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CUSTOMER SATISFACTION TOWARDS THE TATA MOTOR SERVICE (FOUR WHEELER)
In partially fulfillment of the requirement for the award of Degree
MASTER OF BUSINESS ADMINISTRATION
I here by declare that this dissertation of my project report entitled “CUSTOMER SATISFACTION TOWARDS THE TATA MOTOR SERVICE (FOUR WHEELER). This project has been submitted in partial fulfillment of requirement for the award of degree of MASTER OF BUSINESS ADMINISTRATION .
Concentration, dedication and application are necessary but not sufficient to achieve our goal. These must be awarded by guidance, assistance and cooperation of person to make it tenable. I gratefully acknowledge to MRS. ANJU BATRA who has given me the opportunity to learn at deep level to prepare this report. Although we have tried to make this report error free, but if someone finds any type of error or have suggestions for this report, please tell me and I promise to fix the problem or will adopt good suggestions.
CHAPTER NO I. TITLE PAGE NO
Industry Profile Company Profile Product Profile
REVIEW OF LITERATURE RESEARCH METHODOLOGY
Need for the Study Objectives Research Design Sources of Data Sample Design Hypothesis Limitations
DATA ANALYSIS & INTERPRETATION
FINDINGS, RECOMMENDATIONS AND CONCLUSION
Findings Recommendations Conclusion Bibliography
Are you satisfied with the solutions to all the problems reported by you? 12.e. Title Page No. Do you feel the labour and spare part charge reasonable 17. 1. Have you been informed about any other extra jobs required for your vehicle that you are unaware? 10. Have you been informed about the next service schedule ? 19.LIST OF TABLE Table No.e. Are you satisfied with the explanation of job done and bill at the time of delivery 15. It is ease of obtaining appointment i. Are you satisfied with the delivery made i. Are the services being attended correctly to the relevant complaint ? 11. Are you satisfied with the time taken to open the job card (work order). Are you satisfied about the explanation about the benefits / features/ warranty of the vehicle and the financial schemes and the delivery procedure at the time of purchase 4.. How is the attitude of the service personnel ? 8. are you satisfied with the reception of the service advisor. Are you satisfied with the quality of washing ? 13. How is the reception at the time of enquiry by the sales personnel 5. What made you to buy this vehicle. Are you satisfied with the facilities of the service station like customer waiting room etc. 9. 6. The Vehicle that you previously used 2. Are your receiving our service reminders regularly ? 18. 7... Are you satisfied with the overall performance of the workshop. 3. is the delivery made in time as per the conditions desired by you from service station. 14. . Is the general appearance of the workshop satisfactory ? 16.
The Vehicle that you previously used 2.LIST OF GRAPHS Table No. 1.. are you satisfied with the reception of the service advisor. 3. Is the general appearance of the workshop satisfactory ? 16. Title Page No. Are you satisfied with the overall performance of the workshop. Have you been informed about the next service schedule ? 19. Are you satisfied with the delivery made i. is the delivery made in time as per the conditions desired by you from service station. Are the services being attended correctly to the relevant complaint ? 11. What made you to buy this vehicle. . Are you satisfied with the solutions to all the problems reported by you? 12. It is ease of obtaining appointment i. Are you satisfied with the quality of washing ? 13. 7. Are your receiving our service reminders regularly ? 18. Are you satisfied with the explanation of job done and bill at the time of delivery 15... Have you been informed about any other extra jobs required for your vehicle that you are unaware? 10. Are you satisfied with the facilities of the service station like customer waiting room etc.e. 14.e. 9. How is the reception at the time of enquiry by the sales personnel 5. Do you feel the labour and spare part charge reasonable 17. Are you satisfied about the explanation about the benefits / features/ warranty of the vehicle and the financial schemes and the delivery procedure at the time of purchase 4. 6. Are you satisfied with the time taken to open the job card (work order). How is the attitude of the service personnel ? 8.
Brothers.G. Right from the executive to a collage going student. oil consumption. the affordability of a particular vehicle. It should take cadre of customers who are the backbone of it. the driving. which is efficient and reliable but also affordable. in this highly competitive world.G. and above all. Most manufactures have understood this. A four-wheeler is and affordable solution that will grant good mobility. It is offering its valuable services to the people of Nellore district through one of its dealers M. As there are different kinds of consumers existing in each market for every product. to this day where there is tremendous technological improvement. To satisfy the needs of the consume. a large number of companies have come up with a good number of vehicle. pollution factors etc. there is a need produce a wide range of products to satisfy all these customers.INTRODUCTION The concept of the word “wheel” is not of recent origin. handling. Right form the days when man started his living. Hence we felt the need of knowing about “Customer satisfaction” on the products of Tata moters and the services of M. To make its services available to everyone Tata moters also have so many dealers in various places. which give4s a good look. for any organization to survive. expanding cities and an increasing work load demand time and resource management. in our study. A growing economy. the importance of “wheel” is growing at a greater pace. As we all know. there is a need for a set of wheels. which grant him/her easy mobility not only. reliability. . before he owns it. the performance. In this aspect it is rather essential for any buyer to know the finer parts. This classification was made on the grounds of better mileage. and therefore developed different kinks of cars. Brothers.
