a project report on measurement of customer satisfaction level on tata indica passenger car
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A project report on measurement of customer satisfaction level on tata indica passenger carTRANSCRIPT
Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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EXECUTIVE SUMMARY:
Today, India has become the hub for automobile conglomerates and the reason behind this are
economic liberalization, increase in per capita income, various tax relief policies, easy
accessibility of finance, launch of new models and exciting discount offers made by dealers all
together have resulted into a stupendous growth of Indian automobile industry. In the earlier
days, it was quite easy for anyone to enter into automobile sector and henceforward lead a
successful business. But today the things have really changed; it’s easy to enter into this sector
but to strive henceforward is really difficult.
The dealer play a major role in promoting a product; to achieve success in business a dealer has
to plan and strategize each and every step of the way. For this, all the dealers have to do is play
the rule of 4P’s i.e. Product, Price, Place and Promotion. Every now and then, dealers are coming
up with new and innovative ideas, schemes to gain that something extra i.e. the competitive
advantage over their competitors. To gain that competitive advantage a dealer has to make the
best use of the 4P’s. Any dealer has to impress the customers by offering different services,
schemes and by creating positive relationship with customers.
My management thesis focuses on one such important factor i.e., measuring customer
satisfaction level on the Tata Indica Passenger car and all its versions and for doing so, I have
conducted my study on “Measurement of Customer Satisfaction level on Tata Indica
Passenger Car (all versions)” at MAPL – Belgaum.
As we proceed through this thesis, we will come across ten chapters and with each chapter we
will gain more and more knowledge of Products offered by Tata Motors and Customer
Satisfaction level on the Tata Indica Passenger car.
I hope you will find my thesis report interesting and informative.
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Introduction:
Manickbag Automobiles Pvt Ltd is the authorized dealer for the Tata Motors. Mr. Dharmappa
Mirji and Mr. Manickchand Shah founded Manickbag in the year 1920. The name Manickbag
was because, when it was started on a land which was donated by Mr. Manickchand P. Zaveri of
Mumbai to Jain Boarding and it was full of bamboo jungle, so it was called as Manickbag.
About the Project:
The area of work undertaken is “A Study on Measuring Customer Satisfaction level on the
Tata Indica Passenger Car (all versions)”.
The project is undertaken to understand the customer’s requirement and fulfilling their all
requirements in such a way which result in superior value to the customers. The project is a
designed to evaluate the performance of Tata Indica Passenger Car i.e. to find whether these cars
are up to expectation of the customers or not. The main purpose of this project is to measure the
customer satisfaction level on these cars.
INDUSTRY PROFILE:
The automobile industry in India—the tenth largest in the world with an annual production of
approximately 2 million units—is expected to become one of the major global automotive industries in
the coming years. A number of domestic companies produce automobiles in India and the growing
presence of multinational investment, too, has led to an increase in overall growth. Following the
economic reforms of 1991 the Indian automotive industry has demonstrated sustained growth as a result
of increased competitiveness and relaxed restrictions. The monthly sales of passenger cars in India exceed
100,000 units
Automobile Industry in India has witnessed a tremendous growth in recent years and is all set to
carry on the momentum in the foreseeable future. Indian automobile industry has come a long
way since the first car ran on the streets of Bombay in 1898. Today, automobile sector in India is
one of the key sectors of the economy in terms of the employment. Directly and indirectly it
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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employs more than 10 million people and if we add the number of people employed in the auto-
component and auto ancillary industry then the number goes even higher.
ORGANIZATION PROFILE OR COMPANY PROFILE:
HISTORY OF MANICKBAG:
NAME OF GROUP : MANICKBAG GROUP
FOUNDER OF THE MANICKBAG : DHARMAPPA MIRJI &
MANICKCHAND SHAH
YEAR OF ESTABLISHEMENT : 1920
Two families, Dharmappa Mirji and Manickchand Shah in the year 1920, founded the
Manickbag Group.
The name manickbag was adopted because it was started on a land, which was donated by one
Mr. Manickchand P. Zaveri of Bombay to Jain Boarding, and it was full of Bamboo jungle and
hence the area was known as Manickbag. This land was taken on long lease and Manickbag
concerns got under way.
Need for the projects
Manickbag Automobiles (P) Ltd – Belgaum popularly known as Manickbag Automobiles is an
authorized dealer of Tata Passenger Cars caters to four districts of North Karnataka region.
Manickbag Automobiles has to continuously evaluate its performance and customer satisfaction
as it faces a stiff competition from other dealers in this region like dealers of Maruti – Suzuki,
Honda, Skoda, Toyota, Ford etc.
In this project a sincere effort has been made to find out the customers perception towards all
versions of Tata Indica car and to evaluate the performance of these cars and measuring
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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customer satisfaction level. The information will be collected from the owners/drivers of Tata
Passenger Car in Belgaum region.\
Objectives of the Study:
Main Objectives:
To measure the Customer satisfaction level on these cars.
To know the Customer perception towards different versions of Tata Indica.
To evaluate the performance of Tata Indica Passenger Cars.
To find the awareness level about the different versions of Tata Indica.
To know the factors influencing the buying
RESEARCH METHODOLOGY
Type of Research
The project is based on Descriptive Research and Explorative research.
Type of Data
Both Primary & Secondary data will be collected for the project.
Data Collection Method
1. Primary Data
Questionnaire
Questionnaire will be used as one of the instruments to collect the required data and as a guide to
interview the target audience. The questionnaire is designed to be structured & non disguised
type for the respondents.
Personal interview
Along with the questionnaire, the target audience will be asked questions, to get better
insights about Tata Indica.
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Expert opinion
To get the better insight and to know about some technical problems if any and to know
about the Perception of customer about all versions of Tata Indica, we will be having
discussion with local car mechanics
2. Secondary Data
Websites, Newspaper & Magazines
Product brochures
Company officials
Mechanics
Farmers
Survey Method
Initially personal interviews will be conducted with the existing customers/mechanics/company
official to get better insights about passenger car market & Tata Indica, based on this information
a questionnaire will be prepared which will be used to survey the target audience
Population
Owners/drivers/new buyer of passenger vehicle of Belgaum district.
Sampling Unit
Owners/drivers/new buyers of passenger cars.
Sample Size
From the Belgaum region 100 owners/drivers/new buyer of passenger cars.
Will be selected for the study.
Sampling Method
Non – probability, Convenient sampling method will be used for the survey.
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Geographical Area
The survey will be conducted in the geographical area of Belgaum.
FINDING
1. Among respondents surveyed, 40% of the respondents have their income level between 1 lakh
- 2lakhs, 53% have their income between 2.5lakhs-4lakhs & 7% have their income between
4lakhs & above
2. Out of 100 respondent, 6% own Indica DLE Indicab (AC), 15% have DLE (AC), 41% DLS
(AC, PS), 19% have GLE (AC), 8% have GLE (LPG), 8% have GLS (AC, PS) and 3% of the
respondents have GLS(LPG).
3. Out of 100 respondents surveyed, 49% expressed that they searched information for the car &
51%expressed that they have not searched for information.
RECOMMENDATION
1. Majority of the respondents were still unaware about different versions of Tata Indica
passenger. Therefore I suggest the company personals should take initiative to create awareness
about these versions.
2. According to the survey, most of the car buyers took at price of the vehicle. The Tata has
always kept the best, reasonable price for his products and also has been successful in it. The
Tata must set even better price for his products in the feature.
3. Most of the customers expressed concern over frequency of the maintenance & service
problems faced by their vehicle and expressed ‘high satisfaction’ over it. Therefore, I suggest
them to re look at the vehicle & re-develop in order to stop the frequency of these problems.
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DISCUSSION AND CONCLUSION
1. Majority of the respondents is, 53% have their income level between 2, 50,000-4, 00,000
and most of them have business as their occupation.
2. Majority of the respondents have diesel engine Tata Indica with AC and power steering,
as thing fuel is cheaper than petrol & efficient.
3. Almost 50% of the respondents searched for information before buying the car to select
the best one.
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INDUSTRY PROFILE:
The automobile industry in India—the tenth largest in the world with an annual production of
approximately 2 million units—is expected to become one of the major global automotive
industries in the coming years. A number of domestic companies produce automobiles in India
and the growing presence of multinational investment, too, has led to an increase in overall
growth. Following the economic reforms of 1991 the Indian automotive industry has
demonstrated sustained growth as a result of increased competitiveness and relaxed restrictions.
The monthly sales of passenger cars in India exceed 100,000 units.
Automobile Industry in India has witnessed a tremendous growth in recent years and is all set to
carry on the momentum in the foreseeable future. Indian automobile industry has come a long
way since the first car ran on the streets of Bombay in 1898. Today, automobile sector in India is
one of the key sectors of the economy in terms of the employment. Directly and indirectly it
employs more than 10 million people and if we add the number of people employed in the auto-
component and auto ancillary industry then the number goes even higher.
