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Transcript of Tatata
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MAJOR PROJECT REPORT
ON
CUSTOMER SATISFACTION TOWARDS THE TATA MOTORS
SERVICE FOUR WHEELER
Submitted By: Submitted to:
Name of student: Anoop Abraham Name: Miss. Neha Spall
Enrolment no.: 01420601710 Designation: Assistant Professor
Batch: 2010-2013
TRINITY INSTITUTE OF PROFESSIONAL STUDIES
AFFILIATED TO GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY
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ACKNOWLEDGEMENT
It is in particular that I am acknowledging my sincere feeling towards my mentor who graciously
gave me her time and expertise.
She has provided me with the valuable guidance, sustained efforts and friendly approach. It
would have been difficult to achieve the results in such a short span of time without her help.
I deem it my duty to record my gratitude towards my Project Supervisor MISS NEHA
SPALL who devoted her precious time to interact, guide and gave me the right approach to
accomplish the task and also helped me to enhance my knowledge and understanding of the
project.
Name of Student- ANOOP ABRAHAM
Roll. No- 01420601710
Course- BBA (GENERAL) 1st SHIFT
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DECLARATION
I hereby declare that the following documented project report titled
CUSTOMER SATISFACTION TOWARDS THE TATA MOTORS
SERVICE FOUR WHEELER is an original and authentic work done by me for
the partial fulfilment of Bachelors of Business Administration degree
programme.
I hereby certify that all the endeavour put in the fulfilment of the task are genuine
and original to the best of my knowledge and I have not submitted it earlier
elsewhere.
Name of Student- ANOOP ABRAHAM
Course- BBA (GENERAL) 1st SHIFT
Roll. No- 01420601710
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S.NO PARTICULARS Page no.
1 Chapter-1 (Introduction and Review)
Introduction to the project
Implementation of mutual funds
Industry Profile
2 Chapter-2 (Research Methodology)
Research Objective
Research Methodology
Research Design
Data Collection
Sampling Design
Sampling Instrument
3 Chapter-3 (Data Analysis and Interpretation)
Analysis of the problem under study
Interpretation of the result
4 Findings
5 Suggestions and Recommendations
6 Limitations
7 Conclusion
8 Bibliography
9 Annexure
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CHAPTER 1:
INTRODUCTION
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INTRODUCTION
The concept of the word wheel is not of recent origin. Right form the days when man
started his living, to this day where there is tremendous technological improvement, the
importance of wheel is growing at a greater pace.
A growing economy, expanding cities and an increasing work load demand time and
resource management. Right from the executive to a collage going student, there is a need for a
set of wheels, which grant him/her easy mobility not only, which is efficient and reliable but also
affordable.
A four-wheeler is and affordable solution that will grant good mobility. To satisfy the
needs of the consume, a large number of companies have come up with a good number of
vehicle. In this aspect it is rather essential for any buyer to know the finer parts, which give4s a
good look, the performance, the driving, handling, reliability, and above all, the affordability of a
particular vehicle, before he owns it. Most manufactures have understood this, and therefore
developed different kinks of cars.
As there are different kinds of consumers existing in each market for every product, there
is a need produce a wide range of products to satisfy all these customers.
This classification was made on the grounds of better mileage, oil consumption, pollution
factors etc.
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As we all know, for any organization to survive, in this highly competitive world. It
should take cadre of customers who are the backbone of it. To make its services available to
everyone Tata moters also have so many dealers in various places. It is offering its valuable
services to the people of Nellore district through one of its dealers M.G. Brothers. Hence we felt
the need of knowing about Customer satisfaction on the products of Tata moters and the
services of M.G. Brothers, in our study.
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CUSTOMER SATISFACTION
Whether the buyer is satisfied after purchase depends on the offers performance in relation to
the buyers expectations.
Satisfaction is a persons feeling of pleasure resulting from comparing a products perceived
performance (or outcome) in relation to his or her expectations.
As this definition makes clear, satisfaction is a function of perceived performance and
expectations. If the performance falls short of expectations, the customer is dissatisfied. If the
performance matches the expectations, the customer is satisfied. If the performance exceeds
expectations, the customer is highly satisfied or delighted.
Many companies are aiming for high satisfaction because customers who are just satisfied still
find it easy to switch when a better comes along. Those who are highly satisfied are much less
ready to switch. High satisfaction are delight creates and emotional bond with the brand, not
necessary a rational preference. The result is high customer loyalty.
From past buying experience, friend and associates advice and marketers and competitors
information and promises buyers form their expectations. Some of todays most successful
companies are raising expectations and delivering performance to match. These companies are
aiming for TCS-total customer satisfaction. The key to generating high customer loyalty is to
deliver high customer value.
In addition to tracking customer value expectation and satisfaction, companies need to monitor
their competitors performance in these areas. For example, a company was pleased to find that
80 percent of it customers said they were satisfied. Then the CEO found out that its leading
competitors attained a 90 percent customer satisfaction score. He was further dismayed when he
learned that this competitors was aiming to reach a 95 percent satisfaction score.
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Tools for Tracking and measuring customer satisfaction
Complaint and
suggestions
systems
A customer-centered organization makes it easy for its customers
to deliver suggestions and complaints. Many restaurants and hotels
provide forms for guests to report likes and dislikes. Some
customer-centered companies P&G, General Electric, Whirlpool
establish hot lines with tool-free 800 telephone numbers.
Companies are also adding web pages and email to facilitate two-
way communication,. The information flows provide companies
with many good ideas and enable them to act quickly to resolve
problems.
Customer
Satisfaction
surveys
Studies show that although customer are dissatisfied with one out
of every four purchases, less than 5 percent of dissatisfied
customers will complain. Most customers will buy less or switch
suppliers. Complaint levels are thu8s not a good measure of
customer satisfaction. Responsive companies measure of customer
satisfaction directly by conducting periodic surveys,. They send
questionnaires or make telephone calls to a random sample of
recent customers. The also solicit buyers views on their
competitors performances.
While collecting customer satisfaction data, it is also useful to ask
additional questions to measure repurchased intention; this will
normally be high if the customers satisfaction is high. It is also
useful to measure the likelihood or willingness to recommend the
company and brand to others. A high positive word-of-mouth score
indicates that the company is producing high customer satisfaction.
Ghost shopping Companies Can Hire Persons To Pose As Potential Buyers To
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Report On Strong And Weak Points Experienced In Buying The
Companies And Competitors Products. These mystery shoppers
can even these whether the companys sales personnel handle
various situations well. Thus, a mystery shopper can complain
about a restaurants food to test how the restaurant handles this
complaint. Not only should companies hire mystery shoppers but
managers themselves should leave their offices from time to time,
enter company and competitors sales situations where they are
unknown, and experience first hand the treatment they receive as
customers. A variant of this is for managers to phone their own
company with questions and complaints to see how the calls are
handled.
