apolo tyre

8/18/2019 Apolo Tyre

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A summer training project report

on

“A STUDY ON CUSTOMER SATISFACTION

WITH REFERENCE TO

APOLLO TYRES”

Submitted By:

Priyanshu

Roll no.: 14249!!"

#or the partial $ul%llment $or the degree o$

&aster o$ Business Administration

'2!14(1)*

SHRI RAM COLLEGE OF MANAGEMENT

MUZAFFARNAGAR


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Decl!"!#on

+ Priyashu hereby declare that the summer training

project entitled 8A study on customer satis$action ith

re$erence to Apollo 7yres is on or, in the partial

$ul%llment o$ reuirement $or the degree o$ &.B.A. &aterial

contains this report neither pre/iously published or ritten

by any other person nor accepted $or the aard o$ any other

master degree by uni/ersity o$ higher learning.


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E%ec&#'e S&mm!"(

Apollo Tyres is a leading tyre manufacturer of India with subsidiaries in South Africa and Europe. The

company manufactures tyre for passenger cars, truck & bus, farm, off-the road, industrial and specialty

applications like mining. a!or brands are Apollo, "unlop, #ai$en, aloya, %egal and redestein.

The company is e'pected to benefit from a structural shift to radialisation and growth in the

automobile industry.

This report takes you through the (ompany information and a detailed S)*T Analysis of the

company in this report. The report pro+ides useful and comprehensi+e information about the company

This coupled with S)*T Analysis can be utili$ed for in+estment related decision.

A+,ll, at a Gla-

@ ;stablished in 192

@ A turno/er o$ S3 2 billion '+R 12 bn* as o$ #C 14(1=

@ A/ailable in o/er 1!! countries

@ /er 1)!!! employees

@ &anu$acturing $acilities in Asia and ;urope. -reen%eld in ungary.


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S-,+ ,f th r+,rt

(ompanys business profile at a glance

Aerial +iew of the companys financial performance

In depth analysis of arious actors affecting the growth of the company as well as sector as a whole

actors dri+ing growth, Issues & (hallenges

inancial comparison of the company with its peers

Ras,s t, /uy

To understand the +arious factors which are fuelling the growth and those which are/will be critical

for the companys performance in the near term

(omprehensi+e report co+ering all the aspects re0uired to understand the companys performance

weighing against the peers.


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Com)!n( P"o*le

The history of Apollo Tyres Ltd. is about a companys passion, determination and will t

surpass all obstacles and emerge as a leader in the Indian tyre industry. 1amed after the radian

Greek Sun God Apollo, the company has created a niche for itself in the Indian tyre marker. Afte

three decades of consistent growth, today, Apollo Tyres 2td. is Indias premier tyre manufacturing

company.

The companys license was obtained in 3456 by r. athew T arattukalam, 7acob Thoma

and his associates. In 3458 the company was taken o+er by "r. %auna0, #erala. The commercia

production began in 1977 with an installed capacity of 420,000 each of tyres and tubes.

High Peror!"n#e $o!p"ny Th"t %"kes &ndi"'s %ost (eli")le Tyres

Apollo Tyres 2td, with its corporate head0uarters in 9urgaon, India, is in the business of

manufacture and sale of tyres since its inception in 3456. *+er the years, the company has grown

manifold, establishing its footprint across the globe.

The company has manufacturing units in India and The 1etherlands. It is also setting up a new

manufacturing facility in :ungary, with a planned in+estment of ;85< million. The company markets

its products under its two global brands - Apollo and redestein, and its products are a+ailable in o+e

3== countries through a +ast network of branded, e'clusi+e and multi-product outlets.

At the end of its financial year on arch >3, 6=3


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Apollo tyres 2td. AtlF is an %s.6, B== crore, high performance company. In terms of si$e, it

second largest in India and 35th globally.

Apollo is built around the core principals of creating share holder +alue through reliability in

products and dependability in its relationship with its stake holders. Apollo tyres 2td. is a dynamic a

professionally managed organi$ation that is built on trust and transparency.

