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Presentation On:
TRAINING PROJECT REPORT
Company Profile
PROJECT TOPIC
• Customer Satisfaction at Sonalika
International Tractors Limited carried in the
Marketing and Service Department at ITL.
INTRODUCTION TO CUSTOMER
SATISFACTION
• Customer satisfaction refers to how satisfied
customers are with the products or services they
receive from a particular agency. The level of
satisfaction is determined not only by the quality
and type of customer experience but also by the
customer’s expectations.
Objectives Of The Study
• To gather information about customer
satisfaction towards SONALIKA in the geographic
region of Hoshiarpur.
• To know the customer perception about features,
low maintenance cost and looks of SONALIKA.
• To know the customer satisfaction about the
safety and comfortable Vehicles of SONALIKA.
• To know the customer satisfaction towards the
after sales service offers by ITL and Dealer
• To study the different parameters influence the
customers in purchasing of the tractor
Scope of the study
• The scope of study is limited to the respondents are
selected from in and around villages of Hoshiarpur.
• The project is carried out for the period of 45 days
only.
• Measurement of customer satisfaction is complex
subjects, which uses non-objectives method, which is
not reliable.
• The sample unit was also 100 respondents
Research Methodology
• RESEARCH METHODS:
1.Exploratory Research Method : Primary Method
Secondary Method
2. Descriptive Research Method: Observational
Survey
 DETERMINATION THE SAMPLE PLAN AND SAMPLE SIZE:
1. TARGET POPULATION: Near by Villages of Hoshiarpur
2. SAMPLE SIZE: 100
Questionnaire
Close-ended questions :
• Dichotomous or two point Question
• Multiple Choice Question
• Scaled Question
DATA ANALYSIS AND
INTERPREATATION
 PURPOSE OF USING TRACTOR
80%
5%
15%
Agriculture
industrial
Loading/Unloading
MAIN CONSIDERATION WHILE PURCHASING TRACTOR
0%
5%
10%
15%
20%
25%
30%
35%
17%
34%
24% 25%
FACTORS BY WHICH SONALIKA TRACTOR’S IS DIFFERENT FROM OTHER
TRACTORS
6%
4%
24%
26%
39%
1%
price
promotional scheme
engine performance
technical advancement
after sale service
brand image
SATISFACTION LEVEL OF AFTER SALE SERVICE PROVIDED BY
COMPANY
99%
1%
Satisfaction Level
Yes
No
MAINTANENCE COST
28%
67%
5%
Maintanence Cost
Extremely Satisfied
Satisfied
Not Satisfied
SATISFACTION LEVEL ON FUEL
CONSUMPTION
2%
38%
45%
15%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Excellent Good Average Poor
12%
48%
35%
5%
0%
10%
20%
30%
40%
50%
60%
Excellent Good Average Poor
SAFETY FEATURES
COMFORT LEVEL
14%
49%
35%
2%
0%
10%
20%
30%
40%
50%
60%
Excellent Good Average Poor
Comfort Level
VECHILE DURABILITY
8%
39%
49%
4%
0%
10%
20%
30%
40%
50%
60%
Excellent Good Average Poor
HYDRAULIC LIFT
8%
32%
42%
18%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Excellent Good Average Poor
QUALITY OF SERVICE PROVIDED BY
DEALER
28%
57%
15%
Extremely Satisfied
Satisfied
Neutral
AVAILABILTY OF SPAPRE PARTS
52%
48%
Yes
No
DEVELOPMENT IN NEW MODEL
33%
30%
29%
8%
Gear System
Engine Efficiency
Accessories
Other
RECOMMEND SONALIKA TRACTOR TO
OTHERS
79%
21%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Yes No
FINDINGS
• Customers are not satisfied with the pricing policy
• Customers are enjoying the comfort and safety level and
low maintenance cost of tractors.
• The companies’ relationships with the customers are quite
good.
• Most of the customers feel that there is no brand image of
the company and that has impact on the success of the
company.
• Customers are satisfied to the resources and after sale
service provided by the company.
• Customers mainly consider after sale service and features of
the product before purchasing tractor.
• Customers mainly use the tractor for agriculture purpose.
• Customers will recommend the Sonalika’s tractors to other
people as well
SUGGESTIONS
• Many consumers felt that the price of Sonalika tractors in very high.
Therefore they suggested for a reduction in the price of Sonalika
tractors.
• Sonalika Company should adopt latest technologies for further
improvement of the fuel efficiency of its tractors.
• The users have complaint regarding after sale service of the dealers has
highly unsatisfactory, it is suggested that the company should advice
the dealers to render better after sale service to its customers.
• It has been suggested that to create awareness & popularize its tractors
Sonalika Company should go for frequent advertisements in magazines
newspapers, hoardings and T.V. advertisements for good brand image.
• The company should assure ready availability of spare parts through the
dealers.
• The price of spare parts is also expensive as compare to competitor’s
spare parts. Hence it is suggested that the company should provide
necessary spares at reasonable prices.
CONCLUSION
• From the analysis and interpretation, it is
concluded that most of the customers are
satisfied with the after sale service provided
by company and dealer.
Presented By:
Rajveer Kaur
1428730 (MBA)
Customer Satisfaction at Sonalika Tractors part 2