000 patents created the modern automobile. Onesiphore Pecqueur. which then turned the wheels. form 1820 to 1840. . patent for a steam-powered land vehicle was granted to Oliver Evans. Cugnot drove one of his road vehicles into a stone wall. Steam-driven road tractors (built by Charles Deitz) pulled passenger carriages around Paris and Bordeaux up to 1850.S. This was the beginning of bad luck for the inventor. These were later banned from public roads and Britain’s railroad system. the money for Cugnot’s road vehicle experiments ended Steam engines powered cars by burning fuel that heated water in a boiler. we can point to the many first that occurred along the way. the very first self-propelled road vehicle was a military tractor invented by French engineer and mechanic. Cugnot built a steam-powered tricycle carried four passengers. feel that Nicolas Cugnot was the inventor of the first automobile. however. The vehicle has to stop every ten to fifteen minutes to build up steam power. After Cugnot Several Other Inventors Designed Steam-Powered Road Vehicles Cugnot’s vehicle was imporved by Frenchman. Historians. In 1789. However. It is estimated that over 100. The history of the automobile reflects an evolution that took place worldwide.INDUSTRY PROFILE The automobile as we know it was not invented in a single day by a single inventor. After one of Cugnot’s patrons died and the other was exiled. Starting with the first theoretical plans for a motor vehicle that had been drawn up by both Leonardo da Vinci and Isaac Newton. (Cugnot also designed two steam locomotives that they proved a poor design road vehicles. steam engines were very successfully used in locomotives. creating steam that expanded and pushed pistons that turned the crankshaft. The following year (1770). In 1771. the first U. who also invented the first differential gear. In 1769. Cugnot used a steam engine to power his instructions at the paris Arsenal by mechanic Brezin. Nicolas joseph Cugnot (1725 – 1804). The steam engine and boiler were separate form the rest of the vehicle and placed in the front. improved Cugnot’s vehicle. In Britain. Richard Trevithick built a road carriage powered by steam-the first in Great Britain. steam-powered stagecoaches were in regular service. making Cugnot the first person to get into a motor vehicle accident. who accept that early steam-powered road vehicles were automobiles. It was used by the French Army to haul artillery at a whopping speed of 2 ½ mph on only three wheels. In 1801. During the early history of self-propelled vehicles-both road and railroad vehicles were being developed with steam engines.
1824 . shaft drive to he differential. and he used it to briefly power a vehicle up Shooter’s Hill in London. The boiler was carried behind the passenger compartment. In 1863. Inventors included. Sumuel Brown adapted an old Newcomen steam engine to burn gas. diesel. History of the Internal Combustion Engine – The Heart of the Automobile An internal combustion engine is any that uses the explosive combustion of fuel to push a piston within a cylinder – the piston’s movement turns crankshaft that then turns the car wheels via a chain or a drive shaft.Dutch physicist. sales of electric vehicles took a nosedive as new type of vehicle came to dominate the consumer market.I. Amedee Bollee Sr. 1858 . Between 1832 and 1839 (the exact year is uncertain).Belgian – born engineer. professor of physics at Wisconsin State University. where a constant supply of electricity was possible. Harrison Dyer. (See image at top) . Early Electric Cars Steam engines were not the only engines used in early automobiles. Joseph Dixon. electric land vehicles in America outsold all other type of cars. Vehicles with electrical engines were also invented. numerous steam coaches were built from 1860 to 1880. Around 1900. chain drive to the rear wheels. electric spark-ignition internal combustion engine fueled by coal gas. and William T. Dr. Christian Huygeness designed (but never built) an internal combustion engine that was be fueled with gunpowder. Rivaz designed a car for his engine – the first internal combustion powered automobile. and the J. The vehicles were heavy. Case Company built a working steam car that won a 200-mile race.W. 1680 . In1871. had a front-mounted engine. A brief outline of the history of the internal combustion engine includes the following highlights. Robert Anderson of Scotland invented the first electric motor. In the United States. Then in the several years following 1900. slow. However. and needed to stop for recharging frequently. expensive. Lenoir attached an improved engine (using petroleum and a primitive carburetor) to a three-wheeled wagon that managed to complete an historic fifty-mile road trip.James. The different types of fuel commonly used for car combustion engines are gasoline (or petrol). steering wheel on a vertical shaft and driver’s seat behind the engine. The “La Mnacelle” built in 1878.English engineer. Electricity found greater success in tramways and streetcars.Francois Isaac de Rivaz of Swizerland invented an internal combustion engine that used a mixture of hydrogen and oxygen for fuel. 1807 . and kerosene. jean joseph Etienne Lenoir invented and patented (1860) a double-acting. Rufus Porter. this was a very unsuccessful vehicle. built advanced steam cars form 1873 to 1883. Carhart.J.
1885 – Gottlieb Daimler invented what is often recognized as the prototype of the modern gas engine – with a vertical cylinder. developed an unsuccessful twostroke kerosene engine (it used two external pumping cylinders). 593. and a few went on to become major manufactures of automobiles. a French civil engineer. the automobile industry had evolved continuously with changing times from craft production in 1890s to mass production in 1910s to lean production techniques in the 1970s. 1862 . and attached his engine to a cart for a rocky 500-foot drive. built a one-cylinder engine with a crude carburetor. 1862). It is not certain if he did indeed build a car. Several year later. 1866 – German engineers. 1864 – Austrian engineer – Siegfried Marcus*. Eugen Langen and Nikolaus August Otto improved on Lenoir’s and de Rochas’ designs and invented a more efficient gas engine. 1876 – The first successful two-stroke engine was invented by Sir Dougald Clerk. 1876 – Nikolaus August Otto invented and later patented a successful four stroke engine. however. and with gasoline injected through a carburetor (patented in 1887). . 1889 – Daimler built an improved four-stroke engine with mushroom-shaped valves and two V-slant cylinders. However. Marcus was able to design a vehicle that briefly ran at 10 mph that some historians consider was the forerunner of the modern automobile. The industry has a strong multiplier effect on the economy due to its deep forward and backward linkages with several key segments of the economy. in 1946. a finance ministry statement said. patentee but did not build a foru-stroke engine (French patent #52. Daimler first built a two-wheeled vehicle the “Reitwagen” (Riding Carriage) with this engine and a year later built the world’s first four-wheeled motor vehicle. 1883 – French engineer. the founding father of the study of management. known as the “Otto Cycle”.5 percent over the past five years. The automotive industry in India grew at a computed annual growth rate (CAGR) of 11. January 16. Delamare-Debouteville’s designs were very advances for the time – ahead of both Daimler and Benz in some ways at least on paper. almost all of the engine designers mentioned above also designed cars. Hailed as ‘the industry of industries’ by Peter Drucker. four – stroke engine. Karl Benz received the first patent (DRP No. 1886 – On January 29. 37435) for a gas-fueled car. 1873 – George Brayton. the Economic Survey 2008-09 tabled in parliament on 2nd July’09 said.Alphonse Beau de Rochas. built a single-cylinder four-stroke engine that ran on stove gas. it was considered that first safe and practical oil engine. Edouard Delamare – Debouteville. 1890 – Wilhelm Maybach built the first four – cylinder. Engine design and car design were integral activities. an American engineer. It was the world’s first gasoline-powered vehicle.
