Why are customers looking beyond TATA Motors Ltd. for commercial vehicles?

Why are customers looking beyond TATA Motors Ltd. for commercial vehicles?

Why are customers looking beyond Tata Motors for commercial vehicles?Why are customers looking beyond TATA Motors Ltd. for commercial vehicles?Determining reasons behind the decline in market share of TATA MOTORS LTD.

This project attempts to identify the major competitors of the long standing mogul of commercial vehicles in India, Tata Motors Ltd., and explores the commercial vehicle market environment in the Eastern region closely, to identify the reasons behind rapidly changing customer preferences in favour of the companys competitors. This project is based on my internship of two months at Tata Motors Ltd.; Kolkata.

SWATI GUPTA03-Apr-13

PROJECT REPORT

{Submitted for the degree of B.Com (Honours) Marketing, under St.Xaviers College, Kolkata}

Submitted by: SWATI GUPTA

Roll Number: 3-19-10-1064

Registration Number: A01-2112-1840-10

Session: 2010-13

Supervised by: Ms. Soma Nath

Month and Year of submission: April, 2013

certificate from supervisor

This is to certify that Ms. SWATI GUPTA, a student of B.Com (Honours) in Marketing under St. Xaviers College Kolkata, has worked under my supervision & guidance for her project work and prepared a Project Report with the title:

WHY ARE CUSTOMERS LOOKING BEYOND TATA MOTORS FOR COMMERCIAL VEHICLES?

This project report, which she is submitting, is her genuine and original work, to the best of my knowledge.

PLACE: Kolkata _____________________ DATE: April 3, 2013 Supervisors Signature NAME: Soma Nath DESIGNATION: Asst. Professor DEPARTMENT: Commerce STUDENTS DECLARATION

I hereby declare that the Project Report with the title:

WHY ARE CUSTOMERS LOOKING BEYOND TATA MOTORS FOR COMMERCIAL VEHICLES?

Submitted by me in partial fulfillment of the degree of B.Com (Honours) in Marketing under St. Xaviers College, Kolkata, is my original work and has not been submitted earlier to any other university or institution for the fulfillment of the requirement for any course of study.

I also declare that no chapter of this manuscript, in whole or in part, has been incorporated in this report from any earlier work done by others or by me. However, extracts of any literature which has been used for this report has been duly acknowledged, providing details of such literature in the references.

PLACE: Kolkata ____________________DATE: April 3, 2013 Students Signature NAME: Ms. Swati Gupta ADDRESS: Jessore Road REGISTRATION NO.: A01-2112-1840-10 ROLL NO.: 3-19-10-1064

ACKNOWLEDGEMENTS

I take this opportunity to express my profound gratitude and deep regards to my guide, Professor Soma Nath, for her exemplary guidance, monitoring and constant encouragement throughout the course of this thesis. The blessing, help and guidance given by her, from time to time, shall carry me a long way in the journey called life, on which I am about to embark.

I also take this opportunity to express a deep sense of gratitude to my Company Project Guide, Mr. Tarunmeet Singh, Area Manager, TATA Motors Ltd, Kolkata, for his cordial support, valuable information and guidance, which helped me complete this task through various stages.

I am obliged to the staff members of Tata Motors as well as the respondents of my survey, for the valuable information provided by them in their respective fields. I am grateful to them for their cooperation during the period of my assignment.

Lastly, and most importantly, I thank the Almighty, my parents, siblings and friends for their constant motivation without which this project would never have see the light of day.

Thank you!

Swati Gupta

cONTENTS

SERIAL NO.SUB TOPICTITLEPAGE NO.

12789101112131415162.12.22.32.4

Executive SummaryIntroduction Human PsychologyConsumer BehaviourFrom salt to steel~ TATA GroupAbout TATA MotorsNature of the problemLiterature ReviewObjective of the projectResearch MethodologyData Analysis and InterpretationSuggestions for productRecommendationsLimitationsAppendixBibliography89101113141516-17181920-2930313233-3738

CHAPTER NO.

