A Study On Customer Satisfaction With Special Refrence TO Mahindra Bolero BY Santosh Kumar Sharma Regd. No. 08/48

A STUDY ON CUSTOMER SATISFACTION WITH SPECIAL REFRENCE TO MAHINDRA BOLERO BY SANTOSH KUMAR SHARMA Regd. No.
08/48
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INSTITUTE OF COMPUTER 3 BUSINESS MANA-EMENT HYDERABAD
ICBM-SCHOOL OF BUSINESS EXCELLENCE
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E4ECUTI@E SUMMARY
Mahindra & Mahindra (M&M), the market leader in multi-utility vehicles in India. The company started manufacturing commercial vehicles in 1 !". M&M is the leader #y far in commercial vehicle and the second largest in the passenger vehicle market. The company is the $orld%s si&th largest medium and heavy commercial vehicle manufacturing. Mahindra is #est kno$n for utility vehicles and tractors in India, Its automotive division, the company's oldest unit (founded in 1 !"), makes (eeps and three-$heelers (not passenger )auto ricksha$s,) #ut utilitarian delivery and flat#ed incarnations). M&M's farm e*uipment sector, formed in 1 +, during India's green revolution, manufactures tractors and industrial engines. M&M also produces military vehicles. The company has facilities located throughout India. The survey involved gathering $ide information a#out the company, its products, customer satisfaction and impact of various competitive firms on the company. -rom the information collected, various aspects $ere identified $here the company needs to focus more to improve the efficiency of marketing team of Mahindra .utomotives. The research $as conducted through collection of primary and secondary data. /econdary data $as collected through visiting various $e# sites, automo#ile maga0ines and other relia#le sources. 1rimary data $as collected through a $ell-framed *uestionnaire, of $hich later a detailed analysis $as done using various statistical I.T. tools like M/ 2ord and M/ 3&cel.
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4n the #asis, the secondary data analysis and the e&tensive analysis of the primary data, interpretations $ere dra$n for the *uestions and conclusion isdra$n. 5ertain suggestions are also dra$n from the analysis to help. Mahindra .utomotives to increase its market share in commercial passenger segment and M16s.
The main research that followed is to know Customer satisfaction towards Mahindra BOLARO SLX, a new SUV recently launched by Mahindra. Due to the limited resources and time constraints, the study was conducted within the area Allahabad city.
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INTRODUCTION
5ustomer /atisfaction is the #u00$ord used #y the #usiness people for the success of organi0ation in the present days. 7ue to the increases of heavy competition in every product 8 line it #ecome difficult for the companies to retain the customers for longer time. /o retain the customer for longer time the marketer has to do only one things i.e. customer satisfaction .If customer is fully satisfied #y the product it not only ru# the organi0ation successfully #ut also fetch many #enefits for the company . They are less process sensitive and they remain customer for a longer period. They #uy addition products overtimes as the company introduce related produce related products or improved, so customer satisfactions is gaining a lot of importance in the present day. 3very company is conducting survey on customer satisfaction level on their products .To make the products up to the satisfaction level of customers. This pro(ect is also done to kno$ the customers satisfaction on the 94:3;4 on #ehalf of Mahindra and Mahindra .utomo#iles. The impact of automo#ile industry on the rest of the economy has #een so pervasive and momentous that is characteri0ed as second industrial. It played a vital role in helping the nation to produce higher value good and services and in the enhancing their skills and impose tremendous demand for automo#ile. The decrease in the interest rate and easy availa#le of cars loons from < to , years, lot of car manufacturers company facing cut throat competition in the fields of technology and price, /o to gain the market share it is important for the institutes to satisfy its customers and to retain the reputation and its image.
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C#"!o%er S(!&"*(6!&o' S!r(!eg&e" Fo))oAed B8 M3M The different strategies follo$ed #y M&M consists of 5ustomer relationship management, strategy to providing #etter facility to the o$ner, and strategy to provide #etter after sales service to customer. C#"!o%er Re)(!&o'"+& M('(ge%e'! 5;M as a tool $as used to create positive $ord-of-mouth, to monitor customer e&periences and generate referrals. . series of 5;M activities $ere implemented $ith regular direct communication, events and customer satisfaction surveys, 3vents, -estive offers, ;e$ards 1rogram, etc.
INTRODUCTION OF AUTOMOBILE INDUSTRY
The automo#ile industry has changed the $ay people live and $ork. The earliest of modern cars $as manufactured in the year 1= ". /hortly the first appearance of the car follo$ed in India. .s the century turned, three cars $ere imported in Mum#ai (India). 2ithin decade there $ere total of 1><" cars in the city. The da$n of automo#ile actually goes #ack to !>>> years $hen the first $heel $as used for transportation in India. In the #eginning of 1"th century,1ortuguese arrived in 5hina and the interaction of the t$o cultures led to a variety of ne$ technologies, including the creation of a $heel that turned under its o$n po$er. 9y 1+>>s small steam-po$ered engine models $as developed, #ut it took another century #efore a full-si0ed engine-po$ered vehicle $as created. 9rothers 5harles and -rank 7uryea introduced the actual horseless carriage in the year 1= ,. It $as the first internal-com#ustion motor car of .merica, and it $as follo$ed #y ?enry -ord%s first e&perimental car that same year.
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4ne of the highest-rated early lu&ury automo#iles $as the 1 > ;olls-;oyce /ilver @host that featured a *uiet +-cylinder engine, leather interior, folding $indscreens and hood, and an aluminum #ody. 5hauffeurs usually drove it and emphasis $as on comfort and style rather than speed. 7uring the 1 <>s, the cars e&hi#ited design refinements such as #alloon tires, pressed-steel $heels, and four-$heel #rakes. @raham 1aige 75 1haeton of 1 < featured an =-cylinder engine and an aluminum #ody. The 1 ,A 1ontiac 7e :u&e sedan had roomy interior and rear-hinged #ack door that suited more to the needs of families. In 1 ,>s, vehicles $ere less #o&y and more streamlined than their predecessor $as. The 1 !>s sa$ features like automatic transmission, sealed-#eam headlights, and tu#eless tires. The year 1 "A #rought po$erful high-performance cars such as Mercedes-9en0 ,>>/:. It $as #uilt on compact and styli0ed lines, and $as capa#le of <,> kmph (1!! mph). This $as the Indian automo#ile history, and today modern cars are generally light, aerodynamically shaped, and compact.
F(6!" 3 F&g#re"
The automo#ile industry in India is on an investment overdrive. 9e it passenger car or t$o$heeler manufacturers, commercial vehicle makers or three-$heeler companies - everyone appears to #e in a scram#le to hike production capacities. The country is e&pected to $itness over R" ?0B000 6rore of investment #y <>1>. ?yundai $ill also #e unmasking the 6erna and a #rand ne$ diesel car. -e'er() Mo!or" $ill #e launching a mini and may #e a compact car.
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Most of the companies have made their intentions clear. M(r#!& Ud8og has set up the second car plant $ith a manufacturing capacity of /.> )(C+ units per annum for an investment of R" <B>00 Crore (R" ?B/00 Crore for diesel engines and R" /B=18 Crore for the car plant itself). ?yundai and T(!( Mo!or" have announced plans for investing a similar amount over the ne&t , years. ?yundai $ill #ring in more than R" ?B800 Crore to India. Tata Motors $ill #e investing R" /B000 Crore in its small car pro(ect. -e'er() Mo!or" $ill #e investing R" 100 Crore, Ford a#out R" ?>0 Crore and To8o!( announced modest e&pansion plans even as Ho'd( S&e) has earmarked R" ?B000 Crore over the ne&t decade for India - a si0ea#le chunk of this should come $8 /010 since the company is also looking to enter the lucrative small car segment. .Talking a#out the commercial vehicle segment, A"+oC Le8)('d and T(!( Mo!or" have each announced $ell over R" 1B000 Crore of investment. M(+&'dr( 3 M(+&'dr(D" (oint venture $ith International Trucks is e&pected to see an infusion of at least R" >00 Crore.
I'd#"!r8 er*or%('6e &' /00800;

