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A

PROJECT REPORT
ON
TATA MOTORS

SUBMITTED TO
M.J.P. ROHILKHAND UNIVERSITY,BAREILLY (U.P)

FOR THE AWARD OF


BACHELOR OF BUSINESS ADMINISTRATION
BBA (SEMESTER-IVTH)

UNDER GUIDENCE OF: SUBMITTED BY:


MR.HEMANT JOSHI SHAZIA KHAN
(DEAN MANAGEMENT) BBA-IVTHSEM
ROLL NO.-1570
ACKNOWLEDGEMENT

The satisfaction that accompanies that the successful


completion of any task would be incomplete without
the mention of people whose ceaseless cooperation
made it possible, whose constant guidance and
encouragementcrownalleffortswithsuccess.Weare
grateful to our project guide Mr. HEMANT JOSHI
for the Guidance, inspiration and constructive
suggestions that helpful us in the preparation of this
project.
We also thank our colleagues who have helped in
successfulcompletionoftheproject.
EXECUTIVE SUMMARY

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. TATA motors was Established in 1945, Tata motors entered into

collaboration with Paimler Benz of Germany in 1954 to manufacture

commercial vehicles, the collaboration ended in 1969. A Tata motor has since

grown from strength to strength. TATA MOTORS is not only concerned with

selling of their products they also concerned with providing service to the

customers after selling. So there is necessity for the company to find out the

satisfaction level of the customers, at different levels in the company. 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. TATA

MOTORS is not only concerned with selling of their products they also

concerned with providing service to the customers after selling. So there is

necessity for the company to find out the satisfaction level of the customers, at

different levels in the company which help the organization to find out the ways

in improving the services being provided to the customers.

For customer-centered companies, customers satisfaction is both a goal and a

marketing tool. Companies that achieve high customer satisfaction ratings make

sure that their target market knows it.


CONTENTS
S.NO TITLE
I. INTRODUCTION

II. OBJECTIVES

III. SCOPE

IV. REVIEW OF LITERATURE

V. RESEARCH METHODOLOGY

VI. RESEARCH DESIGN

VII. HYPOTHESIS

VIII. DATA INTREPRETATION AND

ANALYSIS

IX. FINDING CONCLUSION

X. RECOMMENDATION

XI. QUESTIONNAIRE

XII. BIBLIOGRAPHY
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 motors also have so many

dealers in various places. It is offering its valuable services to the people of

Bareilly district through one of its dealers Tata Motors. Hence we felt the need

of knowing about Customer satisfaction on the products of Tata motors and

the services of Tata Motors, 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-de-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 Brazen. It was used by the French Army to haul artillery at a

whopping speed of 2 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 Cugnots patrons died and

the other was exiled, the money for Cugnots road vehicle experiments ended
Steam engines powered cars by burning 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 self-propelled

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

Cugnots vehicle was improved by Frenchman, Onesiphore Pecqueur, who

also invented the first differential gear, improved Cugnots 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 Britains railroad

system.

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 drivers 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. Electricity found greater success in tramways and streetcars, where a

constant supply of electricity was possible.

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.


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 pistons 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 Switzerland 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 Newcomer steam

engine to burn gas, and he used it to briefly power a vehicle up Shooters

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 four-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 500-

foot drive. It was the worlds 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 Bray ton, 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 Lenoirs and de Rochas designs and invented a more efficient

gas engine.

1876 Nikolas 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 Douglas

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- Deboutevilles 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 two-

wheeled vehicle the Reitwagen (Riding Carriage) with this engine and a

year later built the worlds 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.

Hailed as the industry of industries by Peter Ducker, the founding father of the

study of management, in 1946, the automobile industry had evolved

continuously with changing times from craft production in 1890s to mass

production in 1910s to lean production techniques in the 1970s.

The automotive industry in India grew at a computed annual growth rate

(CAGR) of 11.5 percent over the past five years, the Economic Survey 2008-09

tabled in parliament on 2nd July09 said.


The industry has a strong multiplier effect on the economy due to its deep

forward and backward linkages with several key segments of the economy, a

finance ministry statement said.

The automobile industry, which was plagued by the economic downturn amidst

a credit crisis, managed a growth of 0.7 percent in 2008-09 with passenger car

sales registering 1.31 percent growth while the commercial vehicles segment

slumped 21.7 percent.

