PREFACE

The report is an Integral Part of the Bachelor of Business Administration, Curriculum of

Department of Management, JAGAN INSTITUTE OF MANAGEMENT STUDIES
affiliated to IP University. During the course of training, the researcher is expected to use
and apply his academic knowledge and gain a valuable understanding about the
organization. During the course of my training, I did a comprehensive study of feedbacks
of consumers of ROLLS ROYCE MOTOR CARS LTD. In this report I have put my lines
effort to compile the data with utmost accuracy and give the views to the best of my
judgment.

ACKN
OWLEDGEMENT

I owe my sincere thanks and gratitude to Ms Sarita solanki (Project mentor) who inspired
me by her able guidance and was a constant guiding light during the course of project
study. The support and knowledge provided by her has been a great value addition for me
and will go a long way in building a promising career. I would also like to express my
deep and sincere gratitude to Rolls Royce motor car ltd. The project was a great source of
learning and a good experience as it made me aware of the professional culture and
conduct that exists in an organization. And finally I would like to thank god and my
parents who inspired a lot for the completion of the project.

ATUL GARG

Student Declaration

This is to certify that I have completed the Summer Project titled CONSUMER
SATISFACTION of Rolls Royce under the guidance of Ms Sarita Solanki in partial
fulfillment of the requirement for the award of Degree of

Bachelor of Business

Administration at Jagan Institute of Management Studies. This is an original piece of

work & I have not submitted it earlier elsewhere.

ATUL GARG
BBA 3rd semester
Roll no. 03950401712

Executive summary

Automobiles have become an indispensable part of our lives, an extension of the human
body that provides us faster and convenient mobility every passing day. Behind this
betterment go the efforts of those in the industry, in the form of improvement through
technological research.

Rolls-Royce Limited was created over a famous lunch in May 1904. Henry Royce, a
successful engineer, struck a deal with Charles Rolls, owner of one of the first car
dealerships. The rest is history. The ensuing series of two, three, four and six cylinder
cars broke the mould for engineering and craftsmanship. The Silver Ghost, launched in
1907, was a car of legendary smoothness that completed a 14,371 mile virtually non-stop
run, creating 'the best car in the world' legend.

As this project is all about Segmentation, Targeting, Positioning it shows the marketing
strategy of the company that how it made its car eligible of different countries, condition.
Rolls Royce is definitely able to attract todays generation but there is a huge problem of
affordability and different terms and conditions while buying.

TABLE OF CONTENTS
TOPIC

PAGE NO.

1) PREFACE
2) ACKNOWLEDGEMENT
3) EXECUTIVE SUMMARY
4) TABLE OF CONTENT
5) CHAPTER -1 : INTRODUCTION
OVERVIEW
PROFILE OF THE ORGANIZATION
SWOT
COMPETITION INFORMATION
6) CHAPTER -2 : OBJECTIVES AND METHODOLOGY
SIGNIFICANCE
OBJECTIVES
SCOPE OF THE STUDY
METHODOLOGY
7) CHAPTER -3 : CONCEPTUAL DISCUSSION
8) CHAPTER -4 : DATAANALYSIS
9) CHAPTER -5 : FINDINGS AND RECOMMENDATIONS
10) BIBLIOGRAPHY

Chapter 1
INTRODUCTION

OVERVIEW
Rolls-Royce Motor Cars Limited engineers, manufactures and distributes luxury
automobiles and automobile parts worldwide. Rolls-Royce Motor Cars Limited is a
wholly owned subsidiary of BMW AG established in 1998 after BMW licensed the rights
to the Rolls-Royce brand name and logo from Vickers PLC and the acquired the rights to
the Spirit of Ecstasy and Rolls-Royce grill shape trademarks from Volkswagen AG.
Rolls-Royce Motor Cars Limited operates from purpose built administrative and
production facilities opened in 2003 across from the historic Goodwood Circuit in
Goodwood, West Sussex, England, and United Kingdom. Rolls-Royce Motors Cars
Limited is the exclusive manufacturer of Rolls-Royce branded motor cars since 2003.
Although the Rolls-Royce brand has been in use since 1906, the Rolls-Royce Motor Cars
subsidiary of BMW AG has no direct relationship to Rolls-Royce branded vehicles
produced prior to 2003. The Bentley Motors Limited subsidiary of Volkswagen AG is the
direct successor to Rolls-Royce Motors and the other various predecessor entities that
produced Rolls-Royce and Bentley branded cars between the foundation of each
company and 2003, when the BMW-controlled entity started producing cars under the
Rolls-Royce brand.
The Rolls-Royce Phantom 4-door sedan was the first product offered for sale in 2003.
Since then, Rolls-Royce Motor Cars has expanded its product line up to include an
extended wheelbase version of the Phantom sedan, a Phantom 2-door coup and Phantom
convertible version and the less expensive Ghost 4-door sedan and Wraith 2-door coup.