Lost customer
analysis
Companies should contract customers who have stopped buying or
who have switched to another supplier to learn why this happened.
When IBM loses a customer, it mounts a thorough effort to learn
where it failed. Not only is it important to conduct exit interviews
when customers first stop buying, it is also necessary to monitor
the customer loss rate. If it is increasing this clearly indicates that
the company is failing to satisfy customers.
For customer-centered companies, customers satisfaction is both a goal and a marketing tool.
Companies that achieve high customer satisfaction ratings make sure that their target market
knows it.
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When customers rate their satisfaction with an element of the companys performance-say,
delivery-the company needs to recognize that customers vary in how they define good delivery.
It could mean early delivery, on-time delivery, order completeness, and so on. Yet if the
company had to spell out every element in detail, customers would face a huge questionnaire.
The company must also realize that two customers can report being highly satisfied for
different reasons. One may be easily satisfied most of the time and the other might be hard to
please but was pleased on this occasion.
Customer Satisfaction Measurement: -
A basic and effective base line customer satisfaction survey program should focus on measuring
customer perceptions of how will the company delivers on the critical success factors and
dimensions of the business as defined by the customers:
For example:
Service Promptness
Courtesy of Staff
Responsiveness
Understanding the customer problem, etc.
The findings of the company performance should be analyzed both with all customers and by
key segments of the customer population. The essential starting point for Customer Satisfaction
Measurement (CMS) is exploratory research. Since satisfaction is about an organizations ability.
To meet customer requirement one has to start by clarifying with customers exactly what those
requirements are. This is done through
exploratory research using focus groups or one to one depth interviews. Two main factors
determine the accuracy of CMS. The first is the asking the right question and the second is the
asking them to the right people sample of customers which accurately reflects the customer base.
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Three things decide the accuracy of a sample. They are:
It must be representative.
It must be randomly selected.
It must be adequate enough.
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 semi-quantitative in nature.
Cronin and Taylor extended the disconfirmation theory by combining the "gap" described by
Parasuraman, Zenithal 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 Linker 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.
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Methodologies
American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction.
Academic research has shown that the national ACSI score is a strong predictor of Gross
Domestic Product (GDP) growth, and an even stronger predictor of Personal Consumption
Expenditure (PCE) growth. On the microeconomic level, research has shown that ACSI data
predicts stock market performance, both for market indices and for individually traded
companies. Increasing ACSI scores has been shown to predict loyalty,word-of-mouth
recommendations, and purchase behaviour. The ACSI measures customer satisfaction annually
for more than 200 companies in 43 industries and 10 economic sectors.
In addition to quarterly reports, the ACSI methodology can be applied to private sector
companies and government agencies in order to improve loyalty and purchase intent. Two
companies have been licensed to apply the methodology of the ACSI for both the private and
public sector: CFI Group, Inc. applies the methodology of the ACSI offline, and Foresee Results
applies the ACSI to websites and other online initiatives. ASCI scores have also been calculated
by independent researchers, for example, for the mobile phones sector, higher education, and
electronic mail.
J.D. Power and Associates provides another measure of customer satisfaction, known for its top-
box approach and automotive industry rankings. J.D. Power and Associates' marketing research
consists primarily of consumer surveys and is publicly known for the value of its product awards.
Other research and consulting firms have customer satisfaction solutions as well. These include
A.T. Kearney's Customer Satisfaction Audit process, which incorporates the Stages of
Excellence framework and which helps define a companys status against eight critically
identified dimensions. For Business to Business (B2B) surveys there is the Info Quest box. This
has been used internationally since 1989 on more than 110,000 surveys (Nov '09) with an
average response rate of 72.74%. The box is targeted at "the most important" customers and
avoids the need for a blanket survey.
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Improving Customer Satisfaction
Published standards exist to help organizations develop their current levels of customer
satisfaction. The International Customer Service Institute (TICSI) has released The International
Customer Service Standard (TICSS). TICSS enables organizations to focus their attention on
delivering excellence in the management of customer service, whilst at the same time providing
recognition of success through a 3rd
Party registration scheme. TICSS focuses an organizations
attention on delivering increased customer satisfaction by helping the organization through a
Service Quality Model. TICSS Service Quality Model uses the 5 P's - Policy, Processes People,
Premises, Product/Services, as well as performance measurement. The implementation of a
customer service standard should lead to higher levels of customer satisfaction, which in turn
influences customer retention and customer loyalty.
Customer Satisfaction Surveys:
Surveys and questionnaires are the most common marketing research methods. Typically, they
are used to:
Assess the level of customer satisfaction with a particular product, service or experience
Identify factors that contribute to customer satisfaction and dissatisfaction;
Determine the current status or situation of a product or service;
Compare and rank providers;
Estimate the distribution of characteristics in a potential customer population; or
Help establish customer service standards.
Benefits and Challenges:
Surveys allow an organization to quickly capture vital information with relatively little expense
and effort. A primary advantage of this method is its directness: the purpose is clear and the
responses straightforward. Additionally, the information gathered by surveys can easily be
analyzed and used to identify trends over time. The public views consumer product polls and
pollsters in a generally positive manner compared to political and other polls. One study found
that at least sixty percent of the public feels that market research about products and services has
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a positive impact on society. Seventy percent consider the people who conduct such surveys to
have positive impacts on society. A major disadvantage of customer surveys is that the responses
may be influenced by the measurement itself through various forms of bias. For example, most
surveys are voluntary, and some researchers have found differences between survey respondents
and non-respondents. People who respond to
surveys answer questions differently than those who do not respond, and late responders answer
differently than early responders.
NEED FOR THE STUDY
These days it is very clear that market is having drastic changes and all the companies are acting
according to it because to survive in the market and this should be achieved by studying about
the customer options and analyzing their future requirements.
This study is definitely going to help to analyze the customer and can take necessary steps for the
improvement of the services by the company.
Because customers are the real advertisement for any product so the company should be in
position to meet the customer requirements and also should maintain the CUSTOMER
RELATIONSHIP.
TATA MOTORS is not only concerned with selling of their products they also concerned with
providing service to the customers after selling. So there is necessity for the company to find out
the satisfaction level of the customers, at different levels in the company. Which help the
organization to find out the ways in improving the services being provided to the customers, To
increase the satisfaction level in them.
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INDUSTRY PROFILE
The automobile as we know it was not invented in a single day by a single inventor. The history
of the automobile reflects an evolution that took place worldwide. It is estimated that over
100,000 patents created the modern automobile.
However, we can point to the many first that occurred along the way. Starting with the first
theoretical plans for a motor vehicle that had been drawn up by both Leonardo da Vinci and
Isaac Newton.
