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RESEARCH PROJECT REPORT

ON
SALES PROMOTION TATA MOTORS
For The Partial Fulfillment of
Master of Business Aministration
At
!"#!$!"#%
S&BMITTE' TO ($ S&BMITTE' B)($
Mr* S*M* Hussain Praee+ )aa,
MBA I- Semester
Lakshmi Narain Academy Of Management
(LNAM), Gwalior
1
DECLARATION
This is to declare that the Research Project Report has been accomplished by me
and being submitted in partial fulfillment of requirement for the award of the
degree of master of business administration from lakshmi narain academy of
management lnam Gwalior.
'ate( Praee+ )aa,
Pla.e( MBA I- Semester
2
ACKNOWLEDGEMENT
t is great pleasure for me to put on record my appreciation and gratitude towards
!"#$%& '"R"' "(")*&+ ,- &"'"G*&*'T !'"& G."!,R. &y
special thanks to my respected director Mr* S*M* Hussain for her /aluable
support and suggestions for the e0ecution of Research Project Report. thank her
for the right direction and pro/iding inputs for the completion of my summer
training project.
'ate( Praee+ )aa,
Pla.e( MBA I- Semester
1
(,'T*'T$
ntroduction
'eed for the $tudy
!iterature $ur/ey
Research &ethodology
"nalysis of the $tudy
-indings and suggestions
2ibliography
"ppendi0
3
'TR,)4(T,'
Sales
$ales representati/es of the company are acti/e in collecting orders from dealers. The
orders will be taken for a week5 fortnight or monthly and e/en sometime quarterly.
The orders depend on the sales of the dealer. n case of dealer needs immediately
requirement of any good he can call him up and mail to the representation and the dealer may get
the goods as early as possible.
PRO'&CT MI/(
The "sian *arth mo/ers dealing with 6(2 products such as *0ca/ator5 2ackhoe !oaders5
wheel loader /ibratory roller and (ranes5 !iftal etc.
PRICE MI/(
The dealers do not take acti/e part in pricing the product as the company itself does the
pricing. The company fi0es the ma0imum retail price 7&RP8 so the dealer need not add any local
price list by the company.
PROMOTION MI/(
"sian *arth &o/ers do not take any promotional acti/ity because the makes this task
easier with /arious promotional strategies like ad/ertisement in newspaper5 maga9ines5 tele/ision
and internet.
'ISTRIB&TION MI/(
The distribution aspect of the company is /ery simple the dealer needs to place an order
with the representati/es and get the deli/ery of the goods.
The "$"' *"RT% &,:*R$ also ha/e sub dealers who purchase the product in bulk it
enables that can distribution the product easily.
SALES(
;
The dealers sell the goods on cash basis facility are gi/en. "s cash and carry system is
followed there are no bad debts for the firm and the dealer need not spend or make e0penses on
collection of depts.
ACCO&NTIN0 S)STEM(
"ccounting system is maintained as per rules and regulations5 laid down by the go/t. still
they ha/e maintaining separate 2ranch "<c. They are not mi0ing their "<c with %ead office at
2ellary.
STOC1 MAINTENANCE(
"s it are perishable goods5 so there is no maintenance of stock. They will get the. -resh
stock whene/er they need place an order and get the 6(2=s and some are deli/ered to sub >
dealer.
COMPETITORS(
The main competitors to the firm are Tata %itachi5 (aterpillar5 !?T5
Tere0/ectra.
2*% SER-ICE PRO-I'E' B) THE 'EALER
-ree check>up of 6(2=s up to the warranty period
They gi/e standby facilities of 6(2=s to their customer also
They arrange for a free ser/ice check>up camp in their campus for their customers.
f any 6(2=s has manufacturing defects the dealer will mmediate replace within a less
time.
2*2 PROBLEMS FACE' B) THE 'EALER(
The company takes much time for replacement of any defect 6(2=s.
'o promotional acti/ity>is permitted by the company to the dealer.
'ot gi/en a credit facilities which they were get first.
@
The margin is also low where compare to required margin.
