A

PROJECT REPORT

ON

“CUSTOMER SATISFCATION ON TVS”

SUBMITTED IN THE PARTIAL FULFILLMENT OF THE REQUIREMENT

FOR THE AWARD OF POST GRADUVATION OF
MASTER OF BUSINESS ADMINISTRATION
(2018-2019)

SUBMITTED TO:- SUBMITTED BY:-

VISHAL ANAND (Assistant Prof.) Rajat Handuja
Deptt. Of Commerce University Roll no 6871307

R.K.S.D. COLLEGE OF EDUCATION- KAITHAL, HARYANA (INDIA) – 136027.

Affiliated To Kurukshetra University, Kurukshetra

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 ACKNOWLEDGEMENT

First of all I would like to thank to my HOD Dr. Ajay Sharma Department of Commerce of
R.K.S.D. COLLEGE OF EDUCATION, for extending her support and ensuring that all necessary
procedures were completed well before time. I especially thanks to Mr. Vishal Anand Assistant
Professor who set the ball rolling for my project. She has been a source of inspiration through their
constant guidance; personal interest; encouragement and help.
Last but not the least; I would like to thank all the Department Heads & Employees who
participated in the project without which the project would have been nothing in terms of value and
worth. I sincerely hope my work would come up to the expectations of all those who are concerned
and will be of some practical help in the organization's penchant for continuous employee as well
as organizational growth and well-being.

Rajat Handuja-

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 DECLARATION

I hereby declare that this project report titled as “CUSTOMER SATISFACTION ON T.V.S” has
been prepared as a part of my academics during the period of 5th August to 5th September for the
partial fulfillment of degree of “Bachelor of Business Administration”, by KURUKSHETRA
UNIVERSITY, KURUKSHETRA under guidance of Prof. VISHAL ANAND BBA OF R.K.S.D.
(PG) COLLEGE, KAITHAL.

To the best of my Knowledge and belief the matter presented to this report has not been
submitted earlier for the award of any other degree or diploma. This report is prepared by me on my
efforts.

DATE: RAJAT HANDUJA

ROLL NO: 6607
SEMESTER: V
PLACE: KAITHAL

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 CHAPTER-1

INTRODUCTION

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 INTRODUCTION

Customer satisfaction is the individual’s perception of the performance of the product or

service in relation to his or her expectations. Customers will have drastically different expectations,
of an expensive. The concept of customer satisfaction is a function of customer expectations. The
over all objectives of providing value to customers continuously and more effectively than the
competition is to have and to retain highly satisfied.

Customer satisfaction
A business term is a measure of how products and services supplied by a company meet or
surpass customer expectation. It is seen as a key performance indicator within business and is part of
the four perspective of a balanced scorecard.
In a competitive marketplace where business competes for customers, customer satisfaction is
seen as a key differentiator and increasingly has been become a key element of business strategy.

Definition
According to Philip Kotler,
“Satisfaction is the level of a person’s felt state resulting from comparing a product ’s perceived
performance (or outcome) in relation to the person’s expectations.”

Methods of tracking and measuring customer satisfaction

Companies use the following methods to measure how much customer satisfaction they are creating.

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Methods of measuring customer satisfaction

Complaint
and
suggestion
system

Customer
satisfaction
survey

Methods of
measuring
customer
satisfaction Ghost
Shopping

Lost
customer
Analysis

Way for building customer satisfaction

After measuring the customer satisfaction, company takes necessary steps to increase customer
satisfaction, or satisfy the customers, if there is any dissatisfaction.
The following are the ways followed by the company to satisfy customers.
 Increase the quality
 Increase the service
 Value of product
 Lower price etc.

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 COMPANY PROFILE

INTRODUCTION

TVS Sundaram iyengar established the group of companies at Madurai in 1929 India’s largest
automobile ancillary manufacturing group .once among the top fifteen largest industrial groups of
India.

1962 T.V.Sundaram Iyengar and sons collaborates which clay tow devandre and establish
Sundaram clay on limited at Chennai produce automotive air brake system.

1979 SUNDARAM clay ton limited diversifies and opens into moped plant at harita,
Housur.

1983 in collaboration with Suzuki motor corporation of Japan established Ind-suzuki motor
cycles rollout in September -1984.

IND- SUZUKI motor cycle limited renames itself as TVS-SUZUKI limited September 1986.

1987-TVS – SUZUKI limited purchases tae moped division from sundaram clay ton limited
in September.

1988-TVS-SUZUKI limited established scooter division in Mysore

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TVS MOTOR COMPANY: Manufacturing entire range of two wheeler comparing
mopeds. Motor cycle, scooters. The company committed to manufacture personal
transportation product with offers high value for money environment friendly and
person technology to complete even is the global markets.

TVS COMPANY has introduced the 100cc motor cycle to India in 1985.The first time Women
her own set of wheels TVS scooty. It has Hi- tech manufacturing facilities of Houser and Mysore and
cutting edge R&D center in India. I have owned by our 400automative specialist. It has over 9,
00,000 two wheelers on road today. India’s largest dealer and service centers and exports for wheelers
to 24 countries.

