PROJECT

ON
CUSTOMER SATISFACTION ON
"TATA MOTORS"

Submitted By

Name:

Roll No:

Batch :

Industry Guide Faculty Guide

Name: Mr. Rajnish Garg Name:Dr. AK Mishra

Designation: Marketing Head Designation:Professor

Company Name:Verka milk plant

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 DECLARATION
I hereby declare that the project entitled an independent research work carried out
by me during my Summer Internship Training EME Technology Mohali. The
material provided in this report is original and has not been submitted anywhere
for any other diploma or degree. The project report is the result of my own hard
work and self-belief.

Sushant

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 PREFACE

This project report mainly focuses on identifying study consumer behavior

and trade response towards TATA Motors in the market. I was assigned a region
Mohali in which I have to scan the whole market doing a market research finding
various factors due to which the sale of TATA Motors.

For this I have formulated a questionnaire with the help of which I can
clearly evaluate those factors qualitatively and can come to a conclusion. In this
questionnaire the retailers were asked questions. The major finding of this research
is consumer behavior and trade response for TATA Motors.

Also some recommendations are suggested to the organization which I think

would be beneficial to the organization to get back its lost customers. It can be
achieved by coming out with some schemes for the customers which could benefit
the customers in monetary form. The organization can also focus on maintaining
the quality of the Motor till it reaches the end customers. For this purpose they can
have a organized structure for the distributors as they holds the Product for the
most important phase of the sale.

During this whole training I got lot of experience and came to know about the
management practices in real that how it differs from those of theoretical
knowledge and the practically in the real life.

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 ACKNOWLEDGEMENT
It is proud of my privilege & pleasure to express my deep sense of gratitude
to my training guide Mr.Sunil for her help, valuable guidance & constant
encouragement to complete the study “Consumer Behaviour and Trade Response
towards Verka Tetra Pack ”(pio,milk). I am thankful to all teaching staff of our
institute who have rendered their invaluable guidance & assistance time to time.

I also want to thank all the staff & employees of our orgnisation because
without the help & support of them, I can’t be able to complete my training report.
And I would like to thank Dr .AK MISHRA for their guidance .

Pardeep Singh

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 CONTENTS

CHAPTER TITLE PAGE.NO.

I INTRODUCTION 7-34

II REVIEW OF LITERATURE
35-37

III RESEARCH METHODOLOGY 38-41

IV DATA ANALYSIS AND INTERPRETATION 42-62

V FINDINGS 63-64

VI RECOMMENDATIONS 65-66

VII CONCLUSION 65-66

BIBLIOGRAPHY

ANNEXURE

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CHAPTER- I

TATA MOTORS
Company Profile
Tata Motors was established in 1945 as Tata Engineering and Locomotive Co. Ltd. to
manufacture locomotives and other engineering products. It is India's largest automobile
company, with standalone revenues of Rs. 25,660.79 crores (USD 5.5 billion) in 2008–09. 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.

The company's 23,000 employees are guided by the vision to be 'best in the manner
in which they operate best in the products they deliver and best in their value system and
ethics.'

Tata Motors' presence indeed cuts across the length and breadth of India. Over 4 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).

The company's dealership, sales, services and spare parts network comprises over
3500 touch points; Tata Motors also distributes and markets Fiat branded cars in India. 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 acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach
manufacturer, with an option to acquire the remaining stake as well. Hispano's presence is
being expanded in other markets. In 2006, it 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 at the Bangkok Motor Show 2008.

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Tata Motors is also expanding its international footprint, established through exports since
1961. The company's commercial and passenger vehicles are already being marketed in
several countries in Europe, Africa, the Middle East, South East Asia, South Asia and South
America. It has franchisee/joint venture assembly operations in Kenya, Bangladesh, Ukraine,
Russia and Senegal.

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 2,000 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, 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 Tata Ace, India's first
indigenously developed mini–truck.

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 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. 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. The years to come will see the introduction of several other innovative vehicles, all
rooted in emerging customer needs. Besides product development, R&D is also focussing on
environment–friendly technologies in emissions and alternative fuels.

Through its subsidiaries, the company is engaged in engineering and automotive

solutions, construction equipment manufacturing, automotive vehicle components
manufacturing and supply chain activities, machine tools and factory automation solutions,

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 high–precision tooling and plastic and electronic components for automotive and computer
applications, and automotive retailing and service operations.

True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit to
Corporate Social Responsibility. It is a signatory to the United Nations Global Compact, and is
engaged in community and social initiatives on labour and environment standards in
compliance with the principles of the Global Compact. In accordance with this, it plays an
active role in community development, serving rural communities adjacent to its
manufacturing locations.

Product range of the company includes:

Passenger Cars:

 Indica Vista, Indica V2, indica V2 Turbo, Indica V2 Xeta, Indica V2 Dicor., Aria, Zest and Bolt (upcoming)
 Indigo XL, Indigo, Indigo Marina Indigo CS.
 Nano.

Utility Vehicles:

 Safari Dicor.
 Sumo Grande.
 Sumo.
 Xenon XT.

Truks:

 Medium & Heavy Comm. Vehicles, Tata Novus.

 Intermediate Comm. Vehicles.
 Light Commercial Vehicles, TL 4×4, Small Commercial Vehicles.

Commercial Passenger Carriers:

 Buses.
 Winger.
 Magic

Milestones:

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 1945 Tata Engineering and Locomotive Co. Ltd. was established to manufacture locomotives
and other engineering products.
 1948 Steam road roller introduced in collaboration with Marshall Sons (UK).
 1954 Collaboration with Daimler Benz AG, West Germany, for manufacture of medium
commercial vehicles. The first vehicle rolled out within 6 months of the contract.
 1959 Research and Development Centre set up at Jamshedpur.
 1961 Exports begin with the first truck being shipped to Ceylon, now Sri Lanka.
 1966 Setting up of the Engineering Research Centre at Pune to provide impetus 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 hydraulic excavator produced with Hitachi collaboration.
 1986 Production of first light commercial vehicle, Tata 407, indigenously designed, followed
by Tata 608.
 1989 Introduction of the Tatamobile 206 – 3rd LCV model.
 1991 Launch of the 1st indigenous passenger car Tata Sierra. TAC 20 crane produced. One
millionth vehicle rolled out.
 1992 Launch of the Tata Estate.
 1993 Joint venture agreement signed with Cummins Engine Co. Inc. for the manufacture of
high horsepower and emission friendly diesel engines.
 1994 Launch of Tata Sumo – the multi utility vehicle. Launch of LPT 709 – a full forward
control, light commercial 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., UK for manufacturing turbochargers to be used on
Cummins engines.
 1995 Mercedes Benz car E220 launched.
 1996 Tata Sumo deluxe launched.
 1997 Tata Sierra Turbo launched. 100,000th Tata Sumo rolled out.
 1998 Tata Safari – India's first sports utility vehicle launched. 2 millionth vehicle rolled out.
Indica, India's 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)
compliant diesel engine launched. Utility vehicles with Bharat 2 (Euro II) compliant engine
launched. Indica 2000 (Euro II) with multi point fuel injection petrol engine launched. Launch
of CNG buses. Launch of 1109 vehicle – Intermediate commercial vehicle.
 2001 Indica V2 launched – 2nd generation Indica. 100,000th Indica wheeled out. Launch of
CNG Indica. Launch of the Tata Safari EX Indica V2 becomes India's number one car in its
segment. Exits joint venture with Daimler Chrysler.
 2002 Unveiling of the Tata Sedan at Auto Expo 2002. Petrol version of Indica V2 launched.
Launch of the EX series in Commercial vehicles. Launch of the Tata 207 DI. 2,00,000th Indica
rolled out. 5,00,000th passenger vehicle rolled out. Launch of the Tata Sumo'+' Series Launch
of the Tata Indigo. Tata Engineering signed a product agreement with MG Rover of the UK.
 2003 Launch of the Tata Safari Limited Edition. The Tata Indigo Station Wagon unveiled at the
Geneva Motor Show. On 29th July, J. R. D. Tata's birth anniversary, Tata Engineering becomes
Tata Motors Limited. 3 millionth vehicle produced. First CityRover rolled out 135 PS Tata Safari
EXi Petrol launched Tata SFC 407 EX Turbo launched
 2004 Tata Motors unveils new product range at Auto Expo '04. New Tata Indica V2 launched
Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign investment agreement Indigo
Advent unveiled at Geneva Motor Show Tata Motors completes acquisition of Daewoo

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 Commercial Vehicle Company Tata LPT 909 EX launched Tata Daewoo Commercial Vehicle Co.
Ltd. (TDCV) launches the heavy duty truck 'NOVUS' , in Korea Sumo Victa launched Indigo
Marina launched Tata Motors lists on the NYSE
 2005 Tata Motors rolls out the 500,000th Passenger Car from its Car Plant Facility in Pune The
Tata Xover unveiled at the 75th Geneva Motor Show Branded buses and coaches – Starbus
and Globus – launched Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish bus
manufacturing Company Tata Ace, India's first mini truck launched Tata Motors wins JRD QV
award for business excellence. The power packed Safari Dicor is launched Introduction of
Indigo SX series – luxury variant of Tata Indigo Tata Motors launches Indica V2 Turbo Diesel.
One millionth passenger car produced and sold 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 vehicle sales in India cross four million mark Tata Motors unveils new long
wheel base premium Indigo & X–over concept at Auto Expo 2006 Indica V2 Xeta launched
Passenger Vehicle sales in India cross one–million mark 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 Tata Motors introduces a new Indigo range
 2007 Construction of Small Car plant at Singur, West Bengal, begins on January 21 New 2007
Indica V2 range is launched Tata Motors launches the longwheel base Indigo XL, India's first
stretch limousine Common rail diesel (DICOR) engine extended to Indigo sedan and estate
range 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. Roll out of 100,000th Ace Tata–Fiat plant at Ranjangaon inaugurated Launch of
a new Upgraded range of its entry level utility vehicle offering, the Tata Spacio. CRM–DMS
initiative crosses the 1000th location milestone Launch of Magic, a comfortable, safe, four–
wheeler public transportation mode, developed on the Ace platform Launch of Winger, India’s
only maxi–van Fiat Group and Tata Motors announce establishment of Joint Venture in India
Launch of the Sumo Victa Turbo DI, the new upgraded range of its entry–level utility vehicle,
the Sumo Spacio Tata Motors launches Indica V2 Turbo with dual airbags and ABS Launch of
new Safari DICOR 2.2 VTT range, powered by a new 2.2 L Direct Injection Common Rail
(DICOR) engine. Rollout of the one millionth passenger car off the Indica platform.
 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. Latest
common rail diesel offering– the Indica V2 DICOR, launched. Indigo CS (Compact Sedan),
world’s first sub four–metre sedan, launched. Launch of the new Sumo –– Sumo Grande,
which combines the looks of an SUV with the comforts of a family car. 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
introduces new Super Milo range of buses. Tata Motors is Official Vehicle Provider to Youth
Baton Relay for The III Commonwealth Youth Games Pune 2008. Indica Vista – the second

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 generation Indica, is launched. Tata Motors launches passenger cars and the new pick–up in
D.R. Congo.
 2009 Tata Marcopolo Motors' Dharwad plant begins production. Tata Motors launches Nano –
The People's Car Introduction of new world standard truck range. 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.
 2010: Tata Ace becomes India's first 1–lakh brand in goods commercial vehicles. Jaguar Land
Rover announces opening of its Dealership in New Delhi. Tata Motors to construct heavy truck
plant in Myanmar under Government of India's Line of Credit. The company’s Passenger Car
Division launches ‘Tata Motors Service Edge' for leading edge customer service.
 2011: Tata Motors unveils Assembly Plant in South Africa. Jaguar Land Rover inaugurates new
vehicle assembly plant in Pune India. Jaguar celebrates 50 years of iconic E–Type. Jaguar c–x75
scoops Louis Vuitton award in Paris. Tata Pixel, new city car concept for Europe, displayed at
the 81st Geneva Motor Show. Tata Motors displays Tata Nano EV at the 80th Geneva Motor
Show.
 2012: Tata Motors enters Bangladesh’s 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

 2013 :Tata Nano becomes the first Auto Brand in India to cross 3 million fans on Facebook
The Tata Indigo eCS enters Limca Book of Records

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1.7 MARKETING

Marketing is based on thinking about the business in terms of customer

needs and their satisfaction. Marketing differs from selling because (in
the words of Harvard Business School's retired professor of marketing Theodore
C. Levitt) "Selling concerns itself with the tricks and techniques of getting
people to exchange their cash for your product. It is not concerned with
the values that the exchange is all about. And it does not, as marketing
invariable does, view the entire business process as consisting of a tightly
integrated effort to discover, create, arouse and satisfy customer needs." In other
words, marketing has less to do with getting customers to pay for your product
as it does developing a demand for that product and fulfilling the customer's
needs.