PROFILE OF THE COMPANY

THE BEGNING
Rolls-Royce Limited was created over a famous lunch in May 1904.
Henry Royce, a successful engineer, struck a deal with Charles Rolls,
owner of one of the first car dealerships. The rest is history. The
ensuing series of two, three, four and six cylinder cars broke the mould
for engineering and craftsmanship. The Silver Ghost, launched in 1907,
was a car of legendary smoothness that completed a 14,371 mile
virtually non-stop run, creating 'the best car in the world' legend.

THE FOUNDERS
Charles Rolls studied mechanical engineering at Cambridge. The first undergraduate to
own a car, he soon began racing. To fund his passion he set up a dealership, selling
mostly foreign cars. His search for a supplier of reliable English cars led to his
introduction to Henry Royce.
The first aviator to complete a double-crossing of the English Channel, he was killed in a
crash at an air show in July 1910.

Sir Henry Royce Known for his attention to detail and pursuit of perfection, Henry Royce
registered his first patent (the bayonet lamp socket) in 1887. His company produced
dynamos, electrical motors and cranes.
Dissatisfied with his Decauville, Royce decided to improve on it and turned his attention
to building the best cars in the world. By 1903 he had designed and built his first engine.
His first prototypes took to the road in 1904.

1920s
The aptly named Rolls-Royce 20 HP, also known as the 'baby' Rolls-Royce, was launched
in 1922. Aimed toward owner-drivers it became popular with the burgeoning professional
middle classes of doctors, solicitors and businessmen. Its engine was a straight sixcylinder with a capacity of 3,127 cc and had a maximum speed of 62 mph.

In 1925 the Silver Ghost was replaced by the "New Phantom", which was later known as
Phantom I. The last batch of Silver Ghosts was built in 1927 as armored car chassis for
the Russian Trade Delegation "ARCOS". The Phantom was built both in the UK and in a

new factory in Springfield, Massachusetts.

After the war Rolls-Royce resumed car production and opened its first US factory in
1921. The 'R' engine was developed for Britain's entry in the 1929 Intercontinental
Schneider Trophy seaplane contest. Royce reputedly sketched its design in the sand at
West Wittering with his walking stick. As well as winning the trophy, the engine also set
a new world air speed record. This engine developed into the legendary Merlin, which

later powered allied aircraft such as the Spitfire and Hurricane.

1930s
The 1930s was the era of broken land, air and sea records. Sir Malcolm Campbell broke
the land speed record in Bluebird at 272.46 mph in 1933. In 1937 George Eyston
smashed this with 312.2 mph in Thunderbolt, powered by two Rolls-Royce 'R' engines.
Sir Henry Segrave broke the world sea record at 119 mph in Miss England II, powered by
'R' engines. Moments later he was killed after colliding with a submerged tree stump.

The Phantom II had a much-improved chassis, which made it the ideal choice for those
who thought nothing of finishing work on a Friday and heading down to the South of
France for the weekend. Better-known body styles were the Barker close-coupled touring
saloon; Park Ward Continental coupe and Barker torpedo tourer. The Park Ward
Continental would do 92.3 mph and 0-60 in 19.4 seconds.

The Phantom III was Rolls-Royce's first V12 engine car - a 60 degree unit of 7,340cc.
Better known body styles are: Park Ward limousine and sedanca de ville; Hooper sedanca

de ville. Performance for Park Ward limousine: 91.84mph and 0-60 in 16.8 seconds.

