INTRODUCTION

Customer satisfaction is a word that is often utilized in the marketing field.  It is the
degree to how a product or service provided by an organization meets or exceeds customer
expectations. 

Consumers play a vital role and are crucial in keeping a product or service relevant so it
is in the best concern of the company to make sure customer satisfaction and develop customer
reliability.  Moreover, keeping your present clienteles happy is a decent business in the long
term.  General business wisdom states that obtaining consumers is 5-25 times more costly than
keeping the current ones.

The Benefits of Customer Satisfaction:

Companies that analyze customer satisfaction can estimate the probable risk of unhappy
customers easily.  Revenue and growth are the prime elements of any effective business.  By
observing numerous benefits of customer satisfaction, you can have significant conversations
about capitalizing in your squad.  Obligate the whole team to understand the importance of
customer satisfaction.  Then measure the growth and enjoy the following benefits:
The Benefits of Customer Satisfaction:
Companies that analyze customer satisfaction can estimate the probable risk of unhappy
customers easily.  Revenue and growth are the prime elements of any effective business.  By
observing numerous benefits of customer satisfaction, you can have significant conversations
about capitalizing in your squad.  Obligate the whole team to understand the importance of
customer satisfaction.  Then measure the growth and enjoy the following benefits:
Purpose of Customer Satisfactions:

Customer satisfaction should be the main focus of an organization because customers

drive business. Collecting customer satisfaction data can help your company determine what is
working well with your products, services and internal processes, and what you need to improve
or change completely. In this article, you will learn what customer satisfaction is, how to
measure it effectively and why it's important for the success of your business.

1
Development

Any activity designed to improve the performance of existing managers and to provide for a
planned growth of managers to meet future original requirements is management development..

Nature of training and development

1. Training refers to the process of imparting specific knowledge and skill.

2. Training programmers seek to broaden and develop the individual true education.

3. Development refers mainly for the opportunities provided for growth of the employees.

4. It is future and skill oriented.

5. It is based on the organizations objective. 6. It is an ongoing process.

The Indian tyre industry has witnessed a cumulated annual growth rate of 7.7% over the
last decade. Through the replacement marked has driven industry growth for a long time, the
original equipment manufactures market has seen a robust growth over the last 3 years. The truck
and bus market is the largest segment of the industry, accounting for approximately 70% of the
industry turn over in terms of value. Tyre production in tonnage terms grew at a healthy rate of
8.7% is 2006 - 2007. Against that 2005-2006. The growth of 7.7% while tight commercial
vehicle tyre segment registered a growth tyre segment registered phenomenal growth of 148%
and 147% respectively. Experts on the other hand not growth much, due to the slowdown is
MHCV tyre exports and have recorded a 0.3% growth, is tonnage terms. A few years back the
auto industry was sluggish and so also was the tyre industry, but there has a dramatic shift since
last 1-3 yrs, has vehicle production has considerably gone up. The coming auto industry, with
sales growing at a CAGR of 15.8% during 2007. Has driven growth in the tyre industry keeping
both the OEM and RDB. Tyre production in tonnage healthy rate of 87% in 2005 – 06.

2
 HISTORY

The word tyre has been derived from the French word tirer meaning 'to pull'. Prior to the
invention of pneumatic or air filled tyres, tyres were made up of bands of leather or iron placed
on wooden wheels. This would protect the wheels of the carts and wagons from rapid wear and
tear. A craftsman, known as Wheelwright was famously recognized as the pioneer of this form of
tyres.

Evolution of Rubber Tyres

In the 1800's, Charles Macintosh experimented with sap from trees in Amazon area to create
rubber. But, it could not withstand the weather extremities.

Charles Goodyear discovered vulcanised rubber in 1839, by adding sulphur, making it elastic
and strong enough to be used as cushion tyres for cycles.

It was in 1845 that pneumatic or air filled tyres were invented and patented by Robert William
Thomson, a Scottish inventor. His design had multiple thin tubes inside a leather cover, so that
the tyre could absorb shocks (see illustration). But, it never really went into production due to its
severe limitations.