In 1769, the very first self-propelled road vehicle was a military tractor invented by French
engineer and mechanic, Nicolas joseph Cugnot (1725 1804). Cugnot used a steam engine to
power his instructions at the paris Arsenal by mechanic Brezin. It was used by the French Army
to haul artillery at a whopping speed of 2 mph on only three wheels. The vehicle has to stop
every ten to fifteen minutes to build up steam power. The steam engine and boiler were separate
form the rest of the vehicle and placed in the front. The following year (1770), Cugnot built a
steam-powered tricycle carried four passengers.
In 1771, Cugnot drove one of his road vehicles into a stone wall, making Cugnot the first
person to get into a motor vehicle accident. This was the beginning of bad luck for the inventor.
After one of Cugnots patrons died and the other was exiled, the money for Cugnots road
vehicle experiments ended
Steam engines powered cars by burning fuel that heated water in a boiler, creating steam that
expanded and pushed pistons that turned the crankshaft, which then turned the wheels. During
the early history of self-propelled vehicles-both road and railroad vehicles were being developed
with steam engines. (Cugnot also designed two steam locomotives that they proved a poor design
road vehicles; however, steam engines were very successfully used in locomotives. Historians,
who accept that early steam-powered road vehicles were automobiles, feel that Nicolas Cugnot
was the inventor of the first automobile.
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After Cugnot Several Other Inventors Designed Steam-Powered Road Vehicles
Cugnots vehicle was imporved by Frenchman, Onesiphore Pecqueur, who also invented the
first differential gear, improved Cugnots vehicle.
In 1789, the first U.S. patent for a steam-powered land vehicle was granted to Oliver Evans.
In 1801, Richard Trevithick built a road carriage powered by steam-the first in Great Britain.
In Britain, form 1820 to 1840, steam-powered stagecoaches were in regular service. These
were later banned from public roads and Britains railroad system.
Steam-driven road tractors (built by Charles Deitz) pulled passenger carriages around Paris
and Bordeaux up to 1850.
In the United States, numerous steam coaches were built from 1860 to 1880. Inventors
included. Harrison Dyer, Joseph Dixon, Rufus Porter, and William T.James.
Amedee Bollee Sr. built advanced steam cars form 1873 to 1883. The
La Mnacelle built in 1878, had a front-mounted engine, shaft drive to he differential, chain
drive to the rear wheels, steering wheel on a vertical shaft and drivers seat behind the
engine. The boiler was carried behind the passenger compartment.
In1871, Dr.J.W. Carhart, professor of physics at Wisconsin State University, and the J.I.
Case Company built a working steam car that won a 200-mile race.
Early Electric Cars
Steam engines were not the only engines used in early automobiles. Vehicles with electrical
engines were also invented. Between 1832 and 1839 (the exact year is uncertain), Robert
Anderson of Scotland invented the first electric motor. The vehicles were heavy, slow,
expensive, and needed to stop for recharging frequently. Electricity found greater success in
tramways and streetcars, where a constant supply of electricity was possible.
Around 1900, electric land vehicles in America outsold all other type of cars. Then in the several
years following 1900, sales of electric vehicles took a nosedive as new type of vehicle came to
dominate the consumer market.
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History of the Internal Combustion Engine The Heart of the Automobile
An internal combustion engine is any that uses the explosive combustion of fuel to push a piston
within a cylinder the pistons movement turns crankshaft that then turns the car wheels via a
chain or a drive shaft. The different types of fuel commonly used for car combustion engines are
gasoline (or petrol), diesel, and kerosene.
A brief outline of the history of the internal combustion engine includes the following highlights.
1680 - Dutch physicist, Christian Huygeness designed (but never built) an internal
combustion engine that was be fueled with gunpowder.
1807 - Francois Isaac de Rivaz of Swizerland invented an internal combustion engine that
used a mixture of hydrogen and oxygen for fuel. Rivaz designed a car for his engine the
first internal combustion powered automobile. However, this was a very unsuccessful
vehicle.
1824 - English engineer, Sumuel Brown adapted an old Newcomen steam engine to burn gas,
and he used it to briefly power a vehicle up Shooters Hill in London.
1858 - Belgian born engineer, jean joseph Etienne Lenoir invented and patented (1860) a
double-acting, electric spark-ignition internal combustion engine fueled by coal gas. In 1863,
Lenoir attached an improved engine (using petroleum and a primitive carburetor) to a three-
wheeled wagon that managed to complete an historic fifty-mile road trip. (See image at top)
1862 - Alphonse Beau de Rochas, a French civil engineer, patentee but did not build a foru-
stroke engine (French patent #52, 593, January 16, 1862).
1864 Austrian engineer Siegfried Marcus*, built a one-cylinder engine with a crude
carburetor, and attached his engine to a cart for a rocky 500-foot drive. It was the worlds
first gasoline-powered vehicle. Several year later, Marcus was able to design a vehicle that
briefly ran at 10 mph that some historians consider was the forerunner of the modern
automobile.
1873 George Brayton, an American engineer, developed an unsuccessful two-stroke
kerosene engine (it used two external pumping cylinders). However, it was considered that
first safe and practical oil engine.
1866 German engineers, Eugen Langen and Nikolaus August Otto improved on Lenoirs
and de Rochas designs and invented a more efficient gas engine.
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1876 Nikolaus August Otto invented and later patented a successful four stroke engine,
known as the Otto Cycle.
1876 The first successful two-stroke engine was invented by Sir Dougald Clerk.
1883 French engineer, Edouard Delamare Debouteville, built a single-cylinder four-
stroke engine that ran on stove gas. It is not certain if he did indeed build a car, however,
Delamare-Deboutevilles designs were very advances for the time ahead of both Daimler
and Benz in some ways at least on paper.
1885 Gottlieb Daimler invented what is often recognized as the prototype of the modern
gas engine with a vertical cylinder, and with gasoline injected through a carburetor
(patented in 1887). Daimler first built a two-wheeled vehicle the Reitwagen (Riding
Carriage) with this engine and a year later built the worlds first four-wheeled motor vehicle.
1886 On January 29, Karl Benz received the first patent (DRP No. 37435) for a gas-fueled
car.
1889 Daimler built an improved four-stroke engine with mushroom-shaped valves and two
V-slant cylinders.
1890 Wilhelm Maybach built the first four cylinder, four stroke engine.
Engine design and car design were integral activities, almost all of the engine designers
mentioned above also designed cars, and a few went on to become major manufactures of
automobiles.
Hailed as the industry of industries by Peter Drucker, the founding father of the study of
management, in 1946, the automobile industry had evolved continuously with changing times
from craft production in 1890s to mass production in 1910s to lean production techniques in the
1970s.
The automotive industry in India grew at a computed annual growth rate (CAGR) of 11.5 percent
over the past five years, the Economic Survey 2008-09 tabled in parliament on 2nd July09 said.
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The industry has a strong multiplier effect on the economy due to its deep forward and backward
linkages with several key segments of the economy, a finance ministry statement said.
