A

PROJECT STUDY REPORT

ON
“A STUDY ON CUSTOMER AWARENESS AND
PERCEPTION ABOUT ROADSIDE ASSISTANCE”
OF

SET MY CAR

SUBMITTED BY: SUBMITTED TO:

ABHAY AGARWAL Dr. Narendra Singh Bhati
REG. NO. 180901097
BBA VI -A

Department of Business Administration

School of Business and Commerce
MANIPAL UNIVERSITY JAIPUR

1
 TABLE OF CONTENT

S.NO. Particulars Page No

CERTIFIACATE 4
DECLARATION 5
ACKNOWLEDGEMENT 6
EXECUTIVE SUMMARY 7
I CHAPTER I - INTRODUCTION
1.1 INTRODUCTION 8
1.2 COMPETITOR ANALYSIS 13
1.3 INDUSTRIAL ANALYSIS 17
II CHAPTER II - LITERATURE
2.1 LITERATURE REVIEW 19
III CHAPTER III - RESEARCH METHODOLOGY
3.1 INTRODUCTION 22
3.2 THE RESEARCH PROCESS 22
3.3 TYPES OF RESEARCH 23
3.4 OBJECTIVE 24
3.5 SCOPE 24
3.6 PURPOSE 24
3.7 SAMPLING DESIGN 24
3.7.1 SAMPLE SIZE 24
3.7.2 SAMPLING METHOD 25
3.8 DATA COLLECTION 25
3.9 RESEARCH INSTRUMENT 25
3.10 PROMOTIONAL PARTNERS 25
3.11 CHALLENGES OF THE STUDY 26
3.12 LIMITATIONS 26
IV CHAPTER IV - DATA ANALYSIS
4.1 DATA ANALYSIS AND INTERPRETATION 27
V CHAPTER V - CONCLUSION

2
5.1 LEARNINGS 36
5.2 FINDINGS 37
5.3 RECOMMENDATIONS 38
5.4 REFERENCE 39
5.5 APPENDIX 40
5.6 TOURS AND TRAVELS SURVEY 43
5.7 ROADSIDE ASSISTANCE FORM 45

CERTIFICATE

3
This is to certify that the summer training project (BBA-A) V Sem) through
Manipal University Jaipur entitled “A STUDY ON CUSTOMER AWARENESS
AND PERCEPTION ABOUT ROADSIDE ASSISTANCE OF SET MY
CAR” done by “ABHAY AGARWAL” Roll No. 180901097 is an authentic work
applied by him is completed under my guidance “Dr. Narendra Singh Bhati”.The
matter embodied during this project work has not been submitted earlier for the
award of any degree or diploma to the simplest of my knowledge and belief.

Dr. Narendra Singh Bhati

DECLARATION

4
I hereby declare that the dissertation titled “A STUDY ON CUSTOMER
AWARENESS AND PERCEPTION TOWARDS ROAD SAFETY OF SET
MY CAR”, herewith submitted in partial fulfillment for the award of “Bachelors
of Business Administration” Manipal University Jaipur is an authentic record of
the research work disbursed by me. The matter embodied during this dissertation
has not been submitted for the award of the other degree or diploma.

(ABHAY AGARWAL)
180901097
BBA-A (V SEM)

ACKNOWLEDGEMENT

5
It gives me immense pleasure to completing the project study report on “A
STUDY ON CUSTOMER AWARENESS AND PERCEPTION TOWARDS
ROAD SAFETY OF SET MY CAR”.

I would prefer to thank my research guide Dr. N.S. BHATI for his great help,
valuable opinions, advice, and suggestions in fulfillment of this research.

I am also grateful to my co-coordinator Dr. N.S. BHATI for always encouraging

and given me new hope to try and do this research.

The development of this research proposal trusted the hassle, support, and
guidance of several people whom I should thank.

I’m grateful to my experienced lecturer Dr. N.S. BHATI for his guidance and
constructive criticisms.

I am thankful to our college for all the possible assistance and support, by making
available the specified books and therefore the internet room which have proved
useful to me in completing my research.

I hope that I’ve got succeeded in presenting this research proposal to the most
effective of my abilities.

EXECUTIVE SUMMARY

6
As a part of my Graduation curriculum I made a summer internship project on SET MY CAR
Pune. In this report I am going to share about my experience on the report.
I learned how the process of data collection needs to be done and different methodologies by which
data can be collected. By the help of this data collected, a database is created. After which we need
to identify our target audience to whom we can pitch about the company services. We connect with
the customers and explain the company’s offerings.

Title
A STUDY ON CUSTOMER AWARENESS AND PERCEPTION ABOUT ROADSIDE ASSISTANCE
OF SET MY CAR.

Objective
 To study the level of awareness among potential car users regarding Eco-friendly car
washing.
 To study the perception of car users regarding acceptance of Eco-friendly car washing
services in Pune region.
 To know car user’s opinion about future of Eco-friendly car washing service in India.
 To understand the user’s opinion regarding set my car involvement to develop and
promote Eco-friendly car washing services in urban areas.

On the basis of this I have to research regarding the customer awareness and perception about
roadside assistance of Set My Car and questions like consumer perception of Set My Car help to
generate roadside assistance awareness, recognition and recall in the mind of the consumers,
further on enhancing the awareness about the company?
During the survey I contacted with all my friends and relatives who want roadside assistance of
Set My Car and gathered information through telephonic conversations. The methodology which
I have used is qualitative research with a combination of unstructured questions and structured
questions being, like scale or multiple choices.
Bar Diagrams and pie charts will provide the graphical representation of quantifying the results.

