TABLE OF CONTENTS

Acknowledgement
Aim

1 General Introduction

2 Literature Review

3 Research Methodology

4 Discussion Of The Problem

Identified And The Related Issues

5 Objective And Finding Of The Study

6 Data Analysis And Interpretation

7 Conclusion
And Recommendation

8 References

9 Questionnaires
 ACKNOWLEDGMENT
In performing our research we had to take the help and guideline of some
respected person who deserve our greatest gratitude. The completion of
this research us much pleasure. We would like to thank for giving good
guideline for the research throughout numerous consultation. We would
also like to expand our gratitude to all those who have directly or indirectly
guided us in writing this assignment
AIM
The aim of this research “Customer Satisfaction of Tata Nano” is to know
satisfaction level of Tata Nano user. After literature reviews and analyzing of
data gathered make a recommendation for addressing the problem faced by Tata
Nano user in Palampur area.
CHAPTER:- 1

General
introduction
GENERAL INTRODUCTION
Tata Nano, pet project of the chairman of the Tata Group Mr. Ratan Tata was a
car which was expected to change the face of automobile sector in India. In the
highly competitive small-car market of India, Tata Nano promised to set the bar
so high that it would become extremely difficult for the competitors to match.
The dream of owning a car for as little as Rupees 1 lakh (Rs.100, 000 – roughly
USD2500) was too tempting for millions of Indians who cannot afford even a
small car. The kind of extensive media coverage Tata Nano received right from
the day it was announced through the entire period until the first units were
handed over to the owners was something that its competitors dreamed of.
However, after two years of launch, the Tata Nano manufacturing plant at
Sanand in Gujrat, India is running at around 20% utilization.
Tata Nano” one of the India's biggest car company recently their long awaited
one lakh rupee in India with the name of “Tata Nano” with the launch of Tata
Nano’ it became the world’s cheapest car. The critics initially derided the,
concept mainly on the basis of the price target, more so as oil & steel prices
rocketed. But Ratan Tata is still kept his promises & delivered the Nano almost
his target price, forcing global car makers to make note. In fact many top
automobile giant are now scarring for the own version to meet growing
environment & cost concern. The People’s Car, designed with a family in mind,
has a roomy passenger compartment with generous leg space and head
room. It can comfortably sit four persons. Four doors with high seating
position make ingress and egress easy.
 INTRODUCTION TO THE COMPANY CHOSEN
Idea behind manufacture of TATA Nano:
The idea for making the Tata Nano car is come in the mind of Rattan Tata when he saw a
family. It is like a short story. Once upon a time the chairman of Tata motors Mr. Rattan
Tata was going somewhere in market then suddenly he saw scooter on which a husband,
wife and two children were sited. We know on a scooter four people will face problem in
sitting. And unfortunately that day was a rainy day so those people were facing so many
problems on scooter. Then rattan Tata thought that I will launch a car which is affordable
for a middle class family too.
Unlike others low cost Indian cars, this is going to have a aromatic gear system. Instead
of manual gear box in conventional cars it is coming up as gear less or rather with an
automatic gear transmission. This helps to improve the efficiency and mileage by
magnifying the torque output. The People’s Car has a rear-wheel drive, all aluminum,
two cylinders, 623 cc, 33 PS, multi point fuel injection petrol engine. Balance shaft by
adhering to the fact that less weight requires less power, the 1 lakh car is made of light
weighing steel. This has made the Tata come up with a cheap alternative without
compromising with on safety and performance. Controversies also involved on Tata’s
planned manufacturing unit for the car in Singur, West Bengal, where the state
government of West Bengal has allocated 997 acres (4.03 km2) to Tata Motors. The
construction of car factory on that tract of land will require fertile agricultural land and
the expropriation and eviction of ca. 15000 peasants and agricultural workers.
Tata Nano - world's cheapest new car is unveiled in India Tata Motors, One of the
India's Biggest Car Companies recently launched their long awaited one lakh rupee car in
India with the name "Tata Nano". With the launch of Tata Nano, it became the world's
cheapest car. The critics initially derided the concept mainly on the basis of the price
target, more so as oil and steel prices rocketed. But Ratan Tata still kept his promise and
delivered the Nano almost at his target price, forcing global car makers to take note. In
fact, many top automobile giants are now scurrying for their own versions to meet
growing environmental and cost concerns he People’s Car, designed with a family in
mind, has a roomy passenger compartment with generous leg space and head room. It can
comfortably seat four persons. Four doors with high seating position make people easy to
enter and egress easy. The People’s Car, designed with family in mind, has a roomy
passenger compartment with generous leg space and head room It can comfortably seat
four persons. Four doors with high seating position make people easy to enter and egress
easy. Design unlike other low cost Indian cars, this one is going to have a aromatic gear
system. Instead of manual gear box in conventional cars it is coming up as gear less or
rather with an automatic.
CHAPTER:-2

LITERATURE
REVIEW
Satisfaction is crucial concern for both customer and organizations. Satisfaction is a
subjective concept and therefore difficult to determine. It depends on many factors
and varies from to person and product to product. The importance of customer
satisfaction in strategy development for customers and market oriented cannot be
under determined. Now a day it has become very important factor for each and every
organization to enhance the level of customer satisfaction. The overall study reveals
that It was found that the customer are mostly satisfied with price, design, safety
,mileage, interior space, status brand name, comfort level, spares part and after sale
service. 


In this study concluded that mostly Tata customer purchased car on loan,
used the Tata car for personal purpose, having the car from 1-5 year and they
are recommended by their friends as well as take preventive maintenance
from authorized dealer. In case of level of customer satisfaction, It was
found that the customer are mostly satisfied with price, design, safety,
mileage, interior space, status brand name, comfort level, spares part and
after sale service. Finding pertaining to most influencing show that most
influencing factor for customer satisfaction in case of Tata motors were
mileage and interior space. At the end finding pertaining to competitive
position shows the customer preferred Maruti 800 as comparison to Tata
Nano but mostly customers are loyal with Tata Nano. 


The present study is based on the awareness of TATA NANO cars among
the customers. A sample survey of 110 respondents was undertaken to find
out the awareness of TATA 


NANO cars in PALAMPUR city. The study mainly concentrated on general

applications, general awareness, advantages and consumer preferences of
TATA NANO cars. 
The project work titled “A study on customer satisfaction towards TATA
NANO in PALAMPUR town”. The collected data was analyses using chi-
square and Bar charts test. To certain factors which inhabit and facilities the
customer preference of the availability and reduce the price were found out.
Based on the inferences draw certain suggestions have been recommended.
In this study an attempt is made to measure the customer analysis and
preference about these brands. It is found that customers are satisfied with
their brands.


