Final Mahindra Finance School Bus Services

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SKYLINE BUSINESS SCHOOL

RESEARCH REPORT
On
Customer satisfaction (Mahindra School Bus) in
Mahindra finance
Lucknow
Submitted in
The partial fulfillment of the Degree requirement towards the
Masters in Business Administration
Under guidance of:
Dr. Patra

Submitted by:-
Dhirendra Singh
MBA-IV Sem.
Roll No. 2K13IB02

Submitted to:-
Mr. Vipul Joshi

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ACKNOWLEDGEMENT

It gives me great privilege and honor to offer thanks to all those who helped me in
my project. I would like to extend my sincere thanks and gratitude to my project
guide Mr. Vipul Joshi and for acting as a mentor and as a catalyst during entire
duration of my project. I also thank her for providing continuous cooperation
support and expert guidance throughout my project, whenever needed.
I express my cordial thanks and acknowledgements to Dr. Patra all front hand
employees for taking out time from their busy schedule and providing me with
relevant information, which contributed significantly in my project analysis and
increased my knowledge in a totally new sphere. It was great interacting with the
customer managers of various frequencies and learning from their experiences.

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TABLE OF CONTENT
Acknowledgement
Executive Summary
PART-1
Company Profile
- Introduction
- History of organization
- Organizational structure
- Production & services
- Hr management in Mahindra Finance
PART-2
Executive Summary
Research Methodology
Analysis And data Interpretation
Suggestions
Conclusion
Bibliography
Annexure

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EXECUTIVE SUMMARY

Mahindra & Mahindra (M&M), the market leader in multi-utility vehicles in India. The company
started manufacturing commercial vehicles in 1945. M&M is the leader by far in commercial
vehicle and the second largest in the passenger vehicle market. The company is the worlds sixth
largest medium and heavy commercial vehicle manufacturing.

Mahindra is best known for utility vehicles and tractors in India, Its automotive division, the
company's oldest unit (founded in 1945), makes jeeps and three-wheelers (not passenger "auto
rickshaws," but utilitarian delivery and flatbed incarnations). M&Ms farm equipment sector,
formed in 1963 during Indias green revolution, manufactures tractors and industrial engines.
M&M also produces military vehicles. The company has facilities located throughout India.

The survey involved gathering wide information about the company, its products, customer
satisfaction and impact of various competitive firms on the company.

From the information collected, various aspects were identified where the company needs to
focus more to improve the efficiency of marketing team of Mahindra Automotives.

The research was conducted through collection of primary and secondary data. Secondary data
was collected through visiting various web sites, automobile magazines and other
reliable sources. Primary data was collected through a well-framed questionnaire, of
which later a detailed analysis was done using various statistical I.T. tools like MS Word and
MS Excel.

On the basis, the secondary data analysis and the extensive analysis of the primary
data, interpretations were drawn for the questions and conclusion is drawn. Certain suggestions
are also drawn from the analysis to help. Mahindra Automotives to increase its market share in
commercial passenger segment and MPVs. The main research that followed is to know
Customer satisfaction towards Mahindra BOLA RO SLX, a new SUV recently launched by
Mahindra. Due to the limited resources and time constraints, the study was conducted within the
area Lucknow . city.

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MAHINDRA FINANCE

INTRODUCTION

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THE CONCEPT OF MAHINDRA FINANCE

Mahindra and Mahindra Financial Services Limited is one of Indias leading non-
banking finance companies. Through a vast network of branches, we provide
personalized finance for the widest range of utility vehicles, tractors and cars,
focusing on the rural and semi-urban sector.
MMFSLs rural financing is considered as the cornerstone of poverty reduction,
rural development and inclusive growth in many parts of the country. With a
majority of our countrys population living in rural India, our loans to over
10,00,000 customers belonging to the low income groups have proved to be a
catalyst in helping rural India surge ahead in a big way.
Our unique business model is socially inclusive as we help customers who are at
the bottom of the income or social pyramids to grow by providing them loans
based on their future earning capacities. It is also our continuous endeavor to
develop skill sets at the local level. We currently provide employment to over 6200
people who belong to the areas in which we serve, ensuring that our employees
truly understand their customers.
Since 1945, we, at the Mahindra Group, have remained and will continue to remain
partners in the progress of rural India, through both growth and turbulence. We
salute the spirit of every Indian living off the land and move ahead, trying to
understand the financial needs of rural India and tapping into this vast market of
unbounded opportunities.

Our goal is to be the preferred provider of retail financing services in the rural and
semi-urban areas of India, while our strategy is to provide a range of financial
products and services to our customers through our nationwide distribution
network.
Vision

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CORE PURPOSE
Their Core Purpose is what makes them want to get
up &
come to work in the morning

Indians are second to none in the world. The founders of our nation & of
our company passionately believed this. We will make them right by
believing in ourselves & by making Mahindra & Mahindra Limited
Known worldwide for the quality of its products & services.

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CORE VALUS OF MAHINDRA FINANCE

It is this understanding that has helped us succeed. And it is this that will help us
succeed in the Future. We shall keep relearning. And in this process, do just one
thing.

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HISTORY AND MILESTONES

The history of Mahindra Finance has been a history of continuous ascent. Listed
below are the important events and milestones in the story of Mahindra Finance.
We were incorporated on January 1, 1991 as Maxi Motors Financial Services
Limited and received certificate of commencement of business on February 19,
1991. Our name was changed to Mahindra & Mahindra Financial Services Limited
on November 3, 1992. We are registered with the RBI as an NBFC with effect from
September 4, 1998 under Section 45IA of the Reserve Bank of India Act 1934.

Mahindra is a group in a hurry, engaged in an ambitious, sustained and prolonged
penetration into the global arena. Its spirit can be encapsulated in the words of the
poet Robert Frost, a favourite of India's first Prime Minister, Pandit Jawaharlal
Nehru:

"The woods are lovely, dark and deep,
But I have promises to keep,
And miles to go before I sleep,
And miles to go before I sleep."

For Mahindra & Mahindra, this translates into many more milestones to be set up
before it rests. If ever.

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MILESTONES
1993-
Commercial financing of M&M utility vehicles.
1995-
Opened our first branch outside Mumbai, At Jaipur.
1996-
Commenced financing M&M dealers for purchase of tractors.
1998-
Launched pilot project for retail tractor financing.
1999-
Commenced tractor Retail financing in Rural and Semi- Urban areas.
2001-
Total Assets crossed Rs. 10 billion.
2002-
Commenced financing of Non- M&M vehicles.
Received tier 2
nd
debt from international finance corporation.
Made our first securitization transaction of Rs. 434.8 Million.
2004-
Received a long term credit rating of AA+/ Stable
Opened a branch at port Blair.
Listing of non convertible debenture on BSE on the wholesale debt market
segment.
Securitization of tractors assets of Rs. 256.6 Million.