CHAPTER I

7
 1.1 INTRODUCTION

SET MY CAR was founded in 2015 and it caters to automobile industry and is devoted to
providing one stop solution to any or all our car needs. it's a go green company founded by Mr.
Abhay Pratap Singh. It provides a spread of services to settle on from, in step with our needs and
time at hand. The services include doorstep washing and roadside assistance. It also helps the car
to induce certified by the expert technicians at 156 checkpoints before buying or selling and
ensure they're getting the correct deal and a trusted product. Our goal is to present you all the
alternatives and help be sure of your car within the very best way, in terms of your time, money,
and quality. We also get your tires and batteries at the most effective price on your step. the
corporate is trying to integrate the answer for all our care needs. It also makes sure that the
complete maintenance process is quick and straightforward, cheap, and hassle-free.

ORGANIZATION SERVICES

The three services provided by the corporate are -:

 Basic Cleaning

 Premium Cleaning

 Roadside Assistance

BASIC CLEANING INCLUDES

 Exterior cleaning (3 in 1 liquid include cleansing, waxing and polishing services)

 Tyre cleaning

 Vacuuming of interiors

 Doormats cleaning

 Glass cleaning

 Dashboard cleaning

PREMIUM CLEANING INCLUDES

 Exterior cleaning

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 Logo cleaning

 Bumper and Arch cleaning

 Vacuuming interiors

 A/C sanitization

 Dressing of dashboard

 Interior door, Dashboard, Scrubbing and Deep cleaning

 Seat cleaning

 Under body wash

 Alloy cleaning and Degreasing

 Tyre cleaning and Dressing

 Anti-Clare/ Anti rain / Anti fog treatment (once in a very year)

 Engine Dressing

 Tar and Bug removal

 Door Polishing

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 STEPS FOR BASIC CLEANING

Cleaning of glasses through glass cleaner

Cleaning of Tyres

Vaccum cleaning from inside

Cleaning of door mats

Dashboard polishing

Insepection of car of quality

PRICE RANGE FOR BASIC CLEANING ARE -:

Hatchback – Rs.599/-
Sedan – Rs.699/-
SUV/Luxury – Rs.799/-

STEPS FOR PREMIUM CLEANING

Exterior cleaning by car duster

Application of dry wash liquid on car body

Cleaning of glasses and logo

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 Cleaning of interiors throungh vacuum cleaner

Interior door, Dashboard, scrubbing and deep cleaning

Seats cleaning and dressing

Cleaning of door mats

Dashboard polishing

Insepection of car of quality

Cleaning of door mats

Dashboard polishing

Door mats cleaning

Tyre Cleaning and dressing

Removal of tar

Engine dressing

Anti rain / Anti fog/ Anti glare treatment of glasses

Inspection for Quality

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PRICE RANGE FOR PREMIUM CLEANING ARE

Hatchback – Rs.2499/-
Sedan – Rs.2999/-
SUV/Luxury – Rs.3499/-

ROADSIDE ASSISTANCE

 Onsite minor repair

 Replacement of keys
 Flat tire support
 Battery jump start
 Fuel delivery just in case of empty fuel or wrong fueling
 Cost of fuel is payable

TOWING ASSISTANCE

 For electrical and mechanical breakdown, a technique up to 50km coverage.

 For accidental cases a method, up to 50km.

CUSTOMER SERVICE

 Medical Coordination
 Relay of urgent messages.

PRICE FOR ROADSIDE ASSISTANCE ARE AS FOLLOWS

Car – Rs.1699/-
Bike – Rs.1599/-

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 1.2 COMPETITOR ANALYSIS

TVS AUTO ASSIST

With 24X7 emergency services network infrastructure of 5000+ Authorized Service Providers
(ASPs) and own patrols in 6 major cities across 28 states, TVS in partnership with UK based AA
(The Automobile Association), is also an authorized expert in providing roadside assistance in
India.
GOAL: to shield you, the motorist, and ensure your journeys are hassle free
SOAL PURPOSE: to provide timely help in times of your emergency, whenever you prevent on
the road due to breakdown or accidents, or any unfortunate occurrences.
OUR FOCUS: to form your car roadworthy with quicker on-site repairs.

CROSSROADS
Crossroad is an online marketplace and SaaS software company transforming the experience for
all automobile assistance and repairs. Wide selection of dependable and quality services for
emergency roadside assistance, flat beds, tow trucks and garbage repairs. We had changed the
way automobile care business acquire and repair customers.
7 years’ Experience of 24X7 roadside assistance.
300 on Road Assistance/Day. Assistance repairs every 5minutes.
7 lakhs number of times services delivered
15k SOW services since April’17
1.8 lacs user base subscribers on the platform
27 cities crossroads own presence and coverage
12k 3rd party networks/vendors/ mechanics covering, 4,110 locations
89. % accuracy in delivering the services within half hour.

ALLIANZ GLOBAL ROADSIDE ASSISTANCE

Allianz global assistance commenced operations in India in 2007. Globally the company features
a presence in 50 countries with quite 4,00,000 service providers selling voluminous
beneficiaries. Helping people anytime anywhere is that the essence that drives the company and
has always remained at the middle of it.
In India, while roadside assistance is that the core business, with service available 24/7, the
company also offers travel insurance, travel medical assistance, appliance protection and CRM.

13
 Allianz besides offering services direct to consumer also customizes and offers roadside
assistance to leading automobile companies. The company assist in creating and implementing
tailor-made programs to maximize customer satisfaction and loyalty committed to its partners,
Allianz focuses on building customer relationships that also enhance their brand value.