However, in 1888, John Boyd Dunlop from Ireland, came up with the first practical pneumatic
tyre which later became Dunlop tyres. He also tested the first pneumatic or air-filled tyres on a
tricycle and took it for a spin. Pneumatic tyres gained their popularity due to the growing use of
bicycles in the late 18th century. The Michelin brothers, Andr� and �douard invented the
detachable pneumatic tyre in 1891, which could be used on automobiles. The tyre consisted of a
tube bolted on to the rim.

The process of making pneumatic rubber tyre underwent tremendous engineering advances for
the next fifty years after its invention. During this period, automobiles were using different forms
of bias-ply tyres. The bais-ply tyre had an inner tube containing compressed pressure and an
outer casing to protect the inner tube and offer traction. The outer casing was reinforced with
plys of rubberized fabric cords.

3
Invention of Radial Tyres

The radial tyres were developed by Michelin in 1946 and became more popular than bias-ply
tyre across Europe and Asia because of its ability to offer better handling and fuel efficiency.
However,

the adoption rate of the radial tyres in the US was particularly slow since it meant switching to a
new suspension system.

The Indian Tyre Industry

In 1926, Dunlop Rubber Limited became the first company in India to set up a tyre company in
West Bengal. The MRF (Madras Rubber Factory Limited) followed its footsteps and entered the
tyre manufacturing market in 1946 although it ventured into manufacturing tread rubber in 1952.

Today, the India tyre industry employs as many as one million people including dealers,
retraders, and growers of natural rubber.

4
 COMPANY PROFILE

The main object of every organization is to earn more profit, to achieve this object the
organization should increase its sales by getting more customer and the only way to get more
customer is that the organization should provide expected satisfaction to the customers. Here the
word customer satisfaction means “the utility which customer expect from the product”  and
when a customer get expected utilities it is called as customer satisfaction.

MRF manufactures the largest range of tyres in India and enjoys the highest brand
preference

for superior quality, company manufactures the largest range of tyres in India and is the market
leader with the largest market share it tyre industry. Since 1984 MRF tyres has consistently been
chosen as ohm fitment by almost every major car manufacturer in India apart from tyres MRF
also manufacturer conveyor belts, retreads and advanced polyurethane paints. Here every
customer of MRF is getting satisfaction and it may

Analyzed by the following information

• MRF own No. 1 award for customer satisfaction by J.D Power Asia pacific for 2001&2002

• It is also created good brand name in other countries also, and it is the first Indian company to
export tyres to the US, the very birthplace of tyre technology. It is the first company in India to
manufacture and market Nylon tyres passenger tyres commercially.  

• MRF is providing huge number of products to the customer as per the requirement and
need.They provide more warranties to the customers and it will shows that the company has
confident on its product.
So as per the above information it found that the customer satisfaction towards MRF tyres
MRF brands are the market leaders in almost every segment MRF brands are Super lug countries
largest selling truck tyre. Sakti : Largest selling radial car tyre. Zigma : Largest selling radial car
tyre. Nylogrip : Largest selling two wheeler tyre. Legent : Largest selling conventional car ty

5
MRF the largest products of pre – products retreated. It is an active to as 65 countries with in
India MRF straddles the sub continent with a country with a distribution network of over 2005
outlets.

MISSION & VISION

“Vision of MRF to emerge as per eminent global players in the field of polymers and make India
a global super power in terms of technology and quality of life”

“Mission of MRF to realize aero defect, zero break down, zero accidents, zero pollution and their
zero losses emerging times when performance standers are 7 become more strigent tyres to be
tested on the most torturous tracing for this purpose”.

