“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
MASTER’S DEGREE IN BUSINESS ADMINISTRATION
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 take this 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

constructive ideas.

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 work’s 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
DECLARATION
I 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 of Business Administration (MBA)

to Kakatiya University,

Is my original work and is not 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
Contents
Sl. No. Titles Page No.
I Chapter 1
 Introduction
 Literature Review
 Statement of the Problem
 Purpose of the Study
 Scope of the study
 Objectives of the Study
II Chapter 2
 Organization Profile
 Organization Chart
 Sampling and Research Design
 Data Collection Method

III Chapter 3
 Results & discussion with Charts & graphs
 Findings
 Suggestions
 Conclusions
IV Chapter 4
 Appendix
• Questionnaire
 Bibliography
 Joining Report
 Weekly Reports
INTRODUCTION

The Project assigned to me was “A STUDY ON CUSTOMER SATISFACTIOIN

REGARDING AFTER SALES 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.
INTRODUCTION ABOUT AUTOMOBILES INDUSTRY:

History and development of Automobiles also marks the dynamism in

technological growth men have achieved. From the days of horseless carriages to the

modern-age self-guided automobiles that are designed meticulously using cutting-edge

technology, we have certainly-traveled too far.

Automobile Industry in India is still in its infancy but growing rapidly. The

opportunities in the automobile industry 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 PVT

LTD provides extensive information on the Indian Automobile Industry.

The automobile 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, two-

wheelers and tractors. The qualitative analysis of the various trends reveals that the
industry offers immense scope even for allied industries and those looking at investing in

the auto industry’s 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, with detailed 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 aggressive marketing

strategies undertaken by different manufacturers in India. This highlights key issues

influencing the automotive industry in India such as import and excise 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 designs for wind-

driven vehicles. The first was Guido da Vigevano in 1335. It was a windmill-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.

 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 creation of 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

put into practice with the development of experimental vehicles powered by means of

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 for which 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. During 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
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. The vehicles 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 design and the rest is history.

Daimler's engine proved to be a great success mainly because of its less weight

that 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

hard and Levassor began producing vehicles powered by Daimler engine, and Daimler

himself, possessed by the automobile spirit, went on adding new features to his engine.

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'.

 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

itself 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 people who could not buy a

larger, more expensive car. Even the 'bull-nose' Morris with front mounted engine

became the well-loved model and one of the most popular cars in the 1920s.
 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 from this time.

The increased affluence of trie United States after World War II led to the development of

large, petrol-consuming vehicles, while most companies in Europe made smaller, more

fuel-efficient cars. Since the mid-1970s, the rising cost 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 maker’s

confusion between socialism and capitalism. The thoughtless policy frame as neither

allowed efficient producers nor consumers to get optimum value for their effort or

money. The recent price was triggered by Telco’s Indica is an interesting case study. Let

us trace the evolution of the Indian passenger car industry. Since independence till the

early 1980’s there were only to major Indian players-Hindustan Motors and Premier auto-

in 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
World.Worse than cars available even in countries like Nepal, Srilanka or Bangladesh

besides the exorbitant duty structure ensured that ownership was restricted to the super

rich the oligopolists were happy with this situation. …Until the then prime minister’s

omnipotent son had brilliant idea! To manufacture a people car at 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 1980’s/early1990’s).but the people are maruti 800 came into existence.

We Indians have been quite happy with its japanee’s technology. But I realized

how poorly 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 many more.-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 “People’s Car” has brought down

prices of models that together sell about 250000 units every year. In cars, the price

reduction is quantifiable and visible. In the past seven years, there have been hundreds of

products where unshackling competition has benefited the consumer.

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, and Bombay.

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 at

Kandivli to centralize manufacturing operations.

1965: FC 150 Petrol Trucks introduced.

1967: Two wheel drive Utility Vehicles introduced. 101" wheelbase and Metal Body

UVs introduced. Indigenous content goes up by 97%.

