A summer training project report

on

“A STUDY ON CUSTOMER SATISFACTION

WITH REFERENCE TO

APOLLO TYRES”

Submitted By:

Priyanshu

Roll no.: 1424970037

For the partial fulfillment for the degree of

Master of Business Administration

(2014-16)

SHRI RAM COLLEGE OF MANAGEMENT

MUZAFFARNAGAR
Acknowledgement

I am thankful to the almighty God who has given me the opportunity to

express our sincere thanks and deep post gratitude to all those people who
extended their whole hearted co-operation and helped me completing the
project report successfully.

I would like to thank our mentor Miss. Shruti Mittal who guided me a lot
completing this project report.

I am also thankful to our HOD Dr. Asfaq Ali, who gave me such opportunity
to prepare a project report that will enhance our practical knowledge &
corporate awareness.

Last but not the least l would like to thanks to the fraternity of SRCM for
mentoring, guiding, supporting, teaching & coaching me in full capacity that
has surely enriched my personality as a whole.

Thanking you
Declaration

I, Priyanshu, hereby declare that the summer training project entitled “A

study on customer satisfaction with reference to Apollo Tyres” is own work
in the partial fulfillment of requirement for the degree of M.B.A. Material
contains this report neither previously published or written by any other
person nor accepted for the award of any other master degree by university
of higher learning.
Contents

 Acknowledgement
 Declaration
PART A

1. Executive Summary 1-2

2. Company Profile 3-5

3. Products 6-12

PART B

4. Introduction to Topic 13-15

5. Project objective 16-16

6. Scope and limitations 17-17

7. Research methodology 18-19

8. Literature review 20-22

9. Data Analysis & Interpretation 23-63

10. Findings 64-64

11. Suggestions 65-65

12. Conclusion 66-66

13. Bibliography & Reference 67-67

14. Questionnaire 68-71

Executive Summary

Apollo Tyres is a leading tyre manufacturer of India with subsidiaries in South Africa and Europe. The

company manufactures tyre for passenger cars, truck & bus, farm, off-the road, industrial and specialty

applications like mining. Major brands are Apollo, Dunlop, Kaizen, Maloya, Regal and Vredestein.

The company is expected to benefit from a structural shift to radialisation and growth in the

automobile industry.

This report takes you through the Company information and a detailed SWOT Analysis of the

company in this report. The report provides useful and comprehensive information about the company.

This coupled with SWOT Analysis can be utilized for investment related decision.

Apollo at a Glance

• Established in 1972

• A turnover of USD 2 billion (INR 127 bn) as of FY 14-15

• Available in over 100 countries

• Over 16,000 employees

• Manufacturing facilities in Asia and Europe. Greenfield in Hungary.

Scope of the report

• Company’s business profile at a glance

• Aerial view of the company’s financial performance

• In depth analysis of Various Factors affecting the growth of the company as well as sector as a whole

• Factors driving growth, Issues & Challenges

• Financial comparison of the company with its peers

Reasons to buy

• To understand the various factors which are fuelling the growth and those which are/will be critical

for the company’s performance in the near term

• Comprehensive report covering all the aspects required to understand the company’s performance

weighing against the peers.

Company Profile

The history of Apollo Tyres Ltd. is about a company’s passion, determination and will to

surpass all obstacles and emerge as a leader in the Indian tyre industry. Named after the radiant

Greek Sun God Apollo, the company has created a niche for itself in the Indian tyre marker. After

three decades of consistent growth, today, Apollo Tyres Ltd. is India’s premier tyre manufacturing

company.

The company’s license was obtained in 1972 by Mr. Mathew T Marattukalam, Jacob Thomas

and his associates. In 1974 the company was taken over by Dr. Raunaq, Kerala. The commercial

production began in 1977 with an installed capacity of 420,000 each of tyres and tubes.

High Performance Company That Makes India’s Most Reliable Tyres

Apollo Tyres Ltd, with its corporate headquarters in Gurgaon, India, is in the business of

manufacture and sale of tyres since its inception in 1972. Over the years, the company has grown

manifold, establishing its footprint across the globe.

The company has manufacturing units in India and The Netherlands. It is also setting up a new

manufacturing facility in Hungary, with a planned investment of €475 million. The company markets

its products under its two global brands - Apollo and Vredestein, and its products are available in over

100 countries through a vast network of branded, exclusive and multi-product outlets.

At the end of its financial year on March 31, 2015, Apollo Tyres had clocked a turnover of

US$ 2.08 billion, backed by a global workforce of approximately 16000 employees.

Apollo Tyres Ltd is traded in India on the Bombay Stock Exchange and National Stock Exchange, with

56% of shares held by the public, government entities, banks and financial institutions as on March 31,

2015.
 Apollo tyres Ltd. (Atl) is an Rs.2, 600 crore, high performance company. In terms of size, it is

second largest in India and 17th globally.

Apollo is built around the core principals of creating share holder value through reliability in its

products and dependability in its relationship with its stake holders. Apollo tyres Ltd. is a dynamic and

professionally managed organization that is built on trust and transparency.