Product range

Automotive tyres are main products of the company

• Truck tyres

• Light truck tyres

• Special tyres

• Tyres for industrial applications

• Agricultural tractor and tiller tyres

• Off road tyres

• Passenger tyres bias ply and radial

• Two, three wheeler tyres

• Specialized tyres for motor rallies Non – tyres products

• Automotive

• Toys

• Flaps

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• MRF metal coat

• Conventional tread rubber

• MRF wood coat

MRF KOTTAYAM UNIT

One of the most modern plants that where setup in 1969 at vadavathoor about 7 km from
kottayam town in the state of Kerala. About 10 crores of land was purchased in vadavathoor
village during 1968 and the foundation stone for the factory building was made by late Sri K M
Cherian a factory building with in the area of 34200 s q flat was constructed during the period of
1968 – 69 and 13 and ban bury of 3A size with a capacity of mix of 10 meter per day was erected
and commissioned on 21st July 1969, with strength of seven workmen, but presently it is most
advanced technology mixing 10 meter and full unit providing work and technology. 8 To
enhance the mixing capacity Ban – bury 11D size with a capacity of 54 meter per day was
established in 1972. The number of tube presses was increased to 45 presses. A fourth Ban –
bury 11D size was installed in 1978 to meet the increasing demand for mix. At present 6000
toned of various compounds are dispatched to different units. The level of the tube production
has been technology and now it has touched a level of 3 lack number per month. The present
turnover of finished goods of kottayam units as Rs = 350 crores per annum & present lack of
production is 450 mt of PCTR per month. The working capital per month more than Rs 20
crores.

Trade unions

• MRFEU- MRF Employees union

• MRFEU- MRF Employees association

KOTTAYAM UNIT HAS 4 PLANTS

1. TUBE PLANT

2. TYRE PLANT

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3. MIXING PLANT

4. PC TR PLANT

Products at kottayam plants .

Products at kottayam plant Automotive tyres, tubes, conventional tread rubber, pre – cued
tread rubber, repair materials, vulcanizing solution, flap, bladder, envelope, curing, bags and
solid tyre.

International certifications

• ISO 901 : 2000

• ISO 14001 : 1996

• ISO TS : 16949

• CQC

Brand ambassadors

Indian opening batsman GAUTHAM GAMBIR is the main celebrity endorser of MRF
Ltd.

8
Objectives of the study:

A customer is not dependent on us we are dependent on customer , this statement is basis

thing for every firm or service sector.
Objectives are:
1) To know the customer satisfaction towards MRF tyres in Attur .
2). To know the attributes which creates customer satisfaction among MRF tyre users in
Attur.
3). To know the satisfaction level of the customers with the MRF tyres.
4). To know the valuable suggestion from the customers.

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LIMITATION OF THE STUDY: 

The study is purely based on the survey conducted in Attur Town and has focused on customers.
The study covers the information about the mindset which may varies from ituation& where the
respondents may not be able to give required and accurate information.

LIMITATIONS:

1. Due to respondents busy schedules, the interests shown by respondents to answer the

questionnaire may be less. This may have resulted in collecting inaccurate information.

2. Due to time and cost constraint the sample size selected is 45.

3. The selected sample size is small as compared to the total number of customers. Hence
the

obtained result may not be accurate as it may not represent the whole population.

4. The project is open for further improvement of the work

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RESEARCH METHODOLOGY:

Methodology is a way to systematically solve the research problem. It explains the

various tests are generally adopted by a research in studying the research problem along with
logic behind them.

RESEARCH DESIGN:

Research design is a plan for a study which acts as a guide for the collection and analyze
of the data. It is generally concerned with specific problem with narration of facts and characters.

Descriptive includes survey fact findings enquiries of different kinds. The major purpose
of descriptive research is description of the state of affairs, as it exists at present.

Sample Size

Sampling may be defined as the section of some part of an aggregate or totality on the basic of
which convenience above the aggregate or totality is made in other words,it is the process of
obtaining information about in entire population by examining only a part of it

Sampling area

I am taking survey surrounding at Attur area.

Data collection

The task of data collection beings after research problem has been defined and research design,
while deciding about the method of data collection to be used for the study the researcher should
keep in two types of data ,

11
SAMPLING TECHNIQUE:

The research adopted convenience sampling technique. Sample size denotes the numbers
of sample selected for the study. The number of samples used in the study has been 50.

DATA COLLECTION METHOD

In this study the researcher collecting the data based on a primary and secondary. The customer
opinions have been collected as primary data and profile of the company is based on secondary
data.

In personal interview for investigator collect information from. The respondents in a fact
meeting, personal interview was conducted on the public places and in front of the banks.