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

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

 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 new

transmission and axle ratio. Collaboration agreement with Jeep corporation (subsidiary 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 Assembly

Plant at Ghatkopar inaugurated. NC 665 DP Mini Truck rolls out from Nasik Assembly

Line.
 1983: FJ 460 model introduced with 4-speed gearbox. Engine plant at Igatpuri was

formally 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 the

manufacture 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.
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: 650 DI, 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 for designing 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
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 received ISO

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 at Zaheerabad plant.

Change over from 3-Speed to 4-Speed Transmission.

400 nos. Army order successfully executed at Kandivli Plant in Mar'98.

Major Milestones: -

1945 October 2, Mahindra & Mohammed formed.

1948:

• The Company was renamed Mahindra & Mahindra Limited (M & M)

• Steel Trading business was started in association with suppliers in U.K

1948:

• Business connections in USA through Mahindra Wallace

1949:

• Wallace Steel trading on behalf of European suppliers

• Jeep Assembly commenced

1950:

• 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

1954:

• Technical & Financial Collaboration with Willys Overland Corporation

1956:

• Shares listed on the Bombay Stock Exchange

• Dr. Beck & Co. formed - a JV with Dr. Beck & Co., Germany

1957:

• Mahindra Owen formed - a JV with Rubery Owen & Co. Ltd., UK

1958:

• Machine Tools Division started

1960:

• Mahindra Sintered Products Ltd. (MSP) formed - a JV with the GKN Group, UK.

1962:

• Mahindra Ugine Steel Company (MUSCO) formed - a JV with Ugine Kuhlmann,

France

1963:

• International Tractor Co. of India (ITCI) formed - a JV with International

Harvester Co., USA

1965:

• 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.

1970:

• Mahindra Engineering & Chemical Products Ltd.(MECP) commenced operations.

1971:

• International Harvester collaboration ended

1975:

• Switch over to diesel vehicles in-house development.

1977:

• ITCI merges with M&M, to become its Tractor Division

1979:

• License from Automobiles Peugeot, France for manufacture of XDP 4.90 Diesel

Engines

1982:

• License from KIA for manufacture of 4 Speed Transmissions

 • "Mahindra" brand of tractors born

• Siro Plats formed

1983:

• 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 assemble and

market utility vehicles in Europe

1986:

• Mahindra British Telecom (MBT) formed - a JV with British

Telecommunications plc (BT), UK

1987:

• Acquired International Instruments Ltd.

1989:

• Automotive Pressing Unit (now MUSCO Stampings) acquired from GKW

1991:

• Introduction of Commander series.

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 Company’s maiden international offering – the US$ 75m GDR issue.
 • 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

• Reorganization of the Group creating six Strategic Business Units

MSL Division (Auto Components) hived off to form Mahindra Sona Ltd.

• Mahindra Nissan Allwyn Limited merged 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.

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:

• A new die shop was inaugurated at Nasik

• Inauguration of The Mahindra United World College of India.

1999:

• Launch of ‘Bijlee’ a battery-operated, 3-wheeler 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.

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

2000:

• The Company unveils new logo.

 • Mahindra Auto Specialties Ltd. a new 100% subsidiary is formed.

M&M sets up its first 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.

• M&M ties up with Renault for petrol engines.

• M&M established a separate division to provide Defence Solutions

2002:

• M&M launches Scorpio - the new generation Sports Utility Vehicle

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" Awards from

BBC on Wheels
 • "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

alliance for 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),

to focus on developing components as well as offering engineering services.

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

African markets.
 Signed MOU to enter into JV with Jiangling Motor Co. Group (JMCG) of China

to acquire tractor-manufacturing assets from Jiangling Tractor Company, a

subsidiary of 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 company engaged 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

Diesel Engine (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
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 manufacture utility

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 Company 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 qualities that have endeared the vehicle to individuals as well as institutions

like the Indian armed forces. M&M is the leader in the MUV business in the country

since inception.

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.
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-wheeler plant at

Zaheerabad have ISO 9001:1994 certification. Both of these plants are also 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.

 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, BBC Wheels and Business

Standard Motoring.

M&M's automotive division also exports its products to several countries in

Africa, Asia and European & Latin American countries.