SUB-TOPIC NO.TOPIC NAMEPAGE NO.

211

2.111.111.211.311.411.511.611.711.811.911.1011.1111.12Consumer Behaviour ModelCustomer AnalysisEducational QualificationOccupational groupAwareness about Tata MotorsUser StatusFleet SizeFactors influencing purchase decisionBrand dominanceSource of knowledge about competitorsMileage receivedBenefits from other brands vehiclesDealership ranking11202021222223242526272829

TABLES & FIGURES

executive summaryPROJECT TITLE

Why are customers looking beyond Tata for commercial vehicles?

ABOUT THE COMPANY

Tata Motors Limited (formerly TELCO) is an Indian multinational automotive manufacturing company headquartered in Mumbai,[Maharashtra] India and a subsidiary of the Tata Group. Founded in 1945 as a manufacturer of locomotives Tata Motors is listed on the Bombay Stock Exchange, where it is a constituent of the BSE SENSEX index, the National Stock Exchange of India and the New York Stock Exchange. Tata Motors is ranked 314th in the 2012 Fortune Global 500 ranking of the world's biggest corporations.

Established in 1945, the Jamshedpur unit was the Company's first unit and is spread over an area of 822 acres and consists of four major divisions - Truck Factory, Engine Factory, Cab & Cowl Factories; hence Tata has always enjoyed a favourable position in the Eastern Region due to close proximity to its manufacturing unit.

PROJECT INSIGHT

This project attempts to identify the major competitors of the long standing mogul of commercial vehicles in India, Tata Motors, and explores the commercial vehicle market environment in the Eastern region closely, to identify the reasons behind rapidly changing customer preferences in favour of the companys competitors.

MODUS OPERANDI

This project is based on my internship at Tata Motors Ltd.; Kolkata during the period of September-October, 2012.Telephonic and personal interviews were done with existing and new customers of Tatas commercial vehicles based on questionnaires. This information was then compiled to form a compact summary which is helping the management realize and redress customer grievances with regards to their product offering and win back its customers from competitors.

[Type a quote from the document or the summary of an interesting point. You can position the text box anywhere in the document. Use the Text Box Tools tab to change the formatting of the pull quote text box.]

"The soul is like an iceberg; it contains a conscious part and an unconscious part." Sigmund Freud, (1856-1939)

When God made man, he wanted him to be a reflection of Him on Earth. He wanted him to enjoy the fruits of the world He had made for him- to see, feel and learn. This was why, he gave him a special gift; something highly complex and undecipherable; something unlike all of his relatively simpler creations; something he gave no one else-THE HUMAN BRAIN.

Psychology is the study of human mental and behavioral processes; however, this field is also applicable in many aspects of life. Everything that a human being does is related to psychology. Psychology uses specific scientific strategies in order to deal with various questions, and to arrive at the right conclusion. A wide range of special techniques such as questionnaires, case studies, experiments, as well as naturalistic observation are employed to learn more about the human brain. Although we cannot observe the mind directly, everything we do, think, feel and say is determined by the functioning of the mind. Hence human behaviour is used as the raw data for testing theories about how the mind works.

What we think and how we feel about things and people affects our behaviour. It is due to this that there are various fields of study under Psychology-all aimed at trying to decrypt the workings of the 3-pound complex structure made of about 100 billion neurons generating upto 23 watts of power every minute!

BUYERS BLACK BOX MODELConsumer behaviour is the study of individuals, groups or organizations and the processes they use to select, secure and dispose of products, services, experiences or ideas to satisfy needs and the impacts that these processes have on the consumer and society. It blends elements from psychology, sociology, social anthropology and economics. It attempts to understand the decision-making processes of buyers, both individually and in groups.Customer behaviour study is based on consumer buying behaviour, with the customer playing the three distinct roles of user, payer and buyer. Research has shown that consumer behaviour is difficult to predict and/or change. Hence, connecting with the consumers and forming a strong bond with them is crucial in todays competitive times.Consumer behaviour is affected by several factors- Family, Society and other reference groups, Motivation, Attitude, Personality, Perception, Lifestyle & Knowledge.