Vision

“A leader in the Indian tyre industry and a significant global player, providing customer delight

and enhancing shareholder value.”

The man who dares is the man who has dreamt ………… At Apollo Tyres Ltd., we firmly

believe that no opportunity can be created without a proper plan. Our efforts draw inspiration from that

vision and the core values our visionaries have chalked - out for us.

Vision and values that transcend the geographical, as well as the boundaries of the

mind.

Because we dare to dream, creating the best tyres in the world is not only our mission it’s our lifestyle.

The one word that symbolizes all that we believe is CREATE.

Values

 Customer First

 Business Ethics
 Care for Society

 Empowerment

 Communicate Openly

 One Family
Products Category In Two Wheeler Segment
Introduction

The need to satisfy customers for success in any commercial enterprise is very obvious. The income

of all commercial enterprise is delivered from the payments received for the products and service

supplied to its external customers. If there are no customers, there is no income and there is no

business. In other words customer is the pivotal point for the existence of commercial establishment.

Thus the core activity of any company is to attract and retain customers. It is therefore no

surprise that Peter Druker the renowned management Gury, has said;” to satisfy the customer is the

mission and purpose of every business”.

The main object of every organization is to earn more profit, to achieve this object the

organization should increase its sales by getting more customer and the only way to get more customer

is that the organization should provide expected satisfaction to the customers.

Here the word customer satisfaction means “the utility which customer expect from the

product” and when a customer get expected utilities it is called as customer satisfaction.

APOLLO manufactures the largest range of tyres in India and enjoys the highest brand

preference for superior quality, company manufactures the largest range of tyres in India and is the

market leader with the largest market share it tyre industry.

Since 1984 APOLLO tyres has consistently been chosen as oem fitment by almost every major

car manufacturer in India apart from tyres APOLLO also manufacturer conveyor belts, pretreads and

advanced polyurethane paints.

Here every customer of APOLLO is getting satisfaction and it may analyzed by the following

information
  APOLLO own No. 1 award for customer satisfaction by J.D Power Asia pacific for 2001&2002

 It is also created good brand name in other countries also, and it is the first Indian company to

export tyres to the US, the very birthplace of tyre technology. It is the first company in India to

manufacture and market Nylon tyres passenger tyres commercially.

 APOLLO is providing huge number of products to the customer as per the requirement and

need.

 They provide more warranties to the customers and it will shows that the company has

confident on its product.

So as per the above information it found that the customer satisfaction towards APOLLO tyres is good
Statement of the problems:

 Profit earning has become one of the important objectives of each and every company.

 It is very easy to attract new customers but retaining old customer is too difficulty only the

satisfied customer will remain loyal to the firm brands.

 A person enters a showroom when he wants to purchase tyres, but before purchasing tyres he

consults so many persons about tyre. Like about price, quality, service etc, and then he make

decision to purchase.

 If he finds any problem with tyres, he may change his positive attitude into negative attitude

towards tyres given by the showroom.

Objective of the study

Primary objective:

The main objective of this study is to know the customer satisfaction towards Apollo tyres.

Secondary Objective:

 To identify the competitive position of various brands of tyres in customer minds.

 To identify the factors influencing customer satisfaction.

 To understand the customer’s post purchase behavior.

 To identify the customer and dealer relationship.

 To know the attributes which creates customer satisfaction among Apollo tyre users in

Gurgaon .

 To know the satisfaction level of the customer with the Apollo tyres.

 To know valuable suggestion form the customer.

Scope & Limitations of the study

SCOPE:
 The study is purely based on the survey conducted in Gurgaon city and has focused on

customers. The study covers the information about the mind set which may varies from situation &

where the respondents may not be able to give required and accurate information.

LIMITATIONS:

1. Due to respondents busy schedules, the interests shown by respondents to answer the

questionnaire may be less. This may have resulted in collecting inaccurate information.

2. Due to time and cost constraint the sample size selected is 100.

3. The selected sample size is small as compared to the total number of customers. Hence the obtained

result may not be accurate as it may not represent the whole population.

4. The project is open for further improvement of the work.

Research methodology

Research methodology is a way to systematically solve the research problem. It may be understood as a

science of studying how research is done scientifically. In it we study the various steps that are

generally adopted by a researcher in studying his research problem along with the logic behind them. It

is necessary for the researcher to know not only the research methods or techniques but also the

methodology.

Research Design:

� Target Population: Population of the research is the consumers who are well aware of the tyres and

who are above 18 years of age.

� Research Design : Descriptive Research

� Sampling unit: Same as the sample element.

� Sampling Technique: Convenience sampling like personal interview, telephone survey, mail survey

� Sample Size : 150 sampling units selected from the Target population.

� Contact Method: Researcher have contacted sampling units personally and with the help of one to

one interaction researcher have conducted survey.

� Extent: The location considered by the researcher is Gurgaon city.

Data Sources:

� Primary Source: Questionnaire

� Secondary Sources: Books like Marketing Research by Kothari RC

Journals

Websites

Reports
Literature Review

Customer satisfaction

In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as

a key differentiator and increasingly has become a key element of business strategy.