Mahindra MOJO
Appearance
The 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 and unmatched appearance of the
bike. The front portion of the bike is also very attractive 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 panel of which comprises of fuel gauge, speedometer and rpm meter. The
ergonomically designed 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 the
cake 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.
Engine
The 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 Stroke engine
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
Mahindra Mojo is bestowed with single cylinder, 4 valves – Direct Drive SI engine with
SOHC valve configuration which will ensure clear emission and reduced friction. The
powerful engine is equipped with 6 Speed Constant mesh Transmission for quicker
shifting of gears. This dynamic engine of the Mahindra Mojo delivers less vibrations
and noises even at higher speed. The engine produces an impressive power 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.
Acceleration
The 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 packed with
single cylinder with SOHC for reduced friction. The powerful engine of the new bike
offers very impressive power and a beating torque for zipper acceleration and pick up.
Fuel Efficiency
The 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, Single
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.
Colours
The 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 :
Brakes
The 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 system
present in the new Mahindra Mojo helps in de-acceleration of the speed of the bike
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 very efficiently.
Suspension
The 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 will offer
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 of the new Mahindra
Mojo provides greater stability and control to the bike and ensures jerk free rides even in
the bumpy roads.
Wheels and Tyres
The aggressive and sporty look of the all new and stylish Mahindra
Mojo is the reason of the classy broad alloy wheels which also
makes the bike more tough and bold. The rim size of the new Mahindra Mojo is 17 inch
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 Controlling
The 1450 mm wheelbase of the new Mahindra Mojo will help in controlling the bike to
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 .
Comfortness
The 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 Mojo is said to offer exhilarating
relaxed ride. The long and wide comfortable seat of 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 Mojo is enhanced with the presence of foot pegs and the
passenger foot rest.

Mahindra Stallio
Appearance
Mahindra 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 seen now. 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
graphics of the new Mahindra Stallio is very stunning and
amazing. The stylish headlamp cluster 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 black tinted wind screen which is very nicely placed above the headlamp cluster of
the new Mahindra Stallio looks very glamorous and outstanding. The front turn
indicators of the new Mahindra Stallio is also classy and impressive. The digital cum
analogue 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
section design of the new Mahindra Stallio is furnished with LED tail lamp which
merges with the rear turn indicators. The overall look of the new Mahindra Stallio is
very impressive and outstanding.
Engine
Powered 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 fun and is very convenient for riding in
the city. The 106.7 cc engine capacity of the 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 5500 rpm. The C.D.I technology is in place and the
bike also reduces the vibration and also the noise.
Acceleration
The 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 engine capacity of
106.7 cc displacement with 4 stroke, air cooled, SI engine which makes the bike very
powerful and also a good performer.
Fuel Efficiency
The powerful bike of the Mahindra, Mahindra Stallio is a very dynamic performer and
the bike is also very fuel efficient. The new Mahindra Stallio comes with an engine
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.
Colours
The classy bike Mahindra Stallio is available in many amazing and beautiful shades 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 :
Brakes
The all new and classy Mahindra Stallio is bestowed with sound and
dynamic braking systems. The bike is endowed with 130 mm dia-
internal expanding drum brake at the 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.
Suspension
The 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 suspension of the bike
contributes to the handling and controlling of the bike and provides
jerk free comfortable ride isolated from road noise, bumps and
vibrations.

Wheels and Tyres

The 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 bike is 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 efficient in 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. The availability 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 in your way.
Comfortness
The Mahindra Stallio is filled with array of comfort features that
will provide comfortable ride for both the rider and the pillion. The
shoe shaped seat of the new 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 better control and great riding experience without any
vibrations. The foot pegs and the passenger foot rest available in the
Mahindra Stallio offer great comfort and conveyance to both the driver and the pillion.
Mahindra Duro
Appearance
Mahindra 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 well-
known fact that Bajaj Auto, the undisputed leader of 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.

Mahindra Duro 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. Unlike other
scooters in India, the blinkers are located at the top of the front panel at 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 has got 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 both side
indicators. Common switches like high and low beam, turn indicator and self start 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. The
seat of the Mahindra Duro is wide, long and very comfortable for both rider and
passenger. 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's disappointment, 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
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 rear cowl, 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.

