A Study on Customer Satisfaction at Tvs Motors” By

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. It consists of brand preference of consumers and their level of satisfaction regarding the usage of TVS Two-Wheelers. The study also focuses the problems of the customers while using TVS Two-Wheelers. It covers the customers of TVS Two-Wheelers in Bangalore City only.”

1.6 RESEARCH METHODOLOGY:

1.6.1 SAMPLING DESIGN

Sampling Method

Simple random sampling method was used to select respondents to conduct the study.

Sample size

“The size of the sample is 150. Only 150 respondents were selected or chosen for the study. The questionnaires were provided to the respondents and collected the response.”

1.6.2 DATA COLLECTION

“The information relevant for the study was drawn from secondary data, which alone was not sufficient. Primary data was collected through survey method to conduct the study successfully.”

METHOD OF DATA COLLECTION:

 Primary source: questionnaire  Secondary source: Company data through internet  Sample size:100 customers  Location: siruguppa, Bellary(dist)

1.7 LITERATURE REVIEW:

ABOUT CUSTOMER SATISFACTION

“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 by and large notice furthermore recall those experience that veered off from desire.” “This stage is especially known as disappointment results into a sentiment discord on the off chance that where an affair gets from item/sender misses the mark regarding 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 pivotal part in deciding, and conveying of the level of administration quality and at last customers fulfillment. It has been watched that notwithstanding fabricating association have progressively understood the way that alongside unmistakable 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 adequately where the coveted result is a fulfilled CUSTOMER” “Consumer loyalty is the to 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 gather. This critical 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.”

OUTCOME & BENEFITS OF THE STUDY:

“The results of the task would give the Organization a reasonable comprehension about the client criticism and in addition there fulfillment level furthermore to comprehend what the issues confronted at the season of administration. With the assistance of this study report the association comes to know the client input and make upgrades in the required region.”

1.8 LIMITATIONS OF THE STUDY: a) “The study was on the consumer satisfaction on Consumer Based Brand Equity of only three categories of products, viz., Convenience Products, Shopping Products and Specialty Products and the researcher did not undertake an in-depth analysis of specific brands.” b) “The researcher has studied only TVS Two-wheelers. Other Two-Wheeler companies have been excluded in the study.” c) “The study examined the effect of consumer satisfaction level among goods only. Hence the results cannot be generalized.” d) The study was only on a homogeneous population, viz., customers and therefore cannot be generalized across heterogeneous groups. e) The study was conducted on a simulated environment and not on a real life situation. Therefore results need not reflect the real life situation. f) Only 200 respondents are taken to this study.

CHAPTER 2 INDUSTRY PROFILE AND COMPANY PROFILE

2. Introduction to Industry profile and company profile

2.1. Industry profile

2.2. Company profile

2.2.1. Vision mission

2.2.2. Products &Services

2.2.3. Future Growth

2.2.4. SWOT Analysis

2.1 INDUSTRY PROFILE

TVS Group was built up in 1911 by Shri. T.V. Sundaram lyenger. As one if India's biggest modern substances it exemplifies the Service. TVS Motor Company Limited, the third biggest bike fabricates. In India and among the main ten on the planet, with a yearly turnover of over USD 650 million.

The year 1980 is one to be associated with the Indian bike industry, with the takeoff of TVS 50, India's initial two-seater moped that introduced a period of moderate individual transportation. For the Indian Automobile part, it was a leap forward to be scratched ever. TVS Motor Company is the initial bike produce on the planet to be respected with the sign of Japanese Quality –The Deming Prize for Total Quality Management. TVS Motor Company Limited is one of the biggest bike produces furthermore among the quickest developing organizations in the nation. It is the biggest maker of sub 100cc (50cc, 60cc and 70cc classification) 2-wheeler on the WORLD. “It has the unique distinction of having sold nearly 4 million the highest ever in India. It exports its range of products to 17 countries worldwide. Its unrelenting pursuit of customer satisfaction in all aspects if manufacturing of 2-wheeler is reflected in over 6 million satisfied owners of mopeds, motorcycles and scooters.” “TVS Motor was the first Indian company to deploy a catalytic converter in a 100 cc motorcycle and the first to indigenously produce a four stroke 150cc motorcycle. The list of firsts from TVS: "India’s first 2-seater moped – TVS 50",” "India’s first indigenous scooterette - Scooty", "India’s first Digital Ignition - TVS Champ", "India’s first fully indigenous motorcycle - Victor", "First Indian company to launch ABS in a motorcycle - Apache", "India’s first scooter with Body- Balance Technology – Wego", "Indonesia’s first dual-tone exhaust noise technology – Tormax" & "India's first oil-cooled chamber construct with Ram-Air assist- TVS Apache RTR 200 4V"

GROUP COMPANIES:

 TV Sundram Iyengar and Sons  Lakshmi Auto Components  Lucas Indian Service  Axles India  Brakes India  Harita Grammer

 India Motor Parts and Accessories  India Nippon Electricals  Lucas TVS Limited  Madras Auto Service  Southern Roadways  Sundaram Brake Linings  Sundaram Fasteners  Sundaram Finance  Sundaram Industries  Sundaram Motors  Sundaram Clayton  Srinivasan Services Trust

TVS RELATIONSHIP WITH SUZUKI

TVS and Suzuki shared a 19 year involved acquaintance that was gone for innovation exchange, to empower outline and produce of bikes particularly for the Indian business sector. Re-dedicated TVS-Suzuki, the organization drew out a few models, for example, the Suzuki Samurai, Suzuki Shogun and Suzuki Fiero. In 2001, in the wake of isolating routes with Suzuki, the organization was renamed TVS Motor, giving up its rights to utilize the Suzuki name. There was likewise a 30-month ban period amid which Suzuki guaranteed not to enter the Indian business sector with contending bikes.

