Shubham Gandhi Ty Bba-ib Final Project.docx

A PROJECT REPORT ON “TO STUDY CONSUMER SATISFACTION AND SERVICE ANALYSIS OF ARIHANT TVS IN PHALTAN CITY”

SUBMITTED TO SAVITRIBAI PHULE PUNE UNIVERSITY IN PARTIAL FULFILMENT OF THE COURSE BACHELOR OF BUSINESS ADMINISTRATION (INTERNATIONAL BUSINESS)

BY

SHUBHAM NILESH GANDHI B.B.A-IB SEMESTER-VI ROLL NO – 5116

UNDER THE GUIDANCE OF THE PROJECT GUIDE PROF.DR. SHRISHTI GANGALAY

MARATHAWADA MITRA MANDAL’S COLLEGE OF COMMERCE PUNE 411004 YEAR 2018-2019

1

CERTIFICATE

2

DECLARATION I hereby declare that the work presented in this project entitled: “TO STUDY CONSUMER SATISFACTION AND SERVICE ANALYSIS OF ARIHANT TVS IN PHALTAN CITY” Was carried out by me under the guidance

of PROF.DR.SHRISHTI

GANGALAY From December 2018 to April 2019. This work or any part part of this work is based on original research and has not been submitted by me to any University/Institution for the award of any diploma or degree.

Date: Place:

SHUBHAM NILESH GANDHI

3

ACKNOWLEDGEMENT I would like to express my sincere thanks to the Savitribai Phule Pune University and Marathwada Mitra Mandal’s college of Commerce for giving me the opportunity to prepare and present this report. “There is a good saying that the work is successfully completed if the person is guided properly at the right time by the right person”, with that the good opportunities that we receive as well as the efficient supervision and the most valuable the internal guidance. Hereby I would like to express my deep gratitude to our ‘Prof. Dr. Mrs. SHRISHTI GANGALAY’, who in her busy schedule provided us with full support and encouragement, her whole hearted co-operation throughout the progress and the completion of the project and would also like to thank my friends for their encouragement and direct or indirect support in completion of the project. Last but not the least I would like to thank our principle for the exposure and support provided during the project.

SHUBHAM NILESH GANDHI T.Y.B.B.A (IB)

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INDEX CHAPTER NO CHAPTER 1 1.1 1.2 1.3 1.4

TOPIC

PAGE NO

INTRODUCTION OVERVIEW OF THE STUDY OBJECTIVE OF THE STUDY SCOPE OF THE STUDY LIMITATION OF THE STUDY

6-9 7 8 8 9

CHAPTER 2 2.1 2.2

COMPANY PROFILE COMPANY OVERVIEW PRODUCT DETAIL

10-15 11-12 13-15

CHAPTER 3

REVIEW OF LITERATURE

16-21

CHAPTER 4 4.1 4.2 4.3 4.4 4.5 4.6 4.7 CHAPTER 5

RESEARCH METHODOLOGY CONCEPT OF RESEARCH TYPES OF RESEARCH RESEARCH PROCESS DATA COLLECTION METHODS AND TOOLS RESEARCH SAMPLING RESEARCH GAP RESEARCH LIMITATION DATA ANALYSIS AND INTERPRETATION

22-27 25 25-26 26-27

CHAPTER 6

FINDINGS, SUGGESTION AND CONCLUSION

42-46

BIBLOGRAPHY

47

PHOTO GALLERY

48

ANNEXURE

49-50

27 27 28-41

5

CHAPTER 1 INTRODUCTION

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TITLE: CUSTOMER SATISFACTION AND SERVICE ANALYSIS OF ARIHANT TVS IN PHALTAN CITY 1.1 Overview of the Indian Two Wheeler Industry1: Automobile industry contributes to be one of the largest industries in India. Being the leader in product innovation and technological advancements in the manufacturing sector, it has been recognized as a driver of economic growth. In the last two to three decades, various actions have been taken by the Indian Government for bringing automobile industry at such a high level.The automotive industry in India is one of the largest automotive markets in the world. It was previously one of the fastest growing markets globally, but it is currently experiencing flat or negative growth rates. In 2009, Indiaemerged as Asia's fourth largest exporter of passenger cars, behind Japan,South Korea, and Thailand, overtaking Thailand to become third in 2010. Asof 2010, India was home to 40 million passenger vehicles. More than 3.7million automotive vehicles were produced in India in 2010 (an increase of33.9%), making India the second fastest growing automobile market in the world India's

passenger

car

and

commercial

(after

China).

