CONTENTS

Chapter 1

Executive Summary

Introduction of study

Introduction

Automobile Industry

Tata motors

Chapter 2

TIKARI AUTOMOBILES

Organization Profile

Benefits of employee & customer

7 P’s

Chapter 3

HR department

Service department

Sales department

Chapter 4

Findings

Suggestion

Conclusion

Questionnaire

Bibliography

DECLARATIONI Ankit Baberwal undersigned the student of BBA – 5 th SEM by declare that the project

report is my own and has carried out under the guidance and supervision of Mr. Ravinder

of Ganga Institute of technology and management. Further I declare that it has not been

submitted to any other university of examination.

Date: Sign. Of Student

PREFACEIn this age of neck to neck competition, there is much importance given to practical

knowledge. The theoretical knowledge is not sufficient to understand the boundless field

of business management.

Today every person wants to be a master in the field they are in. The Practical training is

life of management student. In modern world the importance of management is

increasing day by day. Industrial training provide a student sufficient knowledge to

develop an education to connect theory and practical.

So to fulfil our purpose I have done training at “TIKARI AUTOMOBILS”.

ACKNOWLEDGEMEMT

It is my pleasure to present this report before you. I sincerely would like to show my

gratitude towards all those who helped me throughout my project work.

I am heartily thankful to Mr. Ravinder,my trainee for giving me his guidance for

prepairing this report. He has been an exceptional mentor during these two months of

SIP. It has been a great learning experience of being a trainee under him.

I would like to express my special thanks to all the another official who has helped me a

lot during this SIP. Their critical advices helped me to take this report more effective.

INDEX

1. Sector’s Profile

2. Company Profile

3. Executive Training

4. Introduction to study

5. Methodology

6. Analysis of performance V/s Target

7. SWOT analysis

8. Suggestion

9. Limitation

10. Questionnaire

11. Conclusion

12. Bibliography

INDEX

1. introduction to study

2. Introduction to automobile industry

3. Brief History

4. Automobile sector in India

INTRODUCTION TO STUDY

Customer perception is an important component of our relationship with our customers. Given that 90% plus of our orders at some point involve the phone, how we handle the telephone is essential to creating a perception for our customer that aligns with the company mission of service. The following is a great way of handling the phone. 1. The greeting is: Good Morning/Afternoon this is Joshua with (your company name). How may I help you? 2. Always ask and receive a response from people before you put them on hold: Would you please hold...? Then be sure they are not on hold very long otherwise offer to call them back. 3. Remember to smile on the phone. Slow down and speak plainly and clearly. Smiling stretches your vocal cords, and gives a more upbeat presentation to the customer. Slowing down ensures that the customers perception is of an organized systematic company that can handle their project. Getting it done right and on time consistently. 4. If you transfer a call and know who is calling, tell the name of the caller to your co-worker so they can greet the person by their name. 5. Under no circumstances should any interaction with a client be used to express any sense of overwhelm that you may have. We are swamped, we are so busy, etc. may be acceptable office banter in most companies but it really should not be! If I am a customer and I am looking to get a rush project done, this type of comment tells me that I might want to consider looking elsewhere. Customers do not care how busy we are when they call and ask: How busy are you? What they really care about is can we take care of another project they have for us. 

We know from talking to clients that often they feel that they are bothering us or have a concern that they might be overloading us. It is curious to know that sometimes these are our best clients that have this concern. Therefore, anything that might reinforce this is something we want to avoid (you do not need to send your work to other vendors even though you have given us a lot of work already, we can handle it). One possible response to: Are you busy? - is to say: We are busy, but never too busy to help you - what can I do for you? or words to that effect. They are the customers. They do not want to hear about our situation they want to talk about what we can do for them. 6. If we have to contact a customer with bad news of any kind realize that your tone of voice and approach to it set the tone. We do not want to be nonchalant as if it is not big deal. Nor do we want to act like a terrible calamity occurred. Here are keys to contacting customers with bad news: * Prepare rehearse and organize what you are going to communicate to them and how you are going to communicate it to them. * Be sure there is no hint of blame or avoiding responsibility. Customers do not care about the folder being broken, the copier jamming or any other things. That is our problem. It is not their problem and they actually do not want to hear about it. Certainly, later in the conversation if they ask what the source of the delay or problem is, you can share that with them, but it should not be something that you want to volunteer early in the conversation. * Be absolutely certain that you have options to give the customer in these situations. This allows them to be more in control rather than a victim. What are options? What are solutions? Do not call them with the problem unless you are also providing solutions to them. * Learn what you could have done to prevent this problem from occurring and do so next time. Again, the customer is calling us to take on their problems and to solve their problems. They really do not want (nor do they care) to know about our problems. 7. Remember to always thank the customer. Thank them for calling. Thank them for their business. Thank them for cooperation and understanding. Thank them for a well prepared electronic file. Thank them for a referral. Thank them for the professional manner in which they and their company interact with us.  

INTRODUCTION TO AUTOMOBILE INDUSTRY

Market area in India has been witnessing several changes in charter and

Complexity since the last few years. These changes include a higher reach of mass media,

particularly due to an increased penetration of satellite Channels, availability of a greater

assortment of products and services. Higher level of consumer spending on items other

than basic necessities, more discerning choice behavior exhibited by consumers, and a

clear Indication of consumer preference for better value in products and services.

The passenger vehicle segment in the automobile industry plays a vital role in

India .The present day market is such that the passenger vehicle is affordable by Middle

class people in urban and semi-urban areas; it is also more convenient for traveling short

and long distance. Over the years the sales figured of the four wheelers has increased to a

very large extent. The sale of the four-wheeler in 1950 was nearly 300 units whereas now

the sales have shot up to millions.

The Indian automobile industry is now striding inroads into the rural middle class

after its inroads into the urban markets and rural rich. It is trying to bring in varying

products to suit requirements of different class segments of customers.

Vehicles that can be considered automobiles were demonstrated as early as 1769

and 1885 marked the introduction of gasoline powered internal combustion engines.

History of Automobile Industry

The history of the automobile industry in India actually began about 4,000 years

ago when the first wheel was used for transportation. In the early 15th century, the

Portuguese arrived in China and the interaction of the two cultures led to a variety of new

technologies, including the creation of a wheel that turned under its own power. By the

1600s, small steam-powered engine models were developed, but it was another century

before a full-sized engine-powered automobile was created.

The dream a carriage that moved on its own was realized only in the 18th century

when the first car rolled on the streets. Steam, petroleum gas, electricity and petrol started

to be used in these cars.

India's transport network is developing at a fast pace and the automobile industry

is growing too. The automobile industry also provides employment to a large section of

the population. Thus the role of automobile industry cannot be overlooked in Indian

Economy. All kinds of vehicles are produced by the automobile industry. It includes the

manufacture of trucks, buses, passenger cars, defence vehicles, two-wheelers, etc. The

industry can be broadly divided into the car manufacturing, two-wheeler manufacturing

and heavy vehicle-manufacturing units.

The major car manufacturers in India are Hindustan Motors, Escorts Ltd, Maruti

Udyog, Fiat India Private Ltd., Ford India Ltd., General Motors India Pvt. Ltd., Honda

Siel Cars India Ltd., Hyundai Motors India Ltd., Skoda India Private Ltd., Toyota

Kirloskar Motor Ltd. Sawarj buses many mores.

RATAN TATA

Chairman of Tata Sons and major Group companies, including Tata Motors,

Tata Steel, Tata Consultancy Services, Tata Power, Tata Tea, Tata Chemicals, Indian

Hotels, Tata Tele-services and Tata Auto Company.

