A Project Report on

“CUSTOMER SATISFACTION WITH SPECIAL REFRENCE

TO
MAHINDRA & MAHINDRA”

Submitted in partial fulfillment for award of Degree of

Master of Business Administration (MBA)

Submitted by,

SHIVAKANT

Third Semester (MBA 2017-19)

Dayanand Academy of Management Studies, Kanpur

Under the able Supervision of,

Ms. Stuti Jain

Asstt. Professor

Dayanand Academy of Management Studies, Kanpur

DAYANAND ACADEMY OF MANAGEMENT STUDIES

Affiliated to AKTU, Lucknow
STUDENT’S DECLARATION

I, SHIVAKANT student of MBA DAMS college, Kanpur hereby declare that the project work

entitled ”A PROJECT REPORT ON CUSTOMER SATISFACTION WITH SPECIAL

REFRENCE TO MAHINDRA & MAHINDRA ” compiled and submitted by me under the

guidance is my original work.

Whatever information furnished in this project report is true to the best of my knowledge.

SHIVA KANT
 ACKNOWLEDGEMENT

Any task that is under taken reaches successful completion not only by an Individuals effort but

also by the guidance and support of many others. Here are we to acknowledge a few of those

who have helped us to carry out this project work successfully.

I express my deep to Mr. Sanjeev tiwari (C. E. O.), for giving me this opportunity to

undertake this project in this prestigious organization and providing a good environment to my

work.

I would also like to thank to project Guide Mr. Vivek shukla and entire staff of for the

invaluable help and support they extended during the project work.
PREFACE

In spite of the theoretical knowledge gained through class room study a person is incomplete if
not objected to practical exposure of real corporate world and may have to face hurdles which
will be difficult to over come with out any first hand experience of business.

In this context research program has been designed to make the person aware of the real business
world .The project entitled ‘CUSTOMER SATISFACTION WITH SPECIAL REFRENCE TO
MAHINDRA & MAHINDRA’ has been done at Mahoba as a completion part of MBA program.

The study was made by collecting relevant data about awareness and market size with the help of
questionnaire survey, secondary data were collected from the organization broachers, magazines,
websites, newspapers etc.

This project will help the Bank to improve its marketing strategies and help us to get practical

knowledge about Banking sector and its loan. The feed- back gathered from the users and non

users of the product such as personal loan it shows as the wind of change started blowing all over

the Indian Banking Market.

TABLE OF CONTENT

S. CONTENTS OF SUMMER INTERNSHIP REPORT Pg. No

No
1. INTRODUCTION
1.1 INTRODUCTION ABOUT THE INDUSTRY
1.2 INTRODUCTION ABOUT THE ORGANIZATIONS SELECTED
FOR STUDY
1.3 INTRODUCTION OF DEPARTMENT OF ORGANIZTION
2. LITERATURE REVIEW
3. DESCRIPTION OF RESEARCH METHODOLOGY
3.1 RESEARCH DESIGN
3.2 RESEARCH HYPOTHESIS
3.3 POPULATION SIZE
3.4 SAMPLING METHOD
3.5 MODE OF DATA COLLECTION
3.6 RESEARCH TOOL USED
4. GRAPHICAL REPRESENTATION OF ALL QUESTIONS OF
QUESTIONNAIRE AND ITS DESCRIPTION
5. FINDINGS
6. RECOMMENDATIONS
7. CONCLUSIONS
8. ANNEXURE
8.1 QUESTIONNAIRE
8.2 BIBLIOGRAPHY
INTRODUCTION
INTRODUCTION ABOUT INDUSTRY

Customer Satisfaction is the buzzword used by the business people for the success of

organization in the present days. Due to the increases of heavy competition in every product –

line it become difficult for the companies to retain the customers for longer time. So retain the

customer for longer time the marketer has to do only one things i.e. customer satisfaction .If

customer is fully satisfied by the product it not only rub the organization successfully but also

fetch many benefits for the company . They are less process sensitive and they remain customer

for a longer period. They buy addition products overtimes as the company introduce related

produce related products or improved, so customer satisfactions is gaining a lot of importance in

the present day. Every company is conducting survey on customer satisfaction level on their

products .To make the products up to the satisfaction level of customers.

This project is also done to know the customers satisfaction on theMahindra and Mahindra

Automobiles. The impact of automobile industry on the rest of the economy has been so

pervasive and momentous that is characterized as second industrial. It played a vital role in

helping the nation to produce higher value good and services and in the enhancing their skills

and impose tremendous demand for automobile, lot of car manufacturers company facing cut

throat competition in the fields of technology and price.

INTRODUCTION TO INDUSTRY

Customer Satisfaction Strategies Followed By M&M

The different strategies followed by M&M consists of Customer relationship management,

strategy to providing better facility to the owner, and strategy to provide better after sales service

to customer.

Customer Relationship Management

CRM as a tool was used to create positive word-of-mouth, to monitor customer experiences and

generate referrals. A series of CRM activities were implemented with regular direct

communication, events and customer satisfaction surveys, Events, Festive offers, Rewards

Program, etc.

INTRODUCTION OF AUTOMOBILE INDUSTRY

The automobile industry has changed the way people live and work. The earliest of modern cars

was manufactured in the year 1895.

Shortly the first appearance of the car followed in India. As the century turned, three cars were

imported in Mumbai (India). Within decade there were total of 1025 cars in the city.

The dawn of automobile actually goes back to 4000 years when the first wheel was used for

transportation in India. In the beginning of 15th century, Portuguese arrived in China and the

interaction of the two cultures led to a variety of new technologies, including the creation of a

wheel that turned under its own power. By 1600s small steam-powered engine models was
developed, but it took another century before a full-sized engine-powered vehicle was created.

