Customer Satisfaction on Tata Motors 2

7/27/2019 Customer Satisfaction on Tata Motors 2

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SUMMER TRAINING PROJECT REPORTON

CUSTOMER SATISFACTION AT

TATA MOTORS PVT. LTD

UNDER THE DEALERSHIP OF

SRM MOTOR PVT LTD LUCKNOW.

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE MASTERS

DEGREE IN BUSINESS ADMINISTRATION

OF

SAROJ INSTITUTE OF TECHNOLOGY & MANAGEMENT LUCKNOW

SUBMITTED TO:

Saikat

SUBMITTED BY:

Mohd Atahar

Roll no- 1012370023


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ACKNOWLEDGMENT

It is said, the most important single word is we and the zero important

single word is I. This true even in today s modern era. It is absolutely

impossible for a single individual to complete the assigned job without help

and assistance from others. It is my greatest pleasure to acknowledge

sincere gratitude towards Mr.Arindam ghosh (Sales Manager), Ms.Anupam

Tiwari ( HR MANAGER) SRM MOTOR PVT LTD (Indias Biggest

Dealership of TATA Auto Ltd), for the completion of the project work.

I would also like to acknowledge to my sincere gratitude to the Head of

Department of my institute Ms shilpi adhikari and my project guide for this

project work our respected Dean Mr. D.vashnaya.

I am thankful to all of my friends and batch mates for their help in

completing this project work. Finally, I am thankful to my entire family

members for their great support and encouragement.

MOHD.ATAHAR

MBA 3

rd

sem.ID.

SAROJ INSTITUTE OF TECHNOLOGY & MANAGEMENT LKO


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TABLE OF CONTENTS

Serial No. Particulars

1. EXECUTIVE SUMMARY....1-2

2. Objective..3-3

3. Introduction.....4-4

4. Company Profile......5-25

5. Key Staff.26-31

6. Marketing Research.32-36

7. Research Design 37-428. Limitation and Recommendation 43-43

9. Finding and Suggestions...44-45

10. Conclusion ...46-52

11. Scope of the work52-53

12. Research Methodology.54-61

13. Observation and findings.62-63

14. Tata Indica Vista Review..64-66

15. Bibliography.67-67


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EXECUTIVE SUMMARY

The objective of the project was to do Market Research and customer

Satisfaction for TATA MOTORS for that we have to understand the

customer needs, Income, constraints, response and emotions The objective

of this study was to analyze consumer satisfaction of mechanical splicing in

Lucknow region with respect to the performance, sales effort and salesservice.

As the company was new and it was yet to be marketed to a large

number of Customers, it was essential to know the feedback of customers in

order to formulate effective marketing and sales strategies in future and

improve the Quality of service to achieve better consumer satisfaction. The

site visits and campaigns made us possible to measure the satisfaction of

consumer by identifying the attributes, which gave consumer-varying

Degrees of satisfaction.

Questionnaire based on company format some attributes like requirement

of Customer and sales services offered by company were identified as

critical (Motivational) factors for providing satisfaction to consumers, while

other Factors like excisable deposit center, premium collocation was time to

time And also intimation regaining before the collocation of premium. But

Absence of such hygienic factors definitely results in a dissatisfied

consumer.

These hygienic factors could result in selling but their absence can

certainly Unseal the product offering. For this a questionnaire was prepared


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which gave a vague idea about the People who were really interested and

wanted to know about various new segments of product r

Range, in the Automobile sector. Go through questionnaire in different

Different area and people in the Lucknow

region. The study was undertaken for Lucknow region during two months.

The researchers were given first 15 days for collection of data and scanning

the data. The questionnaire contains various Aspects like there. Customer

feedback come through the basis of catalog of existing customer of TATA

motors Ltd. We get strong feed back from customer, regarding their

customer interests, their complain, and there admire for TATA MOTOR

Faimily Vehicles.


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Objective of the Study

To find out the level of customer satisfaction on the basis of their

feedback.

To determine the companies position in term of reliability basis of

customer feedback

To find out behavior of the customer for TATA MOTORS

products

To find out other what are the aspect that bind up the customer

after sales services.

What are the customer relationship network management policies

of the companies, at level of dealership

How the company deliver value added services to customer to

make them satisfied

What are the factor where customer are uncomfortable to deal with

TATA product.

To evaluate the customer preference for TATA MOTORS

product.

To Study the market strategy adopted by the TATA MOTORS.

To research and work on promotional policy of Mahindra

Compare results with other outside competitors.

To identify the factor that increase the demand for TATA MOTORS products.


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INTRODUCTION


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COMPANY PROFILEChairman Ratan Tata (C) speaks as Ravi Kant (L), company's Managing

Director and P.M. Telang, Executive Director of commercial vehicles,

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

consolidated revenues of Rs.70, 938.85 crores (US $ 14 billion) in 2008-09.

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.

The company's 23,000 employees are guided by the vision to be "best in

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

in our value system and ethics."

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

and breadth of India. Over 4 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 power trains. The company is establishing a new plant at

Sanand (Gujarat). The companys dealership, sales, services and spare parts

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

markets Fiat branded cars in India.

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

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

international automobile company. Through subsidiaries and associate

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

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

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

Commercial Vehicles Company, South Korea's second largest truck


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maker. The rechristened Tata Daewoo Commercial Vehicles Company haslaunched 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, with an option to acquire the remaining stake as

well. Hispano's presence is being expanded in other markets. In 2006, it formed

a joint venture with the Brazil-based Marco polo, a global leader in body-

building for buses and coaches to manufacture fully-built buses and coaches forIndia 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 throughexports since 1961. The company's commercial and passenger vehicles are

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

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

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

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

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

translate them into customer-desired offerings through leading edge R&D. Withover 2,000 engineers and scientists, the company's Engineering Research

Centre, established in 1966, has enabled pioneering technologies and

products. The company today has R&D centers in Pune, Jamshedpur,

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

which developed the first indigenously developed Light Commercial Vehicle,

Indias 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

Indias largest selling car in its segment. In 2005, Tata Motors created a new


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segment by launching the Tata Ace, India's first indigenously developedmini-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 andtransportation 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 minimize weight, whichhelps maximize 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 newrange of world standard trucks. 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.

In June 2009, the exciting new range of premium luxury vehicles from

Jaguar and Land Rover were introduced for the Indian market. These include

the Jaguar XF, XFR and XKR and Land Rover Discovery 3, Range Rover Sport

and Range Rover.


