Seminar Report - Copy

7/25/2019 Seminar Report - Copy

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A

SUMMER TRAINING REPORT

ON

An Study Of Customer Satisfaction at the Metaltech Automoiles

Gur!aon"

#or

Metaltech India P$T%&T'%

Sumitted in (artial fulfillment of the re)uirement for the a*ard of de!ree of

MASTER O# +USINESS A'MINISTRATION

,SESSION -./01/23

Sumitted to4 Sumitted y4

University School of Management Ajay Kumar Hooda

Kurukshetra University, Kurukshetra Roll no.3

M!A Sec"A #$%

&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

UNI$ERSIT5 SC6OO& O# MANAGEMENT

7URU7S6ETRA UNI$ERSIT58 7URU7S6ETRA8 6AR5ANA8 IN'IA1/92//:

,ESTA+&IS6E' +5 T6E STATE &EGIS&ATURE ACT ;II O# /:


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PRE#ACE

Summer 'raining is an integral (art of MASTER IN +USINESSA'MINISTRATION

,M+A3%As a (art of the curriculum student are re)uired to undergo *+ days training ith

re(uted organi-ation to learn the daily activity and if (ossile hel( the management study and

address some identified issue associated ith some s(ecific engagement area.

'he main (ur(ose of the training is to get e/(osure to the functioning of the

organi-ation%Metaltechis a constituent of 0om(anies estalished in 122 for 4esign 5

4evelo(ment of S(ecial customi-ed vehicles. 6ith the vast e/(erience and revolutioni-ed

conce(t of Service 7rovider 0om(anies, Metaltech entered into different segments of

Automoile 8ndustry to facilitate the customers

.

Metaltechis a com(any, hich elieves in (roviding )uality. 4ue to these features 8 did my

summer internshi( in Meatltechith the aim of getting e/(osure to the functioning of the

organi-ation.


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AC7NO=&E'GEMENT

4uring the entire covering of research (roject ork 8 have received endless hel( from my all

teachers ho encouraging me for develo(ing ideas and su((orting me in each and every ste(

for com(leting the hole (roject.

8 am greatly thankful to my research (roject guide A% Sharmafor assigning an innovative

(roject that develo(ed a feeling of fully (ractical ork.

8n fact no (roject could e com(leted ithout meaningful suggestions and guidance of A%

Sharmaho hel(ed me during my task and shared his (recious time ith me.

8 grateful 'hanks to Prof% + S +odla9chairman: U.S.M Kurukshetra University Kurukshetra%

8 oe my humle gratitude to all those treasures of knoledge that are e)ually res(onsile

for the successful com(letion of this task.

,A>A5 7UMAR 6OO'A3


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'EC&ARATION

8 A;A< KUMAR H==4A 4o 4eclare that the Research Re(ort entitled CONSUMER

SATIS#ACTION #OR META&TEC6 MOTORS P$T% &T'% CENTER IN

GURGAON" !eing sumitted to the KURUKSH>'RA U?8@>RS8''RA

for the (artial fulfillment of the re)uirement for the degree of Master of !usinessAdministration is my on endeavors and it has not een sumitted earlier to any institution

university for any degree.

Place4 1

'ate4 1

,A>A5 7UMAR 6OO'A3


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ORGANISATIONS CERTI#ICATE


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E;ECUTI$E SUMMAR5

8n this (roject, the main ojective is to develo( a detailed insight in to the customer

aareness and satisfaction of M>'AB'>0H (roducts in ?e 4elhi and ?0R hich ill

hel( in increasing my knoledge 5 thus im(rove my organi-ational ork e/(erience.

'his (roject is also very hel(ful 5 eneficial for all those (eo(le ho are keen to kno aout

automoile industry as groing sector of the usiness as our country is develo(ing at a good

velocity.

Here, velocity is stated ecause velocity is s(eed ith direction 5 the direction in hich our

economy is groing is (ositive.

4ata furnished in the (roject re(ort has een sourced (artially from internet and the rest has

een collected (rimarily through )uestionnaires hich ere filled y 1++ res(ondents in ?e

4elhi and ?0R.

'he first (art of the (roject is aout introduction to the Automoile 8ndustry, introduction to

M>'AB'>0H and >ffect of usage of alternative channels on customer satisfaction.

'he research design that has een used in the study is >/(loratory cum studyC research has

een carried out y using 7rimary and secondary data collection methods.


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IN'E;

Seria

lNo

Tale of Contents Pa!e%

No%

Preface

Ac?no*led!ement

'eclaration form

E@ecutie summary

Certificate

1. Cha(ter1/ 8ndustrial 7rofile 1

. Cha(ter1- 0om(any 7rofile +D

3. Cha(ter 19 Aout the 'o(ic +

. Cha(ter1 0 Research Methodology

D. Cha(ter1 < 4ata Analysis And 8nter(retation 2

*. Cha(ter12 Eindings,

0onclusion 5 Recommendation

D

F. Cha(ter1B Suggestions F

G. Cha(ter1 !iliogra(hy G

2. Cha(ter1: A((endi/ 2


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Inde@ of fi!ures

Tale no% #i!ure no% Pa!e no%'ale no. D.1.1 Eigure no. D.1.1 2

'ale no. D.1. Eigure no. D.1. 3+'ale no. D.1.3 Eigure no. D.1.3 31

'ale no. D.1. Eigure no. D.1. 3

'ale no. D.1.D Eigure no. D.1.D 33

'ale no. D.1.* Eigure no. D.1.* 3

'ale no. D.1.F Eigure no. D.1.F 3D

'ale no. D.1.G Eigure no. D.1.G 3*

'ale no. D.1.2 Eigure no. D.1.2 3F

'ale no. D.1.1+ Eigure no. D.1.1+ 3G

'ale no. D.1.11 Eigure no. D.1.11 32

'ale no. D.1.1 Eigure no. D.1.1 +'ale no. D.1.13 Eigure no. D.1.13 1

'ale no. D.1.1 Eigure no. D.1.1

'ale no. D.1.1D Eigure no. D.1.1D 3

'ale no. D.1.1* Eigure no. D.1.1*


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C6APTER1/41

IN'USTR5 PRO#I&E 41

/%/ INTRO'UCTION41

8ndia is one of the most im(ortant emerging automoile economies in the orld today.

7remier Automoile Btd. 97AB: earned the distinction of manufacturing the first car in the

country. Hindustan Motors 9HM:, hich started as a manufacturer of auto com(onents

graduated to manufacture cars in 122. 'hanks to the Bicence Rajhich restricted foreign

com(etitors to enter the 8ndian automoile market, 8ndian roads ere ruled y Hindustan

Motors and the 'ata from 7remier Auto Btd. for many of the initial years.

