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Project Report ON: Punjab Technical University, Jalandhar
Project Report ON: Punjab Technical University, Jalandhar
ON
CUSTOMER PERCEPTION
REGARDING TATA MOTORS LTD. JALANDHAR
SUBMITTED TO
Miss Prabhjot
Varun Bawa
MBA
Student Declaration
I, Varun Bawa S/O Dr. Vijay Bawa student of
CT Institute of Mgt. & IT (Jalandhar) hereby
declare that project entitled CUSTOMER
PERCEPTION
REGARDING CARGO MOTORS PVT.LTD
submitted
towards
fulfillment
of
requirement of course of Master of Business
Administration of PTU is a confide piece of
summer training(19-06-2009 to 02-08-2009)
carried out by me & no part of this research
has been submitted earlier, either to
University or any other institutes.
V
arun Bawa
Certificate of Completion
This is to certified that project report on CUSTOMER
PERCEPTION REGARDING CARGO MOTORS PVT .LTD is
confide work carried out by Varun Bawa S/O Dr. Vijay Bawa
student of MBA(2nd sem), under our supervision. This
project is in partial fulfillment of requirement of course of
MBA of PTU.
According to our opinion, the he has put sincere efforts &
the work meets the required standard. He remained
sincere & dedicated throughout the project. He completed
his project with dedication & hard work. we wish him best
of luck for his future.
Acknowledgement
It is with gratitude I acknowledge my
heartiest & sincere feeling of indebtedness
to Miss prabhjot kaur my project guide for
valuable guidance & whole hearted support
in carrying out completion of my project
CUSTOMER PERCEPTION
REGARDING TATA MOTORS LTD
throughout my report, I have tried my level
best to be original & present my own
findings.
I would also like to owe special thanks to all
my friends for the efforts they have put in
for making this project a reality & giving its
present shape. Whole experience was an eye
opener for me.
I accept the sole responsibility for any
possible error of omission & commission.
PREFACE
The most motivating aspect associated
with pursuing a course in management or
business studies is dynamism associated
with it. Dynamism of adding new perspective
to
ones
personality
&
vision
by
accumulating wider knowledge developing
analytical & conceptual skills, not only by
traditional way of teaching & learning but by
observing the things at work.
The assignment one gets in the
form of projects, seminars, term papers
gives a considerable exposure to students &
provides them with an opportunity to see
the practical aspect of workings of corporate
world. This assignment of ours is yet
another opportunity for us to see the
application part of what we study or learn.
We would like to begin our research
project on a thanking note to our university
CUSTOMER PERCEPTION
REGARDING TATA MOTORS LTD
CONTENTS
S. NO. PARTICULARS
PAGE
NO.
1.
INTRODUCTION TO TOPIC
1-4
2.
5-32
3.
33-41
4.
OBJECTIVES
42-43
5.
RESEARCH METHODOLOGY
44-49
6.
DATA INTERPRETATION
50-59
7.
LIMITATIONS
60-61
8.
FINDINGS
62-63
9.
SUGGESTIONS
64-65
10.
CONCLUSIONS
66-67
11.
FUTURE ENHANCEMENTS
12.
BIBLIOGRAPHY
69-70
13.
ANNEXURE
71-74
68
CUSTOMER PERCEPTION
In todays globalising economy competition is getting more and more
fierce. That means it becomes more difficult for products and services
to differentiate themselves from other offerings than ever before. Not
only is the number of competitive offerings rising due to globalisation
of production, sourcing, logistics and access to information. Many
products and services face new competition from substitutes and from
completely new offerings or bundles from industry outsiders. Since
product differences are closed at an increasing speed and many
companies try to win the battle for customers by price reductions,
products and services tend to become commodities.
On the other hand, customer behaviour becomes more hybrid. On one
hand, customers are increasingly price sensitive searching for
bargains at marketplaces like ebay or buying their groceries at
discount markets. On the other hand they enjoy branded and luxury
goods. One and the same person may plan a weekend trip with a nofrills airline and a stay at a five-star-hotel.
In the result, customers have a wider choice of often less
distinguishable products and they are much better informed. For
many offerings the balance of power shifts towards the customer.
Customers are widely aware of their greater power, which raises their
expectations on how companies should care for them.
Bringing it all together, it becomes ever more difficult to differentiate
a product or service by traditional categories like price, quality,
functionality etc.
