A STUDY ON DEALER’S SATISFACTION WITH SPECIAL

REFERENCE TO MRF LTD KOTTYAM, KERALA

By

AJITH KUMAR T.G

Of

Dr. PAULS ENGINEERING COLLEGE

A PROJECT REPORT

Submitted to the

Ms. GAYATHRIDEVI.A, MBA

Dept of management studies

In partial fulfillment of the requirements

for the award of the degree

Of

MASTER OF BUSINESS ADMINISTRATION

Dr. PAULS ENGINEERING COLLEGE

PAULS NAGAR, VANUR TALUK

VILLUPURAM DISTRICT
 Dr. PAULS ENGINEERING COLLEGE
DEPARTMENT OF MANAGEMENT
STUDIES

BONAFIDE CERTIFICATE

This to certify that the project work entitled “A STUDY ON DEALER’S

SATISFACTION WITH SPECIAL REFERENCE TO MRF LTD KOTTAYAM, KERALA”
is a bonafide work done by AJITH KUMAR T.G(REGISTER NO: 40609631003) in partial
fulfillment of the requirements for the award of Master of Business Administration by Anna
University during the academic year 2009 – 2011.

Ms.GAYATHRIDEVI.A Mr. BHASKARAN P

(FACULTY GUIDE) (HEAD OF THE DEPARTMENT)
Department of Management Studies Department of Management
Studies Dr. Pauls Engineering College Dr. Pauls Engineering College

INTERNAL EXAMINER EXTERNAL EXAMINER

 DECLARATION

AJITH KUMAR T.G

Regn. No.: 40609631003
First Year MBA
Dr. Pauls Engineering College,
VILLUPURAM DISTRICT

I, AJITH KUMAR T.G. P, Reg. No.40609631003, First Year MBA. Student

of Department of Management Studies, Dr. PAULS ENGINEERING COLLEGE,
VILLUPURAM DISTRICT do hereby declare that the project entitled “A STUDY ON
DEALER’S SATISFACTION WITH SPECIAL REFERENCE TO MRF LTD
KOTTAYAM, KERALA” submitted in partial fulfillment of the requirement for the award
of the degree of Master of Business Administration of the Anna University, is my original
and independent work.

Place : VANUR

Date : AJITH KUMAR T.G

 ACKNOWLEDGEMENT

I feel indebted to our Late Chairman Dr. S.J.S.PAUL, Ph.D providing

excellent environment at Dr. Pauls Engineering College, Vanur, for successfully completing
my MBA course.

I am extremely grateful to the director Dr. SAM PAUL, M.E., Ph.D who
provided necessary and essential facilities to do this project report.

My sincere regards to Principal, Dr. Y.R.M.RAO, M.E, Ph.D, Dr. Pauls

Engineering College, Vanur for permitted me to do the project work.

I sincerely acknowledge the help extended by Dean academic Prof. N.

CHANDRA SHEKARAN, Dr. Pauls Engineering College, Vanur, for allowing me to do
the project work.

I express my sincere thanks and deep sense of gratitude my Head of

Department, Mr. BHASKARAN P, MBA, M.com, M.phil Department of Management
Studies for providing me with an opportunity to study and to do this report.

I convey my heartiest thanks to Ms. PRAMEELA P. SCARIA, Welfare

Officer, MRF LTD, KOTTAYAM, who kindly granted permission to do this project report
in his esteemed organization.

I express a deep sense of gratitude to my guide Ms. GAYATHRIDEVI.A,

Lecturer, Department of Management Studies, Dr.Pauls Engineering College for his
encouragement, support and guidance to complete this project work successfully.

Finally, I express my sincere thanks and deep sense of gratitude to my parents

and friends for giving timely advice in all the ways and in all aspects for doing the project.

AJITH KUMAR.T.G
 ABSTRACT

This project report entitled: A study on dealer stratification with reference to

MRF” is intended to determine the dealer satisfaction, Products awareness, fluctuation of
demand and needs and wants of the dealers.

Primarily the well defined objectives one framed according to the study. Then
questionnaire is prepared based on the defined objectives. The prepared questionnaire is used
to get way of personal interview from the dealers.

The response given by the customers are analyzed and interpret using different
types of statistical tools such as percentage analysis, correlation method and weighted
average method.

