project on yamaha
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8/12/2019 Project on YAMAHA
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A
SUMMER TRAINING PROJECT REPORT
ONCUSTOMER SATISFACTION
AT
YAMAHA PRIVATE LIMITED
REPORT SUBMITTED IN PARTIAL FULFILLMENTOF THE REQUIREMENT FOR THE AWARD OF THE DEGREE OF
BACHELOR OF BUSINESS ADMINISTRATION(AFFILIATED TO C.C.S. UNIVERSITY, MEERUT)
(2008-2011)
SUBMITTED TO SUBMITTED BY
Mr. Vi!" !#r!$!" J%%&%'r! #*&!
F!+"&, #i% BBA(& S%.)
R/"" N/. 22
MANGALMAY INSTITUTE OF MANAGEMENT &
TECHNOLOGY
PLOT NO.8,9 KNOWLEDGE PARK-II, GREATER NOIDA
(AFFILIATED TO C.C.S.U. MEERUT)
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ACKNOWLEDGEMENT
I& i3 ! *"%!3r% &/ r%+/r , &!'43 !' #r!&i&% &/ *%r3/'3 !' /r#!'i5!&i/'3 $/3%
#%'%r/3 %"* !' 3**/r& %'!6"% % &/ +/*"%&% &i3 *r/7%+& $i&i' &% 3&i*"!&% &i%
*%ri/. M, 3*%+i!" &!'43 !r% % &/ Ms. Swati Kuma! Sales Ma!"e#$%&, Ya'aa
M#!s L#*., /r %r !+&i9% %"* !' 3**/r& i' !4i'# % '%r3&!' I'i!' &$/ $%%"%r
i'3&r,: $/ #i% % !& %!+ 3&%* ri'# , &r!i'i'# *%ri/ !' $i&/& $/
*r%*!r!&i/' / &i3 r%*/r& $/" '/& !9% 6%%' */33i6"%. I $/" "i4% &/ &!'43 &/ M. Vima"
a##awa"! $a%u"t& #ui'( ! Ma)#a"ma& I)stitut( *$ m#t. stu'i(s! $/ %"*% % '%r3&!'
9!ri/3 +/'+%*&3 / !'!#%%'&: !' $/ !% % '%r3&!' &% *r/+%r% &/ +/'+& &%
r%3%!r+.
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I ! #r%!&", i'%6&% &/ !"" &/3% *%r3/'3 $/ !9% %"*% % i' 3/% $!, /r /&%r i' &%
+/*"%&i/' / &% *r/7%+&.
+((t()'a #u,ta
BBA -t/ SEM0
R*"" N*. 112234
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TABLE OF CONTENTS
E;%+&i9% 3!r,
O67%+&i9% / &% r%3%!r+ 10C!*&%r.-1 INTRODUCTION 11
C!*&%r.-2 CORPORATE INTRODUCTION 1<
- C/*!', *r/i"% 18- I'3&r, *r/i"% 2
- Pr/+&3 / =!!! 2
- S>OT ANAL=SIS ??
C!*&%r.- CRITICAL REVIE> OF LITERATURE ?C!*&%r.-? RESEARCH METHODOLOG= 1
- R%3%!r+ *r/6"% !' /67%+&i9% 2
- R%3%!r+ *r/+%33 - R%3%!r+ %3i#' ?
- S+/*% / 3&,
C!*&%r.- DATA COLLECTION AND PRESENTATION <
C!*&%r - GRAPHICAL DATA ANAL=SIS AND ITS INTERPRETATION
C!*&%r.-< FINDINGS OF THE RESEARCH 80
C!*&%r-8 SCOPE OF FURTHER RESEARCH 82
C!*&%r.- PROBLEM IDENTIFICATION 8?
C!*&%r.-10 SUGGESTIONS 8
C!*&%r.-11 CONCLUSION 88
C!*&%r -12 LIMITATIONS 0
C!*&%r -1 BIBLIOGRAPH= 2
C!*&%r-1? ANNE@URE ?
C!*&%r-1 UESTIONNAIRES 108
LIST OF TABLE
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E5ECUTIVE SUMMARY
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OB+ECTIVE OF THE RESEARCH
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CHAPTER9 :INTRODUCTION
INTRODUCTION
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CHAPTER 92
CORPORATE
INTRODUCTION
COMPANY PROFILE
A6*ut Yama/a m*t*s I)'ia sa"(s P8t. Lt'.
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%9%"/*%'& /r =!!! $i"" '/& r%!i' %r%", !' i%! i' *i*%"i'%.>% 6%"i%9% i' &!4i'# +!r%
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C*,*at( P/i"*s*,/&=
For society, for the world
Yamaha works to realize
Our corporate mission of realizing Kando
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3'/$i%"3 !' &% 34,: =!!! M/&/r 3&ri9%3 &/ 6% ! +/*!', &!& /%r3 '%$ %;+i&%%'&
!' ! /r% "i""i'# "i% /r *%/*"% !"" /9%r &% $/r" !' &/ 3% /r i'#%'i&, !' *!33i/' &/
r%!"i5% *%/*"%3 r%!3 !' !"$!,3 6% &% /'%3 &%, "//4 &/ /r &% '%;& !'/.
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Hi(a%/i%a" Stu%tu(
M!'!#i'# Dir%+&/r !' CEO
S%'i/r Vi+% Pr%3i%'&Vi+% Pr%3i%'& T*, Ma)a#(m()t
A33/+i!&% Vi+% Pr%3i%'&
Ci% G%'%r!" M!'!#%r G%'%r!" M!'!#%r S()i* Ma)a#(m()t
D%*&, G%'%r!" M!'!#%r
Ci% M!'!#%r M!'!#%r Mi''"( Ma)a#(m()t
A33i3&!'& M!'!#%r
S%'i/r S*%ri'&%'%'&
S%'i/r Oi+%r Oi+%r O,(ati*)a" Sta$$
A33i3&!'& Oi+%r
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I)'ust& ,*$i"(
T% I'i!' !&//&i9% i'3&r, +/'3i3&3 / i9% 3%#%'&3 +/%r+i!" 9%i+"%3 "&i-&i"i&,
9%i+"%3 *!33%'#%r +!r3 &$/-$%%"%r3 &r%%-$%%"%r3 !' &r!+&/r3. >i& :822: 'i&33/" i' &% /%3&i+ !r4%& !' ?:1 'i&3 %;*/r&% ri'# &% ir3& 'i'% /'&3 /
F=200 (MF=200): &% i'3&r, (%;+"i'# &r!+&/r3) !r4% ! #r/$& / 1<K /9%r &%
+/rr%3*/'i'# *r%9i/3. T% &$/-$%%"%r 3!"%3 !9% $i&'%33% ! 3*%+&!+"!r #r/$& &r%'
3i'+% &% i 'i'%&i%3.
Tw*9w/(("(s= Ma<(t Si@( ? G*wt/
I' &%r3 / 9/"%: ?:1:? 'i&3 / &$/-$%%"%r3 $%r% 3/" i' &% +/'&r, i' MF=200<
$i& 2:< 'i&3 %;*/r&%. T% &/&!" &$/-$%%"%r 3!"%3 / &% I'i!' i'3&r, !++/'&% /r
!r/' <<.K / &% &/&!" 9%i+"%3 3/" i' &% *%ri/ %'&i/'%.
D(ma)' Di8(s=
T% %!' /r &$/-$%%"%r3 !3 6%%' i'"%'+% 6, ! '6%r / !+&/r3 /9%r &% *!3& i9%,%!r3. T% 4%, %!' ri9%r3 /r &% #r/$& / &% &$/-$%%"%r i'3&r, !r% !3 /""/$3
I'!%!&% *6"i+ &r!'3*/r&!&i/' 3,3&%: %3*%+i!"", i' &% 3%i-r6!' !' rr!"
!r%!3 I'+r%!3% !9!i"!6i"i&, / +%!* +/'3%r i'!'+i'# i' &% *!3& -? ,%!r3
I'+r%!3i'# !9!i"!6i"i&, / %"-%i+i%'& !' "/$-!i'&%'!'+% /%"3
I'+r%!3i'# r6!'i5!&i/': $i+ +r%!&%3 ! '%% /r *%r3/'!" &r!'3*/r&!&i/'
C!'#%3 i' &% %/#r!*i+ *r/i"%
Di%r%'+% 6%&$%%' &$/-$%%"%r !' *!33%'#%r +!r *ri+%3: $i+ !4%3 &$/-
$%%"%r3 &% %'&r, "%9%" 9%i+"%
S&%!, i'+r%!3% i' *%r +!*i&! i'+/% /9%r &% *!3& i9% ,%!r3 !' I'+r%!3i'# '6%r / /%"3 $i& i%r%'& %!&r%3 &/ 3!&i3, i9%r3% +/'3%r
'%%3.
