Project On Customer Satisfaction - Hs
Project On Customer Satisfaction - Hs
The study was conducted to know the customer satisfaction level and its effectiveness towards
JK TYRES Mysuru. This study helps the company to realize the factors which affect customer
satisfaction and also to bring out the opinions of customers and consumer. Finally, the study
draws inferences from the findings, which help the company to formulate relevant strategies to
better understand the satisfaction level of each customer.
To fulfill the above said objectives of the study responses were collected from existing
customers. The survey includes a sample size of 50 employees. The responses were obtained by
directly interviewing the respondents using a structured questionnaire.
After the data had been collected through questionnaires, it was tabulated. Question-wise tables,
charts and inferences have been clearly mentioned in the data interpretation part of this report.
Inferences were drawn based on the scores associated with various issues. Interpretation has been
graphically shown in a comprehensive manner for effective understanding.
Through this study the researcher has identified that most of the respondents are satisfied with
the current price, quality, services ETC. from the JK tyres. The satisfaction level of customer
hole system and some of the respondents have the problem of their demands and wants So, the
organization need to face on it.
Page 1
CHAPTER 1
INTRODUCTION
Page 2
1.3STATEMENT OF PROBLEM
The problem is lack of information about what the buyerrequirements in term of products, price,
brand, place, and promotion. To discover the issues confronted by the clients and to know the
new range change with the assistance of client feedback. Through this venture, the deals and
operations supervisor need know the post deals administration execution and criticisms of the
purchases.
Page 3
might vary
this
dynamic
forces.
The
approximationsdisplay
that
publicitydecreases the three year it incomes for the infodistribution of a fresh goods to
half as long. theconclusion of publicity on awareness is dynamic and that accounting for
it is critical in explain the progression of goods sales over its life rotation.
Page 4
A survey was made on attributes of customer satisfaction and the results of the
examinationpresented that on average buyer attach high significance to all he
facilityqualitiesrecognized in severalexamination. How ever customers level of
scarification is reasonable for most of the qualities, excepting office environment,
Page 5
converts of bill payment procedures and customer care. More over are
normallylesser than purchaser service related qualities, involving that the scope
for development lies in addressing to the practical quality lengths for our facility.
Josses Mugabi and SamalieMutuwa, 2009
Basic and operative base line customer satisfactionexaminationpackagewouldmotivation
on calculating customer responses. Exactly how well does your company transportation
on the dangerous success issues and capacities of the commercial as support by the
buyer? For example, is yours examinationswift and is your man courteous? How
receptive&accepting of the buyers problem are your representatives? The answers of
company presentationmust be examined both with all your buyers as well as key
sections.
1.7RESEARCH METHOD
SOURCES OF DATA
Sampling method
Simple random sampling method is used in this research
Page 6
This study is limited to only general factors influencing purchasing of tyres not specific
factors like social, personal, psychological, culture, etc.
The project is open for further improvement of the work.
CHAPTER 2
INDUSTRY PROFILE AND
COMPANY PROFILE
Page 7
The Rubber Industry in the world made its beginning in 1887. It was because
of the invention of the prosing of the rubber, vulcanization by Charles Goodyear. The
growth of the industry however received a good boost by century end when john
Boyd Dunlop prospered in creating of vulcanized vulcanized rubbertyres into expandable
inflatabletyres. From the time when then the tyreproduction has continued to be a major section.
Foam rubberproduction all over the world. Even in India, automobile tyre and tubes account
for a main part of India rubber manufactured goodsproduction.
Page 8
The tyre industry has changed from the additionalsimple play to the more
stylish radial. Nylon cords that import smallweightiness and extrastrong point, to
the tyres have also exchanged cotton ply. This production is powerfully linked to the
automobile sector. This production is also driven by farming activities that take place
in the area, as these 2 have an impact on the transportationdivision.
2.3 History of the Indian tyre industry could be classified into 4 periods:
Trading tyres in India was first started in 1920 by Firestone, forward by Good
year in 1922 and later Dunlop in 1926. Dunlop setup the first tyre at saharganj,
West Bengal, in the year 1936. Firestone setup a factory at Mumbai. At present there
are 20 licensed companies and 24 factories with 11 large companies manufacturing
the full range of tyres and tubes. The Indian tyre companies are having large collaboration
with tyre companies of U.S.A, U.K., West Germany and Japan. Significant changes
occurred in the tyre manufacturing process, changeover from rayon to nylon and
introduction of radial tyres of both steel belt and fibre glass are most important. The
hot cure conventional rethreading process is replaced with cold cure rethreading
process. The truck and bus tyre mileage and load carriage capacity has gone up by
25%. The tyre industry is Rs.3500 Crore plus which manufacture tyres for truck and
buses, light trucks, jeeps, cars, tractors trailer, power tillers, scooter, motor cycle,
moped, cycle, earth moving equipments and dumpers, aircraft and special defence
vehicles.
The large tyre unit in India Apollo, Bombay tyre International, ceat, Madras
Rubber Factory (MRF), Dunlop, Goodyear, JKtyre, Birla Tyre, & Vikrant tyre etc.
The company that manufacture tyres for primarily for the two wheeler are TVS
Srichakar, Falcon Metro Tyres, Ceat MRF, Stallion and S.Kumars.
The tubes are manufactured from natural rubber as well as imported butyl
rubber. Tyre inner tubes are covered under packaged commodities act. The
Government for the tyre industry setup various committees. Way back in 1955, the
tariff commission was setup. The major trust of the commission report was the
decentralization of the tyre industry.