The Indian automotive market managed to stand up to the vagaries of the economic meltdo$n to sho$ slightly gro$th during fiscal <>>=-> . 4verall vehicle sales at ;=./? )(C+ gre$ 0.=1 per cent from ;<.>4 )(C+ units in <>>A->=. 2hen ma(or automotive markets reported a ?0040 per cent decline, only a handful of countries managed to sho$ gro$th. . fe$ months ago, India $as looking at negative gro$th #ut has turned around. It is actually #etter than e&pected. 1assenger vehicle sales at 1>.>1 )(C+ registered flat gro$th $hile commercial vehicle sales sho$ed a /1 er 6e'! dro . SIAM has a positive outlook for the current financial year. 2hile it foresees a =08 er 6e'! gro$th for the commercial vehicle segment, the industry #ody predicts a ?0> er 6e'! gro$th for
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passenger vehicles. The three-$heeler segment may gro$ >08 er 6e'! gro$th $hile t$o $heelers may sho$ ?0> er 6e'! gro$th. The passenger vehicle market has $eathered the do$nturn largely due to market leader M(r#!& S#E#C& $hich holds 48 er 6e'! of the market. The compact car giant clocked =.// )(C+ units for <>>=-> . 5losest rival H8#'d(& Mo!or India sold /.44 )(C+ 6(r", a gro$th of 1? er 6e'!. Tata Motors% sales gre$ 1.? er 6e'! at /.?0 )(C+ units $hile Mahindra & Mahindra posted /.> er 6e'! gro$th at 1.0< )(C+ units. Most premium carmakers sa$ volumes shrink last fiscal. To8o!( K&r)o"C(r Mo!orF" num#ers fell 1> er 6e'! to 4<B8;/ units $hile Ford I'd&(F" sales $ere do$n 1= er 6e'! to /=B;=< #'&!". Ho'd( S&e) C(r" India also sa$ a 1= er 6e'! drop at >/B4/0 units $hile -e'er() Mo!or" India $as do$n 8 er 6e'! to <1B>/< units. .mong commercial vehicle makers, all ma(or players sa$ su#stantial fall in volumes. Market leader T(!( Mo!or" $ith a <0 er 6e'! plus share, sho$ed // er 6e'! drop in num#ers at /.?4 )(C+ units $hile .shok :eyland sho$ed ?= er 6e'! drop at 4=B<?/. 3icher%s sales volume fell ?= er 6e'! at 1=B?41 units and -orce Motors $as do$n /8 er 6e'! at =B81; units. BThe freight movement is unlikely to improve this fiscal $hich $ill impact truck sales. T$o-$heeler sales gre$ /.< er 6e'! to =4.?8 )(C+ units. B?ero ?onda has made up for the erosion of sales volume for other t$o-$heeler makers including 9a(a( .uto and T6/ Motor 5ompany,C said Mr. Matta. ?ero ?onda clocked ?<.40 )(C+ units, a gro$th of 1/.> er 6e'!. 9a(a( .uto%s volumes dropped /? er 6e'! to 1/.8< )(C+ units $hile T6/ sa$ a marginal decline at 11.?< )(C+ units. Ho'd( Motorcycle and /cooter India%s sales surged 1< er 6e'! to 10.1> )(C+ units.
OBGECTI@ES OF THE STUDY
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The study has #een under taken to analy0e the customer satisfaction to$ards all variant of Mahindra 94:3;4 in .llaha#ad (D.1) $ith a special reference to the M&M motors, the other o#(ectives areE
To gather information a#out customer satisfaction to$ard 9olero in the geographic region
of .llaha#ad (D1). To kno$ the customer perception a#out features, lo$ maintenance cost and looks of 9olero. To kno$ the customer satisfaction a#out the safety and comfort provided #y 9olero.
To provide suggestions, in improving the customer satisfaction and the company sales and profita#ility
To kno$ the customer satisfaction to$ards the after sales service offers #y M&M.
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RESEARCH METHODOLO-Y
Re"e(r6+ Me!+odo)og8
. research process consists of stages or steps that guide the pro(ect from its conception through the final analysis, recommendations and ultimate actions. The research process provides a systematic, planned approach to the research pro(ect and ensures that all aspects of the research pro(ect are consistent $ith each other. ;esearch studies evolve through a series of steps, each representing the ans$er to a key *uestion. INTRODUCTION This chapter aims to understand the research methodology esta#lishing a frame$ork of evaluation and revaluation of primary and secondary research. The techni*ues and concepts used during primary research in order to arrive at findingsF $hich are also dealt $ith and lead to a logical deduction to$ards the analysis and results.
RESEARCH DESI-N I propose to first conduct a intensive secondary research to understand the full impact and implication of the industry, to revie$ and criti*ue the industry norms and reports, on $hich certain issues shall #e selected, $hich I feel remain unans$ered or lia#le to change, this shall #e further taken up in the ne&t stage of e&ploratory research. This stage shall help me to restrict and select only the important *uestion and issue, $hich inha#it gro$th and segmentation in the industry.
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The various tasks that I have undertaken in the research design process are E 7efining the information need 7esign the e&ploratory, descriptive and causal research. RESEARCH PROCESS The research process has four distinct yet interrelated steps for research analysis It has a logical and hierarchical orderingE 7etermination of information research pro#lem. G7evelopment of appropriate research design. G3&ecution of research design. G5ommunication of results. 3ach step is vie$ed as a separate process that includes a com#ination of task , step and specific procedure. The steps undertake are logical, o#(ective, systematic, relia#le, valid, impersonal and ongoing. EXPLORATORY RESEARCH The method I used for e&ploratory research $as 1rimary 7ata /econdary data PRIMARY DATA He$ data gathered to help solve the pro#lem at hand. .s compared to secondary data $hich is previously gathered data. .n e&ample is information gathered #y a *uestionnaire. Iualitative or
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*uantitative data that are ne$ly collected in the course of research, 5onsists of original information that comes from people and includes information gathered from surveys, focus groups, independent o#servations and test results. 7ata gathered #y the researcher in the act of conducting research. This is contrasted to secondary data, $hich entails the use of data gathered #y someone other than the researcher information that is o#tained directly from first-hand sources #y means of surveys, o#servation or e&perimentation. Pr&%(r8 d(!( &" $("&6())8 6o))e6!ed$8 ge!!&'g ,#e"!&o''(&re *&))ed $8 !+e re" o'de'!".
SECONDARY DATA Information that already e&ists some$here, having #een collected for another purpose. /ources include census reports, trade pu#lications, and su#scription services. There are t$o types of secondary dataE internal and e&ternal secondary data. Information compiled inside or outside the organi0ation for some purpose other than the current investigation ;esearching information, $hich has already #een pu#lishedJ Market information compiled for purposes other than the current research effortF it can #e internal data, such as e&isting sales-tracking information, or it can #e research conducted #y someone else, such as a market research company or the D./. government. Se6o'd(r8 "o#r6e o* d(!( #"ed 6o'"&"!" o* $ooC" ('d Ae$"&!e" My proposal is to first conduct a intensive secondary research to understand the full impact and implication of the industry, to revie$ and criti*ue the industry norms and reports, on $hich certain issues shall #e selected, $hich I feel remain unans$ered or lia#le to change, this shall #e further taken up in the ne&t stage of e&ploratory research. DESCRIPTI@E RESEARCH /T31/ in the descriptive researchE
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/tatement of the pro#lem Identification of information needed to solve the pro#lem

/election or development of instruments for gathering the information
Identification of target population and determination of sampling 1lan.