0isi,

*A le"der in the &ndi"n tyre industry "nd " signii#"nt glo)"l pl"yer, pro+iding #usto!er delig

"nd enh"n#ing sh"reholder +"lue.

The man who dares is the man who has dreamt GGGG At Apollo Tyres 2td., we firm

belie+e that no opportunity can be created without a proper plan. *ur efforts draw inspiration from t

+ision and the core +alues our +isionaries ha+e chalked - out for us.

ision and +alues that transcend the geographical, as well as the boundaries of the

mind.

Cecause we dare to dream, creating the best tyres in the world is not only our mission its our lifestyl

The one word that symboli$es all that we belie+e is $(-AT-.

0alus

• (ustomer irst

• Cusiness Ethics


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• (are for Society

• Empowerment

• (ommunicate *penly

• *ne amily


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P"od&c$ C!ego"( In Two W+eele"

Segmen


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In"od&c#on

The need to satisfy customers for success in any commercial enterprise is +ery ob+ious. The income

of all commercial enterprise is deli+ered from the payments recei+ed for the products and ser+ic

supplied to its e'ternal customers. If there are no customers, there is no income and there is no

business. In other words customer is the pi+otal point for the e'istence of commercial establishment.

Thus the core acti+ity of any company is to attract and retain customers. It is therefore no

surprise that Peter ruker the renowned management 9ury, has saidH to satisfy the customer is th

mission and purpose of e+ery business.

The main ob!ect of e+ery organi$ation is to earn more profit, to achie+e this ob!ect

organi$ation should increase its sales by getting more customer and the only way to get more custom

is that the organi$ation should pro+ide e'pected satisfaction to the customers.

:ere the word customer satisfaction means Jthe utility which customer e'pect from

product and when a customer get e'pected utilities it is called as customer satisfaction.

AK*22* manufactures the largest range of tyres in India and en!oys the highest bra

preference for superior 0uality, company manufactures the largest range of tyres in India and is

market leader with the largest market share it tyre industry.

Since 348 AK*22* tyres has consistently been chosen as oem fitment by almost e+ery ma

car manufacturer in India apart from tyres AK*22* also manufacturer con+eyor belts, pretreads a

ad+anced polyurethane paints.

:ere e+ery customer of AK*22* is getting satisfaction and it may analy$ed by the follow

information


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• AK*22* own 1o. 3 award for customer satisfaction by 7." Kower Asia pacific for 6==3&6=

• It is also created good brand name in other countries also, and it is the first Indian company

e'port tyres to the ?S, the +ery birthplace of tyre technology. It is the first company in India

manufacture and market 1ylon tyres passenger tyres commercially.

• AK*22* is pro+iding huge number of products to the customer as per the re0uirement a

need.

• They pro+ide more warranties to the customers and it will shows that the company h

confident on its product.

So as per the abo+e information it found that the customer satisfaction towards AK*22* tyres is goo


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Stat1t ,f th +r,/l1s2

• Krofit earning has become one of the important ob!ecti+es of each and e+ery company.

• It is +ery easy to attract new customers but retaining old customer is too difficulty only the

satisfied customer will remain loyal to the firm brands.

• A person enters a showroom when he wants to purchase tyres, but before purchasing tyres he

consults so many persons about tyre. 2ike about price, 0uality, ser+ice etc, and then he make

decision to purchase.

• If he finds any problem with tyres, he may change his positi+e attitude into negati+e attitude

towards tyres gi+en by the showroom.


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The study is purely based on the sur+ey conducted in 9urgaon city and has focused

customers. The study co+ers the information about the mind set which may +aries from situation

where the respondents may not be able to gi+e re0uired and accurate information.

LIMITATIONS2

3. "ue to respondents busy schedules, the interests shown by respondents to answer

0uestionnaire may be less. This may ha+e resulted in collecting inaccurate information.