The automobile industry comprises of heavy vehicles (trucks, buses, tempos, tractors); passenger
cars; and two-wheelers. Heavy vehicles section is dominated by Tata-Telco, Ashok Leyland,
Eicher Motors, Mahindra and Mahindra, and Bajaj. The major car manufacturers in India are
Hindustan Motors, Maruti Udyog, Fiat India Private Ltd., Ford India Ltd., General Motors India
Pvt. Ltd., Honda Siel Cars India Ltd., Hyundai Motors India Ltd., and Skoda India Private Ltd.,
Toyota Motors, Tata Motors etc. The dominant players in the two-wheeler sector are Hero
Honda, Bajaj, TVS, Honda Motorcycle & Scooter India (Pvt.) Ltd., Yamaha etc.
In the initial years after independence Indian automobile industry was plagued by unfavourable
government policies. All it had to offer in the passenger car segment was a 1940s Morris model
called the Ambassador and a 1960s Suzuki-derived model called the Maruti 800. The automobile
sector in India underwent a metamorphosis as a result of the liberalization policies initiated in the
1991. Measures such as relaxation of the foreign exchange and equity regulations, reduction of
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tariffs on imports, and refining the banking policies played a vital role in turning around the
Indian automobile industry. Until the mid 1990s, the Indian auto sector consisted of just a
handful of local companies. However, after the sector opened to foreign direct investment in
1996, global majors moved in. Automobile industry in India also received an unintended boost
from stringent government auto emission regulations over the past few years. This ensured that
vehicles produced in India conformed to the standards of the developed world.
Indian automobile industry has matured in last few years and offers differentiated products for
different segments of the society. It is currently making inroads into the rural middle class
market after its inroads into the urban markets and rural rich. In the recent years Indian
automobile sector has witnessed a slew of investments. India is on every major global
automobile player's radar. Indian automobile industry is also fast becoming an outsourcing hub
for automobile companies worldwide, as indicated by the zooming automobile exports from the
country. Today, Hyundai, Honda, Toyota, GM, Ford and Mitsubishi have set up their
manufacturing bases in India. Due to rapid economic growth and higher disposable income it is
believed that the success story of the Indian automobile industry is not going to end soon.
Some of the major characteristics of Indian automobile sector are:
Second largest two-wheeler market in the world.
Fourth largest commercial vehicle market in the world.
11th largest passenger car market in the world
Expected to become the world's third largest automobile market by 2030, behind only
China and the US.
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Research Report on "Indian Automobile Sector - A Booming Market"
De-licensing in 1991 has put the Indian automobile industry on a new growth track, attracting
foreign auto giants to set up their production facilities in the country to take advantage of various
benefits it offers. This took the Indian automobile production from 5.3 Million Units in 2001-02
to 10.8 Million Units in 2007-08. The other reasons attracting global auto manufacturers to India
are the country’s large middle class population, growing earning power, strong technological
capability and availability of trained manpower at competitive prices. These are the major
findings of our new report, "Indian Automobile Sector - A Booming Market”
In 2006-07, the Indian automotive industry provided direct employment to more than 300,000
people, exported auto component worth around US$ 2.87 Billion, and contributed 5% to the
GDP. Due to this large contribution of the industry in the national economy, the Indian
government lifted the requirement of forging joint ventures for foreign companies, which
attracted global to the Indian market to establish their plants, resulting in heightened automobile
production.
The Indian automobile market is currently dominated by two-wheeler segment but in future, the
demand for passenger cars and commercial vehicles will increase with industrial development.
Also, as India has low vehicle presence (with passenger car stock of only around 11 per 1,000
population in 2008), it possesses substantial potential for growth.
Key Research Highlights
- Passenger car production in India is projected to cross three million units in 2014-15.
- Sales of passenger cars during 2008-09 to 2015-16 are expected to grow at a CAGR of around
10%.
- Export of passenger cars is anticipated to rise more than the domestic sales during 2008-09 to
2015-16.
- Motorcycle sales will perform positively in future, exceeding 10 Million units by 2012-13.
- Value of auto component exports is likely to attain a double digit figure in 2012-13.
- Turnover of the Indian auto component industry is forecasted to surpass US$ 50 Billion in
2014-15.
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Source: FPR
Key Issues & Facts Analyzed in the Report
- Study of the Indian automobile industry structure.
- Analysis of performance of industry sub-segments and their future outlook.
- Understanding the Indian auto component market and its growth aspects.
- Evaluation of factors fuelling growth in the Indian automobile market.
- Discussion of the forces countering the market growth.
- Identification of future prospects for the Indian automobile industry.
Research Methodology Used in the Report
Information Sources
The information has been sourced from various authentic and reliable sources like books,
newspapers, trade journals and white papers, industry portals, government agencies, trade
associations, monitoring industry news and developments, and through access to more than 3000
paid databases.
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Competitive industry, with global players
Segment Key Players
Commercial Vehicles Tata Motors, Ashok Leyland, Swaraj Mazda, Mahindra & Mahindra,Bajaj Tempo, Eicher Motors
Passenger Vehicles Tata Motors, Maruti Udyog, Honda Motors,Hyundai Motors, Toyota, Skoda, Mahindra & Mahindra,Daimler Chrysler, Hindustan Motors
Two Wheelers Hero Honda, Honda Motors, Bajaj Auto, TVS Motors,Yamaha, Kinetic Engineering
Three Wheelers Bajaj Auto, Piaggio India
The Indian automobile industry is highly competitive with a large number of players in each
industry segment. Most of the global majors are present in the passenger vehicle and two wheeler
segments. In the components industry too, global players such as Visteon, Delphi and Bosch are
well established, competing with domestic players.
The presence of global competition has led to an overall increase in capabilities of the Indian
auto sector. Increase in competition has led to a pressure on margins, and players have become
increasingly cost efficient. Quality levels have gone up, and there is an increasing focus on
compliance to TPM, TQM and Six Sigma processes. This has led to an increased confidence
among domestic players, who are now focusing on opportunities abroad. Key players in the
components sector like Bharat Forge and Sundaram Fasteners have become key global suppliers
in their categories.
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Key Domestic & Foreign Players
Profile of Domestic Players
Name of the company
Parentcompany
Output Models Plants
Tata
Motors Ltd
Largest commercial vehicle player in the country andone of the largest in the passenger vehicles segment
Capacity - 160,000units paVolumes - 171,870 units in 2004Operating income-US$ 3.8 billion in 2005
Sierra, Sumo,Safari, Indica,
Indigo
Pune
(Maharashtra)
Mahindra &Mahindra
Ltd
Flagship company of the Mahindra Group;largestplayer in the tractorsegment in India
Capacity - 125,000units paVolumes - 69,737units in 2004Operating Iincome-US$ 1.47 billion in 2005
Armada, Bolero,Commander,Marshall, Maxx,Voyager, Scorpio
Mumbai, Nashik(Maharashtra)
Hindustan MotorsLtd.
A C.K Birla group flagshipand one of the oldest autocompanies in India.
Capacity - 64,000 units paVolumes - 15,782 unitsOperating income-US$ 159.7 million in 2004
Lancer,Ambassador,Contessa, Trekker,RTV, Pushpak,Pajero
Uttarpara (WestBengal), Pithampur(Madhya Pradesh),Trivellore (TamilNadu)
LML Lohioa Group --------- Freedom, Graptor Kanpur
Ashok
Leyland
Hinduja group Operating Income- US$ 952.9 million in 2005
Multiaxle vehicles,tractor, ecomet,engines, Viking BSI,Viking BS-II,Vestibule Bus, 222CNG bus etc
Ennore, two plantsat Hosur, theassembly plants atAlwar, Bhandara,castings plant atHyderabad
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TVS Motor TVS Group Operating Income - US$ 641.9 million in 2005
Mopeds - Excel,Champ, TVS50Scooterettes -ScootyMotorcycles- Max 100, Victor,Centra, Fiero
Hosur, Mysore
Bajaj Auto Bajaj Group Capacity - 2.52million unitspaOperatingIincome - US$ 1.3 billion in 2005
Motorcycles -Boxer, CT 100,Discover, Wind,Caliber, Pulsar,EliminatorScooters- Spirit, Saffire,Wave
3 Plants at Akurdi,Waluj, Chakan
Profile of Overseas Players
Name of the company
Parentcompany
Output Models Plants
Maruti Udyog Ltd
Suzuki of Japan holds a 54.2 percent stake in thecompany
Capacity -500,000 units paVolumes -472,122 units includingexports in 2004OperatingiIncome-US$ 2.4 billionin 2005
800, Omni, Alto,WagonR, Zen,Baleno, Esteem,Gypsy, Vitara,Versa
Gurgaon
(Haryana)
Hyundai Motors IndiaLtd
Wholly ownedsubsidiary ofHyundai MotorCompany, S.Korea
Capacity -150,000 units paVolumes -171,905 units
Santro, Accent,Sonata, Terracan
Irrungattukottai(Tamil Nadu)
Daimler ChryslerIndia
100 per centsubsidiary of Daimler Chryslergroup
Capacity -10,000 units paVolumes - 1,640 units
E class, S class,C class
Pune
(Maharashtra)
Fiat Motors Subsidiary ofFiat Auto SpA
Capacity -50,000 units paVolumes -10,428 units
Uno, Siena, Palio,Palio Adventure
Mumbai(Maharashtra)
Ford Motors Ford Motor Capacity - Ikon, Mondeo Chengaipattu
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Ltd Company, theworld's secondlargest automaker
100,000 units paVolumes -45,723 units
(Tamil Nadu)
General Motors Ltd
collaborationbetween General Motors Corporation andC.K. Birla Groupof companies
Capacity - 25,000units paVolumes - 17,986Units
Astra, Corsa,Swing, Forrester,Vectra, Sail, Optra,Chevrolet Optra
Halol (Gujarat)
Honda Siel Cars India (HSCI)
Established in1995, with HondaMotor Company,(Japan) and SielLtd (India) beingthe key promoters.
