MRF Tyre Report Shubh 1

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A

Research Report
On
Consumer satisfaction towards “MRF TYRE”
In partial fulfilment of the requirement of the award for the degree of
BACHELOR OF BUSINESS ADMINISTRATION (BBA)
GUIDED BY: SUBMITTED BY:
DR. PRADEEP MISHRA NAME OF STUDENT: - PATEL SHUBH G.
EXAM SEAT NO: -109
PRN NO: -2021095900005803
NAME OF STUDENT:-PATEL URVIL J.
EXAM SEAT NO:-111
PRN NO:-2021095900000551
BBA SEM: - VI
SUBMITTED TO:
SMT. S. B. PATEL INSTITUTE OF BUSINESS MANAGEMENT, VISNAGAR

AFFILIATED TO:

Sankalchand Patel University


VISNAGAR

ACADEMIC YEAR: 2023-24


FACULTY OF MANAGEMENT STUDIES
SMT. S. B. PATEL INSTITUTE OF BUSINESS
MANAGEMENT

STUDENT DECLARATION

We, the undersigned, hereby declare that this Research Project titled “CONSUMER
SATISFACTION TOWARDS MRF TYRE” is a result of our own work and our indebtedness to other
work publication, reference, if any, have been duly acknowledgement. If we are found guilty
of copying any other report or published information and showing as our original work, we
understand that we shall be liable and punishable by SPU which may include ‘repeat study &
resubmission of the report’ or any other punishment that SPU may decide.

Student 1 Student 2
PATEL SHUBH G. PATEL URVIL J.
NAME:
109 111
SEAT NO:
2021095900005803 2021095900000551
PRN NO:

SIGNATURE

Place: - Visnagar

Date: -
FACULTY OF MANAGEMENT STUDIES
SMT. S. B. PATEL INSTITUTE OF BUSINESS
MANAGEMENT

CERTIFICATE

This is to certify that MR.PATEL SHUBH G. ,Exam seat no. 109,and

MR.PATEL URVIL J., Exam seat no. 111, Of BBA ;Sem-VI, has satisfactorily

completed practical research project in the subject of “MARKETING AREA” and

its title is “ CONSUMER SATISFACTION TOWARD MRF TYRE” and submitted

his Research report to Smt. S. B. Patel Institute of Business Management,

Visnagar, affiliated to Sankalchand Patel University, Visnagar for the partial

fulfilment of the requirement of the practical studies in Sem-VI ; BBA

programme.

Place: Visnagar Project Co-ordinator

Mr.Mitesh Thakor

Date: Dean FMS and Principal BBA


Dr. Jitendra k sharma
INDEX

SERIAL PARTICULAR PAGE


NO. N O.
Preface 4
Acknowledgement 4
Executive summary iii
List of Table
List of Chart
CHAPER- 1 INTRODUCTION OF 1-9
CONSUMER SATISFACTION
1.1 Firstly understand Who are consumers? 2
1.2 Definition of Consumer Satisfaction 3
1.3 Purpose of Consumer Satisfaction 4
1.4 Advantage of Consumer Satisfaction surveys 5
1.5 Disadvantage of Consumer Satisfaction surveys 6
1.6 Needs of Consumer Satisfaction 7
1.7 The ways to measure Consumer Satisfaction 8
1.8 Business Techniques of Consumer Satisfaction 9
CHAPTER-2 COMPANY PROFILE 10-20
2.1 Introduction 11
2.2 History 12
2.3 Awards and Recognition 13
2.4 Company profile 14-15
2.5 Key personal of the Company 16
2.6 Mission and Visions 17
2.7 Turnover 18
2.8 ISO 14001: 2015 Certificate 19
2.9 Product Range 20
CHAPTER- 3 RESEARCH METHODOLOGY 21-30
3.1 Meaning of Research and Research Methodology 22

3.2 Title of Study 23


3.3 Objective 24
3.4 Review of Literature 25-26
3.5 Hypothesis 27
3.6 Research Methodology 28-30
3.6.1 Research design 28
3.6.2 Sampling techniques 28
3.6.3 Research Instrument 29
3.6.4 Sample Size 29
3.6.5 Pre-testing and Execution of Sampling Process 29
3.6.6 Data collection 29
3.6.7 Statistical tool 29
3.6.8 Limitations of the research 30
CHAPTER- 4 DATA ANALYSIS 31-46
4.1 Analysis of data 32-46
CHAPTER-5 FINDINGS AND RECOMMENDATION 47-50
5.1 Findings 48
5.2 Suggestions 49
5.3 Conclusion 50
BIBLIOGRAPHY 51-52
ANNEXURE 53-55
LIST OF TABLE

SR. NO. PARTICULAR PAGE NO.