>i"% &% %!' ri9%r3 "i3&% %r% /*%r!&% !& &% 6r/! "%9%": 3%#%'&!" %!' i3
i'"%'+% 6, 3%#%'&-3*%+ii+ !+&/r3.
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YAMAHA PRODUCTS
Yama/a M*t* C*m,a)& Limit(' ! J!*!'%3% /&/ri5% 9%i+"%-*r/+i'#
+/*!', ($/3% H i3 !& 200 Si'#!i: I$!&!: Si5/4!): i3 *!r& / &% =!!!
C/r*/r!&i/'. A&%r %;*!'i'# =!!! C/r*/r!&i/' i'&/ &% $/r"3 6i##%3& *i!'/
!4%r: &%' =!!! CEO G%'i+i !$!4!i &//4 =!!! i'&/ &% i%" /
/&/ri5% 9%i+"%3 /' J", 1: 1. T% +/*!',3 i'&%'3i9% r%3%!r+ i'&/ %&!"
!""/,3 /r 3% i' !+/3&i+ *i!'/3 ! #i9%' =!!! $i% 4'/$"%#% / &% !4i'#
/ "i#&$%i#&: ,%& 3&r, !' r%"i!6"% %&!" +/'3&r+&i/'3. Ti3 4'/$"%#% $!3%!3i", !**"i% &/ &% !4i'# / %&!" r!%3 !' /&/r *!r&3 /r /&/r+,+"%3.
=!!! M/&/r i3 &% $/r"3 3%+/' "!r#%3& *r/+%r / /&/r+,+"%3 (!&%r H/'!).
I& !"3/ *r/+%3 !', /&%r /&/ri5% 9%i+"%3 3+ !3 !""-&%rr!i' 9%i+"%3: 6/!&3:
3'/$/6i"%3: /&6/!r /&/r3: !' *%r3/'!" $!&%r+r!&.
T% =!!! +/r*/r!&% "/#/ i3 +/*ri3% / &r%% &'i'# /r43 *"!+% /' &/* / %!+
/&%r i' ! &ri!'#"!r *!&&%r'.
I' 2000: T/,/&! !' =!!! C/r*/r!&i/' !% ! +!*i&!" !""i!'+% $%r% T/,/&! *!i
=!!! C/r*/r!&i/' 10. 6i""i/' ,%' /r ! *%r +%'& 3!r% i' =!!! M/&/r
C/*!', $i"% =!!! !' =!!! M/&/r %!+ 6/#& 00:000 3!r%3 / T/,/&!
3&/+4 i' r%&r'.
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RACING HERITAGE
=!!! !3 ! "/'# r!+i'# %ri&!#% $%r% i& !3 ! i&3 !+i'%3 !' &%! $i'
!', i%r%'& +/*%&i&i/'3 i' !', i%r%'& !r%!3: /r %;!*"% 6/& r/! !' /
r/! r!+i'#: !"3/ =!!! !3 ! #r%!& 3++%33 $i& ri%r3 3+ !3 B/6 H!''!:
H%i44i Mi44/"!: %'', R/6%r&3: C! R%%: J%r%, M+Gr!&: S&%!' M%rri!':
>!,'% R!i'%,: !' &% "!&%3&: V!"%'&i'/ R/33i. =!!! i3 4'/$' &/ &/3% $/ !r%
/"%r i' !#% !3 &% %3i#'%r / &% /%r' /&/+r/33 6i4%: !3 &%, $%r% &% ir3& &/
6i" ! *r/+&i/' /'/-3/+4 /&/+r/33 6i4% (1< /r 20 !' ?00: 1< /r
12) !' /'% / &% ir3& &/ !9% ! $!&%r-+//"% /&/+r/33 *r/+&i/' 6i4% (181:
6& 1<< i' $/r43 6i4%3).
Si'+% 12 :=!!! *r/+% *r/+&i/' r/! r!+i'# #r!' *ri; /&/r+,+"%3 &!&
!', "i+%'3% r/! r!+%r +/" *r+!3%. I' 1<0: N/'-!+&/r, *ri9!&%%r &%!3
/i'!&% &% 20++ >/r" C!*i/'3i* $i& Gr%!& Bri&!i'3 R/'%, G/"
$i''i'# &% &i&"% /' ! =!!! TD2.
MOTORCYCLE MODELS
=!!! !3 !% !' %;&%'3i9% '6%r / &$/- !' /r-3&r/4% 3+//&%r3: /'-r/!
!' /-r/! /&/r+,+"%3. T% =!!! @S 0: i'&r/+% i' 1<0: $!3 3+ !'
/9%r$%"i'# 3++%33 &!& i& +ri**"% &% Bri&i3 /'/*/", / 9%r&i+!" &$i'
/&/r+,+"%3.
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ELECTRICAL VEHICLES
MOTORCYCLES
• =!!! A"6!
• =!!! Fr/#
• =!!! Li6%r/
• =!!! G"!i!&/r
• =!!! M%3&
• =!!! E++,
• =!!! P!33/"
• =!!! EC-02
• =!!! P!33/"-L
• =!!! =58
• =!!! V-S&!r
• =!!! =F-R1
• =!!! F1
MOPEDS
• =!!! PAS ( Ni+4%" %&!" ,ri% 6!&&%r,)
• PAS Li&i (Li&i i/' 6!&&%r,)
• PAS B3i'%33 (Ni-C 6!&&%r,)
• =!!! =0 A%r/; R
• =!!! J/#
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• =!!! J/# R
• =!!! N%/3
• =!!! B>S
• =!!! M/r*/3
• =!!! @F0@ (CV/;Gi##"%)
• =!!! FS1 (=!!! FS1E)
• =!!! L!#%'
• =!!! DT0
• =!!! TR
• =!!! T0
GOLF CARTS
=!!!
=!!! Dri9%
PERSONAL WATERCRAFT
• >!9%R''%r
WHEELCHAIRS
• J> A+&i9%
• J>-IB
• N%3i+4 3*/'3/r% R!+% +!ir
WHEELCHAIR UPGRADE PARTS
• J>@-1
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• J>-II
• J>-I
• >%&!r +!ir 8
ALL/TERRAIN VEHICLES
• B>80 200 0
• =F?0
• R!*&/r 80 0 0 <00
• B"!3&%r 200
• B!'3%% 0
• >!rri/r 0
• Bri' 0
• /i!4 ?00 ?0
• Gri55", 80 12 0 ?00 ?0 00 0 <00
• Bi# B%!r ?00
• >/"9%ri'% 0 ?0
• Tri- 20
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SNOWMOBILES
=!!! !3 r%+%'&", +"!i% ! 100K /r-3&r/4% 3'/$/6i"% "i'%-*: !4i'# &%
&% /'", 3'/$/6i"% !'!+&r%r &/ / 3/. I' C!'!! &/#: &%r% !r% 3&i"" &r%%
/%"3 &!& =!!! !'!+&r%3 &!& !r% 3&i"" 2 3&r/4%. T%, !r% &% Br!9/: V
?0 !' &% V%'&r% @L. =!!! ! i'&r/+% /r-3&r/4%3 &/ &%ir "i'%-* i'
200 !' &% "i'%-* 6%+!% /r-3&r/4% 6!3% /r /%" ,%!r 200. M!', 3!, &!&
=!!! !3 *r/9%' 3'/$/6i"%3 +!' 6% +"%!': %i+i%'&: !' r%"i!6"% !"" $i"%
!i'&!i'i'# 3&r/'# *%r/r!'+%. T% R@-1 r%"%!3% i' 200 $!3 &% ir3&
*%r/r!'+%-/ri%'&% /r-3&r/4% 3'/$/6i"% &/ %9%r i& &% !r4%&. I& $!3 '/&:
/$%9%r: &% ir3& /%r' /r-3&r/4% 3'/$/6i"% *r/+%. T!& /'/r 6%"/'#3 &/
Ar+&i+ C!& /r &%ir =%""/$3&/'% S*%+i!": r%"%!3% i' 2000: $i+ $!3 %3i#'% !3 !
r%'&!" 3"% &!& +/" %%& =%""/$3&/'% N!&i/'!" P!r43 3&ri'#%'& %i33i/'
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r%ir%%'&. H/$%9%r: &% =!!! r%+%i9% + +ri&i+i3 /r i&3 $%i#&
i3!9!'&!#% $%' +/*!r% &/ 3ii"!r &$/-3&r/4%3: %3*i&% i&3 %;+%""%'& %"
%+/'/, !' "/$-r!'#% &/r%. =!!! i3 '/$ /' &% +&&i'# %#% / /r-3&r/4%
&%+'/"/#, $i& &% i'&r/+i'# / &%ir 80FI %'#i'% $i+ i3 %i**% /' &%
P!5%r !' V%'&r% Li&% /%"3. Ti3 %'#i'% !3 /'% / &% i#%3& 3*%+ii+ /&*&
/ !', /r-3&r/4% i' *r/+&i/': $i& 10 HPL: =!!! !+i%9%3 &i3 %9%' $i&/&
&% 3% / ! /r+% i'+&i/' 3,3&%. =!!! i3 !"3/ ! 4%, *"!,%r i' &% /r-3&r/4%
$!r3: $i+ !r% ! 3%ri%3 / !9%r&i3%%'&3 r/ /**/'%'& S4i-D// $/ +"!i &%ir
2-&%+ !' */$%r-&%4 %i**% &$/-3&r/4%3 !r% 3&i"" +"%!'%r !' /r% %i+i%'& &!'
