ACKNOWLEDGEMENTS

MRF Tyres and Service Franchise

I am thankful to all the people who have directly or indirectly helped me in the successful

completion of my project.

It was a privilege working in MALAISOODI TYRES, TUTICORIN. I would like to express my

gratitude towards the management of Advait Life Education.

I am extremely thankful to Mr. P.M.Paulraj (Managing Director of Malaisoodi Tyres) under

whose able guidance I could complete my project successfully. He was very helpful and

encouraged me to put forth my ideas.

I am also thankful to Prof.Honey Dhussa for his extremely valuable guidance and cooperation to

complete my project.
I express my deep sense of gratitude to him for providing me all the support and guidance during

the completion of my project.

I also thank the employees of Malaisoodi tyres for their valuable suggestion and cooperation.

CHAPTER 1:

I.
INTRODUCTION
CONTENTS:
MRF Tyres and Service Franchise

08

II.
STATEMENT OF THE PROBLEMS
12

III.
OBJECTIVES OF THE STUDY
 13

IV. SCOPE & LIMITATIONS

14

CHAPTER 2:

I. LITERATURE REVIEW
16

II. IMPROVING CUSTOMER SATISFACTION

17

III.
INDUSTRY PROFILE
18

IV.
PRODUCT CATEGORY IN TWO WHEELER SEGMENT
32

V.
COMPANY PROFILE
42

VI.
RESEARCH METHODOLOGY
51

CHAPTER 3:

I. DATA ANALYSIS AND INTERPRETATION

54
34
CHAPTER 4:

I.
FINDINGS

II. SUGGESTIONS

CHAPTER 5:
MRF Tyres and Service Franchise

67

69

I. Strategic Group Analysis.

72

II.
NEW BUSINESS EXPANSION.
74

III.
TECHNOLOGY COMPETITIVE ADVANTAGE.
76

CHAPTER 6:

I. CONCLUSION
 II. QUESTIONNAIRE

III.
BIBLIOGRAPHY

IV.
APPENDIX
89

90

93

94

MRF Tyres and Service Franchise

CHAPTER I
MRF Tyres and Service Franchise
 INTRODUCTION

INTRODUCTION
MRF Tyres and Service Franchise

The main object of every organization is to earn more profit, to achieve this object the

organization should increase its sales by getting more customer and the only way to get more

customer is that the organization should provide expected satisfaction to the customers.

Here the word customer satisfaction means "the utility which customer expect from the product"

and when a customer get expected utilities it is called as customer satisfaction.

MRF manufactures the largest range of tyres in India and enjoys the highest brand preference for

superior quality, company manufactures the largest range of tyres in India and is the market

leader with the largest market share it tyre industry.

Since 1984 MRF tyres has consistently been chosen as oem fitment by almost every major car

manufacturer in India apart from tyres MRF also manufacturer conveyor belts, pretreads and

advanced polyurethane paints.

Here every customer of MRF is getting satisfaction and it may analyzed by the following

information

MRF own No. 1 award for customer satisfaction by J.D Power Asia pacific for
 2001&2002

It is also created good brand name in other countries also, and it is the first Indian

company to export tyres to the US, the very birthplace of tyre technology. It is the first

company in India to manufacture and market Nylon tyres passenger tyres

commercially.

MRF Tyres and Service Franchise

MRF is providing huge number of products to the customer as per the requirement and

need.

• They provide more warranties to the customers and it will shows that the
company has

confident on its product.

So as per the above information it found that the customer satisfaction towards MRF tyres is

good

MRF Tyres and Service Franchise

STATEMENT OF THE PROBLEMS:

Profit earning has become one of the important objectives of each and every
company.
 It is very easy to attract new customers but retaining old customer is too difficulty only

the satisfied customer will remain loyal to the firm brands.

A person enters a showroom when he wants to purchase tyres, but before purchasing

tyres he consults so many persons about tyre. Like about price, quality, service etc, and then
he

make decision to purchase.

If he finds any problem with tyres, he may change his positive attitude into negative

attitude towards tyres given by the showroom.

Considering, all above points, I have decided "To study the Customers Satisfaction

towards MRF Tyres in Tuticorin city".

MRF Tyres and Service Franchise

OBJECTIVES OF THE STUDY:

A customer is not dependent on us we are dependent on customer, this statement is basis

thing for every firm or service sector.

Objectives are:

1. To know the customer satisfaction towards MRF tyres in Tuticorin city.

 2. To know the attributes which creates customer satisfaction among MRF tyre users in

Tuticorin.

3. To know the satisfaction level of the customer with the MRF tyres.

4. To know valuable suggestion form the customer.

MRF Tyres and Service Franchise

SCOPE & LIMITATIONS

SCOPE:

The study is purely based on the survey conducted in Tuticorin city and has focused on

customers. The study covers the information about the mind set which may varies from situation

& where the respondents may not be able to give required and accurate information.

LIMITATIONS:

1.

2.

3.
Due to respondents busy schedules, the interests shown by respondents to answer the

questionnaire may be less. This may have resulted in collecting inaccurate information.

Due to time and cost constraint the sample size selected is 100.
 The selected sample size is small as compared to the total number of customers. Hence

the obtained result may not be accurate as it may not represent the whole population.

4.
The project is open for further improvement of the work.

MRF Tyres and Service Franchise

CHAPTER II
MRF Tyres and Service Franchise

Literature Review

Customer satisfaction

In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a
key differentiator and increasingly has become a key element of business strategy.
 Measuring customer satisfaction

Organizations are increasingly interested in retaining 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 ambiguous and 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
options the customer may have and other products against which the customer can compare the
organization's products.

Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative
measurement, although a large quantity of research in this area has recently been developed.
Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined ten 'Quality Values'
which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten
domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness,
Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service Behaviors,
Commitment to the Customer and Innovation. These factors are emphasized for continuous improvement
and organizational change measurement and are most often utilized to develop the architecture for
satisfaction measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry
(Leonard L) between 1985 and 1988 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 measurer with a satisfaction "gap" which is
objective and quantitative in nature. Work done by Cronin and Taylor propose the
"confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman,
Zeithaml and Berry as two different measures (perception and expectation of performance) into a single
measurement of performance according to expectation. According to Garbrand, customer satisfaction
equals perception of performance divided by expectation of performance.

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 and in term of their perception
and expectation of performance of the organization being measured.

