A STUDY ON

CUSTOMER SATISFACTION TOWARDS THE TATA MOTOR SERVICE (FOUR WHEELER)
With reference to
NELLORE.

M.G. BROTHERS (P) LTD.,
Submitted to

SRI VENKATESWARA UNIVERSITY, TIRUPATI
In partially fulfillment of the requirement for the award of Degree

MASTER OF BUSINESS ADMINISTRATION
Submitted By

C.MAHESH
(Reg: No: 320998048) Under the guidance of Mr. .PRATAP, M.B.A.

DEPARTMENT OF BUSINESS ADMINISTRATION

RAMARAJA INSTITUTE OF TECHNOLOGY&SCIENCE
(Affiliated to S.V. University) TIRUPATI– 517 501

2008 – 2010

DECLARATION

I here by declare that this dissertation of my project report entitled “CUSTOMER SATISFACTION TOWARDS THE TATA MOTOR SERVICE(FOUR WHEELER) IN M.G. BROTHERS (P) LTD., NELLORE. This project has been submitted in partial fulfillment of requirement for the award of degree of MASTER OF BUSINESS ADMINISTRATION of Sri Venkateswara University, Tirupati.

Place: Date:

CHILAKAPATI.MAHESH

ACKNOWLEDGEMENT

I express my sincere thanks to Mr. GANGADHAR, Managing Director of M.G. BROTHERS, NELLORE for giving me the opportunity to under take this project work in this organization. I wish to express my sincere thanks to Mrs. LAVANYA, H.O.D., M.B.A. for their encouragement. I wish to express my deep sense of gratitude to my internal guide Mrs. V.KALPANA, M.B.A. who has been source of inspiration to me. He has given me valuable guidance and support to complete this project. I am thankful to all the staff in M.G. BROTHERS, NELLORE., who rendered their co-operation to make this endeavor a great success.

CHILAKAPATI.MAHESH

C ONTENTS
CHAPTER NO I. TITLE PAGE NO

INTRODUCTION
 Industry Profile  Company Profile  Product Profile

II. III.

REVIEW OF LITERATURE RESEARCH METHODOLOGY
 Need for the Study  Objectives  Research Design  Sources of Data  Sample Design  Hypothesis  Limitations

IV. V.

DATA ANALYSIS & INTERPRETATION

FINDINGS, RECOMMENDATIONS AND CONCLUSION
 Findings  Recommendations

 Conclusion ANNEXURE Bibliography

LIST OF TABLE
Table No. Title Page No.

1. The Vehicle that you previously used 2. What made you to buy this vehicle. 3. 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 reception at the time of enquiry by the sales personnel 5. It is ease of obtaining appointment i.e., are you satisfied with the
reception of the service advisor.

6. Are you satisfied with the time taken to open the job card (work
order).

7. How is the attitude of the service personnel ? 8. Are you satisfied with the facilities of the service station like
customer waiting room etc.,

9. Have you been informed about any other extra jobs required for
your vehicle that you are unaware?

10. Are the services being attended correctly to the relevant complaint ? 11. Are you satisfied with the solutions to all the problems reported by
you? 12. Are you satisfied with the quality of washing ?

13. Are you satisfied with the delivery made i.e., is the delivery made in time as per the conditions desired by you from service station. 14. Are you satisfied with the explanation of job done and bill at the time of delivery 15. Is the general appearance of the workshop satisfactory ?

16. Do you feel the labour and spare part charge reasonable 17. Are your receiving our service reminders regularly ?
18. Have you been informed about the next service schedule ? 19. Are you satisfied with the overall performance of the workshop.

LIST OF GRAPHS
Table No. Title Page No.

1. The Vehicle that you previously used 2. What made you to buy this vehicle. 3. 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 reception at the time of enquiry by the sales personnel 5. It is ease of obtaining appointment i.e., are you satisfied with the
reception of the service advisor.

6. Are you satisfied with the time taken to open the job card (work
order).

7. How is the attitude of the service personnel ? 8. Are you satisfied with the facilities of the service station like
customer waiting room etc.,

9. Have you been informed about any other extra jobs required for
your vehicle that you are unaware?

10. Are the services being attended correctly to the relevant complaint ? 11. Are you satisfied with the solutions to all the problems reported by
you? 12. Are you satisfied with the quality of washing ?

13. Are you satisfied with the delivery made i.e., is the delivery made in time as per the conditions desired by you from service station. 14. Are you satisfied with the explanation of job done and bill at the time of delivery 15. Is the general appearance of the workshop satisfactory ?

16. Do you feel the labour and spare part charge reasonable 17. Are your receiving our service reminders regularly ?
18. Have you been informed about the next service schedule ? 19. Are you satisfied with the overall performance of the workshop.

INTRODUCTION
The concept of the word “wheel” is not of recent origin. Right form the days when man started his living, to this day where there is tremendous technological improvement, the importance of “wheel” is growing at a greater pace. A growing economy, expanding cities and an increasing work load demand time and resource management. Right from the executive to a collage going student, there is a need for a set of wheels, which grant him/her easy mobility not only, which is efficient and reliable but also affordable. A four-wheeler is and affordable solution that will grant good mobility. To satisfy the needs of the consume, a large number of companies have come up with a good number of vehicle. In this aspect it is rather essential for any buyer to know the finer parts, which give4s a good look, the performance, the driving, handling, reliability, and above all, the affordability of a particular vehicle, before he owns it. Most manufactures have understood this, and therefore developed different kinks of cars.

As there are different kinds of consumers existing in each market for every product, there is a need produce a wide range of products to satisfy all these customers.

This classification was made on the grounds of better mileage, oil consumption, pollution factors etc. As we all know, for any organization to survive, in this highly competitive world. It should take cadre of customers who are the backbone of it. To make its services available to everyone Tata moters also have so many dealers in various places. It is offering its valuable services to the people of Nellore district through one of its dealers M.G. Brothers. Hence we felt the need of knowing about “Customer satisfaction” on the products of Tata moters and the services of M.G. Brothers, in our study.

INDUSTRY PROFILE
The automobile as we know it was not invented in a single day by a single inventor. The history of the automobile reflects an evolution that took place worldwide. It is estimated that over 100,000 patents created the modern automobile. However, we can point to the many first that occurred along the way. Starting with the first theoretical plans for a motor vehicle that had been drawn up by both Leonardo da Vinci and Isaac Newton. In 1769, the very first self-propelled road vehicle was a military tractor invented by French engineer and mechanic, Nicolas joseph Cugnot (1725 – 1804). Cugnot used a steam engine to power his instructions at the paris Arsenal by mechanic Brezin. It was used by the French Army to haul artillery at a whopping speed of 2 ½ mph on only three wheels. The vehicle has to stop every ten to fifteen minutes to build up steam power. The steam engine and boiler were separate form the rest of the vehicle and placed in the front. The following year (1770), Cugnot built a steam-powered tricycle carried four passengers.