The primary data were collected through structure questionnaire. The questionnaries are both
open ended and close-ended question. The secondary data were collected from some website
magazine and books.

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TECHNIQUE OF THE ANALYSIS:

The every project should have a systematic approach to solve the problem. Systematic
approach should be supported by analytical tool. Mostly the researcher use statistical tool for
identifying more precise requirement expressed by the sample.

To analytical tools that are used in our project are:

Average method = No of candidates/ total respondent X 50.

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 TABLE 4.1

TRANSPORT WHICH USED TYRE

TRANSPOR PERCENTAGE(%
S.NO T NO.OF RESPONDENT )
1 BICYCLE 10 20
THREE
2 WHEELER 15 30
FOUR
3 WHEELER 25 50
    100 100

INTERPRETATION:

20% of the respondent for bicycle and 30% of the respondent for three wheeler and 50%
of the respondent for four wheeler.

The highest percentage of the respondent for four wheelers 50%

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 TABLE 4.1

TRANSPORT WHICH USED TYRE

Chart Title

50
45
40
35
30
25
20
15
10
5
0
BICYCLE THREE WHEELER FOUR WHEELER

Series1 Series2

Source:

Primary Data

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 TABLE 4.2

PREFERRED BRAND

NO.OF
S.NO Preferred brand RESPONDENT PERCENTAGE(%)
1 MRF 22 44
2 APOLLO 18 36
3 TVS 5 10
4 CEAT 5 10
  TOTAL 50 100

INTERPRETATION:

44% of the respondent MRF Tyres and 36% of respondent for Apollo tyre and 10% of the

TVS tyre and 4% of the respondent CEAT tyre.

The highest percentage of the respondent MRF tyre 44%

16
 TABLE 4.2

PREFERRED BRAND

Chart Title
60

50

40

30

20

10

0
BUSINESS GOVT. EMPLOYE AGRICULTURE OTHERS

Series1 Series2

Source:

Primary Data

17
 TABLE 4.3

TYRE SIZE

NO.OF
S.NO Bike tyres size RESONDENT PERCENTAGE(%)
1 55 mm 33 66
2 195 mm 17 34
TOTAL 50 100

INTERPRETATION:

66% of the respondent for 55mm for bike tyre 34% of the respondent for 195 tyre

The highest percentage of the for 55 mm bike tyre 66%

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 TABLE 4.3

TYRE SIZE

55 mm

1 2

Source:

Primary Data

19
 TABLE 4.4

WHICH MOTORS ARE USING MRF TYRE

NO OF
S.NO MOTORS RESPONDENT PERCENTAGE(%)
1 HERO 28 56
2 HONDA 22 44
TOTAL 50 100

INTERPRETATION

56% of the respondent of Hero motors and 44% of the respondent of Honda tyre

candidates.

The highest percentage of the respondent and hero motors 56%

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 TABLE 4.4

WHICH MOTORS ARE USING MRF TYRE

Source:

Primary Data

21
 TABLE 4.5

TUBE OR TUBELESS TYRE

S.N TYPE OF
O TYPRE NO OF RESONDER PERCENTAGE(%)
1 TUBE 6 12
TUBELES
2 S 44 88
3 TOTAL 50 100

INTRPRETATION

12% of the respondent of male candidates and 88% of the respondent female candidates.

The highest percentage of the respondent and female 88%

22
 TABLE 4.5

TUBE OR TUBELESS OF TYRE

Chart Title

90
80
70
60
50
40
30
20
10
0
NO OF RESONDER TUBELESS
TUBE
PERCENTAGE(%)

TUBE TUBELESS

Source:

Primary Data

23
 TABLE 4.6

MRF SHOWROOM

MRF
S.NO SHOWROOM NO OF RESPONDENT PERCENTAGE(%)
1 CITY 29 58
2 TOWN 21 42
3 TOTAL 50 100

INTERPRETATION

58% of the respondent of married candidates and 42% of the respondent unmarried candidates.