6. "ue to time and cost constraint the sample si$e selected is 3==.

>. The selected sample si$e is small as compared to the total number of customers. :ence the obtain

result may not be accurate as it may not represent the whole population.

8. The pro!ect is open for further impro+ement of the work.


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Re$e!"c+ me+odolog(

%esearch methodology is a way to systematically sol+e the research problem. It may be understood a

science of studying how research is done scientifically. In it we study the +arious steps that a

generally adopted by a researcher in studying his research problem along with the logic behind them

is necessary for the researcher to know not only the research methods or techni0ues but also t

methodology.

Rsar-h Dsi62

T"rget Popul"tion/ Kopulation of the research is the consumers who are well aware of the tyres an

who are abo+e 3 years of age.

(ese"r#h esign / "escripti+e %esearch

S"!pling unit/ Same as the sample element.

S"!pling Te#hniue/ (on+enience sampling like personal inter+iew, telephone sur+ey, mail sur+

S"!ple Sie / 3


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Data S,ur-s2

Pri!"ry Sour#eL Muestionnaire

Se#ond"ry Sour#esL Cooks like arketing %esearch by #othari %(

7ournals

)ebsites

%eports


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L#e"!&"e Re'#ew

Cust,1r satisfa-ti,

In a competiti+e marketplace where businesses compete for customers, customer satisfaction is seen

a key differentiator and increasingly has become a key element of business strategy.

Masuri6 -ust,1r satisfa-ti,

*rgani$ations are increasingly interested in retaining e'isting customers while targeting non-

customersH measuring customer satisfaction pro+ides an indication of how successful the organi$ation

is at pro+iding products and/or ser+ices to the marketplace.

(ustomer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state o

satisfaction will +ary from person to person and product/ser+ice to product/ser+ice. The state of

satisfaction depends on a number of both psychological and physical +ariables which correlate with

satisfaction beha+iors such as return and recommend rate. The le+el of satisfaction can also +ary

depending on other options the customer may ha+e and other products against which the customer ca

compare the organi$ationNs products.

Cecause satisfaction is basically a psychological state, care should be taken in the effort of 0uantitati+

measurement, although a large 0uantity of research in this area has recently been de+eloped. )ork do

by Cerry Cart AllenF and Crodeur between 344= and 344 defined ten NMuality aluesN which influen

satisfaction beha+ior, further e'panded by Cerry in 6==6 and known as the ten domains of satisfactio

These ten domains of satisfaction includeL Muality, alue, Timeliness, Efficiency, Ease of Access,

En+ironment, Inter-departmental Teamwork, ront line Ser+ice Ceha+iors, (ommitment to the


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(ustomer and Inno+ation. These factors are emphasi$ed for continuous impro+ement and

organi$ational change measurement and are most often utili$ed to de+elop the architecture for

satisfaction measurement as an integrated model. )ork done by Karasuraman, Oeithaml and Cerry

2eonard 2F between 34< and 34 pro+ides the basis for the measurement of customer satisfaction

with a ser+ice by using the gap between the customerNs e'pectation of performance and their percei+e

e'perience of performance. This pro+ides the measurer with a satisfaction PgapP which is ob!ecti+e a

0uantitati+e in nature. )ork done by (ronin and Taylor propose the Pconfirmation/disconfirmationP

theory of combining the PgapP described by Karasuraman, Oeithaml and Cerry as two different

measures perception and e'pectation of performanceF into a single measurement of performance

according to e'pectation. According to 9arbrand, customer satisfaction e0uals perception of

performance di+ided by e'pectation of performance.

The usual measures of customer satisfaction in+ol+e a sur+ey with a set of statements using a 2ikert

Techni0ue or scale. The customer is asked to e+aluate each statement and in term of their perception

and e'pectation of performance of the organi$ation being measured.


