ACKNOWLEDGEMENT

This project has been a great learning experience for me. I take this opportunity to thank Prof.
Vikrant Gharat my internal project guide whose valuable guidance & suggestions made this
projectpossible. I am extremely thankful to him and for him support. He has encouraged me and
channelized my enthusiasm effectively.

I also express my profound gratitude to Dr. AnjaliKalse, Director of BharatiVidyapeeth’s

Institute of Management and Research for giving me the opportunity to work on the project and
broaden my knowledge and experience.

I would like to thank all the professors and the staff of BharatiVidyapeeth’s Institute of
Management and Research especially the Library staff that were very helpful in providing books
and articles I needed for my project.

Last but not the least, I am thankful to all those who indirectly extended their co-operation and
invaluable support to me.

DANISH I PENKAR
 CERTIFICATE

This is to certify that the dissertation submitted in partial fulfilment of the requirement for the
award of M.M.S of the University of Mumbai is a result of the bonafide work carried out by
Mr. Danish Penkar, under my supervision and guidance. No part of this report has been
submitted for award of any other degree, diploma fellowship or other similar titles or prizes. The
work has also not been published in any scientific journals/ magazines.

Date:

Prof.Vikrant Gharat Dr. Anjali Kalse

Project Guide I /c Director
BVIMSR BVIMSR
 EXECUTIVE SUMMARY

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. This distinction was achieved due to variety of reasons like restrictive policy
followed by the Government of India towards the passenger car industry, rising demand for
personal transport, inefficiency in the public transportation system etc.

The Indian two-wheeler industry made a small beginning in the early 50s when Automobile
Products of India (API) started manufacturing scooters in the country. Until 1958, API and
Enfield were the sole producers.
 TABLE OF CONTENTS
CHAPTER PARTICULARS PAGE
NO.
Acknowledgement (i)

Certificate (ii)

Executive Summary (iii)

1 Introduction of the study 6

1.1 Objectives of the Study

1.2 Need of the Study

2 Research Methodology 7

3 Introduction of the Topic 8

2.1 Introduction of Two Wheeler industry

2.2 About the Company

4 Data Findings 35

5 Findings 50
6 Suggestions 53

7 Conclusion 55

8 Questionnaire 57

9 Bibliography 59
 CHAPTER 1 :
INTRODUCTION TO
THE STUDY
1. INTRODUCTION OF THE STUDY

1.1 OBJECTIVES OF THE STUDY

 To know the customer satisfaction level towards services of TVS.

 To know the problems presently faced by the customers at TVS.

 To study the post sales service performance.

 To know the new area of improvement.

1.2 NEED OF THE STUDY

To understand the satisfaction level of the customer regarding the service provided by
TVS, to understand what are the customer requirement and improvement required by
them in service.
 CHAPTER 2 :
RESEARCH
METHODOLOGY
STATEMENT OF THE PROBLEM

MANAGEMENT PROBLEM:

Through this project, the sales and operation manager want to know the post sales

service performance and to analyze the satisfaction level by the feedback of the

customers. To know the quality of service and improvement to be made in the service

provided by TVS.

Research problem:
 To find the problems faced by the customers and to know the new area of improvement

with the help of customer feedback.

Through this project, the sales and operation manager want to know the post sales

service performance and feedback of the consumers, Organization want to know the

quality of service and improvement to be made in the service provided by TVS

Purpose of the Study : To understand the satisfaction level of the customer regarding

theservice provided by TVS, to understand what are the customer requirement and

improvement required by them in service .

Research Design:

o Primary Source: Questionnaire.


o Secondary Source: Company data through Internet.

o Sample Size: 100 customers

o Location: Belapur.
 CHAPTER 2 :
INTRODUCTION OF
THE TOPIC
2.INTRODUCTION TO THE TOPIC

2.1 INTRODUCTION TO ONLINE FOOD SERVICE INDUSTRY

Food delivery market in India worth over 12.5 billion, Online food delivery is contributing more
than 7% to this market. More than 50,000 restaurants in India provides home delivery, indicates
a very high potential and untapped market in online food delivery space.

Players in the industry broadly classified into three categories - - -

Fully integrated: Those who process food and delivers (Dominos, McD etc)
Delivery as a Service
Aggregators: Provides a platform for customers where they could discover
restaurants, navigate through menus of different cuisines, and select the food.
Delivery made by the restaurant. In short, aggregates information about food for
customers and function as an order generating channel for restaurants. (Swiggy,
Zomato, FoodPanda etc)

Reasons for growth in online food delivery industry

 Increase in disposable income and deeper internet penetration of customers

(web/mobile).
Restaurants tying up with online food delivery platforms claim to get a profit
margin of more than 2 to 3% than dine-ins.