Founder T V Sundaram Iyengar

Country India

Year of Establishment August 1980 (TVS Group in 1911)

Industry Manufacturing of two-wheelers and auto components

Business Group TVS Group

Listings & its Codes NSE: TVS - Suzuki Ltd: TVSSUZUKI TVS Motor Company Limited: TVSMOTOR TVS Motor Company Limited: TVS-SUZUKI BSE:

TVS Motor Company Ltd.: 532343

Head Office TVS Motor Company Jayalakshmi Estates V Floor 8, Haddows Road, Chennai - 600006 Tel.: +(91)-(44)-28272233 Fax: +(91)-(44)-28257121

Factory Post Box No. 4 Harita, Hosur - 635 109 Tel.: +(91)-(4344)-276780 Fax: +(91)-(4344)-276878

Post Box No.1 Byathahalli Village, Kadakola Post Mysore - 571 311 Tel.: +(91)-(821)-2596561 Fax: +(91)-(821)-2596550/ 2596553

MANUFACTURING CAPABILITY

TVS Motor has a generation limit of more than 3 million Vehicles a year. The organization has four assembling plants - three situated in India (Hosur, Tamil Nadu; Mysore, Karnataka and Nalagarh, Himachal Pradesh) and one in Indonesia (Karawang).

DISTRIBUTION

"Today, TVS Motor capacities through an across the nation system of more than 4000 touch focuses over every one of the states in India."

MANAGEMENT

Administration of all organizations is by relatives. The majority of the gathering organizations keep up a position of safety and take after a preservationist administration style.

BRANDS

 TVS XL Super

 TVS Scooty  TVS Star City  TVS Jive  TVS Apache  TVS Phoenix  TVS Wego

TVS XL SUPER

"TVS Super XL is produced by TVS engines has been joined with all components a bike needs to offer itself. The vehicle has been outlined considering country vehicles. With legitimate security, pace and simple to-ride highlights, it has possessed the capacity to taste achievement in its objective business sector. It was propelled by TVS to challenge the predominance of Kinetic in the moped fragment, and it was a win."

TVS SCOOTY

Scooty is an Indian brand of Scooters produced by TVS Motors. Intended for ladies, Scooty is the biggest offering Scooter brand in its sections. It has come to speak to a bland name for any ladies' bike in India. Anushka Sharma embraces the brands. This TVS Scooty is one of the lightweight Scooters which is accessible in India for the utilization of women and young ladies of India

TVS WEGO

"TVS Wego is an engine bike produced by TVS Motor Company.It is a unisex bike and was propelled in India in 2009. After the discharging a few variations of TVS Scooty, the organization entered in the higher end fragment of the scooterette market by presenting Wego. The bike was publicized with the idea of body parity"

TVS STAR CITY

The Indian bike producer, TVS propelled its new Star City+ in the household market with a specific end goal to give its cruiser portfolio a help. The new Star City+ is the most recent individual from the TVS Star cruiser family and as its name goes, it is a proficient city bicycle.

TVS JIVE

TVS Jive was propelled in 2009 alongside TVS Wego. Marked as the "no pressure bicycle", the Jive is India's first auto grasp bicycle that accompanies the capacity to stop and begin at any

apparatus, an against slowing down component and rotating gears. The TVS Jive is controlled by a 110cc 4 stroke motor conveying 8.4 PS max power and 8.3 Nm torque. Dispatched at the passage level, the bicycle is focused at the first run through drivers who could be the ideal group of onlookers for a bicycle that streamlines riding.

TVS FLAME

TVS Flame was a 125 cc cruiser created by TVS Motors. It was dispatched in the Indian business sector in January 2008 and ended in 2012 after TVS propelled the Phoenix.

TVS PHOENIX

The Phoenix marks TVS' reentry into the focused 125cc official fragment ruled by the Bajaj Discover 125ST, Honda CB Shine and Hero Super Splendor. Its initial 125cc item was the TVS Flame which didn't exactly set the business outlines ablaze." However, TVS trusts the Phoenix will help it ascend from the fiery debris (generally as the fanciful winged animal) and recapture its position as the nation's No.3 bicycle producer.

“Milestones of TVS Motor

1980  India's first 2 seater 50cc Moped TVS 50, launched in Augest.

1984  . Initially Indian Company to present 100cc Indo-Japanese bikes in Sept

1994  Dispatched first indigenous Scooterette (sub-100 cc variomatic bikes), TVS Scooty in June.

1996  Presented first exhaust system empowered cruiser, the 110cc Shogun in Dec.

1997  . Propelled India's initial 5-speed cruiser, the Shaolin in Oct

2000  Propelled TVS Fiero, India's initial 150 cc, 4 stroke bike in April.

2001  Propelled TVS Victor, 4-stroke 110 cc bike, in August, India's first completely indigenously outlined and made cruiser.

2004  Launched TVS Centra in January, a world-class 4-stroke 100 cc cruiser with the progressive VT-i Engines for best-in-class mileage.  Dispatched TVS Star City in Sept, a 100 cc cruiser which is perfect for unpleasant landscape.

Late Launches incorporate RTR 200, TVS Victor and TVS XL 100. TVS has as of late won 4 top grants at J.D. Power Asia Pacific Awards 2016, 3 top grants at J.D. Power Asia Pacific A dIn early 2015, TVS Racing became the first Indian factory team to take part in the Dakar rally, which is the longest and most dangerous rally in the world. TVS Racing partnered with French motorcycle manufacturer Sherco for the Dakar rally, and named the team Sherco TVS Rally Factory Team. TVS Racing also won the Raid de Himalaya and the FOX Hill Super Cross held at Sri Lanka. In three decades of its racing history, the team has won more than 90% of the races.””

Awards

TVS Motor won the Deming Application Prize in 2002

"Around the same time, the work accomplished for the TVS Victor motorcycle won TVS Motor the National Award for successful commercialization of indigenous technology from the Technology Development Board," Ministry of Science and Technology, Government of India. In 2004, TVS Scooty Pep won the 'Outstanding Design Excellence Award' from Business World magazine and the National Institute of Design, Ahmadabad.