Between 1975 and 1985 the Government referred to Bureau of industry cost
and price {BICP} five timers for cost and price study of tyre industry. But, the studies
of the BICP were not made public. In May 1974 the Government setup a committee
on tyre industry with Mr. M. Satyapal as chairman. This committee submitted its
report to the government in 1985. Report has not been published.
Page 9
Dunlop, MRF, Ceat, Apollo and Modi rubber dominates the industry together
accounting for much as 60% of the total output. Among individual companies, MRF
is moving into aircraft tyre manufacturing in collaboration with Uni, Royal Goodrich.
The total capacity of ceat has gone up to 45 lacks tyres with the commence of walaj
plant and has plans to manufacture nylon cord tyres. Modi rubber industry has the
modipuram plant and modinagar plant is under implementation. Vikrant tyres with a
new all steel radial tyre plant for trucks and buses is the only company modernizing
the existing plant and manufacturing new technological tyres of international
standards and acceptability, Indian tyre industry is all set to capture a major share in
export market and increases its share of export to various countries. The tyre industry
is a raw material concentratedproduction. Raw resources account for about 55% of the total
production cost. Two of the four major raw materials used in the tyre making i.e.
Nylon tyre cord and synthetic rubber to natural petroleum based derivatives.
2.4 FEATURE OF THE TYRE INDUSTRY:
Company
Year of commencement
Dunlop
1926
Good year
1942
CEAT
1960
Page
10
MRF
1946
Apollo
1975
1. Natural rubber
25%
2. Synthetic rubber
14%
3. Carbon block
13%
4. Nylon tyre cord/yarn (fabric)
34%
5. (Remaining share of raw materials of 14% approx. is accounted by
rubber
Chemicals)
Chinese cos.
- 4.5%
Indian cos.
- 2.5%
21 Chinese tyre co. include in worlds 75 largest tyre companies; combined
turnover of $ 9.5 billion, amounts to 10% of global business.
US dept. of transportation data 160 tyre units in china DOT code for new
production for selling tyre in the US.
Over last years, chinas top 40 companies have invested billions of dollars to
acquire most modern machinery.
Top 10 tyre companies in the world
Bridgestone, Michelin, Goodyear, Somitomo, Pirelli, Hankook, Yokohama,
Maxis international, Hang zhouzhongce, Cooper tire & rubber co.
Derived demand product = automobile dependent = boom in automobile
industry drivers the impressive growth in tyre industry.
Raw material &labour intensive; High turnover, low profit margin @ 2 to 3%
Dependent on NR, steel, crude oil price rises; cause big cost push pressure on
manufacturers.
Indian tyrebusinesses also surveysairreplaceableguaranteestructure whereby Prorata adjustment is given for developed defects through dealers.
Exports to over 65 countries World-wide.
Indian tyre production industry delivers the vital link in program of
publicgentleman (through trucks and public transport) and product (through
trucks and LCVs etc.)
Indian tyremanufacturingdelivers direct and indirect service to closely 1 million
publics.
Page
12
2.10COMPANY PROFIL:
The corporation was integrated as a private Ltd,business in West Bengal in fourteenth, 02- 1951.
Until thirty-first March 1970, The company was involved in the handlingorganization business.
Later the company absolute to carry outindustrializedevents &found a message of intent in 021972 for the production of automobile tyres& tubes.
The message of resolved was renewed into anmanufacturinglicence in 02-1974 for the
production of 4 lakh nos. each automobile tyre and tubes in every year. The company was
changed into a private Ltd, company on 1-04 1974. The businessplan was encouraged by Straw
Products limited and J.K. Synthetics Limited.
The company arrived into mechanicalteamwork with Universal Tyre International Co., U.S.A.,
(Aadditional of Universal Tyre& Rubber Co., U.S.A.) for mechanical facilities for a period of
five years and sales arrangement for the source of mechanical know-how, manufacturing and
documents for functioning services (for a time of eight years from 23-08-73).
Below the teamworkpromise, The Company has the right to use on its goods the wording "Made
in teamwork with Universal Tyre International Co., USA"
Page
13
1982
The company's practicalrelationshipcontract with Universal Tyre International Co., was
changed for aadditional time of five years.
1987
The completeat work resulted in considerableincomesin spite of a fifty one -days boycott
as well as go slow from forth October. The walkout had from the time when then been
resolute and friendlypayment was touched. Struggles were on to presenting
ainnovativeconfiguration in steel belted radial tyres.
1988
Fresh steel radial tyres for Mahendra Gypsy and Tata mobile were presented. The
Company planned to incur anspending of Rs.Three hundred lakhs for connection
ofmodern and stylish R&D tools.
1989
More than a few new arrangements and space of tyres were presentedtogether with a
semi-lug Nylon Truck tyre, all of which were well takes in the market. 1991 - Handeep
Investment, limited, Hidrive Finance Limited., Panchanan Investment Limited & Radial
Finance Limited., J. K. International Limited., Shivdham Properties Limidet& J.K. Asia
Pacific limitedaredivisions of the Company.
1992
The J.K. International separationextended its events by inaugural its office in Moscow
moreoverbeginning Company's subsidiaries in U.K. &Honkong. The radial tyres for
tractors and corporate launched in the past year were well received.
1993
Introducing radial tyres `Brute' and `Ultima' were existing. The Company was in the
progression of developed steel belted radial tyres for the valued cars in the Mercedes
Benz, Peugeot, Daewoo race and Opel Astra. A fresharrangementestablished for
automobile `PE-T8' was well received in the market.
