51071747 customer satisfaction towards thetata motor service four wheeler tata motor service four...

8/4/2019 51071747 Customer Satisfaction Towards Thetata Motor Service Four Wheeler Tata Motor Service Four Wheeler

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A STUDY

ON

CUSTOMER SATISFACTION TOWARDS THECUSTOMER SATISFACTION TOWARDS THE

TATA MOTOR SERVICE (FOUR WHEELER)TATA MOTOR SERVICE (FOUR WHEELER)

In partially fulfillment of the requirement for the award of Degree

MASTER OF BUSINESS ADMINISTRATION


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DECLARATION

I here by declare that this dissertation of my project report entitled

CUSTOMER SATISFACTION TOWARDS THE TATA MOTORSERVICE (FOUR WHEELER). This project has been submitted in partial

fulfillment of requirement for the award of degree of MASTER OF

BUSINESS ADMINISTRATION .

Place:

Date:

AMIT BANSAL


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ACKNOWLEDGEMENT

Concentration, dedication and application are necessary but not sufficient to achieve our goal.

These must be awarded by guidance, assistance and cooperation of person to make it tenable.

I gratefully acknowledge to MRS. ANJU BATRA who has given me the opportunity to learn

at deep level to prepare this report.

Although we have tried to make this report error free, but if someone finds any type of error

or have suggestions for this report, please tell me and I promise to fix the problem or will

adopt good suggestions.


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CONTENTS

CHAPTER NO TITLE PAGE NO

I. INTRODUCTION Industry Profile

Company Profile

Product Profile

II. REVIEW OF LITERATUREIII. RESEARCH METHODOLOGY Need for the Study

Objectives

Research Design

Sources of Data

Sample Design

Hypothesis

Limitations

IV. DATA ANALYSIS & INTERPRETATIONV. FINDINGS, RECOMMENDATIONS

AND CONCLUSION Findings

Recommendations

ConclusionANNEXURE Bibliography


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LIST OF TABLE

Table No. Title Page No.1. The Vehicle that you previously used

2. What made you to buy this vehicle.3. Are you satisfied about the explanation about the benefits / features/

warranty of the vehicle and the financial schemes and the delivery

procedure at the time of purchase

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

5. It is ease of obtaining appointment i.e., are you satisfied with thereception of the service advisor.

6. Are you satisfied with the time taken to open the job card (workorder).

7. How is the attitude of the service personnel ?

8. Are you satisfied with the facilities of the service station likecustomer waiting room etc.,

9. Have you been informed about any other extra jobs required foryour vehicle that you are unaware?

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

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

12. Are you satisfied with the quality of washing ?

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

time as per the conditions desired by you from service station.14. Are you satisfied with the explanation of job done and bill at the time

of delivery

15. Is the general appearance of the workshop satisfactory ?

16. Do you feel the labour and spare part charge reasonable17. Are your receiving our service reminders regularly ?18. Have you been informed about the next service schedule ?19. Are you satisfied with the overall performance of the workshop.


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LIST OF GRAPHSTable No. Title Page No.

1. The Vehicle that you previously used2. What made you to buy this vehicle.

3. Are you satisfied about the explanation about the benefits / features/warranty of the vehicle and the financial schemes and the delivery

procedure at the time of purchase

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

5. It is ease of obtaining appointment i.e., are you satisfied with thereception of the service advisor.

6. Are you satisfied with the time taken to open the job card (workorder).

7. How is the attitude of the service personnel ?

8. Are you satisfied with the facilities of the service station likecustomer waiting room etc.,

9. Have you been informed about any other extra jobs required foryour vehicle that you are unaware?

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

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

12. Are you satisfied with the quality of washing ?

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

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

14. Are you satisfied with the explanation of job done and bill at the timeof delivery

15. Is the general appearance of the workshop satisfactory ?

16. Do you feel the labour and spare part charge reasonable17. Are your receiving our service reminders regularly ?18. Have you been informed about the next service schedule ?19. Are you satisfied with the overall performance of the workshop.


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INTRODUCTION

The concept of the word wheel is not of recent origin. Right form the dayswhen man started his living, to this day where there is tremendous technologicalimprovement, the importance of wheel is growing at a greater pace.

A growing economy, expanding cities and an increasing work load demandtime and resource management. Right from the executive to a collage going student,there is a need for a set of wheels, which grant him/her easy mobility not only, whichis efficient and reliable but also affordable.

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

satisfy the needs of the consume, a large number of companies have come up with agood number of vehicle. In this aspect it is rather essential for any buyer to know thefiner parts, which give4s a good look, the performance, the driving, handling,reliability, and above all, the affordability of a particular vehicle, before he owns it.Most manufactures have understood this, and therefore developed different kinks ofcars.

As there are different kinds of consumers existing in each market for every product, there is a need produce a wide range of products to satisfy all thesecustomers.

This classification was made on the grounds of better mileage, oilconsumption, pollution factors etc.

As we all know, for any organization to survive, in this highly competitiveworld. It should take cadre of customers who are the backbone of it. To make itsservices available to everyone Tata moters also have so many dealers in various

places. It is offering its valuable services to the people of Nellore district through oneof its dealers M.G. Brothers. Hence we felt the need of knowing about Customersatisfaction on the products of Tata moters and the services of M.G. Brothers, in our

study.


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INDUSTRY PROFILE

The automobile as we know it was not invented in a single day by a single inventor.The history of the automobile reflects an evolution that took place worldwide. It isestimated that over 100,000 patents created the modern automobile.

However, we can point to the many first that occurred along the way. Starting with thefirst theoretical plans for a motor vehicle that had been drawn up by both Leonardo daVinci and Isaac Newton.

