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Customer satisfaction towards Bridgestone Tyres
Contents
Chapter 1:
a) Introduction to the studyb) Objectives of study
c) Identification of problem
d) Research methodology
Chapter 2:a) Introduction of Bridgestoneb) History of Bridgestone company
c) Company profiled) Introduction of Sasnur tyres
Chapter 3:a) Data analysis and interpretation
Chapter 4:a) Findings
Chapter 5:a) Suggestions & Recommendation
Chapter 6:a) Conclusion
Chapter 7:a) Bibliography
Chapter 8:Annexure
Chapter 1
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Customer satisfaction towards Bridgestone Tyres
Introduction to the study
Meaning of Customer Satisfaction
It means that the extent which product perceived performance
matches a buyer expected if the product performance falls short
of expectations buyers is satisfied. If performance matches or
exceeds expectations the buyers delighted. The customer
satisfaction gained more interpret in to days marketing
environment the importance is because of there are not many
now customers are rising in these market. It might loss five times
as much to affect new customers to keep customer happy.
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.
1.To know the factors motivating the customer to purchase,
BRIDGESTONE Tyre.
2.To understood and analysis of customer problems.
3.To know the satisfaction level of the customer with the
BRIDGESTONE tyres.
4. To know valuable suggestion from the customer
5. To know the other expectation of customers regarding
Bridgestone tyres.
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Customer satisfaction towards Bridgestone Tyres
6.To know the opinion of the customers regarding performance of
Bridgestone tyres
RESEARCH METHODOLOGY:
To achieve the stated objective a survey was
conducted at Bagalkot city regarding customer satisfaction
towards BRIDGESTONE Tyres provided by SAANUR TYRES show
room Bagalkot.
Data collection methods:
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:
Secondary data is collected through company records, pamphlets,
broachers and price list
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.
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1. personal interview
2. Questionnaire
Questionnaire
It is the most commonly used instrument in collecting
primary data. A questionnaire consisting of set of questions
presented to a respondent for his/her answer. The questionnaire
is very flexible in the sense that there are many ways to ask
questions.
Data Collection:
Method used to collect data for the study was through
survey. survey is a systematic collection of information directly
from the respondents, survey was through personal interview
which involves collection of data through face to face
communication with the help of questionnaire.
Method of Sampling:
Bagalkot city has a huge population and each persons
opinion cannot be collected. So the respondents were chosen
randomly in Bagalkot city.
Sample Size:
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Customer satisfaction towards Bridgestone Tyres
Sample size for the study consisted of 50 persons residing in
Bagalkot city. Among them only some of them responded and
others rejected to respond as they were not interested.
Sample Unit:
Customer of SASNUR TYRES showroom and owners of
vehicles in Bagalkot City.
Chapter 2
Introduction of Bridgestone company:
Bridgestone is the vision and dream of the inventive mind ofShojiro Ishibashi. The realisation of this dream took place in theform of 'Bridgestone Tyre Company Limited', in 1931. Growth in
Japan's automobile industry gave an upward boost to Bridgestoneand elevated the company to the top most position in the tyremarket. It also acquired Firestone Tyre & Rubber Company.
Now, as the world's no. 1 tyre and rubber company, BridgestoneCorporation has made its presence felt on a global scale. It hassubsidiaries spread across the globe - from America to Australiaand from Africa to Europe.
Leading the quality charts in the tyre industry, Bridgestone alsoprovides value added services to its customers. Hard work andun-divided focus on superior products has helped Bridgestone,gain trust of its customers.
Bridgestone has maintained its tradition of innovation anddevelopment to produce only excellent products. Continuing toset new benchmarks for its competitors, Bridgestone has becomesynonymous to quality.
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HISTROY:
Bridgestone's journey began in a small city, in the island ofKyushu in Japan. The year was 1931, hopes were high. The older
was fading. And the New World was waking up to a future, man
had just dreamt of.
It all started with a dream. A dream to be a force to reckon with in
the global tyre industry. Turning this dream into reality was the
driving passion of Mr. Shojiro Ishibashi. To achieve his ambition,
he even named his fledging venture with an english variation of
his name to take on the world, and succeed in his mission, Mr.