MRF Tyres and Service Franchise

Improving Customer Satisfaction

Published standards exist to help organizations develop their current levels of customer satisfaction.
The International Customer Service Institute (TICSI) has released The International Customer
Service Standard (TICSS). TICSS enables organizations to focus their attention on delivering excellence
in the management of customer service, whilst at the same time providing recognition of success through
a 3rd Party registration scheme. TICSS focuses an organization's attention on delivering increased
customer satisfaction by helping the organization through a Service Quality Model.

TICSS Service Quality Model uses the 5 P's Policy, Processes, and People, Premises,
Product/Services, as well as performance measurement. The implementation of a customer service
standard should lead to higher levels of customer satisfaction, which in turn influences customer
retention and customer loyalty.

High sales and

profit margins
Training and
empowerment of
employees

Customer
Loyalty
Customer
satisfaction
Employee satisfaction
and competence

Superior service
delivery

MRF Tyres and Service Franchise

 INDUSTRY PROFILE

MRF Tyres and Service Franchise

INTRODUCTION OF MRF COMPANY

1946 - A year to remember... India was on the threshold of independence.

A young entrepreneur, K.M. Mammen Mappillai, opened a small manufacturing unit where

balloons, latex cast squeaking toys and industrial gloves were manufactured... little did he

realize then that the company he started would grow to become the no.1 tyre manufacturer in

India.

MRF established its first office in 1949 at Chennai, Tamil Nadu, and India. The company began

as a manufacturer of toy balloons and other rubber products and then later on moved to

manufacture tyres in 1961.

Today MRF is into a league of its own with:

MRF manufactures the largest range of tyres in India and enjoys the highest brand

preference for superior quality, company manufactures the largest range of tyres in India and is

the market leader with the largest market share it tyre industry.

Since 1984 MRF tyres has consistently been chosen as oem fitment by almost every major car

manufacturer in India apart from tyres MRF also manufacturer conveyor belts, pretreads and

advanced polyurethane paints

The milestones achieved while being such a progressive and vibrant company, is also recognized

by the corporate world through a number of awards like.

Voted as one of the Indian most admired marketing companies by A & M leading advertising

and marketing and marketing journal.

No. 1 award for customer satisfaction by J.D Power Asia pacific for 2001&2002

Most ethical company in India by business world, a leading business magazine.

Tyres: Product categories and market segments

Industry Review
MRF Tyres and Service Franchise

Chart 1

Commercial vehic
tyres 78%
INDIAN TYRE INDUSTRY

Passenger vehicle
tyres
22%
Others
20%

MHCV
LOV
Tractors
50%
7%
Pas cars &

MUN 11%
Motorcycle 7%
Scooter
ADV
OTR
Industrial
4%

DE
14%
39%
52%
17%

Replacement 50%
 Exports
53%
52%
55%
47%
56%

21%

Govt sales 2%

Indian Tyre Industry to Register a Growth of 9-10% in the Next 5 Years

The Indian Tyre Industry produced 736 lakh units of tyres (11 lakh tones) garnering Rs.

19000 crores in FY07. MRF Ltd. was the market leader (22% market share) followed closely by

Apollo Tyres Ltd. (21%). The other major players were JK Tyre & Industries (18%) and Ceat

Ltd.(13%). The Indian tyre industry is characterized by its raw material intensity (raw material

costs account for approximately 70% of operating income), capital intensity, and cyclicality,

fierce competition among the top players, low bargaining power and resulting low margins. The

top players are now focusing on branding their products and strengthening their distribution
network so as to increase their market share.

The industry derives its demand from the automobile Industry. While OEM market off

take is dependent on the new vehicle sales, replacement market demand depends on the total

population of vehicles on road, road conditions, vehicle scrapping rules, overloading norms for
trucks, average life of tyres and prevalence of tyre retreading.

The main category of tyres produced in the country is that of Truck & Bus tyres. These

tyres accounted for 57% of the total tyre tonnage production in FY07 followed by LCV tyres

which accounted for 9% of the total tyre tonnage production. Approximately 53% of the total

tyre tonnage off take was by the replacement market, 31% by OEM and 15% by the export

market in FY07. The industry tonnage production registered a 5 year CAGR of 9.69% between

FY 02-07. The largest category of Truck & Bus tyres recorded a 5 year CAGR of 7.85% (slower

MRF Tyres and Service Franchise

than the industry) while Light Commercial Vehicle (LCV), motorcycle and car tyre categories
grew at 15%, 16% and 14% respectively (faster than the industry). Off the road (OTR) tyre

category (customized tyres) which fetch a higher margin compared to other tyre categories, is the

fastest growing category.

The OTR tyre category has registered a 5 year CAGR of over 20% in the last five years.

Most of the top players are increasing their capacity for the production of OTR tyres so as to

improve their product mix, this being a high margin product.

The exports from the country clocked a CAGR of 13% in unit terms and 18% in value

terms in the period FY 02-07. Most of these tyres that are exported are of cross ply design. With

radicalization catching up in some of these markets, the Indian manufacturers will need to

graduate to production and export of radial tyres so as to protect their share in the export market.

Radicalization of tyres is still minimal in India.

Only the car tyre market has moved to radial tyres (95%) but in all other categories,

cross ply tyres are still preferred. Poor road conditions, overloading in trucks, higher cost of

radial tyres and poor awareness of the tyre users are the main reasons for the non transition of the

domestic market to radial tyres. However, going ahead radicalization in truck & bus tyres may

increase due to government's focus on infrastructure development.

Category-wise historical and forecasted demand
(per cent)
Figure 2

20

15

10

MHCV
 LCV
Car
MUV
Tractor front Tractor rear
Motorcycle

Source: CRIS INFAC

CAGR 2000-01 to 2004-05
ICAGR 2005-06 to 2009-10

MRF Tyres and Service Franchise.