Capacity - 30,000units paVolumes - 20,550Units
City, Accord,CR -V
Noida (UP)
Toyota
Kirloskar
Joint venture between KirloskarGroup and Toyota MotorCorp.
Capacity - 50,000units paVolumes - 42,549Units
Qualis, Camry,Corolla
Bidadi (Karnataka)
Skoda Auto
India
Skoda Auto,based in CzechRepublic, is a partof Volkswagengroup
Capacity - 10,000units paVolumes - 3,712
units
Octavia, Laura Aurangabad(Maharashtra)
Hero Honda Joint venturebetween HeroGroup, the world's largest bicyclemanufacturers andthe Honda MotorCompany of Japan
Capacity - 2.8 million units paOperatingincome - US$1.66 billionin 2005
Motorcycles – CD Dawn, CD Deluxe, Splendour, Passion, Karizma, CBZ,Ambition
2 plants atDaruhera andGurgaon
Honda 1 plant at ManesarMotorcycle &Scooters IndiaPvt. Ltd
(HMSI)
Wholly ownedsubsidiary ofHonda MotorCompany Ltd.,Japan
Capacity-200,000 vehicles per annum
Scooters - Activa,Dio, EternoMotorcycles -Unicorn
1 plant at
Manesar
Government Regulations and Support
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The Government of India (GoI) has identified the automotive sector as a key focus area for
improving India’s global competitiveness and achieving high economic growth. The
Government formulated the Auto Policy for India with a vision to establish a globally
competitive industry in India and to double its contribution to the economy by 2010. It intends to
promote Research & Development in automotive industry by strengthening the efforts of
industry in this direction by providing suitable fiscal and financial incentives. Some of the policy
initiatives include:
• Automatic approval for foreign equity investment upto 100 per cent of manufacture of
automobiles and component is permitted.
• The customs duty on inputs and raw materials has been reduced from 20 per cent to 15 per
cent. The peak rate of customs duty on parts and components of battery-operated vehicles have
been reduced from 20 per cent to 10 per cent. These new regulations would strengthen India’s
commitment to globalisation. Apart from this, custom duty has been reduced from 105 per cent
to 100 per cent on second hand cars and motorcycles.
• National Automotive Fuel Policy has been announced, which envisages a phased programme
for introducing Euro emission and fuel regulations by 2010.
• Tractors of engine capacity more than 1800 cc for semi-trailers will now attract excise duty at
the rate of 16 per cent.
• Excise duty is being reduced on tyres, tubes and flaps from 24 per cent to 16 per cent. Customs
duty on lead is 5 per cent.
• A package of fiscal incentives including benefits of double taxation treaty is now available.
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These government policies reflect the priority government accords to the automobile sector. A
liberalised overall policy regime, with specific incentives, provides a very conducive
environment for investments and exports in the sector.
The outlook for India’s automotive sector appears bright
The outlook for India’s automotive sector is highly promising. In view of current growth trends
and prospect of continuous economic growth of over 5 per cent, all segments of the auto industry
are likely to see continued growth. Large infrastructure development projects underway in India
combined with favorable government policies will also drive automotive growth in the next few
years. Easy availability of finance and moderate cost of financing facilitated by double income
families will drive sales in the next few years.
India is also emerging as an outsourcing hub for global majors. Companies like GM, Ford,
Toyota and Hyundai are implementing their expansion plans in the current year. While Ford and
Toyota continue to leverage India as a source of components, Hyundai and Suzuki have
identified India as a global source for specific small car models.
At the same time, Indian players are likely to increasingly venture overseas, both for organic
growth as well as acquisitions. The automotive sector in India is poised to become significant,
both in the domestic market as well as globally.
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Passenger Car Market in IndiaIntroduction: India is believed to be the fourth-largest passenger car market in Asia comprising a range of cars belonging to different price segments and car segments. Starting from a 2-seater car, the Reva to a 7-seater SUV, Volvo XC90, the Indian car industry has huge portfolio of cars. In terms of price segment, India has a car starting from Rs 1 lakh, the upcoming Nano, to the one like Audi, Mercedes, and Bentley selling out in crore.
With the moving pace of time, Indian auto industry has gradually come up with various innovations and
advancements. Some of the leading car manufacturers like the Tata Motors, Hyundai Motors, Honda Seil
India, and Maruti Suzuki have also proved their worth in terms of production, designing, and marketing
across the globe. These manufacturers have good number of cars crossing boundaries and winning
appreciations. Many other global auto manufacturers have made their debut to India with their slew of car
launches.The global car manufacturers are investing on Indian market eyeing the growing earning
potential, strong technological capability, availability of cheap and trained human resources. This further
gave a boost to Indian car exports. Low cost of production along with low cost of designing and research
has also contributed to increasing car exports.
According to the industry reports, the fiscal 2001-2002 recorded an increase of 5.3 million units which
increased to 10.8 million units in the fiscal 2007-2008. The financial year 2007-2008 recorded a growth
of 19%. The production of passenger cars in India is expected to grow to over 14 million units in 2014-
2015 and the sales are expected to increase at a rate of 10% per annum.
The manufacturing of passenger cars in Indian car industry has recorded an overall growth of over 8%.
Every year the rate of production is increased because of the advancing technology and increasing
number of establishments in terms of production houses and design centers. Recently, many car
manufacturers like Hyundai, Maruti Suzuki, and Fiat have established their design centers in the country.
Furthermore, most of the car manufacturers are eyeing India as a hub for small car production.
The rising cost competition in the developed car markets coupled with high input cost pressure
contributed to the increasing sales figure of passenger cars in the country. During financial year
2005-06, passenger vehicle sales witnessed a growth of 7.55% over the previous year. The major
players are still in the process of expanding their production capacity and roll out more car
models in response to the needs and aspirations of Indian car consumers.
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HISTORY OF TATA MOTORS
Established in 1945, Tata Motors is India’s largest automobile company, with revenues of Rs.
24,000 crore (USD 5.5 billion) in 2005-06. the company began manufacturing vehicles in 1954
with 15-year collaboration agreement with Daimler Benz of Germany. It is the leader by far in
commercial vehicles in each segment, and the second largest in the passenger vehicles market
with winning product in the compact, midsize and utility vehicles segment. The company is the
worlds fifth-largest medium and heavy commercial vehicles manufacturer.
The company’s 22000 employees are guided by the vision 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 3.5 million Tata vehicles ply on Indian roads, since the first rolled out 1954. the
company’s manufacturing base is spread across Jamshedpur, pune, and Lucknow , supported by
a nation-wide dealership, sales, services and spare part network comprising about 1200 touch
points.
Tata Motors, the first company from India’s engineering sector to be listed in the New York
Stock Exchange manufacturing base is spread Jamashedpur, Pune, Lucknow, supported by
nation-wide dealership, sales, services and spare parts network comprising about 1200 touch
points.
In 2005 Tata motors acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and
coach manufacturer, with an option to acquire the remaining stake as well. Hispanics presence is
being expanded in other markets.
These acquisitions will further extend Tata Motors Global 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, Australia South East Asia and South Asia.
It has assembly operations in Malaysia, Kenya, Bangladesh, Spain, Ukraine, Russia and South
Senegal.
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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 the ability to translate them into customer desired offering
through leading edge R&D. with 1,400 engineers and scientists, the company’s Engineering
Research centre, established in 1966, has enable pioneering technologies and products. It was
Tata Motors, which developed the first indigenously developed light commercial vehicles,
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.
The pace of new product development has quickened. In 2005, Tata motors created a new
segment by launching the Tata Ace, India’s first indigenously developed mini-truck. The year to
come will see the introduction of several other innovative vehicles, all rooted in emerging
customer needs. R&D is also focusing on environment-friendly technologies in emissions and
alternative fuels.
Through its subsidiaries, the company is engaged in engineering and automotive solutions,
construction equipment manufacturing, automotive vehicle components manufacturing and
supply chain activities, machine tools and factory automation solutions, high precision tooling
and plastic and electronic components for automotive and computer applications, and automotive
mailing and service operations.
True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit to corporate
social Responsibility. It is a signatory to the united Nations Global Compact, and is engaged in
community and social initiative on human rights, labor and environment standards in compliance
with the principles of the Global Compact. Simultaneously, it also plays an active role of
community development, serving rural communities adjacent to its manufacturing locations.
