A Project Report On Existing Customers Profiles and Opinions OF Tvs Motors

ST.
BEDES COLLEGE SHIMLA
A PROJECT REPORT ON
EXISTING CUSTOMERS PROFILES
AND OPINIONS
OF
TVS MOTORS
SUBMITTED IN THE PARTIAL FULFILLMENT

FOR THE AWARD OF THE DEGREE OF
BACHELORS OF BUSINESS ADMINISTRATION
2010-2013
Submitted to:
Submitted by: Sushmita Snatoo
PROF. JASPREET KAUR

ROLL NO: 7150
ST. BEDES COLLEGE SHIMLA

1
ST.
Acknowledgment
Through this column I would like to express my sincere gratitude to the individuals
concerned for their immense support in making this project successful.
First of all I would like to thank my project guide and coordinator PROF.
JASPREET KAUR ST. BEDES COLLEGE. I extend my heart felt gratitude to
her for providing me guidance and sharing her experience and knowledge.
I would like to thank PROF. JASPREET KAUR for extending her timely and
unconditional help for making my project a success.
I also owe my gratitude to my beloved parents who constantly motivated, inspired
& encouraged me during the entire course of my study. It would not have been
possible for me to complete the project accurately without their help.
Sushmita Snatoo
BBA III
ST.
Declaration
I SUSHMITA SNATOO, do here by declare that this project on EXISTING
CUSTOMER PROFILES AND OPINIONS. Has been compiled by me under
the able guidance and supervision of my guide PROF. JASPREET KAUR along
with the support of my family, I assure that this original and genuine piece of work
and has not been submitted anywhere else for the accrual of any other degree or
diploma.
DATE:
PLACE: SHIMLA
BY: SUSHMITA SNATOO

BBA III YEAR
ST.
Certificate
This is to certify that the project on EXISTING CUSTOMERS PROFILES
AND OPINIONS OF TVS MOTORS. has been compiled by SUSHMITA
SNATOO of BBA III under my guidance and supervision. She has submitted this
project in the partial requirement for the award of the degree of BACHELOR OF
BUSINESS ADMINIDTRATION. This is original and genuine piece of recent
work to the best of my knowledge.
PROJECT MENTOR AND GUIDE
MS. JASPREET KAUR

LECTURER
COMMERCE DEPARTMENT
ST.
CONTENTS:
CHAPTER-1: INTRODUCTION
CHAPTER-2: PROFILE OF THE COMPANY
CHAPTER-3: INDUSTRY PROFILE
17
CHAPTER-4: REVIEW OF LITERATURE
25
CHAPTER-5: RESEARCH METHODOLOGY
28
CHAPTER-6: DATA ANALYSIS AND

INTERPRETATION
41
CHAPTER-7: FINDINGS AND CONCLUSION
55
CHAPTER-8: SUGGESTION
60
APENDIX
BIBLIOGRAPHY
This chapters has given a blue print of the whole study, having
understood, the researcher is persuaded to identify the profile of
TVS Motor Company and to relate its strength in improving customer
satisfaction
ST.
CHAPTER I
INTRODUCTION OF
THE
STUDY
ST.
INTRODUCTION OF THE STUDY

Marketing is societal process by which individuals and groups obtain what they need and want
through creating offering and freely exchanging products and services of value with others.
Marketing managements as they are and science of choosing target market and getting keeping
and growing customers through creating, delivering and communicating superior customer value.
Markets can be classified in many ways, namely local market, national market and international
market. Marketing is a process by means of which goods and services can be exchanged. On the
other hand marketing is a wider and more comprehensive term. It includes the whole process of
distribution. Marketing is the business process by which products are matched with the market
and through which transfer of ownership is affected. Marketing has changed dramatically,
evolving from the old fashioned concept of simply providing the goods and making it available
for consumer to be day's highly competitive marketing strategies.
ST.
What is Customer?
A Customer is not dependent on us We are dependent on him
A Customer is not an interruption of our work. He is purpose of if it we are not doing a favour by
giving us the opportunity to do so? A Customer is not someone to argue or match with. Nobody
ever won an argument with a customer
A Customer is a person who brings us his wants it is our job to handle them profitably to him
and to ourselves. Today more companies are recognizing the importance of satisfying and
retaining customer. Satisfied customer constitute the company's relationship capital. If the
company were to be sold, the acquiring company would have to pay not only for the plant and
equipment and the brand name, but also for the delivered customer base, namely the number and
value of the customer who would do business with the new firm
Customer opinion
In recent years many companies shifted their attention from products and services to Customer
care. Maintaining a privileged relationship with the Customer has become nowadays an absolute
priority. It is a widely acknowledged that such a relationship presupposes full knowledge's of
Customer Orientation, Opinion, Wishes etc. This holds true whether the Customer is an actual or
potential one
Meaning of customer opinion

Customer Opinion survey takes a snapshot of your Customer's opinions and provides insight into
how well your company is providing Customer Service. It emphasizes Customer Satisfaction,
ST.
Customer Loyalty and Service Quality, which have been identified as key areas to understanding
why Customers buy your products and services
CUSTOMER OPINION PRODUCTS