This study attempts to find the factors, which are important for choosing the
revolutionary car ‘Nano’ launched by one of the leading Indian automobile
industry called ‘Tata 


Motors’. The year 2009 has been significant for Indian automobile industry
as numbers of new models were launched for the domestic market and also
registered a significant growth in exports. The report published by Cygnus
research ranked Indian automobile sector to be number one on the basis of
sales growth and Profit After Tax (PAT) growth during October- December
 09 over October- December 08 over other 14 manufacturing sectors. The
paper considers 22 factors, which may be important in the customer
decision-making process. Two approaches viz. Grey Relational Analysis and
RIDIT analysis is used to rank the factor. 


As per Cygnus Research (2009) report among the manufacturing industries,

automobiles witnessed highest growth followed by steel. Automobiles led to
strong demand due to signs of revival in economy and increasing trend in
hiring especially in IT sector and cheaper bank credit. In this context Tata
Motors strategy of producing of people’s car for 


India is rightly timed. The project is the realization of dream of Ratan Tata
Chairman of Tata groups to provide car to common men of India. The study
carried out intends to have an insight into prospective consumers mind for
the car Nano.. The finding of the study shows that price of the car is most
important factor for selecting Nano followed by the name TATA which
stand quite tall in the country. The color variant, style, fuel efficiency and
financing option offered by the company are other important factors which
attract the customers towards the car. Power, safety feature, prestige
involved, resale value of the car etc. are some of the features which ranks
low in the priority of the consumers. 

The key to success of automobile industry lies not only in having good
designed vehicles but also in being able to provide the customer with the
level of service they desire. 


Satisfaction is crucial concern for both customers and organizations. It depends

on many factors and varies from person to person and product to product. If
customer expectations meet with the perceived value of goods and service then
customer is satisfied but if the perceived value of goods and service are less
than the customer expectations then customer is dissatisfied and if the perceived
value exceeded the expected value of the goods and service then the customer is
delighted. Measuring customer satisfaction provides an indication of how
successful the organization is at providing products and/or services to the
marketplace. This study lays emphasis on Customer Satisfaction towards Tata
Nano Car. The present study reveals that the customers have a good preference
towards TATA Nano vehicle. They are mainly motivated by price of the car.
The popularity of the brand also, one of the factors urged the customers for their
purchase decision. Overall, it can be concluded that customers are satisfied with
the price, appearance of the vehicle and Comfort ability in crowded area but
they expect variety of models.

The Indian automobile industry is the tenth largest in the world with an
annual production of two million units. Indian Auto Industry promises to
become the major automotive industry in the upcoming years and the
industry experts are hopeful that it will touch ten million units mark. Tata
Motors dominates over 60% of the Indian commercial vehicle market. This
study would be useful for companies to know the acceptance level of NANO
 by its customers. It would be also useful for companies to form strategies
according to perception of people about Nano. This study is based on data
collected from fifty customers of TATAs Nano car confined to Coimbatore
city. Primary data was collected by using a structured questionnaire. The
main factor that attracted and influenced the purchase decision of Nano is its
price. The study on perception of customers on TATA Nano car also gives
an insight on the acceptance level of the respondents towards.
Tata Nano car. The study on perception of customers on Tata Nano car
paves way to understand the acceptance level of the respondents towards the
product. The main factor that attracted and influenced the purchase decision
of Nano is its Price. The name as the product features are created a big wave
in the Indian automobile market not only standing in line with the B segment
in the four wheeler market, but also with the two wheeler segment on the
price factor Though there are drawbacks pertaining to the comfortless and
space they also feel that Nano is performing better than its main competitor
Maruti800. The study has helped to gain knowledge about the most talked
low cost car 


Tata Nano. From the study it is understood that Tata’s initiative to come up
with such a car must be appreciated. 



Tata Nano car has been one of the innovative products in designing the
“cheapest car.” It has caught attention and admiration from many major car
manufacturers all over the world during Geneva conference. The path of
Tata Nano car was not a easy one but had problems of shifting the Singur
plant to Sanand due to political pressures. With a strong faith and
creditability built by Tata Motors, their suppliers agreed to move to Sanand.
In 2009, much awaited Tata Nano car was launched and there was very good
response to car booking. This shows the customers confidence in owning
Tata Nano car. However there were also reports of Tata Nano not meeting
the safety standards and a incidences of fire.

With a reasonable number of users, the researchers decided to conduct a

market study to determine the customer
Satisfaction, to carry out gaps analysis and to find out whether any impact on
Tata Nano

Car users in Palampur city due to fire incidences reported earlier.

 The Tata Nano customers are not satisfied with the performance of the
car. 

 There is no significant difference between many attributes. 

 Due to longer waiting period, there is significant gap noticed in
waiting period. 

  Fire incidences reported earlier has an impact on the customer’s
satisfaction. 

 Customers are satisfied with affordability of the Tata Nano car
(Palampur, 2011). 



A Tata Motor is one of the best cars manufacturing company in India,
customers are satisfied because of affordable price, but the maintenance
is a problem and resale value is very low. These are the two main reasons
and other reasons are customer care does not respond to customers
complaints, so the customers are dissatisfied. TATA Motors have to
improve its customer care and decrees the price of their spare part and
make available in all part of the country (Sharma, 2010). 


The project work titled a studying on customer satisfaction towards
TATA NANO in Palampur City. The collected data was analyzed using
chi-square and Bar charts test. 


Certain factors which inhabit and facilities the customer preference of the
availability and reduce the price were found out. Based on the inferences
draw certain suggestions have been recommended. In this study an
attempt is made to measure the customer analysis and preference about
these brands. It is found that customers are satisfied with their brands. 


The quality teams have helped the service team to resolve repairs in the
most effective manner. The move helps in a revamped customer
complaints management programmed that is backed now by a post-
resolution feedback system to ensure lasting resolutions and customer
satisfaction, the spokesperson added. 


 \

Further, the company has worked on the supply side by re-working its
logistics management system for speedy spare parts delivery. It has also has
enhanced its distribution warehouse network with development of a
warehousing facility in Palampur.