With the foundation of its rich heritage, Tata Motors today is etching a refulgent a refulgent
future.
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INTRODUCTION OF TATA MOTORS
There is a different between making money for one self and creating wealth for others. This is a
story of a business house that has created wealth for nation. The story of struggle, anxiety,
adventure and achievement the story of our pioneers.
JAMSETJI TATA, the founder of Indian largest and international best known group of
companies, began with a textile mill in central India in the 1870’s. His powerful vision inspired
the steel and power industries in the countries, set the foundation for technical education, and
philosophy, and helped India leap frog the from the dark ages to the threshold of the 21st century.
Under sir DARABJI TATA’S stewardship the grand vision of his father Jamsetji was
implemented and many new initiative were launched under his leadership, the sir Darabji Tata’s
trust (1932), the premier founder of the Tata’s.
Jemsetji younger son, sir Ratan Tata had a very distinct personality of his own, that reflected his
sensitive understanding if human endeavor and his desire to utilize his considerable wealth to
enhance the quality of public life.
A philanthropist all his life, he created a trust fund for “The advancement of learning and for the
relief of the human suffering and other works of public utility”.
The Tata group has always sought to be a value driver origination. These values continue to
direct the group’s growth and businesses:-
Integrity
Understanding
Excellence
Unity
Responsibility
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Integrity:
We must conduct over business fairly, with honesty and transparency. Everything we do must
stand the test of the public scrutiny.
Understanding:
We must be caring show respect, compassion and humanity for our colleagues customers around
the world and always work for the benefit of India.
Excellence:
We must constantly shrive to achieve the highest possible standards in our day to day work and
in the quality of the goods and services we provide.
Unity:
We must work cohesively with our colleagues across the group and with our customers and
partners around the world, building strong relationships based on tolerance, understanding and
mutual co-operation.
Responsibility:
We must continue to be responsibility, sensitive to the countries, customers and environment in
which we work, always ensuring that what comes from the people go back to the people many
time over.
Tata Motors ltd is India’s largest automobile company, with revenue of Rs.32,426 crores [USD
7.2billion] in 2006-07. it is the leader by far in commercial vehicles in each segment, and the
second largest in the passenger vehicles market with winning products in the compact, midsize
car and utility vehicle segments. The company is the world’s fifth largest medium and heavy
commercial vehicle manufacturer, and the world’s second largest medium and heavy bus
manufacturer.
The company’s 22,000 employees are guided by the vision to be “Best in the manner
in which we operate, best in the products we driver, and best in our value system and ethics.”
Tata motors helps its employees realize their potential through innovative HR practices. The
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company’s goal is to empower and provide employees with dynamic career paths in congruence
with corporate objectives. Regular in-house and external training ensures all-round potential
development and performance improvement. The company has won several awards recognizing
its training programs.
Business Description:
TATA MOTORS LTD. The group’s principal actives are to manufacture and market
Heavy, Medium, and Light Commercial vehicles and passenger cars. The group operates in two
segments:
1. Automotives
2. Others
“Automotive” segment includes the business of automotive products of all types of
commercial and passenger vehicles.
“Other” segment includes construction equipment, engineering solution, automotive
components and software operation of subsidiaries. The group also manufactures spare
parts for vehicles, marine engines, casting and forging. The manufacturing plants are
located in Jamshedpur, pune, Lucknow and Dharwad.
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ORGANIZATION PROFILE OR COMPANY PROFILE:
HISTORY OF MANICKBAG:
NAME OF GROUP : MANICKBAG GROUP
FOUNDER OF THE MANICKBAG : DHARMAPPA MIRJI &
MANICKCHAND SHAH
YEAR OF ESTABLISHEMENT : 1920
Two families, Dharmappa Mirji and Manickchand Shah in the year 1920, founded the
Manickbag Group.
The name manickbag was adopted because it was started on a land, which was donated by one
Mr. Manickchand P. Zaveri of Bombay to Jain Boarding, and it was full of Bamboo jungle and
hence the area was known as Manickbag. This land was taken on long lease and Manickbag
concerns got under way.
First Manickbag Rice Mill was started then it was diversified to manickbag Soap Factory. Due to
some policy matter it was closed and Groundnut oil mill started. This group believes in honesty
and quality so they were successful in producing the product, which was accepted abroad also
Manickbag Oil mills exported the groundnut oil.
In the year two young family members turned their focus to the business. Manickag owned a few
petrol-fueled trucks, so to maintain these trucks small workshop was started as Manickbag
Engineers. Soon engines came in market. Taking advantage of this opportunity Manickbag
Engineers converting petrol trucks into diesel by changing the engine assembly.
Simpson was the leading manufacture of diesel engine then and they offered the dealership
for their engines to Manickbag in the year 1951. The MICO dealership was acquired in 1956. At
same time Ashok Leyland Sub dealership under Sundaram motors was taken in 1956 in the name
of manickbag Automobiles. Then for rebuilding a full-fledged Machine shop was started. In the
year 1956 separated firm as Manickbag Diesel started exclusive for Micro product and
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Manickbag Garage Industries for Machine shop and Leyland Service for repairs and service of
Leyland vehicles.
In the year 1974 a branch of manickbag Diesel for MICO was opened in Bijapur.
In the year 1984 Manickbag Automobiles opened a branch for Ashok Leyland at Hubli. In the
year 1980 (24/09/1980)Sundram Clyaton TVS Moped dealership was taken. The TVS Motor Co
ltd (Ind-Suzuki) motorcycle dealership was started on 28-05-1984 in Manickbag Engineers.
Further branches were opened at Bijapur Ankola. In 1991 Manickbag Automobiles shifted from
Ashok Leyland to TATA MOTORS.
PRESENT BUSINESS LINES:
Hindustan Petroleum - Since 1950
Simpson - Since 1951
MICO - Since 1956
Kirloskar Bearings - Since 1975
TVS Motor Co. - Since 1980
Sesa Goa Pig iron Coke and coal - Since 1990
Tata motors - Since 1992
Tata Motors - Since 1995
(started separate passenger division)
BRANCHES:
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Head office Belgaum
1997 state of Art Dealership facility started at Belgaum
1. Hubli
2. Bijapur
3. Ankola
4. Gulbar
5. Gokak
Service set up:
1. Bagalkot
2. Bidar
3. Chikkodi
Achievements :
Best Dealership Award from TATA Motors (TELCO)
Best Dealership Award from MILCO
Best Dealership Award from TVS Motor Co.
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The sister concern are as follows
MANICKBAG AUTOMOBILES
MANICKBAG ENGINEERS
MANICKBAG SERVICES
MANICKBAG OIL MILLS
“This is our planet and creating a sustainable future is a passionate mission”
Manickbag is exclusive showroom for TATA Motors situated at Udyambag khanapur road
Belgaum, which is covering 6 districts namely Bagalkot, Bijapur, Dharwad, Gadag, Belgaum
and Haveri.
It is having small showroom at Ankola and Bijapur to cover those areas, which are working
under the guidance of Manickbag the main branch. It uses promotional activities such as
periodical advertisement, Offers Insurance, Road Shows, Demonstration.
Sales executives are playing important role in attaining the enquires of their customers, the
present enquiry a purchasing ratio of customer is 3:1.
Since Manickbag is the only big showroom the promotional activities conducted are not reaching
effectively to customers of other district, it show that most of their sales are in and around
Dharwad district simultaneously it is loosing customers in other districts.
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“MARKETING”
Markting deals with customer. It is the delivery of customer satisfaction at a profit.
Customer is a king in business and Manickbag follows this trend and know how to attract
customer and keep them satisfied. This is the art which is necessary in every service industry.
It is social and managerial process by which individuals and groups obtain what they need and
want through creating and exchanging products value with others.
Manickbag has adopted various methods of marketing such as:
1. Contacts
2. Counter
3. Advertisement
4. Casual visit
5. After sales service
6. Banks
1. Contacts: Manickbag contact the known people and tell them about their product range.
2. Counter: This is where people come and visit manickbag for enquiry.
3. Advertisement: They give ads in newspaper regarding any scheme or launch of new vehicle.
4. Casual visit: Sometimes sales executives visit the house of the customer and ask them about
the vehicle purchased by them. This creates a good relationship between the executives and the
company and in turn with the customer.
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5. After sales service: This is best way as they can provide better service to the customer.
6. Banks: Banks are one of the means of attracting people Manickbag provides in house finance
facilities i.e. (TATA Motor finance) and in house insurance.
ORGANIZATIONAL STRUCTURE
The structure of the company refers to the authorities and responsibilities of the employees.
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ACCOUNTS DEPARTMENT
MANAGING DIRECTOR
DIRECTORS
SUPERVISOR
ACCOUNTS STAFF
MANAGER
SERVICE ADVISOR
SERVICE STAFF
MANAGER
SERVICE DEPARTMENT
SUPERVISOR
STORE KEEPER
MANAGER
SPARES DEPARTMENT
SALES EXECUTIVE
SALES CO-ORDINATOR
MANAGER
SALES DEPARTMENT
Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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PRODUCTS
Tata moters Manickbag automobile pvt ltd is purely passenger vehicles dealer company.