MAHINDRA & MAHINDRA

 Mahindra & Mahindra is that the flagship company of the Mahindra Group. Established in 1945,
our core automotive business has grown into market leadership position whose triple bottom line
ethic is driving industry trends towards technological innovation, social responsibility, and
constantly improving customer satisfaction. Our motivation to allow our greatest on a daily basis
comes from our Core Purpose: "We will challenge conventional thinking and innovatively use all
our resources to drive positive change within the lives of our stakeholders and communities
across the planet, to enable them to Rise."

 Mahindra Road Side Assistance Program could be a 24x7 emergency support provided within
the event your Mahindra vehicle is immobilized because of any mechanical or electrical or
accidental breakdown and therefore the vehicle might not be in an exceedingly position to be
driven to your home, or the destination, or to the closest dealer workshop.

 Mahindra Roadside Assistance Program is accessible around the clock and aims to make sure
that you simply have a pleasant journey virtually anywhere in India with none worry, just in case
the vehicle becomes immobilized because of any reason.

 The 24×7 Road Side Assistance Program covers various services like wheel change, fuel
delivery up to five liters, taxi co-ordination, handling key lock-out situations, minor on-spot
repairs which will be attended on-site and towing your vehicle to the closest Mahindra workshop
in cases of an accident or breakdown.

 Assistance isn't out of bounds with Mahindra Roadside Assistance Program.

RELIANCE ROADSIDE ASSIST

Our Roadside Assistance service is trusted by over 2 lac customers and counting!
What does Roadside Assistance Cover?

The Anywhere Assist feature on your Private Automobile Insurance covers you for:

 24/7 FREE roadside assistance service when your car breaks down
 Battery jumpstart
 Minor repairs
 Tyre punctures
 Emergency Fuel Assistance
 Organizing a taxi
 Organizing Hotel An accommodation

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 Car Towing Service
 Delivering keep a copy key
 Sending Outgoing messages

As a Motor insurance owner, when your car breaks down, you'll be able to avail FREE roadside
assistance within an outsized radius of 25km. So, right from towing assistance, battery jumpstart,
minor repairs, Reliance Private insurance has in offer for you. The list doesn't end here. The
Reliance insurance roadside assistance service is supposed for all who log in to Reliance Private
insurance Policy or for those that log in through Reliance General Insurance.

ICICI LOMBARD ROADSIDE ASSISTANCE

This service entails immediate and prompt assistance in addressing mechanical, electrical, and
logistical issues during a car breakdown that leaves you stranded on the road."

TECHNICIAN VISIT

In case you're unsure of the difficulty at hand, you'll be able to necessitate a

car technician to look at the fault and set it right.

FLAT TYRE CHANGE

An onsite technician may be arranged at a brief notice to switch a flat or to

repair the flat by taking it to the closest garage.

TROUBLESHOOTING BATTERY ISSUE

A car with a dead battery is an ordeal that no driver wants to experience.

Roadside assistance provides you with a facility to jump-start your battery
or a minimum of arrange for a service battery.

FUEL REFILLING

In an eventuality where you unexpectedly run out of fuel, roadside

assistance involves your aid by refilling your car with enough fuel to allow
you to reach the closest petrol station.

15
KEY SOLUTION

Losing your car keys is probably worse than locking them inside the car. Or,
is it the opposite way around? In either case, you remain vexed. In such
contingencies, roadside assistance offers professional support to rearrange
to select up and deliver spare keys or unlock your car.

PHONE ASSISTANCE

Roadside assistance puts you a telephony faraway from expert advice on

tackling minor technical car issues. Customer care executives cannot only
guide you on phone but also offer relevant information just like the
directions to the closest garage, nearest hospital, etc.

CAB SERVICE

Roadside assistance seamlessly coordinates with the closest rental cab

companies to rearrange a cab for you and the opposite stranded passengers.
While a motortruck would take care of your car, you may reach your
required destination with none hassle.

HOTEL ACCOMMODATION ARRANGEMENTS

In case your car being immobilized thanks to accident or breakage insurer

may facilitate arrangement for hotel accommodation in an exceedingly
place near the place of breakdown /accident.

MESSAGE RELAY JUST IN CASE OF ACCIDENT OR

BREAKDOWN

Being unable to tell your family and friends about your whereabouts is
disturbing. insurance firm fills in and relays your messages to them as per
your request.

16
LEGAL ADVISOR REFERRAL

Getting prompt advice from lawyers after meeting with a road accident can
ease your legal troubles. Underwriter may connect you to the experts and
professionals.

HOW CAN ONE AVAIL ROADSIDE ASSISTANCE?

Independent agencies and car manufacturers are few of the entities that
provide roadside assistance to car owners in India. you'll also avail this
facility as an extra cover under a comprehensive car insurance policy.

17
 1.3 INDUSTRIAL ANALYSIS

PORTER’S FIVE FORCE METHOD ANALYSIS

THREATS TO SUBSTITUTE (HIGH)

 Presence of multiple brands
 Narrow service differentiation under many brands
 Price war
COMPETITIVE RIVALRY (HIGH)
 Private label brand by the service provider are priced at discount.
 Highly niche market as several giant RSA provider is already present
BARGAINING POWER OF BUYER (HIGH)
 Low switching cost induces the customer’s product swift.
 Influence of promoting strategies.
 Availability of same or similar alternatives
THREAT OF LATEST ENTRANTS (MEDIUM)
 Huge investment is required for fitting and promoting brands.
 Spending on advertisement is aggressive
BARGAING POWER OF SUPPLIERS (LOW)
 Big RSA providers can dictate the value through economies of scale.

