A FIELD REPORT

ON
“A Study on Customer Satisfaction With Reference To

TATA MOTOR Services In Bhilai ”

(MG251411)

Submitted in partial fulfilment for the award of the Degree

Master of Business Administration
Chhattisgarh Swami Vivekanand Technical University, Bhilai.

Submitted by,
CHANDRAHAS SAHU
Roll No: 501407622052
(MBA 4th Semester)
Session-2022-24

Approved By:- Guided By:-

Dr. Souren Sarkar Prof. Mr.S.Suresh Kumar
Assistant Professor
(Prof. &Head of the Department) Faculty of Management
Faculty of Management Studied. Studied. SSTC (Bhilai).
SSTC (Bhilai).

Shri Shankaracharya Technical Campus

Faculty of Management Studies
Junwani, Bhilai (C.G.) – 490020
II: DECLARATION BY THE CANDIDATE

I the undersigned solemnly declare that the report of the research work entitled “A study on

Customer Satisfaction With Special Reference to TATA MOTORS Services In Bhilai

City” is based on my own work carried out during the course of my study under the supervisor

of Prof. Mr. S.SURESH KUMAR SIR.

I assert that the statements made and conclusions drawn are an outcome of my research

work. I further declare that to the best of my knowledge and belief the report does not contain

any part of any work which has been submitted for the award of MBA degree or any other

degree/diploma/certificate in this University or any other University of India or abroad.

(Signature of the Candidate)

NAME – CHANDRAHAS SAHU

ROLL NO. - 501407622052
ENROLLMENT No. – CC0727
III: CERTIFICATE FROM THE SUPERVISOR

This is to certify that the work incorporated in the report “A Study on Customer
Satisfaction With Special Reference To TATA MOTORS Services In Bhilai City”
is a record of research work carried out by CHANDRAHAS SAHU bearing Enrollment
No.: CC0727 under my/our guidance and supervision for the part fulfillment for the
award of MBA Degree of Chhattisgarh Swami Vivekanand Technical University, Bhilai
(C.G.), India.

To the best of my knowledge and belief the Report

i) Embodies the work of the candidate him/herself,

ii) Has duly been completed,

iii) Is up to the desired standard both in respect of contents and language for external
viva.

(Signature of the Supervisor)

Prof. MR. S.SURESH KUMAR

ASSISTANT PROFESSOR
 TABLE OF CONTENT

S.NO. CONTENT PAGE NO.

1. ABSTRACT 1-5

2. INTRODUCTION 6-8

3. COMPANY PROFILE 9 - 14

4. LITERATURE REVIEW 15 - 16

5. RESEARCH METHODOLOGY 17 - 21

6. DATA TABULATION, ANALYSIS 22 - 27

AND RESULT

7. FINDINGS OF THE STUDY 28 - 29

8. RECOMMENDATION 30

9. LIMITATIONS 31

10. CONCLUSION 32

11. REFERENCE 33 - 34

12. QUESTANNIARE 35 - 37
 CHAPTER - 1

ABSTRACT

ABSTRACT

Satisfaction is crucial concern for both customers and organizations. Satisfaction is a

subjective concept and therefore difficult to determine. It depends on many factors and varies
from person to person and product to product. The importance of customer satisfaction in
strategy development for customers and market oriented cannot be underdetermined. Now a
day it has become very important factor for each and every organization to enhance the level
of customer satisfaction. The overall study reveals that It was found that the customer are
mostly satisfied with price , design, safety, mileage, interior space, status brand name,
comfort level, spares part and after sale service.

Keywords: Customer, Customer satisfaction, Automobile company, Tata motors.

 CHAPTER – 2

INTODUCTION

 INTRODUTION OF THE STUDY

Satisfaction is crucial concern for both customers and organizations. Satisfaction is a subjective
concept and therefore difficult to determine. It depends on many factors and varies from person
to person and product to product. The importance of customer satisfaction in strategy
development for customers and market oriented cannot be underdetermined. Now a day it has
become very important factor for each and every organization to enhance the level of customer
satisfaction. Customer satisfaction, a term is used in marketing, it’s a measures how product
and service supplied by the company meet or surpass customer expectation. Customer
satisfaction according to ISO 9000, users opinion about the degree to which its meets its
requirements. Customer satisfaction is a highly personal assessment .
Customer satisfaction is a measure of post purchase behavior of the customers. If customer
expectations meet with the perceived value of goods and service then 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. In addition, customers generally want the best possible product
or service for a low cost. The perception of the best product or service at lowest price with
safety effect the industry and customer segment significantly.
Thus customer satisfaction is define by as “ The number of the customer or percentage of the
total customers, whose reported an experience with a firm, it product or its service exceeds
specified satisfaction goods”. Customer satisfaction is very important for any business whether
it sale the product or services because if the customer is satisfied then they make the repeat
purchases and tell other persons like their friends, neighborhoods, family members etc. about
their good experience and satisfied customers tell five other people about their good experience.