Maruti Udyog and Tata Motors are the leading passenger car manufacturers in the country.31 percent growth while the commercial vehicles segment slumped 21. Key Facts about India’s automobile industry: India ranks 12th in the list of the world’s top 15 automakers. which was plagued by the economic downturn amidst a credit crisis. Bajaj Auto. Eicher Motors etc. The industry is highly competitive with a number of global and Indian companies present today. 1944 – Premier Automobiles started. etc. . Commercial Vehicle market is catered by players like Tata Motors.e. 1955 – Only 7 firms HM. Indian Automobile industry can be divided into three segments i. Ashok Leyland. Indian automobile industry has come a long way to from the era of the Ambassador car to Maruti 800 to latest M&M Xylo. Mahindra with Renault. three wheeler & four wheeler segment. Targeted to be of $ 145 Billion by 2016. Yamaha. PAL. Hero with Honda. Tata with Fiat. Entry of more international players. Honda Motors. Some of the early events and milestones in the car industry in India. And India is considered as strategic market by Suzuki.7 percent in 2008-09 with passenger car sales registering 1. TVS Motors. The industry is estimated to be a US$ 34 billion industry. and Suzuki etc. The major players have not left any stone unturned to be global. Force Motors. M & M. two wheeler. Contributes 5% to the GDP. and TELCO received approval. Major of the players have got into the merger activities with their foreign counterparts. 1928 – The first imported car on the Indian roads. 1948 – First car manufactured in India. SMPL. Force Motors with Mann. 1942 – Hindustan Motors incorporated. according to a report. API.3 lakh units in 2002-03 to 23 lakh units in 2007-08. The domestic two-wheeler market is dominated by Indian as well as foreign players such as Hero Honda. Like Maruti with Suzuki. 1953 – The Govt.7 percent. It is projected to be the third largest auto industry by 2030 and just behind to US & China.The automobile industry. of India decreed that only those firms which have a manufacturing program should be allowed to operate. Volvo. managed a growth of 0. Production of four wheelers in India has increased from 9.
Different ways are to be implemented to increase the satisfaction level in the customers. The future of the products depends on the consumer’s satisfaction. So it is very important to know the pulse of the customers. The business people should always have correct information regarding the satisfaction level in the customers. Exports increased from 84. are having a bright future and the others are lost in the competition.000 units in 2007-08 The Liberalization in 1990 in India opened the doors for the entry of foreign products into the market. The products. This made the market a consumer market with a lot of choices for the consumers. which are able to attract the consumers. .000 units in 2002-03 to 280.
Its product range covers passenger cars.9 million Tata vehicles ply on Indian roads. Tata Motors' presence indeed cuts across the length and breadth of India.TATA COMPANY PROFILE Tata Motors Limited. A Tata motor has the unique distinction of giving India it’s first and only indigenously built passenger car. midsize car and utility vehicle segments. It is the leader in commercial vehicles in each segment. South Korea. The company's manufacturing base in India is spread across Jamshedpur (Jharkhand). Pune (Maharashtra). the collaboration ended in 1969.519 crores (USD 20 billion) in 2009-10. light. formerly known as TELCO (TATA Engineering and Locomotive Company). The company is establishing a new plant at Sanand (Gujarat). sales and service network. Tata Motors has operations in the UK. medium and heavy commercial vehicles for goods and passenger transport. 7 out of 10 medium heavy commercial vehicles bear the trusted Tata mark.000 sales mark within 52 months of launch. The company is the world's fourth largest truck manufacturer. A TATA motor is India’s premier and the only fully integrated automobile manufacture. the first company from India's engineering sector to be listed in the New York Stock Exchange (September 2004). Thailand and Spain. since the first rolled out in 1954. 92. The phenomenal success of these vehicles stands testimony of the company’s research and engineering expertise. Tata Motors Limited is India's largest automobile company. Over 5. Through subsidiaries and associate companies. A Tata motor has since grown from strength to strength. Pantnagar (Uttarakhand) and Dharwad (Karnataka). Lucknow (Uttar Pradesh). was formed in 1945. The Tata indica and the premium feature sedan-The Tata indigo. . and the world's second largest bus manufacturer. Tata motors entered into a collaboration with Paimler Benz of Germany in 1954 to manufacture commercial vehicles. with consolidated revenues of Rs.50. reached the 2. and among the top three in passenger vehicles with winning products in the compact. Tata Motors. A Tata motor is the flagship company of the Tata Group with an annual turnover of approximately US $ 20 billion (92519 crore) for the year starting April 1st 2009 to March 31st 2010. has also emerged as an international automobile company. a business comprising the two iconic British brands that was acquired in 2008. This is coupled with a nation-wide customer support. it has set up an industrial joint venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and Tata cars and Fiat powertrains. PROFILE TATA motors was Established in 1945. Among them is Jaguar Land Rover.9 billion Tata Vehicles ply on Indian roads making Tata a dominant force in India automobile industry. Following a strategic alliance with Fiat in 2005. multiutility vehicles. More than 5. Established in 1945. It is among the world’s top 10 commercial vehicle producers. The indica. launched in 1998.
