A STUDY AND ANALYSIS

OF CUSTOMER
SATISFACTION OF TATA
.MOTORS
SUBMITTED TO, SUBMITTED BY,
DR. RAHUL VISEN AKASH SINGH
HEAD OF DEPARTMENT B.B.A.6TH SEMESTER
DEPT. OF BUSINESS ADMINISTRATION ROLL NO. = 2080117251006
M.L.K.P.G. COLLEGE M.L.K.P.G. COLLEGE
BALRAMPUR, U.P. BALRAMPUR, U.P.
COMPANY PROFILE

 The company was established in 1935 as a Locomotive manufacturing unit and later
expanded its operations to commercial vehicle sector in 1954 after formating a joint
venture With Daimler-Benz AG of germany.

 RATAN N TATA is the chairman of Tata Sons, the Tata Motors Promoter Company.

 Tata MotorsLTD is a multinational corporation headquartered in Mumbai, India. Part of

the Tata Group, it was formerly known as TELCO (TATA Engineering and locomotive
Company). Tata Motors has a consolidated revenue of USD 16 billion after the acquisition
of British automotive brands Jaguar and Land Rover in 2008.
COMPANY PROFILE

 The company is the world’s fourth largest truck manufacturer, and the world’s second
largest bus manufacturer.

 The company’s employees are guided by the vision to be “ Best in the manner in which
we operate, best in the products we deliver, and best in our value system and ethics.”

 Tata motors is also expanding it’s international footprint, established through exports
since 1961.
COMPANY PROFILE

 Tata Motors is committed to improving the quality of life of communities by working on

four thrust areas – EMPLOYABILITY, EDUCATION, HEALTH AND
ENVIRONMENT.
OBJECTIVE 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 suggestions for promotional measures to increase the customer satisfaction.

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 balrampur city.
The collection of data will be done with the help of a structured questionnaire.
The designing of questionnaire nedds precision and classification of the subject, so that the
respondents can easily understand the question and can answer it sincerely and correctly.
RESEARCH METHODOLOGY

 Sources of Data

 Primary Data :-

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

 Secondory Data :-

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

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 respondents was considered as a single unit in the survey.
4. Sample size:
The sample was done taking 100 units.
RESEARCH METHODOLOGY

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, Bar Chart,
Line Chart and Pie Chart
7. Area Selected:
Survey was conducted in Balrampur City.
FINDINGS

 29% of the customer opted Tata vehicle basing on the brand name, 23% basing on the
model, 21% basing on the quality, 14% basing on other benefits and 13% basing on the
price.
 45% of the customers are satisfied about the explanation about the benefits, features, etc.,
at the time of purchase, 27% are very satisfied, 12% very satisfied, 12% are somewhat
dissatisfied, 4% are delighted and 12% had not responded to the above question.
 42% of the customers are satisfied by the reception of the sales personnel at the time of
enquiry, 30% are very satisfied, 12% are delighted, 4% are somewhat dissatisfied and
12% had not responded to the above question.
FINDINGS

 50% of the customers are very satisfied by the reception of the service advisor, 30% are
satisfied, 11% are delighted and 9% are somewhat dissatisfied.
 44% of the customers are very satisfied by the time taken to open job card, 25% are
satisfied, 23% are delighted and 8% are somewhat dissatisfied.
 46% of the customers are satisfied by the attitude of the service personnel, 28% are very
satisfied, 40% are somewhat dissatisfied, 11% are delighted and 1% very dissatisfied.
 51% of the customers are satisfied by the facilities of the service station, 20% are very
satisfied, 11% are somewhat dissatisfied and 8% are delighted.
FINDINGS

 73% of the customers say that they are being informed if any extra job is required to their
vehicle. Whereas 27% of the customers are not informed about the extra job required for
their vehicle.
 85% of the customers say that the service is being attended correctly to relevant
complaint. Whereas 15% feel that the service is not attended correctly to relevant
complaint.
 40% of the customers are very satisfied with the solutions to all the problems reported by
them, 34% are satisfied, 16% are somewhat dissatisfied, 6% are delighted and 4% are
very dissatisfied.
FINDINGS

 53% of the customers are very satisfied with the quality of washing, 27% are satisfied,
12% are delighted, 7% are somewhat dissatisfied and 1% is very dissatisfied.
 34% of the customers are satisfied with the delivery made from the service station, 33%
are very satisfied, 19% are somewhat dissatisfied, 10% are delighted and 9% are very
dissatisfied. 41% of the customers are very satisfied with the explanation of job done and
bill at the time of delivery, 37% are satisfied, 12% are somewhat dissatisfied and 10% are
delighted.
 46% of the customers are satisfied with the general appearance of the workshop, 40% are
very satisfied, 8% are delighted, 4% are somewhat dissatisfied and 2% are very
dissatisfied.
RECOMMENDATION

 Prompt delivery of the vehicle should be made.

 Top priority must be given to taxes and long distance vehicles then local vehicles.
 Facilities like A/C Newspapers, Drinking water and weeklies must be provided and they
must be up to the standards in cutomer waiting room.
 A seperate phone must be made available to deal with customers to inform then whether
the service station is ready to accept their vehicle for service.
 The organization must appoint persons to deal with the customers in phone and to explain
the customers about the job done at the time of delivery.
 Shelter must be their while going through job card.
RECOMMENDATION

 The organization must instruct the workers not only to considers the job card they must
also go through the vehicle and if they find and things extra jobs to be done them they
must inform the owner and they must entire it in job card and then go through the work.
 Labour charges should be decreased.
 Service reminders should be sent regularly.
 Billing should be made faster.
CONCLUSION

The overall performance of the service in the workshop is satisfactory to many of the customers.
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
problems 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 be increased.
 Check list should be maintained so that any other extra jobs that the customers are unaware can be
solved.
CONCLUSION

If the problems identified are solved effectively, then the customer satisfaction level
increases on the organization.