CHAPTER-1 INTRODUCTION TO THE TOPIC

NEED OF STUDY:
In todays intensely competitive, rapidly changing and highly complex environment characterize by diminishing customer loyalty, the need to be market focused and customer centric is more critical than any other time in past. It is highly imperative for every organization to retain and use valuable information about their customer to enhance their business strategies and product and service offerings. Today, the key focus area of much organization is identification of a link between customer satisfaction and performance. However, satisfaction as the confirmation of expectation has started to be conceptualizing almost as a threshold for customers. The delivery of satisfaction is the minimum the customer expects. This project is totally focusing on the consumer preferences towards different sales promotion techniques means which sales promotion technique is mostly preferred by the customer in the city of Vizanagaram and Srikakulam. As the sales promotion techniques are used for the marketing of the product so the research has done in the area of marketing. Today every firm is facing the situation of cut throat competition. So it becomes very important for every firm to promote its product otherwise it cannot survive in the market. These techniques are used in the marketing of product in the last stage which is called retailing. It is the stage from which the product directly goes in the hand of customer and today India is standing on the threshold of retail revolution and witnessing a great change in its retail landscape i.e. from unorganized retailing to organized retailing. Retail is growing with an annual rate of 40%. Its contribution towards GDP is 11% and towards employment is 8%. So after agriculture retailing is one of the biggest sources of employment in the country and is one of the largest industries in India. Although retail industry has existed in our country for centuries but it is only the recent past that it is witnessing such a tremendous growth. In Visakhapatnam Varun Motors Mahindra division has decide to sell their bus in Vizayanagaram and Srikakulam district also. It is attracting the customers with its good services. Most of the customer satisfied by Varun Motors services and facilities.

OBJECTIVES OF STUDY:
Primary objective: To enhance the sale of school bus in Varun motors Mahindra devision. To know the reason for the less sale in Vizayanagaram and srikakulam districts when compared to visakhapatnam. Secondary objectives: To analyze the customer buying behavior. To find out the satisfaction level of the school bus customer at Varun Motors. To study the effect of promotion on sales.

SCOPE OF STUDY:
Study is restricted to various parts of Vizayanagaram and Srikakulam district. Time frame-there is limited time of two months may and june 2013 . Analyze the consumer buying behavior at Varun motors.

RESEARCH DESIGN:
Research methodology is away to systematically solve research problem. In it we study the various step that are generally adopted by researcher in studying his research problem along with logic behind them. It is necessary for a researcher to know not only the research method/techniques but also the methodology. It may be noted, in the context of planning & development that the significance of research lines in its quality and not in quantity. Researcher should know how to apply particular research techniques, but they also need to know which of these methods or techniques, are relevant and which are not, and what would they mean and indicate and why? Meaning of Research: Research is common parlance refers to a search for knowledge. In fact research is an act of Scientific investigation.The project was divided in to the following steps.

1. To decide objective of the Study: This step is also research problem. Problem definition is the most critical part of the research process. Research problem definition involves specifying the information needed by management. The main objectives of the study are: To find out the level of customer satisfaction with the services offered by Varun Motors Mahindra division.

2. To decide research design & application: Research design involves defining the research problem, determining how to collect the data and from whom, establishing the way the data will be analyzed estimating costs and the preparation of the research approach. For this study, descriptive research was selected. 3. To decide Source of data there are two source of data: Primary Data Secondary Data Primary data: Primary data is the original data collected specifically for the problem. Reason for selecting primary data: In terms of primary data a questionnaire has been used to interview desire sample units that give accurate and up to data information as well better to research problem. Research approaches: Primary data can be collected in five main ways: through Observation, focus groups, surveys, behavioral data, and experiments. Research instruments: Marketing researchers have a choice of three main research Instruments in collecting primary data: Questionnaires: A questionnaire consists of questions presented to respondents for their answers. Because of its flexibility, the questionnaire is by far the most common Instrument used to collect primary data. Questions can be open-ended or closed-Ended. Qualitative measures: Some marketers prefer more qualitative methods for gauging consumer opinion because consumer actions do not always match their answers to survey questions. Qualitative research techniques are relatively unstructured measurement approaches that permit a range of possible responses, and they are a creative means of ascertaining consumer perceptions that may other-Wise be difficult to uncover. Mechanical devices: -Mechanical devices are occasionally used in marketing research .Mechanical devices like galvanometers measure the respondents interest or emotions aroused by exposure to a specific ad or picture. Secondary data: Data potentially useful in solving a current problem but that were collected for a different purpose.

