TO STUDY THE CUSTOMER SATISFACTION TOWARDS MRF TYRES Submitted in partial fulfillment of the requirements for Master of Business

Administration (MBA) Under Uttarakhand Technical University

By Anuj Kumar Enrolment No. 0121MBA071 Batch of 2012-14

Internal Guide:

Doon Business School

Doon Business School 122MI, Behind Pharma City, Selaqui, Dehradun-248001, Uttarakhand

Acknowledgement

The satiation and euphoria that accompany the successful completion of the project would be incomplete without the mention of the people who made it possible.
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I would like to take the opportunity to thank and express my deep sense of gratitude to Mr. Nitish Gupta (Asst.manager), Mrf Tyres Ltd, my corporate guide, for his kind help and support and valuable guidance throughout the project. I am thankful to him for providing me with necessary insights and helping me out at every single step. I am also thankful to my academic guide Dr. Saxena who has given his valuable and creative suggestions to create this piece of work. I am also thankful to the entire teaching staff of Doon Business School without which this acknowledgement will be incomplete.

Anuj Kumar Signature MBA Date .

DOON BUSINESS SCHOOL

CERTIFICATE OF ORIGINALITY (To be filled in by the student in his / her handwriting) I_________________________________________________________________________ Enrolment No. __________________ of 2012 am a full-time bona fide student of Master of Business administration (MBA) Program of Doon Business School, Dehradun. I hereby certify that this training report project work carried out by me at_____________________ __________________________________________________________________________ Submitted in partial fulfillment of the requirements of the program is an original work of mine under the guidance of the industry guide___________________________________ _________________________________________________________________________ and internal (faculty) guide __________________________________________________ and is not based on or reproduced from any existing work of any other person or on any earlier work undertaken at any other time or for any other purpose, and has not been submitted anywhere else at any time.

(Student's Signature) Date:

(Internal Guides Signature) Date:-

OBJECTIVES OF THE STUDY A customer is not dependent on us we are dependent on customer , this statement is basis thing for every firm or service sector. Objectives are: 1) To know the customer satisfaction towards MRF tyres in Dehradun city. 2). To know the attributes which creates customer satisfaction among MRF tyre users in Dehradun. 3). To know the satisfaction level of the customer with the MRF tyres. 4). To know valuable suggestion form the customer.

MRF Tyres SCOPE & LIMITATIONS

The study is purely based on the survey conducted in Dehradun city and has focused on customers. The study covers the information about the mindset 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 30. 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.

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Scope of the study

To study the Customers Satisfaction towards MRF Tyres 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. Testate 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 organizations 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 Border 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, Zenithal 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 customers 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, Zenithal and Berry as two different measures(perception and expectation of performance) into a single measurement of performance according to expectation. According to Garb and, 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 Liker 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.

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RESEARCH METHODOLOGY
To achieve the stated objective a survey was conducted at Dehradun city regarding customer satisfaction towards MRF Tyres provided by D.D.Tyres show room Dehradun. Primary Data: Primary data is collected by the random sampling method. Here we have randomly interviewed 30 customers through Questionnaire and personal interview and collected the primary data. Secondary Data: These are generally published sources which have been collected originally for some other purpose, they are not gathered specially to achieve the objectives of the particular research project hands but already assembled. Survey Techniques: Once the researcher has decided to use survey method for collecting data he has to make a decision to adopt any one of the following survey techniques.

1. Personal interview

2. Telephone survey

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DATA ANALYSIS AND INTERPRETATION

I have conducted marketing survey on 50 customer to analysis their satisfaction level, forthis purpose I have prepared a questionnaire to collect the information from them. Among these50 customers, only some of them responded as per that now we will see the analysis of the collected data. 1. The following tables shows the factors which motivated the customer to purchase the MRF TYERS

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Interpretation
The above table & graph shows that: A) A. 16 customers have purchased MRF Tyres by their own decision. B. 8 customers have purchased MRF Tyres by their Friends recommendation. C. 9 customers have purchased MRF Tyres by its Brand Image. D. 9 customers have purchased MRF Tyres on the basis of Advertisement. E. 8 customers have purchased MRF Tyres on their Relatives recommendation.

