yuvaraj 2 project

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A STUDY ON

LEVELS OF CUSTOMER SATISFACTIONTOWARDS THELEVELS OF CUSTOMER SATISFACTIONTOWARDS THE TATA MOTOR SERVICE (FOUR WHEELER)TATA MOTOR SERVICE (FOUR WHEELER)

With reference to

SIVA SANKAR MOTORS PVT. LTD.Vishakapatnam

A Project ReportSubmitted toJawarharlal Nehru Technological University, Approved byAICTE, Kakinada in partial fulfillment of the requirement for the award

Of MASTER OF BUSINESS ADMINISTRATION

Submitted By

Yuvaraju kalli(Reg: No..08A91E0032)

ADITYA INSTITUTE OF PG STUDIES ,ADB road, surampalem, E.G.,

2008 - 10.

In partially fulfillment of the requirement for the award of Degree

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Under the guidance of

Mr. R. Srinuvas .

DEPARTMENT OF BUSINESS ADMINISTRATION

ADITYA INSTITUTE OF PG STUDIES(Affiliated to JNTU Kakinada)

kakinada 5330052008 2010

DECLARATION

I here by declare that this dissertation of my project report

entitled CUSTOMER SATISFACTION TOWARDS THE TATA

MOTOR SERVICE(FOUR WHEELER) IN SIVA SANKAR

MOTORS (P) LTD., vishakapatanam . This project has been

submitted in partial fulfillment of requirement for the award of degree

of MASTER OF BUSINESS ADMINISTRATION of JNTU

KAKINADA..

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Place:

Date: Yuvaraju Kalli

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ADITYA INSTITUTE OF P.G.STUDIESDEPARTMENT OF BUSINESS MANAGEMENT

( Affiliated To JNTU kakinada)Aditya Nagar, ADB Road, SURAMPALEM-533437,E.G.Dt

Phones:(08852)252243,252250,cell:9866576662

-----------------------------------------------------------------------------------------------------------------------

CERTIFICATE

This is to certify that the project entitled CONSUMER

SATISFACTION with reference to SIVA SANKAR MOTORS (P)

LTD., vishakapatanam . is the bonifide work done by K.Yuvaraju with

Regd.no:08A91E0032 during the period 2008-10 in partial fulfillment of the

requirement for the award of the Degree of MASTER OF BUSINESS

ADMINISTRATION in Aditya institute of P.G studies affiliated to JNTU

kakinada is a record of benefited work carried out by under my guidance and

supervision .

Project Guide Head of the dept.

Mr, R .SRINUVAS Mr. J.Nagendra Kumar

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ACKNOWLEDGEMENT

I should take the responsibility to acknowledge the following

distinguished personalities who graciously allowed me to carry out this project work

successively.

I am also thankful to all other members of the staff for their kind

cooperation in this behalf. Mainly I am very much thankful to MR. J.NAGENDRA

KUMAR, M.B.A, and Head of the department of management studies.

I am highly thankful to my guide Mr. SRINUVAS , M.B.A, Lecturer in

Management for her valuable advices and encouragement throughout the course.

It gives me great pleasure for doing this project in SIVA SHANKAR MOTORS, VISAKHAPATNAM. My sincere thanks to MR. MURALI(G.M) for the

matchless motivation..

Finally I am thankful to my parents and all my friends who have made this project a

success.

( Yuvaraju Kalli)

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CONTENTS

CHAPTER IINTRODUCTION

NEED FOR THE STUDY

OBJECTIVES OF STUDY

METHODOLOGY

LIMITATIONS

CHAPTER II

INDUSTRY PROFILE

CHAPTER III

COMPANY PROFILE

CHAPTER IVTHEORETICAL FRAME WORK

CHAPTER V

DATA ANALYSIS AND INTERPRETATION

CHAPTER VI

FINDINGS

SUGGESTIONS

CONCLUSION

APPENDIX

QUESTIONNAIRE

BIBLIOGRAPHY

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CHAPTER 1

Introduction

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INTRODUCTION

The concept of the word wheel is not of recent origin. Right form the

days when man started his living, to this day where there is tremendous

technological improvement, the importance of wheel is growing at a greater

pace.

A growing economy, expanding cities and an increasing work load

demand time and resource management. Right from the executive to a collage

going student, there is a need for a set of wheels, which grant him/her easy

mobility not only, which is efficient and reliable but also affordable.

A four-wheeler is and affordable solution that will grant good mobility.

To satisfy the needs of the consume, a large number of companies have come

up with a good number of vehicle. In this aspect it is rather essential for any

buyer to know the finer parts, which give4s a good look, the performance, the

driving, handling, reliability, and above all, the affordability of a particular

vehicle, before he owns it. Most manufactures have understood this, and

therefore developed different kinks of cars.

As there are different kinds of consumers existing in each market for

every product, there is a need produce a wide range of products to satisfy all

these customers.

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This classification was made on the grounds of better mileage, oil

consumption, pollution factors etc.

As we all know, for any organization to survive, in this highly

competitive world. It should take cadre of customers who are the backbone of

it. To make its services available to everyone Tata moters also have so many

dealers in various places. It is offering its valuable services to the people of

Vishakapatnam district through one of its dealers SIVA SHANKAR

MOTORS. Hence we felt the need of knowing about Customer satisfaction

on the products of Tata moters and the services of SIVA SHANKAR

MOTORS, in our study.

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NEED FOR THE STUDY

Now a days it is very clear that market is having drastic changes and all the

companies are acting according to it because to survive in the market and this

should be achieved by studying about the customer options and analyzing their

future requirements.

This study is definitely going to help to analyze the customer and can

take necessary steps for the improvement of the services from both the dealers

side and as well as form the company side.

Because customers are the real advertisement for any product so the

company should be in position to meet the customer requirements and also

should maintain the CUSTOMER RELATIONSHIP.

As SIVA SHANKAR MOTORS Automobile Pvt. Ltd. is a distribution

channel for different companies. It is very close and inter related with the

customers. So, the motto of SIVA SHANKAR MOTORS Pvt. Ltd. is customer

satisfaction.

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SIVA SHANKAR MOTORS Pvt. Ltd. is not only concerned with selling the

products of TATA MOTORS it also provides service to the customers after

selling. So there is necessity for the organization to find out the satisfaction

level of the customers at different levels in the organization. Which help the

organization to find out the ways in improving the services being provided to

the customers. To increase the satisfaction level in them.

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OBJECTIVES

The following are the objectives of the study:

Primary objectives :

To find the satisfaction level of the customer regarding the service

provided.

To find out any drawbacks in the service delivery.

Secondary objectives :

To determine the performance of the staff

To mark suggestions for promotional measures to increase the customer

satisfaction.

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RESEARCH METHODOLOGY

INTRODUCTION :

The first and foremost step in the research process consists of problem

identification. One the problem is defined, the next is the research design

becomes easier. The research design is the basic framework, which provides

guideline for the rest of the research process. The research design specifies the

methods of data collection and analysis.

The methodology of the study is classified into the following steps.

I. Collection of primary data

II. Collection of secondary data

III. Sampling Procedure

I. Collection of Primary Data:

Communication and observation are the two basic means used for

collecting primary data. Communication involves questioning the respondents

to secure the desired information by using data collection instrument called

Questionnaire. The questionnaire used in my study is consisting of closed-end

questions and one open ended question.

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Closed-end questions:

Fixed alternative questions are used in the questionnaire.

This consists of,

A. Dichotomous Questions:

The respondent is given a choice between only two alternatives.

B. Multiple-choice Questions:

The respondents are given a set of alternatives to answer.

Open-ended question:

The customers are asked to give suggestions to improve the service of

SIVA SHANKAR MOTORS in the form of open-ended question at the end of

the questionnaire.

II. Collection of Secondary Data:

Internal and external secondary data is collected for the purpose of

study. Internal secondary data is collected within the company. This data

includes company records, previous research reports and other relevant

information.

