project on customer perception towards services of tata motors

“A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS”

CHAPTER – 1INTRODUCTI

ON

KRUPANIDHI DEGREE COLLEGE Page1


INTRODUCTION

The process whereby the individuals decide what, where, how, and from

where, they purchase goods and services. It includes all physiological, social and

physical behavior of potential customers they become aware of the products. They

purchase, consume evaluate, and tell others about product or service.

A name term, sign, symbol or design or a combination of them, intended to

identify the goods or service of one seller among a group of sellers to differentiate

them from those of competitors.

Customer behavior referred to as a study of when, why, how, where, and

what people do or do not buy products. It blends elements from psychology,

sociology, social psychology, anthropology and economics; it attempts to

understand the buyer decision making process, both individually and in groups. It

studies demographics and behavioral variables in an attempt to understand

people’s wants. It also tries to assess influences on customer from groups such as

family, friends, reference, groups, and society in general. Customer behavior study

on customer buying behavior, with the customer playing the three distinct roles of

user, payer, buyer.

Customer is the most important person to the marketer because the marketer

takes in to consideration on the liking and disliking of the customer and he

produces the goods and services accordingly.



CUSTOMER BEHAVIOUR IS IMPORTANT FOR THE THREE PERSONS:

1. FOR CUSTOMER :

As a customer most of the time we spend time in the market and a lot on

decision making that what to buy and how to buy and meeting and

conferencing with different types of peoples and friends with different types

of goods and services. After all these things we come to the conclusion and

then take some steps for the purchasing of different goods and services. If

we don’t have known how of the market we can suffer huge losses.

2. FOR PRODUCER :

Customer behavior is also important for producer because he design and

manufacture different types of product and services keeping in view the

wants and needs of customer.

3. FOR SCIENTISTS :

The knowledge of customer behavior is also important for scientists,

whether he is working for profitable organization or non-profitable

organization.



CUSTOMER BEHAVIOUR: THE PSYCOLOGY OF MARKETING

INTRODUCTION:The study of customer’s helps firms and organizations improves their marketing

strategies by understanding issues such as how.

The psychology of how customers think, feel, reason, and select between

different alternatives (e.g., brands, products);

The psychology of how the customer is influenced by his or her environment

(e.g., culture, family, signs, media);

The behavior of customers while shopping or making other marketing

decisions;

Limitations in customers knowledge or information processing abilities

influence decisions and marketing outcome;

How customer motivation and decision strategies differ between products that

differ in their level of importance or interest that entitle for the customer;

How marketer can adapt and improve their marketing campaigns and

marketing strategies to more effectively reach customer.

One official definition of customer behavior is “the study of individuals,

groups, or organizations and the processes they use to select, and dispose of

products, services, experiences, or ideas to satisfy needs and the impacts that



these processes have on the customer and society.” Although it is not

necessary to memorize this definition, it brings up some useful points.

Customer behavior involves services and as tangible products.

CUSTOMER PERCEPTION

PERCEPTION CAN BE DESCRIBED AS:

“HOW WE SEE THE WORLD AROUND”

Two individuals may be subject to stimuli under the same apparent

condition but how each person recognizes them, select organisms them and

interprets this is highly individual process based on each person’s own need, values

and exceptions, customer perception is defined as “The process by which an

individual select organizes and interprets stimuli by which an individual select

organizes and interprets stimuli in to a meaningful and coherent picture of the

world. A stimulus is unit of input to any set of the senses”.

However, what one persuades cab be substantially different from objective

reality. It need not be but there is often disagreement.

FACTORS INFLUENCING CUSTOMERS

PERCEPTION:



Number of factors operates to shape and sometime distort perception these

factors can reside in the perceiver in the object or target being persuade or in the

context of the situation in which the partition is made.

THE PERCEIVER:When an individual looks to target and attempt to interpret what he or she

sees, interpretation is heavily influenced by personal characteristics of the

individual perceiver.

TARGET:Characteristics of the target that is being observed can affect what is

perceived loud people are more likely to be noticed in a group than are persons.

THE SITUATION:The context in which we see object or events is important elements in the

surroundings environment influence our perception situation affects perception the

time at which an objective or event is seen can influence attention such as location,

light heat or any no of situation factors.

Customers ‘behaviors are strongly affected of perceived quality. In the

absence of direct experience or other information customer often rely on price as

individual of quality, The perception of risk,The individuals personality his

experiences and his exceptions the aspect of his cognitive structures which turn



constitute one of the more important forces that determines how the customer will

behave.

INTRODUCTION TO MOTOR INDUSTRY

The concept of the word “wheel” is not of recent origin. Right from 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 customer, a large number of companies have come up with

a good number of vehicles. 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 kinds of cars.



As there are different kinds of customers 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.

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 ½ 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 from

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 Cugnot’s patrons died and the other was

exiled, the money for Cugnot’s 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 theinventor of the first automobile.

INDIAN AUTOMOBILE INDUSTRY PROFILE

In India there are 100 people per vehicle, while this figure is 82 in china. It

is expected that India automobile industry will achieve mass motorization status by

2014.

INTRODUCTION:Since the first car rolled out on the streets of Mumbai (Bombay) in 1898, the

Automobile Industry of India has come a long way. During its early stages the auto

industry was overlooked by the government and the polices were also not



favorable. The Liberalization police and various tax reliefs by the Govt. of India in

recent years have made remarkable impact on Indian Automobile industry. Indian

auto industry, which is currently growing at the pace of around 18% per annum,

has become a hot destination for global auto player like Volvo, general motors and

Ford.

India’s automobile sector consists of the passenger cars and utility vehicles,

commercial vehicles, two wheelers and tractors segment. The total market size of

the auto sector in India is approximately Rest 540 billion and has been growing at

around 8 percent per annum for the last few years. Since the last four to five years,

the two wheel segment has driven the overall volume growth on account of the

spurt in the sales of the motorcycle. However, lately the passenger cars and

commercial vehicles segment has also seen a good growth due to high discount

lower financial rate and pickup in industrial activity respectively.

