PROJECT REPORT On MARKET LOGISTICS & SUPPLY CHAIN MANAGEMENT In NITCO LOGISTICS PVT.

LTD

Submitted to:
Mrs. Lalita Pahal (Lect. Dept. of Management)

Submitted by:
Jat Pyarelal P.

Masters of Business Administration (2nd semester)

DR. I.T. GROUP OF INSTITUTES

Chandigarh-Patiala Highway, Jalalpur (Banur), Near Chandigarh Affiliated to Punjab Technical University, Jalandhar. CERTIFICATE

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TO WHOMSOEVER IT MAY CONCERN

This is to certify that Mr. Jat Pyarelal P., a student of Dr. I.T. Institute of Management &Technology, Banur has successfully completed his 2 month training from 1st may 2012 to 30 June 2012 in Nitco Logistics Pvt. Ltd. Ahmedabad branch. During his training he did a project on Market Logistics & Supply Chain Management In Nitco Logistics During his training we found him very sincere, hardworking, co-operative and full of enthusiasm.

We wish him all success in his future endeavors. For, Nitco Logistics Pvt. Ltd. Authorized Signature Place. Ahmedabad

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DECLARATION

We hereby declare that the project entitled Market Logistics & Supply Chain Management In Nitco Logistics submitted for the Assignment of Research Methodology is our original work and the project has not formed the basis for

the award of any degree, associate ship, fellowship or any other similar titles.

Signature of the Student: _____________________ Jat Pyarelal P.

Place: Date:

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ACKNOWLEDGEMENT
Heartfelt thanks to the following people.

A Few typewritten words of thanks can-not really express the sincerity of my gratitude. But I am still trying to put into words my gratefulness towards all who have helped & encouraged me in carrying out this project.

I would like to thank Prof. P. P. ARYA (Director, DR.IT.) and Dr. Geetanjali Bhatnagar (Principal, DR.IT.) to give me guidelines and my worthy thanks to my teacher Mrs. Lalita Pahal (Lect. Dept. of Management) for their valuable contribution during the academic session and guidance in preparation of this project report. Finally, yet importantly, I would like to express my heartfelt thanks to my beloved Parents for their blessings, my friends/classmates for their help and wishes for the successful completion of this project.

Name of Students, Jat Pyarelal P.

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Table of Content
Chapter Topic Page Num.

1 2 3 4 5 6 7 8 9 10 11 12 13

CERTIFICATE DECLARATION ACKNOWLEDGEMENT TABLE OF CONTANT LIST OF TABLE Chapter 1 Introduction Chapter 2 Literature Review Chapter 3 Research Methodology Chapter 4 Result and discussions Chapter 5 Finding and Conclusion Reference Appendix Data & variable

2 3 4 5 6 7 11 12 14 25 26 27 29

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List of Table
Chapter Topic Page Num.

4.1 4.2 4.3 4.4 4.5 4.6

Profession Annual income Do you own a car heard of i10 How you come to know about i-10 What you consider most while purchasing a car

14 15 16 17 18 19

4.7

Do you consider i-10 as a premium car brand

20

4.8

Which car of other brand according to you is a major competitor of i-10

21

4.9 4.10 4.11

satisfaction with features suggestion for improvement Does advertisement influence purchasing decision

22 23 24

4.12

Conclusion & Suggestion

25

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CHAPTER 1

INTRODUCTION

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Consumer
A consumer is an individual who purchase or has the capacity to purchasegoods and services offered for sale by marketing institutions in order to satisfy personal or household needs,wants or desires. According to a statement made by Mahatma Gandhi, consumer refers to the following, A consumer is the most important visitor on our premises. He isnot dependent on us. We are dependent on him. He is not an outsider to our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so So consumer is like the blood of our business and also a s a t i s f i e d customer is a word of mouth advertisement of a product / services

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 Customer satisfaction:

Satisfaction is the persons feelings of pleasure or disappointment resulting from comparing a products perceived in relation to his or her expectations. In general, if performance of the products matches the expectations, the customer is said to be satisfied. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectations. In a competitive marketplace where business complete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. If performance exceeds expectations, the customer is said to be highly satisfied or delighted. If the performance falls short of expectations, the customer is said to be dissatisfied.

