project on consumer satisfaction in sireesh auto mobile

Consumer Satisfaction SIREESH AUTO PVT LTD
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1.1 GENERAL INTRODUCTION
“CONSUMER SATISFACTION”
Market
Market consists of all the potential customers sharing a particular needs or wants who might
be willing and able to engage in exchange to satisfy that needs or wants.
Meaning of Marketing
Marketing is a comprehensive term and it includes all resources and a set of activities
necessary to direct and facilitate the flow of goods and services from producers to consumers
in the process of distribution
Definition of Customer :Customers can be defined as “ A person, company or other entity
which buys goods and services, produced by another person, company or other entity is
known as a customer “
Meaning of Satisfaction
Satisfaction is the persons feelings of pleasure or disappointment resulting from comparing a
product perceived performance (or outcome) in relation to his or hers expectation. As the
definition makes clear, satisfaction is a function of perceived performances and expectations.
If the performance fall short of expectations, the customer is dissatisfied. If the performance
matches the expectations, the customer is satisfied. If the performance exceeds the
expectations, the customer is highly satisfied or delighted.
Meaning of Customer Satisfaction
Customer satisfaction, a term frequently used in marketing, is a measure of how products and
services supplied by a company meet or surpass customer expectation. Customer satisfaction
is defined as "the number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services (ratings) exceeds specified satisfaction
goals."

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Importance of Consumer Satisfaction
It’s a leading indicator of consumer repurchase intentions and loyalty:
Customer satisfaction is the best indicator of how likely a customer will make a purchase in
the future. Asking customers to rate their satisfaction on a scale of 1-10 is a good way to see
if they will become repeat customers or even advocates.
It’s a point of differentiation:
In a competitive marketplace where businesses compete for customers; customer satisfaction
is seen as a key differentiator. Businesses who succeed in these cut-throat environments are
the ones that make customer satisfaction a key element of their business strategy.
It reduces customer churn:
An Accenture global customer satisfaction report (2008) found that price is not the main
reason for customer churn; it is actually due to the overall poor quality of customer service.
Customer satisfaction is the metric you can use to reduce customer churn. By measuring and
tracking customer satisfaction you can put new processes in place to increase the overall
quality of your customer service.
It increases customer lifetime value:
Satisfaction plays a significant role in how much revenue a customer generates for your
business.
Successful businesses understand the importance of customer lifetime value (CLV). If you
increase CLV, you increase the returns on your marketing dollar.
It reduces negative word of mouth:
Customer satisfaction is tightly linked to revenue and repeat purchases. What often gets
forgotten is how customer satisfaction negatively impacts your business. It’s one thing to lose
a customer because they were unhappy. It’s another thing completely to lose 20 customers
because of some bad word of mouth.

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It’s cheaper to retain customers than acquire new ones: This is probably the most
publicized customer satisfaction statistic out there. It costs six to seven times more to acquire
new customers than it does to retain existing customers.
Factors Affecting Customer Satisfaction
Product
A product is anything that can be offered to a market to satisfy a want or need. Products that
are marketed include physical goods, services, experiences, events, persons, places,
properties, organizations, information’s and ideas. People satisfy their needs and values with
products. The product or offering will be successful if it delivers value and satisfaction to the
target buyers.
Brand
The name, associated with one or more items in the product line that issued to identify the
source or character of the item. A brand is an offering from a known source.
The American marketing association (2002)defines a brand as “A brand is a name , term, sign
,symbol or design or a combination of them, intended to identify the goods or services of one
seller or group of sellers and to differentiate them from those of competitors.”
Quality
Quality is one such aspect that prompts consumers to buy the product again. Quality is
measured in terms of satisfaction obtained, durability, price, availability of the spare parts,
after sale services etc.
Price
It is the marketing mix element that produces revenue for the seller and also determines the
element of satisfaction with respect to consumers. Consumers are more often prompted to
buy those products, which are good in quality and also reasonably priced.

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Availability
This is such a crucial factor that supersedes quality and price. This is because no matter how
good a product is and how reasonably it is priced if it is not easily available (to reach the
customers) the product is bound to fall to provide satisfaction to customers. Availability of
products largely influences the demand and supply mechanism to which in turn affects the
pricing strategy too.
After Sales Service
As mentioned before after sales service is one of the determinant factors of consumer
satisfaction. Gone are the days of selling and forgetting the consumers. After sales service is
one of the key aspects expected on the part of dealers/sellers/supplier by the respective
consumers.
Durability
It constitutes a key feature in any product. Once a consumer buys a product he expects the
same to provide the services for a particular period. Durability, a measure of the products
expected operating life under natural or stressful conditions is a value attribute for certain
products. Buyers will generally pay more for vehicles and other house hold appliances that
have a long lasting reputation.
Consumer Psychology
People are more likely to notice stimuli that relate to a current need. E.g.: A person who is
motivated to buy a computer will notice computer ads and he will probably does not notice a
TV ad. After purchasing the computer he would compare the operating level of the computer
with his expectations. If the computer can live up to his expected standards he is more likely
to get the satisfaction. On the contrary if the computer does not live up to his expectations,
his satisfaction level drastically falls down.
In general satisfaction is a person’s feelings of pleasure or disappointment resulting from
comparing a products perceived performance (or outcome) in relation to his or her
expectations.

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Purpose:
A business ideally is continually seeking feedback to improve customer satisfaction.
"Customer satisfaction provides a leading indicator of consumer purchase intentions and
loyalty." Customer satisfaction data are among the most frequently collected indicators of
market perceptions. Their principal used is twofold."
"Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a positive
experience with the company‘s goods and services."
Characteristics of Marketing
• It is operational.
• It is customer oriented.
• It is mutuality of benefit.
• It is pro-active to the environment.
• It is value driven.
• It covers both profit and non-profit making organization
Objectives
• Maximize consumption
• Maximize consumer satisfaction
• Maximize choice
• Maximize life quality
• Maximize market share
• Maximize generation of profits
• Maximize creation of goodwill and public image
• Maximize creation of demand

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1.2 LITERATURE REVIEW
1. Schiffman and Kanuk
“Customer satisfaction as the individual’s perception of the performance of the product or
service in relation to his or her expectations”
2. Business term
“Customer satisfaction, is a measure of how products and services supplied by a company
meet or surpass customer expectation.”
Customer satisfaction measures how well a firm is able to meet the expectations of
customers. Customer satisfaction is a key concept in marketing, as a firm cannot retain its
customers unless it has highly satisfied customers.
3. Merchant Account Glossary
“Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of
the state of satisfaction will vary from person to person and produce/service to
produce/service”
4. Swan, Trawick, and Carroll (1982)
“Consumer satisfaction is evaluative or cognitive opinion which analyses whether the product
represents a satisfactory or poor result for its end users Evaluative or cognitive opinion
Product results Emotional response towards product.”
5. Churchill and Surprenant, (1982)
“Consumer satisfaction is the conceptual response by the consumer to the purchase and use of
a product which comes from the Comparison of costs and rewards of product relative to
expectations operatively, similar to an attitude because it can be measured as the total
satisfaction from various attribute”
6. Tse and Wilton (1988)
“Consumer response to the evaluation of the perceived difference between expectations and
final result after consumption.”

