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INTRODUCTION

The global business environment is buzzing with the single most important issue of building a competitive edge by creating and retaining a large number of customers and their competitors by offering them the necessary satisfaction through their services, every organisation is therefore siezed of the task of establishing who has been rendered unpredictable by competition.

Therefore every business is engaged in making a continuous effort for achieving customer loyalty, which however, has not been achieve by anyone in absolute terms. But the customer is not compromising mood to relax in his pursuit of advantages and to realize value for his money. Organisations are devoting their attention to prove their customer worthiness.

In short, it is the total organisation culture and brand equity which face challenges of other organisation so that there is a perennial struggle amongst organisation to sustain their existence in the market place.

Ramcor pvt.ltd is such organisation that is the authorized dealer of piaggio in the region of krishna and guntur, and the identification of the customer opinion lurking behind on the dealer service and has taken its significance.

The study is concerned primarily to know the customer opinion towards services offered by RAMCOR and find out the basic reasons as to why customer are feeling cognitive dissonance survey research method is adopted to collect

primary data from the respondents and due to the time constraints only 100 respondents are randomly picked from the city of vijayawada.

A predefined questionnaire is used as an instrument in collecting information from the respondents. Various websites related to the automobiles industry is used for gathering secondary data.

The main findings of the study are most of the respondent are suggesting the barand piaggio for CNG but are dis-satisfied with ape truck which is a 4 wheeler cargo vehicle provided by the dealer. They are willingly to switch to other brands like tata ace etc. Respondents are satisfied with availability of spare parts and services.

The various views from the respondents to improve the promotion on ape xtra and the services in totality the dealer has to run some HRD and technical programs for the staff to develop soft skill and upgrade their technical skill sets according to frame strategies to targets the employees. The dealer has to work as the ambassador of piaggio.

The questionnaire used for collection of data is a predefined questionnaire so the intentions of respondents might not be clear. The study being restricted onlyt to the city of vijayawada and the views drawn out of the study may not be applied to all the geographical areas. All the views of the respondents cannot be drawn descriptively so the views which arose from majority of the respondents are consdidered.

Industry Profile
Three and four wheeler company so many manufacturing in india in initial phase like Tata , Mahindra and Mahindra , Bajaj and Piaggio ape vehicles pvt. Ltd. In the initial phase Bajaj, Tata and Mahindra cover the market in three wheeler . Indian automobile industry witnessed a growth of 16.04% in 3-wheeler segment. Indian 3wheeler segment includes a range of vehicles such as auto rickshaws, minitempos. In India, there are six local and multi-national companies making three wheelers. Bajaj Auto is the leader in three - wheeler manufacturing. It has also dominated the global arena after Piaggio. The automobile sector has been contributing its share to the shining economic

performance of India in the recent years with the Indian middle class earning higher per capita income, more people are ready to own private vehicles including cars and two-wheelers. Product movements and manned services have boosted in the sales of medium and sized commercial vehicles for passenger and goods transport. Side by side with fresh vehicle sales growth, the automotive components sector has witnessed big growth. The domestic auto component consumption has crossed rupees 9000 crores and an export of one half size of this figure.

TATA:
The foundation of the company's growth over the last 50 years is a deep understanding of economic stimuli and customer needs, and the ability to translate them into customer desired offerings through leading edge R&D. With over 3,000 engineers and scientists, the company's Engineering

Research Centre, established in 1966, has enabled pioneering technologies and products. The company today has R&D centres in Pune, Jamshedpur, Lucknow, Dharwad in India, and in South Korea, Spain, and the UK.

It was Tata Motors, which developed the first indigenously developed Light Commercial Vehicle, India's first Sports Utility Vehicle and, in 1998, the Tata Indica, India's

first fully indigenous passenger car. Within two years of launch, Tata Indica became India's largest selling car in its segment. In 2005, Tata Motors created a new segment by launching the vehicle Tata Ace, India's first indigenously developed mini-truck

BAJAJ:
Established in 1945 , Bajaj Auto Ltd. Was incorporated as a trading

company. Till 1959, they imported scooters and three-wheelers from Italy and sold them in India. The company got a production license in the year 1959 and fastened a technical collaboration with Italian PIAGGIO in 1960. Bajaj Auto Ltd. Is one among India's top ten companies in terms of market capitalization The company and started among the top five in the terms year of annual turnover. producing scooters in 1961 and followed three-

wheelers production in 1962. Its collaboration with Piaggio expired in 1971 and since then, their scooters and three-wheelers are being sold with the brand name BAJAJ.
BAJAJ Auto Ltd. is the largest exporter of two and three wheelers. With

Kawasaki Heavy Industries of Japan , Bajaj manufactures state-of-the-art range of two-wheelers. The brand, Pulsar is continually dominating the Indian motorcycle market in the premium segment. Its Discover dtsi is also a successful bike on Indian roads

MAHINDRA AND MAHINDRA


Mahindra & Mahindra Limited services , financial services , steel logistics, after-market, two wheelers, and engages trading in the automotive , farm equipment, IT and processing, infrastructure, hospitality,

investment businesses primarily in India. The

company manufactures and markets utility vehicles and light commercial vehicles, including

three-wheelers, two-wheelers, and tractors under the Shaktimaan brand name establishes fresh produce supply chain and produces and markets seed and seed potato, and crop care products.

