Marketing project report

“A COMPARITIVE STUDY ON DEALER SATISFACTION ON SERVICES

PROVIDED BY FUEL INJECTOR COMPANIES”.

BY

VINOD.G

Reg. No. 31708631120

OF

DEPARTMENT OF MANAGEMENT STUDIES

ST.JOSEPH’S COLLEGE OF ENGINEERING

Accredited by NBA (ISO 9001:2001 Certified institution)

Approved by AICTE New Delhi & Affiliated to Anna University

, Chennai- 600 119.

A PROJECT REPORT

Submitted to the

FACULTY OF MANAGEMENT STUDIES

In partial fulfillment of the requirements

For the award of the degree

Of

MASTER OF BUSINESS ADMINISTRATION

IN

FINANCE & MARKETING

ANNA UNIVERSITY

SEPTEMBER- 2009

1

ST .JOSEPH’S COLLEGE OF ENGINEERING

JEPPIAR EDUCATIONAL TRUST

JEPPIAR NAGAR, RAJIV GANDHI ROAD, CHENNAI – 119

(Affiliated to Anna University)

BONAFIDE CERTIFICATE

Certified that the project report on “A COMPARITIVE STUDY ON DEALER

SATISFACTION ON SERVICES PROVIDED BY FUEL INJECTOR

COMPANIES” is the bonafide work of VINOD.G who carried out the project

work under my supervision. Certified further that to the best of my knowledge the

reported herein does not form part of any other project report or dissertation on the

basis of which a degree or award was conferred on an earlier occasion on this or

any other candidate.

Dr.R.Radjamanogari Dr. Jayashree Krishnan,

M.B.A.,Ph.D B.Sc., M.B.A., Ph.D

INTERNAL GUIDE HEAD OF THE DEPARTMENT

Dept of Management studies Dept of Management studies

St.Joseph’s College of Engg St.Joseph’s College of Engg

Rajiv Gandhi Road, Rajiv Gandhi Road,

Chennai – 600 119. Chennai – 600 119

2

DECLARATION

I, VINOD.G, student of DEPARTMENT OF MANAGEMENT STUDIES,

ST.JOSEPH’S COLLEGE OF ENGINEERING, CHENNAI would like to declare

that the project titled “A COMPARITIVE STUDY ON DEALER SATISFACTION

ON SERVICES PROVIDED BY FUEL INJECTOR COMPANIES” done at

Delphi-TVS Diesel systems Ltd., Chennai, Tamil Nadu for the partial fulfillment

of M.B.A course of ANNA UNIVERSITY is my original work.

Place:

Date:

(VINOD.G)

3

ABSTRACT

The project work was undertaken in Delphi-TVS diesel system limited,

located in Mannur, Chennai. The topic was “A COMPARITIVE STUDY ON

DEALER SATISFACTION ON SERVICES PROVIDED BY FUEL INJECTOR

COMPANIES”. In this study a comparative analysis of FIE companies is

performed by the satisfaction level of different automobile service dealers such as

FORD, TATA, FIAT, and MAHINDRA & RENAULT considering certain

aspects. This comparative analysis was performed for the following FIE

companies, Delphi-TVS, BOSCH, SIEMENS and DENSO LIMTED.

The research was done on the basis of Primary data collected from the

different automobile service dealers .Primary data were taken for the Analysis, for

the duration of 15days. Technical tools were applied on the satisfaction level of

automobile service on different variables in order to determine the effectiveness of

four FIE manufacturing companies.

The technical tools used were, FREQUENCY TABLE, KRUSKAL-

WALLIS TEST, ONE-WAY ANOVA and POST-HOC TEST.

4

ACKNOWLEDGEMENT

At the outset, I thank God for granting me the opportunity to complete my project.

I would like to express my gratitude and extent my best wishes to all people who guided ,

inspired and motivated me during this project

I would like to express my sincere thanks to our beloved chairman Thiru. Dr.

JEPPIAR, M.A., B.L., Ph.D., for his sincere endeavor in educating us in his premier

institution and our Director. Dr. Babu Manoharan M.A., M.B.A., Ph.D., who was

responsible to molding our things to complete this project.

I would also like to express my thanks to our Principal Dr. Jolly Abraham,

M.E., Ph.D., and the head of department Dr. Jayashree Krishnan B.Sc., M.B.A, Ph.D.,

for their guidance and advice all through our tenure.

I would like to express my deep gratitude to my guide

Dr.R.Radjamanogari M.B.A, Ph.D., for her guidance and motivation.

I am thankful to DELPHI-TVS, Mannur for providing me an opportunity to

undergo training.

My sincere gratitude to Mr. Sandeep Srivatsava, AGM, Marketing, of Delphi-

TVS without whose motivation and encouragement this report would not have been

possible.

My sincere thanks to Mr.Vijay Maran, Officer, Marketing of Delphi-TVS for

providing constant help during the period of training.

I gratefully remember all the members who helped me in one way or other,

directly or indirectly and I pray to god for their happiness.

5

Sr No

TOPICPage No.