Vision Statement“To be the Most Sought after Organization for Enabling

Tata Group Companies Achieve Industry Leadership”

Values “Credibility, Integrity, Excellence & Continuous Learning and Sharing”

The Tata Group is one of India's largest and most respected business

conglomerates, with revenues in 2005-06 of $21.9 billion (Rs 967,229 million),

the equivalent of about 2.8 per cent of the country's GDP, and a market

capitalisation of $62.2 billion as on July 12, 2007. Tata companies together

employ some 2, 46, 000 people. The Group's 28 publicly listed enterprises —

among them stand out names such as Tata Steel, Tata Consultancy Services,

Tata Motors and Tata Tea — have a combined market capitalisation that is the

highest among Indian business houses in the private sector, and a shareholder

base of over 2 million. The Tata Group has operations in more than 54 countries

across six continents, and its companies export products and services to 120

nations. Products of TATA Motor Heavy Vehicles.

INDIAN AUTOMOBILE INDUSTRY

The Indian auto industry has grown at an impressive 16.82 per cent over

the last year with total sales of vehicles reaching around 10 million vehicles till

November 2006 as against 8.5 million in 2005. Spurred by a huge demand from the

market, the increase in production is set to improve further driven by a buoyant economy,

with increasing purchasing power, new product launches, coupled with attractive finance

schemes from automobile manufacturers and financial institutions? The domestic

passenger car market recorded a historic 22.66 per cent growth in April-December, 2006,

second only to the 28.56 per cent in fiscal 2003-04. Analysts believe the industry will

close fiscal 2006-07 with around 22-23 per cent growth, against just 16 per cent in 2005-

06.

Destination India : India is on every major global automobile player's roadmap, and it

isn't hard to see why:

India is the second largest two-wheeler market in the world

Fourth largest commercial vehicle market in the world

11th largest passenger car market in the world

Expected to be the seventh largest by 2016

Robust production: The cumulative growth of passenger vehicles segment during

April-February 2007 compared to the corresponding period in the last year was 22.91

per cent, while that of passenger cars in the same duration was 24.76 per cent, says

the Society of Indian Automobile Manufacturers (SIAM). The commercial vehicles

segment grew by 36.12 per cent during the April-February 2007 period, while three

wheeler sales grew by 14.5 per cent, it added.

Ashok Leyland HMT Tractors Royal Enfield

Audi AG Honda Motors Co. Ltd. San Motors

Bajaj Auto Hyundai Motors Scooters India Ltd

BEML Indofarm Tractors Skoda Auto India

BMW Kinetic Motor Co. Ltd. Sonalika Tractors

Bentley Motors Limited Lamborghini Suzuki Motors

Chevrolet LML India Swaraj Mazda Ltd.

Daewoo MotorsMahindra & Mahindra

Ltd.Tafe Tractors

Eicher Motors Maruti Suzuki India Ltd. Tata Motors

Escorts Ltd. Mercedes Benz Telcon

Fiat India Pvt Ltd Mitsubishi Motors Terex Vectra

Force Motor Monto Motors Toyota Kirloskar Motors

Ford Motors Nissan Motors TVS Motor Co.

General Motors Porsche Volvo

Hero Honda Reva Electric Co. Yamaha Motor

Hindustan Motors Rolls-Royce Motor  

Economic Survey 2007-08 says:

The installed capacity of the automotive industry has been growing at a compounded

annual rate of over 16 per cent since 2001-02. It produced a wide variety of vehicles

including 1.7 million four wheelers (passenger cars, light, medium and heavy commercial

vehicles, multi-utility vehicles such as jeeps), and over 8 million two and three wheelers

(scooters, motor-cycles, mopeds, and three wheelers) in 2006-07.

India is the second-biggest market for small cars after Japan. It accounts for 60% of the

domestic market.

Facts FiguresIt seems that India has finally arrived in the big league of Asian car markets. Steady and

impressive annual growth rate, presence of international automakers, relaxation of

foreign exchange and equity regulations, reduction of tariffs on imports and few others

are the components of its booming auto market. The country has now come to be

recognized as a potential emerging auto market. The perception of foreign investors has

changed, everybody wanting to be here.

For the first time, in the financial year end in 2005, the total sales of passenger vehicles -

cars, utility vehicles and multi-utility vehicles - crossed the one-million mark to touch

1.06 million, with exports of 166,000 vehicles.

Study says that by 2010 India will take over Germany in sales volumes and

Japan by 2012. And by 2050, Indians will buy every sixth car produced in the world.

Apart from serving the domestic market, the auto sector has turned as a sourcing base for

the global auto majors. The auto component market is also in its full swing. As per the

research of RNCOS, one of the leading industry firms, the Indian automobile component

industry is estimated to triple from USD 63 billion to USD 190 billion within a span of

six years by 2012.

Indian Automobile Industry Estimation:

Estimated turnover USD 12 billion, plus components revenue USD 3 billion, this is the

vastness of Indian automobile industry. Industry analysts predict this industry to touch

USD 13000 million marks by 2010, a cumulative growth of 9.5% annually. It is said that

for every Re 1 spent, the auto sector returns Rs. 2.24 to the Indian economy.

Automobile Dealers Network in India

In terms of Car dealer networks and authorized service stations, Maruti

leads the pack with Dealer networks and workshops across the country. The other leading

automobile manufactures are also trying to cope up and are opening their service stations

and dealer workshops in all the metros and major cities of the country. Dealers offer

varying kind of discount of finances who in tern pass it on to the customers in the form of

reduced interest rates.

Automobile Export Numbers

Category 1998-99 2004-05 (Apr-Dec)

Passenger Car 25468 121478

Multi Utility Vehicles 2654 3892

Commercial Vehicles 10108 19931

Two Wheelers 100002 256765

Three Wheelers 21138 51535

Percentage Growth 16.6 32.8

The industry has adopted the global standards and this was manifested in the increasing

exports of the sector. After a temporary slump during 1998- 99 and 1999-00, such exports

registered robust growth rates of well over 50 per cent in 2002-03 and 2003-04 each to

exceed two and- a-half times the export figure for 2001-02.

EVEN Growth

Opposing the belief that the growth in automobile industry has catered

only to the top income-stratum of society, Growth of exports of 32.8 % in the first three

quarters of 2004-05, the fastest growth in volumes has come from commercial vehicles as

against passenger car.

Between 1998-99 and 2003-04, output of commercial vehicles has grown 2.8 times

compared to the 2.2 times increase in passenger cars. Furthermore, two-wheeler output

continues to dominate the volume statistics of the sector. In 2003-04, for every passenger

car turned out by the sector, there were 7 two-wheelers produced. In the two wheeler

segment, there is a greater preference for motorcycles followed by scooters, with both

production and domestic sales of motorcycles increasing at faster rates than for scooters

in the current and previous years. However, mopeds have registered low or negative

growth. Export growth rates have been high both for motorcycles and scooters.

THE KEY FACTORS BEHIND THIS UPSWING:

Sales incentives, introduction of new models as well as variants coupled with easy

availability of low cost finance with comfortable repayment options continued to drive

demand and sales of automobiles during the first two quarters of the current year. The

risk of an increase in the interest rates, the impact of delayed monsoons on rural demand,

and increase in the costs of inputs such as steel are the key concerns for the players in the

industry.

As the players continue to introduce new models and variants, the

competition may intensify further. The ability of the players to contain costs and focus on

exports will be critical for the performance of their respective companies.

The auto component sector has also posted significant growth of 20 per

cent in 2003-04, to achieve a sales turnover of Rs.30,640 crore (US$ 6.7 billion). Further,

there is a potential for higher growth due to outsourcing activities by global automobiles

giants. Today, this sector has emerged as another sunrise sector.

Why India: The economy of India is emerging. The following table shows the ranking of

India in the past four years.