Introduction to Three and four wheeler


Three and four wheeler - A meaningful transportations in all over world. A three and four wheeler vehicles is very helpful for transportation hiring and loading purpose in all over market in India. The customer is mostly want to good product and Indian market. The customer wants good for hiring and loading purpose in proper way convenience in all type work. The common customer using for good business for hiring purpose in Indian market. Write now cng and diesel vehicles available in Indian markets. good quality in market . These could range from customer satisfactions of vehicles three and four wheeler in

Types Of Three wheeler vehicles:


By Structure and using A Vehicles can be classified in two categories depending on its purpose a) Hiring purpose b) Loading purpose

Three wheeler Vehicles

Loading pupose

hiring purpose

a)

Hiring purpose: A hiring purpose vehicles using for business purpose as well as own purpose in daily life

in proper way markets. Three wheeler which are using all for mostly in public transportation.

Advantages or Benefits of using three wheeler vehicles:


i) ii) iii) iv) v) vi) Professional for own purpose Diversification Good transportations Liquidity Transparency of product Flexibility of hiring and loading purpose

The following people can purchase three and four wheeler in India:
Municipal corporations PVT. township & large housing societies Industrial complex Sports complex Hiring purpose & big hospital Constructions company

Electricity bords

Distribution of Three and four wheeler in India


The national distributor of different type of three and four wheeler in India as wells as all over world. All type four and three wheeler auto industry in different way of markets in India as well as all over world. These are different auto industry like Bajaj, Mahindra ,Tvs , vikram and Tata motor are main industry India. All over Indian markets cover in proper way customer satisfaction as well as good product . mainly customer good product formed as a trust in India.

National Distributors of three and four wheeler


These are the distribution auto company that are spread all over the country. They get the forms of different tye of vehicles in Indian markets. Some well-known national distributors three and four wheeler are listed below: Bajaj auto Piaggio ape Mahindra and mahindra TVS Tata motors

Business Opportunity Presentation (BOP):


Three and four wheeler vehicles in Indian market. This is a very successful programme to make people aware about the mutual fund concept and a new business opportunity.

Short Messaging Service (SMS):


The promotion through SMS is a new and quick method. In this method a written message is sent on all the mobile handset in a certain location. My company in Delhi region used this promotional tool. registration. The SMS typed by the company was- Hurry, last date for

COMPANY PROFILE
INTRODUCTION: The firms in the group enjoyed the following associations over the years which are today the foundation for understanding of the market place and consumer behaviour.

Promoted brands such as austin and plymouth in passenger segment and fargo trucks in Commercial vehicle segment. Promoted mahindra range of tractors in Farm equipment sector Promoted greaves garuda 3 wheelers in three wheeler segment. Promoted brands like murphy radios, televista televisions and sonodyne music systems, kelvinator,BPL,sony etc., in consumer durable segment. Promoted brands like Cynamid, Hoechst, etc in Agro chemicals segment. Promoted brands like Noivartis, Ciba Geigy and Novartis in Animal Health care segment. Promoted the furniture range from Featherlite corporation in furniture segment. Promoted telecom products like fax machines, EPABX systems and acted as franchisee for Airtel. Therefore, Telecom segment. Promoted products from ion exchange(zero-B) in hygeine segment. Promoted spraying equipment (Aspee), portable engines(Greaves) and Iseki-japan(power tillers) Agricultural inputs segment.

Core purpose:
To bee one of the most valued organisations for retailing automotive and alied products, with professional approach and ethical business practices.

To attain customer delight, through effective implementation of system and procedure and development of infrastructure which will ensure quality service.

To nurture the products and respective brands achieve optimum growth for the companies we represent.

To nurture a culture where in the employees work as a team and experience, total satisfaction, growthand respect which ultimayely results in highest level of productivity. To act with great responsibility towards the society and play an important role in the betterment of the share.

CORE VALUES:
Concern for customers. Relationship with trade partners. Compliance of systems and procedures. Reverence for fellow employees. Commitment to their principles. Respect towards work.

COMMITMENT: They will continuously align thierselves to the vision and mission of the companies they represent. They will strive per highest level of customer satisfaction for the production they represent as well as the services they offer. They will strive for leadership on all fronts in the areas they operated.

PRODUCT PROFILE

The

Piaggio was established in September 1882 in Sestri Ponete, Genoa (Italy) by The very first Ape model and the

Enrico Piaggio as a timber stockyard with his son Rinaldo.

mark immediately following it were mechanically a Vespa with two wheels added to the rear, with a flat-bed structure on top of the rear axle. Piaggio vehicles pvt. Ltd ape lunch in india 1964. The company got a production license in the year 1959 and fastened a technical collaboration with Italian PIAGGIO in 1960. Mr Ravi Chopra, Chairman & Managing Director of Piaggio Vehicles Pvt. Ltd.

Piaggio are truly passionate about offering the Indian customer a new benchmark in eco-friendly transportation. The Piaggio ape' CNG 3-wheeler is a product of advanced research at Piaggios R & D centres in both Italy and India and incorporates advanced technologies, which distinguish Piaggio around the world. Piaggio is the inventor of the 3-wheeler and the world standard for 3wheeler technology. Mr Ashutosh Khosla, Director - Sales & Marketing of Piaggio, vehicles Pvt Ltd. Specialized needs of the customers and the changing environment is a way of life for us at Piaggio Vehicles. This is Piaggios mission to provide meaningful transportation solutions that truly meet and serve the needs of the Indian customer and the Indian environment.