vehiclemanufacturing industry

recently overtook Brazil to become the sixth largestin the world, with an annual production of more than 3.9 million units in2011. From 2011 to 2012, the industry grew 16-18%, selling around threemillion units. According to the Society of Indian Automobile Manufacturers,annual vehicle sales are projected to increase to 4 million by 2016, not 5million as previously projected. In 2011, there were 3,695 factories producing automotive parts in all of India. The average firm made US$6 million in annual revenue with profits close toUS$400 thousand.

1

http://www.streetdirectory.com

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1.2 Objective of the study: 1. To know the customer satisfaction level towards services of Arihant TVS. 2. To know the problems presently faced by the customers at Arihant TVS. 3. To study the post sales service performance. 4. To understand the gap between customer expectation and their preferences.

1.3 Scope of the study From the above study of objective we can find about the demand of TVS Motor and it will help the consumer to find out the which brand is been more used in area. The scope of demand forecasting depends upon the operated area of the firm, present as well as what is proposed in the future. Forecasting can be at international level if the area of operation is international. If the firm supplies its products and services in the local market then forecasting will be at local level. For making better strategy in future analysing various schemes will help to focus and plan for better development of revenue . This study will provide us data and information about various TVS Motor and its competitive position in the market and this will also help us to analyze the market potential of various TVS Motor as per consumer needs. This study provides a full idea about pattern and how customers are getting product from various brand How company owners could draw more people to their product if they act upon customer feedback and the researchers suggestions, which might not cost much.

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1.4 Limitations of the study Consumers are not interested to give their opinion about the subject There are many people don’t know difference between various two wheeler. In this study we felt that some consumers are not able to recollect their past experience regarding their Two-wheeler. With respect to actual population the sample size is too small. This might be effect the final result.

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CHAPTER 2 COMPANY PROFILE

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2.1Company Overview 2.1.1 Industry Profile TVS Group was established in 1911 by Shri. T.V. Sundaram lyenger. As one if India’s largest industrial entities it epitomizes Trust, Value and Service. TVS Motor Company Limited, the third largest two-wheeler manufacture. In India and among the top ten in the world, with an annual turnover of over USD 650 million. The year 1980 is one to be remembered for the Indian two-wheeler industry, with the roll out of TVS 50, India’s first two-seater moped that ushered in an era of affordable personal transportation. For the Indian Automobile sector, it was a break through to be etched in history. TVS Motor Company is the first two-wheeler manufacture in the world to be honored with the hallmark of Japanese Quality –The Deming Prize for Total Quality Management. TVS Motor Company Limited is one of the largest two-wheeler manufactures and also among the fastest growing companies in the country. It is the largest manufacturer of sub 100cc (50cc, 60cc & 70cc category) 2-wheeler in the world. It has the unique distinction of having sold nearly 4 million the highest ever in India. It exports its range of products to 17 countries worldwide. Its unrelenting pursuit of customer satisfaction in all aspects if manufacturing of 2-wheeler is reflected in over 6 million satisfied owners of mopeds, motorcycles and scooters. Its 4000 highly motivated employees manufacture high quality vehicles from two manufacturing plants in Hosur and Mysore, with a wide dealer network of around 410.

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2.1.2 Company Profile Arihant Automobiles is the Authorised Main dealership for TVS Motor Company. It operates in Phaltan taluka of Satara district. This dealership has8 authorised

dealerships

working

under

it.

It

includesShirwal,

Lonand,Sakharwadi, Waduj, Dahiwadi, Pusegaon, Mhaswad, Adarki. This firm alsohas newly opened another Authorised Main dealership in the city of Akluj. Arihant TVS has been serving the customers of Phaltan since 1989. It has achieved

various

awards

in

the

fields

of

quality

service,

customer

satisfaction, highest market share, innovative marketing strategies, etc. Currently, it has been awarded 25 years of glorious association with TVS by the Chairman & Managing Director of the company. Currently, Arihant TVS has the market share of 23.7 % in the period studied from April to December 2018. It averaged sales of 255 vehicles per month. It has achieved second rank in Maharashtra for the market share achievement. The company sells around 100 TVS Jupiter per month. The organisation has maintained constant market share between 20-35 % for last ten years. The dealership also provide quality service to more than 1100 bikes per month. The organisation

