Dissertation Report on Bying Behavior

8/13/2019 Dissertation Report on Bying Behavior

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Dissertation ReportON

A Study of ConsumerPurchase behaviorAbout TATA cars

Submitted to:-Uttarakhand Technical University

Under the partial fulfillment of theRequirement for the

Master of Business Administration!"#!-!"#$%

Affiliated toUttarakhand Technical University

Supervised by: Submitted by:Ms& Sonam Thakur 'aseemAhmad

()* B+,,M .ST TU) ,/ T)0+.,1,23 ()+RA(U.


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INDEX

#&Ackno4led5ement

!&Student6s (eclaration

7&,vervie4 of tata +istory of tata +istory in ndia *ision Business

$&0ompany 8rofile

9&8ro ect 8rofile 0onsumer behavior 0ustomer satisfaction Research Methodolo5y

;&(ata Analysis and interpretation 0ar used by 8eople 0omparison bet4een tata and other

0ars Model


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=&References > Biblio5raphy

?&Anne@ure


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Tata Motors

From Wikipedia, the free encyclopediaJump to: navigation , search This article may contain wording that merely promotes the subject withoutimparting verifiable information . Please remove or replace such wording, unless youcan cite independent sources that support the characterization. (October 2010)

Tata otors !imited

Type Pu"lic company

Traded as

#$% : T&T& 'T'($)$% : *++* +

#-$% : TT)$% $%#$% /onstituent

Industry &utomotiveFounded 012*Founder(s) J(3 TataHeadquarters um"ai , aharashtra, 4ndia 506

rea served Worldwide

!ey peopleP. . Telang, 7 38/. (amakrishnan, 7/F'8

"roducts

&utomo"iles

/ommercial vehicles&utomotive parts

#ervices9ehicle leasing9ehicle service

$evenue $; < .= "illion 7


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@roup, it was formerly known as T%' 7T&T& %ngineering and !ocomotive/ompany8. 4ts products include passenger cars, trucks, vans and coaches. Tata otors isranked C>*1 glo"ally in Fortune @lo"al *++ list in 6

Tata otors is $outh &siaDs largest automo"ile companyE it is the leader in commercial

vehicles and among the top three in passenger vehicles. Worldwide it is the world sfourthGlargest truck manufacturer and secondGlargest "us manufacturer. 5.> /ompressed air car