The automobile industry is fairly concentrated as in most of the segment two

or three players have cornered a major chunk of the total sales. For instance in

passenger car segment, MUL, Tata Motors and Hyundai motors control around

85% of the total annual sales. Similarly, in the two wheelers segment the sales

volume of Hero Honda, Bajaj auto and TVS motors constitute around 80% of the

total sales and in the commercial vehicle segment the market leader Telco controls

around 56% of the total annual sales. The auto components industry on the other

hand is highly fragmented through there are dominating players in some of the

critical segment.



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 India’s automobile industry:

India ranks 12th in the list of the world’s 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 customer market with a lot of

choices for the customers. The future of the products depends on the customer’s

satisfaction. The products, which are able to attract the customers, 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.



THE KEY PLAYER IN INDIAN AUTOMOBILE INDUSTRY

ARE :

Maruti Udyog Limited

Hero motors limited

Tata groups

Bajaj Auto limited

Mahindra group

Ashok Leyland

Yamaha motors India

Hyundai motors India limited

Toyota kirloskar motors privates limited

Honda Siel cars India limited



CHAPTER - 2RESEARCH

DESIGN



RESEARCH DESIGN

INTRODUCTION:

“A Research design is a basic plan which guides the data collection and

analysis phases of the project. It is the frame work that specified the types of

information to be collected, the sources of data collection procedure.” Thomas

Kinner.

“A Research design according to “Green and Tull” “It is the specification of

methods. It is the overall from work of the project that stipulated what information

is to be collected from which sources and by what procedure.”

A research design generally known as a method and procedure for acquiring

information needed to solve the problem. It is nothing but the basic plan that helps

in data collection or analysis.

The research designs that have been selected for the study are:

The project is done by survey method. A suitable structured questionnaire

was prepared to collect the information about the respondents’ perception towards

Tata Motors.

TITLE OF THE STUDY



The study aims at the “A STUDY ON CUSTOMER PERCEPTION

TOWARDS SERVICES OF TATA MOTORS”

STATEMENT OF THE PROBLEM

The Title “A STUDY ON CUSTOMER PERCEPTION TOWARDS

SERVICES OF TATA MOTORS” is selected because services after sales plays

very important role in satisfying the customer and very important to retain a

customer who is loyal to the product which he has purchased, the study is aimed at

the strategies of company for effective service after sales and to analyze the

customer perception towards service after sales of K H T Motors, (authorized

dealer of TATA & FIAT).

NEED FOR THE STUDY:

Today’s highly competitive life makes the marketer to know the pulse of the

market. They are supposed to be aware of the each and every minute changes

taking place in the market. It is known that because services after sales plays very

important role in satisfying the customer and very important to retain a customer

who is loyal to the product which he has purchased so more emphasis is laid on the

customers thus in today’s fast growing environment the customers, expect and

wants are more from the company.



Thus, for a company to move successfully with changes taking place, it has

to give emphasis on the customer and their needs and wants and find out what

customer percepts about the product and ways of satisfying them.

OBJECTIVES OF THE STUDY:

The main objectives of the study are as follows.

1. To find out what the customer thinks about services of TATA motors and

customers perception after sales service

2. To find how the service after sales is done.

3. To analyze the various aspects of after sales and their impact on customers.

4. To find the opinion about the facilities provided by KHT Motors.

5. Opinion about the service charges.

6. Customer’s opinion regarding the cost of spares.

7. To know whether services are done properly on time and delivered to

customer.

8. To know the customers opinion on performance of car after service.

SCOPE OF THE STUDY:

It is limited to Bangalore city, The study was conducted “KHT MOTORS”

Kundalhalli, Bangalore, in the area of Marketing.



The study is done to know to what extent the service after sales done by the

company is successful in benefiting the customers and ultimately the company.

The study has been done to ensure that this study would help the dealership and the

parent company to increase its market share of the company’s product. it will also

help in increasing the Good will of the company.

TYPE OF STUDY:

The type of study is Exploratory research.

Exploratory research is a type of research which is done to gain familiarity

with a phenomenon or acquire new insights into it in order to formulate a more

precise problem or to gather preliminary information that will help define problem

and suggest hypothesis. It helps in determining the best research design, data

collection method, and selection of subjects. Exploratory research is particularly

useful when researcher lack clear idea of the problems that they will face during

the study.

DATA SOURCES:

To fulfill the objective of the study, the data was collected both from

primary and secondary sources.

Primary data refers to information that is collected specially for the purpose other

than just solving problem.

Secondary data is the information that is collected for the purpose other than just

solving the specific problem in hand.



PRIMARY DATA:

The data is mainly collected for the first time to obtain information for

problem by the researcher is called primary sources. The method adopted here is

the direct personnel interviews with the help of questionnaire method. i.e., a

drafted questionnaire has been given directly to the customer for the collection of

the data.

SECONDARY DATA:

The data which are nit originally collected but rather obtained from

published sources or unpublished sources are known as secondary data.

Secondary data includes both Internal and External data.

Internal data includes company manuals, annual reports, and broachers etc.

External data are current information regarding the company and they were

obtained from company website, online sources, magazines etc.

SAMPLING DESIGN:

The method of sampling is adhered in this study is stratified random

sampling.

SAMPLING SIZE:

The number of customers selected for this study is 50.



ANALYSIS & INTERPRETATION OF THE DATA:

The data collected through different sources is edited, tabulated manually

and appropriate graphs and statistical techniques were used to interpret the results.

RESEARCH INSTRUMENTS:

The different are used to analyze the data, they are:

QUESTIONNAIRE:

The questionnaire in included multi choice answers to be chosen by the

respondents. The customers of KHT Motors have filled the questionnaire, giving

their opinion without any promoting on my part.

TABLES:

This study uses tables represents the data from the various customers, they are

represented both number of samples and percentage. Tables used are one way

tables.

GRAPHS:

The study also employs graphs to represent the data in table to give better

impression and interpretation of percentage in the table. Different types of graphs

were used.



