CHAPTER 1 INTRODUCTION 1.

1 HISTORY OF STUDY
The Britannica Encyclopedia describes a motorcycle as a bicycle or tricycle propelled by an internal-combustion engine (or, less often, by an electric engine). The motors on minibikes, scooters, and mopeds, or motorized velocipedes, are usually air-cooled and range from 25 to 250 cubic cm (1.5 to 15 cubic inches) in displacement; the multiple-cylinder motorcycles have displacements of more than 1,300 cubic cm. The automobile was the reply to the 19th-century dream of self-propelling the horse-drawn carriage. Similarly, the invention of the motorcycle created the self-propelled bicycle. The first commercial design was a three-wheeler built by Edward Butler in Great Britain in 1884. This employed a horizontal single-cylinder gasoline engine mounted between two steer able front wheels and connected by a drive chain to the rear wheel. The 1900s saw the conversion of many bicycles, or pedal cycles by adding small, centrally mounted spark ignition engines. There was then felt the need for reliable constructions. This led to road trial tests and competition between manufacturers. Tourist Trophy (TT) races were held on the Isle of Man in 1907 as reliability or endurance races. Such were the proving ground for many new ideas from early two-stroke-cycle designs to supercharged, multivalve engines mounted on aerodynamics, carbon-fiber reinforced body work. ABOUT INDIAN TWO WHEELER INDUSTRY PROFILE
1

The Indian two wheeler market with a volume of about 3.7 million is the second largest manufacturer and producer of two-wheelers in the world. It stands next only to Japan and china in terms of the number of two-wheelers produced and domestic sales respectively. The Indian two-wheelers industry can be classified into three major segments namely- scooters, motorcycles and mopeds. The key players in the Indian two-wheeler markets are TVS, TVS AUTO and HERO HONDA . Together they account for more than 75% of the industry. YAMAHA and HONDA the two major players entered the market in 2001, making moves with wholly owned companies. The Indian motorcycle industry can be broadly categorized into Indian motorcycles and Indo-Japanese motorcycles. Indo-Japanese motorcycles segment is dominated by Hero group, TVS and Escorts Escorts and Royal Enfield. Sales of Hero Honda, the countrys largest motorcycle maker, went up by 36% to 5.51 lakh units while the closest rival TVS Auto, surged 41.1% to 2.81 lakh motorcycles. Sales in Chennai-based TVS motor soared 93% to 2.61 lakh units owing to the success of its 110CC motorcycle Victor, while the Yamaha showing signs of resurgence with its Crux motorcycles, registered a 6.13% rise selling one lakh units during the review period in collaboration with Japanese manufacturers like Honda, Kawasaki and Yamaha respectively. The Indian motorcycles is dominated by TVS(m80),

CHAPTER 2
2

2.2 INDUSTRY PROFILE TVS GROUP BACKGROUND

TVS motor company limited, the part of the TVS group, is one of Indias leading two-wheeler manufactures, with a turnover of 1800 crores. The company manufactures a wide range of motorcycles, scooterettes, mopeds and scooters. Little wonder, it boasts of more than 5 million happy customers. The beginning The year 1980 was a benchmark for the Indian two-wheeler industry. For it was this year that saw Indias first two-seater moped, TVS 50,rolling out on the Indian roads. With a joint venture with a Suzuki motor corporation in 1983, TVS-SUZUKI became the first Indian company to introduce 100cc indo-Japanese motorcycle in 1984, through an amicable agreement the two companies parted ways in 2001. Unmatched performance Today TVS MOTOR COMPANY has the largest market share in the moped category with a whopping 65.3% and is the undisputed leader in the scooterette segment with 34.3% share. It also holds 18.3% market share in motorcycles in India. TVS MOTOR COMPANY manufactures its motorcycles, scooterettes and mopeds with WORLD CLASS FACILITIES at its state of the art factories in mysore and hosur with 15,000 and 75,000 manufacturing capacity respectively.

It has WIDE NETWORK IN INDIA with 430 authorized dealerships, 1018 authorized service centers and over 864 certified service points. Late Sri T.V.Sundaram Iyengar established the TVS GROUP in 1911 as a bus service in madhurai. Largest automobile and automotive components distribution group in India. Diversified into consumer durables, computer peripherals and two wheelers. Largest automotive component manufacturing in India. 46000 employees. Over 90 years in service to nation. Launched TVS 50, the Indias first 2-seater, 50cc moped in august 1980. Launched INDIAS first indigenous scooterette, TVS scooty in June 1994. Introduced INDIAS first catalytic converter enabled motorcycle, the 110cc SHOGUN in 1996 and 5-speed motorcycle, the SHAOLIN in 1997 Launched INDIAS first high performance moped XL SUPER, WITH 70CC IN 1997. Launched VICTOR in 2001, a world class 4-stroke 110cc motorcycle. Launched high fuel efficiency TVS CENTRA with VTi engine technology in January 2004 and launched VICTOR GLX 125cc motorcycle in 2005.