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 SWOT ANALYSIS

STRENGTHS (+) WEAKNESSES (–)

sassed
1. SET MY CAR provides one stop
solution to car cleaning and
stands for the cause of “save
water”.
2. Focus on the urgent need of the
1. Being a new entrant in the market.
customer and provide doorstep
2. Pricing of the service provided
services in respect of car
stands as a reason for losing
cleaning.
customer.
3. Provides trained professionals for
3. Lack of promotional activities.
car cleaning.
4. Provides waterless dry car
cleaning.
5. Provides daily car cleaning
service.

1. SET MY CAR bring out to its

customers a new technique in car
cleaning in the market.
2. Entry into the market where
nobody uses dry wash technology
in car cleaning in that location.
3. MAKE IN INDIA platform has
helped start-ups to grow their
market.
4. Promoting eco-friendly
initiatives.
1. SET MY CAR is a start-up
therefore the most important
challenges stand in its marketing
to let people actually understand
its objective.
2. Other market competitors like Eco
clean cars and Green Salute work
on the same concept.

OPPORTUNITIES (+) THREATS (–)

19
 CHAPTER II
2.1 LITERATURE REVIEW

 Bhavsinh (2015) in his study on consumer perception towards “Car Assistant” with special
reference to Ahmedabad City and to conduct and picked up the information of 100 customers of
Car users were selected and confined to Ahmedabad city. The structured questionnaire was
accustomed collect primary data. Convenience sampling method was used. Percentage analysis
and Chi – square Analysis was adopted during this study. Chi square analysis shows that there is
no association between gender, age, and monthly Income with the satisfaction. The study also
shows that there is an association between Education levels and satisfaction. The study found
that Price shows an important role and influences the buying decision of consumers.

 Minwir Al-Shammari and Ahmad Samer Kanina (2014) studied about "Perceived Customer
Service Quality in an Automobile Company that have five main dimensions questionnaire was
used. 120 samples were randomly selected. The author concluded that the foremost significant
quality dimensions from customer’s viewpoint was the reassurance and reliability followed by
tangibility and responsiveness while the empathy dimension was the tiniest amount important.

 Nur Farahah Mohd Pauzi, Nurjeehan Ayub, Siti Anis Nadia Abu Bakar and Mohd Syazwan
Karim (2014) have studied that "Consumers’ Perception: The Factors Affecting the acquisition
Intention of Car Cleaning Services. The study was conducted among the working adults in India
which accommodates non-academicians, academicians and part time students of Putra school.
The sampling elements 53 was only restricted to those working adults. 125 respondents were
selected for determining the sample size. The study implied that the worth was the foremost
leading contributor factor to the acquisition intention of imported vehicles and also consumers
believed that safety features of imported vehicles definitely definitely worth the price offered.

 Faisal (2014) in his study on Customer Perception towards Royal Enfield with Special relevancy
Malappuram District, Convenient sampling technique was adopted during this study. Sample
size was 100 respondents. Descriptive statistics and Chi- Square test were utilized during this
study.

 Chaudhary (2012) explained that today India is one all told the fastest growing economies of the
world. The Insurance Industry contributes to the financial sector of an economy and also
provides social insurance to the people of a country. The income earning capacity and increasing
rate of literacy are the key factors of the expansion of the Insurance industry. The investors in
insurance are looking for both good return and life risk coverage. This study is conducted in
Pune city to check the notice and satisfaction level of insurance buyers/ consumers. to
comprehend these objectives, a questionnaire is supposed to assemble the knowledge of buyers

20
 of insurance. Reference Chaudhary P., “Awareness and satisfaction level of consumers towards
products.
 Jain and Goyal (2012) noted that the insurance industry is existing since long, the number of
awareness towards the rights and duties regarding insurance are negligible. The study tries to
grasp the eye of the people towards the rights and duties towards life insurance products after the
privatization of the insurance sector. to know this, a primary research was conducted to hunt out
out the extent of awareness towards the rights and duties of the policy holders across
demographic profiles and about the number of awareness towards life insurance policies
prevailing within the market. Chi-square test was accustomed test the importance of the link.

The analysis relies on a sample of 117 individuals from randomly selected general public. a
significant association between the demographic determinants and thus the notice towards the
rights and duties regarding insurance was found showing low level of awareness towards rights
and duties among the policy holders of insurance. The study was undertaken in Rajasthan and
also the methodology is often comfortably to the country. Reference Jain & Goyal, “An
empirical study of the number of awareness towards various rights and duties among the insured
households in Rajasthan, India”, International Refereed Research Journal (2012)

 Prakash (2012) observed that consumer awareness is that the knowledge that a consumer should
have about his/her legal rights and duties. it's must for a consumer to follow these rights. it's
implemented for the protection of the patron, so as that the client isn't exploited by the seller of
the products. Consumer awareness is making the client awake to His/ Her rights. The marketing
term ‘Consumer awareness’ implies that customers note or alert to products or services".

 Thaslim Arif, Dr.K Sirajuddin (2011)-In this text talked about the policy holders perceptions
towards the car Insurance. This study was conducted on studying the demographic profile or the
policy holder’s perceptions towards underwriter. The research was completed supported the
interview agenda with a taster of 100 respective who are considered for the research study. The
results were examined using simple measurement study, Chi-Square test and Freidman’s grading
test. Results discloses that male Respondents are highly ideal. The study has also initiated that
the idea within the establishment} was the first view factors of the policy holder4s to select the
nondepository financial institution.

