Professional Documents
Culture Documents
Details Executive Summary: Page No
Details Executive Summary: Page No
Details Executive Summary: Page No
CONTENTS
Theoretical Background
4 38-44
Utility of the Project
5 50-57
Methodology Adopted
6 58-60
Findings and Conclusion
7 61-75
Recommendations
8 76-77
Limitation
9 78
10 Bibliography 79-84
EXECUTIVE SUMMARY
The automobile industry in India is growing is at rapid rate of 42%.In general the Two
wheeler segment is growing at the rate of 26%.The global Manufacturers like Honda,
Yamaha and Suzuki have entered Indian market in collaboration with some Indian
companies. The motor cycle segment has become the core of two wheeler market with
new launches like TVS Flame, Hero Honda Hunk, Honda Shine,Bajaj Pulsar, Apache
RTR 160,Tvs Scooty Pep, Honda Pleasure, CBZ Extreme and so on and there are
many still to come. This shows the potential of Indian Two wheeler market and low
cost of production will make India a major Auto manufacturing hub. As the launch of
various models increase there is an increase need for servicing of this Vehicle
TVS is unique from all other two wheeler company in the country because it is
without any foreign collaboration. The company was established by T.V Sundaram
Iyengar in the year 1911 and was primarily into the production of mopeds. TVS
Motor Company Limited, the flagship company of the USD 2.2 billion TVS Group, is
the third largest two-wheeler manufacturer in India and among the top ten in the
world, with an annual turnover of over USD 650 million. The company has many first
to its credit like the introduction of the first indigenous moped and a 100 cc
motorcycle in collaboration with Japanese auto giant Suzuki.
When the collaboration ended in 2003, many thought that the company would die a
natural death due to the exit of the foreign collaborator. However the company proved
its detractors wrong by introducing the TVS Victor and rest as they say is history.
It is the third largest two wheeler manufacturer in India and has reached tenth
position among the world listing. Its dealer and customer network is widely spreaded
in India which includes over 500 dealers.
This company has been honored with The Deming Prize' for Total Quality
Management (TQM) with the hallmark of Japanese Quality.
TVS Apache- Bike of the Year 2006 by Business Standard Motoring. International
certifications like QS 9000, ISO 9000 and TS 16949.
The Project titled “ Customer Perception Towards the Post-Sale Service Provided by
Umarani TVS Auto Agencies, Hubli.” Is an attempt to check the is to check the
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satisfaction level of TVS customer regarding the post –sales service provided by
Umarani TVS Agency. The main aim of this project was to find the level of
satisfaction of the customers regarding the post-sales service & customer preferred
areas of improvement for Umarani TVS Auto Agency.
Area of study was limited to Hubli City. The methodology has been adopted to
Questionnaire methods with personal interviews and the results collimated according
to the nature of questions asked.
I have used both open-ended and close-ended questions in the questionnaire. With
given restricted sample size of the customers in the given area all efforts have made to
make sure that data is collected and analyzed.
I believe that the conclusions that I have drawn are based on the data I have collected
and interpretations I have made are based on the customers feed back.
Title of the Project:
Objective:
Sub objectives:
1) To study various attributes customers prefer in a two-wheeler service.
INDUSTRY PROFILE
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India is the second largest manufacturer and producer of two wheelers in the world. It
stands next only to Japan and China in terms of the number of two wheelers
produced and domestic sales respectively. The distinction was achieved due to
variety of reasons like respective policy followed by Government of India
towards the passenger car industry, rising demand for personal transport,
inefficiency in the public transportation system etc. Invention of Two-Wheelers
History can't be stored or categorized in a water tight compartment; neither can some
things be definitely told or strictly defined. In this section a general history of
two-wheelers is being traced without trying to venture into strict classification
and differentiation. Around 1840 a Scotsman named Kirpatrick Macmillan
came up with an idea of a pedal driven bicycle, Macmillan a blacksmith by
profession got the idea when he was asked to repair a hobby horse. The first
bicycle which its inventor called velocipede slowly started catching the fancy of
the people, as inquisitive minds started thinking of faster ways of getting around
the town.
Ind 1868 in France MIchaux-Perraux attached a small steam engine to a bicycle thus
adding a little more steam to the development. Around the same time across the
Atlantic a similar steam propelled machine was demonstrated by built by
Sylvester Howard Roper of Roxbury, Massachusetts.
However the invention of the first motorcycle was done by the German inventors
ottlieb Daimler and Wilhelm Maybach in 1885. The first petroleum-powered
vehicle, it was essentially a motorized bicycle, although the inventors called
their invention the Reitwagen ('riding car'). This engine was prepared more for
experimentation rather than for commercial purposes.
However as early as 1894 a motorcycle was available for commercial purposes. The
bike named Hildebrand and Wolfmuller was manufactured in a small scale few
hundreds to be precise. These two wheelers died a natural death due to high cost
and technical difficulties.
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Slowly the motorcycles were improved upon and soon they become faster, reliable
and more fuel efficient. For a separate history on the development of scooters
check out origin of scooters
In 1955, the Indian government needed sturdy and reliable motorcycles for its Army
and police to patrol the rugged border highways. The first batch of 350cc Bullet
from the Royal Enfield Company of UK were received and assembled at
Chennai.
Bajaj Auto began trading in imported Vespa scooters and three wheelers. Finally in
1960, it set up a shop to manufacture then in collaboration with Piaggio of Italy. The
agreement expired in 1971.
In the initial stages, the scooter segment was dominated by API,it was later overtaken
by Bajaj Auto. Although various government and private enterprise entered the fray
for scooters, the only new player that has lasted till today is LML.
Under the regulated regime, foreign companies were not allowed to operate in India.
It was a complete seller market with the waiting period for getting a scooter from
Bajaj Auto being as high as 12 years
The motorcycles segment was no different, with only three manufactures viz Enfield,
Ideal Jawa and Escorts .While Enfield bullet was a four stroke bike,Jawa and the
Rajdoot were two stroke bikes. The motorcycle segment was initially dominated by
Enfield 350 cc bikes and Escorts 175 cc bike.
The two wheeler market was opened to foreign competion in the mid -80s.And then
the market leaders Escorts and Enfield were caught unaware by the onslaught of the
100 cc bikes of the four Indo –Japanese joint ventures.
With the availability of fuel –efficient low power bike, demand swelled, resulting in
Hero Honda then only producer for four stroke bikes (100 cc category ),gaining top
slot.
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The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki and
Hero Honda brought in the first two stroke and four stroke engine motorcycles
respectively. These two players initially started with assembly of CKD kits, and later
on progressed to indigenous manufacturing. In the 90s the major growth of
motorcycles segment was brought in Japanese motorcycles, which grew at a rate of
nearly 25% in the last five years.