4.1 4.1.1 Gender Ratio 32
4.1.2 Age Ratio 33
4.1.3 Married Ratio 34
4.1.4 Occupation Ratio 35
4.1.5 Education Ratio 36
4.1.6 YOU HAVE BIKE OR CAR ? 37
4.1.7 WHICH COMPANY TYRE USE IN YOUR VEHICLE? 38
4.1.8 DO YOU LIKE MRF TYRE? 39
4.1.9 WHICH QUALITY YOU LIKE IN MRF TYRE? 40
4.1.10 HOW MANY KILOMETRES DO BEST PERFORM MRF TYRE? 41
4.1.11 MRF TYRE ARE AVAILABLE IN CONVENIENT LOCATION? 42

4.1.12 HOW DID YOU HEAR ABOUT MRF TYRE? 43


4.1.13 DO YOU RECOMMENDED YOUR FRIENDS AND RELATIVES TO MRF 44
TYRE?
4.1.14 WHICH OUTLET DO YOU PREFER BUYING YOUR TYRE FROM? 45
4.1.15 WHAT YOUR SATISFACTION RANGE ON MRF TYRE? 46
PREFACE

It was a great experience to prepare this project on “consumer satisfaction Towards MRF
TYRE.” as a part of fulfilment of BBA Semester-6. We have learned so much during this
project work. This project has helped us to boost our potentials and the inner qualities and
thereby we came to know that how theoretical research studies get practical
implementation. This project has encouraged us for research work and develops analytical
knowledge. It has indeed has proved to be very useful to me. We have tried to put our best
effort to complete this task on the basis of skill that we have achieved during our studies in
the institute. We have tried to put our maximum efforts to get the accurate statistical data.
If there is any error or any mistake in collecting the data then please forgive us.

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ACKNOWLEDGEMENT

It is a great pleasure for us to undertake this survey report. We feel highly doing the survey
project entitled – “CONSUMER SATISFACTION TOWARDS MRF TYRE”.

Many thanks to a SMT.S.B.PATEL INSTITUTE OF MANAGEMENT, for giving us the chance of


gathering practical knowledge as a part of BBA students.

Deep gratitude is expressed to the principle mam Dr Jitendra k sharma ., and the other faculty
member of BBA programme for their insight and guidance in the area of this survey report
and supervision as well as providing necessary information related to the survey report and
for support in completing this. This survey report would not have completed without the
enormous help and worthy experience, so we again sincerely thankful to our guide

DR. Pradeep Mishra

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CHAPTER -1
INTODUCTION TO CONSUMER SATISFACTIO

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1.1INTRODUCTION
The main object of every organization is to earn more profit, to achieve this object the
organization should increase its sales by getting more customer and the only way to get more
customer is that the organization should provide expected satisfaction to the customers .Here
the word customer satisfaction means “the utility which customer expect from the product”
and when a customer get expected utilities it is called as customer satisfaction.

MRF manufactures the largest range of tyres in India and enjoys the highest brand preference
for superior quality, company manufactures the largest range of tyres in India and
is the market leader with the largest market share it tyre industry.

Since 1984 MRF tyres has consistently been chosen as fitment by almost every major
car manufacturer in India apart from tyres MRF also manufacturer conveyor belts, pretreads
and advanced polyurethane paints .Here every customer of MRF is getting satisfaction and it
may analyzed by the following information

*It is also created good brand name in other countries also, and it is the first Indian company
to export tyres to the US, the very birthplace of tyre technology. It is the first company in India
to manufacture and market Nylon tyres passenger tyres commercially

*MRF is providing huge number of products to the customer as per the requirement and need.

*They provide more warranties to the customers and it will shows that the company has
confident on its product. So as per the above information it found that the customer

satisfaction towards MRF tyres is good

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1.2 CONSUMER SATISFACTON:-

1.2.1 Defining Consumer Satisfaction

It is a measurement or indicator of the degree to which customers or users of an


organization’s products or services are pleased with those products or services.

Customer satisfaction to a company can be defined as:

1. The company’s ability to fulfil the business, emotional, and psychological needs of its
customers,

2. Quality of service delivery expected by the customers.

3. An internal drive to satisfy an unsatisfied need of customer.

4. Providing good service in a pleasant manner and meeting the customer’s expectations,

5. The measure of the degree to which a product or service meets the customer’s
expectations; 6. Comparison of expectations versus actual experience.

1.2.2 Measuring Consumer Satisfaction:

Most companies say that believe in great customer service, but few set up a system to ensure
that they provide it. To deliver excellent customer service takes both understanding what
your customers want and the way to see that they receive it.

1.2.3 Delighted Customers Are Profitable:

It is widely accepted that it is almost five times more profitable to sell to an existing customer
than to find a new customer. More important, the difference between satisfied customers
and very satisfied customers can make a big difference in customer repeat business and the
profits. Measuring client satisfaction is very important and distinguishing between degrees of
satisfaction by using customer surveys is crucial.

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1.2.4 Concept: The existence of many companies on the market is conditioned with a
number of satisfied customers. Customers are the key factor of the existence and company
development on the market.

It is obvious then, that firms, which want to face the competition, need to provide valuable
and unique terms to their customers,that will satisfy their needs. This satisfaction includes
not only the feelings associated with the purchasing process, but also the atmosphere before
and after the execution of purchases.

1.2.5 Principal:- 

Customer care more for details

 Perception is the only reality

 Personalization & recognition is key.