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7. Oliver (1991),
“Consumer satisfaction subsequent evaluative opinion of choice relative to specific purchase
Satisfaction is the consumer’s fulfilment response. It is a judgment that a product or service
feature, or the product of service itself, provided (or is providing) a pleasurable level of
consumption- related fulfilment, including levels of under- or over-fulfilment”
8. Hung (1977),
“Consumer satisfaction is a kind of stepping away from an experience and evaluating it …
One could have a pleasurable experience that caused dissatisfaction because even though it
was pleasurable, it wasn’t as pleasurable as it was supposed to be. So satisfaction /
dissatisfaction isn’t an emotion, it’s the evaluation of the emotion
9. Engel and Blackwell (1982)
Consumer satisfaction is “an evaluation that the chosen alternative is consistent with prior
beliefs with respect to that alternative”
10. Anton (1996)
“customer satisfaction as a state of mind in which the customer’s needs, wants and
expectations throughout the product or service life have been met or exceeded, resulting in
subsequent repurchase and loyalty”.
11. Woodruff and Gardian (1996)
“Consumer Satisfaction, is the evaluation or feeling that results from the disconfirmation
process. It is not the comparison itself (i.e., the disconfirmation process), but it is the
customer’s response to the comparison. Satisfaction has an emotional component.”
12. Westbrook and Reilly (1983)
“consumer satisfaction is an emotional response to the experiences provided by, associated
with particular 32 products or services purchased, retail outlets, or even molar patterns of
behaviour such as shopping and buyer behaviour, as well as the overall market place”

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1.3 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 meticulous using cutting-edge technology, we have certainly-
travelled 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.
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.

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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.

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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 carry 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.

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Automobile manufacturers in the 1930s and 1940s refined and improved on the principles of
Ford and other pioneers. Cars were generally large, and many were still extremely expensive
and luxurious; many of the most collectible cars date from this time. The increased affluence
of tire 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 neither 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.
We Indians have been quite happy with its Japanese’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 than 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.

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2.1 COMPANY PROFILE:
NAME OF THE COMPANY : SIREESH AUTO PVT LTD
ADDRESS OF THE COMPANY : HOSUR MAIN ROAD, SILK BOARD
BANGALORE-102
FOUNDER OF THE COMPANY : Mr. D. KUPENDRA REDDY
NO OF EMPLOYEES : 250 EMPLOYEES
INTRODUCTION
SIREESH AUTO LTD is authorized dealer of Mahindra and Mahindra ltd in Bangalore city.
As a faster growing car dealer we are glad to have our precious clients on our interactive
website. They provide huge number of interactive features including online support, test drive
booking, extended warranty service, online enquiry, super gallery, information sharing etc.
SIREESH AUTO PVT LTD, the latest addition to the authorized agency list of Mahindra and
Mahindra commenced operation on April 30th 2006 with the first showroom and service
centre at hosur road with Scorpio and Bolero as the main products and Logan to follow
upon launch by Mahindra and Mahindra .
Mr. Kupendra Reddy, the founder of the company, took up the business as a diversification
from his other business of Infrastructural Development where in many IT parks have built in
Bangalore end leased out to prestigious MNCs and Indian Companies.
Mr. Reddy interest comes from a passion for automobiles and a wish to provide employment
to locals in a big way and have customer care challenge in the retail space which was missing
in the other business enterprise Mr. Reddy currently runs.
Having catered to the myriad demands of MNCs on service level expectations. Mr. Reddy is
confident of re defining customer satisfaction in the automobile industry and SIREESH

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AUTO LTD hopes to be the market leader in the automobile in Bangalore delivering the best
of service to its customers.
Sireesh auto family is about 200 strong with specialists in all fields of sales, service, after sale
service etc. and the numbers are expected to grow further with another service centres in
Yalahanka. The desire to have service out lets serve 24/7 and from all strategic points to
facilitate owners get easy access has been addressed by having service centers at Hosur road,
Marathalli and at Yelahanka one half of Bangalore SIREESH AUTO PVT LTD.
Distinction:
SIREESH AUTO PVT LTD., one of the largest authorized dealers for Mahindra & Mahindra
Automotives. Record sales in the first year of operation.
Partners in Progress:
They are the preferred partners of M&M automobiles, chiefly due to our successful sales
record and quality. Our facilities have remained unsurpassed, as we strive every day to better
our self.
Sireesh Auto Private Limited., the addition to the Authorised Agency list of Mahindra &
Mahindra commenced operations on April 30th 2006 with the first SHOW ROOM and
SERVICE CENTRE at Hosur road with Scorpio and Bolero as the main products and
LOGAN to follow upon Launch by Mahindra & Mahindra.
A year and a half into the dealership business, Sireesh Auto now has 2 Show rooms and
three workshops to cater to the needs of the Mahindra & Mahindra customers.
Mr Kupendra Reddy, the promoter of the company, took up the business as a diversification
from his other business of Infrastructure Development wherein many IT Parks have been
built in Bangalore and leased out to prestigious MNCs and Indian Companies.
Mr Kupendra Reddy‘s interest comes from a passion for automobiles and a wish to provide
employment to locals in a big way and have a customer care challenge in the retail space
which was missing in the other business enterprises Mr Kupendra Reddy currently runs.
Having catered to the myriad demands of the MNCs on service level expectations, Mr.
Kupendra Reddy is confident of re defining customer satisfaction in the automobile industry

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and SIREESH AUTO (PVT) LTD hopes to be the market leader in the automobile business
in Bangalore delivering the best of service to its customers.
Sireesh Auto family is about 250 strong now with specialists in all fields of Sales, Service,
After sales Service Etc., and the numbers are expected to grow further with another service
centre to be opened shortly in Yelahanka. The desire to have service out lets serve 24/7 and
from all strategic points to facilitate Scorpio and Logan owners get easy access has been
addressed by having service centres at Hosur Road, Marathalli and at Yelahanka covering
one half of Bangalore.
Commanding Presence:
Sireesh Auto Pvt Ltd. is a centralized air-conditioned showroom of M&M automotive in
Bangalore, spread gracefully and decorated elegantly over an impressive 8100 sq.ft at
Yelahanka, Being equipped with affable front office staff and adept professional technicians,
Provide a perfect of quality Service and Reliability.
Space Friendly:
The interiors are aimed at making you feel completely at ease, in luxury. Because for us
customer is the king, one who deserves a regal offering. The setting is apt for times when you
need to switch into a relaxed state of mind.
Technology to Stay Ahead:
They are equipped with the latest technological advancement in the industry, in order to give
the best of services when it matters. Not just to be part of, but to build the future, is our
motto.
Service with Commitment:
Their dedicated team of mechanical specialty offers expert treatment for your vehicle. We
ensure consistency in performance each time, without fail.
Attention to Details:
Sireesh auto provide genuine spare parts and accessories to ensure exceptional performance.
Every single aspect related to your vehicle is taken care of at our premises.

