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A Project Report On Training undertaken at

Piaggio Vehicles Pvt. Ltd.


Titled customer survey of satisfactions piaggio ape product Submitted in partial fulfillment for the Award of degree of Master of Business Administration

Submitted by: Manesh kumar hemant MBA 2nd sem.

Submitted to:Mr. Manish sharma sir H.O.D MBA

2009-2011 Jaipur Engineering College, Kukas


(Approved by Rajasthan Technical University, Kota)

Preface
Summer Training are important for the beginners to gain practical knowledge about company, work and the market. In the field work theory are not used more as we have studied, But it helps certainly. Our institute has fixed a period for summer training when we can enter into the market through organization in order to gain some real or practical knowledge. Apart from all of these , then it is also a preparation for student to adjust in market after one year. It is certainly helpful for all. I am pursuing my training from PIGGIO APE VICHELS PVT. LTD.

Declaration
I, Manesh Kumar Hemant, hereby declare that the following project report titled CUSTOMER SURVEY OF SATISFACTION, PIAGGIO APE PRODUCT is an authentic work done by me. The information and findings presented in this report are genuine, comprehensive and reliable, based on the data collected by me. The project was undertaken as a part of the course curriculum of MBA full time program of Jaipur Engineering College, Kukas, Jaipur for the fulfillment of the degree. The matter presented in this report will not be used for any other purpose and will be strictly confidential. Date: Manesh Kumar Hemant MBA Roll No. : 0927

Acknowledgment
I express my sincere thanks to my project guide, Mr. A.S. Chandrappa , Regional Manager (Sales) and Mr. Naveen Verma, Manager Sales and Marketing Delhi, PIAGGIO VEHICLES PVT. LTD., NOIDA for guiding me right from inception till the successful completion of the project. I sincerely acknowledge them for extending their valuable guidance, support for literature, critical reviews of project and report and above all moral support they had provided to me with all stages of this project. Also, I am thankful to my faculty guide Mr. Manish Sharma (H.O.D), for his continued guidance and invaluable encouragement. Without his help and valuable guidance my report would not have been success. I would also like to thank my parents for their encouragement and moral support. I would also like to thank all the Respondents who gave their honest responses to the questionnaire of my survey. Finally I would like to thank all the Employees of piaggio vehicles Pvt. Ltd. who have been kind to me and have directly or indirectly been a part of my project and my summer internship.

Manesh Kumar Hemant

Executive Summary
The title of the project is . CUSTOMER SURVEY OF SATISFACTIONS PIAGGIO

APE PRODUCTS. The aim of the project is to determine the awareness of all vehicles of piaggio ape product in all over in east Delhi market to using, three wheeler and four wheeler vehicles. Piaggio vehicles pvt .Ltd is manufacturing, three wheeler and four wheeler in global market. Generally I go in market to help him/her meeting his/her future goals or objectives. It would also give us an insight and understanding of the role of different tyes work to use vehicles to carry own purpose and hiring purpose. This project deals with various aspects of using different kind of vehicles. It tries to find out how many vehicles using in different vehicles like Tata, Bajaj, Vikram,and Mahindra vehicles using in market. what options do they prefer, what is the general risk appetite for using different types of vehicles. This project also tries to find out what feedback do the customer in market. All product of piaggio ape product really very good in market so you can use in compare to other brands am also suggested to them. The project tries to find out our market good or not in all over Delhi as well as all over India. The report begins with an overview about the different types of vehicles use in market. It also details the different purpose of customer in different places. It briefs about the various Life Cycle of vehicles in market. The report then progresses to the analysis part of the project which comprises of extensive analysis of the information obtained from the questionnaire where in the respondents, i.e. the customers in market were asked about different questions in which using different types of vehicles in delhi market. Finally, conclusions were made from the data analyzed and recommendations customer survey of satisfactions piaggio ape product were made as to how can be increased among year by year in market and what steps can be taken in order to inform customers about the benefits and the need for using piaggio product in future.

TABLE OF CONTENT
Sr. No.
1.

Chapters
Industry Profile y y y y y 1.1 Introduction to vehicles 1.2 Types of vehicles in diffent brands 1.3 customer purchasing all vehicles in market 1.4 Distribution of vehicles 1.5 Advantages

2.

Company Profile y 2.1 Products

3.

Research Methodology y y y y y y y y y y y 3.1 Defining customer satisfaction 3.2 Objectives of a customer satisfaction surveying program 3.3 Understanding differing customer attitudes 3.4 Measuring customer satisfaction 3.5 Title of the Study 3.6 Duration of the Project 3.7 Objective of Study 3.8 Type of Research 3.9 Sample Size and method of selecting sample 3.10 Scope of Study 3.11 Limitations of Study

4. 5.

Facts and Findings Analysis and Interpretations y y 5.1 Comparative analysis 5.2 SWOT analysis

6. 7. 8. 9.

Conclusions Suggestions & Recommendations Appendix Bibliography

1. Industry Profile

Industry Profile
Three and four wheeler company so many manufacturing in india in initial phase like Tata , Mahindra and Mahindra , Bajaj and Piaggio ape vehicles pvt. Ltd. In the initial phase Bajaj, Tata and Mahindra cover the market in three wheeler . Indian automobile industry witnessed a growth of 16.04% in 3-wheeler segment. Indian 3wheeler segment includes a range of vehicles such as auto rickshaws, mini tempos, etc. In India, there are 6 local and multinational companies making 3-wheelers. Bajaj Auto is the leader in 3-wheeler manufacturing. It has also dominated the global arena after Piaggio. The automobile sector has been contributing its share to the shining economic performance of India in the recent years With the Indian middle class earning higher per capita income, more people are ready to own private vehicles including cars and two-wheelers. Product movements and manned services have boosted in the sales of medium and sized commercial vehicles for passenger and goods transport. Side by side with fresh vehicle sales growth, the automotive components sector has witnessed big growth. The domestic auto components consumption has crossed rupees 9000 crores and an export of one half size of this figure.