Reason for selecting secondary data: Secondary data can be gathered quickly and inexpensively, compared to primary data, it is clear useful to study analyzing the recent development in the quality, technology and services offered by the Mahindra school bus in varun motors. Contact methods: Once the sampling plan has been determined, the marketing researcher must decide how the subject should be contact: Mail questionnaire: - The mail questionnaire is the best way to reach people who would not give personal interviews or whose responses might be biased or distorted by the interviewers. Mail questionnaires require simple and clearly worded questions. Telephone interview: - Telephone interviewing is the best method for gathering information quickly; the interviewer is also able to clarify questions if respondents do not understand them. The response rate is typically higher than in the case of mailed questionnaires. Personal interview: - Personal interviewing is the most versatile method. The interviewer can ask more questions and record additional observations about the respondent, such as dress and body language. Personal interviewing takes two forms. In arranged interviews, respondents are contacted for an appointment, and often a small payment or incentive is offered. Intercept interviews involve going to schools premises and asking bus staff people for requesting an interview. Online interviews: - There is increased use of online methods. There are so many ways to use the Net to do research. In this method, researcher can include a questionnaire on its Web site and offer a people to answer the questionnaire. 4.To decide from of data collection:For this project survey method was selected which was carried through person interview. Because information from different customers was required. 5. To organize & collect data:Once the researcher has formulated and development a research design including questionnaire second thing he has to decide whether he has to collect the information. From all the targeted customers. There can be two types of survey are possible. Sample Survey Census Survey For this project sample Survey was chosen Characteristics of the sample survey are: It is cheaper than census survey It requires less time it is economical More detail information can be collected Deciding the sample plan requires following decisions Sample unit Who is to be surveyed
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Sample Sample is the true representation of the population by studying of the sample we can predict the behavior of the population. Sample Size: 150(in this case) Method of Sampling:In this project, the survey was done within the market that means probabilistic convenience Sampling was carried out. 6. To process & analyze data:After the data was collected it was tabulated, analyzed and interpreted to the conclusion reach. Techniques Applied: Bar Chart:- A chart in which the length of the bar represents the amount of the item associated with the bar. Pie Chart:- A circle divided in to sections, such that each section represent the percentage of the total area of a circle associates with one variable. Types of Research Along with this there may be 3 type of research methodology these are :They are Exploratory Research Descriptive Research Casual Research Our research is based on the exploratory research. Exploratory Research: The objective of this research is to gather preliminary information that will help us to define the problem and to suggest any hypothesis. Which means first we have to define the problem and research objective? Then we have to develop the research plan for collecting information. Now after collection data we have to interpret those data for any suggestion, LIMITATIONS It was assumed that the information given by the respondents is authentic and best of their knowledge. Some of the view given was completely views by customers as they were in a hurry and were not considered in the data analysis. The result of the study is applicable to the survey area only. Time and Money is also one of the important limitations. Dull process and unwilling respondent also affect the result of the study.
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CHAPTER-2 INDUSTRY PROFILE

Two business giants. One truck company.