 Sharma Aparajita (2011) -From this study extracted that the aims is to advance the managerial
capability framework for the middle glassy managers of the general insurance sectors in India.
Secondary enquiry offers the summary of existing generic capability models. the necessities
were witnessed for a capability-based structure within the insurance area in India. Investigation
was accompanied among eight middle glassy managers of the final public and private area
general insurance organizations.

21
Many fleets employ a diffusion of tactics to stay their drivers and vehicles safe while on the road.
Many of those events require the need for emergency roadside assistance.

And while there's never a convenient time to incur a breakdown or other event that necessitates
roadside assistance, there are many factors that impact how a driver is supported through these
taxing experiences.

In the following sections, we’ll provide a top-level view of the roadside assistance industry and a
few of the variables that affect how (and how quickly) emergency roadside service is provided.
However, despite these factors, 90% of the time, a service provider goes to be there within hour
of being dispatched. We’ll also review some ways you'll confirm your fleet is ready to
substantiate roadside service events have minimal impact on the protection and productivity of
your drivers and their vehicles.

Industry sources say that merely 5% of the car owners choose roadside assistance or RSA, while
the remaining contact local mechanics. The startups, who are aggregators of those mechanics,
provide on-demand services. Traditionally, automobile companies offer roadside assistance,
which isn't opted for by many purchasers as a result of delay, selective services and time
constraints.
Besides, the traditional players don't generally provide fixed membership charges — the fees
increase with time. Honda, as an example, charges 1,796 for the primary year and within the 5th
year, the costs are 6,154. Membership details for older cars aren't provided. However, these
players don't have any restrictions on the age of the car, and then the pricing remains the constant
across cars of all ages.

On the choice StrandD, which has pan India operations, offers the services at 5% to 10% but
market rates. the corporate which has partnered with 20,000 service stations offers on-demand
services with payment options through cash, card and net banking. The corporate also offers flat
tariff throughout the day without peak pricing.

Some companies help for bikes and other services like diagnostics and periodical car wash and
engine maintenance. They also provide rating for the mechanics, giving the purchasers a choice
to choose. Chennai-based GoBump, which launched its services in October, having over 9,000
members, has 60% of its customers as car owners.

22
 CHAPTER III
RESEARCH METHODOLOGY

3.1 INTRODUCTION

SET MY CAR can be a start-up which deals with automobile services at doorstep. It provides
innovative services and solutions for car needs. It provides a diffusion of services to choose on
from, in step with our needs and time at hand. The services include doorstep washing and
roadside assistance. It also helps the car to induce certified by the expert technicians at 156
checkpoints before buying or selling and ensure they're getting the proper deal and a trusted
product.

MARKET RESEARCH: - The tactic of gathering, analyzing and interpreting information a pair
of market, some product or services to be offered purchasable therein market, and about the past,
present and potential customer for product or services; research into the characteristics, spending
habits, location and needs of your business’s target market, the industry as a full, and thus the
actual competitors.

3.2 THE RESEARCH PROCESS

A. Selection of research problem: The selection of topic for research may be a difficult job.
after we select a title or research statement, then other activities would be easy to perform.
So, for the understanding thoroughly the matter it must must talk over with colleagues,
friend, experts and teachers. The research topic or problem should be practical, relatively
important, feasible, ethically and politically acceptable.

B. Extensive literature review: After the selection of research problem, the second step is that
of literature mostly connected with the topics. The accessibility of the literature may bring
soften within the research. For this purpose, academic journals, conference and govt. reports
and library must be studied.

C. Making Hypothesis: The event of hypothesis is also a technical work depends on the
researcher experience. The hypothesis is to draw the positive & negative cause and effect
aspects of a problem. Hypothesis narrows down the globe of a pursuit and keep a researcher
on the right path.

23
D. Preparing the research design: Preparing the research design: After the formulation of the
matter and creating hypothesis for it, research Design is to rearrange by the researcher. it's
visiting draw the conceptual structure of the matter. Any sort of research design is
additionally made, depend upon the character and purpose of the study. Daring R. Design,
the knowledge about origin, skill, time and finance is taken into consideration.

E. Sampling: The researcher must design a sample. It’s an idea for taking its respondents from
areas or universe. The sample is also of two types:
I. Probability Sampling,
II. Non-probability Sampling.

F. Data Collection: Data collection is that the most significant work, is researcher. the
gathering of knowledge must be containing on facts which is from the subsequent two sorts
of researcher.
1. Primary data collection:
I. Experiment
II. Questionnaire
III. Observation
IV. Interview
2. Secondary data collection:
I. Review of literature
II. Official and Non-official reports
III. Library Approach.

G. Data Analysis: When data is collected, it's forwarded for analysis which is that the most
technical job. Data analysis is also divided into two main categories:
I. Data Processing
II. Data Exposition

H. Hypothesis Testing: Research data is then forwarded to check the hypothesis. Do the
hypothesis are associated with the facts or not? to search out the solution the method of
testing hypothesis is undertaken which can end in accepting or rejecting the hypothesis.

I. Generalization and Interpretation: The acceptable hypothesis is possible for researcher to

arrival at the process of generalization or to make & theory. Some types of research have no
hypothesis for which researcher depends upon on theory which is known as interpretation.