External secondary data is generated from outside. This data includes

publications, government records and Internet etc.,

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III. Sampling Procedure:

Sample Size: 100

Sample Element:

Customer who visit SIVA SHANKAR MOTORS Automobile Pvt. Ltd.

Vishakapatnam.

Sampling Unit:

The study is restricted to the customers who come for service of their

Tata four wheelers at SIVA SHANKAR MOTORS Automobile Pvt. Ltd.

Vishakapatnam.

Period of study:

The study is conducted with in the period of two months i.e., May and

June of 2008.

Scope:

The scope of the study is mainly emphasized on the perception level of

the customers on customer feed back.

The scope of the study involves the collection of the data form the

customers at SIVA SHANKAR MOTORS Automobile Pvt. Ltd.

Vishakapatnam.

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Sampling Procedure:

Simple random sampling approach has been adopted.

Research approach:

The survey method is used, as it is the best for a descriptive research.

Mode of communication:

Three different methods of communications can be approached withquestionnaires.

1. Personal interview

2. Telephone interview

3. Mail interview

Among the three personal interview is the most versatile and flexible

mode of communication. Further explanations and classifications can be made

if desired. So the personal interview was conducted for the study.

Statistical analysis:

Data analysis and interpretation are necessary ingredients to make the

primary data obtained useful for tacking effective strategic moves. The primary

data, which has been collected by survey using a structural questionnaire, has

been systematically organized, tabulated and edited, so as to properly analyze

and achieve the objectives.

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LIMITATIONS

The following are the limitations of the present study:

Surveyed area is limited to the customers who come for service at

Vishakapatnam SIVA SHANKAR MOTORS Automobile Pvt. Ltd. only.

Times factor is a limitation as the project duration is only for 45 days i.e.,

may and June. So, the time is a limitation to cover more respondents.

Sample size may not fully represent the whole population.

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CHAPTER 2

Industry Profile

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INDUSTRY PROFILE

The automobile as we know it was not invented in a single day by a

single inventor. The history of the automobile reflects an evolution that took

place worldwide. It is estimated that over 100,000 patents created the modern

automobile. However, we can point to the many first that occurred along the

way. Starting with the first theoretical plans for a motor vehicle that had been

drawn up by both Leonardo da Vinci and Isaac Newton.

In 1769, the very first self-propelled road vehicle was a military tractor

invented by French engineer and mechanic, Nicolas joseph Cugnot (1725

1804). Cugnot used a steam engine to power his instructions at the paris

Arsenal by mechanic Brezin. It was used by the French Army to haul artillery

at a whopping speed of 2 mph on only three wheels. The vehicle has to stop

every ten to fifteen minutes to build up steam power. The steam engine and

boiler were separate form the rest of the vehicle and placed in the front. The

following year (1770), Cugnot built a steam-powered tricycle carried four

passengers.

In 1771, Cugnot drove one of his road vehicles into a stone wall, making

Cugnot the first person to get into a motor vehicle accident. This was the

beginning of bad luck for the inventor. After one of Cugnots patrons died and

the other was exiled, the money for Cugnots road vehicle experiments ended

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Steam engines powered cars by brining fuel that heated water in a

boiler, creating steam that expanded and pushed pistons that turned the

crankshaft, which then turned the wheels. During the early history of self-

propelled vehicles-both road and railroad vehicles were being developed with

steam engines. (Cugnot also designed two steam locomotives that they proved

a poor design road vehicles; however, steam engines were very successfully

used in locomotives. Historians, who accept that early steam-powered road

vehicles were automobiles, feel that Nicolas Cugnot was the inventor of the

first automobile.

After Cugnot Several Other Inventors Designed Steam-Powered

Road Vehicles

Cugnots vehicle was imporved by Frenchman, Onesiphore Pecqueur, who

also invented the first differential gear, improved Cugnots vehicle.

In 1789, the first U.S. patent for a steam-powered land vehicle was granted

to Oliver Evans.

In 1801, Richard Trevithick built a road carriage powered by steam-the first

in Great Britain.

In Britain, form 1820 to 1840, steam-powered stagecoaches were in regular

service. These were later banned from public roads and Britains railroad

system developed as a result.

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Steam-driven road tractors (built by Charles Deitz) pulled passenger

carriages around Paris and Bordeaux up to 1850.

In the United States, numerous steam coaches were built from 1860 to

1880. Inventors included. Harrison Dyer, Joseph Dixon, Rufus Porter, and

William T.James.

Amedee Bollee Sr. built advanced steam cars form 1873 to 1883. The

La Mnacelle built in 1878, had a front-mounted engine, shaft drive to he

differential, chain drive to the rear wheels, steering wheel on a vertical shaft

and drivers seat behind the engine. The boiler was carried behind the

passenger compartment.

In1871, Dr.J.W. Carhart, professor of physics at Wisconsin State

University, and the J.I. Case Company built a working steam car that won a

200-mile race.

Early Electric Cars

Steam engines were not the only engines used in early automobiles.

Vehicles with electrical engines were also invented. Between 1832 and 1839

(the exact year is uncertain), Robert Anderson of Scotland invented the first

electric motor. The vehicles were heavy, slow, expensive, and needed to stop

for recharging frequently. Both steam and electric road vehicles were

abandoned in favour of gas-powered vehicles. Electricity found greater success

in tramways and streetcars, where a constant supply of electricity was possible.

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Learn more about the history of electrical vehicles form 1890 to he

present.

However, around 1900, electric land vehicles in America outsold all

other type of cars. Then in the several years following 1900, sales of electric

vehicles took a nosedive as new type of vehicle came to dominate the

consumer market.

The very first self-powered road vehicles were powered by steam

engines and by that definition Nicolas Joseph Cugnot of France built the first

automobile in 1769- recognized by the British Royal Automobile Club and the

Automobile Club be France as being the first. So why do so many history

books say that the automobile was invented by either Gottlieb Daimler or Karl

Benz? It is because both Daimler and Benz invented highly successful nad

practical gasoline-powered vehicles that ushered worked like the cars we use

today. However , it is unfair to say that either man invented the automobile.

History of the Internal Combustion Engine The Heart of the Automobile

An internal combustion engine is any that uses the explosive combustion

of fuel to push a piston within a cylinder the pistons movement turns

crankshaft that then turns the car wheels via a chain or a drive shaft. The

different types of fuel commonly used for car combustion engines are gasoline

(or petrol), diesel, and kerosene.

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A brief outline of the history of the internal combustion engine includes the

following highlights.

1680 - Dutch physicist, Christian Huygeness designed (but never built) an

internal combustion engine that was be fueled with gunpowder.

1807 - Francois Isaac de Rivaz of Swizerland invented an internal

combustion engine that used a mixture of hydrogen and oxygen for fuel.

Rivaz designed a car for his engine the first internal combustion powered

automobile. However, this was a very unsuccessful vehicle.

1824 - English engineer, Sumuel Brown adapted an old Newcomen steam

engine to burn gas, and he used it to briefly power a vehicle up Shooters

Hill in London.

1858 - Belgian born engineer, jean joseph Etienne Lenoir invented and

patented (1860) a double-acting, electric spark-ignition internal combustion

engine fueled by coal gas. In 1863, Lenoir attached an improved engine

(using petroleum and a primitive carburetor) to a three-wheeled wagon that

managed to complete an historic fifty-mile road trip. (See image at top)

1862 - Alphonse Beau de Rochas, a French civil engineer, patentee but did

not build a foru-stroke engine (French patent #52, 593, January 16, 1862).

1864 Austrian engineer Siegfried Marcus*, built a one-cylinder engine

with a crude carburetor, and attached his engine to a cart for a rocky 500-

foot drive. It was the worlds first gasoline-powered vehicle. Several year

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later, Marcus was able to design a vehicle that briefly ran at 10 mph that

some historians consider was the forerunner of the modern automobile.

1873 George Brayton, an American engineer, developed an unsuccessful

two-stroke kerosene engine (it used two external pumping cylinders).