Customer opinion products can provide you with data that will help you make better decisions
about your Customer services initiatives:
Learn which areas specifically may be causing problems
Find out where your company is failing to meet or exceed your Customer Expectations
Discover which areas are most important to your Customers
knowing what drives Customer Satisfaction and Implementation program to improve it can really
help your bottom line. Satisfied Customers
Are more likely to buy additional products from your company
Cost less to retain than the cost of obtaining New Customers
May send other Customers your way by describing their positive experiences with their friends
IMPORTANCE
We have heard that the Customer is always right. You may or may not agree that statement, but
every thought to agree that Customers and Customers opinions hold a very important place in
our lives. After products and services our businesses close down and we all pack up to go home.
The faster you can adapt to accommodate Customer needs, the stronger your company's
reputation
CUSTOMER SERVICE
ST.
Customer and Business Managers like to talk about what good customer service is. Accepting
this definition means expanding our thinking about customer service, not just those aspects of
our business that involve face-to-face Customer contact
Improving Customer service involves making a commitment to learning what our customer's
needs and wants are and developing action plans that implements Customer friendly processes
CHAPTER II
10
ST.
PROFILE OF
THE
COMPANY
PROFILE OF THE COMPANY

TVS Motor is the third largest two-wheeler manufacturer in India and ranks among the top ten in
the world. It is the first company in the world to be honoured with the Deming prize for Total
Quality Management
The TVS group was established in 1911 by Sri T.V. Sundaram Iyengar. TVS group commands a
strong presence in manufacturing of two-wheelers, auto components and computer peripherals.
TVS Motor Company's first launch was 50cc Moped TVS 50 in August 1980. It is the first
Indian company to introduce 100cc Indo-Japanese Motorcycles in India in 1984
Today TVS is a well-known brand in the field of Bike manufacturing. The manufacturing unit of
11
ST.
TVS Motor is located at Hosur and Mysore. At present TVS Apache, TVS Victor, TVS Scooty,
TVS Central and TVS Fiero are the popular Bikes in Indian Market
These products are developed domestically via technical collaboration with globally renowned
partners. Regardless of market conditions and business environment dynamics. TVS Motor
releases six to ten new products annually to address the broad based requirements of Indian
market. It is the flagship company of the $4 Billion TVS Group
TVS Motor strives for manufacturing excellence and innovation in research and development
( R& D)
DIVISONS OF TVS GROUP

TV SUNDARAM IYENGAR and SONS Limited is the parent and holding company of the TVS
Group. TV Sundaram Iyengar and Sons limited has the following three divisions:
1. TVS and Sons
2. Sundaram Motors
3.Madras Auto Services
1. TVS and Sons
TVS and SONS is the largest automobile distribution company in India. It distributes heavy duty
commercial vehicles, Jeeps, Cars
12
ST.
TVS and Sons represents premier automotive companies like Ashok Leyland, Mahindra and
Mahindra Ltd and Honda. The company is also one of the leading logistics solution provides and
has setup state of the warehouses allover the country. TVS and SONS has also diversified into
distributing a range of Garage equipments
2. Sundaram Motors
Sundaram Motors distributes Heavy Duty Commercial Vehicles, Cars, and Auto spare parts for
several leading manufacturers.
The company is also the Dealer for Ashok Leyland, Honda, Fiat, Ford and Mercedes Benz
3. Madras Motor Services
Madras Auto Services distributes automotive spare parts for all leading manufacturers
FEATURESOFTVS
KICK STARTER WITH BUILT SAFETY DEVICES
The TVS is equipped with an electronic starter for quick starting however it works only when
either of the brakes is applied. This is as safety. Besides the kick-starter is also provided
ELECTRONIC IGNITION
A maintenance free ignition system facilities proper working of the engine at all time, resulting
in
Quick starting
Optimum free consumption
Low air pollution
13
ST.
FUEL CONSUMPTION
TVS gives 60kms per litre under standardizes driving conditions
STRONG STEEL BODY
All External parts of the body are made of steel. These parts cover the engine and the
transmission which is centrally mounted on a strong tabular frame
BRAKE LIGHT
An added safety feature is powerful brake light connected to both the front and rear brakes
AUTOMATIC FUEL COCK
As soon as engine starts the fuel cock automatically opens. It closes immediately when the
engine stop and prevents the carburettor from over flooding and also reduces petrol wastage. A
fuel gauge is on the instrument panel indicates the fuel quantity in the tank and saves a rider from
the trouble of guessing the petrol quantity.
AUTO-CHOCK
The carburetor is equipped with an auto-bi-starter(chock) which does that have to be operated
manually. The chock depends on the engine and atmospheric temperatures for starting both the
petrol and air mixture are controlled during this operation. There is no difficulty to start the
vehicle during winter season
SEAT
A dual seat encompassing moulded latex from rubber provides for additional comfort. Because it
is moulded, it does not go out of shape. As it eliminates springs, the spring losing tension and
other allied problems are avoided. The seat is lockable and locks the fuel and oil tanks making
them pilfer proof
ACHIEVEMENTS OF TVS MOTOR COMPANY

1) TVS Motor Company records 28% growth in Motorcycles
14
ST.
2) TVS Motor Company report turnover of Rs.939.62 corers record 26% growth
3) TVS Motor Company sales up by 23%
4) TVS Bikes sales up by 53%
PRESENT CONDITIONS OF THE COMPANY

1) Largest and automotive components groups in India
2) Diversified into customer durable, computer peripherals and two-wheelers
3) Joint venture with world leaders
4) Largest automotive components manufacturer group of India
5) Sales turnover of Rs.75,000 crores
TVS MOTOR COMPANY- MISSION

We are committed to being a highly profitable, socially responsible, and leading manufacturer of
high value for money, environmentally, friendly, lifetime personal transportation products under
the TVS brand, forcustomers predominantly in Asian markets and to provide fulfilment and
prosperity for employees, dealers and suppliers
TVS MOTOR COMPANY- VISION