In this situation the development of a strong relationship between
customers and a company could likely prove to be a significant
opportunity for competitive advantage. This relationship is not longer
based on features like price and quality alone. Today it is more the
perceived experience a customer makes in his various interactions
with a company (e.g. how fast, easy, efficient and reliable the process
is) that can make or break the relationship. Problems during a single
transaction can damage a so far favourable customer attitude.
The consequence for companies is that they have to adapt their ways
of competing for customers. Traditionally, companies have focused
their efforts of customer relationship management on issues like
customer satisfaction and targeted marketing activities like event
marketing, direct marketing or advertising. Although doubtless
necessary and beneficial, these activities are not longer enough. They
narrow the relationship between company and customer down to a
particular set of contacts in which the company invests its efforts.
Most likely this will produce not more than a satisfied customer who
is well aware of the companies offerings and has a positive attitude
towards them. However, a satisfied customer is not necessarily a loyal
one.
If a customer is satisfied that means that a product of service has met
his expectations and that he was not dissatisfied by it. Customer
satisfaction is doubtlessly very important. It is the precondition for
repeat purchases and it prevents the customer from telling others
about his disappointing experiences. A loyal customer, however, is
more than a customer who frequently purchases from a company.
The difference is the emotional bond which links the customer so
closely to the company that he develops a clear preference for these
products or brands and is even willing to recommend them to others.
Loyal customers truly prefer a product, brand or company over
competitive offerings. Thus loyalty goes beyond a rational decision for
known quality or superior price-performance-ratio. It is about the
customers feelings and perceptions about the brand or product.
When the customer makes his buying decision, he evaluates the
benefits he perceives from a particular product and compares them
with the costs. The value a customer perceives when buying and using
a product or service go beyond usability. There is a set of emotional
values as well, such as social status, exclusivity, friendliness and
responsiveness or the degree to which personal expectations and
preferences are met. Similarly, the costs perceived by the customer,
normally comprise more than the actual price. They also include costs
of usage, the lost opportunity to use an other offering, potential
switching costs etc. Hence, the customer establishes an equation
between perceived benefits and perceived costs of one product and
compares this to similar equations of other products.
Based on this, customer loyalty can be understood as to how
customers feel about a product, service or brand and whether their
perceived total investments with a it live up to their expectations.
The important point here is the involvement of feelings, emotions and
perceptions. In todays competitive marketplace, these perceptions
MANUFACTURING
Jamshedpur:
Established in1945, the Jamshedpur unit was the company's first unit and is
spread over an area of 822 acres. It consists of 4 major divisions - Truck
Factory, Engine Factory, Cab & Cowl Factories, and the Novus. The
divestments in March 2000 hived off the Axle and Engine plants into
independent subsidiaries viz. HVAL &HVTL, respectively.
The Truck Division boasts of two assembly lines. The main assembly line,
measuring 180m in length has 20 work stations with a vehicle rolling out every
8 mins. The other line is dedicated to special purpose vehicles and for meeting
the requirements of the Indian Army. The uniqueness of the Factory lies in its
possession
of
Advanced facilities for manufacturing long members comprising of a set-up of
5000 Tones Hydraulic press line, cut-to-length line for strip preparation
purchased from M/s Kohler of Germany and a Camber Correction line.
Facility for hot forming of axle halves with a 3000 tone press and heating
furnace.
Flexibility in manufacturing frames with an off line Proto-typing facility.
The Cab, Cowl & Novus Factory is equipped with state- of- art facilities like
Centralized Paint Shop and Automated painting set up, Robot painting, BIW
Fabrication of day & sleeper cabs for trucks, Articulates ( Tractor/ Trailer),
BIW Fabrication of Cowls for buses, and other miscellaneous applications.
The fully equipped Foundry, that the unit is supported by, supplies high-grade
SG Iron castings for automobile components and excavators, and is rated as
one of the cleaner, better and highly automated foundries in the world. It has an
annual capacity of 42,000 MT of Good castings and makes, both, Gey and SG
cast Iron casting. It manufactures all critical automobile castings e.g. Cylinder
Block, Cylinder Head etc. It has a sophisticated Kunkel Wagner High Pressure
Moulding line of a rated production capacity of 90 moulds/ hour. This is
supported by a sand cooler and sand mixer from Kunkel Wagner. Its melting
shop has Medium Frequency Induction Furnaces for melting and Channel
Furnaces for
holding. The pouring is done by a Channel Press Pour coupled with a Steam
Inoculation Dispenser. The core shop has a state- of-the- art Cold Box
Machine, making four cores per minute. It has elaborate sand and metallurgical
laboratories. In 1993 the foundry was ISO 9002 certified by the Bureau Veritas
Quality International, which was later followed by the more stringent QS 9000
certification from the BVQI in the year 2000. Currently it is certified as TS:
16949 by BVC.
