Consumer Perception: New Horizon College of Business Management

Consumer perception
CHAPTER 1 INTRODUCTION
BACKGROUND OF THE STUDY The two wheeler segment in the automobile industry plays a vital role in India. The present day market is such that a two wheeler is affordable by middle class people in urban areas where as high class people (especially students) go for sporty bikes which cannot be afforded by the middle class people. Two wheelers are also more convenient for travelling short distance within the city and for individual. Over the years the sales figure of the two wheelers has increased to a very large extent. The sales of the two wheelers in 1950 were merely 900 units, whereas now the sales have gone up to millions. The two wheeler market mainly consists of scooters, mopeds, and motorcycles. The motorcycles segment forms 65% of whole of two wheeler segment. Whereas earlier the motorcycles had a very small share in the two wheeler segment but with the collaboration of Indian and Japanese companies (Honda, Suzuki, and of Kawasaki) the share has increased tremendously with reason being that two wheelers had a superior engine, better pick-up, good mileage, improved designs and large options to choose from. The two wheeler segment is divided into two stroke and four stroke categories. The two stokes consists of kinetic Honda, Nova, Yamaha RX135, etc. The four strokes category consists of Honda Activa, Honda dio, TVS wego, Suzuki access, etc.
New Horizon College of Business Management
Consumer perception
The Indian two wheeler industries produced and sold about 3.4 million units in the year 1999-2000. Like any other Indian industry, the policy environment guided and controlled this segment of the industry as well. Licensing horns ruled day till the mid 80s access to foreign technology inputs and foreign investment were strictly government controlled. Since mid 80s, the Indian automobile industry was administrated select doses of liberalization, foreign collaboration coupled with Indian market potential, attracted world major companies like Honda, Yamaha, Suzuki, etc. In India at 1990, the entire automobile industry saw a drastic fall in demand. This result in a decline of 15% in 1991 and 80% in 1992, resulting in a production loss of 0.4 million vehicles, baring Hero Honda all major producers suffered from recession in Financial year 1993 and Financial year 1994. Hero Honda showed a marginal decline in 1992. The reasons for recession in this sector were the increment rise in fuel prices, high input costs and reduced purchasing power due to significant rise in general price level and credit crunch in consumer financing. A factor like increased production in 1992 due to new entrance coupled with the recession in the industry resulted in companys either reporting losses or fall in profits.
Consumer perception
1.2 INDUSTRIAL BACKGROUND Indian automobile industry is full of big names such as Kawasaki, TVS, Mahindra, Suzuki, Yamaha, Hero, Honda, Tata, Hyundai, Maruthi, and many others have swept away the automobile market with high quality two and four wheelers. When we shift our attention to manufacturers of bikes in India such as Hero, Honda, Yamaha, TVS, Suzuki, Bullet and many others occupy pre-dominant positions in our eyes. These have gained big status to their entity with liberalization opening gates of conservative Indian economy, many multinational companies are collaborating with Indian companies to market share for their vehicles at international level. Since time immemorial man has been trying to make things which would make life easier. Among these is the transportation for him and the goods. The invention of wheel revolutionized the concept of transportation. Initially human beings and animals were used for drawing carts but the zest to faster and deliver large quantities in faster period resulted in constant improvement of wheel driven carts. In 1985 Gattlib Paimer and Kalt Benz invented the first petrol driven car. This was the beginning of the trend, which was revolutionized the concept of personal transport. But with the passage of time the need of a fuel-efficient light weight vehicle was felt. Thus resulted in the invention of Europe, a car on four wheels. The two wheelers came to recognize a personal vehicle and have retained this character of date.
Consumer perception
Evolution of Two-wheeler Industry in India
Two-wheeler segment is one of the most important components of the automobile sector that has undergone significant changes due to shift in policy environment. The two-wheeler industry has been in existence in the country since 1955. It consists of three segments viz. scooters, motorcycles and mopeds. According to the figures published by SIAM, the share of twowheelers in automobile sector in terms of units sold was about 80 per cent during 2003-04. This high figure itself is suggestive of the importance of the sector. In the initial years, entry of firms, capacity expansion, choice of products including capacity mix and technology, all critical areas of functioning of an industry, were effectively controlled by the State machinery. The lapses in the system had invited fresh policy options that came into being in late sixties. Amongst these policies, Monopolies and Restrictive Trade Practices (MRTP) and Foreign Exchange Regulation Act (FERA) were aimed at regulating monopoly and foreign investment respectively. This controlling mechanism over the industry resulted in: (a) several firms operating below minimum scale of efficiency; (b) underutilisation of capacity; and (c) usage of outdated technology. Recognition of the damaging effects of licensing and fettering policies led to initiation of reforms, which ultimately took a more prominent shape with the introduction of the New Economic Policy (NEP) in 1985. However, the major set of reforms was launched in the year 1991 in response to the major macroeconomic crisis faced by the economy. The industrial policies shifted from a regime of regulation and tight control to a
Consumer perception
more liberalised and competitive era. Two major results of policy changes during these years in two-wheeler industry were that the, weaker players died out giving way to the new entrants and superior products and a sizeable increase in number of brands entered the market that compelled the firms to compete on the basis of product attributes. Finally, the two-wheeler industry in the country has been able to witness a proliferation of brands with introduction of new technology as well as increase in number of players. However, with various policy measures undertaken in order to increase the competition, though the degree of concentration has been lessened over time, deregulation of the industry has not really resulted in higher level of competition. 1.3 THEORETICAL LITERATURE CUSTOMER SATISFACTION Customer satisfaction suffices the customer. Customer visualizes, perceives and will have some expectations then he is satisfied. Customer will be satisfied when the product meets customers expectations then they are satisfied. Customer will be satisfied when the product meets the basic needs set and therefore utility of a product is nothing but customers estimation of perceived performances and expectations. Dissonance reducing buying behavior The customer might experience post purchase dissonance by noticing disquieting features of a product or by hearing favorable things about other product. If performance of product does not satisfy perceived expectations, the customer is dissatisfied, where he develops dissonance. Post purchase satisfaction
Consumer perception
When the customer is satisfied or delighted he will be dazzled. If the product matches the expectations of customer he is satisfied. The customers satisfaction is a function of closeness between the buyers product expectation ( E ) and products perceived performance ( P ) S = f ( E, P ) Post purchase actions There is high probability of purchasing the product if the customer care satisfied. Marketers should take keen interest in handling customers dissatisfaction. Marketers job is to understand buyers behavior and aim at satisfying customers. The satisfied customers will have brand loyalty and strong affinity towards the product. Customers buying decision process Social factors, personal factors, and psychological factors influence customers buying decision process. The company should ignore competitions and concentrate on customers oneon-one that will drive competition crazy. This can be most potent competitive weapon. Customer satisfaction should be main objective. The following diagram shows a simplified model of consumer purchase decision making process
Problem Recognition
Information Seeking
Evaluation of Marketing
Buying Decision
Post Purchase Evaluation
Consumer perception
1. Problem Recognition Problem recognition in fact is the beginning of the buying process. It is a matter of perception. The buying process begins with the buyer
recognizing a product as need. The need may be triggered by internal to external stimuli. The intensity of the need will indicate the speed with which the buyer will try to fulfill the want. The marketers must identify the stimuli which induce interest in the product and develop marketing programs based on these stimuli. Problem recognition is generally a slow process, but can occur fast when purchases are made impulsively.
2. Information Seeking: This follows the problem recognition stage. Needs can be satisfied promptly when the desired products are not only known but also easily available. When the consumer is not sure of the brand and type of the product which can offer best satisfaction, how and where it can be secured, he will have to search for relevant information. Consumer can get information from many sources like family, friends, reference groups, etc, Marketers provides information to salesman and
