A STUDY ON

CUSTOMER SATISFACTION WITH REFENCE TO MAHINDRA XYLO BY AJAY KUMAR REG. NO. 520951162

A REPORT SUBMITTED ON PARTIAL FULFILLMENT OF THE REQUIREMENT MBA (2009-2011) BUSINESS INSTITUTE OF MANAGEMENT STUDIES SHIMLA (H.P.)

Index Executive Summery ... 3 Introduction .5 Objective ... 11 Research Methodology. 12 Scope and Limitation of Study 22 Company Profile.. 24 Dealer Profile 57 Data Analysis 67 Findings 75 Recommendation .77 Conclusion 78 Bibliography 79 Annexure ...80

ACKNOWLEDGEMENT

BONAFIDE CERTIFICATE

Automotive industry in India

The Automotive industry in India is one of the largest in the world and one of the fastest growing globally. India manufactures over 11 million 2 and 4-wheeled vehicles and exports about 1.5 million every year. It is the world's second largest manufacturer of motorcycle, with annual sales exceeding 8.5 million in 2009. India's passenger car and commercial vehicle manufacturing industry is the seventh largest in the world with an annual production of more than 2.6 million units in 2009. In 2009, India emerged as Asia's fourth largest exporter of passenger cars, behind Japan, South Korea and Thailand. As of 2009, India is home to 40 million passenger vehicles and more than 1.5 million cars were sold in India in 2009 (an increase of 26%), making the country the second fastest growing automobile market in the world. By 2050, the country is expected to top the world in car volumes with approximately 611 million vehicles on the nation's roads. A major chunk of India's car manufacturing industry is based in and around the city of Chennai (also known as "Detroit of India"), with the Indian city accounting for 60 per cent of the country's automotive exports. Chakan corridor near Pune, Maharashtra is another prominent vehicular production hub with General Motors, Volkswagen/ Skoda, Mahindra and Mahindra in the process of setting up or already set up facilities. Halol in Gujarat, Gurgaon neighboring New Delhi, Aurangabad, in Maharashtra, Kolkatta in West Bengal are some of the other automotive manufacturing regions around the country. Following economic liberalization in India in 1991, the Indian automotive industry has demonstrated sustained growth as a result of increased competitiveness and relaxed restrictions. Several Indian automobile manufacturers such as Tata Motors, Maruti Suzuki and Mahindra and Mahindra, expanded their domestic and international operations. India's robust economic growth led to the further expansion of its domestic automobile market which attracted significant India-specific investment by multinational automobile manufacturers. In February 2009, monthly sales of passenger cars in India exceeded 100,000 units. The first car ran on India's roads in 1897. Till the 1930s, cars were imported directly. Embryonic automotive industry emerged in India in the 1940s. Following the independence, in 1947, the Government of India and the private sector launched efforts to create an automotive component manufacturing industry to supply to the automobile industry. However, the growth was relatively slow in the 1950s and 1960s due to nationalisation and the license raj which hampered the Indian private sector. In the 1980s, a number of Japanese manufacturers launched joint-ventures for building motorcycles and light commercial-vehicles. It was at this time that the Indian government chose Suzuki for its joint-venture to manufacture small cars. Following the economic liberalisation in 1991 and the gradual weakening of the license raj, a number of Indian and multi-national car companies launched operations. Since then, automotive component and automobile manufacturing growth has accelerated to meet domestic and export demands.

Production Statistics

The production of automobiles has greatly increased in the last decade. It passed the 1 million mark during 2003-2004 and has more than doubled since.

Year 2009 2008 2007 2006 2005 2004 2003 2002 2001 2000 1999

Car Production 2,166,238 1,846,051 1,713,479 1,473,000 1,264,000 1,178,354 907,968 703,948 654,557 517,957 533,149

% Change 17.34 7.74 16.33 16.53 7.27 29.78 28.98 7.55 26.37 -2.85

Commercial Vehicles 466,456 486,277 540,250 546,808 362, 755 332,803 253,555 190,848 160,054 283,403 285,044

% Change -4.08 -9.99 -1.20 50.74 9.00 31.25 32.86 19.24 -43.52 -0.58

Table number-1.1 (Production Statistics)

India's automobile exports have grown consistently and reached $4.5 billion in 2009, with United Kingdom being India's largest export market followed by Germany, Netherlands and South Africa. India's automobile exports are expected to cross $12 billion by 2014. According to New York Times, India's strong engineering base and expertise in the manufacturing of low-cost, fuel-efficient cars has resulted in the expansion of manufacturing facilities of several automobile companies like Hyundai Motors, Nissan, Toyota, Volkswagen and Suzuki.

Mahindra & Mahindra Limited

Type Industry Founded Headquarters Key people Private limited company (BSE: 500520) Automotive Farm Equipment 1945 Mumbai, Maharashtra, India Keshub Mahindra (Chairman), Anand Mahindra (Vice-Chairman & Managing Director) 31,568.54 crore (US$ 7.17 billion) (2010). 2,871.49 crore (US$ 651.83 million) (2010). 16,000+ Mahindra.com

