Venki Final Project

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles
EXECUTIVE SUMMARY
A study on has been conducted on the “Customer Satisfaction towards of Piaggio Ape
Three Wheeler Cargo Vehicles: with special Reference to Ganesh Motor Davanagare.”
Has been twentieth century witnessed a rapid development in the industrial field. Three are
two types of transport system available for customer to travel. Firstly the public system
transportation shared by many people. Normally government bodies operate this public
transportation system which includes buses, trains, ships, & planes etc. sometime private
firms are also operating the public transportation system.
This useful for give analysis and interpretation section and for the study and continues
discussion process with company manager and other staff members for collect give
conclusion on based , and finally shows the customer consciousness level of Piaggio Ape,
Company has to give more promotional activity to creative awareness level of build its
goodwill and brand image in the market.
The respondents by the 100 sample size for this study and the designed questionnaire has
been used to gather data by the respondents
INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 1

CHAPTER – 1
INTRODUCTION:
1.1 INTRODUCTION ABOUT THE INTERNSHIP:

An Internship is primary part of the academic purpose curriculum of IMS MBA.
Being an MBA this was a great opportunity I got to go through the 10 weeks internship work
where I learned so many practically which I was learned theoretically in the classroom. It was
a great opportunity for me to apply my thoughts to the organisation I was made schedule I
order to have the industry experience in a greater manner.
This study is oriented towards the Ganesh Motor Authorised dealers for Piaggio
vehicles Pvt. Ltd opp. LIC office P.B Road Davanagere- 06, Automobile industry. Today
people are more conscious on the quality for buying any product ape Vehicle Commercial &
social need. Every organisation strive hard to gain and return their customer at any cost, in
order to achieve this it is necessary for organisation study the satisfaction level, perception
their product from customer and meet their expectation and preference.
The research study present the theoretical background initially which is followed by
research design. The objectives of research are to be finding out the effectiveness of customer
satisfaction for Piaggio Ape 3w Cargo Vehicles.
THE 1.2 TOPIC CHOSEN FOR STUDY:

“Customer Satisfaction toward of Piaggio Ape three wheeler cargo vehicles: With
Special Reference to Ganesh Motors Davanagere”. The topic chosen for the study mainly
conducted to know how effectively to improve the sales of Piaggio Ape Vehicles in order to
get the maximum market share.
1.3 NEED FOR THE STUDY:

Customer satisfaction provides on indication of how successful the organization is
provides product and service to the market place. Business is one of the social monetary
being that functions admit a turbulent environs industry as an entire. So retain customers for
the longer time marketer has known the customer satisfaction level s thus this study is
conducted to know the satisfaction levels of customer of Piaggio Ape 3w vehicle. All this
competed keeping on inclination in the direction of customer requirement and favourites,
their purchasing behaviour, attitude etc.

1.4 OBJECTIVES OF THE STUDY:

 To study the factors influenced to customers to purchase Ape Three Wheeler
Vehicles.
 To study the level of Satisfaction of customers of Ape Piaggio 3 wheeler.
 To study the Post- purchase Behaviour of customers of Ape Piaggio 3 wheeler.
1.5 SCOPE OF THE STUDY:
The all about scope of the present study considered all the variables and factors that have
major impact over particular customer satisfaction. The study is intended to know the
consumer relationship.
The study covers the customers who are vehicle users in Davanagere city. Scope of the study
is to understand the problems of customer choice of three wheelers.
1.6 RESARCH METHODLGY:

1. Source of data collection method:
The data collected from the various sources, those sources of data are:
i. Primary Data: The primary data will be collected from the existing customers
who are willing to purchase three wheeler PIAGGIO APE vehicles through set off
questionnaire.
ii. Secondary data: The secondary data will be collected by the company website,
newspaper and books.
Example: books Company manuals related information
2. Sampling Size:
The sampling size for the study has been taken 100 customers.
3. Sampling Techniques:
The convenient sampling techniques are used to collect information from the respondents
who are using three 3w vehicles.
4. Sampling Area:
The sampling for the study as been taken in Davanagere city from customer of Ganesh
Motors Ape Piaggio Cargo Vehicles

5. Target Customer:
Target customer for the study is potential customer of Three Wheeler Cargo Vehicles of
Piaggio Ape in Davanagere.
1.7 LITRATURE REVIEW:
Aranud MOULIN,(2017): this aim of our scientific article is analysing how aviation
industries can improve their customer satisfaction based on kano madel. In fact we noted in
this article that there is no interaction found between attractive and one dimensional
attributes. Gautier Fiastre,(2017): this paper is aimed at understanding a luxury products
value. The luxury market is really special market, with different rules and a different logic
than market. Guillaume Pera, (2016): co- creation is nowadays a booming activity
implemented by using co-operation a company involves their customer in process of creation
of aiming get ideas and insight that allow the company launch a new product or to improve
an existing product. Helene kruse, Johanna Melnyk,(2016): research shows that employee
mere presence is of greater importance than may have previously realized. Julia Fritzell,
Jessica Bertilssom, Zandra Olsson,(2016): background social media is constantly growing
and has also started to be a platform for dissatisfied customer to express their complaints.
1.8LIMTATION OF THE STUDY:
 The information provided by company assumed to be authentic.

 The data and opinion collected are to be accurate.
 The information collected through questionnaire and is restricted to 100 respondents.
 The major limitation is that time. Due to limited time availability the study is confined
to Davanagere city.
 The study was done through primary data.
Reference:
Julia Fritzell, Jessica Bertilsson, Zandra Olsson, 2016. Compliant Handling on Social
Media
Guillaume Pera, 2016. Co-creation during New Product Development and effect of a
booming activity.
Arnaud MOULIN, 2017. Improvement of Customer Satisfaction in aviation industries.