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The years to come will see the introduction of several other innovativevehicles, all rooted in emerging customer needs. Besides product development,

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 andelectronic components for automotive and computer applications, and

automotive retailing 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 initiatives on

labor and environment standards in compliance with the principles of the Global

Compact. In accordance with this, it plays an active role in community

development, serving rural communities adjacent to its manufacturing locations.With the foundation of its rich heritage, Tata Motors today is etching a refulgent

future.

Present Time

In present times, Tata Motors continues to be a brand to reckon with. It's no

mean task to be the largest car manufacturing company in India.

In 2004, Tata Motors got itself listed on the NYSE.

In 2005, the company became one of the top 10 corporations in India.

In March 2008, Tata Motors acquired the British Jaguar Land Rover business

from Ford Motors.


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Popular Tata Motors Brands

Some of the popular Tata Motors products have been listed below.

Safari 2.2 vtt

Tata Indigo eCS

Tata Indigo Manza

Tata Indica eV2

Tata Indica Vista

Tata Nano

Tata Grande MK II

Tata Motor's Nano Car

Tata Aria

Tata Venture

Victa DI Turbo

Tata Motors is manufacturing a car, Nano that aims to be the world's most

inexpensive production car. The Nano car is priced around Rs. 1, 00,000. That

has caused other automobile companies like Bajaj Auto and Mahindra-Renault

to announce plans to launch cars within the same price range.

International operations

In recent years, Tata Motors has expanded globally and now has significantpresence in several, major countries of the world. Tata Motors carries out

production and assembly operations in the following countries.

South Korea

Thailand

South Africa

Argentina


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PLANTS OF TATAMOTORS

Tata Motors' plants are located at Jamshedpur (eastern India), Pune and

Sanand (west), and Lucknow and Pantnagar (north). Tata Motors and Fiat have set up acommon manufacturing facility at Ranjangaon, near Pune.

Tata Motors is India's largest automobile company, with consolidated revenues of Rs

92,519 crore ($20 billion) in 2009-10. Through subsidiaries and associate companies,

Tata Motors has operations in the UK, South Korea, Thailand and Spain. Among them

is Jaguar Land Rover, the business comprising the two iconic British brands. It also has

an industrial joint venture with Fiat in India.

Tata Motors is the country's market leader in commercial vehicles and among the

top three in passenger vehicles. It is also the world's fourth largest manufacturer of

medium / heavy commercial vehicles, and the second largest bus manufacturer. Tata

cars, buses and trucks are being marketed in several countries in Europe, Africa, theMiddle East, South Asia, South East Asia and South America.

The company, formerly known as Tata Engineering and Locomotive Company,began manufacturing commercial vehicles in 1954 with a 15-year collaboration

agreement with Daimler Benz of Germany. It has, since, developed Tata Ace, India'sfirst indigenous light commercial vehicle, Tata Safari, India's first sports utility vehicle,

Tata Indica, India's first indigenously manufactured passenger car, and the Nano, theworld's cheapest car.

Tata Motors has over 1,400 engineers and scientists in six R&D centres in India,South Korea, Spain and the UK.

Areas of businessTata Motors makes passenger cars, multi-utility vehicles and light, medium and heavy

commercial vehicles.

Passenger cars: The company launched the compact Tata Indica in 1998, the sedan

Indigo in 2002 and the station wagon Indigo Marina in 2004. Tata Motors also

distributes Fiats cars in India.

Utility vehicles: The Tata Sumo was launched in 1994 and the Tata Safari in 1998.

Commercial vehicles: The commercial vehicle range extends from the light two-

tonne truck to heavy dumpers and multi-axled vehicles in the above 40-tonne

segment.


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Passenger buses: The company also manufactures and sells passenger buses, 12-

seaters to 60-seaters, in the light, medium and heavy segments.

Joint ventures, subsidiaries, associatesTata Motors has joint ventures with Marcopolo, the Brazil-based maker of bus and

coach bodies, and with Fiat Auto (to build a commercial vehicle at Fiat's facilities inCrdoba, Argentina).

Other associates include:

Tata Daewoo Commercial Vehicle Company, a 100-per cent subsidiary of Tata

Motors in the business of heavy commercial vehicles.

Tata Motors European Technical Centre is a UK-based, 100-per cent subsidiary

engaged in design engineering and development of products.

Telco Construction Equipment Company makes construction equipment and allied

services. Tata Motors has a 60 per cent holding; the rest is held by Hitachi Construction

Machinery Company, Japan.

Tata Technologies provides specialised engineering and design services, product

lifecycle management and product-centric information technology services.

Tata Motors (Thailand) is a joint venture between Tata Motors (70 per cent) and

Thonburi Automotive Assembly Plant Co (30 per cent) to manufacture and market the

companys pickup vehicles in Thailand.

Tata Cummins manufactures high horsepower engines used in the companys

range of commercial vehicles.

HV Transmissions and HV Axles are 100-per cent subsidiaries that make gearboxes

and axles for heavy and medium commercial vehicles.

TAL Manufacturing Solutions is a 100-per cent subsidiary that provides factory

automation solutions and designs and manufactures a wide range of machine tools

Hispano Carrocera is a Spanish bus manufacturing company in which Tata Motors

has a 21-per cent stake

Concorde Motors is a 100 per cent subsidiary retailing Tata Motors range of

passenger vehicles

Tata Motors Finance is a 100 per cent subsidiary in the business of financing

customers and channel partners of Tata Motors.


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TATA Indica-Technical specifications

Tata Indica eV2 is the most fuel efficient hatchback from Tata Motors in India. It

was launched on March 10th 2011. In the name Tata Indica eV2 e stands for

economical. It is an upgraded version of Tata Indica V2. As per as the official reports

of ARIA (Automotive Research Association of India), the new vehicle has capacity to

generate 25 Kmpl. The price tag of this car stands at low compare to similar

hatchbacks.

Tata Indica eV2 Engine Recently launched Tata Indica eV2 is loaded with new

CR4 Common Rail Diesel engine that has a displacement of 1396 cc delivering 70 PS

at 4000 RPM. The new CR4 engine has got massive power; compare to earlier model it

has 32 percent of more power, 65 percent of increasing torque and 46 percent of better

fuel efficiency. It is available in both petrol and diesel versions in domestic market.

New Tata Indica eV2, a 5-speed Manual Gear Transmission hatchback holds an

autonomous Wishbone, Semi-trailing Arm suspension in it.


