CHAPTER 1 INTRODUCTION

CUSTOMER SATISFACTION

Customer Satisfaction is the buzzword used by the business people for the success of organization in the present days. Due to the increases of heavy competition in every product Line it become difficult for the companies to retain the customers for longer time. So retain the Customer for longer time the marketer has to do only one thing i.e. customer satisfaction .If Customer is fully satisfied by the product it not only rub the organization successfully but also Fetch many benefits for the company. They are less process sensitive and they remain customer for a longer period. They buy 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. Every company is conducting survey on customer satisfaction level on their products .To make the products up to the satisfaction level of customers. This project is also done to know the customers satisfaction on the BOLERO on behalf of Mahindra and Mahindra Automobiles. The impact of automobile industry on the rest of the economy has been so pervasive and momentous that is characterized 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 automobile. The decrease in the interest rate and easy available of cars loons from 2 to 3 years, lot of car manufacturers company facing cut throat competition in the fields of technology and
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price, So to gain the market share it is important for the institutes to satisfy its customers and to retain the reputation and its image.

OBJECTIVE OF THE STUDY The study has been under taken to analyze the customer satisfaction towards all variant of Mahindra BOLERO in Dombivli with a special reference to the M&M motors, the other objectives are: To gather information about customer satisfaction toward Bolero in the geographic region of Dombivli. To know the customer perception about features, low maintenance cost and looks of Bolero. To know the customer satisfaction about the safety and comfort provided by Bolero. To provide suggestions, in improving the customer satisfaction and the company sales and profitability To know the customer satisfaction towards the after sales service offers by M&M

SCOPE OF THE STUDY The study made by the researcher help to provide information relating to the geographic, demographic and economic features of the respondents in and around Dombivli area. This research is based on primary data and secondary data. This study only focuses on urban buying behavior of customers. The study does not say anything about rural buying

behavior of customer because rural norms/status/attitude & acceptance of the rural customers differs with urban customers. It provides help to further the research for organized retail sector. It aims to understand the skill of the company in the area like technological advancement, competition in management. The findings and suggestions given by the researcher at the end of the study will be helpful for the organization in making market planning and so enrich the sales of the Dombivli Mahindra Bolero.

LIMITATIONS The scope of study is limited to the respondents are selected from in and around Dombivli. The project is carried out for the period of 45 days only. Measurement of customer satisfaction is complex subjects, which uses nonobjectives method, which is not reliable. The sample unit was also 40+15 respondents. However, Mahindra and Mahindra Automobile showrooms are located in other places i.e. locally and even in the neighboring states. Only opinion of respondents of Allahabad city was consider for finding out the opinions of respondents.

CHAPTER SCHEME Chapter 1 It deals with introduction, objectives of the study, hypothesis, scope of study, limitation, review of literature and chapter scheme.
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 Chapter 2 It deals with research, research methodology, research design, source of data, data collection method and chapter scheme Chapter 3 It deals with company profile Chapter 4 It includes data analysis through interpretation of various tables and charts Chapter 5 It deals with findings, suggestions and conclusion.

CHAPTER 2

RESEARCH METHODOLOGY

RESEARCH Research means search for facts in order to find answers to certain questions or to find solutions to certain problems. It is often referred to as scientific inquiry or scientific investigation into a specific problem or situation. This is because the search for facts should be made by scientific method rather than by arbitrary method. The scientific method uses systematic rational approach to search for facts, whereas, the arbitrary method attempts to find answers to questions on the basis of imagination and ones own beliefs and judgments. William C. Emory in his book Business Research Methods defines research as any organized inquiry designed and carried out to provide information for solving a problem. METHODOLOGY In simple terms methodology can be defined as, it is used to give a clear cut idea on what the researcher is carrying out his or her research. In order to plan in a right point of time and to advance the research work methodology makes the right platform to the researcher to mapping out the research work in relevance to make solid plans.

More over methodology guides the researcher to involve and to be active in his or her particular field of enquiry. Most of the situations the aim of the research and the research

topic wont be same at all time it varies from its objectives and flow of the research but by adopting a suitable methodology this can be achieved.

Right from selecting the topic and carrying out till recommendations research methodology drives the researcher in the right track. The entire research plan is based on the concept of right methodology.