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I1+r,4i6 Cust,1r Satisfa-ti,

Kublished standards e'ist to help organi$ations de+elop their current le+els of customer satisfaction

The International (ustomer Ser+ice Institute TI(SIF has released The International (ustomer Ser+i

Standard TI(SSF. TI(SS enables organi$ations to focus their attention on deli+ering e'cellence in t

management of customer ser+ice, whilst at the same time pro+iding recognition of success through

>rd Karty registration scheme. TI(SS focuses an organi$ations attention on deli+ering increased

customer satisfaction by helping the organi$ation through a Ser+ice Muality odel.

TI(SS Ser+ice Muality odel uses the < KNs - Kolicy, Krocesses, and Keople, Kremises,

Kroduct/Ser+ices, as well as performance measurement. The implementation of a customer ser+ice

standard should lead to higher le+els of customer satisfaction, which in turn influences customer

retention and customer loyalty.


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D!! An!l($#$ !nd #ne")"e!#on

This chapter includes the analysis and interpretation of the collected data.

Statistical tools are applied like simple percentage methods were it is used to classify the respondents

)eighted a+erage method and (hi-s0uare test is used to identify the attitude of the (onsumers to

certain factors on selecting the particular one, interpretation were made on the basis of the result if

analysis.

AGE GROUP OF RESPONDENTS

The following table represents the age group of respondents under the study.

TA3L- 1

TA3L- SH5&6G AG- G(P 8 (-SP6-6TS

S.6 Age 6o. o (espondents

3 6< Q >< >= 6=

6 >< Q 8< 5 Abo+e 8< 86 6

Total 3


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&6T-(P(-TAT&6/

The table re+eals that out of 3>D of them are SS2(, >6D of

respondents are :.Sec 3D of them are degree/diploma :olders, .B5D of the respondents are others

:ence, it is concluded that 83.>>D of the respondents are SS2(.

$HA(T 2

$HA(T SH5&6G TH- -$AT&6 :AL&8&$AT&6 8 TH-

(-SP6-6TS

EDUCATIONAL QUALIFICATION

Others

Degree/Diploma

HS

SS


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The following table re+eals the occupation of respondents.

TA3L- ;

TA3L- SH5&6G TH- $$PAT&6 8 (-SP6-6TS

S.6 ##up"tion 6o. o (espondents

3 Krofession 36

6 Cusiness 335 5

> *thers 63 38

Total 3


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A66AL &6$%-

The below table represents the annual income of respondents, the income le+el classified as b

%s.


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The table re+eals that out of 3D of respondents belong to the income le+el of %s. 3=

and abo+e.

:ence, it is concluded that ma!ority of the respondents belongs to the Income le+el of %s.


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The following table represents the +ehicle owned by respondents. The sur+ey conducted only

bus and lorry owners.

TA3L- =

TA3L- SH5&6G TH- (-SP6-6TS

S.6 >

6 2orry D of the respondents owing bus and


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6AT(- 8 3S&6-SS

The following table represents the nature of business of the respondents.

TA3L- ?

TA3L- SH5&6G 6AT(- 8 3S&6-SS 8 TH- (-SP6-6TS

S.6 6"ture o 3usiness6o. o

(espondents

3 Cus Transport B6 83.>>

6 2orry Transport D of the respondents doing bus Transport


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L-6GTH 8 S-( years, 8-5 years and abo+e years.

TA3L- 7

TA3L- SH5&6G L-6GTH 8 S-( years 68 3B

6 8-5 years > .>>

> Abo+e years 8> 6.B5

Total 3>D of them are 8-5 years and 6.B5D of them are abo+e years.

It is concluded .>>D of the respondents are 8 Q 5 years.


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$HA(T 7

$HA(T SH5&6G L-6GTH 8 S-(


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S($- 8 3>&6G

The following table represents the source of buying of respondent

TA3L- @

TA3L- SH5&6G TH- S($- 8 3>&6G

S.6 Sour#e 6o. o (espondents

3 "ealer 3>= B.B5

6 (ompany 6= 3>.>>

Total 3>D of the respondents are buying from company.

