“A COMPARITIVE STUDY ON DEALER SATISFACTION ON SERVICES

PROVIDED BY FUEL INJECTOR COMPANIES”.

BY
VINOD.G
Reg. No. 31708631120
OF
DEPARTMENT OF MANAGEMENT STUDIES

ST.JOSEPH’S COLLEGE OF ENGINEERING

Accredited by NBA (ISO 9001:2001 Certified institution)
Approved by AICTE New Delhi & Affiliated to Anna University
, Chennai- 600 119.

A PROJECT REPORT
Submitted to the

FACULTY OF MANAGEMENT STUDIES

In partial fulfillment of the requirements
For the award of the degree
Of
MASTER OF BUSINESS ADMINISTRATION
IN
FINANCE & MARKETING

ANNA UNIVERSITY
SEPTEMBER- 2009

1
 ST .JOSEPH’S COLLEGE OF ENGINEERING
JEPPIAR EDUCATIONAL TRUST
JEPPIAR NAGAR, RAJIV GANDHI ROAD, CHENNAI – 119
(Affiliated to Anna University)

BONAFIDE CERTIFICATE

Certified that the project report on “A COMPARITIVE STUDY ON DEALER

SATISFACTION ON SERVICES PROVIDED BY FUEL INJECTOR
COMPANIES” is the bonafide work of VINOD.G who carried out the project
work under my supervision. Certified further that to the best of my knowledge the
reported herein does not form part of any other project report or dissertation on the
basis of which a degree or award was conferred on an earlier occasion on this or
any other candidate.

Dr.R.Radjamanogari Dr. Jayashree Krishnan,

M.B.A.,Ph.D B.Sc., M.B.A., Ph.D
INTERNAL GUIDE HEAD OF THE DEPARTMENT
Dept of Management studies Dept of Management studies
St.Joseph’s College of Engg St.Joseph’s College of Engg
Rajiv Gandhi Road, Rajiv Gandhi Road,
Chennai – 600 119. Chennai – 600 119

2
 DECLARATION

I, VINOD.G, student of DEPARTMENT OF MANAGEMENT STUDIES,

ST.JOSEPH’S COLLEGE OF ENGINEERING, CHENNAI would like to declare
that the project titled “A COMPARITIVE STUDY ON DEALER SATISFACTION
ON SERVICES PROVIDED BY FUEL INJECTOR COMPANIES” done at
Delphi-TVS Diesel systems Ltd., Chennai, Tamil Nadu for the partial fulfillment
of M.B.A course of ANNA UNIVERSITY is my original work.

Place:
Date:
(VINOD.G)

3
 ABSTRACT

The project work was undertaken in Delphi-TVS diesel system limited,

located in Mannur, Chennai. The topic was “A COMPARITIVE STUDY ON
DEALER SATISFACTION ON SERVICES PROVIDED BY FUEL INJECTOR
COMPANIES”. In this study a comparative analysis of FIE companies is
performed by the satisfaction level of different automobile service dealers such as
FORD, TATA, FIAT, and MAHINDRA & RENAULT considering certain
aspects. This comparative analysis was performed for the following FIE
companies, Delphi-TVS, BOSCH, SIEMENS and DENSO LIMTED.

The research was done on the basis of Primary data collected from the
different automobile service dealers .Primary data were taken for the Analysis, for
the duration of 15days. Technical tools were applied on the satisfaction level of
automobile service on different variables in order to determine the effectiveness of
four FIE manufacturing companies.
The technical tools used were, FREQUENCY TABLE, KRUSKAL-
WALLIS TEST, ONE-WAY ANOVA and POST-HOC TEST.

4
 ACKNOWLEDGEMENT

At the outset, I thank God for granting me the opportunity to complete my project.
I would like to express my gratitude and extent my best wishes to all people who guided ,
inspired and motivated me during this project

I would like to express my sincere thanks to our beloved chairman Thiru. Dr.
JEPPIAR, M.A., B.L., Ph.D., for his sincere endeavor in educating us in his premier
institution and our Director. Dr. Babu Manoharan M.A., M.B.A., Ph.D., who was
responsible to molding our things to complete this project.

I would also like to express my thanks to our Principal Dr. Jolly Abraham,
M.E., Ph.D., and the head of department Dr. Jayashree Krishnan B.Sc., M.B.A, Ph.D.,
for their guidance and advice all through our tenure.

I would like to express my deep gratitude to my guide

Dr.R.Radjamanogari M.B.A, Ph.D., for her guidance and motivation.

I am thankful to DELPHI-TVS, Mannur for providing me an opportunity to

undergo training.

My sincere gratitude to Mr. Sandeep Srivatsava, AGM, Marketing, of Delphi-

TVS without whose motivation and encouragement this report would not have been
possible.

My sincere thanks to Mr.Vijay Maran, Officer, Marketing of Delphi-TVS for

providing constant help during the period of training.

I gratefully remember all the members who helped me in one way or other,
directly or indirectly and I pray to god for their happiness.

5
Sr Page
TOPIC
No No.
Abstract I
Acknowledgement II

1 INTRODUCTION
1.1 Company Profile 9

1.2 Need for the study 18

1.3 Scope of the study 18

1.4 Objective of the study 19

1.5 Limitations of the study 19

2 REVIEW OF LITERATURE 20

3 RESEARCH METHODOLOGY 23

4 26
ANALYSIS AND INTERPRETATION

62
5 FINDINGS, SUGGESTIONS & CONCLUSION

63
6 BIBLIOGRAPHY

7 APPENDIX

6
 CHAPTER I
1. INTRODUCTION

Fuel injection is a system for mixing fuel with air in an internal combustion engine. It
has become the primary fuel delivery system used in gasoline automotive engines, having
almost completely replaced carburettors in the late 1980s.