Consumer perception
advertisement dealers. As a result of gathering information the consumer increases his awareness of the available brand and their types. The
marketer should identify consumer source of the information and the importance of each source as it is critical in preparing effective communication to target marketers.
3. Evaluation of alternatives
When, the consumer seeks information about the various brands of products He evaluates the alternatives products and plans to satisfy his needs.
The following are taken into consideration in the process of evaluation a. Product attributes i.e. features of a product b. Brand Image c. Utility function quality distinctiveness and price Promotion especially, advertising, provides information to the consumers enabling him to evaluate the different alternatives
Consumer perception
4. Buying Decision In the evaluation stage the consumers ranks the brand set and forms purchase intentions. Normally the consumer will buy the most preferred brand but two factors can affect the purchases intention to buy. The first is the positive attitude and second is the anticipated attitude. The anticipated attitude will make the consumer to drop the idea of purchasing the product or postpone the purchase or settle with the cheaper alternative. The positive attitude will induce the customer to buy the product
5. Post purchase evaluation If a consumer experiences the difference between the expected satisfaction and actual satisfaction it results in dissatisfaction. A satisfied consumer is more likely to purchase the product again and again, but a dissatisfied consumer may retain the product and the ask for replacement, or take legal action, claim compensation or stop buying that brand.
Marketers should take all possible steps to reduce the post purchase dissatisfaction by analyzing the factors leading to dissatisfaction. The
marketers must know how to handle dissatisfied consumer by intimating suggestions for improvement, giving list of addresses to enable the
Consumer perception
consumer to get to know about the products or issue booklets for instructions of the products.
Thus the marketers job is to understand the buyers behaviour and develop an effective marketing plan.
Types of Purchase Decision Process
1. Reutilized Response Behaviour (RRB) 2. Limited Problem Solving Behaviour (LPS) 3. Extended Problem Solving (EPS)
Routinised Response Behaviour RR occurs where there is low product involvement the consumer knows the brands available and criteria of choice, and the stakes are not so high in terms of price, eg: brand, soft drinks, soaps, etc. Here the customer expects a consistent quality in the products. New customers are drawn by sales promotion and product improvements.
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Consumer perception
Limited Problem Solving Behaviour Limited Problem Solving it occurs when the consumer knows the brands available, but still needs additional information to make a correct choice, especially when a new or unfamiliar brand confronts him. Limited Problem Solving is used when products are occasionally purchased or used when information is needed about an unfamiliar product in a familiar product category. The promotion here should explain complete features of the new brand, and build up consumers confidence to facilitate the purchase decision.
Extended problem solving Extended Problem Solving it occurs when a new product category comes on the scene. Here extensive information is needed on both the product and category and the brand being made available. This concept is most
applicable to new products, may be new to consumers. For a tribal, even purchase of toothpaste may involve Extended Problem Solving, whereas for us it is just Routinised Response Behaviour.
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Consumer perception
Perceptions Perception can be defined as the process of selection, organization and interpretation of stimuli into a meaningful and coherent picture of the world It is the process by which an individual selects organizes and interprets information to create a meaningful picture of what he has heard or seen. The same stimulus can act in different forms on two individuals, as they have different perception. Marketers have to crate an understanding impression about their message, as it may go unnoticed by the prospective consumer.
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Consumer perception
CHAPTER 2 TVS PROFILE
TVS group is One of Indias leading two wheeler manufacturers. With a turnover of over Rs 2700 crores, the company manufactures a wide range of motorcycles, scooters, mopeds and scooterettes. It boasts of more than million happy customers.
TVS in India Began The year was 1980. And it is a year to remember for the Indian two wheeler industry. For it was this year that saw Indias first two seater moped TVS 50. With the joint venture with Suzuki Motor corporation 1983. TVS Suzuki became first Indian company to introduce 100 cc; indo Japanese motor cycles in Sept. 1984.Through an amicable agreement the two companies parted ways in September 2003.
Unmatched Performance
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Consumer perception
Today TVS Motor Company has the largest market share in the moped category with a whopping 65.3% and is also the undisputed leader in the scooterette segment with 34.3% share. It also holds 18.3% market share in motorcycles.
Wide Networks With a strong sales and service network of 500 Authorized dealership, 1018 authorized service centers and over 864 certified service points, TVS is growing from strength to strength.
World class Facilities The company manufactures its motorcycles, scooterettes and mopeds at factories in Mysore and Hosur. The current manufacturing capacity is
75,000 units at Hosur and 15000 units at Mysore per month.
Product Range Motor Cycle Scooterettes Mopeds TVS apache TVS Scooty TVS XL Super RTR TVS Victor TVS F fiero, F2 TVS Max 100 TVS Max 100 R Pep TVS Scooty 2S TVS XL Super Hd
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Consumer perception
Vision 1. TVS motor will provide total customer satisfaction by giving the customer the right product, at right price, at right time. 2. TVS motor will be one among the top two wheeler manufacturers in India and encourage the process of self renewal. 3. TVS motors firmly believe in the integration of safety, health and environmental aspects with all business activities and ensure protection of employees.
Milestones Launched TVS 50, India first 2 seater, 50 cc Moped in Aug 1980. First Indian Company to introduce 100 cc Indo-Japanese bike in Septemer 1984. Launched Indias first indigenous Scooterette TVS Scooty in June 1994. Introduced first catalic converter enabled motorcycle. The 110 cc Shogun in December 1996. Launched 5 speed bike, the Shaolin in October 1997
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Consumer perception
Launched XL Super, with a 70 CC engine in November 1997. Launched victor in August 2001, a world class 4 stroke 110 cc motorcycles. Launched Centra in January 2004, four stoke 100 cc motorcycle with VT- I enginees. Launched Apache RTR in 2010, four stoke 180 cc motorcycle. Technology Research and development 1. Uncompromising quality
TVS motor companys Research and Development division has an imparsing pool of talent and one of the most contemporary labs, capable of developing innovative designs. Committed to achieving total
customer satisfaction through total quality control (TQC), the company continuously strives to give the customer the best value for money.
2. Eco friendly TVS is committed to protecting the environment. The companys
manufacturing facilities at Mysore and Hosur have state of the art facilities and air pollution control measures.
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Consumer perception
Awards Deeming Awards TVS motor is the third Indian company to win the deeming prize. Deeming price was instituted by the Union of Japanese scientist and engineers. In fact TVS motor company is the worlds first motorcycle company to be awarded this prize. TVS group Sundaram-Clayton Ltd (Brakes division) and sundaram Brakes Linings Ltd have already won it.
Star of Asia Award Venu Srinivasan, Chairman and Manging Director of TVS motor company is recognized as one of the starers of Asia by Business Week International, that featured Asias top 25 achievers. Doctorate in science by University of Warwick (UK) Venu Srinivasan, chairman and Managing Director, TVS motor Company was conferred with a doctorate degree in science by United Kingdoms university of Warwick, Coventry, Warwickshire UK.
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Consumer perception
Future Prospects TVS Motors eyeing export market TVS motors are pushing its vehicles on the international roads in a big way. In the current year the company is hoping to drive 50,000 two wheelers on the global roads. Next, year, it has drawn up an expert target of 1,00,000 vehicle.
TVS (motor) had exported 12188 vehicles in the first quarter of the current year ended June 2004 as against 4600 in the same period last year. TVS motors are looking closely at ASEAN countries for a production base. The Chairman disclosed that the company was in Parleys with a few in Iran for a possible licensing arrangements. The sale of two stroke vehicles had dropped by eight percentage points in the first quarter, profit before tax by 16 percentage and profit after tax by similar percentage points.
The sale of four stroke vehicles has improved by 12% growth in just ended quarter. The company has recurred a negative 7% growth. The scooty segment had however grown 42% and moped by 93%.