/r-3&r/4%3: $i"% =!!! 3&i"" +"!i3 &% /r-3&r/4%3 !r% +"%!'%r. =!!! !"3/
6r/4% ! "&i-,%!r !63%'+% r/ 3'/-+r/33 i' &% $i'&%r / 200-0< $i& &%ir
i'&r/+&i/' / ! !+&/r, r!+% &%! %!% 6, /r%r Ar+&i+ C!& r!+%r R/66i%
M!"i'/34i.
CURRENT LINE9UP
• Ba8*
• A,(;
• Atta%<
• N&t*
• F5 N&t*
• P/a@( -t/ G()(ati*)0
• RS Ra#(
• RS V(%t*
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• RS V()tu(
• VK P*$(ssi*)a"
SIGNIFICANT PREVIOUSLY PRODUCED MODELS
• Ba8*
• %*R&
• E)ti%(
• E;%it(
• P/a@( -:st94' G()(ati*)s0
• M*u)tai) Ma;
• R59:
• S)*S%**t
• S)* S,*t
• SRV 3
• SR5
• SR5
• S5 R
• S5 Vi,(V()*m
• V()tu(
•
VK 3
• VMA5
• VMA5 S5
• Vma;
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• Vma;9
SNOWBLOWERS
• YT9E
• YT9ED
• YT9ED+
• YS9
• YS9+
• YS9:
•
YT9:ED
• YT9:E5
• YT9:21E5
• YT9:21E5R
• YS9:41A
• YS9:41AR
• YAMAHA9R:3
REMOTE/CONTROLLED HELICOPTERS
• Yama/a R93
• Yama/a R9MA5
OUTBOARD MOTORS
• st*<( s(i(s
• st*<( 7(t 'i8( s(i(s
• 2 st*<( V
• 2 st*<( ,*ta6"( mi' a)#(
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• Fu"" "ist
0ART ENGINES
KT SERIES 2 STROKE
• KT:SD
• KT:SC
• KT:SEC
• KT:SP
• KT:+
• KT:A5
• KT:A2
OTHER VEHICLES
=!!! !3 !"3/ 6i"& %'#i'%3 /r /&%r !'!+&r%r3 9%i+"%3: /3& '/&!6", &%
V- !' V-8 %'#i'% /r &% F/r T!r3 SHO. T% V/"9/ @C0 3%3 ! "!r#%r 9%r3i/'
/ &% 3!% =!!! V-8 %'#i'%. T%, !"3/ 6i"& F/r"! O'% r!+i'# %'#i'%3 r/
&% "!&% 1803 &/ &% i 103: $i& "i&&"% /' &r!+4 3++%33. I' 11: =!!!
%9%"/*% i&3 F1 %'#i'% 3*%r+!r +!""% &% O@-11 $%r% &$/ ri9%r3 3i& i'
&!'% i' r/'& / &% %'#i'%: 6& &% *r/7%+& $!3 +!''% % &/ &% $/r" r%+%33i/'
!' "!+4 / i'&%r%3&.
=!!! !"3/ &'%3 %'#i'%3 /r /&%r !'!+&r%r3: T/,/&! 6%i'# /'% / &%.
=!!! "/#/3 !r%: /r i'3&!'+%: /' /' &% T/,/&! S %'#i'%3. A3 $%"" !3 &% 2-
GE &i"i5% 6, T/,/&!: P/'&i!+: !' L/&3.
=!!! %9%"/*% ! *r/&/&,*% /r ! &$/-3%!&%r 3*/r&3 +!r $i& %"* / A"6r%+&
G/%r&5. >i"% &% =!!!Ni33!' *!r&'%r3i* '%9%r *r/#r%33% 6%,/' &%
*r/&/&,*% 3&!#%: T/,/&! &//4 * &% %3i#' !' r%"%!3% &% T/,/&! 2000GT.
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=!!! i3 !"3/ /'% / &% 6i# ? +/*!'i%3 i' &% P%r3/'!" $!&%r +r!& !r4%&.
WATER PURIFIER
ALKALION PURIFIER
• OH-A21N
PURIFIER
• OH9U29SA2
• OH9U29SB:
• OH9U49HS
• OH9U49KA
• OH9U49SB4
• OH9U9KA2
• OH9U9SB:
BUSINESS MACHINES
• R*6*t
• Su$a%( m*u)t(
• P**"
• CNC ma%/i)(
• G*"$ %a
o G4:E
o G4:AL
• E)#i)(
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o MT s(i(s -2 st*<(0
MT ::
MT :: VLS
o M s(i(s - st*<(0
M :23
M :3
M 2 -N(w M*'("0
M 23
M 4
M 4
• U)'(#*u)' *i" ta)<
o M& Ta)<
• Oi" s(,aat*
o Patt*" s(i(s
• F**' a''iti8(
• Gas /(at ,um,
o M s(i(s
o SH s(i(s
o 4HP mu"ti
o Li8i)# mat(
o YC+ s(i(s
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MARKET CHARACTERISTICS
DEMAND
SEGMENTAL CLASSIFICATION AND CHARACTERISTICS
T% &r%% !i' *r/+& 3%#%'&3 i' &% &$/-$%%"%r +!&%#/r, !r% 3+//&%r3: /&/r+,+"%3 !'
/*%3. H/$%9%r: i' r%3*/'3% &/ %9/"9i'# %/#r!*i+3 !' 9!ri/3 /&%r !+&/r3: /&%r 363%#%'&3 %%r#%: 9i5. 3+//&%r%&&%3: #%!r"%33 3+//&%r3: !' ?-3&r/4% 3+//&%r3. >i"% &% ir3&
&$/ %%r#% !3 ! r%3*/'3% &/ %/#r!*i+ +!'#%3: &% i'&r/+&i/' / ?-3&r/4% 3+//&%r3 !3
/""/$% &% i*/3i&i/' / 3&ri'#%'& */""&i/' +/'&r/" '/r3 i' &% %!r", 2000. B%3i%3: &%3% *r/i'%'& 36-3%#%'&3: *r/+& #r/*3 $i&i' &%3% 36-3%#%'&3 !9% #!i'% i*/r&!'+%
i' &% r%+%'& ,%!r3. E;!*"%3 i'+"% 12++ /&/r+,+"%3: 100-12 ++ #%!r"%33 3+//&%r3: %&+.
T% +!r!+&%ri3&i+3 / %!+ / &% &r%% 6r/! 3%#%'&3 !r% i3+33% i' T!6"% 1.
T1/Weele!s C'2a!a#$3e Ca!a-#e!$s#$-s
S%**t( M*t*%&%"( M*,('
Pri+%Q(R3. !3
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S&r/4%2-3&r/4%: ?-
3&r/4%M!i'", ?-3&r/4% 2-3&r/4%
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C!*!+i&, (++)0-10 100: 12: 12 0: 0
I#'i&i/' i+4E"%+&r/'i+ i+4E"%+&r/'i+ i+4E"%+&r/'i+
E'#i'% P/$%r
(6*).- <-8 !' !6/9% 2-
>%i#& (4#) 0-100 100 0-<0
F%"Ei+i%'+,
(4 *%r "i&r%)
0-< 0-80 <0-80
L/!
C!rr,i'#Hi# Hi#%3& L/$
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S(#m()ta" Ma<(t S/a(
T% I'i!' &$/-$%%"%r i'3&r, !3 '%r#/'% ! 3i#'ii+!'& +!'#% /9%r &% *!3& 10 ,%!r3$i& &% *r%%r%'+% +!'#i'# r/ 3+//&%r3 !' /*%3 &/ /&/r+,+"%3. T% 3+//&%r3 3%#%'&
$!3 &% "!r#%3& &i"" F=18: !++/'&i'# /r !r/' ?2K / &% &$/-$%%"%r 3!"%3 (/&/r+,+"%3!' /*%3 !++/'&% /r <K !' 21 K / &% !r4%& r%3*%+&i9%",: &!& ,%!r). H/$%9%r: &%
/&/r+,+"%3 3%#%'& &!& ! $i&'%33% i# #r/$& (3i'+% F=1?) 6%+!% "!r#%r &!' &%
3+//&%r 3%#%'& i' &%r3 / !r4%& 3!r% /r &% ir3& &i% i' F=1. B%&$%%' F=1 !'
MF=200<: &% /&/r+,+"%3 3%#%'& /r% &!' /6"% i&3 3!r% / &% &$/-$%%"%r i'3&r,&/ <K %9%' !3 &% !r4%& 3!r%3 / 3+//&%r3 !' /*%3 3&// "/$%r !& 1K !' K:
r%3*%+&i9%",.