More over through methodology the external environment constitutes the research by giving a depth idea on setting the right research objective, followed by literature point of view, based on that chosen analysis through interviews or questionnaires findings will be obtained and finally concluded message by this research.

On the other hand from the methodology the internal environment constitutes by understanding and identifying the right type of research, strategy, philosophy, time horizon, approaches, followed by right procedures and techniques based on his or her research work. In other hand the research methodology acts as the nerve center because the entire research is bounded by it and to perform a good research work, the internal and external environment has to follow the right methodology process.

RESEARCH METHODOLOGY

Research methodology is a set of various methods to be followed to find out various information regarding market strata of different products. Research methodology required in every industry for acquiring knowledge of their products.

RESEARCH DESIG

A research design is purely and simply the frame work or plan for a study that guides in the collection and analysis of the data. There are three types of research designs, they are Exploratory research design Descriptive research design Casual or experimental research design Since this study attempts to describe the demographic, economic and psychographic features of the respondents, it is a descriptive research.

Descriptive research design Descriptive research is one that concerned with describing the characteristics of a particular individual, or of a group. The descriptive study is typically concerned with determining frequency with which something occurs or how two variables vary together. Here the problems are defined and the solutions are provided.

SOURCES OF DATA There are two types of data namely primary data and secondary data.

Primary data Primary data refers to those data that are collected newly and they are not used earlier. The researcher has to gather the primary data freshly for the specific study undertaken by him.

The primary data can be collected by three methods namely observation method, experimentation method and survey method. Survey research is the systematic gathering of data from respondents through questionnaires.

Secondary data The secondary data refers to those data which were gathered for some other purpose and are already available in the firms internal records and commercial trade or government publications.

DATA COLLECTION METHOD The primary data required for this study is collected through schedules. This schedule method is also like the collection of data through questionnaires, with little difference which lies in the fast that questions are being filled in by the enumerators according to the replies of the respondents for the questions. QUALITATIVE TOOLS: Qualitative research is aimed at gaining a deep understanding of a specific organization or event, rather than surface description of a large sample of a population. It aims to provide an explicit rendering of the structure, order, and broad patterns found among a group of participants. It is also called ethno methodology or field research. It generates data about human groups in social settings. Qualitative research does not introduce treatments or manipulate variables, or impose the researcher's operational definitions of variables on the participants. Rather, it lets the meaning emerge from the participants. It is more flexible in that it can adjust to the
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setting. Concepts, data collection tools, and data collection methods can be adjusted as the research progresses. Qualitative research aims to get a better understanding through firsthand experience, truthful reporting, and quotations of actual conversations. It aims to understand how the participants derive meaning from their surroundings, and how their meaning influences their behavior. Qualitative research uses observation as the data collection method. Observation is the selection and recording of behaviors of people in their environment. Observation is useful for generating in-depth descriptions of organizations or events, for obtaining information that is otherwise inaccessible, and for conducting research when other methods are inadequate. Observation is used extensively in studies by psychologists, anthropologists, sociologists, and program evaluators. Direct observation reduces distortion between the observer and what is observed that can be produced by an instrument (e.g., questionnaire). It occurs in a natural setting, not a laboratory or controlled experiment. The context or background of behavior is included in observations of both people and their environment. And it can be used with inarticulate subjects, such as children or others unwilling to express themselves. In my project I have make use of qualitative tools like average, means, standard deviation and chi test.

CHAPTER 3 PROFILE OF THE MAHINDRA BOLERO

Mahindra & Mahindra Limited launched the second generation Bolero in March 2007. The all new sports-utility vehicle (SUV) comes with refreshed looks and style. The exteriors and interiors of the latest Bolero have been designed in way that will find appeal with the younger generation of car buyers in India. The automobile sports a host of new features, which perfectly Suit the needs of Indian consumers. An off-road SUV, it delivers uncompromising fuel efficiency and commendable performance on city roads as well. Get a sneak peek at whats new in the tough new Bolero. Get the lowdown on how it makes your drive a never before experience.

Engine New Mahindra Bolero is powered by 2523cc Turbo Charged DI (Direct Injection) diesel engine,Which generates a power of 63.2 PS @ 3200 rpm and 18.4 kg m of torque @ 1440-1500 rpm. The 2.5L engine is much more refined than its previous model. The good, low-end torque of Bolero allows a smooth ride on gradients and bumpy roads.

