Professional Documents
Culture Documents
CONTENTS
1.
INTRODUCTION
2.
3.
4.
THEORETICAL PROSPECTIVE
5.
METHODOLOGY
6.
7.
8.
APENDIX:
BIBILOGRAPGY
QUESTIONNAIRE
MRF Tyres
Chapter - 1
INTRODUCTION
General Introduction
Introduction To Company and product
INTRODUCTION
The main object of every organization is to earn more profit, to
achieve this object the organization should increase its sales by getting more
customer and the only way to get more customer 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 for superior quality, company manufactures the largest
range of tyres in India and is the 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 car manufacturer in India apart from tyres MRF also
manufacturer conveyor belts, pretreads and advanced polyurethane paints.
Here every customer of MRF is getting satisfaction and it may analyzed by
the following information
MRF own No. 1 award for customer satisfaction by J.D Power Asia
MRF Tyres
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.
MRF is providing huge number of products to the customer as per the
Consumer is a person who is a normal people and they are purchase or buy
the products present day the market becomes consumer oriented present
market the consumer are Kings.
Their behavior at the time of purchasing mainly influenced in the
development, profit etc of the company and its product also present days
manufactures are have to survey the consumer's opinion before starting new
business and after also they have to ask about their opinion about product
after it enter to market if the consumer said to make any changes the
company should have to change it as per consumer wants.
Behavior at the time of buying any product it affects the company
directly. And if the producer wants to make any changes i.e. in quality, price
and etc are first they have to make survey about these changes which
company wants to change.
The consumer taking very rational decision at the time of buying any
thing and they compare every thing viz. Price, quality, quantity If any
changes in made first the consumer make companion to purchase any kind
of goods and consumers are not stand in any one particular product or
company they are flexi- mind and are jump or any other company.
MRF Tyres
When it as also apply in the matter of types also. At present there are
may companies to fulfill their i.e. consumer need in tyer and the companies
wants to compete with their near companies and wants to fulfill the
consumer need they are compete in price, quantity quality etc.
There are many standard companies like MRF, JK Birla, Goodyear,
Vikranth, and CEAT etc. They are having may types in many models size etc.
In many times the consumers are compare the following important
things (influencing factors)
1) The price and quality of different companies product
2) The good name and fame of company
3) Advertisement media to attraction.
4) Any Scheme like discounting, gifts, service etc.
5) Financial and some Non financial facilities like installment scheme,
discount gifts etc.
Now, India is a wide market for all kinds of products. After LPG
(liberalization, Privatization and Globalization) at i.e. the world anywhere
they can start their business activities. Their are very less restrictions, rules
and laws for establishing any business units (compare to twenty to 15 years
back) India had adopted LPG IN 1991-92. AFTER THAT INDIAN business
are started and developed and also developing very fast and also standard
of people and income, expenses, savings like that all one changed and how
also changing day to day.
MRF Tyres
The Indian tyre market also changing by day-to-day and it also some
high competition than other product. Because without transportation no
work is possible and for this vehicles requires and for moving wheels is must
and for its smoothness the tyres are very important.
So, this industry facing a strict competitions in market to provide,
low-priced, high, quality and performance without this transportation in
impossible.
Now, a day the vehicles are selling in very fast rate. So there are many
tyre companies are started to full-fill the demand at a time to vehicle owners
or customers.
Introduction to Company and its product:From the above general introduction we can say that types are
become a part of daily life of people. So for fulfill the demand their are
many companies are established for e.g. MRF, JK, Goodyear, Birla, Mode, .
In the above the "MRF tyre Company" is also one of them. This
industry is acting very wide through out the world. This is properly known
as "youngest Industry" in type market.
Chapter - 2
MRF Tyres
Statement of the problems: 1) We know this is very youngest industry the main problem in strict and
heavy competition in Market with "Some Big products like MRF, J.K
and CEAT etc.
11
Objective of the study: 1) To know, about MRF company and the history of the product i.e. tyer.
2) To know about factors which influence the buyers to purchase the MRF
tyres and their behavior and opinion about product.
3) To know the about management structure and firm's management
structure.
5) The way of appointing agents to sell the products (e.g.: any deposit of
securities or money etc).
MRF Tyres
Scope of study
The study is purely based on the survey conducted in Koppa city and
has focused on customers. 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.
