A SUMMER TRAINING PROJECT ON CUSTOMERS SATISFACTION DONE FROM SCOOTERS INDIA LTD by Akash Singh from united institute of management naini allahabad.

1. A SUMMER TRAINING PROJECT
ON
CUSTOMERS SATISFACTION
DONE FROM
SCOOTERS INDIA LTD.
SUBMITTED TO: SUBMITTED BY:
Mr. Prakash Kundnani Akash Singh
Roll No.: 09
Sec- c

2.  COMPANY PROFILE
 OBJECTIVE OF STUDY
 RESEARCH METHEDOLOGY
 DATA COLLECTION METHOD
 SAMPLE SIZE AND SAMPLE DESIGN
 STATISTICAL TOOL
 DATAANALYSIS
 FINDINGS
 CONCLUSIONS
 SUGGESTION

3.  Scooters India Limited is a government enterprise and started operation with the production of
“LAMBRETTA/ LAMBRO” scooters.
 Incorporated in 1972, Scooters India Limited is an ISO 9001:2000 Company, situated at 16 Km mile
stone, South-west of Lucknow, the capital of Uttar Pradesh on NH No 25 and is well connected by
road, rail and air.
 Shri R. SREENIVASULU is the Chairman and Managing director of Scooter India Ltd Lucknow.
 It is a totally integrated automobile plant, engaged in designing, developing, manufacturing and
marketing a broad spectrum of conventional and non–conventional fuel driven 3–wheelers.
 In 1975, company started its commercial production of scooters under the brand name of Vijai
Super for domestic market and Lambretta for the overseas market.
 In 1997 introduced three wheelers under the brand name of VIKRAM/LAMBRO.
 In 1997, strategically, the company discontinued its two–wheeler production and concentrated only
on manufacturing and marketing of three–wheelers.

4.  These products are designed for local transportation. Vikram EV is an electrical three wheeler.
Scooters India Ltd was incorporated on September 7, 1992.
 It has autos powered by LPG and Battery also.

5.  1. To identify the customer satisfaction level towards the performance of three wheelers.
 2. To identify the factors which influence consumer decision making process?
 3. To identify possible area of improvement in three wheelers.
 4. To identify the competitive position of various brands of three wheelers in
 Customers mind

6.  The purpose of methodology is to describe the process involved in research work. This includes the
overall research design, data collection method, the field survey and the analysis of data.
Research Objective:
 To find the satisfaction amongst the customers of Scooters India Ltd.
 Research Design:
 Detailed and structured questionnaire was designed.
 Survey a sample of 100 respondent.
 The methodology developed was Primary and Secondary research.
 The questionnaire was designed to get information from customers about their satisfaction and
overall opinion about Scooters India Ltd.

7. .
Sources of Data:
 Primary data:
 Secondary data:
Field of Survey:
 The field work for the survey was conducted in Lucknow. The exercise involved face to face interview
with the customers.
Analysis:
 The important factors and data’s collected were sequentially analyzed and graphed.
Limitations of the Study:
 The sample size is only 100 so the sample may not be truly representative of the Lucknow population.

8.  PRIMARY DATA:
The primary data source has been collected through questionnaire by personally interviewing each
respondent on a number of queries structured in a questionnaire.
EXAMPLE: Questionnaire
 SECONDARY DATA:
This data has been collected for another purpose.
Secondary data was collected from following sources are:
Websites
Books

9.  The sample size consists of 100 units which are the most logical and unbiased response.
 In statistical surveys, when sub populations within an overall population vary, it is advantageous to
sample each subpopulation independently.
 The users of three wheelers segment were divided into 4major subgroups , are :
Vikram load carrier (SIL)
Bajaj Auto (Maxima C)
JSA Auto
Piaggio (Ape)

10.  COLUMN DIAGRAMS:-
A column chart is a graphic representation of data. Column charts display vertical bars going across
the chart horizontally, with the values axis being displayed on the left side of the chart.
 PIE DIAGRAMS:-
The pie diagram presented in a circle dividing the chart in different components according to the need
of the distinctive data. The slices of the circles are also noted with the name and their percentage
share in the total circle of 360 degree.

11. Q1.
53
28
19
% of wehicals
Passengers
Load carrier
EV
For passengers most of the customers, ratio of the load carriers and EV.
Which types of three wheeler do you have ? Respondents using different types.

12. Q2. Since how long do you own three wheelers?
It is observed that mostly the customers are having new three wheelers. This is because the
customers attracted new models of three wheelers and base of earning and do not prefer
old wheeler because it takes more money for their maintenance.
46
33
12
9
Customers
0-2 yrs
2-5 yrs
5-7 yrs
7- Above

13.  Q.3-What will be your next vehicle?
27
43
18
12
0
5
10
15
20
25
30
35
40
45
50
Customer
JSA
Vikram
Bajaj
Piaggio
As per the analysis 43% people preferred to buy Vikram.

14.  The major reason for Vikram load carrier user to prefer it was the price of the vehicle being much lower
than others, specially, than that to JSA and Bajaj.
 Most of the respondents of Vikram load carrier are not satisfied with the services offered by the company;
however they prefer local spare parts as they are cheap and easily available in the market.
 Maximum of the respondents find Vikram load carrier as a good machine which is more economical with a
good mileage, low maintenance and spare parts are easily available in interior of the city as well.
 About 40 % of the respondents were old user of the vehicle surveyed and rest was the new users.
 Majority of the respondent find Bajaj and JSA are vikram’s main competitors, although JSA and Bajaj
vehicles has a bigger load capacity.
 The major finding of the analysis is that the user would prefer diesel engine vehicle over CNG and can even
switch over the business, this is due to cost, mileage and availability of CNG which is not readily available

15.  Most of the EV & VIKRAM are purchased by young generation to 25 years because they prefer high
mileage and rest of the models of Vikram and EV.
 Vikram is considered to be most fuel-efficient three wheeler on Indian road.
 Service & Spare parts of Vikram are easily available throughout India in local markets also.
 While buying a three wheeler, economy is the main consideration in form of maintenance cost, fuel
efficiency.
 Majority of the respondent had bought their three wheeler more than 2 years.

16.  Vikram should introduce some more models having more engine power.
 Vikram should think about fuel efficiency in case of upper segment three wheeler.
 More service centers should be opened for their Customers.
 Maintenance cost and the availability of the spare parts should also be given due importance.
 They also introduce some good finance/discount schemes for lower economy persons.
 The price should be economic.

17. Bibliography
 Kotler, Philip (1999) “Marketing Management” Millennium
Edition, Prentice Hall, New York.
 Kothari, C (2005) “Research Methodology” New age publisher,
New Delhi.
Magazines
 Business Today and India Today
Webliography:
 www.scootersindia.com
 www.balajiforce.com
 http://www.piaggio.co.in
 http://www.mahindra.com
 http://www.atulauto.co.in

18. THANK YOU…