SUMMER TRAINING REPORT ON “CUSTOMER SATISFACTION AND CUSTOMER PERCEPTION “

PRESENTED BYSYED 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 LTDSTRENGTH•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.

METHODOLOGYRESEARCH DESIGN :- ExploratorySAMPLING TECHNIQUES:- Judgmental samplingSAMPLE SIZE:- 50RESEARCH LOCATION:- NCRSAMPLING FRAME :- Contractors and the owner of one or more machines in

NCR region onlyMETHOD OF DATA COLLECTION:- Personal interview(survey)

;

DATA ANALYSIS AND INTERPRETATION

n

Different model of backhoe loader customer have

3D 3DX 4D0

10

20

30

40

50

60

70

80

90

J

How customer know about JCB machine

60%

40%

FRIEND INTERNETNEWSPAPER ANY OTHER

CUSTOMER HAVE USE ANY OTHER COMPANY EARTH MOVER EQUIPMENT

Chart Title

YES= 5NO=45

HOW MANY CUSTOMER GET FINANCE FOR MACHINE

Chart Title

yes=48no=2

ARE CUSTOMER AWARE OF THE WARRANTY PERIOD

Chart Title

yes=40no=10

HOW IS THE WARRENTY SERVICE PROVIDED BY THE DEALER

VERY POOR=3

POOR=5

AVERAGE=7

GOOD=9

VERY GOOD=26

0 5 10 15 20 25 30

WHERE DO THE CUSTOMER GET THE SERVICE

ONSITE=18WORKSHOP=2BOTH=30

How is the performance of the service engineer

VERY POOR=0POOR=3AVERAGE=14GOOD=13VERY GOOD=18EXCELLENT=12

HOW CUSTOMER RATE THE KILOSKAR ENGINE IN JCB MACHINE

VERY POOR=2

POOR=5

AVERAGE=7

GOOD=10

VERY GOOD=12

EXCELLENT=14

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Column1

WHAT IS THE PROBABILITY OF AVAILIABILITY OF PART AT DEALER OF JCB

VERY POOR=0POOR=1AVERAGE=7GOOD=14VERY GOOD=17EXCELLENT=11

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

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

How would you rate the over all dealer performance

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

FINDING AND SUGGESTIONAt the time of interview some customer told about their problem 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 with respect to time.4. Hydraulic leakage problem.

CUSTOMER’S VALUABLE SUGGESTION FOR JCB1.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.

CONCLUSIONWe 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 doesn’t follow the customers complains at proper time