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Design and Comfort Mahindra Bolero flaunts a new, sleek front grille and muscular bumper that accentuate the appearance of its fascia. The rear side appears more sophisticated, with curved clear lens taillights. Adding to the appeal of the exteriors is the well-contoured door handles. Ergonomics in the cabin of the all-new Bolero have been reworked to suit the present-day consumer's desire. Its plush bucket seats offer a greater degree of comfort to the occupants. Discover the ergonomic drivers seat, the arm rest in the middle row or the multi-directional AC louvers. There are little touches everywhere to make your drive less of a drive and more of a pleasant journey.

Interiors Mahindra Bolero sports a trendy dashboard and instrument cluster. The efficiency of the air conditioning system has also been improved. The audio system is integrated on the instrument panel in such a way that the controls are within easy reach of the driver. The new Mahindra Bolero comes packed with many utility spaces. There are small storage areas for various passenger needs, which are neatly tucked away in the space-efficient central console.

Ride and Handling New Mahindra Bolero comes equipped with an advanced NGT 520 transmission, along with synchromesh gears, which allow smooth gearshifts. The automobile's front suspension is built to withstand tough road conditions, while giving its occupants utmost comfort. A combination of disc and drum brakes is used in the SUV, which facilitates

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smooth braking on all road conditions. The wide radial tyres of Bolero ensure better road grip, safety and improved handling.

Safety Mahindra Bolero comes equipped with anti-roll bars that help the vehicle hold to the ground even on the tightest bends. Its braking system prevents the locking of wheels on slippery roads. The new SUV also has a long wheelbase, which provides greater stability to the automobile. The Other safety features of Mahindra Bolero include central locking and seat belt/door open Warning. Style: The Bolero is built solidly but that didnt stop us from enhancing the sense of security. So we put in anti-roll bars to help hug the ground even on the tightest bends, brakes that prevent wheel locking and a seat belt/door open warning system. From the aggressive grille ornament to the muscular front fascia, low stance fender extensions, clear lens headlamps and stand out wheel arches there's a lot you can discover in the new Bolero. All at a dealer near you. Convenience: Find space for magazines or maps, slots for bottles or cans, a surprisingly large glove box to swallow anything you throw into it. Theres even a 12V charging point along with a mobile holder. So the only thing you have to think about is your destination.

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Performance: The high power and high torque give the Bolero great load carrying capabilities especially over inclines. The synchromesh gears make gear shifts and even city driving a cinch. And the unique Mahindra DI engine gives you uncompromising fuel economy too.

Variants, Price and Color The eight variants of new Mahindra Bolero are SLX, DX, DI, XLS, XL, Sports, Invader and Camper. The SUV is available in five colors, including Apple Red, Fiery Black, Diamond White, Rocky Beige and Turf Green. The latest version of Mahindra Bolero is priced between Rs 4.60 lakh and Rs 5.61 lakh.

BOLERO OVERVIEW: Introduction of Bolero Model Take on anything starting now with the new Mahindra Bolero. Any road that calls itself tough had better watch out. The new Mahindra Bolero comes loaded with new features in style, comfort and convenience. To let you dominate whatever you encounter on the road.

DISCOVER THE TOUGH NEW BOLERO. Here's a sports utility vehicle that brings you brand new style with tried and tested performance. A mid size SUV packed with. New comforts and conveniences. Choose from five models, to fit your needs or to underline your style. And own a driving experience that puts you firmly in command.

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BOLERO SLX The Bolero SLX is the top-of-the-heap model. It has almost every feature on the new features list. From the new trim on the front grille to the low stance fender or the clear lens headlamps.

BOLERO SLE For style the Bolero SLE matches the SLX in every aspect except one where it scores over its high-end counterpart - sporty decals. In fact this is the only model with decals on it. BOLERO DI The spirit of the tough new Bolero without the frills is the best description for the Bolero DI. The style, the aggression, the authority is all there minus the creature comforts and conveniences. The spirit of the tough new Bolero without the frills is the best description for the Bolero DI. The style, the aggression, the authority is all there minus the creature comforts and conveniences. BOLERO DI Plus Like its higher-end brothers, the Plus too has most of the style features found on the SLX list. And if you care for more comforts and conveniences on the inside then all you have to do is choose the power steering option.