TATA:
The foundation of the company's growth over the last 50 years is a deep understanding of economic stimuli and customer needs, and the ability to translate them into customer desired offerings through leading edge R&D. With over 3,000 engineers and scientists,

the company's Engineering Research Centre, established in 1966, has enabled pioneering technologies and products. The company today has R&D centres in Pune, Jamshedpur, Lucknow, Dharwad in India, and in South Korea, Spain, and the UK. It was Tata Motors, which developed the first indigenously developed Light Commercial Vehicle, India's first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully indigenous passenger car. Within two years of launch, Tata Indica became India's largest selling car in its segment. In 2005, Tata Motors created a new segment by launching the Tata Ace, India's first indigenously developed mini-truck

BAJAJ:
Established in 1945, Bajaj Auto Ltd. Was incorporated as a trading company. Till 1959, they imported scooters and three-wheelers from Italy and sold them in India. The company got a production license in the year 1959 and fastened a technical collaboration with Italian PIAGGIO in 1960. Bajaj Auto Ltd. Is one among India's top ten companies in terms of market capitalization and among the top five in terms of annual turnover. The company started producing scooters in the year 1961 and followed three-wheelers production in 1962. Its collaboration with Piaggio expired in 1971 and since then, their scooters and three-wheelers are being sold with the brand name BAJAJ. BAJAJ Auto Ltd. Is the largest exporter of two and three wheelers. With Kawasaki Heavy Industries of Japan, Bajaj manufactures state-of-the-art range of two-wheelers. The brand, Pulsar is continually dominating the Indian motorcycle market in the premium segment. Its Discover dtsi is also a successful bike on Indian roads:

MAHINDRA AND Mahindra


Mahindra & Mahindra Limited engages in the automotive, farm equipment, IT services, financial services, steel trading and processing, infrastructure, hospitality, logistics, aftermarket, two wheelers, and investment businesses primarily in India. The company manufactures and markets utility vehicles and light commercial vehicles, including

three-wheelers, two-wheelers, and tractors under the Shaktimaan brand name; establishes fresh produce supply chain; and produces and markets seed and seed potato, and crop care products.

1.1 Introduction to Three and four wheeler


Three and four wheeler - A meaningful transportations in all over world. A three and four wheeler vehicles is very helpful for transportation hiring and loading purpose in all over market in India. The customer is mostly want to good product and good quality in market . These could range from customer satisfactions of vehicles three and four wheeler in Indian market. The customer wants good for hiring and loading purpose in proper way convenience in all type work.The common customer using for good business for hiring purpose in Indian market. Write now cng and diesel vehicles available in Indian markets.

1.2 Types Of Three wheeler vehicles:


By Structure and using A Vehicles can be classified in two categories depending on its purpose a) b) Hiring purpose Loading purpose

Three wheeler Vehicles

Hiring purpose

Loading purpose

a)

Hiring purpose:

A hiring purpose vehicles using for business purpose as well as own purpose in daily life in proper way markets. Three wheeler which are using all for mostly in public transportation. Advantages or Benefits of using three wheeler vehicles: i. Professional for own purpose ii. Diversification iii. Good transportations iv. Liquidity v. Transparency of product vi. Flexibility of hiring and loading purpose

1.3The following people can purchase three and four wheeler in India:
 Municipal corporations  PVT. township & large housing societies  Industrial complex  Sports complex

 Hiring purpose & big hospital  Constructions company  Electricity bords

1.4Distribution of Three and four wheeler in India


The national distributor of different type of three and four wheeler in India as wells as all over world. All type four and three wheeler auto industry in different way of markets in India as well as all over world. These are different auto industry like Bajaj, Mahindra ,Tvs , vikram and Tata motor are main industry India. All over Indian markets cover in proper way customer satisfaction as well as good product . mainly customer good product formed as a trust in India.

National Distributors of three and four wheeler


These are the distribution auto company that are spread all over the country. They get the forms of different tye of vehicles in Indian markets. Some well-known national distributors three and four wheeler are listed below:  Tata motors  Bajaj auto  Piaggio ape  Mahindra and Mahindra  TVS

2.

Business Opportunity Presentation (BOP):

Three and four wheeler vehicles in Indian market. This is a very successful programme to make people aware about the mutual fund concept and a new business opportunity.

3.

Short Messaging Service (SMS)

The promotion through SMS is a new and quick method. In this method a written message is sent on all the mobile handset in a certain location. My company in Delhi region used this promotional tool. The SMS typed by the company was- Hurry, last date for registration.

2. COMPANY PROFILE

COMPANY PROFILE

The Piaggio was established in September 1882 in Sestri Ponete, Genoa (Italy) by Enrico Piaggio as a timber stockyard with his son Rinaldo. The very first Ape model and the mark immediately following it were mechanically a Vespa with two wheels added to the rear, with a flat-bed structure on top of the rear axle. Piaggio vehicles pvt. Ltd ape lunch in india 1964. The company got a production license in the year 1959 and fastened a technical collaboration with Italian PIAGGIO in 1960. Mr Ravi Chopra, Chairman & Managing Director of Piaggio Vehicles Pvt. Ltd. Piaggio are truly passionate about offering the Indian customer a new benchmark in eco-friendly transportation. The Piaggio ape' CNG 3-wheeler is a product of advanced research at Piaggios R & D centres in both Italy and India and incorporates advanced technologies, which distinguish Piaggio around the world. Piaggio is the inventor of the 3-wheeler and the world standard for 3-wheeler technology.

