ti ycle project

8/19/2019 Ti Ycle Project

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CHAPTER – I

1. INTRODUCTION

1.1 About the study

Customer satisfaction in regards to one’s feeling or state of mind regarding nature of their

work. Customer can be influenced by variety of factors like quality of one’s relationship with

their supervisor, quality of physical environment in which they work, degree of fulfillment in

their work, etc.

Positive attitude towards customer are equivalent to customer satisfaction where as

negative attitude towards customer has been defined variously from time to time.In short

customer satisfaction is a person’s attitude towards customer.

Customer satisfaction is an attitude which results from balancing & summation of many

specific likes and dislikes eperienced in connection with the customer! their evaluation may rest

largely upon one’s success or failure in the achievement of personal ob"ective and upon

perceived combination of the customer and combination towards these ends.

#ccording to pestone"ee, Customer satisfaction can be taken as a summation of employee’s

feelings in four important areas. $hese are%

. Customer!nature of work 'dull, dangerous, interesting(, hours of work, fellow workers,

opportunities on the customer for promotion and advancement 'prospects(, overtime

regulations, interest in work, physical environment.

). *anagement! supervisory treatment, participation, rewards and punishments, praises and

blames, leaves policy and favoritism.

+. ocial relations! friends and associates, neighbors, attitudes towards people in

community, participation in social activity socialibility and caste barrier.

Customer satisfaction is an important indicator of how employees feel about their

customer and a predictor of work behavior such as organi-ational citi-enship, #bsenteeism,

$urnover.

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Customer satisfaction benefits the organi-ation includes reduction in complaints and

grievances, absenteeism, turnover, and termination as well as improved punctuality and worker

morale. Customer satisfaction is also linked with a healthier work force and has been found to be

a good indicator of longevity.

Customer satisfaction is not synonyms with organi-ational morale, which the possessions

of feeling have being accepted by and belonging to a group of employees through adherence to

common goals and confidence in desirability of these goals.

*orale is the by!product of the group, while customer satisfaction is more an individual

state of mind.

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1.2 INDUSTRY PROFILE

/icycle was seen in India in year 012.import of cycles, however, started in 123 and

continued for more than 32 years. Complete ban on imports was announced by the government

in 4uly, 13+, but cycle kept on simmering in the country till 15. In 012, selling price of an

imported bicycle was around 6s.738! in 19, during the :irst ;orld ;ar the price "umped to

6s. 3228! but dropped considerably, month and came down to 6s.+3.

It would be interesting to mention that in 11, five persons in Pun"ab imported cycles

and used them on the *all, imla. $hese included one bishop, two military men and two

contractors including s. Pala ingh /hogal 'grand :ather of *r. *.. /hogal of only for one

hour in a day. $hey imported /..#. Cross bar cycle from ?.@. and it used to be a kind of *ela

at that particular hour on the *all in imla, the scene watched by hundreds of people every day.


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new pro"ects for infrastructure development like power, railways, etc. the light engineering

industry is vital for manufacturing various products and improving the quality of life of the

people. It holds immense potential for accelerating the pace of development of country and thus

offers innumerable opportunities for the investors the world over.

India produces approimately 2D of the world annual bicycle production, which is

estimated at )3 *illion units. $he annual domestic demand of bicycles in India is

approimately 2 million units out of which around ).3 million units are a government demand

for the various welfare schemes. Eports out of India are largely to #frica and the less developed

economies and negligible to western markets. *a"or players in the domestic bicycle industry are

Bero Cycles, $I, and #von & #tlas with 72D, ))D & 9D & 2D of share of volume

respectively. *ost cycles manufactured & sold in India are in the low price bracket of 6s. +,222to +322 the market for the premium or the lifestyle bikes targeted towards the lifestyle consumer

is "ust about emerging. $he definition of high end bikes itself is changing. Earlier the high!end

bikes were considered as those selling between 6s. 3222 to 0222. Bowever now with global

brands moving into the country this definition is also changing with price!points starting from

6s.3222 to as high as a few lakhs. Fot only are the price points changing but even definition of

the segment is. Bitherto, cycles were simplistically segmented into gents, ladies, kids and high

end. /ut now the lifestyle bikes are being segmented in line with the global trend that is based on

their usage. $here are 6oad bikes, *ountain bikes, $ourers, Bybrids, /*G’ to name a few.

Airtually all the big names are present in the country like Hiant, $rek, *erida, and Cannondale

etc. $he demand for these cycles at this stage is very limited but is set to grow at a frenetic pace

in future. ;hile the mass!market segment is eperiencing a sluggish growth of between 7!5D

annually the premium & lifestyle segment is growing at a C#H6 of over +2D. $he market si-e

for the lifestyle cycles is estimated at not more than 2.)3 million units annually but its only time

that this segment will form an important part of the industry.

