Employeeengagement, Atbigbazar

CHAPTER- 1 INTRODUCTION
1.1 INTRODUCTION CUSTOMER SATISFACTION: 1
The customer satisfaction is the relationship between the customer expectations and the products perceived performance. If the product matches the expectations, the customer is satisfied. If its exceeds, the customer is highly satisfied. A customer, if satisfied is more likely to purchase product the next time and will say good things about the product to others. Customer satisfaction is closely like Quality Price Availability The American society for quality control defined CS as a totality of features and characteristics of a product or services that bear on its ability to satisfy customer need. The customer focused definition suggestion that a company that has achieved total quality, services should meet or exceed customer expectations. Quality begins with customer needs and ends with customer satisfaction. Tools for measuring customer satisfaction Customer satisfaction has become increasing the important, has more firm question, whether all attempts to improve quality, price, and service of the product and generate sufficient sales and profit. EXAMINE: Customer expectation and preferences How well the firm is meeting those expectations.
TOOLS: Suggestion and findings systems Survey Last customer analysis Precaution in measuring customer satisfaction Ghost shopping Suggestion and findings system: A customer centered organized makes it easy for customers to make suggestion and complaints. This method is used in companies to act more quickly to solve problems to improve the product and services. 2
Survey: This method is best suited for collecting data about customer like dislike attitude, buying power preference etc. It is easy for the researcher to ask question directly of the people this approach enjoys the merit of flexibility, which means different kinds of information can be obtained in different situation. This approach is more speedy unless time consuming Lost customer analysis: Companies should contact customer to have stopped buying or those who have move to other competitors, to learn why this has happened. Precaution in measuring customer satisfaction 1. Best performances 2. Timing delivery 3. Good services
5. Ghost shopping: The Ghost shopping can even present specific problems to test whether the companies personnel handle difficult situation well. Advertiser be focused on customer objectives: 4. Advertisers pay advertising agency larger amount of money and expect to get a return of increased customer demand. 5. The advertising could be great, but the strategy or price could be inappropriate. 6. The advertising usually should make the customer aware of the product and create interest, positive attitude intention to buy the product.
1.2 OBJECTIVES OF THE STUDY The objective has divided in to two ways as follows Primary objective:
To study the satisfaction of the customers towards the MRF Tyres with reference to CITY Tyres in ERODE. Secondary Objectives: 1. To find out the satisfaction level of the customers about the entire range of products/ services provided by the company. 2. To find out the factors that influence to choose the particular product. 3. To analyze the satisfaction of customers towards the quality of services provided, and the charges levied for services. 4. To study the satisfaction about customer Relations and the facilities available at office. 5. To find the expectations of customers regarding value added services.
1.3 SCOPE OF THE STUDY: The study focuses on Customer satisfaction towards the services provided CITY
Tyres. It includes the range of services offered, Quality of the services provided, 4
Customer relations, Facilities at the Office, Charges levied for the services, Expectations about other services.
It focuses in understanding the salient behavior patterns, beliefs and opinions of customers. It helps in understanding the attitude changes of the customers, towards the services provided, their expectations about the service aspects, products/ services expected etc. Further scope of the study can be extended to studying the satisfaction of the customers in detail as to each and every service provided, the specifics of each service offered, customer expectations about the same etc.
1.4 INDUSTRY PROFILE: The tyre industry began to grace in India during 1930s. The growth of tyre industry in India may be divided in to three phases. In the phases, the multinational came to India and
started selling tyres.first among them was friesttone, followed by other multinational like good year, Dunlop etc. The phases the multinational started third production in India . They become the first generation tyres of Indian industry. Among first generation Tyre Company, Dunlop was the first, which started their domestic production in Kolkata. The third phases of Indian tyre industry began, when Indian company started producing tyre.which came to be called second-generation tyre important among them are MRF Tyres ,Good year,CEATetc .the started production in the 60s.Latter in the 70s the third generation tyres started their production. The third generation tyres are MRF Tyres, Appolo tyres,vikrant,JKTyres,ModiTyresetc . All tyre companies,which started production after the 70s and the tyre companies, which are yet to start production, are classified under the head fourth generation tyres. Not able they are Radotyres,Sri Chakra tyres and Birla tyres. Leading companies in tyre industry in India; The current position of leading tyre companies in India are pictorially presented as below The main leaders in India tyre industry are MRF TYRES JK TYRES CEAT TYRES APPOLO TYRES MODI TYRES BIRLA TYRES
After the liberalization process started in 1992, Indian economy is stepping higher and higher. Earlier automobiles are mainly used for necessity, but now whole phase are changing. Even the middle classman cant think about their life without automobiles, thats why the tyre industry is growing tremendously.
Indian the future trends Improved road infrastructure 6
Rural areas join main streams Rural prosperity Shift from animal drawn vehicles to motorized transport One of the largest form equipment markets
Enlarged market for form, 2/ 3 wheeler track tyres.
1.5COMPANY PROFILE The city tyre was started on 1986. The company was located in salem main road at erode. Mr.P.KANNAN is the of th owner of condern. The materials are purchased from the MRF Company, Pondicherry. All the tyres are available to all the vehicals. They sale only MRF Tyres and its Brands. The company has its own workshop facility for the purpose of the fitting and alignment to the customer vehicle. The company also have the additional facility of getting return back from customer They also provide the Re-melting tyres to customer by their kind ordering basis.
COMPANY NAME : CITY TYRES,SATHY MAIN ROAD,ERODE PLACE : ERODE
PRODUCT PROFILE The products are sold under different brand names. 1. Truck tyres ; 7
Hercules loadstar Haulug Loadstar super Milesrar