Indian automobile industry has come a long way to from the era of the

Ambassador car to Maruti 800 to latest M &M Xylo. The industry is highly

competitive with a number of global and Indian companies present today. It is

projected to be the third largest auto industry by 2030 and just behind to US &

China, according to a report. The industry is estimated to be a US$ 34 billion

industry.

Indian Automobile industry can be divided into three segments i.e. two wheeler,

three wheeler & four wheeler segment. The domestic two-wheeler market is

dominated by Indian as well as foreign players such as Hero Honda, Bajaj Auto,

Honda Motors, TVS Motors, and Suzuki etc. Maruti Udhyog and Tata Motors

are the leading passenger car manufacturers in the country. And

India is considered as strategic market by Suzuki, Yamaha, etc. Commercial

Vehicle market is catered by players like Tata Motors, Ashok Leyland, Volvo,

Force Motors, Eicher Motors etc. The major players have not left any stone

unturned to be global. Major of the players have got into the merger activities
with their foreign counterparts. Like Maruti with Suzuki, Hero with Honda,

Tata with Fiat, Mahindra with Renault, Force Motors with Mann.

Some of the early events and milestones of 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, and TELCO received

approval.

Key Facts about Indias automobile industry:

India ranks 12th in the list of the worlds top 15 automakers.

Entry of more international players.

Contributes 5% to the GDP.

Production of four wheelers in India has increased from 9.3 lakh units in

2002-03 to 23 lakh units in 2007-08.

Targeted to be of $ 145 Billion by 2016.

Exports increased from 84,000 units in 2002-03 to 280,000 units in 2007-08

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

consumers 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

Tata Motors Limited, formerly known as TELCO (TATA Engineering and

Locomotive Company), was formed in 1945. A Tata motor is the flagship

company of the Tata Group with an annual turnover of approximately US $ 20

billion (92519 crore) for the year starting April 1 st 2009 to March 31st 2010.

More than 5.9 billion Tata Vehicles ply on Indian roads making Tata a dominant

force in India automobile industry. Its product range covers passenger cars,

multi utility 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. A

Tata motor 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 250,000 sales

mark within 52 months of launch. The phenomenal success of these vehicles

stands testimony of the companys research and engineering expertise.


PROFILE

TATA motors was Established in 1945, Tata motors entered into collaboration

with Paimler Benz of Germany in 1954 to manufacture commercial vehicles,

the collaboration ended in 1969. A Tata motor has since grown from strength to

strength.

A TATA motor is Indias premier and the only fully integrated automobile

manufacture. It is among the worlds top 10 commercial vehicle producers. Tata

Motors Limited is India's largest automobile company, with consolidated

revenues of Rs. 92,519 crores (USD 20 billion) in 2009-10. It is the leader in

commercial vehicles in each segment, and among the top three in passenger

vehicles with winning products in the compact, midsize car and utility vehicle

segments. The company is the world's fourth largest truck manufacturer, and the

world's second largest bus manufacturer.

Established in 1945, Tata Motors' presence indeed cuts across the length and

breadth of India. Over 5.9 million Tata vehicles ply on Indian roads, since the

first rolled out in 1954. The company's manufacturing base in India is spread

across Jamshedpur (Jharkhand), Pune (Maharashtra), Lucknow (Uttar Pradesh),

Pantnagar (Uttarakhand) and Dharwad (Karnataka). Following a strategic

alliance with Fiat in 2005, it has set up an industrial joint venture with Fiat

Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and Tata

cars and Fiat Power trains. The company is establishing a new plant at Sanand
(Gujarat). This is coupled with a nation-wide customer support, sales and

service network.

Tata Motors, the first company from India's engineering sector to be listed in

the New York Stock Exchange (September 2004), has also emerged as an

international automobile company. Through subsidiaries and associate

companies, Tata Motors has operations in the UK, South Korea, Thailand and

Spain. Among them is Jaguar Land Rover, a business comprising the two iconic

British brands that was acquired in 2008. In 2004, it acquired the Daewoo

Commercial Vehicles Company, South Korea's second largest truck maker. The

rechristened Tata Daewoo Commercial Vehicles Company has launched several

new products in the Korean market, while also exporting these products to

several international markets. Today two-thirds of heavy commercial vehicle

exports out of South Korea are from Tata Daewoo. In 2005, Tata Motors

acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach

manufacturer, and subsequently the remaining stake in 2009. Hispano's

presence is being expanded in other markets. In 2006, Tata Motors formed a

joint venture with the Brazil-based Marco polo, a global leader in body-building

for buses and coaches to manufacture fully-built buses and coaches for India

and select international markets. In 2006, Tata Motors entered into joint venture

with Thonburi Automotive Assembly Plant Company of Thailand to

manufacture and market the company's pickup vehicles in Thailand. The new
plant of Tata Motors (Thailand) has begun production of the Xenon pickup

truck, with the Xenon having been launched in Thailand in 2008.

