SBS COOLAGE, PUNE A STUDY ON CUSTOMER SATISFACTION WITH SPECIAL REFRENCE TO MAHINDRA & MAHINDRA BY SURENDRA KUMAR NAGAR

Email Id: s !"#d!a$%%&'()mail*+,m M,-il" N,: .&'&//0%&%/

A !"1,!2 s -mi22"d i# 1a!2ial 3 l3illm"#2 ,3 24" !"5 i!"m"#2 ,3

MASTER OF MARKETING MANAGEMENT

UNDER THE GUIDANCE OF

Mrs. Himali Natekar

67.%787.%/9

SINHGAD BUSINESS SCHOOL 6SINHGAD TECHINICAL SOCIETY:S9, APPRO;ED BY PUNE UNI;ERSITY

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BONAFIDE & FORWARDING CERTIFICATE

Certified that the Sure dra !umar Na"ar is a #$ afide stude t $f this i stitute. %ased $ the &ritte '$ se t $f the fa'ult( "uide Mrs. Himali Natekar &e are f$r&ardi " his )r$*e't re)$rt titled A STUD+ ON CUSTOMER SATISFACTION ,ITH S-ECIA. REFRENCE TO MAHINDRA / MAHINDRA f$r further e0aluati$ t$ The C$ tr$ller $f E1ami ati$ s 2 -UNE UNI3ERSIT+*

Dea 4MMM5 Offi'e Seal Date6

Si h"ad %usi ess S'h$$l -u e

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FACULTY GUIDES CERTIFICATE

Certified that the dissertati$ title A STUD+ ON CUSTOMER SATISFACTION ,ITH S-ECIA. REFRENCE TO MAHINDRA AND MAHINDRA is a #$ afide &$rk d$ e S !"#d!a K ma! Na)a! u der m( "uida 'e i )artial fulfillme t $f Mas2"! ,3 Ma!<"2i#) Ma#")m"#2 ,3 P #" U#i="!si2> . The 0ie&s e1)ressed i this dissertati$ is $ l( $f that $f the resear'her a d the eed $t #e th$se $f this i stitute. This )r$*e't &$rk has #ee '$rre'ted #( me $ the #asis $f r$u"h draft #ei " su#mitted.

-r$*e't Guide68 Mrs. Himali Natekar 4Asst. -r$fess$r5 Date68 -la'e68

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DECLARATION
I d$ here#( de'lare that the dissertati$ title A STUD+ ON $f

CUSTOMER SATISFACTION ,ITH S-ECIA. REFRENCE TO MAHINDRA AND MAHINDRA is a re'$rd $f #$ afide &$rk d$ e #( me u der the su)er0isi$ Mrs. Himali Natekar2 Si#4)ad B si#"ss S+4,,l 6Si#4)ad T"+4i#i+al

S,+i"2>:s9 2 a d su#mitted t$ -u e U i0ersit(2 Maharashtra i )artial fulfilme t $f the

re:uireme ts f$r the a&ard $f de"ree $f Master $f Marketi " Ma e"ma t.

SURENDRA KUMAR NAGAR

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A+<#,?l"d)"m"#2
A ( task that is u der take rea'hes su''essful '$m)leti$ $t $ l( #( a I di0iduals

eff$rt #ut als$ #( the "uida 'e a d su))$rt $f ma ( $thers. Here are &e t$ a'k $&led"e a fe& $f th$se &h$ ha0e hel)ed us t$ 'arr( $ut this )r$*e't &$rk su''essfull(.

Ravindra mehra, Sales manager(Commercial), f$r "i0i " me this $))$rtu it( t$ u
I e1)ress m( dee) t$ Mr.

dertake this )r$*e't i this )resti"i$us $r"a i<ati$ a d )r$0idi " a "$$d e 0ir$ eme t t$ m( &$rk.

I &$uld als$ like t$ tha k t$ )r$*e't Guide M!s* Himali Na2"<a! a d e tire staff $f f$r the i 0alua#le hel) a d su))$rt the( e1te ded duri " the )r$*e't &$rk.

.ast #ut $t the least. I am tha kful t$ $ur Dire't$r M!s* M*S*Sa24" 6Di!"+2,! ,3 SBS9 f$r #ei " the s$ur'e $f i s)irati$ a d M$ti0ati$ s t$ Stri0e f$r e1'elle 'e

-la'e6 Date= SURENDRA KUMAR NAGAR

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CONTENTS E@ECUTI;E SUMMARY

%* 7* /* 0* A* $* C* &* '* %.* %%* %7* %/ %/* %0* %A* %$* %C* %&* %'* B,#a3id" & 3,!?a!di#) +"!2i3i+a2" Fa+ l2> ) id"s +"!2i3i+a2" D"+la!a2i,# A+<#,?l"d)"m"#2 C,#2"#2s EB"+ 2i=" s mma!> I#2!,d +2i,# C,m1a#> P!,3il" P!,d +2 P!,3il" D"al"! P!,3il" S?,2 a#al>sis PEST & STP a#al>sis R"s"a!+4 M"24,d,l,)> Fi#di#) Da2a A#al>sis R"+,mm"#da2i,# Limi2a2i,#s ,3 S !="> C,#+l si,# A##"B !" Bi-li,)!a14> 7 / 0 A $ C8' %.8%A %$87$ 7C80. 0%80& 0'8A. A%8A7 A%8A' $. $%8C. C% C7 C/ C08C$ CA

Mahi dra / Mahi dra 4M/M52 the market leader i multi8utilit( 0ehi'les i I dia. The '$m)a ( started ma ufa'turi " '$mmer'ial 0ehi'les i 1?;>. M/M is the leader #( far @

SBS COOLAGE, PUNE i '$mmer'ial 0ehi'le a d the se'$ d lar"est i the )asse "er 0ehi'le market. The

'$m)a ( is the &$rldAs si1th lar"est medium a d hea0( '$mmer'ial 0ehi'le ma ufa'turi ". Mahi dra is #est k $& f$r utilit( 0ehi'les a d tra't$rs i I dia2 Its aut$m$ti0e di0isi$ 2 the '$m)a (Bs $ldest u it 4f$u ded i 1?;>52 makes *ee)s a d three8&heelers 4 $t )asse "er Caut$ ri'ksha&s2C #ut utilitaria deli0er( a d flat#ed i 'ar ati$ s5. M/MBs farm e:ui)me t se't$r2 f$rmed i 1?@9 duri " I diaBs "ree re0$luti$ 2 ma ufa'tures tra't$rs a d i dustrial e "i es. M/M als$ )r$du'es militar( 0ehi'les. The '$m)a ( has fa'ilities l$'ated thr$u"h$ut I dia. The sur0e( i 0$l0ed "atheri " &ide i f$rmati$ a#$ut the '$m)a (2 its )r$du'ts2

'ust$mer satisfa'ti$ a d im)a't $f 0ari$us '$m)etiti0e firms $ the '$m)a (. Fr$m the i f$rmati$ '$lle'ted2 0ari$us as)e'ts &ere ide tified &here the '$m)a ( eeds t$ f$'us m$re t$ im)r$0e the effi'ie '( $f marketi " team $f Mahi dra Aut$m$ti0es. The resear'h &as '$ du'ted thr$u"h '$lle'ti$ $f )rimar( a d se'$ dar( data. Se'$ dar( data &as '$lle'ted thr$u"h 0isiti " 0ari$us &e# sites2 aut$m$#ile ma"a<i es a d $ther relia#le s$ur'es. -rimar( data &as '$lle'ted thr$u"h a &ell8framed :uesti$ a d MS E1'el. aire2 $f &hi'h later a detailed a al(sis &as d$ e usi " 0ari$us statisti'al I.T. t$$ls like MS ,$rd

O the #asis2 the se'$ dar( data a al(sis a d the e1te si0e a al(sis $f the )rimar( data2 i ter)retati$ s &ere dra& f$r the :uesti$ s a d '$ 'lusi$ is dra& . Certai su""esti$ s are als$ dra& fr$m the a al(sis t$ hel). Mahi dra Aut$m$ti0es t$ i 'rease its market share i '$mmer'ial )asse "er se"me t a d M-3s. The mai resear'h that f$ll$&ed is t$ k $& Customer satisfaction towards Mahindra and Mahindra SU3. Due t$ the limited res$ur'es a d time '$ strai ts2 the stud( &as '$ du'ted &ithi the area K,2a6RaDas24a#9 D

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RESEARCH METHODO.OG+ A resear'h )r$'ess '$ sists $f sta"es $r ste)s that "uide the )r$*e't fr$m its '$ 'e)ti$ thr$u"h the fi al a al(sis2 re'$mme dati$ s a d ultimate a'ti$ s. The resear'h )r$'ess )r$0ides a s(stemati'2 )la ed a))r$a'h t$ the resear'h )r$*e't a d e sures that all as)e'ts $f the resear'h )r$*e't are '$ siste t &ith ea'h $ther. RESEARCH -ROCESS The resear'h )r$'ess has f$ur disti 't (et i terrelated ste)s f$r resear'h a al(sis It has a l$"i'al a d hierar'hi'al $rderi "6 E E E E Determi ati$ $f i f$rmati$ resear'h )r$#lem. De0el$)me t $f a))r$)riate resear'h desi" . E1e'uti$ $f resear'h desi" . C$mmu i'ati$ $f results.

Ea'h ste) is 0ie&ed as a se)arate )r$'ess that i 'ludes a '$m#i ati$ $f task 2 ste) a d s)e'ifi' )r$'edure. The ste)s u dertake are l$"i'al2 $#*e'ti0e2 s(stemati'2 relia#le2 0alid2 im)ers$ al a d $ "$i ". SAMPLE SIEE I ha0e tar"eted 7>F)e$)le i the a"e "r$u) a#$0e 71 (ears f$r the )ur)$se $f the resear'h. The tar"et )$)ulati$ i flue 'es the sam)le si<e. The tar"et )$)ulati$ re)rese ts the !$ta re"i$ s. . The )e$)le &ere fr$m differe t )r$fessi$ al #a'k"r$u ds. The details $f $ur sam)le are e1)lai ed i 'ha)ter amed )rimar( resear'h &here the di0isi$ s are e1)lai ed i dem$"ra)hi's se'ti$ . DATA CO..ECTION

SBS COOLAGE, PUNE Data '$lle'ti$ t$$k )la'e &ith the hel) $f filli " $f :uesti$ '$mm$ fa't$r i all 0arieties $f the :uesti$ aires. The :uesti$ aire

meth$d has '$me t$ the m$re &idel( used a d e'$ $mi'al mea s $f data '$lle'ti$ . The aire meth$d is this relia 'e $ 0er#al aire aire res)$ ses t$ :uesti$ s2 &ritte $r $ral. I f$u d it esse tial t$ make sure the :uesti$ im)$rta t as resear'her t$ res)e't the sam)les time a d e er"( he 'e the :uesti$ :uesti$ aires &ere )ers$ all( admi istered.

&as eas( t$ read a d u dersta d t$ all s)e'trums $f )e$)le i the sam)le. It &as als$ &as desi" ed i su'h a &a(2 that its admi istrati$ &$uld $t e1'eed ;8> mi s. These

CONC.USIONS Mahi dra a d Mahi dra M$t$rs has a 0er( "$$d market share i the state $f !$ta Ra*astha f$r the SU3 se"me t. The '$m)a ( is $fferi " "$$d ser0i'es2 &hi'h is refle'ted $ the satisfa'ti$ $f the 'ust$mer.Ma*$rit( $f the 'ust$mer are satisfied &ith the desi" $f the 0ehi'le. Mahi dra / Mahi dra m$t$rs are )r$0idi " #etter fa'ilities '$m)air &ith $ther #ra d.

INTRODUCTION
Cust$mer Satisfa'ti$ is the #u<<&$rd used #( the #usi ess )e$)le f$r the su''ess $f $r"a i<ati$ i the )rese t da(s. Due t$ the i 'reases $f hea0( '$m)etiti$ i e0er( ?

SBS COOLAGE, PUNE )r$du't Hli e it #e'$me diffi'ult f$r the '$m)a ies t$ retai the 'ust$mers f$r l$ "er time. S$ retai the 'ust$mer f$r l$ "er time the marketer has t$ d$ $ l( $ e thi "s i.e. 'ust$mer satisfa'ti$ .If 'ust$mer is full( satisfied #( the )r$du't it $t $ l( ru# the $r"a i<ati$ su''essfull( #ut als$ fet'h ma ( #e efits f$r the '$m)a ( . The( are less )r$'ess se siti0e a d the( remai 'ust$mer f$r a l$ "er )eri$d. The( #u( additi$ )r$du'ts $0ertimes as the '$m)a ( i tr$du'e related )r$du'e related )r$du'ts $r im)r$0ed2 s$ 'ust$mer satisfa'ti$ s is "ai i " a l$t $f im)$rta 'e i the )rese t da(. E0er( '$m)a ( is '$ du'ti " sur0e( $ 'ust$mer satisfa'ti$ le0el $ their )r$du'ts .T$ make the )r$du'ts u) t$ the satisfa'ti$ le0el $f 'ust$mers. This )r$*e't is als$ d$ e t$ k $& the 'ust$mers satisfa'ti$ $ the Mahi dra a d Mahi dra Aut$m$#iles. The im)a't $f aut$m$#ile i dustr( $ the rest $f the e'$ $m( has #ee s$ )er0asi0e a d m$me t$us that is 'hara'teri<ed as se'$ d i dustrial. It )la(ed a 0ital r$le i hel)i " the ati$ t$ )r$du'e hi"her 0alue "$$d a d ser0i'es a d i the e ha 'i " their skills a d im)$se treme d$us dema d f$r aut$m$#ile2 l$t $f 'ar ma ufa'turers '$m)a ( fa'i " 'ut thr$at '$m)etiti$ i the fields $f te'h $l$"( a d )ri'e. C s2,m"! Sa2is3a+2i,# S2!a2")i"s F,ll,?"d B> M&M The differe t strate"ies f$ll$&ed #( M/M '$ sists $f Cust$mer relati$ shi) ma a"eme t2 strate"( t$ )r$0idi " #etter fa'ilit( t$ the $& er2 a d strate"( t$ )r$0ide #etter after sales ser0i'e t$ 'ust$mer. C s2,m"! R"la2i,#s4i1 Ma#a)"m"#2 CRM as a t$$l &as used t$ 'reate )$siti0e &$rd8$f8m$uth2 t$ m$ it$r 'ust$mer e1)erie 'es a d "e erate referrals. A series $f CRM a'ti0ities &ere im)leme ted &ith re"ular dire't '$mmu i'ati$ 2 e0e ts a d 'ust$mer satisfa'ti$ sur0e(s2 E0e ts2 Festi0e $ffers2 Re&ards -r$"ram2 et'.