Mahindra Navistar Automotives Ltd, Previously called Mahindra International.Mahindra Navistar Automotives Ltd. -MNAL; produce Mahindra Navistar trucks, an Indian commercial vehicle manufacturer formed in 2005 from a joint-venture between two global business leaders Navistar International (49%) of the United States and Indian automobile maker Mahindra & Mahindra (51%). Mahindra Navistar has started its manufacturing activities for the production of commercial vehicles ranging from 3.5 49 tons. The products of MNAL are currently sold under the trademark of Cab king, Load king and Tourister. In December 2012, Navistar announced that they were selling their stake to Mahindra and exiting both joint ventures, Mahindra Navistar and Mahindra Navistar Engines. MNAL product range will be engineered to fulfill the requirements specific to Indian business, with the technological support of Navistar. The Mahindra Navistar trucks are manufactured at M&M's new Greenfield Plant at Chakan, near Pune. It is a state-of-the-art manufacturing facility spread over 700 acres with investments of over Rs. 4,000 crore. The Mahindra Navistar team has over 800 people involved in the development and support of its Indian products. A number of exclusive dealerships in addition to the existing M&M centers are being set up to foster the sales and service network for the company. Briefly About MAHINDRA & MAHINDRA

What began in 1945 as a Willys Overland Jeep assembling setup has now grown to become one of the top 10 industrial houses and most trusted names in India.
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 Today, Mahindra has 60 years of experience in the manufacturing, engineering and distribution process. Top 200 Most Reputable Companies in the World, as listed by Forbes. Mahindra employs over 100,000 people and has several state-of-the-art facilities in India and abroad. Mahindra is the market leader in multi-utility vehicles in India and is amongst the top 4 independent utility vehicle manufacturers in the world.

Mahindra consolidated a joint venture with Navistar Inc., a market leader in trucks and buses in the USA and the worlds largest mid-range engine manufacturer. The new entity, Mahindra Navistar, is all set to roll out the entire spectrum of commercial vehicles in India. Ranging from 3500 kgs to 49000 kgs GVW/GCW, these vehicles aim at establishing new standards of reliability, efficiency and customer centrism that are previously unheard of in the commercial vehicle industry.

CRDe or Common Rail Diesel Engine is another name (by Mahindra) for worldrenowned 'Common Rail Direct Fuel Injection' technology. Many car manufacturers in India and world are using this technology with different names. You must have listened CRDI engines in Hyundai cars, TDCi in Ford (Fiesta diesel in India), Dicor (new Safari) in Tata and CDI in Mercedes. Hence what is CRDe ? and how it applies to engines for cars and trucks? its being used extensively all over the world for a decade now. As we all know diesel is not as good fuel as petrol. It doesn't burn as easily as petrol so to make it burn inside cylinders, its sprayed into the cylinders, which then compressed and exploded. Problem with methodology is that the diesel and air fuel doesn't get enough compression and some of it remain unburnt which lead to poor fuel efficiency and poor performance of engine. In Common Rail Injection, a common rail (you can consider it as hollow tube or pipe) is connected to fuel storage. Diesel is stored at very high pressure usually upto 1600-1800 bar. Valves fitted in this common rail are used to inject this high-pressure diesel into cylinders. Since diesel already has very high pressure, it burns easily and more efficiently. This pressure doesn't depend on engine-speed, so this efficient combustion is there at low as well as high speeds. Since in Common Rail systems fuel-air mixture is burnt almost completely, engine becomes more fuel economic and power too goes up considerably. Since fuel is burnt more easily, the noise at the time of combustion is also lesser. These are the major advantages of a Common Rail system. Adopting Common Rail technology in diesel engines is becoming a necessity, that is why every car manufacturer in India is going for it. Mahindra and Tata are no exceptions. However, CRDe has also provided a tremendous boost in diesel-engine performance. The improvement is mainly due to the common-rail design, which has tubes that connect all the injectors. The newest electronic technology has also allowed CRDe engines to better control the amount of fuel used, the pressure within the system and the timing of both the injection of fuel and the electronic charge applied to make the fuel burn. Injectors in the common rail direct injection engine have controls on the injector heads that allow slight variances in the amount of fuel put into the cylinders. As is the case with almost all automobiles, trucks and motorized equipment today, a computer or electronic brain controls the various factors, including amount of fuel, timing of injection, timing of the charge and the pressure within the tubes or common rails. According to those who have used this technology in both test and commercial applications, the CRDe method greatly reduces engine and vehicle vibration, allows the engine and vehicle to run more quietly and reduces the cost of operation significantly. CRDe for diesel vehicles has improved performance by as much as 25 percent, according to some studies. This gives the vehicle more power and makes the technology more attractive for passenger vehicles. These engines run much more smoothly, with efficiency greatly enhanced by higher pressure possible in the common-rail or tube design. While the CRDe engine is a little more expensive than previous technologies, the savings in fuel cost can help recoup the initial expensive over time.