The industry had a smooth ride in the 50s,60s and 70s when the government
prohibited new entries and strictly controlled capacity expansion. The industry saw a
sudden growth in the 80s. The industry witnessed a steady growth of 14% leading to
peak volume of 1.9mn vehicles in 1990.
The entry of Kinetic Honda in mid –eighties with a variometric scooter helped in
providing ease of use to the scooter owners. This helped in inducing youngsters and
working women towards buying scooters, who were earlier inclined towards moped
purchase. In the 90s ,this trend was reversed with the introduction of Scooterette. In
the line with this, the scooter segment has constiently lost its part of the market share
in the two wheeler market.
In 1990s, the entire automobile industry saw a drastic fall in demand. This resulted in
a decline of 15% in 1991 and 8% in 1992,resulting in a production loss of 0.4 mn
vehicles. Barring loss due to increase rise in fuel prices, high input cost and reduced
purchasing power due to significant rise in general price level and credit crunch in
consumer financing .factors like increased production in 1992,due to new entrants
coupled with the recession in the industry resulted in companies either reporting
losses or fall in profits.
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changes, the introduction of 4 stroke scooters has followed the imposition of stringent
pollution
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Category
(till Sept’06) 2000-01 2001-02 2002-03 2003-04 2004-05 2005-06 2006-07
Multi-utility vehicles 4 3 1 3 6 5 3
Commercial vehicles 14 12 12 17 30 41 23
Technology
Hitherto, technology transfer to the Indian two-wheeler industry took place mainly
through: licensing and technical collaboration (as in the case of Bajaj Auto and LML);
and joint ventures (HHML). .
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A third form - that is, the 100% owned subsidiary route - found favour in the early
2000s. A case in point is HMSI, a 100% subsidiary of Honda, Japan. Table 2 details
the alliances of some major two-wheeler manufacturers in India.
Besides the below mentioned technology alliances, Suzuki Motor Corporation has
also followed the strategy of joint ventures (SMC reportedly acquired equity stake in
Integra Overseas Limited for manufacturing and marketing Suzuki motorcycles in
India).
Table 2
Technological tie-ups of Select Players
Bajaj Auto Technological tie-up Kawasaki Heavy Industries Ltd, Japan Motorcycles
With the two-wheeler market, especially the motorcycle market, becoming extremely
competitive and the life cycle of products getting shorter, the ability to offer new
models to meet fast changing customer preferences has become imperative. In this
context, the ability to deliver newer products calls for sound technological backing
and this has become one of the critical differentiating factor among companies in the
domestic market. Thus, the players have increased their focus on research and
development with some having indigenously developed new models as well as
improved technologies to cater to the domestic market. Further, with exports being
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one of the thrust areas for some Indian two-wheeler companies, the Indian original
equipment manufacturers (OEMs) have realised the need to upgrade their technical
capabilities. These relate to three main areas: fuel economy, environmental
compliance, and performance. In India, because of the cost-sensitive nature of the
market, fuel efficiency had been an interest area for manufacturers.
It is not only that the OEMs are increasing their focus on in-house R&D, they also
provide support to the vendors to upgrade the technology and also assist them striking
technological alliances.
Hero Honda is the clear market winner in the two-wheeler segment and boasts of more than 5
million customers. Located at Dharuhera and Gurgaon in Haryana, Hero Honda Motors
Limited has over 1500 sales outlets all over India.
• Glamour - FI
Hero Honda Karizma 223 CC
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Splendor +
124.7 CC
Super Splendor
SUZUKI MOTORCYCLES
MODEL CAPACITY
Suzuki Heat 125 CC
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KINETIC MOTORCYCLES
MODEL CAPACITY
Kinetic Aquila 249 CC
Kinetic Boss 97.2 CC
• Boss
• Boss 115
Kinetic Challenger 97.2 CC
Kinetic Comet 250 CC
Kinetic GF
• GF Laser 166 CC
• GF 170 166 CC
125 CC
• GF 125
Kinetic Stryker 97.2 CC
Kinetic Velocity 115 CC
Bajaj Auto Limited is one of the pioneering companies in the two wheeler industry.
Bajaj Auto has a vast network of about 1500 service centers and 500 dealers all over
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BAJAJ MOTORCYCLES
MODEL CAPACITY
Bajaj Avenger 180 CC
Bajaj Discover
• Bajaj Discover 111.63 CC
124.52 CC
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COMPANY FLASHBACK
TVS Motor Company Limited is the flagship company of TVS Group, the USD 2.2
billion group. The Group is the third largest two-wheeler manufacturer in India and
globally among the top ten, with an annual turnover of over USD 650 million.
Currently, the group has more than 30 companies and employs over 40,000 people
worldwide. With steady growth, expansion and diversification, it commands a strong
presence in the manufacturing of two-wheelers, auto components and computer
peripherals. They also have vibrant businesses in the distribution of heavy commercial
vehicles (HCV) passenger cars, finance and insurance.
1980 is the red letter year for TVS when India's first two-seater moped rolled out. It
ushered in an era of affordable personal transportation.
Quick Facts
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Venu Srinivasan
Director
T.K.Balaji
Director
T. Kannan
Director
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N. Ganga Ram
Director
C.R.Dua
Director
H. Lakshmanan
Director
T. R. Prasad
Director
K.S.Bajpai
Director
K.N. Radhakrishnan
Director
S. G. Murali
Sr.Vice President - Finance
T.S.Rajagopalan
Secretary
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In 1994 the company entered the market segment of scooters with introduction of
Scooty 2S, which was totally an indigenous design.
To become independent & increase profitability the R&D activities were focused &
after parting away with Suzuki in 2001 TVS motor company was formed. The first
indigenous product “ Victor” was launched which was very popular.
This success triggered introduction of new models every year. TVS Motor the
launched variants of Victor, Fiero & new products like Centra & star.
Overall TVS Motors established the presence in each segment of two wheelers:
Mopeds, Motorcycles and scooters. .
Sundaram Fastners
Southern Roadways
Sundaram Finance
TVS Group
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The TVS Group is India's leading supplier of automotive components and one of the
country's most respected business conglomerates.
Axles India was promoted by Sundaram Finance, Wheels India and Eaton corporation
for the manufacture of axles for medium and heavy duty commercial vehicles in
India. Production of pressed axle housings commenced in 1983. In the latest
production year, axle housings coming out of Axles India's two world class
production units exceeded 80,000 nos.
Besides drive axle housings, Axles India has in its range, capability for Trailer axle
beams and hub reduction axle housings. Drive heads for medium and heavy duty
commercial vehicles are being developed now.