'he control im(osed on automoile makers related to (roduction ca(acity and distriution.

'he $=8 control even e/tended to fi/ation of (rices for automoile and dealer commissions.

'he three decades of the (assenger car industry in 8ndia u( to the early 12G+s, (roved to e

the Ddar? a!esD for the consumer, as his choice throughout this (eriod as limited to to

models Amassadorand Padmini. 8ts een a fairy long journey since 122 hen Metaltechmade its deut in the field of Automoile 0ustomi-ed Earication as a 7ro(rietorshi( Eirm.

8n the early G+s, a series of lieral (olicy changes ere announced marking another turning

(oint for the automoile industry. 'he very face of the industry as changed for ever in 122

ith the entry of (ulic sector different firms in the 8ndian automoile sector .

Metaltech Motors 7vt. Btd introduced SAR'A; in 122 (roviding a com(lete face lift to the

8ndian truck industry. 'his changed the industrys (rofile dramatically. Saraj Ma-da as

ell acce(ted y middle income grou(s in the country. Many com(anies have entered the

automoile manufacturing sector, to ta( the middle and (remium end of the industry. 'he


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ne entrants are Asho? &eyand8 Tata andMahindra in u((er end of economny car

market.

/%- IN'IAN MAR7ET P&A5ERS IN AUTOMO+I&ES41

/%-%/ AS6O7 &E5AN'41

'hey are the nd largest manufacturer of commercial vehicles in 8ndia, the th largest

manufacturer of uses in the orld and the 1*th largest manufacturer of trucks gloally.

6ith a turnover in e/cess of US I .3 illion 9+1"13: and a foot(rint that e/tends across D+

countries, e are one of the most fully"integrated manufacturing com(anies this side of the

gloe.

=ver F+ million (assengers use our uses to get to their destinations every day hile over

F++,+++ trucks kee( the heels of economies moving. 6ith the largest fleet of logistics

vehicles de(loyed in the 8ndian Army and significant (artnershi(s ith armed forces across

the gloe, e hel( kee( orders secure.

Head)uartered in 0hennai, 8ndia, our manufacturing foot(rint s(reads across the gloe ith G(lantsC including one at Ras Al Khaimah 9UA>:. =ur ;oint @enture (artners include ?issan

Motor 0om(any 9;a(an: for Bight 0ommercial @ehicles, ;ohn 4eere 9USA: for 0onstruction


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>)ui(ment, 0ontinental A$ 9$ermany: for Automotive 8nfotronics and the Alteams $rou(

for the manufacture of high"(ress die"casting e/truded aluminum com(onents for the

automotive and telecommunications sectors.

/%-%- TATA MOTORS41

'ata Motors Bimited is 8ndias largest automoile com(any, ith consolidated revenues of

8?R ,*,F2*crores 9US4 .+ illion: in +1"1D. 8t is the leader in commercial vehicles in

each segment, and among the to( in (assenger vehicles ith inning (roducts in the

com(act, midsi-e car and utility vehicle segments.

'he 'ata Motors $rou(s over *+,+++ em(loyees are guided y the mission Jto e (assionate

in antici(ating and (roviding the est vehicles and e/(eriences that e/cite our customers

gloally.J

>stalished in 12D, 'ata Motors (resence cuts across the length and readth of 8ndia. =ver G

million 'ata vehicles (ly on 8ndian roads, since the first rolled out in 12D. 'he com(anys

manufacturing ase in 8ndia is s(read across ;amshed(ur 9;harkhand:, 7une 9Maharashtra:,

Buckno 9Uttar 7radesh:, 7antnagar 9Uttarakhand:, Sanand 9$ujarat: and 4harad

9Karnataka:. Eolloing a strategic alliance ith Eiat in ++D, it has set u( an industrial joint

venture ith Eiat $rou( Automoiles at Ranjangaon 9Maharashtra: to (roduce oth Eiat and

'ata cars and Eiat (oertrains. 'he com(anys dealershi(, sales, services and s(are (arts

netork com(rises over *,*++ touch (oints, across the orld.

/%-%9 EIC6ER41


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EIC6ER9!S> D+D++,?S> >80H>RM=': incor(orated in 12G, is an8ndian automakercom(any ased in$urgaon, 8ndia.8t is a susidiary of volvoa>icher

Motors Bimited 9>MB: is the flagshi( com(any of the >icher $rou(, hich as a catalyst in

the green revolution in 8ndia ith the (roduction of 8ndiaLs first agricultural tractor in 12D2.

>MB is no a leading (layer in the 8ndian automotive s(ace. 8ts D+"D+ joint venture ith the

@olvo grou(, @> 0ommercial @ehicles Bimited, designs, manufactures and markets reliale,

fuel"efficient trucks and usesC and is leading the (ath in driving moderni-ation in

commercial trans(ortation in 8ndia and other develo(ing markets. >icher Motors also ons

the iconic Royal >nfield motorcycle usiness, hich leads the (remium motorcycle segment

in 8ndia. 'he oldest motorcycle com(any in continuous (roduction orld"ide, Royal

>nfield has itnessed a huge surge in demand in the recent (ast, and is charting its course to

e the leading (layer in the mid"si-e motorcycle segment gloally. >MBLs D+D+ strategic

joint venture ith US ased 7olaris 8ndustries 8nc., >icher 7olaris 7rivate Btd. is in start"u(

(hase, and is currently designing and develo(ing, and ill soon manufacture and sell a full

ne range of (ersonal vehicles. 8n +13, >icher Motors recorded its highest ever total income

of 8?R. F,++ crores 9US4 1. illion: and is listed on the !omay and ?ational Stock

>/changes.