CHAPTER-2
INDUSTRY & COMPANY PROFILE
2.1 INDUSTRY PROFIL:
World of Automobile Industry
Introduction:
Automobile industry in the commercial vehicles manufacturing and exporting profession

going to the production, self –powered automobiles in the industry, including of the
passenger cars, trucks, and additional marketable vehicles. By the allowed consumers to
travel a long space for works, shopping, and entertaining, the automotive manufacturing has
been thefortified growth of an wide way structure, To create conceivable development of in
the environments of everywhere main big metropolises, as well as joked a key factional in
the development of additional activities, for instance the apply oil and travel businesses. The
automobile manufacturing has become big buying of lot important manufacturing products,
like harden steel. The large total of populaces production employs has finished that the main
element of the monetary development
History of the Automobile Industry:
In the year of 1769, a French engineer by Nicolas j. Cognate thought up to run on the ways
vehicles in the first time. Automobile, in detail, it had been a self- motor-powered, 3 trundled,
soldierly that tractor custom of the vapour machine. The automobile is variety, nevertheless,
the most of very brief, this could only run at strength for 15 minutes. In adding these
automobile were not fit for ways as the steam machines made them very weighty and big, and
essential plenty beginning time. Oliver Evans was the first to design a steam engine driven
automobile in the country of U.S.
It was the first invented by the Scotsman and Robert Anderson an electronic
carriage between the year of 1832 &1839. Through U.S.A. is the Thomas Davenport. The
more applicable automobiles were among the first invent by the Scotsman Robert Davidson
the production use the non-rechargeable electric batteries in the 1842. The growth of ways
make nomadic contented & as the rewards, the limited range of automobile, vehicles were no
added the greatest for itinerant over the lengthier gap of driven electronic battery. It was
lastly come of period with Henry Ford in the 1914 for majority manufacturing of the cars. It
leads to the growth of the manufacturing and this 1st begum in the assemblage lines of his car
work. The some techniques accepted by Ford, ready the novel creation popular between the
rich in addition to the masses.
In the view of History of Industry U.S conquered the automobile markets near by the
rendered with no noteworthy challengers. Nevertheless, later end of the 2nd world war in the
1945, the Automobile Industry of other industrially progressive states for example Japan and

certain European countries increased push and within a very short time, start in the early
1980s, the U.S Automobile Industry was flooded with overseas automobile companies,
Germany and Japan are those main country. The present trend of global automobile industry
reveal that in developed countries the Automobile Industries are stagnating as an outcome of
the limp car markets, developing countries by Automobile industry, such as, Indian and
Brazil, have been reliably registration upper development rates every transient year for their
flouring inland vehicle souks.
Three Wheeler Vehicles Companies in the world:
In will similarly acquire to see some three wheeler brands are indifferent parts of U S, U K
and several of the European states. Morgan Motors and Reliant Company are the dual main
3- wheeler product in the state of U K. This one U S based 3-wheeler producers; even the
ZAP come up with eco- sociable 3- wheelers this function with machine of battery-operated.
The leader in the three wheeler company of Bajaj Auto and Piaggio in most of the southeast
Asian countries.
Three wheeler vehicles have likewise given increase to the 3w accessory

manufacturing in numerous state. In the several countries due to these 3w it believed that by
the frequent people have got employed. Three Wheeler likewise play praiseworthy function
customer. In search of the accumulative demand of 3 wheelers, other vehicle enterprises are
making an allowance for industrial these vehicles.
Indian Automobile Industry:
The Indian automobile industry was commenced latter 1991 onward, by the LPG scheme.
This is the tenth biggest in the world with about 2 million units per year production. Auto
industry of Indian, the major automotive industry is become the major in the future eons and
the 10 million unit mark will be touched by the exports of industry. The design is involved by
the Indian automobile industry, growth, production, marketing and motor vehicles is sale.
The sum of universal automotive hulks those are upbeat about the development plans and
team work with inland firms to yield automobiles in India. Following are the major
automobile producers in India.
The major manufacturing companies are the four-wheeler manufacturers of

General Motors India Pvt. Ltd., Hyundai Motors India Ltd, Honda Cars India Ltd., Toyota
Kirloskar Motors Ltd., and Hindustan Motors etc. The two- wheeler producers in India are
Honda Motorcycle & Scooter India (Pvt.) Ltd., TVS, Hero Honda, Yamaha and three wheeler
of Auto rickshaws and multi – utility vehicles are manufactured Bajaj, Mahindra & Mahindra
etc.
Vehicle Business in India is developing in a very high proportion with more

than 1 million passenger and cargo vehicle sales per annum and overall 11-15% growth
yearly. Innovative additional alien producers are coming to India and present companies are
coming up with novel models. India’s automotive industry is now $34 billion value and
estimated to grow $145 within ten years.

COMPANY PROFILE:
Founded in 1884
The company was established by Renaldo Piaggio in the year of 1884, Piaggio originally
manufactured trains engines and railway carriage. The company on marketing aircraft in the
duration of First World War.
During the Second World War the Company manufactured bomber aircraft, but
Piaggio emerged from the battle with its Ponte Finally destroyed by the related bombing.
Italy’s crippled economy and the calamitous state of the streets did not assist in the
improvement of permission of the aeronautical arena so as to address Italy’s urgent necessity
for a contemporary affordable type of transport. The suggestion was to design reasonable
worth for the multitude.
Today one of the leading manufacturing companies of Piaggio & C. S.P.A It is

manufactures of small Commercial Vehicles and 2 – wheeler vehicle in the world. Its
registered office in Ponte era (Pisa), this company is market leader in the country of Europe
and it has been operated by 24 countries. Asian market is covered major presence of this
company.
PVPL Company is 100% subsidiary of Piaggio & C. A.P.A of Italy the originator of
three-wheelers. PVPL initiated its Indian start process in the year of 1999 with the introduce
of the brand ape which was an instant victory and has adult from to over the years. Its
produce of superior. The three wheeler goods transportation the pioneer in Indian, in its class
of now is the no. The customer service and vehicle performance of setting global standards,
this has transfigured 3w cargo segment in India. Currently the company bids range of cargo
and passenger automobiles for several customised application.
PIAGGIO History:
1884 – Renaldo Piaggio began production & railway outfits in Sentry Levant.
1945 – Piaggio was manufacturing Aeroplanes.
1946 – “Vespa” a popular scooter of Europe & India was invented.

