CUSTOMER SATISFACTION TOWARDS MAHINDRA

Submitted in partial fulfillment of the requirements for BBA

programme of Guru Gobind Singh Indraprastha University, Delhi.

Submitted by
Manish Kumar Rana
03019201721
Submitted to
Dr. Ankita Nagpal
(Associate Professor)

Lingaya’s Lalita Devi Institute of Management & Sciences

Mandi Road, Mandi
Delhi-110047
DECLARATION
We hereby declare that the project report, entitled ‘Business Research Methodology’, submitted to Guru Gobind Singh
Indraprastha University, New Delhi, is a record of an original work done by me under the guidance of Dr. Ankita Nagpal
(Associate Professor), Lingaya’s Lalita Devi Institute Of Management And Sciences, Mandi Road, New Delhi-110047 and this
project work has not performed the basis for the award of any degree to our best knowledge.

Place: New Delhi

Candidate’s Signature
Name: Manish Kumar Rana
Roll No.: 03019201721
 CERTIFICATE
This is to certify that Manish kumar Rana BBA III Sem Enrolment No. 03019201721have successfully completed the MIS project.
This project has been done in fulfillment for Bachelor of Business Administration course. The student has also made her project to
my entire satisfaction and as per the requirement of the course.
The work has not been anywhere else for the award of degree. All source of information has been duly mentioned.

SIGNATURE
Dr. Ankita Nagpal
ACKNOWLEDGEMENT

It is my pleasure to be indebted to various people, who directly or indirectly contributed in the development of this work and who

influenced my thinking, behavior and acts during the course of study.

I express my sincere gratitude to DR. K.K. GARG the worthy Director of Lingaya’s Lalita Devi Institute of Management &

Sciences, for providing me an opportunity of doing this project under his leadership.

I also extend my sincere indebtedness to DR.ANKITA NAGPAL who provided his/her valuable suggestion and precious time in

accomplishing my project. I also take the opportunity to express my sincere gratitude to each and every person, who directly or

indirectly helped me throughout the project and without anyone of them this project would not have been possible.

The immense learning from this project would be indelible forever.

Manish kumar Rana

(Sign & Name of the student)

 LIST OF FIGURES

S.NO PARTICULARS PAGE NUMBER

1
2
3
4
5
TABLE OF CONTENTS

S.NO TOPIC PAGE NO.

1. Declaration

2. Certificate

3. Acknowledgement

4. List of figures

5. Chapter -1 Introduction
 Research
 Scope of Research
 Types of Research
 Research Process
 Types of Data
 Population and Sample
 Questionnaire Design Process

6. Chapter -2 Introduction to SPSS

 Introduction
 Advantages
 Disadvantages
 Applications in Research

7. Chapter-3 Introduction to Topic

 Introduction
 Objective of the study
 Literature review
 Results and methodology
 Limitations of the study
 Conclusion
 Bibliography
 Questionnaire
 CHAPTER 1
INTRODUCTION
TO
RESEARCH METHODOLOGY
 (1.1) RESEARCH

Basically, research means to “search again’’. It signifies patient study and scientific investigation wherein the researcher takes
another, more careful look at data to discover all that can be known about the subject of study. Research is “creative and systematic
work undertaken to increase the stock of knowledge, including knowledge of humans, culture and society, and the use of this stock
of knowledge to devise new applications’’. It involves the collection, organization, and analysis of information to increase our
understanding of a topic or issue.

At a general level, research has three steps:

1. Pose a question
2. Collect data to answer the question
3. Present an answer to the question

This should be a familiar process. You engage in solving problems every day and you start with a question, collect some more
information, and then form an answer. Research is important for three reason:

1. Research adds to our knowledge: Adding to knowledge means that educators undertaken research to contribute to
existing information about issues.
2. Research improves practice: research is also important because it suggests improvements for practice. Armed with
research results, teachers and other educators become more effective professionals.
3. Research informs policy debates: research also provides information to policy makers when they research and debate
educational topics.

A research project may also be an expansion on past work in the field. Research projects can be used to develop further knowledge
on a topic, or in the example of a school research project, they can be used a further a students’s research prowess to prepare them
for future jobs or reports. To test the validity of instruments, procedures, or experiments, research may replicate elements of prior
projects or the project as a whole. The primary purposes of basic research (as opposed to applied research) are documentation,
discovery, interpretation, or the research and development (R&D) of methods and systems for the advancement of human
knowledge. Approaches to research depend on epistemologies, which vary considerably both within and between humanities and
sciences. There are several form of research: scientific, humanities, artistic, economic, social, business, marketing, practitioner
research, life, technological, etc. the scientific study of research practices is known as meta- research.
 (1.2) SCOPE OF RESEARCH.

Scope of research is divided in three parts:

environmental level
organizational marketing level
level
technoligal human resource product
innovations management price
competitors analysis finance place
industry fears product promotion
new market entry organizational sales
new product effectiveness and customers
development success

Based on the three types of environment, the scope of business research involves research at 3 levels :

1. ENVIRONMENTAL LEVEL: When research relates in the external environment then it is known as environmental
level. For e.g.: research on various innovations, competitors, new products etc. the research at environmental level aids in
the opportunity and threat analysis.
Under environmental research we can cover the following areas of research:
 Competitive advantage: organizations generally conduct research for finding out different ways through which they
have a competitive advantage over the competitors.
 Technical innovations: another area of research is technological innovations. Organizations always strive for the usage
of new technologies, processes and equipments.
 Industrial fears: every industry faces some fears which affect the existence of industry. All the organizations conduct
research for finding out ways in order to mitigate fear.
 Qualities issues: Another fields which calls for research work is quality. There is always a scope of scope of quality
improvement and organization which has better quality can charge a premium.

2. ORGANIZATIONAL LEVEL: research relating to internal environment i.e. the primary departments of the
organization, is known as organizational level research. Research at the organizational level helps in analyzing its strength
and weakness. for e.g.
 Production management: the research performs an important function is product development, diversification,
introducing a new product, product improvement, process technologies, choosing a site etc.
  Personnel management: research works well for job redesigning, organization reconstructing, development of
motivational strategies, improvement in the abilities and skills of employees, employee satisfaction and
organizational development.
 Financial management: research can be useful for portfolio management, distribution of dividend, capital
raising , hedging and looking after fluctuations in foreign currency and product cycles.
 Material management: research is utilized in choosing the suppliers, making the decisions relevant to make or
buy as well as in selecting negotiation stratigies.
 General management: research contributes greatly in developing the standards, objectives, long term goals, and
growth strategies.
3. MARKETING LEVEL: the marketing department plays a vital role in promoting the business and mission of an
organization. It serves as the face of the company. It is the marketing departments to reach out to prospects, customers,
investors and /or the community while creating an overarching image that represents the company in a positive light.
Marketing research covers all aspects of marketing of goods and services. There are various ways of classifying
marketing aspects into categories according to the activity involved such as:
 Product research: it deals with the design, development of new product, the viability of existing products and
estimating the demands in relation to consumers future preferences in relation to style , product, performance, and
competition.
 Sales research: it involves an examination of the company’s selling activities. This is usually held by sales outlet or
marketing zones and is analysed over a specified time period to enable direct comparisons over time.
 Customer research: it deals with buyer behavior. It entails researching the economic, social and psychological
factors affecting decisions under different buying situations at the consumers, trade or industrial level. Such research
covers the consumers attitude and perceptions and impacts of different marketing tactics that an organization may
adopt in the market.
 Pricing research: it deals with decision about the cost to the buyer, including the judgment of price changes, the
effectiveness of relative positioning and to estimate demand in the competitive market.
 Promotional research: it is concerned with testing and evaluating the effectiveness of various methods used in
developing and promoting a company’s product service. Marketing research provides the decision maker with
information that allows the reduction of uncertainty surrounding business decisions.
 (1.3.) TYPES OF RESEARCH

on the basis of application on the basis of purpose

1. pure/ basis fundamental
1. exploratory
2. applied / action
2. descriptive
3. casual
Research
can be
on the basis of on the bais of research classified
measurement method
as various
1. quantative 1. conceptual
ways
2. qualatitive 2. empirical
shown in
the figure.
other basis These are
1. time period discussed
2. era of time in details in
3. orietation succeeding
4. place/ environment sections.