2.3 COMPANY PROFILE SJ AGENCIES

The chairman of SJ group is Mr.S.P.Periasamy, he started as a transportation company in 1990. That was the beginning of the group. In 1992, Mr. Periasamy and Mr.Chinnasamy entered into civil construction a beginning of our parent company, which started taking up and executing small construction projects. SJ group began with a vision to become a leading player in various fields of engineering. This vision has put it on a consistent growth path. Today our group has operations in variety of areas. The very first business of our chairman was in transportation. The involvement of our group in motor vehicles thus dates back to our formative years. In line with this strength, our group has taken up the dealership of TVS auto, a well known producer of two-wheelers for decades, which sells under the TVS brand name. SHOWROOM & SERVICE The range of models are displayed in an attractive showroom which is situated in Coonoor. The showroom is managed by an able team of managers and sales personnel. The unit has a modern high-technical service station, which meets the standards of TVS auto, to facilitate after sales service, Maintenance and repairs of all TVS motor vehicles, genuine spare parts are also available for customers. With the growth in demand for two wheelers and introduction of advanced models, our dealership foresees a favorable future in years to come.
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Today our group has interest not only in core construction , but also in poultry feeds, Automobile dealership, IT etc., Our diversified group has now touched an overall turnover of Rs.10 crores annually on an average and with the net worth of nearly Rs.12 crores. With the overall support of other group directors, with ambitious plans of expansion in hand, the new millennium holds great potential, considering the changes in our economic scenario and in policies. EXCHANGE MELA S.J AGENCIES conduct exchange mela and loan mela for the benefit of the people. They conduct exchange mela every year in order to promote their new vehicles to the peoples and also on the road. Another reason is that they wanted peoples to ride new motorcycles instead of their old mopeds, scooters by exchanging them for fair price. They conduct this exchange melas with many special offers to their customers. They conduct exchange mela very successfully and the peoples approach is increasing every time due to their quality and best approach.

2.4 OBJECTIVES FOR THE STUDY

6

PRIMARY OBJECTIVE The primary objective of the study is to identify the factors given considerations while buying a motorbike in an exchange mela and the satisfaction level towards their expectations and experience. SECONDARY OBJECTIVE To identify and rank the factors given importance by the motorbike buyers in an exchange mela. To identify the opinion of the motorbike buyer about their experience and service provided in an exchange mela. To identify the various sources through which the buyers came to know about the exchange mela.

2.5 SCOPE OF STUDY

7

In this present scenario the usage of vehicles particularly in two-wheeler on roads by the people is increasing day by day. For the past four years the two-wheeler industry had seen a tremendous growth in Indian market, this indicates its increasing usage. Due to increase in usage the companies have to fulfill the needs of their customers, so they introduce new models in the market. Due to growth and competition among the two-wheeler companies like TVS, HEROHONDA, YAMAHA, HONDA, ENFIELD, KINETIC they have to promote their products to their customers. In order to do that they introduce new vehicles in the market with new features and pricing. The customers expectations here should be satisfied by the two-wheeler in order to win the race. To do so they have to introduce new brand into the market to retain their old customers and also to attract new customers from the other brand. This is possible only if the customer expectations are met. For that they have to provide various features like, pricing, style, mileage, additional features etc to gain the customers. The competition is not only in the company level, it also prevails among the various dealers in the particular city to achieve their sales target. For this they adopt various measures to increase the sales of their vehicles, so they announces various new schemes to customers like EXCHANGE MELA, LOAN MELA, FESTIVAL OFFER etc.. this will help them to increase their sales volume and also provide various offers like ROAD TAX FREE, INSURANCE FREE, FREE PETROL, GOLD COIN OFFER, ZERO PERCENT OFFER etc.. and DISCOUNTS to customers at the time of purchase. They also conduct various programs for their customers to motivate them in their growth. One of the scheme is EXCHANGE MELA. Here the customers old vehicles are exchanged for new vehicles with special discounts, attractive hire purchase arrangement
8

by the dealer, fair price for the old vehicle etc.. are done to attract the peoples by the dealers. This study is conducted in the field of EXCHANGE MELA, to identify the various factors in mela and the customers expectations, experience and their satisfaction level in the mela and to provide suggestion to improve their show among the other competitors.