Ishibashi relied heavily on his able and trusted Lieutenant
technology
His relentless drive to serve the society with superior quality
products changed the tyre market. Started his venture in a small
factory in Kurume, he wanted his company and tyres to go places,
perhaps that was the reason why he christened his fledging
venture with an english variation of his name (Ishibashi translatesas "Stone Bridge"). Today, Shojiro Ishibashi's company is a US
$23.2 billion* Corporation with its headquarters at Tokyo
Bridgestone controls 18.2% of global market and sells products in
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over 150 nations. The company has 47 tyre plants and 93 non-
tyre plants, 3 technical research and development centers and 10
proving grounds.
Brands like Bridgestone and Firestone herald the company's
strong presence in the tyre and rubber goods, automotive parts,
industrial goods, chemical goods and sporting goods. Bridgestone
Corporation has come a long way from Shojiro's Kurume days.
Bridgestone is a world-class tyre manufacturing, Japanese
Company. The company having the punch line - "Passion for
excellence" is working with a clear sense of purpose, to serve
society by providing people with quality products' the motto being
to ensure CUSTOMER SATISFACTION. Bridgestone aims at
"Quality". Quality is paramount in all fields, be it Human
Resources, be it Sales & Marketing, and be it Production.
Bridgestone wants that there should be no defects in theirproducts. To ensure this, the company has adopted the, "ZERO
DEFECTS" system. The organization also wants the things at right
time, at right place, and for this it has adopted the JUST-IN-TIME
(JIT) technique.
Today, Bridgestone has a worldwide work force of more than
110,000 employees. Bridgestone is a global tyre manufacturing
company, which emphasizes on Japanese traditions. It is stillgrowing and expanding and aiming at increasing its share in the
world tyre and tubes, industrial products like belts, hose, chemical
products, sporting goods, automotive parts and marine products
etc.
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The founder was ambitious enough to dream that his quality
products would earn the satisfaction of customers worldwide. He
was getting ready for something international. But even Shojiro
didn't know how spectacularly his company would fulfill his hopes
Company profile:
Establishment 1931
Paid in capital * 126,354 Million Yen
Head office Tokyo, Japan
Technical centers Tokyo & Yokohama -
Japan
Akron, Ohio - USARome - Italy
Employees * More than 110, 000
ConsolidatedSubsidiaries *
435 companies
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Turnover * $23.2 billion
Global tyre market share*
18.2%
Selling productsto
More than 150 Nations
Bridgestone & its
subsidiary plants **
Tyre plants: 47
Non-tyre plants (fordiversified): 93
Proving grounds ** 10
Truck / Bus Tyres Light Commercial, Jeep & Utility Vehicle Tyres Passenger Cars Tyres Off the road tyres
Two-Wheelers Tyres Farm Service Tyres
INTRODUCTION OF SASNUR TYRES,
BAGALKOT-587 101
Establishment:
On Feb 7th
2006, the SASNUR TYRES authorized dealer forBRIDGESTONE Tyres. It was inaugurated by Shri Charantimath
Prabu Swamiji & Assistant District Manager regional office, Hubli.
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BRIDGESTONE 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.
Considers the follow factor while starting a showroom as per the
corporate identity:
1. LOCATION:
For every commercial phenomena need a good location. Itup lifts the business process. SASNUR TYRE situated in main road,
which is connected to a college campus
2. BUILDING:
For customer attraction a well planned infrastructure is
essential. It has 500 sq ft. area of showroom. As well as 200 sq ft
Gowdown, which is connected with showroom.
3. MACHINERY:
To install the tyres in proper way it has a different
machineries like.,
1. tyre ferment machine
2. air compressor
3. wheel alignment etc,
SPECIFICATION OF CORPORATE IDENTITY:
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1. Showroom must be situated in a place which should have
easy connectivity.
2. Showroom must have the length of 500 sq ft.
3. Frontage of 20 feet connected with gowdown of minimum
200 sq ft.
4. Display racks, inside & outside showroom colour, display
boards, tiles, reception table, as per the company
specification.
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 & no. of vehicles target goes on renewing 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:
To look after the dealers problems.
To facilitates any changes in price of a tyre any
improvements, and to inform the new tyres which are
going to introduce in the market.
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Technical Supervisor is a qualified technical person who
actually completed engineering and got training
regarding tyres and tubes specifications.
One regional office covers 4 districts; Bagalkot comesunder regional office of Hubli.
Company usually replaces tyres if tyres are found to
have minimum of 5% manufacturing defects.
