INTRODUCTION

The concept of the word wheel is not of recent origin. Right form the days
when man started his living, to this day where there is tremendous technological
improvement, the importance of wheel is growing at a greater pace.
A growing economy, expanding cities and an increasing work load demand
time and resource management. Right from the executive to a collage going student,
there is a need for a set of wheels, which grant him/her easy mobility not only, which
is efficient and reliable but also affordable.
A four-wheeler is and affordable solution that will grant good mobility. To
satisfy the needs of the consume, a large number of companies have come up with a
good number of vehicle. In this aspect it is rather essential for any buyer to know the
finer parts, which give4s a good look, the performance, the driving, handling,
reliability, and above all, the affordability of a particular vehicle, before he owns it.
Most manufactures have understood this, and therefore developed different kinks of
cars.
As there are different kinds of consumers existing in each market for every
product, there is a need produce a wide range of products to satisfy all these
customers.
This classification was made on the grounds of better mileage, oil
consumption, pollution factors etc.
As we all know, for any organization to survive, in this highly competitive
world. It should take cadre of customers who are the backbone of it. To make its
services available to everyone Tata moters also have so many dealers in various
places. It is offering its valuable services to the people of Nellore district through one
of its dealers M.G. Brothers. Hence we felt the need of knowing about Customer
satisfaction on the products of Tata moters and the services of M.G. Brothers, in our
study.

INDUSTRY PROFILE
The automobile as we know it was not invented in a single day by a single inventor.
The history of the automobile reflects an evolution that took place worldwide. It is
estimated that over 100,000 patents created the modern automobile.
However, we can point to the many first that occurred along the way. Starting with the
first theoretical plans for a motor vehicle that had been drawn up by both Leonardo da
Vinci and Isaac Newton.
In 1769, the very first self-propelled road vehicle was a military tractor invented by
French engineer and mechanic, Nicolas joseph Cugnot (1725 1804). Cugnot used a
steam engine to power his instructions at the paris Arsenal by mechanic Brezin. It was
used by the French Army to haul artillery at a whopping speed of 2 mph on only
three wheels. The vehicle has to stop every ten to fifteen minutes to build up steam
power. The steam engine and boiler were separate form the rest of the vehicle and
placed in the front. The following year (1770), Cugnot built a steam-powered tricycle
carried four passengers.
In 1771, Cugnot drove one of his road vehicles into a stone wall, making
Cugnot the first person to get into a motor vehicle accident. This was the beginning of
bad luck for the inventor. After one of Cugnots patrons died and the other was exiled,
the money for Cugnots road vehicle experiments ended
Steam engines powered cars by burning fuel that heated water in a boiler,
creating steam that expanded and pushed pistons that turned the crankshaft, which
then turned the wheels. During the early history of self-propelled vehicles-both road
and railroad vehicles were being developed with steam engines. (Cugnot also designed
two steam locomotives that they proved a poor design road vehicles; however, steam
engines were very successfully used in locomotives. Historians, who accept that early
steam-powered road vehicles were automobiles, feel that Nicolas Cugnot was the
inventor of the first automobile.
After Cugnot Several Other Inventors Designed Steam-Powered Road
Vehicles
Cugnots vehicle was imporved by Frenchman, Onesiphore Pecqueur, who also

invented the first differential gear, improved Cugnots vehicle.

In 1789, the first U.S. patent for a steam-powered land vehicle was granted to
Oliver Evans.
In 1801, Richard Trevithick built a road carriage powered by steam-the first in
Great Britain.
In Britain, form 1820 to 1840, steam-powered stagecoaches were in regular
service. These were later banned from public roads and Britains railroad system.
Steam-driven road tractors (built by Charles Deitz) pulled passenger carriages
around Paris and Bordeaux up to 1850.

 In the United States, numerous steam coaches were built from 1860 to 1880.

Inventors included. Harrison Dyer, Joseph Dixon, Rufus Porter, and William
T.James.
Amedee Bollee Sr. built advanced steam cars form 1873 to 1883. The
La Mnacelle built in 1878, had a front-mounted engine, shaft drive to he
differential, chain drive to the rear wheels, steering wheel on a vertical shaft and
drivers seat behind the engine. The boiler was carried behind the passenger
compartment.
In1871, Dr.J.W. Carhart, professor of physics at Wisconsin State University, and
the J.I. Case Company built a working steam car that won a 200-mile race.

Early Electric Cars

Steam engines were not the only engines used in early automobiles. Vehicles with
electrical engines were also invented. Between 1832 and 1839 (the exact year is
uncertain), Robert Anderson of Scotland invented the first electric motor. The vehicles
were heavy, slow, expensive, and needed to stop for recharging frequently. Electricity
found greater success in tramways and streetcars, where a constant supply of
electricity was possible.
Around 1900, electric land vehicles in America outsold all other type of cars. Then in
the several years following 1900, sales of electric vehicles took a nosedive as new
type of vehicle came to dominate the consumer market.
History of the Internal Combustion Engine The Heart of the Automobile
An internal combustion engine is any that uses the explosive combustion of fuel to
push a piston within a cylinder the pistons movement turns crankshaft that then
turns the car wheels via a chain or a drive shaft. The different types of fuel commonly
used for car combustion engines are gasoline (or petrol), diesel, and kerosene.
A brief outline of the history of the internal combustion engine includes the following
highlights.
1680 - Dutch physicist, Christian Huygeness designed (but never built) an internal

combustion engine that was be fueled with gunpowder.