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Consumer perception
Drop in profit TVS (Motor) reported sales of Rs. 611.06 crores for the quarter ended June 2004, down from Rs. 662.50 crores in the same period last year. The profit before tax was placed at Rs 42.01 (crores) and profit after tax at Rs. 27.18 crores.
TVS Plans to expand its presence in the overseas market TVS motors plans to expand its presence in Overseas Marketing and looking out for a partner to set up its manufacturing plant either in Indonesia, Vietnam and Thailand. It plans to reshape its existing models sold in India and market them in South East Asia
The company would launch a new motorcycle which would be built on TVS Victors plat form. The expenditure on research and development would increase fro 250 million to Rs. 1000 million.
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Consumer perception
TVS motors to make Over seas Foray TVS chairman Venu Srinivasan had said the company would start manufacturing three wheelers within a year. TVS said the newly launched TVS Star vehicle, in the coming months will fill the gap created by a fall in demand for two strokes motorcycles. TVS will bring out both variants of their existing models as well as new models in the coming days.
TVS GROUP The TVS Group is one of India's largest industrial conglomerates. TV Sundram Iyengar and Sons Limited, established in 19) 1, is the parent and holding company of the TVS Group.
The largest automobile distribution company in India, TVS & Sons has an annual turnover exceeding US$ 450 million {over Rs. 16,000 million). With a workforce of over 5000, TV Sundram lyengar and Sons Limited operates through the three following divisions: 1. TVS Sundaram Motors 2. Madras Auto Service 3. TVS and Sons
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Consumer perception
TVS and Sons distribute Heavy Duty Commercial Vehicles, Jeeps and Cars. It represents premier automotive companies like Ashok Leyland, Mahindra and Mahindra Ltd., Fiat and Honda. It also distributes automotive spare parts for several leading manufacturers. TVS & Sons has grown into a leading logistics solution provider and has set up state-of-the-art warehouses all over the country. It as also diversified into distributing Garage equipment that ranges from paint booths to engine analyzers and industrial equipment products.
Group Companies...
With steady growth, expansion and diversification, today TVS commands a strong presence in various fields-two-wheelers, automotive components, automotive spares, computer peripherals and finance. Lakshmi Auto Components Limited - Large OE supplier of two wheeler gears and camshafts. Lucas Indian Service Limited - Company looks after the distribution of auto electrical components all over India.
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Consumer perception
Axles India Limited A joint venture with Eaton Limited, U.K. Manufactures axle housings and drive heads for heavy and light commercial vehicles Brakes India Limited - A joint venture with Lucas Automotive. U.K. Manufactures foundation and hydraulic brakes as well as other products for automotive and non-automotive applications.
Harita Grammer Limited - Manufacturer of automobile seats in collaboration with Grammer, world leader in the; category.
India Motor Parts and Accessories Limited - One of India's largest distributors of spare parts India Nippon electrical Limited - A joint venture with Kokusan Denki, Japan. Involved in the manufacture of magnetos. Lucas TVS Limited - A joint venture with Lucas industries, UK. Manufactures a range of auto electric systems. Also develops and produces vacuum pumps and gear starters with Hitachi Limited, Japan Madras
Auto Service - India's largest retail network of auto spares Southern Roadways Limited - Giant in the Indian road transport industry, company operates largest parcel service all over South India
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Consumer perception
Sundaram Brake Linings Limited - First Indian company to manufacture asbestos-free brake linings, woven clutch facings and disc pads for automotive applications. Sundaram Fasteners Limited - India's largest manufacturer of tensile fasteners. First company to receive ISO 9002 certification. Also principal supplier of radiator caos to GM in USA Sundaram Finance Limited Leading consumer finance company in India Sundaram Industries Limited - With a reputation built over five decades, comprises several divisions: custom moulded rubber products, tyre services and coach building. Also specializes in refrigerated trucks and bunk beds Sundaram Motors - Major dealers for Indian and foreign cars in South India Sundaram Clayton Limited - Sundaram-Clayton Limited was established in 1962 in collaboration with Clayton Dewandre Holdings Pic.
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Consumer perception
Financial Results for the Quarter & Nine Months Ended December 31,2002 Rs Mn Quarter Ended Nine Month Ended 31/12/02 31/12/0 Gr% 31/12/02 31/12/01 Net Sales Expenditure (Inc.)/dec. in stock-in-trade Materials Staff Cost Other expenditure Operating profit Other Income PBDIl Interest Depreciation PBI & Deferred Tax Provision for tax Provision for deferred tax PAT Equity Capital EPS for the period (Rs) Op.Margins(%) Np.Margins(%) Per Vehicle Numbers (Rs) Realisation Contribution Operating Profit 7,068 (6,451) (224) 5,228 285 1,162 617 66 682 7 (160) 529 (193) (12) 325 232 14.0 8.7 4.6 24,573 7,174 2,143 5,205 1 (4,890) 154 3,614 189 932 315 23 338 (28) (141) 169 (41) (21) 107 232 4.6 6.1 2.1 22.245 6,137 1,346 204.0 213.7 101.8 95.7 35.8 31.9 20,418 (18,624) (229) 14,673 764 3,415 1,795 125 1,919 (27) (446) 1,447 (455) (90) 901 232 38.9 8.8 4.4 24,170 7,071 2,124 13,583 (12.711) 3 9.714 553 2.441
Gr% 50.3
872 105.8 100 972 (106) (396) 470 207.9 (130) (21) 318 18.3.1 232 13.7 6.4 2.3 21.900 6.233 1.406 97.5
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Consumer perception
Rupees in crores
Details Sales and other income Profit before interest, depn, and tax Profit before tax Profit after tax Net fixed assets Share capital Reserves and surplus Net worth Total borrowings Earnings per share (Rs) Dividend per share (Rs) Book value per share (Rs)
10-11 07-08 2856 2726 296 215 138 704 24 551 562 119 5.83 1.30 23.42 284 201 128 533 23 400 42 122 5.54 1.20 18.39
05-04 1944 144 83 54 440 23 300 323 167 2.33 0.90 14.04
03-02
00-
1841 1621 0121 148 82 63 436 23 334 357 234 2,71 0.80 190 120 87 405 23 292 315 212 3.78 0.80
15.52 13.70
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Consumer perception
TVS MOTOR COMPANY LIMITED FOR THE THREE MONTHS ENDED 30TH SEPTEMBER 2005
S.N o 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 Particulars 3 months 3 months 6 months
(Rs. in crores) 6 months Year ended
ended ended Ended ended 31.3.2004' 30.09.2011 30.09.2009 30.09.2007 30.09.200 (Audited) (1) (2) (3) (4) (5) 5 Net sales / Income from operations 742.87 764.55 1353.93 1427.05 2820.21 Other Income 8.65 9.07 15.66 17.62 36.21 Total 751.52 773.62 1369.59 1444.67 2856.42 Increase / decrease in stock in trade -6.44 5.20 24.13 40.58 6.35 Consumption of raw materials & components 500.79 518.03 872.94 937.13 1848.82 Staff cost 36.96 29.70 73.25 59.97 133.75 Other expenditure 144.15 143.28 259.92 261.44 571.87 Total Expenditure 675.46 696.21 1230.24 1299.12 2560.79 Interest (net of income) 0.75 1.21 0.86 2.49 1.21 Depreciation 22.29 19.00 43.46 35.82 79.89 Profit before tax 53.02 57.20 95.03 107.24 214.53 Provision for taxation including deferred tax 18.78 20.22 33.61 38.18 76.04 Net profit 34.24 36.98 61.42 69.06 138.49 Paid up equity share capital (Face value of Re.1 - each) 23.75 23.10 23.75 23.10 23.75 Reserves excluding revaluation 551.20 EPS 1.44 1.00 2.59 2.99 5.83 reserves Aggregate non-promoter - Number of shares 100931250 9432171 94332010 shareholdino Re.1/- each Rs. 10/-each Re.1. each - Percentage of shareholding 42.49 40.83 40.84
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Consumer perception
Profile of Triton TVS Inception Triton TVS showroom was established on 13th of December in the year 1997 at Ganganagar, North Opp: Government Veternary College.
Board of Director Board of director of Triton TVS is Mr. V Bhaskar.
Number of Employees The total number of employees working in Triton TVS is 57.
Achievements Triton TVS has recorded the highest sale of TVS Victor in the year 20042005. For this remarkable achievement Mr. V. Bhaskar has received an award from TVS Motor.
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Consumer perception
Service Station Triton TVS showroom is located at Ganganaga. The showroom provides an excellent service to its customers. Triton TVS have a bunch of satisfied customers. Triton TVS showroom service is
regarded as the best service station of TVS in Bangalore city.
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Consumer perception
Product Profile
Various vehicles of TVS motor
VICTOR
TVS Victor Type: 4 Stroke air cooled Cubic Capacity cc = 109 cc Wheel base = 1200 mm Weight = 113 kg
Fuel tank = 11 lts Reserve = 2 lts Showroom price = Rs 48700 (Bangalore)
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Consumer perception
TVS CENTRA
TVS Centra Type: 4 Stroke Cubic Capacity cc = 99.8 cc Wheel base = 1235 mm Weight = 109 kg
Fuel tank = 11 lts Reserve = 2 lts
FIERO F2
TVS Fiero F2 Type: 4 Stroke, Single cylinder Displacement = 147.5 cc Max speed 100 km Weight = 124 kg
Fuel tank = 13 lts Reserve = 2 lts Showroom price Rs 49290 (Bangalore)
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Consumer perception
SCOOTY PEP
TVS Scooty Pep Type: 4 Stroke, air cooled Cubic capacity 74.6 cc Weight = 85 kg
Fuel tank = 5 lts Reserve = 2 lts
TVS MAX 100

