tatata

MAJOR PROJECT REPORT

ON

CUSTOMER SATISFACTION TOWARDS THE TATA MOTORS

SERVICE FOUR WHEELER

Submitted By: Submitted to:

Name of student: Anoop Abraham Name: Miss. Neha Spall

Enrolment no.: 01420601710 Designation: Assistant Professor

Batch: 2010-2013

TRINITY INSTITUTE OF PROFESSIONAL STUDIES

AFFILIATED TO GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY

ACKNOWLEDGEMENT

It is in particular that I am acknowledging my sincere feeling towards my mentor who graciously

gave me her time and expertise.

She has provided me with the valuable guidance, sustained efforts and friendly approach. It

would have been difficult to achieve the results in such a short span of time without her help.

I deem it my duty to record my gratitude towards my Project Supervisor MISS NEHA

SPALL who devoted her precious time to interact, guide and gave me the right approach to

accomplish the task and also helped me to enhance my knowledge and understanding of the

project.

Name of Student- ANOOP ABRAHAM

Roll. No- 01420601710

Course- BBA (GENERAL) 1st SHIFT

DECLARATION

I hereby declare that the following documented project report titled

CUSTOMER SATISFACTION TOWARDS THE TATA MOTORS

SERVICE FOUR WHEELER is an original and authentic work done by me for

the partial fulfilment of Bachelors of Business Administration degree

programme.

I hereby certify that all the endeavour put in the fulfilment of the task are genuine

and original to the best of my knowledge and I have not submitted it earlier

elsewhere.

Name of Student- ANOOP ABRAHAM

Course- BBA (GENERAL) 1st SHIFT

Roll. No- 01420601710

S.NO PARTICULARS Page no.

1 Chapter-1 (Introduction and Review)

Introduction to the project

Implementation of mutual funds

Industry Profile

2 Chapter-2 (Research Methodology)

Research Objective

Research Methodology

Research Design

Data Collection

Sampling Design

Sampling Instrument

3 Chapter-3 (Data Analysis and Interpretation)

Analysis of the problem under study

Interpretation of the result

4 Findings

5 Suggestions and Recommendations

6 Limitations

7 Conclusion

8 Bibliography

9 Annexure

CHAPTER 1:

INTRODUCTION

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.

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 Nellore district through one of its dealers M.G. Brothers. Hence we felt

the need of knowing about Customer satisfaction on the products of Tata moters and the

services of M.G. Brothers, in our study.

CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depends on the offers performance in relation to

the buyers expectations.

Satisfaction is a persons feeling of pleasure 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.

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 form their expectations. 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.

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, 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,. The information 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 companies measure 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 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 as

customers. 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

knows it.

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.

Customer Satisfaction Measurement: -

A basic and effective base line customer satisfaction survey program should focus on measuring

customer perceptions of how will the company delivers on the critical success factors and

dimensions of the business as defined by the customers:

For example:

Service Promptness

Courtesy of Staff

Responsiveness

Understanding the customer problem, etc.

The findings of the company performance should be analyzed both with all customers and by

key segments of the customer population. The essential starting point for Customer Satisfaction

Measurement (CMS) is exploratory research. Since satisfaction is about an organizations ability.

To meet customer requirement one has to start by clarifying with customers exactly what those

requirements are. This is done through

exploratory research using focus groups or one to one depth interviews. Two main factors

determine the accuracy of CMS. The first is the asking the right question and the second is the

asking them to the right people sample of customers which accurately reflects the customer base.

Three things decide the accuracy of a sample. They are:

It must be representative.

It must be randomly selected.

It must be adequate enough.

Measuring customer satisfaction

Organizations need to retain existing customers while targeting non-customers. Measuring

customer satisfaction provides an indication of how successful the organization is at providing

products and/or services to the marketplace. Customer satisfaction is an abstract concept and the

actual manifestation of the state of satisfaction will vary from person to person and

product/service to product/service. The state of satisfaction depends on a number of both

psychological and physical variables which correlate with satisfaction behaviors such as return

and recommend rate. The level of satisfaction can also vary depending on other factors the

customer, such as other products against which the customer can compare the organization's

products. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988

delivered SERVQUAL which provides the basis for the measurement of customer satisfaction

with a service by using the gap between the customer's expectation of performance and their

perceived experience of performance.