1940s
World War II shifted focus to aero engines at the Derby Works and a new factory in
Crewe, commissioned by the Air Ministry, which became the home of Rolls-Royce in
1946. The war changed the perception of Rolls-Royce from a "brilliant sprat in the ocean
of technology" into a world contender in aero propulsion. This was demonstrated with the
Gloster Meteor which, powered by Rolls-Royce Derwent V engines, established a new
world air speed record of 606 mph.

All the Silver Wraiths had coach-built bodies. They continued in production until 1959
using the 4887cc engine to cope with increasingly heavy bodies such as H.J. Mulliner
sedanca de ville and Hooper touring limousine.

The Silver Dawn was the first Rolls-Royce to be sold with a standard steel body and all
were exported. A few were fitted with coach-built bodies and these are very collectable.
The six-cylinder in-line engine of 4,257cc was enlarged to 4.5-litre in 1951 and then to
4.9-litres in 1954.

1950s
In the second half of the 20th century, Rolls-Royce began their long association with the
Royal Family, replacing Daimler as the preferred supplier of motor cars to the monarchy.

In 1950, HRH Princess Elizabeth and the Duke of Edinburgh broke a long-standing royal
tradition and took delivery of the first Phantom IV. Designed exclusively for Royalty and
Heads of State, the Phantom IV is one of the rarest Rolls-Royce motor cars in the world,
with only 18 ever being produced.

1960s
The swinging sixties saw Rolls-Royce appeal to a new breed of owner. With
many actors, pop stars and celebrities of the day choosing the marque. Not

for the first time, a Rolls-Royce became a star of the silver screen itself.

Introduced in 1965, the Silver Shadow I was the first Rolls-Royce to feature a
monocoque chassis. It had a top speed limited to 118 mph and was capable of producing
220BHP at 4,500 rpm.

1970s
The 1970s proved to be a challenging decade for Rolls-Royce. Despite going into
receivership and relaunching as two separate companies, Rolls-Royce Limited for the
aero division which became Rolls-Royce plc in 1985, and Rolls-Royce Motors Limited

for the Motor Car division, many notable models were introduced.

The Camargue was coach-built on a Silver Shadow platform by Mulliner Park Ward with
styling by Pininfarina. The first Rolls-Royce designed to metric dimensions, it offers
advanced features including automatic split-level air conditioning. The Silver Shadow II
improved on the original, with exterior changes, particularly the wrap-around black
bumpers and an air dam below the front, and improved handling characteristics.

1980s
British defense company Vickers bought Rolls-Royce Motors Limited in 1980 and
continued producing Rolls-Royce and Bentley cars. Renamed Rolls-Royce Motor Cars
Limited in 1985, it was floated on the stock exchange.A Rolls-Royce powered car broke
the land-speed record again in 1983. Thrust 2, driven by Richard Noble, was powered by
a Rolls-Royce Avon 302 jet engine, achieving 633.468 mph.

The Silver Spur added four inches to the Spirit wheelbase. 25 Silver Spur Centenary
models were built in 1985, celebrating the 100th anniversary of the motor car in Great
Britain. The Silver Spur was also built in limousine form, stretched by up to 42 inches.

1990s
The Corniche shared many styling cues with the Silver Seraph, but used the familiar V8.
Thanks to its greater torque, the V8 was felt better suited to the wafting Corniche.

THE PRESENT
The Rolls-Royce headquarters and assembly plant lies in the Sussex Downs at
Goodwood,UK. Shaped by the vision of world-renowned architect, Sir Nicholas
Grimshaw, the facility inspires everyone who works there and sits sympathetically within
the natural beauty of its setting.

The first new Rolls-Royce of the 21st century began with a challenge to build the best car
in the world. The result: Phantom. It was followed by Phantom Extended Wheelbase, the
less formal Drophead Coup and the sleek and seductive Phantom Coup. Spurred on by
the inspiring words of their founder, in 2012 Rolls-Royce set themselves the challenge of
making the best cars in the world, even better. The result: Phantom Series II.