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Dealing Made Convenient:
It is a part of our commitment policy to give advantage to the customer at every juncture. We
offer assistance of every kind at our premises itself, which makes it a one stop facility.
Expert Guidance at Every Step:
Their sales team gives utmost priority to your satisfaction. When you need help to make the
right choice, it is ensured that the result is beyond your expectations. Thus making it a point
that you get the best in both luxury and comfort always.
Models: Mahindra & Mahindra has been launching various type of MUVs and cars from the
year of 1945, keeping in mind the quality, design, driving, comfort, fuel efficiency, and
service and resale value. These from a formidable force that gives our customers the pride
and the joy of value forever. What drives M&M is
• Commitment
• Leadership
• Any an eye for appropriate technology.
Since 1945, when M&M first began manufacturing MUVs & LCVs, M&M have been
engaged in a single-minded endeavour to bring you cars that only state-of-the-art, but are also
some of the most environment friendly vehicles in this world-a reflection of our commitment
and care, for better environment.
At the heart of every M&M is a unique engineering and an optimal mix of power and
economy.
All this is supported by M&M nation – wide dealership network and automated workshop
that provide excellent after sale service
The company has constantly exploring new opportunity to define the shape to tomorrow‘s
driving technology.

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2.2 COMPANY HIERARCHY
FOUNDER
Mr. D KUPENDRA REDDY
Before Worked at Gayathri developers
His others business include IT parks have built in Bangalore end leased out to
prestigious MNC”s and Indian companies.
DIRECTOR HR DEPARTMENT
Mr NAGESH (Director)
 Before worked at Gayathri
developers(sireesh)
 From 1991
 And from 2007 working as Director in
Mahindra (in Sireesh Auto).
Anapoorna Subramanyaa
 From 2011
 Manager-HR
 From 1997 working as Director
in sireesh auto
SPARES
DEPARTMENT
ACCESSORIES
DEPARTMENT
SERVICE
DEPARTMENT
SALES
DEPARTMENT
Mr. Yogesh
( Manager)
Mr.Sanjaydutt
(General Manager)
Mr. Praveen
(Manager)
Mr. Lawarence
(Ass. Manager)
Mr. Prasad
(Manager)
Mr. Satish
(Ass. Manager)
Mr.Chandrasekhar
(manager)

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2.3 VISION AND MISSION
Vision
The vision of the company is to be the “Leading independent player in the global gears and
Tran.”
Mission
The mission of the company is “To create India's largest automobile and automobile-related
products distribution network by providing dealers and customers with the largest choice of
unique world-class products and services.”
2.4 PRODUCT AVAILABLE AT SIREESH AUTO PVT LTD:
Products
Sireesh auto products include:
•Ssangyong Rexton:
Ssangyong Rexton Ex-showroom Prices (in Rs.) RX5 RX6 RX7
Bangalore 20,35,257 22,46,473 23,80,387

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This powerful SUV offers the best combination of performance, fuel economy, comfort,
versatility, and safety.
A host of advanced features like the 8-way electrically adjustable driver's seat with memory
settings, touch-screen infotainment system with maps, sunroof, automatic climate control,
rain sensors and auto headlamps make your journey comfortable.
The 5-speed Electronic automatic transmission provides smooth and quiet operation coupled
with high performance and fuel efficiency. Safety features include a rear obstacle warning
system, panic alarm, and an immobilizer that prevents illegal reproduction of your key.
• New Age XUV 500:
Price starts from 11.29 lakhs , The XUV 500 knows no boundaries. Designed with inputs
from customers across the world, it is unmatched in terms of style, performance, technology,
safety and comfort – a truly complete driving experience. Bold muscular lines combined with
a range of first-in-class technologies make for an automobile that’s equal parts ferocity and
sophistication.

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Beneath the skin lie a host of first-in-class features. Plush all-leather interiors, 6 way power
adjustable seats, reverse parking assist and more– there’s a long list of features that allow you
to travel in style and comfort whether you’re on paved roads or out in the wilderness. The
XUV 500 boasts a range of integrated digital systems to make the driving experience
complete. A fully loaded GPS navigation system consisting of over 1.5 million kilometres of
road across 1200 cities and an inclusive Driver Information System that diligently reports all
of the vehicle’s vital information in real time are just two of the XUV 500’s impressive
features.
• Quanto:
Designed for the modern family, the Mahindra Quanto fuses the convenience and practicality
of a hatchback, with the space and comfort of an SUV.
The Priceof this car is between 5.99 to7.57 lakhs .A new breed of compact SUV, the Quanto
is the only vehicle with 5 + 2 seating in the sub-4m category giving it best-in-class interior
space. Need a bigger boot? The 5+2 seating is adaptable to the varying needs of the modern
family, and the third row of seats folds to make more space than ever before.

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• Scorpio:
When we designed the Scorpio (known in Europe as the Goa) we started with a clean sheet of
paper and just one thing in mind — our customers. Your needs became its features, and your
destinations its motivation.
For example, the Scorpio is built around a sophisticated all-original frame that is rugged yet
forgiving. That gives you the flexibility to take Scorpio anywhere — from urban alleyways to
glass-smooth highways to boulder-strewn trails — in confidence and comfort.
Your Scorpio can be equipped with a range of engines, from our highly efficient Micro
Hybrid to India’s burliest diesel power plant. You’ll smile when you press the accelerator to
pass another vehicle and grin when you pull away from the fuel pump — it’ll be quite some
time before you’re back there again.
The whole package is wrapped in the Scorpio’s unmistakably muscular styling. The
prominent grille and bulging fenders give the Scorpio a dominating presence, and its upright
stance means you tower over the road ahead.

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• Xylo:
Price – 7.8 to 11.6 lakhs. The new Xylo is a sleek multi-utility vehicle (MUV) that offers tons
of space, style and features. The front look is characterized by elegant new chrome
highlights, a contoured bumper with sporty air dams, stylized headlamps and a spirited grille
– all embodiments of signature Mahindra styling. Powered by the legendary mHawk engine,
with best-in-class 120 PS power & 280 Nm torque at your command, you can count on a
powerful drive even with 8 passengers.
The Xylo comes with a host of fabulous features making it one of the most feature-rich
MUVs on Indian roads today.
The Xylo comes with the best in safety features. Dual Airbags & ABS with EBD ensure you
travel with your loved ones with complete peace of mind. Speaking of peace of mind, the
Xylo comes with a segment-leading 3 years/100000 kms warranty making it a well-rounded
package.