Duties of Sales Supervisor
Twice in a month he visits the dealer
Collects information about the customer Visiting each and every customers and informing them
about quality and price of tyres,
He helps the dealer to increase the sales and works
with them to achieve the monthly targets..
DEPARTMENT OF SASNUR TYRES, BAGALKOT.
To provide better service SASNOOR TYRES has made 3 sections.They are as :
Sales Section
Accountant
Service Station
FUNCTIONS OF SHOWROOM:
1. Customer Visit:
Customer care supervisor attends the customer and gives
information regarding:
a. Model
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b. Size
c. Price
d. Quality
e. Other information about tyres
2. Complaint of Tyres:
Complaint of Tyres are taken from the customer recorded in the
dockets like serial number, name of customer, contact number ,
date of purchase and purchase bill. Etc,
3. If any car radial tyres purchased from the showroom the
tyres will be fitted in the showroom with the help of automatetyre changer.
4. Dealer has to pay from his own packet for any promotional
activities undertaken by him.
5. It collects information regarding to tyre users and sends it to
regional office.
MARKET SECTION:
FACTROY
REGIONAL office
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Dealer (sasnur tyres)
Customers
This involves the distribution of tyres and tubes purchased from
the company.
The showroom makes the purchase of tubes and tyres from the
HUbli regional office, and distributes tyres and tubes to the
customers through the showroom.
IDENTIFICATION OF THE PROBLEMS:
To survive for a company its sales must be in free flow & for this it
must satisfy the customer, so the customer satisfaction has
become one of the important objectives of each and every
Business firm.
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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 Customers
Satisfaction towards BRIDGESTONE Tyres
Chapter 3
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DATA ANALYSIS AND INTERPRETATION
Data Analysis:
I have conducted marketing survey on 30 customers to analysis
their satisfaction level, for this purpose I have prepared a
questionnaire to collect the information from them.
1. The following tables shows the factors whichmotivated the customer to purchase the
BRIDGESTONE TYERS
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FACTORS NUM OF
PEOPLE
PRECENTAGE
Friends 4 13 %
Brand Image 7 23 %
Advertisement 5 17 %
Relatives 2 7 %
Self-decision 12 40 %
Total 30 100 %
0
5
10
15
20
25
30
35
40
FRIENDS BRAND
IMAGE
ADV RELATIVES SELF
DECISION
SERIES1
INFERENCE:
The above graph shows that 40% of the customer factor of
motivation was self decision and 23% of them purchased
due to brand image and only 7% of customer came to
know from relatives.
2. The following tables shows the level of satisfaction of
customer need/purpose of purchasing BRIDGESTONE
TYRES
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Customer satisfaction towards Bridgestone Tyres
Factors No. of
people
Percentag
e
Fully Satisfied 14 47%Satisfied 8 26%
Dissatisfied 6 20%Fully dissatisfied 2 7%
Total 30 100%
47
26
20
7
0
5
10
15
20
25
3035
40
45
50
percentage
f.satisfied satisfied dissatisfied f.dissatisfied
series1
Inference
The above graph shows that the level of satisfaction of
customers need/purpose of purchasing , about 47% of
people are fully satisfied & 35% are satisfied & only 7%i
are fully dissatisfied.
3) As compare to other tyres the Bridgestone tyres are
rated as
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A) Price of Tyres
Factors No. of
people
Percentag
e
Strongly Satisfied15
50%
Satisfied7
23%
Not Satisfied5
17%
Fully Not Satisfied
3
10%
Total30
100%
Inference
The above table shows that 50% of the customers are
strongly satisfied with Bridgestone tyres compare to other
tyre & 30 were satisfied with Bridgestone tyres but only
10% are fully not satisfied.
B) Quality of Tyres:
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Customer satisfaction towards Bridgestone Tyres
Factors Num of
people
Percentage
Strongly Satisfied 13 43%
Satisfied 9 30%
Not Satisfied 6 20%
Fully Not Satisfied 2 7%
Total 30 100%
Inference:
The above table shows that 43% of the customers are
strongly satisfied with quality of Bridgestone tyres & 30%
of the customers are satisfied & only 7% of the customers
are fully not satisfied.
C). Durability of Tyres
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Customer satisfaction towards Bridgestone Tyres
Factors Num of
people
Percentage
Strongly Satisfied 14 47%
Satisfied8
26%
Not Satisfied6
20%
Fully Not Satisfied2
7%
Total30
100%
Inference:
The above table shows that 47% of the customers are fully
satisfied with the durability of Bridgestone tyres & 26%of
customers are satisfied & only 7% of the customers are
fully not satisfied.
