INTRODUCTION

In widespread pleasure are a person’s feelings of satisfaction or unhappiness as a consequence of

comparing products perceived performance relation to his/her expectancies. If the performance
falls quick of expectation, the patron is disappointed. If the overall performance fits the
expectancy consumer is happy. If the performance exceeds the expectation the consumer is
exceedingly glad. Consumer pleasure can't be very tough. After all they either happy with the
offerings or now not. If you don’t you aren't. If it's miles that smooth, then obtaining people's
opinion about how happy they're with quite honest remember.

Consumer pleasure is a marketing tool and a specific cost-added gain. It is frequently perceived
through consumers as essential because the number one service or product your employer gives.
It looks at what is concerned from 3 one-of-a-kind angles; the first is from the view of an
organization wishing to apprehend, and measures, how glad its customer is with the products and
offerings they obtain from it. The 2nd is from the perspective of are search business enterprise
that has been asked to gain feedback from clients and approximately their studies while
managing businesses. Finally it considers the difficulty from the angle of consumers who
participate in surveys, together with both commercial enterprise customers and individuals of
widespread public

MEANING OF CONSUMER SATISFICATION

Consumer delight is a business term, is a measure of how services and products supplied with the
aid of a agency meet or surpass client expectation. It is seen as a key overall performance
indicator within commercial enterprise and a part of the 4 potential of balanced score card.IN a
aggressive market region were companies compete for customers, consumer pleasure is seen as a
key differentiator and increasingly more has turn out to be a key element of business method
patron delight drives a success non-public zone commercial enterprise. High appearing
businesses have evolved principles and techniques for reaching patron satisfaction. This paper
offers a framework or set of thoughts for the use of consumer delight ideas and techniques to
improve the high-quality responsiveness, and opportunity of public quarter privately supplied
services in susceptible groups. The framework recommended that resident who stay in hard
neighborhoods can be supported thru customer delight techniques to end up empowered
individuals.

OBJECTIVES OF THE STUDY

The look at has been below taken in the main to research the Consumer pleasure toward the
patron choice and to recognize the market role of TVS Scooty pep+ regarding the factors
influencing the level of Consumer Satisfaction.

 Togather statistics approximately customer satisfaction towards SCOOTY PEP+ in

Geographic region of Khammam (TS)
 To understand the Consumer belief approximately capabilities, preservation price and
appears of SCOOTY PEP+.
 To realize the Consumer pride about the safety and comfort supplied by SCOOTY PEP+.
 To provide guidelines, in enhancing the Consumer delight and the Company income and
profitability.
 To know the Consumer pride towards the after income provider gives with the aid of
TVS MOTORS.
 To find out how the Company can supply overall fine.
 To discover how agency can appeal to and keep the customers.

Need for measuring Consumer pride.

Consumers are too smooth to lose

 Lets maintain them glad!

 Consumer is the king.
 Marketing begins with the Consumer and ends the Consumer.
 To apprehend the client’s degree of delight.
 To enhance the first-rate of the offerings supplied to them.
 To enhance and apprehend the elements affecting the clients requirements.
 To build Consumer and no longer handiest products.
 Building Consumers isn't a unmarried step exercise however a method.
SCOPE OF CONSUMER SATISFACTION

 To decide standard customer satisfaction with our services or products

 To perceive consumer perceptions of “key areas of weak point” and “key areas of power”
 To degree and prioritize regions wherein improvement will maximum have an effect on
purchaser pleasure
 To pick out key opposition and decide aggressive position
 To determine the extent pricing influences repeat purchaser income
 To broaden a way to measure over time, the impact that elevated client pride has on
repeat patron sale

RESEARCH METHODOLOGY

MEANING OF RESEARCH METHODOLOGY

Research method is a manner to systematically clear up the studies problem. A

researcher has to take a look at the studies hassle together with the good judgment in it for that
the researcher must no longer best regarded the research strategies and techniques however
additionally the methodology. The researcher has to apply particular studies strategies in the
issues and he must also regarded which approach or strategies is applicable or now not in order
that, way, it is essential for the researcher to design his methodology for his issues because the so
may fluctuate from trouble to trouble.

RESEARCH DESIGN

A pattern design is a definite plan for acquiring a pattern from a given populace. It refers
back to the approach or the manner the researcher would adopt in selecting objects for the
sample, sample design may additionally as nicely lay down the wide variety of gadgets to be
protected in the pattern i.E., the size of the sample. Sample layout is decided before records are
accumulated. There are many pattern designs from which a researcher can select. Some design
are highly greater specific and less complicated to use than others. Researcher should pick out
put together pattern layout which need to be dependable and appropriate for his research take a
look at.
QUESTIONNAIRE

The term questionnaire refers to a self-administered system wherein the respondent

himself/herself reads the query and records his/her answers without help of an interviewers. It is
extra extraordinarily dependent and standardized.