Brothers Charles and Frank Duryea introduced the actual horseless carriage in the year 1893. It

was the first internal-combustion motor car of America, and it was followed by Henry Ford’s

first experimental car that same year.

One of the highest-rated early luxury automobiles was the 1909 Rolls-Royce Silver Ghost that

featured a quiet 6-cylinder engine, leather interior, folding windscreens and hood, and an

aluminum body.

Chauffeurs usually drove it and emphasis was on comfort and style rather than speed.

During the 1920s, the cars exhibited design refinements such as balloon tires, pressed-steel

wheels, and four-wheel brakes.

Graham Paige DC Phaeton of 1929 featured an 8-cylinder engine and an aluminum body.

The 1937 Pontiac De Luxe sedan had roomy interior and rear-hinged back door that suited more

to the needs of families. In 1930s, vehicles were less boxy and more streamlined than their

predecessor was.

The 1940s saw features like automatic transmission, sealed-beam headlights, and tubeless tires.

The year 1957 brought powerful high-performance cars such as Mercedes-Benz 300SL. It was

built on compact and stylized lines, and was capable of 230 kmph (144 mph).

This was the Indian automobile history, and today modern cars are generally light,

aerodynamically shaped, and compact.

Facts & Figures

The automobile industry in India is on an investment overdrive. Be it passenger car or two-

wheeler manufacturers, commercial vehicle makers or three-wheeler companies - everyone

appears to be in a scramble to hike production capacities. The country is expected to witness

over Rs 30,000 crore of investment by 2010.

Hyundai will also be unmasking the Verna and a brand new diesel car.

General Motors will be launching a mini and may be a compact car.

Most of the companies have made their intentions clear. Maruti Udyog has set up the second car

plant with a manufacturing capacity of 2.5 lakh units per annum for an investment of Rs 6,500

Crore (Rs 3,200 Crore for diesel engines and Rs 2,718 Crore for the car plant itself).

Hyundai and Tata Motors have announced plans for investing a similar amount over the next 3

years. Hyundai will bring in more than Rs 3,800 Crore to India.

Tata Motors will be investing Rs 2,000 Crore in its small car project.

General Motors will be investing Rs 100 Crore, Ford about Rs 350 Crore and Toyota

announced modest expansion plans even as Honda Siel has earmarked Rs 3,000 Crore over the

next decade for India - a sizeable chunk of this should come by 2010 since the company is also

looking to enter the lucrative small car segment.

.Talking about the commercial vehicle segment, Ashok Leyland and Tata Motors have each

announced well over Rs 1,000 Crore of investment. Mahindra & Mahindra's joint

venture with International Trucks is expected to see an infusion of at least Rs 500 Crore.
Industry performance in 2008-09

The Indian automotive market managed to stand up to the vagaries of the economic meltdown to

show slightly growth during fiscal 2008-09. Overall vehicle sales at 97.23 lakh grew 0.71 per

cent from 96.54 lakh units in 2007-08.

When major automotive markets reported a 30-40 per cent decline, only a handful of countries

managed to show growth. A few months ago, India was looking at negative growth but has

turned around. It is actually better than expected.

Passenger vehicle sales at 15.51 lakh registered flat growth while commercial vehicle sales

showed a 21 per cent drop.

SIAM has a positive outlook for the current financial year. While it foresees a 7-8 per cent

growth for the commercial vehicle segment, the industry body predicts a 3-5 per cent growth for

passenger vehicles. The three-wheeler segment may grow 5-8 per cent growth while two

wheelers may show 3-5 per cent growth.

The passenger vehicle market has weathered the downturn largely due to market leader Maruti

Suzuki which holds 48 per cent of the market. The compact car giant clocked 7.22 lakh units

for 2008-09. Closest rival Hyundai Motor India sold 2.44 lakh cars, a growth of 13 per cent.

Tata Motors’ sales grew 1.3 per cent at 2.30 lakh units while Mahindra & Mahindra posted 2.5

per cent growth at 1.06 lakh units.

Most premium carmakers saw volumes shrink last fiscal. Toyota Kirloskar Motor’s numbers

fell 15 per cent to 46,892 units while Ford India’s sales were down 17 per cent to 27,976
units. Honda Siel Cars India also saw a 17 per cent drop at 52,420 units while General

Motors India was down 8 per cent to 61,526 units.

Among commercial vehicle makers, all major players saw substantial fall in volumes. Market

leader Tata Motors with a 60 per cent plus share, showed 22

per cent drop in numbers at 2.34 lakh units while Ashok Leyland showed 37 per cent drop at

47,632.

Eicher’s sales volume fell 37 per cent at 17,341 units and Force Motors was down 28 per cent

at 7,819 units. “The freight movement is unlikely to improve this fiscal which will impact truck

sales.

Two-wheeler sales grew 2.6 per cent to 74.38 lakh units. “Hero Honda has made up for the

erosion of sales volume for other two-wheeler makers including Bajaj Auto and TVS Motor

Company,” said Mr. Matta. Hero Honda clocked 36.40 lakh units, a growth of 12.5 per cent.

Bajaj Auto’s volumes dropped 23 per cent to 12.86 lakh units while TVS saw a marginal

decline at 11.36 lakh units. Honda Motorcycle and Scooter India’s sales surged 16 per cent to

10.15 lakh units.

INTRODUCTION TO ORGANISATION

Mahindra & Mahindra (M&M), the market leader in multi-utility vehicles in India. The company started
manufacturing commercial vehicles in 1945. M&M is the leader by far in commercial vehicle and the
second largest in the passenger vehicle market. The company is the world’s sixth largest medium and
heavy commercial vehicle manufacturing.