strives

to

provide

its

customers

excellent

services

by

arranging free service camps, vehicle exchange camps, roadside assistance, availability of spare parts and by maintaining huge inventory for customers to select their vehicle Arihant TVS has very strong principles in its foundations like trust, value and service. These principles retain the goodwill of the company which in turn helps to keep the sales number increasing. It has been associated with various organisations such as Satara District Dealers Association in which it was the President, which deals with the problems of dealers as well as the customers. It has associated with various banks such as Shriram Union, HDFC, TVS Credit, Indusind Bank, Malojiraje Bank, etc. for giving finance to the customers who can’t buy the vehicle in one go. 12

2.2 Products:

Two Wheelers in India was set up as a joint venture between TVS and Dunlop, UK in 1960. The company supplies wheels as Original Equipment to all major vehicle manufacturers in the country. Wheels India is entering into collaboration with Titan, the world leader in off-highway vehicle wheels relating to earthmoving, construction and agricultural equipment. Manufacturing Plants are located at Chennai, Tamil Nadu, Rampur, UP and Ranjangaon, Maharashtra. Wheels India has a workforce of 100.

a) TVS Victor Launched TVS Victor, 4-stroke 100 cc motorcycle, in august 2001; India’s first fully indigenously designed and manufactured motorcycle. 4-Stroke, 125cc, performance motorcycle with VT-I technology.

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b) TVS Apache: 4-Stroke, 150cc high performance motorcycle.

c) TVS Scooty: 4-Stroke, 90cc scooterette for the new generation.

d) TVS

Centra:

4-Stroke,

150cc

premium

performance

motorcycle.

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Moped: TVS Xl Super 70 cc: - On road price - 35000 TVS Xl Super Heavy Duty 70 cc:- On road price – 35400

Scooters: TVS Scooty Pep + 90 cc :On road price - 51900 TVS Scooty Zest 110 cc : On road price - 57200 TVS Wego 110 cc : On road price - 61900 TVS Jupiter 110 cc : On road price - 61400 TVS Jupiter ZX 110 cc : On road price – 64000

Motorcycle : TVS Sport ks 100 cc : On road price - 46000 TVS Sport Mag ks 100 cc : On road price - 50200 TVS Sport Mag es 100 cc : On road price - 53900 TVS Star city 110 cc : On road price - 57100 TVS Star city Gold Edition 110 cc : On road price - 59270 TVS Phoenix Drum 125 cc : On road price - 64560 TVS Phoenix Disc 125 cc : On road price - 67500 TVS Apache RTR old160 cc : On road price - 82200 TVS Apache RTR old Rear disc 160 cc : On road price - 84400 TVS Apache RTR new 160 cc : On road price - 82800 TVS Apache RTR new Rear disc 160 cc : On road price - 84950 TVS Apache RTR old 180 cc : On road price - 88450 TVS Apache RTR new 180 cc : On road price - 88850

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CHAPTER 3 REVIEW OF LITERATURE

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3.1 concept and Term2 A study on the customers Satisfaction and expectation towards after sales service of Two wheelers have attached the attention of many researchers in recent times, When formulating the problem for their study, the researcher should refer the studies already under taken previously. Adil Bashir (2013) “Consumer behavior towards online shopping of electronics in pakistan” in his research identified and got insight into consumer behavior towards online shopping of electronic goods with respect to Pakistan economy. Convenient sampling method is used to collect the data from 240 samples with the help of the questionnaire. The result of the study is the main barrier in the process of online shopping is the safety issue. People of Pakistan are afraid to share their personal information and financial information on internet and the low level of trust on online stores therefore; sellers have to make proper strategies to increase the customer’s level of trust on them. SiljaHokkanen (2012) in his study “The impact of in store customer service on post purchase” analyzed how in store customer service can affect satisfied impulse purchaser’ post purchase behavior in terms of store returns. The results of those study revealed that in-store customer service can positively affect impulse-buyers’ post purchase evaluations of service, and by increasing the level of in-store service the sales personal can influence the customers’ and move an initial impulse purchase into a permanent adoption. This in return can minimize store returns.