This provides the researcher with a satisfaction "gap" which is semi-quantitative in nature.

Cronin and Taylor extended the disconfirmation theory by combining the "gap" described by

Parasuraman, Zenithal and Berry as two different measures (perception and expectation) into a

single measurement of performance relative to expectation. The usual measures of customer

satisfaction involve a survey with a set of statements using a Linker Technique or scale. The

customer is asked to evaluate each statement in terms of their perception and

expectation of performance of the service being measured.

Methodologies

American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction.

Academic research has shown that the national ACSI score is a strong predictor of Gross

Domestic Product (GDP) growth, and an even stronger predictor of Personal Consumption

Expenditure (PCE) growth. On the microeconomic level, research has shown that ACSI data

predicts stock market performance, both for market indices and for individually traded

companies. Increasing ACSI scores has been shown to predict loyalty,word-of-mouth

recommendations, and purchase behaviour. The ACSI measures customer satisfaction annually

for more than 200 companies in 43 industries and 10 economic sectors.

In addition to quarterly reports, the ACSI methodology can be applied to private sector

companies and government agencies in order to improve loyalty and purchase intent. Two

companies have been licensed to apply the methodology of the ACSI for both the private and

public sector: CFI Group, Inc. applies the methodology of the ACSI offline, and Foresee Results

applies the ACSI to websites and other online initiatives. ASCI scores have also been calculated

by independent researchers, for example, for the mobile phones sector, higher education, and

electronic mail.

J.D. Power and Associates provides another measure of customer satisfaction, known for its top-

box approach and automotive industry rankings. J.D. Power and Associates' marketing research

consists primarily of consumer surveys and is publicly known for the value of its product awards.

Other research and consulting firms have customer satisfaction solutions as well. These include

A.T. Kearney's Customer Satisfaction Audit process, which incorporates the Stages of

Excellence framework and which helps define a companys status against eight critically

identified dimensions. For Business to Business (B2B) surveys there is the Info Quest box. This

has been used internationally since 1989 on more than 110,000 surveys (Nov '09) with an

average response rate of 72.74%. The box is targeted at "the most important" customers and

avoids the need for a blanket survey.

Improving Customer Satisfaction

Published standards exist to help organizations develop their current levels of customer

satisfaction. The International Customer Service Institute (TICSI) has released The International

Customer Service Standard (TICSS). TICSS enables organizations to focus their attention on

delivering excellence in the management of customer service, whilst at the same time providing

recognition of success through a 3rd

Party registration scheme. TICSS focuses an organizations

attention on delivering increased customer satisfaction by helping the organization through a

Service Quality Model. TICSS Service Quality Model uses the 5 P's - Policy, Processes People,

Premises, Product/Services, as well as performance measurement. The implementation of a

customer service standard should lead to higher levels of customer satisfaction, which in turn

influences customer retention and customer loyalty.

Customer Satisfaction Surveys:

Surveys and questionnaires are the most common marketing research methods. Typically, they

are used to:

Assess the level of customer satisfaction with a particular product, service or experience

Identify factors that contribute to customer satisfaction and dissatisfaction;

Determine the current status or situation of a product or service;

Compare and rank providers;

Estimate the distribution of characteristics in a potential customer population; or

Help establish customer service standards.

Benefits and Challenges:

Surveys allow an organization to quickly capture vital information with relatively little expense

and effort. A primary advantage of this method is its directness: the purpose is clear and the

responses straightforward. Additionally, the information gathered by surveys can easily be

analyzed and used to identify trends over time. The public views consumer product polls and

pollsters in a generally positive manner compared to political and other polls. One study found

that at least sixty percent of the public feels that market research about products and services has

a positive impact on society. Seventy percent consider the people who conduct such surveys to

have positive impacts on society. A major disadvantage of customer surveys is that the responses

may be influenced by the measurement itself through various forms of bias. For example, most

surveys are voluntary, and some researchers have found differences between survey respondents

and non-respondents. People who respond to

surveys answer questions differently than those who do not respond, and late responders answer

differently than early responders.

