DR. HARISINGH GOUR VISHWAVIDYALAYA, SAGAR (M.P.

)
(A Central University)

Topic
Measurement of Customer Satisfaction In Relation
To New Product Development For TATA MOTORS
A Project submitted to Dr. Harisingh Gour Vishwavidyalaya for Partial fulfillment
Degree of

Master of Business Administration

In the School of commerce & Management
In the Department of Business Management

Submitted by
Aman Varshney
Under the Supervision of
Prof. Dr. Ankur Randhelia
Faculty
(Department of Business Management)

Dr. Harisingh Gour Vishwavidyalaya,

Sagar 470003 M.P., India
Year : 2023 – 24 Reg No.

1
 Y23282507
Department of Management
Dr. Harisingh Gour Vishwavidyalaya, Sagar M.P., 470003

(“A” Grade University Accredited by National Assessment and Accreditation Council)

(A Central University)

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

Declaration by the Candidate

This is to certify that I, Aman Varshney have carried out the research embodied in the
present thesis as prescribed under the Master’s For the Award of Master of
Business Administration (MBA) Degree of the University.

I declare that the Project entitled “ Measurement Of Customer Satisfaction

In Relation To New Product Development For TATA MOTORS ”is my work
conducted under the supervision of Dr. Ankur Randhelia , Faculty, Department
of Business Management at Dr. Harisingh Gour Vishwavidyalaya, Sagar,
(M.P.).

I further declare to the best of my knowledge that no part of this thesis was earlier
submitted for the award of research or any other Degree from any University.

Aman Varshney

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 Signature -

ACKNOWLEDGMENT

In the name of God, the most beneficent and the most merciful, to whom all praise
belongs, who gave me the caliber, power, and patience to complete this research
work. I express my foremost and most profound sense of gratefulness to the
almighty.

I express my sincere and deep sense of gratitude to my research supervisor

Dr. Ankur Randhelia , for his kind, valuable guidance, and critical supervision
during my research. It gives me immense pleasure to thank my Research Advisory
Committee members for their constructive criticism and valuable suggestions
throughout the research period. Further, I extend my sincere thanks to Dr.
Pushpendra Kumar, Subham Dadariya & all teachers of the Department of
Commerce for their continuous support from time to time and I am incredibly
thankful to the Department of Business Management, Dr. Harisingh Gour
Vishwavidyalaya, Sagar, for their valuable support.

I am highly indebted to my parents and family members and grateful to all

my friends for their unwavering support and motivation throughout my life, I think
everyone who directly & indirectly helped me inmy research work. For those
whose names are not mentioned, I am very much thankful to the beneficiaries and
respondents for their kind cooperation during the fieldwork. I express my sincere
apologies and profound gratitude from the bottom of my heart.

Aman Varshney
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 PREFACE

The exploration into Tata Motors, encapsulated within the following chapters,
embarks on a comprehensive journey. Chapter 1 serves as the gateway, introducing
the scope and significance of the study. In Chapter 2, the historical evolution of
Tata Motors unfolds, tracing pivotal milestones and contextualizing its growth.
Chapter 3 delves into the intricacies of the company, presenting a detailed profile.
The product spectrum of Tata Motors takes center stage in Chapter 4, illuminating
the diverse offerings. A strategic lens is applied in Chapter 5 through a SWOT
analysis, laying bare the company's strengths, weaknesses, opportunities, and
threats. Chapter 6 shifts gears into a literary panorama, reviewing existing
knowledge relevant to Tata Motors. Chapter 7 articulates the objectives steering
this study towards comprehensive insights. The methodological blueprint is
unveiled in Chapter 8, delineating the research design, data analysis, and
interpretation. Findings from the exploration find a home in Chapter 9, offering a
culmination of discoveries. Guided by the revelations, Chapter 10 extends
recommendations and suggestions, fostering a roadmap for strategic
enhancements. Chapter 11 candidly acknowledges the study's limitations,
providing a transparent reflection on constraints. Finally, Chapter 12 orchestrates a
harmonious conclusion, drawing together threads of insight gleaned throughout
this scholarly voyage. This preface sets the stage for a nuanced exploration of Tata
Motors, a tapestry woven with historical threads, contemporary analysis, and
prospective visions.