PLAN OF ANALYSIS:

Since a structured questionnaire was used, data classification was done easily. The

data was grouped easily under various headings. To avoid wrong inference certain

factors like uncompleted and dishonest answers were eliminated. This readily

helped in revealing the perception of customers of KHT Motors.

LIMITATIONS OF THE STUDY:

1. Sample size for conducting survey is limited to that organization i.e. KHT

Tata Motors and that was done in Bangalore city .

2. Large number of sample size could not be covered because of the time limit.

3. The data provided by the respondents are limited to the customers own

attitude, knowledge and feeling, experience and henceresult may or may not

be reliable.

4. Probability of selecting exact sample is difficult.

5. Service after sales is wide area and hence it is difficult to understand the

concepts properly.



CHAPTER - 3COMPANY PROFILE



COMPANY PROFILE

BACKGROUND AND INCEPTION OF COMPANY:

Company Profile Tata Motors Limited Headquarters - Mumbai. TML is

currently headed by Ratan Tata. Tata Motors manufactures HCV, LCV, Passenger

cars, MUV and Military Vehicles. Global operations - UK, South Korea, Thailand

and Spain. TML - World's fourth largest truck manufacturer. World’s second

largest bus manufacturer.

Tata Motors Limited is India's largest automobile company, with

consolidated revenues of Rs.1,23,133 crores (USD 27 billion) in 2010-11. 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.

The Company's 24,000 employees are guided by the vision to be "best



in the manner in which we operate, best in the products we deliver, and best in

our value system and ethics."

Tata Motors, 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.

The foundation of the Company's growth over the last 50 years is a deep

understanding of economic stimuli and customer needs, and the ability to translate

them into customer-desired offerings through leading edge R&D. 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 centers in Pune, Jamshedpur, Lucknow, Dharwad in India, and in South

Korea, Spain, and the UK. It was Tata Motors, which developed the first

indigenously developed Light Commercial Vehicle, India's first Sports Utility

Vehicle and, in 1998, the Tata Indica, India's first fully indigenous passenger car.

Within two years of launch, Tata Indica became India's largest selling car in its

segment. In 2005,

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).



Tata Motors is equally focused on environment-friendly technologies in

emissions and alternative fuels. It has developed electric and hybrid vehicles both

for personal and public transportation. It has also been implementing several

environment-friendly technologies in manufacturing processes, significantly

enhancing resource conservation.

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

working on four thrust areas ± employability, education, health and environment.

The activities touch the lives of more than a million citizens. Tata Motors today is

etching a refulgent future.

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

acrossJamshedpur(Jharkhand),Pune(Maharashtra),Lucknow(UttarPradesh),Pantnag

ar(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). The Company's

dealership, sales, services and spare parts network comprises over 3500 touch

points; Tata Motors also distributes and markets Fiat branded cars in India.

MILESTONES TATA MOTORS LIMITED



Indica - India’s first fully indigenous passenger car.

Sierra – India’s first sports utility vehicle launched in 1992.

Tata Motors acquires Daewoo Commercial Vehicle Company in 2004.

Tata Motors gets listed on the NYSE in 2004. Acquisition of Jaguar and

Land Rover in 2008.

Tata Motors launches Nano - The People's Car in 2008

ACHIEVEMENT/AWARDS:

Awards Tata Motors Limited 8 India's Most Trusted Car Brand.

'Golden Peacock Environment Management Award' in 2003.

Forbes Global 2000 list for the year 2005 - Tata Motors ranked at 1215.

Tata Motors bagged the prestigious 'CII-EXIM Bank Award' for business

excellence in 2005.

Tata Motors bagged National Award for Excellence in Cost Management in

2006.

Tata Motors - Investor Relations, ranked first in India in 2008.

Tata Motors' Jaguar Won Asian Guild's Enterprise 2010 award.

2 Dec 2010 ... The Lucknow unit of Tata Motors Limited has won the "Best of

All" awards for 2009,

9 Nov 2004 ... Tata Motors , India's leading automaker , has won the 'Golden

Peacock Award' for Corporate Social Responsibility.

2 Sep 2006 ... Tata Motors' Commercial Vehicle Business Unit (CVBU) has

won the CII-Exim Bank Award for Business Excellence for the year 2005. ...



Tata Motors' today said its small car 'Nano' has received the good design

award for 2010.

5 May 2010 ... Their revolutionary car, Nano, has won gold prize at 2010

Edison Awards.

Tata Motors won a gold prize for the development of the low-cost ...

ACQUISITIONS:

In 2004 Tata Motors acquired Daewoo's truck manufacturing unit, now known

as Tata Daewoo Commercial Vehicle, in South Korea.

In 2005, Tata Motors acquired 21% of Aragonese Hispano Carrocera giving it

controlling rights of the company.

In 2007, Formed a joint venture with Marco polo of Brazil and introduced low-

floor buses in the Indian Market.

In 2008, Tata Motors acquired British Jaguar Land Rover (JLR), which

includes the Daimler and Lanchester brand names.

In 2010, Tata Motors acquired 80% stake in Italy-based design and engineering

company Trilix for a consideration of €1.85 million. The acquisition is in line

with the company’s objective to enhance its styling/design capabilities to global

standards.

VISION, MISSION AND QUALITY POLICY

VISION:



The vision statement of Tata Motors is "Best in the manner in which we

operate best in the product we deliver and best in our value system and ethics."

The vision statement of Tata Motors Limited, India's largest automobile

company, is to be "Best in the manner in which we operate, best in the products we

deliver,and best in our value system and ethics." To evolve into a world class

Indian car brand´

MISSION :

To provide passenger vehicles that offer customers exceptional value, and

through this build a company that provide its shareholders with superior return, and

is seen by society and other stakeholders as a valuable contributor to their

development´

QUALITY POLICY :

"We shall strive to deliver products to meet and exceed Customer

expectations of Quality, Delivery and cost"

We are committed to create value for all our stakeholders by continually

improving our systems and process through innovation, involving all our

employees.

This policy shall form the basis of establishing and reviewing the Quality

Objectives and shall be communicated across the organization. This policy will be

reviewed to align with business direction and to comply with all the requirements of



the Quality Management Standard.