NEED FOR THE STUDY

These 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 by the company.

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.

TATA MOTORS is not only concerned with selling of their products they also concerned with

providing service to the customers after selling. So there is necessity for the company to find out

the satisfaction level of the customers, at different levels in the company. 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.

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

Steam engines powered cars by burning 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.

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. Electricity found greater success in

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

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.

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.

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 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.

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.

Hailed as the industry of industries by Peter Drucker, the founding father of the study of

management, in 1946, the automobile industry had evolved continuously with changing times

from craft production in 1890s to mass production in 1910s to lean production techniques in the

1970s.

The automotive industry in India grew at a computed annual growth rate (CAGR) of 11.5 percent

over the past five years, the Economic Survey 2008-09 tabled in parliament on 2nd July09 said.

The industry has a strong multiplier effect on the economy due to its deep forward and backward

linkages with several key segments of the economy, a finance ministry statement said.

The automobile industry, which was plagued by the economic downturn amidst a credit crisis,

managed a growth of 0.7 percent in 2008-09 with passenger car sales registering 1.31 percent

growth while the commercial vehicles segment slumped 21.7 percent.

Indian automobile industry has come a long way to from the era of the Ambassador car to Maruti

800 to latest M&M Xylo. The industry is highly competitive with a number of global and Indian

companies present today. It is projected to be the third largest auto industry by 2030 and just

behind to US & China, according to a report. The industry is estimated to be a US$ 34 billion

industry.

Indian Automobile industry can be divided into three segments i.e. two wheeler, three wheeler &

four wheeler segment. The domestic two-wheeler market is dominated by Indian as well as

foreign players such as Hero Honda, Bajaj Auto, Honda Motors, TVS Motors, and Suzuki etc.

Maruti Udyog and Tata Motors are the leading passenger car manufacturers in the country. And

India is considered as strategic market by Suzuki, Yamaha, etc. Commercial Vehicle market is

catered by players like Tata Motors, Ashok Leyland, Volvo, Force Motors, Eicher Motors etc.

The major players have not left any stone unturned to be global. Major of the players have got

into the merger activities with their foreign counterparts. Like Maruti with Suzuki, Hero with

Honda, Tata with Fiat, Mahindra with Renault, Force Motors with Mann.

Some of the early 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, and TELCO received approval.

Key Facts about Indias automobile industry:

India ranks 12th in the list of the worlds top 15 automakers.

Entry of more international players.

Contributes 5% to the GDP.

Production of four wheelers in India has increased from 9.3 lakh units in 2002-03 to 23 lakh

units in 2007-08.

Targeted to be of $ 145 Billion by 2016.

Exports increased from 84,000 units in 2002-03 to 280,000 units in 2007-08

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.

TATA COMPANY PROFILE

Tata Motors Limited, formerly known as TELCO (TATA Engineering and Locomotive

Company), was formed in 1945. A Tata motor is the flagship company of the Tata Group with an

annual turnover of approximately US $ 20 billion (92519 crore) for the year starting April 1st

2009 to March 31st 2010. More than 5.9 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 Tata mark. A Tata motor 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

stands testimony of the companys research and engineering expertise.

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.

A Tata motor has since grown from strength to strength.

A TATA motor is Indias premier and the only fully integrated automobile manufacture. It is

among the worlds top 10 commercial vehicle producers. 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 utility vehicle segments. The

company is the world's fourth largest truck manufacturer, and the world's second largest bus

manufacturer.

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). This is coupled with a

nation-wide customer support, sales and service network.

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

Stock Exchange (September 2004), has also emerged as an international automobile company.