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1.3 COPANY PROFILE

$I Cycles of India, a unit of $ube Investments of India, today announced the launch of its

second $I Cycle ;orld showroom at Aelachery in Chennai.


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industry over 33 per cent is standard cycles and 73 per cent is special or fancy cycles, a segment

that demonstrates maimum growth potential.

$I Cycles of India, a unit of $ube Investments of India, is part of the over 6s 3,)22!crore

*urugappa Hroup, which has a strong presence in engineering, bio!products, sanitary ware, plantations, sugar, farm inputs, finance, general insurance and nutraceuticals. $he group is a

pioneer and market leader in several fields.

1.3.1 CAPACITY

/# and Bercules brands of bicycles and fitness equipment are brought to you

/y $I Cycles

$PI is the market leader in precision tubes with 5 per cent market share

$I*: is a pioneer in cold roll forming

$IC eports to over 32 countries world!wide

*ost $I plants are L 1222 and IK 722 certified

1.3.2 OPERATIONS

$he 6s 3,575 crore '? + billion( *urugappa Hroup has )1 limited companies. ;ith

manufacturing facilities spread across + states in India, it is one of the biggest Indian

conglomerates, operating in diverse areas like engineering, abrasives, finance, general insurance,

fertili-ers, farm inputs, sugar, bio!products, nutraceuticals, cycles and plantations.

1.3.3 HI!HLI!HTS OF THE COPANY

• $his company is one of the largest hardware goods suppliers in India. $he company is

located at the heart of Chennai city.

• /# and Bercules are two of the leading brands of bicycles from $I Cycles in the Indian

market. 6ecently, the company has entered the growing fitness equipment segment in

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order to cater to the contemporary consumer needs. ;ith a network of around 322 direct

dealers and more than 2222 indirect dealers $I Cycles has a nationwide presence.

• # pioneer in the market, $I Cycles has constantly come up with new trends in line with

evolving consumer needs. ;ith the changing 6E$#I< environment, $I Cycles has

introduced J/# HKJ stores, which have revolutioni-ed the bicycle outlet in India. # one!

stop premium shop for all bicycling and fitness requirements, /# HK has a customer

friendly ambience which serves as a model for other bicycle outlets in the country.

• $I Cycles as a quality and customer oriented organi-ation is certified for IK 122%)222,

IK 722%)227 and KB# 022%111.

• $I Cycles looks at giving its customers not merely a bicycle but a lifetime eperience.

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1.3." PURCHASE DEPARTENT

$he purchase department consists of

*anaging Partner

*anager 'ales & Purchase(

ales Kfficer Purchase Kfficer

tore keeper tore @eeper

ales 6epresentative, ales *an

Feeded items are ordered through the department. 6equisition is sent to the manager for

the materials by the department, which is in need of it. $he *anager in turn sent it to the

supplier. $he *anager has list of suppliers and he contact them.

1.3.# ANA!EENT AND ADINISTRATION $I CMC


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RE!ISTERED OFFICE$ube Investments of India


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In $I CMC


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AR*ETIN! AND DISTRI$UTION

*arketing and distribution is the process by which goods and services finally flow to

the consumers who need them. /efore distribution of the goods to the customer, the manager

must

. etermining the credit standing

). ecide as to whom to grand credit and the etent and terms to which credits is granted

+. #ctual collection

$he packing of the goods should be doing in a way, which makes transportation and storage

of the goods easy, before distribution. $he manager should also insure the goods in transit of

any.

$he pricing of the product is also an important duty of the marketing manager. /efore

pricing the product the following factors should be considered.

. Cost factor

). Competitor’s price and

+. *arketing and public policies.$he marketing manager should also select a correct and effective way to distribute the

company’s products.

ACCOUNTS DEPARTENT

:inance is the soul of business it’s essential factor. It is the ale round which rotates the

wheel of the modern industry. In modern times finance is important in business activity. In

initial stages its makes production possible and later on it facilitates distribution process.

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1.3.+ A$OUT THE TOPIC

Customer 6etention is the activity that a selling organi-ation undertakes in order to

reduce customer defections. uccessful customer retention starts with the first contact an

organi-ation has with a customer and continues throughout the entire lifetime of a relationship.

# company’s ability to attract and retain new customers, is not only related to its product or

services, but strongly related to the way it services its eisting customers and the reputation it

creates within and across the marketplace.