The Engine Factory is responsible for the in-house manufacture of Tata
697/497 Naturally Aspirated and Turbo Charged engines, and the 6B series
engines manufactured at Tata Cummins.
As one of the most modern forging set-ups in the country, the Forge Division is
equipped with a semi-automated forging line with 40,000 mkg Beche Hammer
and state-of-the-art presses from Kurimoto of Japan. It produces critical
forgings like crankshafts, front axle beams and steering parts for the
automobile plant. The new forging line, installed in April 1984, has the
capacity to forge front axle beams at 90 sec per piece and crankshafts at 120
sec per piece. Mechanical presses help produce a variety of heavy forgings.
The sophisticated FIDIA digit 165 CC Graphite Milling Machine links shop
floor machines to the design workstation. The Forge has been certified as ISO
9002 and QS 9000 by the BVQI.
HV Axles Ltd., a wholly owned subsidiary of Tata Motors, is currently the
market leader in medium and heavy commercial vehicles axles in India with an
installed capacity of over two lakh axles per annum. The company's product
range includes Front Steer axles- both live and normal, Rear 5000 Tones
Hydraulic press line, cut-to-length line for strip preparation purchased from M/s
Kohler
of
Germany
and
a
Camber
Correction
line.
Facility for hot forming of axle halves with a 3000 tone press and heating
furnace.
Flexibility in manufacturing frames with an off line Proto-typing facility.
The Cab, Cowl & Novus Factory is equipped with state- of- art facilities like
Centralized Paint Shop and Automated painting set up, Robot painting, BIW
Fabrication of day & sleeper cabs for trucks, Articulates ( Tractor/ Trailer),
BIW Fabrication of Cowls for buses, and other miscellaneous applications.
The fully equipped Foundry, that the unit is supported by, supplies high-grade
supported by a sand cooler and sand mixer from Kunkel Wagner. Its melting
shop has Medium Frequency Induction Motors.
HVAL has state-of-the-art manufacturing facilities for making all major Axles
components such as Front Axle Beam, Stub Axles, Front & Rear Wheel Hubs,
Differential, Axle Gears (Crown Wheel, Pinion, Bevel Gear & Shaft Gear),
Banjo Axle Beam, Swivel Heads, Constant Velocity Shafts etc. For being in the
forefront of cutting edge technology, HVAL has proven skills in manufacturing
axles from component level to assembly & testing. As a TS 16949 company,
HVAL encourages and continuously supports its vendor base to upgrade their
Quality Management System to TS 16949.
HVTL was established on 13th March 2000 as a major subsidiary of Tata
Motors by taking over operations of Tata Motors' erstwhile Gearbox Division.
It is a leading manufacturer of automotive transmissions, components &
engineering applications for a wide range of medium & heavy commercial
vehicles. The company has a capacity of producing 94,000 gearboxes per year
which is being enhanced to a capacity of 120,000 Gearboxes per year. It
provides products and services of superior quality, matching with the current
economic and business trends in medium and heavy commercial vehicle
markets. The Quality System of HVTL is certified under ISO/ TS-16949. In the
environmental and safety front, it was ISO14001 certified in 2004 and
OHSAAS-18001 certified in 1999.
Furnaces for melting and Channel Furnaces for holding. The pouring is done
by a Channel Press Pour coupled with a Steam Inoculation Dispenser. The core
shop has a state- of-the- art Cold Box Machine, making four cores per minute.
It has elaborate sand and metallurgical laboratories. In 1993 the foundry was
ISO 9002 certified by the Bureau Veritas Quality International, which was later
followed by the more stringent QS 9000 certification from the BVQI in the
year 2000. Currently it is certified as TS: 16949 by BVC.
Milestones
It has been a long and accelerated journey for Tata Motors, India's leading
automobile manufacturer. Some significant milestones in the company's
journey towards excellence and leadership.
1945
1948
1954
1959
1961
1966
1971
Introduction of DI engines.