Through subsidiaries and associate companies, Tata Motors has operations in the UK, South

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

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

Vehicles Company, South Korea's second largest truck maker. The rechristened Tata Daewoo

Commercial Vehicles Company has launched several new products in the Korean market, while

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

commercial vehicle exports out of South Korea are from Tata Daewoo. In 2005, Tata Motors

acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, 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 enjoys a significant demand in export market like Europe, Australia, South

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

now. It has franchisee/joint venture assembly operations in Kenya, Bangladesh, Ukraine, Russia,

Senegal and South Africa.

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.

Customer sensitive approaches towards building products and state-of-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.

In 2005, Tata Motors created a new segment by launching the Tata Ace, India's first

indigenously developed mini-truck.

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

world have been looking forward to. The Tata Nano has been subsequently launched, as planned,

in India in March 2009. A development, which signifies a first for the global automobile

industry, the Nano brings the comfort and safety of a car within the reach of thousands of

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

cost). Designed with a family in mind, it has a roomy passenger compartment with generous leg

space and head room. It can comfortably seat four persons. Its mono-volume design will set a

new benchmark among small cars. Its safety performance exceeds regulatory requirements in

India. Its tailpipe emission performance too exceeds regulatory requirements. In terms of overall

pollutants, it has a lower pollution level than two-wheelers being manufactured in India today.

The lean design strategy has helped minimise weight, which helps maximise performance per

unit of energy consumed and delivers high fuel efficiency. The high fuel efficiency also ensures

that the car has low carbon dioxide emissions, thereby providing the twin benefits of an

affordable transportation solution with a low carbon footprint.

In May 2009, Tata Motors 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.

MILESTONES ACHIVED

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:

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.

1991:

Launch of the first indigenous passenger car of Tata Siera.

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.

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.

1997:

Tata Sierra Turbo launched 10000,000th 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.

Launch of CNG buses.

2001:

o Indica V2 launched 2nd generation indica.

o Indica V2 becomes Indians number one car in its segment.

o Exits joint venture with Daimler Chrysler.

2002:

Unveiling of the Tata Sedan at Auto Expo 2002.

5,00,000th passenger vehicle rolled out.

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

2003:

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

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

Motors Limited.

2004:

Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign investment

agreement

Tata Motors completes acquisition of Daewoo Commercial Vehicle Company

Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the heavy duty

truck 'NOVUS' , in Korea

Tata Motors lists on the NYSE

2005:

Tata Motors rolls out the 500,000th Passenger Car from its Car Plant Facility in

Pune

Branded buses and coaches - Starbus and Globus - launched

Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish bus

manufacturing Company

Tata Motors wins JRD QV award for business excellence.

Inauguration of new factory at Jamshedpur for Novus

Tata TL 4X4, India's first Sports Utility Truck (SUT) is launched

Launch of Tata Novus

Launch of Novus range of medium trucks in Korea, by Tata Daewoo

Commercial Vehicle Co. (TDCV)

2006:

Tata Motors and Marcopolo, Brazil, announce joint venture to manufacture fully

built buses & coaches for India & markets abroad

Tata Motors first plant for small car to come up in West Bengal

Tata Motors extends CNG options on its hatchback and estate range

TDCV develops South Korea's first LNG-Powered Tractor- Trailer

Tata Motors and Fiat Group announce three additional cooperation agreements

2007:

Construction of Small Car plant at Singur, West Bengal, begins on January 21

Tata Motors and Thonburi Automotive Assembly Plant Co. (Thonburi), announce

formation of a joint venture company in Thailand to manufacture, assemble and

market pickup trucks.

Tata-Fiat plant at Ranjangaon inaugurated

Fiat Group and Tata Motors announce establishment of Joint Venture in India

2008:

Ace plant at Pantnagar (Uttarakhand) begins production.

Indica Vista the new generation Indica, is launched.

Tata Motors' new plant for Nano to come up in Gujarat.

Tata Motors unveils its People's Car, Nano, at the ninth Auto Expo.

Xenon, 1-tonne pick-up truck, launched in Thailand.

Tata Motors signs definitive agreement with Ford Motor Company to purchase Jaguar

and Land Rover.

Tata Motors completes acquisition of Jaguar Land Rover.

