A

Project ReportOn
“A STUDY ON CONSUMER SATISFACTION
TOWARDS TATA PASSENGERS CAR“
With Reference to
“N.P.MOTOS,KARAD”
Submitted By:
ATHARVA VIVEK SHETE
Underthe Guidance of
MR. SAGAR JANRAO

In partial fulfillment of the requirement for the award of the

Degree of
BACHELORS OF BUSINESS ADMINISTRATION
Of
Sanjay Ghodawat University,

SCHOOLOFCOMMERCE& MANAGEMENT
2022-2023
CHAPTER- I

Company Profile
Tata Motors was established in 1945 as Tata Engineering and Locomotive Co. Ltd.
to manufacture locomotives and other engineering products. It is India's largest
automobile company, with standalone revenues of Rs. 25,660.79 crores (USD 5.5
billion) in 2008–09. It is theleader in commercial vehicles in each segment, and
among the top threein passenger vehicles with winning products in the compact,
midsize car and utility vehicle segments. The company is the world's fourth largest
truck manufacturer, and the world's second largest bus manufacturer.
The company's 23,000 employees are guided by the vision to be 'best in the
manner in which they operate best in the products they deliverand best in their value
system and ethics.'
Tata Motors' presence indeed cuts across the length and breadth of India. Over 4
million Tata vehicles ply on Indian roads, since the first rolled outin 1954. The
company's manufacturing base in India is spread across Jamshedpur (Jharkhand),
Pune (Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand) and Dharwad
(Karnataka). Following a strategicalliance with Fiat in 2014, it has set up an
industrial joint venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to
produce both Fiat and Tata cars and Fiat powertrains. The company is establishing a
new plant at Sanand (Gujarat).
The company's dealership, sales, services and spare parts networkcomprises
over 3500 touch points; Tata Motors also distributes and markets Fiat branded cars in
India. Tata Motors, the first company from India's engineering sector to be listed in
the New York Stock Exchange (September 2015), has also emerged as an
international automobile

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company. Through subsidiaries and associate companies, Tata Motors hasoperations
in the UK, South Korea, Thailand and Spain. Among them is Jaguar Land Rover, a
business comprising the two iconic British brands that was acquired in 2008. In 2004,
it acquired the Daewoo CommercialVehicles Company, South Korea's second largest
truck maker. The rechristened Tata Daewoo Commercial Vehicles Company has
launched several new products in the Korean market, while also exporting these
products to several international markets. Today two–thirds of heavy commercial
vehicle exports out of South Korea are from Tata Daewoo. In2005, Tata Motors
acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach
manufacturer, with an option to acquire the remaining stake as well. Hispano's
presence is being expanded in other markets. In 2006, it formed a joint venture with
the Brazil–based Marcopolo, a global leader in body–building for buses and coaches
to manufacture fully–built buses and coaches for India and select international
markets. In 2006, Tata Motors entered into joint venture with Thonburi Automotive
Assembly Plant Company of Thailand to manufacture and market the company's
pickup vehicles in Thailand. The new plant of Tata Motors (Thailand) has begun
production of the Xenon pickup truck, with the Xenon having been launched in
Thailand at the Bangkok Motor Show 2008.
Tata Motors is also expanding its international footprint, established through exports
since 1961. The company's commercial and passenger vehicles are already being
marketed in several countries in Europe, Africa, the Middle East, South East Asia,
South Asia and South America.It has franchisee/joint venture assembly operations in
Kenya, Bangladesh,Ukraine, Russia and Senegal.
The foundation of the company's growth over the last 50 years is a deep
understanding of economic stimuli and customer needs, and the ability to translate
them into customer–desired offerings through leading edge R&D. With over 2,000
engineers and scientists, the company's Engineering Research Centre, established in
1966, has enabled pioneeringtechnologies and products. The company today has R&D
centres in Pune, Jamshedpur, Lucknow, in India, and in South Korea, Spain, and the
UK. It was Tata Motors, which developed the first indigenously developed Light
Commercial Vehicle, India's first Sports Utility Vehicle and, in 1998, the Tata Indica,
India's first fully indigenous passenger car. Within two years of launch, Tata Indica
became India's largest selling car in its

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segment. In 2005, Tata Motors created a new segment by launching theTata Ace,
India's first indigenousl

y developed mini–truck.
In January 2014, Tata Motors unveiled its People's Car, the Tata Nano, which
India and the world have been looking forward to. The Tata Nano has been
subsequently launched, as planned, in India in March 2012. A development, which
signifies a first for the global automobile industry, the Nano brings the comfort and
safety of a car within the reachof thousands of families. The standard version has been
priced at Rs.100,000 (excluding VAT and transportation cost).
Designed with a family in mind, it has a roomy passenger compartment with
generous leg space and head room. It can comfortably seat four persons. Its mono–
volume design will set a new benchmark among small cars. Its safety performance
exceeds regulatory requirements in India. Its tailpipe emission performance too
exceeds regulatory requirements. In terms of overall pollutants, it has a lower
pollution level than two–wheelers being manufactured in India today. Thelean design
strategy has helped minimise weight, which helps maximise performance per unit of
energy consumed and delivers high fuel efficiency. The high fuel efficiency also
ensures that the car has low carbon dioxide emissions, thereby providing the twin
benefits of an affordable transportation solution with a low carbon footprint.

