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A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
A project report on  to study the customers satisfaction towards mrf tyres at bagalkot
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A project report on to study the customers satisfaction towards mrf tyres at bagalkot

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A project report on to study the customers satisfaction towards mrf tyres at bagalkot

A project report on to study the customers satisfaction towards mrf tyres at bagalkot

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  • 1. CHAPTER I
  • 2. To study the Customers Satisfaction towards MRF Tyres INTRODUCTIONBabasabpatilfreepptmba.com 2
  • 3. To study the Customers Satisfaction towards MRF Tyres INTRODUCTIONThe main object of every organization is to earn more profit, to achieve this object theorganization should increase its sales by getting more customer and the only way to get morecustomer is that the organization should provide expected satisfaction to the customers.Here the word customer satisfaction means “the utility which customer expect from the product”and when a customer get expected utilities it is called as customer satisfaction.MRF manufactures the largest range of tyres in India and enjoys the highest brand preference forsuperior quality, company manufactures the largest range of tyres in India and is the marketleader with the largest market share it tyre industry.Since 1984 MRF tyres has consistently been chosen as oem fitment by almost every major carmanufacturer in India apart from tyres MRF also manufacturer conveyor belts, pretreads andadvanced polyurethane paints.Here every customer of MRF is getting satisfaction and it may analyzed by the followinginformation • MRF own No. 1 award for customer satisfaction by J.D Power Asia pacific for 2001&2002 • It is also created good brand name in other countries also, and it is the first Indian company to export tyres to the US, the very birthplace of tyre technology. It is the first company in India to manufacture and market Nylon tyres passenger tyres commercially.Babasabpatilfreepptmba.com 3
  • 4. To study the Customers Satisfaction towards MRF Tyres • MRF is providing huge number of products to the customer as per the requirement and need. • They provide more warranties to the customers and it will shows that the company has confident on its product.So as per the above information it found that the customer satisfaction towards MRF tyres isgoodBabasabpatilfreepptmba.com 4
  • 5. To study the Customers Satisfaction towards MRF Tyres STATEMENT OF THE PROBLEMS:Profit earning has become one of the important objectives of each and every company. It is very easy to attract new customers but retaining old customer is too difficulty onlythe satisfied customer will remain loyal to the firm brands. A person enters a showroom when he wants to purchase tyres, but before purchasingtyres he consults so many persons about tyre. Like about price, quality, service etc, and then hemake decision to purchase. If he finds any problem with tyres, he may change his positive attitude into negativeattitude towards tyres given by the showroom. Considering, all above points, I have decided “To study the Customers Satisfactiontowards MRF Tyres in Bagalkot”.Babasabpatilfreepptmba.com 5
  • 6. To study the Customers Satisfaction towards MRF Tyres OBJECTIVES OF THE STUDY: A customer is not dependent on us we are dependent on customer , this statement is basisthing for every firm or service sector. Objectives are: 1. To know the customer satisfaction towards MRF tyres in Bagalkot city. 2. To know the attributes which creates customer satisfaction among MRF tyre users in Bagalkot . 3. To know the satisfaction level of the customer with the MRF tyres. 4. To know valuable suggestion form the customer.Babasabpatilfreepptmba.com 6
  • 7. To study the Customers Satisfaction towards MRF Tyres SCOPE & LIMITATIONSSCOPE: The study is purely based on the survey conducted in Bagalkot city and has focused oncustomers. The study covers the information about the mind set which may varies from situation& where the respondents may not be able to give required and accurate information.LIMITATIONS:1. Due to respondents busy schedules, the interests shown by respondents to answer the questionnaire may be less. This may have resulted in collecting inaccurate information.2. Due to time and cost constraint the sample size selected is 100.3. The selected sample size is small as compared to the total number of customers. Hence the obtained result may not be accurate as it may not represent the whole population.4. The project is open for further improvement of the work.Babasabpatilfreepptmba.com 7
  • 8. To study the Customers Satisfaction towards MRF Tyres CHAPTER IIBabasabpatilfreepptmba.com 8
  • 9. To study the Customers Satisfaction towards MRF Tyres Literature Review Customer satisfactionIn a competitive marketplace where businesses compete for customers, customer satisfaction isseen as a key differentiator and increasingly has become a key element of business strategy. Measuring customer satisfactionOrganizations are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful theorganization is at providing products and/or services to the marketplace.Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of thestate of satisfaction will vary from person to person and product/service to product/service. Thestate of satisfaction depends on a number of both psychological and physical variables whichcorrelate with satisfaction behaviors such as return and recommend rate. The level of satisfactioncan also vary depending on other options the customer may have and other products againstwhich the customer can compare the organizations products.Because satisfaction is basically a psychological state, care should be taken in the effort ofquantitative measurement, although a large quantity of research in this area has recently beendeveloped. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined tenQuality Values which influence satisfaction behavior, further expanded by Berry in 2002 andknown as the ten domains of satisfaction. These ten domains of satisfaction include: Quality,Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork,Front line Service Behaviors, Commitment to the Customer and Innovation. These factors areemphasized for continuous improvement and organizational change measurement and are mostoften utilized to develop the architecture for satisfaction measurement as an integrated model.Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 providesthe basis for the measurement of customer satisfaction with a service by using the gap betweenthe customers expectation of performance and their perceived experience of performance. Thisprovides the measurer with a satisfaction "gap" which is objective and quantitative in nature.Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory ofcombining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures(perception and expectation of performance) into a single measurement of performanceaccording to expectation. According to Garbrand, customer satisfaction equals perception ofperformance divided by expectation of performance.The usual measures of customer satisfaction involve a survey with a set of statements using aLikert Technique or scale. The customer is asked to evaluate each statement and in term of theirperception and expectation of performance of the organization being measured.Babasabpatilfreepptmba.com 9
  • 10. To study the Customers Satisfaction towards MRF Tyres Improving Customer SatisfactionPublished standards exist to help organizations develop their current levels of customersatisfaction. The International Customer Service Institute (TICSI) has released TheInternational Customer Service Standard (TICSS). TICSS enables organizations to focus theirattention on delivering excellence in the management of customer service, whilst at the sametime providing recognition of success through a 3rd Party registration scheme. TICSS focuses anorganization’s attention on delivering increased customer satisfaction by helping the organizationthrough a Service Quality Model.TICSS Service Quality Model uses the 5 Ps - Policy, Processes, and People, Premises,Product/Services, as well as performance measurement. The implementation of a customerservice standard should lead to higher levels of customer satisfaction, which in turn influencescustomer retention and customer loyalty.Babasabpatilfreepptmba.com 10
  • 11. To study the Customers Satisfaction towards MRF Tyres INDUSTRY PROFILEBabasabpatilfreepptmba.com 11
  • 12. To study the Customers Satisfaction towards MRF Tyres INTRODUCTION OF MRF COMPANY 1946 - A year to remember… India was on the threshold of independence.A young entrepreneur, K.M. Mammen Mappillai, opened a small manufacturing unit whereballoons, latex cast squeaking toys and industrial gloves were manufactured… little did herealize then that the company he started would grow to become the no.1 tyre manufacturer inIndia.MRF established its first office in 1949 at Chennai, Tamil Nadu, and India. The company beganas a manufacturer of toy balloons and other rubber products and then later on moved tomanufacture tyres in 1961.Today MRF is into a league of its own with: MRF manufactures the largest range of tyres in India and enjoys the highest brandpreference for superior quality, company manufactures the largest range of tyres in India and isthe market leader with the largest market share it tyre industry.Since 1984 MRF tyres has consistently been chosen as oem fitment by almost every major carmanufacturer in India apart from tyres MRF also manufacturer conveyor belts, pretreads andadvanced polyurethane paintsThe milestones achieved while being such a progressive and vibrant company, is also recognizedby the corporate world through a number of awards like.Voted as one of the Indian most admired marketing companies by A & M leading advertisingand marketing and marketing journal.No. 1 award for customer satisfaction by J.D Power Asia pacific for 2001&2002Most ethical company in India by business world, a leading business magazine.Babasabpatilfreepptmba.com 12
  • 13. To study the Customers Satisfaction towards MRF Tyres Industry ReviewIndian Tyre Industry to Register a Growth of 9-10% in the Next 5 Years The Indian Tyre Industry produced 736 lakh units of tyres (11 lakh tones) garnering Rs.19000 crores in FY07. MRF Ltd. was the market leader (22% market share) followed closely byApollo Tyres Ltd. (21%). The other major players were JK Tyre & Industries (18%) and CeatLtd.(13%). The Indian tyre industry is characterized by its raw material intensity (raw materialcosts account for approximately 70% of operating income), capital intensity, and cyclicality,fierce competition among the top players, low bargaining power and resulting low margins. Thetop players are now focusing on branding their products and strengthening their distributionnetwork so as to increase their market share. The industry derives its demand from the automobile Industry. While OEM market offtake is dependent on the new vehicle sales, replacement market demand depends on the totalpopulation of vehicles on road, road conditions, vehicle scrapping rules, overloading norms fortrucks, average life of tyres and prevalence of tyre retreading. The main category of tyres produced in the country is that of Truck & Bus tyres. Thesetyres accounted for 57% of the total tyre tonnage production in FY07 followed by LCV tyreswhich accounted for 9% of the total tyre tonnage production. Approximately 53% of the totaltyre tonnage off take was by the replacement market, 31% by OEM and 15% by the exportmarket in FY07. The industry tonnage production registered a 5 year CAGR of 9.69% betweenFY 02-07. The largest category of Truck & Bus tyres recorded a 5 year CAGR of 7.85% (slowerBabasabpatilfreepptmba.com 13
  • 14. To study the Customers Satisfaction towards MRF Tyresthan the industry) while Light Commercial Vehicle (LCV), motorcycle and car tyre categoriesgrew at 15%, 16% and 14% respectively (faster than the industry). Off the road (OTR) tyrecategory (customized tyres) which fetch a higher margin compared to other tyre categories, is thefastest growing category. The OTR tyre category has registered a 5 year CAGR of over 20% in the last five years.Most of the top players are increasing their capacity for the production of OTR tyres so as toimprove their product mix, this being a high margin product. The exports from the country clocked a CAGR of 13% in unit terms and 18% in valueterms in the period FY 02-07. Most of these tyres that are exported are of cross ply design. Withradicalization catching up in some of these markets, the Indian manufacturers will need tograduate to production and export of radial tyres so as to protect their share in the export market.Radicalization of tyres is still minimal in India. Only the car tyre market has moved to radial tyres (95%) but in all other categories,cross ply tyres are still preferred. Poor road conditions, overloading in trucks, higher cost ofradial tyres and poor awareness of the tyre users are the main reasons for the non transition of thedomestic market to radial tyres. However, going ahead radicalization in truck & bus tyres mayincrease due to government’s focus on infrastructure development.Babasabpatilfreepptmba.com 14