Humaser XC PLUS
XT-7; XT-9 Flash Amar

Amar premium Amer express
2. Passenger tyres;
Amazer steel
Armour Gripper Celebrity Panther Hunter

Radial tyres
3. LCV Tyres; Loadstar 4. Two wheeler tyres Blackcat Acc 5 .Animal driven vehicle(Adv) tyres : Bhim ADV ADV PLAS
1. Tractor tyres: Krishak E
Krishak Powder haul 8
Sarpanch TF Kissan TF 1. Tractor tyres:
a). RIDER TT b).Superamar TT c)Ttruck plus TT d).Dhrav TT e) Haultrek TT
1.6 LIMITATION OF THE STUDY.

The study was done only in few buyers from Chennai city. The research respondents were found to be High class, Middle class, Low class
family was required for the study.

The sample size taken was small which will not give the exact Buyer behavior.
The study is only giving the Chennai city people buying behavior it is not giving the whole India Buying behavior. Time is a main constraint.
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CHAPTER- 2 REVIEW OF LITERATURE
2 REVIEW OF LITERATURE
Marketing is a social and managerial process by which they need wants through creation, offering and exchanging products of with others.
11
A human need is state of felt depreciation of some satisfaction people requires food, clothing, safety, belonging esteem and a few other things for arrival these needs are not created by their society or by marketers they exist In the very texture of the human condition Demand are wants for the specific product that are backed by ability willingness to buy them, wants became demands when supported by purchasing power many people want a product buy only few are able and willing to go buy one company must therefore measure not only how many people have their product. But more important how many would actually be willing to buy it. The executing the conception, pricing, promotion and distribution of service and ideas to create exchange with target that satisfy the customer and organization objectives conclude by KANNAN.
Marketing management can occur in an organization with any of its market. Marketing works in the customer is formally carried out by sales manager
12
CHAPTER- 3 RESEARCH METHODOLOGY
3.1 RESEARCH DESIGN