In 1771, Cugnot drove one of his road vehicles into a stone wall, making Cugnot the first person to get into a motor vehicle accident. This was the beginning of bad luck for the inventor. After one of Cugnot’s patrons died and the other was exiled, the money for Cugnot’s road vehicle experiments ended

Steam engines powered cars by brining fuel that heated water in a boiler, creating steam that expanded and pushed pistons that turned the crankshaft, which then turned the wheels. During the early history of selfpropelled vehicles-both road and railroad vehicles were being developed with steam engines. (Cugnot also designed two steam locomotives that they proved a poor design road vehicles; however, steam engines were very successfully used in locomotives. Historians, who accept that early steam-powered road vehicles were automobiles, feel that Nicolas Cugnot was the inventor of the first automobile. After Cugnot Several Other Inventors Designed Steam-Powered Road Vehicles
 Cugnot’s vehicle was imporved by Frenchman, Onesiphore Pecqueur, who

also invented the first differential gear, improved Cugnot’s vehicle.
 In 1789, the first U.S. patent for a steam-powered land vehicle was granted

to Oliver Evans.

 In 1801, Richard Trevithick built a road carriage powered by steam-the first

in Great Britain.
 In Britain, form 1820 to 1840, steam-powered stagecoaches were in regular

service. These were later banned from public roads and Britain’s railroad system developed as a result.
 Steam-driven road tractors (built by Charles Deitz) pulled passenger

carriages around Paris and Bordeaux up to 1850.
 In the United States, numerous steam coaches were built from 1860 to

1880. Inventors included. Harrison Dyer, Joseph Dixon, Rufus Porter, and William T.James.
 Amedee Bollee Sr. built advanced steam cars form 1873 to 1883. The

“La Mnacelle” built in 1878, had a front-mounted engine, shaft drive to he differential, chain drive to the rear wheels, steering wheel on a vertical shaft and driver’s seat behind the engine. The boiler was carried behind the passenger compartment.
 In1871, Dr.J.W. Carhart, professor of physics at Wisconsin State

University, and the J.I. Case Company built a working steam car that won a 200-mile race. Early Electric Cars Steam engines were not the only engines used in early automobiles. Vehicles with electrical engines were also invented. Between 1832 and 1839 (the exact year is uncertain), Robert Anderson of Scotland invented the first

electric motor. The vehicles were heavy, slow, expensive, and needed to stop for recharging frequently. Both steam and electric road vehicles were abandoned in favour of gas-powered vehicles. Electricity found greater success in tramways and streetcars, where a constant supply of electricity was possible. Learn more about the history of electrical vehicles form 1890 to he present. However, around 1900, electric land vehicles in America outsold all other type of cars. Then in the several years following 1900, sales of electric vehicles took a nosedive as new type of vehicle came to dominate the consumer market. The very first self-powered road vehicles were powered by steam engines and by that definition Nicolas Joseph Cugnot of France built the first automobile in 1769- recognized by the British Royal Automobile Club and the Automobile Club be France as being the first. So why do so many history books say that the automobile was invented by either Gottlieb Daimler or Karl Benz? It is because both Daimler and Benz invented highly successful nad practical gasoline-powered vehicles that ushered worked like the cars we use today. However , it is unfair to say that either man invented “the” automobile. 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. The different types of fuel commonly used for car combustion engines are gasoline (or petrol), diesel, and kerosene. A brief outline of the history of the internal combustion engine includes the following highlights.
 1680 - Dutch physicist, Christian Huygeness designed (but never built) an

internal combustion engine that was be fueled with gunpowder.
 1807 - Francois Isaac de Rivaz of Swizerland invented an internal

combustion engine that used a mixture of hydrogen and oxygen for fuel. Rivaz designed a car for his engine – the first internal combustion powered automobile. However, this was a very unsuccessful vehicle.
 1824 - English engineer, Sumuel Brown adapted an old Newcomen steam

engine to burn gas, and he used it to briefly power a vehicle up Shooter’s Hill in London.
 1858 - Belgian – born engineer, jean joseph Etienne Lenoir invented and

patented (1860) a double-acting, electric spark-ignition internal combustion engine fueled by coal gas. In 1863, 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. (See image at top)
 1862 - Alphonse Beau de Rochas, a French civil engineer, patentee but did

not build a foru-stroke engine (French patent #52, 593, January 16, 1862).

 1864 – Austrian engineer – Siegfried Marcus*, built a one-cylinder engine

with a crude carburetor, and attached his engine to a cart for a rocky 500foot drive. It was the world’s first gasoline-powered vehicle. Several year later, Marcus was able to design a vehicle that briefly ran at 10 mph that some historians consider was the forerunner of the modern automobile.
 1873 – George Brayton, an American engineer, developed an unsuccessful

two-stroke kerosene engine (it used two external pumping cylinders). However, it was considered that first safe and practical oil engine.
 1866 – German engineers, Eugen Langen and Nikolaus August Otto

improved on Lenoir’s and de Rochas’ designs and invented a more efficient gas engine.
 1876 – Nikolaus August Otto invented and later patented a successful four

stroke engine, known as the “Otto Cycle”.
 1876 – The first successful two-stroke engine was invented by Sir Dougald

Clerk.
 1883 – French engineer, Edouard Delamare – Debouteville, built a single-

cylinder four-stroke engine that ran on stove gas. It is not certain if he did indeed build a car, however, Delamare-Debouteville’s designs were very advances for the time – ahead of both Daimler and Benz in some ways at least on paper.
 1885 – Gottlieb Daimler invented what is often recognized as the prototype

of the modern gas engine – with a vertical cylinder, and with gasoline

injected through a carburetor (patented in 1887). Daimler first built a twowheeled vehicle the “Reitwagen” (Riding Carriage) with this engine and a year later built the world’s first four-wheeled motor vehicle.
 1886 – On January 29, Karl Benz received the first patent (DRP No. 37435)

for a gas-fueled car.
 1889 – Daimler built an improved four-stroke engine with mushroom-

shaped valves and two V-slant cylinders.
 1890 – Wilhelm Maybach built the first four – cylinder, four – stroke

engine. Engine design and car design were integral activities, almost all of the engine designers mentioned above also designed cars, and a few went on to become major manufactures of automobiles. All of these inventors and more made notable improvements in the design of the internal combustion vehicles. The Importance of Nicolaus Otto One of the most important landmarks in engine design comes from nicolaus August Otto who in 1876 invented an effective gas motor engine. Otto built the first practical four-stroke internal combustion engine called the “Otto Cycle Engine” and as soon as he had completed his engine, he built it into a motorcycle Otto’s contributions were very historically significant, it was his four-stroke engine that was universally adopted for all liquid-fueled automobiles going forward.