 Listening & reflecting

 Taking charge of needs, wants and problems

 Efficiency in problem solving

 Explicit expression of satisfaction or unsatisfaction.

1.2.6 Limitations:-

There are a number of limitations of consumer satisfaction in terms of relying too heavily on
this marketing metric. It is, therefore, important to understand the various limitations in order
to utilize the results of CSAT research/scores appropriately.

 Measures performance to expectations not overall quality.

 Pursuing high CSAT scores may be a profit drag.

 Existing consumers tend to adjust their expectations over time.

 Other marketing metrics may be more appropriate.

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1.3 CONSUMER & SATISFACTION: -

Consumer:

A consumer is one that buys good for consumption and not for resale or commercial purpose.
The consumer is an individual who pays some amount of money for the thing required to
consume goods and services. As such, consumers play a vital role in the economic system of
a nation. Without consumer demand, producers would lack one of the key motivations to
produce: to sell to consumers. The consumer also forms part of the chain of distribution.

Satisfaction:

As in defining customer above, defining satisfaction also appears simple. However as with
customer there is a subtlety that needs addressing. Satisfaction by most definitions simply
means meeting the customer’s requirement.

Customer satisfaction is defined as a measurement that determines how happy customers


are with a company’s products, services, and capabilities. Customer satisfaction information,
including surveys and ratings, can help a company determine how to best improve or changes
its products and services. Customer satisfaction can be defined in many ways. Findings the
right way for a company depends on understanding your customer and on having a clear
vision of the role that customer satisfaction is to play in the strategy.

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1.4 MEASURING CONSUMER SATISFACTION:-
Survey Design, Use, and Statistical Analysis Methods. Book, Jan 1998. now in its second
edition, this best seller presents detailed information about how to construct, evaluate, and
use questionnaires. New to this second edition is a chapter that includes two different
methods of sampling and determining an appropriate sample size for reliable results. the
author has updated the chapter on reliability and validity to cover more information about
other forms of reliability. Also added is a chapter devoted to presenting examples on real
customer satisfaction measures and how they can be used.

I. Quality of products
II. Pricing
III. Offers and discounts
IV. Staff’s behaviour
V. Complaints or problems
VI. Experience
VII. Security’s behaviour
VIII. Store’s ambience and cleanliness

1.5 Building company around consumer satisfaction: -

With the increase in customer’s demands and competition, it has become a lot more
important to base the entire company on consumer service. When doing this one must first
realize that every member of an organization plays an active role in consumer service. This
includes both external and internal customers within a company.

Consumer focused organizations focus both on consumer satisfaction and profit. Achieving
customer satisfaction generates the profits. In this organization top management has
frequent contacts with external customers. The top management uses consultative,
participative, and supportive management styles to get through to the customer. The staff
focuses all of its attention on satisfying the consumer’s needs.

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1.6 Importance of consumer satisfaction:-
1. Reduces customer churn
In today’s capitalistic world, there are always new and existing competitors to be aware of.
This is important because your customers will always have somewhere else to buy similar
products or services. According to these customer retention statistics, 66% of B2B customers
stopped buying after a bad customer service experience and 52% of B2C customers did the
same.

Ensuring your customer service team is going above and beyond the competition to
keep CSAT scores up is crucial to reducing customer churn. Retaining customers is a vital piece
of the customer service puzzle. By doing everything in their power to help customers, your
team will produce numbers that help the company stay competitive while also boosting
customer loyalty and repeat business.

2. Boosts customer loyalty and recurring revenue

Existing customers spend an average of 31% more and are 50% more likely to try new
products compared to new customers. Higher customer loyalty is also an indicator of
customer satisfaction levels. Happy customers will continue to make repeat purchases (or
keep their subscriptions), ultimately boosting your bottom line.

Consider this example:

Your business sells software with a monthly subscription. Each subscription costs $10/month
and there are currently 100 customers. Through your surveys, you learn that 90% of them are
happy this month so you’re at risk of losing 10 customers and $100 next month. Now multiply
that by 12 months and you’ve lost $1200 over a year.

Next month you find that only 70% of customers are satisfied. You’re now at risk of losing
30% of your revenue or $300 next month and $3600 over a year. The lower your customer
satisfaction rate, the more your bottom line suffers — especially when you’re at a higher
pricing tier.

Customer satisfaction is one of the top ways you can measure potential repeat purchases
and loss risks. When customers are satisfied with your products or services, they stick around
and spend more.
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3. Improves efficiency and productivity

Evaluating your CSAT and other customer service KPIs will help you determine where your
agents can improve to make customers happier. Satisfied customers mean you’ll spend less
time fixing problems and more time getting work done.

For example, if your agent’s resolve rate has decreased, you may discover they need more
training to resolve tickets faster.

The information you learn from these numbers can help you make processes more efficient,
thus improving agents’ productivity. It can be as easy as asking your agents what they find
most difficult, tedious, or what causes bottlenecks in the process to guide you to fixes that
ultimately improve your CSAT scores and overall revenue.