Customer retention is more than giving the customer what they epect, it’s about

eceeding their epectations so, that they become loyal advocates for your brand. Creating

customer loyalty puts Ncustomer value rather than maimi-ing profits and shareholder value at

the center of business strategy , N$he key differentiator in a competitive environment is more

often than not the delivery of a consistently high standard of customer service.

Customer retention has a direct impact on profitability. 6esearch by 4ohn :leming and

4im #splundh indicates that engaged customers generate .9 times more revenue than normal

customers, while having engaged employees and engaged customers returns a revenue gain of

+.7 times the norm.

Customer 6etention marketing is a tactically!driven approach based on customer

behavior. ItJs the core activity going on behind the scenes in 6elationship *arketing,


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1." NEED FOR THE STUDY

• $o analy-e the details about the product and material services towards company and

dealers.

• $he product quality and the work flow maintenance issues and the drawback of the

products.

• $he customer satisfaction level in cycle users and non cycle user in worldwide report

analysis.

• $he factor of the product details and satisfaction towards consumer reports.

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1.# O$,ECTI)E OF THE STUDY

•

$o study the level of consumer satisfaction towards $I Cycles of India.

• $o identify the loyalty of customer towards $I Cycles of India.

• $o measure the specific reasons for satisfaction and dissatisfaction in with $I Cycles of

India.

• $o suggest the recommendations of $I Cycles of India.

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1.% SCOPE OF THE STUDY

• $he cope of the study is mainly to know the current level of customer satisfaction.

• $he cope of the study is mainly to know the loyalty of the customer towards the

company.

• $o give suggestion regarding improvement of performance standard of the Company.

• $o inform the management about current level of consumers satisfaction and also the

competitive advantage in the marketing.

1.+ LIITATION OF THE STUDY

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• $his study is based on the assumptions that the respondents are giving honest

views it may be varied in future.

• $he views are biased in the individuals to understand of their own perceptions

towards the products of $I.

• $here is a time constraints to collect information provided by the respondents due

to their busy schedule.

CHAPTER -II

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2. RE)IE' OF LITERATURE

ifferent authors give various definitions of consumer satisfaction. ome of them are taken from

the book of .*.Peston"ee =*otivation and Consumer atisfaction> which are given below%

Consumer satisfaction is defined as a pleasurable, emotional, state resulting from appraisal of

one’s consumer. #n effective reaction to one’s consumer.

$y 'ess

Consumer satisfaction is general attitude, which is the result of many specific attitudes in three

areas namely%

pecific consumer factors

Individual characteristics

Hroup relationship outside the consumer

$y $/u0 d Ny/o

Consumer satisfaction is defined, as it is result of various attitudes the person hold towards the

consumer, towards the related factors and towards the life in general.

$y !/00e

Consumer satisfaction is defined as =any contribution, psychological, physical, and

environmental circumstances that cause a person truthfully say, NI am satisfied with my

consumer.>Consumer satisfaction is defined, as employee’s "udgment of how well his consumer

on a whole is satisfying his various needs

$y . S0th

Consumer satisfaction is defined as a pleasurable or positive state of mind resulting from

appraisal of one’s consumer or consumer eperiences.

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$y Lo45e

HISTORY OF CONSUER SATISFACTION

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$he term consumer satisfaction was brought to lime light by hoppock '1+3(. Be revived

+3 studies on consumer satisfaction conducted prior to 1++ and observes that Consumer

satisfaction is combination of psychological, physiological and environmental circumstances.

$hat causes a person to say. =I m satisfied with my consumer>. uch a description indicate the

variety of variables that influence the satisfaction of the individual but tell us nothing about the

nature of Consumer satisfaction.

Consumer satisfaction has been most aptly defined by peston"ee '19+( as a consumer,

management, personal ad"ustment & social requirement. *orse '13+( considers Consumer

satisfaction as dependent upon consumer content, identification with the co., financial &

consumer status & priding group cohesiveness

Kne of the biggest preludes to the study of consumer satisfaction was the Bawthorne

study. $hese studies '1)7!1++(, primarily credited to Elton *ayo of the Barvard /usiness

chool, sought to find the effects of various conditions 'most notably illumination( on workers’

productivity.

$hese studies ultimately showed that novel changes in work conditions temporarily

increase productivity 'called the Bawthorne Effect(. It was later found that this increase resulted,

not from the new conditions, but from the knowledge of being observed.

$his finding provided strong evidence that people work for purposes other than pay,

which paved the way for researchers to investigate other factors in consumer satisfaction.

cientific management also had a significant impact on the study of consumer

satisfaction. :rederick ;inslow $aylor ’s 1 book, Principles of cientific *anagement, argued

that there was a single best way to perform any given work task.

