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PpTon Project

1) The document presents findings from a study on customer satisfaction with Speedways Tyres conducted in Jalandhar, India. 2) Key findings include that 31% of customers purchased tyres through self-decision and most customers were satisfied with fulfilling their needs, though only 30% were fully satisfied with price. 3) While quality satisfaction was high, issues were found with service from showroom employees and some customers faced problems like lack of information. 4) In conclusion, Speedways Tyres satisfied customer needs but showroom service required improvement. Recommendations included reducing prices, improving employee skills and customer relations.

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shrishti05
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602 views28 pages

PpTon Project

1) The document presents findings from a study on customer satisfaction with Speedways Tyres conducted in Jalandhar, India. 2) Key findings include that 31% of customers purchased tyres through self-decision and most customers were satisfied with fulfilling their needs, though only 30% were fully satisfied with price. 3) While quality satisfaction was high, issues were found with service from showroom employees and some customers faced problems like lack of information. 4) In conclusion, Speedways Tyres satisfied customer needs but showroom service required improvement. Recommendations included reducing prices, improving employee skills and customer relations.

Uploaded by

shrishti05
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPT, PDF, TXT or read online on Scribd
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Presentation on Summer Training

Customer Satisfaction regarding Speedways Tyres


Speedways Rubber Company

Presented By: Shrishti Jain

Presented To: Mr. Kanwal Gurleen

Introduction to the Company


Established in 1984 Mission: The Company is committed to quality management and continually strives to improve processes for its clients Vision: To be recognized and respected as a leader ISO 9001:2000 certified organization Products: Bicycle Tyres & Tubes, tractor tyres, jeep tyres, truck tyres etc.

Quick Facts about the Company


Year of Establishment Industry Quality Standards Registered Address 1984 Tyre Manufacturing ISO 9001:2000 Suchi Pind, Bye Pass G. T. Road, Jalandhar, Punjab 144 003

Website Number of Employees


Income Tax registration no. VAT no. Banker Annual Turnover

http://www.speedwaystyres.com/ 51-100
AAECS1423J 03761043161V HDFC Bank Rs.15-20 Crores

Introduction to the topic


Customer is the king in todays business environment. Kotler defined Customer Satisfaction as, It is a person's feeling of pleasure or disappointment resulting from comparing a products perceived performance in relation to his or her expectation. It depends upon the performance relative to the expectations.

Introduction to the topic


Customer Satisfaction regarding Speedways Tyres, is study conducted to know the opinion of customers and suggestions for improvement of performance.

Review of Literature
AUTHOR
Adams

YEAR OF STUDY
2002

RESEARCH TOPIC
The effect of using CTI on the ride of quality of vehicles. A study where he measured and modeled the impact of tyre pressures on road erosion. To evaluate the effect of CTI on driver comfort.

Foltz

1996

Bradley

1991

Need of the Study


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. It has a brand name & large range of diversified products. So, studying customer satisfaction was the best choice.

Scope of the study


The study is purely based on the survey conducted in Jalandhar city and is focused on customers.

Objectives of the Study


To know the customer satisfaction towards Speedways tyres. To know the attributes which creates customer satisfaction among users of Speedways tyres. To know the customer opinion about the showroom with the Speedways tyres. To know valuable suggestions from the customer.

Research Methodology
Research is a scientific and systematic search for pertinent information on a specific topic. The study was descriptive in nature. Universe: Customers of Speedways tyres in India & Abroad. Sample Unit: Customers of DeeCee tyre showroom in Jalandhar. Sample Size: 50 respondents

Research Methodology
Type of data: Primary Data Source of data collection: Questionnaire Limitations:
Due to time and cost small sample size selected as compared to number of customers. Due to respondents busy schedule interest shown is less.

