Professional Documents
Culture Documents
Nadeem Project
Nadeem Project
Nadeem Project
Chapter
No.
Particulars
Page No.
Executive Summary
1
Introduction
Objectives of the study
Scope of the study
Limitation of the Study
Company Profile
Product Profile
Literature Review
Research Methodology
Annexure
Questionnaire
Bibliography
Executive Summary
The main purpose of selecting this topic is to increase our knowledge by gathering more and more
information related to the Customer Satisfaction towards Mahindra Bolero. By the help of this
project I came to know about customer satisfaction towards Mahindra Bolero.
The objective of the study is to understand customer satisfaction towards Mahindra Bolero. The
type of research undertaken is descriptive. Research approach is survey method. The contact method
for the research is personal interview and the Research instrument is structured questionnaire. The
sampling method is Simple Random Sampling. The sampling universe is Burhanpure and the
sample size is 40 respondents.
The primary data has been collected through a structured questionnaire. Secondary data is collected
from magazines and newspapers, public record and statistics, earlier documents and other sources of
published information.
"Today we indeed have a people car which is affordable & yet a built to need interior design and
emission norms.to be fuel efficient and low on emission."
It was found that the customers are satisfied with the overall performance of Mahindra Bolero. But
the researcher has tried to suggest few corrective measures to make the car more preferable in the
market.
Chapter -1
INTRODUCTION
Introduction
Customer Satisfaction is the buzzword used by the business people for the success of organization
in the present days. Due to the increases of heavy competition in every product line it become
difficult for the companies to retain the customers for longer time. So retain the customer for longer
time the marketer has to do only one things i.e. customer satisfaction .If customer is fully satisfied
by the product it not only rub the organization successfully but also fetch many benefits for the
company. They are less process sensitive and they remain customer for a longer period. They buy
addition products overtimes as the company introduce related produce related products or improved,
so customer satisfactions is gaining a lot of importance in the present day. Every company is
conducting survey on customer satisfaction level on their products. To make the products up to the
satisfaction level of customers.
This project is also done to know the customers satisfaction on the BOLERO on behalf of Mahindra
and Mahindra Automobiles. The impact of automobile industry on the rest of the economy has been
so pervasive and momentous that is characterized as second industrial. It played a vital role in
helping the nation to produce higher value good and services and in the enhancing their skills and
impose tremendous demand for automobile. The decrease in the interest rate and easy available of
cars loons from 2 to 3 years, lot of car manufacturers company facing cut throat competition in the
fields of technology and price, So to gain the market share it is important for the institutes to satisfy
its customers and to retain the reputation and its image.
Mahindra & Mahindra (M&M), the market leader in multi-utility vehicles in India. The company
started manufacturing commercial vehicles in 1945. M&M is the leader by far in commercial
vehicle and the second largest in the passenger vehicle market. The company is the worlds sixth
largest medium and heavy commercial vehicle manufacturing.
Mahindra is best knowtility vehicles
and tractors
division, the
company's oldest unit (founded in 1945), makes jeeps and three-wheelers (not passenger "auto
rickshaws," but utilitarian delivery and flatbed incarnations). M&Ms farm equipment sector,
formed in 1963 during Indias green revolution, manufactures tractors and industrial engines. M&M
also produces military vehicles. The company has facilities located throughout India.
The survey involved gathering wide information about the company, its
satisfaction and impact of various competitive firms on the company.
products, customer
The study has been under taken to analyze the customer satisfaction towards all variant of Mahindra
BOLERO in Burhanpur with a special reference to the M&M motors, the other
To gather information about customer satisfaction toward Bolero in the geographic region of
Burhanpur
To know the customer perception about features, low maintenance cost and looks of Bolero.
To know the customer satisfaction about the safety and comfort provided by Bolero.
To know the customer satisfaction towards the after sales service offers by M&M
Scope of Study
It is aimed to study the car market and buying behavior of the customer. The project is analyzed the
demographic, psychographic and buying characteristics of the customers in buying the car. It
includes the detailed study of customers focusing on the various parameters that lead to identifying
and understanding the perception of the customer in buying the car brands.
Limitation
The sample size was 40 which were not sufficient for the study.
The clients were not clear and precise for the problem they were facing.
Chapter -2
COMPANY PROFILE
Shortly the first appearance of the car followed in India. As the century turned, three cars
were imported in Mumbai (India). Within decade there were total of 1025 cars in the city.
The dawn of automobile actually goes back to 4000 years when the first wheel was used for
transportation in India. In the beginning of 15th century, Portuguese arrived in China and the
interaction of the two cultures led to a variety of new technologies, including the creation of a wheel
that turned under its own power. By 1600s small steam-powered engine models was developed, but
it took another century before a full-sized engine -powered vehicle was created.
Brothers Charles and Frank Duryea introduced the actual horseless carriage in the year 1893. It was
the first internal-combustion motor car of America, and it was followed by Henry Fords first
experimental car that same year.
One of the highest-rated early luxury automobiles was the 1909 Rolls-Royce Silver Ghost that
featured a quiet 6-cylinder engine, leather interior, folding windscreens and hood, and an
aluminum body.
Chauffeurs usually drove it and emphasis was on comfort and style rather than speed. During the
1920s, the cars exhibited design refinements such as balloon tires, pressed- steel wheels, and fourwheel brakes.
Graham Paige DC Phaeton of 1929 featured an 8-cylinder engine and an aluminum body.
The 1937 Pontiac De Luxe sedan had roomy interior and rear-hinged back door that suited more to
the needs of families. In 1930s, vehicles were less boxy and more streamlined than their predecessor
was.
The 1940s saw features like automatic transmission, sealed-beam headlights, and tubeless tires.
The year 1957 brought powerful high performance cars such as Mercedes-Benz 300SL. It was built
on compact and stylized lines, and was capable of 230 kmph (144 mph).
This was the Indian automobile history, and today modern cars are generally light,
aerodynamically shaped, and compact.
9
Motors will
be
investing Rs 100 Crore, Ford about Rs 350 Crore and Toyota announced modest expansion plans
even as Honda Siel has earmarked Rs 3,000 Crore over the next decade for India - a sizeable chunk
of this should come by 2010 since the company is also looking to enter the lucrative small car
segment.
Talking about the commercial vehicle segment, Ashok Leyland and Tata Motors have each
announced well over Rs 1,000 Crore of investment. Mahindra & Mahindras joint venture with
International Trucks is expected to see an infusion of at least Rs 500 Crore.