Measuring customer satisfaction

Organizations are increasingly interested in retaining existing customers while targeting non-

customers; measuring customer satisfaction provides an indication of how successful the organization

is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of

satisfaction will vary from person to person and product/service to product/service. The state of

satisfaction depends on a number of both psychological and physical variables which correlate with

satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary

depending on other options the customer may have and other products against which the customer can

compare the organization's products.

Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative

measurement, although a large quantity of research in this area has recently been developed. Work done

by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence

satisfaction behavior, further expanded by Berry in 2002 and known as the ten domains of satisfaction.

These ten domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access,

Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitment to the

Customer and Innovation. These factors are emphasized for continuous improvement and

organizational change measurement and are most often utilized to develop the architecture for

satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry

(Leonard L) between 1985 and 1988 provides the basis for the measurement of customer satisfaction

with a service by using the gap between the customer's expectation of performance and their perceived

experience of performance. This provides the measurer with a satisfaction "gap" which is objective and

quantitative in nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation"

theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different

measures (perception and expectation of performance) into a single measurement of performance

according to expectation. According to Garbrand, customer satisfaction equals perception of

performance divided by expectation of performance.

The usual measures of customer satisfaction involve a survey with a set of statements using a Likert

Technique or scale. The customer is asked to evaluate each statement and in term of their perception

and expectation of performance of the organization being measured.

 Improving Customer Satisfaction

Published standards exist to help organizations develop their current levels of customer satisfaction.

The International Customer Service Institute (TICSI) has released The International Customer Service

Standard (TICSS). TICSS enables organizations to focus their attention on delivering excellence in the

management of customer service, whilst at the same time providing recognition of success through a

3rd Party registration scheme. TICSS focuses an organization’s attention on delivering increased

customer satisfaction by helping the organization through a Service Quality Model.

TICSS Service Quality Model uses the 5 P's - Policy, Processes, and People, Premises,

Product/Services, as well as performance measurement. The implementation of a customer service

standard should lead to higher levels of customer satisfaction, which in turn influences customer

retention and customer loyalty.

 Data Analysis and interpretation

This chapter includes the analysis and interpretation of the collected data.
Statistical tools are applied like simple percentage methods were it is used to classify the respondents.
Weighted average method and Chi-square test is used to identify the attitude of the Consumers to
certain factors on selecting the particular one, interpretation were made on the basis of the result if
analysis.

AGE GROUP OF RESPONDENTS

The following table represents the age group of respondents under the study.

TABLE 1
TABLE SHOWING AGE GROUP OF RESPONDENTS

S.NO Age No. of Respondents %

1 25 – 35 30 20

2 35 – 45 78 52

3 Above 45 42 28

Total 150 100

INTERPRETATION:

The above table reveals that out of 150 respondents, 20% of them belong to 25 – 35 age groups,
52% of them belong to 35 – 45 age groups. 28% of them belong to above 45 age group respectively.

It is concluded that 52% of the respondents fall under 35 – 45 age groups.

 CHART NO 1
CHART SHOWING AGE GROUP OF RESPONDENTS

AGE GROUP OF THE RESPONDENTS

 60
50
PERCENTAGE 40
30
52
20
 28
10 20
0
 25 – 35 35 – 45 Above 45
AGE

EDUCATION
The following table represents the educational qualification of the respondents.

TABLE 2

TABLE SHOWING THE EDUCATIONAL QUALIFICATION OF

RESPONDENTS

S.NO Education No. of Respondents %

1 SSLC 62 41.33

2 HSC 48 32

3 Degree/Diploma 27 18

4 Others 13 8.67

Total 150 100

INTERPRETATION:
The table reveals that out of 150 respondents 41.33% of them are SSLC, 32% of the
respondents are H.Sec 18% of them are degree/diploma Holders, 8.67% of the respondents are others.
Hence, it is concluded that 41.33% of the respondents are SSLC.

CHART 2
CHART SHOWING THE EDUCATION QUALIFICATION OF THE
RESPONDENTS

EDUCATIONAL QUALIFICATION
 Others

De
gr
ee
/Di
plo
m
a

H
S
C

S
S
L
The following table reveals the occupation of respondents.

TABLE 3
TABLE SHOWING THE OCCUPATION OF RESPONDENTS

S.NO Occupation No. of Respondents %

1 Profession 12 8

2 Business 117 78

3 Others 21 14

Total 150 100

INTERPRETATION:
The table reveals that 8% of the respondents are professionals, 78% of the respondents are doing
business and remaining 14% of the respondents are others.
Hence, it is concluded thathe majority of the respondents are doing business.

CHART 3
CHART SHOWING THE OCCUPATION OF THE RESPONDENTS

OCCUPATION OF THE RESPONDENTS

80
70
60
50
PERCENTAGE 40
30
20
10
0
Profession Business Others
ANNUAL INCOME

The below table represents the annual income of respondents, the income level classified as below
Rs. 50000, Rs. 50001-75000, Rs. 75001-100000 and above 100000.