13
Methodology:
Information on tyres, demands in market are collected from direct
company and present through face-to-face interview.
Quaternaries are also issued to dealers and customers.
In Koppa where there are more than 300 bus owners, 1000 lorry and
truck owners and more than 400 buses are running around or outside.
Koppa.
The primary data are collected from direct contract with dealers and
tyre buyers.
The secondary data are collected from companys information in
business newspapers and in Internet the opinion are collected from more
than 50 respondents.
Percentage, tabulation, class tables etc are collected from consumer
opinion Survey and in addition to his graph of bars and pie charts are also
drown.
MRF Tyres
Limitation of the study:1) The main limit is that face to face selling is not their product. So the
consumers opinion about quality of product, company next knows price
etc in easy way.
2) The other limit is that the company has to expanse some extra money to
know about customers opinion and market survey with other products.
3) Response from consumers are not variable as their on opinion may
change due to changing times, tastes and enviourment etc.
There are only some woman and important limitation of the study.
Besides this all other information are good and favor to company and also
good opinion from user about this product is their and also this company in
playing a good competition/ competitors to company like JK, MRF Good
year etc.
15
Due
MRF Tyres
17
Chapter 3
MRF COMPANY PROFILE
MRF Tyres
entrepreneur,
K.M.
Mammen
Mappillai,
opened
small
manufacturing unit where balloons, latex cast squeaking toys and industrial
gloves were manufactured little did he realize then that the company he
started would grow to become the no.1 tyre manufacturer in India.
MRF established its first office in 1949 at Chennai, Tamil Nadu, and
India. The company began as a manufacturer of toy balloons and other
rubber products and then later on moved to manufacture tyres in 1961.
19
Then after wards " National Mayword" has discovered the rubber
mixed with surplus was no longer sticky. Good year tried many ways and
mixtures of had, crude and surplus. He called this procedure as
"Unkovenization" he had finally discovered how to make rubber that would
be hard strong and elastic. His process in 1844 is still used in making
rubber. However, after these inventions good year received may honors.
Tyre History: -
MRF Tyres
21
Type:
It is a covering for the outer rim of the wheel. Most types are made of
rubber and are pneumatic (filled with air). They are used on aeroplanes.
Automobiles, buses, cars and other vehicles. The main feature of rubber tyre
is their ability to absorb the shock and train created by humps in the roads.
The air in a rubber tyre supports the weight of vehicles.
One of the important features of rubber tyers in their activity to grip
the road. The face of a tyre is called tread, has may deep groves. These have
smaller groves called spies make up the tread pattern the type body consists
of a rubber side walls and casing. The casing is made up of two or more
layers of rubberized cord fabric each layer is called a play.
MRF Tyres
23
Bias play tyers are made with diagonal plies called breaker plies
and placed b/w the casing and the read to provide extra impact resistance.
Radial ply tyers have two or more additional plies of steel wire that
form a rigid belt around the circumference. Just below tread. It reduces the
heat and increase durability.
B) Beads:
It consists of strands of rubber coated steel wire covered with
rubberized fabric when the tyer is inflated the beads preen against one rim's
flange. It maintains the type shape and holds the tyre severally on the rim of
the wheel.
c) Tread: It is a thick layer of layer rubber that maker contract with the road or
ground that protects the casing from were and abrasion, it is molded into
various patterns of groves to help the tyre grip the surface.
D) Side walls: It provides a stronger outer covering for the sides of the tyer.
Tyer of the types:-
MRF Tyres
A) Radial Tyer: Radial tyer are built with the cord fabric running straight across the
tyre from one rim to another. All radial tyer are belted these given longer
wear because they have has flexi and squirm than bias ply tyres .So there
fore provide better control and also allow for improvement in full efficiency.
B Bias tyers:
Bias tyers are built with the cord fabric running diagonally i.e. on the
bias form one rim to other as a vehicle moves the plys of its tyers rub
against each other and against the tread in an action called flexible and
squirming extreme heat can separate the tread of split the plies.
25
C) Bias belted tyers: Bias belted tyers are made in the same way, as bias tyers, bit belts are
placed b/w the plies and the tread. The belts helps prevent punctures and
fight tread squirm
Low profile tyers: - They are used in high preference cars in 1970. They are
equal to radial tyers they look pudgier than regular super. They are wider
and are high. They have more grips on road the added traction can give a
driven more contro0l of a car at high speed around carves than started tyers
giver.