1.8 CUSTOMER

A customer is usually used to refer to a current potential buyer or user of the

products of an individual organization, called the supplier, seller or vendor. This
is typically through purchasing renting goods or services. However, in certain
contexts, the term 'customer' also includes by extension any entity that Uses or
experiences the service of another.

A customer may also be a viewer ofthe product or service that is being sold
despite deciding not to buy them. The general distinction between a customer
and a client is that a customer purchases product whereas a client purchase
service.

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 Types of customer

Customers can be of following types:

1. Loyal Customers- These types of customers are less in numbers but promote
more sales and profit as compared to other customers as these are the ones
which are completely satisfied. These customers revisit the organization over
times hence it is crucial to interact and keep in touch with them on a regular
basis and invest much time and effort with them. Loyal customers want
individual attention and that demands polite and respectful responses from
supplier.
2. Discount Customers- Discount customers are also frequent visitors but they
are only a part of business when offered with discounts on regular products
and brands or they buy only low cost products. More is the discount the more
they tend towards buying. These customers are mostly related to small
industries or the industries that focus on low or marginal investments on
products. Focus on these types of customers is also important as they also
promote distinguished part of profit into business.
3. Impulsive Customers- These customers are difficult to convince as they want
to do the business in urge or caprice. They don’t have any specific item into
their product list but urge to buy what they find good and productive at that

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 point of time. Handling these customers is a challenge as they are not
particularly looking for a product and want the supplier to display all the
useful products they have in their tally in front of them so that they can buy
what they like from that display. If impulsive customers are treated
accordingly then there is high probability that these customers could be a
responsible for high percentage of selling.
4. Need Based Customers- These customers are product specific and only tend
to buy items only to which they are habitual or have a specific need for them.
These are frequent customers but do not become a part of buying most of the
times so it is difficult to satisfy them. These customers should be handled
positively by showing them ways and reasons to switch to other similar
products and brands and initiating them to buy these. These customers could
possibly be lost if not tackled efficiently with positive interaction.

5. Wandering Customers- These are the least profitable customers as

sometimes they themselves are not sure what to buy. These customers are
normally new in industry and most of the times visit suppliers only for
confirming their needs on products. They investigate features of most
prominent products in the market but do not buy any of those or show least
interest in buying. To grab such customers they should be properly informed
about the various positive features of the products so that they develop a sense
of interest.

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1.9 MEANING OF CUSTOMER SATISFICATION

Customer satisfaction is a business term, is a measure of how products and

services supplied by a company meet or surpass customer expectation. It is seen
as a key performance indicator within business and part of the four prospective
of balanced score card.

In a competitive market place were businesses compete for customers, customer

satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy customer satisfaction drives successful private
sector business.

High performing businesses have developed principles and strategies for

achieving customer satisfaction. This paper presents a framework or set of ideas
for using customer satisfaction principles and strategies to improve the quality
responsiveness, and possibility of public sector privately provided services in
vulnerable communities

The framework suggested that resident who live in tough neighbourhoods can
be supported through customer satisfaction strategies to become empowered
individuals who informed perspectives influence decisions about what, how,
when, and where services are available to them.

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Customer satisfaction is the customer’s response to the evaluation of the
perceived discrepancy between prior expectation and the actual performance of
the product as perceived after its consumption.

DEFINITION

Cocotte, woodruff and Jenkins (1987) define customer satisfaction as

"conceptualized as a feeling developed from an evaluation of the experience."

HERE, the timing of satisfaction response is driving consumption.

BUT there is general agreement with kotler (2003) that "customer satisfaction is
a person's feeling of pleasure or disappointment resulting from comparing a
products perceived performance in relation to his or her expectation." In short
customer satisfaction is "The provision of goods or services which fulfil the
customer expectation in terms of quality and service, in relation to price paid."

IMPORTANCE OF CUSTOMER SATISFACTION

It costs at least 7 times more to source a new customer than it does to retain
existing onea 'satisfied' customer tells 5-7 people in a year whilst a 'dissatisfied'
customer will tell 14-15 people.

 Companies can boost profits anywhere from 25% to 125% by retaining a

mere 5% more of their exciting customers.
 Totally satisfied customers were 6 times more likely to use that services
and commend it than ' satisfied' customers.

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  Customers who have a bad experience with you and do not complain are
only 37% likely to still do business with you.
 Customers who have an opportunity to complain and the complaint is
achieved are 95% likely to still do business with you.

1.10 CUSTOMER SATISFACTION MODEL

The customer satisfaction model is a micro level framework it links extended

Ps(people & performance), and reflects the impacts of the traditional Ps
(product, price, place and promotion).

WHILE conceptually simple, the frame work captures the essence of marketing:

CUSTOMER SATISFACTION MODEL

CUSTOMER MARKET
PROFITS
SATISFACTION SHARE

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(a) Generate customer satisfaction by meeting, or better yet exceeding, customer
requirements and expectation, i.e. delivering superior relative perceived value.

(b) A mass satisfied (and profitable) customer into substantial share of the
relevant served market.

(c) Leveraging the market share into high profitability via scale of economies.

FACTORS OF CUSTOMER SATISFACTION

1. Service of quality
2. reliability of service
3. knowledge of the staff
4. Being kept informed of progress
5. The way service kept its promises
6. The way the service handled any problem Friendliness of staff
7. How sympathetic staff were to your needs
8. Speed of enquiries
9. Number of time had to contact the service.

1.11 Ways to measure Customer satisfaction

1. Direct Methods: Directly contacting customers and getting their valuable

feedback is very important.

Following are some of the ways by which customers could be

directly tabbed:

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a) Getting customer feedback through third party agencies.
b) Direct marketing, in-house call centres, complaint handling department
could be treated as first point of contact for getting customer feedback.
These feedbacks are compiled to analyse customers’ perception.
c) Getting customer feedback through face to face conversation or meeting.
d) Feedback through complaint or appreciation letter.

e. Direct customer feedback through surveys and questionnaires.