"TVS Motor has won a few administration recompenses, notable among them being the Emerging Corporate Giant in the Private Sector honored by The Economic Times and the Harvard Business School Association of India. Business Today magazine granted TVS Motor the Best Managed Company and the Most Investor Friendly Company recompenses. Its

publicizing hones won it the Good Advertising Award via Auto India Best Brand Awards, 2009."

The University of Warwick, United Kingdom, gave him a privileged Doctorate of Science degree while the Government of India respected him with the Padma Shri, one of India's most noteworthy non military personnel qualifications.

Inventive execution of Information Technology has won TVS Motor the Ace Award for Most Innovative NetWeaver Implementation in 2007, recompensed by innovation significant SAP AGand the Team Tech 2007 Award of Excellence for Integrated utilization of Computeraided building Technologies.

UPCOMING TVS BIKES IN INDIA

At present, TVS Motor holds 4th rank in two wheeler industry in India. To struggle with competition market, TVS motor is planning to bring some exciting models soon. In December 2014, TVS plans to launch 5 lucrative motorcycle models in India. With these products, the company hopes to get whole spotlight onto it. These upcoming bikes will lure customers to TVS outlets. The 3 out of 5 models are scooters which will be alike TVS Wego. It will be a facelift of TVS Star City. Rest 2 will be motorcycles which will join Apache family.

2.2 COMPANY PROFILE

 Name of the Organization : LAKSHMI TVS

 Address of the company : LAKSHMI TVS

BELLARY Road

SIRUGUPPA.

 Year of Establishment : 2000

 Board of Directors : GIRISH(Chairman)

RAVI (Sales Head)

2.2.1 PROMOTERS VISION, MISSION AND QUILITY POLICY

 VISION

TVS Motor will be responsive to customer necessities consonant with its inside wellness and profit. TVS Motor will give supreme customer steadfastness by giving the customer the right thing, at the right cost, at the perfect time.

 MISSION

We are centered around being a significantly gainful, socially careful, and driving producer of high regard for money, actually considerate, lifetime singular transportation things under the TVS brand, for customers fantastically in Asian markets and to give fulfillment and accomplishment to specialists, dealers and suppliers.

2.2.2 PRODUCTS AND SERVICES

"Bicycles in India was set up as a joint attempt amidst TVS and Dunlop, UK in 1960. The association supplies wheels as Original Equipment to all genuine vehicle creators in the country. Wheels India is going into participation with Titan, the world pioneer in off- turnpike vehicle wheels relating to earthmoving, improvement and rustic equipment. Delivering Plants are arranged at Chennai, Tamil Nadu, Rampur, UP and Ranjangaon, Maharashtra. Wheels India has a workforce of 100."

Wheels for business vehicle, autos, jeeps, tractors development gear/earth mover and guard vehicle, wire wheels for fare and air suspension frameworks for business vehicle.

2.2.3 FUTURE GROWTH AND PROSPECTS

Later on TVS Motor Company will be one among the fundamental two 2 wheeler associations in India and one among the primary five 2-wheeler associations in Asia.

We will have beneficial operations abroad, especially in Asian markets, benefitting by our capacity in the zones of collecting, development and showcasing. The Company will hone and keep up its bleeding edge of development by consistent benchmarking against overall pioneers. TQM will be a way of life and guide each one of our tries.

The rise in per capita wage, bringing down of financing costs, changes in buyer slant towards trendier bicycles, there was a perceptive development in the association of bicycle industry drove by extension in light of a legitimate concern for bicycle as against bicycles and moped. In FY04 out of the total bicycle industry of 506 m units, the offer of bicycle was 77% as against 42% in FY99. In the midst of the period FY97 to FY04, while bicycle industry created CAGR of 10% the enthusiasm for bicycle created at 27% CAGR. In any case, TVS made sense of how to finish a CAGR of 11%. Thus while contenders were exchanging on this impact, TVS' bit of the pie was declining as a result of nonattendance of a 4 stroke model in its stable. This fall has been to some degree restricted with the presentation of "Victor" in 2003.

2.2.4. SWOT ANALYSIS

 STRENGHTS 1. Oversize brand value and one of the greatest players in the bikes Indian market

2. Fantastic R&D, and wide assortment of items in each section

3. Fantastic circulation and great number of administration focuses

4. TVS Group has more than 40,000 workers and a client span of more than 15 million

5. Partner itself with VIP brand ministers

6. "Scooty" as a brand has turned into a second name for the scooterrate section

 WEEKNESS 1. “Nonattendance in the premium bicycle fragment.”

 OPPORTUNITIES 1.Two-wheeler fragment is a standout amongst the most developing commercial enterprises

2.”Export of bicycles is constrained i.e. undiscovered universal markets.”

 THREATS 1. Solid rivalry from Indian and universal brands

2. Reliance on government approaches and rising fuel costs

3. Better open transport will influence bike deals.

CHAPTER 3

THEORETICAL BACKROUNDOF THE STUDY

Consumer loyalty is an exceedingly individual appraisal that is extraordinarily impacted by individual desire. To be effective, association must investigate needs and needs of their clients. Consumer loyalty is the perspective that client have around an organization when their desires have been met or surpassed over the lifetime of the item or administration. It is a measure of how items and administrations supplied by an organization meet or surpass client desire. The fundamental point of this item is to distinguish the level of fulfillment of client towards vehicles and extras parts of TVS." “ Fulfillment is a man's sentiments of joy or dissatisfaction coming about because of looking at an items saw execution in connection to client desire. Whether the purchaser is fulfilled after buy relies on upon the offer execution in connection to the purchaser's desires. In the event that execution coordinates the desires, of client is fulfilled.

As indicated by TVS MOTORS enhanced consumer loyalty will prompt enhanced client unwaveringness, which will in the long run enhance benefit. With a specific end goal to fulfill our client we need to concentrate on compelling client administrations to address their issues.