Own turn largely due to market leader Maruti Suzuki which holds 48 per cent of the market. The
compact car giant clocked 7.22 lakh units for 2011-2012. Closest rival Hyundai Motor India sold
2.44 lakh cars, a growth of 13 per cent. Tata Motors sales grew 1.3 per cent at 2.30 lakh units while
Mahindra & Mahindra posted 2.5 per cent growth at 1.06 lakh units.
Most premium carmakers saw volumes shrink last fiscal. Toyota Kirloskar Motors numbers fell 15
per cent to 46,892 units while Ford Indias sales were down 17 per cent to 27,976 units. Honda Siel
Cars India also saw a 17 per cent drop at 52,420 units while General Motors India was down 8 per
cent to 61,526 units.
10
Among commercial vehicle makers, all major players saw substantial fall in volumes. Market leader
Tata Motors with a 60 per cent plus share, showed 22 per cent drop in numbers at 2.34 lakh units
while Ashok Leyland showed 37 per cent drop at 47,632.
Eichers sales volume fell 37 per cent at 17,341 units and Force Motors was down 28 per cent at
7,819 units. The freight movement is unlikely to improve this fiscal which will impact truck sales.
Two-wheeler sales grew 2.6 per cent to 74.38 lakh units. Hero and Honda has made up for the
erosion of sales volume for other two-wheeler makers including Bajaj Auto and TVS Motor
Company, said Mr. Matta. Hero and Honda clocked 36.40 lakh units, a growth of 12.5 per cent.
Bajaj Autos volumes dropped 23 per cent to 12.86 lakh units while TVS saw a marginal decline at
11.36 lakh units. Honda Motorcycle and Scooter Indias sales surged 16 per cent to 10.15 lakh units.
1948.
11
M&M started its operation as a manufacturer of general-purpose utility vehicles. It assembled CKD
jeeps in 1949. Over the passing years, the company expanded its business and started manufacturing
light commercial vehicles (LCVs) and agricultural tractors.
Apart from agricultural tractors and LCVs, Mahindra & Mahindra also showed its dexterity in
manufacturing army vehicles. Soon, it started its operations abroad, through its plants set up in
China, the United Kingdom and the USA.
M&M partnered with companies prominent in the international market, including Renault SA,
International Truck and Engine Corporation, USA, in order to mark its global presence. M&M also
started exporting its products to several countries across the world. Subsequently, it set up its
branches including Mahindra Europe Srl (based in Italy), Mahindra USA Inc., Mahindra South
Africa and Mahindra (China) Tractor Co. Ltd.
At the same time, M&M managed to be the largest manufacturer of tractors in India, by holding
leadership in the market of the country, for around 25 years. The company is an old hand in
designing, developing, manufacturing and marketing tractors as well as farm implements. It made
its entry to the passenger car segment in India, with the manufacture of Logan (mid-size sedan) in
April 2007, under the Mahindra Renault collaboration.
In the present time, Bolero has gained immense popularity in India. It is one of the most opted
vehicles in its class.
PRODUCT PROFILE
MAHINDRA BOLERO
Mahindra Bolero is one of the most successful and popular utility vehicle of the Mahindra and
Mahindra Group. The car is robust in appearance and it has been elegantly designed, keeping in
12
mind the conditions of the Indian roads. Mahindra Bolero is also among the best fuel-efficient cars
of India as the manufacturer has equipped it with a 2500 cc diesel engine with5- speed transmission.
April 08, 2008, Mumbai: Mahindra & Mahindra Ltd. (M&M), one of Indias leading auto brands,
has announced that its popular Bolero SUV has sold a record 50,000 units in 2007-08. The Bolero is
the first brand in the SUV/UV/MPV category to cross 50,000 units in one year and Indias leading
SUV brand for two years in a row.
With its stylish appeal and rugged nature, the Mahindra Bolero has emerged as the clear favorite
amongst SUV enthusiasts across the country since its launch eight years ago. The fact that it is the
first brand in the SUV/UV/MPV category to notch up sales of more than 50,000 units in a single
year is also a clear validation of our customer centric approach to business. Today, the Bolero is
perceived as a stylish but affordable SUV which caters to different customer needs and takes on all
kinds of terrain with ease, said Mr. Vivek Nayer, Vice President Marketing, Auto Sector,
Mahindra and Mahindra Ltd.
Since its launch in June 2000, the Bolero has evolved over the years, incorporating a host of
features and aesthetics which match the evolving lifestyle aspirations of Indian consumers. In 2007,
M&M launched the New Bolero which offered a bold new style, greater comfort and conveniences.
In January 2008, Mahindra also introduced the Bolero Special Edition, a limited edition of Indias
most popular SUV with exciting new features for the young urban customer.
MAHINDRA SCORPIO
Mahindra & Mahindra Limited launched Mahindra Scorpio as its first Sports Utility Vehicle in India
in 2002. This SUV has redefined the expectations for the design of SUVs with its sturdy
looks and powerful performance, the sophisticated interior design adds to the further
glory to the appearance.
13
MAHINDRAINGENIO
Mahindra & Mahindra is planning to launch a new multi-purpose vehicle (MPV) to take on the
Toyota
Innova
and
the
Chevrolet
Tavera
in
both the
individual
buyer
and
taxi
segments. Mahindra has currently named the project Ingenio. The vehicle is expected to hit the
market 2009 in
MAHINDRA MAXX
The Mahindra Maxx, a product under the Mahindra Maxx range, is a spacious passenger utility
vehicle with a maximum seating capacity of 10 persons. It is perfect vehicle for large families going
on long trips. The MUV comes with a spacious cabin with decent legroom.
14
Available in 4 main choices: Base, TX, LX and Festara, the MUV comes loaded with a lot of merits.
It has a long wheelbase of 2430 mm to provide for a large seating capacity and cargo space. The
vehicle has a high ground clearance of 200 mm which gives it good stability on off-road drives.
Because of these reasons, the Mahindra Maxx is more popular in semi-urban and rural areas of the
country.
The vehicle has high fuel efficiency and delivers more than any other vehicle in its category. It
comes with a 3-year warranty so that initial maintenance is not heavy on the pockets
MAHINDRA MARSHAL
Mahindra Marshal Deluxe Royale is a Sport and Utility Vehicle with has a seating capacity of nine
people. Its design resembles Mahindras old model of jeeps; but with some modifications. It has a 5door design with a hard top, ensuring safety. The interiors are comfortable too with ergonomically
designed seats affording travelling comfort.