)istrict has rich natural resources like lime stone5 manganese etc.5 district has traditional
artisans engaged in wool wea/ing5 silk wea/ing and handicraft. (hallakere taluk of the district is
popularly known as oil centre of #arnataka5 since rood many number of oil mills5 sol/ent
e0traction plants are located. The district has good number of training centers and network of
"P&(s for items like5 ground nuts5 mai9e5 sunflower5 areca nut and oil seeds> )istrict has good
yield of coconut and us such number of coir industries are located district has other industries ke
cotton plant5 cotton ginning etc. )istrict has number of traditional silk wea/ing artisans and wool
wea/ers.
2*3 ECONOM) AN' INFRASTR&CT&RE
(hitradurga district has a geographical area of A5 AB5AB2 hectares. The area co/ered by
forest is A@5@3@ hectares The total culti/ated land is 35225;A3 hectares and non culti/atable land
including barren land of 2;53B1 hectares5 is A@5@3@ hectares 7C8 in the year 2BB1 DB2 out of the
total culti/ated land5 irrigated land is AB5;BB hectares.
-arming >>>>>>>>>>>>> C :ani:illas )arn partial tanks and tube wells are the sources of irrigation.
Tower5 Ragi5 (oconut.
"nd areca nut plantations are the main plantations $ugar cane5 oilseeds5 onion5 mulberry5
plants are important commercial crops %orticulture5 $ericulture5 and animal husbandry are other
acti/ities carried out in addition to agriculture which is a main occupation. There are no of large
scale industries. &edium scale cottage and /illage industries are the important industries table
gi/es details about the agriculture industry infrastructure computed by high power committee for
redressed of regional imbalances appointed by the go/ernment of #arnataka under the
chairmanship of )r. ).&. 'anjundapa the economist.
2*4 S5OT $ ANAL)SIS OF THE 'ISTRICT
The $.,T analysis is an e0tremely useful tool for understanding and decision>making for all
sorts of situations in business and organi9ations. $.,T is an acronym for $trengths5
.eaknesses5 ,pportunities5 and Threats. nformation about the origins and in/entors of $.,T
A
analysis is below. The $.,T analysis headings pro/ide a good framework for re/iewing
strategy5 position and direction of a company or business proposition5 or any other idea
A6 STREN0TH
18 !ocation ad/antage of 'ational %ighway 'o 3 and 'ational %ighway 'o 11


E
F



1B
NEE' FOR THE ST&')
These days it is /ery clear that market is ha/ing drastic changes and all the companies are acting
according to it because to sur/i/e in the market and this should be achie/ed by studying about
the customer options and analy9ing their future requirements.
This study is definitely going to help to analy9e the customer and can take necessary steps for the
impro/ement of the ser/ices by the company.
2ecause customers are the real ad/ertisement for any product so the company should be in
position to meet the customer requirements and also should maintain the (4$T,&*R
RELATIONSHIP*
T"T" &,T,R$ is not only concerned with selling of their products they also concerned with
pro/iding ser/ice to the customers after selling. $o there is necessity for the company to find out
the satisfaction le/el of the customers5 at different le/els in the company. .hich help the
organi9ation to find out the ways in impro/ing the ser/ices being pro/ided to the customers5 To
increase the satisfaction le/el in them.