Rank 2005 2004 2003 2002

1 China China China China

2 India Thailand Thailand Thailand

3 Thailand India USA USA

4 Vietnam Vietnam Vietnam Indonesia

5 USA USA India Vietnam

6 Russia Russia Indonesia India

7 Korea Indonesia Korea Korea

Twin Advantages: Scaling costs

Optimizing resources

INDUSTRY GROWTH

The passenger car and motorcycle segment in Indian auto Industry is growing by

8-9 per cent.

The automobile industry crossed a landmark with total vehicle production of 10

million units.

Car sales was 8,82,094 units against 8,20,179 units in 2004-05.

The two-wheeler market grew by 13.6 per cent with 70,56,317 units against

62,09,765 units in 2004-05.

Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against

3,18,430 units in 2004-05

Passenger car business unit

The company's passenger car range comprises the compact car Indica, the

midsize Indigo and Indigo Marina in both petrol and diesel versions. The Tata Sumo, the

Tata Safari and its variants are the company's multi-utility vehicle offerings.

In addition to the growth opportunities in the domestic market, the company is

pursuing growth through acquisitions. In 2004, it acquired the Daewoo Commercial

Vehicle Company, Korea's second-largest truck maker, now named Tata

Daewoo Commercial Vehicles Company. In 2005, Tata Motors acquired a 21-per cent

stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, with an

option to acquire the remaining stake as well.

Indian Auto Market Growth for the year 2007-08

1. The domestic automobile industry sales grew 12.8 per cent at 89,10,224 units as

against 78,97,629 units in 2004-05.

2. The automotive industry crossed a landmark with total vehicle production of 10

million units.

3. According to the Society of Indian Automobile Manufacturers (SIAM), car sales

was 8,82,094 units against 8,20,179 units in 2004-05.

4. The growth of domestic passenger car market was 7.5 per cent

5. Car exports stood at 1,70,193 units against 1,60,670 units in 2004-05.

6. The two-wheeler segment, the market grew by 13.6 per cent with 70,56,317 units

against 62,09,765 units in 2004-05.

7. Motorcycles had the upward march, 17.1 per cent in domestic market touching

58,15,417 units against 49,64,753 units in 2004-05.

8. Scooter segment grew by 1.5 per cent, fall at 9,08,159 units against 9,22,428 units

in 2004-05.

9. Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against

3,18,430 units in 2004-05.

10. Medium and heavy commercial vehicles managed a growth of 4.5 per cent

against 23 per cent growth in the year ended March 31, 2005.

11. Light commercial vehicles sales growth was 19.4 per cent at 1,43,237 units

against 1,19,924 units in 2004-05.

12. Three-wheelers sales rose by 17 per cent at 3,60,187 units against 3,07,862 units

in 2004-05.

TATA MOTORS IN INDIA

Type Public (NYSE: TTM)

Founded 1960

Headquarters India

Industry automotive

Products commercial vehicles

RevenueINR 369.88 billion or $9.07 billion

(F.Y. 2006, converted)([2])

Website http://www.tatamotors.com/

Profile: Tata Motors, the flagship company of Tata group. Established in 1945 Tata

Motors is India's largest automobile company, with revenues of Rs/- 24,000 crore (USD

5.5 billion) in 2005-06. The company began manufacturing commercial vehicles in 1954

with a 15-year collaboration agreement with Daimler Benz of Germany.

It is the leader by far in commercial vehicles in each segment, and the second-largest in

the passenger vehicles market with winning products in the compact, midsize and utility

vehicle segments. The company is the world's fifth-largest medium and heavy

commercial vehicle manufacturer.

Tata Motors Limited, formerly known as TELCO (TATA Engineering

and Locomotive Company), is India’s largest passenger automobile and commercial

vehicle manufacturing company. It is also the world's 5th largest commercial vehicle

manufacturer. It is part of the Tata group. Tata Motors is widely credited for putting India

on the automotive map by designing and developing its own range of cars. Tata Motors

date back to 1945 when they started making Trains. Tata Motors was first listed on the

NYSE in2004. Tata Motors had created the wealth Rs 320bn during 2001-2006 and stood

among top 10 wealth creators in India.. In 2004 it also bought Daewoo's truck

manufacturing unit in South Korea. In March 2005, it acquired a 21% stake in Hispano

carrocera SA, giving it controlling rights in the company. Tata Motors and the Fiat group

have signed a new memorandum of understanding (MoU) to establish a 50:50 joint

venture to manufacture passenger vehicles, engines and transmission systems for both

domestic and export markets Tata Motors is a company of the Tata and Sons Group,

founded by Jamshetgi Tata. It is currently headed by Ratan Tata.The company has the

workforce of 22000 employees working in its three plants and other regional and zonal

offices across the country.

Tata Motors' range of passenger cars is still not comprehensive by international

standards. In commercial vehicles, Tata Motors commands an imposing 65% market

share in the domestic heavy commercial market. The company is trying to modernize its

range of commercial vehicles. Tata Motors hived off its vehicle finance business into a

separate subsidiary, TML Financial Services (TMLFS), in September 2006. The

company plans to build a car that will cost just under Rs 1,00,000 considering that 2

wheelers in India cost Rs 50,000/-.

Indigenously developed mini-truck. Tata motors manufacturing units are

located at Jamshedpur, Lucknow and Pimpri-Chinchwad (Pune). The Pune plant

manufactures the passenger cars.

AREA OF BUSINESS:

Tata Motors' product range covers passenger cars, multi-utility vehicles as well as light,

medium and heavy commercial vehicles for goods and passenger transport. Seven out of

10 medium and heavy commercial vehicles in India bear the trusted Tata mark. The

company developed India's first indigenously developed light commercial vehicle, India's

first sports utility vehicle and, in 1998, the Tata Indica — India's first indigenously

manufactured passenger car. Within two years of launch, Tata Indica became India's

largest selling car in its segment.

Research and development Tata Motors invests approximately up to 2 per cent of its annual turnover on

research and development, with an emphasis on new product / aggregates development

and technology up gradation. Its Engineering Research Centre in Pune employs over

1,400 scientists and engineers and has India's only certified crash-test facility and hemi-

anechoic chamber for testing of noise and vibration.

The company also draws on the resources of leading international design

and styling houses like the Institute of Development in Automotive Engineering, SPA,

Italy, and Stile Bertoni, Italy. The company has also been implementing several

environmentally sensitive technologies in manufacturing processes and uses some of the

world's most advanced equipment for emission checking and control.

Environmental responsibility

Tata Motors has led the Indian automobile industry's anti-pollution efforts through a

series of initiatives in effluent and emission control. The company introduced emission

control engines in its vehicles in India before the norm was made statutory. All its

products meet required emission standards in the relevant geographies. Modern effluent

treatment facilities, soil and water conservation programmes and tree plantation drives at

its plant locations contribute to the protection of the environment and the creation of

green belts.

Global Competition

Tata Motors have some distinct advantages in comparison to other MNC

competitors. There is definite cost advantage as labor cost is 8-9 per cent of sales as

against 30-35 per cent of sales in developed economies. Tata motors have extensive

backward and forward linkages and it is strongly interwoven with machine tools and

metals sectors. India is an excellent source for IT based engineering solution for products

& process Integration. There are strong supporting industries

Exports Tata Motors' vehicles are exported primarily to Europe, Africa, the Middle

East, South and South East Asia and Australia. The company also has assembly

operations in Malaysia, Bangladesh, Ukraine, Kenya and Russia. Over the years, the

company has received more than 50 awards from the government of India's Engineering

Export Promotion Council, for its export initiatives. While currently about 14 per cent (as

on March 31, 2005) of its revenues are from its international business, the company

intends to increase its international business through organic and inorganic growth routes.