INTRODUCTION OF AUTOMOBILE INDUSTRY

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The aut$m$#ile i dustr( has 'ha "ed the &a( )e$)le li0e a d &$rk. The earliest $f m$der 'ars &as ma ufa'tured i the (ear 1G?>. Sh$rtl( the first a))eara 'e $f the 'ar f$ll$&ed i I dia. As the 'e tur( tur ed2 three 'ars &ere im)$rted i Mum#ai 4I dia5. ,ithi de'ade there &ere t$tal $f 1F7> 'ars i the 'it(. The da& $f aut$m$#ile a'tuall( "$es #a'k t$ ;FFF (ears &he the first &heel &as used f$r tra s)$rtati$ i I dia. I the #e"i i " $f 1>th 'e tur(2 -$rtu"uese arri0ed i Chi a a d the i tera'ti$ $f the t&$ 'ultures led t$ a 0ariet( $f e& te'h $l$"ies2 i 'ludi " the 'reati$ $f a &heel that tur ed u der its $& )$&er. %( 1@FFs small steam8)$&ered e "i e m$dels &as de0el$)ed2 #ut it t$$k a $ther 'e tur( #ef$re a full8si<ed e "i e8 )$&ered 0ehi'le &as 'reated. %r$thers Charles a d Fra k Dur(ea i tr$du'ed the a'tual h$rseless 'arria"e i the (ear 1G?9. It &as the first i ter al8'$m#usti$ m$t$r 'ar $f Ameri'a2 a d it &as f$ll$&ed #( He r( F$rdAs first e1)erime tal 'ar that same (ear.

O e $f the hi"hest8rated earl( lu1ur( aut$m$#iles &as the 1?F? R$lls8R$('e Sil0er Gh$st that featured a :uiet @8'(li der e "i e2 leather i teri$r2 f$ldi " &i ds'ree s a d h$$d2 a d a alumi um #$d(. Chauffeurs usuall( dr$0e it a d em)hasis &as $ '$mf$rt a d st(le rather tha s)eed. Duri " the 1?7Fs2 the 'ars e1hi#ited desi" refi eme ts su'h as #all$$ tires2 )ressed8 steel &heels2 a d f$ur8&heel #rakes. Graham -ai"e DC -haet$ $f 1?7? featured a G8'(li der e "i e a d a alumi um #$d(. The 1?9D -$ tia' De .u1e seda had r$$m( i teri$r a d rear8hi "ed #a'k d$$r that suited m$re t$ the eeds $f families. I 1?9Fs2 0ehi'les &ere less #$1( a d m$re streamli ed tha their )rede'ess$r &as. 11

SBS COOLAGE, PUNE The 1?;Fs sa& features like aut$mati' tra smissi$ 2 sealed8#eam headli"hts2 a d tu#eless tires. The (ear 1?>D #r$u"ht )$&erful hi"h8)erf$rma 'e 'ars su'h as Mer'edes8%e < 9FFS.. It &as #uilt $ '$m)a't a d st(li<ed li es2 a d &as 'a)a#le $f 79F km)h 41;; m)h5.

This &as the I dia aut$m$#ile hist$r(2 a d t$da( m$der aer$d( ami'all( sha)ed2 a d '$m)a't. Fa+2s & Fi) !"s

'ars are "e erall( li"ht2

The a 2,m,-il" i#d s2!> i I dia is $ a i 0estme t $0erdri0e. %e it )asse "er 'ar $r t&$8&heeler ma ufa'turers2 '$mmer'ial 0ehi'le makers $r three8&heeler '$m)a ies 8 e0er($ e a))ears t$ #e i a s'ram#le t$ hike )r$du'ti$ 'a)a'ities. The '$u tr( is e1)e'ted t$ &it ess $0er Rs /C,... +!,!" $f i 0estme t #( 7F11. H> #dai &ill als$ #e u maski " the 3er a a d a #ra d e& diesel 'ar. G"#"!al M,2,!s &ill #e lau 'hi " a mi i a d ma( #e a '$m)a't 'ar. M$st $f the '$m)a ies ha0e made their i te ti$ s 'lear. Ma! 2i Ud>,) has set u) the se'$ d 'ar )la t &ith a ma ufa'turi " 'a)a'it( $f 7*A la<4 u its )er a um f$r a i 0estme t $f Rs $,A.. C!,!" 4Rs /,7.. C!,!" f$r diesel e "i es a d Rs 7,C%& C!,!" f$r the 'ar )la t itself5. H(u dai a d Ta2a M,2,!s ha0e a $u 'ed )la s f$r i 0esti " a similar am$u t $0er the e1t 9 (ears. H(u dai &ill #ri " i m$re tha Rs /,&.. C!,!" t$ I dia. Tata M$t$rs &ill #e i 0esti " Rs 7,... C!,!" i its small 'ar )r$*e't.

G"#"!al M,2,!s &ill #e i 0esti " Rs %.. C!,!"2 F,!d a#$ut Rs /A. C!,!" a d T,>,2a a $u 'ed m$dest e1)a si$ )la s e0e as H,#da Si"l has earmarked Rs /,... C!,!" $0er the e1t de'ade f$r I dia 8 a si<ea#le 'hu k $f this sh$uld '$me -> 7.%% si 'e the '$m)a ( is als$ l$$ki " t$ e ter 17 the lu'rati0e small 'ar se"me t.

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.Talki " a#$ut the '$mmer'ial 0ehi'le se"me t2 As4,< L">la#d a d Ta2a M,2,!s ha0e ea'h a $u 'ed &ell $0er Rs %,... C!,!" $f i 0estme t. Ma4i#d!a & Ma4i#d!aFs *$i t 0e ture &ith I ter ati$ al Tru'ks is e1)e'ted t$ see a i fusi$ $f at least Rs A.. C!,!". I#d s2!> 1"!3,!ma#+" i# 7.%.8%% The I dia aut$m$ti0e market ma a"ed t$ sta d u) t$ the 0a"aries $f the e'$ $mi' meltd$& t$ sh$& sli"htl( "r$&th duri " fis'al 7F1F811. O0erall 0ehi'le sales at 'C*7/ la<4 "re& .*C% )er 'e t fr$m '$*A0 la<4 u its i 7FF?81F.

,he ma*$r aut$m$ti0e markets re)$rted a /.80. )er 'e t de'li e2 $ l( a ha dful $f '$u tries ma a"ed t$ sh$& "r$&th. A fe& m$ ths a"$2 I dia &as l$$ki " at e"ati0e "r$&th #ut has tur ed ar$u d. It is a'tuall( #etter tha e1)e'ted. -asse "er 0ehi'le sales at %A*A% la<4 re"istered flat "r$&th &hile '$mmer'ial 0ehi'le sales sh$&ed a 7% 1"! +"#2 d!,1.

SIAM has a )$siti0e $utl$$k f$r the 'urre t fi a 'ial (ear. ,hile it f$resees a C8& 1"! +"#2 "r$&th f$r the '$mmer'ial 0ehi'le se"me t2 the i dustr( #$d( )redi'ts a /8A 1"! +"#2 "r$&th f$r )asse "er 0ehi'les. The three8&heeler se"me t ma( "r$& A8& 1"! +"#2 "r$&th &hile t&$ &heelers ma( sh$& /8A 1"! +"#2 "r$&th. The )asse "er 0ehi'le market has &eathered the d$& tur lar"el( due t$ market leader Ma! 2i S G <i &hi'h h$lds 0& 1"! +"#2 $f the market. The '$m)a't 'ar "ia t 'l$'ked C*77 la<4 u its f$r 7FFG8F?. Cl$sest ri0al H> #dai M,2,! I dia s$ld 7*00 la<4 +a!s2 a "r$&th $f %/ 1"! +"#2. Tata M$t$rsA sales "re& %*/ 1"! +"#2 at 7*/. la<4 u its &hile Mahi dra / Mahi dra )$sted 7*A 1"! +"#2 "r$&th at %*.$ la<4 u its.

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SBS COOLAGE, PUNE M$st )remium 'armakers sa& 0$lumes shri k last fis'al. T,>,2a Ki!l,s<a! M,2,!:s um#ers fell %A 1"! +"#2 t$ 0$,&'7 u its &hile F,!d I#dia:s sales &ere d$& %C 1"! +"#2 t$ 7C,'C$ #i2s. H,#da Si"l Ca!s I dia als$ sa& a %C 1"! +"#2 dr$) at A7,07. u its &hile G"#"!al M,2,!s I dia &as d$& & 1"! +"#2 t$ $%,A7$ u its. Am$ " '$mmer'ial 0ehi'le makers2 all ma*$r )la(ers sa& su#sta tial fall i 0$lumes. Market leader Ta2a M,2,!s &ith a $. 1"! +"#2 )lus share2 sh$&ed 77 1"! +"#2 dr$) i um#ers at 7*/0 la<4 u its &hile Ash$k .e(la d sh$&ed /C 1"! +"#2 dr$) at 0C,$/7. Ei'herAs sales 0$lume fell /C 1"! +"#2 at %C,/0% u its a d F$r'e M$t$rs &as d$& 7& 1"! +"#2 at C,&%' u its. IThe frei"ht m$0eme t is u likel( t$ im)r$0e this fis'al &hi'h &ill im)a't tru'k sales. T&$8&heeler sales "re& 7*$ 1"! +"#2 t$ C0*/& la<4 u its. IHer$ H$ da has made u) f$r the er$si$ $f sales 0$lume f$r $ther t&$8&heeler makers i 'ludi " %a*a* Aut$ a d T3S M$t$r C$m)a (2J said Mr. Matta. Her$ H$ da 'l$'ked /$*0. la<4 u its2 a "r$&th $f %7*A 1"! +"#2. %a*a* Aut$As 0$lumes dr$))ed 7/ 1"! +"#2 t$ %7*&$ la<4 u its &hile T3S sa& a mar"i al de'li e at %%*/$ la<4 u its. H,#da M$t$r'('le a d S'$$ter I diaAs sales sur"ed %$ 1"! +"#2 t$ %.*%A la<4 u its.

OBHECTI;ES OF THE STUDY

1;

SBS COOLAGE, PUNE The stud( has #ee u der take t$ a al(<e the 'ust$mer satisfa'ti$ t$&ards all 0aria t $f Mahi dra M$t$rs i !$ta 4Ra*astha 5 &ith a s)e'ial refere 'e t$ the M/M m$t$rs2 the $ther $#*e'ti0es are6 T$ "ather i f$rmati$ a#$ut 'ust$mer satisfa'ti$ t$&ard Mahi dra a d Mahi dra M$t$rs i the "e$"ra)hi' re"i$ $f !$ta 4Ra*astha 5

T$ k $& the 'ust$mer )er'e)ti$ a#$ut features2 l$& mai te a 'e '$st a d l$$ks $f Mahi dra a d Mahi dra M$t$rs.

T$ k $& the 'ust$mer satisfa'ti$ a#$ut the safet( a d '$mf$rta#le 3e'hiles $f Mahi dra a d Mahi dra .

T$ )r$0ide su""esti$ s2 i im)r$0i " the 'ust$mer satisfa'ti$ a d the '$m)a ( sales a d )r$fita#ilit(

T$ k $& the 'ust$mer satisfa'ti$ t$&ards the after sales ser0i'e $ffers #( M/M.

COMPANY PROFILE
1>

SBS COOLAGE, PUNE

HSTORY OF MAHINDRA & MAHINDRA AUTOMOTI;E Mahi dra / Mahi dra 4M/M5 &as esta#lished i 1?;> as Mahi dra / M$hammed. .ater $ 2 after the )artiti$ $f I dia2 $ e $f the )art ers 8 Ghulam M$hammad 8 retur ed t$ -akista 2 &here he #e'ame Fi a 'e Mi ister. As a result2 the '$m)a ( &as re amed t$ Mahi dra / Mahi dra i 1?;G.