Tata Motors is Official Vehicle Provider to Youth Baton Relay for The III

Commonwealth Youth Games Pune 2008.

2009:

Tata Marcopolo Motors, Dharwad plant beings production

Tata Motors launches Nano - The People's Car

Launch of premium luxury vehicles - Jaguar XF, XFR and XKR and Land Rover

Discovery 3, Range Rover Sport and Range Rover from Jaguar and Land Rover in

India

Tata Nano wins the Indian Car of the Year (ICOTY) Award

Tata Motors acquires remaining 79% in Hispano Carrocera.

2010:

Appointment of Mr. Carl-Peter Forster as Managing Director of Tata Motors.

Tata Motors to construct heavy truck plant in Myanmar under Government of Indias

Line of Credit.

Tata Motors declared as the Commercial Vehicle Maker of the Year.

Tata Motors Passenger Car Division launches Tata Motors Service Edge for leading

edge customer service.

Chief Minister of Punjab inaugurates Tata Motors supported State Institute of

Automotive and Driving Skills.

Tata Motors appoints Mr. Carl-Peter Forster as Group CEO.

Tata Motors Group displays the widest range of products and environment-friendly

technologies at Auto Expo 2010.

2011:

Tata Venture launched

Launch of Tata Divo Luxury Coach and Tata Starbus Ultra

Launch of Tata Nano 2012

Tata Sumo Gold introduced

Range Rover Evoque launched in India

New Tata Indica Vista launched

Tata Magic IRIS and Tata Ace Zip launched

Tata Indica eV2 introduced with 25 kmpl mileage

Tata Pixel, a city car concept for Europe, displayed at the Geneva Motor Show

Refreshed Tata Indigo Manza introduced

Tata Prima ConsTruck range launched

Tata Motors unveiled assembly plant in South Africa

Tata Nano began international journey with Sri Lanka

Tata Motors completes 50 years of its International Business

Jaguar Land Rover inaugurated its vehicle assembly plant in Pune

Tata Nano launched in Nepal

HVTL amalgamates into HVAL renamed as TML Drivelines Ltd.

Tata Motors (Lucknow) produced & dispatched the first Hybrid Chassis to Spain

Tata Motors (Dharwad) rolled out the first Tata Ace Zip

Tata 407 celebrated its silver jubilee year

Jaguar celebrates 50 years of iconic E-Type

2012:

Tata Motors enters Bangladeshs new car market

Tata Ace races through the one-million mark in just 2,680 days

Tata Safari Storme, the Real SUV, hits the road

Launch of PT Tata Motors Indonesia

Tata Motors plant at Dharwad comes on stream

Tata Motors enters into distribution agreement in Myanmar

Launch of Tata Ace in South Africa

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)

Minicar (Indica) Ltd > (Minicar)

CHAPTER: 2

RESEARCH

METHODOLOGY

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.

RESEARCH DESIGN

Descriptive Research & Explanatory Research approach has been taken up for the project.

Descriptive Research-: Descriptive research attempts to describe systematically a

situation, problem, phenomenon, service / programmer describes attitudes towards

an issue.

Exploratory Research -: It attempts to clarify why and how there is a relationship

between two or more aspects of a situation or phenomenon

I. Collection of Primary Data:

Communication and observation are the two basic means used by me 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.

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 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.

III. Sampling Procedure:

Sample Size: 100

Sampling Procedure: Simple random sampling approach has been adopted

CHAPTER 3

DATA ANALYSIS AND

INTERPRETATION

Data Analysis And Interpretation:

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 analyse and achieve the objectives

1. What made you to buy this vehicle?

TABLE 1

S. No. Features No. of Respondents %

1. Model 23 23

2. Price 13 13

3. Quality 21 21

4. Brand Name 29 29

5. 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. The brand

name of the TATA and quality of product should be taken care of while providing service.