7esign of procedure for information collection
5ollection of information
.nalysis of information @enerali0ations andKor predictions
DATA COLLECTION 7ata collection took place $ith the help of filling of *uestionnaires. The *uestionnaire method has come to the more $idely used and economical means of data collection. The common factor in all varieties of the *uestionnaire method is this reliance on ver#al responses to *uestions, $ritten or oral. I found it essential to make sure the *uestionnaire $as easy to read and understand to all spectrums of people in the sample. It $as also important as researcher to respect the samples time and energy hence the *uestionnaire $as designed in such a $ay, that its administration $ould not e&ceed !-" mins. These *uestionnaires $ere personally administered. The first hand information $as collected #y making the people fill the *uestionnaires. The primary data collected #y directly interacting $ith the people. The respondents $ere contacted at shopping malls, markets, places that $ere near to sho$rooms of the consumer dura#le products
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etc. The data $as collected #y interacting $ith <>> respondents $ho filled the *uestionnaires and gave me the re*uired necessary information. The respondents consisted of house$ives, students, #usinessmen, professionals etc. the re*uired information $as collected #y directly interacting $ith these respondents.
DETERMINATION THE SAMPLE PLAN AND SAMPLE SIHE TAR-ET POPULATION It is a description of the characteristics of that group of people from $hom a course is intended. It attempts to descri#e them as they are rather than as the descri#er $ould like them to #e. .lso called the audience the audience to #e served #y our pro(ect includes key demographic information (i.e.F age, se& etc.).The specific population intended as #eneficiaries of a program. This $ill #e either all or a su#set of potential users, such as adolescents, $omen, rural residents, or the residents of a particular geographic area. Topic areasE @overnance, .ccounta#ility and 3valuation, 4perations Management and :eadership. . population to #e reached through some action or interventionF may refer to groups $ith specific demographic or geographic characteristics. The group of people you are trying to reach $ith a particular strategy or activity. The target population is the population I $ant to make conclude an ideal situationF the sampling frames to matches the target population. . specific resource set that is the o#(ect or target of investigation. The audience defined in age, #ackground, a#ility, and preferences, among other things, for $hich a given course of instruction is intended. I have selected the sample trough /imple random /ampling SAMPLE SIHEI
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This involves figuring out ho$ many samples one need. The num#ers of samples you need are affected #y the follo$ing factorsE 1ro(ect goals ?o$ you plan to analy0e your data ?o$ varia#le your data are or are likely to #e ?o$ precisely you $ant to measure change or trend The num#er of years over $hich you $ant to detect a trend ?o$ many times a year you $ill sample each point ?o$ much money and manpo$er you have
SAMPLE SIHE I have targeted 1">people in the age group a#ove <1 years for the purpose of the research. The target population influences the sample si0e. The target population represents the 7elhi regions. . The people $ere from different professional #ackgrounds. The details of our sample are e&plained in chapter named primary research $here the divisions are e&plained in demographics section. ERRORS IN THE STUDY I'!er7&eAer error There is intervie$er #ias in the *uestionnaire method. 4pen-ended *uestions can #e #iased #y the intervie$er%s vie$s or pro#ing, as intervie$ers are guiding the respondent $hile the *uestionnaire is #eing filled out. The attitudes the intervie$er revels to the respondent during the
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intervie$ can greatly affect their level of interest and $illingness to ans$er openly. .s intervie$ers, pro#ing and clarifications ma&imi0e respondent understanding and yield complete ans$ers, these advantages are offset #y the pro#lems of prestige seeking, social desira#ility and courtesy #iases.
J#e"!&o''(&re error The *uestionnaire designing has to careful so that only re*uired data is concisely reveled and there is no redundant data generated. The *uestions have to #e $orded carefully so that the *uestions are not loaded and does not lead to a #ias in the respondents mind Re" o'de'! error The respondents selected to #e intervie$ed $ere not al$ays availa#le and $illing to co operate also in most cases the respondents $ere found to not have the kno$ledge, opinion, attitudes or facts re*uired additionally uninformed response errors and response styles also led to survey error. S(% )&'g error 2e have taken the sample si0e of 1">, $hich cannot determine the #uying #ehavior of the total population. The sample has #een dra$n from only Hational 5apital ;egion. Research Design ;esearch design is a conceptual structure $ithin $hich research $as conducted. . research design is the detailed #lueprint used to guide a research study to$ards its o#(ective. It is a series of advanced decision taken together comprising a master plan or a model for conducting the
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research in consonance $ith the research o#(ectives. ;esearch design is needed #ecause it facilitates the smooth sailing of the various research operations, there#y making research as efficient as possi#le yielding ma&imum information $ith the minimum effort, time and money.
S6o e ('d !+e L&%&!(!&o' o* !+e "!#d8
The scope of study is limited to the respondents are selected from in and around .llaha#ad, D.1 . The pro(ect is carried out for the period of !" days only. Measurement of customer satisfaction is comple& su#(ects, $hich uses non-o#(ectives method, $hich is not relia#le. The sample unit $as also 1"> respondents. ?o$ever, Mahindra and Mahindra .utomo#ile sho$rooms are located in other places i.e. locally and even in the neigh#oring states. 4nly opinion of respondents of .llaha#ad city $as consider for finding out the opinions of respondents.
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COMPANY PROFILE
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COMPANY PROFILE
HSTORY OF MAHINDRA 3 MAHINDRA AUTOMOTI@E

Mahindra & Mahindra (M&M) $as esta#lished in 1 !" as Mahindra & Mohammed. :ater on, after the partition of India, one of the partners - @hulam Mohammad - returned to 1akistan, $here he #ecame -inance Minister. .s a result, the company $as renamed to Mahindra & Mahindra in 1 !=.
M&M started its operation as a manufacturer of general-purpose utility vehicles. It assem#led 5L7 (eeps in 1 ! . 4ver the passing years, the company e&panded its #usiness and started manufacturing light commercial vehicles (:56s) and agricultural tractors.
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.part from agricultural tractors and :56s, Mahindra & Mahindra also sho$ed its de&terity in manufacturing army vehicles. /oon, it started its operations a#road, through its plants set up in 5hina, the Dnited Lingdom and the D/..
M&M partnered $ith companies prominent in the international market, including ;enault /., International Truck and 3ngine 5orporation, D/., in order to mark its glo#al presence. M&M also started e&porting its products to several countries across the $orld. /u#se*uently, it set up its #ranches including Mahindra 3urope /rl (#ased in Italy), Mahindra D/. Inc., Mahindra /outh .frica and Mahindra (5hina) Tractor 5o. :td. .t the same time, M&M managed to #e the largest manufacturer of tractors in India, #y holding leadership in the market of the country, for around <" years. The company is an old hand in designing, developing, manufacturing and marketing tractors as $ell as farm implements. It made its entry to the passenger car segment in India, $ith the manufacture of :ogan (mid-si0e sedan) in .pril <>>A, under the Mahindra ;enault colla#oration. /oon after the considera#le success of :ogan, M&M started launching a $ide range of :56s and three $heelers as $ell as /D6s including /corpio and 9olero. In the present time, 9olero has gained immense popularity in India. It is one of the most opted vehicles in its class.
MAHINDRA BOLERO
Mahindra 9olero is one of the most successful and popular utility vehicle of the Mahindra and Mahindra @roup. The car is ro#ust in appearance and it has #een elegantly designed, keeping in mind the conditions of the Indian roads. Mahindra 9olero is also among the #est fuel-efficient cars of India as the manufacturer has e*uipped it $ith a <">> cc diesel engine $ith"- speed transmission.
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MAHINDRA SCORPIO
Mahindra & Mahindra :imited launched Mahindra /corpio as its first /ports Dtility 6ehicle in India in <>><. This /D6 has redefined the e&pectations for the design of /D6s $ith its sturdy looks and po$erful performance, the sophisticated interior design adds to the further glory to the appearance.
MAHINDRAIN-ENIO
Mahindra & Mahindra is planning to launch a ne$ multi-purpose vehicle (M16) to take on the Toyota Innova and the 5hevrolet Tavera in #oth the individual #uyer and ta&i segments. Mahindra has currently named the pro(ect Ingenio. The vehicle is e&pected to hit the market in<>>
MAHINDRA RENAULT LO-AN