The companys product range includes half tonner cargo vehicles (Pick up and Delivery van), and 3 Seater passenger vehicles in various fuel variants like Diesel, CNG, and LPG. The latest entrant in the product range is a sub one-ton four wheeler ape truk, which has been successfully launched in various states across India Piaggio's ape' already has more than 6,00,000 happy ape customers in India today. The company achieved sales of over 1,55,000 vehicles in the year 2007. PVPL is currently the market leader in the state-of-the-art three-wheeler diesel category in India, with a market share of 55%. The Ape is also commonly used as a promotion tool. Advertising hoardings marketing companies are mounted in the load bay. The Ape's unusual looks can help draw attention to a brand or business. The Ape is a common sight in Italy where its compact size allows it to navigate narrow city streets and park virtually anywhere. It's also often seen at the roadside where the load area is used as an impromptu market stall by farmers. The Ape is produced in India by Piaggio India, and a similar vehicle is manufactured by Bajaj Auto. In India the Ape is most commonly found in the form of an auto rickshaw or (tuktuk). Nowadays 2 model ranges are offered- The "Ape 50" with a 49.8cc Petrol Engine and the larger "Ape TM" which comes available with a 218cc Petrol engine or a 422cc Diesel engine. The "Ape 50" can carry 170 kg while the "TM" can carry 700 kg. A limited edition named the Calessino was made available this had retro styling and came in an auto rickshaw body. The bodywork was close to the Ape of the 1950s

and 1960s and was designed to evoke memories of the era of dramatic economic growth in Italy known as La Dolce Vita. Piaggio Indias manufacturing hub is a picture of cutting edge manufacturing technology and advanced facilities. Having started with just 40 vehicles a day, the Indian Plant today produces 500 vehicles per day and has a capacity of 2,00,000 vehicles per annum.

The company is headquartered at Pune and its state-of-the-art manufacturing facilities at Baramati, Maharashtra. PVPL employs around 1700 people, has a widespread network with 7 regional offices, 14 branch offices and more than 600 sales and service outlets across the country. Piaggio vehicles Pvt Ltd. turn over is 1800 cr. In India. Piaggio also ensures that its high quality products are backed up by equally high standards of customer care. A network of over 600 sales and service outlets ensure pre and postsales service that truly conforms to Piaggios standards anywhere in the world. Mobile service vans also help to reach out to customers with Piaggio care. Piaggio's target in India of achieving a turnover of $ 1 billion by 2010 is well on the road to fulfillment.

Believe in
Having good quality in other brands in Indian market Making trust in brand in three and four wheeler vehicles Providing customers good transportations in Indian environments today as well as in future.

Vision:
To be the leader in their transportation field of business through: Total Customer Satisfaction, Commitment to good quality product, Determination to Succeed with strict brand, Satisfactions of their using Customers.

Key Benefits: Great Mileage & performance More Load ability State-of - the art technology Lowest operating costs Unbeatable service Super safety Great driving comfort Elegant good looks Easy customization

Mission: Piaggio s mission to provide meaningful transportation solutions that truly meet and serve the needs of the Indian customer and the Indian environment. Living up to the specialized needs of the customers and the changing environment is a way of life for us at Piaggio Vehicles. Piaggio also ensures that its high quality products are backed up by equally high standards of customer care in all over India.

Management: The management at piaggio vehicles pvt. Ltd. brings together a team of people with wide experience and knowledge in the tranportations services domain. The management provides direction and guidance to the whole organization. It has strong visions for piaggio ape as a globally respected company providing comprehensive services in transportations sector. The Customer First philosophy is deeply know in the management at piaggio. The aim of the management is to bring the best to the customers satisfaction in transportations of (a) Range of products quality and services offered (b) Quality Customer Service All the key members of the organization put in great focus on the processes & systems under the diverse functions of transportations business. The management also focuses on utilizing technology as the key success for all the activities and to leverage the technology for enhancing overall customer satisfactions.

Work flow diagram:


Managing Director

Production Dpt.

MD Sales Marketing

East zone Manager

West zone Manager

North zone Manager

South zone Manager

Career Development and Growth scope at piaggio ape :


The auto industry has a huge potential in a country like India. This is just the right time to enter into markets and to create your market. Raising bussines levels, lack of other attractive vehicles investment options, growing aggressiveness and acceptability of new products transportations in Indian market. If you feel you can offer quality services and reach out to this large section of customers, you would do well. Over time you can increase your man-power, resources, offices, etc and cater to a large network of customer, who would now range from vehicles in piaggio vehicles pvt .Ltd. You may even add new products and solutions in your offering over time. The first step in becoming a junior level manager and channel manager in piaggio vehicles pvt. Ltd. sales and marketing . The second step is to get a experience in piaggio ape then you can become manager in junior level of particular area.

Piaggio ape can help you to become a manager. Piaggio provides the requisite training and product material for successfully understand all the things. This training, given by professional/experts working in the industry.

Piaggio ape Network outlet :


Piaggio ape is essentially a Professional, Quality outlet in market where all vehicles sale in market by piaggio show room. Which is control by piaggio employee which well trained and knowledge by company . sales manager comprehensive service and multiple solutions to his customer. The piaggio s offering to his customer is in cases even better than what the biggest competitors in the vehicles industry offer. The key-differentiating factor is the technology and quality in compare to different brands. that a piaggio uses to deliver services & satisfactions to customer and indeed to manage, develop his own business. With active support and services from piaggio to preferred new customer . The other vehicles to not a not provide service but piaggio vehicles provide good services in market. Piaggio industry can truly transform themselves and their business just by being on the piaggio vehicles pvt. Ltd.