23

13

21

29

14

0

5

10

15

20

25

30

35

Model Price Quality BrandName

OtherBenefits

No

. o

f R

esp

on

den

ts

Reason for buying TATA Vehicle

Model

Price

Quality

Brand Name

Other Benefits

2. 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 2


1. Delighted 4 4

2. Very satisfied 27 27

3. Satisfied 45 45

4. Somewhat dissatisfied 12 12

5. Very dissatisfied - 0

6. No response 12 12

100 100

Inference :

76% of the customers are satisfied about the explanation about the benefits, features, etc.,

at the time of purchase, out of which 27% are very satisfied, also 12% are somewhat dissatisfied,

so the company had to made more effort to satisfy the dissatisfied customers

4

27

45

12

0

12

0

5

10

15

20

25

30

35

40

45

50

Delighted Very satisfied Satisfied Somewhatdissatisfied

Verydissatisfied

No responseNo

. o

f R

es

po

nd

en

ts

Satisfaction Level

Delighted

Very satisfied

Satisfied

Somewhat dissatisfied

Very dissatisfied

No response

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

TABLE 3


1. Delighted 12 12


3. Satisfied 42 42



6. 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 so the sale personnel are performing their task quite

efficiently. Also there are 4% customers that are somewhat dissatisfied and 12% had not

responded to the above question

12

30

42

4

0

12

0

5

10

15

20

25

30

35

40

45


Verydissatisfied

No response

No

. o

f R

es

po

nd

en

ts

Satisfaction Level

Delighted

Very satisfied

Satisfied


Very dissatisfied

No response

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

TABLE 4


1. Delighted 23 23


3. Satisfied 25 25



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

23

44

25

8

0 0

5

10

15

20

25

30

35

40

45

50


Very dissatisfied

No

. o

f R

esp

on

de

nts

Satisfaction Level

Delighted

Very satisfied

Satisfied


Very dissatisfied

5. Are you satisfied with the reception of the service advisor?

TABLE 5


1. Delighted 11 11


3. Satisfied 30 30



100 100

Inference :

As we see that 61% of the customers are more than just satisfied by the reception of the service

advisors, thus the service advisors are performing their duties with perfection, there are only 9%

customers that are somewhat dissatisfied from service advisors

11

50

30

9

0 0

10

20

30

40

50

60


Very dissatisfied

No

. o

f R

esp

on

de

nts

Satisfaction Level

Delighted

Very satisfied

Satisfied


Very dissatisfied

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

etc.,

TABLE 6


1. Delighted 13 13


3. Satisfied 51 51


5. Very dissatisfied 2 2

100 100

Inference :

51% of the customers are satisfied by the facilities of the service station, 30% are very satisfied,

the valuable suggestions can be taken from the unsatisfied customers to improve the facilities

8

30

51

11

0 0

10

20

30

40

50

60


Very dissatisfied

No

. o

f R

esp

on

de

nts

Satisfaction Level

Delighted

Very satisfied

Satisfied


Very dissatisfied

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

TABLE 10


1. Yes 85 85

2. 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.

85%

15%

Yes

No

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

TABLE 8


1. Delighted 6 6


3. Satisfied 34 34



100 100

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. Thus 20% of the customers are not totally satisfied with the solution for their

problem thus the service advisor has to provide most satisfactory solution

6

40

34

16

4

0

5

10

15

20

25

30

35

40

45


Very dissatisfied

No

. o

f R

esp

on

de

nts

Satisfaction Level

Delighted

Very satisfied

Satisfied


Very dissatisfied

9. 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 13


1. Delighted 10 10


3. Satisfied 34 34



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% are delighted and 9% are very

dissatisfied.

10

33 34

19

4

0

5

10

15

20

25

30

35

40


Very dissatisfied

No

. o

f R

esp

on

de

nts

Satisfaction Level

Delighted

Very satisfied

Satisfied


Very dissatisfied

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

TABLE 14


1. Delighted 10 10


3. Satisfied 37 37



100 100

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.

10

41

37

12

0 0

5

10

15

20

25

30

35

40

45


Very dissatisfied

No

. o

f R

esp

on

de

nts

Satisfaction Level

Delighted

Very satisfied

Satisfied


Very dissatisfied

11. Are your receiving our service reminders regularly ?

TABLE 17


1. Yes 56 56

2. 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.