2

http://shodhganga.inflibnet.ac.in/bitstream/10603/43142/16/review%20of%20literature.pdf

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Charles- Henri Gros (2012) in his study “The influence of social media on consumers during their purchase decision making process” aims to explain how the influence of social media is reflected on consumers’ purchasing decisionmaking process and if this influence differs at the various stages of this process. Non probability sampling is used for collecting data from 260 consumers. The research is that the influence of social media also differs depending upon cultural background such as nationalities. Indeed, the study indicated that consumers depending on their nationalities appeared more or less influenced by social media at the various stages of their purchasing decision-making processes. WiwatJankingthong and pattanijGonejanart (2012) in their study “Factors affecting Post purchase behavioural intentions in Tourism sector” analyzed the relationships of factors affecting post- purchase behavioral intentions in tourism sector on the basis of the investigated variables from recent relevant literature. The study identifies the key drivers of post-purchase behavioral intention as well as their relationships, thus representing a significant step forward in the explanation of post purchase behavioral intentions. The synthesis of this study is that factors influencing post-purchase behavioral intention include the direct effect of CSR, service quality, perceived value and tourist satisfaction which have a positive relationship with post-purchase behavioral intention and tourist complaints which have a negative relationship with post-purchase behavioral intention and the indirect effect of CSR, designation image, service quality and perceived value on post-purchase behavioral intention through tourist satisfaction and the indirect effect of designation image and service quality on post-purchase behavioral intention through service quality and perceived value, respectively.

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Sheetal Soni and Abhishek Soni (2012) in their survey “consumer behavior towards two wheeler bikes” conducted on the consumer of two wheelers (based on responses from 100 two wheelers users from both urban and rural areas) in Jodhpur District of Rajasthan. Though the sample size is small, the study brings out some of the interesting observations about the general attitude of the Indian consumers towards their purchase decisions and behavior, which could be broadly applicable to many other consumer products as well. The conclusion of the study is the consumers expressed high satisfaction with their two wheeler bikes. Advertising is considered to be powerful medium in the marketing of automobiles. Amongst the different media that are used, television is the most effective in influencing the consumers’ buying decisions, keeping in view the ever increasing “growth rate” of population, prevailing standards of living and cost of vehicles, two wheelers bikes would continue to dominate the automobile industry in India. Vetrivel.T (2012) in his study “Pre-purchase and post purchase behavior of customers with reference to TVS motors in erode district” analyzed prepurchase and post-purchase Behaviour of customers with reference to TVS Motors in Erode district. This study was carried out for a period of 9 months in Erode district. The objective of this study is to be identifying the attitude of two wheelers owners towards TVS Motors. For these purpose 300 two wheelers owners were taken as sample for the study in order to get the needed information. The study is a descriptive type and convenient sampling is used. The data are collected from survey using questionnaire through interview schedule. From this survey, it was found that TVS vehicles are mainly preferred for its power & pickup, safely & comfort and design. Performance is a major factor for purchasing TVS brand. TVS motors has to update its technology to meet the changing customer needs and preference to cope up with the

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competitions in the market and adequate steps should be made to increase the quality in their services for better customer satisfaction. Mallikarjuna Reddy (2010) in his study “consumer behavior towards two wheelers motor bikes” This study carried out with the help of the four important major factors, through this the behavior of the consumer is evaluated. For his study he selected as 100 samples for data collection. The result of the study is the consumers mostly prefer Hero Honda bikes. As far as mileage per litre of petrol is concerned, Hero Honda is ruling the market and finding favour with the consumers.

S. Saravanan and Prof. N. Panchanatham (2009), in their study they discussed the essentials for Promotion of a product .The result shows that a customer considers all factors at the time of purchasing a two wheeler, although majority of customers give importance to the brand image. This study also describes the socioeconomic factors which satisfy two wheelers customers and that the employees and students crave for show room services. Khor Eng Tatt (2010) in his study “Factors influencing consumers buying behavior of Luxury branded goods” he conducted to focus on how consumer buying behavior reacts with regards luxury branded goods. The study also would like to understand further whether is there any interaction between the independent variable and moderating variable with the depend variable (consumer behavior). The details collected from 200 samples through questionnaire. Result analysis indicated that monthly does not moderate the interactions between the independent variable, brand Loyalty and dependent variable, Consumer buying behavior.