1948 – “Ape” another most popular 3 – wheeler created.
1956 – Piaggio acquired Gillera motorcycles trademark
Started manufacturing motorcycle.
1993 – Piaggio begum production of porter/HI jet minivan with collaboration of
Daihatsu– Japan.
1999 – Piaggio started LTV “APE” production in India.
2001 – PVPL becomes 100% subsidiary company of Piaggio in Italy.
PIAGGIO VEHICLES PVT. LTD. IN INDIA:
Introduction:
The Piaggio vehicle private limited is the three wheeler goods transaction in India. It is today
one of the big company. By the scenery global standard in the vehicle presentation and
consumer service. The three –wheeler cargo section of the revolutionized in India. Nowadays
the company proposals
It has achieved by operational excellence, customer focus, total quality, fast response, high
resource productivity, good maintenance and an empowered work environment.
History of Piaggio Motors in India:
Piaggio Motors started production of the APE 3 – wheeler in 1948 and went on to found a
sturdy attendance in the “Light Commercial Vehicles” arena. From side to side the 80s and
90s, especially in the last five year with a major produce growth efforts, Piaggio Motors
vehicles have presented new light commercial vehicle, a new family of utility vehicles and
novel range three wheelers.
Looking into good Indian & Asian customer satisfaction, the piaggio has set up its new
plant with “Research & Development Facilities” in India at Baramati. In India Ape 3 –
wheeler manufactures started in July 31st 1998. The ape three – wheeler manufacturing was
started in the large plant at Baramati, Maharashtra.
Piaggio presented a new range of PIAGGIO ‘APE’ Diesel Three Wheeler – pick up
and auto rickshaw. Those vehicles were wholly designed in – housing its own modern
computer aided design and computer aided manufacturing facilities. Continuing with efforts
to introduce new goods, the company in the year of 2000 hosted new – highly refined
vehicles – specially aimed for the India market.

Piaggio Vehicles Pvt. Ltd In India
Registration office:
Piaggio Vehicles Pvt. Ltd.
E2M.I.D.C. Baramati,
Dist – Pune
Tel No: +91-2112-304200/304599
Fax No: 243772
www.piaggio.co.in/Baramati
Corporate Office:
Piaggio Vehicles Pvt. Ltd.
“PHONEX” Bound Garden Road Pune
Pune 411001
Tel No: +91-20-66013157
Fax No: +91-20-66013157/26134972
www.piaggio.co.in
Management of Piaggio Vehicles Pvt. Ltd. In India
SL. No Name Designation

1. Mr Ravi S Chopra Chairman & MD
2. Mr Sanjeev Deshpande (Pune) Director H R
3. Mr R.R. Rokade (Baramati) Director Manufacturing
4. Mr Ravi Bhaya Director Materials
5. Mr Ashutosh Khosla Director Sales

2.2 VISION, MISSION & QUALITY POLICY:
Vision of the company.
To company is most money market universal for specific customer needs and wants of player
with world – class technology and good quality guidance in the light commercial vehicle
class offering transport clarification.
It has provided as an irreplaceable, more- impact, fast reaction, original & development
concerned with organisation which is form place to place the world for its unequalled
excellence level. Be largest automobile dealership by market share, perceived as reliable and
efficient, recommended by most customers.
Mission of the company.
Piaggio is the market leader in the vehicle segment of transportation, and it is achieve the
prestige of world – Class Company with market and production an extensive array of high
value goods to the sum gratification of client in the inland and ensuring is the foreign market.
Committed to deliver quality experience to customer in buying and servicing of Vehicles
through.
 Producing the leaser cost production.

 High volume of gainful growing.
 Maintainable inland and universal competition.
 Maximised stake holder’s gratification and arrogance.
 They include Occupational morals.
Through a continuous improvement of process focused on:
 Producing Whole worth

 Resource of the manufacture
 Adopting a new Technology
 The Price efficiency
Quality Policy.
The organisation is producing products and provides at all – time which meet or exceed the
expectation of our customer. The company is content to equivalent quality to our challengers.
Their commitment is to be increasingly superior. Involvement to Quality is a responsibility
shared by everybody is organisation.
 The commitment of the management to continuous improvement.

 Involvement of all sections of employees.
 Meet customer’s need.

 Upgrading technologies to meet the standard of customer.
2.3 PRODUCT PROFILE:
The company’s goods range includes half tonner cargo vehicles (Pick – Up and Delivery
van); the latest entrant in the product range is a sub one – ton four wheeler ape truck, which
has been successfully launched in various states across India. All the vehicles are engineered
for the higher petroleum efficient, rugged presentation and outstanding weight carrying
ability; these vehicles are extremely environment friendly and conform to the most stringent
emission norms for the different types of transportation needs, answer is with us......
Products of Piaggio in India
“APE CARGO D600P/U W/FLDG.GATES (48B2B0)”
“APE 501 GL 400 AG CGN DEL VAN – VANAZ (55C1BO)”
“APE CARGO D600 DELUXE P/U W/FOLDING GATES (48B4BO)”
Ape’s Application
1. Bakery van
2. Chicken carrier
3. Mobile shop
4. Florist van
5. Ice Cream Van
6. Soft Drink Carrier
7. Cylinder Carrier
8. Biomedical Waste Van
9. Milk Tanker
10. Water Tanker
11. Diesel Trailer
12. Dumper Placer
13. Hydraulic Hopper

2.4 INFRASTUCTURE FACILITIES:
Infrastructure facilities are the Forceful Domestic Presence in the span of more than a decade,
all over India feast of the PVPL annexes. The phenomenal development in our organisation
over 22100 publics and is the pace setter in industrially innovative and highly trusty
conveyance answers.
The small commercial vehicles for India and future global market by the sprawling
production unit at Baramati, Maharashtra are the working to ability manufacturing the
product. That has an annually manufacturing capacity of 80,000 four wheeler and then
Rs.3.00.000 three wheeler vehicles.
It has recognised by the Govt. Of India, is the state of art plants is supported by the
research and development centre, It along with business office in Pune, a chain of 10
provincial and 14 region workplace tactically positioned in choice towns aids concealment
every state well. PVPL interface with its consumer through a huge distribution channel over
760 Dealer and service centres in India.
Manufacturing in India:
2.5 COMPETITOR INFORMATION.
The competitors are three – wheeled vehicles market has been dominated by the Bajaj
Auto, TVS Motors and Mahindra & Mahindra. They are competitors for the Piaggio Ape
three – wheeler vehicles.
2.5.1 Bajaj Auto Ltd.
Bajaj Auto Ltd Company is one of the big company and between Indian top ten companies. It
was established in 1945, Bajaj Auto Ltd in the turnover among the top fifth Italy and trading
in India. This company had started producing in the year of 1961 after following tree wheeler
vehicles manufacturing in India.
2.5.2 TVS Motor Ltd.
The TVS Company has been well known for its ruggedness and reliability. TVS motor is a
foremost and trusted two wheeler company. TVS motor has been continuously process
worked on new invention of the all division along with three – wheelers variety. TVS has
been prevailed everyone competition and gathering in the country by the road to raceway,