/%-%06industan Motors &imited41
https://en.wikipedia.org/wiki/Bombay_Stock_Exchangehttp://www.bseindia.com/stock-share-price/x/y/505200/https://en.wikipedia.org/wiki/National_Stock_Exchange_of_Indiahttp://www.nseindia.com/marketinfo/companyinfo/companysearch.jsp?cons=EICHERMOT&section=7https://en.wikipedia.org/wiki/Automakerhttps://en.wikipedia.org/wiki/Automakerhttps://en.wikipedia.org/wiki/Gurgaon,_Indiahttps://en.wikipedia.org/wiki/Gurgaon,_Indiahttps://en.wikipedia.org/wiki/Gurgaon,_Indiahttp://www.bseindia.com/stock-share-price/x/y/505200/https://en.wikipedia.org/wiki/National_Stock_Exchange_of_Indiahttp://www.nseindia.com/marketinfo/companyinfo/companysearch.jsp?cons=EICHERMOT&section=7https://en.wikipedia.org/wiki/Automakerhttps://en.wikipedia.org/wiki/Gurgaon,_Indiahttps://en.wikipedia.org/wiki/Bombay_Stock_Exchange


13/62

Hindustan Motors Bimited as estalished during the (re"8nde(endence era at 7ort =kha in

$ujarat. =(erations ere moved in 12G to Uttar(ara in district Hooghly, 6est !engal, here

the com(any egan the (roduction of the iconic Amassador. >)ui((ed ith integrated

facilities such as (ress sho(, forge sho(, foundry, machine sho(, aggregate assemly units for

engines, a/les etc and a strong R54 ing, the com(any currently manufactures the

Amassador 91D++ and +++ cc diesel, 1G++ cc (etrol, 0?$ and B7$ variants: in the

(assenger car segment and light commercial vehicle 1"tonne (ayload mini"truck 6inner

9+++ cc diesel and 0?$: at its Uttar(ara and 7itham(ur (lants.

C6APETR1- 41

COMPAN5 PRO#I&E 41

-%/ Introduction 41

Metaltech Motor +odies Pt%&td%ith its 7lants at 8M' Manesar, $urgaon and $0 !aal

9Haryana:, is an 8S= " 2++1 ++G certified organi-ation, dedicated to Automoiled 8ndustry

undertaking variety of Automoile farication ork.

3

Metaltech (rovides total solution for the entire range of light comat armoured vehicles and

their derivatives for defense security forces. 8t has incor(orated state"of"the"art technology

in its farication ork at a reasonale cost.

!acked y the !ody !uilding >/(erience for nearly to decades Metaltech confidently

started develo(ing very s(ecial utility vehicles for security (ur(oses. 'he techno cres ent

through e/tensive technical training from Mahindra 4efence Systems 9M4S: and @R4>

9@ehicle Research 5 4evelo(ment: a ing of 8ndiaLs most (restigious 4R4= 94efence


14/62

Research 5 4evelo(ment =rgani-ation:. S(ecially for our !ullet 7roofing division through

M4S, e received technology transfer from 7lasanSasa, an 8sraili com(any engaged in

4efence Research 5 4evelo(ment activities for long.

-%- $ISION 4

Metal 'echLs @ision is to e the ?umero Uno in the field of7roject Managementas also the

to( notch 7>! Manufacturer in the country and make an im(act in the gloal market y

ringing together the est of all Resources in Man"(oer, 4esign 5 >ngineering,

Manufacturing and 7roject Management. Metal 'ech is to e recogni-ed as a !ench"mark in

the Automoile 8ndustry and also >70 Sector, and this is to e achieved through 7roduct

7erfection, >ngineering >/cellence, >/(erienced and enthusiastic teammanagement, and

!est 0ustomer Service0are in the 8ndustry. Metal 'ech is firmly committed to ensure 'otal

0ustomer Satisfaction throughy Su((lying7roductsServicesas (er 0ustomer Re)uirement

and 'imely 4elivery throughy uality Management Systems.

-%9 Core $alues

0ustomer =session

East, Ele/ile and Eirst Mover

8nnovation and 0reativity

?etorking and 7artnershi(

=(enness and Bearning

-%0 Technolo!ical Adanta!e

6e have introduced the su(erior 1* N Hy(ertech engines across the entire Metaltech

range. 'his ne technology harnesses the (oer of a rainy 1*"it com(uter to a fuel"

efficient "valve engine to create o(timum engine delivery. 'his means every

Metaltech oner gets the ideal comination of (oer and (erformance from his car.
http://www.metalandtech.com/services.htmlhttp://www.metalandtech.com/services.htmlhttp://www.metalandtech.com/preengineeredbuildings.htmlhttp://www.metalandtech.com/products.htmlhttp://www.metalandtech.com/services.htmlhttp://www.metalandtech.com/aboutus.htmlhttp://www.metalandtech.com/services.htmlhttp://www.metalandtech.com/preengineeredbuildings.htmlhttp://www.metalandtech.com/products.htmlhttp://www.metalandtech.com/services.htmlhttp://www.metalandtech.com/aboutus.html


15/62

=ur other innovation has een the introduction of >lectronic 7oer Steering 9>7S: in

select models. 'his results in etter and greater maneuveraility. 8n other ords, our

cars have ecome even more (leasurale to drive. maneuveraility. 8n other ords,

our cars have ecome even more (leasurale to drive.

-%< MI&ESTONE4

Metaltech Motor !odies 9Earication Unit: incor(orated in the year 122 ith the

vision to faricate high )uality customi-e vehicles and started ith registration in

Small Scale of 8ndustries, $ovt. of 8ndia.

8n the year 1222"+++, Under the 'ransfer of 'echnology from @ehicle Research 5

4evelo(ment >stalishment 9'est Ba of 4R4=, Ministry of 4efence:, 0om(any

started !ullet 7roofing and S(ecial 7ur(ose Earication.

8n the year +++"++1, 0om(any had a M.=.U ith Mahindra 4efece Systems, a unit

of Mahindra 5 Mahindra Btd., for farication of !ullet 7roof @ehicles 9!rand ?ame "

RAKSHAK:.

8n the year ++3"++, 0om(any got certification of 8S= 2++1+++.

8n the year ++*"++F, got registration of 4irector $eneral of uality Assurance

94$A:.

8n the year ++F"++G, 0om(any got registered ith 4irector $eneral of Su((lies and

4is(osal 94$S54:.

AUTO E;PO -./- 4


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Ms SMB 8SUOU Bimited and MetaltechMotors9eing Authorised 4ealer for 8SUOU

7roducts: jointly (artici(ated in Auto >/(o +1, ?e 4elhi to shocase 8SUOU

7roducts.

PARTICIPATE' IN 'E#E;PO-./.4

7artici(ation in international level defence e/hiition #4>E>P7= +1+% in Ee +1+

is another milestone achieved in the history of metaltech.

NE= =OR7S6OP IN 76I'7I'6U&A4

Metaltech Motors have introduced his ne fully com(uteri-ed srajma-da orksho( at

khidkidhula ?ear national highay no. eight , Add"joining $ro-tools, $urgaon . ith the

ca(acity of D"3+ uses re(air at the one time.

PARTICIPATE' IN 'E#E;PO-..

7artici(ation in international level defence e/hiition #4>E>P7= ++G% in Ee ++G is

another milestone achieved in the history of metaltech. 6e (resented our inde(endence

strength of (roducing high class vehicular farication as(ects of defence re)uirements in

front of 8ndian international market. Riot 0ontrol @ehicle 9@ajra:, 4isaster Humantarion

Relief Utilisation @ehicle 94HRU@:,Section 0arrying Armoured @ehicle 9S0A@:, 'eam

0arrying Armoured @ehicle 9'0A@:,Armoured @@87 0ar.

