A project report on customer satisfaction to words after sales and services of mahindra tractors at shree prakash motors gadag

Shree Prakash Motors Gadag
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1. INTRODUCTION:-
This study will help to find the level of Customer satisfaction of the Customers in the
authorized M&M service station in Gadag dist. To know the reason for decline of customers at
service station, to know the perception of customers regarding the charges or rates offered by the
service station and to know any suggestion from customers to improve the service.
The study is scheduled through primary data and other information thereby preparing
Questionnaire, which focuses of various variables, and attributes that are important to know the
satisfaction level and the factors affecting the purchase decision.
Serving the consumer demand with the help of marketing channels, and then in turn,
expanding the market even in the face of keen Competition. The marketing objectives, developed
the marketing plan, or program and control the marketing program to assure the accomplishment
of the marketing objectives.
Marketing begins with the customer, not with production cost, sales, technological and
marks and it ends with customer Satisfaction and social well-being.
Marketing covers all business activities necessary for ascertaining market demand, planning,
and product availability, affecting transfer of ownership of products, providing for their physical
distribution and facilitating the entire marketing process.
Tractor, a self-propelled unit used to pull loads, to carry and operate tillage, cultivating and
harvesting machinery and to provide power through the suitable belt pulley, power take off, or
other power outlet, to drive stationary and drawn implements and machines, As distinguished
from “traction engines", which were self propelled steam engine tractor are powered with
internal combustion engines. The word" Tractor" was coined by combining parts of the words
TRACTION and MOTOR, and was first noted in a patents issued in the united states in 1890.
This project report is an academic excursive for discussing in general in marketing of
tractor and probing into the marketing of Mahindra tractors in particular. The secondary and
primary data have been collected for the purpose and this recommendation have been given for
the improvement of marketing strategy of tractors in Shree Prakash motors Gadag and
services in particular.

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1.2 Problem Statement:-
In today’s competitive world customer plays an important role in every business. The main
purpose of every business is to satisfy its existing customers and attract a new customer which is
also known as acquiring customers.
Based on the above statement I have decided to take up my academic project on “A STUDY ON
CUSTOMER SATISFACTION AFTER SALES & SERVICES OF MAHINDRA
TRACTOR AT SHREE PRAKASH MOTORS GADAG”
1.3Needfor the Study:-
The need of the study is to analyze the customer satisfaction after sales & services and fill in the
gaps if any which in turn can improve the service to the customer of Shree Prakash Motors
Gadag.
1.4Scope ofthe Study:-
In this competitive world retaining the customers has become very important, hence it has
become part and parcel of the business. Business which can adapt to quick changes and get
access to improvised technology can survive in this tuff market conditions.
This study will help us to understand customers, preference and their needs expected from the
business owners. This study will not only help me as a student but it also assists shree prakash
motors automobiles to improve their service standard.

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1.5 Objectives:-
 To study about the customer satisfaction on the service provided by the dealers
 To study the perception of customer’s regarding the charges/rates offered by the
service center.
 To study the suggestions from customer’s to improve the service center.
 To study the customer satisfaction with usage of their tractors.
1.6Topic areas:-
Sales, services, Accountability and Evaluation, Operations Management and Leadership. A
population to be reached through some action or intervention; may refer to groups with specific
demographic or geographic characteristics. The group of people you are trying to reach with a
particular strategy or activity. The target population is the population I want to make conclude an
ideal situation; the sampling frames to matches the target population. A specific resource set that
is the object or target of investigation. The audience defined in age, background, ability, and
preferences, among other things, for which a given course of instruction is intended.

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1.7Data collection :-
Data collection took place with the help of filling of questionnaires. The questionnaire
method has come to the more widely used and economical means of data collection. The
common factor in all varieties of the questionnaire method is this reliance on verbal responses to
questions, written or oral. I found it essential to make sure the questionnaire was easy to read and
understand to all spectrums of people in the sample. It was also important as researcher to
respect the samples time and energy hence the questionnaire was designed in such a way, that its
administration would not exceed 4-5 minutes. These questionnaires were personally
administered.
The firsthand information was collected by making the people fill the questionnaires. The
primary data collected by directly interacting with the people. The respondents were contacted at
shopping malls, markets, places that were near to showrooms of the consumer durable products
etc. The data was collected by interacting with 100 respondents who filled the questionnaires and
gave me the required necessary information. The respondents consisted of Farmers, Businessmen,
and Professionals etc. the required information was collected by directly interacting with these
respondents.
1.8 Limitations of the Study:-
 Time constraint has prohibited from going deep into the subject.
 The information obtained or the collection of data is limited.
 The study is purely academic.
 Due to time constraints the study is restrict to Gadag dist only.
 Only the customers of Shree Prakash Motors Gadag were considered as respondents.
 The survey was conducted in this urban sector of respondents thus it cannot be
generalized.
 The information provided by respondents could be biased

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2. INDUSTRY SCENARIO INTRODUCTION:-
The tractor industry in India has developed over the years to become one of the largest
tractor markets in the world. From just about 100,000 units in early eighties the size of tractor
market in the country has grown up to over 200,000 units. Today industry comprises of 14
players, including 3 MNCs. The opportunities still are huge considering the low farm
mechanization levels in the country, when compared to other developed economies across the
world. Key concern for the industry is its dependence on agricultural income in hands of farmers
and the state of monsoon.
The key players are Sonalika, John Deer, New Holland Easier , Swaraj,etc.
2A.2 HISTORY OF THE TRACTOR:-
The word tractor was derived from the combining parts of the word TRACTOR and
MOTOR and was first noted in a patent issued in USA in 1890. A self profiled power unit used
to pull 100 to carry and operate till age cultivation harvesting, machinery to provide power take
of or other , power out let a drive stationary and down implements, machinery as distinguish
from tractor to pro puller steam engine tractors.
Tractor was first used during the 1870's this tractor’s called tractors engine were large
four wheeled Machine driven by steam. They provided enough power to pall as money as 40
plough they were too awkward to be practical.
The first tractors in the since of Powered traction vehicles, grew out of the stationary and
portable Steam engine Operated on farms in 19 the century and used to hour plows by 1890.

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2A.3 MAHINDRA TRACTOR HISTORY:-
From army vehicles to farm tractors to major automobile manufacturing, Mahindra's relationship
with American industry goes back quite a few years. American GI's who served in India during
World War II recognize our parent company, Mahindra & Mahindra, which in l945 was selected
to assemble the famous Willis Jeep.
Following Indian independence in 1947, Mahindra & Mahindra charted a course of product
expansion and globalization.
The philosophy led to the company's entrance into the worldwide tractor. In 1962, M&M formed
a joint venture with International Harvester to make tractors carrying the name Mahindra &
Mahindra name-plate for the Indian market.
Armed with engineering, tooling and manufacturing know-how gained from this relationship,
M&M-a major auto maker- developed its first tractor, the B-275. This successor to International
Harvester's incredibly popular B-414 is still the basis for some current Mahindra & Mahindra
models.
Today, Mahindra is the first largest tractor manufacturer in the world with sales of nearly
1,25,000 units annually in 10 countries. This places them ahead of John Deere & Kubota. In
India, Mahindra has been the number one selling brand since 1983.

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2A.4 TYPES OF TRACTORS:-
Tractors are classified according to weather wheels or tracks which are used to provide traction.
• Track laying Tractor:
These tractors are used to obtain better adhesion or lower ground pressure then would be
possible with an ordinary wheeled tractor.
• Four Wheel drive tractors:
These are able to work under any conditions since its engine is engaged to both the front & rear
wheel. Those in most general use are of the wheel drive type with two large wheel driving
wheels at the rear & two steering wheels at the front.
The Tractor Industry in India dates back to 1961 when a madras based company pioneered the
manufacture of farm equipment by establishing a tractor plant in collaboration with a
multinational agricultural machinery manufacturer. Today agricultural tractors are manufactured
by about 15 units in the organized sector with a total registered capacity of above 2 lakh.
2A.5 USES OF TRACTORS:-
Following are the uses of tractor.
 In the field of agriculture tractor have an important role to play in rising productivity.
 Tractors are used in the field of transportation. The fertilizers can be carried to the field &
the produce to the market with the help of tractors. It is also for the purpose of
transportation goods from one place to another.
 Through the use of tractor farm practices were revolutionized & agriculture crops were
increased per hectare. Mechanized farming becomes possible through the use of tractors.
 In stone crushers before the blasting of rocks drilling machines are used to drill the rocks
with the help of tractors.
 Not only has animal power been displaced & human effort reduced through the use of
tractors.

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2A.6 ROLE OF TRACTORS IN INDIAN AGRICULTURE:-
India has always been heavily dependent on agriculture for its economic growth. It
follows that mechanized farming would increase agriculture output in the given the huge trucks
of land which cultivated are would assume that tractors are sold in a big way in our country.
Indian agriculture is as old as civilization itself & the Indian farmer has the benefit of a vast
past experience the yield of crops in India are very low when compared to even some of the
south east when compared to even some of the south east Asian countries. Agriculture forms the
backbone of the Indian economy & despite concerted industrialization in the last four decades;
agriculture occupies a place of pride. Being the largest industry in India, it is the source of
livelihood for over 70% of the national income. Its importance in industrial development in the
supply of raw-materials to leading industries like jute, textile, sugar etc, is very high.
Agriculture increase national income & it helps in industrial development, agriculture helps
for the promotion of international trade & the development of agriculture is essential for
economic growth, the significance of agriculture in India arises also from the fact that the
development in agriculture is an essential for the development of the national economics.
Though the experience of Indian farmer the yields crops in India very low when compare to
other countries. For this reasons are quite obviously monocropping & repeated use of land
without rest is one problem is the efficient use of good fertilizers expect domestic fertilizers also
primitive & traditional, besides the wooden plough, hoe, sickle & other old method of practicing
agriculture no any mechanical or other devices are used.
By mechanization of agriculture we mean the replacement of animal & human power by
machinery & pouching done by tractors. Sowing & putting of fertilizers by the drill & reaping &
thrashing by the combined harvester & so on. The tractors will so be used in transporting crops
to markets. By using tractors, crops can be easily taken.