TVS Motor will be responsible to customer requirements consonant with its core competence
and profitability. TVS Motor will provide total customer satisfaction by giving the customer the
right product, at the right price, at the right time
OTHER MAJOR COMPANIES

TVS Motor Company Limited
15
ST.
TVS Electronics Limited

Axles India Limited
Brakes India Limited
Sundaram Polymers Division
Harita Finance Limited
India Motor Parts and Accessories Limited
India Nippon Electricals Limited
IRIZAR TVS(P) Limited
Lakshmi Auto Components Limited
Lucas Indian Service
Sundaram Brake Linings Limited
Sundaram Clayton Limited
TVS TWO WHEELER MODELS
TVS-50
Centra
Apache
Fiero FX
Max 100
Fiero F2
Scooty
Scooty Pep
Spectra
Star Sports
16
ST.
Star City
Star DLX
Suzuki Fiero
Victor
Victor GLX
XL Super
Teenz., etc
INFORMATION TO SUBSCRIBERS
~ Address, Phone number, Web Address
~ Earnings/ Dividend
~ Employees
~ Exchange listed
~ Financial Ratio Analysis
~ Recent Stock Performance
~ Sales(recent years), Senior Offices
~ Shareholder Information, Stock Analysis Summary
17
ST.
MOTOR CYCLE SAFETY

SAFE RIDING RULES
Always made a pre-ride inspection and before you start the engine. You may prevent an accident
or equipment damage.
Many accidents involve inexperienced riders. Make sure you are qualified before ride. Never
lend your motorcycle to an inexperienced rider.
(1) Many Automoblile or motorcycle acidents occur because the automobile driver does not
"see" the motorcyclist. Make yourself conspicous to help avoid the accident that was not your
fault:
Wear bright or reflective clothing
Don't ride in another motorist's "blind spot"
Don't ride on the roadway shoulder
(2) Obey all National and Local laws and regulations

Signal before you make a turn or lane change
Your size and maneuverability can surprise other motorist
(3) Don't let other motorist's surprises. Use extra caution intersections, parking lot entrances and
exists and derive ways.
(4) Keep both hands on the handlebars and both feet on the foot rests while riding.
(5) Never shift gears without applying the clutch.
(6) The luggage track and basket are primarily for light weight items. Make sure cargo is secure
and will not shift while riding.
PROTECTIVE APPAREL
18
ST.
(1) Most Motorcycle accident fatalities are due to head injuries. Always wear a Helmet. You
should also wear a face shield or goggles as well as beets, gloves and protective clothing
(2) The exhaust system becomes very heat during operation and it remains hot after operation.
Never touch any parts of the exhaust system. Wear clothing that fully covers your legs
(3) Do not wear clothing which could catch on to the control levers, kick-starter, foot rests or
wheels
LOADING AND ACCESSORIES

A Motorcycle is sensitive to changes in weight distribution, improper loading or cargo and
mounting of accessories can impair the Motorcycle's stability and performance. To prevent an
accident, use extreme care when mounting accessories and riding with cargo
Keep cargo and accessory weight low and close to the centre of the motorcycle. Load weight
equally on both sides to minimize imbalance, If Weight is located away from the Motorcycle's
center of gravity, handling is affected
All cargo and accessories must be secured for stable handling Re-check security frequently
Do not attach large or heavy items to the Handlebars front forks of fender. Unstable handling or
slow steering responds may result
It is unsafe to carry more than 8kg of load luggage carrier
WARRANTY
SCOPE OF WARRANTY
TVS Motor Ltd warrants all its Motorcycle assembled or manufactured in its Hosur plant and
Mysore plant and sold through its authorized Dealers to be free under normal use and conditions
19
ST.
from any defect both in material and workmanship subject to the following terms and conditions
TERMS AND CONDITIONS
All TVS Motorcycles are warranted for a period of 2 years or 30,000 kms from the
date of purchase, whichever is earlier
It is mandatory to avail all free and paid service as per the recommended schedule to
be eligible for the warranty benefits. Please ensure that each paid service is availed
within 60 days from the date of previous service
If a defect is observed in any TVS Motorcycle, TVS's only obligation to repair or
replace those parts which are considered to be the cause of malfunctions free of
charge of both labour and material
20
ST.
LIMITATIONS OF WARRANTY
The warranty shall not apply
If any part of the vehicle is repaired by unauthorised persons or workshops etc.
If recommended engine oil is not used.
To rubber parts or plastic components or bulbs and other hardware items