2. Indirect Method: The major drawback of direct methods is that it turns out
to be very costly and requires a lot of pre compiled preparations to implement.
For getting the valuable feedbacks the supplier totally depends on the customer
due to which they loses options and chances to take corrective measure at
correct time. Hence there are other following indirect methods of getting
feedback regarding customer satisfaction:

a. Customer Complaints: Customer’s complaints are the issues and problems

reported by the customer to supplier with regards to any specific product or
related service. These complaints can be classified under different segments
according to the severity and department. If the complaints under a particular
segment go high in a specific period of time then the performance of the
organization is degrading in that specific area or segment. But if the complaints
diminish in a specific period of time then that means the organization is
performing well and customer satisfaction level is also higher.

b. Customer Loyalty: It is necessarily required for an organization to interact

and communicate with customers on a regular basis to increase customer
loyalty. In these interactions and communications it is required to learn and
determine all individual customer needs and respond accordingly. A customer is
said to be loyal if he revisits supplier on regular basis for purchases. These loyal

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customers are the satisfied ones and hence they are bounded with a relationship
with the supplier. Hence by obtaining the customer loyalty index, suppliers can
indirectly measure customer satisfaction.

2.1 TITLE OF STUDY

“A study on customer satisfaction with reference to TATA MOTORS”

2.3 OBJECTIVE OF STUDY

The following are the objectives of the study

1. To understand the customer behavior towards purchase of 4 wheeler.

2. To understand the level of customer satisfaction about the TATA
Vehicles.
3. To study the customer attitudes towards various brands of TATA motors.
4. To suggest suitable recommendation for improving the level of customer
satisfaction

2.4NEED OF THE STUDY

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 TATA MOTORS ltd is a leading two wheeler manufacturing brand. Need
to analyze customer satisfaction towards brand.
1. Since it is a competitive market with the intervention of international
brand, this study will tell you the market status of the brand.

2.5 SCOPE OF THE STUDY

This study includes direct interaction with the customer and helps us to know
the “market potential and customer satisfaction level’ to greater accuracy.

This study is of great importance to the company which will know about the
customer preference to buy a particular brand.

So scope of the study is to achieve customer satisfaction and quality

maintenance is company’s primary objective.

The method adopted for data collection required for this research is the survey
method. Thus a questionnaire was prepared consisting of simple question and
was distributed among 50 customers of TATA motors.

2.6 Methodology

The methodology adopted was the survey and the sample method. The primary
data collected from the users from the personal as well as information collected
through questionnaires. Secondary method used to collect information from the
company books, internet, staff of the store, etc.

2.7 Sampling Technique:

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The sampling technique used in this research is convenience sampling it is a
statistical method of drawing representative data by selecting people because of
the ease of their volunteering or selecting units because of their availability or
ease access the advantage of this type of sampling are the availability or easy
access. The advantage of this type of sampling are the availability and the
quickness with which data can be gathered. The disadvantage are the risk that
the sample might not represent the population as a whole, and it might be biased
by volunteers. A convenience sample is simply one where the units that is in
stark contrast in the sample are the easiest to access. This is the stark contrast to
probability sampling technique where the selection of units is made randomly.

Sample size

The numbers of respondent were limited to 50 customer at TATA motors.

2.8Tools for data collection

Primary data

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Primary data is the data which is collected by the research directly from his own
observation and experience. For example, if the research conducted a survey for
the collected of data then its known as primary data.

The method used for the collection of primary data is questionnaire method.

Questionnaire Method

For the purpose of the project, first-hand information was used in form of a
structural questionnaire on the bases the service, company name and other
possible aspects of the company. The questioner contained 1question. The
respondent had to write or select the option they felt appropriate after the
questioner was designed, the fieldwork was organized. The questioner was
distributed personally. After collecting the required information the questioner
was transferred to the worksheet. A master table was prepared. The findings
were finally recorded and the data was represented graphically.

Secondary Data

Secondary data is data collected by someone other than the user. Common
sources of secondary data for social science include censuses, organizational
records and data collected through qualitative methodologies or qualitative
research. Primary data, by contrast, are collected by the investigator conducting
the research. Secondary data analysis saves time that would otherwise be spent
collecting data and, particularly in the case of quantitative data, provides larger
and higher-quality databases that would be unfeasible for any individual
researcher to collect on their own. In addition, analysts of social and economic
change consider secondary data essential, since it is impossible to conduct a
new survey that can adequately capture past change and/or developments

2.9 Reference Period

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The information gathered and compiled for this research was approximately for
2 months in January and March.

2.10 Plan of Analysis

Processing and analysis of data was made from responses to each question. The
response was tabulated and analysed through percentage analysis etc. the
collected data has been represented in form on tables and charts.

2.11 Limitation of study

The following are the limitation which where encountered during the period in
which the research was done.

 The sample Size is restricted to only 50 people. This is small selected

selection people.
 The study was limited to one region (Chandigarh)
 The research is very time consuming process.
 People were hesitating to fill up the forms and out of 10 only 1 people
fills the form.

2.12 AN OVERVIEW OF THE CHAPTER SCHEME:

Chapter 1: Introduction:
This chapter provides a background to the topic keeping in mind the definition,
scope, objectives, needs, purpose, etc. under the study of company’s financial
performance.

24 | P a g e
Chapter 2: Research design:
This chapter provides a bird’s eye view of the study. It contains the statement of
problem, scope of study, objectives of the study and operational definitions.

Chapter 3: Profile of the company:

This chapter gives detailed information about the company.

Chapter 4: Analysis and Interpretation:

This is where the collected data is represented in the form of tables and graphs.
And an interpretation is derived from the analysis.

Chapter 5: Summary of findings, Conclusions and Suggestions:

This chapter provides a summary on the findings and conclusions derived from
the previous chapters. And provide suggestions.
3.3 VISION

The story began with a simple vision – the vision of a mobile and an
empowered India, powered by its Vehicles TATA MOTORS Ltd., company’s
new identity, reflects its commitment towards providing world class mobility
solutions with renewed focus on expanding company’s footprint in the global
arena.