2.6 LIMITATIONS OF THE STUDY

 This study is confined to a particular area. So the strategies formulated or the result yielded from this study is subjected to the variations in the geographical preferences. Since the customer survey is only a sort of feedback, the sample size is confined to 200 only. This small drop is taken as the representative of the ocean. The suggestions formulated were on the basis of the segment who has purchased TVS vehicles only. So this may vary or overlap with other vehicles segment. Only the important questions are dealt with the respondents, due to shortage of time. Respondents Bias

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CHAPTER 3 RESEARCH METHODOLOGY 3.1 RESEARCH DESIGN Descriptive Research Design The research design adopted for this study is exploratory descriptive design. This project is designed to identify the factors which influence the customers and the ways through which they choose to buy their vehicle and about the exchanged vehicle in exchange mela organized by the TVS dealer S.J AGENCIES, coonoor. DESCRIPTIVE STUDY The objective of a descriptive study is to learn the who, what, when, where and how of the topic. The study may be simple or complex ; it may be done in many settings. The simplest descriptive study concerns a univariate question or hypothesis in which we ask about, or state something about , the size, form, distribution, or existence of variable. Descriptive studies may involve the collection of data and the creation of a distribution of the number of times the researcher observes a single event or characteristics or they may involve relating the interaction of two or more variables. Descriptive studies may or may not have the potential for drawing powerful inferences. The descriptive study is popular in business research because of its versatility across disciplines.

3.2 SAMPLING DESIGN

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SAMPLING UNIT It deals with the peoples to be surveyed. The researcher must define the target population for their survey among the customers of S.J AGENCIES who exchanged their vehicle in exchange mela are considered for this study. SAMPLE SIZE 200 respondents were selected from the population who exchanged their vehicle in exchange mela conducted by S.J AGENCIES from the past three years. SAMPLING PROCEDURE Simple random sampling technique is employed for selection of 200 respondents from the total population pool. SIMPLE RANDOM SAMPLING The unrestricted, simple random sampling is the simplest form of probability sampling. Since all the probability samples must provide a known nonzero chance of selection for each population element, the simple random sampling is considered a special case in which each population element has a known and equal chance of selection. In this section, we use the simple random sample to build a foundation for understanding sampling procedures and choosing probability samples. Simple random sampling is often impractical. It requires a population list that is often not available. The design may also be wasteful because it fails to use all the information about a population. In addition, simple random design may be expensive in time and money. Selecting a random sample is accomplished with the aid of computer software, the table of random numbers, or a calculator with a random number generator. Drawing slips
12

out of a hat or ping-pong balls from a drum serves as alternative if every element in the sampling frame has an equal chance of selection. 3.3 DATA COLLECTION METHOD The data collected in two ways : Primary data Secondary data DATA COLLECTION METHOD The datas for the primary data is collected through questionnaire and from the workplace and internet for the secondary data. The questionnaire is a structured questionnaire. The question is designed using 5 point likert scale and the ranking sale were used to rank the factors. The following are the ratings for 5 - points scale Excellent = 5 Verygood = 4 Good = 3 Average = 2 Poor = 1

CHAPTER 4 ANALYSIS AND INTERPRETATION

13

4.1 SIMPLE PERCENTAGE METHOD TABLE 4.1.1 GENDER OF THE RESPONDENTS

Sl. No 1 2

Sex Male Female Total

No. of Respondents 192 8 200

Percentage 96.00 4.00 100

From the above table it is inferred that the 96.0% of the respondents are male and 4% of the respondents are female. Chart 4.1.1

TABLE 4.1.2 AGE GROUP OF THE RESPONDENTS

14

Sl. No 1 2 3 4

Age 18 25 26 35 36 45 above 45 Total

No. of Respondents 49 48 63 40 200

Percentage 24.5 24 31.5 20 100

From the above table it is inferred that the 32% of the respondents are aged between 36-45 years, 25% of the respondents are aged between 18-25 years, 24% of the respondents are aged between 26-35 years and 20% of the respondents are above 45. CHART 4.1.2

TABLE 4.1.3 MARITAL STATUS OF THE RESPONDENTS

15

Sl. No 1 2

Marital Status Married Single Total

No. of Respondents 121 79 200

Percentage 60.5 39.5 100

From the above table it is inferred that the 61% of the respondents are Married and 39% of the respondents are unmarried. CHART 4.1.3

TABLE 4.1.4 OCCUPATION OF THE RESPONDENTS

16

Sl. No 1 2 3 4 5

Occupation Government Business man Student Private Others Total

No. of Respondents 24 71 36 62 7 200

Percentage 12 35.5 18 31 3.5 100

From the above table it is inferred that the 36% of the respondents are business men, 31% of the respondents are private employee and 18% of the respondents are students. CHART 4.1.4

TABLE 4.1.5 EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

Sl. No

Education

No. of Respondents
17

Percentage

1 2 3 4 5

Tenth Twelfth UG PG Others Total

12 24 73 67 24 200

6 12 36.5 33.5 12 100

From the above table it is inferred that 37% of the respondents are Under graduates, 34% of the respondents are qualified post graduates and 12% of the respondents are qualified upto 12th standard. CHART 4.1.5

TABLE 4.1.6 INCOME LEVEL OF THE RESPONDENTS

Sl. No

Income Level

No. of Respondents
18

Percentage

1 2 3 4 5

Below Rs.5000 Rs.5001-10000 Rs.10001-15000 Rs15001-20000 Above 20000 Total

31 91 50 19 9 200

15.50 45.50 25.00 9.50 4.50 100.00

From the above table it is inferred that the 46% of the respondents are having an income of Rs.5001-10000 per month, 25.0% of the respondents are having an income of Rs.10001-15000 per month and 16% of the respondents are having an income of below Rs.5000 per month. CHART 4.1.6

TABLE 4.1.7 EARNING MEMBERS IN THE FAMILY

Sl. No

Earnings Members

No. of Respondents
19

Percentage

1 2 3 4

One Two Three Four Total

61 75 61 3 200

30.50 37.50 30.50 1.50 100.00

From the above table it is inferred that the 38% of the respondents family having Two members earning for their family, 30.50% of the respondents family having one and Three members earning for their family. CHART 4.1.7

TABLE 4.1.8 FAMILY SIZE OF THE RESPONDENTS

Sl. No

Family Size

No. of Respondents
20

Percentage

1 2 3 4 5

Two Three Four Five More than Five Total

10 46 75 29 40 200

5.00 23.00 37.50 14.50 20.00 100.00

From the above table it is inferred that the 38% of the respondents are having a family size of four members, 23% of the respondents are having a family size of three members and 20% of the respondents are having a family size of More than Five members. CHART 4.1.8

TABLE 4.1.9 BRAND PURCHASE BY THE RESPONDENTS IN EXCHANGE MELA Sl. No 1 Brand Apache RTR 160 No. of Respondents 48
21

Percentage 24.00

2 3 4 5 6 7 8 9

Victor Edge Star sport TVS Jive Victor GLX Apache Flame Apache RTR 180 TVS XL Total

6 2 12 30 35 19 45 3 200

3.00 1.00 6.00 15.00 17.50 9.50 22.50 1.50 100.00

From the above table it is inferred that 24% of the respondents purchased Apache RTR 160 in Exchange Mela, 23% of the respondents purchased Apache RTR 180 in Exchange Mela and 18% of the respondents purchased Apache in Exchange Mela. CHART 4.1.9

TABLE 4.1.10 USAGE OF VEHICLE

Sl. No 1 2

Using of Vehicle 1 - 3 Months 4-6 Months

No. of Respondents 8 19
22

Percentage 4.00 9.50

3 4 5 6

7Months - 1 Yrs 1 - 2 Yrs > 2 Yrs > 3 Yrs Total

42 38 59 34 200

21.00 19.00 29.50 17.00 100.00

From the above table it is inferred that the 30% of the respondents are using the vehicle for the past 2 years, 21% of the respondents are using the vehicle less than 1 year and 19% of the respondents are using the vehicle below 2 years. CHART 4.1.10

TABLE 4.1.11 NO. OF VEHICLE OWNED BY THE RESPONDENTS Sl. No 1

No. of Vehicles Only 1 Two-Wheeler

No. of Respondents 80

Percentage 40.00

23

2 3 4

2 Two-Wheeler 1 Two-wheeler & 1 Four-Wheeler More than 2 Two-wheeler & More than 1 Four-Wheeler Total

50 59 11 200

25.00 29.50 5.50 100.00

From the above table it is inferred that 40% of the respondents are having only 1 two-wheeler, 30% of the respondents are having 1Two-wheeler and 1 Four-Wheeler and 25% of the respondents are having 2 Two-Wheeler. CHART 4.1.11