Milestones

It has been a long and accelerated journey for Tata Motors, India's leading

automobile manufacturer. Some significant milestones in the company's journey towards

excellence and leadership.

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 vehicles 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.

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 vehicles produced.

First City Rover 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 Commercial Vehicle

Company

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 Marco polo, 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 Tata Motors launches the long wheel base Indigo XL, India's first stretch

limousine

Awards

Tata Motors has been chosen as India's Most Trusted Brand in cars in a

Readers Digest-AC Nielsen consumer survey in 2006.

Tata Motors' mini-truck, Ace, which has created an all-new category in the

commercial vehicles market, received the BBC-Top Gear' Design of the Year

2006. The company's Star bus low-floor city bus and the Novus heavy truck were

adjudged second and third respectively.

For the second consecutive year, Auto Monitor as the ‘Commercial Vehicle

Manufacturer of the Year’ rated Tata Motors for 2006.

The Commercial Vehicle Business Unit won the CII-Exim Bank Award for 2005

for Business Excellence, for being a role model of excellence in management. The

award particularly recognizes excellence in the management of quality as a

fundamental process. The two divisions of the company also won the Tata

Group's JRD QV Awards for Business Excellence in 2005. The Jamshedpur plant

and the car plant at Pune received the Union Ministry of Power's National Energy

Conservation Award, which recognize significant initiatives to reduce energy

intensity and improve energy efficiency.

The Jamshedpur plant won the award for the fourth year in a row. The

Commercial Vehicle Business Unit and the Passenger Car Business Unit also

received the CII's National Award for excellence in energy management. The

Foundry Division at the Pune plant received the Gargi Huttenes Albertus Green

Foundry of the Year Award.

Manufacturing

Tata Motors owes its leading position in the Indian automobile industry to its

strong focus on indigenization. This focus has driven the Company to set up world-class

manufacturing units with state-of-the-art technology. Every stage of product evolution-

design, development, manufacturing, assembly and quality control, is carried out

meticulously. Our manufacturing plants are situated at Jamshedpur in the East, Pune in

the West and Lucknow in the North.

Jamshedpur: This was the first unit of the Company established in 1945 and is spread over an

area of 822 acres. It consists of 3 divisions - Truck, Engine (including the Gear Box

division) and Axle. The divestments in March 2000.

Pune: The Pune unit is spread over 2 geographical regions- Pimpri (800 acres) and

Chinch wad (126 acres). It was established in 1966 and has a Production Engineering

Division, which has one of the best motors.

Lucknow: Established in 1991 and covering an area of 600 acres, the Lucknow Plant was

established to assemble Medium Commercial Vehicles (MCVs) to meet the demand in

the Northern Indian market. In 1995, the unit started manufacturing bus.

Products   Passenger Cars, Indica, Indigo

  Utility Vehicles- Safari, Sumo

  Trucks- NOVUS and others

  Bus- Starbus, Globus and others

   Defence Vehicles

Research Tata Cars in India

The India Cars. They understand market and Indian roads better here. Have been

successful in creating right brand equity and share. Offering very practical and economic

cars are their prime motive and they are doing well with it. However Tata cars cannot be

considered as perfect by any means. They have expertise in diesel technology and lack in

petrol. Highly successful Indica's latest petrol version Xeta is Tata's biggest hope.

Products

Passenger cars and utility vehicles

Tata Sierra

Tata nano

Tata Sumo

Tata Safari

Tata Indica

Tata Indigo

Tata Indigo Marina

XECUTIVE SUMMARY

This project mainly concentrates on the“Organization Study & Study of Customer perception and

loyalty towards TKIARI AUTOMOBILES (authorised service

station low floor buses of Tata Motors)”DELHI

A consumer may have set of interests, benefits, attitudes and life style before

purchasing a product. But there might be a major change in his taste of preference after

the purchase has been made. In such a position it is difficult for the marketer to know the

behaviour of the consumer. With this view in mind the research study will be conducted

to find out the consumer preference towards store and loyalty.

To carry on the study the research has been conducted as per the marketing

research process. As the study requires the customer (potential) opinion it will also help

to know the awareness level of store and loyalty in Delhi district and also the opinion

regarding the vehicle as well as the overall performance of tikari automobiles(authorised

service station of Tata motors). The study will also help us to identify the factors that

influence to buy the store and loyalty which will helpful to company for better

improvement of the vehicles & stores. For this study I had collected the primary data

through questionnaire and the company catalogues, brochures are collected for secondary

information. To collect primary data survey is conducted on individuals (potential

customers) this study is limited to the Delhi only. The sample size that I had taken is 50.

This study will also help company to know the customer like as well as there need, want

Satisfaction towards Tikari Services of Tata & other service stations of tata in delhi.

INTRODUCTION

END A PROFILE AND

INTRODUCTIONOF TATA MOTORS

TIKARI AUTOMOBILECompany profile of Tikari Motors

Tikari Motors has made deep inroads in the cars market at north region of

Karnataka with top breeds cars from the house of Tata Motors. As a professionally

managed car dealer. Tikari Motors is committed to excellence in serving all our esteemed

customers.

Tikari Motors has earned a new name & fame since it has become an authorized

dealer ship for Tata Motors in car passenger world. Its has been on the growth trail with

no looking back. As an authorized dealer of Tata Motors cars, we bring to you first rate

cars & leave no stone unturned to provide great service. A modern show room of Tikari

Motors welcomes you. Well maintained fleets of test drive cars are there to give you feel

experience & drive dynamics on actual driving condition. The showroom even supports

you with the service centre, to assure you of quality service. The Sales Team at Tikari

Motors is made up of dedicated show room & field professional with associated with

various sections to guide our valuable customers through the entire sales process right

from assisting in the choice of model, colour & features to extend a helping hand for our

customers.

We Tikari motors are proud to say that we have been made an elite dealer by Tata

Motors for recognition for outstanding achievements & dedicated dealership

enhancement.

Tikari Motors of Bijapur has been the winner for best seller award from Tata

Motors& in our services too.

Show Room of Tikari Motors

Make your dreams & aspirations come true. This elegant exclusive modern show room

of Tikari Motors an authorized dealership of Tata Motors is designed to meet the rising

expectation of the customers. Here a fleet of well maintained Tata Cars awaits your

perusal. We are connectively located at “NH-13 BYE- PASS, INDI ROAD CROSS, at

BIJAPUR’. We are providing better access to both the proud owner as well as

prospective buyers. We have market & service of Tata Motors vehicles like Tata Indica,

Indica, Vista, Indigo, Sumo, Safari, and Sumogrande through our sales & services out

lets.

The showroom through its large workshop would offer sales service, Spare parts &

accessories support to its customers. Our service centre is out fitted with the latest

modern equipments & updates with Tata challenging world standards. Our technical team

is qualified & trained to analyze & provide accurate solution as service point of view.

Objectives of Tikari Motors: To give quality service to customers.

To know the expectations of the customers & to fulfil the

Expectations.

To Maintenance of good relations with customers.

To Quality service & reasonable charge.

To maintain the healthy environment in the organization.

To give full support to the employees & the customers.

To provide training & development to the employees to satisfy the

Customers to the maximum extent.

To Job satisfaction for employees.