However, it was considered that first safe and practical oil engine.

1866 German engineers, Eugen Langen and Nikolaus August Otto

improved on Lenoirs and de Rochas designs and invented a more efficient

gas engine.

1876 Nikolaus August Otto invented and later patented a successful four

stroke engine, known as the Otto Cycle.

1876 The first successful two-stroke engine was invented by Sir Dougald

Clerk.

1883 French engineer, Edouard Delamare Debouteville, built a single-

cylinder four-stroke engine that ran on stove gas. It is not certain if he did

indeed build a car, however, Delamare-Deboutevilles designs were very

advances for the time ahead of both Daimler and Benz in some ways at

least on paper.

1885 Gottlieb Daimler invented what is often recognized as the prototype

of the modern gas engine with a vertical cylinder, and with gasoline

injected through a carburetor (patented in 1887). Daimler first built a two-

wheeled vehicle the Reitwagen (Riding Carriage) with this engine and a

year later built the worlds first four-wheeled motor vehicle.

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1886 On January 29, Karl Benz received the first patent (DRP No. 37435)

for a gas-fueled car.

1889 Daimler built an improved four-stroke engine with mushroom-

shaped valves and two V-slant cylinders.

1890 Wilhelm Maybach built the first four cylinder, four stroke

engine.

Engine design and car design were integral activities, almost all of the

engine designers mentioned above also designed cars, and a few went on to

become major manufactures of automobiles. All of these inventors and more

made notable improvements in the design of the internal combustion vehicles.

The Importance of Nicolaus Otto

One of the most important landmarks in engine design comes from

nicolaus August Otto who in 1876 invented an effective gas motor engine. Otto

built the first practical four-stroke internal combustion engine called the Otto

Cycle Engine and as soon as he had completed his engine, he built it into a

motorcycle Ottos contributions were very historically significant, it was his

four-stroke engine that was universally adopted for all liquid-fueled

automobiles going forward.

The Importance of Karl Benz

In 1885, German mechanical engineer, Karl Benz designed and built the

worlds first practical automobile to be powered by an internal-combustion

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engine. On January 29, 1886, Benz received the first patent (DRP No. 37435)

for a gas-fueled car. It was a three-wheeler, Benz built his first four-wheeler car

in 1891. Benz & Cie., the company started by the inventor, became the worlds

largest manufacture of automobiles by 1900. Benz was the first inventor to

integrate an internal combustion engine with a chassis designing both

together.

The Importance of Gottlieb Daimler

In 1885, Gottlieb Daimler (together with his design partner Wilhelm

Maybach) took Ottos internal combustion engine a step further and patented

what is generally recognized as the prototype of the modern gas engine.

Daimlers connection to Otto was a direct one; Daimler worked as technical

director of Deutz Gasmotorenfabrik, which Nikolaus Otto Co-owned in 1872.

There is some controversy as to who built the first motorcycle Otto or Daimler.

The 1885 Daimler-Maybach engine was small, lightweight, fast, used a

gasoline-injected carburetor, and had a vertical cylinder. The size, speed, and

efficiency of the engine allowed for a revolution in car design. On March 8,

1886, Daimler took a stagecoach and adapted it to hold his engine, thereby

designing the worlds first-wheeled automobile. Daimler is considered the

first inventor to have invented a practical internal-combustion engine.

In 1889, Daimler invented a V-slanted two cylinders, four-stroke engine

with mushroom-shaped valves. Just like Ottos 1876 engine, Daimlers new

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engine set the basis for all car engines going forward. Also in 1889, Daimler

and Maybach built their first automobile from the ground up; they did not adapt

another purpose vehicle as they had always been done previously. The new

Daimler automobile has a four-speed transmission and obtained speeds of 10

mph.

Daimler founded the Daimler Motoren-Gesellschaft in 1890 to

manufacture his designs. Eleven years later, Wilhelm Maybach designed the

Mercedes automobile.

If Siegfried Marcus built his second car in 1875 and it was as claimed, it

would have been the first vehicle powered by a four-cycle engine and the first

to use gasoline as a fuel, the first having a carburetor for a gasoline engine and

the first having a magneto ignition. However, the only existing evidence

indicates that the vehicle was built circa 1888/89 too late to be first.

By the early 1990s, gasoline cars started to outsell all other types of

motor vehicles. The market was growing for economical automobiles and the

need for industrial production was pressing.

The first car manufactures in the world were French : Panhard &

Levassor (1889) and Peugeot (1891). By car manufacturer we mean builders of

entire motor vehicles for sale and not just engine inventors who experimented

with car design to test their engines Daimler and Benz began as the latter

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before becoming full car manufacturers and made their early money by

licensing their patents and selling their engines to car manufacturers.

Rene Panhard and Emile Levassor

Rene Panhard and Emile Levassor were partners in a woodworking

machinery business, when they decided to become car manufactures. They

built their first car in 1890 using a Daimler engine. Edouard Sarazin, who held

the license rights to the Daimler patent for France, commissioned the team.

(Licensing a patent means that you pay a fee and then you have the right to

build and use someones invention for profit in this case Sarazin had the right

to build and sell Daimler engines in France). The partners not only

manufactured cars, they made improvements to the automotive body design.

Panhard-Levassor made vehicles with a pedal-operated clutch, a chain

transmission leading to a change-speed gearbox, and a front radiator. Levassor

was the first designer to move the engine to the front of the car and use a rear-

wheel drive layout. This design was known as the Systeme Panhard and

quickly became the standard for all cars because it gave a better balance and

improved streering. Panhard and Levassor are also credited with the invention

of the modern transmission installed in their 1895 Panhard.

Panhard and Levassor also shared the licensing rights to Daimler motors

with Armand Peugot. A peugot car went on to win the first car race held in

France, which gained Peugot publicity and boosted car sales. Ironically, the

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Paris to Marseille race of 1897 resulted in a fatal auto accident, Killing Emile

Levassor.

Early on, French manufactures did not standardize car models each car

was different from the other. The first standardized car was the 1894, Benz

Velo. One hundred and thirty four identical Velos were manufactured in 1895.

Charles and Frank Duryea

Americas first gasoline-powered commercial car manufacturer were

Charles and Frank Duryea. The brothers were bicyle makes who became

interested in gasoline engines and automobiles and built their first motor

vehicle in 1893, in Springfield, Massachusett. By 1896, the Duryea Motor

Wagon Company had sold thirteen models of the Duryea, an expensive

limousine, which remained in production into the 1920s.

Rassome Eli Olds

The first automobile to be mass-produced in the United States was the

1901, Curved Dash Oldsmobile, built by the American car manufacturer

Ransome Eli Olds (1864-1950). Olds invented the basic concept of the

assembly line and started the Detroit area automobile industry. He first began

making steam and gasoline engines with his father, Pliny Fisk Olds, in Lansing,

Michigan in 1885. Olds designed his first steam-powered car in 1887. In 1899,

with a growing experience of gasoline engines, Olds moved to Detroit to start

the Olds Motor Works, and produce low-priced cards. He produced 425

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Curved Dash Old in 1901, and was Americas leading auto manufacture from

1901 to 1904.

Henry Ford

American car manufacturer, Henry Ford (1863-1947) invented an

improved assembly line and installed the first conveyor belt-based assembly

line in this car factor in Fords Highland Park, Michigan plant, around 1913-14.

The assembly line reduced production costs for cars by reducing assembly

time. Fords famous Model T was assembled in ninety-three minutes. Ford

made his first ca, called the Quadricycle, in June 1896. However, success

came after he formed the Ford Motor Company in 1903. This was the third car

manufacturing company formed to produce the cards he designed. He

introduced the Model T in 1908 and it was a success. After installing the

moving assembly lines in his factory in 1913. Ford became the worlds biggest

car manufacturer. By 1927, 15 million Model Ts had been manufactured.

Another victory won by Henry Ford was patent battle with George B.