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• Verito:
The new look Verito has always been the sedan of choice for people who value substance.
Bold straight lines combined with subtle curves give the car an elegant look. At the heart of
this vehicle are the world-renowned 1.5 litre dCi and 1.4 litre MPFi engines renowned for
their excellent mileage. When it comes to on-road performance, the Verito’s responsive
power steering, high ground-clearance and well-tuned suspension give passengers a ride
quality that’s unmatched. But perhaps the Verito's biggest strength lies on the inside. It comes
with class-leading cabin space with the widest rear-seat in its class, offering all three rear
passengers unmatched space and comfort.
The Verito Vibe, derived from the Verito sedan, is a sporty compact sedan with a large boot
of 330 litres. The Vibe retains the sedans inherent strengths - class leading space, high
ground-clearance, and a well-tuned suspension that does not compromise on comfort or
performance. In addition the Vibe comes with distinctive features such as the first-in-class
LED Light Streaming Tail Lamps, champagne alloy wheels and carbon-finished front grille.
Visit the Verito website to learn more.

Page 23
• Bolero:
Creating the Bolero meant challenging the existing perception of utility vehicles (UVs).
Because of their toughness, the common perception is that UVs lack comfort and style. With
the Bolero, we strive to deliver the ruggedness people expect in a UV with the driving
pleasure of a car, answering the need for function with style.
The new Bolero isn't just an SUV. It's a feature-rich, adrenaline pumping driving experience.
Combining advancements like the new m2DiCR engine, Micro Hybrid technology (available
only in ZLX-BS4) and Voice Messaging System with masculine exteriors and comfortable
interiors including an advanced digital display, the Bolero has everything you need to take on
any road the country has to offer. Choose from the exciting range of variants that suits your
requirement.

Page 24
• THAR:
In a way, the Thar has been more than 60 years in the making. Mahindra built its first utility
vehicle in 1947, when it assembled completely knocked down (CKD) jeeps in India. Rough,
uncertain driving conditions across the country led Mahindra to design its own powerful,
handle-anything UV—the MM540.
The Thar celebrates this rich heritage by sharing the MM540’s iconic original frame. But
under the hood, it’s a different beast. Its turbocharged intercooled NEF CRDe Euro IV
engine devours the roughest terrain. Ground clearance of 200mm and extreme approach and
departure angles mean the Thar can climb over anything. And its classic body on frame
chassis is virtually indestructible.
A striking collector’s item, the Thar connects Mahindra’s past and future, paying homage to
history and pushing forward the boundaries of modern technology.

Page 25
• E20:
The e2o electric car delivers an astonishing driving experience. No noise. No gears. No
tailpipe. No petrol. No emissions.
Designed for urban use, this electric car brings clean transportation options to any lifestyle.
You can carve through city traffic easily, the green way. We’ll even send you monthly
updates on your carbon consumption with tips on how to drive more efficiently.
Striking, convenient, and comfortable, the e2o is the successor to the REVA (known in the
UK as the G-Wiz) which was amongst the world’s best-selling electric vehicles. With
seating for four adults and two children, it presents a convenient transportation solution and is
perfect for city driving. It operates with maintenance free Lithium-ion batteries delivering
120 km per charge, and reaching a top speed of over 81 km/h.

Page 26
Service Offered:
Six Service and paid service after sale of Cars.
• Free check-ups campaigns
• Finance through bank
• Demonstration for new products
• Acceptance of warranty claims
• Accident repairs
Working Time:
Working hours in Sireesh Auto Pvt Ltd.are 12 hours per day starting from 08:30 am to
7:30pm with one-hour break for lunch and 15 minutes for evening tea and coffee.
Promotional activities
The promotional activities adopted by Sireesh Auto Pvt. Ltd., are
 Test Driving
 Free Driving
 Hoarding
 Discounts
 Advertisement in Newspaper and magazines
 Gift Schemes
 Free Services
 Mileage Contents
Promotional expenses have been borne by both Sireesh Auto Pvt Ltd.and M&M, shares in
advertisement cost.
AREAS OF OPERATION
Sireesh Auto Ltd has operation in Bangalore city but not in any other place in the nation.
Being a newly established firm, Sireesh has limited its operations only into Bangalore city. It
has four different in the city where two branches has both sales and services facility for
Mahindra and Mahindra vehicles, where as one branch has only a sales activity and the final
one has only service facilities provided.

Page 27
2.5 DEPARTMENTAL STUDIES
A) Human Resource
1) Clinical Operations: Works strategically and jointly with the company and its employees
to enhance the health and safety of each employee, continuously improving acceptable
standards related to health and maximizing value in all health-related matters.
2) Corporate Travel: Provides affordable and high-quality travel and event services to all
Mahindra activities worldwide. We make use of well-defined processes, technical tools,
and skills.
3) Global Security & Fire: Provides the highest level of safety and security to employees by
developing and implementing global security strategies, standards and polices to
minimize risk.
4) Compensation & Benefits: Provides high quality compensation, benefit products and
services that enable employees to attain physical and financial well-being.
5) HR Business Operations: Strategically partners with operations to diagnose the needs of
salaried employees and deliver solutions that align with business goals. We also facilitate
implementation of Mahindra people cycle plan.
6) HR Labour Operations and Labour Affairs: Strategically partners with Operations to drive
business results through effective handling of union relations matters that impact plant
operations. Engages in joint problem resolution with unions at the local, regional, and
International levels. Leads the National negotiations’ process.
7) Learning & Development: Builds world-class functional, technical and leadership
capability across the globe. We align learning solutions with business needs by using strong
processes, partnerships and competencies. We help develop employees by finding the right
solution at the right time, including informal, formal and blended learning methods.
8) Occupational Health & Safety: Maintains functional responsibility for occupational health
and safety matters, including the development of policies, procedures, standards and systems
to protect employee health and safety.

Page 28
B) Finance
1) Product Development Finance: Includes product cost, engineering resources and vehicle
line profits.
2) Marketing and Sales Finance: Includes pricing, incentives, sales analysis and
production scheduling.
3) Purchasing: Includes commodity analysis, material cost analysis and supplier
risk management.
4) Mahindra Credit: Includes credit and residual risk assessment, pricing, operating costs,
borrowing cost analysis, profit analysis and SEC reporting.
5) Treasury: Includes cash management, capital funding, and foreign exchange and
investor relations.
6) Manufacturing Finance: Includes plant labour and overhead, investment decisions
and sourcing.
7) Customer Service Division Finance: Includes parts and service pricing, parts logistics
operations and warranties.
8) Corporate Staffs: Includes accounting, profit analysis, cash management, employee
benefits and finance systems and processes.