TABLE 4.1.12 VEHICLE CONSIDERED BEFORE BUYING Sl. No 1 2 3 Company Name TVS Hero Honda Yamaha No. of Respondents 44 2 28
24

Percentage 41.90 1.90 26.67

4 5 6

Bajaj Honda Enfield Total

29 1 1 105

27.62 0.95 0.95 100

From the above table it is inferred that the 42% of the respondents have considered TVS Company before buying, 28% of the respondents have considered Bajaj Company before buying and 27% of the respondents have considered Yamaha Company before buying. CHART 4.1.12

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TABLE 4.1.13 VISITED ANY DEALERS BEFORE BUYING Sl. No 1 2 3 4 5 6 7 Visit Any Dealers Senthil Autos Supreme Sundram G M Motors M.G Bright motors Not Visited Dealers Total No. of Respondents 9 2 4 3 3 5 154 180 Percentage 5 1 2 2 2 3 86 100

From the above table it is inferred that the 86% of the respondents did not visit any other dealers before buying the vehicle, 5% of the respondents have visit Hero Honda (Senthil Autos) dealers before buying the vehicle, 3% of the respondents have visit Standard TVS(Bright motors) dealers before buying the vehicle. CHART 4.1.13

TABLE 4.1.14 MODE OF PURCHASE

26

Sl. No 1 2 3

Mode of Purchase Ready Cash Hire Purchase Others Total

No. of Respondents 38 162 0 200

Percentage 19.00 81.00 0.00 100.00

From the above table it is inferred that the 81% of the respondents have availed hire purchase facility for his vehicle, and 19% of the respondents purchased for cash. CHART 4.1.14

TABLE 4.1.15 ARRANGEMENTS OF FINANCE

27

Sl. No 1 2

Arrangement of Finance Myself Dealers Total

No. of Respondents 35 127 162

Percentage 21.60 78.40 100.00

From the above table it is inferred that the 78% of the respondents have arranged their finance by Dealers and 22% of the respondents have arranged finance facility by themselves. CHART 4.1.15

TABLE 4.1.16 SPECIAL OFFER BY THE DEALERS IN EXCHANGE MELA

28

Sl. No 1 2

Special Offer Yes No Total

No. of Respondents 35 165 200

Percentage 17.50 82.50 100.00

From the above table it is inferred that the 83% of the respondents are not having any special offer by the dealers. CHART 4.1.16

TABLE 4.1.17 INFLUENCERS INFLUENCE THE VEHICLE PURCHASE

29

Sl. No 1 2 3 4 5 6 7

Choosing the mode of purchase Self mode Friends Dealers Approach Family Members Advertisements Mechanics Others Total

No. of Respondents 22 30 8 24 104 12 0 200

Percentage 11.00 15.00 4.00 12.00 52.00 6.00 0.00 100.00

From the above table it is inferred that 52% of the respondents decision is through advertisement 15% of the respondents choose purchasing the vehicle on the friends wish and 12% of the respondents choose purchasing the vehicle on the family members wish. CHART 4.1.17

TABLE 4.1.18 ADVERTISEMENT OF THE VEHICLE

30

Sl. No 1 2

Advertisement of Vehicle Yes No Total

No. of Respondents 133 67 200

Percentage 66.50 33.50 100.00

From the above table it is inferred that the 67% of the respondents have seen the advertisement of their vehicle. CHART 4.1.18

TABLE 4.1.19 ADVERTISEMENT ABOUT THE EXCHANGE MELA

31

Sl. No 1 2

Advertisement about Exchange Mela Yes No Total

No. of Respondents 104 96 200

Percentage 52.00 48.00 100.00

From the above table it is inferred that the 52% of the respondents have known the advertisement about the exchange mela conducted by Lotus TVS. CHART 4.1.19

TABLE 4.1.20 ADVERTISEMENT OF THE OTHER DEALERS

32

Sl. No 1 2

Advertisement of Other Dealers Yes No Total

No. of Respondents 109 91 200

Percentage 54.50 45.50 100.00

From the above table it is inferred that the 55% of the respondents have known other dealers advertisement. CHART 4.1.20

TABLE 4.1.21 OPINION ABOUT THE ADVERTISEMENT OF OTHER DEALERS

33

Sl. No 1 2 3 4 5

Opinion about the advertisement Excellent Very Good Good Average Poor TOTAL

No. of Respondents 4 37 48 15 5 109

Percentage 3.67 33.94 44.04 13.76 4.59 100.00

From the above table it is inferred that the 44% of the respondents are feel Good about the dealers advertisement, 34% of the respondents are feel Very Good about the dealers advertisement. CHART 4.1.21

TABLE 4.1.22 CHANGING IDEA OF VEHICLE Sl. No Changing Idea of No. of Respondents
34

Percentage

Vehicle 1 2 Yes No 78 122 200 39.00 61.00 100.00

From the above table it is inferred that the 61% of the respondents are having no idea of changing their vehicle in near future. CHART 4.1.22

TABLE 4.1.23 REASONS FOR CHANGING VEHICLE

35

Reason for Changing Sl. No 1 2 3 4 Vehicle Mileage Old Model Poor Performance New Model TOTAL No. of Respondents 45 80 40 35 200 Percentage 22.5 40 20 17.5 100

From the above table it is inferred that the 40% of the respondents have said that their vehicle changed because of Old Model, 23% of the respondents have said that their vehicle changed because of Mileage and 20% of the respondents have said that their vehicle changed because of Poor Performance. CHART 4.1.23

TABLE: 4.1.24 SATISFACTION LEVEL OF OF CUSTOMERS TOWARDS OVER ALL SERVICE PROVIDED DURING EXCHANGE MELA Sl. No CATEGORY NO OF RESPONDENTS
36

PERCENTAGE

1 2 3 4 5

Highly satisfied Satisfied Neither satisfied nor Dissatisfied Dissatisfied Highly dissatisfied Total

104 73 22 1 0 200

52 36.5 11 0.5 0 100

From the above table it is inferred that 52% of the respondents are Highly satisfied, 36.5% of the respondents are Satisfied and 11% of the respondents are Neither satisfied nor Dissatisfied. CHART 4.1.24

4.2 WEIGHTED AVERAGE CALCULATION TABLE 4.2.1 WEIGHTED AVERAGE FOR FACTORS MOTIVATED TO BUY TWO WHEELER IN EXCHANGE MELA Factors 1.Fair price of 1 67 2 36 3 35
37

4 36

5 TOTAL WAVG RANK 26 200 34.5 1

the earlier vehicle 2.Instant finance 3.Display of models 4. Availability of colors and new models 5.Sales people approach CALCULATION: WiXi Wi Xi = factor Wi = weight (Rank) 67*1+36*2+35*3+36*4+26*5 = = ------------------------------------15 34.5 (Least Value) Rank 1 From the above table it is inferred that the respondents ranked 1 for the fair price of their early vehicle and rank 2 for the instant finance and 3rd rank for display of models TABLE 4.2.2 WEIGHTED AVERAGE FOR GENERAL ADVERTISEMENT Type of ad/ your rating TV commercial
38

50 33 18

40 34 26

45 45 65

36 32 43

29 200 56 200 48 200 45.1 45.7 4 5 42.9 3 36.9 2

20

28

56

38

58 200

X =

Excellent Very Good

Good Average Poor TOTAL WAVG RANK

109

50

40

0 200 22.2 1

News paper Magazines Posters & Banners FM Internet

40 63 44 12 83

35 28 48 46 68

60 45 63 65 42

40 22 24 43 4

25 42 21

200 200 200

38.3 36.8 35.3 42.7 25.1

5 4 3 6 2

34 3

200 200

CALCULATION: WiXi Wi Xi = factor Wi = weight (Rank) 109*1+50*2+40*3+1*4+0*5 = = ------------------------------------15 22.2 (Least Value) Rank 1 X =

From the above table it is inferred that the respondents ranked 1 for Tv commercials, rank 2 for internet and 3rd rank for posters & Banners. TABLE 4.2.3 WEIGHTED AVERAGE FOR TYPE OF ADVERTISEMENT BY DEALERS Type of ad/ your rating Local TV channel Local news paper
39

Excellent

Very

Good 32 56

Average 36 42

Poor TOTAL 38 200 37.9 38.4 4 5 26 200 WAVG RANK

Good 50 44 42 34

News Paper inserts like leaflets Wall posters & paintings Banners & Hoardings Trade show & Exhibition CALCULATION:

83

32

46

23

16 200 30.5 37.6 41.3 25.7 2 3 6 1

34 14 98

46 48 46

65 67 34

32 46 16

23 200 25 200 6 200

WiXi Wi Xi = factor Wi = weight (Rank)

X =

98*1+46*2+34*3+16*4+6*5 = = ------------------------------------15 25.7 (Least Value) Rank 1 From the above table it is inferred that the respondents ranked 1 for Trade show and exhibition and rank 2 for newspaper inserts like leaflets and 3rd rank for wall posters & paintings.