CARE Research projects the Indian Tyre Industry to register a growth of 9-

10% in the next five years

The Indian Tyre Industry produced 736 lakh units of tyres (11 lakh tones) garnering Rs. 19,000

crores in FY 07. MRF Ltd. was the market leader (22% market share) followed closely by

Apollo Tyres Ltd. (21%). The other major players were JK Tyre & Industries Ltd (18%) and
Ceat Ltd. (13%). The industry tonnage production registered a 5 year CAGR of 9.69% between
FY 02-07-

Truck & Bus tyre category (accounting for 57% of the tonnage production) recorded a 5 year

CAGR of 7.85% (a rate slower than that of the industry) while Light Commercial Vehicle

(LCV), Motorcycle and Car tyre categories grew at 15%, 16% and 14% respectively (at rates

faster than that of the industry). Off the road (OTR) tyres (customized tyres which fetch a higher

margin compared to other tyres) category is growing at a fast pace. The OTR tyre category

registered a 5 year CAGR of over 20% in the last five years. Most of the top players are

increasing their capacity for the production of OTR tyres so as to improve their product mix, for

e.g. CEAT Ltd. is increasing its OTR capacity at its Nasik plant from 60,000 to 1,00,000 tyres by

end 2008, JK Tyre & Industries is expanding its OTR capacity from 25,000 tyres to 42,000 tyres

by end 2008, even smaller player like Falcon tyres is making its foray into the OTR category.

The exports from the country clocked a CAGR of 13% in unit terms and 18% in value terms in

the period FY 02-07. Most of these tyres that are exported are of cross ply design. With
radicalization catching up in some of these markets, the manufacturers will need to graduate to

radial tyres so as to protect their share in the export market. Radicalization of tyres is still

minimal in India. Only the car tyre market has moved to radial tyres (95%) but in all other

categories cross ply tyres are still preferred. Poor road conditions, overloading in trucks, higher
initial cost of radial tyres and poor awareness levels in tyre users are the main reasons for the non

transition of the domestic market to radial tyres. However, going ahead, radicalization in truck &

bus tyres may increase due to government's focus on infrastructure development.

CARE Research expects the tyre industry to register a tonnage growth of 9-10% in the next five

years (FY 07-12). The truck & bus and LCV tyre category are expected to register a CAGR of

8% and 14% respectively (FY 07-12).

MARKET PLAYERS

International
MRF Tyres and Service Franchise

Indian
%
%
MRF
22.00%
Michelin
20.01%

Apollo
20.00%
Brighestone
18.04%

JK Tyres
19.00%
 Goodyear
16.09%

Ceat
16.00%
Birla
7.00%
Goodyear
6.00%

Registered Office

Phone

Primary Industry

Total Employees
Business Summary
Birla Tyres
Shivam Chambers 53,

Syed Amir Ali Avenue, Kolkata, West Bengal-700019.

+91-33-22814516
 Tyre Manufacturers
30

Birla Tyres entered the Indian tyre market in 1991. The manufacturing facilities are located at Balasore in
Orissa. In ten years of operation, it has scaled new heights of productivity. The initial capacity of 1 million
tyres per annum has since been enhanced to 1.5 million tyres per annum. The new millennium saw it roll
out high performance Steel Belted Car and L.C.V.

MRF Tyres and Service Franchise

radials, using state-of-the-art machines with the latest technology from the world famous Pirelli of Italy.
The continuous quest for excellence saw the Birla Tyres team add many feathers to its cap. It has received
ISO 9001, ISO 14000 and QS 9000 certification.

Publicly traded
Contact Persons

Name

Executive Team

Executive Name

Company Website
No

Phone

+91-33-22814516

Designation

http://www.birlatyre.com/
Email

ho@birlatyre.com

Phone
 JK Tyre & Industries Ltd. - Company Profile.

Company Profile: Jk Tyre & Industries Ltd.

Ticker: 530007

Exchanges: BOM
2007 Sales: 27,652,000,000
Major Industry: Chemicals
Sub Industry: Rubber & Tire Mfrs.
Country: INDIA
Employees:

Business Description
JK Tyre & Industries Ltd. Formerly known as J.K.Industries Limited. The Group's principal activity is to design, develop,
manufacture and market of conventional and radial tyres, tubes and flaps. It manufactures truck and bus radials, steel radials
for cars, LCV, trucks and bus. Its radial brands of the Group include Ultimo and Rally.

APOLLO TYRES LIMITED

Apollo Tyres Limited is the premier tyre manufacturing company in India. In truck tyres it has more than 30% market
share. The brand XT7 became the largest selling truck tyre in the country. The vision of the company is to be a leader
in the Indian tyre industry and a significant global player.

Quick Facts

Country

Industry
India

Tyre manufacturing
Listings & its codes
NSE: APOLLOTYRE; BSE: 500877

Head Office

Registered Office
 Website
MRF Tyres and Service Franchise

7 Institutional Area, Sector-32

-

Gurgaon Haryana 122001, India Tel.: +(91)-(124)-2383002 to 18

6th Floor, Cherupushpam Bldg.
Shanmugham Road, Cochin-682031 (Kerala)
Tel.: +(91)-(484)-2381902, 2381903, 2380720

www.apollotyres.com

Bridgestone

The Bridgestone Group (the parent company Bridgestone Corporation and its consolidated subsidiaries) constitutes the world's
largest manufacturer of tires and rubber products. The parent company was established in 1931 in the small town of
Kurume on the island of Kyushu in Japan. Today, the Bridgestone Group has manufacturing bases in 25 countries
and sells products in over 150 countries worldwide. Tires accounted for about 80% of consolidated sales in 2006, with the
remainder made up of a varied range of industrial and consumer products, together with bicycles and other sporting goods.

Headquarters Telephone
1-10-1 Kyobashi, Chuo-ku, Tokyo 104-8340 JAPAN +81-3-
3567-0111
Stock Code - TSE

5108
► Stock Price - TSE

President
Sector
Shoshi Arakawa
 Industries
Opthomology
Industrial & Manufacturing
Established
1931

Listed Homepage
1961
www.bridgestone.co.jp/english/

Market drivers: India

Robust growth rate in all vehicular segments over last 5 years

• Improved capacity utilization by all major manufacturers(>80%)

MRF Tyres and Service Franchise

Decrease in custom and excise duties to nullify increase in raw

Material costs and increases OPM

• Low labour cost: partially offset by low productivity

• Improved credit profile and loan serviceability

Market challenges: India

• The Radicalization challenge- Radial vs. Cross ply Tyres

Global average- 65% India -2%

Why use Radial tyres?

Positives Negatives

Longer life -100,000 kms Comparatively Higher Cost

Better fuel efficiency - 5 to 8% marginally poorer overloading

Lower aspect ratio- Better control

• Other challenges -Poor roads

Misperception that they are unsuited for India

Difficulty to integrate in old vehicles
Lack of radial manufacturing capabilities

Scope and challenges

• Industry poised for a very good growth rate

• More J.V's with world market leaders- better technical

Know-how and quality

• Growth in automobile sector- cumulative effect on

Tyre industry

• Increasing trend in capacity utilization - better output

New and uncharted territories as export markets.