Mahindra is best known for utility vehicles and tractors in India, Its automotive division, the

company's oldest unit (founded in 1945), makes jeeps and three-wheelers (not passenger "auto

rickshaws," but utilitarian delivery and flatbed incarnations). M&M's farm equipment sector,

formed in 1963 during India's green revolution, manufactures tractors and industrial engines.

M&M also produces military vehicles. The company has facilities located throughout India.

The survey involved gathering wide information about the company, its products, customer

satisfaction and impact of various competitive firms on the company.

From the information collected, various aspects were identified where the company needs to

focus more to improve the efficiency of marketing team of Mahindra Automotives.

The research was conducted through collection of primary and secondary data. Secondary data

was collected through visiting various web sites, automobile magazines and other reliable

sources. Primary data was collected through a well-framed questionnaire, of which later a

detailed analysis was done using various statistical I.T. tools like MS Word and MS Excel.

On the basis, the secondary data analysis and the extensive analysis of the primary data,

interpretations were drawn for the questions and conclusion is drawn. Certain suggestions are

also drawn from the analysis to help.

Mahindra Automotives to increase its market share in commercial passenger segment and MPVs.
The main research that followed is to know “Customer satisfaction towards Mahindra and

Mahindra SUV. Due to the limited resources and time constraints, the study was conducted

within the area MAHOBA.

 INTRODUCTION TO DEPARTMENT

COMPANY PROFILE

HSTORY OF MAHINDRA & MAHINDRA AUTOMOTIVE

Mahindra & Mahindra (M&M) was established in 1945 as Mahindra & Mohammed. Later on,

after the partition of India, one of the partners - Ghulam Mohammad - returned to Pakistan,

where he became Finance Minister. As a result, the company was renamed to Mahindra &

Mahindra in 1948.

M&M started its operation as a manufacturer of general-purpose utility vehicles. It assembled

CKD jeeps in 1949. Over the passing years, the company expanded its business and started

manufacturing light commercial vehicles (LCVs) and agricultural tractors.

Apart from agricultural tractors and LCVs, Mahindra & Mahindra also showed its dexterity in

manufacturing army vehicles. Soon, it started its operations abroad, through its plants set up in

China, the United Kingdom and the USA.

M&M partnered with companies prominent in the international market, including Renault SA,

International Truck and Engine Corporation, USA, in order to mark its global presence. M&M

also started exporting its products to several countries across the world. Subsequently, it set up

its branches including Mahindra Europe Srl (based in Italy), Mahindra USA Inc., Mahindra

South Africa and Mahindra (China) Tractor Co. Ltd.

At the same time, M&M managed to be the largest manufacturer of tractors in India, by holding

leadership in the market of the country, for around 25 years. The company is an old hand in

designing, developing, manufacturing and marketing tractors as well as farm implements. It

made its entry to the passenger car segment in India, with the manufacture of Logan (mid-size

sedan) in April 2007, under the Mahindra Renault collaboration.

Soon after the considerable success of Logan, M&M started launching a wide range of LCVs and

three wheelers as well as SUVs including Scorpio and Bolero. In the present time, Bolero has

gained immense popularity in India. It is one of the most opted vehicles in its.

SUV PRODUCT OF MAHINDRA AND MAINDRA

MAHINDRA BOLERO

Mahindra Bolero is one of the most successful and popular utility vehicle of the Mahindra and

Mahindra Group. The car is robust in appearance and it has been elegantly designed, keeping in

mind the conditions of the Indian roads.

Mahindra Bolero is also among the best fuel-efficient cars of India as the manufacturer has

equipped it with a 2500 cc diesel engine with5- speed transmission.

MAHINDRA SCORPIO

Mahindra & Mahindra Limited launched Mahindra Scorpio as its first Sports Utility Vehicle in

India in 2002.

This SUV has redefined the expectations for the design of SUVs with its sturdy looks and

powerful performance, the sophisticated interior design adds to the further glory to the

appearance.

MAHINDRAINGENIO

Mahindra & Mahindra is planning to launch a new multi-purpose vehicle (MPV) to take on the

Toyota Innova and the Chevrolet Tavera in both the individual buyer and taxi segments.

Mahindra has currently named the project Ingenio. The vehicle is expected to hit the market

in2009.
MAHINDRA RENAULT LOGAN

Much awaited Mahindra-Renault Logan has been launched in India. This compact sedan is a

spacious, practical and affordable vehicle. The outlook of Logan is impressive and the basic

version is a value for money, however the top-end versions are a bit high on price. The

prominent feature of this car is its performance, interiors and economy.

MAHINDRA XYLO

Mahindra & Mahindra Limited launched their latest Multi Utility Vehicle (MUV) “Xylo” in

India on January 13, 2009. The car boasts of having all the luxurious features that are seen in

today’s sedans, with the ample space of a utility vehicle. Xylo's muscular stance contributes to its

commanding road presence. Fully packed with the latest features, the MUV is sure to impress

Indian consumers and provide a stiff competition to the other vehicles within its class.

Performance Of Mahindra XYLO

Under the hood of Mahindra Xylo lies a 4-cylinder turbocharged, mEagle diesel engine, which

generates a power of 112bhp @ 3800 rpm and a peak torque of 24 kgm @ 1800-3000 rpm. The

powerful engine is developed on the NEF CRDe platform and is mated to 5-gears manual

transmission. The car accelerates from rest to 60 km/h in just 5.8 seconds.

MILSTONE, AWARDS AND ACCOLADES

M&M’s 61st year was studded with a number of noteworthy achievements, prestigious

prizes and glittering awards.

DUAL HONOURS FOR CHAIRMAN MR. KESHUB MAHINDRA

Chairman, Mr. Keshub Mahindra was awarded the “Business Visionary Award 2006”

instituted by the National Institute of Industrial Engineering (NITIE), Mumbai.