M/M started its $)erati$ assem#led C!D *ee)s i tra't$rs.

as a ma ufa'turer $f "e eral8)ur)$se utilit( 0ehi'les. It 1?;?. O0er the )assi " (ears2 the '$m)a ( e1)a ded its

#usi ess a d started ma ufa'turi " li"ht '$mmer'ial 0ehi'les 4.C3s5 a d a"ri'ultural

A)art fr$m a"ri'ultural tra't$rs a d .C3s2 Mahi dra / Mahi dra als$ sh$&ed its de1terit( i ma ufa'turi " arm( 0ehi'les. S$$ 2 it started its $)erati$ s a#r$ad2 thr$u"h its )la ts set u) i Chi a2 the U ited !i "d$m a d the USA.

M/M )art ered &ith '$m)a ies )r$mi e t i the i ter ati$ al market2 i 'ludi " Re ault SA2 I ter ati$ al Tru'k a d E "i e C$r)$rati$ 2 USA2 i $rder t$ mark its "l$#al )rese 'e. M/M als$ started e1)$rti " its )r$du'ts t$ se0eral '$u tries a'r$ss the &$rld. Su#se:ue tl(2 it set u) its #ra 'hes i 'ludi " Mahi dra Eur$)e Srl 4#ased i Ital(52 Mahi dra USA I '.2 Mahi dra S$uth Afri'a a d Mahi dra 4Chi a5 Tra't$r C$. .td.

1@

SBS COOLAGE, PUNE At the same time2 M/M ma a"ed t$ #e the lar"est ma ufa'turer $f tra't$rs i I dia2 #( h$ldi " leadershi) i the market $f the '$u tr(2 f$r ar$u d 7> (ears. The '$m)a ( is a $ld ha d i desi" i "2 de0el$)i "2 ma ufa'turi " a d marketi " tra't$rs as &ell as farm im)leme ts. It made its e tr( t$ the )asse "er 'ar se"me t i I dia2 &ith the ma ufa'ture $f .$"a 4mid8si<e seda 5 i A)ril 7FFD2 u der the Mahi dra Re ault '$lla#$rati$ .

S$$ after the '$ sidera#le su''ess $f .$"a 2 M/M started lau 'hi " a &ide ra "e $f .C3s a d three &heelers as &ell as SU3s i 'ludi " S'$r)i$ a d %$ler$. I the )rese t time2 %$ler$ has "ai ed imme se )$)ularit( i I dia. It is $ e $f the m$st $)ted 0ehi'les i its. SU; PRODUCT OF MAHINDRA AND MAINDRA MAHINDRA BOLERO Mahi dra %$ler$ is $ e $f the m$st su''essful a d )$)ular utilit( 0ehi'le $f the Mahi dra a d Mahi dra Gr$u). The 'ar is r$#ust i a))eara 'e a d it has #ee ele"a tl( desi" ed2 kee)i " i mi d the '$ diti$ s $f the I dia r$ads. Mahi dra %$ler$ is als$ am$ " the #est fuel8effi'ie t 'ars $f I dia as the ma ufa'turer has e:ui))ed it &ith a 7>FF '' diesel e "i e &ith>8 s)eed tra smissi$ .

MAHINDRA SCORPIO

Mahi dra / Mahi dra .imited lau 'hed Mahi dra S'$r)i$ as its first S)$rts Utilit( 3ehi'le i I dia i 7FF7. This SU3 has redefi ed the e1)e'tati$ s f$r the desi" $f SU3s &ith its sturd( l$$ks a d )$&erful )erf$rma 'e2 the s$)histi'ated i teri$r desi" adds t$ the further "l$r( t$ the a))eara 'e.

1D

SBS COOLAGE, PUNE MAHINDRAINGENIO Mahi dra / Mahi dra is )la i " t$ lau 'h a e& multi8)ur)$se 0ehi'le 4M-35 t$ take $ the T$($ta I $0a a d the Che0r$let Ta0era i #$th the i di0idual #u(er a d ta1i se"me ts. Mahi dra has 'urre tl( amed the )r$*e't I "e i$. The 0ehi'le is e1)e'ted t$ hit the market i 7FF?.

MAHINDRA RENAULT LOGAN Mu'h a&aited Mahi dra8Re ault .$"a has #ee lau 'hed i I dia. This '$m)a't seda is a s)a'i$us2 )ra'ti'al a d aff$rda#le 0ehi'le. The $utl$$k $f .$"a is im)ressi0e a d the #asi' 0ersi$ is a 0alue f$r m$ e(2 h$&e0er the t$)8e d 0ersi$ s are a #it hi"h $ )ri'e. The )r$mi e t feature $f this 'ar is its )erf$rma 'e2 i teri$rs a d e'$ $m(. MAHINDRA @YLO Mahi dra / Mahi dra .imited lau 'hed their latest Multi Utilit( 3ehi'le 4MU35 IK(l$J i I dia $ La uar( 192 7FF?. The 'ar #$asts $f ha0i " all the lu1uri$us features that are see i t$da(As seda s2 &ith the am)le s)a'e $f a utilit( 0ehi'le. K(l$Bs mus'ular sta 'e '$ tri#utes t$ its '$mma di " r$ad )rese 'e. Full( )a'ked &ith the latest features2 the MU3 is sure t$ im)ress I dia '$ sumers a d )r$0ide a stiff '$m)etiti$ t$ the $ther 0ehi'les &ithi its 'lass. P"!3,!ma#+" O3 Ma4i#d!a @YLO U der the h$$d $f Mahi dra K(l$ lies a ;8'(li der tur#$'har"ed2 mEa"le diesel e "i e2 &hi'h "e erates a )$&er $f 117#h) M 9GFF r)m a d a )eak t$r:ue $f 7; k"m M 1GFF8 9FFF r)m. The )$&erful e "i e is de0el$)ed $ the NEF CRDe )latf$rm a d is mated t$ >8"ears ma ual tra smissi$ . The 'ar a''elerates fr$m rest t$ @F kmNh i *ust >.G se'$ ds.

Ma4i#d!a @U; A..

The Ma4i#d!a @U; A.. is a S)$rts Utilit( 3ehi'le 4SU35 )r$du'ed #( the I dia aut$m$#ile '$m)a ( Mahi dra / Mahi dra a d &as lau 'hed i Se)tem#er 7F11 a d #( Lu e 7F17 the KU3 >FF &as a0aila#le i 1? 'ities i I dia. 1G

SBS COOLAGE, PUNE

The KU3>FF &as desi" ed a d de0el$)ed at Mahi draBs desi" a d 0ehi'le #uild 'e ter i Che ai2 a d is ma ufa'tured i Mahi draBs Chaka )la t i -u e2 I dia. It is the first m$ $'$:ue 'hassis #ased 0ehi'le fr$m the '$m)a (. T$ meet the "r$&i " dema d $f its h$t selli " m$del KU3 >FF2 M / M )la s t$ i 'rease the m$ thl( )r$du'ti$ t$ >FFF u its #( Se)t8O't 7F17. MILSTONE, AWARDS AND ACCOLADES M&M:s $%s2 >"a! ?as s2 dd"d ?i24 a # m-"! ,3 #,2"?,!24> a+4i"="m"#2s, 1!"s2i)i, s 1!iG"s a#d )li22"!i#) a?a!ds*

DUAL HONOURS FOR CHAIRMAN MR* KESHUB MAHINDRA Chairma 2 M!* K"s4 - Ma4i#d!a &as a&arded the I%usi ess 3isi$ ar( A&ard 7FF@J i stituted #( the Nati$ al I stitute $f I dustrial E "i eeri " 4NITIE52 Mum#ai. Chairma 2 Mr. !eshu# Mahi dra &as als$ a&arded the )resti"i$us I%S !$lkata .ifetime A'hie0eme t A&ard f$r his Ou )aralleled '$ tri#uti$ t$ i dustrial "r$&th a d s$'ial a d e'$ $mi' de0el$)me t $f the '$mmu it(A. The I stitute $f Chartered Fi a 'ial A al(sts $f I diaAs 4ICFAI5 I dia %usi ess S'h$$l 4I%S5 )rese ted it2 !$lkata2 at the Strate"( Summit 7FFD2 held i !$lkata. SLEW OF HONOURS FOR MR* ANAND MAHINDRA Mr. A a d Mahi dra2 3C / MD2 Mahi dra Gr$u)2 re'ei0ed a um#er $f )resti"i$us a&ards i 7FF@8FD2 i 'ludi "6 The )resti"i$us CN%C Asia %usi ess .eader $f the +ear A&ard f$r the +ear 7FF@ as &ell as the CN%C T3 I dia I%usi ess .eader $f the +ear A&ardJ. The OCEO $f the +earA a&ard at the I dia %ra d Summit 7FF@ '$8s)$ s$red #( %usi ess Sta dard a d ITM %usi ess S'h$$l i ass$'iati$ &ith Times N$& a d DNA e&s)a)er.

1?

SBS COOLAGE, PUNE The .MA E tre)re eur $f the +ear 7FF@ a&ard2 i stituted #( the .udhia a Ma a"eme t Ass$'iati$ 4.MA5. The M$st I s)iri " C$r)$rate .eader $f the +earA A&ard #( NDT3 -r$fit

The NDT3 -r$fit H Car / %ike A&ard 7FFD f$r Aut$m$#ile Ma $f the +ear.

M!* A#a#d Ma4i#d!a &as als$ $mi ated as a Mem#er $f the C$u 'il $f the E1e'uti0e C$mmittee $f the Nati$ al S)$rts De0el$)me t Fu d 4NSDF5 $f the G$0t. $f I dia. He &as featured i the list $f >F M$st I flue tial I dia s i %usi ess ,eekAs editi$ dated Au"ust 192 7FFD HIGHEST CRISIL RATING FOR M&M M/M has re'ei0ed the hi"hest G$0er a 'e / 3alue Creati$ rati "2 CRISI. G3C .e0el 8 I fr$m CRISI. f$r the a#ilit( t$ 'reate 0alue f$r all stakeh$lders2 &hile ad$)ti " s$u d '$r)$rate "$0er a 'e )ra'ti'es. DUN & BRADSTREET AMERICAN E@PRESS CORPORATE AWARDS 7..$ Mahi dra / Mahi dra &as rated as the leadi " I dia '$m)a ( i the Aut$m$#ile 8 Tra't$rs se't$r i the ODu / %radstreet H Ameri'a E1)ress C$r)$rate A&ards 7FF@A. The Aut$m$#ile Se't$r '$m)rises $f three 'ate"$ries H -asse "er 3ehi'les2 C$mmer'ial 3ehi'les a d Tra't$rs.

These a&ards re'$" i<e the 0irtues $f si<e a d "r$&th i the a&ards meth$d$l$"(. M/M ra ked N$. 1 i these t&$ se"me ts i the )remier Du / %radstreet I dia )u#li'ati$ 2 I diaAs T$) >FF C$m)a ies 7FF@. MAHINDRA RECEI;ES AMITY HR E@CELLENCE AWARD

7F

SBS COOLAGE, PUNE Mahi dra / Mahi dra &as h$ $red &ith the Amit( HR E1'elle 'e A&ard at the F$urth Amit( Gl$#al HR Summit 7FFD held at the Amit( I ter ati$ al %usi ess S'h$$l2 N$ida. The Amit( HR E1'elle 'e A&ard re'$" i<ed Mahi dra as $ e the m$st admired '$m)a ies a'r$ss the "l$#al $ a''$u t $f its i $0ati0e strate"ies f$r Huma Res$ur'es Ma a"eme t a d De0el$)me t. GLOBAL HR E@CELLENCE AWARD FOR M&M Mahi dra / Mahi dra &$ the Gl$#al HR E1'elle 'e A&ard f$r I $0ati0e HR

)ra'ti'es 4Ma ufa'turi " Se't$r52 i the Asia -a'ifi' HRM C$ "ress2 held i Mum#ai. These a&ards re'$" i<e $r"a i<ati$ s a d i di0iduals &h$ ha0e em#ra'ed 'ha "e2 e '$ura"ed '$ stru'ti0e 'halle "es a d dem$ strated e tre)re eurial skills i '$r)$rate &$rld. the

M&M WINS BOMBAY CHAMBER GOOD CORPORATE CITIEEN AWARD 7..$8.C M/M &as )rese ted &ith the '$0eted %$m#a( Cham#er G$$d C$r)$rate Citi<e A&ard 7FF@8FD at a "litteri " 'erem$ ( held t$ 'ele#rate the Cham#erAs 1D7 d F$u dati$ Da( $ Se)tem#er 712 7FFD. Mr. %harat D$shi2 E1e'uti0e Dire't$r2 M/M .td. a d Mr. Ra*ee0 Du#e(2 Mem#er $f the Gr$u) Ma a"eme t %$ard a d Chairma 2 Mahi dra / Mahi dra CSR C$u 'il2 re'ei0ed the a&ard $ #ehalf $f the '$m)a (. This A&ard re'$" i<es a d h$ $rs '$ s)i'u$us a'hie0eme t #( '$r)$rate $r"a i<ati$ s #( &a( $f ser0i'e t$ the 'i0i' '$mmu it(2 i additi$ t$ $utsta di " $)erati$ al )erf$rma 'e. It takes i t$ a''$u t se0eral )arameters2 i 'ludi " %usi ess -erf$rma 'e2 C$r)$rate I terests2 Em)l$(ee ,elfare2 Cust$mer a d Stakeh$lder Satisfa'ti$ a d S$'ial I 0estme t. GOLDEN PEACOCK AWARD FOR E@CELLENCE IN CORPORATE GO;ERNANCE Mahi dra / Mahi dra &$ the '$0eted G$lde -ea'$'k A&ard f$r E1'elle 'e i

C$r)$rate G$0er a 'e 7FF@. This a&ard 0alidates the '$m)a (As O%est8i 8ClassA 71

SBS COOLAGE, PUNE '$r)$rate "$0er a 'e )ra'ti'es a d refle'ts its tra s)are t a d ethi'al deali "s &ith stakeh$lders a'r$ss the e tire 0alue 'hai . It re'$" i<es the Ma a"eme tAs '$mmitme t t$ the hi"hest sta dards $f '$r)$rate '$ du't a d its '$mmitme t t$ C$r)$rate S$'ial Res)$ si#ilit( as a disti 't a'ti0it( that hel)s #uild '$mme da#le s$'ial 0alues a d adds t$ the ethi'al fi#er $f the $r"a i<ati$ . BEST AUTOMOTI;E MANUFACTURING SUPPLY CHAIN E@CELLENCE AWARD Mahi dra / Mahi dra has #ee a&arded as the $r"a i<ati$ &ith the I%est Aut$m$ti0e Ma ufa'turi " Su))l( Chai E1'elle 'eJ. The a&ards &ere )rese ted #( I dia Times Mi ds'a)e 4Times $f I dia Gr$u)5 al$ " &ith the %usi ess I dia Gr$u) at the E1)ress2 .$"isti's / Su))l( Chai A&ards held i Mum#ai $ Se)tem#er 7G2 7FFD. A. C. Neils$ is a''redited &ith the resear'h f$r the a&ard $mi ees a d &i ers.