In 1769, the very first self-propelled road vehicle was a military tractor invented byFrench engineer and mechanic, Nicolas joseph Cugnot (1725 1804). Cugnot used asteam engine to power his instructions at the paris Arsenal by mechanic Brezin. It wasused by the French Army to haul artillery at a whopping speed of 2 mph on only

three wheels. The vehicle has to stop every ten to fifteen minutes to build up steampower. The steam engine and boiler were separate form the rest of the vehicle andplaced in the front. The following year (1770), Cugnot built a steam-powered tricyclecarried four passengers.

In 1771, Cugnot drove one of his road vehicles into a stone wall, makingCugnot the first person to get into a motor vehicle accident. This was the beginning of

bad luck for the inventor. After one of Cugnots patrons died and the other was exiled,the money for Cugnots road vehicle experiments ended

Steam engines powered cars by burning fuel that heated water in a boiler,creating steam that expanded and pushed pistons that turned the crankshaft, whichthen turned the wheels. During the early history of self-propelled vehicles-both roadand railroad vehicles were being developed with steam engines. (Cugnot also designedtwo steam locomotives that they proved a poor design road vehicles; however, steamengines were very successfully used in locomotives. Historians, who accept that earlysteam-powered road vehicles were automobiles, feel that Nicolas Cugnot was theinventor of the first automobile.

After Cugnot Several Other Inventors Designed Steam-Powered Road

Vehicles

Cugnots vehicle was imporved by Frenchman, Onesiphore Pecqueur, who alsoinvented the first differential gear, improved Cugnots vehicle.

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

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

In Britain, form 1820 to 1840, steam-powered stagecoaches were in regularservice. These were later banned from public roads and Britains railroad system.

Steam-driven road tractors (built by Charles Deitz) pulled passenger carriagesaround Paris and Bordeaux up to 1850.


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In the United States, numerous steam coaches were built from 1860 to 1880.Inventors included. Harrison Dyer, Joseph Dixon, Rufus Porter, and WilliamT.James.

Amedee Bollee Sr. built advanced steam cars form 1873 to 1883. TheLa Mnacelle built in 1878, had a front-mounted engine, shaft drive to hedifferential, chain drive to the rear wheels, steering wheel on a vertical shaft anddrivers seat behind the engine. The boiler was carried behind the passengercompartment.

In1871, Dr.J.W. Carhart, professor of physics at Wisconsin State University, andthe J.I. Case Company built a working steam car that won a 200-mile race.

Early Electric Cars

Steam engines were not the only engines used in early automobiles. Vehicles withelectrical engines were also invented. Between 1832 and 1839 (the exact year isuncertain), Robert Anderson of Scotland invented the first electric motor. The vehicleswere heavy, slow, expensive, and needed to stop for recharging frequently. Electricityfound greater success in tramways and streetcars, where a constant supply ofelectricity was possible.Around 1900, electric land vehicles in America outsold all other type of cars. Then inthe several years following 1900, sales of electric vehicles took a nosedive as newtype of vehicle came to dominate the consumer market.

History of the Internal Combustion Engine The Heart of the Automobile

An internal combustion engine is any that uses the explosive combustion of fuel topush a piston within a cylinder the pistons movement turns crankshaft that thenturns the car wheels via a chain or a drive shaft. The different types of fuel commonlyused for car combustion engines are gasoline (or petrol), diesel, and kerosene.A brief outline of the history of the internal combustion engine includes the followinghighlights.

1680 - Dutch physicist, Christian Huygeness designed (but never built) an internalcombustion engine that was be fueled with gunpowder.

1807 - Francois Isaac de Rivaz of Swizerland invented an internal combustionengine that used a mixture of hydrogen and oxygen for fuel. Rivaz designed a carfor his engine the first internal combustion powered automobile. However, thiswas a very unsuccessful vehicle.

1824 - English engineer, Sumuel Brown adapted an old Newcomen steam engineto burn gas, and he used it to briefly power a vehicle up Shooters Hill in London.

1858 - Belgian born engineer, jean joseph Etienne Lenoir invented and patented(1860) a double-acting, electric spark-ignition internal combustion engine fueled

by coal gas. In 1863, Lenoir attached an improved engine (using petroleum and a primitive carburetor) to a three-wheeled wagon that managed to complete anhistoric fifty-mile road trip. (See image at top)


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1862 - Alphonse Beau de Rochas, a French civil engineer, patentee but did notbuild a foru-stroke engine (French patent #52, 593, January 16, 1862).

1864 Austrian engineer Siegfried Marcus*, built a one-cylinder engine with acrude carburetor, and attached his engine to a cart for a rocky 500-foot drive. Itwas the worlds first gasoline-powered vehicle. Several year later, Marcus wasable to design a vehicle that briefly ran at 10 mph that some historians considerwas the forerunner of the modern automobile.

1873 George Brayton, an American engineer, developed an unsuccessful two-stroke kerosene engine (it used two external pumping cylinders). However, it wasconsidered that first safe and practical oil engine.

1866 German engineers, Eugen Langen and Nikolaus August Otto improved onLenoirs and de Rochas designs and invented a more efficient gas engine.

1876 Nikolaus August Otto invented and later patented a successful four strokeengine, known as the Otto Cycle.

1876 The first successful two-stroke engine was invented by Sir Dougald Clerk. 1883 French engineer, Edouard Delamare Debouteville, built a single-cylinderfour-stroke engine that ran on stove gas. It is not certain if he did indeed build acar, however, Delamare-Deboutevilles designs were very advances for the time ahead of both Daimler and Benz in some ways at least on paper.