CHAPTER-III

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http://en.wikipedia.org/wiki/Elton_Mayohttp://en.wikipedia.org/wiki/Harvard_Business_Schoolhttp://en.wikipedia.org/wiki/Harvard_Business_Schoolhttp://en.wikipedia.org/wiki/Hawthorne_Effecthttp://en.wikipedia.org/wiki/Scientific_managementhttp://en.wikipedia.org/wiki/Frederick_Winslow_Taylorhttp://en.wikipedia.org/wiki/Elton_Mayohttp://en.wikipedia.org/wiki/Harvard_Business_Schoolhttp://en.wikipedia.org/wiki/Harvard_Business_Schoolhttp://en.wikipedia.org/wiki/Hawthorne_Effecthttp://en.wikipedia.org/wiki/Scientific_managementhttp://en.wikipedia.org/wiki/Frederick_Winslow_Taylor


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3. RESEARCH ETHODOLO!Y

RESEARCH DESI!N

#ccording to =C


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Se4ody Dt

$he secondary data are those, which have already been collected by someone else and

passed through statistical process. $he secondary data required of the research was collected

through various newspapers, and Internet etc

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SAPLIN!

It was divided into following parts%

S06/7 u8ese

$he entire consumers are the sampling universe for the research.

S06/7 te4h9ue%

ample was taken on "udgmental basis. $he advantage of sampling are that it is much less costly,

quicker and analysis will become easier. ample si-e taken was 22 consumers.

S06/7 s:e

In this study the researcher data from 22 respondents using Luestionnaire. $he research has

chosen respondents from various areas. $he research has used the random sampling method

where each and every unit of population has a chance of being selected.

#fter data have been collected, the researcher turns to the task of analy-ing them. $he

analysis of data requires a number of closely related operations such as establishment of

categories, the application of these categories to raw data through tabulation and drawing

statically inferences. $abulation is the part of technical procedure where in the classified data are

put in the form of tables.

#fter analy-ing the data, the researcher should have to eplain the findings on the basis

of some theory. It is known as interpretation. $he data has been collected from 22 consumers of

$I cycles, Chennai, through questionnaire. $he data thus collected was in the form of master

table.

$hat made possible counting of classified data easy. :rom the master table various

summery tables were prepared. $hey have been presented along with their interpretation in this

manner.

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".1 STATISTICAL TOOLS FOR ANALYSIS;

$he statistical tools applied for the study include the following are

• Percentage method

• Chi!square test

1. Pe4et7e 0ethod;

Percentage analysis refers to a special kind of ratio percentage are used in making

comparison

/etween two or more series of data percentages are used to describe the relationships.

Percentage is calculated are follows,

d 8 n Q 22

;hereNd’ is the number of respondents

;here Nn’ is the base of CB#6$ of sample group.

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2. Ch-s9ue test

$he chi!square test, written as chi!square test, is useful measures of comparing

eperimentally obtained results with those epected theoretically and based on the hypothesis. It

is used as a test statistics in testing a hypothesis that provides a set of theoretical frequencies with

which observed frequencies are compared. In general chi! square test is applied to those to

problems in which we study whether the frequency with which a given event has occurred, is

significantly different from the one epected theoretically.

$he measure of chi! square enables us to find out the degree of discrepancy between

observed :requencies and theoretical frequencies and theoretical frequencies are due to the error

of sampling or due to chance.

$he chi! square is computed on the basis of frequencies in a sample and thus the value of

chi! square so obtained is statistics. Chi! square is not a parameter ass its value is not derived

from the observation in a population. Bence chi!square test is a non! parametric test.

Chi! square test is not concerned with any population distribution and its observation.

$he ) test was first used in testing statistical hypothesis by @arl Pearson in the year 122.it isᴪ

defined as

' )( R 'Ki!Ei( )8Eiᴪ

;here Ki observed frequency of I the event.

Ei epected frequency of I the event.

;e require the following steps to calculate )ᴪ

tep % calculate all the epected frequencies,

tep )% take the difference between each observed frequency and the corresponding epected

:requency.

tep +% square the difference for each value of i%

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tep 7% divide each square difference by corresponding epected frequency

tep 3% add all the quotients obtained in step 7, then

' )( R 'Ki!Ei( )8Ei is the required value of chi square.ᴪ

Compare relationship between company responsibility towards the product and service

maintenance in the company

Nu// hy6otheses ;

$here is no significance between company responsibility towards the product and service


A/tet8e hy6otheses ;

$here is significance between company responsibility towards the product and service


De7ees o? ?eedo0;

$he number of data that are given in the form of a series of variables in a row or column

or the no of frequencies that are put in cells in a contingency table, which can be calculated

independently is called degrees of freedom and denoted by v.