:ence it is concluded that B.B5D of the respondents are buying through dealer.

$HA(T @

$HA(T SH5&6G TH- S($- 8 3>&6G

SOURCE OF BUYING

13.

Dealer ompa%

8".3(A6 8 T>(-S


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The following table represents the brand of tyres possessed by the respondents.

TA3L- 9

TA3L- SH5&6G 3(A6 8 T>(-S PSS-SS- 3> TH- (-SP6-6TS

S.6 3r"nd 6o. o (espondents

3 Apollo 48 B6.B5

6 % 66 38.B5

> 7.#.Tyre >

8 "unlop 8 6.B5

< 9ood year >

B (eat 38 4.>>

Total 3


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$HA(T 9

$HA(T SH5&6G 3(A6 8 T>(-S PSS-SS- 3> TH- (-SP6-6TS

BRAND OF TYRES

"0 62(6"

60

50

30

20

10 14(6"

5(33 2(6" 5(33

)(33

0 Apollo + ((re D'%lop oo eat ear

TYRE

(-8-(-6$- G(P

The following table represents the factors influencing buying decision of the respondents to b

Apollo tyres.

TA3L- 10TA3L- SH5&6G TH- (-8-(-6$- G(P8 (-SP6-6TS

T 3> APLL T>(-S

S.6 (eeren#e Group 6o. o (espondents

3 Ad+ertisement - -

6 riends >B 68

> echanics 5B 6>

Total 3


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respondents are influenced by the mechanics, 6>D of respondents are influenced by the company

salesman.

:ence it is concluded that ma!ority of the respondents are influenced by mechanics to buy t

tyre APLL T>(-S

BUYING DECISION OF THE APOLLO TYRES

60

50

40

PERCENTA 30 50(6"GE

2024 25(33

10

0rie%s e7ha%i7s ompa%,

sales ma%

PEOPLE


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P-(& 8 S&6G APLL T>(-S

The following table represents the period of using Apollo tyres by respondents.

TA3L- 11

TA3L- SH5&6G P-(& 8 S&6G APLL T>(-S 3> (-SP6-6TS

S.6 Period 6o. o (espondents

3 2ess than > years 6> 3B

6 8 Q 5 years >

> Abo+e 5 years 8> 6.B5

Total 3 years, .>>D

them are 8 Q 5 years, and 6.B5D of them are abo+e 5 years.

:ence it is concluded that ma!ority of the respondents are 8 Q 5 years .>>D.

$HA(T 11


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$HA(T SH5&6G P-(& 8 S&6G APLL T>(-S 3> (-SP6-6TS

PERIOD OF USING

60 55(33

50

PERCENTA40

28(6"

GE

30

20 16

10

0

!ess tha% 4 – " ears Above "

3 ears ears

YEAR


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APLL %-L

The following table shows which Apollo model mostly preferred by respondents.

TA3L- 12

TA3L- SH5&6G TH- APLL %-L 5H&$H %STL> P(-8-((-

3> (-SP6-6TS

&6T-(P(-TAT&6/

rom the table it is inferred that, 36.B5D of respondents buy amar, >5.>>D of respondents bu

RT Q 4 and >D of respondents buy Apollo delu'e.

It is concluded that ma!ority of respondents are preferred to buy amar 88.B5D.

$HA(T 6o 12

S.6 %odel 6o. o (espondents

3 "elu'e 34 36.B5

6 Amar B5 88.B5

> RT Q 4 5.>>

8 Apollo delu'e >

Total 3


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$HA(T SH5&6G TH- APLL %-L 5H&$H %STL> P(-8-((-

3> (-SP6-6TS

MODEL OF THE TYRE

50

P E R C E N T A G E

40

30

20

10

0

Del'9e Amar : – ) Apollo el'9e

TYPE OT THE TYRE

8A$T(S &68L-6$&6G T 3> APLL T>(-S

The following table represents the factors influencing to buy Apollo tyres of the respondents.