Abstract I

Acknowledgement II

1 INTRODUCTION

1.1 Company Profile 9

1.2 Need for the study 18

1.3 Scope of the study 18

1.4 Objective of the study 19

1.5 Limitations of the study 19

2 REVIEW OF LITERATURE 20

3 RESEARCH METHODOLOGY 23

4 ANALYSIS AND INTERPRETATION26

5 FINDINGS, SUGGESTIONS & CONCLUSION62

6 BIBLIOGRAPHY63

7 APPENDIX

6

CHAPTER I

1. INTRODUCTION

Fuel injection is a system for mixing fuel with air in an internal combustion engine. It

has become the primary fuel delivery system used in gasoline automotive engines, having

almost completely replaced carburettors in the late 1980s.

Marketing is essentially about marshalling the resources of an organization so that they

meet the changing needs of customers on whom the organization depends. As a verb,

marketing is all about how an organization addresses its markets.

Marketing is “The management process which identifies anticipates and supplies

customer requirements efficiently and profitably”.

“Marketing is a total system of interesting business activities defined to Plan, piece,

promote and distribution want satisfying products & services to present and potential

consumers”

- William. J. Stantion

“Marketing is the performance of business activities that direct the follow of goods and services from the producer to the consumer or user”

- American Marketing Association

A social and managerial process, by which individuals and groups obtain what they need

and want, through creating and exchanging product and value with others. Customer

satisfaction begins with a difficult faith; it starts with a commitment to deliver the result

for each customer which is also a concern of the dealers. Hence for a manufacturing

company, in order to satisfy its customers, it is highly important to satisfy its dealers, as

they are the direct customers to them. Establishing satisfaction as the ultimate goal is like

the other ultimate goals of business pursuit of higher profits or shareholders wealth.

7

Perfect dealer service or satisfaction is one that meets the combined need satisfaction is a

systemized service that involves the entire organization. But many organizations have yet

to develop this kind of awareness of dealer satisfaction strategy. Dealer Satisfaction

begins with the following specific assumptions about company’s relationship with the

customers.

1. The dealer service activities focus mainly on existing dealers.

2. Some dealers are more important than others

3. They are the assets.

4. The dealer is always specific.

The dealer needs and value should influence every aspect of the organization strategy,

employee safety and performance, product and organization strategy, employee safety

and performance, product and service development, sales and marketing programs,

operational procedures and information and measurement system.Understanding the

dealer is critical to the success of any customer focus initiative, the first step in

understanding the dealers is to listen to them. A company needs to hear what its dealers

are saying about its people, product service and vision. Their information helps to

develop meaningful product and service.

Organizations need to listen to their dealer satisfied, dissatisfied neutral and prospective.

As one company executive said, “talking to a satisfied customer is talking to myself”.

In the past, dealer satisfaction and service was the responsibility of a separate

organization that supported the dealer primarily after the sale. Today, service is also

likely to be interested with the every product accompany offers. High dealer satisfaction

comes from providing effective services. But giving that service is a continuous activity.

It means being efficient, reliable, courteous, curing and professional every time.

8

1.1. Company Profile

Delphi TVS Delphi-TVS is a joint venture between Delphi Corporation, USA and T.V. Sundaram

Iyengar & Sons, India manufacturing Diesel Fuel Injection Equipment for Cars, Sports

Utility and Multi Utility Vehicles, Light Commercial Vehicles, Tractors, Single & Two

Cylinder engines. Delphi is the largest automotive supplier in the world and TVS is the

largest automotive systems supplier in India. The company has a track record of sustained

growth since it was set up. Delphi-TVS have obtained ISO/TS 16949 and ISO 14000

certifications. The company has been honored by the ACMA Gold Award for

Manufacturing Excellence, ACMA Technology Award, Manufacturing Excellence Gold

Award from Frost & Sullivan and Delphi Asia Pacific Environmental Excellence Award.

Delphi-TVS have also won the JIPM TPM Excellence Award (First Category).

Delphi-TVS has invested extensively on facilities, which include engine test cells,

emissions test equipment, endurance test rigs, pump calibrating rigs and CAD systems to

develop products and applications to meet the ever increasing demands of customer

requirement.

Vision & culture

To be recognized by the customers as their best supplier of Diesel Fuel injection Systems.

Striving for excellence and exceeding customer’s expectations.Our customers and

community have recognized Delphi India's commitment to improvement, quality, health

and safety, and the environment. We are proud to have received the following awards:

9

Achivements:

2008

o "2008 Cost Effectiveness Award" from Tata Motors for supplying high-

quality and cost-effective electronics and safety products for the Tata

Nano platform

o "Overall Performance Award" from Maruti Suzuki

2007

o "Haryana State Safety & Welfare Award, 2006" with first prize for

"Longest Accident Free Period" in the small scale industries category

2006

o Award for "0" PPM (parts per million) Quality Performance from Nissan

o Quality Certificate from Toyota

2005

o Achievement Award for Quality and Delivery from Honda Scooters and

Motorcycles India (HSMI)

2004

o Health & Safety Leadership Award for completing eight years without a

Lost Work Day/Recordable from the National Safety Council

10

Some Clients of Delphi-TVs

11

Some of their Products

Light Duty common Rail Diesel common Rail

Medium Duty common Rail Twin CYL UPCR

SINGLE CYL UPC TVS-053

12

Vehicle and Product Application

The following are some of the Products offered by the company and their corresponding

applications in various vehicles.

VEHICLE PRODUCT APPLICATION

Heavy Duty Medium duty Rail System(MDCR)

Car/MUV’s/SUV’s Light Duty Common Rail(LDCR), Rotary DPCN

Electronic

Small/LTV Unit Pump Common Rail System, Mechanical unit Pump

13

Tractors Rotary DP 210, Rotary STP -2

BOSCH

COMPANY PROFILE

As the world's leading manufacturer of diesel injection systems, Bosch has available the

perfect system for every customer and every application.