-%2 7E5 CUSTOMERSD &IST

MAH8?4RA 4>E>?0> S0UR8'< $UAR4S

7U?;A! 5 S8?4 !A?K

'A'A M='=RS B'4.

ARM< !AS> 6=RKSH=7, M>>RU'

4>BH8 7=B80>
http://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htmhttp://www.metaltechmotors.com/news.htm


17/62

4>E>?0> BA!, ;=4H7UR

!HARA' >B>0'R=?80S, $HAO8A!A4

!HARA' >B>0'R=?80S, 7U?>

AMRA7AB8 0ARR8A$> A$>?0>R0>

!A?K =E !AR=4A

ARM< $R=U7 8?SURA?0> EU?4 " ASHA S0H==BS

-%B Infrastructure

P&ANT 1 IMetaltech !ody Earication (lant is located at IMT Manesar8 Gur!aon8 km

far from 0a(ital of 8ndia, 4elhi and !aal, Reari, Haryana. 8ts s(read over *++++ s). ft. of

area having state"of the art facilities and highly trained and skilled man(oer to (roduce the

est )uality vechiles.

'he (re farication design section is e)ui((ed ith latest softare. 'o make the vehicle

ma/imum fuel efficient e incor(orate s(ecific material usage in the design stage. 'hen

comes farication de(artment. Batest 0old Rolling Mill Hydraulic 5 mechanical (resses and

other utility machines ith highly e/(erienced man(oer to uilt the vehicle.

P&ANT 1 II 'he second Earication Unit is located at Gro*th Centre +a*al ,'istt%

Re*ari3aout G+ kms from ?e 4elhi on 4elhi";ai(ur Highay. 'his has a uilt u( s(ace

of a((ro/. D+++ s) m. having Rolling Machine, an e/tended full length 7aint !ooth,

7hos(hating 7lant, State of the art Shoer 'est facility and sufficient s(ace around the

orksho( shed to undertake misc ork. A to storey administrative (ortion overlooks the

sho( flor for ade)uate monitoring of ork ith 00'@ as added feature. All re)uisite gadgets

and tools including heavy duty (resses, elding ending, cutting and other machines are

availale.

-% PRO'UCTS4


18/62

-%%/ ISUU &T/90 +US

ENGINE

Model * Hk1"'0 >UR="888 0om(liant Rear >ngine

'y(e

Eour 0ycle, * 0ylinders, =H09over head cam: 4irect 8njection, 6ater

0ooled 'uro 0harger ith 8nter 0ooler 5 >$R4is(lacement 9cc: FF2+Ma/. 7oer 3+ 7S Q D++ R7M

-%%- ISUU NFR +US

ENGINE

Model HK1PS, >uro 888 0om(liant

'y(e 0ylinder, =H0 9=ver head cam: direct injection, ater cooled turo

charger ith inter cooler and >$R4is(lacement 9cc: D123


19/62

Ma/. 7oer 1F+ 7S 91F K6: Q*++r(m

-%%9 ISUU TRUC7 1 IS/-T

ENGINE

Model HK1PS, >uro 888 0om(liant

'y(e 0ylinder, =H0 9=ver head cam: direct injection, ater cooled turo

charger ith inter cooler.

4is(lacement 9cc: D123Ma/. 7oer 11+ K6 Q *++ R7M

-%: Authorised 'ealer 1 MA6IN'RA MA6IN'RA4

Metaltechis Authorised 8nstitutional 4ealer for Mahindra Earm >)ui(ment

Sector dealing in com(lete range of Mahindra 'ractors for Sale, After Sale Service and

s(ares.

-%:%/ MA6IN'RA TRACTOR 'I-/


20/62

En!ine

>ngine H7 1D H7

7'= H7 1.D H(

?o. of 0ylinder 1

0a(acity 94is(lacement: G*3.D cc

Ma/imum R7M DD+ D+ r(m

Rated R7M 3++r(m

!ore Stroke 1++ mm, 11+ mm

0om(ression ratio 1G.D 1 9 1.+:

Air cleaner 6et ty(e

Ma/imum tor)ue at R7M D1 ?m D Q 13++ to 1D++ r(m.

0ooling 6ater 0ooledE87 Reci(rocating 7lunger ty(e (um(

-%:%- MA6IN'RA TRACTOR 'I -9


21/62

En!ine

>ngine 7oer 9H7:

0lutch Heavy 4uty Single 7late 4ry 'y(e

0om(ression Ratio 1F1

0ylinders 1

4is(lacement 9cc: 1F3D

Rated >ngine R7M 1*D+

-%:%9 MA6IN'RA TRACTOR 'I -2ngine 7oer 9H7: 3


0om(ression Ratio 1G1

0ylinders 3

4is(lacement 9cc: 1FGG

Rated >ngine R7M 3++

-%:%0 MA6IN'RA TRACTOR 'I -Bngine 7oer 9H7: 32


0om(ression Ratio 1G10ylinders 3

4is(lacement 9cc: 1G2


22/62

Rated >ngine R7M *++

Metaltech is having Mahindra Authorised Service 0entre 9MAS0: for SU@s likeScor(io, !olaro and others.

-%/. Automotie #arication

-%/.%/ RIOT CONTRO& $EC6I&ES

4esigned y 4R4= 5 4evelo(ed y us this Riot control vehicle is faricated on

[email protected] is suitale for rin!in! u( on similar other &C$ . 8t is useful for State

7olice and 7ara Military Eorces to control unruly mo, civil unrest, and riots and to remove

casualties. 'his vehicle is e)ui((ed ith s(ecial features like Multi 'ue Shell Baunchers in

front and rear to lo tear gas shell, >mergency light !ar ith 7A System for communication,>/ternal 5 8nternal Bighting arrangement ith A0 40 and 6ire Mesh (rotection on

glasses. 'he vehicle is having ca(acity to carry commander ith 1"armed (olice (ersonals.

8t is very suitale for maneuveraility in small lane congested areas having u(graded safety

5 security features, com(act house ty(e version of three"side control accessiility.

-%/O%- RAPI' INTER$ENTION $EC6I&E


23/62

'he Ra(id 8ntervention @ehicle 9R8@: is a com(act air(ort firefighting vehicle of the 0B

series,(articularly suitale for ra(id and safe o(eration in small air(orts and heli(orts. this

vehicle conce(t (roves its e/tensive ca(ailities in just a fe seconds. 8nnovative (roduct

solutions make it the (erfect all"rounder for any air(ort fire de(artment.