The automobile industry, which was plagued by the economic downturn amidst a credit crisis,
managed a growth of 0.7 percent in 2008-09 with passenger car sales registering 1.31 percent
growth while the commercial vehicles segment slumped 21.7 percent.
Indian automobile industry has come a long way to from the era of the Ambassador car to Maruti
800 to latest M&M Xylo. The industry is highly competitive with a number of global and Indian
companies present today. It is projected to be the third largest auto industry by 2030 and just
behind to US & China, according to a report. The industry is estimated to be a US$ 34 billion
industry.
Indian Automobile industry can be divided into three segments i.e. two wheeler, three wheeler &
four wheeler segment. The domestic two-wheeler market is dominated by Indian as well as
foreign players such as Hero Honda, Bajaj Auto, Honda Motors, TVS Motors, and Suzuki etc.
Maruti Udyog and Tata Motors are the leading passenger car manufacturers in the country. And
India is considered as strategic market by Suzuki, Yamaha, etc. Commercial Vehicle market is
catered by players like Tata Motors, Ashok Leyland, Volvo, Force Motors, Eicher Motors etc.
The major players have not left any stone unturned to be global. Major of the players have got
into the merger activities with their foreign counterparts. Like Maruti with Suzuki, Hero with
Honda, Tata with Fiat, Mahindra with Renault, Force Motors with Mann.
Some of the early events and milestones in the car industry in India.
1928 The first imported car on the Indian roads.
1942 Hindustan Motors incorporated.
1944 Premier Automobiles started.
1948 First car manufactured in India.
1953 The Govt. of India decreed that only those firms which have a manufacturing
program should be allowed to operate.
1955 Only 7 firms HM, API, SMPL, PAL, M & M, and TELCO received approval.
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Key Facts about Indias automobile industry:
India ranks 12th in the list of the worlds top 15 automakers.
Entry of more international players.
Contributes 5% to the GDP.
Production of four wheelers in India has increased from 9.3 lakh units in 2002-03 to 23 lakh
units in 2007-08.
Targeted to be of $ 145 Billion by 2016.
Exports increased from 84,000 units in 2002-03 to 280,000 units in 2007-08
The Liberalization in 1990 in India opened the doors for the entry of foreign products into the
market. This made the market a consumer market with a lot of choices for the consumers. The
future of the products depends on the consumers satisfaction. The products, which are able to
attract the consumers, are having a bright future and the others are lost in the competition. So it is
very important to know the pulse of the customers. The business people should always have
correct information regarding the satisfaction level in the customers. Different ways are to be
implemented to increase the satisfaction level in the customers.
TATA COMPANY PROFILE
Tata Motors Limited, formerly known as TELCO (TATA Engineering and Locomotive
Company), was formed in 1945. A Tata motor is the flagship company of the Tata Group with an
annual turnover of approximately US $ 20 billion (92519 crore) for the year starting April 1st
2009 to March 31st 2010. More than 5.9 billion Tata Vehicles ply on Indian roads making Tata a
dominant force in India automobile industry. Its product range covers passenger cars, multiutility
vehicles, light, medium and heavy commercial vehicles for goods and passenger transport.
7 out of 10 medium heavy commercial vehicles bear the trusted Tata mark. A Tata motor has the
unique distinction of giving India its first and only indigenously built passenger car. The Tata
indica and the premium feature sedan-The Tata indigo. The indica, launched in 1998, reached the
2,50,000 sales mark within 52 months of launch. The phenomenal success of these vehicles
stands testimony of the companys research and engineering expertise.
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TATA motors was Established in 1945, Tata motors entered into a collaboration with Paimler
Benz of Germany in 1954 to manufacture commercial vehicles, the collaboration ended in 1969.
A Tata motor has since grown from strength to strength.
A TATA motor is Indias premier and the only fully integrated automobile manufacture. It is
among the worlds top 10 commercial vehicle producers. Tata Motors Limited is India's largest
automobile company, with consolidated revenues of Rs. 92,519 crores (USD 20 billion) in 2009-
10. It is the leader in commercial vehicles in each segment, and among the top three in passenger
vehicles with winning products in the compact, midsize car and utility vehicle segments. The
company is the world's fourth largest truck manufacturer, and the world's second largest bus
manufacturer.
Established in 1945, Tata Motors' presence indeed cuts across the length and breadth of India.
Over 5.9 million Tata vehicles ply on Indian roads, since the first rolled out in 1954. The
company's manufacturing base in India is spread across Jamshedpur (Jharkhand), Pune
(Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand) and Dharwad (Karnataka).
Following a strategic alliance with Fiat in 2005, it has set up an industrial joint venture with Fiat
Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and Tata cars and Fiat
powertrains. The company is establishing a new plant at Sanand (Gujarat). This is coupled with a
nation-wide customer support, sales and service network.
Tata Motors, the first company from India's engineering sector to be listed in the New York
Stock Exchange (September 2004), has also emerged as an international automobile company.
Through subsidiaries and associate companies, Tata Motors has operations in the UK, South
Korea, Thailand and Spain. Among them is Jaguar Land Rover, a business comprising the two
iconic British brands that was acquired in 2008. In 2004, it acquired the Daewoo Commercial
Vehicles Company, South Korea's second largest truck maker. The rechristened Tata Daewoo
Commercial Vehicles Company has launched several new products in the Korean market, while
also exporting these products to several international markets. Today two-thirds of heavy
commercial vehicle exports out of South Korea are from Tata Daewoo. In 2005, Tata Motors
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acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, and
subsequently the remaining stake in 2009. Hispano's presence is being expanded in other
markets. In 2006, Tata Motors formed a joint venture with the Brazil-based Marcopolo, a global
leader in body-building for buses and coaches to manufacture fully-built buses and coaches for
India and select international markets. In 2006, Tata Motors entered into joint venture with
Thonburi Automotive Assembly Plant Company of Thailand to manufacture and market the
company's pickup vehicles in Thailand. The new plant of Tata Motors (Thailand) has begun
production of the Xenon pickup truck, with the Xenon having been launched in Thailand in
2008.
Tata Motors is also expanding its international footprint, established through exports since
1961. The company enjoys a significant demand in export market like Europe, Australia, South
East Asia, Middle East and Africa also. The companys vehicles are seen in over 70 countries
now. It has franchisee/joint venture assembly operations in Kenya, Bangladesh, Ukraine, Russia,
Senegal and South Africa.
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.
Customer sensitive approaches towards building products and state-of-the art manufacturing
facilities have given the company a huge lead over its competitors. Today 7 out of every 10
medium and heavy commercial vehicles on Indian roads bear the trusted Tata mark. Tata motors
presence in the utility vehicles and passenger cars market has been firmly established. In 1998, it
launched Indias first fully indigenised car, indica, to the discerning consumer and has been
phenomenally successful. Tata motors is consistently evolving in its offerings to the Indian
automobiles market.
In 2005, Tata Motors created a new segment by launching the Tata Ace, India's first
indigenously developed mini-truck.