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2B.1 COMPANY PROFILE :-
Mahindra and Mahindra incorporated in 1945, began operations, with assembly of jeeps
imported in semi knocked down (SKD) condition form wills, USA Mahindra and Mahindra &
Mahindra started manufacturing jeep in collaboration with wily overland corporation and
American motor cooperation (now parts of the Chrysler group) in 1954 and LCVs in 1965.
Tractor production started in 1965 in a joint venture company with technical collaboration of
international harvester company Chicago, USA. This company was merged with M and M in
1977. M and M is originally a principal supplier to the government for defense and other
departments. M and M has restructured its operations. While the focus is an automotive and
tractor divisions most of the other business including IT, Infrastructure and financial services
have been hired off into new ventures.
Mr. Anand Mahindra is a member of the class of 1977 Harvard College, Cambridge, mustache
sets form where he graduated manger cum laude (high honors).
In 1981 he secured on MBA from the Harvard business school in Boston after returning the India
he joined Mahindra urine steel company ltd.
In 1989 he was appointed president and deputy-managing director of MUSCO. In April 1997,
he moved over to M and M as the deputy- managing director. In April 1997, he was appointed as
the managing director by the board of M and M. Mr. Mahindra was also the co promoter and is
the chairman of total Mahindra finance ltd. Mr. Mahindra writes frequently on business and
general economic subject is leading business and Business magazines.

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2B.2 Organization analysis:-
Mission/Vision:
Vision:
Indians are second to none in the world. The founders of our nation and of our company
passionately believed this. We will prove them right by believing in ourselves and by making
M&M Ltd. known worldwide for the quality of its product and services.
Mission:
We don’t have a group-wide mission statement. Our core purpose is what makes all of us want
to get up and come to work in the morning”.
2B.3 Goals andObjectives:-
 To provide highly technological innovative product
 By 2016 it wants to enter almost all continents of world
 Plan to open 30 outlet pan in India by next 2 year
 To make the production system even more efficient
 To usher prosperity; for its customers, dealers, employees, society and all other
stakeholders.
 To be the market leader in all power segments of tractors.

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2B.4 SWOT Analysis:-
Strengths:
 Over the years the company has emerged as one of the top players in the world in terms
of number of tractors sold. This gives a clear indication that the company's market share
is one of its biggest strengths.
 The company's ability to introduce new products in the market and to generate sales
from those new products is a major strength. The reason being that this is very essential
for any company, for its survival in the long run.
 Brand name and brand image
 The company has established its brand name in other countries of the world as well. It
has a wide market spreading over the five continents. This is evident from the 40%
market share that it holds in the 30-40 HP tractors market in the US.
Weaknesses:
 The company is highly dependent on the rural sector, and the rural sector in turn is
highly dependent on the monsoons. As a result, if there happen to be bad monsoons (less
of rains) for two consecutive years it could have an adverse impact on the demand of
tractors for the company.
 People are not fully aware about the brand as most of them are from the rural
background.

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Opportunities:
 The government has been trying to strengthen the exports of agricultural products.As a
result, the quality of agricultural products necessarily has to be very high. For this, they
need better rural and agricultural infrastructure. This might result in an increase in
demand for tractors.
 In India, the penetration of tractors is 10 tractors per 1000 hectares of cropped area,
which is much below the world average of 19 tractors for the same. Thus there is scope
for the demand to increase.
Threats:
 The company has a history of having invested in unrelated diversifications such as
telecom, holiday and resort inns, financial services, etc. which it has hived off as
subsidiaries from time to time when these turned unmanageable. This is a cause for
concern as such diversifications could divert the company's attention from its core
business. It is a dangerous tendency as it leads to destruction of shareholders value.
 The entry of foreign players in the tractors segment could pose a threat to the company
as these foreign players are technically more competitive than Mahindra & Mahindra.

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2B.6 The Indian TractorMarket:-
The Indian tractor industry, dominated since time immemorial by a few
known brands, is in the process of a change. A look at the average growth rate recorded
by the tractor industry point towards a general slowdown. The growth rate for the eight
month period April- November 1996 has dropped to 13% from 16% recoded during the
previous year. Among the 3 Indian majors, Mahindra & Mahindra Tractor &Farm
Equipment (TAFE) & Punjab tractors, only M&M has recorded a marginal drop in
market share. Overall all of them have witnessed increased sales in terms of volume. As
for the otherswhich include the links of Eicher, HMT, ESCORTS etc., there has been
steady erosion in the market share. A begin state policy, which provides the buyer
subsidies & soft loans has seen the tractors become a popular substitute for the LCV as
utility vehicle in rural areas.
Due to the general slowdown in the growth rate of the Economy, the industry
expects to slow down. The growth rate in tractor declined from 18.5% in 1994-95 to
17.3% in 1995-96 & 1996-97 (April-Nov).
But there is one company which has defined this entire ‘slowdown’ pattern & is
growing at a steady pace. The co. is Punjab Tractors Ltd... The market share of Punjab
tractors has increased from 11% to 14.9% in 1996-97 (April- December). It overtook
Either in 93-94& Farm Equipment (TAPE).
The future of the tractor industry will see a shakeout of sorts. The small
players will either have to survive. According to experts, ten years from now, the market
will stagnate. If at all there is a market that will grow, it will be one for replacements. Till
then Tractor players will continue to trudge along slowly maintaining a 5-6 percent
growth rate.
Hence the performance of the companies, from the automobile industry that
have featured in this year's top50 reveals that though the industry is in the grip of
recession players with very good fundamentals will always continue to reward the
investors.
The Indian tractor industry sold approximately 2.2 lakh tractors between, April
1996&March 1997. On an average the tractor market gas grown by 6% to 7% each year
since 1993. When the industry was of around 1.4 lakh tractors in all these years some of

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the companies had limited production capacities & the customer had to wait for most
popular models. These problems were more acute in the season & often aggravated by
the short supply of premium models.
However, since October 1996, a distinct change has been observed in the tractor
market. All tractors models, including the so called premium products, are readily
available in the show room. The main reason for this phenomenon is that all tractor
manufacturers have been gradually increasing their production volume in the last few
years and presently the total production capacity of all the tractor manufacturers has
reached approximately 2.7 lakh units. This will ease the supply position of tractors and in
times to come the customer will not have any waiting period for a tractor.
2B.7 Domestic Operations:-
The Mahindra Group’s Farm Equipment Sector is the largest producer of
agricultural tractors in India. It has enjoyed an unparalleled market leadership in the
domestic market for the last 23 years. With a 30% market share, the Bhoomiputra,
Sarpanch and Arjun brands of tractors make the Group’s Farm Equipment Sector present
in all the major segments in India. Mahindra & Mahindra recently consolidated it position
as the leader of the Indian tractor industry when it acquired 43% stake in Punjab Tractors,
the owner of the leading Swaraj brand of tractors.
It has a large customer base of 12, 00,000 satisfied customers and the deepest
distribution reach. The Sector has four manufacturing facilities in India, located in
Mumbai and Nagpur in Maharashtra, Rudrapur in Uttaranchal and Jaipur in Rajasthan.
The Farm Equipment Sector has always been a process driven organization with a strong
focus on its quality systems. The TQM movement in the Sector has brought accolades
like the most coveted Deming Application Prize, making it the first tractor company in
the world to win recognition of this stature.

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2B.8 OverseasOperations:-
With headquarters at Tomball (Texas), Mahindra USA is a wholly
owned subsidiary of Mahindra & Mahindra. Over the years, Mahindra USA has grown
by leaps and bounds and has reinforced its position in the Compact and Utility segment.
It works hand in hand with a network of hundreds of leading tractor dealers throughout
the country to provide its American customers complete product support and quality
After Sales Service. The Company has also enhanced its capabilities with another
assembly plant and distribution centre in Calhoun (Georgia) and Red bluff (California).
Mahindra Australia, based in Brisbane, is a branch of the global farm
equipment manufacturer Mahindra & Mahindra. Mahindra Australia currently offers a
complete line of 2WD and 4WD Compact and Utility models with an option to have
performance matched attachments like Loaders and Mowers.
Mahindra China Tractors, a joint venture between the Jiangling Motors
Company Group and Mahindra & Mahindra, started operations in July 2005. It will see
Mahindra &Mahindra further expanding the product range and developing more tractors
for China as well as other overseas markets.

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2B.9 Mahindra Tractors is one of India’s most innovative companies:-
Mahindra & Mahindra’s Farm Equipment Sector (FES) has featured in the top
10 list of most innovative Indian companies compiled by the Wall Street Journal as part
of its survey to determine Asia’s 200 most-admired and innovative companies.
The Asia 200 surveys is the ultimate performance review of Asia’s leading
companies. The survey takes into account key criteria including long-term vision,
innovation in responding to customer needs, quality of products and services, corporate
and financial reputation.
Innovation is the cornerstone of business at Mahindra Tractors which has
pioneered several innovative products and services in the recent past.
The Mahindra Shaan is one such product resulting from this culture of innovation.
India’s first multi- utility tractor, the Shaan helps in farming activities and facilitates
transportation as well. It has been designed keeping in mind the needs of the young and
progressive farmer – increased income and pride of ownership resulting from style,
comfort and modernity. The Shaan has led innovation in the tractor market and has
initiated the transition from a ‘product feature - price’ led business approach to a ‘value-
led innovation’ business approach. The product has positively impacted the lives of
several customers across the country, facilitating unique uses, such as mobile flour mills,
brick kiln operations, vegetable farming and transportation of farm produce, water tanker
haulage, transportation of goods and people.
In early 2007, Mahindra Tractors launched India’s first 5% bio-diesel tractor
which is the outcome of the sector’s relentless focus on R&D and its commitment to a
cleaner environment. The utilization of renewable Biodiesel as a fuel for transportation
vehicles is one of the significant technologies being developed for automotive application.
The Bio-Diesel programmed is one of Mahindra’s investments in India’s sustainable
economic development.
FES has been the market leader in the Indian tractor Industry for the last 25
years and ishistorically known for the superior quality of its products and focus on
customer centricity. It is also the only tractor company in the world to win both the
Deming Application Prize and the Japan Quality Medal, two of the highest quality
accolades which can be won by any company.

