“A COMPARITIVE STUDY ON DEALER SATISFACTION ON SERVICES PROVIDED BY FUEL INJECTOR COMPANIES”. BY VINOD.G Reg. No.

31708631120 OF DEPARTMENT OF MANAGEMENT STUDIES ST.JOSEPH’S COLLEGE OF ENGINEERING Accredited by NBA (ISO 9001:2001 Certified institution) Approved by AICTE New Delhi & Affiliated to Anna University , Chennai- 600 119. A PROJECT REPORT Submitted to the FACULTY OF MANAGEMENT STUDIES In partial fulfillment of the requirements For the award of the degree Of MASTER OF BUSINESS ADMINISTRATION IN FINANCE & MARKETING

ANNA UNIVERSITY SEPTEMBER- 2009

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ST .JOSEPH’S COLLEGE OF ENGINEERING JEPPIAR EDUCATIONAL TRUST JEPPIAR NAGAR, RAJIV GANDHI ROAD, CHENNAI – 119 (Affiliated to Anna University)

BONAFIDE CERTIFICATE Certified that the project report on “A COMPARITIVE STUDY ON DEALER
SATISFACTION ON SERVICES PROVIDED BY FUEL INJECTOR COMPANIES” is the bonafide work of VINOD.G who carried out the project

work under my supervision. Certified further that to the best of my knowledge the reported herein does not form part of any other project report or dissertation on the basis of which a degree or award was conferred on an earlier occasion on this or any other candidate.

Dr.R.Radjamanogari M.B.A.,Ph.D
INTERNAL GUIDE Dept of Management studies St.Joseph’s College of Engg Rajiv Gandhi Road, Chennai – 600 119.

Dr. Jayashree Krishnan, B.Sc., M.B.A., Ph.D
HEAD OF THE DEPARTMENT Dept of Management studies St.Joseph’s College of Engg Rajiv Gandhi Road, Chennai – 600 119

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DECLARATION

I, VINOD.G, student of DEPARTMENT OF MANAGEMENT STUDIES, ST.JOSEPH’S COLLEGE OF ENGINEERING, CHENNAI would like to declare that the project titled “A COMPARITIVE STUDY ON DEALER SATISFACTION
ON SERVICES PROVIDED BY FUEL INJECTOR COMPANIES” done at

Delphi-TVS Diesel systems Ltd., Chennai, Tamil Nadu for the partial fulfillment of M.B.A course of ANNA UNIVERSITY is my original work.

Place: Date: (VINOD.G)

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ABSTRACT
The project work was undertaken in Delphi-TVS diesel system limited, located in Mannur, Chennai. The topic was “A COMPARITIVE STUDY ON
DEALER SATISFACTION ON SERVICES PROVIDED BY FUEL INJECTOR COMPANIES”. In this study a comparative analysis of FIE companies is

performed by the satisfaction level of different automobile service dealers such as FORD, TATA, FIAT, and MAHINDRA & RENAULT considering certain aspects. This comparative analysis was performed for the following FIE companies, Delphi-TVS, BOSCH, SIEMENS and DENSO LIMTED. The research was done on the basis of Primary data collected from the different automobile service dealers .Primary data were taken for the Analysis, for the duration of 15days. Technical tools were applied on the satisfaction level of automobile service on different variables in order to determine the effectiveness of four FIE manufacturing companies. The technical tools used were, FREQUENCY TABLE, KRUSKALWALLIS TEST, ONE-WAY ANOVA and POST-HOC TEST.

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ACKNOWLEDGEMENT
At the outset, I thank God for granting me the opportunity to complete my project. I would like to express my gratitude and extent my best wishes to all people who guided , inspired and motivated me during this project I would like to express my sincere thanks to our beloved chairman Thiru. Dr. JEPPIAR, M.A., B.L., Ph.D., for his sincere endeavor in educating us in his premier institution and our Director. Dr. Babu Manoharan M.A., M.B.A., Ph.D., who was responsible to molding our things to complete this project. I would also like to express my thanks to our Principal Dr. Jolly Abraham, M.E., Ph.D., and the head of department Dr. Jayashree Krishnan B.Sc., M.B.A, Ph.D., for their guidance and advice all through our tenure.

I would like to express my deep gratitude to my guide Dr.R.Radjamanogari M.B.A, Ph.D., for her guidance and motivation.
I am thankful to DELPHI-TVS, Mannur for providing me an opportunity to undergo training. My sincere gratitude to Mr. Sandeep Srivatsava, AGM, Marketing, of DelphiTVS without whose motivation and encouragement this report would not have been possible. My sincere thanks to Mr.Vijay Maran, Officer, Marketing of Delphi-TVS for providing constant help during the period of training. I gratefully remember all the members who helped me in one way or other, directly or indirectly and I pray to god for their happiness.