The Importance of Karl Benz In 1885, German mechanical engineer, Karl Benz designed and built the world’s first practical automobile to be powered by an internal-combustion engine. On January 29, 1886, Benz received the first patent (DRP No. 37435) for a gas-fueled car. It was a three-wheeler, Benz built his first four-wheeler car in 1891. Benz & Cie., the company started by the inventor, became the world’s largest manufacture of automobiles by 1900. Benz was the first inventor to integrate an internal combustion engine with a chassis – designing both together. The Importance of Gottlieb Daimler In 1885, Gottlieb Daimler (together with his design partner Wilhelm Maybach) took Otto’s internal combustion engine a step further and patented what is generally recognized as the prototype of the modern gas engine. Daimler’s connection to Otto was a direct one; Daimler worked as technical director of Deutz Gasmotorenfabrik, which Nikolaus Otto Co-owned in 1872. There is some controversy as to who built the first motorcycle Otto or Daimler. The 1885 Daimler-Maybach engine was small, lightweight, fast, used a gasoline-injected carburetor, and had a vertical cylinder. The size, speed, and efficiency of the engine allowed for a revolution in car design. On March 8, 1886, Daimler took a stagecoach and adapted it to hold his engine, thereby

designing the world’s first-wheeled automobile. Daimler is considered the first inventor to have invented a practical internal-combustion engine. In 1889, Daimler invented a V-slanted two cylinders, four-stroke engine with mushroom-shaped valves. Just like Otto’s 1876 engine, Daimler’s new engine set the basis for all car engines going forward. Also in 1889, Daimler and Maybach built their first automobile from the ground up; they did not adapt another purpose vehicle as they had always been done previously. The new Daimler automobile has a four-speed transmission and obtained speeds of 10 mph. Daimler founded the Daimler Motoren-Gesellschaft in 1890 to manufacture his designs. Eleven years later, Wilhelm Maybach designed the Mercedes automobile. If Siegfried Marcus built his second car in 1875 and it was as claimed, it would have been the first vehicle powered by a four-cycle engine and the first to use gasoline as a fuel, the first having a carburetor for a gasoline engine and the first having a magneto ignition. However, the only existing evidence indicates that the vehicle was built circa 1888/89 – too late to be first. By the early 1990s, gasoline cars started to outsell all other types of motor vehicles. The market was growing for economical automobiles and the need for industrial production was pressing.

The first car manufactures in the world were French : Panhard & Levassor (1889) and Peugeot (1891). By car manufacturer we mean builders of entire motor vehicles for sale and not just engine inventors who experimented with car design to test their engines – Daimler and Benz began as the latter before becoming full car manufacturers and made their early money by licensing their patents and selling their engines to car manufacturers. Rene Panhard and Emile Levassor Rene Panhard and Emile Levassor were partners in a woodworking machinery business, when they decided to become car manufactures. They built their first car in 1890 using a Daimler engine. Edouard Sarazin, who held the license rights to the Daimler patent for France, commissioned the team. (Licensing a patent means that you pay a fee and then you have the right to build and use someone’s invention for profit – in this case Sarazin had the right to build and sell Daimler engines in France). The partners not only manufactured cars, they made improvements to the automotive body design. Panhard-Levassor made vehicles with a pedal-operated clutch, a chain transmission leading to a change-speed gearbox, and a front radiator. Levassor was the first designer to move the engine to the front of the car and use a rearwheel drive layout. This design was known as the Systeme Panhard and quickly became the standard for all cars because it gave a better balance and

improved streering. Panhard and Levassor are also credited with the invention of the modern transmission – installed in their 1895 Panhard. Panhard and Levassor also shared the licensing rights to Daimler motors with Armand Peugot. A peugot car went on to win the first car race held in France, which gained Peugot publicity and boosted car sales. Ironically, the “Paris to Marseille” race of 1897 resulted in a fatal auto accident, Killing Emile Levassor. Early on, French manufactures did not standardize car models – each car was different from the other. The first standardized car was the 1894, Benz Velo. One hundred and thirty four identical Velos were manufactured in 1895. Charles and Frank Duryea America’s first gasoline-powered commercial car manufacturer were Charles and Frank Duryea. The brothers were bicyle makes who became interested in gasoline engines and automobiles and built their first motor vehicle in 1893, in Springfield, Massachusett. By 1896, the Duryea Motor Wagon Company had sold thirteen models of the Duryea, an expensive limousine, which remained in production into the 1920s. Rassome Eli Olds The first automobile to be mass-produced in the United States was the 1901, Curved Dash Oldsmobile, built by the American car manufacturer Ransome Eli Olds (1864-1950). Olds invented the basic concept of the

assembly line and started the Detroit area automobile industry. He first began making steam and gasoline engines with his father, Pliny Fisk Olds, in Lansing, Michigan in 1885. Olds designed his first steam-powered car in 1887. In 1899, with a growing experience of gasoline engines, Olds moved to Detroit to start the Olds Motor Works, and produce low-priced cards. He produced 425 “Curved Dash Old” in 1901, and was America’s leading auto manufacture from 1901 to 1904. Henry Ford American car manufacturer, Henry Ford (1863-1947) invented an improved assembly line and installed the first conveyor belt-based assembly line in this car factor in Ford’s Highland Park, Michigan plant, around 1913-14. The assembly line reduced production costs for cars by reducing assembly time. Ford’s famous Model T was assembled in ninety-three minutes. Ford made his first ca, called the “Quadricycle”, in June 1896. However, success came after he formed the Ford Motor Company in 1903. This was the third car manufacturing company formed to produce the cards he designed. He introduced the Model T in 1908 and it was a success. After installing the moving assembly lines in his factory in 1913. Ford became the world’s biggest car manufacturer. By 1927, 15 million Model Ts had been manufactured. Another victory won by Henry Ford was patent battle with George B. Selden. Selden, who had never built an automobile, held patent on a “road

engine”, on that basis Selden was paid royalties by all American car manufacturers. Ford overturned Selden’s patent and opened the American car market for the building of inexpensive cars. This flagged off the era of “wheel racing”, which lasted till 1964, after which jet and rocket-propelled vehicles were allowed. Then onwards, it has been one big journey…on the roads. From the singsong rhythm of the bullock cart to the jet-age, India has traveled a long way. Some of the events and milestones in the car industry in India.

 1928 – The first imported car on the Indian roads.  1942 – Hindustan Motors incorporated.  1944 – Premier Automobiles started.  1948 – First car manufactured in India.  1953 – The Govt. of India decreed that only those firms which have a
manufacturing program should be allowed to operate.

 1955 – Only 7 firms HM, API, SMPL, PAL, M & M, TELCO received
approval . The Liberalization in 1990 in India opened the doors for the entry of foreign products into the market. This made the market a consumer market with a lot of choices for the consumers. The future of the products depends on the consumer’s satisfaction. The products, which are able to attract the consumers, are having a bright future and the others are lost in the competition.

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. Different ways are to be implemented to increase the satisfaction level in the customers.