Fuel Injection Equipment often referred to as the heart of the engine, plays a major role in

its performance, emission and reliability. Fuel Injection Equipment plays a critical

function of injecting a metered quantity of fuel, at a predetermined time and in a

predetermined fashion. For a given engine, the requirements vary with speed, load and

operating conditions. The requirements also vary from engine to engine. With technical

developments made in both in the engine and fuel injection equipment over the last few

years, diesel vehicles have changed their image from being sluggish and noisy to a more

sporty, cleaner and comfortable one.

Diesel Fuel Injection Equipment (FIE) has been the core business of Bosch Ltd., right

from its inception in 1951. Today Bosch Ltd.continues to be a supplier of FIE to a

majority of Original Equipment Manufactures (OEMs) with a market share of over

81%. Bosch Ltd. has also earned a place for itself, in the Bosch world, where it has been

identified as Center of Competence for Single Cylinder pumps, Multi-Cylinder Inline

('A' and ‘P” type) and Distributor pumps (Mechanical and Electronic type). In addition to

the range of mechanical pumps, Bosch Ltd. with the support of Bosch has introduced

Electronic Diesel Control (EDC) systems such as Distributor pumps (Electronic type) and

Common Rail Systems (CRS) in India.

14

6.2.2 Some Clients of Bosch

SIEMENS INDIA

COMPANY PROFILE

The Siemens Group in India is a unique player in the field of electrical and electronics engineering. We have the capability to integrate diverse products, systems and services into turnkey solutions across the life- cycle of a project. Innovation is our strength. But it’s not the only one. Our customers also know that they can rely on us to execute quality projects, while delivering value.

In all areas of our operation, we provide the complete range of offerings. In the Energy sector, our expertise ranges from power plants to turbines and in the Industry sector, we build airports, as well as produce contactors. In Transportation, we deliver complete high-speed trains, right down to safety relays, whereas in Lighting, we illuminate large stadiums and also manufacture small light bulbs. In Healthcare, we execute complete solutions for hospitals, as also provide “in- the canal” hearing aids. And, the thread that connects all our businesses is Information technology.

We have a wide presence across the country, where our operations include 17 manufacturing plants and an extensive network of Sales and Service offices. We are also part of a vast global network of 475,000 people, operating in over 190 countries, which serves to enhance our standing.

15

http://www.siemens.co.in/en/about_us/index/our_business_segments/information_and_communication.htm

http://www.siemens.co.in/en/about_us/index/our_business_segments/healthcare.htm

http://www.siemens.co.in/en/about_us/index/our_business_segments/lighting.htm

http://www.siemens.co.in/en/about_us/index/our_business_segments/transportation.htm

http://www.siemens.co.in/en/about_us/index/our_business_segments/industry.htm

http://www.siemens.co.in/en/about_us/index/our_business_segments/energy.htm

http://www.forddesktops.com/v1/desktop.asp?file=logos/Ford_Corporate_Logo_2003.jpg

Drive Technologies (DT)

Siemens Drive Technologies has been enhancing customer productivity and efficiency in industries ranging from aerospace, automobiles, and oil and gas to plastics, packaging, logistics and material handling. The division offers complete electrical and mechanical technologies and components including standard and large drives applications covering the entire drive train.

Drives Technology

Factory and Process Automation

Low Voltage Switchgear and Motor

Manufacturing Execution Systems

Products and Systems for Industry

Products for Building and Infrastructure

Windmill Generators

Services, Maintenance and Support

Training

DENSO

COMPANY PROFILE

DENSO, as one of the leading global suppliers of advanced technology, systems and

components, serves most the world's major car makers. Our diverse product line includes

car air conditioning and heating systems, electrical automotive and electronic control

products, fuel management systems, radiators, instrument panel clusters, filters, robotics,

telecommunication products and information processing devices.

DENSO has accumulated more than 50 years of experience in the automotive industry

and in this span of time, established 115 international companies in 31 countries with

16

approximate total staff strength of 95,000 associates (worldwide). Within the Asia-Pacific

region, there are 45 companies in 12 countries with 32,800 associates.

Working to become a Corporation with a broader social presence, DENSO does not stop

at technology innovations that make the automobile more environmentally friendly, safer

and pleasant to drive, but is also venturing into areas that will help foster and enhance our

social connections with people.

We are extending our technological know-how of robots development in the hope of

creating a more environment-friendly workplace. DENSO is also expanding into the

world of personal communication by forming R&D tie-ups with some of the world's

largest companies to translate our technology of car electronics into world-class IT

products.

As our business expands, we become more aware of the impact that our operations have

on the environment. As such, we are working harder to achieve harmony with economic

prosperity and environmental protection by planning to reduce waste, emissions and air

and water pollution even before production begins. In order to achieve this, we, at

DENSO, monitor the chemicals used in our operations and in particular, commit itself to

the ongoing development of alternatives to lead.

It is, thus, our hope that through our technological innovations and dedication to making

the world a more pleasant place to live in, we will succeed in developing the automotive

industry into one of the largest industries in the 21st century in the region.

GLOBAL MISSION

Contributing to a better world by creating value together with a vision for the future.

COMPANY VISION

17

To Maximize DENSO's growth and management efficiency throughout Asia with foresight, expertise, planning and action.