TVS Max 100 Type: 2 Stroke Cubic Capacity 98 cc Weight = 106 kg
Fuel tank = 12 lts Reserve = 2 lts Showroom price Rs 25950 (Bangalore)
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Consumer perception
TVS XL SUPER
TVS Super XL Type: cylinder Displacement = 69.9 cc Wheel base 1222 mm Fuel tank = 4 lts Reserve = 1 lts 2 Stroke, Single
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Consumer perception
ORGANISATION STRUCTURE
MARKETING DEPARTMENT
Proprietor
Administrator
Reception
Sales Manager
Counter Executive
Hypothecation Executive
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Consumer perception
ACCOUNTS DEPARTMENT
Accounts Manager
Assistant Accountant
Cashier
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Consumer perception
DELIVERY SECTION
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Consumer perception
R.T.O
Insurance
Pre Delivery Instructor
Security
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Consumer perception
SERVICE DEPARTMENT
Reception
Supervisor
Mechanics
Helpers
Delivery Body
Follow-up
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Consumer perception
CHAPTER 3 RESEARCH DESIGN
Statement of the Problem Generally people buy two wheelers to meet their needs, status, comfort, etc. Among different brands of vehicles TVS is the most popular vehicle since many decades. In this context, it is necessary to find out how many consumers prefer TVS over other vehicles. It is necessary to know what more attributes is introduced in TVS vehicles can increase their sales. Therefore this study has been conducted to find the consumers perception towards TVS vehicles. Objectives of the study 1) To ascertain the consumers perception towards TVS vehicles 2) To know the respondents problems towards TVS vehicles 3) To suggest solutions to those problems 4) To understand their reaction of the respondents towards TVS vehicles in terms of awareness, perception & level of satisfaction. 5) To find out the level of dis-satisfaction
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Consumer perception
NEED/PURPOSE OF THE STUDY
The Indian two wheeler industry, which grew up at around 10% in the year of 1999-2000 has been the motorcycle segment takes the lead up fortunes of the industry. The motorcycle segment has been singularly responsible for the hyperactivity in the industry. The TVS segment in contrast has witnessed sluggish growth with a market shift in consumer preference to motorcycles.This study enables us to undertand the consumers ideas,satisfaction and perception towards tvs bikes.
Scope of the study The scope of the study is extended only to the respondents of Bangalore.It does not cover all the consumer using TVS vehicles.
Sampling
Sampling size:A sample of 100 repondents Sample method:questionnaires
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Consumer perception
A sample of 100 respondents of Bangalore was taken for the purpose of the study. The respondents are selected at random from the following areas Area Airport rd RT nagar Domlur Brigade Jayanagar koramangal a Total Methodology Random survey has been used in the study. Primary data as well as secondary data provided the basis for the study. Respondents 15 16 13 45 8 3 100
Tools and Techniques for collection of Data.
Primary data was collected through Questionnaire by distributing 100 questionnaires to the respondents.
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Consumer perception
Questionnaire consist of personal; details and core details. Seven personal details were included in the question which consisted of name, age, income, sex, occupation, etc. Core details includes questions relating to TVS vehicles and the responses given by the respondents, which has formed a basis for giving suggestions. Open ended question - 1 Closed ended question - 19
Totally there were 20 questions.
Limitations
The study has been conducted only in Bangalore and so the opinion of the respondents in Bangalore only has been considered. Conclusions are based on assumptions. It has been assumed that the answers given by the respondents are true and adequate.
The time allotted for the study was short otherwise a more in depth study could have been made.
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CHAPTER SCHEME CHAPTER 1 GENERAL INTRODUCTION This chapter deals with the Industrial Background, Theoretical Background of the study and Current Issues CHAPTER 2 RESEARCH DESIGN This chapter includes the Methodology of the study, Research Design, Sampling, Fieldwork, Limitations, Plans of analysis, and Sources of Data. CHAPTER 3 COMPANY PROFILE This chapter contains about origin of the organization, growth and present status of the organization. CHAPTER 4 DATA ANALYSIS AND INTERPRETATION This chapter includes Classification & Tabulation of Data, Analysis and Interpretation of Data. CHAPTER 5 SUMMARY OF FINDINGS This chapter includes main Findings of the study CHAPTER 6 RECOMMENDATIONS AND CONCLUSION This chapter includes Recommendations and Conclusions. ANNEXURE This chapter includes a copy of Questionnaire BIBLIOGRAPHY
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Consumer perception
CHAPTER 4 DATA ANALYSIS
Table No. 4.1
Table showing Number of Respondents and Their percentages according to age group
Sl. No Age Group No. of Respondents Percentage 1 18-25 31 31 2 25-30 21 21 3 30-35 17 17 4 35-40 15 15 5 40 & Above 16 16 Total 100 100
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Consumer perception
Analysis The above table shows that 31% of the respondents belong within the age group of 18-25. 21% belong to the age group of 25-30, 16% belong to 30-35, 15% belongs to 35-40 and 17% belongs to 40 and above age group.
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Graph No. 4.1
Graph showing Number of Respondents and Their percentages according to age group
35 30 25 20 15 10 5 0 18-25 25-30 30-35 Age Group 18-25 25-30 30-35 35-40 40 & Above 35-40 40 & Above
Inference Majority of the respondents are in the age-group of 18-25.
No. of Responents
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Consumer perception
Table 4.2
Table showing No of respondents according to sex
Sex No. of respondents Percentage Male 63 63 Female 37 37 Total 100 100 Analysis The above table reveals that 63% of the respondents belongs to male category and 37% belongs to female category.
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Consumer perception
Graph 4.2
Graph showing No of respondents interviewed according to sex
37
63
Male
Female
Inference Most of the respondents are male.
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Consumer perception
Table 4.3 Table Showing No of Respondents according to occupation
Sl No. Occupation 1 Businessma 2 3 4 5 6 7 Total Analysis n Engineer Doctor Students Employed Housewife Others
No. of respondents Percentage 11 11 5 0 27 33 13 11 100 5 0 27 33 13 11 100
From the above table it can be seen that other employed persons are the main consumers accounting to 33%. Second are the students who account for 27%. 11% are businessman, 5% are engineers, and House wife and other are very less.
Graph 4.3
Graph Showing No of Respondents according to occupation
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Consumer perception
35 30 No. of Respondents 25 20 15 10 5
Businessman Housewife Employed Doctor Engineer Students Others
Occupation Businessman Employed Engineer Housewife Doctor Others Students
Inference The working class prefers TVS vehicles more.
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Consumer perception
Table 4.4
Table showing No. of Respondents According to Income
Sl
Occupation No. of respondents Percentage 1 Above Rs.100,000 9 9 2 Rs.1,00,000-Rs.150,000 11 11 3 Rs.150,00-Rs.200,000 16 16 4 Rs.2,00,000 and above 64 64 Total 100 100 Analysis From the above table we can see that the numbers of respondents are from high income group that is Rs 2,00,000 and above that is 64% as compared to other income groups.
50
Consumer perception
Graph 4.4
Graph showing No. of Respondents According to Income
