Swaraj Tractor in Full Report
Swaraj Tractor in Full Report
Swaraj Tractor in Full Report
CHENNAI
CHAPTER I
INTRODUCTION
Customer is the king; this is all the more apt for today's business environment where,
all other factors remaining more or less constant, it is the value addition to the customer that
is making all the difference.
A key premise in customer satisfaction is understanding the needs and meeting or exceeding
the expectations of customers. Furthermore, this is done while optimally using resources.
While most companies have developed strategies to improve quality and external customer
service, internal customer satisfaction is a much neglected component of quality
improvement. To this end, it is important to emphasize that total customer satisfaction can be
attained only if all employees devoted to external customer satisfaction can work together
and assist each other to achieve the common objective, when the internal customer isn't
satisfied, Relationships with the external customer suffer. So, it is suggested to adopt
customer oriented approach to keep the internal customer satisfied and motivated, who in turn
will focus their attention and energy upon meeting the requirements of their customers,
thereby maximizing the customer, thereby maximizing the customer satisfaction.
Last, but not the least internal customer satisfaction survey helps in finding the
critical areas, which need further improvement.
Ø It enhance communication and hence helped in team building, hence there is less wasted
effort caused by lack of common purpose and poor communication.
Ø A good employee feedback survey improves employee attitude and boosts morals.
The importance of a customer is well known from the maxim, “Customer is the king”.
Earlier, organizational administrators concentrated only on the satisfaction of external
customers i.e. the target market. But now it is being realized that if the internal customer is
satisfied the quality as well as the quantity is also appreciable. Higher the customer
satisfaction index, higher will be the quality of the production. This results in the satisfaction
of external customers and ultimately brings profits & prosperity to the organization. It can
benefit the organization in following ways:-
1) There will be less employee turnover.
4) Qualitative product.
6) Good reputation in the market and many more benefits can be accrued.
Thus, every deptt. Should ensure that the customer deptt. is satisfied with the product and
services provided by it as it will result into an overall improvement of the organization.
To serve a final customer first of all a company has to satisfy his employees. If
employees are satisfied then they will ultimately satisfy the final customer. Three types of
marketing arise. These are a follows:-
1) Internal marketing:
2) External marketing:
When company communicates with its final end user regarding the product
complaints & suggestions so as to satisfy them.
3) Interactive marketing:
Today’s companies are facing their toughest competition ever. These companies can
outdo their competition if they can move from product and sales philosophy to a marketing
philosophy. We spell out in detail how companies can go about winning customers and
outperforming competitors. The answer lies in doing a better job of meeting and satisfying
customers’ needs. Only customer-centred companies are adept at building customers, not just
building product. They are skilled in market engineering, not just product engineering.
Too many companies think that it is the marketing/sales department’s job to procure
customers. If that department cannot, the company draws the conclusion that its marketing
people aren’t very good. But in fact, marketing is only one factor in attracting and keeping
customers. The best marketing department in the world cannot spell products that are poorly
made or fail to meet anyone’s need. The marketing department can be effective only in
companies whose various departments and employees have designed and implemented a
competitively superior customer value-delivery system.
Although the customer oriented firms seek to create high customer satisfaction, its
main goal is to maximize customer satisfaction, first the company can increase customer
satisfaction by lowering its prices, but results may be lower profits second the company
might be able to increase prices. Third the company has many stake-holders including
employees, dealers, suppliers and stock holders spending more to increase customer
satisfaction might divert funds from increasing the satisfaction of other partner. Estimate the
company must operate on the philosophy that it is trying to deliver a high level of satisfaction
to the other stake-holder within the constraints of its resources. From the past studies of last
three decades we observed that the company’s first task is to create and satisfy customers.
But today’s customers face a vast array of product and brand choice prices and suppliers.
It is generally believed that customers estimate which offer will deliver the most value
customers are like value maximizes, within the bounds of search costs and limited
knowledge, mobility income, they form an expectation of value and act on it, whether or not
the offer lives up to the value expectations affects customer’s satisfaction and their
repurchase probability.