Ideal for:
A customer who is interested in the field of business purpose and complete transportation in loading purpose. A person who has a vision, passion to build and transform his business to the high level.

A person who appreciates the importance and role of quality and quantity services and transportation business customer.

Piaggio network:
Piaggio ape a unique, complete business platform to independent caring and loading purpose customer in Indian market.. piaggio ensures that the weaknesses and threats of such customer and eliminated and they come on par with the best in the industry in terms of services, solutions and technology. Piaggio becomes the force behind you and your business. Piaggio vehicles truly helps you to transform your caring and loading business to a new higher level. With the piaggio support you can now freely focus adding and developing your business and ensure a great future for yourself.

Opportunities
If you are a 'Fresher' work as junior level manager sales and marketing. We would provide you with complete Training and product material to appear and successfully in market knowledge. How to sale the the product in market. On successful completion on the same you become a good manager. The piaggio training programmes are conducted throughout the year to the main branch pune centers across India. If you experience in same field then Piaggio offers you with all the products, services and support that you may need to become a truly sought after professional manager sales and marketing. At the very basic level, piaggio would help you with the following Enrich your service offerings

Offer Technological Solutions Provide Business Planning, Development and Sales and marketing Support.

Life at piaggio ape Enthusiasm, Enterprise, Education and Ethics form the four pillars at piaggio. At piaggio, the vibrant energy and enthusiasm of enterprising bdrive to excel flows freely throughout the organization. Customer evolve to be more effective, efficient, and result oriented. Knowledge is inherent due to the education-centric approach and the experience in providing services to different customer. product profiles. For people at piaggio success is not a new word, but its a regular stepping-stone to realizing the one vision that everyone shares People are perhaps the most important assets of any company. It is said that, it is not the company that grows but the people. Piaggio recognizes this important fact and undertakes rigorous training and development activities . Responsibility, freedom and resources are given to everyone to learn and grow. Piaggio also has a 360 Degree Performance Appraisal system in place where a holistic evaluation is done of all the employees. Piaggio is a great place to work. Here, The ones with the right spirit first enter piaggio , and then they get the wings to fly. Piaggio has over a decade of experience in the investment transportations field. The company is one of the leading distribution autto industry. The company enjoys very strong goodwill and name in the industry. Piaggio sees a very strong future growth for yourself and their businesses.

Piaggio offers a great environment, opportunity to learn and freedom for you to grow and develop yourself. Being a part of a growing industry, within a growing firm with Entrepreneurial freedom can work wonders for you.

360 Advisory Platform:


PIAGGIO vehicles pvt. Ltd is proud to be the pioneers in India in providing the 360 Advisory platform to independent customer With this piaggio has managed to successfully transform the business of many independent caring and loading purpose, bringing them on equal footing or even better than the strongest competitors in the industry. Piaggio believes in 360 Advisory Platform philosophy

With this philosophy, piaggio tries to offer all possible products, services and support which is customer using two,three and four wheeler vehicles would need in his business. The support functions are generally in the following areas

Business Planning and Strategy:


Piaggio has over a decade of experience in the transportations business. During this phase the customer at piaggio have gained very important experience in successfully running and developing the business in hiring and loading purpose. Such a deep understanding and knowledge are also actively tapped, at all levels, in developing the business of the piaggio vehicles. PIAGGIO ape get active business planning and strategizing support from the team at piaggio. The plans are customized at each piaggio level based on his own business environment. The dedicated Relationship Executives and Managers play a crucial role in the process. Each piaggio ape thus would ideally have his own business planning and strategy worked out. The whole thing is done keeping You First principle in mind. Proper planning and strategizing along with the effective executive support is the most potent weapon to help you grow and develop your business. piaggio stays with you throughout the process and beyond on an ongoing basis. This has truly transformed the business of the quality, scope of services and the scale of business.

Marketing:
The Marketing Team will help you give the relevant support needed for effective sales, creating brand and for the development of your business. Effective marketing support would help you complete your offering and package it properly. Such support would also add to your effectiveness in sales activities.

Piaggio ape pvt. Ltd. a strong brand in the industry. A piaggio upon this brand in the market to gain credibility and acceptance. Piaggio aims to support in marketing indirectly by contributing through written articles, advertisements in various magazines, newspapers, etc.

Sales and Development:


Sales and development support form an integral part at piaggio ape has a dedicated Relationship Executive and/or a Relationship Manager. The Relationship Executive stays in touch with you on an ongoing, regular basis and provides you with all the support that you need. Your requirements in terms of sales, marketing materials, application forms, etc would be taken care of.

Technology:
Technology is the biggest differentiator Piaggio puts a lot of efforts and resources to build a technological edge to give you the best possible services so that you give the same to your customer. Technology has been and is the key strength of piaggio. What they offer on the technological front is unique and comprehensive. Their focus can be gauged from the fact that they have a separate for the sole purpose of providing the best support to piaggio in terms of technology. High infrastructural spending is done to improve & strengthen their deliverables on this technological. All the tools, services, products, etc offered by piaggio have been developed inhouse according to what they feel. In todays world much is dictated by two important words Information and Technology. piaggio realises this more than anyone else. And thats why they make constant efforts to keep you ahead of the curve and ensure that you and your client receive quality, accurate and timely information.