Selden. Selden, who had never built an automobile, held patent on a road

engine, on that basis Selden was paid royalties by all American car

manufacturers. Ford overturned Seldens patent and opened the American car

market for the building of inexpensive cars.

This flagged off the era of wheel racing, which lasted till 1964, after

which jet and rocket-propelled vehicles were allowed. Then onwards, it has

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been one big journeyon the roads. From the singsong rhythm of the bullock

cart to the jet-age, India has traveled a long way.

Some of the events and milestones in the car industry in India.

1928 The first imported car on the Indian roads.

1942 Hindustan Motors incorporated.

1944 Premier Automobiles started.

1948 First car manufactured in India.

1953 The Govt. of India decreed that only those firms which have a

manufacturing program should be allowed to operate.

1955 Only 7 firms HM, API, SMPL, PAL, M & M, TELCO received

approval .

The Liberalization in 1990 in India opened the doors for the entry of

foreign products into the market. This made the market a consumer market

with a lot of choices for the consumers. The future of the products depends on

the consumers satisfaction. The products, which are able to attract the

consumers, are having a bright future and the others are lost in the competition.

So it is very important to know the pulse of the customers. The business people

should always have correct information regarding the satisfaction level in the

customers. Different ways are to be implemented to increase the satisfaction

level in the customers.

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CHAPTER 3

Company

Profile

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TATA COMPANY PROFILE

OUR WORLD

Tata motors is the flagship company of the Tata Group with an annual

turnover of approximately US $ 2.35 billion for the year starting April 1 st 2002

to March 31 st 2003. More than 3 billion Tata Vehicles ply on Indian roads

making Tata a dominant force in India automobile industry. Its product range

covers passenger cars, multiutility vehicles, light, medium and heavy

commercial vehicles for goods and passenger transport.

7 out of 10 medium heavy commercial vehicles bear the trusted Tatamark. Tata motors has the unique distinction of giving India its first and only

indigenously built passenger car. The Tata indica and the premium feature

sedan-The Tata indigo. The indica, launched in 1998, reached the 2,50,000

sales mark within 52 months of launch. The phenomenal success of these

vehicles stand testimony of the companys research and engineering expertise.PROFILE :

Tata Motors Limited is India's largest automobile company, with

consolidated revenues of Rs. 92,519 crores (USD 20 billion) in 2009-10. It is

the leader in commercial vehicles in each segment, and among the top three in

passenger vehicles with winning products in the compact, midsize car and

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utility vehicle segments. The company is the world's fourth largest truck

manufacturer, and the world's second largest bus manufacturer.

The company's 24,000 employees are guided by the vision to be "best in the

manner in which we operate, best in the products we deliver, and best in our

value system and ethics."

Established in 1945, Tata Motors' presence indeed cuts across the length and

breadth of India. Over 5.9 million Tata vehicles ply on Indian roads, since the

first rolled out in 1954. The company's manufacturing base in India is spread

across Jamshedpur (Jharkhand), Pune (Maharashtra), Lucknow (Uttar Pradesh),

Pantnagar (Uttarakhand) and Dharwad (Karnataka). Following a strategic

alliance with Fiat in 2005, it has set up an industrial joint venture with Fiat

Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and Tata

cars and Fiat powertrains. The company is establishing a new plant at Sanand

(Gujarat). The company's dealership, sales, services and spare parts network

comprises over 3500 touch points; Tata Motors also distributes and markets

Fiat branded cars in India.

Tata Motors, the first company from India's engineering sector to be listed in

the New York Stock Exchange (September 2004), has also emerged as an

international automobile company. Through subsidiaries and associate

companies, Tata Motors has operations in the UK, South Korea, Thailand and

Spain. Among them is Jaguar Land Rover, a business comprising the two

iconic British brands that was acquired in 2008. In 2004, it acquired the

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Daewoo Commercial Vehicles Company, South Korea's second largest truck

maker. The rechristened Tata Daewoo Commercial Vehicles Company has

launched several new products in the Korean market, while also exporting

these products to several international markets. Today two-thirds of heavy

commercial vehicle exports out of South Korea are from Tata Daewoo. In

2005, Tata Motors acquired a 21% stake in Hispano Carrocera, a reputed

Spanish bus and coach manufacturer, and subsequently the remaining stake in

2009. Hispano's presence is being expanded in other markets. In 2006, Tata

Motors formed a joint venture with the Brazil-based Marcopolo, a global leader

in body-building for buses and coaches to manufacture fully-built buses and

coaches for India and select international markets. In 2006, Tata Motors

entered into joint venture with Thonburi Automotive Assembly Plant Company

of Thailand to manufacture and market the company's pickup vehicles in

Thailand. The new plant of Tata Motors (Thailand) has begun production of the

Xenon pickup truck, with the Xenon having been launched in Thailand in 2008.

Tata Motors is also expanding its international footprint, established through

exports since 1961. The company's commercial and passenger vehicles are

already being marketed in several countries in Europe, Africa, the Middle East,

South East Asia, South Asia and South America. It has franchisee/joint venture

assembly operations in Kenya, Bangladesh, Ukraine, Russia, Senegal and

South Africa.

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The foundation of the company's growth over the last 50 years is a deep

understanding of economic stimuli and customer needs, and the ability to

translate them into customer-desired offerings through leading edge R&D.

With over 3,000 engineers and scientists, the company's Engineering Research

Centre, established in 1966, has enabled pioneering technologies and products.

The company today has R&D centres in Pune, Jamshedpur, Lucknow,

Dharwad in India, and in South Korea, Spain, and the UK. It was Tata Motors,

which developed the first indigenously developed Light Commercial Vehicle,

India's first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first

fully indigenous passenger car. Within two years of launch, Tata Indica became

India's largest selling car in its segment. In 2005, Tata Motors created a new

segment by launching the Tata Ace, India's first indigenously developed mini-

truck.

In January 2008, Tata Motors unveiled its People's Car, the Tata Nano, which

India and the world have been looking forward to. The Tata Nano has been

subsequently launched, as planned, in India in March 2009. A development,

which signifies a first for the global automobile industry, the Nano brings the

comfort and safety of a car within the reach of thousands of families. The

standard version has been priced at Rs.100,000 (excluding VAT and

transportation cost).

Designed with a family in mind, it has a roomy passenger compartment with

generous leg space and head room. It can comfortably seat four persons. Its

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mono-volume design will set a new benchmark among small cars. Its safety

performance exceeds regulatory requirements in India. Its tailpipe emission

performance too exceeds regulatory requirements. In terms of overall

pollutants, it has a lower pollution level than two-wheelers being manufactured

in India today. The lean design strategy has helped minimise weight, which

helps maximise performance per unit of energy consumed and delivers high

fuel efficiency. The high fuel efficiency also ensures that the car has low

carbon dioxide emissions, thereby providing the twin benefits of an affordable

transportation solution with a low carbon footprint.

In May 2009, Tata Motors introduced ushered in a new era in the Indian

automobile industry, in keeping with its pioneering tradition, by unveiling its

new range of world standard trucks called Prima. In their power, speed,

carrying capacity, operating economy and trims, they will introduce new

benchmarks in India and match the best in the world in performance at a lower

life-cycle cost.

Tata Motors is equally focussed on environment-friendly technologies in

emissions and alternative fuels. . It has developed electric and hybrid vehicles

both for personal and public transportation. It has also been implementing

several environment-friendly technologies in manufacturing processes,

significantly enhancing resource conservation

Through its subsidiaries, the company is engaged in engineering and

automotive solutions, construction equipment manufacturing, automotive

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vehicle components manufacturing and supply chain activities, machine tools

and factory automation solutions, high-precision tooling and plastic and

electronic components for automotive and computer applications, and

automotive retailing and service operations.