I have undertaken commercial department to study about the various activities

“Meassurement Of Customer Satisfaction In Relation To New Product
Development For TATA MOTORS”. In this report I have put my finest efforts to

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compile the data with utmost accuracy and hope this report will give complete
satisfaction regarding the various aspects of Marketing.

CERTIFICATE FROM THE PROJECT GUIDE

This is to certify that the Project Report titled “Customer Satisfaction On Tata
Motors” Manufactures is a bonafide work of Aman Varshney enrolment number
Y23282507 undertaken for the partial fulfillment of Masters in Business
Administration (MBA) degree of Dr Hari Sing Gour University under my
guidance. This project work is original and has not been submitted earlier for the
award of any degree or diploma of any other University or Institution.

Signature of Supervisor Signature of Course Coordinator

…............. …………….

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 Signature of Head of the Department

………….

EXECUTIVE SUMMARY : TATA MOTORS

Tata Motors, the Tata Group's flagship firm, is a worldwide famous

automobile manufacturer with a rich history that began in 1945. The
corporation is headquartered in Mumbai, India, and engages in a variety of
automotive categories, including automobiles, utility vehicles, buses, trucks,
and defense vehicles.

Tata Motors has a strong presence in overseas markets including Europe,

Africa, the Middle East, Southeast Asia, and South America. The firm is
well-known for its devotion to innovation, quality, and sustainability. It has
received recognition for offering economical and ecologically friendly
transportation options, such as the Tata Nano, which was formerly
considered the world's cheapest automobile.

In step with worldwide trends, Tata Motors has been actively developing
electric and alternative fuel-powered cars, demonstrating its commitment to
sustainable and environmentally friendly transportation solutions. The
company's diversified range meets the changing demands of a large
customer base, ranging from individual customers to commercial companies.

Beyond its economic success, Tata Motors stresses corporate social

responsibility, supporting efforts in education, healthcare, and community
development. Tata Motors' forward-thinking attitude, together with strategic
investments and collaborations, positions it as a dynamic leader in the

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 rapidly changing automotive industry, devoted to defining the future of
mobility.

TABLE OF CONTENTS
 Declaration by the candidate
 Acknowledgment
 Preface
 Certificate The Project Guide
 Executive Summary

Chapter 1. Introduction

Chapter 2. History

Chapter 3. Company Profile

Chapter 4. Products Of Tata Motors

Chapter 5. SWOT Analysis

Chapter 6. Literature Review

Chapter 7. Objectives of the study

Chapter 8. Research Methodology

8.1 Data Analysis and Interpretation

Chapter 9. Findings

Chapter 10. Recommendations & Suggestions

Chapter 11. Limitations

Chapter-12. Conclusion

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Chapter 13. Annexure

13.1 Bibliography

13.2 Questionnaire

Chapter - 1

INTRODUCTION

Tata Motors, the Tata Group's main firm, is a world-class vehicle

manufacturer with a 70-year history. Established in 1945, the firm has grown
into a major participant in the automobile industry, known for its dedication
to innovation, quality, and sustainability.

Tata Motors is headquartered in Mumbai, India, and engages in a variety of

automotive categories, manufacturing a varied portfolio of vehicles such as
automobiles, utility vehicles, buses, trucks, and defense vehicles. The
company's worldwide influence extends beyond India, including markets in
Europe, Africa, the Middle East, Southeast Asia, and South America.

Tata Motors has received international accolades for its pioneering efforts to
offer economical and environmentally friendly transportation options.
Notably, the release of the Tata Nano, which was advertised as the world's
cheapest automobile at the time, demonstrated the company's commitment to
making mobility more accessible to a wider audience.

In addition to its economic success, Tata Motors values corporate social

responsibility and actively participates in projects that promote education,

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healthcare, and community development. The company's commitment to
sustainability is obvious in its efforts to promote electric and alternative
fuel-powered vehicles, which coincide with worldwide trends in ecologically
responsible mobility.

CHAPTER – 2

HISTORY
TATA MOTORS was founded in 1945, as a locomotive manufacturer. Tata
Group entered the commercial vehicle sector in 1954 after forming a joint
venture with Daimler-Benz of Germany.