TATA COMPANY PROFILE
OUR WORLD

Tata motors is the flagship company of the Tata Group with an annual turnover of approximately US $ 2.35 billion for the year starting April 1st 2002 to March 31st 2003. More than 3 billion Tata Vehicles ply on Indian roads making Tata a dominant force in India automobile industry. Its product range covers passenger cars, multiutility vehicles, light, medium and heavy commercial vehicles for goods and passenger transport. 7 out of 10 medium heavy commercial vehicles bear the trusted Tata mark. Tata motors has the unique distinction of giving India its first and only indigenously built passenger car. The Tata indica and the premium feature sedan-The Tata indigo. The indica, launched in 1998, reached the 2,50,000 sales mark within 52 months of launch. The phenomenal success of these vehicles stand testimony of the company’s research and engineering expertise.
PROFILE :

TATA motors was Established in 1945, Tata motors entered into a collaboration with Paimler Benz of Germany in 1954 to manufacture commercial vehicles, the collaboration ended in 1969. Tata motors has since grown from strength to strength.

TATA motors is India’s premier and the only fully integrated automobile manufacture. It is among the world’s top 10 commercial vehicle producers. The company’s dynamism, ability to race a head against all odds and a compelling vision for the future has seen its annual turnover swell to over US $ 2.35 billion for the year starting April 1st 2002 to March 21st 2003. The company has spread its manufacturing facilities across India by setting up plants at Jamshedpur. Pune and Lucknow. This is coupled with a nation-wide customer support, sales and service network. The company enjoys a significant demand in export market like Europe, Australia, South East Asia, Middle East and Africa also. The company’s vehicles are seen in over 70 countries now. Customer sensitive approaches towards building products and state-ofthe art manufacturing facilities have given the company a huge lead over its competitors. Today 7 out of every 10 medium and heavy commercial vehicles on Indian roads bear the trusted Tata mark. Tata motors presence in the utility

vehicles and passenger cars market has been firmly established. In 1998, it launched India’s first fully indigenised car, indica, to the discerning consumer and has been phenomenally successful. Tata motors is consistently evolving in its offerings to the Indian automobiles market.

REAR VIEW

1945 :
 Tata Engineering and Locomotive Company Limited was established to

manufacture locomotives and other engineering products. 1948 :
 Stem road roller introduced in collaboration with Marshall sons (UK).

1954 :
 Collaboration with Daimler Benz AG, W.Germany, for manufacture of

medium commercial vehicles.
 The first vehicle rolled out with in 6 months of the contract.

1959 :
 Research and Development Center set up at Jemshedpur.

1961 :
 Exports began with the first truck being shipped to Ceylon, Now Srilanka.

1966 :

 Setting up of the engineering research center at pune to provide impacts to

automobile research and development. 1971 :
 Introduction of DI engines.

1977 :
 First commercial vehicle manufactured in Pune.

1983 :
 Manufacture of heavy commercial vehicle commences.

1985 :
 First hydraulics excavator produced with Hitachi collaboration.

1986 :
 Production of first light commercial vehicle, Tata 407, indigenously

designed followed by Tata 608. 1989 :
 Introduction of the Tata mobile 206 3rd LCV model.

1991 :
 Launch of the first indigenous passenger car of Tata Siera.  Tac 20 crore produced.  One million vehicles rolled out.

1992 :
 Launch of Tata estate.

1993 :
 Joint venture agreement signed with Cummins Engine Co. inc. Power and

emission friendly diesel engines. 1994 :
 Launch of Tata Sumo. The multi utility vehicle.  Launch of LPT –709, a full forward control, light commercial vehicle  Joint venture agreement signed with M/s. Daimler Benz / Mercedes Benz

for manufacture of Mercedes Benz passenger cars in India.
 Joint venture agreement signed with Tata Holset Ltd., U.K. for

manufacturing turbo chargers to be used on Cummins engines. 1995 :
 Mercedes Benz Car E 220 launched.

1996 :
 Tata Sumo Deluxe launched.

1997 :
 Tata Sierra Turbo launched 10000,000th Tata sumo rolled out.

1998 :
 Tata Safari – India’s first sports utility vehicle launched.  2 million vehicles rolled out.  Indica, India’s first fully indigenous passenger car launched.

1999 :
 115,000 bookings for Indica registered against full payment within a week.  Commercial production of Indica commences in full swing.

2000 :
 First consignment of 160 Indicas shipped to Malta.  Indica with Bharat stage 2 (Euro II) complaint diesel engine launched.  Utility vehicle with Bharat 2 (Euro II) complaint engine launched.  Launch of CNG buses.  Launch of 1109 vehicle intermediate commercial vehicle.

2001 :
 Indica V2 launched 2nd generation indica.  100,000th indica wheeled out.  Launch of LNG indica.  Launch of the Tata sfari Ex.  Indica V2 becomes Indian’s number one car in its segment.  Exits joint venture with Daimler Chrysler.

2002 :
 Unveiling of the Tata Sedan at Auto Expo 2002.  Petrol version of Indica V2 launched.  Launch of Ex series in commercial vehicles.

 Launch of the tat 207 DI.  2,00,000 Tata indicates rolled out.  5,00,000th passenger vehicle rolled out.  Launch of tat sumo ‘+’ series.  Launch of the tat indgo.  Tata Engineering signed a product agreement with M G Rover of the UK.

2003 :
 Launch of Tata Safari limited edition.  The Tata indigo station wagon unveiled at the Geneva motors show.  On 29th July J.R.D Tata’s birth anniversary, Tata Engineering’s becomes

Tata Motors Limited.

Tata Motors : MANUFACTURING Tata Motors owes its leading position in the Indian automobiles industry to strong focus on indigenisation. This focus driven the company to set worldclass manufacturing units with state-of-the-art technology. Every stage product evolution design, development, manufacturing assembly and qua control, is carried out meticulously. Its manufacturing plants are situated at Jamshedpur in the East, Pune in the West and Lucknow in the North.

Jamshedpur : This was the first unit of the company established in 1945 and is spread over area of 822 acres. It consists of 3 divisions – Truck, Engine, (including the G Box division) and Axle.

Pune The Pune unit is spread over 2 geographical regions Pimpri and Chinchwad has a combined area of around 510 acres. It was established in 1966 and houses a production Engineering Division. Lucknow : Lucknow plant is the latest in Tata Motors manufacturing facilities. Established in 1991 and covering an area of 600 acres, it was primarily started to assem Medium commercial Vehicles (MCVs) to meet. Tata Motors : ASSOCIATES Over the years, Tata Motors has made substantial investments in building companies that add value, facilitate and support is diverse range of business activities.
 Telco Construction Equipment Co. Ltd. (Telco)  Tata Technologies Ltd. (TTL) and Tata Technologies Ltd., USA (TTUS)

 HV Axles Ltd., (HVAL)  HV Transmissions Ltd., (HVTL)  TAL Manufacturing Solutions Ltd. (TAL)  Sheba Properties Ltd. (Sheba)  Telco Dadajee Dhackjee Ltd. (TDDL)  Minicar (Indica) Ltd > (Minicar)