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In January 2008, Tata Motors unveiled its People's Car, the Tata Nano, which India and the
world have been looking forward to. The Tata Nano has been subsequently launched, as planned,
in India in March 2009. A development, which signifies a first for the global automobile
industry, the Nano brings the comfort and safety of a car within the reach of thousands of
families. The standard version has been priced at Rs.100,000 (excluding VAT and transportation
cost). Designed with a family in mind, it has a roomy passenger compartment with generous leg
space and head room. It can comfortably seat four persons. Its mono-volume design will set a
new benchmark among small cars. Its safety performance exceeds regulatory requirements in
India. Its tailpipe emission performance too exceeds regulatory requirements. In terms of overall
pollutants, it has a lower pollution level than two-wheelers being manufactured in India today.
The lean design strategy has helped minimise weight, which helps maximise performance per
unit of energy consumed and delivers high fuel efficiency. The high fuel efficiency also ensures
that the car has low carbon dioxide emissions, thereby providing the twin benefits of an
affordable transportation solution with a low carbon footprint.
In May 2009, Tata Motors introduced ushered in a new era in the Indian automobile industry, in
keeping with its pioneering tradition, by unveiling its new range of world standard trucks called
Prima. In their power, speed, carrying capacity, operating economy and trims, they will introduce
new benchmarks in India and match the best in the world in performance at a lower life-cycle
cost.
MILESTONES ACHIVED
1945:
Tata Engineering and Locomotive Company Limited was established to
manufacture locomotives and other engineering products.
1948:
Stem road roller introduced in collaboration with Marshall sons (UK).
-
1954:
Collaboration with Daimler Benz AG, W.Germany, for manufacture of medium
commercial vehicles.
The first vehicle rolled out with in 6 months of the contract.
1959:
Research and Development Center set up at Jemshedpur.
1961:
Exports began with the first truck being shipped to Ceylon, Now Srilanka.
1966:
Setting up of the engineering research center at pune to provide impacts to
automobile research and development.
1971:
Introduction of DI engines.
1977:
First commercial vehicle manufactured in Pune.
1983:
Manufacture of heavy commercial vehicle commences.
1985:
First hydraulics excavator produced with Hitachi collaboration.
1986:
Production of first light commercial vehicle, Tata 407, indigenously designed
followed by Tata 608.
1991:
Launch of the first indigenous passenger car of Tata Siera.
One million vehicles rolled out.
-
1992:
Launch of Tata estate.
1993:
Joint venture agreement signed with Cummins Engine Co. inc. Power and
emission friendly diesel engines.
1994:
Launch of Tata Sumo. The multi utility vehicle.
Joint venture agreement signed with M/s. Daimler Benz / Mercedes Benz for
manufacture of Mercedes Benz passenger cars in India.
Joint venture agreement signed with Tata Holset Ltd., U.K. for manufacturing
turbo chargers to be used on Cummins engines.
1995:
Mercedes Benz Car E 220 launched.
1997:
Tata Sierra Turbo launched 10000,000th Tata sumo rolled out.
1998:
Tata Safari Indias first sports utility vehicle launched.
2 million vehicles rolled out.
Indica, Indias first fully indigenous passenger car launched.
1999:
115,000 bookings for Indica registered against full payment within a week.
Commercial production of Indica commences in full swing.
2000:
First consignment of 160 Indicas shipped to Malta.
Indica with Bharat stage 2 (Euro II) complaint diesel engine launched.
Launch of CNG buses.
-
2001:
o Indica V2 launched 2nd generation indica.
o Indica V2 becomes Indians number one car in its segment.
o Exits joint venture with Daimler Chrysler.
2002:
Unveiling of the Tata Sedan at Auto Expo 2002.
5,00,000th passenger vehicle rolled out.
Tata Engineering signed a product agreement with M G Rover of the UK.
2003:
The Tata indigo station wagon unveiled at the Geneva motors show.
On 29th July J.R.D Tatas birth anniversary, Tata Engineerings becomes Tata
Motors Limited.
2004:
Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign investment
agreement
Tata Motors completes acquisition of Daewoo Commercial Vehicle Company
Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the heavy duty
truck 'NOVUS' , in Korea
Tata Motors lists on the NYSE
2005:
Tata Motors rolls out the 500,000th Passenger Car from its Car Plant Facility in
Pune
Branded buses and coaches - Starbus and Globus - launched
-
Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish bus
manufacturing Company
Tata Motors wins JRD QV award for business excellence.
Inauguration of new factory at Jamshedpur for Novus
Tata TL 4X4, India's first Sports Utility Truck (SUT) is launched
Launch of Tata Novus
Launch of Novus range of medium trucks in Korea, by Tata Daewoo
Commercial Vehicle Co. (TDCV)
2006:
Tata Motors and Marcopolo, Brazil, announce joint venture to manufacture fully
built buses & coaches for India & markets abroad
Tata Motors first plant for small car to come up in West Bengal
Tata Motors extends CNG options on its hatchback and estate range
TDCV develops South Korea's first LNG-Powered Tractor- Trailer
Tata Motors and Fiat Group announce three additional cooperation agreements
2007:
Construction of Small Car plant at Singur, West Bengal, begins on January 21
Tata Motors and Thonburi Automotive Assembly Plant Co. (Thonburi), announce
formation of a joint venture company in Thailand to manufacture, assemble and
market pickup trucks.
Tata-Fiat plant at Ranjangaon inaugurated
Fiat Group and Tata Motors announce establishment of Joint Venture in India
2008:
Ace plant at Pantnagar (Uttarakhand) begins production.
Indica Vista the new generation Indica, is launched.
-
Tata Motors' new plant for Nano to come up in Gujarat.
Tata Motors unveils its People's Car, Nano, at the ninth Auto Expo.
Xenon, 1-tonne pick-up truck, launched in Thailand.
Tata Motors signs definitive agreement with Ford Motor Company to purchase Jaguar
and Land Rover.
Tata Motors completes acquisition of Jaguar Land Rover.
Tata Motors is Official Vehicle Provider to Youth Baton Relay for The III
Commonwealth Youth Games Pune 2008.
2009:
Tata Marcopolo Motors, Dharwad plant beings production
Tata Motors launches Nano - The People's Car
Launch of premium luxury vehicles - Jaguar XF, XFR and XKR and Land Rover
Discovery 3, Range Rover Sport and Range Rover from Jaguar and Land Rover in
India
Tata Nano wins the Indian Car of the Year (ICOTY) Award
Tata Motors acquires remaining 79% in Hispano Carrocera.
2010:
Appointment of Mr. Carl-Peter Forster as Managing Director of Tata Motors.
Tata Motors to construct heavy truck plant in Myanmar under Government of Indias
Line of Credit.
Tata Motors declared as the Commercial Vehicle Maker of the Year.