Mr Ashutosh Khosla, Director - Sales & Marketing of Piaggio, vehicles Pvt Ltd. Specialized needs of the customers and the changing environment is a way of life for us at Piaggio Vehicles. This is Piaggios mission to provide meaningful transportation solutions that truly meet and serve the needs of the Indian customer and the Indian environment. The companys product range includes half tonner cargo vehicles (Pick up and Delivery van), and 3 Seater passenger vehicles in various fuel variants like Diesel, CNG, and LPG. The latest entrant in the product range is a sub one-ton four wheeler ape truk, which has been successfully launched in various states across India Piaggio's ape' already has more than 6,00,000 happy ape customers in India today. The company achieved sales of over 1,55,000 vehicles in the year 2007. PVPL is currently the market leader in the state-of-the-art three-wheeler diesel category in India, with a market share of 55%. The Ape is also commonly used as a promotion tool. Advertising hoardings marketing companies are mounted in the load bay. The Ape's unusual looks can help draw attention to a brand or business. The Ape is a common sight in Italy where its compact size allows it to navigate narrow city streets and park virtually anywhere. It's also often seen at the roadside where the load area is used as an impromptu market stall by farmers. The Ape is produced in India by Piaggio India, and a similar vehicle is manufactured by Bajaj Auto. In India the Ape is most commonly found in the form of an auto rickshaw or (tuk-tuk). Nowadays 2 model ranges are offered- The "Ape 50" with a 49.8cc Petrol Engine and the larger "Ape TM" which comes available with a 218cc Petrol engine or a 422cc Diesel engine. The "Ape 50" can carry 170 kg while the "TM" can carry 700 kg. A limited edition named the Calessino was made available this had retro styling and came in an auto rickshaw body. The bodywork was close to the Ape of the 1950s and 1960s and was designed to evoke memories of the era of dramatic economic growth in Italy known as La Dolce Vita. Piaggio Indias manufacturing hub is a picture of cutting edge manufacturing technology and advanced facilities. Having started with just 40 vehicles a day, the Indian Plant today produces 500 vehicles per day and has a capacity of 2,00,000 vehicles per annum. The company is headquartered at Pune and its state-of-the-art manufacturing

facilities at Baramati, Maharashtra. PVPL employs around 1700 people, has a widespread network with 7 regional offices, 14 branch offices and more than 600 sales and service outlets across the country. Piaggio vehicles Pvt Ltd. turn over is 1800 cr. In India. Piaggio also ensures that its high quality products are backed up by equally high standards of customer care. A network of over 600 sales and service outlets ensure pre and post-sales service that truly conforms to Piaggios standards anywhere in the world. Mobile service vans also help to reach out to customers with Piaggio care. Piaggio's target in India of achieving a turnover of $ 1 billion by 2010 is well on the road to fulfillment.

We believe in
 Having good quality in other brands in Indian market  Making trust in brand in three and four wheeler vehicles  Providing customers good transportations in Indian environments today as well as in future.

Vision:
To be the leader in their transportation field of business through:
y y y y

Total Customer Satisfaction, Commitment to good quality product, Determination to Succeed with strict brand, Satisfactions of their using Customers.

Key Benefits:

y y y y y y y y y

Great Mileage & performance More Load ability State-of - the art technology Lowest operating costs Unbeatable service Super safety Great driving comfort Elegant good looks Easy customization

Mission:
Piaggio s mission to provide meaningful transportation solutions that truly meet and serve the needs of the Indian customer and the Indian environment. Living up to the specialized needs of the customers and the changing environment is a way of life for us at Piaggio Vehicles. Piaggio also ensures that its high quality products are backed up by equally high standards of customer care in all over India.

Management:
The management at piaggio vehicles pvt. Ltd. brings together a team of people with wide experience and knowledge in the tranportations services domain. The management provides direction and guidance to the whole organization. It has strong visions for piaggio ape as a globally respected company providing comprehensive services in transportations sector.

The Customer First philosophy is deeply know in the management at piaggio. The aim of the management is to bring the best to the customers satisfaction in transportations of (a) Range of products quality and services offered (b) Quality Customer Service All the key members of the organization put in great focus on the processes & systems under the diverse functions of transportations business. The management also focuses on utilizing technology as the key success for all the activities and to leverage the technology for enhancing overall customer satisfactions.

Work flow diagram:


Managing Director

Production Dpt.

Managing Director Sales and Marketing

East zone Manager

West zone Manager

North zone Manager

South zone Manager

Career Development and Growth scope at piaggio ape :


The auto industry has a huge potential in a country like India. This is just the right time to enter into markets and to create your market. Raising bussines levels, lack of other attractive vehicles investment options, growing aggressiveness and acceptability of new products transportations in Indian market.

If you feel you can offer quality services and reach out to this large section of customers, you would do well. Over time you can increase your man-power, resources, offices, etc and cater to a large network of customer, who would now range from vehicles in piaggio vehicles pvt .Ltd. You may even add new products and solutions in your offering over time. The first step in becoming a junior level manager and channel manager in piaggio vehicles pvt. Ltd. sales and marketing . The second step is to get a experience in piaggio ape then you can become manager in junior level of particular area. Piaggio ape can help you to become a manager. Piaggio provides the requisite training and product material for successfully understand all the things. This training, given by professional/experts working in the industry.

Piaggio ape Network outlet :


Piaggio ape is essentially a Professional, Quality outlet in market where all vehicles sale in market by piaggio show room. Which is control by piaggio employee which well trained and knowledge by company . sales manager comprehensive service and multiple solutions to his customer. The piaggio s offering to his customer is in cases even better than what the biggest competitors in the vehicles industry offer. The keydifferentiating factor is the technology and quality in compare to different brands. that a piaggio uses to deliver services & satisfactions to customer and indeed to manage, develop his own business. With active support and services from piaggio to preferred new customer . The other vehicles to not a not provide service but piaggio vehicles provide good services in market. Piaggio industry can truly transform themselves and their business just by being on the piaggio vehicles pvt. Ltd.

Ideal for:  A customer who is interested in the field of business purpose and complete transportation in loading purpose.  A person who has a vision, passion to build and transform his business to the high level.  A person who appreciates the importance and role of quality and quantity services and transportation business customer.