INDUSTRY PROFILE
India's love affair with the automobile is famously embodied in the 1920's Rolls Royce collections of the erstwhile maharajas. The growing middle class aspires for the automobile for its convenience and as a status symbol. Upper middle class and wealthy car owners employ fulltime chauffeurs to navigate the aggressive and seemingly lawless traffic patterns of most cities. The construction of expressways such as the Mumbai-Pune expressway has opened up new touring opportunities. The expected launch of a Formula One circuit in New Delhi is expected to spark public enthusiasm for a motor sporting industry.The automobile industry has changed the way people live and work. The earliest of modern cars was manufactured in the year 1895.Shortly the first appearance of the car followed in India. As the century turned, three cars were imported in Mumbai (India).Within decade there were total of 1025 cars in the city.While

Consumer Research
Consumer research is the systematic collection and analysis of consumer information for the purpose of important decision making for marketing. Consumer research plays an important role in marketing process, helps in consumer measurement, market potential, sales 9|Page

forecast, each element like product mix, distribution mix, price, effectiveness of an advertisement campaign, consumer acceptance of a product. Infiercely competitive situation, it is extremely critical for and organization to monitor the customer relationship on a regular basis.

Hyundai i10

After the huge success of Hyundai Santro, Indias second largest auto manufacturer Hyundai Motor Co launched Hyundai i10 in same hatchback segment and it has gained much popularity in Indian market since its launch in 2007. Hyundai i10 is a premium hatchback segment model that takes place between Hyundai Santro and Hyundai getz Offering quality and equipment for the customers is the key priority of Hyundai i10. In India Hyundai i10 is available with nine variants, and with two different engine options. Two variants (D-lite and Era) of Hyundai i10 are equipped with 1.1L, 1086 cc, IRDE (Intelligent Responsive Drive Engine) petrol engine with manual transmission gearbox. This engine produces 66.7 PS (49 kW; 66 hp) of maximum power at 5500 rpm and maximum torque of 10.1 kgm (99 Nm; 73 lbft) at 2500 rpm. HMIL (Hyundai Motor India Ltd) makes the Hyundai i10 price very competitive in the Indian auto market. Car is available in 3.5 to 5 lakh range and it is giving very tough competition to all other cars of this segment. The rest seven variants of Hyundai i10 are powered by its popular 1.2L, 1197 cc, Kappa engine produces the 80 PS (59 kW; 79 hp) of maximum power at 5200 rpm and 11.4 kgm (112 Nm; 82 lbft) of maximum torque at 4000 rpm. This Kappa engine is well known for offering high engine performance with better fuel efficiency.

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 Hyundai i10 Models

It is the base variant of Hyundai i10 that comes with 1.1L, IRDE engine but it does not offer few standard features like Adjustable Steering Wheel, Central Locking, Power Windows, Wheel Covers, Tachometer, CD/MP3 Player, Fog Lamps and Body Colored Bumpers.

Hyundai i10 D-lite

Hyundai i10 Era

This variant also comes with comes with 1.1L, IRDE engine it also carry few additional features that are Central Locking, Power Windows (Front) and Body Colored Bumpers.

Hyundai i10 Magna

This variant comes with new Kappa engine. It also carries few additional features like Adjustable Steering Wheel, Wheel Covers and Tachometer.

Hyundai i10 Magna AT

This variant of Hyundai i10 carries the same feature that Hyundai i10 Magna offers, only the difference is that it comes with automatic transmission.

Hyundai i10 Sportz

This variant of Hyundai i10 also carries Kappa engine and the additional features that this variant offers are CD/MP3 Player, Rear Defogger, Rear Wash Wipe etc.

Hyundai i10 Sportz AT

This variant of Hyundai i10 carries the same feature that Hyundai i10 Sportz offers, only the difference is that it comes with automatic transmission.

Hyundai i10 Asta

This variant also carries the advanced Kappa engine. The additional features that this variant offers are Remote Locking, Fog Lamps, ABS and Dual Front Airbags.

Hyundai i10 Asta w/Sun Roof

It is the top end variant of Hyundai i10 that carries the same feature that Hyundai i10 Asta offers, only the difference is that it comes with Sun Roof.

Hyundai i10 Asta AT

This variant carries the same feature that Hyundai i10 Asta w/Sun Roof offers, only the difference is that it comes with automatic transmission.

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CHAPTER - 2 REVIEW OF LITERATURE

Peter(2010) in his study he concluded that Hyundai ranks highest in customer satisfaction
with automotive dealer service for the third consecutive year, According to TNS automotive consumers satisfaction Index (CSI) study, Hyundai i10 leads the index with highest customer satisfaction.