2) The following tables shows the level of satisfaction of customer need/purpose of purchasing MRF TYRES

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Interpretation
The above graph shows that
45 % of people are fully satisfied with the purchase of MRF tyres. 35 % of people are just satisfied with the purchase of MRF tyres. 13% of people are dissatisfied with the purchase of MRF tyres. 7 % of people are fully satisfied with the purchase of MRF tyres

3. As compare to other tyres the MRF TYRES are rated as below

. A)

Price of Tyres

Interpretation
30 % of customers are strongly satisfied with the price of MRF tyres. 35 % of customers are satisfied with the price of MRF tyres. 21 % of customers are not satisfied with the price of MRF tyres. 14 % of customers are fully not satisfied with the price of MRF tyres.

B) Quality Of Tyres

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Interpretation
45 % of customers are strongly satisfied with quality of the tyres. 30 % of customers are satisfied with quality of the tyres 16 % of customers are not satisfied with quality of the tyres 9 % of customers are fully not satisfied with quality of the tyres

C) Durability of Tyres

Interpretation
45% of customers are strongly satisfied with durability of tyres 32%of customers are satisfied with durability or tyres 14%of customers are not satisfied with durability or 9%of customers are fully not satisfied with durability of tyres.

D) Performance Of Tyres

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Interpretation
42%of customers are strongly satisfied with performance of tyres 35% of customers are just satisfied with performance of tyres 14% of customers are not satisfied with performance of tyres 9% of customers are fully not satisfied with performance of tyres

E) Mileage Of Tyres

Interpretation
48% of customers are strongly satisfied with the performance of tyres 30% of customers are only just satisfied with the performance of tyres 13% of customers are not satisfied with the performance of tyres 9% of customers are fully not satisfied with the performance of tyres

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Findings
31% of customers have purchased on there own decision. They have decision on the basis of experience and some customers have taken after making comparison with other tyres. Hence it reveals that customers are satisfied with MRF TYRES Majority of customers means 45% are satisfied with the fulfillment of their need/purpose. Only 30% of customers are fully satisfied with price of the tyres about 21% are not satisfied and 14% of customers are fully not satisfied with the price. About 45% of customers are fully satisfied,30% of customers are only just satisfied and 16% are not satisfied with the quality About 45% of customers are satisfied with durability of tyres, and 14% are not satisfied with durability. about 42% of customers are fully satisfied with the performance of the tyres, and only 14% are dissatisfied. the customers are having a very good opinion about the MRF TYERES about 28% are strongly satisfied with its performance, and only 17% are not satisfied with performance.

the customers are having very good opinion about the behavior of showroom people about 44% of customers are saying they are friendly and only 13% are dont know.

The service charges are very reasonable in the view of about 43% of customers and about 11% of customers believe that the service charges are costly.

Majority of customers are fully satisfied with the MRF TYRES

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SUGGESTION
SUGGESTIONS TO SHOWROOM A) Showroom must recruit well qualified and skilled labors that care about the customer. It will abolish the
problem of unskilled and poor quality service.

B) Showroom employees and workers should maintain friendly relation with every customers.

C) Showroom should provide the remolding system to the existing customers.

D) Showroom should maintain tyres, tube, air compression machines etc,. which are needed to the customer at any time.

E) Always adopt the improvement of servicing system and keep the showroom in good

SUGGESTIONS TO COMPANY

A) The company should reduce the price of their products. B) Improve the distribution network and make available the products in needed time of customers. C) Company always keeps some prizes and gifts to attract the customers. D) The products should advertised in the Regional TV channels and in leading newspaper must

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Conclusion and recommendations

According to the study I conclude that the MRF TYRES company satisfies the customer need and the purpose, but only problem is with the service given to the customers by the showroom. So, as per study in my opinion based on project I can say that MRF TYRES should think about the service provided by showrooms in order to capture the maximum market segment. According to Dehradun city the market is vast almost the whole district customers and other new people purchase the MRF Tyres because it is old brand running tyres in market. Almost people demands the MRF Tyres comparing to other company tyres. Company provide more advertisement and always keep customers need with development of MRF Tyres

