A Study On Customer satisfaction of

TVS Apache RTR 160

Submitted
By
SAGAR SAHA
TOPIC:
A study on Customer Satisfaction level of
TVS APACHE RTR 160

Company: SREEMAA MOTORS

Submitted by: SAGAR SAHA
ID NO: 16ATUA058
BATCH: 2016-19
Submitted To :- Trinankur dey sir
 Contents
Chapter 1 Abstract
Introduction
Objectives
 Methodology
Purpose & scope of the study
Limitations

Chapter 2 Profile of TVS

Product Profile

Chapter 3 Data analysis and Interpretations

Chapter 4 Conclusion and Recommendations

Questionnaire
Reference
ABSTRACT

 In a competitive marketplace where businesses

compete for customers, customer satisfaction is
seen as a key differentiator and increasingly has
become a key element of business strategy. The
project deals with people’s perception about TVS
Company in Agartala with special focus on the
newly launched TVS APACHE RTR 160”Customer
satisfaction" is the important statement in this
project.
 Introduction
 It has been found that due to reasonable price , satisfying
looks and pretty good mileage the consumers are more
attracted to buy this bike . Apache RTR 160 is strongly built
body which is very smooth and comfortable to
ride .Customers are satisfied with the after sales services and
they are giving excellent services to their customers . Apache
RTR 160 is one of the Apache models of TVS which are
widely popular for their different look and super comfort .
Due to quality , looks , and very good stability the customers
are satisfied with The Apache RTR 160 .
 Objective of the study

 
 To study the Customer satisfaction on
APACHE RTR 160 in Agartala.
 Methodology
Survey research is the systematic gathering of information from respondents
for the purpose of understanding and/or predicting some aspects of the behaviour
of the population of interest. It is the most common method of collecting primary
data for marketing decisions. The survey research must be concerned with
sampling, questionnaire design, questionnaire administration and data analysis.
The administration of questionnaire to an individual or group of individuals is
called an interview.

The report has been prepared as per the information obtained

from two sources. They are:
1. Primary data
2. Secondary data

Sample size – 50 customers , Survey Area – Agartala ,

Data selection Process – Survey purpose,
Data analysis - Percentage method , Table , Grade .
 
Purpose and scope of the study

The Purpose of the Study -1)To understand

and measure the customer satisfaction level of TVS
Apache RTR 160 bikes. 2) To understand what are
the customer requirements and improvement
required by the service providers.

The satisfaction level of the customer study

will help to know the performance Sreemaa Motors
& it will also help the management emphasizing on
their weaker areas for improvement .
 
 Limitation
 The study is limited to the people in Agartala.
PROFILE OF TVS MOTOR COMPANY

TVS Motor Company is a multinational motorcycle

company headquartered at Chennai, India. It is the
third largest motorcycle company in India with a
revenue of over ₹20,000 cr. in 2018-19. The
company has an annual sales of 3 million units and
an annual capacity of over 4 million vehicles. TVS
Motor Company is also the 2nd largest exporter in
India with exports to over 60 Countries.
TVS Motor Company Ltd (TVS Motor), a member of
the TVS Group, is the largest company of the group
in terms of size and turnover.
 About The Bike

The Apache RTR 160 is the highest selling bike in the RTR
series. This was possible due to its pricing and the way the
bike looks.

Based on the old RTR platform, The Apache RTR 160 is

targeted towards young buyers, who are looking for more
than just a regular motorcycle. In order to attract these set
of buyers, TVS has equipped this sports gets new alloy
wheels, black rubber bellow on the front forks, a new grab
rail and a new silencer. The handlebar has been slightly
lowered and is also flatter for better handling.
 Age of Customers
Percentage of Customers
2%
26%
34%
18-25
25-30
30-35
35-40
40-Above

38%

INTERPRETATION :- From the above diagram we can see that 34% of the respondents
are within the age of 18-25, 38% from 25-30 range, 26% from 30-35 range, no one from 35-
40 range and 2% from 40-above range who has The Apache RTR160.
Gender of the customers
Percentage of Customers

male
female

100%

INTERPRETATION – From this above diagram we can see that 100% respondents
are male who has The Apache RTR160 .
 Occupation of the customers

Percentage of Customers

16%
professional
24%
Businessman
Employee
Student
Student

14%

46%

INTERPRETATION- From this above diagram we can see that out of 50 respondents 16%
are businessman, 14% are student, 46% are employee, and 24% are various professionals
who has The Apache RTR160.
Factors Influencing Customers to buy the bike