Tata Motors is committed to improving the quality of life of communities by

working on four thrust areas employability, education, health and

environment. The activities touch the lives of more than a million citizens. The

company's support on education and employability is focused on youth and

women. They range from schools to technical education institutes to actual

facilitation of income generation. In health, our intervention is in both

preventive and curative health care. The goal of environment protection is

achieved through tree plantation, conserving water and creating new water

bodies and, last but not the least, by introducing appropriate technologies in our

vehicles and operations for constantly enhancing environment care.

REAR VIEW

1945 :

Tata Engineering and Locomotive Company Limited was established to

manufacture locomotives and other engineering products.

1948 :

Stem road roller introduced in collaboration with Marshall sons (UK).

1954 :

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Collaboration with Daimler Benz AG, W.Germany, for manufacture of

medium commercial vehicles.

The first vehicle rolled out with in 6 months of the contract.

1959 :

Research and Development Center set up at Jemshedpur.

1961 :

Exports began with the first truck being shipped to Ceylon, Now Srilanka.

1966 :

Setting up of the engineering research center at pune to provide impacts to

automobile research and development.

1971 :

Introduction of DI engines.

1977 :

First commercial vehicle manufactured in Pune.

1983 :

Manufacture of heavy commercial vehicle commences.

1985 :

First hydraulics excavator produced with Hitachi collaboration.

1986 :

Production of first light commercial vehicle, Tata 407, indigenously

designed followed by Tata 608.

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1989 :

Introduction of the Tata mobile 206 3 rd LCV model.

1991 :

Launch of the first indigenous passenger car of Tata Siera.

Tac 20 crore produced.

One million vehicles rolled out.

1992 :

Launch of Tata estate.

1993 :

Joint venture agreement signed with Cummins Engine Co. inc. Power and

emission friendly diesel engines.

1994 :

Launch of Tata Sumo. The multi utility vehicle.

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., U.K. for

manufacturing turbo chargers to be used on Cummins engines.

1995 :

Mercedes Benz Car E 220 launched.

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1996 :

Tata Sumo Deluxe launched.

1997 :

Tata Sierra Turbo launched 10000,000 th Tata sumo rolled out.

1998 :

Tata Safari Indias first sports utility vehicle launched.

2 million vehicles rolled out.Indica, Indias first fully indigenous passenger car launched.

1999 :

115,000 bookings for Indica registered against full payment within a week.

Commercial production of Indica commences in full swing.

2000 :

First consignment of 160 Indicas shipped to Malta.

Indica with Bharat stage 2 (Euro II) complaint diesel engine launched.

Utility vehicle with Bharat 2 (Euro II) complaint engine launched.

Launch of CNG buses.

Launch of 1109 vehicle intermediate commercial vehicle.

2001 :

Indica V2 launched 2 nd generation indica.

100,000 th indica wheeled out.

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Launch of LNG indica.

Launch of the Tata sfari Ex.

Indica V2 becomes Indians 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 Ex series in commercial vehicles.

Launch of the tat 207 DI.

2,00,000 Tata indicates rolled out.

5,00,000 th passenger vehicle rolled out.

Launch of tat sumo + series.

Launch of the tat indgo.

Tata Engineering signed a product agreement with M G Rover of the UK.

2003 :

Launch of Tata Safari limited edition.

The Tata indigo station wagon unveiled at the Geneva motors show.

On 29 th July J.R.D Tatas birth anniversary, Tata Engineerings becomes

Tata Motors Limited.

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Tata Motors : MANUFACTURING

Tata Motors owes its leading position in the Indian automobiles industry

to strong focus on indigenisation. This focus driven the company to set world-

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

evolution design, development, manufacturing assembly and qua control, is

carried out meticulously. Its 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 area of 822 acres. It consists of 3 divisions Truck, Engine, (including the

G Box division) and Axle.

Pune

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The Pune unit is spread over 2 geographical regions Pimpri and Chinchwad has

a combined area of around 510 acres. It was established in 1966 and houses a

production Engineering Division.

Lucknow :

Lucknow plant is the latest in Tata Motors manufacturing facilities.

Established in 1991 and covering an area of 600 acres, it was primarily started

to assem Medium commercial Vehicles (MCVs) to meet.

Tata Motors : ASSOCIATES

Over the years, Tata Motors has made substantial investments in

building companies that add value, facilitate and support is diverse range of

business activities.

Telco Construction Equipment Co. Ltd. (Telco)

Tata Technologies Ltd. (TTL) and Tata Technologies Ltd., USA (TTUS)

HV Axles Ltd., (HVAL)

HV Transmissions Ltd., (HVTL)

TAL Manufacturing Solutions Ltd. (TAL)

Sheba Properties Ltd. (Sheba)

Telco Dadajee Dhackjee Ltd. (TDDL)

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Minicar (Indica) Ltd > (Minicar)

ORGANIZATION PROFILE

TATA MOTORS

TATA ENGINEERING LOCOMOTIVE COMPANY. SIVA SHANKAR

MOTORS PVT LTD have got a dealership authorized. It distributes passenger

cars like Tata Indica,nano manza,linea.FIAT . A manager heads it. He looks

after those dealings.

TATA motors was established in 1945, Tata motors entered into a

collaboration with Paimler Benz of Germany in 1954 to manufacture

commercial vehicles, the collaboration ended in 1969. Tata motors has since

grown from strength to strength.

The company has spread its manufacturing facilities across India by

setting up plants at Jamshedpur, Pune and Lucknow. This is coupled with a

nation-wide customer support, sales and service network. The company enjoys

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a significant demand in export markets like Europe, Australia, South East Asia,

Middle East and Africa also. The companys vehicles are seen in over 70

countries now.

Customer sensitive approaches towards building products and state-the-art

manufacturing facilities have given the company a huge lead over its

competitors. Today 7 out of every 10 medium and heavy commercial vehicles

on Indian roads bear the trusted Tata mark. Tata motors presence in the utility

vehicles and passenger cars market has been firmly established. In 1998, it

launched Indias first fully indigenised. Car, indica, to the discerning consumer

and has been phenomenally successful. Tata motors is consistently evolving in

its offerings to the Indian automobiles market.

Siva shankar motors pvt.ltd.. is one of the authorized dealers in vishakapatnam

.this is the company having very good reputation in sales and service of tata

products

Siva shankar motors pvt.ltd. was established in 2008..the ceo of the company

was Mr ravindhra..and the chairman of the company was Mr.siva shankar

Prasad

In Siva shankar motors pvt.ltd..there was 150 employees working in sales and

service Siva shankar motors pvt.ltd. providing better customer satisfaction

than any other company in vishakapatanam..

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Siva shankar motors pvt.ltd. was having customer relation ship management

Because customers are the real advertisement for any product so the company

should be in position to meet the customer requirements and also should

maintain the CUSTOMER RELATIONSHIP.

CHAPTER 4Theoretical fame

work

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CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depends on the offers

performance in relation to the buyers expectations. In general.

Satisfaction is a persons feeling of pleasure of disappointment resulting

from comparing a products perceived performance (or outcome) in relation to

his or her expectations.

As this definition makes clear, satisfaction is a function of perceived

performance and expectations. If the performance falls short of expectations,

the customer is dissatisfied. If the performance matches the expectations, the

customer is satisfied. If the performance exceeds expectations, the customer is

highly satisfied or delighted.

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Many companies are aiming for high satisfaction because customers

who are just satisfied still find it easy to switch when a better comes along.Those who are highly satisfied are much less ready to switch. High satisfaction

are delight creates and emotional bond with the brand, not necessary a rational

preference. The result is high customer loyalty.

From past buying experience, friend and associates advice and

marketers and competitors information and promises buyers from their

expectations. If marketers raise expectations too high, the buyer is likely to be

disappointed. For example, Holiday inn ran a campaign a few years ago called

No Surprise Yet hotel guests still encountered a host of problems, and

Holiday Inn had to withdraw the campaign. However, if the company sets

explications too low, it wont attract enough buyers (although it will satisfy

those who do buy).

Some of todays most successful companies are raising expectations and

delivering performance to match. These companies are aiming for TCS-total

customer satisfaction.