1994
The company retained its step of development, in the face of steep rise in raw resource
and idea costs and competition. The Company achieved an all round cost discount and
achievedadvancedcapabilityutilization at both the tyrebranchs at Jaykaygram and
Banmore.
- The T-rated Ultimatyres introduced for freshage group cars found its agreed in DCM
Daewoo's `Ceilo'. Also J.K. Steel radial was selected for Mercedes Benz India.
- The Company take on to grow steel radials for GM's `Astra'. PAL's `Peugekot' FIAT's,
`UNO' and M & M's `Ford'.
- The Company introduced a best truck tyre `Jet Trak' - 39 which was presented to meet
the need the heavy-duty load market. The fresh tractor rear tyre `SONA' was well
received in the bazaar.
1996
During this period, a fresh Car tyre "Jet Drive XS", the broadest nylon car tyre for Maruti
800 was presented. Along with fresh semi-lug and heavy weighttyre for trucks, a fresh
lug tyre for wonderful heavy load requests "Jet Trak 39" was also presented. In the Radial
type, "Ultima XR Radial", a terrain tyre was presented. All these goods were well
received in the bazaar.
Page
14
- Both the tyre branchesactivated to full capability. In line with JK tyre, the radials
partpresented, the double contact high power and high presentationAquasonic steel radial
car tyre. The unit also established India's 1 st and only H-rated ultima Xs' particularly for
Mercides - Benz Cars.
2000
The organizationsuggests to lessen its debt by Rs.one twenty five crore in the present
economical from the present level of Rs.Six thirty fivecrore by way of loan repayment.
- The Company and Indian Oil Business have arrived into a marketing agreement for
relating digital air pressure guages and set up deals and services outlets at IOC petrol
stations in the country.
2001
RaghupatiSinghaniamanagement director of J K Industries as been selected the
nineteenth Chairman of AutomativeTyreProducers Association, the representative form
of tyre industry in India.
2002
J.K.Industries Limited has informed BSE that CRISIL has allocated a P1+ rating to the
Profitable Paper function of the business.
2003
J.K. Industries Limited (JKI) has a fresh Marketing Director in Mr Ajay Kapila. Earlier
joining JKI, MrKapila was Eldest Vice-President (Sales and Marketing) at Kinetic
Engineering Limited. He was also Director on board and working head of Kinetic's direct
selling arm-kinetic promotions service area limited.
Bring to an end its completerearrangementworkout of businesses that clues to its start as a
clean automotive tyre company. Along with the de-merger of its non-tyre business, Sugar
and Agri Seeds, into unconnected companies namely JK Sugar Limited and JK AgriGenetics Limited, JKI also bring to an end the merger of Vikrant Tyres Limited
-J.K.Industries
delists
from
Jaipur
Stock
Exchange
-divested its wholly-owned supplementary called J.K. Drugs and Pharmaceuticals
Limited to TEVA Pharmaceuticals of Israel.
2004
JK Industries Limited has educated that its cares are delisted from Delhi Stock Exchange
Association Limited (DSE) w.e.f. 29 jan2004.
2007
JK Industries Limited has educated that the title of the Company has been new from "J K
Industries Limited" to "JK Tyre& Industries Limited" w.e.f. April second, 2007.
- Company name has been changed from JK Industries Ltd to JK Tyre& Industries Ltd.
2008
The company has allotted rights in the ratio of one:3 at a premium of Rs. seventy five Per
Share.
2009
JSL Ltd publicized huge developmentideasbelow which it would set up 1.6 MT Green
belt plant in Orissa due to which its stainless steel manufacturing capability will rise to
about 2.5 MT by March 2014, thus making it the largest producer in India.
- Jsl Limited has informed that consequential upon situation caused by the sad demise of
Sh. A.K. Jain, Company Secretary of the company on January first, 2009, Mr. Sunil
Page
15
Yadav has been selected as Company Secretary of the company w.e.f. January thirteen,
2009. Mr. Sunil Yadav has also been planned as Compliance Officer of the company in
enactment of clause 47(a) of the listing contract.
2010
JSL Limited has educated BSE that the name of the Company have been new from "JSL
Ltd" to "JSL Stainless Ltd". The Administrator of Companies, NCT of Delhi & Haryana
has issued the original certificate of combination dated August sixth, 2010
consequentialupon change of name
- JSL Limited has educated BSE that the Board of Directors of the Company has selected
Mr. Jurgen Hermann Fechter and Mr. James Alistair Kirkland Cochrane as Additional
Directors w.e.f. March ninth, 2010 by passing the resolutionover and done
withmovement.
- JSL Ltd led by Ratan Jindal is successful to setup a Thirty thousand twenty Mw power
plan in the state of Orissa. The company signed a MoU with the Orissa government for
locality up a super dangerous thermal power plan in the state on Thursday. The plant will
be setup with a total investment of Rs. seven thousand three hundrenden seventy
fivecrore.
2011
JSL Stainless symbols power purchase agreement with GRIDCO.
- JSL Stainless Limited has educated BSE that the name of the Company have been
different from "JSL Stainless Ltd" to "Jindal Stainless Ltd" with effect from December
seven, 2011. The Administrator of Companies, NCT of Delhi & Haryana has permitted
its sanction on December seventh, 2011.
2012
The Company has allotted Three lakh sixty four thousand nine seventy two equity shares
of Rs. two/- each to "The Royal Bank of Scotland NV London Division".