2 %lectric vehicles * 'perations

o *.0 Tata in 4ndia*.0.0 $ales $ervice #etwork

o *.< Tata s glo"al operations = Products

o =.0 Passenger cars and utility vehicleso =.< /oncept vehicles
http://en.wikipedia.org/wiki/Tata_Grouphttp://en.wikipedia.org/wiki/Fortune_Global_500http://en.wikipedia.org/wiki/Fortune_Global_500http://en.wikipedia.org/wiki/Tata_Motors#cite_note-2%23cite_note-2http://en.wikipedia.org/wiki/Commercial_vehicleshttp://en.wikipedia.org/wiki/Commercial_vehicleshttp://en.wikipedia.org/wiki/Commercial_vehicleshttp://en.wikipedia.org/wiki/Tata_Motors#cite_note-10K-1%23cite_note-10K-1http://en.wikipedia.org/wiki/Tata_Motors#cite_note-10K-1%23cite_note-10K-1http://en.wikipedia.org/wiki/Jamshedpurhttp://en.wikipedia.org/wiki/Jamshedpurhttp://en.wikipedia.org/wiki/Pantnagarhttp://en.wikipedia.org/wiki/Pantnagarhttp://en.wikipedia.org/wiki/Lucknowhttp://en.wikipedia.org/wiki/Sanandhttp://en.wikipedia.org/wiki/Sanandhttp://en.wikipedia.org/wiki/Dharwadhttp://en.wikipedia.org/wiki/Punehttp://en.wikipedia.org/wiki/Tata_Motors#cite_note-3%23cite_note-3http://en.wikipedia.org/wiki/Locomotiveshttp://en.wikipedia.org/wiki/Locomotiveshttp://en.wikipedia.org/wiki/Locomotiveshttp://en.wikipedia.org/wiki/Daimler-Benzhttp://en.wikipedia.org/wiki/Tata_Motors#cite_note-4%23cite_note-4http://en.wikipedia.org/wiki/Brand_Financehttp://en.wikipedia.org/wiki/Tata_Motors#cite_note-top10-5%23cite_note-top10-5http://en.wikipedia.org/wiki/Tata_Motors#cite_note-6%23cite_note-6http://en.wikipedia.org/wiki/Cross_listinghttp://en.wikipedia.org/wiki/Bombay_Stock_Exchangehttp://en.wikipedia.org/wiki/New_York_Stock_Exchangehttp://en.wikipedia.org/wiki/Tata_Motorshttp://en.wikipedia.org/wiki/Tata_Motors#History%23Historyhttp://en.wikipedia.org/wiki/Tata_Motors#Acquisitions%23Acquisitionshttp://en.wikipedia.org/wiki/Tata_Motors#Expansion%23Expansionhttp://en.wikipedia.org/wiki/Tata_Motors#Vehicles%23Vehicleshttp://en.wikipedia.org/wiki/Tata_Motors#Tata_Daewoo_Commercial_Vehicle%23Tata_Daewoo_Commercial_Vehiclehttp://en.wikipedia.org/wiki/Tata_Motors#Hispano_Carrocera%23Hispano_Carrocerahttp://en.wikipedia.org/wiki/Tata_Motors#Jaguar_Cars_and_Land_Rover%23Jaguar_Cars_and_Land_Roverhttp://en.wikipedia.org/wiki/Tata_Motors#Joint_ventures%23Joint_ventureshttp://en.wikipedia.org/wiki/Tata_Motors#Important_developments%23Important_developmentshttp://en.wikipedia.org/wiki/Tata_Motors#Tata_Nano%23Tata_Nanohttp://en.wikipedia.org/wiki/Tata_Motors#Tata_Ace%23Tata_Acehttp://en.wikipedia.org/wiki/Tata_Motors#Compressed_air_car%23Compressed_air_carhttp://en.wikipedia.org/wiki/Tata_Motors#Electric_vehicles%23Electric_vehicleshttp://en.wikipedia.org/wiki/Tata_Motors#Operations%23Operationshttp://en.wikipedia.org/wiki/Tata_Motors#Tata_in_India%23Tata_in_Indiahttp://en.wikipedia.org/wiki/Tata_Motors#Sales_.26_Service_Network%23Sales_.26_Service_Networkhttp://en.wikipedia.org/wiki/Tata_Motors#Tata.27s_global_operations%23Tata