4. Increases employee satisfaction


When your team is happy, they’re much more likely to provide great customer service than
when they’re frustrated. Learning and implementing what your agents need to be more
productive makes the entire process smoother for everyone involved.

Removing any barriers to your agents’ tasks creates a better flow of work and a more clear
way for you as a leader to identify what’s working and what’s not. This ultimately leads to a
better CSAT score when your agents can resolve issues quickly.

It also boosts morale in your team. Especially when 55% of customer service agents in a
recent survey say that a supportive work environment is the most important thing they need
to do their job well. Another morale-booster is rewarding your employees for improving CSAT
scores. By creating an environment where they are accomplishing set goals, agents will feel
happy and engaged. This will help improve employee satisfaction, productivity, and retention.

5. Encourages Brand Advocacy

Customer satisfaction and loyalty are important for brand advocacy. Whether you want them
to or not, customers talk about their experiences with your company. But unhappy customers
tell 15 people on average about their bad experience. Extrapolate that by your number of

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customers and that’s a lot of bad press. Conversely, Salesforce found that 72% of satisfied
customers share their positive experiences with others and 92% of consumers trust
recommendations from people know.

6. Helps you stand out from the competition

In some cases, it can be extremely difficult for customers who are trying to get help to find
the right person or to get a hold of a human at all. This frustration for customers creates a
very poor experience and a decrease in customer satisfaction and loyalty. That’s why positive
CSAT scores are important to stay competitive.

Being more accessible to your customers is an excellent way to create benefits for your
customers as well as your company. While other companies are difficult to reach, you can be
the standout by offering an customer service experience. For example, having a live chat
option, being responsive on social media, and/or a human simply to answer the phones.

7. Provides upselling and cross-selling opportunities

Think back to the last time you made a purchase and it was exactly what you needed. We’re
satisfied with the customer service experience. Did you return to that company for another
item? It’s likely you did because that’s what 60-70% of happy customers do.

Positive customer satisfaction leads people to return to your company for another purchase.
This provides salespeople with more opportunities to cross-sell complementary products or
upgraded services to increase sales revenue. The customer will be more likely to buy because
they’re already happy with the product and customer service.

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CHAPTER -2
COMPANY PROFIL

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2.1 MRF TYRE LOGO

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2.2 Introduction: -
Name of company:- Madras Rubber Factory

Key people:- (Managing Director) K M Mammen Rahul Mannen Mappillai

(Company secretary) S Dhanvanth kumar

Products:- Rubber product, such as tyres, flaps, conveyor belt, tread rubber

And tubes, toys, paints, and coats, pretreads, and sports goods.

Office:- Trichy, Tiruvottiyur and Arakonam in tamil Nadu, Kottayam in kerala,

Ponda in Goa, Medak in Andhra Pradesh and Unian Territory of

Pondicherry

Size & form of company;

Size: - Large Scale

Unit Form: - public company

Slogan:- Tyre With Muscles

Phone number; 91-004-28295087

Fax Number:- 91-004-28295087

Website:- www.mrftyre.com

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2.3 Kye persone of MRF company
.Chairman of MRF Tyre

M K Mammen

K M Mammen, Chairman & Managing Director, MRF Ltd has been elected as
Chairman of Automotive Tyre Manufacturers' Association (ATMA), the national
industry body for automotive tyre sector in India. Anshuman Singhania, Director of
JK Tyre & Industries Ltd will be the Vice-Chairman.

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2.4Intoduction of MRF Company
1946 - A year to remember… India was on the threshold of independence .A young
entrepreneur, K.M. Mammen Mappillai, opened a small manufacturing unit where balloons,
latex cast squeaking toys and industrial gloves were manufactured… little did her ealize then
that the company he started would grow to become the no.1 tyre manufacturer in India.

MRF established its first office in 1949 at Chennai, Tamil Nadu, and India. The company
beganas a manufacturer of toy balloons and other rubber products and then later on moved
to manufacture tyres in 1961.

Today MRF is into a league of its own with:

MRF manufactures the largest range of tyres in India and enjoys the highest brand preference
for superior quality, company manufactures the largest range of tyres in India and is the market
leader with the largest market share it tyre industry. Since 1984 MRF tyres has consistently
been chosen as oem fitment by almost every major car manufacturer in India apart from tyres
MRF also manufacturer conveyor belts, pre treads and advanced polyurethane paints

The milestones achieved while being such a progressive and vibrant company, is also
recognized by the corporate world through a number of awards like.

Voted as one of the Indian most admired marketing companies by A & M leading advertising
and marketing and marketing journal.

No. 1 award for customer satisfaction by J.D Power Asia pacific for 2001&2002Most ethical
company in India by business world, a leading business magazine.

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2.5Market challenges: India

• The Radicalization challenge- Radial vs. Cross ply Tyres Global average- 65% India -2%

Why use Radial tyres?