Customer satisfaction studies with current TATA NANO owners indicate
that over 80% are satisfied or very satisfied with the car, because of it
being small yet spacious, its Performance, maneuverability, durability,
mileage and safety. Tata Motors Finance (TMF) will provide finance up
to 90% for the NANO at easy rates. TMF, which provides customer
finance for all Tata Motors vehicles. The move may help boost Tata
Nano’s flagging popularity, as sporadic incidents of the small car
catching fire has made it difficult for the company to push Nano sales
The Tata Nano will now come with a four year/60,000 km (whichever is
earlier) manufacturer’s warranty, at no extra cost. Besides being
applicable on new deliveries, the warranty is also being extended to all
existing owners of the car. 


According to the report of Tata Company, NANO entered the Indian
roads in the year 2009 and it is the cheapest car in the world replacing
Maruti 800. This article was an introduction to Tata NANO car and its
features with detailed information on making of NANO. According to
this article, buying a car is the major dream for many people in India,
especially for middle income and rural people. 


Even though two wheelers are widely used in India, people are still
looking to buy car according to their budget. Ratan Tata owner of Tata
Motors specified his views on NANO that it is the only car that has
fulfilled the dream of individuals to buy a car with general income. Tata
NANO price is one lakh Indian rupees which is equal to that of two
wheeler price. 


The establishment of NANO can be considered as the competitive
strategy of Tata Motors in order to attract customers of all ends. The
detailed information on facts and figures of Tata NANO is explained in
detail and according to TATA report NANO is “the people’s car”. The
significant information available on Tata NANO is explained clearly but
still this article should be improved with new information on review of
Tata NANO customers.
  Tata NANO is taken as an example in the research process and for this
specific reason this article is used in the research and analyzed according
to the research requirements. The report submitted by PCTI (2011)
includes significant information on overview of Tata NANO car along
with its features, benefits etc. This article includes the significant
information on conception and design of NANO car, expectations of
customers on NANO introduction, modular design, pricing strategy and
release date etc. On the other hand, this article even explained the impact
on NANO car on Indian economy along with opinions of different
analysts on Tata NANO car. This article includes a table that contains
detailed information on entire features of Tata NANO car and their
specifications. This article even explained the information on reviews of
different communities of people who has used Nano cars previously. The
actual failures and problems of Tata NANO car are explained clearly.
Finally this article includes the information on major competitors of
NANO car such as Bajaj Auto and some other electric cars.

 The future work is required in order to explain more reviews on NANO

car in order to identify whether NANO is a useful car or not.

 NANO car is taken as example in the research process and information

on NANO is considered from this article.

The study on perception of customers on Tata Nano car paves way to
understand the acceptance level of the respondents towards the product.
The main factor that attracted and influenced the purchase decision of
Nano is its Price. The name as the product features are created a big wave
in the Indian automobile market not only standing in line with the B
segment in the four wheeler market, but also with the two wheeler
segment on the price factor Though there are drawbacks pertaining to the
comfortless and space they also feel that Nano is performing better than
its main competitor Maruti- 800. The study has helped to gain knowledge
about the most talked low cost car Tata Nano. From the study it is
understood that Tata’s initiative to come up with such a car must be
appreciated. 


 Expectations created for the car during the run up to its production may
have been out of proportion with its realized success. By Indian rating
agency CRISIL, thought the Nano would expand the nation's car market
by 65%, but, as of late, news reports have detailed the underwhelming
response of the Indian consumer to the offering; sales in the first two
fiscal years after the car's unveiling remained steady at about 70,000 units
although Tata appears intent on maintaining a capacity to produce the car
in much larger quantities, some 250,000 per year, should the need arise.



This case study narrates the insightful and interesting story of Tata Nano,
the world's cheapest car. Though much applauded and publicized for the
feat of having manufactured a car at an impossibly low cost, Tata Motors
(the company which developed this car) faced many challenges in
making this car a viable commercial proposition. This paper discusses as
to what went wrong and what remedial steps could be taken to make this
car commercially successful. 


 In the first year, sales of NANO are two high and many low-income
customers purchased NANO car in the place of two wheelers. In simple
words NANO replaced Maruti 800 and became major competitor for
many other car companies in the automobile market.

 The best example is that many companies are offering NANO car as
incentives and benefits to their employees. The low price of NANO
attracted many customers and allowed them to buy a car and fulfill their
dream. The maintenance of NANO car is even less according to low
budget of customers. According to this article no other car company in
the world is offering a car with one lakh rupees which can be considered
as the major competitive benefit to Tata Motors. Even though there are
many other cars in the markets with good features, most of the people
prefer NANO as the car because of its low price.


Even though two wheelers are widely used in India, people are still
looking to buy car according to their budget. Ratan Tata owner of Tata
Motors specified his views.


 NANO that it is the only car that has fulfilled the dream of individuals to
buy a car with general income. Tata NANO price is one lakh Indian
rupees which is equal to that of two wheeler price. The establishment of
NANO can be considered as the competitive strategy of Tata Motors in
order to attract customers of all ends. The detailed information on facts
and figures of Tata NANO is explained in detail and according to TATA
report NANO is “the people’s car”. The significant information available
on Tata NANO is explained clearly but still this article should be
improved with new information on review of TATA, NANO customers.
 
Mentioned a study on “customer satisfaction, dissatisfaction and post
purchase evaluation: an empirical study on small size passenger cars in
India” with the main objectives to examine the satisfaction and impact on
future purchase decision and explore the performance of different
attributes in automobile in giving satisfaction to customer with the
sample size of 150 customers and they revealed from this study that
customers are highly satisfied with the performance of attributes like
pickup, wipers, etc. and other attributes like pollution, engine, battery
performance, and pick up influence the consumer future Purchase
decisions and consumer give the more importance to these factors. 


The customer satisfaction level” with the sample size of 150 customers.
The objectives of the study was to identify the post purchase behavior
and customer satisfaction level and find the effectiveness of after sales
service of customer of Hyundai i10. They revealed from the study that
customers are satisfied with the car after purchase because its gives the
feel of luxury to customers and a convenience of smaller car in crowded
area 


Revealed study on “Customer satisfaction towards Tata Motors - A study
on Passenger cars in Warangal district of Andhra Pradesh” with the
objectives to study the customer satisfaction with the usage of vehicles,
after sale service, key area of strength, pricing affects, service and
quality. They take the sample of 100 respondents and used the percentage
technique. They concluded from the study that majority of customers are
satisfied with the safety, dealer. 