Much a$aited Mahindra-;enault :ogan has #een launched in India. This compact sedan is a spacious, practical and afforda#le vehicle. The outlook of :ogan is impressive and the #asic version is a value for money, ho$ever the top-end versions are a #it high on price. The prominent feature of this car is its performance, interiors and economy.
MAHINDRA 4YLO
Mahindra & Mahindra :imited launched their latest Multi Dtility 6ehicle (MD6) BMyloC in India on Nanuary 1,, <>> . The car #oasts of having all the lu&urious features that are seen in today%s sedans, $ith the ample space of a utility vehicle. Mylo's muscular stance contri#utes to its commanding road presence. -ully packed $ith the latest features, the MD6 is sure to impress Indian consumers and provide a stiff competition to the other vehicles $ithin its class.
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Per*or%('6e O* M(+&'dr( 4YLO

Dnder the hood of Mahindra Mylo lies a !-cylinder tur#ocharged, m3agle diesel engine, $hich generates a po$er of 11<#hp O ,=>> rpm and a peak tor*ue of <! kgm O 1=>>-,>>> rpm. The po$erful engine is developed on the H3- 5;7e platform and is mated to "-gears manual transmission. The car accelerates from rest to +> kmKh in (ust ".= seconds.
MILSTONEB AWARDS AND ACCOLADES

M&Ms 61st year as st!""e" ith a n!#$er %& n%te %rthy achie'e#ents( )restigi%!s )ri*es an" g+ittering a ar"s,
DUAL HONOURS FOR CHAIRMAN MR. KESHUB MAHINDRA

5hairman, Mr. Ke"+#$ M(+&'dr( $as a$arded the B9usiness 6isionary .$ard <>>+C instituted #y the Hational Institute of Industrial 3ngineering (HITI3), Mum#ai. 5hairman, Mr. Leshu# Mahindra $as also a$arded the prestigious I9/ Lolkata :ifetime
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.chievement .$ard for his Punparalleled contri#ution to industrial gro$th and social and economic development of the community%. The Institute of 5hartered -inancial .nalysts of India%s (I5-.I) India 9usiness /chool (I9/) presented it, Lolkata, at the /trategy /ummit <>>A, held in Lolkata.
SLEW OF HONOURS FOR MR. ANAND MAHINDRA

Mr. .nand Mahindra, 65 & M7, Mahindra @roup, received a num#er of prestigious a$ards in <>>+->A, includingE The prestigious 5H95 .sia 9usiness :eader of the Qear .$ard for the Qear <>>+ as $ell as the 5H95 T6 India B9usiness :eader of the Qear .$ardC. The P534 of the Qear% a$ard at the India 9rand /ummit <>>+ co-sponsored #y 9usiness /tandard and ITM 9usiness /chool in association $ith Times Ho$ and 7H. ne$spaper.
The :M. 3ntrepreneur of the Qear <>>+ a$ard, instituted #y the :udhiana Management .ssociation (:M.).
The Most Inspiring 5orporate :eader of the Qear% .$ard #y H7T6 1rofit The H7T6 1rofit 8 5ar & 9ike .$ard <>>A for .utomo#ile Man of the Qear.
Mr. A'('d M(+&'dr( $as also nominated as a Mem#er of the 5ouncil of the 3&ecutive 5ommittee of the Hational /ports 7evelopment -und (H/7-) of the @ovt. of India. ?e $as featured in the list of "> Most Influential Indians in 9usiness 2eek%s edition dated .ugust 1,, <>>A
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HI-HEST CRISIL RATIN- FOR M3M

M&M has received the highest @overnance & 6alue 5reation rating, 5;I/I: @65 :evel - I from 5;I/I: for the a#ility to create value for all stakeholders, $hile adopting sound corporate governance practices.
DUN 3 BRADSTREET AMERICAN E4PRESS CORPORATE AWARDS /00<

Mahindra & Mahindra $as rated as the leading Indian company in the .utomo#ile - Tractors sector in the P7un & 9radstreet 8 .merican 3&press 5orporate .$ards <>>+%. The .utomo#ile /ector comprises of three categories 8 1assenger 6ehicles, 5ommercial 6ehicles and Tractors.
These a$ards recogni0e the virtues of si0e and gro$th in the a$ards methodology. M&M ranked Ho. 1 in these t$o segments in the premier 7un & 9radstreet India pu#lication, India%s Top ">> 5ompanies <>>+.
MAHINDRA RECEI@ES AMITY HR E4CELLENCE AWARD

Mahindra & Mahindra $as honored $ith the .mity ?; 3&cellence .$ard at the -ourth .mity @lo#al ?; /ummit <>>A held at the .mity International 9usiness /chool, Hoida. The .mity ?; 3&cellence .$ard recogni0ed Mahindra as one the most admired companies across the glo#al on account of its innovative strategies for ?uman ;esources Management and 7evelopment.
-LOBAL HR E4CELLENCE AWARD FOR M3M

Mahindra & Mahindra $on the @lo#al ?; 3&cellence .$ard for Innovative ?; practices (Manufacturing /ector), in the .sia 1acific ?;M 5ongress, held in Mum#ai. These a$ards recogni0e organi0ations and individuals $ho have em#raced change, encouraged constructive challenges and demonstrated entrepreneurial skills in the corporate $orld.
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M3M WINS BOMBAY CHAMBER -OOD CORPORATE CITIHEN AWARD /00<00=

M&M $as presented $ith the coveted 9om#ay 5ham#er @ood 5orporate 5iti0en .$ard <>>+>A at a glittering ceremony held to cele#rate the 5ham#er%s 1A<nd -oundation 7ay on /eptem#er <1, <>>A. Mr. 9harat 7oshi, 3&ecutive 7irector, M&M :td. and Mr. ;a(eev 7u#ey, Mem#er of the @roup Management 9oard and 5hairman, Mahindra & Mahindra 5/; 5ouncil, received the a$ard on #ehalf of the company. This .$ard recogni0es and honors conspicuous achievement #y corporate organi0ations #y $ay of service to the civic community, in addition to outstanding operational performance. It takes into account several parameters, including 9usiness 1erformance, 5orporate Interests, 3mployee 2elfare, 5ustomer and /takeholder /atisfaction and /ocial Investment.
-OLDEN PEACOCK AWARD FOR E4CELLENCE IN CORPORATE -O@ERNANCE

Mahindra & Mahindra $on the coveted @olden 1eacock .$ard for 3&cellence in 5orporate @overnance <>>+. This a$ard validates the company%s P9est-in-5lass% corporate governance practices and reflects its transparent and ethical dealings $ith stakeholders across the entire value chain. It recogni0es the Management%s commitment to the highest standards of corporate conduct and its commitment to 5orporate /ocial ;esponsi#ility as a distinct activity that helps #uild commenda#le social values and adds to the ethical fi#er of the organi0ation.
BEST AUTOMOTI@E MANUFACTURIN- SUPPLY CHAIN E4CELLENCE AWARD

Mahindra & Mahindra has #een a$arded as the organi0ation $ith the B9est .utomotive Manufacturing /upply 5hain 3&cellenceC. The a$ards $ere presented #y India Times Mindscape (Times of India @roup) along $ith the 9usiness India @roup at the 3&press,
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:ogistics & /upply 5hain .$ards held in Mum#ai on /eptem#er <=, <>>A. .. 5. Heilson is accredited $ith the research for the a$ard nominees and $inners.
HI-H RANKIN-S FOR MAHINDRA