 ON THE BASIS OF APPLICATION

 PURE RESEARCH
Pure research is not preconceived but rather conducted without a particular goal in mind. Such researchers enables
identification of different variables acting on a system or identification of the relationship between different variables.
Thus, it increases the understanding of the world and introduces new theories, ideas, or rules, as well as acts as a
progressive way of thinking. It tends to be descriptive in nature. It could be a basis for studying the source of new
information and introducing better ways of research. Sometimes it can act as groundwork for applied research.
 APPLIED RESEARCH
It is often based on basic research or pure research. Applied research, unlike pure research, is based on and conducted in
order to solve a specific and practical problem which could relate to a number of fields such as medicine, technology,
education, or agriculture. It focuses on analyzing and solving real life problems using scientific methods. It is also
important to not that applied studies are always based on the information or theories learned through pure research and
attempts include empirical methods in it.
 ON THE BASIS OF PURPOSE–
 EXPLORATORY RESEARCH
the purpose to analyze the data and to explore the possibility of obtaining as many relationships as possible different
variables without knowing their end applications. The feature of exploratory research are flexible or unstructured. In this
researcher skill in observing and recording all possible information and impressions.
 DESCRIPTIVE RESEARCH
in descriptive research we describe the characteristics of objects, people, groups, organizations, environments, situations,
communities, phenomena, outcomes, or programs. Descriptive research has planned and structured features. In this study
the researchers have prior knowledge of the problem situations.
 CASUAL RESEARCH
 in casual research the purpose is to explain the cause and effect relationship. The features of casual research are highly
structured and sequential for betterment. in prerequisite of casual research the researcher have strong knowledge of the
theoretical background.

 ON THE BASIS OF MEASURMENT

 QUANTATIVE RESEARCH
It refers to the one that describes, infers and resolves problems using members. The emphasis is base on the collection and
summary of data and the drawing of inferences from the data. The main objective of qualitative research is to develop and
employ mathematical models, theories and hypothesis pertaining to some natural phenomena under study. It is conducted
in a structured way using computational, statistical and similar methods. Thus, it is applicable to phenomena that can
expressed in terms of quantity. This involves a larger population to obtain accurate results. This research basically use
close ended questions.
 QUALITATIVE RESEARCH
It is n inquiry process that’s helps in depth understanding of the problems or issues in their natural settings. This is anon
statistical research method concerned with the qualitative phenomenon, i.e, phenomenon relating to or involving quality
or kind. It is based on words, feelings, emotions, sounds and non – numerical and unquantifiable elements which cannot
be analyzed by means of mathematical techniques. It is heavily dependent on the researchers experience and the questions
asked for an investigation.
 ON THE BASIS OF RESEARCH METHODS

 CONCEPTUAL RESEARCH: Conceptual research is the study related to some abstract idea or theory
conducted by observing and analyzing already present information on a given topic .It is generally used by
theorists and intellectuals to develop new concepts or to reinterpret existing once with some new light .It
involves breaking down a theorem or concept into its constituent parts to gain a better and deeper understanding
of the issue concerning the theorem
 EMPIRICAL RESEARCH: It relies on experience or observation alone. The objective is to come up
with conclusions which are capable of being verified by observation or experiments. Hence these studies are
often called experimental research. It is data based research, where the researcher must provide himself with a
working hypothesis or guess as to the probable results based on existing theory or systems. He then works to get
enough facts to prove or disprove his hypothesis.
E) SOME OTHER TYPES OF RESEARCH
All other types of research are variations of one or more of the above stated types. Other type of research could be
based on either the purpose of research, or the time required to accomplish the research or the environment in which
research is done or on the basis of some other similar factor.
 ONE TIME RESEARCH AND LONGITUDINAL RESEARCH
In the former period case, the research is confined to a single time period
(eg: population research) whereas in the latter case the research
is carried on over several time period.
 HISTORICAL RESEARCH AND COMPARATIVE RESEARCH
Historical research is based on remote or recent past in order to explore patterns that occurred in past. This research
utilizes historical sources like documents, remains, etc. to study events or ideas of the past, including the philosophy of
persons and groups at any remote point of time.
 Comparative research relates to present wherein a comparison of two or more samples of subjects under study is done
on the basis of selected variables or attributes.
 CONCLUSION ORIENTED AND DECISION ORIENTED
In conclusion oriented the researchers are free to pick up a problem, redesign and enquires as he proceeds and is
prepared to conceptualize as he wishes.
The decision oriented research is always for the need of the decision maker and the researcher, in this case, is not free to
embark upon a research according to his own indications. Operations research is an example of decision oriented
research.
 FIELD SETTING AND LABORATORY RESEARCH
Field research is a research conducted in the real world or a natural setting. Participants in a field research may or may
not know that they are being studied
Laboratory research is a research conducted in a setting specifically designed for research, also called controlled
setting.

(1.4) RESEARCH PROCESS

2.FORMULATING 3. CONDUCTING
1.SELECTING THE RESEARCH RESEARCH
AREA THE LITERATURE
AIM,OBJECTIVES AND
RESEARCH QUESTIONS REVIEW

5.COLLECTING
4.SELECTING METHODS OF
DATA COLLECTION THE PRIMARY 6.DATA ANALYSIS
DATA

7.REACHING 8.COMPLETING
CONCLUSIONS THE RESEARCH

A typical research process comprises the following stages:

1. SELECTING THE RESEARCH ARE: You are expected to state that you have selected the research area due to
professional and personal interests in the area and this statement must be true. The importance of this first stage in the research
process if often underestimated by many students. If you find research area and research problem that is genuinely interesting
to you it is for sure that the whole process of writing your dissertion will be much easier. Therefore, it is never too early to
start thinking about the research area for your dissertation.
2. FORMULATING RESEARCH AIM,OBJECTIVES AND RESEARCH QUESTIONS OR DEVELOPING
HYPOTHESIS: The choice between the formulation of research questions and the development of hypothesis depends on
your research approach as it is discussed further below in more details. Appropriate research aims and objectives or hypothesis
usually result from several attempts and revisions and these need to be mentioned in methodology chapter. It is critically
important to get your research questions or hypothesis confirmed by your supervisor before moving forward with the work.
3. CONDUCTING THE LITERATURE REVIEW: Literature review is usually the longest stage in the research process.
Actually, the literature review starts even before the formulation of research aims and objective; because you have to check if
exactly the same research problem has been addressed before. Nevertheless, the main part of the literature review is conducted
after the formulation of research aim and objectives. You have to use a wide range of secondary data sources such as books,
newspapers, magazines, journals, online articles etc.
4. SELECTING METHODS OF DATA COLLECTION : Data collection methods need to be selected on the basis of
critically analyzing advantages and disadvantages associated with several alternative data collection methods. In studies
involving primary data collection, in-depth discussions of advantages and disadvantages of selected primary data collection
methods need to be included in methodology.
5. COLLECTING THE PRIMARY DATA : Primary data collection needs to be preceded by a great level of preparation and
pilot data collection may be required in case of questionnaires. Primary data collection is not a compulsory stage for all
dissertations and you will skip this stage if you are conducting a desk-based research.
6. DATA ANALYSIS: Analysis of data plays an important role in the achievement of research aim and objectives. Data analysis
methods vary between secondary and primary studies, as well as, between qualitative and quantitative studies.
7. REACHING CONCLUSIONS: Conclusions relate to the level of achievement of research aims and objectives. In this final
part of your dissertation you will have to justify why you think that research aims and objectives have been achieved.
Conclusions also need to cover research limitations and suggestions for future research. 
8. COMPLETING THE RESEARCH: Following all of the stages described above, and organizing separate chapters into one
file leads to the completion of the first draft. The first draft of your dissertation needs to be prepared at least one month before
the submission deadline. This is because you will need to have sufficient amount of time to address feedback of your
supervisor.

(1.5) TYPES OF DATA

Data can be defined as a systematic record of a particular quantity. It is the different values of that quantity represented together in
a set. It is a collection of facts and figures to be used for a specific purpose such as a survey or analysis. When arranged in an
organized form, can be called information. The source of data (primary data, secondary data) is also an important factor.

Data may be qualitative or quantitative. Once you know the difference between them, you can know how to use them.

 Qualitative Data: They represent some characteristics or attributes. They depict descriptions that may be observed but
cannot be computed or calculated. For example, data on attributes such as intelligence, honesty, wisdom, cleanliness, and
creativity collected using the students of your class a sample would be classified as qualitative. They are more exploratory
than conclusive in nature.
 Quantitative Data: These can be measured and not simply observed. They can be numerically represented and
calculations can be performed on them. For example, data on the number of students playing different sports from your
class gives an estimate of how many of the total students play which sport. This information is numerical and can be
classified as quantitative
 TABLE (IV) TYPES OF DATA

NOMINAL
DATA
QUALITATIVE
DATA
ORDINAL
DATA
DATA
INTERVAL
SCALE
QUANTITATIVE
DATA
RATIO SCALE

When a research or a survey is done, it is advisable to have a combination of all data types, as this would give an in depth view of
the purpose of the market research. It is always better to have focus on the purpose of the market research, but also to collect a
little more information than required, so that import data does not get omitted in the analysis.

A. NOMINAL DATA: A ssigns a name as a value. This value is just a representation of which category the value belongs
to. This is usually a Character data and not a numeric. No further analysis is possible other than being used for
classification / categorization. They have some kind of an identity.