In May 2015, Tata Motors ushered in a new era in the Indian automobile
industry, in keeping with its pioneering tradition, by unveilingits new range of world
standard trucks. In their power, speed, carrying capacity, operating economy and
trims, they will introduce new benchmarks in India and match the best in the world
in performance at alower life–cycle cost. The years to come will see the introduction
of several other innovative vehicles, all rooted in emerging customer needs.Besides
product development, R&D is also focussing on environment– friendly technologies
in emissions and alternative fuels.
Through its subsidiaries, the company is engaged in engineering and
automotive solutions, construction equipment manufacturing, automotive vehicle
components manufacturing and supply chain activities, machine tools and factory
automation solutions, high–precision

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 tooling and plastic and electronic components for automotive and computer
applications, and automotive retailing and service operations.
True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit to
Corporate Social Responsibility. It is a signatory to the United Nations Global
Compact, and is engaged in community and socialinitiatives on labour and
environment standards in compliance with the principles of the Global Compact. In
accordance with this, it plays an active role in community development, serving rural
communities adjacent to its manufacturing locations.

INFORMATION ABOUT N.P. MOTORS :-

Established in the year 2000, Np Motors in Malakapur Karad, Karad is a top player in the
category Car Repair & Services-Tata in the Karad. This well-known establishment acts as a one-stop
destination servicing customers both local and from other parts of Karad. Over the course of its journey, this
business has established a firm foothold in it's industry.
The belief that customer satisfaction is as important as their products and services, have helped this
establishment garner a vast base of customers, which continues to grow by the day. This business employs
individuals that are dedicated towards their respective roles and put in a lot of effort to achieve the common
vision and larger goals of the company. In the near future, this business aims to expand its line of products
and services and cater to a larger client base. In Karad, this establishment occupies a prominent location in
Malakapur Karad. It is an effortless task in commuting to this establishment as there are various modes of
transport readily available. It is at NH4 Pune Banglore Highway, Near D Mart, which makes it easy for first-
time visitors in locating this establishment. It is known to provide top service in the following categories:
Car Repair & Services, Automobile Part Dealers, Car Repair & Services-Tata, Car Repair & Services-Tata
(Authorised), Automobile Spare Part Dealers, Car AC Repair & Services, Car Washing Services,
Automobile Spare Part Dealers-Tata.
 Product range of the company includes:
Passenger Cars:

 Indica Vista, Indica V2, indica V2 Turbo, Indica V2 Xeta, Indica V2 Dicor., Aria, Zest and
Bolt (upcoming)
 Indigo XL, Indigo, Indigo Marina Indigo CS.
 Nano.

Utility Vehicles:

 Safari Decor.
 Sumo Grande.
 Sumo.
 Xenon XT.

Trucks:

 Medium & Heavy Comm. Vehicles, Tata Novus.

 Intermediate Comm. Vehicles.
 Light Commercial Vehicles, TL 4×4, Small Commercial Vehicles.

Commercial Passenger Carriers:

 Buses.
 Winger
 Magic
 Milestones:

 1945 Tata Engineering and Locomotive Co. Ltd. Was established to

manufacture locomotives and other engineering products.
 1948 Steam road roller introduced in collaboration with Marshall Sons(UK).
 1954 Collaboration with Daimler Benz AG, West Germany, for manufacture of
medium commercial vehicles. The first vehicle rolled outwithin 6 months of the
contract.
 1959 Research and Development Centre set up at Jamshedpur.
 1961 Exports begin with the first truck being shipped to Ceylon, now Sri
Lanka.
 1966 Setting up of the Engineering Research Centre at Pune to provideimpetus to
automobile Research and Development.
 1971 Introduction of DI engines.
 1977 First commercial vehicle manufactured in Pune.
 1983 Manufacture of Heavy Commercial Vehicle commences.
 1985 First hydraulic excavator produced with Hitachi collaboration.
 1986 Production of first light commercial vehicle, Tata 407, indigenouslydesigned,
followed by Tata 608.
 1989 Introduction of the Tata mobile 206 – 3rd LCV model.
 1991 Launch of the 1st indigenous passenger car Tata Sierra. TAC 20crane
produced. One millionth vehicle rolled out.
 1992 Launch of the Tata Estate.
 1993 Joint venture agreement signed with Cummins Engine Co. Inc. forthe
manufacture of high horsepower and emission friendly diesel engines.
 1994 Launch of Tata Sumo – the multi utility vehicle. Launch of LPT 709
– a full forward control, light commercial vehicle. Joint venture agreementsigned with
M/s Daimler – Benz / Mercedes – Benz for manufacture of Mercedes Benz passenger
cars in India. Joint venture agreement signed with Tata mobiles Ltd., UK for
manufacturing turbochargers to be used onCummins engines.
 1995 Mercedes Benz car E220 launched.
 1996 Tata Sumo deluxe launched.
 1997 Tata Sierra Turbo launched. 100,000th Tata Sumo rolled out.
 1998 Tata Safari – India's first sports utility vehicle launched. 2 millionvehicle
rolled out. Indica, India's first fully indigenous passenger car
launched.
 1999 115,000 bookings for Indica registered against full payment within a
week. Commercial production of Indica commences in full swing.
 2000 First consignment of 160 Indicas shipped to Malta. Indica with Bharat Stage 2
(Euro II) compliant diesel engine launched. Utility vehicleswith Bharat 2 (Euro II)
compliant engine launched. Indica 2000 (Euro II)