Studies how a new car buyer feels about his purchase and what factors
determine his reactions when he begins living with his new car. 
CHAPTER:-3
RESEARCH
METHODOLGY
TYPE OF RESERCH: - DESCRIPTIVE
No category of educational research is more widely used than the type of known
variously as the survey, the normative surveyor descriptive research.

Descriptive research is concerned with the present and attempts to determine the
status of the phenomenon under investigation.

1. The nature of research

The nature of descriptive research can be explained with reference of other

research.

2. Descriptive and Historic research

A clear distinction can be drown between survey studies and historic studies on
the basic of time, the latter deals with past, the former with past, the former with
present.

3. Descriptive research and Experimental research

Descriptive research as the oriented towards the determination of the status of
the given phenomenon rather than towards isolation of the causative factor
accounting for its existence. It is based on cross-sectional samples; the sample
should be representative of the population. Descriptive research involves large
number of samples and experimental research include small sample. Descriptive
research investigates trend of characteristic of population. This is less scientific
and sophisticated.

4. Descriptive and Case study

Both type of research establish cause and effect of relationship.

PURPUSE OF DESCRIPTIVE RESARCH

The following are the main objective of descriptive research.


To identify present conditions and point to present needs. 


To study immediate status of the phenomenon. 


Facts finding 


To examine the relationships of traits and characteristics (trends of patterns). 
PROBLEM OF DESCRIPTIVE RESEARCH

1) The problem of sampling, to select representative sample (size of the

sample)

2) The validity of the measuring instruments. Validity of the tool is crucial to

the validity of the finding study. 

TYPES OF DESCRIPTIVE RESERCH

1. Survey testing.

2. The questionnaire

3. Interview

1. Survey testing

Survey testing researches are concerned with academic and psychological

problem in which academic and psychological test are administered for data
collection.

2. The questionnaire
This type of descriptive research uses the questionnaire as research tool for data
collection. It is the most frequently used in this type of research. Researches of
this type are employed for school and educational survey and also for
educational administration. Through this type of research is considered the easy
yet the investigator have to face the fall.

The descriptive survey is more realistic than experimental research. Descriptive

researches are oriented towards descriptive of present status of a given
phenomenon. Special problem of descriptive research are given below.

Questionnaires are a good way to obtain information from a large number of

people and/or people who may not have the time to attend an interview or take
part in experiments. They enable people to take their time, think about it and
come back to the questionnaire later. Participants can state their views or
feelings privately without worrying about the possible reaction of the
researcher. Unfortunately, some people may still be inclined to try to give
socially acceptable answers. People should be encouraged to answer the
questions as honestly as possible so as to avoid the researchers drawing false
conclusions from their study.

Questionnaires typically contain multiple choice questions, attitude scales,

closed questions and open-ended questions. The drawback for researchers is
that they usually have a fairly low response rate and people do not always
answer all the questions and/or do not answer them.

Correctly Questionnaires can be administered in a number of different ways

(e.g. sent by post or as email attachments, posted on Internet sites, handed out
personally or administered to captive audience (such as people attending
conferences). Researchers may even decide to administer the questionnaire in
person which has the advantage of including people who have difficulties
reading and writing. In this case, the participant may feel that s/he is taking part
in an interview rather than completing a questionnaire as the researcher will be
nothing down the responses on his/her behalf.
PROBLEMS OF QUESTIONNARIRE SURVEY

The first problem is faced in the planning a questionnaire and its
development. 



Another problem is to get adequate answer or information through
questionnaire, of questionnaire is always doubtful. 


The reliability and validity of the data through questionnaire is doubtful. 



Sometimes it difficult to analyze the data. Only descriptive statistics can be
used in this type of data. 


Selection of large and representative sample. 

ADVANTAGE OF QUESTIONNAIRE SURVE

The following are the main advantage of the of questionnaire survey research:


Among the major advantage of the questionnaire is that it permits wide
coverage at minimum expense of both money and effort. It affords wide
geographical coverage it 


Makes for greater validity in the result through promoting the selection of
large and more representative sample. 


The validity of the questionnaire data also depends in a crucial way on
the validity and willingness of the respondent to provide the information
requested. Research has shown that respondents are group of superior
intelligence

DISADVANTAGE OF QUESTIONNAIRE SURVEY

The major disadvantages of the questionnaire are responsibility of the

misinterpretation of the questions. Misinterpretations are due to respondent’s
willingness or impersonality. Mailed questionnaire usually impersonal. The
reliability of the questionnaire is often ignored.
 CHAPTER:-4

DISCUSSION OF THE
PROBLEMS IDENTIFIED
AND
THE RELATE ISSUES
 PROBLEM FACING OF TATA NANO.
1. Cost and Quality
2. Road
3. Catching fire
4. Service related problem
5. Problem with the electricity

1. Cost and quality

Nano at cheap cost Tata reduced the use of quality materials which affected the
performance of the car engine side; Nano had issues with Turbo alternator belt,
Condenser problem, Gear shift issues etc. Head light switch was the more
reported problem in Nano cars. The combination switch had to be replaced
because the Headlight Dim switch started malfunctioning. Another issue was
with accelerator cables. It gets broke frequently. Starter motor behaved as if
there was a loose contact. Occasionally the motor wouldn’t crank when the
ignition switch was turned. Sometimes starter motor burnt off due to a
malfunctioning solenoid.. Nano shows vibrations before first service and
certainly all Tata cars are a vibration product.
i. Catching fire: - You have heard of some Nano cars got fire
while driving. What the company says about it is “It is a
problem with the rear engine. The rear engine does not have
a proper cooling system as a result of which the engine heats
up leading to such an incident.”

From these words, it seems to be the summer season will get Nano a fire drive.
 Figure 1(Tata Nano catches)

ii. Problem with the electricity:-

The AC Pre-tensioner belt needs some attention. It takes 2-3 Sec before the
compressor kicks in. When it does – it is very audible since the belt is so
loose! Turn indicator become malfunctioning in Nano cars after 3 or 4
service. There is a blind zone on the right side corner glass area. When you
take a right turn, you may see a car, but you may miss a two wheeler! This
can cause accidents while overtaking or taking a hard left or right. Nano
gives good air conditioning for that cheap price. But AC air flow will get
drastically reduced after each month causing low cooling condition.

iii. Service related problem:-The basic problem with Indian

manufacturers like Tata, Mahindra etc. is that they don’t put enough
effort in pre-launch testing and research on the proposed cars rather,
they launch the cars in basic form, let the people use it and in the due
course find out the defects in the car, give free service for 3-5 years,
and then based on the study.