Chairman, Mr. Keshub Mahindra was also awarded the prestigious IBS Kolkata Lifetime

Achievement Award for his ‘unparalleled contribution to industrial growth and social and

economic development of the community’.

The Institute of Chartered Financial Analysts of India’s (ICFAI) India Business School (IBS)

presented it, Kolkata, at the Strategy Summit 2007, held in Kolkata.

SLEW OF HONOURS FOR MR. ANAND MAHINDRA

Mr. Anand Mahindra, VC & MD, Mahindra Group, received a number of prestigious awards in

2006-07, including:

● The prestigious CNBC Asia Business Leader of the Year Award for the Year 2006 as well as

the CNBC TV India “Business Leader of the Year Award”.

● The ‘CEO of the Year’ award at the India Brand Summit 2006 co-sponsored by Business

Standard and ITM Business School in association with Times Now and DNA newspaper.

● The LMA Entrepreneur of the Year 2006 award, instituted by the Ludhiana Management

Association (LMA).

● The Most Inspiring Corporate Leader of the Year’ Award by NDTV Profit

● The NDTV Profit – Car & Bike Award 2007 for Automobile Man of the Year.
Mr. Anand Mahindra was also nominated as a Member of the Council of the Executive

Committee of the National Sports Development Fund (NSDF) of the Govt. of India. He was

featured in the list of 50 Most Influential Indians in Business Week’s edition dated August 13,

2007

HIGHEST CRISIL RATING FOR M&M

M&M has received the highest Governance & Value Creation rating, CRISIL GVC Level - I

from CRISIL for the ability to create value for all stakeholders, while adopting sound corporate

governance practices.

DUN & BRADSTREET AMERICAN EXPRESS CORPORATE AWARDS

2006

Mahindra & Mahindra was rated as the leading Indian company in the Automobile - Tractors

sector in the ‘Dun & Bradstreet – American Express Corporate Awards 2006’. The Automobile

Sector comprises of three categories – Passenger Vehicles, Commercial Vehicles and Tractors.

These awards recognize the virtues of size and growth in the awards methodology. M&M ranked

No. 1 in these two segments in the premier Dun & Bradstreet India publication, India’s Top 500

Companies 2006.
MAHINDRA RECEIVES AMITY HR EXCELLENCE AWARD

Mahindra & Mahindra was honored with the Amity HR Excellence Award at the Fourth Amity

Global HR Summit 2007 held at the Amity International Business School, Noida. The Amity HR

Excellence Award recognized Mahindra as one the most admired companies across the global on

account of its innovative strategies for Human Resources Management and Development.

GLOBAL HR EXCELLENCE AWARD FOR M&M

Mahindra & Mahindra won the Global HR Excellence Award for Innovative HR practices

(Manufacturing Sector), in the Asia Pacific HRM Congress, held in Mumbai. These awards

recognize organizations and individuals who have embraced change, encouraged constructive

challenges and demonstrated entrepreneurial skills in the corporate world.

M&M WINS BOMBAY CHAMBER GOOD CORPORATE CITIZEN

AWARD 2006-07

M&M was presented with the coveted Bombay Chamber Good Corporate Citizen Award 2006-

07 at a glittering ceremony held to celebrate the Chamber’s 172nd Foundation Day on September

21, 2007. Mr. Bharat Doshi, Executive Director, M&M Ltd. and Mr. Rajeev Dubey, Member of

the Group Management Board and Chairman, Mahindra & Mahindra CSR Council, received the

award on behalf of the company.

This Award recognizes and honors conspicuous achievement by corporate organizations by way

of service to the civic community, in addition to outstanding operational performance. It takes

into account several parameters, including Business Performance, Corporate Interests, Employee

Welfare, Customer and Stakeholder Satisfaction and Social Investment.

GOLDEN PEACOCK AWARD FOR EXCELLENCE IN CORPORATE

GOVERNANCE

Mahindra & Mahindra won the coveted Golden Peacock Award for Excellence in Corporate

Governance 2006. This award validates the company’s ‘Best-in-Class’ corporate governance

practices and reflects its transparent and ethical dealings with stakeholders across the entire value

chain. It recognizes the Management’s commitment to the highest standards of corporate conduct

and its commitment to Corporate Social Responsibility as a distinct activity that helps build

commendable social values and adds to the ethical fiber of the organization.

BEST AUTOMOTIVE MANUFACTURING SUPPLY CHAIN

EXCELLENCE AWARD

Mahindra & Mahindra has been awarded as the organization with the “Best Automotive

Manufacturing Supply Chain Excellence”. The awards were presented by India Times

Mindscape (Times of India Group) along with the Business India Group at the Express,

Logistics & Supply Chain Awards held in Mumbai on September 28, 2007. A. C. Neilson is

accredited with the research for the award nominees and winners.
HIGH RANKINGS FOR MAHINDRA

M&M was ranked second in the prestigious e Most Trusted Car Company in India study

conducted by TNS. M&M scored 127 points, just seven points below the top ranking company,

according to a TNS communiqué.

● M&M was ranked 14th in The Economic Times prestigious ‘ET 500’ list of top achieving

companies in India. The company has moved up four ranks from last year. To quote from

the ‘ET 500’ write-up: “M&M’s ‘art-to-part’ strategy of diversification into the auto parts

value chain and its plans for new platforms for utility vehicles and joint venture with

Renault for Logan have led to a gain in ranks.”

● M&M was ranked 22nd in Business India’s annual survey of the country’s top companies

- Super 100

● M&M was ranked 31st in Business Today’s annual survey of India’s most valuable
companies
 Literature Review

Introduction

Both public and private sectors have given much attention to the concept customer satisfaction in

the past couple of decades. Naturally, administrators have requested their staff to do customer

satisfaction studies for their own organizations. An analyst or researcher must operationalize the

concept of customer satisfaction in order to measure it. More importantly, in order to have

validity for any measurements, the analyst needs to assume some model of the subject matter.