 IMPORTANCE OF CUSTOMER SATISFACTION

Customer satisfaction is an important because a higher level of satisfaction can deliver many
satisfactions. Those satisfactions are as follows:
Loyalty: A highly satisfied customer is a loyal customer.
Repeat purchases: A highly satisfied customers buy more products.
Referral: A highly satisfied customer tells their friends and family about the product or service.
Retention: A highly satisfied customer is less likely to switch brands.
Reduced cost: A highly satisfied customer costs less to serve than a new customer.
Premium safety: A highly satisfied customer is willing to pay more for the products or service.
As organizations become increasingly customer focused and driven by demand, the need to
gain customer loyalty and retain their loyalty is critical. Customer satisfaction is the most
effective way to achieve customer loyalty. Customer satisfaction and customer loyalty share
many similar traits. Customer value is the customer’s perception of the ratio of benefits to
what he or she gives to obtain those benefits. The customer Value Triad is a framework used
to understand what it is that customers want. The framework consists of three parts: (1)
perceived product quality, (2) value-based pricing, and (3) perceived service quality. Customers
are satisfied, when value meets or exceeds expectations. If their expectations of value are
not met, there is no chance of satisfying them. Figuring out what the customers want, however,
is a difficult and complex process. To be able to create and deliver customer value is important
to understand its components. On the most basic level, value from a customer’s perspective is
the ratio of benefits to the risks being taken while buying the product.

CUSTOMER SATISFACTION
AN INSIGHT

According to Harold E Edmondson “Customer Satisfaction” seems to appear in print more

frequently than any other catch phrase used to describe a new found magic for industrial
success. Before we proceed into the study of the dynamics of Customer Satisfaction it is
important to know about, who a customer is and what satisfaction really means.

Customer Satisfaction Measurement: -

A basic and effective base line customer satisfaction survey program should focus on
measuring customer perceptions of how will the company delivers on the critical success
factors and dimensions of the business as defined by the customers:
For example:
Service Promptness
Courtesy of Staff
Responsiveness
Understanding the customer problem, etc.
  INDIAN AUTOMOBILE COMPANY

Peter Drucker called the automobile industry as “the Industry of Industries”. Automobile
industry has been recognized as one the drivers of economic growth. During the last decade,
well directed efforts have been made to provide a new look to the automobile policy for
realizing the sector’s full potential for the economy,

Market Share
100
80
60
40 76.23
20
3.58 4.32 15.86
0
Two wheelers Three wheelers Commercial vehicles passenger vehicles

The automotive industry of India categorized into the passenger vehicles, two wheelers,
commercial vehicles and three wheelers with two-wheeler dominant the market. Figure shows
that 76.23% of the vehicles sold are two wheelers, nearly 59%of these two wheelers sold are
motorcycles and 12% are scooters. The passenger vehicles are categorized into passenger
cars, utility vehicles, and multipurpose vehicles. All sedans, hatchback, station wagons, and
sport cars fall under the passenger car. The passenger vehicles manufacturers account for
15.86% of market in India. Commercial vehicles are categorized into heavy, medium and
light. They account for 4.32% of the market. Three wheelers are categorized into Passenger
carrier and good carrier, three wheeler account 3.58% of market share in India.

Top Ten Players in Indian Automobile Sector

1. Maruti Suzuki India

2. Hero Motors Limited
3. Tata Group
4. Bajaj Auto Limited
5. Mahindra Group
6. Ashok Leyland
7. Yamaha Motor India
8. Hyundai Motors India Limited
9. Toyota Kirloskar Motor Private Limited
10. Honda Siel Cars India Limited
 CHAPTER – 3