2013
Vikrant Tyre branch has earned the "Golden Peacock HR Excellence Award". -JK
Tyrepresentationsancombined brand campaign.
2014
JK Tyreselected as a Fantasticproduct for the year. -SAP ACE award 2014 to JK Tyre. UX1 discussed with the impressive Auto BildConsultant goods of the Year. -JK Tyre&
Industries has distributed its face value from Rs ten/- to two/
-The Registered Office of the Company has been removed from "seven, Council House
Street, Kolkata- 700 001" To "Jaykaygram, PO - Tyre Factory, Kankroli - 313 342,
Rajasthan
Page
16
1
Date of Establishing
Income
Market Cap
Company Address
Organization Details
Corporate Operation
Financials
Company Secretary
Bankers
14-02 1951
898.267 ( USD in Millions )
25652.604588 ( Rs. in Millions )
Jaykaygram,Po
Tyre
Factory,Kankroli-313342,
Rajasthan
www.jktyre.com
Chairperson RaghupatiSinghania
MD VikrampatiSinghania
Directors Arun
K
Bajoria,
VimalBhandari,
KalpataruTripathy,
Wolfgang
Holzbach,
SunandaSinghania, Bakul Jain, Arvind Singh Mewar
Tyres& Allied
Overall Income - Rs. 61399.8 Million ( year ending
Mar 2015)
Net Earnings - Rs. 2533 Million ( year ending Mar 2015)
Pawan Kumar Rustagi
Federal Bank, IDBI Bank, Indian Bank, Punjab National
Bank, State Bank of India, UCO Bank, Corporation Bank,
Bank of India, State Bank of Bikaner & Jaipur
Page
17
Vision
To be among the greatestrespected companies in India, devoted to brilliance
JK Tyre won the National award for quality in Cost Management, 2009.
J.K. Organization
JK Paper LTD
JK Lakshmi Cement LTD
J.K. Fenner ( India ) Ltd
Umang Dairies LTD
JK Agri-Genetics LTD
2.15COMPETATION OF JK TYRES:
1. Apollo Tyres
2. MRF
3. CEAT Ltd
4. Dunlop
5. Goodyear
6. Yokohama
Page
19
1. Truck Tyres:
Jet rib
Vikrant truck king
Star lug
Super T.K
JT king
Hi life
Jet star
Jet truck
Sand cum higway
J T classic
JETRK
Truck plus
Page
20
2.
Light trucks
Jet rib
Star lug
Fleet king
Truck king
4. Tubes
JK tubes
Vikrant tubes
Tube V EX
5. Flaps
Flaps
JK EXP flaps
JK RD flaps
Page
21
JK TYRES has been popular in launching its brand name in the world market. It gives
immense pride to india as JK TYRES and Vikrant Tyre has been rated amongst premium
brands in highly sophisticated global tyre markets. The exports accounts for over 30% of indias
total tyre export and they sell their products across 60 countries over six continents in whole
world, thus making a leading mark in the industry. In order to meet the growing demand of JK
tyre across the worldwide, the company is enhancing out sourcing activities from china in its
own brand.
Today JK tyre products compete with the best international players in the premium international
bias market in more than 68 countries. The export operate through a strong and distribution
network, and our distribution are fully support for its product in the US> Europe, south America
and middle east.
VTL rxport its products yo over 68 countries. The major countries include united states of
America, australia, united kingdom and newzeland, hongkong and host middle east, African and
Asian countries.
2.19 SEGMENTS
Page
22
Mysore plant -1
Mysore plant -2
Kankroli
Banmore
Karnataka
Karnataka
Rajasthan
Madhya Pradesh
Vikrant tyres Ltd. {VTL} is located in the area of acres in mysuru. VTL is a most importanttyre
manufacturing company and 1 of the most popular industrial ventures in the state of Karnataka.
In the year 1970 this company was considered as a mutual by the involvement of south Indian
export company pvt Ltd, Chennai with Karnataka state industrial investment and development
corporation Ltd for launching and automobile tyres and tube manufacturing unit athebbal
industrial area in mysuru.
In 1977 the organization was taken over by the government of Karnataka state industrial
investment and development corporation Ltd. The commercial production started from ninetieth
may 1980. During 1985 a plant was setup for manufacturing of radial tyres.
Page
23
JK industries limited adopted the BPR ( business process re-engineering) concepts, its objects.