.
To proprietary like tyres, tubes, batteries etc. Since they are directly handled by respective
manufacturers and are subjected to their warrantyand conditions
CHAPTER III
21
ST.
INDUSTRY
PROFILE
TataMarutiSuzukiTelcoBajajHondaToyotaMitshubishiHyundaiMahindraFor
dVolvoleatherbatterycomponentsrubbertyreshowroomdesignbrak
eenginefinancescootertractorsMumbaiDelhiKolkataChennaiBangaloreHydera
badSundaramTVSconsumerassociationAsiaMercedescoach
Federation of Automobile Dealers Associations
22
ST.
CHAPTER IV
REVIEW
OF
23
ST.
LITERATURE
REVIEW OF LITERATURE
The main purpose of the chapter is to provide a review of literature relating to this study
"Of the dozen of categories of human action working, sleeping, mating, hitting, breathing,
buying and so forth the one of primary importance to the marketer is buying"
1. "Buyer behavior is all the psychological, social and physical behavior of potential customers
as they become aware of , evaluate, purchase, consume, and tell other people about products and
services"
2. "At any given time a person may be faced with a number if motives, but that he probably
cannot act on all of them at the same time. Therefore, each person has a hierarchy of motives,
with the motives arranged in ascending order according to their importance"
1. Wohdgst. E. H., "Do Husbands or Wife's make the purchase decisions" Journal of Marketing,
October, 1958pp. 151-158
2. Webster, Fredrick. F, marketing for manager, 1947p
24
ST.
The most urgent motive is outer upon first. Motives representing wants and desire, lower in
hierarchy, remain unsatisfied at least temporarily"
3."Money, Vanity, Acquisitiveness, Rivalry, Comfort, Adornment cleanliness, Companionship,
Collecting, Amusement, Sensual gratification, Construction. Aggrandizement, Mental culture,
Affection, Social achievements, Ambitions, Inhavitiveness, Reverence, Romance, Aesthetic
tastes, Sex, Limitations, Curiosity, Patriotism and so on"
4. "The behaviour that consumers display in search for, purchasing, using and evaluating
products, services and ideas which they expect will satisfy their needs"
5. "Many students have concentration on finding on common factors that more or lessdetermines
the buying pattern of consumers"
6. Maslow. A. H., Motivation and Personality, 1954pp. 80-85
7. Carter. W. G., Sales counter crafi.p111
8. Sciffman. Leon. G &Lesline Lazar Khuk, Consumer behaviour pre.Hall, p.4,1978
9. Williams, Trrel.G, Consumer behaviour funds and strategies west pub. Comp.14,82. Various
models have been built but basically consumer behaviour can be explained by two approaches,
one approach proposer by behaviour that viewbehavior as a response to a given stimulus. Their
basic concern to know how organism responds in a particular way. At the other end of spectrum
is the, "cognitive approach" which assumes the buyer to be highly intelligent rational and utility
oriented. This explains the "why" and "how" of the purchasing process, the theories of buyer
behaviour have been classified into two broad categories:
1.Rational of substantive
2.Emotional or non-substantive
A buyer is emotional created i.e., the buyer buys on impulse he does not have enough
information about the product and does not make any efforts towards economic evaluation of the
25
ST.
products usefulness. Some of the basic foundations of impulsive buying behaviour".

10. Philip Kotler, Marketing Management: Analysis planning and control, prentice hall, pp.2581, 1976.
11. Oxen feldt, Alfred.R, Executives action in marketing Wordsworth pub p.75,1966.
" A non-rational buyer does not plan his buying it is equally logical to assume that this buying
the product and specially a specific brand is random or probabilistic. This means that the buyer is
not looking for a particular brand but pick up the brand that is either appealing or available. This
is probabilistic switching behaviour"
CHAPTER V
RESEARCH
METHODOLOGY
26
ST.
RESEARCH
DEACRIPTIVE
METHODOLOGY
RESEARCH
DESIGN is used in this project. In this research
the researcher wants to find out certain group characteristics of the respondents.
Meaning of Research:
Research in common refers to a search for knowledge, in other words one can also define
research as a scientific and systematic search for pertinent information on a specific topic. In
fact, research is an art of science investigation
Research is composed of two syllables a prefix re and a verb search. Re means again, anew, over
again and search means to examine closely and carefully, to test and try, to probe.
Definitions
The two words form a noun to describe a careful and systematic study in same field of
knowledge, undertaken to establish facts of principles
27
ST.
By: Grinnell in 1977

It can also be known as systematic way of asking questions
By: Drew in 1980
The scientific examination of empirical concerning the social and psychological forces
operating in a situation
By: Montle et al in 1994
MEANING
OF
MARKETING
RESEARCH
Marketing Research is the systematic gathering, recording objective search and analyzing of
valid and reliable informationrelating to the marketing of goods and services. Several factors
have contributed to the growth of marketing research: (a) to know the potential area for
manufacturer where the goods could be marketed (b) To understand buyer behavior
According to American Marketing Association, Marketing Research is the function that links
the consumer, customer and public to the marketer through information-information used to
identify and define marketing opportunities and problems, generate, refine and evaluate
marketing actions; monitor marketing performance; and improve understanding of marketing as
a process.
Marketing Research is systematic problem analysis, model building and fact finding for the
purpose of important decision making and control in the marketing of goods and services.
Marketing Research is a well-planned, systematic process which implies that it needs planning at
all the stages. It uses scientific method. It is an objective process as it attempts to provide
accurate authentic information. Marketing Research is sometimes defined as the application of
scientific method in the solution of marketing problems
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ST.
OBJECTIVES OF THE STUDY
To study about the performance of the vehicle
To identify the consumer preference regarding after sales service and spare parts availability
To bring out the suggestions from the customer about the vehicle
To know the awareness about TVS vehicles among the vehicle users
To study the important criteria the consumer looks for the product
29
ST.
STATEMENT OF THE PROBLEM

