A STUDY ON CUSTOMER SATISFACTION TOWARDS TVS APACHE AT SUNDARAM MOTOR AGENCIES, HYD

Under The Esteemed Guidance Of Prof.M.SRINIVASA REDDY garu Submitted By V.ANJI NAIK Regd.No:1981163047

INTRODUCTION:
Satisfaction is the persons feelings of pleasure or disappointment that result from a products perceived performance to his or her expectation. If the performance falls short of expectation the customers dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds the expectations the customer is delighted.

INDUSTRY PROFILE :
The Indian automobile industry consists of five segments: commercial vehicles, multi-utility vehicles & passenger cars; two-wheelers; threewheelers and tractors. The industry (excluding tractors) marked a growth of19% over the corresponding pervious. The two-wheeler sales have witnessed a spectacular growth trend since the mid nineties. Competitors: The Indian two-wheeler industry is highly concentrated, with three players-Hero Honda Motors Ltd., (HHML), Bajaj Auto Ltd., (Bajaj Auto) .

COMPANY PROFILE :
The TVS Group is One of the top 10 business houses in India. The groups flagship company TVS auto is ranked as the worlds fourth largest two and three wheeler manufacturer and the TVS brand is well known in over a dozen countries in Europe , Latin America, the US and Asia.

Department of Management Studies, S.V.University, Tirupati

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NEED FOR THE STUDY :

In order to sustain its position on the market against the expected stuff competitors, the company has to know its customer perception and satisfaction levels. In order to take appropriate action.
The study has put forward the consumers as well as acceptability behaviour for the product.

OBJECTIVES OF THE STUDY :.

To know customers expectations towards TVS Apache bikes. To study the factors influencing the purchase of the Hero Honda. To find out the gaps if any and give suggestions.

RESEARCH METHODOLOGY:
Research design Research Approach Research Instrument Sample size Sample Technique Statistical tool DATA COLLECTION: Primary Data the customers. : The primary data is collected through questionnaires from : Descriptive Research : Direct Approach : Questionnaire : 120 : Convenience Sampling technique : CHI-Square Test

Secondary Data : The secondary data is collected from the books, journals and internet.

LIMITATIONS OF THE STUDY

The sample size was restricted to 120 due to the time constraint. This study has been restricted to secundrabad only. The sample size is located in a comfortable geographic location. So, the performance differs from one geographic location to another.

Department of Management Studies, S.V.University, Tirupati

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FINDINGS:
59% of the respondents said that they came to know about Apache through FRIENDS & RELATIVES. 64% of them have selected Apache because of its SHAPE and STYLE. Most (62%) of the respondents said that the PRICE of Apache is reasonable. 33% of the respondents said that the FEATURES of Apache are good. 54% of the respondents said that the PERFORMANCE of Apache is good. Most (43%) of the respondents feel that the major problem is ENGINE. 54% of the respondents feel that AFTER SALES SERVICE is satisfied. Most (48%) of the respondents said that the MAINTAINANCE COST is affordable.

SUGGESTIONS:
Some of the of the respondents felt that price of the Apache is expensive, company may take necessary measures to reduce price without compromising quality. Less than half of percentage of the customers satisfied with the after sales service provided by the company, it is good to improve after sales service to give more satisfaction of the customer. Major problem faced by the respondents is the engine of the Apache.So update the new tcchnology to avoid engine problems.

Department of Management Studies, S.V.University, Tirupati

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