The Mahindra Marshal Deluxe Royale can be a good purchase with regards to its seating capacity
and also its technologically advanced features. Although, the price is on a bit higher side, it is worth
investing.
15
Mahindra Scorpio
Mahindra Bolero
Mahindra Xylo
Mahindra Marshal
Mahindra Maxx
16
Mr. Anand Mahindra, VC & MD, Mahindra Group, received a number of prestigious awards
in 2008-10, including:
The prestigious CNBC Asia Business Leader of the Year Award for the Year 2006 as well as
Standard and ITM Business School in association with Times Now and DNA newspaper.
The LMA Entrepreneur of the Year 2006 award, instituted by the Ludhiana Management
Association (LMA).
The Most Inspiring Corporate Leader of the Year Award by NDTV Profit
The NDTV Profit Car & Bike Award 2009 for Automobile Man of the Year.
Mr. Anand Mahindra was also nominated as a Member of the Council of the Executive
Committee of the National Sports Development Fund (NSDF) of the Govt. of India. He was
featured in the list of 50 Most Influential Indians in Business Weeks edition dated August 13, 2007
17
M&M was ranked 14th in The Economic Times prestigious ET 500 list of top achieving
companies in India? The company has moved up four ranks from last year. To quote from
the ET 500 write-up: M&Ms art-to-part strategy of diversification into the auto parts
value chain and its plans for new platforms for utility vehicles and joint venture with
Mahindra & Mahindra Limited launched the second generation Bolero in March 2007. The all-new
sports-utility vehicle (SUV) comes with refreshed looks and style. The exteriors and interiors of the
latest Bolero have been designed in way that will find appeal with the younger generation of car
buyers in India. The automobile sports a host of new features, which perfectly suit the needs of
19
Indian consumers. An off-road SUV, it delivers uncompromising fuel efficiency and commendable
performance on city roads as well.
Get a sneak peek at whats new in the tough new Bolero. Get the lowdown on how it makes your
drive a never before experience.
Engine
New Mahindra Bolero is powered by 2523cc Turbo Charged DI (Direct Injection) diesel engine,
which generates a power of 63.2 PS @ 3200 rpm and 18.4 kgm of torque @ 1440-1500 rpm. The
2.5L engine is much more refined than its previous model. The good, low-end torque of Bolero
allows a smooth ride on gradients and bumpy roads.
Design and Comfort
Mahindra Bolero flaunts a new, sleek front grille and muscular bumper that accentuate the
appearance of its fascia. The rear side appears more sophisticated, with curved clear lens taillights.
Adding to the appeal of the exteriors is the well-contoured door handles. Ergonomics in the cabin of
the all-new Bolero have been reworked to suit the present-day consumer's desire. Its plush bucket
seats offer a greater degree of comfort to the occupants.
Discover the ergonomic drivers seat, the arm rest in the middle row or the multi-directional AC
louvers. There are little touches everywhere to make your drive less of a drive and more of a
pleasant journey.
Interiors
Mahindra Bolero sports a trendy dashboard and instrument cluster. The efficiency of the air
conditioning system has also been improved. The audio system is integrated on the instrument panel
in such a way that the controls are within easy reach of the driver. The new Mahindra Bolero comes
packed with many utility spaces. There are small storage areas for various passenger needs, which
are neatly tucked away in the space-efficient central console.
Ride and Handling
New Mahindra Bolero comes equipped with an advanced NGT 520 transmission, along with
synchromesh gears, which allow smooth gearshifts. The automobile's front suspension is built to
withstand tough road conditions, while giving its occupants utmost comfort. A combination of disc
and drum brakes is used in the SUV, which facilitates smooth braking on all road conditions. The
wide radial tyres of Bolero ensure better road grip, safety and improved handling.
20
Safety
Mahindra Bolero comes equipped with anti-roll bars that help the vehicle hold to the ground even
on the tightest bends. Its braking system prevents the locking of wheels on slippery roads. The new
SUV also has a long wheelbase, which provides greater stability to the automobile. The other safety
features of Mahindra Bolero include central locking and seat belt/door open warning.
Style:
The Bolero is built solidly but that didnt stop us from enhancing the sense of security. So we put in
anti-roll bars to help hug the ground even on the tightest bends, brakes that prevent wheel locking
and a seat belt/door open warning system.
From the aggressive grille ornament to the muscular front fascia, low stance fender extensions, clear
lens headlamps and stand out wheel arches there's a lot you can discover in the new Bolero. All at a
dealer near you.
Convenience:
Find space for magazines or maps, slots for bottles or cans, a surprisingly large glove box to
swallow anything you throw into it. Theres even a 12V charging point along with a mobile holder.
So the only thing you have to think about is your destination.
Performance:
The high power and high torque give the Bolero great load carrying capabilities especially over
inclines. The synchromesh gears make gear shifts and even city driving a cinch. And the unique
Mahindra DI engine gives you uncompromising fuel economy too.
22
The new Bolero VLX comes built-in with extraordinary power, thanks to the new steroid-pumping
97 HP (71.5 KW) CRDe engine. This Bolero variant comes equipped with all you would expect
from India's No.1 SUV brand and much more. The noise-reducing, refined NVH package clearly
tells everything outside to 'shut up'. The Voice Assist System will make you want to listen to this
brute, once in a while. The sturdy suspension makes taking on any terrain a breeze, while enhanced
braking system makes sure you stay on the road.