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Commenced insurance broking business through out subsidiary Mahindra
Insurance brokers LTD. (MIBL)
2005-
Tied up with HPCL
Made MIBL our wholly owned Subsidiary.
2006-
Issued our IPO.
Tied up with Maruti Udyog limited.
Launched our marketing campaign.
Reached a new benchmark with 400 branches.
2007-
Commenced home loans business through our subsidiary MRHFL.
Commenced financing Non- Mahindra commercial vehicles.
Commercial Financing of Personal Loans.
2008-
Preferential allotment of shares to standard charted private equity Ltd. And
TPG axon Pvt. Equity Ltd.
Received 12.5% Equity Participation from NHB for our subsidiary MRHFL.
2009-
Commenced Fixed deposit programme.

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VISION

Their vision is to be the leading rural finance company and continue to
retain the leadership position for Mahindra Products.

MISSION

They will be recognized as the premier provider of financial services on the
basis of our contribution to sale of Mahindra range of Vehicles, Tractors,
Services and help Mahindra and Mahindra protect its sale through availability
of Finance.

They will specialize in financing products based on application and built on
the competence developed in its focus area. We will target all segments of
vehicles financing and deploy the skills acquired through an in depth
understanding of the chosen product market.

They will provide products and services tailored to the needs of Mahindra &
Mahindra, Our most favoured customer, and always meet their needs. In case
of demand supply mismatch of funds, We will do everything to find the
solution.

They will help Mahindra & Mahindra develop better products by providing
first hand information received form the target market.

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ORGANISATIONAL
STRUCTURE

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ORGANISATIONAL
STRUCTURE
An organizational chart of a company usually shows the managers and sub-workers
who make up an organization. It also shows the relationships between the
organizations staff members which can be one of the following:-
Line Direct relationship between superior and subordinate.
Lateral Relationship between different departments on the same hierarchical
level.
Staff Relationship between a managerial assistant and other areas. The
assistant will be able to offer advice to a line manager. However, They have
no authority over the line managers actions.
Functional Relationships between specialist positions and other arrears.
The first step of preparation of organo gram is to identify the various
positions in the company and plot the critical positions and responsibilities attached
to that position. Therefore, preparation of organo gram helps in systematically
plotting the various positions at which individuals work in an organization along
with the assigned specific roles.
The first chart depicts the hierarchy of the top level management of the company it
basically includes Managing Director Mr. Ramesh Iyer and senior managers
reporting to them which are as follows-
Chief Officer-Finance
Vice President-Operations
Vice President-Marketing and Strategies
Vice President-Human Resources
Heads of MRHFL & MIBL

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BOARD OF DIRECTORS

Mr. Bharat Doshi- Chairman
Mr. Uday Y Phadke- Vice Chairman
Mr. Ramesh Iyer- Managing Director
Mr. Dhananjay Mungal
Mr. Anjanikumat Choudhari
Mr. Manohar. G. Bhide
Mr. Piyush Mankad
Mr. Rama Bijapurkar

STERRING COMMITTEE & HEAD OF FUNCTION

Mr. V Ravi- Chief Finance Officer
Mr. Apurv Verma- Vice President (operations)
Mr. Jaideep Devare- CEO MIBL
Mr. Anuj Mehra- CEO MRHFL
Mr. Vinay Deshpande- Vice President Human Resource
Mr. R. Balaji- Vice President Marketing & Strategy.

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STRENGTHS OF MAHINDRA FINANCE

- Their in-depth Knowledge of the rural & semi urban market.

- Their relationship with Mahindra & Mahindra.

- Their Branch network.

- Their association with dealers.

- Their Client base.

- Their loan approval & administration process.

- Their ability to borrow at competitive rates.

- Their experienced board & executive management team.

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OBJECTIVES

MMFSL is focused automotive and equipment higher purchase and leasing
company. It finances dealers of Mahindra & Mahindra, their customers and small
businesses by extending short term finance as well as lease and hire purchase
finance.

With the onset of boom in the automotive business and general growth in the
economy as the sequel to liberalized government policies, MMFSL can play a
much bigger role in meeting the requirement of small businesses, Small transport
companies and agriculturists.

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THEIR BELIEF

Effective Communication:
Effective communication is the essence for building a successful and healthy
environment.
110% Effort:
The organization needs all its employees to contribute to the success and growth of
the company for which employees need to give their 110% effort.
Quality of Contribution:
The company operates on the basis of being a team of equals, where the quality of
contribution being made by our colleagues is very significant in all matters.
Assertiveness:
We expect every employee to be assertive and have enough confidence in you to be
positive, While at the same understanding other Peoples point of view.
Team Spirit:
The organization intends to do its best so as to encourage an enjoyable working
atmosphere, Proven to encourage good team spirit.
Flexibility:
It is a way to define how and when work gets done and careers are organized. The
company encourages employees to have flexibility in their work.
Sound Health:
The company believes in sound mind in a sound body & hence requests its
employee to maintain good physical and mental health. The company shall strive to

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provide work environment and welfare policies promoting the same.
INDUCTION PROCESS IN
MAHINDRA FINANCE

INDUCTION is designed to provide a new employee with the information he or she
needs to function comfortably & effectively in the organization.
It is a planned introduction of new hires to their jobs, their peers and the company.
General information about the daily work routine.
A review of the firms history, founding fathers, objectives, operation &
production or services, as well as how the employees job contributes to the
organizations needs.
A detailed presentation ,perhaps. in a brochure, of the organizations policies,
work rules & employee benefits.
In Mahindra finance, when new employees have taken on job, they are providing
with SWAGATAM KITS i.e Joining kits.
These joining kits consist of:
Application Form
Manpower Requisition Form
Academic Documents
Police Verification Form
All selected candidates must carry the-
Offer letter duly signed,specifying the date of joining.
Original relevant documents as per the pre joining list.

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The people Development Department ensures that all document are verified
against the employment form/resume of the candidates.
The documents send for 2 types of verification:
o First is CID verification.
o Second verification is done by organization called first advantage.
The complete documentation set is then handed over to the HIRS team to
make an entry in HRIS &generate the new joinees emp;oyee code.
Personnel file is opened for the new joinee containing all the relevant
documents.
The line manager/department head inducts the new joinee in the department.
he/she ensure that the new joinee is introduced to all the other employees in
the department. He/she must be explained the department structure.
Branch visit & induction meeting are arranged on case to case basis as &
when required.
The new employee also arranges to collect their staff identification card.
The workstation is setup & the ITdepartment is informed to provide the
laptop as applicable.
The email ID is also created for the employees if required. The admin
department is informed to setup the desk telephones if required.
This is the INDUCTION PROCESS IN MAHINDRA FINANCE.