Fig 2.1

Tata Group was founded in 1868 by Jamsetji Nusserwanji Tata, at the age of 29, as a trading company. Tata Group is an Indian multinational conglomerate company headquartered in Mumbai, Maharashtra, India. It encompasses seven business sectors: communications and information technology, engineering, materials, services, energy, consumer products and chemicals. It has operations in more than 80 countries across six continents.

Empress Mills, a textiles venture set up in Nagpur in central India in 1877, being their first big industrial project, Tata Group now has over 100 operating companies:Tata Steel,Tata Motors,Tata Consultancy Services,Tata Power,Tata Chemicals,Tata Global Beverages,Tata Teleservices,Titan Industries,Tata Communications&Taj Hotels.

Tata Sons is the promoter of all key Tata companies and holds the bulk of shareholding in these companies. The chairman of Tata Sons has traditionally been the chairman of the Tata group. About 66% of the equity capital of Tata Sons is held by philanthropic trusts endowed by members of the Tata family.

In keeping with its image of a global, socially-responsible organization, Tata has donated $50million to Harvard Business School, (from where Ratan Tata, the former chairman of Tata group, graduated) to build an academic & a residential building on the institutes campus in Boston, Massachusetts which will be called the Tata Hall and used for the institutes executive education programs. The amount is the largest from an international donor in the school's 102-year-old existence.

The Tata Group is perceived to be India's best-known global brand within and outside the country as per an ASSOCHAMsurvey. The group was also awarded the Carnegie Medal of Philanthropyin 2007 in recognition of its long history of philanthropic activities. The Annual Survey (2009) by the Reputation Institute ranked Tata Group as the 11th most reputable company in the world among 600 global companies. The Tata Group has helped establish and finance numerous quality research, educational and cultural institutes in India.

INTRODUCTIONA subsidiary of the Tata Group, Tata Motors Limited is an Indianmultinationalautomotivemanufacturing company headquartered in Mumbai, Maharashtra, India.

HISTORYFounded in 1945 as a manufacturer oflocomotives, the company manufactured its first commercial vehicle in 1954 in collaboration withDaimler-BenzAG. Tata Motors entered the passenger vehicle market in 1991 with the launch of the Tata Sierra and in 1998 launched the first fully indigenous Indian passenger car, the Indica. Tata Motors acquired the South Korean truck manufacturer Daewoo Commercial Vehicles Company in 2004 and the British premium car maker-Jaguar Land Roverin 2008.

OPERATIONSTATA Motors products include passenger cars, trucks, vans, coaches, buses and military vehicles. It has its auto manufacturing and assembly plants inJamshedpur,Pantnagar,Lucknow,Sanand,DharwadandPune, India, and in Argentina, South Africa, Thailand and the United Kingdom. Its research and development centres are in Pune, Jamshedpur, Lucknow and Dharwad, India, and in South Korea, Spain, and the United Kingdom. It has a bus manufacturing joint venture withMarcopolo S.A.,Tata Marcopolo, and a construction equipment manufacturing joint venture with Hitachi & Telcon Construction Solutions.

RECOGNITIONSAt present Tata Motors is theworld's 18th largest motor vehiclemanufacturing company, 4th largest truck manufacturer and 2nd largest bus manufacturer by volume. Tata Motors is also ranked 314th in the 2012Fortune Global 500ranking of the world's biggest corporations.NATURE OF the PROBLEM

Tata motors has been the long standing moghul in the Commercial Vehicles (C.V.) industry in India. A major portion of the market share of commercial vehicles in the Eastern region has predominantly been theirs; due to existence of their auto manufacturing & assembly units and steel plant in the East. [Jamshedpur, Patna etc]

Of late though, Tata has been faced with several competitors, some new and some of other regions, who have slowly penetrated the market, and are gradually finding ground in the East. Major competitors of Tata in the Eastern market are Ashok Leyland (AL), Eicher, Mahindra & Mahindra (M&M), Larsen & Toubro (L&T), AMW.