To Main objective is to satisfy the customers to the maximum extent

ORGANIZATION PROFILE

Company Name : TIKARI AUTOMOBILE

Established on : In the year 1991

Address : TIKARI AUTOMOBILE

Indi cross, Bijapur 586104

Plant Area : 2.5 Acre

Capital : 1.5 Crore

Owner/Partner : Partner

Managing Director : Raju.Tikari

Total No of Employees : 160

TIKARI AUTOMOBILE LOGO IS

TIKARI AUTOMOBILES (Tata Motors Authorized Service Station)

Tikari Automobiles an authorized service station started in Feb 2004, having with (12)

members as staff. At present the company has almost tripled the strength i.e. (39) in

numbers. In the first financial year we placed 1st rank in spare part section & 2nd rank in

service section for the financial year 2004 -2005. Due to our excellent service many

customers from Light commercial vehicles like (ACE, 207,407,709,909,1109) & Heavy

commercial Vehicles like (1510,1613,2515,2518,3516,4018,4923) all the customers are

satisfied.

Due to this reason Tikari Automobiles service network got popularized from north India

to south India & got a brand name through out India. Tikari Automobiles has been place

d in top ranking continuously since 2004 to current financial year, our staffs are

completely skilled in handling light & heavy commercial vehicle in terms of repair,

service, Accidental ( Body shop), AMC. Our Brand customers (Fleet owners) are Piramal

& company, Essel Transport Company, Manisha Parivahan Pvt Ltd, Kataria Movers pvt,

Ltd., Bharadwaj Road Lines, Ideal Movers., and Global Frieght Carriers. Our final aim

ends with customer satisfaction & to continue the service relation with latest technology

along with human relation.

WORKING HOURS Morning 9.30a.m. to 2.00 pm Noon

Noon 2.00p.m. to 2.30 p.m. Break for lunch

Noon 2.30p.m to 5.30p.m. Evening.

ACTIVITIES: Sale of Light Vehicles of TATA Motors

Repairs/services of all ranges of TATA vehicles

Sales of spare parts of TATA vehicles (Light &Heavy vehicles)

VARIOUS FACILITIES AVAILABLE AT TIKARI AUTOMOBILES LTD.

Good infrastructure, well qualified & trained man power, state of art diagnostic

equipments & innovative ideas are the key elements in making Tikari Automobiles

successful operation (ASO).

FACILITIES AVAILABLE

Sl.No. Facilities & System Availability1. Good infrastructure 2. Trained man power 3. Computerized engine

facility

4. Computerized wheel aligner

5. Computerized wheel balancer

6. Pneumatic lines & tools

7. Stand by vehicles for customers

8. Service promotion activity

9. Feedback card analysis

10. Customer complaint handling

11. Customer care management

12. Quick repair facility

MISSION AND VISION

The mission and vision of the organization was ultimately the customer

to satisfy the customer and have a potential customer bases this is what the have earned in

these year. A potential and prospective customer bases that are satisfied with kinds of

products they are Dealing with and the kind of service they are giving to the customer.

The company has two divisions :

Light Motor Vehicle section

Heavy Motor Vehicle Section

Light motor Vehicle section is also called “Auto care Centre” and “Heavy

Vehicle Section” is called motor section.

This company started with Auto care centre in 1991.

K.S.T. No. 5251781-0

C.S.T. No. 5256781-3

In the year 1998 company started heavy vehicle section with

K.S.T No. 5713459-5

C.S.T.No. 5718459-8

In the year 2008 recently Feb, Tikari Motors started to sell the products of TATA

Motors Light Vehicles in Bijapur.

Roles and Responsibilities:

Managing Director : RAJU BIJJARAGI

As Managing director he will be the responsible for the over all

functioning and administration of the company.

The Managing director also decides the major changes and adoption of

new technology He will provide all types of support to the management

representative in implementing and maintaining quality system in the

company.

He will chair the steering committee [management review] meeting and

assess the effectiveness of the quality system.

He will be the authority for approving the quality manual, quality policy

and quality objection of the company.

Assistant General Manager:

Mr. Kumar G Kalmath He is the head of marketing and sales department

He will guide the staff to maintain all concerned records

He will be the responsible for sales promotion planning.

He will be the responsible for realizing sales targeting set by the

company.

He will be having the authority to the control all staff of sales wing.

He will be the responsible for the maintains of quality system in the sales

deportment

He will be chief authority for sales related issues.

CRM (Customer relationship manager ) Mr. Ramesh

Responsible for taking the customers care when came for vehicle

servicing

He will be the single point responsibility to resolve all customer

complaints and issues within dealership.

He will be responsible to provide clean and attractive ambience to

customers.

Responsible to minimize customer complaints

Responsible for take care of front office of workshop.

He Identify and bridge in customers’ perception.

He will be responsible to monitor customer satisfaction.

Work Manager: Mr.Muniraj

Workshop auditing

He will responsible to Improve quality repairs

Maintain repeat complaint analyses reports

He will be the responsible to reduce customers’ complaints and improve

productive Hours.

He is the head of workshop having authority to control the workshop.

He will be the responsible for the maintains of quality system in his

deportment.

He acts as the grievance handler in the workshop of organization.

Spares Manager:

Mr: Anand

He his the head of spares deportment

He will be having the authority to control his colleague

He will liaison with managing director and works manager for placing

indents of spares of Tata Motors

He will be responsible if any mishandling of spares takes place.

He will guide his colleague to maintain all required records.

He is the authorized to prepares bill and spare discrepancy report

Company has following facilities:

1. Good & pure water facility

2. Large space for parking for both light & heavy vehicles

3. Good infrastructure

4. Rest room for customers as well as employees

5. Separate cash counter section.

6. Spare part division for each section

7. Uniforms for all the employees

8. Entertainment facilities for the customers

9. Refreshments (Tea) for the customers.

10. Customer lounge & toilet facilities for the customers & employees

Auto Care Centre

Auto care centre means Light motor vehicle (Cars) is being selling

serviced & repaired (minor & major). This section was started in 1991 and brand

new showroom was established in 2008.

K.S.TNo.5251781-0

C.S.T.No. 5256781-3

The products are

SAFARI

SUMO

SIERRA

ESTATE

SPACIO

INDICA

INDIGO

This section has more than 53 employees. At a stretch nearly 8-10 vehicles are being

serviced/repaired every day.

MANPOWER:

WORKERS IN CAR SECTION

Workers -50

Managerial Staff - 8

Manager-2

Accountant-4

Supervisors-3

CRO-1

HEAVY VEHICLE SECTIONTikari Motors started heavy vehicles section in the year 1998.

Following vehicles are services in this section

TATA 407

TATA 608

TATA BUS

TATA 6 Wheeler Track

TATA 10 Wheeler Track

This section has more than 32 employees. At a stretch nearly 5-10 vehicles are

being serviced / repaired every day.

WORKERS IN AUTOMOBILE SECTION

Workers -30

Managerial Staff - 4

Manager-2

Accountant-2

Supervisors-3

CRO-1

Divisions:This motor section is divided 4 further divisions. They are listed below

1) General work

2) Body work

3) Electrical work

4) Engine work

Front office workers totally 30 employees are engaged.

Benefits to Employees:

1) Uniform: Company provides uniform to all the employees after they are been

selected.

2) Salary: The Company pays salary to the employees according their

qualifications, experience, and their ability.

3) Bonus: At the end of every year bonus is paid to every employee.

4) Incentives: According to the employee’s performance incentives are been paid.

5) Compensation : if any accident happens and if serious damages are caused

accidentally `to the employee at the work place compensation is been paid.

6) First aid kit : Company has arranged first aid kit in every division of the motor

section for the safety of the employees.

7) Water facility: Company provides pure & healthy drinking for the employees.

8) Refreshment facility: Company provides 2 times tea i.e. morning & evening to

all the employees. A Television set is been kept in the division where the

employees can entertain themselves during the lunch hours.

9) Training Facilities : Company provides training facilities to their employees.

10) Experience : it is a best opportunity to employees for a improving the work

style and growing relation with customer in the specific field on the job purpose.