Piaggio network:
Piaggio ape a unique, complete business platform to independent caring and loading purpose customer in Indian market.. piaggio ensures that the weaknesses and threats of such customer and eliminated and they come on par with the best in the industry in terms of services, solutions and technology. Piaggio becomes the force behind you and your business. Piaggio vehicles truly helps you to transform your caring and loading business to a new higher level. With the piaggio support you can now freely focus adding and developing your business and ensure a great future for yourself.

Opportunities
If you are a 'Fresher' work as junior level manager sales and marketing. We would provide you with complete Training and product material to appear and successfully in market knowledge. How to sale the the product in market. On successful completion on the same you become a good manager. The piaggio training programmes are conducted throughout the year to the main branch pune centers across India.

If you experience in same field then Piaggio offers you with all the products, services and support that you may need to become a truly sought after professional manager sales and marketing. At the very basic level, piaggio would help you with the following  Enrich your service offerings  Offer Technological Solutions  Provide Business Planning, Development and Sales and marketing Support.

Life at piaggio ape


Enthusiasm, Enterprise, Education and Ethics form the four pillars at piaggio. At piaggio, the vibrant energy and enthusiasm of enterprising bdrive to excel flows freely throughout the organization. Customer evolve to be more effective, efficient, and result oriented. Knowledge is inherent due to the education-centric approach and the experience in providing services to different customer. product profiles. For people at piaggio success is not a new word, but its a regular stepping-stone to realizing the one vision that everyone shares People are perhaps the most important assets of any company. It is said that, it is not the company that grows but the people. Piaggio recognizes this important fact and undertakes rigorous training and development activities . Responsibility, freedom and resources are given to everyone to learn and grow. Piaggio also has a 360 Degree Performance Appraisal system in place where a holistic evaluation is done of all the employees. Piaggio is a great place to work. Here, The ones with the right spirit first enter piaggio , and then they get the wings to fly.

Piaggio has over a decade of experience in the investment transportations field. The company is one of the leading distribution autto industry. The company enjoys very strong goodwill and name in the industry. Piaggio sees a very strong future growth for yourself and their businesses. Piaggio offers a great environment, opportunity to learn and freedom for you to grow and develop yourself. Being a part of a growing industry, within a growing firm with Entrepreneurial freedom can work wonders for you.

360 Advisory Platform:


PIAGGIO vehicles pvt. Ltd is proud to be the pioneers in India in providing the 360 Advisory platform to independent customer With this piaggio has managed to successfully transform the business of many independent caring and loading purpose, bringing them on equal footing or even better than the strongest competitors in the industry. Piaggio believes in 360 Advisory Platform philosophy

With this philosophy, piaggio tries to offer all possible products, services and support which is customer using business. The support functions are generally in the following areas two,three and four wheeler vehicles would need in his

Business Planning and Strategy:


Piaggio has over a decade of experience in the transportations business. During this phase the customer at piaggio have gained very important experience in successfully running and developing the business in hiring and loading purpose. Such a deep understanding and knowledge are also actively tapped, at all levels, in developing the business of the piaggio vehicles. PIAGGIO ape get active business planning and strategizing support from the team at piaggio. The plans are customized at each piaggio level based on his own business environment. The dedicated Relationship Executives and Managers play a crucial role in the process. Each piaggio ape thus would ideally have his own business planning and strategy worked out. The whole thing is done keeping You First principle in mind. Proper planning and strategizing along with the effective executive support is the most potent weapon to help you grow and develop your business. piaggio stays with you throughout the process and beyond on an ongoing basis. This has truly transformed the business of the quality, scope of services and the scale of business.

Marketing:

The Marketing Team will help you give the relevant support needed for effective sales, creating brand and for the development of your business. Effective marketing support would help you complete your offering and package it properly. Such support would also add to your effectiveness in sales activities. Piaggio ape pvt. Ltd. a strong brand in the industry. A piaggio upon this brand in the market to gain credibility and acceptance. Piaggio aims to support in marketing indirectly by contributing through written articles, advertisements in various magazines, newspapers, etc.

Sales and Development:


Sales and development support form an integral part at piaggio ape has a dedicated Relationship Executive and/or a Relationship Manager. The Relationship Executive stays in touch with you on an ongoing, regular basis and provides you with all the support that you need. Your requirements in terms of sales, marketing materials, application forms, etc would be taken care of.

Technology:
Technology is the biggest differentiator Piaggio puts a lot of efforts and resources to build a technological edge to give you the best possible services so that you give the same to your customer. Technology has been and is the key strength of piaggio. What they offer on the technological front is unique and comprehensive. Their focus can be gauged from the fact that they have a separate for the sole purpose of providing the best support to piaggio in terms of technology. High infrastructural spending is done to improve & strengthen their deliverables on this technological. All the tools, services, products, etc offered by piaggio have been developed in-house according to what they feel.

In todays world much is dictated by two important words Information and Technology. piaggio realises this more than anyone else. And thats why they make constant efforts to keep you ahead of the curve and ensure that you and your client receive quality, accurate and timely information. But technology by itself cannot make a difference. Only when technology is combined with strong domain knowledge and understanding of customer needs, can it truly help in making a significant difference. And this is what piaggio has achieved and aims to continue doing so.

Customer Resources:
Piaggio offers many useful vehicles in market and different types transportations vehicles. Such tools are very useful in transportations and caring purpose for our customer in India.

Research:
Original, Unbiased Analysis Piaggio has its own Research team. The research team analyses and studies the markets, transportations products, and other important things that are important from customer point of view. The Research team also undertakes study and analysis on the market conditions . The Research team truly reflect the unbiased nature of the study it undertakes.

Communications:
Ongoing communications play a very important part in keeping in touch with your customer, having a goodwill and loyalty or simply as a part of your service offering. Experience has shown that timely, continuous and quality communications to even unlikely clients have helped in converting them to your loyal clients.