Example: Company working in, Region, Name of a person etc…

B. ORDINAL DATA: It is also similar to nominal data, but ordinal data can be ranked in relation to other values in the
same variable. Ordinal data values have some level indications within themselves.

Example:

 Small, Medium, Large

 Bad, Average, Good, Very Good, Excellent
 Scale of 1 to 5 (where the numbers 1–5 represent only ranking)

C. INTERVAL SCALE DATA:

They are quantitative data, and can be used for numerical analysis. They might have equal intervals between the values, or can also
be continuous data. They do not have ZERO reference point, which means they can be positive or negative numbers. Usually, it
would be possible for us to take the difference between any 2 values in this kind of data to get a meaningful result, but a division of
values would not fetch a meaning result.
Example: Age groups, Salary ranges, dates (where the difference can be taken, but a division cant)

D. RATIO SCALE DATA:

This is measureable data, and can be used for all kinds of econometrics. They have a zero reference point, which means they are
usually positive data.

(1.6) POPULATION AND SAMPLE

Research studies are usually carried out on sample of subjects rather than whole populations. The most challenging aspect of
fieldwork is drawing a random sample from the target population to which the results of the study would be generalized. In actual
practice, the task is so difficult that some sampling bias occurs in almost all studies to a lesser or greater degree. In order to assess
the degree of this bias, the informed reader of medical literature should have some understanding of the population from which the
sample was drawn. The ultimate decision on whether the results of a particular study can be generalized to a larger population
depends on this understanding. The subsequent deliberations dwell on sampling strategies for different types of research and also a
brief description of different sampling methods.

Research workers in the early 19th century endeavored to survey entire populations. This feat was tedious, and the research work
suffered accordingly. Current researchers work only with a small portion of the whole population (a sample) from which they draw
inferences about the population from which the sample was drawn. This inferential leap or generalization from samples to
population, a feature of inductive or empirical research, can be full of pitfalls. In clinical medicine, it is not sufficient merely to
describe a patient without assessing the underlying condition by a detailed history and clinical examination. The signs and
symptoms are then interpreted against the total background of the patient's history and clinical examination including mental state
examination. Similarly, in inferential statistics, it is not enough to just describe the results in the sample. One has to critically
appraise the real worth or representativeness of that particular sample. The following discussion endeavors to explain the inputs
required for making a correct inference from a sample to the target population.

 TARGET POPULATION

Any inferences from a sample refer only to the defined population from which the sample has been properly selected. We may call
this the target population. For example, if in a sample of lawyers from Delhi High Court it is found that 5% are having alcohol
dependence syndrome, can we say that 5% of all lawyers all over the world are alcoholics? Obviously not, as the lawyers of Delhi
High Court may be an institution by themselves and may not represent the global lawyers′ community

 POPULATIONS IN INFERENTIAL STATISTICS

The findings of this study, therefore, apply only to Delhi High Court lawyers from which a representative sample was taken. Of
course, this finding may nevertheless be interesting, but only as a pointer to further research. The data on lawyers in a particular
city tell us nothing about lawyers in other cities or countries.

In statistics, a population is an entire group about which some information is required to be ascertained. A statistical population
need not consist only of people. We can have population of heights, weights, BMIs, hemoglobin levels, events, outcomes, so long
as the population is well defined with explicit inclusion and exclusion criteria. In selecting a population for study, the research
question or purpose of the study will suggest a suitable definition of the population to be studied, in terms of location and
restriction to a particular age group, sex or occupation. The population must be fully defined so that those to be included and
excluded are clearly spelt out (inclusion and exclusion criteria). For example, if we say that our study populations are all lawyers in
Delhi, we should state whether those lawyers are included who have retired, are working part-time, or non-practicing, or those who
have left the city but still registered at Delhi.

Use of the word population in epidemiological research does not correspond always with its demographic meaning of an entire
group of people living within certain geographic or political boundaries. A population for a research study may comprise groups of
people defined in many different ways, for example, coal mine workers in Dhanbad, children exposed to German measles during
intrauterine life, or pilgrims traveling to Kumbh Mela at Allahabad.

 GENERALIZATION (INFERENCES) FROM A POPULATION

When generalizing from observations made on a sample to a larger population, certain issues will dictate judgment. For example,
generalizing from observations made on the mental health status of a sample of lawyers in Delhi to the mental health status of all
lawyers in Delhi is a formalized procedure, in so far as the errors (sampling or random) which this may hazard can, to some extent,
be calculated in advance. However, if we attempt to generalize further, for instance, about the mental statuses of all lawyers in the
country as a whole, we hazard further pitfalls which cannot be specified in advance. We do not know to what extent the study
sample and population of Delhi is typical of the larger population – that of the whole country – to which it belongs. The dilemmas
in defining populations differ for descriptive and analytic studies.

 POPULATION IN DESCRIPTIVE STUDIES

In descriptive studies, it is customary to define a study population and then make observations on a sample taken from it. Study
populations may be defined by geographic location, age, sex, with additional definitions of attributes and variables such as
occupation, religion and ethnic group.

 Geographic location

In field studies, it may be desirable to use a population defined by an administrative boundary such as a district or a state. This may
facilitate the co-operation of the local administrative authorities and the study participants. Moreover, basic demographic data on
the population such as population size, age, gender distribution (needed for calculating age- and sex-specific rates) available from
census data or voters’ list are easier to obtain from administrative headquarters. However, administrative boundaries do not always
consist of homogenous group of people. Since it is desirable that a modest descriptive study does not cover a number of different
groups of people, with widely differing ways of life or customs, it may be necessary to restrict the study to a particular ethnic
group, and thus ensure better genetic or cultural homogeneity. Alternatively, a population may be defined in relation to a
prominent geographic feature, such as a river, or mountain, which imposes a certain uniformity of ways of life, attitudes, and
behavior upon the people who live in the vicinity. If cases of a disease are being ascertained through their attendance at a hospital
outpatient department (OPD), rather than by field surveys in the community, it will be necessary to define the population according
to the so-called catchment area of the hospital OPD. For administrative purposes, a dispensary, health center or hospital is usually
considered to serve a population within a defined geographic area. But these catchment areas may only represent in a crude manner
with the actual use of medical facilities by the local people. For example, in OPD study of psychiatric illnesses in a particular
hospital with a defined catchment area, many people with psychiatric illnesses may not visit the particular OPD and may seek
treatment from traditional healers or religious leaders.
Catchment areas depend on the demography of the area and the accessibility of the health center or hospital. Accessibility has three
dimensions – physical, economic and social. Physical accessibility is the time required to travel to the health center or medical
facility. It depends on the topography of the area (e.g. hill and tribal areas with poor roads have problems of physical accessibility).
Economic accessibility is the paying capacity of the people for services. Ascertainment of a particular disease within a particular
area may be incomplete either because some patient may seek treatment elsewhere or some patients do not seek treatment at all.
Focus group discussions (qualitative study) with local people, especially those residing away from the health center, may give an
indication whether serious underreporting is occurring.

 POPULATIONS IN ANALYTIC STUDIES

As opposed to descriptive studies where a study population is defined and then observations are made on a
representative sample from it, in case control studies observations are made on a group of patients. This is
known as the study group, which usually is not selected by sampling of a defined larger group. For instance,
a study on patients of bipolar disorder may include every patient with this disorder attending the psychiatry
OPD during the study period. One should not forget, however, that in this situation also, there is a
hypothetical population consisting of all patients with bipolar disorder in the universe (which may be a
certain region, a country or globally depending on the extent of the generalization intended from the findings
of the study). Case control studies are often carried out in hospital settings because this is more convenient
and accessible group than cases in the community at large. However, the two groups of cases may differ in
many respects. At the outset of the study, it should be deliberated whether these differences would affect the
external validity (generalization) of the study. Usually, analytic studies are not carried out in groups
containing atypical cases of the disorder, unless there is a special indication to do so.

 Populations in cohort studies

Basically, cohort studies compare two groups of people (cohorts) and demonstrate whether or not there are
more cases of the disease among the cohort exposed to the suspected cause than among the cohort not
exposed. To determine whether an association exists between positive family history of schizophrenia and
subsequent schizophrenia in persons having such a history, two cohorts would be required: first, the exposed
group, that is, people with a family history of mental disorders (the suspected cause) and second, the
unexposed group, that is, people without a family history of mental disorders. These two cohorts would need
to be followed up for a number of years and cases of schizophrenia in either group would be recorded. If a
positive family history is associated with development of schizophrenia, then more cases would occur in the
first group than in the second group.