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Sr No Abstract Acknowledgement

TOPIC

Page No. I II

1 1.1 1.2 1.3 1.4 1.5 2 3 4 Company Profile

INTRODUCTION
9 18 18 19 19

Need for the study Scope of the study Objective of the study Limitations of the study REVIEW OF LITERATURE RESEARCH METHODOLOGY

20

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ANALYSIS AND INTERPRETATION

26

5

FINDINGS, SUGGESTIONS & CONCLUSION

62

6

BIBLIOGRAPHY

63

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APPENDIX

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CHAPTER I

1. INTRODUCTION
Fuel injection is a system for mixing fuel with air in an internal combustion engine. It has become the primary fuel delivery system used in gasoline automotive engines, having almost completely replaced carburettors in the late 1980s. Marketing is essentially about marshalling the resources of an organization so that they meet the changing needs of customers on whom the organization depends. As a verb, marketing is all about how an organization addresses its markets. Marketing is “The management process which identifies anticipates and supplies customer requirements efficiently and profitably”. “Marketing is a total system of interesting business activities defined to Plan, piece, promote and distribution want satisfying products & services to present and potential consumers” - William. J. Stantion “Marketing is the performance of business activities that direct the follow of goods and services from the producer to the consumer or user”

- American Marketing Association
A social and managerial process, by which individuals and groups obtain what they need and want, through creating and exchanging product and value with others. Customer satisfaction begins with a difficult faith; it starts with a commitment to deliver the result for each customer which is also a concern of the dealers. Hence for a manufacturing company, in order to satisfy its customers, it is highly important to satisfy its dealers, as they are the direct customers to them. Establishing satisfaction as the ultimate goal is like the other ultimate goals of business pursuit of higher profits or shareholders wealth.

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Perfect dealer service or satisfaction is one that meets the combined need satisfaction is a systemized service that involves the entire organization. But many organizations have yet to develop this kind of awareness of dealer satisfaction strategy. Dealer Satisfaction begins with the following specific assumptions about company’s relationship with the customers. 1. The dealer service activities focus mainly on existing dealers. 2. Some dealers are more important than others 3. They are the assets. 4. The dealer is always specific. The dealer needs and value should influence every aspect of the organization strategy, employee safety and performance, product and organization strategy, employee safety and performance, product and service development, sales and marketing programs, operational procedures and information and measurement system.Understanding the dealer is critical to the success of any customer focus initiative, the first step in understanding the dealers is to listen to them. A company needs to hear what its dealers are saying about its people, product service and vision. Their information helps to develop meaningful product and service. Organizations need to listen to their dealer satisfied, dissatisfied neutral and prospective. As one company executive said, “talking to a satisfied customer is talking to myself”. In the past, dealer satisfaction and service was the responsibility of a separate organization that supported the dealer primarily after the sale. Today, service is also likely to be interested with the every product accompany offers. High dealer satisfaction comes from providing effective services. But giving that service is a continuous activity. It means being efficient, reliable, courteous, curing and professional every time.

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1.1. Company Profile
Delphi TVS
Delphi-TVS is a joint venture between Delphi Corporation, USA and T.V. Sundaram Iyengar & Sons, India manufacturing Diesel Fuel Injection Equipment for Cars, Sports Utility and Multi Utility Vehicles, Light Commercial Vehicles, Tractors, Single & Two Cylinder engines. Delphi is the largest automotive supplier in the world and TVS is the largest automotive systems supplier in India. The company has a track record of sustained growth since it was set up. Delphi-TVS have obtained ISO/TS 16949 and ISO 14000 certifications. The company has been honored by the ACMA Gold Award for Manufacturing Excellence, ACMA Technology Award, Manufacturing Excellence Gold Award from Frost & Sullivan and Delphi Asia Pacific Environmental Excellence Award. Delphi-TVS have also won the JIPM TPM Excellence Award (First Category). Delphi-TVS has invested extensively on facilities, which include engine test cells, emissions test equipment, endurance test rigs, pump calibrating rigs and CAD systems to develop products and applications to meet the ever increasing demands of customer requirement.

Vision & culture
To be recognized by the customers as their best supplier of Diesel Fuel injection Systems. Striving for excellence and exceeding customer’s expectations.Our customers and community have recognized Delphi India's commitment to improvement, quality, health and safety, and the environment. We are proud to have received the following awards:

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Achivements:

2008
o

"2008 Cost Effectiveness Award" from Tata Motors for supplying highquality and cost-effective electronics and safety products for the Tata Nano platform "Overall Performance Award" from Maruti Suzuki "Haryana State Safety & Welfare Award, 2006" with first prize for "Longest Accident Free Period" in the small scale industries category

o •

2007
o

2006
o o

Award for "0" PPM (parts per million) Quality Performance from Nissan Quality Certificate from Toyota Achievement Award for Quality and Delivery from Honda Scooters and Motorcycles India (HSMI)

2005
o

2004
o

Health & Safety Leadership Award for completing eight years without a Lost Work Day/Recordable from the National Safety Council

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Some Clients of Delphi-TVs

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Some of their Products

Light Duty common Rail

Diesel common Rail

Medium Duty common Rail

Twin CYL UPCR

SINGLE CYL UPC

TVS-053

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Vehicle and Product Application
The following are some of the Products offered by the company and their corresponding applications in various vehicles.

VEHICLE Heavy Duty

PRODUCT APPLICATION Medium duty Rail System(MDCR)

Car/MUV’s/SUV’s

Light

Duty

Common

Rail(LDCR),

Rotary

DPCN

Electronic

Small/LTV

Unit Pump Common Rail System, Mechanical unit Pump

Tractors

Rotary DP 210, Rotary STP -2

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BOSCH
COMPANY PROFILE
As the world's leading manufacturer of diesel injection systems, Bosch has available the perfect system for every customer and every application. Fuel Injection Equipment often referred to as the heart of the engine, plays a major role in its performance, emission and reliability. Fuel Injection Equipment plays a critical function of injecting a metered quantity of fuel, at a predetermined time and in a predetermined fashion. For a given engine, the requirements vary with speed, load and operating conditions. The requirements also vary from engine to engine. With technical developments made in both in the engine and fuel injection equipment over the last few years, diesel vehicles have changed their image from being sluggish and noisy to a more sporty, cleaner and comfortable one. Diesel Fuel Injection Equipment (FIE) has been the core business of Bosch Ltd., right from its inception in 1951. Today Bosch Ltd.continues to be a supplier of FIE to a majority of Original Equipment Manufactures (OEMs) with a market share of over 81%. Bosch Ltd. has also earned a place for itself, in the Bosch world, where it has been identified as Center of Competence for Single Cylinder pumps, Multi-Cylinder Inline ('A' and ‘P” type) and Distributor pumps (Mechanical and Electronic type). In addition to the range of mechanical pumps, Bosch Ltd. with the support of Bosch has introduced Electronic Diesel Control (EDC) systems such as Distributor pumps (Electronic type) and Common Rail Systems (CRS) in India.