Tata Motors Passenger Car Division launches Tata Motors Service Edge for leading
edge customer service.
Chief Minister of Punjab inaugurates Tata Motors supported State Institute of
Automotive and Driving Skills.
Tata Motors appoints Mr. Carl-Peter Forster as Group CEO.
-
Tata Motors Group displays the widest range of products and environment-friendly
technologies at Auto Expo 2010.
2011:
Tata Venture launched
Launch of Tata Divo Luxury Coach and Tata Starbus Ultra
Launch of Tata Nano 2012
Tata Sumo Gold introduced
Range Rover Evoque launched in India
New Tata Indica Vista launched
Tata Magic IRIS and Tata Ace Zip launched
Tata Indica eV2 introduced with 25 kmpl mileage
Tata Pixel, a city car concept for Europe, displayed at the Geneva Motor Show
Refreshed Tata Indigo Manza introduced
Tata Prima ConsTruck range launched
Tata Motors unveiled assembly plant in South Africa
Tata Nano began international journey with Sri Lanka
Tata Motors completes 50 years of its International Business
Jaguar Land Rover inaugurated its vehicle assembly plant in Pune
Tata Nano launched in Nepal
HVTL amalgamates into HVAL renamed as TML Drivelines Ltd.
Tata Motors (Lucknow) produced & dispatched the first Hybrid Chassis to Spain
Tata Motors (Dharwad) rolled out the first Tata Ace Zip
Tata 407 celebrated its silver jubilee year
Jaguar celebrates 50 years of iconic E-Type
2012:
Tata Motors enters Bangladeshs new car market
Tata Ace races through the one-million mark in just 2,680 days
Tata Safari Storme, the Real SUV, hits the road
-
Launch of PT Tata Motors Indonesia
Tata Motors plant at Dharwad comes on stream
Tata Motors enters into distribution agreement in Myanmar
Launch of Tata Ace in South Africa
Tata Motors : ASSOCIATES
Over the years, Tata Motors has made substantial investments in building
companies that add value, facilitate and support is diverse range of business activities.
Telco Construction Equipment Co. Ltd. (Telco)
Tata Technologies Ltd. (TTL) and Tata Technologies Ltd., USA (TTUS)
HV Axles Ltd., (HVAL)
HV Transmissions Ltd., (HVTL)
TAL Manufacturing Solutions Ltd. (TAL)
Sheba Properties Ltd. (Sheba)
Telco Dadajee Dhackjee Ltd. (TDDL)
Minicar (Indica) Ltd > (Minicar)
-
CHAPTER: 2
RESEARCH
METHODOLOGY
-
RESEARCH METHODOLOGY
INTRODUCTION :
The first and foremost step in the research process consists of problem identification. One the
problem is defined, the next is the research design becomes easier. The research design is the
basic framework, which provides guideline for the rest of the research process. The research
design specifies the methods of data collection and analysis.
RESEARCH DESIGN
Descriptive Research & Explanatory Research approach has been taken up for the project.
Descriptive Research-: Descriptive research attempts to describe systematically a
situation, problem, phenomenon, service / programmer describes attitudes towards
an issue.
Exploratory Research -: It attempts to clarify why and how there is a relationship
between two or more aspects of a situation or phenomenon
I. Collection of Primary Data:
Communication and observation are the two basic means used by me for collecting primary data.
Communication involves questioning the respondents to secure the desired information by using
data collection instrument called Questionnaire. The questionnaire used in my study is
consisting of closed-end questions and one open ended question.
Closed-end questions:
Fixed alternative questions are used in the questionnaire. This consists of
A. Dichotomous Questions: The respondent is given a choice between only two
alternatives.
B. Multiple-choice Questions: The respondents are given a set of alternatives to answer.
-
Open-ended question:
The customers are asked to give suggestions to improve the service in the form of open-
ended question at the end of the questionnaire.
II. Collection of Secondary Data:
Internal and external secondary data is collected for the purpose of study. Internal secondary data
is collected within the company. This data includes company records, previous research reports
and other relevant information.
External secondary data is generated from outside. This data includes publications, government
records and Internet etc.
III. Sampling Procedure:
Sample Size: 100
Sampling Procedure: Simple random sampling approach has been adopted
-
CHAPTER 3
DATA ANALYSIS AND
INTERPRETATION
-
Data Analysis And Interpretation:
Data analysis and interpretation are necessary ingredients to make the primary data
obtained useful for tacking effective strategic moves. The primary data, which has been collected
by survey using a structural questionnaire, has been systematically organized, tabulated and
edited, so as to properly analyse and achieve the objectives
-
1. What made you to buy this vehicle?
TABLE 1
S. No. Features No. of Respondents %
1. Model 23 23
2. Price 13 13
3. Quality 21 21
4. Brand Name 29 29
5. Other Benefits 14 14
100 100
Inference :
29% of the customers opted Tata vehicle basing on the brand name, 23% basing on the model,
21% basing on the quality, 14% basing on other benefits and 13% basing on the price. The brand
name of the TATA and quality of product should be taken care of while providing service.
23
13
21
29
14
0
5
10
15
20
25
30
35
Model Price Quality BrandName
OtherBenefits
No
. o
f R
esp
on
den
ts
Reason for buying TATA Vehicle
Model
Price
Quality
Brand Name
Other Benefits
-
2. Are you satisfied about the explanation about the benefit / features / warranty of the
vehicle and the financial schemes and the delivery procedure at the time of
purchase?
TABLE 2
S. No. Features No. of Respondents %
1. Delighted 4 4
2. Very satisfied 27 27
3. Satisfied 45 45
4. Somewhat dissatisfied 12 12
5. Very dissatisfied - 0
6. No response 12 12
100 100
Inference :
76% of the customers are satisfied about the explanation about the benefits, features, etc.,
at the time of purchase, out of which 27% are very satisfied, also 12% are somewhat dissatisfied,
so the company had to made more effort to satisfy the dissatisfied customers
4
27
45
12
0
12
0
5
10
15
20
25
30
35
40
45
50
Delighted Very satisfied Satisfied Somewhatdissatisfied
Verydissatisfied
No responseNo
. o
f R
es
po
nd
en
ts
Satisfaction Level
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied
No response
-
3. How is the reception at the time of enquiry by the sales personnel?
TABLE 3
S. No. Features No. of Respondents %
1. Delighted 12 12
2. Very satisfied 30 30
3. Satisfied 42 42
4. Somewhat dissatisfied 4 4
5. Very dissatisfied - 0
6. No response 12 12
100 100
Inference :
42% of the customers are satisfied by the reception of the sales personnel at the time of enquiry,
30% are very satisfied, 12% are delighted so the sale personnel are performing their task quite
efficiently. Also there are 4% customers that are somewhat dissatisfied and 12% had not