-%/.%9 RA7S6A7 ON MA6EN'RA

'he successful R$"31 Mine 7rotected @ehicle 9M7@:, manufactured in South African y

!a> Systems. Mahindra 4efence Systems ho(es to su((ly this M7@ to the 8ndian Army, and

manufacture it at its ne (lant near Earidaad.

-%/.%0 CAS6 $AN

8t is used in trans(ortingvaluales, such as large )uantities of money 9es(ecially for anks or

retail com(anies:. 'he armored car is a multifunctional vehicle designed to (rotect and ensure

the ell eing of the trans(orted individuals andor contents. 'he armored car is com(letely

ullet (roof and can ithstand e/treme degrees of heat.
http://www.rosenbauer.com/en/rosenbauer-world/vehicles/municipal-vehicles/cl.htmlhttp://www.rosenbauer.com/en/rosenbauer-world/vehicles/municipal-vehicles/cl.htmlhttp://www.rosenbauer.com/en/rosenbauer-world/vehicles/municipal-vehicles/cl.htmlhttps://en.wikipedia.org/wiki/Transporthttp://www.rosenbauer.com/en/rosenbauer-world/vehicles/municipal-vehicles/cl.htmlhttp://www.rosenbauer.com/en/rosenbauer-world/vehicles/municipal-vehicles/cl.htmlhttps://en.wikipedia.org/wiki/Transport


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-%/.%< CONTAINER

A refri!erated containeror reeferis anintermodal container9shi((ing container: used

inintermodal freight trans(ortthat is refrigeratedfor the trans(ortation of tem(erature

sensitive cargo. Refrigerated containers are ca(ale of controlling tem(erature ranging from

"3+0, "+0, "*D0 u( to 3+0, +0.

-%/.%2 AM+U&ENCES

Metaltech is faricating 0ustom designed Hi"tech amulances and Moile Medical Units as

(er re)uirements. Moile Hos(itals, Moile P"Ray @ans and Animal Hos(itals etc. are also

undertaken other then U("gradation of sus(ension, Air conditioning, 8nterior y A!S Eire,

Hydraulic Bift System, 4isaster rescue e)ui(ment (rovision etc. Metaltech has faricated

a((ro/. 1++ (lus Amulance Moile clinics.

-%/.%B +USES
https://en.wikipedia.org/wiki/Intermodal_containerhttps://en.wikipedia.org/wiki/Intermodal_containerhttps://en.wikipedia.org/wiki/Intermodal_freight_transporthttps://en.wikipedia.org/wiki/Intermodal_freight_transporthttps://en.wikipedia.org/wiki/Refrigerationhttps://en.wikipedia.org/wiki/Intermodal_containerhttps://en.wikipedia.org/wiki/Intermodal_freight_transporthttps://en.wikipedia.org/wiki/Refrigeration


25/62

ENGINE

>ngine 'y(e SB' 3 5 ?UM>RAB

4is(lacement 900: 3DD

Ma/. 7oer FD K6 Q 3+++ r(m T !S 888

Ma/. 'or)ue F+ ?m Q1FD+ +++ r(m T !S 888

-%/.% SECTION CAR55ING ARMOUN' $EC6I&ES

4evelo(ed on sraj Ma-da 64 all terrine ehicle suitale for rin!in! u( other similar

(rime moers . 'his !ullet(roof small troo( carrier hich can e used as a (ilot vehicle

officer vehicle ith security gateay vehicle hich can carry a section of 'en 91+: Heavily

Armed 7ersonals to cater any untoard attack. 'his vehicle is having ca(acity to ithstand

(rotection against Eire of AKF 5 SBR F.*. 'his Rugged com(act armored vehicle for multi(ur(ose use having firing facility from inside ith MM$ mount on roof ith hatch.

-%/.%: '6RU$

4isaster Humanitarian relief utili-ation vehicle is develo(ed on Saraj Ma-da suitale for

ringing u( on similar other B0@. 'his vehicle is designed 5 develo(ed to act as first

re(orting vehicle at site of any disaster to start immediate action of rescue 5 relief. 4river of


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this vehicle ith to technicians can o(erate all disaster rescue e)ui(ment housed in it and

three 7ara Tmedic memer team can handle casualty. 'he vehicle is designed to cater all ty(e

of disaster having high tech amulance facility, instant communication connectivity through

satellite antenna and can e im(roved endlessly y means of e)ui(ments and facility as (er

re)uirements. 'he vehicle is installed ith all ty(e of miniature e)ui(ments hether it is

handling fire, flood, accident or any other natural manmade calamity.

-%/.%/. TEAM CARR5ING ARMOUN' $EC6I&ES

4evelo(ed on 'ata Sumo 64 all terrine vehicle suitale for ringing u( other similar

vehicle.This +ullet(roof small troo( carrier *hich can e used as a (ilot ehicle H officer

ehicle *ith security gateay vehicle hich can carry a crack team of si/ Heavily Armed

7ersonals to cater any untoard attack to counter. 'his vehicle is having ca(acity to

ithstand (rotection against Eire of AKF 5 SBR F.*. 'his Rugged com(act armored

vehicle for multi (ur(ose use having firing facility from inside ith BM$ mount on roof ith

hatch 5 ith lot of o(tions i.e. run flat tyre, fuel tank (rotection, allistic car(et , $7s and

army fitment etc .

-%/.%// ARMOURE' $$IP CAR


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Armored @@87 car is develo(ed on Mahindra Scor(io 64 suitale for ringing u( on

similar SU@. 8t is an e/cellent vehicle for vulnerale senior officer @87s use. 7rotected from

AK F rifle it (rovides safe ride ith comfortale interiors. 'his is having ca(acity to carry

five memers. 8t can further loaded ith lot of o(tions i.e. run flat tyre, fuel tank (rotection,

allistic car(et, $7S, B04, Moile 0harger and army fitment etc. 'he same can e u( graded

u( to (rotection for SBR F.*mm ca(acity F.*mm.

-%// META&TEC6 S=OT ANA&5SIS41

STRENGT6

>arly mover Advantage

>stalished su((ly chains and dealer netorks.

Strong rand names

$ood re(utation among customers

0ost advantages from >conomies of scale.

Muscle (oer in government (olicies.

6ider service netork.

!etter service )uality.

=EA7NESS

Back of in house R54 s(ending.

Reactive in launching ne models

?o (resence in diesel engine segment hich is gives (ost (urchase fuel economy.

4isinvestment (olicy amiguity is (laying on future strategies

T6REAT

Shifts in consumer tastes aay from the firms (roducts.

>mergence of sustitute ne models y com(etitors.