TATA MOTORS entered the passenger vehicle market in 1991 by launching

the Tata Sierra, a sport utility vehicle based on the Tata mobile platform.

Tata subsequently e launched the Tata estate (1992; a station wagon design
based on the earlier Tata mobile), the Tata Sumo (1994, a 5- door SUV and
the TATA SAFARI (1998).

Tata launched the INDICA in 1998, a fully indigenous Indian passenger car
tailormade to suit Indian consumers needs though styled by I.D.E.A, Italy.

In 2004, TATA MOTORS acquired Daewoo's South-Korea based truck

manufacturing unit, DAEWOO commercial vehicles company, later
renamed TATA DAEWOO.

In 2010, TATA MOTORS acquired an 80% stake in the Italian design and
Engineering Company Trilix for €1.85 million. In 2012, TATA MOTORS
announced it would invest around rupees 6 billion in the development of
futuristic infantry combat vehicles in collaboration with DRDO.

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 In 2013, TATA MOTORS announced it will sell in India, the first vehicle in
the world to run on compressed air and dubbed “Mini CAT”. IN 2014,
TATA MOTORS introduced first truck racing championship in India “T1
Prima Truck Racing Championship”.

On 2nd November 2015, TATA MOTORS announced Lionel Messi as

global brand ambassador at New Delhi, to promote and endorse passenger
vehicles globally.

On 8th march 2017, TATA MOTORS announced that it has signed a

memorandum of understanding with Volkswagen to develop vehicles for
India’s domestic market.

On 24th March 2020, TATA MOTORS Limited announced that it would

spin off its passenger vehicles arm as a separate unit within the company.

On 5th March 2021, TATA MOTORS holders approved hiving off its
passenger vehicles business into a separate entity.

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 CHAPTER – 3

COMPANY PROFILE

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 CHAPTER -4

AUTOMOBILE PRODUCTS OF TATA MOTORS

Products include :

➢ Passenger Vehicles :

TATA ALTROZ.

TATA SAFARI

TATA NEXON.

TATA NANO

TATA TIAGO

➢ Commercial Vehicles :

TATA SIGNA 5525.S

TATA 1512 LPT

Passengers vehicles :
TATA ALTROZ :

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 The Tata Altroz has 1 diesel engine and 1 petrol engine on offer. The diesel engine
is 1497 cc while the petrol engine is 1199 cc. It is available with the manual
transmission. The altroz is a 5 seater and has a length of 3990 mm width of 1755
mm and a wheelbase of 2501 mm.

TATA SAFARI :

The Tata Safari is a mid-size SUV produced by the Indian automobile

manufacturer Tata Motors since 1998. The first generation Safari has been
designed as a 7 seater SUV with a foldable third row, roomy interior; on the
market it has positioned itself as an alternative from the competitive prices to other
brands off-road vehicles. The Safari nameplate was reintroduced in 2021. Unlike
the previous Safari the second generation Safari is a front wheel drive monocoque
crossover SUV sharing its underpinnings with the Tata harrier the Safari.

TATA NEXON :

The Tata Nexon has 1 Diesel Engine and 1 Petrol Engine on offer. The Diesel
engine is 1497 cc while the petrol engine is 1199 cc. It is available with the Manual
and Automatic transmission. The Nexon is a fiveseater and has length of 3993 mm,
width of 1811 mm and a wheelbase of 2498 mm.

TATA TIAGO :

The 1.2-liter Revotron petrol engine and the 1.05-liter Revotorq diesel engine of
the small hatchback Tata Tiago provide lively performance. With its length, it is
about 3,746 mm long. The Tiago boasts a roomy cabin, sophisticated safety
features including dual airbags and ABS with EBD, and elegant design elements.
With a 7-inch touchscreen infotainment system, it provides smartphone integration

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and communication possibilities. The Tiago is a well-liked option in the
subcompact car class because of its reputation for fuel economy and its ability to
deliver a comfortable and cost-effective driving experience.