In selling consumer durable products, the Dealer play a very important role. The major function
of the Dealer is to advertise sales and service about the requirement of consumer needs.
Everyone commonly uses TVS MOTOR VEHICLES. This is called Replacement Market
Research
Design
A good research design has the characteristics, viz., problem definition, specific methods of data
collection and analysis, time required for research project, an d estimate of expenses to be
incurred. The function of a research design is to ensure that the required data is collected and
accurately and economically. A research design is purely and simply the frame work or plan for a
study that guides the collection and analysis of data. It is a blueprint that is followed in
completing a study. It resembles the architects blueprint (map) for constructing a house. It may
be worthwhile to mention here that a research design is nothing more than the frame work for the
study ensures that: (i) the study will be relevant to the problem, and (ii) The study will employ
economical procedures .Research Design specifies the methods and procedures for conducting a
particular research. Research design can be grouped into three categories:
(1) EXPLORATERY RESEARCH DESIGN
30
ST.
All marketing research projects must start with exploratory design. Exploratory research design
is discovery of ideas and relationship among variables. This is a preliminary phase and is
absolutely essential in order to obtain a proper definition at problem at hand. The major emphasis
is on the discovery of ideas and insight. For example, a soft drinks firm might conduct an
exploratory study to generate possible explanation. The exploratory study is particularly helpful
in breaking broad and vague problem into smaller, more precise sub-problem statement,
hopefully, in the form of specific hypothesis. There are three methods of exploratory study i.e.
(1) literature survey (2) experience survey (3) analysis of selective cases
(2) CAUSUAL OR EXPERIMENTAL RESEARCH:

Experimental research is also called experimentation or casual research. Experimentation is
defined as a process where events occur in a setting at the discretion of the experimenter, and
controls are used to identify the sources of variation in subjects response. This definition
indicates that the experimenter systematically manipulates some factor(s) to elicit a response
from the subjects. In other words, we can say that experimentation is a process of manipulating
one variable in a controlled environment while holding all other variables constant in order to
establish a causal relationship. All experimentation involve three basic components: (i) the
variable manipulated in an experiment are referred to as the independent variables or test units;
(ii) the actual alteration is called the treatment; and (iii) the actual variable chosen to measure the
subjects response are known as dependent variables
31
ST.
(3) DISCRIPTIVE RESEARCH DESIGN

Descriptive research design is also called explanatory design. This is the one that simply describe
something such as demographic characteristics of consumer who use the product. The descriptive
study is typically concerned with determining frequency with which something occurs or how
two variables vary together. This study is typically guided by an initial hypothesis. For e.g. an
investigation of the trends in consumption of soft drinks with respect to socio-economic
characteristics such as age, sex, educational level, geographic location, and so on would be
covered under a descriptive study. Two basic types of research design used in descriptive
research are: (i) case research design (ii) statistical research design.
Importance of descriptive study:
to describe the characteristics of certain groups, e.g., user of a product with different age,
sex, education etc.,
To estimate the proportion of people in a specified population who behave in a certain
way, e.g., shopping persons who buy from a particular shop.
32
ST.
To make specific prediction, e.g., sales of a companys product in each of the next five
years, and
To determine whether certain variables are associated, e.g., income and usage of a
product.
Methods
of data collection:
A questionnaire used as data collection pool the researcher interviews the research. Research in
the questionnaire filled information
Primary Data
The primary data has been collected by conducting direct interview using structured
questionnaire
Secondary Data
The secondary data are collected from books, journals, company records, internet
33
ST.
Method of data collection
used here is primary source
Sampling Design
The area covered under the study is DEHRADUN. All elements under consideration in any field
of enquiry constitute the population and this study constitutes customers of TVS in
DEHRADUN. The population for this study is infinite
Sampling
Techniques
There are two sample techniques. They are probability sampling, non-probability sampling. In
this study, the research had adopted convenient sampling
Sampling Size Sampling size taken from the study is 150 Respondents
SCOPE
OF THE STUDY
The scope of the study is that to find out the Customer Opinions towards TVS.
To identify the sources and features, which influence the purchase of TVS
to identify the customer's views regarding maintenance and spare parts availability
The study is intended at obtaining suggestions from customers about the product
34
ST.
To find out the impact of the people of the product in customer's mind with respect to
after sales service
NEED
FOR
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 monsoon, which has the making good progress across the country, portends better from the
rural market and the availability of cheap finance boost sales
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.
Today, the entry barriers for the new players are brands, distribution network, business
economics and network of component suppliers. Besides the high import content of new ventures
makes it imperative to quicken localizations to assert cost increases with completion hooting up
in all segments a lot depends on the product offering in terms of technological superiority, style
and pricing.
Due to large growth in the population, the public transport is not sufficient. So the manufacturer
of two wheelers has got a good market for their product. TVS is a four-stroke vehicle introduced
to cater, he need of the unique customers. TVS has its own segment of market over a period of
years it has served the purpose. The study helps the researcher to find
out whatever the
customers of TVS are satisfied with the vehicle
35
ST.
Analysis
and
interpretation
method
Analysis is done on the basis of sample percentage and statistical analysis.
The interpretation is done on the basis of the result of the questionnaire. The questions were
asked from the general public who uses two wheelers in their day to day activities. And from the
people who wish to buy two wheeler in future.
LIMITATIONS OF THE STUDY

The study is restricted to 150 Customers of TVS in Dehradun District due to time constraints
The study is confined only to Dehradun city. Hence it may not reflect the satisfaction of the
entire population of TVS Owners
The non- probability convenience method used as sampling technique has it built limitations
Findings of the study would be influenced only by personal experience of the Respondents
Introduction of new trends and changes technology of the vehicle over a period of item will
affect the preference of customers. Hence, it can't generalized for a long period
The study is limited and therefore the findings of the study cannot it be extended to other areas
36
ST.
The samples have been collected from the limited number of respondents
Time achieve is considered inadequate to conduct such survey
The result of the study may not be generalized to all
Some of the respondents were non co-operative.
CHAPTER VI
DATA ANALYSIS
AND
INTERPRETATION
37
ST.
TABLE 1
WHAT IS THE CLASSIFICATION OF RESPONDENTS ON THE BASIS OF AGE?
AGE
(IN YEARS)
NO. OF
RESPONDENTS
% OF
RESPONDENTS
UPTO 20
22
14
21-30
73
48
31-40
33
22
41-50
12
50 ABOVE
10
Sources: Primary Data