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TABLE OF CONTENTS

Contents 1. INDUSTRY PROFILE OF TYRES ........................................... Error! Bookmark not defined. 1.1 An Overview of Indian tyre industry:............................... Error! Bookmark not defined. 1.1.1 Production of major categories of tyres in India is given below .............. Error! Bookmark not defined. 1.1.2 Tyre exports by Indian tyre Industry ....................... Error! Bookmark not defined.
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1.2 Salient Features of Indian Tyre Industry .......................... Error! Bookmark not defined. 1.3 Major concerns of Indian Tyre Industry ................... Error! Bookmark not defined. 1.4 Recommendation for consideration by the Government..........Error! Bookmark not defined. 2. Company Profile: ............................................................... Error! Bookmark not defined. 2.1 THE JOURNEY OF DUNLOP IN INDIA ................................ Error! Bookmark not defined. 2.2 Particulars of the Directors and Officers of the Company Error! Bookmark not defined. 2.2.1 Background of Dunlop India ...................................... Error! Bookmark not defined. 2.3 Vision & Mission ............................................................. Error! Bookmark not defined. 2.3.1 Vision: ....................................................................... Error! Bookmark not defined. 2.3.2 Mission: .................................................................... Error! Bookmark not defined. 2.4 Quality Policy: ................................................................. Error! Bookmark not defined. 2.5 NATURE OF THE BUSINESS CARRIED ............................... Error! Bookmark not defined. 2.6 Products and services of Dunlop Tyres............................ Error! Bookmark not defined. 2.6.1 TRUCK AND BUS TYRE CATEGORIES: ....................... Error! Bookmark not defined. 2.6.2MOTORCYCLE TYRES OF DUNLOP .............................. Error! Bookmark not defined. 2.6.3FARM SERVICE TYRES OF DUNLOP ........................... Error! Bookmark not defined. 2.7AREA OF OPERATION .................................................... Error! Bookmark not defined. 2.7.1Ownership Pattern...................................................... Error! Bookmark not defined. 2.7.2 COMPETITOR INFORMATION ........................... Error! Bookmark not defined. 2.7.2.1. Tyre & Rubber ...................................................... Error! Bookmark not defined. 2.7.3Details About the Key Companies: ............................ Error! Bookmark not defined. 2.8WORK FLOW MODEL OF DUNLOP............................................................................. 25 2.9 FUTURE GROWTH AND PROSPECTS ......................................................................... 26 3. McKinneys 7S frame works ....................................................................................... 26 4. SWOT ANALYSIS OF DUNLOP .......................................................................................... 27 5. Financial Statement: ........................................................................................................ 29 6. LEARNING EXPERIENCE .................................................................................................... 32
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7. INTRODUCTION ............................................................................................................... 33 7.1Key developments ....................................................................................................... 34 7.3SCOPE ..................................................................................................................... 34 8. Statement of the problem................................................................................................ 34 9. Objectives of the study .................................................................................................... 35 10. Scope of the study. ................................................................................................... 35 11. RESEARCH DESIGN ............................................................................................. 35 11.1SOURCES OF DATA ..................................................................................................... 35 11.2SAMPLING DESIGN .................................................................................................. 35 11.2.1 Collection of data through Questionnaires .......................................................... 36 12.Limitations of the study .................................................................................................. 36 13. Project Rationale............................................................................................................ 37 15.CONCLUSION ........................................................................................................... 44 16.RECOMMENDATION................................................................................................ 45 17.Bibliography ............................................................................................................. 46

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Our Brands Tyre & Rubber

Jessop & Company Ltd. Acquired: August 2003 Vertical: Heavy Engineering and Infrastructure Plants location: Kolkata and Durgapur

Engineering & Infrastructure

Health Resort

Corporate Social Responsibility As a responsible corporate organization, the Ruia Group is committed ......