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Tata Indica


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Tata Indica ev2 Interiors Tata Indica eV2 comes with extraordinary interiorfeatures. The wide dashboard with quality AC vents provides you soothe even in the

long journeys. It is a five-seater where you need not to agonize about space. Head and

leg room is excellent compare to other similar models in India. The features like Single

DIN music system with USB and AUX port, wooden finish for the centre console,

Tachometer, New graphic decals on the front and rear door, power steering, armrests,

gear Knob, body colored mirrors, elegant Dashing board, and Air condition adds much

more comfort with good fuel efficiency. The seats inside the car look tiny yet it can

give enough room to feel comfy. It has Shadow beige interiors which give airy andspacious feel. All the passengers will get adequate space and head rests to feel free.

Tata Indica eV2 Exteriors Tata Indica exterior features. The broad 14 inch

alloy wheels looks sporty; it has got a new tail and rear bumper which makes the car

even sportier. The aerodynamic design of the car allows air intake very freely. The

smartly designed grille looks great having Tatas logo eV2 has awesome light cluster

right at the centre. It looks very similar to Tata Nano from the rear. The plastic wheelarcs have been removed to give cleaner look.

Tata Indica eV2 Safety Features

Tata Indica eV2 is loaded with advance safetyfeatures like Seatbelts, ABS, child safety locks on rear doors, anti-submarine seats,

collapsible steering column, Clutch to start feature, headlamp leveler, provision for

rear fog lamps and side intrusion beam on all four doors. The electronic instrument

cluster looks classy with all new tachometer with two trip meters that are equippedwith light intensity controls etc make the car perfect.
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Tata Indica eV2 Colors Tata Indica eV2 is available in mind blowing colors likeMint White, Apple Green, Arctic Silver and Neo Orange in India.

Tata Indica eV2 Models Tata Indica eV2 is available in 4 models they are

Tata Indica eV2 L

Tata Indica eV2 LE

Tata Indica eV2 LS Tata Indica eV2 LX

Tata Indica eV2 Mileage - Tata Indica eV2 is the most fuel efficient car in India, it

gives 18 Kmpl in City and 25 Kmpl in Highways. According to the official pressrelease of the Company, This mileage of 25 kmpl is hinged on three technological

advancements.

1) SMART EMS (Engine Management System) CHIP that involves perfectly

calibrating every minute engine component to optimize functionality - Right fromvalve timing to compression ratios to pressure volume ratios, it flawlessly synchronizesevery engine function to deliver this mileage.

2) MAXIMUM CHARGE COMBUSTION - An innovatively designed engine blockand piston assembly that ensures effective intake and circulation of charge (mixture of

air and fuel), thereby almost preventing friction between parts. The result is max

combustion of charge, increased efficiency and power.

3) DRAG REDUCTION - Redesigned wheel arches and subtle alterations on the

exterior combined with a lighter shell and engine have collectively contributed to

making the car more aerodynamic, reducing the drag coefficient.
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Tata Indica eV2 PriceThe diesel version ofTata Indica eV2 is in the range of Rs.

3.95 lakhs and Rs. 4.77 lakhs. Whereas the petrol version is price starts at Rs. 2.95lakhs and goes up to Rs. 3.58 lakhs in India.

Tata Indica eV2 Competitors - Tata Indica eV2 directly competes with the models

like ford figo, maruti wagonr, maruti swift, maruti santro and it also competes with theupcoming models like maruti cervo, honda brio, and toyota etios liva in indian market.

Tata Indica eV2 Specifications Tata Indica eV2 comes with a powerful CR4

Common Rail Diesel engine that has a displacement of 1396 cc delivering 70 PS at

4000 RPM. It has extraordinary safety features like anti-submarine seats, collapsible

steering column, Clutch to start feature, headlamp leveler, provision for rear fog lamps,Seatbelts, ABS, child safety locks on rear doors, and side intrusion beam on all fourdoors etc. It is capable to churn 25 Kmpl of mileage.

Tata Indica eV2 Maintenance Cost Tata Indica eV2 maintenance cost is very low;

you will get 3 car services for free from Company. Tata has wide network around the

country so you need not to worry about the spare parts. You will get guanine

accessories of this model around the country. You may need to spend less than 7

thousand for general service like Oil change, Fuel Injector Cleaning, electrical worketc.
http://www.carsingh.com/new/ford-figo.htmlhttp://www.carsingh.com/new/maruti-suzuki-wagonr.htmlhttp://www.carsingh.com/new/maruti-suzuki-swift.htmlhttp://www.carsingh.com/new/honda-brio.htmlhttp://www.carsingh.com/car-images/tata-ev2-wallpaper.jpghttp://www.carsingh.com/new/honda-brio.htmlhttp://www.carsingh.com/new/maruti-suzuki-swift.htmlhttp://www.carsingh.com/new/maruti-suzuki-wagonr.htmlhttp://www.carsingh.com/new/ford-figo.html


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Tata Indica eV2 Ride and HandlingWhile driving Tata Indica eV2 you will feel

like touching the sky. The powerful engine generates excellent pulling power. Autodrive assist feature guarantees that the engine does not booth even if the foot is

completely taken off the clutch pedal, allowing the driver to easily handle his foot to

the accelerator when driving on undulating roads.

Compare Tata Indica eV2 with other models

Tata Indica eV2 vs Toyota Etios LivaThe cost of both cars is very much similar.

Toyota Etios Liva looks better than Tata Indica eV2, when it comes to mileage Tata

Indica eV2 will be the best. compare tata indica ev2 and toyota etios liva on theTechnical basis, features, Specifications, Price andTechnical data.
http://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Toyota-Etios-Liva-J.htmlhttp://www.carsingh.com/toyota/toyota-etios-liva-wallpaper.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/toyota/toyota-etios-liva-wallpaper.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/toyota/toyota-etios-liva-wallpaper.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Toyota-Etios-Liva-J.html


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Tata Indica eV2 vs Ford Figo Tata Indica eV2 is bit costlier than Ford Figo and it

has very good pulling power along with the excellent fuel efficiency. Ford Figo looksgreat and it has won Car of the year award. Compare Tata Indica eV2 and FordFigoon the Technical basis, features, Specifications, Price and Technical data.

Tata Indica eV2 vs Maruti Swift - Tata Indica eV2 churns better mileage than Maruti

Swift and cheaper than it. Whereas Maruti Swift has got huge response from the

customers and has won many awards and it looks amazing. Compare Tata IndicaeV2 and Maruti Swift on the Technical basis, features, Specifications, Price and

Technical data.
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Tata Indica eV2 vs Maruti Ritz - Tata Indica eV2 is bit expensive than Maruti Ritz

but it generates better mileage. Whereas Maruti Ritz looks awesome, it provides good

leg and head space with advanced safety features. Compare Tata Indica eV2 andMaruti Ritzon the Technical basis, features, Specifications, Price and Technical data.