1885 Gottlieb Daimler invented what is often recognized as the prototype of themodern gas engine with a vertical cylinder, and with gasoline injected through acarburetor (patented in 1887). Daimler first built a two-wheeled vehicle theReitwagen (Riding Carriage) with this engine and a year later built the worldsfirst four-wheeled motor vehicle.

1886 On January 29, Karl Benz received the first patent (DRP No. 37435) for agas-fueled car.

1889 Daimler built an improved four-stroke engine with mushroom-shapedvalves and two V-slant cylinders.

1890 Wilhelm Maybach built the first four cylinder, four stroke engine.

Engine design and car design were integral activities, almost all of the enginedesigners mentioned above also designed cars, and a few went on to become majormanufactures of automobiles.

Hailed as the industry of industries by Peter Drucker, the founding father of thestudy of management, in 1946, the automobile industry had evolved continuously withchanging times from craft production in 1890s to mass production in 1910s to lean

production techniques in the 1970s.

The automotive industry in India grew at a computed annual growth rate (CAGR) of11.5 percent over the past five years, the Economic Survey 2008-09 tabled in

parliament on 2nd July09 said.

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

backward linkages with several key segments of the economy, a finance ministrystatement said.


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The automobile industry, which was plagued by the economic downturn amidst acredit crisis, managed a growth of 0.7 percent in 2008-09 with passenger car salesregistering 1.31 percent growth while the commercial vehicles segment slumped 21.7

percent.

Indian automobile industry has come a long way to from the era of the Ambassadorcar to Maruti 800 to latest M&M Xylo. The industry is highly competitive with anumber of global and Indian companies present today. It is projected to be the thirdlargest auto industry by 2030 and just behind to US & China, according to a report.The industry is estimated to be a US$ 34 billion industry.

Indian Automobile industry can be divided into three segments i.e. two wheeler, threewheeler & four wheeler segment. The domestic two-wheeler market is dominated byIndian as well as foreign players such as Hero Honda, Bajaj Auto, Honda Motors,TVS Motors, and Suzuki etc. Maruti Udyog and Tata Motors are the leading

passenger car manufacturers in the country. AndIndia is considered as strategic market by Suzuki, Yamaha, etc. Commercial Vehiclemarket is catered by players like Tata Motors, Ashok Leyland, Volvo, Force Motors,Eicher Motors etc. The major players have not left any stone unturned to be global.Major of the players have got into the merger activities with their foreign counterparts.Like Maruti with Suzuki, Hero with Honda, Tata with Fiat, Mahindra with Renault,Force Motors with Mann.

Some of the early events and milestones in the car industry in India. 1928 The first imported car on the Indian roads.

1942 Hindustan Motors incorporated.

1944 Premier Automobiles started.

1948 First car manufactured in India.

1953 The Govt. of India decreed that only those firms which have amanufacturing program should be allowed to operate.

1955 Only 7 firms HM, API, SMPL, PAL, M & M, and TELCO receivedapproval.

Key Facts about Indias automobile industry:

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

Entry of more international players.

Contributes 5% to the GDP.

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

03 to 23 lakh units in 2007-08.

Targeted to be of $ 145 Billion by 2016.


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

The Liberalization in 1990 in India opened the doors for the entry of foreign productsinto the market. This made the market a consumer market with a lot of choices for theconsumers. The future of the products depends on the consumers satisfaction. The

products, which are able to attract the consumers, are having a bright future and theothers are lost in the competition. So it is very important to know the pulse of thecustomers. The business people should always have correct information regarding thesatisfaction level in the customers. Different ways are to be implemented to increasethe satisfaction level in the customers.


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TATA COMPANY PROFILE

Tata Motors Limited, formerly known as TELCO (TATA Engineering andLocomotive Company), was formed in 1945. A Tata motor is the flagship company ofthe Tata Group with an annual turnover of approximately US $ 20 billion (92519crore) for the year starting April 1st 2009 to March 31st 2010. More than 5.9 billionTata Vehicles ply on Indian roads making Tata a dominant force in India automobileindustry. Its product range covers passenger cars, multiutility vehicles, light, mediumand heavy commercial vehicles for goods and passenger transport.

7 out of 10 medium heavy commercial vehicles bear the trusted Tata mark. A Tatamotor has the unique distinction of giving India its first and only indigenously built

passenger car. The Tata indica and the premium feature sedan-The Tata indigo. Theindica, launched in 1998, reached the 2,50,000 sales mark within 52 months of launch.The phenomenal success of these vehicles stands testimony of the companys researchand engineering expertise.

PROFILE

TATA motors was Established in 1945, Tata motors entered into a collaboration withPaimler Benz of Germany in 1954 to manufacture commercial vehicles, thecollaboration ended in 1969. A Tata motor has since grown from strength to strength.

A TATA motor is Indias premier and the only fully integrated automobilemanufacture. It is among the worlds top 10 commercial vehicle producers. TataMotors Limited is India's largest automobile company, with consolidated revenues ofRs. 92,519 crores (USD 20 billion) in 2009-10. It is the leader in commercial vehiclesin each segment, and among the top three in passenger vehicles with winning productsin the compact, midsize car and utility vehicle segments. The company is the world'sfourth largest truck manufacturer, and the world's second largest bus manufacturer.

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

of India. Over 5.9 million Tata vehicles ply on Indian roads, since the first rolled outin 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 setup an industrial joint venture with Fiat Group Automobiles at Ranjangaon(Maharashtra) to produce both Fiat and Tata cars and Fiat powertrains. The companyis establishing a new plant at Sanand (Gujarat). This is coupled with a nation-widecustomer support, sales and service network.Tata Motors, the first company from India's engineering sector to be listed in the New

York Stock Exchange (September 2004), has also emerged as an internationalautomobile company. Through subsidiaries and associate companies, Tata Motors hasoperations in the UK, South Korea, Thailand and Spain. Among them is Jaguar LandRover, a business comprising the two iconic British brands that was acquired in 2008.