.27s_global_operationshttp://en.wikipedia.org/wiki/Tata_Motors#Products%23Productshttp://en.wikipedia.org/wiki/Tata_Motors#Passenger_cars_and_utility_vehicles%23Passenger_cars_and_utility_vehicleshttp://en.wikipedia.org/wiki/Tata_Motors#Concept_vehicles%23Concept_vehicleshttp://en.wikipedia.org/wiki/Tata_Grouphttp://en.wikipedia.org/wiki/Fortune_Global_500http://en.wikipedia.org/wiki/Tata_Motors#cite_note-2%23cite_note-2http://en.wikipedia.org/wiki/Commercial_vehicleshttp://en.wikipedia.org/wiki/Commercial_vehicleshttp://en.wikipedia.org/wiki/Tata_Motors#cite_note-10K-1%23cite_note-10K-1http://en.wikipedia.org/wiki/Jamshedpurhttp://en.wikipedia.org/wiki/Pantnagarhttp://en.wikipedia.org/wiki/Lucknowhttp://en.wikipedia.org/wiki/Sanandhttp://en.wikipedia.org/wiki/Dharwadhttp://en.wikipedia.org/wiki/Punehttp://en.wikipedia.org/wiki/Tata_Motors#cite_note-3%23cite_note-3http://en.wikipedia.org/wiki/Locomotiveshttp://en.wikipedia.org/wiki/Daimler-Benzhttp://en.wikipedia.org/wiki/Tata_Motors#cite_note-4%23cite_note-4http://en.wikipedia.org/wiki/Brand_Financehttp://en.wikipedia.org/wiki/Tata_Motors#cite_note-top10-5%23cite_note-top10-5http://en.wikipedia.org/wiki/Tata_Motors#cite_note-6%23cite_note-6http://en.wikipedia.org/wiki/Cross_listinghttp://en.wikipedia.org/wiki/Bombay_Stock_Exchangehttp://en.wikipedia.org/wiki/New_York_Stock_Exchangehttp://en.wikipedia.org/wiki/Tata_Motorshttp://en.wikipedia.org/wiki/Tata_Motors#History%23Historyhttp://en.wikipedia.org/wiki/Tata_Motors#Acquisitions%23Acquisitionshttp://en.wikipedia.org/wiki/Tata_Motors#Expansion%23Expansionhttp://en.wikipedia.org/wiki/Tata_Motors#Vehicles%23Vehicleshttp://en.wikipedia.org/wiki/Tata_Motors#Tata_Daewoo_Commercial_Vehicle%23Tata_Daewoo_Commercial_Vehiclehttp://en.wikipedia.org/wiki/Tata_Motors#Hispano_Carrocera%23Hispano_Carrocerahttp://en.wikipedia.org/wiki/Tata_Motors#Jaguar_Cars_and_Land_Rover%23Jaguar_Cars_and_Land_Roverhttp://en.wikipedia.org/wiki/Tata_Motors#Joint_ventures%23Joint_ventureshttp://en.wikipedia.org/wiki/Tata_Motors#Important_developments%23Important_developmentshttp://en.wikipedia.org/wiki/Tata_Motors#Tata_Nano%23Tata_Nanohttp://en.wikipedia.org/wiki/Tata_Motors#Tata_Ace%23Tata_Acehttp://en.wikipedia.org/wiki/Tata_Motors#Compressed_air_car%23Compressed_air_carhttp://en.wikipedia.org/wiki/Tata_Motors#Electric_vehicles%23Electric_vehicleshttp://en.wikipedia.org/wiki/Tata_Motors#Operations%23Operationshttp://en.wikipedia.org/wiki/Tata_Motors#Tata_in_India%23Tata_in_Indiahttp://en.wikipedia.org/wiki/Tata_Motors#Sales_.26_Service_Network%23Sales_.26_Service_Networkhttp://en.wikipedia.org/wiki/Tata_Motors#Tata.27s_global_operations%23Tata.27s_global_operationshttp://en.wikipedia.org/wiki/Tata_Motors#Products%23Productshttp://en.wikipedia.org/wiki/Tata_Motors#Passenger_cars_and_utility_vehicles%23Passenger_cars_and_utility_vehicleshttp://en.wikipedia.org/wiki/Tata_Motors#Concept_vehicles%23Concept_vehicles