Rules & Regulations for the employees:

1. The employee should be in the company premises before 9 am and should work

up to 5 pm.

2. Employee should wear the uniforms everyday as it is mandatory.

3. Every employee should follow the safety rules.

4. Company has provided holiday at every Sunday and other local festivals.

5. If any employee damages any of the tools & equipments of the company or

customers then the damages will be deducted from his salary.

6. Every 15 days all administrative staff should attend the General Meeting.

7. All the details of any TATA vehicles serviced or sold should be updated to the

Head-office at Mumbai.

8. All the employees should undergo training and development program.

Benefits to Customer:

Quality & error free service.

Genuine spare parts.

Highly sophisticated workers for quality work.

Reasonable rates.

Rest room for customers.

Good & pure drinking water.

Two times tea for the customers who to stay for days together to get their

vehicles serviced/ repaired.

Mobile service is been provided for any serious breakdowns at any place. ATM

(All Time Mobile Service).

Value added benefits:

A camp for free service twice a year.

Discount on spares & lubricants during the camp.

Free labour charge.

Gifts to the vehicle drivers.

Health check up (AIDS awareness & check up) for vehicle drivers.

Mess for drivers/ customers is been constructed.

Bathroom & toilet facilities for customers.

SMP (Service Marketing Person) stays always in touch with customers either

personally or through telephonic conversations.

7P’s

Product: All type of TATA products service provided in Tikari Motors (Light

& Heavy Vehicles).

The services are: General Work Body Work

Electrical WorkEngine Work

Price: Tikari Motors Charges medium price which should be affordable to all

level of customers and customer save their money instead of going to other

districts like Hubli, Gulbarga & Hospet.

Place: Service Place is convenient which is on Highway NH -13 and this place

is nearer to other Districts.

Promotions: To increase the service Tikari Motors providing Free Washing Mela, Free

Check up etc. It also helps to increase the sales in spares department.

Physical Evidence:

1. It is very important, so Tikari Motors always maintain clean & safe

around the Tikari Motors.

2. Customer they can view, where the mechanics of Tikari Motors working

area.

3. Tikari Motors providing visitors room/lounge to their customers.

SOLAPUR HOSPET

HUBLI GULBARGA

BIJAPUR

4. Tikari Motors always offer welcome Tea/Soft drink to their customers.

5. Customers can see the new technology, when they enter into the service

station.

Performance appraisal (Measurement): The performance of the various personnel is found out through

various DQCTC audit and reports. These are included management basis.

Basis on the D-2 audit G.M (General Manager), W.M (Work

manager), C.R.M (Customer relation manager) has to do some basic preparation to

conducting review.

1. collect all the back-up sheets( audit forms)

2. Do the qualitative analysis of the report a note down the areas where performance

has gone down for each person.

3. Analyze yourself the reasons for poor performance.

Work manager:

DQCTC

D- Diagnostic

Q- Quality

C- Cost

T- Time

C- Customer and complaint handling

Work manager role are

1) To give hassle free service experience to the customer by

-Minimizing the repeat complaint and revisits within service and intervals

-Ensuring that work is called out as per time schedule so that there is no

deviation in promise time.

2) Improve the revenues the work shop through

-improving productivity

-Minimizing repeat complaints by ensuring the repair and maintenance is

Carried out as per the standard process defined by the TATA motors.

3) To manage the training needs of the technicians.

Customer expectation as per JDP (James David Power) Parameters.

Service quality Ability to diagnose problems properly

Quality of work performance on the vehicles

Toughness in fulfilling requests

Availability of pets for service

Problems experienced Trouble free operation

Freedom from squeals and rattles

Ease of maintain and repair overall quality relialibility and duties

User friendly service Consideration for the customers free

Standing behind their service

Convents days and hours of operation

Cleanliness and appearance of service facility.

Customer perception is an important component of our relationship with our customers. Given that 90% plus of our orders at some point involve the phone, how we handle the telephone is essential to creating a perception for our customer that aligns with the company mission of service. The following is a great way of handling the phone. 1. The greeting is: Good Morning/Afternoon this is Joshua with (your company name). How may I help you? 2. Always ask and receive a response from people before you put them on hold: Would you please hold...? Then be sure they are not on hold very long otherwise offer to call them back. 3. Remember to smile on the phone. Slow down and speak plainly and clearly. Smiling stretches your vocal cords, and gives a more upbeat presentation to the customer. Slowing down ensures that the customers perception is of an organized systematic company that can handle their project. Getting it done right and on time consistently. 4. If you transfer a call and know who is calling, tell the name of the caller to your co-worker so they can greet the person by their name. 5. Under no circumstances should any interaction with a client be used to express any sense of overwhelm that you may have. We are swamped, we are so busy, etc. may be acceptable office banter in most companies but it really should not be! If I am a customer and I am looking to get a rush project done, this type of comment tells me that I might want to consider looking elsewhere. Customers do not care how busy we are when they call and ask: How busy are you? What they really care about is can we take care of another project they have for us. We know from talking to clients that often they feel that they are bothering us or have a concern that they might be overloading us. It is curious to know that sometimes these are our best clients that have this concern. Therefore, anything that might reinforce this is something we want to avoid (you do not need to send your work to other vendors even though you have given us a lot of work already, we can handle it). One possible response to: Are you busy? - is to say: We are busy, but never too busy to help you - what can I do for you? or words to that

effect. They are the customers. They do not want to hear about our situation they want to talk about what we can do for them. 6. If we have to contact a customer with bad news of any kind realize that your tone of voice and approach to it set the tone. We do not want to be nonchalant as if it is not big deal. Nor do we want to act like a terrible calamity occurred. Here are keys to contacting customers with bad news: * Prepare rehearse and organize what you are going to communicate to them and how you are going to communicate it to them. * Be sure there is no hint of blame or avoiding responsibility. Customers do not care about the folder being broken, the copier jamming or any other things. That is our problem. It is not their problem and they actually do not want to hear about it. Certainly, later in the conversation if they ask what the source of the delay or problem is, you can share that with them, but it should not be something that you want to volunteer early in the conversation. * Be absolutely certain that you have options to give the customer in these situations. This allows them to be more in control rather than a victim. What are options? What are solutions? Do not call them with the problem unless you are also providing solutions to them. * Learn what you could have done to prevent this problem from occurring and do so next time. Again, the customer is calling us to take on their problems and to solve their problems. They really do not want (nor do they care) to know about our problems. 7. Remember to always thank the customer. Thank them for calling. Thank them for their business. Thank them for cooperation and understanding. Thank them for a well prepared electronic file. Thank them for a referral. Thank them for the professional manner in which they and their company interact with us.  

Instrument: Questionnaire

DATA ANALYSIS AND INTERPRETATION

Frequencies

Do you have own TATA motor car?

Frequency Percent Valid Percent Cumulative Percent

Valid yes 96.1 98.0 98.0

no 2 2.0 2.0 100.0

Total 100 98.0 100.0

Missing System 2 2.0

Total 102 100.0

Data analysisFrom the above graph it has been observed that out of 50 respondents,

98% are owner of Tata motor car 2% are not.

Interpretation Most of respondents have own Tata car.

Frequencies

Which motor car you have?

Frequency Percent Valid Percent Cumulative Percent

Valid Tata indica 50 49.0 50.0 50.0Tata indigo 10 9.8 10.0 60.0Tata sumo 20 19.6 20.0 80.0Tata safari 20 19.6 20.0 100.0

Total 100 98.0 100.0 Missing System 2 2.0

Total 102 100.0

Data analysisFrom the above graph it has been observed that out of 50 respondents.

There are 50% respondents have TATA indica car, 10% respondents have TATA indigo, 20% respondents have TATA sumo, 20%respondents have TATA safari.