M&M $as ranked second in the prestigious e Most Trusted 5ar 5ompany in India study conducted #y TH/. M&M scored 1<A points, (ust seven points #elo$ the top ranking company, according to a TH/ communi*uR.
M&M $as ranked 1!th in The 3conomic Times prestigious P3T ">>% list of top achieving
companies in India. The company has moved up four ranks from last year. To *uote from the P3T ">>% $rite-upE BM&M%s Part-to-part% strategy of diversification into the auto parts value chain and its plans for ne$ platforms for utility vehicles and (oint venture $ith ;enault for :ogan have led to a gain in ranks.C M&M $as ranked <<nd in 9usiness India%s annual survey of the country%s top companies - /uper 1>> M&M $as ranked ,1st in 9usiness Today%s annual survey of India%s most valua#le companies
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MILESTONES OF MAHINDRA3MAHINDRA
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YEAR
ACHIE@MENTS
1 !A
In 4cto#er, the first #atch of A" Dtility 6ehicles (D6s) imported in 5L7 condition from 2illys overland 3&port 5orporation.
1 !
:ease of 11,>A1 /*. yards at Ma0agaon from 9ritish India /team navigation. The first 2illys 4verland Neep #uilt in India at the .ssem#ly 1lant , Ma0agaon, 9om#ay (no$ Mum#ai).
1 "!
Manufacture of 6ehicles undertaken in colla#oration $ith Laiser Neep 5orporation and .merican Motors 5orporation.
1962
Indigenous content of Neep goes up to A> per cent. To centralise manufacturing operations, 1,A acres of land purchased at Landivli.
1 +"
-5 1"> 1etrol Trucks introduced.
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PRODUCT PROFILE PRODUCTS OF MAHINDRA AUTOMOTI@E
MAHINDRA KSCORPIO-
MAHINDRA ./OLERO-
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MAHINDRA KXYLO-
MAHINDRA RENAULT .LO0A1-
MAHINDRA KMARSHAL-
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MAHINDRA KMAXX-
BOLERO @ARIANTS Bo)ero SL4

Fe(!#re" ('d S e6&*&6(!&o' Make Model 6ariant 9ody Type Ho. of 7oors F#e) E**&6&e'68I 5ity Mileage ?igh$ay Mileage .! kmpl 1<.! kmpl Mahindra 9olero /:M /D6 "
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-uel 5apacity -uel Type -uel @rade E'g&'e P(r(%e!er"I
+> liters 7iesel -
7isplacement 9ore /troke 5ylinder 5onfiguration 6alve @ear 4peration 5ompression ;atio Ho. of 6alves .spiration -uel /ystem ?orse 1o$er Tor*ue
<"<,cc ! inline = Tur#o 5harged 7I +,.1<O,<>> psOrpm 1=>O1!!> HmOrpm
S!eer&'g ('d S#" e'"&o' /teering Type 1o$er /teering -ront /uspension ;ear /uspension D&%e'"&o'"I ;ack and pinion, po$er assist Qes Independent $ith coil spring :eaf spring
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:ength ?eight 2idth 2heel 9ase 5learance 9oot -ront ?ead ;oom -ront :eg ;oom ;ear ?ead ;oom ;ear :eg ;oom Lre#s 2eight @ross 2eight Dr&7e Tr(&' Type @ears 7rive :ine
!>"+ mm 1==> mm 1++> mm <+=> mm <>> mm MinE +>mm Ma&E +>mm 8 MinE +>mm Ma&E +>mm MinE A!mm Ma&E !mm MinE 1+1"kg Ma&E 1+1" kg
Manual " ;27
Co%*or!" Fe(!#re" .M K -M ;adio 3&cept .M K -M radio there is no other comfort is provided. S(*e!8I There is no safety feature included in 9olero /:M including antitheft system etc. BOLERO SLE Fe(!#re ('d S e6&*&6(!&o' 1resent
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Make Model 6ariant 9ody Type Hum#er of 7oors F#e) E**&6&e'68I 5ity Mileage ?igh$ay Mileage -uel 5apacity -uel Type -uel @rade E'g&'e P(r(%e!er"I 7isplacement 9ore /troke 5ylinder 5onfiguration 6alve @ear 4peration 5ompression ;atio Ho. of 6alves .spiration -uel /ystem ?orse 1o$er Tor*ue
Mahindra 9olero /:3 /D6 "
." kmpl 1,.< kmpl +> liters 7iesel -
<"<,cc ! inline = Tur#o 5harged 7I +,.1<O,<>> psOrpm 1=>O1!!> HmOrpm
S!eer&'g ('d S#" e'"&o' /teering Type 1o$er /teering ;ack and pinion, po$er assist Qes
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-ront /uspension ;ear /uspension D&%e'"&o'"I
Independent $ith coil spring 1ara#olic :eaf spring
:ength ?eight 2idth 2heel 9ase 5learance 9oot -ront ?ead ;oom -ront :eg ;oom ;ear ?ead ;oom ;ear :eg ;oom Lre#s $eight @ross $eight Dr&7e Tr(&'
!>"+ mm 1==> mm 1++> mm <+=> mm 1=> mm MinE 1+1"kg Ma&E 1+1" kg -
Type @ears 7rive :ine Co%*or! Fe(!#re"
Manual " ;27
A&r0Co'd&!&o'&'g
Ye"
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3&cept .ir conditioning, no other comfort features are present in the 9olero /:3. /ame as /:M no safety features are present in the 9olero /:3.
BOLERO DIH Fe(!#re ('d S e6&*&6(!&o' Make Model 6ariant 9ody Type Hum#er of 7oors F#e) E**&6&e'68I 5ity Mileage ?igh$ay Mileage -uel 5apacity -uel Type -uel @rade E'g&'e P(r(%e!er"I 7isplacement 9ore /troke 5ylinder 5onfiguration 6alve @ear 4peration 5ompression ;atio Ho. of 6alves <"<,cc ! inline = ." kmpl 1,.< kmpl +> liters 7iesel Mahindra 9olero 7IS /D6 "
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.spiration -uel /ystem ?orse 1o$er Tor*ue
7I +,.1<O,<>> psOrpm 1,A."O<>>>-<">> HmOrpm
S!eer&'g ('d S#" e'"&o' /teering Type 1o$er /teering -ront /uspension ;ear /uspension D&%e'"&o'"I :ength ?eight 2idth 2heel 9ase 5learance 9oot -ront ?ead ;oom -ront :eg ;oom ;ear ?ead ;oom ;ear :eg ;oom Lre#s $eight @ross $eight !>"+ mm 1==> mm 1=1" mm <+=> mm <>> mm MinE 1+1"kg Ma&E 1+1" kg ".! kg ;ack and pinion, po$er assist Qes Independent $ith coil spring & anti roll #ar 1ara#olic :eaf springs
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Dr&7e Tr(&'
Type @ears 7rive :ine
Manual " ;27
This model of Mahindra 9olero do not consist any comfort features and safety features.
BOLERO DI Fe(!#re ('d S e6&*&6(!&o'
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Make Model 6ariant 9ody Type Hum#er of 7oors F#e) E**&6&e'68I 5ity Mileage ?igh$ay Mileage -uel 5apacity -uel Type -uel @rade E'g&'e P(r(%e!er"I 7isplacement 9ore /troke 5ylinder 5onfiguration 6alve @ear 4peration 5ompression ;atio Ho. of 6alves .spiration -uel /ystem ?orse 1o$er Tor*ue
Mahindra 9olero 7I /D6 "
1>.A kmpl 1<. kmpl +> liters 7iesel -
<"<,cc ! inline = Tur#o 5harged 7I +,.>=O,<>> psOrpm 1=>O1!!> HmOrpm
S!eer&'g ('d S#" e'"&o' /teering Type 1o$er /teering ;ack and pinion, po$er assist Ho
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-ront /uspension ;ear /uspension
Independent $ith coil spring :eaf springs
D&%e'"&o'"I
:ength ?eight 2idth 2heel 9ase 5learance 9oot -ront ?ead ;oom -ront :eg ;oom ;ear ?ead ;oom ;ear :eg ;oom Lre#s $eight @ross $eight Dr&7e Tr(&'
!<+> mm 1=1> mm 1=1" mm <+=> mm 1=, mm MinE +>mm Ma&E +>mm MinE +>mm Ma&E +>mm MinE A!mm Ma&E !mm MinE 1+1"kg Ma&E 1+1" kg -
Manual " ;27
A&r0Co'd&!&o'&'g
Ye"
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BOLERO DI PLUS Fe(!#re ('d S e6&*&6(!&o' Make Model 6ariant 9ody Type Hum#er of 7oors F#e) E**&6&e'68I 5ity Mileage ?igh$ay Mileage -uel 5apacity -uel Type -uel @rade E'g&'e P(r(%e!er"I 7isplacement 9ore /troke 5ylinder 5onfiguration 6alve @ear 4peration <"<,cc ! inline .! kmpl 1,.1 kmpl +> litre 7iesel Mahindra 9olero 1lus /D6 "
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5ompression ;atio Ho. of 6alves .spiration -uel /ystem ?orse 1o$er Tor*ue
= Tur#o 5harged 7irect In(ection +,.>=O,<>> psOrpm 1=>O1!!>-1""> HmOrpm
S!eer&'g ('d S#" e'"&o' /teering Type 1o$er /teering -ront /uspension ;ear /uspension ;ack and pinion, po$er assist Ho Independent $ith coil spring & anti roll #ar 1ara#olic :eaf springs
D&%e'"&o'"I
:ength ?eight 2idth 2heel 9ase 5learance 9oot -ront ?ead ;oom -ront :eg ;oom ;ear ?ead ;oom ;ear :eg ;oom Lre#s $eight @ross $eight
!!!> mm 1 AA mm 1++> mm <A ! mm 1 " mm MinE A!mm Ma&E !mm MinE 1+1"kg Ma&E 1+1" kg -
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Dr&7e Tr(&'
Manual " ;27
A&r0Co'd&!&o'&'g
Ye"
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73.:3; 1;4-I:3
UNITED AUTOMOBILE .P@T2 LTD.