COMPETITORS:

COMPETITORS Tata Motors relies heavily on its sales in India. Tata Motors

now faces stiff competition from fellow compatriots like Mahindra, Maruti,

Hyundaias well as multinational brands like Toyota and Chevrolet Honda Siel

cars India limited,. It has faced controversy over developing the Nanos.,

WORK FLOW MODEL



SWOT ANALYSIS

A SWOT analysis is a strategic planning tool used to evaluate the

strengths, Weaknesses, Opportunities & Threats involved in a project or


PRODUCTION CONTROL

QUALITY

ENGINE

GENERAL ASSEMBLY

PAINTING

WELDING

STAMPING


in a business venture or in any other situation requiring a decision.

STRENGTHS

Tata Motors is market leader In automobile industry with high market share.

Tata Motors Company have huge employee base.

Tata Motors employee productivity percentage is higher.

Tata Motors produce low price car with low fuel consumption.

Tata Motors is the reputable brand in Indian industry

Tata Motors limited is India’s largest automobile company with revenues of Rs. 35651.48 crores(8.8 billion) in 2007-07

The company’s dealership. Sales. Service and spare parts network comprises over 3500 touch points.

Tata Motors has been aggressively acquiring foreign brands to increase its global presence.

The research and development department of Tata Motors is very strong.

Tata Motors possess high corporate responsibility.

WEAKNESS

Shareholders of Tata Motors are not getting much from their investments due

to low ROI on shares.

The thing which customers do not like about Tata Motors vehicles is weak



safety standards.

Domestic sales are not impressive.

TATA always followed the low cost advantage strategy although the

other segment such as luxury car are still untapped.

OPPORTUNITIES

As it is low cost vehicle product so it can take the advantage of this

strength to exploit the opportunity by entering into the third world

countries.

Incorporate safety features in the vehicles to gain more customer satisfaction

and allow the safety cautious people to become the customer of TATA

motors.

Manufacturing luxury vehicles to attract corporate segment

Joint venture and acquisition in other countries.

THREATS

The prices of material such as steel, plastic, rubber is rising which also

raise the total production cost of vehicle.

Tata Motors has cost advantage over its competitors. If the competitors

will follow the same strategy then it may reduce the sales of TATA



motors.

Low safety standards.

Fluctuation in the economic condition.

Rising prices of petrol, diesel and CNG.

FUTURE GROWTH AND PROSPECTS: -

In India which are pretended to be arrival for sale to the general public in the

near future the company the company, plan, make its position stronger also

inpremium vehicle segment. To attract, recruit, induct and groom young managerial

talent for futureleadership position in the group.

PRODUCT PROFILE

Product Profile of Tata Motor s Limited

Passenger Cars & Utility vehicles

Tata Sumo

Tata Safari



Tata Indica

Tata Indigo

Tata Winger

Tata Magic

Tata Nano

Tata Xenon XT

Tata Rover (2009)

Tata Manza (2009)

KHT TATA MOTORS PROFILE

AUTHORISED TATA & FIAT CAR DEALER IN BANGALORE

We are conscious of the fact that vehicles are more than just a means of

transporting people and goods; we understand that they have a deep and far-

reaching impact on society, the national economy and the environment.



Established in 1986 as KHT Agencies Pvt Ltd - one of India's first Swaraj Mazda

Commercial Vehicles dealers, The Morzaria Core Group have come a long way

into the Automobile Industry - Commercial Vehicles in Bangalore, Karnataka.

K.H.T. Motors is a division of K.H.T Agencies (P) Ltd dealing with TATA Motors

and Fiat passenger cars providing end to end assistance from purchasing a new car

to servicing it and also offering Insurance and Financing facilities under the

same roof, providing additional support to the customers in today's busy

environment.

KHT MOTORS: Authorised Sales and Service, Spare Parts and Accessories

Dealers of TATA Motors - Cars and FIAT Passenger Cars

Most strategically and centrally located on the well-established Kundalhalli

Main Road, next to HP Petrol Station and near Cosmos Mall, KHT Motors

encompassing a wide vicinity covering about 10 KM of the entire Whitefield,

Brook Fields, ITPL Area, Kadugodi, Hoskote, Mahadevpura, Hoodi, Varthur

etc. It enables the entire gamut of commercial establishments, Hospitals,

apartment complexes, office goers, businessmen and women and residents in

the area providing easy access to visit, choose the dream TATA/FIAT car and

take a test drive.

Spread across 7000sq ft of plush, state of the art showroom with very

attractive display and pleasing and patient qualified and experienced staff to help

you choose your dream TATA/FIAT car.



KHT Motors dealership with TATA Motors and FIAT Passenger Cars was

established in December 2009 and is a division of KHT Agencies Pvt. Ltd and its

expansion program.

The global explosion of technology and advancement of the 21st century brought

with it a never ending race of newer and better modes of transportation and with it

the need to manufacture and cater to those needs. The spurt in income of people

also led to need to buy more and more comfortable and special features luxurious

modes of transports.

There was the other segment of the society who wanted to be one up and also own

vehicles; but at an very affordable price.

Who better than the TATAS would know and make their dreams come true?

So came the Nano - The People’s car! Small, Cute, Efficient, AFFORDABLE.

The TATAS is such an illustrious name, devoid of any need for introduction. KHT

proudly presents the entire range of vividly colour, beautifully shaped, amazingly

futuristic, technologically sound, sturdy TATA Cars Sales and Service, Spare Parts

and Accessories.

Backed with committed, qualified, experienced staff further strengthened with

extensive training from TATA Motors, KHT MOTORS has taken its maiden step

into car segment in the automobile industry, aiming to achieve further milestones

and adding ever more feathers in their cap.

(Our enthusiastic team eagerly awaits your valuable visit to our showroom.)

(Please Come, meet us over a cup of coffee and lets help you choose your dream

car best suited to you)



Along with sales the most important aspect according to us at K.H.T Motors is

servicing of your precious car. Our Service centre which is spread over 54,000sqft

conveniently located near the showroom is well equipped with all modern

equipment and experienced well trained staff to assist you and solve any problem

that arises with your car.