23
BOLERO SLX
Mahindra
Bolero
SLX
SUV
No. of Doors
Fuel Efficiency:
City Mileage
9.4 kmpl
Highway Mileage
Fuel Capacity
12.4 kmpl
60 liters
Fuel Type
Fuel Grade
Engine Parameters:
Displacement
Bore
Stroke
Cylinder Configuration
Valve Gear Operation
Compression Ratio
No. of Valves
Aspiration
Fuel System
Horse Power
Torque
Steering and Suspension
Steering Type
Power Steering
Front Suspension
Rear Suspension
Diesel
-
2523cc
4 inline
8
Turbo Charged
DI
63.12@3200 ps@rpm
180@1440 Nm@rpm
Dimensions
Length
Height
Width
Wheel Base
Clearance
Boot
4056 mm
1880 mm
1660 mm
2680 mm
200 mm
-
Manual
5
RWD
Present
BOLOLERO SLE
Make
Mahindra
Model
Bolero
Variant
SLE
Body Type
SUV
Number of Doors
Fuel Efficiency:
City Mileage
9.5 kmpl
Highway Mileage
3.2 kmpl
Fuel Capacity
Fuel Type
Fuel Grade
60 liters
Diesel
-
Engine Parameters:
Displacement
Bore
Stroke
Cylinder Configuration
Valve Gear Operation
Compression Ratio
No. of Valves
Aspiration
Fuel System
Horse Power
Torque
Steering and Suspension
2523cc
4 inline
8
Turbo Charged
DI
63.12@3200 ps@rpm
180@1440 Nm@rpm
26
Steering Type
Power Steering
Front Suspension
Rear Suspension
Dimensions:
Length
Height
Width
Wheel Base
Clearance
Boot
Front Head Room
Front Leg Room
Rear Head Room
Rear Leg Room
Krebs weight
Gross weight
4056 mm
1880 mm
1660 mm
2680 mm
180 mm
Min: 1615kg Max: 1615 kg
-
Drive Train
Type
Gears
Drive Line
Comfort Features
Air-Conditioning
Manual
5
RWD
Yes
Except Air conditioning, no other comfort features are present in the Bolero SLE.
Same as SLX no safety features are present in the Bolero SLE.
27
BOLERO DIZ
Body
Body
SUV
Weight & Dimension
4056
1660
1860
2680
180
5
Fuel Economy
13.2
9.5
10.24
Capacities
Seating Capacity
Fuel Tank Capacity
7
60
28
Engine
Engine Type/Model
Displacement (cc)
Power (PS @ rpm)
Torque (Nm @ rpm)
No of Cylinders
Cylinder Configuration
Valves per Cylender
Fuel Type
Fuel System
Transmission Type
Manual
Final Reduction Gear Ratio 5
Suspension
Front Suspension
Rear Suspension
Steering Type
Minimum Turning Radius
(m)
Brakes
Front Brakes
Rear Breaks
Disc
Drum
Wheels & Tyres
Wheel Type
Wheel Size
Tyres
Steel
15 Inch
215 / 75 R 15
29
BOLERO DI
Body
Body
SUV
Weight & Dimension
4170
1660
1880
2794
183
5
Fuel Economy
13.2
9.5
10.24
Capacities
Seating Capacity
Fuel Tank Capacity
7
60
Engine
Engine Type/Model
Displacement (cc)
Power (PS @ rpm)
Torque (Nm @ rpm)
No of Cylinders
Cylinder Configuration
Valves per Cylender
Fuel Type
Fuel System
Transmission
Transmission Type
Manual
Final Reduction Gear Ratio 5
Suspension
Front Suspension
Rear Suspension
Steering Type
Minimum Turning Radius
(m)
Brakes
Front Brakes
Rear Breaks
Disc
Drum
Wheels & Tyres
Wheel Type
Wheel Size
Tyres
Steel
15 Inch
215 / 75 R 15
BOLERO VLX
Body
Body
SUV
Weight & Dimension
4056
31
1660
1880
2680
180
5
Fuel Economy
12.4
9.1
9.76
Capacities
Seating Capacity
Fuel Tank Capacity
7
60
Engine
Engine Type/Model
Displacement (cc)
Power (PS @ rpm)
Torque (Nm @ rpm)
No of Cylinders
Cylinder Configuration
Valves per Cylender
Fuel Type
2.49L CRDe
2523
98 @3800
255 @1800
4
In line
2
Diesel
Transmission
Transmission Type
Final Reduction Gear Ratio
Manual
5
Suspension
Front Suspension
Rear Suspension
Steering Type
Minimum Turning Radius (m)
Power Steering
5.4
Brakes
Front Brakes
Rear Breaks
Disc Brake
Drum Brake
Wheels & Tyres
Wheel Type
Wheel Size
Tyres
Radial
15 Inch
215 / 75 R 15,
32
5,05,942
SLE BS2
5,64,128
SLE BS3
5,76,174
SLX BS2
5,98,253
SLX BS3
6,12,653
5,37,009
5,50,348
PLUS AC BS2
: 5,72,867
PLUS AC BS3
: 5,93,171
VLX BS3
6,61,091
33
Commitment
Leadership
Any an eye for appropriate technology.
Since 1945, when M&M first began manufacturing MUVs & LCVs, M&M have been engaged in a
single-minded endeavor to bring you cars that only state-of-the-art, but are also some f the most
environment-friendly vehicles in this world-a reflection of our commitment and care, for better
environment.
At the heart of every M&M is a unique engineering and an optimal mix of power and economy. All
this is supported by M&M nation wide dealership network and automated workshop that provide
excellent after sale service
35
The company has constantly exploring new opportunity to define the shape to tomorrows driving
technology.
Promotional Activities:
The promotional activities adopted by central Motors are
1. Test Driving
2. Free Driving
3. Hoarding
4. Discounts
5. Advertisement in Newspaper and magazines
6. Gift Schemes
7. Free Services
8. Mileage Contents
Promotional expenses have been borne by both Central Motors and M&M, shares in advertisement
cost.
Service Offered:
Service and paid service after sale of Cars.
36
Chapter- 3
Review of Literature
37
Customer Satisfaction
Customer satisfaction, as a construct, has been fundamental to marketing for over three decades. in
1960, Keith (1960) defined marketing as satisfying the needs and desires of the consumer. Hunt
(1982) reported that by the 1970s, interest in customer satisfaction had increase to such an extent
that over 500 studies were published. This trend continued and by 1992, Peterson and Wilson
estimated the amount of academic and trade articles on customer satisfaction to be over 15,000.
Several studies have shown that it costs about five times to gain a new customer as it does to keep
an existing customer (Naumann, 1995) and this results into more interest in customer relationships.
Thus, several companies are adopting customer satisfaction as their operational goal with a carefully
designed framework. Hill and Alexander (2000) wrote in their book that companies now have big
investment in database marketing, relationship management and customer planning to move closer
to their customers. Jones and Sasser (1995) wrote that achieving customer satisfaction is the main
goal for most service firms today.