TABLE 4
TABLE SHOWING THE ANNUAL INCOME OF RESPONDENTS

S.NO Annual Income No. of Respondents %

1 Below Rs. 50,000 28 18.67

2 Rs. 50001-75000 46 30.67

3 Rs. 75001-10000 44 29.33

4 Above 100000 32 21.33

Total 150 100

INTERPRETATION:
 The table reveals that out of 150 respondents, 16.67% of them belong to the income level of below
Rs. 50,000, 30.67% of them belong to the income level of Rs.50001 – 75000, 29.33% of them belongs to
the income level of Rs. 75001 – 100000, 21.33% of respondents belong to the income level of Rs. 100001
and above.

Hence, it is concluded that majority of the respondents belongs to the Income level of Rs. 50001 –
75000.
CHART 4
CHART SHOWING THE ANNUAL INCOME OF RESPONDENTS

ANNUAL INCOME

35
30 30.67 29.33
25
21.33
20 18.67
15
% 10
5
0
Below Rs. Rs. Above
Rs. 50001- 75001- 100000
50,000 75000 10000
INCOME

VEHICLE OWNED
 The following table represents the vehicle owned by respondents. The survey conducted only with
bus and lorry owners.
TABLE 5
TABLE SHOWING THE VEHICLE OWNED BY RESPONDENTS

S.NO Vehicle No. of Respondents %

1 Bus 62 41.33

2 Lorry 88 58.67

Total 150 100

INTERPRETATION:
From the table it is revealed that 41.33% of the respondents owing bus and 58.67% of the
respondents owing lorry.
It is concluded that 58.67% of the respondents owing lorry.

CHART 5
CHART SHOWING THE VEHICLE OWNED BY RESPONDENTS

VEHICLE OWNED

41%
5
NATURE OF BUSINESS
The following table represents the nature of business of the respondents.

TABLE 6
TABLE SHOWING NATURE OF BUSINESS OF THE RESPONDENTS

No. of
S.NO Nature of Business %
Respondents

1 Bus Transport 62 41.33

2 Lorry Transport 88 58.67

Total 150 100

INTERPRETATION:

From the table it is revealed that 41.33% of the respondents doing bus Transport 58.67% of the
respondents doing lorry transport.
It is concluded that 58.67% of the respondents are doing lorry transport.

CHART 6
CHART SHOWING NATURE OF BUSINESS OF THE RESPONDENTS

NATURE OF THE BUSINESS

41%
Bus Transport
Lorry Transport
59%
 LENGTH OF SERVICE
The below table represents the length of service by the respondents, the service are classified as
less than 3 years, 4-7 years and above 8 years.
TABLE 7
TABLE SHOWING LENGTH OF SERVICE OF THE RESPONDENTS

S.NO Length of Service No. of Respondents %

1 Less than 3 years 24 16

2 4-7 years 83 53.33

3 Above 8 years 43 28.67

Total 150 100

INTERPRETATION:
It is observed from the table that out of 150 respondents, 16% of them are less than 3 years,
53.33% of them are 4-7 years and 28.67% of them are above 8 years.
It is concluded 53.33% of the respondents are 4 – 7 years.
 CHART 7
CHART SHOWING LENGTH OF SERVICE OF THE RESPONDENTS

LENGTH OF THE SERVICE

 60
50
PERCENTAGE
40
30
20
10
0

NO OF YEARS
SOURCE OF BUYING
The following table represents the source of buying of respondent

TABLE 8
TABLE SHOWING THE SOURCE OF BUYING

S.NO Source No. of Respondents %

1 Dealer 130 86.67

2 Company 20 13.33

Total 150 100

INTERPRETATION:
The above table shows that out of 150 respondents, 86.67% of the respondents are buying from
dealer 13.33% of the respondents are buying from company.
Hence it is concluded that 86.67% of the respondents are buying through dealer.

CHART 8
CHART SHOWING THE SOURCE OF BUYING

SOURCE OF BUYING

13%

Dealer
Company

87%
BRAND OF TYRES
The following table represents the brand of tyres possessed by the respondents.
TABLE 9
TABLE SHOWING BRAND OF TYRES POSSESSED BY THE RESPONDENTS

S.NO Brand No. of Respondents %

1 Apollo 94 62.67

2 MRF 22 14.67

3 J.K.Tyre 8 5.33

4 Dunlop 4 2.67

5 Good year 8 5.33

6 Ceat 14 9.33

Total 150 100

INTERPRETATION:
From the table it is observed that out of 150 respondents, 62.67% of them buying Apollo,
14.67% of them buying M.R.F., 5.33% of them buying j.k.tyre, 2.67% of them buying Dunlop, 5.33%
of them buying good year, 9.33% of them buying ceat.
Hence it is concluded that majority of the respondents possess the Apollo tyres 62.27%.
 CHART 9
CHART SHOWING BRAND OF TYRES POSSESSED BY THE RESPONDENTS

BRAND OF TYRES

70 62.67
60
50
3
0
20
10 14.67 9.33
0 5.33 2.67 5.33
Apollo MRF J.K.Tyre Dunlop Good Ceat year
TYRE

REFERENCE GROUP
The following table represents the factors influencing buying decision of the respondents to buy
Apollo tyres.
TABLE 10
TABLE SHOWING THE REFERENCE GROUPOF RESPONDENTS
TO BUY APOLLO TYRES

S.NO Reference Group No. of Respondents %

1 Advertisement - -

2 Friends 36 24

3 Mechanics 76 50.67

4 Company-sales man 38 25.33

Total 150 100

INTERPRETATION:
 From the table it is influenced that 24% of respondents are influenced by the friends, 50.67% of
respondents are influenced by the mechanics, 25.33% of respondents are influenced by the company –
salesman.
Hence it is concluded that majority of the respondents are influenced by mechanics to buy the
tyre 50.67%.