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TRAINING & DEVELOPMENT PROCESS IN

--
--1
L-1
L-2
L-3
L-4,GM/AGM
level
L-5,Sr.Mgr/Chief
Mgr,Regional Mgr
L-6,Manager/Area
Manager
L-7,Joint Manager/Territory
Manager
L-8,AM/Branch manager
OPs/Account
L-9, Executive
L-10, Trainee/office associate trainee
Training needs can arise in a
number of
1. Analysis and identification
of training needs
2. Designing of training
calendar.
5. Evaluation of training
provided.
3.Developemant of
training module.
4. Implementation of
training module.
MAHINDRA FINANCE follow the grade
structure according to their LEVEL of job.

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RECRUITMENT PROCESS IN MAHINDRA FINANCE
EARLIER & NOW

EARLIER
o OFF ROLLS
o ON ROLLS

OFF ROLLS

They are taken on job on contract basis.
They are recruited through consultants named Genius and
Flexi one.

ON ROLLS
The are taken on job on the basis of some Reference, Resume, or through
campus selection.

NOW
Genius employees are transmitted from off rolls to on rolls.
Now there is no roll of Genius in Recruitment.

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When these Genius employees taken as on rolls in Mahindra
insource, Project SAATHI comes in picture.
In this:-
All the associates have to collect & send the various documents
as per the check list.
Blank joining sets will be dispatched form Head Office.
Manpower Requisition from& statutory forms to be filled from
associates.
New employee codes are created at the regions level & has to
be informed to HO on daily basis.
All the resions have to send Consolidated XL Sheet mentioning
new employee codes with their attendance details to Head
Office.

Employees are divided into to parts:-

Stage 1
Stage 2
.
STAGE 1
They consist of cahier, back office associates, MIS coordinator,
Dealer Point Executive.

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STAGE 2
They consist of officer boys, drivers, dispatcher etc i.e. Office
Associates.
Their salary structure is revised
Their attendance is shown on WEB called ADRENALIN.

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ADRENALIN

ADRENALIN is the WEB SERVER of MAHINDRA FINANCE or HRIS i.e.
Human Resource information system, where all the details of the employee are
displayed & these details are updated from time to time.
When any new employee joined in an organization, his/her employee code is
created in this server. After employee codes creation his details are shown on web.
Their mail id are made on this server & updated from time to time. The employee
can apply his leave; punch his attendance in this server. If they cannot apply the
leave through adrenalin, their leave will mean as leave without pay.
Every month, the attendance of the employees of all branches is punched on HRIS.
The employee can apply for the training, from this server. If any employees get
transferred from one place to another, their location is updated on HRIS.
When any employee is confirmed after his period of probation, his status gets
updated on HRIS.After appraisals, if any employees grade gets changed, high
grade is updated on HRIS.
The employees can give their feedback about appraisals, on this server. When any
employee leaves an organization, his name is deactivated from the server.
The management strictly said that employees have to use this HRIS on daily basis,
because in coming years management is planning to adopt SAP.

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MANAGEMENT INFORMATION SYSTEM IN
MAHINDRA FINANCE
'MIS' is a planned system of the collecting, processing, storing and disseminating
data in the form of information needed to carry out the functions of management. In
a way it is a documented report of the activities that were planned and executed.

MIS systems provide a valuable function in that they can collate into coherent
reports unmanageable volumes of data that would otherwise be broadly useless to
decision makers. By studying these reports decision-makers can identify patterns
and trends that would have remained unseen if the raw data were consulted
manually.

MIS systems can also use these raw data to run simulations hypothetical scenarios
that answer a range of what if questions regarding alterations in strategy. For
instance, MIS systems can provide predictions about the effect on sales that an
alteration in price would have on a product. These Decision Support Systems (DSS)
enable more informed decision making within an enterprise than would be possible
without MIS systems.
Benefits of MIS

The field of MIS can deliver a great many benefits to enterprises in every industry.
Expert organizations such as the Institute of MIS along with peer reviewed journals
such as MIS Quarterly continue to find and report new ways to use MIS to achieve
business objectives.

Enhance Supply Chain Management

Improved reporting of business processes leads inevitably to a more streamlined
production process. With better information on the production process comes the

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ability to improve the management of the supply chain, including everything from
the sourcing of materials to the manufacturing and distribution of the finished
product.
Quick Reflexes

As a corollary to improved supply chain management comes an improved ability to
react to changes in the market. Better MIS systems enable an enterprise to react
more quickly to their environment, enabling them to push out ahead of the
competition and produce a better service and a larger piece of the pie.

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THEIR PRODUCTS

Mahindra Finance has a wide range of products & services with something to suit
everyones needs. Right from finance for two wheels, tractors, farm equipment,
cars & utility vehicles to commercial vehicles & construction equipment, we also
have a group of experts providing investment advice, surveying available market
products & choosing the most suitable based on the customer requirement.

1. Two Wheelers-
With Their flexible, convenient finance option, simple documentation, quick
processing and competitive interest rates, owning a two- wheeler of your very own
choice is just a few steps away. Whats more, Their extensive branch network in
over 400 locations makes it possible for you to contact us easily and obtain your
loan, wherever you are.
So, whether you want that motorbike, moped, scooter or scooterette, they help
you with customized solutions and make the whole process as easy as childs play.
Acquire your first vehicle. Feel free and stay independent. They make it possible.
2. Car Loans-
Mahindra finance is a preferred financer for M&M as well as all other small car
manufactures in the country. Viz; HM, Hyundai, GM, MUL.
Mahindra finance aims at making sure that we can help your dream of owning your
favorite car come true, in the easiest and most convenient manner.
Their wide range, speed and efficiency, flexible documentation process and
capability of our executives to take quick, smart decisions make sure that the
process of obtaining a car loan is a quick and smooth one.

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3. Utility vehicles loan-
They provide finance range of mahindra utility vehicles. They also provide trade
advance facilities for dealers.
They are constantly trying to further enhance our services, and better our reach. So
that they can help your dreams of owning a mahindra UV come true, in the easiest
and most convenient manner.

4. Tractor Loans-
With the majority of our countrys population engaged in farming and agriculture,
Their farm equipment loans help rural India surge ahead in a big way.
They understand the needs of rural India and customize loans to specific
requirements. This is seen in our flexible repayment options, including quarterly
and half yearly repayment schedules, as well as our branch , enabling one to
contact us anywhere. All this helps to ensure that the entire process of obtaining a
loan remains smooth and simple.
So, obtaining a mahindra tractor and trailer is just few easy steps away, with
mahindra Finance. Its just one of the ways in which we bring Indians closer to
their dreams.

5. Refinance-
If you are trying to fit your family onto a two-wheeler and fed-up of public
transport, then refinance options are for you.
With their quick and easy financial options, you will have the power to own a car
very soon. So be it a marriage in the family or a new job requiring travel, you will
be able to meet all your personal needs and obtain the vehicles of your dreams.