Dnited .utomo#iles $as esta#lished in 1 "1. Dnited automo#iles $ere the first authori0ed dealers of M&M.
O#r D&"!&'6!&o'I T+&" &" o'e of the largest authori0ed dealers for Mahindra & Mahindra .utomotives. ;ecord
sales in the first year of operation.
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P(r!'er" &' Progre""I

2e are the preferred partners of M&M automotives, chiefly due to our successful sales record and *uality. 4ur facilities have remained #'"#r (""ed, as $e strive everyday to #etter our self.
Co%%('d&'g Pre"e'6eI
Dnited .utomo#iles as a centrali0ed air-conditioned sho$room of M&M automotives its kind in U!!(r Pr(de"+B spread gracefully and decorated elegantly over an impressive =1>> s*.ft at :uckno$, 9eing e*uipped $ith affa#le front office staff and adept professional technicians, 1rovide a perfect of *uality /ervice and ;elia#ility.
S (6e Fr&e'd)8I
The interiors are aimed at making you feel completely at ease, In lu&ury. 9ecause for us the customer is king, one $ho deserves a regal offering. The setting is apt for times $hen you need to s$itch into a rela&ed state of mind.
Te6+'o)og8 !o S!(8 A+e(dI

2e are e*uipped $ith the latest technological advancement in the industry, in order to give the #est of services $hen it matters. Hot (ust to #e part of, 9ut to #uild the future, is our motto.
A%$&e'6e !+e E5#de Re)(5(!&o'I

4urs is one of the fe$ service centers to #e e*uipped $ith a fully-fledged customer-$aiting lounge. . part from a television and pool ta#le, it had a $ed kiosk to keep u connected all the time.
Ser7&6e A&!+ Co%%&!%e'!I

4ur dedicated team of mechanical specialty offers e&pert treatment for your vehicle. 2e ensure consistency in performance each time, $ithout fail.
A!!e'!&o' !o De!(&)"I
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2e provide genius spare parts and accessories to ensure e&ceptional performance. 3very single aspect related to your vehicle is taken care of at our premises.
De()&'g M(de Co'7e'&e'!I

It is a part of our commitment policy to give advantage to the customer at every (uncture. 2e offer assistance of every kind at our premises itself, $hich makes it a one stop facility.
E5 er! -#&d('6e (! E7er8 S!e I

4ur sales team gives utmost priority to your satisfaction. 2hen you need help to make the right choice, it is ensured that the result is #eyond your e&pectations. Thus making it a point that you get the #est in #oth lu&ury and comfort al$ays.
Mode)"I
Mahindra & Mahindrahas #een launching various type of MD6s and cars from the year of 1 !", keeping in mind the *uality, design, driving, comfort, fuel efficiency, and service and resale value. These from a formida#le force that gives our customers the pride and the (oy of value forever. 2hat drives M&M is
5ommitment :eadership .ny an eye for appropriate technology.
/ince 1 !", $hen M&M first #egan manufacturing MD6s & :56s, M&M have #een engaged in a single-minded endeavor to #ring you cars that only state-of-the-art, #ut are also some f the most environment-friendly vehicles in this $orld-a reflection of our commitment and care, for #etter environment. .t the heart of every M&M is a uni*ue engineering and an optimal mi& of po$er and economy.
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.ll this is supported #y M&M nation 8 $ide dealership net$ork and automated $orkshop that provide e&cellent after sale service The company has constantly e&ploring ne$ opportunity to define the shape to tomorro$%s driving technology.
Pro%o!&o'() A6!&7&!&e"I
The promotional activities adopted #y Dnited .utomo#iles are 1. /. ?. 4. >. <. =. 8. Te"! Dr&7&'g Free Dr&7&'g Ho(rd&'g D&"6o#'!" Ad7er!&"e%e'! &' NeA" ( er ('d %(g(E&'e" -&*! S6+e%e" Free Ser7&6e" M&)e(ge Co'!e'!"
1romotional e&penses have #een #orne #y #oth Dnited .utomo#iles and M&M, shares in advertisement cost.
Ser7&6e O**eredI
/i& /ervice and paid service after sale of 5ars. -ree checkups campaigns -inance through #ank 7emonstration for ne$ products .cceptance of $arranty claims
WorC&'g T&%e &' U'&!ed A#!o%o$&)e"I
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2orking hours in Dnited .utomo#iles are 1< hours per day starting from E,> am to E,>pm $ith one-hour #reak for lunch and 1" minutes for evening tea and coffee.
PRODUCT A@AILABLE AT UNITED AUTOMOBILESI