Piaggio truly realises the importance of such communications. The Research and the Marketing teams at piaggio offer many useful communications to you. With this comprehensive supporting platform, the piaggio stays ahead of the curve in each respect compared to other Advisors/competitors in the market.

Transportations services offered by piaggio :


A good product/service offering, by piaggio vehicles pvt. Ltd. In market hiring ,loading and own purpose in Indian market. Mostly targeted business purpose customer as well as hiring purpose customer targeted in market in india. Any customer should wake up to this and other crucial changes taking place and try to adapt himself to this change to avoid being out-dated and out-serviced. Piaggio tries to foresee such changes and develop solutions that are new, needed and well appreciated in the vehicals industry. The transportations services offered are unique in the vehicles industry. The services are designed to equip the independent customer with all the support and tools needed for a successful business. Piaggio provides services and support where an customer may feel ill equipped and make them their strengths.

Services Offered to piaggio vehicles :


(a) Hiring purpose: The hiring purpose use mostly like cng ape city ,ape city in disel , piaggio ape Xtra disel .ape Xtra cng passenger and ape xtra cng . This service will be great for all your hiring purpose in market to do your business in proper way Indian market. (b) Loading purpose : Loading purpose use in different purpose like solid waste management, solid waste collections, garbage transport some materials transportations in big way in market , fmcg product and cold drinks. these are use of loading purpose in market.

(c) Own purpose: piaggio vehicles own purpose use like two wheeler and three wheeler in market in india. customer are mostly use like two wheeler for own purpose in market.

2.1 Product
Products presently on offer At the basic product level piaggio ape has the following: Piaggio ape city cng ,piaggio ape passenger, ape city disel ,ape truck plus Ape cargo,piaggio ape Xtra Ld,vespa Piaggio ape Xtra in highbody, ape delivery and ape pic up Above this, piaggio has a comprehensive offering for transportations services in market

Model history and descriptions


y

1947-1952 - Ape A: 125cc engine, wooden pick up bed, front fork mounted to the left of the wheel hub and column mounted gear lever. 1952-1956 - Ape B: similar to the A model but with a 150cc engine, a pressed steel cargo bed, front fork mounted to the right of the wheel hub and cable operated gearchange. 1956-1967 - Ape C: Still sporting a 150 cc engine but with a major redesign: the first Ape with an enclosed cab, the engine uses a 5% oil mix and is sited under the driver's seat. It was still manually started, but electric start was optional. 1967-1974 - Ape D: 175cc engine. Featured a trapezoidal headlight fitted on the bulkhead rather than the mudguard and an intake valve that allowed the engine to run with a 2% oil mix. The first Ape with cab heater. 1965-1973 - Ape E: Identical to the D model but with a 150cc engine.

1968-1978 - Ape MP: MP stood for Motore Posteriore (Rear Engine), the engine was moved from the cab to the rear to improve comfort. 1970-1978 - Ape E/400R: 175cc engine and minor changes. 1979-1981 - Ape P: 175cc, with minor changes. 1981-1993 - Ape 500: 175cc, new bulkhead with two headlights. 1993-to now - Ape 50: 49,8 cc, redesign of the headlights incorporating side lights. 1993-to now - Ape TM: 218cc petrol and 412cc diesel variants. Maximum speed for the petrol version is 60 km/h, 63 km/h for the diesel version.[8] 1994-to now - Ape Web, 49,8cc engine, redesigned headlights front and rear. 2000-to now - Ape Cross 50: sport-look restyling of preceding Ape Web. 2006-to now - Ape Classic, built in India with a Lombardini 422cc Diesel engine.

y y y y

y y y

3. Research Methodology

Research Methodology
As markets shrink, companies are scrambling to boost customer satisfaction and keep their current customers rather than devoting additional resources to chase potential new customers. The claim that it costs five to eight times as much to get new customers than to hold on to old ones is key to understanding the drive toward benchmarking and tracking customer satisfaction. Measuring customer satisfaction is a relatively new concept to many companies that have been focused exclusively on income statements and balance sheets. Companies now recognize that the new global economy has changed things forever. Increased competition, crowded markets with little product differentiation and years of continual sales growth followed by two decades of flattened sales curves have indicated to today's sharp competitors that their focus must change. Competitors that are prospering in the new global economy recognize that meas-uring customer satisfaction is key. Only by doing so can they hold on to the customers they have and understand how to better attract new customers. The competitors who will be successful recognize that customer satisfaction is a critical strategic weapon that can bring increased market share and increased profits. The problem companies face, however, is exactly how to do all of this and do it well. They need to understand how to quantify, measure and track customer satisfaction. Without a clear and accurate sense of what needs to be measured and how to collect, analyze and use the data as a strategic weapon to drive the business, no firm can be effective in this new business climate. Plans constructed using customer satisfaction research results can be designed to target customers and processes that are most able to extend profits. Too many companies rely on outdated and unreliable measures of customer satisfaction. They watch sales volume. They listen to sales reps describing their customers' states of mind. They track and count the frequency of complaints. And they watch aging accounts receivable reports, recognizing that unhappy customers pay as

late as possible--if at all. While these approaches are not completely without value, they are no substitute for a valid, well-designed customer satisfaction surveying program. It's no surprise to find that market leaders differ from the rest of the industry in that they're designed to hear the voice of the customer and achieve customer satisfaction. In these companies: y Marketing and sales employees are primarily responsible for designing (with customer input) customer satisfaction surveying programs, questionnaires and focus groups. y y Top management and marketing divisions champion the programs. Corporate evaluations include not only their own customer satisfaction ratings but also those of their competitors. y y Satisfaction results are made available to all employees. Customers are informed about changes brought about as the direct result of listening to their needs. y y Internal and external quality measures are often tied together. Customer satisfaction is incorporated into the strategic focus of the company via the mission statement. y Stakeholder compensation is tied directly to the customer satisfaction surveying program. y A concentrated effort is made to relate the customer satisfaction measurement results to internal process metrics. To be successful, companies need a customer satisfaction surveying system that meets the following criteria: y The system must be relatively easy to design and understand.