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6.2.2 Some Clients of Bosch

SIEMENS INDIA
COMPANY PROFILE The Siemens Group in India is a unique player in the field of electrical and electronics engineering. We have the capability to integrate diverse products, systems and services into turnkey solutions across the life- cycle of a project. Innovation is our strength. But it’s not the only one. Our customers also know that they can rely on us to execute quality projects, while delivering value. In all areas of our operation, we provide the complete range of offerings. In the Energy sector, our expertise ranges from power plants to turbines and in the Industry sector, we build airports, as well as produce contactors. In Transportation, we deliver complete high-speed trains, right down to safety relays, whereas in Lighting, we illuminate large stadiums and also manufacture small light bulbs. In Healthcare, we execute complete solutions for hospitals, as also provide “in- the canal” hearing aids. And, the thread that connects all our businesses is Information technology. We have a wide presence across the country, where our operations include 17 manufacturing plants and an extensive network of Sales and Service offices. We are also part of a vast global network of 475,000 people, operating in over 190 countries, which serves to enhance our standing.

Drive Technologies (DT) Siemens Drive Technologies has been enhancing customer productivity and efficiency in industries ranging from aerospace, automobiles, and oil and gas to plastics, packaging, logistics and material handling. The division offers complete electrical and mechanical technologies and components including standard and large drives applications covering the entire drive train.

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Drives Technology Factory and Process Automation Low Voltage Switchgear and Motor Manufacturing Execution Systems Products and Systems for Industry Products for Building and Infrastructure Windmill Generators Services, Maintenance and Support Training

DENSO
COMPANY PROFILE
DENSO, as one of the leading global suppliers of advanced technology, systems and components, serves most the world's major car makers. Our diverse product line includes car air conditioning and heating systems, electrical automotive and electronic control products, fuel management systems, radiators, instrument panel clusters, filters, robotics, telecommunication products and information processing devices. DENSO has accumulated more than 50 years of experience in the automotive industry and in this span of time, established 115 international companies in 31 countries with approximate total staff strength of 95,000 associates (worldwide). Within the Asia-Pacific region, there are 45 companies in 12 countries with 32,800 associates. Working to become a Corporation with a broader social presence, DENSO does not stop at technology innovations that make the automobile more environmentally friendly, safer and pleasant to drive, but is also venturing into areas that will help foster and enhance our social connections with people.

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We are extending our technological know-how of robots development in the hope of creating a more environment-friendly workplace. DENSO is also expanding into the world of personal communication by forming R&D tie-ups with some of the world's largest companies to translate our technology of car electronics into world-class IT products. As our business expands, we become more aware of the impact that our operations have on the environment. As such, we are working harder to achieve harmony with economic prosperity and environmental protection by planning to reduce waste, emissions and air and water pollution even before production begins. In order to achieve this, we, at DENSO, monitor the chemicals used in our operations and in particular, commit itself to the ongoing development of alternatives to lead. It is, thus, our hope that through our technological innovations and dedication to making the world a more pleasant place to live in, we will succeed in developing the automotive industry into one of the largest industries in the 21st century in the region.

GLOBAL MISSION
Contributing to a better world by creating value together with a vision for the future.

COMPANY VISION
To Maximize DENSO's growth and management efficiency throughout Asia with foresight, expertise, planning and action.

CUSTOMERS
To gain customer's trust through our innovative solution and service, and by synergizing function, production and sales.

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1.2. NEED OF THE STUDY
As there are a number of dealers dealing with Fuel Injection Products, the study was conducted to know the automobile service dealers satisfaction towards Delphi-TVS and their competitors. This in turn enables the company to enhance its stringent competitiveness in the auto parts market.

1.3. OBJECTIVES
1. To carry out a comparative analysis of fuel injector companies according to the satisfaction level of automotive service dealers. 2. To find the factors influencing the dealers to deal with FIE Products and their respective manufacturing companies. 3. To identity the dealers’ suggestions with respect to FIE.

1.4. SCOPE OF THE STUDY
1. The project is focused on the selected dealers in Chennai city. 2. The data collection is carried out in Chennai for a period of 10 days. 3. The project focuses on the quality, reliability, reponse time, support, satisfaction level and price level of the FIE products and their respective manufacturers. 4. The study enables to know the expectation of the dealers and consequently the customers. 5. The project highlights the scope for future improvements on the basis of present scale.

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1.5. LIMITATIONS OF THE STUDY
1) Since the survey was done only in Chennai the result obtained may not be taken as universal suggestion. 2) Quality of the information highly dependent on the knowledge of the respondents. 3) Concern person of in charge of the service centre may change, so that their assessment of the product and the relationship with the company officials could not be adequate.

Vs.