Senegal and South Africa. It has franchisee/joint venture assembly operations in Kenya. Russia. The company enjoys a significant demand in export market like Europe. Tata Motors unveiled its People's Car. which helps . In 2006.000 (excluding VAT and transportation cost). established through exports since 1961. which signifies a first for the global automobile industry. In 1998. Tata Motors is also expanding its international footprint. Its safety performance exceeds regulatory requirements in India. In 2005. Tata Motors created a new segment by launching the Tata Ace. In terms of overall pollutants. and subsequently the remaining stake in 2009. Designed with a family in mind. Tata Motors acquired a 21% stake in Hispano Carrocera. it acquired the Daewoo Commercial Vehicles Company. established in 1966. In January 2008. Dharwad in India. The Tata Nano has been subsequently launched. Spain. The new plant of Tata Motors (Thailand) has begun production of the Xenon pickup truck. Australia. and the UK. to the discerning consumer and has been phenomenally successful. Customer sensitive approaches towards building products and state-of-the art manufacturing facilities have given the company a huge lead over its competitors. which India and the world have been looking forward to. while also exporting these products to several international markets. South East Asia. The company today has R&D centres in Pune. in India in March 2009.In 2004. the Nano brings the comfort and safety of a car within the reach of thousands of families. with the Xenon having been launched in Thailand in 2008. Tata Motors formed a joint venture with the Brazil-based Marcopolo. has enabled pioneering technologies and products. Tata motors is consistently evolving in its offerings to the Indian automobiles market. as planned. Tata Motors entered into joint venture with Thonburi Automotive Assembly Plant Company of Thailand to manufacture and market the company's pickup vehicles in Thailand. Today two-thirds of heavy commercial vehicle exports out of South Korea are from Tata Daewoo. Bangladesh. The company’s vehicles are seen in over 70 countries now. Middle East and Africa also. A development. The lean design strategy has helped minimise weight. In 2005. the Tata Nano. South Korea's second largest truck maker. The standard version has been priced at Rs. Today 7 out of every 10 medium and heavy commercial vehicles on Indian roads bear the trusted Tata mark. a reputed Spanish bus and coach manufacturer. It can comfortably seat four persons. and in South Korea. The rechristened Tata Daewoo Commercial Vehicles Company has launched several new products in the Korean market.000 engineers and scientists. Hispano's presence is being expanded in other markets. indica. it has a lower pollution level than two-wheelers being manufactured in India today. a global leader in body-building for buses and coaches to manufacture fully-built buses and coaches for India and select international markets. India's first indigenously developed mini-truck. Its tailpipe emission performance too exceeds regulatory requirements. Jamshedpur. With over 3. Ukraine. Its mono-volume design will set a new benchmark among small cars. it has a roomy passenger compartment with generous leg space and head room. Lucknow. the company's Engineering Research Centre. Tata motors presence in the utility vehicles and passenger cars market has been firmly established. In 2006. it launched India’s first fully indigenised car.100.
Tata Motors introduced ushered in a new era in the Indian automobile industry. The high fuel efficiency also ensures that the car has low carbon dioxide emissions. indigenously designed followed by Tata 608. 1971: Introduction of DI engines. by unveiling its new range of world standard trucks called Prima. in keeping with its pioneering tradition. The first vehicle rolled out with in 6 months of the contract. Now Srilanka.Germany. MILESTONES ACHIVED 1945: Tata Engineering and Locomotive Company Limited was established to manufacture locomotives and other engineering products. operating economy and trims. speed. carrying capacity.maximise performance per unit of energy consumed and delivers high fuel efficiency. 1986: Production of first light commercial vehicle. 1977: First commercial vehicle manufactured in Pune. 1954: Collaboration with Daimler Benz AG. for manufacture of medium commercial vehicles. In their power. 1948: Stem road roller introduced in collaboration with Marshall sons (UK). 1959: Research and Development Center set up at Jemshedpur. 1991: Launch of the first indigenous passenger car of Tata Siera. Tata 407. 1966: Setting up of the engineering research center at pune to provide impacts to automobile research and development. 1985: First hydraulics excavator produced with Hitachi collaboration. One million vehicles rolled out. thereby providing the twin benefits of an affordable transportation solution with a low carbon footprint. In May 2009. W. they will introduce new benchmarks in India and match the best in the world in performance at a lower life-cycle cost. 1961: Exports began with the first truck being shipped to Ceylon. 1983: Manufacture of heavy commercial vehicle commences. .
Daimler Benz / Mercedes Benz for manufacture of Mercedes Benz passenger cars in India. 2001: Indica V2 launched 2nd generation indica. Commercial production of Indica commences in full swing. 1994: Launch of Tata Sumo. Indica V2 becomes Indian’s number one car in its segment. 1995: Mercedes Benz Car E 220 launched. Indica. 2000: First consignment of 160 Indicas shipped to Malta. 2002: Unveiling of the Tata Sedan at Auto Expo 2002. U. 2003: The Tata indigo station wagon unveiled at the Geneva motors show. Joint venture agreement signed with Tata Holset Ltd. Exits joint venture with Daimler Chrysler. 1999: 115.000 bookings for Indica registered against full payment within a week.00.R. 2 million vehicles rolled out.K. India’s first fully indigenous passenger car launched. Tata Engineering’s becomes Tata Motors Limited. 2004: .. 5.000th passenger vehicle rolled out. Launch of CNG buses. Indica with Bharat stage 2 (Euro II) complaint diesel engine launched. On 29th July J.D Tata’s birth anniversary. 1998: Tata Safari – India’s first sports utility vehicle launched. for manufacturing turbo chargers to be used on Cummins engines. inc.1992: Launch of Tata estate. The multi utility vehicle. Power and emission friendly diesel engines. Tata Engineering signed a product agreement with M G Rover of the UK.000th Tata sumo rolled out. 1997: Tata Sierra Turbo launched 10000. 1993: Joint venture agreement signed with Cummins Engine Co. Joint venture agreement signed with M/s.
sign investment agreement Tata Motors completes acquisition of Daewoo Commercial Vehicle Company Tata Daewoo Commercial Vehicle Co. Ltd. West Bengal. India's first Sports Utility Truck (SUT) is launched Launch of Tata Novus Launch of Novus range of medium trucks in Korea. Spanish bus manufacturing Company Tata Motors wins JRD QV award for business excellence.000th Passenger Car from its Car Plant Facility in Pune Branded buses and coaches . announce joint venture to manufacture fully built buses & coaches for India & markets abroad Tata Motors first plant for small car to come up in West Bengal Tata Motors extends CNG options on its hatchback and estate range TDCV develops South Korea's first LNG-Powered Tractor. Tata Motors and Daewoo Commercial Vehicle Co.Trailer Tata Motors and Fiat Group announce three additional cooperation agreements 2007: Construction of Small Car plant at Singur. in Korea Tata Motors lists on the NYSE 2005: Tata Motors rolls out the 500. Ltd. Brazil. begins on January 21 .Starbus and Globus . (TDCV) launches the heavy duty truck 'NOVUS' .launched Tata Motors acquires 21% stake in Hispano Carrocera SA. (TDCV) 2006: Tata Motors and Marcopolo. by Tata Daewoo Commercial Vehicle Co. Inauguration of new factory at Jamshedpur for Novus Tata TL 4X4.