TYPES OF DATA USED

The statistics series manner starts offevolved after a studies hassle has been described and
research design plan were chalked out. The records series is in particular of two types.

• Primary data

• Secondary facts

PRIMARY DATA

The number one data are those which can be series a clean and for the primary time and
accordingly happen to be unique in man or woman. The series of primary information is carried
out through oblique conversation with the personnel.

SECONDARY DATA

The secondary data, however, are those which have already been collected through
someone else and that have already been surpassed thru the statistical procedure. Secondary data
series from the statistics maintained by using the human resource branch, web sites and other
records.

SAMPLING

The studies is carried out by considering handiest few gadgets of population is called
sampling. It entails any method the use of a small range of gadgets of pairs of the whole
populace to make end regarding the complete populace. The sampling method adopted in the
present day look at is handy sampling.

SAMPLE SIZE

The sample length for the survey is a hundred and twenty for TVS SCOOTY PEP +with
RANGARAYA MOTORS.
LIMITATIONS OF THE STUDY

 The take a look at has been taken from TVS vehicles of Khammam town and fails to
cowl rest of the districts in the us of a.
 The range respondents are limited to 120 numbers.
 The term of the study is also a major issue.
 Personal bias of the respondents may also act as a quandary inside the have a look at.
 However, there are many TVS showrooms in many towns aside from Khammam
town, the respondents of Khammam city turned into simplest considered for similarly
studies findings.
 INDUSTRY PROFILE

TWO-WHEELER INDUSTRY OF INDIA

Motorized two-wheelers like scooters, small ability bikes and mopeds are very popular a style of
shipping due to their gas performance and ease of use in congested visitors. The number of two-
wheelers offered is numerous instances that of motors. There were 4.75 crore (forty seven.5
million) powered wheelers in India in 2003 as compared with simply 86 lakh (8.6 million)
vehicles.Yamaha, Harley Davidson, Hero Honda, Honda, TVS Motors, Bajaj Auto and Mahindra
2wheeler are the largest two-wheeler businesses in terms of marketplace-proportion. Royal
Enfield, an iconic logo name inside the country, manufactures special versions of the British
Bullet motorcycle which is a classic motorcycle that is nevertheless in manufacturing.

Manufacture of scooters in India began whilst Automobile Products of India (API), set up at
Mumbai and integrated in 1949, started out assembling Innocenti-constructed Lambretta scooters
in India submit independence. They eventually received licence for the Li150 series model, of
which they commenced complete-fledged production from the early sixties onwards. In 1972,
Scooters India Ltd (SIL), a country-run employer based in Lucknow, Uttar Pradesh, offered the
whole manufacturing rights of the remaining InnocentiLambretta version. API has infrastructural
centers at Mumbai, Aurangabad, and Khammam however has been non-operational on account
that 2002. SIL stopped generating scooters in 1998.

Motorcycles and scooters may be rented in many cities. Wearing protective headgear is
obligatory for both the rider and the pillion-rider in most cities.

Indian Two-Wheeler Industry: A Perspective DriptoMukhopadhyay, Associate Fellow,

NCAER1

Automobile is one in every of the largest industries in global marketplace. Being the leader in
product and method technology in the manufacturing region, it's been acknowledged as one of
the drivers of economic increase. During the ultimate decade, nicely¬-directed efforts had been
made to offer a brand new look to the auto policy for realizing the world's full capability for the
financial system. Steps like abolition of licensing, removal of quantitative restrictions and
projects to convey the policy framework in consonance with WTO necessities have set the
industry in a progressive track. Removal of the restrictive surroundings has helped restructuring,
and enabled enterprise to absorb new technologies, aligning itself with the worldwide
improvement and additionally to understand its capability within the us of a. The liberalization
guidelines have caused non-stop boom in opposition which has in the end ended in
modernization in keeping with the worldwide requirements as well as in big cut in fees.
Aggressive advertising with the aid of the auto finance companies have also played a sizeable
function in boosting automobile demand, in particular from the populace within the middle
income group.