TVS MOTOR COMPANY: Having manufacturing plant in Mysore and housur giving
wide product from 60cc to 150cc as mention below.
TVS XL SUPER -- 70CC
TVS XL SUPER HEAVY DUTY -- 70CC
TVSXL SCOOTY -- 60CC
TVS SCOOTY -- 90CC
TVS STAR CITY --100CC
TVS STAR --100CC
TVS STAR DLX and
TVS STAR CITY --100CC
TVS CENTRA --100CC
TVS VICTOR GX --110CC
TVS VICTOR GLX --125CC
TVS FIRCO F2 /FX --150CC
TVS APACHE --160CC
TVS RTR APACHE --200CC
TVS FLAME --125CC
TVS JUPITER --110CC
TVS NTORQ --125CC

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 TVS two wheelers: -
1. WEGO: -

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2. JUPITER: -

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3. SCOOTY PEP +: -

4. APACHE: -

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5. PHEONIX: -

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6. STAR CITY +: -

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7. STAR SPORT: -

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8. TVS XL HEAVY DUTY: -

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-

In which XLS HD comes under moped category scooty pep comes under scooty category and
other vehicles , comes under motor cycle’s star series , centra , GL/GX, GLX, F2/FX
Apache.

Has been dedicated in the specific applications including Surveillance, Point of Sales and Industrial
Automation up to 20 years. At this time, TVS products have been distributed in more than 60
countries and gained reputation all over the world.
We ensure our customers get the best services with TVS' Core Competences including:

 Global Logistics
 R&D Capability
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  Professional Manufacturing Facility

 Professional Product Range

 OEM/ODM Experience

Further to our success in the Display solutions, TVS has devoted our R & D strength in the
developments combining Surveillance, Multimedia & POS, including our Media DVR, Digital
Signage & Security POS solutions. In 2007, TVS has successfully launched out the 8¡¨ LCD DVR
LR-804 series.

At the dawn of the 21st century, Taiwan Video System, with positive action and team spirit, always
to pursue the next challenge of information integration ahead. Taiwan Video System is committed to
leverage its professionalism and devotion to provide the best service to our customers, and restlessly
concentration on new technology development, manufacturing progress improvement, and real-time
after sales service.

"Inspiration in Motion”
TVS Motor is the third largest two-wheeler manufacturer in India and ranks among the top ten
globally. It is the first company in the world to be honored with The Deming Prize for Total Quality
Management. The company was the first in India to launch 2-seater 50cc moped and 100cc Indo-
Japanese motorcycles. At present TVS Apache, TVS Victor, TVS Scooty, TVS Centra and TVS
Fiero are the popular bikes in Indian market.

RESEARCH AND DEVELOPMENT

The information industry is in a state of constant change. Thanks to the focus on R&D, TVS
can stand against these odds in the fiercely competitive information industry. Unlike other
manufacturing industries, TVS insists to provide high quality, while at the same time, also

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emphasizes on R&D capability for developing new products to meet changing market demands, in
order to seek better market niches and to create more value-added products.

With over 40 staffs in our RD organization, TVS has set up two professional RD teams
VVDC & DDC dedicating on developing advanced products to fulfill the customers' needs.

The VDC RD team would keep on offering the best solutions for the Video Display products.
While continuing to carry on TVS' success in the CCTV & POS Displays Industries, the VDC team
would also focus on creating new products covering the Multimedia & Digital Signage solutions.

To offer our customers the programmable services, our DDC RD team would
dedicate on developing the professional Digital control systems covering Surveillance,
Multimedia & Security POS. At this time, TVS has successfully launch out the newly 8¡¨
Media DVR system series. Our DDC RD team would continue to bring out more outstanding
products

CARE:
Care about company's products by presenting the best products to the market.

DETERMINATION
All TVS employees are determined to perfect quality control, no product would be released
substandard.

PERSISTENCE
Hold the commitment of quality first performs from the beginning through to the end.

CUSTOMER'S SATISFACTION
Provide satisfactory products to customers and optimize the international marketing.

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EMPLOYEE'S RELAXATION
Provide satisfactory products to customers to fulfill employees' high self-expectation  
With the respect of high-tech, value-added and innovative philosophy, TVS' goal is to be the best
Video Solution Provider. The business is conducted in a manner that protects the environment and
focuses on environmental efforts in accordance Complying and executing relevant environmental
laws and regulations protection to internationally accepted criteria. Since 2004, TVS has passed ISO
14001 and follow
TVS aims to bring a worldwide focus to the environment, and encourage a cleaner, safer, healthier
world for us all.

Complying and executing relevant environmental laws and regulations protection.

Using materials and facilities, which are energy saving and low pollution.

Reducing cost and conserving resources.

Committing to environment improvement and population prevention.

Sensitizing and educating our employees / suppliers on the need and techniques required to
protect the environment.

Declaration of environment protection:

Reduce waste, reduce cost and conserve resources
Green product, environment awareness
Comply with laws and regulations A Enterprise clean
All staff participation A Eternal improvement

TVS AWARD AND ACCOLADS

 Only Two – wheelers company in the worlds to the Japanese denting award for Quality.

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 Government of India national award 2002 for successful commercialization of
indigenous technology comforted on TVS victor GL --110cc.

 Award of Apache RTR --160CC.

 Viewer’s choice Bick of the years 2006 NDTV CNB –RRR.