ORGANISATIONAL PROFILE
The Founder and Managing Director, Mr. V. Prabhu Kishore has over 35 years of experience in Automobile business of top OEMs in India. The start of automobile business for Mr. Prabhu Kishore began in 1975 with Padmaja Commercial Corporation, a firm founded in 1950 by his late father V.K.R.Chowdary. In 1988, Mr. Kishore established his own enterprise VARUN FINANCE (Auto finance) which marked the birth of the Varun group. Sales & Service statistics of Varun at the end of 31st March 2010 :Location No. of Showrooms No. of Workshops Sales Volume (Annually) Service Volume (Annually) No. of vehicles Financed

Hyderabad (Maruti)

10218

89000

7538

Nizamabad (Maruti)

880

7608

656

Vizag (Maruti)

3855

55546

2226

Vijayawada (Maruti)

2686

33430

15357

Vizag (Bajaj)

29

26

22424

119899

15357

Vijayawada (Bajaj) Varun JCB Mahindra Navistar

22 1 3

21 2 2

17694 301 523

97180
7960 3052

12522 286 497

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Social Responsibility :
A modern medical diagnostic centre in memory of the M.D.s parents is serving over 114 poor people a day at Vizag, in addition to an orphanage with 18 children at Vijayawada. Varun Industrial Training Centre(I.T.C): We train 50 boys in diesel mechanic and body shop skills over a period of one year and they are predominantly absorbed by Varun Group for their various divisions. Dealership Achievements : The management practices at Varun complements the pursuit of perfection. The speed of adaptation to change and commitment to growth largely boosted the operational efficiency of the organisation. Behind the success of Varun Group, lies the saga of team work, empowerment, aggressive marketing, discipline, higher levels of sensitivity towards customers and excellent HR practices. Our dealership practices and performance have made us the largest automobile dealer in A.P and one of the top dealers for Bajaj and Maruti in the country. Varun, by far has the largest net-work and own automobile infrastructure in A.P. Below are few of our dealership achievements at the national level.

Varun Motors was awarded Maruti PLATINUM award Eight times consecutively for the past 10 years in Balanced Scorecard ( Platinum award is the highest rated award in Maruti) Adjudged Indias No.1 Maruti dealer in Balanced Scorecard in 2003-2004. Committed Customer Service got us the ISO 9001 2008 Certification. Govt of AP awarded "Best dealer award for payment of tax (VAT) & Compliance to APVATprovisions in2001-02 and 2006-07".

Varun's Success Mantra : At Varun, the management interacts directly with customers, and communication is seen across all levels of management, to increase operational efficiency. We follow best practices like Customer Education Meet, Exclusive Test Drive Team and few other HR practices have been adopted by Maruti Suzuki and other dealerships across the nation. We empower people and truly believe in delegation with discipline. Strong Systems and adherence to the same from M.D. to at tender. Many innovative and flexible in-house finance schemes have raised the affordability levels of customers. We focus on total customer satisfaction. Serving the customer at his door step with workshops expansion. Rural marketing with mobile showrooms, Finance, and service back-up. All vehicle related Services under one roof.