Tata Indica eV2 vs Maruti WagonR - Tata Indica eV2 is little costlier than Maruti

WagonR with good fuel efficiency. Tata Indica eV2 has better look sportier with its 14

inch Alloy wheels whereas Maruti WagonR looks dump. Compare Tata Indica eV2and Maruti WagonR on the Technical basis, features, Specifications, Price andTechnical data.
http://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Maruti-Suzuki-Ritz-Vxi-%28ABS%29-BS-IV.htmlhttp://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Maruti-Suzuki-Ritz-Vxi-%28ABS%29-BS-IV.htmlhttp://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Maruti-Suzuki-Ritz-Vxi-%28ABS%29-BS-IV.htmlhttp://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Maruti-Suzuki-WagonR-VXi-BS-III.htmlhttp://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Maruti-Suzuki-WagonR-VXi-BS-III.htmlhttp://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Maruti-Suzuki-WagonR-VXi-BS-III.htmlhttp://www.carsingh.com/maruti/maruti-wagonr.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/maruti/maruti-ritz.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/maruti/maruti-wagonr.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/maruti/maruti-ritz.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/maruti/maruti-wagonr.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/maruti/maruti-ritz.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/maruti/maruti-wagonr.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/maruti/maruti-ritz.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/maruti/maruti-wagonr.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/maruti/maruti-ritz.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/maruti/maruti-wagonr.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/maruti/maruti-ritz.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Maruti-Suzuki-WagonR-VXi-BS-III.htmlhttp://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Maruti-Suzuki-WagonR-VXi-BS-III.htmlhttp://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Maruti-Suzuki-Ritz-Vxi-%28ABS%29-BS-IV.htmlhttp://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Maruti-Suzuki-Ritz-Vxi-%28ABS%29-BS-IV.html


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Tata Indica eV2 vs Honda Brio - Honda Brio will be costlier than Tata Indica eV2

but looks impressive. The new Tata Indica eV2 has capacity to churn better mileagethan Honda Brio.Compare Tata Indica eV2 and Honda Brioon the Technical basis,features, Specifications, Price and Technical data.

The Tata advantage

Easy maintenance

Broader service center

Enhanced service

Smooth and comfortable operation

Reliable and durable performance

Powerful turbo engine

Showrooms and Workshops

Showrooms and Workshops are well equipped with latest technology and

skilled manpower, Customer satisfaction is the prime Moto of the Company

and an efficient team of highly experienced personnel do their best to

understand the needs of a customer and then suggest the models best suited

to his/her requirements. Special attention is given to the models that are

popular choices.
http://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Honda-Brio-Base.htmlhttp://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Honda-Brio-Base.htmlhttp://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Honda-Brio-Base.htmlhttp://www.carsingh.com/honda/honda-brio.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/honda/honda-brio.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/honda/honda-brio.jpghttp://www.carsingh.com/tata/tata-ev2-pictures.jpghttp://www.carsingh.com/new/car-compare-Tata-Indica-eV2-LX-vs-Honda-Brio-Base.html


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Organization has a QUALITY MANAGEMENT SYSTEM

Customer satisfaction is the main Moto of the company which gives an

edge in the market and makes a brand image.

Organizational structure

RAPL has got an edge with other competitors is just because of strong and

efficient team headed by C E O. Company has made several departments withdepartment heads for smooth functioning of business under a certain

guidelines and certain set principles for smooth flow of system .

Marketing Department:

The most important department is headed by the Sales Manager and local

administration is in the hand of General Manager. Whole sales team areguided and motivated by the C E O of the Company who takes in principal

decision of sales and makes sales policy considering market situation and

other factors which helps sales manger to take decisions. Strong sales team

with well coordination with the sales executives, Car sales in the market is one

step ahead than other competitors and moreover customer satisfaction is also

a key-note for market capture.

Delivery Department:

Delivery In charge of this department takes care of the delivery of four

wheelers. A

Delivery Executive is also appointed to perform the delivery ceremony and

make all efforts to make the delivery process quite social and memorable for

the customer. Delivery department has also got key role to play.


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Customer Care Department:

Customer care Department is also important and sensitive department

where customer satisfaction is the prime Moto of the company. Company is

very much sensitive towards customer satisfaction. Customer care manager

does timely PSF and keeps a track of all the customers and passes on

information about new advancements from time to time. Customer care

manager organizes regular customer meets and encourages more and more

customers participation for sharing their car buying experience, learn moreabout safety tips and warranty clause etc.

Accessories Department:

There is a accessories incharge in Accessories Department. Accessories

incharge promote the accessories sale with special focus on MGA. Work of

accessories Executive is to maintain the stock of accessories purchased and

keep a record of the parts that are old he potential while/after delivery in thecar. To do the fitting work, there are fitters under the Accessories Incharge.

Insurance Department:

Insurance department looks after the new insurance plans that provide

benefits to the customers. Insurance manager maintains record about new

insurance schemes as well as the old ones. Insurance executive, who worksfor the renewal of existing insurance plan, assists him. This department also,

has tele-callers to inform customers about the expiry of the insurance of their

four wheeler and also about the prevailing offers and schemes for insurance

renewal through insurance.


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Finance and Accounts Department:

Accounts and finance department is the important department, headed by

Accounts Managers, controls all accounting, Tax and Banking matter of the

Company. In this department support staffs like Accounts assistant ,Computer

operator, Cashier looks after the day to day punching , Banking transactions

and other financial transaction of the Company. Accounts department is the

controlling department for companys income and expenses.

Human Resource Department

Human Resource Department is headed by the Human Resource Manager

(H R M). H R Manager has a key role to play in the company which consists to

Hire and retain competent work force to achieve the goal of the Organization

in an effective and efficient manner. Human resource Managers main duty is

to look after the overall satisfaction of the employees. The H R executive helps

to develop the potential of employees fully and motivate them to sharpen andimprove their skills for better performance.