Even though Tata Motors enjoys a safe 80% plus market share in the East, it is quick to analyze the fast changing market scenario, identify its competitors & take combative actions to maintain their market position.

LITERATURE REVIEW

This survey is done entirely based on the companys literature [region-based only] provided to me by my project head in the company.

Majority of data I obtained was from the working accounts from the management of Tata Motors Ltd., Kolkata. The sample set for my survey were the past, current and prospective customers of Tata C.Vs, contact details of whom were furnished to me by my Project Head, Mr. Tarunmeet Singh, Area Manager, Tata Motors Ltd., Kolkata, from the customer database of French Motors Corporation Ltd., one of the reputed authorized dealers of Tata Motors C.Vs.

The facts and figures mentioned/used in this project are based on the monthly reports and market assessments made by Tata Motors Ltd., Kolkata independently, for the Eastern Region exclusively and the same is not published elsewhere for mass viewing.

The diagrams, illustrations, charts and tables, which are given in subsequent chapters, are based exclusively on the analysis of the reponses to the questionnaire I had prepared for this project, from the respondants or their authorized representatives.

Apart from the companys own literature, some of the literatures I have surveyed for this project are:ICRA RESEARCH SERVICES quarterly commercial vehicle industry review named,Indian Commercial Vehicle Industry which analyses the current Indian scenario of the C.V. industry for the third quarter in November 2012, with regard to slowing volumes of manufacture of C.Vs due to economic slump and the trend in the market share of the major companies like Tata Motors, Ashok Leyland and VE Commercial. It explains why even after experiencing a volume growth of over 30% during 2009-10 and 2010-11, the buoyancy in the domestic CV industry started dwindling from March 2012 onwards citing the reason behind it to be the slump in industrial growth that our country is reeling under at present. Also, the organization surveyed a host of dealers, transporters and financing institution, the responses of whom reflected at an overall pessimistic outlook for the near term. This view was affected primarily by the weak visibility on cargo availability which is the key factor that continued to support fleet operators viability in 2011-12 despite almost flat freight rates and rising operating cost.From transporters viability standpoint, the current phase is marked by reduced cargo volumes, stiff competition owing to surplus capacities and rising operating costs; especially in wake of the recent hike in diesel prices. Although the freight rates have inched upwards following the hike in diesel rates, the extent of rise has not been adequate.

The other literature I reviewed was,Indian Commercial Vehicle Industry- Opportunities and Challenges Ahead-by A.P. Arya, President, Tata Motors for 31st October to 2nd November, 2006. This report helped me get a multidimensional view of the commercial vehicle industry in India since it not only identified the opportunities and the threats that present itself for this industry, but also tried to segment customers correlating the factors that affect the Indian customer and his subsequent purchase decision. He divided the customer base into A-category customers-High performance & Image sensitive, B- category customers- Balanced perspective, C- category customers- ROI and Quick payback period sensitive, D- category customers- Extremely price sensitive.It also spoke about the future of the commercial industry in the Indian context and the jist of it is as follows~ The Industry is catching up fast with global trends & standards - both on technologically and quality processes. Indian auto component Industry is poised to grow at 14% (CAGR) and has the potential to reach USD 40 Billion by 2014. Attractive collaboration opportunities between Indian CV industry / Auto component manufacturing with global Original Equipment Manufacturers and the Supply Chain majors. .

OBJECTIVE OF THE PROJECT

This project was undertaken by me on behalf of Tata Motors to fulfill the following objectives :

To identify the major competitors of Tata Motors Ltd. in West Bengal.