 NO,1 in ‘CUSTOMER SATISFACTION’ (TAS MTC ‘S study 2006 as published by

auto car)

 Bick of the year‘s 2006.

 BEST DESIGN OF THE YEARS 2006

 INDIGINAS DESIGN OF THE YEARS 2006 OVER DERIVES.

CHAPTER-2
REVIEW
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 OF
LITERATURE

REVIEW OF LITERATURE

INTRODUCTION
This feasibility study commissioned by the Nation Institute for Advanced Industrial Science
and Technology in Japan (AIST) and supported by the Sustainable consumption Unit (UNEP)
provided an overview of approaches used in different disciplines for evaluating consumer behavior.
The study analyzed the applicability of existing research concepts, theories, and tools for evaluating
consumer satisfaction with product-service systems (PSS). It included a discussion of their
strengths/weaknesses.

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BACKGROUND:
It been recognized that eco-efficiency improvements at production and product design level
can be significantly reduced or totally negated by rebound effect from increased consumption levels.
In line with this problem factor 10 to 20 material and energy efficiency improvements have been
suggested (Factor 10 Club 1994; Schmidt-Bleak 1996; Bolund, Johansson et al. 1998; Ram 1998).
The improvements, however, if not carefully done, may still lead to rebound effects through changes
in resource prices.
As a potential solution to the factor 10/20 vision, system level improvements have to be made,
contrary to redesigning individual products or processes (Weterings and Opschoor 1992; Vergragt
and Jansen 1993; von Weizsacker, Lovins et al. 1997; Manzini 1999; Brezet, Bijma et al. 2001;
Ehrenfeld and Brezet 2001).

The product service system (PSS) concept has been suggested as a way to contribute to this
system level improvement (Goedkoop, van Halen et al.1999; mont 2000). Here the environmental
impacts of products and associated services could be addressed already at the product and service
design stage. Special focus should be given to the use phase by providing alternative system
solutions to owning products.

A number of examples in the business (B2B) area exist that confirm the potential of PSS for
reducing life cycle environmental impact. It is, however, increasingly evident that business examples
are difficult to directly apply to the private consumer market. Private consumers, contrary to
businesses, prefer product ownership to service substitutes (Schrader 1996; Littig 1998). Even if
accepted, the environmental impacts of “services products” offers depend to a large extent on
consumer behavior.

CONSUMER RESEARCH IN DIFFERENT DISCIPLINES:

A considerable body of literature in a range of different disciplines exists o consumption,
consumer behavior, and consumer decision-making process. Research in economics, business,
marketing, psychology and sociology domains studies consumer behavior from different theoretical
premises: “for economists, consumption is used to produce utility; for sociologists, it is a means of
stratification; for anthropologists – a matter of ritual and symbol; for psychologists-the means to

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satisfy or express physiological and emotional needs; and for business, it is a way of making money”
(Fine 1997).

One reason explaining the lack of studies in the area could be that, there are still not many
PSS schemes in place to serve as test grounds. Another reason could be uniformity of research focus.
Most of consumer research focused on adopter categories, habits, attitudes and intentions, rather than
on actually measuring the satisfaction level with the service. The reason is probably that PSS ideas
have been promoted by researchers from the environmental management, marketing, design, and
engineering fields, and to a lesser extent by sociologists, who hold the banner of research in customer
satisfaction.

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CONSUMER SATISFACTION PROCESS:
The paramount goal of marketing is to understand the consumer and to influence buying
behavior. One of the main perspectives of the consumer behavior research analyses buying behavior
from the so-called “information processing perspective” (Holbrook and Hirschman 1982). According
to the model, customer decision-making process comprises a need-satisfying behavior and a wide
range of motivating and influencing factors. The process can b e depicted in the following steps
(Engel, Blackwell et al. 1995);
 Need recognition – realization of the difference between desired situation and the current
situation that serves as a trigger for the entire consumption process.
 Search for information – search for data relevant for the purchasing decision, both from
internal sources (one’s memory) and/or external sources.
 Pre-purchase alternative evaluation-assessment of available choices that can fulfill the
realized need by evaluating benefits they may deliver and reduction of the number of options
to the one (or several) preferred.
 Purchase – acquirement of the chosen option of product or service.
 Consumption-utilization of the procured option.
 Post-purchase alternative re-evaluation-assessment of whether or not and to what degree the
consumption of the alternative produced satisfaction.
 Divestment-disposal of the unconsumed product or its remnants.
Besides the information processing perspective, marketing analyses consumer behavior by
employing a psychologically grounded concept of attitudes (Balderjahn 1988; Rosin, Yates et al.
1989; Luzar and Cosse 1998). It is consumer attitudes that are usually named as the major factor
in shaping consumer behavior and a wealth of studies is available on the topic of how attitudes
can predict behavior.

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INTER-DESCIPLINARITY OF CONSUMER RESEARCH:
Different research disciplines diverge in their presuppositions about human nature,
factors influencing consumer behavior, market response, etc. Therefore, they naturally employ
different research approaches. However, despite that seemingly insurmountable abyss between
disciplines, we see that many research topics and methods overlap, and that there is impacts of
products and associated services should be addressed already at the product and service design
stage, with special focus on the use phase by providing alternative system solutions to owning
products.