D. Performance of Tyres:
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Customer satisfaction towards Bridgestone Tyres
Factors Num of
people
Percentage
Strongly Satisfied13
47%
Satisfied9
30%
Not Satisfied
5
17%
Fully Not Satisfied3
10%
Total30
100%
InferenceThe above table shows that 43% of the customers are
strongly satisfied with performance of Bridgestone tyres &
30% of the customers are just satisfied &
Only 10% of the customers are fully not satisfied.
. Mileage of Tyres:
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Customer satisfaction towards Bridgestone Tyres
Factors Num of people Percentage
Strongly Satisfied
14
47%
Satisfied
10
33%
Not Satisfied
4
13%
Fully Not Satisfied
2
7%
Total
30
100%
InferenceThe above table shows that 47%of the customers are
strongly satisfied with the performance of the Bridgestone
tyres & 33% of the customers are just satisfied with the
performance of the tyre & only 7% are fully not satisfied
5) The following tables shows the customer opinion about
BRIDGESTONE TYRES.
Factors Num of people Percentage
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Customer satisfaction towards Bridgestone Tyres
Excellent 8 26%Very good 14 47
Good 6 20%
Bad 2 7%Total 30 100%
26%
47%
20%
7%
0%
10%
20%
30%
40%
50%
Inference
The above graph shows that customers opinion about the
Bridgestone tyres Out of 100%, 47% of the customers said
that its very good & 26% of customers said its excellent &
only 7% are said that its bad
6) The following table shows the behavior of the
showroom people while taking quotations or
purchasing the BRIDGESTONE TYRES.
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Factors Num of people PercentageVery Friendly 10 33%
Friendly 14 47%
Not friendly 5 17%
Dont know 1 3%
Total 30 100%
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Customer satisfaction towards Bridgestone Tyres
Don't know,
3%
ot friendly,
17%
Very
friendl33%
Ve
Fri
No
Inference
The above graph shows the behavior of the showroom
people . 47% of the customers are said that they are
Friendly & 33% are Very friendly & only 3% said that they
dont know.
7) The following table shows the customer opinion aboutservice charges in showroom.
Factors Num of people Percentage
Very Reasonable 33 33%
Reasonable 40 40%
Costly 24 24%
Very Costly 1 3%
Total 30 100%
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Customer satisfaction towards Bridgestone Tyres
Very costly, 3%
Costly, 24%
Reasonable, 40%Very reasonable,
33%
0
5
1
15
2
25
3
35
4
Inference
The above graph shows that 40% of the customers said
that service charges in showroom are Reasonable & 33%
said that service charges are Very reasonable & Only 3%
of the customers said that service charges are Very
costly.
8) The following tables shows why customer prefers
BRIDGESTONE TYRES.
Factors Num of people PercentageQuality 11 37%Price 10 33%
Service 2 7%Durability 7 22%
Total 30 100%
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Customer satisfaction towards Bridgestone Tyres
Quality, 37%Price, 33
Service, 7%
Durability, 23
0%
5%
10%
15%
20%
25%30%
35%
40%
S
Inference
The above graph shows that 37% of the customers prefers
Bridgestone tyres due to its good quality & 33% of the
customers buy due to its price & 23% due to its durability
& 7% of the customers due to service.
9) The following tables shows the problems faced bycustomers while purchasing BRIDGESTONE TYERS
Factors Num of
people
Percentage
Lack of Information 8 27%
Non co-operation of
show room people
413%
Delay 2 7%
No problem 16 53%
Total 30 100%
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Customer satisfaction towards Bridgestone Tyres
o problem53%
ac o no
27%
Non-co of
showroom
people 13
La
No
shpeDel
No
InferenceThe above graph shows that 53% of the customers faced
No problem while purchasing Bridgestone tyres & 27% are
faced the problem of Lack information & 13% of the
customers are faced the Non co-operation of showroom
people & 7% are faced the problem of Delay.
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Customer satisfaction towards Bridgestone Tyres
FINDING
S
FINDINGSPrep by: Shridhar.R.Hosamani Page 29
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40% of customers have purchased on their own
decision. They made 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 BRIDGESTONE TYRES
Majority of customers means 47% are satisfied with the
fulfillment of their need/purpose.