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In 2004, it acquired the Daewoo Commercial Vehicles Company, South Korea'ssecond largest truck maker. The rechristened Tata Daewoo Commercial VehiclesCompany has launched several new products in the Korean market, while alsoexporting these products to several international markets. Today two-thirds of heavycommercial vehicle exports out of South Korea are from Tata Daewoo. In 2005, TataMotors acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coachmanufacturer, and subsequently the remaining stake in 2009. Hispano's presence is

being expanded in other markets. In 2006, Tata Motors formed a joint venture with theBrazil-based Marcopolo, a global leader in body-building for buses and coaches tomanufacture fully-built buses and coaches for India and select international markets.In 2006, Tata Motors entered into joint venture with Thonburi Automotive AssemblyPlant Company of Thailand to manufacture and market the company's pickup vehiclesin Thailand. The new plant of Tata Motors (Thailand) has begun production of theXenon pickup truck, with the Xenon having been launched in Thailand in 2008.Tata Motors is also expanding its international footprint, established through exportssince 1961. The company enjoys a significant demand in export market like Europe,Australia, South East Asia, Middle East and Africa also. The companys vehicles areseen in over 70 countries now. It has franchisee/joint venture assembly operations inKenya, Bangladesh, Ukraine, Russia, Senegal and South Africa.

With over 3,000 engineers and scientists, the company's Engineering Research Centre,established in 1966, has enabled pioneering technologies and products. The companytoday has R&D centres in Pune, Jamshedpur, Lucknow, Dharwad in India, and inSouth Korea, Spain, and the UK.

Customer sensitive approaches towards building products and state-of-the artmanufacturing facilities have given the company a huge lead over its competitors.Today 7 out of every 10 medium and heavy commercial vehicles on Indian roads bearthe trusted Tata mark. Tata motors presence in the utility vehicles and passenger carsmarket has been firmly established. In 1998, it launched Indias first fully indigenisedcar, indica, to the discerning consumer and has been phenomenally successful. Tatamotors is consistently evolving in its offerings to the Indian automobiles market.

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

indigenously developed mini-truck.

In January 2008, Tata Motors unveiled its People's Car, the Tata Nano, which Indiaand the world have been looking forward to. The Tata Nano has been subsequentlylaunched, as planned, in India in March 2009. A development, which signifies a firstfor the global automobile industry, the Nano brings the comfort and safety of a carwithin the reach of thousands of families. The standard version has been priced atRs.100,000 (excluding VAT and transportation cost). Designed with a family in mind,it has a roomy passenger compartment with generous leg space and head room. It cancomfortably seat four persons. Its mono-volume design will set a new benchmark

among small cars. Its safety performance exceeds regulatory requirements in India. Itstailpipe emission performance too exceeds regulatory requirements. In terms ofoverall pollutants, it has a lower pollution level than two-wheelers being manufacturedin India today. The lean design strategy has helped minimise weight, which helps


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maximise performance per unit of energy consumed and delivers high fuel efficiency.The high fuel efficiency also ensures that the car has low carbon dioxide emissions,thereby providing the twin benefits of an affordable transportation solution with a lowcarbon footprint.

In May 2009, Tata Motors introduced ushered in a new era in the Indian automobileindustry, in keeping with its pioneering tradition, by unveiling its new range of worldstandard trucks called Prima. In their power, speed, carrying capacity, operatingeconomy and trims, they will introduce new benchmarks in India and match the bestin the world in performance at a lower life-cycle cost.

MILESTONES ACHIVED

1945:

Tata Engineering and Locomotive Company Limited was established tomanufacture locomotives and other engineering products.

1948:

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

1954:

Collaboration with Daimler Benz AG, W.Germany, for manufacture ofmedium commercial vehicles. The first vehicle rolled out with in 6 months of the contract.

1959:

Research and Development Center set up at Jemshedpur.

1961:

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

1966:

Setting up of the engineering research center at pune to provide impactsto automobile research and development.

1971:

Introduction of DI engines.1977:

First commercial vehicle manufactured in Pune.1983:

Manufacture of heavy commercial vehicle commences.

1985:

First hydraulics excavator produced with Hitachi collaboration.

1986:

Production of first light commercial vehicle, Tata 407, indigenouslydesigned followed by Tata 608.

1991: Launch of the first indigenous passenger car of Tata Siera. One million vehicles rolled out.


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1992:

Launch of Tata estate.

1993:

Joint venture agreement signed with Cummins Engine Co. inc. Powerand emission friendly diesel engines.

1994:

Launch of Tata Sumo. The multi utility vehicle. Joint venture agreement signed with M/s. Daimler Benz / MercedesBenz for manufacture of Mercedes Benz passenger cars in India.

Joint venture agreement signed with Tata Holset Ltd., U.K. formanufacturing turbo chargers to be used on Cummins engines.

1995:

Mercedes Benz Car E 220 launched.1997:

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

1998:

Tata Safari Indias first sports utility vehicle launched.

2 million vehicles rolled out.

Indica, Indias first fully indigenous passenger car launched.

1999:

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

week. Commercial production of Indica commences in full swing.

2000:

First consignment of 160 Indicas shipped to Malta.

Indica with Bharat stage 2 (Euro II) complaint diesel engine launched. Launch of CNG buses.

2001:

Indica V2 launched 2nd generation indica. Indica V2 becomes Indians number one car in its segment.

Exits joint venture with Daimler Chrysler.