ORGANISATIONAL CHART

SRM MOTORS PVT LTD

Vikas Nagar Ring Road,

Lucknow


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Designation

Managing Director

General Manager:

Accounts Manager

Sales Manager

Human Resource Manager

True Value Manager

Insurance Manager

Work Manager

Accessories Manager

Spare Parts Manager

Accounts Manager:

Accounts assistants

Computer Operators

Sales Manager:

Team leaders:

Dealer Sales Executives (DSE) Resident Dealer Sales executives (RDSE)

Human Resource Manager

H R assistant

True Value Manager

True Value evaluators

Customer Care executive.


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Insurance Manager:

Tele Callers

Computer operators

Insurance assistants.

Works Manager :

Supervisors:

Mechanics

Electrician

Asst. Mechanic

Accessories Manager:

Accessories Asst.Staff.

Spares Parts Manager:

Asst. in spares parts.


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Sales Hierarchy

Telecallers DSSM Receptionist or

Showroom

Hostess

Sales manager

(Car)

Director/C.E.O

HR Department Accounts Department

Chief Of

Operations

Asst. SalesManager

CRO Delivery Officer

Flat Indica Vista Indigo ManzaNano

TL TL TL TL TL TL

Sales Manager

UP Country

Aria

Safari

Grande

Venture

Sales

executive

Sales

executive

Sales

executiveSales

executive

Sales

executiveSales

executiv


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Service Hierarchy

Director/C.E.O

HR Department Chief of operations Accounts Depart ment

G.M Service

CRM WORKS MANAGER

Receptionist CRO Service Adviser Tele Caller Team Leader

Spare parts

Department

Job controller

Technician


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KEY STAFF

Company Name: SRM Motors Pvt. Ltd.

Address: 11/CP-2 Ring Road, Vikas Nagar, Lucknow 226022

Email:[email protected]

Type: Private

Founded : 4 july 2010-

Key People: Mr. Piyush Agarwal (Managing Director)

COO- Mr. Y.N Shukla

Managerial Hierarchy SRM Motors Pvt.Ltd

Managing Director - Mr. Piyush Agarwal

General Manager (COO) - Mr. Y.N Shukla

Human Resource Manager - Ms. Anupam tiwari

Sales Manager - Mr. Arindam Ghosh (UV)

Mr. Arya Vishwash Dwivedi (Car)

Dealership Sales Satisfaction Manager (D.S.S.M) - Ms. Swati Samrat

Workshop Manager - Mr. Pankaj Malviya

Accounts Manager - Mr. Mukesh Sinha


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MechanicCustomerCare

Manager

Mechanic

Jr.Mechanic

Electrician-

> denter

painter

Duties and Responsibilities of the Staff

To sale maximum vehicles.

To maintain all the a/c with honesty.

To create healthy environment in the organization.

To co-operate with each other in the organization.

To maintain good relation with the customers.

WORKSHOP

MANAGEMENT

Mr. Pankaj Malviya

Service

Advisor/

Supervisor

Pre-

delivery

Inspection

Accidental

Unit

Customer

Manager

Back

Office


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To be in the office at right time.

To provide all the facilities and services to the customers which are given

by Company to their customer?

To complete the target of selling vehicles of dealers.


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MARKETING RESEARCH

Marketing research plays an important role in the process of marketing

starting with market component of the total marketing talks. It helps the firm toacquire a better understanding of the consumers, the competition and the

marketing environment.

Definition

Marketing research is a systematic gathering, recording and analysis

marketing problem to facilitate decision making.

- Coundiff & Still.

Marketing research is a systematic problem analysis, model building and fact

finding for the purpose of important decision making and control in the

marketing of goods and services.

-Phillip Kotler.

Main Steps Involved In Marketing Research

Defining the Marketing Problem to be tackled and identifying the market

research problem involved in the task.

Define the problem and its objectives.

Identify the problem

Determine the information needed. Determine the sources of information.

Decide research methods.

Tabulate, Analyze and interpret the data.

Prepare research report.

Follow-up the study.


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(b)Secondary Data:- These are generally published

sources, which have been collected originally for some other purpose. Source

are internal company records, government publication, reports & publication,

reports & journals, trade, professional and business associations publications& reports.

Decide Research methods for collecting data :- If it is found that the

secondary data cannot be of much use, collection of primary data become

necessary. Three widely used methods of gathering primary data are

A) SurveyB) Observation

C) Experimentation

A) Survey Method: - In this method, information gathered directly from

individual respondents, either through personal interviews or through mail

questionnaires or telephone interviews.

B) Observation Method: - The research data are gathered through observing

and recording their actions in a marketing situation. This technique is highly

accurate. It is rather an expensive technique.

C) Experimental Method: - This method involves carrying out a small scaletrial solution to a problem, while at the same time, attempting to control all

factors relevant to the problem. The main assumption here is that the test

conditions are essentially the same as those that will be encountered later

when conclusions derived from the experiment are applied to a broader

marketing area.


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D) The Panel Research:- In this technique the same group

of respondents is contacted for more than one occasion, and the information

obtained to find out if there has been any in their taste demand or they want

any special quality, color, size, packing in the product.

a) Preparation of questionnaire

b) Presetting of questionnaire

c) Planning of the sample

Tabulate, Analysis and Interpret the Data:-

The report must give/contain the following information:-

a) The title of research

b) The name of the organization for which it has been conducted

The objectives of research

The methodology used

Organization and the planning of the report

A table of contents along

The main report containing the findings

Conclusion arrived at end recommendations suggested

Appendices (containing questionnaire / forms used, sample design,

instructions)


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RESEARCH DESIGN

Advertising is a paid form of non-personal presentation and promotion ofideas, goods or services by an identified sponsor.

RESEARCH PROBLEMSeek the general perception of consumer towards commercial vehicles.To find the performance of vehicles vis--vis other Brands.

To know the consumer psyche and their behavior towards the car.

RESEARCH OBJECTIVES & related sub objectives

To know the earning (liability) of Tata Nano

To know awareness of people towards passenger vehicles.

To know which passenger vehicle is most liked by the consumer

To know which advertisement tool is mostly preferred by people.

To know the preference of TATA Nano with comparison to other competitive

brands.

To know the market share of Tata Nano

Choice of research design alternatives & choice

The two general types of research are:

Despite the difficulty of establishing an entirely satisfactory classification

system, it is helpful to classify marketing research on the basis of the

fundamental objectives of the research. Consideration of the different types,

their applicability, their strengths, and their weakness will help the student to

select the type best suited to a specific problem.

Exploratory research

Exploratory research seeks to discover new relationship, emphasis on

discovery of ideas. Marketing researches devote a significant portion of their

work on exploratory studies when very little is known about the problem being

examined.