1977
1983
1985
1986
1989
1991
1992
1993
1994
1995
1996
1997
Indica 2000 (Euro II) with multi point fuel injection petrol
1998
1999
2000
engine launched.
2001
2002
2003
2004
2005
Tata Motors rolls out the 500,000th Passenger Car from its Car
Plant Facility in Pune
2006
2007
Tata Motors unveils new long wheel base premium Indigo &
X-over concept at Auto Expo 2006
2008
Launch of the Sumo Victa Turbo DI, the new upgraded range
of its entry-level utility vehicle, the Sumo Spacio
Tata Motors unveils its People's Car, Nano, at the ninth Auto
Expo.
Rs.4,23,305 4,21,612
Rs.3,11,368 3,10,122
Rs.7,51,503 7,48,497
Rs.4,12,510 4,10,860
Rs.5,29,939 5,27,819
Tata (Sedan)
Popular Tata sedan car prices start with Tata cars at a bit below rupees four lakhs
to Tata cars at a bit above rupees eight lakhs. Tata sedan cars include
The Indigo CS GLS is the upper level version with higher price in the Indigo CS
range of Tata Motors. New cars in this series have a showroom price ranging
from around four lakhs to around four lakhs fifty thousand inclusive of all
charges like insurance, octroi, RTO, etc. Indigo CS GLS car prices vary with the
car dealer's location.
Indigo CS LE (Diesel)
The Indigo CS LE is the higher level version in the Indigo CS range of Tata
Motors featuring diesel transmission. At the showroom, this car costs around
Rs.4,20,000 with an on-road price of around Rs.4,60,000. This includes standard
ancillary charges also.
Indigo CS LS (Diesel)
The Indigo CS LS is the top level version with higher price in the Indigo CS
range of Tata Motors. The Indigo CS LS is now available at a showroom price
of around Rs.4,50,000 with an on road price of around Rs.4,95,000 including
supplementary charges.
Indigo GV (Petrol)
Indigo GV is the entry level petrol variant of the Indigo series. New cars have a
show room price of around Rs.3,85,000 and on-road price of around Rs.4,30,000
inclusive of all charges such as insurance, octroi, RTO, etc. Indigo GV car prices
vary with the car dealer's location.
Indigo GVE (Petrol)
This variant of the Indigo V series is packed with superior looks and features as
available in its segment. New cars in this series have a showroom price ranging
from around three lakhs to around four lakhs inclusive of all charges like
insurance, octroi, RTO, etc. Fiesta 1.4 Duratec Zxi car prices vary with the car
dealer's location.
Indigo V (Diesel)
Indigo V is marked for its advanced technology and impressive performance. At
the showroom, this car costs around Rs.4,30,000 with an on-road price of
around Rs.4,80,000. This includes standard ancillary charges also.
Indigo GVS (Petrol)
Indigo GVS is equipped with advanced features and facilities to provide you
with maximum comfort and control. The Indigo GVS (Petrol) is now available
at a showroom price of around Rs.4,35,000 with an on road price of around
Rs.4,85,000 including supplementary charges.
Indigo VE (Diesel)
The perfect combination of power, style and performance is Indigo VE. New
cars have a show room price of around Rs.4,45,000 and on-road price of around
Rs.5,00,000. Indigo VE car prices vary with the car dealer's location.
Indigo GLS (Petrol)
New cars in this series have a showroom price ranging from around four lakhs
to around five lakhs inclusive of all charges like insurance, octroi, RTO, etc.
Fiesta 1.4 Duratec Zxi car prices vary with the car dealer's location.
Indigo VS (Diesel)
At the showroom, this car costs around Rs.4,65,000 with an on-road price of
around Rs.5,21, 000. This includes standard ancillary charges also.
Indigo GLX (Petrol)
The Indigo GVS (Petrol) is now available at a showroom price of around
Rs.4,90,000 with an on road price of around Rs.5,45,000 including
supplementary charges.
Indigo LS (Diesel)
The advanced technology engine, attractive looks and decent performance
makes Indigo LS different from others in its segment. New cars have a show
room price of around Rs.4,90,000 and on-road price of around Rs.5,50,000.
Indigo LS car prices vary with the car dealer's location.
Indigo XL (Petrol)
New cars in this series have a showroom price ranging from around 5.30 lakhs
to around 5.90 lakhs inclusive of all charges like insurance, octroi, RTO, etc.