CUSTOMER VALUE
Customer delivered value is the difference between the total customer value and total
consumer cost. Consumer value is the bundle of benefits customers expect from a given
product or service. Total consumer cost it the bundle of costs consumer expect to incur in
evaluating, obtaining and using the product.
That two customers can report being “highly satisfied” for different reasons. One may
be easily satisfied most of the time and other might be hard to please but was pleased on this
occasion. Companies should also note that managers and salespeople can manipulate their
ratings on customer satisfaction. They can be especially nice just before the survey. They can
also try to exclude unhappy customers from the survey. Another danger is that if customers
will know that the company will go out of its way to please customers, some customers may
express high dissatisfaction (even if satisfied) in order to receive more concession.
The value chain is a tool for identifying ways to create more customer value. Every
firm is a collection of activities that are performed to design, produce, market, deliver and
support its product. The value chain identifies nine strategically relevant activities that create
value and cost in a specific business. These nine value-creating activities consist of five
primary activities and four support activities.
Marketing managers rely on internal reports on orders, sales, prices, cost, inventory
levels, receivables, payables, and so on. By analyzing this information, they can spot
important opportunities and problems.
First, it can train and motivate the sales force to spot and report new developments.
Sales representatives are positioned to pick up information missed by other means.
Second, the company can motivate the distributors, retailers, and other intermediaries
to pass along important intelligence.
INTERNAL SOURCES
Company profit-loss statements, balance sheets, sales figures, sales call reports,
invoices, inventory reports and prior research reports.
EXTERNAL SOURCES
A) Government publications
C) Commercial data
NEED OF THE STUDY
Customer satisfaction survey is a systematic process for collecting consumer data, analyzing
this data to make it into actionable information, driving the results throughout an organization
and implementing satisfaction survey is a management information system that continuously
captures the voice of the customer through the assessment of performance from the
customers’ point of view.
CHAPTER-II
REVIEW OF LITERATURE
REVIEW OF LITERATURE
(Schrader 1999; Meijkamp 2000), ski rental and washing services (Hirschl,
Konrad et al. 2001).
For more than a decade now, a range of studies that address environmentally sound
consumer behaviour, e.g. car use, waste sorting, minimisation and recycling practices, have
been conducted. However, few studies evaluated consumer acceptance of the PSS concept – a
consumption based on non-ownership of physical products, see, for example, studies on car
sharing schemes
A number of examples (mainly from the business-to-business area) exist that confirm
the potential of PSS for reducing life cycle environmental impact. It is, however, increasingly
evident that these examples are difficult to directly apply to the market of private consumers,
mainly because business customers often prefer services to product ownership (Alexander
1997), while according to some studies it is a formidable challenge for private customers to
adopt “ownerless consumption” (Schrader 1996; Littig 1998). In addition, the environmental
impacts of such offers depend to a large extent on user behaviour. (Goodwin, Ackerman et
al. 1997); (OECD 1997); (Stern, Dietz et al. 1997); (Thøgersen and Ölander 2002).
defines, “…a customer is any organization or individual with which you have done
business over the past twelve months”. “Customer means the party to which the goods are to
be supplied or service rendered by the supplier”. Provide definition for ‘customer’ upon two
approaches: With reference to loyalty, “A customer is the person that assesses the quality of
the offered products and services” and on process oriented approach, “the customer is the
person or group that receives the work output” (p.9).
Customer satisfaction is the reaction of customer toward state of the fulfilment and
judgment of customer about that fulfilled state Customer satisfaction is the expectation before
consuming a product regarding quality or it is a pre-consumption judgment or
expectation(bae,2012).Satisfaction is an outcome of purchase in which consumer compare
cost and rewards with the anticipated consequences(Maxham,2001).There is always a
positive relationship between customer satisfaction and profit maximization of an
organization(bowen&chen,2001).
No one is important than customers and their satisfaction is the ultimate objective
through improvement in services in terms of competitiveness and it saves future revenue plus
it becomes the cause of cost reduction in future. Customer satisfaction is the perceived
feeling of a customer for which he or she has set standards if his expectations match with the
standard he is satisfied
(Eggert&Ulaga,2002
(O’sullivan,Mccalling,2010)
.(Campbell&Finch,2004).