Oliver(2010) in his study he founded that global consultancy and marketing research firms
on various parameters of customers satisfaction including sales and after sales services, cost of ownership and brand image, Hyundai i10 has been ranked almost at par with Maruti Wagonr. In the car segments, Maruti and Hyundia are almost able to deliver a similar level of satisfaction.

Agnihotri(2010) in his study he concluded that even with Maruti controlling over 50% of
the market share, the models from Hyundai overtakes Maruti Suzuki in terms of customers satisfaction. According to the JD automobile survey in India after the launch of Hyundai i10 in 2007 it made a good brand image in the customers mind and is able to keep the customers satisfied on the Hyundai i10 is giving a tough fight to Marutis Alto and Swift and other Maruti compact cars on the various parameters.

Joseph(2011) in his study he concluded that in India customer satisfaction level is high
towards the cars. As there are many automobile companies in India the competition is high also found that the leaders in the compart cars sat

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CHAPTER - 3 RESEARCH METHODOLOGY

The research methodology section containds the objective of the study, sources of data, research design, tools for data collection and sampling techniques.

3.1Meaning of research:
Research in common parlance refers to a search for knowledge. Once can also define research as a scientific and systematic search for pertinent information on a specific topic. In fact, research is an art of scientific investigation. Research is an academic activity and as such the term should be used in a technical sense. According to Clifford Woody research comprises defining and redefining problems, formulating hypothesis or suggested solutions; collecting, organizing and evaluating data; making deductions and reaching conclusions; and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis.

3.2Objectives of research:
1. To study the satisfaction level of the consumer towards Hyundai i10. 2. To study the perception level among customers towards Hyundai i10. 3. To identify brand awareness of consumers. 4.To study buying behaviour of customers.

3.3Types of research: 1. Descriptive research: this type of research the major purpose of research is to
describe the state of affairs or characteristics of the subject under study. In this mainly involve reporting only what has happened. In this type of research, researcher has no control over the variables.

3.4Research design

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A descriptive research has been conducted to study consumer satisfaction towards Hyundai i10 because it has gathered the data that described events and then organized, tabulated, depicted and described the data obtained from consumers of Hyundai i10. We used Descriptive statistics to describe the basic features of data of our study. They provided us simple summaries about the samples and the measures of our study. Descriptive statistics helped us to simply large amounts of data in a sensible way.

3.5Sampling techniques
The sampling used to collect data is convenience sampling.For this study, 40 respondents have been taken as a sample and data is collected from them.One of the most common examples of convenience sampling is using student volunteers as subjects for the research. We use it when we are unable to access a wider population, for example due to time or cost constraints.

3.6Tools of data collection

The data has been collected through questionnaire using Graphical techniques of SPSS.

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CHAPTER 4 Results & Discussion

Table4.1: Profession?
Option Student Working Home maker Business Response 4 15 1 20 Percentage 10% 38% 2% 50%

Interpretation:From the above table we conclude that 10% of respondents are students and remaining 38% are working. And homemaker are 2% and remaning 50% are business

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TABLE4.2: Annual income?

Option Less than 2 lakh 2lakh to 4lakh 4lakh to 6lakh More than 6lakh

Response 4 10 20 6

Percentage 10% 25% 50% 15%

Interpretation:From the above table we conclude that there are more than 70% of customers whose income is less than 10 lakh & 25% whose income is between 2-4 lakh and 4-6 lakh is 50% and 15 % is more than 6 lakh .

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TABLE 4.3: Do you own a car?

Option Yes No

Response 35 5

Percentage 88% 12%

Interpretation:From the above table we conclude that 88% of respondents are owning a car and remaining 12% are not owning a car.

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TABLE 4.4: heard of i10?

Option Yes No

Response 38 2

Percentage 95% 5%

Interpretation:From the above table we conclude that 95% of respondents are aware of Hyundai i10 and remaining 5% are not aware of it 18 | P a g e

TABLE 4.5:How you come to know about i-10?

Option Television adverti. News paper Radio Friend Our salesmen Response 20 8 1 8 3 Percentage 50% 20% 3% 20% 7%

Interpretation:From the above table we conclude that 50% of respondents through television advertisement. And newspaper & friends& readio are respondes as 20%, 20%,and 3%. came to know about Hyundai i10.

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TABLE 4.6: What you consider most while purchasing a car.?