O9%r &% *!3& 10-1 ,%!r3 &% %/#r!*i+ *r/i"% / &% &,*i+!" &$/-$%%"%r +3&/%r !3+!'#%. T% +3&/%r i3 "i4%", &/ 6% 3!"!ri% !' i' &% ir3& 7/6. >i& ! ,/'#%r !i%'+%:
&% !&&ri6&%3 &!& !r% 3/#& / ! &$/-$%%"%r !9% !"3/ +!'#%. F/""/$i'# &% /*%'i'# * /
&% %+/'/, !' &% i'+r%!3i'# %;*/3r% "%9%"3 / &i3 '%$ &!r#%& !i%'+%: */$%r !' 3&,"i'#!r% '/$ !3 i*/r&!'& !3 +//r& !' &i"i&,.
T% !r4%&i'# *i&+ / 3+//&%r3 !3 &,*i+!"", %*!3i5% r%"i!6i"i&,: *ri+%: +//r& !' &i"i&,
!+r/33 9!ri/3 !**"i+!&i/'3. M/&/r+,+"%3: /' &% /&%r !': !9% 6%%' &r!i&i/'!"", */3i&i/'%
!3 9%i+"%3 / */$%r !' 3&,"%: $i+ !r% r##% !' /r% r!6"%. T%3% %!&r%3 !9% '/$ 6%%' +/*"%%'&% 6, &% !9!i"!6i"i&, / '%$ %3i#'3 !' &%+'/"/#i+!" i''/9!&i/'3.
M/r%/9%r: i#%r i"%!#% /%r% 6, &% %;%+&i9% !' %'&r,-"%9%" /%"3 !3 !"3/ !&&r!+&%
i'&%r%3& / &$/-$%%"%r +3&/%r. Gi9%' &i3 !r4%& */3i&i/'i'# / 3+//&%r3 !' /&/r+,+"%3:i& i3 '/& 3r*ri3i'# &!& &% '%$ 3%& / +3&/%r3 !3 *r%%rr% /&/r+,+"%3 &/ 3+//&%r3. >i&
6%&&%r #r/' +"%!r!'+%: "!r#%r $%%"3 !' 6%&&%r 33*%'3i/' /%r% 6, /&/r+,+"%3: &%, !r%
$%"" */3i&i/'% &/ +!*&r% &% ri3i'# %!' i' rr!" !r%!3 $%r% &%3% +!r!+&%ri3&i+3 !&&%r /3&.
S+//&%r3 !r% *%r+%i9% &/ 6% !i", 9%i+"%3: $i+ /%r /r% '+&i/'!" 9!"% 3+ !3 6r/!%r 3%!&: 6i##%r 3&/r!#% 3*!+% !' %!3i%r ri%. H/$%9%r: $i& &% 3%+/'-!' +!r !r4%&
%9%"/*i'#: ! *r%%r%'+% /r 3% +!r3 &/ '%$ &$/-$%%"%r3 !/'# 9%i+"% 6,%r3 +!''/& 6%
r"% /&. N%9%r&%"%33: &% *!3& %$ ,%!r3 !9% $i&'%33% ! 3i& i' *r%%r%'+% &/$!r3
#%!r"%33 3+//&%r3 (&!& !r% */*"!r !/'# $/%') $i&i' &% 3+//&%r3 3%#%'&. M/&/r+,+"%3/%r i#%r %" %i+i%'+,: #r%!&%r !++%"%r!&i/' !' /r% %'9ir/'%'&-ri%'"i'%33. Gi9%' &%
%+"i'i'# i%r%'+% i' *ri+%3 / 3+//&%r3 !' /&/r+,+"%3 i' &% *!3& %$ ,%!r3: &% *r%%r%'+%
!3 3i&% &/$!r3 /&/r+,+"%3. B%3i%3 ! +!'#% i' %/#r!*i+ *r/i"%: &%+'/"/#, !'r%+&i/' i' &% *ri+% i%r%'+% 6%&$%%' /&/r+,+"%3 !' 3+//&%r3: !'/&%r !+&/r &!& !3
$%i#% i' !9/r / /&/r+,+"%3 i3 &% i# r%-3!"% 9!"% &%, /%r. T3: &% +3&/%r i3
$i""i'# &/ *!, !' *-r/'& *r%i $i"% *r+!3i'# ! /&/r+,+"% i' %;+!'#% /r "/$%r !i'&%'!'+% !' ! r%"!&i9%", i#%r r%3!"% 9!"%.
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Su,,"&
Ma)u$a%tu(s
A3 &% /""/$i'# #r!* i'i+!&%3: &% I'i!' &$/-$%%"%r i'3&r, i3 i#", +/'+%'&r!&%: $i&
&r%% *"!,%r3-H%r/ H/'! M/&/r3 L& (HHML): B!7!7 A&/ L& (B!7!7 A&/) !' TVS M/&/r
C/*!', L& (TVS) - !++/'&i'# /r /9%r 80K / &% i'3&r, 3!"%3 !3 i' F=200<. T% /&%r 4%, *"!,%r3 i' &% &$/-$%%"%r i'3&r, !r% i'%&i+ M/&/r C/*!', L& (MCL): i'%&i+
E'#i'%%ri'# L& (EL): LML L& (LML): =!!! M/&/r3 I'i! L& (=!!!): M!7%3&i+ A&/
L& (M!7%3&i+ A&/): R/,!" E'i%" L& (REL) !' H/'! M/&/r+,+"% S+//&%r I'i! (P) L&(HMSI).
A"&/# &% &r%% *"!,%r3 !9% /i'!&% &% !r4%& /r ! r%"!&i9% "/'# *%ri/ / &i%: &%ir i'i9i!" !r4%& 3!r%3 !9% '%r#/'% ! !7/r +!'#%. B!7!7 A&/ $!3 &% 'i3*&%
!r4%& "%!%r &i"" F=2000: !++/'&i'# /r 2K / &% &$/-$%%"%r i'3&r, 9/"%3 i' &%+/'&r, &!& ,%!r. B!7!7 A&/ /i'!'+% !r/3% r/ i&3 +/*"%&% /" /9%r &% 3+//&%r !r4%&.
H/$%9%r: !3 &% %!' 3&!r&% 3i&i'# &/$!r3 /&/r+,+"%3: &% +/*!', $i&'%33% !
#r!!" %r/3i/' / i&3 !r4%& 3!r%. HHML: $i+ ! +/'+%'&r!&% /' &% /&/r+,+"%3%#%'&: $!3 &% !i' 6%'%i+i!r,: !' !"/3& /6"% i&3 !r4%& 3!r% r/ 20K i' F=2000
&/ 0K i' F=200< &/ %%r#% !3 &% !r4%& "%!%r. TVS: /' &% /&%r !': $i&'%33% !'
/9%r!"" %+"i'% i' !r4%& 3!r% r/ 22K i' F=2000 &/ 1<K F=200<. T% 3!r% / TVS i'i'3&r, 3!"%3 "+&!&% /' ! ,%!r /' ,%!r 6!3i3 &i"" F=200 !3 i& +!'#% i&3 *r/+& i; 6&
!3 %+"i'% 3i'+% &%'.
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T(%/)*"*#&
Hi&%r&/: &%+'/"/#, &r!'3%r &/ &% I'i!' &$/-$%%"%r i'3&r, &//4 *"!+% !i'", &r/#"i+%'3i'# !' &%+'i+!" +/""!6/r!&i/' (!3 i' &% +!3% / B!7!7 A&/ !' LML) !' 7/i'&
9%'&r%3 (HHML).
A &ir /r - &!& i3: &% 100K /$'% 363ii!r, r/&% - /' !9/r i' &% %!r", 20003. A+!3% i' */i'& i3 HMSI: ! 100K 363ii!r, / H/'!: J!*!'. T!6"% 2 %&!i"3 &% !""i!'+%3 /
3/% !7/r &$/-$%%"%r !'!+&r%r3 i' I'i!.
B%3i%3 &% 6%"/$ %'&i/'% &%+'/"/#, !""i!'+%3: S54i M/&/r C/r*/r!&i/' !3 !"3/
/""/$% &% 3&r!&%#, / 7/i'& 9%'&r%3 (SMC r%*/r&%", !+ir% %i&, 3&!4% i' I'&%#r!O9%r3%!3 Lii&% /r !'!+&ri'# !' !r4%&i'# S54i /&/r+,+"%3 i' I'i!).
Te-%l&$-al #$e/+2s Sele-# Pla4e!s
Natu( *$ A""ia)%( C*m,a)& P*'u%t
Ba7a7 Aut* T%+'/"/#i+!" &i%-* !$!3!4i H%!9, I'3&ri%3
L&: J!*!'