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CHAPTER-3 THEORITICAL FRAMEWORK LITERATURE REVIEW:

Marketing is a societal process which discerns consumers' wants, focusing on a product or service to fulfil those wants, attempting to move the consumers toward the products or services offered. Marketing is fundamental to any businesses growth. The marketing teams (marketers) are tasked to create consumer awareness of the products or services through marketing techniques. Unless it pays due attention to its products and services and consumers' techniques. Unless it pays due attention to its products and services and consumers' techniques. Unless it pays due attention to its products and services and consumers' techniques. Unless it pays due attention to its products and services and consumers' selling . It is also concerned with anticipating the customers' future needs and wants, which are often discovered through market research. Essentially, marketing is the process of creating or directing an organization to be successful in selling a product or service that people not only desire, but are willing to buy. Therefore good marketing must be able to create a "proposition" or set of benefits for the end customer that delivers value through products or services. A market-focused, or customer-focused, organization first determines what its potential customers desire, and then builds the product or service. Marketing theory and practice is justified in the belief that customers use a product or service because they have a need, or because it provides a perceived benefit. Two major factors of marketing are the recruitment of new customers (acquisition) and the retention and expansion of relationships with existing customers (base management). Once a marketer has converted the prospective buyer, base management marketing takes over. The process for base management shifts the marketer to building a relationship, nurturing the links, enhancing the benefits that sold the buyer in the first place, and improving the product/service continuously to protect the business from competitive encroachments. For a marketing plan to be successful, the mix of the four "Ps" must reflect the wants and desires of the consumers or Shoppers in the target market. Trying to convince a market segment to buy something they don't want is extremely expensive and seldom successful. Marketers depend on insights from marketing research , both formal and informal, to determine what consumers want and what they are willing to pay for. Marketers hope that this process will give them a sustainable competitive advantage . Marketing management is the practical application of this process. The offer is also an important addition to the 4P's theory. Within most organizations, the activities encompassed by the marketing function are led by a Vice President or Director of Marketing. A growing number of organizations, especially large US companies, have a Chief Marketing Officer position, reporting to the Chief Executive Officer .

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The American Marketing Association (AMA) states, "Marketing is an organizational function and a set of processes for creating, communicating and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders.". Marketing methods are informed by many of the social sciences , particularly psychology , sociology , and economics . Anthropology is also a small, but growing influence. Market research underpins these activities. Through advertising , it is also related to many of the creative arts. Marketing is a wide and heavily interconnected subject with extensive publications. It is also an area of activity infamous for reinventing itself and its vocabulary according to the times and the culture. Two levels of marketingStrategic marketing attempts to determine how an organization competes against its competitors in a market place. In particular, it aims at generating a competitive advantage relative to its competitors. Operational marketing executes marketing functions to attract and keep customers and to maximize the value derived for them, as well as to satisfy the customer with prompt services and meeting the customer expectations. Operational Marketing includes the determination of the marketing mix (4 Ps). Four Ps - In the early 1960's, Professor Neil Borden at Harvard Business School identified a number of company performance actions that can influence the consumer decision to purchase goods or services. Borden suggested that all those actions of the company represented a Marketing Mix. Professor E. Jerome McCarthy, also at the Harvard Business School in the early 1960s, suggested that the Marketing Mix contained 4 elements: product, price, place and promotion. In popular usage, "marketing" is the promotion of products, especially advertising and branding. However, in professional usage the term has a wider meaning which recognizes that marketing is customer-centered. Products are often developed to meet the desires of groups of customers or even, in some cases, for specific customers. E.Jerome McCarthy divided marketing into four general sets of activities. His typology has become so universally recognized that his four activity sets, the Four Ps, have passed into the language. The four Ps are: 1. Product: The product aspects of marketing deal with the specifications of the actual goods or services, and how it relates to the end-user's needs and wants. The scope of a product generally includes supporting elements such as warranties, guarantees, and support. 2. Pricing: This refers to the process of setting a price for a product, including discounts. The price need not be monetary - it can simply be what is exchanged for the product or services, e.g. time, energy, psychology or attention. 3. Promotion: This includes advertising, sales promotion, publicity, and personal selling, branding and refers to the various methods of promoting the product, brand, or company.