The crucial challenges in a cohort study are that it should include participants exposed to a particular cause being investigated and
that it should consist of persons who can be followed up for the period of time between exposure (cause) and development of the
disorder. It is vital that the follow-up of a cohort should be complete as far as possible. If more than a small proportion of persons
in the cohort cannot be traced (loss to follow-up or attrition), the findings will be biased, in case these persons differ significantly
from those remaining in the study.
Depending on the type of exposure being studied, there may or may not be a range of choice of cohort populations exposed to it
who may form a larger population from which one has to select a study sample. For instance, if one is exploring association
between occupational hazard such as job stress in health care workers in intensive care units (ICUs) and subsequent development
of drug addiction, one has to, by the very nature of the research question, select health care workers working in ICUs. On the other
hand, cause effect study for association between head injury and epilepsy offers a much wider range of possible cohorts.

Difficulties in making repeated observations on cohorts depend on the length of time of the study. In correlating maternal factors
(pregnancy cohort) with birth weight, the period of observation is limited to 9 months. However, if in a study it is tried to find the
association between maternal nutrition during pregnancy and subsequent school performance of the child, the study will extend to
years. For such long duration investigations, it is wise to select study cohorts that are firstly, not likely to migrate, cooperative and
likely to be so throughout the duration of the study, and most importantly, easily accessible to the investigator so that the expense
and efforts are kept within reasonable limits. Occupational groups such as the armed forces, railways, police, and industrial
workers are ideal for cohort studies. Future developments facilitating record linkage such as the Unique Identification Number
Scheme may give a boost to cohort studies in the wider community.

SAMPLES

A sample is any part of the fully defined population. A syringe full of blood drawn from the vein of a patient is a sample of all the
blood in the patient's circulation at the moment. Similarly, 100 patients of schizophrenia in a clinical study is a sample of the
population of schizophrenics, provided the sample is properly chosen and the inclusion and exclusion criteria are well defined. To
make accurate inferences, the sample has to be representative. A representative sample is one in which each and every member of
the population has an equal and mutually exclusive chance of being selected.

 Sample size

Inputs required for sample size calculation have been dealt from a clinical researcher's perspective avoiding the use of intimidating
formulae and statistical jargon in an earlier issue of the journal.

 Target population, study population and study sample

A population is a complete set of people with a specialized set of characteristics, and a sample is a subset of the population. The
usual criteria we use in defining population are geographic, for example, “the population of Uttar Pradesh”. In medical research,
the criteria for population may be clinical, demographic and time related.

a. Clinical and demographic characteristics define the target population, the large set of people in the world to which the
results of the study will be generalized (e.g. all schizophrenics).
b. The study population is the subset of the target population available for study (e.g. schizophrenics in the researcher's
town).
c. The study sample is the sample chosen from the study population.
 METHODS OF SAMPLING

 PURPOSIVE (NON-RANDOM SAMPLES)

 Volunteers who agree to participate

 Snowball sample, where one case identifies others of his kind (e.g. intravenous drug users)
 Convenient sample such as captive medical students or other readily available groups
 Quota sampling, at will selection of a fixed number from each group
 Referred cases who may be under pressure to participate
 Haphazard with combination of the above methods

Non-random samples have certain limitations. The larger group (target population) is difficult to identify. This may not be a
limitation when generalization of results is not intended. The results would be valid for the sample itself (internal validity). They
can, nevertheless, provide important clues for further studies based on random samples. Another limitation of non-random samples
is that statistical inferences such as confidence intervals and tests of significance cannot be estimated from non-random samples.
However, in some situations, the investigator has to make crucial judgments. One should remember that random samples are the
means but representativeness is the goal. When non-random samples are representative (compare the socio-demographic
characteristics of the sample subjects with the target population), generalization may be possible.

RANDOM SAMPLING METHODS

 Simple random sampling:

A sample may be defined as random if every individual in the population being sampled has an equal likelihood of being included.
Random sampling is the basis of all good sampling techniques and disallows any method of selection based on volunteering or the
choice of groups of people known to be cooperative. In order to select a simple random sample from a population, it is first
necessary to identify all individuals from whom the selection will be made. This is the sampling frame. In developing countries,
listings of all persons living in an area are not usually available. Census may not catch nomadic population groups. Voters’ and
taxpayers’ lists may be incomplete. Whether or not such deficiencies are major barriers in random sampling depends on the
particular research question being investigated. To undertake a separate exercise of listing the population for the study may be time
consuming and tedious. Two-stage sampling may make the task feasible.

The usual method of selecting a simple random sample from a listing of individuals is to assign a number to each individual and
then select certain numbers by reference to random number tables which are published in standard statistical textbooks. Random
number can also be generated by statistical software such as EPI INFO developed by WHO and CDC Atlanta.

 Systematic sampling:

A simple method of random sampling is to select a systematic sample in which every nth person is selected from a list or from other
ordering. A systematic sample can be drawn from a queue of people or from patients ordered according to the time of their
attendance at a clinic. Thus, a sample can be drawn without an initial listing of all the subjects. Because of this feasibility, a
systematic sample may have some advantage over a simple random sample.

To fulfill the statistical criteria for a random sample, a systematic sample should be drawn from subjects who are randomly
ordered. The starting point for selection should be randomly chosen. If every fifth person from a register is being chosen, then a
random procedure must be used to determine whether the first, second, third, fourth, or fifth person should be chosen as the first
member of the sample.

 Multistage sampling:

Sometimes, a strictly random sample may be difficult to obtain and it may be more feasible to draw the required number of
subjects in a series of stages. For example, suppose we wish to estimate the number of CATSCAN examinations made of all
patients entering a hospital in a given month in the state of Maharashtra. It would be quite tedious to devise a scheme which would
allow the total population of patients to be directly sampled. However, it would be easier to list the districts of the state of
Maharashtra and randomly draw a sample of these districts. Within this sample of districts, all the hospitals would then be listed by
name, and a random sample of these can be drawn. Within each of these hospitals, a sample of the patients entering in the given
month could be chosen randomly for observation and recording. Thus, by stages, we draw the required sample. If indicated, we can
introduce some element of stratification at some stage (urban/rural, gender, age).

It should be cautioned that multistage sampling should only be resorted to when difficulties in simple random sampling are
insurmountable. Those who take a simple random sample of 12 hospitals, and within each of these hospitals select a random
sample of 10 patients, may believe they have selected 120 patients randomly from all the 12 hospitals. In statistical sense, they
have in fact selected a sample of 12 rather than 120.

 Stratified sampling:

If a condition is unevenly distributed in a population with respect to age, gender, or some other variable, it may be prudent to
choose a stratified random sampling method. For example, to obtain a stratified random sample according to age, the study
population can be divided into age groups such as 0–5, 6–10, 11–14, 15–20, 21–25, and so on, depending on the requirement. A
different proportion of each group can then be selected as a subsample either by simple random sampling or systematic sampling.
If the condition decreases with advancing age, then to include adequate number in the older age groups, one may select more
numbers in older subsamples.

 Cluster sampling:

In many surveys, studies may be carried out on large populations which may be geographically quite dispersed. To obtain the
required number of subjects for the study by a simple random sample method will require large costs and will be cumbersome. In
such cases, clusters may be identified (e.g. households) and random samples of clusters will be included in the study; then, every
member of the cluster will also be part of the study. This introduces two types of variations in the data – between clusters and
within clusters – and this will have to be taken into account when analyzing data.

Cluster sampling may produce misleading results when the disease under study itself is distributed in a clustered fashion in an area.
For example, suppose we are studying malaria in a population. Malaria incidence may be clustered in villages having stagnant
water collections which may serve as a source of mosquito breeding. In villages without such water stagnation, there will be lesser
malaria cases. The choice of few villages in cluster sampling may give erroneous results. The selection of villages as a cluster may
be quite unrepresentative of the whole population by chance.
  Lot quality assurance sampling:

Lot quality assurance sampling (LQAS), which originated in the manufacturing industry for quality control purposes, was used in
the nineties to assess immunization coverage, estimate disease prevalence, and evaluate control measures and service coverage in
different health programs. Using only a small sample size, LQAS can effectively differentiate between areas that have or have not
met the performance targets. Thus, this method is used not only to estimate the coverage of quality care but also to identify the
exact subdivisions where it is deficient so that appropriate remedial measures can be implemented.

In conclusion, the following quote cited by Bradford Hill elegantly sums up the benefit of random sampling:

The actual practice of medicine is virtually confined to those members of the population who either are ill, or think they are ill, or
are thought by somebody to be ill, and these so amply fill up the working day that in the course of time one comes unconsciously
to believe that they are typical of the whole. This is not the case. The use of a random sample brings to light the individuals who
are ill and know they are ill but have no intention of doing anything about it, as well as those who have never been ill, and
probably never will be until their final illness. These would have been inaccessible to any other method of approach but that of the
random sample.