2. Road
Indian roads are different from those German roads. During rainy season,
Nano losses its stability. After a good rain, our roads get muddier and
Nano’s tiny wheel’s would sink into mud. If Tata engineers could have
developed the design for use on poor and unpaved roads with tall wheels and
lots of ground clearance, Nano could have been a best budget vehicle. In
huge gutters, Nano couldn’t survive due to its low displacement
CHAPTER:-5

OBJECTIVE
AND
FINDING
OF THE WORK
OBJECTIVE
The objective of this assignment is to conduct a research on some of the
problem that is faced by Tata Nano customer. The main objectives of the
study to accomplish our aim are given below.

1. To build up a theoretical and conceptual framework for

analyzing the Tata Nano user customer satisfaction level to
enhancement in modification in all the area of Nano.
2. To create a questionnaire from the framework to extract data
from Managers and user of Tata Nano.
 1) SWOT ANALYSIS

2) Introduction

The point of a SWOT analysis is to help you develop a strong business strategy by making
sure you’ve considered all of your business’s strengths and weaknesses, as well as the
opportunities and threats it faces in the market place. S.W.O.T. is an acronym that stands for
Strengths, Weaknesses, Opportunities, and Threats. A SWOT analysis is an organized list
of your business’s greatest strengths, weaknesses, opportunities, and threats.

Strengths and weaknesses are internal to the company (think: reputation, patents, location).
Change them over time but not without some work. Opportunities and threats are external
(think: suppliers, competitors, prices) they are out there in the market, happening whether you
like it or no (Berry, 2009).

3) Strength

Very affordable price. 


Easy to drive in traffic conditions. 


Innovative engineering which provides better facilities compared to same segment cars. 


Low maintenance and handling cost. 


Good fuel efficiency. 


When it was introduced it created a huge buzz in the global automobile industry being a 


‘Common mans’ car. 

Price itself was a major strength factor for the mini magical vehicle which created a sensation
all over the world. Even US president Obama was all praises for the Nano during his Indian
visit, an appreciation which soon spread across the world. The five setter car Nano from Tata
finally arrived in the market. The strengths of the product included its small size, ease in
handling and good mileage efficiency. It directly took on the motorcycle market and tried to
attach a status symbol to itself such that customers prefer the Nano above buying a
motorcycle. Thus they get a four wheeler instead of a two wheeler. However, sales did not
happen as expected and Tata Nano lagged behind (Goodrich, 2015).
 4) Weakness

Perceived as a cheap product which repels the aspirational customers. 


Setting up of production plant in WB caused a lot of tension. 


Smaller fuel tank and less powerful engine. 


Limiter international presence. 

The launch price came in two variants ranging between 1.2 lacks to 1.5lacs. It
was 20 – 50% higher than the proposed rates which was a major setback to
customers. Within a few months of initial sales, technical problems were found
in the product and there were a few reports of Nano catching fire, which further
weakened the trust for the brand ‘Nano’ as a whole. Tata also faced political
problems and had to shift the plant location which led to production delays. And
now due to inflation, Nano’s prices have further increased due to increase in the
prices of raw material such as steel, rubber and others (Goodrich, 2015).

5) Opportunity

Capitalize on the fact that it is the most affordable car and acquire new
customers. 


Increasing per capita income and purchasing capability of potential
customer base. 


Introduce CNG model at the earliest and attract the public passenger car
segment. 


Increase international market presence especially Europe. 


Augmenting the distribution and service network in various countries
(Goodrich, 2015). 



6) Threats

Increasing fuel costs. 


Competition from other big automobile giants. 


Competitive products offering same level features at a lesser price. 


Product innovations and frugal engineering by competitors. 


Customer perception of a cheap car can lead to loss of sales. 
After the launch of Nano there were many manufacturers who wanted to take
advantage of the hype of the Tata Nano, and started working on manufacturing
an alternative for Nano. Upcoming cars like H800 from Hyundai priced around
1.6 lakh, Maruti Servo 600cc priced around 1.7 lacks to 2lacs were imposing
threats to further growth of Nano’s market share.

Vehicles like Alto, Chevy Spark and second hand vehicles were major
substitutes for Nano. People were looking for alternatives for the main reason
that it cannot be much used for driving in highways or long distances as the
engine cc is low. The main threat was from an indirect competitor –
Motorcycles. Nano was in between motorcycles and car and it was proving to
be unreliable due to technical glitches. Thus some people were going for the
cost effective solution of buying motorcycles thereby affecting Nano sales
(Goodrich, 2015).

COMPETETOR OF TATA NANO


Maruti Alto 


Hyundai EON 


Maruti 800 

Compression between Maruti Alto 800 and Tata Nano

Exterior Maruti Suzuki Alto 800 vs. Tata Nano

The Nano has a jelly bean design with its tall design language. Some also claim
that the Nano is inspired from SMART series of cars. The company wanted to
make a small car but without it being too congested. A design which shouldn’t
look compromised. The Nano has a sloping pillar which flows above the roof
and falls on the tail in the form of a moon’s crescent. The ultra slim tail lights
give the car a smart profile.
 Figure 2(Maruti Alto 800)

The Alto 800 looks as if the designers submitted their mast minute job to their
bosses. It seems copied from other popular selling models like the Fig. 20 etc. It
looks tacky and makes the classic 800 make a lot better compares to this. A
myth that small budget cars cannot look good was broken by Hyundai when
they launched the Eon. The Alto 800 does e 24 of 57 not impress seen from any
corner. Be it the unfinished design language or the weirdly small tyros. This car
snatches the crown of being the most disappointing design from Estilo.

Interior Maruti Suzuki Alto 800 Vs Tata Nano

The Nano’s interiors have recently gone through an upgrade and now offer
features like music system, Bluetooth connectivity etc. It has power windows
for the front row seats while the rear does not get them. This is the most
spacious micro hatch you will come across. Even the taller passengers cannot
possibly crib of any space issue as the Nano is wider, taller and longer then a
normal micro hatch. Tata claim this one to be 20% more spacious than the 800.
Figuratively, it may sound less but then in real it is quite a lot.

The Alto 800 may not be as spacious as Tata offering but then average sized
passengers won’t be complaining at all. It manages to offer some basic frills and
gizmos which are not engaging for the driver but then connects better with the
audience of such cars.