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Customer Satisfaction at Sonalika Tractors part 2

  • 3. PROJECT TOPIC • Customer Satisfaction at Sonalika International Tractors Limited carried in the Marketing and Service Department at ITL.
  • 4. INTRODUCTION TO CUSTOMER SATISFACTION • Customer satisfaction refers to how satisfied customers are with the products or services they receive from a particular agency. The level of satisfaction is determined not only by the quality and type of customer experience but also by the customer’s expectations.
  • 5. Objectives Of The Study • To gather information about customer satisfaction towards SONALIKA in the geographic region of Hoshiarpur. • To know the customer perception about features, low maintenance cost and looks of SONALIKA. • To know the customer satisfaction about the safety and comfortable Vehicles of SONALIKA. • To know the customer satisfaction towards the after sales service offers by ITL and Dealer • To study the different parameters influence the customers in purchasing of the tractor
  • 6. Scope of the study • The scope of study is limited to the respondents are selected from in and around villages of Hoshiarpur. • The project is carried out for the period of 45 days only. • Measurement of customer satisfaction is complex subjects, which uses non-objectives method, which is not reliable. • The sample unit was also 100 respondents
  • 7. Research Methodology • RESEARCH METHODS: 1.Exploratory Research Method : Primary Method Secondary Method 2. Descriptive Research Method: Observational Survey  DETERMINATION THE SAMPLE PLAN AND SAMPLE SIZE: 1. TARGET POPULATION: Near by Villages of Hoshiarpur 2. SAMPLE SIZE: 100
  • 8. Questionnaire Close-ended questions : • Dichotomous or two point Question • Multiple Choice Question • Scaled Question
  • 9. DATA ANALYSIS AND INTERPREATATION  PURPOSE OF USING TRACTOR 80% 5% 15% Agriculture industrial Loading/Unloading
  • 10. MAIN CONSIDERATION WHILE PURCHASING TRACTOR 0% 5% 10% 15% 20% 25% 30% 35% 17% 34% 24% 25%
  • 11. FACTORS BY WHICH SONALIKA TRACTOR’S IS DIFFERENT FROM OTHER TRACTORS 6% 4% 24% 26% 39% 1% price promotional scheme engine performance technical advancement after sale service brand image
  • 12. SATISFACTION LEVEL OF AFTER SALE SERVICE PROVIDED BY COMPANY 99% 1% Satisfaction Level Yes No
  • 13. MAINTANENCE COST 28% 67% 5% Maintanence Cost Extremely Satisfied Satisfied Not Satisfied
  • 14. SATISFACTION LEVEL ON FUEL CONSUMPTION 2% 38% 45% 15% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% Excellent Good Average Poor
  • 19. QUALITY OF SERVICE PROVIDED BY DEALER 28% 57% 15% Extremely Satisfied Satisfied Neutral
  • 20. AVAILABILTY OF SPAPRE PARTS 52% 48% Yes No
  • 21. DEVELOPMENT IN NEW MODEL 33% 30% 29% 8% Gear System Engine Efficiency Accessories Other
  • 22. RECOMMEND SONALIKA TRACTOR TO OTHERS 79% 21% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Yes No
  • 23. FINDINGS • Customers are not satisfied with the pricing policy • Customers are enjoying the comfort and safety level and low maintenance cost of tractors. • The companies’ relationships with the customers are quite good. • Most of the customers feel that there is no brand image of the company and that has impact on the success of the company. • Customers are satisfied to the resources and after sale service provided by the company. • Customers mainly consider after sale service and features of the product before purchasing tractor. • Customers mainly use the tractor for agriculture purpose. • Customers will recommend the Sonalika’s tractors to other people as well
  • 24. SUGGESTIONS • Many consumers felt that the price of Sonalika tractors in very high. Therefore they suggested for a reduction in the price of Sonalika tractors. • Sonalika Company should adopt latest technologies for further improvement of the fuel efficiency of its tractors. • The users have complaint regarding after sale service of the dealers has highly unsatisfactory, it is suggested that the company should advice the dealers to render better after sale service to its customers. • It has been suggested that to create awareness & popularize its tractors Sonalika Company should go for frequent advertisements in magazines newspapers, hoardings and T.V. advertisements for good brand image. • The company should assure ready availability of spare parts through the dealers. • The price of spare parts is also expensive as compare to competitor’s spare parts. Hence it is suggested that the company should provide necessary spares at reasonable prices.
  • 25. CONCLUSION • From the analysis and interpretation, it is concluded that most of the customers are satisfied with the after sale service provided by company and dealer.
  • 26.

Editor's Notes

  1. turnover 4000 Core ,,, employes 3000,,, agro: combines, , Potato Planters,,,, ITL: Central mechanical engineering research report… 30HP to 90hp