Marketing is essentially about marshalling the resources of an organization so that they

meet the changing needs of customers on whom the organization depends. As a verb,
marketing is all about how an organization addresses its markets.

Marketing is “The management process which identifies anticipates and supplies

customer requirements efficiently and profitably”.

“Marketing is a total system of interesting business activities defined to Plan, piece,

promote and distribution want satisfying products & services to present and potential
consumers”
- William. J. Stantion

“Marketing is the performance of business activities that direct the follow of goods and
services from the producer to the consumer or user”

- American Marketing Association

A social and managerial process, by which individuals and groups obtain what they need
and want, through creating and exchanging product and value with others. Customer
satisfaction begins with a difficult faith; it starts with a commitment to deliver the result
for each customer which is also a concern of the dealers. Hence for a manufacturing
company, in order to satisfy its customers, it is highly important to satisfy its dealers, as
they are the direct customers to them. Establishing satisfaction as the ultimate goal is like
the other ultimate goals of business pursuit of higher profits or shareholders wealth.

7
Perfect dealer service or satisfaction is one that meets the combined need satisfaction is a
systemized service that involves the entire organization. But many organizations have yet
to develop this kind of awareness of dealer satisfaction strategy. Dealer Satisfaction
begins with the following specific assumptions about company’s relationship with the
customers.

1. The dealer service activities focus mainly on existing dealers.

2. Some dealers are more important than others
3. They are the assets.
4. The dealer is always specific.

The dealer needs and value should influence every aspect of the organization strategy,
employee safety and performance, product and organization strategy, employee safety
and performance, product and service development, sales and marketing programs,
operational procedures and information and measurement system.Understanding the
dealer is critical to the success of any customer focus initiative, the first step in
understanding the dealers is to listen to them. A company needs to hear what its dealers
are saying about its people, product service and vision. Their information helps to
develop meaningful product and service.

Organizations need to listen to their dealer satisfied, dissatisfied neutral and prospective.
As one company executive said, “talking to a satisfied customer is talking to myself”.
In the past, dealer satisfaction and service was the responsibility of a separate
organization that supported the dealer primarily after the sale. Today, service is also
likely to be interested with the every product accompany offers. High dealer satisfaction
comes from providing effective services. But giving that service is a continuous activity.
It means being efficient, reliable, courteous, curing and professional every time.

8
 1.1. Company Profile

Delphi TVS

Delphi-TVS is a joint venture between Delphi Corporation, USA and T.V. Sundaram
Iyengar & Sons, India manufacturing Diesel Fuel Injection Equipment for Cars, Sports
Utility and Multi Utility Vehicles, Light Commercial Vehicles, Tractors, Single & Two
Cylinder engines. Delphi is the largest automotive supplier in the world and TVS is the
largest automotive systems supplier in India. The company has a track record of sustained
growth since it was set up. Delphi-TVS have obtained ISO/TS 16949 and ISO 14000
certifications. The company has been honored by the ACMA Gold Award for
Manufacturing Excellence, ACMA Technology Award, Manufacturing Excellence Gold
Award from Frost & Sullivan and Delphi Asia Pacific Environmental Excellence Award.
Delphi-TVS have also won the JIPM TPM Excellence Award (First Category).

Delphi-TVS has invested extensively on facilities, which include engine test cells,
emissions test equipment, endurance test rigs, pump calibrating rigs and CAD systems to
develop products and applications to meet the ever increasing demands of customer
requirement.

Vision & culture

To be recognized by the customers as their best supplier of Diesel Fuel injection Systems.
Striving for excellence and exceeding customer’s expectations.Our customers and
community have recognized Delphi India's commitment to improvement, quality, health
and safety, and the environment. We are proud to have received the following awards:

9
Achivements:

• 2008
o "2008 Cost Effectiveness Award" from Tata Motors for supplying high-
quality and cost-effective electronics and safety products for the Tata
Nano platform
o "Overall Performance Award" from Maruti Suzuki
• 2007
o "Haryana State Safety & Welfare Award, 2006" with first prize for
"Longest Accident Free Period" in the small scale industries category
• 2006
o Award for "0" PPM (parts per million) Quality Performance from Nissan
o Quality Certificate from Toyota
• 2005
o Achievement Award for Quality and Delivery from Honda Scooters and
Motorcycles India (HSMI)
• 2004
o Health & Safety Leadership Award for completing eight years without a
Lost Work Day/Recordable from the National Safety Council

10
Some Clients of Delphi-TVs

11
Some of their Products

Light Duty common Rail Diesel common Rail

Medium Duty common Rail Twin CYL UPCR

SINGLE CYL UPC TVS-053

12
 Vehicle and Product Application

The following are some of the Products offered by the company and their corresponding
applications in various vehicles.

VEHICLE PRODUCT APPLICATION

Heavy Duty Medium duty Rail System(MDCR)

Car/MUV’s/SUV’s Light Duty Common Rail(LDCR), Rotary DPCN

Electronic

Small/LTV Unit Pump Common Rail System, Mechanical unit Pump

Tractors Rotary DP 210, Rotary STP -2

13
BOSCH
COMPANY PROFILE

As the world's leading manufacturer of diesel injection systems, Bosch has available the
perfect system for every customer and every application.

Fuel Injection Equipment often referred to as the heart of the engine, plays a major role in
its performance, emission and reliability. Fuel Injection Equipment plays a critical
function of injecting a metered quantity of fuel, at a predetermined time and in a
predetermined fashion. For a given engine, the requirements vary with speed, load and
operating conditions. The requirements also vary from engine to engine. With technical
developments made in both in the engine and fuel injection equipment over the last few
years, diesel vehicles have changed their image from being sluggish and noisy to a more
sporty, cleaner and comfortable one.