INDICA, INDICA V2, VICTA DL TURBO, SUMO, SPACIO GOLD PLUS, INDIGO
MARINA these all are the products sale by the Manickbag Automobiles.
“PRODUCT PROFILE”
INDICA PROFILE:-
INDICA-
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Till about 2 years ago, India was no different from other less developed contries in one
crucial respect, it has not designed and produced a car indigenously. India’s case was ever
curiouser, the country had sent missiles into space but had not been able to produce a car
indigenously. This situation changed with the launch Tata indica in December 1998.
This basic concept of the car was set the out in 1995. the car should, it was decided, be designed
around the specific needs of the Indian car owner.
The inside space of Indica car is same as of ambassador car which is consider to offer the
optimum space for the typical Indian family.
The external dimensions of indica car are equivalent to Maruti Zen.
Almost 90* wide opening doors made easy entry and exit for the passengers; this meant 4
independent suspensions and raised back seat.
Indica car is the world-class standards of safety.
The indica car is economic.
The price of indica car is approximating of Maruti 800.
Contemporary design.
Tata company’s designers at its Engineering Research Centre (ERC) created some renderings of
the car which were refined and finalized in association with the famous Milan, based design
house I.D.E.A.
Total number of engineers who worked on Indica project –200.
Number of diesel specially manufactured for indica –740.
Time taken from conception to completion –31 months.
Number of components specially developed for indica –3885.
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Cost of project – Rs. 1700 crore
Number of production fixtures created for indica –4010
COLOURS OF INDICA CARS
STONE BLUE
SAFFRE GOLD
PEARL SILVER
EMERALD GREEN
MINT WHITE
MICA BLACK
INDIANA RED
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INDICA V2
Tata engineering today announced the launch of Indica V2, the next stage of condition of
diesel indica. The indica v2 is engineered to deliver high standards of drive comforts, handling
and performance and safety, as also to meet growing customer expectation in the market.
Due to some problem in indica, these problems were overcome and brought together the
improvements and refinements that have gone on indica since its launch. Besides, the indica v2
as features and performances characteristics deserves of a car in this segment for tomorrows
market. The v2 is the next generation indica that builds on the confidence of over 90000
customers that exist today in less than 2 years of its launch.
Most of the changes appear under the skin in the suspension system, engine and gearbox
technology while the most visible are the wider types that the car now sports far enhanced drive
comforts and safety.
Tata engineering announced the launch of 2 new power steering versions of the indica DLS
in diesel indica v2 range.
The new power steering models are positioned attractively above the air conditioned
models and come with body colored bumpers and 4 spoke soft feel power steering wheel with
dropping flow features in it. This indica v2 has a side impact beams with all 4 wheel arcs
followed with side rubbing rails. The warranty has been extended from 18 months to 36 months.
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Indica’s Competitors:
Indica through the best car around has to face a lot of competition from Maruti, Hyndai,
etc. and the new cars that have entred into the market.
Colors of Indica V2:
Mint white
Artic silver
Pastel green
Odyssey blue
Salsa red
Carbon black
Satin glow
Cavern grey
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INDICA’S PRODUCTS
PETROL VARIANTS
INDICA XETA GL {EURO III}
INDICA XETA GLE {EURO III}
INDICA XETA GLS{EURO III}
INDICA XETA GLG{EURO III}
INDICA XETA GLX{EURO III}
DIESEL N.A. VARIANTS
INDICA N.A.DLS {EURO II}
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INDICA N.A.DLS {EURO III}
DIESEL TURBO VARIANTS
INDICA TURBO DLS {EURO III}
INDICA TURBO DLG {EURO III}
INDICA TURBO DLX {EURO III}
DIESEL TAXI VARIANTS
INDICAB TAXI DL {EUROII}
INDICAB TAXI DLE {EUROII}
INDICAB TAXI DL {EUROIII}
INDICAB TAXI DLE {EUROIII}
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OTHER VARIANTS PRODUCTS
SPACIO GOLD PLUS
[3-lit turbo engine, 15 kmpl mileage, Good NVH, power steering, 4.9 mtr turning circle radius,
underbody spare wheel,]
VICTA DL TURBO SUMO
[15 kmpl mileage, Dl turbo tech., 70 PS power, Turning Circle Radius of small car, HVAC,
Keyless entry, CD/MP3 Player]
INDICA V2 DICOR
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[ 15 kmpl, techo mtr, digital clock, power steering, low fuel & high engine Temp warning lamps,
70 PS @4000rmp]
INDIGO MARINA
[15 kmpl, techo mtr HVAC, Keyless entry, CD/MP3 Player 70 PS @4000rmp & 140 Nm @
1800-3000rmp]
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RESEARCH STUDY
Introduction to the Project:
Automobile Industry in India has witnessed a tremendous growth in recent years and is all set to
carry on the momentum in the foreseeable future. Indian automobile industry has come a long
way and is one of the key sectors of the economy in terms of the employment.
In the recent years many foreign automobile companies have stepped into the Indian market,
making it more intensive and competitive.
The automobile companies are coming up with new innovative models with different features,
colour, and look whereas the dealers in collaboration with these companies are coming up with
different service and maintenance schemes in order to attract the customers.
After years of dominating the commercial vehicle market in India, Tata Motors entered the
passenger vehicle market in 1991 by launching the Tata Sierra, a multi utility vehicle. After the
launch of three more vehicles, Tata Estate (1992, a stationwagon design based on the earlier
'TataMobile' (1989), a light commercial vehicle), Tata Sumo (LCV, 1994) and Tata Safari (1998,
India's first sports utility vehicle). Tata launched the Indica in 1998, the first fully indigenous
passenger car of India. Though the car was initially panned by auto-analysts, the car's excellent
fuel economy, powerful engine and aggressive marketing strategy made it one of the best selling
cars in the history of the Indian automobile industry.
In my Summer Inplant Project duration, I am going to conduct a research study on “Customer
Satisfaction on the Tata Indica Passenger Car (all versions)”.
Need for the projects
Manickbag Automobiles (P) Ltd – Belgaum popularly known as Manickbag Automobiles is an
authorized dealer of Tata Passenger Cars caters to four districts of North Karnataka region.
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Manickbag Automobiles has to continuously evaluate its performance and customer satisfaction
as it faces a stiff competition from other dealers in this region like dealers of Maruti – Suzuki,
Honda, Skoda, Toyota, Ford etc.
In this project a sincere effort has been made to find out the customers perception towards all
versions of Tata Indica car and to evaluate the performance of these cars and measuring
customer satisfaction level. The information will be collected from the owners/drivers of Tata
Passenger Car in Belgaum region.
Project Details
Topic of the Study
A Study on “CUSTOMER SATISFACTION ON THE TATA INDICA PASSENGER CAR
(ALL VERSIONS)” in Belgaum city.
Objectives of the Study:
Main Objectives:
To measure the Customer satisfaction level on these cars.
To know the Customer perception towards different versions of Tata Indica.
To evaluate the performance of Tata Indica Passenger Cars.
To find the awareness level about the different versions of Tata Indica.
To know the factors influencing the buying behavior of customers.
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RESEARCH METHODOLOGY
Type of Research
The project is based on Descriptive Research and Explorative research.
Type of Data
Both Primary & Secondary data will be collected for the project.
Data Collection Method
1. Primary Data
Questionnaire
Questionnaire will be used as one of the instruments to collect the required data and as a guide to
interview the target audience. The questionnaire is designed to be structured & non disguised
type for the respondents.
Personal interview
Along with the questionnaire, the target audience will be asked questions, to get better
insights about Tata Indica.
Expert opinion
To get the better insight and to know about some technical problems if any and to know
about the Perception of customer about all versions of Tata Indica, we will be having
discussion with local car mechanics
2. Secondary Data
Websites, Newspaper & Magazines
Product brochures
Company officials
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Mechanics
Farmers
Survey Method
Initially personal interviews will be conducted with the existing customers/mechanics/company
official to get better insights about passenger car market & Tata Indica, based on this information
a questionnaire will be prepared which will be used to survey the target audience
Population
Owners/drivers/new buyer of passenger vehicle of Belgaum district.
Sampling Unit
Owners/drivers/new buyers of passenger cars.
Sample Size
From the Belgaum region 100 owners/drivers/new buyer of passenger cars.
Will be selected for the study.
Sampling Method
Non – probability, Convenient sampling method will be used for the survey.
Geographical Area
The survey will be conducted in the geographical area of Belgaum.
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DATA ANALYSIS AND INTERPRETATION
Frequency Table1: Annual Income of the respondent
Annual i ncome of the respondent
38 38. 0 39. 6 39. 6
51 51. 0 53. 1 92. 7
7 7. 0 7. 3 100. 0
96 96. 0 100. 0
4 4. 0
100 100. 0
100000-250000
250000-400000
400000 & above
Tot al
Valid
Syst emMissing
Tot al
Frequency Percent Valid PercentCumulat ivePercent
Graph1: Annual Income of the respondent
An n u a l i n c o me o f th e re s p o n d e n t
400000 & above250000-400000100000-250000
Pe
rce
nt
60
50
40
30
20
10
0
7
53
40
Interpretation : Among respondents surveyed, 40% of the respondents have their income level between 1 lakh-
2lakhs, 53% have their income between 2.5lakhs-4lakhs & 7% have their income between 4lakhs
& above.