CHART 10
CHART SHOWING THE REFERENCE GROUPOF RESPONDENTS
TO BUY APOLLO TYRES

BUYING DECISION OF THE APOLLO TYRES

60
50
40
PERCENTA 30 50.67
GE

20
24 25.33
10
0
Friends Mechanics Company-
sales man
PEOPLE
 PERIOD OF USING APOLLO TYRES

The following table represents the period of using Apollo tyres by respondents.

TABLE 11
TABLE SHOWING PERIOD OF USING APOLLO TYRES BY RESPONDENTS

S.NO Period No. of Respondents %

1 Less than 3 years 23 16

2 4 – 7 years 83 55.33

3 Above 7 years 43 28.67

Total 150 100

INTERPRETATION:
The above table shows that out of 15 respondents, 16% of them are less than 3 years, 53.33% of
them are 4 – 7 years, and 28.67% of them are above 7 years.
Hence it is concluded that majority of the respondents are 4 – 7 years 53.33%.

CHART 11
CHART SHOWING PERIOD OF USING APOLLO TYRES BY RESPONDENTS

PERIOD OF USING

60 55.33
50
40
PERCENTA 28.67
30
GE
20 16
10
0
Less than 4 – 7 years Above 7
3 years Years
YEAR
 APOLLO MODEL
The following table shows which Apollo model mostly preferred by respondents.
TABLE 12
TABLE SHWOING THE APOLLO MODEL WHICH MOSTLY PREFERRED
BY RESPONDENTS

S.NO Model No. of Respondents %

1 Deluxe 19 12.67

2 Amar 67 44.67

3 XT – 9 56 37.33

4 Apollo deluxe 8 5.33

Total 150 100

INTERPRETATION:

From the table it is inferred that, 12.67% of respondents buy amar, 37.33% of respondents buy
XT – 9 and 5.33% of respondents buy Apollo deluxe.

It is concluded that majority of respondents are preferred to buy amar 44.67%.

CHART No 12
CHART SHWOING THE APOLLO MODEL WHICH MOSTLY PREFERRED
BY RESPONDENTS

MODEL OF THE TYRE

50

40
PERCENTAGE

30

20

10

0
Deluxe Amar XT – 9 Apollo deluxe

TYPE OT THE TYRE

FACTORS INFLUENCING TO BUY APOLLO TYRES
The following table represents the factors influencing to buy Apollo tyres of the respondents.

TABLE 13
TABLE SHOWING THE FACTORS INFLUENCING TO
 BUY APOLLO TYRES

Factors
S.NO No. of Respondents %
Influencing

1 Mileage 35 23.33

2 Quality 44 29.33

3 Duration 39 26

4 Price 12 8

5 Road condition 20 13.34

Total 150 100

INTERPRETATION:
From the table it is inferred that, 23.33% of respondents are influenced by mileage, 29.33% of
respondents are influenced by kilometers, 26% of respondents are influenced by duration, 8% of
respondents are influenced by price and 13.34% of respondents are influenced by quality.
Hence it is concluded that majority of the respondents are influenced by kilometers of tyre
29.33%.

CHART 13
CHART SHOWING THE FACTORS INFLUENCING TO
BUY APOLLO TYRES
 THE FACTORS INFLUENCING TO BUY
APOLLO TYRES

Road
condition
13% Mileage
23%
Price 8%

Duration
26% Quality
30%

LEVEL OF OPINION OF THE RESPONDENTS ABOUT THE DEALER

The following table represents the opinion of the respondents about the dealer.

TABLE 14
TABLE SHOWING LEVEL OF OPINION OF THE RESPONDENTS ABOUT
 THE DEALER

Satisfaction of
S.NO No. of Respondents %
Dealer

1 Dissatisfied 48 32

2 Satisfied 52 34.67

3 Highly satisfied 50 33.33

Total 150 100

INTERPRETATION:

From the above table it is observed that out of 150 respondents, 32% of respondent’s state that
the low satisfaction about dealer, 34.67% of respondents state that the medium satisfaction about the
dealer, 33.33% of the respondents state that high satisfaction about the dealer.