Various techniques exist to gauge consumer loyalty. Intermittent studies can track consumer loyalty's specifically Respondents can likewise be requested that extra inquiries measure repurchase aim and the probability or readiness to prescribe the organization and brand to others. Organizations that do accomplish high consumer loyalty rating ensure their objective business sector knows it." “Customer satisfaction, a business is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator with in business and part of better service performance.”

Customer satisfaction occurs when the expectations obtained from transaction match expectation. Customer may forget experience that match expectation although, customer will generally notice and also remember those experience that deviated from expectation. In opposite situation i.e. state of satisfaction it may result into repurchase of product/ service as a case may be

One needs to acknowledge the way that individuals i.e. worker in an association assume an essential part in deciding and conveying of the level of administration quality and at last shoppers fulfillment. It has been watched that notwithstanding fabricating association have step by step understood that reality the alongside unmistakable offering, impalpable client benefits the main conceivable particular approach to make a state of separation and situating into the contenders. It is unnecessary to state organizations need to oversee client contact adequately where the sought result is a fulfilled client.

Consumer loyalty's information client date gives early notices indication of issues before they show up income and down on benefit."

Consumer loyalty is the achievement, getting your client to let you know what great about your item and administrations, and where you require change helps you to guarantee that your business measure up to their desires. The connected record contains a consumer loyalty studies from intended to accumulate. This is vital data. It was intended to make it coordinate your organization exercises.

It additionally incorporates proposals for disseminating the structure. Guaranteeing that client that will give back the structure, and catching up on remarks.

Few principles of Steve Smith:

 The goal is to exceed customer expectation.  Customer satisfaction is necessary, but not sufficient how many times do.  All initiatives must be derived from defined problems. For instance.  Dissatisfied customer don’t buy. That’s an example of clear problem.  The plan must be clear and congruent.

CHAPTER 4 ANALYSIS AND INTERPRETATION

TABLE 4.1

TABLE SHOWING AGE OF RESPONDENTS

SL NO. AGE GROUPS NO. OF RESPONDENTS PERCENTAGE

1 BELOW 18 YEARS 0 0

2 18-25 76 50.6666

3 25-35 56 37.3333

4 35 & ABOVE 18 12

ANALYISIS:

From the above table it is shown that 50.66 % of respondents are of age group between 18-25, 37.33% of respondents are of age group between 25-35 and 12% of respondents are above 35.

GRAPH:4.1

GRAPH SHOWING AGE OF RESPONDENTS

80 70 60 50 40 30 20 10 0 BELOW 18 YEARS 18-25 25-35 35 & ABOVE

NO. OF RESPONDENTS PERCENTAGE

INTERPRETATION:

From the above graph it is inferred that the majority no. of respondents are between the age group of 18-25 years i.e. 50.66% and then comes the age group of 25-35 years i.e. 37.33% and while 12% of the respondents are the age group of above 18 years.

TABLE 4.2

TABLE SHOWING EDUCATION OF RESPONDENTS

SL.NO EDUCATION NO. OF RESPONDENTS PERCENTAGES

1 Under Graduate 72 48

2 Graduate 61 40.67

3 Post graduate 15 10

4 Others 2 1.33

ANALYSIS

From the above table it is found that Out of 100 respondents,48% of the total no of respondents are under Graduate, 40.67% of the total no of respondents are Graduate, 10% of the total no of respondents are Post Graduate 2% of the total no of respondents are Others.

GRAPH 4.2

GRAPH SHOWING EDUCATION OF RESPONDENTS

80 70 60 50 40 30 20 10 0 Under Graduate Graduate Post graduate Others

NO. OF RESPONDENTS PERCENTAGES

INTERPRETATION:

From the above graph, it can be inferred that majority of the respondent i.e. is 48% are under graduate of the total population.

TABLE 4.3

TABLE SHOWING TIME SPENT BY THE SALES PERSON WITH CUSTOMER TO EXPLAIN EVERYTHING ABOUT THE VEHICLE

SLNO SOURCES NO.OF RESPONDENTS PERCENTAGE

1 YES 124 82.66666667

2 NO 26 17.33333333

ANALYSIS:

From the above conducted to find out whether the employee spends the sufficient time with the customers. The majority (82.3%) customers have the opinion that the employee spends the sufficient time for them. (17.3%) respondents feel that the employee does not spend enough time to the customers.

GRAPH 4.3

GRAPH SHOWING TIME SPENT BY THE SALES PERSON WITH CUSTOMER TO EXPLAIN EVERYTHING ABOUT THE VEHICLE

140

120

100

80 YES NO 60

0 NO.OF RESPONDENTS PERCENTAGE

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies in Yes (122) i.e. 82.66% of the total population.

TABLE 4.4

TABLE SHOWING THAT VEHICLE IS DELIVERED ON PROMISED TIME

SLNO SOURCES NO OF RESPONDENTS PERCENTAGE

1 YES 112 74.66666667

2 NO 38 25.33333333

ANALYSIS:

The above table shows the rating whether the vehicle was delivered on the promised time or what. Majority of the customers (74.6%) feels that the vehicles are delivered on time. The other customer (25.3%) feels that the vehicle is not delivered on time.

GRAPH: 4.4

GRAPH SHOWING THAT VEHICLE IS DELIVERED ON PROMISED TIME

120

100

80 YES 60 NO

0 NO OF RESPONDENTS PERCENTAGE

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies in Yes (124) i.e. 74.6% of the total population

TABLE 4.5

TABLE SHOWING WHETHER YOU WERE OFFERED A TEST DRIVE DURING THE VISIT TO THE SHOWROOM

SLNO SOURCES NO OF RESPONDENTS PERCENTAGE

1 YES 72 48

2 NO 78 52

ANALYSIS:

The above table shows the rating offered test drive during the visit to the showroom. Majority (52%) of the customers feels that they don’t offer the test ride. The other set of respondents (48%) feels that the showroom offers the test ride to the customer.

GRAPH: 4.5

GRAPH SHOWING WHETHER YOU WERE OFFERED A TEST DRIVE DURING THE VISIT TO THE SHOWROOM

50 YES 40 NO 30

0 NO OF RESPONDENTS PERCENTAGE

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies in Yes (72) i.e. 48% of the total population.

TABLE 4.6

TABLE SHOWING TVS TWO WHEELER VEHICLE PERFORMANCES

SLNO SOURCES NO OF RESPONDENTS PERCENTAGE 1 EXCELLENT 49 32.66666667 2 GOOD 34 22.66666667 3 MODERATE 22 14.66666667 4 SATISFACTORY 20 13.33333333 5 UNSATISFACTORY 25 16.66666667

ANALYSIS:

From the above table it is very clearly shown that how the customers feel that TVS two wheeler performance is. Majority of the customers (32.6%) feels that the TVS have excellent performance. (22.6%) feels that the vehicle performance is good. (14.6%) of the respondents feel that they are moderate with the performance. (13.3%) are satisfied with the vehicle performance. (16.6%) customers feel unsatisfactory with the vehicle performance.

GRAPH: 4.6

GRAPH SHOWING TVS TWO WHEELER VEHICLE PERFORMANCES

50 45 40 35 30 25 20 NO OF RESPONDENTS 15 PERCENTAGE 10 5 0

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies in excellent (49) i.e. 32.6% of the total population.

TABLE 4.7

TABLE SHOWING LEVEL OF SATISFACTION FOR THE SERVICE PROVIDED BY THE DEALER

SL NO SOURCES NO OF RESPONDENTS PERCENTAGE

1 COMPLETELY SATISFIED 74 49.33333333

2 SATISFIED 31 20.66666667

3 DISSATISFIED 18 12

4 NOT AT ALL SATISFIED 8 5.333333333

NEITHER SATISFIED NOR 5 DISSATISFIED 19 12.66666667

ANALYSIS:

From the above table it is very clearly shown that the satisfaction level of the services provided by the dealers. Majority of the customers (49.3%) feels complete satisfied with the service provided by the dealers. (20.6%) respondents are satisfied with the dealer services. (12%) of customers are dissatisfied with the services. (5.3%) is not at all satisfied with the services. (12.6%) is neither satisfied nor dissatisfied with the services provided with the dealers

GRAPH: 4.7

GRAPH SHOWING LEVEL OF SATISFACTION FOR THE SERVICE PROVIDED BY THE DEALERS

80 70 60 50 40 30 20 NO OF RESPONDENTS 10 PERCENTAGE 0

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies incomplete satisfied (74) i.e. 49.3% of the total population.

TABLE 4.8

TABLE SHOWING WHETHER THE BRAND NAME PLAYS AN IMPORTANT ROLE IN PURCHASED OF TVS TWO WHEELER OR NOT

SL NO SOURCES NO OF RESPONDENTS PERCENTAGE 1 YES 84 56 2 NO 66 44

ANALYSIS:

From the following table it is clearly shown that the brand name plays an important role in purchasing or not. Majority (56%) respondents feel that the brand image plays an important role in the purchasing the vehicle. (44%) customers does not feel that the brand image is not important.

GRAPH: 4.8

GRAPH SHOWING WHETHER THE BRAND NAME PLAYS AN IMPORTANT ROLE IN PURCHASED OF TVS TWO WHEELER OR NOT

90 80 70 60 YES 50 40 NO 30 20 10 0 NO OF RESPONDENTS PERCENTAGE

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies in(84) i.e. 56% of the total population

TABLE 4.9

TABLE SHOWING THE REASONS TO PURCHASE TVS VEHICLES

NO OF SL NO SOURCES RESPONDENTS PERCENTAGE 1 MILEAGE 59 39.33333333 2 LOW MAINTENANCE 22 14.66666667 3 PRICE 29 19.33333333 4 WIDE RANGE OF PRODUCTS 24 16 5 BRAND NAME 16 10.66666667

ANALYSIS:

The above table and chart graph indicates that 39.3% 0n mileage, 14.6% on low maintenance, 19.3% on price, 16% on wide range of product and 10.6% on brand name.

GRAPH: 4.9

GRAPH SHOWING THE REASONS TO PURCHASE TVS VEHICLES

60 50 40 30 20 10 NO OF RESPONDENTS 0 PERCENTAGE

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies in mileage (59)i.e. 39% of the total population.

TABLE 4.10

TABLE SHOWING TVS VEHICLE OWNED

SL NO SOURCES NO OF RESPONDENTS PERCENTAGE 1 6 MONTHS 54 36 2 1-2 YEARS 42 28 3 3 YEARS 30 20 4 3-5 YEARS 24 16

ANALYSIS:

The above table and chart graph indicates that 36% 0n 6 months, 28% on 1-2 years, 20% on 3 years, 16% on 3-5 years.

GRAPH: 4.10

GRAPH SHOWING TVS VEHICLE OWNED

30 NO OF RESPONDENTS PERCENTAGE 20

0 6 1-2 YEARS 3 YEARS 3-5 YEARS MONTHS

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies in 6 months (54) i.e. 36% of the total population

TABLE 4.11

TABLE SHOWING IMPROVEMENTS NEEDED IN SERVICE FROM TVS COMPANY

SL NO SOURCES NO OF RESPONDENTS PERCENTAGE

1 SERVICE IN TIME 64 42.66666667

2 RELIABLE SERVICE 29 19.33333333

3 WELL TRAINED MECHANICS 40 26.66666667

4 LESS LABOUR CHARGE 31 20.66666667

ANALYSIS:

The above table and chart graph indicates that 42.6% 0n service in time, 19.3% on reliable service, and 26.6% on well trained mechanics, and 20.6% on less labor charge.

GRAPH: 4.11

GRAPH SHOWING IMPROVEMENTS NEEDED IN SERVICE FROM TVS COMPANY

40 NO OF RESPONDENTS 30 PERCENTAGE 20

0 SERVICE IN RELIABLE WELL TIME SERVICE TRAINED MECHANICS

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies in service in time (64) i.e. 42.6% of the total population.