CUSTOMERS

To gain customer's trust through our innovative solution and service, and by synergizing function, production and sales.

1.2. NEED OF THE STUDY

As there are a number of dealers dealing with Fuel Injection Products, the study was

conducted to know the automobile service dealers satisfaction towards Delphi-TVS and

their competitors. This in turn enables the company to enhance its stringent

competitiveness in the auto parts market.

1.3. OBJECTIVES

1. To carry out a comparative analysis of fuel injector companies according to the

satisfaction level of automotive service dealers.

2. To find the factors influencing the dealers to deal with FIE Products and their

respective manufacturing companies.

3. To identity the dealers’ suggestions with respect to FIE.

1.4. SCOPE OF THE STUDY

1. The project is focused on the selected dealers in Chennai city.

2. The data collection is carried out in Chennai for a period of 10 days.

3. The project focuses on the quality, reliability, reponse time, support, satisfaction level

and price level of the FIE products and their respective manufacturers.

18

4. The study enables to know the expectation of the dealers and consequently the

customers.

5. The project highlights the scope for future improvements on the basis of present scale.

1.5. LIMITATIONS OF THE STUDY

1) Since the survey was done only in Chennai the result obtained may not be taken as

universal suggestion.

2) Quality of the information highly dependent on the knowledge of the respondents.

3) Concern person of in charge of the service centre may change, so that their assessment

of the product and the relationship with the company officials could not be adequate.

Vs. Vs vs

19

http://www.lucas-tvs.com/

http://www.burnstools.com/customer/bupoto/images/bosch_logo.gif

http://bluelinetaxis.com/wp-content/uploads/2008/09/denso-logo-canvas-210x90.jpg

CHAPTER II

2. REVIEW OF LITERATURE

2.1 RESEARCH ANALYSIS: Review of fuel injection systems - Dr Sebastian Schilling 29 June 2009 | Source: just-auto.com editorial team

Fuel injection systems squirt atomised fuel into the cylinders of an internal combustion

engine. They use a series of single- or multi-hole nozzle injectors to spray fuel into the

combustion chamber.

Dr Sebastian Schilling, Engineering Director Europe, Gasoline EMS & Powertrain

Products, Delphi Powertrain Systems based in Bascharage, Luxembourg, believes

regulations that impact powertrain for the foreseeable future are already making an

increased penetration of GDI an imperative. "As consumers recognise the benefits of

the new generation of boosted gasoline engines, there will be an increased customer

pull for these powertrains. Furthermore, as the technology matures and volumes

increase, the enhanced value proposition will further improve penetration for downsized,

boosted GDI engines when compared with the alternatives."

Since its acquisition of Siemens VDO Automotive in July 2007, Continental has become

a major player in fuel injection systems market. Continental's Engine Systems business

20

http://www.just-auto.com/factsheet.aspx?id=174




unit offers electronically controlled injection systems for gasoline and diesel engines.

"We see more and more GDI engines in the development phase in Europe with a

tendency towards smaller engines," company executives told just-auto. "Despite some

applications with piezo injector and stratified charge, the main trend seems to be

stronger downsizing with GDI and turbocharging, for the time being with homogeneous

combustion."

Schilling adds that we could see more combinations of turbocharging and direct fuel

injection in the next few years. He said: "GDI together with boosting enables gasoline

engines to have the low-end torque and driving performance that customers love. When

coupled with good NVH [noise, vibration and harshness], the engine's performance

should make gasoline engines very competitive with diesels from a customer's

perspective."

2.2 Global market review of fuel injection systems – forecasts to 2016

Published August 2009

In India and China, Bosch expects to see growth in common-rail systems. At present, just

one-fifth of the company’s total production of high-pressure injection systems is for the

markets in Asia and the Americas, but by 2015 this figure will be nearly 50%. The

driving force behind this development is emission standards that can only be fulfilled

with high-pressure injection systems.

Continental: "We think that, in the future, we will see more engines in the US with a

combination of turbocharging and direct injection to implement the downsizing

technology."

Delphi: "GDi will be its own success story in combination with turbocharging and similar

technologies that diesel engines undertook. Combining fun-to-drive with excellent fuel

economy is the path for the future. I look for all other gasoline technologies to be add-ons

to this basic configuration."

21


In this, the fifth edition of this report, just-auto reviews the key market drivers for fuel-

injection systems, and updates the market analysis.

2.3 GERMANY: Expansion of Bosch aftermarket, diagnostics 14 March 2008 |

Source: just-auto.com editorial team

A new acquisition will allow Bosch to strengthen its automotive aftermarket division, and

further expand the workshop equipment business of its diagnostics business unit.The

group is acquiring the operating assets of Accu Industries in Ashland, Virginia. The deal

is expected to close before the end of April but the price had not been disclosed. Accu

Industries employs 45 and generated sales of roughly $US16m (EUR11.7m) in 2007. The

company sells tyre changers, wheel balancers, and wheel alignment equipment.

"Above all, we want to improve the distribution and service offered by our Bosch

Diagnostics business unit in North America. In this market, Accu Industries is well

established in the aftersales segment, and is therefore a logical extension to the business

we already have in the US," said spokesman Hans-Peter Meyen.

Accu Industries will become part of the existing diagnostics business in the US and its

president, Tommy Saunders, will remain in a senior management position. Accu

Industries will assume responsibility for wheel and tyre service in the US, in the area of

both sales and technical support. Its assembly activities will be added to the global

production networkof Bosch Diagnostics.