THE PROMOTERSMr. Kirit Morzaria: Founder - Morzaria Group

Managing Director - KHT Agencies P Ltd

Managing Director - KHT Motors

KHT Agencies (P) Ltd was founded by Mr Kirit Morzaria, a product of St Joseph's

College, Bangalore, completed Bachelor or Commerce Degree and obtained a

post-graduation degree in Business Management from Tharrock Technical College,

Essex, U.K. Before establishing KHT Agencies, he ran an automobile coach

building unit supplying luxury buses to government departments and tour

operators. He thus brought an understanding of the industry into his operations at

KHT Agencies and has guided it towards excellence. A fact acknowledged by

Mazda Motors Corporation, Japan, who invited Mrs and Mr Kirit Morzaria to visit

their factory in Japan in 1990.

Mr. Kirit Morzaria, a visionary, ambitious entrepreneur contracted Swaraj Mazda

for Sales and Service of its Commercial Vehicles and achieved the coveted

distinction of India's Top Dealer for a long time and also contributed significantly

to customers' needs of modified features of vehicles and arranged top notch

'custom made' commercial vehicles due to his prior experience in Auto Body

Building.



Mr. Adit Morzaria: Director - Morzaria Group

Director - KHT Agencies P Ltd

Director - KHT Motors

Adit Morzaria, Director, KHT Agencies (P) Ltd, is a Commerce Graduate and a

post graduate in Business Management from Christ College, Bangalore.

Continuing in this post since 2004, he has been driving the company to greater

heights.

The Morzaria Group is set to dazzle the Auto Industry in all segments with the

father-son duo; Mr. Kirit offering his mature, substantial auto experience of over

two decades and Adit with his fresh blood energy, innovative marketing plans and

aggressive entrepreneurship.

The group is fast moving into the auto industry with ambitious expansion plans.

THE MISSION

To provide maximum comfort, utility and luxury in Public, Private and

Commercial Transportation at affordable prices and excellent after sales service to

all levels of the society.

CHAPTER -4KRUPANIDHI DEGREE COLLEGE Page37


DATA ANALYSIS AND

INTERPRETATION

TABLE - 1

AGE OF RESPONDENTS

AGENo. OF

RESPONDENTS PERCENTAGE

21-30 24 48%



31-40 20 40%

ABOVE 40 6 12%

TOTAL 50 100%

ANALYSIS:

The above table shows data on the basis of the respondent’s age. respondents

are falling under the age group of 21- 30 are 48% and 31 – 40 are 40% and 12%

respondents are falling under above 40 years.

The age of respondents indicates their rationality of thinking and power of

decision making pattern of behavior of customers varies from one group to

another.



48%

40%12%

AGE OF RESPONDENTS

21 - 30

31 - 40

Above 40

INFERENCE:

From the above graph it can be inferred that majority of respondents are belonging to 21-30 years age. This age group will be sound enough to take decisions to the service center that will give quality service.



TABLE - 2 SEX OF RESPONDENTS

SEXNO. OF

RESPONDENT

S

PERCENTAGE

MALE 48 96%

FEMALE 2 4%

TOTAL 50 100%

ANALYSIS:

The above table shows that 96% respondents are male followed by 4% of

females. The sexual differences indicates the taste and preference customers of as

it changes on the basis of sex of respondents.



MALE FEMALE0

10

20

30

40

50

60

70

80

90

10096%

4%

NO OF SEX RESPONDENTS

INFERENCE:

Most of the respondents were male.



TABLE – 3

TABLE SHOWING ON THE BASIS OF OCCUPATION

OCCUPATIONNO. OF


PROFESSIONALS 13 26%

EMPLOYEES 11 22%

BUSSINESS MEN 10 20%

OTHERS 16 32%

TOTAL 50 100%

ANALYSIS:

The above table shows data on the basis of respondents occupation,. 26%

respondents are professionals and 22% respondents are employees, and 20%

respondents are business men and 10% are respondents are others are (drivers,

workers, etc..



26%

22%

20%

32%

BASIS OF OCCUPATION

PROFESSIONALSEMPLOYEESBUSINESS MENOTHERS

INFERENCE:

From the above graph it can be inferred that customers are all most

equally distributed in all classes hence it can be considered that all

classes of customers prefer Tata vehicles.



TABLE – 4

ACCESSIBILITY OF SERVICE STATION

Location Of Kht Motors

Service Station

NO. OF

RESPONDENTS

PERCENTAGE

ACCESIBLE 41 82%

NOT ACCESIBLE 09 18%

TOTAL 50 100%

ANALYSIS:

From the above table it is observed that 82% of respondents found service

station easily and 18% respondents could not find service station easily.

The location of service station which is identified by customer indicates the

reputation of service station and its accessibility.



ACCESIBLE NOT ACCESIBLE0

10

20

30

40

50

60

70

80

9082%

18%

ACCESSIBILITY OF SERVICE STATION

INFERENCE:

From the above table it can be inferred that the majority of

respondents have found service station easily. Since the location where it

is situated is easily accessible to all customers it seems that the service

center has taken effective measures for publicity among the customers.

TABLE – 5



SERVICE DEPARTMENT’S CONCERN TOWARDS

CUSTOMERS

Service Department’s

Concern

NO.OF

RESPONDENTS

Percentage

To A Greater Extent 10 20%

To Some Extent 34 68%

To Lesser Extent 6 12%

TOTAL 50 100%

ANALYSIS:

From the above table it is observed that 20% respondents respond that

service department’s concern is to a greater extent and 68% respondents respond

that it is to a some extent followed by 6% respondents respond that it is to lesser

extent.Customer care is very much important for the service department’s success

and effective customer care help in maintenance of good relationship between

service department and customers.