3.4 MISSION

TATA MOTORS’s mission is to become a global enterprise fulfilling its

customers' needs and aspirations for mobility, setting benchmarks in
technology, styling and quality so that it converts its customers into its brand
advocates. The company will provide an engaging environment for its people to

25 | P a g e
perform to their true potential. It will continue its focus on value creation and
enduring relationships with its partners.

3.5 STRATEGY

TATA MOTORS's key strategies are to build a robust product portfolio across
categories, explore growth opportunities globally, continuously improve its
operational efficiency, aggressively expand its reach to customers, continue to
invest in brand building activities and ensure customer and shareholder delight.

3.7 TECHNOLOGY

In the 1980's the Company pioneered the introduction of fuel-efficient,

environment friendly four-stroke motorcycles in the country. It became the first
company to launch the Fuel Injection (FI) technology in Indian motorcycles,
with the launch of the Glamour FI in June 2006.

Its plants use world class equipment and processes and have become a
benchmark in leanness and productivity.

Hero MotoCorp, in its endeavour to remain a pioneer in technology, will

continue to innovate and develop cutting edge products and processes

3.8 DISTRIBUTION

The Company's growth in the four wheeler market in India is the result of an
intrinsic ability to increase reach in new geographies and growth markets. Tata
Motor's extensive sales and service network now spans over to 5000 customer
touch points. These comprise a mix of authorized dealerships, service &spare
parts outlets and dealer-appointed outlets across the country.

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3.9 SUPPLY CHAIN MANAGEMENT

As the Company prepares to produce a wider range of products, efforts are

being taken to align the supply chain and prime up its supplier base. During the
year, the Company kick-started the process of migrating its existing brands to
the new brand. The exercise is expected to be completed during 2012-13.

During the year, the Company also commenced the process of working with its
vendors to develop new parts. The Company’s Supply Chain Management
function is built on three planks:

 Cost
 Quality
 Sustainability

Tracking inventory cost effectively and efficiently is known to be a key source

of competitive advantage in the automobile industry. Hence, it comes as no
surprise that cost leadership is the Company’s prime focus area. Continual
pressure on margins forced the Company and its supply chain partners to find
innovative and alternate ways to combat inflation. Considerable attention was
given to managing component inventory in the system, with double-digit
growth in inventory turnover. To align HR processes with the supply chain, top
two HR consulting firms in India are working with supply chain partners. The
exercise is aimed at improving robustness of people processes and resulting in a
direct impact on quality, cost, productivity, delivery and reliability. The move

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will enable supply chain partners move to the next orbit of operational
excellence. The Company initiated more than 30 quality improvement projects
with supply chain partners to provide better quality products to customers.

3.10 BRAND

The new TATA is rising and is poised to shine on the global arena. Company's
new identity "Tata Motors." is truly reflective of its vision to strengthen focus
on mobility and technology and creating global footprint. Building and
promoting new brand identity will be central to all its initiatives, utilizing every
opportunity and leveraging its strong presence across sports, entertainment and
ground- level activation.

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3.13ORGANISATIONAL CHART OF TATA MOTORS.

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Directors

Founder Director and Chairman : Dr.BrijmohanLallMunjal

Managing Director and CEO : Mr. PawanMunjal .

Board of Directors

Name of the person Nature of the Office

Mr. Sunil Kant Munjal Non-Executive Director

Mr. Suman Kant Munjal Director

Mr. Paul Edgerley Non-Executive Director

Mr. Pradeep Dinodia Director

Gen. (Retd.) V. P. Malik Director

Mr. Analjit Singh Director

Dr. Pritam Singh Director

Mr. M. Damodaran Director

Mr. Ravinath Director

Dr. AnandC.Burman Director

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3.15CORPORATE SOCIAL RESPONSIBILITY

HOCKEY
Hockey is India's national sport, and TATA is committed to doing its part to
promote and popularize the sport. In 2010, Hero TATA Motors extended its
support to Hockey by sponsoring the 'Hockey World Cup 2010' that was held in
India. 2 years after this, Tata motors was also the sponsor of the 'FIH Road to
London 2012' tournament.
The company is proud to associate with, and will continue to endorse this great
sport in the future.

GOLF
Tata Motors, took over title sponsorship of the World Challenge. The Hero
World Challenge is an offseason golf tournament hosted by Tiger Woods,
which takes place in December at Sherwood Country Club, a course designed
by Jack Nicklaus, in Thousand Oaks, California. It features a small number
(currently 18) of top-ranked golf pros.

CRICKET
Our association with cricket goes a long way. Tata Motors has in the past
sponsored major cricket tournaments in association with International Cricket
Council (ICC), including the cricket World Cup and the Champions Trophy.
Hero has also been associated with IPL.

SPORTS ACCESSORIES
Wouldn't you love to play your favourite shots of cricket with the bats that
VirenderSehwag prefers? 'Hero' custom cricket bats that Sehwag loves,
available in Kashmir and English Willow, nurtured in India, can now be

31 | P a g e
purchased at select TATA motors dealerships and distributors across the
country.
Kashmir Willow bats require constant knocking and oiling to strengthen it for
use in a cricket match. Knocking is done to compress the fibres of the willow
blade together which helps the bat bear the impact of the ball. English Willow
nurtured in India is by nature a soft fibrous wood. Its natural moisture and
ability to be pressed in the manufacturing process gives great ball striking
qualities.

GRADING POSITIVES
Market leadership, strong brand equity, professional management, high
operating efficiency and established scale economies. Strong financial profile
characterized by healthy margins, high profitability and cash generation.
Potential upsides to our estimates: (1) HMCL sustains its current market share,
leveraging its brand equity, product performance and distribution strengths; (2)
industry growth exceeds our estimates over the medium term despite existing
concerns on macro-economic scenario; (3) HMCL betters the margins estimated
by us via sustained business growth and increases in operating efficiency even
in the face of competitive and cost pressures.

OPERATION RAMP-UP

With demand for vehicles recording a stupendous growth of 15% during the
year under review, the Company’s capacities were severely strained. This
prompted it to augment its capacity at its three plants – up from 5.4 million units
to 6.35 million – during the year. This was made possible through a number of

32 | P a g e
de-bottlenecking measures. For example, the Company’s plants were made
leaner by outsourcing non-critical processes and operations.

Besides this, a number of structural changes and alterations were made in its
manufacturing strategy to effectively implement its Sales Plan for 2012-13.