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Conclusive researchConclusive studies attempts to determine the frequency

with which something occurs or the relationship between two phenomenons.

Usually conclusive studies assume certain under underlying characteristics of

the market or have some precise statement of research questions/hypothesis.

Research instrument used - details & why?If one wants to know what type of dentifrice people use, what they think of,

television commercials, or why they buy particular brands of cars, the natural

procedure is to ask them. Thus, the questionnaire method has come to be the

more widely used of the two data collection method. Many consumers are now

familiar with the telephone caller who greets them with We are making a

survey, and then proceeds to ask a series of questions. Some interviews are

conducted in person, others by telephone, and others by mail. Each of these

has its special advantages and disadvantages and limitations. The

questionnaire method in general, however, has a number of pervasive

advantages and disadvantages. Discussion of particular variations will be

more meaningful if these characteristics of the general methods are brought

out first.

A questionnaire consists of list of questions to be asked from the respondents

and the space provided to record the answer / responses. Questionnaire can

be used for the personal interviews, focus groups, mails and telephonic

interviews. The choice among these alternatives is largely determined by the

type of information to be obtained and by the type of respondents from whom

it is to be obtained.

The common factor in all varieties of the questionnaire method is this reliance

on verbal responses to question, written or oral.


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Questionnaire in the project consists of:

Multiple choice questions

Open end questions

Dicthomus

Multiple choice questions:Questions of this type offer the respondents an alternative to choose the right

answer among others. It is faster, time saving and less biased. It also

simplifies the tabulating process.

Open end questions:In this type respondents are free to answer in their own words and express the

ideas they think are relevant, such questions are good as first questions or

opening questions. They introduce the subject and obtain general reaction.

Dicthomus:These are the questions which are Boolean in nature. These answers are

straightforward and respondents have to answer them in a straight way. That

means the answer can only be either Yes or No.


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Sampling Technique Used & Sample SizeSample design is a definite plan of obtaining some items from the wholepopulation. The sample design used in this project is two state sampling i.e.

Cluster and convenience. In the probability sampling methods, each items inthe sample is chosen one at a time from a complete list of universe elements.In marketing research practice, it will sometimes be more expedient to selectclusters or groups of universe elements, rather than to choose sample itemsindividually.Sampling methods in which universe elements are chosen in groups ---- ratherthan individually -- are called cluster-sampling methods. They are widely usedin the sampling of human populations. When no complete universe listingexists, a type of sampling is called area sampling may be the only practically

feasible form of probability sampling.

Non-disguised, structured techniquesThe non structured techniques for attitude measurement are primarily of valuein exploratory studies, where the researcher is looking for the salient attributesof given products and the important factors surrounding purchase decisions asseen by the consumer. Structured techniques can provide a more objectivemeasurement system, one which is more comparable to a scale or ayardstick. The term scaling has been applied to the efforts to measureattitudes objectively, and a number of useful scales have been developed.

Sampling methodsSample design is a definite plan of obtaining some items from the wholepopulation. The sample design used in this project is two state sampling i.e.cluster sampling and convenience sampling. The total sample size was 100.

Cluster SamplingHere the whole area is divided into some geographical area and a definitenumber of consumers were to be surveyed.


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Sampling1. Sampling Technique: Non probability sampling

(A non probability sampling technique is that in which each element in thepopulation does not have an equal chance of getting selected)2. Sample Unit: People who buy passenger car available in retail outlets,superstores, etc3. Sample size: 100 respondents (Age ranging between 20 yrs to 50 yrs)4. Method: Direct interview through questionnaire.

5. Data analysis method: Graphical method.6. Area of survey: Lucknow District.7. Timing of survey: 10.00 am to 6.00 pm

Method used for data col lect ion -field work

Questionnaire was prepared keeping the objective of research in mind.

Questions were asked to respondents as regards to their willingness to

purchase passenger car.

The help of questionnaires conducted direct interviews, in order to get

accurate information.

In order to get correct information I had to approach consumers ranging from

23 yrs to 70 yrs.

I visited as many respondents as I can and asked them their real likings about

any passenger car and also got an idea, how a passenger car should be?


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Limitations

There is Limited time available for interviewing the respondents. As a result

of this it was not possible to gather full information about the respondents.

As summer training is going under summer season so sometime people

are less interested in filling up questionnaire.

If the respondents answer does not falls between amongst the options

given then it will turn up to be a biased answer.

Some respondents do not tell their actual details.


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My Findings

There are equal numbers of people who are self employed and in service.

During the survey I found that still there are 50% people who were not having

any passenger car.

Most of the people said indica fits in the city traffic

During the survey I found that young people are more attractive towards

feature of the model.

I found that most of the people have a TATA companys car.

80% people satisfy with the performance of car.

In my finding TV channel is more effective media for advertisement.

Comparison of model is more effective advertisement.


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Suggestions

Tata has always been a product centric company. Its no way a consumer

oriented company. It is visible from all the passenger products it has launched.

The only advantage it enjoys presently is its first mover advantage but it cant

enable you to sustain competitive advantage for a longer period. Nano andIndica good initiatives but where are the looks of a passenger car. Look at the

roof, the positioning of tail lamps, indicator positioning of headlamps, no side

indicator in Nano etc. the difference between a transport vehicle and a

passenger must be evident strongly.


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Conclusion

Tata is one of the biggest Automotive Industry of India. It has a great goodwill

in the Automotive Market. There are many big automotive companies are in

the Indian Automobile Market.

Advertisement is more effective tools for sales of passenger car. SoAdvertisement plays an important role to purchase a car.

According to my survey young people are more influence by advertisement for

purchasing the passenger car. In this age group the people more like and

believe the advertisement which shows feature of the model it means what is

the speed, looks, mileageetc.

In my conclusion TV channel is more effective media for giving the

advertisement.


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COMPETITORS

India's largest industrial conglomerate, Tata Group runs more than 90

companies with activities ranging from manufacturing and chemicals to

consumer products and business services. Auto maker Tata Motors made big

news with its ultra-cheap Nano car and its acquisitions of Land Rover and

Jaguar from Ford in 2008.

Tata Motors believes in technology for tomorrow. Their products stand

testimony to this. their annual expenditure on R&D is approximately 2% of our

turnover. They have also set up two in-house Engineering Research Centers

that house India's only Certified Crash Test Facility. They ensure that our

products are environmentally sound in a variety of ways.

SWARAJ MAZDA

Swaraj Mazda Limited. The Company's principal activity is to manufacture and

sale of commercial vehicles and spares for both goods and passenger

applications.