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o =.> /ommercial vehicleso =.2 ilitary vehicles

Tata otors technology and design su"sidiarieso .0 Telco /onstruction %Buipment 7T%!/'#8o .< A9 Transmission 7A9T!8 and A9 &Iles 7A9&!8o .> Tata Technologies !imited 7TT!8o .2 Tata otor %uropean Technical /entre

? (eferences

1 %Iternal links

*edit + History

Tata otors is a part of the Tata @roup manages its shareGholding through Tata $ons .The company eIpanded its operations to commercial vehicle sector in 01*2 after forminga Koint venture with 3aimlerG)enz &@ of @ermany. 3espite the success of its commercialvehicles, Tata realized his company had to diversify and he "egan to look at other

products. )ased on consumer demand, he decided that "uilding a small car would "e themost practical new venture. $o in 011? it launched Tata 4ndica , 4ndia s first fullyindigenous passenger car. 3esigned to "e ineIpensive and simple to "uild and maintain,the 4ndica "ecame a hit in the 4ndian market. 4t was also eIported to %urope, especiallythe H. Tata acBuired $panish "us and coach manufacturer Aispano /arrocera in


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4n


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Jaguar J Aispano at the


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4n


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Tata #ano

4n January


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Tata otors unveiled the electric versions of passenger car Tata 4ndica and commercialvehicle Tata &ce . )oth run on lithium "atteries. The company has indicated that theelectric 4ndica would "e launched locally in 4ndia in a"out million, which specialises in the development of innovativesolutions for electric vehicles, and plans to launch the electric 4ndica hatch"ack in %uropeneIt year. 5>+65>065>


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Tata relies on its su"sidiaries for sales outside 4ndia. $een here is the (ange (over $port.

Tata enon is Tata s "est selling vehicle in %urope.

*edit + Tata in India

& loaded Tata truck on a (aKasthan highway.

Tata otors !imited is 4ndiaDs largest automo"ile company, with revenues of >*=.*02? "illion 7 $; .00 "illion8 in >6 4t is the leader in commercial vehicles in eachsegment, and among the top three in passenger vehicles in 4ndia with products in thecompact, midsize car and utility vehicle segments. 5>>6 Tata vehicles are sold primarily in4ndia, and over 2 million Tata vehicles have "een produced domestically since the firstTata vehicle was assem"led in 01*2. The companyDs manufacturing "ase in 4ndia isspread across Jamshedpur 7Jharkhand8, Pune 7 aharashtra8, !ucknow 7 ttar Pradesh8,Pantnagar 7 ttarakhand8 and 3harwad 7Harnataka8. Following a strategic alliance withFiat in


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company is esta"lishing a new plant at $anand 7@uKarat8. Tata s dealership, sales, serviceand spare parts network comprises over >*++ touch points. Tata otors also distri"utesand markets Fiat "randed cars in 4ndia. 5>>6

*edit + #ales 2 #ervice 0etwor1

Tata otors has more than 26 4t has the >rd largest $ales and $ervice #etwork afteraruti $uzuki and Ayundai .

*edit + Tata3s global operations

Tata otors has "een in the process of acBuiring foreign "rands to increase its glo"al presence. Through acBuisition, Tata has operations in the H, $outh Horea, Thailand and$pain. &mong these acBuisitions is Jaguar !and (over, a "usiness comprising twostruggling iconic )ritish "rands that was acBuired from the Ford otor /ompany in

=6 Tata otors has eIpanded its production and assem"lyoperations to several other countries including $outh Horea, Thailand, $outh &frica and&rgentina and is planning to set up plants in Turkey , 4ndonesia and %astern %urope. 5>>6

Tata also has franchiseeNKoint venture assem"ly operations in Henya, )angladesh,kraine, (ussia and $enegal. 5> 6 Tata has dealerships in ?6 Though Tata is present in many countries it has only managed to create a largeconsumer "ase in the 4ndian $u"continent , namely 4ndia, )angladesh, )hutan , $ri !anka

and #epal . Tata has a growing consumer "ase in 4taly, $pain and $outh &frica.