The analyst must use very explicit conceptualizations of the subject matter (in other words,

models) if she/he expects to do research and analysis that has relevance for organizational

decisions. This paper is divided into several sections. First, a brief review of main concepts of

customer satisfaction is provided. Next, we try to provide the analyst an overview of models of

customer satisfaction. Finally, the article concludes with main research findings. Customer

Satisfaction

Customer satisfaction has been a popular topic in marketing practice and academic research

since Cardozo's (1965) initial study of customer effort, expectations and satisfaction. Despite

many attempts to measure and explain customer satisfaction, there still does not appear to be a

consensus regarding its definition (Giese and Cote, 2000). Customer satisfaction is typically

defined as a post consumption evaluative judgement concerning a specific product or service

(Gundersen, Heide and Olsson, 1996). It is the result of an evaluative process that contrasts

prepurchase expectations with perceptions of performance during and after the consumption
experience (Oliver, 1980). The most widely accepted conceptualization of the customer

satisfaction concept is the expectancy disconfirmation theory (McQuitty, Finn and Wiley, 2000).

The theory was developed by Oliver, who proposed that satisfaction level is a result of the

difference between expected and perceived performance. Satisfaction (positive disconfirmation)

occures when product or service is better than expected. On the other hand, a performance worse

than expected results is dissatisfaction (negative disconfirmation). Studies show that customer

satisfaction may have direct and indirect impact on business results. Luo and Homburg (2007)

concluded that customer satisfaction positively affects business profitability. The majority of

studies have investigated the relationship with customer behaviour patterns (Dimitriades, 2006;

Olorunniwo et al., 2006; Chi and Qu, 2008; Faullant et al., 2008). According to these findings,

customer satisfaction increases customer loyalty, influences repurchase intentions and leads to

positive word-of-mouth.

Given the vital role of customer satisfaction, it is not surprising that a variety of research has

been devoted to investigating the determinants of satisfaction. Satisfaction can be determined by

subjective (e. g. customer needs, emotions) and objective factors (e. g. product and service

features). Applying to the hospitality industry, theimportant regarding customer satisfaction.

Atkinson (1988) found out that cleanliness, security, value for money and courtesy of staff

determine customer satisfaction. Knutson (1988) revealed that room cleanliness and comfort,

convenience of location, prompt service, safety and security, and friendliness of employees are

important. Barsky and Labagh (1992) stated that employee attitude, location and rooms are likely

to influence travellers' satisfaction. A study conducted by Akan (1995) showed that the main

determinants of hotel guest satisfaction are the behaviour of employees, cleanliness and
timeliness. Choi and Chu (2001) concluded that staff quality, room qualities and value are the

top three hotel factors that determine travellers' satisfaction .

The Indian auto industry became the 4th largest in the world with sales increasing 9.5 per cent
year-on-year to 4.02 million units (excluding two wheelers) in 2017. It was the 7th largest
manufacturer of commercial vehicles in 2017.

The Two Wheelers segment dominates the market in terms of volume owing to a growing
middle class and a young population. Moreover, the growing interest of the companies in
exploring the rural markets further aided the growth of the sector.

India is also a prominent auto exporter and has strong export growth expectations for the near
future. Automobile exports grew 26.56 per cent during April-July 2018. It is expected to grow at
a CAGR of 3.05 per cent during 2016-2026. In addition, several initiatives by the Government of
India and the major automobile players in the Indian market are expected to make India a leader
in the two-wheeler and four wheeler market in the world by 2020.

Market Size

Domestic automobile production increased at 7.08 per cent CAGR between FY13-18 with 29.07
million vehicles manufactured in the country in FY18. During April-July 2018, automobile
production increased 16.69 per cent year-on-year to reach 10.88 million vehicle units.

Overall domestic automobiles sales increased at 7.01 per cent CAGR between FY13-18 with
24.97 million vehicles getting sold in FY18. Auto sales in July 2018 witnessed a year-on-year
growth rate of 7.9 per cent across segments, driven by 46.24 per cent growth in three-wheeler
sales in terms of percentage.

Premium motorbike sales in India crossed one million units in FY18. Two leading luxury car
manufacturers, BMW and Mercedes-Benz, recorded their best-ever half yearly sales in India
during January-June 2018. Sales of BMW grew 13 per cent year-on-year to 5,171 units and sales
of Mercedes-Benz grew 12.4 per cent year-on-year to 7,171 units.

Sales of electric two-wheelers are estimated to have crossed 55,000 vehicles in 2017-18
YEAR ACHIEVMENTS

1947 In October, the first batch of 75 Utility Vehicles (UVs) imported in

CKD condition from Willys overland Export Corporation.

1949 Lease of 11,071 Sq. yards at Mazagaon from British India Steam

navigation. The first Willys Overland Jeep built in India at the

Assembly Plant , Mazagaon, Bombay (now Mumbai).

1954 Manufacture of Vehicles undertaken in collaboration with Kaiser

Jeep Corporation and American Motors Corporation.

 1962 Indigenous content of Jeep goes up to 70 per cent. To centralise

manufacturing operations, 137 acres of land purchased at Kandivli.

1965 FC 150 Petrol Trucks introduced.

1967 Two wheelers drive Utility Vehicles introduced. The 101" wheel

base and Metal Body UVs introduced. Indigenous content goes up

by 97 per cent.

1969 The start of vehicles export. Export of total 1200 UVs along with

spare parts to Yugoslavia. Exported also to Ceylon, Singapore,

Philippines and Indonesia.