TA3L- 1;

TA3L- SH5&6G TH- 8A$T(S &68L-6$&6G T


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THE FACTORS INFLUENCING TO BUY

APOLLO TYRES

+oa7o%itio%

13. ileage23.

#ri7e 8.

D'ratio%

26. ;'alit

30.

L-


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TH- -AL-(

S.6S"tis"#tion o

6o. o (espondents

e"ler

3 "issatisfied 8 >6

6 Satisfied 8.B5

> :ighly satisfied >.>>

Total 38.B5D of respondents state that the medium satisfaction about

dealer, >>.>>D of the respondents state that high satisfaction about the dealer.

:ence it is concluded that ma!ority of the respondents state that the medium le+el satisfacti

about the dealer >8.B5D.


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$HA(T 14

$HA(T SH5&6G L-


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$HA(T 1=

$HA(T SH5&6G L-(-

OPINION ABOUT THE TYRE

25.

33.

Dissatis$ie

Satis$ie

Highl satis$ie

42.

PST P($HAS-The following table represents the opinion of the respondents of post purchase.

TA3L- 1?

TA3L- SH5&6G TH- PST P($HAS- (-$%%-6

T A6> TH-(

S.6 (e#o!!end 6o. o (espondents

3 es 3>= B.B5

6 1o 6= 3>.>>

Total 3


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&6T-(P(-TAT&6/

rom the table it is inferred that B.B5D of respondents are recommended to others and 3>.>>

of the respondents are not recommended.

It is concluded that ma!ority of the respondents are recommended to others to buy Apollo tyre

$HA(T 1?

$HA(T SH5&6G TH- PST P($HAS- (-$%%-6

T A6> TH-(

POST PURCHASE/ RECOMMEND TO ANY

OTHER

13.

es


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3>&6G &6 8T(-

The following table represents the opinion of respondents about the buying beha+ior in future

TA3L- 17

TA3L- SH5&6G TH- 3>&6G &6 8T(-

S.6 &n 8uture 6o. o (espondents

3 es 3=8 B4.>>

6 1o 8B >=.B5

Total 3>D of the respondents re+ealed that going to buy in future. >=.B5D of the respondents ar

not going to buy.

Thus it is concluded that out of 3>D.

$HA(T 17

$HA(T SH5&6G TH- 3>&6G &6 8T(-

BUYING IN FUTURE

31.

es


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P(3L-% 5&TH -AL-(

The following table represents the respondents problem with dealer.

TA3L- 1@

TA3L- SH5&6G TH- (-SP6-6TS P(3L-% 5&TH -AL-(

S.6 Pro)le! in de"lers

6o. o

(espondents

3 es 3>6

6 1o 3 36

Total 3


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$HA(T SH5&6G TH- (-SP6-6TS P(3L-% 5&TH -AL-(

PROBLEM WITH THE DEALER

12.

es


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-AL-(S (-SP6S-

The following table represents the opinion of the respondents if any problem with

dealer.

TA3L- 19

TA3L- SH5&6G TH- -AL-(S (-SP6S- T (-SP6-6TS

S.6 (esponse 6o. o (espondents

3 Kromptly B= 8=

6 Celatedly 54 1e+er respondent 33 5.>>

Total 3D of them are saying ne+er respond.

:ence it is concluded that ma!ority of the respondents state that dealer response is belatedly


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$HA(T 19

$HA(T SH5&6G TH- -AL-(S (-SP6S- T (-SP6-6TS

DEALERS OF THE RESPONDENTS

".

40. #romptl

&elatel


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$HA(T 19

$HA(T SH5&6G TH- -AL-(S (-SP6S- T (-SP6-6TS

DEALERS OF THE RESPONDENTS

".

40. #romptl

&elatel


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$%PLA&6T 5&TH TH- T>(-S

The following table represents the complaint with the tyres.

