“A STUDY ON CUSTOMER’S EXPECTATIONS AND SATISFACTION

LEVEL TOWARDS AFTER SALES SERVICE OF TVS MOTORS LTD”.

Dissertation Synopsis Report submitted in Partial fulfillment of the requirement for the
Award of the degree of
MASTER OF BUSINESS ADMINISTRATION
Of
BANGALORE UNIVERSITY

By
Ms. SANDHYA S.P.
Register No: 19JQCMD084

Under the guidance of

Dr. VIJAY KUMAR
ASSISTANT PROFESSOR

27/2, 33rd cross, 2nd Main, 7th Block

Jayanagar, Bengaluru – 560070

2021
1. TITLE OF THE STUDY:
A STUDY ON CUSTOMER’S EXPECTATIONS AND SATISFACTION LEVEL TOWARDS
AFTER SALES SERVICE OF TVS MOTOR LTD.

2. NEED FOR THE STUDY:

Satisfaction is the level of person felt state by comparing products perceived in relation to the
person’s expectations. 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.

3. STATEMENT OF THE PROBLEM:

Today’s consumer markets are too competitive. Most of the companies try to convert potential
customer into regular customer. Satisfaction is a subjective concept and crucial concern for both
customers and organizations, thus difficult to determine customer satisfaction, a term issued in
marketing it’s a measure how product and service supplied by the company meet customer
expectation. If customer expectations meet with the perceived value of goods and service the
customer is satisfied but if the perceived value of goods and service is less than the customer
expectations than customer is dissatisfied and if the perceived value exceeded the expected value
of the goods and service than the customer is delighted. Hence, the decided to take the study
about customer satisfaction and expectation level towards after sale service of TVS motor ltd.

Management problem

Through this project, the management wants to know the after sales service performance and to
analyze the expectations and 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.
4. OBJECTIVES:

 To know the customer satisfaction level towards service of TVS motors.

 To ascertain their expectation level towards after sale service.
 To know the new area of improvement.
 To identify the various factors influencing their satisfaction level.
 To give suitable suggestions the basis of the findings of the study and come out proper
conclusion.

5. SAMPLING:

As there are many types of sampling that is available for managing the research, the sample that
is used for the above research is the simple random sampling and the convenience sampling.

6. SOURCES OF DATA:

Data refers to information or facts. The sources of data collection include two types, such as
primary data and secondary data.

I. Primary data- Primary data is the data that is collected for the first time. It was collected
through:
 Directly from executives and customers.
 The data has collected through questionnaires.
 Through interaction with respondents.
 Through observation.
II. Secondary data- It was used mainly support the primary data. it was collected through:
 Internet, journals, Articles
 Magazines, Books, Newspaper
 Reviews, Websites

7. TOOLS FOR DATA COLLECTION:

Data collection tools refers to the instrument used for the data collection can carry through many
forms like questionnaires, case study, observation, checklist, interviews, survey and through
many forms like questionnaires, case study, observation, checklist, interviews, survey and
through many ways, in this case we are using the primary data and secondary data for collection.

8. PLAN OF ANALYSIS:

 A survey research has undertaken to study about the customer expectations and
satisfaction level towards after sales service of TVS motors ltd.
 Data is collection from executives and customers through questionnaires and interaction.
 Data will be analyzed by using qualitative and quantitate techniques and hypothesis.
 Tables and graphs are used to present the data.

9. PROPOSED CHAPTER SCHEME:

CHAPTER-1 Introduction and Company profile

CHAPTER-2 Review of literature and Research Methodology

CHAPTER-3 Data Analysis and Interpretation

CHAPTER-4 Findings, Conclusions and Suggestions