Rethreading:Basically it means the replacement of the worm out flap. Tyers can be
retread only at least hence times. It is popular especially in the commercial
segments as the cost involved is just 20% of a new type, thus it is set to be
costing into replacement demand. Pressure of air inside each of tyer is
extremely important to safety and to type weak .As tyre rolls, its caring in
constantly flexible or blending. These cause the plies to rub against one
another. Production heat due to friction If the pressure is too low the tyre
flexes more than it should and heat built up rapidly. This tends to weaken,
risk of tyre failure .If at is too high it causes arracks in the tread grooves.
MRF Tyres
Inflation of tyres can affect steering and other handling parts and for
that reason auto manufactures specially the tyre preserves that are best for
their vehicles.
Tyers of different type 9i.e bias and radial) should not be used to the
same vehicle because handling and maneuverability may be seriously
affected.
Today MRF is into a league of its own with:
MRF manufactures the largest range of tyres in India and enjoys the
highest brand preference for superior quality, company manufactures the
largest range of tyres in India and is the 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 car manufacturer in India apart from tyres MRF also
manufacturer conveyor belts, pretreads and advanced polyurethane paints
The milestones achieved while being such a progressive and vibrant
company, is also recognized by the corporate world through a number of
awards like.
27
Industry Review
Indian 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 by Apollo Tyres Ltd. (21%). The other
major players were JK Tyre & Industries (18%) and Ceat Ltd.(13%). The
Indian tyre industry is characterized by its raw material intensity (raw
material costs account for approximately 70% of operating income), capital
MRF Tyres
intensity, and cyclicality, fierce competition among the top players, low
bargaining power and resulting low margins. The top players are now
focusing on branding their products and strengthening their distribution
network so as to increase their market share.
The industry derives its demand from the automobile Industry. While
OEM market off take is dependent on the new vehicle sales, replacement
market demand depends on the total population of vehicles on road, road
conditions, vehicle scrapping rules, overloading norms for trucks, average
life of tyres and prevalence of tyre retreading.
The main category of tyres produced in the country is that of Truck &
Bus tyres. These tyres accounted for 57% of the total tyre tonnage
production in FY07 followed by LCV tyres which accounted for 9% of the
total tyre tonnage production. Approximately 53% of the total tyre tonnage
off take was by the replacement market, 31% by OEM and 15% by the
export market in FY07. The industry tonnage production registered a 5 year
CAGR of 9.69% between FY 02-07. The largest category of Truck & Bus
tyres recorded a 5 year CAGR of 7.85% (slower than the industry) while
Light Commercial Vehicle (LCV), motorcycle and car tyre categories grew
at 15%, 16% and 14% respectively (faster than the industry). Off the road
(OTR) tyre category (customized tyres) which fetch a higher margin
compared to other tyre categories, is the fastest 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
Government First Grade College Koppa
29
the production of OTR tyres so as to improve 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 value terms in the period FY 02-07. Most of these tyres that are
exported are of cross ply design. With radicalization catching up in some of
these markets, the Indian manufacturers will need to graduate 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 of radial tyres and poor awareness of the
tyre users are the main reasons for the non transition of the domestic market
to radial tyres. However, going ahead radicalization in truck & bus tyres may
increase due to governments focus on infrastructure development.
MRF Tyres
CARE Research projects the Indian Tyre Industry to register a growth of 910% in the next five years
The Indian Tyre Industry produced 736 lakh units of tyres (11 lakh tones)
garnering Rs. 19,000 crores in FY 07. MRF Ltd. was the market leader (22%
market share) followed closely by Apollo Tyres Ltd. (21%). The other major
players were JK Tyre & Industries Ltd (18%) and Ceat Ltd. (13%). The
industry tonnage production registered a 5 year CAGR of 9.69% between
FY 02-07.
Truck & Bus tyre category (accounting for 57% of the tonnage production)
recorded a 5 year CAGR 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 rates faster than that of the
industry). Off the road (OTR) tyres (customized tyres which fetch a higher
margin compared to other tyres) category is growing at a fast pace. The OTR
tyre category 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 to improve their product mix, for e.g. CEAT Ltd. is
increasing its OTR capacity at its Nasik plant from 60,000 to 1,00,000 tyres
by end 2008, JK Tyre & Industries is expanding its OTR capacity from
25,000 tyres to 42,000 tyres by 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 in the period FY 0207. Most of these tyres that are
exported are of cross ply design. With radicalization catching up in some of
Government First Grade College Koppa
31
Company profile
MRF LTD.