OBJECTIVES OF STUDY

PRIMARY OBJECTIVE
1) To know the customer satisfaction level in the TVS MOTOR

SECONDARY OBJECTIVES

1. To know the level of satisfaction about the availability of spare parts and service.
2) To know the customers opinion about the Brand Image.
3) To know the people expectation and their performance in motor cycle.
4) To know the customer’s overall satisfaction TVS motor company ltd.

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 CHAPTER-3

RESEARCH
METHODOLOGY

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 RESEARCH METHODOLOGY

INTRODUCTION

Research methodology is the way to systematically solve a problem. The methodology

adopted in this study explained below. the study empirical in nature. Both primary and secondary
data were collected to prepare the report.

RESEARCH DESIGN

The formidable problem that follows the task of defining the research is the
preparation of the design of research project, popularly known as the “research design,”
“The research design is the arrangement of conditions for the collections and analyses of
data in a manner that aims to combine relevance so the research purpose with economy in procedure

DESCRIPTIVE RESEARCH

“Descriptive research studies are there studies which are concerned with describing the
characteristics” of a particulars individual, or a group’’.

The design in such studies much be right and not flexible and must focus attention on the following.

 The researcher knows the problem of this study.

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  The researcher is trying to describe the service requirements, satisfaction with the current
service provider and the awarders.

 After analyzing the data, it could be directly used by company for formulating now market.

SOURCES OF DATA

The study was collected with the helper primary and secondary data.

PRIMARY DATA
Primary data is first had information it was collected from the respondent by using a structural
questionnaire. The researcher has got the primary data through survey method.

SECONDARY DATA
The secondary data was collected through the secondary sources like company records, company
websites, magazine, and Newspaper.

SAMPLING DESIGN
Area of the study
In this study I have selected marketing.

SAMPLING METHOD;
Standard questionnaires have been among the respondent on the basis simple random
sampling.

SAMPLE SIZE:
Here I have collected 100 samples.

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DATA COLLECTION METHOD
The data are collected through survey method by using the questionnaire by the way of
personal interview only. The questionnaire consists of the checklists, rating scale, multiple
choice and open end questions.

STATISTICAL TOOLS:
The following are the various tools applied for analyzing the primary data.

PERCENTAGE METHOD
The percentage method was extensively used for finding various details as mentioned in the chapter
at analysis and interpretation. It can be generally calculated as follow.

No, of respondents favorable

Percentage = ______________________________________*100
Total respondents

LIMITATIONS OF THE STUDY

 The study is based on only Siwan Village consumers opinion and attitudes
.
 Few of respondents do not co- operate in furnishing the information.

 Time period is very short, just hundred respondents are taken.

 Some of the respondents are not willing to ask by the researcher due to their work hard.

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 DATA ANALYSIS AND INTERPRETATION

TABLE-1

GENDER WISE CLASSIFICATION OF RESPONDENTS:

Serial Number of Percentage

particulars
Number Respondents (%)

1. Male 90 90%

2. Female 10 10%

Total 100 100%

INETRPRETATION:

From the above the table it is clearly notes that 90% of the Respondents are Male and 10% of
respondents are female peoples.

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 CHART-1

GENDER WISE CLASSIFICATION OF RESPONDENTS:

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 TABLE -2

AGE WISE CLASSIFICATION OF RESPONDENTS:

Serial Number of Percentage

Particulars
Number Respondents (%)

1. Below-25 30 30%
2.
3. 25-30 32 32%
4.
30-35 24 24%

Above-35 14 14%

Total 100 100%

INTERPRETATION:

From the table, it is clearly note that majority 32% of respondents are below25-30 years age
group, 30% of respondents are below 25 years age group, 24% of respondents are below to 30-35
years age group and 14% of the respondents are belong to above 35 years of age group.

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 CHART 2

AGE WISE CLASSIFICATION OF RESPONDENTS:

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 TABLE -3

OCCUPATIONAL WISE CLASSIFICATION OF RESPONDENTS

S.no Particulars No. of respondents Percentage

1 Formers 10 10%

2. Business men 28 28%

3. Govt(or) private employees 36 36%

4. Others 26 26%

Total 100 100%

INTERPRETATION:
From the table, it is clearly state. That the majority 36% of the respondents are Govt (or)
Private Employees, 28% of the respondent are business man, 26% of the Respondents are others and
10% of the respondents are formers.

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 CHART-3

OCCUPATIONAL WISE CLASSIFICATION OF RESPONDENTS

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 TABLE -4

MONTHLY INCOME WISE CLASSIFICATION OF REPONDENTS

SNO Particulars No. of respondents Percentage

1 Below 5000 40 40%

2. Rs.5001-10,000 26 26%

3. Rs.10,001-15000 20 20%

4. Rs.15,001 above 14 14%

Total 100 100%

INTERPRETATION:

The table shows that about 40% of the respondents monthly income is below
Rs.5000, 26% of the respondents monthly income is Rs. 5001 to 10,000, 20% of the
respondents monthly income is Rs. 10,001-15,000 and 14% of the respondents monthly
income is above Rs. 15,001.