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BOLERO VLX The new Bolero VLX comes built-in with extraordinary power, thanks to the new steroid pumping 97 HP (71.5 KW) CRDe engine. This Bolero variant comes equipped with all you would expect from India's No.1 SUV brand and much more. The noise-reducing, refined NVH package clearly tells everything outside to 'shut up'. The Voice Assist System will make you want to listen to this brute, once in a while. The sturdy suspension makes taking on any terrain a Breeze, while enhanced braking system makes sure you stay on the road.

STORY OF MAHINDRA & MAHINDRA AUTOMOTIVE: Mahindra & Mahindra (M&M) was established in 1945 as Mahindra & Mohammed. Later on, after the partition of India, one of the partners - Ghulam Mohammad - returned to Pakistan, where he became Finance Minister. As a result, the company was renamed to Mahindra & Mahindra in 1948. M&M started its operation as a manufacturer of general-purpose utility vehicles. It assembled CKD jeeps in 1949. Over the passing years, the company expanded its business and started manufacturing light commercial vehicles (LCVs) and agricultural tractors. Apart from agricultural tractors and LCVs, Mahindra & Mahindra also showed its dexterity in manufacturing army vehicles. Soon, it started its operations abroad, through its plants set up in China, the United Kingdom and the USA. M&M partnered with companies prominent in the international market, including Renault SA, International Truck and Engine Corporation, USA, in order to mark its global

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presence. M&M also started exporting its products to several countries across the world. Subsequently, it set up its branches including Mahindra Europe Srl (based in Italy), Mahindra USA Inc., Mahindra South Africa and Mahindra (China) Tractor Co. Ltd. At the same time, M&M managed to be the largest manufacturer of tractors in India, by holding leadership in the market of the country, for around 25 years. The company is an old hand in designing, developing, manufacturing and marketing tractors as well as farm implements. It made its entry to the passenger car segment in India, with the manufacture of Logan (mid-size sedan) in April 2007, under the Mahindra Renault collaboration. Soon after the consider able success of Logan, M&M started launching a wide range of LCVs and three wheelers as well as SUVs including Scorpio and Bolero. In the present time, Bolero has gained immense popularity in India. It is one of the most opted vehicles in its class.

MILSTONE, AWARDS AND ACCOLADES: M&Ms 61st year was studded with a number of noteworthy achievements, prestigious prizes and glittering awards. DUAL HONOURS FOR CHAIRMAN MR. KESHUB MAHINDRA Chairman, Mr. Keshub Mahindra Was awarded the Business Visionary Award 2006 instituted by the National Institute of Industrial Engineering (NITIE), Mumbai. Chairman, and Mr. Keshub Mahindra was also awarded the prestigious IBS Kolkata Lifetime Achievement Award for his unparalleled contribution to industrial growth and social and economic development of the community.

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The Institute of Chartered Financial Analysts of Indias (ICFAI) India Business School (IBS) presented it, Kolkata, at the Strategy Summit 2007, held in Kolkata.

SLEW OF HONOURS FOR MR. ANAND MAHINDRA Mr. Anand Mahindra, VC & MD, Mahindra Group, received a number of prestigious awards in 2006-07, including: The prestigious CNBC Asia Business Leader of the Year Award for the Year 2006 as well as the CNBC TV India Business Leader of the Year Award. The CEO of the Year award at the India Brand Summit 2006 co-sponsored by Business Standard and ITM Business School in association with Times Now and DNA newspaper. The LMA Entrepreneur of the Year 2006 award, instituted by the Ludhiana Management Association (LMA). The Most Inspiring Corporate Leader of the Year Award by NDTV Profit .The NDTV Profit Car & Bike Award 2007 for Automobile Man of the Year. Mr. Anand Mahindra was also nominated as a Member of the Council of the Executive Committee of the National Sports Development Fund (NSDF) of the Govt. of India. He was featured in the list of 50 Most Influential Indians in Business Weeks edition dated August 13, 2007

HIGHEST CRISIL RATING FOR M&M M&M has received the highest Governance & Value Creation rating, CRISIL GVC Level I from CRISIL for the ability to create value for all stakeholders, while adopting sound corporate governance practices.