1970 The contracts to export of 3304 vehicles, mainly to Yugoslavia and

 Indonesia concluded.

1971 Separate R&D section set up.

1974 Maxi miller campaign launched for the conservation of fuel. CJ 4A

was introduced with new transmission and axle ratio. Collaboration

agreement with Jeep corporation (subsidiary of AMC, Detroit).

1975 FC 260 Diesel light truck and CJ 500 D Diesel was introduced with

MD 2350 Diesel Engine.

1979 The Government of India approves in principle, technical

collaboration with Peugeot (France) for the manufacture of XDP

4.90 Diesel Engine.

1981 The Nasik Trucks Assembly Plant and Peugeot Engine Assembly

Plant at Ghatkopar inaugurated. NC 665 DP Mini Truck rolls out

from Nasik Assembly Line.

1983 FJ 460 model was introduced with 4-speed gearbox. Engine plant at

Igatpuri formally inaugurated by Mr. Jean Boillot, President of

Automobiles Peugeot of France for the manufacture of 25,000

Peugeot and Petrol engines.

1985 The New Mahindra Vehicle-MM 540 was launched in Bombay. NC

640 DP with 4 speed gearbox and Mahindra MM 440 was

introduced.

1986 CJ 640 DP Vehicle introduced.

1987 MM 540 DP metal Body Wagonette introduced.

1988 M&M signed a MoU with Hyderabad Allwyn Nissan Limited to

form Mahindra Nissan Allwyn Ltd., as its associate company with

LCV operations in Andhra Pradesh.

The CJ 340 DP model was introduced. M&M and Peugeot

1989 announced their tie up for the manufacture of Peugeot 504 pickup

truck, BA 10 gearboxes and latest XD 3 diesel engines. M&M

acquired automotive pressing unit at Kanhe, from Guest Keen

Williams Ltd.

1991 Introduced CJ 500 DI model with MDI 2500 A direct injection

diesel engines. M&M bags order to export 10,000 CKD kits.

Commander range of models: 650 DI, 750 DP/HT were also

launched with tremendous market response.

1993 The Mahindra Armada was launched

Mahindra Nissan Allwyn Ltd. (MNAL) was merged with M&M and

1995 Zaheerabad LCV operations becoming part of Automotive Sector.

FJ series of LCVs were shifted from Nasik to Zaheerabad. Igatpuri

Engine Plant received ISO 9002 certificate.

1996 The new LCV model Cabking DI 3150 & Mahindra Classic

vehicles were launched. New Commander 5 Door Hard Top

introduced.

Commercial production of the Ford Escort commenced at Nasik

1997 Plant. License & Technical Assistance Agreement signed with

Mitsubishi Motors Corporation for Manufacture of SL Body at

Zaheerabad (Voyager with XD 3 and BA 10). Kandivli and Nasik

plants received ISO 9002 certificate from RW-TUV.

1998 Die shop Inauguration at Nasik Plant 2-8/8/97. Voyager was

launched by the Chairman at Zaheerabad Plant on 12/11/97

PRODUCT PROFILE

MAHINDRA“SCORPIO”

MAHINDRA “BOLERO”
MAHINDRA “XYLO”

MAHINDRA RENAULT “LOGAN”

MAHINDRA “MARSHAL”

MAHINDRA “MAXX”
Mahindra XUV

Mahindra TUV.

Mahindra KUV.

BOLERO VARIANTS
 Bolero SLX

Features and Specification

Make Mahindra

Model Bolero

Variant SLX

Body Type SUV

No. of Doors 5

Fuel Efficiency:

City Mileage 9.4 kmpl

Highway Mileage 12.4 kmpl

Fuel Capacity 60 liters

Fuel Type Diesel

Fuel Grade -

Engine Parameters:

Displacement 2523cc

Bore -
 Stroke -

Cylinder Configuration 4 inline

Valve Gear Operation -

Compression Ratio -

No. of Valves 8

Aspiration Turbo Charged

Fuel System DI

Horse Power 63.12@3200 ps@rpm

Torque 180@1440 Nm@rpm

Steering and Suspension

Steering Type Rack and pinion, power

assist

Power Steering Yes

Front Suspension Independent with coil

spring

Rear Suspension Leaf spring

Dimensions:
 Length 4056 mm

Height 1880 mm

Width 1660 mm

Wheel Base 2680 mm

Clearance 200 mm

Boot -

Front Head Room Min: 60mm Max: 60mm

Front Leg Room ● -

Rear Head Room Min: 60mm Max: 60mm

Rear Leg Room Min: 74mm Max: 94mm

Krebs Weight Min: 1615kg Max: 1615 kg

Gross Weight

Drive Train

Type Manual

Gears 5

Drive Line RWD

Comforts Features
 AM / FM Radio Present

Except AM / FM radio there is no other comfort is provided.

Safety: There is no safety feature included in Bolero SLX including antitheft

system etc.

BOLERO SLE

Feature and Specification

Make Mahindra

Model Bolero

Variant SLE

Body Type SUV

Number of Doors 5
Fuel Efficiency:

City Mileage 9.5 kmpl

Highway Mileage 13.2 kmpl

Fuel Capacity 60 liters

Fuel Type Diesel

Fuel Grade -

Engine Parameters:

Displacement 2523cc

Bore -

Stroke -

Cylinder Configuration 4 inline

Valve Gear Operation -

Compression Ratio -

No. of Valves 8

Aspiration Turbo Charged

Fuel System DI

Horse Power 63.12@3200 ps@rpm

 Torque 180@1440 Nm@rpm

Steering and Suspension

Steering Type Rack and pinion, power

assist

Power Steering Yes

Front Suspension Independent with coil

spring

Rear Suspension Parabolic Leaf spring

Dimensions:

Length 4056 mm

Height 1880 mm

Width 1660 mm

Wheel Base 2680 mm

Clearance 180 mm

Boot -

Front Head Room -

 Front Leg Room -

Rear Head Room -

Rear Leg Room -

Krebs weight Min: 1615kg Max: 1615 kg

Gross weight -

Drive Train

Type Manual

Gears 5

Drive Line RWD

Comfort Features

Air-Conditioning Yes

Except Air conditioning, no other comfort features are present in the Bolero SLE.