1807 - Francois Isaac de Rivaz of Swizerland invented an internal combustion
engine that used a mixture of hydrogen and oxygen for fuel. Rivaz designed a car
for his engine the first internal combustion powered automobile. However, this
was a very unsuccessful vehicle.
1824 - English engineer, Sumuel Brown adapted an old Newcomen steam engine
to burn gas, and he used it to briefly power a vehicle up Shooters Hill in London.
1858 - Belgian born engineer, jean joseph Etienne Lenoir invented and patented
(1860) a double-acting, electric spark-ignition internal combustion engine fueled
by coal gas. In 1863, Lenoir attached an improved engine (using petroleum and a
primitive carburetor) to a three-wheeled wagon that managed to complete an
historic fifty-mile road trip. (See image at top)

 1862 - Alphonse Beau de Rochas, a French civil engineer, patentee but did not

build a foru-stroke engine (French patent #52, 593, January 16, 1862).
1864 Austrian engineer Siegfried Marcus*, built a one-cylinder engine with a

crude carburetor, and attached his engine to a cart for a rocky 500-foot drive. It
was the worlds first gasoline-powered vehicle. Several year later, Marcus was able
to design a vehicle that briefly ran at 10 mph that some historians consider was the
forerunner of the modern automobile.
1873 George Brayton, an American engineer, developed an unsuccessful twostroke kerosene engine (it used two external pumping cylinders). However, it was
considered that first safe and practical oil engine.
1866 German engineers, Eugen Langen and Nikolaus August Otto improved on
Lenoirs and de Rochas designs and invented a more efficient gas engine.
1876 Nikolaus August Otto invented and later patented a successful four stroke
engine, known as the Otto Cycle.
1876 The first successful two-stroke engine was invented by Sir Dougald Clerk.
1883 French engineer, Edouard Delamare Debouteville, built a single-cylinder
four-stroke engine that ran on stove gas. It is not certain if he did indeed build a
car, however, Delamare-Deboutevilles designs were very advances for the time
ahead of both Daimler and Benz in some ways at least on paper.
1885 Gottlieb Daimler invented what is often recognized as the prototype of the
modern gas engine with a vertical cylinder, and with gasoline injected through a
carburetor (patented in 1887). Daimler first built a two-wheeled vehicle the
Reitwagen (Riding Carriage) with this engine and a year later built the worlds
first four-wheeled motor vehicle.
1886 On January 29, Karl Benz received the first patent (DRP No. 37435) for a
gas-fueled car.
1889 Daimler built an improved four-stroke engine with mushroom-shaped
valves and two V-slant cylinders.
1890 Wilhelm Maybach built the first four cylinder, four stroke engine.

Engine design and car design were integral activities, almost all of the engine
designers mentioned above also designed cars, and a few went on to become major
manufactures of automobiles.
Hailed as the industry of industries by Peter Drucker, the founding father of the
study of management, in 1946, the automobile industry had evolved continuously with
changing times from craft production in 1890s to mass production in 1910s to lean
production techniques in the 1970s.
The automotive industry in India grew at a computed annual growth rate (CAGR) of
11.5 percent over the past five years, the Economic Survey 2008-09 tabled in
parliament on 2nd July09 said.
The industry has a strong multiplier effect on the economy due to its deep forward and
backward linkages with several key segments of the economy, a finance ministry
statement said.

The automobile industry, which was plagued by the economic downturn amidst a
credit crisis, managed a growth of 0.7 percent in 2008-09 with passenger car sales
registering 1.31 percent growth while the commercial vehicles segment slumped 21.7
percent.
Indian automobile industry has come a long way to from the era of the Ambassador
car to Maruti 800 to latest M&M Xylo. The industry is highly competitive with a
number of global and Indian companies present today. It is projected to be the third
largest auto industry by 2030 and just behind to US & China, according to a report.
The industry is estimated to be a US$ 34 billion industry.
Indian Automobile industry can be divided into three segments i.e. two wheeler, three
wheeler & four wheeler segment. The domestic two-wheeler market is dominated by
Indian as well as foreign players such as Hero Honda, Bajaj Auto, Honda Motors,
TVS Motors, and Suzuki etc. Maruti Udyog and Tata Motors are the leading passenger
car manufacturers in the country. And
India is considered as strategic market by Suzuki, Yamaha, etc. Commercial Vehicle
market is catered by players like Tata Motors, Ashok Leyland, Volvo, Force Motors,
Eicher Motors etc. The major players have not left any stone unturned to be global.
Major of the players have got into the merger activities with their foreign counterparts.
Like Maruti with Suzuki, Hero with Honda, Tata with Fiat, Mahindra with Renault,
Force Motors with Mann.
Some of the early events and milestones in the car industry in India.
1928 The first imported car on the Indian roads.
1942 Hindustan Motors incorporated.
1944 Premier Automobiles started.
1948 First car manufactured in India.
1953 The Govt. of India decreed that only those firms which have a
manufacturing program should be allowed to operate.
1955 Only 7 firms HM, API, SMPL, PAL, M & M, and TELCO received
approval.
Key Facts about Indias automobile industry:
India ranks 12th in the list of the worlds top 15 automakers.
Entry of more international players.
Contributes 5% to the GDP.
Production of four wheelers in India has increased from 9.3 lakh units in 2002-03
to 23 lakh units in 2007-08.
Targeted to be of $ 145 Billion by 2016.

