . of % Resp. 32 32%

No .of Resp.

%

12

60 16

60% 16%

20 56

20% 56%

36 68 28 48

36% 68% 28% 48%

44 20 48 36

44% 20% 48% 36%

Total

Factor

Convenience and safety Mileage After sales service Price Performance Durability Design and out look

12%

No . of Resp. 100

% 100%

20 28

20% 28%

100 100

100% 100%

20 12 24 16

20% 12% 24% 16%

100 100 100 100

100% 100% 100% 100%

Analysis: The above table indicating the opinion of the respondents about Piaggio Ape cargo three wheeler vehicle. Of the respondents, 56% said good,32% fair&12% bad, about convenience and safety of the Piaggio Ape three wheeler, about mileage 60% felt as good,20% bad. About 36% good, 44% fair,&20% bad, about performance 68%good,20%fair, 12%bad, about durability 28%good, 48%fair,& 24% bad, about design & outlook 48% good,36% fair& remaining 16% as bad.

Factors 80% 70% 60% 50% 40% 30% 20% 10% 0%

60%

56%

68% 56%

32% 12%

20% 20% 16%

28%

Good

48%

44% 36% 20%

Fair

20% 12%

28% 24%

48% 36% 16%

Bad

Interpretation: Mileage and performance opinion the most purchase, and customer customers are least to bother price during purchase of Piaggio cargo three wheeler vehicle INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 30

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 4.9 Table showing opinion of the quality of service Piaggio cargo three wheeler vehicle. Opinion

Number of Respondents

Percentage

Excellent

30

30%

Good

32

32%

Average

22

22%

Poor

16

16%

Total

100

100%

Analysis: From the above table it is clear that above quality of service by Piaggio ape cargo three wheeler vehicle. 30% of total customers for excellent,32% good,22% average and remaining 16% poor.

Opinion 16% 30%

Excellent Good

22%

Average Poor

32%

Interpretation: Whish to the respondents expressed their opinion toward of Piaggio Ape three wheeler apart from the quality of service is good.

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 4.10 Table showing the cost spare – ports of Piaggio Ape Cargo three wheeler. Cost

Number of Respondents

Percentage

Costlier

40

40%

Reasonable

52

52%

Low

8

8%

Total

100

100%

Analysis: The above table shows the cost of spare parts- parts of Piaggio Ape cargo three wheeler. Of the respondents.40% consider cost as costlier, 52% as reasonable, & remaining 8% as low. Interpretation: Most of the respondents have experienced about cost of spare – ports of Piaggio Cargo vehicle three wheeler customers is Reasonable.

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 4.11 Table showing satisfied the Piaggio Ape Three Wheeler Satisfied

Number of Respondents

Percentage

Yes

75

75%

No

25

25%

Total

100

100%

Analysis: From the above table depicts 75% of the customers told about the satisfied of Piaggio Ape cargo three wheeler vehicle rest of the told not satisfied of Piaggio Ape three wheeler.

Satisfied

25%

75%

Yes

No

Interpretation: Review of words of the respondents have experience about satisfied of Piaggio Ape three wheeler vehicle.

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 4.12 Table showing the availability spare – parts of Piaggio Ape cargo three wheeler vehicle. Availability

Number of respondents

Percentage

Yes

76

76%

No

24

24%

Total

100

100%

Analysis: The above table shows availability of spare – parts. Of the respondents 76% customers in available, 24% customers of not available in spare – parts. Interpretation: Majority respondents have experienced about availability of spare – parts of easily in and around of the showroom.

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles

4.13 Table showing bring to your vehicle to service per month of Piaggio ape cargo three wheeler. Often

Number of Respondents

Percentage

Once per month

37

37%

Twice per month

42

42%

Frequently

21

21%

Total

100

100%

Analysis: From the above table indicates the Visiting of vehicle to services per month of Piaggio Ape cargo vehicle by the respondents.37% service is Piaggio ape in once per month,42% twice per month& remaining 21% frequently. Interpretation: They have some interested of the respondents prefer to buy towards the Piaggio Ape cargo three wheeler, for service per month is lowest preference to frequently.