38
ST.
INTERPRETATION:
The above table 1 has showed that 48% are in the age group between 21 years to 30 years, 22%
are in the age group between 31 years to 40 years, 14% are in the age group 20 years and below,
mean while just 8% are in the age group between 41 to 50 years and remaining 8% are in the age
group above 50 years.
TABLE 2
WHAT IS THE CLASSIFICATION OF RESPONDENTS ON THE BASIS OF
EDUCATIONAL QUALIFICATION?
EDUCATION
QUALIFICATION
NO. OF
RESPONDENTS
% OF
RESPONDENTS
UPTO HSC
14
10
GRADUATION
66
44
POST GRADUATION
63
42
DIPLOMA HOLDER
OTHERS
39
ST.
INTERPRETATION:
From the analysis of the above table 2, 44% of the respondents are Graduate, followed by 42%
are Post Graduate, while 10% of respondents are Higher Secondary and below 3% of
respondents are Diploma Holders, the respondents with Other qualifications are upto the tune of
1%
TABLE 3
OCCUPATION?
OCCUPATION
NO. OF
RESPONDENTS
% OF
RESPONDENTS
OFFICIAL
44
29
EMPLOYED
43
28
BUSINESS
HOUSEHOLDE
RS
54
36
OTHERS
40
ST.
INTERPRETATION
From the above table 3, it is found that around 36% of the respondents belong to the Business
sector, whereas 29% are Official while 28% of respondents are employed, 5% of the respondents
are Household users and remaining 2% of the respondents are in the other from various
Occupations.
TABLE 4
WHAT IS THE CLASSIFICATION OF RESPONDENTS ON THE BASIS OF MONTHLY
FAMILY INCOME?
MONTHELY FAMILY
INCOME
NO. OF
RESPONDENTS
% OF
RESPONDENTS
BELOW RS. 5000
10
RS. 5000-10000
38
25
RS.10000-15000
43
25
RS.15000-20000
10
32
ABOVE RS.20000
11

41
ST.
INTERPRETATION
The respondents for the Monthly Family Income has clearly analyzed in the table 4, 32% of the
respondents belong to the income group of above Rs.15,000 to 20,000,while 25% of respondents
fall in the income group of Rs.5,000 to 10,000, while 25% of the respondents belong to
Rs.10,000 to 15,000,income group 11% of respondents belong to income group of
aboveRs.20,000. The rest of respondents 7% belong the category of income below Rs.5,000.
TABLE 5
SOURCES OF INFORMATION OBTAINED BY RESPONDENTS
SOURCE OF INFORMATION
FRIENDS
RELATIVES
DEALERS
ADVERTISEMENT
OTHERS
FRIENDS & RELATIVES, DEALERS &
ADVERTISEMENT
NO. OF
RESPONDENTS
47
19
20
61
1
% OF
RESPONDENTS
30
21
10
36
1

INTERPRETATION
42
ST.
There are various sources of information it has been classification in the table 5 that, 36% of
respondents have come to known about the vehicle through Advertisement, whereas 30% of
respondents have collected through Dealers, 10% of respondents have require through Relatives.
1% of respondents have made a decision through the combination of Friends, Relatives, Dealers
and Advertisement and 1% of the respondents were collected through Friends and
Advertisement.
TABLE 6
SOURCES OF PURCHASE INFLUENCER
PURCHASE
INFLUENCER
NO. OF
RESPONDENTS
% OF
RESPONDENTS
FAMILY MEMBER
64
39
FRIENDS
55
28
13
DEALERS
14
10
OTHERS
10
10
RELATIVES
43
ST.
INTERPRETATION
These classifications of Influencer have presented in the table 6, among the influencer 39% of
owners have influenced by Family members, 28% of owners have influenced Friends. 13% of
owners have influenced by Relatives, followed by Dealers who influenced 10% of owners. The
vehicle Owners of 10% have influenced by others.
TABLE - 7
VEHICLES ON THE BASIS OF MILEAGE
MILEAGE/LITRE(K
MS)
NO. OF
RESPONDENTS
% OF
RESPONDENTS
BELOW 35 Kms
31
20
35-40
60
40
40-45
48
32
45-50
ABOVE 50
44
ST.
INTERPRETATION
It is evident from the above table 7, that majorities of vehicle owners 40% have got around 40
kms as Mileage per litre and also 32% of owners have got around 40 kms per litre, while 32% of
respondents have got 45 to 50 kms per litre. A mere 2% of respondents have got 50kms and
above Mileage per litre.
TABLE 8
PERFORMANCE OF THE VEHICLE?
PERFORMANC
E
NO. OF
RESPONDENTS
% OF
RESPONDENTS
SATISFIED
73
48
MODERATE
69
46
DISSATISFIED
45
ST.
INTERPRETATION
According to the table 8, majority of owners 48% of respondents are Satisfied with the
performance of the vehicle. 46% of the respondents termed performance of the vehicle as
Moderate and 6% of respondents are Dissatisfied with the performance of the vehicle.
TABLE 9
WHAT IS THE CLASSIFICATION OF THE RESPONDENTS ON THE BASIS OF
AFTER SALES AND SERVICES?
AFTER SALES &