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6. Commercial Vehicle loans-
Mahindra finance offers you commercial vehicle and construction equipment loans
among many others. These vehicles include trucks, busses, Tippers, excavators,
light commercial vehicles and more. They fund new vehicles as well as old, and
will even top-up your existing loans.
With their simple documentation and quick turnaround time, you can be sure they
provide you with the best and most flexible financing solutions to meet your
business requirements.
Their extensive branch network in over 400 locations across the country, as well as
their tie-ups with the leading manufacturers, enable them to serve their customers
in better, way.

7. Personal Loans-
Mahindra finance get financial assistance for marriage related expenses, children
higher education, medical treatment, customer durable, house furniture,
agricultural needs, and exotic holiday or just squash temporary cash requirement.
Whatever be their customer need, personal loans from mahindra finance is the
solution. Key feature of mahindra finance personal loans:
Loans from Rs. 20,000 onwards
Competitive interest rates
Quick processing
Minimal documentations
Service at your door steps

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HUMAN RESOURCE MANAGEMENT IN
MAHINDRA FINANCE

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HUMAN RESOURCE MANAGEMENT
The effective use of people to achieve both organizational and individual goals
The effective recruitment, selection, development, compensation, and utilization of
human resources by organizations
Before few years
H.R manager was only black box
Their role was more closely aligned with personnel and administration functions.
Potent
New H R Role
Recruiting
Hiring
Training
Organization Development
Communication
New H R Role
Coaching
Policy Recommendation
Salary and Benefits
Team Building
Employee Relations
Leadership
HRM HAS INCREASED IN IMPORTANCE SINCE THE
1980S. WHY?
Globalization

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Government regulation
Stronger knowledge/research base
WHAT MOTIVATES EMPLOYEES?
Feeling in on things
Good Salaries
Good working conditions
Job security
Full appreciation of work that is done
Tactful disciplining
Employer loyalty to employees
Interesting work
Promotion and growth in the organization

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OBJECTIVE:-
The objectives of this Research Project Report
o To know that, the employees feel comfortable with these programs .
o To know that, employees are satisfied from these initiative programs.
o To know that, how much these programs are effective ?
o To know the short comings of these policies.
o To know that, what changes we can include to make these initiative
policies more effective.

DATA COLLECTION:-
-- Primary data :- The primary data used in this research is questionnaire.
-- Secondary data :- The Secondary data has been collected from various
pamphlets, brouchers,and website of the organization.

REASEARCH TYPE:-
The Descriptive type of research is used.

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DETERMINING SAMPLE DESIGN:-
Type of universe:- Branch Employees.
Sample unit:- Employees working in Mahindra Finance.
Sample size:- 115 emplyees
.Source list-
Taken 115 employees, for project in this way-
Branch Manager 26
Branch Accountants 35
Dhruvtara Customer Managers 20
Customer Managers 24
Sampling method:-
To do the analysis, questionnaire method is used.

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CUSTOMER SATISFACTION

Customer Satisfaction is the buzzword used by the business people for the success
of organization in the present days. Due to the increases of heavy competition in every product
Line it become difficult for the companies to retain the customers for longer time. So retain the
Customer for longer time the marketer has to do only one things i.e. customer satisfaction .If
Customer is fully satisfied by the product it not only rub the organization successfully but also
Fetch many benefits for the company. They are less process sensitive and they remain customer
For a longer period. They buy addition products overtimes as the company introduce related
Produce related products or improved, so customer satisfactions is gaining a lot of importance in
the present day. Every company is conducting survey on customer satisfaction level on their
products .To make the products up to the satisfaction level of customers.

This project is also done to know the customers satisfaction on the SCHOOL BUS on
behalf of Mahindra and Mahindra Automobiles.

The impact of automobile industry on the rest of the economy has been so pervasive and
momentous that is characterized as second industrial. It played a vital role in helping the nation
to produce higher value good and services and in the enhancing their skills and impose
tremendous demand for automobile.

The decrease in the interest rate and easy available of cars loons from 2 to 3 years, lot of car
manufacturers company facing cut throat competition in the fields of technology and price, So to
gain the market share it is important for the institutes to satisfy its customers and to retain the
reputation and its image.
Customer Satisfaction Strategies Followed By M&M
The different strategies followed by M&M consists of Customer relationship management,
Strategy to providing better facility to the owner, and strategy to provide better after sales service
to customer.

Customer Relationship Management

CRM as a tool was used to create positive word-of mouth, to monitor customer experiences and
generate referrals. A series of CRM activities were implemented with regular direct
communication, events and customer satisfaction surveys, Events, Festive offers,
Rewards Program, etc.

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Product Profile

Mahindra Scorpio Mahindra School Bus

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MILSTONE, AWARDS AND ACCOLADES

M&Ms 61st year was studed with a number of noteworthy achievements, prestigious prizes
and glittering awards.
DUAL HONOURS FOR CHAIRMAN MR. KESHUB MAHINDRA Chairman, Mr.
Keshub Mahindra
Was awarded the Business Visionary Award 2006 instituted by the National Institute of
Industrial Engineering (NITIE), Mumbai.
Chairman, Mr. Keshub Mahindra was also awarded the prestigious IBS Kolkata
Lifetime Achievement Award for his unparalleled contribution to industrial growth and
social and economic development of the community.
The Institute of Chartered Financial Analysts of Indias (ICFAI) India Business School (IBS)
presented it, Kolkata, at the Strategy Summit 2007, held in Kolkata.
SLEW OF HONOURS FOR MR. ANAND MAHINDRA
Mr. Anand Mahindra, VC & MD, Mahindra Group, received a number of prestigious awards in
2006-07, including:
The prestigious CNBC Asia Business Leader of the Year Award for the Year 2006 as
well as the CNBC TV India Business Leader of the Year Award.

The CEO of the Year award at the India Brand Summit 2006 co-sponsored by Business
Standard and ITM Business School in association with Times Now and DNA newspaper.

The LMA Entrepreneur of the Year 2006 award, instituted by the Ludhiana Management
Association (LMA).

The Most Inspiring Corporate Leader of the Year Award by NDTV Profit

The NDTV Profit Car & Bike Award 2007 for Automobile Man of the Year.

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Mr. Anand Mahindra was also nominated as a Member of the Council of the Executive
Committee of the National Sports Development Fund (NSDF) of the Govt. of India. He was
featured in the list of 50 Most Influential Indians in Business Weeks edition dated August 13,
2007
HIGHEST CRISIL RATING FOR M&M
M&M has received the highest Governance & Value Creation rating, CRISIL GVC Level I
from CRISIL for the ability to create value for all stakeholders, while adopting sound corporate
governance practices.