Performance Maruti Suzuki Alto 800 vs. Tata Nano

The Alto 800 has a bigger engine as it has a 796cc petrol engine which produces
a power output of 48PS at 6000 rpm and a torque of 69Nm at 3500 rpm. It has a
5 speed manual transmission. The Alto 800 claims to be a better handler than its
earlier versions but then it misses on the punch. The Alto 800 doesn’t perform
as effective as the earlier Alto K10. This being a small hearted takes tremendous
efforts to haul the car and overtake others.
 Figure 3(Tata Nano)

The Tata Nano is equipped with a 624cc two cylinder MPFI engine which
produces 38 PS power at 5500 rpm and a torque of 51Nm at 4000 rpm. It has 4
speed manual transmissions. The Nano has a very functional engine and not at
all peppy. It has decent handling. The shortage of power that’s felt on long free
roads is however compensated in traffic jams. One can take this vehicle through
any corner of any dimension possible. So when all the big high performance
cars are stuck in jams, the pint sized Nano can take you through the rough
tarmac beside the road and envy all.

Conclusion Maruti Suzuki Alto 800 Vs Tata Nano

Tata Nano being cheaper does not make any less than the Maruti Alto 800. With
the top-end LX Nano, we can expect two front power windows and an efficient
air conditioning system as well as fog lamps, which surprisingly are not
available in the Maruti Alto STD. In terms of space, Maruti Alto 800 is the
favorite, with ample space to carry four individuals easily (five at a squeeze)
and luggage carrying volume of close to 170 litres compared to 80 litres of
Nano. That said, the Nano has as much head room and leg room as the Alto for
all the four passengers, which makes it unexpectedly spacious.

4PS OF MARKETING

How 4Ps of marketing beneficial?

The definition that many marketers learn as they start out in the industry is:

Putting the right product in the right place, at the right price, at the right
time.

It's simple, just need to create a product that a particular group of people want,
put it on sale some place that those same people visit regularly, and price it at a
level which matches the value they feel they get out of it; and do all that at a
time they want to buy. Then you've got it made.

There's a lot of truth in this idea. However, a lot of hard work needs to go into
finding out what customers want, and identifying where they do their shopping.
Then you need to figure out how to produce the item at a price that represents
value to them, and get it all to come together at the critical time.

But if you get just one element wrong, it can spell disaster. You could be left
promoting a car with amazing fuel-economy in a country where fuel is very
cheap; or publishing a textbook after the start of the new school year, or selling
an item at a price that's too high – or too low– to attract the people you're
targeting.
The marketing mix is a good place to start when you are thinking through your
plans for a product or service, and it helps you avoid these kinds of mistakes.
Understanding the Tool

The marketing mix and the 4Ps of marketing are often used as synonyms for
each other. In fact, they are not necessarily the same thing.

"Marketing mix" is a general phrase used to describe the different kinds of

choices organizations have to make in the whole process of bringing a product
or service to market. The 4Ps is one way probably the best-known way of
defining the marketing mix, and was first expressed in 1960 by E J McCarthy.

THE 4PS ARE


Product (or Service). 


Place. 


Price. 


Promotion. 

A good way to understand the 4Ps is by the questions that to ask to define your
marketing mix. Here are some questions that will help you understand and
define each of the four elements.

. Product/Service

What does the customer want from the product/service? What needs does it
satisfy? 


What features does it have to meet these needs? 


Are there any features you've missed out? 


Are you including costly features that the customer won't actually use? 


How and where will the customer use it? 


What does it look like? How will customers experience it? 


What size(s), color(s), and so on, should it be? 


What is it to be called? 


How is it branded? 


How is it differentiated versus your competitors? 


What is the most it can cost to provide, and still be sold sufficiently
profitably (James Manktelow & Amy Carrion)? 
Place

Where do buyers look for your product or service? 


If they look in a store, what kind? A specialist boutique or in a
supermarket, or both? Or online? Or direct, via a catalogue?

How can you access the right distribution channels? 


Do you need to use a sales force? Or attend trade fairs? Or make online
submissions? Or send samples to catalogue companies? 

What do you competitors do, and how can you learn from that and/or
differentiate? 

Price

What is the value of the product or service to the buyer? 


Are there established price points for products or services in this area? 


Is the customer price sensitive? Will a small decrease in price gain you
extra market share? Or will a small increase be indiscernible, and so gain
you extra profit margin? 


What discounts should be offered to trade customers, or to other specific
segments of your market? 


How will your price compare with your competitors? [James Manktelow
& Amy Carrion] 

4Promotion

Where and when can you get across your marketing messages to your target
market? 


Will you reach your audience by advertising in the press, or on TV, or
radio, or on billboards? By using direct marketing mailshot? Through PR?
On the Internet? 


When is the best time to promote? Is there seasonality in the market? Are
there any wider environmental issues that suggest or dictate the timing of
your market launch, or the timing of subsequent promotions? 


How do your competitors do their promotions? And how does that
influence your choice of promotional activity (James Manktelow & Amy
Carrion)? 
Enhancement in 4Ps of marketing

The 4Ps of marketing is just one of many lists that have been developed over
the years. And, whilst the questions we have listed above are key, they are just a
subset of the detailed probing that may be required to optimize your marketing
mix.

Amongst the other models that have been developed over the years is Boom and
Bitner's 7Ps, sometimes called the extended marketing mix, which include the
first 4Ps, plus people, processes and physical layout decisions.

Another approach is Lauterborn's 4Cs, which presents the elements of the

marketing mix from the buyer's, rather than the seller's, perspective. It is made
up of Customer needs and Wants (the equivalent of product), Cost (price),
Convenience (place) and Communication (promotion). In this article, we focus
on the 4Ps model as it is the well-recognized, and contains the core elements of
a good marketing mix. [James Manktelow & Amy Carrion]

-Use of 4Ps of marketing

The model can be used to help to decide how to take a new offer to market. It
can also be used to test your existing marketing strategy . Whether you are
considering a new or existing offer, follow the steps below help you define and
improve your marketing mix.

Start by identifying the product or service that you want to analyze. 


Now go through and answer the 4Ps questions – as defined in detail above. 


Try asking "why" and "what if" questions too, to challenge your offer. For
example, ask why your target audience needs a particular feature. What if
you drop your price by 5%? What if you offer more colors? Why sell
through wholesalers rather than direct channels? What if you improve PR
rather than rely on TV advertising? [James Manktelow & Amy Carrion] 

MASLOW’S THHEORY OF MOTIVATION

Maslow was a behavioral scientist; spend most of life in analyzing the behavior
of workers.

Maslow’s theory relates the hierarchy of needs and the motivation of workers.
For example if you take any normal worker they set a specific goal or need and
motivate themselves, when it is achieved they motivate them self for the next
goal. So, for motivating anyone the knowledge of his need is very important and
according to the needs a worker can be placed in any one of the hierarchy of
needs. The hierarchy is provided below in figure. For each category of need,
suitable motivation is provided in this theory.
 Figure 4(Maslow's theory)

Physiological Needs includes basic needs like food, clothes, shelter, sleep etc. Safety Needs
includes physical safety, income loss, stability etc. Social Needs includes love, support,
friends etc. Esteem Needs includes appreciation, promotion, rewards etc. Self-actualization is
thinking of people for them and this includes self-respect, personal growth etc. Maslow
theory is of utmost important for Ambey spinning mills because this theory deals with
motivating workers according to their needs. Since many of problems identified falls in this
pyramid of needs like safety needs and social needs.
1) Sampling Frame: - The list of sampling units from which sample is taken is called
sampling frame. Palampur City map was studied thoroughly and samples were
selected from the place in a scattered manner to get effective result.
2) Sampling Technique: - Convenient Sampling.
3) Sampling Size: - Total sample size is 25 and got back 23
samples. Response rate: 92 %( percentage).
 CHAPTER:-6

DATA ANYALYSIS AND

INTERPRETATION
PIE CHART BASED ON THE QUESTIONNAIRE
1. Gender

Pie Chart of Gender

Category
F
M

34.8%

65.2%

Figure 1(Pie chart of gender)

1. Questionnaire filled by male i.e. 65.2%.

2. Questionnaire filled by female i.e. 34.8%



2. AGE

Pie Chart of Age

Category
18
4.3% 19
4.3%
17.4% 20
4.3% 21
22
4.3%
23
24
28
36
8.7%
13.0%

17.4%

17.4%

8.7%

Figure 2(Pie chart of age)

 
 Questionnaire filled by below 18 i.e. 17.4%.
 
 Questionnaire filled by 19 year old i.e. 8.7%.
 
 Questionnaire filled by 20 year old i.e. 17.4%.
 
 Questionnaire filled by 21 year old i.e. 8.7%.
 
 Questionnaire filled by 22 year old i.e. 17.4%.
 
 Questionnaire filled by 23 year old i.e. 13.0%.
 
 Questionnaire filled by 24 year old i.e. 2.3%.
 
 Questionnaire filled by 28 year old i.e. 8.7%.

Questionnaire filled by above 36 year old i.e. 4.3%.
 3. Occupation

Pie Chart of
Occupation
Category
other
professional
13.0%
student

13.0%

73.9%

Figure 3(Pie chart of occupation)


  of the respondent which have opted occupation of professional i.e.
Qualification
43.5%.
 
 Qualification of the respondent which have opted occupation of student i.e. 73.5%.
 
Qualification of the respondent which have opted occupation of other i.e. 43.5%.
4 . INSPIRATION OF NANO

Pie Chart of Inspiration for Nano

Category
All the Above

13.0% can not say

Design
Mileage

4.3% Price

17.4%

60.9%

4.3%

Figure 4(Pie chart of inspiration of Tata Nano)

This pie chart tells that which feature of Tata Nano attract them are given below are:-
 
 17.4% of the respondent attracted by design.
 
 4.3% of the respondent attracted by mileage.
 
 60.9% of the respondent attracted by price.
 
 4.3% of the respondent attracted by can’t say.

13.0% of th
 Page 34 of 57

5. Purpose to use Nano

Pie Chart of Purpose to use Nano

Category
Any other
4.3% for children instead of two wheeler
17.4% for family
for gift
Prefere as a texi
21.7%

17.4%

39.1%

Figure 5(Pie chart of purpose to use Tata Nano)

This pie chart of tells about purpose of use of Tata Nano:-
 
 39.1% of the respondent told that Nano only for family use.
 
 17.4% of the respondent told that Nano only for gift.
 
 17.4% of the respondent told that Nano only for refer use as taxi.
 
 21.4% of the respondent told that Nano only for children instead of two wheeler.
 
4.3% of the respondent told that Nano only for any other.
 Page 35 of 57

6. Nano is Chip or Economical

Pie Chart of Nano is chip, economical

Category
Agree
Disagree
17.4% Neutral
strongly Agree

30.4%

30.4%

21.7%

Figure 6(Pie chart of chip or economic)

This pie chart tells about Tata Nano is cheap or economical and opinions of the user
given below in the percentage:-
 
 30.4% of the respondent agrees.
 
 21.4% of the respondent disagrees.
 
 30.4% of the respondent neutral.

17.4% of the respondent strongly disagrees. 
7. Is Nano People’s car

Pie Chart of Is Nano Peoples car

Category
Agree
Disagree
17.4% Neutral
strongly Agree

13.0%

56.5%

13.0%

Figure 7(Pie chart of Nano peoples car)

This pie chart shows about opinions of the respondent about, is Tata Nano peoples car ?
 
 56.6% of the respondent agree.
 
 13.0% of the respondent disagree.
 
 13.0% of the respondent neutral.
 
1704% of the people strongly disagree.
8. Color preferable for Tata Nano

Pie Chart of Color preferred for Nano

Cate
gory
21.7%
Blue
34.8%
Red
Whit
e

Yellow

26.1%

17.4%

Figure 8(Pie chart of preferred for Nano)

This pie chart tells that which color preferred for Nano.

 27.7% of the respondent prefers blue color. 

 26.1% of the respondent prefers red color. 

 17.4% of the respondent prefers white color. 

34.8% of the respondent prefers yellow color. 
9. Preferable car

Pie Chart of Preferable car

Category
Maruti 800
4.3%
other
Tata Nano

34.8%

60.9%

Figure 9(Pie chart of preferable car)

This pie chart shows those preferable cars are:-


 4.3% respondent prefers Maruti 800. 

 60.9% respondent prefers Tata Nano. 