Increasing customer satisfaction has been shown to directly affect companies market share, which
leads to improved profits, positive recommendation, lower marketing expenditures (Reichheld,
1996; Heskett et al., 1997), and greatly impact the corporate image and survival (Pizam and Ellis,
1999)Customer satisfaction is an abstract concept and the actual manifestation of the state of
satisfaction will vary from person to person and product/service to product service.Satisfaction is
the level of a persons felt state resulting from comparing a products perceived performance in
relation to the persons expectations.Parker and Mathews (2001) however noted that the process of
satisfaction definitions concentrates on the antecedents to satisfaction rather than satisfaction
itself.Satisfaction as a process is the most widely adopted description of customer satisfaction and a
lot of research efforts have been directed at understanding the process approach of satisfaction
evaluations (Parker and Mathews, 2001). This approach has its origin in the discrepancy theory
(Porter, 1961), which argued that satisfaction is determined by the perception of a difference
between some standard and actual performance.Thus the satisfaction level is a function of the
difference between perceived performance and expectation.
Definition
38
Parker and Mathew (2001) expressed that there are two basic definitional approaches of the concept
of customer satisfaction. The first approach defines satisfaction as a process and the second
approach defines satisfaction as an outcome of a consumption experience. These two approaches are
complementary, as often one depends on the other.
Customer satisfaction as a process is defined as an evaluation between what was received and what
was expected (Oliver, 1977, 1981; Olson and Dover, 1979; Tse and Wilton, 1988), emphasizing the
perceptual, evaluative and psychological processes that contribute to customer satisfaction (Vavra,
1997, p. 4).
Parker and Mathews (2001) however noted that the process of satisfaction definitions concentrates
on the antecedents to satisfaction rather than satisfaction itself.
Satisfaction as a process is the most widely adopted description of customer satisfaction and a lot of
research efforts have been directed at understanding the process approach of satisfaction evaluations
(Parker and Mathews, 2001). This approach has its origin in the discrepancy theory (Porter, 1961),
which argued that satisfaction is determined by the perception of a difference between some
standard and actual performance.Cardozo (1965); and Howard and Sheth (1969) developed the
contrast theory, which showed that consumers would exaggerate any contrasts between expectations
and product evaluations.
Olshavsky and Miller (1972); and Olson and Dover (1979) developed the assimilation theory, which
means that perceived quality is directly increasing with expectations. Assimilation effects occur
when the difference between expectations and quality is too small to be perceived.Anderson (1973)
further developed this theory into assimilation-contrast theory, which means if the discrepancy is
too large to be assimilated then the contrast effects occur. The assimilation-contrast effects occur
when the difference between expectations and quality is too large to be perceived and this difference
is exaggerated by consumers.
According to Parker and Mathews (2001), the most popular descendant of the discrepancy theories
is the expectation disconfirmation theory (Oliver, 1977, 1981), which stated that the result of
customers perceptions of the difference between their perceptions of performance and their
expectations of performance. Positive disconfirmation leads to increased satisfaction, with negative
disconfirmation having the opposite effect. Yi (1990) expressed that customers buy products or
services with pre-purchase expectations about anticipated performance, once the bought product or
service has been used, outcomes are compared against expectations. If the outcome matches
expectations, the result is confirmation. When there are differences between expectations and
39
40
Furthermore, Parker and Mathews (2001) expressed that attention has been focused on the nature of
satisfaction of the outcome approach which include:
Emotion - Satisfaction is viewed as the surprise element of product or service purchase and or
consumption experiences (Oliver, 1981), or is an effective response to a specific consumption
experience (Westbrook and Reilly, 1983). This acknowledges the input of comparative cognitive
processes but goes further by stating that these may be just one of the determinants of the affective
state satisfaction (Park and Mathews, 2001).
Fulfillment The theories of motivation state that people are driven by the desire to satisfy their
needs (Maslow, 1943) or by their behavior aimed at achieving the relevant goals (Vroom, 1964).
However, satisfaction can be either way viewed as the end-point in the motivational process. Thus
consumer satisfaction can be seen as the consumer's fulfillment response (Rust and Oliver, 1994,
p. 4).
State Oliver (1989) expressed that there are four framework of satisfaction, which relates to
reinforcement and arousal. Satisfaction-as-pleasure results from positive reinforcement, where the
product or service is adding to an aroused resting state, and satisfaction-as-relief results from
negative reinforcement .In relation to arousal, low arousal fulfillment is defined as satisfaction-as
contentment, a result of the product or service performing adequately in an ongoing passive sense.
High arousal satisfaction is defined as satisfaction as either positive (delight) or negative surprise
which could be a shock (Rust and Oliver, 1994).
The other customer satisfaction definitions include: Satisfaction is the cognitive state of the buyer
about the appropriateness or inappropriateness of the reward received in exchange for the service
experienced (Howard and Seth, 1969, pp. 145); the evaluation of emotions (Hunt, 1977, p. 460); the
favorability of the individual's subjective evaluation (Westbrook, 1980, p. 49); a positive outcome
from the outlay of scarce resources (Bearden and Teel, 1983a, p. 21); an overall customer attitude
towards a service provider (Levesque and McDougall, 1996, pp.14); is a judgment that a product or
service feature, or the product or service itself, provided (or is providing) a pleasurable level of
consumption-related fulfillment, included levels of under- or over fulfillment(Oliver,1997, p. 13); is
an experience-based assessment made by the customer of how far his own expectations about the
individual characteristics or the overall functionality of the services obtained from the provider have
been fulfilled (Homburg and Bruhn, 1998); the fulfillment of some need, goal or desire (Oliver,
1999); an emotional reaction to the difference between what customers anticipate and what they
receive (Zineldin, 2000); is based on a customers estimated experience of the extent to which a
providers services fulfill his or her expectations (Gerpott et al. 2001).
41
For this study, customer satisfaction definition used is that of Homburg and Bruhn (1998) which is
an experience-based assessment made by the customer of how far his own expectations about the
individual characteristics or the overall functionality of the services obtained from the provider have
been fulfilled.
The relevance of this definition to this study is that it indicates that customers assess the mobile
services based on experience of use and the rating is done in accordance with the mobile services
attributes. In this study, customer satisfaction with the Nigerian mobile services will be evaluated
based on customers experience of network quality, billing, validity period and customer care
support.
According to Philip Kotler:Customer satisfaction occurs when the perception of the reward from the purchase of good or
services. By the customer meet or exceed hi of matching his/ her perceived sacrifices the perception
is a consequence of matching past purchase and consumption experience with the current
purchase.