TA3L- 20

TA3L- SH5&6G A6> $%PLA&6T 5&TH TH- T>(-S

S.6 $o!pl"int 6o. o (espondents

3 es 335 5

6 1o >> 66

Total 3


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$HA(T 20

$HA(T SH5&6G A6> $%PLA&6T 5&TH TH- T>(-S

COMPLAINT WITH THE TYRES

22.

es


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$%PLA&6TS S-TTL-%-6T

The following table represents the complaint sol+ed how.

TA3L- 21

TA3L- SH5&6G TH- $%PLA&6TS S-TTL-%-6T

S.6 -du#"tion 6o. o (espondents

3 %eplacement 8.B5

6 Cy ser+ice 4 B>

> Cy refund of money - -

Total 38.B5D of respondents are saying by replacement and B>D of respondents are saying b

ser+ice.

:ence its concluded that ma!ority of the respondents state that the ser+ice B>D.


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$HA(T 21

$HA(T SH5&6G TH- $%PLA&6TS S-TTL-%-6

COMPLAINTS SETTLEMENT

"0

60

50

65(33PERCENTAGE40

3034(6"

20

100

+epla7eme%t & servi7e

SERVICE


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STAT&ST&$AL T-ST

$H&BS:A(- T-STB1

To determine whether there is significant difference between recommendation and percentage of othe

satisfaction le+el.

:oL There is no significant different between recommendation to others and satisfaction le+el

:3L There is significant different between recommendation to others and satisfaction le+el

%ecommendation es 1o Total

:ighly satisfied 8< 8 84

satisfied

dissatisfied 64 4 >

total 3>= 6= 1=0


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$H&BS:A(- T-STB2

To determine whether there is significant difference between recommendation and percentage

of other satisfaction le+el.

:oL There is no significant different between buying in future and satisfaction le+el. :3L There is

significant different between buying in future and satisfaction le+el.

(e#o!!end"tion >es 6o Tot"l

Highly s"tisied 84 = 84

S"tisied 88 34 B>

iss"tisied 33 65 >

Tot"l 3=8 8B 1=0


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The following table represents the rank order for brands the rank was calculated by using

weighted a+erage method.

>w'

Total 1umber of %espondents>w

TA3L- 22

TA3L- SH5&6G (A6E (-( 8( 3(A6S

S.6 3r"nd 1 2 ; 4 = ? 5eighted ("nk

A+er"ge3 Apollo 54 66 84 - - - = - - - 8.5 6

> (EAT >4 36 8 36 >= >.3 >

89**"

6 3= - 45 6B 3< 6. <EA%

<7.#.

34 B >6 >= >6 >3 >.=8 8tyre

B "unlop > 5 33 64 B >6 6.>8 B

&6T-(P(-TAT&6/

The method implies that Apollo getting highest importance and ranked one.

.%.. and (eat ranked as second and third.


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(A6E (-( 8( T>(-S

The following table represents the rank order for Tyres the rank was calculated by using

weighted a+erage method.

>w'

Total 1umber of %espondents>w

TA3L- 2;

TA3L- SH5&6G (A6E (-( 8( 8-AT(-S 8 APLL

P(-8-(-6$-

S.6&te!s 1 2 ; 4 = ?

5eighted("nk

A+er"ge

3 %ood grip 54 > - - - 3

6 E'tra mileage >= 4 66 - - - Krice consumption 86 >= 36 >4 38 66 >.4 >

8 Attracti+e packaging - > 34 64 6 6.3 > 8> 6.6> <

&6T-(P(-TAT&6/

The method implies that features of Apollo tyre preference road grip are ranked one. E'tra

mileage and price consumption ranked as two a three.


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F#nd#ng$

•

• < Q 8< age group.•

• 83.>>D of the respondents are SS2(.

•

• 5D of the respondents are doing business.

•

• >=.B5D of the respondents belong to the income le+el of %s >D of the respondents are influenced to buy Apollo tyres by Muality.

• >8.B5D of respondents are medium le+el satisfaction about the tyres.