*edit + "roducts

*edit + "assenger cars and utility vehicles
http://en.wikipedia.org/wiki/Tata_Motors#cite_note-tatamotors1-32%23cite_note-tatamotors1-32http://en.wikipedia.org/w/index.php?title=Tata_Motors&action=edit&section=16http://en.wikipedia.org/wiki/States_of_Indiahttp://en.wikipedia.org/wiki/Union_Territoryhttp://en.wikipedia.org/wiki/Tata_Motors#cite_note-33%23cite_note-33http://en.wikipedia.org/wiki/Maruti_Suzukihttp://en.wikipedia.org/wiki/Hyundai_Motor_India_Limitedhttp://en.wikipedia.org/w/index.php?title=Tata_Motors&action=edit&section=17http://en.wikipedia.org/wiki/Tata_Motors#cite_note-H_I_S_P_A_N_O-16%23cite_note-H_I_S_P_A_N_O-16http://en.wikipedia.org/wiki/Tata_Motors#cite_note-thehindubusinessline1-34%23cite_note-thehindubusinessline1-34http://en.wikipedia.org/wiki/SAARChttp://en.wikipedia.org/wiki/SAARChttp://en.wikipedia.org/wiki/Tata_Motors#cite_note-thehindubusinessline1-34%23cite_note-thehindubusinessline1-34http://en.wikipedia.org/wiki/Tata_Motors#cite_note-tata-35%23cite_note-tata-35http://en.wikipedia.org/wiki/Tata_Motors#cite_note-tata-35%23cite_note-tata-35http://en.wikipedia.org/wiki/Turkeyhttp://en.wikipedia.org/wiki/Tata_Motors#cite_note-tatamotors1-32%23cite_note-tatamotors1-32http://en.wikipedia.org/wiki/Tata_Motors#cite_note-36%23cite_note-36http://en.wikipedia.org/wiki/Tata_Motors#cite_note-37%23cite_note-37http://en.wikipedia.org/wiki/Indian_Subcontinenthttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Bhutanhttp://en.wikipedia.org/wiki/Nepalhttp://en.wikipedia.org/wiki/Italyhttp://en.wikipedia.org/w/index.php?title=Tata_Motors&action=edit&section=18http://en.wikipedia.org/w/index.php?title=Tata_Motors&action=edit&section=19http://en.wikipedia.org/wiki/Tata_Motors#cite_note-tatamotors1-32%23cite_note-tatamotors1-32http://en.wikipedia.org/w/index.php?title=Tata_Motors&action=edit&section=16http://en.wikipedia.org/wiki/States_of_Indiahttp://en.wikipedia.org/wiki/Union_Territoryhttp://en.wikipedia.org/wiki/Tata_Motors#cite_note-33%23cite_note-33http://en.wikipedia.org/wiki/Maruti_Suzukihttp://en.wikipedia.org/wiki/Hyundai_Motor_India_Limitedhttp://en.wikipedia.org/w/index.php?title=Tata_Motors&action=edit&section=17http://en.wikipedia.org/wiki/Tata_Motors#cite_note-H_I_S_P_A_N_O-16%23cite_note-H_I_S_P_A_N_O-16http://en.wikipedia.org/wiki/Tata_Motors#cite_note-thehindubusinessline1-34%23cite_note-thehindubusinessline1-34http://en.wikipedia.org/wiki/SAARChttp://en.wikipedia.org/wiki/Tata_Motors#cite_note-thehindubusinessline1-34%23cite_note-thehindubusinessline1-34http://en.wikipedia.org/wiki/Tata_Motors#cite_note-tata-35%23cite_note-tata-35http://en.wikipedia.org/wiki/Turkeyhttp://en.wikipedia.org/wiki/Tata_Motors#cite_note-tatamotors1-32%23cite_note-tatamotors1-32http://en.wikipedia.org/wiki/Tata_Motors#cite_note-36%23cite_note-36http://en.wikipedia.org/wiki/Tata_Motors#cite_note-37%23cite_note-37http://en.wikipedia.org/wiki/Indian_Subcontinenthttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Bhutanhttp://en.wikipedia.org/wiki/Nepalhttp://en.wikipedia.org/wiki/Italyhttp://en.wikipedia.org/w/index.php?title=Tata_Motors&action=edit&section=18http://en.wikipedia.org/w/index.php?title=Tata_Motors&action=edit&section=19


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Tata Prima concept car

Tata #ano %uropa

Tata $tar"us !ow Floor 0=0+

Tata arcopolo "uses in the 3elhi )(T.
http://en.wikipedia.org/wiki/Tata_Nanohttp://en.wikipedia.org/wiki/Tata_Nanohttp://en.wikipedia.org/wiki/Marcopolo_S.A.http://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/Delhihttp://en.wikipedia.org/wiki/File:BusesDelhiDTC.jpghttp://en.wikipedia.org/wiki/File:Best_cbd_wad.jpghttp://en.wikipedia.org/wiki/File:Nano_Tata.jpghttp://en.wikipedia.org/wiki/File:Tata_Prima.jpghttp://en.wikipedia.org/wiki/Tata_Nanohttp://en.wikipedia.org/wiki/Marcopolo_S.A.http://en.wikipedia.org/wiki/Delhi