Diesel Fuel Injection Equipment (FIE) has been the core business of Bosch Ltd., right
from its inception in 1951. Today Bosch Ltd.continues to be a supplier of FIE to a
majority of Original Equipment Manufactures (OEMs) with a market share of over
81%. Bosch Ltd. has also earned a place for itself, in the Bosch world, where it has been
identified as Center of Competence for Single Cylinder pumps, Multi-Cylinder Inline
('A' and ‘P” type) and Distributor pumps (Mechanical and Electronic type). In addition to
the range of mechanical pumps, Bosch Ltd. with the support of Bosch has introduced
Electronic Diesel Control (EDC) systems such as Distributor pumps (Electronic type) and
Common Rail Systems (CRS) in India.

14
6.2.2 Some Clients of Bosch

SIEMENS INDIA

COMPANY PROFILE

The Siemens Group in India is a unique player in the field of electrical and electronics
engineering. We have the capability to integrate diverse products, systems and services
into turnkey solutions across the life- cycle of a project. Innovation is our strength. But
it’s not the only one. Our customers also know that they can rely on us to execute quality
projects, while delivering value.

In all areas of our operation, we provide the complete range of offerings. In the Energy
sector, our expertise ranges from power plants to turbines and in the Industry sector, we
build airports, as well as produce contactors. In Transportation, we deliver complete
high-speed trains, right down to safety relays, whereas in Lighting, we illuminate large
stadiums and also manufacture small light bulbs. In Healthcare, we execute complete
solutions for hospitals, as also provide “in- the canal” hearing aids. And, the thread that
connects all our businesses is Information technology.

We have a wide presence across the country, where our operations include 17
manufacturing plants and an extensive network of Sales and Service offices. We are also
part of a vast global network of 475,000 people, operating in over 190 countries, which
serves to enhance our standing.

Drive Technologies (DT)

Siemens Drive Technologies has been enhancing customer productivity and efficiency in
industries ranging from aerospace, automobiles, and oil and gas to plastics, packaging,
logistics and material handling. The division offers complete electrical and mechanical
technologies and components including standard and large drives applications covering
the entire drive train.

15
Drives Technology

Factory and Process Automation

Low Voltage Switchgear and Motor

Manufacturing Execution Systems

Products and Systems for Industry

Products for Building and Infrastructure

Windmill Generators

Services, Maintenance and Support

Training

DENSO
COMPANY PROFILE

DENSO, as one of the leading global suppliers of advanced technology, systems and
components, serves most the world's major car makers. Our diverse product line includes
car air conditioning and heating systems, electrical automotive and electronic control
products, fuel management systems, radiators, instrument panel clusters, filters, robotics,
telecommunication products and information processing devices.

DENSO has accumulated more than 50 years of experience in the automotive industry
and in this span of time, established 115 international companies in 31 countries with
approximate total staff strength of 95,000 associates (worldwide). Within the Asia-Pacific
region, there are 45 companies in 12 countries with 32,800 associates.

Working to become a Corporation with a broader social presence, DENSO does not stop
at technology innovations that make the automobile more environmentally friendly, safer
and pleasant to drive, but is also venturing into areas that will help foster and enhance our
social connections with people.

16
We are extending our technological know-how of robots development in the hope of
creating a more environment-friendly workplace. DENSO is also expanding into the
world of personal communication by forming R&D tie-ups with some of the world's
largest companies to translate our technology of car electronics into world-class IT
products.

As our business expands, we become more aware of the impact that our operations have
on the environment. As such, we are working harder to achieve harmony with economic
prosperity and environmental protection by planning to reduce waste, emissions and air
and water pollution even before production begins. In order to achieve this, we, at
DENSO, monitor the chemicals used in our operations and in particular, commit itself to
the ongoing development of alternatives to lead.

It is, thus, our hope that through our technological innovations and dedication to making
the world a more pleasant place to live in, we will succeed in developing the automotive
industry into one of the largest industries in the 21st century in the region.

GLOBAL MISSION

Contributing to a better world by creating value together with a vision for the future.

COMPANY VISION

To Maximize DENSO's growth and management efficiency throughout Asia with

foresight, expertise, planning and action.

CUSTOMERS

To gain customer's trust through our innovative solution and service, and by synergizing
function, production and sales.

17
 1.2. NEED OF THE STUDY
As there are a number of dealers dealing with Fuel Injection Products, the study was
conducted to know the automobile service dealers satisfaction towards Delphi-TVS and
their competitors. This in turn enables the company to enhance its stringent
competitiveness in the auto parts market.

1.3. OBJECTIVES

1. To carry out a comparative analysis of fuel injector companies according to the

satisfaction level of automotive service dealers.
2. To find the factors influencing the dealers to deal with FIE Products and their
respective manufacturing companies.
3. To identity the dealers’ suggestions with respect to FIE.

1.4. SCOPE OF THE STUDY

1. The project is focused on the selected dealers in Chennai city.

2. The data collection is carried out in Chennai for a period of 10 days.
3. The project focuses on the quality, reliability, reponse time, support, satisfaction level
and price level of the FIE products and their respective manufacturers.
4. The study enables to know the expectation of the dealers and consequently the
customers.
5. The project highlights the scope for future improvements on the basis of present scale.

18
 1.5. LIMITATIONS OF THE STUDY

1) Since the survey was done only in Chennai the result obtained may not be taken as
universal suggestion.
2) Quality of the information highly dependent on the knowledge of the respondents.
3) Concern person of in charge of the service centre may change, so that their assessment
of the product and the relationship with the company officials could not be adequate.