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2B.10 MAHINDRA& MAHINDRA TRACTOR SALES RISE BY 16%:
Mahindra & Mahindra announced that its tractor sales for the month of march
2014 stood at 7,000 units as compared to 6011 units for the same period last year,
recording a growth of16.45%
. Exports: -
They exports during march 2014 were 597 units as against 561 units for the
same period last year, recording a growth of 6.42%. Total sales (domestic and exports)
for the month were 7,597 units, as compared to 6,572 units for the same period last year,
recording growth of 15.59%.
Cumulatively, during this fiscal, Mahindra & Mahindra tractors sales in the
domestic market were 41,455 units as compared to 37,611 units for the April- August
quarter last year, recording a growth of 10.22%.
Shares of the company declined Rs 5.2, or 0.9%, to settle at Rs 572.85. The total
volume of shares traded was 15,411 at the BSE.
2B.11 M&M IN INDIA:-
MAHINDRA & MAHINDRA LTD. was established in 1962 at Mumbai. The
company is India's first large scale project based on totally indigenously & totally
indigenous design, know how & technology was promoted by the International Harvester
company of U.K.At present the name of owner of the company is Anand G Mahindra.
The Mahindra Factory is located at Akurli Road. Mumbai & their implement
division are at Nagpur. The factory is among the first to be set up in this Industrial town.
Its main marketing Department is at Worli Road, Mumbai.

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2B.12 GROWTHOF THE ORGANIZATION:-
Mahindra & Mahindra Ltd... Consist of 3 divisions.
1. Mahindra tractor Division.
2. Mahindra Jeep Division.
3. LCV Division FORD-ESCORT- MAHINDRA Collaboration.
Mahindra tractor Division started with annual capacity of 500 tractors & with
capacity of Rs 400 crores. It went into commercial production in the year 1962 with 35
HP ranges of tractor. At present the annual capacity of Mahindra Tractor division is 8000
tractors & with capacity of Rs 2000 crores.
The company is managed by seven Boards of Directors with Secretary, Deputy
Manager, and Chairman. The day to day operations are managed by the Managing
directors.
Having Mahindra & Mahindra established in the Indian Market. Mahindra
Tractor Division made a determined starts in 1995-96 year to establish itself in the
international market over the years, a large number of Mahindra tractors & implements
are operating in many countries like Australia, Pakistan, Brazil, Srilanka, and Alzeria. It
would be very glad that the pure Indian company with Indian technology export tractors
& the implements to other countries or foreign countries.
Most of the Mahindra & Mahindra Tractors are sold Foreign countries are 30
HP range of Model. But in Indian market 40 HP ranges of tractors is more demand.
Mahindra has 728 dealers in the entire country & it has 30 dealers in Karnataka.

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2B.13 Dynamic growth:-
During the 35 years of its existence, Mahindra & Mahindra tractors division has
not only expanded its tractors manufacturing capacity of tractors per annum but also
more product in to manufacturing range Mahindra has emerged as a major industrial
complex in India. The Mahindra is only one pure Indian company, without any alliance
of collaboration with any multinational countries which manufactured the machine tools.
Mahindra name is synonymous with the quality machine tools in the major
industrial concerns in India. Mahindra was not only manufactured tractors but also
manufactured harvesters, combines, forklifts, trucks, agriculture implements and
automobile castings. High technology, sophisticated tool room equipment and modern
R&D facilities, including computer aided designs and computerized testing machines,
blending with decade of experience of Indian conditions, has resulted in technology
relevant to Indian conditions.
The export performance, Mahindra has always been conscious that the quality if
its products lie in it acceptable in the world market, entry in export market means, it has
to know what sells abroad and it has to design its product according to network in India,
which will serve as a major source of competitive advantage.
The Indian tractor market is anxiously awaiting the arrival of global tractor
giants like John Deere, New- Holland, Same, Steyretc and the existing players have also
enhanced their product volumes, models range and quality. In this highly competitive
market- driven scenario, the complete purchase process shall focus around the customer
needs. At these crucial juncture, there shall be used to plan a series of multiple activities
to gear up all over business processes to face the future market where in we envisage that
“the customer will be king” and that “customer satisfaction” shall be the prime
consideration for all over systems.
Mahindra & Mahindra Tractors, also known as Mahindra & Mahindra
Limited - an Indian automobile company, is one of the largest tractor manufacturers in
the world.

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2B.14 M&M Ltd. Tractors record 19%growth in Sales in march 2015
Mumbai Tuesday march 1, 2015.
Mahindra & Mahindra’s Farm Equipment Sector (FES), a part of the U.S. $6.7
billion Mahindra Group, significantly consolidated its leadership position in the tractor
industry in June 2014.
For the month of march 2015, domestic sales of tractors of Mahindra & Mahindra
Ltd. were 11054 nos., a growth of 16% and exports during the month were 954 nos., a
growth of 69% over the corresponding month last year. Total sales for the month were
12008 nos., a growth of 19% over the corresponding month last year.
M&M is the third largest tractor company in the world. It is also the largest
manufacturer of tractors in India with sustained market leadership of around 25 years. It
designs, develops, manufactures and markets tractors as well as farm implements.
Mahindra & Mahindra grew from being a maker of army vehicles to a major
automobile and tractor manufacturer. It has acquired plants in Chinaand the United
Kingdomand has three assembly plants in the USA. M&M has partnerships with
international companies like Renault SA, France and International Truck and Engine
Corporation, USA.
World-class products with high quality, reliability, durability and multiple
features.
Not only in India one of the largest tractors, markets, it is also one of the few
growing markets in the world that is expected to saturate only by the year 2005, by when
it shall have a stable demand of around 3.5 lakh units per annum.
In the near future the customer will have a multiple variety of models to choose
from, not only in terms of quality, technology, reliability &overall economics. In this
scenario the role of a dealership for delivering total customer satisfaction through all its
thoughts, words and deeds becomes the single highest priority objective in the times to
come.

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2B.15 Distribution Network:-
The company has not only contributed by supplying a large number of tractors to
the Indian farmers but has also ensured proper backup services to help them operate.
Mahindra has a large network of sales, service, first aid centers &space parts dealers
spread throughout the length & a breadth of the country.
Mahindra has 728 dealers in the entire country. It has main dealers in Karnataka.
It is because of these well spread out facilities. That the ensures minimum downing time
of the tractors. The dealership have well equipped workshops having special tools and
equipment, field service motor- cycles to ensure prompt service is rendered at the door
steps of the farmer.
The demands for tractors in Indian market are as below.
The above table shows in the below diagram.
30%
20%
30%
10%
10%
PERCENTAGEOF DEMOND
475-DI 275-DI B-275 DI 665 ARJUNE OTHERS
MODELS PERCENTEGE OF DEMOND
475-DI 30
275-DI 20
B-275 DI 30
605 ARJUNE 10
OTHERS 10
TOTAL 100

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Major Milestones:-
1945
 October 2, Mahindra & Mohammed formed.
1948:
 The Company was renamed Mahindra & Mahindra Limited (M & M)
 Steel Trading business was started in association with suppliers in U.K.
1948:
 Business connections in USA through Mahindra Wallace.
1949:
 Wallace Steel trading on behalf of European suppliers.
 Jeep Assembly commenced.
1953:
 Otis Elevator Co. (India) established.
1954:
 Technical & Financial Collaboration with Willys Overland Corporation.
1957:
 Mahindra Owen formed - a JV with Rubery Owen& Co. Ltd., UK.
1962:
 Mahindra Ugine Steel Company (MUSCO) formed - a JV with Ugine
Kuhlmann,France.

Page 23
1963:
 International Tractor Co. of India (ITCI) formed - a JV with International
Harvester Co., USA.
1965:
 Vickers Sperry of India Ltd. a JV with Sperry Rand Corporation, USA.
 Manufacture of Light Commercial Vehicles commenced
1970:
 Mahindra Engineering & Chemical Products Ltd.(MECP) commenced
operations.
1971:
 International Harvester collaboration ended.
1975:
 Switch over to diesel vehicles in-house development.
1977:
 ITCI merges with M&M, to become its Tractor Division.
1979:
 License from Automobiles Peugeot, France for manufacture of XDP 4.90
DieselEngines.
1982:
 License from KIA for manufacture of 4 Speed Transmissions.
 "Mahindra" brand of tractors born.
 Siro Plats formed.

Page 24
1983:
 M&M becomes market leader in Indian Tractor Market. (Position retained
ever since)
1984:
 Mahindra Hellenic Auto Industries S.A. formed - a JV in Greece to assemble
and market utility vehicles in Europe.
1986:
 Mahindra British Telecom (MBT) formed - a JV with British
Telecommunications plc (BT), UK.
1987:
 Acquired International Instruments Ltd.
1989:
 Automotive Pressing Unit (now MUSCO Stampings) acquired from GKW
1991: Introduction of Commander Series.
1992:
 Triton Overwater Transport Agency Ltd., formed.
 Implementation of the Service Center project at Kanhe.
 Merged diverse activities of Steel, Machine Tools, and Graphics into
Intergrade Division.
1993:

Page 25
 Incorporation of MBT International Inc., USA, a wholly owned subsidiary of
MBT
 The Company’s maiden international offering – the US$ 75m GDR issue.
1994:
 Mahindra Realty & Infrastructure Developers Ltd. (MRIDL) formed
 Mahindra USA Inc., formed, for distribution of Tractors in the USA
 EAC Graphics (India) Ltd., formed in collaboration with The East Asiatic
Company Ltd. A/S, Denmark
1999:
 The Company acquired major stake in Gujarat Tractors.
2000:
 The Company unveils new logo.
 Mahindra Auto SpecialtiesLtd. a new 100% subsidiary is formed. M&M sets
up its first satellite tractor plant at Rudrapur.
 The Company launches New Age Tractor, the Mahindra Arjun 605 DI (60
HP tractor).
2003:
 M&M opens a second tractor assembly plant in USA.
 M&M Tractors awarded the prestigious Deming Prize for excellence in
Quality .
 The first tractor company in the world to receive the award.
 M&M launches India's first Turbo tractor - Mahindra Sarpanch 595 DI
Super Turbo. Scorpio wins National Award for R&D
. 2004:
 Launched the Mahindra World Tractor - a 75 HP tractor in the overseas market.