HIGH RANKINGS FOR MAHINDRA M/M &as ra ked se'$ d i the )resti"i$us e M$st Trusted Car C$m)a ( i I dia stud( '$ du'ted #( TNS. M/M s'$red 17D )$i ts2 *ust se0e )$i ts #el$& the t$) ra ki " '$m)a (2 a''$rdi " t$ a TNS '$mmu i:uP. M/M &as ra ked 1;th i The E'$ $mi' Times )resti"i$us OET >FFA list $f t$) a'hie0i " '$m)a ies i I dia. The '$m)a ( has m$0ed u) f$ur ra ks fr$m last (ear. T$ :u$te fr$m the OET >FFA &rite8u)6 IM/MAs Oart8t$8)artA strate"( $f di0ersifi'ati$ i t$ the aut$ )arts 0alue 'hai a d its )la s f$r e& )latf$rms f$r utilit( 0ehi'les a d *$i t 0e ture &ith Re ault f$r .$"a ha0e led t$ a "ai i ra ks.J M/M &as ra ked 77 d i %usi ess I diaAs a ual sur0e( $f the '$u tr(As t$) '$m)a ies 8 Su)er 1FF M/M &as ra ked 91st i %usi ess T$da(As a ual sur0e( $f I diaAs m$st 0alua#le '$m)a ies 77

SBS COOLAGE, PUNE

MILESTONE OF MAHINDRA AND MAHINDRA

79

SBS COOLAGE, PUNE

YEAR

ACHIE;MENTS

1?;D

I O't$#er2 the first #at'h $f D> Utilit( 3ehi'les 4U3s5 im)$rted i C!D '$ diti$ fr$m ,ill(s $0erla d E1)$rt C$r)$rati$ .

1?;?

.ease $f 112FD1 S:. (ards at Ma<a"a$ fr$m %ritish I dia Steam a0i"ati$ . The first ,ill(s O0erla d Lee) #uilt i I dia at the Assem#l( -la t 2 Ma<a"a$ 2 %$m#a( 4 $& Mum#ai5.

1?>;

Ma ufa'ture $f 3ehi'les u dertake i '$lla#$rati$ &ith !aiser Lee) C$r)$rati$ a d Ameri'a M$t$rs C$r)$rati$ .

1?@7

I di"e $us '$ te t $f Lee) "$es u) t$ DF )er 'e t. T$ 'e tralise ma ufa'turi " $)erati$ s2 19D a'res $f la d )ur'hased at !a di0li.

1?@>

FC 1>F -etr$l Tru'ks i tr$du'ed.

1?@D

T&$ &heelers dri0e Utilit( 3ehi'les i tr$du'ed. The 1F1C &heel #ase a d Metal %$d( U3s i tr$du'ed. I di"e $us '$ te t "$es u) #( ?D )er 'e t.

1?@?

The start $f 0ehi'les e1)$rt. E1)$rt $f t$tal 17FF U3s al$ " &ith s)are )arts t$ +u"$sla0ia. E1)$rted als$ t$ Ce(l$ 2 Si "a)$re2 -hili))i es a d I d$ esia. 7;

SBS COOLAGE, PUNE

PRODUCT PROFILE

MAHINDRA8@U; 8A..

MAHINDRAISCORPIO

MAHINDRA BOLERO

7>

SBS COOLAGE, PUNE

MAHINDRA IXYLO

MAHINDRA RENAULT LOG !

MAHINDRA IM RS" L

MAHINDRA IM XX

7@

SBS COOLAGE, PUNE

BOLERO ;ARIANTS
B,l"!, SL@ F"a2 !"s a#d S1"+i3i+a2i,# Make M$del 3aria t %$d( T()e N$. $f D$$rs F "l E33i+i"#+>: Cit( Milea"e Hi"h&a( Milea"e Fuel Ca)a'it( Fuel T()e Fuel Grade Mahi dra %$ler$ S.K SU3 >

?.; km)l 17.; km)l @F liters Diesel 8

E#)i#" Pa!am"2"!s: Dis)la'eme t %$re Str$ke C(li der C$ fi"urati$ 3al0e Gear O)erati$ C$m)ressi$ Rati$ N$. $f 3al0es As)irati$ Fuel S(stem H$rse -$&er T$r:ue 7>79'' 8 8 ; i li e 8 8 G Tur#$ Char"ed DI @9.17M97FF )sMr)m 1GFM1;;F NmMr)m

S2""!i#) a#d S s1"#si,# Steeri " T()e -$&er Steeri " Fr$ t Sus)e si$ Rear Sus)e si$ Ra'k a d )i i$ 2 )$&er assist +es I de)e de t &ith '$il s)ri " .eaf s)ri "

7D

SBS COOLAGE, PUNE Dim"#si,#s: .e "th Hei"ht ,idth ,heel %ase Cleara 'e %$$t Fr$ t Head R$$m Fr$ t .e" R$$m Rear Head R$$m Rear .e" R$$m !re#s ,ei"ht Gr$ss ,ei"ht D!i=" T!ai# T()e Gears Dri0e .i e ;F>@ mm 1GGF mm 1@@F mm 7@GF mm 7FF mm 8 6 @Fmm Ma16 @Fmm 8 6 @Fmm Ma16 @Fmm 6 D;mm Ma16 ?;mm 6 1@1>k" Ma16 1@1> k"

Mi Mi Mi Mi

Ma ual > R,D

C,m3,!2s F"a2 !"s AM N FM Radi$ -rese t

E1'e)t AM N FM radi$ there is $ $ther '$mf$rt is )r$0ided. Sa3"2>: There is $ safet( feature i 'luded i %$ler$ S.K i 'ludi " a titheft s(stem et'.

BOLERO SLE F"a2 !" a#d S1"+i3i+a2i,# Make M$del 3aria t 7G Mahi dra %$ler$ S.E

SBS COOLAGE, PUNE %$d( T()e Num#er $f D$$rs SU3 >

F "l E33i+i"#+>: Cit( Milea"e Hi"h&a( Milea"e Fuel Ca)a'it( Fuel T()e Fuel Grade ?.> km)l 19.7 km)l @F liters Diesel 8

E#)i#" Pa!am"2"!s: Dis)la'eme t %$re Str$ke C(li der C$ fi"urati$ 3al0e Gear O)erati$ C$m)ressi$ Rati$ N$. $f 3al0es As)irati$ Fuel S(stem H$rse -$&er T$r:ue 7>79'' 8 8 ; i li e 8 8 G Tur#$ Char"ed DI @9.17M97FF )sMr)m 1GFM1;;F NmMr)m

S2""!i#) a#d S s1"#si,# Steeri " T()e -$&er Steeri " Fr$ t Sus)e si$ Rear Sus)e si$ Dim"#si,#s: .e "th Hei"ht ,idth ,heel %ase Cleara 'e %$$t Fr$ t Head R$$m Fr$ t .e" R$$m 7? Ra'k a d )i i$ 2 )$&er assist +es I de)e de t &ith '$il s)ri " -ara#$li' .eaf s)ri "

;F>@ mm 1GGF mm 1@@F mm 7@GF mm 1GF mm 8 8 8

SBS COOLAGE, PUNE Rear Head R$$m Rear .e" R$$m !re#s &ei"ht Gr$ss &ei"ht 8 8 Mi 6 1@1>k" Ma16 1@1> k" 8

D!i=" T!ai#

T()e Gears Dri0e .i e

Ma ual > R,D

C,m3,!2 F"a2 !"s

Ai!8C,#di2i,#i#)

Y"s

E1'e)t Air '$ diti$ i "2 $ $ther '$mf$rt features are )rese t i the %$ler$ S.E. Same as S.K $ safet( features are )rese t i the %$ler$ S.E.

9F

SBS COOLAGE, PUNE

BOLERO DIE F"a2 !" a#d S1"+i3i+a2i,# Make M$del 3aria t %$d( T()e Num#er $f D$$rs Mahi dra %$ler$ DIQ SU3 >

F "l E33i+i"#+>: Cit( Milea"e Hi"h&a( Milea"e Fuel Ca)a'it( Fuel T()e Fuel Grade ?.> km)l 19.7 km)l @F liters Diesel 8

E#)i#" Pa!am"2"!s: Dis)la'eme t %$re Str$ke C(li der C$ fi"urati$ 3al0e Gear O)erati$ C$m)ressi$ Rati$ N$. $f 3al0es As)irati$ Fuel S(stem H$rse -$&er T$r:ue 7>79'' 8 8 ; i li e 8 8 G 8 DI @9.17M97FF )sMr)m 19D.>M7FFF87>FF NmMr)m

S2""!i#) a#d S s1"#si,#

91

SBS COOLAGE, PUNE Steeri " T()e -$&er Steeri " Fr$ t Sus)e si$ Rear Sus)e si$ Ra'k a d )i i$ 2 )$&er assist +es I de)e de t &ith '$il s)ri " / a ti r$ll #ar -ara#$li' .eaf s)ri "s

Dim"#si,#s: .e "th Hei"ht ,idth ,heel %ase Cleara 'e %$$t Fr$ t Head R$$m Fr$ t .e" R$$m Rear Head R$$m Rear .e" R$$m !re#s &ei"ht Gr$ss &ei"ht ;F>@ mm 1GGF mm 1G1> mm 7@GF mm 7FF mm 8 8 8 8 8 Mi 6 1@1>k" Ma16 1@1> k" >.; k"

D!i=" T!ai# T()e Ma ual Gears > Dri0e .i e R,D This m$del $f Mahi dra %$ler$ d$ $t '$ sist a ( '$mf$rt features a d safet( features. BOLERO DI F"a2 !" a#d S1"+i3i+a2i,# Make M$del 3aria t %$d( T()e Num#er $f D$$rs Mahi dra %$ler$ DI SU3 >

F "l E33i+i"#+>:

97

SBS COOLAGE, PUNE Cit( Milea"e Hi"h&a( Milea"e Fuel Ca)a'it( Fuel T()e Fuel Grade 1F.D km)l 17.? km)l @F liters Diesel 8

E#)i#" Pa!am"2"!s: Dis)la'eme t %$re Str$ke C(li der C$ fi"urati$ 3al0e Gear O)erati$ C$m)ressi$ Rati$ N$. $f 3al0es As)irati$ Fuel S(stem H$rse -$&er T$r:ue 7>79'' 8 8 ; i li e 8 8 G Tur#$ Char"ed DI @9.FGM97FF )sMr)m 1GFM1;;F NmMr)m

S2""!i#) a#d S s1"#si,# Steeri " T()e -$&er Steeri " Fr$ t Sus)e si$ Rear Sus)e si$ Ra'k a d )i i$ 2 )$&er assist N$ I de)e de t &ith '$il s)ri " .eaf s)ri "s

Dim"#si,#s: .e "th Hei"ht ,idth ,heel %ase Cleara 'e %$$t Fr$ t Head R$$m Fr$ t .e" R$$m Rear Head R$$m Rear .e" R$$m 99 ;7@F mm 1G1F mm 1G1> mm 7@GF mm 1G9 mm 8 Mi 6 @Fmm Ma16 @Fmm 8 Mi 6 @Fmm Ma16 @Fmm Mi 6 D;mm Ma16 ?;mm

SBS COOLAGE, PUNE !re#s &ei"ht Gr$ss &ei"ht Mi 6 1@1>k" Ma16 1@1> k" 8

D!i=" T!ai# T()e Gears Dri0e .i e Ma ual > R,D

C,m3,!2 F"a2 !"s Ai!8C,#di2i,#i#) Y"s

E1'e)t Air '$ diti$ i "2 $ $ther '$mf$rt features are )rese t i the %$ler$ S.E. Same as S.K $ safet( features are )rese t i the %$ler$ S.E.