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2.8WORK FLOW MODEL OF DUNLOP The company originated in 1889, when Dunlop Pneumatic Tyre Co. Ltd was formed in Oriel House in Dublin in Westland Row, to acquire and commercialize John Boyd Dunlop's patent for pneumatic tyres for bicycles. In the early 1890s Dunlop Tyre established divisions in Europe and North America. In 1893 a branch office and factory was established in Australia, in Melbourne. In 1896 the company registered a trademark and incorporated a subsidiary in England. Although the pneumatic tyre was successful, Dunlop had financial difficulties, and had to sell its overseas operations. A significant disposal was the sale of the Australian division in 1899 to a Canadian consortium, which incorporated it as the Dunlop Pneumatic Tyre Company of Australasia Ltd. Since then, Dunlop Australia has not been associated with the parent company, except for a 25% share of Dunlop Australia owned by the British company from 1927 to 1984. Initially the company subcontracted manufacture, but by 1902 it had its own manufacturing subsidiary, Dunlop Rubber Co. Ltd, in Birmingham, England. In 1900 the company started production of tyres for motorcars. The company continued its expansion, and in 1918 production started at a new plant in Birmingham, known commonly as "Fort Dunlop" because of the fortress-like appearance of the main building. By 1920 the company had selling subsidiaries or divisions in South Africa, South America, the Netherlands, Belgium, Italy, Denmark, Sweden, Spain and India, manufacturing operations in France, Japan and the USA, and rubber plantations in Malaya and Ceylon. In the 1920s, competition from foreign companies in the UK tyre market intensified, and Dunlop diversified. In 1925 Dunlop acquired the Charles Mackintosh group, and the Dunlop name was applied to footwear and clothing. In 1925 a separate Aerospace Division was formed to cater to the growing aircraft industry's demand for tyres and rubber products. In 1929 the company discovered the use of latex foam
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for mattresses, which was then marketed with the trade-name Dunlopillo. During the 1930s other products involving the use of latex were added to the company's range, including golf balls and tennis racquets. In 1943, the Admiralty Experimental Diving Unit was tasked to develop asuit for divers. Dunlop Rubber produced the Admiralty Underwater Swim Suit Mark I and swim fins They also designed an oxygen rebreather.

2.9 FUTURE GROWTH AND PROSPECTS The future growth of Dunlop company is well. It is performed in international very well. In India some of the state where Dunlop tyres sold more than other tyres. Such as: MRF, ceat etc. and rest of the states it is the competitor of ceat, MRF and other tyres companies. So, its future growth and prospects is fine 3. McKinneys 7S frame works The McKinney 7s model ensures that all parts of the organization are in harmony. The 7s model consists of seven elements_ The Seven Elements The McKinsey 7S model involves seven interdependent factors which are categorized as either "hard" or "soft" elements: "Hard" elements are easier to define or identify and management can directly

influence them: These are strategy statements; organization charts and reporting lines; and formal processes and IT systems. "Soft" elements, on the other hand, can be more difficult to describe, and are less tangible and more influenced by culture. However, these soft elements are as important as the hard elements if the organization is going to be successful. Their company employs more than 98,000 people in 70 countries.

They have hundreds of facilities worldwide, including office, plants, sales and distribution centres. They are committed to creating an environment where their people do their best
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work, contribute to dunlop success, and manage their work life. They believe that people develop on the job by doing stimulating and challenging work, learning fom others, and receiving feedback. Their employees realize their potential through development, coaching, mentoring, and training programs.

Their Workforce

Their business teams require a variety of thought, energy and insight to attain and maintain a competitive edge. They know that the strength of their company lies in the combined contributions of the individuals who make up their business teams.

Strategies theyre striving for top-tier financial performance. And they have their strategies in place to get us there. Build a High-Performing Organization. Its no coincidence that their first strategy is about their people since their employees are the ones powering their success. They have a strong leadership team. They have a simplified organization that puts local business units at the heart of the company so decisions are made closer to the consumer. Reframe Their Categories They market many of the worlds leading and most beloved their products. And want their products to give consumers millions of smiles every day. Theyre doing this by focusing on building a global powerhouse in radial tyre , 2 wheeler tire and quick Exploit Their Sales Capabilities .Dunlop tyres taking full advantage of their size and broad reach . It has one of the largest and most powerful sales forces in the tyre industry. This gives Dunlop an advantage that other competitors simply cant match.