Vs

vs

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CHAPTER II

2. REVIEW OF LITERATURE

2.1 RESEARCH ANALYSIS: Review of fuel injection systems - Dr Sebastian Schilling 29 June 2009 | Source: just-auto.com editorial team Fuel injection systems squirt atomised fuel into the cylinders of an internal combustion engine. They use a series of single- or multi-hole nozzle injectors to spray fuel into the combustion chamber. Dr Sebastian Schilling, Engineering Director Europe, Gasoline EMS & Powertrain Products, Delphi Powertrain Systems based in Bascharage, Luxembourg, believes regulations that impact powertrain for the foreseeable future are already making an increased penetration of GDI an imperative. "As consumers recognise the benefits of the new generation of boosted gasoline engines, there will be an increased customer pull for these powertrains. Furthermore, as the technology matures and volumes increase, the enhanced value proposition will further improve penetration for downsized, boosted GDI engines when compared with the alternatives." Since its acquisition of Siemens VDO Automotive in July 2007, Continental has become a major player in fuel injection systems market. Continental's Engine Systems business unit offers electronically controlled injection systems for gasoline and diesel engines. "We see more and more GDI engines in the development phase in Europe with a tendency towards smaller engines," company executives told just-auto. "Despite some applications with piezo injector and stratified charge, the main trend seems to be stronger downsizing with GDI and turbocharging, for the time being with homogeneous combustion."

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Schilling adds that we could see more combinations of turbocharging and direct fuel injection in the next few years. He said: "GDI together with boosting enables gasoline engines to have the low-end torque and driving performance that customers love. When coupled with good NVH [noise, vibration and harshness], the engine's performance should make gasoline engines very competitive with diesels from a customer's perspective."

2.2 Global market review of fuel injection systems – forecasts to 2016 Published August 2009 In India and China, Bosch expects to see growth in common-rail systems. At present, just one-fifth of the company’s total production of high-pressure injection systems is for the markets in Asia and the Americas, but by 2015 this figure will be nearly 50%. The driving force behind this development is emission standards that can only be fulfilled with high-pressure injection systems. Continental: "We think that, in the future, we will see more engines in the US with a combination of turbocharging and direct injection to implement the downsizing technology." Delphi: "GDi will be its own success story in combination with turbocharging and similar technologies that diesel engines undertook. Combining fun-to-drive with excellent fuel economy is the path for the future. I look for all other gasoline technologies to be add-ons to this basic configuration." In this, the fifth edition of this report, just-auto reviews the key market drivers for fuelinjection systems, and updates the market analysis.

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2.3 GERMANY: Expansion of Bosch aftermarket, diagnostics 14 March 2008 | Source: just-auto.com editorial team A new acquisition will allow Bosch to strengthen its automotive aftermarket division, and further expand the workshop equipment business of its diagnostics business unit.The group is acquiring the operating assets of Accu Industries in Ashland, Virginia. The deal is expected to close before the end of April but the price had not been disclosed. Accu Industries employs 45 and generated sales of roughly $US16m (EUR11.7m) in 2007. The company sells tyre changers, wheel balancers, and wheel alignment equipment. "Above all, we want to improve the distribution and service offered by our Bosch Diagnostics business unit in North America. In this market, Accu Industries is well established in the aftersales segment, and is therefore a logical extension to the business we already have in the US," said spokesman Hans-Peter Meyen. Accu Industries will become part of the existing diagnostics business in the US and its president, Tommy Saunders, will remain in a senior management position. Accu Industries will assume responsibility for wheel and tyre service in the US, in the area of both sales and technical support. Its assembly activities will be added to the global production networkof Bosch Diagnostics.

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CHAPTER III

3. RESEARCH METHODOLOGY
Research methodology describes how the research study was undertaken. This includes the specifications of research design, source of data, method of data collection, the sampling method and the tools used.

3.1 GEOGRAPHICAL AREA
The study is conducted in Chennai City.

3.2 PERIOD OF COVERAGE
The duration of project work is about 15 days

3.3 RESEARCH DESIGN
The research design used in this project by the researcher is the descriptive research design.

Descriptive research design
 Determining the relationship between two are more variables.  It is well structured.  It is more economical, we can gather more information.  Problems can be found after the questionnaire preparation.  It needs less time.

3.4 SAMPLE DESIGN Population
Population for this research is set of automobile service dealers those who are dealing with FIE Products in Chennai City.

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Sample units
The sampling units used by the researcher for this research, are those who are dealing FIE Products.

Sample size
The number of samples collected by the researcher is 15 dealers.

Sampling procedure / Sampling method
The sampling method used for this study is non-profitability convenience sampling, which is selected according to the easy and convenience of the researcher.

3.5 METHOD OF DATA COLLECTION Primary data
The researcher collected both by direct survey from the Service dealer through questionnaire.The researcher used structured non-disguised questionnaire.

Secondary data
Here the researcher collected secondary data from the company profile, industry profile and official web sites.

3.6 RESEARCH INSTRUMENT
Research instrument used for data collecting is by using questionnaire.

Questionnaire
The questionnaire is prepared in a well-structured and non disguised form so that it is easily understandable and answerable by everyone. The type of questions include in the questionnaire are open-ended questions, multiple choice questions and dichotomous questions.

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3.7 STASTICAL TOOLS USED FOR ANALYSIS
The researcher carries out analysis through various statistical tools. The statistical analysis is useful for drawing inference from the collected information.     Frequency table. Kruskal-wallis test. One way - ANOVA Test. Post – HOC test.