SERVICES
EXCELLENT
NO. OF
RESPONDENTS
% 0F
RESPONDENTS
8
103
68
AVERAGE
20
17
MODERATE
12
GOOD
46
ST.
POOR
INTERPRETATION
Analysis based on the opinion of respondents with regard to after sales are in the above table 9,
a majority of owners have responded 68% as Good. The after sales service has been viewed as an
Average by 17% of owners and 8% of owners have expressed after sales service as Moderate
one. However 5% of owners termed after sales service as Excellent. Meanwhile 2% of owners
has mentioned after sales service as Poor.
TABLE 10
WHAT IS THE CLASSIFICATION OF RESPONDENTS ON THE BASIS OF SPARE
PARTS AVAILABILITY?
SPARE PARTS
AVAILABILITY
NO. OF
RESPONDENTS
% OF
RESPONDENTS
EASILY AVAILABLE
49
33
AVAILABLE
97
64
NOT AVAILABLE
47
ST.
INTERPRETATION
From the above table 10, it was found that 64% of respondents have maintained that Spare
Parts are Available, 33% of the respondents have stated that Spare Parts are Easily Available and
3% of respondents have resounded that spare parts Not Available.
TABLE 11
WHAT IS THE CLASSIFICATION OF RESPONDENTS ON THE BASIS OF PRICE OF
SPARE PARTS?
PRICE OF SPARE
PARTS
NO. OF
RESPONDENTS
% OF
RESPONDENTS
HIGH
52
34
MODERATE
96
64
LOW
48
ST.
INTERPRETATION
From the above table 11, could find that 64% of respondents have regarded the Price of Spare
parts as Moderate, the price has been viewed as High by 34% of respondents,2% have termed the
drive as below.
TABLE 12
WHAT IS THE CLASSIFICATION OF RESPONDENTS ON THE BASIS OF PRICE OF
THE VEHICLE?
PRICE OF
VEHICLE
NO. OF
RESPONDENTS
% OF
RESPONDENTS
VERY HIGH
20
13
HIGH
81
54
MODERATE
44
30
49
ST.
LOW
VERY LOW
MODE OF
PURCHASE
NO. OF
RESPONDENTS
% OF
RESPONDENTS
LOAN
92
61
CASH
58
39
Sources:
Primary Data
INTERPRETATION
It is evident from the above table 12, majority of 54% of respondents have regarded the Price
of the vehicles High, the price of the vehicle viewed as Moderated by 30% of the respondents.
The respondents of 13% termed price as Very High and 3% of respondents viewed the price of
the vehicle is Low.
TABLE 13
WHAT IS THE CLASSIFICATION OF RESPONDENTS

ON THE BASIS OF MODE OF PURCHASE?
50
ST.
INTERPRETATION
From the above table 13, it is found that 84% of the respondents recommended the Vehicle to
Others and 16% of respondents would not recommended to others
CHAPTER- VII
51
ST.
FINDINGS
AND
CONCLUSSION
FINDINGS $ CONCLUSION
52
ST.
As per the users of TVS products, out of the peoplesurveyed maximumrespondents are
between the Age group 21-30. This means that the youth of today is more inclined
towards this brand.
According to the research conducted 44% of the respondents are having Qualifications up
to Graduate, 42% of the respondents are post graduate and only 3% are diploma holder
through this it can be said that most of the population is educated.
Throughout the research it has been seen that 36% of the respondents are occupied in
Business, 28% are employed, 29% are professionals, and there are 5% of people who are
householders. Through this we can say today more of the population is working and can
afford to buy two wheeler as well as four wheeler.
There are 32% of the respondents who have a Monthly income up to Rs.15,000-20,000,
25% of respondents were earning up to Rs.5000-15000, and 11% were earning above
Rs.20,000.
36% of the respondents have come to know about the vehicle through Advertisement,
30% of the respondents have come to know from their friends, and 21%from their family.
Through this the researcher can say that more of the people are influenced by TV
ads.39% of the respondents have influenced the purchasing decision by Family members.
53
ST.
As per the research conducted there are 40% of the respondents have got around 40kms
as Mileage per litre,
Through the survey conducted 48% of the respondents are satisfied with the Performance
of the vehicle, 46% of the respondents are partially satisfied and among all the
respondents there are only 6% respondents who are dissatisfied.
According to the research only 5% of the respondents who rate the after sale services as
excellent, 68% as Good, 17% as average, 8% as moderate and only 2% of respondents
who are not at all satisfied. Through this survey it can be said that the after sale services
are satisfactory in the city. ? 64% of the respondents have maintained that Spare parts are
Available.
As per the survey conducted 64% of the respondents have regarded the Price of Spare
parts as Moderate, 34% of customers have regarded as high and only 2% are of the
opinion that the price if the spare parts is low.
According to the survey conducted 54% of the respondents have regarded the Price of
Vehicle as High, 30% as moderate, 13% as very high, and only 3% of the respondents
have regarded the price of the vehicle as low.
54
ST.
As per the research conducted 61% of the respondents have resorted to Loan, and 39% of
the respondents have resorted to purchase the product by cash. So it can be said that more
of the customers buy the product through loans
CONCLUSION
This study was conducts in Dehradun with a broad objective of Customer Opinions of twowheelers in TVS Vehicle for this purpose. 150 customers were selected and obtained the various
responses based on the questionnaire method. The data was collected and consolidated using
55
ST.
Graphic and charts, tables were used for representation to achieve the objective of the study. By
and large it was found that most of the consumers are choose on TVS Vehicles because of its low
maintenance cost, good model and good long riding etc. It's maintained in awareness of the
vehicles and improving the satisfaction level and advertisement.
CHAPTER VIII
56
ST.
SUGGESTIONS
SUGGESTIONS
1. The company should maintain the awareness among TVS Vehicle users, through
advertisements, by conducting events and by publishing articles in the magazines and
newspapers
2. The company should have maintain the long riding and maintenance cost
57
ST.
3. In todays era people look more for the mileage and pic-up so the company should reduce the
cost and increase the mileage and pick-up of their products.
4. The company should provide alternative media message. Spare part should be made available
of reasonable price. So that even after buying the product the customers may not face difficulty
in purchasing the spare parts.
5. The youngsters want the product which is stylish, cheap and at the same time comfortable
also. So the company must provide more stylish and comfortable TVS Vehicle to satisfy the
customers.
6. The company shouldproduce the vehicle at international standard and average technology so
that the customers can get the latest product.
APPENDIX
1) What is your education qualification?