4. SWOT ANALYSIS OF DUNLOP The SWOT analysis stand for strength,weakness,opportunities and threat. It means that the Dunlop tyres SWOT analysis..

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 S:- The strength of the Dunlop tyres is that the automobile sector grows Rapidly and the Dunlop tyres is available at low cost in comparison to other tyres companies It provides unconditional warranty in 2 and 3wheelers. The price of Dunlop tyres is low.Dunlop tyres is best in foreign countries. It makes sports tyres in U.K .Dunlop tyres is U.K based companies. It works in India under falcon tyres.

W:- The weakness of the Dunlop is that it is not perform better in India. It works under Falcon tyres in India. In India the leading tyre company is MRF. The main weakness is that in India it faces lots of competition through different tyres

companies. Such as MRF, JK TYRES, RALCO, BIRLA, APPOLO, GOODYEAR etc. The tyre companies whose growth is better in Indian market Whose are available in the segment of truck tyre. The Dunlop tyre is available only in 2-3 wheeler segments. O:- The opportunities for Dunlop tyres is that the automobile sector grows very rapidly. Due to grow of automobile sector the demand of tyres is also increase. The main opputinies for Dunlop tyres in India is that the price of Dunlop tyre is low than other tyres companies . it also provides unconditional Warranties which creates his other value than its competitor in the Indian market. The Dunlop tyres is available in all segment. IN 2-3 wheeler the Dunlop tyres creates good image in the market. In U.K the Dunlop tyres is available in all segment such as:- sports tyres, 2-3 wheeler tyres, truck etc. It mean to say that the opportunities for Dunlop tyres is available in the Indian market. T:- The threat for Dunlop tyres is that in India it is not available in truck segment it is a big threat for Dunlop tyres .Because, in Indian market the tyres companies sell more or cover the market with the help of truck tyres. Because the truck tyres cover the 30% of the entire tyre market on this basis the Dunlop is back than other tyres companies. In the Indian market the competitor of Dunlop tyres is growing day by day. The main competitor of Dunlop is MRF,Ceat,Apollo,Ralco,Birla,Goodyear,JK Tyres etc. so, the main threat for Dunlop Company is his competitor growth. And one more threat is that it does not focused on truck
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tyre segment .It is a big threat for Dunlop because in Indian market to grow his share the Dunlop should be focused on truck tyre segment.

5. Financial Statement:

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30

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CURRENT RATIO The current ratio measures the short-term solvency of the firm. It establishes the relationship between current assets and current liabilities. It is calculated by dividing current assets by current liabilities

Current Ratio = Current Asset Current Liabilities =5261.99/3383.53 =1.55517 6. LEARNING EXPERIENCE The learning experience during Sip in Dunlop is great. I do market research in Dunlop . I collect the data from Dehradun market. I visit the Dehradun market and collect the data from taxi owner, auto owner, meet different dealer in Dehradun, Rishikesh, Roorkee and Haridwar market to get the information about the Dunlop tyres . It mean to say that the response of the Dunlop tyres in these market. The main reason for collecting the data to get the information about the position of Dunlop in the market and find the reason if the position of Dunlop is down in the market what the reason behind it? it mean to say that to find the reason why the sale of the Dunlop is going down. The aim of the research is that to provide the information about the Dunlop tyres which is added in the Dunlop.When I meet to the different types of dealer it gives me other types of feeling to understand the market. Due to that I feel very confident in the market.it is the another type of feeling. I also make some dealer for Dunlop in Dehradun market. By these work I feel very confident and I feel energetic .By these research I understand the market and get the practical knowledge about the market.Finally,it is a great experience in Dunlop.

