44693956 Mahindra Customers Satisfaction After Sales

8/8/2019 44693956 Mahindra Customers Satisfaction After Sales

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A STUDY ON CUSTOMER SATISFACTION LEVEL REGARDING AFTER SALES SERVICES OF MAHINDRA& MAHINDRA AT KOUSHIK MARKETING SERVICE CENTER HANAMAKONDA

A Report Submitted in Partial Fulfillment of The Requirement for the Award of MASTERS DEGREE IN BUSINESS ADMINISTRATION


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ACKNOWLEDGEMENT I take this opportunity to express my humble and deep sense of gratitude to our esteemed director and respected professors and guide for the constant help rendered for successful completion this project report. I gladly takethis opportunity to thank professor M.N.MANIK for his kind help and encouragement during the study .I also thank him for his valuable guidance and constructiveideas. I Sincerely thank Mr.. sales in charge, which selected me and gave me an opportunity to work in this organization and I thanks for his valuable suggestions

and guidance throughout the study period. I am grateful Mr. Mahindra owner of works shop, who has given me a lot support for my project. My special and sincere thanks to my parents for their support and encouragements in all the terms, throughout my training period.

kishore


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DECLARATIONI hereby declare that the project entitled

A Study on Customer Satisfaction regarding after sales services of Mahindra &Mahindra at Koushik marketing Service Centre,

Hanamakonda

Submitted in partial fulfillment of the requirement for the degree of Master ofBusiness Administration (MBA) to Kakatiya University, Is my original work and isnot submitted to any other degree, diploma, fellowship or other similar title or prizes. The project has been individually carried out as a part of Summer Inplant Training and is meant for academic purpose only.

kishore


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Contents Sl. No. Titles I Chapter 1 II Introduction Literature Review Statementof the Problem Purpose of the Study Scope of the study

Page No.

Objectives of the Study Chapter 2 Organization Profile Organization Chart Sampling and Research Design Data Collection Method

III

Chapter 3 Results & discussion with Charts & graphs Findings Suggestions

IV

Conclusions Chapter 4 Appendix Questionnaire

Bibliography Joining Report Weekly Reports


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INTRODUCTION

The Project assigned to me was A STUDY ON CUSTOMER SATISFACTIOIN REGARDING AFTERSALES SERVICES OF MAHINDRA&MAHINDRA AT KOUSHIK MARKETING SERVICE CENTRE, IN HANAMAKONDA DIST.

This study will help me to find and customer satisfaction level of the customer

for authorized M&M service station in Hanamakonda dist, To know the reason for decline of customers at service station, To know the perception of customers regarding the charges or rates offered by the service station and To know any suggestion from customers to improve the service station.

The study is scheduled through primary data and other information thereby preparing Questionnaire, which focus of various variables, and attributes that are important to know the satisfaction level and the factors affecting the purchase decision.

The survey caused in the Hanamakonda Dist with the sample size of 100.The collected data are tabulated and analyzed data and all suggestions are given according

to the analyzed data graphs and charts are used to illustrate the statistical data and findings.


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INTRODUCTION ABOUT AUTOMOBILES INDUSTRY:

History and development of Automobiles also marks the dynamism in technologicalgrowth men have achieved. From the days of horseless carriages to the modern-ageself-guided automobiles that are designed meticulously using cutting-edge technology, we have certainly-traveled too far. Automobile Industry in India is stillin its infancy but growing rapidly. The opportunities in the automobile industr

y in India are attracting big names with the big purse and they are investing vigorously in infrastructure, design and development, and marketing. Automobile industry in India is today poised for (he big leap and this segment helps you to be ready for that.

Indian Automobile Industry

The automobile industry is one of the core industries in India economy, whose prospect is reflective of the economic resilience of the economy. With the liberalization of the economy. India has become the playground of major global automobile majors. This industry report of SCOPE MARKETING & INFORMATIONS SOLUTIONS PVTLTD provides extensive information on the Indian Automobile Industry. The automo

bile industry in India is gradually evolving to replicate those of developed countries. The report focuses on the trends that are emerging in the industry across segments, namely, passenger cars/multi-utility vehicles, commercial vehicles,twowheelers and tractors. The qualitative analysis of the various trends revealsthat the


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industry offers immense scope even for allied industries and those looking at investing in the auto industrys a background, a brief perspective of the global automobile industry across segments has been provided with comparisons on Indian scenario wherever needed. It discusses the current scenario in the industry, withdetailed look on segmentation, structure, and supply and demand scenarios. A detailed competitive analysis of the industry has been provided backed warn comprehensive details on production, sales, exports and imports over the years, across

segments. Sales have increased with the entry of several foreign manufacturers and the introduction of new vehicle models. The report also deals with aggressivemarketing strategies undertaken by different manufacturers in India. This highlights key issues influencing the automotive industry in India such as import andexcise duties, emission norms etc and it also deals with various government regulations.

The Birth of Automobiles

The history of the automobile actually began about 4,000 years ago when the first wheel was used for transportation in India. Several Italians recorded designsfor winddriven vehicles. The first was Guido da Vigevano in 1335. It was a windm

ill-type drive to gears and thus to wheels. Vaturio designed a similar vehicle that was also never built. Later Leonardo da Vinci designed clockwork-driven tricycle with tiller steering and a differential mechanism between the rear wheels.


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In the early 15th century, the Portuguese arrived in China and the interaction of the two cultures led to a variety of new technologies, including the creationof a wheel that turned under its own power. By the 1600s, small steam-powered engine models were developed, but it was another century before a full-sized engine-powered vehicle was created.

Although by the mid-15th century the idea of a self-propelled vehicle had been p

ut into practice with the development of experimental vehicles powered by meansof springs, clockworks, and the wind, Nicolas-Joseph Cugnot of France is considered to have built the first true automobile 1769. Designed by Cugnot and constructed by M. Brezin, it is also the first vehicle to move under its own power forwhich there is a record. Cugnot

s three-wheeled steam-powered vehicle carried four persons and was meant to move artillery pieces. It had a top speed of a little more than 3.2 km/h (2 mph) and had to stop every 20 minutes to build up a fresh head of steam.

Evans was the first American who obtained a patent for "a self-propelled carriage." He, in fact, attempted to create a two-in-one combination of a steam wagon and a flat-bottomed boat, which didn

t receive any attention in those days. Durin

g the 1830

s, the steam vehicle had made great advances. But stiff competition from railway companies and crude legislations in Britain forced the poor steam vehicle gradually out


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of use on roads. The early steam-powered vehicles were so heavy that they were only practical on a perfectly flat surface as strong as iron. A road thus made out of iron rails became the norm for the next hundred and twenty-five years. Thevehicles got bigger and heavier and more powerful and as such they were eventually capable of pulling a train of many cars filled with freight and passengers.

Carl Benz and Gotttlieb Daimler, both Germans, share the credit of changing the

transport habits of the world, for their efforts laid the foundation of the great motor industry, as we know it today. First, Carl Benz invented the petrol engine in 1885 and a year later Daimler made a car driven by motor of his own designand the rest is history.

Daimler

s engine proved to be a great success mainly because of its less weightthat could deliver 1000 rpm and needed only very small and light vehicles to cany them.

France too had joined the motoring scenario by 1890 when two Frenchmen Pan hardand Levassor began producing vehicles powered by Daimler engine, and Daimler himself, possessed by the automobile spirit, went on adding new features to his eng

ine. He built the first V-Twin engine with a glowing platinum tube to explode the cylinder gas-the very earliest form of sparking plug. The engines were positioned under the seat in most of the Daimler as well as Benz cars. However, the French duo of Pan hard and Levassor made a revolutionary contribution when they mounted the engine in the front of the car under a

bonnet

.


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For many years after the introduction of automobiles, three kinds of power sources were in common use: steam engines, gasoline or petrol engines, and electric motors. In 1900, over 2,300 automobiles were registered in New York, Boston, Massachusetts, and Chicago. Of these, 1,170 were steam cars, 800 were electric cars,and only 400 were gasoline cars.

In ten years from the invention of the petrol engine, the motorcar had evolved i

tself into amazing designs and shapes. By 1898, there were 50 automobile-manufacturing companies in the United States, a number that rose to 241 by 1908. In that year, Henry Ford revolutionized the manufacture of automobiles with his assembly-line style of production and brought out the Model T, a car that was inexpensive, versatile, and easy to maintain. The introduction of the Model T transformed the automobile from a plaything of the rich to an item that even people of modest income could afford; by the late 1920s the car was commonplace in modem industrial nations.

Herbert Austin and William Morris, two different carmakers, introduced mass production methods of assembly in the UK, thus paving the way for *a revolution in the automobile industry. Austin Seven was the world

s first practical four-seated

"baby car

which brought the pleasures of motoring to many thousands of peoplewho could not buy a larger, more expensive car. Even the

bull-nose

Morris withfront mounted engine became the well-loved model and one of the most popular cars in the 1920s.


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Automobile manufacturers in the 1930s and 1940s refined and improved on the principles of Ford and other pioneers. Cars were generally large, and many were still extremely expensive and luxurious; many of the most collectible cars date fromthis time. The increased affluence of trie United States after World War II ledto the development of large, petrol-consuming vehicles, while most companies inEurope made smaller, more fuel-efficient cars. Since the mid-1970s, the risingcost of fuel has increased the demand for these smaller cars, many of which have

been produced in Japan as well as in Europe and the United States.