Indigo XL car prices vary with the car dealer's location.
Indigo LX (Diesel)
At the showroom, this car costs around Rs.5,30,000 with an on-road price of
around Rs.5,95, 000. This includes standard ancillary charges also.
Indigo LS Dicor (Diesel)
The Indigo GVS (Petrol) is now available at a showroom price of around
Rs.5,35,000 with an on road price of around Rs.5,95,000 including
supplementary charges.
Indigo LX Dicor (Diesel)
The Indigo LS Dicor is the mid level variant in this series with top range price
tag and high end features. New cars in this series have a showroom price
ranging from around 5.80 lakhs to around 6.50 lakhs inclusive of all charges like
insurance, octroi, RTO, etc. Indigo LX Dicor car prices vary with the car dealer's
location.
Indigo XL (Diesel)
This diesel variant of the Indigo collection is now available at a showroom price
of around Rs.6,20,000 with an on road price of around Rs.6,85,000 including
supplementary charges.
Indigo XL Grand (Petrol)
The entry level grand version of Indigo model is equipped with impressive
interiors and all the latest features available in its segment. New cars have a
show room price of around Rs.6,70,000 and on-road price of around
Rs.7,45,000. Indigo XL Grand car prices vary with the car dealer's location.
Indigo XL Grand (Diesel)
New cars in this series have a showroom price ranging from around seven lakhs
to around eight lakhs inclusive of all charges like insurance, octroi, RTO, etc.
Indigo XL Grand car prices vary with the car dealer's location.
Tata (SUV)
Popular Tata SUV car prices begin with Tata SUVs at a bit above rupees four
lakhs fifty thousand to Tata SUVs at a bit below rupees ten lakhs. Tata SUV
models include
power trains. The engine type is Multi-Point Fuel Injection Petrol Engine.
Vacuum assisted Independent Dual Circuit, Diagonal Split and Hydraulic Brake
is present. The interiors are typical Indica style, with a single tone dash board.
Indica Vista Safire Aqua (Petrol)
It has an in line, 1.2L, MPFI, Safire petrol engine. The transmission is manual
with a 5 speed gear box. It comes with power steering and a rack and pinion
type steering gear. The fuel type is petrol with a front brakes which is ventilated
disc type and rear brake which is semi independent. The rear brake also has coil
spring and shock absorber.
Indica Vista TDi Terra (Diesel)
It has an in line, 1.2L, MPFI, Safire petrol engine. The engine displacement is
1248 and the fuel supply system is MPFi with a super charger. It has a 5 speed
gear box with manual transmission. The front suspension is independent while
the rear is semi independent. The front brake is ventilated Disc while the rare
break is drum type. The fuel type is Diesel with a tank capacity of 37 L.
Indica Vista Safire Aura (Petrol)
The all new Tata Indica Vista Safire Aura comes with a 1.2L powerful petrol
engine, fog lamps, integrated CD system and speakers. Not just that, it also
comes with warning buzzers. It has an engine displacement of 1,172 cc. The fuel
type is petrol with a 5 speed gear box.
Indica Vista TDi Aqua (Diesel)
The engine type is in- line with 475IDI Turbo with an engine displacement of
1172.It has 4 cylinders with MPFi type of fuel supply system. A turbo charger is
lacking but it has a super charger. Front suspension is independent while the rear
suspension is Semi-Independent; twist beam with coil spring and shock
absorber. It has power steering with a rack and pinion type of steering gear. The
fuel type is diesel.
Indica Vista Quadrajet Aqua (Diesel)
Swept back headlamp cluster, peeled-petal shape give it a better look as
compared to the Indica. The interiors are amicable with 3-Step folding of the
rear seat for more luggage space. This version is equipped with a Quadrajet
Engine, which is good as difference in power when AC is on can hardly be felt.
The drive is smoother with lesser noise inside.
Indica Vista Quadrajet Aura (Diesel)
The exteriors characterized by External Antenna, High Mounted Stop Lamps
(Buld),Body Color Bumpers, Chrome Plating for Exhaust, Half Wheel Caps,
Black Door Handles, ORVMs Black (Only on RHS)and Black Rub Rail make it
attractive. It has 60:40 Flip & Fold on Rear Seat, Pen Holder, Card Holder and
Coin Box (In Glove Box), 3-Spoke Steering wheel, Hydraulic Power Steering
and Front Power Outlet.