Page 26
 Formed a new Sector, Mahindra Systems and Automotive Technologies (MSAT), to
focus on developing components as well as offering engineering services.
 M&M becomes the first Indian company to achieve sales of one million tractors.
2005:
 Acquired 51% stake in SAR Transmission Private Limited, a company engaged in
manufacture of gears and transmission shafts.
 M&M Farm Equipment Sector launch operations in Australia.
 M&M becomes the first Indian auto manufacturer to launch the Common Rail Diesel
Engine (CRDe), offering it on the Scorpio.
 Acquired 80% stake in the JV with Jiangling Motors i.e. in Mahindra (China) Tractor
Company.
 The first tractor from the JV, Mahindra (China) Tractor Co. Limited, rolled out on 2 July
2005
2011:
 Mahindra & mahindra is armed with a contemporary brand identity to accomplish its
repositioning mission that started in 2011 “MAHINDRA RISE”
2012:
 Mahindra & mahindra company changed logo “Mahindra rise”
s
2015:
 Mahindra tractors sell 10,392 units in highest sell in India during march 2015.

Page 27
ORGNIZATION PROFILE:
BRIEF HISTORY OF THE DEALER:-
NAME OF ORGANIZATION SHREE PRAKASH MOTORS GADAG
OWNER NAME SHREE PRAKASH KARI
ESTABLISMENT 2012 Oct 14
VIHICALS BRAND “MAHINDRA TRACTORS”
ADDRESS A.P.M.C ROAD NEAR SBI BANK GADAG-
582102
CUSTEMER CARE NO: STD:08372-274919
MOB:9663366331
WEB SITE Www.prakashmotors@gmail.com
info@prakashmotors.com
AREA COVERD GADAG DISTRICT

Page 28
MANAGEMENT PROFILE
CHAIRMAN SHREE PRAKASH KARI
SALES MANAGER KUMAR KAMBLI
WORKSHOP MANAGER BASAVARAJ.N.M
SERVICE SUPERVISER SHRIRANGA.HUVILGOL
ACCOUNTANT LAXAMAN.KALABURAGI
TOTAL EMPLOYES IN SALES
DEPARTMENT
15
TOTAL EMPLOYES IN SERVICE
DEPARTMENT
17

Page 29
Show room
The showroom sports a uniform look and the service station is situated behind the
show room. The service station area however upgraded as per company specification. Mr.
Prakash kari are very good dealers in Gadag area. They are also having a skill of
marketing. Mr.Vijay. S the manager of the company, who is looking after all sales and
services of the firm. He has very good tractor mechanic in Gadag area. He is also having
a skill of marketing of tractors. In the beginning the firm initial capital was 600 and sale
of the tractor is 15 per month. The firm started to deal with Mahindra tractors &
implements and spare parts of the Mahindra tractors in the range 25 hp,30hp,33hp
36hp,40 hp.50 hp ,with regard to 225-DI,265-DI,365-DI,275-DI,B-275, 475-DI,585-DI
respectively. There is a large demand for the 295,275,475,575 tractors as other range of
tractors.

Page 30
Service center
The service station is situated at the back side of the show room so that they
can provide timely repairs, and other service like wash services, wheel
alignment, oil change etc to the customers within time. They also provide
after sales services like free services up to one year of purchase and
demonstrations...etc. The place of purchase and place of service are situated
at the same place and it would be economical to the customers as well as the
service providers.

Page 31
ORGANISATION STRUCTURE

Page 32
INFRASTRUCTUREFACILITIES:-
 Land and building:
The firm is having its own building. The office covers an area of
4125.0 square feet, East- west 75"feet, North-south 55 feet.
 Power:
The electric power requirement of the firm is of 150 to 250 unit’s pm. The
electric power consumer by the firm’s showroom is about 150 units and service attain
like water washing of vehicles etc., take the power consumption of 100 to 150 units.
 Machinery:
The firm is well equipped machines and tolls are used in services facilities
to vehicle the value of tool is the firm more than Rs. 1, 50,000.
 Recruited staff of the firm:
o General Manager.
o Sales manager.
o Workshop manager.
o Spares manager.
o Accounts staff.
o Mechanics
 Man power:
The firm has sufficient staff. There are 15members working in the
showroom. There are 17 foremen working in the showroom.
 Advertisement:
Advertisement is the main aims for create demand for the product in the
mind of the customer and improve the competitive strength. The dealer is advertisement
its vehicles through various media such as local news paper and states news papers,
magazines etc.

Page 33
2C.4 DEMAND FOR THE PRODUCT:
Generally the market is a medium to secure certain volume of sales. It is
mainly interested in the demand side of the market. Market consists of individuals and
group of people institution and corporate bodies, their needs, their resources, their buying
habits and their preferences. The success of the marketing is also depends on the ability
to forecast the strength and character of demand as it is the basis for allocation of
resources in business.
There are three variable factors that relate to tractors in market demand,
that is demographic variables (population pattern) to ascertain size of demand, effective
demand (purchasing power) to ascertain potential demand life style pattern of the
customers.
COMPANYDEMAND:-
Company demand is volume of sales expected under given environmental
conditions for a specific time. It is function of firm strategies marketing effort and
specific the amount of sales turnover which would be realized by a company under
different levels of company’s selling efforts. It is the market share of a company.
Mahindra tractors are one of the main products of Mahindra and Mahindra
ltd., this company is having collaboration with many foreign companies. But now it is
indigenous in manufacturing Mahindra.
Following points affect the increased demand for Mahindra tractors:-
1. Manufacturing tractors by incorporating the best technology available.
2. Superior quality of raw material used in production.
3. Tractors having good specification when compared to other tractors.
4. Good service given by the agency to customers after sale tractors.

Page 34
MARKETING MIX:-
Marketing of Mahindra tractors by Shree Prakash Motors:-
Shree Prakash Motors are one of the leading dealers of M Mahindra tractors.
The firm has commenced marketing of Mahindra tractors since. The firm has to face
many difficulties in the beginning to create primary demand for tractors. Today it is very
popular through the salesman and advertisement. The salesman travels through the
several villages in Gadag district.
Modern Marketing refers to all those activities involved identifying the present and
potential requirement of the consumers for goods and services and in securing the
distribution of those goods and services form the centers of production to place where
these are wanted and at a time they are wanted. Therefore modern marketing is failed to
be consumer oriented and it begins before production and also succeeds production.
PRODUCTS:
Ranges of tractors are,
SI NO MODEL HP
1 Mahindra 265DI BP 30
2 Mahindra 265 DI NST 30
3 Mahindra 275 DI BP 39
5 Mahindra 295DI TURBO 39
8 Mahindra 475 NST OIB 42
11 Mahindra 575 DI NST OIB 45
12 Mahindra 555 ARJUN 52
13 Mahindra 595 ARJUN TURBO 52
14 Mahindra 605 ARJUN NOVO 60
15 Mahindra YUVARAJ 215 15

Page 35
PRODUCTSPROFILE :
MAHINDRA SARPANCH 265DI: 30 HP ENGINE:
o Type: MDI 1895
o Horse Power: 30 HP
o No. of Cylinders: 3
o Displacement: 1892
o CC Rated RPM: 2300 RPM
o Air Cleaner: 3 stage oil bath with Pre-cleaner
o Cooling System: Water cooled
TRANSMISSION:
o Type: Sliding Mesh
o No. of Gears: 8F + 2R
CAPACITY:
o Fuel Tank: 55 Ltrs.
o Engine oil sump: 6 Ltrs.
o Cooling System: 7.95 Ltrs.
o Transmission case: 23 Ltrs.

Page 36
MAHINDRA BHOOMIPUTRA265 DI ENGINE:
o Type: MDI 1895
o HorsePower: 30 HP
o Displacement: 1892 CC
o Rated RPM: 2300 RPM
TRANSMISSION:
o Type: Sliding Mesh Max.
o Speed- Front: 29.25 KMPH Max
o . Speed- Back: 12.2 KMPH
CAPACITY:
o HYDRAULICS: Max.
o Weight Carried: 1000 KG

Page 37
MAHINDRA BHOOMIPUTRA255 DI ENGINE:
o Type: MDI 2500
o TRANSMISSION:
o Type: Sliding Mesh Max.
o Speed- Front: 30.48 KMPH Max.
o Speed- Back: 12.72 KMPH
o CAPACITY:

Page 38
MAHINDRA BUMIPUTRA595 DI SUPER TURBO: 52 HP ENGINE:
o Type: MDI 3000 TC
o Air Cleaner: Dry air cleaner with Pre-cleaner
TRANSMISSION:
o Type: Concentrate Mesh
o No. of Gears: 8F + 2R CAPACITY:
o Engine oil sump: 9.4 Ltrs.
o Cooling System: 7.95 Ltrs.
o Transmission case: 25 Ltrs.
o Hydraulics: 11.5 Ltrs.
DIMENSION:
o Max. Length: 3650 M.M Max.
o Height: 2180 M.M
o Wheel Base: 1970 M.M
o Weight: 2160 K.G. (With full of Fuel, Oil and Water

Page 39
 MAHINDRA ARJUN 555 ENGINE:
o Model: NE 452
o Air Cleaner: Dry air cleaner with Clog Indicato
TRANSMISSION:
o Type: Full constant mesh with Neutral safety switch .
o No. of Gears: 8F + 2R CAPACITY: Fuel Tank: 65 Ltrs.
MAHNIDRA ARJUN NOVO (NEW MODALE)

Page 40
MAHINDRA YUVARAJ 1 CYLINDAR TRACTOR
o Model: 125 HP
o Horse Power: 2HP
o Air Cleaner: Dry air cleaner with Clog Indicato
TRANSMISSION:
o Type: Full constant mesh with Neutral safety switch .
o No. of Gears: 4F + 2R
CAPACITY:
o Fuel Tank: 20Ltrs.