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Tata &ria Tata $ierra 73iscontinued8 Tata %state 73iscontinued8 Tata $umoN$pacio Tata $umo @rande Tata $afari Tata 4ndica

Tata 9ista Tata 4ndigo Tata anza Tata 4ndigo arina Tata Winger Tata agic Tata #ano Tata enon T Tata &ria Tata 9enture Tata 4ris

*edit + oncept vehicles


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Tata &ce Tata &ce Sip Tata $uper &ce Tata T!NTelcolineNN0=0* 7 edium truck8 Tata 00? 7Aeavy truck8 7? *0= 7Aeavy truck8 Tata 2+0? 7Aeavy truck8 Tata 21 7 ltraGAeavy truck8 7= 28 Tata #ovus 7Aeavy truck designed "y Tata 3aewoo8 Tata Prima 7The World Truck designed "y Tata otors and Tata 3aewoo8

*edit + Military vehicles

Tata !$9 7!ight $pecialist 9ehicle8 Tata ine Protected 9ehicle 72 28 Tata < $tretcher &m"ulance Tata 2+ Troop /arrier, availa"le in hard top, soft top, 2 2, and 2 < versions Tata !PT& 0> T/ 72 28 Tata !PT +1 % Tata $3 0+0* T/ 72 28 Tata !PT& 0=0* T/ 72 28 Tata !PT& 0=


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*edit + Telco onstruction %quipment (T%' 0)

T%!/'# is a Koint venture "etween Tata otors and Aitachi , which focuses oneIcavators and other construction eBuipment. and research work are done.

*edit + H- Transmission (H-T') and H- ,les (H- ')

A9&! and A9T! are 0++L su"sidiary companies of Tata otors engaged in the "usiness of manufacture of gear "oIes and aIles for heavy and medium commercialvehicles, with production facilities and infrastructure "ased at Jamshedpur.

*edit + Tata Technologies 'imited (TT')

TT! provides %ngineering and 3esign 7% 38 solutions to the &utomotive 4ndustry . Tataotors holds ?=.10L of TT!Ds share capital. TT! is "ased in Pune 7AinKawadi8 andoperates in the $ and %urope through its wholly owned su"sidiaries in 3etroit and!ondon respectively. 4t also has a presence in Thailand. Tata Technologies is a softwareservice provider in the 4T services and )P' space. 4ts glo"al client list includes Ford ,@eneral otors , Toyota and Aonda , to name a few. 4t "ought over the )ritish engineeringand design services company, 4ncat 4nternational Plc for 2 "illion in &ugust


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For Ratanji Dadabhoy Tata see Ratanji Dadabhoy Tata !

4orn


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2 (eferences

* %Iternal links

"ersonal life

(atan Tata was adopted to famous Tata family, a prominent family "elonging to the Parsicommunity. (atan is the grandson of Tata group founder JamsedKi Tata. Ais childhoodwas trou"led, with his parents separating in the midG012+s when he was merely sevenand his younger "rother Jimmy was five years old. Their mother moved out and "oth(atan and his "rother were raised "y their grandmother !ady #avaK"ai. 5>6

Tata started his schooling at /ampion $chool and finished at /athedral and John /onnon$chool "oth in )om"ay. 526 (atan Tata completed his ).$. in architecture with structuralengineering from /ornell niversity in 01=


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4n &ugust


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evaluatin5C acquirin5C usin5 or disposin5 of 5oods andservicesD&

About customer and consumer

The term customer is typically used to refer someone 4hore5ularly purchases from a particular store or company& Theterm Consumer more 5enerally refers to anyone en5a5in5Cacquirin5C usin5 or disposin5 of 5oods and services&

Why we study consumer behavior

#& The marketin5 personal study 0&B& to find out 4hat canbe sold and 4hat 5oods and services nare likely to bere ected&

!& After study the 0&B& throu5h market researchCmanufacturers tries to find out ho4 sales can bepushed up for e@istin5 market&

7& The 0&B& is studied by the marketin5 personal toinfluence the behavior of consumer&

Advantages of study of C.B.