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SECTION- B

7. INTRODUCTION Falcon Tyres, Ltd. engages in the manufacture and marketing of various Nylon bias ply tyres and butyl tubes under the name of DUNLOP and FALCON. It offers products for two and
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three wheelers, passenger cars, Jeep, light commercial vehicles, and farm vehicles. The company was incorporated in 1973 and is based in Bangalore, India. Falcon Tyres, Ltd. Is a part of Ruia Group 50 Chache Towers 1st Floor Founded in 1973 Residency Road, PO Box 25049, Bangalore-560025, India. 7.1 Key Developments Falcon Tyres Ltd. Reported Earnings Results for the First Quarter Ended June 30, 2008 08/11/2008 Falcon Tyres Ltd. reported earnings results for the first quarter ended June 30, 2008. For the quarter, the company reported net profit of INR 5.43 million 0.96 earnings per share on net sales of INR 1,421.83 million against net profit of INR 12.88 million or INR 2.27 earnings per share on net sales of IN841.22 million for the same period a year ago. Falcon Tyres Ltd. Announces Earnings Results for the Quarter Ended March 08/5/2008FalconTyres Ltd. announced earnings results for the quarter ended March 2008. For he quarter, the company saw 3.33 times rise in profit to INR 20.93 million from INR 6.27 million in the same quarter, last year. Net sales for the quarter rose 2.83 times to INR 1,885.82 million compared with INR 664.61 million in the corresponding quarter,a Years ago .Falcon Tyres Ltd. Appoints Umesh Bhargava as Managing Director08/5/2008Falcon Tyres Ltd. announced that Mr.Umesh Bhargava has been appointed as Managing Director of the Company with effect from July 30, 2008.

7.3SCOPE The scope of the study has been limited to a few tyres manufacturing majors. It does not extend to all the segments available in the market. Only Dehradun district has been covered in this study. Any development in the tyre market after July 2008 is beyond the scope of this study.

8. Statement of the problem. To assess the relative competitive position of Dunlop tyres in the minds of the consumer and dealers. To understand the consumer behaviour about Dunlop Tyres.
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 To determine the market share of Dunlop tyres in Dehradun. To assess the relative competitive position of Dunlop tyres in the minds of the consumer and dealers.

9. Objectives of the study To understand the consumer behaviour of customers of tyres. To understand the perception of customer of tyres. To determine the market share of Dunlop tyres in Dehradun. 10. Scope of the study. The scope of the study includes uses of tyres in Dehradun. The study helps in determining the consumer behavior and market share of Dunlop tyres in Dehradun .It does not include detailed analysis of underlying reasons of such factors. Perception of customers Truck tyres All LCV etc. Dehradun district has been covered in this study. Any development in the tyre market after July 2013 is the beyond the scope of this study. 11. RESEARCH DESIGN Type of Research Exploratory Descriptive 11.1SOURCES OF DATA Primary data (survey) Secondary data (internet, magazine, website etc) 11.2SAMPLING DESIGN Population:

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 Sampling unit: Individual, Drivers, Transporters Sampling size: 65 Sampling Technique: convenience sampling. Period: June-July 2013 Extent: Dehradun city

11.2.1 Collection of data through Questionnaires Research Instrument:Structured question with closed ended questions administrated in person.

CONSUMER BEHAVIOR & MARKET SHARE OF DUNLOP TYRES Objective: Analysis of Fitment of Dunlop TYRES by the personal Contact,Interview,questionnaire & fitment survey. Place: DEHRADUN

12.Limitations of the study 1 . Survey represents only Dehradun market position:- Because this survey is conducted in Dehradun. So we cannot imagine through it nation level market position of Dunlop tyre. 2. N o n r e s p o n d e n t : - In this survey many respondent are included which give no

idea according our survey objective. 3. S a mp l e s i z e i s l i mi t e d : - In this survey I take only 65 units as sample size. The

conclusion is find out through this sample size. So it not represents all market.

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4 . T i m e i s l i m i t e d : - This survey is done within 6 to 7 week, so it may be possible that some aspect may be left. 5 . F a l l s i n f o r m a t i o n : - In this survey we cannot say that every information correct because many respondents gives falls information it may more positive or negative 6 . F i n a n c i a l p r o b l e m : - Money play very important role in any work in this survey there is also effect of finance because I have limited finance.