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Jagadeshkumar (June 2005) in his study “A study on customer expectations, experience and satisfaction level towards services provided at two-wheeler exchange mela’s with special reference to lotus TVS” Erode. A project report submitted to Faculty of management sciences.

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CHAPTER 4 RESEARCH METHODOLOGY

22

4.1 concept of research

As it is indicated in the title, this chapter includes the research methodology of the dissertation. In more details, in this part the author outlines the research strategy, the research method, the research approach, the methods of data collection, the selection of the sample, the research process, the type of data analysis, the ethical considerations and the research limitations of the project.

4.2 Types of Research : Based on the nature of study and its implications research is classified into different types. Many researchers classify research into various categories based on various angles of comprehension

1.

Applied Research:

It is carried out to find solutions to a real life problem that needs immediate action or policy decision. It is problem-oriented and action-directed which seeks immediate and practical results..For example, any market research activity.

2. Qualitative Research : It refers to a study based on qualitative data in order to get insights into problems and their solutions. These involves direct observation of behaviouror going

through

transcripts

or

undertaking

unstructured

interviews

and

subsequently analysingthem.For example, interviewing ten CEOs for their crisis management systems and then analysing the contents of the same.

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3. Quantitative Research: It refers to a study based on quantitative data in order to get an insight into problems and their solutions. This research study measures variables using numeric scales and helps in precise measurement of data, for knowing trends for comparison study.

4. Experimental Research: A research is conducted by comparing controlled experimental groups and controlling one or more variable. While the consequence of one variable is observed the others are assumed constant. Some of these are before and after studies and with or without control groups, Completely Randomised Design(CRD), Randomised Block Design (RBD), Latin Square Design (LSD), and factorial designs,etc.

5. Survey Method: This is one of the most frequently used methods of gathering information i applied social research. This process, through interviews, telephone or mail survey with a view to analyse a given social dilemma and thereafter present the solutions in the form of recommendations, involves a systematic and comprehensive study of particular community, organisation, group, etc.It is considered to be one of the most cost-effective technique. It encompasses measurement procedures

that

involve

asking

questions

to

respondents. Surveys

like

questionnaire or statistical surveys are used to gather data about people, their thoughts and behaviour.

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6. Descriptive Research: Descriptive research includes facts finding investigation and surveys of various kinds. Descriptive research or statistical search provides the data about the population being studied. The main intention is to depict the things in their present form. It describes the “who,what,when,where and how” of a situation and not what caused it. Hence, descriptive research or statistical research is used when the aim is to provide a systematic description that is as factual and accurate as possible. Often the ex post facto research is used for descriptive research studies in social science and business studies. Examples: studies on frequency of shopping, preferences of people, etc.

4.3 Research process Meetings were held during April and June of 2014 with the executives of the DMOs mentioned above, so as to gain acceptance of their participation in the research. More specifically, the researcher came in touch with and asked them to participate in the research after explaining the nature and the scope of the study. In general terms the respondents were willing to participate in the research and the interviews were conducted between May and June of 2014. The discussions took place at the offices of the executives and lasted approximately 20 to 25 minutes. During the interviews were mainly kept notes, in order to help the researcher to analyze the gathered data.

During the conduction of the interview, respondents were free to express their views even in topics which were not included in the discussed areas which were mentioned in paragraph 3.5. Finally, it should be noted that the conversations flowed smoothly and pleasantly.

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4.4 Data collection method and tools For the purposes of this research, in depth survey were used. In surveys , whose aim is to identify participant’s emotions, feelings, and opinions regarding a particular research subject., as well as eliminate non-response rates, but survey need to have developed the necessary skills to successfully carry an survey(Fisher, 2005, Wilson, 2003). What is more, unstructured interviews offer flexibility in terms of the flow of the survey, thereby leaving room for the generation of conclusions that were not initially meant to be derived regarding a research subject. However, there is the risk that the survey may deviate from the pre-specified research aims and objectives (Gill & Johnson, 2002). As far as data collection tools were concerned, the conduction of the research involved the use of semi-structured questionnaire, which was used as an survey guide for the researcher. Some certain questions were prepared, so as for the researcher to guide the interview towards the satisfaction of research objectives, but additional questions were made encountered during the survey.