 Exports increased from 84,000 units in 2002-03 to 280,000 units in 2007-08

The Liberalization in 1990 in India opened the doors for the entry of foreign products
into the market. This made the market a consumer market with a lot of choices for the
consumers. The future of the products depends on the consumers satisfaction. The
products, which are able to attract the consumers, are having a bright future and the
others are lost in the competition. So it is very important to know the pulse of the
customers. The business people should always have correct information regarding the
satisfaction level in the customers. Different ways are to be implemented to increase
the satisfaction level in the customers.

TATA COMPANY PROFILE

Tata Motors Limited, formerly known as TELCO (TATA Engineering and Locomotive
Company), was formed in 1945. A Tata motor is the flagship company of the Tata
Group with an annual turnover of approximately US $ 20 billion (92519 crore) for the
year starting April 1st 2009 to March 31st 2010. More than 5.9 billion Tata Vehicles ply
on Indian roads making Tata a dominant force in India automobile industry. Its
product range covers passenger cars, multiutility vehicles, light, medium and heavy
commercial vehicles for goods and passenger transport.
7 out of 10 medium heavy commercial vehicles bear the trusted Tata mark. A Tata
motor has the unique distinction of giving India its first and only indigenously built
passenger car. The Tata indica and the premium feature sedan-The Tata indigo. The
indica, launched in 1998, reached the 2,50,000 sales mark within 52 months of launch.
The phenomenal success of these vehicles stands testimony of the companys research
and engineering expertise.
PROFILE
TATA motors was Established in 1945, Tata motors entered into a collaboration with
Paimler Benz of Germany in 1954 to manufacture commercial vehicles, the
collaboration ended in 1969. A Tata motor has since grown from strength to strength.
A TATA motor is Indias premier and the only fully integrated automobile
manufacture. It is among the worlds top 10 commercial vehicle producers. Tata
Motors Limited is India's largest automobile company, with consolidated revenues of
Rs. 92,519 crores (USD 20 billion) in 2009-10. It is the leader in commercial vehicles
in each segment, and among the top three in passenger vehicles with winning products
in the compact, midsize car and utility vehicle segments. The company is the world's
fourth largest truck manufacturer, and the world's second largest bus manufacturer.
Established in 1945, Tata Motors' presence indeed cuts across the length and breadth
of India. Over 5.9 million Tata vehicles ply on Indian roads, since the first rolled out
in 1954. The company's manufacturing base in India is spread across Jamshedpur
(Jharkhand), Pune (Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand)
and Dharwad (Karnataka). Following a strategic alliance with Fiat in 2005, it has set
up an industrial joint venture with Fiat Group Automobiles at Ranjangaon
(Maharashtra) to produce both Fiat and Tata cars and Fiat powertrains. The company
is establishing a new plant at Sanand (Gujarat). This is coupled with a nation-wide
customer support, sales and service network.
Tata Motors, the first company from India's engineering sector to be listed in the New
York Stock Exchange (September 2004), has also emerged as an international
automobile company. Through subsidiaries and associate companies, Tata Motors has
operations in the UK, South Korea, Thailand and Spain. Among them is Jaguar Land
Rover, a business comprising the two iconic British brands that was acquired in 2008.