Case % if the data is given in the form of series of variable in a row or column, then the degrees

of freedom will be that product of 'number of items in the series(!, that is, vn!,where n is the

number in the series in a row or column.

Case )% when the number of frequencies are put in cells in a contingency table, the degrees of

:reedom will be the product of 'number of rows less than one( and the 'number of column less

than one(.that is, A'r!( 'c!(,where 6 is the number of rows and c is the no of columns.

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Condition for applying chi S square test

. Each of the observation making up the samples for this test should be independent of

each other.

). $he epected frequency of any item or cell should not less than 3. If it is less than 3, then

frequencies taking from the ad"acent items or cells are pooled together in order to make it

3 or more than+. $he total no of observation used in this test must be large that is n+2.

7. $his test is used only for drawing inferences by testing hypothesis. It cannot be used for

estimation of parameter or any other value.3. It is wholly dependent on the degrees of freedom.

5. $he frequencies used in ) test should be absolute and not relative in terms.ᴪ

9. $he observation collected for ) test should be on random basis of sampling ) test.ᴪ ᴪ

CHAPTER-I)

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". DATA ANALYSIS AND INTERPRETATION

TOOL 1; PERCENTA!E ETHOD

TA$LE NO ".1

THE $ELO' TA$LE SHO'S !ENDER OF THE RESPONDENTS

INFERENCE

It is inferred that 02D of respondents are male and )2D of respondents are female to givethe suggestion.

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S.NO !ede No o? Res6odets Pe4et7e

*ale 02 02D

) :emale )2 )2D

Tot/ 1== 1==


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CHART NO ".1

THE $ELO' CHART SHO'S !ENDER OF THE RESPONDENTS

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TA$LE NO ".2

THE $ELO' TA$LE SHO'S A!E OF THE RESPONDENTS

S.No A7e

yes

No o? es6odets Pe4et7e

T )2 )2 )2D

) ) S +2 +2 +2D

+ + S 72 72 72D

7 7 U 2 2D

Tot/ 1== 1==

INFERENCE

It is inferred that 72D of respondents are age of +!72years, +2D of respondents are age of )!

+2years, and 2D of respondents are age of above 72years.

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CHART NO ".2

THE $ELO' CHART SHO'S A!E OF THE RESPONDENTS

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TA$LE NO ".3

THE $ELO' TA$LE SHO' SHO'ROO FACILITIES

S.NO Res6odets

No. o?

Res6odets Pe4et7e

trongly atisfied 33 33D

) atisfied )2 )2D

+ lightly satisfied 2 2D7 is!atisfied 2 2D

3 trongly dissatisfied 3 3D

Tot/ 1== 1==@

INFERENCE

It is inferred that 33D of respondents is strongly satisfied with showroom facilities, )2D of

respondents is satisfied with showroom facilities and 2D of respondents are dissatisfied.

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CHART NO ".3

THE $ELO' CHART SHO'S SHO'ROO FACILITIES

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TA$LE NO "."

THE $ELO' TA$LE SHO'S INFRASTRUCTURE OF THE

OR!ANI&ATION

S.NO Res6odets No.o? Res6odets Pe4et7e


) atisfied 9 9D

+ lightly satisfied 0 0D

7 issatisfied ) )D


Tot/ 1== 1==@

INFERENCE;

It is inferred that the 30D of respondents say the infrastructure is strongly satisfied, 9D says

satisfied and )D of respondents says dissatisfied, 3D says strongly dissatisfied.

CHART NO "."

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THE $ELO' CHART SHO'S INFRASTRUCTURE OF THE

OR!ANI&ATION

TA$LE NO ".#

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THE $ELO' TA$LE SHO'S RULES AND RE!ULATION

S.NO Res6odets No. o? Res6odets Pe4et7e


) atisfied )3 )3D


7 is!atisfied 0 0D


Tot/ 1== 1==@

INFERENCE

It is inferred that the 73D of respondents says the rules and responsibilities are strongly satisfied,

)3D of respondents say satisfied and 0D of respondents say dissatisfied.

CHART NO ".#

THE $ELO' CHART SHO'S IPLEENTATION OF RULES AND

RE!ULATION

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TA$LE NO ".%

THE $ELO' TA$LE SHO'S FREEDO AT OFFERS

Res6odets No. o? Res6odets Pe4et7e

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S.o

trongly atisfied 5+ 5+D

) atisfied 3 3D

+ lightly satisfied ) )D

7 is!atisfied 0 0D

3 trongly dissatisfied ) )D

Tot/ 1== 1==@

INFERENCE

It is inferred that the 5+D of respondents say strongly satisfied with offers, 3D

of respondents say satisfied with offers and 0D of respondents say dissatisfied.