• 86D of respondents are medium le+el satisfaction about the tyres.

• B.B5D of respondent are recommending to others to buy Apollo tyres.

• B4.>>D of respondents are going to buy Apollo tyres in future.

• D of respondents are not ha+ing problem.

• D of respondents are saying complaints are sol+ed by ser+ice.

• The respondents are mostly preferred Apollo Tyres.

• The respondents are highly preferred rood grip of the tyres.


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S&gge$#on$

rom the abo+e study, the sale of Apollo tyres is through 0uality, durability and mileage. As

plays +ery important role among the respondents. As such it is suggested that the title mo

concentration can be made an Muality, durability and mileage to achie+e a good percentage of targ

E+en though the design does nt ha+e any direct influence on the sale of Apollo tyres, then dea

should also promptly sol+e the Mueries of the customer. This makes more sales.

Some concession should gi+e to the mechanics, because most of (ustomer are influenced

mechanics to by Apollo tyres.

The company can better impro+e its 0uality by making more durable (ompotators tyres.

"ealer should satisfy the customer needs promptly in an effecti+e manner, the

dealer should be customer friendly. So that the dealer can impro+e sales +olume. The

company should produce better 0uality product with minimum price and

should increase durability,. %oad grip etc., of the tyres, this can impro+e the sales +olume.

The dealer should be made more effecti+e in pro+iding instructions to the customers to meet o

the competitors.


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Concl&$#on

Satisfaction of customer is essential for retention of customers and continuing sales of t

product and ser+ice of the company to these customers. This is the establishment need for and

prime importance of satisfaction.

The study will surely help the organi$ation to understand its customer and their re0uireme

the e'pectations of customers from dealers and Apollo tyres are clearly e'plained in the pro!ect. T

study also portray the Apollo tyres the position in the minds of customers among other brands of tyre

The study will be the one of the tool for the decision makers of the company.


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0#,l#og"!)+(

3. #othari.%. Q %esearch ethodology, ethods and Techni0ues, )iley Eastern2td., 1ew "elhi

6. Khilip #otler Q arketing anagement, Si'th Edition 344=F.

>. Khilip #otler Q arketing anagement, Analysis Klanning, Implementation and

control, Krentice :all of India Kri+ate 2td.,

8. Sharma ".". Q arketing %esearch, Krinciples Applications and cases,Sultan chand &

(o., 1ew "elhi.


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A))end#%

:-ST&66A&(-

A ST> 6 $ST%-( SAT&S8A$T&6 6 APLL T>(-S Ple"se F the

Appropri"te Anser Sin#erely

&. P-(S6AL ATA/

3.1ame L

6.Age L

>. Education L AF SS2( W X CF :.Sec W X

(F "egree/"iploma W X "F *thers W X

8. *ccupation L AF Krofession W X CF Cusiness W X

(F *thers W X


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5. :ow did you hear about Apollo tyresY

AF Ad+ertisement W X CF riends W X

(F echanics W X "F (ompany Q Sales man W X

:ow long you are using Apollo tyresY-------------------------------------

If you buy Apollo tyres, which model you buyY ----------------------------

)hat factor influenced you the most in buying Apollo tyresY

AF ileage W X CF Muality W X (F "uration W X

"F Krice W X "F %oad (ondition W X

33. :ow long you ha+e relationship with dealersY --------------------------------

&&&. SAT&S8A$T&6 A3T TH- -AL-(

S/1o Satisfaction about the dealer S :S 1S

3 "ealer Instruction

6. The replacement of defecti+e tyres

>. "ealer are customer friendly

8 %etarding facility

< Kromptness of deli+ery


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&(-S

S/1o Satisfaction about the tyres S :S 1S

3 Muality of tyres

6. Krice of tyres

>. ileage gi+en by the tyres

8 %oad grip of the tyres

< "urability of the tyres


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. (EAT

8. 9**" EA%


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apolo tyre

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