TVS has scooters, Bike and three – wheeler vehicles they are most competitor to the piaggio
vehicle Pvt Ltd
2.5.3 Mahindra& Mahindra Limited (M&M)
Mahindra & Mahindra Company Ltd is a major automaker in India. It is the star
strategic Business element of the Mahindra Group. The company was star in the year of
1945. The company operated steel with providers in England and the UK. The Mahindra
Group’s Motorized Sector in the Business of industrial and marketing utility vehicles and
light commercial vehicles, including three – wheeler. This one market leader in utility
vehicles in India since inception and presently account for helf of India’s for utility vehicles.
2.6 SWOT ANALYSIS.
1. Strengths
a. Monetary assistance provided

b. Experienced business
c. High rate growth
d. Barriers of market entry
e. Domestic market
f. Existing distribution and sales networks
g. High profitability and revenue
2. Weaknesses
a. Small business unit

b. High loan rates are possible
c. Brand portfolio
3. Opportunities
a. Venture capital
b. Growth rates and profitability
c. New markets growing demand
d. Global market
4. Threats
a. Tax changes
b. Rising cost of raw materials
c. Price changes
d. Growing competition and lower profitability
e. Technological costs
f. Increasing cost increasing rates of interest

2.7 FUTURE GROWTH AND PROSPECTS:
The growing observed by the Indian three – wheelers industry shows the growing demand
for low coat personal transaction solution between the 300 million Indian middleclass
customers. In spite of that speculator growing rate, the three wheeler permeation (number of
three wheeler per 1,000 population) in India remains lower than other Asian countries. That
fact delivers an opportunity for continued development in the market. India has lowest
penetration of three wheelers as linked to countries like Taiwan, Thailand, Malaysia,
Vietnam, Indonesia and China. In the current scenario, growth in the three wheeler
manufacturing will be driven by numerous factors like.
 Rise of India’s Young Working Population

 Rise in India rural Economy and Growing in Medium Income Households
 Greater Affordability vehicles
 Rapid Product Introduction and Shorter Product Line Cycle
 Inadequate Public Transport System in Most Urban Areas
2.7.1 FUTURE PLAN:
The company is going forward the company plan to enhance the production capacity at
cater for the increasing demand of three – wheeler. It is also contemplating the launch of its
sub one tonne four – wheeled vehicle to facility the “last mile distribution” which is growing
is India. It is expected that the vehicle will be the Indian roads in the first quarter
Furthermore, Piaggio is also considering the possibility of up an “Engine

Manufacturing” hub near Pune to support not only the existing and future requirement of its
operations in India but also its global requirement. This investment will entail a large outlay
spread over the next two three years.
2.8 DEALERS PROFILE.
Name : Ganesh Motors
Location : Opp. LIC Office, PB Road, Davanagere – 06
Tel No : 87624 65831, 08192 – 233499
E – Mail : ganeshmotor3@gmail.com
This is the age of competition in the present in the competitive market situation. The large –
scale production cannot sell their product delivery in market. The complexity of production
and distribution strategies does not all the producers to handle functions simultaneously.
Hence, three is the need for dealers for the distribution; more over the channels of
distribution are very long with complicated strategies. The channel of distribution varies from
product to product, place to place, time to time.

The effectiveness of dealers performance largely depend on the policy provided or

more by the company in are of physical distribution, it is a necessary for many firm to
strengthen its marketing activities and to see that products are available at the right time place
to all people who need it.
Hence, the distribution of products plays a vital role in marketing of products. The
smooth flow of products from products to consumers largely on the activity carried by the
distributive and dealer.
PROFILE OF GANESH MOTOR:
Ganesh Motor is well known firm in Davanagere city that deals in three wheeler of Piaggio
Vehicles Private Limited (PVPL). It was established in the year Feb – 13 – 2013 with initial
capital of Rs. 12, 00,000.
LOCATION
Ganesh Motor are located at border of the city. It is located at opposite to LIC Office,
Poona – Bangalore Road Davanagere – 06
AREA COVERED
It covers entire Davanagere city and micro integers in Davanagere and other district in and
around.
OBJECTIVES OF THE DEALERS:
 The objectives of the dealers to explore new creativity in the new fields.
 To promote and sell the Ape vehicles.
 To create goodwill in mind of the customer.
 To make customer satisfied after the vehicles purchase.
 To entire in to software line also.
 To provide after sales services.
Management
Mr Ganesh Prasad is the Managing Directors of the Ganesh Motor. He looks after that Ape
Vehicles. He is the resident of Davanagere and he is an Automobile engineer.
2.9 AREA OF OPERATION:
The dealer provided a remainder call for its customers. The customer whose free service is
there has to come within the due mentioned in the owner manual according to the rules of the
company for free service.
Further the dealer also provided an opportunity to keep good relationship with the
customer making an enquire over the phone regarding the service they got the service station.
If there is any problem in the vehicles the customer has to service station and the vehicle
serviced properly.

ORGANISATION STRUCTURE OF GANESH MOTOR
Managing Director
Sales Dept. Service Dept, Spares Dept. Account Dept. RTO Dept.
Sales Accountant
Manager
Sales Cashier
Executive
Final line
Executive
Receptionist
MEMBERS OF GANESH MOTOR:
Mr Ganesh Prasad is the Managing Partner of Ganesh Motor. There are 4 major departments.
They are:
1. Account Deportment
2. Sales Deportment
3. Service Deportment
4. Spares Deportment
ACCOUNTS DEPORTMENT:
Cashier - Ganesh Prasad
Auditor - Kulakarni

Sales Deportment:
Sales Manager - Jagadeesh
Sales Representative - Ashok, Srinivas
Front Sales Executive - Nandhish, Hanumanthappa
Reception - Nanda
Service Deportment:
Service Manager - Ravi
Service Supervisor - Mallikarjuna
Mechanics& Helper - Mallikarjuna
Spare Deportment:
Spares In charger - Anjini, Basavaraj
DMS - Prashanth, Netravathi