4.4.1 Sample Design of the study a) Data Collection 1) Primary Data The primary data will be collected by directly interacting with the customers with the help of questionnaires. The primary data such as sales figures willbe collected from the dealer directly. 2) Secondary Data The

secondary

data

will

be

procured

from

the

company’s

website,

SIAM,Wikipedia and other trusted websites. The secondary data will also begenerated from various automobile magazines, journals, etc. b) Sample size and Sample area The sample size is of 100 customers and the sample area consists of whole taluka of phaltan. 26

c) Sample technique: The sample technique used will be Simple Random Sampling. It will give the clear and average idea, as the subjects will be selected randomly

4.5 Research Sampling The questionnaire is the main instrument for collecting data in survey research. Basically, it is a set of standardized questions, often called items, which follow a fixed scheme in order to collect individual data about one or more specific topics. Sometimes questionnaires are confused with surveys.

4.6 Research Gap This project helped me as well as the company to find out the real satisfaction of consumer, this help company to do well. Many researcher have done project on promotion technique and m arketing strategy but the company owner helped me to do this research as no one has done still marketing strategy followed by Arihant TVS company.

4.7 Research Limitations  Consumers are not interested to give their opinion about the research.  There are many people don’t know difference between various two wheeler model.  In this research we felt that some consumers are not able to recollect their past experience regarding their Two-wheeler.  With respect to actual population the sample size is too small. This might be effect the final result.

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CHAPTER 5 DATA ANALYSIS AND INTERPRETATION

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Analysis of data Analysis of data is a process of inspecting, cleaning, transforming, and modelling data with the goal of discovering useful information, suggesting conclusions, and supporting decision-making. Data analysis has multiple facets and approaches, encompassing diverse techniques under a variety of names, in different business, science, and social science domains.

Data Interpretation Data interpretation is part of daily life for most people. Interpretation is the process

of

making

sense

of

numerical

data

that

has

been

collected, analyzed, and presented. People interpret data when they turn on the television and hear the news anchor reporting on a poll, when they read advertisements claiming that one product is better than another, or when they choose grocery store items that claim they are more effective than other leading brands. A common method of assessing numerical data is known as statistical analysis , and the activity of analysing and interpreting data in order to make predictions is known as inferential statistics . Informed consumers recognisethe importance of judging the reasonableness of data interpretations and predictions by considering sources of bias such as sampling procedures or misleading questions, margins of error , confidence intervals , and incomplete interpretations. The lists of recent of TVS motor customers was obtained from the dealer’s records. The total number consisted of 178 customers of last two months, among these 100 customers were selected by Simple Random Sampling method for the study purpose. Hence, the number of respondents were 100 which have answered all the questions in thequestionnaire.

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1. TVS two wheeler model No. of Respondents

Respondents in %

SCOOTY

48

48%

VICTOR

38

38%

FIERO

8

8%

STARCITY

2

2%

CENTRA

4

4%

NO OF RESPONDENT 2 8

4 48

38

SCOOTY VICTOR FIERO STAR CITY CENTRA

INTERPRETATION: According to the survey it is found that most of the respondents have scooty (48%) and victor(38%)and few of respondents have fiero ,starcity and centra

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2. Did the salesperson spend sufficient time with you and explain everything about the vehicle?

NO OF RESPONDENT

YES

NO

100

72

28

NO OF RESPONDENT 80 70 60 50 40

NO OF RESPONDENT

30 20 10 0 YES

NO

INTERPRETATION: Most of the respondents(72%) are satisfied with the service of the salesman and least number of respondents(28%) are not satisfied.

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3. Was the vehicle delivered on promised time?

NO OF RESPONDENTS

RESPONDENTS IN %

YES

85

85%

NO

15

15%

NO OF RESPONDENT 100 80 60 40

NO OF RESPONDENT

85

20

15

0 YES

NO

INTERPRETATION: To most of the respondents (85%) the vehicle is delivered on promised time. Only to few of the respondents (15%) vehicle is not delivered on promised time.

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4. Were you offered a test drive during your visit to our showroom?

NO OF RESPONDENTS

RESPONDENTSIN %

YES

60

60%

NO

40

40%

NO OF RESPONDENT 0

0

40

60

YES NO

INTERPRETATION: 60% of the respondents were offered test drive and 40% of Respondents were not offered the test drive.

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5. How do you feel about TVS two wheeler vehicles?