"Tyres with Muscle"
MRF Ltd. 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. In 2004,
the company's turnover crossed INR 30 billion mark. The company was
given the title of most ethical company by 'Business World' magazine after a
survey conducted in 1999.
Quick Facts
MRF Tyres
Founder
Country
Year of Establishment
Industry
Listings & its codes
Registered Office
K. M. Mammen Mappillai
India
1946 as a toy factory
Tyre Manufacturing
NSE: MRF; BSE: 500290
124,
Greams
Chennai
Road
600
006
India
Tel.:
Website
Related Website
+(91)-(44)-28292777
MRF Ltd:
A LEADING PLAYER IN THE TYRE MANUFACTURING INDUSTRY
33
MRF Tyres
India for the last several years. Its improved global ranking comes at a
time when the automotive industry is facing a tough market with
tremendous pressure on margins.
At the global level, Bridgestone Corporation was ranked number one by
Tire Business, closely followed by Michelin. Among other major Indian
players, J K Industries was ranked 17th against 16th in 1999 while Apollo
Tyres moved up the ladder from 21 to 18 in 2000. Ceat was positioned 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 largest supplier of radial car tyres (40 per cent share) to
Telcos Indica with a monthly supply of 10,000 tyres.
MRF was originally started as a small manufacturing unit of balloons, latex
cast squeaking toys and 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 Tamil Nadu,
Kottayam in Kerala, Ponda in Goa, Medak in Andhra Pradesh, and one in
the Union Territory of Pondicherry. It has a distribution network of more
than 2,500 outlets in the country and exports tyres in over 75 countries
globally. The company established its first office in 1949 at Chennai, Tamil
Nadu. It has overseas offices in United Arab Emirates, Bangladesh and
Vietnam.
MRF manufactures the largest range of tyres in India and it has the highest
35
brand preference. It makes tyres for heavy duty truck, bus, light truck,
passenger car to motor sports, rally cars, off the road earth movers, two and
three wheelers, farm service and military service. It is the market leader 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 toy company. 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 collaborated with
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 for wide range of
applications like Metalcoat, Woodcoat Glasscoat etc. MRF made a foray in
retreading as far back as 1970. MRF Pretreads is the most advanced
Precured Retreading system in India. MRF made a foray in retreading as far
back as 1970. In the MRF Pretreads system, the tread rubber is precured
from MRF`s factory. It also has the specialised expertise required for
retreading Radial Tyres. The company is an original equipment supplier
(OES) of radial tyres to Tata Indica, Hyundai Elantra, Ford Fiesta and many
other cars. Volvo also sources most of its tyres from MRF for its Indian
operations.
Financials
The Company swung to loss for the quarter ended December 2008. During
the quarter, the company reported loss of Rs 383 million compared with a
MRF Tyres
profit of Rs 517.50 million in the same quarter last year. Net sales for the
quarter rose 17% to Rs 13,519.70 million, while total income for the quarter
rose 16.81% to Rs 13,560.30 million, when compared with the prior year
period. It reported loss of Rs 90.32 a share during the quarter compared with
earnings of Rs 122.03 a share in previous year period.
37
MRF Tyres
FIRM PROFILE
FIRM PROFILE
Capital
Activity
39
Transport Contractors
1) Sri Krishna Transport
2) Ravindra Transport both to Koppa b'lore,
Chennai
3) Home built (Cement)
1) Sneha Enterprises
4) Sri Lakshmi transport
[Mahindra tractors)
Started in
1990
Bank
Management Structures.
Proprietor
Super visor
(Raghvendra Murthy)
(K Ravindran)
MRF Tyres
Mak. To city
M. to city
M. to city
Office boy
Appointment: - They are direct MRF company representations and they are
opining the local dealers as per company rules as norms.
41
MRF Tyres
Chapter 5
THEORETICAL PROSPECTIVE
43
MARKETING MIX
Product
Price
Promotion
Physical distribution
Major threats in Indian tyre industry
MRF Tyres
THEORETICAL PROSPECTIVE
MARKETING MIX
1. Product strategy
45
There above are suitable for LCV's and HCV's other than these they are also
for tractors, JCB's cans etc.