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Frequency Table2: Variant of Tata Indica Passenger car
At present whi ch variant of Tata Indica passenger car do you own?
6 6. 0 6. 0 6. 0
15 15.0 15.0 21.0
41 41.0 41.0 62.0
19 19.0 19.0 81.0
8 8. 0 8. 0 89.0
8 8. 0 8. 0 97.0
3 3. 0 3. 0 100. 0
100 100. 0 100. 0
DLE Indicab (AC)
DLE(AC)
DLS (AC, PS)
GLE (AC)
GLE (LPG)
GLS (AC,PS)
GLS (LPG)
Total
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph 2: Variant of Tata Indica Passenger car
At p re s e n t wh ic h v a ria n t o f Ta ta In d ic a p a s s e n g e r c a r d o y o u o wn ?
GLS (LPG)
GLS (AC, PS)
GLE (LPG)
GLE (AC)
DLS (AC, PS)
DLE(AC)
DLE I ndicab (AC)
Pe
rce
nt
50
40
30
20
10
0 3
88
19
41
15
6
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Interpretation: Out of 100 respondent, 6% own Indica DLE indicab (AC), 15% have DLE (AC), 41% DLS (AC,
PS), 19% have GLE (AC), 8% have GLE (LPG), 8% have GLS (AC, PS) and 3% of the
respondents have GLS(LPG).
Frequency Table 3: Searching Information before buying car
Did y ou s e a rc h in form a tion for buy ing the c a r?
4 9 4 9 .0 4 9 .0 4 9 .0
5 1 5 1 .0 5 1 .0 1 0 0 .0
1 0 0 1 0 0 .0 1 0 0 .0
YES
NO
To ta l
Va l i dFre q u e n c y Pe rc e n t Va l i d Pe rc e n t
Cu mu la t i v ePe rc e n t
Graph 3: Searching Information before buying car
Did y o u s e a rc h i n fo rma tio n fo r b u y in g th e c a r?
NOYES
Pe
rce
nt
60
50
40
30
20
10
0
5149
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Interpretation: Out of 100 respondents surveyed, 49% expressed that they searched information for the car &
51%expressed that they have not searched for information.
Frequency Table 4: Comparison with other car brandsDid y ou c om pa re with othe r c a r bra nds tha t y ou we re a wa re off?
4 4 4 4 .0 4 4 .0 4 4 .0
5 6 5 6 .0 5 6 .0 1 0 0 .0
1 0 0 1 0 0 .0 1 0 0 .0
YES
NO
To ta l
Va l i dFre q u e n c y Pe rc e n t Va l i d Pe rc e n t
Cu mu la t i v ePe rc e n t
Graph 4: Comparison with other car brands
Did y o u c o mp a re wi th o th e r c a r b ra n d s th a t y o u we re a wa re o ff?
NOYES
Pe
rce
nt
60
50
40
30
20
10
0
56
44
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Interpretation: Among the respondents surveyed , 44% expressed that they compared the car with the other
Brands they were aware off.
Frequency Table 5: Age of the CarFrom how many years you are usi ng your exi st i ng car?
24 24. 0 24. 0 24. 0
59 59. 0 59. 0 83. 0
10 10. 0 10. 0 93. 0
7 7. 0 7. 0 100. 0
100 100. 0 100. 0
Less t han 2years
2 - 4 years
4 - 6 years
More t han 6 years
Tot al
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph 5: Age of the Car
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Fro m h o w ma n y y e a rs y o u a re u s i n g y o u r e x i s ti n g c a r?
More t han 6 years4 - 6 years2 - 4 yearsLess t han 2years
Pe
rce
nt
70
60
50
40
30
20
10
07
10
59
24
Interpretation: Among the respondents surveyed, 24% of the respondents expressed that they have vehicle of
age less than 2 years, 59% of the vehicle are between 2-4years, 10% between 4-6 years & 7% of
vehicle have age more than 6 years.
Frequency Table 6: Source of AwarenessHow di d you come to know about the exi st i ng car?
19 19. 0 19. 0 19. 0
19 19. 0 19. 0 38. 0
38 38. 0 38. 0 76. 0
24 24. 0 24. 0 100. 0
100 100. 0 100. 0
Company personal
Fr iends
Media
Self
Tot al
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph 6: Source of Awareness
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Ho w d i d y o u c o me to k n o w a b o u t th e e x i s ti n g c a r?
SelfMediaFr iendsCompany personal
Pe
rce
nt
40
30
20
10
0
24
38
1919
Interpretation: Out of the 100 respondents, 19% came to know about their vehicle through company personal,
19% from friends, 38% from media & 24% of them knew themselves.
Frequency Table 7: Factors Influenced to buy CarWhat infl uenced you to buy your exi sti ng car?
11 11.0 11.0 11.0
16 16.0 16.0 27.0
21 21.0 21.0 48.0
40 40.0 40.0 88.0
2 2. 0 2. 0 90.0
10 10.0 10.0 100. 0
100 100. 0 100. 0
Necessit y
St at us
Family
Friends
Advert isements
Others
Total
ValidFrequency Percent Valid Percent
Cumulat ivePercent
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Graph 7: Factors Influenced to buy Car
Wh a t i n fl u e n c e d y o u to b u y y o u r e x i s ti n g c a r?
Ot hers
Adver t isement s
Fr iends
Family
St at us
Necessit y
Pe
rce
nt
50
40
30
20
10
0
10
40
21
16
11
Interpretation:
Among the respondents surveyed, 40% of them were influenced by friends, 21% by family, 16%
were influenced by status and 11% of respondents expressed that they had necessity to buy the
vehicle.
Frequency Table 8: Ranking features of car which influenced to buy
MAM
Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Rank the fol l owi ng features of your car whi ch i nfl uenced you to buy that parti cul ar car?
25 25. 0 25. 0 25. 0
46 46. 0 46. 0 71. 0
7 7. 0 7. 0 78. 0
10 10. 0 10. 0 88. 0
3 3. 0 3. 0 91. 0
5 5. 0 5. 0 96. 0
4 4. 0 4. 0 100. 0
100 100. 0 100. 0
Pr ice
Mileage
Design & Technology
Brand
Resale value
Comf ort
Ut ilit y
Tot al
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph 8: Ranking features of car which influenced to buy
Ra n k th e fo l l o win g fe a tu re s o f y o u r c a r wh i c h in f l u e n c e d y o u to b u y th a t
Ut ilit y
Comf or t
Resale value
Brand
Design & Technology
Mileage
Pr ice
Pe
rce
nt
50
40
30
20
10
0 453
10
7
46
25
Interpretation:Among the respondents surveyed 46% ranked mileage as a feature which influenced them lot to
by that car, 25% ranked price and 10% of the respondents ranked the brand equity of Tata.
Frequency Table 9: Level of Importance - Comfortness
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Level of i mportance - Comfortness
87 87.0 87.0 87.0
12 12.0 12.0 99.0
1 1. 0 1. 0 100. 0
100 100. 0 100. 0
most import ant
Impot antant
Neut ral
Total
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph 9: Level of Importance - Comfortness
L e v e l o f i mp o rta n c e - Co mfo rtn e s s
Neut ralI mpot ant antmost impor t ant
Pe
rce
nt
100
80
60
40
20
0
12
87
Interpretation e:Among the respondents surveyed 87% expressed that the level of comfortness is most important
while buying a car.
Frequency Table 10: Level of Importance - Price
MAM
Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Level of i mportance - Pri ce
83 83.0 83.0 83.0
13 13.0 13.0 96.0
4 4. 0 4. 0 100. 0
100 100. 0 100. 0
most import ant
Impot antant
Neut ral
Total
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph 10: Level of Importance - Price
L e v e l o f i mp o rta n c e - Pri c e
Neut ralI mpot ant antmost impor t ant
Pe
rce
nt
100
80
60
40
20
0
13
83
Interpretation:Among the respondent surveyed, 83% expressed that the price is a most important attribute
while buying a car.
Frequency Table 11: Level of Importance - Power
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Level of i mportance - Power
73 73. 0 73. 0 73. 0
12 12. 0 12. 0 85. 0
12 12. 0 12. 0 97. 0
2 2. 0 2. 0 99. 0
1 1. 0 1. 0 100. 0
100 100. 0 100. 0
most import ant
I mpot ant ant
Neut ral
Least import ance
Very least impor t ance
Tot al
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph 11: Level of Importance - Power
L e v e l o f i mp o rta n c e - Po we r
Very least impor t anc
Least impor t ance
Neut ral
I mpot ant ant
most impor t ant
Pe
rce
nt
80
60
40
20
0
1212
73
Interpretation:Among the respondents surveyed, majority of the respondents is, 73% expressed that the ‘power
of vehicle’ is a ‘most important’ attribute while buying a car.