Page 29
Marketing
1) Field Operations: Responsible for the development, communication and general
management of the field’s workload and priorities for Mahindra Sales. They are also
responsible for working with all corporate business owners. To do so, Mahindra
communicate with the dealer network and field team to manage specific marketing, sales and
service initiatives.
2) Mahindra Marketing: Represents the voice of the customer in all product marketing efforts
and provides proper analysis to ensure a high rate of return on investment in all consumer-
facing marketing efforts.
3) Mahindra Sales: As the face of the company, the sales divisions have responsibility for
cascading vehicle production schedules and maintaining consistency in national and
local advertising.
4) Mahindra Customer Service Division: Provides all levels of customer and dealer support.
Our multi-faceted organization aims to provide an outstanding customer ownership
experience that leads to customer loyalty, vehicle repurchase and additional sales of parts,
accessories and services.
5) Global Marketing Sales and Service: Responsible for global strategic product, volume,
fixed marketing, consumer experience and retail planning operations.

Page 30
2.6 SWOT ANALYSIS OF SIREESH AUTO PVT LTD
Strengths
• Domestic market is large
• Government provides monetary assistance for manufacturing units
• Reduced labour cost
Weakness
• Infrastructural setbacks
• Low productivity
• Too many taxes levied by government increase the cost of production
• Low investment in research and development
OPPORTUNITIES
• Rural demand is rising
• Income level is at a constant increase
THREATS
• Increasing rates of interest
• Too much competition
• Rising cost of raw materials

Page 31
3.1 TITLE OF THE STUDY
“A Study on Consumer Satisfaction towards XUV500 by Mahindra and Mahindra in Sireesh
Auto pvt ltd.”
BACKGROUND OF THE STUDY
Consumer satisfaction with a product presumably leads to repeat purchases, acceptance of
other products in the same product line , and favourable word of mouth publicity. Therefore
knowledge about factors affecting customer satisfaction is essential to marketers.
Sireesh auto has always been a customer –centric company. There is a need to establish a
customer satisfaction for each and every organization.
The reviews which we get as feedback which need to be included if the customer satisfaction
is going to add value to the organizations product.
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 who are highly satisfied are much less ready to switch. High satisfaction or delight
creates an emotional bond with the brand, not just the rational preference. The result is high
customer loyalty. Thus a company believes that a very satisfied or delighted customer is
worth ten
Competition: The new age XUV500 is the most valuable product from Mahindra. Loaded
with new and improved technologies, the car is an absolute beast for SUV lovers. At present
it gives tough competition to Renault Duster, Nissan Terrano and Tata Safari Storme. The
bolstered version will make its position stronger in the market.

Page 32
3.2 STATEMENT OF THE PROBLEM
Marketing plays an important role in the future developments of any company; therefore here
we look at the consumer satisfaction towards the passenger car segment of Mahindra and
Mahindra and the various aspects that have helped them to satisfy the customers.
People have diversified through and characteristics in automobile sector, industry play a
predominant role in economic growth of the country. The study also helps to obtain
suggestions and improvement of product and service and it also helps in finding out the
satisfaction level of consumers. Secondly, it also helps in knowing consumers taste and
preferences before and after purchase of the car.
The study was conducted to evaluate the performance and market standing of the car
XUV500.
3.3 NEED OF THE STUDY
The study is made at SIREESH AUTO pvt ltd and its customers. The study helps in knowing
the buying prospects of XUV500 and also helps in knowing the satisfaction level regarding
the product, price, luxury, mileage etc.
The area of scope is limited to the segment selected within Bangalore.
Further the scope is narrowed down only to the study of the identified segments. The result
drawn from this study is expected to benefit the dealers and the company.

Page 33
3.4 LIMITATIONS OF THE STUDY
The study has certain limitations under which it was carried out. These limitations are as
follows:
• The research work is restricted to Bangalore only.
• This research does not cover the whole market of Bangalore.
• Sample size was confined to 44 respondents.
• The information executed by the respondents may or may not be true because
some respondents may not provide correct information.
3.5 OBJECTIVES OF THE STUDY
1. To find out the consumers awareness about XUV500.
2. To find out the factors that influences customer’s decision to choose M&M.
3. To study the various strategies used by M&M to build their brand image.
4. To know whether the customers are satisfied with the existing features of XUV500 of
M&M.
5. To find out the level of satisfaction among the customers with regard to service
provided by M&M.
6. To give suggestions to improve the level of consumer satisfaction.
7. To analyse the consumers opinion of various aspects of M&M’s XUV500.

Page 34
3.6 TYPE OF RESEARCH
Descriptive Research
STEPS in the descriptive research:
Statement of the problem
 Identification of information needed to solve the problem
 Selection or development of instruments for gathering the information
 Identification of target population and determination of sampling Plan.
 Design of procedure for information collection
 Collection of information
 Analysis of information
 Generalizations and/or predictions.
3.7 SAMPLING TECHNIQUE
CONVENIENCE SAMPLING- Is a non-probability sampling. It means selecting sample
units in a just “hit and miss” fashion, example interviewing people whom you happen to
meet.
SIMPLE RANDOM SAMPLING-The list of sampling units from which a sample is taken is
called the sampling frame.
SAMPLING DESIGN
Sampling Method- Simple random sampling, a conveniences sampling method was used to
select respondents to conduct the study.

Page 35
3.8 SAMPLE SIZE, SAMPLE DESCRIPTION
Sample size
I have targeted 44 people with the help of questionnaire for the purpose of the research. The
target population influences the sample size. The target population represents the Bangalore
region.
Sample description
All aged group of customers and income groups were targeted.
3.9 RESEARCH INSTRUMENT
Questionnaire:
A questionnaire is a research instrument consisting of a series of questions and other prompts
for the purpose of gathering information from respondents. Although they are often designed
for statistical analysis of the responses, this is not always the case. The questionnaire was
invented by Sir Francis Galton.
Data Collection
Data collection took place with the help of filling of questionnaires. The questionnaire
method has come to the more widely used and economical means of data collection. The
common factor in all varieties of the questionnaire method is this reliance on verbal
responses to questions, written or oral. I found it essential to make sure the questionnaire was
easy to read and understand to all spectrums of people in the sample. It was also important as
researcher to respect the samples time and energy hence the questionnaire was designed in
such a way, that its administration would not exceed 4-5 mins.
The first hand information was collected by making the people fill the questionnaires. The
primary data collected by directly interacting with the people. The respondents were
contacted at showrooms .The data was collected by interacting with 44 respondents who
filled the questionnaires and gave me the required necessary information.

Page 36
3.10 RESEARCH METHODOLOGY
Source of Data Collection-The information relevant for the study was drawn from secondary
data, which alone was not sufficient. The primary data was collected using a questionnaire. A
questionnaire was designed for this purpose.
Plan of Analysis-The Raw data has been tabulated with the help of a table. From the table’s
concept, analysis and Interpretations are drawn which in this was used for interpretation and
charts are prepared.
ResearchProcess
The research process has four distinct yet interrelated steps for research analysis
It has a logical and hierarchical ordering:
 Determination of information research problem.
 Development of appropriate research design.
 Execution of research design.
 Communication of results.
3.11TOOLS OF THE STUDY
1. Primary Data- Is the information that you collected specifically for the purpose of your
research project.an advantage of primary data is that it is specifically tailored to your research
needs. A disadvantage is that it is expensive to obtain.
Source of data collection-The primary data was collected using a questionnaire. A
questionnaire was designed for this purpose
2. Secondary Data – Secondary data is “the data collected by someone other than the user
.common source of secondary data for social science include censuses, organisational records
and the data collected through qualitative research”

Page 37
PLAN OF ANALYSIS
• Raw primary data has been collected with the help of questionnaire. The Raw data has
been tabulated with the help of table. From the tables, analysis and Interpretations are
drawn which in this was used for interpretation. Based on this charts were prepared
for better pictorial understanding of the study. From the set of inferences and
interpretation, conclusion has been drawn which is followed by suggestions, keeping
the objectives in mind throughout the study.
• From the set of inferences and interpretation, conclusion have been drawn which is
followed by suggestions, keeping the objectives in mind throughout the study.