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CHAPTER IV

4. ANALYSIS AND INTREPRETATION

4.1 FREQUENCY TABLE
The following section consists of the frequency table for the variables under study for comparative analysis of four FIE companies:

Table 4.1.1 The below table signifies the level of satisfaction among the four FIE companies on the support offered by them.

Company Bosch How is the support from the following company regarding FIE? Fully satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Fully dissatisfied Total Delphi TVS N 2 4 5 4 0 % 13.3 26.7 33.3 26.7 .0 Siemens Denso

N 3 4 5 2 1

% 20.0 26.7 33.3 13.3 6.7

N 2 4 5 3 1

% 13.3 26.7 33.3 20.0 6.7

N 1 2 6 3 3

% 6.7 13.3 40.0 20.0 20.0

15 100.0 15 100.0 15 100.0 15 100.0

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FIGURE 4.1.1

INFERENCE
From the above given analysis regarding the support from the four companies, the satisfaction level of bosch is comparatively higher than the remaining FIE companies i.e 46.7% and Denso is least satisfied with 20% than other FIE companies.

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Table 4.1.2 The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the spare parts.

Company Bosch How is the response from the companies regarding spare parts? Fully satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Fully dissatisfied Total Delphi TVS N % Siemens Denso

N

%

N

%

N

%

1 8 4 1 1

6.7 53.3 26.7 6.7 6.7

1 4 5 3 2

6.7 26.7 33.3 20.0 13.3

3 3 3 5 1

20.0 20.0 20.0 33.3 6.7

3 4 4 3 1

20.0 26.7 26.7 20.0 6.7

15 100.0 15

100.0 15 100.0 15 100.0

FIGURE 4.1.2

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INFERENCE
From the above given analysis regarding the response from the companies about spare parts from the four companies, the satisfaction level of bosch is comparatively higher than the remaining FIE companies i.e 60% and Delphi TVS is least satisfied with 33.4% than other FIE companies.

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TABLE - 4.1.3 The below table signifies the level of satisfaction among the four FIE companies on the satisfaction of the service provider.

Company Bosch Delphi TVS Siemens Denso

Rate the FIE according to your satisfaction level as a N service provider?

%

N

%

N

%

N

%

Fully satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Fully dissatisfied Total

4 3 2 4 2

26.7 20.0 13.3 26.7 13.3

2 5 5 3 0

13.3 33.3 33.3 20.0 .0

0 4 5 3 3

.0 26.7 33.3 20.0 20.0

0 2 5 4 4

.0 13.3 33.3 26.7 26.7

15 100.0 15

100.0 15 100.0 15 100.0

Figure - 4.1.3

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INFERENCE
From the above given analysis regarding rating the FIE according to the satisfaction level as a service provider from the four companies, the satisfaction level of bosch is comparatively higher than the remaining FIE companies i.e 46.7% and Denso is least satisfied with 13.3% than other FIE companies.

Table - 4.1.4
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The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the price level.

Company Bosch Delphi TVS Siemens Denso

Rate the price level of the FIE according to following companies?

N

%

N

%

N

%

N

%

Satisfied Neither satisfied nor dissatisfied Dissatisfied Fully dissatisfied Total

2 5 4 4

13.3 33.3 26.7 26.7

1 5 6 3

6.7 33.3 40.0 20.0

0 4 7 4

.0 26.7 46.7 26.7

1 3 6 5

6.7 20.0 40.0 33.3

15 100.0 15

100.0 15 100.0 15 100.0

FIGURE – 4.1.4

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INFERENCE
From the above given analysis regarding rating the FIE according to the satisfaction level as a service provider from the four companies, the satisfaction level of bosch is comparatively higher than the remaining FIE companies i.e 46.6% and Siemens and Denso is least satisfied with 26.7% than other FIE companies.

Table - 4.1.5

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The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the clarity of contact person to be contacted in the above companies.

Company Bosch Delphi TVS Siemens Denso

Is it very clear with problems in FIE who you need to contact in the following companies?

N

%

N

%

N

%

N

%

Fully satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Fully dissatisfied Total

4 3 4 2 2

26.7 20.0 26.7 13.3 13.3

3 4 5 2 1

20.0 26.7 33.3 13.3 6.7

1 6 6 2 0

6.7 40.0 40.0 13.3 .0

6 4 3 2 0

40.0 26.7 20.0 13.3 .0

15 100.0 15 100.0 15 100.0 15 100.0

Figure - 4.1.5

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INFERENCE
From the above given analysis regarding rating the FIE according to the satisfaction level as a service provider from the four companies, the satisfaction level of bosch is comparatively higher than the remaining FIE companies i.e 46.7% and Denso is least satisfied with 13.3% than other FIE companies.

Table - 4.1.6 The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the time taken by the suppliers in providing the spare parts.

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Company Bosch Time taken by the suppliers in providing the spare parts? Fully satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Fully dissatisfied Total Delphi TVS N % Siemens Denso

N

%

N

%

N

%

1 3 3 5 3

6.7 20.0 20.0 33.3 20.0

0 2 8 2 3

.0 13.3 53.3 13.3 20.0

0 3 3 8 1

.0 20.0 20.0 53.3 6.7

0 3 8 2 2

.0 20.0 53.3 13.3 13.3

15 100.0 15

100.0 15 100.0 15 100.0

Figure - 4.1.6

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INFERENCE
From the above analysis according to the FIE companies the time taken by the companies in providing the spare parts, Delphi-TVS and Denso tends to contain higher satisfaction and neither satisfied nor dissatisfied with a rate of 13.3% and 53.3%.