Indica Vista – the new generation Indica.The People's Car Launch of premium luxury vehicles . Tata Motors declared as the Commercial Vehicle Maker of the Year. 1-tonne pick-up truck. Dharwad plant beings production Tata Motors launches Nano . Carl-Peter Forster as Managing Director of Tata Motors. Tata Motors is Official Vehicle Provider to Youth Baton Relay for The III Commonwealth Youth Games Pune 2008. Tata Motors and Thonburi Automotive Assembly Plant Co. (Thonburi). Tata Motors completes acquisition of Jaguar Land Rover. Tata Motors signs definitive agreement with Ford Motor Company to purchase Jaguar and Land Rover. is launched. Range Rover Sport and Range Rover from Jaguar and Land Rover in India Tata Nano wins the Indian Car of the Year (ICOTY) Award Tata Motors acquires remaining 79% in Hispano Carrocera. Tata Motors to construct heavy truck plant in Myanmar under Government of India’s Line of Credit.Jaguar XF. assemble and market pickup trucks. XFR and XKR and Land Rover Discovery 3. . 2009: Tata Marcopolo Motors. Tata-Fiat plant at Ranjangaon inaugurated Fiat Group and Tata Motors announce establishment of Joint Venture in India 2008: Ace plant at Pantnagar (Uttarakhand) begins production. Nano. Tata Motors unveils its People's Car. announce formation of a joint venture company in Thailand to manufacture. at the ninth Auto Expo. 2010: Appointment of Mr. Xenon. launched in Thailand. Tata Motors' new plant for Nano to come up in Gujarat.
(TDDL) Minicar (Indica) Ltd > (Minicar) . USA (TTUS) HV Axles Ltd.. Telco Construction Equipment Co. Carl-Peter Forster as Group CEO. (Sheba) Telco Dadajee Dhackjee Ltd.. Tata Motors appoints Mr. Tata Motors Passenger Car Division launches ‘Tata Motors Service Edge’ for leading edge customer service.. (Telco) Tata Technologies Ltd. Chief Minister of Punjab inaugurates Tata Motors supported State Institute of Automotive and Driving Skills. (HVTL) TAL Manufacturing Solutions Ltd. Tata Motors : ASSOCIATES Over the years. (TTL) and Tata Technologies Ltd. (HVAL) HV Transmissions Ltd. Ltd. Tata Motors Group displays the widest range of products and environmentfriendly technologies at Auto Expo 2010. (TAL) Sheba Properties Ltd. Tata Motors has made substantial investments in building companies that add value. facilitate and support is diverse range of business activities.
not necessary a rational preference. Companies are also adding web . For example. Many systems restaurants and hotels provide forms for guests to report likes and dislikes. the customer is satisfied. Some of today’s most successful companies are raising expectations and delivering performance to match. General Electric. In general. The key to generating high customer loyalty is to deliver high customer value.CUSTOMER SATISFACTION Whether the buyer is satisfied after purchase depends on the offer’s performance in relation to the buyer’s expectations. High satisfaction are delight creates and emotional bond with the brand. Those who are highly satisfied are much less ready to switch. In addition to tracking customer value expectation and satisfaction. If the performance exceeds expectations. Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better comes along. companies need to monitor their competitor’s performance in these areas. Satisfaction is a person’s feeling of pleasure resulting from comparing a product’s perceived performance (or outcome) in relation to his or her expectations. He was further dismayed when he learned that this competitors was aiming to reach a 95 percent satisfaction score. a company was pleased to find that 80 percent of it customers said they were satisfied. the customer is dissatisfied. Tools for Tracking and measuring customer satisfaction Complaint and A customer-centered organization makes it easy for its suggestions customers to deliver suggestions and complaints. If the performance falls short of expectations. As this definition makes clear. From past buying experience. The result is high customer loyalty. These companies are aiming for TCS-total customer satisfaction. Then the CEO found out that its leading competitors attained a 90 percent customer satisfaction score. If the performance matches the expectations. the customer is highly satisfied or delighted. friend and associates advice and marketers and competitors information and promises buyers form their expectations. Whirlpool – establish hot lines with toolfree 800 telephone numbers. satisfaction is a function of perceived performance and expectations. Some customer-centered companies P&G.
Complaint levels are thu8s not a good measure of customer satisfaction. Thus. Studies show that although customer are dissatisfied with one out of every four purchases. A high positive word-of-mouth score indicates that the company is producing high customer satisfaction.. The information flows provide companies with many good ideas and enable them to act quickly to resolve problems. Not only is it important to conduct exit interviews when customers first stop buying. Ghost shopping Lost customer Companies should contract customers who have stopped analysis buying or who have switched to another supplier to learn why this happened. . Most customers will buy less or switch suppliers. While collecting customer satisfaction data. These mystery shoppers can even these whether the company’s sales personnel handle various situations well. enter company and competitors sales situations where they are unknown. this will normally be high if the customer’s satisfaction is high. it mounts a thorough effort to learn where it failed. less than 5 percent of dissatisfied customers will complain. Responsive companies measure of customer satisfaction directly by conducting periodic surveys. A variant of this is for managers to phone their own company with questions and complaints to see how the calls are handled. They send questionnaires or make telephone calls to a random sample of recent customers. it is also necessary to monitor the customer loss rate. It is also useful to measure the likelihood or willingness to recommend the company and brand to others. Not only should companies hire mystery shopper’s but managers themselves should leave their offices from time to time. and experience first hand the treatment they receive as “customers”. a mystery shopper can complain about a restaurant’s food to test how the restaurant handles this complaint.Customer Satisfaction surveys pages and email to facilitate two-way communication. If it is increasing this clearly indicates that the company is failing to satisfy customers. The also solicit buyer’s views on their competitor’s performances. Companies Can Hire Persons To Pose As Potential Buyers To Report On Strong And Weak Points Experienced In Buying The Companies And Competitors Products.. When IBM loses a customer. it is also useful to ask additional questions to measure repurchased intention.