It is design of the study connected with the techniques for collection of the data and analysis of the data in a manner that aims to have relevance to research purpose. Type of research:
13
Descriptive the research design includes survey and fault finding enquiries of different kinds, it deals with the state of affairs and is an expert factor research. The researcher does not have any influence on the data being collected.
3.2 COLLECTION OF DATA Data collection through the questionnaire is quite popular. The study has been conducted with 150 customers of CITYTyres to find the effectiveness of questionnaire, then the questionnaire has been serviced. It is well designed & structured in order to enable collection of data required. Data source: For this study the source of data selected was primary data. Primary data are that which is collected fresh i.e for the first time, and those happen to be original in nature. The researcher has collected the data from the respondent through personal contact using the questionnaire. Secondary data regarding company, retailer and product profiles, and customer list for sampling was collected from company records.
3.3 SAMPLING DESIGN Sampling design is a define plan for obtaining sample from a population. It refers to the procedure of selecting the sample. The sample units are chosen primary on the basis of judgment and hence non- probabilistic. The Sampling Unit consists of customers for CITY Tyres, Salem and the Sample size consist of the present study is 150.
3.3.1.1Convenience Sampling:In this method of sampling the choice of sample items depends exclusively on the judgment of the investigator. Judgment sampling is a type of nonrandom sampling and is also purposive sampling or deliberate sampling. In this study judgment sampling has been adopted to select the samples. The sample unit being CITY Tyress customers, the main place chosen for the study is CITYTyres. Apart form this a few offices were also visited to attain a sample of 150. 3.4 TOOLS USED FOR DATA COLLECTION 14
Questionnaire is the tool used for data collection. The Questionnaire is designed by keeping the objectives in mind. For this study various types of questions were framed as direct questions, they are just what their name indicates. They explicitly ask for the information required. E.g. Name Closed ended here both the questions as well as answers are structured. Respondents are forced to select one or more than one options for that particular question.e.g. Age group choice, Occupation choice and Multiple-choice questions are questions with more than two possible answers.
3.5 TOOLS USED FOR ANALYSIS OF DATA 1. Simple percentage analysis 2. Chi-square Analysis 3. Correlation
3.5.1. Simple percentage analysis: Percentage refers to a special kind of ratio percentages are used to describe relationship. Percentage = No. of customers x 100
Total No. Of Customers
3.5.4. Chi-Square Analysis: 2 test was first was used by Karl Pearson in the year 1990. The quantity 2 describes the magnitude of the discrepancy between theory and observation. It is defined as, Ei 15
2
= (Oi Ei
Ei = Column total x row total Grand total Where, Oi-refers to the Observed frequency Ei-refers to the Expected frequency
16
CHAPTER - 4 ANALYSIS & INTERPRETATION
ANALYSIS Analysis is the process of placing the data in an ordered form, combining them with the existing information and extracting the meaning from them. In other words, analysis is an answer to the question what message is conveyed by each group of data which are otherwise raw facts and are unable to give a meaningful information. The raw data become information only when they are analyzed and put in a meaningful form. 17
INTERPRETATION Interpretation is the process of relating various bits of information to other existing information. Interpretation attempts to answer, What relationship exists between the findings to the research objectives and hypothesis framed for the study in the beginning.
SIMPLE PERCENTAGE ANALYSIS
PROFILE OF THE RESPONDENTS
18
Age Below 25 26-35 36-45 46-55 Above 55 TOTAL
No. of Respondents 15 62 38 20 15 150
Percentage 10 41.33 25.33 13.33 10 100
TABLE: 1
19
Sources of data: Primary Data Inference: The above table shows age-wise distribution of the respondents. Half the respondents belong to the age group of 26-35 years, and 21% of the respondents belong to the age group of 36-45 years, and only 9% is above 55 years of age, 10% of the respondents belong to the age group obelow 25 years, 10% of the respondents belong to the age group of 46-55 y CHART: 1 PROFILE OF THE RESPONDENTS
TABLE: 2
EDUCATIONAL QUALIFICATION
20
S. No a. b. c. d. e. Total
Options School level Under Graduate Post Graduate Diplomas Others
No of the respondents 8 52 22 40 28 150
Percentage 5% 35% 15% 27% 19% 100%
Inference: The above table shows that 5% of the respondents are School level with customer service, 35% of the respondents are Under Graduate, 15% of the respondents are Post Graduate, 27% of the respondents have Diplomas, and 19% of the respondents are Others regarding customer service.
21
CHART: 2
E d u c a tio n a l Q u a lific a tio n
19%
5% S c h o o l le ve l 34% U n d e r G ra d u a te P o s t G ra d u a te
27%
D ip lo m a s 15% O t h e rs
TABLE: 3 OCCUPATION WISE DISTRIBUTION OF RESPONDENTS
S.No 1 2 3 4 5
Occupation Agricultural Employed Transporters Business Others
No .of respondents 21 24 60 27 18
Percentage 14 16 40 18 12
22
Total
150
100
Inference: The above table shows the occupation wise distribution of respondents. Out of the 150 respondents, exactly one-fourth is others (share brokers) 22% is private employee and 19% is Businessmen, 12% each is Government employee/ Professional and only 10% retired.
CHART: 3
23
Occupation
12%
14% Agricultural
18%
16%
Employed Transporters Business Others
40%
TABLE 4 MONTHLY INCOME WISE DISTRIBUTION OF RESPONDENTS
24
S.No 1 2 3 4 5
Monthly Income <15000 15000-25000 25000-50000 25000-50000 >80000 Total
No .of respondents 12 33 57 27 21 150
Percentage 8 22 38 18 14 100
Inference: The 150 are respondents surveyed, almost one-third (31%) of the respondents earn a monthly income of Rs.(8000- 10000), while 27% earn between Rs.(8000-10000). A 14% earns only less than Rs.5000 a month, while 17% enjoys a monthly income of above Rs.15000.
CHART: 4
25
Monthly Income
14% 18%
8% 22% <15000 15000-25000 25000-50000 25000-50000 >80000 38%
TABLE: 5 TO KNOW ABOVE CITY TYRES S.No 1 2 3 Options Advertisement Family Friends/ Relative 26 No .of respondents 24 21 39 Percentage 16 14 26
4 5
Dealers Others Total
39 27 150
26 18 100
Inference: The above table shows that 16% of the respondents are Advertisement with customer service, 14% of the respondents are Family, 26% of the respondents are Friends/ Relative, 26% of the respondents have Dealers, and 18% of the respondents are Others regarding customer service.
CHART: 5
27
O D F A 2 1 T t e r a d 8 4 6 O h a i m v % l i e K e n l r N s r d y t O s i W / s e A R m B e l n O a t V t E i v B e
A L A J I T Y R E S
28
TABLE: 6 PLACE OF USING VEHICLE
S.No 1 2 3 4 5
Options Highways Rural area Within city Hills area Others Total
Percentage 30 14 18 20 18 100
Inference: The above table shows that 30% of the respondents are Highways with customer service, 14% of the respondents are rural area, 18% of the respondents are Within the city, 20% of the respondents have Hills area, and 18% of the respondents are Others regarding customer service.
29
CHART: 6
PLACE OF USING VEHICLE