CHAPTER – 3
THEORTICAL BACKGROUND OF THE STUDY

Theoretical background:
Theatrical background of this thesis covers the main aspects
Customer satisfaction:
Buyers’ satisfaction plays an important role in sustaining his behaviour towards the repeat purchase or
further association with the brand satisfaction in the level perception of the buyer resulting from
comparing the perceived performance of the good and services in reference to the anticipations to the
buyer. There may be two levels of satisfaction, which buyer may feel. If the buyer feel that the
performance of the good and services matches his expectation he may be considered as satisfied and if
the performance exceeds the expectation of the buyer be may be considered as highly satisfied or
delighted, most of the buyers from there expectation on the basis of there previous experience or
strong reliance on the word of mouth. The complaint profiles, service record and customer oriented
polices need to be development by the
The Market
Customer
A B C
STAFF SYSTEM
A- Management- customer
B- Staff- customer
C- Customer-system D E
D- Mgmt-staff
E- Mgmt.-system
Skill, Sty in, shared
briefs, structure,
strategy
Management
Figure 3.1 Customer Satisfaction in the company Model

The major factors influencing and determining of buyer behaviour:
1. Culture:
 Cultural
 Sub cultural
 Socio class
2. Social:
 Reference Groups
 Opinion leader
 Family
 Roles and statuses
3. Economic:
 Personal income
 Family income
 Income expectation
 Consumer credit
 Standard of living
4. Personal:
 Age and life cycle stage
 Occupation
 Economic Circumstances
 Life style
 Personality and self-concept
5. Psychological:
 Motivation
 Perception
 Learning
 Beliefs and attitudes
 Personality
 Cultural factors
Buying decision:
We can distinguish five roles people might play a buying decision.
1. Initiator:
A person who first suggested the idea of buying the product or service.
2. Influencer:
A person who view or advice influences the decision.
3. Decider:
A person to who decides on any component of buying decision whether to buy, what
buy, how to buy, where to buy.

4. Buyer:
The person who makes the actual purposes.
5. User:
The person who consumer or uses the products or service.
Measures for Customer Satisfaction:
Determining the goals of your analysis
 Decide what you want to find out

 Customer qualitative and quantitative approaches
 Understand the strengths and weakness of qualitative research
 Consider the benefits and drawbacks of quantitative research
 Plan your research,
Conducting Quantitative customer satisfaction research
 Begin with a baseline survey

 Survey your customer
 Objectively monitor loyalty
 Evaluate complaints and unsolicited feedback
Measuring customer satisfaction qualitatively
 Conducting interviews
 Run focus group
 Use feedback cards
 Consider mystery shopping
Evaluating the result of your research
 Pinpoint key finding

 Continue to measure customer satisfaction
 Consider hiring a customer satisfaction specialist
Theories of Customer Satisfaction:
 Assimilation theory
 Contrast theory
 Negativity theory
 Disconfirmation theory
 Cognitive dissonance theory
 Adaptation theory
 Opponent – process theory
 Equity theory

Assimilation Theory:
Assimilation theory is based on fastener’s (1957) dissonance theory. Dissonance theory

posits that consumer make some kind of cognitive comparison between expectation about
the product and the perceived product and the performance this view of customer post usage
evaluation was introduce into satisfaction literature in the form of assimilation theory.
Equity Theory:
This theory is built upon the argument that a man’s reward in exchange with other should
be proportional to his investment. An early recognition of this theory firs come out of
research by Stouffer and his colleagues in military administration.
Assessing and Monitoring customer Satisfaction:

In order to understand whether client needs are being met, the laboratory will need to employ
tool for going information. The laboratory need to actively seek information from customer,
rather than just waiting for customer to contact the laboratory with a complaint.
Important information on customer satisfaction may be obtained using:
 Complaint monitoring
 Quality indicators
 Internal audit
 Management review
 Satisfaction survey
 Interview and focus surveys
The monitoring of customer satisfaction is part of the continual improvement
performed by the customer.
Customer relationship management (CRM):

CRM has been one of the talked subject r recently in corporate circles. It is a strategy used to
learn more about customer need and behaviours in order to develop stronger relationship
them. Over all good customer relationship are at the heart business success.
CRM is the failed of retail banking has attracted much of researchers and practitioners. There
have been continuous researches in the failed of CRM and its application in banking and
financial services. But India, research in failed of relationship marketing has not taken off to
the expectation and is still in the infant stage when compared to other countries in the west.
Customer satisfaction of Post purchase Process:

Customer relationship management (CRM) programs are increasingly common in
American firm. The objective of such program is to increase the satisfaction, commitment, of
retention of the customer CRM programs, whether complex and sophisticated database
systems or a simple phone call, to increase satisfaction and loyalty among target customer. In

all the example of the chapter customer have made a purchase decision (they have purchased
the insurance are staying at the shopping at the store,, have bought the car).we will examine
the purchase process that produce customer satisfaction and loyalty and the marketing
strategies these processes suggest.
Purchase
Post purchase Non-use
dissonance
Usage
Product Complaint
Evaluation
disposal behaviour
Satisfactio
n
Committed Repeat Increased Brand Discontinued

customers purchase use switchin use
g
Figure 3.2 Post-purchase Behaviour

CHAPTER- 4
ANALYSIS AND INTERPRETATION OF DATA

Result and finding are also called as analysis and interpretation. This part of the report
contains as allotment of table and narrative of the result of the survey. The analysis identifies
the various that play major role determining way the respondents go for a particular product
or brand.
The analysis has also made with reference to factor influencing buyer decisions.
The motivational factors to go for a particular brand. For some of the tables are
used to interpret the finding in a better manner.
The objective of survey way to know the marketing of piaggio ape vehicles in
Daavanagere city.
Consumer analysis, consumption factor or purchasing pattern and order related aspect and
order related aspects. The occupation, income of the despondence is also record in order
know the correction between these feature.
Primary data will be collected through questionnaire method of 100 respondents is

done along with face to face interview method. A structure questionnaire with systematic
sequence of questions will be used as a support to talk to the various customer regarding there
level of satisfaction and problems faced by team.
4.1 Table showing brand name wise of the Three wheeler you can own or operate
three wheeler.
Brand Name Number of Percentage
Respondents
Piaggio 42 42%
Bajaj 32 32%
Mahindra 12 12%
Other 24 24%
Total 100 100%

Analysis :
Frome the above table it is clear that a about different brand name in three – wheeler.
The of the 100 respondents 42% own of operated Piaggio Three Wheeler, 32% Bajaj,12
Mahindra,& 24% other including Piaggio Ape.
Brand Name
50% 42%
40% 32%
30% 24%
20% 12%
10%
0%
Piaggio Bajaj Mahindra Other
Percentage
Interpretation:
Most of the respondents prefer to buy towards the Piaggio ape Three- wheeler, apart from
that lowest preference to Mahindra.
4.2 Table showing the purpose for use of three wheeler.