CHART NO ".%

THE $ELO' CHART SHO'S FREEDO AT OFFERS

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TA$LE NO ".+

THE $ELO' TA$LE SHO'S TEA SPIRIT IN THE OR!ANI&ATION

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S.NO Res6odets

No. o?

Res6odets Pe4et7e


) atisfied ) )D

+ lightly satisfied + +D

7 is!atisfied 9 9D

3 trongly dissatisfied + +D

Tot/ 1== 1==@

INFERENCE

It is inferred that the 53D of respondents says the team spirit is strongly satisfied and )D of

respondents say satisfied and )D of respondents says the team spirit is dissatisfied.

CHART NO ".+

THE $ELO' CHART SHO'S TEA SPIRIT IN THE OR!ANI&ATION

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TA$LE NO ".

THE $ELO' TA$LE SHO'S 'OR*ERS RESPONSI$ILITIES

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) atisfied ) )D

+ lightly satisfied D

7 is!atisfied 2 2D


Tot/ 1== 1==@

INFERENCE

It is inferred that the 93 D of respondents says the workers responsibility is strongly satisfied,

)D of respondents says satisfied and )2D of respondents says dissatisfied.

CHART NO ".

THE $ELO' CHART SHO'S 'OR*ERS RESPONSI$ILITIES

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TA$LE NO ".B

THE $ELO' TA$LE SHO'S UALITY OF PRODUCT

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) atisfied D

+ lightly satisfied D

7 is!atisfied 0 0D


Tot/ 1== 1==@

INFERENCE

It is inferred that the 90D respondents says the quality of product is strongly satisfied,D of

respondents say satisfied and 0D of respondents say dissatisfied.

CHART NO ".B

THE $ELO' CHART SHO'S UALITY OF PRODUCT

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TA$LE NO ".1=

THE $ELO' TA$LE SHO'S LE)EL OF SER)ICE


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) atisfied 3 3D


7 is!atisfied D


Tot/ 1== 1==@

INFERENCE

It is inferred that the 53D of respondents say the service level is strongly satisfied, 3D of

respondents say the service level is satisfied and D of respondents say dissatisfied.

CHART NO ".1=

THE $ELO' CHART SHO'S LE)EL OF SER)ICE

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TA$LE NO ".11

THE $ELO' TA$LE SHO'S PRODUCT COST

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) atisfied )3 )3D


7 is!atisfied 7 7D


Tot/ 1== 1==@

INFERENCE

It is inferred that the 33D of respondents says the cost of product is strongly satisfied and )3D of

respondents says the cost of product is satisfied and 7D of respondents says the cost of product

is dissatisfied.

CHART NO ".11

THE $ELO' CHART SHO'S PRODUCT COST

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TA$LE NO ".12

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THE $ELO' TA$LE SHO'S PAYENT OF PRODUCT PURCHASE

TIE



) atisfied )) ))D


7 is!atisfied + +D


Tot/ 1== 1==@

INFERENCE

It is inferred that the 30D of respondents says strongly satisfied the payment of the product

purchase time and +D respondents dissatisfied the payment of the purchase time.

CHART NO ".12

THE $ELO' CHART SHO'S PAYENT OF PRODUCT PURCHASE

TIE

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TA$LE NO ".13

THE $ELO' TA$LE SHO'S UALITY OF SER)ICE AND

AINTENANCE

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) atisfied ) )D


7 is!atisfied 5 5D


Tot/ 1== 1==@

INFERENCE

It is inferred that the 53D of respondents says the quality of service and maintenance are strongly

satisfied, )D of respondents says the quality of service and maintenance are satisfied and 5D

says dissatisfied.

CHART NO ".13

THE $ELO' CHART SHO'S UALITY OF SER)ICE AND

AINTENANCE

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TA$LE NO ".1"

THE $ELO' TA$LE SHO'S COENTS TO'ARDS PRODUCT


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) atisfied 2 2D


7 is!atisfied ) )D


Tot/ 1== 1==@

INFERENCE

It is inferred that the 92D of respondents says good comments, ) D of respondents says

dissatisfied with comments and 3D of respondents says strongly dissatisfied.

CHART NO ".1"

THE $ELO' CHART SHO'S COENTS TO'ARDS PRODUCT

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TA$LE NO ".1#

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THE $ELO' TA$LE SHO'S THE COPANY OFFERS TRIAL

SER)ICES



) atisfied )2 )2D


7 is!atisfied 9 9D


Tot/ 1== 1==@

INFERENCE

It is inferred that the 53D of respondents say the trial service is strongly satisfied, )2D of

respondents say the trial service is satisfied and 9D of respondents say dis dissatisfied.