TABLE 4.12

TABLE SHOWING DIFFERENT PROBLEMS THAT CUSTOMERS FACE AT THE TIME OF SERVICE OF VEHICLE

SL NO SOURCES NO OF RESPONDENTS PERCENTAGE 1 High price spare parts 45 30 2 Not easily available 50 33.33333333 3 Delay in service 35 23.33333333 4 Low quality of spare parts 20 13.33333333

ANALYSIS:

The above table and chart graph indicates that 30% 0n high price spare parts, 33.3% on not easily available, 23.3% on delay in service, and 13.3% on low quality of spare parts.

GRAPH: 4.12

GRAPH SHOWING DIFFERENT PROBLEMS THAT CUSTOMERS FACE AT THE TIME OF SERVICE OF VEHICLE

50 45 40 35 30 25 20 NO OF RESPONDENTS 15 PERCENTAGE 10 5 0 High price Not easily Delay in Low spare available service quality of parts spare parts

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies in not easily available (50) i.e. 33.3% of the total population.

TABLE 4.13

TABLE SHOWING HOW CUSTOMERS FEEL ABOUT AFTER SALES SERVICES PROVIDED BY THE DEALERS

SL NO SOURCES NO OF RESPONDENTS PERCENTAGE 1 VERY GOOD 41 27.33333333 2 GOOD 36 24 3 AVERAGE 40 26.66666667 4 BAD 20 13.33333333 5 VERY BAD 13 8.666666667

ANALYSIS:

The above table and chart graph indicates that 27% very good, 24% on good, 26.6% on average, 13.3% on bad and 8.66% very bad.

GRAPH: 4.13

GRAPH SHOWING HOW CUSTOMERS FEEL ABOUT AFTER SALES SERVICES PROVIDED BY THE DEALERS

45 40 35 30 25 20 NO OF RESPONDENTS 15 PERCENTAGE 10 5 0

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies in very good (41) i.e. 27.3% of the total population.

TABLE 4.14

TABLE SHOWING FACTORS CONSIDERED WHILE BUYING BIKE

SL NO SOURCES NO OF RESPONDENTS PERCENTAGE 1 DESIGN/LOOK 60 40 2 PRICE 35 23.33333333 3 MILEAGE 37 24.66666667 4 MAINTANCE 18 12

ANALYSIS:

The above table and chart graph indicates that 40%design/look, 23.3% on price, 26.6% on mileage, 24.66% on mileage and 12% maintenance.

GRAPH: 4.14

GRAPH SHOWING FACTORS CONSIDERED WHILE BUYING BIKE

30 NO OF RESPONDENTS 20 PERCENTAGE 10

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies in design/look (60) i.e. 40% of the total population.

TABLE 4.15

TABLE SHOWING CUSTOMERS FEEL ABOUT THE PRICE OF VEHICLE

SL NO SOURCES NO OF RESPONDENTS PERCENTAGE

1 RESONABLE PRICE 54 36

2 AVERAGE PRICE 61 40.66666667

3 HIGH PRICE 35 23.33333333

ANALYSIS:

The above table and chart graph indicates that 36%resonable price, 40.66% on average price, 23.3% on high price.

GRAPH: 4.15

GRAPH SHOWING CUSTOMERS FEEL ABOUT THE PRICE OF VEHICLE

40 NO OF RESPONDENTS 30 PERCENTAGE 20

0 RESONABLE AVERAGE HIGH PRICE PRICE PRICE

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies in average price (61) i.e. 40.6% of the total population.

TABLE 4.16

TABLE SHOWING COMFORTABLENESS WHILE RIDING THE BIKE

SL NO SOURCES NO OF RESPONDENTS PERCENTAGE

1 YES 109 72.66666667

2 NO 41 27.33333333

ANALYSIS:

The above table and chart graph indicates that 72.66% yes, 27.33% on No.

GRAPH: 4.16

GRAPH SHOWING COMFORTABLENESS WHILE RIDING THE BIKE

120

100

80 YES 60 NO

0 NO OF RESPONDENTS PERCENTAGE

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies in(109) i.e. 72.6% of the total population

TABLE 4.17

TABLE SHOWING PROMOTIONAL ACTIVITY ATTRACTED CUSTOMERS TO BUY THIS BIKE

SL NO SOURCES NO OF RESPONDENTS PERCENTAGE 1 TEST DRIVE 43 28.66666667 2 DISCOUNT 39 26 3 EXCHANGE 51 34 4 OTHERS 17 11.33333333

ANALYSIS:

The above table and chart graph indicates that 28.6%test drive, 26% on discount, 34% on Exchange and 11.3% on others.

GRAPH: 4.17

GRAPH SHOWING PROMOTIONAL ACTIVITY ATTRACTED CUSTOMERS TO BUY THIS BIKE

30 NO OF RESPONDENTS 20 PERCENTAGE

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies in exchange (51) i.e. 34% of the total population.

TABLE 4.18

TABLE SHOWING KIND OF FINANCIAL ASSISTANCE THAT CUSTOMERS HAVE TAKEN WHILE PURCHASING

SL NO SOURCES NO OF RESPONDENTS PERCENTAGE 1 BANKS 82 54.66666667 2 SELF ASSISTANCE 39 26 3 OTHERS 29 19.33333333

ANALYSIS:

The above table and chart graph indicates that 54.66% banks, 26% on self-assistance, and 19.33% on others

GRAPH: 4.18

GRAPH SHOWING KIND OF FINANCIAL ASSISTANCE THAT CUSTOMERS HAVE TAKEN WHILE PURCHASING

90 80 70 60 50 NO OF RESPONDENTS 40 PERCENTAGE 30 20 10 0 BANKS SELF OTHERS ASSISTANCE

INTERPRETATION:

From the above graph, it can be inferred that mostly respondents are lies in banks (82) i.e. 54.6% of the total population.