Brakes India
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Incorporated on 9th February 1998, TVS Finance LTD (TVS F&S) is a finance
company under the TVS Group. With a share capital of Rs.130 million, TVS F&S is
in the business of retail finance, hire purchase, leasing and bill discounting. TVS F &
S stock on hire and leased assets as on 31st March 1999, stood at Rs.6999 million and
Rs.646 million Respectively.
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The fund base of TVS F&S, mobiles from retail clients, by way of deposits/secured
non-convertible bonds was at Rs.1415.6 million as on 31st March 1999. The net
worth of the company on the same date was Rs.289 million, funds deployed were
Rs.2538.5 million
.
Products and Services
TVS F & S's core business includes both corporate and retail finance. The products
offered to the corporate sector include leasing and hire purchase of equipment and
discounting of bills. Retail financing is focused on financing products comprising
TVS Suzuki two wheelers, consumer durables and other IT products. Over the years,
F & S has built up a customer base of more than 50,000 households.
The company renders prompt customer service with the help of its computerized
back-office operations supported by state-of-the-art computer hardware and software.
Company Profile
Its division, Harita Rubber Products, manufactures rubber moulded components and
air brake hoses for the automotive industry with installed capacity of 750 tpa.
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Company Profile
Sundaram Textiles was formed in 1960 to manufacture 100% cotton and synthetic
yarn. It has two units: one at Nanguneri in Tirunelveli District and another at
Therkutheru in Madurai. The unit has 47000 spindles and 720 rotors. Currently the
company exports 50% of its production to several countries in Europe, Middle East,
Far East and South Asia.
Quality carded and combed cotton/blended yarn in hanks and cones, in counts of 16s
to 120s, in single and double yarn. TFO, knitting, weaving yarn, gassed, singed,
mercerized, Bleached yarn on cones and hanks. Open end yarn in cheese and hanks in
counts 6s to 20s.
Transenergy Limited
Company Profile
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Over 6000 cars have been retrofitted with CNG kits in the cities of Delhi, Mumbai,
Surat, Ankleshwar and Baroda with a market share in excess of 50% in the country.
CNG Conversion kits suitable for Premier Padmini, Ambassador, Contessa, Maruti
800, Omni, Esteem, Gypsy and Zen.
Company Profile
The manufacturing plant is located at Pulivalam, Vellore District, Tamil Nadu, and
the R&D centre at Padi, Chennai. The company's service centres are located at
Chennai, Calcutta and Delhi. TEL Turbochargers are fitted as Original Equipment for
Ashok Leyland, Simpson, TELCO, BEML and KOEL engines for industrial and
automotive applications.
Company Profile
The company was formed in 1994 as a joint venture between TVS and Cherry Electric
Corporation, USA. Manufacturing started in 1994
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Company Profile
TVS Interconnect Systems Limited was incorporated in the year 1999. The company
has its manufacturing facility located at Madurai. The Business Development and
Marketing Functions are head quartered at Bangalore. The regional marketing offices
are located at Bangalore, Hyderabad, Mumbai and Delhi
Company Profile
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the focus was on distribution of genuine replacement parts for Ashok Leyland and
Tata commercial vehicles from Quality auto component manufacturers from India,
Distribution of Ashok Leyland commercial vehicles, spare parts for Ashok Leyland,
Tata vehicles and Tractors. These are sourced from more than 30 leading, Indian,
Company Profile
TVS Motor Company Limited is one of the largest two-wheeler manufacturers and
also among the fastest growing companies in the country. It is the largest
manufacturer of sub 100cc (50cc, 60cc & 70cc category) 2-wheelers in the world.
It has the unique distinction of having sold nearly 4 million mopeds the highest ever
in India. It exports its range of products to 17 countries worldwide. Its unrelenting
pursuit of customer satisfaction in all aspects of manufacturing of 2-wheelers is
reflected in over 6 million satisfied owners of mopeds, motorcycles and scooters. Its
4000 highly motivated employees manufacture high quality vehicles from two
manufacturing plants in Hosur and Mysore, with a wide dealer network of around 410
& 1200 service outlets.
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Company Profile
The company was formed in 1995 as a joint venture between the TVS Group and
Reichle De Massari, Switzerland. Manufacturing started in 1997.
Company Profile
TVS Sewing Needles was established in 1962 as a joint venture with The Singer Co.,
USA. Production commenced in 1964. The initial range included two types of needles
manufactured with milled groove technology.
Today, the licensed production capacity is 100 million needles of 45 different types,
manufactured with die-press, eye rounding technology. Needles are also exported to
Household needles in six sizes, industrial needles (of 20 different types) for garment,
hosiery, shoe, leather, canvas and jute stitching industries.
Company Profile
Incorporated in 1982, TVS Srichakra’s has emerged as a leader in tyres and tubes for
two wheelers. Accredited with ISO 9001 certification, TVS Srichakra’s, with the
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brand TVS Tyres, manufactures the complete range of tyres and tubes for mopeds,
motorcycles, scooters and three wheelers. It is the largest single supplier to two
wheeler manufacturers in India. Supported by a wide network of dealers all over the
country, TVS Srichakra’s enjoys an excellent reputation in the Indian market. The
company has also developed a range of industrial pneumatic tyres, farm tyres, mining
tyres and implement tyres for export.
Tyre Division
Tyres and tubes for two and three wheelers, industrial pneumatic tyres, farm and
implement tyres, mining tyres and antique tyres. Phenolic and rubber moulded
products.
Networking Division
TVS & Sons Ltd., established in 1911, is the parent and holding company of the TVS
Group. TVS & Sons Ltd. is the largest automobile distribution company in India with
a turnover exceeding US$ 450 million (over RS 15000 million). It employs over 5000
persons. The company operates through three divisions; TVS & Sons, Sundaram
Motors and Madras Auto Service.
TVS & Sons distributes Heavy Duty Commercial Vehicles, Jeeps and Cars. It
represents various leading manufacturers like Ashok Leyland, Mahindra and
Mahindra Ltd., Fiat and Honda. The company has more than 100 outlets and is also
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the largest distributor of spare parts in India, handling more than 70 suppliers and
25000 part lines
TVS & Sons has grown to become a leading logistics solution provider and has setup
state-of-the-art warehouses across the country. The Logistics Division has tied up
with leading logistics consultants across the globe and provides logistics support to
almost all the leading automobile manufacturers in India. TVS & Sons has recently
diversified into distributing Garage Equipment ranging from paint booths to engine
analyzers and industrial equipment products. The strength of the company is the after-
sales-service it provides.
Company Profile
Erstwhile known as Unipart TVS Limited, the JV established in 1997 has been
renamed as TVS Automotive Europe Limited to reflect the changes made in the
shareholding structure. The company is promoted by T V Sundram Iyengar & Sons
Limited from India with JBE Ltd in UK and is primarily engaged in distribution of
automotive components and other engineering products sourced primarily from India.
The company covers United Kingdom and Western European Countries and is a
single contact point for potential buyers who want to source a range of components
from different manufacturing companies in India. Turnover for the year 2000 exceed
1 Million GBP. The company has plans to expand the scope of sourcing to
neighboring Asian countries also in the near future
Company Profile
Wheels India was set up as a joint venture between TVS and Dunlop, UK in 1960.
The company supplies wheels as Original Equipment to all major vehicle
manufacturers in the country. Wheels India is entering into collaboration with Titan,
the world leader in off-highway vehicle wheels relating to earthmoving, construction
and agricultural equipment. Manufacturing Plants are located at Chennai, Tamil
Nadu, Rampur, UP and Ranjangaon, Maharashtra. Wheels India has a workforce of
1200.
Wheels for commercial vehicles, cars, jeeps, tractors, construction equipment / earth
mover and defence vehicles, wire wheels for export and air suspension systems for
commercial vehicles
TVS Motor Company’s R&D division has an imposing pool of talent and one of the
most contemporary labs, capable of developing innovative designs.
Committed to achieving total customer satisfaction through Total Quality Control
(TQC), the Company continuously strives to give the customer, the best value for
money.
Eco-friendly
TVS is committed to protecting the environment. The company’s manufacturing
facilities at Mysore & Hosur have state-of-the-art facilities & air pollution control
measures. Even the suppliers are encouraged to ensure that their products meet eco-
friendly norms
Mopeds:
In the Moped segments there are 3 Models:
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1. TVS Champ 50 cc
2. TVS XL Super 70 cc
All these models are popular in the rural area especially in south and we hold 80 % of
the market in this segment.
Scooterettes:
In this segment
1. TVS Scooty
b) VICTOR GX (109.3 CC )
c) VICTOR Edge (125 CC )
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a) Fiero F2 (147CC)
7.TVS Sport (100 cc)
1980: India's first 2 seater 50cc Moped TVS 50, launched in August.
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2000: Launched TVS Fiero, India's first 150 cc, 4 stroke motorcycle in
April.
2004 - ‘Best design’ award in the two wheeler category for Scooty PEP
from National Institute of design and Business world.
2004: Launched TVS Star in Sept, a 100 cc motorcycle which is ideal for
rough terrain.
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FINANCIAL REPORT OF T VS
IN CRORES
Financials of TVS Motor Quarterly Annual
(Mar '07) (Mar '06)
Income Statement
Net Sales 919.88 3234.96
Other Income 26.96 80.72
PBDIT 37.04 283.35
Net Profit 9.05 117.00
Balance Sheet
Total Share Capital 23.75
Net Worth 766.12
Total Debt 385.04
Net Block 766.78
Investments 344.19
Net Current Assets -80.29
Total Assets 1151.16
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Umarani Tvs Auto Agencies ,Hubli partnership firm, with Mr. Somashekar V.
Umarani as managing partner, was established in the year 2006,as an authorized
dealership for TVS Motorcycles sales and service. It is the main dealer of TVS
motorcycles in Hubli.
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PROFILE
STRENGTHS:
PRESENT POSITION:
• Since August 2006,he is running TVS Motor Co Ltd. Two wheelers Main
Dealership in Hubli in the name of Umarani Autos
• Director of Sri Sai Urban Co-operative Credit Society Ltd. Hubli.
• He is active member of Rotary Club of Hubli (North).
• He is involved actively in promoting education to the downtrodden class to
bring their children to the main stream.
Rajashekhar V Umarani (B Sc )
Partner
Sales department
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STRENGTHS:
15 years Marketing experience in FMCG
STRENGTHS:
Worked as supervisor in Kirlosker Ferros for 10 years
STRENGTHS:
Worked in various organization as an accountant for 25 years
VISION
Umarani TVS will provide total customer satisfaction by giving the customer the right
product, at the right price, at right time. Umarani TVS strives for long-term relation
ships of mutual trust and interdependence with its customers, employees & suppliers
MISSION .
We are committed to customer satisfaction by giving high quality and value for
money products to customers not only this but also it is environmentally friendly &
lifetime personal transportation under TVS Brand. We are selling a leading product
which is one among the top two wheeler manufacturers in India and one among the
top five two wheeler manufacturers in Asia
OBECTIVES
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services provided by Umarani TVS auto Agencies”
SERVICE
We have High –Tech service station and spares section in the same premises. We
have trained manpower including the High tech tools and equipments (as per the
TVSM standard) to take care of the after sales service requirements. All our
mechanics and supervisors are trained by TVS-M. We provide three types of service
to the customers.
1. Free Service
2. Paid coupon Service
3. Post warranty Service
We sell all TVS-M two wheeler genuine spare parts and TVS-M recommended
lubricant oil in spares shop.
The Company launched TVS Star ,Apache, Scooty pep,Scooty Trenz, Scooty as the
products into the market .It has done sales about 1400 vehicles in just eleven
months .this is great achievement because it has done a great number of sales in just
short span of tie .this shows the great work done by Umarani Tvs autos
.
Umarani TVS Autos Agencies also have automated workshop with fully trained
senior mechanics to look after servicing of customers bikes. They provide door
service, express service, on the spot service ,breakdown service and help in getting
insurance claim for accident vehicles
The Showroom is fully centralized with smart looking and courteous sales staff. Their
showrooms also have ICICI, Centurion, TVS Finance Bank personnel, as they help
customer in getting vehicles loans.
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
The service enter is fully automated with experienced and well trained mechanics
.The customer Lounge is Air Cooled with facilities provide to customer like
Television, Magazines, Newspaper, Water cooler, Clean toilets etc.The billing system
and Job card entry system are fully computerized .There is one service manager, four
supervisor,10 mechanics and 5 helpers mechanics. The service center also provides
facilities like mobile charger, drop home facilities, door service, Sunday service,
customer information, pay board, express service, insurance renewal and claim
assistance break down service etc…
The Umarani TVs auto agencies occupies a unique place in the heart of the city i.e.
vidyanagar Hubli and also in the hearts of people of twin cities the newly built
showroom is two floored cellular being the service center, ground floor being the
showroom, ground floor being the showroom in the first floor being the office
Managing
Director
Finance Sales
Manager Manager
Accountan
t Sales Sales
Man Man
Asst Clerk
Accountan
t
PRODUCTS ARE
Babasabpatilfreepptmba.com Page 38
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Babasabpatilfreepptmba.com Page 39
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
The marketing is a process which starts with customer and ends with customer. The
Customer has become the main focus and all the marketing strategies revolve around
him. Previously the manufacture used to make a product and the self it to the
customer without any importance to after sales-service. But the market has totally
changed know and based on the customer wants the services are designed and
provided and the best example for this is SAP.
In case of services industry also the scenario has totally changed. Till early 90’s
companies did not pay much attention to after sales service and they mainly
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
concentrated only on the sale of the product. But later after LPG(Liberalization
Privatization Globalization) there was a vast change in Indian economy as most of the
foreign companies entered the Indian market and competition creped in and it was Do
or Die situation for the Indian companies. It was a tough task for the Indian
companies to compete with these global players. The Global players were more
customer centric and believed that service is the only way to keep in close proximity
with customers. The Indian companies also began to realize the importance of service
industry contributes 52% to Indian economy according a latest survey. The after sales
service plays a vital role in the customer choice of the vehicle.
The Indian automotive industry consists of five segments: commercial vehicles; multi
utility vehicle & passenger cars; two-wheelers; three-wheelers; and tractors. With
9,822,963 units sold in the domestic market and 8,53,591 units exported during the
first nine months of FY 2007 (9MFY 2007), the industry (excluding tractors) marked
a growth of 26% over the corresponding previous. The two- wheelers sales have
witnessed a spectacular growth trend since the mid nineties.
The Two-wheeler market in India is growing at a rapid rate of 26%. India is the
second largest two-wheeler market in the world, today. Two-wheeler account 79% of
Babasabpatilfreepptmba.com Page 41
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
the total automobile sales in India. The three main product segments in the two-
wheeler category, motorcycles dominate, largely because when compared to scooters
or mopeds, they are seen as objects of desire, in addition to utility. Out of the nearly
nine million two-wheeler sold annually in India today, 3.8 million are motorcycles.
Due to increase in the sales of the vehicle the need for after sales service has also
become very important. The after sales service is playing a main role in the choice of
the vehicle. The various customer satisfaction surveys carried out points that the
customer awareness regarding servicing of their vehicles has increased and customers
perceive the after sales service as an important aspect.
The increasing focus towards post-sales customer satisfaction has made me choose
this topic for my MCP. Beside all this was, an underlying interest in automobiles,
which made me to choose this project.
The project was a learning experience to me in the marketing stream. Through this
project I was able to learn a lot of things and co-relate them to theory with the practice
on the field, following were some of the utilities to me from the project.
Babasabpatilfreepptmba.com Page 42
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
It will help to understand what role service plays when a customer purchases a
Two-Wheeler.
The strategies that the organization can adopt to attract the customers.
The project is not only useful to the company but also the customers.
Their opinions will help the company to tailor-make the services they desire at
their feasible price.
Babasabpatilfreepptmba.com Page 43
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
TOPIC OF STUDY:
Babasabpatilfreepptmba.com Page 44
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Methodology adopted:
Sources of data
Data are facts, figures and other relevant materials, past and present, serving as bases
for study and analysis. The data serves as the basis for analysis without an analysis of
factual data no specific inferences can be drawn on the questions under study.
Inferences based on imagination or guesswork cannot provide correct answers to the
research questions, the relevance, adequacy and reliability of data determine the
quality of the findings of a study. For the purpose of present study, data from two
sources have been collected namely primary and secondary data.
Babasabpatilfreepptmba.com Page 45
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Primary data
Primary data are the data that are collected to help solve a problem or taken advantage
of an opportunity on which decision must be taken. The main method of collecting
primary data is survey method, there are different types of survey techniques for
example personal interview, mail survey, Internet survey and telephone survey.
Primary data is first hand information that has been collected by the researcher from
the respondents of Hubli city through personal interview method with the help of
questionnaire. Analysis, interpretation, summary of findings, conclusions and
recommendations are completely based on primary data.
Secondary data
Secondary data are data that were developed for some purpose other then helping to
solve the problem at hand. After identifying and defining the research problem and
determining specific information required solving the problem, the researchers task is
to look for the type and sources of data, which may yield the desired results.
Secondary data in this research references made by the researcher with the other
published sources. The present research will not be complete without the complete
reference to the relevant secondary data.
• Internet
www.India automobile.com
www.Tvs motors.com
www.Hero Honda motors .com
www.indiabike.com
www.acma.com
Babasabpatilfreepptmba.com Page 46
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
• Magzines-
Auto India, Overdrive, Hot Wheels.
Sampling Design
Steps
Babasabpatilfreepptmba.com Page 47
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Time- During the period of Dec 10, 2007 to April 19, 2008.
Vehicle owners list from TVS Umarani Auto Agencies( Dealer of TVS in Hubli),
Education institutions, Offices etc.
Babasabpatilfreepptmba.com Page 48
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Cumulative
Frequency Percent Valid Percent Percent
Valid TVS victor 25 31.3 31.3 31.3
star city 8 10.0 10.0 41.3
star 7 8.8 8.8 50.0
scooty pep+ 17 21.3 21.3 71.3
scooty pep 10 12.5 12.5 83.8
apache RTR 160 3 3.8 3.8 87.5
scooty 6 7.5 7.5 95.0
apache 1 1.3 1.3 96.3
Tvs Excel 3 3.8 3.8 100.0
Total 80 100.0 100.0
Babasabpatilfreepptmba.com Page 49
“Customer Perception towards the Post-sale
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30 31
20 21
13
10
10
Percent
9
8
4 4
0
TV
st
st
sc
sc
ap
sc
ap
Tv
ar
ar
oo
oo
ac
oo
ac
s
S
Ex
ci
vi
ty
ty
he
ty
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16
0
Inferences:
Among the 80 responded surveyed I found that 25 customers are have TVS
Victor that shows 31% respondents preferred Tvs Victor as there Bike. Scooty
Pep+ an Scooty Pep 21% and 12.5% customer having the two wheeler. That
shows most of the customers prefer Victor Pep And Pep+ bike as there Two
Wheeler.
Frequencies
How frequently you get your bike serviced? once in
Cumulative
Frequency Percent Valid Percent Percent
Valid 2 months 26 32.5 32.5 32.5
3-4 months 30 37.5 37.5 70.0
5-6 months 20 25.0 25.0 95.0
6-8 months 3 3.8 3.8 98.8
9-11 months 1 1.3 1.3 100.0
Total 80 100.0 100.0
Babasabpatilfreepptmba.com Page 50
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
9-11 months
1.3%
6-8 months
3.8%
25.0% 32.5%
3-4 months
37.5%
Findings
Conclusion
By this survey we can found that most of the people prefer service after 3-4 months. there
are 25% people who prefer service every 5-6 months company may convert them to turn as
3-4 month customers.
Frequencies
Babasabpatilfreepptmba.com Page 51
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Cumulative
Frequency Percent Valid Percent Percent
Valid pricing 5 6.3 6.3 6.3
location of service center 20 25.0 25.0 31.3
problem ractification 27 33.8 33.8 65.0
On time delivery 15 18.8 18.8 83.8
cleanliness of service
9 11.3 11.3 95.0
center
others 4 5.0 5.0 100.0
Total 80 100.0 100.0
Graph
30
27
20
20
15
10
9
5
Count
4
0
pr
lo
pr
cl
ot
ea
ca
he
ic
o bl
in
tim
ti o
r
e
s
g
l in
m
n
es
of
de
ra
s
se
ct
li v
of
i fi
er
rv
ca
se
ic
y
tio
rv
e
Findings
27 of them gave problem rectification as 1 st Priority this show that customer of Umarani
TVS auto agencies give more preference to problem ratification so company have to
concentrate on problem rectification. Location of service center and on time delivery are
equally important company must give preference to on time delivery it will help them to
gain customer or maintain customers.
Frequencies
Babasabpatilfreepptmba.com Page 52
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
was the problem of your vehicle rectified to your satisfaction during the last
servicing?
Cumulative
Frequency Percent Valid Percent Percent
Valid fully ractified 55 68.8 68.8 68.8
partly ractified 21 26.3 26.3 95.0
not ractified 4 5.0 5.0 100.0
Total 80 100.0 100.0
Graph
5.0%
26.2%
68.8%
Findings
Conclusion
Most respondents problem were Fully Rectified but still there is Scope for improvement.
Frequencies
Babasabpatilfreepptmba.com Page 53
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Cumulative
Frequency Percent Valid Percent Percent
Valid high priced 22 27.5 27.5 27.5
moderaltely priced 50 62.5 62.5 90.0
economically priced 8 10.0 10.0 100.0
Total 80 100.0 100.0
Graph
economically priced
10.0%
high priced
27.5%
moderaltely priced
62.5%
Findings
Conclusion
Most of the respondents felt the pricing to be moderate but a certain number of
respondents feel it to be highly priced.
Frequencies
Babasabpatilfreepptmba.com Page 54
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Your opinion about the org picking up your vehicle for servicing on a phone call?
Cumulative
Frequency Percent Valid Percent Percent
Valid i liked it i am using
26 32.5 32.5 32.5
this service
i did not know about
this service if detail 36 45.0 45.0 77.5
given i will pre
dont know and dont
11 13.8 13.8 91.3
prefer if i know
i know about this but
7 8.8 8.8 100.0
dont want to prefer
Total 80 100.0 100.0
8.7%
13.8%
i liked it i am usin
32.5%
45.0%
Findings
Out of the 80 respondents surveyed
45% said they would go for the pick-up service if detail were given
32% said they are using the service
14% said they don’t know about this and would not use it if even detail were given
9% said they knew about this service and would not prefer.
Conclusion
Most respondents would go for service if details were given and hence communication
should improve regarding the services.
Frequencies
Babasabpatilfreepptmba.com Page 55
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Was the servicing/ repair done in the bike explained to you at the time of
delevery?
Cumulative
Frequency Percent Valid Percent Percent
Valid yes 69 86.3 86.3 86.3
no 11 13.8 13.8 100.0
Total 80 100.0 100.0
Graph
no
13.8%
yes
86.3%
Findings
Conclusion
Most of the respondents were explained about the repair/ service carried out but still
there is scope for improvement.
Frequencies
Babasabpatilfreepptmba.com Page 56
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Q9)b) if yes how did you feel about the service carried out?
Cumulative
Frequency Percent Valid Percent Percent
Valid i liked it very much 48 60.0 60.0 60.0
i did not feel the
23 28.8 28.8 88.8
difference
i did not feel satisfied 5 6.3 6.3 95.0
i did not feel it worthwhile 4 5.0 5.0 100.0
Total 80 100.0 100.0
Graph
5.0%
i did not f eel satis
6.3%
28.7%
i liked it very much
60.0%
Findings
Out of the 69 respondents surveyed
60% liked about the repair explanation
29% did not feel the difference
6% were not satisfied
5% felt it was not worth while
Conclusion
Most of the respondents liked the service explanation and still there is scope for
improvement. Company also give preference to other 40% customer and try to
convert them to feel as its worth while.
Frequencies
Babasabpatilfreepptmba.com Page 57
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Cumulative
Frequency Percent Valid Percent Percent
Valid yes 63 78.8 78.8 78.8
no 17 21.3 21.3 100.0
Total 80 100.0 100.0
Graph
no
21.3%
yes
78.8%
Findings
out of the 80 respondents surveyed
79% are aware of TVS promotional activities
21% are not aware of TVS promotional activities.
Conclusion
Most of the respondent are aware TVS promotional activities. Still there are
respondents who don’t know about these activities company have to concentrate on
these customers.
Frequencies
Babasabpatilfreepptmba.com Page 58
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Cumulative
Frequency Percent Valid Percent Percent
Valid yes i think it will work 67 83.8 83.8 83.8
no i think it will not work 13 16.3 16.3 100.0
Total 80 100.0 100.0
no i think it w ill n
16.2%
83.7%
Findings
Conclusion
Most of the respondents felt that such scheme will work so company must offers such
scheme in future also and such scheme should be encouraged.
Frequencies
Babasabpatilfreepptmba.com Page 59
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Average
1.3%
Good
35.0% Excellent
11.2%
Very Good
52.5%
Findings
Conclusion
Most of the respondents felt the service station ambience is Very Good
Frequencies
Please tick the attribute you feel appropriate in case of Umarani Auto
Agencies in Process of servicing your vehicle(Water Wash and Polish)
Cumulative
Frequency Percent Valid Percent Percent
Valid Excellent 8 10.0 10.0 10.0
Very Good 30 37.5 37.5 47.5
Good 40 50.0 50.0 97.5
Average 2 2.5 2.5 100.0
Total 80 100.0 100.0
Babasabpatilfreepptmba.com Page 60
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Graph
Average
Excellent
2.5%
10.0%
Good
Very Good
50.0%
37.5%
Findings
Conclusion
Frequencies
Babasabpatilfreepptmba.com Page 61
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Please tick the attribute you feel appropriate in case of Umarani Auto
Agencies in Process of servicing your vehicle(Promptness in delivery)
Cumulative
Frequency Percent Valid Percent Percent
Valid Excellent 3 3.8 3.8 3.8
Very Good 8 10.0 10.0 13.8
Good 36 45.0 45.0 58.8
Average 29 36.3 36.3 95.0
Poor 4 5.0 5.0 100.0
Total 80 100.0 100.0
Graph
Poor
5.0%
Excellent
3.8%
Very Good
10.0%
Average
36.3%
Good
45.0%
Findings
Conclusion
Most of Respondents Felt the Promptness in delivery was Good but still there is a lot of
scope for improvement.
Frequencies
Babasabpatilfreepptmba.com Page 62
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Please tick the attribute you feel appropriate in case of Umarani Auto
Agencies in Process of servicing your vehicle(Location of Service station)
Cumulative
Frequency Percent Valid Percent Percent
Valid Excellent 6 7.5 7.5 7.5
Very Good 48 60.0 60.0 67.5
Good 25 31.3 31.3 98.8
Average 1 1.3 1.3 100.0
Total 80 100.0 100.0
Average
1.3%
Excellent
7.5%
Good
31.3%
Very Good
60.0%
Findings
60% of the respondents felt the Location of Service Station as Very Good
Conclusion
Frequencies
Babasabpatilfreepptmba.com Page 63
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Please tick the attribute you feel appropriate in case of Umarani Auto
Agencies in Process of servicing your vehicle(Staff behavior)
Cumulative
Frequency Percent Valid Percent Percent
Valid Excellent 2 2.5 2.5 2.5
Very Good 25 31.3 31.3 33.8
Good 45 56.3 56.3 90.0
Average 6 7.5 7.5 97.5
Poor 2 2.5 2.5 100.0
Total 80 100.0 100.0
Graph
Poor
2.5%
Excellent
Average
2.5%
7.5%
Very Good
31.3%
Good
56.3%
Findings
Conclusion
Most of the respondents liked the Staff Behavior but still there is scope for
improvement.
Frequencies
Babasabpatilfreepptmba.com Page 64
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Please tick the attribute you feel appropriate in case of Umarani Auto
Agencies in Process of servicing your vehicle(Understanding the repair
requirement by supervisior)
Cumulative
Frequency Percent Valid Percent Percent
Valid Excellent 11 13.8 13.8 13.8
Very Good 20 25.0 25.0 38.8
Good 45 56.3 56.3 95.0
Average 3 3.8 3.8 98.8
Poor 1 1.3 1.3 100.0
Total 80 100.0 100.0
Graph
Poor
1.3%
Average
Excellent
3.8%
13.8%
Very Good
25.0%
Good
56.3%
Findings
Conclusion
Most of the respondents felt the staff were well equipped to understand the repair
requirements.
Frequencies
Babasabpatilfreepptmba.com Page 65
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Please tick the attribute you feel appropriate in case of Umarani Auto
Agencies in Process of servicing your vehicle(Problem rectification)
Cumulative
Frequency Percent Valid Percent Percent
Valid Excellent 14 17.5 17.5 17.5
Very Good 23 28.8 28.8 46.3
Good 37 46.3 46.3 92.5
Average 4 5.0 5.0 97.5
Poor 2 2.5 2.5 100.0
Total 80 100.0 100.0
Graph
Poor
2.5%
Average
Excellent
5.0%
17.5%
Good
Very Good
46.3%
28.7%
Findings
29% of respondents felt that the Problem Rectification was Very Good
Conclusion
Most of the respondents Problem Rectification was Satisfactory but still there is scope
for improvement.
Babasabpatilfreepptmba.com Page 66
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Frequencies
Which is TVS bike you own?
Cumulative
Frequency Percent Valid Percent Percent
Valid TVS Victor 8 38.1 40.0 40.0
star city 2 9.5 10.0 50.0
star 3 14.3 15.0 65.0
scooty pep+ 5 23.8 25.0 90.0
scooty pep 1 4.8 5.0 95.0
others 1 4.8 5.0 100.0
Total 20 95.2 100.0
Missing System 1 4.8
Total 21 100.0
others
4.8%
Missing
scooty pep
4.8%
4.8%
scooty pep+
23.8% TVS Victor
38.1%
star
14.3% star city
9.5%
\
Frequencies
Babasabpatilfreepptmba.com Page 67
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Cumulative
Frequency Percent Valid Percent Percent
Valid 2 months 4 20.0 20.0 20.0
3-4 months 3 15.0 15.0 35.0
5-6 months 12 60.0 60.0 95.0
6-8 months 1 5.0 5.0 100.0
Total 20 100.0 100.0
6-8 months
5.0% 2 months
20.0%
3-4 months
15.0%
5-6 months
60.0%
Findings
Conclusion
Frequencies
Babasabpatilfreepptmba.com Page 68
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Cumulative
Frequency Percent Valid Percent Percent
Valid Pricing 7 35.0 35.0 35.0
Location 5 25.0 25.0 60.0
Problem Ractification 1 5.0 5.0 65.0
On Time Delivery 2 10.0 10.0 75.0
Cleanliness 3 15.0 15.0 90.0
Staff Beahviour 2 10.0 10.0 100.0
Total 20 100.0 100.0
Graph
8
7
7
6
5
5
4
3
3
2
2 2
Count
1
1
0
P
S
ri
ro
ta
le
n
c
a
b
ff
T
a
in
n
le
im
tio
g
B
lin
m
e
n
a
R
h
a
v
c
liv
io
tif
u
ic
ry
r
a
tio
Findings
Conclusion
Frequencies
Babasabpatilfreepptmba.com Page 69
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
you get bike serviced from any local service station If yes why?
Cumulative
Frequency Percent Valid Percent Percent
Valid Economic Pricing 11 55.0 55.0 55.0
Better Problem
4 20.0 20.0 75.0
Rectification
Good staff Behavior 5 25.0 25.0 100.0
Total 20 100.0 100.0
25.0%
Economic Pricing
55.0%
Better Problem Recti
20.0%
Findings
Conclusion
Frequencies
Babasabpatilfreepptmba.com Page 70
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Please tick the attribute you feel appropriate in case of Local Servic Station
In case of servicing your Vehicle(Service Station Ambience)
Cumulative
Frequency Percent Valid Percent Percent
Valid Very Good 1 5.0 5.0 5.0
Good 17 85.0 85.0 90.0
Average 2 10.0 10.0 100.0
Total 20 100.0 100.0
10.0% 5.0%
Good
85.0%
Findings
Conclusion
Frequencies
Babasabpatilfreepptmba.com Page 71
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Please tick the attribute you feel appropriate in case of Local Servic Station
In case of servicing your Vehicle(Water Wash & Polish)
Cumulative
Frequency Percent Valid Percent Percent
Valid Excellent 1 5.0 5.0 5.0
Very Good 7 35.0 35.0 40.0
Good 10 50.0 50.0 90.0
Average 2 10.0 10.0 100.0
Total 20 100.0 100.0
Excellent
A verage
5.0%
10.0%
Very Good
35.0%
Good
50.0%
Findings
Conclusion
Frequencies
Babasabpatilfreepptmba.com Page 72
“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Please tick the attribute you feel appropriate in case of Local Servic Station
In case of servicing your Vehicle(Delivary Time)
Cumulative
Frequency Percent Valid Percent Percent
Valid Very Good 11 55.0 55.0 55.0
Good 8 40.0 40.0 95.0
Average 1 5.0 5.0 100.0
Total 20 100.0 100.0
Average
5.0%
Good
40.0% Very Good
55.0%
Findings
Conclusion
Most of the respondents Felt the Promptness in Delivery Was Very Good.
Frequencies
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Please tick the attribute you feel appropriate in case of Local Servic Station
In case of servicing your Vehicle(Location)
Cumulative
Frequency Percent Valid Percent Percent
Valid Excellent 1 5.0 5.0 5.0
Very Good 12 60.0 60.0 65.0
Good 7 35.0 35.0 100.0
Total 20 100.0 100.0
Excellent
5.0%
Good
35.0%
Very Good
60.0%
Findings
60% of respondents felt the Location of Local Service station as Very Good
Conclusion
Most of the respondents liked the Location of Local service station and felt it was Very
Good.
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Frequencies
Please tick the attribute you feel appropriate in case of Local Servic Station
In case of servicing your Vehicle(Staff Behavior)
Cumulative
Frequency Percent Valid Percent Percent
Valid Very Good 9 45.0 45.0 45.0
Good 9 45.0 45.0 90.0
Average 2 10.0 10.0 100.0
Total 20 100.0 100.0
Average
10.0%
Very Good
45.0%
Good
45.0%
Findings
Out of the 80 respondents surveyed
Conclusion
Most of the Respondents liked the Staff Behavior of Local Service Station
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Frequencies
Please tick the attribute you feel appropriate in case of Local Servic Station
In case of servicing your Vehicle(Repair Requirement)
Cumulative
Frequency Percent Valid Percent Percent
Valid Very Good 15 75.0 75.0 75.0
Good 5 25.0 25.0 100.0
Total 20 100.0 100.0
Good
25.0%
Very Good
75.0%
Findings
Conclusion
Most of the respondents felt the staff were well equipped to understand the repair
Requirements.
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Frequencies
Please tick the attribute you feel appropriate in case of Local Servic Station
In case of servicing your Vehicle(Problem Ractification)
Cumulative
Frequency Percent Valid Percent Percent
Valid Very Good 14 70.0 70.0 70.0
Good 5 25.0 25.0 95.0
Average 1 5.0 5.0 100.0
Total 20 100.0 100.0
Average
5.0%
Good
25.0%
Very Good
70.0%
Findings
Conclusion
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Frequencies
was the problem of your vehicle rectified to your satisfaction during the last
servicing?
Cumulative
Frequency Percent Valid Percent Percent
Valid fully ractified 5 25.0 25.0 25.0
partly ractified 13 65.0 65.0 90.0
not ractified 2 10.0 10.0 100.0
Total 20 100.0 100.0
10.0%
25.0%
65.0%
Findings
Conclusion
Most of respondents problem were partly rectified but still there is scope for
improvement.
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
RECOMMENDATION
Following are some of the recommendations I would like to give based on analysis of
data collected from respondents and also my personal observation during the visit to
the service center
Get the regular feedback from the customer and improve on the areas
servicing
Improve upon the Water Wash service, as it is the most important aspect
in two-wheeler service.
customer satisfaction.
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
LIMITATIONS
Following were the some of the limitation encountered during the project tenure.
The units of TVS bikes in the Twin City is very large and the sample
The research was conducted in Hubli City between Dec 10 April 19 and
them.
The given time span for study was very less to cover the topic of the study.
There are many areas on which the project can be further worked upon.
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“Customer Perception towards the Post-sale
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Respected Sir/Madam,
RESPONDENTS DETAILS
Name :____________________________________________________________
Age :______________________
Gender :___________________
Occupation:_____________________________________
Address :___________________________________________
___________________________________________
Date : __________________________________
_________________________________________________________
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Q4. Rank your priorities in case of servicing of you bike? (Rank 1 for topmost
Priority, 2 for next and so on)
Pricing ______________________
Others ______________________
Q5. When is the last time you got your bike is serviced?
____________________________________________
Q6. Was the problem of your vehicle rectified to your satisfaction during the last
Servicing ?
Q8. Your opinion about the organization picking up your vehicle for servicing on
a Phone call?
I did not know about this service provided and will so for it if given
details.
I did not know about this service and will not prefer even if details are
given.
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Q9. Was the servicing/repair done in the bike explained to you at the time of
Delivery?
Yes No
If YES, how did you feel about the service carried out?
I liked it very much I dud not feel the difference I did not feel
satisfied
Yes No
Q11. Please tick the attribute you feel appropriate in case of Umarani Auto
Agencies
In the process of servicing your vehicle.
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Understanding
of repair
requirement by
concerned
supervisor
Problem
rectification
_____________________________________________________________________
_________________________________________________________
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Q4. Rank your priorities in case of servicing of you bike? (Rank 1 for topmost
Priority, 2 for next and so on)
Pricing ______________________
Others ______________________
____________________________________________
Q6. Did you get bike serviced from any local service station?
Yes No
If Yes why?
Q7. Please tick the attribute you feel appropriate in case of Local Service Station
In the process of servicing your vehicle.
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Promptness in
Delivery
Location of
Service station
Staff behavior
Understanding
of repair
requirement by
concerned
supervisor
Problem
rectification
Q8. Was the problem of your vehicle rectified to your satisfaction during the last
servicing at Local Servicing Station
Fully Rectified Partly Rectified Not Rectified
Q9. Please rate the attribute you feel appropriate in case of Umarani TVS Auto
Agencies in the process of servicing your vechicle in the scale of 1 to 5.( 1 being
poor and 5 being Excellent)
Service station Ambience 1 2 3 4 5
Water Wash and Polish 1 2 3 4 5
Promptness in Delivery 1 2 3 4 5
Location of Service station 1 2 3 4 5
Staff behavior 1 2 3 4 5
Understanding of Behavior 1 2 3 4 5
Understanding of repair requirements 1 2 3 4 5
by concerned supervisor
Problem rectification 1 2 3 4 5
_____________________________________________________________________
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
BIBLOGRAPHY
Books
Magazines
Newspapers
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“Customer Perception towards the Post-sale
services provided by Umarani TVS auto Agencies”
Websites
www.tvsindia.com
www.indiabike.com
www.icraindia.com
www.waytowealth.com
www.industry20.com
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