No. of Respondents

Respondents in %

a]excellent

22

22%

b]good

30

30%

c]moderate

18

18%

Satisfactory

24

24%

Unsatisfactory

6

6%

NO OF RESPONDENT 6

22

24

EXCELLENT GOOD MODERATE 18

30

SATISFACTORY UNSATISFACTORY

INTREPRETATION: According to the survey 30% of the respondents feel good and 24%Of respondents feel satisfactory and 22% of the respondents feel excellent 18% of respondents feel moderate and 6% of respondents feel unsatisfactory

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6. State the level of satisfaction for the service provided by ARIHANT TVS showroom? NO OF

PERCENTAGE

RESPONDENTS COMPLETELY SATISFIED

8

8%

SATISFIED

34

34%

DISSATISFIED

18

18%

NOT AT ALL SATISFIED

14

14%

NIETHER SATISFIED

26%

NOR DISSATISFIED

26

NO OF RESPONDENT COMPLETED SATISFIED 8 SATISFIED

26 34

DISSASTISFIED NOT AT ALL SATISFIED

14 18

NEITHER SATISFIED NOR DISSATISFIED

INTERPRETATION: Most of the respondents (34%) are satisfied and 26% of respondents Are niether satisfied nor satisfied 18% of respondents are dissatisfied14%of respondents are not at all satisfied and 8% respondents are fully satisfied

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7. Whether brand name plays important role in purchase of TVS two wheeler?

no of respondents

respondents in %

yes

40

40%

no

60

60%

NO OF RESPONDENT

40 YES

NO 60

INTERPRETATION: Most of the respondents(60%) feel brand name is important 40% of the respondents feel brand name is not important

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8.What is the reason behind the purchase of TVS vehicle? Reason

No of respondent

Percentage

Mileage

30

30%

Low maintenance

15

15%

Brand name

10

10%

Price

40

40%

Wide range of

5

5%

product

NO OF RESPONDENT 5 30

MILEAGE

LOW MAINTENANCE BRAND NAME

40

PRICE 15

WIDE RANGE OF PRODUCT

10

INTERPRETATION: Most of the respondents feel mileage (30%) price (40%)and low maintenance (15%) and 10% of respondents feel brandname is important 05% of respondents feel wide range of respondents is important

37

9. When did you owned TVS vehicles?

no of respondents

respondents in %

6month

18

18%

1-2years

32

32%

3years

38

38%

3-5years

12

12%

NO OF RESPONDENT 12

18 6-MONTHS 1-2 YEARS 3 YEARS

38

32

3-5 YEARS

INTERPRETION: 38% respondents purchased Vehicles before 3 years 32% of Respondents purchased before 1- 2 years 18% of respondents Purchased before 6 months and 12% of respondents purchased before 3 – 5 years

38

10.What are the improvements in service that you need from ARIHANT TVS Motors?

No of Respondent

Percentage

Service in time

32

32

Reliable service

18

18

Well trained

12

12

38

38

mechanics Less labour Charge

No of respondent 38

40 35

32

30 25 18

20

No of respondent

12

15 10 5 0 Service in time

Reliable service

well trained mechanics

less labour

INTERPRETATION: Most of the respondents face the problem of delay in service (32%)And reliability of services (18%) some of the respondents face problem of mechanics(12%) and low quality Of spare parts (38%)

39

10.

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

your vehicle?

Problems

No of respondent

Percentage

High price spare part

36

36%

Not easily available

17

17%

Delay in service

39

39%

Low quality

7

7%

No of respondent 40 30 20 10 0

36

39 17 7

high not delay in price of easily spare available service part

No of respondent

No of respondent

low quality of spare part

INTERPRETATION: Most of the respondents face the problem of delay in service (39%)And high price of spare parts (36%) some of the respondents face problem of not easily availability of spares (17%) and low quality Of spare parts (7%)

40

12. How do you rate the overall performance of Arihant TVS? NO OF

PERCENTAGE

RESPONDENT Very good

16

16%

Good

42

42%

Average

33

33%

Bad

09

09%

Very bad

0

0%

NO OF RESPONDENT 0 9

16 VERY GOOD

33

GOOD

AVERAGE 42

BAD VERY BAD

INTERPRETATION: Most of respondents rate the service performance as good (42%) And Average (33%) some of the respondents rate as very good (16%) And bad (9%)