In 2004, it acquired the Daewoo Commercial Vehicles Company, South Korea's

second largest truck maker. The rechristened Tata Daewoo Commercial Vehicles
Company has launched several new products in the Korean market, while also
exporting these products to several international markets. Today two-thirds of heavy
commercial vehicle exports out of South Korea are from Tata Daewoo. In 2005, Tata
Motors acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach
manufacturer, and subsequently the remaining stake in 2009. Hispano's presence is
being expanded in other markets. In 2006, Tata Motors formed a joint venture with the
Brazil-based Marcopolo, a global leader in body-building for buses and coaches to
manufacture fully-built buses and coaches for India and select international markets.
In 2006, Tata Motors entered into joint venture with Thonburi Automotive Assembly
Plant Company of Thailand to manufacture and market the company's pickup vehicles
in Thailand. The new plant of Tata Motors (Thailand) has begun production of the
Xenon pickup truck, with the Xenon having been launched in Thailand in 2008.
Tata Motors is also expanding its international footprint, established through exports
since 1961. The company enjoys a significant demand in export market like Europe,
Australia, South East Asia, Middle East and Africa also. The companys vehicles are
seen in over 70 countries now. It has franchisee/joint venture assembly operations in
Kenya, Bangladesh, Ukraine, Russia, Senegal and South Africa.
With over 3,000 engineers and scientists, the company's Engineering Research Centre,
established in 1966, has enabled pioneering technologies and products. The company
today has R&D centres in Pune, Jamshedpur, Lucknow, Dharwad in India, and in
South Korea, Spain, and the UK.
Customer sensitive approaches towards building products and state-of-the art
manufacturing facilities have given the company a huge lead over its competitors.
Today 7 out of every 10 medium and heavy commercial vehicles on Indian roads bear
the trusted Tata mark. Tata motors presence in the utility vehicles and passenger cars
market has been firmly established. In 1998, it launched Indias first fully indigenised
car, indica, to the discerning consumer and has been phenomenally successful. Tata
motors is consistently evolving in its offerings to the Indian automobiles market.
In 2005, Tata Motors created a new segment by launching the Tata Ace, India's first
indigenously developed mini-truck.
In January 2008, Tata Motors unveiled its People's Car, the Tata Nano, which India
and the world have been looking forward to. The Tata Nano has been subsequently
launched, as planned, in India in March 2009. A development, which signifies a first
for the global automobile industry, the Nano brings the comfort and safety of a car
within the reach of thousands of families. The standard version has been priced at
Rs.100,000 (excluding VAT and transportation cost). Designed with a family in mind,
it has a roomy passenger compartment with generous leg space and head room. It can
comfortably seat four persons. Its mono-volume design will set a new benchmark
among small cars. Its safety performance exceeds regulatory requirements in India. Its
tailpipe emission performance too exceeds regulatory requirements. In terms of
overall pollutants, it has a lower pollution level than two-wheelers being manufactured
in India today. The lean design strategy has helped minimise weight, which helps

maximise performance per unit of energy consumed and delivers high fuel efficiency.
The high fuel efficiency also ensures that the car has low carbon dioxide emissions,
thereby providing the twin benefits of an affordable transportation solution with a low
carbon footprint.
In May 2009, Tata Motors introduced ushered in a new era in the Indian automobile
industry, in keeping with its pioneering tradition, by unveiling its new range of world
standard trucks called Prima. In their power, speed, carrying capacity, operating
economy and trims, they will introduce new benchmarks in India and match the best
in the world in performance at a lower life-cycle cost.
MILESTONES ACHIVED

TATA MOTORS
CORPORATE
India's 2nd Most Reputed Company in the Nielsen Corporate Image Monitor (CIM) Study
2012-13
India's Most Valuable Corporate Brand in the annual study done by Brand Finance
Accredited with the 'Sustainable Plus' marque (Gold category) the world's first
Corporate Sustainability label by CII
Forbes Fab50 list of the best publicly traded companies in Asia-Pacific, for thriving amid
decelerating growth in Asia
Star Performer Award 2011-12 by Indian Engineering Export Promotion Council (EEPC)
Bankers Choice Award at the Asian Banker Leadership Awards 2012
Golden Peacock Global Award for Sustainability 2012 for significant contribution towards
corporate sustainability
ET Now World CSR Award for Best CSR Practice
Only Indian company to feature among top 15 in R&D in emerging economies OECD
Inclusive Development Report
Best Learning Organisations of Asia (2011-12)
Annual Gartner Top 25 Asia Pacific Supply Chain Organisations 2012
Most Preferred CV of the Year at the Northeast Consumer Awards 2012
IT Business Excellence Award by the Computer Society of India
Rural Marketing Association of India Award for Best CSR by a Brand & Best Long-term
Rural Communication Initiative
Champions of the Champions trophy at the Association of Business Communicators of
India (ABCI) Awards
BRANDS
The Tata Indigo eCS enters Limca Book of Records for a non-stop nation-wide endurance
drive, across 19 states, covering over 14,000 kms, in just 15 days
Tata Nano rated Most Trusted 4-wheeler brand - Brand Trust Report India Study 2013 and

2nd most trusted brand (4-wheeler) - ET Brand Equity Survey 2012.

MANUFACTURING
Tata Motors PVBU plants, Pune & Ahmedabad were conferred the pinnacle Safety Award
- Sword of Honour Award - by the British Safety Council (UK).
Tata Motors Pantnagar plant received LEED India Gold rating
JAGUAR LAND ROVER
No. 1 manufacturer in the J.D. Power & Associates & What Car? UK Vehicle Ownership
Satisfaction Study (VOSS) 2012
Platinum Big Tick In BITC'S CR Index for outstanding CSR
Jaguar F-Type declared 2013 World Car Design of the Year
Range Rover declared What Car? - Luxury Car of the Year
Range Rover Evoque wins Best Compact SUV at 2012 Auto Express Awards
Land Rover Discovery 4 3.0 SDV6 SE - Australia's Best Cars Best All Terrain 4WD
Award

Mr. Karl Slym, Managing Director, Tata Motors, receiving the Indian Multinational of the
Year award from the Hon'ble President of India, Mr Pranab Mukherjee.