To obtain customer feedback on use of both Tata and Non-Tata vehicles.

To address consumer grievances and bring them to the managements notice.

To analyze the consumer behavior of C.V buyers in West Bengal.

To illustrate the impact of the certain factors on consumers purchase decision.

To identify the reasons behind consumer preference for certain particular authorized Tata Motors dealerships in the city of Kolkata.

RESEARCH METHODOLOGY

As per Clifford Woody, research comprises defining and redefining problems, formulating hypothesis or suggested solutions; collecting, organising and evaluating data, making deductions and reaching conclusions; and at last, carefully testing the conclusions to determine whether they fit the formulating hypothesis. In simpler words, it is the manipulation of things, concepts or symbols for the purpose of generalizing to extend, correct or verify knowledge, whether that knowledge aids in construction of theory or in the practice of an art.

This research undertaken by me was an applied research, which aims at finding a solution for an immediate problem facing an industrial/business organization. Research studies concerning human behaviour are carried on with a view to make generalisations about human behaviour, which is fundamental to arrive at certain conclusions (say, a solution) about a concrete business problem faced by an organization.

It was an on-field research in Kolkata and since the data collected was primary in nature, the first one week was utilized to make the initial rough draft of the data to be sought and subsequently the relevant questions to be asked where framed. On the basis of this, the final questionnaire was drafted.

The questionnaire was first pre-tested on a sample size of ten, in the city of Kolkata itself, and any inconsistencies taken care of, after which they were put into use for actual data collection.The next six weeks were devoted for collecting relevant data on-field using the questionnaires for telephonic and personal interviews with respondents at their workplace or at periodic Company-Customer meets jointly organized by French Motor Corp. & Tata Motors.

After the data sought had been successfully assembled, a weeks time was taken to compile, scrutinize & analyze the data and on the basis of such analysis, appropriate solutions were suggested.

data analaysis & interpretation

Table 11.1SAMPLE SIZE50

NATURE OF RESPONDANTSTransport agency owners, Builders & Construction company executives, Freight movers, Drivers

PLACEKolkata

Fig. 11.2ANALYSISAmong the 50 customers that I contacted, 2 of them were graduate degree holders, 8 were Secondary School pass-outs, 14 were primary school pass-outs while 26 did not hold any formal educational degree. This is because most of the customers of medium and heavy commercial vehicles are the small-time freight movers and drivers who are literate but uneducated.

Fig. 11.3ANALYSIS

Out of the 50 respondents surveyed, there were 8 business owners, 30 salaried persons and 17 in the others category.The business owners were those who owned a registered transport agency or construction company; mostly sole proprietorships or partnership firms. The salaried persons include those who were employed with some agency as in-house technicians to service the vehicles or salaried executives authorized to purchase vehicles on behalf of the company/agency.The others category included mainly the drivers of C.Vs. These people are mostly freelancers who do not have a fixed job duration and provide service whenever approached.

Fig. 11.4ANALYSISAll of the 50 respondents surveyed had heard about/read about/used Tata Motors vehicles.Hence, the bar graph shows a full 50 yes and 0 no.

Fig. 11.5ANALYSISAll the respondents surveyed had, atleast once, heard/ read about or used a commercial vehicle, irrespective of its make.

Fig. 11.6ANALYSISAmong the 50 respondents, 10 owned less than 10 C.Vs, 11 owned between 10 to 20 C.Vs, another 10 owned between 20 to 30 C.Vs, 8 owned between 30 to 40 C.Vs, 7 owned between 40 to 50 C.Vs while 4 owned more than 50 C.Vs each. Thus, as we see, a majority of the respondents own between 1 to 30 C.Vs.

Fig. 11.7ANALYSISAmong the 50 respondents, majority of them felt that first price and then mileage were the prime factors affecting their purchase decision. Equal percentage of the respondents thought availability of drivers who know/have already driven a particular brand of commercial vehicles and ease of servicing were also crucial; while some thought availability of spares, smooth operation and good resale value affected their buying decision closely.