COMPANY PROFILE

Tata Motors Limited is India’s largest automobile company, Tata Motors reported revenue of
around 30 billion U.S. dollars (or about 2.5 trillion Indian rupees) in the 2022 fiscal year. In
2020, Tata was named the most valuable corporate brand in India. It is the leader in commercial
vehicles in each segment, and among the top in passenger vehicles with winning products in
the compact, midsize car and utility vehicle segments.
The Tata Motors Group’s over 60,000 employees are guided by the mission “to be passionate
in anticipating and providing the best vehicles and experiences that excite our customers
globally.''
Established in 1945, Tata Motors’ presence cuts across the length and breadth of India. Over 8
million Tata vehicles ply on Indian roads, since the first rolled out in 1954. The company’s
manufacturing base in India is spread across Jamshedpur (Jharkhand), Pune (Maharashtra),
Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand), Sanand (Gujarat) and Dharwad
(Karnataka). Following a strategic alliance with Fiat in 2005, 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’s dealership, sales, services and spare parts
network comprises over 6,600 touch points, across the world.
Tata Motors, also listed in the New York Stock Exchange (September 2004), has emerged as
an international automobile company. Through subsidiaries and associate companies, Tata
Motors has operations in the UK, South Korea, Thailand, South Africa and Indonesia. Among
them is Jaguar Land Rover, acquired in 2008. In 2004, it acquired the Daewoo Commercial
Vehicles 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. In 2006, Tata Motors
formed a 51:49 joint venture with the Brazil-based, Marco polo, a global leader in body-
building for buses and coaches to manufacture fully-built buses and coaches for India – the
plant is located in Dharwad. 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, and entered the market in 2008. Tata Motors (SA) (Proprietary)
Ltd., Tata Motors' joint venture with Tata Africa Holding (Pty) Ltd. set up in 2011, has an
assembly plant in Rosslyn, north of Pretoria. The plant can assemble, semi knocked down
(SKD) kits, light, medium and heavy commercial vehicles ranging from 4 tonnes to 50 tonnes.
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, South America, CIS
and Russia. It has franchisee/joint venture assembly operations in Bangladesh, Ukraine, and
Senegal.
The foundation of the company’s growth over the last 69 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 4,500 engineers, scientists and technicians the
company’s Engineering Research Centre, established in 1966, has enabled pioneering
technologies and products. The company today has R&D centres in Pune, Jamshedpur,
Lucknow, Dharwad in India, and in South Korea, Italy, Spain, and the UK.

It was Tata Motors, which launched the first indigenously developed Light Commercial
Vehicle in 1986. In 2005, Tata Motors created a new segment by launching the Tata Ace,
India’s first indigenously developed mini-truck. In 2009, the company launched its globally
benchmarked Prima range of trucks and in 2012 the Ultra range of international standard light
commercial vehicles. 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
a lower life-cycle cost.
Tata Motors also introduced India’s first Sports Utility Vehicle in 1991 and, in 1998, the Tata
Indica, India’s first fully indigenous passenger car.
In January 2008, Tata Motors unveiled its People’s Car, the Tata Nano. The Tata Nano has
been subsequently launched, as planned, in India in March 2009, and subsequently in 2011 in
Nepal and Sri Lanka. A development, which signifies a first for the global automobile industry,
the Nano brings the joy of a car within the reach of thousands of families.
Tata Motors is equally focussed on environment-friendly technologies in emissions and
alternative fuels. It has developed electric and hybrid vehicles both for personal and public
transportation. It has also been implementing several environment-friendly technologies in
manufacturing processes, significantly enhancing resource conservation
  Mission Statement
The mission statement indicates what an organization wants to achieve. An organization exists
to accomplish something or achieve something. The mission statement may be changed
periodically to take advantage of new opportunities or respond to new market conditions.
Rather it is combination of several things like:
 Customer service of the highest order

 Value for money to the customer

 Professionalism in carrying out business

 Use of technology to improve service standards

 Increase market share.

 Winning consumers heart.

Company’s mission statement is clear and thoughtful which guide geographically dispersed
employees to work independently yet collectively towards achieving the organization’s goals.

 Vision statement
Company’s vision is crystal clear and mind frame very directed “To improve the quality of
life through technology”. And continue to grow at a healthy pace, year after year, decade
after decade.

 Goals
 To consolidates its position as a global player in the market.

 To leverage technological skills to drive growth.

 Various Products of TATA Motors

o TATA ACE
o TATA NANO
o SAFARI
o TATA HARRIER
o NEXON
o TATA ALTROZ
o TATA SUMO
o TATA INDIGO
o TATA PRIMA
o TATA CURVV
o TATA TIAGO
o TATA SIERRA
 o TATA STARBUS
o TATA TIGOR
o TATA SUPER ACE
o TATA XENON
o TATA 407
o TATA ARICA
o TATA HEXA
o TATA VENTURE
o TATA BOLT
o TATA INTRA
o TATA DAEWOO
o TATA HISPANO

1. Passenger cars
2. Concept car
3. Commercial vehicles
4. Military vehicles

 SUBSIDIARIES

Tata Motors has a strong global network of subsidiaries and associate companies, including
Jaguar Land Rover in the UK and Tata Daewoo in South Korea. Our international footprint
was established with our first export in 1961. Today, we have 104 direct and indirect
subsidiaries, 9 associate companies, 4 joint ventures and 2 joint operations spread across
India and in abroad.

 Key Subsidiaries 

 Jaguar Land Rover Automotive Plc

www.jaguarlandrover.com
Jaguar Land Rover brings together two prestigious British car brands. Tata Motors
acquired the brands from Ford in 2008, merging them into a single company in 2013.
One of the world’s leading premium car brands, Jaguar Land Rover presents the
future of sustainable mobility.
 Tata Motors Passenger Vehicles Ltd (TMPV Ltd)

Tata Motors Passenger Vehicles Limited is a subsidiary of Tata Motors, to which Tata
Motors has hived off its Passenger Vehicles Business Unit, helping in providing a
differentiated focus for the Passenger Vehicle Business, realizing its potential and
unlocking business value by enhanced management focus and operational flexibility.
 Tata Passenger Electric Mobility Ltd (TPEM)

Tata Passenger Electric Mobility Limited is a wholly-owned subsidiary of Tata

Motors, which will cater to all aspects of R&D, design, development, manufacturing,
assembly, fabrication, sales, marketing, after sales services and servicing of electric
vehicles.