The highest percentage of the respondent and married 58%

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 TABLE 4.6

MRF SHOWROOM

Chart Title

60

50

40

30

20

10

0
NO OF RESPONDENT PERCENTAGE(%)

CITY TOWN

Source:

Primary Data

25
 TABLE 4.7

MRF SPORTS THINGS

S.N NO OF PERCENTAGE(
O MRF SPORTS RESPONDENT %)
1 CIRICKET THINGS 34 68
2 OTHERS 16 32
3 Total 50 100

INTERPRETATION:

68% of the respondent of yes candidates and 32% of the respondent no candidates.

The highest percentage of the respondent and yes 68%

26
 TABLE 4.7

MRF SPORTS THINGS

Chart Title

PERCENTAGE(%)

NO OF RESPONDENT

0 10 20 30 40 50 60 70

OTHERS CIRICKET THINGS

Source:

Primary Data

27
 TABLE 4.8

HOW DO YOU KNOW ABOUT THE MRF TYRE

PERCENTAGE(%
S.NO HOW MRF NO OF RESPONDENT )
1 ADVERTISEMENT 25 50
2 NEWSPAPER 7 14
3 FRIEND'S 13 26
4 ABOVE 5 10
5 TOTAL 50 100

INTERPRETATION:

50% of the respondent of Advertisement candidates and 14% of the respondent newspaper

candidates and 26% of the respondent of friend’s candidates and 10% of the respondent above

candidates.

The highest percentage of the respondent and advertisement 50%

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 TABLE 4.8

HOW DO YOU KNOW ABOUT THE MRF TYRE

Chart Title
60

50

40

30

20

10

0
ADVERTISEMENT NEWSPAPER FRIEND'S ABOVE

NO OF RESPONDENT PERCENTAGE(%)

Source:

Primary Data

29
 TABLE 4.10

WHAT REASON FOR USING MRF TYRES

Reason MRF
s.no TYRES no of respondent percentage(%)
1 Quality 20 40
2 Quantity 12 24
3 Price 18 36
4 Total 50 100

INTERPRETATION

40% of the respondent of quality candidates and 24% of the respondent of quantity candidates

and 38% of the respondent price candidates.

The highest percentage of the respondent and quantity 40%

30
 TABLE 4.10

WHAT REASON FOR USING MRF TYRES

Source:

Primary Data

31
 TABLE 4.11

HOW MANY YEARS ARE YOU USING THIS MRF TYRES

no of
s.no many years respondent percentage
1 below 1 year 8 16
2 below 2 year 22 44
3 below 3 year 10 20
4 above 10 20
5 TOTAL 50 100

INTERPRETATION:

16% of the respondent of below 1 year candidate and 44% of the respondent of below 2 year

candidates and 3 year candidates and 20% of the respondent of above candidates.

The highest percentage of the respondent and below 2 years 44%

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 CHART 4.11

HOW MANY YEARS ARE YOU USING THIS MRF TYRES

Chart Title

70
60
50
40
30
20
10
0
below 1 year below 2 year below 3 year above

no of respondent percentage

Source

Primary Data

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 TABLE 4.12

WHICH ONE STIMULATED YOU TO BUY ONE MRF

s.no buy no of respondent percentage(%)

1 advertisement 26 52
2 brand 14 28
3 price 10 20
4 total 50 100

INTERPRETATION

52% of the respondent of advertisement candidates and 64% of the respondent of brand

candidates 20% of the respondent of price candidates

The highest percentage of the respondent and advertisement 52%

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 CHART 4.12

WHICH ONE STIMULATED YOU TO BUY ONE MRF TYRES

Source

Primary Data

35
 TABLE 4.13

WHERE DO YOU BUY MRF TYRES

S.NO DO YOU BUY NO OF RESPONDENT PERCENTAGE(%)