The launch of Ghost and Ghost Extended Wheelbase marked the next stage in the
evolution of the marque. This gave Rolls-Royce two pinnacle product ranges, each of
which have a personality of their own, yet share the same powerful presence you expect
from Rolls-Royce. To develop and build the most technologically advanced Rolls-Royce
motor cars ever also required a significant investment in the workforce and the assembly
plant at Goodwood.

SWOT
Strength

The company employs about 1,000 persons around the world.

Rolls Royce vehicles are sold worldwide.
Rolls Royces share is increasing rapidly in the market.
Rolls Royce has excellent royal branding.

Weakness

Rolls Royce targets only luxury segment of the society which reduces its market
share and profit.
It is not easy to buy Rolls Royce due to terms and conditions of the company.
It is very expensive car so it is not easy for everyone to buy this car.

Opportunities

Developing worlds one of the most luxurious cars.

Tapping emerging markets across the world .
Due to the current economic crisis, many failing automobile companies are
working toward to decrease in size and trying to reduce their losses. If
strategically positioned well, Rolls Royce can take advantage of this opportunity.
Fast growing automobile market in poor countries.

Threats

Government policies for the automobile sector across the world.

Intense competition from global automobile brands

COMPETITION INFORMATION
The main competitors of Rolls Royce areLamborghini
Bentley owned by Volkswagen.
Maybach owned by Mercedes Benz.
Aston martin.
Jaguar owned by TATA

The above listed cars are biggest competitors of Rolls Royce and affect is sale adversely
of the globe.
This company also manufactures the luxury segment cars and targets the same market as
Rolls Royce.

Chapter 2
OBJECTIVES AND
METHODOLOGY

Consumer satisfaction
Customer satisfaction, a term frequently used in marketing is a measure of how
products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is defined as "the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals." In a survey of nearly 200 senior marketing
managers, 71 percent responded that they found a customer satisfaction metric very
useful in managing and monitoring their businesses.
It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. 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

Purpose of consumer satisfaction

Customer satisfaction provides a leading indicator of consumer purchase intentions and
loyalty. Customer satisfaction data are among the most frequently collected indicators of
market perceptions. Their principal use is twofold:
1. Within organizations, the collection, analysis and dissemination of these data send
a message about the importance of tending to customers and ensuring that they
have a positive experience with the companys goods and services.
2. Although sales or market share can indicate how well a firm is
performing currently, satisfaction is perhaps the best indicator of how likely it is
that the firms customers will make further purchases in the future. Much research
has focused on the relationship between customer satisfaction and retention.

Studies indicate that the ramifications of satisfaction are most strongly realized at
the extremes.

Types of consumer satisfaction

Customer satisfaction is a key component of a good business, and the only way to
accurately gauge customer satisfaction is using some type of customer satisfaction
measurement, often a survey. Surveys allow your business to learn from how the actual
customer is experiencing your business, rather than simply relying on what your
subjective eyes and ears tell you. Customer satisfaction surveys come in several different
shapes and styles, and most companies come up with their own unique way of gauging
satisfaction accurately. Satisfaction for an insurance company, for example, may not be
the same as satisfaction at a grocery store. The type of business, client list, etc., all change
satisfaction results. Yet in general, most surveys fall under two categories:

Direct Transaction Surveys

This type of customer satisfaction survey is immediate, and is designed to gauge how the
customer viewed a very specific transaction namely, the transaction that (hopefully)
immediately preceded filling out the survey. These surveys are not necessarily interested
in your overall opinion of the company. They are primarily concerned with your most
recent transaction.

Overall Satisfaction Surveys

Sometimes referred to as relationship surveys, these surveys are designed to gauge

how the customer feels about the company in general, based on a combination of all of
their experiences and any additional factors that may affect that result.

Causes of consumer satisfaction

Satisfaction or dissatisfaction of consumers are not easily accessed by the manufacturer
or service provider, because it is abstract and intangible. The cause was very much. So it
is very difficult to satisfy consumers. But it must still exist efforts to achieve customer
satisfaction. Following the identification of the causal factors of customer satisfaction:

Hope

Expectations are formed first before making a purchase. This component is a sought after
consumers about the benefits of your products or services in performing their duties.