2002:

Unveiling of the Tata Sedan at Auto Expo 2002. 5,00,000th passenger vehicle rolled out.

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

2003:

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


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On 29th July J.R.D Tatas birth anniversary, Tata Engineerings becomesTata Motors Limited.

2004:

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

Tata Motors completes acquisition of Daewoo Commercial VehicleCompany

Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the heavyduty truck 'NOVUS' , in Korea

Tata Motors lists on the NYSE

2005:

Tata Motors rolls out the 500,000th Passenger Car from its Car PlantFacility in Pune

Branded buses and coaches - Starbus and Globus - launched

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

Tata Motors wins JRD QV award for business excellence.

Inauguration of new factory at Jamshedpur for Novus

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

Launch of Tata Novus

Launch of Novus range of medium trucks in Korea, by Tata DaewooCommercial Vehicle Co. (TDCV)

2006:

Tata Motors and Marcopolo, Brazil, announce joint venture tomanufacture fully built buses & coaches for India & markets abroad

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

Tata Motors extends CNG options on its hatchback and estate range

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

Tata Motors and Fiat Group announce three additional cooperationagreements

2007:


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

Tata Motors and Thonburi Automotive Assembly Plant Co. (Thonburi),announce formation of a joint venture company in Thailand to manufacture,assemble and market pickup trucks.

Tata-Fiat plant at Ranjangaon inaugurated

Fiat Group and Tata Motors announce establishment of Joint Venture inIndia

2008:

Ace plant at Pantnagar (Uttarakhand) begins production.

Indica Vista the new generation Indica, is launched.

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

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

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

Tata Motors signs definitive agreement with Ford Motor Company topurchase Jaguar and Land Rover.

Tata Motors completes acquisition of Jaguar Land Rover.

Tata Motors is Official Vehicle Provider to Youth Baton Relay for TheIII Commonwealth Youth Games Pune 2008.

2009:

Tata Marcopolo Motors, Dharwad plant beings production

Tata Motors launches Nano - The People's Car

Launch of premium luxury vehicles - Jaguar XF, XFR and XKR and LandRover Discovery 3, Range Rover Sport and Range Rover from Jaguar andLand Rover in India

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

Tata Motors acquires remaining 79% in Hispano Carrocera.

2010:

Appointment of Mr. Carl-Peter Forster as Managing Director of TataMotors.


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Tata Motors to construct heavy truck plant in Myanmar under Governmentof Indias Line of Credit.

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

Tata Motors Passenger Car Division launches Tata Motors Service Edgefor leading edge customer service.

Chief Minister of Punjab inaugurates Tata Motors supported State Instituteof Automotive and Driving Skills.

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

Tata Motors Group displays the widest range of products and environment-friendly technologies at Auto Expo 2010.

Tata Motors : ASSOCIATES

Over the years, Tata Motors has made substantial investments in building

companies that add value, facilitate and support is diverse range of business activities.

Telco Construction Equipment Co. Ltd. (Telco)

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

HV Axles Ltd., (HVAL)

HV Transmissions Ltd., (HVTL)

TAL Manufacturing Solutions Ltd. (TAL)

Sheba Properties Ltd. (Sheba)

Telco Dadajee Dhackjee Ltd. (TDDL)

Minicar (Indica) Ltd > (Minicar)


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CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depends on the offers performance inrelation to the buyers expectations. In general.

Satisfaction is a persons feeling of pleasure resulting from comparing a productsperceived performance (or outcome) in relation to his or her expectations.

As this definition makes clear, satisfaction is a function of perceived performance andexpectations. If the performance falls short of expectations, the customer is

dissatisfied. If the performance matches the expectations, the customer is satisfied. Ifthe performance exceeds expectations, the customer is highly satisfied or delighted.

Many companies are aiming for high satisfaction because customers who are justsatisfied still find it easy to switch when a better comes along. Those who are highlysatisfied are much less ready to switch. High satisfaction are delight creates andemotional bond with the brand, not necessary a rational preference. The result is highcustomer loyalty.

From past buying experience, friend and associates advice and marketers and

competitors information and promises buyers form their expectations. Some oftodays most successful companies are raising expectations and delivering

performance to match. These companies are aiming for TCS-total customersatisfaction. The key to generating high customer loyalty is to deliver high customervalue.

In addition to tracking customer value expectation and satisfaction, companies needto monitor their competitors performance in these areas. For example, a company was

pleased to find that 80 percent of it customers said they were satisfied. Then the CEOfound out that its leading competitors attained a 90 percent customer satisfactionscore. He was further dismayed when he learned that this competitors was aiming toreach a 95 percent satisfaction score.Tools for Tracking and measuring customer satisfaction


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Complaint andsuggestionssystems

A customer-centered organization makes it easy for itscustomers to deliver suggestions and complaints. Manyrestaurants and hotels provide forms for guests to report likesand dislikes. Some customer-centered companies P&G,General Electric, Whirlpool establish hot lines with tool-free 800 telephone numbers. Companies are also adding web

pages and email to facilitate two-way communication,. Theinformation flows provide companies with many good ideasand enable them to act quickly to resolve problems.

CustomerSatisfactionsurveys

Studies show that although customer are dissatisfied with oneout of every four purchases, less than 5 percent of dissatisfiedcustomers will complain. Most customers will buy less orswitch suppliers. Complaint levels are thu8s not a goodmeasure of customer satisfaction. Responsive companies

measure of customer satisfaction directly by conducting periodic surveys,. They send questionnaires or maketelephone calls to a random sample of recent customers. Thealso solicit buyers views on their competitors performances.

While collecting customer satisfaction data, it is also useful toask additional questions to measure repurchased intention;this will normally be high if the customers satisfaction ishigh. It is also useful to measure the likelihood or willingnessto recommend the company and brand to others. A high

positive word-of-mouth score indicates that the company isproducing high customer satisfaction.

