A Study on Customer Satisfaction at Tvs Motors” By
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Internship Report On “A STUDY ON CUSTOMER SATISFACTION AT TVS MOTORS” BY NANDAN KUMAR T (1NZ14MBA75) Submitted to VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUM In partial fulfillment- of the requirements for the award of the degree of MASTER OF BUSINESS ADMINISTRATION Under the guidance of INTERNAL GUIDE EXTERNAL GUIDE MR.SANCHARAN ROY GIRISH SHEETY Professor Department Of Management Studies Senior Executive Department Of Management Studies NEW HORIZON COLLEGE OF ENGINEERING OUTER RING ROAD, MARATHALLI, BANGALORE 2015-2016 ACKNOWLEDGEMENT With great enthusiasm and pleasure I am bringing out this project report here. I am really grateful to certain immensely helpful individuals who have put out their entire self to accomplish what I have gained in the form of this project. I use this opportunity to express heartiest gratitude for the support and guidance offered to me from various sources during the course of completion of my project. I would like to thank Dr. MOHAN MANGHNANI chairman, NEW HORIZON COLLEGE OF ENGINEERING for giving me a golden opportunity to carry in this esteemed institution. I am extremely grateful to my principal Dr. MANJUNATHA for providing the necessary facilities. I acknowledge my sincere gratitude to Dr.SHEELAN MISRA (HOD) Department of management studies for helping us to do this work for our academic growth and development and for her valuable time for showing me the way through her expert guidance, to present this project as per schedule. I would like to thank my guide Dr SANCHARAN ROY for her significant commitment of guidance, support, encouragement and valuable suggestions over the span of the project work. I extend my sincere gratitude to Mr. Girish, Senior Executive, for giving me the time and information needed for making this assignment success. This leaf of acknowledgement would not be complete without a special word of thanks to all the other faculty members and my well-wisher’s whose moral support, encouragement and love have enabled me to successfully bring out this project. NANDAN KUMAR T USN: 1NZ14MBA75 TABLE OF CONTENTS CHAPTER NO TITAL PAGE NO 1 1.INTRODUTION ABOUT THE INTERNSHIP 1-7 1.1Topic for the study 1.2 Need for the study 1.3 Objective of the study 1.4 Scope of the study 1.5 Methodology adopted 1.6 Literature Review 1.7 Limitation of the study 2 INDUSTRY AND COMPANY PROFILE 9-23 3 THEORITICAL BACKGROUND OF STUDY 25-27 4 DATA ANALYSIS AND INTERPRETATION 28-69 5 SUMMARY OF FINDINGS, SUGGESTION AND 70-73 CONCLUSION 6 BIBLIOGRAPHY 74 7 QUESTIONARIES 75-81 LIST OF TABLES TABLE NO PARTICULARS PAGE NO 1 TABLE SHOWING AGE OF RESPONDENTS 28 2 TABLE SHOWING EDUCATION OF 30 RESPONDENTS 3 TABLE SHOWING TIME SPENT BY THE SALES 32 PERSON WITH CUSTOMER TO EXPLAIN EVERYTHING ABOUT THE VEHICLE 4 34 TABLE SHOWING THAT VEHICLE IS DELIVERED ON PROMISED TIME 5 TABLE SHOWING WHETHER YOU WERE OFFERED 36 A TEST DRIVE DURING THE VISIT TO THE SHOWROOM 6 TABLE SHOWING TVS TWO WHEELER VEHICLE 38 PERFORMANCES 7 TABLE SHOWING LEVEL OF SATISFACTION 40 FOR THE SERVICE PROVIDED BY THE DEALER 8 TABLE SHOWING WHETHER THE BRAND 42 NAME PLAYS AN IMPORTANT ROLE IN PURCHASED OF TVS TWO WHEELER OR NOT 9 TABLE SHOWING THE REASONS TO 44 PURCHASE TVS VEHICLES 10 TABLE SHOWING TVS VEHICLE OWNED 46 11 TABLE SHOWING IMPROVEMENTS NEEDED IN 48 SERVICE FROM TVS COMPANY 12 TABLE SHOWING DIFFERENT PROBLEMS THAT 50 CUSTOMERS FACE AT THE TIME OF SERVICE OF VEHICLE 13 TABLE SHOWING HOW CUSTOMERS FEEL ABOUT 52 AFTER SALES SERVICES PROVIDED BY THE DEALERS 14 TABLE SHOWING FACTORS CONSIDERED WHILE 54 BUYING BIKE 15 TABLE SHOWING CUSTOMERS FEEL ABOUT THE 56 PRICE OF VEHICLE 16 TABLE SHOWING COMFORTABLENESS WHILE 58 RIDING THE BIKE 17 TABLE SHOWING PROMOTIONAL ACTIVITY 60 ATTRACTED CUSTOMERS TO BUY THIS BIKE 18 TABLE SHOWING KIND OF FINANCIAL 62 ASSISTANCE THAT CUSTOMERS HAVE TAKEN WHILE PURCHASING 19 TABLE SHOWING THE BEST MARKET PROMOTION 64 STRATEGY 20 TABLE SHOWING THE TVS DIFFERENT FROM OTHER 66 BIKES TO REACH ITS TOP STAGE OF PROMOTION LIST OF GRAPHS GRAPHS NO PARTICULARS PAGE NO 1 GRAPHSHOWING AGE OF RESPONDENTS 29 2 GRAPHSHOWING EDUCATION OF RESPONDENTS 31 3 GRAPH SHOWING TIME SPENT BY THE SALES 33 PERSON WITH CUSTOMER TO EXPLAIN EVERYTHING ABOUT THE VEHICLE 4 GRAPH SHOWING THAT VEHICLE IS DELIVERED ON 35 PROMISED TIME 5 GRAPH SHOWING THAT VEHICLE IS DELIVERED ON 37 PROMISED TIME 6 GRAPH SHOWING TVS TWO WHEELER VEHICLE 39 PERFORMANCES 7 GRAPH SHOWING LEVEL OF SATISFACTION 41 FOR THE SERVICE PROVIDED BY THE DEALERS 8 GRAPH SHOWING WHETHER THE BRAND NAME 43 PLAYS AN IMPORTANT ROLE IN PURCHASED OF TVS TWO WHEELER OR NOT 9 GRAPH SHOWING THE REASONS TO PURCHASE 45 TVS VEHICLES 10 GRAPH SHOWING TVS VEHICLE OWNED 47 11 GRAPH SHOWING IMPROVEMENTS NEEDED IN 49 SERVICE FROM TVS COMPANY 12 GRAPH SHOWING DIFFERENT PROBLEMS THAT 51 CUSTOMERS FACE AT THE TIME OF SERVICE OF VEHICLE 13 GRAPH SHOWING HOW CUSTOMERS FEEL ABOUT 53 AFTER SALES SERVICES PROVIDED