+elps in disaster +elps in sales promotion +elps in formulatin5 ri5ht marketin5 strate5y +elps in developin5 ne4 product&


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INTROD CTION

O!

C "TO#$R "ATI"!ACTION

Satisfaction is the level of person6s felt state resultin5 fromcomparin5 products perceived performance in relation to theperson6s e@pectations&

Thus satisfaction level is the function if the difference bet4eenperceived performance and e@pectation& A customer e@perienceone of three broad level of satisfaction& f the performance fallshort of e@pectation& The customer is dissatisfied& f theperformance matches the e@pectationC the customer is satisfied& fthe performances e@ceed e@pectationC the customer is hi5hlysatisfied pleased or deli5hted&

But ho4 the buyers form their e@pectationsE )@pectations areformed on the basis of buyers past buyin5 e@perience& Statementmade by friends and associates and marketer and competitorinformation and promise& f the marketer raise e@pectation too hi5hthe buyer likely to be disappointed& ,n the handC if the companysets e@pectation too lo4 it 4on6t attract buyers althou5h it 4illsatisfy those 4ho buy&

Some of the most successful companies are raisin5 e@pectationand deliverin5 performance to match& These are aimin5 at totalcustomer satisfaction&

These companies are aimin5 hi5h because customers 4ho are ustsatisfied 4ill still find it easy to s4itch suppliers 4hen a better offercomes alon5& The fact is that hi5h satisfaction or deli5ht creates anemotional affinity 4ith the brand not a rational preference and thiscreates hi5h customer loyalty&


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The challen5e is to create a company culture such that every

one 4ith the company aims to deli5ht the customer6s perceivedcompany performance and customer satisfaction& They need to

monitor this for their competitors as 4ell as for customer centered

companiesC customer satisfaction both a 5oal and a marketin5 tool&

0ompanies that achieve hi5h customer satisfaction ratin5 make sure

their tar5et market kno4 it althou5h the customer centered firm seeks

to create hi5h customer satisfaction& /irst the company can increase

the customer satisfaction by lo4erin5 its prices or increasin5 its

servicesC but this may result in lo4er profits& SecondC the company

mi5ht be able to increase its profitability in other 4ays such as

improvin5 its manufacturin5 or investin5& More in research and

developments& ThirdC the company has many stakeholders includin5

employeesC dealersC suppliers and stock holders& Spendin5 more to

increase customer satisfaction 4ould divers funds from increasin5 the

satisfaction of other 8artnersD& Ultimately the company must operate

on the philosophy that it is tryin5 to deliver a hi5h level of customer

satisfaction sub ect to deliver a hi5h level of customer satisfaction

sub ect to hi5h deliver a hi5h level of customer satisfaction sub ect to

deliver a hi5h level of customer satisfaction sub ect to deliverin5 at

least acceptable level of satisfaction to the other stakeholders 4ith inthe constraints of its total resources&

Total customer satisfaction& Fero@ for e&5&C the 5uarantee total

satisfaction and 4ill replace at its e@pense any dissatisfied customer6s

satisfaction 4ith in as period of three years after purchase& 1i5na


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advertises 4ell never be #""G satisfied until you are too& And one of

+,.(A6S add says one reasons our customer6s decision to be loyal

or to defect is the sum of many small encounters 4ith the company&

Definitions

'hether the buyers are satisfied after purchase depends on theoffer6s performance in relation to the buyer6s e@pectation&%&OT'$R(0ustomer satisfaction is a person feelin5 of pleasures or a function ofperceived performance as e@pectations&%&OT'$R