Yet if the company had to spell out every element in detail. It could mean early delivery. One may be easily satisfied most of the time and the other might be hard to please but was pleased on this occasion.For customer-centered companies. customers would face a huge questionnaire. Companies that achieve high customer satisfaction ratings make sure that their target market knows it. order completeness. . customer’s satisfaction is both a goal and a marketing tool. When customers rate their satisfaction with an element of the company’s performance-say. NEED FOR THE STUDY These days it is very clear that market is having drastic changes and all the companies are acting according to it because to survive in the market and this should be achieved by studying about the customer options and analyzing their future requirements. delivery-the company needs to recognize that customers vary in how they define good delivery. The company must also realize that two customers can report being “highly satisfied” for different reasons. and so on. on-time delivery.
Secondary objectives : To determine the performance of the company . at different levels in the company. TATA MOTORS is not only concerned with selling of their products they also concerned with providing service to the customers after selling. Which help the organization to find out the ways in improving the services being provided to the customers. So there is necessity for the company to find out the satisfaction level of the customers. Because customers are the real advertisement for any product so the company should be in position to meet the customer requirements and also should maintain the CUSTOMER RELATIONSHIP. To find out any drawbacks in the service delivery. OBJECTIVES The following are the objectives of the study: Primary objectives : To find the satisfaction level of the customer regarding the service provided. To increase the satisfaction level in them.This study is definitely going to help to analyze the customer and can take necessary steps for the improvement of the services by the company.
. To mark suggestions for promotional measures to increase the customer satisfaction. The time is a limitation to cover more respondents. The information provided by the customers might be biased. LIMITATIONS The following are the limitations of the present study: Surveyed area is limited only to Delhi (Mainly in NAZAFGARH ROAD AERA). Sample size may not fully represent the whole population.
which provides guideline for the rest of the research process. I. One the problem is defined. Communication involves questioning the respondents to secure the . the next is the research design becomes easier. Collection of Primary Data: Communication and observation are the two basic means used by me for collecting primary data.RESEARCH METHODOLOGY INTRODUCTION : The first and foremost step in the research process consists of problem identification. The research design specifies the methods of data collection and analysis. The research design is the basic framework.
III. Internal secondary data is collected within the company. Closed-end questions: Fixed alternative questions are used in the questionnaire. B.desired information by using data collection instrument called ‘Questionnaire’. previous research reports and other relevant information. Open-ended question: The customers are asked to give suggestions to improve the service in the form of open-ended question at the end of the questionnaire. Collection of Secondary Data: Internal and external secondary data is collected for the purpose of study. This data includes publications. Dichotomous Questions: The respondent is given a choice between only two alternatives. External secondary data is generated from outside. This data includes company records. Multiple-choice Questions: The respondents are given a set of alternatives to answer. Sampling Procedure: Sample Size: 100 Sampling Procedure: Simple random sampling approach has been adopted. . The questionnaire used in my study is consisting of closed-end questions and one open ended question. This consists of A. II. government records and Internet etc.
So the personal interview was more frequently for the study. so as to properly analyze and achieve the objectives. Mail interview Among the three personal interview is the most versatile and flexible mode of communication. Statistical analysis: Data analysis and interpretation are necessary ingredients to make the primary data obtained useful for tacking effective strategic moves. which has been collected by survey using a structural questionnaire. tabulated and edited. 1. The primary data.IV. Telephone interview 3. Mode of communication: There are three different methods of communications used by me. Personal interview 2. . has been systematically organized.
1. 1. 2. Features Model Price Quality Brand Name Other Benefits No. What made you to buy this vehicle? TABLE – 1 S. 5. 21% basing on the quality. 23% basing on the model. No. 3. 14% basing on other benefits and 13% basing . of Respondents 23 13 21 29 14 100 % 23 13 21 29 14 100 Inference : 29% of the customer’s opted Tata vehicle basing on the brand name. 4.
1. etc. of Respondents 4 27 45 12 12 100 % 4 27 45 12 0 12 100 Inference : 76% of the customers are satisfied about the explanation about the benefits. 4. 5. of Respondents 30 25 20 15 10 5 0 Model Price Quality 13 23 21 29 Model Price Quality Brand Name Other Benefits 14 Brand Name Other Benefits Reason for buying TATA Vehicle 2. No.. 6. CHART – 1 35 No.on the price. 3. The brand name of the TATA and quality of product should be taken care of while providing service. at the time of purchase. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No response No. also 12% . out of which 27% are very satisfied. features. Are you satisfied about the explanation about the benefit / features / warranty of the vehicle and the financial schemes and the delivery procedure at the time of purchase? TABLE – 2 S. 2.
of Respondents 45 40 35 30 25 20 15 10 5 0 Delighted Very satisfied 4 27 45 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No response 12 12 0 Satisfied Somewhat dissatisfied Very No response dissatisfied Satisfaction Level 3. so the company had to made more effort to satisfy the dissatisfied customers. 5. How is the reception at the time of enquiry by the sales personnel? TABLE – 3 S. Also there are 4% customers that are somewhat dissatisfied and 12% had not responded to the above question.are somewhat dissatisfied. 30% are very satisfied. 6. 12% are delighted so the sale personnel are performing their task quite efficiently. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No response No. CHART – 2 50 No. 3. CHART –3 . of Respondents 12 30 42 4 12 100 % 12 30 42 4 0 12 100 Inference : 42% of the customers are satisfied by the reception of the sales personnel at the time of enquiry. 2. No. 1. 4.
23% are delighted and 8% are somewhat dissatisfied. No. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. 2. of Respondents 23 44 25 8 100 % 23 44 25 8 0 100 Inference : 44% of the customers are very satisfied by the time taken to open the job card. CHART – 4 . 5. 25% are satisfied. of Respondents 40 35 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied 12 4 0 30 Somewhat dissatisfied Very dissatisfied No response 12 Very No response dissatisfied Satisfaction Level 4. 3. Are you satisfied with the time taken to open the job card (work order).45 42 Delighted Very satisfied Satisfied No. TABLE – 4 S. 1. 4.
of Respondents 11 50 30 9 100 % 11 50 30 9 0 100 Inference : As we see that 61% of the customers are more than just satisfied by the reception of the service advisors. thus the service advisors are performing their duties with perfection. 4. 1. . there are only 9% customers that are somewhat dissatisfied from service advisors. Are you satisfied with the reception of the service advisor? TABLE – 5 S. 5. 3.50 45 44 No. of Respondents 40 35 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied 8 0 Very dissatisfied 23 25 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied Satisfaction Level 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. No. 2.