The exceptional dissemination of portable administrations has beaten the masters ‘desires.
Telecommunication has turned into a heading segment, giving commoditized administrations.
Accordingly, the infiltration of cellular telephones is very nearly twice as high as that of
personal computers. The portable Internet guaranteed equalling adaptability and expense
productivity to the typical web. In any case, encounters show that the improvement of
portable web requisitions needs to think about uncommon tests in the zones of convenience,
advancement proficiency.(Spriestersbach&Springer,2005).As interest obliges that more
provisions be re-wrote for versatile arrangements, organizations may think that it is important
to upgrade information offering and substance conveyance systems to backing the portable
stage
.(Devi,Ramzan&Shander,2012).
(Qian,Wang,Gerbar,Mao,San,Spatscheck,2011).
Cell phones and tablets are converting the way individuals digest news, take after
games, and sit in front of the TV and films. Individuals are basically strolling around with a
worldwide new room, a games enclosure, widescreen HD TV, and film theater in their pocket
or tote. Further more as a rule nowadays, clients have a decision by they way they need to get
to the data and captivate with the substance(Anderson,2013)It is evident that clients are vital
stakeholders in associations and their fulfillment is a necessity to administration. Client
fulfillment has been a subject of incredible enthusiasm to associations and specialists
indistinguishable.
CHAPTER III
RESEARCH METHODLOGY
PRIMARY OBJECTIVE
The primary objective of the study is to find out the “a study on the customer
satisfaction level of SWARAJ TRACTOR.”
SECONDARY OBJECTIVE
To study the socio economic variables that influences the insuring public to take-up
the policies.
To study the awareness of insurance plans in SWARAJ TRACTOR
To study the effectiveness of advertisement of SWARAJ TRACTOR
To study the customer perception of life insurance
To study the efficiency of SWARAJ TRACTOR being a private organization.
The study suffers from a few limitations, which will have to be kept in mind for the
findings to be fairly interpreted
The recommendations are subjected to time and cost constraint
Sampling has its own limitations, which would have resulted in minor errors
There can be errors due to bias of respondents
The size of the sampling was not big enough to arrive at strong conclusion. The
results should be interpreted with the above limitations in perspective.
RESEARCH METHODOLOGY
RESEARCH DESIGN
TYPE OF RESEARCH:
The method of conducting research deals with research design, data collection method,
sampling method. It explained about the nature of research work to be done such as
descriptive nature of research, which is used in this study.
DESCRIPTIVE RESEARCH:
The researcher has adopted descriptive research design for the purpose of this survey.
Descriptive studies are that study which is concerned with describing the characteristics of a
particular individual, or of a group.
RESEARCH DESIGN
DATA COLLECTION
PRIMARY DATA
The primary data for this study is collected with the objective in mind “a study on the
customer perception of SWARAJ TRACTOR.
SECONDARY DATA
The secondary data for the study is collected with the information that is being published in
journals and magazines and from the internet.
SAMPLE COLLECTION
The data required for the study is collected with the help of questionnaire. These
questionnaires are handed over to the customers and asked to get it filled up. The data is
interpreted from the information that is incurred from the questionnaire
SAMPLE AREA
The area where the data is collected is in and around SWARAJ TRACTOR. The
respondents are the people who reside in Chennai.
SAMPLE SIZE
Due to the limitation of time and scope of the study the number of respondents from which
the data is collected is 100.
RESEARCH TOOL
STOOLS OF ANALYSIS
Analytical techniques are used to obtain findings and arrange information in a logical
sequence from the data collected. After tabulation of the data, researcher used the following
quantitative techniques
1. Percentage Analysis
The data that is obtained is from the questionnaire is analyzed through percentage analysis.
The results are shown on the percentage basis.
2. Graphs
Graphical representations are used to show the results in simple form. The graphs are
prepared on the basis of data that is received from the percentage analysis
The research methodology tool chi – square test is being taken as a tool in order to bring out
the final result by analyzing the factors. The end result for the study is being derived from the
using this research tool.