Revenue Net income Employees Website

COMPANY PROFILE

Mahindra & Mahindra Limited (BSE: 500520) is part of the Indian Industrial Conglomerate Mahindra Group based in Mumbai. The company was set up in 1945 in Ludhiana as Mahindra & Mohammed by brothers K.C. Mahindra and J.C. Mahindra along with Malik Ghula Mohammed.After India gained independence and Pakistan was formed; Malik Ghulam Mohammed moved to Pakistan where he became the nation's first finance minister. Now, with the Mahindra brothers as the whole sole of the company, its name was changed to Mahindra & Mahindra in 1948. Initially set up to manufacture general-purpose utility vehicles, Mahindra & Mahindra (M&M) was first known for assembly under licence of the iconic Willys Jeep in India. M&M introduced Jeeps to India and in no time they established themselves as the Jeep manufacturers of India. The company later branched out into the manufacture of light commercial vehicles (LCVs) and agricultural tractors, rapidly growing from being a manufacturer of army vehicles and tractors to an automobile major with a growing global market presence. At present, M&M is the leader in the utility vehicle segment in India with its flagship UV Scorpio. In recent times the company is engaged in spreading its reach beyond its traditional markets. They entered into the two-wheeler segment by taking over the Kinetic Motors in India. M&M also has controlling stake in REVA Electric Car Company. M&M has also been selected as the preferred bidder for the acquisition of South Korea's SsangYong Motor Company. Mahindra & Mahindra grew from being a maker of army vehicles to a major automobile and tractor manufacturer. It has acquired plants in China]and the United Kingdom, and has three assembly plants in the USA. M&M has partnerships with international companies like Renault SA, France and International Truck and Engine Corporation, USA. M&M has a global presence and its products are exported to several countries. Its global subsidiaries include Mahindra Europe Srl. based in Italy, Mahindra USA Inc., Mahindra South Africa and Mahindra (China) Tractor Co. Ltd. M&M is one of the leading tractor brands in the world. It is also the largest manufacturer of tractors in India with sustained market leadership of over 25 years. It designs, develops, manufactures and markets tractors as well as farm implements. Mahindra Tractors(China) Co. Ltd. manufactures tractors for the growing Chinese market and is a hub for tractor exports to the USA and other nations. M&M has a 100% subsidiary, Mahindra USA, which assembles products for the American market. M&M made its entry into the passenger car segment with the Logan in April 2007 under the Mahindra Renault joint venture. M&M will make its maiden entry into the heavy trucks segment with Mahindra Navistar, the joint venture with International Truck, USA.

M&M's automotive division makes a wide range of vehicles including MUVs, LCVs and three wheelers. It offers over 20 models including new generation multi-utility vehicles like the Scorpio and the BoleRo. It formerly had a joint venture with Ford called Ford India Private Limited to build passenger cars. At the 2008 Delhi Auto Show, Mahindra executives said the company is pursuing an aggressive product expansion program that would see the launch of several new platforms and vehicles over the next three years, including an entry-level SUV designed to seat five passengers and powered by a small turbodiesel engine. True to their word, Mahindra & Mahindra launched the Mahindr Xylo in January 2009, and as of June 2009, the Xylo has sold over 15000 units. Also in early 2008, Mahindra commenced its first overseas CKD operations with the launch of the Mahindra Scorpio in Egypt, in partnership with the Bavarian Auto Group. This was soon followed by assembly facilities in Brazil. Vehicles assembled at the plant in Bramont, Manaus, include Scorpio Pik Ups in single and double cab pick-up body styles as well as SUVs. The US based Reputation Institute recently ranked Mahindra among the top 10 Indian companies in its 'Global 200: The World's Best Corporate Reputations' list. Mahindra & Mahindra has controlling stakes in Reva electric and has submitted letter of Intent for South Korea's Ssangyong Mahindra planned to sell the diesel SUVs and pickup trucks starting in late 2010 in North America[ through an independent distributor, Global Vehicles USA, based in Alpharett, Georgia. Mahindra announced it will import pickup trucks from India in knockdown kit (CKD) form to circumvent the Chicken tax. CKDs are complete vehicles that will be assembled in the U.S. from kits of parts shipped in crates. On 18 October 2010, however, it was reported that Mahindra had indefinitely delayed the launch of vehicles into the North American market, citing legal issues between it and Global Vehicles after Mahindra retracted its contract with Global Vehicles earlier in 2010, due to a decision to sell the vehicles directly to consumers instead of through Global Vehicles.

HISTORY OF MAHINDRA AND MAHINDRA

The birth of Mahindra & Mahindra began when K.C. Mahindra visited the United States of America as Chairman of the India Supply Mission. He met Barney Roos, inventor of the rugged 'general purpose vehicle' or Jeep and had a flash of inspiration: wouldn't a vehicle that had proved its invincibility on the battlefields of World War II be ideal for India's rugged terrain and its kutcha rural roads? Swift action followed thought. The Mahindra brothers joined hands with a distinguished gentleman called Ghulam Mohammed. And, on October 2nd, 1945, Mahindra & Mohammed was set up as a franchise for assembling jeeps from Willys, USA. Mahindra & Mahindra has grown steadily in size and stature and evolved into a Group that occupies a premier position in almost all key sectors of the economy. The Group's history is studded with milestones. Each one taking the Group forward. In fact, today, its total turnover is about 7.1 billion dollars. Mahindra is a group in a hurry, engaged in an ambitious, sustained and prolonged penetration into the global arena. Its spirit can be encapsulated in the words of the poet Robert Frost, a favourite of India's first Prime Minister, Pandit Jawaharlal Nehru: "The woods are lovely, dark and deep, But I have promises to keep, And miles to go before I sleep, And miles to go before I sleep." For Mahindra & Mahindra, this translates into many more milestones to be set up before it rests. If ever.

VISION
The groups vision is to Develop and nurture future business leaders of the Mahindra Group.

MISSION
Mahindra First Choice Wheels is Indias largest multi-brand used car company. The companys mission is to create Indias largest automobile and automobile-related products distribution network by providing dealers and customers with largest choice of unique world-class products and services.

COMPANYS CURRENT BOARD OF DIRECTORS

The Board of Directors of the Company has, as its members, eminent persons from Industry, Finance, Investment and other branches of business, who bring diverse experience and expertise to the Board. The Company's current Board of Directors is as follows: NAME 1. Mr. Keshub Mahindra DESIGNATION Chairman Vice Chairman and Managing Director Director Director Director Executive Director & Group Chief Financial Officer (Group CFO) Director Director Director Director Director Nominee of LIC

2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.

