17-11-2012, 12:36 PM
AN ORGANIZATIONAL STUDY ANDA STUDY ON CUSTOMERS PERCEPTION TOWARDS N.MAHALINGAM & COMPANY (PVT) LIMITED COIMBATORE
AN ORGANIZATIONAL STUDY ANDA.docx (Size: 187.47 KB / Downloads: 42)
ABSTRACT
A project entitled “A Study on the perception of customers towards N.Mahalingam & company-Coimbatore. The objective is to know about increasing the sales through the sales promotional techniques.
The researcher adopts descriptive research design and the collection of data was made through questionnaire method. Suggestions given to the company to make changes in their product advertisement, colour, and improve quality. The company may take some action related to their promotional tools because the customers are expecting samples. The company can accelerate its distribution facility to avoid the non-availability of its product.
INTRODUCTION
A study on company plans out their marketing strategies which help to increase visibility and build a distinct brand image. Looking at the intense competition it is become very necessary for company to make a name for themselves in consumers mind. So the opinion of customers plays an important role in making marketing strategies. Hence this study will provide the company to what customers perceive about the new product of FORCE ONE (SUV VEHICLE). It will also help to find out the brand image from Coimbatore city.
India is emerging as a global automobile giant. In recent years this industry has made pioneering efforts in adopting modern technology and allowing the entry of foreign players. During the last decade, conscious efforts have been made to fine-tune state policy to enable the Indian automobile industry realizes its potential to the fullest.
The freeing of the industry from this restrictive environment has helped it to itself to global development
Increasing competition as result of liberalization has led to continuous modernization as well as international standards. Moreover, auto finance with aggressive marketing strategies has played a big role in boosting the automobile demand. Commercial vehicles had a good start for the year.
INDUSTRY PROFILE
In the year 1769, a French engineer by the name of Nicolas J. Cugnot invented the first automobile to run on roads. This automobile, in fact, was a self-powered, three-wheeled, military tractor that made the use of a steam engine. The range of the automobile, however, was very brief and at the most, it could only run at a stretch for fifteen minutes.
In addition, these automobiles were not fit for the roads as the steam engines made them very heavy and large, and required ample starting time. Oliver Evans was the first to design a steam engine driven automobile in the U.S.
A Scotsman, Robert Anderson, was the first to invent an electric carriage between 1832 and 1839. However, Thomas Davenport of the U.S.A. and Scotsman Robert Davidson were amongst the first to invent more applicable automobiles, making use of non-rechargeable electric batteries in 1842.
Development of roads made travelling comfortable and as a result, the short ranged, electric battery driven automobiles were no more the best option for travelling over longer distances.
COMPANY PROFILE
M/s. N. Mahalingam & Company is a partnership firm, was established by our Chairman Arutchelvar Dr. N. Mahalingam in the year of 1954 by operating Petrol Pumps at Coimbatore, Pollachi and Udumalpet to provide a thrust for promotion of Service Sector.
Mr.A.Shanmugasundaram took the responsibility as “Managing Partner” in the year 1974 and the infrastructure of the company was strengthened year after year and consequently the business had witnessed continuous growth. Now the company’s responsibilities are being shared by his sons Mr.S.Chandrasekhar and Mr.S.Senthil Saravanan as a working partners.
The Company embarked on its dealership business with the following principals.
FORCE Motors Ltd., - Dealership:
In 1969. the company started in taking the dealership of Bajaj Tempo Ltd, Pune for selling their vehicles of SCV’s, MUV’s, LCV’s and Tractors. Later, the company Bajaj Tempo has been known as “FORCE Motors Ltd” in the year 2005. Now, the division is having showroom & Service Centers at Coimbatore, Erode, Salem, Pollachi, Tirupur and Tirunelveli.
FORCE ONE – Dealership:
The company has also started the FORCE ONE dealership for sales and service from the month of Sep’11 at Coimbatore. This is also one of the milestone of our company’s growth.
FORCE Motors – Depot Operations:
The company started the grand vehicle Depot Yard for Tamil Nadu state dealers of M/s.Bajaj Tempo Ltd, at 1999 and latterly which was known as “FORCE Motors Ltd.,” in the 2005.
MAN FORCE TRUCKS – Dealership:
MAN Force Trucks Pvt Ltd., given the First Dealership in India to our M/s. N.Mahalingam & Company, Coimbatore around the year 2006. After that the dealership has been expanded to Erode, Salem and Tirunelveli branches with 3 facilities of Sales, Service & Spares.
Customer Interaction:
The main role of the customer service department is to verbally interact with customers by giving them helpful information, answering questions or forwarding technical difficulties to the IT department if the customer is having a technical issue. The customer service department may also be responsible for handling customer complaints that are sometimes used to improve the overall services or products offered by the specific company. Customer service representatives can solve problems that customers are having either by phone or in person. Customer service representatives that work by phone usually work in call centers overseas, however, some call centers are located in the United States. Customer service representatives who deal with client issues in person can work in a variety of places, including retail stores.
Customer Satisfaction:
One of the roles of the customer service department is gaining customer satisfaction. Customer service representatives must be polite to customers at all times without exception. They must do their best to accommodate the needs of the customer. Customer service representatives sometimes issue feedback surveys so that they can understand whether or not the customer is satisfied with the product or service. The customer service department may also evaluate these surveys themselves or send the surveys elsewhere for evaluation.
CONCLUSION
From the study it is clear that the perception of customers towards N.Mahalingam&Company was good. This research finds some of the small gap between the sellers and their consumers.
N.MAHALINGAM&COMPANY aims to identify the customer perception with the way of research. Also they can collect the feedback from their customers. The company wants to increase the promotional activity like advertisement, offers, etc... It helps to increase the good perception about the company to the customer.
Since the customers are the backbone of the company. The company wants to satisfy them in order to improve the business in the higher competitive market of the liberalized economy.