These consumers form expectations based on the experience of the use of such products
or services, word of mouth communications, marketing activities of the company.

The results obtained products or services

The results obtained products or services are products or services in carrying out their
duties in the reality or perception of it can be said is a measure of consumers in the results
achieved by the product or service. Consumer satisfaction is achieved when products
meet or exceed the expectations that consumers want, while dissatisfaction is achieved
when the product under the chill of consumer expectations.

Satisfaction or dissatisfaction of buyers affects subsequent behavior. Consumers who are

dissatisfied will perform different actions with satisfied customers. Consumers who are
dissatisfied will reduce the mismatch by taking some action as a direct protest to the
seller, complained to the consumer complaint agency, spreading bad impression to their
friends about a product or company or the retailer to ultimately stop the actions of the
companys purchase of products or vendors that concerned.

Effect of Customer Satisfaction on Profitability

Customer satisfaction does have a positive effect on an organizations profitability.
Satisfied customers form the foundation of any successful business as customer
satisfaction leads to repeat purchase, brand loyalty, and positive word of mouth. There are
numerous studies that have looked at the impact of customer satisfaction on repeat
purchase, loyalty and retention. They all convey a similar message in that:

Satisfied customers are most likely to share their experiences with other people to the
order of perhaps five or six people. Equally well, dissatisfied customers are more
likely to tell another ten people of their unfortunate experience.
Furthermore, it is important to realize that many customers will not complain and this
will differ from one industry sector to another.
Lastly, if people believe that dealing with customer satisfaction/complaint is costly,
they need to realize that it costs as much as 25 percent more to recruit new
customers.

Effect of Customer Satisfaction on Customer Loyalty

having satisfied customers is not enough, there has to be extremely satisfied customers.
This is because customer satisfaction must lead to customer loyalty. Building customer
loyalty is not a choice any longer with businesses: its the only way of building
sustainable competitive advantage. Building loyalty with key customers has become a
core marketing objective shared by key players in all industries catering to business
customers. The strategic imperatives for building a loyal customer base are as:

Focus on key customers

Proactively generate high level of customer satisfaction with every interaction.
Anticipate customer needs and respond to them before the competition does Build
closer ties with customers.
Create a value perception.

There is an increasing recognition that the ultimate objective of customer satisfaction

measurement should be customer loyalty. High customer satisfaction will result in
increased loyalty for the firm and that customers will be less prone to overtures from
competition.

Consumer satisfaction Models

OTACE
OTACE stood for On Time above Client Expectations; so right out of the gate, the very
name of the surveying process communicates a commitment to excellence. The way
OTACE worked is:
1. At the start of a project, the customer picked 3 5 project management
characteristics that were important to her. These characteristics were things like
quality of deliverables, cost, on time delivery, communication, etc.
2. The customer then ranked the importance of each characteristic on a 1 5 scale,
with 5 being very important.
3. Once the project has completed (or during the project for longer engagements),
the customer scores how you performed on each of the project management
characteristics they selected.

4. Now for each characteristic, multiply the score you received by the weighting
factor from step #2.
5. Finally, simply divide that total score by the total of all weighting factors for your
final satisfaction score (with a 5 being perfect satisfaction).
Unlike any customer satisfaction process Ive seen in my career, OTACE not only
demanded a commitment to quality and excellence, but in return offered explicit data you
could show your customers as to how you were performing, as rated by their peers.
Assuming you was performing well, what a great sales tool.

Objectives of consumer satisfaction

To study the automobile industry.

To study the consumer satisfaction on Rolls Royce products.
To analyze the causes of consumer dissatisfaction on Rolls royce products

Scope of study
This study will help us to understand customers, preference and their needs expected
from the business owners. This study will not only help me as a student but it also assists
to know the satisfaction level of the organization.