Tata Motors : ASSOCIATES

Over the years, Tata Motors has made substantial investments in building
companies that add value, facilitate and support is diverse range of business activities.
Telco Construction Equipment Co. Ltd. (Telco)
Tata Technologies Ltd. (TTL) and Tata Technologies Ltd., USA (TTUS)
HV Axles Ltd., (HVAL)
HV Transmissions Ltd., (HVTL)
TAL Manufacturing Solutions Ltd. (TAL)
Sheba Properties Ltd. (Sheba)
Telco Dadajee Dhackjee Ltd. (TDDL)
Minicar (Indica) Ltd > (Minicar)

CUSTOMER SATISFACTION
Whether the buyer is satisfied after purchase depends on the offers performance in
relation to the buyers expectations. In general.
Satisfaction is a persons feeling of pleasure resulting from comparing a products
perceived performance (or outcome) in relation to his or her expectations.
As this definition makes clear, satisfaction is a function of perceived performance and
expectations. If the performance falls short of expectations, the customer is
dissatisfied. If the performance matches the expectations, the customer is satisfied. If
the performance exceeds expectations, the customer is highly satisfied or delighted.
Many companies are aiming for high satisfaction because customers who are just
satisfied still find it easy to switch when a better comes along. Those who are highly
satisfied are much less ready to switch. High satisfaction are delight creates and
emotional bond with the brand, not necessary a rational preference. The result is high
customer loyalty.
From past buying experience, friend and associates advice and marketers and
competitors information and promises buyers form their expectations. Some of todays
most successful companies are raising expectations and delivering performance to
match. These companies are aiming for TCS-total customer satisfaction. The key to
generating high customer loyalty is to deliver high customer value.
In addition to tracking customer value expectation and satisfaction, companies need
to monitor their competitors performance in these areas. For example, a company was
pleased to find that 80 percent of it customers said they were satisfied. Then the CEO
found out that its leading competitors attained a 90 percent customer satisfaction
score. He was further dismayed when he learned that this competitors was aiming to
reach a 95 percent satisfaction score.
Tools for Tracking and measuring customer satisfaction
Complaint and A customer-centered organization makes it easy for its
suggestions
customers to deliver suggestions and complaints. Many
systems
restaurants and hotels provide forms for guests to report likes
and dislikes. Some customer-centered companies P&G,
General Electric, Whirlpool establish hot lines with tool-free
800 telephone numbers. Companies are also adding web
pages and email to facilitate two-way communication,. The
information flows provide companies with many good ideas
and enable them to act quickly to resolve problems.
Customer
Studies show that although customer are dissatisfied with one
Satisfaction
out of every four purchases, less than 5 percent of dissatisfied
surveys
customers will complain. Most customers will buy less or
switch suppliers. Complaint levels are thu8s not a good
measure of customer satisfaction. Responsive companies

measure of customer satisfaction directly by conducting

periodic surveys,. They send questionnaires or make
telephone calls to a random sample of recent customers. The
also solicit buyers views on their competitors performances.

Ghost
shopping

While collecting customer satisfaction data, it is also useful to

ask additional questions to measure repurchased intention;
this will normally be high if the customers satisfaction is
high. It is also useful to measure the likelihood or willingness
to recommend the company and brand to others. A high
positive word-of-mouth score indicates that the company is
producing high customer satisfaction.
Companies Can Hire Persons To Pose As Potential Buyers To
Report On Strong And Weak Points Experienced In Buying
The Companies And Competitors Products. These mystery
shoppers can even these whether the companys sales
personnel handle various situations well. Thus, a mystery
shopper can complain about a restaurants food to test how the
restaurant handles this complaint. Not only should companies
hire mystery shoppers but managers themselves should leave
their offices from time to time, enter company and
competitors sales situations where they are unknown, and
experience first hand the treatment they receive as
customers. A variant of this is for managers to phone their
own company with questions and complaints to see how the
calls are handled.

Lost customer Companies should contract customers who have stopped

analysis
buying or who have switched to another supplier to learn why
this happened. When IBM loses a customer, it mounts a
thorough effort to learn where it failed. Not only is it
important to conduct exit interviews when customers first stop
buying, it is also necessary to monitor the customer loss rate.
If it is increasing this clearly indicates that the company is
failing to satisfy customers.
For customer-centered companies, customers satisfaction is both a goal and a
marketing tool. Companies that achieve high customer satisfaction ratings make sure
that their target market knows it.
When customers rate their satisfaction with an element of the companys
performance-say, delivery-the company needs to recognize that customers vary in how
they define good delivery. It could mean early delivery, on-time delivery, order
completeness, and so on. Yet if the company had to spell out every element in detail,

customers would face a huge questionnaire. The company must also realize that two
customers can report being highly satisfied for different reasons. One may be easily
satisfied most of the time and the other might be hard to please but was pleased on this
occasion.

NEED FOR THE STUDY

These days it is very clear that market is having drastic changes and all the companies
are acting according to it because to survive in the market and this should be achieved
by studying about the customer options and analyzing their future requirements.
This study is definitely going to help to analyze the customer and can take necessary
steps for the improvement of the services by the company.
Because customers are the real advertisement for any product so the company should
be in position to meet the customer requirements and also should maintain the
CUSTOMER RELATIONSHIP.
TATA MOTORS is not only concerned with selling of their products they also
concerned with providing service to the customers after selling. So there is necessity
for the company to find out the satisfaction level of the customers, at different levels
in the company. Which help the organization to find out the ways in improving the
services being provided to the customers, To increase the satisfaction level in them.