responded to the above question
12
30
42
4
0
12
0
5
10
15
20
25
30
35
40
45
Delighted Very satisfied Satisfied Somewhatdissatisfied
Verydissatisfied
No response
No
. o
f R
es
po
nd
en
ts
Satisfaction Level
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied
No response
-
4. Are you satisfied with the time taken to open the job card (work order).
TABLE 4
S. No. Features No. of Respondents %
1. Delighted 23 23
2. Very satisfied 44 44
3. Satisfied 25 25
4. Somewhat dissatisfied 8 8
5. Very dissatisfied - 0
100 100
Inference :
44% of the customers are very satisfied by the time taken to open the job card, 25% are
satisfied, 23% are delighted and 8% are somewhat dissatisfied
23
44
25
8
0 0
5
10
15
20
25
30
35
40
45
50
Delighted Very satisfied Satisfied Somewhatdissatisfied
Very dissatisfied
No
. o
f R
esp
on
de
nts
Satisfaction Level
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied
-
5. Are you satisfied with the reception of the service advisor?
TABLE 5
S. No. Features No. of Respondents %
1. Delighted 11 11
2. Very satisfied 50 50
3. Satisfied 30 30
4. Somewhat dissatisfied 9 9
5. Very dissatisfied - 0
100 100
Inference :
As we see that 61% of the customers are more than just satisfied by the reception of the service
advisors, thus the service advisors are performing their duties with perfection, there are only 9%
customers that are somewhat dissatisfied from service advisors
11
50
30
9
0 0
10
20
30
40
50
60
Delighted Very satisfied Satisfied Somewhatdissatisfied
Very dissatisfied
No
. o
f R
esp
on
de
nts
Satisfaction Level
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied
-
6. Are you satisfied with the facilities of the service station like customer waiting room
etc.,
TABLE 6
S. No. Features No. of Respondents %
1. Delighted 13 13
2. Very satisfied 30 30
3. Satisfied 51 51
4. Somewhat dissatisfied 4 4
5. Very dissatisfied 2 2
100 100
Inference :
51% of the customers are satisfied by the facilities of the service station, 30% are very satisfied,
the valuable suggestions can be taken from the unsatisfied customers to improve the facilities
8
30
51
11
0 0
10
20
30
40
50
60
Delighted Very satisfied Satisfied Somewhatdissatisfied
Very dissatisfied
No
. o
f R
esp
on
de
nts
Satisfaction Level
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied
-
7. Are the services being attended correctly to the relevant complaint?
TABLE 10
S. No. Features No. of Respondents %
1. Yes 85 85
2. No 15 15
100 100
Inference :
85% of the customers say that the service is being attended correctly to relevant
complaint. Where as 15% feel that the service is not attended correctly to relevant complaint.
85%
15%
Yes
No
-
8. Are you satisfied with the solutions to all the problems reported by you?
TABLE 8
S. No. Features No. of Respondents %
1. Delighted 6 6
2. Very satisfied 40 40
3. Satisfied 34 34
4. Somewhat dissatisfied 16 16
5. Very dissatisfied 4 4
100 100
Inference :
40% of the customers are very satisfied with the solutions to all the problems reported by
them, 34% are satisfied, 16% are somewhat dissatisfied, 6% are delighted and 4% are very
dissatisfied. Thus 20% of the customers are not totally satisfied with the solution for their
problem thus the service advisor has to provide most satisfactory solution
6
40
34
16
4
0
5
10
15
20
25
30
35
40
45
Delighted Very satisfied Satisfied Somewhatdissatisfied
Very dissatisfied
No
. o
f R
esp
on
de
nts
Satisfaction Level
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied
-
9. Are you satisfied with the delivery made i.e., is the delivery made in time as per the
conditions desired by you from service station.
TABLE 13
S. No. Features No. of Respondents %
1. Delighted 10 10
2. Very satisfied 33 33
3. Satisfied 34 34
4. Somewhat dissatisfied 19 19
5. Very dissatisfied 4 4
100 100
Inference :
34% of the customers are satisfied with the delivery made from the service station, 33%
are very satisfied, 19% are somewhat dissatisfied, 10% are delighted and 9% are very
dissatisfied.
10
33 34
19
4
0
5
10
15
20
25
30
35
40
Delighted Very satisfied Satisfied Somewhatdissatisfied
Very dissatisfied
No
. o
f R
esp
on
de
nts
Satisfaction Level
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied
-
10. Are you satisfied with the explanation of job done and bill at the time of delivery.
TABLE 14
S. No. Features No. of Respondents %
1. Delighted 10 10
2. Very satisfied 41 41
3. Satisfied 37 37
4. Somewhat dissatisfied 12 12
5. Very dissatisfied - 0
100 100
Inference :
41% of the customers are very satisfied with the explanation of job done and bill at the
time of delivery, 37% are satisfied, 12% are somewhat dissatisfied and 10% are delighted.
10
41
37
12
0 0
5
10
15
20
25
30
35
40
45
Delighted Very satisfied Satisfied Somewhatdissatisfied
Very dissatisfied
No
. o
f R
esp
on
de
nts
Satisfaction Level
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied
-
11. Are your receiving our service reminders regularly ?
TABLE 17
S. No. Features No. of Respondents %
1. Yes 56 56
2. No 44 44
100 100
Inference :
56% of the customers are receiving the service remainders regularly. Whereas 44% of the
customers are not receiving the service remainders regularly.
56%
44% Yes
No
-
12. Have you been informed about the next service schedule ?
TABLE 18
S. No. Features No. of Respondents %
1. Yes 60 60
2. No 40 40
100 100
Inference :
60% of the customers have been informed about the next service schedule. Where as 40%
of the customers are not informed about the next service schedule
60%
40%
Yes
No
-
13. Are you satisfied with the overall performance of the workshop.
TABLE 19
S. No. Features No. of Respondents %
1. Delighted 4 4
2. Very satisfied 42 42
3. Satisfied 46 46
4. Somewhat dissatisfied 7 7
5. Very dissatisfied 1 1
100 100
Inference :
46% of the customers are satisfied with the overall performance of the workshop, 42%
are very satisfied, 7% are somewhat dissatisfied, 4% are delighted and 1% is very dissatisfied
4
42
46
7
1
0
5
10
15
20
25
30
35
40
45
50
Delighted Very satisfied Satisfied Somewhatdissatisfied
Very dissatisfied
No
. o
f R
esp
on
de
nts
Satisfaction Level
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied
-
CHAPTER 4
FINDINGS
-
FINDINGS
34% of the customer previously not used any vehicle, 26% used some other vehicle, 23%
used maruthi, 9% used mahindra and 8% used Toyota.
29% of the customer opted Tata vehicel basing on the brand name, 23% basing on the model,
21% basing on the quality, 14% basing on other benefits and 13% basing on the price.
45% of the customers are satisfied about the explanation about the benefits, features, etc., at
the time of purchase, 27% are very satisfied, 12% very satisfied, 12% are somewhat
dissatisfied, 4% are delighted and 12% had not responded to the above question.