The key to generating high customer loyalty is to deliver high customer

value. According to Michael lanning in his Delivering Profitable Value, a

company must develop a competitively superior value proposition and a

superior value-delivery system. A companys value proposition is much more

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than its positioning on single attribute; it is statement about the resulting

experience customer will have from the offering and their relationship with the

supplier. The brand must represent a promise about the total resulting

experience that customers can expect. Whether the promise is kept depends

upon the companys ability to manage its value-delivery system. The value-

delivery system includes all the communications and channel experiences the

customer will have on the way to obtaining the offering.

Whether customers will actually receive the promised value proposition

will depend upon the marketers ability to influence various core processes.

In addition to tracking customer value expectation and satisfaction,

companies need to monitor their competitors performance in these areas. For

example, a company was pleased to find that 80 percent of it customers said

they were satisfied. Then the CEO found out that its leading competitors

attained a 90 percent customer satisfaction score. He was further dismayed

when he learned that this competitors was aiming to reach a 95 percent

satisfaction score.

Tools for Tracking and measuring customer satisfaction

Complaint and

suggestions

systems

A customer-centered organization makes it easy for its

customers to deliver suggestions and complaints. Many

restaurants and hotels provide forms for guests to report likes

and dislikes. Some customer-centered companies P&G,

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General Electric, Whirlpool establish hot lines with tool-

free 800 telephone numbers. Companies are also adding web

pages and email to facilitate two-way communication,. Theinformation flows provide companies with many good ideas

and enable them to act quickly to resolve problems.Customer

Satisfaction

surveys

Studies show that although customer are dissatisfied with one

out of every four purchases, less than 5 percent of dissatisfied

customers will complain. Most customers will buy less or

switch suppliers. Complaint levels are thu8s not a good

measure of customer satisfaction. Responsive companiesmeasure of customer satisfaction directly by conducting

periodic surveys,. They send questionnaires or make

telephone calls to a random sample of recent customers. The

also solicit buyers views on their competitors performances.

While collecting customer satisfaction data, it is also useful to

ask additional questions to measure repurchased intention;

this will normally be high if the customers satisfaction is

high. It is also useful to measure the likelihood or willingness

to recommend the company and brand to others. A high

positive word-of-mouth score indicates that the company is

producing high customer satisfaction.Ghost

shopping

Companies Can Hire Persons To Pose As Potential Buyers To

Report On Strong And Weak Points Experienced In Buying

The Companies And Competitors Products. These mystery

shoppers can even these whether the companys sales

personnel handle various situations well. Thus, a mystery

shopper can complain about a restaurants food to test how

the restaurant handles this complaint. Not only should

companies hire mystery shoppers but managers themselves

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should leave their offices from time to time, enter company

and competitors sales situations where they are unknown, and

experience first hand the treatment they receive ascustomers. A variant of this is for managers to phone their

own company with questions and complaints to see how the

calls are handled.

Lost customer analysis

Companies should contract customers who have stopped buying or who have switched to another supplier to learn why

this happened. When IBM loses a customer, it mounts a

thorough effort to learn where it failed. Not only is it

important to conduct exit interviews when customers first stop

buying, it is also necessary to monitor the customer loss rate.

If it is increasing this clearly indicates that the company is

failing to satisfy customers.

For customer-centered companies, customers satisfaction is both a goal

and a marketing tool. Companies that achieve high customer satisfaction

ratings make sure that their target market know it.

Although the customer-centered firm seeks to create high customer

satisfaction, its main goal is not to maximize customer satisfaction. If the

company increases customer satisfaction by lowering its services, the result

may be lower profits. The company might be able to increase its profitability

by means other than increased satisfaction (for example, by improving

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manufacturing processes or investing more in R & D). Also, the company has

many stakeholders, including employees, dealers, suppliers, and stockholders.

Spending more to increase customer satisfaction might divert funds form

increasing the satisfaction of other Partners. Ultimately, the company must

operate on the philosophy that it is trying to deliver at a high level of customer

satisfaction subject to delivering acceptable levels of satisfaction to the other

stakeholders within the constraints of its total resources.

When customers rate their satisfaction with an element of the companys

performance-say, delivery-the company needs to recognize that customers vary

in how they define good delivery. It could mean early delivery, on-time

delivery, order completeness, and so on. Yet if the company had to spell out

every element in detail, customers would face a huge questionnaire. The

company must also realize that two customers can report being highly

satisfied for different reasons. One may be easily satisfied most of the time

and the other might be hard to please but was pleased on this occasion.

Companies should also note that managers and salespeople can

manipulate customer satisfaction ratings. They can be especially nice to

customers just before the survey. They can also try to exclude unhappy

customers from the survey. Another danger is that if customers know the

company will go out of its way to please customers, some may express high

dissatisfaction (even if satisfied) in order to receive more concessions.

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Some companies navigate all these pitfalls to reach their customer value

and satisfaction goals. We call these companies high-performance business.

CHAPTER 5

Analysis &

Interpretation

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1. Do you own a car?

S. No. Features No. of Respondents %1. yes 100 1002. no 0 0

No. of Respondents

yes1

100%

no2

0%

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2.The Vehicle that you previously used.

TABLE 2

S. No. Features No. of Respondents %1. Maruthi 23 232. Toyota 8 83. Mahindra 9 94. Not used any vehicle 34 345. Some Other vehicle 26 26

100 100

Inference :

34% of the customers previously not used any vehicle, 26% used some

other vehicle, 23% used maruthi, 9% used mahindra and 8% used Toyota.

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CHART - 2

57

23

8 9

34

26

0

5

10

15

20

25

30

35

40

Maruthi Toyota Mahindra Not usedany vehicle

SomeOther

vehicle

Vehicle used before

N o .

o f R e s p o n

d e n

t s

Maruthi

Toyota

Mahindra

Not used any vehicle

Some Other vehicle


58/99

3.What made you to buy this vehicle.

TABLE 3

S. No. Features No. of Respondents %

1. Model 23 232. Price 13 133. Quality 21 214. Brand Name 29 295. Other Benefits 14 14

100 100

Inference :

29% of the customers opted Tata vehicle basing on the brand name,

23% basing on the model, 21% basing on the quality, 14% basing on other

benefits and 13% basing on the price.

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CHART 3

59

23

13

21

29

14

0

5

10

15

2025

30

35

Model Price Quality BrandName

Other Benefits

Reason for buying TATA Vehicle

N o .

o f R e s p o n

d e

n t s

ModelPriceQualityBrand NameOther Benefits


60/99

4. Are you satisfied about the explanation about the benefit / features /

warranty of the vehicle and the financial schemes and the delivery

procedure at the time of purchase.

TABLE 4

S. No. Features No. of Respondents %1. Delighted 4 42. Very satisfied 27 273. Satisfied 45 454. Somewhat dissatisfied 12 125. Very dissatisfied - 06. No response 12 12

100 100

Inference :

45% of the customers are satisfied about the explanation about the

benefits, features, etc., at the time of purchase, 27% are very satisfied, 12% are

somewhat dissatisfied, 4% are delighted and 12% had not responded to the

above question.

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CHART 4

61

4

27

45

12

0

12

0

5

10

15

20

25

30

35

40

45

50

Delighted Verysatisfied

Satisfied Somewhatdissatisfied

Verydissatisfied

No response

Satisfaction Level

N o .

o f R e s p o n

d e n

t

Delighted

Very satisfied

Satisfied

Somewhat dissatisfied

Very dissatisfied

No response


62/99

5.How is the reception at the time of enquiry by the sales personnel ?

TABLE 5

S. No. Features No. of Respondents %1. Delighted 12 122. Very satisfied 30 303. Satisfied 42 424. Somewhat dissatisfied 4 45. Very dissatisfied - 06. No response 12 12

100 100

Inference :

42% of the customers are satisfied by the reception of the sales

personnel at the time of enquiry, 30% are very satisfied, 12% are delighted, 4%

are somewhat dissatisfied and 12% had not responded to the above question.