11
LITERAT&RE S&R-E)
Com+an7
Name
O8ner
Name
Aress Cont*no No* of
HC-
HC-
.om+an7
name
TATA AL
&ahalakshm
i grained
$anjay singh #anpur
T.P.'"G"R
2 2
2undelkhan
da grained
&r. tiwari #anpur
T.P.'"G"R
1 1
$ingh stone 4dai raj
singh
#anpur
T.P.'"G"R
1 2 1
$ur/anshi
grained
Gyan singh #anpur
T.P.'"G"R
1 B 1
&a mansha
stone mill
Ghappal
singh
#anpur
T.P.'"G"R
2 2
'ew jai
ambe stone
mill
#alyansingh #anpur
T.P.'"G"R
; ;
2hanu
grained
#andhilal
yada/
#anpur
T.P.'"G"R
; 2 1
12
'ew
peetambra
crusher mill
#ailash #anpur
T.P.'"G"R
2 2
#alka sone (hhote
bhaiya
#anpur
T.P.'"G"R
2 2
Garima
stone mill
&anoj singh #anpur
T.P.'"G"R
1 1
$hri siriya $umesh
bharadwaj
#anpur
T.P.'"G"R
1 1
Ganesh
shahu stone
$anjay #anpur
T.P.'"G"R
1 1
+ashoda
grained
#anpur
T.P.'"G"R
2 2
'ew samata 2anshidhar #anpur
T.P.'"G"R
1B 1B
$amata
grimed
(hhote raja #anpur
T.P.'"G"R
11 B11
:ishan
crusher
:ineet shahu #anpur
T.P.'"G"R
12 12
$hobha
p/t.ltd
Rajee/ singh #anpur
T.P.'"G"R
1 1
(.2 grained Rajee/ singh #anpur
T.P.'"G"R
E E
#abrai
grained
+ogendra #anpur
T.P.'"G"R
2 2
#umar
grained
#anpur
T.P.'"G"R
; ;
11
&allikarjun
gioresources
"mit joshi #anpur
T.P.'"G"R
2 2
2ajrajgbali
grained
G.& tripathi #anpur
T.P.'"G"R
2 2
".(
kanchchal
grained
&oti
kanchchhal
#anpur
T.P.'"G"R
1 1
'eha
grained
&oti
kanchchal
#anpur
T.P.'"G"R
1 1
$harda ma
grained
,mprakash #anpur
T.P.'"G"R
12 1B 2
ndia
grained
$hrikandhi
yada/
#anpur
T.P.'"G"R
1 1
Trimurti
grained
2hag/at
prashad
#anpur
T.P.'"G"R
3 3
#amal
gramodhyog
sansthan
$anjee/
kumar
#anpur
T.P.'"G"R
3 3
$hahu stone
mill
$anjay shahu #anpur
T.P.'"G"R
; ;
Ganesh
stone mill
$anjay shahu #anpur
T.P.'"G"R
A A
:arshi stone
mill
&o.
:asheem
#anpur
T.P.'"G"R
E E
'ew samrat
stone
crusher
$hahjad bhai #anpur
T.P.'"G"R
1 1
$hrisamrat Go/ind
sharan
#anpur
T.P.'"G"R
; ;
13
:idhya
grained
"jay dubey #anpur
T.P.'"G"R
@ @
Prasad
grained
#anpur
T.P.'"G"R
; ;
2harat
grained
#anpur
T.P.'"G"R
22 2B 2
Gangaji
stone mill
#anpur
T.P.'"G"R
1 1
&a shakti
stone mill
#anpur
T.P.'"G"R
2 2
Rai associate Rajnath ray #anpur
T.P.'"G"R
@ @
"darsh
grained
Raun agra/al #anpur
T.P.'"G"R
1 1
Pandey
grained
gopal pandey #anpur
T.P.'"G"R
2 2
&ahalaksmi #anpur
T.P.'"G"R
2 2
$hankar
stone mill
Prana/
tripathi
#anpur
T.P.'"G"R
3 2 2
"kash
grained
)e/endra
tiwari
#anpur
T.P.'"G"R
; ;
PitaPG)&r
grained
)e/endra
tiwari
#anpur
T.P.'"G"R
; ;
$undram
stone mill
#esha/
babau
#anpur
T.P.'"G"R
3 1 ;
1;
,m harihar
grainedG
)e/endra
dubey
#anpur
T.P.'"G"R
; ;
c./ granied #anpur
T.P.'"G"R
; ;
#rishna
grained
#ishor kumar #anpur
T.P.'"G"R
1 1
"rchana
grainied
"jeet singh #anpur
T.P.'"G"R
1 1
$mata
grained
&aoj singh #anpur
T.P.'"G"R
; ;
6ai shakti
mill
#alyan singh #anpur
T.P.'"G"R
3 3
6ai lakmi
stone mill
#alyan
singh
#anpur
T.P.'"G"R
1 1
6ai jagat
bandhu
krusher
2rijraj singh #anpur
T.P.'"G"R
; ;
$onu
grained
"mit singh #anpur
T.P.'"G"R
FE1FA;2
3AF
1 1
Ra/i grained :ineet shahu #anpur
T.P.'"G"R
FF1;1@A
B@1
; ;
&a sharda
associate
,m prakash #anpur
T.P.'"G"R
3 3
#/ industry $yam singh #anpur
T.P.'"G"R
2 2
1@
6ai ma kalka
grained
pachparha
raod kabrai
)inesh
(handra
agrawal
#anpur
T.P.'"G"R
3 3
Gopal
grained
mochipura
Gopal singh #anpur
T.P.'"G"R
2 2
6ai kalshaha
stone mill
#anpur
T.P.'"G"R