Major replacements were also executed in the paint and assembly shop,
ensuring little or no shutdown along the assembly line. Apart from the above
measures, several innovative technologies were inculcated to reduce operational
costs. Some examples of these are:

 A breakthrough technology for gear rolling was implemented for mass-

production
 Fine blanking, an alternate process of hobbling, was introduced for sprocket
components
 Advanced cam grinding was introduced to increase productivity and control
costs

The Company continues to set new industry benchmarks in the areas of energy
conservation and sustainability. Vapour absorption machines and heat recovery
units were installed during the year to utilize waste heat from Gas DGs for air-
conditioning and pre-heating of hot water generation. Other green initiatives
included projects on waste water management, LED lighting and solar power.
These cost leadership and green projects yielded considerable savings to the
Company within a short period of time.

33 | P a g e
4.1 Analysis and Interpretation
 Under this section of the project, the questionnaire circulated is
thoroughly analysed and interpreted, based on which suggestions and
recommendations will be given which would help hero in strengthening
their customer base.

 All questions asked are analysed below and graphically represented and
each question and response is analysed and results interpreted.

 This section of the project holds immense importance as in, it depicts the
level of customer satisfaction towards the Hero product.

34 | P a g e
  All questions asked in the questionnaire are analysed and the
Interpretation are drawn below.

4.1(a) Table showing the age group of the respondent

Age group No. of Respondents Percentage

5 10%
20-25 years

16 32%
25-35 years

21 42%
35-45 years

8 16%
Above 45 years

50 100%
Total

35 | P a g e
Analysis -

From the following table it can be analysed that the 42% of the respondent belong
to 35-45 years age group, 32% of the respondent belong to 25-35 years age
group,16% of the respondent belong to above 45 years age group,10% of the
respondent belong to 20-25 years of age group.

4.1(b) Chart showing the age group of the respondent

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 Percentage

Above 45 20-25 years

16% 10%

25-35
32%

35-45
42%

Interpretation:-

From the following graph it can be concluded that the percentage of people is
more in age group 35-45 years that is middle age people that are very attached
to the company. The remaining 20-25 years are youth that are more towards
international companies.

4.2(a) Table showing the different level of income group of the

respondent.

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 Income group No. of Respondents Percentage

Less than 25,000

5 10%

25,000 to 50,000
20 40%

50,000 to 75,000
17 34%

More than 75,000

8 16%

Total
50 100%

Analysis-

From the following analysis table it can be analysed that, 40% of respondent
belong to the income group of Rs. 25,000 to 50,000 followed by 34% of
respondent of the belong to the income group of Rs. 50,000 to 75,000, 16% of
respondent belong to the income group of belong to age group of more than Rs.
75,000 and by 10% of respondent of the belong to the income group of less than
Rs. 25,000.

4.2(b) Graph showing different level of income group of the

respondent.

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 Income Group
20
20

18 17

16

14

12

10
8
8

6 5

0
Less than 25,000 25,000 to 50,000 50,000 to 75,000 More than 75,000

Interpretation:

From the following chart we can conclude that, company is having most
number of person from income group Rs. 25,000 to 50,000 they are mostly
working class people. The remaining are less than Rs 25,000 who are part time
workers and staff.

4.3(a) Table showing the preference of the vehicle by the

respondent.

39 | P a g e
 Model No. of Respondents Percentage

SPLENDOR 20 40%

GLAMOUR 12 24%

KARIZM 4 8%

MAESTRO 4 8%

PLEASURE 10 20%

Total 50 100%

Analysis:-

From the following above table it can be analysedthat the 40% of respondents
are using Splendor, 24% of respondents using Glamour, 20% use pleasure,
20%use Maestro and 8% use karizm.

4.3(b) Graph showing the preference of the vehicle by the

respondent.

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 Preference
0

10

20

12

SPLENDOR GLAMOUR KARIZMA MEASTRO PLEASURE

Interpretation:-

From the following graph it can be concluded that the most number of
respondents are using Splendordue to high mileage and lowest
maintenance. The remaining lowest percentage use Karzima and Maestro
as are their better substitute in the market.

4.4(a) Table showinghow much respondent has used the vehicle.

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 Distance (km) No. of Respondents Percentage

500 - 5000km 4 8%

5000 - 20000km 10 20%

20000 - 40000km 11 22%

40000 & Above km 25 50%

Total 50 100%

Analysis: –

From the following above table it can be analyzed that the 8% of respondents
has travelled 500-5000 km, 20% of respondents has travelled 5000-20000 km,
22% of respondents has travelled 20000- 40000 km and 50% of respondents has
travelled 40000 km & Above.

4.4(b) Graph showinghow much respondent has used the vehicle.

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 Distance Travelled

25

20

15
25

10

10 11
5

0
500 - 5000 5000 - 20000 20000 - 40000 40000 & Above

Interpretation:-

From the above graph it can be concluded that most respondents has travelled
40000 & above are the people who travel long distance for work. And the
remaining small group of people have multiple vehicle.

4.5(a) Table showing the usage of the vehicle.

Time (Years) No. of Respondents Percentage

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 4 8%
Less than 1 year

1-2 Years 14 28%

2-4 Years 20 40%

4 years & Above 12 24%

50 100%
Total

Analysis:

From the above table it can be analyzed that, 8% of respondents has used
vehicle for Less than 1 year, 28% of respondents has used vehicle for 1-2 years,
40% of respondents has used vehicle for 2-4 years, 24 % of respondents has
used vehicle for 4 years & above.

4.5(b) Graph showing the usage of the vehicle.

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 Time period for use of vehicles

20

18

16

14

12
20
10

8 14
12
6

4
4
2

0
Less than 1 year 1-2 Years 2-4 Years 4 years & Above

Interpretation:-

From the above graph it can be concluded that 40% of respondents has used
vehicle for 2-4 years as the new models and up gradation are coming to meet to
it. And the small percentage of people keep no changing the vehicle to get the
latest in the market.

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4.6(a) Table showing the main unique selling preposition of
the vehicle.

Particulars No. of Respondents Percentage

SPEED 5 10%

POWER/ BHP 14 28%

MILEAGE 20 40%

DESIGN 11 22%

Total 50 100%

Analysis:

From the above table it can be analyzedthat, 10% of respondents bought vehicle
due to speed , 28% of respondents bought vehicle due to power, 40% of
respondents bought vehicle due to mileage and 22% of respondents bought
vehicle due to design.