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CHART 5

63

12

30

42

4

0

12

0

5

10

15

20

25

30

35

4045

Delighted Verysatisfied

Satisfied Somewhatdissatisfied

Verydissatisfied

No response

Satisfaction Level

N o .

o f R e s p o n

d e n

tDelightedVery satisfied

Satisfied


Very dissatisfied

No response


64/99

6.It is ease of obtaining appointment i.e., are you satisfied with the

reception of the service advisor.

TABLE 6

S. No. Features No. of Respondents %1. Delighted 11 112. Very satisfied 50 503. Satisfied 30 304. Somewhat dissatisfied 9 95. Very dissatisfied - 0

100 100

Inference :

50% of the customers are very satisfied by the reception of the service

advisor, 30% are satisfied, 11% are delighted and 9% are somewhat

dissatisfied.

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CHART 6

65

11

50

30

9

00

10

20

30

40

50

60

Delighted Very satisfied Satisfied Somewhatdissatisfied

Verydissatisfied

Satisfaction Level

N o .

o f R e s p o

n d e n

t

Delighted

Very satisfiedSatisfied

Somewhat dissatisfiedVery dissatisfied


66/99

7.Are you satisfied with the time taken to open the job card (work order).

TABLE 7


100 100

Inference :

44% of the customers are very satisfied by the time taken to open the job

card, 25% are satisfied, 23% are delighted and 8% are somewhat dissatisfied.

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CHART 7

8.How is the attitude of the service personnel ?

67

23

44

25

8

00

5

1015

20

25

30

35

40

45

50


Verydissatisfied

Satisfaction Level

N o .

o f R e s p o n

d e n

t

DelightedVery satisfied

Satisfied


Very dissatisfied


68/99

TABLE 8

S. No. Features No. of Respondents %1. Delighted 11 112. Very satisfied 28 283. Satisfied 46 464. Somewhat dissatisfied 14 145. Very dissatisfied 1 1

100 100

Inference :

46% of the customers are satisfied by the attitude of the service

personnel, 28% are very satisfied, 14% are somewhat dissatisfied, 11% are

delighted and 1% is very dissatisfied.

CHART 8

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9.Are you satisfied with the facilities of the service station like customer

waiting room etc.,

69

11

28

46

14

10

5

10

15

20

25

30

35

4045

50


Verydissatisfied

Satisfaction Level

N o .

o f R e s p o n

d e n

t

Delighted

Very satisfied

Satisfied



70/99

TABLE 9


100 100

Inference :

51% of the customers are satisfied by the facilities of the service station,

30% are very satisfied, 11% are somewhat dissatisfied and 8% are delighted.

CHART 9

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10.Are the services being attended correctly to the relevant complaint ?

71

8

30

51

11

00

10

20

30

40

50

60


Verydissatisfied

Satisfaction Level

N o .

o f R e s p o n

d e n

t


Satisfied


Very dissatisfied


72/99

TABLE 10

S. No. Features No. of Respondents %1. Yes 85 852. No 15 15

100 100

Inference :

85% of the customers say that the service is being attended correctly to

relevant complaint. Where as 15% feel that the service is not attended correctly

to relevant complaint.

CHART -10

72

85%

15%

Yes

No


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11.Are you satisfied with the solutions to all the problems reported by you

?

TABLE 11

S. No. Features No. of Respondents %1. Delighted 6 62. Very satisfied 40 403. Satisfied 34 344. Somewhat dissatisfied 16 16

5. Very dissatisfied 4 4100 100

Inference :

40% of the customers are very satisfied with the solutions to all the

problems reported by them, 34% are satisfied, 16% are somewhat dissatisfied,

6% are delighted and 4% are very dissatisfied.

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CHART 11

12.Are you satisfied with the delivery made i.e., is the delivery made in

time as per the conditions desired by you from service station.

TABLE 12

74

6

40

34

16

4

0

5

1015

20

25

30

35

40

45


Verydissatisfied

Satisfaction Level

N o . o

f R e s p o n

d e n

t

Delighted



Very dissatisfied


75/99

S. No. Features No. of Respondents %1. Delighted 10 102. Very satisfied 33 33

3. Satisfied 34 344. Somewhat dissatisfied 19 195. Very dissatisfied 4 4

100 100

Inference :

34% of the customers are satisfied with the delivery made from the

service station, 33% are very satisfied, 19% are somewhat dissatisfied, 10% aredelighted and 9% are very dissatisfied.

CHART 12

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76

10

3334

19

4

0

5

10

15

20

25

30

35

40


Verydissatisfied

Satisfaction Level

N o .

o f R e s p o n

d e n

t


Satisfied


Very dissatisfied


77/99

13.Are you satisfied with the explanation of job done and bill at the time

of delivery.

TABLE 13

S. No. Features No. of Respondents %1. Delighted 10 102. Very satisfied 41 413. Satisfied 37 374. Somewhat dissatisfied 12 12

5. Very dissatisfied - 0100 100

Inference :

41% of the customers are very satisfied with the explanation of job done

and bill at the time of delivery, 37% are satisfied, 12% are somewhat

dissatisfied and 10% are delighted.

CHART 13

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14.Do you feel the labour and spare part charge reasonable.

78

10

4137

12

00

5

10

15

20

25

30

35

40

45


Verydissatisfied

Satisfaction Level

N o .

o f R e s p o n

d e n

t

Delighted




79/99

TABLE 14

S. No. Features No. of Respondents %1. Delighted 3 32. Very satisfied 7 73. Satisfied 42 424. Somewhat dissatisfied 42 425. Very dissatisfied 6 6

100 100

Inference :

42% of the customers are satisfied by the labour and spare parts charge,

42% are somewhat dissatisfied, 7% are very satisfied, 6% are very dissatisfied

and 3% are delighted.

CHART 14

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15.Are your receiving our service reminders regularly ?

80

3

7

42 42

6

05

10

15

20

25

30

35

40

45


Verydissatisfied

Satisfaction Level

N o .

o f R e s p o n

d e n

t

Delighted



Very dissatisfied


81/99

TABLE 15

S. No. Features No. of Respondents %1. Yes 56 562. No 44 44

100 100

Inference :

56% of the customers are receiving the service remainders regularly.

Whereas 44% of the customers are not receiving the service remainders

regularly.

CHART - 15

16.Are you satisfied with the overall performance of the workshop.

TABLE 16

81

56%

44%Yes

No


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S. No. Features No. of Respondents %

1. Delighted 4 42. Very satisfied 42 423. Satisfied 46 464. Somewhat dissatisfied 7 75. Very dissatisfied 1 1

100 100

Inference :

46% of the customers are satisfied with the overall performance of theworkshop, 42% are very satisfied, 7% are somewhat dissatisfied, 4% are


CHART 16

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17. Do you recommend others to buy a car in tata motors?

83

4

42

46

7

10

5

10

15

20

25

30

35

4045

50


Verydissatisfied

Satisfaction Level

N o .

o f R e s p o n

d e n

t


Satisfied


Very dissatisfied


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TABLE 17

S. No. Features No. of Respondents %1. Yes 68 68%2. no 32 32%

Inference :

68% of the customers are recommend others to buy a car in tata motors

and 32% customers was not interested to recommend others to buy a car in tata

motors.

No. of Respondents

yes168%

no2

32%

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CHAPTER 6

Findings,

Suggestions

and summary

FINDINGS

34% of the customer previously not used any vehicle, 26% used some other

vehicle, 23% used maruthi, 9% used mahindra and 8% used Toyota.

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29% of the customer opted Tata vehicel basing on the brand name, 23%

basing on the model, 21% basing on the quality, 14% basing on other

benefits and 13% basing on the price.

45% of the customers are satisfied about the explanation about the benefits,

features, etc., at the time of purchase, 27% are very satisfied, 12% very

satisfied, 12% are somewhat dissatisfied, 4% are delighted and 12% had not

responded to the above question.