J. Preparation of Report: A researcher should prepare a report for which he has done is his
work.

3.3 TYPES OF RESEARCH

A. Consumer Research
B. Product research

24
C. Pricing Research
D. Advertising Research
E. Performance Result
F. Annual Profit and Share

3.4 RESEARCH OBJECTIVES

The objective of this project is

 To study the amount of awareness among potential car users regarding Eco-friendly car
washing.
 To study the perception of car users regarding acceptance of Eco-friendly car washing
services in Pune region.
 To know car user’s opinion about way forward for Eco-friendly car washing service in
India.
 To understand the user’s opinion regarding set my car involvement to develop and
promote Eco-friendly car washing services in urban areas.

3.5 SCOPE
There are plenty of barriers in adopting suitable sales and marketing strategy. However, the
advancement of technology and skilled professionals have made the task easier. The industry
seems to induce its acts done dedicatedly by testing various methods to hit at right business
model, the report gives a summary of rapid increase within the need for correct sales and
marketing strategies which act because the backbone foe a start-up.

3.6 PURPOSE

There are plenty of barriers in adopting suitable sales and marketing strategy. However, the
advancement of technology and skilled professionals have made the task easier. The industry
seems to induce its acts done dedicatedly by testing various methods to hit at right business
model, the report gives a summary of rapid increase within the need for correct sales and marketing
strategies which act because the backbone foe a start-up.

Primary Research: The proposed methodology mainly focuses on primary sources where one to
at least one interaction is going to be utilized in order to get lead in market. Using our skills to
approach the hotels, tour and travels so on pitch and explain the standard of our service and
enrolling them in our business. it'll also include set of questionnaires, interviews.

3.7 SAMPLING DESIGN

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3.7.1 SAMPLE SIZE

The sample size of the info is proscribed to 100.

3.7.2 SAMPLING METHOD

The sampling method used is sampling. the info is collected from the purchasers who owns a car.
In most of the cases the customer is unknown about the service either unwilling to pay such a
high price for this eco-friendly car cleaning service.

3.8 DATA COLLECTION

Data collection is the most major work, is researcher. The collection of information must be
containing on facts which is from the following two types of researcher.
1. Primary data collection:
V. Experiment
VI. Questionnaire
VII. Observation
VIII. Interview

2. Secondary data collection:

IV. Review of literature
V. Official and Non-official reports
VI. Library Approach.

3.9 RESEARCH INSTRUMENT

Questionnaire: A questionnaire example may be a tool for data gathering and research that
consists of a group of questions in an exceedingly different kind of question type that's
accustomed collect information from the respondents for the aim of either survey or statistical
analysis study.

The requirement was to come up with customer responses, to search out out what quite service
do they appear for and what's the range they like. It also included many variables like brand
loyalty, brand ambassador associations, price, quality etc. this kind of knowledge was required to
cross check if the corporate is selling the correct style of service within the market.

3.10 PROMOTIONAL PARTNERS

26
Since sales and marketing stands as a vital part for start-up, it's obsessed several measures for its
promotion. it's been promoting its services through Facebook, Twitter, YouTube, LinkedIn and
Instagram.

3.11 CHALLENGES OF THE STUDY

The main purpose of this study was to know various techniques and methods of promoting and
ales of a service towards a customer.
Now performing various sales and marketing activities there has been certain challenges that had
to be faced such as:

 Creating a buying deal pitch too attracted customer’s attention towards the products.
 Lack of trust on the corporate as it’s just a embark and other people haven’t heard about
the corporate the- least bit.
 No identification cards or badges for us interns to assure the shoppers that we are an
element of the corporate yet, creating again trust issues among the potential customer.
 Difficulty in knowing a way to allocate the suitable target market and target customers.
 Difficulty in influencing the customer to travel for the products.
 Customers are questioning the reliability of services of a start-up.

3.12 LIMITATIONS
Some of the restrictions are:

 To focus only on the urban areas of Pune region.

 Lack of secondary data.

27
 The study is proscribed to professionals i.e. (car owners, income- minimum 4-8 lakhs per
annum).
 The sample size is restricted to 100.

28
 CHAPTER IV
4.1 DATA ANALYSIS AND INTERPRETATION

While
conducting the survey for consumer awareness and perception towards road safety .86.2%
respondent belongs to 20-35yrs of age group, 5.2% belongs to 36-50 years while 8.6%
respondent were above 50 years. The second question was of gender in which 46.6% respondents
were female while 53.4% respondent were male.

The graph concludes that 68.6% of our surveyed people are male and the remaining 31.4% are
female.

29
From the above graph we can deduce that majority of the respondent which is 88 of the
respondents have income level less than five lakhs per annum. Which signifies that disposable
income with people is restricted, so we can say that purchasing roadside assistance will not be a
compulsion to them, but it will be a somewhat luxury.

To review
and analyze
consumer
awareness
of road
safety the study restricted to certain areas of qualification. 60% respondents were graduate, 24%
respondent were post-graduate and 16% respondent were professionals.

30
From the above graph I found that 33.3% of the people owns only one car wherein this case the
people are not willing to go for car cleaning services. The highest percentage comes under the
category of people owning two vehicles i.e. 41.2%. This percentage tells us that people might be
willing to go for car washing services. While the rest 25.5% owns three or more cars who will be
willing to go for eco-friendly car cleaning services.

There are many companies who provide roadside assistance service not only in India but across
the Globe. Allianz was popularly known to our respondent with a share of 30.4%. 23.5%
respondent favors TVS Auto Assist, 16.5% respondent choose Crossword while 29.6% favors
others such as Reliance, National Insurance, Videocon etc.

31
The above graph depicts that 56 out of 116 surveyed people thinks that free towing in roadside
assistance is moderately useful. As now a day’s cars are equipped with tube less tires and
complete breakdown occurs rarely. So around 38 of them consider it be less advantageous. The
remaining of them still considers it to be highly advantageous.

