International Journal of Scientific Research and Review ISSN NO: 2279-543X

A SURVEY ON CUSTOMER SATISFACTION OF APOLLO TYRES IN NAGPUR CITY

*Dr. Ruhi Bakhare, Assistant Professor, Dr. Ambedkar Institute of Management Studies and Research, Deeksha
Bhoomi, Nagpur

**Mr. Pratik Bisen, Student Researcher, MBA Sem-IV, Dr. Ambedkar Institute of Management Studies and
Research, Deeksha Bhoomi, Nagpur

Abstract:
Customer satisfaction is defined as a capacity that can found out that to what extent the
customers happy with a company’s products, services, or capabilities. Customer satisfaction
data, includes surveys, ratings and openions and can help a company to control how to best
recover or changes its products and services. An organization’s key emphasis must be to gratify
its customers. This is applicable to industrial firms, retail and wholesale businesses, government
bodies, service companies, nonprofit organizations, and every subgroup within an organization.
This study is limited to Nagpur city only the conclusions are drawn on the basis of data collected
the conclusions may vary if the number of respondents and placed are changed. 100 respondents
were chosen as a sample size for the study.
Key words: Customer satisfaction, Apollo tyres, MRF Tyres and Nagpur
******************************************************************************

Introduction:
Customer satisfaction is an vague and theoretical notion and the real display of the state of
gratification will differ from person to person and products to products and from services to
services. The state of gratification depends upon a number of psychological as well as physical
variables which associates with satisfaction. The level of satisfaction can also differ subject to
the other products against which the customer can associate the organization’s products.
Since gratification is essentially a psychological state and due care should be taken in the effort
of quantitative measurement, even though a large quantity of investigations in this area has
recently been established. Work done by Berry and Borden define ten “Quality values” which
effects pleasure performance, further extended and known as the ten spheres of satisfaction.
These ten spheres of satisfaction include Quality value, timelines, Efficiency, Ease to access,
Environment, inter-departmental Teamwork, Front line services behaviors, commitments to the
customers and innovation.

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Literature Review:
1. THE EFFECTIVENESS OF MARKETING STRATEGY MAKING PROCESSES: A
CRITICAL LITERATURE REVIEW AND A RESEARCH AGENDA
BRIAN SMITH is a visiting research fellow at Cranfield University School of Management
where his work concerns the effectiveness of marketing strategy making processes. He is also
a marketing practitioner with over 20 years’ experience in the medical products sector. He
welcomes comments on this work to b.smith@cranfield.ac.uk.
CONCLUSIONS:- This paper adds to the literature regarding the marketing strategy
procedure. It evaluates the present literature in this area, illustrating areas of agreement and
gaps in the literature. The main gaps acknowledged the concern non-rational plan making the
procedures and the joint inferences of internal and external eventualities. By means of well-
developed theories from the sociological perspective of the organisational behaviour
literature, this work suggests pertinent questions for future research in this field.

2. A LITERATURE REVIEW OF SERVICE QUALITY AND CUSTOMER SATISFACTION

AKRAM JASHIREH Department of Management and Accounting, College of Humanities ,
Islamic Azad university of Hamedan Branch ,Hamedan, Iran jashireh4186@gmail.com
ALIREZA SLAMBOLCHi Faculty Member of Management and Accounting, Islamic Azad
University Hamedan Branch , Hamedan,Iranalireza.slambolchi@gmail.com
CONCLUSION:-The aim of this research work was to get more information about decision
making processes and Customer satisfaction. Consumers are performers on the market place.
Consumers, overall, can be mentioned as persons who acquire or consume products and
services. A product is something that can be presented to please a necessity or want which
contains experiences, persons, places, organizations, information and ideas. Customer’s
selection of product depends on a mixture of product qualities that best suits their
requirements built on sizes of cost, value and prior satisfaction (Kotler 1997)

3. EXPLORING THE VALUE AND PROCESS OF MARKETING STRATEGY

Nashwan Mohammed Abdullah Saif, Wang Aimin
School of Management, Wuhan University of Technology, Wuhan, China

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CONCLUSION:-Marketing strategy is a vital part of important business operation as it

straight affects the consequence and consequence of firm performance. Subsequently one
concern of a marketing plan distresses all of the others, organizing business projects is
important when decreasing interfering and exploiting company profits. In terms of the program
viewpoint the marketing strategy standardization/adaptation is significant in the sense it can
discrete marketing mix elements to be consistent or modified in the international market. In a
nutshell on the 4Ps of marketing policy, a company should be continuously evolving new
products in respect of product life cycle, the product component is the new product itself,
receiving the price right includes investigative customer perceptions and competing products
as well as costs of manufacture, promotion includes conducting a range of promotional
activities.

4. CUSTOMER SATISFACTION TOWARDS APOLLO TYRES IN COIMBATORE CITY

THEEBAN KUMAR.B MAHALAKSHMI.M Research Scholar, Department of Commerce,
Hindusthan College of Arts & Science, Coimbatore, Tamil Nadu, India. Post Graduate &
Research Supervisor, Department of Commerce, Hindusthan College of Arts & Science,
Coimbatore, Tamil Nadu, India
CONCLUSION:- The maximum respondents of the study are using Apollo tyres. So the
company should plan for more promotional programs and should give cognizance to increase the
advertisement. The product should be promoted in virtually all the section of the Medias of
communication. In order to bear in the market, the company should embrace technological
advancement in the product.