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 CHART-4

MONTHLY INCOME WISE CLASSIFICATION OF REPONDENTS

0.14

0.2

0.26

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 TABLE-5

WHICH BRAND OF TVS VEHICLE USED BY THE RESPONDENTS

SNO Particulars No. of respondents Percentage

1 Apache 15 15%

2. Star city 40 40%

3. Flames 8 8%

4. TVS victors 27 27%

5 Scooty pep 10 10%

Total 100 100%

INTERPRETATION:

From the above table, it is clearly note that majority 40% of the
Respondents are using star city, 27% of the respondents are using TVS victor, 15% of the
respondents are using apache, and 10% of the respondents are using Scooty pep. And 8% of the
respondents are using flames vehicles.

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 CHART-5

WHICH BRAND OF TVS VEHICLE USED BY THE RESPONDENTS

120%
100%
80%
60%
40%
20%
0%

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 TABLE -6

MODE OF PURCHASE

Serial Number of Percentage

particulars
Number Respondents (%)

1. New 76 76 %

2. Second hand 24 24%

Total 100 100%

INTERPRETATION:

From the above table, it can be obtained that 76% of the respondents are using new vehicles and 24%
of the respondents are using second Hand Vehicles.

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 CHART-6

MODE OF PURCHASE

0.24

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 TABLE -7

WHO INFLUENCE TO PURCHASE THE VEHICLES

Serial Number of Percentage

Particulars
Number Respondents (%)

1. Family members 40 40%

2. Friends 32 32%

3. Relatives 16 18%

4. Sales peoples 12 12%

Total 100 100%

INTERPRETATION:

From the above table, it can be seen that 40% of the respondents are

Influenced by family members, 32% of the respondents are influenced

By friends, 16% of the respondents are influenced by relatives, and

12% of the respondents are influenced by sales peoples.

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 CHART-7

WHO INFLUENCE TO PURCHASE THE VEHICLES

45%
40%
40%
35% 32%
PERCENTAGE

30%
25%
20% 18%

15% 12%
10%
5%
0%
Family Friends Relative Sales
member people
PARTICULARS

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 TABLE -8

HOW MANY YEARS ARE YOU HAVING TVS VEHICLES:

Serial Number of Percentage

particulars
Number Respondents (%)

1. Up to 2 years 24 24%

2. 2 to 4 years 52 32%

3. 4 to 6years 18 18%

4. Above 6 years 8 8%

Total 100 100%

INTERPRETATION:

From the above table, it is clearly note that majority 52% of the
respondents are having vehicles with 2 to 4years,22% of the respondents are having vehicles
up to 2 years ,18% of the respondents are having vehicles 4 to 6years,and 8% of the
respondents are having vehicles more than 6years.

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 CHART-8

HOW MANY YEARS ARE YOU HAVING TVS VEHICLES:

35% 32%
30%
25% 24%

PERCENTAGE 20% 18%

15%
10% 8%
5%
0%
Up to 2 2 to 4 4 to Above
years years 6years 6 years

PARTICULARS

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 TABLE -9

WHEN DID YOU COME TO THE SERVICE:

Serial Number of Percentage

particulars
Number Respondents (%)

1. For free service 59 59%

2. Periodical maintenance purpose 23 2%

3. During the repairs to bike 18 18%

Total 100 100%

INTERPRETATION:

From the above table it can be shows that 59% of the customers are in free service only, 23%
of the customers in periodical maintenance purpose, and 18% of the respondents made repairs at the
time of maintenance to bike.

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 CHART-9

WHEN DID YOU COME TO THE SERVICE

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 TABLE -10

OVER ALL SATISFACTORY LEVEL OF THIS TVS MOTORS COMPANY LTD

Serial Number of Percentage

particulars
Number Respondents (%)

1. Very good 25 25%

2. Good 43 43%
3. Neutral 15 15%
4. poor 7 7%
5. very poor 10 10%

Total 100 100%

INTERPRETATION:

From the above table shows that 43% of the respondents are overall satisfaction is good, 25%
of the respondent are overall satisfaction is very good, 15% of the Respondents are neutral, 7% of the
respondents are overall satisfaction is poor and 10% of the respondents are overall satisfaction is very
poor.

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 CHART-10

OVER ALL SATISFACTORY LEVEL OF THIS TVS MOTORS COMPANY LTD

45%
43%
40%
35%
30%
25% 25%
20%
PERCENTAGE
15% 15%
10%
5% 7% 10%
0%
Very Good S1
good Neutral poor
very
poor
PARTICU.ARS

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 TABLE -11

HOW TO YOU FEEL ABOUT DRIVE THIS VEHICLES:

Serial Number of Percentage

particulars
Number Respondents (%)

1. Satisfied 33 33%
2. Highly Satisfied 42 42%
3. Neither Satisfied 11 11%
Nor dissatisfied
4. Dissatisfied 9 9%
5. Highly dissatisfied 5 5%

Total 100 100%

INTERPRETATION:

From the above table shows that 33% of the respondents are drive this vehicle highly satisfied, 33%
of the respondents are satisfied,11% of the respondents neither satisfaction nor dissatisfied and 9%of
the respondents are dissatisfied and 5% of the respondents highly Dissatisfied .