40

4.3 CHI SQUARE TEST TABLE 4.3.1 SATISFACTION LEVEL OF INCOME AND MODE OF PURCHASE
Mode of purchase Income

Hire Purchase 5 24 42 18
41

Ready Cash 4 7 8 1

Grand Total 9 31 50 19

Above Rs.20000 Below Rs.5000 Rs.10001-15000 Rs.15001-20000

Rs.5001-10000 TOTAL Null Hypothesis (H0) Alternate Hypothesis (H1) Level of Significance Degrees of Freedom : : : : = =

73 162

18 38

91 200

There is no significant difference between Income and mode of purchase. There is significant difference between Income and mode of purchase. 5% (5-1) (2-1) 4 ( O E) 2 E 6.70 9.488

(r-1) (c-1)

= = =

Calculated value Table value CONCLUSION

Since the calculated value is less than Table Value, we accept Null Hypothesis and there is no significant difference between income and mode of purchase. TABLE 4.3.2 SATISFACTION LEVEL OF OCCUPATION AND MODE OF PURCHASE
Mode of purchase Occupation

Hire Purchase 20 60 6 46 30

Ready Cash 4 11 1 16 6

Grand Total 24 71 7 62 36

Agri Business Men Govt. Emp Private Emp. Students

42

TOTAL Null Hypothesis (H0) Alternate Hypothesis (H1) Level of Significance Degrees of Freedom : : : : = =

162

38

200

There is no significant difference between occupation and mode of purchase. There is significant difference between occupation and mode of purchase. 5% (5-1) (2-1) 4 ( O E) 2 E 2.75 9.488

(r-1) (c-1)

= = =

Calculated value Table value CONCLUSION

Since the calculated value is less than Table Value, we accept Null Hypothesis and there is no significant difference between Occupation and mode of purchase. CHAPTER 5 5.1 FINDINGS 32% of the respondents have purchased their vehicle in exchange Nearly 36% of the respondents who owned TVS vehicle are 37% of the respondents under the sample population who purchased

mela are aged between 36-45 years. Businessmen. TVS brand in exchange mela are Under graduates.
43

46% of the contribution to the sample size comes from the category 24% of the respondents have purchased Apache RTR 160 in exchange Nearly 30% of the respondents were using a two-wheeler for more

who earns 5001 10000 per month. mela.23% of the respondents have purchased . Apache RTR 180 than 2-years.17% of the respondents were using a two-wheeler for more than 3-years. 40% of the respondents owns only one two-wheeler.6% of them 42% of the respondents from the sample size considered HERO posses more than 2 two-wheeler & more than 1 four-wheeler. HONDA before buying TVS in exchange mela. One respondent have considered Honda and Enfield before buying, this shows they are not having reputed brand and new model respectively. 86% of the customers did not visited any dealer before buying. 81% of the respondents purchased their vehicle by availing HIRE Among the hire purchased respondents for 78% of them the hire 83% of the respondents did not received any special offer from the Advertisements has played a significant role in the reach of the mela

PURCHASE facility in exchange mela. purchase was arranged by the dealer. dealer. since 52% of the respondents came to know about the mela and chooses to buy through that media. 67% of the respondents have watched the advertisements of their vehicle, among them 44% of them feel good about advertisement and 34% of them feel very good about it. future.
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61% of the respondents have no idea of changing their vehicle in near

Nearly 40% of the respondents reported Old Model as their problem

for changing their vehicle. 23% of them changed their vehicle because of Mileage problem. Mostly of the 5-point scale for the facilities provided in exchange Most of the respondents ranked 1 for the fair price of their old vehicle. mela have got more than average.

52% of the respondents are Highly satisfied, 36.5% of the respondents are

Satisfied and 11% of the respondents are Neither satisfied nor Dissatisfied.