Clearly, the consumer is king in a competitive environment. The automobile sector is just one of several examples of how the consumer as benefited from competition. For decades, the Indian consumer as paid dearly for our policy makers confusion between socialism and capitalism. The thoughtless policy frame as neither allowed efficient producers nor consumers to get optimum value for their effort ormoney. The recent price was triggered by Telcos Indica is an interesting case study. Let us trace the evolution of the Indian passenger car industry. Since independence till the early 1980s there were only to major Indian players-Hindustan Motors and Premier autoin the industry. As new players were barred by licensing,and imports by absurd import duties, these two car manufacturers constituted the

oligopoly.

They had neither financial muscle nor any incentive to invest in technology or quality. Little wonder the Indian consumer had the worst quality of cars in the


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World.Worse than cars available even in countries like Nepal, Srilanka or Bangladesh besides the exorbitant duty structure ensured that ownership was restrictedto the super rich the oligopolists were happy with this situation. Until the then prime ministers omnipotent son had brilliant idea! To manufacture a people carat an affordable price. Policies, government machinery, etc were twisted to, cement prices in unofficial markets (make the dream come true. The oligopolists were furious (read premier Autos annual reports of late 1980s/early1990s).but the peo

ple are maruti 800 came into existence.

We Indians have been quite happy with its japanees technology. But I realized howpoorly it compared to international cars when a well-built foreign guest of mine, unable to fit himself in the front seat, remarked, is this car or a toy? All thought that people car was available at such a low price because of the benevolent pricing our egalitarian government, which holds the majority stake in the company. Then competition arrived even for the people car (the competitor, indica, though is yet to hit the roads) and behold, the people car is affordable by manymore.-it is 10-12 percent cheaper. Some other carmakers have slashed prices by almost25%. The private players plan to sell 10000cars at lower price then the erstwhile Peoples Car has brought down prices of models that together sell about 25000

0 units every year. In cars, the price reduction is quantifiable and visible. Inthe past seven years, there have been hundreds of products where unshackling competition has benefited the consumer.


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HISTORY OF THE COMPANY 1947: October, first batch of seventy-five Utility Vehicles (UVs) imported in CKD condition from Willys overland Export Corporation.

1949: Lease of 11071 Sq. yds at Mazagaon from British India Steam navigation. The first Willys Overland Jeep built in India at the Assembly Plant, Mazagaon, andBombay.

1954: Phased manufacture of Vehicles undertaken in collaboration with Kaiser Jeep Corporation and American Motors Corporation.

1962: Indigenous content of Jeep goes up to 70%. 137 acres of land purchased atKandivli to centralize manufacturing operations.

1965: FC 150 Petrol Trucks introduced.

1967: Two wheel drive Utility Vehicles introduced. 101" wheelbase and Metal BodyUVs introduced. Indigenous content goes up by 97%.

1969: Export of vehicles started, export of total 1200 UVs together with spare p

arts to Yugoslavia. Exports also made to Ceylon, Singapore, Philippines and Indonesia.


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1970: Contracts concluded to export of 3304 vehicles, mainly to Yugoslavia and Indonesia.

1971: Separate R&D section set up.

1974: Maxi miller campaign launched to conserve fuel. CJ 4A introduced with newtransmission and axle ratio. Collaboration agreement with Jeep corporation (subs

idiary of AMC, Detroit).

1975: FC 260 Diesel light truck introduced. CJ 500 D Diesel introduced with MD 2350 Diesel Engine.

1979: Government of India approves in principle, the technical collaboration with Peugeot, France for the manufacture of XDP 4.90 Diesel Engine.

1981: Nasik Trucks Assembly Plant formally inaugurated. Peugeot Engine AssemblyPlant at Ghatkopar inaugurated. NC 665 DP Mini Truck rolls out from Nasik Assembly Line.


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1983: FJ 460 model introduced with 4-speed gearbox. Engine plant at Igatpuri wasformally inaugurated by Mr. Jean Boillot, President of Automobiles Peugeot of France for the manufacture of 25000 Peugeot and Petrol engines.

1985: New Mahindra Vehicle-MM 540 launched in Bombay. NC 640 DP with 4-speed gearbox introduced. Mahindra MM 440 introduced.

1986: CJ 640 DP Vehicle introduced.

1987: MM 540 DP metal Body Wagonette introduced.

1988: M&M signed a Memorandum of Understanding with Hyderabad Allwyn Nissan Limited to form Mahindra Nissan Allwyn Ltd., as its associate company with LCV operations in Andhra Pradesh.

1989: CJ 340 DP model introduced. M&M and Peugeot announced their tie up for themanufacture of Peugeot 504 pick up truck, BA 10 gearboxes and latest XD 3 diesel engines. M&M acquired automotive pressing unit at Kanhe, from Guest Keen Williams Ltd.


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1991: Introduction of CJ 500 DI models with MDI 2500 A direct injection diesel engines. M&M bags order to export 10000 CKD kits. Commander range of models: 650DI, 750 DP/HT were launched with tremendous market response.

1993: Mahindra Armada launched. M&M was the only manufacturer to withstand the demand recession, with increasing sales.

1995: Mahindra Nissan Allwyn Ltd. (MNAL) merged with M&M and Zaheerabad LCV operations becoming part of Automotive Sector. FJ series of LCVs were shifted from Nasik to Zaheerabad. Business Process Re-engineering Project initiated in the Division. Igatpuri Engine Plant received ISO 9002 certificate from TUV of Germany.Single Cab/Double Cab project was initiated.

1996: New LCV model Cabking DI 3150 & Mahindra Classic vehicles were launched. New Commander 5 Door Hard Top was introduced. The company was the first automobile manufacturer to get all the engine types approved for the new emission norms effective from 1st April 96. IDAM (Integrated Design & Manufacturing) set up fordesigning entirely new vehicle with the help of internationally renowned consultants.

1997: Commercial production of Ford Escort commenced at Nasik Plant. License & Technical Assistance Agreement was signed with Mitsubishi Motors Corporation for


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Manufacture of SL Body at Zaheerabad (Voyager with XD 3 and BA 10). Soft/Hard top versions of CL/MM 550, 8 seater Armada, Commander 650 DI with longer wheel base and MM 540/550 XDB models were introduced. Kandivli and Nasik plants receivedISO 9002 certificate from RW-TUV.

1998: Die shop Inauguration at Nashik Plant 2-8/8/97. Voyager launched by the Chairman at Zaheerabad Plant on 12/11/97. Complete localisation of Cabking model a

t Zaheerabad plant. Change over from 3-Speed to 4-Speed Transmission. 400 nos. Army order successfully executed at Kandivli Plant in Mar

98.


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Major Milestones: -

1945 1948:

October 2, Mahindra & Mohammed formed.

1948: 1949: 1950:

The Company was renamed Mahindra & Mahindra Limited (M & M) Steel Trading business was started in association with suppliers in U.K

Business connections in USA through Mahindra Wallace

Wallace Steel trading on behalf of European suppliers Jeep Assembly commenced

The first business with Mitsubishi Corporation (for 5000 Tons) for wagon building plates for supply from Yawata Iron & Steel

1953: Otis Elevator Co. (India) established


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1954: 1956: 1957: 1958: 1960: 1962: Mahindra Ugine Steel Company (MUSCO) for- a JV with Ugine Kuhlmann, France Mahindra Sintered Products Ltd. (MSP) formed- a JV with the GKN Group, UK. Machine Tools Division started Mahindra Owen formed - a JV with Rubery Owen & Co. Ltd., UK Shares listed on the Bombay Stock Exchange Dr. Beck & Co. formed - a JV with Dr. Beck & Co., Germany Technical & Financial Collaboration with Willys Overland Corporation

1963: International Tractor Co. of India (ITCI) formed - a JV with InternationalHarvester Co., USA


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1965: 1970: 1971: 1975: 1977: ITCI merges with M&M, to become its Tractor Dion Switch over to diesel vehicles in-house development. International Harvestercollaboration ended Mahindra Engineering & Chemical Products Ltd.(MECP) commenced operations. Vickers Sperry of India Ltd. a JV with Sperry Rand Corporation, USA Roplas (India) a collaboration with Rubery Owen, UK Manufacture of Light Commercial Vehicles commenced.

1979: License from Automobiles Peugeot, France for manufacture of XDP 4.90 Diesel Engines 1982: License from KIA for manufacture of 4 Speed Transmissions


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1983:

"Mahindra" brand of tractors born Siro Plats formed

M&M becomes market leader in Indian Tractor Market. (Position retained ever since)

1984: Mahindra Hellenic Auto Industries S.A. formed - a JV in Greece to assembleand market utility vehicles in Europe 1986: Mahindra British Telecom (MBT) formed a JV with British

Telecommunications plc (BT), UK

1987: 1989: 1991: Introduction of Commander series. Automotive Pressing Unit (now MUSCO Stampings) acquired from GKW Acquired International Instruments Ltd.