Dnited .utomo#iles has franchise of M&M 5ompany. M&M 5ompany manufacturer various types of MD6s and :56s.
T+e"e (reI MAHINDRA KXYLO-
4YLO @ARIANTS 3< (9./3 63;/I4H)
E40SHOWROOM PRICE +,"+,=<!
3! (:423; 63;/I4H)
A,>!,<=,
3+ (/14;TS 63;/I4H)
A,A!, A,
3= ( T41 63;/I4H )
=,1>,,1<
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MAHINDRA KSCORPIO-
SCORPIO @ARIANTS /54;1I4 M<7I /54;1I4 :& m?a$k /54;1I4 /le m?a$k /54;1I4 6l& m?a$k
E40 SHOWROOM PRICE +, <,=A, A,,A,A,A =,,A,A>" ,,=,+,=
/54;1I4 6le m?a$k
1>,1=,!<A
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MAHINDRA K/OLERO-
BOLERO @ARIANTS 94:3;4 7I
E40SHOWROOM PRICE !, ,A,= (2?IT3), ",>",A,= (/I:63;)
94:3;4 /:3
",+>,"1
94:3;4 /:M
+,1<,=<>
94:3;4 1I5LD1
!,"+, =,
MAHINDRA RENAULT .LO0A1-
LO-AN @ARIANTS
E40SHOWROOM PRICE
:4@.H @:3 1.!
!,=!,!A1
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:4@.H @:M 1.!
",> ,+ +
:4@.H @:M 1.+ :4@.H @:/ 1.+ :4@.H @:/M 1.+ :4@.H 7:3 1." :4@.H 7:M 1." :4@.H 7:/ 1." :4@.H 7:/M 1." :4@.H @:M 1.! 37@3 :4@.H @:/M 1.+ 37@3 :4@.H 7:M 1." 37@3 :4@.H 7:/ 1." 37@3
",!A,1+ ",A",A<A ", ",< < ", A,+>" +,!>,A 1 +,=+,+,1 A,>+,1 " ",!1,A"< +,<A,,A= +,A<,="> A,<>,<>!
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:4@.H 7:/M 1." 37@3
A,, ,A=A
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DATA ANALYSIS 3 INTERPRETATION
DATA ANALYSIS 3 INTERPRETATION
S(!&"*&ed
D&""(!&"*&ed
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A=T <<T T($)e No. 1 S(!&"*(6!&o' !oA(rd" M(+&'dr( Bo)ero
So#r6eI J#e"!&o''(&re F&g#reI1
I'!er re!(!&o' 1I The sample dra$n on pro#a#ility #asis sho$s that A=T of the customers $ere satisfied $ith 9olero variant and only <<T $ere not satisfied $ith 9olero variant. O$"er7(!&o'I Most of the respondents approached $ere satisfied $ith 9olero
T($)e NoI / F(6!or" (**e6!&'g 6#"!o%er "(!&"*(6!&o' !oA(rd" M(+&'dr( Bo)ero
-actor -eatures :o$ Maintenance 5omfort /tyle .fter /ales /ervice So#r6eI J#e"!&o''(&re F&g#reI/
Ho. of ;espondent 1= "1 <A <! ,>
1ercentage 1<T ,!T 1=T 1+T <>T
56 | P a g e
I'!er re!(!&o' /I The sample dra$n on the pro#a#ility #asis clearly sho$s that ,!T ("1respondents) are the opinion that lo$ maintenance is the satisfaction factor 9olero and <> T( ,> respondents) of them $ho vie$ .fter /ales /ervice as a vital factor for customer satisfaction. -ollo$ed #y 5omfort $hich corresponds to 1= T( <A respondents), /tyle $ith 1+T(respondents) and only 1<T(1= respondents) of them vie$ that feature of 9olero as satisfaction factor.
O$"er7(!&o'I Ma(ority of the respondent are of the idea that lo$ maintenance of the top most feature contri#uting to customer satisfaction follo$ed #y after sales services comfort style and features .s such, Mahindra should focus on the aspects, $hich $ill enhance the customer satisfaction and thus the market share
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T($)e NoI ? C#"!o%er o &'&o'" !oA(rd" *#e) 6o'"#% !&o'. F(6!or E5!re%e)8 S(!&"*&ed S(!&"*&ed Ne#!r() D&""(!&"*&ed To!() Per6e'!(ge /=L 4;L 1=L =L 100L
So#r6eI J#e"!&o''(&re F&g#reI ?
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I'!er re!(!&o' ?I 1>>T of the respondents ! T of the respondents approached $ere satisfied $ith the fuel consumption of the 9olero. -ollo$ed #y <AT $as e&tremely satisfied, 1AT are neutral and rest of the AT is more dissatisfied $ith fuel consumption of 9olero. O$"er7(!&o'E .s ma(ority of the respondents are satisfied $ith the fuel consumption of Mahindra 9olero, the company should maintain the same standard and it is suggested to come up $ith suita#le measure to reduce the negative opinion among the consumer $ho are of the opinion that the fuel consumption is a dissatisfying factor.
T($)e NoI 4 C#"!o%er o &'&o'" !oA(rd S(*e!8 ('d Co%*or!. F(6!or 3&tremely /atisfied /atisfied Heither /atisfied & 7issatisfied 7issatisfied Total So#r6eI J#e"!&o''(&re F&g#reI 4 Per6e'!(ge <,T !AT <>T 1>T 1>>T
I'!er re!(!&o' 4I 1>>T of the respondents !AT of the respondents approached $ere satisfied $ith the safety and comfort feature of the 9olero. -ollo$ed #y <AT $as e&tremely satisfied, 1AT are neutral and rest of the AT $as dissatisfied $ith safety and comfort feature of 9olero. O$"er7(!&o'E .s ma(ority of the respondents are satisfied $ith the safety and comfort feature of Mahindra 9olero, the company should maintain the same standard and it is suggested to come up $ith suita#le measure to reduce the negative opinion among the consumer $ho are of the opinion that the fuel consumption is a dissatisfying factor.
T($)e NoI > C#"!o%er o &'&o'" !oA(rd De"&g'.
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F(6!or 3&tremely /atisfied /atisfied Heutral 7issatisfied Total So#r6eI J#e"!&o''(&re F&g#reI >
Per6e'!(ge <>T !>T <AT 1,T 1>>T
I'!er re!(!&o' >I 1>>T of respondents !>T of the respondents approached $ere satisfied $ith the 7esign of the 9olero. <>T $ere more satisfied, <AT of them neutral and 1,T are dissatisfied $ith the design of the 9olero. O$"er7(!&o'E .s ma(ority of the respondents are satisfied $ith the design of Mahindra 9olero, the company should maintain the same standard and it is suggested to come up $ith suita#le measure to reduce the negative opinion among the consumer $ho are of the opinion that the fuel consumption is a dissatisfying factor.
T($)e NoI < C#"!o%er o &'&o'" !oA(rd " (6e (7(&)($&)&!8 &' M(+&'dr( Bo)ero. F(6!or More /atisfied /atisfied Heither /atisfied & 7issatisfied 7issatisfied Total So#r6eI J#e"!&o''(&re F&g#reI < Per6e'!(ge <AT ",T 1AT ,T 1>>T
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I'!er re!(!&o' <I The sample dra$n on the pro#a#ility #asis sho$s that out of 1>>T of respondents ",T of the respondents approached $ere satisfied $ith the space availa#ility of the 9olero. <AT $ere more satisfied, 1AT of neither satisfied and dissatisfied and ,T are dissatisfied $ith the space availa#ility of the 9olero. O$"er7(!&o'I .s =>T of the respondents are happy $ith the space availa#ility of the Mahindra 9olero vehicle, it can #e conducted that the company has undertaken proper ;&7 in this aspect. The <>T of the respondents $ho have ans$ered negatively may #e comparing $ith the vehicle in the same category launched very recently. T($)e NoI = C#"!o%er "(!&"*(6!&o'" !oA(rd M(&'!e'('6e o* M(+&'dr( Bo)ero
F(6!or 3&tremely /atisfied /atisfied Heutral 7issatisfied Total So#r6eI J#e"!&o''(&re F&g#reI=
Per6e'!(ge <,T "1T <1T "T 1>>T
I'!er re!(!&o' =I The sample dra$n on the pro#a#ility #asis sho$s that out of 1>>T of respondents "1T of the respondents approached $ere satisfied $ith the maintenance of the 9olero. <,T $ere e&tremely satisfied, <1T of neutral and "T are dissatisfied $ith the maintenance. O$"er7(!&o'I Though ma(ority of the customer are satisfied that the maintenance cost of Mahindra 9olero is less, around <>T are not satisfied $hich may #e #ecause of comparison of 9olero $ith the ne$ly launched competing #rands coming $ith even lo$er maintenance cost. T($)e NoI 8 C#"!o%er (A(re'e"" ($o#! oAer "!eer&'g.
61 | P a g e
O !&o' .$are Dna$are To!() So#r6eI J#e"!&o''(&re F&g#reI 8
No. O* Re" o'de'! 1<> ,> 1>0
No. O* Re" o'de'!" .L2 =>T <>T 100L
I'!er re!(!&o' 8I 4ut of 1>>T of respondents, =>T of the respondents approached $ere a$are of the po$er steering present in some variant of 9olero and <>T $ere not a$are of the po$er steering present in some variant of 9olero. O$"er7(!&o'I Most of the respondents approached $ere a$are of po$er steering system introduced in some variants of 9olero.
T($)e NoI ; C#"!o%er er6e !&o'" ($o#! Bo)ero @er8 -ood <>T /ourceE Iuestionnaire -igureE -ood !AT A7er(ge <1T B(d 1<T @er8 B(d -
62 | P a g e
I'!er re!(!&o' ;I The sample dra$n on the pro#a#ility #asis sho$s that out of 1>>T of respondents !AT of the respondents gave @ood response to 9olero. <>T gave 6ery @ood response, <1T gave .verage response and 1<T gave #ad response to 9olero. O$"er7(!&o'I .s +AT of the respondents are satisfied that they are happy $ith 9olero, it satisfies that the customer satisfaction levels are very high. If the company $ere to identify the pitfalls in their product and undertake remedial measure, thus it $ill lead to more good $ord of mouth pu#licity.
FINDIN-
63 | P a g e
FINDIN-S
9ased on the data gathered #y administrating schedules to customers the follo$ing o#servations are made.
1. Mahindra 9olero has e&cellent percentage of customer satisfaction according to the data
sho$n in ta#le 1 of the data analysis and Interpretation topic. <. Most of the people are satisfied $ith its lo$ maintenance cost and after sales service provided #y Mahindra 9olero.
,. 9ased on the fuel consumption, most of the people are satisfied $ith it.
!. 9ased on /afety and 5omfort, 7esign, /pace, Maintenance most of the people are satisfied $ith it.
64 | P a g e
". :arge num#ers of 9olero user are a$are of its po$er steering.
6. If $e took the satisfaction level of people to$ard 9olero, it #ecomes good. 7. Its features and style satisfy most of the people.
65 | P a g e
RECOMMENDATION
Re6o%%e'd(!&o'
Mahindra 5ompany has to implement good customer relationship management strategy that enhances customer satisfaction level. The company can for the undertake ;&7 to improve the e&isting feature $hich field help increase in the customer satisfaction.
66 | P a g e
The company should promote a#out the entire feature offered #y it. .s ma(ority 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 e&isting standard #ut also enhance them.
67 | P a g e
CONCLUSION
CONCLUSIONS
1.
Mahindra 9olero has a very good market share in the state of D.1. for the /D6 segment.
68 | P a g e
2.
The company is offering good services, $hich is reflected on the satisfaction of the customer.
3.
Ma(ority of the customer are satisfied $ith the design of the vehicle.
69 | P a g e
BIBLIO-RAPHY
B&$)&ogr( +8
70 | P a g e
1hilip Lotler 1<th edition Marketing Management $$$.mahindra#olero.co.in $$$.automo#ile.com 7ata from Mahindra and Mahindra automo#ile dealer from .llaha#ad city.
71 | P a g e
ANNE4URES
72 | P a g e
A''e5#re 1 JUESTIONNAIRE
12 C#"!o%er ro*&)e (2 N(%e 62 Age e2 Addre""I0