4isinvestment (rocess getting sloer and decreasing efficiency.


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$overnment decreasing custom duties on second Hand cars.

'ata and Ashok Beyand getting hold in medium si-e segment.

OPPORTUNIT5

?e car can e launched.

!attery 0ars ith lo (rice.

4iesel variants of ne cars.

Huge installed ca(acity can e used for e/(orts from 8ndia.

Rising middle class income.

Einancing o(tions.

Second hand car sales market.

Auto (arts market.

C6APTER19 41

STU'5 O# T6E TOPIC 41


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9%/ Customer Satisfaction 41

Customer satisfactionis a term fre)uently used in marketing. 6hile its often areviated as

0SA', it is more correct to areviate it as 0Sat. 8t is a measure of ho (roducts and services

su((lied y a com(any meet or sur(ass customer e/(ectation. 0ustomer satisfaction is

defined as Jthe numer of customers, or (ercentage of total customers, hose re(orted

e/(erience ith a firm, its (roducts, or its services 9ratings: e/ceeds

s(ecified satisfactiongoals.J

8t is seen as akey (erformance indicatorithin usiness and is often (art of a!alanced

Scorecard. 8n a com(etitive market(lace here usinesses com(ete for customers, customer

satisfaction is seen as a key differentiator and increasingly has ecome a key element of

usiness strategy.

J6ithin organi-ations, customer satisfaction ratings can have (oerful effects. 'hey focus

em(loyees on the im(ortance of fulfilling customers e/(ectations. Eurthermore, hen these

ratings di(, they arn of (rolems that can affect sales and (rofitaility.... 'hese metrics

)uantify an im(ortant dynamic. 6hen a rand has loyal customers, it gains (ositive ord"of"

mouth marketing, hich is oth free and highly effective.J

J8n researching satisfaction, firms generally ask customers hether their (roduct or service

has met or e/ceeded e/(ectations. 'hus, e/(ectations are a key factor ehind satisfaction.6hen customers have high e/(ectations and the reality falls short, they ill e disa((ointed

and ill likely rate their e/(erience as less than satisfying. Eor this reason, a lu/ury resort, for

e/am(le, might receive a loer satisfaction rating than a udget motelVeven though its

facilities and service ould e deemed su(erior in asolute terms.J

9%- PURPOSE 41

J0ustomer satisfaction (rovides a leading indicator of consumer (urchase intentions and

loyalty.J J0ustomer satisfaction data are among the most fre)uently collected indicators of

market (erce(tions. 'heir (rinci(al use is tofoldJ

1. J6ithin organi-ations, the collection, analysis and dissemination of these data send amessage aout the im(ortance of tending to customers and ensuring that they have a

(ositive e/(erience ith the com(anys goods and services.J
https://en.wikipedia.org/wiki/Marketinghttps://en.wikipedia.org/wiki/Contentmenthttps://en.wikipedia.org/wiki/Key_performance_indicatorhttps://en.wikipedia.org/wiki/Key_performance_indicatorhttps://en.wikipedia.org/wiki/Balanced_Scorecardhttps://en.wikipedia.org/wiki/Balanced_Scorecardhttps://en.wikipedia.org/wiki/Balanced_Scorecardhttps://en.wikipedia.org/wiki/Marketinghttps://en.wikipedia.org/wiki/Contentmenthttps://en.wikipedia.org/wiki/Key_performance_indicatorhttps://en.wikipedia.org/wiki/Balanced_Scorecardhttps://en.wikipedia.org/wiki/Balanced_Scorecard


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. JAlthough sales or market share can indicate ho ell a firm is (erforming currently,

satisfaction is (erha(s the est indicator of ho likely it is that the firmLs customers

ill make further (urchases in the future. Much research has focused on the

relationshi( eteen customer satisfaction and retention. Studies indicate that the

ramifications of satisfaction are most strongly reali-ed at the e/tremes.J

3. Research also shos that a majority of the firms invest in measuring, monitoring, and

disseminating customer satisfaction informationC in fact, these authors found that

customer satisfaction research is one of the most idely conducted marketing

research activities in the firms.

. =n a five"(oint scale, Jindividuals ho rate their satisfaction level as D are likely to

ecome return customers and might even evangeli-e for the firm. 9A second

im(ortant metric related to satisfaction is illingness to recommend. 'his metric is

defined as J'he (ercentage of surveyed customers ho indicate that they ould

recommend a rand to friends.J 6hen a customer is satisfied ith a (roduct, he or

she might recommend it to friends, relatives and colleagues. 'his can e a (oerful

marketing advantage.: J8ndividuals ho rate their satisfaction level as 1, y contrast,

are unlikely to return. Eurther, they can hurt the firm y making negative comments

aout it to (ros(ective customers.

9%9 CONSTRUCTION 41

J0ustomer satisfaction is measured at the individual level, ut it is almost alays re(orted at

an aggregate level. 8t can e, and often is, measured along various dimensions. A hotel, for

e/am(le, might ask customers to rate their e/(erience ith its front desk and check"in


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service, ith the room, ith the amenities in the room, ith the restaurants, and so on.

Additionally, in a holistic sense, the hotel might ask aout overall satisfaction ith your

stay.LL

0ustomer satisfaction is an amiguous and astract conce(t and the actual manifestation of

the state of satisfaction ill vary from (erson to (erson and (roductservice to

(roductservice. 'he state of satisfaction de(ends on a numer of oth (sychological and(hysical variales hich correlate ith satisfaction ehaviors such as return and recommend

rate. 'he level of satisfaction can also vary de(ending on other o(tions the customer may

have and other (roducts against hich the customer can com(are the organi-ations (roducts.

Einally, all measures ca(tured oth affective and cognitive as(ects of satisfaction,

inde(endent of their scale anchors. Affective measures ca(ture a consumerLs attitude

9likingdisliking: toards a (roduct, hich can result from any (roduct information or

e/(erience. =n the other hand, cognitive element is defined as an a((raisal or conclusion on

ho the (roductLs (erformance com(ared against e/(ectations 9or e/ceeded or fell short of

e/(ectations:, as useful 9or not useful:, fit the situation 9or did not fit:, e/ceeded the

re)uirements of the situation 9or did not e/ceed:.

9%0 RATIONA&E O# T6E STU'541

8n todayLs intensely com(etitive, ra(idly changing and highly com(le/ environment

characteri-e y diminishing customer loyalty, the need to e market T focused and customer

centric is more critical than any other time in (ast. 8t is highly im(erative for every

organi-ation to retain and use valuale information aout their customer to enhance their

usiness strategies and (roduct and service offerings. 'oday, the key focus area of each

organi-ation is identification of a link eteen customer satisfaction and (erformance.