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1992: Triton Overwater Transport Agency Ltd., formed Implementation of the Service Center project at Kanhe Merged diverse activities of Steel, Machine Tools, Graphics into Intertrade Division

1993: Mahindra Steel Service Centre Limited formed in association with Mitsubishi Corporation and Nissho Iwai Corporation of Japan. Mahindra Acres Consulting Engineers Ltd. (MACE) formed - a JV with Acres International, Canada Incorporation

of MBT International Inc., USA, a wholly owned subsidiary of MBT The Companys maiden international offering the US$ 75m GDR issue.


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Introduction of Armada.

1994: Mahindra Realty & Infrastructure Developers Ltd. (MRIDL) formed Mahindra USA Inc., formed, for distribution of Tractors in the USA EAC Graphics (India) Ltd., formed in collaboration with The East Asiatic Company Ltd. A/S, Denmark Reor

ganization of the Group creating six Strategic Business Units MSL Division (AutoComponents) hived off to form Mahindra Sona Ltd. Mahindra Nissan Allwyn Limitedmerged with the Company.

1995: Mahindra Holding & Finance Ltd.(MHFL) becomes a subsidiary of M & M to carry out business as an investment company Technical collaboration with Mitsubishi/ Samcor to manufacture L300.


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1996: Mahindra Ford India Ltd. (MFIL) - a JV with Ford, Motor Co. USA to manufacture passenger cars The Company made a Foreign Currency Convertible Bond (FCCB)issue of US$ 115 million. 1997: 1999: Launch of Bijlee a battery-operated, 3-wheer environmental-friendly vehicle. The largest online used vehicle website in India launched by Mahindra Network Services. The business of Intertrade Division and Mahindra Exports Ltd. combined and renamed Mahindra Intertrade Ltd. The Company acquired major stake in Gujarat Tractors. A new die shop was inaugurated at N

asik Inauguration of The Mahindra United World College of India.

2000:

Mahindra & Mahindra Financial Services Limited becomes a subsidiary of M&M

The Company unveils new logo.


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Mahindra Auto Specialties Ltd. a new 100% subsidiary is formed. M&M sets up itsfirst satellite tractor plant at Rudrapur.

The Company launches New Age Tractor, the Mahindra Arjun 605 DI (60 HP tractor).

The Company launches Bolero GLX a Utility Vehicle a response to needs of urban consumer.

2001: A 3-wheeler diesel vehicle "Champion" is launched. The Company launches Mahindra MaXX a MUV positioned with the caption Maximum Space, Maximum Comfort. 2002: M&M launches Scorpio - the new generation Sports Utility Vehicle M&M ties upwith Renault for petrol engines. M&M established a separate division to provideDefence Solutions

2003: Scorpio - Recipient of prestigious Awards "Car of the Year" Award from Business Standard Motoring "Best SUV of the Year" and "Best Car of the Year" Awardsfrom

BBC on Wheels


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"Car of the Year" Award from CNBC Auto Car

M&M launches the "Invader" - a sporty open top vehicle. M&M opens a second tractor assembly plant in USA. M&M launches MaXX Pik Up. M&M Tractors awarded the prestigious Deming Prize for excellence in Quality the first tractor company in the

world to receive the award.

M&M launches India

s first Turbo tractor - Mahindra Sarpanch 595 DI Super Turbo.

Scorpio wins National Award for R&D. M&M ventures into Industrial Engine business Mahindra Defence & Lockheed Martin Information Systems, UK, strike an alliancefor Defence Product.

2004: Launched the Mahindra World Tractor - a 75 HP tractor in the overseas market. Formed a new Sector, Mahindra Systems and Automotive Technologies (MSAT), tofocus on developing components as well as offering engineering services.

Launched "Bolero" and "Scorpio" in Latin American, Middle East and South Africanmarkets.


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Signed MOU to enter into JV with Jiangling Motor Co. Group (JMCG) of China to acquire tractor-manufacturing assets from Jiangling Tractor Company, a subsidiaryof JMCG. M&M becomes the first Indian company to achieve sales of one million tractors. 2005: Acquired 51% stake in SAR Transmission Private Limited, a companyengaged in manufacture of gears and transmission shafts. M&M Farm Equipment Sector launch operations in Australia.

M&M becomes the first Indian auto manufacturer to launch the Common Rail DieselEngine (CRDe), offering it on the Scorpio.

Acquired 80% stake in the JV with Jiangling Motors i.e. in Mahindra (China) Tractor Company. M&M and Renault enter into a JV to manufacture of the mid-sized sedan, Logan, in India. M&M and International Truck and Engine Corporation enter into a JV to manufacture Trucks & Buses in India The first tractor from the JV, Mahindra (China) Tractor Co. Limited, rolled out on 2 July 2005


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COMPANY PROFILE M&M

s association with the automobile business dates back to 1945. The Company was incorporated in 1945 and was originally formed to manufactureutility vehicles for the Indian market, initially by importing and assembling Willys Jeep kits. The manufacture of utility vehicles commenced in 1954 in collaboration with Willys Overland Corporation and its successors, Kaiser Jeep Corporation and American Motor Corporation (now part of the Daimler Chrysler group). The Company commenced manufacturing Light Commercial Vehicles (LCV) in 1965. The C

ompany has recently entered the three-wheeler market. Over the years, the Mahindra brand of vehicles have come to represent high quality, ruggedness, durability, reliability, easy maintenance and operational economy. These are the qualitiesthat have endeared the vehicle to individuals as well as institutions like theIndian armed forces. M&M is the leader in the MUV business in the country sinceinception. M&M has comprehensive manufacturing facilities with high level of vertical integration. M&M

s automotive division has four manufacturing plants, three in the state of Maharashtra and one in Andhra Pradesh. In Maharashtra, its plants in Mumbai and Nasik manufacture multi-utility vehicles, and engines are produced at the Igatpuri plant.


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Light commercial vehicles and three-wheelers are manufactured at the Company

s plant in Zaheerabad in Andhra Pradesh.

Our Mumbai and Nasik plants with the R&D facility at Nasik are ISO/TS 16949 certified. The Mumbai plant has also been recommended for the TPM excellence award.Our engine plant at Igatpuri has QS 9000 certification. Our LCV & three-wheelerplant at Zaheerabad have ISO 9001:1994 certification. Both of these plants are a

lso working towards TS 16949 certification. Our plants in Mumbai and Igatpuri are also ISO 14001 certified.

M&M has a strong Research & Development set-up, with over 300 engineers in the automotive division. The Company

s technical prowess is proven by negligible import content in our vehicle and by the design and development of a totally, from ground upward, new contemporary SUV - Scorpio.

The division

s marketing efforts are supported by a network of more than 275 dealers across the country, which are managed by 20 sales offices. Additionally, the division has a national network of authorized service stations and stockiest to meet customer needs for servicing and spare parts.


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Having conquered a substantial portion of India

s semi-urban and rural markets,the division has in recent years secured significant success in urban regions following the introduction of premium MUVs like Bolero, and Scorpio. Scorpio is M&M

s first indigenously developed Sports Utility Vehicle - an off road vehicle with car like comforts. The Scorpio was launched in June 2002 and has been universally acclaimed. It was declared to be the "Car of the Year" by CNBC AutoCAD, BBCWheels and Business Standard Motoring. M&M

s automotive division also exports i

ts products to several countries in Africa, Asia and European & Latin American countries.


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Mahindra MOJO AppearanceThe stylish look of the all new Mahindra Mojo is not only impressive but the appearance of the new bike is very eye-catchy even. The first impression of the bike is very irresistible in single glance that it holds your view till it disappears from the road. The all new Mahindra Mojo carries lot of fascination with it and also spell bounds everyone with its appealing feature. The stylish aerodynamic and sleek body graphics of the new Mahindra Mojo offers a very extraordinary a

nd unmatched appearance of the bike. The front portion of the bike is also veryattractive and alluring. The front cowl of the mask has a very graceful bright halogen headlamp which looks very stylish and sporty and also offers clear visibility at night. The stylish dual rear view mirrors of the bike also have great appeal. The all new Mahindra Mojo also has very smart and stylish instrument panelof which comprises of fuel gauge, speedometer and rpm meter. The ergonomicallydesigned seat of the bike is very long and wide and also offers painless riding.The broad and stylish fuel tank of the new Mahindra Mojo also adds icing on thecake and makes the bike very impressive. The rear section of the new Mahindra Mojo is also very impressive and also very eye-catchy. The stylish grab rail of the new bike also offers very elegant look and also good grip. The tail lamp cluster is also very classy and the alloy wheels present in the bike makes the look

very sporty and aggressive.

EngineThe all new and stylish Mahindra Mojo is one of the most powerful bike with dynamic engine. The all new Mahindra Mojo engine is packed with engine capacity of 292 cc displacement. The engine of new Mahindra Mojo is also loaded with 4 Strokeengine with liquid cooling technology. The powerful liquid cooling technology present in the new bike will make the engine cool and smooth even at higher speed. The 4 stroke engine of the new


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Mahindra Mojo is bestowed with single cylinder, 4 valves Direct Drive SI enginewith SOHC valve configuration which will ensure clear emission and reduced friction. The powerful engine is equipped with 6 Speed Constant mesh Transmission forquicker shifting of gears. This dynamic engine of the Mahindra Mojo delivers less vibrations and noises even at higher speed. The engine produces an impressivepower of 19.3 Kw at 8500 rpm and a thumping torque of 24 Nm at 7000 rpm which will make the bike a very good performer.