Positives Negatives

Longer life -100,000 km s Comparatively Higher Cost

Better fuel efficiency – 5 to 8% marginally poorer overloading

Lower aspect ratio- Better control

• Other challenges –Poor roads


Misperception that they are unsuited for India
Difficulty to integrate in old vehicles
Lack of radial manufacturing capabilities

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2.6 Scope and challenges

• Industry poised for a very good growth rate

• More J.V’s with world market leaders- better technical Know-how and quality

• Growth in automobile sector – cumulative effect on Tyre industry

• Increasing trend in capacity utilization – better output

• New and uncharted territories as export markets

• Increasing productivity – both labour and machinery

• Competition from other developing markets

• Increasing raw material costs – will effect OPM

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2.7 OBJECTIVES:-

Following are the objectives of MRF Tyre.

1. To understand the market potentiality for MRF TYRE.

2. To determine the requirements and needs of the potential consumers.

3. To know what people think about Tata MRF TYRE.

4. To study consumer awareness and perception about MRF TYRE.

5. To find out the satisfaction level of people.

6. To know how many persons are willing to buy the MRF TYRES TYRE?.

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2.8PRODUCT CATEGORY IN TWOWHEELER SEGMENT

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CHAPTER-3

RESEARCH METHODOLOGY

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3.1 Meaning: -
Research also starts with question or problem. Its purpose is to find answers to question
through the applicants of scientific method its pursuit of the track with the help of the study
and observations.

3.2Objective of the study: -

The main objective for conducting this research is to know the customer satisfaction level of
MRF TYRE LTD of Unjha city.

 To know the satisfaction level of people who use MRF TYRE

 To find out preference of people of different brand.

 To know the consumer demand on different type of MRF TYRES Tyre.

 To know review about MRF TYRE from people.

3.3TITLE OF THE STUDY:-

Title of the research is:- “A Project Report on Consumer Satisfaction Towards MRF TYRE At
Unjha city.”

3.4 Stages of Research:-

The four main stages followed in a research are:

Problem- It is the first stage that decides the topic. There are five steps in it. This are Topic
selection, Problem Definition, Literature Review, Hypothesis Formation and Methodology.

Data Collection-it is the second stage and decides the research methods followed by the
techniques for collecting information. It has got three steps: Definition of Sample, Sampling
and Data Collection.

Data Analysis- this is the third stage where the collected data are analysed, in order to find
a solution to the problem. It has got two steps: Organisation of Information and Analysis of
results. 

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3.5 REVIEW OF LITERATURE:

Coustomer satisfectiom
In a competitive marketplace where businesses compete for customers, customer satisfaction
is seen as a key differentiator and increasingly has become a key element of business strategy.

Measuring customer satisfaction


Organizations are increasingly interested in retaining existing customers while targeting non-
customers; measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace

.Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of
the state of satisfaction will vary from person to person and product/service to product/service.
The state of satisfaction depends on a number of both psychological and physical variables
which correlate with satisfaction behaviour s such as return and recommend rate. The level of
satisfaction can also vary depending on other options the customer may have and other products
against which the customer can compare the organization's products

Because satisfaction is basically a psychological state, care should be taken in the effort
of quantitative measurement, although a large quantity of research in this area has recently
been developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998
defined ten 'Quality Values' which influence satisfaction behaviour , further expanded by
Berry in 2002 and known as the ten domains of satisfaction. These ten domains of satisfaction
include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-
departmental Teamwork, Front line Service Behaviors, Commitment to the Customer and
Innovation. These factors are emphasized for continuous improvement and organizational
change measurement and are most often utilized to develop the architecture for satisfaction
measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry
(Leonard L) between 1985 and 1988 provides the basis for the measurement of customer
satisfaction with a service by using the gap between the customer's expectation of
performance and their perceived experience of performance. This provides the measurer
with a satisfaction "gap" which is objective and quantitative in nature .Work done by The

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usual measures of customer satisfaction involve a survey with a set of statements using a Liker
Technique or scale. The customer is asked to evaluate each statement and in term of
their perception and expectation of performance of the organization being measured. The
usual measures of customer satisfaction involve a survey with a set of statements using a Like
Technique or scale. The customer is asked to evaluate each statement and in term of
their perception and expectation of performance of the organization being measured .Cronin
and Taylor propose the

"confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman,


Zeithaml and Berry as two different measures (perception and expectation of performance)
into a single measurement of performance

3.6 Improving Customer Satisfaction


Published standards exist to help organizations develop their current levels of
customer satisfaction.
The International Customer Service Institute
(TICSI) has released The International Customer Service Standard (TICSS). TICSS enables
organizations to focus their attention on delivering excellence in the management of customer
service, whilst at the same time providing recognition of success through a 3rd Party
registration scheme. TICSS focuses an organization’s attention on delivering increased
customer satisfaction by helping the organization through a Service Quality Model.

TICSS Service Quality Model uses the 5 P's - Policy, Processes, and People, Premises,
Product/Services, as well as performance measurement. The implementation of a
customer service standard should lead to higher levels of customer satisfaction, which in turn
influences customer retention and customer loyalty.

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3.7 HYPOTHESIS OF THE STUDY:-
A hypothesis is a proposition which the researcher wants to verify. It may be mentioned that
while a hypothesis is useful, it is not always necessary. Hypothesis is generally concerned with
the causes of certain phenomenon or a relationship between two or more variables under
investigation. A hypothesis which taken for possible acceptance is called Null Hypothesis and
it is denoted by Ho. A hypothesis complementary to null hypothesis is called alternative
hypothesis and it is denoted by H1.