ORGANIZATION PROFILE
Hailing from rural stock, Sri Somappa who had humble beginnings, by virtue of hard work integrity and dedication to social service rose to the prominent position as the national leader for handloom weavers and the leading industrialist of Rayalseema. He was conferred padmashri national award for the social service rendered by him in the very first list of honors by the Rashtrapathi in the year 1954. Somappa was the son of Machani Somanna a master weaver, who had give sons of whom Somappa was the fourth and eldest was Machani Gangappa in whose name the family concern of M.G. Brothers (Machani Gangappa Brothers) was started. Under Somappa’s guidance, his youngest brother M. Ramana developed family business like running of buses for passenger traffic, lorries for rural

service. Starting of full-fledged automobile workshops in Bellary, Kurnool and Nellore in the name of M.G. Brothers standing for Machani Gangappa Brothers, which workshops entitled the firm the acquisition of prestigious agency lines such as Tata Mercedes Benz (suppliers of chassis for lorries and buses), Massey Ferguson tractors and royal Enfield Motor bikes. The company had branches at Chittoor and Ongole in Andhra Pradesh. The company runs two fully equipped modern workshops. Thc company acts as a distributor to various companies. And also it act as service centers for Bajaj and Telco products. M.G. Brothers automobiles private limited has more than 150 employees in only Nellore District. And it has many branch offices at Chittoor, Ongole, and Tirupathi etc. It is one of the greatest asset to Nellore District. It has acquired goodwill in Nellore market. It is an authorized dealer to various companies like BAJAJ, TELCO, TAFE, BIRLA YAMAHA and GODREJ aqua feeds. It is also associated in real estate business due to its reputation in Nellore District.
LOCATIONAL FACTORS :

It is successfully running for more than 50 years in Nellore Town. Its head office is located at dargamitta. Before 50 years, it is at outside the town. for it, the location is very good. Because of more space and more facilities the

establisher selected that place. It is located on the main road. For easy moving of vehicles which came from the main companies. Due to the transport facilitate, the main branch is locate in dargamitta. At main branch, the go down facility is also very large. Large go down facilitates the storage of many vehicles like two-wheelers, tractors, fourwheelers etc., service centers also helps the customers to make their work easy. Provisions of service centers also attract the customers very much. So they tend to purchase their vehicles at M.G. Brothers automobiles private limited.
TATA MOTORS TATA ENGINEERING LOCOMOTIVE COMPANY. M.G. Brothers

automobiles have got a dealership authorized. It distributes passenger cars like Tata Indica, and heavy vehicles like lorries, trucks etc. and tractors. It is maintaining as separate division for this. A manager heads it. He looks after those dealings. TATA motors was established in 1945, Tata motors entered into a collaboration with Paimler Benz of Germany in 1954 to manufacture commercial vehicles, the collaboration ended in 1969. Tata motors has since grown from strength to strength. The company has spread its manufacturing facilities across India by setting up plants at Jamshedpur, Pune and Lucknow. This is coupled with a nation-wide customer support, sales and service network. The company enjoys

a significant demand in export markets like Europe, Australia, South East Asia, Middle East and Africa also. The company’s vehicles are seen in over 70 countries now. Customer sensitive approaches towards building products and state-theart manufacturing facilities have given the company a huge lead over its competitors. Today 7 out of every 10 medium and heavy commercial vehicles on Indian roads bear the trusted Tata mark. Tata motors presence in the utility vehicles and passenger cars market has been firmly established. In 1998, it launched India’s first fully indigenised. Car, indica, to the discerning consumer and has been phenomenally successful. Tata motors is consistently evolving in its offerings to the Indian automobiles market. TAFE : M.G. Brothers also had the dealership for Tafe. It distribute massive for user tractors. A separate manager also heads it and this division deal with Tafe Company Only.
BAJAJ :

M.G. Brothers had the authorized dealership for Bajaj automobiles. It distributes various models of Bajaj scooters and Bajaj Kawasaki bikes, passenger autos and goods carrying autos etc., it has also a separate division headed by a manager who looks after those dealings.
BIRLA YAMAHA :

It has the dealership of Birla Yamaha. It distributes generators of this company.
GODREJ AQUA FEED :

M..G. Brothers automobiles limited has also the dealership for aqua feed from Godrej Agro vet limited. It is located at Rammurthy Nagar, bypass road, Nellore. it is situated there because the fields of aqua farmers are located with a radius of 5 km to 10 km apart. So it is very easy for transportation of feed to the farmers. Hence the location is appropriate. It supplies feed for Nellore and Gudur regions.

CUSTOMER SATISFACTION
Whether the buyer is satisfied after purchase depends on the offer’s performance in relation to the buyer’s expectations. In general. Satisfaction is a person’s feeling of pleasure of disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his or her expectations. As this definition makes clear, satisfaction is a function of perceived performance and expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted.

Many companies are aiming for high satisfaction because customers who are just satisfied still find it easy to switch when a better comes along. Those who are highly satisfied are much less ready to switch. High satisfaction are delight creates and emotional bond with the brand, not necessary a rational preference. The result is high customer loyalty. From past buying experience, friend and associates advice and marketers and competitors information and promises buyers from their expectations. If marketers raise expectations too high, the buyer is likely to be disappointed. For example, Holiday inn ran a campaign a few years ago called “No Surprise” Yet hotel guests still encountered a host of problems, and Holiday Inn had to withdraw the campaign. However, if the company sets explications too low, it won’t attract enough buyers (although it will satisfy those who do buy). Some of today’s most successful companies are raising expectations and delivering performance to match. These companies are aiming for TCS-total customer satisfaction. The key to generating high customer loyalty is to deliver high customer value. According to Michael lanning in his Delivering Profitable Value, a company must develop a competitively superior value proposition and a superior value-delivery system. A company’s value proposition is much more

than its positioning on single attribute; it is statement about the resulting experience customer will have from the offering and their relationship with the supplier. The brand must represent a promise about the total resulting experience that customers can expect. Whether the promise is kept depends upon the company’s ability to manage its value-delivery system. The valuedelivery system includes all the communications and channel experiences the customer will have on the way to obtaining the offering.

Whether customers will actually receive the promised value proposition will depend upon the marketer’s ability to influence various core processes. In addition to tracking customer value expectation and satisfaction, companies need to monitor their competitor’s performance in these areas. For example, a company was pleased to find that 80 percent of it customers said they were satisfied. Then the CEO found out that its leading competitors attained a 90 percent customer satisfaction score. He was further dismayed when he learned that this competitors was aiming to reach a 95 percent satisfaction score. Tools for Tracking and measuring customer satisfaction Complaint and A customer-centered organization makes it easy for its suggestions systems customers to deliver suggestions and complaints. Many restaurants and hotels provide forms for guests to report likes and dislikes. Some customer-centered companies P&G,

General Electric, Whirlpool – establish hot lines with toolfree 800 telephone numbers. Companies are also adding web pages and email to facilitate two-way communication,. The information flows provide companies with many good ideas Customer Satisfaction surveys and enable them to act quickly to resolve problems. Studies show that although customer are dissatisfied with one out of every four purchases, less than 5 percent of dissatisfied customers will complain. Most customers will buy less or switch suppliers. Complaint levels are thu8s not a good measure of customer satisfaction. Responsive companies measure of customer satisfaction directly by conducting periodic surveys,. They send questionnaires or make telephone calls to a random sample of recent customers. The also solicit buyer’s views on their competitor’s performances. While collecting customer satisfaction data, it is also useful to ask additional questions to measure repurchased intention; this will normally be high if the customer’s satisfaction is high. It is also useful to measure the likelihood or willingness to recommend the company and brand to others. A high positive word-of-mouth score indicates that the company is Ghost shopping producing high customer satisfaction. Companies Can Hire Persons To Pose As Potential Buyers To Report On Strong And Weak Points Experienced In Buying The Companies And Competitors Products. These mystery shoppers can even these whether the company’s sales personnel handle various situations well. Thus, a mystery shopper can complain about a restaurant’s food to test how the restaurant handles this complaint. Not only should companies hire mystery shopper’s but managers themselves

should leave their offices from time to time, enter company and competitors sales situations where they are unknown, and experience first hand the treatment they receive as “customers”. A variant of this is for managers to phone their own company with questions and complaints to see how the calls are handled.

