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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

Prep by: Shridhar.R.Hosamani Page 1


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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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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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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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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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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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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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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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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.




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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.


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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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.


Very Reasonable 33 33%

Reasonable 40 40%

Costly 24 24%

Very Costly 1 3%

Total 30 100%



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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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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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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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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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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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