 Null Hypothesis (Ho)

* There is no significance difference between male and female consumer of MRF TYRE.

* There is no significance difference between Urban and Rural consumer of MRF TTRE.

 Alternative Hypothesis (H1)

* There is significance difference between male and female of consumer of MRF TYRE.

* There is significance difference between Urban and Rural consumer of MRF TYRE.

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3.8 RESEARCH METHODOLOGY:-
The purpose of methodology is to describe the process involved in research work. This
includes the overall research design, data collection method, the field survey and the analysis
of data.

 Sample Location: The Sample was taken from Unjha city.

 Sample Size: Total sample size is 100.

 Source of Data Collection:

1 Primary- For my survey primary data have been used as a questionnaire to collect the data.
Filled questionnaires were taken. After confirming the same, the filled up questionnaires were
fed for analysis as per coding.

Secondary:- The secondary data has been collected from the following modes :  Journals

 Research Paper

 Company Websites

 Data through internet sources

 Other Websites

 Significance of the study:

To gain insights whether the Tata motors delivers what it promises.

 Techniques of Data Collection & Interpretation of Data:

Non-probability sampling method is used because it is relied on the personal judgements of


the researcher in that simple random sampling is used in project study. The selection of
sampling units is left primarily to the interview.

 Research Method: A Structured questionnaire was used for the purpose of study.

 Statistical Tool: Following are the statistical tool for this research analysis

 Chi-square method

 Z-test Method  Graph Method: Bar chart Time Period of the Study:

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3.9 LIMITATIONS OF STUDY:-

Following are the limitations of this research work:-

 The sample size is insufficient for statistical measurement.

 Samples are chosen by the Simple random method so error may


occur in generalization for the division of income group and age wise.

 Respondents cannot give more time due to their busy schedule.

 Time constraint.

 The sample are limited only to MRF TYRE.

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CHAPTER:-4

DATA ANALYSIS

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. ANALYSIS OF DATA

General Information…

Gender

Table 4.1 Gender Ratio

Particular No. of Respondents In percentage

Male 93 91.2
Female 9 8.8
Other - -
TOTAL 102 100%
s

male and female

8.8, 9%

91.2, 91%

MALE FEMALE OTHER

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INTERPRETATION: From the above table 4.1 research find that there are 91% of male and
9% female. Male more likely to buy MRF Tyre than female

2. AGE
Table 4.2 Age Ratio

Particular No. of Respondents In Percentage

18-25 93 91.2%
26-35 8 7.8%
36-40 1 1%
46 to Above - -
TOTAL 102 100%

8% 1%

91%

18-25 26-35 36-40 41 above

INTERPRETATION: From the above 4.2 research find that there are 91% in age of 18 to 25 in
age 26 to 35 there are 8% people 1% people in age of 36 to 45 and 4% people on, so in age of
18 to 25 there are 91% people i.e. highest use of MRF Tyre and in age of 36-40 there are 1%
of people use MRF tyre lowest

34
3. MARRIED / UNMARRIED

4.3 Married status

Particular No. of Respondents In percentage

Married 14 13.7%
Unmarried 88 86.3%
TOTAL 102 100%

13.7, 14%

86.3, 86%

married unmarried

INTERPRITETION:-From the above 4.3 research find that there are 86% people is unmarried
to use MRF TYRE and 13% people are married to use MRF TYRE , so many use of MRF TYRE is
unmarried person.

35
4. Qualification

Table 4.3 EDUCATION QUALIFICATION

Particular No. of Respondents In Percentage

Secondary education 12 11.8%


Higher secondary 26 25.5%
graduate 52 51%
Other 12 11.8%
TOTAL 102 100%

3, 3%
4.9, 5%
7.8, 8%

84.3, 84%

secondary education hidher secondary graduate oyher

INTERPRETATION: From the above 4.3 researcher find that there are 51% Graduate 25.5%
people are Higher secondary 11.8% people are secondary education and other is 11.8 so
highly ratio is 51% of Greduate.

36
5. OCCUPATION

4.4 OCCUPATION RATIO

Particular No. of Respondents In Percentage

Student 86 84.3%
Businessman 8 7.8%
Employee 5 4.9%
Other 3 2.9%
TOTAL 102 100%

2.6,
5.4, 5%3%
7.8, 8%

84.3, 84%

Student bussinessman employee other

INTERPRETATION: From the above 4.5 researcher find that there are 7.8% businessman
84.3% people are student 5.4 % people are employee so highly ratio is 84.3 of student
occupation & low ratio is of Employee.

37
Questions…

Table 4.5 YOU HAVE BIKE OR CAR?

Particular No. of Respondents In percentage

Yes 93 93%
No 9 7%
TOTAL 102 100%

3.9, 4%

96.1, 96%

yes No

INTERPRETATION: From the above 4.5 table researcher find that 91% people
are using MRF TYRE.