70 60 No. of Respondents 50 40 30 20 10 0
Above 100,000 1,00,000150,000 150,00200,000 2,00,000 and above
Occupation Above 100,000 150,00-200,000 1,00,000-150,000 2,00,000 and above
Inference Majority of the respondents are from Rs 2,00,000 and above income group.
51
Consumer perception
Table 4.5
Table showing Number of respondents who are aware of TVS vehicle
Awareness No of respondents Percentage 1 100 100 2 0 0 Total 100 100 Analysis The table shows that all the respondents are aware of TVS vehicle.
52
Consumer perception
Graph 4.5
Graph showing Number of respondents who are aware of TVS vehicle
100
Inference Awareness of people for TVS is high.
53
Consumer perception
Table 4.6
Table showing Eco-Friendliness
Analysis
Awareness No of respondents Percentage Yes 73 73 No 11 11 Cant Say 16 16 Total 100 100
The above the table shows that 73% of the respondents think that the TVS vehicles are eco friendly. 11% says they are not eco-friendly and 16% cant say about it.
54
Consumer perception
Graph 4.6
Showing Eco-Friendliness
16 11
73
Yes
No
Cant Say
Inference Most of the respondents say that TVS bikes eco-friendly.
55
Consumer perception
Table 4.7
Table showing ownership of various TVS Vehicle by the respondents
Sl No. 1 2 3 4 5 Total Analysis
Vehicles No. of respondents Percentage Scooty 19 19 Fiero 24 24 Victor 32 32 Centra 13 13 Moped 12 12 100 100
It is observed from the above table that 32% of respondents owns TVS victor, 24% owns TVS Fiero, 19% owns Scooty and Centra and moped by 13% and 12% respectively.
56
Consumer perception
Graph 4.7
Graph Showing ownership of various TVS Vehicle by the respondents
Scooty Fiero Victor Centra Moped
vehicles Scooty Fiero Victor Centra Moped
Inference Majority of the respondents owns TVS victor. This shows that TVS victor is the highest selling vehicle.
57
Consumer perception
Table 4.8
Table showing the perception of the respondents about the price of TVS vehicle
Sl No. 1 2 3 4 Total Analysis
Price No. of Respondents Percentage Reasonable 59 59 Expensive 11 11 Highly 0 0 Exp Cant Say 30 100 30 100
From the above table we can say that 59% of the respondents feels price of TVS vehicle are reasonable, 8% says it is expensive and 23% of respondents cant say about it.
58
Consumer perception
Graph 4.8
Graph showing the perception of the respondents about the price pf TVS vehicle
60 50 No. of Respondents 40 30 20 10 0 Reasonable Expensive
Highly Exp
Price Reasonable Expensive Highly Exp Cant Say
Inference Therefore it implies that respondents are satisfied with price.
Cant Say
59
Consumer perception
Table 4.9 Table showing the factors that affect consumers purchase decision
Sl No. 1 2 3 4 5 6 7 Total Analysis
Vehicles No of respondents Percentage Need 43 43 Self Esteem 0 0 Advertisement 23 23 Style 15 15 Brand Name 7 7 Availability 12 12 Others 0 0 100 100
From the above table we can see that 43% buy it for need.
23%are
influenced by advertisement and 15% goes for style. And 12%buys it for the availability
Graph 4.9
Graph showing the factors that affect consumers purchase decision
60
Consumer perception
45 40 No. of Respondents 35 30 25 20 15 10 5
Advertisement Brand Name Availability Self Esteem Others Need Style
Vehicles Need Brand Name Self Esteem Availability Advertisement Others Style
Inference The company should formulate a proper combination of advertisement and style along with other factors to attract customers.
61
Consumer perception
Table 4.10
Table showing expectation of Mileage by customers
Mileage No of respondents Percentage 20-35 Km/Hr 0 0 35-45 Km/hr 17 17 45-60 Km/hr 37 37 60 and above 46 46 100 100
It is seen that 34% of respondents expect 60 and above mileage, 37% expect 45-60 km/hr and, 17% expect 35-45 km/hr.
62
Consumer perception
Graph 4.10
Graph Showing expectation of Mileage by customers
Mileage 20-35 Km/Hr 35-45 Km/hr 45-60 Km/hr 60 and above
Inference The TVS vehicles will have to increase its mileage capacity to attract more customers.
45-60 Km/hr
35-45 Km/hr
60 and above
20-35 Km/Hr
50 45 40 35 30 25 20 15 10 5 0
No. of Respondents
63
Consumer perception
Table 4.11
Table showing opinions of customers regarding quality
Opinion Excellent Good Satisfactory Not satisfactory
No of respondents Percentage 16 16 31 31 47 47 6 6 100 100
It is observe that 47% of respondents rate quality as satisfactory, 31% of respondents rate it as good and only 16% rate it as excellent.
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Consumer perception
Graph 4.11
Graph Showing opinions of customers regarding quality
50 45 No. of Respondents 40 35 30 25 20 15 10 5 Excellent Satisfactory Not satisfactory Not satisfactory 0 Good opinion Excellent Good Satisfactory
Inference Improvement in quality should be made and price should be related to quality.
65
Consumer perception
Table 4.12
Table showing vehicles Purchased from various showrooms
Sl No. 1 2 3 4 5 Total Analysis
Showrooms Triton TVS Meghdoot Orion Bridge Stone Others
No of respondents Percentage 21 21 16 16 11 11 29 29 23 100 23 100
It is seen that most of the respondents has bought their vehicle from bridestone ie. 29%, 16% of respondents had bought their vehicle from TVS triton.
66
Consumer perception
Graph 4.12
Graph showing vehicles Purchased room various showrooms
23
21
16 29 11
Triton TVS
Meghdoot
Orion
Bridge Stone
Others
Inference Triton TVS showroom should attract more customers by introducing various offers such as free test dive, lucky draws etc
67
Consumer perception
Table 4.13
Table showing how often respondents face problem with TVS vehicle
Problem No of respondents Percentage Frequently 15 15 Often 49 49 Very rare 36 36 Never 0 0 100 100
It is observed from the table that 49% of the respondents often face problem, 15% of respondents frequently face problem and 36% face problem very rarely
68
Consumer perception
Graph 4.13
Graph Showing how often respondents face problem with TVS vehicle
50 45 40 No. of Respondents 35 30 25 20 15 10 5 0 Frequently Often Very rare Problem Often Very rare Never
Frequently
Never
Inference It is seen that customers often face problem with their vehicle.
69
Consumer perception
Table 4.14
Table Showing Preference of colours by respondents
Sl No. Colour 1 2 3 4 5 Total Analysis s Red Black White Blue Others
No of respondents Percentage 17 28 11 39 5 100 17 28 11 39 5 100
From the above table it is seen that 39% of the respondents prefer blue colour 28% prefer black, 17% prefer red, 11% prefer white and 5% prefer other colours.
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Consumer perception
Graph 4.14
Graph Showing Preference of colours by respondents
40 35 No. of Respondents 30 25 20 15 10 5 0 Red Black White Colours White Blue Blue Others
Red
Black
Others
Inference It shows that a TVS vehicle does not have varieties of colours and people expect more colours.
71
Consumer perception
Table 4.15
Table showing preferences of various benefits associated to TVS
Sl No. 1 2 3 4 5 6 Benefits Comfort Safety Mileage Maintenanc e Power Status Total
Excellent Res % p 4 2 4 3 5 2 20 20 10 20 15 25 10 10 0
Good Res % p 11 7 8 4 7 3 40 27 18 20 1 18 7 10 0
Moderate Res % p 10 15 4 7 4 0 30 33 17 13 23 14 0 10 0
Cant say resp % 0 3 0 0 0 7 10 0 30 0 0 0 0 10 0
total resp % 25 17 16 14 25 17 16 14
16 16 12 12 100
Analysis It is seen from the table that 25% of the respondents prefer TVS vehicle for comfort, 17% of the respondents prefer for safety and 16% prefer for mileage.
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Consumer perception
1. 25% of respondents rate power as excellent, 20% rate comfort as excellent, again 20% rate mileage as excellent. 2. 27% of respondents rate comfort a good, 20% rate mileage as good, and 18% rate both power and safety as good. 3. 33% rate comfort as moderate, 23% rate mileage and 17% rate safety as moderate respectively. 4. 30% of the respondent cant say about safety and 70% cant say about status.
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Consumer perception
Graph 4.15
Graph showing preferences of various benefits associated to TVS