Vs. Vs vs

19
 CHAPTER II

2. REVIEW OF LITERATURE

2.1 RESEARCH ANALYSIS: Review of fuel injection systems - Dr Sebastian

Schilling 29 June 2009 | Source: just-auto.com editorial team

Fuel injection systems squirt atomised fuel into the cylinders of an internal combustion
engine. They use a series of single- or multi-hole nozzle injectors to spray fuel into the
combustion chamber.

Dr Sebastian Schilling, Engineering Director Europe, Gasoline EMS & Powertrain

Products, Delphi Powertrain Systems based in Bascharage, Luxembourg, believes
regulations that impact powertrain for the foreseeable future are already making an
increased penetration of GDI an imperative. "As consumers recognise the benefits of
the new generation of boosted gasoline engines, there will be an increased customer
pull for these powertrains. Furthermore, as the technology matures and volumes
increase, the enhanced value proposition will further improve penetration for downsized,
boosted GDI engines when compared with the alternatives."

Since its acquisition of Siemens VDO Automotive in July 2007, Continental has become
a major player in fuel injection systems market. Continental's Engine Systems business
unit offers electronically controlled injection systems for gasoline and diesel engines.
"We see more and more GDI engines in the development phase in Europe with a
tendency towards smaller engines," company executives told just-auto. "Despite some
applications with piezo injector and stratified charge, the main trend seems to be
stronger downsizing with GDI and turbocharging, for the time being with homogeneous
combustion."

20
Schilling adds that we could see more combinations of turbocharging and direct fuel
injection in the next few years. He said: "GDI together with boosting enables gasoline
engines to have the low-end torque and driving performance that customers love. When
coupled with good NVH [noise, vibration and harshness], the engine's performance
should make gasoline engines very competitive with diesels from a customer's
perspective."

2.2 Global market review of fuel injection systems – forecasts to 2016

Published August 2009

In India and China, Bosch expects to see growth in common-rail systems. At present, just
one-fifth of the company’s total production of high-pressure injection systems is for the
markets in Asia and the Americas, but by 2015 this figure will be nearly 50%. The
driving force behind this development is emission standards that can only be fulfilled
with high-pressure injection systems.

Continental: "We think that, in the future, we will see more engines in the US with a
combination of turbocharging and direct injection to implement the downsizing
technology."

Delphi: "GDi will be its own success story in combination with turbocharging and similar
technologies that diesel engines undertook. Combining fun-to-drive with excellent fuel
economy is the path for the future. I look for all other gasoline technologies to be add-ons
to this basic configuration."

In this, the fifth edition of this report, just-auto reviews the key market drivers for fuel-
injection systems, and updates the market analysis.

21
2.3 GERMANY: Expansion of Bosch aftermarket, diagnostics 14 March 2008 |

Source: just-auto.com editorial team

A new acquisition will allow Bosch to strengthen its automotive aftermarket division, and
further expand the workshop equipment business of its diagnostics business unit.The
group is acquiring the operating assets of Accu Industries in Ashland, Virginia. The deal
is expected to close before the end of April but the price had not been disclosed. Accu
Industries employs 45 and generated sales of roughly $US16m (EUR11.7m) in 2007. The
company sells tyre changers, wheel balancers, and wheel alignment equipment.

"Above all, we want to improve the distribution and service offered by our Bosch
Diagnostics business unit in North America. In this market, Accu Industries is well
established in the aftersales segment, and is therefore a logical extension to the business
we already have in the US," said spokesman Hans-Peter Meyen.

Accu Industries will become part of the existing diagnostics business in the US and its
president, Tommy Saunders, will remain in a senior management position. Accu
Industries will assume responsibility for wheel and tyre service in the US, in the area of
both sales and technical support. Its assembly activities will be added to the global
production networkof Bosch Diagnostics.

22
 CHAPTER III

3. RESEARCH METHODOLOGY
Research methodology describes how the research study was undertaken. This includes
the specifications of research design, source of data, method of data collection, the
sampling method and the tools used.

3.1 GEOGRAPHICAL AREA

The study is conducted in Chennai City.

3.2 PERIOD OF COVERAGE

The duration of project work is about 15 days

3.3 RESEARCH DESIGN

The research design used in this project by the researcher is the descriptive research
design.

Descriptive research design

 Determining the relationship between two are more variables.

 It is well structured.
 It is more economical, we can gather more information.
 Problems can be found after the questionnaire preparation.
 It needs less time.

3.4 SAMPLE DESIGN

Population
Population for this research is set of automobile service dealers those who are dealing
with FIE Products in Chennai City.

23
Sample units

The sampling units used by the researcher for this research, are those who are dealing FIE
Products.

Sample size

The number of samples collected by the researcher is 15 dealers.

Sampling procedure / Sampling method

The sampling method used for this study is non-profitability convenience sampling,
which is selected according to the easy and convenience of the researcher.

3.5 METHOD OF DATA COLLECTION

Primary data

The researcher collected both by direct survey from the Service dealer through
questionnaire.The researcher used structured non-disguised questionnaire.

Secondary data

Here the researcher collected secondary data from the company profile, industry profile
and official web sites.

3.6 RESEARCH INSTRUMENT

Research instrument used for data collecting is by using questionnaire.

Questionnaire

The questionnaire is prepared in a well-structured and non disguised form so that it is

easily understandable and answerable by everyone. The type of questions include in the
questionnaire are open-ended questions, multiple choice questions and dichotomous
questions.

24
3.7 STASTICAL TOOLS USED FOR ANALYSIS

The researcher carries out analysis through various statistical tools. The statistical
analysis is useful for drawing inference from the collected information.
 Frequency table.
 Kruskal-wallis test.
 One way - ANOVA Test.
 Post – HOC test.

25
 CHAPTER IV

4. ANALYSIS AND INTREPRETATION

4.1 FREQUENCY TABLE

The following section consists of the frequency table for the variables under
study for comparative analysis of four FIE companies:

Table 4.1.1

The below table signifies the level of satisfaction among the four FIE companies on the
support offered by them.