 Tata Motors European Technical Centre PLC (TMETC) 

www.tmetc.com
Based in Coventry, UK, Tata Motors European Technical Centre PLC (TMETC) is a
wholly-owned subsidiary of Tata Motors. As a centre of excellence for automotive
design and engineering, TMETC is an active partner in a number of collaborative
projects in low carbon technology, and electric and hybrid vehicle technology for
future passenger and light commercial vehicles.

 Tata Motors Insurance Broking and Advisory Services Limited (TMIBASL)

www.tatamotorsinsurancebrokers.com
A wholly-owned subsidiary of Tata Motors, TMIBASL provides end-to-end insurance
solutions in the retail sector with a focus on the automobile sector. TMIBASL offers
services to various OEMs in the passenger vehicle, commercial and construction
equipment markets, including to us.

 TMF Holdings Limited 

www.tmf.co.in

TMF Holdings Limited (TMFHL) - a wholly owned subsidiary of the Company, is the
vehicle financing arm under the brand "TMF Holdings Limited".
 TML Distribution Company Limited (TDCL)

TML Distribution Company Limited, or TDCL, our wholly-owned subsidiary, was

incorporated on March 28, 2008. TDCL provides distribution and logistics support for
distribution of our products throughout India.

 TRILIX Srl

Trilix Srl, founded in 2006, is a mid-sized commercial art and graphic design
company, located in Nichelino, Italy.

 Tata Technologies Limited

www.tatatechnologies.com/us/
A global leader in engineering services outsourcing and product development IT
services to the global manufacturing industries, Tata Technologies is a company of
innovators, specialists in the design engineering space, who apply cutting-edge
technologies to provide competitive advantage to customers in the manufacturing
sector. The company is headquartered in Singapore.

 Tata Marcopolo Motors Limited (TMML)

Tata Marcopolo Motors Limited (TMML) is a 51:49 joint venture company of Tata
Motors Ltd. (TML) India and Marcopolo S.A. Brazil for manufacturing of buses in
India.
 TML Holdings Pte. Limited

TML Holdings Pte. Limited is a 100% subsidiary of Tata Motors with effect from
2008.

 Tata Daewoo Commercial Vehicle Company Limited 

www.tata-daewoo.com
Since its inception in 2004, Tata Daewoo Commercial Vehicle has established a solid
foothold in the industry as one of the nation’s most reputed truck makers. Today, it
exports its products to more than 60 countries. Tata Daewoo has worked with Tata
Motors, its parent company to develop a medium and long-term plan to grow into a
global market leader.
 CHAPTER- 4