Lost customer Companies should contract customers who have stopped analysis buying or who have switched to another supplier to learn why this happened. When IBM loses a customer, it mounts a thorough effort to learn where it failed. Not only is it important to conduct exit interviews when customers first stop buying, it is also necessary to monitor the customer loss rate. If it is increasing this clearly indicates that the company is failing to satisfy customers. For customer-centered companies, customer’s satisfaction is both a goal and a marketing tool. Companies that achieve high customer satisfaction

ratings make sure that their target market know it. Although the customer-centered firm seeks to create high customer satisfaction, its main goal is not to maximize customer satisfaction. If the company increases customer satisfaction by lowering its services, the result may be lower profits. The company might be able to increase its profitability by means other than increased satisfaction (for example, by improving

manufacturing processes or investing more in R & D). Also, the company has many stakeholders, including employees, dealers, suppliers, and stockholders. Spending more to increase customer satisfaction might divert funds form increasing the satisfaction of other “Partners.” Ultimately, the company must operate on the philosophy that it is trying to deliver at a high level of customer satisfaction subject to delivering acceptable levels of satisfaction to the other stakeholders within the constraints of its total resources. When customers rate their satisfaction with an element of the company’s performance-say, delivery-the company needs to recognize that customers vary in how they define good delivery. It could mean early delivery, on-time delivery, order completeness, and so on. Yet if the company had to spell out every element in detail, customers would face a huge questionnaire. The company must also realize that two customers can report being “highly satisfied” for different reasons. One may be easily satisfied most of the time and the other might be hard to please but was pleased on this occasion. Companies should also note that managers and salespeople can manipulate customer satisfaction ratings. They can be especially nice to customers just before the survey. They can also try to exclude unhappy customers from the survey. Another danger is that if customers know the company will go out of its way to please customers, some may express high dissatisfaction (even if satisfied) in order to receive more concessions.

Some companies navigate all these pitfalls to reach their customer value and satisfaction goals. We call these companies high-performance business.

NEED FOR THE STUDY Now a 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. This study is definitely going to help to analyze the customer and can take necessary steps for the improvement of the services from both the dealer’s side and as well as form the company side. 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.

As MG Brothers Automobile Pvt. Ltd. is a distribution channel for different companies. It is very close and inter related with the customers. So, the motto of MG Brothers Pvt. Ltd. is customer satisfaction. MG Brothers Pvt. Ltd. is not only concerned with selling the products of TATA MOTORS it also provides service to the customers after selling. So there is necessity for the organization to find out the satisfaction level of the customers at different levels in the organization. Which help the organization to find out the ways in improving the services being provided to the customers. To increase the satisfaction level in them.

OBJECTIVES
The following are the objectives of the study: Primary objectives :  To find the satisfaction level of the customer regarding the service provided.  To find out any drawbacks in the service delivery. Secondary objectives :  To determine the performance of the staff  To mark suggestions for promotional measures to increase the customer satisfaction.

LIMITATIONS

The following are the limitations of the present study:  Surveyed area is limited to the customers who come for service at Nellore MG Brothers Automobile Pvt. Ltd. only.  Times factor is a limitation as the project duration is only for 2 months i.e., June and July. So, the time is a limitation to cover more respondents.  Sample size may not fully represent the whole population.

RESEARCH METHODOLOGY
INTRODUCTION :

The first and foremost step in the research process consists of problem identification. One the problem is defined, the next is the research design becomes easier. The research design is the basic framework, which provides guideline for the rest of the research process. The research design specifies the methods of data collection and analysis. The methodology of the study is classified into the following steps. I. II. III. I. Collection of primary data Collection of secondary data Sampling Procedure

Collection of Primary Data:

Communication and observation are the two basic means used for collecting primary data. Communication involves questioning the respondents to secure the desired information by using data collection instrument called ‘Questionnaire’. The questionnaire used in my study is consisting of closed-end questions and one open ended question. Closed-end questions: Fixed alternative questions are used in the questionnaire. This consists of, A. Dichotomous Questions: The respondent is given a choice between only two alternatives. B. Multiple-choice Questions: The respondents are given a set of alternatives to answer. Open-ended question: The customers are asked to give suggestions to improve the service of MG Brothers in the form of open-ended question at the end of the questionnaire. II. Collection of Secondary Data: Internal and external secondary data is collected for the purpose of study. Internal secondary data is collected within the company. This data includes company records, previous research reports and other relevant information.

External secondary data is generated from outside. This data includes publications, government records and Internet etc., III. Sampling Procedure: Sample Size: 100 Sample Element: Customer who visit MG Brothers Automobile Pvt. Ltd. Nellore.

Sampling Unit: The study is restricted to the customers who come for service of their Tata four wheelers at MG Brothers Automobile Pvt. Ltd. Nellore. Period of study: The study is conducted with in the period of two months i.e., May and June of 2008. Scope: The scope of the study is mainly emphasized on the perception level of the customers on “customer feed back”. The scope of the study involves the collection of the data form the customers at MG Brothers Automobile Pvt. Ltd. Nellore. Sampling Procedure:

Simple random sampling approach has been adopted. Research approach: The survey method is used, as it is the best for a descriptive research. Mode of communication: Three different methods of communications can be approached with questionnaires. 1. Personal interview 2. Telephone interview 3. Mail interview Among the three personal interview is the most versatile and flexible mode of communication. Further explanations and classifications can be made if desired. So the personal interview was conducted for the study. Statistical analysis: Data analysis and interpretation are necessary ingredients to make the primary data obtained useful for tacking effective strategic moves. The primary data, which has been collected by survey using a structural questionnaire, has been systematically organized, tabulated and edited, so as to properly analyze and achieve the objectives.

1.

The Vehicle that you previously used. TABLE – 1 S. No. 1. 2. 3. 4. 5. Features Maruthi Toyota Mahindra Not used any vehicle Some Other vehicle No. of Respondents 23 8 9 34 26 100 % 23 8 9 34 26 100

Inference :
34% of the customers previously not used any vehicle, 26% used some other vehicle, 23% used maruthi, 9% used mahindra and 8% used Toyota.