(1.7) QUESTIONNAIRE DESIGN PROCESS

SPECIFY THE DETERMINE THE IDENTIFY THE

INFORMATION ORDER OF FORM AND
NEEDED QUESTIONS LAYOUT

DEFINE THE DETERMINE THE REPRODUCTION

TARGET QUESTION OF
RESPONDENT WORDING QUESTIONNAIRE

SPECIFY THE DETERMINE THE

TYPE OF CONTENT OF
PRETESTING
INTERVIEWING INDIVIDUAL
METHOD QUESTIONS

OVERCOME
DECIDE ON THE RESPONDENT
QUESTION INABILITY AND
STRUCTURE UNWILLINGNESS TO
ANSWER
TABLE (V) QUESTIONNAIRE DESIGN PROCESS

Definition:

Questionnaire is a systematic, data collection technique consists of a series of questions required to be answered by the
respondents to identify their attitude, experience, and behavior towards the subject of research. One of the most critical parts of the
survey is the creation of questions that must be framed in such a way that it results in obtaining the desired information from the
respondents.  There are no scientific principles that assure an ideal questionnaire and in fact, the questionnaire design is the skill
which is learned through experience.

Questionnaire Design Process

The following steps are involved in the questionnaire design process:

1. Specify the Information Needed : The first and the foremost step in designing the questionnaire is to specify the
information needed from the respondents such that the objective of the survey is fulfilled. The researcher must
completely review the components of the problem, particularly the hypothesis, research questions, and the information
needed.
2. Define the Target Respondent: At the very outset, the researcher must identify the target respondent from whom the
information is to be collected. The questions must be designed keeping in mind the type of respondents under study.
Such as, the questions that are appropriate for serviceman might not be appropriate for a businessman. The less
diversified respondent group shall be selected because the more diversified the group is, the more difficult it will be to
design a single questionnaire that is appropriate for the entire group.
3. Specify the type of Interviewing Method : The next step is to identify the way in which the respondents are reached.
In personal interviews, the respondent is presented with a questionnaire and interacts face-to-face with the interviewer.
Thus, lengthy, complex and varied questions can be asked using the personal interview method. In telephone
interviews, the respondent is required to give answers to the questions over the telephone. Here the respondent cannot
see the questionnaire and hence this method restricts the use of small, simple and precise questions. The questionnaire
can be sent through mail or post. It should be self-explanatory and contain all the important information such that the
respondent is able to understand every question and gives a complete response. The electronic questionnaires are sent
directly to the mail ids of the respondents and are required to give answers online.
4. Determine the Content of Individual Questions: Once the information needed is specified and the interviewing
methods are determined, the next step is to decide the content of the question. The researcher must decide on what
should be included in the question such that it contribute to the information needed or serve some specific purpose. In
some situations, the indirect questions which are not directly related to the information needed may be asked. It is
useful to ask neutral questions at the beginning of a questionnaire with intent to establish respondent’s involvement and
rapport. This is mainly done when the subject of a questionnaire is sensitive or controversial. The researcher must try to
avoid the use of double-barreled questions. A question that talks about two issues simultaneously, such as Is the Real
juice tasty and a refreshing health drink?
5. Overcome Respondent’s Inability and Unwillingness to Answer : The researcher should not presume that the
respondent can provide accurate responses to all the questions. He must attempt to overcome the respondent’s inability
to answer. The questions must be designed in a simple and easy language such that it is easily understood by each
respondent. In situations, where the respondent is not at all informed about the topic of interest, then the researcher may
ask the filter questions, an initial question asked in the questionnaire to identify the prospective respondents to ensure
 that they fulfill the requirements of the sample. Despite being able to answer the question, the respondent is unwilling
to devote time in providing information. The researcher must attempt to understand the reason behind such
unwillingness and design the questionnaire in such a way that it helps in retaining the respondent’s attention.
6. Decide on the Question Structure : The researcher must decide on the structure of questions to be included in the
questionnaire. The question can be structured or unstructured. The unstructured questions are the open-ended questions
which are answered by the respondents in their own words. These questions are also called as a free-response or free-
answer questions. While, the structured questions are called as closed-ended questions that pre-specify the
response alternatives. These questions could be a multiple choice question, dichotomous (yes or no) or a scale.
7. Determine the Question Wording: The desired question content and structure must be translated into words which are
easily understood by the respondents. At this step, the researcher must translate the questions in easy words such that
the information received from the respondents is similar to what was intended. In case the question is written poorly,
then the respondent might refuse to answer it or might give a wrong answer. In case, the respondent is reluctant to give
answers, then “non response” arises which increases the complexity of data analysis. On the other hand, if the wrong
information is given, then “ response error” arises due to which the result is biased
8. Determine the Order of Questions: At this step, the researcher must decide the sequence in which the questions are to
be asked. The opening questions are crucial in establishing respondent’s involvement and rapport, and therefore, these
questions must be interesting, non-threatening and easy. Usually, the open-ended questions which ask respondents for
their opinions are considered as good opening questions, because people like to express their opinions.
9. Identify the Form and Layout: The format, positioning and spacing of questions has a significant effect on the results.
The layout of a questionnaire is specifically important for the self-administered questionnaires. The questionnaires must
be divided into several parts, and each part shall be numbered accurately to clearly define the branches of a question.
10. Reproduction of Questionnaire: Here, we talk about the appearance of the questionnaire, i.e. the quality of paper on
which the questionnaire is either written or printed. In case, the questionnaire is reproduced on a poor-quality paper;
then the respondent might feel the research is unimportant due to which the quality of response gets adversely affected.
Thus, it is recommended to reproduce the questionnaire on a good-quality paper having a professional appearance. In
case, the questionnaire has several pages, then it should be presented in the form of a booklet rather than the sheets
clipped or stapled together.
11. Pretesting: Pretesting means tests the questionnaires on a few selected respondents or a small sample of actual
respondents with a purpose of improving the questionnaire by identifying and eliminating the potential problems. All
the aspects of the questionnaire must be tested such as question content, structure, wording, sequence, form and layout,
instructions, and question difficulty. The researcher must ensure that the respondents in the pretest should be similar to
those who are to be finally surveyed.
 CHAPTER 2

INTRODUCTION

TO

STATISCICAL PACKAGES FOR THE

SOCIAL SCIENCES
 1. INTRODUCTION TO SPSS(STATISTICAL PACKAGE FOR THE SOCIAL
SCIENCES)

What is SPSS?

SPSS (Statistical Package for the Social Sciences) is a versatile and responsive program designed to undertake a range of
statistical procedures. SPSS software is widely used in a range of disciplines and is available from all computer pools within the
University of South Australia It’s important to note that SPSS is not the only statistical software – there are many others that you
may come across if you pursue a career that requires you to work with data. Some of the other more common statistical packages
include Stata and SAS (and there are many others). The focus for this session, however, is on SPSS.

INTRODUCTION:

The capability of SPSS is truly astounding. The package enables you to obtain statistics ranging from simple descriptive numbers
to complex analyses of multivariate matrices. You can plot the data in histograms, scatter plots, and other ways. You can combine
files, split files, and sort files. You can modify existing variables and create new ones. In short, you can do just about anything
you'd ever want with a set of data using this software package. A number of specific SPSS procedures are presented in the chapters
that follow. Most of these procedures are relevant to the kinds of statistical analyses covered in an introductory level statistics or
research methods course typically found in the social and health sciences, natural sciences, or business. Yet, we will touch on just a
fraction of the many things that SPSS can do. Our aim is to help you become familiar with SPSS, and we hope that this
introduction will both reinforce your understanding of statistics and lead you to see what a powerful tool SPSS is, how it can
actually help you better understand your data, how it can enable you to test hypotheses that were once too difficult to consider, and
how it can save you incredible amounts of time as well as reduce the likelihood of making errors in data analyses. In this chapter
we discuss the ways to open SPSS and we introduce the three main windows of SPSS. We show how to create a data file and
generate an output file. We also discuss how to name and save the different types of files created in the three main SPSS windows.

2. ADVANTAGES:

1. Information about each measurement is in one row. 

2. Students can import data from other sources, when data is organized as a database, including Excel. 
3. Comprehensive data management tools. The most critical part of any data analysis is the initial data entry. If you enter the data
the wrong way, you won't be able to analyze it properly. While you can use a wide range of options for data entry, often entering
the data into IBM SPSS is the best choice. IBM SPSS offers a simple spreadsheet format for data entry that is intuitive and easy to
start with. More importantly, IBM SPSS provides a broad range of data documentation (especially value labels) that will help you
to ensure consistency in your data entry. 
4. Excellent graphical display options. Before you start your data analysis, you need to understand how your data behaves. This is
best done graphically.

5. A broad range of statistical models. Often you will not know at the start of a research project what statistical models would be
best suited for your particular project. Sometimes you will have a general idea, but often the statistical model will change as you
start examining your data. Or you will want to run an alternate analysis as a quality check for the originally planned analysis.