To A Greater Ex-tent

To Some Extent To Lesser Extent0

10

20

30

40

50

60

70

80

90

100

20%

68%

12%

Service Department’s Concern

INFERENCE:

From the above graph it can be inferred that majority of respondents

respond that service department concern towards customers is of some extent, as

effective customer care builds faith on service department in minds of customer

and customer will be loyal to the service station and service station will be

recommended to others by customer.



TABLE – 6

SUPERVISOR’S ATTENTION TOWARDS COMPLAINTS


NO.OF RESPONDENTS Percentage

Attentive 36 72%

Not Attentive 14 28%

TOTAL 50 100%

ANALYSIS:

From the data it is observed that 72% of respondents responded that

supervisors was attentive followed by 28% of respondents responded that

supervisors were not attentive towards the complaints made by the customer.

Supervisors in the service station have to pay attention towards complaints

of customer for the purpose of solving problem in car. The attentiveness of

supervisor is very much important for the purpose of gaining confidence of

customers and to gain faith among customers.



ATTENTIVE NOT ATTENTIVE0

10

20

30

40

50

60

70

80

90

10072%

28%


INFERENCE:

From the graph it can be inferred that majority of respondents

responded that supervisors was attentive towards complaints. The

service station has to give more importance to customers by giving more

attention towards complaints.



TABLE – 7

EXPLANATION OF PROBLEM BY THE SUPERVISOR

Explanation Of Problem By

The Supervisor

NO.OF

RESPONDENTS

Percentage

EXPLAINED 31 62%

NOT EXPLAINED 19 38%

TOTAL 50 100%

ANALYSIS:

From the above table it is known that 62% of respondents responded that

problems were explained and 38% of respondents responded that problems were

not explained .

The problem in the car has to be explained to the customers such that it will

gain knowledge among customers about the repairs and service done by service

department.



62%38%

Explanation Of Problem By The Supervisor

EXPLAINED

NOT EXPLAINED

INFERENCE:

From the above graph it can be inferred that the majority of respondents say

that explanation is given to customers. It is very essential because the customer can

make cost estimation about the repairs and the proper explanation leads to building

trust on the service station.



TABLE – 8

COST ESTIMATION OF PARTS AND OTHERS

COST ESTIMATION OF PARTS

AND OTHERS SERVICE

NO.OF

RESPONDENT

S

Percentage

GIVEN 42 84%

NOT GIVEN 8 16%

TOTAL 50 100%

ANALYSIS:

From the above table it is observed that 84% of respondents have responded

that cost estimation is given and 16% of respondents have responded that cost

estimation is not given.

Estimation of parts and repairs on problem had to be given to customer so

that the customers will get to know the problems in the vehicles and the customer

also can get know the effect of problems on the vehicles.



GIVEN NOT GIVEN0

10

20

30

40

50

60

70

80

90

10084%

16%

COST ESTIMATION OF PARTS AND OTHERS SERVICE

INFERENCE:

From theabove chart it can be inferred that the majority of respondents have

responded that the cost estimation is given so that customers will know the cost of

parts which has to be replaced and repaired cost estimation which is given earlier

builds trusts among the customers on service station.

TABLE – 9



REASON TO PREFER KHT TATA MOTORS FOR SERVICE

REASON TO PREFER KHT TATA

MOTORS FOR SERVICE

No.Of

Respondents Percentage

QUICK DELIVERY 13 26%

AFTER SALES SURVEY 14 28%

CUSTOMER CARE 11 22%

PROXIMITY 12 24%

TOTAL 50 100%

ANALYSIS:

From the above table it is observed that 26% of respondents have

responded that for quick delivery and 28% for after sales service and

22% for customer care and 24% for proximity preferred KHT Tata

motors for service.



26%

28%22%

24%

REASON TO PREFER KHT TATA MOTORS FOR SERVICE

QUICK DELIVERY

AFTER SALES SURVEY

CUSTOMER CARE

PROXIMITY

INFERENCE:

From the above pie chart it can be known that customers have preferred KHT Tata

motors for various reasons as per their conveniences.



TABLE – 10

TIME SCHEDULE FIXED BY SERVICE DEPARTMENT

BEFORE SERVICE

TIME

SCHEDULE

NO.OF

RESPONDENT

S

Percentage

GIVEN 38 76%

NOT GIVEN 12 24%

TOTAL 50 100%

ANALYSIS :


that time schedule is given followed by 24% of respondents has responded

schedule is not given.

Maintenance of time schedule is a very important aspect which is involved

in service station success and by fixing of time schedule the customers will be

benefited with greater convince.



GIVEN NOT GIVEN0

10

20

30

40

50

60

70

80

90

100

76%

24%

TIME SCHEDULE FIXED BY SERVICE DEPARTMENT BEFORE SERVICE

INFERENCE:

From the above table it can be known that majority of respondents have

responded that the time schedule was given and as majority of them are

professionals, business men, and employees delay in time schedule or improper

maintenance leads to waste of time and greater inconvenience to the customers.

TABLE - 11



WAS THE CAR DELIVERED ON TIME AFTER SERVICE

WAS THERE A DELAY IN

DELIVERY

NO.OF

RESPONDENTS

Percentage

YES 26 52%

NO 24 48%

TOTAL 50 100%

ANALYSIS:

From the above table it is classified that 52% respondents have responded

that there was a delay and 48% responding that there was no delay.

Maintenance of time schedule is very important for the service department’s

success and it is an integral part, which the customers expect in quality of service.

Delay in delivery causes waste of time and inconvenience to the customer.



YES NO0

10

20

30

40

50

60

70

80

90

100

52% 48%

WAS THE CAR DELIVERD ON TIME AFTER SERVICES

INFERENCE:

From the above table it can be inferred that majority of respondents has

responded negatively for delay in delivery of car as majority of respondents are

employees, professionals and business men it causes greater inconvenience to them

so, the service station has to maintain effective time schedule for better

convenience of customers.



Table - 12

INFORMATION PROVIDED THROUGH TELEPHONE BY

SERVICE DEPARTMENT DURING THE TIME OF SERVICE

INFORMATION

PROVIDED THROUGH

TELEPHONE

NO.OF


INFORMED 37 74%

NOT INFORMED 13 26%

TOTAL 50 100%

ANALYSIS:

The above table classifies data such that 74% respondents has responded that

information was provided through phone and 26% respondents has responded they

were not informed through telephone.