Chi square test is an important non parametric test and as such no test is necessary in respect
of the population. We require only the degree of freedom (implicitly of the course the size
of the sample) for using this test. As anon parametric test chi square can be used (i) as a test
of goodness to fit and (ii) as a test of independence. Since there searcher used test of
independence only the details about the independence is given below
TEST OF INDEPENDENCE
The 2 test is used to test whether there is a significant difference between the observed
number of responses in each category and the expected number of responses for such
category under the assumption of null hypothesis. It enables us to explain whether or not two
attributes are associated with each other. In order that we may apply the chi-square test either
as a test to judge the significance of association between attributes, it is necessary that the
observed as well as theoretical distribution must be adjusted to give the same total frequency
as we find in case of observed distribution. Karl Pearson developed test for testing the
significance of discrepancy between experimental values and the theoretical values obtained
under some theory of hypothesis. This is known as test of goodness of fit. Karl Pearson
proved that the statistics is used to test whether difference between observed and expected
frequencies are frequent.
CHAPTER IV
DATA ANALYSIS AND INTERPRETATION
TABLE 4.1
AGE OF THE RESPONDENT
Age
INTERPRETATION
The above table it is clear that the 14% of the respondent are aged between below
25 years, 14% of the respondent are aged between 20-30 years, 31% of the respondent are
aged between 30-40 years, 32% of the respondent are aged between above 40 years.
CHART 4.1
AGE OF THE RESPONDENT
TABLE 4.2
GENDER OF THE RESPONDENT
GENDER
Frequen Percent Valid Cumulative
cy Percent Percent
male 46 46.0 46.0 46.0
Vali
female 54 54.0 54.0 100.0
d
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the 46% of the respondent are male and 54% of the
respondents are female.
CHART 4.2
GENDER OF THE RESPONDENT
TABLE 4.3
MARITAL STSTUS OF THE RESPONDENT
MARITALSTATUS
Frequenc Percent Valid Cumulative
y Percent Percent
married 49 49.0 49.0 49.0
Valid unmarried 51 51.0 51.0 100.0
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the 49% of the respondent are married, 51% of the
respondent is unmarried.
CHART 4.3
MARITAL STSTUS OF THE RESPONDENT
TABLE 4.4
OCCUPATION OF THE RESPONDENT
OCCUPATION
Freque Percent Valid Cumulative
ncy Percent Percent
student 15 15.0 15.0 15.0
employed 26 26.0 26.0 41.0
self-employed 21 21.0 21.0 62.0
Valid
business 23 23.0 23.0 85.0
agriculture 15 15.0 15.0 100.0
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the 15% of the respondent are student,26% of the
respondent are employee ,21% of the respondent are self employed tractor,23% of the
respondent are business ,15% of the respondent are agriculture.
CHART 4.4
OCCUPATION OF THE RESPONDENT
TABLE 4.5
EDUCATIONAL QUALIFICATION
EDUCATIONAL
Frequenc Percent Valid Cumulative
y Percent Percent
SSLC 20 20.0 20.0 20.0
HSC 32 32.0 32.0 52.0
Valid diploma 27 27.0 27.0 79.0
graduate 21 21.0 21.0 100.0
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the 20% of the respondent are qualified in sslc, 32%
of the respondent are qualified in hsc , 27% of the respondent are qualified in diploma
,21% of the respondent are qualified in post graduate.
CHART 4.5
EDUCATIONAL QUALIFICATION
TABLE 4.6
MONTHLY INCOME OF THE RESPONDENT
MONTHLYINCOME
Frequen Percent Valid Cumulative
cy Percent Percent
below10000 13 13.0 13.0 13.0
10000-20000 18 18.0 18.0 31.0
20000-30000 32 32.0 32.0 63.0
Valid
30000-40000 24 24.0 24.0 87.0
above40000 13 13.0 13.0 100.0
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the13% of the respondent are monthly income is
below 10000,18% of the respondent are monthly income is 10000-20000,32% of the
respondent are monthly income is 20000-30000,24% of the respondent are monthly income
is 30000-40000,13% of the respondent are monthly income is above 40000.