Interpretation Most of respondents have TATA INDICA car.

Frequencies

Since how long you are using this car (year)?

Frequency Percent Valid Percent Cumulative Percent

Valid 0-2 30 29.4 30.0 30.02-4 30 29.4 30.0 60.04-6 20 19.6 20.0 80.0

more than 6 20 19.6 20.0 100.0

Total 100 98.0 100.0

Missing System 2 2.0 Total 102 100.0

Data analysisFrom the above graph it has been observed that out of 50 respondents.

30% of the respondents are using 0-2 year. 30% of the respondents are using 2-4 year, 20% of the respondents using 4-6 year. 20%of the respondents are using more than 6 years. 2% missing.

InterpretationMost of respondents are using in between 0-2 year to 2-4 years.

Frequencies

Where did you purchase tata motor car?

Frequency Percent Valid Percent

Cumulative Percent

Valid TIKARI AUTOMOBI

LE70 68.6 70.0 70.0

Manikbag motors 10 9.8 10.0 80.0

Bhagyodaya motors 10 9.8 10.0 90.0

Sterling motors 10 9.8 10.0 100.0Total 100 98.0 100.0

Missing System 2 2.0 Total 102 100.0

Data analysisFrom the above graph it has been observed that out of 50 respondents.

70% of the respondents purchased car in TIKARI AUTOMOBILE. 10%of the respondents purchased in Manikbag, 10%of the respondents purchased in Bhagyodaya, 10%of the respondents purchased in Sterling.

InterpretationMost of respondents have purchased (70%) car in TIKARI AUTOMOBILE Bijapur.

Frequencies

Why did you purchase in that show room?

Frequency Percent Valid Percent

Cumulative Percent

Valid on time delivery

10 9.8 10.0 10.0

service 35 34.3 35.0 45.0nearest 40 39.2 40.0 85.0

availability 15 14.7 15.0 100.0Total 100 98.0 100.0

Missing System 2 2.0 Total 102 100.0

Data analysisFrom the above graph it has been observed that out of 50 respondents.

10%of the respondents purchased car in that showroom because of on time delivery,

35%of the respondents purchased car because of service, 40% of the respondents purchased car because of nearest showroom, 15% of the respondents purchased car because of availability.

InterpretationMost of respondents are to purchase a car in TIKARI AUTOMOBILE because of nearest place for purchase.

Frequencies

How do you rate the dealership facility in TIKARI AUTOMOBILE?Frequency Percent Valid Percent Cumulative

Percent Valid Highly

satisfied33 32.4 33.0 33.0

satisfied 48 47.1 48.0 81.0dissatisfied 9 8.8 9.0 90.0

Highlysatisfied

5 4.9 5.0 95.0

average 5 4.9 5.0 100.0Total 100 98.0 100.0

Missing System 2 2.0 Total 102 100.0

Data analysisFrom the above graph it has been observed that out of 50 respondents.

34% of respondents are highly satisfied with dealership facility in TIKARI AUTOMOBILE,

47% of the respondents satisfied with dealership facility in TIKARI AUTOMOBILE ,

9% of the respondents dissatisfied with the dealership facility in TIKARI AUTOMOBILE,

5% of respondents are highly dissatisfied with dealership facility in TIKARI AUTOMOBILE,

5% of the respondents on an average.

InterpretationMost of respondents are (47%) satisfied with the dealership facility in TIKARI AUTOMOBILE Bijapur.FrequenciesHow do you rate the fairness of your deal in TIKARI AUTOMOBILE?

Frequency Percent Valid percent

Cumulative Percent

Valid highly satisfied

46 45.1 46.0 46.0

satisfied 29 28.4 29.0 75.0dissatisfied 16 15.7 16.0 91.0

highly dissatisfied

5 4.9 5.0 96.0

average 4 3.9 4.0 100.0Total 100 98.0 100.0

Missing System 2 2.0

Total 102 100.0

Data analysisFrom the above graph it has been observed that out of 50 respondents.

46% of the respondents are highly satisfied with Fairness of deal in TIKARI AUTOMOBILE,

29% of the respondents satisfied with the fairness of deal in TIKARI AUTOMOBILE,

16% of the respondents dissatisfied with the fairness of deal in TIKARI AUTOMOBILE.

5% of the respondents highly dissatisfied, 4% of respondents on an average.

InterpretationMost of respondents are highly satisfied (46%) with the fairness of deal in TIKARI AUTOMOBILE Bijapur.FrequenciesHow do you rate your experience of the sales person of TIKARI AUTOMOBILE?

Frequency Percent Valid Percent Cumulative Percent Valid highly satisfied 67 65.7 67.0 67.0

satisfied 24 23.5 24.0 91.0 dissatisfied 4 3.9 4.0 95.0 highly dissatisfied 3 2.9 3.0 98.0 average 2 2.0 2.0 100.0

C Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0

Data analysisFrom the above graph it has been observed that out of 50 respondents.

67% of the respondents are highly satisfied with experience of the sales person in TIKARI AUTOMOBILE.

24% of the respondents satisfied, 4%of the respondents dissatisfied, 3% of the respondents highly dissatisfied, 2%of the respondents on an average.

InterpretationMost of respondents are highly satisfied (67%) with experience of the sales person in Bijaragi motors Bijjaragi.

Frequencies

How do you rate the financial process in Bijaragi motors?

Frequency Percent Valid PercentCumulative

Percent Valid Highly

satisfied 38 37.3 38.038.0

Satisfied 47 46.1 47.0 85.0Dissatisfied 9 8.8 9.0 94.0

highly dissatisfied 3 2.9 3.0 97.0

average 3 2.9 3.0 100.0Total 100 98.0 100.0

Missing System 2 2.0

Total 102 100.0

Data analysisFrom the above graph it has been observed that out of 50 respondents.

38% respondents highly satisfied with the financial process in TIKARI AUTOMOBILE,

47% of the respondents satisfied, 9%of the respondents dissatisfied, 3% of the respondents highly dissatisfied, 3% of the respondents on an average.

InterpretationMost respondents satisfied (47%) with the financial process in TIKARI AUTOMOBILE.

Frequencies

How do you rate the purchase process in TIKARI AUTOMOBILE?

Frequency Percent Valid Percent

Cumulative Percent

Valid highly satisfied 44 43.1 44.0 44.0satisfied 45 44.1 45.0 89.0

dissatisfied 7 6.9 7.0 96.0highly

dissatisfied 2 2.0 2.0 98.0average 2 2.0 2.0 100.0

Total 100 98.0 100.0 Missing System 2 2.0

Total 102 100.0

Data analysisFrom the above graph it has been observed that out of 50 respondents.

44% respondents highly satisfied with the purchase process in TIKARI AUTOMOBILE,

45% of the respondents satisfied, 6%of the respondents dissatisfied, 2%of the respondents highly dissatisfied, 3% of the respondents on an average.

InterpretationMost of respondents are satisfied (45%) with the purchasing process TIKARI AUTOMOBILE.

Frequencies

How do you rate the delivery timing in TIKARI AUTOMOBILE?

Frequency Percent Valid PercentCumulative

Percent Valid highly

satisfied 30 29.4 30.0 30.0satisfied 60 58.8 60.0 90.0

dissatisfied 10 9.8 10.0 100.0Total 100 98.0 100.0

Missing System 2 2.0

Total 102 100.0

Data analysisFrom the above graph it has been observed that out of 50 respondents.

30% of respondents highly satisfied with the delivery timing in TIKARI AUTOMOBILE.

60% of the respondents satisfied with the delivery timing in TIKARI AUTOMOBILE,

10% of the respondents dissatisfied with the delivery timing in TIKARI AUTOMOBILE,

Interpretation Most of the respondents (60%) satisfied with the delivery timing in TIKARI AUTOMOBILE Bijapur.