Proper information has to be provided to customers regarding their

vehiclesby the service department during the time of service.This helps the

customers to know their vehicles condition during the time of service.



INFERENCE:

From the above it can be inferred that majority of respondents has informed

that the information is provided through telephone. It is one of the key factors

which the service department has toconcentrate and if the proper information is

provided to customers through telephone it raises the faith on service department

and reduces customers burden to enquire themselves regarding their vehicles.


INFORMED NOT INFORMED0

10

20

30

40

50

60

70

80

90

100 74%

26%

INFORMATION PROVIDED THROUGH TELEPHONE


TABLE – 13

PERMISSION TAKEN BY SERVICE DEPARTMENT

FOR ADDITIONAL REPAIRS

PERMISSIONFOR ADDITIONAL

REPAIRS

NO.OF

RESPONDENTS

PERCENTAGE

TAKEN 36 72%

NOT TAKEN 14 28%

TOTAL 50 100%

ANALYSIS:

From the above table it is observed that the 72% respondents have

responded that permission is being taken for additional repairs followed by 28%

who have responded that permission is not taken for additional repairs.

The prior permission has to be taken by service departments for additional

repairs by the customer for the purpose if convenience of customers so that the

customers can judge the necessity of additional repairs.



TAKEN NOT TAKEN0

10

20

30

40

50

60

70

80

90

100

72%

28%

PERMISSIONFOR ADDITIONAL REPAIRS

INFERENCE:

From the above table it can be inferred that permission was taken for

additional repairs. This leads to build confidence among customers and develop

faith and good will on service department and organization.

TABLE - 14



PERFORMANCE& LOOK OF

VEHICLE AFTER THE SERVICE

NO. OF

RESPONDENTS

PERCENTAGE

EXCELLENT 10 20%

GOOD 18 36%

SATISFACTORY 22 44%

TOTAL 50 100%

PERFORMANCE & LOOK OF VEHICLE AFTER THE

SERVICE

ANALYSIS:

From the above table it is observed that 20% respondents have responded

that performance of vehicle after the service was excellent and 36% of respondents

responded as good and followed by 44% as satisfactory.

Performance of the vehicle and look of the vehicle after service is very

important factor, which is observed by the customers, and sometimes it indicates

the quality of service.



20%

36%

44%

PERFORMANCE & LOOK OF VEHICLE AFTER THE SERVICE

EXCELLENT

GOOD

SATISFACTORY

INFERENCE:

From the table it can be inferred that the majority of the customers has

responded that performance and look of vehicle after service was satisfactory and

hence service department has to give top most priority towards improving the

performance and clean service of vehicles during the time of service.



TABLE – 15

PERSONAL PRESENCE OF SUPERVISOR DURING THE

DELIVERY OF CAR AFTER SERVICE

PERSONAL PRESENCE

OF SUPERVISOR

NO. OF


PRESENT 41 82%

NOT PRESENT 09 18%

TOTAL 50 100%

ANALYSIS:


that supervisor was present during the time of delivery and 18% of respondents

have responded that supervisor was not present.

personal presence of supervisor is very much important and during the time

of delivery because it indicates supervisor concern towards customers.



PRESENT NOT PRESENT0

10

20

30

40

50

60

70

80

90

100 82%

18%

PERSONAL PRESENCE OF SUPERVISOR

INFERENCE:

From the above table it can be inferred that majority of the customers have

responded that supervisor was present during the time of delivery of vehicle and

this concern of supervisor towards customer helps in building good reputation,

trust, and faith in minds of customer.



TABLE – 16

QUALITY OF SERVICE AT KHT TATA MOTORS LTD .

QUALITY OF

SERVICE

NO OF


EXCELLENT 9 18%

GOOD 22 44%

SATISFACTORY 12 24%

POOR 7 14%

TOTAL 50 100%



ANALYSIS:


that quality of service is excellent and 44% respondents as good and 24%

respondents as satisfactory followed by 14% of respondents as poor.

The customers judge the quality of service by taking various factors into

consideration and the quality of service is very much important for the sales of

product.



18%

44%24%

14%

QUALITY OF SERVICE AT KHT TATA MOTORS

EXCELLENTGOODSATISFACTORYPOOR

INFERENCE:

From the above table it can be inferred that the majority of respondents have

responded that quality of service is good and satisfactory, and for the purpose of

betterment of service the problems and suggestions has to be rectified for the

purpose of customers satisfaction.



TABLE – 17

WAS AFTER SERVICE FEED BACK TAKEN

FEED BACK

TAKEN

NO OF

RESPONDENTSPERCENTAGE

YES 32 64%

NO 18 36%

TOTAL 50 100%

ANALYSIS:

From the above table it is observed that the 64% of respondents have

responded that after service feedback was taken and followed by 36% customers

responding no.

After service feedback is an important constraint that helps in maintaining

good customer relation and knowing customer perception towards company’s

service and helps in building brand image in minds of customer.



YES NO0

10

20

30

40

50

60

70

80

90

100

64%

36%

AFTER SERVICE FEED BACK TAKEN

INFERENCE:

From the above graph it is known that majority of customers have responded

that after service feedback was taken which helps in building good relation with

customers and supervisors has to concentrate more on getting after service

feedback.



CHAPTER -5SUMMARY

OF FINDINGS

SUMMARY OF FINDINGS & OBSERVATION:



The findings of the study conducted at KHTTATAMotors ltd,

are specified under.

1. Majority of the respondents belong to 21-30 years and 31-40 years

of age.

2. Most of the respondents are male.

3. Customers are almost evenly distributed in all field of occupation.

4. Majority of the respondents have found the service station easily

accessible.

5. Most of the customers have responded that Service departments

concerns towards them is somewhat good and some of them have

responded it is great.

6. Most of the respondents have responded that supervisors were

attentive and were listening to their complaints.