M/&/r+,+"%3
T%+'/"/#i+!" &i%-* T/4,! RD C/ L&: J!*!' T$/-$%%"%r3
T%+'/"/#i+!" &i%-* 6/&! C/r*: J!*!' Di%3%"
E'#i'%3
HHML J/i'& V%'&r% H/'! M/&/r C/: J!*!' M/&/r+,+"%3
KEL T%+'/"/#i+!" &i%-* H,/3'# M/&/r3
M!+i'%r, I'+
M/&/r+,+"%3
KEL Ti% * /r!'!+&ri'#
!' i3&ri6&i/'
I&!"7%&: I&!", S+//&%r3
LML T%+'/"/#i+!" &i%-* D!%"i M/&/r C/ L& M/&/r+,+"%3
H(*
M*t*s
T%+'/"/#i+!" &i%-* A*ri"i! / I&!", S+//&%r3
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! %& $i& 3++%33 /' i&3 "!'+ !' &%r%!&%r: ! /3& / /%"3 !9% 6%%' "!'+% i' &i3
3%#%'& 6, 9!ri/3 *"!,%r3. >i"% B!7!7 A&/ "!'+% &% P"3!r3 (180 ++: 200++ !' 220++)
$i& i#i&!" &$i' 3*!r4 &%+'/"/#, (DTSFi) &!& /%r3 ! */$%r" %'#i'% !' %" %i+i%'+,/ 12 ++ /%"3. M/r%/9%r: i' &% r%+%'& *!3&: &% /&/r+,+"% 3%#%'& !3 $i&'%33% "!'+
/ 9%i+"%3 $i& i#%r %'#i'% +!*!+i&, (i#%r &!' 10++) !' */$%r (i#%r &!' 16*).
T%3% i'+"% /%"3 3+ !3 B!7!7 A&/ E"ii'!&/r !' R/,!" E'i%"3 T'%r6ir/""/$% 6, HHML3 !ri3! !' =!!! R1 !' /&%r 3*/r&3 6i4%3. T% *r/+&3 i' &i3
3%#%'& +!&%r /r 3&,"% +/'3+i/3 +/'3%r3. i&% ! %$ *"!,%r3 !r% %9%"/*i'# /%"3
+/6i'i'# %!&r%3 3+ !3 i#%r %'#i'% +!*!+i&,: /*&i i; / */$%r !' *%r/r!'+%:!' 3*%ri/r 3&,"i'#. H/$%9%r: &% %;&%'& / 3i& &/ &%3% *r/+&3 $/" %*%' /' &%
*/3i&i/'i'# / 3+ *r/+&3 i' &%r3 / *ri+%.
I' &% 3+//&%r3 3%#%'&: &% !r4%& /r *"!3&i+-6/i% 9!ri/!&i+ 3+//&%r3 +/'&i'%3 &/$i&'%33 #r/$& i' &% 3+%'!ri/ / /9%r!"" %+"i'% i' 3+//&%r 9/"%3. Hi#%r 9/"%3 !'
#r/$& !r% %3*%+i!"", &r% /r +%r&!i' 3+//&%r /%"3: 3+ !3 H/'! A+&i9!: &!& 6r/#& i'
'%$ &%+'/"/#, (6%3i%3 9!ri/!&i+ &r!'3i33i/') &/ r&%r i%r%'&i!&% &%3%"9%3. T3:
&% '%% &/ i%r%'&i!&% !' +r%!&% ! 'i+% !3 "% &/ +/*!'i%3 3&r%'#&%'i'# &%ir r%3%!r+!' %9%"/*%'& (RD) +!*!6i"i&i%3 !' r%+i'# &% %9%"/*%'& &i% /r '%$ /%"3.
INCREASING FOCUS ON E5PORTS=
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F/r &% ir3& 'i'% /'&3 / F=200<: &$/-$%%"%r %;*/r&3 i'+r%!3% 6, <K /9%r &%
+/rr%3*/'i'# *r%9i/3: "% !i'", 6, /&/r+,+"%3 %9%' !3 %;*/r&3 / /&%r &$/-$%%"%r3$%r% %!"&,. >i"% /&/r+,+"% %;*/r&3 i'+r%!3% 6, ?0K: 3+//&%r !' /*% %;*/r&3i'+r%!3% 6, 2K !' 2<K r%3*%+&i9%",.
M/&/r+,+"% %;*/r&3 6, B!7!7 A&/: HHML !' TVS !9% r%*/r&% ! r/63& #r/$& i' F=200<
!' !r% %;*%+&% &/ i'+r%!3% r&%r i' &% %i &%r.
A"&/# &% I'i!' &$/-$%%"%r !'!+&r%r3 !9% /r!,% /' &%ir /$' i' &%ir &!r#%&
%;*/r& !r4%&3: &%r% !9% 6%%' i'3&!'+%3 / &i%-*3 $i& &% &%+'/"/#, *!r&'%r3. B!7!7 A&/3
&i%-* $i& !$!3!4i &/ 7/i'&", !r4%& B!7!7 *r/+&3 i' Pi"i**i'%3 i3 ! +!3% i' */i'&. U'%r
&% &i%-*: M3 !$!3!4i M/&/r3 Pi"i**i'%3 C/r*/r!&i/' !3 6%%' !**/i'&% !3 %;+"3i9%i3&ri6&/r3 &/ !r4%& 3%"%+& B!7!7 &$/-$%%"%r3 &!& i'+"% B,4: C!"i6%r 11 !' >i' 12.
T%3% 9%i+"%3 !r% 6%i'# 3%'& &/ Pi"i**i'%3 i' &% +/*"%&%", 6i"& 'i& (CBU) /r. O&%r
3&r!&%#, / %;*!'i'# i'&%r'!&i/'!" *r%3%'+% +/'3i%r% 6, %$ *"!,%r3 i3 &!& / 3%&&i'# *!33%6", "i'%3 i' 3%"%+& S/& E!3& A3i!' +/'&ri%3 %i&%r /' &%ir /$' /r i' *!r&'%r3i* $i&
"/+!" *"!,%r3. B%3i%3: *"!'3 / 3%"%+& /9%r3%!3 &%+'/"/#, *!r&'%r3 &/ 3/r+% r/ &%ir I'i!'
*!r&'%r3 !' *"!'3 / #"/6!" !7/r3 &/ %9%"/* &%ir I'i!' !'!+&ri'# 'i& !3 ! 3/r+i'#6 !, !"3/ "%! &/ i'+r%!3% i' &$/-$%%"%r %;*/r&3 r/ I'i!.
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SWOT ANALYSIS
St()#t/s=
• =!!! M/&/r *r/+&3 %;&%' r/ "!' &/ 3%! !' %9%' i'&/ &% 34i%3: $i&
!'!+&ri'# !' 63i'%33 /*%r!&i/'3 &!& i'+"% %9%r,&i'# r/ /&/r+,+"%3: PSA
%"%+&r/-,6ri 6i4%3: !ri'% !' */$%r *r/+&3 &/ !&//&i9% %'#i'%3.
• C/'&i'/3", /%3 *r/+& i*r/9%%'& i' !++/r!'+% $i& %!'i'# +3&/%r3.
• T% i3&ri6&i/' '%&$/r4 / =!!! M/&/r3 i3 9%r, $i% !' 3*r%! !+r/33 &% +/'&r,.
• Pr/6!6", &% 6%3& i' &%r3 / RD !+i"i&,.
• H!3 #r%!& 6r!' '!% !' +/!'3 "/& / r%3*%+& !/'# 6i4%r3 +/'i&,.
W(a<)(ss=
• N!rr/$ *r/+& "i'% i' &%r3 / /&/r+,+"%3.
• =!!!3 3&r!&%#, /r I'i!' !r4%& $!3 /' ri#& !""%,$!,: 6& 3/%$%r% /$' &%
"!'%: &%, !r% 3&i"" r%",i'# /' +/'9%'&i/'!" /%" $i+ '/ "/'#%r i' 3%.
• =!!! %3*i&% &% *r/i3% !3 !i"% &/ %"i9%r !' i3 3&i"" !' '%r/# i' &% r!+% &/
&/*.
• A 3%ri%3 / '3++%33" !' "/* 6i4%3 !9% %r/% &% "%#!+, / R@100 !' RD0.
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O,,*tu)iti(s=
• T% /&/r+,+"% !r4%& !3 6%%' #r/$i'# !& ! *%'/%'!" r!&% !' &%r% !3 6%%' ! 3i&
i' &% +/'3%r *r%%r%'+%3 r/ 2 3&r/4% 6i4%3. =!!! /&/r3 !9% r%+/#'i5% &i3!' !r% 6ri'#i'# /& '%$ /%"3 / ? 3&r/4% 6i4%3 i&% r%#"!r", &/ +!&%r &% '%%3 /
&% +3&/%r3.
• C/'3%r3 !9% 6%+/% &%+'/"/#, +/'3+i/3 !' =!!! M/&/r3 !9% 6%3& RD
!+i"i&i%3. S/ &%, +!' &!* '%$ +/3&%r3 $i& i''/9!&i9% &%+'/"/#, i' /&/r+,+"%
%3i#' !' !'!+&ri'#.