22





CHAPTER III

3. RESEARCH METHODOLOGY

Research methodology describes how the research study was undertaken. This includes

the specifications of research design, source of data, method of data collection, the

sampling method and the tools used.

3.1 GEOGRAPHICAL AREA

The study is conducted in Chennai City.

3.2 PERIOD OF COVERAGE

The duration of project work is about 15 days

3.3 RESEARCH DESIGN

The research design used in this project by the researcher is the descriptive research design.

Descriptive research design

Determining the relationship between two are more variables.

It is well structured.

It is more economical, we can gather more information.

Problems can be found after the questionnaire preparation.

It needs less time.

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3.4 SAMPLE DESIGN

PopulationPopulation for this research is set of automobile service dealers those who are dealing with FIE Products in Chennai City.

Sample units

The sampling units used by the researcher for this research, are those who are dealing FIE Products.

Sample size

The number of samples collected by the researcher is 15 dealers.

Sampling procedure / Sampling method

The sampling method used for this study is non-profitability convenience sampling, which is selected according to the easy and convenience of the researcher.

3.5 METHOD OF DATA COLLECTION

Primary data

The researcher collected both by direct survey from the Service dealer through questionnaire.The researcher used structured non-disguised questionnaire.

Secondary data

Here the researcher collected secondary data from the company profile, industry profile and official web sites.

3.6 RESEARCH INSTRUMENT

Research instrument used for data collecting is by using questionnaire.

Questionnaire

The questionnaire is prepared in a well-structured and non disguised form so that it is easily understandable and answerable by everyone. The type of questions include in the

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questionnaire are open-ended questions, multiple choice questions and dichotomous questions.

3.7 STASTICAL TOOLS USED FOR ANALYSIS

The researcher carries out analysis through various statistical tools. The statistical

analysis is useful for drawing inference from the collected information.

Frequency table.

Kruskal-wallis test.

One way - ANOVA Test.

Post – HOC test.

25

CHAPTER IV

4. ANALYSIS AND INTREPRETATION

4.1 FREQUENCY TABLE

The following section consists of the frequency table for the variables under study for comparative analysis of four FIE companies:

Table 4.1.1

The below table signifies the level of satisfaction among the four FIE companies on the support offered by them.

Company

BoschDelphi TVS

Siemens Denso

How is the support from the following company regarding FIE?

N % N % N % N %

Fully satisfied 3 20.0 2 13.3 2 13.3 1 6.7

Satisfied 4 26.7 4 26.7 4 26.7 2 13.3

26

Neither satisfied nor dissatisfied

5 33.3 5 33.3 5 33.3 6 40.0

Dissatisfied 2 13.3 4 26.7 3 20.0 3 20.0

Fully dissatisfied 1 6.7 0 .0 1 6.7 3 20.0

Total 15 100.0 15 100.0 15 100.0 15 100.0

FIGURE 4.1.1

INFERENCE

27

From the above given analysis regarding the support from the four companies, the

satisfaction level of bosch is comparatively higher than the remaining FIE companies i.e

46.7% and Denso is least satisfied with 20% than other FIE companies.

Table 4.1.2

The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the spare parts.

Company

BoschDelphi TVS

Siemens Denso

How is the response from the companies regarding spare parts?

N % N % N % N %

Fully satisfied 1 6.7 1 6.7 3 20.0 3 20.0

Satisfied 8 53.3 4 26.7 3 20.0 4 26.7

Neither satisfied nor dissatisfied 4 26.7 5 33.3 3 20.0 4 26.7

Dissatisfied 1 6.7 3 20.0 5 33.3 3 20.0

Fully dissatisfied 1 6.7 2 13.3 1 6.7 1 6.7

Total 15 100.0 15 100.0 15 100.0 15 100.0

28

FIGURE 4.1.2

INFERENCE

From the above given analysis regarding the response from the companies about spare

parts from the four companies, the satisfaction level of bosch is comparatively higher

29

than the remaining FIE companies i.e 60% and Delphi TVS is least satisfied with 33.4%

than other FIE companies.

TABLE - 4.1.3

The below table signifies the level of satisfaction among the four FIE companies on the satisfaction of the service provider.

Company

BoschDelphi TVS

Siemens Denso

Rate the FIE according to your satisfaction level as a service provider?

N % N % N % N %

Fully satisfied 4 26.7 2 13.3 0 .0 0 .0

Satisfied 3 20.0 5 33.3 4 26.7 2 13.3


Dissatisfied 4 26.7 3 20.0 3 20.0 4 26.7


Total 15 100.0 15 100.0 15 100.0 15 100.0

30

Figure - 4.1.3

INFERENCE

From the above given analysis regarding rating the FIE according to the satisfaction level

as a service provider from the four companies, the satisfaction level of bosch is

comparatively higher than the remaining FIE companies i.e 46.7% and Denso is least

satisfied with 13.3% than other FIE companies.

31

Table - 4.1.4

The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the price level.

Company

BoschDelphi TVS

Siemens Denso

Rate the price level of the FIE according to following companies?

N % N % N % N %

Satisfied 2 13.3 1 6.7 0 .0 1 6.7


Dissatisfied 4 26.7 6 40.0 7 46.7 6 40.0


Total 15 100.0 15 100.0 15 100.0 15 100.0

FIGURE – 4.1.4

32

INFERENCE



comparatively higher than the remaining FIE companies i.e 46.6% and Siemens and

Denso is least satisfied with 26.7% than other FIE companies.