Company
Delphi
Bosch Siemens Denso
TVS
How is the support from the
following company regarding
N % N % N % N %
FIE?

Fully satisfied 3 20.0 2 13.3 2 13.3 1 6.7

Satisfied 4 26.7 4 26.7 4 26.7 2 13.3

Neither satisfied nor
5 33.3 5 33.3 5 33.3 6 40.0
dissatisfied
Dissatisfied 2 13.3 4 26.7 3 20.0 3 20.0

Fully dissatisfied 1 6.7 0 .0 1 6.7 3 20.0

Total 15 100.0 15 100.0 15 100.0 15 100.0

26
 FIGURE 4.1.1

INFERENCE

From the above given analysis regarding the support from the four companies, the
satisfaction level of bosch is comparatively higher than the remaining FIE companies i.e
46.7% and Denso is least satisfied with 20% than other FIE companies.

27
 Table 4.1.2

The below table signifies the level of satisfaction among the four FIE companies on the
response from them regarding the spare parts.

Company

Delphi
Bosch Siemens Denso
TVS

How is the response from the companies regarding

N % N % N % N %
spare parts?

Fully satisfied 1 6.7 1 6.7 3 20.0 3 20.0

Satisfied 8 53.3 4 26.7 3 20.0 4 26.7

Neither satisfied nor dissatisfied 4 26.7 5 33.3 3 20.0 4 26.7

Dissatisfied 1 6.7 3 20.0 5 33.3 3 20.0

Fully dissatisfied 1 6.7 2 13.3 1 6.7 1 6.7

Total 15 100.0 15 100.0 15 100.0 15 100.0

FIGURE 4.1.2

28
INFERENCE

From the above given analysis regarding the response from the companies about spare
parts from the four companies, the satisfaction level of bosch is comparatively higher
than the remaining FIE companies i.e 60% and Delphi TVS is least satisfied with 33.4%
than other FIE companies.

29
 TABLE - 4.1.3

The below table signifies the level of satisfaction among the four FIE companies on the
satisfaction of the service provider.

Company

Delphi
Bosch Siemens Denso
TVS

Rate the FIE according to your satisfaction level as a

N % N % N % N %
service provider?

Fully satisfied 4 26.7 2 13.3 0 .0 0 .0

Satisfied 3 20.0 5 33.3 4 26.7 2 13.3

Neither satisfied nor dissatisfied 2 13.3 5 33.3 5 33.3 5 33.3

Dissatisfied 4 26.7 3 20.0 3 20.0 4 26.7

Fully dissatisfied 2 13.3 0 .0 3 20.0 4 26.7

Total 15 100.0 15 100.0 15 100.0 15 100.0

Figure - 4.1.3

30
INFERENCE

From the above given analysis regarding rating the FIE according to the satisfaction level
as a service provider from the four companies, the satisfaction level of bosch is
comparatively higher than the remaining FIE companies i.e 46.7% and Denso is least
satisfied with 13.3% than other FIE companies.

Table - 4.1.4

31
 The below table signifies the level of satisfaction among the four FIE companies on the
response from them regarding the price level.

Company

Delphi
Bosch Siemens Denso
TVS

Rate the price level of the FIE according to following

N % N % N % N %
companies?

Satisfied 2 13.3 1 6.7 0 .0 1 6.7

Neither satisfied nor dissatisfied 5 33.3 5 33.3 4 26.7 3 20.0

Dissatisfied 4 26.7 6 40.0 7 46.7 6 40.0

Fully dissatisfied 4 26.7 3 20.0 4 26.7 5 33.3

Total 15 100.0 15 100.0 15 100.0 15 100.0

FIGURE – 4.1.4

32
INFERENCE

From the above given analysis regarding rating the FIE according to the satisfaction level
as a service provider from the four companies, the satisfaction level of bosch is
comparatively higher than the remaining FIE companies i.e 46.6% and Siemens and
Denso is least satisfied with 26.7% than other FIE companies.

Table - 4.1.5

33
 The below table signifies the level of satisfaction among the four FIE companies on the
response from them regarding the clarity of contact person to be contacted in the above
companies.

Company

Delphi
Bosch Siemens Denso
TVS

Is it very clear with problems in FIE who you need to

N % N % N % N %
contact in the following companies?

Fully satisfied 4 26.7 3 20.0 1 6.7 6 40.0

Satisfied 3 20.0 4 26.7 6 40.0 4 26.7

Neither satisfied nor dissatisfied 4 26.7 5 33.3 6 40.0 3 20.0

Dissatisfied 2 13.3 2 13.3 2 13.3 2 13.3

Fully dissatisfied 2 13.3 1 6.7 0 .0 0 .0

Total 15 100.0 15 100.0 15 100.0 15 100.0

Figure - 4.1.5

34
INFERENCE

From the above given analysis regarding rating the FIE according to the satisfaction level
as a service provider from the four companies, the satisfaction level of bosch is
comparatively higher than the remaining FIE companies i.e 46.7% and Denso is least
satisfied with 13.3% than other FIE companies.

Table - 4.1.6

The below table signifies the level of satisfaction among the four FIE companies on the
response from them regarding the time taken by the suppliers in providing the spare parts.

35
 Company

Delphi
Bosch Siemens Denso
TVS

Time taken by the suppliers in providing the spare

N % N % N % N %
parts?