Table - 4.1.7

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The above table signifies the level of satisfaction among the four FIE companies on the response from them regarding the time taken to complete FIE repair.

Company Bosch Time taken for the completion of FIE Repair? Fully satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Fully dissatisfied Total N 4 3 2 4 2 % 26.7 20.0 13.3 26.7 13.3 Delphi TVS Siemens N 2 4 5 3 1 15 % 13.3 26.7 33.3 20.0 6.7 N 1 5 4 3 2 % 6.7 33.3 26.7 20.0 13.3 Denso N 0 4 5 2 4 % .0 26.7 33.3 13.3 26.7

15 100.0

100.0 15 100.0 15 100.0

Figure - 4.1.7

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INFERENCE
From the above analysis Delphi TVS is highly satisfied with 47% and Denso is least satisfied with 26.7% in terms of time taken for the completion of FIE Repair from four FIE companies.

TABLE – 4.1.8
The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the performance level of FIE .

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Company Bosch How is the performance level of FIE's? Fully satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Fully dissatisfied Total N 3 5 5 2 0 % 20.0 33.3 33.3 13.3 .0 Delphi TVS N 3 3 5 4 0 15 % 20.0 20.0 33.3 26.7 .0 Siemens N 1 3 6 3 2 % 6.7 20.0 40.0 20.0 13.3 Denso N 1 3 5 3 3 % 6.7 20.0 33.3 20.0 20.0 100.0

15 100.0

100.0 15 100.0 15

40

Figure - 4.1.8

INFERENCE:
From this analysis we can infer that both Bosch and Delphi-TVS products prove to perform to the satisfaction level of service provider at the rate of 53.3% and 40%.

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Table - 4.1.9
The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the reliability of FIE product .

Company Bosch How reliable is the FIE product according to the following companies? Fully satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Fully dissatisfied Total N 1 2 6 2 4 % 6.7 13.3 40.0 13.3 26.7 Delphi TVS N 3 4 4 3 1 % 20.0 26.7 26.7 20.0 6.7 Siemens N 4 5 4 2 0 % 26.7 33.3 26.7 13.3 .0 Denso N 1 3 4 6 1 % 6.7 20.0 26.7 40.0 6.7

15 100.0 15

100.0 15 100.0 15 100.0

42

Figure - 4.1.9

INFERENCE:
From this analysis we can infer that the reliability of both SIEMENS and Delphi-TVS product tend to be more satisfactory to the service provider at the rate of 60% and 46.7% and Bosch product tend to less reliable with a rate of 20%.

43

Table - 4.1.10
The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the quality of FIE .

Company Bosch Rate the quality of the FIE products according to the following companies? Fully satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Fully dissatisfied Total Delphi TVS N % Siemens Denso

N

%

N

%

N

%

2 5 4 3 1

13.3 33.3 26.7 20.0 6.7

1 4 9 1 0

6.7 26.7 60.0 6.7 .0

5 2 4 2 2

33.3 13.3 26.7 13.3 13.3

3 4 3 3 2

20.0 26.7 20.0 20.0 13.3

15 100.0 15 100.0 15 100.0 15 100.0

44

Figure - 4.1.10

INFERENCE:
From this analysis we can infer that the quality of the Denso product prove to be more satisfactory accordingly at the rate of 46.7%.

45

TABLE – 4.1.11 The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the advertising effort.

Company Bosch Delphi TVS Siemens Denso

Rate the advertising effort taken by the companies N to promote their product?

%

N

%

N

%

N

%

Fully dissatisfied Total

15 100.0 15 15 100.0 15

100.0 15 100.0 15 100.0 100.0 15 100.0 15 100.0

46

Figure - 4.1.11

INFERENCE:
From this analysis we can infer that all the companies tend to be unsatisfactory among the advertisement effort taken by them, and the rate of the dissatisfactory level is 100%

Table - 4.1.12
The below table signifies the level of problem faced by the service provider among the service offered by the FIE companies.

47

Company Bosch Delphi TVS Siemens Denso

Do you face any problem with the product as a service provider? (Yes/no)

N

%

N

%

N

%

N

%

No Yes Total

5 10

33.3 66.7

9 6

60.0

5

33.3

4

26.7 73.3

40.0 10

66.7 11

15 100.0 15

100.0 15 100.0 15 100.0

48

Figure - 4.1.12

INFERENCE: From this analysis we can infer that more problems occur in the FIE product manufactured by the companies, Denso product is higher at the rate of 73.3% and Delphi-TVS s the lowest at the rate of 40%.

49

TABLE – 4.1.13 The below table signifies the level of issues faced by the service provider during the warranty period of the FIE products of the four companies.

Company

Bosch

Delphi TVS

Siemens

Denso

issue warr

N

%

N

%

N

%

N

%

No

6

40.0

6

40.0

8

53.3

7

46.7

Yes

9

60.0

9

60.0

7

46.7

8

53.3

Total

15

100.0

15

100.0

15

100.0

15

100.0

Figure - 4.1.13
50

INFERENCE:
From this analysis we can infer that Problems occurring during the warranty period of FIE is higher in the rate of Bosch and Delphi-TVS is 60% and Siemens at the rate of 46.7%.

51

TABLE – 4.1.14 The below table signifies the level of issues faced by the service provider after the warranty period of the FIE products of the four companies.