  • 15. To study the Customers Satisfaction towards MRF TyresCARE Research projects the Indian Tyre Industry to register a growth of 9-10% in the next five yearsThe Indian Tyre Industry produced 736 lakh units of tyres (11 lakh tones) garnering Rs. 19,000crores in FY 07. MRF Ltd. was the market leader (22% market share) followed closely byApollo Tyres Ltd. (21%). The other major players were JK Tyre & Industries Ltd (18%) andCeat Ltd. (13%). The industry tonnage production registered a 5 year CAGR of 9.69% betweenFY 02-07¬.Truck & Bus tyre category (accounting for 57% of the tonnage production) recorded a 5 yearCAGR of 7.85% (a rate slower than that of the industry) while Light Commercial Vehicle(LCV), Motorcycle and Car tyre categories grew at 15%, 16% and 14% respectively (at ratesfaster than that of the industry). Off the road (OTR) tyres (customized tyres which fetch a highermargin compared to other tyres) category is growing at a fast pace. The OTR tyre categoryregistered a 5 year CAGR of over 20% in the last five years. Most of the top players areincreasing their capacity for the production of OTR tyres so as to improve their product mix, fore.g. CEAT Ltd. is increasing its OTR capacity at its Nasik plant from 60,000 to 1,00,000 tyres byend 2008, JK Tyre & Industries is expanding its OTR capacity from 25,000 tyres to 42,000 tyresby end 2008, even smaller player like Falcon tyres is making its foray into the OTR category.The exports from the country clocked a CAGR of 13% in unit terms and 18% in value terms inthe period FY 02¬07. Most of these tyres that are exported are of cross ply design. Withradicalization catching up in some of these markets, the manufacturers will need to graduate toradial tyres so as to protect their share in the export market. Radicalization of tyres is stillminimal in India. Only the car tyre market has moved to radial tyres (95%) but in all othercategories cross ply tyres are still preferred. Poor road conditions, overloading in trucks, higherinitial cost of radial tyres and poor awareness levels in tyre users are the main reasons for the nontransition of the domestic market to radial tyres. However, going ahead, radicalization in truck &bus tyres may increase due to government’s focus on infrastructure development.CARE Research expects the tyre industry to register a tonnage growth of 9¬10% in the next fiveyears (FY 07¬12). The truck & bus and LCV tyre category are expected to register a CAGR of8% and 14% respectively (FY 07¬12).Babasabpatilfreepptmba.com 15
  • 16. To study the Customers Satisfaction towards MRF Tyres MARKET PLAYERSIndian % International %MRF 22.00% Michelin 20.01%Apollo 20.00% Brighestone 18.04%JK Tyres 19.00% Goodyear 16.09%Ceat 16.00%Birla 7.00%Goodyear 6.00% Birla TyresRegistered Office Shivam Chambers 53, Syed Amir Ali Avenue, Kolkata, West Bengal-700019.Phone +91-33-22814516Primary Industry Tyre ManufacturersTotal Employees 30Business SummaryBirla Tyres entered the Indian tyre market in 1991. The manufacturing facilities are locatedat Balasore in Orissa. In ten years of operation, it has scaled new heights of productivity.The initial capacity of 1 million tyres per annum has since been enhanced to 1.5 million tyresper annum. The new millennium saw it roll out high performance Steel Belted Car and L.C.V.Babasabpatilfreepptmba.com 16
  • 17. To study the Customers Satisfaction towards MRF Tyresradials, using state-of-the-art machines with the latest technology from the world famousPirelli of Italy. The continuous quest for excellence saw the Birla Tyres team add manyfeathers to its cap. It has received ISO 9001, ISO 14000 and QS 9000 certification.Publicly traded NoContact PersonsName Phone Email +91-33-22814516 ho@birlatyre.comExecutive TeamExecutive Name Designation PhoneCompany Website http://www.birlatyre.com/ Jk Tyre & Industries Ltd. - Company Profile. Company Profile: Jk Tyre & Industries Ltd. Ticker: 530007 Exchanges: BOM 2007 Sales: 27,652,000,000 Major Industry: Chemicals Sub Industry: Rubber & Tire Mfrs. Country: INDIA Employees:Business DescriptionJk Tyre & Industries Ltd. Formerly known as J.K.Industries Limited. The Groups principal activity is todesign, develop, manufacture and market of conventional and radial tyres, tubes and flaps. It manufacturestruck and bus radials, steel radials for cars, LCV, trucks and bus. Its radial brands of the Group includeUltimo and Rally. APOLLO TYRES LIMITEDApollo Tyres Limited is the premier tyre manufacturing company in India. In truck tyres it has more than 30% marketshare. The brand XT7 became the largest selling truck tyre in the country. The vision of the company is to be a leaderin the Indian tyre industry and a significant global player.Quick Facts Country India Industry Tyre manufacturing Listings & its codes NSE: APOLLOTYRE; BSE: 500877Babasabpatilfreepptmba.com 17
  • 18. To study the Customers Satisfaction towards MRF TyresHead Office 7 Institutional Area, Sector-32 Gurgaon Haryana - 122001, India Tel.: +(91)-(124)-2383002 to 18Registered Office 6th Floor, Cherupushpam Bldg. Shanmugham Road, Cochin-682031 (Kerala) Tel.: +(91)-(484)-2381902, 2381903, 2380720Website www.apollotyres.comBridgestoneThe Bridgestone Group (the parent company Bridgestone Corporation and its consolidated subsidiaries)constitutes the worlds largest manufacturer of tires and rubber products. The parent company wasestablished in 1931 in the small town of Kurume on the island of Kyushu in Japan. Today, the BridgestoneGroup has manufacturing bases in 25 countries and sells products in over 150 countries worldwide. Tiresaccounted for about 80% of consolidated sales in 2006, with the remainder made up of a varied range ofindustrial and consumer products, together with bicycles and other sporting goods. Headquarters 1-10-1 Kyobashi, Chuo-ku, Tokyo 104-8340 JAPAN Telephone +81-3-3567-0111 Stock Code - TSE Stock Price - TSE 5108 President Shoshi Arakawa Sector Opthomology Industries Industrial & Manufacturing Established 1931 Listed 1961 Homepage www.bridgestone.co.jp/english/Babasabpatilfreepptmba.com 18