3. DISADVANTAGES:

1. Default graphics are far from publication quality. They can be improved with chart editing - up to a point. In general,
it’s better to use other programs for graphics. For some important questions (such as interaction or moderation in
regression), SPSS does not provide any graphic capabilities.
2. Information about effect size and confidence intervals is missing for many techniques. Users can compute effect
sizes for t tests (such as Cohen’s d) by hand, but there is no reason why SPSS could not provide effect size information. In
addition: statistics such as Pearson r can and should be reported with confidence intervals, but SPSS does not provide
these. The frequent omission of effect size and confidence interval limits is particularly troubling now that many fields,
such as psychology, call for reporting effect size and CIs.
3. It is expensive compared to many competitive alternatives. ‘New’ versions are released about once a year; many of these
‘new’ releases have few noticeable changes. (As a textbook author, I find this a nuisance; before my book is even
published, the version of SPSS used in examples is already out of date.
4. APPLICATION IN RESEARCH

The role and significance in research is aiding business decision. Business managers in each field- whether human resources or
production, marketing or finance- constantly being confronted by problem situations that require affective and actionable decision
making. Most of these decisions require additional information or information evaluation which can be addressed by research.
while the nature of decision problem might be unique to the manager, organisation and situation, broadly for the sake of
understanding, it is possible to categorise them under different heads.

The critical importance of research in different areas of management are:

1. Marketing Function
-Product Research
-Pricing Research
-Promotional Research
-Place Research
2. Personnel and Human Resource Management
-Performance Management
-Employee Selection and Staffing
-Organizational Planning and Development
-Incentive and Benefit Studies
-Training and Development
- Other Area
3. Financial and Accounting Research
-Asset Pricing, Corporate Finance and capital Markets
 -Financial Derivatives and Interest Rate and Credit Risk Modelling
-Market-based accounting Research
-Auditing and accountability
-Financial Econometrics
-Other Related Areas of Investigation
4. Production and Operation Management
-Organizational Planning
-Demand Forecasting and Decision Analyse
-Process Planning
-Project Management and Maintenance Management Studies
-Logistics and Supply Chain and Inventory Management Analyse
-Quality Estimation and Assurance Studies

SPSS offers four programs that assist researchers with their complex data analysis needs.

 Statistics Program

SPSS’s Statistics program provides a plethora of basic statistical functions, some of which include frequencies, cross tabulation,
and bivariate statistics.

 Modeler Program

SPSS’s Modeler program enables researchers to build and validate predictive models using advanced statistical procedures.

 Text Analytics for Surveys Program

SPSS’s Text Analytics for Surveys program helps survey administrators uncover powerful insights from responses to open ended
survey questions.

 Visualization Designer

SPSS’s Visualization Designer program allows researchers to use their data to create a wide variety of visuals like density charts
and radial box plots with ease. In addition to the four programs mentioned above, SPSS also provides solutions for data
management, which allow researchers to perform case selection, create derived data, and perform file reshaping. 

SPSS also offers the feature solution of data documentation, which allows researchers to store a metadata dictionary. This metadata
dictionary acts as a centralized repository of information pertaining to data such as meaning, relationships to other data, origin,
usage, and format.
 CHAPTER 3

INTRODUCTION

TO

TOPIC
 Mahindra & Mahindra Ltd

Type Public

Traded as BSE: 500520 (https://www.bseindia.com/stock-s hare-

price/x/y/500520/)
NSE: M&M (https://www.nseindia.com/get -quote
s/ equity? symbol=M%26M)
BSE SENSEX Constituent NSE
NIFTY 50 Constituent

ISIN INE101A01026 (https://iw.toolforge.org/isin/?lan

guage=en&isin=INE101A01026)

Industry Automotive

Founded 2 October 1945

Jassowal, Ludhiana, Punjab, India

Founders J. C. Mahindra
K. C. Mahindra
M. G. Muhammad

Headquarters Mumbai, Maharashtra, India

Area served Worldwide

Key people Anand Mahindra

(Chairman)
Dr. Anish Shah
(MD & CEO)
Rajesh Jejurikar
(Executive Director AFS)

Products Automobiles
Commercial vehicles
Tractors
Motorcycles

Production output 4,076,043 vehicles (2020)

Revenue ₹74,277.78 crore (US$9.3 billion) (FY2021)

Operating income ₹8,411.10 crore (US$1.1 billion) (FY2021)

Net income ₹3,347.41 crore (US$420 million) (FY2021)

History
Mahindra & Mahindra was founded as a steel t rading company on 2 October 1945 in Ludhiana as Mahindra & Mohammed by brothers
Kailash Chandra Mahindra and Jagdish Chandra Mahindra along with Malik Ghulam Muhammad

In 1948, the company changed it s name to Mahindra & Mahindra They eventually saw a business opportunity in expanding into
manufacturing and selling larger MUVs and started assembling under license of the Willys Jeep in India. Soon, later commenced
manufacturing light commercial vehicles (LCVs) and agricultural t ractors.
In 1999, Mahindra purchased 100% of Gujarat Tractors from the Government of Gujarat and in 2017 Mahindra renamed it as
Gromax Agri Equipment Limited, as part of new brand strategy and the models continue to be sold as Trakstar.

In 2007, M&M acquired Punjab Tractor Limited (PTL) making it the world's largest t ractor manufacturer. Subsequent to
this take- over, the former PTL was merged into M&M and t ransformed as Swaraj division of Mahindra & Mahindra in the
year 2009.

Over the past few years, the company has taken interest in new industries and in foreign markets. In 2008, they entered the two-
wheeler industry by taking over Kinetic Motors in India. In 2010, M&M took a 55% stake in the REVA Electric Car Company and
in 2016, they renamed it Mahindra Electric Mobility Ltd after taking 100% ownership.

In 2011 Mahindra and Mahindra acquired South Korea's SsangYong Motor Company

In October 2014, Mahindra and Mahindra acquired a 51% controlling stake in Peugeot Motocycles and progressed to acquire
a 100% controlling stake in October 2019.

In May 2015 Mahindra acquired a 33.33% stake in Japanese t ractor manufacturer Mitsubishi Agricultural Machinery (MAM), a
subsidiary of the Mitsubishi Heavy Industries.

In December 2015, Mahindra and Mahindra Ltd and affiliate Tech Mahindra Ltd, through a special purpose vehicle (SPV), have
agreed to buy a 76.06% stake in Italian car designer Pininfarina SpA, for €25.3 million (around Rs.186.7 crore).

In March 2016, Mahindra acquired 35% in Finland- based Sampo Rosenlew, entering the combine harvester business, subsequently
increasing it s stake in the company to 49.04% in December 2019.

In January 2017, Mahindra and Mahindra Ltd acquired a 75.1 equity stake in Hisarlar Makina Sanayi ve Ticaret Anonym Şirketi
(Hisarlar), a farm equipment company, marking it s entry into Turkey and in September 2017 acquired another Turkish t ractor and
foundry business Erkunt Traktor Sanayii AS for ₹800 crore.

In November 2017, Mahindra signed a memorandum of understanding (MOU) agreement with Belgium- based Dewulf, a
supplier of a full line of potato and root crop machinery. Under theagreement, Mahindra will manufacture and market potato
planting equipment in India, for which the co- branded planter is developed.

In January 2018, Mahindra announced it s foray into the sprayers business through the acquisition of a 26% equity stake in
M.I.T.R.A. Agro Equipments Pvt Ltd, a Maharashtra- based AgTech company (MITRA).In March 2020, Mahindra further increased
it s stake in the company to 39%.

In February 2018, Mahindra acquired a minority stake of 22.9% percent in Carnot Technologies. Carnot Technologies owns and
operates smart car solutions firm Car Sense.

In May 2018, Mahindra signed a share subscription agreement to acquire up to 10% share capital of Canada's IT firm Resson
Aerospace Corporation. Resson is focussed on providing
 technology solutions for agriculture. It has developed a system that captures and interprets
images to give farmers information about the state of their fields and crops.

In June 2019, Mahindra purchased an 11.25% stake in Switzerland- based agro technology firm Gamaya SA. The acquisition
enabled Mahindra to further develop and deploy next- generation farming capabilities such as precision agriculture and digital
farming technologies.

In October 2019, Mahindra entered into a joint venture with Ford by establishing Ford India in which Mahindra & Mahindra
acquired a controlling 51% stake. In January 2021, Mahindra ended it s collaboration with Ford owing to global economic and
business conditions caused by the pandemic.

In April 2020, the company ended it s joint venture with Renault, with Mahindra & Mahindra buying out Renault's stake. Renault
continues to license and supply key components such as engines and t ransmissions to Mahindra & Mahindra.

Operations: Mahindra” brand name, the company produces SUVs, Multi utilit y vehicles, pickups, lightweight commercial vehicles,
heavyweight commercial vehicles, two wheeled motorcycles and t ractors. Mahindra maintains business relations with foreign
companies like Renault SA, France
M&M has a global presence and it s products are exported to several countries. Its automotive global subsidiaries include:

Mahindra Europe srl based in Italy,

Mahindra automotive North America (MANA) in US. Automobile

Models

Calendar Current
Model year model Vehicle information

introduced Introduction
SUV

Bolero 2000 2020 Mid-size SUV.