From the analysis some general findings one a raised and that one more
related with the framed objectives for this study. According to the findings the suggestion are
given and the conclusions one also based on the findings which will be more helpful for the
organizations
 CONTENTS
ACKNOWLEDGEMENTS
ABSTRACT
LIST OF TABLES
LIST OF CHARTS

CHAPTER PARTICULARS PAGE No.

INTRODUCTION
1
1.1 Introduction
2
1.2 Need for the study
3
1.3Scope for the study
1
4
1.4Objectives of the study
5
1.5Limitation of the study
6
INDUSTRY PROFILE
8
COMPANY PROFILE

MAIN THEME OF PROJECT

18
2.1 Review of literature
11
22
2.2 Research methodology
25
2.3Data analysis and interpretation

RESULTS AND CONCLUSION

3.1 Findings 39
111
3.2 Suggestions and Recommendation 40

3.3 Conclusion 41

BIBLIOGRAPHY
ANNEXURE

 Questionnaire
 LIST OF TABLES

S.No TABLE NAME PAGE No

2.3.1 EXPERIENCE IN DEALERSHIP 25

2.3.2 EXPERIENCE with MRF DEALERSHIP 26

2.3.3 IDEA ABOUT QUALITY OF MRF TYRE PRODUCTS 27

2.3.4 IDEA ABOUT CREDIT PERIOD ALLOWED BY MRF 28

2.3.5 IDEA ABOUT PROMOTION ACTIVITIES BY MRF 29

2.3.6 IDEA ABOUT PRICE OF MRF TYRE PRODUCT 30

2.3.7 DEALERS EXPECTATION ON PROMOTIONAL ACTIVITY 31

2.3.8 MAIN FACTORS ENABLING THE DEALERS 32

2.3.9 DEALERS DEALING WITH COMPANIES 33

2.3.10 COMPLAINS ABOUT MRF TYRE PRODUCT 34

2.3.11 DEALERS WITH SUGGESTIONS 35

2.3.12 RECOMMENDING TO CUSTOMERS 36

2.3.13 CORRELATION BETWEEN THE RELATIONSHIP BETWEEN 37

EXPERIENCE IN DEALERS AND EXPERIENCE WITH MRF

2.3.14 CALCULATION OF CORRELATION 37

2.3.15 ANALYSIS USING WEIGHTED AVERAGE METHOD RATING FOR 38

THE VARIOUS FACTORS OF MRF TYRE
 LIST OF CHART

S.No CHART NAME PAGE No

2.3.1 EXPERIENCE IN DEALERSHIP 25

2.3.2 EXPERIENCE with MRF DEALERSHIP 26

2.3.3 IDEA ABOUT QUALITY OF MRF TYRE PRODUCTS 27

2.3.4 IDEA ABOUT CREDIT PERIOD ALLOWED BY MRF 28

2.3.5 IDEA ABOUT PROMOTION ACTIVITIES BY MRF 29

2.3.6 IDEA ABOUT PRICE OF MRF TYRE PRODUCT 30

2.3.7 DEALERS EXPECTATION ON PROMOTIONAL ACTIVITY 31

2.3.8 MAIN FACTORS ENABLING THE DEALERS 32

2.3.9 DEALERS DEALING WITH COMPANIES 33

2.3.10 COMPLAINS ABOUT MRF TYRE PRODUCT 34

2.3.11 DEALERS WITH SUGGESTIONS 35

2.3.12 RECOMMENDING TO CUSTOMERS 36

INTRODUCTION

CHAPTER – 1
INDUSTRY PROFILE
COMPANY PROFILE
MAIN THEME OF
PROJECT

CHAPTER – 2
 RESULT
&
CONCLUSION

CHAPTER – 3
BIBLIOGRAPHY
ANNEXURE

BIBILIOGRAPHY
01. Principles of marketing, Philip Kotler & Gary Armstrong

02. Marketing research - Principles applications & Cases, D.D. Sharama & G.C. Beri

03. Statistical tools, S.P. Gupta

04. Research methodology, C.R. Kothari

05. Basic marketing, William G.Zikmund, Michaell d. Amico.

Websites:

01. www.yahoo.com

02. www.google.com