DUN & BRADSTREET AMERICAN EXPRESS CORPORATE AWARDS 2006
Mahindra & Mahindra was rated as the leading Indian company in the Automobile Tractors
sector in the Dun & Bradstreet American Express Corporate Awards 2006. The Automobile
Sector comprises of three categories Passenger Vehicles, Commercial Vehicles and Tractors.
These awards recognize the virtues of size and growth in the awards methodology. M&M ranked
No. 1 in these two segments in the premier Dun & Bradstreet India publication, Indias Top 500
Companies 2006.

MAHINDRA RECEIVES AMITY HR EXCELLENCE AWARD
Mahindra & Mahindra was honored with the Amity HR Excellence Award at the Fourth Amity
Global HR Summit 2007 held at the Amity International Business School, Noida. The Amity HR
Excellence Award recognized Mahindra as one the most admired companies across the global on
account of its innovative strategies for Human Resources Management and Development.
GLOBAL HR EXCELLENCE AWARD FOR M&M
Mahindra & Mahindra won the Global HR Excellence Award for Innovative HR
practices (Manufacturing Sector), in the Asia Pacific HRM Congress, held in Mumbai. These
awards recognize organizations and individuals who have embraced change, encouraged
constructive challenges and demonstrated entrepreneurial skills in the corporate world.

41

M&M WINS BOMBAY CHAMBER GOOD CORPORATE CITIZEN AWARD 2006-07
M&M was presented with the coveted Bombay Chamber Good Corporate Citizen Award 2006-
07 at a glittering ceremony held to celebrate the Chambers 172nd Foundation Day on September
21, 2007. Mr. Bharat Doshi, Executive Director, M&M Ltd. and Mr. Rajeev Dubey, Member of
the Group Management Board and Chairman, Mahindra & Mahindra CSR Council, received the
award on behalf of the company. This Award recognizes and honors conspicuous achievement
by corporate organizations by way of service to the civic community, in addition to outstanding
operational performance. It takes into account several parameters, including Business
Performance, Corporate Interests, Employee Welfare, Customer and Stakeholder Satisfaction
and Social Investment.
GOLDEN PEACOCK AWARD FOR EXCELLENCE IN CORPORATE GOVERNANCE
Mahindra & Mahindra won the coveted Golden Peacock Award for Excellence in Corporate
Governance 2006. This award validates the companys Best-in-Class corporate governance
practices and reflects its transparent and ethical dealings with stakeholders across the entire value
chain. It recognizes the Managements commitment to the highest standards of corporate conduct
and its commitment to Corporate Social Responsibility as a distinct activity that helps build
commendable social values and adds to the ethical fiber of the organization.
BEST AUTOMOTIVE MANUFACTURING SUPPLY CHAIN EXCELLENCE AWARD
Mahindra & Mahindra has been awarded as the organization with the Best Automotive
Manufacturing Supply Chain Excellence. The awards were presented by India
Times Mindscape (Times of India Group) along with the Business India Group at the
Express, Logistics & Supply Chain Awards held in Mumbai on September 28, 2007. A. C.
Neilson is accredited with the research for the award nominees and winners.

42

HIGH RANKINGS FOR MAHINDRA
M&M was ranked second in the prestigious e Most Trusted Car Company in India study
conducted by TNS. M&M scored 127 points, just seven points below the top ranking company,
according to a TNS communiqu.
M&M was ranked 14th in The Economic Times prestigious ET 500 list of top achieving
companies in India? The company has moved up four ranks from last year. To quote from
the ET 500 write-up: M&Ms art-to-part strategy of diversification into the auto parts
value chain and its plans for new platforms for utility vehicles and joint venture with
Renault for Logan have led to a gain in ranks.
M&M was ranked 22nd in Business Indias annual survey of the countrys top companies
- Super 100
M&M was ranked 31st in Business Todays annual survey of Indias most valuable
companies

43

ABOUT MAHINDRA SCHOOL BUS
Mahindra School Bus
Mahindra & Mahindra Limited launched the second generation School Bus in March 2007. The
all-new sports-utility vehicle (SUV) comes with refreshed looks and style. The exteriors and
interiors of the latest School Bus have been designed in way that will find appeal with the
younger generation of car buyers in India. The automobile sports a host of new features, which
perfectly suit the needs of Indian consumers. An off-road SUV, it delivers uncompromising fuel
efficiency and commendable performance on city roads as well.
Get a sneak peek at whats new in the tough new School Bus. Get the lowdown on how it makes
your drive a never before experience.
Engine
New Mahindra School Bus is powered by 2523cc Turbo Charged DI (Direct Injection) diesel
engine, which generates a power of 63.2 PS @ 3200 rpm and 18.4 kgm of torque @ 1440-1500
rpm. The 2.5L engine is much more refined than its previous model. The good, low-end torque
of School Bus allows a smooth ride on gradients and bumpy roads.
Design and Comfort
Mahindra School Bus flaunts a new, sleek front grille and muscular bumper that accentuate the
appearance of its fascia. The rear side appears more sophisticated, with curved clear lens
taillights. Adding to the appeal of the exteriors is the well-contoured door handles. Ergonomics
in the cabin of the all-new School Bus have been reworked to suit the present-day consumer's
desire. Its plush bucket seats offer a greater degree of comfort to the occupants.
Discover the ergonomic drivers seat, the arm rest in the middle row or the multi-directional AC
louvers. There are little touches everywhere to make your drive less of a drive and more of a
pleasant journey.
Interiors
Mahindra School Bus sports a trendy dashboard and instrument cluster. The efficiency of the air
conditioning system has also been improved. The audio system is integrated on the instrument
panel in such a way that the controls are within easy reach of the driver. The new Mahindra
School Bus comes packed with many utility spaces. There are small storage areas for various
passenger needs, which are neatly tucked away in the space-efficient central console.

Ride and Handling

44

New Mahindra School Bus comes equipped with an advanced NGT 520 transmission, along with
synchromesh gears, which allow smooth gearshifts. The automobile's front suspension is built to
withstand tough road conditions, while giving its occupants utmost comfort. A combination of
disc and drum brakes is used in the SUV, which facilitates smooth braking on all road
conditions. The wide radial tyres of School Bus ensure better road grip, safety and improved
handling.
Safety
Mahindra School Bus comes equipped with anti-roll bars that help the vehicle hold to the ground
even on the tightest bends. Its braking system prevents the locking of wheels on slippery roads.
The new SUV also has a long wheelbase, which provides greater stability to the automobile. The
other safety features of Mahindra School Bus include central locking and seat belt/door open
warning.
Style:
The School Bus is built solidly but that didnt stop us from enhancing the sense of security. So
we put in anti-roll bars to help hug the ground even on the tightest bends, brakes that prevent
wheel locking and a seat belt/door open warning system.
From the aggressive grille ornament to the muscular front fascia, low stance fender extensions,
clear lens headlamps and stand out wheel arches there's a lot you can discover in the new School
Bus. All at a dealer near you.
Convenience:
Find space for magazines or maps, slots for bottles or cans, a surprisingly large glove box to
swallow anything you throw into it. Theres even a 12V charging point along with a mobile
holder. So the only thing you have to think about is your destination.