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 CHART-11

HOW TO YOU FEEL ABOUT DRIVE THIS VEHICLES:

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 TABLE -12

COST OF VEHICLES

Serial Number of Percentage

particulars
Number Respondents (%)

1. Highly Satisfied 21 21%

2. Satisfied 57 57%
3. Neither Satisfied 13 13%
4. Nor dissatisfied 6 6%
5. Dissatisfied 3 3%
Highly dissatisfied

Total 100 100%

INTERPRETATION:

From the above table, it is clearly notes that majority 57% of the respondents are
satisfied with cost of vehicles, 21% of the customers are highly satisfied, 13% of the respondents
neither satisfied nor dissatisfied, 6% of the respondents are dissatisfied and 3% of the respondents are
highly dissatisfied.

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 CHART-12

COST OF VEHICLES

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 TABLE -13

SATISFACTION LEVEL WITH BRAND NAME:

Serial Number of Percentage

particulars
Number Respondents (%)

1. Highly Satisfied 42 42%

2. Satisfied 38 38%
3. Neither Satisfied 10 10%
Nor dissatisfied
4. Dissatisfied 7 7%
5. Highly dissatisfied 3 3%

Total 100 100%

INTERPRETATION

From the above table that 42% of the customers are highly satisfied with brand
name, 38% of the customers are satisfied, 10% of the customers are neither satisfied nor dissatisfied,
7%of the customers are dissatisfied and 3% of the customers are highly dissatisfied with brand name
of vehicles.

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 CHART-13

SATISFACTION LEVEL WITH BRAND NAME:

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 TABLE-14

SATISFACTION LEVEL WITH FUEL COMSUMPTION

The above table shows that’s 48% of the respondents an having highly satisfied with fuel
consumptions,32% of the respondents are satisfied 8% of the respondents in dissatisfied 7% of the
respondents neither satisfied nor dissatisfied ,5% of the respondents are highly dissatisfied.

Serial Number of Percentage

Particulars
Number Respondents (%)

1. Highly Satisfied 48 48%

2. Satisfied 32 32%
3. Neither Satisfied 7 7%
. Nor dissatisfied
4. Dissatisfied 8 8%
5. Highly dissatisfied 5 5%

Total 100 100%

INTERPRETATION:

From the table, maximum 48% of the respondents are having highly satisfied with fuel
consumption, 32% of the respondents are satisfied, 8% of the respondents are dissatisfied, 7% of the
respondents neither satisfied nor dissatisfied and 5% of the respondents are highly dissatisfied with
fuel consumption.

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 CHART-14

SATISFACTION LEVEL WITH FUEL COMSUMPTION

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 TABLE -15

SATISFACTION LEVEL WITH BREAK

Serial Number of Percentage

particular
Number Respondents (%)

1. Highly Satisfied 40 40%

2. Satisfied 31 31%
3. Neither Satisfied 16 16%
Nor dissatisfied
4. Dissatisfied 8 8%
5. Highly dissatisfied 5 5%

Total 100 100%

INTERPRETATION:

From the above table shows that 40% of the respondents are highly satisfied with
break, 31% of respondents are satisfied, 16% of the are neither satisfied nor dissatisfied, 8% of the
respondents are dissatisfied and 5% of the respondents are highly dissatisfied with break.

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 CHART-15

SATISFACTION LEVEL WITH BREAK

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 TABLE -16

SATISFACTION LEVEL WITH RE-SALES VALUE

Serial Number of Percentage

particular
Number Respondents (%)

1. Highly Satisfied 3 3%
2. Satisfied 20 20%
3. Neither Satisfied 35 35%
Nor dissatisfied
4. Dissatisfied 30 30%
5. Highly dissatisfied 12 12%

Total 100 100%

INTERPRETATION:

From above table shows that 30% of the customers are neither satisfied nor
dissatisfied with Re-sale value of TVS vehicles, 30% of the customers are dissatisfied,20% of the
customers are satiusfieds,12% of the customers are highly dissatisfied and 3% of the customers are
highly satisfied with Re-sale value.

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 CHART-16

SATISFACTION LEVEL WITH RE-SALES VALUE

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 TABLE -17

SATISFACTION LEVEL WITH COLOURS

Serial Number of Percentage

particulars
Number Respondents (%)

1. Highly Satisfied 20 20%

2. Satisfied 45 45%
3. Neither Satisfied 15 15%
Nor dissatisfied
4. Dissatisfied 14 14%
5. Highly dissatisfied 6 6%
Total 100 100%

INTREPRETATION:

From the above table shows that 45% of respondents are Satisfied with color of
TVS vehicles 20% of respondents are highly satisfied 15% of the Respondents are neither nor
dissatisfied 14% of the respondents are dissatisfied 6% of the Respondents are highly dissatisfied
with color of TVS vehicles.

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 CHART-17

SATISFACTION LEVEL WITH COLOURS

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 TABLE -18

SATISFACTION LEVEL OF ADVERTISEMENTS

Serial Number of Percentage

Particulars
Number Respondents (%)

1. Highly Satisfied 45 45%

2. Satisfied 29 29%
3. Neither Satisfied 15 15%
Nor dissatisfied
4. Dissatisfied 8 8%
5. Highly dissatisfied 3 3%

Total 100 100%

INTERPRETATION:

From the above table shows that 45% of the customers are highly satisfied with
advertisements of TVS vehicles, 29% of respondents are satisfied, 15% of the respondents are neither
satisfied nor dissatisfied, 8% of respondents are dissatisfied 3% of the respondents are highly
dissatisfied with advertisements of TVS vehicles.