Page 38
4. ANALYSIS AND INTERPRETATION OF DATA
TABLE NO: 4.1
Table showing the satisfaction level of consumers with the purchase of the car.
ANALYSIS: The table gives the information about the satisfaction level with the purchase of
the car XUV500. In this table it shows that 9% of the respondents are highly satisfied, 71% of
the respondents are satisfied, 18% of respondents are neutral and 2% are dissatisfied.
INTERPRETATION:
From the above graph we can infer that most of the consumers are satisfied with the purchase
of the car XUV500 by M&M
9%
71%
18%
2%
0%
20%
40%
60%
80%
H I G H LY S ATIS FI ED S ATI S F I ED N EU TR AL D I S S ATIS FI ED
1 2 3 4
SATISFACTION LEVEL OF CONSUMER ON
XUV 500
PERCENTAGE
SL no OPTIONS
NO OF
RESPONDENTS PERCENTAGE
1
HIGHLY
SATISFIED 4 9%
2 SATISFIED 31 71%
3 NEUTRAL 8 18%
4 DISSATISFIED 1 2%
TOTAL 44

Page 39
TABLE NO: 4.2
Table showing the consumers source of awareness of the car xuv500
SL NO
OPTIONS
NO OF
1 ADVERTISEMENTS 15 34%
2 DEALERS 7 16%
3 FRIENDS&RELATIVES 16 36%
4 SHOWROOM 6 14%
TOTAL 44 100%
ANALYSIS: The table gives the information about the awareness of the car XUV500. In
this table it shows that 34% of the respondents are aware because of advertisements, 16%
through dealers, 36% through friends and relatives and 14% through showroom.
INTERPRETATION: From the above graph we can infer that most of the consumers were
aware of the car XUV500 by friends and relatives i.e. word of mouth and through
advertisement. It shows that the car xuv500 has a good feedback among the consumers.
14%
0%
5%
10%
15%
20%
25%
30%
35%
40%
PERCENTAGE
1 ADVERTISEMENTS 2 DEALERS 3 FRIENDS&RELATIVES 4 SHOWROOM
SOURCE OF AWARENESS OF THE CAR

Page 40
TABLE NO: 4.3
Table showing if the M&M advertisement is appropriate for the car
SL NO OPTIONS
NO OF
1 YES 18 41%
2 PARTIALLY 23 52%
3 NO 0 0%
4 NOT SURE 3 7%
TOTAL 44 100%
ANALYSIS: The table gives the information about the M&M advertisement apt for the car
XUV500. In this table it shows that 41% feel it is apt, 52% feel it’s partially apt, 0% feel it is
not apt and 7% are not sure whether it is appropriate.
INTERPRETATION: From the above graph we can infer that most of the consumers were
aware of the car through advertisements but they feel that the advertisement which M&M
made was partially appropriate and should improve on their advertisements.
0 5 10 15 20 25
YES
PARTIALLY
NO
NOT SURE
41%
52%
0%
7%
PERCENTAGES
M&M ADVERTISEMENTAPT FOR THE CAR XUV 500

Page 41
TABLE NO: 4.4
Table showing the factors influencing the customers to purchase XUV 500.
PERFORMA
NCE
COMFORT LOOKS MAINTAINC
E
PRICE
RANKI
NG
NO OF
RSPOND
ENTS %
NO OF
RSPOND
ENTS %
NO OF
RESPOND
ENTS %
NO OF
RRSPOND
ENTS %
NO OF
RESPOND
ENTS %
1 14
32
% 3 6% 5
12
% 5
12
% 16
365
%
2 11
25
% 6 14% 9
20
% 11
25
% 10
23
%
3 4 9% 11 25% 14
32
% 9
20
% 2 5%
4 9
20
% 13 30% 9
20
% 8
18
% 8
18
%
5 6
14
% 11 25% 7
16
% 11
25
% 8
18
%
TOTA
L 44
100
% 44
100
% 44
100
% 44
100
% 44
100
%
ANALYSIS: The table gives the information about the factors influencing the customers to
purchase XUV 500. In this table it shows that 32% of the respondents have given rank 1 to
performance, 25% of the respondents have given rank 2, 9% of the respondents have given
rank 3, 20% of the respondents have given rank 4, 14% of the respondents have given rank 5.
Whereas 6% of the respondents have given rank 1 to comfort, 14% of the respondents have
given rank 2, 25% of the respondents have given rank 3, 30% of the respondents have given
rank 4, 25% of the respondents have given rank 5.
It also shows 12% of the respondents have given rank 1 to looks, 20% of the respondents
have given rank 2, 32% of the respondents have given rank 3, 20% of the respondents have
given rank 4, 16% of the respondents have given rank 5.
There as 12% of the respondents have given rank 1 to maintenance, 25% of the respondents
have given rank 2, 20% of the respondents have given rank 3, 18% of the respondents have
given rank 4, 25% of the respondents have given rank 5.

Page 42
Therefore 36% of the respondents have given rank 1 to price, 23% of the respondents have
given rank 2, 5% of the respondents have given rank 3, 18% of the respondents have given
rank 4, 18% of the respondents have given rank 5.
GRAPH NO: 4.4
INTERPRETATION:
From the above graph we can infer that majority of the respondents have ranked 1 for
performance, rank 2 for comfort and maintenance, rank 3 for looks, rank 4 for comfort, rank
5 for comfort and maintenance. This shows that the respondents are more happy with the
performance, comfort and maintenance.
0
2
4
6
8
10
12
14
16
FACTORS INFLUENCING CUSTOMERS TO
PURCHASE XUV 500
RANKINGS
1
2
3
4
5

Page 43
TABLE: 4. 5
Table showing if the consumers were offered a test drive by M&M.
SL NO OPTIONS NO OF RESPONDENTS PERCENTAGE
1 YES 40 91%
2 NO 4 9%
TOTAL 44 100%
ANALYSIS:
The table gives the information weather the consumers were offered a test drive. In this table
it shows that 91% of the respondents were offered a test drive and 9% of the respondents
were not offered a test drive.
INTERPRETATION:
From the above graph we can infer that most of the consumers were offered a test drive.
YES
91%
NO
9%
OFFERED A TEST DRIVE

