SYNOPSIS

On

CUSTOMER SATISFACTION LEVEL FOR THREE WHEELER VEHICLES

Towards partial fulfillment of Bachelor of Business Administration (BBA) (BBD Uni ersit!" #uc$now)
Guided by %%%%%%%%%%%%%%%% Submitted by &a ee &aman A asthi Session '()*+'(),

School of -ana.ement

Ba/u Banarasi Das Uni ersit!

Sector I" Dr0 A$hilesh Das Na.ar" 1ai2a/ad &oad" #uc$now (U0P0) India 1

CHAPTER PLAN FOR PROJECT REPORT

3ertificate from the .uide of the Institute Ac$nowled.ement Preface 45ecuti e Summar! Introduction Industr! Pla!ers O/6ecti es of the stud! &esearch -ethodolo.! Pro/lems and limitations 1indin.s" Anal!sis 7 Interpretations Su..estions8&ecommendations 3onclusion Appendi5 Bi/lio.raph!

INTRODUCTION
The mar$et for three wheelers in India witnessed a sharp increase durin. earl! )9:(;s0 Three wheelers are an inte.ral part of the countr!;s automo/ile sector as the! are one of the most preferred means of transportation in rural as well as ur/an India0 The industr! witnessed a sli.ht decline in '()) which can /e attri/uted to .o ernment policies such as cap on permits and hi.h interest rates0 <owe er" the mar$et has /een performin. =uite well thereafter as a result of risin. population" .rowin. commerciali2ation" increasin. commercial acti ities" etc0 which are all contri/utin. to the increased demand for intra cit! transportation0 The passen.er three wheeler se.ment dominates the mar$et as the need for passen.er commutation is hi.her than the need for .oods carria.e within a cit!0 Accordin. to >India Three -ar$et 1orecast 7 Opportunities" '()?@" the mar$et for three wheelers in India is e5pected to witness phenomenal .rowth0 The chan.es in 1DI policies and /oomin. retail sector in the countr! are dri in. the .rowth for commercial loadin. three wheelers0 The risin. population and increasin. need for afforda/le and con enient transportation is fuelin. the mar$et for passen.er three wheelers0 B! '()?" three wheeler mar$et in India is e5pected to reach up to USD ,0' Billion0 The mar$et for commercial ehicles is e5pected to .row si.nificantl! o er the ne5t fi e !ears and its share in the o erall three wheeler mar$et is also e5pected to increase in the near future0 The ma6or pla!ers in Indian three wheeler mar$et includes Ba6a6 Auto" Pia..io" -ahindra and -ahindra" TAS motors" Scooter India and Atul auto with Ba6a6 Auto accountin. for the hi.hest share in the mar$et0

THREE WHEELER INDUSTR! IN INDIA

India is the worldBs foremost producer" consumer and e5porter of three+wheelers (*Cs) with domestic sales of D:0)* la$h units and e5ports of D*0E* la$h units in the financial !ear endin. -arch *)" '()' (SourceF SIA-)0 *Cs are widel! used in India as an afforda/le means of short+to+medium distance pu/lic transportation and last mile connecti it! for .oods transportation0 Apart from the domestic demand" India has also emer.ed as important e5port hu/ for *Cs with presence in some of the South Asian" African and #atin American mar$ets that are replicatin. Indian *C stor! with risin. disposa/le incomes /ut inade=uate pu/lic transport s!stems0 O erall" the *C industr! has witnessed relati el! health! ):G 3AH& olume .rowth o er the last decade dri en /! moderate domestic .rowth (D)(G 3AH&) and ro/ust e5ports .rowth (D*IG 3AH&)0 <owe er" the successful launch of four+wheeled Small 3ommercial Aehicles (mainl! Tata A34 in '((:+(E) has altered the industr! d!namics J especiall! for the car.o se.ment" considera/l! o er the last fi e !ears0 Chile hi.h tonna.e ((0?:T and a/o e) *C car.o se.ment has alread! made wa! for ,C S3As that pro ide hi.her sta/ilit!" safet!" speed" space and st!leK S3As are .ainin. popularit! e en in the lower tonna.e ((0:T) 3ar.o and Passen.er se.ments with introduction of some of the recentl! introduced smaller ehicles /! 3A O4-s0 Chile domestic *C .oods se.ment has de+.rown at 9G 3AH&" S3As ha e reported ro/ust ')G 3AH& .rowth o er the last fi e !ears0 Besides" slowin. economic .rowth" moderatin. consumer .oods consumption" hi.h inflation" increase in financin. costs" risin. fuel prices" a/sence of fresh permits /! the state "

.o ernments and o erall hi.h /ase has impacted domestic *C passen.er sales in 1Y)'0 O erall" we e5pect the lon.+term sales .rowth to /e the hi.hest in the e5ports se.ment" followed /! that in the passen.er carrier se.ment and the lowest in the .oods carrier se.ment (due to intense competition from the S3A se.ment)0

O$JECTIVES OF THE STUD!

i% ii% iii% i&% &% To understand the Three Cheelers Industr! in India0 To stud! the histor! of Thee Cheeler in India0 A /rief stud! a/out leadin. Three Cheeler manufacturers0 Understandin. the customer preference towards Three Cheelers0 To stud! the customer satisfaction le el towards Three Cheelers0

'

RESEARCH METHODOLOG!
-ar$etin. &esearch is the /ac$/one of mar$etin.0 The o/6ecti e of m! research is to stud! the >Summer Internship Pro6ect &eport on Bas$in &o//ins@0 The nature of m! research is e5plorator! research0 ItBs .oal is to shed li.ht on the real nature of the pro/lem and to su..est possi/le selection and it in ol es num/er of steps0

I.

Define the Problem & Research Objective: -ana.ement must define a pro/lem in /roader wa!0 Because it is said that definin. the pro/lem is half sol ed and the o/6ecti e of m! research is to stud! the Brand Strate.! of #u50

II.

Develop the Research Plan: The second sta.e of mar$etin. research calls for de elopin. the most efficient plan for .atherin. the needed information0 Desi.nin. the research plan calls for decision on the data sources" &esearch Approaches" &esearch Instrumental" Samplin. Plans 7 3ontact -ethods0

SAMPLING
I ha e collected primar! data from customer 7 retailers of #uc$now were selects as sample

S(m)*e Si+e, I ha e ta$en )(( Three Cheeler owners0 S(m)*e P-./edu-e, To o/tain a representati e samples0 I ha e used simple random
samplin. which comes in the pro/a/ilit! samplin.0

DATA COLLECTION METHOD

I ha e collected m! research data from secondar! as well as primar! sources from random samplin. sur e!0

Se/.1d(-y D(t(,
-a.a2ines" 3atalo.ue" Newspapers" Product Profile 7 Internet0

P-im(-y D(t(,
-ostl! in mar$etin. research in ol es some primar! data collection0 The normal procedure to inter iew some people indi iduall! or in .roups to .et a sense of how people feel a/out the smart phones0

$I$LIOGRAPH!
WE$SITES,
httpF88en0wi$ipedia0or.8wi$i8Auto%ric$shaw httpF88www0researchandmar$ets0com8reports8':'':I)8india%three%wheeler%mar$e t%forecast%and httpF88www0icra0in81iles8Articles8Three+Cheeler%Ind+Note+))(E'()'0pdf httpF88www0/a6a6auto0com8commercial% ehicle0asp httpF88dir0indiamart0com8impcat8three+wheelers0html httpF88www0scootersindia0com8html8products0htm