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 CHART-18

SATISFACTION LEVEL OF ADVERTISEMENTS

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 TABLE -19

SATISFACTION LEVEL OF CREDIT FACILITIES

Serial Number of Percentage

particular
Number Respondents (%)

1. Highly Satisfied 10 10%

2. Satisfied 15 15%
3. Neither Satisfied 21 21%
Nor dissatisfied
4. Dissatisfied 36 36%
5. Highly dissatisfied 18 18%

Total 100 100%

INTERPRETATION:

From the above table, it is clearly that note majority 36% of respondents are dissatisfied with
credit facilities, 21% of customers are neither satisfied nor dissatisfied, 18% of customers are highly
dissatisfied, 15% of customers are satisfied and 10% of customers are highly satisfied with credit
facilities of TVS vehicles.

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 CHART-19

SATISFACTION LEVEL OF ADVERTISEMENTS

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 TABLE-20

SATISFACTION LEVEL OF CREDIT FACILITIES

Serial Number of Percentage

particulars
Number Respondents (%)

1. Highly Satisfied 10 10%

2. Satisfied 15 15%
3. Neither Satisfied 21 21%
Nor dissatisfied
4. Dissatisfied 36 36%
5. Highly dissatisfied 18 18%
Total 100 100%

INTERPRETATION:
From the above table shows that 36% respondents are dissatisfied with credit facilities 21% of
customers’ are neither satisfied nor dissatisfied, 18% of customer are highly dissatisified,15% of
customer are satisfied and 10% of customer are highly satisfied with credit facilities of TVS vehicles.

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 CHART 20

SATISFACTION LEVEL OF CREDIT FACILITIES

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 TABLE -21

SATISFACTON LEVEL WITH STYLE

Serial Number of Percentage

Particulars
Number Respondents (%)

1. Highly Satisfied 25 25%

2. Satisfied 40 40%
3. Neither Satisfied 18 18%
Nor dissatisfied
4. Dissatisfied 11 11%
5. Highly dissatisfied 6 6%

Total 100 100%

INTERPRETATION:

From the above table shows that 40% of the respondents are satisfied with style, 25% of the
respondents are highly satisfied, 18% of the respondents are neither satisfied nor are dissatisfied 8%
of the respondents highly dissatisfied with style TVS vehicles.

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 CHART-21

SATISFACTON LEVEL WITH STYLE

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 TABLE -22

SATISFACTION LEVEL WITH MAINTENANCE COST:

Serial Number of Percentage

particulars
Number Respondents (%)

1. Highly Satisfied 15 15%

2. Satisfied 25 25%
3. Neither Satisfied 25 25%
Nor dissatisfied
4. Dissatisfied 30 30%
5. Highly dissatisfied 5 5%

Total 100 100%

INTREPRETATION:
From the table, maximum 15% of respondents dissatisfied with maintenance cost 25% of the
respondents are satisfied 25% of the respondents are neither satisfied nor dissatisfied ,15% of the
customers are highly satisfied and 5% of the customers are highly dissatisfied with maintenances
cost of TVS vehicles.

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 CHART-22

SATISFACTION LEVEL WITH MAINTENANCE COST

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 TABLE -23

SATISFACTON LEVEL WITH AVAILABLE OF SPARES

Serial Number of Percentage

Particulars
Number Respondents (%)
1. Highly Satisfied 33 33%
2. Satisfied 50 50%
3. Neither Satisfied 10 10%
Nor dissatisfied
4. Dissatisfied 3 3%
5. Highly dissatisfied 4 4%

Total 100 100%

INTERPRETATION:
From the above table, it is clearly note that majority 50% of the respondents are satisfied with
availability of spare parts ,33% customers highly satisfied ,10% of the customers are neither satisfied
nor dissatisfied % of the customers are highly dissatisfied ,3% of the customers are dissatisfied with
available of spares parts.

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 CHART-23

SATISFACTON LEVEL WITH AVAILABLE OF SPARES

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 TABLE -24

SATISFACTON LEVEL WITH AVAILABLE OF SERVICE:

Serial Number of Percentage

particulars
Number Respondents (%)

1. Highly Satisfied 20 20%

2. Satisfied 45 45%

3. Neither Satisfied 15 15%

Nor dissatisfied

4. Dissatisfied 10 10%

5. Highly dissatisfied 10 10%

Total 100 100%

INTERPRETATION:
From the above table shows that 45% of the respondents are satisfied with availability of service,
20% of customers highly satisfied, 15% of customers are neither satisfied nor dissatisfied 10% of
customers are dissatisfied and 10% customers arte highly dissatisfied with availability of service.