Page 44
TABLE NO: 4.5.b
Table showing the satisfaction level of consumers with the test drive given by M&M.
ANALYSIS: The table gives the information about the satisfaction level of consumers with
the test drive given by M&M. In this table it shows that 20% of respondents are highly
satisfied, 59% are satisfied, 11% are neutral and 9% are dissatisfied.
INTERPRETATION: From the above graph we can infer that most of the consumers are
satisfied with the test drive given by M&M. We have seen in the previous graph that 75% of
the consumers have been given a test drive but only 20% are highly satisfied and 59% are
satisfied with the test drive. So M&M should take an effort to increase their test drive
services given to the consumers.
20%
59%
11% 9%
0%
20%
40%
60%
80%
HIGHLY SATISFIED SATISFIED NEUTRAL DISSATISFIED
1 2 3 4
SATISFACTION LEVEL AFTER TEST DRIVE
PERCENTAGE
SL NO OPTIONS
NO OF
1
HIGHLY
SATISFIED 9 20%
2 SATISFIED 26 59%
3 NEUTRAL 5 11%
4 DISSATISFIED 4 9%
TOTAL 44 100%

Page 45
TABLE NO: 4.6
Table showing the fuel consumption of the car XUV500.
SL NO OPTIONS
NO OF
RSPONDENTS PERCENTAGE
1 EXCELLENT 0 0%
2 GOOD 30 68%
3 AVERAGE 12 27%
4 POOR 2 5%
TOTAL 44 100%
ANALYSIS: The table gives the information about the fuel consumption of the car XUV500.
In this table it shows that 0% of respondents feel its excellent, 68% of the respondents feel its
good, 27% of the respondents feel its average and 5% of respondents feel its poor.
INTERPRETATION: From the above graph we can infer that 68% of the respondents feel
that the fuel consumption is good. It shows that the XUV500 gives a good mileage.
%0
30%
12%
2%
0
5
10
15
20
25
30
35
EXCELLENT GOOD AVERAGE POOR
RESPONDENTS
FUEL CONSUMPTION

Page 46
TABLE NO: 4.7
Table showing the improvement in XUV 500 desired by the consumers.
ANALYSIS: The table gives the information about the improvement that the consumers
need inXUV500. In this table it shows that 41% needs improvement in mileage of the car,
18% needs in price, 14% needs improvement in appearance,20% needs in maintenance, and
7% needs improvement in others.
INTERPRETATION: From the above graph we can infer that most of the consumers need
improvement in mileage of the car XUV 500. In the previous graph (i.e. graph 8) we can see
that the consumers feel the fuel consumption is good but 0% of the respondents feel it’s
excellent. It shows that consumers are satisfied with the fuel consumption but needs more
improvement.
SL NO OPTIONS
NO OF
1 MORE MILEAGE 18 41%
2 PRICE 8 18%
3 APPEARANCE 6 14%
4 MAINTAINANCE 9 20%
5 OTHERS 3 7%
TOTAL 44 100%
0
2
4
6
8
10
12
14
16
18
20
0 1 2 3 4 5 6 7
RESPONDENTS
IMPROVEMENT

Page 47
TABLE NO: 4. 8
Table showing the opinion of respondents when comparing XUV500 with other cars.
SL NO OPTIONS
NO OF
1 EXCELLENT 6 14%
2 GOOD 33 75%
3 AVERAGE 4 9%
4 POOR 1 2%
TOTAL 44 100%
ANALYSIS: The table gives the information about the comparison of XUV500 with other
cars. In this table it shows that 14% of respondents feel it’s excellent, 75% of respondents
feel its good, 9% of respondents feel its average and 2% of respondents feel its poor.
INTERPRETATION: From the above graph we can infer that most of the consumers feel
that XUV500 is good car when compared to other SUV cars because the consumers are
happy with the outlook of the car , the fuel consumption etc.
Series1
0
10
20
30
40
EXCELLENT
GOOD
AVERAGE
POOR
6
33
4
1
OPINIONS OF RESPONDENTS WHEN
COMPARED TO OTHER CARS
Series1

Page 48
TABLE NO: 4.9
Table showing the consumers for choosing the brand XUV500.
SL NO
OPTIONS
NO OF
1 PRICE 7 16%
2 SERVICE 24 55%
3 ADVERTISEMENTS/PROMTIONS 13 29%
4 OTHERS 0 0%
TOTAL 44 100%
ANALYSIS: The table gives the information about the consumers choosing the brand
XUV500. In this table it shows that 16% of respondents choose because of price, 55% choose
for the service, 29% choose because of advertisements/promotions.
INTERPRETATION: From the above graph we can infer that most of the consumers have
chosen the brand because of the service. It shows that the service given by M&M and with
Sireesh Auto pvt ltd is excellent in providing same to the consumers. Price and promotion
does not play a major role in choosing a brand.
1 PRICE
16%
2 SERVICE
55%
3
ADVERTISEMENTS/PR
OMTIONS
29%
4 OTHERS
0%
BRAND PREFERENCE
1 PRICE 2 SERVICE 3 ADVERTISEMENTS/PROMTIONS 4 OTHERS

Page 49
TABLE NO: 4.10
Table showing if the brand of the car really matter for the purchase of the car.
SL NO OPTIONS
NO OF
RESPONDENTS
PERCENTAGE
1 YES 30 68%
2
NOT
REALLY
12 27%
3 NO 0 0%
4 DEPENDS 2 5%
TOTAL 44 100%
ANALYSIS: The table gives the information about the importance of brand while purchasing
the car. In this table it shows that 68% of respondents feel its really important, 27% of
respondents feel it’s not really required, 0% of respondents feel its not important and 5% fell
its depends.
that the brand of the car matters for the purchasing of a car. It shows that the consumers are
brand conscious and quality conscious.
0
5
10
15
20
25
30
YES NOT
REALLY
NO DEPENDS
68%
27%
0% 5%
RESPONDENTS
BRAND OF THE CAR REALLY MATTER

Page 50
TABLE NO: 4.11
Table showing the satisfaction of customers with the colours available in XUV500.
SL NO OPTIONS
NO OF
RESPONDENTS
PERCENTAGE
1 YES 22 50%
2 PARTIALLY 21 48%
3 NO 1 2%
TOTAL 44 100%
ANALYSIS: The table gives the information about the satisfaction level of consumers with
the colours available in XUV500. In this table it shows that 50% of respondents are satisfied
with the colours, 48% of respondents are partially satisfied and 2% of the respondents are not
satisfied.
INTERPRETATION: From the above graph we can infer that 50% of the consumers feel
that M&M should bring in more colours and 48% of the respondents feel that they are happy
with the colours but want M&M to come up with more colours.
0
5
10
15
20
25
YES PARTIALLY NO
%50
48%
2%
RESPONDENTS
COLOURS