Evolution of Two-wheeler Industry in India

Two-wheeler segment is one of the most crucial components of the auto quarter that has passed
through large changes because of shift in coverage environment. The -wheeler industry has been
in lifestyles inside the u . S . A . Due to the fact 1955. It includes 3 segments viz. Scooters, bikes
and mopeds. According to the figures posted through SIAM, the share of -wheelers in car zone in
phrases of devices sold was approximately 8y per cent at some stage in 2003-¬04. This excessive
parent itself is suggestive of the significance of the sector. In the preliminary years, access of
firms, ability enlargement, choice of merchandise together with ability mix and technology, all
important areas of functioning of an enterprise, had been effectively controlled by means of the
State equipment. The lapses inside the gadget had invited sparkling policy options that got here
into being in overdue sixties. Amongst these rules, Monopolies and Restrictive Trade Practices
(MRTP) and Foreign Exchange Regulation Act (FERA) were aimed toward regulating monopoly
and overseas investment respectively. This controlling mechanism over the enterprise led to: (a)
several companies working under minimal scale of performance; (b) under-usage of potential;
and (c) utilization of old era. Recognition of the harmful results of licensing and fettering rules
caused initiation of reforms, which ultimately took a greater prominent shape with the creation of
the New Economic Policy (NEP) in 1985.

However, the essential set of reforms become released inside the 12 months 1991 in response to
the important macroeconomic crisis confronted by way of the financial system. The industrial
guidelines shifted from a regime of regulation and tight manage to a extra liberalized and
aggressive technology. Two foremost effects of coverage changes throughout these years in -
wheeler enterprise had been that the, weaker players died out giving manner to the new entrants
and superior merchandise and a big increase in range of brands entered the market that
compelled the companies to compete on the idea of product attributes. Finally, the 2-¬wheeler
enterprise within the country has been capable of witness a proliferation of manufacturers with
introduction of new technology in addition to increase in variety of gamers.

However, with diverse policy measures undertaken a good way to boom the competition, though
the degree of awareness has been lessened through the years, deregulation of the industry has no
longer in reality ended in higher level of competition.

Growth Perspective

The composition of the two-wheeler enterprise has witnessed sea changes within the post-reform
period.

In 1991, the share of scooters turned into approximately 50 per cent of the full 2-wheeler demand
inside the Indian marketplace.

Motorcycle and moped have been experiencing nearly equal level of stocks in the overall variety
of two-wheelers. In 2013-14, the share of bikes multiplied to seventy 8 consistent with cent of
the whole -wheelers at the same time as the stocks of scooters and mopeds declined to the level
of 16 and 6 according to cent respectively. A clear image of the motorcycle segment's gaining
importance during this period is exhibited by using the Figures 1, 2 and 3 depicting total income,
proportion and annual increase at some stage in the period 1993-94 through 2013-14.
National Council of Applied Economic Research (NCAER) had forecast -wheeler call for at
some point of the length 2012-13 through 2011-12. The forecasts were made the use of
econometric approach at the side of inputs received from a primary survey conducted at 14 prime
towns within the united states of america. Estimations have been based on Panel Regression,
which takes into consideration both time collection and cross phase version in statistics. A panel
data of 16 essential states over a length of 5 years ending 1999 turned into used for the
estimation of parameters. The models taken into consideration a large range of macro-financial,
demographic and socio-financial variables to arrive on the first-rate estimations for exceptional
two-wheeler segments. The projections had been made in any respect India and local degrees.
Different situations had been offered based on one-of-a-kind assumptions regarding the call for
drivers of the 2-wheeler industry. The maximum probable scenario assumed annual increase
price of Gross Domestic Product (GDP) to be 5.5 in step with cent in the course of 2012-13and
changed into anticipated to increase progressively to six.5 in keeping with cent in the course of
2011¬-12. The all-India and location-wise projected increase developments for the bikes and
scooters are provided in Table 1. The call for for mopeds is not presented in this evaluation
because of its already shrinking status as compared to' motorcycles and scooters.

It is critical to keep in mind that the above-stated forecast presents a protracted-term boom for a
period of 10 years. The high increase fee in motorcycle section at gift will stabilise after a certain
factor past which a condition of equilibrium will set the growth direction. Another essential issue
to hold in mind while decoding these boom rates is that the forecast should don't forget the trend
until 1999 and the model could not capture the latest trends which have taken vicinity in last few
years. However, this will now not alter the nearby distribution to a huge volume.

Suggests critical dimensions for the 2-¬wheeler industry. The vicinity-wise numbers of
motorcycle and scooter suggest the destiny market for these segments. At the all India level, the
call for for motorcycles may be nearly 10 times of that of the scooters. The same inside the
western location will be nearly 20 times. It is likewise obtrusive from the desk that motorbike
will discover its primary marketplace in the western region of the u . S ., with a view to account
for greater than 40 in line with cent of its total demand. The south and the north-valuable place
will comply with this. The demand for scooters will be the most in the northern place, if you
want to account for extra than 50 in line with cent of the call for for scooters in 2011-12.