CHART NO ".1#

THE $ELO' CHART SHO'S THE COPANY OFFER TRIAL

SER)ICES

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TA$LE NO ".1%

THE $ELO' TA$LE SHO'S THE PERFORANCE OF THE PRODUCT


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) atisfied 2 2D


7 is!atisfied 0 0D


Tot/ 1== 1==@

INFERENCE

It is inferred that the 93D of respondents says the performance of the product is strongly

satisfied, 2D of respondents say satisfied and 0D of respondents say dis ! satisfied.

CHART NO ".1%

THE $ELO' CHART SHO'S THE PERFORANCE OF THE

PRODUCT

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TA$LE NO ".1+

THE $ELO' TA$LE SHO'S THE NE' ODULES OF CYCLES


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trongly atisfied 9) 9)D

) atisfied + +D


7 is!atisfied 2 2D

3 trongly dissatisfied D

Tot/ 1== 1==@

INFERENCE

It is inferred that the 9)D of respondents says the new model cycles are strongly satisfied, +D

of respondents say satisfied and 2D of respondents say dissatisfied.

CHART NO ".1+

THE $ELO' CHART SHO'S THE NE' ODULES OF CYCLES

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TA$LE NO ".1

THE $ELO' TA$LE SHO'S THE !EAR CYCLES

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) atisfied 3 3D


7 is!atisfied 7 7D

3 trongly dissatisfied D

Tot/ 1== 1==@

INFERENCE

It is inferred that the 30D of respondents say the gear cycle are strongly satisfied, 3D of

respondents say the gear cycle are satisfied and 7D of respondents says the gear cycle are

dissatisfied.

CHART NO ".1

THE $ELO' CHART SHO'S THE !EAR CYCLES

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TA$LE NO ".1B

THE $ELO' TA$LE SHO'S SATISFIED 'ITH AR*ETIN! PEOPLE

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) atisfied 0 0D


7 is!atisfied + +D


Tot/ 1== 1==@

INFERENCE;

It is inferred that the 50D of respondents says strongly satisfied with marketing people 0D of

respondents says satisfied and +D of respondents says dissatisfied.

CHART NO ".1B

THE $ELO' CHART SHO'S SATISFIED 'ITH AR*ETIN! PEOPLE

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TOOL 2 ; CHI-SUARE TEST

O$SER)ED )ALUE

:actors trongly

atisfied

atisfied lightly

satisfied

is!

satisfied

trongly

dissatisfied

$otal

trongly

satisfied

2 5 5 0 7 77

atisfied + ) 2 2 2 3

lightly

satisfied

)2 2 3 ) +0

is!satisfied 3 7 2 ) 2

trongly

dissatisfied

2 2 2 )

$otal +0 ++ ) 5 22

EPECTED )ALUE

:actors trongly

satisfied

atisfied lightly

satisfied

is!

satisfied

trongly dis!

satisfied

$otal

trongly

satisfied

5.9) 7.3) 7.07 3.)0 ).57 77

atisfied .1 .53 2.33 2.5 2.+ 3

lightly

satisfied

7.77 ).37 7.0 7.35 ).)0 +0

is!

satisfied

7.0 +.5+ .) .+) 2.55

trongly

dissatisfied

2.57 2.55 2.)) 2.)7 2.) )

$otal +0 ++ ) 5 22

CALCULATIN! THE CHI-SUARE )ALUE

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Ki Ei 'K!E( 'K!E() 'K!E()8Ei

2 5.9) !5.9) 77.30 ).92

5 7.3) .70 ).12 2.32

5 7.07 .5 .+73 2.)90

0 3.)0 ).9) 9.+10 .72

7 ).57 .+5 .032 2.922

+ .1 . .) 2.5+9

) .53 2.+3 2.)) 2.297

2 2.33 !2.33 2.+2) 2.33

2 2.5 !2.5 2.+5 2.5

2 2.+ !2.+ 2.21 2.+

)2 7.77 3.35 +2.1+ ).72

2 ).37 !).37 5.73) 2.37

3 7.0 2.0) 2.59) 2.52

) 7.35 !).35 5.33+ .7+9

).)0 !.)0 .5+0 2.90

3 7.0 2.0) 2.59) 2.52

7 +.5+ 2.+9 2.+9 2.2+0

2 .) !.) .757 .)

) .+) 2.50 2.75) 2.+32

2 2.55 !2.55 2.7+5 2.55

2 2.57 !2.57 2.729 2.57

2.55 2.+7 2.5 2.95

2 2.)) !2.)) 2.270 2.)0

2 2.)7 !2)7 2.230 2.)7

2.) 2.00 2.997 2.73

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TOTAL 22.#=3

) )).32+ᴪ

egrees of freedom 'c!( 'r!(

'3!( '3!(

7Q7

5.

