SUMMER TRAINING REPORT ON

CUSTOMER SATISFACTION AND

CUSTOMER PERCEPTION
PRESENTED BY
SYED AHMAD AFZAL

COMPANY INTRODUCTION

HEAD QUARTER:- FARIDABAD

KEY PERSON:- VIPIN SONDHI(CEO)
PRODUCT :- EARTH MOVING EQUIPMENT
TURNOVER:- 2700 CRORES
DEALER:- 51 DEALER ACROSS NATION
OUTLET:-370 OUTLET ACROSS COUNTRY

 JCB came into existence in 1945

The founder of jcb was MR.joseph cyril bamford
JCB has manufacturing location at
INDIA,USA,BRAZIL and UK.
It was started in INDIA with a joint venture with
ESCORT GROUP as EJCB.
In 2006 ,it overtake EJCB and become JCB INDIA
PVT LTD
According to the discovery channel every third
backhoe loader is from JCB

SOME OF THE MAJOR COMPITETORS OF JCB

L&T PRIVATE LIMITED
TEREX VECTRA EQUIPMENT (P) LIMITED
CATER PILLER

SWOT ANALYSIS OF JCB INDIA PVT LTD

STRENGTH
Old entrant
World class network
International presence
Multiprocessing ability ,as
attachment are available for
various job

WEAKNESS
High maintenance
efficiency is low
High price
Return of investment of JCB
INDIA is low

OPPORTUNITIES
High demand in developing
countries
Joint venture allow JCB
INDIA in other countries to
increase their market share

THREAT
Rising price of Steel,
aluminum ,and fiber product
which are used as a raw
material increases overall cost.
Cost of fuel increases the cost
of using JCB Product.

Objective of study: To study on brand positioning, marketing strategy based

on customer perception.
To understand the segmentation strategy of JCB INDIA
PVT LIMITED.
To gain insight into the Marketing strategy of JCB INDIA
PVT LIMITED for promotion of their product.
To know strength, weakness, opportunities and threat of
JCB brand image.
To assess the customer satisfaction level.

 To analyze the customer perception toward

the distribution network of JCB INDIA.
To analyze the after sale service provided by
the authorized dealer of JCB INDIA.

METHODOLOGY
RESEARCH DESIGN :- Exploratory
SAMPLING TECHNIQUES:- Judgmental sampling
SAMPLE SIZE:- 50
RESEARCH LOCATION:- NCR
SAMPLING FRAME :- Contractors and the owner of one or more machines in
NCR region only
METHOD OF DATA COLLECTION:- Personal interview(survey)

DATA ANALYSIS AND INTERPRETATION

n
Different model of backhoe loader customer
have
90
80

70
60
50
40
30
20
10
0
3D

3DX

4D

How customer know about JCB machine

FRIEND

INTERNET

NEWSPAPER

40%

60%

0%

0%

ANY OTHER

CUSTOMER HAVE USE ANY OTHER COMPANY EARTH MOVER EQUIPMENT

YES= 5
NO=45

HOW MANY CUSTOMER GET FINANCE FOR

MACHINE

yes=48
no=2

ARE CUSTOMER AWARE OF THE WARRANTY

PERIOD

yes=40
no=10

HOW IS THE WARRENTY SERVICE

PROVIDED BY THE DEALER
VERY GOOD=26

GOOD=9
AVERAGE=7
POOR=5
VERY POOR=3
0

10

15

20

25

30

WHERE DO THE CUSTOMER GET THE SERVICE

ONSITE=18
WORKSHOP=2
BOTH=30

How is the performance of the service engineer

VERY POOR=0
POOR=3
AVERAGE=14
GOOD=13

VERY GOOD=18
EXCELLENT=12

HOW CUSTOMER RATE THE KILOSKAR ENGINE IN JCB

MACHINE
14
12
10
8
6
4
2
0

Column1

WHAT IS THE PROBABILITY OF AVAILIABILITY OF PART AT

DEALER OF JCB

VERY POOR=0
POOR=1
AVERAGE=7
GOOD=14

VERY GOOD=17
EXCELLENT=11

How would you rate the parts on the basis of there pricing

VERY POOR=2
POOR=5
AVERAGE=8
GOOD=9
VERY GOOD=12
EXCELLENT=14

How would you rate the over all dealer performance

VERY POOR
POOR=3
AVERAGE=5
GOOD=15
VERY GOOD=15
EXCELLENT=15

FINDING AND SUGGESTION

At the time of interview some customer told about their
problem they are facing for their dealer and for the
machine .Some these are
1. There complains are not followed with right time.
2. Parts are not available and in the mean time and also
too costly.
3. Service department of dealer are not responding with
respect to time.
4. Hydraulic leakage problem.

CUSTOMERS VALUABLE SUGGESTION FOR JCB

1.Modification is required in 3DX.
2.Increase the service point of the company.
3.Modification is required in 3DX as compared to 3D.
4.Training programmed should be conducted for the operator
5.Increase number of service people, as demand for them
are more due to increase in machine population.

CONCLUSION

We have taken the help of questionnaire

to comprehend the consumer behavior.
we come to know that 94% of the people
surveyed are satisfied with the
performance of equipment and the
company. Some customers are facing
problems for the service people related
with JCB dealer. As the dealers doesnt
follow the customers complains at proper
time