The above graph shows the advantages of subscribing the roadside assistance under the factor of
battery jump start. Almost 60 people think that it is moderately advantageous and around 26
people think this is sort of less advantageous in nature. As days are passing hi-tech techniques
are being equipped to keep battery intact under extreme conditions.

32
Roadside makes you a phone call away from expert advice on handling minor technical car
issues. Customer care executives can not only help you on phone but also offer appropriate
information like the way to the nearest garage. So, 55 of surveyed people think that breakdown
service over the phone is moderately advantageous while 32 of them think it is highly
advantageous.

In an eventuality where you unexpectedly go out of fuel, roadside assistance comes to help you
by refilling your car with ample fuel to let you reach the nearest gas station. Therefore 59 of
respondent felt that it is moderately advantageous that arrangement of fuel is beneficial
especially in rural areas.

33
From this graph we can conclude that a larger expense criterion is usual disadvantage for
roadside assistance as we can find 58 of them moderately agrees with it. While 35 respondents
do not consider it to be a major drawback.

From the above graph we can deduce that 58 of the respondents will be affected if there are
sudden changes or hike to prices of schemes. While 38 of them thinks it to be highly
disadvantageous as it may cross the expected budget of them.

34
Most important factor people consider while subscribing roadside assistance that whether the
service provider will be able to get back up at the time of emergency. So around 43 people thinks
that it is easy to get help when their car breaks down somewhat important while only 36 of them
thinks particularly important and almost 22 people think it is most important.

The age of the vehicle plays an important role in adaptation of roadside assistance so do the
surveyed people agreed as 58 people have agreed that it is somewhat important. Most of the
people are lying in the somewhat important section, while particularly important falls sort as it
consisted only 35 people because advancement of technologies in car industry. Now a day a
normal car has an average life span of 5-7 years.

35
 At the back of everyone’s mind there as is an assumption of negativity whether they are into
some work or they are a travelling somewhere. So, to reduce the possibility of odds, people adapt
roadside assistance. From my survey we can conclude that 45 of 116 surveyed people think that
subscribing roadside assistance reduces the chances of odds and provide them safety in needs.
While merely 11 people think that it is not all at important but majority of them thinks important.

We have found that maximum numbers of people are in the zone that makes them feel adapting
roadside assistance somewhat important while considering the factor peace of mind which is
contributes 46 out of 116 people. While around 32 people think it is particularly important as road
side assistance provide them peace of mind as they are assured in the long drive that any mishaps
occur the service provider will be present to solve and fix the issues within a bounded time period.
On the top of that they do not need to spend an extra penny as they have been paying premium for
the service either semiannually or annually.

36
From the above chart, we can find that 45 out of 116 people think somewhat important because it
saves their time as they need adopted roadside assistance. Whereas 17 and 18 survey people
think that roadside assistance not in the slightest degree important and most significant
respectively. But 34 out of 116 people think it particularly important because it reduces the time
of fixing issues under any circumstances. As many roadside assistance providers claim that their
service are going to be available at any point within half an hour of reporting.

37
 CHAPTER V
5.1 LEARNINGS
Being a marketing student, I purchase to be told plenty about marketing strategy
and business development. A marketer should be able to explain the wants and
interest of the target market to the corporate.
For 1-month company survey was done to grasp the potential growth of the
corporate, if they enter within the market. During this fundamental measure I
purchase to shine my communications skills, as tought to interact with many of us
and find to grasp about their preferences and attitude towards the service provided
by the corporate.
Marketing requires lots of research-based analysis to work out what audience
wants and wishes, and lots of careful strategy crafted around that strategy. The
strategy helps us to understand about audience thought process regarding GO-
GREEN product. within the making of report it helped to investigate consumer
survey data.
The modified framework of WARREN BUFFET – a technique where 25 things are
written down and from that top five is picked. I used the identical strategy while
conducting our survey.
STEP: 1 CHOOSE THE FOREMOST SEGMENT TO START WITH:
Brainstorm an inventory of possible no customers that may be present within the
market.
STEP: 2 PRIORTIZING: My work was to be a good prioritize. I must play an
enormous role within the success of my work and content.
STEP: 3 COLLABORATING: I need to collaborate between my work and with
my mentor to pass away the required information in multi directional ways. In my
experience at SET MY CAR the foremost successful marketing coordinate on two
important levels:
 MESSAGING
 DISTRIBUTION
STEP: 4 ANALYZING: As a marketer we are all somewhere on the analytics
expertise scale. Asking good questions, when it involves data and marketing
analytics, is a useful marketing skill to possess on my work.

38
The survey will help the corporate in calculating and analyzing competitors. it'll
help to try to comparative analysis.

39
 5.2 FINDINGS
 After my survey I’m able find that folks over Pune has little income in their as
maximum number of then have income below 5lakhs once a year. So, they choose
the products and services carefully which has maximum benefit with minimum
cost included.

 People over are still sticking to the orthodox way of cleaning vehicles which
incorporates water, where as our company uses special kind of liquid to scrub the
cars. For this reason, the value incurred to customers are on higher side while
availing our service.

 The operations of firms performing towing, roadside assistance and freeway

service patrol activities are more like one another than they're to the car service or
repair classifications to which they're assigned supported this classification
procedure for the industry.

 REVENUE POTENTIAL: Services will be priced individually or as a

package/module for an insurance product (e.g. as a part of a security
package/module) for an insurance product. Paying for services or applications on a
subscription- based model is already a proven concept in other countries in other
industries, where, as an example, Apple formed a full business model around it.
For insures, the target state can be to possess modular product offerings, where
additional service components are included.