42
Customer satisfaction is measure of how products and services supplied by company meet or
surpass customer expectation. Customer satisfaction is defined as the number of customer or
percentage of total customer, whose reported experience of firm, its product, its service (ranking)
exceeds specified satisfaction goals. In competitive market place where business competes for
customers, Customer satisfaction is seen as key differentiator and increasingly has become a key
element of business strategy. The firm generally asks Customer whether their product or service has
met exceeded expectations. Thus expectations are key factor behind satisfaction Expectations are
formed on the basis of the buyers past buying experiences, statements made by friends and
associates, and marketer and competitors information and promises. If the marketer raises
expectations too high the buyer is likely to be disappointed if the company fails to deliver. On the
other hand if the company sets expectations too low, it will not attract enough buyer although it will
satisfy those who buy.
and might even evangelize for the firm. (A second important metric related to satisfaction is
willingness to recommend.
This metric is defined as "The percentage of surveyed customers who indicate that they would
recommend a brand to friends." When a customer is satisfied with a product, he or she might
recommend it to friends, relatives and colleagues. This can be a powerful marketing advantage.)
Individuals who rate their satisfaction level as 1, by contrast, are unlikely to return. Further, they
can hurt the firm by making negative comments about it to prospective customers. Willingness to
recommend is a key metric relating to customer satisfaction.
44
Work done by ParasuramanZeithaml and Berry (Leonard L) between 1985 and 1988 provides the
basis for the measurement of customer satisfaction with a service by using the gap between the
customer's expectation of performance and their perceived experience of performance. This
provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. Work
done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the
"gap" described by Parasuraman Zeithaml and Berry as two different measures (perception and
expectation of performance) into a single measurement of performance according to expectation.
The usual measures of customer satisfaction involve a survey with a set of statements using a Likert
Technique or scale. The customer is asked to evaluate each statement and in term of their perception
and expectation of performance of the organization being measured. Their satisfaction is generally
measured on a five-point scale.
Customer satisfaction data can also be collected on a Likert scale.
Regardless of the scale used, the objective is to measure customers perceived satisfaction with their
experience of a firms offerings. It is essential for firms to effectively manage customer satisfaction.
To be able do this, we need accurate measurement of satisfaction.
Good quality measures need to have high satisfaction loadings, good reliability, and low error
variances. In an empirical study comparing commonly used satisfaction measures it was found that
two multi-item semantic differential scales performed best across both hedonic and utilitarian
service consumption contexts.
According to studies by Wirtz& Lee (2003), they identified a six-item 7-point semantic
differential scale (e.g., Oliver and Swan 1983), which is a six-item 7-point bipolar scale, that
consistently performed best across both hedonic and utilitarian services. It loaded most highly on
satisfaction, had the highest item reliability, and had by far the lowest error variance across both
studies.
A semantic differential (4 items) scale (e.g., Eroglu and Machleit 1990), which is a four-item 7point bipolar scale, was the second best performing measure, which was again consistent across
both contexts. In the study, respondents were asked to evaluate their experience with both products,
along seven points within these four items: satisfied to dissatisfied, favorable to unfavorable,
pleasant to unpleasant and I like it very much to I didnt like it at all.
The third best scale was single-item percentage measure, a one-item 7-point bipolar scale (e.g.,
Westbrook 1980). Again, the respondents were asked to evaluate their experience on both ATM
services and ice cream restaurants, along seven points within delighted to terrible.
45
It seems that dependent on a trade-off between length of the questionnaire and quality of satisfaction
measure, these scales seem to be good options for measuring customer satisfaction in academic and
applied studies research alike. All other measures tested consistently performed worse than the top
three measures, and/or their performance varied significantly across the two service contexts in their
study. These results suggest that more careful pretesting would be prudent should these measures be
used.
Consumers satisfaction is essential for creating permanent customers. It calls for production
guarantee and after sale service, along with the quality for the product supplied. These are also
covered under the wide scope of marketing. Today supplying of goods at reasonable prices to the
society and creation of high standard of living are also included in the scope of marketing. We all
know customer satisfaction is essential to the survival of our businesses. How do we find out our
customer are satisfied? The best way to find out whether your customer are satisfied is to ask them.
We can conduct a customer satisfaction survey, what you ask, the customers are important. How,
when, and how often you ask these questions are also important. However, the most important thing
about conducting a customer satisfaction survey is what you do with their answer.
46
Chapter-4
RESEARCH METHODOLOGY
47
Research Methodology
A Research is an art of scientific investigation or enquiry especially through search for new branch
of knowledge. It is a moment from known to unknown. it is a systemized effort to gain more
knowledge"
Research methodology is a way to systematically solve the research problem. It may be understood
as a science of studying how research is done scientifically. It will help in studying the various steps
that are generally adopted by a researcher in studying this research problem along with the logic
behind them.
It is necessary for the researcher to know not only the research methods or techniques but also the
methodology. Researcher always need to know the criteria by which they can decide that technique
and they needs to understand the assumptions underline various technique and they need to know
the criteria by which they can decide that techniques and procedure which will be applicable to
certain problems and other will not.
Research Design
Types of study: Descriptive
The type researches descriptive. It describes the different factors affecting the customer satisfaction.
Nature of the study: Quantitative
Quantitative analysis
Thus analysis of data requires a number of closely related operations such as establishment of
categories, the application of these categories into raw data through chart and then draw inferences.
Analysis work is generally based on the competition of various percentage, co-efficient etc. by
applying various statistical formulae.
Type of Questionnaire: Structured
The questions in the questionnaire were structured and had a sequence.
Types of Questions: Limited Probing
The question was based on limited probing without making the customer uncomfortable to answer
any question.
48
Sampling Plan
49
The concept of sampling can explained with an examination of the testing when a person takes a sip
of a tea. He is actually testing whole tea; by testing a part of it in sampling instead of examine all
the items, only few are examined as representation and the conclusion are drawn.
Population was all the sub dealers dealing in Mahindra Bolero and representing Mahindra Bolero
through their dealers.
Sampling Units
This combines all those segments of the market who deal in Bolero and other allied business etc.
Sample Size
The sample size of the 40 respondent was taken considering constraints of the study. The sample
size selected for this appears to be adequate.
The size was computed using mean method because variables in questionnaire were measured using
scale.
Sampling unit: consumer dealing in various brands of cars,
Extent: shop owing dealing in BOLERO and other products
Time: 2 months
Area: Area under study is restricted to Burhanpur.