34.8% respondent prefers other car. 
10. Price of Nano same in future

Pie Chart of Price of Nano same in

future
Category
Agree
4.3% Disagree
8.7% Neutral
strongly Agree
strongly Disagree
30.4%

4.3%

52.2%

Figure 10(Pie chart of price of Nano same in future)

This pie chart shows that opinion of the people about the price of Tata Nano same in future:-
 
 30.4% respondent told that agree.
 
 4.3% respondent told that disagree.
 
 52.2% respondent told that neutral.
 
 8.7% respondent told that strongly agree.

4.3% respondent told that strongly agree.
11. Nano is Safe

Pie Chart of Nano is

safe
Category
Agree
Disagree
13.0%
Neutral
Strongly Agree
26.1%

34.8%

26.1%

Figure 11(Pie chart of Nano is safe)

These pie charts tell about safety of Tata Nano are given below:-

 26.1% of the people are agreeing. 

 26.1% of the people are disagreeing. 

 34.8% of the people are neutral. 

13.0% of the people are strongly agreed. 
 Page 42 of 57

12. Expected feature in Nano

Pie Chart of Expected feature in Nano

Category
Good mileage
Good seating capacity
High quality
Low price
26.1%

39.1%

8.7%

26.1%

Figure 12(Pie chart of expected feature in Nano)

This pie chart tells that expected feature in Nano are given below:-

 26.6% respondent prefers good mileage. 

 8.7% respondent prefers good seating capacity. 

 26.6% respondent prefers high quality. 

26.6% respondent prefer low price. 
 Page 43 of 57

13. Nano is suitable for user

Pie Chart of Nano is suitable for you

Category
Agree
Disagree
Neutral
21.7% 21.7%
Strongly Agree

26.1%
30.4%

Figure 13(Pie chart of Nano is suitable for user)

This pie chart shows that Nano is suitable for user pinion given below:-

 21.7%
 says agree. 

 21.7% says disagree. 

 30.4% says neutral. 

21.7% says strongly agree.
.

CHAPTER:-7

CONCLUSION
AND
RECOMMENDATIONS
5.1 CONCLUSION

Majority of people in regions have vehicle and mostly two wheeler almost every person of
the papam

5.2
RECOMMENDATIONS
5.2.1 Focus on youth
To build a youthful and aspirational value around the brand, Tata Motors through its
'awesomeness' branding and marketing campaign worked with fashion designer Masaba
Gupta on the launch of the Twist. The makeover campaign is an attempt to get youngsters to
look at the Nano as a fashion accessory. "Young consumers want complete accessorisation in
the car like alloy wheels, different interiors, spoilers and graphic designs," explains Arora.
The company promises more on-ground activities and showcases at colleges to woo the
youth.

5.2.2 Government Involvement

 REFERENCES

1. Arunpriya, S, & Devi, M.S., (2013)A Study on Customer Satisfaction

Towards Tata Nano Car with Special Reference to KARNAL City. GRA -
GLOBAL RESEARCH ANALYSI, Volume: 2 | Issue: 8 |.

2. Boston. A. (2004). Sample Questionnaire on Consumer Buying Behavior.

N.p, 2015. Web. 20 Mar. 2015.

3. Benarjee 'A Study on Consumer Buying Behavior At The Time To

Purchase Hero N.p., 2015. Web. 26 Mar. 2015.

4. Constantinos, N., Phellas, A. B. & Clive S., (2000). Structured Methods:

Interviews, Questionnaires and Observation. New York: TMH

5. Dua, K., & Savita.,(2013).A study of customer satisfaction with

Reference to Tata Motor vehicles TATA NANO, International
Journal of Advanced Research in Management and Social Sciences,
Vol. 2 | No. 4 |

6. Dudovskiy. J, 'A Brief Literature Review On Consumer Buying

Behavior'. Research-methodology.net. N.P., 2015. Web. 29 Mar. 2015.

7. Gupta.C, 'Literature Review On Consumer Buying Behavior'. N.P., 2015.

Web. 23 Mar. 2015.

8. Groebner, et.al. (2008). Applied management statistics. MA: Pearson

Custom Publishing/Pearson/Prentice Hall.

9. Jamuna, S., Bharathiraja, P., (2008).A Study on customer satisfaction

Towards Tata Nano in Trichy city, IOSR Journal of Business and
Management, pp 26-28.

10.Kothari, C.R., (2004) Research Methodology Research Methodology-

Methods and Techniques. New Delhi: Wiley Eastern Limited.
 QUESTIONNAIRE OF TATA-NANO

Dear respondents,
We Neelam and shusil are conducting a research on the topic “customer
satisfaction about Tata NANO” And we request you to fill the following
questionnaire. This will take 3-5 minutes of your time and we promise to keep
the information confidently.

1. What’s your good Name: -

Email ID:-

2. Which category below includes your age?


Options mark
a) Below 20
b) 18-20
c) 21-29
d) 30-39
e) 40-49
f) Above 50

3. What is your gender?


Options mark
a) Male
b) Female

4. What is your Occupation?


Options mark
a) Student
b) Professional
c) Other

5. Where are you belonging from?

 6. Which feature of NANO attracts you most, that inspires you to go
for NANO?

Options mark
a) Price
b) Design
c) Mileage
d) Interior space
e) All the above

7. If the price of NANO rises, would you still purchase it?


Options mark
a) Strongly agree
b) Agree
c) Neutral
d) Disagree

8. Is TATA NANO cheap, economical, affordable and compact car as compared to

other cars in small car segment?

Options mark
a) Strongly agree
b) Agree
c) Neutral
d) Disagree
e) Strongly agree

9. Which color of NANO would you prefer?


Options mark
Red
White
Blue
Yellow

Purple

Other
r
10. Which small car would you prefer to buy?

Options mark
a) Maruti 800
b) TATA NANO
c) Other

11. What type of features are you expecting in a Nano car?


Options mark
a) Low price
b) Good mileage
c) Good seating capacity
d) High Quality

12. Do you think a Tata Nano car is suitable for you?


Options mark
a) Strongly agree
b) Agree
c) Neutral
d) Disagree
e) Strongly agree

13. Which marketing source will initiate you to purchase a Nano car?

Options mark
a) Advertisements
b) Marketing staff
c) Feedback and review of existing
customers
d) All the above

14. For what purposes would you use Nano?


Options mark
a) Family car for shopping
&travelling
b) Instead of bikes
c) Second car
d) Easy for a new driver
e) For short distance travel
15. Can you trust NANO for safety?

Options mark
a) Strongly agree
b) Agree
c) Neutral
d) Disagree