7. Majority of the customers have said that supervisors has given

explanation to the problem which are prevailing in the customers

vehicle.

8. Most of the customers were given cost estimation about parts and

repairs to problems prevailing in cars.

9. It was observed that customers have preferred KHT Tata motors for

various reasons as per their conveniences.

10. Majority of the customers have said that they were given a time

schedule about the service.



11. Most of the customers were disappointed that there was a delay in

delivery of vehicle.

12. Most of the customers were informed over telephone about the

vehicle during the service.

13. Permission for additional repairs were taken from most of the

customers.

14. Most of the respondents responded that performance and look of

vehicle after service was satisfactory.

15. Many of the Customers were happy that supervisor was present to

deliver the vehicle after service.

16. Most of the customers responded that quality of service at KHT

Tata motors was good.

17. Majority of the customers have said that after service feedback was

taken from them.



CHAPTER – 6SUGGESTIONS

& CONCLUSION

SUGGESTIONS:

1. The service station has to take effective measures to attract the customers of

all age group, and has to take effective measure for the purpose of publicity

among the customers through mass media of advertising.



2. The supervisors should be attentive in listening to customers complaints and

should explain to them about the problem in vehicles in addition to that cost

estimation of parts and repairs and service should be given to all customers.

3. The customers should be allowed in the workshop to look after the servicing

of their vehicles so that they get to know what is happening and enrich their

knowledge about vehicle

4. Time schedule has to be effectively maintained by service department for the

purpose of gaining customers confidence and vehicles should be delivered at

promised time.

5. The customer must be informed about the vehicle during the time of service.

And permission should be taken from customer in case there is an additional

repairs without fail.

6. The Vehicles should be fully serviced in terms of repairs and fully cleaned

and delivered and make sure that customer won’t return back with complaints.

7. Concession must be provided to regular customers and emphasis must be laid

on providing Good quality of service in order to retain customers and attract

new customers, after service feedback should be taken for effective changes.

CONCLUSION:

KHT Tata motors limited is providing good quality of service to

customers. It has big circle of loyal and proximity customers, but

improvements are needed in several areas like, Greeting the customers



when arrived at the station, providing information about repairs,

delivering the vehicle on promised time, improving the quality of service

and advertising about the showroom through mass media sources should

be done to attract customers. To conclude through quality of service

KHT Motors is benefitted and this helps in retaining customers,

attracting new customers and increase in sales of vehicles and has also

gained good reputation among customers and has also earned a brand

name.



CHAPTER -7BIBILOGRAPHY

BIBILOGRAPHY

1. “RESEARCH METHODOLGY” - APPANNAIAH, REDDY, RAMANATH

2. “MARKETING MANAGEMENT” - PHILIP KOTLER



3. “CUSTOMER BEHAVIOUR” - C.SUJA NAIR

WEBSITES

WWW.TATAMOTORS.COM

WWW.KHTMOTORS.COM

WWW.GOOGLE.COM

WWW.CARSINFOINDIA.COM .


http://WWW.CARSINFOINDIA.COM/

http://WWW.GOOGLE.COM/

http://WWW.KHTMOTORS.COM/

http://WWW.TATAMOTORS.COM/


CHAPTER – 8

ANNEXURES

PRODUCT PROFILE

Product Profile of Tata Motor s Limited.



TATA INDICA V2

TATA INDICA VISTA

TATA INDIGO


http://en.wikipedia.org/wiki/File:AutoExpoIndica.jpg


TATA MANZA

TATA SUMO

TATA SAFARI



TATA XENON

TATA NANO

TATA INDIGO MARINA



TATA ARIA

TATA LAND ROVER

JAGUAR XFR



TATA SUMO GRANDAE MIKI

TATA RANGE ROVER



FIAT LINEA

FIAT GRANDAE PUNTO



“A SYUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICES OF TATA MOTORS ’’

[WITH REFERENCE TO K H T MOTORS, AUTHORISED DEALER OF TATA & FIAT]

Dear Sir/Madam, myself Shashi Kumar M.R pursuing my final year BBM. Since I have to undertake a project as a part of curriculum of the University, I am conducting a survey on the above topic“ CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS ”

QUESTIONNAIRE

Customer name :

Address :

Vehicle Model :

1. Sex : Male [ ] Female [ ]

2. Age : 18-20 [ ] 21-30 [ ] 31-40 [ ] Above 40 [ ]

3. Occupation :

4. Did you find any difficult in location of service station?

a) Found easily [ ] b) Not found easily [ ]

5. When you arrived at service station were you greeted promptly ?

a) To Greater extent [ ]b) To some extent [ ]c) To Lesser extent [ ]

6. Where the supervisors attentively listening to your complaint ?

a) Attentive [ ] b) Not Attentive [ ]

7. Did Supervisors explain to you about the problem in car ?

a) Explained [ ] b) Not Explained [ ]



8. Mention the reason to leave the vehicle for service at KHT TATA motors?

a) Quick delivery [ ] b) After sales service [ ]b) Customer care [ ] d) Proximity [ ]

9. Where you given a cost estimation about parts & other services charges?

a) Given [ ] b) Not Given [ ]

10. Was the time schedule given to you as when the car will be ready for delivery after service ?

a) Given [ ] b) Not Given [ ]

11. Was your car delivered on the date as informed earlier?

a) Yes [ ] b) No [ ]

12. Where you informed over telephone about your car during service period?

a) Informed [ ] b) Not Informed [ ]

13. Did they take your permission for additional repairs other than mentioned in job card ?

a) Taken [ ] b) Not Taken [ ]

14. How was the performance of your vehicle at time of delivery ?

a) Excellent [ ] b) Good [ ] c) Satisfactory [ ]

15. Was the Supervisor present to deliver the car after Repairs & Service ?

a) Present [ ] b) Not Present [ ]

16. How do you rate the Quality of service of KHT TATA Motors ?

a) Excellent [ ] b) Good [ ] c) Satisfactory [ ] d) Poor [ ]

17. Have they taken your after service feed-back through phone or mails etc. ?

a) Yes [ ] b) NO [ ]


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