CHART - 1

40

No. of Respondents

35 30 25 20 15 10 5 0 Maruthi Toyota Mahindra 8 9 23

34 26 Maruthi Toyota Mahindra Not used any vehicle Some Other vehicle

Not used any vehicle

Some Other vehicle

Vehicle used before

2.

What made you to buy this vehicle. TABLE – 2 S. No. 1. 2. 3. 4. 5. Features Model Price Quality Brand Name Other Benefits No. 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, 23% basing on the model, 21% basing on the quality, 14% basing on other benefits and 13% basing on the price.

CHART – 2

35 No. 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

3.

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 – 3 S. No. 1. 2. 3. 4. 5. 6. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No response No. of Respondents 4 27 45 12 12 100 % 4 27 45 12 0 12 100

Inference :
45% of the customers are satisfied about the explanation about the benefits, features, etc., at the time of purchase, 27% are very satisfied, 12% are somewhat dissatisfied, 4% are delighted and 12% had not responded to the above question.

CHART – 3

50

No. 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

4.

How is the reception at the time of enquiry by the sales personnel ?

TABLE – 4 S. No. 1. 2. 3. 4. 5. 6. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No response No. 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, 30% are very satisfied, 12% are delighted, 4% are somewhat dissatisfied and 12% had not responded to the above question.

CHART – 4

45

42

Delighted Very satisfied Satisfied

No. 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

5.

It is ease of obtaining appointment i.e., are you satisfied with the reception of the service advisor.

TABLE – 5 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 11 50 30 9 100 % 11 50 30 9 0 100

Inference :
50% of the customers are very satisfied by the reception of the service advisor, 30% are satisfied, 11% are delighted and 9% are somewhat dissatisfied.

CHART – 5

60

No. 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.

Are you satisfied with the time taken to open the job card (work order).

TABLE – 6 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. 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, 25% are satisfied, 23% are delighted and 8% are somewhat dissatisfied.

CHART – 6

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

7.

How is the attitude of the service personnel ?

TABLE – 7 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 11 28 46 14 1 100 % 11 28 46 14 1 100

Inference :
46% of the customers are satisfied by the attitude of the service personnel, 28% are very satisfied, 14% are somewhat dissatisfied, 11% are delighted and 1% is very dissatisfied.

CHART – 7

50 45

46

No. of Respondents

40 35 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 1 11 14 28 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

Satisfaction Level

8.

Are you satisfied with the facilities of the service station like customer waiting room etc.,

TABLE – 8 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 8 30 51 11 100 % 8 30 51 11 0 100

Inference :
51% of the customers are satisfied by the facilities of the service station, 30% are very satisfied, 11% are somewhat dissatisfied and 8% are delighted.

CHART – 8

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

9.

Have you been informed about any other extra jobs required for your vehicle that you are unaware? TABLE – 9

S. No. 1. 2.

Features Yes No

No. of Respondents 73 27 100

% 73 27 100

Inference :
73% of the customers say that they are being informed if any extra job is required to their vehicle. Where as 27% of the customers are not informed about the extra job required for their vehicle. CHART – 9

27%

Yes No

73%

10.

Are the services being attended correctly to the relevant complaint ? TABLE – 10

S. No. 1. 2.

Features Yes No

No. of Respondents 85 15

% 85 15

100

100

Inference :
85% of the customer’s say that the service is being attended correctly to relevant complaint. Where as 15% feel that the service is not attended correctly to relevant complaint. CHART - 10

15%

Yes No

85%

11.

Are you satisfied with the solutions to all the problems reported by you ?

TABLE – 11 S. No. 1. Features Delighted No. of Respondents 6 % 6

2. 3. 4. 5.

Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

40 34 16 4 100

40 34 16 4 100

Inference :
40% of the customers are very satisfied with the solutions to all the problems reported by them, 34% are satisfied, 16% are somewhat dissatisfied, 6% are delighted and 4% are very dissatisfied.

CHART – 11

45 40

40 34 Delighted Very satisfied Satisfied 16 6 Somewhat dissatisfied Very dissatisfied 4

No. of Respondents

35 30 25 20 15 10 5 0 Delighted Very satisfied

Satisfied

Somewhat dissatisfied

Very dissatisfied

Satisfaction Level

12.

Are you satisfied with the quality of washing ?

TABLE – 12 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 12 53 27 7 1 100 % 12 53 27 7 1 100

Inference :
53% of the customers are very satisfied with the quality of washing, 27% are satisfied, 12% are delighted, 7% are somewhat dissatisfied and 1% is very dissatisfied.

CHART – 12

60

53

No. of Respondents

50 40 30 20 12 10 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 7 1 27 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

Satisfaction Level

13.

Are you satisfied with the delivery made i.e., is the delivery made in time as per the conditions desired by you from service station.

TABLE – 13 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. 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, 33% are very satisfied, 19% are somewhat dissatisfied, 10% are delighted and 9% are very dissatisfied.

CHART – 13

40

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

14.

Are you satisfied with the explanation of job done and bill at the time of delivery.

TABLE – 14 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. 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, 37% are satisfied, 12% are somewhat dissatisfied and 10% are delighted.

CHART – 14

45 40

41 37 Delighted Very satisfied Satisfied Somewhat dissatisfied 10 12 Very dissatisfied

No. of Respondents

35 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied

0 Very dissatisfied

Satisfaction Level

15.

Is the general appearance of the workshop satisfactory ?

TABLE – 15 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 8 40 46 4 2 100 % 8 40 46 4 2 100

Inference :
46% of the customers are satisfied with the general appearance of the workshop, 40% are very satisfied, 8% are delighted, 4% are somewhat dissatisfied and 2% are very dissatisfied.

CHART – 15

50 45

46 40 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 8 4 2 Very dissatisfied

No. of Respondents

40 35 30 25 20 15 10 5 0 Delighted

Very satisfied

Satisfied

Somewhat dissatisfied

Satisfaction Level

16.

Do you feel the labour and spare part charge reasonable.

TABLE – 16 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 3 7 42 42 6 100 % 3 7 42 42 6 100

Inference :
42% of the customers are satisfied by the labour and spare parts charge, 42% are somewhat dissatisfied, 7% are very satisfied, 6% are very dissatisfied and 3% are delighted.

CHART – 16

45 40

42

42

No. of Respondents

35 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 3 7 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 6

Satisfaction Level

17.

Are your receiving our service reminders regularly ?

TABLE – 17

S. No. 1. 2.

Features Yes No

No. of Respondents 56 44 100

% 56 44 100

Inference :
56% of the customers are receiving the service remainders regularly. Whereas 44% of the customers are not receiving the service remainders regularly. CHART - 17

44% 56%

Yes No

18.

Have you been informed about the next service schedule ? TABLE – 18

S. No. 1. 2.

Features Yes No

No. of Respondents 60 40 100

% 60 40 100

Inference :
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. CHART – 18

40% Yes No

60%

19.