Increasing productivity - both labour and machinery

• Competition from other developing markets

• Increasing raw material costs - will effect OPM

MRF Tyres and Service Franchise

MRF LTD.

"Tyres with Muscle"

MRF Ltd. is the first Indian company to export tyres to the US, the very birthplace of tyre
technology. It is the first company in India to manufacture and market Nylon tyres passenger
 tyres commercially. In 2004, the company's turnover crossed INR 30 billion mark. The company

was given the title of most ethical company by 'Business World' magazine after a survey
conducted in 1999.

Quick Facts

Founder

Country

Year of Establishment

Industry

Listings & its codes

Registered Office

Website

Related Website
K. M. Mammen Mappillai
India

Tyre Manufacturing
1946 as a toy factory

NSE: MRF; BSE: 500290

124,
Greams
Road

Chennai
600
006

India

Tel.:
+(91)-(44)-28292777

Fax: +(91)-(44)-28291844/0562
 http://www.mrftyres.com/
http://www.mrf-exports.com/ (MRF Exports)

Segment and Brands

Truck / Bus Tyres

Light Commercial, Jeep & Utility Vehicle Tyres

Passenger Cars Tyres

⚫ Off the road tyres

Two-Wheelers Tyres
MRF Tyres and Service Franchise

MRF Ltd:

A LEADING PLAYER IN THE TYRE MANUFACTURING INDUSTRY

MRF Limited is engaged in the manufacturing, distribution

And sale of an extensive range of superior quality tyres for

Various kinds of vehicles.
The company's operations relate to manufacture of rubber products, such as tyres, tubes, flaps,
tread rubber

And conveyor belt, as well as specialty coatings for a variety of applications. MRF has six

production facilities in India and around 80 sales offices. From its humble origins in 1946, the

company has come long way to become the market leader in the tyre manufacturing industry.

MRF exports its products to over 75 countries

Worldwide. Today, global tyre manufacturers have to plan and adapt to changes in customer

Demand, fluctuations in raw material prices and availability, while keeping pace with timelines

for shipments; in the face of increasing competition in the global marketplace.

MRF Tyres and Service Franchise

MRF ranked 12th by Crain Communication

MRF, India's largest tyre-maker, has moved up the pecking order. According to the latest report

of Tire Business, published by Crain Communications of the US, MRF's rank has improved to

12th during 2000 from 13th during 1999.

The special report titled, "2001 Global Tyre Company Ranking", covered 72 tyre companies

across the world. Commenting on the improved ranking of MRF, executive director

(marketing), Philip Eapen told ET, "It clearly shows the intrinsic strength of MRF, brand equity

and its ability to protect bottom-line.

He said that MRF is retaining its position as number one tyre company in India for the last

several years. Its improved global ranking comes at a time when the automotive industry is

facing a tough market with tremendous pressure on margins.

At the global level, Bridgestone Corporation was ranked number one by Tire Business, closely

followed by Michelin. Among other major Indian players, J K Industries was ranked 17th

against 16th in 1999 while Apollo Tyres moved up the ladder from 21 to 18 in 2000. Ceat was
 positioned at 20 last year against 19 in 1999.

Eapen said MRF has emerged as the sole supplier of truck tyres to Volvo. While it is the largest

supplier of radial car tyres (40 per cent share) to Telco's Indica with a monthly supply of 10,000

tyres.

MRF was originally started as a small manufacturing unit of balloons, latex cast squeaking toys

and industrial gloves. It was only in the year 1961 that the company started manufacturing tyres.

Today, MRF has 6 manufacturing plants in India located in Tiruvottiyur and Arakonam in Tamil

Nadu, Kottayam in Kerala, Ponda in Goa, Medak in Andhra Pradesh, and one in the Union

Territory of Pondicherry. It has a distribution network of more than 2,500 outlets in the country

and exports tyres in over 75 countries globally. The company established its first office in 1949

at Chennai, Tamil Nadu. It has overseas offices in United Arab Emirates, Bangladesh and

Vietnam.

MRF manufactures the largest range of tyres in India and it has the highest brand preference. It

makes tyres for heavy duty truck, bus, light truck, passenger car to motor sports, rally cars, off

MRF Tyres and Service Franchise

the road earth movers, two and three wheelers, farm service and military service. It is the market

leader and has 26 per cent share in the Rs 19,00000 million Indian tyre industry.

Funskool India is a joint venture between MRF and Hasbro Inc., USA, the world's largest toy company.
Funskool's Goa plant has been making its own moulds for a number of its products,
the most popular of which are Pipsqueaks, a range of low priced baby toys. MRF collaborated

with PIRELLI to manufacture Conveyor Belting. The MRF Conveyor Belt plant in Arkonam,

Tamil Nadu, with an annual capacity of 3000 tonnes, is the most modem belting plant in India.

The company also has a paints and coating subsidiary. It manufactures speciality coatings for

wide range of applications like Metalcoat, Woodcoat Glasscoat etc. MRF made a foray in
retreading as far back as 1970. MRF Pretreads is the most advanced Precured Retreading system

in India. MRF made a foray in retreading as far back as 1970. In the MRF Pretreads system, the

tread rubber is precured from MRF's factory. It also has the specialised expertise required for

retreading Radial Tyres. The company is an original equipment supplier (OES) of radial tyres to

Tata Indica, Hyundai Elantra, Ford Fiesta and many other cars. Volvo also sources most of its

operations.
tyres
from
MRF
for
its
Indian

Financials

The Company swung to loss for the quarter ended December 2008. During the quarter, the

MRF Tyres and Service Franchise

company reported loss of Rs 383 million compared with a profit of Rs 517.50 million in the same
quarter last year. Net sales for the quarter rose 17% to Rs 13,519.70 million, while total

income for the quarter rose 16.81% to Rs 13,560.30 million, when compared with the prior year
period. It reported loss of Rs 90.32 a share during the quarter compared with earnings of Rs 122.03 a
share in previous year period.