2 2
Radhesyam
sone mill
Go/indashara
n gupta
#anpur
T.P.'"G"R
; ;
$hri sai
stone
crusher
#esha/ babu #anpur
T.P.'"G"R
2 2
$hi/aji
grained
#anpur
T.P.'"G"R
2 2
"grawal
stone mill
"lok kumar #anpur
T.P.'"G"R
; ;
Guddu stone
mill banda
Guddu bhai #anpur
T.P.'"G"R
; ;
"dil stone
mill
adil #anpur
T.P.'"G"R
2 2
,m jagdish
crusher mill
"bhishek #anpur
T.P.'"G"R
2 2
1A
RESEARCH METHO'OLO0)
INTRO'&CTION (
The first and foremost step in the research process consists of problem identification. ,ne the
problem is definedH the ne0t is the research design becomes easier. The research design is the
basic framework5 which pro/ides guideline for the rest of the research process. The research
design specifies the methods of data collection and analysis.
Colle.tion of Primar7 'ata(
(ommunication and obser/ation are the two basic means used by me for collecting primary data.
(ommunication in/ol/es questioning the respondents to secure the desired information by using
data collection instrument called IJuestionnaire=. The questionnaire used in my study is
consisting of closed>end questions and one open ended question.
Close$en 9uestions(
-i0ed alternati/e questions are used in the questionnaire. This consists of
". )ichotomous JuestionsK The respondent is gi/en a choice between only two
alternati/es.
2. &ultiple>choice JuestionsK The respondents are gi/en a set of alternati/es to answer.
O+en$ene 9uestion(
The customers are asked to gi/e suggestions to impro/e the ser/ice in the form of open>
ended question at the end of the questionnaire.
1E
II* Colle.tion of Se.onar7 'ata(
nternal and e0ternal secondary data is collected for the purpose of study. nternal secondary data
is collected within the company. This data includes company records5 pre/ious research reports
and other rele/ant information.
*0ternal secondary data is generated from outside. This data includes publications5 go/ernment
records and nternet etc.
III* Sam+lin: Pro.eure(
Sam+le Si;e( 1BB
Sam+lin: Pro.eure( $imple random sampling approach has been adopted.
I-* Moe of .ommuni.ation(
There are three different methods of communications used by me.
1. Personal inter/iew
2. Telephone inter/iew
1. &ail inter/iew
"mong the three personal inter/iew is the most /ersatile and fle0ible mode of communication.
$o the personal inter/iew was more frequently for the study.
1F
ANAL)SIS OF THE ST&')
Statisti.al anal7sis(
)ata analysis and interpretation are necessary ingredients to make the primary data
obtained useful for tacking effecti/e strategic mo/es. The primary data5 which has been collected
by sur/ey using a structural questionnaire5 has been systematically organi9ed5 tabulated and
edited5 so as to properly analy9e and achie/e the objecti/es.
2B
#* 5hat mae 7ou to <u7 this ,ehi.le=
S* No* Features No* of Res+onents >
1. &odel 21 21
2. Price 11 11
1. Juality 21 21
3. 2rand 'ame 2F 2F
;. ,ther 2enefits 13 13
#"" #""
Inference :
2FC of the customer=s opted Tata /ehicle basing on the brand name5 21C basing on the model5
21C basing on the quality5 13C basing on other benefits and 11C basing on the price. The brand
name of the T"T" and quality of product should be taken care of while pro/iding ser/ice.