35 30 No. of Respondents 25 20 15 10 5
Power
Comfort
Safety
Mileage
Benefits Excellent Good Moderate Cant say
Inference The comfort, mileage and safety level in TVS vehicles are good.
Maintainence
Status
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Consumer perception
Table 4.16
Table showing opinion of respondents towards after sales services
Opinion No. of respondent Percentage Excellent 12 12 Good 29 29 Satisfactory 35 35 Not satisfaction 24 24 100 100
35% of the respondents say after sale service is satisfactory, 29% says good and 12% says excellent, 24% o the respondents are not satisfied.
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Consumer perception
Graph 4.16
Graph Showing opinion of respondents towards after sales services
24
12
29 35
Excellent
Good
Satisfactory
Not satisfaction
Inference Most of the respondents are satisfied with after sales services.
76
Consumer perception
Table 4.17
Table showing the availability of spare parts
Sl No. Opinion No. of respondent Percentage 1 Yes 95 95 2 No 5 5 Total 100 100 Analysis: It is seen that 95% of the respondents say yes and 5% of the respondents say no.
77
Consumer perception
Graph 4.17
Graph showing the availability of spare parts
95
Yes
No
Inference:Availability of spare parts are more.
78
Consumer perception
Table 4.18
Table showing satisfaction levels of consumer towards TVS vehicle
Opinion Highly satisfied Satisfied Unsatisfied Highly unsatisfied
No of respondents Percentage 19 19 73 73 8 8 0 0 100 100
It is observed that 73% of respondents are satisfied with their vehicles, 19% are highly satisfied and only 8% are unsatisfied.
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Consumer perception
Chart 4.18
Showing satisfaction levels of consumer towards TVS vehicle
Unsatisfied Satisfied Highly satisfied Highly unsatisfied
Opinion Highly satisfied Satisfied Unsatisfied Highly unsatisfied
Inference Satisfaction levels of the customers are more for TVS vehicles.
80
Consumer perception
Table 4.19
Table showing rating of TVS vehicle with other brands by respondent
Sl 1 2 3 4 5 6 Others
Vehicles Rank 1
No %
Rank 2
No %
Rank 3
No %
Rank 4
No %
Rank 5
No %
Rank 6
No %
Total
No %
Hero Honda LML Yamaha Kinetic TVS Others
11 3 4 0 14 3 35
31 8 12 0 40 9 10 0
10 2 3 1 6 0 22
45 10 14 4 27 0 100
4 5 1 0 5 0 15
27 33 7 0 33 0 100
2 1 1 2 3 1 10
20 10 10 20 30 10 100
0 2 5 2 0 1 10
0 20 50 20 0 10 100
0 0 4 3 0 6 8
0 0 50 37 0 13 10 0
27 13 18 8 28 6 100
27 13 18 8 28 6 100
Analysis From the above table it Is seen that most of the respondents ie, 28% prefers TVS and 27% of the respondents prefers Hero Honda and 18% prefers Yamaha.
81
Consumer perception
1. 40% of the respondents rank TVS at 1st place, 31% of the respondents rank Hero Honda on 1st place, and 12% ranks Yamaha on 1st. 2. 45% respondents rank Hero Honda on 2nd, 27% ranks TVS on 2nd and 14% rank Yamaha on 2nd. 3. 33% ranks TVS 3rd, 27% ranks Hero Honda 3rd. 4. 30% ranks TVS fourth, 20% ranks both Hero Honda and Kinetic at fourth, respectively, and 10% for both LML and Yamaha respectively. 5. 50% of respondents rank Yamaha both fifth and sixth. 6. 37% of respondents rank kinetic at sixth.
82
Consumer perception
Chart 4.19
Showing rating of TVS vehicle with other brands by respondent
60 No. of Respondents 50 40 30 20 10 0 Rank Rank Rank Rank Rank Rank 1 2 3 4 5 6 Rank Hero Honda LML Yamaha Kinetic TVS Others
Inference Though TVS is a renowned name among two wheeler manufacturers it faces a stiff competition from Hero Honda.
83
Consumer perception
CHAPTER 5 SUMMARY OF FINDINGS
This chapter consists of findings that are analyzed on the basis of data procured from previous chapter.
1. It is observed that 31% of the respondents are interested to purchase TVS motor vehicle and are in the age group of 18-25 and 21% of the respondents who are interested to purchase TVS falls in the age group of 25-30. 2. The datas reveals that 63% of the respondents belong to the male category and 37% belongs to female category. 3. Employed persons are the main consumers of the TVS vehicle which account to 33%, second are the students who account for 27%. 4. 64% of the respondents belong to Rs. 2,00,000 and above income group. 5. It is seen that all the respondents are aware of TVS vehicles. 6. 73% of the respondents thinks that TVS vehicle are eco-friendly 7. It is observed that among all the TVS vehicles, 32%owns victor, 24% owns fiero, 13% owns centra, and 19% own scooty.
84
Consumer perception
8. 59% of the respondents think that prices of TVS vehicles are reasonable, 11% says it is expensive, and 30% cant say about it. 9. It is seen that majority of the respondents buy TVS vehicle for need which accounts to 43%, 23% are influenced by advertisement and 15% goes for style. 10.It is seen that 34% of the respondents expect 60 and above mileage, 37% expect 45-60 km/hr. 11.It is observed that 47% of the respondents are satisfied with the vehicle, 31% says that TVS vehicle are comfortable. 12.Most of the respondents prefers to buy their TVS vehicle from Bridgestone showroom i.e., 29%, 16% respondents have bought from triton TVS. 13.The datas reveals that 49% of the respondents often face problem with their vehicles, 15% respondents frequently face problem with their vehicle and 36% of the respondents face-problems with their vehicles very rarely. 14.It is observed that Blue, black are the most preferred colours of TVS which constitutes 39% and 28% respectively. 15.The data reveals that 25% of respondents prefer TVS for comfort, safety reasons inspires 17% and mileage inspires 16%.
85
Consumer perception
25% feel power is excellent, 20% feel comfort and mileage is excellent. 27%, 20%, 18% of respondents feel comfort, mileage and power are good respectively. 33%, 23% and 17% feel comfort, safety and mileage are moderate respectively. 30% and 70% of respondents cant say about safety and status respectively. 16. The data reveals that 35% of the respondents feel after sales service are satisfactory, 29% say good and 12% say excellent. Respondents who are not satisfied constitute 24%. 17. A large part of the respondents with a majority of 95% are satisfied with the availability of spare parts. The remaining 5% says no. 18. The satisfaction level of respondents for TVS vehicle are more than constitutes 73%, 19% of the respondents are highly satisfied and 8% are dissatisfied. 19. The data reveals that 20% of the respondents prefer TVS and 27% prefers Hero Honda and 18% prefers Yamaha.