The gift monetary state of affairs of the united states makes the situation brighter for short-term
demand. Real GDP boom was at a excessive degree of seven.4 in keeping with cent during the
primary region of 2004. Both enterprise and the service sectors have proven high boom for the
duration of this era at the rates of 8.Zero and 9.5 according to cent respectively. However,
negative rainfall ultimate year will pull down the GDP growth to some extent. Taking into
account most of these elements along with other leading indicators together with authorities
spending, foreign investment, inflation and export increase, NCAER has projected a median
growth of GDP at 6.7 in keeping with cent at some point of the tenth 5-12 months plan. Its mid-
term forecast shows an anticipated increase of 7.4 consistent with cent in GDP for the duration of
2014-15 to 2016-17. Very these days, IMF has portrayed a sustained worldwide recuperation in
World Economic Outlook. A huge shift has additionally been located in Indian households from
the decrease earnings organization to the center profits group in latest years. The finance
companies are also extra aggressive in their advertising as compared to previous years.

Combining these kinds of elements, one may additionally visualise a higher growth charge in -
wheeler demand than supplied in Table 1, in particular for the motorbike section.

There is a large untapped market in semi-city and rural areas of the us of a. Any strategic making
plans for the 2¬-wheeler enterprise needs to discover those markets with the help of available
statistical strategies. Potential markets may be identified as well as prioritised using those
strategies with the help of secondary information on socio-economic parameters. For the two-
wheeler enterprise, it is also important to become aware of the goal groups for diverse categories
of bikes and scooters. With the formal introduction of secondhand automobile marketplace
through the reputed automobile manufacturers and easy loan availability for brand spanking new
in addition to used motors, the two-wheeler industry desires to upgrade its market facts system to
capture the new marketplace and to preserve its already current markets. Availability of clean
credit for two-wheelers in rural and smaller city regions also calls for extra focussed interest. It is
likewise imperative to initiate measures to make the presence of Indian two-wheeler industry felt
inside the international market. Adequate incentives for promoting exports and putting in of
institutional mechanism such as Automobile Export Promotion Council might be of remarkable
assist for similarly surge in call for for the Indian -wheeler industry.
 COMPANY PROFILE

TVS MOTORS
TVS Motor Company (BSE: 532343, NSE: TVSMOTOR) is the third largest two-wheeler
manufacturer in India. It is the flagship business enterprise of the determine TVS Group
employing over forty,000 people with an envisioned 15 million Consumers. It manufactures
motorcycles, scooters, mopeds and car rickshaws. It is India's handiest two-wheeler corporation
to have gained the Deming Prize awarded for commitment to pleasant manipulate, received in
2002.

HISTORY

TVS Motor strains its origins returned to the entrepreneurial spirit of Trichur Vengaram
Sundaram Iyengar who gave up rewarding careers inside the Railways and in banking to
installation his own enterprise. He began with Madurai's first bus service in 1911 and founded
T.V.SundaramIyengar and Sons Limited, a organisation that consolidated its presence in the
transportation enterprise with a big fleet of trucks and buses under the name of Southern
Roadways Limited.[3] When he died in 1955 his sons took the company ahead with numerous
forays within the car quarter, together with finance, insurance, and manufacture of two-wheelers,
tyres and additives. The institution has controlled to run 33 agencies that account for a combined
turnover of nearly $ 3 billion .

EARLY YEARS

Sundaram Clayton, then the flagship organization, became founded in 1962 in collaboration with
Clayton Dewandre Holdings, United Kingdom. It synthetic brakes, exhausts, compressors and
various other automobile elements. The company installation a plant at Hosur in 1978 to
fabricate mopeds as a part of a new department.[4] A technical collaboration with the Japanese
auto large resulted inside the joint-task In Suzuki Limited in 1982 between Sundaram Clayton
Ltd and Suzuki. Commercial production of motorcycles started in 1984
Suzuki courting

TVS and Suzuki shared a 19 yr long relationship that become aimed toward era transfer to allow
design and manufacture of two-wheelers especially for the Indian marketplace. Rechristened
TVS-Suzuki, the employer introduced out numerous models which include the Suzuki Samurai,
Suzuki Shogun and Suzuki Fiero. Differences in opinion on how to run the joint venture in the
end caused the companions going their separate methods in 2001 with the organisation being
renamed TVS Motor, relinquishing rights to apply the Suzuki name. There was additionally a 30
month moratorium length for the duration of which Suzuki promised now not to go into the
Indian market with competing two-wheelers.Thecompany also were given over a period of
exertions that required Chairman VenuSrinivasan to take difficult measures to resurrect a
company that turned into in a state of turmoil. He might cross directly to spend money on new
technology, nurture in-residence design, and put in force Toyota-style great applications.