Data Analysis & Interpretation


The following figure shows the factors which motivated the customer to purchase the SPEEDWAYS TYRES
0.35 0.3 0.25 0.2 0.15 0.1 0.05 0 0 16% 19% 21% 13% 31% Series2 Series1

C TO R S Fr ie B nd ra s nd Im A dv ag er e t is em en t R el at S iv el f- d es ec is io n

FA

Data Analysis & Interpretation


The following figure shows the level of satisfaction of customer need/purpose of purchasing SPEEDWAYS TYRES

Data Analysis & Interpretation


As compare to other tyres the SPEEDWAYS TYRES are rated as below on basis of PRICE OF TYRES

16 14 12

10
8 6 4 2 0 Strongly Satisfied Strongly Satisfied Strongly Satisfied Strongly Satisfied Series1

Data Analysis & Interpretation


As compare to other tyres the SPEEDWAYS TYRES are rated as below on basis of QUALITY OF TYRES
Strongly Satisfied Not Satisfied 8% 16% 46% Satisfied Fully Not Satisfied

30%

Data Analysis & Interpretation


As compare to other tyres the SPEEDWAYS TYRES are rated as below on basis of DURABILITY OF TYRES
25

20
15 10

Series1

5
0 Strongly Satisfied Not Fully Not Satisfied Satisfied Satisfied

Data Analysis & Interpretation


As compare to other tyres the SPEEDWAYS TYRES are rated as below on basis of PERFORMANCE OF TYRES
25

20

15 Series1 10

Strongly Satisfied

Satisfied

Not Satisfied

Fully Not Satisfied

Data Analysis & Interpretation


As compare to other tyres the SPEEDWAYS TYRES are rated as below on basis of MILEAGE OF TYRES

14% 30%

8%
48%

Strongly Satisfied Satisfied Not Satisfied Fully Not Satisfied

Data Analysis & Interpretation


The following figure shows the customer opinion about SPEEDWAYS TYRES
100% 100% 90% 80% 70% 60% 50% 42% 28% 17% 13% Fully Not Satisfied Total 40% 30% 20% 10% 0% Fully Satisfied Satisfied Not satisfied

Data Analysis & Interpretation


The following figure shows the behavior of the showroom people while taking quotations or purchasing the SPEEDWAYS TYRES
120% 100% 80% 60% 40% 20% 9% 0% Very Friendly Friendly Not friendly Dont know Total 44% 34% 13% 100%

Data Analysis & Interpretation


The following figure shows the customers opinion about service charges in show room.
120% 100% 80% 60% 40% 20% 0% 30% 16% 12% 42% Series1 100%

tly os C

le

na b

os t

ab

on

so

ea s

ea

er y

er y

To

ta l

le

ly

Data Analysis & Interpretation


The following figure shows why customer prefers SPEEDWAYS TYRES

Data Analysis & Interpretation


The following figure shows the problems faced by customers while purchasing SPEEDWAYS TYRES

16% 14%

26%

Lack of information Non cooperation of showroom people Delay

44%

No problem

Findings of the Study


31% of customers have purchased on there own decision. Majority of customers means 45% are satisfied with the fulfillment of their need/purpose. Only 30% of customers are fully satisfied with price of the tyres. About 45% of customers are fully satisfied with the quality. About 45% of customers are satisfied with durability of tyres.

Findings of the Study


About 42% of customers are fully satisfied with the performance of the tyres. The customers are having a very good opinion about the SPEEDWAYS TYRES about 28% are strongly satisfied with its performance. 44% of customers are saying staff at showroom is friendly. 44% customers say about non-cooperation of showroom people. Majority of customers are fully satisfied with the SPEEDWAYS TYRES.

Conclusion
The customer need and purpose is satisfied by the company. The only problem is with the service given by the showroom to the customers. It is a brand running in the market and there is high demand and satisfaction level.

Recommendations to the Study


The company must reduce the price of their products. Showroom must recruit well qualified and skilled labour. Showroom employees should maintain healthy and friendly relation with customers.

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