Statement of problem:
The main purpose of this project is to study the Marketing Expansion Strategies of Apollo Tyres
towards Customer Satisfaction in Nagpur City, because various brands of tyres are available in
the market and it is very essential to know the level of customer’s satisfaction individual brands.
In this study the researcher attempts to solve this problem, thus understanding the customer
satisfaction level about each brand.

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Sampling technique:
The simple random sampling method was used for the primary data collection.
Sample size: 100 respondents were chosen as a sample size for the study.

Data analysis:

The questionnaire is developed to collect the information for 100 people.

I) Demographic profile:

According to the data collected from the respondents it was found that there are more male’s i.e,
68% than female respondents. The maximum respondents are between the age group between 18
-30 years, as far as occupation is concerns 44% are students, 28% were private employees and
16% were businessmen.

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1. The following Information shows Vehicle they are using:

Vehicles possessed by the respondents

Bike Car Other

12%

31%
57%

Fig1: Vehicles people are using (Pie chart)

Interpretation:

The above graph shows that:

o 57% people are using Bike

o 31% people are using Car
o 12% people are using other vehicle
2. The following information shows which companies tyre they are using:

Brand of tyres used

MRF APOLLO CEAT OTHERS

10%
24% 44%

22%

Fig2: Company’s tyre people are using (Pie chart)

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Interpretation:

The above graph shows that:

 44% people are using the tyre of MRF Company.

 22% people are using the tyre of APOLLO Company.
 24% people are using the tyre of CEAT Company.
 10% people are using the tyre of other companies.

3. The following information shows have they change the Brand:

Change in brand preferences

No
23%

Yes
77%

Fig3: have people changed the Brand (Pie chart)

Interpretation:

The above graph shows that:

 The 77% people change the Brand.

 The 23% people not change the Brand.

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4. The following information shows when they last changed their vehicles tyres :

last changed the tyres

1 year 2 year 3 year More than 3 years

17%
47% 9%

27%

Fig4: when people last changed their vehicles tyres (Pie chart)

Interpretation:
The above graph shows that:
 17% people changed their vehicles tyres in first year.
 9% people changed their vehicles tyres in second year.
 27% people changed their vehicles tyres in third year.
 47% people changed their vehicles tyres after three years.
5. The following information shows the quality of tyres:

Poor Quality of tyre

1%

Good
25%
Excellent
43%

Very Good
31%

Fig5: quality of tyres (Pie chart)

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International Journal of Scientific Research and Review ISSN NO: 2279-543X

Interpretation:
The above graph shows that:
 25% people said that the tyres quality is good.
 31% people said that the tyres quality is very good.
 43% people said that the tyres quality is excellent.
 1% people said that the tyres quality is poor.

6. The following Information shows comparison to other tyres how people rate the following
characteristics of Apollo tyres:

Fig.6: characteristics of Apollo tyres (Bar Chart)

Interpretation:

 The 46% customers are fully satisfied with the e product, the 44% customers are satisfied
and 10% are neutral.
 The 20% customers are fully satisfies with the price, 41% customers are satisfied, 37%
are neutral with the price and 2% are dissatisfied.
 The 40% customers are fully satisfies with the place, 46% customers are satisfied, 14%
are neutral with the place.

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 The 24% customers are fully satisfies with the promotion, 57% customers are satisfied,
19% are neutral with the promotion.
 The 39% customers are fully satisfies with the quality, 50% customers are satisfied, 11%
are neutral with the quality.
 The 39% customers are fully satisfies with the durability of tyres, 44% customers are
satisfied, 17% are neutral with the durability of tyres.
 The 37% customers are fully satisfies with the promotion, 51% customers are satisfied,
12% are neutral with the promotion.
 The 35% customers are fully satisfies with the mileage, 46% customers are satisfied, 19%
are neutral with the mileage.

Conclusion:

This study shows the different aspects about consumer satisfaction of APOLLO Tyres in
Nagpur city. According to analysis and interpretation of data it was found that there are more
male’s i.e., 68% than female respondents. The maximum respondents were between age
group between 18 -30.

Also analysis shows that 44% of respondents are influenced to purchase tyres by the brand
image of the company, most of them are bike users i.e, around 57%. From all respondents
majority of them are using MRF Tyres. From the analysis of the study it can be concluded
that MRF Tyres has comparatively higher preference followed by CEAT Tyrs, APOLLO
Tyres, and others.

According to the study we can conclude that the Apollo tyres company could satisfy the
customers need and purpose, it was also observed that keeping higher price apart almost on all
parameters like quality, Apollo tyres as a product, availability, promotional aspects etc. the
customers are satisfied.

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References:

 Business Research Methods, by Satyaprasad, Sachdeva, Himalaya Publishing Pvt.Ltd.

 Research Methodology for Researchers in Commerce and Management, by Jayalaxmi,
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Books, 2007
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 Dr. Bakhare R, May 2016, “A study on consumer preference towards ITC snacks in
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