33

Table - 4.1.5

The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the clarity of contact person to be contacted in the above companies.

Company

BoschDelphi TVS

Siemens Denso

Is it very clear with problems in FIE who you need to contact in the following companies?

N % N % N % N %

Fully satisfied 4 26.7 3 20.0 1 6.7 6 40.0

Satisfied 3 20.0 4 26.7 6 40.0 4 26.7


Dissatisfied 2 13.3 2 13.3 2 13.3 2 13.3

Fully dissatisfied 2 13.3 1 6.7 0 .0 0 .0

Total 15 100.0 15 100.0 15 100.0 15 100.0

Figure - 4.1.5

34

INFERENCE



comparatively higher than the remaining FIE companies i.e 46.7% and Denso is least

satisfied with 13.3% than other FIE companies.

Table - 4.1.6

35

The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the time taken by the suppliers in providing the spare parts.

Company

BoschDelphi TVS

Siemens Denso

Time taken by the suppliers in providing the spare parts?

N % N % N % N %

Fully satisfied 1 6.7 0 .0 0 .0 0 .0

Satisfied 3 20.0 2 13.3 3 20.0 3 20.0


Dissatisfied 5 33.3 2 13.3 8 53.3 2 13.3


Total 15 100.0 15 100.0 15 100.0 15 100.0

Figure - 4.1.6

36

INFERENCE

From the above analysis according to the FIE companies the time taken by the companies

in providing the spare parts, Delphi-TVS and Denso tends to contain higher satisfaction

and neither satisfied nor dissatisfied with a rate of 13.3% and 53.3%.

Table - 4.1.7

37

The above table signifies the level of satisfaction among the four FIE companies on the response from them regarding the time taken to complete FIE repair.

Company

Bosch Delphi TVS Siemens Denso

Time taken for the completion of FIE Repair? N % N % N % N %

Fully satisfied 4 26.7 2 13.3 1 6.7 0 .0

Satisfied 3 20.0 4 26.7 5 33.3 4 26.7


Dissatisfied 4 26.7 3 20.0 3 20.0 2 13.3


Total 15 100.0 15 100.0 15 100.0 15 100.0

Figure - 4.1.7

38

INFERENCE

From the above analysis Delphi TVS is highly satisfied with 47% and Denso is least satisfied with 26.7% in terms of time taken for the completion of FIE Repair from four FIE companies.

TABLE – 4.1.8

The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the performance level of FIE .

39

Company


How is the performance level of FIE's? N % N % N % N %

Fully satisfied 3 20.0 3 20.0 1 6.7 1 6.7

Satisfied 5 33.3 3 20.0 3 20.0 3 20.0


Dissatisfied 2 13.3 4 26.7 3 20.0 3 20.0

Fully dissatisfied 0 .0 0 .0 2 13.3 3 20.0

Total 15 100.0 15 100.0 15 100.0 15 100.0

40

Figure - 4.1.8

INFERENCE:

From this analysis we can infer that both Bosch and Delphi-TVS products prove to perform to the satisfaction level of service provider at the rate of 53.3% and 40%.

41

Table - 4.1.9

The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the reliability of FIE product .

Company

BoschDelphi TVS

Siemens Denso

How reliable is the FIE product according to the following companies?

N % N % N % N %

Fully satisfied 1 6.7 3 20.0 4 26.7 1 6.7

Satisfied 2 13.3 4 26.7 5 33.3 3 20.0


Dissatisfied 2 13.3 3 20.0 2 13.3 6 40.0

Fully dissatisfied 4 26.7 1 6.7 0 .0 1 6.7

Total 15 100.0 15 100.0 15 100.0 15 100.0

42

Figure - 4.1.9

INFERENCE:

From this analysis we can infer that the reliability of both SIEMENS and Delphi-TVS product tend to be more satisfactory to the service provider at the rate of 60% and 46.7% and Bosch product tend to less reliable with a rate of 20%.

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Table - 4.1.10

The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the quality of FIE .

Company

BoschDelphi TVS

Siemens Denso

Rate the quality of the FIE products according to the following companies?

N % N % N % N %

Fully satisfied 2 13.3 1 6.7 5 33.3 3 20.0

Satisfied 5 33.3 4 26.7 2 13.3 4 26.7


Dissatisfied 3 20.0 1 6.7 2 13.3 3 20.0


Total 15 100.0 15 100.0 15 100.0 15 100.0

44

Figure - 4.1.10

INFERENCE: From this analysis we can infer that the quality of the Denso product prove to be more satisfactory accordingly at the rate of 46.7%.

45

TABLE – 4.1.11

The below table signifies the level of satisfaction among the four FIE companies on the response from them regarding the advertising effort.

Company

BoschDelphi TVS

Siemens Denso

Rate the advertising effort taken by the companies to promote their product?

N % N % N % N %


Total 15 100.0 15 100.0 15 100.0 15 100.0

46

Figure - 4.1.11

INFERENCE:

From this analysis we can infer that all the companies tend to be unsatisfactory among the advertisement effort taken by them, and the rate of the dissatisfactory level is 100%

Table - 4.1.12

The below table signifies the level of problem faced by the service provider among the service offered by the FIE companies.