It must be credible enough that employee performance and compensation can be attached to the final results.

It must generate actionable reports for management.

3.1 Defining customer satisfaction


Because the concept of customer satisfaction is new to many companies, it's important to be clear on exactly what's meant by the term. Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. There are some important implications of this definition: y Because customer satisfaction is a subjective, nonquantitative state,

measurement won't be exact and will require sampling and statistical analysis. y Customer satisfaction measurement must be undertaken with an understanding of the gap between customer expectations and attribute performance perceptions. y There should be some connection between customer satisfaction measurement and bottom-line results. "Satisfaction" itself can refer to a number of different facts of the relationship with a customer. For example, it can refer to any or all of the following: y y y y Satisfaction with the quality of a particular product or service Satisfaction with an ongoing business relationship Satisfaction with the price-performance ratio of a product or service Satisfaction because a product/service met or exceeded the customer's expectations

Each industry could add to this list according to the nature of the business and the specific relationship with the customer. Customer satisfaction measurement variables will differ depending on what type of satisfaction is being researched. For example, manufacturers typically desire on-time delivery and adherence to specifications, so measures of satisfaction taken by suppliers should include these critical variables. Clearly defining and understanding customer satisfaction can help any company identify opportunities for product and service innovation and serve as the basis for performance appraisal and reward systems. It can also serve as the basis for a customer satisfaction surveying program that can ensure that quality improvement efforts are properly focused on issues that are most important to the customer.

3.2 Objectives of a customer satisfaction surveying program


In addition to a clear statement defining customer satisfaction, any successful surveying program must have a clear set of objectives that, once met, will lead to improved performance. The most basic objectives that should be met by any surveying program include the following: y y Understanding the expectations and requirements of all your customers Determining how well your company and its competitors are satisfying these expectations and requirements y y y Developing service and/or product standards based on your findings Examining trends over time in order to take action on a timely basis Establishing priorities and standards to judge how well you've met these goals

Before an appropriate customer satisfaction surveying program can be designed, the following basic questions must be clearly answered: y How will the information we gather be used?

y y

How will this information allow us to take action inside the organization? How should we use this information to keep our customers and find new ones?

Careful consideration must be given to what the organization hopes to accomplish, how the results will be disseminated to various parts of the organization and how the information will be used. There is no point asking customers about a particular service or product if it won't or can't be changed regardless of the feedback. Conducting a customer satisfaction surveying program is a burden on the organization and its customers in terms of time and resources. There is no point in engaging in this work unless it has been thoughtfully designed so that only relevant and important information is gathered. This information must allow the organization to take direct action. Nothing is more frustrating than having information that indicates a problem exists but fails to isolate the specific cause. Having the purchasing department of a manufacturing firm rate the sales and service it received on its last order on a scale of 1 (terrible) to 7 (magnificent) would yield little about how to improve sales and service to the manufacturer. The lesson is twofold. First, general questions are often not that helpful in customer satisfaction measurement, at least not without many other more specific questions attached. Second, the design of an excellent customer satisfaction surveying program is more difficult than it might first appear. It requires more than just writing a few questions, designing a questionnaire, calling or mailing some customers, and then tallying the results.

3.3Understanding differing customer attitudes


The most basic objective of a customer satisfaction surveying program is to generate valid and consistent customer feedback (i.e., to receive the voice of the customer, which can then be used to initiate strategies that will retain customers and thus protect the most valuable corporate asset--loyal customers).

As it's determined what needs to be measured and how the data relate to loyalty and repurchase, it becomes important to examine the mind-set of customers the instant they are required to make a pre-purchase (or repurchase) decision or a recommendation decision. Surveying these decisions leads to measures of customer loyalty. In general, the customer's pre-purchase mind-set will fall into one of three categories--rejection (will avoid purchasing if at all possible), acceptance (satisfied, but will shop for a better deal), and/or preference (delighted and may even purchase at a higher price). This highly subjective system that customers themselves apply to their decisions is based primarily on input from two sources: y The customers' own experiences--each time they experience a product or service, deciding whether that experience is great, neutral or terrible. These are known as "moments of truth." y The experiences of other customers--each time they hear something about a company, whether it's great, neutral or terrible. This is known as "word-of-mouth." There is obviously a strong connection between these two inputs. An exceptional experience leads to strong word-of-mouth recommendations. Strong recommendations influence the experience of the customer, and many successful companies have capitalized on that link. How does a customer satisfaction surveying manager make the connection between the survey response and the customer's attitude or mind-set regarding loyalty? Research conducted by both corporate and academic researchers shows a relationship between survey measurements and the degree of preference or rejection that a customer might have accumulated. When the customer is asked a customer satisfaction question, the customer's degree of loyalty mind-set (or attitude) will be an accumulation of all past experiences and exposures that can be indicated as a score from 1 (very dissatisfied) to 5 (very satisfied). It can also be captured with other response formats with an odd number of choices (e.g., 1 to 3 or 1 to 7) to allow for a neutral response.

Obviously, the goal of every company should be to develop customers with a preference attitude (i.e., we all want the coveted preferred vendor status such that the customer, when given a choice, will choose our company), but it takes continuous customer experience management, which means customer satisfaction measurement, to get there--and even more effort to stay there. Customer satisfaction research is that area of marketing research which focuses on customers' perceptions with their shopping or purchase experience. Many firms are interested in understanding what their customers thought about their shopping or purchase experience, because finding new customers is generally more costly and difficult that servicing existing or repeat customers. Many people are familiar with "business to customer" (B2C) or retail-level research, but there are also many "business to business" (B2B) or wholesale-level projects commissioned as well.