Company

Bosch

Delphi TVS

Siemens

Denso

issue no war

N

%

N

%

N

%

N

%

No

6

40.0

6

40.0

7

46.7

3

20.0

Yes

9

60.0

9

60.0

8

53.3

12

80.0

Total

15

100.0

15

100.0

15

100.0

15

100.0

Figure - 4.1.14

52

INFERENCE:
From this analysis we can infer that problem occurred after the warranty period of the FIE product is much higher in the Denso with a rate of 80%.

Table - 4.1.15 NPar Tests Kruskal-Wallis Test

53

Test Statistics(a,b)

ChiSquare How is the support from the following company regarding FIE? How is the response from the companies regarding spare parts? Rate the FIE according to your satisfaction level as a service provider? Rate the price level of the FIE according to following companies? Is it very clear with problems in FIE who you need to contact in the following companies? Time taken by the suppliers in providing the spare parts? Time taken for the completion of FIE Repair? How is the performance level of FIE's? How reliable is the FIE product according to the following companies? Rate the quality of the FIE products according to the following companies? Rate the advertising effort taken by the companies to promote their product? *** a Kruskal Wallis Test b Grouping Variable: Company

df

Asymp. Sig. .348 .587 .079 .665 .448 .811 .568 .171 .048 .975 1.000

3.296 3 1.932 3 6.773 3 1.576 3 2.657 3 .959 3 2.022 3 5.008 3 7.908 3 .218 3 .000 3

INFERENCE:
From the above given table from the significance value of 0.038 which is less than .05, tends to show that there is difference between these companies in the variable of reliability and the other significance value tend to be higher than .05 which infers that there is no difference in those variables. 54

Table - 4.1.16

Test Statistics(a,b) ChiSquare Do you face any problem with the product as a service provider? (Yes/no) issue war issue no war *** a Kruskal Wallis Test b Grouping Variable: Company df Asymp. Sig. .252 .867 .468

4.090 3 .728 3 2.541 3

INFERENCE:
From this analysis we can infer that significance value tends to much higher than .05, which results in no difference between this variable of the different companies.

TABLE – 4.1.17 Company Bosch Mean SD Delphi TVS SE Mean SD Siemens Denso SE Mean SD SE SE Mean SD

55

How is the support from the following company regarding FIE?

2.600 1.183 .306 2.733 1.033 .267 2.800 1.146 .296 3.333 1.175 .303

How is the response from the 2.533 .990 .256 3.067 1.163 .300 2.867 1.302 .336 2.667 1.234 .319 companies regarding spare parts? Rate the FIE according to your satisfaction 2.800 1.474 .380 2.600 .986 .254 3.333 1.113 .287 3.667 1.047 .270 level as a service provider? Rate the price level of the FIE 3.667 1.047 .270 3.733 .884 .228 4.000 .756 .195 4.000 .926 .239 according to following companies? Is it very clear with problems in FIE who you 2.667 1.397 .361 2.600 1.183 .306 2.600 .828 .214 2.067 1.100 .284 need to contact in the following companies? Time taken by the suppliers in providing the spare parts?

3.400 1.242 .321 3.400 .986 .254 3.467 .915 .236 3.200 .941 .243

56

Time taken for the completion of FIE Repair?

2.800 1.474 .380 2.800 1.146 .296 3.000 1.195 .309 3.400 1.183 .306

How is the performance 2.400 .986 .254 2.667 1.113 .287 3.133 1.125 .291 3.267 1.223 .316 level of FIE's? How reliable is the FIE product 3.400 1.242 .321 2.667 1.234 .319 2.267 1.033 .267 3.200 1.082 .279 according to the following companies? Rate the quality of the FIE products 2.733 1.163 .300 2.667 .724 .187 2.600 1.454 .375 2.800 1.373 .355 according to the following companies? Rate the advertising effort taken by the companies to promote their product?

5.000 .000 .000 5.000 .000 .000 5.000 .000 .000 5.000 .000 .000

INFERENCE:
From this analysis we can infer that mean value which is closer to 1.000 tends to result in more satisfaction level of the service provider among the four companies in the above different variables. Table – 4.1.18 One-way ANOVA
Sum of Squares df Mean Square F Sig.

57

How is the support from the Within following company regarding FIE? Groups Total

Between Groups

4.667 3 72.267 56 76.933 59 2.450 3 77.733 56 80.183 59 10.733 3 76.667 56 87.400 59 1.383 3 46.267 56 47.650 59 3.517 3 73.467 56 76.983 59 .600 3 59.333 56 59.933 59 3.600 3 88.400 56 92.000 59 7.333 3 69.600 56

1.556 1.205 .316 1.290

How is the response from the companies regarding spare parts?

Between Groups Within Groups Total Between Groups Within Groups Total Between Groups

.817 .588 .625 1.388

Rate the FIE according to your satisfaction level as a service provider?

3.578 2.613 .060 1.369

.461 .558 .645 .826

Rate the price level of the FIE Within according to following companies? Groups Total Is it very clear with problems in FIE who you need to contact in the Within following companies? Groups Total

Between Groups

1.172 .894 .450 1.312

Time taken by the suppliers in providing the spare parts?

Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within

.200 .189 .904 1.060

1.200 .760 .521 1.579

Time taken for the completion of FIE Repair?

How is the performance level of FIE's?

2.444 1.967 .129 1.243

58

Groups Total How reliable is the FIE product according to the following companies? Between Groups Within Groups Total Rate the quality of the FIE products according to the following Within companies? Groups Total Between Rate the advertising effort taken by Groups the companies to promote their Within product? Groups Total Between Groups 76.933 59 11.917 3 74.267 56 86.183 59 .333 3 82.267 56 82.600 59 .000 3 .000 56 .000 59 .000 .000 . . .111 .076 .973 1.469 3.972 2.995 .038 1.326

INFERENCE:
From the above given table from the significance value of 0.038 which is less than .05, tends to show that there is difference between these companies in the variable of reliability.