$he table value ) for 5 degrees of freedom at 3D level of significance is V )5.)15ᴪ

Resu/t;

$herefore the calculated value is greater than the table value ')).32+T)5.)15(.so we accept null

hypotheses and we re"ect the alternative hypotheses. Bence, we concluded that there is

significance difference between company responsibility towards the product and service

maintenance in the company.

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#.1 FINDIN!S

• It is inferred that 02D of respondents are male and )2D of respondents are female to give

the suggestion.

• It is inferred that 72D of respondents are age of +!72years, +2D of respondents are age

of )!+2years, 2D of respondents are age of above 72years

• It is inferred that 33D of respondents is strongly satisfied with showroom facilities, )2D

of respondents is satisfied with showroom facilities and 2D of respondents are

dissatisfied

• It is inferred that the 30D of respondents say the infrastructure is strongly satisfied, 9D

says satisfied and )D of respondents says dissatisfied, 3D says strongly dissatisfied.

• It is inferred that the 52D of respondents says the canteen facilities are strongly satisfied,

+D of respondents say canteen facility is dissatisfied

• It is inferred that the 73D of respondents says the rules and responsibilities are strongly

satisfied, )3D of respondents say satisfied and 0D of respondents say dis satisfied.

•

It is inferred that the 5+D of respondents say strongly satisfied with offers, 3D of respondents say satisfied with offers and 0D of respondents say dissatisfied.

• It is inferred that the 53D of respondents says the team spirit is strongly satisfied and

)D of respondents say satisfied and )D of respondents says the team spirit is

dissatisfied

• It is inferred that the 93 D of respondents says the workers responsibility is strongly

satisfied, )D of respondents says satisfied and )2D of respondents says dissatisfied.

• It is inferred that the 90D respondents says the quality of product is strongly

satisfied,D of respondents say satisfied and 0D of respondents say dis satisfied

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• It is inferred that the 33D of respondents says the cost of product is strongly satisfied and

)3D of respondents says the cost of product is satisfied and 7D of respondents says the

cost of product is dissatisfied.

• It is inferred that the 30D of respondents says strongly satisfied the payment of the

product purchase time and +D respondents dissatisfied the payment of the purchase

time.

• It is inferred that the 53D of respondents says the quality of service and maintenance are

strongly satisfied, )D of respondents says the quality of service and maintenance are

satisfied and 5D says dissatisfied

•It is inferred that the 92D of respondents says good comments, ) D of respondents saysdissatisfied with comments and 3D of respondents says strongly dissatisfied.

• It is inferred that the 53D of respondents say the trial service is strongly satisfied, )2D of

respondents say the trial service is satisfied and 9D of respondents say dis dissatisfied.

• It is inferred that the 93D of respondents says the performance of the product is strongly

satisfied, 2D of respondents say satisfied and 0D of respondents say dis ! satisfied.

• It is inferred that the 9)D of respondents says the new model cycles are strongly

satisfied, +D of respondents say satisfied and 2D of respondents say dissatisfied.

• It is inferred that the 30D of respondents say the gear cycle are strongly satisfied, 3D of

respondents say the gear cycle are satisfied and 7D of respondents says the gear cycle

are dissatisfied.

• It is inferred that the 50D of respondents says strongly satisfied with marketing people,

0D of respondents says satisfied and +D of respondents says dissatisfied

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#.2 SU!!ESTIONS

$he suggestions are drawn from the analysis and observations. :ew suggestions are given

as under%

• $he consumer satisfaction level is very nice and the strategies of product launching and

some of the advertisements are necessary to improve the sales and some business

techniques.

• $he overall contribution the customers are satisfied the quality of services and

maintenance team, workers co operation.

• $o improve the business and to satisfy the more customers needs and clarify the needs are

some of the suggestion towards product quality.

• Providing proper customer service throughout the customer eperience will hopefully

limit the need to handle conflict.

• et targets for customer satisfaction levels and regularly monitor and review

performance.

• Communicate the customer service policy clearly, Customer dissatisfaction is often,

sadly, a result of simply miscommunication. Companies usually have the intention of

making customers satisfied but miscommunications about company policies and

procedures.

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#.3 CONCLUSION

In this pro"ect the consumer satisfaction is very important thing, here the respondents say that the

company service and workers dedication is nice and the quality of product is very nice. o the

customers are very satisfied with product and other needs of the company and some customers

suggest the company to improve the quality and new model cycle and introduce it in the industry.

ti ycle project

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