Trainee
Senior officer/engineer
Deputy manger
Manager
Senior manager
Chief Manager
Deputy GeneralManager
General Manager
Page
24
Chief GeneralManager
Vice president
Directors
President
Indian
Market share in %
International
Market share in %
MRF
33.75
Michelin
15.2
APOLLO
30.00
Bridgestone
14
CEAT
11.25
Good year
10
Page
25
Strength
together
weakness
Less band awareness
Less concern about minor car section
Opportunities
Threats
Entry of fresh players with never and wellequipment in the minor car tyre segment
So many close challengers like Apollo, Birla , car , modi , kaizen etc
Page
26
Mar '13
Mar '12
Mar '11
12 mths 12 mths
12 mths
12 mths
12 mths
45.36
45.36
0.00
1,046.12
1,091.48
2,171.55
208.83
2,380.38
3,471.86
Mar '15
41.06
41.06
0.00
700.87
741.93
1,954.55
265.62
2,220.17
2,962.10
Mar '13
41.06
41.06
0.00
629.54
670.60
1,396.69
281.35
1,678.04
2,348.64
Mar '12
41.06
41.06
0.00
673.66
714.72
692.77
539.96
1,232.73
1,947.45
Mar '11
12 mths 12 mths
12 mths
12 mths
12 mths
Application Of Funds
Gross Block
Less: Accum. Depreciation
Net Block
Capital Work in Progress
Investments
Inventories
Sundry Debtors
Cash and Bank Balance
Total Current Assets
Loans and Advances
Total CA, Loans & Advances
Current Liabilities
Provisions
Total CL & Provisions
Net Current Assets
Total Assets
4,074.32
1,719.92
2,354.40
697.10
92.62
741.62
1,256.19
100.20
2,098.01
641.83
2,739.84
2,192.76
219.34
2,412.10
327.74
3,471.86
3,850.82
1,577.18
2,273.64
143.32
101.76
765.70
1,186.37
177.78
2,129.85
471.19
2,601.04
1,923.59
139.58
2,063.17
537.87
3,056.59
3,711.64
1,431.26
2,280.38
54.68
97.59
809.80
916.68
94.66
1,821.14
479.49
2,300.63
1,627.63
143.55
1,771.18
529.45
2,962.10
2,773.27
1,330.08
1,443.19
749.20
100.89
661.54
867.36
78.42
1,607.32
427.85
2,035.17
1,874.54
105.27
1,979.81
55.36
2,348.64
2,731.01
1,314.70
1,416.31
192.14
93.56
688.60
708.05
85.11
1,481.76
335.53
1,817.29
1,467.70
104.15
1,571.85
245.44
1,947.45
Contingent Liabilities
Book Value (Rs)
54.35
48.12
701.41
203.62
81.48
180.70
228.69
163.32
490.87
174.07
Sources Of Funds
Total Share Capital
Equity Share Capital
Share Application Money
Reserves
Networth
Secured Loans
Unsecured Loans
Total Debt
Total Liabilities
41.06
41.06
12.37
794.99
848.42
1,985.16
223.01
2,208.17
3,056.59
Mar '14
Page
27
CHAPTER 3
THEORITICAL BACKGROUND OF
THE STUDY
Page
28
Businesses guide thebuyer satisfaction in command to determine how to growth their buyer
based, income, wages,, market. Share, customer loyalty and existence. Although largerrevenues
is the driver, exemplary business focus on the buyer happy and see buyer satisfaction as the key
to survival and turnover. Buyer satisfaction in turn hinges on the quality and things of their
capabilities & the product or services they accept.
Page
29
Buyer satisfaction is the level of publics felt state resultant from relating a goods perceived
presentation in relation to the persons anticipation. Thus the fulfillment level is a purpose of the
alteration between perceived presentation and probability .if the performance exceeds the
expectation the consumer is delighted, customer who are just satisfied will find it easy to change
supplier when a better comes along. On the other hand , buyer who are delighted are much ready
to switch as delighted are much ready as creates an sensitive affinity with the band just relational
preferences ,and these create high customer loyalty
The buyers satisfaction are dissatisfaction with the goods will effectfollowing behavior if the
buyer is satisfied ,he or she will exhibit possibility of buying the goods and satisfied buyer will
also tend to say good things about the brands to others.
Page
30
If big business and services suppliers do not ask buyer the important questions, clients can ask
themselves and share the information with other consumers.
Fairly often the varianceamongst those that basicallysubsist in business & those that thrive is
protectionwell-informed of ®ulating to the alwaysalteringboldness &opportunities of the
business place
There was a time when clients were less work and vocal if not completelyhappy when commerce
with a business. This is not the event today. When the selectionsexisting on anywhere and who to
deal with was narrow. The control belonged to the business owner, customer had now here else
to go and therefore buyerfulfillment was not so significant.
Clients are attractive increasingly more challenging. Less tolerant and very critical when not
having their expectancy met. Clients have lots of selection on where and who to deal with. as a
outcome the power has now shifted to the buyer, if they feel you can not satisfy their expectancy
they will simply vote with their feet and deal with somebody who will.
Market-oriented manufacturing and administrationsliving and expire with fulfillment of their
clients and thus view buyersfulfillment as their life line. In these productions, widespread efforts
are made to devicebuyer expectations and feedback to services in aincessant effort to improve,
construct and enlargemarket share. If their buyer are unhappy.Manufacturing know they are
Page
31
unlikely to survive. If their customer are joyful, the use of their goods and services and the like
hood of biggerrevenuesgrowth
Marketing exports maintain thosefulfilledbuyer are critical profitability because they:
Buyersatisfaction is more the present market place than ever past. In the before the business
relished on machinery and goodsinvention for competitive benefit.
With worldwide competition, relentless technical advances and over consolidated. Standardized
chains, companies now battle for differencecompletebuyer service. Big business attitude must
give way to a business attitude where front line contacts treat customers with dignity.
Page
32
CHAPTER 4
DATA ANALYSIS AND
INTERPRETATION
Page
33
The study is about the customer satisfaction towards on JK tyres. It is based on data collection
from both the primary and secondary source. Primary data has been composed with the help of
the structured questionnaires. The sample size of the respondent selected was 50. Questionnaires
was used to collect the response of the respondent interview were also conducted with the
respondents and observation method was also used to have the better idea of the attitude of the
respondents. This survey revealed the following aspects. Gender, age, education qualification has
been tabulated below.