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 with multi point fuel injection petrol engine launched. Launch of CNGbuses. Launch of
1109 vehicle – Intermediate commercial vehicle.
 2001 Indica V2 launched – 2nd generation Indica. 100,000th Indica
wheeled out. Launch of CNG Indica. Launch of the Tata Safari EX Indica V2 becomes
India's number one car in its segment. Exits joint venture withDaimler Chrysler.
 2002 Unveiling of the Tata Sedan at Auto Expo 2002. Petrol version of Indica V2
launched. Launch of the EX series in Commercial vehicles. Launch of the Tata 207
DI. 2,00,000th Indica rolled out. 5,00,000th passenger vehicle rolled out. Launch of
the Tata Sumo'+' Series Launch ofthe Tata Indigo. Tata Engineering signed a product
agreement with MG Rover of the UK.
 2003 Launch of the Tata Safari Limited Edition. The Tata Indigo Station
Wagon unveiled at the Geneva Motor Show. On 29th July, J. R. D. Tata'sbirth
anniversary, Tata Engineering becomes Tata Motors Limited. 3 millionth vehicle
produced. First CityRover rolled out 135 PS Tata SafariEXi Petrol launched Tata SFC
407 EX Turbo launched
 2004 Tata Motors unveils new product range at Auto Expo '04. New Tata Indica V2
launched Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign investment
agreement Indigo Advent unveiled at Geneva Motor Show Tata Motors completes
acquisition of Daewoo Commercial Vehicle Company Tata LPT 909 EX launched Tata
Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the heavy duty truck 'NOVUS'
, in Korea SumoVicta launched Indigo Marina launched Tata Motors lists on the
NYSE
 2005 Tata Motors rolls out the 500,000th Passenger Car from its Car Plant Facility in
Pune The Tata X over unveiled at the 75th Geneva Motor ShowBranded buses and
coaches – Star bus and Globus – launched Tata Motorsacquires 21% stake in Hispano
Carrocera SA, Spanish bus manufacturing Company Tata Ace, India's first mini truck
launched Tata Motors wins JRD QV award for business excellence. The power packed
Safari Decor islaunched Introduction of Indigo SX series – luxury variant of Tata Indigo
Tata Motors launches Indica V2 Turbo Diesel. One millionth passenger carproduced
and sold Inauguration of new factory at Jamshedpur for Novus Tata TL 4X4, India's
first Sports

Utility Truck (SUT) is launched Launch of Tata Novus Launch of Novusrange of

medium trucks in Korea, by Tata Daewoo Commercial Vehicle Co. (TDCV)

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 2006 Tata Motors vehicle sales in India cross four million mark Tata Motors unveils
new long wheel base premium Indigo & X–over concept atAuto Expo 2006 Indica V2
Xeta launched Passenger Vehicle sales in Indiacross one–million mark Tata Motors
and Marco polo, Brazil, announce joint venture to manufacture fully built buses &
coaches for India & markets abroad Tata Motors first plant for small car to come up in
West Bengal Tata Motors extends CNG options on its hatchback and estate range
TDCV develops South Korea's first LNG–Powered Tractor– TrailerTata Motors and
Fiat Group announce three additional cooperation agreements Tata Motors introduces
a new Indigo range
 2007 Construction of Small Car plant at Singur, West Bengal, begins on January 21
New 2007 Indica V2 range is launched Tata Motors launches the long wheel base
Indigo XL, India's first stretch limousine Common raildiesel (DICOR) engine
extended to Indigo sedan and estate range Tata Motors and Thonburi Automotive
Assembly Plant Co. (Thonburi), announce formation of a joint venture company in
Thailand to manufacture, assemble and market pickup trucks. Roll out of 100,000th
Ace Tata–Fiat plant at Ranjangaon inaugurated Launch of a new Upgradedrange of its
entry level utility vehicle offering, the Tata Spacio. CRM– DMS initiative crosses the
1000th location milestone Launch of Magic, a comfortable, safe, four–wheeler public
transportation mode, developed onthe Ace platform Launch of Winger, India‟s only
maxi–van Fiat Group and Tata Motors announce establishment of Joint Venture in India
Launch of the Sumo Victa Turbo DI, the new upgraded range of its entry–level utility
vehicle, the Sumo Spacio Tata Motors launches Indica V2 Turbo with dualairbags and
ABS Launch of new Safari DICOR 2.2 VTT range, powered by a new 2.2 LDirect
Injection Common Rail (DICOR) engine. Rollout ofthe one millionth passenger car off
the Indica platform.
 2008 Ace plant at Pantnagar (Uttarakhand) begins production. Indica Vista
– the new generation Indica , is launched. Tata Motors' new plant for Nanoto come up in
Gujarat. Latest common rail diesel offering– the Indica V2 DICOR, launched. Indigo CS
(Compact Sedan), world‟s first sub four– metre sedan, launched. Launch of the new
Sumo –– Sumo Grande, which combines the looks of an SUV with the comforts of a
family car. Tata Motors unveils its People's Car, Nano, at the ninth Auto Expo. Xenon,
1– tonne pick–up truck, launched in Thailand. Tata Motors signs definitive agreement
with Ford Motor Company to purchase Jaguar and Land Rover.Tata Motors completes
acquisition of Jaguar Land Rover. Tata Motors introduces new Super Milo range of
buses. Tata Motors is Official Vehicle Provider to Youth Baton Relay for The III
Commonwealth Youth Games Pune 2008. Indica Vista – the second generation Indica,
is launched. Tata Motors launches passenger cars and the new pick–up in D.R. Congo.

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  2009 Tata Marco polo Motors' Dharwad plant begins production. Tata Motors
launches Nano – The People's Car Introduction of new world standard truck
range. Launch of premium luxury vehicles – Jaguar XF, XFR and XKR and Land
Rover Discovery 3, Range Rover Sport and Range Rover from Jaguar and Land
Rover in India.
 2010: Tata Ace becomes India's first 1–lakh brand in goods commercial vehicles.
Jaguar Land Rover announces opening of its Dealership in NewDelhi. Tata Motors to
construct heavy truck plant in Myanmar under Government of India's Line of Credit.
The company‟s Passenger Car Division launches „Tata Motors Service Edge' for
leading edge customer service.
 2011: Tata Motors unveils Assembly Plant in South Africa. Jaguar Land Rover
inaugurates new vehicle assembly plant in Pune India. Jaguar celebrates 50 years of
iconic E–Type. Jaguar c–x75 scoops Louis Vuittonaward in Paris. Tata Pixel, new
city car concept for Europe, displayed at the 81st Geneva Motor Show. Tata Motors
displays Tata Nano EV at the 80th Geneva Motor Show.
 2012: Tata Motors enters Bangladesh‟s new car market
Tata Ace races through the one–million mark in just 2,680 daysTata Safari
Storme, the Real SUV, hits the road
Launch of PT Tata Motors Indonesia
Tata Motors plant at Dharwad comes on stream
Tata Motors enters into distribution agreement in MyanmarLaunch of Tata
Ace in SouthAfrica