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4. Placement (or distribution): refers to how the product gets to the customer; for example, point of sale placement or retailing. This fourth P has also sometimes been called Place, referring to the channel by which a product or services is sold (e.g. online vs. retail), which geographic region or industry, to which segment (young adults, families, business people), etc. These four elements are often referred to as the marketing mix,[1] which a marketer can use to craft a marketing plan. The four Ps model is most useful when marketing low value consumer products. Industrial products, services, high value consumer products require adjustments to this model. Services marketing must account for the unique nature of services. Industrial or B2B marketing must account for the long term contractual agreements that are typical in supply chain transactions. Relationship marketing attempts to do this by looking at marketing from a long term relationship perspective rather than individual transactions. As a counter to this, Morgan, in Riding the Waves of Change (JosseyBass,1988),suggests that one of the greatest limitations of the 4 Ps approach "is that it unconsciously emphasizes the insideout view (looking from the company outwards), whereas the essence of marketing should be the outsidein approach". Nevertheless, the 4 Ps offer a memorable and workable guide to the major categories of marketing activity, as well as a framework within which these can be used. Sales promotion-Promotion involves disseminating information about a product , product line , brand , or company. It is one of the four key aspects of the marketing mix .Sales promotion is an important component of a company's marketing communication strategy along with advertising, public relations, and personal selling. At its core, sales promotion is a marketing activity that adds to the basic value proposition behind a product (i.e., getting more for less) for a limited time in order to stimulate consumer purchasing, selling effectiveness, or the effort of the sales force. As this definition indicates, sales promotion may be directed either at end consumers or at selling intermediaries such as retailers or sales crews. Sales promotion stems from the premise that any brand or service has an established perceived price or value, the "regular" price or some other reference value. Sales promotion is believed to change this accepted price-value relationship by increasing the value and/or lowering the price. Familiar examples of consumer sales promotion tools include contests and sweepstakes, branded give-away merchandise, bonus-size packaging, limited-time discounts, rebates, coupons, free trials, demonstrations, and point-accumulation systems. Three issues clarify sales promotion. First, sales promotion ranks in importance with advertising and requires similar care in planning and strategy development. Second, three audiences can be targeted by sales promotion: consumers, resellers, and the sales force. And third, sales promotion as a competitive weapon provides an extra incentive for the target audience to purchase or support one brand over another. This last factor distinguishes sales promotion from other promotional mix tactics. For example, unplanned purchases may be directly related to one or more sales promotion offers. In order to understand the basic role and function of sales promotion, one must differentiate between sales promotion and other components of the marketing mix. Sales promotion usually operates on a short timeline, uses a more rational appeal, returns a tangible or real value, fosters an immediate sale, and contributes highly to profitability. The idea of contribution to profitability may be confusing. It is simply the ratio between what is spent on a promotional mix compared to the direct profitability generated by that expenditure. A few exceptions to the above characteristics do exist. For example, a
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sweepstakes might use a very emotional appeal, while a business-to-business ad may be very rational. Promotion is generally sub-divided in the textbooks into two parts: Above the line promotion : Promotion in the media (e.g. TV , radio , newspapers, Internet ) in which the advertiser pays an advertising agency to place the add. Below the line promotion : All other promotion. Much of this is intended to be subtle enough that the consumer is unaware that promotion is taking place. E.g. sponsorship , product placement , endorsements, sales promotion , merchandising , direct mail , personal selling, public relations , trade shows Marketing Communication Reaches large, geographically dispersed audiences, often with high frequency; Low cost per exposure, though overall costs are high; Consumers perceive advertised goods as more legitimate; Dramatizes company/brand; Builds brand image; may stimulate short-term sales; Impersonal, one-way communication; Expensive . Most effective tool for building buyers preferences, convictions, and actions; Personal interaction allows for feedback and adjustments; Relationship oriented; Buyers are more attentive; Sales force represents a long-term commitment; Most expensive of the promotional tools May be targeted at the trade or ultimate consumer; Makes use of a variety of formats: premiums, coupons, contests, etc.; Attracts attention, offers strong purchase incentives, dramatizes offers, boosts sagging sales; Stimulates quick response; Short-lived; Not effective at building long-term brand preferences Highly credible; Very believable; Many forms: news stories, news features, events and sponsorships, etc.; Reaches many prospects missed via other forms of promotion; Dramatizes company or product; Often the most under used element in the promotional mix; Relatively inexpensive (certainly not 'free' as many people think--there are costs involved) Many forms: Telephone marketing, direct mail, online marketing, etc.; Four distinctive characteristics: Non-public, Immediate, Customized, Interactive; Well-suited to highly-targeted marketing efforts.