Option Design Milage Price Comfortable Color

Response 20 6 2 8 4

Percentage 50% 15% 5% 20% 10%

Interpretation:From the above table we conclude that 50% of respondents consider design and milage & color& comfortable of respondes as 15%, 10%, 20 %while purchasing Hyundai i10. 20 | P a g e

TABLE 4.7: Do you consider i-10 as a premium car brand?

Option Yes No

Response 35 5

Percentage 88% 12%

Interpretation:-

From the above table we conclude that 88% of respondents consider Hyundai i10 as a premium brand car. 21 | P a g e

TABLE 4.8: Which car of other brand according to you is a major competitor of i-10?
Option Swift Tata indica Chevrolet beat Maruti esteem Maruti sx4 Response 20 3 9 1 7 Percentage 50% 8% 22% 2% 18%

Interpretation:From the above table we conclude that 50% of respondents consider swift as a major competitor of Hyundai i10. 22 | P a g e

TABLE 4.9: satisfaction with features?

Option Yes No

Response 35 5

Percentage 88% 12%

Interpretation:
From the above table we conclude that 88% of respondents are satisfied with the features of Hyundai i10.

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TABLE 4.10: suggestion for improvement?

Option Reduce cost Increase adv. Improve after s.service Other

Response 9 20 10 1

Percentage 23% 50% 25% 2%

Interpretation:-

From the above table we conclude that 25% of respondents are suggested to improve after sale service of Hyundai i10.

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TABLE 4.11: Does advertisement influence purchasing decision?

Option Yes No

Response 36 4

Percentage 90% 10%

Interpretation:From the above table we conclude that the purchasing decisions of 90% of respondents are influenced by the advertisement.

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CHAPTER 5

FINDINGS
1. 88% of the respondent owns a car. 2. 95% of the respondents have heard about i10. 3. 88% people consider i10 as a premium brand. 4. 50% people consider design most while purchasing i10 prior to other factors. 5. Amongst the findings 50% people consider swift as a major competitor of i10.

CONCLUSION

We came to the conclusion that most of the customer of Hyundai i10 were aware and satisfied with Hyundai i10 car. Most of the respondent trust Hyundai i10 as a brand and in future will recommend Hyundai i10 to others also. In spite of having competition in the automobile industry Hyundai i10 still stand above all and it has been able to maintain satisfaction level in its customers which in turns attracts others new customers also.

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REFERENCES
Peter;M.; leads in customer satisfaction in India; TNS Automotive survey; (24/08/2010). Oliver, R; Hyundai, Maruti in close Tie on customer satisfaction, Analoguecomic.com; (3/12/2010); Agnihotri, A; Leaders in customer satisfaction, JD power Asia Automobile Survey;( 02/03/2010); Joseph, A.S; Indian customer satisfaction towards cars, Internationally Index Journal; vol II, Issue-I; (January 2011);

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APPENDIX
Questionnaire:
Customer name:____________________. Age:__________ Gender:_______________ Address.___________________________________ ___________________________________. Your profession? o Student. o Working. o Home maker. o Business Annual income? o Less than 200000. o 200000 to 400000. o 400000 to 600000. o More than 600000. 1. Do you own a car? o Yes. o No. 2. Have you ever heard of Hyundai i-10 car? o Yes. o No. 3. How you come to know about i-10? o Television advertisement. o News paper. o Radio. o Friends/other contact group. o Our salesman. 4. What you consider most while purchase a car? o Design. o Average. o Price. o Comfortable. o Color. 5. Do you consider i-10 as a premium car brand? o Yes. o No. 6. Which car of other brand according to you is a major competitor of i-10? o Swift Desire. o Tata Indica. o Chevrolet beat. o Maruti Esteem. o Maruti Sx4 28 | P a g e

7. Tick the following: Factors Color Comfort Luxury Quality Cost Appearance Performance Highly satisfied 5 5 5 5 5 5 5 Satisfied 4 4 4 4 4 4 4 Neutral 3 3 3 3 3 3 3 Dissatisfied 2 2 2 2 2 2 2 Highly Dissatisfied 1 1 1 1 1 1 1

8. Are you satisfied with the features offered by i-10? o Yes. o No. 9. According to you, what can be done to improve market value of i-10? o Reduce cost. o Increase advertisement. o Improve after sale service. o Others_____. 10. Do advertisement influence your purchasing decision? o Yes. o No.

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Data & variables

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