Methodology of measuring consumer satisfaction

Primary methods
Primary sources are original sources from which the researcher directly collects data that
have not been previously collected, e.g., collection of data directly by the researcher on
brand awareness, brand preference, brand loyalty and other aspects of consumer behavior
from a sample of consumers by interviewing them. Primary data are first-hand
information collected through various methodsObservation-Watching how consumers behave provides many insights, but can leave
questions unanswered. Observation works well in retail markets; sit outside a shop and
watch how many people walk by, look at the window display etc.
Postal surveys- Sent to the address of potential customers who complete the form and
send back in a pre-paid envelope. Relatively cheap, a postal survey can cover a wide
geographical area and avoids the potential for interviewer bias. However, response rates
(the proportion of people sending back a completed survey) are often very low and it can
take be a long time before enough surveys are returned.
Telephone interviews-Not to be confused with telesales (which is a method of selling),
the telephone interview allow quicker feedback than a postal survey. However, potential
customers are often wary of being called and may be reluctant to give anything other than
short answers.

Online surveys-Increasingly popular and relatively low cost, online surveys are widely
used by small businesses as a way of capturing the views of existing and potential
customers
Face-to-face surveys-Personal interviews conducted face-to-face. It is costly, but good
way to get detailed insights from an individual.
Limitations of primary methods
1. Large volume of data.
2. Huge volume of population.
3. Time consuming
4. Direct and personal intervention has to be there.
5. Raw data.

Secondary methods
Secondary data can be gathered quickly and inexpensively, compared to primary data
(data gathered specifically for the problem at hand). Such data are already available and
can be obtained much faster and at a fraction of the cost of collecting them again.
Secondary data can be collected through various methodsAccounting Records-The basis for accounting records concerned with sales is the sales
invoice. The usual sales invoice has a sizable amount of information on it, which
generally includes name of customer, location of customer, items ordered, quantities
ordered, quantities shipped, dollar extensions, back orders, discounts allowed, date.
Sales force reportSales force reports represent a rich and largely untapped potential source of marketing
information. The word potential is used because evidence indicates that sales personnel
do generally not report valuable marketing information
Databases-A computerized database is a collection of numeric data and/or information
thatismade computer
readable form for electronic distribution. There are than 3,500databases available from ov
er 550 online service enterprises. Those that areavailable that are useful in bibliographic s
earch, site location, media planning, market planning, forecasting and for many other
purposes of interest to marketing researchers.
Associations-Associations frequently publish or maintain detailed information on
industry,sales,operating characteristics, growth patterns, and the like. Furthermore, they
may conduct special studies of factors relevant to their industry. These materials may be
published in the form of annual reports, as part of a regular trade journal, or as special
reports. In some cases, they are available only on request from the association. Most

libraries maintain reference works, such as the Encyclopedia of Associations that list the
various associations and provide a statement of the scope of their activities.
Government Agencies- Federal, state, and local government agencies produce a massive
amount of data that are of relevance to marketers. In this section, the nature of the data
produced by the federal government is briefly described. However, the researcher should
not overlook state and local government data. There are also a number of
specializedanalytic and research agencies, numerous administrative and regulatory agenci
es, and special committees and reports of the judicial and legislative branches of the
government.
Limitations of secondary methods
1. The most important limitation is the available data may not meet, our specific
research needs.
2. The available data may not be as accurate as desired.
3. The secondary data are not up-to-date and become obsolete when they appear in
print, because of time lag in producing them.
4. Finally information about the whereabouts of sources may not be available to all
social scientists.

CHAPTER -4 :
DATA ANALYSIS

Data analysis and interpretation

Consumers satisfaction from Rolls Royce motors can be evaluated using the following
questionnaire:

1. What type of car do you prefer?

1.
A.
B.
C.

Luxury cars
Sports cars
Hatchback
SUV

Column1
16
14
12
10

Column1

8
6
4
2
0
Luxury

Sports

Hatchback

SUV

Interpretation:
This graph represents that 15 like Luxury, 10 likes Sports, 2 likes Hatchback and 3 likes
SUV out of 30.

2. What is your perception about Rolls Royce automobiles product?

A. Very good
B. Good
C. Average
D.

Bad

Series 1
30
25
20
Series 1
15
10
5
0
Verygood

Good

Average

Bad

Interpretations:
This graph shows that 25 out of 30 people thinks that Rolls Royce is very good and 5
thinks its good.