Percentage of Customers

2% 2%
4%

Friend’s opinion
Price
Advertisement
Family opinion
Self Infuence

92%

INTERPRETATION- From this above diagram we can see that out of 50

respondents 4% bought the bike for Friend’s opinion, 2% Advertisement ,
2% family opinion ,0% for price and 92% by Self Influence.
Best feature according to customers

Percentage of Customers
2%

40% Mileage
Looks
52%
Stability
Comfort

6%

INTERPRETATION- From this above diagram we can see that out of 50 respondents ,
2% think mileage is the best feature , 6% think of Stability , 40% think Looks and 56%
think comfort is the best feature of The Apache RTR 160.
Colour of the bike
Percentage of Customers

10%

Matt Blue
Shine Black

90%

INTERPRETATION- From this above diagram we can see that out of 50 respondents ,
90% has Shine Black and 5% has Matt Blue .
Level of satisfaction with the colour of bike

Percentage of Customers

20%
6%

Highly Satisfied
Satisfied
Average
Un-satisfied
Highly un-satisfied

74%

INTERPRETATION- From this above diagram we can see that out of 50 respondents ,
6% are satisfied , 74% are satisfied ,20% are highly satisfied and no one is un-satisfied or
highly un-satisfied .
Satisfaction level of Customer with the warranty service

Percentage of Customers
2%

32%
Highly Satisfied
Satisfied
Average
Un-satisfied
Highly un-satisfied

66%

INTERPRETATION- From this above diagram we can see that out of 50

respondents , No one is highly satisfied , 66% are satisfied , 32% are
average , 2% are unsatisfied and no one is highly unsatisfied .
Problems experienced by the customers
with the bike
Percentage of Customers

6%

Yes
No

94%

INTERPRETATION- From this above diagram we can see that out

of 50 respondents , 94% has no problem but 6% has some issues .
Where customers purchase required spare
parts
Percentage of Customers

14%

At show room
At Retail Outlets

86%

INTERPRETATION- From this above diagram we can see that out of 50

respondents 14% prefer Retail outlets and 86% prefer Show room .
Customers opinion about Service charges

Percentage of Customers
30%

Affordable
Costly

70%

INTERPRETATION- From this above diagram we can see that out of 50

respondents , 70% think of it as costly while 30% think its Affordable .
Satisfaction level from the following
characteristics
CHARACTERISTI VERY GOOD GOOD AVERAGE BAD VERY BAD

CS

Price of the 2 34 14 0 0

product

Engine 3 26 21 0 0

performance

Maintenance Cost 1 21 28 0 0

Comfort 22 27 1 0 0

Cost of Spare 0 26 24 0 0

parts

Mileage 0 6 36 8 0

Suspention 2 42 6 0 0

Stability 4 41 5 0 0

Looks 21 29 0 0 0
Satisfaction level from following factors
in service
FACTORS HIGHLY SATISFIED AVERAGE UN-SATISFIED HIGHLY UN-
SATISFIED SATISFIED

Delivery time 5 35 9 1 0

Availability of spare 3 20 24 3 0
parts

Cost of spare parts 2 17 31 0 0

Attitude of service 7 13 17 13 0
providers

Cost of service 1 31 18 0 0
Overall satisfaction from TVS Apache
RTR160
Percentage of customers

18%
10%

Fully Satisfied
Satisfied
Average
Un-satisfied
Fully un-satisfied

72%

INTERPRETATION- From this above diagram we can see that out of 50

respondents ,10% are on Average , 72% are Satisfied , 18% Fully Satisfied and no on is Un-
satisfied or Fully Un-satisfied .
 CONCLUSION

It has been found that due to reasonable

price ,satisfying looks and pretty good mileage the
consumers are more attracted to buy this bike . The
Apache RTR160 has strongly built body which is very
smooth and comfortable to ride .Customers are
satisfied with the after sales services and the show
room is giving excellent services to their customers .
The Apache RTR 160 is one of the RTR
models of TVS which are widely popular for their
different look and super comfort . Due to quality ,
looks , and very good stability the customers are
satisfied with The Apache RTR 160.
 RECOMMENDATIONS
 Some of the customers pointed out that their are some problem
with their Chains , the said it keeps going loose . It should be
taken care of .

 26% customers said that the service provider’s attitude were rude
.This is a serious problem and company should look into it .

 Some of the customers complaint that most of the time the spare
parts are not available in the market .
QUESTIONNAIRE
 Reference
 https://www.TVSmotor.com/TVS-in-brief
 https://
en.wikipedia.org/wiki/TVS_Motor_Company
 https://
www.bikewale.com/TVS-bikes/apache-160/
Thank You