 2013 : Tata Nano becomes the first Auto Brand in India to cross 3 millionfans on
Facebook. The Tata Indigo eCS enters Limca Book of Records

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 1.7 MARKETING
Np Motors in Malakapur Karad has a wide range of products and / or services to cater to the varied
requirements of their customers. The staff at this establishment are courteous and prompt at providing any
assistance. They readily answer any queries or questions that you may have. Pay for the product or service
with ease by using any of the available modes of payment, such as Cash, Debit Cards, Credit Card, Paytm.

1.8 CUSTOMER

A customer is usually used to refer to a current potential buyer or user of the products of an
individual organization, called the supplier, seller or vendor. This is typically through
purchasing renting goods or services. However, in certain contexts, the term 'customer' also
includes by extension any entity that Uses or experiences the service of another.

A customer may also be a viewer of the product or service that is being solddespite
deciding not to buy them. The general distinction between a customer and client is that a
customer purchases product whereas a client purchase service.

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 Types of customer

Customers can be of following types:

1. Loyal Customers- These types of customers are less in numbers but promote more sales
and profit as compared to other customers as these are the ones which are completely
satisfied. These customers revisit the organization over times hence it is crucial to interact
and keep in touch with them on a regular basis and invest much time and effort with them.
Loyal customers want individual attention and that demands polite and respectful responses
from supplier.

2. Discount Customers- Discount customers are also frequent visitors but theyare only a part
of business when offered with discounts on regular productsand brands or they buy only
low cost products. More is the discount the more they tend towards buying. These
customers are mostly related to small
industries or the industries that focus on low or marginal investments onproducts. Focus
on these types of customers is also important as they alsopromote distinguished part of
profit into business.

3. Impulsive Customers- These customers are difficult to convince as they want to do the
business in urge or caprice. They don‟t have any specific item into their product list but urge
to buy what they find good and productive at that point of time. Handling these customers is
a challenge as they are not particularly looking for a product and want the supplier to
display all the useful products they have in their tally in front of them so that they can buy
what they like from that display. If impulsive customers are treated accordingly then there
is high probability that these customers could be a responsible for high percentage of selling.
4. Need Based Customers- These customers are product specific and only tend to buy items
only to which they are habitual or have a specific need for them. These are frequent
customers but do not become a part of buying most of thetimes so it is difficult to satisfy
them. These customers should be handled positively by showing them ways and reasons to
switch to other similar products and brands and initiating them to buy these. These
customers couldpossibly be lost if not tackled efficiently with positive interaction.

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5. Impulsive Customers- These customers are difficult to convince as they want to do the
business in urge or caprice. They don‟t have any specific item into their product list but urge
to buy what they find good and productive at that point of time. Handling these customers is
a challenge as they are not particularly looking for a product and want the supplier to
display all the useful products they have in their tally in front of them so that they can buy
what they like from that display. If impulsive customers are treated accordingly then there
is high probability that these customers could be a responsible for high percentage of selling.
6. Need Based Customers- These customers are product specific and only tend to buy items
only to which they are habitual or have a specific need for them. These are frequent
customers but do not become a part of buying most of thetimes so it is difficult to satisfy
them. These customers should be handled positively by showing them ways and reasons to
switch to other similar products and brands and initiating them to buy these. These
customers couldpossibly be lost if not tackled efficiently with positive interaction.

7. Wandering Customers- These are the least profitable customers as sometimes they
themselves are not sure what to buy. These customers are normally new in industry and
most of the times visit suppliers only for confirming their needs on products. They
investigate features of most prominent products in the market but do not buy any of those or
show least interest in buying. To grab such customers they should be properly informed
about the various positive features of the products so that they develop a sense of interest.

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1.9 MEANING OF CUSTOMER SATISFICATION

Customer satisfaction is 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 part of the four prospective of balanced score card.

In a competitive market place were businesses compete for customers, customer satisfaction
is seen as a key differentiator and increasingly has become a key element of business strategy
customer satisfaction drives successful privatesector business.

High performing businesses have developed principles and strategies for achieving customer
satisfaction. This paper presents a framework or set of ideas for using customer satisfaction
principles and strategies to improve the quality responsiveness, and possibility of public
sector privately provided services in vulnerable communities

The framework suggested that resident who live in tough neighbourhoods can be supported
through customer satisfaction strategies to become empowered individuals who informed
perspectives influence decisions about what, how, when, and where services are available to
them.

Customer satisfaction is the customer‟s response to the evaluation of the perceived

discrepancy between prior expectation and the actual performance of the product as perceived
after its consumption.

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DEFINITION

Cocotte, woodruff and Jenkins (1987) define customer satisfaction as "conceptualized as a

feeling developed from an evaluation of the experience."

HERE, the timing of satisfaction response is driving consumption.

BUT there is general agreement with Kotler (2003) that "customer satisfaction is a person's
feeling of pleasure or disappointment resulting from comparing a products perceived
performance in relation to his or her expectation." In short customer satisfaction is "The
provision of goods or services which fulfil the customer expectation in terms of quality and
service, in relation to price paid."

IMPORTANCE OF CUSTOMER SATISFACTION

It costs at least 7 times more to source a new customer than it does to retain existing ones
'satisfied' customer tells 5-7 people in a year whilst a'dissatisfied' customer will tell 14-15
people.