Recent

Over the years TVS Motor has grown to be the biggest inside the group, each in terms of size
and turnover, with 4 kingdom of the artwork production vegetation in Hosur, Mysore and
Nalagarh in India and Karawang in Indonesia. TVS Motor is credited with many innovations in
the Indian automobile enterprise, splendid amongst them being the introduction of India's first -
seater moped, the TVS 50cc. The corporation have become the leader in its category of sub one
hundred cc mopeds, having offered 7 million gadgets. It also delivered the TVS Scooty, that is
India's 2d largest logo in the scooterettesegment.The TVS Jive launched in November 2009
became India's first clutch-loose motorcycle aimed toward a stress-unfastened rider revel in
whilst the unisex scooter Wego is targeted at urban couples, offering body-balance generation for
simpler handling.

Awards

TVS Motor won the Deming Application Prize in 2002, becoming the primary and handiest
Indian -wheeler agency to win the award given to groups that do awesome work inside the field
of Quality Management. It is considered to be one of the world's most prestigious quality
awards.The identical 12 months, the paintings performed for the TVS Victor motorcycle
received TVS Motor the National Award for a success commercialization of indigenous
technology from the Technology Development Board, Ministry of Science & Technology,
Government of India. In 2004, TVS Scooty Pep won the 'Outstanding Design Excellence Award'
from BusinessWorld magazine and the National Institute of Design, Ahmedabad.The powerful
implementation of Total Productivity Maintenance practices won TVS Motor the TPM
Excellence Award given with the aid of the Japan Institute of Plant Maintenance in 2008.

TVS Motor has won several control awards, exceptional among them being the Emerging
Corporate Giant in the Private Sector awarded by The Economic Times and the Harvard
Business School Association of India. Business Today magazine offered TVS Motor the Best
Managed Company and the Most Investor Friendly Company awards. Its advertising and
marketing practices gained it the Good Advertising award via Auto India Best Brand Awards
2009. Company Chairman VenuSrinivasan is a recipient of several awards for corporate
excellence which includes the Star of Asia Award by means of Bloomberg BusinessWeek and
the JRD Tata Corporate Leadership Award.The University of Warwick, United Kingdom gave
him an honorary Doctorate of Science degree even as the Government of India commemorated
him with the Padma Shri, certainly one of India's highest civilian distinctions.

Innovative implementation of Information Technology has won TVS Motor the Ace Award for
Most Innovative NetWeaver Implementation in 2007 presented with the aid of era most
important SAP AG and the Team Tech 2007 Award of Excellence for Integrated use of
Computer-aided engineering Technologies. TVS changed into ranked 54th in The Brand Trust
Report posted via Trust Research Advisory

Products:

TVS Victor: 4-Stroke, 125cc, performance motorcycle with VT-I technology.

TVS Apache: 4-Stroke, 150cc high performance motorcycle.

TVS Scooty : 4-Stroke, 90cc scooterette for the new generation.

TVS Centra: 4-Stroke, 150cc premium performance motorcycle.

TVS Star: 4-Stroke, 100cc value for money economy motorcycle for good mileage and
rugged terrain.
 CONSUMER SATISFACTION
Marketing. Several definitions had been proposed for the term advertising and marketing. Each
tends to emphasise different issues. Memorizing a definition is unlikely to be beneficial; in the
long run, it makes extra sense to thinking of approaches to benefit from creating purchaser cost
in the simplest way, issue to moral and different constraints that one may have. The 2006 and
2007 definitions offered by means of the American Marketing Association are notably
comparable, with the 2007 appearing a bit extra concise. Note that the definitions make several
points:

•A major objective of advertising is to create client price.

•Marketing generally includes an change between buyers and dealers or between other events.

•Marketing has an effect at the firm, its suppliers, its customers, and others suffering from the
firm’s alternatives.

•Marketing often involves enduring relationships among shoppers, sellers, and different events.

•Processes concerned consist of “growing, speaking, handing over, and replacing offerings.”

Delivering client fee. The vital idea behind advertising is the idea that a firm or different entity
will create some thing of fee to at least one or extra customers who, in flip, are willing to pay
sufficient (or make contributions other sorts of cost) to make the mission profitable considering
possibility expenses. Value may be created in a number of distinctive ways. Some corporations
manufacture primary products (e.G., bricks) but provide relatively little fee above that. Other
companies make products whose tangible value is supplemented via services (e.G., a laptop
producer provides a laptop loaded with software and offers a warranty, technical help, and
software updates). It isn't important for a firm to bodily cope with a product to add value—e.G.,
online airline reservation structures add fee via (1) compiling information about available flight
connections and fares, (2) permitting the patron to buy a ticket, (3) forwarding billing facts to the
airline, and (4) forwarding reservation facts to the customer.