Hence it is concluded that majority of the respondents state that the medium level satisfaction
about the dealer 34.67%.
 CHART 14

CHART SHOWING LEVEL OF OPINION OF THE RESPONDENTS ABOUT

THE DEALER

OPINION ABOUT THE DEALER

33% 32% Dissatisfied

Satisfied
Highly satisfied
35%

LEVEL OF OPINION OF THE RESPONDENTS ABOUT THE TYRE

The following table represents the opinion of the respondents about the tyres in various levels.
 TABLE 15
TABLE SHOWING LEVEL OF OPINION OF THE RESONDENTS ABOUT THE
TYRE

Satisfaction of
S.NO No. of Respondents %
Dealer

1 Dissatisfied 38 25.33

2 Satisfied 63 42

3 Highly satisfied 49 32.67

Total 150 100

INTERPRETATION:

From the above table it is observe that out of 150 respondents, 25.33% of respondents state that
the low satisfaction about the tyres, 42% of the respondents state that the medium satisfaction about the
tyres and 32.67% of the respondents state that high satisfaction about the tyres.

Hence it is concluded that majority of the respondents state that the medium level satisfaction
about the dealer 42%.
 CHART 15

CHART SHOWING LEVEL OF OPINION OF THE RESONDENTS ABOUT THE

TYRE

OPINION ABOUT THE TYRE

25%
33%
Dissatisfied
Satisfied
Highly satisfied

42%

POST PURCHASE
The following table represents the opinion of the respondents of post purchase.

TABLE 16
TABLE SHOWING THE POST PURCHASE / RECOMMEDND
TO ANY OTHER

S.NO Recommend No. of Respondents %

1 Yes 130 86.67

2 No 20 13.33

Total 150 100

INTERPRETATION:
From the table it is inferred that 86.67% of respondents are recommended to others and 13.33%
of the respondents are not recommended.
It is concluded that majority of the respondents are recommended to others to buy Apollo tyres.
CHART 16
CHART SHOWING THE POST PURCHASE / RECOMMEDND
TO ANY OTHER

POST PURCHASE/ RECOMMEND TO ANY

OTHER

13%

Yes
No

87%
 BUYING IN FUTURE
The following table represents the opinion of respondents about the buying behavior in future.
TABLE 17

TABLE SHOWING THE BUYING IN FUTURE

S.NO In Future No. of Respondents %

1 Yes 104 69.33

2 No 46 30.67

Total 150 100

INTERPRETATION:
69.33% of the respondents revealed that going to buy in future. 30.67% of the respondents are
not going to buy.
Thus it is concluded that out of 150 respondent’s majority of them are going to buy in future
69.33%.
CHART 17
CHART SHOWING THE BUYING IN FUTURE

BUYING IN FUTURE

31%

Yes
No

69%
 PROBLEM WITH DEALER

The following table represents the respondent’s problem with dealer.

TABLE 18
TABLE SHOWING THE RESPONDENTS PROBLEM WITH DEALER

No. of
S.NO Problem in dealers Respondents %

1 Yes 132 88

2 No 18 12

Total 150 100

INTERPRETATION:

88% of the respondents are no problem with dealers and 12% of the respondents are having
problem with dealer.

Thus it is concluded that out of 150 respondent’s majority of them are not having problem
with dealer 88%.

CHART 18
CHART SHOWING THE RESPONDENTS PROBLEM WITH DEALER

PROBLEM WITH THE DEALER

12%

Yes
No

88%
 DEALERS RESPONSE

The following table represents the opinion of the respondents if any problem with
dealer.

TABLE 19
TABLE SHOWING THE DEALERS RESPONSE TO RESPONDENTS

S.NO Response No. of Respondents %

1 Promptly 60 40

2 Belatedly 79 52.67

3 Never respondent 11 7.33

Total 150 100

INTERPRETATION:

40% of them are saying the dealer’s response is promptly, 52.67% of them are saying belatedly,
7.33% of them are saying never respond.

Hence it is concluded that majority of the respondent’s state that dealer response is belatedly
52.67%.
 CHART 19

CHART SHOWING THE DEALERS RESPONSE TO RESPONDENTS

DEALERS OF THE RESPONDENTS

7%

40% Promptly
Belatedly
Never respondent
53%
 CHART 19

CHART SHOWING THE DEALERS RESPONSE TO RESPONDENTS

DEALERS OF THE RESPONDENTS

7%

40% Promptly
Belatedly
Never respondent
53%
 COMPLAINT WITH THE TYRES

The following table represents the complaint with the tyres.

TABLE 20
TABLE SHOWING ANY COMPLAINT WITH THE TYRES

S.NO Complaint No. of Respondents %

1 Yes 117 78

2 No 33 22

Total 150 100

INTERPRETATION:

78% of the respondents are having problem with tyres and 22% of them are not having problem
with the tyres.

Hence it’s concluded that majority of the respondents are having problem in tyres
78%.
 CHART 20

CHART SHOWING ANY COMPLAINT WITH THE TYRES

COMPLAINT WITH THE TYRES

22%

Yes
No

78%
 COMPLAINTS SETTLEMENT

The following table represents the complaint solved how.

TABLE 21
TABLE SHOWING THE COMPLAINTS SETTLEMENT

S.NO Education No. of Respondents %

1 Replacement 52 34.67

2 By service 98 65.33

3 By refund of money - -

Total 150 100

INTERPRETATION:

34.67% of respondents are saying by replacement and 65.33% of respondents are saying by
service.