Hoever, satisfaction as the confirmation of e/(ectation has started to e conce(tuali-ing

almost as a threshold for customers. 'he delivery of satisfaction is the minimum the customer

e/(ects.

After com(leting the (rimary formalities for vocational training, the a((roach folloed for

the (roject as y .having deatale discussion on various to(ics ith the (roject guide, and

kee(ing in mind the total time duration G eeks, the (roject title #Study of the 0ustomer

satisfaction for Metaltech automoiles $urgaon% as decided. 7rimarily, the researcher as

given idea aout this (roject at M>'AB'>0H automoiles. After having very asic


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understanding aout its ojective and its im(ortance in the organi-ation, hel(ed in

understanding the (roject etter so as to make (latform for analysis.

'he ojective ehind making this (roject is to have the knoledge of the (ractices of

M>'AB'>0H Services y the Marketing 4e(artment. 'he enefits of (roduct )uality, safety

and cost consciousness have een fused and filli(ed in order to (resent the 8ndian (o(ulace

ith cars.

'he e/treme relevance of our rands in the 8ndian automoiles arena, in eat ith the

lifestyles and desires of our changing nation has made us the market favourites, for over to

decades. $aining ground from strength to strength, e are ins(irited no more than ever,to

(ush oundaries and con)uer ne hori-ons.


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C6APTER1041

Research Methodolo!y41

4.1 Meaning:-

'he ty(e of decision and s(ecification of a ork or taste is as im(ortant as its target and

achievement.

'he study aimed to (rovide the com(arative account regarding the total models of Metaltech

(roducts in the market. 8 found out the (osition and condition of selected models and various

things. Eor this (roject survey, 8 made the )uestionnaire and collected data from the journals,

internet, and maga-ines.

0%- Research41

Research can also e defined as scientific and systematic search to time information for

s(ecific to(ic.

0%9 Prolem Identification41

4efine the (rolem chosen for investigation such as"

9a: Analysis of after sales" services

9: Analysis the level of customer T satisfaction.

9c: Market share of different rands etc.

4.4 NEED FOR THE STUDY:-

1. The deeper the company understands of consumers needs and

satisfaction, the earlier the product or service is introduced ahead of

competition, the greater the expected contribution margin. Hence

the study is very important.

2. This study will help companies to customize the service and

product, according to the consumers need.


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. This study will also help the companies to understand the

experience and expectations of the existing customers.

4.5 SCOPE OF THE STUDY:-

This study is limited to the consumers with in !urgaon, "ew #elhi and

"$% Haryana city. The study will be able to reveal the preferences, needs,

satisfaction of the customers regarding the ban&ing services, 't also helpban&s to &now whether the existing products or services the are o(ering

are really satisfying the customers needs.

4.6 OBJECTIVE OF THE STUDY:-

To access the degree of satisfaction of the consumers

To have an insight into the attitudes and behaviors of customers.

To )nd out the di(erences among perceived service and

expected service.

To produce an executive service report to upgrade service

characteristics.

To understand consumers preferences.

0%B Research desi!n41

#Research design is the asic frameork hich (rovides guidelines for data collection and

data analysis% the researcher es(ecially (in (oint that to carryout research (ro(erly.

1: Ho the data ould e collected.


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: 6hich instrument for data collection ould e usedW

3: 6hat sam(ling (lan ould e used

'he data collection methods are asically of these ty(es" oservation, e/(erimentation and

survey. 8 used the survey method of data collection ecause in the Market Research method 8

can gather a ide range of valuale information on ehavior of consumers for (roduct.

Sources of information 7rimary 5 secondary 4ata.

0% Primary data4"

7rimary data is that hich data collect in ne y (rimary sources.

uestionnaire

>mail feedack

'ele(hone

8 used the survey method frank )uestionnaire ith general face"to"face interaction and email

feedack of consumers.

0%: Secondary data41

8 collected the secondary data from"

Maga-ines

;ournals

8nternet

Annual Re(orts

0%/. Sam(le sie


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Sam(ling (lan is to decide the (o(ulation for study. My total sam(ling for research is 1++ fr

om different areas of $urgaon and 4elhi ?0R.

0%// MET6O' O# 'ATA CO&&ECTION41

'o kno the res(onse, the researcher used )uestionnaire method. 8t has een designed as a

(rimary research instrument. uestionnaires ere distriuted to res(ondents and they ere

asked to anser the )uestions given in the )uestionnaire.

'he )uestionnaires ere used as an instrumentation techni)ue, ecause it is an im(ortant

method of data collection. 'he success of the )uestionnaire method in collecting the

information de(ends largely on (ro(er drafting. So in the (resent study )uestions ere

arranged and interconnected logically. 'he structured )uestionnaire ill reduce oth

intervieers and inter(reters ias.

Eurther, coding and analysis as done for each )uestionLs res(onse to reach into findings,

suggestions and finally to the conclusion aout the to(ic.

4.1 T!!"# $!% &a'a (!""e('i!n:-

Sam(lin! techni)ue 'he methodology ado(ted to collect the (rimary data as interie*

schedule8 *hich includes a structured )uestionnaire to e !ien to the res(ondents, theres(ondents ould e guided y the intervieer to fill the )uestionnaire and direct

oservation method as also ado(ted

Sam(le Sam(le denotes only a (art of the universe hich is studied .

Sam(le Sie Si-e of the sam(le means the numer of sam(ling units selected from the

(o(ulation for the investigation


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Analysis Techni)ues 'hese have een used to otain findings and arrange information in a

logical se)uence from the ra data collected. The tools that are used for analysis are

Charts8 Percenta!e etc%

0%/9 RESEARC6 PROCESS 41

0%/0 T5PES O# RESEARC6

Along ith this there may e 3 ty(e of research methodology these are "

'hey are T

>/(loratory Research

4escri(tive Research

0asual Research

#My research is ased on the e/(loratory research.%

>/(loratory Research


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#'he ojective of this research is to gather (reliminary information that ill hel( us to define

the (rolem and to suggest any hy(othesis.%

6hich means first e have to define the (rolem and research ojectiveW 'hen e have to

develo( the research (lan for collecting information. ?o after collection data e have to

inter(ret those data for any suggestions.

0%/< Tools for 'ata Anaylsis41

Analysis of data is a (rocess of ins(ecting, cleaning, transforming, and modelling, data ith

the goal of discovering useful information, suggesting conclusions, and su((orting decisison

making.

'here are different tools for the data analysis like the ar gra(hs, (ie charts, line gra(h,

ule, radar etc.

/% 8 have analy-ed the information through )uestionnaire

-% 8 have used different (ie charts for the (resentataion of the data hich 8 have collected

during my survey.