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CHAPTER 6 FINDINGS, SUGGESTIONS & CONCLUSION

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FINDINGS  According to the survey it is found that most of the respondents have scooty and victor and few of respondents have fiero ,starcity and centra  Most of the respondents satisfied with the service of the salesman and least number of respondents are not satisfied.  To most of the respondents the vehicle is delivered on promised time. Only to few of the respondents vehicle is not delivered on promised time  Most of the respondents were offered test drive and few of Respondents were not offered the test drive  According to the survey most of the respondents feel good and some Of respondents feel satisfactory and few of the respondents feel excellent few of respondents feel moderate and very few of respondents feel unsatisfactory  Most of the respondents are satisfied and few of respondents Are niether satisfied nor satisfied some of respondents are dissatisfied ,some of respondents are not at all satisfied and very few respondents are fully satisfied  Most of the respondents feel brandname is important other of the respondents feel brandname is not important  Most of the respondents feel mileage price and low maintanance and few of respondents feel brandname is important ,few of respondents feel widerange of respondents is important some respondents purchased Vehicles before 3 years 32 of Respondents purchased before 1- 2 years 18 of respondents

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Purchased before 6 months and 12 of respondents purchased before 3 – 5 years  Most of the respondents are need of less labour charges And Service in time and some of respondents need reliable Service and few of the respondents need well trained mechanics And availability of Spares .  Most of the respondents face the problem of delay in service And high price of spare parts some of the respondents face problem of not easily availability of spares and low quality Of spare parts .  Most of respondents rate the service performance as good And Average some of the respondents rate as very good And bad.  Most of the respondents are need of increase in number of service stations to reach maximum number customers  Most of the respondents have complaint about delay in availability of spare parts and high price.

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SUGESSION  To fulfill the needs of the respondents Arihant TVS should set new branches in the Tilakwadi and near JNMC to reach the maximum number customers.  According to the survey most of the respondents are in the need of the improvement in providing service in time and less labor charge Arihant TVS should take action by recruiting well trained service staff and. And implement machineries to provide service in time.  To know the problems faced by the customers at the time of post sale service should conduct free check up camps and collect the feedback of at the time of service

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CONCLUSION 

Most of the respondents are satisfied with the services of ARIHANT TVS motors.



Less labour charge and service in time service in time and increase in number of service station they are three major parameters in demand.



The sale of scooty and victor are high as compared other vehicles.



Most of the respondents feel good about TVS two-wheeler vehicles.

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BIBLIOGRAPHY Market Research by Tull and Hawkins Marketing Management by Philip Kotler WWW. Tvmotors.com

WWW.tvsvictor.com www.google.com

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PHOTO GALLERY

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ANNEXURE QUESTIONNAIRE Name of customer: Address: Mobile number:

1. TVS two wheeler model?

2. Did the salesperson spend sufficient time with you & explain everthing about the vehicle? a. Yes

b. No

3. Was the vehicle delivered on promised time?

a. Yes

b. No

4. Were you offered a test drive during your visit to our showroom? a. Yes

b. No

5. How do you feel about TVS two wheeler vehicle?

a. Excellent

b. Good

d. Satisfactory

e. Unsatisfactory

c. Moderate

6. State the level of satisfaction for the service provided by Arihant TVS?

a. Completely satisfy

b. Satisfied

c. Dissatisfied

d. Not at all satisfied

e. Neither satisfied nor dissatisfied

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7. Whether brand name plays important role in purchased of TVS two wheeler? a. Yes

b. No

8. What are the reasons to purchase TVS vehicles?

a. Mileage

b. Low maintainace

d. Wide range of product

c. Price e. Brandname

9. When did you owned TVS vehicle? a.6 months

b. 1-2 years

c. 3 years

d. 3-5 years

10. Do you suggest any improvement in Arihant TVS?

11. What are improvements in service that you demand from Arihant TVS?

a. Service in time

b. Reliable service

c. Well trained mechanics

d. Less labour charge

12. What are the different problems that you face at the time of service of your vehicle? a. High price spare parts

b. Not easily available

c. Delay in service

d. Low quality of spare parts

13. How do you rate the service performance of Arihant TVS?

a. Very good

b. Good

d. Bad

e. Very bad

c. Average

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