Swaraj Mazda is a joint venture of Swaraj Enterprise and Mazda. Swaraj

symbolizes best Indian technology and engineering, and Mazda has R&D and


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innovation edge on global scale. The company produces vehicles for goods

and passenger applications, such as Bus, Ambulance, Water Tanks, Trucks,

etc.

The company introduced indigenously developed bus in 1987. They

manufactures Light Commercial Vehicles like Ambulance, Police personnel

carriers, Trucks, Buses, water tankers and special vehicles.

The company exports its products to various countries like Bangladesh, Kenya,

Tanzania, Nepal, Zambia, Ghana, Ivory Coast, Rwanda, Seychelles Syria and

Jordan.

TECHNOLOGY

MAHINDRA MAXXIMO MINI TRUCK DEBUTS IN SOUTH INDIA

Mahindra & Mahindra Ltd. today announced the launch of the Maxximo, 0.85

tonne capacity mini-truck, in Southern India. Maxximo will be available at Rs.

2.87 lakh (BSIII ex-showroom price in Karnataka). Maxximo is powered by the

worlds first 2-cylinder C2 CRDe engine with DOHC technology and 4 valves

per cylinder. In north, west and east regions of the country, the Maxximo, has


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gained a market-share of 23%. Maxximo comes with Mahindras guarantee of

a Zero Maintenance Offer. This is valid for the first year or 40,000 km.

TATA

The MN 49 and MN 40 have been developed keeping the unique

requirements of the Indian market in mind. They incorporate Navistars

MaxxForce engine which has been proven across the world for power and

fuel efficiency. Their spacious and ergonomic design coupled with a better

power to weight ratio and a high load carrying capacity makes them ideal for

quick delivery of goods.

Swot Analysis

STRENTH

company has establish a good brand name and market value

is very high it give highly competitive advantage to the company.

Major proportion of Customer loyalty toward the

TATA products.


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TATA product specially design for price sensitive

customer more comfortable reliable in term of body, engine

and other facture and more economic in term of mileage and

maintains.

TATA take strategic and competitive advantage to acquisition

of foreign automotive companies across the world.

Weakness

Tata automotive ltd is not well established in the field of

heavy commercial vehicles there is only one product Mahindra

Navistar launch recently in the market .

Customer face problem is the field easy availability of spare part

of the vehicles in the market.

There is some technical fault in the clutch and break system


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(hydraulic break) that are not convenient to operative for a driver.

Opportunity

Tata has great opportunity in the field of heavy commercial

vehicle

In the field of sport utility vehicle it has going to

acquire Ssasangyung Utility vehicle

It has great opportunity in the field of two wheeler segments now it

Introduction its 2wheeler in the market but future prospect is very beneficial

It can use some power/fuel saving technology hybrid power technology to revel

with other competitors. It has vast scope to expected in international market

Threat

Govt. usually changing policies regarding to the technology

that has been used such as BS-1, BS-2 now go for BS-3 this

the threat for company to introduces new technology survive in

the market .

Companies competitors are in very strong position such as


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Ashoka Leyland, Tata, Eischer, Swarj Majda ,Forcemaan etc.

They have strong base in the field of HCV/LCV customer

known them for strong durability but Mahindra hold strong

position in field of utility and passenger vehicle

Trend of merger and acquisition can create problem for

existence of the company in future market.


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SCOPE OF STUDIES

Need for measuring customer satisfaction.

Customers are too good to lose

---------- Lets keep them happy!

Customer is the king.

In the era of cutthroat competition and economic recession, above axiom has

more importance than ever before.

Marketing starts with the customer and ends the customer.

Peter Drucker.

So no organization, small or big ignores the customers.

Earth is not the center of universe but revolves around the Sun .

-Copernicus.


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Similarly, we have come to believe that business firm is not the center of

economic universe but revolves around the customer.

Build customer and not only products.Building customers is not a single step

exercise but a process ------.


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RESEARCH METHODOLOGY

INTRODUCTION

Research is an art of scientific investigation through search for new facts in any

branch of knowledge. It is a moment from known to unknown. Research

always starts with a question or a problem.

Its purpose is to find answers to questions through the

Application of the scientific method. It is a systematic and intensive study

directed towards a more complete knowledge of the subject studied. As

marketing does not address itself to basic or fundamental question, it does not

qualify as basic research. On the contrary, it tackles problems, which seem to

have immediate commercial potential. In view of the major consideration,

marketing research should be regarded as applied research. We may also say

that marketing research is of both types Problem solving and problem oriented.


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Marketing research is as systematic and objectives study of

the problems pertaining to the marketing of the goods and

services. It may be emphasized that it is not restricted to any particular area of

marketing, but is applied to all the phases and aspects.

METHOD OF DATA COLLECTION

1) Data to be collected.

Data includes facts and figures, which are required to be collected to

achiever the objectives of the project. In order to determine the presentposition

and satisfaction of customer of TATA MOTORS ltd.

a) Primary Data

The data that is being collected for the first time or to particularly fulfill the

objectives of the project is known as primary data.

These types of data were,

The market share of TATA MOTORS ltd.

The market share of other brands available in the market.

Responses of consumer.

Identifying pros and cons of the brand.


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The above primary data were collected through responses

of consumer was conducted through questionnaires

prepared for them.

b) Secondary Data

Secondary data are that type of data, which are already assembled and need

not to collected from outside. These types of data were

i) Company Profile

ii) Product Profile

iii) Competitors Profile

The aforesaid data were collected through Internet and company s market

report.

2) Data Collection Method

For given project, the primary data, which needed to collect for the first time,

were much significant. This type of information gathered through Survey

technique, which is the most popular and effective technique for correct data

collection. The survey was completed with the use of questionnaires.


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- Questionnaire for consumer.

3) Sampling

Sample is the small group taken under consideration from the total group. This

small group represents the total group. In the project the market research,

which was ask to be studied was Lucknow region but as it was possible to

approach all the respondent s customer of the city, hence a sample was

selected which represents the lucknow city. The areas selected for the sample

are present further in the appendix. Sample size of customer list was taken

from Mahindra Dealership office, customer data basic.

4) Data Evaluation

The data so collected were not simply accepted because it contained

unnecessary information and over or under emphasized facts. Therefore only

relevant data were included in the report, which helped in achieving the

objectives of the project.


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DATA ANALYSIS

Satisfaction Level of Customers of Mahindra Automotive Ltd. Basis of different

Parameters like Product Quality, Service Quality, Other facilities Provided by

the Mahindra to its customer .