• T%r% "i%3 "/& / */&%'&i!" i' 10++ !' !6/9% 3%#%'& !' =!!! !3 '/& !% %'/#
i'r/!3 i' &i3 3%#%'&.
T/(ats=
• C/'&i'/3 i9i3i/'3 / +3&/%r 3%#%'& !9% !% +/'9%'&i/'!" 6i4%3 $i+ $!3 &%
3&r%'#& / =!!! /&/r3.
• C/'3&!'& %!' /r *ri+% r%+&i/' r/ +3&/%r3.
• B!7!7 A&/ !' TVS !9% &!4%' "!r#% *!r& / &% !r4%& 3!r% r/ =!!!.
• Gr/$i'# +/*%&i&i/' i' &% i'3&r,: 6/& i' &% &%r3 / '%$ /%"3 !' *ri+%
'%r+&&i'#: &// i3 ! !&&%r / +/'+%r' !3 6/& &% 3!"%3 r%!"i5!&i/' !' /*%r!&i/'
!r#i'3 !, +/% '%r *r%33r%.
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CHAPTER 94
CRITICAL REVIEW OFLITERATURE
LITERATURE REVIEW44
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C3&/%r 3!&i3!+&i/' i3 !' !6i#/3 !' !63&r!+& +/'+%*& !' &% !+&!"
!'i%3&!&i/' / &% 3&!&% / 3!&i3!+&i/' $i"" 9!r, r/ *%r3/' &/ *%r3/' !' *r/+&3%r9i+%
&/ *r/+&3%r9i+%. T% 3&!&% / 3!&i3!+&i/' %*%'3 /' ! '6%r / 6/& *3,+/"/#i+!" !' *,3i+!" 9!ri!6"%3 $i+ +/-r%"!&% $i& 3!&i3!+&i/' 6%!9i/r3 3+ !3 r%&r' !'
r%+/%' r!&%. T% "%9%" / 3!&i3!+&i/' +!' !"3/ 9!r, %*%'i'# /' /&%r /*&i/'3 &%
+3&/%r !, !9% !' /&%r *r/+&3 !#!i'3& $i+ &% +3&/%r +!' +/*!r% &%
/r#!'i5!&i/'3 *r/+&3.
B%+!3% 3!&i3!+&i/' i3 6!3i+!"", ! *3,+/"/#i+!" 3&!&%: +!r% 3/" 6% &!4%' i' &% %/r& /
!'&i&!&i9% %!3r%%'&. T%3% &%' /!i'3 / 3!&i3!+&i/' i'+"% !"i&,: V!"%:
Ti%"i'%33: Ei+i%'+,: E!3% / A++%33: E'9ir/'%'&: I'&%r-%*!r&%'&!" T%!$/r4: Fr/'&
"i'% S%r9i+% B%!9i/r3: C/i&%'& &/ &% C3&/%r !' I''/9!&i/'. T%3% !+&/r3 !r%
%*!3i5% /r +/'&i'/3 i*r/9%%'& !' /r#!'i5!&i/'!" +!'#% %!3r%%'& !' !r%/3& /&%' &i"i5% &/ %9%"/* &% !r+i&%+&r% /r 3!&i3!+&i/' %!3r%%'& !3 !' i'&%#r!&%
/%". T% 6!3i3 /r &% %!3r%%'& / +3&/%r 3!&i3!+&i/' i3 6, 3i'# &% #!* 6%&$%%'
&% +3&/%r3 %;*%+&!&i/' / *%r/r!'+% !' &%ir *%r+%i9% %;*%ri%'+% / *%r/r!'+%.
Ti3 *r/9i%3 &% %!3r%r $i& ! 3!&i3!+&i/' #!* $i+ i3 /67%+&i9% !' !'&i&!&i9% i'
'!&r% +3&/%r 3!&i3!+&i/' %!"3 *%r+%*&i/' / *%r/r!'+% i9i% 6, %;*%+&!&i/' /
*%r/r!'+%.
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CHAPTER 9
RESEARCHMETHODOLOGY
RESEARCH PROBLEM AND OB+ECTIVE=
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2-0 ,%!r3
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DATA COLLECTION AND PRESENTATION
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CHAPTER 9
GRAPHICAL DATA
ANALYSIS ?
INTERPRETATION
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DATA ANALYSIS
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CHAPTER9
FINDINGS OF RESEARCH
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FINDING OF RESEARCH
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CHAPTER 9SCOPE OF FURTHER RESEARCH
SCOPE OF FURTHER RESEARCH80
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CHAPTER 91
PROBLEM
IDENTIFICATION
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PROBLEMS IN YAMAHA
• =!!! 6i4%3 !9% ! *//r i"%!#% i& '%%3 &/ +r%!&% ! */3i&i9% i!#% i' &% i' / i&3
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CHAPTER 9:
SUGGESTIONS
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SUGGESTIONS
1. INTRODUCTION OF NEW BRANDS =!!! 3/" i'&r/+% '%$ 6i4%3 i'
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CHAPTER ::
CONCLUSION
CONCLUSION86
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CHAPTER9 :2
LIMITATIONS
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LIMITATIONS
T% r%3%!r+ !3 3/$% /""/$i'# "ii&!&i/'3
• A9%r!#% !#% 2-0 ,%!r3. &% !9%r!#% !#% / =!!! 6i4% 3%r3 $!3 !33% &/ 6% 21-
2 ,%!r3 . 6& r/ &% 3r9%, i& $!3 /' &!& &% !9%r!#% !#% / =!!! 6i4% 3%r3 "i% 6%&$%%' 2-0 ,%!r3 / !#%.
• Pr/%33i/' S!"!ri% =/'# %;%+&i9%3 . 6%/r% r%3%!r+ 3&%'&3 !' ,/'# %;%+&i9%3
$%r% +/'3i%r% &/ 6% &% !i' +3&/%r / =!!!.6& /r r%3%!r+ !3 3/$' &!& &%
3!"!ri% +"!33 i3 &% !i' +3&/%r / =!!! .
• Fr/ &% r%3%!r+ i& +!' 6% %!3i", i'%rr% &!& &% =!!! +3&/%r3 !r% &% /3& "/,!"
+3&/%r3 !3 !;i '6%r / =!!! 6i4% 3%r3 !r% &/3% $/ !9% !"r%!, 3%
=!!! 6i4%3 . $i"% &% '6%r / '%$ +3&/%r3 !r% + "%33 &!' &!& / /&%r
6r!'3.
• C/*%&i&i9% !9!'&!#% -
S*%%
P/$%r
Pi+4-*
BHP
1. R%3%!r+ $!3 "ii&% &/ /'", &$/ $%%"%r /&/r+,+"% i'3&r,.
2. R%3%!r+ $!3 r%3&ri+&% &/ N/i! /'",.
. Si'+% i& i3 "ii&% /'", &/ &$/ $%%"%r /&/r+,+"% i'3&r, 3/ &% %'&ir% +3&/%r
3!&i3!+&i/' "%9%" $i"% !' !&%r *r+!3i'# ! *r/+& +!''/& 6% *r/7%+&% /' &i3
r%3%!r+.
?. S/%&i%3 i& $!3 9%r, ii+"& &/ #%& &% '%+%33!r, i'/r!&i/' !3 i""i'# &%
%3&i/''!ir% r%ir% &i%.
. R%3%!r+ +/" !9% 6%%' $i%r i' 3+/*% i !"/'# $i& +3&/%r 3!&i3!+&i/' "%9%"
+/'3%r 6%!9i/r *!&&%r' $!3 !"3/ 3&i%.
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CHAPTER9:4
BIBLIOGRAPHY
BIBLIOGRAPHY
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BOOKS
• /&"%r Pi"i*: %""%r L!'% 9i' M!r4%&i'# !'!#%%'& 12 & %i&i/' P%!r3/'
E+!&i/' P.N/. 11<:118:121.
• R!!3$!, V.S.: N!!4!ri S. M!r4%&i'# M!'!#%%'& r %i&i/' 200M!+i""!' P6"i+!&/'. P. N/. 11:12
• !r Ar': Mi'!43i N. M!r4%&i'# M!'!#%%'& Vi4!3 *6"i+!&i/' 13& %i&i/'
200 P. N/ 21: 21?
• /&"%r Pi"i*: /3, A6r!!: M!r4%&i'# M!'!#%%'& 1& Ei&i/' P%!r3/'
E+!&i/' P.N/.11: 11: 120.
WEBSITES
• $$$.i'i!'!&/.+/
• $$$.,!!!-/&/r3-i'i!.+/
• $$$.6i4%3.+/
S*$twa(
• MS >/r"
• MS P!i'&
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CHAPTER9:
ANNE5URE
COMPETITOR CUSTOMER SATISFACTION SURVEY
CUSTOMER NAME -- T/$'
P/'% '6%r .. S&!&%
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E!i" i
Ar%33 / &% +3&/%r............