Tata Motors is also expanding its international footprint, established through

exports since 1961. The company enjoys a significant demand in export market

like Europe, Australia, South East Asia, Middle East and Africa also. The

companys vehicles are seen in over 70 countries now. It has franchisee/joint

venture assembly operations in Kenya, Bangladesh, Ukraine, Russia, Senegal

and South Africa.

With over 3,000 engineers and scientists, the company's Engineering Research

Centre, established in 1966, has enabled pioneering technologies and products.

The company today has R&D centres in Pune, Jamshedpur, Lucknow, Dharwad

in India, and in South Korea, Spain, and the UK.

Customer sensitive approaches towards building products and state-of-the 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 Indias 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.


In 2005, Tata Motors created a new segment by launching the Tata Ace, India's

first indigenously developed mini-truck.

In January 2008, Tata Motors unveiled its People's Car, the Tata Nano, which

India and the world have been looking forward to. The Tata Nano has been

subsequently launched, as planned, in India in March 2009. A development,

which signifies a first for the global automobile industry, the Nano brings the

comfort and safety of a car within the reach of thousands of families. The

standard version has been priced at Rs.100,000 (excluding VAT and

transportation cost). Designed with a family in mind, it has a roomy passenger

compartment with generous leg space and head room. It can comfortably seat

four persons. Its mono-volume design will set a new benchmark among small

cars. Its safety performance exceeds regulatory requirements in India. Its

tailpipe emission performance too exceeds regulatory requirements. In terms of

overall pollutants, it has a lower pollution level than two-wheelers being

manufactured in India today. The lean design strategy has helped minimize

weight, which helps maximize performance per unit of energy consumed and

delivers high fuel efficiency. The high fuel efficiency also ensures that the car

has low carbon dioxide emissions, thereby providing the twin benefits of an

affordable transportation solution with a low carbon footprint.

In May 2009, Tata Motors introduced ushered in a new era in the Indian

automobile industry, in keeping with its pioneering tradition, by unveiling its

new range of world standard trucks called Prima. In their power, speed, carrying
capacity, operating economy and trims, they will introduce new benchmarks in

India and match the best in the world in performance at a lower life-cycle cost.

MILESTONES ACHIVED

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 Jamshedpur.

1961:

Exports began with the first truck being shipped to Ceylon, Now Sri

Lanka.

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.

1991:

Launch of the first indigenous passenger car of Tata Siera.

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.

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 Holster Ltd., U.K. for

manufacturing turbo chargers to be used on Cummins engines.

1995:

Mercedes Benz Car E 220 launched.

1997:

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

1998:

Tata Safari Indias first sports utility vehicle launched.

2 million vehicles rolled out.

Indica, Indias 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 Indica shipped to Malta.

Indica with Bharat stage 2 (Euro II) complaint diesel engine launched.

Launch of CNG buses.

2001:

Indica V2 launched 2nd generation Indica.

Indica V2 becomes Indians number one car in its segment.


Exits joint venture with Daimler Chrysler.

2002:

Unveiling of the Tata Sedan at Auto Expo 2002.

5,00,000th passenger vehicle rolled out.

Tata Engineering signed a product agreement with M G Rover of the

UK.

2003:

The Tata indigo station wagon unveiled at the Geneva motors show.

On 29th July J.R.D Tatas birth anniversary, Tata Engineerings

becomes Tata Motors Limited.

2004:

Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign

investment agreement

Tata Motors completes acquisition of Daewoo Commercial Vehicle

Company

Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the

heavy duty truck 'NOVUS' , in Korea

Tata Motors lists on the NYSE

2005:
Tata Motors rolls out the 500,000th Passenger Car from its Car Plant

Facility in Pune

Branded buses and coaches - Starbus and Globus - launched

Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish

bus manufacturing Company

Tata Motors wins JRD QV award for business excellence.