TATA NANO :

The Tata Nano, introduced in 2008, is a little city vehicle meant to be

affordable. It has a rear-engine, rear-wheel-drive configuration and is
powered by a 0.6L 2-cylinder engine in the back. The car's tiny size (3.1m
long) makes it ideal for urban driving. With a basic design, it sought to be
the world's most cheap automobile when it was released. However,
manufacturing was discontinued in 2018 because to low sales

Commercial Vehicles :

TATA SIGNA 5525.S:

Tata Motors one of the leading commercial vehicle manufacturer in the

country, has launched its flagship signa 5525.S prime mover for heavy duty
haulage application. At 55 tonnes, the truck has the highest gross
combination weight rating for a 4x2 prime mover in India the heavy-duty
commercial vehicle is available in multiple configurations.

TATA 1512 LPT:

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 TATA Motors commercial vehicles has introduced this new Tata 1512 LPT
based on four cylinders engine platform to cater to rated load applications
this new Tata truck gets powered by new 3.3 LNG and BS engine that
produces 125 HP of power and 390 nm of torque and comes with a standard
clutch booster for comfortable drives.

CHAPTER – 5

SWOT ANALYSIS
SWOT ANALYSIS is a strategic planning method used to evaluate the Strengths,
Weakness, Opportunities and Threats involved in a project or in a business
venture. It involves specifying the objective of the business venture or project and
identifying the internal and external factors that are favorable and unfavorable to
achieve that objective.

STRENGTHS :

 Market leader in commercial vehicles segment and among the top in

passenger vehicles segment.
 Increasing profitability from international cells sense Jaguar and Land
Rover acquisition. Increased expenditure on R and D (Revotron 1.2T engine
a case in point).

WEAKNESS :

 Limited coverage of the rural market.

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  Slow reaction to market sentiment.
 Perception problem among a new car buyers as it is famous in taxi and car
rental space.
 Fewer upgrades available of existing models.
 Product development - fewer models released over the last few years as
compared to its competitors.

OPPORTUNITIES:

 Rising per capita income of the middle class which will boost the demand.
 Customizing product offerings for the rural markets.
 Mergers and acquisitions to acquire new technology.
 Demand for electric cars will increase as people adopt eco friendly
techniques.

THREATS :

 Increasing cost of fuel. Intense competition in the automobile sector.

 Frugal engineering and disruptive innovation in product design by
competitors.
 Increase in raw material costs. Increase in interest rates leading to differed
purchase.

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 CHAPTER - 6

LITERATURE REVIEW
This paper provides a thorough overview of research concerning customer
satisfaction in the automobile industry, highlighting key factors like product
quality, brand image, price, and service experience. While it doesn't directly
address Tata Motors, it gives you a strong foundation to understand the broader
context.(Mason, 2008). This study focuses on the Indian market and identifies
factors like fuel efficiency, reliability, price, and after-sales service as significant
influencers of customer satisfaction. It offers valuable insights applicable to Tata
Motors' performance in India. (Sharma, 2015). This review looks at customer
satisfaction with electric vehicles (EVs) globally. While Tata Motors is
increasingly venturing into EVs, referencing this research can help you understand
customer expectations and satisfaction drivers in this emerging segment. (Jessica
Heinen, 2021). This study examines customer satisfaction and loyalty towards
Tata cars in India, identifying factors like reliability, value for money, and service
experience as crucial influencers. It provides specific insights into Tata Motors'
customer perception in India. (Saxena, 2017). This research compares customer
satisfaction between Maruti Suzuki and Tata Motors in India, highlighting areas

17
where Tata Motors needs improvement to compete effectively. It can be helpful for
benchmarking and identifying potential areas of focus. (Banerjee, 2018)This study
analyzes customer reviews of the Tata Tiago on social media platforms like
Twitter and Facebook. It can help you understand customer sentiment and pain
points regarding specific models. (Praveen Patil, 2020).

CHAPTER – 7

OBJECTIVE OF THE STUDY

Primary Objective :

 To know how consumer satisfaction helps in development of new products.

Secondary Objectives :

 To study and analyse the promotional strategies of TATA MOTORS.

 To find the satisfaction level of the customer regarding the service provided.
 To find out any drawbacks in the service delivery.
 To determine the performance of the company.
 To mark suggestions for promotional measures to increase the customer
satisfaction.