TABLE 4.19

TABLE SHOWING THE BEST MARKET PROMOTION STRATEGY

SL NO. MARKET PROMOTION NO. OF RESPONDENTS PERCENTAGE

1 ADVERTISING 86 57.33

2 SALES PROMOTION 43 28.67

3 OTHERS 21 14

ANALYSIS

From the above table it is found that Out of 100 respondents, 57.33% of the total no. of respondents feel that advertising is the best market promotion strategy, 28.67% of the total no. of respondents feel that sales promotion is the best market promotion strategy, 14% of the total no. of respondents feel that other information is the best market promotion strategy.

GRAPH: 4.19

GRAPH SHOWING THE BEST MARKET PROMOTION STRATEGY

90 80 70 60 50 40 30 20 10 0 ADVERTISING SALES PROMOTION OTHERS

NO. OF RESPONDENTS PERCENTAGE

INTERPRETATION:

From the above graph we can infer that the most of the respondents feel that advertising is the best market promotion strategy i.e. 57.33%.28.67% of the respondents feel that sales promotion is the best market promotion strategy and 14% of the respondents feel that other information is the best market promotion strategy.

TABLE4.20

TABLE SHOWING THE TVS DIFFERENT FROM OTHER BIKES TO REACH ITS TOP STAGE OF PROMOTION

SL NO. TOP STAGE OF PROMOTION NO. OF PERCENTAGE RESPONDENTS

1 Sport Edition Bike 26 17.33

2 Modern Technology 49 32.67

3 Economical Bike 40 26.67

4 Others 35 23.33

ANALYSIS:

From the above table it is found that Out of 100 respondents 17.33% of the respondents feel that TVS is different as a sport edition bike.32.67% of the respondents feel that TVS is different as a modern technology bike.26.67% of the respondents feel that TVS is different as economical bike.14% of the respondents feel that TVS is different as other category.

GRAPH: 4.20

GRAPH SHOWING THE TVS DIFFERENT FROM OTHER BIKES TO REACH ITS TOP STAGE OF PROMOTION

Chart Title

0 Sport Edition Modern Economical Bike Others Bike Technology

NO. OF RESPONDENTS PERCENTAGE

INTERPRETATION:

From the above graph we infer that the majority no. of respondents feel that TVS is different as a modern technology.32.67.33% of respondents feel that TVS is different as economical bike.26.67% of respondents feel that TVS is different as sport edition bike and 23.33% of respondents feel that TVS is different as other category to reach its top stage of promotion.

Age of the customer * TVS two wheeler Cross tabulation Count TVS two wheeler Total excellent good moderate satisfactory unsatisfactory below 18 years 3 8 6 6 3 26 18-25 9 26 9 5 9 58 Age of the customer 25-35 4 11 7 8 4 34 35 and above 3 11 6 4 8 32 Total 19 56 28 23 24 150

H0: Age of the customers does not have significant relation with satisfaction level of the customers towards TVS two wheeler.

H1: Age of the customers does have significant relation with satisfaction level of the customers towards TVS two wheeler.

Chi-Square Tests Value df Asymp. Sig. (2- sided)

Pearson Chi-Square 9.525a 12 .658 Likelihood Ratio 9.326 12 .675 Linear-by-Linear Association 1.010 1 .315 N of Valid Cases 150 a. 7 cells (35.0%) have expected count less than 5. The minimum expected count is 3.29.

Interpretation: The above said hypothesis is tested by using Chi-Square test with the help of statistical package SPSS-20 using 5% level of significance. The above p value is 0.658 is greater than 0.05, hence hypothesis is accepted. This leads to conclusion that Age of the customers does not have significant relation with satisfaction level of the customers towards TVS two wheeler.

CHAPTER-5 FINDINGS, SUGEESTIONS & CONCLUSIONS

FINDINGS

 The study insist that 82.3% of respondents have said that sales person spend sufficient time with the customers to explain about the vehicle and 17.3% of respondents says that sales person doesn’t spend sufficient time with the customers to explain about the vehicle.  From the study it is found that the vehicle is delivered on the promised time as majority respondents that is customers have said yes i.e. 74.6% the remaining 25.3% of customers said that the vehicles are not delivered as per the promised time.  Around 48% of customers said that they were offered a test drive during the visit of the TVS showroom and majority of customers i.e. 52% have said that they were not offered any test drive as such.  From the analysis it is found that the performance of TVS two wheeler vehicle performances are excellent as majority of respondents i.e. 32.6% have agreed, followed by 22.66% of respondents have said good,14.66% of respondents have said moderate,13.33% of respondents have said satisfied, 16.665 of respondents have said unsatisfied.  From the study it is also found that 49.33% of respondents are completely satisfied with the service that is provided by the dealers, followed by 20.66% of respondents said satisfied, 12% of respondents are dissatisfied, 5.33% of respondents are not at all satisfied and only 12.33% which is least number of respondents who neither satisfied nor dissatisfied.  From the study it is also found that 56% of customers agreed that brand name plays an important role in purchase of TVS two wheeler vehicle where least number that is 44% have said it is brand name doesn’t play an important role in purchase of the vehicle.  Around 38.33% customers purchase TVS two wheeler vehicle as it gives good mileage, around 14.66% of customers purchase it is low maintenance, 19.33% of customers purchase it because the price is affordable, 16% of customers buys because of wide range of products, and the remaining 10.66% of customers purchase for only the brand name TVS which has high goodwill.