BOLERO DI PLUS F"a2 !" a#d S1"+i3i+a2i,# Make M$del 3aria t %$d( T()e Num#er $f D$$rs Mahi dra %$ler$ -lus SU3 >

9;

SBS COOLAGE, PUNE F "l E33i+i"#+>: Cit( Milea"e Hi"h&a( Milea"e Fuel Ca)a'it( Fuel T()e Fuel Grade ?.; km)l 19.1 km)l @F litre Diesel 8

E#)i#" Pa!am"2"!s: Dis)la'eme t %$re Str$ke C(li der C$ fi"urati$ 3al0e Gear O)erati$ C$m)ressi$ Rati$ N$. $f 3al0es As)irati$ Fuel S(stem H$rse -$&er T$r:ue 7>79'' 8 8 ; i li e 8 8 G Tur#$ Char"ed Dire't I *e'ti$ @9.FGM97FF )sMr)m 1GFM1;;F81>>F NmMr)m

S2""!i#) a#d S s1"#si,# Steeri " T()e -$&er Steeri " Fr$ t Sus)e si$ Rear Sus)e si$ Ra'k a d )i i$ 2 )$&er assist N$ I de)e de t &ith '$il s)ri " / a ti r$ll #ar -ara#$li' .eaf s)ri "s

Dim"#si,#s: .e "th Hei"ht ,idth ,heel %ase Cleara 'e %$$t Fr$ t Head R$$m Fr$ t .e" R$$m 9> ;;;F mm 1?DD mm 1@@F mm 7D?; mm 1?> mm 8 8 8

SBS COOLAGE, PUNE Rear Head R$$m Rear .e" R$$m !re#s &ei"ht Gr$ss &ei"ht 8 Mi 6 D;mm Ma16 ?;mm Mi 6 1@1>k" Ma16 1@1> k" 8

D!i=" T!ai# T()e Gears Dri0e .i e Ma ual > R,D

C,m3,!2 F"a2 !"s

Ai!8C,#di2i,#i#)

Y"s

E1'e)t Air '$ diti$ i "2 $ $ther '$mf$rt features are )rese t i the %$ler$ S.E. Same as S.K $ safet( features are )rese t i the %$ler$ S.E

DEALER PROFILE
O ! Dis2i#+2i,#: T4is is ,#" $f the lar"est auth$ri<ed dealers f$r Mahi dra / Mahi dra Aut$m$ti0es. Re'$rd sales i the first (ear $f $)erati$ . 9@

SBS COOLAGE, PUNE Pa!2#"!s i# P!,)!"ss: ,e are the )referred )art ers $f M/M aut$m$ti0es2 'hiefl( due t$ $ur su''essful sales re'$rd a d :ualit(. Our fa'ilities ha0e remai ed #s !1ass"d2 as &e stri0e e0er(da( t$ #etter $ur self. C,mma#di#) P!"s"#+": E0er"ree M$t$rs as a 'e trali<ed air8'$ diti$ ed sh$&r$$m $f M/M aut$m$ti0es its ki d i K,2a, s)read "ra'efull( a d de'$rated ele"a tl( $0er a im)ressi0e G1FF s:.ft at De$"har2 %ei " e:ui))ed &ith affa#le fr$ t $ffi'e staff a d ade)t )r$fessi$ al te'h i'ia s2 -r$0ide a )erfe't $f :ualit( Ser0i'e a d Relia#ilit(. S1a+" F!i"#dl>: The i teri$rs are aimed at maki " ($u feel '$m)letel( at ease2 I lu1ur(. %e'ause f$r us the 'ust$mer is ki "2 $ e &h$ deser0es a re"al $fferi ". The setti " is a)t f$r times &he ($u eed t$ s&it'h i t$ a rela1ed state $f mi d. T"+4#,l,)> 2, S2a> A4"ad: ,e are e:ui))ed &ith the latest te'h $l$"i'al ad0a 'eme t i the i dustr(2 i $rder t$ "i0e the #est $f ser0i'es &he it matters. N$t *ust t$ #e )art $f2 %ut t$ #uild the future2 is $ur m$tt$. Am-i"#+" 24" EB d" R"laBa2i,#: Ours is $ e $f the fe& ser0i'e 'e ters t$ #e e:ui))ed &ith a full(8fled"ed 'ust$mer8 &aiti " l$u "e. A )art fr$m a tele0isi$ a d )$$l ta#le2 it had a &ed ki$sk t$ kee) u '$ e'ted all the time.

S"!=i+" ?i24 C,mmi2m"#2: Our dedi'ated team $f me'ha i'al s)e'ialt( $ffers e1)ert treatme t f$r ($ur 0ehi'le. ,e e sure '$ siste '( i )erf$rma 'e ea'h time2 &ith$ut fail. A22"#2i,# 2, D"2ails: 9D

SBS COOLAGE, PUNE ,e )r$0ide "e ius s)are )arts a d a''ess$ries t$ e sure e1'e)ti$ al )erf$rma 'e. E0er( si "le as)e't related t$ ($ur 0ehi'le is take 'are $f at $ur )remises. D"ali#) Mad" C,#="#i"#2: It is a )art $f $ur '$mmitme t )$li'( t$ "i0e ad0a ta"e t$ the 'ust$mer at e0er( *u 'ture. ,e $ffer assista 'e $f e0er( ki d at $ur )remises itself2 &hi'h makes it a $ e st$) fa'ilit(. EB1"!2 G ida#+" a2 E="!> S2"1: Our sales team "i0es utm$st )ri$rit( t$ ($ur satisfa'ti$ . ,he ($u eed hel) t$ make the ri"ht 'h$i'e2 it is e sured that the result is #e($ d ($ur e1)e'tati$ s. Thus maki " it a )$i t that ($u "et the #est i #$th lu1ur( a d '$mf$rt al&a(s. M,d"ls: Mahi dra / Mahi dra has #ee lau 'hi " 0ari$us t()e $f MU3s a d 'ars fr$m the (ear $f 1?;>2 kee)i " i mi d the :ualit(2 desi" 2 dri0i "2 '$mf$rt2 fuel effi'ie '(2 a d ser0i'e a d resale 0alue. These fr$m a f$rmida#le f$r'e that "i0es $ur 'ust$mers the )ride a d the *$( $f 0alue f$re0er. ,hat dri0es M/M is C$mmitme t .eadershi) A ( a e(e f$r a))r$)riate te'h $l$"(.

Si 'e 1?;>2 &he M/M first #e"a ma ufa'turi " MU3s / .C3s2 M/M ha0e #ee e "a"ed i a si "le8mi ded e dea0$r t$ #ri " ($u 'ars that $ l( state8$f8the8art2 #ut are als$ s$me f the m$st e 0ir$ me t8frie dl( 0ehi'les i this &$rld8a refle'ti$ $f $ur '$mmitme t a d 'are2 f$r #etter e 0ir$ me t. At the heart $f e0er( M/M is a u i:ue e "i eeri " a d a $)timal mi1 $f )$&er a d e'$ $m(.

9G

SBS COOLAGE, PUNE All this is su))$rted #( M/M ati$ H &ide dealershi) et&$rk a d aut$mated &$rksh$) that )r$0ide e1'elle t after sale ser0i'e The '$m)a ( has '$ sta tl( e1)l$ri " e& $))$rtu it( t$ defi e the sha)e t$ t$m$rr$&As dri0i " te'h $l$"(. P!,m,2i,#al A+2i=i2i"s: The )r$m$ti$ al a'ti0ities ad$)ted #( E0er"ree M$t$rs are T"s2 D!i=i#) F!"" D!i=i#) H,a!di#) Dis+, #2s Ad="!2is"m"#2 i# N"?s1a1"! a#d ma)aGi#"s Gi32 S+4"m"s F!"" S"!=i+"s Mil"a)" C,#2"#2s

-r$m$ti$ al e1)e ses ha0e #ee #$r e #( #$th E0er"ree M$t$rs a d M/M2 shares i ad0ertiseme t '$st.

S"!=i+" O33"!"d: Si1 Ser0i'e a d )aid ser0i'e after sale $f Cars. Free 'he'ku)s 'am)ai" s

9?

SBS COOLAGE, PUNE Fi a 'e thr$u"h #a k

Dem$ strati$ f$r e& )r$du'ts

A''e)ta 'e $f &arra t( 'laims

W,!<i#) Tim" i# E="!)!""# M,2,!s: ,$rki " h$urs i E0er"ree M$t$rs are 17 h$urs )er da( starti " fr$m ?69F am t$ ?69F)m &ith $ e8h$ur #reak f$r lu 'h a d 1> mi utes f$r e0e i " tea a d '$ffee.

PRODUCT A;AILABLE AT E;ERGREEN MOTORS :

E0er"ree

M$t$rs has fra 'hise $f M/M C$m)a (. M/M C$m)a ( ma ufa'turer

0ari$us t()es $f MU3s a d .C3s.

;F

SBS COOLAGE, PUNE T4"s" a!": MAHINDRA IKU3 >FFJ

@U; A.. ;ARIANTS W$ W&

E@8SHOWROOM PRICE

MAHINDRA IXYLO

@YLO ;ARIANTS E7 4%ASE 3ERSION5

E@8SHOWROOM PRICE @2>@2G7;

E; 4.O,ER 3ERSION5

D2F;27G9

E@ 4S-ORTQ 3ERSION5

D2D;2 ?D9

EG 4 TO- 3ERSION 5 MAHINDRA ISCORPIO

G21F2917

SCORPIO ;ARIANTS SCOR-IO M7DI

E@8 SHOWROOM PRICE @2?72GD9

;1

SBS COOLAGE, PUNE

SCOR-IO .1 mHa&k SCOR-IO Sle mHa&k SCOR-IO 3l1 mHa&k

D29D2D9D G29D2DF> ?29G2@9G

SCOR-IO 3le mHa&k

1F21G2;7D

MAHINDRA IBOLERO

BOLERO ;ARIANTS

E@8SHOWROOM PRICE

%O.ERO DI

;2?9D9G 4,HITE52 >2F>2D9G 4SI.3ER5

%O.ERO S.E

>2@F2>1?

%O.ERO S.K

@2172G7F

%O.ERO -IC!U-

;2>@2?G9

MAHINDRA RENAULT LOG !

LOGAN ;ARIANTS

E@8SHOWROOM PRICE

.OGAN G.E 1.; ;7

;2G;2;D1

SBS COOLAGE, PUNE

.OGAN G.K 1.;

>2F?2@?@

.OGAN G.K 1.@ .OGAN G.S 1.@ .OGAN G.SK 1.@ .OGAN D.E 1.> .OGAN D.K 1.> .OGAN D.S 1.> .OGAN D.SK 1.> .OGAN G.K 1.; EDGE .OGAN G.SK 1.@ EDGE .OGAN D.K 1.> EDGE .OGAN D.S 1.> EDGE .OGAN D.SK 1.> EDGE

>2;D21@? >2D>2D7D >2?>27?7 >2?D2@F> @2;F2D?1 @2G@2@91 D2F@21?> >2;12D>7 @27D29DG @2D72G>F D27F27F; D29?2DGD

;9

SBS COOLAGE, PUNE

SWOT ANALYSIS
S2!"#)24: 4a5 Trust )e$)le are ha0i " i the #ra d ame Mahi dra m$t$rs. 4#5 Str$ " relati$ shi) &ith dealers 4'5 Num#er $f auth$ri<e ser0i'e stati$ is i "$$d um#er tha that $f '$m)etit$rs 4d5 -r$du't is #ased $ M8HAE! a d CRD e "i e &hi'h are su''essfull( ru r$ads. 4e5 M$st $f the market is 'redit dri0e s$ eas( fi a 'e )r$0ided #( Mahi dra m$t$rs 4Mahi dra fi a 'e5 itself a d $thers is a ed"e $0er '$m)etit$rs. 4f5 St(lish &he '$m)ared t$ Tata )r$du't. 4"5 M$re s)a'i$us tha Tata )r$du't. 4h5 Safer tha Tata )r$du't. 4i5 The si<e $f fuel '(li der is lar"e. Theref$re t$ "$ um#er $f times t$ a )etr$l )um) f$r fili ". ;; i "$

SBS COOLAGE, PUNE

O11,!2 #i2i"s: 4a5 Im)r$0i " r$ad i frastru'ture.

4#5 Sta dard $f li0i " $f '$u tr( )e$)le are im)r$0i " da( #( da( #e'ause $f i 'reasi " )er 'a)ita i '$me s$ there is a 'ha 'e $fs)readi " the #usi ess i e0er( $$k '$r er $f the 'it(. 4'5 .e ie t $rms f$r "e erati$ $f )ermits.