Page 41
PRICE LIST OF TRACTORS:-
SI NO MODEL HP TOTAL RS
1 265DI BP 30 432996
2 265 DI NST 30 450301
3 275 DI BP 39 462489
4 275 DI NST 39 470500
5 295DI TURBO 39 460889
6 475 DI BP 42 475153
7 475 DI NST 42 492049
8 475 NST OIB 42 497559
9 575 DI BP 45 519819
10 575 DI NST 45 544111
11 575 DI NST OIB 45 549620
12 555 ARJUN 52 591790
13 595 ARJUN TURBO 52 562943
14 605 ARJUN 60 595943
15 605 ARJUN NOVO 64 630100
16
YUVARAJ 215
20 280000

Page 42
TRACTOR SPARESPARTS:-
There are so many parts of tractors, they are;-
 Intake manifold winter related parts.
 Oil pump and oil pan.
 Oil fitter and related parts.
 Manifold as export system.
 Crank shaft fly wheel and related parts.
 Dual range and speed transmission gear.
 Powers take of an assembly.
 Clutch control.
 Clutch assembly.
 Radio and related parts.
 Water pumps parts.
 Fuel system
 Injection assembly.
 Air cleaner assembly.
 Throttle controls.
 Fuel Injection pump.
 Injection pumps governor.
 Fuel filters assembly.
 8-Speed transmission gearshift leaver and related parts.
 Hydraulic lift cover.
 Hydraulic cylinder.
 Hydraulic shaft.
 Hydraulic system
 Hydraulic linkage and related parts.
 Hydraulic pump assembly.
 Flow control value and related parts.
 Center housing and related parts.
 Differential locks linkage parts.
 Rare and differential related parts.
 Steering gear assembly.
 Electrical system of R.H and L.H.
 Gear right and wringing. Battery and Battery support.
 Storing motor drive and relay assembly.
 Deluxe seal assembly.
 Front wheel assembly.
 Standard rear wheels.
 Break and break controller.
 Front oxlestreeing and related parts.

Page 43
Literature review
3 Customer Satisfactions After Sales & Service:-
Customer satisfaction is one of the main objectives of any organization. Every
organization tries to know the customer satisfaction about their products. So a study on customer
satisfaction helps the organization as well as me to gain a vast knowledge over the real world
tastes and preferences of customer .
Whether the buyer is satisfied after purchase depends on the offers performance in
relation to the buyer’s expectations. In general satisfaction is a person’s feelings of pleasure or
disappointment resulting from comparing a products perceived performance in relation to his or
her expectations.
As this definition makes clear, satisfaction is a function of perceived performance and
expectations. If the performance falls short of expectations, the customer is dissatisfied. If the
performance matches the expectations, the customer is satisfied. If the performance exceeds
expectations, the customer is highly satisfied or delighted.
Many companies are aiming for high satisfaction because customers who are just satisfied
still find it easy to switch when a better offer comes along. Those who are highly satisfied are
much less ready to switch. High satisfaction or delight creates an emotional bond with the brand,
not just a rational preference. The result is high customer loyalty. Xerox’s senior management
believes that a very satisfied or delighted customer is worth 10 times as much to the company as
a satisfied customer. A very satisfied customer is likely to stay with Xerox many more years and
buy more than a satisfied customer will.
How do buyers form their expectations? From past buying experience, friends and
associates advice and marketers and competitors information and promises. If marketers raise
expectations too high, the buyer is likely to be disappointed, for example, holiday inn ran a
campaign a few years ago called ‘no surprises’ yet hotel guests still encountered a host of
problems, and holiday inn had to withdraw the campaign. However, if the company sets
expectations too low, it won’t attract enough buyers (although it will satisfy those who do buy).

Page 44
Some of today’s most successful companies are raising expectations and delivering
performances to match. These companies are aiming for tcs- total customer satisfaction. Xerox
for example, guarantees ‘total satisfaction’ and will replace at its expense any dissatisfied
customer’s equipment within a period of three years after purchase. Cigna advertises “well never
is 100% satisfied until you are, too.” And one of Honda’s ads says: “one reason our customers
are so satisfied is that we aren’t.” Nissan invites potential infinity buyers to drop in for a “guest
drive” (not a “test drive”) because the Japanese word for customer is “honored guest.” Look at
what high satisfaction can do a customer’s decision to be loyal or to defect is the sum of many
small encounters with the company.
Customer support following the purchase of a product or service. In some cases, after-
sales service can be almost as important as the initial purchase. The manufacturer, retailer, or
service provider determines what is included in any warranty (or guarantee) package. This will
include the duration of the warranty€"traditionally one year from the date of purchase, but
increasingly two or more years “maintenance and/or replacement policy, items
included/excluded, labor costs, and speed of response. In the case of a service provider, after-
sales service might include additional training or helpdesk availability. Of equal importance is
the customer's perception of the degree of willingness with which a supplier deals with a
question or complaint, speed of response, and action taken. Quality, price, and service are three
factors are critical to the success of any export sales effort.
Quality and price are addressed in earlier chapters. Service, which is addressed here,
should be an integral part of any company's export strategy from the start. Properly handled,
service can be a foundation for growth. Ignored or left to chance, it can cause an export effort to
fail.
Service is the prompt delivery of the product. It is courteous sales personnel. It is a user or
service manual modified to meet your customer's needs. It is ready access to a service facility. It
is knowledgeable, cost-effective maintenance, repair, or replacement. Service is location. Service
is dealer support.

Page 45
3.1 Service Delivery Options:
Service is an important factor in the initial export sale and ongoing success of
products in foreign markets. U.S. firms have many options for the delivery of service to foreign
buyers.
A high-cost option - and the most inconvenient for the foreign retail, wholesale,
commercial, or industrial buyer - is for the product to be returned to the manufacturing or
distribution facility in the United States for service or repair. The buyer incurs a high cost and
loses the use of the product for an extended period, while the seller must incur the export cost of
the same product a second time to return it. Fortunately, there are practical, cost-effective
alternatives to this approach.
If the selected export distribution channel is a joint venture or other partnership
arrangement, the overseas partner may have a service or repair capability in the markets to be
penetrated. An exporting firm's negotiations and agreements with its partner should include
explicit provisions for repairs, maintenance, and warranty service. The cost of providing this
service should be negotiated into the agreement.
For goods sold at retail outlets, a preferred service option is to identify and use local
service facilities. Though this requires up-front expenses to identify and train local service
outlets, the costs are more than repaid in the long run.
For example:- A leading Canadian manufacturer of consumer personal care items
uses U.S. distributors and sales representatives to generate purchases by large and small retailers
across the United States. The products are purchased at retail by individual consumers. The
Canadian firm contracted with local consumer electronic repair facilities in leading U.S. cities to
provide service or replacement for its product line. Consequently, the manufacturer can include a
certificate with each product listing "authorized" local warranty and service centers.
There are administrative, training, and supervisory overhead costs associated with such a
warranty and service program. The benefit, however, is that the company is now perceived to be
a local company that competes on equal footing with domestic U.S. manufacturers. U.S.
exporters should keep this example in mind when entering foreign markets.

Page 46
Exporting a product into commercial or industrial markets may dictate a different
approach. For the many U.S. companies that sell through distributors, selection of a
representative to serve a region, a nation, or a market should be based not only on the
distributing company's ability to sell effectively but also on its ability and willingness to service
the product.
Assessing that ability to service requires that the exporter ask questions about existing
service facilities; about the types, models, and age of existing service equipment; about training
practices for service personnel; and about the firm's experience in servicing similar products.
If the product being exported is to be sold directly to end users, service and timely
performance are critical to success. The nature of the product may require delivery of on- site
service to the buyer within very specific time parameters. These are negotiable issues for which
the U.S. exporter must be prepared. Such on-site service may be available from service
organizations in the buyer's country; or the exporting company may have to send personnel to the
site to provide service. The sales contract should anticipate a reasonable level of on-site service
and should include the associated costs. Existing performance and service history can serve as a
guide for estimating service and warranty requirements on export sales, and sales can be costed
accordingly. This practice is accepted by small and large exporters alike.
At some level of export activity, it may become cost-effective for a U.S. company to
establish its own branch or subsidiary operation in the foreign market. The branch or subsidiary
may be a one-person operation or a more extensive facility staffed with sales, administration,
service, and other personnel, most of whom are local nationals in the market. This high-cost
option enables the exporter to ensure sales and service quality, provided that personnel are
trained in sales, products, and service on an ongoing basis. The benefits of this option include the
control it gives to the exporter and the ability to serve multiple markets in a single region.
Manufacturers of similar or related products may find it cost-effective to consolidate
service, training, and support in each export market. Service can be delivered by U.S.- based
personnel, a foreign facility under contract, or a jointly owned foreign-based service facility.
Despite its cost benefits, this option raises a number of issues. Such joint activity may be
interpreted as being in restraint of trade or otherwise market controlling or monopolistic.