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles

4.14 Table showing opinion of towards about the after sales service centre. Opinion

Number of Respondents

Percentage

Excellent

21

21%

Good

24

24%

Average

40

40%

Bad

15

15%

Total

100

100%

Analysis: From the above table of depicts of after sales service centre is Piaggio Ape cargo vehicle.21% customers told about the excellent,24% good,40% average and remaining 15% bad with the service centre.

Opinion 40% 35% 30% 25%

40%

20% 15% 10%

21%

24% 15%

5% 0%

Excellent

Good

Average

Bad

Percentage

Interpretation: Majority of respondents expressed their opinion towards the service centre is average.

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 4.15 Table showing cost of after - sale service of Piaggio Ape cargo three wheeler. Service

Number of respondents

Percentage

High

27

37%

Reasonable

37

27%

Average

20

20%

Low

16

16%

Total

100

100%

Analysis: As per the slab it depicts the cost of service by Piaggio Ape cargo vehicle. Among respondents 37% of respondents expressed their views on both reasonable and cost of service, 27%told their opinion towards high, 20%average and remaining16% expressed towards of

Service 16% 37% 20%

27%

High

Reasonable

Average

Low

low.

Interpretation: Most of the respondents prefer towards the cost of after sales service apart from the reasonable.

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 4.16 Table Showing the What Respondents liked most in Piaggio Ape cargo three wheeler vehicles. Factors

Number of respondents

Percentage

Performance

30

30%

Fuel efficiency

25

25%

Economy

30

30%

Other

15

15%

Total

100

100%

Analysis: From the above table it is clear that out of 100 respondents 30%like that Piaggio three wheeler vehicle of performance25%fuel efficiency,30%ware like economy and remaining 15% were like to others. Interpretation: Among total respondents majority of the most like in both performance and Economy.

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 38

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles CHAPTER – 5

SUMMARY OF FINDINGS, SUGGESTION AND CONCLUSION 5.1 FINDINGS: The main objectives of the study understood the customer satisfaction for Piaggio Ape Three Wheeler Cargo Vehicle. The respondents were carefully selected as to include actual purchase of Piaggio ape three wheeler cargo vehicles. The study was undertaken Davanagere city. In the study based on the respondents the following findings are listed.  Majority of customer came to know about Piaggio Ape Ganesh Motors by dealers.  The most of the respondents aware of Piaggio Three Wheeler Vehicle.  Mileage and quality influences most of purchase are least to bother about price during purchase.  Feedback respondents express their view on the reasonable price of Piaggio Ape Three Wheeler Vehicle.  Most of the respondents expressed their opinion towards of Piaggio Ape three wheeler apart from the quality of service is good.  Willing respondents have experience about availability of spare parts of easily in and around of the showroom.  Most of the respondents have experience about satisfied of Piaggio Ape Three Wheeler Vehicle.  The most of the respondents prepare to buy towards the Piaggio Ape Cargo Three Wheeler, for service per month is lowest preference to frequently.  Majority of respondents expressed their opinion towards the service centre is average.  Review of words of the respondents prefer towards the cost of after sales service apart from the reasonable.  Among total respondents majority of the most like in both performance and Economy.

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 39

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 1.1SUGGESTION:  Company should be more production vehicle for transportation and agriculture purpose.  The company should be give credit facility to its dealers in the mode of payment.  Must be improved of TV ads and Newspaper advertisement.  The price of Ape vehicle is very high when compared to its computer. The company has well established can provide some gifts, discounts to their customers etc.  The company as promotional strategy can tic- up with the mobile company to display the wallpaper on the screen of the most of people commonly use it.  Company has to concentrate on customer satisfaction needs’

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 1.2CONCLUSION: From the survey analysis it was found that most of the people are well aware about Piaggio ape vehicle in Davanagare City. Piaggio ape is one of the biggest company in the world and the company reaching out to more geographical location and adding more names to their customer’s roster. As the company is finding new technology and maintain the quality of Ape vehicle has attuned the one million- customer satisfaction. It is also observed that the advertising and sales promotional activities that are carried out by the dealer are less. The company also has to make a paint the people in their suggestion said that they want 4 wheeler ape range vehicle. As per the market carried by the ape vehicle company, it is found that it is the number one company in three wheeler segment. Further Ape vehicle is market leader in the road of India.