But technology by itself cannot make a difference. Only when technology is combined with strong domain knowledge and understanding of customer needs, can it truly help in making a significant difference. And this is what piaggio has achieved and aims to continue doing so.

Customer Resources:
Piaggio offers many useful vehicles in market and different types transportations vehicles. Such tools are very useful in transportations and caring purpose for our customer in India.

Research:
Original, Unbiased Analysis Piaggio has its own Research team. The research team analyses and studies the markets, transportations products, and other important things that are important from customer point of view. The Research team also undertakes study and analysis on the market conditions . The Research team truly reflect the unbiased nature of the study it undertakes.

Communications:
Ongoing communications play a very important part in keeping in touch with your customer, having a goodwill and loyalty or simply as a part of your service offering. Experience has shown that timely, continuous and quality communications to even unlikely clients have helped in converting them to your loyal clients. Piaggio truly realises the importance of such communications. The Research and the Marketing teams at piaggio offer many useful communications to you. With this comprehensive supporting platform, the piaggio stays ahead of the curve in each respect compared to other Advisors/competitors in the market.

Transportations services offered by piaggio :

A good product/service offering, by piaggio vehicles pvt. Ltd. In market hiring ,loading and own purpose in Indian market. Mostly targeted business purpose customer as well as hiring purpose customer targeted in market in india. Any customer should wake up to this and other crucial changes taking place and try to adapt himself to this change to avoid being out-dated and out-serviced. Piaggio tries to foresee such changes and develop solutions that are new, needed and well appreciated in the vehicals industry. The transportations services offered are unique in the vehicles industry. The services are designed to equip the independent customer with all the Support and tools needed for a successful business. Piaggio provides services and support where an customer may feel ill equipped and make them their strengths.

Services Offered to piaggio vehicles :


(a) Hiring purpose: The hiring purpose use mostly like cng ape city ,ape city in disel , piaggio ape Xtra disel .ape Xtra cng passenger and ape xtra cng . This service will be great for all your hiring purpose in market to do your business in proper way Indian market. (b) Loading purpose : Loading purpose use in different purpose like solid waste management, solid waste collections, garbage transport some materials transportations in big way in market , fmcg product and cold drinks. these are use of loading purpose in market. (c) Own purpose: piaggio vehicles own purpose use like two wheeler and three wheeler in market in india. customer are mostly use like two wheeler for own purpose in market.

Products:
Products presntly on offer . About the basic product level piaggio ape has the following: Piaggio ape city cng ,piaggio ape passenger, ape city disel ,ape truck plus

Ape cargo,piaggio ape Xtra Ld,vespa Piaggio ape Xtra in highbody, ape delivery and ape pic up Above this, piaggio has a comprehensive offering for transportations services in market

Model history and descriptions:


1947-1952 - Ape A: 125cc engine, wooden pick up bed, front fork mounted to the left

of the wheel hub and column mounted gear lever.


1952-1956 - Ape B: similar to the A model but with a 150cc engine, a pressed steel

cargo bed, front fork mounted to the right of the wheel hub and cable operated gearchange.
1956-1967 - Ape C: Still sporting a 150 cc engine but with a major redesign: the first

Ape with an enclosed cab, the engine uses a 5% oil mix and is sited under the driver's seat. It was still manually started, but electric start was optional.
1967-1974 - Ape D: 175cc engine. Featured a trapezoidal headlight fitted on the

bulkhead rather than the mudguard and an intake valve that allowed the engine to run with a 2% oil mix. The first Ape with cab heater.
1965-1973 - Ape E: Identical to the D model but with a 150cc engine. 1968-1978 - Ape MP: MP stood for Motore Posteriore (Rear Engine), the engine was

moved from the cab to the rear to improve comfort.


1970-1978 - Ape E/400R: 175cc engine and minor changes. 1979-1981 - Ape P: 175cc, with minor changes.

1981-1993 - Ape 500: 175cc, new bulkhead with two headlights. 1993-to now - Ape 50: 49,8 cc, redesign of the headlights incorporating side lights. 1993-to now - Ape TM: 218cc petrol and 412cc diesel variants. Maximum speed for

the petrol version is 60 km/h, 63 km/h for the diesel version.[8]


1994-to now - Ape Web, 49,8cc engine, redesigned headlights front and rear. 2000-to now - Ape Cross 50: sport-look restyling of preceding Ape Web.

2006-to now - Ape Classic, built in India with a Lombardini 422cc Diesel engine.

About Piaggio Ape Xtra ld:


The Piaggio "ape Xtra" and "ape Xtra LD" are likely to set a whole new standard in 3wheeler performance, having been meticulously engineered to deliver higher outputs on all critical parameters. The Piaggio ape Xtra has an extra strong cold-rolled loading platform with additional reinforcement to enhance strength and give longer durability to the tray; a bigger diameter main shaft in the gearbox that ensures extra performance and reliability; a robust cage bearing to enhance driving experience and is almost maintenance free; an aesthetically sleek and smart instrument cluster providing greater convenience; and a specially developed high wear resistant cork material that doubles the clutch life, hence saving on maintenance cost. The new "ape Life" engine oil which offers longer change period of 10000 KM, reduces periodical maintenance cost (related to lubrication) by 50%. Besides the features above, the ape Xtra LD also has an extra long deck that is increased to 1660 mm (180 mm longer) making it the longest load body vehicle in its category. The increase in loading area of 2.5 sq. ft. offers 20% more loading area. This means extra space, extra volume and of course, extra earnings and profits per trip. To guarantee extra stability for the longer deck, the ape Xtra LD has the longest wheelbase in its category, measuring all of 2100 mm. And all this comes with an extended 20-month warranty that's unique to Piaggio