Engine
Mahindra 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 torque valve 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 assists to
achieve better pickup and acceleration, gears do not disappoint the
rider with its smooth and agile nature. Cornering and maneuvering
in traffic become more easier and clever with the Mahindra Duro.

It has got self and kick start option along 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.

Acceleration
Mahindra 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 of the scooter is 80kmph. For reaching to 0-60 kmph
mark, Mahindra Duro does take 12.1 seconds only.
Fuel Efficiency
Mahindra 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
kmpl in 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-fuelling the tank as it is placed under the seat.
Colours
We can term the Mahindra Duro as 'Bold and beautiful' animal as it has powerful engine
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 :
Brakes
Mahindra 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 rider has to careful
when braking in rainy season and slippery surface.
Suspension
The powerful scooter, Mahindra Duro features industry standard suspension system
which is meant for comfortable riding on even bad roads. The Mahindra Duro boasts 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 Tyres
Mahindra 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 that nowadays scooterttes are
being launched with 12 inch of wheels with tuff-up tubes.
Wheel Base and Controlling
The 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.
Comfortness
As far as comfort is talked about, the Mahindra Duro

comprises most of them such as larger luggage compartment,

footrest, easy readable meters, footrest, footpegs, glove box and

clear headlamp. You can store your big size helmet under seat

storage box and documents in front side lockable glove box. The seat of the Mahindra
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

Appearance
The new and trendy Mahindra Cevalo is going to again thrill the market with its
advanced 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 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 view and 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 fitted in 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 alloy wheels of the macho bike enhance the robust and
aggressive look of the bike. The rear section is also very attractive with LED tail 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 offer
stunning and outstanding performance. The new Mahindra Cevalo engine is endowed
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 produce maximum 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.
Acceleration
The all new upcoming Mahindra Cevalo will be equipped with 125 cc massive engine
which 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 Efficiency
The 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 new
Mahindra 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 this bike very
efficient. The new Mahindra Cevalo is expected to offer a mileage of 50 kmpl. The bike
has the fuel capacity of 13.5 ltr with 1.5 ltr fuel reserve.
Colours
The 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 :
Brakes
The 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 also will 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 distance braking.
Suspension
The new Mahindra Cevalo will be fun to ride as it is expected to be endowed with latest
and advanced suspension system which will surely enhance greater controlling and
stability of this huge bike. The stylish and dynamic Mahindra Cevalo is expected 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 suspension system. This sound
suspension system of the new Mahindra Cevalo will offer you smooth and jerk 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 Mahindra Cevalo is
going to offer very stylish, stunning and aggressive looks. The sporty look 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 off-
roading or in slippery road or watery surface.
Wheel Base and Controlling
The wheelbase of the upcoming Mahindra Cevalo is expected to be very large. The
larger 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 features that 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 will offer 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 of the bike. The electric start also offers very
comfortable starting of the bike.

Appearance
The new and trendy Mahindra Cevalo is going to again thrill the market with its
advanced 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 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 view and 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 fitted in 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 alloy wheels of the macho bike enhance the robust and
aggressive look of the bike. The rear section is also very attractive with LED tail 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 offer
stunning and outstanding performance. The new Mahindra Cevalo engine is endowed
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 produce maximum 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.
Acceleration
The all new upcoming Mahindra Cevalo will be equipped with 125 cc massive engine
which 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 Efficiency
The 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 new
Mahindra 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 this bike very
efficient. The new Mahindra Cevalo is expected to offer a mileage of 50 kmpl. The bike
has the fuel capacity of 13.5 ltr with 1.5 ltr fuel reserve.
Colours
The 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 :
Brakes
The 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 also will 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 distance braking.
Suspension
The new Mahindra Cevalo will be fun to ride as it is expected to be endowed with latest
and advanced suspension system which will surely enhance greater controlling and
stability of this huge bike. The stylish and dynamic Mahindra Cevalo is expected 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 suspension system. This sound
suspension system of the new Mahindra Cevalo will offer you smooth and jerk 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 Mahindra Cevalo is
going to offer very stylish, stunning and aggressive looks. The sporty look 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 off-
roading or in slippery road or watery surface.
Wheel Base and Controlling
The wheelbase of the upcoming Mahindra Cevalo is expected to be very large. The
larger 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 features that 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 will offer 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 of the bike. The electric start also offers very
comfortable starting of the bike.