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Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles

ANNEXURE: QUESTIONNAIRE

Respected sir/ Madam: I am VENKATESHA. B final year M B A, student of INSTUTION MANGEMENT STUDIES, I am undertaking a project work on “ CUSTOMER SATISFACTION TOWARDS PIAGGIO APE CARGO 3w VEHICLES: WITH SPECIAL REFRENCE TO GANESH MOTORS DAVANAGERE” for the partial fulfilment of MBA for the academic year 2016-17. Provided information will be academic purpose only kindly spare few minutes to answer the following questions. Thank you, Your faithfully 1. Name of the Customer 2. Address:

a. Contact No:_ _ _ _ _ _ _ _ _ _ _ _

b. E-Mail :

3. Age Group: a . 15-25 { }

b. 25-35

{ }

c . 35-45 { }

d. 45 and above

{ }

4. Occupation: a. Farmer

{ }

c. businessman { }

b. Student d. Other Specify

{ } { }

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 42

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 5. Income per month? a. 15, 000-20,000

{ }

b. 20,000-30,000

{ }

c. 30, 000-40,000

{ }

d. 40,000& above

{ }

6. Name your three wheeler or which three wheeler you own or operate? a. PIAGGIO ape

{ }

b. Bajaj

{ }

c. Mahindra

{ }

d. Other

{ }

7. For what purpose are you using the three wheeler? a. Agriculture

{ }

c. Other

{ }

b. Commercial

{ }

8. How did you come to know about this three wheeler? a. Advertisement

{ }

b. Friends/Relatives

{ }

c. Dealers

{ }

d. Other

{ }

9. Are you aware of Ganesh Motors Dealer Piaggio Ape Vehicle in Davanagere? a. Yes { }

b. No

{ }

10. Which factors influencing you to purchase this three wheeler? a. Price

{ }

b. Comfort e. durability

{ }

c. Mileage

{ }

d. Quality

{ }

e. Others

{ }

11. What is your opinion about the price of Ape Piaggio Three Wheeler? a. High

{ }

c .low

{ }

b. Reasonable

{ }

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 43

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles

12. What is mode of acquisition/payment of your Ape Piaggio Three Wheeler? a. Cash

{ }

c. Bank

{ }

b. Private finance d. Other specified

{ } { }

13. Opinion about Piaggio “ Ape Three Wheeler in respect of the following? Factor

Good

Fair

Bad

Convenience and safety Mileage After sale service Price Performance Durable Design and out look 14. Your opinion about quality of service Piaggio Ape Cargo Vehicle? a. Excellent

{ }

b. Good

{ }

c. Average

{ }

d. Poor

{ }

15. What is cost of spare parts of Piaggio Ape Three Wheeler? a. Costlier

{ }

c. Low

{ }

b. Reasonable

{ }

16. Are you satisfied with your Piaggio Ape Three Wheeler? a. Yes

{ }

b. No

{ }

17. Are spare parts easily available at all time? a. Yes

{ }

b. No

{ }

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 44

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 18. How many do you bring your vehicle to service per month? a. Once for a month

{ }

b. twice per a month

{ }

c. Frequently

{ }

19. What is your opinion towards after-sale service centre? a. Excellent

{ }

b. Good

{ }

c. Average

{ }

d. Bad

{ }

e. Very bad

{ }

20. What is your opinion towards cost of after-sale service? a. Reasonable

{ }

b. Good

{ }

c. Average

{ }

d. Low{ }

21. Is there any dissatisfaction towards dealer:

22. What do you like most in Piaggio Ape Three Wheeler Vehicle? a .Performance

{ }

b. Fuel efficiency { }

c. Economy

{ }

d. Other

{ }

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 45

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles 23. Any Suggestion

Place: Date: ( Signature )

Thank you for your time and co – operation in answering these questions.

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 46

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles

BIBLOGRAPHY Books: Marketing management – Philip Kotler Consumer behaviour – Leon G. Schiffman

Reports : Organisation report of Ganesh Motors Davanagere

Website: www.piaggio.co.in www.essays.se/about/ literature+customer +satisfaction/ www.swotanalysis24.com/swot-p/85011-swot-anlysis-piaggio-vehicle-india.html www.wikepedia.co

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