C6APTER1


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N)*+e% !$ C)#'!*e%#

*xcellent

!ood

+verage

nacceptable

Inter(retation41

8t as found that out of the total numer of customers the 3 found the delivery of vechile

>/cellent . G of them said that the delivery of the vechile as good , * of them said that the

delivery as average and the remaining 1 found it unacce(tale. =verall it as found that

the customers are highly satisfied ith the delivery services.

F- Aailaility of the s(are (arts for the serices J

,tale


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N)*+e% !$ C)#'!*e%#

*xcellent

!ood+verage

nacceptable

Inter(retation41

8t as found that out of the total numer of customers the 3 found the availaility of s(are

(arts >/cellent. D of them said that the availaility of s(are (arts as good , 31 of them said

that the availaility of s(are (arts as average and the remaining 1+ found it unacce(tale.

=verall it as found that the customers are highly satisfied ith the availaility of s(are

(arts.

F9 6o* much time is ta?en to re(air the echile y serice stationsJ

,tale no%


41/62

,fi!ure no%


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Total /..

,tale no%


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Aera!e /

Unacce(tale /9

Total /..

,fi!ure no%


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E@cellent -2

Good 9B

Aera!e /

Unacce(tale /9

Total /..

,fi!ure no%


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Scale of Measurement No% of customers

E@cellent


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,tale no%


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F: All the necessary re(airs doneJ

,tale no%


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F/. =hat ?ind of feedac? is as?ed from you after sericesJ

,tale no%


49/62

F// #acility of serice and maintenanceJ

,tale no%


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F/- After serice *hether the information has een collected from youJ

,tale no%


51/62

the feedack system is average and G found it unacce(tale. =verall it as found that the

customers are satisfied ith the feedack system after services.

F/9 =hat did they informed you after sericesJ

,tale no%


52/62

,fi!ure no%


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Scale of Measurement No% of customers

E@cellent .B

Good /-

Aera!e -9

unacce(tale 09

Total /..

,fi!ure no%


54/62

,tale no%


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F/2 As (er your satisfaction *ould you li?e to su!!est any one aout our

*or?sho( for the sericeJ

,tale no%


56/62

C6APTER1241

#indin!s and Conclusions41

2%/ #indin!s41

6hile other (eo(le give em(hasis to the after sale services the Metaltech give

im(ortance to oth services and customer satisfaction. uality and other features are

also a trait for the uyers. 'here is large no of customerLs are satisfied ith the (erformance of the services

centers and the orkers, data is concerned ith those customers ho are the e/isting

customers of Metaltech and data is also concerned ith ne customers. Servicing comes in after sales servicesC dealer (rovides these services to customers so

it is necessary for the dealer to (rovide the vehicle at (romised time ecause it makes

the relationshi( etter ith the customers. 'here should e good relation eteen customer and dealer ecause it hel(s to

increase the sales of com(any and also hel(s to satisfy the needs and ants of the

customers.

'here is im(ortant to kno that after sales services of the com(any shos the

customers satisfaction .

'ime to time feedack should e taken from the customers aout the services and

(erformance of the orkers at the orksho(s.

2%- CONCU&SIONS41

1. After analy-ing the )uestionnaire and studying the facts availale in the maga-ines. 8

can conclude that there is no controversy to tell that Metaltech is still the undis(uted

com(any in the automoile market. !ut the times are no coming, consumers

(erce(tions are also changing at a great (ace.

. 8n the market share of Metaltechin the automoile sector, there is a great contriution

of Mahindra motors (vt.ltd . !ut trends have changed no.


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3. After coming of Ashok Beyand and 'ata, (eo(le have a good choice due to changing

needs and demands of general (eo(le. 'hey ring ne conce(t in cars regularly. 8t

(rovides good )uality in various as(ects.. As eing the oldest com(any Metaltech have good market share in Automoile

sector.ut if e consider the age factor e find that other com(anies im(roved their

(osition in four heeler market and also (roviding etter after sale services to their

customers.D. Metaltech have a good market share in loer income grou(. !ecause, the (eo(le of

this income grou( have no choice SAR'A;, 7R>S'8$>, SU7>R, and SAMAR' are

the (o(ular rand in this segment. !ecause the four heeler is a success hile the

higher income grou( is considers four heeler is a necessary thing to these (eo(le ut

it also maintain their nature.Metaltech should (rovide different service station in

various cities for their valued customers.*. 'he highest income grou(Ls need is different.'he cost of maintaincedoesnot matter to

them so, s(ecial services should e (rovided to them. 'hese (eo(le (refer, generally

costly, good things according to there (restige.F. 6e all kno that the (roductive and endorsements of the four heeler is )uite high,

so it is difficult to maintain their )uality of after sale services thus it ecomes much

more im(ortant for the com(any to have a ste( head of its com(etitor y (roviding

etter after sales services. 'his can hel( the com(any to increase it sales and also to

make a customers rand loyalty.G. 8n four heeler market after sales services orks as a advertising tool.so, the

Metaltech should em(hasis on that (art also.

2%9 &imitations of the study41

8t as assumed that the information given y the res(ondents is authentic and est of

their knoledge.

Some of the vie given as com(letely vies y customers as they ere in a hurry

and ere not considered in the data analysis.

'he result of the study is a((licale to the survey area only.

'ime is also one of the im(ortant limitations.

4ull (rocess and unilling res(ondent also affect the result of the study.


58/62

C6APTER1:41

SUGGESTIONS41

1. 'here should e more efficient (lanning for satisfying customer needs.. Attractive offers should e given time to time, to increase customerLs interests

3. 'here should e easy (rocess of car servicing.. 'here should e more staff having e/(erience of automoile sector.D. 'he orkers at the station should have good knoledge.*. 'he mode of (ayment should e easy so that customers can feel convenient hile

making the (ayment.F. Metaltech should (rovide s(are (arts in the local market so that the customers can

uy them from anyhere and they donLt have to visit the orksho(.G. 'ime to time feedack should e taken from the customers not only after the sales

ut also the services of the (roducts.2. 0ustomers should e u(dated regularly aout the rules changed y the Metaltech

for the services (rovided at the orksho(s.

C6APTER141

+I+&IOGRAP6541


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8n order to (re(are my research (roject re(ort, 8 have gone through these ooks 5 maga-ines

7hili( Kotler Marketing Management

RamanujMa-oomdar 7roduct Management in 8ndia

?es 7a(ers

!usiness 'oday

.autocarindia.com

.metaltechmotors.com

C6APTER1:41

APPEN'I;41
http://www.metaltechmotors.com/http://www.metaltechmotors.com/


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