Page 47
3.2 Ten Rules for GreatCustomerService:
Think about the last time you had a negative buying experience. Did an e-commerce
site fail to respond to your email query? Did a sales associate at your neighborhood computer
store fail to know the difference between a floppy drive and a hard drive? Perhaps you were left
on hold for an inordinate “Efficient and affordable online customer service training”.
Amount of time when you called a mail-order company's toll-free line.
Negative buying experiences are almost always linked to shoddy customer service.
Even though most businesses claim that they put people first, it's rare to find good customer
support.
But customer service isn’t extinct. In fact, after consumer groups and the media took
potshots last year at e-commerce sites for leaving customers in the lurch, many businesses began
to focus more attention on their service.
Strong customer service is a business essential.
Providing it isn’t as difficult if you and your employees achieve these 10 basic rules:
 Commit to quality service. Everyone in the company needs to be devoted to creating a
positive experience for the customer. Always try to go above and beyond customer
expectations.
 Know your products. Convey an articulate and in-depth knowledge of products and
services to win customer trust and confidence. Know your company’s products, services,
and return policies inside and out. Try to anticipate the types of questions that customers
will ask. Update and amend your FAQ page frequently.
 Know your customers. Try to learn everything you can about your customers in order
to tailor your service approach to their needs and buying habits. Talk to customers about
their experience with your company, and listen to their complaints. In this way, you can
get to the root of customer dissatisfaction.
 Treat people with courtesy and respect. Remember that every time that you, your
employees, and your colleagues make contact with a customer — whether it’s by email,
phone, written correspondence, or a face-to-face meeting — the interaction leaves an
impression with that customer. Use conciliatory phrases — "Sorry to keep you waiting,"
"Thanks for your order," "You’re welcome," and "It’s been a pleasure helping you" — to

Page 48
demonstrate not only your commitment to customer satisfaction but your dedication to
courtesy.
 Never argue with a customer. You know very well that the customer isn’t always
right. However, it is important that you do not focus on the missteps of a particular
situation; instead, concentrate on how to fix it. Research shows that 7 out of 10 customers
will do business with a company again if that business resolves a complaint in their favor.
 Don’t leave customers in limbo. Repairs, callbacks, and emails need to be handled
with a sense of urgency. Customers want immediate resolution, and if you can give it to
them, you will probably win their repeat business. Research shows that the instance of
repeat business goes up to 95 percent when complaints are resolved on the spot.
 Always provide what you promise. Fail to do this and you’ll lose both credibility and
customers. If you guarantee a quote within 24 hours, get the quote out in a day or less. If
and when you neglect to make good on your promise, apologize to the customer and offer
some type of compensation, such as a discount or free delivery. Overall, only make
promises that you are confident that you and your business can keep.
 Assume that your customers tell the truth. Even though it may appear that customers
lie to manipulate a situation to their advantage, it is to your advantage to give them the
benefit of the doubt. The majority of customers don’t like to complain; in fact, they’ll go
out of their way — perhaps all the way to a competitor — to avoid it. If you hear
unhappy rumblings from your customers, take their complaints to heart and do your best
to appease their dissatisfaction.
 Focus on making customers — not on sales. Salespeople, especially those who get
paid on commission, sometimes focus on the volume instead of on the quality of the sale.
Remember that to keep a customer’s business is more important than to close a sale.
Research shows that it costs six times more to attract a new customer than it does to keep
an existing one. Moreover, happy customers are the best and most effective way to find
new customers.
 Make it easy to buy. The buying experience in your store, on your Web site, or
through your catalog should be as easy as possible. Eliminate unnecessary paperwork and
forms, help people to find what they need, explain how products work, and do whatever
else you can to facilitate transactions.

Page 49
3.3 Assuring Customer Satisfaction:
"Those who enter to buy, support me. Those who come to flatter, please me. Those
who complain, teach me how i may please others so that more will come. Only those who
hurt me are displeased but do not complain. They refuse me permission to correct my
errors and thus improve my service." - Marshall Field.
The attitude of the professional is summed up in this statement. It establishes the
customer as the person to whom you are responsible. Customers support you; therefore,
they deserve vip treatment.
When your customers are happy, you are happy. When they complain, you are
unhappy, but you examine the complaint calmly and see it as an opportunity to learn as
well as satisfy their needs. The quote echoes the fear that customers will not vocalize
their dissatisfaction, but instead take their business elsewhere.
There's another quote that's even more important to salespeople and companies
immediately upon making a sale—
"The sale begins when the customer says...yes."
In the old days, it used to be, "the sale begins when the customer says...no," but
that's a totally inappropriate attitude to embrace in today's customer-driven business
environment.

Page 50
3.4 Keeping your customers happy
Since your first concern is customer satisfaction you should be aware of some
emotional stumbling blocks in your path:
selective perception, user error and buyer's remorse. Selective perception is the
process in which a person sees only selected details from the entire picture. This attention
to detail is sometimes petty. For example, a customer may have a new copying machine
that works like a charm, but he is irritated by the sound of the motor. He focuses only on
what is wrong rather than what is right.
This occurs because buyers expect their purchases to be perfect. Regardless of
the purchase price, they figure that for what they spent, they deserve perfection. When
you encounter someone who practices selective perception, evaluate the situation to
determine if the complaint is reasonable or exaggerated.
If it is exaggerated, try to resolve the problem by pointing out benefits and
features that compensate. Put the negative detail in a different perspective for your client
so that it becomes one small part of the total picture.
Many sales involve the installation of a new system or piece of equipment, and
the buyer or their employees must be trained to use it. Their successful use of the
equipment depends upon the effectiveness of the training, and it is imperative that the
salesperson follows through after the training period to make sure the client uses the
purchase properly.
It is not uncommon for people to forget 75 percent of what they hear after two days.
This can cause "user error", which will significantly affect the outcome of your test and
may prevent your client from reaching his success criteria.
Often a client will be unhappy about a purchase and not realize that it is due to
improper operation. The more complex something is, the more training it requires using it
properly. In the interest of implementing the product quickly, users may settle for
incomplete training or become sloppy in their application of good training. In any case,
look for user error whenever a success criterion is not reached.
"Buyer’s remorse" refers to the regret that a buyer feels after making a purchase. It
could be caused by selective perception, user error, or the client's error. Whatever the
reason, the full benefits of the product are not realized.

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3.5 Handling customer complaints
Whether your customer's complaint is legitimate or not, follow it up with a
service call. Whenever possible, do it personally instead of sending someone from the
customer service department. It provides the personal service that your customer
appreciates and it may obviate the need for a technician or serviceman to call. As an
alternative, both of you can go together to handle customer complaints.
Keep the following guidelines in mind:
 Don't procrastinate making the call.
Often the problem is not as serious as it sounds. Some customers "read
the riot act" when they call about a complaint. A delay in responding will only irritate
your client more.
 Admit mistakes and apologize.
Just because you made the sale does not mean you can become defensive about
your company, product or service. Even the most reputable companies make mistakes and
have problems with their products. You may want to restate the customer's complaint to show
that you are listening and have an understanding of the problem.
 Show compassion for your customer.
Whether the complaint proves to be true or false, show your customer that you are
concerned and will investigate the problem immediately. Help the customer calm down by
saying, "i can understand why you feel the way you do."
 Actively listen to your customer's complaint.
Talking will make him feel less anxious about it. Let your customer "vent" his
feelings before you react to the situation. Be sympathetic and encourage the customer to
"blow up." afterward, he'll feel better; this means he'll be in a better frame of mind.
 Don't pass the buck to your company or someone else within it.
This may take the blame off you, but it undermines the integrity and organization
of the company, and your customer will lose confidence in your firm.

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3.6 Maintaining customersatisfaction
The philosophy behind maintaining your customers is simple; now that you
have them, maintain them. When you consider the amount of time and money invested in
them, you cannot afford to lose them. This investment goes beyond your personal
expenditures. It also includes your firm's advertising and marketing costs to reach that
particular market segment. Your customers, therefore, should be treated as if the life of your
business depended on them - which it does!
Find below the different ways to keep your customer’s satisfied after Sales & Services,
1. Show them that you think of them. Send them helpful newspaper clippings or articles,
cartoons related to their business and "here's an idea i thought you'd enjoy" notes. Send your
clients Christmas/new year's cards, birthday cards, and thank you notes.
2. Drop by to show them new products and brochures and offer additional services. Always
make an appointment before making your call! Respect your clients' time as you do your own.
3. Offer a sample gift to enhance the use of your product. See how they are utilizing your
product or service and suggest other ways that they can benefit from it. They may not be
realizing its full potential.
4. Offer "customer discounts" on new products or services to encourage additional business.
5. When new employees are hired, offer to train them free of charge in the use of your product.
6. Repay or compensate them for lost time or money caused by problems encountered with
your product. If you pinch pennies, your customer may do the same.
7. Be personal. Record details about your client's life and enter these in your file. It's so much
nicer to say to someone, "how is bob?" rather than, "how's your husband?"
8. Tell the truth. Lies have a way of coming back to haunt you.
9. Accept returns without batting an eyelash. In the long run, they are much less expensive
than finding a new customer.
10. Be ethical. Keep all your information about the account confidential.

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3.8 Customer satisfactionin 7 steps:-
It's a well-known fact that no business can exist without customers. In the business of website
design, it's important to work closely with your customers to make sure the site or system you
create for them is as close to their requirements as you can manage. Because it's critical that
you form a close working relationship with your client, customer service is of vital importance.
What follows are a selection of tips that will make your clients feel valued, wanted and loved.
3.8.1. Encourage face-to-face dealings:
This is the most daunting and downright scary part of interacting with a customer. If
you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured,
though, it does get easier over time. It's important to meet your customers face to face at least
once or even twice during the course of a project.
3.8.2. Respond to messages promptly & keepyour clients informed:
This goes without saying really. We all know how annoying it is to wait days for a
response to an email or phone call. It might not always be practical to deal with all customers'
queries within the space of a few hours, but at least email or call them back and let them know
you've received their message and you'll contact them about it as soon as possible. Even if
you're not able to solve a problem right away, let the customer know you're working on it.
A good example of this is my web host. They've had some trouble with server
hardware which has caused a fair bit of downtime lately. At every step along the way i was
emailed and told exactly what was going on, why things were going wrong, and how long it
would be before they were working again. They also apologies repeatedly, which was nice.
Now if they server had just gone down with no explanation i think i'd have been pretty
annoyed and may have moved my business elsewhere. But because they took time to keep me
informed, it didn't seem so bad, and I at least knew they were doing something about the
problems. That to me is a prime example of customer service.