NO OF RESPONDENTS 50 45 40 35 30 25 20 15 10 5 0 45 27 21 30 27
Highways
Rural area
Within city Hills area
Others
AREA OF USING
No .of respondents
30
TABLE: 7 OPINION ABOUT CUSTOMER SERVICE
S.No 1 2 3 4 5
Options Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied Total
Percentage 24 26 18 18 14 100
Inference: The above table shows that 26% of the respondents are satisfied with customer service, 24% of the respondents are highly satisfied, 18% of the respondents are dissatisfied, 18% of the respondents have neutral, and 14% of the respondents are highly dissatisfied regarding customer service
31
CHART: 7
32
TABLE: 8 AFTER SALES & SERVICE CUSTOMER SERVICE
S.No 1 2 3 4 5
Percentage 20 24 18 20 18 100
Inference: The above table shows that 24% of the respondents are satisfied with customer service, 20% of the respondents are highly satisfied, 20% of the respondents are dissatisfied, 18% of the respondents have neutral, and 18% of the respondents are highly dissatisfied regarding customer service.
33
CHART: 8
34
TABLE: 9
<25 26-35years
14 18
3 12
5 16
9 2
4 2
35 50
36-45years
15
46-55years
10
16
38
Above 55 TOTAL
5 50
1 40
2 30
3 20
1 10
12 150
Chi square test
AIM: To test the significant relationship between the two variables such as TABULATED VALUE Degree Of Freedom = (R-1) (C-1) 35
= (5-1) (5-1 Tabulated Value Calculate Value = 26.29 = 31.88
CHART: 9
TABLE: 10
36
SATISFACTION ABOUT OFFERS & DISCOUNT
S.No 1 2 3 4 5
Percentage 20 26 18 20 16 100
Inference: The above table shows that 26% of the respondents are satisfied with customer service, 20% of the respondents are highly satisfied, 20% of the respondents are dissatisfied, 18% of the respondents have Neutral, and 16% of the respondents are highly dissatisfied regarding customer service.
CHART: 10
37
TABLE: 11 PROVIDING CREDIT FACILITY
S.No 1 2 3 4 5
Percentage 28 16 18 20 18 100
Inference: The above table shows that 16% of the respondents are satisfied with customer service, 28% of the respondents are highly satisfied, 20% of the respondents are dissatisfied, 18% of the respondents have Neutral, and 18% of the respondents are highly dissatisfied regarding customer service. 38
CHART: 11
TABLE: 12 SATISFACTION WITH FITTING & ALIGNMENT PROVIDING 39
S.No 1 2 3 4 5
Percentage 22 14 26 20 18 100
CHART: 12
40
TABLE: 13
GUIDANCE PROVIDED BY THE CITY TYRES
S.No 1 2 3 4 5
Percentage 18 28 20 16 18 100
41
CHART: 13
TABLE: 14 COMPLAINTS & RESPONSE
S.No 1 2
Options Highly satisfied Satisfied
No .of respondents 30 39 42
Percentage 20 26
3 4 5
Neutral Dissatisfied Highly dissatisfied Total
27 30 24 150
18 20 16 100
CHART: 14
43
TABLE: 15 AVAILABILITY OF REQUIREMENTS
S.No 1 2 3 4 5
Percentage 20 14 26 26 14 100
44
CHART: 15
TABLE: 16 TIME DELIVERY PROVIDED BY THE COMPANY
S.No 1
Options Highly satisfied
No .of respondents 39 45
Percentage 26
2 3 4 5
Satisfied Neutral Dissatisfied Highly dissatisfied Total
18 33 33 27 150
12 22 22 18 100
CHART: 16
46
TABLE: 17 MRF TYRES IN PRESENT VEHICLE
S.No 1 2 3 4 5
Percentage 26 20 18 12 24 100
47
CHART: 17
TABLE: 18 SATISFACTION LEVEL IN GRIP AND SMOOTHNESS OF TYRES
S.No 1
Percentage 16
2 3 4 5
39 27 33 27 150
26 18 22 18 100
CHART: 18
49
TABLE: 19
EXPECTED FACILITY AND SERVICES
S.No 1 2 3 4 5
Percentage 22 20 18 20 20 100
50
CHART: 19
20. CORRELATION Correlation Table:
51
Where, X =Values of number of respondents occupation Y =values of number of respondents income level.
X 18 77
Y 38 44
x = X -X -12 47
y =Y Y 8 14
Xy -96 658
x 144 2209
y 64 196
33
38
24
64
13
20
-17
-10
170
289
100
10
-21
-20
420
441
400
x 150
y 150
x 0
y 0
xy 1176
x 3092
y 824
CALCULATION:
52
Xy Correlation (r )= x x y
x X N =
y Y N Correlation (r) =0.73 =
INTERPRETATION: By correlation tool we found that is a close approach between occupation of the respondents and price of MRF tyres. Conclusion:
Since the calculated value is less than table value and hypothesis is proved. So there is significant difference between occupation and mode purchase. All groups of people are not satisfied regarding occupation and mode purchase.
53
54
CHAPTER - 5 FINDINGS, RECOMMENDATIONS AND CONCLUSIONS 5.1 FINDINGS & INFERENCE
ANALYSIS Analysis is the process of placing the data in an ordered form, combining them with the existing information and extracting the meaning from them. In other words, analysis is an answer to the question what message is conveyed by each group of data which are otherwise raw facts and are unable to give a meaningful information. The raw data become information only when they are analyzed and put in a meaningful form.
55
INTERPRETATION Interpretation is the process of relating various bits of information to other existing information. Interpretation attempts to answer, What relationship exists between the findings to the research objectives and hypothesis framed for the study in the beginning.
SIMPLE PERCENTAGE ANALYSIS
TABLE: 1
56
Age Below 25 26-35 36-45 46-55 Above 55 TOTAL
No. of Respondents 15 62 38 20 15 150
Percentage 10 41.33 25.33 13.33 10 100
Sources of data: Primary Data Inference:
57
The above table shows age-wise distribution of the respondents. Half the respondents belong to the age group of 26-35 years, and 21% of the respondents belong to the age group of 36-45 years, and only 9% is above 55 years of age, 10% of the respondents belong to the age group obelow 25 years, 10% of the respondents belong to the age group of 46-55 years
CHART: 1
58
TABLE: 2
EDUCATIONAL QUALIFICATION S. No a. b. c. d. e. Total Options School level Under Graduate Post Graduate Diplomas Others No of the respondents 8 52 22 40 28 150 Percentage 5% 35% 15% 27% 19% 100%
Inference: The above table shows that 5% of the respondents are School level with customer service, 35% of the respondents are Under Graduate, 15% of the respondents are Post Graduate, 27% of the respondents have Diplomas, and 19% of the respondents are Others regarding customer service.
59
CHART: 2
E d u c a tio n a l Q u a lific a tio n
19%
5% S c h o o l le ve l 34% U n d e r G ra d u a te P o s t G ra d u a te
27%
D ip lo m a s 15% O t h e rs
TABLE: 3 OCCUPATION WISE DISTRIBUTION OF RESPONDENTS
60
S.No 1 2 3 4 5
Occupation Agricultural Employed Transporters Business Others Total
Percentage 14 16 40 18 12 100
Inference: The above table shows the occupation wise distribution of respondents. Out of the 150 respondents, exactly one-fourth is others (share brokers) 22% is private employee and 19% is Businessmen, 12% each is Government employee/ Professional and only 10% retired.
CHART: 3
61
Occupation
12%
14% Agricultural
18%
16%
Employed Transporters Business Others
40%
TABLE 4 MONTHLY INCOME WISE DISTRIBUTION OF RESPONDENTS
62
S.No 1 2 3 4 5
Monthly Income <15000 15000-25000 25000-50000 25000-50000 >80000 Total
Percentage 8 22 38 18 14 100
Inference: The 150 are respondents surveyed, almost one-third (31%) of the respondents earn a monthly income of Rs.(8000- 10000), while 27% earn between Rs.(8000-10000). A 14% earns only less than Rs.5000 a month, while 17% enjoys a monthly income of above Rs.15000.
CHART: 4
63
Monthly Income
14% 18%
8% 22% <15000 15000-25000 25000-50000 25000-50000 >80000 38%
TABLE: 5 TO KNOW ABOVE CITY TYRES

S.No 1 2 3 Options Advertisement Family Friends/ Relative No .of respondents 24 21 39 Percentage 16 14 26
64
4 5
Dealers Others Total
39 27 150
26 18 100
Inference:
The above table shows that 16% of the respondents are Advertisement with customer service, 14% of the respondents are Family, 26% of the respondents are Friends/ Relative, 26% of the respondents have Dealers, and 18% of the respondents are Others regarding customer service.
CHART: 5
65
TO KNOW ABOVE BALAJI TYRES
18%
16% Advertisement 14% Family Friends/ Relative Dealers Others 26%
26%
TABLE: 6 PLACE OF USING VEHICLE
66
S.No 1 2 3 4 5
Options Highways Rural area Within city Hills area Others Total
Percentage 30 14 18 20 18 100
Inference:
The above table shows that 30% of the respondents are Highways with customer service, 14% of the respondents are rural area, 18% of the respondents are Within the city, 20% of the respondents have Hills area, and 18% of the respondents are Others regarding customer service.
CHART: 6
67
PLACE OF USING VEHICLE

NO OF RESPONDENTS 50 45 40 35 30 25 20 15 10 5 0 45 27 21 30 27
Highways
Rural area
Within city Hills area
Others
AREA OF USING
No .of respondents
TABLE: 7 OPINION ABOUT CUSTOMER SERVICE
S.No 1 2
Options Highly satisfied Satisfied
Percentage 24 26
68
3 4 5
Neutral Dissatisfied Highly dissatisfied Total
27 27 21 150
18 18 14 100
Inference:
The above table shows that 26% of the respondents are satisfied with customer service, 24% of the respondents are highly satisfied, 18% of the respondents are dissatisfied, 18% of the respondents have neutral, and 14% of the respondents are highly dissatisfied regarding customer service
CHART: 7
69
TABLE: 8 AFTER SALES & SERVICE CUSTOMER SERVICE
S.No 1
No .of respondents 30
Percentage 20
70
2 3 4 5
36 27 30 27 150
24 18 20 18 100
Inference:
The above table shows that 24% of the respondents are satisfied with customer service, 20% of the respondents are highly satisfied, 20% of the respondents are dissatisfied, 18% of the respondents have neutral, and 18% of the respondents are highly dissatisfied regarding customer service.
CHART: 8
71
<25 26-35years
14 18
3 12
5 16
9 2
4 2
35 50
36-45years
15
46-55years
10
16
38
Above 55 TOTAL
5 50
1 40
2 30
3 20
1 10
12 150
TABLE: 9
Chi square test
72
AIM: To test the significant relationship between the two variables such as TABULATED VALUE Degree Of Freedom = (R-1) (C-1) = (5-1) (5-1 Tabulated Value Calculate Value = 26.29 = 31.88
CHART: 9
73
TABLE: 10
SATISFACTION ABOUT OFFERS & DISCOUNT
S.No 1 2 3 4 5
Percentage 20 26 18 20 16 100
Inference:
The above table shows that 26% of the respondents are satisfied with customer service, 20% of the respondents are highly satisfied, 20% of the respondents are dissatisfied, 18% of the respondents have Neutral, and 16% of the respondents are highly dissatisfied regarding customer service.
74
CHART: 10
TABLE: 11 PROVIDING CREDIT FACILITY
S.No 1 2 3 4 5
Percentage 28 16 18 20 18 100
Inference:
The above table shows that 16% of the respondents are satisfied with customer service, 28% of the respondents are highly satisfied, 20% of the respondents are
75
dissatisfied, 18% of the respondents have Neutral, and 18% of the respondents are highly dissatisfied regarding customer service.
CHART: 11
76
TABLE: 12
SATISFACTION WITH FITTING & ALIGNMENT PROVIDING
S.No 1 2 3 4 5
Percentage 22 14 26 20 18 100
Inference:
CHART: 12
77
TABLE: 13
GUIDANCE PROVIDED BY THE CITY TYRES
S.No 1 2 3 4 5
Percentage 18 28 20 16 18 100
Inference:
78
CHART: 13
TABLE: 14 COMPLAINTS & RESPONSE
S.No 1
No .of respondents 30
Percentage 20
79
2 3 4 5
39 27 30 24 150
26 18 20 16 100
Inference:
CHART: 14
80
TABLE: 15 AVAILABILITY OF REQUIREMENTS
S.No 1 2 3 4 5
Percentage 20 14 26 26 14 100
Inference:
81
CHART: 15
TABLE: 16 TIME DELIVERY PROVIDED BY THE COMPANY
S.No
Options
No .of respondents
Percentage
82
1 2 3 4 5
Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied Total
39 18 33 33 27 150
26 12 22 22 18 100
Inference:
CHART: 16
83
TABLE: 17 MRF TYRES IN PRESENT VEHICLE
S.No 1 2 3 4 5
Percentage 26 20 18 12 24 100
Inference:
84
CHART: 17
TABLE: 18 SATISFACTION LEVEL IN GRIP AND SMOOTHNESS OF TYRES

85
S.No 1 2 3 4 5
Percentage 16 26 18 22 18 100
Inference:
CHART: 18
86
TABLE: 19
EXPECTED FACILITY AND SERVICES
S.No 1 2 3 4 5
Percentage 22 20 18 20 20 100
Inference:
87
CHART: 19
20. CORRELATION Correlation Table:
88
89
Where, X =Values of number of respondents occupation Y =values of number of respondents income level.
X 18
Y 38
x = X -X -12
y =Y Y 8
Xy -96
x 144
y 64
77
44
47
14
658
2209
196
33
38
24
64
13
20
-17
-10
170
289
100
10
-21
-20
420
441
400
x 150
y 150
x 0
y 0
xy 1176
x 3092
y 824
CALCULATION:
90
Xy Correlation (r )= x x y
x X N =
y Y N Correlation (r) =0.73 =
INTERPRETATION: By correlation tool we found that is a close approach between occupation of the respondents and price of MRF tyres. Conclusion:
Since the calculated value is less than table value and hypothesis is proved. So there is significant difference between occupation and mode purchase. All groups of people are not satisfied regarding occupation and mode purchase.
91
CHAPTER - 5 FINDINGS, RECOMMENDATIONS AND CONCLUSIONS 5.1 FINDINGS & INFERENCE
FINDINGS, RECOMMENDATIONS AND CONCLUSIONS 5.1 FINDINGS & INFERENCE 92
On the basis of simple percentage and statistical analysis, the following findings are made: The above table shows age-wise distribution of the respondents. Half the respondents belong to the age group of 26-35 years, and 21% of the respondents belong to the age group of 36-45 years, and only 9% is above 55 years of age, 10% of the respondents belong to the age group of below 25 years, 10% of the respondents belong to the age group of 46-55 years.
The above table shows that 5% of the respondents are School level with customer
service, 35% of the respondents are Under Graduate, 15% of the respondents are Post Graduate, 27% of the respondents have Diplomas, and 19% of the respondents are Others regarding customer service. The above table shows the occupation wise distribution of respondents. Out of the 200 respondents, exactly one-fourth is others (share brokers) 22% is private employee and 19% is Businessmen, 12% each is Government employee/ Professional and only 10% retired.
Of the 200 respondents surveyed, almost one-third (31%) of the respondents earn a monthly income of Rs.(8000- 10000), while 27% earn between Rs.(8000-10000). A 14% earns only less than Rs.5000 a month, while 17% enjoys a monthly income of above Rs.15000. The above table shows that 16% of the respondents are Advertisement with customer service, 14% of the respondents are Family, 26% of the respondents are Friends/ Relative, 26% of the respondents have Dealers, and 18% of the respondents are Others regarding customer service.
The above table shows that 30% of the respondents are Highways with customer
service, 14% of the respondents are Rural area , 18% of the respondents are Within city, 20% of the respondents have Hills area, and 18% of the respondents are Others regarding customer service. The above table shows that 26% of the respondents are satisfied with customer service, 24% of the respondents are highly satisfied, 18% of the respondents are 93
dissatisfied, 18% of the respondents have neutral, and 14% of the respondents are highly dissatisfied regarding customer service. The above table shows that 24% of the respondents are satisfied with customer service, 20% of the respondents are highly satisfied, 20% of the respondents are dissatisfied, 18% of the respondents have neutral, and 18% of the respondents are highly dissatisfied regarding customer service.
The above table shows that 16% of the respondents are satisfied with customer
service, 30% of the respondents are highly satisfied, 18% of the respondents are dissatisfied, 20% of the respondents have Neutral , and 16% of the respondents are highly dissatisfied regarding customer service. The above table shows that 26% of the respondents are satisfied with customer service, 20% of the respondents are highly satisfied, 20% of the respondents are dissatisfied, 18% of the respondents have Neutral, and 16% of the respondents are highly dissatisfied regarding customer service. The above table shows that 16% of the respondents are satisfied with customer service, 28% of the respondents are highly satisfied, 20% of the respondents are dissatisfied, 18% of the respondents have Neutral, and 18% of the respondents are highly dissatisfied regarding customer service. The above table shows that 14% of the respondents are satisfied with customer service, 22% of the respondents are highly satisfied, 20% of the respondents are dissatisfied, 26% of the respondents have Neutral, and 18% of the respondents are highly dissatisfied regarding customer service. The above table shows that 28% of the respondents are satisfied with customer service, 18% of the respondents are highly satisfied, 16% of the respondents are dissatisfied, 20% of the respondents have Neutral, and 18% of the respondents are highly dissatisfied regarding customer service.
The above table shows that 26% of the respondents are satisfied with customer service, 20% of the respondents are highly satisfied, 20% of the respondents are dissatisfied, 18% of the respondents have Neutral, and 16% of the respondents are highly dissatisfied regarding customer service. The above table shows that 14% of the respondents are satisfied with customer service, 20% of the respondents are highly satisfied, 26% of the respondents are 94
dissatisfied, 26% of the respondents have Neutral, and 14% of the respondents are highly dissatisfied regarding customer service. The above table shows that 12% of the respondents are satisfied with customer service, 26% of the respondents are highly satisfied, 22% of the respondents are dissatisfied, 22% of the respondents have Neutral, and 18% of the respondents are highly dissatisfied regarding customer service. The above table shows that 20% of the respondents are satisfied with customer service, 26% of the respondents are highly satisfied, 12% of the respondents are dissatisfied, 18% of the respondents have Neutral, and 24% of the respondents are highly dissatisfied regarding customer service. The above table shows that 26% of the respondents are satisfied with customer service, 16% of the respondents are highly satisfied, 22% of the respondents are dissatisfied, 18% of the respondents have Neutral, and 18% of the respondents are highly dissatisfied regarding customer service.
5.2 SUGGESTIONS & RECOMMENDATIONS
The company should arrange necessary facilities to reach the product on time. Its found that most of the target audience is unaware of the product brand; the advertisers task is to build awareness, with simple messages repeating the product / brand name. If the retailer should gave any promotional offer the product should easily reach the customer as more The company should concentrate more on advertisement to make awareness about the product. The company should maintain a stable price for a period of time.
95
5.3 CONCLUSION
This project study is very much helpful to the manufacturer and the potential customer. The manufacturer may be able to know the areas which are dissatisfying customer. In future the manufacturer may try to eliminate the factors dissatisfying customer. If the producer eliminates the dissatisfied factors, it helps to him to increase the sales.
96
Through this project work, certain suggestions were made to improve the satisfactory level of the customers. If the company adopts such suggestions, it may reinforce the relationship with its customer. This will lead to sustain the success of the company.
BIBLIOGRAPHY
A. BOOKS
Philip kotler, Principles of Marketing, U, S.A, Prentice-hall of India Pvt.Ltd twelth
Edition, 2008.
97
Kothari C.R Research Methodology, New age international (P) Ltd., Publishers second edition, 2005.
A.vinoth Marketing Management Revised edition 2001.
B. WEBSITES:
www.google.com www.mrf tyres.com
A STUDY ON CUSTOMER SATISFACTION LEVEL WITH REFERANCE CITY TYRES

Questionnaire
1. Name:
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2. Age: [] <25 [] 46-55 [] 26-35 [] Above 55 [] 36-45
3. Educational Qualification: [] School Level [] Under Graduate [] Post Graduate[] Diplomas 4. Occupation: [] Agricultural [] Transporters [] Others (specify) 5. Monthly income [] <15000 [] 25000-5000 [] >80000 [] 15000-25000 [] 50000-80000 [] Employed []Business []Others
6. How did you come to know about CITY tyres and its services? [] Advertisement [] Family [] Dealer [] Friends/Relative
[] Others(specify)
7. Where did you use vehicle [] Highways [] Hills area [] Rural area [] Others [] Within city
99
8.Give your opinion about the customer services provide by city tyres? []Highly satisfied []Dissatisfied []Satisfied [] Highly dissatisfied [] Neutral
9.Rank the following sales support facture of city tyres according to your Opinion ? FACTORS EXCELENT VERY GOOD AFTER SALES SERVICE UNDERSTAND CUSTOMER CARE PRODUCT INFO BOOKING TOTAL 0 00 0 00 0 00 0 00 0 00 00 00 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 00 0 0 0 o 0 0 00 GOOD AVERAGE POOR TOTAL
10. Your overall satisfaction about city tyres services ? [] Highly satisfied [] Dissatisfied [] Satisfied [] Highly dissatisfied [] Neutral
11. Are you satisfaction with company offers & discount? [] Highly satisfied [] Dissatisfied [] Satisfied [] Neutral
[] Highly dissatisfied
100
12. Are you satisfaction with credit facility provided by the city tyres? [] Highly satisfied [] Dissatisfied [] Satisfied [] Highly dissatisfied [] Neutral
13. Are you satisfaction with fitting & alignment setting provided by the Company? [] Highly satisfied [] Dissatisfied [] Satisfied [] Highly dissatisfied [] Neutral
14. Are you satisfaction with provided guidance by the city tyres? [] Highly satisfied [] Dissatisfied [] Satisfied [] Highly dissatisfied [] Neutral
15. What do you think about the complaints & its response? [] Highly satisfied [] Dissatisfied [] Satisfied [] Highly dissatisfied [] Neutral
16. Are you satisfaction with the availability of requriments?
[] Highly satisfied [] Dissatisfied
[] Satisfied [] Highly dissatisfied
[] Neutral
17. Are you satisfaction with the time delivery provided by the city tyres?
[] Highly satisfied [] Satisfied [] Neutral
101
[] Dissatisfied
[] Highly dissatisfied
18. do you using MRF Tyres at present in your vechicle? [] Yes [] No
19.Do you expect any other facility and services in city tyres? [] Yes [] No
20. Give suggestions, if any----------------------------------------------------------___________________________________________________________________ ___________________________________________________
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CHAPTER- 1 INTRODUCTION

1.1 INTRODUCTION CUSTOMER SATISFACTION: 1

Indian the future trends Improved road infrastructure 6

COMPANY NAME : CITY TYRES,SATHY MAIN ROAD,ERODE PLACE : ERODE

Hercules loadstar Haulug Loadstar super Milesrar

XT-7; XT-9 Flash Amar

Armour Gripper Celebrity Panther Hunter

1. Tractor tyres: Krishak E

Krishak Powder haul 8

Sarpanch TF Kissan TF 1. Tractor tyres:

a). RIDER TT b).Superamar TT c)Ttruck plus TT d).Dhrav TT e) Haultrek TT

1.6 LIMITATION OF THE STUDY.

family was required for the study.

CHAPTER- 2 REVIEW OF LITERATURE

CHAPTER- 3 RESEARCH METHODOLOGY

3.1 RESEARCH DESIGN

Total No. Of Customers

CHAPTER - 4 ANALYSIS & INTERPRETATION

SIMPLE PERCENTAGE ANALYSIS

PROFILE OF THE RESPONDENTS

Age Below 25 26-35 36-45 46-55 Above 55 TOTAL

No. of Respondents 15 62 38 20 15 150

Percentage 10 41.33 25.33 13.33 10 100

Options School level Under Graduate Post Graduate Diplomas Others

No of the respondents 8 52 22 40 28 150

Percentage 5% 35% 15% 27% 19% 100%

E d u c a tio n a l Q u a lific a tio n

TABLE: 3 OCCUPATION WISE DISTRIBUTION OF RESPONDENTS

Occupation Agricultural Employed Transporters Business Others

Employed Transporters Business Others

TABLE 4 MONTHLY INCOME WISE DISTRIBUTION OF RESPONDENTS

Monthly Income <15000 15000-25000 25000-50000 25000-50000 >80000 Total

No .of respondents 12 33 57 27 21 150

8% 22% <15000 15000-25000 25000-50000 25000-50000 >80000 38%

Dealers Others Total

TABLE: 6 PLACE OF USING VEHICLE

No .of respondents 45 21 27 30 27 150

PLACE OF USING VEHICLE

Within city Hills area

TABLE: 7 OPINION ABOUT CUSTOMER SERVICE

Options Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied Total

No .of respondents 36 39 27 27 21 150

TABLE: 8 AFTER SALES & SERVICE CUSTOMER SERVICE

Options Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied Total

No .of respondents 30 36 27 30 27 150

Chi square test

= (5-1) (5-1 Tabulated Value Calculate Value = 26.29 = 31.88

SATISFACTION ABOUT OFFERS & DISCOUNT

Options Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied Total

No .of respondents 30 39 27 30 24 150

TABLE: 11 PROVIDING CREDIT FACILITY

Options Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied Total

No .of respondents 42 24 27 30 27 150

TABLE: 12 SATISFACTION WITH FITTING & ALIGNMENT PROVIDING 39

Options Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied Total

No .of respondents 33 21 39 30 27 150

GUIDANCE PROVIDED BY THE CITY TYRES

Options Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied Total

No .of respondents 27 42 30 24 27 150

TABLE: 14 COMPLAINTS & RESPONSE

Options Highly satisfied Satisfied

Neutral Dissatisfied Highly dissatisfied Total