Ten Years Financial Summary

(Rs. In Crore)

Sales
2008 2007 2006
2004

5715.52 5036.79 4233.66 3437.13 2989.43

2005
2003
2002 2001
1999

2541.97 2195.62 2050.50 2321.07 2282.95

2000

Other Income
40.83
24.17
27.07
44.90
58.54
65.71
45.08
33.95
36.60
29.85

Total Income
5756.35
5060.92
4260.73
3482.09 3047.97
2607.68
2240.70 2124.45
2357.67 2312.80

Profit Before Taxation

211.39
260.96
99.81
55.34
42.90
167.75
112.50
48.74
96.36 145.67

Provision for Taxation

66.83
89.18
19.90
15.03
14.10
50.37
34.04
17.00
32.30 47.00

Profit after Taxation

144.56
171.78
79.91
40.31
28.80
117.38
78.46
31.74
54.06
98.67

Share Capital
4.24
4.24
4.24
 4.24
4.24
4.24
4.24
4.24
4.24
4.24

Reserves
1116.55
981.91
820.05
749.81

Net Worth
1120.79
986.15
824.29
754.05
723.41
596.39

Fixed Assets Gross

2864.24 2289.77 1955.99
1787.85
1534.47

SECOND QUARTER FINANCIAL RESULTS 2007-2008

YEAR ENDED FINANCIAL 2007-2008

719.17 699.96 592.15 526.51

704.20

1348.80 1224.17 1155.15 1063.35 994.27

THIRD QUARTER FINANCIAL RESULTS 2007-2008

FIRST QUARTER FINANCIAL RESULTS 2008-2009

501.82 445.52

530.75
506.06 449.76

MRF Tyres and Service Franchise

PRODUCT CATEGORY IN TWO

WHEELER SEGMENT
MOTORBIKES
Zapper FM
Features

Front Fitment

Directional Pattern

Good Grip

Available Sizes: 2.75 - 18

Benefits

• Good Stability

Better Maneuverability

Better Traction

MRF Tyres and Service Franchise

MOTORBIKES
Zapper FV
 0
Available Sizes: 2.75 - 18

SCOOTERS
Nylogrip Scooter

www

O Features

Rib Type
 Extended shoulder

Reflective sides

Benefits

Better steering

Good for comering aesthetics

• Safety

Features

Both wheel fitment

Block tread patterns with tie bars

Benefits

Aggressive block design

with excellent road grip

Rigid tread elements for uniform tread wear

Available Sizes: 3.50 - 10

3.50-8

MRF Tyres and Service Franchise

SCOOTERS Nylogrip
Plus FE
Features

⚫ Centre groove
More circumferentially oriented groove

• Extended shoulder

• Channel groove

Available Sizes: 90/100-10

Benefits

Better steering response

Superior wear

Better cornering

Wet traction

SCOOTERS Zapper
FG

Available Sizes: 90/90-12

Features

• Directional
 Extended shoulder

Benefits

• Better wear

Excellent cornery

Good wet traction

MOTORBIKES Zapper
Vyde

Auto Rotate

Available Sizes: 170/70-15, 150/70-15,

MOTORBIKES
Zapper Q
120/80-17 TL

MRF Tyres and Service Franchise

Features

Rear Fitment
 • High Performance Compound

• Aggressive Block Design

Benefits

Excellent Traction

• Better Stability

Better Wet Traction

Features

High performance compound

Rounded and extended Shoulder profile

•Cross over groove

Auto Rotate
Benefits

Excellent traction

Better cornering

Better wet traction

Better wear

Available Sizes: 90/90 18, 100/90- 18,

110/90
18, 120/80-18,
130/80-18, 140/70-18,
140/90-15, 140/70-17

MRF Tyres and Service Franchise

 Awards and Achievements:

In 2000, MRF launched smile campaign on Indian

roads.

MAJOR MILESTONES OF MRF COMPANY

TNS

MRF voted the "Most Trusted" Tyre company In

India by
TNS 2006 global CSR study.

@
2000

JD POWER ASIA PACIFIC

CAPEXIL

MRF won the award for exports.

 JOWER

MEF

MRE: A tough brand

MRF Tyres and Service Franchise

An enterprise that started as a toy ballon maker in 1946 in

South India quickly grew to
become one of India's biggest and respected companies. Renowned for product superiority and
innovation, MRF continues to be the leading tyre maker in India.

MRF crossed the INR 3 bn mark and also became the No 1 tyre company in India. MRF legend

the premium nylon car tyre was introduced.

The MRF pace foundation was set up with international pace bowler, Dennis Lilli as its director.

Not long thereafter, pace bowlers trained at the foundation were selected for the Indian cricket

team. In the year 1989, MRF was the clear market leader in every tyre segment. Once again in

recognition of excellence, MRF was awarded the Vishweshwarayya award for the Best business
house in India.

MRF collaborated with Hasbro Intl USA, the world's largest toy makers, and launched funskool

in India. Company also entered into collaboration with Vapocure, Australia to manufacture

polyurethane paint formulations and with Pirelli muscleflex, conveyor, and elevator belting.

MRF also opened the MRF tyredrome, India's first tyre company owned wheel care complex at
Madras.

MRF brought the 6th world cup boxing championship to Mumbai the first of its
kind- with 39
countries participating. In 1993 & 1995 the company was voted by the far eastern economic
review as one of the ten leading corporate groups in India and a leader in Asia. During the same

time MRF was selected as one of India's most admired marketing companies by the readers of

the A&M magazine.

The company's turn over crossed INR 15 bn in the year 1995.In 2000, MRF launched smile

campaign on Indian roads. It also launched ZVTS tyres for passenger cars in
2000.
MRF wins JD power award in 2003 & 2004. So far it has taken 6 JD awards.

IN the year 2004, MRF's turnover crossed INR 30 bn mark. In 2005, MRF wins the it's third

APRC rally. In 2006, MRF's turnover crossed the 5000 crore mark.

MRF Tyres and Service Franchise

COMPANY PROFILE

MRF Tyres and Service Franchise

INTRODUCTION OF MALAISOODI TYRES

Establishment:

On March 8th 2002, the MALAISOODI Tyres authorized dealer for

MRF tyres. It was inaugurated by Mr. Charles(Regional manager) & Asst District Manager Mr.

Edison, regional office, Chennai.

MRF company follows the corporate identity for the establishment of

showrooms across the country.

Corporate Identity:
It means the company has its policy in respect of land, building, paints & timing of
showroom.
It considers the following factors while starting a showroom as per the Corporate Identity.