38
4.6 WHICH COMPANY TYRE USE IN YOUR VWHICLE?

Particular No. of Respondents In Percentage

MRF TYRE 94 92.2%


CEAT TYRE 4 3.9%
JK TYRE - -
GOOGYEAR 4 3.9%
TOTAL 102 100%

3.9,3.9,
4% 4%

92.2, 92%

MRF TYRE CEAT JK TYRE GOOD YEAR TYRE

INTERPRETATION: From the above 4.6 table researcher find that 92.2% people are using
MRF TYRE.

39
4.7 DO YOU LIKE MRF TYRE

Particular No. of Respondents In percentage

Yes 99 99%
No 3 1%
TOTAL 102 100%

1, 1%

99, 99%

YES NO

INTERPRITETION:-The major people are filly like to the MRF tyre to compare other company
tyre.

40
4.8 WHICH QUALITY YOU LIKE IN MRF TYRE

Particular No. of Respondents In percentage

Durability 25 24.5%
Warranty policy 11 10.8%
Service 20 19.6%
Price 4 3.9%
Material Quality 42 41.2%
TOTAL 102 100%

24.5, 24%

42.5, 42%
3.9, 4%

19.6, 19%
10.8, 11%

durability warranty policy service price material quality

INTERPRITETION:-From the above 4.8 researcher find that there are 42.5% Material
quality 24.5 % IS Durability 19.6 is service so highly ratio is 42.5% of like from the

Material quality by MRF TYRE.

41
4.9 HOW MANY KILOMETRES DO BEST PERFORM MRF TYRE?

Particular No. of Respondents In Percentage

10000-15000 16 15.7%
15000-20000 23 22.5%
20000-30000 17 16.7%
30000-40000 1 1%
40000-50000 27 26.5%
15000 3 2.9%
TOTAL 102 100%

3.9, 4%
15.7, 16%

26.5, 27%

22.5, 23%

14.7, 15%
16.7, 17%

10K-15K 15K-20K 20K-30K 30K-40K 40K-50K 115000K

INTERPRETATION: From the above 4.9 research find that above of 11k-20k kilometres use
people is 15.7% in 20k-30 kilometres use is 22.5 in 30k-40k kilometres use is 16.7 so there is
many comfortable zone to use MRF TYRE.
42
4.10 MRF TYRE ARE AVAILABLE IN CONVENUENT LOCATION?

Particular No. of Respondents In percentage

Yes 93 99%
No 9 1%
TOTAL 102 100%

1, 1%

99, 99%

YES NO

INTERPRETATION: From the above 4.10 table researcher find that 99% people
are available purchase by convent location.

43
4.11 HOU DID YOU HEAR ABOUT MRF TYRE?

Particular No. of Respondents In Percentage

Television 32 31.4%
friends 35 34.3%
News paper 9 8.8%
relatives 10 9.8%
Other 16 15.7%
total 102 100%

15.7, 16%
31.4, 31%
9.8, 10%

8.8, 9%

34.3, 34%

television friends news paper relativs other

INTERPRETATION: From the above 4.11 researcher find that there are 31.4% television 66%
people are friends 10% people are 8.8% people are newspaper so highly Averie ratio is
friends34.3.

44
4.12DO YOU RECOMMEDED YOUR FRIENDS AND RELATIVES TO
MRF TYRE?

Particular No. of Respondents In percentage

Yes 99 97.1%
No 3 2.9%
TOTAL 102 100%

2.9, 3%

97.1, 97%

YES NO

INTERPRETATION: From the above 4.12 table researcher find that 97.1% people are
RECOMMEDED MRF TYRE.

45
4.13 WHICH OUTLET DO YOU PREFER BUYING YOUR TYRE
FROM?

Particular No. of Respondents In percentage

MRF showroom 58 56.9%


Online 18 17.6%
Does not matter any place 10 9.8%
Nearest store to my home 16 15.7%
TOTAL 102 100%

15.7, 16%

9.8, 10%

56.9, 57%
17.6, 17%

mrf showrooms online does not matter any place nearest store to my home

INTERPRETATION: From the above 4.13 researcher find that there are number
of people are recommend to perches MRF SHOWROOM

46
4.14 WHAT YOUR SATISFECTION RANGE ON MRF TYRE

Particular No. of Respondents In percentage

0% 6 5.9%
50% 14 13.7%
70% 22 21.6%
100% 60 58.8
TOTAL 102 100%

5.9, 6%
13.7, 14%

58.8, 59% 21.6, 21%

0% 50% 70% 100%

INTERPRITETION:- from the above 4.14research find the ratio is 100% of


satisfaction of MRF tyre

47
4.15 WHAT IS YOUR OPINION ABOUT MRF TYRE SAFTY?

Particular No. of Respondents In percentage

EXCELLENT 74 72.5%
GOOD 27 26.5%
Poor 1 1%
Total 102 100%

1, 1%

26.5, 27%

72.5, 72%

EXELLENT GOOD POOR

INTERPRITETION: from the above 4.14 research find the ratio 72.5 people is rate about
excellent and 26.5% people I rate about MRF TYRE.