Ghostshopping

Companies Can Hire Persons To Pose As Potential Buyers ToReport On Strong And Weak Points Experienced In BuyingThe Companies And Competitors Products. These mysteryshoppers can even these whether the companys sales

personnel handle various situations well. Thus, a mysteryshopper can complain about a restaurants food to test howthe restaurant handles this complaint. Not only shouldcompanies hire mystery shoppers but managers themselves

should leave their offices from time to time, enter companyand competitors sales situations where they are unknown, andexperience first hand the treatment they receive ascustomers. A variant of this is for managers to phone theirown company with questions and complaints to see how thecalls are handled.

Lost customeranalysis

Companies should contract customers who have stoppedbuying or who have switched to another supplier to learn whythis happened. When IBM loses a customer, it mounts a


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thorough effort to learn where it failed. Not only is itimportant to conduct exit interviews when customers first stop

buying, it is also necessary to monitor the customer loss rate.If it is increasing this clearly indicates that the company isfailing to satisfy customers.

For customer-centered companies, customers satisfaction is both a goal and amarketing tool. Companies that achieve high customer satisfaction ratings make surethat their target market knows it.

When customers rate their satisfaction with an element of the companys performance-say, delivery-the company needs to recognize that customers vary inhow they define good delivery. It could mean early delivery, on-time delivery, ordercompleteness, and so on. Yet if the company had to spell out every element in detail,

customers would face a huge questionnaire. The company must also realize that twocustomers can report being highly satisfied for different reasons. One may be easilysatisfied most of the time and the other might be hard to please but was pleased on thisoccasion.


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NEED FOR THE STUDY

These days it is very clear that market is having drastic changes and all the companiesare acting according to it because to survive in the market and this should be achieved

by studying about the customer options and analyzing their future requirements.

This study is definitely going to help to analyze the customer and can take necessarysteps for the improvement of the services by the company.

Because customers are the real advertisement for any product so the company should be in position to meet the customer requirements and also should maintain theCUSTOMER RELATIONSHIP.

TATA MOTORS is not only concerned with selling of their products they alsoconcerned with providing service to the customers after selling. So there is necessityfor the company to find out the satisfaction level of the customers, at different levelsin the company. Which help the organization to find out the ways in improving theservices being provided to the customers, To increase the satisfaction level in them.

OBJECTIVES

The following are the objectives of the study:

Primary objectives :

To find the satisfaction level of the customer regarding the service provided.


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To find out any drawbacks in the service delivery.

Secondary objectives :

To determine the performance of the company

To mark suggestions for promotional measures to increase the customer

satisfaction.

LIMITATIONS

The following are the limitations of the present study:

Surveyed area is limited only to Delhi (Mainly in NAZAFGARH ROAD AERA).

The time is a limitation to cover more respondents.


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Sample size may not fully represent the whole population.

The information provided by the customers might be biased.

RESEARCH METHODOLOGY

INTRODUCTION :

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

One the problem is defined, the next is the research design becomes easier. The

research design is the basic framework, which provides guideline for the rest of the


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research process. The research design specifies the methods of data collection and

analysis.

I. Collection of Primary Data:

Communication and observation are the two basic means used by me for collecting

primary data. Communication involves questioning the respondents to secure the

desired information by using data collection instrument called Questionnaire. The

questionnaire used in my study is consisting of closed-end questions and one open

ended question.

Closed-end questions:

Fixed alternative questions are used in the questionnaire. This consists of

A. Dichotomous Questions: The respondent is given a choice between only

two alternatives.

B. Multiple-choice Questions: The respondents are given a set of

alternatives to answer.

Open-ended question:

The customers are asked to give suggestions to improve the service in the form

of open-ended question at the end of the questionnaire.

II. Collection of Secondary Data:

Internal and external secondary data is collected for the purpose of study. Internal

secondary data is collected within the company. This data includes company records,

previous research reports and other relevant information.

External secondary data is generated from outside. This data includes publications,

government records and Internet etc.


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III. Sampling Procedure:

Sample Size: 100

Sampling Procedure: Simple random sampling approach has been

adopted.

IV. Mode of communication:

There arethree different methods of communications used by me.

1. Personal interview

2. Telephone interview

3. Mail interview

Among the three personal interview is the most versatile and flexible mode of

communication. So the personal interview was more frequently for the study.

Statistical analysis:

Data analysis and interpretation are necessary ingredients to make the primary

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

has been collected by survey using a structural questionnaire, has been systematically

organized, tabulated and edited, so as to properly analyze and achieve the objectives.


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1. What made you to buy this vehicle?

TABLE 1

S. No. Features No. of Respondents %

1. Model 23 23

2. Price 13 133. Quality 21 21

4. Brand Name 29 29


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5. Other Benefits 14 14

100 100

Inference :

29% of the customers opted Tata vehicle basing on the brand name, 23% basing on

the model, 21% basing on the quality, 14% basing on other benefits and 13% basing

on the price. The brand name of the TATA and quality of product should be taken

care of while providing service.

CHART 1

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

warranty of the vehicle and the financial schemes and the delivery

procedure at the time of purchase?

TABLE 2


1. Delighted 4 4

2. Very satisfied 27 273. Satisfied 45 45

4. Somewhat dissatisfied 12 12

5. Very dissatisfied - 0

23

13

21

29

14

0

5

10

15

20

25

30

35

Model Price Quality Brand

Name

Other

Benefits

Reason for buying TATA Vehicle

No.ofRespondents

Model

Price

Quality

Brand Name

Other Benefits


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6. No response 12 12

100 100

Inference :

76% of the customers are satisfied about the explanation about the benefits,

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

are somewhat dissatisfied, so the company had to made more effort to satisfy the

dissatisfied customers.