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 CHAPTER - 8

RESEARCH METHODOLOGY
The research will be done through survey method. The collection of data will be
done through questionnaire, interview and related websites The sample size taken
for this research is 30 customers. The area of this survey consist of SAGAR city
The collection of data will be done with the help of a structured questionnaire. The
designing of questionnaire needs precision and classification of the subject, so that
the respondents can easily understand the question and can answer it sincerely and
correctly.

Sources of Data Primary data:-

Primary data consists of original information for the specific purpose at hand. It is
first hand information for the direct users of respondents. The tools used to collect
the data may vary and can be collected through various methods like questionnaire,
personal interview.

Secondary data:- Secondary data is the data which is already been collected and
assembled. This data is available with the companies or firms and it can be
collected from newspapers, periodicals, magazines, websites etc.

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Research Type:

1. Descriptive Research – Descriptive research has been conducted as the

primary data was studied and analyzed according to the need of the study.
2. . Data Collection Method : The method of data collection is questionnaire
method.
3. Sample unit : Each respondent was considered as a single unit in the survey.
4. Sample Size : The sample was done taking 30 units.

5. Collection Of Data : Mostly, the information which has been collected is

primary in nature. Some secondary data have also been extracted from the
various websites, published journals, magazines, and newspapers.

8.1 DATA ANALYSIS AND INTERPRETATION

For this study a structural questionnaire is prepared and Data is analysed as
follows :

Analysis :

Q.1

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Interpretation

This analysis shows that 48.4% respondents believes that Tata Motors’
Aesthetic and Design is Good and 41.9% believes that it is Excellent and
9.7% believes that it is Fair.

Q.2

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Interpretation

This analysis shows about customer satisfaction on Tata Motors’ overall

performance , 41.9% respondents feel Satisfied, 16.1% respondents are
Neutral about that and 41.9% respondents are Very Satisfied about that.

Q.3

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 Interpretation

This analysis shows that 38.7% respondents believes that Tata Motors are
Reliable , 16.1% believes that it is Neutrals and 45.2% believes that it is extremely
Reliable.

Q.4

Interpretation

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This analysis shows that 25.8% respondents believes that Tata Motors are Fuel
Efficient , 38.7% respondents believes that it is Neutral and 35.5% respondents are
Very Fuel Efficient.

Q.5

Interpretation

This analysis shows about customer satisfaction on Tata Motors’ Safety

Features , 29.9% respondents feel Satisfied, 16.1% respondents are Neutral
about that and 54.8% respondents are Very Satisfied about that.

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 Q.6

Interpretation

This analysis shows about customer satisfaction on Tata Motors’ Customer

Service , 35.5% respondents feel Satisfied, 22.2% respondents are Neutral
about that and 41.9% respondents are Very Satisfied about that.

Q.7

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Interpretation

This analysis shows about customer satisfaction on Tata Motors’ Condition

on Challenging Road , 36.7% respondents feel Satisfied, 26.7% respondents
are Neutral about that and 36.7% respondents are Very Satisfied about that.

Q.8

Interpretation

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This analysis shows that 29% respondents believes that Tata Motors are Satisfied
with Cost of Ownership , 29% respondents believes that it is Neutral and 38.7%
respondents are Very Satisfy.

Q.9

Interpretation

This analysis shows about customer satisfaction on Tata Motors’ Interior

Comfort , 38.7% respondents feel Satisfied, 12.9% respondents are Neutral
about that and 45.2% respondents are Very Satisfied about that.

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 Q.10

Interpretation

This analysis shows about customer satisfaction on Tata Motors’

Acceleration and Speed , 29% respondents feel Satisfied, 19.4%
respondents are Neutral about that and 48.4% respondents are Very
Satisfied about that.

Q.11

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Interpretation

This analysis shows about customer satisfaction on Tata Motors’ Service,

12.9% respondents feel Satisfied, 32.3% respondents are Neutral about that,
29% respondents are Very Satisfied about that, 12.9% respondents are
Dissatisfied about that and 12.9% respondents are Very Satisfied.

Q.12

Interpretation

This analysis shows about customer’s view on Tata Motors’

Recommendations , 29% respondents will like to do , 22.6% respondents
are Neutral about that and 48.4% respondents feel High likely about that.