86
Consumer perception
40%, 31% and 12% of the respondents ranks TVs, Hero Honda and Yamaha in 1st place respectively. 45%, 27% and 145 respondents ranks Hero Honda, TVS and Yamaha in second place respectively. 33% ranks both TVS and LML and third place, 27% ranks Hero Honda an third place. 30% ranks TVS fourth, 20% ranks both Hero Honda and Kinetic at fourth and 10% for both LML and Yamaha. 37% of respondents rank kinetic at sixth.
87
Consumer perception
CHAPTER 6 RECOMMENDATIONS 1. The vehicles can be more stylish with attractive features so that it can attract more youths. 2. Different models TVS vehicles can be introduced for ladies, with better comfort, speed and power, so that it can cater to the changing tastes of women. 3. Most of the consumers who use TVS vehicles are youths and employed persons. Company can come up with some new models of bikes with some added features which can attract other sections such as engineers and doctors. 4. It is seen that awareness among the people about TVS is high. Company can further come out with some diverse advertisement in order to reach the right people at right time. 5. Prices of TVS vehicles should be made cheaper, without compromising with the quality, so that it can attract more customers. 6. The comfort and safety level of TVS vehicle should be improved, , quality should further be improved more so that maintenance remains low.
88
Consumer perception
7. Though most of the customers are satisfied with the mileage, it is advisable that TVS company can make effort should effort to increase the mileage capacity. Mileage is one of the main factors which affect purchase decisions. 8. It is seen that TVs vehicles are limited to few colours; some of more attractive colours should be introduced. E.g. some metallic colours and light colours. 9. The prices of the spare parts should be more reasonable and the service fees should be cheap. 10.More service stations should be established in every part of the city, so those customers have an easy accessibility. 11.More bikes should be introduced having more mileage capacity like other brands of bike such as Bajaj boxer, Hero Honda, CD 100 etc.
89
Consumer perception
CONCLUSION
Even though the TVS Motors has got a good market it requires publicity and it needs to spread out. Already it has gained goodwill and popular among people, still it needs to reach out for all the consumers. TVS motor should also start producing other models and should add a different style and variety to their product line. This will surely attract more customers. Its existing goodwill will help it to enhance its position in the market. At the same time it should try to maintain its quality and standard. A customer is an important visitor on the premises of any organisation. A regular feedback regarding his/her needs, wants, preferences and intentions helps the organisation in functioning more effectively. When consumer satisfaction is improved it spreads satisfaction to the employees, supervisors and manager The suggestion given in the study will help the organisation to improve functioning and achieve success in the future years. Many learned authors have played many important roles in consumer behaviour techniques. Every organisation has to select the right techniques suitable for the organisation so as to give full satisfaction to the customers.
90
Consumer perception
BIBLIOGRAPHY
Books: 1. Company Records 2. Principle of Marketing 3. Consumer Behaviour 4. Consumer Behaviour - Philip Kotler, Prentice Hall, Editon 2001 - Suja R. Nair, 5th Edition, 2003 - Leon G.Shiffner Ed; 2001) 6. Annual Reports of the Company Websites: 1. www.TVSmotor.co.in/group.asp 2. www.india-invest.com/news/tvs_seeks.html 3. www.Ask.com 4. www.google.com Magazines: 1. Autocar
91
5. Commentary on Consumer Behaviour - S.A. Chunawalla (Millenium
Consumer perception
ANNEXURE
Respected Sir/Madam, I Bharath S currently pursuing BBM in "New Horizon College", Bangalore in Marketing Specializations. As part of Bangalore University Curriculum, I have undertaken a research Study on the topic Consumer perception towards TVS bikes with reference to TVS Motor Company. is a bonafide work carried out by his in partial fulfillment of the requirements .In this regard please furnish the necessary details given below in order to complete my project work successfully I assure you that the information will be kept confidential and used only for the purpose of my study. Thanking you, Yours sincerely. Bharath S Topic: A study on Consumer perception towards TVS bikes with reference to TVS Motor Company.
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Consumer perception
QUESTIONNAIRE
1. Name :
2. Specify Your Age Group: Less than 25 25 35 35 45 Above 45 3. Marital Status 4. Your Income group Below 10,000 Between 10,000 20,000 Above 20,000 5. Your Occupation Student Professional Employed Executive Business : : : : : : : Single Married
6. How did you come to know about Tvs vehicle? News paper : Magazines Colleagues : : 93
Consumer perception Friends & Relatives Road Show T.V. Adt : : :
7. Rank four most important reasons that make you for purchase Tvs vehicle: Mileage: Price : Colors : Style : Pick Up: 8. Mileage your Bike Giving? 60 Km / Ltr and above 50 -60 Km / Ltr 40 50 Km / Ltr Below 40 Km / Ltr 9. Are you satisfied with bikes mileage? Extremely satisfied Satisfied Not Satisfied Not at all satisfied : : : : Reputation: High Resale value: Top Speed : Low maintenance costs.
Some what satisfied :
10. How often you had break down of your Tvs vehicle some purchase? Very Often Often Rarely Not at all : : : :
94
Consumer perception
11. Are you satisfied with bikes power & Pick up? Extremely satisfied Satisfied Not Satisfied Not at all satisfied : : : :
12. Do you have the riding comfort & safety? Extremely satisfied Satisfied Not Satisfied Not at all satisfied : : : :
13. Do you promptly get response from your dealer? Yes : No :
14. Are you satisfied with after sales service from dealer? Yes : No :
15. Are the spare parts available at the service centre where you deal with? Yes : No :
95
Consumer perception
17. Dou you like to recommend your friend relative so purchase Tvs vehicle? Very likely Unlikely Not at all : : : : Somewhat likely
18. Recommendations you wish to give to improve Tvs vehicle. ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
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Consumer Perception: New Horizon College of Business Management