1 RETAIL SHOP 6 12
2 WHOLESALER 32 64
3 MECHANIC SHOP 10 20
4 DEALERS 2 4
5 TOTAL 50 100

INTERPRETATION

12% of the respondent of retail shop candidates and64% of the respondent of wholesalers

candidates and 20% of the respondent of mechanic shop candidates and 4% of the respondent of

dealers candidates

The highest percentage of the respondent and wholesalers 64%

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 CHART 4.13

WHERE DO YOU BUY MRF TYRES

Chart Title

70

60

50

40

30

20

10

0
RETAIL SHOP WHOLESALER MECHANIC SHOP DEALERS

Series1 Series2

Source

Primary Data

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 TABLE 4.14

DO YOU LIKE ANY OTHER BRAND

PERCENTAGE(%
S.NO OTHER BRAND NO.OF RESPONDENT )
DEFINITELY
1 CHANGRE 10 20
2 CHANGE 6 12
3 RARE 11 22
4 NO 23 46
5 TOTAL 50 100

INTERPRETATION

20% of the respondent of definitely change candidates and 12% of the respondent of change

candidates and 22% of the respondent of rare candidates and 46% of the respondent of no

candidates

The highest percentage of the respondent and No 46%.

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 CHART 4.14

DO YOU LIKE ANY OTHER BRAND

Chart Title
25 50
45
20 40
35
15 30
25
10 20
15
5 10
5
0 0
very good good natural bad

Series1 Series2

Source

Primary Data

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 TABLE 4.15

ANY OTHER SUGGESTIONS IF THERE

s. no suggestion no of respondent percentage(%)

1 very good 18 36
2 good 23 46
3 natural 5 10
4 bad 4 8
5 toatal 50 100

INTERPRETATION

38% of the respondent of very good candidates and 46% of the respondent of good candidates

and 10% of the respondent of natural candidates and 8% of the respondent of bad candidates

The highest percentage of the respondent and good 46%

40
 CHART 4.15

ANY OTHER SUGGESTIONS IF THERE

Chart Title

very good good natural bad

Source

Primary Data

41
FINDINGS:

The highest percentage in transport are used MRF tyres 50%

The highest percentage in preferred brand MRF 44%

The highest Percentage tyre size 66%

The highest percentage of honda using MRF tyres 56%

The highest percentage of MRF tubeless tyres 88%

The highest percentage of city MRF showroom 58%

The highest percentage of cricket sport things 68%

The highest percentage of known about by ads 50%

The highest percentage of quality reason by 40%

The highest percentage of below 2 years are using MRF tyres 44%

The stimulated by ads is the highest percentage 52%

The highest percentage of tyres buy in MRF showroom 64%

The highest percentage for MRF 46%

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The highest percentage yes for MRF tyres 46%

SUGGESTION:

A) The company should reduce the price of their products.

B) Improve the distribution network and make available the products in needed time of
customers.
C) Company always keeps some prizes and gifts to attract the customers.
D) The products should have advertised in the Regional TV channels and in leading
newspaper

 The department’s head should assess the Training and Development needs of subordinates.
This assessment may increase the level of training effectiveness by the enhancement of good
inter-personal relationship.
 Identification of employees for Training and Development programmes should be done
more objectively.
 Introduce more training programmes which will benefit for both employer & the employee.
 Importance should be given for training to lower level employees by including subjects
like Communication skill.
 The Management should endeavor to bring trainers from highly talented companies and
thereby it helps to promote unique talents among employees.
 Visit to related companies will help to know the methods of training adopted by them to
deliver high potentials.

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 Introduce training programmes on quality control to improve quality of manufactured
products.
 Latest training techniques of learning must be used through LCD, CD’s, internet etc.
 The Company can explore to include on–line training programmes for understanding latest
developments in the industry.

CONCLUSION

According to the study I conclude that the MRF TYRES company satisfies the
customer need and the purpose, but only problem is with the service given to the customers by
the showroom. So, as per study in my opinion based on project I can say that MRF TYRES
should think about the service provided by showrooms in order to capture the maximum
market segment. According to Dehradun city the market is vast almost the whole district
customers and other new people purchase the MRF Tyres because it is old brand running tyres
in market. Almost people demands the MRF Tyres comparing to other company tyres.
Company provide more advertisement and always keep customers need with development of
MRF Tyres

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BIBLIOGRAPHY

WEBSITES

To complete this project I have referred the following books:

1).MARKETING MANAGEMENT - PHILIP KOTLAR.

II).MARKETING RESEARCH - TULL & HAWKINS 

III).WWW.MRFTYRESINDIA.COM 

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