Ashok Leyland - Lucknow

CUSTOMER PROFILING
Private Bus Market - Lucknow
Perceived Market Share
Performance –Expectation
GAP
Continued
…..
S.T.A Permit Holders
Tourist
 DRIVERS OF
SATISFACTION
S.T.A Permit Holders
School Bus Operators
Tourist Bus Owners
FINAL CLUSTER ANALYSIS -
OUTPUT
CLUSTER CUSTOMER USER / NO. OF BUYING DOMINANT FACTOR
TYPE NONUSER VEHICLES DECISION

1. School Non-user 1-5 Owner Service post

warranty

2. STA Non-user 6 and above Owner Resale,

maintenance cost
and dealer
cooperation.

3. School User 6 and above Committee Resale,

maintenance cost
and dealer
cooperation.

Availability of parts
4. STA Non-user 1-5 Owner and mechanics with
retailer
 Recommendations
The recommendation can be basically categorized
under the two sub headings those are

– Improvement in certain aspects of the company operations.

• Parts and Mechanics availability with retailer.
• Availability of Fully built vehicles.
• Improvement in the distribution channel of leyparts.
• Reducing the service time.
• Better tie ups with financers.
– Awareness about the improved services among bus owners.
• Helping dealer to maintain relationships better.
• Focus on small bus operators.
Training of mechanics…

OUTCOME :-
More mechanics will be available which will help us in
pursuading the people of the respective places to go for
AL vehicles.
 Resale value…

OUTCOME:-
1.Retaining the AL customers as they are planning
to shift due to low resale value of AL vehicles.
2.Retained customers will spread a good word of
mouth which will help AL in the long run.
 Unavailability of spare
parts…

OUTCOMES :-
1.Change of brand perception of customers.
2.Will have a good word of mouth from the targeted
customers which will help in enhancing the market
share of AL vehicles.
THANK YOU