Location: Every commercial phenomena needs a good location. It up lifts the

business process. Malaisoodi Tyres situated in a main road and it is connected to a

bus stand.
i)

ii)

iii)

iv)
Building: For customer attraction a well planned infrastructure is essential. It
has
2500 sq. ft area of show room. As well as 1000 sq feet for gowdown, which is
connected with show room.

Machinery: To install the tyres in proper way it has different machines like ...
 a) Tyre Fermant machine

b) Air Compressor

c) Wheel alignment tooling machine

Labours: The labours are the base for any organization. In Tuticorin, there is no
problem for required labours for this business. Malaisoodi Tyres has sufficient and
skilled workers.

Key Competitors: Newly established Appollo Tyres Show rooms and other local
branded
tyre showrooms. But these have not any significant effect on show room activities.

MRF Tyres and Service Franchise

SPECIFICATIONS OF CORPORATE IDENTITY

1) Showroom must be situated in a place which should have easy connectivity.

2) Show room must have the length of 1000 sq.ft.

3) Frontage of 20 feet connected with gowdon of minimum 500 sq.ft.

4) Display of racks, inside & outside showroom colour, display boards, tiles, reception

table, as per the company specifications.

5) Showroom should have automotive tyre fitment machine which must be placed in the
showroom visible to the customers.

6) Company decides monthly sales target, on the basis of population and number of
 vehicles. Target goes on renewing and dealer must compulsorily achieve the target.

7) Company has regional offices, so as to fulfill the needs of a dealer. It also has employed,

technical supervisor, sales supervisors.

DUTIES OF TECHNICAL SUPERVISION:

1) To look after the dealers problems.

2) To facilitate any changes in price of a tyre any improvements, and to inform the new
tyres which are going to introduce in the market.

3) Technical Supervisor is a qualified technical person who actually completed engineering

and got training regarding tyres and tubes specifications.

4) One regional office covers 4 districts. Tuticorin comes under regional office of Chennai.

MRF Tyres and Service Franchise

5) Company usually replaces tyres if tyres are found to have minimum of 5% manufacturing
defects.

DUTIES OF SALES SUPERVISOR:

1) Twice in a month he visits the dealer.

2) Collects information about the customer.

3) Visiting each and every customers and informing them about quality and price of tyres.
 4) He helps the dealer to increase the sales and works with them to achieve the monthly

targets.

DEPARTMENT OF MALAISOODI TYRES, TUTICORIN

To provide better service Malaisoodi TYRES has made 3 sections. They are as follows.

1) Sales Section

2) Accountant

3) Service station.

SALES SECTION

To achieve increased sales Malaisoodi Tyres has separate sales section. It provides the

quotations and all information regarding the tyres to the customers. Sales section plays

significance role in achieving targets by. It has to provide all information regarding sales to

regional sales supervisor.

ACCOUNT SECTION

It collects all information of transaction and records in systematic manner. It maintains

different account books for different tasks. It also maintains ledgers and regular balance

sheets.

MRF Tyres and Service Franchise

DISRTIBUTION CHANNEL: The company has vertical marketing system.

The
structure of the marketing system.
 FACTORY

REGIONAL OFFICE

DEALERS

(MALAISOODI TYRE)

Main Dealer

CUSTOMER

MRF Tyres and Service Franchise

Type of tyres 2010- 2011-12

11
2012-13*

Truck Buses
122
146
160

Light Commercial
28
 36
88

Vehicles

Jeep/trekker/Trax
40
60
100

Car BIAS ply

44

Car radials
240
480
700

Motorcycle(Light
900
1500
2250

motorcycles)

Moped
50
120
150

Scooter
40
40

Auto
100
350

132
180
150

Tractor rear
12
40
 60

Tractor front
4
10
20

Tractor trailor
20
20
20

3000

2500

2000

1500

1000

500

2006
MRF Tyres and Service Franchise

Motorcycle
(Lightmotorcycles)
 2007
2008

200

Moped
Motorcycle (Lightmotorcycles)

180

160

140

120

100

80

60

40

20

2005
2007
2008
 53
Moped

200

Scooter
MRF Tyres and Service Franchise

180

160

140

120

100

80

60

40

20

2006
2007
2008
Scooter

MRF Tyres and Service Franchise

RESEARCH METHODOLOGY

To achieve the stated objective a survey was conducted at Tuticorin city regarding
customer "satisfaction towards MRF Tyres" provided by Malaisoodi Tyres show room Tuticorin.

Primary Data:

Primary data is collected by the random sampling method. Here we have randomly

interviewed 50 customers through Questionnaire and personal interview and collected the

primary data.

Secondary Data:

These are generally published sources which have been collected originally for some

other purpose, they are not gathered specially to achieve the objectives of the particular research

project hands but already assembled.

Survey Techniques:

Once the researcher has decided to use survey method for collecting data he has to

make a decision to adopt any one of the following survey

techniques.

1. personal interview

2. telephone survey

3. mail survey

MRF Tyres and Service Franchise

 CHAPTER III
MRF Tyres and Service Franchise

DATA ANALYSIS

AND

INTERPRETATION
Data Analysis:
MRF Tyres and Service Franchise

DATA ANALYSIS AND INTERPRETATION

I have conducted marketing survey on 50 customer to analysis their satisfaction level, for

this purpose I have prepared a questionnaire to collect the information from them. Among these

50 customers, only some of them responded as per that now we will see the analysis of the

collected data.

1. The following tables shows the factors which motivated the customer to purchase the

"MRF TYERS"

0.35
MRF Tyres and Service Franchise

0.3

0.25

0.2
 Series2

0.15
31%
Series1

0.1
9% 21%
16%
13%
0.05

FACTORS
Friends
Brand Image
Advertisement
Relatives
Self-decision

Interpretation:

The above table & graph shows that:

A. 16 customers have purchased MRF Tyres by there own decision.

B. 8 customers have purchased MRF Tyres by there Friends recommendation.

C. 9 customers have purchased MRF Tyres by its Brand Image.

D. 9 customers have purchased MRF Tyres on the basis of Advertisement.

E. 8 customers have purchased MRF Tyres on there Relatives recommendation.

 MRF Tyres and Service Franchise

2. The following tables shows the level of satisfaction of customer need/purpose of

purchasing "MRF TYRES"

Fully Satisfied
Satisfied
Dissatisfied Fully
dissatisfied
Total
23

17

50

Dissatisfied 13%
Fully dissatisfied
7%

Satisfied 35%
Fully Satisfied 45%

Interpretation:
 The above graph shows that:

45% of people are fully satisfied with the purchase of MRF tyres.