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Consumer perception

New Horizon College of Business Management

New Horizon College of Business Management

New Horizon College of Business Management

Evolution of Two-wheeler Industry in India

New Horizon College of Business Management

New Horizon College of Business Management

Post Purchase Evaluation

New Horizon College of Business Management

New Horizon College of Business Management

New Horizon College of Business Management

New Horizon College of Business Management

Types of Purchase Decision Process

New Horizon College of Business Management

New Horizon College of Business Management

New Horizon College of Business Management

CHAPTER 2 TVS PROFILE

New Horizon College of Business Management

75,000 units at Hosur and 15000 units at Mysore per month.

New Horizon College of Business Management

New Horizon College of Business Management

2. Eco friendly TVS is committed to protecting the environment. The companys

New Horizon College of Business Management

New Horizon College of Business Management

New Horizon College of Business Management

New Horizon College of Business Management

New Horizon College of Business Management

New Horizon College of Business Management

New Horizon College of Business Management

New Horizon College of Business Management

New Horizon College of Business Management

(Rs. in crores) 6 months Year ended

New Horizon College of Business Management

Board of Director Board of director of Triton TVS is Mr. V Bhaskar.

New Horizon College of Business Management

regarded as the best service station of TVS in Bangalore city.

New Horizon College of Business Management

Fuel tank = 11 lts Reserve = 2 lts Showroom price = Rs 48700 (Bangalore)

New Horizon College of Business Management

Fuel tank = 11 lts Reserve = 2 lts

Fuel tank = 13 lts Reserve = 2 lts Showroom price Rs 49290 (Bangalore)

New Horizon College of Business Management

Fuel tank = 5 lts Reserve = 2 lts

TVS MAX 100

Fuel tank = 12 lts Reserve = 2 lts Showroom price Rs 25950 (Bangalore)

New Horizon College of Business Management

New Horizon College of Business Management

New Horizon College of Business Management

New Horizon College of Business Management

New Horizon College of Business Management

Pre Delivery Instructor

New Horizon College of Business Management

New Horizon College of Business Management

CHAPTER 3 RESEARCH DESIGN

New Horizon College of Business Management

NEED/PURPOSE OF THE STUDY

Sampling size:A sample of 100 repondents Sample method:questionnaires

New Horizon College of Business Management

Tools and Techniques for collection of Data.

New Horizon College of Business Management

New Horizon College of Business Management

New Horizon College of Business Management

CHAPTER 4 DATA ANALYSIS