Fully satisfied 1 6.7 0 .0 0 .0 0 .0

Satisfied 3 20.0 2 13.3 3 20.0 3 20.0

Neither satisfied nor dissatisfied 3 20.0 8 53.3 3 20.0 8 53.3

Dissatisfied 5 33.3 2 13.3 8 53.3 2 13.3

Fully dissatisfied 3 20.0 3 20.0 1 6.7 2 13.3

Total 15 100.0 15 100.0 15 100.0 15 100.0

Figure - 4.1.6

36
INFERENCE

From the above analysis according to the FIE companies the time taken by the companies
in providing the spare parts, Delphi-TVS and Denso tends to contain higher satisfaction
and neither satisfied nor dissatisfied with a rate of 13.3% and 53.3%.

Table - 4.1.7

37
 The above table signifies the level of satisfaction among the four FIE companies on the
response from them regarding the time taken to complete FIE repair.

Company

Bosch Delphi TVS Siemens Denso

Time taken for the completion of FIE Repair? N % N % N % N %

Fully satisfied 4 26.7 2 13.3 1 6.7 0 .0

Satisfied 3 20.0 4 26.7 5 33.3 4 26.7

Neither satisfied nor dissatisfied 2 13.3 5 33.3 4 26.7 5 33.3

Dissatisfied 4 26.7 3 20.0 3 20.0 2 13.3

Fully dissatisfied 2 13.3 1 6.7 2 13.3 4 26.7

Total 15 100.0 15 100.0 15 100.0 15 100.0

Figure - 4.1.7

38
INFERENCE

From the above analysis Delphi TVS is highly satisfied with 47% and
Denso is least satisfied with 26.7% in terms of time taken for the completion of FIE
Repair from four FIE companies.

TABLE – 4.1.8

The below table signifies the level of satisfaction among the four FIE companies on the
response from them regarding the performance level of FIE .

39
 Company

Bosch Delphi TVS Siemens Denso

How is the performance level of FIE's? N % N % N % N %

Fully satisfied 3 20.0 3 20.0 1 6.7 1 6.7

Satisfied 5 33.3 3 20.0 3 20.0 3 20.0

Neither satisfied nor dissatisfied 5 33.3 5 33.3 6 40.0 5 33.3

Dissatisfied 2 13.3 4 26.7 3 20.0 3 20.0

Fully dissatisfied 0 .0 0 .0 2 13.3 3 20.0

Total 15 100.0 15 100.0 15 100.0 15 100.0

40
 Figure - 4.1.8

INFERENCE:

From this analysis we can infer that both Bosch and Delphi-TVS
products prove to perform to the satisfaction level of service provider at the rate of 53.3%
and 40%.

41
 Table - 4.1.9

The below table signifies the level of satisfaction among the four FIE companies on the
response from them regarding the reliability of FIE product .

Company

Delphi
Bosch Siemens Denso
TVS

How reliable is the FIE product according to the

N % N % N % N %
following companies?

Fully satisfied 1 6.7 3 20.0 4 26.7 1 6.7

Satisfied 2 13.3 4 26.7 5 33.3 3 20.0
Neither satisfied nor dissatisfied 6 40.0 4 26.7 4 26.7 4 26.7
Dissatisfied 2 13.3 3 20.0 2 13.3 6 40.0
Fully dissatisfied 4 26.7 1 6.7 0 .0 1 6.7
Total 15 100.0 15 100.0 15 100.0 15 100.0

42
 Figure - 4.1.9

INFERENCE:

From this analysis we can infer that the reliability of both SIEMENS and
Delphi-TVS product tend to be more satisfactory to the service provider at the rate of
60% and 46.7% and Bosch product tend to less reliable with a rate of 20%.

43
 Table - 4.1.10

The below table signifies the level of satisfaction among the four FIE companies on the
response from them regarding the quality of FIE .

Company

Delphi
Bosch Siemens Denso
TVS

Rate the quality of the FIE products according

N % N % N % N %
to the following companies?

Fully satisfied 2 13.3 1 6.7 5 33.3 3 20.0

Satisfied 5 33.3 4 26.7 2 13.3 4 26.7

Neither satisfied nor dissatisfied 4 26.7 9 60.0 4 26.7 3 20.0

Dissatisfied 3 20.0 1 6.7 2 13.3 3 20.0

Fully dissatisfied 1 6.7 0 .0 2 13.3 2 13.3

Total 15 100.0 15 100.0 15 100.0 15 100.0

44
 Figure - 4.1.10

INFERENCE:

From this analysis we can infer that the quality of the Denso product
prove to be more satisfactory accordingly at the rate of 46.7%.

45
 TABLE – 4.1.11

The below table signifies the level of satisfaction among the four FIE companies on the
response from them regarding the advertising effort.

Company

Delphi
Bosch Siemens Denso
TVS

Rate the advertising effort taken by the companies

N % N % N % N %
to promote their product?

Fully dissatisfied 15 100.0 15 100.0 15 100.0 15 100.0

Total 15 100.0 15 100.0 15 100.0 15 100.0

46
 Figure - 4.1.11

INFERENCE:
From this analysis we can infer that all the
companies tend to be unsatisfactory among the advertisement
effort taken by them, and the rate of the dissatisfactory level is
100%

Table - 4.1.12

The below table signifies the level of problem faced by the service provider among the
service offered by the FIE companies.

47
 Company

Delphi
Bosch Siemens Denso
TVS

Do you face any problem with the product as a

N % N % N % N %
service provider? (Yes/no)

No 5 33.3 9 60.0 5 33.3 4 26.7

Yes 10 66.7 6 40.0 10 66.7 11 73.3

Total 15 100.0 15 100.0 15 100.0 15 100.0

48
 Figure - 4.1.12

INFERENCE:

From this analysis we can infer that more problems occur in

the FIE product manufactured by the companies, Denso product is higher at
the rate of 73.3% and Delphi-TVS s the lowest at the rate of 40%.

49
 TABLE – 4.1.13

The below table signifies the level of issues faced by the service provider during the
warranty period of the FIE products of the four companies.