3. If you are going to be a customer of Rolls Royce cars in future, what will be your
expectation?
A.
B.
C.
D.

More variety of cars

More value for money
Improved quality of car
Better after-sales service

Series 1
16
14
12
10
8
6
4
2
0

Interpretations:

Series 1

This graph interprets that 15 people wants more variety of cars from Rolls Royce motors
while 3 wants more value for money, 5 people wants better quality of cars and 7 expects
better after sales services.

4. Which brand according to you is giving the most competition to Hyundai Automobiles
in India?
A. Bentley
B. Lamborghini
C. Jaguar
D.

Astonmartin

Series 1
25
20
Series 1

15
10
5
0
Bentley

Lamborghini

Jaguar

Category 4

Interpretations:
This graph clearly shows that maximum number of people i.e. 20 thinks that maruti
Suzuki gives toughest competition to Hyundai motors and 5 think that Volkswagen is
competing with Hyundai motors. 4 people thinks that ford is competing while 1 believes
that fiat is giving competition to Hyundai motors.

5. What about the Price of Rolls Royce cars?

A.
B.
C.
D.

Highly priced
Moderate
Avg price
Low price

Series 1
35
30
25
Series 1

20
15
10
5
0
Highlypriced

Moderate

Avg rice

Low rice

Interpretations:
This graph represents that 30 people believes that prices of Rolls Royce cars are high

6. Do you think that the cars of Rolls Royce are capable to attract todays generations?
A. Yes
B. No
C. Cannot say
25
20
15
10
5
0
YES

NO

CAN'T SAY

Interpretations:
This graph clearly indicates that most of the people i.e. 23 out of 30 believes that cars of
Rolls royce motors attracts todays generation while 3 thinks that they are not capable of
doing it. There are 4 people who cant say about this.

7. What is the best thing in Rolls Royce cars?

A.
B.
C.
D.

Quality
Style n design
Service
Price

20
18
16
14
12
10
8
6
4
2
0
Quality

Style and design

Service

Price

Interpretations:
This graph shows that 18 people believes Hyundai is all about style and design while 6
appreciates their quality. 4 people likes the services of Rolls oyce motors while 2 believes
that its price suits them.

CHAPTER -5 : FINDINGS
AND
RECOMMENDATIONS

Suggestions and recommendations

After analyzing the results of our questionnaire we have drawn some suggestions for the
Rolls Royce motors to fulfill the expectations of people from them:

A Rolls Royce motor is lacking products in average segment. So they should

increase their product line up.
Many people believe that the price of Rolls Royce motors is not up to the mark.
So, the company should reduce their price standards
Rolls Royce motors are not known for everyone. Most of the people believe that
its not affordable.
The company should improve their engines for better fuel economy.
People believe that cars of Rolls Royce motors are costlier as compared to their
rivals. So, the company should reduce their prices.

Conclusion

It has been observed that most customers are satisfied with pre sales
service. Similarly most of these customers are dissatisfied with price
which is the matter of concern for the company. Rolls Royce needs to
improve variety. High customer satisfaction level helps the company to
retain its existing customer as well as generate new customer through
word to mouth publicity. Customer satisfaction survey is a good tool
to make improvements in the products and services of the company.
And therefore should utilize carefully & kept as Confidential as
possible. From the findings and analysis it is clear that Rolls Royce Car
is highly preferred when compared to the other brands of car in the
same segment.

The other important finding of the research is that the customers are
very much satisfied by the companys product. Most of people are
satisfied due to proper behavior of the servicing in charge, service
centre owners behavior or the staffs ,or the time taken to service the
vehicle, even some people think that whatever the money they have
been charged for servicing are very low . Therefore in my point of
views the company has awesome customer relationship management
functions and also a proper instruction given to the servicing centre
managers about their duties.

Bibliography

Magazines and newspapers

Autocar Magazine
The Times of India newspaper
Hindustan Times
Discovery Turbo

Websites

www.zigwheels.com
http://www.rolls-roycemotorcars.com/
www.google.com