These days’ people are prone to placing food orders online and capitalizing this trend a lot of
restaurants are yielding good returns by registering themselves on online ordering sites like
Foodpanda, Zomato, UberEats, Box8 etc. and many local ordering websites are also following
suit.
Driving factors

Greater awareness and disposable income along with deeper Internet penetration, availability of
more payment options, long working hours and erratic lifestyle are contributing online food
ordering business. At the same time, with more and more people wanting healthy food, or food
similar to home cooked meals that too easy on the pockets is leading to the rise of online food
business in the country.

Nixon Dsouza, Brand Manager, Nom Nom, says, “Penetrating through every commercial aspect
humans have started using technology for everything and food ordering is one such
developments”.

Rohit Chadda, MD and Founder Foodpanda, believes, “Online ordering is convenient giving the
customers a broader option to choose from the restaurants listed on the website.”

Future of the business

As per the industry experts, the overall food delivery business is more than USD 7 billion to
which online food ordering contributes 5-7 percent and is growing 40 percent per year than dine-
in culture. The margin is however two to three percent higher in deliveries. According to Ritesh
Dwivedy, MD and CEO, JustEat, “The future seems bright for the online food business in India,
as we are trying to catch up with developed markets where 30 percent of delivery takes place
through online channels.”

Major players

Online food ordering is at an exciting phase now. Many local and national players are joining the
space. In fact the foreign brand JustEat has also tied up with the Bangalore based HungryZone.
Foodpanda which started its business from Delhi-NCR is the major player in the segment
followed by JustEat and TastyKhana, a Pune initiative. Besides, DeliveryChef, BigBite, Titbit
and eatallnite are the emerging players in the online food delivery market which is estimated to
grow at 40 percent annually.
Benefits

Placing food orders online benefits consumers, restaurants and the food delivery players. For
consumers, it is not only an easy and convenient tool but it is also a great platform to avail good
discounts.

However, the profit margin is 2-3 percent higher in deliveries as compared to dine-in these days.

Marketing strategies

Online food delivery platforms largely try to be present in all the channels that drive awareness.
For example, newspapers, television, hoardings and billboards to the social networking sites like
Facebook and Twitter, they advertise in all. Chadda explained, “We give about 15-30 percent
discounts on ordering through us. At the same time, we have also organized several campaigns
including the food gifting programmes and buy one get one free deals.”
2.3ABOUT THE COMPANY – SWIGGY

It all started back in 2014 when two BITS Pilani graduates, Sriharsha Majety and Nandan
Reddy decided they wanted to make life easier by changing the way India eats - all with just
a tap! With their idea of ’hyperlocal food delivery’, all they needed was the tech to power it
and were introduced to Rahul Jaimini, who brought this vision to life with the first website.
And with this, Swiggy was launched as a food ordering & delivery platform.

In August of 2014, Swiggy began operations by signing up a few restaurants in

Koramangala, Bengaluru. Soon enough, the first team of Hunger Saviors came into action to
deliver food within 40 minutes. Shortly after, Swiggy raised its first round of funding and
launched the app in May of 2015. Fun fact: The technology that delivers great food right to
your doorstep was completely developed in-house!

With love and support from consumers, Swiggy expanded far and wide, first through the
entire city of Bengaluru and then across the entire country. As they say, the rest is history.

Today, Swiggy is the leading food ordering and delivery platform in India. The innovative
technology, large and nimble delivery service, and exceptional consumer focus at Swiggy
enabled a host of benefits that includes lightning fast deliveries, live order tracking and no
restrictions on order amount, all while having the pleasure of enjoying your favourite meal
wherever you'd like it.

Different from competitors

 There are more than 20 Indian start- ups in online food delivery space.
 Swiggy faces tough competition from FoodPanda,Zomato, UberEats.UberEats and
Zomato have got more funding compared to Swiggy.
 Customer reviews states that Swiggy app is more sleek and hassle free compared to
other apps of same kind.
 Swiggy concentrates on service more, where as other players like Zomato
concentrates more on offers.
 Unlike other apps, Swiggy is not flooding the internet with it’s Ad campaigns..More
options of food and restaurants available in Swiggy app,compared to competitors only
behind Zomato.
Features of the App