PRICE STRATARGY
MRF Tyres
The price of MRF tyres is depends upon type of vehicle and typre of
tyre's models and their suitability.
PROMOTION STRATAGY
The company has set up their depose in various parts of the country.
The company has only exclusive company representative and from them it
47
moves to local dealers. Prompt and quick delivery is the main motto of the
company in its distribution aspect.
The distribution channels of MRF tyres are as follows
MRF company- depose---dealers---customers
Company also has their sales representative and executives visit
regularly to the dealers and fixed out the problems in factors like selling
distribution etc.
Product features
Mileage
For Retread
MRF tyers
Very good
3to4timesgood
Few
Stone hits
Air complaint
No
J.K
Good
CEAT
Poor
Goodyear
Good
3 times
2 times
3 times
More
More
Few
Yes
Yes
Less.
By above table, we can easily compare that the brand has got very go
features and good is all aspects. Compared to there nearest competitors.
2. Compression of pricing of MRF tyres with respect to near competitors.
Product
Size
Brand
MRF Tyres
Ton wise
Lug
9/10
10/20
MRF
tyers
17000
19100
Semi lug
9/10
10/20
16000
19000
16000
19000
15900
19100
15700
19000
9/10
10/20
15500
18000
15000
15000
15500
18000
15100
18000
RIB
J.K
CEAT
Good year
17000
19000
16000
19200
15100
19500
By the price of tyres of each brand the cost of MRF is some more. But
the quality of product is good as for latest survey the MRF tyres are grown
up in faster way in very short time period by adopting good quality service
price technology etc.
A boom in the automobile industry would lead one to assume that all
the related segments too are booming. But it does not seem to be so at least
in respect of the tyre sector which his trading along at a slow pace the tyres
that come with a new passenger bus have a life of 2-3 years.
A brief look at the past would help to under land the present back to
1936 the tyre industry has to come a long way in six decades.
49
RAW MATERIALS
Synthetic rubber
MRF Tyres
rayon polyester steel cords. The most recent and gravest provocation has
been the rise of prices in natural rubber, the main RM component.
2 Sluggish demands
Chapter-6
Government First Grade College Koppa
51
Methodology
MRF Tyres
Methodology
53
i)
ii)
iii)
Effect of Advertisement.
Secondary Data
1. News papers
2. Magazine
3. Internet
4. Questionnaire
5. Encyclopaedia
6. Both primary and secondary datas have been collected to bring out
MRF Tyres
Type of data: Two types of data have been used for the study.
Primary Data: Survey method is employed in the project. This involves
asking the respondent about the mobile connection currently used. No
telephonic interviews or mail questionnaires were employed.
Sampling
Sample size
: 50 respondents.
Sample techniques
sampling.
Sampling procedure
of
Sampling tool
Koppa.
:
Disproportionate
stratified
random
sampling.
Geographical area
: Koppa,
Data source
: Primary data.
Research approach
: Survey.
Research instrument
: Structured questionnaire.
Method of contact
: Personal.
55
Chapter-7
DATA ANALYSIS AND INTERPRETATION
MRF Tyres
57
FACTORS
Friends
Brand Image
Advertisement
Relatives
Self-decision
Total
CUSTOMERS
8
9
9
8
16
50
MRF Tyres
Interpretation:
The above table & graph shows that:
A. 16 customers have purchased MRF Tyres by there own decision.
59
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.
23
17
7
3
50
MRF Tyres
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.
61
Strongly Satisfied
Satisfied
Not Satisfied
Fully Not Satisfied
Total
15%
16%
10%
9%
50%
Percentage
MRF Tyres
Interpretation:
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
Satisfied
Not Satisfied
Fully Not Satisfied
Total
23%
15%
8%
4%
50%
Percentage
63
Interpretation:
45 % of customers are strongly satisfied with quality of the tyres.
30 % of customers are satisfied with quality of the tyres
16 % of customers are not satisfied with quality of the tyres
9 % of customers are fully not satisfied with quality of the tyres.
C) Durability of Tyres
Strongly Satisfied
Satisfied
Not Satisfied
Fully Not Satisfied
Total
23%
16%
7%
4%
50%
MRF Tyres
Percentage
Interpretation:
45% of customers are strongly satisfied with durability of tyres
32%of customers are satisfied with durability or tyres
14%of customers are not satisfied with durability or tyres
9%of customers are fully not satisfied with durability of tyres.