LITERATURE REVIEW
MEANING OF THE CUSTOMER SATISFACTION:

Whether the buyer is satisfied alter purchase depends on the oilers performance in

relation to the buyers expectations in general;

"Satisfaction is a persons feeling of pleasure or disappointment resulting from

comparing a products perceived performance (or outcome) in relation to his/her

expectations.

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 a better 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 and promises. If marketer raises expectations too high the buying is likely to

be disappointed.
 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 are without talking 10 and researching

customers. Thus, a car buyer would like a high performance car that never breaks down

that is safe, attractively styled and chief Since, all of them virtues cannot be confined in

one cany the car designer must 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

customer’s 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.
 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

the customers, 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 company creates a dissatisfied

customer. Whereas we have pointed out, a satisfied customer tells three people about a

good product experience, a dissatisfied customer gripes 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.

 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 complain

of 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 the treatment 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 risk loosing 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.

 A customer-oriented company would track its customer satisfaction level each

period and set improvement goals. If they manage to increase customer satisfaction and

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, the ultimate sign of a healthy company is that its

customer satisfaction index is high and keeps rising company’s future profits.
Management Problem

Management wants to know why there is decline of customer’s visit at Koushik

marketing Service centre, Hanamakonda.

Research Problem

To analysis customer’s satisfaction level and Response with respect to Koushik

marketing Service centre, Hanamakonda.

Statement of the Problem

Today’s customers are an important element in every business so to retain a

customer and make the loyal company is a great challenge.

 This is what made me to take up this project on “A STUDY ON CUSTOMER

SATISFACTION REGARDING AFTER SALES SERVICES OF

MAHINDRA&MAHINDRA AT KOUSHIK MARKETING SERVICE CENTER

HANAMAKONDA”.

Purpose of the Study

The purpose of the study on customer satisfaction regarding after sales services

and 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 and

parcel 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 study will not only help me as a student but it

will also the koushik marketing to improve its service standard.

Objectives of the Study: -

1. To know the customer’s satisfaction level at Authorized Mahindra &Mahindra

service centre in Hanamakonda District

2. To know the perception of customer’s regarding the charges/ rates offered by the

service centre.

3. To know the reasons for decline of customer’s visit at Koushik marketing Service

centre.

4. To know the suggestions from customer’s to improve the service center

6. .
ORGANISATION PROFILE

Koushik automobile is situated at mujawar complex puna road Hanamakonda. It

was started 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 of universal

motors Bombay. In the year 1972 it acquired the dealership of Mahindra and Mahindra

wholly in Hanamakonda district. Till today it has maintained its reputation.

 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

employees 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)

 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.
PRODUCTS SOLD BY KOUSHIK MARKETING IN HANAMAKONDA

• Mahindra stalio

• Mahindra rodieo

Sampling

Concerned to my project, the respondents were chosen Stratified

 Random Sampling (quota sampling).

SAMPLING PROCESS

• Area: Hanamakonda

• Sample Frame: consumer’s who owned Mahindra vehicles.

• Sample unit: 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

worked out in informal discussion with the Koushik Automobile, that would be included

as 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

• 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 customer’s satisfaction level and Response with respect to Koushik

marketing Service centre, Hanamakonda.

2. Estimate the value of Information

The value of information should exceed the expected cost. I am conducting the

Stratified

Random Sampling method. Sample sizes for my research will 100 in numbers.

3. Select the data collection method

 Decided to go for survey methods i.e., stratified random sample. Using the

questionnaire conducting the survey and using Dichotomous (close-ended), rating scale

and 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 be used for solving the management

problem and not for any non-ethical objects; the main objectives will be addressed.
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:

 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 Service Centre,

Hanamakonda.

Data Collection Methods:

 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 with help

of data code sheet using MS Excel software.