Inauguration of new factory at Jamshedpur for Novus

Tata TL 4X4, India's first Sports Utility Truck (SUT) is launched

Launch of Tata Novus

Launch of Novus range of medium trucks in Korea, by Tata Daewoo

Commercial Vehicle Co. (TDCV)

2006:

Tata Motors and Marcopolo, Brazil, announce joint venture to

manufacture fully built buses & coaches for India & markets abroad

Tata Motors first plant for small car to come up in West Bengal

Tata Motors extends CNG options on its hatchback and estate range

TDCV develops South Korea's first LNG-Powered Tractor- Trailer


Tata Motors and Fiat Group announce three additional cooperation

agreements
2007:

Construction of Small Car plant at Singur, West Bengal, begins on

January 21

Tata Motors and Thonburi Automotive Assembly Plant Co.

(Thonburi),announce formation of a joint venture company in

Thailand to manufacture, assemble and market pickup trucks.

Tata-Fiat plant at Ranjangaon .

Fiat Group and Tata Motors announce establishment of Joint Venture

in India

2008:

Ace plant at Pantnagar (Uttarakhand) begins production.

Indica Vista the new generation Indica, is launched.

Tata Motors' new plant for Nano to come up in Gujarat.

Tata Motors unveils its People's Car, Nano, at the ninth Auto Expo.

Xenon, 1-tonne pick-up truck, launched in Thailand.

Tata Motors signs definitive agreement with Ford Motor Company to

purchase Jaguar and Land Rover.

Tata Motors completes acquisition of Jaguar Land Rover.


Tata Motors is Official Vehicle Provider to Youth Baton Relay for The

III Commonwealth Youth Games Pune 2008.

2009:

Tata Marcopolo Motors, Dharwad plant beings production

Tata Motors launches Nano - The People's Car

Launch of premium luxury vehicles - Jaguar XF, XFR and XKR and

Land Rover Discovery 3, Range Rover Sport and Range Rover from

Jaguar and Land Rover in India

Tata Nano wins the Indian Car of the Year (ICOTY) Award

Tata Motors acquires remaining 79% in Hispano Carrocera.

2010:

Appointment of Mr. Carl-Peter Forster as Managing Director of Tata

Motors.

Tata Motors to construct heavy truck plant in Myanmar under

Government of Indias Line of Credit.

Tata Motors declared as the Commercial Vehicle Maker of the Year.

Tata Motors Passenger Car Division launches Tata Motors Service

Edge for leading edge customer service.


Chief Minister of Punjab inaugurates Tata Motors supported State

Institute of Automotive and Driving Skills.

Tata Motors appoints Mr. Carl-Peter Forster as Group CEO.

Tata Motors Group displays the widest range of products and

environment-friendly technologies at Auto Expo 2010.

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)


CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depends on the offers

performance in relation to the buyers expectations.

Satisfaction is a persons feeling of pleasure resulting from comparing a

products 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 form their expectations. Some of

todays 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.

In addition to tracking customer value expectation and satisfaction, companies

need to monitor their competitors 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 A customer-centered organization makes it easy for its

and customers to deliver suggestions and complaints. Many

suggestions restaurants and hotels provide forms for guests to report

systems likes and dislikes. Some customer-centered companies

P&G, General Electric, Whirlpool establish hot lines

with tool-free 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 and enable them to act

quickly to resolve problems.


Customer Studies show that although customer are dissatisfied with

Satisfaction one out of every four purchases, less than 5 percent of

surveys 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 buyers

views on their competitors 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 customers

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 producing high customer

satisfaction.
Ghost Companies Can Hire Persons To Pose As Potential

shopping Buyers To Report On Strong And Weak Points

Experienced In Buying The Companies And Competitors

Products. These mystery shoppers can even these whether

the companys sales personnel handle various situations

well. Thus, a mystery shopper can complain about a

restaurants food to test how the restaurant handles this


complaint. Not only should companies hire mystery

shoppers 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, customers satisfaction is both a goal and a

marketing tool. Companies that achieve high customer satisfaction ratings make

sure that their target market knows it.


When customers rate their satisfaction with an element of the companys

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.

NEED FOR THE STUDY


These days it is very clear that market is having drastic changes and all the

companies are acting according to it because to survive in the market and this

should be achieved by studying about the customer options and analyzing their

future requirements.

This study is definitely going to help to analyze the customer and can take

necessary steps for the improvement of the services by the company.

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.

TATA MOTORS is not only concerned with selling of their products they also

concerned with providing service to the customers after selling. So there is

necessity for the company to find out the satisfaction level of the customers, at

different levels in the company. 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 company

To mark suggestions for promotional measures to increase the customer

satisfaction.

LIMITATIONS
Surveyed area is limited only to Delhi (Mainly in NAZAFGARH ROAD

AERA).