42% of the customers are satisfied by the reception of the sales personnel at

the time of enquiry, 30% are very satisfied, 12% are delighted, 4% are

somewhat dissatisfied and 12% had not responded to the above question.

50% of the customers are very satisfied by the reception of the service

advisor, 30% are satisfied, 11% are delighted and 9% are somewhat

dissatisfied.

44% of the customers are very satisfied by the time taken to open job card,

25% are satisfied, 23% are delighted and 8% are somewhat dissatisfied.

46% of he customers are satisfied by the attitude of the service personnel,

28% are very satisfied, 14% are somewhat dissatisfied, 11% are delighted

and 1% very dissatisfied.

51% of the customers are satisfied by the facilities of the service station,

30% are very satisfied, 11% are somewhat dissatisfied and 8% are

delighted.

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85% of the customers say that the service is being attended correctly to

relevant complaint. Where as 15% feel that the service is not attended

correctly to relevant complaint.

.

34% of the customers are satisfied with the delivery made from the service

station, 33% are very satisfied. 19% are somewhat dissatisfied, 10% are

delighted and 9% are very dissatisfied 41% of the customers are very

satisfied with the explanation of job done and bill at the time of delivery,

37% are satisfied, 12% are somewhat dissatisfied and 10% are delighted.

42% of the customers are satisfied by the labour and spare parts charge,

42% are somewhat dissatisfied, 7% are very satisfied, 6% are very

dissatisfied and 3% are delighted.

56% of the customers are receiving the service remainders regularly, where

as 44% of the customers are not receiving the service remainders regularly.

46% of the customers are satisfied with the overall performance of the

workshop 42% are very satisfied, 7% are somewhat dissatisfied, 4% are


SUGGESTIONS

Prompt delivery of the vehicle should be made.

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Top priority must be given to taxes and long distance vehicles then local

vehicles.

Facilities like A/C. News papers, Drinking water and weeklies must be

provided and they must be up to the standards in customer waiting room.

SIVA SHANKAR MOTORS must advertise it self about its service station

by having boarding mainly at sales point and at customer waiting room.

A separate phone must be made available to deal with customers to inform

them whether the service station is ready to accept their Vehicles for service

The organization must appoint persons to deal with the customers in phone

and to explain the customers about the job done at the time of delivery.

Shelter must be their while going through job card.

The organization must instruct the workers not only to considers the job

card they must also go through the vehicle and if they find and things extra

jobs to be done them they must inform the owner and they must entire it in

job card and then go through the work.

Labour charges should be decreased

Service reminders should be sent regularly

Billing should be made faster.

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CONCLUSION

The overall performance of the services in the workshop is satisfactory

to many of the customers. Nothing in the world can be perfect. Some faults are

seen in the services though not major ones but some of the problems may give

side effect and make cause more trouble in the future. So the problems need to

be identified and solved immediately. Some of the main things are as follows.

Prompt delivery should be made.

Charges are high and need to be decreased.

The efficiency of workers is to be increased.

Check list should be maintained so that any other extra

jobs that the customers are unaware can be solved.

If the problems identified are solved effectively, then the customer

satisfaction level increases on the organization.

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CHAPTER 7

BIBLIOGRAPHY

QUESTIONNAIRE

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BIBLIOGRAPHY

Marketing research (third edition, published by Tata McGraw hill, new delhi).

PROF. G.C.BERI

Marketing Management (the Millennium edition & 8 th Edition)

PHILIP KOTLER

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QUESTIONNAIRE

SIVA SHANKAR MOTORS Pvt. Ltd., - VISHAKAPATNAM

CUSTOMER FEED BACK

Dear sir/Madam

Yuvaraju kalli doing my M.B.A in Aditya P.G Studies Surampalem My

project title is study on Customer satisfaction towords TATA MOTORS

SERVICE with reference to SIVA SHANKAR MOTORS PVT.Ltd..

VISHAKAPATNAM.

I would be greatly obligut if you can spare your most

valuable time to answer the following questions, which my urge in

bringing out this project .

Name of the customer :

Place :

Ph :

Vehicle Model :

1. Do you own a car? [ ]

a)Yes b) No

2. The Vehicle that you previously used [ ]

a) Maruti b) Toyota c) Mahindra

d) Not used any vehicle e) Some other vehicle

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3. Which version do you prefer most while buying a car? [ ]

a) petrol b) diesel

4. What made you to buy this vehicle [ ]

a) Model b) Price c) Quality

d) Brand name e) Other benefits

5. Do you agree that this car is comfortable while driving and

Whether this car have lived up to your expectations [ ]

a) Strongly Agree b) Agree c) Neither Agree Nor Dis-Agree

d)Dis-Agree e) Strongly Dis-Agree

6. Are you satisfied about the explanation about the benefits / features/ warranty

of the vehicle and the financial schemes and the delivery procedure at the time

of purchase.

a) Delighted b) Very satisfied c) Satisfied [ ]

d) Some what dissatisfied e) Very dissatisfied

7. How is the reception at the time of enquiry by the sales personal [ ]

a) Delighted b) Very satisfied c) Satisfied


8. Is it ease of obtaining appointment i.e., are you satisfied with the reception of

the service advisor. [ ]



9 Are you satisfied with the time taken to open the job card (work order)

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[ ]a) Delighted b) Very satisfied c) Satisfied


10. How is the attitude of the service personnel [ ]



11. Are you satisfied with the facilities of the service station like customer waiting

room etc., [ ]



12. Are the services being attended correctly to the relevant complaint [ ]

a) Delighted b) No

13 Are you satisfied with the delivery made i.e., Is the delivery made in times as

per the Conditions desired by you from service station. [ ]



14. Are you satisfied with the explanation if job done and bill at the time of

delivery [ ]

a) Delighted b) Very satisfied c) satisfied


15. Do you feel labour and spare parts charge reasonable [ ]



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16. Are you receiving our service reminders regularly [ ]

a) Yes b) No

17. Are you satisfied with the overall performance of the workshop [ ]



18. Do you recommend others to buy a car in tata motors? [ ]

a) Yes b) No

19. Please provide suggestions to improve the quality and performance of our

service?

________________________________________________________________ ___

________________________________________________________________ ___

________________________________________________________________ ___

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ABIT AKSHAYA BHARATHI INST OFTECHNOLOGY,SIDDAVATAM

ABRK ABR COLLEGE OF ENGG ANDTECHNOLOGY,KANIGIRI

ABTSARYABHATA INST OF TECHNOLOGYAND SCIENCE,MOHABBATNAGAR

ACEEADARSH COLLEGE OFENGINEERING,GOLLAPROLU

ACEMADITYA COLLEGE OFENGINEERING,MADANAPALLE

ADAMADAMS ENGINEERING.COLLEGE,PALONCHA

ADTSANASUYA DEVI INST OF TECHSCIENCES,BIBINAGAR

AESS ARAVINDAKSHA EDNL SOC GROUP OFINSTNS,SURYAPET

AGCTAKULA GOPAYYA COLL. OF ENGG. AND

TECHNOLOGY,TADEPALLIGUDEM

AIETAMARA INST. OF ENGINEERING ANDTECHNOLOGY,NARSARAOPET

AIMEAMALAPURAM INST OF MGMT SCICOLL OF ENGG,MUMMIDIVARAM

AITHANNAMACHARYA INST. OFTECHNOLOGY. ANDSCI.,HAYATHNAGAR

AKITABDULKALAM INST. OF TECHNOLOGYAND SCI.,KOTHAGUDEM

AKRN AKRG COLLEGE OF ENGG ANDTECHNOLOGY,NALLAJERLA

ALFAALFA COLLEGE OF ENGG. ANDTECHNOLOGY,ALLAGADDA

ALTSANANTHA LAKSHMI INST OF

TECHNOLOGY AND SCI,ANANTAPUR

96
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