....
N!% / &% r%%"!'+%r
A. Ar% ,/ (*"%!3% &i+4 )
M!"% -- F%!"% M!rri% -- U'!rri% S!"!ri% -- B3i'%33
B. A#% --
C. E+!&i/' ..
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1. >i+ /&/r+,+"% / ,/ !9%
( P"%!3% &i+4 )
!. H%r/ H/'! 6. B!7!7 +. H/'! . T93 %. S54i. F. =!!!
#. O&%r3 *"%!3% 3*%+i,.
2. H/$ i ,/ ir3& "%!r' !6/& &% /&/r+,+"% ,/ *r+!3%
( P"%!3% &i+4 )
!. D%!"%r3i* 9i3i& 6. Fri%' +. Pr/+& 3/$
. F!i", %. M!#!5i'% !r&i+"%3 . S!$ /'% i' 3%
#. A9%r&i3%%'& . T%3& ri%
i. O&%r3 ..P"%!3% 3*%+i,.
DURING SALES EVALUATION ----
1. >%' ,/ 6/#& ,/r '%$ /&/r+,+"%: /$ 3!&i3i% $%r% ,/ $i& &% *%r/r!'+% /
&% %!"%r3i* 3!"%3 *%r3/''%" /' %!+ / &% i&%3 6%"/$
!. A&&i&% ( Fri%'"i'%33 ) 1 2 ?
6. E;*"!'!&i/'3 / *r/+& %!&r%3. 1 2 ?
+. E;*"!'!&i/' / 3!"%3 &%r3 !' +/'i&i/'3. 1 2 ?
2. H/$ 3!&i3i% !r% ,/ $i& &% %!"%r 3/*.
!. Pr/+& i3*"!, 1 2 ?
6. C"%!'"i'%33 1 2 ?
+. A&/3*%r% 1 2 ?
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DURING VEHICLE DELIVERY EVALUATION ---
1. H/$ 3!&i3i% $%r% ,/ $i& &% /&/r+,+"% %"i9%r,.
!. C"%!'"i'%33 / ,/r *r+!3% /&/r+,+"% !& %"i9%r, 1 2 ?
6. Ti%", %"i9%r, / &% 6i4% 1 2 ?
+. E;*"!'!&i/' / /&/r+,+"% '+&i/'3 !& %"i9%r, 1 2 ?
. Pr/*%r PDI !' +%+43 !%. 1 2 ?
+. Ti%", /+%'&!&i/' / &% %"i9%r, /'% 1 2 ?
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AFTER SALES EVALUATION 999
1. A&%r ,/ 6/#& ,/r '%$ /&/r+,+"% : i &% %!"%r 3&! --
!. S!"%3!' /""/$3 * /r ,/r ir3& %;*%ri%'+%3. 1 2 ?
6. Di &% %!"%r3i* r%i' ,/ /r ir3& 3%r9i+% % 1 2 ?
+. Di &% %!"%r3i* &!4% *r/*& !+&i/'3 &/ ,/r +/*"!i'&3 1 2 ?
A - I$ $* a)& (as*)! &*u /a' t* (,"a%( &*u Cu()t m*t*6i<(! '* &*u t/i)< &*u
w*u"' 6u& $*m t/( sam( '(a"(
(P"%!3% &i+4)
!. D%i'i&%", 6, 6. Pr/6!6", 6, +. Mi#& /r i#& '/& 6,
. Pr/6!6", '/& 6, %. D%i'i&%", '/& 6,
R%!3/'3 ..
B. I ,/ *"!''i'# &/ 6, ! '%$ 6i4% $i+ 6r!'3 i& $/" 6%
................................................................
C. I '/& 3!% +/*!', &%' >,
D. I ,/ &i'4 / 6,i'# ! =!!! 6i4% i' &r% $i+ %!&r%3 $i"" !4% ,/ 6,
!. Mi"%!#% 6. S&,"% +. C/"/r . P/$%r %. Br!'
. Pri+% #. S%r9i+% . BHP i. Pi+4 * 7. !"i&,
4. A"" *r*/3% ". M!'%9%r!6i"i&, . S*%% '. R%"i!6i"i&, /. Rii'# +//r&
E. P"%!3% +/%'& /' =!!!3 Br!' I!#% i' &% 2 $%%"%r i'3&r, '/$
.
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F. P"%!3% r!&% &% /""/$i'#..
!. =!!!3 3!"%3 3&!'!r 1 2 ?
6. =!!!3 3%r9i+% 3&!'!r 1 2 ?
G. >!& !r% &% r%!3/'3 =!!! i3 '/& /i'# $%""
.
H. H/$ $%"" / ,/ %%" &% %!"%r 3%r9i+%3 r%*r%3%'& &% Crr%'& Br!' ,/ 3i'#
(P"%!3% &i+4)
!. E;&r%%", $%"" 6. V%r, $%"" +. A9%r!#% '/& 9%r, $%""
. N/& $%"" !& !""
I. HOW TO MAKE A CUSTOMER ORIENTED COMPANY 999
SUGGESTIONS IF AN= ---
(PARAMETERES) --
1 VER= BAD: 2 POOR: AVERAGE: ? GOOD: VER= GOOD
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PARAMETER FOR UESTIONNAIRES EVALUATION
DURING SALES EVALUATION 9999
:. W/() &*u 6*u#/t &*u )(w Yama/a! /*w satis$i(' w(( &*u wit/ t/( ,($*ma)%( *$
t/( '(a"(s/i, sa"(s ,(s*))(" *) (a%/ *$ t/( it(ms 6("*w=
a. Attitu'( -Fi()'"i)(ss 0
3 T/(
%ust*m( was
,*m,t"&
#((t(' a)'
#ui'(' t* t/(
(s,(%ti8(
sa"(sma)
T/(
%ust*m(
was #((t('
a)' t**<
s*m( tim( t*
6( #ui'(' t*
t/(
(s,(%ti8(
sa"(sma)
4 T/(
%ust*m(
was #((t('
6ut t**< a
"*t *$ tim(
-:3 mi)0 t*
6( #ui'(' t*
t/(
(s,(%ti8(
sa"(sma)
2 T/(
%ust*m(
was )*t
#((t(' a)'
7ust s()' t*
t/(
(s,(%ti8(
sa"(sma)
: T/(
%ust*m(
was )*t
#((t(' a)'
)*t (8()
s()' t* t/(
(s,(%ti8(
sa"(sma)
6. E;,"a)ati*)s *$ ,*'u%t $(atu(s.
3 T/( sa"(sma)
was a6"( t*
(;,"ai) a"" FAB
*$ t/( ,*'u%t
a)' its
%*m,(titi*)
T/(
sa"(sma) was
a6"( t* (;,"ai)
FAB *$ *u
,*'u%ts
4 T/(
sa"(s ma)
was a6"( t*
(;,"ai)
*)"& <(&
$(atu(s
2 T/(
sa"(sma)
was a6"( t*
(;,"ai)
*)"& a $(w
$(atu(s
: T/(
sa"(sma)
was )*t
a6"( t*
(;,"ai)
a)&
$(atu(s
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%. E;,"a)ati*) *$ sa"(s t(ms a)' %*)'iti*)s.
3 sa"(sma)
(;,"ai)(' a"" t/(
sa"(s t(ms a)'
%*)'iti*)s
sa"(sma)
(;,"ai)('
m*st *$ t/(
sa"(s t(msa)'
%*)'iti*)
4
sa"(sma)
(;,"ai)('
$(w sa"(st(m a)'
%*)'iti*)s
2
sa"(sma)
*)"&
m()ti*)('t/( sa<(s
t(m a)'
%*)'iti*)s
:
sa"(sma)
'i')t
(;,"ai)a)& sa"(s
t(m a)'
%*)'iti*)
2. H*w satis$i(' a( &*u wit/ t/( '(a"( s/*,.
a. P*'u%t 'is,"a&
3 Bi<(s w((w("" aa)#('
a)' %*u"' 6(
s(() $*m a""
a)#"(s
Bi<(sw((
aa)#('
w("" 6ut )*t
8isi6"( $*m
a"" a)#"(s
4 Bi<(w(( aa)#(
i) a ma))(
t/at *)"& *)(
si'(s w((
8isi6"(
2 Bi<(sw((
%am,('
i) sma""
s,a%(s a)'
)* s,a%(
6(tw(()
t/(m
: T/(6i<(s w((
%amm(' i)
s,a%( a)'
aa)#('
/a,/a@a'"&
6. C"(a)"i)(ss
3 E8(&t/i)#
%"(a)- i)si'(
a)' *utsi'(0
T/(
s/*w**m is
%"(a) 6ut
*utsi'( is
"itt"( 'it&
4 T/(
s/*w**m is
a "itt"( 'ust&
a)' 'it&
2 T/(
*utsi'(
'it& 6ut
i)si'(
%"(a)
:
E8(&t/i)#
'it& a)'
"itt(('
%. Atm*s,/((99
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3 T/(( was
a'(uat( s(ati)#
$* a"" %ust*m(s
a)' t/( "*u)#(
was w("" st*%<('
wit/ ma#a@i)(!