BY THE DEALERS 14 GRAPH SHOWING FACTORS CONSIDERED WHILE 55 BUYING BIKE 15 GRAPH SHOWING CUSTOMERS FEEL ABOUT THE PRICE 57 OF VEHICLE 16 GRAPH SHOWING COMFORTABLENESS WHILE 59 RIDING THE BIKE 17 GRAPH SHOWING PROMOTIONAL ACTIVITY 61 ATTRACTED CUSTOMERS TO BUY THIS BIKE 18 GRAPH SHOWING KIND OF FINANCIAL ASSISTANCE 63 THAT CUSTOMERS HAVE TAKEN WHILE PURCHASING 19 GRAPH SHOWING THE BEST MARKET PROMOTION 65 STRATEGY 20 GRAPHSHOWING THE TVS DIFFERENT FROM OTHER 67 BIKES TO REACH ITS TOP STAGE OF PROMOTION CHAPTER 1 INTRODUCTION ON INTERNSHIP 1. INTRODUTION ABOUT THE INTERNSHIP 1.1Topic for the study 1.2 Need for the study 1.3 Statement of problem 1.4 Objective of the study 1.5 Scope of the study 1.6 Methodology adopted 1.7 Literature Review 1.8 Limitation of the study 1. INTRODUCTION ABOUT THE INTERNSHIP “Internship is an integral part of the academic curriculum of VTU MBA. It is an initiative to bridge gap between knowledge and its application through a series of interventions that will enable students to gain insights and exposure to the industry. This ten week internship is a good opportunity to experience the practicality in terms of the subjects studied indeed it gives a practical exposure as well. The main objective of this internship is to.” “To provide an opportunity to apply theoretical concepts in real life situations at the work place.” “To sensitize the corporate culture and familiarize them with the corporate code of behavior.” “”To discover the professional strengths and weaknesses and align them with the changing business environment and to sharpen domain knowledge and get insight on cross functional skills.” 1.1 TOPIC FOR THE STUDY A study on customer satisfaction on TVS two wheeler at LAKSHMI TVS. 1.2 NEED FOR THE STUDY “Consumer loyalty happens when the experience acquired from exchange match desire. Client might overlook encounter that match desire in spite of the fact that, clients will for the most part notice furthermore recollect those experience that veered off from desire.” “This stage is especially known as disappointment results into a sentiment cacophony on the off chance that where an affair gets from item/sendee misses the mark concerning desires.” “In inverse circumstance i.e. condition of fulfillment it might bring about to repurchase of item/administration as case might be.” “One needs to acknowledge the way that individuals i.e. representative in an association assume a urgent part in deciding, and conveying of the level of administration quality and at last customers fulfillment. It has been watched that notwithstanding producing association have bit by bit understood the way that alongside substantial offering, impalpable client benefit the main conceivable particular approach to create a state of separation and situating into the contenders. It is unnecessary to state organizations need to oversee client contact viably where the fancied result is a fulfilled client.” “Consumer loyalty is the achievement. Getting your client to let you know what’s great about your items or administrations, and where you require change helps you to guarantee that your business measures up to their desires. The Attached record contains a consumer loyalty study structure intended to assemble. This vital data .it was intended to make it simple for client to round out and to make it simple for you to rapidly tweak to precisely coordinate your organization exercises.” 1.3STATEMENT OF PROBLEM: “Through this project, the sales and operation manager want to know the post sales service performance and to analyze the satisfaction level by the feedback of the customers. To know the quality of service and improvement to be made in the service provided by LAKSHMI TVS.” MANAGEMENT PROBLEM: “Through this project, the deals and operation director need to know the post deals administration execution and to break down the fulfillment level by the input of the clients. To know the nature of administration and change to be made in the administration gave by LAKSHMI TVS.” RESEARCH PROBLEM: “To discover the issues confronted by the clients and to know the new territory of change with the assistance of client criticism.” “Through this venture, the deals and operation director need to know the post deals administration execution and criticism of the customers, Organization need to know the nature of administration and change to be made in the administration gave by LAKSHMI TVS.” PURPOSE OF STUDY: “To understand the satisfaction level of the customer regarding the service provided by LAKSHMI TVS, to understand what are the customer requirement and improvement required by them in service.” 1.4 OBJECTIVES OF THE STUDY: To know the customer satisfaction level towards services of LAKSHMI TVS.” To know the problems presently faced by the customers at LAKSHMI TVS” To know the post sales service performance” To know the new area of improvement” 1.5 SCOPE FOR THE STUDY: “The study aims at assessing the new trends in consumer’s behavior towards TVS Two-wheelers.