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)ROB'$# !OR# 'ATION

TATA is the inventor in (iesel en5ine and they provide en5ines tovarious automobile playerC and all of them are 5ettin5 5ood resultsthrou5h TATA en5ine&n spite of providin5 better milea5e and performance to four 4heelerCcustomer do not 4ant to purchase the cars made by TATA& They4ant TATA en5ine but do not 4ant to 5o for TATA made cars&

R$"$ARC* OB+$CTI,$

To study the buyin5 behavior of customers about TATA cars& To find out the reasonC 4hy they do not 4ant to 5o for TATA

made cars&

R$"$ARC* D$"I-N

"O RC$" O! DATA CO''$CTION

/or this research used primary as 4ell as secondary data& 8rimarydata collection 4ill be used to take feedback of the respondentsC4hich is required for the study& Secondary data collection is requiredfor factsC to help in primary data collection and moreover to supportmy analysis&

TOO'" !OR DATA CO''$CTION

)rimary data / /or primary data collection survey method 4as used&n survey method personal intervie4 technique 4as used& Throu5hthis technique could procure much more different information&


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0uestionnaire / A part of questionnaire 4as made to kno4 thepersonal detail of respondents& Another part comprised of thequestionnaire and 4as consist of closed ended questions 4ith everyquestion havin5 its o4n importance and meanin5&

"econdary data / Secondary data collection is done throu5h variousbooks and 4ebsitesC and the final data 4ill be analyHed systematicallyto achieve the desired result&


30/50

"A#)'IN-

simple random samplin5 4as used in this studyC because thechances of the selection of all elements are equal in simple randomsamplin5& t is a form of random samplin5& n 4hich the selectionprobability of each population element is kno4n&

"A#)'$ "I1$ #"" 8ersons

"A#)'$ AR$A Roorkee city


31/50

'I#ITATION"/

Sometimes un4illin5ness of the respondents re5ardin5 fillin5 upthe questionnaire created some problems durin5 survey&

The sample area 4as bein5 restricted to Roorkee cityC so theresult not be universally true&

The conclusion 4as totally based on the truthfulness ofinformation provided by the respondents& So it may lead to4ron5 conclusion due to some unavoidable errors faced durin5survey such as lake of time to respondC no responseCinaccuracy in response etc&

Because of small sample siHe the result may not hold 5ood forlar5e mass&


32/50


33/50

2. AR$ 3O *A,IN- A CAR4

NO 567

INT$R)R$TATION

2. "urvey is conducted on 266 8ersons.

9. :67 are using car whi;e 567 are not.


34/50

OT*$R" =7 e$ media? hoardings? friend etc.


46/50

. DO 3O T*IN& T*AT TATA I" A -OOD CAR4

R$")

ON"$

N6.6!

C

"TO#$R

"3es

!=

.o

#7

."& "/ 0UST,M)RS

3esC !=C ;=G

.oC #7C 7!G

3es .o


47/50

INT$R)R$TATION

2. #ost of the customers have view that it is a good car.9. On;y 2< res8ondents said that its not a good car.


48/50

. W*AT !$AT R$ DO 3O 'I&$ IN TATA4

INT$R)R$TATION

!$AT R$ NO. O! C "TO#$R"

/uel0onsumption

##

Safety ";

1ooks "9

Br and.ame

";

.,& ,/ 0UST,M)RS

/uel0onsumptionC ##C

$"G

SafetyC ;C !#G

1ooksC 9C #=G

Brand .ameC ;C!#G

/uel 0onsumption

Safety

1ooks

Brand .ame


49/50

2. #ost of the customers are satisfied from the fue;

consum8tion of TATA.9. "ome are satisfied with the "afety features and some are

using it because of ;oo>s.


50/50

INT$R)R$TATION2. =7 res8ondents said that they wi;; suggest to buying

TATA49. On;y 9=7 said that they wi;; not a88roach to TATA4

Documents

Dissertation Report on Bying Behavior