Company

Bosch Delphi TVS Siemens Denso

issue warr N % N % N % N %

No 6 40.0 6 40.0 8 53.3 7 46.7

Yes 9 60.0 9 60.0 7 46.7 8 53.3

Total 15 100.0 15 100.0 15 100.0 15 100.0

Figure - 4.1.13

50
INFERENCE:

From this analysis we can infer that Problems occurring during the
warranty period of FIE is higher in the rate of Bosch and Delphi-TVS is 60% and
Siemens at the rate of 46.7%.

51
 TABLE – 4.1.14

The below table signifies the level of issues faced by the service provider after the
warranty period of the FIE products of the four companies.

Company

Bosch Delphi TVS Siemens Denso

issue no war N % N % N % N %

No 6 40.0 6 40.0 7 46.7 3 20.0

Yes 9 60.0 9 60.0 8 53.3 12 80.0

Total 15 100.0 15 100.0 15 100.0 15 100.0

Figure - 4.1.14

52
INFERENCE:

From this analysis we can infer that problem occurred after the warranty
period of the FIE product is much higher in the Denso with a rate of 80%.

Table - 4.1.15

NPar Tests

Kruskal-Wallis Test

53
 Test Statistics(a,b)

Chi- Asymp.
df
Square Sig.
How is the support from the following company regarding
3.296 3 .348
FIE?
How is the response from the companies regarding spare
1.932 3 .587
parts?
Rate the FIE according to your satisfaction level as a
6.773 3 .079
service provider?
Rate the price level of the FIE according to following
1.576 3 .665
companies?
Is it very clear with problems in FIE who you need to
2.657 3 .448
contact in the following companies?
Time taken by the suppliers in providing the spare parts? .959 3 .811
Time taken for the completion of FIE Repair? 2.022 3 .568
How is the performance level of FIE's? 5.008 3 .171
How reliable is the FIE product according to the following
7.908 3 .048
companies?
Rate the quality of the FIE products according to the
.218 3 .975
following companies?
Rate the advertising effort taken by the companies to
.000 3 1.000
promote their product?

***
a Kruskal Wallis Test
b Grouping Variable: Company

INFERENCE:

From the above given table from the significance value of 0.038 which is
less than .05, tends to show that there is difference between these companies in the
variable of reliability and the other significance value tend to be higher than .05 which
infers that there is no difference in those variables.

54
 Table - 4.1.16

Test Statistics(a,b)
Chi- Asymp.
df
Square Sig.
Do you face any problem with the product as a service
4.090 3 .252
provider? (Yes/no)
issue war .728 3 .867
issue no war 2.541 3 .468

***
a Kruskal Wallis Test
b Grouping Variable: Company

INFERENCE:

From this analysis we can infer that significance value tends to much
higher than .05, which results in no difference between this variable of the different
companies.

TABLE – 4.1.17

Company
Bosch Delphi TVS Siemens Denso
Mean SD SE Mean SD SE Mean SD SE Mean SD SE

55
How is the
support
from the
following 2.600 1.183 .306 2.733 1.033 .267 2.800 1.146 .296 3.333 1.175 .303
company
regarding
FIE?
How is the
response
from the
2.533 .990 .256 3.067 1.163 .300 2.867 1.302 .336 2.667 1.234 .319
companies
regarding
spare parts?
Rate the FIE
according to
your
satisfaction 2.800 1.474 .380 2.600 .986 .254 3.333 1.113 .287 3.667 1.047 .270
level as a
service
provider?
Rate the
price level of
the FIE
3.667 1.047 .270 3.733 .884 .228 4.000 .756 .195 4.000 .926 .239
according to
following
companies?
Is it very
clear with
problems in
FIE who you
2.667 1.397 .361 2.600 1.183 .306 2.600 .828 .214 2.067 1.100 .284
need to
contact in
the following
companies?
Time taken
by the
suppliers in
3.400 1.242 .321 3.400 .986 .254 3.467 .915 .236 3.200 .941 .243
providing
the spare
parts?

56
Time taken
for the
completion 2.800 1.474 .380 2.800 1.146 .296 3.000 1.195 .309 3.400 1.183 .306
of FIE
Repair?
How is the
performance
2.400 .986 .254 2.667 1.113 .287 3.133 1.125 .291 3.267 1.223 .316
level of
FIE's?
How reliable
is the FIE
product
3.400 1.242 .321 2.667 1.234 .319 2.267 1.033 .267 3.200 1.082 .279
according to
the following
companies?
Rate the
quality of
the FIE
products 2.733 1.163 .300 2.667 .724 .187 2.600 1.454 .375 2.800 1.373 .355
according to
the following
companies?
Rate the
advertising
effort taken
by the
5.000 .000 .000 5.000 .000 .000 5.000 .000 .000 5.000 .000 .000
companies
to promote
their
product?

INFERENCE:
From this analysis we can infer that mean value which is
closer to 1.000 tends to result in more satisfaction level of the service provider
among the four companies in the above different variables.

