a study on customer perception

Topics: Customer service, Customer, Tire Pages: 15 (1332 words) Published: October 7, 2014
 ANALYSIS

This study was conducted to find out the Dealer’s perception about JK Tyre, Personal interview with questionnaire of dealer’s are taken. I have designed this questionnaire to find out what a dealer think about the company’s policy, after sales service , product quality , demand of the product in market and the feedback which he received from the customer. These information’s helped me in finding out the overall perception of a dealer about the company. To find out the overall perception of a customer i have divide the Study into five parts 1. PRODUCT DEMAND

2. COMPANY’S POLICY
3. PRODUCT QUALITY
4. AFTER SALES SARVICE
5. CUSTOMERS FEEDBACK
This survey was conducted on 30 dealers and the results are given below –

Purchase type in Truck & bus tyre mrket (on cash or on the credit)

Fig. 2.1

Truck $ bus market Tyre Selling is based on 20% cash and 80% on the credit On the credit base purchase dealer can easily sell a product from which he can earn a good profit On the credit base purchase customer preference or choice is very low

PRODUCT DEMAND

Most demanded nylon tyre brand

Fig. 2.2

After analysing the above pie-chart following conclusions can be drawn 1. On cash purchase MRF is a most demanded brand in Bias tyre segment followed by Appolo 2.JK Tyre is 3rd most demanded tyre in bias segment so they have a good opportunity to increase their market share

Most demanded TBR tyre brand

Fig. 2.3
MICHELIN

Demand of Jk tyre in market

Fig. 2.4

After analysing the above pie-chart following conclusions can be drawn 1. According to the dealers Demand of Jk tyre is not good in the truck & bus tyre market 2. Mostly Dealers think that customer are not giving first preference to Jk tyre only 6.25 % dealer said that they have a good demand for Jk tyre.

Most demanded Jk product in market

Fig. 2.5

After analysing the above pie-chart following conclusions can be drawn 1. JDE is the most demanded product of Jk tyre
2. JDE is a radial tyre so it shows that customers are interested in Jk radial tyre then Bias tyre.

POLICY

Satisfaction level of dealer with policy of Jk tyre
Fig 2.6

After analysing the above pie-chart following conclusions can be drawn 1. Mostly dealers are not satisfied with the policy of Jk tyre 2. Dealer satisfaction is very low

QUALITY

Quality of Jk TBR tyre

Fig. 2.7

After analysing the above pie-chart following conclusions can be drawn 1. Nobody rated the quality of Jk TBR tyre as Excellent
2. Huge number of dealers are not satisfied with the quality

Common complaint for Jk TBR products

Fig. 2.8

After analysing the above pie-chart following conclusions can be drawn 1. Mostly Problems are for Sidewall and tread

For which JK product you receive most complaints

Fig. 2.9

After analysing the above pie-chart following conclusions can be drawn 1. According to the dealers customers are claiming the quality of JDH tyre is not good

Customer Feedback for Jk tyre

Fig. 2.10
After analysing the above pie-chart following conclusions can be drawn 1.

Qualities which a customer look in a Truck tyre

Fig. 2.11

I found with the help of survey and personal interview that Truck & bus Tyre customer want a tyre which can withstand under overloading condition and should have a longer life.

Rating for Jk TBR tyre on different parameters by dealers

QUALITY
5
2.84
PEFORMANCE
5
2.6
WARRANTY & SERVICE
5
3
PROFITABILITY
5
2.4
LOOK
5
3.5
POLICY
5
3
PRODUCT SUPPLY
5
3.7
CLAIMS
5
2.4...
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