5.2 SUGGESTIONS Advertisements and word of mouth publish has played a major role in exchange mela, so the dealer can concentrate more on havent seen the advertisement. attractive advertisements to gain more customers. Since 48% of the respondents

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 102 respondents belong to other brand exchanged their vehicle in the mela rest of them are already customers of TVS owing tvs XL have upgraded their vehicle from TVS XL to gear vehicle, so dealer can focus on other brand owners to make them to come to mela. No special offer was provided along with purchase of vehicle, so dealer should plan for providing attractive special offer. The dealer should concentrate on all group of peoples to purchase their vehicle . The company should introduce vehicle with high mileage and with good performance to avoid customers shifting to other brands. Advertisement should be through all medias to reach all people. General Suggestions to make a good customer Greet the customer warmly Diagnose the customer Become customer minded Motivate your customer by appropriate use of buying motive technique Establish value for money Serve the customer to make him delighted The satisfied customer Your Best advertisement medium

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5.3 CONCLUSION The study revealed various factors, which influenced the purchasing behavior of the customer towards exchange mela. From the findings and suggestions the following conclusion are made. Form the analysis revealed that, majority of the respondents are satisfied with the fair price of their old vehicle, and the mileage problem in their old vehicle has made them to go for change. The study could be more effective if the geographical area and sampling size is increased. Anyhow possible amount of clear picture is formatted from the report. The study is further suggested for improvements and to identify the various factors to improve their proceedings in exchange melas. This study will support the future action plan of the organization.

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APPENDIX General Information: 1.Name of the Respondent : _________________________ 2.Place: _______________________ 3.Sex: Male 4.Age: 18-25 5.Marital Status: 26-35 Married 36-45 Single Student Businessman Private 45 and above Female

6.Occupation: Government

others please specify___________________ 7.Education: Tenth U.G Twelfth P.G Others _______________________________ 8.Income level of the family: (per month) Below Rs. 5,000 Rs. 5,001-10,000 Rs.10, 001-15,000 9.Earning members of the family: One Two Three Four Rs. 15,001-20,000 Above Rs. 20,000

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10.Family Size: Two Five Three More than Five Four

11.Which brand of vehicle you own please mention :_________________________ Model___________________ 12.How long have you been using this vehicle : 1-3 months 1 year 2 years 13.How many vehicles do you own: Only one 2 wheeler More than one 4 wheeler 14.What are the brands and capacity of engine you considered before buying this vehicle Bajaj Enfield Hero Hondo Honda TVS Yamaha Two 2 wheelers More than one 2 wheeler and 4-6 months more than 2 years 7 months 1 year More than 3 Years

One 2 wheeler& one 4 wheeler

15.Did you visit any other dealers before buying this vehicle Yes No

If yes, please mention ______________________________

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16. What is the mode of purchase? Ready cash hire purchase others

17. If hire purchase from which finance company you availed this facility ____________________ The hire purchase was arranged by myself the dealer

18. Was there any special offer provided by the dealer along with the vehicle? yes 19. How did you choose this brand? Self made Friends recommendation Dealers approach Family Members Mechanics recommendation Advertisements No

others, please Specify__________________ 20. Please rank the factors which motivated you to buy the two wheeler in the exchange mela. Factors 1.Fair price of the earlier vehicle 2.Instant finance 3.Display of models 4. Availability of colors and new models 5.Sales people approach 21. Have you come across any advertisement about your bike?
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 Yes

No

22. If yes, where have you seen it? Please be more specific about the advertisement and how would you rate the ad Type of ad/ your rating TV commercial News paper Magazines Posters & Banners FM Internet Excellent Very Good Good Average Poor

23. Have you seen any advertisement about the dealers exchange mela? Yes No

24. Where have you seen the advertisement and how would you rate the ad Type of ad / your rating Local TV channel Local news paper News Paper inserts like leaflets Wall posters & paintings Banners & Hoardings Trade show & Exhibition 25. Have you seen the advertisements of any other dealer? Yes No Excellent Very Good Good Average Poor

26. How would you rate advertisement? Excellent Average Very good Poor Good

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27. Do you have an idea of changing your vehicle in the near future? Yes 28. If yes, will you buy? The same brand Different brand from the same company Some other brand from different company 29. Satisfaction level of of customers towards over all service provided during exchange mela Highly satisfied dissatisfied 30. General suggestions if any: ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ Satisfied Neither satisfied nor dissatisfied Highly dissatisfied No

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REFERENCE 1. Philip Kotler, Marketing Management The millennium Edition, Prentice Hall Of India, New Delhi 2. Leon G.Schiffman and Lesilie Lazar Kanuk Edition, Prentice Hall of India, New Delhi. 3. C.r.Kothari Research Methodology Second Edition, Wishwa Prakashan, New Delhi. 4. S.P.Gupta Statistical Method Twenty Ninth Edition, Sulthan Chand & Sons, New Delhi. 5. Donald R.Copper and Pamela S.Schindler Business Research Methods Sixth Edition, Tata McGraw-Hill Edition. Consumer Behaviour Seventh

WEBSITES:
www.tvsmotor.co.in www.automart.com www.whatcustomerswant.org

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