63475057 Presentation 111 of Jcb

8/10/2019 63475057 Presentation 111 of Jcb...

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SUMMER TRAINING REPORT ONCUSTOMER SATISFACTION AND

CUSTOMER PERCEPTION

PRESENTED BY

SYED AHMAD AFZAL


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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


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JCB came into existence in 1945The founder of jcb was MR.joseph cyril bamfordJCB has manufacturing location at

INDIA,USA,BRAZIL and UK.It was started in INDIA with a joint venture withESCORT GROUP as EJCB. In 2006 ,it overtake EJCB and become JCB INDIA

PVT LTDAccording to the discovery channel every thirdbackhoe loader is from JCB


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SWOT ANALYSIS OF JCB INDIA PVT LTDSTRENGTH Old entrant World class network International presence Multiprocessing ability ,asattachment are available forvarious job

WEAKNESS High maintenance efficiency is low High price Return of investment of JCBINDIA is low

OPPORTUNITIES High demand in developingcountries Joint venture allow JCBINDIA in other countries toincrease their market share

THREAT Rising price of Steel,aluminum ,and fiber productwhich are used as a rawmaterial increases overall cost. Cost of fuel increases the cost

of using JCB Product.


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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.


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To analyze the customer perception towardthe distribution network of JCB INDIA.

To analyze the after sale service provided bythe authorized dealer of JCB INDIA.


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METHODOLOGYRESEARCH DESIGN :- ExploratorySAMPLING TECHNIQUES:- Judgmental samplingSAMPLE SIZE:- 50

RESEARCH LOCATION:- NCRSAMPLING FRAME :- Contractors and the owner of one or more machines inNCR region only

METHOD OF DATA COLLECTION:- Personal interview(survey)

;


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DATA ANALYSIS AND INTERPRETATION


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n

Different model of backhoe loader customerhave

0

10

20

30

40

50

6070

80

90

3D 3DX 4D


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How customer know about JCB machine

60%

0%0%

40%

FRIEND INTERNET NEWSPAPER ANY OTHER


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CUSTOMER HAVE USE ANY OTHER COMPANY EARTH MOVER EQUIPMENT

YES= 5

NO=45


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HOW MANY CUSTOMER GET FINANCE FORMACHINE

yes=48

no=2


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ARE CUSTOMER AWARE OF THE WARRANTYPERIOD

yes=40

no=10


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HOW IS THE WARRENTY SERVICEPROVIDED BY THE DEALER

0 5 10 15 20 25 30

VERY POOR=3

POOR=5

AVERAGE=7

GOOD=9

VERY GOOD=26


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WHERE DO THE CUSTOMER GET THE SERVICE

ONSITE=18

WORKSHOP=2

BOTH=30


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How is the performance of the service engineer

VERY POOR=0

POOR=3

AVERAGE=14

GOOD=13

VERY GOOD=18

EXCELLENT=12


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HOW CUSTOMER RATE THE KILOSKAR ENGINE IN JCBMACHINE

02

468

1012

14

Column1


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WHAT IS THE PROBABILITY OF AVAILIABILITY OF PART ATDEALER OF JCB

VERY POOR=0

POOR=1

AVERAGE=7

GOOD=14

VERY GOOD=17

EXCELLENT=11


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

VERY POOR=2POOR=5

AVERAGE=8

GOOD=9

VERY GOOD=12

EXCELLENT=14


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How would you rate the over all dealer performance

VERY POORPOOR=3

AVERAGE=5

GOOD=15

VERY GOOD=15

EXCELLENT=15


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FINDING AND SUGGESTIONAt the time of interview some customer told about theirproblem they are facing for their dealer and for the

machine .Some these are1. 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 withrespect to time.

4. Hydraulic leakage problem.


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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 operator5.Increase number of service people, as demand for themare more due to increase in machine population.


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CONCLUSION

We have taken the help of questionnaireto comprehend the consumer behavior.we come to know that 94% of the peoplesurveyed are satisfied with theperformance of equipment and the

company. Some customers are facingproblems for the service people relatedwith JCB dealer. As the dealers doesntfollow the customers complains at propertime

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63475057 Presentation 111 of Jcb