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DUN & BRADSTREET AMERICAN EXPRESS CORPORATE AWARDS 2006 Mahindra & Mahindra was rated as the leading Indian company in the Automobile Tractors sector in the Dun & Bradstreet American Express Corporate Awards 2006. The Automobile Sector comprises of three categories Passenger Vehicles, Commercial Vehicles and Tractors. These awards recognize the virtues of size and growth in the awards methodology. M&M ranked No. 1 in these two segments in the premier Dun & Bradstreet India publication, Indias Top 500 Companies 2006.

MAHINDRA RECEIVES AMITY HR EXCELLENCE AWARD Mahindra & Mahindra was honored with the Amity HR Excellence Award at the Fourth Amity Global HR Summit 2007 held at the Amity International Business School, Noida. The Amity HR Excellence Award recognized Mahindra as one the most admired companies across the global on account of its innovative strategies for Human Resources Management and Development.

GLOBAL HR EXCELLENCE AWARD FOR M&M Mahindra & Mahindra won the Global HR Excellence Award for Innovative HR practices (Manufacturing Sector), in the Asia Pacific HRM Congress, held in Mumbai. These awards recognize organizations and individuals who have embraced change, encouraged constructive challenges and demonstrated entrepreneurial skills in the corporate world.

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BEST AUTOMOTIVE MANUFACTURING SUPPLY CHAIN EXCELLENCE AWARD Mahindra & Mahindra has been awarded as the organization with the Best Automotive Manufacturing Supply Chain Excellence. The awards were presented by India Times Mindscape (Times of India Group) along with the Business India Group at the Express, Logistics & Supply Chain Awards held in Mumbai on September 28, 2007. A. C. Neilson is accredited with the research for the award nominees and winners.

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CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

1. TABLE SHOWING GENDER OF THE RESPONDENTS

GENDER MALE FEMALE TOTAL

Frequency 37 13 50

Percent 74% 26% 100%

CHART SHOWING GENDER OF THE RESPONDENTS:

Gender of the respondent

26%

MALE 74% FEMALE

Interpretation: The male respondents in the following data are 74% and remaining respondents are female i.e. 26%. Hence male respondents are higher than female respondents.
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2. TABLE SHOWING CUSTOMER OPINIONS TOWARDS FUEL CONSUMPTION. Fuel consumption Extremely Satisfied Satisfied Dissatisfied Total Frequency 13 21 16 50 Percent 26% 42% 32% 100%

CHART SHOWING CUSTOMER OPINIONS TOWARDS FUEL CONSUMPTION.

Fuel consumption
32% 26% Extremely Satisfied Satisfied 42% Dissatisfied

Interpretation: Among 100% of the respondents 42% of the respondents approached were satisfied with the fuel consumption of the Bolero. Followed by 26% was extremely satisfied, and rest of the 32% is more dissatisfied with fuel consumption of Bolero.

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3. TABLE SHOWING CUSTOMER OPINIONS TOWARD SAFETY AND COMFORT. Safety and comfort Extremely Satisfied Satisfied Dissatisfied Total Frequency 13 22 15 50 Percent 26% 44% 30% 100%

CHART SHOWING CUSTOMER OPINIONS TOWARD SAFETY AND COMFORT.

Safety and comfort

30%

26% Extremely Satisfied Satisfied 44% Dissatisfied

Interpretation: Among100% of the respondents 44% of the respondents approached were satisfied with the safety and comfort feature of the Bolero. Followed by 26% was extremely satisfied and rest of the 30% was dissatisfied with safety and comfort feature of Bolero.

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4. TABLE SHOWING CUSTOMER OPINIONS TOWARD DESIGN. Design Extremely Satisfied Satisfied Dissatisfied Total Frequency 18 26 06 50 Percent 36% 52% 12% 100%

CHART SHOWING CUSTOMER OPINIONS TOWARD DESIGN.

Design
12% 36% Extremely Satisfied Satisfied 52% Dissatisfied

Interpretation: Among 100% of respondents 52% of the respondents approached were satisfied with the Design of the Bolero. 36% were more satisfied and 12% are dissatisfied with the design of the Bolero.