Fig 11.8ANALYSISOut of the 50 respondents, 33 had majority of Tata C.Vs in their fleet, 10 had more of Ashok Leyland, 6 had mostly L&Ts, AMWs or Eichers C.Vs while only 1 person had M&M C.V.Hence we see, Tata still is the undisputed king of C.Vs in West Bengal and the suburbs. But, inching close to Tata is Ashok Leyland; and as one of the respondents puts it-- Within 5 years Ashok Leyland will completely replace Tata in the East because of their aggressive stance and competency.

Fig. 11.9ANALYSISThe graph depicts the number of the surveyed respondents who came to know of a competitors brand through different ways.Maximum people came across a competitors brand through references by colleagues and other influential people.Many got to know of it due to their competitors usage, while others were informed by the sales personnel of the respective brand.A minority of people got to know of the competitors brand through Social media / websites, while advertisements of competitors failed to inform customers.

Fig. 11.10

ANALYSISAmong the respondents, 3 of them got an average mileage of less than 3km/litre from their vehicle/s. The average mileage that 28 of the respondents got was between 3 to 3.5 kmpl while 10 of them got an average mileage between 3.6 to 4kmpl. For 5 people, the average mileage they received from their vehicles was between 4.1 to 4.5 kmpl and 4 of them got average mileage above 4.5kmpl.

Fig. 11.11

ANALYSISA majority of the customers felt that the price and maintenance cost of Non-Tata C.Vs were lower than Tatas. Pick up and better mileage were the second much appreciated benefit that consumers felt other vehicles were giving them. Benefits such as prompt service, impressive presentation by competitors sales representatives, availability of genuine spare parts & hardy exterior of vehicle also had several takers, though they were a minority.

Fig. 11.12

ANALYSISAccording to the majority ranking by respondents, the top three Tata Motors authorized dealerships are shown above. The first being French Motors Corp., due to better discounts, good relations with dealers and customers and better loan schemes.Lexus comes in second due to factors such as proximity to work place, good loan schemes, good discounts, speed of service, prompt order processing and personal contacts.While Bhandari Motors Ltd. is preferred because of their cordial relations with customers, speed of service, good discounts, personal contacts and greater number of workshops for servicing.

suggestions for product

The following are a few technical recommendations that Tata Motors should take note of and act in accordance to, in order to achieve greater customer satisfaction:

Tyres of the hydraulic system suffer from bubbling thus reducing its life and increasing maintenance costs in the long term.

Radial tyres are comparatively long lasting and better quality.

Better fuel efficiency should be achieved to reduce mobile consumption and increase mileage.

The bearings of wheels in the 10 & 12 wheelers give trouble with regular usage, again, reducing life of tyres.

The faulty pumps of the EX models cause problems with time due to air entering it sometimes which takes time to fix thus delaying operations.

Introduce GPS navigation and air conditioning systems in all vehicles at a reasonable price.

Improve quality of engine since it breaks down frequently during regular usage.

Provide individual nozzles.

Hardy body of the vehicle should be built to increase its life.

Presence of too many switches confuses new drivers.

recommendations

Some suggestions regarding how Tata Motors can ensure customer loyalty and customer retention:

Provide good quality and long lasting spare parts at reasonable prices.

Ensure prompt and quality service & prompt order delivery.

Lower the maintenance costs by reducing price of spares and cost of servicing too.

Provide extended warranty on the pumps and tyres of vehicles.

Explain all important policies, terms & conditions to customers and prevent fraudulent omission of crucial details.

Provide a hard copy of the list of all authorised Tata Motors service outlets across West Bengal to every new buyer and existing buyers.

Proper training of salesforce to impressively communicate with customers and capture majority of the market in order to retain its gradually contracting market share.