Performance:
The high power and high torque give the School Bus great load carrying capabilities especially
over inclines. The synchromesh gears make gear shifts and even city driving a cinch. And the
unique Mahindra DI engine gives you uncompromising fuel economy too.

45

Variants, Price and Color
The eight variants of new Mahindra School Bus are SLX, DX, DI, XLS, XL, Sports, Invader and
Camper. The SUV is available in five colors, including Apple Red, Fiery Black, Diamond White,
Rocky Beige and Turf Green. The latest version of Mahindra School Bus is priced between Rs
4.60 lakh and Rs 5.61 lakh.
School Bus Overview
Introduction Of School Bus Model
Take on anything starting now with the new Mahindra School Bus. Any road that calls itself
tough had better watch out. The new Mahindra School Bus comes loaded with new features in
style, comfort and convenience. To let you dominate whatever you encounter on the road.
DISCOVER THE TOUGH NEW SCHOOL BUS.
Here's a sports utility vehicle that brings you brand new style with tried and tested performance.
A mid size SUV packed with.
New comforts and conveniences. Choose from five models, to fit your needs or to underline your
style. And own a driving experience that puts you firmly in command.
SCHOOL BUS SLX
The School Bus SLX is the top-of-the-heap model. It has almost every feature on the new
features list. From the new trim on the front grille to the low stance fender or the clear lens
headlamps.
SCHOOL BUS SLE
For style the School Bus SLE matches the SLX in every aspect except one where it scores over
its high-end counterpart - sporty decals. In fact this is the only model with decals on it.
SCHOOL BUS DI
The spirit of the tough new School Bus without the frills is the best description for the School
Bus DI. The style, the aggression, the authority is all there minus the creature comforts and
conveniences.
The spirit of the tough new School Bus without the frills is the best description for the School
Bus DI. The style, the aggression, the authority is all there minus the creature comforts and
conveniences. Click on the related links to get an outside-in picture of Mahindras new vehicle.

46

SCHOOL BUS DI Plus
Like its higher-end brothers, the Plus too has most of the style features found on the SLX list.
And if you care for more comforts and conveniences on the inside then all you have to do is
choose the power steering option.
SCHOOL BUS VLX
The new School Bus VLX comes built-in with extraordinary power, thanks to the new steroid-
pumping 97 HP (71.5 KW) CRDe engine. This School Bus variant comes equipped with all you
would expect from India's No.1 SUV brand and much more. The noise-reducing, refined NVH
package clearly tells everything outside to 'shut up'. The Voice Assist System will make you
want to listen to this brute, once in a while. The sturdy suspension makes taking on any terrain a
breeze, while enhanced braking system makes sure you stay on the road.

47

OBJECTIVES OF THE STUDY

Customer Satisfaction Mahindra Finance School Bus

48

CUSTOMER SATISFACTION

The study has been under taken to analyze the customer satisfaction towards all variant of
Mahindra Finance SCHOOL BUS in Lucknow.

Objectives are:

To gather information about customer satisfaction toward School Bus in the geographic
region of Lucknow

To know the customer perception about features, low maintenance cost and looks of
School Bus.

To know the customer satisfaction about the safety and comfort provided by School Bus.

49

RESEARCH METHODOLOGY

Research Design
Research Process
Data collection
Samples size
Errors in the study
Scope and the Limitation of the study

50

Research Methodology
A research process consists of stages or steps that guide the project from its conception through
the final analysis, recommendations and ultimate actions. The research process provides a
systematic, planned approach to the research project and ensures that all aspects of the research
project are consistent with each other.
Research studies evolve through a series of steps, each representing the answer to a key question.
INTRODUCTION
This chapter aims to understand the research methodology establishing a framework of
evaluation and revaluation of primary and secondary research. The techniques and concepts used
during primary research in order to arrive at findings; which are also dealt with and lead to a
logical deduction towards the analysis and results.
RESEARCH DESIGN
I propose to first conduct a intensive secondary research to understand the full impact and
implication of the industry, to review and critique the industry norms and reports, on which
certain issues shall be selected, which I feel remain unanswered or liable to change, this shall be
further taken up in the next stage of exploratory research.
This stage shall help me to restrict and select only the important question and issue, which
inhabit growth and segmentation in the industry.
The various tasks that I have undertaken in the research design process are:
Defining the information need
Design the exploratory, descriptive and causal research.

RESEARCH PROCESS
The research process has four distinct yet interrelated steps for research analysis it has a logical
and hierarchical ordering:
Determination of information research problem.

Development of appropriate research design.

Execution of research design.

Communication of results.

51

Each step is viewed as a separate process that includes a combination of task, step and specific
procedure. The steps undertake are logical, objective, systematic, reliable, valid, impersonal and
ongoing.

EXPLORATORY RESEARCH
The method I used for exploratory research was
Primary Data
Secondary data
PRIMARY DATA
New data gathered to help solve the problem at hand. As compared to secondary data which is
previously gathered data. An example is information gathered by a questionnaire. Qualitative or
quantitative data that are newly collected in the course of research, Consists of
original information that comes from people and includes information gathered from
surveys, focus groups, independent observations and test results. Data gathered by the researcher
in the act of conducting research.
This is contrasted to secondary data, which entails the use of data gathered by someone other
than the researcher information that is obtained directly from first-hand sources by means of
surveys, observation or experimentation. Primary data is basically collected by getting
questionnaire filled by the respondents.
SECONDARY DATA
Information that already exists somewhere, having been collected for another purpose. Sources
include census reports, trade publications, and subscription services. There are two types of
secondary data: internal and external secondary data. Information compiled inside or outside the
organization for some purpose other than the current investigation Researching information,
which has already been published? Market information compiled for purposes other than the
current research effort; it can be internal data, such as existing sales-tracking information, or it
can be research conducted by someone else, such as a market research company or the U.S.
government.
Secondary source of data used consists of books and websites
My proposal is to first conduct a intensive secondary research to understand the full impact and
implication of the industry, to review and critique the industry norms and reports, on which
certain issues shall be selected, which I feel remain unanswered or liable to change, this shall be
further taken up in the next stage of exploratory research.

52

DESCRIPTIVE RESEARCH
STEPS in the descriptive research:
Statement of the problem
Identification of information needed to solve the problem

Selection or development of instruments for gathering the information

Identification of target population and determination of sampling Plan.