It ought to be mentioned that price ought to be tested from the factor of view of the customer.
Some purchaser segments value certain product attributes more than others. A very expensive
product—relative to others in the class—can also, in reality, represent great price to a particular
customer section due to the fact the benefits obtained are seen as even more than the sacrifice
made (usually in phrases of cash). Some segments have very precise and particular goals, and
might fee what—to some people—may additionally seem a “decrease quality” item—very
distinctly.

Some forms of client price. The advertising method involves approaches that price may be
created for the consumer. Form utility involves the idea that the product is made available to the
purchaser in some shape this is extra beneficial than any commodities which can be used to
create it. A client buys a chair, for instance, as opposed to the wood and other components used
to create the chair. Thus, the purchaser advantages from the specialization that lets in the
manufacturer to greater efficiently create a chair than the purchaser could do himself or herself.
Place software refers back to the concept that a product made available to the client at a preferred
location is really worth a couple of on the area of manufacture. It is lots more convenient for the
client to have the ability to buy food items in a grocery store in his or her neighborhood than it's
miles to select up those from the farmer. Time utility entails the idea of getting the product made
to be had while needed by using the customer. The patron may additionally buy a turkey some
days earlier than Thanksgiving without having to plot to have it available. Intermediaries take
care of the logistics to have the turkeys—which might be without problems perishable and bulky
to save in a freezer—available while customers call for them. Possession utility involves the idea
that the customer can go to one save and reap a huge collection of goods from exceptional
producers at some point of one buying event. Supermarkets combine meals and different family
objects from a number of distinctive suppliers in one location. Certain “superstores” consisting
of the European hypermarkets and the Wal-Mart “extraordinary facilities” combine even more
objects into one setting.

The marketing vs. The promoting idea. Two processes to advertising exist. The traditional selling
concept emphasizes promoting present products. The philosophy right here is if a product is not
selling, more aggressive measures have to be taken to promote it—e.G., cutting fee, advertising
more, or hiring more competitive (and obnoxious) income-people. When the railroads started to
lose commercial enterprise due to the arrival of more powerful trucks that might deliver items
right to the customer’s door, the railroads reduce fees instead of spotting that the clients
ultimately desired transportation of goods, not necessarily railroad transportation. Smith Corona,
a producer of typewriters, was too sluggish to understand that purchasers desired the capability
to process documents and not typewriters in line with se. The advertising and marketing concept,
in contrast, makes a speciality of getting customers what they are seeking for, no matter whether
this entails arising with absolutely new merchandise.

The 4 Ps—product, region (distribution), advertising, and fee—constitute the variables which are
in the control of the company (at the least inside the medium to long term). In evaluation, the
company is faced with uncertainty from the surroundings.

The Marketing Environment

Elements of the environment. The advertising and marketing environment entails factors that, for
the maximum part, are past the control of the corporation. Thus, the organisation have to adapt to
those elements. It is essential to have a look at how the environment changes so that a company
can adapt its strategies correctly. Consider those environmental forces:

•Competition: Competitors regularly “creep” in and threaten to get rid of markets from
companies. For instance, Japanese automobile producers have become a critical chance to
American car makers in the past due 1970s and early 8ies. Similarly, the Lotus Corporation,
maker of one of the first commercially a success spreadsheets, quickly confronted competition
from other software companies. Note that at the same time as opposition can be irritating for the
firm, it is good for consumers. (In fact, we can come again thus far while we consider the legal
environment).Note that competition these days is increasingly more global in scope. It is
essential to recognize that opposition can take place at exclusive “levels.” At the emblem level,
corporations compete in offering a very comparable product or service. Coca Cola and Pepsi, for
instance, compete for the cola drink market, and United and American Airlines compete for the
passenger air transportation market. Firms also face much less direct—however often very
severe—competition on the product stage. For instance, cola liquids compete in opposition to
bottled water. Products or services can function substitutes for every other even though they're
very extraordinary in form. Teleconferencing centers, for instance, are very one-of-a-kind from
airline passenger transportation, however both can “convey collectively” humans for a
“meeting.” At the budget level, special products or services provide very special blessings, but
shoppers need to make picks as to what they will purchase after they can't afford—or are
unwilling to spend on—both. For example, a family might also determine among buying a brand
new automobile or a high definition television set. The circle of relatives may additionally have
to pick out between happening a foreign holiday or transforming its kitchen. Firms, too, can also
must make choices. The company has the cash go with the flow either to transform its places of
work or deploy a greater power green climate manipulate system; or the firm can choose both to
invest in new product development or in a promotional marketing campaign to increase attention
of its logo amongst clients.