Specifications of Piaggio Ape Xtra ld:


Engine Type Displacement Maximum Power Fuel Consumption Max Speed Staring Cooling Transmission Gear Box Clutch Suspension Front Rear Chassis Weight(Kgs) Tyres Brakes : Four Stroke : 395 CC : 8.0 bhp @ 3600 rpm : 36 + - 4 Km/ltr : 50 Kmph : Self Start :Air cooled

: 4 forward , 1 reverse constant mesh type : Wet Multi Plate : Anti drive link with dual action shock absorber : Variable section rubber spring mounted on triangle with shock absorber : Monoccque chassis stamped and welded : Kerb weiht 415 kgs Gross weight 975 kgs : 4.50" X 10", 8 PR : Dual circuit hydraulic operated drum brake with selg adjustment brake device

Electricals System Voltage : 12V D.C. Battery : 12V - 50 AH Alternator : Fly wheel mounted Wiper Motor : 12V Dimensions(mm) Wheel Base : 1920 Max. Length : 2930 Max. Width : 1490 Max. Height : 1635 Turning Circle : 2750 Radius Fuel Tank 10 +- 0.5 ltrs Other Features Add on : Bottel holder, Mobile charger sockets Accesories

Research Methodology Introduction:


As markets shrink, companies are scrambling to boost customer satisfaction and keep their current customers rather than devoting additional resources to chase potential new customers. The claim that it costs five to eight times as much to get new customers than to hold on to old ones is key to understanding the drive toward benchmarking and tracking customer satisfaction. Measuring customer satisfaction is a relatively new concept to many companies that have been focused exclusively on income statements and balance sheets. Companies now recognize that the new global economy has changed things forever. Increased competition, crowded markets with little product differentiation and years of continual sales growth followed by two decades of flattened sales curves have indicated to today's sharp competitors that their focus must change.

Competitors that are prospering in the new global economy recognize that meas-uring customer satisfaction is key. Only by doing so can they hold on to the customers they have and understand how to better attract new customers. The competitors who will be successful recognize that customer satisfaction is a critical strategic weapon that can bring increased market share and increased profits. The problem companies face, however, is exactly how to do all of this and do it well. They need to understand how to quantify, measure and track customer satisfaction. Without a clear and accurate sense of what needs to be measured and how to collect, analyze and use the data as a strategic weapon to drive the business, no firm can be effective in this new business climate. Plans constructed using customer satisfaction research results can be designed to target customers and processes that are most able to extend profits. Too many companies rely on outdated and unreliable measures of customer satisfaction. They watch sales volume. They listen to sales reps describing their customers' states of mind. They track and count the frequency of complaints. And they watch aging accounts receivable reports, recognizing that unhappy customers pay as late as possible--if at all. While these approaches are not completely without value, they are no substitute for a valid, welldesigned customer satisfaction surveying program. It's no surprise to find that market leaders differ from the rest of the industry in that they're designed to hear the voice of the customer and achieve customer satisfaction. In these companies: Marketing and sales employees are primarily responsible for designing (with customer

input) customer satisfaction surveying programs, questionnaires and focus groups. Top management and marketing divisions champion the programs. Corporate evaluations include not only their own customer satisfaction ratings but also

those of their competitors. Satisfaction results are made available to all employees.

Customers are informed about changes brought about as the direct result of listening to

their needs. Internal and external quality measures are often tied together. Customer satisfaction is incorporated into the strategic focus of the company via the

mission statement. Stakeholder compensation is tied directly to the customer satisfaction surveying program. A concentrated effort is made to relate the customer satisfaction measurement results to

internal process metrics.

To be successful, companies need a customer satisfaction surveying system that meets the following criteria: The system must be relatively easy to design and understand. It must be credible enough that employee performance and compensation can be attached

to the final results. It must generate actionable reports for management.

Defining customer satisfaction Because the concept of customer satisfaction is new to many companies, it's important to be clear on exactly what's meant by the term. Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The

achievement of customer satisfaction leads to company loyalty and product repurchase. There are some important implications of this definition: Because customer satisfaction is a subjective, nonquantitative state, measurement won't

be exact and will require sampling and statistical analysis. Customer satisfaction measurement must be undertaken with an understanding of the gap

between customer expectations and attribute performance perceptions. There should be some connection between customer satisfaction measurement and

bottom-line results. "Satisfaction" itself can refer to a number of different facts of the relationship with a customer. For example, it can refer to any or all of the following: Satisfaction with the quality of a particular product or service Satisfaction with an ongoing business relationship Satisfaction with the price-performance ratio of a product or service Satisfaction because a product/service met or exceeded the customer's expectations Each industry could add to this list according to the nature of the business and the specific relationship with the customer. Customer satisfaction measurement variables will differ depending on what type of satisfaction is being researched. For example, manufacturers typically desire on-time delivery and adherence to specifications, so measures of satisfaction taken by suppliers should include these critical variables. Clearly defining and understanding customer satisfaction can help any company identify opportunities for product and service innovation and serve as the basis for performance appraisal and reward systems. It can also serve as the basis for a customer satisfaction surveying program that can ensure that quality improvement efforts are properly focused on issues that are most important to the customer. Objectives of a customer satisfaction surveying program