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 Q.13

Interpretation

This analysis shows about customer’s view on Tata Motors’ Innovation in

Vehicle Technology , 35.5% respondents feel Innovative , 22.6%
respondents are Neutral about that and 35.5% respondents feel Highly
Innovative and 6.5% respondents feels that it is not Very Innovative.

Q.14

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Interpretation

This analysis shows about customer’s view on Tata Motors’ Customer

Feedback and Concern , 25.8% respondents feel Well , 19.4% respondents
are Neutral about that and 54.8% respondents feel Very Well about that.

Q.15

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Interpretation

This analysis shows about customer satisfaction on Tata Motors’ Exterior

Durability , 48.4% respondents feel Satisfied, 16.1% respondents are
Neutral about that and 35.5% respondents are Very Satisfied about that.

Q.16

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Interpretation

This analysis shows about customer’s view on Tata Motors’ Overall Value
for Money , 26.7% respondents feel Well, 16.7% respondents are Neutral
about that and 56.7% respondents feel Very Well about that.

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 CHAPTER – 9

FINDINGS
 According to the data shown in table of the data analysis and interpretation

theme, Tata Motors has a high percentage of satisfied customers.

 The majority of peoples are happy with Tata Motors Design, Aesthetic and
Build Quality.
 Customers are majorly feel satisfied about Customer service, Support and
Maintenance.
 The majority of people are satisfied about Tata Motors’ Safety Measures,
Reliabilty and Fuel Efficiency.
 Customers are highly satisfied about overall performance of Tata Motors
vehicles.
 Customers are satisfied about Interior Comfort and Space in Tata Motors
vehicles.
 Customers are highly satisfied about in terms of Tata Motors vehicles
Acceleration and Speed.
 Employees are extremely happy with their jobs, even though their pay is

adequate. Employees are being compensated for their efforts.

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 CHAPTER – 10

RECOMMENDATION AND SUGGESTION

 Prompt delivery of the vehicle should be made.
 Top priority must be given to taxes and long distance vehicles then local
vehicles.
 Facilities like A/C. News papers, Drinking water and weeklies must be
provided and they must be up to the standards in customer waiting room.
 A separate phone must be made available to deal with customers to inform
them whether the service station is ready to accept their Vehicles for service
 The organization must appoint persons to deal with the customers in phone
and to explain the customers about the job done at the time of delivery.
 Shelter must be their while going through job card.
 The organization must instruct the workers not only to considers the job
card they must also go through the vehicle and if they find and things extra
jobs to be done them they must inform the owner and they must entire it in
job card and then go through the work.
 Labour charges should be decreased Service reminders should be sent
regularly.
 Billing should be made faster.

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 CHAPTER - 11

LIMITATION OF THE STUDY

It is well known fact that constraint and limitations are bound to be present in
any study do this also has some limitation as:-

I considered Sagar region only because of limited time duration.

 Due to this, the sample size is only 30, which is not very large.

 All the respondents could not fill their questionnaire on their own due to
language problem, time constraints and lack of positive behavior.
 Respondent may give biased answer due to some lack of information
about other brands.

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 CHAPTER – 12

CONCLUSION
In our pursuit of understanding customer happiness at Tata Motors, we discovered
a rich tapestry of variables that contribute to the company's success as well as areas
that require further attention. As we complete our study report, it becomes clear
that customer happiness is more than just a number; it is a guiding concept
profoundly ingrained in Tata Motors' character.

Tata Motors, with its tradition of innovation and technical prowess, has
demonstrated its commitment to providing cars that meet the different demands
and preferences of customers. The organization has continuously sought to surpass
consumer expectations by using a comprehensive strategy that combines cutting-
edge technology, creative innovation, and a thorough grasp of market dynamics.

My research into the complexities of customer experiences sheds light on the

attributes that have brought Tata Motors to the forefront of the automotive
industry. From dependable and fuel-efficient models to the adoption of
environmentally friendly technology, the company's product offerings reflect
careful consideration of client demands, tastes, and social trends.

However, customer happiness is a changing environment, and our findings show

areas where Tata Motors may improve its tactics. Swift adaptation to changing
market expectations, continual development in after-sales services, and a proactive
response to customer feedback emerge as critical areas for long-term success and
loyalty

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 CHAPTER– 13

ANNEXURE

13.1 BIBLIOGRAPHY
Banerjee, D. C. (2018). A comparative study of customer satisfaction of Maruti Suzuki and Tata
Motors cars in India. International Journal of Recent Technology and Engineering, 7 (5), 20-25.