D) Performance Of Tyres:
Strongly Satisfied
Satisfied
Not Satisfied
Fully Not Satisfied
Government First Grade College Koppa
21%
17%
7%
5%
65
Total
50%
Percentage
Interpretation:
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:
MRF Tyres
Strongly Satisfied
Satisfied
Not Satisfied
Fully Not Satisfied
Total
24%
15%
7%
4%
50%
Percentage
Interpretation:
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 tyres
67
5) The following tables show the customer opinion about MRF TYRES.
Fully Satisfied
Satisfied
Not satisfied
Fully Not Satisfied
Total
14%
21%
8%
7%
50%
Percentage
Interpretation:
MRF Tyres
Very Friendly
Friendly
Not friendly
Dont know
Total
17%
22%
4%
7%
50%
Percentage
69
Interpretation:
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 friendly
9 % customer says the behavior of showroom people not friendly
13 % customer says the behavior of showroom people dont know
7) The following table shows the customers opinion about service charges in
show room.
Very Reasonable
Reasonable
Costly
Very Costly
Total
15%
21%
8%
6%
50%
MRF Tyres
Percentage
Interpretation:
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 costly
12 % of customers said that service charges are very costly
71
Quality
Price
Service
Durability
Total
19%
12%
8%
11%
50%
Percentage
Interpretation:
38 % customers prefers the MRF tyres due to the good Quality
24 % customers prefers the MRF tyres due to the reasonable price
22 % customers prefers the MRF tyres due to its durability
16 % customers prefers the MRF tyres due to its service
MRF Tyres
Lack of Information
Non co-operation of show room
11%
4%
people
Delay
No problem
Total
8%
17%
50%
s
Interpretation:
22 % customer faced the problem due to lack of information
73
Chapter 7
FINDINGS
MRF Tyres
FINDINGS
31% of customers have purchased on there own decision. They have
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.
75
only just satisfied and 16% are not satisfied with the quality.
About 45% of customers are satisfied with durability of tyres, and
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 dont know.
The service charges are very reasonable in the view of about 43% of
MRF Tyres
Chapter-8
Observation
Suggestion
Conclusion
77
SUGGESTIONS
SUGGESTIONS TO SHOWROOM:
Showroom must recruit well qualified and skilled labours that care about
the customer. It will abolish the problem of unskilled and poor quality
service.
Showroom employees and workers should maintain friendly relation with
every customers.
Showroom should provide the remolding system to the existing
customers.
Showroom should maintain tyres, tube, air compression machines etc,.
SUGGESTIONS TO COMPANY:
MRF Tyres
79
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 with development of MRF Tyres.
Annexure
Questionnaire
Bibliography
MRF Tyres
QUESTIONNAIRE
Dear Respondents,
I am ,,,,,,,,,,,,,,,,,,,,,,,,,student of the final year B.B.M, Government first
grade college koppa, Conducting a Project on Customers Satisfaction
81
Thanking Your
Dear Sir/Madam,
(Please tick (
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
[ ]
MRF Tyres
E: Self decision
[ ]
F: Others
[ ]
III. To what extent the MRF TYRES has satisfied your purpose /
need?
A: Fully Satisfied
[ ]
C: Dissatisfied
B: Satisfied
[ ]
[ ]
D: Fully Dissatisfied
[ ]
IV. As compare to other tyres how do you rate the following
characteristics of your
MRF TYRES
Characteristics
Price
Quality
Durable
Performance
Mileage
Excellent
Very good
Good
Average
[ ]
B: Very Good
[ ]
D: Bad
[ ]
[ ]
83
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: Dont Know
[ ]
VII: What is your opinion about service charges in the show room?
A: Very Reasonable
[ ]
B: Reasonable
[ ]
C: Costly
[ ]
D: Very Costly
[ ]
[ ]
[ ]
C: Service
D: Durability
[ ]
[ ]
[ ]
MRF Tyres
[ ]
C: Delay
[ ]
D: No problem
[ ]
***************THANK YOU***************
85
BIBLIOGRAPHY
To complete this project I have referred the following books:
1) Marketing Management
PHILIP ROTLIR
SHERLEKAR
2) Net: