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A summer training project report
on
“A STUDY ON CUSTOMER SATISFACTION
WITH REFERENCE TO
APOLLO TYRES”
Submitted By:
Priyanshu
Roll no.: 14249!!"
#or the partial $ul%llment $or the degree o$
&aster o$ Business Administration
'2!14(1)*
SHRI RAM COLLEGE OF MANAGEMENT
MUZAFFARNAGAR
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Decl!"!#on
+ Priyashu hereby declare that the summer training
project entitled 8A study on customer satis$action ith
re$erence to Apollo 7yres is on or, in the partial
$ul%llment o$ reuirement $or the degree o$ &.B.A. &aterial
contains this report neither pre/iously published or ritten
by any other person nor accepted $or the aard o$ any other
master degree by uni/ersity o$ higher learning.
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E%ec&#'e S&mm!"(
Apollo Tyres is a leading tyre manufacturer of India with subsidiaries in South Africa and Europe. The
company manufactures tyre for passenger cars, truck & bus, farm, off-the road, industrial and specialty
applications like mining. a!or brands are Apollo, "unlop, #ai$en, aloya, %egal and redestein.
The company is e'pected to benefit from a structural shift to radialisation and growth in the
automobile industry.
This report takes you through the (ompany information and a detailed S)*T Analysis of the
company in this report. The report pro+ides useful and comprehensi+e information about the company
This coupled with S)*T Analysis can be utili$ed for in+estment related decision.
A+,ll, at a Gla-
@ ;stablished in 192
@ A turno/er o$ S3 2 billion '+R 12 bn* as o$ #C 14(1=
@ A/ailable in o/er 1!! countries
@ /er 1)!!! employees
@ &anu$acturing $acilities in Asia and ;urope. -reen%eld in ungary.
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S-,+ ,f th r+,rt
(ompanys business profile at a glance
Aerial +iew of the companys financial performance
In depth analysis of arious actors affecting the growth of the company as well as sector as a whole
actors dri+ing growth, Issues & (hallenges
inancial comparison of the company with its peers
Ras,s t, /uy
To understand the +arious factors which are fuelling the growth and those which are/will be critical
for the companys performance in the near term
(omprehensi+e report co+ering all the aspects re0uired to understand the companys performance
weighing against the peers.
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Com)!n( P"o*le
The history of Apollo Tyres Ltd. is about a companys passion, determination and will t
surpass all obstacles and emerge as a leader in the Indian tyre industry. 1amed after the radian
Greek Sun God Apollo, the company has created a niche for itself in the Indian tyre marker. Afte
three decades of consistent growth, today, Apollo Tyres 2td. is Indias premier tyre manufacturing
company.
The companys license was obtained in 3456 by r. athew T arattukalam, 7acob Thoma
and his associates. In 3458 the company was taken o+er by "r. %auna0, #erala. The commercia
production began in 1977 with an installed capacity of 420,000 each of tyres and tubes.
High Peror!"n#e $o!p"ny Th"t %"kes &ndi"'s %ost (eli")le Tyres
Apollo Tyres 2td, with its corporate head0uarters in 9urgaon, India, is in the business of
manufacture and sale of tyres since its inception in 3456. *+er the years, the company has grown
manifold, establishing its footprint across the globe.
The company has manufacturing units in India and The 1etherlands. It is also setting up a new
manufacturing facility in :ungary, with a planned in+estment of ;85< million. The company markets
its products under its two global brands - Apollo and redestein, and its products are a+ailable in o+e
3== countries through a +ast network of branded, e'clusi+e and multi-product outlets.
At the end of its financial year on arch >3, 6=3
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Apollo tyres 2td. AtlF is an %s.6, B== crore, high performance company. In terms of si$e, it
second largest in India and 35th globally.
Apollo is built around the core principals of creating share holder +alue through reliability in
products and dependability in its relationship with its stake holders. Apollo tyres 2td. is a dynamic a
professionally managed organi$ation that is built on trust and transparency.
0isi,
*A le"der in the &ndi"n tyre industry "nd " signii#"nt glo)"l pl"yer, pro+iding #usto!er delig
"nd enh"n#ing sh"reholder +"lue.
The man who dares is the man who has dreamt GGGG At Apollo Tyres 2td., we firm
belie+e that no opportunity can be created without a proper plan. *ur efforts draw inspiration from t
+ision and the core +alues our +isionaries ha+e chalked - out for us.
ision and +alues that transcend the geographical, as well as the boundaries of the
mind.
Cecause we dare to dream, creating the best tyres in the world is not only our mission its our lifestyl
The one word that symboli$es all that we belie+e is $(-AT-.
0alus
• (ustomer irst
• Cusiness Ethics
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• (are for Society
• Empowerment
• (ommunicate *penly
• *ne amily
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P"od&c$ C!ego"( In Two W+eele"
Segmen
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In"od&c#on
The need to satisfy customers for success in any commercial enterprise is +ery ob+ious. The income
of all commercial enterprise is deli+ered from the payments recei+ed for the products and ser+ic
supplied to its e'ternal customers. If there are no customers, there is no income and there is no
business. In other words customer is the pi+otal point for the e'istence of commercial establishment.
Thus the core acti+ity of any company is to attract and retain customers. It is therefore no
surprise that Peter ruker the renowned management 9ury, has saidH to satisfy the customer is th
mission and purpose of e+ery business.
The main ob!ect of e+ery organi$ation is to earn more profit, to achie+e this ob!ect
organi$ation should increase its sales by getting more customer and the only way to get more custom
is that the organi$ation should pro+ide e'pected satisfaction to the customers.
:ere the word customer satisfaction means Jthe utility which customer e'pect from
product and when a customer get e'pected utilities it is called as customer satisfaction.
AK*22* manufactures the largest range of tyres in India and en!oys the highest bra
preference for superior 0uality, company manufactures the largest range of tyres in India and is
market leader with the largest market share it tyre industry.
Since 348 AK*22* tyres has consistently been chosen as oem fitment by almost e+ery ma
car manufacturer in India apart from tyres AK*22* also manufacturer con+eyor belts, pretreads a
ad+anced polyurethane paints.
:ere e+ery customer of AK*22* is getting satisfaction and it may analy$ed by the follow
information
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• AK*22* own 1o. 3 award for customer satisfaction by 7." Kower Asia pacific for 6==3&6=
• It is also created good brand name in other countries also, and it is the first Indian company
e'port tyres to the ?S, the +ery birthplace of tyre technology. It is the first company in India
manufacture and market 1ylon tyres passenger tyres commercially.
• AK*22* is pro+iding huge number of products to the customer as per the re0uirement a
need.
• They pro+ide more warranties to the customers and it will shows that the company h
confident on its product.
So as per the abo+e information it found that the customer satisfaction towards AK*22* tyres is goo
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Stat1t ,f th +r,/l1s2
• Krofit earning has become one of the important ob!ecti+es of each and e+ery company.
• It is +ery easy to attract new customers but retaining old customer is too difficulty only the
satisfied customer will remain loyal to the firm brands.
• A person enters a showroom when he wants to purchase tyres, but before purchasing tyres he
consults so many persons about tyre. 2ike about price, 0uality, ser+ice etc, and then he make
decision to purchase.
• If he finds any problem with tyres, he may change his positi+e attitude into negati+e attitude
towards tyres gi+en by the showroom.
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The study is purely based on the sur+ey conducted in 9urgaon city and has focused
customers. The study co+ers the information about the mind set which may +aries from situation
where the respondents may not be able to gi+e re0uired and accurate information.
LIMITATIONS2
3. "ue to respondents busy schedules, the interests shown by respondents to answer
0uestionnaire may be less. This may ha+e resulted in collecting inaccurate information.
6. "ue to time and cost constraint the sample si$e selected is 3==.
>. The selected sample si$e is small as compared to the total number of customers. :ence the obtain
result may not be accurate as it may not represent the whole population.
8. The pro!ect is open for further impro+ement of the work.
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Re$e!"c+ me+odolog(
%esearch methodology is a way to systematically sol+e the research problem. It may be understood a
science of studying how research is done scientifically. In it we study the +arious steps that a
generally adopted by a researcher in studying his research problem along with the logic behind them
is necessary for the researcher to know not only the research methods or techni0ues but also t
methodology.
Rsar-h Dsi62
T"rget Popul"tion/ Kopulation of the research is the consumers who are well aware of the tyres an
who are abo+e 3 years of age.
(ese"r#h esign / "escripti+e %esearch
S"!pling unit/ Same as the sample element.
S"!pling Te#hniue/ (on+enience sampling like personal inter+iew, telephone sur+ey, mail sur+
S"!ple Sie / 3
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Data S,ur-s2
Pri!"ry Sour#eL Muestionnaire
Se#ond"ry Sour#esL Cooks like arketing %esearch by #othari %(
7ournals
)ebsites
%eports
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L#e"!&"e Re'#ew
Cust,1r satisfa-ti,
In a competiti+e marketplace where businesses compete for customers, customer satisfaction is seen
a key differentiator and increasingly has become a key element of business strategy.
Masuri6 -ust,1r satisfa-ti,
*rgani$ations are increasingly interested in retaining e'isting customers while targeting non-
customersH measuring customer satisfaction pro+ides an indication of how successful the organi$ation
is at pro+iding products and/or ser+ices to the marketplace.
(ustomer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state o
satisfaction will +ary from person to person and product/ser+ice to product/ser+ice. The state of
satisfaction depends on a number of both psychological and physical +ariables which correlate with
satisfaction beha+iors such as return and recommend rate. The le+el of satisfaction can also +ary
depending on other options the customer may ha+e and other products against which the customer ca
compare the organi$ationNs products.
Cecause satisfaction is basically a psychological state, care should be taken in the effort of 0uantitati+
measurement, although a large 0uantity of research in this area has recently been de+eloped. )ork do
by Cerry Cart AllenF and Crodeur between 344= and 344 defined ten NMuality aluesN which influen
satisfaction beha+ior, further e'panded by Cerry in 6==6 and known as the ten domains of satisfactio
These ten domains of satisfaction includeL Muality, alue, Timeliness, Efficiency, Ease of Access,
En+ironment, Inter-departmental Teamwork, ront line Ser+ice Ceha+iors, (ommitment to the
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(ustomer and Inno+ation. These factors are emphasi$ed for continuous impro+ement and
organi$ational change measurement and are most often utili$ed to de+elop the architecture for
satisfaction measurement as an integrated model. )ork done by Karasuraman, Oeithaml and Cerry
2eonard 2F between 34< and 34 pro+ides the basis for the measurement of customer satisfaction
with a ser+ice by using the gap between the customerNs e'pectation of performance and their percei+e
e'perience of performance. This pro+ides the measurer with a satisfaction PgapP which is ob!ecti+e a
0uantitati+e in nature. )ork done by (ronin and Taylor propose the Pconfirmation/disconfirmationP
theory of combining the PgapP described by Karasuraman, Oeithaml and Cerry as two different
measures perception and e'pectation of performanceF into a single measurement of performance
according to e'pectation. According to 9arbrand, customer satisfaction e0uals perception of
performance di+ided by e'pectation of performance.
The usual measures of customer satisfaction in+ol+e a sur+ey with a set of statements using a 2ikert
Techni0ue or scale. The customer is asked to e+aluate each statement and in term of their perception
and e'pectation of performance of the organi$ation being measured.
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I1+r,4i6 Cust,1r Satisfa-ti,
Kublished standards e'ist to help organi$ations de+elop their current le+els of customer satisfaction
The International (ustomer Ser+ice Institute TI(SIF has released The International (ustomer Ser+i
Standard TI(SSF. TI(SS enables organi$ations to focus their attention on deli+ering e'cellence in t
management of customer ser+ice, whilst at the same time pro+iding recognition of success through
>rd Karty registration scheme. TI(SS focuses an organi$ations attention on deli+ering increased
customer satisfaction by helping the organi$ation through a Ser+ice Muality odel.
TI(SS Ser+ice Muality odel uses the < KNs - Kolicy, Krocesses, and Keople, Kremises,
Kroduct/Ser+ices, as well as performance measurement. The implementation of a customer ser+ice
standard should lead to higher le+els of customer satisfaction, which in turn influences customer
retention and customer loyalty.
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D!! An!l($#$ !nd #ne")"e!#on
This chapter includes the analysis and interpretation of the collected data.
Statistical tools are applied like simple percentage methods were it is used to classify the respondents
)eighted a+erage method and (hi-s0uare test is used to identify the attitude of the (onsumers to
certain factors on selecting the particular one, interpretation were made on the basis of the result if
analysis.
AGE GROUP OF RESPONDENTS
The following table represents the age group of respondents under the study.
TA3L- 1
TA3L- SH5&6G AG- G(P 8 (-SP6-6TS
S.6 Age 6o. o (espondents
3 6< Q >< >= 6=
6 >< Q 8< 5 Abo+e 8< 86 6
Total 3
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&6T-(P(-TAT&6/
The table re+eals that out of 3>D of them are SS2(, >6D of
respondents are :.Sec 3D of them are degree/diploma :olders, .B5D of the respondents are others
:ence, it is concluded that 83.>>D of the respondents are SS2(.
$HA(T 2
$HA(T SH5&6G TH- -$AT&6 :AL&8&$AT&6 8 TH-
(-SP6-6TS
EDUCATIONAL QUALIFICATION
Others
Degree/Diploma
HS
SS
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The following table re+eals the occupation of respondents.
TA3L- ;
TA3L- SH5&6G TH- $$PAT&6 8 (-SP6-6TS
S.6 ##up"tion 6o. o (espondents
3 Krofession 36
6 Cusiness 335 5
> *thers 63 38
Total 3
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A66AL &6$%-
The below table represents the annual income of respondents, the income le+el classified as b
%s.
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The table re+eals that out of 3D of respondents belong to the income le+el of %s. 3=
and abo+e.
:ence, it is concluded that ma!ority of the respondents belongs to the Income le+el of %s.
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The following table represents the +ehicle owned by respondents. The sur+ey conducted only
bus and lorry owners.
TA3L- =
TA3L- SH5&6G TH- (-SP6-6TS
S.6 >
6 2orry D of the respondents owing bus and
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6AT(- 8 3S&6-SS
The following table represents the nature of business of the respondents.
TA3L- ?
TA3L- SH5&6G 6AT(- 8 3S&6-SS 8 TH- (-SP6-6TS
S.6 6"ture o 3usiness6o. o
(espondents
3 Cus Transport B6 83.>>
6 2orry Transport D of the respondents doing bus Transport
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L-6GTH 8 S-( years, 8-5 years and abo+e years.
TA3L- 7
TA3L- SH5&6G L-6GTH 8 S-( years 68 3B
6 8-5 years > .>>
> Abo+e years 8> 6.B5
Total 3>D of them are 8-5 years and 6.B5D of them are abo+e years.
It is concluded .>>D of the respondents are 8 Q 5 years.
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$HA(T 7
$HA(T SH5&6G L-6GTH 8 S-(
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S($- 8 3>&6G
The following table represents the source of buying of respondent
TA3L- @
TA3L- SH5&6G TH- S($- 8 3>&6G
S.6 Sour#e 6o. o (espondents
3 "ealer 3>= B.B5
6 (ompany 6= 3>.>>
Total 3>D of the respondents are buying from company.
:ence it is concluded that B.B5D of the respondents are buying through dealer.
$HA(T @
$HA(T SH5&6G TH- S($- 8 3>&6G
SOURCE OF BUYING
13.
Dealer ompa%
8".3(A6 8 T>(-S
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The following table represents the brand of tyres possessed by the respondents.
TA3L- 9
TA3L- SH5&6G 3(A6 8 T>(-S PSS-SS- 3> TH- (-SP6-6TS
S.6 3r"nd 6o. o (espondents
3 Apollo 48 B6.B5
6 % 66 38.B5
> 7.#.Tyre >
8 "unlop 8 6.B5
< 9ood year >
B (eat 38 4.>>
Total 3
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$HA(T 9
$HA(T SH5&6G 3(A6 8 T>(-S PSS-SS- 3> TH- (-SP6-6TS
BRAND OF TYRES
"0 62(6"
60
50
30
20
10 14(6"
5(33 2(6" 5(33
)(33
0 Apollo + ((re D'%lop oo eat ear
TYRE
(-8-(-6$- G(P
The following table represents the factors influencing buying decision of the respondents to b
Apollo tyres.
TA3L- 10TA3L- SH5&6G TH- (-8-(-6$- G(P8 (-SP6-6TS
T 3> APLL T>(-S
S.6 (eeren#e Group 6o. o (espondents
3 Ad+ertisement - -
6 riends >B 68
> echanics 5B 6>
Total 3
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respondents are influenced by the mechanics, 6>D of respondents are influenced by the company
salesman.
:ence it is concluded that ma!ority of the respondents are influenced by mechanics to buy t
tyre APLL T>(-S
BUYING DECISION OF THE APOLLO TYRES
60
50
40
PERCENTA 30 50(6"GE
2024 25(33
10
0rie%s e7ha%i7s ompa%,
sales ma%
PEOPLE
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P-(& 8 S&6G APLL T>(-S
The following table represents the period of using Apollo tyres by respondents.
TA3L- 11
TA3L- SH5&6G P-(& 8 S&6G APLL T>(-S 3> (-SP6-6TS
S.6 Period 6o. o (espondents
3 2ess than > years 6> 3B
6 8 Q 5 years >
> Abo+e 5 years 8> 6.B5
Total 3 years, .>>D
them are 8 Q 5 years, and 6.B5D of them are abo+e 5 years.
:ence it is concluded that ma!ority of the respondents are 8 Q 5 years .>>D.
$HA(T 11
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$HA(T SH5&6G P-(& 8 S&6G APLL T>(-S 3> (-SP6-6TS
PERIOD OF USING
60 55(33
50
PERCENTA40
28(6"
GE
30
20 16
10
0
!ess tha% 4 – " ears Above "
3 ears ears
YEAR
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APLL %-L
The following table shows which Apollo model mostly preferred by respondents.
TA3L- 12
TA3L- SH5&6G TH- APLL %-L 5H&$H %STL> P(-8-((-
3> (-SP6-6TS
&6T-(P(-TAT&6/
rom the table it is inferred that, 36.B5D of respondents buy amar, >5.>>D of respondents bu
RT Q 4 and >D of respondents buy Apollo delu'e.
It is concluded that ma!ority of respondents are preferred to buy amar 88.B5D.
$HA(T 6o 12
S.6 %odel 6o. o (espondents
3 "elu'e 34 36.B5
6 Amar B5 88.B5
> RT Q 4 5.>>
8 Apollo delu'e >
Total 3
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$HA(T SH5&6G TH- APLL %-L 5H&$H %STL> P(-8-((-
3> (-SP6-6TS
MODEL OF THE TYRE
50
P E R C E N T A G E
40
30
20
10
0
Del'9e Amar : – ) Apollo el'9e
TYPE OT THE TYRE
8A$T(S &68L-6$&6G T 3> APLL T>(-S
The following table represents the factors influencing to buy Apollo tyres of the respondents.
TA3L- 1;
TA3L- SH5&6G TH- 8A$T(S &68L-6$&6G T
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THE FACTORS INFLUENCING TO BUY
APOLLO TYRES
+oa7o%itio%
13. ileage23.
#ri7e 8.
D'ratio%
26. ;'alit
30.
L-
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TH- -AL-(
S.6S"tis"#tion o
6o. o (espondents
e"ler
3 "issatisfied 8 >6
6 Satisfied 8.B5
> :ighly satisfied >.>>
Total 38.B5D of respondents state that the medium satisfaction about
dealer, >>.>>D of the respondents state that high satisfaction about the dealer.
:ence it is concluded that ma!ority of the respondents state that the medium le+el satisfacti
about the dealer >8.B5D.
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$HA(T 14
$HA(T SH5&6G L-
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$HA(T 1=
$HA(T SH5&6G L-(-
OPINION ABOUT THE TYRE
25.
33.
Dissatis$ie
Satis$ie
Highl satis$ie
42.
PST P($HAS-The following table represents the opinion of the respondents of post purchase.
TA3L- 1?
TA3L- SH5&6G TH- PST P($HAS- (-$%%-6
T A6> TH-(
S.6 (e#o!!end 6o. o (espondents
3 es 3>= B.B5
6 1o 6= 3>.>>
Total 3
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&6T-(P(-TAT&6/
rom the table it is inferred that B.B5D of respondents are recommended to others and 3>.>>
of the respondents are not recommended.
It is concluded that ma!ority of the respondents are recommended to others to buy Apollo tyre
$HA(T 1?
$HA(T SH5&6G TH- PST P($HAS- (-$%%-6
T A6> TH-(
POST PURCHASE/ RECOMMEND TO ANY
OTHER
13.
es
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3>&6G &6 8T(-
The following table represents the opinion of respondents about the buying beha+ior in future
TA3L- 17
TA3L- SH5&6G TH- 3>&6G &6 8T(-
S.6 &n 8uture 6o. o (espondents
3 es 3=8 B4.>>
6 1o 8B >=.B5
Total 3>D of the respondents re+ealed that going to buy in future. >=.B5D of the respondents ar
not going to buy.
Thus it is concluded that out of 3>D.
$HA(T 17
$HA(T SH5&6G TH- 3>&6G &6 8T(-
BUYING IN FUTURE
31.
es
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P(3L-% 5&TH -AL-(
The following table represents the respondents problem with dealer.
TA3L- 1@
TA3L- SH5&6G TH- (-SP6-6TS P(3L-% 5&TH -AL-(
S.6 Pro)le! in de"lers
6o. o
(espondents
3 es 3>6
6 1o 3 36
Total 3
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$HA(T SH5&6G TH- (-SP6-6TS P(3L-% 5&TH -AL-(
PROBLEM WITH THE DEALER
12.
es
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-AL-(S (-SP6S-
The following table represents the opinion of the respondents if any problem with
dealer.
TA3L- 19
TA3L- SH5&6G TH- -AL-(S (-SP6S- T (-SP6-6TS
S.6 (esponse 6o. o (espondents
3 Kromptly B= 8=
6 Celatedly 54 1e+er respondent 33 5.>>
Total 3D of them are saying ne+er respond.
:ence it is concluded that ma!ority of the respondents state that dealer response is belatedly
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$HA(T 19
$HA(T SH5&6G TH- -AL-(S (-SP6S- T (-SP6-6TS
DEALERS OF THE RESPONDENTS
".
40. #romptl
&elatel
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$HA(T 19
$HA(T SH5&6G TH- -AL-(S (-SP6S- T (-SP6-6TS
DEALERS OF THE RESPONDENTS
".
40. #romptl
&elatel
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$%PLA&6T 5&TH TH- T>(-S
The following table represents the complaint with the tyres.
TA3L- 20
TA3L- SH5&6G A6> $%PLA&6T 5&TH TH- T>(-S
S.6 $o!pl"int 6o. o (espondents
3 es 335 5
6 1o >> 66
Total 3
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$HA(T 20
$HA(T SH5&6G A6> $%PLA&6T 5&TH TH- T>(-S
COMPLAINT WITH THE TYRES
22.
es
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$%PLA&6TS S-TTL-%-6T
The following table represents the complaint sol+ed how.
TA3L- 21
TA3L- SH5&6G TH- $%PLA&6TS S-TTL-%-6T
S.6 -du#"tion 6o. o (espondents
3 %eplacement 8.B5
6 Cy ser+ice 4 B>
> Cy refund of money - -
Total 38.B5D of respondents are saying by replacement and B>D of respondents are saying b
ser+ice.
:ence its concluded that ma!ority of the respondents state that the ser+ice B>D.
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$HA(T 21
$HA(T SH5&6G TH- $%PLA&6TS S-TTL-%-6
COMPLAINTS SETTLEMENT
"0
60
50
65(33PERCENTAGE40
3034(6"
20
100
+epla7eme%t & servi7e
SERVICE
8/18/2019 Apolo Tyre
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STAT&ST&$AL T-ST
$H&BS:A(- T-STB1
To determine whether there is significant difference between recommendation and percentage of othe
satisfaction le+el.
:oL There is no significant different between recommendation to others and satisfaction le+el
:3L There is significant different between recommendation to others and satisfaction le+el
%ecommendation es 1o Total
:ighly satisfied 8< 8 84
satisfied
dissatisfied 64 4 >
total 3>= 6= 1=0
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66/78
$H&BS:A(- T-STB2
To determine whether there is significant difference between recommendation and percentage
of other satisfaction le+el.
:oL There is no significant different between buying in future and satisfaction le+el. :3L There is
significant different between buying in future and satisfaction le+el.
(e#o!!end"tion >es 6o Tot"l
Highly s"tisied 84 = 84
S"tisied 88 34 B>
iss"tisied 33 65 >
Tot"l 3=8 8B 1=0
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The following table represents the rank order for brands the rank was calculated by using
weighted a+erage method.
>w'
Total 1umber of %espondents>w
TA3L- 22
TA3L- SH5&6G (A6E (-( 8( 3(A6S
S.6 3r"nd 1 2 ; 4 = ? 5eighted ("nk
A+er"ge3 Apollo 54 66 84 - - - = - - - 8.5 6
> (EAT >4 36 8 36 >= >.3 >
89**"
6 3= - 45 6B 3< 6. <EA%
<7.#.
34 B >6 >= >6 >3 >.=8 8tyre
B "unlop > 5 33 64 B >6 6.>8 B
&6T-(P(-TAT&6/
The method implies that Apollo getting highest importance and ranked one.
.%.. and (eat ranked as second and third.
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(A6E (-( 8( T>(-S
The following table represents the rank order for Tyres the rank was calculated by using
weighted a+erage method.
>w'
Total 1umber of %espondents>w
TA3L- 2;
TA3L- SH5&6G (A6E (-( 8( 8-AT(-S 8 APLL
P(-8-(-6$-
S.6&te!s 1 2 ; 4 = ?
5eighted("nk
A+er"ge
3 %ood grip 54 > - - - 3
6 E'tra mileage >= 4 66 - - - Krice consumption 86 >= 36 >4 38 66 >.4 >
8 Attracti+e packaging - > 34 64 6 6.3 > 8> 6.6> <
&6T-(P(-TAT&6/
The method implies that features of Apollo tyre preference road grip are ranked one. E'tra
mileage and price consumption ranked as two a three.
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F#nd#ng$
•
• < Q 8< age group.•
• 83.>>D of the respondents are SS2(.
•
• 5D of the respondents are doing business.
•
• >=.B5D of the respondents belong to the income le+el of %s >D of the respondents are influenced to buy Apollo tyres by Muality.
• >8.B5D of respondents are medium le+el satisfaction about the tyres.
• 86D of respondents are medium le+el satisfaction about the tyres.
• B.B5D of respondent are recommending to others to buy Apollo tyres.
• B4.>>D of respondents are going to buy Apollo tyres in future.
• D of respondents are not ha+ing problem.
• D of respondents are saying complaints are sol+ed by ser+ice.
• The respondents are mostly preferred Apollo Tyres.
• The respondents are highly preferred rood grip of the tyres.
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S&gge$#on$
rom the abo+e study, the sale of Apollo tyres is through 0uality, durability and mileage. As
plays +ery important role among the respondents. As such it is suggested that the title mo
concentration can be made an Muality, durability and mileage to achie+e a good percentage of targ
E+en though the design does nt ha+e any direct influence on the sale of Apollo tyres, then dea
should also promptly sol+e the Mueries of the customer. This makes more sales.
Some concession should gi+e to the mechanics, because most of (ustomer are influenced
mechanics to by Apollo tyres.
The company can better impro+e its 0uality by making more durable (ompotators tyres.
"ealer should satisfy the customer needs promptly in an effecti+e manner, the
dealer should be customer friendly. So that the dealer can impro+e sales +olume. The
company should produce better 0uality product with minimum price and
should increase durability,. %oad grip etc., of the tyres, this can impro+e the sales +olume.
The dealer should be made more effecti+e in pro+iding instructions to the customers to meet o
the competitors.
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Concl&$#on
Satisfaction of customer is essential for retention of customers and continuing sales of t
product and ser+ice of the company to these customers. This is the establishment need for and
prime importance of satisfaction.
The study will surely help the organi$ation to understand its customer and their re0uireme
the e'pectations of customers from dealers and Apollo tyres are clearly e'plained in the pro!ect. T
study also portray the Apollo tyres the position in the minds of customers among other brands of tyre
The study will be the one of the tool for the decision makers of the company.
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0#,l#og"!)+(
3. #othari.%. Q %esearch ethodology, ethods and Techni0ues, )iley Eastern2td., 1ew "elhi
6. Khilip #otler Q arketing anagement, Si'th Edition 344=F.
>. Khilip #otler Q arketing anagement, Analysis Klanning, Implementation and
control, Krentice :all of India Kri+ate 2td.,
8. Sharma ".". Q arketing %esearch, Krinciples Applications and cases,Sultan chand &
(o., 1ew "elhi.
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A))end#%
:-ST&66A&(-
A ST> 6 $ST%-( SAT&S8A$T&6 6 APLL T>(-S Ple"se F the
Appropri"te Anser Sin#erely
&. P-(S6AL ATA/
3.1ame L
6.Age L
>. Education L AF SS2( W X CF :.Sec W X
(F "egree/"iploma W X "F *thers W X
8. *ccupation L AF Krofession W X CF Cusiness W X
(F *thers W X
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5. :ow did you hear about Apollo tyresY
AF Ad+ertisement W X CF riends W X
(F echanics W X "F (ompany Q Sales man W X
:ow long you are using Apollo tyresY-------------------------------------
If you buy Apollo tyres, which model you buyY ----------------------------
)hat factor influenced you the most in buying Apollo tyresY
AF ileage W X CF Muality W X (F "uration W X
"F Krice W X "F %oad (ondition W X
33. :ow long you ha+e relationship with dealersY --------------------------------
&&&. SAT&S8A$T&6 A3T TH- -AL-(
S/1o Satisfaction about the dealer S :S 1S
3 "ealer Instruction
6. The replacement of defecti+e tyres
>. "ealer are customer friendly
8 %etarding facility
< Kromptness of deli+ery
8/18/2019 Apolo Tyre
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&(-S
S/1o Satisfaction about the tyres S :S 1S
3 Muality of tyres
6. Krice of tyres
>. ileage gi+en by the tyres
8 %oad grip of the tyres
< "urability of the tyres
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. (EAT
8. 9**" EA%
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