Hence it’s concluded that majority of the respondents state that the service 65.33%.
 CHART 21

CHART SHOWING THE COMPLAINTS SETTLEMENT

COMPLAINTS SETTLEMENT

70
60
50
40
PERCENTAGE 65.33
30
34.67
20
10
0
Replacement By service
SERVICE
 STATISTICAL TEST

CHI-SQUARE TEST-1

To determine whether there is significant difference between recommendation and percentage of other
satisfaction level.

Ho: There is no significant different between recommendation to others and satisfaction level
H1: There is significant different between recommendation to others and satisfaction level

Recommendation Yes No Total

Highly satisfied 45 4 49

satisfied 56 7 63

dissatisfied 29 9 38

total 130 20 150

 O E (O-E) (O-E)2 (O-E)2/E

45 42.46 2.54 6.45 0.152

4 6.53 -2.53 6.4009 0.980

56 54.6 1.4 1.96 0.035

7 8.4 -1.4 1.96 0.233

29 32.93 -3.93 15.44 0.470

9 5.06 3.94 15.52 3.06

Total 4.93

2
Ψ = (O-E)2
E = 4.93
DOF = (C-1) (r-1)
2*1 = 2

@ 5% level of significance the tabulated value of Ψ2 is less than the calculated value Ψ2 =5.99
So we accept Ho There is no significant different between recommendation to others and
satisfaction level
 CHI-SQUARE TEST-2

To determine whether there is significant difference between recommendation and percentage

of other satisfaction level.

Ho: There is no significant different between buying in future and satisfaction level. H1: There is
significant different between buying in future and satisfaction level.

Recommendation Yes No Total

Highly satisfied 49 0 49

Satisfied 44 19 63

Dissatisfied 11 27 38

Total 104 46 150

 O E (O-E) (O-E)2 (O-E)2/E

49 33.97 15.03 225.90 6.65

0 15.02 -15.02 225.60 15.02

44 43.68 0.32 0.1024 0.0023

19 19.32 -0.32 0.1024 0.0053

11 26.34 -15.34 235.61 8.93

27 11.65 15.35 253.62 20.22

Total 50.82

2
Ψ = (O-E)2

E = 50.82

DOF = (C-1) (r-1)

2*1 =2

2 2
@ 5% level of significance the tabulated value of Ψ is less than the calculated value Ψ = 5.991

So we accept H1 There is significant different between buying in future and satisfaction level.

RANK ORDER FOR BRANDS

WEIGHTED AVERAGE METHOD
 The following table represents the rank order for brands the rank was calculated by using
weighted average method.

Σwx
= Total Number of Respondents
Σw

TABLE 22

TABLE SHOWING RANK ORDER FOR BRANDS

S.NO Brand 1 2 3 4 5 6 Weighted Rank

Average
1 Apollo 79 22 49 - - - 5.2 1

2 M.R.F. 11 109 30 - - - 4.87 2

3 CEAT 39 12 53 4 12 30 3.81 3

GOOD
4 2 10 - 97 26 15 2.8 5
YEAR

J.K.
5 19 6 32 30 32 31 3.04 4
tyre

6 Dunlop 3 7 11 29 68 32 2.34 6

INTERPRETATION:

The method implies that Apollo getting highest importance and ranked one.

M.R.F. and Ceat ranked as second and third.

 RANK ORDER FOR TYRES

The following table represents the rank order for Tyres the rank was calculated by using
weighted average method.

Σwx
= Total Number of Respondents
Σw

TABLE 23
TABLE SHOWING RANK ORDER FOR FEATURES OF APOLLO
PREFERENCE

S.N Weighted
Items 1 2 3 4 5 6 Rank
O Average
1 Rood grip 79 51 33 - - - 5.3 1

2 Extra mileage 30 98 22 - - - 5.05 2

3 Price consumption 42 30 12 39 14 22 3.98 3

4 Attractive packaging - 8 3 19 54 66 1.90 6

5 Warranty 7 11 13 29 58 32 2.56 4

6 Trade design 2 7 19 31 38 43 2.23 5

INTERPRETATION:

The method implies that features of Apollo tyre preference road grip are ranked one. Extra mileage and
price consumption ranked as two a three.
Findings


 52% of the respondents fall under 35 – 45 age group.

 41.33% of the respondents are SSLC.

 78% of the respondents are doing business.

 30.67% of the respondents belong to the income level of Rs 50000-

75000.
 58.67% of the respondents owe lorry.
 58.67% of the respondents are doing lorry transport business.
 53.33% of the respondents 4-7 years having length of service.
 86.67% of the respondents are buying tyre with dealer.
 62.67% of the respondents are possessed to buy Apollo tyres.
 50.67% of the respondents are influence by mechanics to buy Apollo tyres.
 53.33% of the respondents are using Apollo tyres in between 4-7 years.
 44.67% of the respondents are preferred to buy Apollo tyres.
 29.33% of the respondents are influenced to buy Apollo tyres by Quality.
 34.67% of respondents are medium level satisfaction about the tyres.
 42% of respondents are medium level satisfaction about the tyres.
 86.67% of respondent are recommending to others to buy Apollo tyres.
 69.33% of respondents are going to buy Apollo tyres in future.
 88% of respondents are not having problem.
 52.67% of respondents are saying the response is belated.
 78% of respondents are having problem in tyres.
 65.33% of respondents are saying complaints are solved by service.
 The respondents are mostly preferred Apollo Tyres.
 The respondents are highly preferred rood grip of the tyres.
Suggestions

From the above study, the sale of Apollo tyres is through quality, durability and mileage. As it
plays very important role among the respondents. As such it is suggested that the title more
concentration can be made an Quality, durability and mileage to achieve a good percentage of target.
Even though the design does n’t have any direct influence on the sale of Apollo tyres, then dealer
should also promptly solve the Queries of the customer. This makes more sales.