OBJECTIVES
The following are the objectives of the study:
Primary objectives :
To find the satisfaction level of the customer regarding the service provided.
To find out any drawbacks in the service delivery.
Secondary objectives :
To determine the performance of the company
To mark suggestions for promotional measures to increase the customer
satisfaction.

LIMITATIONS

The following are the limitations of the present study:

Surveyed area is limited only to Urban Jammu City
The time is a limitation to cover more respondents.
Sample size may not fully represent the whole population.
The information provided by the customers might be biased.

RESEARCH METHODOLOGY

INTRODUCTION :

The first and foremost step in the research process consists of problem identification.
One the problem is defined, the next is the research design becomes easier. The
research design is the basic framework, which provides guideline for the rest of the
research process. The research design specifies the methods of data collection and
analysis.
I.

Collection of Primary Data:

Communication and observation are the two basic means used by me for collecting
primary data. Communication involves questioning the respondents to secure the
desired information by using data collection instrument called Questionnaire. The
questionnaire used in my study is consisting of closed-end questions and one open
ended question.
Closed-end questions:
Fixed alternative questions are used in the questionnaire. This consists of
A. Dichotomous Questions: The respondent is given a choice between only
two alternatives.
B. Multiple-choice Questions: The respondents are given a set of alternatives
to answer.
Open-ended question:
The customers are asked to give suggestions to improve the service in the form
of open-ended question at the end of the questionnaire.

II. Collection of Secondary Data:

Internal and external secondary data is collected for the purpose of study. Internal
secondary data is collected within the company. This data includes company records,
previous research reports and other relevant information.
External secondary data is generated from outside. This data includes publications,
government records and Internet etc.
III. Sampling Procedure:
Sample Size: 100
Sampling Procedure: Simple random sampling approach has been
adopted.
IV. Mode of communication:
There are three different methods of communications used by me.
1. Personal interview
2. Telephone interview
3. Mail interview
Among the three personal interview is the most versatile and flexible mode of
communication. So the personal interview was more frequently for the study.

Statistical analysis:
Data analysis and interpretation are necessary ingredients to make the primary
data obtained useful for tacking effective strategic moves. The primary data, which
has been collected by survey using a structural questionnaire, has been systematically
organized, tabulated and edited, so as to properly analyze and achieve the objectives.

1.

What made you to buy this vehicle?

TABLE 1
S. No.
1.
2.
3.
4.
5.

Features
Model
Price
Quality
Brand Name
Other Benefits

No. of Respondents
23
13
21
29
14
100

%
23
13
21
29
14
100

Inference :
29% of the customers 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. The brand name of the TATA and quality of product should be taken care
of while providing service.
CHART 1

No. of Respondents

35

29

30
23

25

21

20

14

13

15
10
5

Model
Price
Quality
Brand Name
Other Benefits

0
Model

Price

Quality

Brand
Name

Other
Benefits

Reason for buying TATA Vehicle

2.

Are you satisfied about the explanation about the benefit / features /
warranty of the vehicle and the financial schemes and the delivery
procedure at the time of purchase?
TABLE 2
S. No.
1.
2.
3.
4.
5.
6.

Features
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied
No response

No. of Respondents
4
27
45
12
12
100

%
4
27
45
12
0
12
100

Inference :
76% of the customers are satisfied about the explanation about the benefits,
features, etc., at the time of purchase, out of which 27% are very satisfied, also 12%

are somewhat dissatisfied, so the company had to made more effort to satisfy the
dissatisfied customers.
CHART 2

No. of Respondents

50

Delighted

45

45

Very satisfied

40

Satisfied

35

Somewhat dissatisfied
27

30

Very dissatisfied
No response

25
20
12

15
10

12

0
Delighted

Very
satisfied

Satisfied

Somewhat
dissatisfied

Very
No response
dissatisfied

Satisfaction Level

3.

How is the reception at the time of enquiry by the sales personnel?

TABLE 3
S. No.
1.
2.
3.
4.
5.
6.

Features
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied
No response

No. of Respondents
12
30
42
4
12
100

%
12
30
42
4
0
12
100

Inference :
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 so the sale personnel are
performing their task quite efficiently. Also there are 4% customers that are somewhat
dissatisfied and 12% had not responded to the above question.
CHART 3

No. of Respondents

45

Delighted

42

Very satisfied

40

Satisfied

35

30

30

Somewhat dissatisfied
Very dissatisfied

25

No response

20
15

12

12

10

0
Delighted

Very
satisfied

Satisfied

Somewhat
dissatisfied

Very
No response
dissatisfied

Satisfaction Level

4.

Are you satisfied with the time taken to open the job card (work order).
TABLE 4
S. No.
1.
2.
3.
4.
5.

Features
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied

No. of Respondents
23
44
25
8
100

%
23
44
25
8
0
100

Inference :
44% of the customers are very satisfied by the time taken to open the job card,
25% are satisfied, 23% are delighted and 8% are somewhat dissatisfied.
CHART 4

50

44

No. of Respondents

45
40
35

Delighted

30
25

Very satisfied

25

23

Satisfied

20

Somewhat dissatisfied

15

Very dissatisfied
8

10
5

0
Delighted

Very satisfied

Satisfied

Somewhat
dissatisfied

Very
dissatisfied

Satisfaction Level

5.