 Swiggy is a location based app that lets you order your food from a range of
restaurants anywhere in available cities, right from your mobile phone.
 The app does almost everything for you. It’s simple and friendly UI and is constantly
updated by their team for the menus and prices, making it easy, convenient and
reliable to use.
 When you start the app it detects your location and gives you a list of the nearby
restaurants.
 The App provides you not only the lunch and dinner menus, it describes each dish
and provides you with the best selling dishes with high reviews and offers.
COMPETITORS

ZOMATO:

It is an Indian restaurant search and discovery service founded in 2008 by Deepinder Goyal and
Pankaj Chaddah. It is headquartered in Gurugram,Haryana and operates in 24 countries . It
provides information and reviews of restaurants, including images of menus where the restaurant
does not have its own website and also online delivery services in some countries. It has a total
strength of 5,889 employees as of March 2019 and more than 50,000 delivery partners.

UBEREATS :
 CHAPTER 3: DATA
INTERPRETATION

1. TVS two wheeler model

 No. of Respondents Respondents in %

Scooty 48 48%

Apache 38 38%

Victor 8 8%

Starcity 2 2%

Others 4 4%

Chart Title
60

50

40

30

20

10

0
Scooty Apache Victor Star City Others

Series 1 Column1 Column2

According to the survey it is found that most of the respondents have scooty (48%)

and Apache(38%)and few of respondents have victor,star city and the rest.

2. Did the salesperson spend sufficient time with you and explain everything about
the vehicle?
 No of respondents respondents in %

yes 72 72%

no 28 28%

Percentage

Yes No

Most of the respondents(72%) are satisfied with the service of the salesman and

least number of respondents(28%) are not satisfied.

3. Was the vehicle delivered on promised time?

 No of respondents respondents in %

yes 85 85%

no 15 15%

Percentage

Yes No

To most of the respondents (85%) the vehicle is delivered on promised time. Only to few of

the respondents(15%) vehicle is not delivered on promised time

4. Were you offered a test drive during your visit to our showroom?
 No of respondents Respondents in %

yes 60 60%

no 40 40%

Percentage

Yes No

60% of the respondents were offered test drive and 40% of Respondents were

not offered the test drive

5. How do you feel about TVS two wheeler vehicles?

 No. of Respondents Respondents in %

excellent 22 22%

good 30 30%

moderate 18 18%

satisfactory 24 24%

unsatisfactory 6 6%

Chart Title
35

30

25

20

15

10

0
Excellent Good Moderate Satisfactory Unsatisfactory

Satisfaction level

According to the survey 30% of the respondents feel good and 24%Of respondents feel

satisfactory and 22% of the respondents feel excellent 18% of respondents feel

moderate and 6% of respondents feel unsatisfactory

6. State the level of satisfaction for the service provided by TVS showroom?

respondents in %

no of respondents

34%
completely satisfied 8

satisfied 34 18%

dissatisfied 18 26%

not at all satisfied 14 8%

neither satisfied nor dissatisfied 26 14%

No. of respondents

34
26

14 18

Completely Satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Not at all satisfied

Most of the respondents (34%) are completely satisfied and 14% of respondents Are

niether satisfied nor satisfied 26% of respondents are dissatisfied 8% of respondents

are not at all satisfied and 18% respondents are satisfied

 7. Whether brand name plays important role in purchase of TVS two wheeler?

no of respondents respondents in %

yes 40 40%

no 60 60%

Percentage

Yes No

Most of the respondents(60%) feel brandname is important 40% of the respondents feel

brandname is not important

 8. What are the reasons to purchase TVS vehicles?

no of respondents respondents in %

mileage 80 80%

low maintanance 60 60%

brandname 30 30%

price 75 75%

Wide range of products 20 20%

Chart Title
6

0
Mileage Low maintenance Brand Name Category 4

Series 1 Series 2 Series 3

Most of the respondents(60%) feel brandname is important 40% of the respondents

feel brandname is not important

9. When did you owned TVS vehicles?

no of respondents respondents in %

6month 18 18%

1-2years 32 32%

3years 38 38%

3-5years 12 12%

10.What are the improvements in service that you need from TVS Motors?

no of respondents respondents in %

service in time 32 32%

reliable service 18 18%

availability of spares 7 7%

well trained

mechanics 8 8%

less labour charge 35 35%

10. What are the different problems that you face at the time of service of your vehicle?

High Price of Spare parts 36 36%

Not easily available 17 17%

Delay in service 39 39%

Low quality of spare 7 7%

parts

11. How do you rate the service performance of TVS.

Very Good 16 16%

Good 42 42%

Average 33 33%

Bad 9 9%

Very Bad 0 0%
 CHAPTER 4:
FINDINGS AND
SUGESSTIONS
 FINDINGS

According to the survey it is found that most of the respondents have scooty(48%) and

victor(38%)and few of respondents have other motorcycles.