Purpose Number of Respondents Percentage
Agriculture 50 50%
Commercial 38 38%
Other 12 12%
Total 100 100%

Analysis:
From the above table indicates the purpose for use of three wheeler by the respondents.
Of the respondents50% used three wheeler for agriculture purpose,38% commercial purpose
remaining12% other.
Purpose
Other
12%
Agriculture Agriculture
Commercial 50%
38% Commercial
Other
Interpretation:
Majority of customer purchase Three wheeler vehicles for agriculture purpose.
4.3 Table showing source through which came customers to know about Piaggio ape
Three wheeler cargo vehicle.
Source of Information Number of Respondents Percentage

Dealers 40 40%
Advertisement 25 25%
Friends/ Relatives 25 25%
If any others 10 10%
Total 100 100%

Analysis:
This table reveal the source of information about the PIAGGIO ape Three wheeler, 40%
of the respondents came to know by dealers, 25% through advertisement, 25% from friends
and relatives, 10%others.
Interpretation:
Feedback of the respondents came to know about Piaggio Ape by Dealers, Advertising
and Friends and Relatives for Sales.
4.4 Table showing the aware of Ganesh Motors Dealer Piaggio Ape vehicle among
respondents.
Aware of vehicle Number of Respondents Percentage
Yes 84 84%
No 16 16%
Total 100 100%
Analysis:
The above table shows availability of aware of Piaggio Ape vehicles. Among the 100%
respondents of the respondents 84% says Yes, remaining 16%No.
Interpretation:
The desire of the respondents have well known and aware of the Piaggio Ape three – wheeler
vehicle.

4.5 Table showing factors influencing the purpose of Piaggio Ape Cargo Three
wheeler.
Factors Number of Respondents Percentage

Price 12 12%
Comfort 20 20%
Mileage 28 28%
Quality 24 24%
Durability 16 16%
Total 100 100%
Analysis:
From the above table it is clear that factor influencing the purpose decision of Piaggio
Ape three wheeler. Of the respondents, 12% were influencing by the price factor, 20%by
comfort, 28% by mileage, 24% by quality and reaming 16% by durability.
Factors
Percentage
28%
24%
20%
16%
12%
Price Comfort Mileage Quality Durability
Interpretation:
Mileage and quality influence most for purchase, and customer are least to bother about price
during purchase.

4.6 Table showing the opinion of respondents regarding price of Piaggio Ape Cargo
Three Wheeler.
Price Number of Respondents Percentage
High 28 28%
Reasonable 68 68%
Low 4 4%
Total 100 100%
Analysis:
Out of 100 respondents, 28% of them said that the price is high, 68% of as reasonable
and remaining 4% as low.
Interpretation:
Willing to respondents express their view on the Reasonable price of Piaggio Three –
Wheeler.

4.7 Table showing made of acquisition/ payment of Piaggio Cargo Three Wheeler.
Acquisition/ Payment Number of Respondents Percentage

Cash 18 18%
Bank 28 28%
Private Finance 34 34%
Instalment 20 20%
Total 100 100%
Analysis:
Following table indicate that acquisition or payment Piaggio Cargo Three Wheeler, the
18% respondents have cash, 28% bank, 34% private finance and remaining 20% instalment
of the customer.
Payment/Acquisition
Instalment
Private Finance
Bank
Cash
0% 5% 10% 15% 20% 25% 30% 35%
Interpretation:
The most respondents for buy the payment of Piaggio cargo Three Wheeler, from the
customer most of the private finance in payment.

4.8 Table showing opinion of the respondents about Piaggio Ape cargo Three
Wheeler vehicle.
Good Fair Bad Total

Factor
No. of % No . of % No .of % No . of %
Resp. Resp. Resp. Resp.
Convenience 56 56% 32 32% 12 12% 100 100%
and safety
Mileage 60 60% 20 20% 20 20% 100 100%
After sales 16 16% 56 56% 28 28% 100 100%
service
Price 36 36% 44 44% 20 20% 100 100%
Performance 68 68% 20 20% 12 12% 100 100%
Durability 28 28% 48 48% 24 24% 100 100%
Design and 48 48% 36 36% 16 16% 100 100%
out look
Analysis:
The above table indicating the opinion of the respondents about Piaggio Ape cargo three
wheeler vehicle. Of the respondents, 56% said good,32% fair&12% bad, about convenience
and safety of the Piaggio Ape three wheeler, about mileage 60% felt as good,20% bad. About
36% good, 44% fair,&20% bad, about performance 68%good,20%fair, 12%bad, about
durability 28%good, 48%fair,& 24% bad, about design & outlook 48% good,36% fair&
remaining 16% as bad.
Factors
80% 68%
70% 56% 60% 56%
60% 48% 48%
50% 44%
32% 36% 36%
40% 28% 28% 24%
30% 20%
20% 16% 20% 20% 16%
20% 12% 12%
10%
0%
Good Fair Bad
Interpretation:
Mileage and performance opinion the most purchase, and customer customers are least to
bother price during purchase of Piaggio cargo three wheeler vehicle

4.9 Table showing opinion of the quality of service Piaggio cargo three wheeler
vehicle.
Opinion Number of Respondents Percentage

Excellent 30 30%
Good 32 32%
Average 22 22%
Poor 16 16%
Total 100 100%
Analysis:
From the above table it is clear that above quality of service by Piaggio ape cargo three
wheeler vehicle. 30% of total customers for excellent,32% good,22% average and remaining
16% poor.
Opinion
16%
30% Excellent
Good
22% Average
Poor
32%
Interpretation:
Whish to the respondents expressed their opinion toward of Piaggio Ape three wheeler apart
from the quality of service is good.

4.10 Table showing the cost spare – ports of Piaggio Ape Cargo three wheeler.
Cost Number of Respondents Percentage
Costlier 40 40%
Reasonable 52 52%
Low 8 8%
Total 100 100%
Analysis:
The above table shows the cost of spare parts- parts of Piaggio Ape cargo three wheeler.
Of the respondents.40% consider cost as costlier, 52% as reasonable, & remaining 8% as low.
Interpretation:
Most of the respondents have experienced about cost of spare – ports of Piaggio Cargo
vehicle three wheeler customers is Reasonable.