T4!"a2s: 4a5 Dema d '$ tra'ti$ due t$ marketu)hea0al. 4#5 Str$ " )rese 'e $f TaTa )r$du't maruti )r$du't

;>

SBS COOLAGE, PUNE

STP A#al>sis
S")m"#2 A %RAND is a th$u"ht2 a d lau 'hi " #ra ds 'a #e a "reat "r$&th strate"( f$r a ( '$r)$rate. %ut2 it takes t&$ t$ ta "$. A #ra d f$u ded $ a "$$d idea eeds t$ #e #uilt &ith a e0er8e0$l0i " "ame)la . A 'ase i )$i t is the lau 'h $f the s)$rts utilit( 0ehi'le 4SU352 S'$r)i$2 #( Mahi dra / Mahi dra 4M/M5. ,he S'$r)i$ hit the streets2 it arri0ed as a SU3 &ith a R'ar )lusB )a'ka"e. T&$8a d8a8 half (ears later2 it has 'aused a )aradi"m shift i its 'ate"$r(. E:ui))ed &ith a sa00( marketi " strate"(2 the #ra d has $t $ l( "r$& the SU3 market2 #ut alm$st t$u'hed #ase &ith the RCB 'lass 'ars se"me t 4Rs > lakh a d u)&ards.5 A''$rdi " t$ aut$m$#ile ma ufa'turersB data2 the )remium utilit( 0ehi'le se"me t "re& at a))r$1imatel( 1; )er 'e t u) t$ Lu e 7FF7. ,ith the lau 'h $f S'$r)i$2 the "r$&th rate fr$m Lul( 7FF7 t$ Mar'h 7FF9 r$se t$ a#$ut >1 )er 'e t. %et&ee A)ril 7FF9 a d Mar'h 7FF;2 the se"me t "re& #( 99 )er 'e t. P,si2i,#i#) attra't a l$t $f 'r$ss8$0er 'ust$mers. U like f$r its '$m)etit$rs i the U3 'ate"$r(2 )e$)le &h$ &ished t$ )ur'hase a C 'lass 'ar &$uld als$ '$ sider a S'$r)i$2C sa(s H$rma<d S$ra#*ee2 Edit$r2 Autocar India. Cut t$ market e1)a si$ $f )remium utilit( 0ehi'les a"ai st RCB 'lass 'ars. Out $f the t$tal um#er $f )remium utilit( 0ehi'les a d RCB se"me t 'ars )ut t$"ether2 )remium U3s a''$u ted f$r a#$ut 71 )er 'e t duri " the (ear 7FFF. The fi"ure t$u'hed ;? )er 'e t this (ear. CThe S'$r)i$ lau 'h did )la( a si" ifi'a t r$le i dri0i " the U3 market u). This t$ me is the ultimate measure $f su''ess 8 the a#ilit( $f a '$m)a ( t$ dri0e the "r$&th $f markets2C remarks A#raham !$sh(2 -r$fess$r $f Marketi "2 I dia I stitute $f Ma a"eme t2 Ahmeda#ad. ;@

SBS COOLAGE, PUNE Marketi " "urus su""est that the )$siti$ i " $f S'$r)i$ &as als$ 0er( #$ld a d i $0ati0e. Mahi dra S'$r)i$ -i'k U) se'ures third )$siti$ i T7 'ate"$r( $f Rall( d$s Sert$es i %ra<il Ta!)"2 The tra'k m$ it$rs Rhi"h 0alueB '$ sumers2 a d re"isters th$se &h$ are i the SEC A a d % 'ate"$ries2 &hile @D )er 'e t $f the sam)le si<e is fr$m the t$) ei"ht metr$s= the rest fr$m the e1t >F8@F t$& s a'r$ss I dia. Sales t$$ has #ee <$$mi "2 sa(s the '$m)a (. A''$rdi " t$ #ra d8&ise data2 the '$m)a ( 'laims t$ #e mat'hi " sales $f m$st C se"me t 'ars2 e0e $utselli " s$me $f them. I the last si1 m$ ths2 M/M s$ld 1;29G? S'$r)i$s2 a"ai st a t$tal C se"me t sales $f D?29;@2 a''$rdi " t$ '$m)a ( data.

PEST A#al>sis P,li2i+al S,+ial Gi0e "$$d :ualit( t$ their 'ust$mers -r$0idi " $ffers t$ its retailer a d 'ust$mers -r$0idi " life st(le )r$du't Cha "e the 'ust$mer attitudes a d $)i i$ s Ta1ati$ -$li'( G$0er me t -$li'(

E+,#,m> .au 'h l$& '$st 'ar i rural areas .au 'h e'$ $m( related #ra d .au 'h )$&er full 'ar i the market s$ 'ust$mers make "$$d ima"e i their mi d

;D

SBS COOLAGE, PUNE T"+4#,l,)i+al -r$0ide e& i $0ati0e )r$du't t$ their 'ust$mers -r$0ide the '$m)ete ti " te'h $l$"( -r$0ide e& te'h $l$"( t$ their &$rker

R"s"a!+4 M"24,d,l,)>
A resear'h )r$'ess '$ sists $f sta"es $r ste)s that "uide the )r$*e't fr$m its '$ 'e)ti$ thr$u"h the fi al a al(sis2 re'$mme dati$ s a d ultimate a'ti$ s. The resear'h )r$'ess )r$0ides a s(stemati'2 )la ed a))r$a'h t$ the resear'h )r$*e't a d e sures that all as)e'ts $f the resear'h )r$*e't are '$ siste t &ith ea'h $ther. Resear'h studies e0$l0e thr$u"h a series $f ste)s2 ea'h re)rese ti " the a s&er t$ a ke( :uesti$ . INTRODUCTION This 'ha)ter aims t$ u dersta d the resear'h meth$d$l$"( esta#lishi " a frame&$rk $f e0aluati$ a d re0aluati$ $f )rimar( a d se'$ dar( resear'h. The te'h i:ues a d '$ 'e)ts used duri " )rimar( resear'h i $rder t$ arri0e at fi di "s= &hi'h are als$ dealt &ith a d lead t$ a l$"i'al dedu'ti$ t$&ards the a al(sis a d results.

RESEARCH DESIGN I )r$)$se t$ first '$ du't a i te si0e se'$ dar( resear'h t$ u dersta d the full im)a't a d im)li'ati$ $f the i dustr(2 t$ re0ie& a d 'riti:ue the i dustr( $rms a d re)$rts2 $ &hi'h 'ertai issues shall #e sele'ted2 &hi'h I feel remai u a s&ered $r lia#le t$ ;G

SBS COOLAGE, PUNE 'ha "e2 this shall #e further take u) i the e1t sta"e $f e1)l$rat$r( resear'h. This sta"e shall hel) me t$ restri't a d sele't $ l( the im)$rta t :uesti$ a d issue2 &hi'h i ha#it "r$&th a d se"me tati$ i the i dustr(.

T4" =a!i, s 2as<s 24a2 I 4a=" #d"!2a<"# i# 24" !"s"a!+4 d"si)# 1!,+"ss a!" 6 EF Defi i " the i f$rmati$ eed

E1 Desi" the e1)l$rat$r(2 des'ri)ti0e a d 'ausal resear'h.

RESE RC" PROCESS The resear'h )r$'ess has f$ur disti 't (et i terrelated ste)s f$r resear'h a al(sis It has a l$"i'al a d hierar'hi'al $rderi "6 E7 Determi ati$ $f i f$rmati$ resear'h )r$#lem. E9 De0el$)me t $f a))r$)riate resear'h desi" . E; E1e'uti$ $f resear'h desi" . E> C$mmu i'ati$ $f results. Ea'h ste) is 0ie&ed as a se)arate )r$'ess that i 'ludes a '$m#i ati$ $f task 2 ste) a d s)e'ifi' )r$'edure. The ste)s u dertake are l$"i'al2 $#*e'ti0e2 s(stemati'2 relia#le2 0alid2 im)ers$ al a d $ "$i ". EXPLOR #ORY RESE RC" The meth$d I used f$r e1)l$rat$r( resear'h &as E@ -rimar( Data ED Se'$ dar( data

PRIM RY $ # ;?

SBS COOLAGE, PUNE Ne& data "athered t$ hel) s$l0e the )r$#lem at ha d. As '$m)ared t$ se'$ dar( data &hi'h is )re0i$usl( "athered data. A :uesti$ resear'h2 C$ sists $f $ri"i al i f$rmati$ i f$rmati$ results. Data "athered #( the resear'her i the a't $f '$ du'ti " resear'h. This is '$ trasted t$ the e1am)le is i f$rmati$ "athered #( a aire. Sualitati0e $r :ua titati0e data that are e&l( '$lle'ted i the '$urse $f that '$mes fr$m )e$)le a d i 'ludes "athered fr$m sur0e(s2 f$'us "r$u)s2 i de)e de t $#ser0ati$ s a d test

se'$ dar( data2 &hi'h e tails the use $f data "athered #( s$me$ e $ther tha sur0e(s2 $#ser0ati$ $r e1)erime tati$ .

resear'her i f$rmati$ that is $#tai ed dire'tl( fr$m first8ha d s$ur'es #( mea s $f

P!ima!> da2a is -asi+all> +,ll"+2"d -> )"22i#) 5 "s2i,##ai!" 3ill"d -> 24" !"s1,#d"#2s* SECONDARY DATA I f$rmati$ that alread( e1ists s$me&here2 ha0i " #ee '$lle'ted f$r a $ther )ur)$se. S$ur'es i 'lude 'e sus re)$rts2 trade )u#li'ati$ s2 a d su#s'ri)ti$ ser0i'es. There are t&$ t()es $f se'$ dar( data6 i ter al a d e1ter al se'$ dar( data. I f$rmati$ '$m)iled i side $r $utside the $r"a i<ati$ f$r s$me )ur)$se $ther tha the 'urre t i 0esti"ati$ Resear'hi " i f$rmati$ 2 &hi'h has alread( #ee )u#lishedT Market i f$rmati$ '$m)iled f$r )ur)$ses $ther tha the 'urre t resear'h eff$rt= it 'a #e i ter al data2 su'h as e1isti " sales8tra'ki " i f$rmati$ 2 $r it 'a #e resear'h '$ du'ted #( s$me$ e else2 su'h as a market resear'h '$m)a ( $r the U.S. "$0er me t. S"+,#da!> s, !+" ,3 da2a s"d +,#sis2s ,3 -,,<s a#d ?"-si2"s M( )r$)$sal is t$ first '$ du't a i te si0e se'$ dar( resear'h t$ u dersta d the full im)a't a d im)li'ati$ $f the i dustr(2 t$ re0ie& a d 'riti:ue the i dustr( $rms a d re)$rts2 $ &hi'h 'ertai issues shall #e sele'ted2 &hi'h I feel remai u a s&ered $r lia#le t$ 'ha "e2 this shall #e further take u) i the e1t sta"e $f e1)l$rat$r( resear'h. DESCRIPTI;E RESEARCH >F

SBS COOLAGE, PUNE STE-S i the des'ri)ti0e resear'h6 Stateme t $f the )r$#lem EG Ide tifi'ati$ $f i f$rmati$ eeded t$ s$l0e the )r$#lem

E? Sele'ti$ $r de0el$)me t $f i strume ts f$r "atheri " the i f$rmati$ E1F E11 E17 E19 E1; Ide tifi'ati$ $f tar"et )$)ulati$ a d determi ati$ $f sam)li " -la . Desi" $f )r$'edure f$r i f$rmati$ '$lle'ti$ C$lle'ti$ $f i f$rmati$ A al(sis $f i f$rmati$ Ge erali<ati$ s a dN$r )redi'ti$ s

DATA COLLECTION Data '$lle'ti$ t$$k )la'e &ith the hel) $f filli " $f :uesti$ '$mm$ fa't$r i all 0arieties $f the :uesti$ aires. The :uesti$ aire

meth$d has '$me t$ the m$re &idel( used a d e'$ $mi'al mea s $f data '$lle'ti$ . The aire meth$d is this relia 'e $ 0er#al aire aire res)$ ses t$ :uesti$ s2 &ritte $r $ral. I f$u d it esse tial t$ make sure the :uesti$ im)$rta t as resear'her t$ res)e't the sam)les time a d e er"( he 'e the :uesti$ :uesti$ aires &ere )ers$ all( admi istered. aires.

&as eas( t$ read a d u dersta d t$ all s)e'trums $f )e$)le i the sam)le. It &as als$ &as desi" ed i su'h a &a(2 that its admi istrati$ &$uld $t e1'eed ;8> mi s. These

The first ha d i f$rmati$ &as '$lle'ted #( maki " the )e$)le fill the :uesti$ '$ ta'ted at sh$))i " malls2 markets2 )la'es that &ere '$ sumer dura#le )r$du'ts et'. res)$ de ts &h$ filled the :uesti$

The )rimar( data '$lle'ted #( dire'tl( i tera'ti " &ith the )e$)le. The res)$ de ts &ere ear t$ sh$&r$$ms $f the e'essar( The data &as '$lle'ted #( i tera'ti " &ith 7>F aires a d "a0e me the re:uired

i f$rmati$ . The res)$ de ts '$ sisted $f h$use&i0es2 stude ts2 #usi essme 2

>1

SBS COOLAGE, PUNE )r$fessi$ als et'. the re:uired i f$rmati$ &as '$lle'ted #( dire'tl( i tera'ti " &ith these res)$ de ts. DETERMINATION THE SAMPLE PLAN AND SAMPLE SIEE TARGET POPULATION It is a des'ri)ti$ $f the 'hara'teristi's $f that "r$u) $f )e$)le fr$m &h$m a '$urse is i te ded. It attem)ts t$ des'ri#e them as the( are rather tha as the des'ri#er &$uld like them t$ #e. Als$ 'alled the audie 'e the audie 'e t$ #e ser0ed #( $ur )r$*e't i 'ludes ke( dem$"ra)hi' i f$rmati$ 4i.e.= a"e2 se1 et'.5.The s)e'ifi' )$)ulati$ i te ded as #e efi'iaries $f a )r$"ram. This &ill #e either all $r a su#set $f )$te tial users2 su'h as ad$les'e ts2 &$me 2 rural reside ts2 $r the reside ts $f a )arti'ular "e$"ra)hi' area. T$)i' areas6 G$0er a 'e2 A''$u ta#ilit( a d E0aluati$ 2 O)erati$ s Ma a"eme t a d .eadershi). A )$)ulati$ t$ #e rea'hed thr$u"h s$me a'ti$ $r i ter0e ti$ = ma( refer t$ "r$u)s &ith s)e'ifi' dem$"ra)hi' $r "e$"ra)hi' 'hara'teristi's. The "r$u) $f )e$)le ($u are tr(i " t$ rea'h &ith a )arti'ular strate"( $r a'ti0it(. The tar"et )$)ulati$ is the )$)ulati$ I &a t t$ make '$ 'lude a ideal situati$ = the sam)li " frames t$ mat'hes the tar"et )$)ulati$ . A s)e'ifi' res$ur'e set that is the $#*e't $r tar"et $f i 0esti"ati$ . The audie 'e defi ed i a"e2 #a'k"r$u d2 a#ilit(2 a d )refere 'es2 am$ " $ther thi "s2 f$r &hi'h a "i0e '$urse $f i stru'ti$ is i te ded. I ha0e sele'ted the sam)le tr$u"h Sim)le ra d$m Sam)li " SAMPLE SIEE: This i 0$l0es fi"uri " $ut h$& ma ( sam)les $ e eed. The um#ers $f sam)les ($u eed are affe'ted #( the f$ll$&i " fa't$rs6 E1> E1@ E1D -r$*e't "$als H$& ($u )la t$ a al(<e ($ur data H$& 0aria#le ($ur data are $r are likel( t$ #e >7