 From the study it is found that 36% where majority of the respondents said that they own the vehicle for 6 months, 28% of customers own the vehicle for 1-2 years, 20% of customers own for 3 years and only 16% of customers own for 3-5 years.  From the study it is analyzed and found that 42.66% of respondents need improvements in service time, 19.33% of respondents says that reliable service should be improved, 26.66% of respondents says there should be well trained mechanics, 20.66% says that labor charge should be lowered.  From the analysis it is found that 30% of respondents have said that there is high price for spare parts during the service time, 33.33% of respondents have problem with delay of service, 13.33% of respondents says that low quality if spare parts are provided at the time of service.  From the study it is found that around 27.33% of respondents have agreed that after sales service provided by the company are very good, and least number of respondents i.e.8.66% of respondents have said very bad.  From the study it is found that majority of the respondents i.e. 40% would buy the vehicle based on the criteria of design and look, 23.33% of customers would buy based on the price, 24.66% of respondents would purchase on the basis of mileage and only 12% of respondents said that they will consider maintenance as a major factor while purchasing vehicle.  From the analysis it is found that price of the vehicle is average as majority i.e.40.66% of respondents said, where as 36% of respondents said reasonable price, only around 23.33% of respondents said it is high price.  As per the study it is found that 72.66% of customers feel that the TVS vehicle is comfortable while riding and 27.33% of respondents said it is not comfortable.  Around 28.66% of respondents purchase TVS vehicle because test drive is provided by the company, because of offers discount 26% of customers purchase the vehicle, majority of the customers purchase the vehicle as there is exchange opportunity provided by the company, and 11.33% of respondents said other reasons.  From the study it is found that company is providing financial assistance and majority of customers that is 54.66% have taken banks.

SUGGESTIONS

As the analysis done through conducting survey using questionnaire in the company with the customers it is found that majority of the customers are satisfied with overall business of the company though it is satisfied some of the areas to be improved and my suggestions would be:

 LAKSHMI TVS should set new branches in rural areas to reach the maximum number customers.

 Attractive and effective promotional activities should be carried out to increase sales.

 Style, design, look of the vehicle should be modified.

 The company need to improve in providing service in time and labour charge should be reduced.

 The company should take action by recruiting well trained service staff and implement machineries to provide service in time.

 As per the analysis it is found that post sale service are the factor that customers are facing issues. Hence the company should conduct free checkup camps and collect the feedback at the time of service.  Other major issues that the company provides low quality of spare parts at the time of post sales service. Hence the company must take appropriate action to solve the said issues.  The spare parts prices are high as per the analysis. The company must reduce the price of spare parts while providing after sales service to attract more number of customers.  Majority of the respondents said that test drive options are less in the company. Therefore it can also focus into promotional activity by providing test drive options for the customers.

CONCLUSION

 Most of the respondents feel good about TVS two wheeler vehicles  The three major parameters in demand are a. Less labor charge b. Service in time c. Increase in number of service station  Customer is a boss of any every firm organization. Product mix changes based on their taste, preference and needs .hence, the present TVS two wheeler vehicle has good brand image as a research done in Lakshmi TVS Company.  Promotional activities to be increased. The sales should be improved offer to the customer in the form of additional warranty period, additional free service, and effective quality of vehicle to provide quality of customers and should provide appropriate post sales services with high quality and low price in order to create the sale in future.

Bibliography

 BOOKS:

1.PHILIP KOTLER : MARKETING MANAGEMENT

2.LEVITT,THEODORE : MARKETING MYOPIA

3.PROF.SARAVANA : CUSTOMER BEHAVIOUR FOR SHOW ROOM SERVICES

N.PANCHANATHAM

4.MURPHY JOHN : STUDY OF PRE PURCHASE SERCH OF AUTOMOTIVE

 WEBSITES: www.tvsmotor.com www.makeinindia.com www.autobikes.com www.wikipedia.com www.indianbikes.com

QUESTIONNAIRE

Dear Sir / Madam,

1] Age of the customer (respondents)

A] below 18 years b]18-25 c]25-35 d]35&above

2] Qualification of the respondents?

A] under graduate b] graduate c]post graduate d]others

3] Did the salesperson spend sufficient time with you and explain everything about

the vehicle ?

Yes No

4] Was the vehicle delivered on promised time?

Yes No

5] Were you offered a test drive during your visit to our showroom?

Yes No

6] How do you feel about TVS two wheeler vehicle?

a] Excellent b] good c] Moderate

d] satisfactory e] unsatisfactory

7] State the level of satisfaction for the service provided by dealersS?

a] Completely satisfied b]satisfied c] Dissatisfied

d] Not at all satisfied e] Neither satisfied nor dissatisfied

8] Whether brand name plays important role in purchased of TVS two wheeler?

Yes No

9] What are the reasons to purchase TVS vehicles?

a] mileage b] low maintenance c] Price

d] Wide range of products e] Brand name

10] When did you owned TVS vehicle

a) 6 month b) 1-2 years

c) 3 years d] 3-5 years

11] What are improvements in service that you demand from

TVS?

a] Service in time b] reliable service

c] well trained mechanics c] less labor charge

12] What are the different problems that you face at the time of service of your

Vehicle?

a] High price spare parts b] Not easily available

c] Delay in service d] Low quality of spare parts

13] How do you feel about after sales services provided by your dealers?

A] Very Good b] Good c] Average

D] Bad e] Very bad

14] RATE THE FACTOR YOU CONSIDER WHILE BUYING YOUR BIKE?

A] DESIGN/LOOK B] PRICE C] MILEAGE

D] MAINTENANCE

15] HOW DO YOU FEEL ABOUT THE PRICE OF YOUR VEHICLE?

A] RESONABLE PRICE B] AVERAGE PRICE

C] HIGH PRICE

16] DO YOU FEEL THE TVS PRODUCTS PROVIDES A COMFORTABLE RIDE?

A] YES B] NO

17] WHICH PROMOTIONAL ACTIVITY ATTRACTED YOU TO BUY THIS BIKE?

A] TEST DRIVE B] DISCOUNT

C] EXCHANGE D]OTHERS

18] WHAT KIND OF FINANCIAL ASSISTANCE HAVE YOU TAKEN WHILE PURCHASING?

A] BANKS B] SELF ASSISTANCE

C] OTHERS

19] WHAT is THE BEST MARKET PROMOTION STRATEGY FOR TVS?

A] ADVERTISING B] SALES PROMOTION

C] OTHERS

20] HOW IS TVS DIFFERENT FROM OTHER BIKES TO REACH ITS TOP STAGE OF PROMOTION

A] SPORTS EDITION BIKE B] MODERN TECHNOLOGY

C] ECONOMICAL BIKE D] OTHERS