Market share and customer satisfaction index of Apollo Tyres Ltd.: An empirical study for Truck/Bus tyre in West Bengal, India

The aim of this paper is to determine the market share of Apollo tyres in comparison with other manufacturers in truck/bus tyre segment in West Bengal. It further determined the Customer Satisfaction (CSAT) Index for truck/bus tyre segment. Finally the study ascertained the relation between market share & customer satisfaction index. As per fitted tyres in 500 truck/bus from different markets (Dhulagarh, Dankuni, Haldia, Durgapur, Contai, Krishsnanagar, Rampurhat, Dhuliyan, Mathabhanga, Malda, Raiganj, Siliguri, Coochbehar) of West Bengal market share has been found MRF: 28%, Apollo: 27%, Ceat: 14%, JK: 13% and Continental: 8%. As per the 483 dealers counter (all authorized dealer counted) sales data the market share in truck/bus segment in West Bengal - MRF: 29.3%, Apollo: 26.3%, Ceat: 14.8%, JK: 11.5% and Continental: 7.2%. As per the customer survey of 500 customers on different operational parameters (initial tread mileage, tread wear pattern, casing value, new tyre price, claim return, service assistance & other parameters) on the basis of application in the truck/bus segment in West Bengal overall ratings are - MRF: 4.8, Apollo: 4.7, Ceat: 4.5, JK: 4.4 and Continental: 4.0. As per the feedback of the above customers CSAT index for MRF: 92%, Apollo: 89%, Ceat: 80%, JK: 73% and Continental: 63%. Finally this study has found that in case of the truck/bus tyre segment in West Bengal, CSAT index of top 5 brands is directly proportional with the market share of the brands.