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  Companies can boost profits anywhere from 25% to 125% by retaining amere 5%
more of their exciting customers.

 Totally satisfied customers were 6 times more likely to use that servicesand
commend it than ' satisfied' customers.
 Customers who have a bad experience with you and do not complain are
only 37% likely to still do business with you.

 Customers who have an opportunity to complain and the complaint isachieved

are 95% likely to still do business with you.

1.10 CUSTOMER SATISFACTION MODEL

The customer satisfaction model is a micro level framework it links extended Ps(people &
performance), and reflects the impacts of the traditional Ps (product, price, place and
promotion).

WHILE conceptually simple, the frame work captures the essence of marketing:

CUSTOMER SATISFACTION MODEL

CUSTOMER MARKET
SATISFACTION SHARE PROFITS

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(a) Generate customer satisfaction by meeting, or better yet exceeding, customerrequirements
and expectation, i.e. delivering superior relative perceived value.

(b) Amass satisfied (and profitable) customer into substantial share of therelevant
served market.

(c) Leveraging the market share into high profitability via scale of economies.

FACTORS OF CUSTOMER SATISFACTION

1. Service of quality
2. reliability of service
3. knowledge of the staff
4. Being kept informed of progress
5. The way service kept its promises
6. The way the service handled any problem Friendliness of staff
7. How sympathetic staff were to your needs
8. Speed of enquiries
9. Number of time had to contact the service.

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1.11 Ways to measure Customer satisfaction

1. Direct Methods: Directly contacting customers and getting their valuablefeedback is

very important.

Following are some of the ways by which customers could be

directly tabbed:

a) Getting customer feedback through third party agencies.

b) Direct marketing, in-house call centre, complaint handling department couldbe treated as
first point of contact for getting customer feedback. These feedbacks are compiled to
analyse customers‟perception.

c) Getting customer feedback through face to face conversation or meeting.

d) Feedback through complaint or appreciation letter.
e. Direct customer feedback through surveys and questionnaires.

2. Indirect Method: The major drawback of direct methods is that it turns out to be very
costly and requires a lot of pre compiled preparations to implement. For getting the valuable
feedbacks the supplier totally depends on the customer due to which they loses options and
chances to take corrective measure at correct time. Hence there are other following indirect
methods of getting feedback regarding customer satisfaction:

a. Customer Complaints: Customer‟s complaints are the issues and problems reported by
the customer to supplier with regards to any specific product or related service. These
complaints can be classified under different segments according to the severity and
department. If the complaints under a particular segment go high in a specific period of time
then the performance of the organization is degrading in that specific area or segment. But if
the complaints

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diminish in a specific period of time then that means the organization isperforming well and
customer satisfaction level is also higher.

b. Customer Loyalty: It is necessarily required for an organization to interact and

communicate with customers on a regular basis to increase customer loyalty. In these
interactions and communications it is required to learn and determine all individual customer
needs and respond accordingly. A customer is said to be loyal if he revisits supplier on regular
basis for purchases. These loyal customers are the satisfied ones and hence they are bounded
with a relationship with the supplier. Hence by obtaining the customer loyalty index, suppliers
can indirectly measure customer satisfaction.

2.1 TITLE OF STUDY

“A study on customer satisfaction with reference to TATAMOTORS”

3. OBJECTIVE OF STUDY

The following are the objectives of the study

1. To Study and Learn about Tata car design.

2. To Study and meet the different players in sections A2.
3. To Study TATA customers satisfactions skills.

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 2.4 NEED OFTHE STUDY

TATAMOTORS ltd is a leading two wheeler manufacturing brand. Need to analyze

customer satisfaction towards brand.
Since it is a competitive market with the intervention of international brand,
thisstudy will tell you the market status of the brand.

4. SCOPE OFTHE STUDY

This study includes direct interaction with the customer and helps us to know the
“marketpotential and customer satisfaction level‟ to greater accuracy.

This study is of great importance to the company which will know about the customer
preferenceto buy a particular brand.

So scope of the study is to achieve customer satisfaction and quality maintenance is

company‟s primary objective.

The method adopted for data collection required for this research is the survey method. Thus a
questionnaire was prepared consisting of simple question and was distributed among 100
customers of TATA motors.

5. RESEARCH METHODOLOGY

Methods are usually phases, tasks, methods, techniques, and manual systems for solving problems
with specialized tools.
The approved research method is the primary and secondary data.
My database:

• Information is collected through questionnaires

Additional information is collected by the organization's website.
The sample size of the study was 100 people.

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2.7 Sampling Technique:

The sampling technique used in this research is convenience sampling. it is a statistical

method of drawing representative data by selecting people because of the ease of their
volunteering or selecting units because of their availability or ease access the advantage of
this type of sampling are the availability or easy access. The advantage of this type of
sampling are the availability and the quickness with which data can be gathered. The
disadvantage are the risk that the sample might not represent the population as a whole, and it
might be biased by volunteers. A convenience sample is simply one where the units that is in
stark contrast in the sample are the easiest to access. This is the stark contrast to probability
sampling technique where the selection of units is made randomly.

Sample size

The numbers of respondent were limited to 100 customers at TAT Amotors.

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2.8 Tools for data collection

Primary data

Primary data is the data which is collected by the research directly from his own observation
and experience. For example, if the research conducted a survey for the collected of data then
its known as primary data.

The method used for the collection of primary data is questionnaire method.

Questionnaire Method

For the purpose of the project, first-hand information was used in form of a structural
questionnaire on the bases the service, company name and other possible aspects of the
company. The questioner contained 13 questions. The respondent had to write or select the
option they felt appropriate after the questioner was designed, the fieldwork was organized.
The questioner was distributed personally. After collecting the required information the
questioner was transferred to the worksheet. A master table was prepared. The findings were
finally recorded and the data was represented graphically.