35% of people are just satisfied with the purchase of MRF tyres.

13% of people are dissatisfied with the purchase of MRF tyres.

7% of people are fully satisfied with the purchase of MRF tyres.

Fully Satisfied Satisfied
Dissatisfied Fully dissatisfied

3. As compare to other tyres the "MRF TYRES" are rated as below.

A) Price of Tyres

Strongly Satisfied
Satisfied

Not Satisfied
Fully Not Satisfied
Total
Interpretation:
MRF Tyres and Service Franchise

15

16

10

50

30% of customers are strongly satisfied with the price of MRF tyres.

35% of customers are satisfied with the price of MRF tyres.

21% of customers are not satisfied with the price of MRF tyres.

14% of customers are fully not satisfied with the price of MRF tyres.

B) Quality Of Tyres:

Strongly Satisfied
Satisfied
Not Satisfied
Fully Not Satisfied
Total

Interpretation:
45% of customers are strongly satisfied with quality of the tyres.

30% of customers are satisfied with quality of the tyres

16% of customers are not satisfied with quality of the tyres

9% of customers are fully not satisfied with quality of the tyres.

23

15

50
 C) Durability of Tyres

Strongly Satisfied
Satisfied

Not Satisfied
Fully Not Satisfied
Total

Interpretation:
45% of customers are strongly satisfied with durability of tyres

32%of customers are satisfied with durability or tyres

14% of customers are not satisfied with durability or tyres

23

16

50

MRF Tyres and Service Franchise

100% 100%
90%

-80%

70%

60%

50%
42%

28%
40%

-30%

17%
13%
-20%

10%

-0%
Fully Satisfied Satisfied
Not
Fully Not
Total

satisfied
Satisfied

Interpretation:
As per the above chart it shows the details:

28% of customers are fully satisfied

42 % of customers are satisfied

17% of customers are not satisfied

13% of customers are fully not satisfied

6) The following table's shows the behavior of the showroom people while taking quotations

or purchasing the "MRF TYRES".

Very Friendly
Friendly Not
friendly
Don't know
Total
17

22

50

MRF Tyres and Service Franchise

24% customers prefers the MRF tyres due to the reasonable price

22% customers prefers the MRF tyres due to its durability

16% customers prefers the MRF tyres due to its service

 9) The following tables shows the problems faced by customers while purchasing "MRF

TYRES"

Lack of Information

Non co-operation of show room people

Delay No
problem
Total
11

8
17

50

54%
60%

50%

40%
Lack of Information

Non co-operation of show room people

30%
22%
☐ Delay
17%
20%

10%
☐ No problem

0%
 1

Interpretation:
22% customer faced the problem due to lack of information

07% customer faced the problem due to non cooperation of show room people

17% customer faced the problem due to delay

54% customer faced no problem

MRF Tyres and Service Franchise

CHAPTER IV

FINDINGS
MRF Tyres and Service Franchise
⇒ 31% of customers have purchased on there own decision. They have decision

on the basis of experience and some customers have taken after making

comparison with other tyres. Hence it reveals that customers are satisfied with

"MRF TYRES"

⇒ Majority of customers means 45% are satisfied with the fulfillment of their

need/purpose.

⇒ Only 30% of customers are fully satisfied with price of the tyres about 21%

are not satisfied and 14% of customers are fully not satisfied with the price.

⇒ About 45% of customers are fully satisfied,30% of customers are only just

satisfied and 16% are not satisfied with the quality.

⇒ About 45% of customers are satisfied with durability of tyres, and 14% are not

satisfied with durability.

⇒ About 42% of customers are fully satisfied with the performance of the tyres,

and only 14% are dissatisfied.

SUGGESTIONS
SUGGESTIONS TO SHOWROOM:
MRF Tyres and Service Franchise

Showroom must recruit well qualified and skilled labours that care about the

customer. It will abolish the problem of unskilled and poor quality service.

Showroom employees and workers should maintain friendly relation with every

customers.

Showroom should provide the remolding system to the existing customers.

Showroom should maintain tyres, tube, air compression machines etc,. which are

needed to the customer at any time.

Always adopt the improvement of servicing system and keep the showroom in

good conditions.

о
о

MRF Tyres and Service Franchise

SUGGESTIONS TO COMPANY:

The company should reduce the price of there products.

Improve the distribution network and make available the products in

needed time of customers.

Company always keeps some prizes and gifts to attract the customers.

The products should advertised in the Regional TV channels and in

leading newspaper must.

MRF Tyres and Service Franchise
 CHAPTER V

76

Strategic Group Analysis

MRF Tyres and Service Franchise

Strategic Group Analysis is a method to find the nearest competitor and analysis his competitive

advantage and change your strategies to meet him in the market.

A strategic group is a concept used in strategic management that groups companies within an

industry that have similar business models or similar combinations of strategies. For example,

the restaurant industry can be divided into several strategic groups including fast-food and fine-
dining based on variables such as preparation time, pricing, and presentation. The number of

groups within an industry and their composition depends on the dimensions used to define
the

groups. Strategic management professors and consultants often make use of a two dimensional

grid to position firms along an industry's two most important dimensions in order to distinguish

direct rivals (those with similar strategies or business models) from indirect rivals. Strategy is the

direction and scope of an organization over the long term which achieves advantages for the

organization while business model refers to how the firm will generate revenues or make money.

Hunt (1972) coined the term strategic group while conducting an analysis of the appliance

industry after he discovered a higher degree of competitive rivalry than suggested by industry

concentration ratios. He attributed this to the existence of subgroups within the industry that

competed along different dimensions making tacit collusion more difficult. These asymmetrical

strategic groups caused the industry to have more rapid innovation, lower prices, higher quality

and lower profitability than traditional economic models would predict.

Michael Porter (1980) developed the concept and applied it within his overall system of strategic

analysis. He explained strategic groups in terms of what he called "mobility barriers". These are

similar to the entry barriers that exist in industries, except they apply to groups within an

77

MRF Tyres and Service Franchise.

industry. Because of these mobility barriers a company can get drawn into one strategic group or

another. Strategic groups are not to be confused with Porter's generic strategies which are
internal strategies and do not reflect the diversity of strategic styles within an industry.