Page 51
TABLE NO: 4.12
Table showing the satisfactory level with regards to the service provided by M&M.
SL NO
OPTIONS
NO OF
1
EXTREMELY
SATISFIED 6 14%
2 SATISFIED 33 75%
3 NEUTRAL 4 9%
4 DISSATISFIED 1 2%
TOTAL 44 100%
ANALYSIS: The table gives the information about the satisfactory level of consumers with
regards to the service provided by M&M. In this table it shows that 14% of respondents feel
that they are extremely satisfied, 75% of the respondents are satisfied, 9% of the respondents
are neutral, 2% of the respondents are dissatisfied.
INTERPRETATION: From the above graph we can infer that 14% of the respondents are
extremely satisfied with the service provided by M&M and 75% of the respondents are
satisfied with the service provided by M&M. it shows that the service provided by M&M and
Sireesh Auto pvt ltd is excellent.
14%
75%
9%
2%
0
5
10
15
20
25
30
35
EXTREMELY
SATISFIED
SATISFIED NEUTRAL DISSATISFIED
RESPONDENTS
SERVICES PROVIDED

Page 52
TABLE NO: 4.13
Table showing the after sale service provided by M&M.
SL NO
OPTIONS
NO OF
1 EXCELLENT 9 20%
2 GOOD 28 64%
3 AVERAGE 6 14%
4 POOR 1 2%
TOTAL 44 100%
ANALYSIS: The table gives the information about the after sale service provided by M&M.
In this table it shows that 20% of the respondents feel the after sale service is excellent, 64%
of respondents feel it is good, 14% of the respondents feel its average and 2% of the
respondents feel it’s poor.
INTERPRETATION: From the above graph we can infer that 20% of the consumers feel
that the after sale services provided by M&M is excellent and 64% of the consumers feel that
it is good. The after sale service include free services for 2-3 services given by Sireesh Auto
pvt ltd. So the consumers are happy to get free services.
0
5
10
15
20
25
30
EXCELLENT GOOD AVERAGE POOR
20%
64%
14%
2%
RESPONDENTS
AFTER SALES SERVICES

Page 53
TABLE NO: 4.14
Table showing weather the consumers were delivered with all the accessories and with
relevant papers.
SL NO OPTIONS
NO OF
1 YES 33 75%
2 NOT SURE 7 16%
3 NOT SURE 1 2%
4
DON’T
REMEMBER 3 7%
TOTAL 44 100%
ANALYSIS: The table gives the information about the consumer’s weather they were
delivered with all the accessories and with relevant papers. In this table it shows that 75% of
the respondents were delivered with all the accessories and relevant papers, 16% were not
sure, 2% were not delivered and 7% do not remember if they were delivered.
INTERPRETATION: From the above graph we can infer that 75% of the consumers were
delivered with the accessories and relevant papers. It shows that M&M and Sireesh Auto pvt
ltd have good responsibility towards their customers.
0
5
10
15
20
25
30
35
YES NOT SURE NO DON’T
REMEMBER
75 %
16 % 2%
7%
DELIVERED ACCESSORIES WITH RELEVANT PAPERS

Page 54
TABLE NO: 4.15
Table showing if M&M should advertise more on XUV500.
SL NO OPTIONS
NO OF
RESPONDENTS
PERCENTAGE
1 YES 32 73%
2 NO 3 7%
3
NOT
SURE
9 20%
TOTAL 44 100%
ANALYSIS: The table gives the information if M&M should advertise more on XUV500. In
this table it shows that 73% of the respondents feel they have to advertise more, 7% feel its
not required and 20% are not sure.
that M&M should advertise more on the car XUV500 because in graph 2 we have seen that
the consumers were aware through friends and relatives and then by advertisements. So they
want M&M to advertise more.
YES
73%
NO
7%
NOT
SURE20%
ADVERTISE MORE

Page 55
5.1 FINDINGS
 It is found that most of the respondents were aware of the car XUV500
through friends and relatives and through advertisements.
 The respondents are satisfied with the purchase of the car XUV 500.
 From the survey we came to know that the respondents are extremely satisfied
with the service provided by M&M and by Sireesh Auto pvt ltd as we can see
in graph no 4.12
 Most of the respondents feel that M&M should bring in more models similar
to XUV 500.
 Majority of the respondents are aware only about the automatic car in XUV
500.
 It was clearly shown in graph no 4.14 that the respondents were delivered with
all the accessories and with relevant papers.
 It shows that 50% of the respondents feel that location plays an important role
in purchasing a car.
 Most of the respondents are happy with the fuel consumption in XUV 500 as
shown in graph no 8 but few respondents feel that there should still be an
improvement in the mileage of the car as shown in graph no 4.7
 The strategy adopted by M&M to build their brand image was partially apt
because the respondents feel that the advertisements that M&M make is
partially apt and most of the respondents were aware because of friends and
relatives.
 It is clear that the respondents are satisfied with the air conditioning, outlook
of the car and with the different colours available in XUV 500.
 It is found that majority of the respondents were offered a test drive by Sireesh
Auto pvt ltd and most of them were satisfied with the test drive.

Page 56
5.2 SUGGESTIONS/ RECOMMENDATIONS
On the basis of research and analysis of the study conducted in Bangalore, there are certain
suggestion or key points to the company.
 In the study it shows that few consumers were not satisfied with the purchase
of the car XUV 500 so the company should improve on the car XUV 500.
 Majority of the consumers feel that the advertisements made by M & M
should make more appropriate advertisements for the car XUV 500.
 The mileage of the car should be improved.
 The company should have more awareness programs for the other models of
XUV 500.
 Since the customers are expecting some other model of XUV 500. The
company should consider to bring in more models of XUV 500.
 The company can give automated reminders in the form of emails, faxes,
letters or phone calls with an intimation of the service, offers etc.
 The company should improve the after sale services.
 Sireesh automobiles should improve in delivering with all the accessories and
with relevant papers on time because not all the consumer where delivered on
time
 Mahindra and Mahindra should increase channels of dealers because the
customers wanted the showrooms which is near to their home and work place.

Page 57
5.3 CONCLUSION
Any research project is aimed to attain a certain objective. Similarly this project was aimed
at studying the Consumer Satisfaction towards XUV500 car by Mahindra and Mahindra in
Sireesh Auto pvt ltd.
Customer satisfaction is the life blood for any organization. Customers are the reflection of
the company’s success. This study helps in knowing the satisfaction level of consumers with
regard to purchase of the car XUV 500
Convenient and simple random sampling was chosen for the study, the questionnaires were
distributed to 44 customers, and raw data was obtained by applying statistical techniques.
Based on analysis and interpretation, I can say that the customers are satisfied with the car
XUV 500 and the services provided by Sireesh Auto pvt ltd. A few more services should be
added and the existing features of the car has to be improved in order to retain the existing
customers.
Hence it can be concluded that consumer satisfaction is very important not only to the
automobile industry but also for any company. Customers should be treated with precaution
and due care because in today’s competitive world it is very easy to switch between
companies.

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