4.11 Table showing satisfied the Piaggio Ape Three Wheeler
Satisfied Number of Respondents Percentage
Yes 75 75%
No 25 25%
Total 100 100%
Analysis:
From the above table depicts 75% of the customers told about the satisfied of Piaggio Ape
cargo three wheeler vehicle rest of the told not satisfied of Piaggio Ape three wheeler.
Satisfied
25%
75%
Yes No
Interpretation:
Review of words of the respondents have experience about satisfied of Piaggio Ape
three wheeler vehicle.

4.12 Table showing the availability spare – parts of Piaggio Ape cargo three wheeler
vehicle.
Availability Number of respondents Percentage
Yes 76 76%
No 24 24%
Total 100 100%
Analysis:
The above table shows availability of spare – parts. Of the respondents 76% customers in
available, 24% customers of not available in spare – parts.
Interpretation:
Majority respondents have experienced about availability of spare – parts of easily in

and around of the showroom.

4.13 Table showing bring to your vehicle to service per month of Piaggio ape cargo
three wheeler.
Often Number of Respondents Percentage
Once per month 37 37%
Twice per month 42 42%
Frequently 21 21%
Total 100 100%
Analysis:
From the above table indicates the Visiting of vehicle to services per month of
Piaggio Ape cargo vehicle by the respondents.37% service is Piaggio ape in once per
month,42% twice per month& remaining 21% frequently.
Interpretation:
They have some interested of the respondents prefer to buy towards the Piaggio Ape cargo
three wheeler, for service per month is lowest preference to frequently.

4.14 Table showing opinion of towards about the after sales service centre.
Opinion Number of Respondents Percentage

Excellent 21 21%
Good 24 24%
Average 40 40%
Bad 15 15%
Total 100 100%
Analysis:
From the above table of depicts of after sales service centre is Piaggio Ape cargo vehicle.21%
customers told about the excellent,24% good,40% average and remaining 15% bad with the
service centre.
Opinion
40%
35%
30%
25%
40%
20%
15% 24%
21%
10% 15%
5%
0%
Excellent Good Average Bad
Percentage
Interpretation:
Majority of respondents expressed their opinion towards the service centre is average.

4.15 Table showing cost of after - sale service of Piaggio Ape cargo three wheeler.
Service Number of respondents Percentage
High 27 37%
Reasonable 37 27%
Average 20 20%
Low 16 16%
Total 100 100%
Analysis:
As per the slab it depicts the cost of service by Piaggio Ape cargo vehicle. Among
respondents 37% of respondents expressed their views on both reasonable and cost of service,
27%told their opinion towards high, 20%average and remaining16% expressed towards of
Service
16%
37%
20%
27%
High Reasonable Average Low

low.
Interpretation:
Most of the respondents prefer towards the cost of after sales service apart from the
reasonable.

4.16 Table Showing the What Respondents liked most in Piaggio Ape cargo three
wheeler vehicles.
Factors Number of respondents Percentage
Performance 30 30%
Fuel efficiency 25 25%
Economy 30 30%
Other 15 15%
Total 100 100%
Analysis:
From the above table it is clear that out of 100 respondents 30%like that Piaggio three
wheeler vehicle of performance25%fuel efficiency,30%ware like economy and remaining
15% were like to others.
Interpretation:
Among total respondents majority of the most like in both performance and Economy.

CHAPTER – 5
SUMMARY OF FINDINGS, SUGGESTION AND CONCLUSION
5.1 FINDINGS:
The main objectives of the study understood the customer satisfaction for Piaggio Ape
Three Wheeler Cargo Vehicle. The respondents were carefully selected as to include actual
purchase of Piaggio ape three wheeler cargo vehicles. The study was undertaken Davanagere
city. In the study based on the respondents the following findings are listed.
 Majority of customer came to know about Piaggio Ape Ganesh Motors by dealers.
 The most of the respondents aware of Piaggio Three Wheeler Vehicle.
 Mileage and quality influences most of purchase are least to bother about price
during purchase.
 Feedback respondents express their view on the reasonable price of Piaggio Ape
Three Wheeler Vehicle.
 Most of the respondents expressed their opinion towards of Piaggio Ape three
wheeler apart from the quality of service is good.
 Willing respondents have experience about availability of spare parts of easily in
and around of the showroom.
 Most of the respondents have experience about satisfied of Piaggio Ape Three
Wheeler Vehicle.
 The most of the respondents prepare to buy towards the Piaggio Ape Cargo Three
Wheeler, for service per month is lowest preference to frequently.
 Majority of respondents expressed their opinion towards the service centre is
average.
 Review of words of the respondents prefer towards the cost of after sales service
apart from the reasonable.
 Among total respondents majority of the most like in both performance and
Economy.

1.1SUGGESTION:
 Company should be more production vehicle for transportation and agriculture

purpose.
 The company should be give credit facility to its dealers in the mode of payment.
 Must be improved of TV ads and Newspaper advertisement.
 The price of Ape vehicle is very high when compared to its computer. The
company has well established can provide some gifts, discounts to their customers
etc.
 The company as promotional strategy can tic- up with the mobile company to
display the wallpaper on the screen of the most of people commonly use it.
 Company has to concentrate on customer satisfaction needs’

1.2CONCLUSION:
From the survey analysis it was found that most of the people are well aware about
Piaggio ape vehicle in Davanagare City. Piaggio ape is one of the biggest company in
the world and the company reaching out to more geographical location and adding
more names to their customer’s roster.
As the company is finding new technology and maintain the quality of Ape
vehicle has attuned the one million- customer satisfaction. It is also observed that the
advertising and sales promotional activities that are carried out by the dealer are less.
The company also has to make a paint the people in their suggestion said
that they want 4 wheeler ape range vehicle. As per the market carried by the ape
vehicle company, it is found that it is the number one company in three wheeler
segment. Further Ape vehicle is market leader in the road of India.