In addition to a clear statement defining customer satisfaction, any successful surveying program must have a clear set of objectives that, once met, will lead to improved performance. The most basic objectives that should be met by any surveying program include the following: Understanding the expectations and requirements of all your customers Determining how well your company and its competitors are satisfying these

expectations and requirements Developing service and/or product standards based on your findings Examining trends over time in order to take action on a timely basis Establishing priorities and standards to judge how well you've met these goals

Before an appropriate customer satisfaction surveying program can be designed, the following basic questions must be clearly answered: How will the information we gather be used? How will this information allow us to take action inside the organization? How should we use this information to keep our customers and find new ones? Careful consideration must be given to what the organization hopes to accomplish, how the results will be disseminated to various parts of the organization and how the information will be used. There is no point asking customers about a particular service or product if it won't or can't be changed regardless of the feedback. Conducting a customer satisfaction surveying program is a burden on the organization and its customers in terms of time and resources. There is no point in engaging in this work

unless it has been thoughtfully designed so that only relevant and important information is gathered. This information must allow the organization to take direct action. Nothing is more frustrating than having information that indicates a problem exists but fails to isolate the specific cause. Having the purchasing department of a manufacturing firm rate the sales and service it received on its last order on a scale of 1 (terrible) to 7 (magnificent) would yield little about how to improve sales and service to the manufacturer. The lesson is twofold. First, general questions are often not that helpful in customer satisfaction measurement, at least not without many other more specific questions attached. Second, the design of an excellent customer satisfaction surveying program is more difficult than it might first appear. It requires more than just writing a few questions, designing a questionnaire, calling or mailing some customers, and then tallying the results.

Understanding differing customer attitudes The most basic objective of a customer satisfaction surveying program is to generate valid and consistent customer feedback (i.e., to receive the voice of the customer, which can then be used to initiate strategies that will retain customers and thus protect the most valuable corporate asset--loyal customers). As it's determined what needs to be measured and how the data relate to loyalty and repurchase, it becomes important to examine the mind-set of customers the instant they are required to make a pre-purchase (or repurchase) decision or a recommendation decision. Surveying these decisions leads to measures of customer loyalty. In general, the customer's pre-purchase mind-set will fall into one of three categories--rejection (will avoid purchasing if at all possible), acceptance (satisfied, but will shop for a better deal), and/or preference (delighted and may even purchase at a higher price).

This highly subjective system that customers themselves apply to their decisions is based primarily on input from two sources: truth." The experiences of other customers--each time they hear something about a company, The customers' own experiences--each time they experience a product or service,

deciding whether that experience is great, neutral or terrible. These are known as "moments of

whether it's great, neutral or terrible. This is known as "word-of-mouth." There is obviously a strong connection between these two inputs. An exceptional experience leads to strong word-of-mouth recommendations. Strong recommendations influence the experience of the customer, and many successful companies have capitalized on that link. How does a customer satisfaction surveying manager make the connection between the survey response and the customer's attitude or mind-set regarding loyalty? Research conducted by both corporate and academic researchers shows a relationship between survey measurements and the degree of preference or rejection that a customer might have accumulated. When the customer is asked a customer satisfaction question, the customer's degree of loyalty mind-set (or attitude) will be an accumulation of all past experiences and exposures that can be indicated as a score from 1 (very dissatisfied) to 5 (very satisfied). It can also be captured with other response formats with an odd number of choices (e.g., 1 to 3 or 1 to 7) to allow for a neutral response. Obviously, the goal of every company should be to develop customers with a preference attitude (i.e., we all want the coveted preferred vendor status such that the customer, when given a choice, will choose our company), but it takes continuous customer experience management, which means customer satisfaction measurement, to get there--and even more effort to stay there. Customer satisfaction research is that area of marketing research which focuses on customers' perceptions with their shopping or purchase experience. Many firms are interested in understanding what their customers thought about their shopping or purchase experience, because finding new customers is generally more costly and difficult that servicing existing or repeat customers.

Many people are familiar with "business to customer" (B2C) or retail-level research, but there are also many "business to business" (B2B) or wholesale-level projects commissioned as well. Measuring customer satisfaction Organizations need to retain existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other factors the customer, such as other products against which the customer can compare the organization's products. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 delivered SERVQUAL which provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the researcher with a satisfaction "gap" which is semiquantitative in nature. Cronin and Taylor extended the disconfirmation theory by combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures (perception and expectation) into a single measurement of performance relative to expectation. The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement in terms of their perception and expectation of performance of the service being measured.

Title customer satisfactions on Piaggio ape xtra ld under RAMCOR PVT LTD company

Objectives Main Objective:


The objective of this project is to understand the mindset or psychology of the customer through questions asked from them directly as well as through different people s response when asked about using another brands vehicles in market .

Specific Objective:
To tell the customer using or not using of piaggio ape product advantage of our main strength of piaggio vehicles in market. Vehicles and about their profit as well as good for another brands of vehicles in your benefit .

Research Design
We will follow ANALYTICAL RESEARCH DESIGN related with the analysis of customersurvey of satisfactions piaggio ape product and also DESCRIPTIVE RESEARCHDESIGNrelated with the description of different brands of vehicles product.

Study Sample Method


The sampling method used is probability convenience sampling.