Product Name Product Quality Quality Service Other Service

Study says that Out of 100 customer, 80 customers are satisfied with Product

Quality of DI3200 CRX, 84% customer satisfied with Service Quality of Company,

and 65% are Satisfied with Other Service like Insurance, Spare Parts etc.

DI3200 CRX 80% 84% 65%


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Product Quality of DI3200 CRX

Out of 100, There are 80 % Customers are satisfied with product Quality of DI3200 CRX, 2%

are Neutral Remain 18% are Dissatisfied.

Satisfied

Dissatisfied

Neutral


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Service Quality of DI3200 CRX

Study Says that there are 84% customer Satisfied with Service of

Mahindra DI 3200 CRX, 2% are Neutral and remain 12% Dissatisfied

Satisfied

Neutral

Dissatisfied


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Other Facilities Like Insurance, Spare Parts

Study Says that 65% Customer are Satisfied with Other Facilities

Provided By the Mahindra like Insurance. Spare Parts etc. 5% are neutral

and 30 % are dissatisfied. Out of 100 Customers of Mahindra DI3200 CRX.

0

10

20

30

40

50

60

70

Dissatisfied

Neutral

Satisfied


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OBSERVATION AND FINDING

There are loyal customer of automotive that is a greats of assets

of the company

37.5% respondents expect quality and other features from

Mahindra

52% respondents satisfied with product given by Mahindra

Automotive Ltd.

Mahindra Passenger and utility Product demand high as

compared to other Mahindra product of Lcv/Hcv

Customer wanted high mileage low maintenance cost and

powerful vehicle for long term

58% people preference to willing Mahindra product and believes

its quality.

Mahindra tractors are in leadership position across the world for


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high mileage and low fuel consumption.

Demand of school buses of Tata are very high in the market.

DI 3200 model LCV are highly appreciable among customer,

basically transportation of mandi products fruits vegetables and

grain, intra city or intercity transportation at low cost.

There is no proper code of conduct in Tata dealership

regarding Policies and procedures that can give sense of maturity.

Delivery of vehicles to the customer by the Mahindra at the right

given time.

There is no proper schedule to demo of new products in the

market that attract the customer.

There are shortages of adequate marketing staff in the Dealership,

which can approach customer properly at time to time.


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CONCLUSION

A large chunk of our study based on customer satisfaction, how to make

customer satisfy that become loyal for organization , because loyal customer is

a assets for a company rather than only a just permanent customer. Now a

days this exercise become the part of the practice of the every major

organization to associate with customer basis of their loyalty .Mahindra

Automotive Ltd has conscious for satisfying the customer, basis of their

values added product features through the product quality and durability,

foundation of relationship with customer and through the customer relationship

management, Mahindra associate with customer with customer from their

product loyalty toward customer in term of quality commitment and customer

loyalty toward they believes in quality of product and quality of services that is

provided to the customer.

Dehradun Premier Motors Pvt. Ltd is the Indias largest Dealership of Mahindra

Group, under the dealership there are two sub dealer

across the Uttarakhand and numerous of service center for the purpose of

associate with customer


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From the study we find that customer are satisfied with Tata LCV product

remaining some pitfalls. That is the low at universe that One can not become

perfect but Tata going to become excellent in their field, Mahindra is concern

for every aspect of market for their product taking to products quality, product

feature product specification.

Product durability, service of the vehicles and value added service that are

providing to the customer and strong customer relationship management that

are practicing to bind the customer with long term relation, study say now

customer not being satisfied with companys

product or service, company make them to satisfy to giving value with product.

customer have big amount of expectation from their company due to throat cut

competition in the market so there is no space for any mistake and default

study say that DDPM is practice a lot to make customer satisfy, but this is not

extreme, this is not end, journey is so long market is so vast, challenge are

so high,

but it should to recover its strength and over come its weakness through the

best business and market practice Survive long, to come leadership positions,

to reach to the last Mile stone of the success.


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Tata Indica Vista Review

Tata Indica Vista the new variant of Indica from Tata Motors. The new model

has evolved nicely since initial version of Indica to Xeta and now to Vista. Pick

up any news paper, one gets to notice the ads of this new car almost everyday.

Interiors have been focussed more on those ads as well as all new look and

the stylish features. I visited the Concorde Motors near Dairy circle in

Bangalore last week to take a look at this car and test drive the same. Since I

reached the premises around 6:30pm, I couldnt manage to test drive the car.

However, I had a good glance at the demo vehicle.

There are A slight central mid ridge on the bonnet is intended to give a V-

shaped front but it resembles the styling of palio a product of Tatas partner

Fiat. Upon opening the bonnet you get to see the Fiats popular 1.3L multi jet

engine name Quadrajet. The same engine is in Swift too with the name of

DDiS. The c510 gearbox is also sourced from Fiat. But when the indicas

comfort and convenience combines with Fiats technology it could be lethal

weapon against the likes of swift and i10. There are two other variants of this

car apart from Quadrajet, one is Indica Vista TDI and the other being Indica

Vista Safire. While Quadrajet(1.3L) and TDI(1.4L) are diesel engines while the

Safire(1.2L) is a petrol engine. All these variants are available in 7 colors.


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Sales person over there mentioned that the mileage of the Indica vista in city is

around 16kmpl and in highway it goes up to 20kmpl for Quadrajet. Absence of

ABS and Airbags in the Indica vista lets down the safety features of this car.

The quality, comfort and convenience the Indica vista provides are pretty

commendable. The boot space at the back and leg space for the back seats is

very good compared to other models in the B+ category cars. There is a glove

box that can hold even a laptop, under deck space to hold water bottles, cubby

holes, wide door pockets and 60:40 foldable rear seats can give you the most

comfortable journey that even a class above fails to offer. The front bucket

seats are comfy, swaparound at some place to offer support ot every parts of

your body. The driver seat is height adjustable. This car seem to be good value

for money except that you wont get ABS and airbags when compared to

Muruthi Swift. Here is the Ex-showroom price for various Tata India Vista

variants in Bangalore as on 5th Sep 2008:


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www.google.com

www.marketresearch.com

Research Methodology.( Harper W.Boyd, C. R. Kothari )

News paper

www.tatamotors.com.
http://www.google.com/http://www.marketresearch.com/http://www.tatamotors.com/http://www.tatamotors.com/http://www.marketresearch.com/http://www.google.com/


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Documents

Customer Satisfaction on Tata Motors 2