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Frequency Table 12: Level of Importance - Fuel ConsumptionLevel of i mportance - Fuel consumpti on
73 73. 0 73. 0 73. 0
3 3. 0 3. 0 76. 0
10 10. 0 10. 0 86. 0
12 12. 0 12. 0 98. 0
2 2. 0 2. 0 100. 0
100 100. 0 100. 0
most import ant
I mpot ant ant
Neut ral
Least import ance
Very least impor t ance
Tot al
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph 12: Level of Importance - Fuel Consumption
L e v e l o f i mp o rta n c e - Fu e l c o n s u mp ti o n
Very least impor t anc
Least impor t ance
Neut ral
I mpot ant ant
most impor t ant
Pe
rce
nt
80
60
40
20
0
1210
73
Interpretation:
Among the respondents surveyed, majority of the respondent is, 73% expressed that the ‘fuel
efficiency’ of a vehicle is also a ‘most important’ attribute while buying a car.
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Frequency Table 13: Level of Importance - SafetyLevel of i mportance - Safety
74 74. 0 74. 0 74. 0
1 1. 0 1. 0 75. 0
4 4. 0 4. 0 79. 0
12 12. 0 12. 0 91. 0
9 9. 0 9. 0 100. 0
100 100. 0 100. 0
most import ant
I mpot ant ant
Neut ral
Least import ance
Very least impor t ance
Tot al
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph 13: Level of Importance - Safety
L e v e l o f i mp o rta n c e - Sa fe ty
Very least impor t anc
Least impor t ance
Neut ral
I mpot ant ant
most impor t ant
Pe
rce
nt
80
60
40
20
09
12
4
74
Interpretation:
Out of 100 respondents, 74% expressed safety as a ‘most important’ a attribute while buying a
car, 12% least importance and 9% expressed it a very least important.
Frequency Table 14: Level of Importance - Resale value
MAM
Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Level of i mportance - Resal e val ue
73 73. 0 73. 0 73. 0
1 1. 0 1. 0 74. 0
1 1. 0 1. 0 75. 0
15 15. 0 15. 0 90. 0
10 10. 0 10. 0 100. 0
100 100. 0 100. 0
most import ant
I mpot ant ant
Neut ral
Least import ance
Very least impor t ance
Tot al
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph 14: Level of Importance - Resale value
L e v e l o f i mp o rta n c e - Re s a l e v a lu e
Very least impor t anc
Least impor t ance
Neut ral
I mpot ant ant
most impor t ant
Pe
rce
nt
80
60
40
20
0
10
15
73
Inference:
Out of respondents, 73% expressed resale value as a ‘most important’ attribute while buying a
car, 15% expressed it as ‘least important’ & 10% ‘very least important’
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Frequency Table 15: Awareness of all versions of Tata Passenger CarAre y ou a wa re of a ll v e rs ions of Ta ta Indic a Pa s s e nge r c a r?
2 9 2 9 .0 2 9 .0 2 9 .0
7 1 7 1 .0 7 1 .0 1 0 0 .0
1 0 0 1 0 0 .0 1 0 0 .0
YES
NO
To ta l
Va l i dFre q u e n c y Pe rc e n t Va l i d Pe rc e n t
Cu mu la t i v ePe rc e n t
Graph 15: Awareness of all versions of Tata Passenger Car
Are y o u a wa re o f a l l v e rs io n s o f Ta ta In d i c a Pa s s e n g e r c a r?
NOYES
Pe
rce
nt
80
60
40
20
0
71
29
Interpretation:
Among the respondents surveyed 71% of the respondents expressed that they were not aware of
all versions of tata indica passage car.
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Frequency Table 16: Rating of Mileage given by vehicleHow wi l l you rate the mi l eage gi ven by your vehi cl e?
17 17. 0 17. 0 17. 0
65 65. 0 65. 0 82. 0
13 13. 0 13. 0 95. 0
5 5. 0 5. 0 100. 0
100 100. 0 100. 0
Very good
Good
Neit her good nor poor
poor
Tot al
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph 16: Rating of Mileage given by vehicle
Ho w wi l l y o u ra te th e mi le a g e g i v e n b y y o u r v e h i c le ?
poorNeit her good nor pooGoodVery good
Pe
rce
nt
70
60
50
40
30
20
10
0 5
13
65
17
Interpretation :
Among the respondents rates surveyed 65% of the respondents expressed that the mileage given
by their vehicle as ‘good’ 17% expressed it as ‘very good’, 13% ‘neither good non poor’ & 5
rated as a ‘poor’.
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Frequency Table 17: Rating the level of ComfortnessHow wi l l you rate the l evel of comfortness of your vehi cl e?
34 34. 0 34. 0 34. 0
57 57. 0 57. 0 91. 0
6 6. 0 6. 0 97. 0
2 2. 0 2. 0 99. 0
1 1. 0 1. 0 100. 0
100 100. 0 100. 0
Very good
Good
Neit her good nor poor
poor
very poor
Tot al
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph 17: Rating the level of Comfortness
Ho w wi l l y o u ra te th e l e v e l o f c o mfo rtn e s s o f y o u r v e h ic le ?
very poor
poor
Neit her good nor poo
Good
Very good
Pe
rce
nt
70
60
50
40
30
20
10
06
57
34
Interpretation:
Out of the 100 respondents surveyed ,57% rated the level of comfortness given by their
vehicle as ‘good’,34% rated ‘very good’ and 6% rated it as ‘neither good nor poor’.
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Frequency Table 18: Rating the Frequency of Maintenance and RepairHow wi l l you rate the frequency of mai ntenance service and repai r needs of your
vehi cl e?
23 23.0 23.0 23.0
52 52.0 52.0 75.0
14 14.0 14.0 89.0
7 7. 0 7. 0 96.0
4 4. 0 4. 0 100. 0
100 100. 0 100. 0
Very f requent
Frequent
Neither f requentnor f requent
Inf requent
very f requent
Total
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph 18: Rating the Frequency of Maintenance and Repair
Ho w wi l l y o u ra te th e fre q u e n c y o f ma in te n a n c e s e rv i c e a n d re p a i r n e e d s
very f requent
I nf requent
Neit her f requent nor
Frequent
Very f requent
Pe
rce
nt
60
50
40
30
20
10
0 47
14
52
23
Interpretation:
Among the respondents surveyed , 52% expressed that the maintenance & repair needs of their
vehicle is frequent , 23% expressed it is ‘very frequent’ 14% it is neither frequent nor frequent,
7% infrequent & 5% very frequent.
Frequency 19: level of satisfaction-mileage
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Level of satisfacti on - Mi l eage
88 88.0 88.0 88.0
11 11.0 11.0 99.0
1 1. 0 1. 0 100. 0
100 100. 0 100. 0
Highly sat isf ied
sat isf ied
neit her sat isf iednor dissat isf ied
Total
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph19: level of satisfaction-mileage
L e v e l o f s a ti s fa c ti o n - Mi le a g e
neit her sat isf ied nosat isf iedHighly sat isf ied
Pe
rce
nt
100
80
60
40
20
0
11
88
Interpretation:
Majority of the respondents i e, 88% expressed that they are ‘highly satisfied as for as
mileage given by their vehicle is concerned.
Frequency 20: level of satisfaction- Comfortness
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Level of sati sfacti on - Comfortness
42 42. 0 42. 4 42. 4
44 44. 0 44. 4 86. 9
12 12. 0 12. 1 99. 0
1 1. 0 1. 0 100. 0
99 99. 0 100. 0
1 1. 0
100 100. 0
Highly sat isf ied
sat isf ied
neit her sat isf iednor dissat isf ied
dissat isf ied
Tot al
Valid
Syst emMissing
Tot al
Frequency Percent Valid PercentCumulat ivePercent
Graph 20: level of satisfaction- Comfortness
L e v e l o f s a ti s fa c ti o n - Co mfo rtn e s s
dissat isf ied
neit her sat isf ied no
sat isf ied
Highly sat isf ied
Missing
Pe
rce
nt
50
40
30
20
10
0
12
4442
Interpretation:
Majority of the customers expressed satisfaction over the comfortness of their vehicle
Frequency 21: level of satisfactions- maintenance & services
MAM
Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Level of sat i sfacti on - Mai ntenance & Servi ces
13 13. 0 13. 1 13. 1
51 51. 0 51. 5 64. 6
29 29. 0 29. 3 93. 9
3 3. 0 3. 0 97. 0
3 3. 0 3. 0 100. 0
99 99. 0 100. 0
1 1. 0
100 100. 0
Highly sat isf ied
sat isf ied
neit her sat isf iednor dissat isf ied
dissat isf ied
Highly dissat isf ied
Tot al
Valid
Syst emMissing
Tot al
Frequency Percent Valid PercentCumulat ivePercent
Graph21: level of satisfactions- maintenance & services
L e v e l o f s a ti s fa c ti o n - Ma i n te n a n c e & Se rv i c e s
Highly dissat isf ied
dissat isf ied
neit her sat isf ied no
sat isf ied
Highly sat isf ied
Missing
Pe
rce
nt
60
50
40
30
20
10
0 33
29
51
13
Interpretation:
Among the respondents surveyed, 51% expressed that they are satisfied over the
maintenance and service needs of their vehicle 13% expressed high satisfaction and 29% of
them expressed that they are neither satisfied nor dissatisfied.