Frequencies

Are you satisfied with overall performance of TIKARI AUTOMOBILE?

Frequency Percent Valid Percent

Cumulative Percent

Valid highly satisfied 80 78.4 80.0 80.0

Satisfied 20 19.6 20.0 100.0

Total 100 98.0 100.0 Missing System 2 2.0

Total 102 100.0

Data analysisFrom the above graph it has been observed that out of 50 respondents.

80% of the respondents highly satisfied with the over all performance of TIKARI AUTOMOBILE,

20% of the respondents satisfied with the overall performance of TIKARI AUTOMOBILE.

InterpretationMost of respondents are highly satisfied (80%) with the overall performance of TIKARI AUTOMOBILE Bijapur.

Frequencies

Do you recommend your friend & relative to purchase motor car in TIKARI AUTOMOBILE?

Frequency Percent Valid Percent Cumulative Percent

Valid Yes 85 83.3 85.0 85.0No 15 14.7 15.0 100.0

Total 100 98.0 100.0 Missing System 2 2.0

Total 102 100.0

Data analysisFrom the above graph it has been observed that out of 50 respondents.

85 % of the respondents recommend their friend/relative to purchase motor car in TIKARI AUTOMOBILE.

15% of the respondents do not recommend their friend and relative to purchase motor car in TIKARI AUTOMOBILE.

InterpretationMost respondents (85%) recommend friend/ relative to purchase a motor car in TIKARI AUTOMOBILE Bijapur.

FINDINGS

From graph 1st it can be analyzed that 98% of the respondents have own TATA

motor car, 2% of are not.

From the graph 2nd it can be analyzed that 50% of the respondents using tata

indica car, 10% of the respondents using tata indigo car, 20% of the respondents

are using tata sumo, 20% of the respondents are using tata safari.

From graph 3rd it can be analyzed that 30% of the respondents are using 0-2 years,

30% of the respondents using 2-4 years, 20% of the respondents using 4-6 year,

20% of the respondents using more than 6 years.

From graph 4th it can be analyzed that 70% of the respondents are purchased car

in TIKARI AUTOMOBILE, 10% of the respondents are purchased car in

manikbag, 10% of the respondents are purchased car I bhagyodaya motors, 10%

of the respondents purchased car in sterling motors.

From graph 5th it can be analyzed that 10% of the respondents are purchased,

because of on time delivery, 35% of the respondents are purchased, because of

service, 40% of the respondents are purchased, because of nearest, 15% of the

respondents are purchased, because of availability.

From graph 6th it can be analyzed that 33% of the respondents are highly satisfied,

48% of the respondents are satisfied, 9% of the respondents are dissatisfied, 5%

of the respondents are highly dissatisfied, 5% of the respondents are on an

average.

From graph 7th it can be analyzed that 46% of the respondents are highly satisfied,

29% of the respondents are satisfied, 16 % of the respondents are dissatisfied,

5% of the respondents are highly dissatisfied, 4% of the respondents are on an

average.

From graph 8th it can be analyzed that 67% of the respondents are highly satisfied,

24% of the respondents are satisfied, 4% of the respondents are dissatisfied, 3%

of the respondents are highly dissatisfied, 2% of the respondents are on an

average.

From graph 9th it can be analyzed that 38% of the respondents are highly satisfied,

47% of the respondents are satisfied, 9% of the respondents are dissatisfied, 3%

of the respondents are highly dissatisfied, 3% of the respondents are on an

average.

From graph 10th it can analyze that 44% of the respondents are highly satisfied,

45% of the respondents are satisfied, 7% of the respondents are dissatisfied, 2%

of the respondents are highly dissatisfied, 2% of the respondents are on an

average.

From the graph 11th it can be analyzed that 30 %of the respondents are highly

satisfied, 60% of the respondents are satisfied, and 10% of the respondents are

dissatisfied.

From the 12th graph it can be analyzed that 80% of the respondents are highly

satisfied, 20 % of the respondents are satisfied.

. From the 13th graph it can be analyzed that 85 % of the respondents

recommended their friends relatives to purchase a car in TIKARI

AUTOMOBILE, 15% of the respondents do not recommend their friend relative

to purchase car in TIKARI AUTOMOBILE.

SUGGESTIONS

According the research I suggest Tikari motors that they need to

deliver the vehicles at promised time as well as in time for the first time purchase or by

the time of taking service after purchase by which it can attract more customer by referral

of satisfied customer of Tikari motors

And I also suggest the Tikari motors to increase basic facilities in the showroom.

CONCLUSION

To conclude, most of the respondents are very much satisfied with the service

provided by the TIKARI AUTOMOBILE. Looking into the long term perspective it is

very best sign for the company.

By measuring respondent’s satisfaction level it will bring out positive benefit to

TIKARI AUTOMOBILE, sale person and customers. Respondent’s satisfaction boosts

more sales and faithful customer to the TIKARI AUTOMOBILE; it will also help to the

TIKARI AUTOMOBILE to introduce more and more promotional activities, good

margin and better service.

And also customer perception towards to TIKARI AUTOMOBILE is very much

helpful in the selling of products more with the help of store loyalty, as many of the

customers are loyal with the Tikari motors

QUESTONNARIES

Dear sir/madam,

Name: _________________________________________

Occupation: ____________________________________

Mobile: ________________________________________

Address: _______________________________________

______________________________________

______________________________________

1) Do you have own TATA Motors car? a) Yes b) No

2) Which motor car you have? a) Tata Indica b) Tata Indigo

c) Tata Sumo d) Tata Safari

3) Since how long you are using this car(year) a) 0-2 b) 2-4

c) 4-6 d) more than 6

4) Where did you purchase tata motor car? a) TIKARI AUTOMOBILE b) Manikbag Motors c) Bhagyodaya motors d) sterling motors

5) Why did you purchase in that show room?

a) On time delivery b) Service

c) Nearest d) Availability

6) How do you rate the dealership facility in TIKARI AUTOMOBILE?

a) Highly satisfied b) Satisfied

c) Dissatisfied d) Highly dissatisfied

e) Average

7) How do you rate the fairness of your deal in TIKARI AUTOMOBILE?

a) Highly satisfied b) Satisfied

c) Dissatisfied d) Highly dissatisfied

e) Average

8) How do you rate your experience of the sales person of Bijjaragi motors?

a) Highly satisfied b) Satisfied

c) Dissatisfied d) Highly dissatisfied

e) Average

9) How do you rate the financial process in TIKARI AUTOMOBILE?

a) Highly satisfied b) Satisfied

c) Dissatisfied d) Highly dissatisfied

e) Average

10) How do you rate the purchase process in TIKARI AUTOMOBILE?

a) Highly satisfied b) Satisfied

c) Dissatisfied d) Highly dissatisfied

e) Average

11) How do you rate the delivery timing in TIKARI AUTOMOBILE?

a) Highly satisfied b) Satisfied

c) Dissatisfied d) Highly dissatisfied

e) Average

12) Are you satisfied with overall performance of TIKARI AUTOMOBILE? a) Highly satisfied b) Satisfied

c) Dissatisfied d) Highly dissatisfied

e) Average

13) Do you recommend your friend & relative to purchase motor car in TIKARI AUTOMOBILE?

a) If yes, Why___________________________________

b) If no, Why____________________________________

14) Any suggestion _____________________________________

_____________________________________

_____________________________________ _____________________________________

BIBILIOGRAPHY

Reference Book:

Marketing Research by Parasuraman

Marketing Research by Tull and Hawkins

Website:

www.google.com

www.tatamotors.com