CHART ? #
21
23
13
21
29
14
0
5
10
15
20
25
30
35
Model Price Quality Brand
Name
Other
Benefits No. of Respondents
Reason for buying TATA Vehicle
Model
Price
!* Are 7ou satisfie a<out the e@+lanation a<out the <enefit A features A 8arrant7 of the
,ehi.le an the finan.ial s.hemes an the eli,er7 +ro.eure at the time of
+ur.hase=
S* No* Features No* of Res+onents >
1. )elighted 3 3
2. :ery satisfied 2A 2A
1. $atisfied 3; 3;
3. $omewhat dissatisfied 12 12
;. :ery dissatisfied > B
@. 'o response 12 12
#"" #""
Inference :
A@C of the customers are satisfied about the e0planation about the benefits5 features5 etc.5
at the time of purchase5 out of which 2AC are /ery satisfied5 also 12C are somewhat dissatisfied5
so the company had to made more effort to satisfy the dissatisfied customers.
B* Ho8 is the re.e+tion at the time of en9uir7 <7 the sales +ersonnel=
22
4
27
45
12
0
12
0
5
10
15
20
25
30
35
40
45
50
eli!hted "ery satisfied #atisfied #ome$hat
dissatisfied
"ery
dissatisfied
No res%onse
No. of Respondents
Satisfaction Level
eli!hted
"ery satisfied
#atisfied
#ome$hat dissatisfied
"ery dissatisfied
No res%onse
S* No* Features No* of Res+onents >
1. )elighted 12 12
2. :ery satisfied 1B 1B
1. $atisfied 32 32
3. $omewhat dissatisfied 3 3
;. :ery dissatisfied > B
@. 'o response 12 12
#"" #""
Inference :
32C of the customers are satisfied by the reception of the sales personnel at the time of enquiry5
1BC are /ery satisfied5 12C are delighted so the sale personnel are performing their task quite
efficiently. "lso there are 3C customers that are somewhat dissatisfied and 12C had not
responded to the abo/e question.
CHART ?B
%* Are 7ou satisfie 8ith the time taCen to o+en the Do< .ar E8orC orer6*
S* No* Features No* of Res+onents >
1. )elighted 21 21
21
12
30
42
4
0
12
0
5
10
15
20
25
30
35
40
45
eli!hted "ery satisfied #atisfied #ome$hat
dissatisfied
"ery
dissatisfied
No res%onse
No. of Respondents
Satisfaction Level
eli!hted
"ery satisfied
#atisfied
#ome$hat dissatisfied
"ery dissatisfied
No res%onse
2. :ery satisfied 33 33
1. $atisfied 2; 2;
3. $omewhat dissatisfied E E
;. :ery dissatisfied > B
#"" #""
Inference :
33C of the customers are /ery satisfied by the time taken to open the job card5 2;C are
satisfied5 21C are delighted and EC are somewhat dissatisfied.
2* Are 7ou satisfie 8ith the re.e+tion of the ser,i.e a,isor=
23
23
44
25
&
0
0
5
10
15
20
25
30
35
40
45
50
eli!hted "ery satisfied #atisf ied #ome$hat
dissatisfied
"ery dissatisfied
No. of Respondents
Satisfaction Level
eli!hted
"ery satisfied
#atisfied
#ome$hat dissatisfied
"ery dissatisfied
S* No* Features No* of Res+onents >
1. )elighted 11 11
2. :ery satisfied ;B ;B
1. $atisfied 1B 1B
3. $omewhat dissatisfied F F
;. :ery dissatisfied > B
#"" #""
Inference :
"s we see that @1C of the customers are more than just satisfied by the reception of the ser/ice
ad/isors5 thus the ser/ice ad/isors are performing their duties with perfection5 there are only FC
customers that are somewhat dissatisfied from ser/ice ad/isors.