Are you satisfied with the reception of the service advisor?

TABLE 5
S. No.
1.
2.
3.
4.
5.

Features
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied

No. of Respondents
11
50
30
9
100

%
11
50
30
9
0
100

Inference :
As we see that 61% of the customers are more than just satisfied by the reception of
the service advisors, thus the service advisors are performing their duties with
perfection, there are only 9% customers that are somewhat dissatisfied from service
advisors.

CHART 5

No. of Respondents

60
50

50

Delighted

40

Very satisfied

30

30

Satisfied
Somewhat dissatisfied

20

Very dissatisfied

11

10

0
Delighted

Very satisfied

Satisfied

Somewhat
dissatisfied

Very
dissatisfied

Satisfaction Level

6.

Are you satisfied with the facilities of the service station like customer
waiting room etc.,
TABLE 6
S. No.
1.
2.
3.
4.
5.

Features
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied

No. of Respondents
13
30
51
4
2
100

%
13
30
51
4
2
100

Inference :
51% of the customers are satisfied by the facilities of the service station, 30% are very
satisfied, the valuable suggestions can be taken from the unsatisfied customers to
improve the facilities.

CHART 6

60

No. of Respondents

51
50
Delighted

40

Very satisfied

30

30

Satisfied
Somewhat dissatisfied

20
11

10

Very dissatisfied

0
Delighted

Very satisfied

Satisfied

Somewhat
dissatisfied

Very
dissatisfied

Satisfaction Level

7.

Are the services being attended correctly to the relevant complaint?

TABLE 10
S. No.
1.
2.

Features
Yes
No

No. of Respondents
85
15
100

%
85
15
100

Inference :
85% of the customers say that the service is being attended correctly to
relevant complaint. Where as 15% feel that the service is not attended correctly to
relevant complaint.
CHART - 10

15%

Yes
No

85%

8.

Are you satisfied with the solutions to all the problems reported by you?
TABLE 8
S. No.
1.
2.
3.
4.
5.

Features
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied

No. of Respondents
6
40
34
16
4
100

%
6
40
34
16
4
100

Inference :
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. Thus 20% of the customers are not totally satisfied with

the solution for their problem thus the service advisor has to provide most satisfactory
solution.
CHART 8

45

40

No. of Respondents

40

34

35

Delighted

30

Very satisfied

25

Satisfied

20

16

Somewhat dissatisfied

15

Very dissatisfied

10

5
0
Delighted

Very satisfied

Satisfied

Somewhat
dissatisfied

Very
dissatisfied

Satisfaction Level

9.

Are you satisfied with the delivery made i.e., is the delivery made in time
as per the conditions desired by you from service station.
TABLE 13
S. No.
1.
2.
3.
4.
5.

Features
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied

No. of Respondents
10
33
34
19
4
100

%
10
33
34
19
4
100

Inference :
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.
CHART 13

40

No. of Respondents

34

33

35
30

Delighted

25
19

20

Very satisfied
Satisfied
Somewhat dissatisfied

15

10

10

Very dissatisfied
4

5
0
Delighted

Very satisfied

Satisfied

Somewhat
dissatisfied

Very
dissatisfied

Satisfaction Level

10.

Are you satisfied with the explanation of job done and bill at the time of
delivery.
TABLE 14

S. No.
1.
2.
3.
4.
5.

Features
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied

No. of Respondents
10
41
37
12
100

%
10
41
37
12
0
100

Inference :
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.
CHART 14

45

41

No. of Respondents

40

37

35
Delighted

30

Very satisfied

25

Satisfied

20

Somewhat dissatisfied

15

12

10

10
5

Very dissatisfied

0
Delighted

Very satisfied

Satisfied

Somewhat
dissatisfied

Very
dissatisfied

Satisfaction Level

11.

Are your receiving our service reminders regularly ?

TABLE 17

S. No.
1.
2.

Features
Yes
No

No. of Respondents
56
44
100

%
56
44
100

Inference :
56% of the customers are receiving the service remainders regularly. Whereas
44% of the customers are not receiving the service remainders regularly.

CHART - 17

44%
56%

12.

Yes
No

Have you been informed about the next service schedule ?

TABLE 18

S. No.
1.
2.

Features
Yes
No

No. of Respondents
60
40
100

%
60
40
100

Inference :
60% of the customers have been informed about the next service schedule.
Where as 40% of the customers are not informed about the next service schedule.

CHART 18

40%

60%

13.

Yes
No

Are you satisfied with the overall performance of the workshop.

TABLE 19

S. No.
1.
2.
3.
4.
5.

Features
Delighted
Very satisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied

No. of Respondents
4
42
46
7
1
100

%
4
42
46
7
1
100

Inference :
46% of the customers are satisfied with the overall performance of the
workshop, 42% are very satisfied, 7% are somewhat dissatisfied, 4% are delighted and
1% is very dissatisfied.