Tata Wagons
Tata wagons have always held a special place in the market. Currently, Tata
markets only one model, the Tata Indigo Marina, across seven variants including
both diesel and petrol.
Jalandhar 1983
Ahmedabad 1988
Vadodhra 1988
Workshops/Service Centers
With the idea to provide full service under one roof, we have state
of art service centres at the following locations:1. Gujarat :
2. Punjab :
Jalandhar
Pathankot
Nawanshaher
Branches - Jalandhar
(Showroom, Workshop & Spare
Parts)
PRECAUTIONS :DOS
DON'TS:
OBJECTIVES
THE MAIN OBJECTIVES SET BEFORE
RESEARCH PROJECT ARE AS FOLLOWS:-
THIS
25
26
RESEARCH METHODOLOGY
RESEARCH METHODOLOGY:- IT IS A SYSTEM
OF MODELS, PROCEDURES AND TECHNIQUE SUSED
TO FIND THE RESULTS OF A RESEARCH PROBLEM .
What is RESEARCH?
In simple words, RESEARCH refers to a systematic
method consisting of studying the problem, formulating a
hypothesis, collecting the data, analyzing the data and
reaching certain conclusions either in the form of solutions
towards
the
concerned
problem
or
in
certain
OF
RESEARCH:-
ACCORDING
TO
optimized
and
further
make
27
28
RESEARCH DESIGN:
Research Design is the conceptual structure within
which research is conducted. It constitutes the
blueprint for collection, measurement and analysis of
data. The design used for carrying out this research
is Descriptive.
SAMPLING PLAN:
It is very difficult to collect information from every
member of a population. The time and costs are the
major limitations that the researcher faces.
A sample of 100 respondents were selected on the
basis
of
convenient
sampling
technique.
The
3
1
32
DATA ANALYSIS
AND
INTERPRETATION
Question1. Which version of car do you own?
1. Diesel
2. Petrol
Diesel
Petrol
61.3%
38.7%
33
2.
COMPANY
SALES %AGE
TATA
35.5
MARUTI SUZUKI
41.2
HONDA
10.2
HYUNDAI
13.1
2.DISAGREE
OPTIONS
RESULT
(in %age)
AGREE
62
DISAGREE
36
CANT SAY
agree,
2.MARUTI
4.HYUNDAI
BRAND
%age
TATA INDIGO
32.4
40.6
HONDA CITY
17.2
HYUNDAI VERNA
9.8
35
2.Price
4.Safety
6.All of the
Particular
%age
Fuel Economy
12
Price
15
Sophisticated Interior
Safety
Engine Performance
36
52
Question.6.
(a) How would you rank the following car on
the
parameters
of
the
comfort,interior,brand
name,looks
and
space?
COMPANY
NAME
TATA
MOTORS
MARUTI
SUZUKI
HYUNDAI
HONDA
CARS
NAME
PARAMETE
RS
TATA
INDIGO
MARUTI
SWIFT
DEZIRE
HYUNDAI
VERNA
HONDA
CITY
COMFORT
(%)
25
27
20
28
INTERIOR
(%)
18
25
26
31
BRAND
NAME (%)
25
18
23
34
LOOKS (%) 14
32
17
37
SPACE (%)
20
22
31
27
TATA
MOTORS
MARUTI
SUZUKI
HYUNDAI
HONDA
NAME OF CARS
PARAMETERS
TATA
INDIGO
MARUTI
SUZUKI
HUYNDAI
VERNA
HONDA
CITY
DEZIRE
SAFETY (%)
10
10
35
45
PRICE (%)
53
31
FUEL
ECONOMY(%)
33
27
17
23
ENGINE
PERFORMANCE
(%)
22
31
18
29
39
MARUTI
SWIFT
DEZIRE
HYUNDAI
VERNA
HONDA
CITY
MAINTENAN 11
CE COST (%)
39
41
AFTER
39.1
SALES
SERVICES(%
)
35.8
10.1
15.0
A.C. (%)
15.8
20.6
20.9
42.7
NOISE(%)
22.1
20.9
25
22
PICK UP(%)
22
18
29
31
2.MARUTI
PARTICULARS
PERCENTAGE
TATA INDIGO
40
35
HYUNDAI VERNA
10
HONDA CITY
15
4.HONDA CITY
LIMITATIONS
THE MAIN LIMITATIONS THAT CAME ACROSS
WHILE DOING THIS RESEARCH PROJECT ARE
AS FOLLOWS:1. LIMITED TIME.