Are you satisfied with the overall performance of the workshop.

TABLE – 19 S. No. 1. Features Delighted No. of Respondents 4 % 4

2. 3. 4. 5.

Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

42 46 7 1 100

42 46 7 1 100

Inference :
46% of the customers are satisfied with the overall performance of the workshop, 42% are very satisfied, 7% are somewhat dissatisfied, 4% are delighted and 1% is very dissatisfied.

CHART – 19

50 45 42

46

No. 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

FINDINGS

 34% of the customer previously not used any vehicle, 26% used some other vehicle, 23% used maruthi, 9% used mahindra and 8% used Toyota.  29% of the customer opted Tata vehicel basing on the brand name, 23% basing on the model, 21% basing on the quality, 14% basing on other benefits and 13% basing on the price.  45% of the customers are satisfied about the explanation about the benefits, features, etc., at the time of purchase, 27% are very satisfied, 12% very satisfied, 12% are somewhat dissatisfied, 4% are delighted and 12% had not responded to the above question.  42% of the customers are satisfied by the reception of the sales personnel at the time of enquiry, 30% are very satisfied, 12% are delighted, 4% are somewhat dissatisfied and 12% had not responded to the above question.  50% of the customers are very satisfied by the reception of the service advisor, 30% are satisfied, 11% are delighted and 9% are somewhat dissatisfied.  44% of the customers are very satisfied by the time taken to open job card, 25% are satisfied, 23% are delighted and 8% are somewhat dissatisfied.  46% of he customers are satisfied by the attitude of the service personnel, 28% are very satisfied, 140% are somewhat dissatisfied, 11% are delighted and 1% very dissatisfied.

 51% of the customers are satisfied by the facilities of the service station, 30% are very satisfied, 11% are somewhat dissatisfied and 8% are delighted.  73% of the customers say that they are being informed if any extra job is required to their vehicle. Where as 27% of the customers are not informed about the extra job required for their vehicle.  85% of the customer’s say that the service is being attended correctly to relevant complaint. Where as 15% feel that the service is not attended correctly to relevant complaint.  40% of the customers are very satisfied with the solutions to all the problems reported by them, 34% are satisfied, 16% are somewhat dissatisfied, 6% are delighted and 4% are very dissatisfied.  53% of the customers are very satisfied with the quality of washing, 27% are satisfied, 12% are delighted, 7% are somewhat dissatisfied and 1% is very dissatisfied.  34% of the customers are satisfied with the delivery made from the service station, 33% are very satisfied. 19% are somewhat dissatisfied, 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, 37% are satisfied, 12% are somewhat dissatisfied and 10% are delighted.

 46% of the customers are satisfied with the general appearance of the workshop, 40% are very satisfied, 8% are delighted, 4% are somewhat dissatisfied and 2% are very dissatisfied.  42% of the customers are satisfied by the labour and spare parts charge, 42% are somewhat dissatisfied, 7% are very satisfied, 6% are very dissatisfied and 3% are delighted.  56% of the customers are receiving the service remainders regularly, where as 44% of the customers are not receiving the service remainders regularly.  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.  46% of the customers are satisfied with the overall performance of the workshop 42% are very satisfied, 7% are somewhat dissatisfied, 4% are delighted and 1% is very dissatisfied.

SUGGESTIONS
 Prompt delivery of the vehicle should be made.  Top priority must be given to taxes and long distance vehicles then local vehicles.  Facilities like A/C. News papers, Drinking water and weeklies must be provided and they must be up to the standards in customer waiting room.  MG Brothers must advertise it self about its service station by having boarding mainly at sales point and at customer waiting room.  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.  Shelter must be their while going through job card.  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.  Labour charges should be decreased  Service reminders should be sent regularly  Billing should be made faster.

CONCLUSION
The overall performance of the services in the workshop is satisfactory to many of the customers. Nothing in the world can be perfect. 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. So the problems need to be identified and solved immediately. Some of the main things are as follows.  Prompt delivery should be made.  Charges are high and need to be decreased.  The efficiency of workers is to be increased.  Check list should be maintained so that any other extra jobs that the customers are unaware can be solved. If the problems identified are solved effectively, then the customer satisfaction level increases on the organization.

M.G. BROTHERS AUTOMOBILES Pvt. Ltd., - NELLORE CUSTOMER FEED BACK
Dear sir/Madam

I ,C.MAHESH doing my M.B.A in Ramaraja institute of technology & science, Tirupati. My project title is study on Customer satisfaction towords TATA MOTORS SERVICE with reference to M.G.BROTHERS PVT.LTD NELLORE. I would be greatly obligut if you can spare your most valuable time to answer the following questions, which my urge in bringing out this project .
Name of the customer

:
: : : : : :

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 c) Machindra

[

]

e) Some other vehicle

2.

What made you to buy this vehicle a) Model d) Brand name b) Price e) Other benefits

[ c) Quality

]

3.

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. a) Delighted b) Very satisfied c) Satisfied [ ]

d) Some what dissatisfied e) Very dissatisfied

4.

How is the reception at the time of enquiry by the sales personal [ a) Delighted d) Some what dissatisfied b) Very satisfied c) Satisfied

]

e) Very dissatisfied

5.

Is it ease of obtaining appointment i.e., are you satisfied with the reception of the service advisor. a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied [ c) Satisfied ]

6.

Are you satisfied with the time taken to open the job card (work order) [ ] a) Delighted b) Very satisfied c) Satisfied d) Some what dissatisfied e) Very dissatisfied [ c) Satisfied ]

7.

How is the attitude of the service personnel a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied

8.

Are you satisfied with the facilities of the service station like customer waiting room etc., a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied [ c) Satisfied ]

9.

Are the services being attended correctly to the relevant complaint [ ] a) Delighted b) No [ c) Satisfied ]

10.

Are you satisfied with the quality of washing a) Delighted b) Very satisfied

d) Some what dissatisfied e) Very dissatisfied 11. Are you satisfied with the delivery made i.e., Is the delivery made in times as per the conditions desired by you from service station.[ a) Delighted b) Very satisfied c) Satisfied ]

d) Some what dissatisfied e) Very dissatisfied 12. Are you satisfied with the explanation if job done and bill at the time of delivery a) Delighted b) Very satisfied [ c) satisfied ]

d) Some what dissatisfied e) Very dissatisfied 13. Do you feel labour and spare parts charge reasonable a) Delighted b) Very satisfied [ c) Satisfied ]

d) Some what dissatisfied e) Very dissatisfied 14. Are you receiving our service reminders regularly a) Yes b) No [ ]

15.

Are you satisfied with the overall performance of the workshop[ a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied c) Satisfied

]

Sir, I heartfully thank you for sparing your valuable time for me

CHILAKAPATI.MAHESH
Place Date : : Signature.

BIBLIOGRAPHY
Marketing research (third edition, published by Tata McGraw hill, new delhi). PROF. G.C.BERI Marketing Management (the Millennium edition & 8th Edition) PHILIP KOTLER

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