 RESULTS AND DISCUSSION WITH GRAPHS: (ANALYSIS)

Q.No 2 3 4 5 6 8 10 11 13
1 2 3 4 A B C D
Samples
1 1 2 2 1 3 3 2 2 2 2 1 1
2 3 3 3 1 3 3 4 4 4 4 1 1
3 2 2 2 2 3 3 3 3 3 3 1 1
4 4 3 2 1 2 3 1 2 3 4 1 1
5 2 2 1 2 3 2 3 3 2 1 2 2
6 5 3 3 1 2 4 1 2 3 4 1 1
7 1 1 5 3 4 3 4 3 2 1 1 2
8 2 2 2 2 2 2 3 3 3 3 1 1
9 3 4 5 3 4 2 1 2 3 4 1 1
10 2 3 4 1 1 3 2 2 2 2 1 1
11 3 3 2 1 3 3 2 3 3 3 1 1
12 4 4 2 2 2 4 3 3 4 4 1 2
13 2 2 2 1 3 2 2 2 2 2 2 1
14 5 2 2 3 2 3 3 3 4 3 1 1
15 1 4 5 2 4 4 4 4 1 1 1 1
16 2 2 2 1 1 2 4 4 4 4 1 1
17 3 1 3 1 4 3 1 2 3 4 2 2
18 5 2 2 2 4 3 4 4 3 2 2 1
19 1 2 1 1 1 2 3 3 3 3 1 2
20 2 2 2 2 1 3 3 3 3 3 1 1
21 3 4 4 1 2 2 4 3 2 1 1 2
22 4 3 3 3 3 2 4 4 4 4 1 1
23 1 4 2 3 1 4 3 3 3 3 2 1
24 3 3 3 1 3 3 3 3 3 3 1 1
25 2 1 1 2 2 2 2 3 3 4 1 1
26 3 4 4 1 3 2 4 3 2 1 1 2
27 3 4 2 1 3 3 3 2 1 3 1 1
28 5 3 1 2 4 2 2 3 4 4 1 2
29 2 1 4 1 3 3 3 3 3 3 1 1
30 5 2 2 2 2 3 3 2 3 1 1 1
31 2 1 3 2 3 2 3 3 3 3 1 1
32 5 2 2 1 2 2 2 3 4 4 1 2
33 5 5 2 1 2 3 2 3 4 4 1 1
34 2 2 2 2 2 2 3 3 3 3 1 1
35 3 4 3 1 3 1 3 3 3 3 1 1
36 5 4 4 2 4 2 2 2 2 2 2 2
37 4 4 3 1 2 2 3 3 3 3 1 1
38 3 3 3 1 3 2 3 4 4 4 1 2
39 3 3 5 1 3 3 1 3 2 1 1 1
40 4 4 2 1 1 3 2 2 2 2 1 2
41 2 2 2 1 2 2 3 4 4 4 1 1
42 2 2 2 3 2 3 3 3 3 3 1 1
43 3 3 3 1 3 3 3 4 4 4 1 1
44 2 2 2 1 2 3 2 2 2 3 1 1
45 2 3 2 1 1 2 2 3 2 3 1 1
46 2 2 2 2 2 2 1 2 3 4 1 2
47 3 2 2 1 3 3 3 3 3 3 1 1
48 5 2 2 2 3 2 3 3 3 3 2 1
49 3 2 2 2 4 2 3 3 2 2 1 1
50 5 5 3 1 4 2 3 3 3 3 2 2
51 3 2 2 2 2 2 3 3 3 3 1 1
52 2 2 3 1 3 3 1 1 1 1 1 1
53 3 2 2 1 3 2 3 3 2 1 1 1
54 2 2 2 2 2 2 2 2 3 3 2 2
55 3 3 3 1 3 3 2 3 1 1 1 1
56 2 3 4 1 4 2 3 3 3 3 1 1
57 4 4 4 1 4 3 3 4 4 4 1 1
58 5 5 5 2 3 2 3 4 4 4 1 1
59 3 3 3 1 3 1 3 3 3 3 2 1
60 3 2 2 2 2 2 2 2 3 3 1 1
61 3 3 3 1 3 3 2 2 1 4 1 1
62 3 2 3 1 3 2 2 2 2 2 1 1
63 2 3 3 1 3 3 3 3 3 3 1 1
64 1 3 3 2 3 2 4 3 2 1 2 2
65 4 4 4 1 2 3 4 4 2 2 1 1
66 3 3 3 2 2 3 1 1 3 4 2 2
67 5 5 5 1 4 2 1 2 2 3 2 1
68 5 4 5 2 3 4 4 4 4 4 1 1
69 3 3 3 1 3 4 3 3 1 1 1 1
70 2 3 4 1 4 3 4 4 1 1 1 1
71 5 5 5 1 3 2 1 1 2 3 1 2
72 4 4 4 1 3 1 1 1 1 1 1 1
73 4 4 4 2 3 1 1 1 1 1 1 1
74 5 3 4 1 3 2 1 2 2 1 1 2
75 4 4 3 2 3 1 1 1 1 1 2 2
76 5 4 4 1 4 1 1 1 2 3 1 2
77 3 3 2 2 3 3 4 4 4 4 1 1
78 2 4 3 1 2 3 4 4 4 4 1 1
79 5 5 5 1 4 2 3 3 3 3 1 1
80 4 3 2 1 3 3 2 2 2 2 2 2
81 1 4 3 2 4 2 3 3 4 4 1 1
82 3 1 1 2 1 3 4 4 4 4 1 1
83 2 2 4 1 3 2 3 3 3 3 1 1
84 3 3 3 1 1 3 4 4 4 4 1 1
85 4 3 2 1 3 4 4 4 3 2 1 1
86 3 3 3 1 4 1 3 3 3 3 2 2
87 4 4 2 1 3 2 2 2 2 2 1 2
88 3 3 4 1 3 2 2 2 1 1 1 1
89 3 3 3 2 4 1 1 1 3 3 2 1
90 4 4 5 1 3 2 2 2 1 1 1 1
91 3 3 4 1 3 1 2 1 1 1 1 1
92 2 2 3 1 3 1 1 1 2 2 1 2
93 4 3 1 2 4 2 1 1 2 2 2 2
94 5 3 3 2 2 3 1 1 3 3 1 1
95 3 4 4 1 3 2 1 1 2 2 1 2
96 4 4 2 1 3 2 2 2 3 4 1 2
97 2 4 3 1 4 1 3 3 1 1 2 1
98 1 5 2 2 2 2 4 3 2 1 1 1
99 1 5 3 3 1 3 3 2 1 2 2 1
100 1 5 1 3 2 2 4 3 3 4 1 2
ANALYSIS OF CUSTOMER SATISFACTION
2. Satisfied with overall service provided by koushik marketing