46 | P a g e
 4.6(b) Graph showing the main unique selling preposition of
the vehicle.

Unique selling preposition

20
18
16
14
12
20
10
8 14
6 11

4
5
2
0
Speed Power Mileage Design

Interpretation:-

From the above graph it is inferred that, 40% of respondents bought vehicle due
to mileage as the fuel price is rising and for the local usage. The rest group of
people bought due to other important feature.

47 | P a g e
4.7(a) Table showing the influencer behind the purchase.

Particulars No. of Respondents Percentage

CHILDREN’S 2 4%

WIFE 9 18%

FRIENDS 30 60%

9 18%
PARENTS

50 100%
Total

Analysis:-

From the above table it can be analyzedthat, 4% of respondents bought vehicle

due to influence of children, 18% of respondents bought due to wife, and 60%
of respondents bought due to friends, 18% of respondents bought due to parents
influence respectively.

48 | P a g e
4.7(b) Graph showing the influencer behind the purchase.

Influencer

30

25

20

30
15

10

5 9 9

2
0
Children's Wife Friends Parents

Interpretation:-

From the above graph it is inferred that, 60% of respondents bought due to
friends as they also own that type of vehicle and they are the most approachable
to them. The remaining people are influenced by the family members.

4.8(a) Table showing the purpose of buying the vehicle.

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 Particulars No. of Respondents Percentage

Official 20 40%

Household 14 28%

Business 5 10%

Any other 11 22%

Total 50 100%

Analysis:-

From the above table it is inferred that, 40% of respondents bought for official
purpose, 28% of respondents bought for household purpose, 10 % of
respondents bought for business purpose and 22% of respondents bought for
other purpose.

50 | P a g e
4.8(b) Graph showing the purpose of buying the vehicle.

Purpose of Purchase

20

18

16

14

12
20
10

8 14
6 11

4
5
2

0
Official Household Business Anyother

Interpretation:-

From the above graph it can be seen that nature of purchase of vehicle by the
respondent are mainly for the official purpose. And the remaining use it for
other purpose.

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4.9(a) Table showing the factor influencing the brand.

Particulars No. of Respondents Percentage

Brand Value 40%

20

8 16%
Design

16 32%
Publicity

6 12%
Scheme

50 100%
Total

Analysis

From the above table it can be analyzedthat, 40% of respondents bought for
brand value, 16% of respondents bought for design, 32 % of respondents bought
for publicity and 12% of respondents bought for scheme.

52 | P a g e
4.9(b) Graph showing the factor influencing the brand.

Purchase

20
18
16
14
12
20
10
16
8
6
8
4 6
2
0
Brand Value Design Publicity Scheme

Interpretation:-

From the following graph we can conclude that, people mostly go for brand
value then publicity followed by design and scheme. People mostly see the
image of the company in the market then buy the product.

4.10(a) Table showing the level of satisfaction of respondent.

53 | P a g e
 Level No. of Respondents Percentage

Highly Satisfied 20 40%

Satisfied 22 44%

Dissatisfied 6 12%

Highly Dissatisfied 2 4%

50 100%
Total

Analysis

From the above table it is seen that, 40% of respondents fall under Highly
Satisfied, 44% of respondents fall under Satisfied, 12% of respondents fall
under dissatisfied and 4% of respondents fall under Highly Dissatisfied

54 | P a g e
4.10(b) Graph showing the level of satisfaction of
respondent.

Satisfaction level

25

20

15

22
20
10

5
6
2
0
Highly Satisfied Satisfied Dissatisfied Highly Dissatisfied

Interpretation:-

From the above graph it can be conclude that maximum percentage of people
are satisfied so the company is able to achieve its goal and the main motive of
customer satisfaction. It is also able to deliver good products to market .The
reaming customer should also be kept in mind and taken care of.

55 | P a g e
4.11(a) Table showing Factors better than our competitor.

Particulars No. of Respondents Percentage

15 30%
Budget

7 14%
Brand

22 44%
Maintenance

6 12%
Service

50 100%
Total

Analysis:-

From the above table it is inferred that, 30% of respondents bought due to
budget, 14% of respondents bought due to brand, 44% of respondents bought
due to maintenance, 12% of respondents bought due to Service.

56 | P a g e
4.11(a) Graph showing Factors better than our competitor.

Influencing Factor

25

20

15

22
10
15

5
7 6

0
Budget Brand Maintenance Service

Interpretation:-

From the above graph it can be conclude tell that most of the people who buy
hero vehicle is due to maintenance. Which is the thing that keep us better than
our competitor.

4.12(a) Table showing the problem faced by the customer.

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 Problem faced No. of Respondents Percentage

LACK OF 10 20%
COMMUNICATION

POOR QUALITY 10 20%

DELAY IN DELIVERY 14 24%

OTHER THINGS 16 36%

Total 50 100%

Analysis:-

From the above table it can be concluded that, 20% of respondents has faced
problem with Lack of communication, 20% of respondents has faced problem
with poor quality, 24% of respondents has faced problem with delay in
delivery, and 36% of respondents has faced other things.

4.12(b) Graph showing the problem faced by the customer.

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 Problem faced

16

14

12

10

16
8
14

6
10 10

0
Lack of communication poor quality Delay in delivery Other things

Interpretation: -

From the above graph we come to a conclusion that people face no problem at
the time of the service and only few people complain about price of the spare
parts or low quality or delay in service.

4.13(a) Table showing the reliability of the TATA Vehicles.

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 Particulars No. of Respondents Percentage

EXCELLENT 20 40%

GOOD 22 45%

AVERAGE 6 14%

POOR 2 4%

Total 50 100%

Analysis

From the above table it is analysed that, 40% of respondents feels excellent
for the reliability of the hero, 45 % of respondents feels excellent for the
reliability of the TATA, 14% of respondents feels good for the reliability of
the Tata,and 4% of respondents feels excellent for the reliability of the hero.

4.13(b) Graph showing the reliability of the Hero vehicles.

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 Realiability

25

20

15

22
20
10

5
6
2
0
Excellent Good Average Poor

Interpretation:-

From the above graph it is concluded that respondent find hero vehicles as reliable and
can use it for longer duration of time and also very few people have rated is as poor.
Company should take of that.