Sampling Technique:
In this research, the convenience sampling is used, which is essentially a non-random
sampling. Here the researcher surveys the population in BOLERO segment from which he obtain
information through questionnaire and personal interviews.
50
Chapter -5
DATA ANALYSIS AND INTERPRETATION
51
01)
Table No.1
Sr. No.
Age
No. of Respondents
Percentage
20-30
15%
30-40
12
30%
40-50
16
40%
Above 50
15%
Total
40
100%
Figure No.1
Interpretation:
The above graph shows that, 15% respondents are from 20-30, 30% are from 30-40, 340%
respondent are from 40-50,and 15% respondent are from above50 yrs. age group.
2)
Table No.2
Sr. No.
Occupation
No. of Respondents
Percentage
Govt. employees
20
50%
20%
15%
Any other
15%
Total
40
100%
Figure No.2
Interpretation:
It was observed that 50 % Respondents are govt.employes,20% are pvt.company employees,
professionals & Businessman 15%,and other 15%.
Table No.3
Sr.
No. of Respondents
Percentage
No.
1
20 30
10
25%
30 40
14
35%
40 50
12
30%
Above 50
10%
Total
40
100%
FigureNo.3
Interpretation:
Above table shows that ,25 % Respondents are from 20,000 - 30,000rupees income group,35%
respondents are from 30000-4000 rupees income group,30% respondents are from 40000-50000
rupees income group,10% respondents are from above 50000 rupees income group.
54
Opinion
1
2
3
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
4
5
Dissatisfied
Highly dissatisfied
Total
No. of
Percentage
Respondents
14
12
8
35%
30%
20%
4
2
40
10%
5%
100%
Figure No.4
Interpretation:
Above table shows that 35% respondents are highly satisfied, 30% are satisfied, 20% neither
satisfied nor dissatisfied, 10% are dissatisfied, 5% highly dissatisfied with respect to interior design
of Mahindra Bolero.
5)
Table No.5
Sr. No.
Opinion
1
2
3
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
4
5
Dissatisfied
Highly dissatisfied
No. of
Percentage
Respondents
12
16
6
30%
40%
15%
Total
10%
5%
40
100%
Figure No. 5
Interpretation:
100% of the respondents 40% of the respondents approached were satisfied with the fuel
consumption of the Bolero. Followed by 30% was highly satisfied, 15% are neutral and 10%
dissatisfied and 5% are highly dissatisfied with fuel consumption of Bolero.
Sr. No.
Opinion
1
2
3
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
4
5
Dissatisfied
Highly dissatisfied
Total
No. of
Percentage
Respondents
14
16
4
35%
40%
10%
4
2
40
10%
5%
100%
Figure No. 6
Interpretatio
n:
Above table shows that 18% respondents are highly satisfied,12% are satisfied,28% neither satisfied
nor dissatisfied,31%are dissatisfied,11% highly dissatisfied with the Safety and Comfort of
Mahindra Bolero
Opinion
Highly satisfied
Satisfied
57
No. of
Percentage
Respondents
14
16
35%
40%
4
5
Dissatisfied
Highly dissatisfied
Total
10%
10%
5%
100%
2
40
Figure No. 7
Interpretation:
100% of respondents 40% of the respondents approached were satisfied with the Design of the
Bolero. 35% were highly satisfied, 10% of them neutral and 10% are dissatisfied with the design of
the Bolero.
Opinion
1
2
3
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
4
5
Dissatisfied
Highly dissatisfied
Total
No. of
Percentage
Respondents
10
12
6
25%
30%
15%
7
5
40
58
18%
12%
100%
Figure No.8
Interpretation:
The sample drawn on the probability basis shows that out of 100% of respondents 30% of the
respondents approached were satisfied with the space availability of the Bolero. 25% were highly
satisfied, 15% of neither satisfied nor dissatisfy and dissatisfied and 18% are dissatisfied with the
space availability of the Bolero.
Opinion
1
2
3
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
4
5
Dissatisfied
Highly dissatisfied
Total
No. of
Percentage
Respondents
8
16
6
20%
40%
15%
6
4
40
Figure No.9
59
15%
10%
100%
Interpretation:
The sample drawn on the probability basis shows that out of 100% of respondents 40% of the
respondents approached were satisfied with the maintenance of the Bolero. 20% were highly
satisfied, 20% of neutral and 15% are dissatisfied and 10% are Highly dissatisfy with the
maintenance.
10) Indicate your level of satisfaction with respect to availability of spare part of Bolero?
Table No. 10
Sr. No.
Opinion
1
2
3
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
4
5
Dissatisfied
Highly dissatisfied
Total
No. of
Percentage
Respondents
20
12
2
50%
30%
5%
4
2
40
Figure No. 10
60
10%
5%
100%
Interpretation:
Above table shows that 50% respondents are highly satisfied, 30% are satisfied, 5% are neither
satisfied nor dissatisfied,10%are dissatisfied, 5% highly dissatisfied with the availability of spare
parts of Mahindra Bolero.
11) Indicate your level of satisfaction with respect to dealers after sales services of Bolero?
Table No. 11
Sr. No.
Opinion
1
2
3
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
4
5
Dissatisfied
Highly dissatisfied
Total
No. of
Percentage
Respondents
20
12
2
20%
40%
15%
4
2
40
Figure No.11
61
15%
5%
100%
Interpretation:
table shows that 21% respondents are highly satisfied,42% are satisfied,16% are neither satisfied
nor dissatisfied, 16% are dissatisfied,5% highly dissatisfied with the after sale service of Bolero
dealer
12) Indicate your level of satisfaction with respect to advance feature of Bolero?
Table No. 12
Sr. No.
Opinion
1
2
3
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
4
5
Dissatisfied
Highly dissatisfied
Total
No. of
Percentage
Respondents
20
12
2
20%
45%
5%
4
2
40
Figure No. 12
62
20%
10%
100%
Interpretation:
Above table shows that 20% respondents are highly satisfied, 45% are satisfied, 5% are neither
satisfied nor dissatisfied,20% are dissatisfied, 10% highly dissatisfied with advance feature
Opinion
1
2
3
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
4
5
Dissatisfied
Highly dissatisfied
Total
No. of
Percentage
Respondents
14
16
4
35%
40%
10%
4
2
40
Figure No. 13
63
10%
5%
100%
Interpretation:
Above table shows that 35% respondents are highly satisfied, 40% are satisfied, 10% neither
satisfied nor dissatisfied,10%are dissatisfied,5% highly dissatisfied with power of Bolero
Opinion
1
2
3
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
4
5
Dissatisfied
Highly dissatisfied
Total
No. of
Percentage
Respondents
16
8
7
40%
20%
18%
5
4
40
Figure No.14
64
12%
10%
100%
Interpretation:
Above table shows that 40% respondents are highly satisfied, 20% are satisfied, 18% are neither
satisfied nor dissatisfied, 12%are dissatisfied, 10% highly dissatisfied with the overall performance
of Mahindra Bolero.