LIMITATIONS

This project has been extremely enriching since this was a first-in-a-lifetime experience to work on a topic such as this. There were many highs and lows as I went about doing this project, some of which are as follows:

As is correctly said, time and tide wait for none, this project was highly engrossing and there were too many things to be done but the comparatively less time available for it was a major roadblock.

My project required me to interact with very crude customers, those who live a life of constant struggle. Most of the respondents could not speak, understand or write in English or even Hindi; this posed both as an opportunity for me to identify and strengthen my communication skills and put my latent knowledge of various languages to use, and also a challenge since I had to communicate effectively with these customers with zero or minimum glitches and hold a meaningful & productive conversation with them.

Due to intense competition and heavy workload in their field, most of my respondents were unable to give me ample time to interview them, crippling me from getting a deeper insight into their mind and the problems faced by them.

Since the consumer base for commercial vehicle industry is limited on a general basis, my sample size could not exceed 50 respondents, which would not be the case had it been an FMCG company, where obtaining and interviewing s sample of 100 and above is relatively easier.

Organising the data to get a meaningful, useful conclusion out of it was a challenge since many customers would also provide more information than sought.

appendix QuestionnaireCustomer Choice Analysis:Commercial Vehicles

Name:

1. What is your highest educational qualification? [Encircle the bullets next to relevant options.]

Graduate Degree Higher Secondary School (Class XII) Secondary School (Class X) None of the above

2. In which occupational group do you belong? (If you are unemployed answer for your last job)

Business Owner Salaried Others (Please mention)

3. Are you aware of Tatas commercial vehicles?

Yes No

4. Are you first time buyer of a Commercial Vehicle [henceforth denoted as C.V.]? Yes No

5. Fleet size [No. of vehicles owned] :

6. What are the prime factor/s that affect your purchase decision? Price & maintenance cost Ease of service Availability of spare parts. Mileage and horsepower. Smooth operation. Drivers familiarity with functioning of vehicle. Resale value.

7. Which brand of vehicle/s form a majority in your fleet? TATA ASHOK LEYLAND EICHER LARSEN & TOUBRO Mahindra & Mahindra AMW

Please specify the model number and year of purchase

8. How did you come to know of other C.V. manufacturers? [Tick the relevant options] Advertisements Internet/ social networking sites Reference by colleagues/others Sales personnel of the Brand Due to competitors usage

9. What is the average mileage of your C.V./s? Less than 3kmpl 3- 3.5 kmpl 3.6- 4 kmpl 4.1- 4.5 kmpl Above 4.5 kmpl

10. What benefits do you obtain from using C.V. of other brands, which you do not get with Tata? Prompt service Servicing vehicle from unauthorised mechanic. Power and capacity/ pick up and mileage. Availability of genuine & original spare parts. Low price and maintenance cost. Strong body of vehicle. Impressive presentation by agents of other company.

11. Please rank dealership preference among the following and state why you think so?French Motors Corporation Ltd., Bhandari Motors Ltd., Lexus Motors Ltd.1: 2:3:Because: __________________________________________________________________________________________________________________________________________

12. What improvements/changes would you want to make in Tatas C.Vs?

THANK YOU FOR YOUR TIME AND COOPERATION!

No Nano price hike: Tata MotorsTata Motors has said all the existing bookings of the Nano will be delivered at the current prices, notwithstanding the rising input prices. Demand impact: Karl Slym (right), Managing Director, Tata Motors, and Ravindra Pisharody, Executive Director, Commercial Vehicles Business Unit, announcing the companys results in Mumbai. bibliographyFor this project, the websites I referred to are as follows: Wikipedia.com

Bloomberg.com

Moneycontrol.co.in

Thehindubusinessline.com

Thetimesofindia.com

Limat.org

Rncos.com

Apart from the above websites, I also referred to Tata Motors Annual Report and the companys unpublished journals to gain further insight into my topic and the industry as a whole.The cover page of Tata Motors Ltd.s Annual Report 2013

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