™ Some concession should give to the mechanics, because most of Customer are influenced by
mechanics to by Apollo tyres.
™ The company can better improve its quality by making more durable Compotators tyres.
™ Dealer should satisfy the customer needs promptly in an effective manner, the
dealer should be customer friendly. So that the dealer can improve sales volume. The
company should produce better quality product with minimum price and
should increase durability,. Road grip etc., of the tyres, this can improve the sales volume.
The dealer should be made more effective in providing instructions to thecustomers to meet
out the competitors.
Conclusion
Satisfaction of customer is essential for retention of customers and continuing sales of the
product and service of the company to these customers. This is the establishment need for and the
prime importance of satisfaction.

The study will surely help the organization to understand its customer and their requirements
the expectations of customers from dealers and Apollo tyres are clearly explained in the project. The
study also portray the Apollo tyres the position in the minds of customers among other brands of tyres.

The study will be the one of the tool for the decision makers of the company.
Bibliography

1. Kothari.R. – Research Methodology, Methods and Techniques, Wiley EasternLtd., New Delhi
2. Philip Kotler – Marketing Management, Sixth Edition (1990).
3. Philip Kotler – Marketing Management, Analysis Planning, Implementation and
control, Prentice Hall of India Private Ltd.,
4. Sharma D.D. – Marketing Research, Principles Applications and cases,Sultan chand &
Co., New Delhi.
Appendix

QUESTIONNAIRE
A STUDY ON CUSTOMER SATISFACTION ON APOLLO TYRES Please [ ] the
Appropriate Answer Sincerely
I. PERSONAL DATA:
1. Name :

2. Age :

3. Education : A) SSLC [ ] B) H.Sec [ ]

C) Degree/Diploma [ ] D) Others [ ]

4. Occupation : A) Profession [ ] B) Business [ ]

C) Others [ ]

5. Annual Income : A) Below Rs.50000

B) Rs.50001 – 75000

C) Rs.75001 – 100000

D) Above 100000

II. BUYING BEHAVIOUR:

1. What kind of vehicle you owe------------------------------

2. What is the nature of business?

A) Bus Transport [ ] B) Lorry Transport [ ]

3. How long you are doing transport service? ----------------- Yrs.

4. Where do you buy tyres?

5.Which brand you buy? ---------------------------------------------------------------------------------------

6. Do you buy Apollo tyres A) Yes [ ] B) No [ ]

 7. How did you hear about Apollo tyres?

A) Advertisement [ ] B) Friends [ ]

C) Mechanics [ ] D) Company – Sales man [ ]

™How long you are using Apollo tyres?-------------------------------------

™If you buy Apollo tyres, which model you buy? ----------------------------

What factor influenced you the most in buying Apollo tyres?

A) Mileage [ ] B) Quality [ ] C) Duration [ ]

D) Price [ ] D) Road Condition [ ]

11. How long you have relationship with dealers? --------------------------------

III. SATISFACTION ABOUT THE DEALER

S/No Satisfaction about the dealer S HS NS

1 Dealer Instruction

2. The replacement of defective tyres

3. Dealer are customer friendly

4 Retarding facility

5 Promptness of delivery
IV. SATISFACTION ABOUT THE TYRES

S/No Satisfaction about the tyres S HS NS

1 Quality of tyres

2. Price of tyres

3. Mileage given by the tyres

4 Road grip of the tyres

5 Durability of the tyres

V. POST PURCHASE BEHAVIOUR:

1. Do you recommend Apollo tyres to others? A) Yes [ ]

B) No [ ]

2. Will you continue to buy Apollo tyres in future? A) Yes [ ]

B) No [ ]

3. Did you ever have problem with the dealer? A) Yes [ ]

B) No [ ]

4. If yes, how did the dealer respond to you?

A) Promptly [ ] B) Belatedly [ ] C) Never Respondent [ ]

5. Did you have any complaint with the tyre? A) Yes [ ]

B) No [ ]

6. How was the complaint solved?

A) Replacement [ ] B) By service [ ] C) By refund of money [ ]

VI. RANK ORDER

S/No Rank order for brands Rank

1. Apollo

2. M.R.F.

3. CEAT

4. GOOD YEAR

5. J.K. Tyre

6. Dunlop

S/No Rank order for preferring Apollo tyres Rank

1. Better road grip

2. Extra mileage

3. Price consumption

4. Attractive packing

5. Warranty

6. Trade design