Chapter -6
65
66
FINDING
The 15% respondents are from 20-30, 30% are from 30-40, 340% respondent are from
40-50,and 15% respondent are from above50 yrs. age group.
Above table shows that ,25 % Respondents are from 20,000 - 30,000rupees income
group,35% respondents are from 30000-4000 rupees income group,30% respondents are
from 40000-50000 rupees income group,10% respondents are from above 50000 rupees
income group.
Above table shows that 35% respondents are highly satisfied, 30% are satisfied, 20% neither
satisfied nor dissatisfied, 10% are dissatisfied, 5% highly dissatisfied with respect to interior
design of Mahindra Bolero.
100% of the respondents 40% of the respondents approached were satisfied with the fuel
consumption of the Bolero. Followed by 30% was highly satisfied, 15% are neutral and 10%
dissatisfied and 5% are highly dissatisfied with fuel consumption of Bolero.
Above table shows that 18% respondents are highly satisfied,12% are
satisfied,28% neither satisfied nor dissatisfied,31%are dissatisfied,11% highly dissatisfied
with the Safety and Comfort of Mahindra Bolero
the Design
of the Bolero. 35% were highly satisfied, 10% of them neutral and 10% are dissatisfied with
the design of the Bolero
The sample drawn on the probability basis shows that out of 100% of respondents 30% of
the respondents approached were satisfied with the space availability of the Bolero. 25%
were highly satisfied, 15% of neither satisfied nor dissatisfy and dissatisfied and 18% are
dissatisfied with the space availability of the Bolero.
The sample drawn on the probability basis shows that out of 100% of respondents 40% of
the respondents approached were satisfied with the maintenance of the Bolero. 20% were
67
highly satisfied, 20% of neutral and 15% are dissatisfied and 10% are Highly dissatisfy with
the maintenance.
Above table shows that 50% respondents are highly satisfied, 30% are satisfied, 5% are
neither satisfied nor dissatisfied,10%are dissatisfied, 5% highly dissatisfied with the
availability of spare parts of Mahindra Bolero.
Above table shows that 21% respondents are highly satisfied,42% are satisfied,16% are
neither satisfied nor dissatisfied, 16% are dissatisfied,5% highly dissatisfied with the after
sale service of Bolero dealer
Above table shows that 20% respondents are highly satisfied, 45% are satisfied, 5% are
neither satisfied nor dissatisfied,20% are dissatisfied, 10% highly dissatisfied with advance
feature
Above table shows that 35% respondents are highly satisfied, 40% are satisfied, 10% neither
satisfied nor dissatisfied,10%are dissatisfied,5% highly dissatisfied with power of Bolero
Above table shows that 40% respondents are highly satisfied, 20% are satisfied, 18% are
neither satisfied nor dissatisfied, 12%are dissatisfied, 10% highly dissatisfied with the
overall performance of Mahindra Bolero.
CONCLUSION
Mahindra Bolero has a very good market in Burhanpur. The company is offering good services,
which is reflected on the satisfaction of the customer. Majority of the customer are satisfied with the
design of the vehicle. Company provided good facility of employees for his job.
Mahindra Limited offers an environment for professional growth for every employee. Mahindra
offer foreign tour for who employee and dealer achieved targets. Young leader can take decision and
implementation of new ideas.
68
SUGGESTIONS
Mahindra Company has to implement good customer relationship management strategy that
enhances customer satisfaction level.
The company can for the undertake R&D to improve the existing
The company should promote about the entire feature offered by it.
As majority of the customer give opinion that they are satisfied is the
factor, services and design of the product of the company should taken not only maintain the
existing standard but also enhance them.
As majority of the respondents are satisfied with the safety and comfort feature of Mahindra
Bolero, the company should maintain the same standard and it is suggested to come up with
suitable measure to reduce the negative opinion among the consumer who are of the opinion
that the fuel consumption is a dissatisfying factor.
Majority of the respondents are satisfied with the safety and comfort feature of Mahindra
Bolero, the company should maintain the same standard and it is suggested to come up with
suitable measure to reduce the negative opinion among the consumer who are of the opinion
that the fuel consumption is a dissatisfying factor.
As such, Mahindra should focus on the aspects, which will enhance the customer
satisfaction and thus the market share.
69
Chapter-7
ANNEXURE
70
1) Age
71
a) 20 30 yrs.
b) 30 40 yrs.
c) 40 50 yrs.
d) 50 and above.
2. Occupation
a) Govt. Employees
b) Private company
c) Professional businessman
d) Any other
20000 - 30000
30000 -40000
40000 -50000
Above 50000
b) Satisfy
c ) Dissatisfied
d) Highly Dissatisfied
e) Neither satisfied nor dissatisfied
c) Dissatisfied
d) Highly Dissatisfied
e) Neither satisfied nor dissatisfied
b) Satisfy
c ) Dissatisfied
d) Highly Dissatisfied
e) Neither satisfied nor dissatisfied
11) Indicate your level of satisfaction with respect to dealers after sales services of Bolero?
a) Highly Satisfy
b) Satisfy
c ) Dissatisfied
74
d) Highly Dissatisfied
e) Neither satisfied nor dissatisfied
12) Indicate your level of satisfaction with respect to advance feature of Bolero?
a) Highly Satisfy
b) Satisfy
c ) Dissatisfied
d) Highly Dissatisfied
e) Neither satisfied nor dissatisfied
13) Indicate your level of satisfaction with respect to power of Bolero?
a) Highly Satisfy
b) Satisfy
c ) Dissatisfied
d) Highly Dissatisfied
e) Neither satisfied nor dissatisfied
d) Highly Dissatisfied
e) Neither satisfied nor dissatisfied
76
BIBLIOGRAPHY
behavior and action-(Assel Henry), Magazines and Reports, Business World, Business India,
Advertising Marketing, www.mahindra&mahindra.com, www.indiaindustry.com
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