47

Company

BoschDelphi TVS

Siemens Denso

Do you face any problem with the product as a service provider? (Yes/no)

N % N % N % N %

No 5 33.3 9 60.0 5 33.3 4 26.7

Yes 10 66.7 6 40.0 10 66.7 11 73.3

Total 15 100.0 15 100.0 15 100.0 15 100.0

48

Figure - 4.1.12

INFERENCE:

From this analysis we can infer that more problems occur in the FIE product manufactured by the companies, Denso product is higher at the rate of 73.3% and Delphi-TVS s the lowest at the rate of 40%.

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TABLE – 4.1.13

The below table signifies the level of issues faced by the service provider during the warranty period of the FIE products of the four companies.

Company


issue warr N % N % N % N %

No 6 40.0 6 40.0 8 53.3 7 46.7

Yes 9 60.0 9 60.0 7 46.7 8 53.3

Total 15 100.0 15 100.0 15 100.0 15 100.0

Figure - 4.1.13

50

INFERENCE:

From this analysis we can infer that Problems occurring during the warranty period of FIE is higher in the rate of Bosch and Delphi-TVS is 60% and Siemens at the rate of 46.7%.

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TABLE – 4.1.14

The below table signifies the level of issues faced by the service provider after the warranty period of the FIE products of the four companies.

Company


issue no war N % N % N % N %

No 6 40.0 6 40.0 7 46.7 3 20.0

Yes 9 60.0 9 60.0 8 53.3 12 80.0

Total 15 100.0 15 100.0 15 100.0 15 100.0

Figure - 4.1.14

52

INFERENCE:

From this analysis we can infer that problem occurred after the warranty period of the FIE product is much higher in the Denso with a rate of 80%.

Table - 4.1.15

NPar Tests

Kruskal-Wallis Test

53

Test Statistics(a,b)

Chi-Square

dfAsymp.

Sig.


3.296 3 .348


1.932 3 .587


6.773 3 .079


1.576 3 .665


2.657 3 .448

Time taken by the suppliers in providing the spare parts? .959 3 .811

Time taken for the completion of FIE Repair? 2.022 3 .568

How is the performance level of FIE's? 5.008 3 .171


7.908 3 .048


.218 3 .975


.000 3 1.000

***a Kruskal Wallis Testb Grouping Variable: Company

INFERENCE:

From the above given table from the significance value of 0.038 which is less than .05, tends to show that there is difference between these companies in the

54

variable of reliability and the other significance value tend to be higher than .05 which infers that there is no difference in those variables.

Table - 4.1.16

Test Statistics(a,b)

Chi-Square

dfAsymp.

Sig.

Do you face any problem with the product as a service provider? (Yes/no)

4.090 3 .252

issue war .728 3 .867

issue no war 2.541 3 .468

***a Kruskal Wallis Testb Grouping Variable: Company

INFERENCE:

From this analysis we can infer that significance value tends to much higher than .05, which results in no difference between this variable of the different companies.

TABLE – 4.1.17

Company

55


Mean SD SE Mean SD SE Mean SD SE Mean SD SE


2.600 1.183 .306 2.733 1.033 .267 2.800 1.146 .296 3.333 1.175 .303


2.533 .990 .256 3.067 1.163 .300 2.867 1.302 .336 2.667 1.234 .319


2.800 1.474 .380 2.600 .986 .254 3.333 1.113 .287 3.667 1.047 .270


3.667 1.047 .270 3.733 .884 .228 4.000 .756 .195 4.000 .926 .239


2.667 1.397 .361 2.600 1.183 .306 2.600 .828 .214 2.067 1.100 .284


3.400 1.242 .321 3.400 .986 .254 3.467 .915 .236 3.200 .941 .243

Time taken 2.800 1.474 .380 2.800 1.146 .296 3.000 1.195 .309 3.400 1.183 .306

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for the completion of FIE Repair?

How is the performance level of FIE's?

2.400 .986 .254 2.667 1.113 .287 3.133 1.125 .291 3.267 1.223 .316


3.400 1.242 .321 2.667 1.234 .319 2.267 1.033 .267 3.200 1.082 .279


2.733 1.163 .300 2.667 .724 .187 2.600 1.454 .375 2.800 1.373 .355


5.000 .000 .000 5.000 .000 .000 5.000 .000 .000 5.000 .000 .000

INFERENCE: From this analysis we can infer that mean value which is closer to 1.000 tends to result in more satisfaction level of the service provider among the four companies in the above different variables.

Table – 4.1.18

One-way ANOVA

Sum of Squares

dfMean

SquareF Sig.

How is the support from the Between 4.667 3 1.556 1.205 .316

57

following company regarding FIE?

Groups

Within Groups

72.267 56 1.290

Total 76.933 59


Between Groups

2.450 3 .817 .588 .625

Within Groups

77.733 56 1.388

Total 80.183 59


Between Groups

10.733 3 3.578 2.613 .060

Within Groups

76.667 56 1.369

Total 87.400 59


Between Groups

1.383 3 .461 .558 .645

Within Groups

46.267 56 .826

Total 47.650 59


Between Groups

3.517 3 1.172 .894 .450

Within Groups

73.467 56 1.312

Total 76.983 59


Between Groups

.600 3 .200 .189 .904

Within Groups

59.333 56 1.060

Total 59.933 59

Time taken for the completion of FIE Repair?