Frequency22: level of satisfaction- speed
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Level of sati sfacti on - Speed
11 11. 0 11. 0 11. 0
26 26. 0 26. 0 37. 0
36 36. 0 36. 0 73. 0
24 24. 0 24. 0 97. 0
3 3. 0 3. 0 100. 0
100 100. 0 100. 0
Highly sat isf ied
sat isf ied
neit her sat isf iednor dissat isf ied
dissat isf ied
Highly dissat isf ied
Tot al
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph 22: level of satisfaction- speed
L e v e l o f s a ti s fa c ti o n - Sp e e d
Highly dissat isf ied
dissat isf ied
neit her sat isf ied no
sat isf ied
Highly sat isf ied
Pe
rce
nt
40
30
20
10
0 3
24
36
26
11
Interpretation:
Out of respondents surveyed 36% expressed that they 'are neither satisfied nor dissatisfied’ with
speed ,26% expressed that they are ‘satisfied’, 11% ‘highly satisfied’ and 24% of respondents
expressed ‘dissatisfaction’ on the speed of their vehicle.
Frequency 23: level of satisfaction- reliability
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Level of sati sfacti on - Rel i abi l i ty
8 8. 0 8. 0 8. 0
32 32. 0 32. 0 40. 0
25 25. 0 25. 0 65. 0
17 17. 0 17. 0 82. 0
18 18. 0 18. 0 100. 0
100 100. 0 100. 0
Highly sat isf ied
sat isf ied
neit her sat isf iednor dissat isf ied
dissat isf ied
Highly dissat isf ied
Tot al
ValidFrequency Percent Valid Percent
Cumulat ivePercent
Graph 23: level of satisfaction- reliability
L e v e l o f s a ti s fa c ti o n - Re l i a b i l i ty
Highly dissat isf ied
dissat isf ied
neit her sat isf ied no
sat isf ied
Highly sat isf ied
Pe
rce
nt
40
30
20
10
0
1817
25
32
8
Interpretation:
32% of the respondents expressed that they are ‘satisfied’ over the reliability, 25% of the
respondents are neither satisfied nor dissatisfied’, 17% are ‘dissatisfied’, and 18% of the
respondents expressed ‘high dissatisfaction’ over the reliability.
FINDING
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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1. Among respondents surveyed, 40% of the respondents have their income level between 1 lakh
- 2lakhs, 53% have their income between 2.5lakhs-4lakhs & 7% have their income between
4lakhs & above
2. Out of 100 respondent, 6% own Indica DLE Indicab (AC), 15% have DLE (AC), 41% DLS
(AC, PS), 19% have GLE (AC), 8% have GLE (LPG), 8% have GLS (AC, PS) and 3% of the
respondents have GLS(LPG).
3. Out of 100 respondents surveyed, 49% expressed that they searched information for the car &
51%expressed that they have not searched for information.
4. Among the respondents surveyed, 44% expressed that they compared the car with the other
brands they were aware off.
5. Among the respondents surveyed, 24% of the respondents expressed that they have vehicle of
age less than 2 years, 59% of the vehicle are between 2-4years ,10% between 4-6 years & 7% of
vehicle have age more than 6 years.
6. Out of the 100 respondents, 19% came to know about their vehicle through company personal,
19% from friends, 38% from media & 24% of them knew themselves.
SUGGESTION
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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1. Majority of the respondents were still unaware about different versions of Tata Indica
passenger. Therefore I suggest the company personals should take initiative to create awareness
about these versions.
2. According to the survey, most of the car buyers took at price of the vehicle. The Tata has
always kept the best, reasonable price for his products and also has been successful in it. The
Tata must set even better price for his products in the feature.
3. Most of the customers expressed concern over frequency of the maintenance & service
problems faced by their vehicle and expressed ‘high satisfaction’ over it. Therefore, I suggest
them to re look at the vehicle & re-develop in order to stop the frequency of these problems.
4.Tata Motors and its dealer have to consider not only market performance of its cars but also of
its competitor’s cars and at the same time keep the track of changing attitude of the customer in
changed situation.
5. Schemes & offers given by the company has or great influenced on the buying behavior of the
customer. Tata Motors & its dealers must give more attractive offers & schemes than their
competitors. There are few customers who are not influenced by offers & schemes, so to protect
their interest; they should come up with new feature, design & technology and services after
sales etc.
DISCUSSION AND CONCLUSION
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Majority of the respondents is, 53% have their income level between 2, 50,000-
4, 00,000 and most of them have business as their occupation. Majority of the respondents
have diesel engine Tata Indica with AC and power steering, as thing fuel is cheaper than
petrol & efficient.
Almost 50% of the respondents searched for information before buying the car
to select the best one. 44% of respondents compared with other car brands to know the
positive & negative points associated with their vehicle.
Majority of t he vehicle have their age between 2-4 years, this indicates that the
respondents have spent enough time with their vehicle and well experienced with
performance of car. 38% of respondents came to know about their vehicle through different
media. 40% of the respondents expressed that they were influenced by their friend to buy the
car. Majority of customer are driver by profession and this word –of mouth will create more
awareness about vehicle.
Majority of the customer i e, 46% expressed that they are influenced by mileage
of the car while buying the car and 25% were influenced by price of the car. Majority of the
customer expressed comfortness, price, power, fuel consumption, safety and resale value
attributes as ‘most important’ while buying car. These are the basic attribute of a vehicle and
most of the customers look their feature while buying car.
Majority of the customer i e, 71% are not aware about all versions Tata Indica
passenger car, so the company personal need to create awareness about all versions of Tata
Indica. Majority of the customers rated ‘good’ to the mileage and comfortness given by their
vehicle. Most of the customer (52%) expressed that their vehicle faced frequent maintenance
& service problems.
MAM
Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Majority of the customer expressed satisfaction over comfortness and
maintenance and service problems faced by their vehicle. Out of 100 respondents 26% were
‘satisfied’ 36% were neither satisfied nor dissatisfied & 24% dissatisfied on the speed of the
vehicle whereas most of them expressed satisfied on the reliability.
Questionnaire
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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Kindly fill in the following details
Name : - __________________________________
Address : - __________________________________
Age : - __________________________________
Occupation : - __________________________________
Contact No : - __________________________________
Please mention your Annual Income:
a) 10,00,000-25,00,000 [ ] b) 25,00,000- 40,00,000 [ ] c) 40,00,000 and above [ ]
1. At present which variant of Tata Indica passenger car do you own?
a. DLE Indicab (AC)
b. DLE (AC)
c. DLS (AC,PS)
d. GLE (AC)
e. GLE, LPG
f. GLS (AC,PS)
g. GLS, LPG
2. Did you search information for buying the car?
Yes No
3. Did you compare with other car brands that you were aware of?
Yes No
4. From how many Years you are using your existing car?
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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a). Less than 2 years
b) 2 to 4 years
c) 4 to 6 years
d) More than 6 yrs
5. How did you come to know about the existing Car?
a) Company Personal b) Friends
c) Media d) Self
6. What influenced you to buy your existing car?
a) Necessity b) Status c) Family
d) Friends d) Advertisements f) Others
7. Rank the following features of your car which influenced you to buy that particular car?
a. Price
b. Mileage
c. Design & Technology
d. Brand
e. Resale value
f. Comfort
g. Utility
8. What level of importance did you attach to the following attributes while buying your passenger car?
Attributes Most Important
Important Neutral Least Importance
Very least Importance
a)Comfortness
b)Price
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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c)Power
d)Fuel Consumption
e) Safety
f) Resale value
9. Are you aware of all versions of Tata Indica Passenger Car?
Yes No
10. How will you rate the mileage given by your vehicle?
a. Very good
b. Good
c. Neither good nor poor
d. Poor
e. Very poor
11. How will you rate the Level of Comfortness of your vehicle?
a. Very good
b. Good
c. Neither good nor poor
d. Poor
e. Very poor
12. How will you rate the frequency of maintenance service and repair needs of your vehicle?
a. Very frequent
b. Frequent
c. Neither frequent nor infrequent
d. Infrequent
e. Very infrequent
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Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
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13. Rate level of your satisfaction on following attributes of your car?
Attributes Highly
Satisfied
Satisfied Neither satisfied
nor Dissatisfied
Dissatisfied Highly
Dissatisfied
Mileage
Comfortness
Maintenance &
Services
Speed
Reliability
Thank you for your valuable time
BIBLOGRAPHY
MAM
Measurement of Customer Satisfaction level on Tata Indica Passenger Car (all versions)”
Page
Reference Books
Marketing Management -Phil ip Kotler
Marketing Research - A Parsuraman,Grewal,Krishnan
www.tatamotors.com
www.tatamanickbag.com
www.autoindia.net
www.automobileindia.com
www.thehindubusinessline.com
www.hmti.com
MAM