  • 19. To study the Customers Satisfaction towards MRF Tyres Market drivers: India• Robust growth rate in all vehicular segments over last 5 years• Improved capacity utilization by all major manufacturers(>80%)• Decrease in custom and excise duties to nullify increase in rawMaterial costs and increases OPM• Low labour cost : partially offset by low productivity• Improved credit profile and loan serviceability Market challenges: India• The Radicalization challenge- Radial vs. Cross ply TyresGlobal average- 65% India -2%Why use Radial tyres?Positives NegativesLonger life -100,000 kms Comparatively Higher CostBetter fuel efficiency – 5 to 8% marginally poorer overloadingLower aspect ratio- Better control• Other challenges –Poor roadsMisperception that they are unsuited for IndiaDifficulty to integrate in old vehiclesLack of radial manufacturing capabilities Scope and challenges• Industry poised for a very good growth rate• More J.V’s with world market leaders- better technicalKnow-how and quality• Growth in automobile sector – cumulative effect onTyre industry• Increasing trend in capacity utilization – better outputBabasabpatilfreepptmba.com 19
  • 20. To study the Customers Satisfaction towards MRF Tyres• New and uncharted territories as export markets.• Increasing productivity – both labour and machinery• Competition from other developing markets• Increasing raw material costs – will effect OPM MRF LTD. "Tyres with Muscle" MRF Ltd. is the first Indian company to export tyres to the US, the very birthplace of tyretechnology. It is the first company in India to manufacture and market Nylon tyres passengertyres commercially. In 2004, the companys turnover crossed INR 30 billion mark. The companywas given the title of most ethical company by Business World magazine after a surveyconducted in 1999.Quick FactsFounder K. M. Mammen MappillaiCountry IndiaYear of Establishment 1946 as a toy factoryIndustry Tyre ManufacturingListings & its codes NSE: MRF; BSE: 500290Registered Office 124, Greams Road Chennai - 600 006 India Tel.: +(91)-(44)-28292777 Fax: +(91)-(44)-28291844/ 0562Website http://www.mrftyres.com/Related Website http://www.mrf-exports.com/ (MRF Exports)Babasabpatilfreepptmba.com 20
  • 21. To study the Customers Satisfaction towards MRF TyresSegment and Brands • Truck / Bus Tyres • Light Commercial, Jeep & Utility Vehicle Tyres • Passenger Cars Tyres • Off the road tyres • Two-Wheelers Tyres MRF Ltd:A LEADING PLAYER IN THE TYRE MANUFACTURING INDUSTRYMRF Limited is engaged in the manufacturing, distributionAnd sale of an extensive range of superior quality tyres forVarious kinds of vehicles.The company’s operations relate to manufacture of rubber products, such as tyres, tubes, flaps,tread rubberAnd conveyor belt, as well as specialty coatings for a variety of applications. MRF has sixproduction facilities in India and around 80 sales offices. From its humble origins in 1946, thecompany has come long way to become the market leader in the tyre manufacturing industry.MRF exports its products to over 75 countriesWorldwide. Today, global tyre manufacturers have to plan and adapt to changes in customerDemand, fluctuations in raw material prices and availability, while keeping pace with timelinesfor shipments; in the face of increasing competition in the global marketplace.Babasabpatilfreepptmba.com 21
  • 22. To study the Customers Satisfaction towards MRF Tyres MRF ranked 12th by Crain CommunicationMRF, India’s largest tyre-maker, has moved up the pecking order. According to the latest reportof Tire Business, published by Crain Communications of the US, MRF’s rank has improved to12th during 2000 from 13th during 1999.The special report titled, "2001 Global Tyre Company Ranking", covered 72 tyre companiesacross the world. Commenting on the improved ranking of MRF, executive director(marketing), Philip Eapen told ET, "It clearly shows the intrinsic strength of MRF, brand equityand its ability to protect bottom-line.He said that MRF is retaining its position as number one tyre company in India for the lastseveral years. Its improved global ranking comes at a time when the automotive industry isfacing a tough market with tremendous pressure on margins.At the global level, Bridgestone Corporation was ranked number one by Tire Business, closelyfollowed by Michelin. Among other major Indian players, J K Industries was ranked 17thagainst 16th in 1999 while Apollo Tyres moved up the ladder from 21 to 18 in 2000. Ceat waspositioned at 20 last year against 19 in 1999.Eapen said MRF has emerged as the sole supplier of truck tyres to Volvo. While it is the largestsupplier of radial car tyres (40 per cent share) to Telco’s Indica with a monthly supply of 10,000tyres.MRF was originally started as a small manufacturing unit of balloons, latex cast squeaking toysand industrial gloves. It was only in the year 1961 that the company started manufacturing tyres.Today, MRF has 6 manufacturing plants in India located in Tiruvottiyur and Arakonam in TamilNadu, Kottayam in Kerala, Ponda in Goa, Medak in Andhra Pradesh, and one in the UnionTerritory of Pondicherry. It has a distribution network of more than 2,500 outlets in the countryand exports tyres in over 75 countries globally. The company established its first office in 1949Babasabpatilfreepptmba.com 22
  • 23. To study the Customers Satisfaction towards MRF Tyresat Chennai, Tamil Nadu. It has overseas offices in United Arab Emirates, Bangladesh andVietnam.MRF manufactures the largest range of tyres in India and it has the highest brand preference. Itmakes tyres for heavy duty truck, bus, light truck, passenger car to motor sports, rally cars, offthe road earth movers, two and three wheelers, farm service and military service. It is the marketleader and has 26 per cent share in the Rs 19,00000 million Indian tyre industry.Funskool India is a joint venture between MRF and Hasbro Inc., USA, the world`s largest toycompany. Funskool`s Goa plant has been making its own moulds for a number of its products,the most popular of which are Pipsqueaks, a range of low priced baby toys. MRF collaboratedwith PIRELLI to manufacture Conveyor Belting. The MRF Conveyor Belt plant in Arkonam,Tamil Nadu, with an annual capacity of 3000 tonnes, is the most modern belting plant in India.The company also has a paints and coating subsidiary. It manufactures speciality coatings forwide range of applications like Metalcoat, Woodcoat Glasscoat etc. MRF made a foray inretreading as far back as 1970. MRF Pretreads is the most advanced Precured Retreading systemin India. MRF made a foray in retreading as far back as 1970. In the MRF Pretreads system, thetread rubber is precured from MRF`s factory. It also has the specialised expertise required forretreading Radial Tyres. The company is an original equipment supplier (OES) of radial tyres toTata Indica, Hyundai Elantra, Ford Fiesta and many other cars. Volvo also sources most of itstyres from MRF for its Indian operations.Babasabpatilfreepptmba.com 23