Design of procedure for information collection

Collection of information

Analysis of information

Generalizations and/or predictions

DATA COLLECTION
Data collection took place with the help of filling of questionnaires. The questionnaire e method
has come to the more widely used and economical means of data collection. The common factor
in all varieties of the questionnaire method is this reliance on verbal responses to questions,
written or oral. I found it essential to make sure the questionnaire was easy to read
and understand to all spectrums of people in the sample. It was also important as researcher to
respect the samples time and energy hence the questionnaire was designed in such a way, that its
administration would not exceed 4-5 mines. These questionnaires were personally administered.
The first hand information was collected by making the people fill the questionnaires. The
primary data collected by directly interacting with the people. The respondents were contacted at
shopping malls, markets, places that were showrooms and near to showrooms of the consumer
durable products etc.
The data was collected by interacting with 40 customer and 15 employees respondents who
filled the questionnaires and gave me the required necessary information. The respondents
consisted of housewives, students, businessmen, professionals etc. The required information
was collected by directly interacting with these respondents.

53

Determination the sample plan and sample size
TARGET POPULATION
It is a description of the characteristics of that group of people from whom a course is intended.
It attempts to describe them as they are rather than as the describer would like them to be. Also
called the audience the audience to be served by our project includes key
demographic information (i.e.; age, sex etc.).The specific population intended as beneficiaries of
a program. This will be either all or a subset of potential users, such as adolescents, women, rural
residents, or the residents of a particular geographic area. Topic areas: Governance,
Accountability and Evaluation, Operations Management and Leadership.
A population to be reached through some action or intervention; may refer to groups
with specific demographic or geographic characteristics. The group of people you are trying
to reach with a particular strategy or activity. The target population is the population I want to
make conclude an ideal situation; the sampling frames to matches the target population. A
specific resource set that is the object or target of investigation. The audience defined in age,
background, ability, and preferences, among other things, for which a given course of instruction
is intended. I have selected the sample trough Simple random Sampling
SAMPLE SIZE:
This involves figuring out how many samples one need.
The numbers of samples you need are affected by the following factors:
Project goals

How you plan to analyze your data

How variable your data are or are likely to be

How precisely you want to measure change or trend

The number of years over which you want to detect a trend

How many times a year you will sample each point

How much money and manpower you have

54

SAMPLE SIZE
I have targeted 40 customer and 15 employees in the age group above 21 years for the purpose of
the research. The target population influences the sample size. The target population represents
the Lucknow ., Bikaner (for employees) regions. The people were from different professional
backgrounds. The details of our sample are explained in chapter named primary research where
the divisions are explained in demographics section.
ERRORS IN THE STUDY
Interviewer error
There is interviewer bias in the questionnaire method. Open-ended questions can be biased by
the interviewers views or probing, as interviewers are guiding the respondent while the
questionnaire is being filled out.
The attitudes the interviewer revels to the respondent during the interview can greatly affect their
level of interest and willingness to answer openly. As interviewers, probing and clarifications
maximize respondent understanding and yield complete answers, these advantages are offset by
the problems of prestige seeking, social desirability and courtesy biases.
Questionnaire error
The questionnaire designing has to careful so that only required data is concisely reveled and
there is no redundant data generated. The questions have to be worded carefully so that the
questions are not loaded and does not lead to a bias in the respondents mind
Respondent error
The respondents selected to be interviewed were not always available and willing to co operate
also in most cases the respondents were found to not have the knowledge, opinion, attitudes or
facts required additionally uninformed response errors and response styles also led to survey
error.
Sampling error
We have taken the sample size of 40 customer and 15 employees, which cannot determine the
buying behavior of the total population. The sample has been drawn from only Lucknow .
Region.

55

Research Design
Research design is a conceptual structure within which research was conducted. A research
design is the detailed blueprint used to guide a research study towards its objective. It is a series
of advanced decision taken together comprising a master plan or a model for conducting the
research in consonance with the research objectives. Research design is needed because it
facilitates the smooth sailing of the various research operations, thereby making research as
efficient as possible yielding maximum information with the minimum effort, time and money.

Scope and the Limitation of the study

The scope of study is limited to the respondents are selected from in and around
Lucknow ..

The project is carried out for the period of 45 days only.

Measurement of customer satisfaction is complex subjects, which uses non-objectives
method, which is not reliable.

The sample unit was also 40+15 respondents.

However, Mahindra and Mahindra Automobile showrooms are located in other places i.e.
locally and even in the neighboring states. Only opinion of respondents of Allahabad city
was consider for finding out the opinions of respondents.

56

DATA ANALYSIS & INTERPRETATION

Customer Satisfaction

57

Customer satisfaction
Table No. 1 Satisfaction towards Mahindra Finance School Bus

Interpretation 1:
The sample drawn on probability basis shows that 80% of the customers were satisfied with
School Bus variant and only 20% were not satisfied with School Bus variant.
Observation:
Most of the respondents approached were satisfied with School Bus

satisfied
80%
dissatisfied
20%
Satisfied Dissatisfied
80% 20%

58

Table No: 2 Factors affecting customer satisfaction towards Mahindra School Bus
Factor No. of Respondent Percentage

Interpretation 2:
The sample drawn on the probability basis clearly shows that 35% (14respondents)
are the opinion that low maintenance is the satisfaction factor School Bus and 20 %( 8
respondents) of them who view After Sales Service as a vital factor for customer satisfaction.
Followed by Comfort which corresponds to 18 %( 7 respondents), Style with 15 %( 6
respondents) and only 12 %( 5 respondents) of them view that feature of School Bus as
satisfaction factor.
Observation:
Majority of the respondent are of the idea that low maintenance of the top most feature
contributing to customer satisfaction followed by after sales services comfort style and features
As such, Mahindra should focus on the aspects, which will enhance the customer satisfaction and
thus the market share

feature
12%
Low maintenance
35%
Comfort
18%
Style
15%
After Sales Service
20%

59

Table No: 3 Customer opinions towards fuel consumption.
Factor No. of Respondent
Extremely Satisfied 10
Satisfied 20
Neutral 7
Dissatisfied 3

Interpretation 3:
100% of the respondents 50% of the respondents approached were satisfied with the fuel
consumption of the School Bus. Followed by 25% was extremely satisfied, 17% are neutral and
rest of the 8% is more dissatisfied with fuel consumption of School Bus.
Observation: As majority of the respondents are satisfied with the fuel consumption of
Mahindra School Bus, the company should maintain the same standard and it is suggested to
come up with suitable measure to reduce the negative opinion among the consumer who are of
the opinion that the fuel consumption is a dissatisfying factor.

Extremely Satisfied
25%
Satisfied
50%
Neutral
17%
Dissatisfied
8%

60

Table No: 4 Customer opinions toward Safety and Comfort.
Satisfied 19
Neither Satisfied & Dissatisfied 8
Dissatisfied 4

Interpretation 4:
100% of the respondents 48% of the respondents approached were satisfied with the safety and
comfort feature of the School Bus. Followed by 22% was extremely satisfied, 20% are neutral
and rest of the 10% was dissatisfied with safety and comfort feature of School Bus.
Observation: As majority of the respondents are satisfied with the safety and comfort feature of
Mahindra School Bus, the company should maintain the same standard and it is suggested to
come up with suitable measure to reduce the negative opinion among the consumer who are of
the opinion that the fuel consumption is a dissatisfying factor.