4.14(a) Table showing customer recommending our brand to

others.

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 Particulars No. of Respondents Percentage

SURELY WILL 31 62%

RECOMMEND

WILL RECOMMEND 9 18%

CAN’T SAY 7 18%

NOT SURE 3 6%

Total 50 100%

Analysis

From the above table it is analysed that, 6% of respondents are not sure about
the recommendation, 14% of respondents can’t say about the recommendation,
18% of respondents will recommendation, 62% of respondents surely will
recommend.

4.14(b) Table showing customer recommending our brand to

others.

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 Recommend

3
7

9
31

Not Sure Can't Say Will Recommend Suerly will recommend

Interpretation: -

From the above chart we can conclude that maximum percentage of people have
chosen the option that they will recommend it to other people and very few have
chosen the option not sure.

4.15 (a) Table showing the main source of information.

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 Source No. of Respondents Percentage

TELEVISION 20 40%

NEWSPAPERS 12 24%

BANNERS & 6 12%

HOARDINGS

INTERNET 12 24%

Total 50 100%

Analysis:-

From the above table it is analysed that, 40% of respondents cam to know
through television, 24% of respondents cam to know through newspaper, 12%
of respondents cam to know through Banners & Hoardings, 24% of respondents
cam to know through internet.

4.15 (b) Graph showing the main source of information.

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 Advertisement

20

18

16

14

12
20
10

8
12 12
6

4 6
2

0
Television Newspapers Banners & Hoardings Internet

Interpretation: -

From the above graph it can be conclude that with the help of television maximum
percentage of people can be reached as compared to other sources of advertisement. As it is
densely available and attractive.

5.1 FINDINGS

 It can be stated that the customer of the company are more from the
middle age.

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 It is seen that the customers where taken care with courtesy and addressed
all question and problem of the respondent with interest and helped in
solving their issue.

 As per the research it is seen that problem were quickly solved and taken
care of which is one of a good factor because the objective of the
company is to satisfy the customer.

 It can beseen that the customer service is an effective system which

records all call and message and helps store the data and faster flow of
information thereby solving the issue faster.

 It can be state that overall respondent view with the customer satisfaction
was good because we follow a system of objective and strive to follow it
through our vision.

 It is also seen that the service is bit expensive but the return on that is
very good and they are highly satisfied with the service provide.

 It is found that the customer has rated our vehicle as excellent due to its
great mileage and the cheap maintenance.

 It can be alsobe seen that we stand out on the service and the pricing
strategy is best the market comparing to other competitors in the market.

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 Customer has stated that they came to know about the product through
television

 It is state that the customer have rated us excellent in overall due to the
service we provide to them and maintain it.

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5.2 SUGGESTION & RECOMMENDATION

After meeting the customer and talking to them about the live tips and their
service and knowing their requirements the following recommendation is being
developed.

1.Target customer

The main target new customer should be seen as an opportunity to the company.
We should help more and more customer to buy our product, and make them fill
them fill that the buying our product is not an expenditure it’s an investment for
the long term which will give you good retune in future. Being the maintenance
and other USP of the product. And also giving the exchange offers and easy
finance offer that will help them to buy vehicle from you.

2. Customer satisfaction

For the small crowd of people who are not satisfied with the company they
should be approached back and their problem should be solved. For the people
who are on average level then continues customer service should be done for
them to make them satisfied. Over all for each and every customer there should
be no delay done for any complains and their requirements.

3. Service

Due to more fluctuation of market the analysis of tips should be asked to

generate more accurate and perfect tips to be sending and while sending delayed
should not be done in it.

5.3 CONCLUSION

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Research above shows the customer satisfaction of hero motors through live tips
and the questioner. In regards to their various service and customer service.
Also the overall rating of the company and how it stands beyond of their
competitor.

The study shows that the 70% - 80% of the customer are satisfied with the kind
of service and customer relationship is done with them by live tips. The new
customer also fined the company different from other company which is a
positive point for them. To fulfill the customer requirement in time should be
seen.

Over all the company present customer satisfaction level are on satisfied with a
small number of people of people not satisfied, which should be taken care of.

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 BIBLIOGRAPHY

Reference

Website

www.heromotocop.com

www.google.com

www.businessdictoinery.com

Books

Marketing management, Philip kotler 12th edition

Fundamental of marketing management, T.S Devaraja

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 Questionnaire on customer Satisfaction of TATA Motors
Name:
Occupation: Student Business
Professional

1. Age:
A) 20-25 B) 25-35 C) 35-45 D) above 45
2. Income (P.M) -

a. Less than 25,000 c. 25,000 to 50,000

b. 50, 000 to 75,000 d. More than 75,000

3. Which vehicle you have of TATA Motors?

a. Maestro
b. Impulse
c. Splendor
d. Karzima ZMR
e. Passion
4. How much Km have you travelled till now?

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 a. 500km -5000km
b. 5000km -20000km
c. 20000km -40000km
d. 40000km& above km
5. From how many years do you own the vehicle?

a. 0-1 year
b. 1-2 years
c. 2-4 years
d. 4 & above years

6. What feature of bike you like the most while purchasing the
vehicle?

a. Speed
b. Power/ BHP
c. Mileage
d. Design

7. Who influenced you to buy this vehicle?

a. Friends
b. Wife
c. Children’s
d. Parents

8. For what purpose you buy Tata Vehicle?

a. Official
b. Household
c. Business
d. Any other

9. Why did you purchased the vehicle?

a. Brand value
b. Design

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 c. Publicity
d. Scheme

10. Which satisfaction level you fall under?

a. Highly Satisfied
b. Satisfied
c. Dissatisfied
d.Highly Dissatisfied
11. What factor influence you to buy the vehicle?

a. Budget
b. Maintenance
c. Brand
d. Service

12. How do you think is the reliability of the Tata vehicles?

A) Excellent B) Good
C) Average D) poor
13. What kind of problems faced during the time of service?
A) Delay in delivery B) Poor quality
C) Other things D) Lack of communication

14. Will you recommend are brand to your family and friends?

a. Strongly Recommend
b. Recommend
c. Somewhat recommend
d. Not Recommend

15. How did you come to know about this model?

a. Internet
b. Banners & Hoardings
c. Friends/Relatives
d. TV

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Comment & Suggestion for the improvement.

Thank you for you Feedback

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