A Study

on
Customers Satisfaction
Towards the Mahindra
Bolero
Mahindra
Automobiles

Presented by
Pawan Kumar
MBA 2ND Year
Roll. no. 158410215

TABLE OF CONTENT

ABOUT COMPANY
ABOUT TOPIC
OBJECTIVE OF TOPIC-CUSTOMERS SATSFACTION

TOWARDS THE MAHINDRA BOLERO

METHODOLOGY
LEARNING DURING THE INTERNSHIP
FINDING
CONCLUSION

ABOUT COMPANY

Mahindra
Automobiles
Mahindra & Mahindra Ltd. is an Indian multinational

automobile manufacturing industry.

Its headquarter in Mumbai (Maharashtra) India .
It is one of the largest vehicle manufacturing industry in
India and the largest manufacture of tractors in all the
world.
Mahindra & Mahindra was set up as a steel trading
company in 1945.
Mahindra & Mohammed by brothers K.C. Mahindra & J.C.
Mahindra and Malik Gulam Mohammed. After India gained
independence and Pakistan formed ,than Mohammed left
the company to became Pakistans first finance minister.

Contin..
In 1948 The company change its name
Mahindra & Mahindra.
Anand Mahindra is the Chairman and M. D.
of Mahindra group.
his grandfather J. C. Mahindra co-founded
the company in Mumbai India.
Total employee of in Mahindra Automobiles
in march 2016, the company head 34612
employees out of which 699 were women.

Topic
Customers satisfaction towards
the Mahindra Bolero
A customer could experience one of the three
broad level of satisfaction.
If the performance falls short of expectation
the customer is dissatisfied,
If the performance matches, the customer is
satisfied,
If the performance is exceed expectation the
customer
is highly satisfied.

Contin....
Expectation are made on the basis of the

buyer past experience statement by friends

and associates and marketer and competitor
information and promises if marketer raise
expectation too high the buyer is likely to be
sis appointed .

3. Objectives of the Study

The following are statement of the objective of topic Customers satisfaction towards the Mahindra Bolero competitors product on Mahindra Auto wheels Limited.
To study & identified the factors that affect the sale of Mahindra Bolero.
To study the customer satisfaction towards the Mahindra Bolero.
To know the problems presently faced by the customers at Mahindra Bolero.

Objectives of the Study

To study & identified the factors that affect

the sale of Mahindra Bolero.

To study the customer satisfaction towards

the Mahindra Bolero.

To know the problems presently faced by the

customers at Mahindra Bolero.

RESEARCH METHODOLOGY
RESEARCH DESIGN:

For collecting primary data the

research is designed as a descriptive research based on the survey
Method.

SOURCE OF COLLECTED DATA AND METHOD

1.PRIMARY DATA
2.SECONDARY DATA
3.RESEARCH INSTRUMENT: An open end and close end questionnaire
designed to suit customers ability and suitability of answering in their own
words it is a simple to obtain and record specified relevant information.

4.QUESTIONNAIRE DESIGN: and question were direct multiple choice and

dichotomous question.

5.SAMPLE SIZE:
A sample of 112 customers decided to be an idle sample for the purpose
of study.

1. Did you have any vehicle prior

Mahindra?
32; 29%

80; 71%

YES
NO

Interpretation
It is found that 71% customer having vehicle
before Mahindra because his family condition is
very strong so they have the car of Mahindra
while 29% customer are not having vehicle
because they are those customer his family
financial condition is not good.

2. Which model do you prefer in Mahindra?

12; 11%
28; 25%

BOLERO
72; 64%

SCORPIO
XYLO

Interpretation:
I
found
that
64%
customer having Bolero, because low
maintenance cost of the Bolero so mostly
customer purchase the bolero 25%
customer having Scorpio because this car
is costly compare to Bolero, 11% customer
having Xylo because maintenance cost of
Xylo is very high.

3. How many customers satisfied with

Bolero, Scorpio and Xylo.
17; 15%

20; 18%

Bolero
75; 67%

Scorpio
xylo

Interpretation:
It is found that 67% customer is satisfied the Bolero
because in older age in Bolero low maintenance & good
looks so many customers attracted Bolero. And use of
Bolero both personal & commercial so mostly customer
satisfied with Bolero. And 18% customer is satisfied with
Scorpio because Scorpio is costly so customer not
purchases easily and its maintenance is high so
customer not purchase. And 15% customers are
satisfied with Xylo. Because Xylo is high maintenance
vehicle so customer not purchase in old age Xylo in

4. Customer satisfied with space

available in the Bolero.
13; 12%

25; 22%

17; 15%

EXTREMELY SATISFIED
SATISFIED
NEUTRAL
57; 51%

DISSATISFIED

Interpretation: it is found that in my summer

internship report 22% customers extremely
satisfied his family small and nuclear family,
mostly 51% family satisfied because his family
nuclear family,15%customers are neutral his
family joint family, and 12% customers are
dissatisfied because they use the Bolero in
commercial purpose.

5. Awareness about power steering present in

32; 29%
Bolero?
80; 71%

YES
NO

Interpretation: Awareness about power steering present

in Mahindra Bolero only 71% customer is aware in my
project report. Those customers live in popular cities
promotion are regularly so mostly customer aware
about the power steering. But in my summer internship
report 29% customer not aware about the power
steering those person live in village so they not aware
the power steering of Bolero because in village no
promotion no advertisement.