Higher secondary
Graduation
Post-graduation
Diploma holder
Other (specify)
58
ST.
2) What is your occupation?

Official
Employed
Business
Householder
Other (specify)
3) What is your family income

Below Rs. 5000
5000-10000
10000-15000
15000-20000
Above 20000
4) From where did you get the information about the TVS product?
Friends
Relatives
Dealers
Advertisement
5) Who influenced you to buy TVS two wheeler product?

Family members
Friends
Relatives
Dealers
59
ST.
6) How much mileage do you want in an perfect two wheeler?

Below 35 km/liter
35-40
40-45
45-50
Above 50
7) What are your comments on the performance of the vehicle?

Satisfied
Moderate
Dissatisfied
8) What are your views on the after sale services given by the company?
Excellent
Good
Average
Moderate
Poor
9) The spare parts of the vehicle are easily available or not?

Easily available
Available
60
ST.
Not available
10) Give your comments on the price of spare parts?

High
Moderate
Low
11) What is in your opinion, the price of the product is ?

Very high
High
Moderate
Low
Very low
12) how would you like to purchase the product?

By cash
By taking loan
61
ST.
BIBLIOGRAPHY
1. Dr. V. BALU(2001) : "Marketing Research of Consumer
Behaviour" 2nd Edition, Sri Venkateshwaran Publications
2. C. R .KOTHARI(2003) : "Research Methodology"
62
ST.
3. PHILIP KOTLER(2003) : "Marketing Management"

Millenium Edition
4. R.S.N.PILLAI&
BHAGAVATHY : "Modern Marketing"
2nd Edition, Sulthan Chand & Sons
5.D.D SHARMA (Marketing Research)
WEBSITE
www.google.com
www.tvsmotor.co.in
63
ST.
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ST.

BEDES COLLEGE SHIMLA

SUBMITTED IN THE PARTIAL FULFILLMENT

Submitted by: Sushmita Snatoo

PROF. JASPREET KAUR

ST. BEDES COLLEGE SHIMLA

BY: SUSHMITA SNATOO

PROJECT MENTOR AND GUIDE

MS. JASPREET KAUR

CHAPTER-2: PROFILE OF THE COMPANY

CHAPTER-3: INDUSTRY PROFILE

CHAPTER-4: REVIEW OF LITERATURE

CHAPTER-5: RESEARCH METHODOLOGY

CHAPTER-6: DATA ANALYSIS AND

CHAPTER-7: FINDINGS AND CONCLUSION

INTRODUCTION OF THE STUDY

Meaning of customer opinion

CUSTOMER OPINION PRODUCTS

PROFILE OF THE COMPANY

DIVISONS OF TVS GROUP

ACHIEVEMENTS OF TVS MOTOR COMPANY

PRESENT CONDITIONS OF THE COMPANY

TVS MOTOR COMPANY- MISSION

TVS MOTOR COMPANY- VISION

OTHER MAJOR COMPANIES

TVS Electronics Limited

TVS TWO WHEELER MODELS

MOTOR CYCLE SAFETY

(2) Obey all National and Local laws and regulations

LOADING AND ACCESSORIES

TERMS AND CONDITIONS

The warranty shall not apply

If any part of the vehicle is repaired by unauthorised persons or workshops etc.

If recommended engine oil is not used.

To rubber parts or plastic components or bulbs and other hardware items

Federation of Automobile Dealers Associations

products usefulness. Some of the basic foundations of impulsive buying behaviour".

DESIGN is used in this project. In this research

By: Grinnell in 1977

OBJECTIVES OF THE STUDY

To study about the performance of the vehicle

STATEMENT OF THE PROBLEM

(1) EXPLORATERY RESEARCH DESIGN

(2) CAUSUAL OR EXPERIMENTAL RESEARCH:

(3) DISCRIPTIVE RESEARCH DESIGN

Method of data collection

used here is primary source

LIMITATIONS OF THE STUDY

Sources: Primary Data

Sources: Primary Data

Sources: Primary Data

BELOW RS. 5000

Sources: Primary Data

Sources: Primary Data

Sources: Primary Data

Sources: Primary Data

AFTER SALES &

Sources: Primary Data

Sources: Primary Data

Sources: Primary Data

WHAT IS THE CLASSIFICATION OF RESPONDENTS

Sources: Primary Data

1) What is your education qualification?