•Economics. Two financial forces strongly have an effect on companies and their clients:

Economic Cycles. Some companies mainly are extraordinarily vulnerable to adjustments inside
the economic system. Consumers generally tend to dispose of shopping for a new automobile,
going out to eat, or constructing new homes in horrific instances. In comparison, in properly
instances, firms serving those desires may additionally have difficulty maintaining up with
demand. One critical point to comprehend is that specific industries are affected to exclusive
tiers by means of adjustments inside the financial system. Although households can cut down at
the exceptional of the meals they buy—going with cheap manufacturers, for instance—there are
limits to the financial savings that may be made without greatly affecting the living widespread
of the circle of relatives. On the alternative hand, it is frequently a lot easier to eliminate the
purchase of a new automobile for a yr or keep off on reworking the circle of relatives domestic.
If need be, firms can keep the modern-day computer systems—despite the fact that they may be
getting a chunk slow—when income are down. The financial system is going through cycles. In
the overdue 1990s, the U.S. Economy was pretty robust, and lots of luxurious items had been
offered. Currently, the economic system fluctuates among growing energy, stagnation, or
moderate decline. Many firms face outcomes of financial downturns. Car makers, as an example,
have seen declining earnings margins (and even losses) as they have needed to reduce costs and
provide low hobby charges on financing. Generally, in right financial instances, there is a
amazing deal of call for, but this introduces a worry of viable inflation. In the U.S., the Federal
Reserve will then attempt to prevent the economic system from “overheating.” This is normally
carried out by means of raising hobby prices. This makes companies less inclined to invest, and
as a result, people generally tend to make less cash. During a recession, unemployment tends to
rise, inflicting clients to spend much less. This may also result in a “awful circle,” with greater
humans dropping their jobs due to reduced needs. Some groups, however, may additionally take
this opportunity to invest in increase now that things may be sold greater cost effectively.

Inflation. Over time, maximum economies revel in some degree of inflation. Therefore, it's
far useful to explicitly country whether or not a connection with money over the years includes
the real dollar (or other foreign money) quantity exchanged at any factor (e.G., one greenback
spent in 1960 and one greenback in 2007) or an “inflation adjusted” determine that “anchors” a
given amount of money to the cost of that money sooner or later in time. Suppose, as an instance,
that cumulative inflation between 1960 and 2007 has been 1,000%--that is, at the common, it
charges ten times as tons to buy the equal factor in 2007 as it did forty seven years earlier. If the
cumulative inflation between 1960 and 1984 were 500%, we should communicate about one
1984 dollar being really worth fifty 1960 cents or 2007 bucks. It is crucial to observe that
inflation is uneven. Some items and offerings—along with health care and college training—are
presently growing in fee plenty higher than the average rate of inflation. Prices of computer
systems, sincerely decline both in absolute numbers (e.G., a mean laptop price $1,000 365 days
and then is going for $800 years later) and in phrases of the cost for cash paid as soon as an
adjustment has been made for the development in first-rate. That is, years later, the laptop has
now not only declined in fee with the aid of 20%, however it could also be 30% higher (based on
an index of velocity and different overall performance elements). In that case, then, there has
surely been, over the period, a net deflation of 38.5% for the category.

Political. Businesses are very at risk of changes in the political state of affairs. For example,
due to the fact patron companies lobbied Congress, extra stringent rules had been made on the
terms of car rentals. The tobacco enterprise is presently the target of a lot terrible interest from
authorities and public interest businesses. Currently, the preference to avoid helping the enemy
might also bring about legal guidelines that make it greater difficult for American corporations to
export goods to other countries. Many industries have a robust financial interest in regulations
that advantage the industry may have a negative impact on the kingdom as an entire however
decorate income for the enterprise. For instance, rules that restrict the amount of sugar that can
be imported into the USA is predicted to fee each American approximately $10.00 a yr. The total
increase in earnings to the sugar industry is tough to estimate due to the fact many of the massive
manufacturers of refined sugar are privately held agencies, however it's miles in all likelihood
that the internet advantage to the enterprise is as a whole lot as the more or less $3 billion lost by
using Americans a whole. However, the hobbies of the industry are a whole lot greater
concentrated. The industry can rally its stockholders, unions and employees, and suppliers (e.G.,
fertilizer producers and manufacturers of sugar cane processing equipment) collectively to foyer
for their unique interests. In turn, the industry can be part of forces with other agricultural
interests which each support every other’s applications.