CHART 2

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

TABLE 3


1. Delighted 12 12

2. Very satisfied 30 30

3. Satisfied 42 42



6. No response 12 12

100 100

4

27

45

12

0

12

0

5

10

15

20

25

30

35

40

45

50

Delighted Very

satisfied

Satisfied Somewhat

dissatisfied

Very

dissatisfied

No response

Satisfaction Level

No.ofRespondent

Delighted

Very satisfied

Satisfied

Somewhat dissatisfied

Very dissatisfied

No response


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Inference :

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

of enquiry, 30% are very satisfied, 12% are delighted so the sale personnel are

performing their task quite efficiently. Also there are 4% customers that are somewhat

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

CHART 3

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

TABLE 4

S. No. Features No. of Respondents %1. Delighted 23 23


3. Satisfied 25 25



100 100

Inference :

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

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

12

30

42

4

0

12

0

5

10

15

20

25

30

35

40

45

Delighted Very

satisfied

Satisfied Somewhat

dissatisfied

Very

dissatisfied

No response

Satisfaction Level

No.ofRespondent

Delighted

Very satisfied

Satisfied


Very dissatisfied

No response


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CHART 4

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

TABLE 5


1. Delighted 11 11


3. Satisfied 30 304. Somewhat dissatisfied 9 9


100 100

Inference :

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

the service advisors, thus the service advisors are performing their duties with

perfection, there are only 9% customers that are somewhat dissatisfied from service

advisors.

23

44

25

8

00

5

1015

20

25

30

35

40

45

50

Delighted Very satisfied Satisfied Somewhat

dissatisfied

Very

dissatisfied

Satisfaction Level

No.

ofRespondent

Delighted

Very satisfied

Satisfied


Very dissatisfied


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CHART 5

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

waiting room etc.,

TABLE 6


1. Delighted 13 13


3. Satisfied 51 51


5. Very dissatisfied 2 2100 100

Inference :

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

satisfied, the valuable suggestions can be taken from the unsatisfied customers to

improve the facilities.

11

50

30

9

00

10

20

30

40

50

60


dissatisfied

Very

dissatisfied

Satisfaction Level

No.ofRespondent

Delighted

Very satisfied

Satisfied


Very dissatisfied


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CHART 6

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

TABLE 10


1. Yes 85 85

2. No 15 15

100 100

Inference :

85% of the customers say that the service is being attended correctly torelevant complaint. Where as 15% feel that the service is not attended correctly to

relevant complaint.

CHART - 10

8

30

51

11

00

10

20

30

40

50

60


dissatisfied

Very

dissatisfied

Satisfaction Level

No.ofRespondent

Delighted

Very satisfied

Satisfied


Very dissatisfied


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

TABLE 8


1. Delighted 6 6


3. Satisfied 34 34


5. Very dissatisfied 4 4

100 100

Inference :

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

reported by them, 34% are satisfied, 16% are somewhat dissatisfied, 6% are delighted

and 4% are very dissatisfied. Thus 20% of the customers are not totally satisfied with

85%

15%

Yes

No


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the solution for their problem thus the service advisor has to provide most satisfactory

solution.

CHART 8

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

as per the conditions desired by you from service station.

TABLE 13


1. Delighted 10 10


3. Satisfied 34 344. Somewhat dissatisfied 19 19

5. Very dissatisfied 4 4

100 100

Inference :

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

station, 33% are very satisfied, 19% are somewhat dissatisfied, 10% are delighted and

9% are very dissatisfied.

CHART 13

6

40

34

16

4

0

5

10

15

20

25

30

35

40

45


dissatisfied

Very

dissatisfied

Satisfaction Level

No.o

fRespondent

Delighted

Very satisfied

Satisfied


Very dissatisfied


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

delivery.

TABLE 14


1. Delighted 10 10


3. Satisfied 37 37



100 100

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

bill at the time of delivery, 37% are satisfied, 12% are somewhat dissatisfied and 10%

are delighted.

CHART 14

10

33 34

19

4

0

5

10

15

20

25

30

35

40


dissatisfied

Very

dissatisfied

Satisfaction Level

No.ofRespondent

Delighted

Very satisfied

Satisfied


Very dissatisfied


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11. Are your receiving our service reminders regularly ?

TABLE 17


1. Yes 56 56

2. No 44 44

100 100

Inference :

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

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

10

41

37

12

00

5

10

15

20

25

30

3540

45


dissatisfied

Very

dissatisfied

Satisfaction Level

No.ofRespondent

Delighted

Very satisfied

Satisfied


Very dissatisfied


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CHART - 17

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

TABLE 18


1. Yes 60 60

2. No 40 40

100 100

Inference :60% of the customers have been informed about the next service schedule.

Where as 40% of the customers are not informed about the next service schedule.

56%

44%Yes

No


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CHART 18

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

TABLE 19


1. Delighted 4 4


3. Satisfied 46 46

4. Somewhat dissatisfied 7 75. Very dissatisfied 1 1

100 100

Inference :

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

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

1% is very dissatisfied.

60%

40%

Yes

No


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CHART 19

4

42

46

7

1

0

5

10

15

20

25

30

35

40

45

50


dissatisfied

Very

dissatisfied

Satisfaction Level

No.ofRespondent

Delighted

Very satisfied

Satisfied


Very dissatisfied


42/47

FINDINGS

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

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

29% of the customer opted Tata vehicel basing on the brand name, 23% basing onthe model, 21% basing on the quality, 14% basing on other benefits and 13%

basing on the price.