48
CHAPTER – 5
FINDINGS & SUGGESTION

49
FINDINGS:-

• Most of are the age between 18 to 25 years

• Most of the people are unmarried .

• Most of respondents are of students.

• Most of the respondents are graduated .

• Respondents of majority is male .

• Most of the respondents are having the vehicles.

• On an average all the respondents are having the vehicles.

• Most of respondents have two wheeler and less are have three wheeler, four wheeler
and six wheeler.

• Most of them are using the MRF TYRE in their vehicles.

• Majority of them are satisfied with current MRF TYRE they are using.

• Most of them have also fitted MRF TYRE.

• MRF TYRE is helpful to the most of the respondents.

• Most of the respondents are motivated by brand image.

• Good quality of MRF TYRE is likable by respondents.

• Showrooms employees behavior are very friendly which most of respondents give feedback
to us.

• It also fulfills the warranty time period.]

• All customers are satisfied with their all features

• Most of respondents think MRF TYFRE price range are high.

• Most of respondents fells to buy MRF TYRE is worth purchase.

• Higher price indicates the higher quality.

• Respondents use MRF TYRE from six months , one year and above one year.

50
SUGGESTION:-

• The company should start analyzing the target consumers and develop channels to reach
their respective customers.

• The company should ensure high quality premium tyres to compete and make an
accountable status in the tyre industry.

• The price of MRF tyre is high compare with its competitor. So they should decrease their
price.

• They should improve their distribution channel so all people get its product easily

• They should also increase their promotional activity to attract more people to use product

• They should also increase after sales service to give more satisfaction and attract new
customer to use product.

• Company should enable a customer feedback system; this can help the manufacturers
improving the satisfaction level of its buyers.

51
CONCLUSIONS:-

During this marketing research, we have learnt a lot of thing. It was a great experience, while
doing project report on MRF tyre, how to explain them to fill up questions and what type of
complains are raised by customers during marketing research. This task is learnt through only
practical study. It was a really a nice experience to do project on MRF tyre.

52
BIBLIOGRAPHY:-

• Braun, V. and Clarke, V. (2006); “Using thematic analysis in psychology”; Qualitative


Research in Psychology; 3 (2). pp. 77-101. ISSN 1478-0887Dennis Howitt & Duncan Cramer;
“Research Methods in Psychology”; Second edition

• Beard, C and Easingwood C (1996); “New product launch: marketing action and launch
tactics for the high technology products”

• Choffray, J .M and Lillien, G (1984); strategies behind the successful industrial product
launch” Business marketing Novembe

Website-

• http://www.mrfin/newsite/home.asp

• http://www.thedailystar.net/business/local-firms-look-to-make-tyres-for-big-vehicles-
963Websites:

53
Annexure

o We are Student of Sankalchand Patel University- SMT S. B. Patel Institute of business


Management, BBA Sem VI student, am conducting research “A consumer satisfaction
towards MRF TYRE.” I have selected Unjha area for this purpose. You have been
selected as one of the esteemed respondents for this project and are requested to
provide valuable information related to asked questions on banking aspects. There is
no right, or wrong answer and all answers are valuable and will be treated with the
utmost respect. The information collected from you will be maintained strictly
confidential and used only for the purpose of this project. I also assure you that your
identity will be kept very confidential. Thanking You

PART A :- PERSONAL INFORMATION

NAME
--------------------------
Email
--------------------------
Gender o Male
o Female
o Other
Age o 18-25
o 26-35
o 36-40
o 41 and above
Married status o Married
o Unmarried

54
Occupation o Students
o Employees
o Businessman
o Other

EDUCATION QUALIFICATION o Secondary education


o Higher secondary education
o Graduate
o Other
YOU HAVE BIKE OR CAR o Yes
o No
WHICH COMPANY TYRE USE IN YOUR o MRF TYRE
VEHICLE? o CEAT TYRE
o JK TYRE
o GOODYEAR TYRE
DO YOU LIKE MRF TYRE o YES
o NO
WHICH QUALITY YOU LIKE IN MRF TYRE? o Durability
o Warranty policy
o Service
o Price
o Material quality
HOW MANY KILOMETRES DO BEST o 10000-15000
PERFORM MRF TYRE? o 15000-20000
o 20000-30000
o 30000-40000
o 40000-50000
MRF TYRE ARE AVAILABLE IN CONVENINT o YES
LOCATION? o NO
HOW DID YOU HEAR ABOUT MRF TYRE o Television
o Friends

55
o News paper
o Relatives
o Other
DO YOU RECOMMENDED YOUR FRIENDS o TES
AND RELATIVES TO MRF TYRE? o NO
WHICH OUTLET DO YOU PREFER BUYING o MRF Showroom
YOUR TYRE FROM? o Online
o Dose not matter any place
o Nearest store to my home
WHAT YOUR SATISFECTION RANGE ON MRF o 0%
TYRE? o 50%
o 70$%
o 100%
WHAT IS YOUR OPINION ABOUT MRF TYRE o Excellent
SAFTY? o Good
o poor

56

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