SBS COOLAGE, PUNE E1G E1? E7F E71 H$& )re'isel( ($u &a t t$ measure 'ha "e $r tre d The um#er $f (ears $0er &hi'h ($u &a t t$ dete't a tre d H$& ma ( times a (ear ($u &ill sam)le ea'h )$i t H$& mu'h m$ e( a d ma )$&er ($u ha0e

SAMPLE SIEE I ha0e tar"eted 7>F)e$)le i the a"e "r$u) a#$0e 71 (ears f$r the )ur)$se $f the i flue 'es the sam)le si<e. The tar"et )$)ulati$

resear'h. The tar"et )$)ulati$

re)rese ts the Delhi re"i$ s. . The )e$)le &ere fr$m differe t )r$fessi$ al #a'k"r$u ds. The details $f $ur sam)le are e1)lai ed i 'ha)ter amed )rimar( resear'h &here the di0isi$ s are e1)lai ed i dem$"ra)hi's se'ti$ .

ERRORS IN THE STUDY I#2"!=i"?"! "!!,! There is i ter0ie&er #ias i the :uesti$ &hile the :uesti$ aire meth$d. O)e 8e ded :uesti$ s 'a #e

#iased #( the i ter0ie&erAs 0ie&s $r )r$#i "2 as i ter0ie&ers are "uidi " the res)$ de t aire is #ei " filled $ut. The attitudes the i ter0ie&er re0els t$ the res)$ de t duri " the i ter0ie& 'a "reatl( affe't their le0el $f i terest a d &illi " ess t$ a s&er $)e l(. As i ter0ie&ers2 )r$#i " a d 'larifi'ati$ s ma1imi<e res)$ de t u dersta di " a d (ield '$m)lete a s&ers2 these ad0a ta"es are $ffset #( the )r$#lems $f )resti"e seeki "2 s$'ial desira#ilit( a d '$urtes( #iases. J "s2i,##ai!" "!!,! The :uesti$ aire desi" i " has t$ 'areful s$ that $ l( re:uired data is '$ 'isel( re0eled

a d there is $ redu da t data "e erated. The :uesti$ s ha0e t$ #e &$rded 'arefull( s$ that the :uesti$ s are $t l$aded a d d$es $t lead t$ a #ias i the res)$ de ts mi d >9

SBS COOLAGE, PUNE R"s1,#d"#2 "!!,! The res)$ de ts sele'ted t$ #e i ter0ie&ed &ere $t al&a(s a0aila#le a d &illi " t$ '$ $)erate als$ i m$st 'ases the res)$ de ts &ere f$u d t$ $t ha0e the k $&led"e2 $)i i$ 2 attitudes $r fa'ts re:uired additi$ all( u i f$rmed res)$ se err$rs a d res)$ se st(les als$ led t$ sur0e( err$r. Sam1li#) "!!,! ,e ha0e take the sam)le si<e $f 7>F2 &hi'h 'a $t determi e the #u(i " #eha0i$r $f the t$tal )$)ulati$ . The sam)le has #ee dra& fr$m $ l( Nati$ al Ca)ital Re"i$ . Research $esi%n Resear'h desi" is a '$ 'e)tual stru'ture &ithi &hi'h resear'h &as '$ du'ted. A resear'h desi" is the detailed #lue)ri t used t$ "uide a resear'h stud( t$&ards its $#*e'ti0e. It is a series $f ad0a 'ed de'isi$ take t$"ether '$m)risi " a master )la $r a m$del f$r '$ du'ti " the resear'h i '$ s$ a 'e &ith the resear'h $#*e'ti0es. Resear'h desi" is eeded #e'ause it fa'ilitates the sm$$th saili " $f the 0ari$us resear'h $)erati$ s2 there#( maki " resear'h as effi'ie t as )$ssi#le (ieldi " ma1imum i f$rmati$ &ith the mi imum eff$rt2 time a d m$ e(. S+,1" a#d 24" Limi2a2i,# ,3 24" s2 d>

E77

The s'$)e $f stud( is limited t$ the res)$ de ts are sele'ted fr$m i a d ar$u d A de$"ha 4Lharkha d5 .

E79

The )r$*e't is 'arried $ut f$r the )eri$d $f ;> da(s $ l(.

E7;

Measureme t $f 'ust$mer satisfa'ti$ is '$m)le1 su#*e'ts2 &hi'h uses $ 8$#*e'ti0es meth$d2 &hi'h is $t relia#le. >;

SBS COOLAGE, PUNE

E7>

The sam)le u it &as als$ 7>F res)$ de ts.

E7@

H$&e0er2 Mahi dra a d Mahi dra Aut$m$#ile sh$&r$$ms are l$'ated i $ther )la'es i.e. l$'all( a d e0e i the ei"h#$ri " states. O l( $)i i$ $f res)$ de ts $f Lai)ur 'it( &as '$ sider f$r fi di " $ut the $)i i$ s $f res)$ de ts.

FINDINGS

%ased $ the data "athered #( admi istrati " s'hedules t$ 'ust$mers the f$ll$&i " $#ser0ati$ s are made.

1. Mahi dra %$ler$ has e1'elle t )er'e ta"e $f 'ust$mer satisfa'ti$ a''$rdi " t$ the data sh$& I ter)retati$ t$)i'. i ta#le 1 $f the data a al(sis a d

7. M$st $f the )e$)le are satisfied &ith its l$& mai te a 'e '$st a d after sales ser0i'e )r$0ided #( Mahi dra %$ler$.

9. %ased $ the fuel '$ sum)ti$ 2 m$st $f the )e$)le are satisfied &ith it.

>>

SBS COOLAGE, PUNE ;. %ased $ Safet( a d C$mf$rt2 Desi" 2 S)a'e2 Mai te a 'e m$st $f the )e$)le are satisfied &ith it.

>. .ar"e um#ers $f %$ler$ user are a&are $f its )$&er steeri ".

@. If &e t$$k the satisfa'ti$ le0el $f )e$)le t$&ard %$ler$2 it #e'$mes "$$d.

D. Its features a d st(le satisf( m$st $f the )e$)le.

DATA ANALYSIS & INTERPRETATION

Ta-l" N,*6%9 D, >, ,?# a s1,!2> ="4i+l"K Y"s DGU N, 77U

S, !+": J "s2i,##ai!" Fi) !":%

>@

SBS COOLAGE, PUNE

I#2"!1!"2a2i,# %: The sam)le dra& $ )r$#a#ilit( #asis sh$&s that DGU $f the 'ust$mers &ere satisfied &ith %$ler$ 0aria t a d $ l( 77U &ere $t satisfied &ith %$ler$ 0aria t. O-s"!=a2i,#: M$st $f the res)$ de ts a))r$a'hed &ere satisfied &ith %$ler$

Ta-l" N,: 7 Fa+2,!s a33"+2i#) + s2,m"! sa2is3a+2i,# 2,?a!ds Ma4i#d!a B,l"!, Fa't$r Features .$& Mai te a 'e C$mf$rt St(le After Sales Ser0i'e S, !+": J "s2i,##ai!" Fi) !":7 N$. $f Res)$ de t 9F G> ;> ;F >F -er'e ta"e 17U 9;U 1GU 1@U 7FU

>D

SBS COOLAGE, PUNE I#2"!1!"2a2i,# 7: The sam)le dra& $ the )r$#a#ilit( #asis 'learl( sh$&s that 9;U 4G>res)$ de ts5 are the $)i i$ that l$& mai te a 'e is the satisfa'ti$ fa't$r %$ler$ a d 7F U4 >F res)$ de ts5 $f them &h$ 0ie& After Sales Ser0i'e as a 0ital fa't$r f$r 'ust$mer satisfa'ti$ . F$ll$&ed #( C$mf$rt &hi'h '$rres)$ ds t$ 1G U4 ;> res)$ de ts52 St(le &ith 1@U4;Fres)$ de ts5 a d $ l( 17U49F res)$ de ts5 $f them 0ie& that feature $f %$ler$ as satisfa'ti$ fa't$r.

O-s"!=a2i,#: Ma*$rit( $f the res)$ de t are $f the idea that l$& mai te a 'e $f the t$) m$st feature '$ tri#uti " t$ 'ust$mer satisfa'ti$ f$ll$&ed #( after sales ser0i'es '$mf$rt st(le a d features As su'h2 Mahi dra sh$uld f$'us $ the as)e'ts2 &hi'h &ill e ha 'e the 'ust$mer satisfa'ti$ a d thus the market share

>G

SBS COOLAGE, PUNE

Ta-l" N,: / C s2,m"! ,1i#i,#s 2,?a!ds 3 "l +,#s m12i,#* Fa+2,! EB2!"m"l> Sa2is3i"d Sa2is3i"d N" 2!al Dissa2is3i"d T,2al P"!+"#2a)" 7CL 0'L %CL CL %..L

S, !+": J "s2i,##ai!" Fi) !": /

I#2"!1!"2a2i,# /: 1FFU $f the res)$ de ts ;?U $f the res)$ de ts a))r$a'hed &ere satisfied &ith the fuel '$ sum)ti$ $f the %$ler$. F$ll$&ed #( 7DU &as e1tremel( satisfied2 1DU are eutral a d rest $f the DU is m$re dissatisfied &ith fuel '$ sum)ti$ $f %$ler$. >?

SBS COOLAGE, PUNE O-s"!=a2i,#6 As ma*$rit( $f the res)$ de ts are satisfied &ith the fuel '$ sum)ti$ $f Mahi dra %$ler$2 the '$m)a ( sh$uld mai tai the same sta dard a d it is su""ested t$ '$me u) &ith suita#le measure t$ redu'e the e"ati0e $)i i$ am$ " the '$ sumer &h$ are $f the $)i i$ that the fuel '$ sum)ti$ is a dissatisf(i " fa't$r.

Ta-l" N,: 0 C s2,m"! ,1i#i,#s 2,?a!d Sa3"2> a#d C,m3,!2* Fa+2,! E1tremel( Satisfied Satisfied Neither Satisfied / Dissatisfied Dissatisfied T$tal S, !+": J "s2i,##ai!" Fi) !": 0 P"!+"#2a)" 79U ;DU 7FU 1FU 1FFU

I#2"!1!"2a2i,# 0: 1FFU $f the res)$ de ts ;DU $f the res)$ de ts a))r$a'hed &ere satisfied &ith the safet( a d '$mf$rt feature $f the %$ler$. F$ll$&ed #( 7DU &as e1tremel( satisfied2 1DU are eutral a d rest $f the DU &as dissatisfied &ith safet( a d '$mf$rt feature $f %$ler$.

@F

SBS COOLAGE, PUNE O-s"!=a2i,#6 As ma*$rit( $f the res)$ de ts are satisfied &ith the safet( a d '$mf$rt feature $f Mahi dra %$ler$2 the '$m)a ( sh$uld mai tai the same sta dard a d it is su""ested t$ '$me u) &ith suita#le measure t$ redu'e the e"ati0e $)i i$ am$ " the '$ sumer &h$ are $f the $)i i$ that the fuel '$ sum)ti$ is a dissatisf(i " fa't$r. Ta-l" N,: A C s2,m"! ,1i#i,#s 2,?a!d D"si)#* Fa+2,! E1tremel( Satisfied Satisfied Neutral Dissatisfied T$tal S, !+": J "s2i,##ai!" Fi) !": A P"!+"#2a)" 7FU ;FU 7DU 19U 1FFU

I#2"!1!"2a2i,# A: 1FFU $f res)$ de ts ;FU $f the res)$ de ts a))r$a'hed &ere satisfied &ith the Desi" $f the %$ler$. 7FU &ere m$re satisfied2 7DU $f them eutral a d 19U are dissatisfied &ith the desi" $f the %$ler$. O-s"!=a2i,#6 As ma*$rit( $f the res)$ de ts are satisfied &ith the desi" $f Mahi dra %$ler$2 the '$m)a ( sh$uld mai tai the same sta dard a d it is su""ested t$ '$me u) @1

SBS COOLAGE, PUNE &ith suita#le measure t$ redu'e the e"ati0e $)i i$ am$ " the '$ sumer &h$ are $f the $)i i$ that the fuel '$ sum)ti$ is a dissatisf(i " fa't$r. Ta-l" N,: $ C s2,m"! ,1i#i,#s 2,?a!d s1a+" a=aila-ili2> i# Ma4i#d!a B,l"!, Fa+2,! M$re Satisfied Satisfied Neither Satisfied / Dissatisfied Dissatisfied T$tal S, !+": J "s2i,##ai!" Fi) !": $ P"!+"#2a)" 7DU >9U 1DU 9U 1FFU

I#2"!1!"2a2i,# $: The sam)le dra& $ the )r$#a#ilit( #asis sh$&s that $ut $f 1FFU $f res)$ de ts >9U $f the res)$ de ts a))r$a'hed &ere satisfied &ith the s)a'e a0aila#ilit( $f the %$ler$. 7DU &ere m$re satisfied2 1DU $f either satisfied a d dissatisfied a d 9U are dissatisfied &ith the s)a'e a0aila#ilit( $f the %$ler$. O-s"!=a2i,#: As GFU $f the res)$ de ts are ha))( &ith the s)a'e a0aila#ilit( $f the Mahi dra %$ler$ 0ehi'le2 it 'a #e '$ du'ted that the '$m)a ( has u dertake )r$)er R/D i this as)e't.