13. Project Rationale CONSUMER BEHAVIOR & MARKET SHARE OF DUNLOP TYRES Objective: -Analysis of Fitment of Dunlop TYRES by the personal contact, Interview, questionnaire & fitment survey. Place: DEHRADUN

Sample Size: 1- 65Customer data collection 2- Fitment survey of vehicles. 14.UTILITY: From the collection of data we analyses the consumer behavior & market share of various brand of Dunlop Tyres & take valuable information of tyre industry. Results: The result is divided into the following categories:37

A:-FITMENT SURVEY Analysis of front tyres. Analysis of Rear Tyres Over all Analysis (Front + Rear) follows around 75% customer said that they purchase Dunlop Tyres from the exclusive dealer of Dunlop Tyres, 20% customer said that they purchase from MBDs (Multi brand dealer ) so that they could make a comparison of cost between Dunlop and other brands available and rest 5% customer said that they purchase Dunlop Tyres from other tyres traders Analysis of front tyres. Analysis of Rear Tyres Over all Analysis (Front + Rear)

Analysis ANALYSIS OF FRONT TYRES AUTO (Three Wheelers) (65 Tyres)

COMPANY DUNLOP RALCO CEAT

NO.OF TYRES 16 2 15

%SHARE 25.12% 3.37% 23%

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MTL MRF TVS OTHER

2 27 2 1

3.37% 41% 3.37% 1.56%

GRAPHICAL PRESENTATION OF DEHRADUN MARKET

30 25 20 15 10 5 0 DUNLOP RALCO CEAT MTL MRF TVS

%SHARE
DUNLOP RALCO CEAT MTL MRF TVS

ANALYSIS OF REAR TYRES

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AUTO (Three Wheelers) (65Tyres)

COMPANY DUNLOP RALCO CEAT MTL MRF TVS OTHER

NO.OF TYRES 16 2 15 2 27 2 1

%SHARE 25.12% 3.37% 23% 3.38% 41% 3.36% 1.56%

SHARE IN AUTO(Three Wheeler REAR Tyres)Dehradun

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30 25 20 15 10 5 0 DUNLOP RALCO CEAT MTL MRF TVS OTHERS

%SHARE
DUNLOP RALCO CEAT MTL MRF

OVER ALL ANALYSIS (FRONT+REAR) AUTO (THREE WHEELER)65 TYRES COMPANY DUNLOP RALCO CEAT MTL MRF TVS OTHER NO.OF TYRES 16 2 15 2 27 2 1 %SHARE 25.12% 3.37% 23% 3.37% 41% 3.37% 1.56%

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30 25 20 15 10 5 0 DUNLOP RALCO CEAT MTL MRF TVS OTHERS

%SHARE

DUNLOP RALCO CEAT MTL MRF TVS OTHERS

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% AGE OF SATISFIED AND DISSATISFIED USER OF DUNLOP TYRES

Satisfied or non satisfied customer

SATISFI

The 83% customers are fully satisfied with the Dunlop Tyres and 17%customers are not satisfied with the Dunlop Tyres meet the different customers. Customer said that the quality of Dunlop Tire is very good. Tire is very costly but the performance of Dunlop Tire is better than other tyres. They said that the claim policy of Dunlop Tire is very good. Several customers are very friendly and the cooperate in our work but few customers behaved very rudely. Customers are very happy with the campaign and they said that they gain a lot of knowledge from the campaign and they said that campaign should be organized continuously in different area. These things give us good experience and obtain good knowledge about customer attitude.

Analysis/Design, Interpretation of results, findings, observations and suggestions

2WHEELER MOTORCYCLES AND SCOOTERS: The respondents of the survey mostly had fitment and hence they had very less information and awareness about the tyres. Feedback: The customers gave positive feedback regarding the Dunlop tyres and only few wanted some improvement in the quality such as strong grip etc. Suggestion: The customers suggested revamping of the marketing strategies and brand awareness of the company.