  • 24. To study the Customers Satisfaction towards MRF TyresFinancialsThe Company swung to loss for the quarter ended December 2008. During the quarter, thecompany reported loss of Rs 383 million compared with a profit of Rs 517.50 million in thesame quarter last year. Net sales for the quarter rose 17% to Rs 13,519.70 million, while totalincome for the quarter rose 16.81% to Rs 13,560.30 million, when compared with the prior yearperiod. It reported loss of Rs 90.32 a share during the quarter compared with earnings of Rs122.03 a share in previous year period.Babasabpatilfreepptmba.com 24
  • 25. To study the Customers Satisfaction towards MRF Tyres PRODUCT CATEGORY IN TWO WHEELER SEGMENTBabasabpatilfreepptmba.com 25
  • 26. To study the Customers Satisfaction towards MRF TyresBabasabpatilfreepptmba.com 26
  • 27. To study the Customers Satisfaction towards MRF TyresBabasabpatilfreepptmba.com 27
  • 28. To study the Customers Satisfaction towards MRF TyresBabasabpatilfreepptmba.com 28
  • 29. To study the Customers Satisfaction towards MRF TyresBabasabpatilfreepptmba.com 29
  • 30. To study the Customers Satisfaction towards MRF TyresBabasabpatilfreepptmba.com 30
  • 31. To study the Customers Satisfaction towards MRF TyresBabasabpatilfreepptmba.com 31
  • 32. To study the Customers Satisfaction towards MRF TyresBabasabpatilfreepptmba.com 32
  • 33. To study the Customers Satisfaction towards MRF TyresAwards and Achievements:In 2000, MRF launched smile campaign on Indianroads. MAJOR MILESTONES OF MRF COMPANY The company has stood Himalayan height in the tyre industry. It grabbed all most all prestigious awards in the key areas like production, customer satisfaction, exports and many more.Babasabpatilfreepptmba.com 33
  • 34. To study the Customers Satisfaction towards MRF Tyres MRF: A tough brand An enterprise that started as a toy ballon maker in 1946 in South India quickly grew tobecome one of India’s biggest and respected companies. Renowned for product superiority andinnovation, MRF continues to be the leading tyre maker in India.MRF crossed the INR 3 bn mark and also became the No 1 tyre company in India. MRF legendthe premium nylon car tyre was introduced.The MRF pace foundation was set up with international pace bowler, Dennis Lilli as its director.Not long thereafter, pace bowlers trained at the foundation were selected for the Indian cricketteam. In the year 1989, MRF was the clear market leader in every tyre segment. Once again inrecognition of excellence, MRF was awarded the Vishweshwarayya award for the Best businesshouse in India.MRF collaborated with Hasbro Intl USA, the world’s largest toy makers, and launched funskoolin India. Company also entered into collaboration with Vapocure, Australia to manufacturepolyurethane paint formulations and with Pirelli muscleflex, conveyor, and elevator belting.MRF also opened the MRF tyredrome, India’s first tyre company owned wheel care complex atMadras.MRF brought the 6th world cup boxing championship to Mumbai the first of its kind- with 39countries participating. In 1993 & 1995 the company was voted by the far eastern economicreview as one of the ten leading corporate groups in India and a leader in Asia. During the sametime MRF was selected as one of India’s most admired marketing companies by the readers ofthe A&M magazine.The company’s turn over crossed INR 15 bn in the year 1995.In 2000, MRF launched smilecampaign on Indian roads. It also launched ZVTS tyres for passenger cars in 2000.MRF wins JD power award in 2003 & 2004. So far it has taken 6 JD awards.IN the year 2004, MRF’s turnover crossed INR 30 bn mark. In 2005, MRF wins the it’s thirdAPRC rally. In 2006, MRF’s turnover crossed the 5000 crore mark.Babasabpatilfreepptmba.com 34
  • 35. To study the Customers Satisfaction towards MRF Tyres COMPANY PROFILEBabasabpatilfreepptmba.com 35
  • 36. To study the Customers Satisfaction towards MRF Tyres INTRODUCTION OF D.D. TYRESEstablishment: On Feb 7th 2006, the D.D. Tyres authorized dealer for MRF tyres. It wasinaugurated by Shri Charantimath Prabhu Swamiji & Asst District Manager Mr. Paul Alplar,regional office, Belgaum. MRF company follows the corporate identity for the establishment ofshowrooms across the country.Corporate Identity:It means the company has its policy in respect of land, building, paints & timing of showroom.It considers the following factors while starting a showroom as per the Corporate Identity. i) Location: Every commercial phenomena needs a good location. It up lifts the business process. D.D.Tyres situated in a main road and it is connected to a bus stand. ii) Building: For customer attraction a well planned infrastructure is essential. It has 500 sq. ft area of show room. As well as 200 sq feet for gowdown, which is connected with show room. iii) Machinery: To install the tyres in proper way it has different machines like .., a) Tyre Fermant machine b) Air Compressor c) Wheel alignment tooling machine iv) Labours: The labours are the base for any organization. And in Bagalkot, there is no problem for required labours for this business. D.D.Tyres has sufficient and skilled workers. Key Competitors: Newly established Appollo Tyres Show rooms and other local brandedtyre showrooms. But these have not any significant effect on show room activities.Babasabpatilfreepptmba.com 36
  • 37. To study the Customers Satisfaction towards MRF TyresSPECIFICATIONS OF CORPORATE IDENTITY 1) Showroom must be situated in a place which should have easy connectivity. 2) Show room must have the length of 500 sq.ft. 3) Frontage of 20 feet connected with gowdon of minimum 200 sq.ft. 4) Display of racks, inside & outside showroom colour, display boards, tiles, reception table, as per the company specifications. 5) Showroom should have automotive tyre fitment machine which must be placed in the showroom visible to the customers. 6) Company decides monthly sales target, on the basis of population and number of vehicles. Target goes on renewing and dealer must compulsorily achieve the target. 7) Company has regional offices, so as to fulfill the needs of a dealer. It also has employed, technical supervisor, sales supervisors. DUTIES OF TECHNICAL SUPERVISION: 1) To look after the dealers problems. 2) To facilitate any changes in price of a tyre any improvements, and to inform the new tyres which are going to introduce in the market. 3) Technical Supervisor is a qualified technical person who actually completed engineering and got training regarding tyres and tubes specifications. 4) One regional office covers 4 districts. Bagalkot comes under regional office of Belgaum.Babasabpatilfreepptmba.com 37