LITERATURE REVIEW

LITERATURE REVIEW:
1. Title of article “Strategic administration quick mission for TATA MOTORS”.
Reference: Strategic administration quick undertaking for TATA MOTORS two two
https://www.scribd.com/doc/32558468/Strategic-Management-short-Project-for-Tata-Motors
2. Title of article “sales and advertising strategies”.
Reference: - Focus self-discipline projects business, ESL 91, spring 2000
3. Title “Cost financial savings between Traditional advertising and Internet Marketing”.
Electronic variations of catalogues, brochures, white papers, information sheets etc. don’t have
to be printed, saved or shipped to your clients ensuing in an enormous savings in printing and
storage costs.
4. Title: - Social media as a advertising and marketing tool
According to Shankar et al. 2011,:- This research has determined that retailers/dealers can
extend consciousness of their manufacturer by using being creative when attractive customers
on social media sites. “
5. Title: -The Potential Relationship between Automobile Advertising and Consumers
The “2007 Car Purchase Considerations” in this learn about suggests that amongst the
predominant issues for vehicle purchases, the three top elements buyers’ value are, in
the
descending order, price (45%), overall performance and horsepower two (30.3%), and Fuel
effectivity (29.7%). This implies that advertising spending and income do not necessarily have
a direct relationship. Consumers’ chief concerns are determined in line with their true need
6. Mahapatra, Kumar and Chauhan (2010)
Mentioned a study on "customer satisfaction, dissatisfaction and post purchase evaluation: an
empirical study on small size passenger cars in India" with the main objectives to examine the
satisfaction and impact on future purchase decision and explore the performance of different
attributes in automobile in giving satisfaction to customer with the sample size of 150
customers and they used the multiple regression techniques and they revealed from this study
that customers are highly satisfied with the performance of attributes like pickup, wipers, etc.
and other attributes like pollution, engine, quietness, battery performance, and pick up
influence the consumer future purchase decisions and consumer give the more importance to
these factors.
7. Sharma, Kiran Sharma and Khan (2011)
Conducted "A study and analysis of customer satisfaction of Tata motors in Jaipur, Rajasthan
with the objectives to find out the satisfaction among the customers, market performance and
market position of Tata motors. They taken the sample size of 100 customers in Jaipur city and
concluded from this study that 73% people feel that safety are affordable whereas 12% do not
agree, 74% believe that attractive discount are offered but 26% are not satisfied with the
discount offered , but the overall opinion about Tata Motors is very good.
8. Singh (2011)
Revealed a study on " An empirical review of the product and customer satisfaction of Tata
commercial vehicles" to find out the quality of service , performance of Tata motors and to
know the consumer perception towards Tata motors with the sample size of 100 customers and
used the statistical techniques tables, bar charts etc. This study concluded that consumer prefer
the Tata commercial vehicles due to its better quality, brand image, easy availability of service
stations, spare part quality etc.
9. Ganesh and Soundarapandiyan (2011)
Conducted a study on "i10 Hyundai Chennai: customer satisfaction level" with the sample size
of 150 customers and tools used percentage analysis, chi square and multiple regression
analysis. The objectives of the study was to identify the post purchase behaviour and customer
satisfaction level and find the effectiveness of after sales service of customer of Hyundai i10.
They revealed from the study that customers are satisfied with the car after purchase because
its gives the feel of luxury to customer and convenience of similar car is crowed area. It’s most
stylish as compared to others.
10. Lohana and sharma (2012)
Conducted a study on "customer satisfaction towards Hyundai cars in Nanded city" with the
objectives is to identify the customer preferences and parameter about the Hyundai cars. They
have taken the sample of 60. They concluded from the study that 50% customers are satisfied
with the overall performance of their vehicle. The customers are satisfied with the fuel
efficiency, brand image, after sales service and economy in purchase etc.
11. Rao and Kumar (2012)
Revealed study on "Customer satisfaction towards Tata Motors - A study on Passenger cars in
Warangal district of Andhra Pradesh" with the objectives to study the customer satisfaction
with the usage of vehicles, after sale service, key area of strength, pricing affects, service and
quality. They taken the sample of 100 respondents and used the percentage technique. They
concluded from the study that majority of customers are satisfied with the safety, dealer service,
customer relationship and availability of spares etc.
 CHAPTER- 5

RESEARCH METHODOLOGY

A. OBJECTIVES OF THE STUDY

 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 suggestion for promotional measures to increase the customer
satisfaction.

Primary Objectives

 To know the customer satisfaction level in the TATA MOTORS.

Secondary Objectives

 To know the level of satisfaction about the availability of spares parts and
services.
 To know the customers opinion about the Brand Image.
 To know the people expectation and their performance in motor cycle.
 To know the customers overall satisfaction TATA Motors company ltd.

 SYSTEMETIC DISCRIPTION

RESEARCHMETHODOLOGY
Research methodology is a way to systematically solve the problem. It may be understood has
a science of studying how research is done scientifically. In it we study the various steps that
all generally adopted by a researcher in studying his research problem along with the logic
behind them. The scope of research methodology is wider than that of research method.
Meaning of Research
Research is defined as “a scientific & systematic search for pertinent information on a
specific topic”. Research is an art of scientific investigation. Research is a systemized effort
to gain new knowledge. It is a careful inquiry especially through search for new facts in any
branch of knowledge. The search for knowledge through objective and systematic method of
finding solution to a problem is a research.
Research design
A research is the arrangement of the conditions for the collections and analysis of the data in a
manner that aims to combine relevance to the research purpose with economy in procedure. In
fact, the research is design is the conceptual structure within which research is conducted; it
constitutes the blue print of the collection, measurement and analysis of the data. As search
the design includes an outline of what the researcher will do from writing the hypothesis and
its operational implication to the final analysis of data. The design is such studies must be
rigid and not flexible and most focus attention on the following

Descriptive Research
Descriptive research is a study designed to depict the participants in an accurate way. More
simply put, descriptive research is all about describing people who take part in the study.
There are three ways a researcher can go about doing a descriptive research project, and they
are:
 Observational, defined as a method of viewing and recording the participants
 Case study, defined as an in-depth study of an individual or group of individuals
 Survey, defined as a brief interview or discussion with an individual about a specific
topic.

B. 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 100 customers.

The area of this survey consist of BHILAI 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
Data collection

For any study there must be data for analysis purpose. Without data there is no means
of study. Data collection plays an important role in any study. It can be collected
from various sources. I have collected the data from two sources which are given
below:

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 new papers, periodicals,
magazines, websites etc.

1. Research Type:

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 study has been conducted in Bhilai with sample size of 100.
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.

6. Data Analysis Method & tools:

The data analysis instrument used for conducting the research is Tabulation,
and Pie chart.

7. Area Selected:

Survey was conducted in BHILAI City.