Bolero

Bolero Neo 2021 2021 Mini SUV.

Bolero Neo

Thar 2010 2020 4x4 Compact SUV.

 Thar
Scorpio/Scorpio-
Scorpio-N 2002 2022 D-segment SUV.
N
Crossover SUV

XUV300 2019 2019 B-segment crossover SUV.

XUV300

XUV700 2021 2021 C-segment crossover SUV

XUV700
MPV

Factories
Factory Type City / State / Country Type of manufacturing

Igatpuri, Nashik district, India MHEL

Engines plant
Chakan

Tool & Die plant Nasik, India Manufacturing of Dies

Passenger cars (electric)

Multi-purpose units Bengaluru, India
Small commercial vehicles (electric)

Passenger cars (electric)

Aggregate + Assembly Chakan (Pune), India Small commercial vehicles (electric) Large
commercial vehicles

Aggregate + Assembly Kandivli (Mumbai), India Pickups

 Passenger cars
Vehicle Assembly plant Haridwar, India
Small commercial vehicles

Passenger cars
Vehicle Assembly plant Nasik, India
Small commercial vehicles

Small commercial vehicles

Vehicle Assembly plant Zaheerabad, (Hyderabad)
India Tractors

Durban, South Africa[99] Small commercial vehicles

Sousse, Tunisia Small commercial vehicles

Overseas distributor plant
Mombasa, Kenya Small commercial vehicles

Mutugama, Sri Lanka Passenger cars

Detroit, USA Passenger cars

Tractors only Jaipur, India

Zaheerabad, (Hyderabad) India

Mumbai, India
Mohali, India

Review of Literature
  Shinde Govind P. & Dubey Manisha (2011) the study has been conducted considering the segments such as
passenger vehicle, commercial vehicle, utility vehicle, two and three wheeler vehicle of key players performance and
also analyze SWOT analysis and key factors influencing growth of automobile industry.

 Singh Amarjit & Gupta Vinod (2012) explored an overview of automobile industry. Indian automobile industry itself
as a manufacturing hub and many joint ventures have been setup in India with foreign collaboration. SWOT analysis
done there are some challenges by the virtue of witch automobile industry faces lot of problems and some innovative
key features are keyless entry, electrically controlled mechanisms enhanced driving control, soft feel interiors and
also need to focus in future on like fuel efficiency, emission reduction safety and durability.

 Murlidhar, A. Lok Hande & Rana Vishal S. (2013) the author tries to evaluate the performance of Hyundai Motors
Company with respect to export, Domestic Sales, productions and profit after tax. For this purpose, the pie chart and
bar graph are used to show the performance of company various years.

 Shende Vikram (2014) this research will be helpful for the new entrants and existing car manufacturing companies in
India to find out the customer expectations and their market offerings. The objective of study is the identification of
factors influencing customers performance for particular segment of cars.

 Krishnaveni, M. & Vidya, R. (2015) find that Indian automobile industry is a high flying sector these days and
emerging as an export hub in wake of liberalisation and globalization. This paper revises the category wise
production, sales and exports of automobile industry in India. Industry growth can be viewed in term of pre and post
liberalization. As government allows 100 percent FDI, increase 15% in customs duty on cars and MUVs to encourage
local manufacturer and concessional import duty on specified parts of hybrid vehicles.

 Jothi, K. & Geethalakshmi, A. (2016) this study tries to evaluate the profitability & financial position of selected
companies of Indian automobile industry using statistical tools like, ratio analysis, mean, standard deviation,
correlation. The study reveals the positive relationship between profitability, short term and long term capital.

RESULTS METHODOLOGY
Q1 Age
Descriptive
Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

Age 30 1.00 2.00 1.2000 .40684

Valid N (list wise) 30

Q2 How do you know about this company

Descriptive
Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

How do you know about this

30 1.00 3.00 1.6667 .66089
company
Valid N (list wise) 30

Q3 Which cary out most prefer in mahindra

Descriptive
Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

Which cary out most prefer

30 1.00 4.00 2.2000 1.15669
in mahindra
Valid N (list wise) 30

Q4Which is the most selling unit of Mahindra car

Descriptive
Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

Which is the most selling unit

30 1.00 4.00 2.1333 1.00801
of Mahindra car
Valid N (list wise) 30

Q5 Ifthemahindracarshavewaiting1.5yearsthenyoubuy
Descriptive
Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

Ifthemahindracarshavewaitin
30 1.00 3.00 1.5333 .57135
g1.5yearsthenyoubuy
Valid N (list wise) 30

Q6 How you rate Mahindra

Descriptive
Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

How you rate Mahindra 30 1.00 4.00 1.6667 .80230

Valid N (list wise) 30

Q7 Have you regulary check offer that Mahindra give

Descriptive
Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

Have you regulary check

30 1.00 3.00 1.7667 .72793
offer that Mahindra give
Valid N (list wise) 30
Q8 Why you prefer mahindra
Descriptive
Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

Why you prefer mahindra 30 1.00 4.00 2.2000 1.21485

Valid N (list wise) 30
Q9 What brand you choose as alternative of mahindra
Descriptive
Descriptive Statistics
N Minimum Maximum Mean Std. Deviation

What brand you choose as

30 1.00 4.00 2.0000 1.11417
alternative of mahindra
Valid N (list wise) 30

Q10 Have you think that Mahindra is worth of its price

Descriptive
Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

Have you think that

30 1.00 2.00 1.1667 .37905
Mahindra is worth of its price
Valid N (list wise) 30
How do you know about this company
Correlations
Correlations

How do you
know about this
Age company

Age Pearson Correlation 1 .128

Sig. (2-tailed) .499

N 30 30
How do you know about this Pearson Correlation .128 1
company Sig. (2-tailed) .499

N 30 30

Which cary out most prefer in mahindra

Correlations
Correlations
 Which cary out
most prefer in
Age mahindra

Age Pearson Correlation 1 .278

Sig. (2-tailed) .136

N 30 30
Which cary out most prefer Pearson Correlation .278 1
in mahindra Sig. (2-tailed) .136

N 30 30
Which is the most selling unit of Mahindra car
Correlations
Correlations

Which is the
most selling unit
Age of mahindra car

Age Pearson Correlation 1 -.067

Sig. (2-tailed) .724

N 30 30
Which is the most selling unit Pearson Correlation -.067 1
of Mahindra car Sig. (2-tailed) .724

N 30 30
Ifthemahindracarshavewaiting1.5yearsthenyoubuy
Correlations
Correlations

Ifthemahindraca
rshavewaiting1.
5yearsthenyoub
Age uy

Age Pearson Correlation 1 .415*

Sig. (2-tailed) .022

N 30 30
Ifthemahindracarshavewaitin Pearson Correlation .415* 1
g1.5yearsthenyoubuy Sig. (2-tailed) .022

N 30 30

*. Correlation is significant at the 0.05 level (2-tailed).

How you rate Mahindra

Correlations
Correlations
 How you rate
Age Mahindra

Age Pearson Correlation 1 .106

Sig. (2-tailed) .578

N 30 30
How you rate Mahindra Pearson Correlation .106 1

Sig. (2-tailed) .578

N 30 30

Have you regulary check offer that Mahindra give

Correlations
Correlations

Haveyouregular
ycheckofferthat
Age mahindragive

Age Pearson Correlation 1 .047

Sig. (2-tailed) .807

N 30 30
Have you regulary check Pearson Correlation .047 1
offer that Mahindra give Sig. (2-tailed) .807

N 30 30
Why you prefer mahindra
Correlations
Correlations

Whyyoupreferm
Age ahindra

Age Pearson Correlation 1 .126

Sig. (2-tailed) .508

N 30 30
Why you prefer mahindra Pearson Correlation .126 1

Sig. (2-tailed) .508

N 30 30

What brand you choose as alternative of mahindra

Correlations
Correlations
 What brand you
choose as
alternative of
Age mahindra

Age Pearson Correlation 1 .152

Sig. (2-tailed) .422

N 30 30
What brand you choose as Pearson Correlation .152 1
alternative of mahindra Sig. (2-tailed) .422

N 30 30

Have you think that Mahindra is worth of its price

Correlations
Correlations

Have you think

that Mahindra is
Age worth of its price

Age Pearson Correlation 1 .224

Sig. (2-tailed) .235

N 30 30
Have you think that Pearson Correlation .224 1
Mahindra is worth of its price Sig. (2-tailed) .235

N 30 30

How do you know about his company

Regression
ANOVA

Model Sum of Squares df Mean Square F Sig.

1 Regression .079 1 .079 .468 .499b

Residual 4.721 28 .169

Total 4.800 29

a. Dependent Variable: Age

b. Predictors: (Constant), How do you know about his company

Coefficients

Standardized
Unstandardized Coefficients Coefficients

Model B Std. Error Beta t Sig.

1 (Constant) 1.068 .206 5.177 .000

How do you know about this

.079 .115 .128 .684 .499
company

a. Dependent Variable: Age

Which cary ou most prefer mahindra

Regression
 ANOVA

Model Sum of Squares df Mean Square F Sig.

1 Regression .372 1 .372 2.353 .136b

Residual 4.428 28 .158

Total 4.800 29

a. Dependent Variable: Age

b. Predictors: (Constant), Which cary ou most prefer mahindra

Coefficients

Standardized
Unstandardized Coefficients Coefficients

Model B Std. Error Beta t Sig.

1 (Constant) .985 .158 6.227 .000

Which cary ou most prefer in

.098 .064 .278 1.534 .136
mahindra

a. Dependent Variable: Age

Which is the most selling unit of Mahindra car

Regression
ANOVA

Model Sum of Squares df Mean Square F Sig.

1 Regression .022 1 .022 .127 .724b

Residual 4.778 28 .171

Total 4.800 29

a. Dependent Variable: Age

b. Predictors: (Constant), Which is the most selling unit of Mahindra car

Coefficients

Standardized
Unstandardized Coefficients Coefficients

Model B Std. Error Beta t Sig.

1 (Constant) 1.258 .179 7.027 .000

Which is the most selling unit

-.027 .076 -.067 -.357 .724
of Mahindra car

a. Dependent Variable: Age

Ifthemahindracarshavewaiting1.5yearsthenyoubuy
Regression
ANOVA
Model Sum of Squares df Mean Square F Sig.

1 Regression .828 1 .828 5.838 .022b

Residual 3.972 28 .142

Total 4.800 29

a. Dependent Variable: Age

b. Predictors: (Constant), Ifthemahindracarshavewaiting1.5yearsthenyoubuy

Coefficients

Standardized
Unstandardized Coefficients Coefficients

Model B Std. Error Beta t Sig.

1 (Constant) .746 .200 3.734 .001

Ifthemahindracarshavewaitin
.296 .122 .415 2.416 .022
g1.5yearsthenyoubuy

a. Dependent Variable: Age

How you rate Mahindra

Regression
ANOVA

Model Sum of Squares df Mean Square F Sig.

1 Regression .054 1 .054 .316 .578b

Residual 4.746 28 .170

Total 4.800 29

a. Dependent Variable: Age

b. Predictors: (Constant), How you rate Mahindra

Coefficients

Standardized
Unstandardized Coefficients Coefficients

Model B Std. Error Beta t Sig.

1 (Constant) 1.111 .176 6.321 .000

How you rate Mahindra .054 .095 .106 .562 .578

a. Dependent Variable: Age

Have you regulary check offer that Mahindra give

Regression
ANOVA
Model Sum of Squares df Mean Square F Sig.

1 Regression .010 1 .010 .061 .807b

Residual 4.790 28 .171

Total 4.800 29

a. Dependent Variable: Age

b. Predictors: (Constant), Have you regulary check offer that Mahindra give

Coefficients

Standardized
Unstandardized Coefficients Coefficients

Model B Std. Error Beta t Sig.

1 (Constant) 1.154 .201 5.738 .000

Have you regulary check

.026 .106 .047 .247 .807
offer that Mahindra give

a. Dependent Variable: Age

Why you prefer mahindra

Regression
ANOVA

Model Sum of Squares df Mean Square F Sig.

1 Regression .076 1 .076 .449 .508b

Residual 4.724 28 .169

Total 4.800 29

a. Dependent Variable: Age

b. Predictors: (Constant), Why you prefer mahindra

Coefficients

Standardized
Unstandardized Coefficients Coefficients

Model B Std. Error Beta t Sig.

1 (Constant) 1.107 .157 7.046 .000

Why you prefer mahindra .042 .063 .126 .670 .508

a. Dependent Variable: Age

What brand you choose as alternative of mahindra

Regression
ANOVA
Model Sum of Squares df Mean Square F Sig.

1 Regression .111 1 .111 .664 .422b

Residual 4.689 28 .167

Total 4.800 29

a. Dependent Variable: Age

b. Predictors: (Constant), What brand you choose as alternative of mahindra

Coefficients

Standardized
Unstandardized Coefficients Coefficients

Model B Std. Error Beta t Sig.

1 (Constant) 1.089 .156 7.001 .000

What brand you choose as

.056 .068 .152 .815 .422
alternative of mahindra

a. Dependent Variable: Age

have you think that Mahindra is worth of its price

Regression
ANOVA

Model Sum of Squares df Mean Square F Sig.

1 Regression .240 1 .240 1.474 .235b

Residual 4.560 28 .163

Total 4.800 29

a. Dependent Variable: Age

b. Predictors: (Constant), have you think that Mahindra is worth of its price

Coefficients

Standardized
Unstandardized Coefficients Coefficients

Model B Std. Error Beta t Sig.

1 (Constant) .920 .242 3.800 .001

Have you think that

.240 .198 .224 1.214 .235
Mahindra is worth of its price

a. Dependent Variable: Age

 OBJECTIVES OF THE STUDY

TO ANALYZE THE LEVEL OF CUSTOMERS SATISFACTION TOWARDS Mahindra & Mahindra

TO EXAMINE THE IMPACT OF BEHAVIORAL FACTORSOF CONSUMERS ON CHOOSING Mahindra & Mahindra cars

TO STUDY CONSUMER OPINION OF THEIR SUVS REGARDING ITS FEATURES LIKE APPEARANCES , PRICE ,
MILEAGE ETC.

TO GIVE SUGGESTION TO MEET CUSTOMER SATISFACTION

PRIMARY SOURCE

ORIGINAL SOURCES FROM WHICH RESEARCHER DIRECTLY COLLECTS DATA THAT HAVE NOT BEEN
PREVIOUSLY COLLECTED. THIS METHOD INCLUDE QUESIONNAIRE, SELF -OBSERVATION ETC.

SECONDARY SOURCE

ARE THOSE SOURCES OF DATA FROM WHICH THE RESARCHER COLLECTS DATA THAT HAS NOT BEEN
PREVIOSLY COLLECTED. THIS METHOD INCLUDE MAGAZINES, NEWSPAPERS ETC.

METHOD OF DATA COLLECTION

PRIMARY SOURCE:- THE DATA HAVE COLLECTED THROUGH QUESTIONNAIRE FROM USERS OF TVS BIKES

SECONDARY SOURCE:- INCLDES DATA COLLECTED THROUGH THE HELP OF PUBLISHED SOURCES ON
GOOGLE

SAMPLE SIZE

QUESTIONNER HAS BEEN FILLED BY 41 PERSON WHICH HELP IN DATA COLLECTING AND KNOWING
CUSTOMERS PREFERENCES FOR TVS BIKES.
 CONCLUSION

From the study it is concluded that consumer satisfaction play a major role in our day to day life.Consumer
satisfaction has become a necessity. Now-a-days one finds it hard to survive without them. Mahindra &Mahindra is
one of the leading SUVproviders and it should also concentrate on the research and development in the country
itself so as to fulfill the demands of the local residents as well as foreign in the desired manner. As rapid socio
economic changes sweep across india, the country is witnessing the creation of many new markets and a further
expansion of the existing ones. The indian car industry has witnessed has a considerable change in the past couple of
years Changing life styles with access to disposable incomes , easy finance options and a surge in advertising has
been instrumental in bringing about a sea change in the consumer behaviour pattern ..

Now-a-Days company has grown much better as expected and taking a step in ev market as well Like ev products
like elctric suvs. and has also look after the advertisements and marketing of the product.
BIBLIOGRAPHY
 QUESTIONNAIRE

Age
O Between15-20

O Between20-30

O Between30-40

O Between40-50

How do you know about this company

O Freinds & Relatives

O Internet Social

O Banner & holdings

Which car you most prefer in Mahindra

O Thar

O ScorpioN & Scorpio classic

O Bolero Neo

O Xuv 700

O Xuv 300

What is the most setting unit of Mahindra car

O Scorpio

O Thar

O Bolero

O XuV 700

You have a waiting period of Mahindra cars of at least 1.5 year then you with go to buy the Mahindra Care

O Yes

O NO

Do you even use Mahindra Cars/ SuVs / Commercials if yes then rate your experience

O 3-5(Good)

O 2-3(Better)
 O 1 -2(Average)

O 0-1 (best)

Have you regularly check the others and discounts which Mahindra give to their customers

O Yes

O No

Why you prfer Mahindra cars

O Road Presence
O Economical
O Saftey
O Build Quality

If you choose alternative of Mahindra cars Which Brand would you go for it

O TATA

O Maruti Suzuki

O MG

O Toyota

Have you think that Mahindra vechiles are worth of its price
O yes

O No