CHART 4.6
MONTHLY INCOME OF THE RESPONDENT
TABLE 4.7
MILEAGE OF RESPONDENTS
MILIAGE
Frequen Percent Valid Cumulative
cy Percent Percent
0-5km/liter 31 31.0 31.0 31.0
5-10km/liter 42 42.0 42.0 73.0
Valid
above-10km/liter 27 27.0 27.0 100.0
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the 31.0 % of the respondent are says that 0-
5km/liter mileage of the tractor running, 42.0% of the respondent are says that 5-10km/liter
mileage of the tractor running, 27.0% of the respondent are says that above 10km /liter
mileage of the tractor running.
CHART 4.7
MILEAGE OF RESPONDENT
TABLE 4.8
PURCHASE SWARAJ TRACTOR OF THE RESPONDENT
PURCHASESWARAJTRACTOR
Frequenc Percent Valid Cumulative
y Percent Percent
showroom 16 16.0 16.0 16.0
friends 36 36.0 36.0 52.0
Valid relatives 28 28.0 28.0 80.0
others 20 20.0 20.0 100.0
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the 16.0% of the respondent that the source of
purchase swaraj tractor from showroom, 36.0% of the respondent that the source of purchase
swaraj tractor from friends, 28.0% of the respondent that the source of purchase swaraj
tractor from relatives, 20.0% of the respondent that the source of purchase swaraj tractor from
others.
CHART 4.8
PURCHASE SWARAJ TRACTOR OF THE RESPONDENT
TABLE 4.9
MODEL OF SWARAJ TRACTOR
MODELSOFSWARAJ
Frequenc Percent Valid Cumulative
y Percent Percent
SWARAJ-735FE 8 8.0 8.0 8.0
SWARAJ-835FE 30 30.0 30.0 38.0
SWARAJ 843 XM 30 30.0 30.0 68.0
TRACTOR
SWARAJ 843 XM 20 20.0 20.0 88.0
Valid TRACTOR
INTERPRETATION
The above table it is clear that the 8.0% of the respondent are used to the
swaraj tractor model is swaraj-735fe, 30.0% of the respondent are used to the swaraj
tractor model is swaraj-835fe,30.0% of the respondent are used to the swaraj tractor
model is swaraj 843 xm tractor,20.0% of the respondent are used to the swaraj tractor
model is swaraj 843 xm tractor,12.0% of the respondent are used to the swaraj tractor
model swaraj 744 fe tractor.
CHART4.9
MODEL OF SWARAJ TRACTOR
TABLE 4.10
PRICING POLICY OF THE RESPONDENT
PRICINGPOLICY
Freque Percent Valid Cumulative
ncy Percent Percent
Excellent 18 18.0 18.0 18.0
Good 14 14.0 14.0 32.0
average 24 24.0 24.0 56.0
Valid
Bad 23 23.0 23.0 79.0
very bad 21 21.0 21.0 100.0
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the 18.0% of the respondent are says that
excellent with the pricing policy,14.0% of the respondent are says that pricing policy is
good,24.0% of the respondent are average with the pricing policy ,23.0% of the respondent
are says that pricing policy is bad,21.0% of the respondent are says that pricing policy is
very bad.
CHART 4.10
PRICING POLICY OF THE RESPONDENT
TABLE 4.11
KNOW ABOUT SWARAJ TRACTOR
KNOWABOUTSWARAJ
Frequenc Percent Valid Cumulative
y Percent Percent
Yes 56 56.0 56.0 56.0
Valid No 44 44.0 44.0 100.0
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the 56% of the respondent are know that the swaraj
tractor,44% of the respondent are unknown that the swaraj tractor.
CHART 4.11
KNOW ABOUT SWARAJ TRACTOR
TABLE 4.12
ANY TRACTOR OF THE RESPONDENT
HAVEANYTRACTOR
Frequenc Percent Valid Cumulative
y Percent Percent
Yes 55 55.0 55.0 55.0
Valid No 45 45.0 45.0 100.0
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the 55.0% of the respondent are purchasing to the
tractor,45.0% of the respondent are nothing to the another tractor.