1. Strongly Agree 10 2. Agree 25

3. Neither agree not disagree 31 4. Disagree 18
5.Strongly Disagree 16

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 about overall service provided by

Koushik marketing.

3. Authorized service station has sophisticated tools and techniques.

1. Strongly Agree 06 2. Agree 28
3. Neither agree not disagree 32 4. Disagree 25
 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 & techniques.

4 Authorised service station has sufficient and genuine spares.

 1. Strongly Agree 07 2. Agree 36
3. Neither agree not disagree 30 4. Disagree 17
5.Strongly Disagree 10

Station has sufficent tools and Genuine Spares

40
35
30
Samples

25
20
15
10
5
0
1. Strongly 2. Agree 3 .Neither 4. Dis agree 5. Strongly
Agree Agree nor Dis agree
dis Agree
Respondents

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.

1 Very high 60 2 High 32

3 Economical 08 4 Low 0

Labour Charges

70
60
50
Samples

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 Authorized service centre, &

32% of the people says labor charge is high & remaining 8% of the people says labor is

reasonable.& no body is ready to agree with low labor charges.

6. Delivery as per schedule.

 1 Always 10 2 Most of times 25

3 Some Times 45 4 Never 20

Delivery as per schedule

45
40
35
30
25
20
15
10
5
0
1. Always 2. most of 3. Some 4.Never
the times times
Respondents

Interpretation

45% of the respondents are disagree with the delivery of vehicle timings and 25%

of the respondents are moderate, 20% of them said they never get timely, and 10% of

them are agree with the delivery as per schedule.