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3WHEELERS VIKRAMS: Results from the survey shows that CEAT tyres are the leader in this segment as it comes with original equipment manufacturer (OEM) fitment and also due to its low cost and narrow width of the tyre compared to its peer brands. Feedback: MRF tyres are hard and durable and hence superior compared to peer brands but due to its broad width , it has adverse effect on the rim of the vehicle. Dunlop tyres are soft in quality hence during summer, it suffers with swelling and rapid wear tear. Suggestions for Dunlop tyres: The drivers recommended to improve the hardness of the tyre quality with heavy grip at a low cost compared to its peer brands. LOADING CARRIERS: Results from the survey shows that MRF tyres is the major player in the segment due to its hard quality tyre and durability. Feedback: Dunlop tyres are soft in quality and hence suffer rapid wear and tear during summer. Suggestion for Dunlop tyres: The drivers recommended improving the hardness of the three quality. PASSENGER AUTO: Results from the survey that MRF tyres are the major player in this segment due to its superior quality and durability. Feedback: Dunlop tyres are soft in quality and hence suffer with frequently swelling problem.

15.CONCLUSION 1. The market share of Dunlop Tyres In Dehradun more than16.33 % in three wheeler Segment. 2. The market share of Dunlop Tyres In Dehradun more than 25.12 % in two Wheeler Segment. 3. Approximately 77% customers are satisfied with the Dunlop Tyres.
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4. Rate of Dunlop Tyres is not high against with the other Company tyres. 5. After sale service (Claim) of Dunlop Tyres is very good. 6. Dunlop Tyres is the only company who has segmented their tyres in 10 ply Rating for three wheeler. 7. Approx. 82% customer said that they get Dunlop Tyres very easily whenever they require them from the nearest dealer. 8. Around 75% customer said that they purchase Dunlop Tyres from the Exclusive dealer of Falcon Tyres Ltd. 9.Buying behavior of customer for Dunlop tyre is that it is available at low price in comparison to other tyres and its claim policy is better than other.

16.RECOMMENDATION In our market analysis I find many block hole in marketing strategy and Dunlop product Existing product want some improvement according change of technology , competition And spread of market. In our experience which I get within 45 days . I would like to suggest following points. In our market analysis I find many block hole in marketing strategy and Dunlop product Existing product want some improvement according change of technology, competition And spread of market. In our experience which I get within 45 days . I would like to suggest following points. 1. Made heavy duty tyres according demand of customer. 2. Expand its advertisement emphasis on personal advertisement. 3. Open more outlets in order to insure availability of product (tyre) in Dehradun market. 4 . M a k e c l a i m p o l i c y e a s y a n d g i v e c l a i m o n d e ma n d .
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5. To give more discount and gift in order to competit its competitor 6. Provide facilities to payment in installment. 7. To provide cheaper tyres with advanced quality. 8. To make better study of its competitors strategy for monopoly in market.

17.Bibliography MARKETING MANAGEMENT:By Philip kotler RESEARCH METHODOLOGY:By C.R. Kothari MAGAZINES:Business World Business Today WEBSITES:www.falcontyres.com
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www.dunlop.co.in www.google.com www.wikipedia.com

QUESTIONNAIRE

Name. Address Mobile no 1. Could you change your vehicle tyre? 2. Which brand you mostly prefer? (a) Yes (b) No (d) Others

(a) MRF (b) CEAT (c) DUNLOP

3. Why do you use this brand(a) Quality (b) Price(c) Brand name (d)Other reason 4.Have you heard about Dunlop tyres ?(a) Yes (b) No
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5.How do you know about this tyre ?(a) Through shop (b) Friends(c) Advertisement (d) Other resources 6.Have you ever fitted Dunlop tyre ?(a) Yes (b) No 7.Mostly when you change your vehicle tyre ?(a) After 1 year (b) After 2 year (c) After 3 year (b) After 4 year 8.Are you satisfied with Dunlop tyres ?(a) Yes (b) No 9.Are you satisfied with Company claim Policy ?(a) Yes (b) No 10Dunlop tyres are easily available in the market? (a)Yes (b) No if you are not satisfied please give some suggestion. ... .

Signature. Date

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