Same as SLX no safety features are present in the Bolero SLE.

BOLERO DIZ
Feature and Specification

Make Mahindra

Model Bolero

Variant DIZ

Body Type SUV

Number of Doors 5

Fuel Efficiency:

City Mileage 9.5 kmpl

Highway Mileage 13.2 kmpl

Fuel Capacity 60 liters

Fuel Type Diesel

Fuel Grade -

Engine Parameters:

Displacement 2523cc

Bore -

Stroke -
 Cylinder Configuration 4 inline

Valve Gear Operation -

Compression Ratio -

No. of Valves 8

Aspiration -

Fuel System DI

Horse Power 63.12@3200 ps@rpm

Torque 137.5@2000-2500

Nm@rpm

Steering and Suspension

Steering Type Rack and pinion, power

assist

Power Steering Yes

Front Suspension Independent with coil spring &

anti roll bar

Rear Suspension Parabolic Leaf springs

Dimensions:
 Length 4056 mm

Height 1880 mm

Width 1815 mm

Wheel Base 2680 mm

Clearance 200 mm

Boot -

Front Head Room -

Front Leg Room -

Rear Head Room -

Rear Leg Room -

Krebs weight Min: 1615kg Max: 1615 kg

Gross weight 5.4 kg

Drive Train

Type Manual

Gears 5

Drive Line RWD

This model of Mahindra Bolero do not consist any comfort features and safety

features.
 BOLERO DI

Feature and Specification

Make Mahindra

Model Bolero

Variant DI

Body Type SUV

Number of Doors 5

Fuel Efficiency:

City Mileage 10.7 kmpl

Highway Mileage 12.9 kmpl

Fuel Capacity 60 liters

Fuel Type Diesel

Fuel Grade -

Engine Parameters:

Displacement 2523cc

Bore -
 Stroke -

Cylinder Configuration 4 inline

Valve Gear Operation -

Compression Ratio -

No. of Valves 8

Aspiration Turbo Charged

Fuel System DI

Horse Power 63.08@3200 ps@rpm

Torque 180@1440 Nm@rpm

Steering and Suspension

Steering Type Rack and pinion, power

assist

Power Steering No

Front Suspension Independent with coil

spring

Rear Suspension Leaf springs

Dimensions:
 Length 4260 mm

Height 1810 mm

Width 1815 mm

Wheel Base 2680 mm

Clearance 183 mm

Boot -

Front Head Room Min: 60mm Max: 60mm

Front Leg Room -

Rear Head Room Min: 60mm Max: 60mm

Rear Leg Room Min: 74mm Max: 94mm

Krebs weight Min: 1615kg Max: 1615 kg

Gross weight -

Drive Train

Type Manual

Gears 5

Drive Line RWD

Comfort Features

Air-Conditioning Yes

Except Air conditioning, no other comfort features are present in the Bolero SLE.

Same as SLX no safety features are present in the Bolero SLE.

BOLERO DI PLUS

Feature and Specification

Make Mahindra

Model Bolero

Variant Plus

Body Type SUV

Number of Doors 5
Fuel Efficiency:

City Mileage 9.4 kmpl

Highway Mileage 13.1 kmpl

Fuel Capacity 60 litre

Fuel Type Diesel

Fuel Grade -

Engine Parameters:

Displacement 2523cc

Bore -

Stroke -

Cylinder Configuration 4 inline

Valve Gear Operation -

Compression Ratio -

No. of Valves 8

Aspiration Turbo Charged

Fuel System Direct Injection

Horse Power 63.08@3200 ps@rpm

 Torque 180@1440-1550

Nm@rpm

Steering and Suspension

Steering Type Rack and pinion, power

assist

Power Steering No

Front Suspension Independent with coil

spring & anti roll bar

Rear Suspension Parabolic Leaf springs

Dimensions:

Length 4440 mm

Height 1977 mm

Width 1660 mm

Wheel Base 2794 mm

Clearance 195 mm

Boot -
 Front Head Room -

Front Leg Room -

Rear Head Room -

Rear Leg Room Min: 74mm Max: 94mm

Krebs weight Min: 1615kg Max: 1615 kg

Gross weight -

Drive Train

Type Manual

Gears 5

Drive Line RWD

Comfort Features

Air-Conditioning Yes

Except Air conditioning, no other comfort features are present in the Bolero SLE.

Same as SLX no safety features are present in the Bolero SLE

Mahindra XUV 500

Horsepower:103 kW

Dimensions:

4,585 mm L x 1,890 mm W x 1,785 mm H

Curb weight:

1,785 to 2,080 kg

Fuel tank capacity:

70 L

Engine:

2.0 L 4-cylinder diesel, 2.2 L 4-cylinder, 2.2 L 4-cylinder diesel

Mahindra TUV 300

Engine:

1.5 L 3-cylinder diesel

Horsepower:

62 to 74 kW

Dimensions:

3,995 mm L x 1,835 mm W x 1,839 mm H

Curb weight:

1,626 to 1,654 kg

Fuel tank capacity: 60 L

Wheel size:

6″ diameter, 6.5″ width

Mahindra KUV100

Features

Ex-showroom Noida

G80 K2

Change
Start from Rs. 4.41 lakh

Rs. 4.82 lakh

Power Windows

Airbags NA

Power 82bhp @ 5500rpm

Torque 115Nm @ 3500-3600rpm

Audio Control

Top Speed 160

 DEALER PROFILE

Our Distinction:

This is one of the largest authorized dealers for Mahindra & Mahindra Automotives. Record

sales in the first year of operation.