45% of the customers are satisfied about the explanation about the benefits,features, etc., at the time of purchase, 27% are very satisfied, 12% very satisfied,12% are somewhat dissatisfied, 4% are delighted and 12% had not responded tothe above question.

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

time of enquiry, 30% are very satisfied, 12% are delighted, 4% are somewhatdissatisfied and 12% had not responded to the above question.

50% of the customers are very satisfied by the reception of the service advisor,30% are satisfied, 11% are delighted and 9% are somewhat dissatisfied.

44% of the customers are very satisfied by the time taken to open job card, 25%are satisfied, 23% are delighted and 8% are somewhat dissatisfied.

46% of he customers are satisfied by the attitude of the service personnel, 28% arevery satisfied, 140% are somewhat dissatisfied, 11% are delighted and 1% verydissatisfied.

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

very satisfied, 11% are somewhat dissatisfied and 8% are delighted. 73% of the customers say that they are being informed if any extra job is required

to their vehicle. Where as 27% of the customers are not informed about the extrajob required for their vehicle.

85% of the customers say that the service is being attended correctly to relevantcomplaint. Where as 15% feel that the service is not attended correctly to relevantcomplaint.

40% of the customers are very satisfied with the solutions to all the problemsreported by them, 34% are satisfied, 16% are somewhat dissatisfied, 6% aredelighted and 4% are very dissatisfied.

53% of the customers are very satisfied with the quality of washing, 27% aresatisfied, 12% are delighted, 7% are somewhat dissatisfied and 1% is verydissatisfied.


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34% of the customers are satisfied with the delivery made from the service station,33% are very satisfied. 19% are somewhat dissatisfied, 10% are delighted and 9%are very dissatisfied 41% of the customers are very satisfied with the explanationof job done and bill at the time of delivery, 37% are satisfied, 12% are somewhatdissatisfied and 10% are delighted.

46% of the customers are satisfied with the general appearance of the workshop,40% are very satisfied, 8% are delighted, 4% are somewhat dissatisfied and 2% arevery dissatisfied.

42% of the customers are satisfied by the labour and spare parts charge, 42% aresomewhat dissatisfied, 7% are very satisfied, 6% are very dissatisfied and 3% aredelighted.

56% of the customers are receiving the service remainders regularly, where as44% of the customers are not receiving the service remainders regularly.

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

as 40% of the customers are not informed about the next service schedule. 46% of the customers are satisfied with the overall performance of the workshop

42% are very satisfied, 7% are somewhat dissatisfied, 4% are delighted and 1% isvery dissatisfied.

SUGGESTIONS

Prompt delivery of the vehicle should be made.

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

Facilities like A/C. News papers, Drinking water and weeklies must be providedand they must be up to the standards in customer waiting room.

MG Brothers must advertise it self about its service station by having boardingmainly at sales point and at customer waiting room.

A separate phone must be made available to deal with customers to inform themwhether the service station is ready to accept their Vehicles for service

The organization must appoint persons to deal with the customers in phone and toexplain the customers about the job done at the time of delivery.

Shelter must be their while going through job card.

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

must also go through the vehicle and if they find and things extra jobs to be donethem they must inform the owner and they must entire it in job card and then gothrough the work.


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Labour charges should be decreased

Service reminders should be sent regularly

Billing should be made faster.

CONCLUSION

The overall performance of the services in the workshop is satisfactory to many

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

services though not major ones but some of the problems may give side effect and

make cause more trouble in the future. So the problems need to be identified and

solved immediately. Some of the main things are as follows.

Prompt delivery should be made.

Charges are high and need to be decreased.

The efficiency of workers is to be increased.

Check list should be maintained so that any other extra jobs that

the customers are unaware can be solved.

If the problems identified are solved effectively, then the customer satisfaction

level increases on the organization.

M.G. BROTHERS AUTOMOBILES Pvt. Ltd., - NELLORE

CUSTOMER FEED BACK

Dear sir/MadamI ,C.MAHESH doing my M.B.A in Ramaraja institute of

technology & science, Tirupati. My project title is study on Customer


45/47

satisfaction towords TATA MOTORS SERVICE with reference to

M.G.BROTHERS PVT.LTD NELLORE.

I would be greatly obligut if you can spare your most valuable time

to answer the following questions, which my urge in bringing out this project .

Name of the customer :

Place :

Ph :

E-Mail :

Vehicle Model :

Vehicle Number :Address :

QUESTIONNARIES:

1. The Vehicle that you previously used [ ]

a) Maruti b) Toyota c) Machindra

d) Not used any vehicle e) Some other vehicle

2. What made you to buy this vehicle [ ]

a) Model b) Price c) Quality

d) Brand name e) Other benefits

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

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

of purchase. [ ]

a) Delighted b) Very satisfied c) Satisfied

d) Some what dissatisfied e) Very dissatisfied

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



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

the service advisor. [ ]

a) Delighted b) Very satisfied c) Satisfiedd) Some what dissatisfied e) Very dissatisfied

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


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[ ]



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



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

room etc., [ ]



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

a) Delighted b) No

10. Are you satisfied with the quality of washing [ ]



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

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



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

delivery [ ]

a) Delighted b) Very satisfied c) satisfied


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



14. Are you receiving our service reminders regularly [ ]

a) Yes b) No

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




47/47

Sir, I heartfully thank you for sparing your valuable time for me

CHILAKAPATI.MAHESH

Place :

Date : Signature.

BIBLIOGRAPHY

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

PROF. G.C.BERI

Marketing Management (the Millennium edition & 8th Edition)

PHILIP KOTLER

51071747 customer satisfaction towards thetata motor service four wheeler tata motor service four...

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