Extremely Satisfied
22%
Satisfied
48%
Neither Satisfied &
Dissatisfied
20%
Dissatisfied
10%

61

Table No: 5 Customer opinions toward Design.
Satisfied 16
Neutral 11
Dissatisfied 5

Interpretation 5:
100% of respondents 40% of the respondents approached were satisfied with the Design of the
School Bus. 20% were more satisfied, 27% of them neutral and 13% are dissatisfied with the
design of the School Bus.
Observation:
As majority of the respondents are satisfied with the design of Mahindra School Bus, the
company should maintain the same standard and it is suggested to come up with suitable
measure to reduce the negative opinion among the consumer who are of the opinion that the fuel
consumption is a dissatisfying factor.

Extremely Satisfied
20%
Satisfied
40%
Neutral
27%
Dissatisfied
13%

62

Table No: 6 Customer opinions toward space availability in Mahindra School Bus.
More Satisfied 11
Satisfied 21
Neither Satisfied & Dissatisfied 7
Dissatisfied 1

Interpretation 6:
The sample drawn on the probability basis shows that out of 100% of respondents 52% of the
respondents approached were satisfied with the space availability of the School Bus. 27% were
more satisfied, 18% of neither satisfied and dissatisfied and 3% are dissatisfied with the space
availability of the School Bus.
Observation:
As 70% of the respondents are happy with the space availability of the Mahindra School Bus
vehicle, it can be conducted that the company has undertaken proper R&D in this aspect. The
30% of the respondents who have answered negatively may be comparing with the vehicle in the
same category launched very recently.

More Satisfied
27%
Satisfied
52%
Neither Satisfied &
Dissatisfied
18%
Dissatisfied
3%

63

Table No: 7 Customer satisfactions toward Maintenance of Mahindra School Bus
Satisfied 20
Neutral 8
Dissatisfied 3

Interpretation 7:
respondents approached were satisfied with the maintenance of the School Bus. 22% were
extremely satisfied, 20% of neutral and 8% are dissatisfied with the maintenance.
Observation:
Though majority of the customer are satisfied that the maintenance cost of Mahindra School Bus
is less, around 20% are not satisfied which may be because of comparison of School Bus with
the newly launched competing brands coming with even lower maintenance cost.

Extremely Satisfied
22%
Satisfied
50%
Neutral
20%
Dissatisfied
8%

64

Table No: 8 Customer awareness about power steering.
Option No. Of Respondent No. Of Respondents (%)
Aware 32 80%
Unaware 8 20%
Total 40 100%

Interpretation 8:
Out of 100% of respondents, 80% of the respondents approached were aware of the power
steering present in some variant of School Bus and 20% were not aware of the power steering
present in some variant of School Bus.
Observation:
Most of the respondents approached were aware of power steering system introduced in some
variants of School Bus.

Aware
80%
Unaware
20%

65

Table No: 9 Customer perceptions about School Bus
Very Good Good Average Bad Very Bad
8 19 8 5 -

Interpretation 9:
respondents gave Good response to School Bus. 20% gave Very Good response, 20% gave
Average response and 13% gave bad response to School Bus.
Observation:
As 67% of the respondents are satisfied that they are happy with School Bus, it satisfies
that the customer satisfaction levels are very high. If the company were to identify the pitfalls in
their product and undertake remedial measure, thus it will lead to more good word of mouth
publicity.

Very Good
20%
Good
47%
Average
20%
Bad
13%
Very Bad
0%

66

FINDINGS

67

FINDING

Based on the data gathered by administrating schedules to customers the following observations
are made.

1. Mahindra School Bus has excellent percentage of customer satisfaction according to the
data shown in table 1 of the data analysis and Interpretation topic.

2. Most of the people are satisfied with its low maintenance cost and after sales service
provided by Mahindra School Bus.

3. Based on the fuel consumption, most of the people are satisfied with it.

4. Based on Safety and Comfort, Design, Space, Maintenance most of the people are
satisfied with it.

5. Large numbers of School Bus user are aware of its power steering.

6. If we took the satisfaction level of people toward School Bus, it becomes good.

7. Its features and style satisfy most of the people.

8. Employees are completely strongly satisfied with their job although their salary is good
enough.

9. Employees are getting value to their work.

10. There is negatively comparison between peers especially regarding targets.

11. They often feel overworked.

68

RECOMMENDATION

1. Mahindra Company has to implement good customer relationship management
strategy that enhances customer satisfaction level.

2. The company can for the undertake R&D to improve the existing feature which field help
increase in the customer satisfaction.

3. The company should promote about the entire feature offered by it.

4. As majority of the customer give opinion that they are satisfied is the factor, services and
design of the product of the company should taken not only maintain the existing
standard but also enhance them.

To increase the job satisfaction level of the employees the company should concentrate mainly
on the incentive and reward structure rather than the motivational session.

1. Ideal employees should concentrate on their job.

2. Educational qualification can be the factor of not an effective job.

3. Company should give promotion to those employees who deserve it.

69

CONCLUSION

1. Mahindra School Bus has a very good market share in the state of Lucknow .
2. The company is offering good services, which is reflected on the satisfaction of the
customer.

3. Majority of the customer are satisfied with the design of the School Bus.

70

BI BLI OGRAPHY

www.mahindra&mahindra.com
www.mahindraSchool Bus.com
www.google.com
www.indiaindustry.com

71

QUESTIONNAIRE

72

Customer Satisfaction Questionnaire

a) Name .. b) Occupation ..
c) Age .. d) Income.
e) Address:-..
1) Are you a satisfied with Mahindra School Bus?
a. Yes
b. No

2) If Yes Which factor you consider is satisfies you most?
a. Feature
b. Low Maintenance
c. Looks
d. After Sales Service

3) Are you satisfy with the fuel consumption of SCHOOL BUS?
a. Extremely Satisfied
b. Satisfied
c. Neutral
d. Dissatisfied

73

4) Are you satisfied with the Safety and Comfort of SCHOOL BUS?
b. Satisfied
c. Neutral
d. Dissatisfied

5) Are you satisfied with the Design?
b. Satisfied
c. Neutral
d. Dissatisfied
6) Are you satisfied with space available in SCHOOL BUS?
b. Satisfied
c. Nor Satisfied & Dissatisfied
d. Dissatisfied
7) Are you satisfied with Maintenance cost?
b. Satisfied
c. Neutral
d. Dissatisfied
8) Are you aware about power steering present in School Bus?

74

a. Yes
b. No
9) Your general perception about School Bus.
a. Very Good
b. Good
c. Average
d. Bad
10) Do you want to give any suggestion about any change in the School Bus?

a. Very Good
b. Good
c. Average
d. Bad

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