Partners in Progress:

We are the preferred partners of M&M automotives, chiefly due to our successful sales record

and quality. Our facilities have remained unsurpassed, as we strive everyday to better our self.

Commanding Presence:

Narain automobiles as a centralized air-conditioned showroom of M&M automotives its kind in

LUCKNOW spread gracefully and decorated elegantly over an impressive 8100 sq.ft at near

Amausi Airport, Being equipped with affable front office staff and adept professional

technicians, Provide a perfect of quality Service and Reliability.

Space Friendly:

The interiors are aimed at making you feel completely at ease, In luxury. Because for us the

customer is king, one who deserves a regal offering. The setting is apt for times when you need

to switch into a relaxed state of mind.

Technology to Stay Ahead:

We are equipped with the latest technological advancement in the industry, in order to give the

best of services when it matters. Not just to be part of, But to build the future, is our motto.

Ambience the Exude Relaxation:

Ours is one of the few service centers to be equipped with a fully-fledged customer-waiting

lounge. A part from a television and pool table, it had a wed kiosk to keep u connected all the

time.

Service with Commitment:

Our dedicated team of mechanical specialty offers expert treatment for your vehicle. We ensure

consistency in performance each time, without fail.

Attention to Details:

We provide genius spare parts and accessories to ensure exceptional performance. Every single

aspect related to your vehicle is taken care of at our premises.

Dealing Made Convenient:

It is a part of our commitment policy to give advantage to the customer at every juncture. We

offer assistance of every kind at our premises itself, which makes it a one stop facility.

Expert Guidance at Every Step:

Our sales team gives utmost priority to your satisfaction. When you need help to make the right

choice, it is ensured that the result is beyond your expectations. Thus making it a point that you

get the best in both luxury and comfort always.

Models: Mahindra & Mahindra has been launching various type of MUVs and cars from the

year of 1945, keeping in mind the quality, design, driving, comfort, fuel efficiency, and service

and resale value. These from a formidable force that gives our customers the pride and the joy of

value forever. What drives M&M is

● Commitment

● Leadership

● Any an eye for appropriate technology.

Since 1945, when M&M first began manufacturing MUVs & LCVs, M&M have been engaged

in a single-minded endeavor to bring you cars that only state-of-the-art, but are also some f the

most environment-friendly vehicles in this world-a reflection of our commitment and care, for

better environment.

At the heart of every M&M is a unique engineering and an optimal mix of power and economy.

All this is supported by M&M nation – wide dealership network and automated workshop that

provide excellent after sale service

The company has constantly exploring new opportunity to define the shape to tomorrow’s

driving technology.

Promotional Activities:
The promotional activities adopted by Narain Automobiles are

● Test Driving

● Free Driving

● Hoarding

● Discounts

● Advertisement in Newspaper and magazines

● Gift Schemes

● Free Services

● Mileage Contents

Promotional expenses have been borne by both Narain Automobiles and M&M, shares in

advertisement cost.

Service Offered:

Six Service and paid service after sale of Cars.

● Free checkups campaigns

● Finance through bank

● Demonstration for new products

● Acceptance of warranty claims

Working Time in Narain Automobiles :

● Working hours in Narain Automobiles are 8 hours per day starting from 10:00 am to

6:00 pm with one-hour break for lunch and 15 minutes for evening tea and coffee.
 PRODUCT AVAILABLE AT Narain Automobile

Narain Automobile has franchise of M&M Company. M&M Company manufacturer various

types of MUVs and LCVs.

These are:

MAHINDRA “XYLO”

XYLO VARIANTS EX-SHOWROOM PRICE

E2 (BASE VERSION) 6,56,824

E4 (LOWER VERSION) 7,04,283

E6 (SPORTZ VERSION) 7,74, 973

E8 ( TOP VERSION ) 8,10,312

MAHINDRA “SCORPIO”
SCORPIO VARIANTS EX- SHOWROOM PRICE

SCORPIO M2DI 6,92,873

SCORPIO Lx mHawk 7,37,737

SCORPIO Sle mHawk 8,37,705

SCORPIO Vlx mHawk 9,38,638

SCORPIO Vle mHawk 10,18,427

MAHINDRA “BOLERO”

BOLERO VARIANTS EX-SHOWROOM PRICE

BOLERO DI 4,93738 (WHITE), 5,05,738 (SILVER)

BOLERO SLE 5,60,519

BOLERO SLX 6,12,820

BOLERO PICKUP 4,56,983

MAHINDRA RENAULT “LOGAN”

LOGAN VARIANTS EX-SHOWROOM PRICE

LOGAN GLE 1.4 4,84,471

LOGAN GLX 1.4 5,09,696

LOGAN GLX 1.6 5,47,169

LOGAN GLS 1.6 5,75,727

LOGAN GLSX 1.6 5,95,292

LOGAN DLE 1.5 5,97,605

LOGAN DLX 1.5 6,40,791

LOGAN DLS 1.5 6,86,631

LOGAN DLSX 1.5 7,06,195

LOGAN GLX 1.4 EDGE 5,41,752

LOGAN GLSX 1.6 EDGE 6,27,378

LOGAN DLX 1.5 EDGE 6,72,850

LOGAN DLS 1.5 EDGE 7,20,204

LOGAN DLSX 1.5 EDGE 7,39,787

And also available all variant of Mahindra XUV, TUV & KUV.