8. Statistical tools:

The following is the tool applied for analyzing the primary data.

Percentage Method:
The percentage method was extensively used for finding various details as
mentioned in the chapter at analysis and interpretation. It can be generally calculated as
follows.

No. of respondent favorable

Percentage = *100
Total respondent
 RESEARCH PLAN TABLE

ITEMS DISCRIPTION

RESEARCH DESIGN DESCRIPTIVE RESEARCH DESIGN

DATA COLLECTION PRIMARY & SECONDARY DATA

RESEARCH INSTRUMENTS QUESTIONNAIRE

SAMPLING PLAN CONVENIENCE SAMPLING

SAMPLING LOCATION FROM BHILAI

SAMPLE SIZE 100 RESPONDENTS

RESEARCH METHOD USED SURVEY

 CHAPTER - 6

DATA TABULATION, ANALYSIS AND RESULTS

1. AGE & GENDER

Number of
Measure Item Percent%
Respondents
18-25 58 58%
26-40 41 41%
Age 40-60 1 1%
Above 60
years Nil Nil
Total 100 100
Male 71 71%
Gender Female 29 29%
Total 100 100

2. How many years are you having TATA MOTORS vehicles

Particulars Frequency Percent

1 year 33 33.0
1-5 Year 56 56.0
5-10 Year 9 9.0
10-15 year 2 2.0
Total 100 100.0

From the data of sample collected regarding the time period of car they have , it is clearly
understand by the data collected are that 33% of them have the car upto the 1 year, 56% have
the car in between 1-5 years , 9% have the car in between 5-10 years and only 2% have the
car between 10-15 year.

9%2%
33%

56%

1 year 1 - 5 year 5 - 10 year 10 - 15 year

3. Purpose of using the Tata car

Particulars Frequency Percent

Commercial Purpose 10 10.0

Personal Purpose 80 80.0
Both 10 10.0

Total 100 100.0

From the data of sample collected regarding the purpose of car , it is clearly understand by
the data collected that 10 % customers use the Tata cars for commercial purpose , 90% use
the car for the personal purpose and 10 % use the car for both commercial and personal
purpose.

10% 10%

80%

commercial purpose personal purpose

Both

4. How purchased

Particulars Frequency Percent

Cash 44 44.0
Loan 56 56.0
Total 100 100.0

From the data of sample collected regarding the how customer purchased their car, the table
shows that 44% customers purchased the Tata car on cash while 56% purchased on loan.

44%
56%

cash loan
5. Anyone recommend

Particulars Frequency Percent

Yes 41 41.0
No 59 59.0
Total 100 100.0

From the data of sample collected regarding that if any one recommended the customers to
purchase the Tata cars, it is clearly understand by the data collected that 41% customers
recommended by anyone.

41%
59%

yes no

6. Source of recommendation

Particulars Frequency Percent

Relatives 18 43.9
Media 4 9.8

Friends 19 46.3

From the data of sample collected regarding that if anyone recommended them to purchase
the Tata car from this 41% are recommended by anyone these include that 18 % are
recommended by their relatives, 9% are recommended by the media and 19% are
recommended by their friends.

46% 44%

10%

relatives media friends

7. Satisfaction level in terms of cost of vehicles

Particulars No. of Respondent Percentage %

Highly Satisfied 30 30.0
Satisfied 45 45.0
Neither satisfied nor 25 25.0
dissatisfied
Dissatisfied Nil Nil
Total 100 100.0
From the data of sample collected regarding the Satisfaction level in terms of cost of vehicles
it is clearly understand by the data collected that 30 % customers highly satisfied,45%
customer satisfied, 25%customer neither satisfied and nor dissatisfied.

0%
25% 30%

45%

highly satisfied
satisfied
nither satisfied nor disstisfied
disstisfied

8. Satisfaction level in terms of fuel consumption

Particulars No. of Respondent Percentage %

Highly Satisfied 31 31.0
Satisfied 69 69.0
Neither satisfied nor Nil Nil
dissatisfied
Dissatisfied Nil Nil
Total 100 100.0
From the data of sample collected regarding the Satisfaction level in terms of fuel
consumption it is clearly understand by the data collected that 31 % customers highly
satisfied,69% customer satisfied.

0%
31%

69%

highly satisfied satisfied

niether satisfied nor dissatisfied dissatisfied
9. Satisfaction level in terms of maintenance cost

Particulars No. of Respondent Percentage %

Highly satisfied 20 20.0
Satisfied 60 60.0
Neither satisfied nor 15 15.0
dissatisfied
Dissatisfied 5 5.0
Total 100 100.0
From the data of sample collected regarding the Satisfaction level in terms of maintenance
cost it is clearly understand by the data collected that 20% customers highly satisfied,60%
customer satisfied, 15%customer neither satisfied and nor dissatisfied and 5%customer
dissatisfied.