3.4 Measuring customer satisfaction


Organizations need to retain existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other factors the customer, such as other products against which the customer can compare the organization's products. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 delivered SERVQUAL which provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the

researcher with a satisfaction "gap" which is semi-quantitative in nature. Cronin and Taylor extended the disconfirmation theory by combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation) into a single measurement of performance relative to expectation. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement in terms of their perception and expectation of performance of the service being measured.

3.5

Title

customer survey of satisfactions Piaggio ape product 3.6 Duration of the project

Duration of the project is 40 days from 12th July to 20st August.

3.7

Objectives

Main Objective:
The objective of this project is to understand the mindset or psychology of the customer through questions asked from them directly as well as through different people s response when asked about using another brands vehicles in market .

Specific Objective:
To tell the customer using or not using of piaggio ape product advantage of our main strength of piaggio vehicles in market. Vehicles and about their profit as well as good for another brands of vehicles in your benefit .

3.8

Research Design

We will follow ANALYTICAL RESEARCH DESIGN related with the analysis of customersurvey of satisfactions piaggio ape product and also DESCRIPTIVE RESEARCHDESIGNrelated with the description of different brands of vehicles product.

3.9

Sample method and sample size

Sample Method
The sampling method used is probability convenience sampling.

Universe
The customer of using different types of vehicles in market like hiring purpose and loading purpose as well as own purpose. Customers using hiring purpose, loading purpose and own purpose are the sources of data collection. The sample units study are using of vehicles in Delhi market . The universe of the study is show room of Piaggio ape CNG fuel tank of Bhajanpura, silampur, Nandnagari , jandhewalan, karolbagh ,Laxmi nagar (NEW DELHI) and Noida.

Sample size
The sample size of 100 customers using vehicles of served the purpose of the study.

Data collection: Primary Data


I had a questionnaire. The objective of this was to know the customer to survey of different user vehicles in different brands of vehicles in market about the using piaggio product as well as their interest in dealing with Piggio vehicles . While going to various place in different area of customer . I talked to the customer and shared the information of piaggio product or features. Basically, I had to convince them

to get connected with our company after taking the piaggio product and you connect piaggio vehicles pvt.Ltd.

Secondary Data
I took the feedback of customer from different brands vehicles using in market at different areas of Delhi. My company provided the some database to direct contact to customers in piaggio ape sow room and cng fuel tank in delhi. Data collection, leads generation, one-to-one meeting to using customers different types vehicles to connect our company piaggio vehicles pvt.Ltd.

3.10 Scopes
This project has benefited the company, the people and me in various ways. Now the company has some more customer in delhi market. who will help to increase the company and thus the market share will increase. Besides that the customers will get a new business. This project has also helped me to understand the customer mind set of its practical interested piaggio ape product. Now I am able to convince the people of piaggio ape to get ready to use the new product which is truly going to benefit them. This attribute will help me in the future in my professional life.

3.11 Limitations
 I was restricted to approach only customer who is using vehicles in delhi market as well as of India.  The project was limited to few areas of Delhi.  Most of the respondents filled the questionnaire carelessly. So, it was difficult to get the accuracy of the research.  The time period was less to make people agree to take the piaggio ape productiopn

4. Facts and Findings

Facts and Findings


In last few years people have become more aware about different tyes of vehicles in business process in india . they are mostly provide to customer satisfaction of product using in different purpose in hiring and loading purpose in markets. Some more facts which I have found about awareness of piaggio product of in Indian market during my training are as under : 1. Out of the total customers approached most of them are using different brand vehicles or using piaggio vehicles in delhi market. It is clear that all the customer are using in different types vehicles for hiring and loading purpose. 2. Out of the total customers approached, when asked about the using piaggio vehicles about 40% customer wants using piaggio vehicles in market. 3. When asked about the know about piaggio vehicles in global market . Therefore it is clear that most of the customer as well as people are still unaware of the piaggio product in delhi market. 4. 60% of the total customers said that they are interested old compny brands . So it is clear that most of the customer are willing to buy piaggio vehicles in delhi market. 5. Most of the customer dont have own vehicles They are using rental vehicles in delhi market..Therefore, here it is clear that a large number of customer as well as people are still unaware of piaggio product. 6. Out of the total customer are using bajaj Mahindra and tata vehicles in delhi market. 7. The customer are interested to take the piaggio vehicles in global delhi market. but most of them want to take it later as they have their own personal problems but a large number of customers wants know our product in better way for hiring and loading purpose.

5.

Analysis and Interpretations

Analysis and Interpretations


Sample unit- vehicles user customer Area- Bhajanpura Sample size- 100

Q.1) What is your opinion about Piaggio ape three wheeler company ? Response Good Average Poor No. of Respondents 50 39 11

Customer Response
Poor 11%

Average 39%

Good 50%

Q.2) what is your 1st preferences of in three wheeler company ? a. piaggio ape b. bajaj c. mahindra d.Tata

Customer Response
10% 11% 39% Piaggio ape Bajaj Mahindra Tata 40%

Q.3) Are you aware of manufacturing Piaggio ape in three and four wheeler vehicles ? a. Yes b.No c. Know slightly

Know slightly, 15

No, 25 Yes, 60

Q.4) Do you know piaggio ape city ( cng / diesel ) is very successful in market ? a. Yes b. No c. Know slightly

know slightly, 5

No, 15

yes, 80

Q.5) Are you interested in future purchasing piaggio ape product ? a. Yes b. No

yes, 30

No, 70

Q.6) Do you know ape truck plus is very good running in market for loading purpose ? a. Yes b. No

No, 25

yes, 75

Q.7) Do you know xtra Ld is very successful in market ? a. Yes b. No c. Would like to know

would like to know, 15

yes, 50 No, 35

Q.8) write now you are using own or rent of vehicles ? a. Own b. Rent

Rent, 35

Own, 65

Q.9) Do you want purchase ape city for hiring purpose ? a. Yes b. No

yes, 18

No, 82

Q.10) what are the main strength in piaggio product ? a. long lasting b. Rubber boots c. Triangular arms