CHART 4.12
ANY TRACTOR OF THE RESPONDENT
TABLE 4.13
ASSOCIATED THE RESPONDENT
ASSOCIATEDOFSWARAJ
Frequenc Percent Valid Cumulative
y Percent Percent
0 – 6 months 24 24.0 24.0 24.0
6 – 12 35 35.0 35.0 59.0
Valid
months
1 – 2 years 19 19.0 19.0 78.0
Above 2 22 22.0 22.0 100.0
years
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the 24.0% of the respondent are associated with
the swaraj tractor is 0-6 months,35.0% of the respondent are associated with the swaraj
tractor is 6-12 months,19.0% of the respondent are associated with swaraj tractor is 1-2
years,22.0% of the respondent are associated with the swaraj tractor is above 2 years.
CHART 4.13
ASSOCIATED TO THE RESPONDENT
TABLE 4.14
BRAND OF TRACTOR
BRANDOFTRACTOR
Frequenc Percent Valid Cumulative
y Percent Percent
swaraj 16 16.0 16.0 16.0
Eicher 20 20.0 20.0 36.0
HMT 18 18.0 18.0 54.0
Valid
Sonalika 20 20.0 20.0 74.0
Others 26 26.0 26.0 100.0
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the 16.0% of the respondent are used to
the swaraj tractor,20.0% of the respondent are used to the eicher brand tractor,18.0% of the
respondent are used to the hmt brand tractor,20.0% of the respondent are used to the sonalika
brand tractor,26.0% of the respondent are used to the others brand tractor.
CHART 4.14
BRAND OF TRACTOR THE RESPONDENT
TABLE 4.15
COMPETITIVE BRAND OF THE SWARAJ TRACTOR
INTERPRETATION
The above table it is clear that the 50.0% of the respondent are competitive brand
of the swaraj tractor,50.0% of the respondent are non competitive brand of the swaraj tractor.
CHART 4.15
COMPETITIVE BRAND OF THE SWARAJ TRACTOR
TABLE 4.16
HAPPY WITH THE SERVICE TO THE SWARAJ TRACTOR
CHART 4.16
HAPPY WITH THE SERVICE TO THE SWARAJ TRACTOR
TABLE 4.17
EXPERIENCE OF THE RESPONDENT
EXPERIENCE
Frequenc Percent Valid Cumulative
y Percent Percent
Valid below5years 18 18.0 18.0 18.0
5-10years 36 36.0 36.0 54.0
10-15years 26 26.0 26.0 80.0
above20year 20 20.0 20.0 100.0
s
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the 18% of the respondent are working in the
swaraj tractor from below 5 years, 36% of the respondent are working in this swaraj tractor
from 5-10 years, 26% of the respondent are working in this swaraj tractor from 10-15
years,20% the respondent are working in this swaraj tractor from above 20 years.
CHART 4.17
INTERPRETATION
The above table it is clear that the 15.0% of the respondent are suggestion the
service is excellent, 21.0% of the are suggestion the service is good,29.0% of the respondent
are suggestion the service is average,19.0% of the respondent are suggestion the service is
bad,16.0% of the respondent are suggestion the service is very bad.
CHART 4.18
SUGGESTION THE SERVICE OF RESPONDENT
TABLE 4.19
PLANNING TO THE ANOTHER TRACTOR
INTERPRETATION
The above table it is clear that the 47.0% of the respondent are planning to the
another tractor,53.0% of the respondent are not changing the tractor.
CHART 4.19
PLANNING TO THE ANOTHER TRACTOR
TABLE 4.20
RATE THE TRACTOR OF RESPONDENT
Freque Percent Valid Cumulative
ncy Percent Percent
excellent 14 14.0 14.0 14.0
good 27 27.0 27.0 41.0
average 26 26.0 26.0 67.0
Valid
Bad 17 17.0 17.0 84.0
very bad 16 16.0 16.0 100.0
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the 14.0% of the respondent are says that the tractor
rate is the excellent,27.0% of the respondent are says that the tractor rate is good,26.0% of the
respondent are says that the tractor rate is the average,17.0% of the respondent are says that
the tractor rate is bad,16.0% of the respondent are says that the tractor rate is very bad.