Only 50% of customers are fully satisfied with price of
the tyres about 17% are not satisfied and 10% of
customers are fully not satisfied with the price.
About 43% of customers are fully satisfied,30% o f
customers are only just satisfied and 20% are not satisfied
with the quality.
About 47% of customers are satisfied with durability of
tyres, and 20% are not satisfied with durability.
About 43% of customers are fully satisfied with the
performance of the tyres, and only 17% are dissatisfied.
The customers are having a very good opinion about
the BRIDGESTONE TYERES about 47% are stronglysatisfied with its performance, and only 7% are not
satisfied with performance.
The customers are having very good opinion about the
behavior of showroom people about 47% of customers are
saying they are friendly and only 3% are dont know.
The service charges are very reasonable in the view of
about 40% of customers and about 24% of customers
believes that the service charges are costly. Majority of customers are fully satisfied with the
BRIDGESTONE TYRES
SUGGESTIONS & RECOMMENDATIONS
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RECOMMENDATIONS TO SHOWROOM:
Showroom must recruit well qualified and skilled
labours who 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 theexisting 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.
RECOMMENDATIONS TO COMPANY:
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o The company should reduce the price of their
products.o Improve the distribution network and make
available the products in needed time of customers.
o Company always keep some prizes and gifts to
attract the customers.
o The products should advertised in the Regional
TV channels and in leading newspaper must.
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CONCLUSIO
N
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Customer satisfaction towards Bridgestone Tyres
CONCLUSION
According to the study I conclude that the BRIDGESTONE 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 BRIDGESTONE TYRES should think about the service
provided by showrooms in order to capture the maximum market
segment.
According to Bagalkot city the market is vast almost the whole
district customers and other new people purchase the
BRIDGESTONE Tyres because it is old brand running tyres in
market. Almost people demands the BRIDGESTONE Tyres
comparing to other company tyres.
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Customers Satisfaction towards
BRIDGESTONE TYRES
B.V.V.Sangha
Bachelor of Business Administration
Basaveshwar Commerce Collage, Bagalkot. -587 101
QUESTIONNAIRE
Dear Sir/Madam,
I am pleased to introduce myself as a student of BBA, Bachelor of Business
Administration. As part of my curriculum, I am doing my project work on
Customers Satisfaction towards BRIDGESTONE TYRES. I would be very grateful for
your kind co-operation to fill up this Questionnaire form.
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(Please tick ( ) appropriate answer in the box / space)
I. Customer Introduction:
a. Name :_____________________________________________
b. Address :_____________________________________________
_____________________________________________
c. Occupation / Job: _____________________________________________
II. Which factors motivated you to purchase BRIDGESTONE TYRES?
A: Friends [ ] B: Brand Image [ ]
C: Advertisement [ ] D: Relatives [ ]
E: Self decision [ ] F: Others [ ]
III. To what extent the BRIDGESTONE TYRES has satisfied your purpose /
need?
A: Fully Satisfied [ ] B: Satisfied [ ]
C: Dissatisfied [ ] D: Fully Dissatisfied [ ]
IV. As compare to other tyres how do you rate the following
characteristics of your
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BRIDGESTONE TYRES
Characteristics
Stronglysatisfied
Satisfied Not satisfied Fully notsatisfied
PriceQualityDurablePerformanceMileage
V: What is your opinion about BRIDGESTONE TYRES?
A: Excellent [ ] B: Very Good [ ]
C: Good [ ] D: Bad [ ]
VI: what was the behavior of show room people while taking quotations or
while
purchasing BRIDGESTONE TYRES ?
A: Very Friendly [ ]
B: Friendly [ ]
C: Not-Friendly [ ]
D: Dont Know [ ]
VII: What is your opinion about service charges in the show room?
A: Very Reasonable [ ]
B: Reasonable [ ]
C: Costly [ ]
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D: Very Costly [ ]
VIII: Why did you prefer BRIDGESTONE TYRE?
A: Quality [ ]
B: Price [ ]
C: Service [ ]
D: Durability [ ]
IX: What problems faced while purchasing BRIDGESTONE TYRES?
A: Lack of informations [ ]
B: Non co-operations of show room peoples [ ]
C: Delay [ ]
D: No problem [ ]
X: Give your valuable suggestions to improve BRIDGESTONE TYRES?
A: __________________________________________________
B: __________________________________________________
C: __________________________________________________
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THANK YOU FOR YOUR KIND CO-OPERATION
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