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 CHART-24

SATISFACTON LEVEL WITH AVAILABLE OF SERVICE

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 CHAPTER-5

FINDINGS,
SUGGESTIONS
AND
CONCLUSION

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 FINDINGS

Majority of the respondent’s monthly income level are below Rs, 5000.
Majority of the respondents are currently using TVS star city.
Most of the respondents are bought new vehicles of TVS COMPANY LYD.
The majority of the respondents are satisfied with price of TVS vehicles.
Most of respondents are influenced by family members and some 32% of the consumers are
influenced by friends for bought TVS vehicles.
Majority of respondents are using this vehicle within 2 - 4 years.
The majority of the respondents are satisfied by free service.
Most of the respondents are fully enjoyed to ride the TVS vehicles.
Most of the respondents are satisfied with cost of the vehicle.
Most of the customers are highly satisfied with fuel consumption.
Most of the respondents are getting moderate satisfaction at the time of Re-sale value to their
vehicle.
Majority of the customers are highly satisfied about the break condition of TVS vehicles.
The majority of the customers are satisfied with color of the TVS vehicles.
Most of the consumers are highly satisfied with level of advertisement.
The majority of the consumers are dissatisfied with credit facilities and some of the customers
have the opinion moderately.
Most of the respondents are satisfied with style of TVS vehicles
Most of the respondents are satisfied with maintenance cost and some of the respondents thinking
moderate at the time of maintenance.
Most of the customers are satisfied with availability of spare parts and some of the customers are
highly satisfied.
Most of the respondents are satisfied with the customer’s service of TVS vehicles.

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 SUGGESTIONS

 Promotions activity must be improved through personal selling promotion and advertising it
should be create brand image of TVS Vehicles reason that only 42% of respondents are
satisfied about brand image of TVS Vehicles.
 The company should take the steps to decrease the maintenance cost of TVS vehicle and
improve the lifetime of TVS MOTOR COMPANY vehicles.
 To improve the credit facilities, reason that majority of consumers are dissatisfied with credit
facilities.
 The concern should introduce new color on TVS Vehicles, which will attract more customers.

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 CONCLUSION

“CONSUMER IS A BOSS” OF EACH AND EVERY FIRM (or) ORGANISATION. Based on their
taste, preference and needs we change our product mix. So, the present TVS Motor cycle has good
brand image in Ramanathapuram area, as a research. I would like to suggest some promotional
activities to increase the sales and improve the credit facilities, offer to the customer in the form of
additional warranty period, additional free service, and effective quality of vehicle to provide quality
of customers these will by creating the sale in future.

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ANNEXURE

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1.Copy of Questionnaire
TVS MOTOR COMPANY

Customer preference and satisfaction level towards TVS motors

1.Copy of Questionnaire

TVS MOTOR COMPANY

Customer preference and satisfaction level towards TVS motors

NAME : (M) (F)

PROFESSION :
QUESTIONARIES
1. Are you belonging to which age group in the following?
Below 20
21-30
31-40
41-50
Above 50

2. Will you prefer which following model of tvs model?

TVS XL
SCOOTY SERIES
PEP SERIES
VICTOR SERIES
STAR CITY SERIES
APACHI SERIES

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3. ARE YOU BELONGING TO WHICH INCOME LEVEL RESPONDENT?
Below 3000
3001-6000
6001-8000
8001-10000
Above 10,000
4. What type of occupation does the consumer belonging?
Farmer
Private employee
Government employee
Student
Business
5. Mostly on what type of purpose respondent use vehicles?
Personal use
Official use
6. What type of purchase mode of the bike does respondent prefer?
Reddy cash
Bank loan
Private loan
7. What type of opinion does respondent see on price?
Highly satisfied
Satisfied
Neutrally satisfied
Not satisfied
Highly not satisfied

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8.How customer preferences before purchasing the bike?
BRAND NAME
PRICE
Performance
Mileage
After sale service
9. What education qualification of respondent belonging?
Illiterate
School level
College level
Others
10. What are the opinions does the respondent have after sale services?
Highly satisfied
Satisfied
Neutrally satisfied
Not satisfied
Highly not satisfied
11. About convenience does the respondent are satisfying when the delivered as
per the allotment times?
Highly satisfied
Satisfied
Neutrally satisfied
Not satisfied
Highly not satisfied

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12. Do you feel the service charges /repair charges were reasonable?
Excellent
Good
Bad
Very poor

13. Do you recommend your friends to purchase ?

Yes
No

14. Satisfaction level of quality of service after sale being provided?

Highly satisfied
Satisfied
Neutrally satisfied
Not satisfied
Highly not satisfied

15. What is the opinion regarding mileage of the preferred bike?

Highly satisfied
Satisfied
Neutrally satisfied
Not satisfied
Highly not satisfied

16. On what basis do you prefer to buy tvs model?

Product variety
Brand
Pricing
Offers

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17. What type of service betterment do you expect from tvs motors?
Better Service
Better settlements & claims
Better returns
Others

18. Based on your overall experience would you visit this service center again?
Yes
No

19. Did you find service center staff co-operative, Courteous & polite?
Excellent
Satisfied
Average
Not Satisfied
Highly not satisfied

20. Why do you prefer for this service?

Convenience
Economical
Security
Features

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 2. BIBLIOGRAPHY

BOOKS:
 Marketing Research, Test and cases, Richard D. Irwin, Linois
 C.R Kothari, Research Methodology

MAGAZINES AND JOURNALS / NEWSPAPERS:

 Auto Sports
 Business Outlook
 Times Auto
 The Economic Times

INTERNET:
 www.tvsmotor.in
 www.wikipedia.org
 www.google.com

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