Table – 4.1.18

One-way ANOVA

Sum of Mean
df F Sig.
Squares Square

57
 Between
4.667 3 1.556 1.205 .316
Groups
How is the support from the
Within
following company regarding FIE? 72.267 56 1.290
Groups
Total 76.933 59
Between
2.450 3 .817 .588 .625
Groups
How is the response from the
Within
companies regarding spare parts? 77.733 56 1.388
Groups
Total 80.183 59
Between
10.733 3 3.578 2.613 .060
Rate the FIE according to your Groups
satisfaction level as a service Within
76.667 56 1.369
provider? Groups
Total 87.400 59
Between
1.383 3 .461 .558 .645
Groups
Rate the price level of the FIE
Within
according to following companies? 46.267 56 .826
Groups
Total 47.650 59
Between
3.517 3 1.172 .894 .450
Is it very clear with problems in Groups
FIE who you need to contact in the Within
73.467 56 1.312
following companies? Groups
Total 76.983 59
Between
.600 3 .200 .189 .904
Groups
Time taken by the suppliers in
Within
providing the spare parts? 59.333 56 1.060
Groups
Total 59.933 59
Between
3.600 3 1.200 .760 .521
Groups
Time taken for the completion of
Within
FIE Repair? 88.400 56 1.579
Groups
Total 92.000 59
How is the performance level of Between
7.333 3 2.444 1.967 .129
FIE's? Groups
Within 69.600 56 1.243

58
 Groups
Total 76.933 59
Between
11.917 3 3.972 2.995 .038
How reliable is the FIE product Groups
according to the following Within
74.267 56 1.326
companies? Groups
Total 86.183 59
Between
.333 3 .111 .076 .973
Rate the quality of the FIE Groups
products according to the following Within
82.267 56 1.469
companies? Groups
Total 82.600 59
Between
.000 3 .000 . .
Rate the advertising effort taken by Groups
the companies to promote their Within
.000 56 .000
product? Groups
Total .000 59

INFERENCE:
From the above given table from the significance value of
0.038 which is less than .05, tends to show that there is difference between these
companies in the variable of reliability.

Table – 4.1.19

One way ANOVA

How reliable is the FIE product according to the following companies?

59
 Sum of Squares df Mean Square F Sig.

Between Groups 11.917 3 3.972 2.995 .038

Within Groups 74.267 56 1.326
Total 86.183 59

INFERENCE:

From the above given table from the significance value of 0.038 which is
less than .05, tends to show that there is difference between these companies in the
variable of reliability.

Table – 4.1.20

POST-HOC TEST

Multiple Comparisons
Dependent Variable: How reliable is the FIE product according to the following
companies?

60
 (J) Company Mean Difference (I-J) Std. Error Sig.
(I) Company

Delphi TVS .73 .421 .523

Bosch Siemens 1.13 .421 .066
Denso .20 .421 .998
Siemens .40 .421 .921
Delphi TVS
Denso -.53 .421 .773
Delphi TVS -.40 .421 .921
Siemens
Denso -.93 .421 .127

INFERENCE:

This post hoc test is mainly performed in order to perform a multiple comparison
between the four companies. From the previous tests we found out that reliability is the
only variable which shows a difference among the comparison between these following
companies.

CHAPTER V

FINDINGS

5.1 FINDINGS OF THE STUDY

61
 • From the frequency table we can infer that there is a gradual
difference in satisfaction level of dealers among the different
variables of the four companies.

• The reliability variables of the companies tend to show difference

among the four companies.

• Delphi-TVS and Bosch tend to hold the major part of the market
by providing higher satisfaction level to the dealers.

• Number of dealers fall into the category of “Nor satisfied nor

dissatisfied” for several variables are higher.

5.2 SUGGESTIONS

• More dealers fall under neutral category in satisfaction level

hence companies can improve the same which will result in the
growth of the company.
• Needed more advertising and promotional activities by the
companies to increase the satisfaction level of the customers.
• Price of the products needs to be reduced to certain extent.

5.3CONCLUSION

The study implies that major share of the market and the satisfaction
level of the dealer is held by Delphi TVS and BOSCH.By improving
certain factors such as price of the products,reliability,advertising
and promotional activities by Delphi -TVS, the satisfaction level of
the dealers can be increased.

6. BIBLIOGRAPHY

• WWW.DELPHI-TVS.COM
• WWW.BOSCHINDIA.COM
• RESEARCH METHODOLOGY – C.R KOTHARI

62
 • WWW.JUST-AUTO.COM

Questionnaire

Report on Diesel Fuel Injection System

Dealer Name:
Dealer Service Contact Person:
Vehicle:
FIE System:

63
Comments:
1- Very satisfied
2- Satisfied
3- Neither satisfied nor dissatisfied
4- Dissatisfied
5- Very dissatisfied

1) How is the support from the following company regarding

FIE?
BOSCH

1 2 3 4 5

DELPHI - TVS

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

2) How is the response from the companies regarding spare

parts?

BOSCH
1 2 3 4 5

DELPHI - TVS

64
 1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO
1 2 3 4 5

3) Rate the FIE according to your satisfaction level as a service

provider?

BOSCH

1 2 3 4 5

DELPHI - TVS
1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO
1 2 3 4 5

4) Rate the price level of the FIE according to following companies?

BOSCH

1 2 3 4 5

65
DELPHI - TVS
1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

5) Is it very clear with problems in FIE who you need to contact in the
following companies?

BOSCH
1 2 3 4 5

DELPHI - TVS

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO
1 2 3 4 5

6) Time taken by the suppliers in providing the spare parts?

BOSCH

1 2 3 4 5

66
DELPHI - TVS

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

7) Time taken for the completion of FIE Repair?

BOSCH
1 2 3 4 5

DELPHI - TVS

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

8) How is the performance level of FIE’s?

BOSCH
1 2 3 4 5

DELPHI - TVS

67
 1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

09) How reliable is the FIE product according to the following

companies?

BOSCH
1 2 3 4 5

DELPHI - TVS

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

10) Rate the quality of the FIE products according to the following
companies?

BOSCH
1 2 3 4 5

68
DELPHI - TVS

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

11) Rate the advertising effort taken by the companies to promote their
product?

BOSCH
1 2 3 4 5

DELPHI - TVS

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

12) Do you face any problem with the product as a service provider?
(Yes/no)

If yes:
1.
2.

69
3.
4.

13) Issues faced during FIE within warranty period?

a)
b)
c)
d)
e)

14) Issues faced during FIE post warranty period?

a)
b)
c)
d)
e)

70
71