GENDER
Table no :4.1
GENDER
RESPONDENT
PERCENTAGE
MALE
46
92%
FEMALE
8%
TOTAL
50
100
The above table shows that 92% are belongs to male respondents and 8% are female respondents
Chart no: 4.1
GENDER
female
8%
male
92%
From the above diagram we can interpret that popularof defendants belongs to the male category
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34
AGE
The age information is being collected to know which age group people uses and have interest in
cars. This information is collected in part A of the questionnaire.
Table no: 4.2
Sl no
Age group
Respondents
Percentage
15-30
19
38%
30-45
21
42%
45-60
10
20%
60 and above
0%
Total
50
100
The above chart shows that clearly 15-30 years age group respondents are 38%, 30-45 age group
respondents are 42%, 45-60 age group respondents are 20% and 60 and above respondents are
0%.
Chart no: 4.2
AGE
60 and above
0%
45-60
20%
15-30
38%
30-45
42%
Here we can interpret that majority of the respondents belongs to the age group of 30-45 years.
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35
EDUCATIONAL QUALIFICATION
The educational qualification information is being collected to the qualification of respondents.
This information is collected in part A of the questionnaire.
Table no: 4.3
Sl no
Educational qualification
Respondents
Percentage
SSLC
6%
PUC
12
24%
Graduate
26
52%
Post graduate
18%
Total
50
100
The above table shows that 6%,respondents education is up to SSLC, 24% respondents
education is up to PUC, 52% respondents are GRADUATE, 18% respondents are POST
GRADUATE.
Chart no: 4.3
EDUCATION QUALIFICATION
Post graduate
18%
SSLC
6%
PUC
24%
Graduate
52%
On the basis of above analysis we can interpret that majority of respondents educational
qualification is graduate
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36
Particular
Respondents
Percentage
Quality
30
60%
Price
16%
Service
12%
12%
Total
50
100
The above tabletop shows that 60% of defendants prefer quality, 16% of defendants prefer price,
12% of respondents prefer service and 12% of respondents prefer all the above factors.
Chart no: 4.4
PREFERS OF JKTYRES
Service
12%
Price
16%
Quality
60%
From the above table we can interpret that majority of respondents prefers quality of J K tyres.
Page
37
Particular
Respondents
Percentage
Good
39
78%
Better
14%
Average
8%
Not good
0%
Total
50
100
The overhead chart shows that 78% of respondents, enhance the quality of tyres are good, 14%
of respondents
Chart no: 4.5
QUALITY OF JK TYRES
Not good
0%
Better
14%
Average
8%
Good
78%
The above diagram shows that popular of defendants enhance the quality of tyres are good.
Page
38
Option
Respondents
Percentage
Yes
47
94%
No
6%
Total
50
100
From the overhead chart it is clear that 94% defendants agreed the quality of tyres is consistent,
6% of respondents disagreed with the quality of consistent of JK tyres.
No
6%
Yes
94%
The above chart reveals that more number respondents agree with quality of JK tyres is
consistent.
Page
39
Table: 4.7
Sl.no
particular
Respondents
Percentage
Yes
38
76%
No
12
24%
Total
50
100
From the overhead chart it is clear that 76% of respondent are satisfied with the current price of
JK tyres and remaining 24% of respondents are not satisfied with the current price of JK tyres
No
24%
Yes
76%
The above chart shows that the maximum number of respondents is satisfied with the current
price of JK tyres.
Page
40
particular
Respondents
Percentage
Yes
35
70%
No
15
30%
Total
50
100
From the overhead chart it is clear that 70% of defendants are agreed with the price and quality
of JK tyres and 30% of respondents disagreed with the price and quality of JK tyres.
No
30%
Yes
70%
From the above pie chart we can interpret that maximum respondents are satisfied with the
higher price indicates higher quality.
Page
41
Particulars
Respondents
Percentage
Qualities
26
52%
Brand
03
06%
price
18
36%
Durability
00%
03
6%
Total
50
100
The overhead chart shows that 52% of defendants are prefer quality to purchase JK tyres, 6% of
respondents are prefer brand while purchasing the JK tyres, 36% of respondents prefer price of
JK tyres, 0% of respondents are wont prefer durability and 6% of respondents are prefer all of
the above while purchasing JK tyres.
Qualities
52%
Brand
6%
Here we can interpret that maximum respondent go with the quality of the JK tyres.
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42
Respondents
Percentage
Excellent
28
56%
Bad
01
2%
Good
20
40%
Average
01
2%
Total
50
100
From the overhead chart shows that 56% of defendants opinion is excellent, 2% of defendants
opinion is bad, 40% of respondents opinion is good and 2% of respondents opinion is average
towards service of JK tyres.
Good
40%
Excellent
56%
Bad
2%
From the above chart we can interpret that maximum respondents are opinion excellent service
of JK tyres.
Page
43
respondents
Percentage
Once in year
05
10%
01
2%
40
80%
Others
04
8%
Total
50
100
From the above table shows that 10% of respondents uses once in a year, 2% of respondents uses
every 2 to 3 months, 40% of respondents uses daily and 8% of respondents go with the other
option.
Others
8%
Daily
80%
From the above chart we can interpret that maximum respondents are uses the product daily.
Page
44
Do you keep contacting with the customer service about the tyres?
This information is collected to know how respondents are satisfied the contacting with the
customer services on the JK tyres.
SL no
Particular
Respondents
Percentage
Yes
44
88%
No
12%
Total
50
100
From the overhead chart it is clear that 88% of defendants agreed the contacting with the
customer service about JK tyres and 12% of respondents are disagreed about the customer
service level of JK tyres.