 8. On Road Break down Service.

1 Poor 11 2 Fair 46

3 Good 36 4 Excellent 07

Break down Service

50

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 co- operative or not.

 Attributes Low Moderate High Very High
Works Manager 20 23 38 19
Service Advisor 13 25 44 18
Service Supervisor 15 27 39 19
Technicians 22 16 34 28

People at service station are cooperative

50
40
30
low
20
moderate
10
high
0
works service very high
manager Supervisor
Respondents

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 advisor

is 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

 Yes 80
No 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 Sunday’s.

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

Yes 71
No 29
 Recommend to others

29

71

Interpretation

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

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

automobile to others.

FINDINGS AND SUGGESTIONS

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 agree

with 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 break

down service is fair.

  From the source of field survey nearly 80% of people says it is helpful to them, if

service station is kept open on Sunday’s.

Suggestions: -

 Management should make availability of sufficient tools and techniques and

genuine spare parts.

 Management should try to reduce labor charge and service charges as much as

possible.

 Management should maintain delivery timings and on road break down service’s

as they promised to their customers.

 Majority of the customer’s wants to kept open service station on Sunday’s, so

management should try to provide service’s on Sunday’s also

CONCLUSION

According to my survey majority of the customers are not satisfied with overall

service provided by Koushik marketing, they expect management should provide:-

 Sophisticated tools and techniques.

 Genuine spare parts.

 Reduction in labor charges.

 Timely delivery of vehicle.

So Management should concentrate on these aspects to satisfy their customers.

Dear Sir,
I kishore pleased to introduce myself as MBA student of vaggdevi engineering

college,,. As a part of curriculum I have undertaken a research titled “A study on

customer satisfaction regarding after sales services of Mahindra & Mahindra at Koushik

marketing Service Centre, Hanamakonda”. The information provided by you will be

strictly kept confidential and used for academic purpose only.

QUESTIONNAIRE

1. Which Mahindra vehicle do you own?

_______________________________________________________________

2. Are you satisfied with the overall service provided by the Koushik marketing
1. Strongly Agree 2. Agree
3. Neither agree nor disagree 4. Disagree
 5. Strongly Agree

3. Authorized service station has sophisticated Tools and Techniques.

1. Strongly Agree 2. Agree
3. Neither agree nor disagree 4. Disagree
5. Strongly Agree

4. Authorized Service Station has sufficient and genuine spares

1. Strongly Agree 2. Agree
3. Neither agree nor disagree 4. Disagree
5. Strongly Agree

5. Labor charges (Comparison to roadside mechanics or other authorized service station)

1. Very High 2. High
3. Economical 4. Low

6. Delivery as per schedule

1. Always 2. Most of times
3. Some times 4. Never

7. Distance of service station from your residence

_____________________________________________________________

8. On road break-down service

1. Poor 2. Fair
3. Good 4. Excellent
9. Have you come across any problem with authorized service station?
1. Yes 2. No
If yes, specify _________________________________________________

10. Whether people at service station are co-operative or not

Low Moderate High Very High
1. Works Manager
2. Service Advisor
3. Service Supervisor
4. Technicians

11. Whether it is helpful for you, if service station is kept open on Sundays
1. Yes 2. No

12 Can you suggest the best working time for the service station?
_____________________________________________________________

13. Whether you would recommended Koushik Service Station to others

1. Yes 2. No

14. Any Suggestions to improve the services provided at Koushik marketing.

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

___

1. Name of the Respondent: _________ ___________________________________

2. Address of the Respondent____________________________________________
 3. Vehicle Model ____________________________________________
4. Vehicle No. ____________________________________________
5. Phone No: _______________ Mobile No.: ______________

Thank you, Signature

BIBILOGRAPHY

1. MARKETING RESEARCH - TULL AND HAWKINS

1. MARKETING MANAGEMENT - PHILIP KOTLER

2. COMPANY MAGZINES AND MANUALS

3. WEB SITES -

a. www. Mahindra and Mahindra.com

b. www.google.com