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3.8.3. Be friendly and approachable:
A fellow site pointer once told me that you can hear a smile through the phone. This
is very true. It's very important to be friendly, courteous and to make your clients feel like
you're their friend and you're there to help them out. There will be times when you want to
beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital
that you keep a clear head, respond to your clients' wishes as best you can, and at all times
remain polite and courteous.
3.8.4. Have a clearly defined customer service policy:
This may not be too important when you're just starting out, but a clearly defined
customer service policy is going to save you a lot of time and effort in the long run. If a
customer has a problem, what should they do? If the first option doesn't work, then what?
Should they contact different people for billing and technical enquiries? If they're not satisfied
with any aspect of your customer service, whom should they tell?
There's nothing more annoying for a client than being passed from person to person,
or not knowing who to turn to. Making sure they know exactly what to do at each stage of
their enquiry should be of utmost importance. So make sure your customer service policy is
present on your site -- and anywhere else it may be useful.
3.8.5. Attention to detail (also known as 'the little niceties'):
Have you ever received a happy birthday email or card from a company you were
a client of? Have you ever had a personalized sign-up confirmation email for a service that
you could tell was typed from scratch? These little niceties can be time consuming and aren't
always cost effective, but remember to do them.
Even if it's as small as sending a happy holidays email to all your customers, it's
something. It shows you care; it shows there are real people on the other end of that screen or
telephone; and most importantly, it makes the customer feel welcomed, wanted and valued.

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3.8.6. Anticipate your client's needs & go out of your way to help them out:
Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.
3.8.7. Honor your promises:
It's possible this is the most important point in this article. The simple message:
when you promise something, deliver. The most common example here is project delivery
dates.
Clients don't like to be disappointed. Sometimes, something may not get done, or you
might miss a deadline through no fault of your own. Projects can be late, technology can fail
and sub-contractors don't always deliver on time. In this case a quick apology and assurance
will not make the customer feel disappointed
Conclusion:
Customer service, like any aspect of business, is a practiced art that takes time and
effort to master. All you need to do to achieve this is to stop and switch roles with the
customer. What would you want from your business if you were the client? How would you
want to be treated? Treat your customers like your friends and they’ll always come back.

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RESEARCHMETHODOLOGY
A research process consists of stages or steps that guide the project from its conception
through the final analysis, recommendations and ultimate actions. The research process
provides a systematic, planned approach to the research project and ensures that all aspects of
the research project are consistent with each other.
Research studies evolve through a series of steps, each representing the answer to a key
question.
INTRODUCTION:-
This chapter aims to understand the research methodology establishing a
framework of evaluation and revaluation of primary and secondary research. The techniques
and concepts used during primary research in order to arrive at findings; which are also dealt
with and lead to a logical deduction towards the analysis and results.
4.1.1 Qualitative Research:
Qualitative research allows you to explore perceptions, attitudes and motivations and
to understand how they are formed. It provides depth of information which can be used in its
own right or to determine what attributes will subsequently be measured in quantitative
studies. Verbatim quotes are used in reports to illustrate points and this brings the subject to
life for the reader. However, it relies heavily on the skills of the moderator, is inevitably
subjective and samples are small. Techniques include group discussions/workshop sessions,
paired interviews, individual in-depth interviews and mystery shopping (where the researcher
plays the role of a potential student, etc in order to replicate the overall experience).

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4.1.2 Quantitative research:
Quantitative research is descriptive and provides hard data on the numbers of people
exhibiting certain behaviors’, attitudes, etc. It provides information in breadth and allows you
to sample large numbers of the population.
4.1.3 Descriptive Research:
Descriptive research is used to obtain information concerning the current status of the
phenomena to describe "what exists" with respect to variables or conditions in a situation. The
methods involved range from the survey which describes the status quo, the correlation study
which investigates the relationship between variables, to developmental studies which seek to
determine changes over time.
 Statement of the problem.
 Identification of information needed to solve the problem.
 Selection or development of instruments for gathering the information.
 Identification of target population and determination of sampling procedure.
 Design of procedure for information collection.
 Collection of information.
 Analysis of information.

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• Primary data:-
Personal interview with dealers and user of tractors has been used as survey
technique for collecting data. The dealers of different branches of tractor were also
enquired about question depending on circumstances. The survey has been made by using
primary data and secondary data.
The primary sources consist of collected from dealers of different branches and
tractors owners and agriculturist. The secondary data has been collected from
encyclopedias, survey of Indian agriculture, Technical journals and news paper reports.
• Secondarydata:-
These are the sources contain data, which have been collected and compared for
some other purpose. The secondary source consists of readily available components and
already compiled statistical statement and reports whose data may be used for study.
Secondary data have been collected from many sources. The major sources of secondary
data are given below.
 Reports/records
 Websites
 Organizations old data

Page 59
4.2 DETERMINATIONTHE SAMPLE PLAN AND SAMPLE SIZE:-
4.2.1 TARGET POPULATION:-
It is a description of the characteristics of that group of people from whom a course is
intended. It attempts to describe them as they are rather than as the describer would like them to
be. Also called the audience the audience to be served by our project includes key demographic
information (i.e.; age, sex etc.).The specific population intended as beneficiaries of a program.
This will be either all or a subset of potential users, such as adolescents, women, rural residents,
or the residents of a particular geographic area. Topic areas: Governance, Accountability and
Evaluation, Operations Management and Leadership.
A population to be reached through some action or intervention; may refer to groups with
specific demographic or geographic characteristics. The group of people you are trying to reach
with a particular strategy or activity. The target population is the population I want to make
conclude an ideal situation; the sampling frames to matches the target population. A specific
resource set that is the object or target of investigation. The audience defined in age, background,
ability, and preferences, among other things, for which a given course of instruction is intended.

Page 60
I have selectedthe sample trough Simple random Sampling
SAMPLE SIZE:
This involves figuring out how many samples one need.
The numbers of samples you need are affected by the following factors:
•Project goals
•How you plan to analyze your data
•How variable your data are or are likely to be
•How precisely you want to measure change or trend
•The number of years over which you want to detect a trend
•How many times a year you will sample each point
•How much money and manpower you have
I have targeted 50 people in the age group above 21 years for the purpose of the research.
The target population influences the sample size. The target population represents the Gadag
regions. . The people were from different professional backgrounds.

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Research Design
The research study was made keeping in mind the various factors that were worked out in
informal discussion with the Shree Prakash Motors Gadag, that would be included as a research
object and the study can be based on the objectives.
4] Steps in the ResearchDesign
1. Define the research problem
2. Estimate the value of Information
3. Select the data collection method
4. Select the measurement technique
5. Select the Sample
6. Select the Analytical Approach
7. Evaluate the ethics of the Research
8. Prepare the Research Proposal
4.2. 1. Define the researchproblem
To analysis customer’s satisfaction level and Response with respect to Shree Prakash
motors,Gadag.
4.2.
2. Estimate the value of Information
The value of information should exceed the expected cost. I am conducting the
Stratified Random Sampling method.
Sample sizes for my research will 50 in numbers.
4.2.
3. Selectthe data collectionmethod
I will Decided to go for survey methods i.e., stratified random sample. Using the
questionnaire conducting the survey and using Dichotomous (close-ended), rating scale and
open-ended questions.

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4.2
4. Selectthe measurement technique
Descriptive type of research, using the questionnaire with rating scale, open &
close- ended questions.
4.2.
5. Selectthe Sample
The sample would be Individual owners of Mahindra vehicle , In Gadag. Dist
4.2.
6. Selectthe Analytical Approach
Analyzing the collected information with the help of percentages (%) using SPSS
software. 16.2.
7. Evaluate the ethics of the Research
The collected information (data) will be used for solving the management problem and
not for any non-ethical objects; the main objectives will be addressed.
4.2.
8. Prepare the Research Proposal:
As the customers visit were going down from few years in the Shree Prakash
motors Gadag So the management wants to know what are the Customers expectation and
responses towards Shree Prakash motors,Gadag.
For this purpose there was need to know the Customer satisfaction level regarding after
sales services of Mahindra and Mahindra at Shree Prakash motors,Gadag.

Page 63
Data analysis & Interpretation
ANALYSIS OF CUSTOMER SATISFACTION AFTER SALES & SERVICES
THROUGH QUESTIONNAIRE
1. WHICH MAHINDRA TRACTOR DO YOU OWN?
Interpretation:
According to my survey out of 50 peoples are own by 225DI engine 2 peoples,275DI
engine 22 peoples,475 DI 9 peoples,575DI 9 peoples,555 arjun 3,605 arjun 6 owned by mahindra
tractors.
WHICH TRACTOR
Frequency Percent Valid Percent
Cumulative
Percent
Valid 265DI 1 2.0 2.0 2.0
275 DI 22 44.0 44.0 46.0
475 DI 9 18.0 18.0 64.0
575 DI 9 18.0 18.0 82.0
555 DI 3 6.0 6.0 88.0
605 DI 6 12.0 12.0 100.0
Total 50 100.0 100.0

Page 64
2. AGE GROUP
* AGE Cross tabulation
AGE
Total20-30 30-40 40-50 ABOVE 50
WHICHTRACTORE 265DI 0 0 0 1 1
275 DI 6 12 3 1 22
475 DI 2 5 2 0 9
575 DI 2 5 2 0 9
555 DI 2 1 0 0 3
605 DI 3 2 1 0 6
Total 15 25 8 2 50
Interpretation:
Out of 50 peoples are in owned by mahindra tractors in age group wige 20-30,in
15 vehicels, 30-40 in 25 vehicels,40-50 in 8 vehicels,above 50 in 2 peoples in the surve .

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3. OCCUPATION.
OCCUPATION Cross tabulation
OCCUPATION
TotalFORMER COMMERCIAL
WHICHTRACTORE 265DI 1 0 1
275 DI 13 9 22
475 DI 8 1 9
575 DI 7 2 9
555 DI 2 1 3
605 DI 2 4 6
Total 33 17 50
Interpretation:
According my survey out of 50 peoples are Formers 33 peoples, commercial 17
peoples in intract with me.

Page 66
4. WHAT DO YOU FEEL ABOUT SERVICE CENTER RESPONSE TOWORDS CUSTOMRS
RESPONACE Cross tabulation
RESPONACE
TotalEXCELLENT GOOD BETTER
WHICHTRACTORE 265DI 0 1 0 1
275 DI 3 15 4 22
475 DI 4 4 1 9
575 DI 6 1 2 9
555 DI 0 3 0 3
605 DI 2 2 2 6
Total 15 26 9 50
Interpretation:
In this survey out 50 respondent are service center employees are response to the
customers in rated by Excellent 15% responder rated and Good 26% responder rated and Better
9% responder rated by the survey.