Mr. Anand G. Mahindra Deepak Shantilal Parekh Nadir Burjorji Godrej M. M. Murugappan Bharat Narotam Doshi Arun Kumar Nanda Narayanan Vaghul Dr. Ashok Sekhar Ganguly R. K. Kulkarni Anupam Pradip Puri Arun Kanti Dasgupta

AWARDS AND RECOGNITION

Nashik Plant was awarded the prestigious CII National Award for Excellence in Energy Management 2010 for the 3rd Consecutive Year on September 2 2010. The Award was conferred on the basis of Nashik Plants various Energy Conservation initiatives and considering the last 3 years performance on Energy Management and Energy Efficiency. The National award is instituted by CII (Confederation of Indian Industry) for various industrial sectors, for their outstanding contribution in Energy Conservation and Management. Mahindra & Mahindra Ltd. received the prestigious NDTV Profit Business Leadership Award 2010 in the Automobile Four Wheelers category. Dr. Pawan Goenka and Mr. Rajesh Jejurikar received the award on behalf of the company, at a glittering ceremony in Mumbai on September 1, 2010, which was attended by leading lights of the corporate world.

 Mahindra & Mahindra Ltd. bagged the Intelligent Enterprise Awards 2010 in the Industrial Production (Manufacturing) category for Project Harmony. The company received the award on August 27, 2010, amongst the gathering of distinguished IT leaders from Indian industry. Mahindra has been honoured with the PCQuest Best IT Implementation Award with the citation Project with the Maximum Business Impact for Project Harmony in July 2010. www.mahindrarodeo.com received the Gold in the Best Website in Automotive Category at the prestigious Campaign India Digital Media Awards India 2010 held in Mumbai on July 29, 2010. The award recognises digital marketers and their agencies for outstanding work in promoting products and services. Entries are judged by an independent panel of industry experts.

Anand Mahindra was honoured with the Business Man of the Year Award by NDTV at a star studded ceremony in New Delhi on February 24, 2010. The awards honour outstanding Indians who helped build Brand India through excellence in their fields. Mr. Anand Mahindra was named the Ernst & Young Entrepreneur Of The Year 2009 at a function in Mumbai on February 16, 2010. We have honoured Mahindra for taking his business to the next level, creating a visible impact both in local and global markets, and for the sheer value his businesses have provided to all stakeholders, said a statement from Ernst & Young. Mahindra and his entrepreneurial vision have truly set a higher benchmark for the Made in India brand, and hence we have honoured him with the award.

Mr. Arun Nanda has been honoured with the Lifetime Achievement Award at the Golden Star Awards 2010 ceremony in the category Food, Hospitality & Services on February 10, 2010. This award recognises people/organizations for the quality of service and excellence in the Food, Hospitality, Services & Retailing sector in India today. The award salutes professionals who have made a significant difference to their organizations.

Business Today in its edition dated November 15, 2009 has ranked Indias 500 Most Valuable Companies. The BT 500 ranking has evolved into a unique annual barometer of corporate performance. On August 24, 2009, Economic Times announced the Lifetime Achievement Award 200809 for our Chairman, Mr. Keshub Mahindra. The award has been bestowed on his for decades of service to Corporate India. The Lifetime Achievement Award salutes those who have conquered the peaks of corporate achievements and set example for the current generation. The jury members for this prestigious award included industry leaders such as Azim Premji, Kumar Birla, Sunil Mittal and Deepak Parekh.

 On August 24, 2009, Mr. Anand Mahindra, VC & MD, Mahindra Group was declared the Business Leader of the Year by the ET Awards 2008 09 jury. The award seeks to honour a leader who has clearly demonstrated a strategic direction for success, and has pursued vision. The jury members for this award included industry leaders such as Azim Premji, Kumar Birla, Sunil Mittal and Deepak Parekh. The jury felt that the awards should recognise excellence and success against all odds.

Mahindras Automotive Sector has won the all India award for export excellence instituted by the Engineering Export Promotion Council. The Automotive Sector has been crowned the Star Performer for 2007-08 on the basis of its growth in exports over previous years. The Award was received by Mr. Pravin N Shah, Executive Vice President, International Operations, Automotive Sector, at a special ceremony held in Mumbai on 29th August, 2009. Shri Anand Sharma, the Honble Minister of Commerce & Industry, was the Chief Guest.

AWARD AND RECOGNITION TO MAHINDRA XYLO

Mahindra Xylo was conferred the UV of the year award from CNBC TV18 Overdrive awards on January 5, 2010. Mahindra XYLO is perhaps Indias first Sedan Plus vehicle that offers the ultimate combination of luxury and power. Mahindra Xylo was decorated as MUV of the Year by NDTV Car & Bike awards on January 7, 2010.

TITLE OF THE PROJECT

A STUDY OF CUSTOMER SATISFACTION WITH REFERENCE TO MAHINDRA XYLO

OBJECTIVE OF THE STUDY

The study has been taken to analyze the customer satisfaction towards all variant of Mahindra XYLO in Solan City (Himachal Pradesh.) with special reference to the M&M Motors, the other objectives are: To gather information about customer satisfaction toward XYLO in the geographical region of Solan (H.P.) To know the customer perception about features, low maintenance cost and looks of XYLO. To know the customer satisfaction about the safety and comfort provided by Mahindra XYLO. To provide suggestion, in improving the customer satisfaction and company sales and profitability. To provide the customer satisfaction toward the after sales services offered by M&M.

ASSUMPTIONS
The respondents will give response to the best to their knowledge. They will give full support to make the study a successful one. No bias on the part of the respondent.

RESEARCH METHODOLOGY
Research Methodology
A research processes consist of stages or steps that guide the project from its conception through the final analysis, recommendation and ultimate action. The research process provides a systematic, planned approach to the research project and ensures that all aspects of the research project are consistent with each other. Research studies evolve through a series of steps, each representing the answer to a key question. This chapter aims to understand the research methodology establishing a framework of evaluation and revaluation of primary and secondary research. The technique and

concept used during primary research in order to arrive at finding, which are also dealt with and lead to a logical deduction toward the analysis and results.

Research design
A research design is a logical and systematic plan prepared for directing a research study. It specifies the objectives of the study, the methodology and techniques to be adopted for achieving the objectives. It constitutes the blue print for the collection, measurement and analysis of data. If is the plan, structure and strategy to investigation, conceived so as to obtain answers to research questions. The plan is the overall scheme or program of research. A research design is the program that guides the investigator in the process of collecting, analyzing and interpreting observations. It provides a systematic plan of procedure for the researcher to follow. According to Selltiz, Johoda and Destsch and Cook, A research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure.

Research process
Research process is in the best interest the researcher and managers paying for the research to be sure that the research purpose are fully understood. One of the hallmarks of a competent researcher is the ability to get to the heart of management problem.

DATA COLLECTION
Data collection took place with the help of filling of questionnaires. The questionnaire method has come to the more widely used and economical means of data collection. The common factor in all varieties of the questionnaire method is this reliance on verbal responses to questions, written or oral. It is essential to make sure that the questionnaire was easy to read and easy to understand to all spectrums of people in the sample. It was also important as researcher to respect the samples time and energy hence the questionnaire was designed in such a way, that its administration would not exceed 10-15 minuets. These questionnaires were personally administered. The first hand information was collected by making the people fill the questionnaires. The primary data collected by directly interacting with the people. The respondents were contacted at shopping malls, markets, places that were near to showrooms of the consumer durable products etc. The data was collected by interacting with 300 respondents who filled the questionnaires and gave me the required necessary information. The respondents consisted of housewives, students, businessmen, professionals etc. the required information was collected by directly interacting with these respondents.

METHODS OF DATA COLLECTION

There are two ways of data collections (a) primary and (b) secondary

PRIMARY DATA
Primary data is the first hand information which we get through observation, interviews or questionnaire. In the research a questionnaire was developed to collect primary data. Primary sources are original sources from which the researcher directly collects data that has not been previously collected.

SECONDARY DATA
The secondary data was taken from books, website, and newspapers to support this study. These are sources containing data which has been collected and compiled for another purpose. Secondary sources may be internal sources, such as annual reports, financial statements, sales reports, inventory records, minutes and meetings and other information that is available within the firm, in the form of a marketing information system.

DETERMINATION AND SAMPLE SIZE TARGET POPULATION

It is a description of the characteristics of that group of people from whom a course is intended. In this study sample was selected by Simple random Sampling.

SAMPLE SIZE
In this study a sample of 300 people were selected. Above the age group of 21 years were selected for the purpose of the research. The target population influences the sample size. The target population represents the Solan (H.P) regions. The people were from different professional backgrounds

MAHINDRA XYLO FEATURES AND DISCRIPTION

Mahindra is here again, this time with a grand MUV Mahindra Xylo in its kitty that has a robust and an aggressive look that will have a very appealing effect on the MUV lovers. Mahindra Xylo is a classy high end MUV with ultra sporty looks. The Mahindra Xylo is a dynamic car with many advanced features that not only add the comfort element in the car but also an array of safety measures attached to it.

With its punch Line Happy Legs, the company is aggressively promoting the car keeping in mind the buyers who keep comfort as their top priority. Mahindra Xylo is available in two types of engine. The mEagle CRDe diesel engine with a capacity of 2498cc is very powerful and offers an impressive performance. The engine is packed with CRDI (Common Rail Direct Injection) fuel supply system that offers free flow of oil and ensures the car gives a good performance on the road. The Engine is available in 5 Speed Manual Transmission. The mDI CRDe diesel engine with a capacity of 2489cc doesn't fail to impress either. This in-line type engine with 4 cylinders is packed with Common Rail Direct Injection fuel supply system offers free flow of oil and smooth running on the road. The engine is available with a 5 Speed Manual Transmission gearbox. The MUV is available in four basic variants that are BS III and BS IV emission norms compliant. The interiors and exteriors of Mahindra Xylo are beyond any comparison, the roomy and spacious interiors make you feel very comfortable and at peace even when you are stuck in a busy traffic jam. The smart and masculine body graphic of the Mahindra Xylo gives you a sense of safety and you'd find yourself cocooned in its comfort. The beautiful ski rack offers not only looks but also optimally utilizes the space. The interiors are also very impressive and the fabric upholstery adds to the style and elegance of the car.

The Mahindra Xylo is also packed with many safety and comfort features that make your drive not only pleasant but a safe one too. Some of these features include ABS, Airbags, Foldable stretch seats, etc. All the style and features the Mahindra Xylo carries, are outstanding and Mahindra Xylo's robust and smart look gives the perfect picture of an MUV ( Multi Utility Vehicle)

Mahindra Xylo D2 BSIII

Mahindra Xylo E4

Mahindra Xylo E6

Mahindra Xylo E8 Mahindra Xylo E8-ABS

This is the base model with mDI CRDe engine. It is BS III compliant and comes with extra features like roof console for spectacle holder, digital clock, sun visor, theatre effect lamps, Tilt Steering, Power steering, Power window, central locking, engine immobilizer etc. This is upgraded version with m Eagle CRDe engine and extra features like fabric seat material, flat bed seat, mobile charging points, rear wash and wiper, etc. This is again an upgraded version with an mEagle CRDe engine and extra features like digital drive assists system, arm rest, foldable arm rest in middle seat with utility space, key less entry, rear defogger, fog lamps etc. This upgraded version comes with an mEagle CRDe engine and extra features like two DIN audio system, full console, foldable flight tray, position lumbar support front seat, etc. This is the same model as Mahindra Xylo E8 with extra feature of ABS in it.

Mahindra Xylo E8-ABS-AIR This is the same model of Mahindra Xylo E8 with extra BAG feature such as ABS and Airbags.

MILEAGE, AVERAGE AND FUEL ECONOMY

Mahindra Xylo is available with two types of engine. The mEagle CRDe diesel engine with a capacity of 2498cc is very powerful and offers an impressive performance. The engine is packed with CRDI (Common Rail Direct Injection) fuel supply system that offers free flow of oil and ensures a smooth drive. The Engine is available with a 5 Speed Manual Transmission that offers smooth and swift shifting of gears. This high powered engine delivers an impressive mileage of 10.6 kmpl in the city and 14.1 kmpl on the highways.

The mDI CRDe diesel engine with a capacity of 2489cc offers an impressive performance. This in-line type engine with 4 cylinders is packed with Common Rail Direct Injection fuel supply

system that offers free flow of oil resulting in the smooth running of the engine. The powerplant is available with a five speed manual transmission which offers better mileage and performance. The high powered engine delivers an impressive mileage of 10.2 kmpl in the urban roads and a 14.1 kmpl on the highways.

POWER
Mahindra Xylo comes in two types of engine. The powerful mEagle CRDe diesel engine is packed with an engine capacity of 2498cc and a 5 Speed Manual Transmission which offers smooth shifting of gears. The in-line type engine with 4 Cylinders is packed with Common Rail Direct Injection fuel supply system that offers free flow of oil and ensures smooth running of the engine. The high powered engine delivers a maximum power of 112 bhp at 3800rpm with 260Nm of maximum torque at 1800- 2200rpm. The mDI CRDe diesel engine is available with a capacity of 2489cc. This in-line type engine is packed with 5 Speed Manual Gearbox that offers better mileage and performance. The engine is endowed with 4 cylinders and common rail direct injection fuel supply system that offers free flow of oil and that ensures a good performance on the road. The high powered engine delivers a Maximum Power of 95 bhp @ 3600rpm with 220Nm of maximum torque @ 1400- 2600 rpm.

COLORS
Diamond White Toreador Red Gold Shimmer Fiery Black Java Brown Mist Silver Rocky Beige

ACCELERATION AND PICK UP

Mahindra Xylo comes in two types of engine as mentioned earlier. The mEagle CRDe diesel engine with a capacity of 2498cc is very powerful and performs great on the road. The engine is available in five speed manual transmission with 4 Cylinders and in line engine type which offers better fuel efficiency. The engine is packed with CRDI (Common Rail Direct Injection) fuel supply system that promises a good performance. The high powered engine delivers a zipper acceleration of 100 kms in just 15.9 seconds and a top speed of 158.6 kmph. The mDI CRDe diesel engine with a capacity of 2489cc offers an impressive performance. The engine is available in 5 Speed Manual Gearbox which offers better mileage and performance. This in-line type engine is packed with 4 cylinders and Common Rail Direct Injection fuel supply system that ensure free flow of oil. This engine delivers an impressive acceleration of 100kms in just 14.7 seconds.

MAHINDRA XYLO EXTERIORS EXTERIOR APPEARANCE

For any MUV (Multi Utility Vehicle), the exterior looks are more important and at the same time should be more attractive and Mahindra has taken great care that the Mahindra Xylo offers appealing exteriors. The car is designed keeping in mind, the style, comfort and sophistication. The Mahindra Xylo offers a very bold, dynamic and charismatic look which is sure to capture the heart and soul of the car lovers. The striking front grille captures attention and the masculine body graphics of the car offer a sporty look to the new Mahindra Xylo. The chrome slots add that finishing touch to the vehicle. The front side bumper of the car that is present beneath the radiator grille looks very stunning and protects the car. The headlights not only look stunning but also offer clear vision. The body colored door handles present in the car offer smart and classy look to the exterior. The outdoor rear view mirrors also look very striking and elegant. The side body cladding present in the Mahindra Xylo give it an appealing look. The rear section of the Mahindra Xylo also offers amazingly good looks and the line continues through to the tail lights and come to a fitting conclusion in an elegantly rounded but nonetheless powerful rear. The exhaust pipes also look very smart and the ski rack also offers very impressive look to the car. The alloy wheel present in the Mahindra Xylo offers very robust and aggressive look to the car.

EXTERIOR MEASUREMENT
The Mahindra Xylo is a high end MUV with a seating capacity of 7. The Exterior dimensions of this car are as follows: Length- 4520 mm Width- 1850 mm Height- 1895 mm Wheelbase - 2760 mm Ground Clearance - 186 mm

MAHINDRA XYLO INTERIORS

Mahindra Xylo is a high end MUV presented with very brilliant interiors to lure car lovers. The big sized car is packed with numbers of advanced features that make the interior more stylish and elegant. The roomy and spacious interior with ample legroom and head room makes

the journey a pleasant one. Its ample legroom and headroom justify the punch line 'Happy Legs'. Mahindra Xylo gives you style and comfort and at the same time a pampering journey in whatever terrain you drive on. The car is packed with leather and fabric upholstery that makes the ambiance pleasant and inviting. The digital drive assist system also offers classy and superior looks. Some other stylish features of Mahindra Xylo include door pads with leather interiors, chromed inner door handles, sporty cockpit, Leather wrapped Gear, drive selection and parking brake levers, wood print panels, multimeter, dual tone leather upholstery.

INTERIOR COMFORT
Mahindra Xylo is a comfortable car in its entirety that offers a cocoon of comfort. The car stands apart from its peers when we talk about the comfort features it carries. With style and elegance, the comfort and convenience of the passengers is also taken care of. Mahindra Xylo is packed with hosts of features that ensure you reach your destination relaxed and in great comfort after that tiring day at work or shopping ! The adjustable Steering wheel available in the car offers very comfortable ride for driver of any height, the adjustable steering column for both reach and rake and comfortable seats ensure a great driving experience. The foldable arm rests present in the Mahindra Xylo offer greater comfort while driving at long distances. The driver and front passenger armrests offer a comfortable drive. The flatbed front seats available in Mahindra Xylo offer the passengers to stretch out and relax during long journey. The surround cool dual AC cools the car instantly The driver can now adjust the height of the seat and drag it closer or farther from the steering wheel and promises sheer relaxation all the way up to your destination. The Mahindra Xylo is packed with many advanced comfort features that promise a pleasant and smooth drive. The storage section is also taken care of with the availability of huge boot space wherein you can put in your luggage in case of long distance travel. The front cup holders and the storage compartments in front doors offer greater use of this space where you can store bottles or papers, etc. Some other exciting comfort features are foldable flight trays for easier snacks inside the car, mobile charging points, courtesy lamps, express power windows, integrated footstep, roof console for spectacle, etc.

INTERIOR MEASUREMENT
Mahindra Xylo is a Premium Segment MUV car with a seating capacity of 7. The car is very spacious and offers both ample headroom and legroom. Front headroom 985 cm Rear headroom 970 cm Maximum Front Leg room- 1260 Minimum Front leg room- 1050 Maximum Rear Knee room- 910 cm Minimum Rear Knee room- 700 cm Shoulder Room 1500 cm

ENGINE CAPACITY AND PERFORMANCE

Mahindra Xylo comes in two types of engine. The mEagle CRDe diesel engine with a capacity of 2498cc is very powerful and offers very impressive performance. The engine is packed with common rail direct injection fuel supply system offers free flow of oil and ensures a smooth ride. The engine is available in 5 speed manual transmission with 4 Cylinders and in line engine type. The high powered engine delivers a maximum power of 112 bhp at 3800rpm with 260Nm of maximum torque at 1800 - 2200 rpm. The mDI CRDe diesel engine with a capacity of 2489cc offers very impressive performance. This in-line type engine with 4 cylinders is packed with common rail direct injection fuel supply system offers free flow of oil and delivers an amazing performance. The high powered engine delivers a Maximum Power of 95 bhp @ 3600rpm with 220Nm of maximum torque at 1400- 2600 rpm.

WHEELS
Mahindra Xylo is a very smart luxurious Multi Utility Vehicle that blends functionality and style. The car is equipped with 15 inch alloy wheels that give the car a very robust and aggressive look and adds appeal to the exterior of the car. Mahindra Xylo is packed with puncture resistant tubeless tyres which offer hassle free journey. The specification of wheels are 215/75 R15 for both the front and rear tyres whereas the tyre size of D2 variant is 205/65 R15 for both the front and rear tyres. Mahindra Xylo is packed with big sized tyres which are very efficient in controlling this car in the event of off-roading. The big sized tyres are also of great help in slippery road and reduce the chances of skidding.

BRAKING AND HANDLING

Mahindra Xylo has a very impressive and sound braking system. The availability of ABS (Anti Lock Braking System) in the car is a proof of its good braking system. The car has front brakes as disc and drum brakes at the rear. This braking system helps the car to decelerate and also prevent wheel locking in case of sudden braking. Thus with this braking system in place, you can drive the car with great peace of mind be armed for any unexpected surprises. The suspension available in Mahindra Xylo offers dynamic stability and control to the car. The front suspension of the car is of Independent coil spring and the rear suspension is of multi link coil spring.

HANDLING AND SAFETY

Safety is a major concern these days with increased number of vehicles on the road. Mahindra Xylo has taken care of this concern with inbuilt passive and active safeguards. Mahindra Xylo is equipped with an array of advanced safeguards to make the drive comfortable and hassle free. The ABS (Anti Lock Braking System) ensures prevention of wheel lock in case of abrupt braking and keeps the car steer able. The availability of Drivers Airbag and Passenger airbag in the car is the most important safety measure which offers a cushioning effect to the passenger in case of collision and jerk and also helps in reducing the impact of collision. The Mahindra Xylo is packed with front fog lights that help to drive the car in any weather conditions and offer clear vision. With the presence of fog lamps your driving becomes very easy and safe in bad weather conditions. The Mahindra Xylo is also packed with Engine Immobilizer which protects the car from the unwelcomed guests. The crumple zones present in the car protects the passenger from collision. Some of the other safety features are front axels with anti roll bars on the suspension, Front headrest, 3 rear headrest, Powerful fog lamps for clear vision in any weather condition; the car is packed with seat belt warning system with adjustable seat belts in front.

STEREO AND ACCESSORIES

Mahindra Xylo also takes care of the music department which is a must for everyone these days. Mahindra Xylo is equipped with MP3 turner CD player and speaker that offer a very good sound system. Mahindra Xylo is also equipped with number of accessories like speaker, Leather upholstery, USB Connector Etc.

MAHINDRA XYLO PRICE LIST

XYLO VARIANTS

EX-SHOWROOM PRICE

D2 (BASE VERSION)

6,81,000

E4 (LOWER VERSION)

7,46,000

E6 (SPORTZ VERSION)

8,02,000

E8 (TOP VERSION)

8,95,000

DIFFERENT VARIANTS OF XYLO WITH THEIR FEATURES

Overview of Mahindra Xylo D2

Ex-showroom Price (Delhi Rs.) Transmission Type Engine Description Engine Displacement(cc) Maximum Power Maximum Torque Mileage-City(kmpl) Mileage-Highway(kmpl) Fuel Type Fuel Tank Capacity(litres) Seating Capacity
6,77,000 Manual 2.4L 69.5 kW m-Eagle CRDe, 4-cyl. Turbocharged 2489 95 bhp at 3600 rpm 220Nm at 1400-2600 rpm 10.0 13.0 Diesel

55 8

Mahindra Xylo D2 Standard Features

Air Conditioner CD Player Anti-Lock Braking System Power Steering Power Windows Central Locking YES NO NO YES YES YES

OVERVIEW OF MAHINDRA XYLO E4

Ex-showroom Price (Delhi Rs.) Transmission Type Engine Description Engine Displacement(cc) Maximum Power Maximum Torque Mileage-City(kmpl) Mileage-Highway(kmpl) Fuel Type Fuel Tank Capacity(litres) Seating Capacity

7,41,300 Manual 2.5L 112bhp Turbocharged 2498 m-Eagle CRDe, 4-cyl.

112bhp at 3800 rpm 260 Nm at 1800-2200 rpm 11.0 14.0 Diesel 55 7

Mahindra Xylo E4 Standard Features

Air Conditioner CD Player Anti-Lock Braking System Power Steering Power Windows Leather Seats Central Locking YES NO NO YES YES NO YES

Overview of Mahindra Xylo E6

Ex-showroom Price (Delhi Rs.) Transmission Type 7,97,300 Manual

Engine Description Engine Displacement(cc) Maximum Power Maximum Torque Mileage-City(kmpl) Fuel Type Fuel Tank Capacity(litres) Seating Capacity

2.5L 112bhp m-Eagle CRDe, 4-cyl. Turbocharged 2498 112bhp at 3800 rpm 260 Nm at 1800-2200 rpm 11.0 Diesel 55

7
Mahindra Xylo E6 Standard Features

Air Conditioner CD Player Anti-Lock Braking System Power Steering Power Windows Leather Seats Central Locking

YES NO NO YES YES NO YES

Overview of Mahindra Xylo E8 ABS Airbag

Mahindra Xylo E8 ABS Airbag Full Detail
Ex-showroom Price (Delhi Rs.) 8,89,400

Transmission Type Engine Descriptio Engine Displacement(cc) Maximum Power Maximum Torque Mileage-City(kmpl) Mileage-Highway(kmpl) Fuel Type Fuel Tank Capacity(litres) Seating Capacity

Manual 2.5L 112bhp m-Eagle CRDe, 4-cyl. Turbocharged 2498 112bhp at 3800 rpm 260 Nm at 1800-2200 rpm 11.0 14.0 Diesel 55 7

Mahindra Xylo E8 ABS Airbag Standard Features

Air Conditioner CD Player Anti-Lock Braking System Power Steering Power Windows Leather Seats Central Locking YES YES OPTIONAL YES YES YES YES

DATA ANALYSIS AND INTERPRETETION

(A) Customers opinion toward the appearance of XYLO.

Location Solan

Respondents 300

Positive 105

Negative 195

Positive % 35%

Negative % 65%

(TABLE NO.10.1)

Source: Questionnaire

DATA INTERPRETETION
65% of the respondents feel that appearance of XYLO is not impressive. While 35% respondents still believe the XYLO has impressive look.

OBSERVATION
According to this study XYLO has unimpressive look. Because most of the people in this study believe that XYLO has below average look.

(B) Factors affecting customer satisfaction towards Mahindra XYLO. Factors Features Low Maintenance Comfort Powerful engine After Sales Services No. of Respondents 40 34 85 91 50
(TABLE NO.10.2)

Percentage 13% 11% 28% 31% 17%

Source: Questionnaire

INTERPRETATION
The sample drawn on the probability basis clearly shows that 11%

(34respondents) are the opinion that low maintenance is the satisfaction factor of XYLO and 17 %( 50 respondents) of them who view After Sales Service as a vital factor for customer satisfaction. Followed by Comfort which corresponds to 28 % ( 85 respondents), Powerful engine with 31 %( 91respondents) and 13 %( 40 respondents) of them view that feature of XYLO as satisfaction factor.

OBSERVATION
Majority of the respondents are of the idea that power engine of XYLO is top most feature which satisfy the customer need. contributing to customer satisfaction followed by comfort, style and features As such, Mahindra should focus on the aspects, which will enhance the customer satisfaction and thus the market share.
One thing that everyone has to keep in mind that there is a need of improvement in after sales and services.

(C) Customer opinion toward fuel consumption. Factors Extremely Satisfied Satisfied Neutral Dissatisfied Total INTERPRETATION 100% of the respondents 46%of the respondents approached were satisfied with the fuel consumption of the XYLO. Followed by 33% was extremely satisfied, 14% are neutral and rest of the 7% is more dissatisfied with fuel consumption of Scorpio. Respondents 99 138 42 21 300
(TABLE NO. 10.3)

Percentage 33% 46% 14% 7% 100%

SOURCE QUESTIONNAIRE

OBSERVATION As majority of the respondents are satisfied with the fuel consumption of Mahindra Scorpio. The company should maintain the same standard and it is suggested to come up with suitable measure to reduce the negative opinion among the consumer who is of the opinion that fuel consumption is a dissatisfying factor.

(D) What do you feel regarding XYLOS safety and comfort?

Location Respondents Solan 300

Positive 225

Negative 75

Positive % 75%

Negative % 25%

(TABLE NO.10.4)

Source: Questionnaire

INTERPRETATION 100% of the respondents 75% of the respondents approached were satisfied with the safety and comfort feature of the XYLO. Followed by 25% of respondents were not satisfied. OBSERVATION As majority of the respondents are satisfied with the safety and comfort feature of Mahindra XYLO. The company should maintain the same standard and it is suggested to come up with suitable measure to reduce the negative opinion among the consumers who are of the opinion that safety and comfort feature is a dissatisfying factor. (E) How do you see the space availability in Mahindra XYLO?

Location Respondents Solan 300

Positive 285

Negative 15

Positive % 95%

Negative % 5%

(TABLE NO.10.5)

Source: Questionnaire

INTERPRETATION The sample drawn on the probability basis shows that out of 100% of respondents 95% of the respondents approach were satisfied with the space availability of the XYLO. 5% were not satisfied. OBSERVATION: As 95% of the respondents are happy with the space availability of the Mahindra XYLO vehicle, it can be concluded that the company has undertaken proper R&D in this aspect. The 5% of the respondents who have awarded negatively may be comparing with the vehicle in the same category launched very recently. (F) What do think about the pricing policy that has been taken by Mahindra for its XYLO?

Location Respondents Solan 300

Positive 195

Negative 105

Positive % 65%

Negative % 35%

(TABLE NO.10.6)

Source: Questionnaire

INTERPRITATION Sample has drawn from 300 people from which 195 or 65% of respondent are satisfy with the price of Mahindra XYLO. Rests of the respondents 105 or 35% of the respondents are not satisfied with the pricing policy of Mahindra XYLO. OBSERVATION Majority of the people are satisfy with the price to XYLO. But a large part of the sample size is not satisfy the policy that Mahindra has taken. So prices of XYLO should be decrease to some extend. In coming future we can see a little decrease in the price of XYLO. (G) Customers awareness about ABS (Anti-Lock Braking System) System in Mahindra XYLO.