2. of Respondents 50 40 30 20 11 10 0 Delighted 50 Delighted 30 Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 9 0 Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied Satisfaction Level 6.. 5. of Respondents 13 30 51 4 2 100 % 13 30 51 4 2 100 Inference : 51% of the customers are satisfied by the facilities of the service station. No. 4. 30% are very satisfied. Are you satisfied with the facilities of the service station like customer waiting room etc. 3. 1. TABLE – 6 S. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. the valuable suggestions can be taken from the unsatisfied customers to improve the facilities. .CHART – 5 60 No.
of Respondents 85 15 100 % 85 15 100 Inference : 85% of the customer’s say that the service is being attended correctly to relevant complaint.10 . CHART . 1. Features Yes No No. 2. No. Where as 15% feel that the service is not attended correctly to relevant complaint. Are the services being attended correctly to the relevant complaint? TABLE – 10 S.CHART – 6 60 51 No. of Respondents 50 40 30 20 10 0 Delighted Very satisfied Satisfied Somewhat dissatisfied 8 11 30 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 0 Very dissatisfied Satisfaction Level 7.
1. of Respondents 6 40 34 16 4 100 % 6 40 34 16 4 100 Inference : 40% of the customers are very satisfied with the solutions to all the problems reported by them. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. 34% are satisfied. Are you satisfied with the solutions to all the problems reported by you? TABLE – 8 S. No. 3. 2. Thus 20% of the customers are not totally satisfied with . 4. 16% are somewhat dissatisfied. 6% are delighted and 4% are very dissatisfied.15% Yes No 85% 8. 5.
1. Are you satisfied with the delivery made i. 2. 10% are delighted and 9% are very dissatisfied. TABLE – 13 S. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. 19% are somewhat dissatisfied. is the delivery made in time as per the conditions desired by you from service station. 4. No. CHART – 8 45 40 40 34 Delighted Very satisfied Satisfied 16 6 Somewhat dissatisfied Very dissatisfied 4 No. 33% are very satisfied. 3. 5..e. CHART – 13 . of Respondents 35 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied Satisfaction Level 9. of Respondents 10 33 34 19 4 100 % 10 33 34 19 4 100 Inference : 34% of the customers are satisfied with the delivery made from the service station.the solution for their problem thus the service advisor has to provide most satisfactory solution.
4. of Respondents 10 41 37 12 100 % 10 41 37 12 0 100 Inference : 41% of the customers are very satisfied with the explanation of job done and bill at the time of delivery. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 35 30 25 20 15 10 5 0 Delighted 10 33 34 Delighted 19 Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 4 Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied Satisfaction Level 10. No. CHART – 14 .40 No. 37% are satisfied. 2. 5. TABLE – 14 S. 1. Are you satisfied with the explanation of job done and bill at the time of delivery. 12% are somewhat dissatisfied and 10% are delighted. 3.
45 40 41 37 Delighted Very satisfied Satisfied Somewhat dissatisfied 10 12 Very dissatisfied No. Features Yes No No. 1. Whereas 44% of the customers are not receiving the service remainders regularly. Are your receiving our service reminders regularly ? TABLE – 17 S. . of Respondents 35 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied 0 Very dissatisfied Satisfaction Level 11. No. of Respondents 56 44 100 % 56 44 100 Inference : 56% of the customers are receiving the service remainders regularly. 2.
No. 2.CHART . of Respondents 60 40 100 % 60 40 100 Inference : 60% of the customers have been informed about the next service schedule. 1. Where as 40% of the customers are not informed about the next service schedule. Features Yes No No. Have you been informed about the next service schedule ? TABLE – 18 S.17 44% 56% Yes No 12. .
Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No.CHART – 18 40% Yes No 60% 13. TABLE – 19 S. 7% are somewhat dissatisfied. 4% are delighted and 1% is very dissatisfied. 4. 1. 3. Are you satisfied with the overall performance of the workshop. 5. 42% are very satisfied. 2. . No. of Respondents 4 42 46 7 1 100 % 4 42 46 7 1 100 Inference : 46% of the customers are satisfied with the overall performance of the workshop.
of Respondents 40 35 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 4 7 1 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied Satisfaction Level .CHART – 19 50 45 42 46 No.
30% are very satisfied. 30% are satisfied. 11% are somewhat dissatisfied and 8% are delighted. 7% are somewhat dissatisfied and 1% is very dissatisfied. 85% of the customer’s say that the service is being attended correctly to relevant complaint. 12% are somewhat dissatisfied. 44% of the customers are very satisfied by the time taken to open job card. 11% are delighted and 1% very dissatisfied. 23% basing on the model. at the time of purchase. 40% of the customers are very satisfied with the solutions to all the problems reported by them. 46% of he customers are satisfied by the attitude of the service personnel. 51% of the customers are satisfied by the facilities of the service station.. 4% are delighted and 12% had not responded to the above question. 30% are very satisfied. 27% are very satisfied. 27% are satisfied. 34% are satisfied. 25% are satisfied. 26% used some other vehicle. 12% very satisfied. 23% are delighted and 8% are somewhat dissatisfied. 28% are very satisfied. 50% of the customers are very satisfied by the reception of the service advisor. Where as 27% of the customers are not informed about the extra job required for their vehicle. 45% of the customers are satisfied about the explanation about the benefits. 9% used mahindra and 8% used Toyota. 11% are delighted and 9% are somewhat dissatisfied.FINDINGS 34% of the customer previously not used any vehicle. 73% of the customers say that they are being informed if any extra job is required to their vehicle. 29% of the customer opted Tata vehicel basing on the brand name. 140% are somewhat dissatisfied. . 6% are delighted and 4% are very dissatisfied. 23% used maruthi. 12% are delighted. features. 53% of the customers are very satisfied with the quality of washing. 12% are delighted. etc. 4% are somewhat dissatisfied and 12% had not responded to the above question. 14% basing on other benefits and 13% basing on the price. Where as 15% feel that the service is not attended correctly to relevant complaint. 16% are somewhat dissatisfied. 21% basing on the quality. 42% of the customers are satisfied by the reception of the sales personnel at the time of enquiry.
