CUSTOMER SATISFACTIONAT

TATA MOTORS

SUBMITTED TO:- SUBMITTED BY:- Dr. S.N. Mahapatra Mehak Raina Dr. Jitender Batra MBA General

11001532024

INTRODUCTION

“SATISFACTION is a person’s feelings of pleasure or disappointment resulting from comparing a products perceived performance in relation to his or her expectation.”

Philip Kotler

Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals

Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.

OBJECTIVE OF THE STUDY

The most basic objective of a customer satisfaction surveying program is to generate valid and consistent customer feedback (i.e., to receive the voice of the customer - “VOC”), which can then be used to initiate strategies that will retain customers and thus protect the most valuable corporate asset--loyal customers)

For improving the services of Tata Motors which they provide to their customer

To know perception of customers about Tata Motors.

To know whether the customer is satisfied with the services provided.

To know the satisfaction level of customers at Tata Motors.

PROFILE OF THE COMPANY

Tata motors ltd. is India’s largest automobile company with consolidated revenues of Rs.43.324 crores for the quarter ended June 30,2012.

Tata motors was established in 1945 by Jamshed ji tata.

Manufacturing base is spread across Jamshedpur,Pune,Lucknow,Patnagar and Dharwad.

World’s 5th largest passenger automobile and commerci al vehicle manufacturing company.

RESEARCH METHODOLOGY

The purpose of methodology is to describe the process involved in research work. This includes the overall research design, data collection method, the field survey and the analysis of data.

In Research Methodology we have following steps: Research Design Sources of Data Sampling Method Field of survey Analysis

SAMPLING DESIGN:Convenient Sampling

SAMPLE SIZE:110 respondents

SOURCES OF DATA COLLECTION:Primary data collectionSecondary data collection

TOOLS AND TECHNIQUES USED FOR ANALYSIS:Questionnaire Face to face interview

RESPONDENTS:People having carsBelonging to middle and upper class

ANALYSIS1. Reason to purchase vehicle from Tata motors? It is seen that 36% respondents purchase Tata car because of the

after sales services. 23% respondents purchase it because of quick delivery. 9% purchase because of all features and 32% respondents purchase because of customer care.

2. Price of Tata car when compared with its facilities? Maximum no. of respondents think that its price is normal

when it is compared with its facilities.

3. Satisfaction with your Tata car? maximum no. of consumers are satisfied with the Tata cars.

4. Maintenance cost of your TATA CAR?

maximum no. of consumers think that its maintenance cost is medium.

5. Overall performance of Tata cars?

maximum no. of customers think that the overall performance of Tata cars is good.

6. Satisfaction with service provided by authorised Tata dealer?

maximum no. of customers are satisfied with the service provided by the authorized dealer of Tata motors.

7. Reasons to go for Tata cars? maximum no. of customers go for a Tata car because of its

travelling comfort.

8. Drive comfort with Tata cars? maximum no. of the customers feel that the drive comfort of the Tata cars is very high.

9. Satisfaction for the waiting area? maximum no. of consumers are highly satisfied with the waiting area.

10. Information given by sales representative? maximum no. of consumers find that the information provided to them

is satisfactory.

11. Overall opinion about Tata Motors? maximum no. of consumers think that the overall performance of Tata

motors is excellent.

FINDINGS The main findings of the study are as follows:

55% respondents are govt. employee and 10% percent are private employee.

82% respondents are male and 28% female.

73% of respondents think that price of the car is normal as compared to its facilities and 13% think its low.

66% customers are with the Tata car.

38% purchase the brand cars because of its mileage and 25% purchase it because of its design.

50% of the consumers said that the overall performance of the cars is

good but 18% its poor.

•Most of the people are highly satisfied with the quality of workmanship.

•49% purchase the brand because of travelling comfort while 15% purchase it because of its brand name.

•89% of consumers believe that the service centre should be increased in the rural area.

•60% are offered with a test drive.

•60% of the customers said that the post follow up is done regularly.

•55% customers said that its spare parts are available outside the service centre and 18% customers said that its not available.

•Décor of waiting area is pleasing.

•Service at Tata motor service ststion is excellent.

•Responds to complaints quickly.

CONCLUSION Tata is one of the best companies because of its good environment. The

experience in the customer organization was great because I have learnt many practical concepts and came to know how actually an organization works.

  This study is done to know the customers satisfaction towards Tata cars

with the help of data collected from customer through questionnaires. By this study we also knew that customer have mixed opinion about Tata cars.

  The result of the survey conducted showed that most of the customers

purchase car based on mileage followed by price. This study also shows that customers prefer looks of the car.

SUGGESTIONS The company should take R&D to improve the existing

features which helps to increase the customer satisfaction. A majority of customers give opinion that the company should

increase its service centre in rural areas. Maximum customers are not purchasing the Tata cars because

of its models & design. So, the company should bring changes in its models & design.

To provide mobile services where one should be able to reach in case of any breakdown.

Tea, cold drinks etc. should be provided to the customers in waiting area.

Customer care is the best way to build long term relations because they have also emotional and psychological needs when they purchase a car.