 COST IMPROVEMENT: Service offering can increase the utilization of self-

services tools, improve process efficiency, and reduce claims/overall cost for
insures.

 CUSTOMER LOYALTY/RETENTION: As customer enjoy value added services,

faster processing times, and simpler processes, etc., insurers can judge increased
customer loyalty to higher customer satisfaction levels and more frequent customer
interactions.

 DATA GENERATION: Customer data are often gathered from the services
provided and leveraged internally or shared partners.

40
 5.3 RECOMMENDATION

 Company must do promotional activities to boost the attention level of level of

ecofriendly car cleaning services.

 The market surveys should be planned and executed for the expansion and image
of the corporate.

 The price of roadside should be reduced and well balanced while keeping
competitors in consideration.

 Company should conduct a series of surveys of feedback of roadside assistance

service annually.

 Monitoring service keeps track of an ETA (Expected Time of Arrival).

 Closed group follow up with driver to substantiate provider got wind of ETA.

 Offer survey to workers to rate experience while are on incorporate duty.

41
 5.4 REFERENCES

 https://www.linkedin.com/company/setmycar

 https://www.sciencedirect.com/science/article/pii/S0386111211000045

 https://www.researchgate.net/publication/259503359_The_relationship_between_a
wareness_of_road_safety_measure_and_accident_involvement_in_predrivers_The
_basis_of_a_road_safety_programme

 www.tvsautoassist.co.in/Information

 https://www.arcjournals.org/pdfs/ijmsr/v2-i10/18.pdf

 https://www.indianjournals.com/ijor.aspx?
target=ijor:sjdm&volume=11&issue=1&article=004

 https://www.reliancegeneral.co.in/Insurance/Knowledge-Center/Insurance
Reads/Roadside-Assistance-now-FREE-with-Reliance-Car-Insurance.aspx

 https://strategicmanagementinsight.com/tools/porters-five-forces.html

 https://www.wordstream.com/blog/ws/2017/12/20/swot-analysis

 https://journals.sagepub.com/doi/abs/10.2501/S1470785310201053

 http://lrc.acharyainstitutes.in:8080/jspui/bitstream/123456789/3383/1/A%20Study
%20on%20Brand%20Awareness%20and%20Perception%20at%20Bajaj
%20Allianz%2C%20Bengaluru.pdf

 https://www.academia.edu/37810629/A_Study_on_Customer_Awareness_on_Car
_Insurance_Policies_with_Special_Reference

 https://www.slideshare.net/hemanthcrpatna/a-study-of-customer-satisfaction-on-
after-sales-and-service-conducted-at-arpita-bajaj

 https://shodhgangotri.inflibnet.ac.in/jspui/bitstream/123456789/457/3/03_literature
%20review.pdf

42
 5.5 APPENDIX

QUESTIONNAIRE

43
44
5.6 TOURS AND TRAVELS SURVEY

45
Serial Number Name Address Contact Number
1 Dream Tour & Travels Sr No 55/2 Talabani +91 9152461844
Nagar, Kharadi,Pune
411014
2 Reddy Tours & Travels Forest Consult Flat no +91 9423939413
403 A Wing, Ambegaon
Budruk, Pune - 411046,
near sai temple
3 Siddharth Tour & Sr No.48/4, Ganesh +91 9152164180
Travels Nagar, Old Mundhwa
Road, Vadgaon Sheri,
Pune - 411014, Near
Crane Radar Company
4 Swara Tours & Travels Survey 45/a, Sakhare +91 9152894711
Wasti, Hinjawadi, Pune
- 411057, Behind Shell
Petrol Pump
5 24 Tours & Travels Amit samrudhi Hsg +91 9960417617
society, Jangali
Maharaj Road, Pune -
411004, Beside Willslife
style showroom
6 Samarth Tours & Shivaji Nagar, Pune - +91 9604870806
Travels 411005, Near Khurana
Tours And Travels
7 Govinda Tours & Chandani Chowk, Pune +91 9011404453
Travels - 411021, Near RMD
School
8 Alpha Cabs Rameshwaram, 19 +91 8669331447
Sahvidya Nagar, Baner
Road, Baner, Pune -
411045, Opp Sai Sagar
Resturent
10 Siddhi Tours & Travels Vikas Housing Society, +91 9152405968
Koyana Society, Rupee
Nagar-Talwade-Pimpri
Chinchwad, Pune -
412114, Near Hanuman
Mandir
11 Sanskar Tour & Travels 322 Gaonthan +91 9152294381
Chairmanwasti Parisar,
Sanaswadi, Pune -
412208, Near Pandhur
Mandir Sathe Mala
12 Evertime Cabs Survey No 93, +91 9152298130
Tarawade Wasti,
Hadapsar, Pune –
411028
13 Om Sai Tours & Travels Survey No 6/1, +91 9152463115

46
 Thergaon, pune -
411033, Near Ramdev
Baba Mandir Kailas
Nagar Mulsi
14 Travel Time Car Rental Office No 105 1st Floor +91 9152253687
Pvt Ltd. Actral Court B Wing,
Aundh, Pune - 411007,
Near Gaikwad Petrol
Pump
15 Ajit Tours & Travels 1323 Laxmi Niwas, 020 25532635
Jangali Maharaj Road
Main Road, Shivaji
Nagar, Pune - 411005,
Near Anant Chembers

HOTEL SURVEY

5.8 ROADSIDE ASSISTANCE FORM

47
48
49
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