42% of the customers are satisfied by the reception of the sales personnel at the time of
enquiry, 30% are very satisfied, 12% are delighted, 4% are somewhat dissatisfied and 12%
had not responded to the above question.
50% of the customers are very satisfied by the reception of the service advisor, 30% are
satisfied, 11% are delighted and 9% are somewhat dissatisfied.
44% of the customers are very satisfied by the time taken to open job card, 25% are satisfied,
23% are delighted and 8% are somewhat dissatisfied.
46% of he customers are satisfied by the attitude of the service personnel, 28% are very
satisfied, 140% are somewhat dissatisfied, 11% are delighted and 1% very dissatisfied.
-
51% of the customers are satisfied by the facilities of the service station, 30% are very
satisfied, 11% are somewhat dissatisfied and 8% are delighted.
73% of the customers say that they are being informed if any extra job is required to their
vehicle. Where as 27% of the customers are not informed about the extra job required for
their vehicle.
85% of the customers say that the service is being attended correctly to relevant complaint.
Where as 15% feel that the service is not attended correctly to relevant complaint.
40% of the customers are very satisfied with the solutions to all the problems reported by
them, 34% are satisfied, 16% are somewhat dissatisfied, 6% are delighted and 4% are very
dissatisfied.
53% of the customers are very satisfied with the quality of washing, 27% are satisfied, 12%
are delighted, 7% are somewhat dissatisfied and 1% is very dissatisfied.
34% of the customers are satisfied with the delivery made from the service station, 33% are
very satisfied. 19% are somewhat dissatisfied, 10% are delighted and 9% are very
dissatisfied 41% of the customers are very satisfied with the explanation of job done and bill
at the time of delivery, 37% are satisfied, 12% are somewhat dissatisfied and 10% are
delighted.
46% of the customers are satisfied with the general appearance of the workshop, 40% are
very satisfied, 8% are delighted, 4% are somewhat dissatisfied and 2% are very dissatisfied.
42% of the customers are satisfied by the labour and spare parts charge, 42% are somewhat
dissatisfied, 7% are very satisfied, 6% are very dissatisfied and 3% are delighted.
-
56% of the customers are receiving the service remainders regularly, where as 44% of the
customers are not receiving the service remainders regularly.
60% of the customers have been informed about the next service schedule where as 40% of
the customers are not informed about the next service schedule.
46% of the customers are satisfied with the overall performance of the workshop 42% are very
satisfied, 7% are somewhat dissatisfied, 4% are delighted and 1% is very dissatisfied
-
CHAPTER 5
CONCLUSIONS
-
CONCLUSION
The overall performance of the services in the workshop is satisfactory to many of the
customers. Nothing in the world can be perfect. Some faults are seen in the services though not
major ones but some of the problems may give side effect and make cause more trouble in the
future. So the problems need to be identified and solved immediately. Some of the main things
are as follows.
Prompt delivery should be made.
Charges are high and need to be decreased.
The efficiency of workers is to be increased.
Check list should be maintained so that any other extra jobs that the customers
are unaware can be solved.
If the problems identified are solved effectively, then the customer satisfaction level increases on
the organization
-
CHAPTER 6
SUGGESTION AND
RECOMMENDATIONS
-
SUGGESTIONS AND RECOMMENDATIONS
Prompt delivery of the vehicle should be made.
Top priority must be given to taxes and long distance vehicles then local vehicles.
Facilities like A/C. News papers, Drinking water and weeklies must be provided and they
must be up to the standards in customer waiting room.
MG Brothers must advertise it self about its service station by having boarding mainly at
sales point and at customer waiting room.
A separate phone must be made available to deal with customers to inform them whether the
service station is ready to accept their Vehicles for service
The organization must appoint persons to deal with the customers in phone and to explain the
customers about the job done at the time of delivery.
Shelter must be their while going through job card.
The organization must instruct the workers not only to considers the job card they must also
go through the vehicle and if they find and things extra jobs to be done them they must
inform the owner and they must entire it in job card and then go through the work.
Labour charges should be decreased
Service reminders should be sent regularly
Billing should be made faster.
-
CHAPTER 7
LIMITATIONS
-
LIMITATIONS
Due to the limited time available at the disposable of the researcher, the study has
been confined.
The data was not fully available on the internet.
There was cost involved in making this project.
The data collected may be inaccurate somewhere as some information is collected
from the Internet.
Limited information through secondary research report is basic hindrance in finding out
the true results related to investments in mutual fund schemes by an investor.
Sample size is limited to 100 only. Thus sample size does not adequately represent the
national market.
Market is very demographical.
Limited time was another constraint.
-
CHAPTER 8
BIBLIOGRAPHY
-
BIBLIOGRAPHY
Marketing research (third edition, published by Tata McGraw hill, new delhi).
PROF. G.C.BERI
Marketing Management (the Millennium edition & 8th
Edition)
PHILIP KOTLER
WWW,WIKIPEDIA.COM
WWW.TATAMOTORS.COM
-
CHAPTER 9
-
CUSTOMER FEED BACK
Dear sir/Madam
I , Anoop Abraham doing my B.B.A in Trinity Institute Of Professional
Studies . My project title is study on Customer satisfaction towards TATA MOTORS
SERVICE. I would be greatly oblige if you can spare your most valuable time to answer
the following questions, which my urge in bringing out this project .
Name of the customer :
Place :
Ph :
E-Mail :
Vehicle Model :
Vehicle Number :
Address :
QUESTIONNARIES:
1. What made you to buy this vehicle
a) Model b) Price c) Quality
d) Brand name e) Other benefits
2. Are you satisfied about the explanation about the benefits / features/ warranty of the
vehicle and the financial schemes and the delivery procedure at the time of
purchase.
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
-
3. How is the reception at the time of enquiry by the sales personal
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
4. Are you satisfied with the time taken to open the job card (work order)
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
5. How is the attitude of the service personnel
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
6. Are you satisfied with the facilities of the service station like customer waiting room
etc.,
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
7. Are the services being attended correctly to the relevant complaint
a) Delighted b) No
8. Are you satisfied with the quality of washing
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
9. Are you satisfied with the delivery made i.e., Is the delivery made in times as per the
conditions desired by you from service station.
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
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10. Are you satisfied with the explanation if job done and bill at the time of delivery
a) Delighted b) Very satisfied c) satisfied
d) Some what dissatisfied e) Very dissatisfied
11. Do you feel labour and spare parts charge reasonable
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
12. Are you receiving our service reminders regularly
a) Yes b) No
13. Are you satisfied with the overall performance of the workshop
a) Delighted b) Very satisfied c) Satisfied
d) Some what dissatisfied e) Very dissatisfied
Sir, I heart fully thank you for sparing your valuable time for me
Anoop Abraham
Place :
Date : Signature