)(ws ,a,( a)'t/( TV was
u))i)# wit/ t/(
a,,*8(' 8i'(*s
a)' t/( t(m,. i)
t/( s/*w**m
was ,"(asa)t
T/(
%ust*m(
"*u)#( /a' a
#**'
s("(%ti*) *$
ma#a@i)(
a)' t/( TVwas )*t
w*<i)# a""
t/( tim( wit/
a'(uat(
s(ati)# a)'
t/( t(m,. i)
t/(
s/*w**m
was
%*m$*ta6"(
4 T/(
s(ati)#
was *)
$ist %*m(
$ist s(8(
6asis a)'
sma"")um6( *$
ma#a@i)(
w((
a8ai"a6"(
a)' t/(
t(m,. i)
t/(
s/*w**m
was *<
2 O)"& a $(w
%/ai w(( t/(( i)
t/( s/*w**m a)'
t/( TV was )*t
w*<i)# a)' t/((
w(( )* ma#a@i)(
a)' t/( t(m,. i)t/( s/*w**m was
6a'
:
T/((
w(( )*
%/ais i)
t/(
s/*w**
m )* TVa)' )*
ma#a@i)(
a)' t/(
t(m,. i)
t/(
s/*w**
m was
(;t(m("&
u)%*m$*
ta6"(
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DURING VEHICLE DELIVERY EVALUATION
:. H*w satis$i(' w(( &*u wit/ t/( m*t*%&%"( '("i8(&.
a. C"(a)"i)(ss *$ &*u ,u%/as(' m*t*%&%"( at '("i8(&
3 t/(
6i<( was
s,*t"(ss !
,($(%t"&
%"(a)('
a)'
/a)'('
*8(
t/( 6i<(
was a"m*st
%"(a) a)' was
/a)'('
,*,("&
4 s*m(w/at
%"(a)
2 'it&
wit/
/a)'
ma<s
: 'it& a)'
/a' s%at%/
ma<s
6. Tim("& '("i8(& *$ t/( 6i<(
3 t/( 6i<(
was
'("i8(('
imm('iat("&
a$t( t/(
PDI
t/( 6i<(
was
'("i8(('
*) t/( sam(
'a& 6ut /a'
t* wait $* 2
/*us
4 t/(
6i<( was
'("i8(('
*) t/(
sam( 'a&
wit/i) 2
/*us
2 t/( 6i<(
was '("i8(('
t/( sam( 'a&
6ut i) t/(
s(%*)' /a"$ *$
t/( 'a&
: t/( 6i<(s
was )*t
'("i8((' *)
t/( sam( 'a&
'(s,it( *$
waiti)# "*)#.
It was
'("i8(('a$t( 294 'a&s
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%. E;,"a)ati*) *$ m*t*%&%"( $u)%ti*)s at '("i8(&
3 T/(
s(8i%(ma)
(;,"ai)(' a""
t/( $(atu(s
a)' #a8(
%*m,"(t(
mai)t()a)%(
ti,
t/(
s(8i%(ma)
ti(' t*
(;,"ai) a""
t/( $(atu(s
a)'
mai)t()a)%(
ti,s
4 t/(
s(8i%(ma)
was )*t
$*t/%*mi)#
i)
(;,"ai)i)#
t/( $(atu(s
a)'
mai)t()a)%(
ti,s
2 t/(
s(8i%(ma)
%*u"'
(;,"ai) a
$(w
mai)t()a)%(
ti,s *)"&
: t/(
s(8i%(ma)
%*u"' )*t
(;,"ai) t/(
$(atu(s a)'
t/(
mai)t()a)%(
ti,s
'. P*,( PDI a)' %/(%<s ma'(.
3 ,*,(
PDI was '*)(
a)' t/(
6**<"(t was
$i""('
-$am(!
()#i)(!
("(%ti%a"
!*a' t(st
!6att(&!
*i"i)#! t&(
%/(%< 0
3 *ut *$
t/( t/i)#s
w(( %/(%<('
a)' t/(
6**<"(t was
$i""('
4 *ut *$
t/i)#s w((
%/(%<(' a)'
t/( 6**<"(t was
)*t $i""('
2 t/i)#s
w((
)*ti%(' 6ut
)*t
%/(%<('
a)' t/(6**<"(t
was )*t
$i""('
: PDI was )*t
'*)( 6($*(
'("i8(i)# a)' t/(
6**<"(t was )*t
$i""('
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(. P*,( '*%um()tati*) *$ t/( '("i8(& '*)(
3 %*m,"(t(
'*%um()tati*)
*$ '("i8(& was
'*)(
'*%um()tati*)
was '*)( 6ut
$(w s*m(i)$*mati*)
was
i)%*m,"(t(.
4
'*%um()tati*)
was '*)( 6ut
m*st *$ t/(i)$*mati*)
was
i)%*m,"(t(
2 w*)#
'*%um()tati*)
was '*)(
:
'*%um()tati*)
was )*t '*)(
AFTER SALES EVALUATION 999
:. A$t( &*u 6*u#/t &*u )(w Yama/a ! 'i' t/( '(a"( sta$$ 99
a. Sa"(sma) $*""*w u, $* &*u $ist (;,(i()%(s.
3
P(missi*)
wit/ 'at(
a)' tim(
ta<() $*
t/( $ist
$*""*w u,
P(missi*)
ta<() wit/
s*m(
'(tai"s
4
P(missi*)
ta<() 6ut
wit/ )*
'(tai"s
2
P(missi*)
)*t ta<()
6ut
i)t((st
s/*w).
: N* ,(missi*)
ta<().
6. Di' t/( '(a"(s/i, (mi)' &*u $* $ist s(8i%( 'u(.
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3 '(a"(s/i,
(mi)'(' $* t/(
$ist s(8i%( 'u( a 4
'a&s 6($*(
'(a"(s/i,
(mi)'('
$* t/( $ist
s(8i%( 2
'a&s 6($*(
4
'(a"(s/i,
(mi)'('
$* t/( $ist
s(8i%( 'u(
a 'a&
6($*(
2
'(a"(s/i,
(mi)'('
$* t/(
$ist
s(8i%( *)
t/( 'u(
'a& its("$
:
'(a"(s/i,
'i')t
(mi)' $*
t/( $ist
s(8i%( 'u(
at a""
%. Di' t/( '(a"(s/i, ta<( ,*m,t a%ti*)s t* &*u %*m,"ai)ts.
3 C*m,"ai)sw(( /(a' a)'
(s*"8('
ui%<"&
"ist()('a)'
(s*"8('
4 "ist() a)'(s*"8( i) a
"*)# ,(i*' *$
tim(
2 7ust"ist()
: )*t"ist()i)# a)'
)*t (s*"8i)#
F. P"(as( at( t/( $*""*wi)#=
a0 Yama/a s sa"(s sta)'a'
3 a"" t/( $(atu(s
a)' 6()($its w((
3 *ut
*$
4 *ut
*$ s(8()
2
s*m(
: )*
,*'u%t104
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(;,"ai)('-YTPS!
%*m$*t i'(! ()#i)(
'is,"a%(m()t! CC!
6a<(s !,i%(!
mi"(a#(! ,(t*" ta)<0
$(atu(s
a)'
6()($its
w((
(;,"ai)('
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a)'
6()($its
w((
(;,"ai)('
$(atu(s
w((
t*"'.
B()($its
w((
)*t t*"'
$(atu(
a)'
6()($it
was t*"'
60 Yama/a s s(8i%( sta)'a'
3 a"" 22
$(atu(s
w((
%/(%<('! t/(
6**<"(t was
$i""(' a)'
t/(
%ust*m(
wasi)$*m('.
a"" 22
*$ $(atu(s
w((
%/(%<(' !
t/( 6**<"(t
was $i""('
6ut t/(
%ust*m(
was )*ti)$*m('
4 :3 *ut *$ 22
$(atu(s w((
%/(%<('! t/(
6**<"(t was $i""('
6ut t/(
%ust*m(s w((
)*t i)$*m('
2 $(w
$(atu(s
w((
%/(%<('!
6ut t/(
6**<"(t
was )*t
$i""(' a)'
t/(%ust*m(
was a"s*
)*t
i)$*m('.
: s(8i%(
was )*t '*)(
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CHAPTER9:3
UESTIONNAIRES
CUSTOMER SATISFACTION OF TWO WHEELERS INDUSTRY
:. N!%
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2. G%'%r (MF)
4. M!ri&!" S&!&3
i. M!rri% ii U'!rri%
. P/'% N/.
3. L/+!&i/'Ar%33
.A#% Gr/*(i' ,%!r3)
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