Secondary Data

Secondary data is data collected by someone other than the user. Common sources of
secondary data for social science include censuses, organizational records and data collected
through qualitative methodologies or qualitative research. Primary data, by contrast, are
collected by the investigator conducting the research. Secondary data analysis saves time that
would otherwise be spent

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collecting data and, particularly in the case of quantitative data, provides larger and higher-
quality databases that would be unfeasible for any individual researcher to collect on their
own. In addition, analysts of social and economic change consider secondary data essential,
since it is impossible to conduct a new survey that can adequately capture past change and/or
developments

2.9 Reference Period

The information gathered and compiled for this research was approximately for 2 months in
June and July.

2.10 Plan ofAnalysis

Processing and analysis of data was made from responses to each question. The response was
tabulated and analysed through percentage analysis etc. the collected data has been
represented in form on tables and charts.

2.11 Limitation of study

The Major limitations of my study were:

ion with buyers means that they will only move forward at that time.

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2.12 AN OVERVIEW OFTHE CHAPTER SCHEME:

Chapter 1: Introduction:
This chapter provides a background to the topic keeping in mind the definition, scope,
objectives, needs, purpose, etc. under the study of company‟s financial performance.

Chapter 2: Research design:

This chapter provides a bird‟s eye view of the study. It contains the statement of problem,
scope of study, objectives of the study and operational definitions.

Chapter 3: Profile of the company:

This chapter gives detailed information about the company.

Chapter 4: Analysis and Interpretation:

This is where the collected data is represented in the form of tables and graphs. And an
interpretation is derived from the analysis.

Chapter 5: Summary of findings, Conclusions and Suggestions: This chapter provides a

summary on the findings and conclusions derived fromthe previous chapters. And provide
suggestions.

3.1 VISION
The story began with a simple vision – the vision of a mobile and an empowered India, powered by
its Vehicles TATA MOTORS Ltd., company‟s new identity, reflects its commitment towards
providing world class mobility solutions with renewed focus on expanding company‟s footprint in
the globalarena.

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3.2 MISSION
TATA MOTORS‟s mission is to become a global enterprise fulfilling its customers' needs
and aspirations for mobility, setting benchmarks in technology, styling and quality so that it
converts its customers into its brand advocates. The company will provide an engaging
environment for its people to perform to their true potential. It will continue its focus on value
creation and enduring relationships with its partners.

3. STRATEGY

TATA MOTORS's key strategies are to build a robust product portfolio across categories,
explore growth opportunities globally, continuously improve its operational efficiency,
aggressively expand its reach to customers, continue to invest in brand building activities and
ensure customer and shareholder delight.

4. DISTRIBUTION

The Company's growth in the four wheeler market in India is the result of an intrinsic ability
to increase reach in new geographies and growth markets. Tata Motor's extensive sales and
service network now spans over to 5000 customer touch points. These comprise a mix of
authorized dealerships, service &spare parts outlets and dealer-appointed outlets across the
country.

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5. SUPPLY CHAIN MANAGEMENT

As the Company prepares to produce a wider range of products, efforts are being taken to
align the supply chain and prime up its supplier base. During the year, the Company kick-
started the process of migrating its existing brands to the new brand. The exercise is expected
to be completed during 2012-13.

During the year, the Company also commenced the process of working with its vendors to
develop new parts. The Company‟s Supply Chain Management function is built on three
planks:

 Cost
 Quality
 Sustainability
Tracking inventory cost effectiv0ely and efficiently is known to be a key source of
competitive advantage in the automobile industry. Hence, it comes as no surprise that cost
leadership is the Company‟s prime focus area. Continual pressure on margins forced the
Company and its supply chain partners to find innovative and alternate ways to combat
inflation. Considerable attention was given to managing component inventory in the system,
with double-digit growth in inventory turnover. To align HR processes with the supply chain,
top two HR consulting firms in India are working with supply chain partners. The exercise is
aimed at improving robustness of people processes and resulting in a direct impact on quality,
cost, productivity, delivery and reliability. The move will enable supply chain partners move
to the next orbit of operational excellence. The Company initiated more than 30 quality
improvement projects with supply chain partners to provide better quality products to
customers.

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3.10 BRAND

The new TATA is rising and is poised to shine on the global arena. Company's new identity
"Tata Motors." is truly reflective of its vision to strengthen focus on mobility and technology
and creating global footprint. Building and promoting new brand identity will be central to all
its initiatives, utilizing every opportunity and leveraging its strong presence across sports,
entertainment and ground- level activation.

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3.13 ORGANISATIONALCHART OFTATAMOTORS.

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Directors

Founder Director and Chairman: Dr. Brij Mohan Lal Munjal

Managing Director and CEO : Mr. Pawan Munjal .

Board of Directors

Name of the person Nature of the Office

Mr. Sunil Kant Munjal Non-Executive Director

Mr. Suman Kant Munjal Director

Mr. Paul Edgerley Non-Executive Director

Mr. Pardeep Dinodia Director

Gen.(Retd.) V. P. Malik Director

Mr. Analjit Singh Director

Dr. Pritam Singh Director

Mr. M. Damodaran Director

Mr. Ravinath Director

Dr. AnandC.Burman Director

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OPERATION RAMP-UP

With demand for vehicles recording a stupendous growth of 15% during the year under
review, the Company‟s capacities were severely strained. This prompted it to augment its
capacity at its three plants – up from 5.4 million units to 6.35 million – during the year. This
was made possible through a number of de-bottlenecking measures. For example, the
Company‟s plants were made leaner by outsourcing non-critical processes and operations.

Besides this, a number of structural changes and alterations were made in its manufacturing
strategy to effectively implement its Sales Plan for 2012-13.