Jessica Heinen, M. R. (2021). Customer satisfaction with electric vehicles: A literature review.
Transportation Research Part D: Transport and Environment , 99, 12-16.

Mason, D. (2008). A review of research on customer satisfaction in the automotive industry.

International Journal Of Marketing , 12-16.

Praveen Patil, M. P. (2020). Analysis of customer reviews of Tata Tiago on social media.
International Journal of Engineering and Advanced Technology (IJEAT), 9 (5-SE), 10-14.

Saxena, A. R. (2017). Customer satisfaction and loyalty towards Tata cars in India. International
Journal of Business and Management , 5 (12), 18-22.

Sharma, A. P. (2015). Factors influencing customer satisfaction in the Indian automobile industry.
International Journal of Marketing and Entrepreneurship, 9, 20-25.

www.tatamotors.com

https://en.wikipedia.org/wiki/Tata_Motors

https://www.customercare-cv.tatamotors.com/about-us/company-
profile.aspx

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13.2 QUESSTIONNAIRE
1. How satisfied are you with the overall performance of TATA Motors vehicles?

( ) Very Satisfied ( ) Satisfied ( ) Neutral ( ) Dissatisfied ( ) Very Dissatisfied

2. Rate your experience with the design and aesthetics of TATA Motors vehicles.

( ) Excellent ( ) Good ( ) Average ( ) Poor ( ) Very Poor

3. How would you rate the reliability of TATA Motors vehicles?

( ) Extremely Reliable ( ) Reliable ( ) Neutral ( )Unreliable ( ) Extremely Unreliable

4. To what extent do you find TATA Motors vehicles to be fuel-efficient?

( ) Very Fuel-Efficient ( ) Fuel-Efficient ( ) Neutral ( ) Not Fuel-Efficient

( ) Not at all Fuel-Efficient

5. How satisfied are you with the safety features in TATA Motors vehicles?

( ) Very Satisfied ( ) Satisfied ( ) Neutral ( ) Dissatisfied ( ) Very Dissatisfied

6. Rate your experience with TATA Motors’ customer service and support.

( ) Excellent ( ) Good ( ) Average ( ) Poor ( ) Very Poor

7. Rate your satisfaction with the performance of TATA Motors vehicles in

challenging road conditions.

( ) Very Satisfied ( ) Satisfied ( ) Neutral ( ) Dissatisfied ( ) Very Dissatisfied

8. How satisfied are you with the cost of ownership for TATA Motors vehicles?

39
 ( ) Very Satisfied ( ) Satisfied ( ) Neutral ( ) Dissatisfied ( ) Very Dissatisfied

9. How satisfied are you with the interior comfort and space in TATA Motors
vehicles?

( ) Very Satisfied ( ) Satisfied ( ) Neutral ( ) Dissatisfied ( ) Very Dissatisfied

10. How satisfied are you with the performance of TATA Motors vehicles in terms of
acceleration and speed?

( ) Very Satisfied ( ) Satisfied ( ) Neutral ( ) Dissatisfied ( ) Very Dissatisfied

11. Rate your satisfaction with the ease of getting TATA Motors vehicles serviced or
repaired.

( ) Very Satisfied ( ) Satisfied ( ) Neutral ( ) Dissatisfied ( ) Very Dissatisfied

12. How likely are you to recommend TATA Motors vehicles to others?

( ) Highly Likely ( ) Likely ( ) Neutral ( ) Unlikely ( ) Highly Unlikely

13. Rate your perception of TATA Motors’ innovation in vehicle technology.

( ) Highly Innovative ( ) Innovative ( ) Neutral ( ) Not Very Innovative

( ) Not at all Innovative

14. How well do you feel TATA Motors addresses customer feedback and concerns?

( ) Very Well ( ) Well ( ) Neutral ( ) Poorly ( ) Very Poorly

15. Rate your satisfaction with the exterior durability and build quality of TATA
Motors vehicles.

( ) Excellent ( ) Good ( ) Average ( ) Poor ( ) Very Poor

40