6. Occupation of Mahindra Bolero customers.

12; 11%

AGRICULTURE
40; 36%

25; 22%

BUSINESS
POLITICIAN
SERVICE

35; 31%

Interpretation: it is found that in my project

report 36% agriculture occupation purchase
Bolero because they use commercial purpose,
31%business man purchase,22% politician
because in there space available, and 11%service
man because they want purchase sports car.

7. Age group customer of Bolero.

22; 20%

6; 5%

10; 9%
20-25
19; 17%

25-30
30-35

30; 27%
25; 22%

35-40
40-45
45-50

Interpretation:
Customer age of 20-25 they purchase the Bolero only 5% because
they younger so they want to sports car. Customers 25-30 age they
want to only 9% Bolero because they also young. And those customer
age30-35 they want to purchase 17% Bolero because they customer
have a family. And those customer age of 35-40 they want to also
Bolero because they have a big family so 22% customer purchase the
bolero. And those customer age of 40-45 they want to purchase
Bolero because his family member is more than 6 so 27% customer
want to the Bolero. And the mostly customer of bolero age is 45-50 in
my project report 20% of customer purchase the Bolero because want
to save the money.

8. Customer satisfied with the design of Bolero.

10; 9%

28; 25%
Extremely Satisfied

34; 30%

Satisfied
40; 36%

Neutral
Dissatisfied

Interpretation:
By customer satisfaction it is found that
customer is extremely satisfied 25%, but mostly
customers satisfy 36%, or some customer are
neutral 30% ,and 9%customer are dissatisfied
for the design of Mahindra Bolero in according to
my summer internship report.

9. Satisfied customer with maintenance cost of

Bolero.
3; 3%
30; 27%
25; 22%
Extremely Satisfied
Satisfied
54; 48%

Neutral
Dissatisfied

Interpretation:
In my project report mostly 48% customer are satisfied

with the maintenance cost of Bolero, and 27%

customer are extremely satisfied with the maintenance
cost of Bolero, and 22% customer are neutral for the
maintenance cost of Bolero, and 3% of customer are
dissatisfied for the maintenance cost of Bolero.
According to my summer internship project report.

10. Satisfied customer with the fuel consumption of

12; 11%
Bolero.
25; 22%
10; 9%
Extremely Satisfied
Satisfied
65; 58%

Neutral
Dissatisfied

Interpretation:
In my summer internship project report 58% customer are
satisfied with the fuel consumption of Bolero. Because
Bolero mileage is very good so mostly customer is
satisfied .And 22% customer are extremely satisfied with
the fuel consumption of Bolero. And 9% customer is neutral
with the fuel consumption of Bolero. And 11% customer is
dissatisfied with the fuel consumption of Bolero.

11. Customer living status of Bolero.

37; 33%
75; 67%

Rural
Urban

Interpretation:
I found that mostly customer live in Rural area
because according to my summer internship
project report 67% customer live in rural area
so rural area people use the Bolero in
commercial and personal purpose so rural area
customer more purchase the Bolero , and 33%
customer of Bolero live in Urban area.

QUESTIONNAIRE

Learning during the

internship
1 day in the company general manager advise to me

that how to make the presentation.

4 day with the help of other employee I learn that how
to meet to customer. and how to behave to customer.
7 day I go with one employee in the field. and I learn
how to motivate the customer.
4 day I go in a event this event organised by the
company awareness increase of the product in the
mind of customer.
6 day general manager teach to me that types of
vehicles & about the knowledge of the every parts of
the car.

Types of inquiries

contin.

Walking inquiries-When the Customer come in the showroom than receive

the inquiries.
Telephonic inquiries- With the help of telephone receive the inquiries of
customer.
Web inquiries- With the help of website receive the inquiries.
Reference inquiries- With the help of friends relatives receive the inquiries
of customer.
Event inquiries- When company organized the event in this event customer
come.

Inquiries status
Hot Inquiries- those customers want to purchase the vehicle within a one
week.
Warm Inquiries- those customers want to purchase the vehicle within a 15 th
day.
Cold Inquiries- those customers want to purchase the vehicle after the 1 or 2
month.

Finding
1. It is found that Mahindra car is preferred by the mostly customer
who are using four-wheeler for the second time.
2.

3.

Majority of the customer want to purchase the Bolero cars.

It is find out of the study that more pickup mileage & good
looking style feature of Bolero car is the more affricative features
and hence the increase in sales.

4 . The majority of the awareness of the Mahindra Bolero car is

though electronic media and oral passing via friends and relatives.

5.
The study it is found that the majority of the customers who own
Bolero car farmer & rural area customer.

6.
The majority of the customer age 45-50 of the Bolero car.

7.
It is find that Bolero car is low maintenance car comparison to
Scorpio, Xylo and other car.

CONCLUSION
1. It is suggested to Mahindra auto wheels to increase the initial
mileage of the modal like bolero and Scorpio.

2. The company should offer some discount etc. and seasonally in

order increase the sales.

3. Mahindra automobiles should more concentrate or customer

those are ago 25-50 years because large Mahindra customers are
between 20-25 years.

4. Mahindra should run frequent promotional campaigns and also

free services one/two- camp. This will enhance the satisfaction
and brand awareness.

Thank
you