3* Are 7ou satisfie 8ith the fa.ilities of the ser,i.e station liCe .ustomer 8aitin: room
et.*F
S* No* Features No* of Res+onents >
1. )elighted 11 11
2;
11
50
30
9
0
0
10
20
30
40
50
'0
eli!hted "ery satisfied #atisf ied #ome$hat
dissatisfied
"ery dissatisfied
No. of Respondents
Satisfaction Level
eli!hted
"ery satisfied
#atisfied
#ome$hat dissatisfied
"ery dissatisfied
2. :ery satisfied 1B 1B
1. $atisfied ;1 ;1
3. $omewhat dissatisfied 3 3
;. :ery dissatisfied 2 2
#"" #""
Inference :
;1C of the customers are satisfied by the facilities of the ser/ice station5 1BC are /ery satisfied5
the /aluable suggestions can be taken from the unsatisfied customers to impro/e the facilities.
4* Are the ser,i.es <ein: attene .orre.tl7 to the rele,ant .om+laint=
S* No* Features No* of Res+onents >
1. +es E; E;
2. 'o 1; 1;
#"" #""
2@
&
30
51
11
0
0
10
20
30
40
50
'0
eli!hted "ery satisfied #atisf ied #ome$hat
dissatisfied
"ery dissatisfied
No. of Respondents
Satisfaction Level
eli!hted
"ery satisfied
#atisfied
#ome$hat dissatisfied
"ery dissatisfied
Inference:
E;C of the customer=s say that the ser/ice is being attended correctly to rele/ant
complaint. .here as 1;C feel that the ser/ice is not attended correctly to rele/ant complaint.
G* Are 7ou satisfie 8ith the solutions to all the +ro<lems re+orte <7 7ou=
S* No* Features No* of Res+onents >
1. )elighted @ @
2. :ery satisfied 3B 3B
1. $atisfied 13 13
3. $omewhat dissatisfied 1@ 1@
;. :ery dissatisfied 3 3
#"" #""
2A
&5(
15(
)es
No
Inference :
3BC of the customers are /ery satisfied with the solutions to all the problems reported by
them5 13C are satisfied5 1@C are somewhat dissatisfied5 @C are delighted and 3C are /ery
dissatisfied. Thus 2BC of the customers are not totally satisfied with the solution for their
problem thus the ser/ice ad/isor has to pro/ide most satisfactory solution.
H* Are 7ou satisfie 8ith the eli,er7 mae i*e*F is the eli,er7 mae in time as +er the
.onitions esire <7 7ou from ser,i.e station*
S* No* Features No* of Res+onents >
1. )elighted 1B 1B
2. :ery satisfied 11 11
1. $atisfied 13 13
3. $omewhat dissatisfied 1F 1F
;. :ery dissatisfied 3 3
#"" #""
Inference :
2E
'
40
34
1'
4
0
5
10
15
20
25
30
35
40
45
eli!hted "ery satisfied #atisf ied #ome$hat
dissatisfied
"ery dissatisfied
No. of Respondents
Satisfaction Level
eli!hted
"ery satisfied
#atisfied
#ome$hat dissatisfied
"ery dissatisfied
13C of the customers are satisfied with the deli/ery made from the ser/ice station5 11C
are /ery satisfied5 1FC are somewhat dissatisfied5 1BC are delighted and FC are /ery
dissatisfied.
#"* Are 7ou satisfie 8ith the e@+lanation of Do< one an <ill at the time of eli,er7*
S* No* Features No* of Res+onents >
1. )elighted 1B 1B
2. :ery satisfied 31 31
1. $atisfied 1A 1A
3. $omewhat dissatisfied 12 12
;. :ery dissatisfied > B
#"" #""
Inference :
31C of the customers are /ery satisfied with the e0planation of job done and bill at the
time of deli/ery5 1AC are satisfied5 12C are somewhat dissatisfied and 1BC are delighted.
2F
10
33
34
19
4
0
5
10
15
20
25
30
35
40
eli!hted "ery satisfied #atisf ied #ome$hat
dissatisfied
"ery dissatisfied
No. of Respondents
Satisfaction Level
eli!hted
"ery satisfied
#atisfied
#ome$hat dissatisfied
"ery dissatisfied
FIN'IN0S
13C of the customer pre/iously not used any /ehicle5 2@C used some other /ehicle5 21C
used maruthi5 FC used mahindra and EC used Toyota.
2FC of the customer opted Tata /ehicel basing on the brand name5 21C basing on the model5
21C basing on the quality5 13C basing on other benefits and 11C basing on the price.