The time is a limitation to cover more respondents.

Sample size may not fully represent the whole population.

The information provided by the customers might be biased.

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.

I. Collection of Primary Data:

Communication and observation are the two basic means used by me 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 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

Sampling Procedure: Simple random sampling approach has been

adopted.

IV. Mode of communication:

There are three different methods of communications used by me.

1. Personal interview

2. Telephone interview

3. Mail interview

Among the three personal interview is the most versatile and flexible mode of

communication. So the personal interview was more frequently 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.What made you to buy this vehicle?

TABLE 1

S. No. Features No. of Respondents %


1. Model 23 23
2. Price 13 13
3. Quality 21 21
4. Brand Name 29 29
5. Other Benefits 14 14
100 100

Inference:

29% of the customers 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. The brand name of the TATA and quality of

product should be taken care of while providing service.


CHART 1

35
29
No. of Respondents

30
23 Model
25 21
Price
20
14 Quality
15 13
Brand Name
10
Other Benefits
5
0
Model Price Quality Brand Other
Name Benefits
Reason for buying TATA Vehicle
2. Are you satisfied about the explanation about the benefit / features /

warranty of the vehicle and the financial schemes and the delivery

procedure at the time of purchase?

TABLE 2

S. No. Features No. of Respondents %


1. Delighted 4 4
2. Very satisfied 27 27
3. Satisfied 45 45
4. Somewhat 12 12

dissatisfied
5. Very dissatisfied - 0
6. No response 12 12
100 100

Inference:

76% of the customers are satisfied about the explanation about the benefits,

features, etc., at the time of purchase, out of which 27% are very satisfied, also

12% are somewhat dissatisfied, so the company had to made more effort to

satisfy the dissatisfied customers.


CHART 2

50 Delighted
45
45 Very satisfied
No. of Respondents

40 Satisfied
35 Somewhat dissatisfied
30 27 Very dissatisfied
25 No response
20
15 12 12
10
4
5
0
0
Delighted Very Satisfied Somewhat Very No response
satisfied dissatisfied dissatisfied

Satisfaction Level

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

TABLE 3

S. No. Features No. of Respondents %


1. Delighted 12 12
2. Very satisfied 30 30
3. Satisfied 42 42
4. Somewhat 4 4

dissatisfied
5. Very dissatisfied - 0
6. No response 12 12
100 100

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 so the sale personnel
are performing their task quite efficiently. Also there are 4% customers that are

somewhat dissatisfied and 12% had not responded to the above question.

CHART 3

45 42 Delighted
40 Very satisfied
No. of Respondents

35 Satisfied
30 Somewhat dissatisfied
30
Very dissatisfied
25
No response
20
15 12 12
10
4
5
0
0
Delighted Very Satisfied Somewhat Very No response
satisfied dissatisfied dissatisfied

Satisfaction Level

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

TABLE 4

S. No. Features No. of Respondents %


1. Delighted 23 23
2. Very satisfied 44 44
3. Satisfied 25 25
4. Somewhat 8 8

dissatisfied
5. Very dissatisfied - 0
100 100

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 4

50
44
45
40
No. of Respondents

35 Delighted
30 Very satisfied
25
25 23 Satisfied
20 Somewhat dissatisfied
15 Very dissatisfied
10 8
5
0
0
Delighted Very satisfied Satisfied Somewhat Very
dissatisfied dissatisfied
Satisfaction Level
5. Are you satisfied with the reception of the service advisor?

TABLE 5

S. No. Features No. of Respondents %


1. Delighted 11 11
2. Very satisfied 50 50
3. Satisfied 30 30
4. Somewhat 9 9

dissatisfied
5. Very dissatisfied - 0
100 100

Inference:

As we see that 61% of the customers are more than just satisfied by the

reception of the service advisors, thus the service advisors are performing their

duties with perfection; there are only 9% customers that are somewhat

dissatisfied from service advisors.


CHART 5

60
50
50
No. of Respondents

40 Delighted
Very satisfied
30
30 Satisfied
Somewhat dissatisfied
20 Very dissatisfied
11
9
10
0
0
Delighted Very satisfied Satisfied Somewhat Very
dissatisfied dissatisfied
Satisfaction Level
6 Are you satisfied with the facilities of the service station like customer

waiting room etc.,

TABLE 6

S. No. Features No. of Respondents %


1. Delighted 13 13
2. Very satisfied 30 30
3. Satisfied 51 51
4. Somewhat 4 4

dissatisfied
5. Very dissatisfied 2 2
100 100

Inference:

51% of the customers are satisfied by the facilities of the service station, 30%

are very satisfied, the valuable suggestions can be taken from the unsatisfied

customers to improve the facilities.