Universe
The customer of using different types of vehicles in market like hiring purpose and loading purpose as well as own purpose. Customers using hiring purpose, loading purpose and own purpose are the sources of data collection. The sample units study are using of vehicles in Delhi market . The universe of the study is show room of Piaggio ape CNG fuel tank of

Bhajanpura, silampur, Nandnagari , jandhewalan, karolbagh ,Laxmi nagar (NEW DELHI) and Noida.

Sample size
The sample size of 100 customers using vehicles of served the purpose of the study.

Data collection: Primary Data


I had a questionnaire. The objective of this was to know the customer to survey of different user vehicles in different brands of vehicles in market about the using piaggio product as well as their interest in dealing with Piggio vehicles . While going to various place in different area of customer . I talked to the customer and shared the information of piaggio product or features. Basically, I had to convince them to get connected with our company after taking the piaggio product and you connect piaggio vehicles pvt.Ltd.

Secondary Data
I took the feedback of customer from different brands vehicles using in market at different areas of Delhi. My company provided the some database to direct contact to customers in piaggio ape sow room and cng fuel tank in delhi. Data collection, leads generation, one-toone meeting to using customers different vehicles pvt.Ltd. types vehicles to connect our company piaggio

Scope
This project has benefited the company, the people and me in various ways. Now the company has some more customer in delhi market. who will help to increase the company and thus the market share will increase. Besides that the customers will get a new business. This project has also helped me to understand the customer mind set of its practical interested piaggio ape product. Now I am able to convince the people of piaggio ape to get ready to use the new

product which is truly going to benefit them. This attribute will help me in the future in my professional life.

Limitations
I was restricted to approach only customer who is using vehicles in delhi market as well as of India. The project was limited to few areas of Delhi. Most of the respondents filled the questionnaire carelessly. So, it was difficult to get the accuracy of the research. The time period was less to make people agree to take the piaggio ape production

Facts and Findings


In last few years people have become more aware about different tyes of vehicles in business process in india . they are mostly provide to customer satisfaction of product using in different purpose in hiring and loading purpose in markets. Some more facts which I have found about awareness of piaggio product of in Indian market during my training are as under : Out of the total customers approached most of them are using different brand vehicles or using piaggio vehicles in delhi market. It is clear that all the customer are using in different types vehicles for hiring and loading purpose. Out of the total customers approached, when asked about the using piaggio vehicles about 40% customer wants using piaggio vehicles in market.

When asked about the know about piaggio vehicles in global market . Therefore it is clear that most of the customer as well as people are still unaware of the piaggio product in delhi market.

60% of the total customers said that they are interested old compny brands . So it is clear that most of the customer are willing to buy piaggio vehicles in delhi market.

Most of the customer dont have own vehicles They are using rental vehicles in delhi market..Therefore, here it is clear that a large number of customer as well as people are still unaware of piaggio product.

Out of the total customer are using bajaj Mahindra and tata vehicles in delhi market. The customer are interested to take the piaggio vehicles in global delhi market. but most of them want to take it later as they have their own personal problems but a large number of customers wants know our product in better way for hiring and loading purpose.

SWOT analysis SWOT analysis is a strategic planning method or an effective tool that assesses and identifies or used to evaluate the Strengths, Weaknesses, Opportunities, and Threats involved in a project, in a business or in a organization. Strength: The mutual fund industry is in growing stage. Companies are coming with new schemes based on the investor's goals and objectives. Strength of diversification, potential for growth and expert advice. Mutual Funds industry has one of the largest team of research analysts. Weakness : There are large number of agents as well as people who are unaware or partially aware of the mutual fund concept. The agents who are aware, most of them are partially aware. Classification of Mutual Funds

Opportunities : Mutual Funds have a very bright future in India. As compared to the annual growth rate of 9% in last 5 years, composite rate of growth is expected 13.4%. The Association of Mutual Funds in India (AMFI) is dedicated to developing the Indian Mutual Fund Industry on professional, healthy and ethical lines. However, while acknowledging the troubles, the Association for Mutual Funds in India (Amfi) is putting up a bold face and feels that the industry would grow drastically. KPMG in India is of the view that opportunities exist for surpassing the growth potential of the Indian mutual fund industry. Threats : India Mutual Fund majors are tie up with other financial institutions, is also causing a threat for mutual funds industry. Threat of Microfinance Defaults Rise in India in India, a number of industry analysts have highlighted industry vulnerabilities. Threat of new entrants. Mutual Funds industry allows only the best and fittest to survive.

Suggestion & Recommendation


In this era where cut-throat competition exists, the fittest can survive only. Same in the case with piaggio vehicles good running in all over market. In my view following recommendations should be considered by PIAGGIO VEHICLES Pvt. Ltd. It needs to improve its distribution channel and sow room service. It needs to improve in promotion and advertisements of product in proper way of in market.

It should organize more and more relations of customer satisfactions in all product of piaggio vehicles pvt. Ltd.

It would better to achieve all goal in future of piaggio ape.

Conclusion
On the basis of my experience during 40 days of summer training, analyzing the data that was collected through a questionnaire and face-to-face conversation with the customers, I conclude this project work with the words that No doubt the piaggio vehicles is very fast growing stage. The manufacturing of three wheeler and four wheeler companies are increasing. These companies are coming with new objectives. product to cover the market and achieve

There are large number of customer as well as people who are unaware or partially aware of the piaggio ape product. However they are interested in piaggio product to purchase it. But when the question comes that the answers are really good. Only a few are interested to take the new vehicles in market .

The problems they trust in old brand mainly but so many customers interested to know our product in market. but some customer dont know our product as well as company .