4% are delighted and 1% is very dissatisfied. where as 44% of the customers are not receiving the service remainders regularly. 56% of the customers are receiving the service remainders regularly. A separate phone must be made available to deal with customers to inform them whether the service station is ready to accept their Vehicles for service The organization must appoint persons to deal with the customers in phone and to explain the customers about the job done at the time of delivery. 42% are somewhat dissatisfied. 40% are very satisfied. 42% of the customers are satisfied by the labour and spare parts charge. Top priority must be given to taxes and long distance vehicles then local vehicles. SUGGESTIONS Prompt delivery of the vehicle should be made. 33% are very satisfied. 10% are delighted and 9% are very dissatisfied 41% of the customers are very satisfied with the explanation of job done and bill at the time of delivery. 12% are somewhat dissatisfied and 10% are delighted. 4% are somewhat dissatisfied and 2% are very dissatisfied. 34% of the customers are satisfied with the delivery made from the service station. Shelter must be their while going through job card. 46% of the customers are satisfied with the overall performance of the workshop 42% are very satisfied. 60% of the customers have been informed about the next service schedule where as 40% of the customers are not informed about the next service schedule. 7% are somewhat dissatisfied. The organization must instruct the workers not only to considers the job card they must also go through the vehicle and if they find and things extra jobs to be done them they must inform the owner and they must entire it in job card and then go through the work. 46% of the customers are satisfied with the general appearance of the workshop. 7% are very satisfied. News papers. 37% are satisfied. 6% are very dissatisfied and 3% are delighted. 19% are somewhat dissatisfied. . Facilities like A/C. 8% are delighted. MG Brothers must advertise it self about its service station by having boarding mainly at sales point and at customer waiting room. Drinking water and weeklies must be provided and they must be up to the standards in customer waiting room.
The efficiency of workers is to be increased. . Labour charges should be decreased Service reminders should be sent regularly Billing should be made faster. then the customer satisfaction level increases on the organization.G. BROTHERS AUTOMOBILES Pvt.B. Prompt delivery should be made.MAHESH doing my M.. Nothing in the world can be perfect. So the problems need to be identified and solved immediately. Charges are high and need to be decreased. My project title is study on Customer . Ltd. If the problems identified are solved effectively.C. Tirupati.NELLORE CUSTOMER FEED BACK Dear sir/Madam I . Some of the main things are as follows. CONCLUSION The overall performance of the services in the workshop is satisfactory to many of the customers.A in Ramaraja institute of technology & science. Check list should be maintained so that any other extra jobs that the customers are unaware can be solved. Some faults are seen in the services though not major ones but some of the problems may give side effect and make cause more trouble in the future. M.
How is the reception at the time of enquiry by the sales personal [ a) Delighted d) Some what dissatisfied 5. b) Very satisfied c) Satisfied e) Very dissatisfied [ b) Very satisfied e) Very dissatisfied ] c) Satisfied ] Is it ease of obtaining appointment i. What made you to buy this vehicle a) Model d) Brand name 3.LTD NELLORE. which my urge in bringing out this project .BROTHERS PVT.e.satisfaction towords TATA MOTORS SERVICE with reference to M. a) Delighted [ b) Very satisfied ] c) Satisfied d) Some what dissatisfied e) Very dissatisfied 4. Are you satisfied about the explanation about the benefits / features/ warranty of the vehicle and the financial schemes and the delivery procedure at the time of purchase. I would be greatly obligut if you can spare your most valuable time to answer the following questions.. Name of the customer : : : : : : : [ c) Machindra [ c) Quality ] ] Place Ph E-Mail Vehicle Model Vehicle Number Address QUESTIONNARIES: 1. The Vehicle that you previously used a) Maruti d) Not used any vehicle b) Toyota e) Some other vehicle b) Price e) Other benefits 2. a) Delighted d) Some what dissatisfied 6. the service advisor.G. are you satisfied with the reception of Are you satisfied with the time taken to open the job card (work order) .
Are you satisfied with the explanation if job done and bill at the time of delivery a) Delighted b) Very satisfied d) Some what dissatisfied e) Very dissatisfied [ c) satisfied [ c) Satisfied [ ] ] ] 13.[ a) Delighted b) Very satisfied d) Some what dissatisfied e) Very dissatisfied ] c) Satisfied ] 12.e.[ a) Delighted d) Some what dissatisfied 7.. Is the delivery made in times as per the conditions desired by you from service station. Do you feel labour and spare parts charge reasonable a) Delighted 14. b) Very satisfied e) Very dissatisfied b) No [ c) Satisfied b) Very satisfied e) Very dissatisfied [ c) Satisfied c) Satisfied ] How is the attitude of the service personnel b) Very satisfied e) Very dissatisfied [ ] Are you satisfied with the facilities of the service station like customer waiting ] c) Satisfied Are the services being attended correctly to the relevant complaint [ ] Are you satisfied with the quality of washing b) Very satisfied d) Some what dissatisfied e) Very dissatisfied Are you satisfied with the delivery made i. b) Very satisfied d) Some what dissatisfied e) Very dissatisfied Are you receiving our service reminders regularly a) Yes 15. a) Delighted d) Some what dissatisfied 9. room etc. 10. a) Delighted a) Delighted 11.. b) No Are you satisfied with the overall performance of the workshop[ a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied c) Satisfied ] . a) Delighted d) Some what dissatisfied 8.
C.Sir. PROF. published by Tata McGraw hill.BERI Marketing Management (the Millennium edition & 8th Edition) PHILIP KOTLER . new delhi). G. I heartfully thank you for sparing your valuable time for me CHILAKAPATI. BIBLIOGRAPHY Marketing research (third edition.MAHESH Place Date : : Signature.
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