Between Groups

3.600 3 1.200 .760 .521

Within Groups

88.400 56 1.579

Total 92.000 59

How is the performance level of FIE's?

Between Groups

7.333 3 2.444 1.967 .129

Within Groups

69.600 56 1.243

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Total 76.933 59


Between Groups

11.917 3 3.972 2.995 .038

Within Groups

74.267 56 1.326

Total 86.183 59


Between Groups

.333 3 .111 .076 .973

Within Groups

82.267 56 1.469

Total 82.600 59


Between Groups

.000 3 .000 . .

Within Groups

.000 56 .000

Total .000 59

INFERENCE: From the above given table from the significance value of 0.038 which is less than .05, tends to show that there is difference between these companies in the variable of reliability.

Table – 4.1.19

One way ANOVA


59

Sum of Squares df Mean Square F Sig.

Between Groups 11.917 3 3.972 2.995 .038

Within Groups 74.267 56 1.326

Total 86.183 59

INFERENCE:

From the above given table from the significance value of 0.038 which is less than .05, tends to show that there is difference between these companies in the variable of reliability.

Table – 4.1.20

POST-HOC TEST

Multiple Comparisons Dependent Variable: How reliable is the FIE product according to the following

companies?

60

Mean Difference (I-J) Std. Error Sig.(I) Company

(J) Company

Bosch

Delphi TVS .73 .421 .523

Siemens 1.13 .421 .066

Denso .20 .421 .998

Delphi TVSSiemens .40 .421 .921

Denso -.53 .421 .773

SiemensDelphi TVS -.40 .421 .921

Denso -.93 .421 .127

INFERENCE:

This post hoc test is mainly performed in order to perform a multiple comparison between the four companies. From the previous tests we found out that reliability is the only variable which shows a difference among the comparison between these following companies.

CHAPTER V

FINDINGS

5.1 FINDINGS OF THE STUDY

61

From the frequency table we can infer that there is a gradual difference in satisfaction level of dealers among the different variables of the four companies.

The reliability variables of the companies tend to show difference among the four companies.

Delphi-TVS and Bosch tend to hold the major part of the market by providing higher satisfaction level to the dealers.

Number of dealers fall into the category of “Nor satisfied nor dissatisfied” for several variables are higher.

5.2 SUGGESTIONS

More dealers fall under neutral category in satisfaction level hence companies can improve the same which will result in the growth of the company.

Needed more advertising and promotional activities by the companies to increase the satisfaction level of the customers.

Price of the products needs to be reduced to certain extent.

5.3CONCLUSION

The study implies that major share of the market and the satisfaction level of the dealer is held by Delphi TVS and BOSCH.By improving certain factors such as price of the products,reliability,advertising and promotional activities by Delphi -TVS, the satisfaction level of the dealers can be increased.

6. BIBLIOGRAPHY

WWW.DELPHI-TVS.COM

WWW.BOSCHINDIA.COM

RESEARCH METHODOLOGY – C.R KOTHARI

62

http://WWW.BOSCHINDIA.COM/

http://WWW.DELPHI-TVS.COM/

WWW.JUST-AUTO.COM

Questionnaire

Report on Diesel Fuel Injection System

Dealer Name:Dealer Service Contact Person:Vehicle:FIE System:

63

http://WWW.JUST-AUTO.COM/

Comments:

1- Very satisfied2- Satisfied3- Neither satisfied nor dissatisfied4- Dissatisfied5- Very dissatisfied

1) How is the support from the following company regarding FIE?

BOSCH

1 2 3 4 5

DELPHI - TVS

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

2) How is the response from the companies regarding spare parts?

BOSCH 1 2 3 4 5

DELPHI - TVS 1 2 3 4 5

64

SIEMENS

1 2 3 4 5

DENSO 1 2 3 4 5

3) Rate the FIE according to your satisfaction level as a service provider?

BOSCH

1 2 3 4 5

DELPHI - TVS

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

4) Rate the price level of the FIE according to following companies?

BOSCH

1 2 3 4 5

DELPHI - TVS

1 2 3 4 5

65

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

5) Is it very clear with problems in FIE who you need to contact in the following companies?

BOSCH

1 2 3 4 5

DELPHI - TVS

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

6) Time taken by the suppliers in providing the spare parts?

BOSCH

1 2 3 4 5

66

DELPHI - TVS

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

7) Time taken for the completion of FIE Repair?

BOSCH

1 2 3 4 5

DELPHI - TVS

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

8) How is the performance level of FIE’s?

BOSCH

1 2 3 4 5

DELPHI - TVS

67

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

09) How reliable is the FIE product according to the following companies?

BOSCH

1 2 3 4 5

DELPHI - TVS

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

10) Rate the quality of the FIE products according to the following companies?

BOSCH

1 2 3 4 5

68

DELPHI - TVS

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

11) Rate the advertising effort taken by the companies to promote their product?

BOSCH

1 2 3 4 5

DELPHI - TVS

1 2 3 4 5

SIEMENS

1 2 3 4 5

DENSO

1 2 3 4 5

12) Do you face any problem with the product as a service provider? (Yes/no)

If yes:1.2.

69

3.4.

13) Issues faced during FIE within warranty period?

a)b)c)d)e)

14) Issues faced during FIE post warranty period?

a)b)c)d)e)

70

71

Marketing project report

Documents

project report

fuel injector companies

marketing of delphi

study limitations

study objective

study scope

abstractthe project

manufacturing companies