ANNEXURE:
QUESTIONNAIRE
Respected sir/ Madam:
I am VENKATESHA. B final year M B A, student of INSTUTION MANGEMENT

STUDIES, I am undertaking a project work on “ CUSTOMER SATISFACTION
TOWARDS PIAGGIO APE CARGO 3w VEHICLES: WITH SPECIAL REFRENCE
TO GANESH MOTORS DAVANAGERE” for the partial fulfilment of MBA for the
academic year 2016-17. Provided information will be academic purpose only kindly spare
few minutes to answer the following questions.
Thank you,
Your faithfully
1. Name of the Customer
2. Address:
a. Contact No:_ _ _ _ _ _ _ _ _ _ _ _
b. E-Mail :
3. Age Group:
a . 15-25 { } b. 25-35 { }
c . 35-45 { } d. 45 and above { }
4. Occupation:
a. Farmer { } b. Student { }
c. businessman { } d. Other Specify { }

5. Income per month?
a. 15, 000-20,000 { } b. 20,000-30,000 { }
c. 30, 000-40,000 { } d. 40,000& above { }
6. Name your three wheeler or which three wheeler you own or operate?
a. PIAGGIO ape { } b. Bajaj { }
c. Mahindra { } d. Other { }
7. For what purpose are you using the three wheeler?
a. Agriculture { } b. Commercial { }
c. Other { }
8. How did you come to know about this three wheeler?
a. Advertisement { } b. Friends/Relatives { }
c. Dealers { } d. Other { }
9. Are you aware of Ganesh Motors Dealer Piaggio Ape Vehicle in Davanagere?
a. Yes { } b. No { }
10. Which factors influencing you to purchase this three wheeler?
a. Price { }
b. Comfort e. durability { }
c. Mileage { }
d. Quality { }
e. Others { }
11. What is your opinion about the price of Ape Piaggio Three Wheeler?
a. High { } b. Reasonable { }
c .low { }

12. What is mode of acquisition/payment of your Ape Piaggio Three Wheeler?
a. Cash { } b. Private finance { }
c. Bank { } d. Other specified { }
13. Opinion about Piaggio “ Ape Three Wheeler in respect of the following?
Factor Good Fair Bad

Convenience and safety
Mileage
After sale service
Price
Performance
Durable
Design and out look
14. Your opinion about quality of service Piaggio Ape Cargo Vehicle?
a. Excellent { } b. Good { }
c. Average { } d. Poor { }
15. What is cost of spare parts of Piaggio Ape Three Wheeler?
a. Costlier { } b. Reasonable { }
c. Low { }
16. Are you satisfied with your Piaggio Ape Three Wheeler?
a. Yes { } b. No { }
17. Are spare parts easily available at all time?
a. Yes { } b. No { }

18. How many do you bring your vehicle to service per month?
a. Once for a month { }
b. twice per a month { }
c. Frequently { }
19. What is your opinion towards after-sale service centre?
a. Excellent { }
b. Good { }
c. Average { }
d. Bad { }
e. Very bad { }
20. What is your opinion towards cost of after-sale service?
a. Reasonable { }
b. Good { }
c. Average { }
d. Low{ }
21. Is there any dissatisfaction towards dealer:
22. What do you like most in Piaggio Ape Three Wheeler Vehicle?
a .Performance { } b. Fuel efficiency { }
c. Economy { } d. Other { }

23. Any Suggestion
Place:
Date:
( Signature )
Thank you for your time and co – operation in answering these questions.

BIBLOGRAPHY
Books:
Marketing management – Philip Kotler
Consumer behaviour – Leon G. Schiffman
Reports :
Organisation report of Ganesh Motors Davanagere
Website:
www.piaggio.co.in
www.essays.se/about/ literature+customer +satisfaction/
www.swotanalysis24.com/swot-p/85011-swot-anlysis-piaggio-vehicle-india.html
www.wikepedia.co

Venki Final Project

Transféré par

Informations du document

Titre original

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

Venki Final Project

Transféré par

Droits d'auteur :

Formats disponibles

Customer Satisfaction towards Ape Piaggio Cargo 3w Vehicles

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 1

1.1 INTRODUCTION ABOUT THE INTERNSHIP:

THE 1.2 TOPIC CHOSEN FOR STUDY:

1.3 NEED FOR THE STUDY:

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 2

1.4 OBJECTIVES OF THE STUDY:

1.6 RESARCH METHODLGY:

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 3

1.7 LITRATURE REVIEW:

1.8LIMTATION OF THE STUDY:

 The information provided by company assumed to be authentic.

Arnaud MOULIN, 2017. Improvement of Customer Satisfaction in aviation industries.

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 4

INDUSTRY & COMPANY PROFILE

2.1 INDUSTRY PROFIL:

World of Automobile Industry

Automobile industry in the commercial vehicles manufacturing and exporting profession

History of the Automobile Industry:

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 5

Three Wheeler Vehicles Companies in the world:

Three wheeler vehicles have likewise given increase to the 3w accessory

Indian Automobile Industry:

The major manufacturing companies are the four-wheeler manufacturers of

Vehicle Business in India is developing in a very high proportion with more

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 6

Today one of the leading manufacturing companies of Piaggio & C. S.P.A It is

1945 – Piaggio was manufacturing Aeroplanes.

1946 – “Vespa” a popular scooter of Europe & India was invented.

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 7

1948 – “Ape” another most popular 3 – wheeler created.

1956 – Piaggio acquired Gillera motorcycles trademark

Started manufacturing motorcycle.

1993 – Piaggio begum production of porter/HI jet minivan with collaboration of

1999 – Piaggio started LTV “APE” production in India.

2001 – PVPL becomes 100% subsidiary company of Piaggio in Italy.

PIAGGIO VEHICLES PVT. LTD. IN INDIA:

History of Piaggio Motors in India:

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 8

Piaggio Vehicles Pvt. Ltd In India

Piaggio Vehicles Pvt. Ltd.

Tel No: +91-2112-304200/304599

Fax No: 243772

Piaggio Vehicles Pvt. Ltd.

“PHONEX” Bound Garden Road Pune

Tel No: +91-20-66013157

Fax No: +91-20-66013157/26134972

Management of Piaggio Vehicles Pvt. Ltd. In India

SL. No Name Designation

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 9

2.2 VISION, MISSION & QUALITY POLICY:

Vision of the company.

Mission of the company.

 Producing the leaser cost production.

Through a continuous improvement of process focused on:

 Producing Whole worth

 The commitment of the management to continuous improvement.

INSTITUTE OF MANAGEMENT STUDIES DAVANAGERE UNIVERSITY,DAVANAGERE-02 Page 10

 Upgrading technologies to meet the standard of customer.

2.3 PRODUCT PROFILE:

Products of Piaggio in India

“APE CARGO D600P/U W/FLDG.GATES (48B2B0)”

“APE 501 GL 400 AG CGN DEL VAN – VANAZ (55C1BO)”