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5. TABLE SHOWING CUSTOMER OPINIONS TOWARD SPACE AVAILABILITY IN MAHINDRA BOLERO. Space availability Extremely Satisfied Satisfied Dissatisfied Total Frequency 17 24 9 50 Percent 34% 48% 18% 100%

CHART SHOWING CUSTOMER OPINIONS TOWARD SPACE AVAILABILITY IN MAHINDRA BOLERO:

Space availability
18%

34% Extremely Satisfied Satisfied

48%

Dissatisfied

Interpretation: The sample drawn on the probability basis shows that out of 100% of respondents 48% of the respondents approached were satisfied with the space availability of the Bolero. 34% were more satisfied and dissatisfied and 18% are dissatisfied with the space availability of the Bolero.
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TABLE SHOWING CUSTOMER SATISFACTIONS TOWARD MAINTENANCE OF MAHINDRA BOLERO Maintenance Frequency Percent Extremely Satisfied Satisfied Dissatisfied Total 18 25 07 50 36% 50% 14% 100%

6.

CHART SHOWING CUSTOMER SATISFACTIONS TOWARD MAINTENANCE OF MAHINDRA BOLERO:

Maintenance
14% 36% Extremely Satisfied Satisfied 50% Dissatisfied

Interpretation: The sample drawn on the probability basis shows that out of 100% of respondents 50% of the respondents approached were satisfied with the maintenance of the Bolero. 36% were extremely satisfied and 14% are dissatisfied with the maintenance.
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7. TABLE SHOWING INTERIOR QUALITY OF THE MAHINDRA BOLERO Interior quality Extremely Satisfied Satisfied Dissatisfied Total Frequency 20 17 13 50 Percent 40% 34% 26% 100%

CHARTSHOWING INTERIOR QUALITY OF THE MAHINDRA BOLERO

Interior quality

26%

40% Extremely Satisfied Satisfied

34%

Dissatisfied

Interpretation: The sample drawn on the probability basis shows that out of 100% of respondents 34% of the respondents approached were satisfied with the interior quality of the Bolero. 40% were extremely satisfied and 26% are dissatisfied with the interior quality.

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8. TABLE SHOWING SOUND SYSTEM QUALITY OF THE MAHINDRA BOLERO Sound system quality Extremely Satisfied Satisfied Dissatisfied Total Frequency 15 18 17 50 Percent 30% 36% 34% 100%

CHART SHOWING SOUND SYSTEM QUALITY OF THE MAHINDRA BOLERO

Sound system quality

34%

30% Extremely Satisfied Satisfied 36% Dissatisfied

Interpretation: The sample drawn on the probability basis shows that out of 100% of respondents 36% of the respondents approached were satisfied with the sound quality of the Bolero. 30% were extremely satisfied and 34% are dissatisfied with the sound system quality.

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9. TABLE SHOWING AFTER SALE SERVICE OF MAHINDRA BOLERO: After sale service Extremely Satisfied Satisfied Dissatisfied Total Frequency 16 18 16 50 Percent 32% 36% 32% 100%

CHART SHOWING AFTER SALE SERVICE OF MAHINDRA BOLERO:

After sale service

32%

32% Extremely Satisfied Satisfied 36% Dissatisfied

Interpretation: The sample drawn on the probability basis shows that out of 100% of respondents 36% of the respondents approached were satisfied with the after sale service of the Bolero. 32% were extremely satisfied and 32% are dissatisfied with the after sale service.

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10. TABLE SHOWING MILEGE OF MAHINDRA BOLERO: Milege Extremely Satisfied Satisfied Dissatisfied Total Frequency 21 19 10 50 Percent 42% 38% 20% 100%

CHART SHOWING AFTER SALE SERVICE OF MAHINDRA BOLERO:

Mileage
20% 42% Extremely Satisfied Satisfied 38% Dissatisfied

Interpretation: The sample drawn on the probability basis shows that out of 100% of respondents 38% of the respondents approached were satisfied with the Mileage of the Bolero. 42% were extremely satisfied and 20% are dissatisfied with the mileage.