CHART 4.20
RATE THE TRACTOR OF RESPONDENT
TABLE 4.21
OVERALL OPINION OF RESPONDENT
OVERALLOPINIONSWARAJTRACTOR
Freque Percent Valid Cumulative
ncy Percent Percent
excellent 17 17.0 17.0 17.0
Good 18 18.0 18.0 35.0
average 28 28.0 28.0 63.0
Valid
Bad 18 18.0 18.0 81.0
very bad 19 19.0 19.0 100.0
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the 17.0% of the respondent are says to the
overall opinion to the tractor is excellent, 18.0% of the respondent are says to the overall
opinion to the tractor is good 28.0% of the respondent are says to the overall opinion to the
tractor is average,18.0% of the respondent are says to the overall opinion to the tractor is
bad,19.0% of the respondent are says to the overall opinion to the tractor is very bad.
CHART 4.21
OVERALL OPINION OF RESPONDENT
TABLE 4.22
MODE OF SALE IN CASE OF THE RESPONDENT
MODEOFSALE
Frequenc Percent Valid Cumulative
y Percent Percent
Case 49 49.0 49.0 49.0
Valid Credit 51 51.0 51.0 100.0
Total 100 100.0 100.0
INTERPRETATION
The above table it is clear that the 49.0% of the respondent are mode of
sale in case, 51.0% of the respondent are mode of sale in credit.
CHART 4.22
MODE OF SALE IN CASE OF THE RESPONDENT
CHI-SQUARE TEST
AGE * KNOWABOUTSWARAJ
Crosstabulation
Count
KNOWABOUTSW Total
ARAJ
yes no
BELOW2 9 5 14
0
20-30 14 17 31
AGE
30-40 17 15 32
ABOVE4 16 7 23
0
Total 56 44 100
Chi-Square Tests
Value df Asymp. Sig.
(2-sided)
Pearson Chi-Square 3.693a 3 .297
Likelihood Ratio 3.749 3 .290
Linear-by-Linear .717 1 .397
Association
N of Valid Cases 100
a. 0 cells (0.0%) have expected count less than 5. The
minimum expected count is 6.16.
Symmetric Measures
Value Approx.
Sig.
Nominal by Contingency .189 .297
Nominal Coefficient
N of Valid Cases 100
CORRELATION METHOD
Symmetric Measures
Value Asymp. Std. Approx. Approx.
Errora Tb Sig.
Nominal by Contingency .471 .028
Nominal Coefficient
Interval by .107 .103 1.070 .287c
Pearson's R
Interval
Spearman .081 .107 .802 .425c
Ordinal by Ordinal
Correlation
N of Valid Cases 100
a. Not assuming the null hypothesis.
b. Using the asymptotic standard error assuming the null hypothesis.
c. Based on normal approximation.
EXPERIENCE
a,b
Tukey HSD
OCCUPATI N Subset for
ON alpha = 0.05
1
employed 26 2.2692
selfemployed 21 2.2857
agriculture 15 2.4000
student 15 2.5333
business 23 2.9130
Sig. .279
Means for groups in homogeneous
subsets are displayed.
a. Uses Harmonic Mean Sample Size =
19.019.
b. The group sizes are unequal. The
harmonic mean of the group sizes is
used. Type I error levels are not
guaranteed.
CHAPTER V
FINDINGS:
Majority of14% of the respondent are aged between below 25 years, 14% of the
respondent are aged between 20-30 years.
Majority of 46% of the respondent are male and 54% of the respondent is female.
Majority of 49% of the respondent are married.
Majority of 15% of the respondent are student,26% of the respondent are employee.
Majority of 20% of the respondent are qualified in sslc, 32% of the respondent are
qualified in hsc..
Majority of 13% of the respondent are monthly income is below 10000,18% of the
respondent are monthly income is 10000-20000,32% of the respondent are monthly
income is 20000-30000.
Majority of 31.0 % of the respondent are says that 0-5km/liter milage of the tractor
running, 42.0% of the respondent are says that 5-10km/liter milage of the tractor
running.