Page 67
5. DOES NOT AUTHORIZED SERVICE STATION HAVE SOPHISTICATED
EQUIPMENTS
Interpretation:
Out of 50 respondent 13% of the people strongly agree about the Equipments &
30% of peoples agree & 7% peoples diss agree of the peoples says of the sophisticated
equipments.
EQUIPMENT Cross tabulation
EQUIPMENT
Total
STRONGLYAG
REE AGREE DISSAGREE
275 DI 9 11 2 22
475 DI 1 7 1 9
575 DI 3 6 0 9
555 DI 0 1 2 3
605 DI 0 4 2 6
Total 13 30 7 50

Page 68
6. DOES AUTHORIZED SERVICE STATION HAVE SUFFICIENT AND GENUINE
SPARES?
GENUINESPARE Cross tabulation
GENUINESPARE
Total
STRONGLY
AGREE AGREE DISSAGREE
275 DI 2 18 2 22
475 DI 2 7 0 9
575 DI 4 5 0 9
555 DI 0 3 0 3
605 DI 0 6 0 6
Total 8 40 2 50
Interpretation:
Out of 50 respondents 8% of the peoples strongly about genuine spares & 40%
peoples agree and 2% diss agree for the genuine spares.

Page 69
7. HOW DO YOU FEEL THE EXPERIENCE AT THE SERVICE CENTER?
Interpretation:
According to my survey 50 respondents experience about the service center in
48% of peoples are satisfied and 2% of peoples not satisfied with the service center.
EXPERIANCE Cross tabulation
EXPERIENCE
TotalSATISFIED NOT SATISFIED
275 DI 20 2 22
475 DI 9 0 9
575 DI 9 0 9
555 DI 3 0 3
605 DI 6 0 6
Total 48 2 50

Page 70
8. WHETHER PEOPLE AT SERVICE STATION ARE CO-OPERATIVE OR NOT?
SALESMANAGER Cross tabulation
SALESMANAGER
TotalLOW MODERATE HIGH
275 DI 1 16 5 22
475 DI 0 8 1 9
575 DI 0 9 0 9
555 DI 0 2 1 3
605 DI 0 3 3 6
Total 1 39 10 50
Interpretation:
According to my survey in 50 respondents service center are co-operatives or not
in interact with rated by 1% of low rated and 39% moderate and 10% high of peoples says sales
manager.

Page 71
 WORK SHOP MANAGER
WORKSMANAGER Cross tabulation
WORKSMANAGER
TotalLOW MODERATE HIGH VERY HIGH
275 DI 1 5 15 1 22
475 DI 0 1 8 0 9
575 DI 0 4 5 0 9
555 DI 0 1 2 0 3
605 DI 0 3 3 0 6
Total 1 14 34 1 50
Interpretation:
in interact with rated by 1% of low rated and 14% moderate and 34% high and 1% very high of
peoples says work shop manager.

Page 72
 SERVICE SUPERVISOR
SERVICE SUPEVISOR Cross tabulation
SERVICESUPEVISOR
TotalMODERATE HIGH VERY HIGH
275 DI 6 10 6 22
475 DI 2 6 1 9
575 DI 3 4 2 9
555 DI 1 1 1 3
605 DI 1 5 0 6
Total 13 27 10 50
Interpretation:
in interact with rated by 14% moderate and 27% high and 10% very high of peoples says service
supervisor .

Page 73
 TECHNICIANCE
TECHNICIANCE Cross tabulation
TECHNICIANCE
TotalLOW MODERATE HIGH VERY HIGH
275 DI 9 2 5 6 22
475 DI 4 3 1 1 9
575 DI 2 0 4 3 9
555 DI 1 0 1 1 3
605 DI 2 3 0 1 6
Total 18 9 11 12 50
Interpretation:
According to my survey in 50 respondents service center are co-operatives or not in
interact with rated by 18% of low rated and 9% moderate and 11% high and 12% very high of
peoples says mechanics manager.

Page 74
9. DID YOU RECEIVE THE VEHICEL ON DELIVERY TIME?
DELIVERY TIME
DELIVERYTIME
TotalYES NO
WHICHTRACTOR
E
265DI 1 0 1
275 DI 19 3 22
475 DI 8 1 9
575 DI 9 0 9
555 DI 3 0 3
605 DI 6 0 6
Total 46 4 50
Interpretation:
According to my survey in 50 respondents are on time delivery services
Satisfied (yes) 46% and diss satisfied (no) 4% on says on survey.

Page 75
10. WHETHER IT IS HELPFUL FOR YOU IF SERVICE STATION IS KEPT OPEN
ON SUNDAY?
Interpretation:
According to my survey in 50 respondents are in services center kept on
Sunday delivery services Satisfied (yes) 26% and diss satisfied (no) 24% on says on survey.
OPEN ON SUNDAY Cross tabulation
OPENONSUNDAY
TotalYES NO
275 DI 12 10 22
475 DI 3 6 9
575 DI 5 4 9
555 DI 2 1 3
605 DI 3 3 6
Total 26 24 50

Page 76
11. ARE YOU SATISFIED WITH THE OVERALL SERVICE PROVIDED BY “SHREE PRAKASH
MOTORS GADAG”
OVERALLSERVICE Cross tabulation
OVERALLSERVICE
Total
STRONGLYAGR
EE
AGRE
E DISS AGREE
275 DI 3 18 1 22
475 DI 1 8 0 9
575 DI 2 7 0 9
555 DI 0 3 0 3
605 DI 0 6 0 6
Total 6 43 1 50
Interpretation:
Out of 50 respondent 6% of the people strongly agree about the Equipments &
43%of peoples agree & 1% peoples diss agree of the peoples says of the overall services at Shree
prakash Motors gadag.

Page 77
FINDINGS & SUGGEETIONS
FINDINGS
1. According to the my survey out of 50 respondents in 9% of the people
responsesays better about the service center employs responseto at
Shree Prakash Motors.
2. Out of 50 response7% of people diss agree of the peoples says of
sophisticated Equipments.
3. In the survey of 50 respondents in 2% of people not satisfied with
service center experience.
4. According to my survey in 50 respondents in says by co-operative or
not?
 Sales manager in 1% low and 39% of moderate in says
respondents
 Work shop manager 1% low and 14% of moderate in
says respondents
 Service supervisor 14% low and 27% moderate in says
respondents
 Technicians 18% low and 9% moderate in says
respondents
5. According to the survey out of 50 respondents 1% of the people
responsesays diss agree about the over all service at Shree Prakash
motors Gadag.

Page 78
SUGGESTIONS
 Management to provide the employes training and employes maintained the
good behavior in the service center.
 Management should make availability of sufficient tools and equipments and
spare parts.
 Management provides the customer entertainment of service center.
 In this showroomand service center managers and employs give the good
services and suggestion for the customers at Shree prakash motors Gadag.

Page 79
Conclusion:
According my survey majority of customers are more then satisfied and some
customers are not satisfied with overall services provided by Shree Prakash Motors Gadag,
they Expect management should be provide.
 Shopesticated tools and techniques
 Genuine spares
 Reduction in mechanics charges
 Timely delivery on vehicles
 Provide employe training in orgnisation
So management should concentrate on these aspects to satisfy in customers.
.

Page 80
BIBILOGRAPHY
 Pilip kotler marketing management 13th edition practical of Indian private
limited page no: 3-14,122-130
 Christophu hone lock service marketing 5th edition PEARSON education
page no: 439,441,453
 C R Kotari business research methodology second received edition New age
international publication
Magazines
 Company magazines and manuals.
 Data from mahindra tractors automobiles.
Websites
 www.mahindrakisanmitra.com
 www.mahindra.com
 www.autherstrem.com
 www.slidshare.com
 www.wikipedia.com

Page 81
ANNEXURE
QUESTIONNAIRE
Dear Sir/Madam,
I am KARYAPPA.R.DAMBAL, pursuing MBA at GLOBAL BUSINESS SCHOOL,
HUBLI. I have undertaken an Internship Project at “A study of customer satisfaction on after
sales and service of” Mahindra tractors” at SHREE PRAKASH MOTORS” for my academic
purpose. I request you to kindly fill in the questionnaire and help me complete the project.
The information given by you will be used for academic purpose only and will be kept
confidential.
QUESTIONNAIRE CUSTOMER SATISFACTION
Details: Vehicle No: _________________________________________________
Model: ___________________________________________________________
Customer Name: __________________________________________________
Telephone No: ______________________ Mobile:____________________
Date: __________________ Customer signature: ___________________
1) Which Mahindra tractor do you own?
2) Age group
a] 20-30 b] 30-40 c] 40-50 d] above 50
3) Occupation
a] farmer b] commercial (business)
4] What do you feel about service center response towards customer?
A] Excellent B] Good
C] Better D] Poor

Page 82
5] Does the authorized service station have sophisticated equipment?
A] Strongly agree b] agree
C] Disagree d] strongly disagree
6] Does authorized service station have sufficient and genuine spares?
A] Strongly agree b] agree
C] Disagree d] strongly disagree
7] How do you feel the experience at the service center?
A] Satisfied b] not satisfied
8] Whether people at service station are co-operative or not?
Low moderate high very high
a) Sales manager
b) Works manager
c) Services supervisor
d) Technicians
9] Did you receive the vehicle on delivery time?
A] Yes b] No
10] Whether it is helpful for you if service station is kept open on Sunday?
A] Yes b] No
11] Are you satisfied with the overall service provided by “SHREE PRAKASH MOTORS
GADAG”
a) Strongly agree
b) Agree
c) Diss agree
d) Strongly disagree
12] Please give your comments/ suggestions to enable us to improve satisfaction of
customers at “MAHINDRA TRACTOR TOWORDS SHREE PRAKASH MOTORS
GADAG”
THANK YOU

Page 83

A project report on customer satisfaction to words after sales and services of mahindra tractors at shree prakash motors gadag

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