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NULL HYPOTHETICS (Ho): THERE IS NO ASSOCIATION BETWEEN GENDER AND LEVEL OF SATISFACTION

ACTUAL FREQUENCY

Count of level Row Labels female male Grand Total

Column Labels higher lower 1 4 4 5 6 medium 12 28 40 Grand Total 13 37 50

EXPECTED FREQUENCY Count of level Row Labels female male Grand Total Column Labels higher 1.04 2.96 4 lower 1.56 4.44 6 medium 10.4 29.6 40 Grand Total 13 37 50

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30 25 20 15 10 5 1 0 female higher lower medium male 4 5 12

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Interpretation: Above table indicate that out of 50 respondents 13 are female 37 are male. Out of 13 female 1 is low satisfied and remaining 12 are medium satisfied. And from 37 of male respondents 4 area high satisfy 5 are low satisfy and remaining 28 are medium satisfied. I have applied chi test for the project my value is 0.81299. My null hypothetic (Ho) shows that there is association between gender and level of satisfaction. Means my alternative hypothetic is rejected. There is a association between gender and level of satisfaction.

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CHAPTER 5 RESULTS AND DISCUSSION

FINDINGS Based on the data gathered by administrating schedules to customers the following observations are made. Mahindra Bolero has excellent percentage of customer satisfaction according to the data shown in table 1 of the data analysis and Interpretation topic. Most of the people are satisfied with its low maintenance cost and after sales service provided by Mahindra Bolero. Based on the fuel consumption, most of the people are satisfied with it. Based on Safety and Comfort, Design, Space, Maintenance most of the people are satisfied with it. Large numbers of Bolero user are aware of its power steering. If we took the satisfaction level of people toward Bolero, it becomes good. Its features and style satisfy most of the people. Employees are completely strongly satisfied with their job although their salary is good enough. Employees are getting value to their work. There is negatively comparison between peers especially regarding targets they often feel overworked.

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RECOMMENDATION Mahindra Company has to implement good customer relationship management strategy that enhances customer satisfaction level. The company can for the undertake R&D to improve the existing feature which field help increase in the customer satisfaction. The company should promote about the entire feature offered by it. 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. To increase the job satisfaction level of the employees the company should concentrate mainly on the incentive and reward structure rather than the motivational session. Ideal employees should concentrate on their job. Educational qualification can be the factor of not an effective job. Company should give promotion to those employees who deserve it.

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CONCLUSION Mahindra Bolero has a very good market share in the state of Dombivli for the SUV segment. The company is offering good services, which is reflected on the satisfaction of the customer. Majority of the customer are satisfied with the design of the vehicle. Company provided good facility of employees for his job Mahindra Limited offers an environment for professional growth for every employee. Mahindra offer foreign tour for who employee and dealer achieved targets. Young leader can take decision and implementation of new ideas.

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BIBLIOGRAPHY Magazine: 1. Business today 2. Todays world

Newspaper: 1. Economic times 2. Times of India

www.mahindra&mahindra.com www.mahindrabolero.com www.google.com www.indiaindustry.com

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ANNEXURE

QUESTIONNAIRE Respected sir / madam I am student of Model College, conducting survey on A study of level of customer satisfaction of Mahindra Bolero in Dombivli City. All the data will be kept confidential and will be used just for analysis of the project. I request you to tick the option which in your opinion believes to be true.

Customers Name: 1. Gender of the respondents a. Male b. Female 2) Are you satisfy with the fuel consumption of BOLERO? a. Extremely Satisfied b. Satisfied c. Dissatisfied

3) Are you satisfied with the Safety and Comfort of BOLERO? a. Extremely Satisfied b. Satisfied c. Dissatisfied
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4) Are you satisfied with the Design? a. Extremely Satisfied b. Satisfied c. Dissatisfied

5) Are you satisfied with space available in BOLERO? a. Extremely Satisfied b. Satisfied c. Dissatisfied

6) Are you satisfied with Maintenance cost? a. Extremely Satisfied b. Satisfied c. Dissatisfied 7) Are you satisfied with the interior quality? a) Extremely Satisfied b) Satisfied c) Dissatisfied 8) Are you satisfied with the Sound system quality? a) Extremely Satisfied b) Satisfied c) Dissatisfied

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9) Are you satisfied with the after sale service? a) Extremely Satisfied b) Satisfied c) Dissatisfied 10) Are you satisfied with mileage? a) Extremely Satisfied b) Satisfied c) Dissatisfied

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