Example chart:

Strategic Group Analysis

Strategic group analysis identifies groups of competitors with similar strategic characteristics.

National

Geographic
Coverage
Regional

Local
Single office
businesses

None
Medium size
businesses

Mortgages
Corporate Financial
Services Companies
 Personal Financial Services

Service Diversification

Strategic Group Analysis for Malaisoodi Tyres is given below:

Level of Tyres and services

turnover in Tuticorin market
Samy Tyres

Malaisoodi Tyres
MRF Tyres and Service Franchise

Tuticorin Tyres

Allwin Tyres

Competitors in Tyres and services in Tuticorin Market

NEW BUSINESS EXPANSION

MRF have introduced Truck Alignment with modern technology to it Dealer, Now Malaisoodi

Tyres have a competitive advantage to meet Samy tyres in truck tyre sales and services.

Truck alignment is a maintaining step for truck tyre life and fuel efficiency step in truck

alignment is given below

wheel balance and alignment troubleshooting tips will help you pinpoint the truck's symptoms so

that you can convey useful information to a repair person. Potential solutions are a guide to help

you understand your truck, but should not be used to make a diagnosis.

Constant shake or vibration at all speeds

79

Bad tire

Bent wheel

Constant shake or vibration at specific speeds or ranges

Out of balance wheel or wheels

Vibration when you hit a bump

Worn or loose steering or suspension parts

Loose front wheel bearings

Constant steering wheel vibration

Problem in the front wheels

Constant vibration in the seats

MRF Tyres and Service Franchise

Problem in the rear wheels

Pull or Drift

Incorrect tire pressure is the most common cause of pull (vehicle wants to go quickly to the left

or right) and drift (truck makes a gradual direction change).

Issues with Radial Tires

Do you feel a consistent pulling to the right or to the left? It might be radial pull, which can

occur anytime, even with new tires. If you have the ability and tools, try switching tires side-to-

side (left side tires with right side tires). If the pull changes directions or stops, you're dealing

with radial pull.

MRF Tyres and Service Franchise

Steering Alignment or Worn Parts

If the alignment is out of spec or you have worn steering components, the vehicle will pull or

wander (you must constantly correct to the left and right).

TECHNOLOGY COMPETITIVE ADVANTAGE

Cutting Edge Design & Technology:

Bee Line built its exceptional reputation by producing state-of-the-art, quality equipment through

innovating at every opportunity.

Continuous process improvement, providing the very best in testing, maintenance and
alignment

technology results with innovative products that meet our ambitious standards.

Being an innovation leader requires a highly qualified, skilled and inspired staff. Careful

personnel planning, internal and external collaboration and on-going research ensures that

industry standards are constantly surpassed.

Bee Line boasts complete in-house manufacturing capabilities:

MRF Tyres and Service Franchise

Mechanical design and engineering

Internal software development team

Electronics engineered in-house

A modern manufacturing facility

Leading-edge Quality assurance lab

In-house design, internal software development, world class manufacturing capabilities, ISO

certified, national and international sales team and legendary customer service make Bee Line

uniquely self-reliant.

Computerized Wheel Alignment;

Bee Line invented laser alignment technology to achieve the most accurate wheel alignment
measurements on the market today. The bright laser beams on our state-of-the-art LC7500 Laser

Guided Computer Wheel Alignment Systems are highly visible and help the operator become

more confident and efficient. The entire system can be calibrated in a few minutes right in your

shop, lowering your cost of performing alignments and improving profit potential. With accuracy

up to .005", our systems produce the results

you
demand.

The LC7500 Laser Guided Computer Wheel Alignment System was developed to significantly

lower your cost of performing alignments and increase productivity, therefore improving profit

potential.

Built-in Calibration lowers costs and increases productivity

Exclusive in-house software design with updates at no additional charge

MRF Tyres and Service Franchise

CHAPTER V
 CONCLUSION

According to the study I conclude that the MRF TYRES company satisfies the customer

need and the purpose, but only problem is with the service given to the customers by the

showroom. So, as per study in my opinion based on project I can say that MRF TYRES should

think about the service provided by showrooms in order to capture the maximum market

segment.

According to Tuticorin city the market is vast almost the whole district customers and

other new people purchase the MRF Tyres because it is old brand running tyres in market.

Almost people demands the MRF Tyres comparing to other company tyres.

MRF Tyres and Service Franchise

Company provide more advertisement and always keep customers need with

development of MRF Tyres.

 "Customers Satisfaction towards MRF TYRES in Tuticorin city"

QUESTIONNAIRE

Dear Sir/Madam,

(Please tick (V) appropriate answer in the box/space)

I. Customer Introduction:

a. Name

b. Address

c. Occupation/Job:

II. Which factors motivated you to purchase “MRF TYRES”?

A: Friends
[]
B: Brand Image
[ ]

C: Advertisement
[]
D: Relatives

E: Self decision
[ ]
F: Others
MRF Tyres and Service Franchise

[]

III. To what extent the "MRF TYRES" has satisfied your purpose / need?
 A: Fully Satisfied

C: Dissatisfied
[]

[]
B: Satisfied

D: Fully Dissatisfied
[]

[ ]
[ ]

IV. As compare to other tyres how do you rate the following characteristics of your

"MRF TYRES”

Characteristics
Excellent
Very good
Good
Average
Price

Quality
Durable

Performance

Mileage

V: What is your opinion about "MRF TYRES"?

A: Excellent

C: Good
[]
B: Very Good
 [ ]

[]
D: Bad
[]

VI: what was the behavior of show room people while taking quotations or while

Purchasing "MRF TYRES"?

A: Very Friendly
[ ]

B: Friendly
[]

C: Not-Friendly
[ ]

D: Don't Know
[]

VII: What is your opinion about "service charges" in the show room?

A: Very Reasonable

B: Reasonable
[]

C: Costly
[]

D: Very Costly
[]

VIII: Why did you prefer "MRF TYRE”?

A: Quality
[ ]
 B: Price
[ ]

C: Service
[]

D: Durability
[ ]
MRF Tyres and Service Franchise

IX: What problems faced while purchasing "MRF TYRES"?

A: Lack of information's
[ ]

B: Non co-operations of show room peoples

[ ]

C: Delay
[ ]

D: No problem
[ ]

X: Give your valuable suggestions to improve "MRF TYRES"?

A:

B:
C:

***************THANK YOU*