No
12%
Yes
88%
From the above chart we can interpret that maximum respondents are accept the level of
contacting customer service is very good from the JK tyres.
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45
Based on your passed experience would you like to purchase JK tyres again?
This information is collected to know how respondents passed experience about JK tyres.
Sl no: particular
Respondents
Percentage
Yes
40
80%
No
10
20%
Total
50
100
From the overhead chart it is clear shows that 80% of defendants have good experience about JK
tyres so they ready to go with the JK tyres products and 20% of respondents are dissatisfied
aboutthe passed experience about the JK tyres.
No
20%
Yes
80%
From the above chart we can interpret that maximum respondents are accepting there passed
experience has been good so they ready to go with the JK tyres products.
Page
46
Particular
Respondents
Percentage
Definitely will
33
66%
Probably will
00
00%
12
24%
05
10%
Total
50
100
From the overhead chart it is clear shows that 66% of defendants will definitely recommend to
others, 0% respondents probably will recommed the product, 24% of respondents probably will
not recommend the product and 10% of respondents definitely will not recommend product.
Chart no: 4.14
RECOMMEND THIS PRODUCT TO YOUR FRIEND
Definitely will
not
10%
Probably will
not
24%
Definitely will
66%
Probably will
0%
From the above chart we can interpret that maximum respondents are will definitely recommend
the product to others.
Page
47
Particular
Respondents
Percentage
Strongly agree
22
44%
Agree
10
20%
Un decided
00
0%
Disagree
10
20%
Strongly disagree
08
16%
Total
50
100
From the above table it is clear shows that 44% of defendants are strongly agree with the new
radial tyres, 10% respondents are agree with the new radial tyres, 00% of respondents are
undecided with the new radial tyres, 20% of respondents disagree with the new radial tyres and
16% of respondents are strongly disagree with the new radial tyres.
Strongly
disagree
16%
Strongly agree
44%
Disagree
20%
Agree
20%
Un decided
0%
From the above chart we can interpret that maximum respondents are strongly agree with the
new radial tyres.
Page
48
Are you satisfied with the service you received/accessed in the past 12 months?
This information is collected to know service quality provided by JK tyres in past 12months.
particular
Respondents
Percentage
Yes
46
92%
No
8%
Total
50
100
From the overhead chart it is clear shows that 92% of defendants are happy with the service
provided by the JK tyres in past 12 months, 8% of respondents are unhappy with the service
provided by the JK tyres in past 12 months.
No
8%
Yes
92%
From the above chart we can interpret that maximum respondents are happy with the service
provided by the JK tyres in past 12 months.
Page
49
Are you satisfied with the way of supporting staff resolved your recent problem?
This information is collected to know hoe the supporting staff resolve the quarries in recent
period.
Tableno :4.17
Sl no:
Particular
Respondents
Percentage
Strongly agree
43
86%
Agree
00
0%
Un decided
00
0%
Disagree
00
0%
Strongly disagree
14%
Total
50
100
From the overhead chart it is clear shows that 86% of defendants are strongly agree with the
service of supporting staff, 0% of respondents are agree service of supporting staff, 00% of
respondents are very un decided with the service of supporting staff, 0% of respondent are
disagree with the service of supporting staff and 14% of respondents feel better service of
strongly disagree about supporting staff.
Chart no: 4.17
SATISFACTION LEVEL OF SUPPORTING STAFF
Un decided
0%
Agree
0%
Strongly
disagree
14%
Disagree
0%
Strongly agree
86%
From the above chart we can interpret that maximum respondents are strongly agree with the
service of supporting staff.
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50
Do you think JK tyres fulfill the warranty terms and period with the customers?
This information is collected to know whether the JK tyres fulfill the warranty terms and periods
with the customers.
Table no: 4.18
Sl no.
Particular
Respondents
Percentage
Very good
19
38%
Good
21
42%
Average
10
20%
bad
00
00%
Total
50
100
From the overhead chart it is clear shows that 38% of defendants are felling very good in
fulfilling the warranty terms and periods with the customer, 42% of respondents are felling good
fulfilling the warranty terms and periods with the customer, 20% of respondents are felling
average in fulfilling the warranty terms and periods with the customer and 0% of respondents
felling bad in fulfilling the warranty terms and periods with the customer.
Chart no: 4.18
WARRANTY PERIOD
bad
0%
Average
20%
Very good
38%
Good
42%
From the above chart we can interpret that maximum respondents are feel good in fulfilling the
terms and conditions by the JK tyres.
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51
How do you measure JK tyres performance in manufacturing tyres internally the best in
the organization?
This information is collected to know the performance of the production department of the JK
tyres.
Table no: 4.19
Sl no.
Particular
Respondents
Percentage
Very Good
35
70%
Good
00
00%
Average
15
30%
Bad
00
00%
Total
50
100
From the overhead chart it is clear shows that 70% of defendants are feel very good to the
production of JK tyres, 0% of respondents are feel good to the production of JK tyres, 30% of
respondents are feel average to the production of JK tyres and 0% of respondents are feel bad to
the production of JK tyres
Chart no: 4.19
PERFORMANCE OF MANUFACTURING
Bad
0%
Average
30%
Very Good
70%
Good
0%
From the above chart we can interpret that maximum respondents are feels good to the
production of JK tyres.