56%

44% Yes

No

12. Have you been informed about the next service schedule ?

TABLE 18


1. Yes 60 60

2. No 40 40

100 100

Inference :

60% of the customers have been informed about the next service schedule. Where as 40%

of the customers are not informed about the next service schedule

60%

40%

Yes

No

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

TABLE 19


1. Delighted 4 4


3. Satisfied 46 46



100 100

Inference :

46% of the customers are satisfied with the overall performance of the workshop, 42%

are very satisfied, 7% are somewhat dissatisfied, 4% are delighted and 1% is very dissatisfied

4

42

46

7

1

0

5

10

15

20

25

30

35

40

45

50


Very dissatisfied

No

. o

f R

esp

on

de

nts

Satisfaction Level

Delighted

Very satisfied

Satisfied


Very dissatisfied

CHAPTER 4

FINDINGS

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.

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, 140% 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.

73% of the customers say that they are being informed if any extra job is required to their

vehicle. Where as 27% of the customers are not informed about the extra job required for

their vehicle.

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.

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.

53% of the customers are very satisfied with the quality of washing, 27% are satisfied, 12%

are delighted, 7% are somewhat dissatisfied and 1% is very dissatisfied.

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.

46% of the customers are satisfied with the general appearance of the workshop, 40% are

very satisfied, 8% are delighted, 4% are somewhat dissatisfied and 2% are very dissatisfied.

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.

60% of the customers have been informed about the next service schedule where as 40% of

the customers are not informed about the next service schedule.

46% of the customers are satisfied with the overall performance of the workshop 42% are very

satisfied, 7% are somewhat dissatisfied, 4% are delighted and 1% is very dissatisfied

CHAPTER 5

CONCLUSIONS

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

CHAPTER 6

SUGGESTION AND

RECOMMENDATIONS

SUGGESTIONS AND RECOMMENDATIONS

Prompt delivery of the vehicle should be made.

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.

MG Brothers 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.

CHAPTER 7

LIMITATIONS

LIMITATIONS

Due to the limited time available at the disposable of the researcher, the study has

been confined.

The data was not fully available on the internet.

There was cost involved in making this project.

The data collected may be inaccurate somewhere as some information is collected

from the Internet.

Limited information through secondary research report is basic hindrance in finding out

the true results related to investments in mutual fund schemes by an investor.

Sample size is limited to 100 only. Thus sample size does not adequately represent the

national market.

Market is very demographical.

Limited time was another constraint.

CHAPTER 8

BIBLIOGRAPHY

BIBLIOGRAPHY

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

PROF. G.C.BERI

Marketing Management (the Millennium edition & 8th

Edition)

PHILIP KOTLER

WWW,WIKIPEDIA.COM

WWW.TATAMOTORS.COM

CHAPTER 9

CUSTOMER FEED BACK

Dear sir/Madam

I , Anoop Abraham doing my B.B.A in Trinity Institute Of Professional

Studies . My project title is study on Customer satisfaction towards TATA MOTORS

SERVICE. I would be greatly oblige 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 :

E-Mail :

Vehicle Model :

Vehicle Number :

Address :

QUESTIONNARIES:

1. What made you to buy this vehicle

a) Model b) Price c) Quality

d) Brand name e) Other benefits

2. 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

3. How is the reception at the time of enquiry by the sales personal



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



5. How is the attitude of the service personnel



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

etc.,



7. Are the services being attended correctly to the relevant complaint

a) Delighted b) No

8. Are you satisfied with the quality of washing



9. 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.



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

a) Delighted b) Very satisfied c) satisfied


11. Do you feel labour and spare parts charge reasonable



12. Are you receiving our service reminders regularly

a) Yes b) No

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



Sir, I heart fully thank you for sparing your valuable time for me

Anoop Abraham

Place :

Date : Signature

tatata

Documents

introduction introduction

student anoop abraham

major project report

annexure chapter

review introduction

precious time

good mobility

right approach