Most of the respondents(72%) are satisfied with the service of the salesman and least

number of respondents(28%) are not satisfied.

To most of the respondents (85%) the vehicle is delivered on promised time. Only to

few of the respondents(15%) vehicle is not delivered on promised time

60% of the respondents were offered test drive and 40% of Respondents were not

offered the test drive

According to the survey 30% of the respondents feel good and 24% Of respondents feel

satisfactory and 22% of the respondents feel excellent 18% of respondents feel

moderate and 6% of respondents feel unsatisfactory

Most of the respondents(34%) are satisfied and 26% of respondents Are niether

satisfied nor satisfied 18% of respondents are dissatisfied 14%of respondents are not at

all satisfied and 8% respondents are fully satisfied

Most of the respondents(60%) feel brandname is important 40% of the respondents feel

brandname is not important

Most of the respondents feel mileage(80%) price(75%)andlow maintanance(60%) and 30% of

respondents feel brandname is important 20% of respondents feel widerange of respondents is
important

38% respondents purchased Vehicles before 3 years 32% of Respondents purchased before

1- 2 years 18% of respondents Purchased before 6 months and 12% of respondents

purchased before 3 – 5 years

Most of the respondents are need of less labour charges (35%)And Service in time (32%)

and 18% of respondents need reliable Service and few of the respondents need well trained

mechanics (8%) And availability of Spares (7%)

Most of the respondents face the problem of delay in service (39%)And high price of spare

parts (36%) some of the respondents face problem of not easily availability of spares (17%)

and low quality Of spare parts (7%)

Most of respondents rate the service performance as good (42%) And Average (33%)some of
the respondents rate as very good (16%) And bad (9%)

Most of the respondents are need of increase in number of service stations to reach

maximum number customers.

Most of the respondents have complaint about delay in availability of spare parts and high

price.
 CHAPTER

5:SUGGESTIONS
SUGGESTIONS

According to the survey most of the respondents are in the need of the improvement in

providing service in time and lesslabour charge Manickbag TVS should take action by

recruiting well trained service staff and. And implement machineries to provide service

in time.

To know the problems faced by the customers at the time of post sale service should

conduct free check up camps and collect the feedback of at the time of service
 CHAPTER 6:
CONCLUSION
 \

CONCLUSION

1. Most of the respondents are satisfied with the services of TVS motors

2. Less labour charge and service in time service in time and increase in number of

service station they are three major parameters in demand.

3. The sale of scooty and victor are high as compared other vehicles.

4. Most of the respondents feel good about TVS two-wheeler vehicles.

CHAPTER 7:
QUESTIONNAIRE
 QUESTIONNAIRE

Dear Sir / Madam,

1] TVS two wheeler model

2] Did the salesperson spend sufficient time with you and explain everything about

the vehicle ?

Yes No

3] Was the vehicle delivered on promised time?

Yes No

4] Were you offered a test drive during your visit to our showroom?

Yes No

5] How do you feel about TVS two wheeler vehicle?

a] Excellent b] good c] Moderate

d] satisfactory e] unsatisfactory
6] State the level of satisfaction for the service provided by Manickbag TVS?

a] Completely satisfied b]satisfied c] Dissatisfied

d] Not at all satisfied e] Neither satisfied nor dissatisfied

7] Whether brand name plays important role in purchased of TVS two wheeler?

Yes No

8] What are the reasons to purchase TVS vehicles?

a] mileage b] low maintenance c] Price

d] Wide range of products e] Brandname

9] When did you owned TVS vehicle

a) 6 month b) 1-2 years

c) 3 years d] 3-5 years

10] Do you suggest any improvement in TVS?

11] What are improvements in service that you demand from Manickbag TVS?

a] Service in time b] reliable service

c] well trained mechanics c] less labor charge

12] What are the different problems that you face at the time of service of your
vehicle?

a] High price spare parts b] Not easily available

c] Delay in service d] Low quality of spare parts

13 How do you rate the service performance of TVS?

A] Very Good b] Good c] Average

D] Bad e] Very bad

14]Do u have any complaint, problem regarding availability of spares parts & other
services?

15]Name and Address:

CHAPTER 9:
BIBLIOGRAPHY

45
Bibliography
1. www.wikipedia.org
2. tvsmotor.com
3. https://economictimes.indiatimes.com/tvs-motor-company-ltd
4. www.toi.com

46