12 Are 8o# ( "(!&"*&ed A&!+ M(+&'dr( Bo)eroM (. Ye" $. No
2) I* KYe"N W+&6+ *(6!or 8o# 6o'"&der &" "(!&"*&e" 8o# %o"!M a. Fe(!#re
$2 O66# (!&o' d2 I'6o%e
$. LoA M(&'!e'('6e 6. LooC" d. A*!er S()e" Ser7&6e
,) Are 8o# "(!&"*8 A&!+ !+e *#e) 6o'"#% !&o' o* BOLEROM

(. $. 6. d. E5!re%e)8 S(!&"*&ed S(!&"*&ed Ne#!r() D&""(!&"*&ed
73 | P a g e
42 Are 8o# "(!&"*&ed A&!+ !+e S(*e!8 ('d Co%*or! o* BOLEROM

a. E5!re%e)8 S(!&"*&ed
$. S(!&"*&ed 6. Ne#!r() d. D&""(!&"*&ed
>2 Are 8o# "(!&"*&ed A&!+ !+e De"&g'M

a. E5!re%e)8 S(!&"*&ed
$. S(!&"*&ed 6. Ne#!r() d. D&""(!&"*&ed <2 Are 8o# "(!&"*&ed A&!+ " (6e (7(&)($)e &' BOLEROM
a. E5!re%e)8 S(!&"*&ed
$. S(!&"*&ed 6. Nor S(!&"*&ed 3 D&""(!&"*&ed d. D&""(!&"*&ed
=2 Are 8o# "(!&"*&ed A&!+ M(&'!e'('6e 6o"!M

a. E5!re%e)8 S(!&"*&ed
$. S(!&"*&ed 6. Ne#!r() d. D&""(!&"*&ed
82 Are 8o# (A(re ($o#! oAer "!eer&'g re"e'! &' Bo)eroM (. Ye" $. No
74 | P a g e
;2 Yo#r ge'er() er6e !&o' ($o#! Bo)ero. (. @er8 -ood $. -ood 6. A7er(ge d. B(d 102 Do 8o# A('! !o g&7e ('8 "#gge"!&o' ($o#! ('8 6+('ge &' !+e Bo)eroM
A''e5#re / PICTURES OF BOLEOR
75 | P a g e
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A Study On Customer Satisfaction With Special Refrence TO Mahindra Bolero BY Santosh Kumar Sharma Regd. No. 08/48

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A STUDY ON CUSTOMER SATISFACTION WITH SPECIAL REFRENCE TO MAHINDRA BOLERO BY SANTOSH KUMAR SHARMA Regd. No.

A re or! "#$%&!!ed &' (r!&() *#)*&))%e'! o* !+e re,#&re%e'! o* P-DM ./0080/0102

INSTITUTE OF COMPUTER 3 BUSINESS MANA-EMENT HYDERABAD

ICBM-SCHOOL OF BUSINESS EXCELLENCE

ICBM-SCHOOL OF BUSINESS EXCELLENCE

ICBM-SCHOOL OF BUSINESS EXCELLENCE

ICBM-SCHOOL OF BUSINESS EXCELLENCE

ICBM-SCHOOL OF BUSINESS EXCELLENCE

INTRODUCTION OF AUTOMOBILE INDUSTRY

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I'd#"!r8 er*or%('6e &' /00800;

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OBGECTI@ES OF THE STUDY

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/tatement of the pro#lem Identification of information needed to solve the pro#lem

Identification of target population and determination of sampling 1lan.

.nalysis of information @enerali0ations andKor predictions

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S6o e ('d !+e L&%&!(!&o' o* !+e "!#d8

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HSTORY OF MAHINDRA 3 MAHINDRA AUTOMOTI@E

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MAHINDRA RENAULT LO-AN

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Per*or%('6e O* M(+&'dr( 4YLO

MILSTONEB AWARDS AND ACCOLADES

DUAL HONOURS FOR CHAIRMAN MR. KESHUB MAHINDRA

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SLEW OF HONOURS FOR MR. ANAND MAHINDRA

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HI-HEST CRISIL RATIN- FOR M3M

DUN 3 BRADSTREET AMERICAN E4PRESS CORPORATE AWARDS /00<

MAHINDRA RECEI@ES AMITY HR E4CELLENCE AWARD

-LOBAL HR E4CELLENCE AWARD FOR M3M

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M3M WINS BOMBAY CHAMBER -OOD CORPORATE CITIHEN AWARD /00<00=

-OLDEN PEACOCK AWARD FOR E4CELLENCE IN CORPORATE -O@ERNANCE

BEST AUTOMOTI@E MANUFACTURIN- SUPPLY CHAIN E4CELLENCE AWARD

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HI-H RANKIN-S FOR MAHINDRA

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-5 1"> 1etrol Trucks introduced.

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PRODUCT PROFILE PRODUCTS OF MAHINDRA AUTOMOTI@E

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MAHINDRA RENAULT .LO0A1-

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BOLERO @ARIANTS Bo)ero SL4

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-uel 5apacity -uel Type -uel @rade E'g&'e P(r(%e!er"I

+> liters 7iesel -

A re or! "#$%&!!ed &' (r!&() #)&))%e'! o* !+e re,#&re%e'! o* P-DM ./0080/0102

Peror%('6e O M(+&'dr( 4YLO