5%
15% 20%

60%

highly satisfied satisfied

neither satisfied nor dissatisfied dissatisfied

10. How to feel about drive this vehicles

Particulars No. of Respondent Percentage %

Highly Satisfied 22 22.0
Satisfied 64 64.0
Neither satisfied nor 14 14.0
dissatisfied
Dissatisfied Nil Nil
Total 100 100.0
From the data of sample collected regarding the Satisfaction level in terms of how to feel
about drive this vehicles it is clearly understand by the data collected that 22% customers
highly satisfied,64% customer satisfied, 14%customer neither satisfied and nor dissatisfied.

14%0%
22%

64%

highly satisfied satisfied

neither satisfied nor dissatisfied dissatisfied
 11. Satisfaction level in terms of Customer service

Particulars No. of Respondent Percentage %

22 22.0
Satisfied 56 56.0
Neither satisfied nor 12 12.0
dissatisfied
Dissatisfied 10 10.0
Total 100 100

From the data of sample collected regarding the Satisfaction level in term of Customer
service it is clearly understand by the data collected that 22% customers highly satisfied,56%
customer satisfied, 12%customer neither satisfied and nor dissatisfied and 10% customer
dissatisfied.

10%
22%
12%

56%

highly satisfied satisfied

neither satisfied nor dissatisfied dissatisfied
 CHAPTER- 7

FINDINGS OF THE STUDY

 From the data of sample collected regarding the time period of car they have , it is
clearly understand by the data collected are that 33% of them have the car upto the 1
year, 56% have the car in between 1-5 years , 9% have the car in between 5-10 years
and only 2% have the car between 10-15 year.

 From the data of sample collected regarding the purpose of car , it is clearly
understand by the data collected that 10 % customers use the Tata cars for
commercial purpose , 90% use the car for the personal purpose and 10 % use the car
for both commercial and personal purpose.

 From the data of sample collected regarding the how customer purchased their car,
the table shows that 44% customers purchased the Tata car on cash while 56%
purchased on loan.

 From the data of sample collected regarding that if any one recommended the
customers to purchase the Tata cars, it is clearly understand by the data collected that
41% customers recommended by anyone.

 From the data of sample collected regarding that if anyone recommended them to
purchase the Tata car from this 41% are recommended by anyone these include that
18 % are recommended by their relatives, 9% are recommended by the media and
19% are recommended by their friends. 
 From the data of sample collected regarding the Satisfaction level in terms of cost of
vehicles it is clearly understand by the data collected that 30 % customers highly
satisfied,45% customer satisfied, 25%customer neither satisfied and nor dissatisfied.

 From the data of sample collected regarding the Satisfaction level in terms of fuel
consumption it is clearly understand by the data collected that 31 % customers highly
satisfied,69% customer satisfied.

 From the data of sample collected regarding the Satisfaction level in terms of
maintenance cost it is clearly understand by the data collected that 20% customers
highly satisfied,60% customer satisfied, 15%customer neither satisfied and nor
dissatisfied and 5%customer dissatisfied.

 From the data of sample collected regarding the Satisfaction level in terms of how to
feel about drive this vehicles it is clearly understand by the data collected that 22%
customers highly satisfied,64% customer satisfied, 14%customer neither satisfied and
nor dissatisfied.

 From the data of sample collected regarding the Satisfaction level in term of
Customer service it is clearly understand by the data collected that 22% customers
highly satisfied,56% customer satisfied, 12%customer neither satisfied and nor
dissatisfied and 10% customer dissatisfied.
 SWOT ANALYSIS

STRENTH WEAKNESS

 One of the most established company  Issues with Service

in automobile sector  Limited products in the personal
 Wide & extensive distribution and Segment.
service network  Limited international presence.
 Good market penetration in the taxi &  Sometimes faces alleged quality and
rental segment durability issues.
 Expert service professionals  Not much customer engagement
available programs and activites.
 Many associations like Jaguar Land
Rover, Hispanso,Macropolo etc
which increases international
presence
 Dedicated engineering and R&D
department
 More than 60,000 employees8.
Highly diversified product portfolio.

OPPORTUNITY THREATS

 Increasing fuel costs

 Expanding automobile market and
 Competition from other big
available space for competitors
automobile giants
 Increasing per capita income and
 Competitive products offering
purchasing capability of potential
same level features at a lesser
customer base
price
 Leveraging customer engagement
 Product innovations and frugal
experience to acquire new customers
engineering by competitors.
Leveraging mergers and acquisitions
to acquire newer technology.
 CHAPTER - 8

RECOMMENDATION

 Prompt delivery of the vehicles 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 the customer to inform them
whether the service station is ready to accept their vehicles for service.

 The organization must appoint persons to deal with the customer in phone and to
explain the customer 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 vehicles 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.

 Labor charges should be decreased.

 Services reminders should be sent regularly.

 Billing should be made faster.

 CHAPTER - 9

LIMITATIONS

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

 We considered Bhilai region only because of limited time duration.