Trangular arms, 25

Long lasting, 4 0

Rubber boots, 35

Q.11) why using another product compare to piaggio product ? a. Old brand b.Long lasting c. Good average

Good Average, 5

Long lasting, 3 5

Old brand, 60

Q.12) Do you know all product of piaggio vehicles Pvt. Ltd. ? a. Yes b. No

Yes, 35

No, 65

Q.13) Are you satisfied of piaggio ape product ? a. Yes b. No

No, 42

Yes, 58

Q.14) Do you know ape city (cng) is use in mostly in metro city as well as all over India ? a. Yes b. No

No, 35

Yes, 65

Q.15) what do you want to develop in all product of piaggio ape ? a. Ape city b. Xtra Ld d. Ape truck plu

Ape truck plus, 10

Xtra Ld, 25

Ape city, 75

5.1Comparative Analysis:
Q.) Do you want to Piggio ape product ? Area Bhajanpura (100 Respondents) Silampur (100 Respondents) Nandnagri (100 Respondents) Laxmi nagar (100 Respondents) * Total Yes = 39+42+44+35= 160 * Total No = 61+58+56+65 = 240 No. of Respondents Yes 39 Yes 42 Yes 44 Yes 35 Average 40 Average 60 No 61 No 58 No 56 No 65

Yes, 40

No, 60

5.2SWOT analysis
SWOT analysis is a strategic planning method or an effective tool that assesses and identifies or used to evaluate the Strengths, Weaknesses, Opportunities, and Threats involved in a project, in a business or in a organization.  Strength: The mutual fund industry is in growing stage. Companies are coming with new schemes based on the investor's goals and objectives. Strength of diversification, potential for growth and expert advice. Mutual Funds industry has one of the largest team of research analysts.  Weakness : There are large number of agents as well as people who are unaware or partially aware of the mutual fund concept. The agents who are aware, most of them are partially aware. Classification of Mutual Funds  Opportunities : Mutual Funds have a very bright future in India. As compared to the annual growth rate of 9% in last 5 years, composite rate of growth is expected 13.4%. The Association of Mutual Funds in India (AMFI) is dedicated to developing the Indian Mutual Fund Industry on professional, healthy and ethical lines. However, while acknowledging the troubles, the Association for Mutual Funds in India (Amfi) is putting up a bold face and feels that the industry would grow drastically. KPMG in India is of the view that opportunities exist for surpassing the growth potential of the Indian mutual fund industry.  Threats : India Mutual Fund majors are tie up with other financial institutions, is also causing a threat for mutual funds industry. Threat of Microfinance Defaults Rise in India in India, a number of industry analysts have highlighted industry vulnerabilities. Threat of new entrants. Mutual Funds industry allows only the best and fittest to survive.

6. Conclusion

Conclusion
On the basis of my experience during 40 days of summer training, analyzing the data that was collected through a questionnaire and face-to-face conversation with the customers, I conclude this project work with the words that No doubt the piaggio vehicles is very fast growing stage.  The manufacturing of three wheeler and four wheeler companies are

increasing.  These companies are coming with new achieve objectives. There are large number of customer as well as people who are unaware or partially aware of the piaggio ape product. However they are interested in piaggio product to purchase it. But when the question comes that The answers are really good. Only a few are interested to take the new vehicles in market . The problems they trust in old brand mainly but so many customers interested to know our product in market. but some customer dont know our product as well as company . product to cover the market and

7. Suggestion & Recommendation

Suggestion & Recommendation


In this era where cut-throat competition exists, the fittest can survive only. Same in the case with piaggio vehicles good running in all over market. In my view following recommendations should be considered by PIAGGIO VEHICLES Pvt. Ltd. It needs to improve its distribution channel and sow room service. It needs to improve in promotion and advertisements of product in proper way of in market. It should organize more and more relations of customer satisfactions in all product of piaggio vehicles pvt. Ltd. It would better to achieve all goal in future of piaggio ape.

8. Appendix

Appendix
Questionnaire
Q.1) What is your opinion about piaggio ape three wheeler company ? a. good b. average c. poor

Q.2) what is your 1st preferences of in three wheeler company ? a. piaggio ape b. bajaj c. mahindra d.Tata

Q.3) Are you aware of vehicles ? a. Yes

manufacturing piaggio ape in three and four wheeler

b.No

c. Know slightly

Q.4) Do you know piaggio ape city ( cng / diesel ) is very successful in market ? a. Yes b. No c. Know slightly

Q.5) Are you interested in future purchasing piaggio ape product ? a. Yes b. No

Q.6) Do you know ape truck plus is very good running in market for loading purpose ? a. Yes b. No

Q.7) Do you know xtra Ld is very successful in market ? a. Yes b. No c. Would like to know

Q.8) write now you are using own or rent of vehicles ? a. Own b. Rent

Q.9) Do you want purchase ape city for hiring purpose ? a. Yes b. No

Q.10) what are the main strength in piaggio product ? a. long lasting b. Rubber boot c. Triangular arms

Q.11) why using another product compare to piaggio product ? a. Old brand b.Long lasting c. Good average

Q.12) Do you know all product of piaggio vehicles Pvt. Ltd. ? a. Yes b. No

Q.13) Are you satisfied of piaggio ape product ? a. Yes b. No is use in mostly in metro city as well as all

Q.14) Do you know ape city (CNG) over India ? a. Yes

b. No

Q.15) what do you want to develop in all product of piaggio ape ? a. Ape city b. Xtra Ld d. Ape truck plus

9. Bibliography

Bibliography
Books:
 Revision and Practice of book  For different of magazine of vehicles

Company's Brochure:
 Vehicles watch  Configuration of vehicles watch  Key Information of different vehicles  Safety features

Internet:
 helpline@pn.pgvl..com  piaggio.com  vehiclesdindia.com