AccelerationThe Mahindra Mojo is equipped with an engine capacity of 292 cc displacement. The powerful engine is endowed with 6 Speed Constant mesh Transmission which offers smoother changing of gears. The 4 Stroke engine of the Mahindra Mojo is packedwith single cylinder with SOHC for reduced friction. The powerful engine of thenew bike offers very impressive power and a beating torque for zipper acceleration and pick up.

Fuel EfficiencyThe all new and classy Mahindra Mojo is a very fuel efficient and economical bike on road. The 292 cc engine of the new Mahindra Mojo is loaded with 4 stroke, S

ingle Cylinder technology which makes the engine very fuel economical and a great performer. The 6 Speed Constant Mesh Transmission of the bike offers an amazing mileage of 25 kmpl in the city roads. The fuel tank capacity of the bike is 15.5 litres.

ColoursThe all new classy bike Mahindra Mojo is available in three color shades Black, Silver and Red. The body color of the bike is painted at the fuel tank, front fairing, side panels, and front tyre cap. Available colours Are :

BrakesThe all new Mahindra Mojo is loaded with very dynamic and sound braking system which will surely make the bike very safe while riding it. The sound braking syst

em present in the new Mahindra Mojo helps in de-acceleration of the speed of thebike when it is moving at higher speed and also ensure instant braking and guards you against the unexpected surprises that might come in your way. The front brake is 320 mm disc brake and 220 mm disc brake which will control the bike veryefficiently.

SuspensionThe all new and elegant bike Mahindra Mojo is incorporated with advanced suspension system that is sure to absorb maximum shock. The all new Mahindra Mojo willoffer greater stability and control. The dynamic suspension at the front is inverted fork telescopic hydraulic damped and at the rear it is 120 mm stroke horizontally mounted mono shox with air hydraulic damping. The advanced suspension ofthe new Mahindra Mojo provides greater stability and control to the bike and ensures jerk free rides even in the bumpy roads.

Wheels and TyresThe aggressive and sporty look of the all new and stylish Mahindra Mojo is the reason of the classy broad alloy wheels which also


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makes the bike more tough and bold. The rim size of the new Mahindra Mojo is 17inch for both the front and the rear wheel. Not only this, the all new and classy Mahindra Mojo is also packed with tubeless tyres which are broad and fatter and controls the bike very nicely even in slippery road and in the event of off-roading. The size of the tyres of the new Mahindra Mojo is 100/80 17 at the front and 150/60 17 at the rear.

Wheel Base and ControllingThe 1450 mm wheelbase of the new Mahindra Mojo will help in controlling the biketo a great extent and also ensure amazing stability. The new bike is also loaded with lot many advanced technological features like sound braking system and dynamic suspension system which is of great help in handling and controlling of the new Mahindra Mojo .

ComfortnessThe all new Mahindra Mojo is loaded with wealth of comfort features that will offer a swathe of comfort to both the rider and the pillion. The new Mahindra Mojois said to offer exhilarating relaxed ride. The long and wide comfortable seatof the new Mahindra Mojo will offer painless riding experience for the rider and

pillion in the long distance journey. The convenience of the new Mahindra Mojois enhanced with the presence of foot pegs and the passenger foot rest.

Mahindra Stallio AppearanceMahindra has given the all new Mahindra Stallio a special and attractive look. The bike is designed keeping in mind each and every section which is clearly seennow. The all new Mahindra Stallio looks very attractive both from the front side as well as from the rear side. The stylish and elegant front section of the new Mahindra Stallio is totally different and unmatched. The dynamic body graphicsof the new Mahindra Stallio is very stunning and amazing. The stylish headlampcluster of the new Mahindra Stallio gives very special look to the bike. The sweep back shape of the headlamp cluster which is placed at the front cowl of the bike is very eye catchy and also leaves it first impression with clear vision at

night. The headlight gives that extra touch of finishing to the bike. The blacktinted wind screen which is very nicely placed above the headlamp cluster of thenew Mahindra Stallio looks very glamorous and outstanding. The front turn indicators of the new Mahindra Stallio is also classy and impressive. The digital cumanalogue instrument panel of the new bike is place just behind the headlamp cluster. The instrument cluster comprises of trip meter, fuel gauge, speedometer etc. The design of the fuel tank of the new Mahindra Stallio is very impressive and looks very appealing. The wide and long seat of the new Mahindra Stallio is very comfortable and large. The rear


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section design of the new Mahindra Stallio is furnished with LED tail lamp whichmerges with the rear turn indicators. The overall look of the new Mahindra Stallio is very impressive and outstanding.

EnginePowered by a dynamic engine of 106.7 cc displacement, the all new Mahindra Stallio is very powerful and stunning performer. The new bike will definitely be a fu

n and is very convenient for riding in the city. The 106.7 cc engine capacity ofthe new Mahindra Stallio is bestowed with 4 stroke SI engine with single cylinder and SOHC valve configuration. The air cooled technology of the new Mahindra Stallio will help in cooling of the engine very fast. The new Mahindra Stallio engine is also endowed with 4 Speed Constant Mesh Transmission gearbox which offers quicker and easy shifting of gears. The powerful engine of Mahindra Stallio delivers a peak power of 7.3 PS at 7500 rpm and a thumping torque of 8 Nm at 5500rpm. The C.D.I technology is in place and the bike also reduces the vibration and also the noise.

AccelerationThe acceleration and pick up of the all new Mahindra Stallio is very amazing and

class apart. The all new and dynamic Mahindra Stallio is packed with an enginecapacity of 106.7 cc displacement with 4 stroke, air cooled, SI engine which makes the bike very powerful and also a good performer.

Fuel EfficiencyThe powerful bike of the Mahindra, Mahindra Stallio is a very dynamic performerand the bike is also very fuel efficient. The new Mahindra Stallio comes with anengine capacity of 106.7 cc with fuel injection system. The Mahindra Stallio offer a mileage of 60 kmpl in the city roads and on the highway. The fuel tank capacity of the new Mahindra Stallio is 13.7 litres with 1.7 L as fuel reserve.

ColoursThe classy bike Mahindra Stallio is available in many amazing and beautiful shad

es to offer very extraordinary look to the bike. The shades available are Red, Black, Silver, Yellow and Green. The new type of colors of the new Mahindra Stallio will attract lot of crowd. The fuel tank, front tyre cover and the front portion above halogen lamp is painted elegantly with the body color. Available colours Are :

BrakesThe all new and classy Mahindra Stallio is bestowed with sound and dynamic braking systems. The bike is endowed with 130 mm diainternal expanding drum brake atthe front and at the rear wheel. The strong braking system of the new Mahindra Stallio ensures quick and instant braking even at shorter distance and easy de acceleration of the bike. The dynamic braking system will guard you against the unexpected surprises that may come in your way.


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SuspensionThe advanced suspension technology present in the new Mahindra Stallio is very powerful in absorbing shock and thus offers stability and control to the bike. The front suspension is telescopic hydraulic damped fork and the rear one is 5 step adjustable coiled hydraulic damped fork. The advanced and powerful suspensionof the bike contributes to the handling and controlling of the bike and providesjerk free comfortable ride isolated from road noise, bumps and vibrations.

Wheels and TyresThe new Mahindra Stallio is packed with broad wheels and tyres that makes the look of the bike very sporty and robust. The smart alloy wheel present in the bikeis the icing on the cake. The wheel size for both the wheels is 18 inch. The tyres present in the Mahindra Stallio are very broad and wide and offer comfortable and hassle free ride. The size of the front tyre is 2.75 x 18 4 P and for the rear tyre is 3 x 18 6 P. The broad and big tyre size of the bike is very efficientin controlling the bike in case of off roading and also reduces the rate of skidding.

Wheel Base and Controlling

The larger wheelbase of the new Mahindra Stallio enhances the handling and control of the bike which ensures the safety of both the driver and the pillion. Theavailability of advanced and latest suspension in the Mahindra Stallio offers very safe, stable riding and the sound braking system controls the bike in de-accelerating the speed and reduces the risk of unexpected surprises that may come inyour way.

ComfortnessThe Mahindra Stallio is filled with array of comfort features that will providecomfortable ride for both the rider and the pillion. The shoe shaped seat of thenew Mahindra Stallio gives very comfortable ride and also makes the look very impressive. The Mahindra Stallio is equipped with self start ignition which ensures comfort and quick start of the bike. The advanced suspension system offers be

tter control and great riding experience without any vibrations. The foot pegs and the passenger foot rest available in the Mahindra Stallio offer great comfortand conveyance to both the driver and the pillion.


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Mahindra Duro AppearanceMahindra Two Wheelers has got sense of the Indian customers and launched a perfect scooter, Mahindra Duro, which is not only having power and pickup but also style and comfort. This is a wellknown fact that Bajaj Auto, the undisputed leaderof scooters in India, has stopped scooter production and now only focusing on bikes in India. There is a clear reason behind it that nowadays customers are opting for gearless scootertte or bike in two-wheeler segment. That

s why Mahindra

brought powerful and stylish gearless scooter including Mahindra Duro. MahindraDuro has eye-catching fit and finish from front to rear, its front view has minimum graphics, curves and components. Neat and clean front view of the Mahindra Duro has been designed with utmost care, front blinkers placing is unique. Unlikeother scooters in India, the blinkers are located at the top of the front panelat both ends, between these two, a grille shape is encarved. Mahindra Duro comes with new style front fender which is in body colour. The headlight cluster hasgot rectangular shape headlamp, placed just centrally. Unlike the Mahindra Rodeo, rear view mirrors of the Mahindra Duro are in black shade, mounted on handlebars. The mirrors are foldable that fold theirself in when an impact. The top surface of the handlebar cluster houses traditional analogue console. The console of the Mahindra Duro is comprised of two-big dials with white background and big

needles. It has fuel gauge, odometer, speedometer, high beam indicator and bothside indicators. Common switches like high and low beam, turn indicator and selfstart switch are placed at the both side of the handlebar cluster. Mahindra Duro has spacious footboard where a rider can put legs and loads. Below the handlebars cluster, a slim lockable glove box is given to store documents, Cds etc. Theseat of the Mahindra Duro is wide, long and very comfortable for both rider andpassenger. Especially, this kind of comfy seat proves its worth in long drive or in long hours riding with regular intervals in a day. Mahindra Duro features under seat luggage compartment and fuel tank, in the luggage you can have your full size helmet or other stuffs like bottles, lunch box or tools. For the rider

sdisappointment, the fuel tank is located under the seat thereby the rider has to get off the two-wheeler when re-fuelling. Mahindra Duro has body colour rear grab rail that


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is wide and stylish. However, there is a welcome addition of lamp in under storage box that enlighten it when it becomes dark. The rear view of the Mahindra Duro also matches to the front one as it has got the same attention and design. Unlike the other scooters in the class, it has board tail lamp just above the rearcowl, it also integrates rear blinkers in the same case. The silencer of the Mahindra Duro is wrapped in black colour scheme along with stainless-steel heat protector. Side panels have outlined model name sticker and racing graphics behind

it.

EngineMahindra Rodeo and Mahindra Duro shares the same 124.6cc, 4 stroke engine that is capable of generating a top power figure of 8 bhp 7,000 rpm and a peak torquevalve of 9 Nm at 5,500 rpm. If we compare it with the other models, Mahindra Duro do not scores over the other but performs well. The engine technology assiststo achieve better pickup and acceleration, gears do not disappoint the rider with its smooth and agile nature. Cornering and maneuvering in traffic become moreeasier and clever with the Mahindra Duro. It has got self and kick start optionalong with maintenance free battery. In view to have leading performance and mileage from the engine, the company could manage to have its weight light by using

compact parts and light panels.

AccelerationMahindra Duro has proved itself in many test-rides and on-road running that it is sporting the best engine in the class, even the engine capacity is very similar to others. It

s 4 stroke, 124.6cc powertrain comes with innovative technologies and rigidness. The heart of the Mahindra Duro mills a maximum power of 8 bhp at 7,000 rpm and churns out a peak torque of 9 Nm at 5,500 rpm. The top speed ofthe scooter is 80kmph. For reaching to 0-60 kmph mark, Mahindra Duro does take 12.1 seconds only.

Fuel EfficiencyMahindra Duro is loaded with a 124.6cc, 4 stroke powerplant that belts out a top

power valve of 8 bhp at 7,000 rpm and pumps out a higher torque of 9 Nm at 5,500 rpm. In order to get maximum mileage from the vehicle, the weight of the scooter is kept less by using light panels and components. Mahindra Duro has got largest fuel tank that is of 6 litres. You can get a fuel economy of around 45 kmplin city. To get status of your scooter

s fuel, the dashboard is having fuel gauge. It is to be mentioned that the rider has to get off the seat for re-fuellingthe tank as it is placed under the seat.


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ColoursWe can term the Mahindra Duro as

Bold and beautiful

animal as it has powerfulengine and decent styling. Thanks to its design and colour schemes which are evident by its stunning look and clear fit and finish. The Mahindra Duro is available in six appealing shades such as pearl white, mystique grey, fiery black, golden beige, cappuccino brown and majestic maroon. The body colour rules over the body along with a few dazzling graphics. Rear grab rail has been wrapped in body

shade, however, rear view mirrors are in black in each hue unlike Mahindra Rodeo. Available colours Are :

BrakesMahindra has been assembled with standard braking system, both the brakes come in 130mm dia. This type of conventional brakes work efficiently in Mahindra Duro.For better results, one need to operate both brakes at the same time. The riderhas to careful when braking in rainy season and slippery surface.

SuspensionThe powerful scooter, Mahindra Duro features industry standard suspension systemwhich is meant for comfortable riding on even bad roads. The Mahindra Duro boas

ts of telescopic fork and rear hydraulic type shocker, this combination does magic when required. However, you should take care of pot holes in the road and avoid riding over it, that

s the best way.

Wheels and TyresMahindra Duro has been equipped with efficient wheels and tyres, the specifications of the tyres read 3.5x10 inch at both sides. Nevertheless, these are small tyres but take you to your destination without fault. It is to be mentioned thatnowadays scooterttes are being launched with 12 inch of wheels with tuff-up tubes.

Wheel Base and ControllingThe Mahindra Duro possesses the largest wheelbase of 1290mm which is even larger

than Mahindra Rodeo. The large wheelbase helps to give the scooter utmost stability and grip on road, it also reduce the chances of skidding as well.

ComfortnessAs far as comfort is talked about, the Mahindra Duro comprises most of them suchas larger luggage compartment, footrest, easy readable meters, footrest, footpegs, glove box and clear headlamp. You can store your big size helmet under seatstorage box and documents in front side lockable glove box. The seat of the Mahindra


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Duro is long and wide for easy and comfortable seating. At the space between seat and front side, the footrest, you can carry bag like items.

Mahindra Cevalo Mahindra Ceva AppearanceThe new and trendy Mahindra Cevalo is going to again thrill the market with itsadvanced technology and impressive features. The front end sleek body graphics of the new bike will offer greater riding experience. The new bike will give a ne

w definition to the two wheeler industry with its launch. The eye catchy charismatic looks of the new Mahindra Cevalo is sure to attract large number of bike lovers. The view of the new Mahindra Cevalo is going to very irresistible. The classy bike carries lot of attitude in it which is very appealing. The front portion of the new Mahindra Cevalo is extraordinary and mindblowing. The aerodynamic body graphics of the new bike looks very sporty and aggressive. The headlight present in the front cowl of the new bike is also eye catchy and beholds your viewand not only this, the round shape light also given better clearance to the rider during night rides. The instrument panel of the new Mahindra Cevalo is also expected to be very stylish and elegant which may consists of electronic speedometer, fuel indicator, turn indicator signals, etc. The black colored rear view mirror of the new bike is the just like icing in the cake. The stylish handlebars o

ffers comfortable ride with easy handling and the elegant turn indicators fittedin it also looks very different. The fuel tank of the new Mahindra Cevalo is also very classy. The long and wider seat of the new Mahindra Cevalo offers painless riding experience and is one of the most comfortable bike. The stylish alloywheels of the macho bike enhance the robust and aggressive look of the bike. Therear section is also very attractive with LED tail lights and turn indicators.The overall look of the bike is just incredible.

EngineThe upcoming Mahindra Cevalo is powered by 125 cc engine which is sure to offerstunning and outstanding performance. The new Mahindra Cevalo engine is endowed


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with Air-cooled technology. The 125 cc displacement engine of the Mahindra Cevalo is expected to be incorporated with fuel injection system which will ensure usage of even single drop of fuel in the machine. The engine is also expected to be packed with 4 valves per cylinder and SOHC valve configuration for reduced friction and clear emission. The powerful engine of the bike is expected to producemaximum power of 15 bhp and a beating torque which will enhance the acceleration of the bike. The new Mahindra Cevalo is also expected to be good performer and

very economical on roads.

AccelerationThe all new upcoming Mahindra Cevalo will be equipped with 125 cc massive enginewhich will surely make the performance of the bike dynamic and powerful. The thumping power of 15 bhp and beating torque of the new Mahindra Cevalo will also offer mind blowing acceleration and pick up of the bike.

Fuel EfficiencyThe huge bike Mahindra Cevalo is expected to be very fuel efficient, and the performance this bike is sure to make its mark. As we already know that the all newMahindra Cevalo is expected to be powered by 125 cc engine. The powerful engine

is also equipped with better fuel injection system which in turn will make thisbike very efficient. The new Mahindra Cevalo is expected to offer a mileage of50 kmpl. The bike has the fuel capacity of 13.5 ltr with 1.5 ltr fuel reserve.

ColoursThe exact detail on the number of shades for the new and upcoming Mahindra Cevalo is not available. But it is expected to come in many exciting shades and colors to capture your heart, Stay tuned with us to know more about the same in myindiaguide.com. Available colours Are :

BrakesThe upcoming bike Mahindra Cevalo is expected to be loaded with very sound braking system. The Brembo mono disc brake is expected to be present in both the whee

ls of the new Mahindra Cevalo . This smart and advanced braking of the new Mahindra Cevalo will surely control the huge bike in the case of off-roading and alsowill minimize the rate of skidding in the watery and slippery surfaces. This will also enhances the de acceleration of the speed and also ensure short distancebraking.

SuspensionThe new Mahindra Cevalo will be fun to ride as it is expected to be endowed withlatest and advanced suspension system which will surely enhance greater controlling and stability of this huge bike. The stylish and dynamic Mahindra Cevalo isexpected to have naked chain sprocket chassis that will help in handling the bike. The new bike is also expected to be incorporated with mono-shock suspensionsystem. This sound suspension system of the new Mahindra Cevalo will offer you smooth and jerk free ride even in the twisty roads.


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Wheels and TyresThe smart and trendy Mahindra Cevalo is expected to be packed with 17 inch diameter front wheel and rear wheel. The broad and huge wheel of the strong MahindraCevalo is going to offer very stylish, stunning and aggressive looks. The sportylook of the upcoming bike is complemented with the alloy wheels and the huge tyres present in the bike. The new Mahindra Cevalo is expected to be fitted with huge and broad tyres. The broad tyres will of great help in controlling and handl

ing of the bike in the event of offroading or in slippery road or watery surface.

Wheel Base and ControllingThe wheelbase of the upcoming Mahindra Cevalo is expected to be very large. Thelarger wheelbase is very much essential to have better control and stability. The new bike is expected to be bestowed with array of latest and advanced featuresthat will help in better controlling and handling of the bike. The dynamic suspension system and ultimate braking system of the new bike is also one of the advantages of the new Mahindra Cevalo .

Comfortness

The new Mahindra Cevalo is sure to offer fun and exhilarating riding experience.The bike is expected to be the most comfortable of the entire bike in its segment. The stylish long and wide seat of the new bike is answer for this which willoffer painless riding experience for both the rider and the pillion. The Mahindra Cevalo will give swathe of comfort and will make your ride very smooth and comfortable. The availability of foot pegs will also enhance the comfort level ofthe bike. The electric start also offers very comfortable starting of the bike.

AppearanceThe new and trendy Mahindra Cevalo is going to again thrill the market with itsadvanced technology and impressive features. The front end sleek body graphics of the new bike will offer greater riding experience. The new bike will give a new definition to the two wheeler industry with its launch. The eye catchy charism

atic looks of the new Mahindra Cevalo is sure to attract large number of bike lovers. The view of the new Mahindra Cevalo is going to very irresistible. The classy bike carries lot of attitude in it which is very appealing. The front portion of the new Mahindra Cevalo is extraordinary and mindblowing. The aerodynamic body graphics of the new bike looks very sporty and aggressive. The headlight present in the front cowl of the new bike is also eye catchy and beholds your viewand not only this, the round shape light also given better clearance to the rider during night rides. The instrument panel of the new Mahindra Cevalo is also expected to be very stylish and elegant which may consists of electronic speedometer, fuel indicator, turn indicator signals, etc. The black colored rear view mirror of the new bike is the just like icing in the cake. The stylish handlebars offers comfortable ride with easy handling and the elegant turn indicators fittedin it also looks very different. The fuel tank of the new Mahindra Cevalo is also very classy. The long and wider seat of the


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new Mahindra Cevalo offers painless riding experience and is one of the most comfortable bike. The stylish alloy wheels of the macho bike enhance the robust andaggressive look of the bike. The rear section is also very attractive with LEDtail lights and turn indicators. The overall look of the bike is just incredible.

Engine

The upcoming Mahindra Cevalo is powered by 125 cc engine which is sure to offerstunning and outstanding performance. The new Mahindra Cevalo engine is endowedwith Air-cooled technology. The 125 cc displacement engine of the Mahindra Cevalo is expected to be incorporated with fuel injection system which will ensure usage of even single drop of fuel in the machine. The engine is also expected to be packed with 4 valves per cylinder and SOHC valve configuration for reduced friction and clear emission. The powerful engine of the bike is expected to producemaximum power of 15 bhp and a beating torque which will enhance the acceleration of the bike. The new Mahindra Cevalo is also expected to be good performer andvery economical on roads.

Acceleration

The all new upcoming Mahindra Cevalo will be equipped with 125 cc massive enginewhich will surely make the performance of the bike dynamic and powerful. The thumping power of 15 bhp and beating torque of the new Mahindra Cevalo will also offer mind blowing acceleration and pick up of the bike.

Fuel EfficiencyThe huge bike Mahindra Cevalo is expected to be very fuel efficient, and the performance this bike is sure to make its mark. As we already know that the all newMahindra Cevalo is expected to be powered by 125 cc engine. The powerful engineis also equipped with better fuel injection system which in turn will make thisbike very efficient. The new Mahindra Cevalo is expected to offer a mileage of50 kmpl. The bike has the fuel capacity of 13.5 ltr with 1.5 ltr fuel reserve.

ColoursThe exact detail on the number of shades for the new and upcoming Mahindra Cevalo is not available. But it is expected to come in many exciting shades and colors to capture your heart, Stay tuned with us to know more about the same in myindiaguide.com. Available colours Are :

BrakesThe upcoming bike Mahindra Cevalo is expected to be loaded with very sound braking system. The Brembo mono disc brake is expected to be present in both the wheels of the new Mahindra Cevalo . This smart and advanced braking of the new Mahindra Cevalo will surely control the huge bike in the case of off-roading and alsowill minimize the rate of skidding in the watery and slippery surfaces. This will also enhances the de acceleration of the speed and also ensure short distancebraking.

SuspensionThe new Mahindra Cevalo will be fun to ride as it is expected to be endowed withlatest and advanced suspension system which will surely enhance greater controlling and


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stability of this huge bike. The stylish and dynamic Mahindra Cevalo is expectedto have naked chain sprocket chassis that will help in handling the bike. The new bike is also expected to be incorporated with mono-shock suspension system. This sound suspension system of the new Mahindra Cevalo will offer you smooth andjerk free ride even in the twisty roads.

Wheels and Tyres

The smart and trendy Mahindra Cevalo is expected to be packed with 17 inch diameter front wheel and rear wheel. The broad and huge wheel of the strong MahindraCevalo is going to offer very stylish, stunning and aggressive looks. The sportylook of the upcoming bike is complemented with the alloy wheels and the huge tyres present in the bike. The new Mahindra Cevalo is expected to be fitted with huge and broad tyres. The broad tyres will of great help in controlling and handling of the bike in the event of offroading or in slippery road or watery surface.

Wheel Base and ControllingThe wheelbase of the upcoming Mahindra Cevalo is expected to be very large. Thelarger wheelbase is very much essential to have better control and stability. Th

e new bike is expected to be bestowed with array of latest and advanced featuresthat will help in better controlling and handling of the bike. The dynamic suspension system and ultimate braking system of the new bike is also one of the advantages of the new Mahindra Cevalo .

ComfortnessThe new Mahindra Cevalo is sure to offer fun and exhilarating riding experience.The bike is expected to be the most comfortable of the entire bike in its segment. The stylish long and wide seat of the new bike is answer for this which willoffer painless riding experience for both the rider and the pillion. The Mahindra Cevalo will give swathe of comfort and will make your ride very smooth and comfortable. The availability of foot pegs will also enhance the comfort level ofthe bike. The electric start also offers very comfortable starting of the bike.

LITERATURE REVIEW


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MEANING OF THE CUSTOMER SATISFACTION:

Whether the buyer is satisfied alter purchase depends on the oilers performancein relation to the buyers expectations in general;

"Satisfaction is a persons feeling of pleasure or disappointment resulting fromcomparing a products perceived performance (or outcome) in relation to his/her e

xpectations. As this definition makes clear, satisfaction is a faction of perceived performance and expectation. If the performance fails short of expectations,the customer dissatisfied, highly many companies are aiming for high satisfaction, because customers who are just satisfied still find it easy to switch when abetter offer comes along. Those also are highly satisfied are much less ready to switch high rates faction or delight creates un emotional bond with the brand,net just a rational preference the result is high customer loyalty. Buying experiments friends and associates advice and market and competitors information andpromises. If marketer raises expectations too high the buying is likely to be disappointed.


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A customer decision to be loyal or to default is the sum of many small encounters with the company, consulting firms etc. corporation says that in order to convert all the small encounters to customer loyalty, companies need to create a "Brand Customer Experience". Customer oriented thinking requires the company to define customer needs from the customer point of view not from its own point of view. Every product involves trade offs, and management cannot known what these arewithout talking 10 and researching customers. Thus, a car buyer would like a hi

gh performance car that never breaks down that is safe, attractively styled andchief Since, all of them virtues cannot be confined in one cany the car designermust make hard chooses not on what pleases them but rather on what customer prefer are expect. The aim, after all, is to make a sale through meeting the customers need.

Why is it supremely important to satisfy to customer?

Basically because of company

s sale each period comes from two groups. New customer and repeat customer. It always cost more to attract new customers than to retain current customer. Therefore, customer retention is more critical than customer attraction.


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The. Key to customer retention is customer satisfaction to satisfied Customer. Buys again Talks favorably to others about the company. Pays less attention to competing brands and advertising. Buys other products from the same company.

One Japanese businessman told the magazines "our aim goes behind satisfying thecustomers, our aim is to delight the customer". In fact, this is higher the great marketers. They go behind meeting the mere expectations of the customers, when

they delight a customer, the customer talks to even more acquaintances about the One companies. The delighted customers are more effective adventurous than advertisement placed in the Media. Now let us consider what happen when the companycreates a dissatisfied customer. Whereas we have pointed out, a satisfied customer tells three people about a good product experience, a dissatisfied customergripes to eleven people. In fact, in one study, 13% of the people who had a problem with an organization complain about the company to more than 20 people. Suppose each person who heard the bad story told to eleven people. Suppose each person who told another eleven and soon. Clearly, bad word of mouth travels faster an faster than good word of mouth and car easily poison the public

s attitude about the company.


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Thus, a company should be away to regularly measure customer satisfaction. It cannot rely just on voluntary complain from customers when they are dissatisfied.In fact, 96% of the unhappy customers never tell the company. Companies should set up survey and suggestion systems to maximize to customers opportunity to complaint.

In this way. The company will learn how we!! It is doing. It is also a major way

for (lie company to learn how to do better. The 3M company claims that over 2/3rd of innovative ideas come from the listening to customer complains.

Listening is not enough. He company must respond constructively in the complainof the customers who register a complain between 54 and 70% will do business again with the organization. If the customer feels that t h e complaint was resolved quickly. Customers who have complain to an organization and had their complaints satisfactorily resolved tell about the organization to fine people about thetreatment they received. When a company realizes that a loyal customer may account for a substantially sum of revenuer over the years, it seems foolish to riskloosing over a small matter, for example, IBM makes sales person write a full report on each least customer and all the steps are taken to restore satisfaction.


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A customer-oriented company would track its customer satisfaction level each period and set improvement goals. If they manage to increase customer satisfactionand loyalty, it docs not have top worry even if its profits are down in a particular year. If is on the right track satisfaction keeps falling it is on the working track. Profit would go up or down in a particular year for many reasons, inclosing rising controls, falling prices, major new investments and soon. But, theultimate sign of a healthy company is that its customer satisfaction index is h

igh and keeps rising companys future profits.


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Management Problem

Management wants to know why there is decline of customers visit at Koushik marketing Service centre, Hanamakonda.

Research Problem

To analysis customers satisfaction level and Response with respect to Koushik marketing Service centre, Hanamakonda.

Statement of the Problem

Todays customers are an important element in every business so to retain a customer and make the loyal company is a great challenge.


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This is what made me to take up this project on A STUDY ON CUSTOMER SATISFACTIONREGARDING AFTER SALES SERVICES OF

MAHINDRA&MAHINDRA AT KOUSHIK MARKETING HANAMAKONDA.

SERVICE CENTER

Purpose of the Study

The purpose of the study on customer satisfaction regarding after sales servicesand to know any suggestions to improve the koushik marketing service centre, Hanamakonda.

Scope of the Study

In this competitive world retaining the customers has become important part andparcel of the business activity, since in these arena the people who adopt to changes and new technologies will survive. This study will help to understand customer need, preference and what they require from the service station and this st

udy will not only help me as a student but it will also the koushik marketing toimprove its service standard.


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Objectives of the Study: -

1. To know the customers satisfaction level at Authorized Mahindra &Mahindra service centre in Hanamakonda District 2. To know the perception of customers regarding the charges/ rates offered by the service centre. 3. To know the reasons fordecline of customers visit at Koushik marketing Service centre. 4. To know the suggestions from customers to improve the service center 6. .


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ORGANISATION PROFILE

Koushik automobile is situated at mujawar complex puna road Hanamakonda. It wasstarted in the year 1937 by shri devidas tarundas shah first it was dealer of ford motors. Then 1952-it dealer of Mahindra and Mahindra under the dealership ofuniversal motors Bombay. In the year 1972 it acquired the dealership of Mahindraand Mahindra wholly in Hanamakonda district. Till today it has maintained its r

eputation.


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Koushik automobile is a partnership firm. It has three partners and all the three partners look after three departments. The departments are spares department,sales department, &service department. Mr. kishor d shah looks spares parts department, Mr. dinesh d shah looks sales department and Mr. Mahindra d shah looks service department

Spares department has 4 employees. Sales department 3 employees. This three empl

oyees have different posts. They are sales manager and sales executives.

Service department has total 25 employees; in there are 5 clerks and 20 mechanics. Koushik marketing sell every products of Mahindra and Mahindra expect scorpio.orginal spare parts are sold in koushik marketing only and no where else

ORGANISATION CHART

Sales Department Sales department in charge (Mr. Dinesh D Shah)


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Sales Manager

Sales Executives

Spares Department Spares Department In charge (Mr. Kishore D Shah)

There are four employees under Mr.Kishore D Shah

Service Department Service Department In charge (Mr. Mahindra D Shah)

In this servicing centre, there are 20 employees in that there are 15 are mechanics and rests of 5 them are thinkers. Other than this there are 2 clerks and 1-computer operators.


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PRODUCTS SOLD BY KOUSHIK MARKETING IN HANAMAKONDA

Mahindra stalio Mahindra rodieo

Sampling

Concerned to my project, the respondents were chosen Stratified


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Random Sampling (quota sampling).

. SAMPLING PROCESS

Area: Hanamakonda Sample Frame: consumers who owned Mahindra vehicles. Sample uni

t: Individual owners of Mahindra vehicle. Sample size: 100 Respondents of Mahindra vehicle. Sampling method: Stratified random sampling (quota sampling).

Research Design

The research study was made keeping in mind the various factors that were workedout in informal discussion with the Koushik Automobile, that would be includedas a research object and the study can be based on the objectives.

Steps in the Research Design Define the research problem Estimate the value of Information Select the data collection method Select the measurement technique


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Select the Sample Select the Analytical Approach Evaluate the ethics of the Research Specify time and financial cost Prepare the Research Proposal

1. Define the research problem To analysis customers satisfaction level and Response with respect to Koushik marketing Service centre, Hanamakonda.

2. Estimate the value of Information The value of information should exceed theexpected cost. I am conducting the Stratified Random Sampling method. Sample sizes for my research will 100 in numbers.

3. Select the data collection method


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Decided to go for survey methods i.e., stratified random sample. Using the questionnaire conducting the survey and using Dichotomous (close-ended), rating scaleand open-ended questions.

4. Select the measurement technique Descriptive type of research, using the questionnaire with rating scale, open & close- ended questions.

5. Select the Sample The sample would be Individual owners of Mahindra vehicle ,In Hanamakonda Dist

6. Select the Analytical Approach Analyzing the collected information with the help of percentages (%) using MS-Excel software.

7. Evaluate the ethics of the Research The collected information (data) will beused for solving the management problem and not for any non-ethical objects; themain objectives will be addressed.


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8. Specify time & financial cost Time needed is two months (8 weeks) and the financial costs are, Daily expenses about 20/- for two months it would be 1200/Stationary and Printing about 1500/Traveling Expenses about 1000/Total Financial Cost = 1200+1500+1000 = 3700/-

9. Prepare the Research Proposal:


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As the customers visit were going down from few years in the Koushik marketing Service center, Hanamakonda So the management wants to know what are the Customers expectation and responses towards Koushik marketing Service centre, Hanamakonda. For this purpose there was need to know the Customer satisfaction level regarding after sales services of Mahindra and Mahindra at Koushik marketing ServiceCentre, Hanamakonda.

Data Collection Methods:


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The information necessary for this research data collected by tapping primary and secondary sources. The sources are as follows:

Primary Sources: a) Questionnaire b) Personal interaction

Secondary Sources: a) Company Websites b) Related Information from Internet c) Company Reports Books and Publications.

Measuring Tools:

The measurement and evaluation of the data is done using statistical tools and techniques such as simple percentage method, mean, graphical representation withhelp of data code sheet using MS Excel software.


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RESULTS AND DISCUSSION WITH GRAPHS: (ANALYSIS)

Q.No

2

3

4

5 1 2 3 4

6

8

10 A B C 2 4 3 3 2 3 2 3 3 2 3 4 2 4 1 4 3 3 3 3 2 4 3 3 3 2 1 4 3 D 2 4 3 4 1 41 3 4 2 3 4 2 3 1 4 4 2 3 3 1 4 3 3 4 1 3 4 3

11

13

Samples 1 1 2 3 3 2 4 4 5 2 6 5 7 1 8 2 9 3 10 2 11 3 12 4 13 2 14 5 15 1 16 2 17 3 18 5 19 1 20 2 21 3 22 4 23 1 24 3 25 2 26 3 27 3 28 5 29 2

2 3 2 3 2 3 1 2 4 3 3 4 2 2 4 2 1 2 2 2 4 3 4 3 1 4 4 3 1

2 3 2 2 1 3 5 2 5 4 2 2 2 2 5 2 3 2 1 2 4 3 2 3 1 4 2 1 4

1 1 2 1 2 1 3 2 3 1 1 2 1 3 2 1 1 2 1 2 1 3 3 1 2 1 1 2 1

3 3 3 2 3 2 4 2 4 1 3 2 3 2 4 1 4 4 1 1 2 3 1 3 2 3 3 4 3

3 3 3 3 2 4 3 2 2 3 3 4 2 3 4 2 3 3 2 3 2 2 4 3 2 2 3 2 3

2 4 3 1 3 1 4 3 1 2 2 3 2 3 4 4 1 4 3 3 4 4 3 3 2 4 3 2 3

2 4 3 2 3 2 3 3 2 2 3 3 2 3 4 4 2 4 3 3 3 4 3 3 3 3 2 3 3

1 1 1 1 2 1 1 1 1 1 1 1 2 1 1 1 2 2 1 1 1 1 2 1 1 1 1 1 1

1 1 1 1 2 1 2 1 1 1 1 2 1 1 1 1 2 1 2 1 2 1 1 1 1 2 1 2 1


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30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 5657 58 59 60 61 62 63 64 65

5 2 5 5 2 3 5 4 3 3 4 2 2 3 2 2 2 3 5 3 5 3 2 3 2 3 2 4 5 3 3 3 3 2 1 4

2 1 2 5 2 4 4 4 3 3 4 2 2 3 2 3 2 2 2 2 5 2 2 2 2 3 3 4 5 3 2 3 2 3 3 4

2 3 2 2 2 3 4 3 3 5 2 2 2 3 2 2 2 2 2 2 3 2 3 2 2 3 4 4 5 3 2 3 3 3 3 4

2 2 1 1 2 1 2 1 1 1 1 1 3 1 1 1 2 1 2 2 1 2 1 1 2 1 1 1 2 1 2 1 1 1 2 1

2 3 2 2 2 3 4 2 3 3 1 2 2 3 2 1 2 3 3 4 4 2 3 3 2 3 4 4 3 3 2 3 3 3 3 2

3 2 2 3 2 1 2 2 2 3 3 2 3 3 3 2 2 3 2 2 2 2 3 2 2 3 2 3 2 1 2 3 2 3 2 3

3 3 2 2 3 3 2 3 3 1 2 3 3 3 2 2 1 3 3 3 3 3 1 3 2 2 3 3 3 3 2 2 2 3 4 4

2 3 3 3 3 3 2 3 4 3 2 4 3 4 2 3 2 3 3 3 3 3 1 3 2 3 3 4 4 3 2 2 2 3 3 4

3 3 4 4 3 3 2 3 4 2 2 4 3 4 2 2 3 3 3 2 3 3 1 2 3 1 3 4 4 3 3 1 2 3 2 2

1 3 4 4 3 3 2 3 4 1 2 4 3 4 3 3 4 3 3 2 3 3 1 1 3 1 3 4 4 3 3 4 2 3 1 2

1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 1 2 1 2 1 1 1 2 1 1 1 1 2 1 1 1 1 2 1

1 1 2 1 1 1 2 1 2 1 2 1 1 1 1 1 2 1 1 1 2 1 1 1 2 1 1 1 1 1 1 1 1 1 2 1


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66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 9293 94 95 96 97 98 99 100

3 5 5 3 2 5 4 4 5 4 5 3 2 5 4 1 3 2 3 4 3 4 3 3 4 3 2 4 5 3 4 2 1 1 1

3 5 4 3 3 5 4 4 3 4 4 3 4 5 3 4 1 2 3 3 3 4 3 3 4 3 2 3 3 4 4 4 5 5 5

3 5 5 3 4 5 4 4 4 3 4 2 3 5 2 3 1 4 3 2 3 2 4 3 5 4 3 1 3 4 2 3 2 3 1

2 1 2 1 1 1 1 2 1 2 1 2 1 1 1 2 2 1 1 1 1 1 1 2 1 1 1 2 2 1 1 1 2 3 3

2 4 3 3 4 3 3 3 3 3 4 3 2 4 3 4 1 3 1 3 4 3 3 4 3 3 3 4 2 3 3 4 2 1 2

3 2 4 4 3 2 1 1 2 1 1 3 3 2 3 2 3 2 3 4 1 2 2 1 2 1 1 2 3 2 2 1 2 3 2

1 1 4 3 4 1 1 1 1 1 1 4 4 3 2 3 4 3 4 4 3 2 2 1 2 2 1 1 1 1 2 3 4 3 4

1 2 4 3 4 1 1 1 2 1 1 4 4 3 2 3 4 3 4 4 3 2 2 1 2 1 1 1 1 1 2 3 3 2 3

3 2 4 1 1 2 1 1 2 1 2 4 4 3 2 4 4 3 4 3 3 2 1 3 1 1 2 2 3 2 3 1 2 1 3

4 3 4 1 1 3 1 1 1 1 3 4 4 3 2 4 4 3 4 2 3 2 1 3 1 1 2 2 3 2 4 1 1 2 4

2 2 1 1 1 1 1 1 1 2 1 1 1 1 2 1 1 1 1 1 2 1 1 2 1 1 1 2 1 1 1 2 1 2 1

2 1 1 1 1 2 1 1 2 2 2 1 1 1 2 1 1 1 1 1 2 2 1 1 1 1 2 2 1 2 2 1 1 1 2


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ANALYSIS OF CUSTOMER SATISFACTION


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2.

Satisfied with overall service provided by koushik marketing 1. Strongly Agree 5.Strongly Disagree 10 16 2. Agree 4. Disagree 25 18

3. Neither agree not disagree 31

Interpretation According to my survey, out of 100, responds 31% of the people says neither agree nor disagree about overall service provided by Koushik marketing. And 25% of the people agree. And 18% of the people disagree, and 16% of the people says strongly disagree, and lastly 10% of the people strongly agree aboutoverall service provided by Koushik marketing.

3. Authorized service station has sophisticated tools and techniques. 1. Strongly Agree 06 2. Agree 3. Neither agree not disagree 32 4. Disagree

28 25


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5.Strongly Disagree

09

Interpretation Out of 100 respondents 32% of the people moderate about tools & techniques & 28% of the people agree, &25% of the people disagree & 9%of the people says strongly disagree & 6% of the people strongly agree for tools & techniqu

es.

4 Authorised service station has sufficient and genuine spares.


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1. Strongly Agree 5.Strongly Disagree

07 10

2. Agree 4. Disagree

36 17

3. Neither agree not disagree 30

Station has sufficent tools and Genuine Spares40 35 30 25 20 15 10 5 0 1. Strongly Agree 2. Agree 3 .Neither Agree nor dis Agree Respondents 4. Dis agree 5. Strongly Dis agree

Interpretation From the source of field survey, out of 100 respondents 36% of the people agree with sufficient & genuine spares, & 30% of the people moderate with the spares, & 17% of the people disagree, & 10% of the people strongly disagree,& remaining 7% of the people strongly agree for sufficient & genuine spares.

5. Labour charges compared to Authorised service and roadside Mechanics.

Samples


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1 Very high 3 Economical

60 08

2 High 4 Low Labour Charges

32 0

70 60 Samples 50 40 30 20 10 0 1. Very high 2. High 3. Economical 4. Low Respondents

Interpretation According to my survey 60% of the people says labor charge is very high in the Koushik marketing as compared to roadside or any other Authorizedservice centre, & 32% of the people says labor charge is high & remaining 8% ofthe people says labor is reasonable.& no body is ready to agree with low labor charges.

6. Delivery as per schedule.


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1 Always 3 Some Times

10 45

2 Most of times 4 Never

25 20

Delivery as per schedule45 40 35 30 25 20 15 10 5 0 1. Always 2. most of the times 3. Some times 4.Never

Respondents

Interpretation 45% of the respondents are disagree with the delivery of vehicletimings and 25% of the respondents are moderate, 20% of them said they never gettimely, and 10% of them are agree with the delivery as per schedule.


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8. On Road Break down Service. 1 Poor 3 Good 11 36 2 Fair 4 Excellent 46 07

Break down Service50 40 Samples 30 20 10 0 1.Poor 2.Fair 3.Good 4.Excellent Respondents

Interpretation In the samples taken out of 100 respondents 46% of the people says on road break down service is fair, &36% of the people says good & 11% people

says poor, & remaining people says on road break down service is excellent.

10. Whether people at service station are cooperative or not.


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Attributes Works Manager Service Advisor Service Supervisor Technicians

Low 20 13 15 22

Moderate 23 25 27 16

High 38 44 39 34

Very High 19 18 19 28

People at service station are cooperative50 40 30 20 10 0 works manager service Supervisor Respondents low moderate highvery high

Interpretation Based on my survey the customers are says that works manager is 38% high, 20% low &23% moderate with them at service station and service advisoris 44% is high, 13% low and 25% moderate with them and service supervisor is 39%is high , 15% is low and 27% moderate with them. And technicians are 34% high,22% low and is 16% moderate with them at service station.

11. It is helpful if service station is kept open on Sundays


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Yes No

80 20

Service Station kept on Sundays

20%

80%

Interpretation

From the source of field survey nearly 80% of people says it is helpful to them,if service station is kept open on Sundays.

13. Whether you would recommended Koushik service station to others.

Yes No

71 29


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Recommend to others

29

71

Interpretation According to my survey 71% of people says that, they are recommen

ded koushik marketing to others. And 29% of people are not recommended koushik automobile to others.

FINDINGS AND SUGGESTIONS


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Findings: -

According to my survey, out of 100, responds 31% of the people says neither agree nor disagree about overall service provided by Koushik marketing

Out of 100 respondents 32% of the people moderate about tools & techniques

From the source of field survey, out of 100 respondents 36% of the people agreewith sufficient & genuine spares,

According to my survey 60% of the people says labor charge is very high in the Koushik marketing as compared to roadside or any other Authorized service centre.

45% of the respondents are disagree with the delivery of vehicle timings.

In the samples taken out of 100 respondents 46% of the people says on road breakdown service is fair.


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From the source of field survey nearly 80% of people says it is helpful to them,if service station is kept open on Sundays.

Suggestions: -

Management should

Documents

44693956 Mahindra Customers Satisfaction After Sales