Page
52
Particular
Respondents
Percentage
Strongly agree
30
60%
Agree
10
20%
Un decided
00
00%
Disagree
10
20%
Strongly disagree
00
00%
Total
50
100
From the above table it is clear shows that 60% of respondents need and purpose are strongly
agree, 20% of respondents need and purpose are agree and 00% of respondents need and
purpose are undecided,20% of respondents need and purpose are disagree and 00% of
respondents need and purpose are strongly disagree.
Disagree
20%
Agree
20%
Strongly agree
60%
From the above chart we can interpret that maximum respondents need and purpose are satisfied.
Page
53
Particular
Respondents
Percentage
Strongly agree
31
62%
Agree
19
38%
Un decided
00
00%
Disagree
00
00%
Strongly disagree
00
00%
Total
50
100
From the above chart it is clear shows that 62% of defendants are strongly agree, 38% of
defendants are agree. 0% of defendants are undecided, 0% of defendants are disagree and 0% of
defendants are strongly disagree.
Disagree Strongly
0%
disagree
0%
Agree
38%
Strongly agree
62%
From the above chart we can interpret that maximum respondents are overall satisfied.
Page
54
Particular
Respondents
Percentage
Yes
44
88%
No
06
12%
Total
50
100
From the overhead chart it is clear shows that 62% of defendants are satisfied, 38% of
respondents are dissatisfied. 0% of respondents are fully satisfied and 0% of respondents are
fully dissatisfied.
No
12%
Yes
88%
From the above chart we can interpret that maximum respondents are agreed JK tyres have high
competitors.
Page
55
Table no: 4. 23
Sl no.
Particular
Respondents
Percentage
Yes
46
92%
No
8%
Total
50
100
From the overhead chart it is clear shows that 92% of defendants are comfortable with the JK
tyres. 8% of respondents are not comfortable with the JK tyres.
Strongly
disagree
44%
Disagree
56%
From the above chart we can interpret that maximum respondents are comfortable with the
performance of JK tyres.
Page
56
Particular
Respondents
Percentage
Yes
40
80%
No
10
20%
Total
50
100
From the overhead chart it is clear shows that 80% of defendants are given suggestion to the
company and 38% of respondents are not responded for given suggestion to the company.
No
20%
Yes
80%
From the above chart we can interpret that maximum respondents are given suggestion to the
company
Page
57
CHAPTER 5
FINDINGS/SUGGESTIONS/
CONCLUSIONS
Page
58
FINDINGS
Page
59
CONCLUSION
Awareness level of JK TYRE in mysore city is 94% hence majority of the respondents
are aware of JK TYRE.
Quality, durable and performance are the attributes the creates customer satisfaction
among JK TYRE in mysore city.
Customer satisfaction level is higher with 92% of fully satisfied and 8% of satisfied
customers.
Awareness about JK TYRE care center is high, respondents opinion that there is a
sufficient number of care center they are highly satisfied with JK TYRE care center.
In mysuru city the jktyres are facing the high competitors. Like (MRF,APOLLO,CEAT
etc)
Customers are satisfied with the new radial tyresof jktyres.
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60
SUGGESTION
Some customer are not satisfied with service and the current price of the JK tyre,
company needed to work on it.
During my survey many of the customer expect claim police for their tyres in the car
segment, so it is good for the company if it move forwarded regarding claim policy.
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61
Bibliography:
Page
62
CHAPTER 6
ANNEXTURE
Page
63
QUESTIONNAIRE
I am Karthik. H. S pursuing Master of Business Administration in Visvesvaraya Technological
University, Post Graduate centre, Mysore. As a part of academics, I am doing a project on
Customer Satisfaction towards JK Tyres, so kindly provide the appropriate information for the
following questionnaire.
Thank you.
Part A:
1. Name: _______________________________________
2. Gender :
a. Male
b. Female
3. Age:
a. 15 to 30
c. 30 to 45
b. 45 to 60
d. 60 and above
4. Qualification :
a. SSLC
c. Degree
b. PUC
d. Master degree
PART B:
5. Why do you prefer JK Tyres?
a. Quality
b. Price
c. Service
d. All the above
c. Average
b. Better
d. Not good
b. No
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64
b. No
b. No
b. No
c. Price
b. Brand
d. Mileage
e. All
c. Good
b. Bad
d. Average
14. Have you keep contacting the customer service about the tyres?
a. Yes
b. No
15. Based on your past experience would you like to purchase JK Tyres again?
a. Yes
b. no
16. Would you recommend this product to your friends about JK Tyres?
a. Definitely will
b. Probably will
17. Rate your satisfaction level with the new Radial Tyres?
a. Strongly agree
c. Undecided
b. agree
e. Strongly disagree
d. Disagree
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65
18. Are you satisfied with the service you received/accessed in the past 12 months?
a. Yes
b. No
19. Are you satisfied with the way the supporting staff resolved your recent problem?
b. Satisfied
c. Very satisfied
c. Dissatisfied
d. Better
20. Do you think JK Tyresfulfil the warranty terms and period with the customers?
a. Very good
c. average
b. Good
d. bad
21. How do you measure JK Tyres performance in manufacturing Tyres internally the best in the
organization?
a. Very good
c. Average
b. Good
d. Bad
c. Undecided
b. agree
e. Strongly disagree
d. Disagree
23. Overall how satisfied are you with the company tyres?
a. Strongly agree
c. Undecided
b. agree
e. Strongly disagree
d. Disagree
b. No
25. Are you comfortable with the performance of JK Tyres in your vehicle?
a. Yes
b. No
b. No
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66
If
yes,
specify
_____________________________________________________________________
_____________________________________________________________________
___________
Thank you
Signature
Date:
Place:
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67