Table – 4.1.19

One way ANOVA
How reliable is the FIE product according to the following companies?

59

Sum of Squares Between Groups Within Groups Total 11.917

df Mean Square 3

F

Sig. .038

3.972 2.995 1.326

74.267 56 86.183 59

INFERENCE:
From the above given table from the significance value of 0.038 which is less than .05, tends to show that there is difference between these companies in the variable of reliability.

Table – 4.1.20

POST-HOC TEST
Multiple Comparisons Dependent Variable: How reliable is the FIE product according to the following companies?

60

(J) Company (I) Company Delphi TVS Bosch Siemens Denso Delphi TVS Siemens INFERENCE: Siemens Denso Delphi TVS Denso

Mean Difference (I-J)

Std. Error

Sig.

.73 1.13 .20 .40 -.53 -.40 -.93

.421 .421 .421 .421 .421 .421 .421

.523 .066 .998 .921 .773 .921 .127

This post hoc test is mainly performed in order to perform a multiple comparison between the four companies. From the previous tests we found out that reliability is the only variable which shows a difference among the comparison between these following companies.

CHAPTER V
FINDINGS 5.1 FINDINGS OF THE STUDY

61

From the frequency table we can infer that there is a gradual difference in satisfaction level of dealers among the different variables of the four companies.

• The reliability variables of the companies tend to show difference among the four companies. • Delphi-TVS and Bosch tend to hold the major part of the market by providing higher satisfaction level to the dealers. • Number of dealers fall into the category of “Nor satisfied nor dissatisfied” for several variables are higher. 5.2 SUGGESTIONS • More dealers fall under neutral category in satisfaction level hence companies can improve the same which will result in the growth of the company. • Needed more advertising and promotional activities by the companies to increase the satisfaction level of the customers. • Price of the products needs to be reduced to certain extent. 5.3CONCLUSION The study implies that major share of the market and the satisfaction level of the dealer is held by Delphi TVS and BOSCH.By improving certain factors such as price of the products,reliability,advertising and promotional activities by Delphi -TVS, the satisfaction level of the dealers can be increased.

6. BIBLIOGRAPHY
• • • WWW.DELPHI-TVS.COM WWW.BOSCHINDIA.COM RESEARCH METHODOLOGY – C.R KOTHARI

62

WWW.JUST-AUTO.COM

Questionnaire Report on Diesel Fuel Injection System
Dealer Name: Dealer Service Contact Person: Vehicle: FIE System:

63

Comments:
12345Very satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Very dissatisfied

1) How is the support from the following company regarding FIE?
BOSCH 1 DELPHI - TVS 1 SIEMENS 1 DENSO 1 2 3 4 5 2 3 4 5 2 3 4 5 2 3 4 5

2) How is the response from the companies regarding spare parts?
BOSCH 1 DELPHI - TVS 2 3 4 5

64

1 SIEMENS 1 DENSO 1

2

3

4

5

2

3

4

5

2

3

4

5

3) Rate the FIE according to your satisfaction level as a service provider?
BOSCH 1 DELPHI - TVS 1 SIEMENS 1 DENSO 1 2 3 4 5 2 3 4 5

2

3

4

5

2

3

4

5

4) Rate the price level of the FIE according to following companies?
BOSCH 1 2 3 4 5

65

DELPHI - TVS 1 SIEMENS 1 DENSO 1

2

3

4

5

2

3

4

5

2

3

4

5

5) Is it very clear with problems in FIE who you need to contact in the following companies?
BOSCH 1 DELPHI - TVS 1 SIEMENS 1 DENSO 1 2 3 4 5 2 3 4 5

2

3

4

5

2

3

4

5

6) Time taken by the suppliers in providing the spare parts?
BOSCH 1 2 3 4 5

66

DELPHI - TVS

1 SIEMENS 1 DENSO 1

2

3

4

5

2

3

4

5

2

3

4

5

7) Time taken for the completion of FIE Repair?
BOSCH 1 DELPHI - TVS 1 SIEMENS 1 DENSO 1 2 3 4 5 2 3 4 5 2 3 4 5

2

3

4

5

8) How is the performance level of FIE’s?
BOSCH 1 DELPHI - TVS 2 3 4 5

67

1 SIEMENS 1 DENSO 1

2

3

4

5

2

3

4

5

2

3

4

5

09) How reliable is the FIE product according to the following companies?
BOSCH 1 DELPHI - TVS 1 SIEMENS 1 DENSO 1 2 3 4 5 2 3 4 5 2 3 4 5

2

3

4

5

10) Rate the quality of the FIE products according to the following companies?
BOSCH 1

2

3

4

5

68

DELPHI - TVS 1 SIEMENS 1 DENSO 1 2 3 4 5 2 3 4 5 2 3 4 5

11) Rate the advertising effort taken by the companies to promote their product?
BOSCH 1 DELPHI - TVS 1 SIEMENS 1 DENSO 1 2 3 4 5 2 3 4 5 2 3 4 5

2

3

4

5

12) Do you face any problem with the product as a service provider? (Yes/no) If yes: 1. 2.
69

3. 4. 13) Issues faced during FIE within warranty period? a) b) c) d) e) 14) Issues faced during FIE post warranty period? a) b) c) d) e)

70

71