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A STUDY ON CUSTOMER SATISFACTION WITH SPECIAL REFRENCE TO MAHINDRA BOLERO BY SANTOSH KUMAR SHARMA Regd. No. 08/48

A report submitted in partial fulfillment of the requirement of PGDM (2008-2010)

INSTITUTE OF COMPUTER & BUSINESS MANAGEMENT HYDERABAD

ICBM-SCHOOL OF BUSINESS EXCELLENCE

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INDEX Executive Summary………………………………………(2) Introduction……………………………………………… (4) Objective…………………………………………………..(8) Research Methodology…………………………………..(9) Scope and Limitation of Study………………………….(16) Company Profile…………………………………………(17) Product Profile…………………………………………...(29) Dealer Profile…………………………………………….(41) Data Analysis……………………………………………. (50) Finding……………………………………………………(61) Recommendation………………………………………...(63) Conclusion………………………………………………..(65) Bibliography …………………………………………… (67) Annexure…………………………………………………(70)
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ICBM-SCHOOL OF BUSINESS EXCELLENCE

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EXECUTIVE SUMMARY

Mahindra & Mahindra (M&M), the market leader in multi-utility vehicles in India. The company started manufacturing commercial vehicles in 1945. M&M is the leader by far in commercial vehicle and the second largest in the passenger vehicle market. The company is the world’s sixth largest medium and heavy commercial vehicle manufacturing. Mahindra is best known for utility vehicles and tractors in India, Its automotive division, the company's oldest unit (founded in 1945), makes jeeps and three-wheelers (not passenger "auto rickshaws," but utilitarian delivery and flatbed incarnations). M&M's farm equipment sector, formed in 1963 during India's green revolution, manufactures tractors and industrial engines. M&M also produces military vehicles. The company has facilities located throughout India. The survey involved gathering wide information about the company, its products, customer satisfaction and impact of various competitive firms on the company. From the information collected, various aspects were identified where the company needs to focus more to improve the efficiency...