Major replacements were also executed in the paint and assembly shop, ensuring little or no
shutdown along the assembly line. Apart from the above measures, several innovative
technologies were inculcated to reduce operational costs. Some examples of these are:

 Abreakthrough technology for gear rolling was implemented for mass-production

 Fine blanking, an alternate process of hobbling, was introduced for sprocketcomponents
 Advanced cam grinding was introduced to increase productivity and controlcosts
The Company continues to set new industry benchmarks in the areas of energy conservation
and sustainability. Vapour absorption machines and heat recovery units were installed during
the year to utilize waste heat from Gas DGs for air- conditioning and pre-heating of hot water
generation. Other green initiatives included projects on waste water management, LED
lighting and solar power. These cost leadership and green projects yielded considerable
savings to the Company within a short period of time

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 4.1Analysis and Interpretation

(a) Table showing the age group of the respondent

Age group No. of Respondents Percentage

20 20%
20-25 years

50 50%
25-35 years

20 20%
35-45 years

10 10%
Above 45 years

100 100%
Total

Analysis -

From the following table it can be analysed that the 20% of the respondent belong to 35-45 years
age group, 50% of the respondent belong to 25-35 years age group, 10% of the respondent
belong to above 45 years age group, 20% of the respondent belong to 20-25 years of age group.

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4.2(a) Table showing the different level of income group of therespondent.

Income group No. of Respondents Percentage

Less than 25,000 20 20%

25,000 to 50,000 35 35%

50,000 to 75,000 30 30%

More than 75,000 15 15%

Total 100 100%

35%

30%

25%

20%

15%

10%

5%

0%
25,000 to 50,000 to more than
25,000 50,000 75,000 75,000

32
Interpretation:

From the above chart we can conclude that, company is having most number of person from
income group Rs. 25,000 to 50,000 they are mostly working class people. There are less
people in above 75,000 income group.

4.3(a) Table showing the preference of the vehicle by the

respondent.

Model No. of Respondents Percentage

TATA 25 25%

MARUTI SUZUKI 30 30%

HONDA 15 15%

HYUNDAI 20 20%

MAHINDRA 10 10%

Total 100 100%

Analysis:-

From the following above table it can be analysed that the 30% of respondents are using
Maruti Suzuki , 25% of respondents using Tata, 20% use Hyundai, 15%use Honda and 10%
use Mahindra.

33
4.3(b)Factors affecting buying of customers:

Features No of people

Power steering 20

Mileage 30

Price 40

Others 10

45

40

35

30

25

20

15

10

powersteering mileage price others

Interpretation:-

From the below graph it can be concluded that 40 people are affectedbyprice of product
,30 by mileage,20 power steerin

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 4.4(Infuence of promotional media:b)

No of respondents Percentage
Particulars

20 20%
Broad casting

15 15%
Word of mouth

40 40%
Publication

25 25%
Product
administration

100 100
Total

no of respondent

25% 20%

broad casting
15% word of mouth
publication

40% product administation

Interpretation:-

From the above graph it can be concluded that most respondents has influencedby
publication of product & less people are influenced by word of mouth.

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Analysis:

From the above table it can be analyzed that, 8% of respondents has used vehicle for Less
than 1 year, 28% of respondents has used vehicle for 1-2 years, 40% of respondents has used
vehicle for 2-4 years, 24 % of respondents has used vehicle for 4 years & above.

4.5(a) Services of Tata motors:

Particulars No of respondents Percentage

Excellent 10 10%

Good 40 40%

Average 35 35%

Poor 15 15%

Total 100 100

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 no of respondent

10%
15%

excellent
40% good
35% average

Interpretation: From above chart it is clear that 40% people thinks thatservices
provided by tata motors is good ,35% as average ,15% as average and 10% as poor.

4.5(b) Customer satisfaction with price of Tata motors :

Particulars No of respondent Percentage

Highly satisfied 10 10%

Satisfied 25 25%

Neutral 50 50%

Dissatisfied 15 15%

Total 100 100

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 no of respondent
60

50

40

30
no of respondent

20

10

0
highlysatisfied satisfied neutral dissatisfied

Interpretation:-

From the above graph it can be concluded that 50% of respondents are neithersatisfied nor
dissatisfied and few people are highly satisfied.

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4.6(a) Number of respondent satisfy with Fuel consumption

Particulars No. of Respondents Percentage

10 10%
Extremely satisfied

Satisfied 28 28%

40 40%
Neutral

22 22%
Dissatisfied

Total 100 100%

40%

35%

30%

25%

20%

15%

10%

5%

0%
extremely satisfied neutral dissatisfied
satisfied

Interpretation :From above graph it shows that 40% respondent has neither
satisfied nor dissatisfied with fuel consumption of Tata cars .and only 10% are
highly satisfied.

39
40
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 4.6(b) Number of respondent satisfy by safety and comfort

Particulars No of respondents Percentage

Extremely satisfied 15 15%

Satisfied 35 35%

Neutral 20 20%

Dissatisfied 30 30%

Total 100 100

40%

35%

30%

25%

20%

15%

10%

5%

0%
extremely satisfied satisfied neutral dissatisfied

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Interpretation:-

From the above graph it is inferred that, 35% of respondents satisfied with safety and
comfort of vehicle. The rest group of people .are less satisfied or dissatisfied .

4.7(a) Graph showing the recommend of vehicle to other:

particulars No. of respondents Percentage

54 54%
Yes

46 46%
No

100 100%
Total

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 no. of respondent

yes
no
46%

54%

Interpretation:-

From the above graph it is inferred that, 54% people will recommend thevehicles to others.

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4.8(a) Table showing the purpose of buying the vehicle.