 Due to this, the sample size is only 100, 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.

 Respondents may give biased answer due to some lack of information about others
brands.
 CHAPTER - 10

CONCLUSION

The overall performance of the services in the workshop is satisfactory to many of the
customer. Nothing in the world can be perfect. Some faults are seen in the services though
not major ones but some of the problems may give side effect and make because more trouble
in the future. So the problem need to be identified and solved immediately. Some of the main
things are as follows.

 Prompt delivery should be made.

 Charges are high and need to be decreased.

 The efficiency of workers is to increased.

 Check list should be maintained so that any other extra jobs that the customer are
unaware can be solved.

If problems identified are solved effectively, then the customer satisfaction level increase on
the organization.
Tata Motors is one of the best cars manufacturing company in India. People feel that Tata
Cars are people's car as it is satisfactory on all parameters. Tata Motors have knowledgeable
sales persons, the employees of TATA Motors spend enough time before and during sales.
The prices are affordable as it is a low cost producer, attractive discounts are offered, waiting
area is pleasing, TATA Motors service station is excellent.
The Maintenance Cost of Tata Motors is high and resale value is low. Tata Motors has to
work in terms of maintaining quality standards. In continuation with its commitment to
providing Indian customers with cutting-edge global technology, the auto industry aims to
become a centre of excellence for engineering and ensure quick turnaround time to changing
consumer needs.
All and all With a product line spanning commercial, utility, and passenger vehicles, Tata
Motors is on the road to forging ever stronger relationships with the people who have bet
their money on the company’s profile.
 CHAPTER - 11

REFERENCES

Books

 Kothari. C.R (2004): Research Methodology Methods & Techniques , New‟Age

International Publishers, New Delhi, 2nd Edition.

 Richard I. Levin, David S. Rubin (2004): „Statistics for Management

,‟Prentice Hall of India Private Limited, New Delhi, 7th Edition.

 Jayaram, N. and Sandhog, R.S. (1998), Housing in India -

Problems,Policy andperspectives, B.R. Publishing Corporation, Delhi.

 Jeffrey Gitomer (1998), Customer satisfaction is worthless:

Customerloyalty is priceless: How to make customers love you, keep them
comingback and tell everyone they know, Austin TX: Board Press.

 Jahanshahi, A. A., Hajizadeh Gashti, M. A., Mirdamadi, S. A., Nawaser, K., &
Sadeq Khaksar, S. M. (2011). Study the Effects of Customer Service and Product
Quality on Customer Satisfaction and Loyalty. International Journal of
Humanities and Social Science, 1(7), 253-260.

 Jain, T. (2010). After Sale Service. Principle of Marketing (1 ed., p. 241). New
Delhi: V.K Global Publication Pvt. Ltd.
  Kotler, P., Keller, K. L., Koshy, A., & Jha, M. (2009). Creation Customer Value
Satisfaction and loyalty. Marketing Management (13 ed., pp. 120-125). New Delhi:
Pearson Education.

 Kurtkoti, A., & Prabhu, S. (2011). A Study of Customer Satisfaction towards

Nano Cars Customers in Pune City. Pravara management review, 10 (2), 28-32.

 Lohana, S. R., & Sharma, O. (2012). A study on Customer Satisfaction towards

Hyundai cars in Nanded city. International Journal of Marketing and Management
Research, 3 (4), 118-138.

Websites:
http://www.tatamotors.com/
https://en.wikipedia.org/wiki/Tata_Motors’
http://www.tatamotors.com/about-us/company-profile/
 CHAPTER - 12

QUESTIONNAIRES

AGE

18-25
26-40
40-60
Above 60 years

GENDER

Male 71 Female 29

1. How many years are you having TATA MOTORS vehicles

1 year
1-5 Year
5-10 Year
10-15 year

2. Purpose of using the Tata car

Commercial Purpose
Personal Purpose
Both
3. How purchased

Cash

Loan

4. Anyone recommends

Yes

No

5. Source of recommendation

Relatives
Media

Friends

6. Satisfaction level in terms of cost of vehicles

Highly Satisfied
Satisfied
Neither satisfied nor
dissatisfied
Dissatisfied

7. Satisfaction level in terms of fuel consumption

Highly Satisfied
Satisfied
Neither satisfied nor
dissatisfied
Dissatisfied
8. Satisfaction level in terms of fuel consumption

Highly Satisfied
Satisfied
Neither satisfied nor
dissatisfied
Dissatisfied

9. Satisfaction level in terms of maintenance cost

Highly Satisfied
Satisfied
Neither satisfied nor
dissatisfied
Dissatisfied

10. How to you feel about drive this vehicles

Highly Satisfied
Satisfied
Neither satisfied nor
dissatisfied
Dissatisfied

10. Satisfaction level in terms of Customer service

Highly Satisfied
Satisfied
Neither satisfied nor
dissatisfied
Dissatisfied