  • 38. To study the Customers Satisfaction towards MRF Tyres 5) Company usually replaces tyres if tyres are found to have minimum of 5% manufacturing defects.DUTIES OF SALES SUPERVISOR: 1) Twice in a month he visits the dealer. 2) Collects information about the customer. 3) Visiting each and every customers and informing them about quality and price of tyres. 4) He helps the dealer to increase the sales and works with them to achieve the monthly targets. DEPARTMENT OF D.D.TYRES, BAGALKOT To provide better service DD TYRES has made 3 sections. They are as follows. 1) Sales Section 2) Accountant 3) Service station SALES SECTION To achieve increased sales DD TYRES has separate sales section. It provides the quotations and all information regarding the tyres to the customers. Sales section plays significance role in achieving targets by. It has to provide all information regarding sales to regional sales supervisor. ACCOUNT SECTION It collects all information of transaction and records in systematic manner. It maintains different account books for different tasks. It also maintains ledgers and regular balance sheets.Babasabpatilfreepptmba.com 38
  • 39. To study the Customers Satisfaction towards MRF Tyres SERVICE SECTION This department provides quality service to customers. It fits the tyres in right position with the help of tyre fitment machine. And it replaces the defective tyres if the tyres found to be 5% defectives and provides tyre remolding facility to customers in a less price. FUNCTIONS OF THE SHOW ROOM I) Customer Visit: Customer care supervisor attends the customer and gives information regarding : a) Model b) Size c) Price d) Quality e) Other information about tyres. II) Complaint of tyres: Complaints are taken from the customer recorded in the dockets like serial number, name of customer, contact number, date of purchase and purchase bill.Babasabpatilfreepptmba.com 39
  • 40. To study the Customers Satisfaction towards MRF Tyres III) If any car radial tyres purchased from the showrooms, then the tyres will be fitted in the showroom with the help of automate tyre changer. IV) Dealer has to pay from his own pocket for any promotional activities undertaken by him. V) It collects information regarding to tyre users and sends it to regional office.Babasabpatilfreepptmba.com 40
  • 41. To study the Customers Satisfaction towards MRF TyresDISRTIBUTION CHANNEL: The company has vertical marketing system. Thestructure of the marketing system .Babasabpatilfreepptmba.com 41
  • 42. To study the Customers Satisfaction towards MRF Tyres It involves the distribution of tyres and tubes purchased from the company. Theshowroom makes the purchase of tubes and tyres. For the Belgaum regional office, anddistributes tyres and tubes to the customer through the show room. The D.D. Show room stands at the Dealers stage in the network of distribution. Itperforms the operations according to the policies of the company.Babasabpatilfreepptmba.com 42
  • 43. To study the Customers Satisfaction towards MRF TyresType of tyres 2006-07 2007-08 2008-09*Truck / Buses 22 46 60Light Commercial 8 16 28VehiclesJeep/trekker/Trax 4 6 10Car BIAS ply 4 - -Car radials 24 48 70Motorcycle(Light 90 150 225motorcycles)Moped 5 12 15Scooter 4 10 15Auto & Vikram 32 80 150Tractor rear 2 4 6Tractor front 4 10 20Tractor trailor 2 2 2Babasabpatilfreepptmba.com 43
  • 44. To study the Customers Satisfaction towards MRF TyresBabasabpatilfreepptmba.com 44
  • 45. To study the Customers Satisfaction towards MRF TyresBabasabpatilfreepptmba.com 45
  • 46. To study the Customers Satisfaction towards MRF TyresBabasabpatilfreepptmba.com 46
  • 47. To study the Customers Satisfaction towards MRF Tyres RESEARCH METHODOLOGY To achieve the stated objective a survey was conducted at Bagalkot city regardingcustomer “satisfaction towards MRF Tyres” provided by D.D.Tyres show room Bagalkot. Primary Data: Primary data is collected by the random sampling method. Here we have randomlyinterviewed 50 customers through Questionnaire and personal interview and collected theprimary data. Secondary Data: These are generally published sources which have been collected originally for someother purpose, they are not gathered specially to achieve the objectives of the particular researchproject hands but already assembled. Survey Techniques: Once the researcher has decided to use survey method for collecting data he has tomake a decision to adopt any one of the following survey techniques. 1. personal interview 2. telephone survey 3. mail surveyBabasabpatilfreepptmba.com 47
  • 48. To study the Customers Satisfaction towards MRF Tyres Questionnaire It is the most commonly used instrument in collecting primary data. A questionnaireconsisting of set of questions presented to a respondent for his/her answer. The questionnaire isvery flexible in the sense that there are many ways to ask questions. Data Collection: Method used to collect data for the study was through survey. Survey is a systematiccollection of information directly from the respondents; survey was through personal interviewwhich involves collection of data through face to face communication with the help ofquestionnaire. Method of Sampling: Bagalkot city has a huge population and each person’s opinion cannot be collected. Sothe respondents were chosen randomly in Bagalkot city. Sample Size: Sample size for the study consisted of 50 persons residing in Bagalkot city. Among themonly some of them responded and others rejected to respond as they were not interested. Sample Unit: Customer of D.D.Tyre showroom and owners of vehicles in Bagalkot City.Babasabpatilfreepptmba.com 48
  • 49. To study the Customers Satisfaction towards MRF Tyres CHAPTER IIIBabasabpatilfreepptmba.com 49
  • 50. To study the Customers Satisfaction towards MRF Tyres DATA ANALYSIS AND INTERPRETATIONBabasabpatilfreepptmba.com 50