Majority of 16.0% of the respondent that the source of purchase swaraj tractor from
showroom, 36.0% of the respondent that the source of purchase swaraj tractor from
friends.
Majority of 8.0% of the respondent are used to the swaraj tractor model is SWARAJ-
735FE,30.0% of the respondent are used to the swaraj tractor model is SWARAJ-
835FE.
Majority of 18.0% of the respondent are says that excellent with the pricing
policy,14.0% of the respondent are says that pricing policy is good,24.0% of the
respondent are average with the pricing policy.
Majority of 56% of the respondent are know that the swaraj tractor.
Majority of 55.0% of the respondent are purchasing to the tractor.
Majority of 24.0% of the respondent are associated with the swaraj tractor is 0-6
months,35.0% of the respondent are associated with the swaraj tractor is 6-12 months.
Majority of 16.0% of the respondent are used to the swaraj tractor,20.0% of the
respondent are used to the eicher brand tractor.
Majority of 50.0% of the respondent are competitive brand of the swaraj tractor.
Majority of 53.0% of the respondent are happy with the service to the swaraj tractor.
Majority of 18% of the respondent are working in the swaraj tractor from below 5
years, 36% of the respondent are working in this swaraj tractor from 5-10 years.
Majority of 15.0% of the respondent are suggestion the service is excellent,21.0% of
the are suggestion the service is good,29.0% of the respondent are suggestion the
service is average.
Majority of 47.0% of the respondent are planning to the another tractor,53.0% of the
respondent are not changing the tractor.
Majority of 14.0% of the respondent are says that the tractor rate is the
excellent,27.0% of the respondent are says that the tractor rate is good,26.0% of the
respondent are says that the tractor rate is the average.
Majority of 17.0% of the respondent are says to the overall opinion to the tractor is
excellent,18.0% of the respondent are says to the overall opinion to the tractor is
good 28.0% of the respondent are says to the overall opinion to the tractor is average.
Majority of 49.0% of the respondent are mode of sale in case,51.0% of the respondent
are mode of sale in credit.
SUGGESTIONS
The following suggestions could be made for the better performance of Big Bazaar,
CONCLUSION:
The analysis began with a simple question of why consumer behavior and an
understanding of such processes is useful from the perspective of the marketer. There were a
variety of findings uncovered over the course of this research, the majority of which establish
some form of affectation according to psychological influences and messaging stimuli.
Inherently linked to brand loyalty and the consumer commitment to the product or brand over
time, the means of reducing switching behaviors within extremely saturated marketplaces are
directly afforded by marketing communication. The effectiveness of such communication,
however, can have the desired (or opposite) result on sustaining consumer loyalty over an
extended period of time. While more traditional marketing models focused on product
features and competitive positioning of particular brands or products, modern marketing
emphasizes the relationship between consumer behavior and value. By enhancing a product's
value, consumers are encouraged to engage in the buying process and are more likely to
maintain personal investment in a product over an extended period of time. The researcher
has given some policy recommendations for the benefits of the tractor industry. If
the above says recommendation is being considered the company may able to
maintain the market is scheme as can company top position in particular in the
region.
REFERENCE
BIBLIOGRAPHY
WEBSITES-
1. www.wikimedia.com
2. www.retailindia.com
3. www.google.co.in
ANNEXURE
A STUDY ON CUSTOMER SATISFACTION IN SWARAJ TRACTOR AT
CHENNAI
QUESTIONARIES
1. Name:
a) Male b) female
a) Married b) unmarried
6. Educational qualification
7. Monthly income
8. Experience
9. Mileage of Respondents
a) Cash b) credit
a) SWARAJ-735FE
b) SWARAJ-835FE
c) SWARAJ 843 XM TRACTOR
d) SWARAJ 843 XM TRACTOR
e) SWARAJ 744 FE TRACTOR
a) Yes b) No
16.For how many years you are associated with swaraj tractors?
a) Yes b) No
a) Yes b) No
20.. What are your suggestions for swaraj tractors to improve the services?
a) Yes b) No
22. How would you rate the swaraj tractor to its customers?
23.. What are you’re over all opinion about swaraj tractors?