2. PEOPLE DID NT EASILY GET READY FOR FILLING
THE QUESTIONAIRES.
3. LACK OF AWARENESS REGARDING RESEARCH
TOPIC AMONG THE PEOPLE.
4. LIMITED SAMPLE.
5.LACK OF OPENNESS REGARDING VIEWS.
53
FINDINGS
THE MAIN FINDINGS FROM THE ABOVE
RESEARCH ARE AS FOLLOWS:1. About 61.3% people have to be preferred
diesel virgin cars and 38.7% people have to
be preferred petrol virgin cars.
2. About 41.2% people have to be buy
MARUTI SUZUKI, 35.5% have to be buy TATA,
13.1% people have to be buy HYUNDAI and
10.2% people have to be buy HONDA cars.
3. It was found that 62% people consider
diesel cars more economically viable, 36%
people consider petrol cars more
economically viable and 2% people consider
cant says.
4. About 40.6% people are preferred to buy
MARUTI DEZIRE, 32.4% people are preferred
TATA INDIGO, 17.2% people are HONDA CITY
and 9.8% people are preferred to buy
HUYNDAI VERNA.
5. Most of the people prefer brands by
considering all the features of that brands
while purchasing the cars.
6. We come to know that different customers
have ranked different cars on the basis of
various parameters linked with their
perception.
7. We came to know that TATA INDIGO
provides more value for
SUGGESTIONS
THE MAIN SUGGESTIONS GIVEN BY PEOPLE
DURING THIS RESEARCH ARE AS FOLLOWS:-
CONCLUSION
The development of project CUSTOMER
PERCEPTION is a original creative. Me as MBA
student has tried to increase my experience and
knowledge by working in a practical world. The
project has been a rewarding experience in many
ways. We have gained as in sight into the working
of project CUSTOMER PERCEPTION.
In course of development of this
project I HAVE introduced too much questions and
got a survey regarding the [consumer perception
about different cars, The project CUSTOMER
PERCEPTION is based on information about
various cars from different resources like
showrooms, websites, field study etc.. It
provides a mean to the users to know many things
about cars, their manufactures and their dealers.
Finally, we would like to mention that this project
has given us an idea of handling real situations.
We have made our sincerest efforts to complete
this work as much perfection as possible.
FUTURE
ENHANCEMENT
None can claim to be perfect. I think, I can
make this project named CUSTOMER
PERCEPTION better than this by adding more
features. There are many things that we have
dreamed about this project. But all can not be
come true. It may be our carelessness or bad luck.
More features that should be added are more and
more cars, their manufacturers, their dealers, and
more questions for customers and specifying the
customers on their respective needs etc.. This
project is the result of the blessings of elders and
our practice that we had done in comp. field till
now. And we believe that perfect practice
makes man little bit near to perfection.
BIBLIOGRAPHY
59
www.google.co.in
www.yahoo.com
www.cmpl.com
61
ANNEXURE
An Empirical Study to know the customer
perception about cars.
2.
1.AGREE
3.CANT SAY
2.DISAGREE
35
2.MARUTI
4.HYUNDAI
36
COMPANY
NAME
TATA
MOTORS
MARUTI
SUZUKI
HYUNDAI
HONDA
CARS
NAME
PARAMETE
RS
TATA
INDIGO
MARUTI
SWIFT
DEZIRE
HYUNDAI
VERNA
HONDA
CITY
34
COMFORT
(%)
INTERIOR
(%)
BRAND
NAME (%)
LOOKS (%)
SPACE (%)
COMPANY
NAME
TATA
MOTORS
MARUTI
SUZUKI
HYUNDAI
HONDA
NAME OF CARS
PARAMETERS
TATA
INDIGO
MARUTI
SUZUKI
DEZIRE
HUYNDAI
VERNA
HONDA
CITY
SAFETY (%)
PRICE (%)
FUEL
ECONOMY(%)
ENGINE
PERFORMANCE
(%)
MARUTI
SWIFT
DEZIRE
HYUNDAI
VERNA
HONDA
CITY
39
MAINTENAN
CE COST (%)
AFTER
SALES
SERVICES(%
)
A.C. (%)
NOISE(%)
PICK UP(%)
2.MARUTI
4.HONDA CITY
64