CHART 19

50

46

No. of Respondents

45

42

40
35

Delighted

30

Very satisfied

25

Satisfied

20

Somewhat dissatisfied

15

Very dissatisfied

10
5

0
Delighted

Very satisfied

Satisfied

Somewhat
dissatisfied

Satisfaction Level

Very
dissatisfied

FINDINGS
34% of the customer previously not used any vehicle, 26% used some other
vehicle, 23% used maruthi, 9% used mahindra and 8% used Toyota.
29% of the customer opted Tata vehicel 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.
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 he customers are satisfied by the attitude of the service personnel, 28% are
very satisfied, 140% are somewhat dissatisfied, 11% are delighted and 1% very
dissatisfied.
51% of the customers are satisfied by the facilities of the service station, 30% are
very satisfied, 11% are somewhat dissatisfied and 8% are delighted.
73% of the customers say that they are being informed if any extra job is required
to their vehicle. Where as 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. Where as 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.
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.
42% of the customers are satisfied by the labour and spare parts charge, 42% are
somewhat dissatisfied, 7% are very satisfied, 6% are very dissatisfied and 3% are
delighted.
56% of the customers are receiving the service remainders regularly, where as 44%
of the customers are not receiving the service remainders regularly.
60% of the customers have been informed about the next service schedule where
as 40% of the customers are not informed about the next service schedule.
46% of the customers are satisfied with the overall performance of the workshop
42% are very satisfied, 7% are somewhat dissatisfied, 4% are delighted and 1% is
very dissatisfied.

SUGGESTIONS
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. News papers, Drinking water and weeklies must be provided
and they must be up to the standards in customer waiting room.
MG Brothers must advertise it self about its service station by having boarding
mainly at sales point and at customer waiting room.
A separate phone must be made available to deal with customers to inform them
whether the service station is ready to accept their Vehicles 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.
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 services 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 cause 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.
If the problems identified are solved effectively, then the customer satisfaction
level increases on the organization.

M.G. BROTHERS AUTOMOBILES Pvt. Ltd., - NELLORE

CUSTOMER FEED BACK
Dear sir/Madam

I ,C.MAHESH doing my M.B.A in Ramaraja institute of

technology & science, Tirupati. My project title is study on Customer

satisfaction towords TATA MOTORS SERVICE with reference to

M.G.BROTHERS PVT.LTD NELLORE.
I would be greatly obligut if you can spare your most valuable time
to answer the following questions, which my urge in bringing out this project .
Name of the customer

Place

Ph

E-Mail

Vehicle Model

Vehicle Number

Address

QUESTIONNARIES:
1.

2.

3.

The Vehicle that you previously used

a) Maruti

b) Toyota

d) Not used any vehicle

e) Some other vehicle

c) Machindra

What made you to buy this vehicle

a) Model

b) Price

d) Brand name

e) Other benefits

c) Quality

Are you satisfied about the explanation about the benefits / features/ warranty
of the vehicle and the financial schemes and the delivery procedure at the time
of purchase.
a) Delighted

[
b) Very satisfied

]
c) Satisfied

d) Some what dissatisfied e) Very dissatisfied

4.

How is the reception at the time of enquiry by the sales personal [

a) Delighted
d) Some what dissatisfied

5.

c) Satisfied

e) Very dissatisfied

Is it ease of obtaining appointment i.e., are you satisfied with the reception of
the service advisor.

6.

b) Very satisfied

a) Delighted

b) Very satisfied

d) Some what dissatisfied

e) Very dissatisfied

]
c) Satisfied

Are you satisfied with the time taken to open the job card (work order)

7.

8.

a) Delighted

b) Very satisfied

d) Some what dissatisfied

e) Very dissatisfied
b) Very satisfied

d) Some what dissatisfied

e) Very dissatisfied

c) Satisfied

a) Delighted

b) Very satisfied

d) Some what dissatisfied

e) Very dissatisfied

c) Satisfied

Are the services being attended correctly to the relevant complaint [ ]

a) Delighted

10.

Are you satisfied with the facilities of the service station like customer waiting
room etc.,

9.

c) Satisfied

How is the attitude of the service personnel

a) Delighted

b) No

Are you satisfied with the quality of washing

a) Delighted

b) Very satisfied

c) Satisfied

d) Some what dissatisfied e) Very dissatisfied

11.

Are you satisfied with the delivery made i.e., Is the delivery made in times as
per the conditions desired by you from service station.[
a) Delighted

b) Very satisfied

]
c) Satisfied

d) Some what dissatisfied e) Very dissatisfied

12.

Are you satisfied with the explanation if job done and bill at the time of
delivery
a) Delighted

[
b) Very satisfied

c) satisfied

d) Some what dissatisfied e) Very dissatisfied

13. Do you feel labour and spare parts charge reasonable
a) Delighted

b) Very satisfied

c) Satisfied

d) Some what dissatisfied e) Very dissatisfied

14.

Are you receiving our service reminders regularly

a) Yes

15.

b) No

Are you satisfied with the overall performance of the workshop[

a) Delighted

b) Very satisfied

d) Some what dissatisfied

e) Very dissatisfied

c) Satisfied

Sir, I heartfully thank you for sparing your valuable time for me

CHILAKAPATI.MAHESH
Place

Date

Signature.

BIBLIOGRAPHY
Marketing research (third edition, published by Tata McGraw hill, new delhi).
PROF. G.C.BERI
Marketing Management (the Millennium edition & 8th Edition)
PHILIP KOTLER