Location Respondents Solan 300

Aware 204

Not aware 96

Aware % 68%

Not aware % 32%

Source: Questionnaire

(TABLE NO.10.7)

INTERPRITATION From above observation we can say that majority of the respondent are aware of the ABS system in XYLO. But still a number of respondent are not aware. 68% of respondents are fully aware about new system in XYLO but 32% of respondents are not aware. OBSERVATION Most of the respondents are aware of the new ABS system. But for the unaware respondents there is a need to inform them. Organization should inform people through it ad and they should inform people with different means. (H) Mahindra Xylo was decorated as MUV of the Year by NDTV Car & Bike awards on
January 7, 2010. Do you agree that XYLO deserves for this award?

Location Respondents Solan 300

Agree 285

Disagree 15

Agree % 95%

Disagree % 5%
Source: Questionnaire

(TABLE NO.10.8)

INTERPRITAION The sample drawn on the probability basis shows that out of 100% of respondents 95% of the respondents think that XYLO was deserving vehicle for this award. 5% of the respondent are disagree that XYLO did not deserve vehicle for this award. According to them there were many other cars that were suitable for this award.

OBSERVATION From above observation we can say that people are happy with the XYLO performance and they are agree that XYLO deserves for the award. with this award people come to know the value of XYLO and with this award customer perception about XYLO became very clear. (I) In overall performance are you satisfied with XYLOs performance?

Location Respondents Solan 300

Satisfied 276

dissatisfied 24

satisfied % 92%

Dissatisfied % 8%

(TABLE NO.10.9

Source: Questionnaire

INTERPRITATION The sample drawn on profitability basis shows that 84% of the customer satisfied with XYLO and only 8% were not satisfied with XYLO.

OBSERVATION: Most of the respondents approached they were satisfied with XYLO.

(J) Are you satisfy with Mahindras CRM (customer relationship management) and after sales services?

Location Respondents

Satisfied

dissatisfied

satisfied %

Dissatisfied %

Solan

300

189

111

63%
(TABLE NO.10.10

37%
Source: Questionnaire

INTERPRITATION The sample drawn on the probability basis shows that out of 100% of respondents 63% of the respondents think that Mahindras CRM and after sales services are good. They are satisfied with it. 37% of the respondent are not agree with the CRM and after sales services offered by Mahindra.

OBERVATION From above sample we come to know that most of the respondents are satisfied with the CRM and after sales and services offered by Mahindra. But a large part of the respondent is still not satisfied. There is a need to improve CRM and after sales and services.

FINDING
Based on the data gathered by administrating schedules to customers the following observations are made.

1. Mahindra XYLO has excellent percentage of customer satisfaction according to the data. 2. Most of the people are satisfied with its low maintenance cost and after sales service provided by Mahindra Scorpio. 3. Based on the fuel consumption, most of the people are satisfied with it. 4. Based on Safety and Comfort, Space, Maintenance most of the people are Satisfied with it. 5. Large numbers of XYLO user are aware of its ABS (Anti-Lock Braking System) System. 6. If we took the satisfaction level of people toward XYLO, it becomes excellent. 7. Its features and style satisfy most of the people. 8. One thing that comes out from this research that people are not satisfied with the appearance or look of XYLO. 9.In future if company comes out with new variant or new UV looks should be a matter of concern. Most of the respondent were not satisfied with XYLOs look. 10. People are happy that XYLO has won MUV of the Year by NDTV Car & Bike
awards on January 7, 2010.

RECOMMENDATION

 Mahindra Company has to implement good customer relationship management strategy that enhances customer satisfaction level. The budget of R&D should increase and more emphasis should be given to the R&D development. The company should promote about the entire feature offered by it. There is a need to aware people about its new features like ABS system, Digital Engine Immobilizer intellipark and etc.

As majority of the customer give opinion that they are satisfied is the factor, services and design of the product of the company should taken not only maintain the existing standard but also enhance them. There is a need to improve CRM and after sales and services. A large part of the observed respondents are not agreed with it. So there is a chance of improvement in this sector. LIMITATIONS OF THE STUDY The slowest method of data collection. Difficult to know whether willing respondents are truly representative or not. Possibility of ambiguous replies. Respondents were not honest. The scope of study is limited to the respondents which are selected from in and around Solan H.P. The sample unit was also 300 respondents

CONCLUSION

 The Company is offering good services, which is reflected on the satisfaction of the customer.

Majority of the customer are satisfied with overall performance of the vehicle.

Mahindra XYLO has a very good market share in the state of H.P.

People are very happy with the power engine of Mahindra XYLO.

There is a need to improve CRM and after sales and services.

The Company is aggressively promoting the car keeping in mind the buyers who keep comfort as their top priority.

BIBLOGRAPHY
Philip Kotler 13th edition Marketing Management www.mahindrascorpio.co.in www.automobile.com Data from Mahindra and Mahindra automobile dealer from Shilma city.

SAMPLE QUESTIONNAIRE (A) Customers opinion towards the appearance of XYLO.

(a) Positive (b) Negative. (B) Factors affecting customer satisfaction towards Mahindra XYLO. Which factor you consider is satisfy you most? (a) After sales services (b) Low maintenance (c) Comfort (d) Powerful engine (C) Are you satisfied with the fuel consumption of SCORPIO? (a) Extremely Satisfied (b) Satisfied (c) Neutral (d) Dissatisfied (D) What do you feel regarding XYLOS safety and comfort? (a) Satisfy (b) Dissatisfy (E) (F) How do you see the space availability in Mahindra XYLO? (a) Positive response (b) Negative responce What do think about the pricing policy that has been taken by Mahindra for its XYLO? (a) Positive response (b) Negative responce

(G) Customers awareness about ABS (Anti-Lock Braking System) System in Mahindra XYLO. (a) Aware (b)Not aware (H) Mahindra Xylo was decorated as MUV of the Year by NDTV Car & Bike awards on January 7, 2010. Do you agree that XYLO deserves for this award? (a) Agree (b) Disagree (I) In overall performance are you satisfied with XYLOs performance (a) Satisfied (b) Dissatisfied (J) Are you satisfy with Mahindras CRM (customer relationship management) and after sales services (a) Satisfied (b) Dissatisfied