Particulars Percentage
No. of Respondents

Official 40 40%

Household 28 28%

Business 10 10%

Any other 22 22%

Total 100 100%

Purpose of Purchase

40

35

30

25

40
20

15 28
22
10
10
5

0
Official Household Business Anyother

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Interpretation:-

From the above graph it can be seen that nature of purchase of vehicle by the respondent are
mainly for the official purpose. And the remaining use it for other purpose.

4.9(a) Table showing the factor influencing the brand.

Particulars No. of Respondents Percentage

Brand Value 40%

40

16 16%
Design

32 32%
Publicity

12 12%
Scheme

100 100%
Total

Analysis
From the above table it can be analyzedthat, 40% of respondents bought for brand value, 16%
of respondents bought for design, 32 % of respondents bought for publicity and 12% of
respondents bought for scheme.

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From the above table it can be analyzedthat, 40% of respondents bought for brand value, 16%
of respondents bought for design, 32 % of respondents bought for publicity and 12% of
respondents bought for scheme.

4.9(b) Graph showing the factor influencing the brand.

Purchase

40

35

30

25
40
20
32
15

10 16
12
5

0
Brand Value Design Publicity Scheme

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Interpretation:-

From the following graph we can conclude that, people mostly go for brand value then
publicity followed by design and scheme. People mostly see the image of the company in the
market then buy the product.

4.10(a) Table showing the level of satisfaction of respondent.

Level No. of Respondents Percentage

Highly Satisfied 40 40%

44 44%
Satisfied

Dissatisfied 12 12%

4 4%
Highly Dissatisfied

100 100%
Total

Analysis

From the above table it is seen that, 40% of respondents fall under Highly Satisfied, 44% of
respondents fall under Satisfied, 12% of respondents fall under dissatisfied and 4% of
respondents fall under Highly Dissatisfied

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4.10(b) Graph showing the level of satisfaction of
respondent.

Satisfaction level

45
40

35

30

25 44
40
20

15
10
12
5
4
0
Highly Satisfied Satisfied Dissatisfied Highly Dissatisfied

Interpretation:-

From the above graph it can be conclude that maximum percentage of people are satisfied so
the company is able to achieve its goal and the main motive of customer satisfaction. It is also
able to deliver good products to market.The reaming customer should also be kept in mind
and taken care of.

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FINDINGS OF THE STUDY

FINDINGS :-

after selling from Tata Motors.

customers here to increase traffic as

well as work with parks. Customers also said they enjoyed driving.

experience, and employees do not know the

product.

Customers said I did not like the job offered

by TATA Motors.

effectiveness of sales.

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 5.2 SUGGESTION & RECOMMENDATION

After meeting the customer and talking to them about the live tips and their service and
knowing their requirements the following recommendation is being developed.

1. Target customer
The main target new customer should be seen as an opportunity to the company. We should
help more and more customer to buy our product, and make them fill them fill that the buying
our product is not an expenditure it‟s an investment for the long term which will give you
good retune in future. Being the maintenance and other USP of the product. And also giving
the exchange offers and easy finance offer that will help them to buy vehicle from you.

2. Customer satisfaction
For the small crowd of people who are not satisfied with the company they should be
approached back and their problem should be solved. For the people who are on average level
then continues customer service should be done for them to make them satisfied. Over all for
each and every customer there should be no delay done for any complains and their
requirements.

3. Service

Due to more fluctuation of market the analysis of tips should be asked to generate more
accurate and perfect tips to be sending and while sending delayedshould not be done in it.

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5.3 CONCLUSION

Research above shows the customer satisfaction of Tata motors through live tips and the
questioner. In regards to their various service and customer service. Also the overall
rating of the company and how it stands beyond of theircompetitor.

The study shows that the 70% - 80% of the customer are satisfied with the kind of service and
customer relationship is done with them by live tips. The new customer also fined the
company different from other company which is a positive point for them. To fulfill the
customer requirement in time should be seen.

Over all the company present customer satisfaction level are on satisfied with a small number
of people of people not satisfied, which should be taken care of.

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 BIBLIOGRAPHY

Reference

Website

www.tatamotors.com

www.google.com

www.businessdictoinery.com

Books

Marketing management, Philip kotler 12th edition Fundamental of marketing

management, T.S Devaraja

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 Questionnaire on customer Satisfaction of TATAMotors

1. Age:
a) 20-25 yrs b)25-35 yrs
c) 35-45 yrs d) above 45 yrs

2. Income (P.M) -

a) Less than 25,000 c) 25,000 to 50,000

b) 50, 000 to 75,000 d)More than 75,000

3. Which company vehicle do you prefer?

A. Tata
B. Maruti Suzuki
C]Honda D.Hyundia
E.Mahindra

4. which factor from following effect your

buying?
a. power steering
b. mileage
c. price
d. Others

5. What is the reason to prefer Tata motors

vehicle?

a. good facilities
b. quality
c. price
d. good design

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 6,How you will rate services of Tata motors ?

a. excellent
b. good
c. average
d. poor

7. Are you satisfied, with price of Tata motors ?

a. highly satisfied
b. satisfied
c. neutal
d. dissatisfy

8. Are you satisfied, with the fuel consumptionof

vehicle?
a. highly satisfy
b. satisfied
c. neutal
d. dissatisfied

10. Are you satisfy by safety and comfort ?

a. Extremly satisfied
b. satisfied
c. neutral
d. dissatisfied

10. Would you recommend of TATAvehicles toothers?

A]Yes
B]No

11. For what purpose you buy Tata Vehicle?

a. official
b. Household
c. Business
d. Any other

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12. Why did you purchased the vehicle?

a. Brand value
b. Design
c. Publicity
d. Scheme

13. Which satisfaction level you fall under?

a. Highly Satisfied
b. Satisfied
c. Dissatisfied
d. Highly Dissatisfied

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