CHART 6

60
51
50
No. of Respondents

40 Delighted
Very satisfied
30
30 Satisfied
Somewhat dissatisfied
20 Very dissatisfied
11
10 8

0
0
Delighted Very satisfied Satisfied Somewhat Very
dissatisfied dissatisfied
Satisfaction Level
7 Are you satisfied with the solutions to all the problems reported by you?

TABLE 7

S. No. Features No. of Respondents %


1. Delighted 6 6
2. Very satisfied 40 40
3. Satisfied 34 34
4. Somewhat 16 16

dissatisfied
5. Very dissatisfied 4 4
100 100

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. Thus 20% of the customers are

not totally satisfied with the solution for their problem thus the service advisor

has to provide most satisfactory solution.


CHART 7

45
40
40
34
No. of Respondents

35
30 Delighted
Very satisfied
25
Satisfied
20 16 Somewhat dissatisfied
15 Very dissatisfied
10 6
4
5
0
Delighted Very satisfied Satisfied Somewhat Very
dissatisfied dissatisfied
Satisfaction Level
8. 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 8

S. No. Features No. of Respondents %


1. Delighted 10 10
2. Very satisfied 33 33
3. Satisfied 34 34
4. Somewhat 19 19

dissatisfied
5. Very dissatisfied 4 4
100 100

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 8

40
33 34
35
No. of Respondents

30
Delighted
25 Very satisfied
19
20 Satisfied
Somewhat dissatisfied
15
10 Very dissatisfied
10
4
5
0
Delighted Very satisfied Satisfied Somewhat Very
dissatisfied dissatisfied
Satisfaction Level
9.Are you satisfied with the explanation of job done and bill at the time of

delivery.

TABLE 9

S. No. Features No. of Respondents %


1. Delighted 10 10
2. Very satisfied 41 41
3. Satisfied 37 37
4. Somewhat 12 12

dissatisfied
5. Very dissatisfied - 0
100 100

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 9

45 41
40 37
No. of Respondents

35
30 Delighted
Very satisfied
25
Satisfied
20
Somewhat dissatisfied
15 12 Very dissatisfied
10
10
5
0
0
Delighted Very satisfied Satisfied Somewhat Very
dissatisfied dissatisfied
Satisfaction Level
10 Are your receiving our service reminders regularly ?

TABLE 10

S. No. Features No. of Respondents %


1. Yes 56 56
2. No 44 44
100 100

Inference:

56% of the customers are receiving the service remainders regularly. Whereas

44% of the customers are not receiving the service remainders regularly.

CHART - 10

44%
Yes
56% No

FINDINGS
34% of the customer previously not used any vehicle, 26% used some other

vehicle, 23% used Maruti, 9% used Mahindra and 8% used Toyota.

29% of the customer 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.

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 customers 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 labor 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.

Labor 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.


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

HISTORY from Google


ANNEXURES:

QUESTIONAIRE:-

Name of the customer :

Place :

Ph :

E-Mail :

Vehicle Model :

Vehicle Number :

Address :

1. The Vehicle that you previously used [ ]

a) Maruti b) Toyota c) Mahindra

d) Not used any vehicle e) Some other vehicle

2. What made you to buy this vehicle [ ]

a) Model b) Price c) Quality

d) Brand name e) Other benefits

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 b) Very satisfied c) Satisfied

d) Some what dissatisfied e) Very dissatisfied

5. Is it ease of obtaining appointment i.e., are you satisfied with the

reception of the service advisor. [ ]

a) Delighted b) Very satisfied c) Satisfied

d) Some what dissatisfied e) Very dissatisfied

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

7. How is the attitude of the service personnel [ ]

a) Delighted b) Very satisfied c) Satisfied

d) Some what dissatisfied e) Very dissatisfied

8. Are you satisfied with the facilities of the service station like customer

waiting room etc., [ ]

a) Delighted b) Very satisfied c) Satisfied

d) Some what dissatisfied e) Very dissatisfied

9. Are the services being attended correctly to the relevant complaint [ ]

a) Delighted b) No

10. Are you satisfied with the quality of washing [ ]

a) Delighted b) Very satisfied c) 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 labor 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 b) Very satisfied c) Satisfied

d) Some what dissatisfied e) Very dissatisfied