  • 51. To study the Customers Satisfaction towards MRF Tyres DATA ANALYSIS AND INTERPRETATIONData Analysis: I have conducted marketing survey on 50 customer to analysis their satisfaction level, forthis purpose I have prepared a questionnaire to collect the information from them. Among these50 customers, only some of them responded as per that now we will see the analysis of thecollected data. 1. The following tables shows the factors which motivated the customer to purchase the “MRF TYERS”Babasabpatilfreepptmba.com 51
  • 52. To study the Customers Satisfaction towards MRF Tyres FACTORS CUSTOMERS Friends 8 Brand Image 9 Advertisement 9 Relatives 8 Self-decision 16 Total 50Babasabpatilfreepptmba.com 52
  • 53. To study the Customers Satisfaction towards MRF Tyres 0.35 0.3 0.25 0.2 Series2 0.15 31% Series1 0.1 19% 21% 16% 13% 0.05 0 0 t s es RS e n en nd ag sio Se ativ O m ie Im ci CT se Fr l de Re d rti FA an lf- ve Br AdInterpretation:The above table & graph shows that: A. 16 customers have purchased MRF Tyres by there own decision. B. 8 customers have purchased MRF Tyres by there Friends recommendation. C. 9 customers have purchased MRF Tyres by its Brand Image. D. 9 customers have purchased MRF Tyres on the basis of Advertisement. E. 8 customers have purchased MRF Tyres on there Relatives recommendation.Babasabpatilfreepptmba.com 53
  • 54. To study the Customers Satisfaction towards MRF Tyres 2. The following tables shows the level of satisfaction of customer need/purpose of purchasing “MRF TYRES” Fully Satisfied 23 Satisfied 17 Dissatisfied 7 Fully dissatisfied 3 Total 50 Fully dissatisfied 7% Dissatisfied 13% Fully Satisfied Fully Satisfied Satisfied 45% Dissatisfied Fully dissatisfied Satisfied 35%Interpretation:The above graph shows that:45 % of people are fully satisfied with the purchase of MRF tyres.35 % of people are just satisfied with the purchase of MRF tyres.13% of people are dissatisfied with the purchase of MRF tyres.7 % of people are fully satisfied with the purchase of MRF tyres.3. As compare to other tyres the “MRF TYRES” are rated as below. A) Price of TyresBabasabpatilfreepptmba.com 54
  • 55. To study the Customers Satisfaction towards MRF Tyres Strongly Satisfied 15 Satisfied 16 Not Satisfied 10 Fully Not Satisfied 9 Total 50Interpretation:30 % of customers are strongly satisfied with the price of MRF tyres.35 % of customers are satisfied with the price of MRF tyres.21 % of customers are not satisfied with the price of MRF tyres.14 % of customers are fully not satisfied with the price of MRF tyres. B) Quality Of Tyres: Strongly Satisfied 23 Satisfied 15 Not Satisfied 8 Fully Not Satisfied 4 Total 50Interpretation:45 % of customers are strongly satisfied with quality of the tyres.30 % of customers are satisfied with quality of the tyres16 % of customers are not satisfied with quality of the tyres9 % of customers are fully not satisfied with quality of the tyres. C) Durability of Tyres Strongly Satisfied 23 Satisfied 16 Not Satisfied 7 Fully Not Satisfied 4 Total 50 Interpretation:45% of customers are strongly satisfied with durability of tyres32%of customers are satisfied with durability or tyres14%of customers are not satisfied with durability or tyresBabasabpatilfreepptmba.com 55
  • 56. To study the Customers Satisfaction towards MRF Tyres9%of customers are fully not satisfied with durability of tyres. D) Performance Of Tyres: Strongly Satisfied 21 Satisfied 17 Not Satisfied 7 Fully Not Satisfied 5 Total 50Interpretation: 42%of customers are strongly satisfied with performance of tyres 35% of customers are just satisfied with performance of tyres 14% of customers are not satisfied with performance of tyres 9% of customers are fully not satisfied with performance of tyres E) Mileage Of Tyres: Strongly Satisfied 24 Satisfied 15 Not Satisfied 7 Fully Not Satisfied 4 Total 50Interpretation: 48% of customers are strongly satisfied with the performance of tyres 30% of customers are only just satisfied with the performance of tyres 13% of customers are not satisfied with the performance of tyres 9% of customers are fully not satisfied with the performance of tyresBabasabpatilfreepptmba.com 56
  • 57. To study the Customers Satisfaction towards MRF Tyres5) The following tables show the customer opinion about “MRF TYRES”. Fully Satisfied 14 Satisfied 21 Not satisfied 8 Fully Not Satisfied 7 Total 50Babasabpatilfreepptmba.com 57
  • 58. To study the Customers Satisfaction towards MRF Tyres 100% 100% 90% 80% 70% 60% 50% 42% 40% 28% 30% 17% 20% 13% 10% 0% Fully Satisfied Not Fully Not Total Satisfied satisfied SatisfiedInterpretation: As per the above chart it shows the details: 28 % of customers are fully satisfied 42 % of customers are satisfied 17 % of customers are not satisfied 13 % of customers are fully not satisfied 6) The following table’s shows the behavior of the showroom people while taking quotations or purchasing the “MRF TYRES”. Very Friendly 17 Friendly 22 Not friendly 4 Don’t know 7 Total 50Babasabpatilfreepptmba.com 58
  • 59. To study the Customers Satisfaction towards MRF Tyres 120% 100% 100% 80% 60% 40% 44% 34% 20% 9% 13% 0% Very Friendly Not Don’t Total Friendly friendly knowInterpretation:34 % customer say that the behavior of showroom people while taking quotation or purchasing MRF tyres were very friendly.44 % customer says that the behavior of showroom people were friendly9 % customer says the behavior of showroom people not friendly13 % customer says the behavior of showroom people – don’t know7) The following table shows the customers opinion about service charges in show room. Very Reasonable 15 Reasonable 21 Costly 8 Very Costly 6 Total 50Babasabpatilfreepptmba.com 59
  • 60. To study the Customers Satisfaction towards MRF Tyres 120% 100% 100% 80% 60% Series1 42% 40% 30% 16% 12% 20% 0% e tly bl e ly bl l ta a os t on na os o C T s so C ea y er ea R V R y er VBabasabpatilfreepptmba.com 60
  • 61. To study the Customers Satisfaction towards MRF TyresInterpretation:30 % of customers said that service charges are very reasonable.42 % of customers said that service charges are reasonable.16 % of customers said that service charges are costly12 % of customers said that service charges are very costly8) The following tables show why customer prefers “MRF TYRES”. Quality 19 Price 12 Service 8 Durability 11 Total 50 Durability 22% Quality 38% Service 16% Price 24%Interpretation:38 % customers prefers the MRF tyres due to the good QualityBabasabpatilfreepptmba.com 61