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CHAPTER-4 ANALYSIS OF STUDY 1) How it look mahindra cosmo tourist school bus ?
Table No.4.1

Customers Opinion Excellent Very Good Good Average Poor

Figure No 4.1
2% 18%

Percentage responded 33% 27% 20% 18% 2%

33% Excellent

20%

Very Good Good Average 27% Poor

Data Analysis The analysis shows that there is 33% Customers opinion for excellent, 27% for Very good,20% for good and there is also 18% opinion is average and 2% for poor.
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Data Interpretation The Cosmo bus has taken to a large no. of customers for a demo and interact with them, it increase the customer relationship and also helps to increase the sales of the company.

2) How you feel when compared to the other competitors? Table 4.2

Customers Opinion Excellent Very Good Good Average Poor

Figure 4.2

Percentage responded 38% 21% 26% 10% 5%

10%

5% 38% Excellent

26%

Very Good Good Average 21% Poor

Data Analysis The analysis shows that there is 38% Customers opinion for excellent, 21% for Very good,26% for good and there is also 10% opinion is average and 2% for poor. Data Interpretation
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The cosmo bus was totally changed and developed according to the customer feedbacks of previous version.

3) when compared to cost with other competitors how you feel? Table 4.3

Customers Opinion Excellent Very Good Good Average Poor

Percentage responded 21% 23% 15% 21% 20%

Figure 4.3

Percentage responded

20%

21%

Excellent 21% Very Good 23% Good Average 15% Poor

Data Analysis
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The analysis shows that there is 21% Customers opinion for excellent, 23% for Very good,15% for good and there is also 21% opinion is average and 20% for poor. Data Interpretation The Cosmo.bus has so many features and it was developed with CRDe engine and it makes little bit cost when compared to cogitator bus.

4) How you feel the service offered by the varun Mahindra service centre? Table 4.4

Customers Opinion Excellent Very Good Good Average Poor

Figure 4.4

Percentage responded 31% 23% 22% 16% 8%

Percentage responded
8% 16% 31% Excellent Very Good 22% 23% Good Average Poor

Data Analysis
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The analysis shows that there is 31% Customers opinion for excellent, 23% for Very good,22% for good and there is also 16% opinion is average and 8% for poor. Data Interpretation The Varun centre has a good service centre with all facilities and spare parts.

5) The availability of service centre ? Table 4.5

Customers Opinion Excellent Very Good Good Average Poor

Percentage responded 34% 20% 22% 21% 3%

Figure 4.5

3% 21% 34% Excellent Very Good 22% 20% Good Average Poor

Data Analysis The analysis shows that there is 34% Customers opinion for excellent, 20% for Very good,22% for good and there is also 21% opinion is average and 3% for poor.
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Data Interpretation The Varun centre has a good service centre with all facilities and spare parts and it is available in all days.

6) Quality of service offer by service centre? Table 4.6

Customers Opinion Excellent Very Good Good Average Poor

Figure 4.6

Percentage responded 34% 20% 32% 11% 3%

Percentage responded
11% 3% 34% Excellent Very Good 32% 20% Good Average Poor

Data Analysis The analysis shows that there is 34% Customers opinion for excellent, 20% for Very good,32% for good and there is also 11% opinion is average and 3% for poor. Data Interpretation
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The Varun centre has a good service centre with all facilities and spare parts and it is available in all days and it offer a quality service.

CHAPTER-5 FINDINGS

Findings
Varun Mahindra has a large no. of customers those are satisfied with the services, it increase the customer relationship and also increase the sales of the company. Varun has friendliness of delivery point, Varun use effective techniques for take attention of customers. Varun motors has very good and more service centres, by this customer can easily do service for their bus. Varun motors has large no. of satisfied customers by its services and offers. .

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