3;C of the customers are satisfied about the e0planation about the benefits5 features5 etc.5 at
the time of purchase5 2AC are /ery satisfied5 12C /ery satisfied5 12C are somewhat
dissatisfied5 3C are delighted and 12C had not responded to the abo/e question.
1B
10
41
37
12
0
0
5
10
15
20
25
30
35
40
45
eli!hted "ery satisfied #atisf ied #ome$hat
dissatisfied
"ery dissatisfied
No. of Respondents
Satisfaction Level
eli!hted
"ery satisfied
#atisfied
#ome$hat dissatisfied
"ery dissatisfied
32C of the customers are satisfied by the reception of the sales personnel at the time of
enquiry5 1BC are /ery satisfied5 12C are delighted5 3C are somewhat dissatisfied and 12C
had not responded to the abo/e question.
;BC of the customers are /ery satisfied by the reception of the ser/ice ad/isor5 1BC are
satisfied5 11C are delighted and FC are somewhat dissatisfied.
33C of the customers are /ery satisfied by the time taken to open job card5 2;C are satisfied5
21C are delighted and EC are somewhat dissatisfied.
3@C of he customers are satisfied by the attitude of the ser/ice personnel5 2EC are /ery
satisfied5 13BC are somewhat dissatisfied5 11C are delighted and 1C /ery dissatisfied.
;1C of the customers are satisfied by the facilities of the ser/ice station5 1BC are /ery
satisfied5 11C are somewhat dissatisfied and EC are delighted.
A1C of the customers say that they are being informed if any e0tra job is required to their
/ehicle. .here as 2AC of the customers are not informed about the e0tra job required for
their /ehicle.
E;C of the customer=s say that the ser/ice is being attended correctly to rele/ant complaint.
.here as 1;C feel that the ser/ice is not attended correctly to rele/ant complaint.
3BC of the customers are /ery satisfied with the solutions to all the problems reported by
them5 13C are satisfied5 1@C are somewhat dissatisfied5 @C are delighted and 3C are /ery
dissatisfied.
;1C of the customers are /ery satisfied with the quality of washing5 2AC are satisfied5 12C
are delighted5 AC are somewhat dissatisfied and 1C is /ery dissatisfied.
S&00ESTIONS
Prompt deli/ery of the /ehicle should be made.
Top priority must be gi/en to ta0es and long distance /ehicles then local /ehicles.
-acilities like "<(. 'ews papers5 )rinking water and weeklies must be pro/ided and they
must be up to the standards in customer waiting room.
&G 2rothers must ad/ertise it self about its ser/ice station by ha/ing boarding mainly at
sales point and at customer waiting room.
11
" separate phone must be made a/ailable to deal with customers to inform them whether the
ser/ice station is ready to accept their :ehicles for ser/ice
The organi9ation must appoint persons to deal with the customers in phone and to e0plain the
customers about the job done at the time of deli/ery.
$helter must be their while going through job card.
The organi9ation must instruct the workers not only to considers the job card they must also
go through the /ehicle and if they find and things e0tra jobs to be done them they must
inform the owner and they must entire it in job card and then go through the work.
!abour charges should be decreased
$er/ice reminders should be sent regularly
2illing should be made faster.
Bi<lio:ra+h7
BOO1S REFERENCE
L (-" 6ournal of &arketing &anagement
L (-" 6ournal of 2rand &anagement
L (-"5 $trategic &arketing &anagement
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L (-"5 2usiness $trategy
INTERNET REFERENCE
L www.tata.com
L www.tatamotors.com
L httpK<<en.wikipedia.org<wiki<TataMmotors
L httpK<<en.wikipedia.org<wiki<TataMgroup
L httpK<<en.wikipedia.org<wiki<ndianMautomobileMindustry
L httpK<<www.carwale.com<research<cars<tata
L httpK<<www.tatamotors.com<ourMworld<pressMreleases.phpN
)O3;E?actionOPull
L httpK<<www.tatamotors.com<ourMworld<pressMreleases.phpN
)O;BB?actionOPull
L www.scribd.com
L www.thehindubusinessline.com
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