@7

SBS COOLAGE, PUNE Ta-l" N,: C C s2,m"! sa2is3a+2i,#s 2,?a!d Mai#2"#a#+" ,3 Ma4i#d!a B,l"!, Fa+2,! E1tremel( Satisfied Satisfied Neutral Dissatisfied T$tal S, !+": J "s2i,##ai!" Fi) !":C P"!+"#2a)" 79U >1U 71U >U 1FFU

I#2"!1!"2a2i,# C: The sam)le dra& $ the )r$#a#ilit( #asis sh$&s that $ut $f 1FFU $f res)$ de ts >1U $f the res)$ de ts a))r$a'hed &ere satisfied &ith the mai te a 'e $f the %$ler$. 79U &ere e1tremel( satisfied2 71U $f eutral a d >U are dissatisfied &ith the mai te a 'e. O-s"!=a2i,#: Th$u"h ma*$rit( $f the 'ust$mer are satisfied that the mai te a 'e '$st $f Mahi dra %$ler$ is less2 ar$u d 7FU are $t satisfied &hi'h ma( #e #e'ause $f '$m)aris$ $f %$ler$ &ith the e&l( lau 'hed '$m)eti " #ra ds '$mi " &ith e0e l$&er mai te a 'e '$st. Ta-l" N,: & C s2,m"! a?a!"#"ss a-, 2 1,?"! s2""!i#)* O12i,# N,* O3 R"s1,#d"#2 @9 N,* O3 R"s1,#d"#2s 6L9

SBS COOLAGE, PUNE A&are U a&are T,2al 7FF >F 7A. GFU 7FU %..L

S, !+": J "s2i,##ai!" Fi) !": &

I#2"!1!"2a2i,# &: Out $f 1FFU $f res)$ de ts2 GFU $f the res)$ de ts a))r$a'hed &ere a&are $f the )$&er steeri " )rese t i s$me 0aria t $f %$ler$ a d 7FU &ere $t a&are $f the )$&er steeri " )rese t i s$me 0aria t $f %$ler$. O-s"!=a2i,#: M$st $f the res)$ de ts a))r$a'hed &ere a&are $f )$&er steeri " s(stem i tr$du'ed i s$me 0aria ts $f %$ler$.

Ta-l" N,: ' C s2,m"! 1"!+"12i,#s a-, 2 B,l"!, ;"!> G,,d G,,d A="!a)" @; Bad ;"!> Bad

SBS COOLAGE, PUNE 7FU S$ur'e6 Suesti$ Fi"ure6 ? ;DU aire 71U 17U 8

I#2"!1!"2a2i,# ': The sam)le dra& $ the )r$#a#ilit( #asis sh$&s that $ut $f 1FFU $f res)$ de ts ;DU $f the res)$ de ts "a0e G$$d res)$ se t$ %$ler$. 7FU "a0e 3er( G$$d res)$ se2 71U "a0e A0era"e res)$ se a d 17U "a0e #ad res)$ se t$ %$ler$. O-s"!=a2i,#: As @DU $f the res)$ de ts are satisfied that the( are ha))( &ith %$ler$2 it satisfies that the 'ust$mer satisfa'ti$ le0els are 0er( hi"h. If the '$m)a ( &ere t$ ide tif( the )itfalls i their )r$du't a d u dertake remedial measure2 thus it &ill lead t$ m$re "$$d &$rd $f m$uth )u#li'it(.

@>

SBS COOLAGE, PUNE

RECOMMENDATION
Mahi dra C$m)a ( has t$ im)leme t "$$d 'ust$mer relati$ shi) ma a"eme t strate"( that e ha 'es 'ust$mer satisfa'ti$ le0el. The '$m)a ( 'a f$r the u dertake R/D t$ im)r$0e the e1isti " hel) i 'rease i the 'ust$mer satisfa'ti$ . The '$m)a ( sh$uld )r$m$te a#$ut the e tire feature $ffered #( it. As ma*$rit( $f the 'ust$mer "i0e $)i i$ the e1isti " sta dard #ut als$ e ha 'e them. As ma*$rit( $f the res)$ de ts are satisfied &ith the safet( a d '$mf$rt feature $f Mahi dra %$ler$2 the '$m)a ( sh$uld mai tai the same sta dard a d it is su""ested t$ '$me u) &ith suita#le measure t$ redu'e the e"ati0e $)i i$ am$ " the '$ sumer &h$ are $f the $)i i$ that the fuel '$ sum)ti$ is a dissatisf(i " fa't$r. Ma*$rit( $f the res)$ de ts are satisfied &ith the safet( a d '$mf$rt feature $f Mahi dra %$ler$2 the '$m)a ( sh$uld mai tai the same sta dard a d it is su""ested t$ '$me u) &ith suita#le measure t$ redu'e the e"ati0e $)i i$ am$ " the '$ sumer &h$ are $f the $)i i$ that the fuel '$ sum)ti$ is a dissatisf(i " fa't$r. As su'h2 Mahi dra sh$uld f$'us $ the as)e'ts2 &hi'h &ill e ha 'e the 'ust$mer satisfa'ti$ a d thus the market share. that the( are satisfied is the $t $ l( mai tai feature &hi'h field

fa't$r2 ser0i'es a d desi" $f the )r$du't $f the '$m)a ( sh$uld take

Limi2a2i,# ,3 24" s !=">

@@

SBS COOLAGE, PUNE

Th$u"h #est eff$rt ha0e #ee made t$ make the stud( fair tra s)are t a d err$r free (et there mi"ht #e s$me i e0ita#le a d limitati$ s. Alth$u"h $utri"ht measures area u dertake t$ make the re)$rt m$st a''urate s$me i ad0erte t err$rs mi"ht ha0e 're)t i a d su""esti$ s t$ im)r$0e $r elimi ate the same are m$st &el'$me. The limitati$ s $f the sur0e( are arrated #el$&6 The )r$*e't is 0alid f$r the )redefi ed area $f &$rk !$ta 4Ra*astha 5 There ma( #e s$me #iased res)$ se fr$m the res)$ de ts. S$me res)$ de ts did $t )r$0ide the full data. Due t$ differe t RTO $rms $f !$ta as &ell as Ra*astha the res)$ se $f )e$)le mi"ht differ fr$m th$se $f $ther 'ities a d state if a (

CONCLUSIONS
@D

SBS COOLAGE, PUNE Mahi dra a d Mahi dra M$t$rs has a 0er( "$$d market share i the state $f !$ta 4Ra*astha 5 f$r the SU3 se"me t. The '$m)a ( is $fferi " "$$d ser0i'es2 &hi'h is refle'ted $ the satisfa'ti$ $f the 'ust$mer. Ma*$rit( $f the 'ust$mer are satisfied &ith the desi" $f the 0ehi'le. Mahi dra / Mahi dra m$t$rs are )r$0idi " #etter fa'ilities '$m)air &ith $ther #ra d. As @DU $f the res)$ de ts are satisfied that the( are ha))( &ith %$ler$2 it satisfies that the 'ust$mer satisfa'ti$ le0els are 0er( hi"h. If the '$m)a ( &ere t$ ide tif( the )itfalls i their )r$du't a d u dertake remedial measure2 thus it &ill lead t$ m$re "$$d &$rd $f m$uth )u#li'it(. Th$u"h ma*$rit( $f the 'ust$mer are satisfied that the mai te a 'e '$st $f Mahi dra %$ler$ is less2 ar$u d 7FU are $t satisfied &hi'h ma( #e #e'ause $f '$m)aris$ $f %$ler$ &ith the e&l( lau 'hed '$m)eti " #ra ds '$mi " &ith e0e l$&er mai te a 'e '$st. As GFU $f the res)$ de ts are ha))( &ith the s)a'e a0aila#ilit( $f the Mahi dra %$ler$ 0ehi'le2 it 'a #e '$ du'ted that the '$m)a ( has u dertake )r$)er R/D i this as)e't. The 7FU $f the res)$ de ts &h$ ha0e a s&ered e"ati0el( ma( #e '$m)ari " &ith the 0ehi'le i the same 'ate"$r( lau 'hed 0er( re'e tl(.

A##"B !" %
@G

SBS COOLAGE, PUNE JUESTIONNAIRE

%9 C s2,m"! 1!,3il" a9 Nam" +9 A)" "9 Add!"ss:8 %9 D, >, ,?# a s1,!2> ="4i+l"K 6-9 Y"s 6+9 N, 79 Fa+2,!s a33"+2i#) + s2,m"! sa2is3a+2i,# 2,?a!ds Ma4i#d!a B,l"!, -9 O++ 1a2i,# d9 I#+,m"

6a9 F"a2 !" 6-9 L,? Mai#2"#a#+" 6d9 L,,<s 6"9 A32"! Sal"s S"!=i+" 95 C s2,m"! ,1i#i,#s 2,?a!ds 3 "l +,#s m12i,# K 6a9 EB2!"m"l> Sa2is3i"d 6-9 Sa2is3i"d 6+9 N" 2!al 6d9 Dissa2is3i"d 09 C s2,m"! ,1i#i,#s 2,?a!d Sa3"2> a#d C,m3,!2K

@?

SBS COOLAGE, PUNE 4a5 E1tremel( Satisfied 4#5 Satisfied 4'5 Neither Satisfied / Dissatisfied 4d5 Dissatisfied A9 C s2,m"! ,1i#i,#s 2,?a!d D"si)# K 6a9 EB2!"m"l> Sa2is3i"d 6-9 Sa2is3i"d 6+9 N" 2!al 6d9 Dissa2is3i"d $9 C s2,m"! ,1i#i,#s 2,?a!d s1a+" a=aila-ili2> i# Ma4i#d!a B,l"!, K 6a9 M,!" Sa2is3i"d

6-9 Sa2is3i"d 6+9 N"i24"! Sa2is3i"d & Dissa2is3i"d 6d9 Dissa2is3i"d C9 C s2,m"! sa2is3a+2i,#s 2,?a!d Mai#2"#a#+" ,3 Ma4i#d!a B,l"!,K 6a9 EB2!"m"l> Sa2is3i"d 6-9 Sa2is3i"d 6C9 N" 2!al 6d9 Dissa2is3i"d

&9 A!" >, a?a!" a-, 2 1,?"! s2""!i#) 1!"s"#2 i# B,l"!,K DF

SBS COOLAGE, PUNE 6a 9 Y"s 6-9 N,

'9 C s2,m"! 1"!+"12i,#s a-, 2 B,l"!,K 6a9 ;"!> G,,d 6-9 G,,d 6+9 A="!a)" 6d9 Bad %.9 D, >, ?a#2 2, )i=" a#> s ))"s2i,# a-, 2 a#> +4a#)" i# 24" Ma4i#d!a a#d Ma4i#d!a M,2,!sK

BIBLIOGRAPHY
D1

SBS COOLAGE, PUNE

B,,<s: 1. -hili) !$tler2 !e0i !eller 47FF?52 Marketi " Ma a"eme t 4Thirtee th Editi$ 5 C$m)a ( Ra*a Sa1e a 4Third Editi$ 5 Retail Ma a"eme t6 A strate"i' 7. Marketi " Ma a"eme t2 The M'Gra&.Hill 9. %erma 2 %err( a d L$el r E0a s 4O't8 1??D5

a))r$a'h Gth editi$ E "le&$$d 'liffs NL )ri t'ehall ;. C$u tr( a al(sis 1??D I A frame&$rk t$ ide tif( a d e0aluate the #usi ess e 0ir$ me tJ Hard&ard #usi ess re0ie&. ati$ al

MAGAEINES: A5 OUT.OO! %USINESS 4FE%2 7F1F5 %5 %USINESS STANDARD 4A)ril8Lul( 7F1F5 C5 ;-AS OF %USINESS AND MAR!ETING 4Lu e 7F1F5 D5 %USINESS TODA+ 8 -i'k a d Ch$$se E5 %USINESS TODA+ H Mahi dra / Mahi dra t$ #ri " e& -r$du't $f KU3 >FF.

INTERNET: 1. Mahi dra / Mahi draB Offi'ial ,e#site 7. ,,,.%usi ess &$rld.'$m 9. ,,,.Aut$&$ld.'$m ;.,,,. T$) "ear.'$m >. ,,,.Gaddi.'$m

D7