  • 62. To study the Customers Satisfaction towards MRF Tyres24 % customers prefers the MRF tyres due to the reasonable price22 % customers prefers the MRF tyres due to its durability16 % customers prefers the MRF tyres due to its service9) The following tables shows the problems faced by customers while purchasing “MRFTYRES” Lack of Information 11 Non co-operation of show room people 4 Delay 8 No problem 17 Total 50 Lack of 54% 60% Information 50% Non co-operation of 40% show room people 30% 22% Delay 17% 20% 7% 10% No problem 0% 1Interpretation:22 % customer faced the problem due to lack of information07 % customer faced the problem due to non cooperation of show room people17 % customer faced the problem due to delayBabasabpatilfreepptmba.com 62
  • 63. To study the Customers Satisfaction towards MRF Tyres54 % customer faced no problem CHAPTER IVBabasabpatilfreepptmba.com 63
  • 64. To study the Customers Satisfaction towards MRF Tyres FINDINGS ⇒ 31% of customers have purchased on there own decision. They have decision on the basis of experience and some customers have taken after making comparison with other tyres. Hence it reveals that customers are satisfied with “MRF TYRES” ⇒ Majority of customers means 45% are satisfied with the fulfillment of their need/purpose. ⇒ Only 30% of customers are fully satisfied with price of the tyres about 21% are not satisfied and 14% of customers are fully not satisfied with the price. ⇒ About 45% of customers are fully satisfied,30% o f customers are only just satisfied and 16% are not satisfied with the quality. ⇒ About 45% of customers are satisfied with durability of tyres, and 14% are not satisfied with durability. ⇒ About 42% of customers are fully satisfied with the performance of the tyres, and only 14% are dissatisfied.Babasabpatilfreepptmba.com 64
  • 65. To study the Customers Satisfaction towards MRF Tyres ⇒ The customers are having a very good opinion about the MRF TYERES” about 28% are strongly satisfied with its performance, and only 17% are not satisfied with performance. ⇒ The customers are having very good opinion about the behavior of showroom people about 44% of customers are saying they are friendly and only 13% are don’t know. ⇒ The service charges are very reasonable in the view of about 43% of customers and about 11% of customers believe that the service charges are costly. ⇒ Majority of customers are fully satisfied with the “MRF TYRES”Babasabpatilfreepptmba.com 65
  • 66. To study the Customers Satisfaction towards MRF Tyres SUGGESTIONSSUGGESTIONS TO SHOWROOM: Ω Showroom must recruit well qualified and skilled labours that care about the customer. It will abolish the problem of unskilled and poor quality service. Ω Showroom employees and workers should maintain friendly relation with every customers. Ω Showroom should provide the remolding system to the existing customers. Ω Showroom should maintain tyres, tube, air compression machines etc,. which are needed to the customer at any time. Ω Always adopt the improvement of servicing system and keep the showroom in good conditions.Babasabpatilfreepptmba.com 66
  • 67. To study the Customers Satisfaction towards MRF Tyres SUGGESTIONS TO COMPANY: o The company should reduce the price of there products. o Improve the distribution network and make available the products in needed time of customers. o Company always keeps some prizes and gifts to attract the customers. o The products should advertised in the Regional TV channels and in leading newspaper must.Babasabpatilfreepptmba.com 67
  • 68. To study the Customers Satisfaction towards MRF Tyres CHAPTER VBabasabpatilfreepptmba.com 68
  • 69. To study the Customers Satisfaction towards MRF Tyres CONCLUSION According to the study I conclude that the MRF TYRES company satisfies the customerneed and the purpose, but only problem is with the service given to the customers by theshowroom. So, as per study in my opinion based on project I can say that MRF TYRES shouldthink about the service provided by showrooms in order to capture the maximum marketsegment. According to Bagalkot city the market is vast almost the whole district customers andother new people purchase the MRF Tyres because it is old brand running tyres in market.Almost people demands the MRF Tyres comparing to other company tyres. Company provide more advertisement and always keep customers need withdevelopment of MRF Tyres.Babasabpatilfreepptmba.com 69
  • 70. To study the Customers Satisfaction towards MRF Tyres “Customers Satisfaction towards MRF TYRES in Bagalkot city” QUESTIONNAIREDear Sir/Madam,(Please tick ( ) appropriate answer in the box / space)I. Customer Introduction: a. Name : _____________________________________________ b. Address : _____________________________________________ _____________________________________________ c. Occupation / Job: _____________________________________________II. Which factors motivated you to purchase “MRF TYRES”? A: Friends [ ] B: Brand Image [ ] C: Advertisement [ ] D: Relatives [ ] E: Self decision [ ] F: Others [ ]III. To what extent the “MRF TYRES” has satisfied your purpose / need? A: Fully Satisfied [ ] B: Satisfied [ ] C: Dissatisfied [ ] D: Fully Dissatisfied [ ]IV. As compare to other tyres how do you rate the following characteristics of your “MRF TYRES”Characteristics Excellent Very good Good AveragePriceQualityDurablePerformanceMileageBabasabpatilfreepptmba.com 70
  • 71. To study the Customers Satisfaction towards MRF TyresV: What is your opinion about “MRF TYRES”? A: Excellent [ ] B: Very Good [ ] C: Good [ ] D: Bad [ ]VI: what was the behavior of show room people while taking quotations or while Purchasing “MRF TYRES”? A: Very Friendly [ ] B: Friendly [ ] C: Not-Friendly [ ] D: Don’t Know [ ]VII: What is your opinion about “service charges” in the show room? A: Very Reasonable [ ] B: Reasonable [ ] C: Costly [ ] D: Very Costly [ ]VIII: Why did you prefer “MRF TYRE”? A: Quality [ ] B: Price [ ] C: Service [ ] D: Durability [ ]IX: What problems faced while purchasing “MRF TYRES”? A: Lack of information’s [ ] B: Non co-operations of show room peoples [ ] C: Delay [ ]Babasabpatilfreepptmba.com 71
  • 72. To study the Customers Satisfaction towards MRF Tyres D: No problem [ ]X: Give your valuable suggestions to improve “MRF TYRES”? A: __________________________________________________ B: __________________________________________________ C: __________________________________________________ ***************THANK YOU*************** BIBLIOGRAPHYTo complete this project I have referred the following books: I. MARKETING MANAGEMENT - PHILIP KOTLAR. II. MARKETING RESEARCH - TULL & HAWKINS III. WWW.MRFTYRESINDIA.COMBabasabpatilfreepptmba.com 72
  • 73. To study the Customers Satisfaction towards MRF TyresBabasabpatilfreepptmba.com 73

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