• Legal. Firms are very liable to converting legal guidelines and changing interpretations
by means of the courts. Firms inside the U.S. Are very at risk of court cases. McDonald’s, for
instance, is presently being sued through folks who declare that ingesting the chain’s hamburgers
precipitated them to get fat. Firms are appreciably restrained in what they are able to do by using
diverse laws—a few legal guidelines, as an instance, require that disclosures be made to
purchasers at the effective hobby rates they pay on merchandise offered on installment. A in
particular interesting institution of laws relate to antitrust. These laws essentially exist to sell
honest opposition among firms. We will remember such laws whilst we cover pricing later inside
the time period.

• Technological. Changes in technology might also appreciably have an impact on the call
for for a product. For instance, the advent of the fax gadget turned into bad information for
Federal Express. The Internet is a main hazard to tour dealers. Many report shops were wiped out
of business by means of the trend toward downloading songs (or illegally “ripping” songs from
buddies’ CDs—an act to which even the President of america has confessed). Although
technological alternate eliminates or as a minimum significantly diminishes some markets, it
creates possibilities for others. For example, despite the fact that Federal Express has lost a large
amount of enterprise from files that may now be faxed or sent by using the Internet as opposed to
having to be physically shipped, there has been a massive increase in call for for programs to be
introduced in a single day or “2d day air.” Just-in-time manufacturing strategies, in addition to
on-line income, have dramatically extended the marketplace for such shipments. Online web
sites which include eBay now makes it possible to sell strong point products that, inside the
antique days, could were hard to distribute. Although it has been possible for more than one
hundred years to sell products by using catalog, consumers of those strong point merchandise
frequently had no smooth get right of entry to to the catalogs.
• Social: Changes in customs or demographics substantially impact companies. Fewer
infants these days are being born, resulting in a reduced call for for child meals. More women
paintings outdoor the house these days, so there may be a greater demand for prepared
ingredients. There are more single singles nowadays. This offers opportunities for some
companies (e.G., fast food eating places) however creates problems for others (e.G., producers of
excessive high-quality fixtures that many human beings get rid of buying till marriage). Today,
there are greater “combined” households that result as parents remarry after divorce. These
households are regularly strapped for cash but can also require “reproduction” items for children
at every determine’s house.

Consumer delight, a time period frequently utilized in marketing, is a measure of the way
products and services provided via a agency meet or surpass Consumer expectation. Consumer
pride is defined as "the wide variety of Consumers, or percentage of overall Consumers, whose
stated enjoy with a company, its products, or its services (ratings) exceeds particular pride
goals." In a survey of nearly 2 hundred senior advertising managers, seventy one percentage
replied that they discovered a Consumer satisfaction metric very useful in dealing with and
monitoring their agencies.

It is visible as a key overall performance indicator within enterprise and is often a part of a
Balanced Scorecard. In a aggressive marketplace wherein corporations compete for Consumers,
Consumer satisfaction is seen as a key differentiator and more and more has come to be a key
element of enterprise method.

"Within agencies, Consumer pleasure scores could have powerful results. They recognition
employees on the significance of pleasing Consumers’ expectations. Furthermore, whilst these
ratings dip, they warn of issues that can have an effect on income and profitability. . . . These
metrics quantify an essential dynamic. When a emblem has loyal Consumers, it gains positive
word-of-mouth advertising, which is each unfastened and pretty effective."

Therefore, it's miles vital for businesses to successfully control Consumer delight. To have the
ability do this, companies want reliable and consultant measures of satisfaction.
"In studying delight, firms generally ask Consumers whether their services or products has met
or passed expectancies. Thus, expectancies are a key factor in the back of delight. When
Consumers have excessive expectations and the truth falls short, they'll be dissatisfied and could
probable fee their revel in as much less than enjoyable. For this reason, a luxury hotel, as an
example, might receive a lower pleasure rating than a price range motel—even though its
facilities and service might be deemed advanced in 'absolute' phrases."

The significance of Consumer delight diminishes while a company has improved bargaining
strength. For instance, cellular cellphone plan companies, which includes AT&T and Verizon,
participate in an industry this is an oligopoly, wherein only a few suppliers of a certain service or
product exist. As such, many cellular smartphone plan contracts have a number of satisfactory
print with provisions that they could by no means break out if there have been, say, one hundred
mobile cellphone plan carriers, due to the fact Consumer satisfaction might be manner too low,
and Consumers could effortlessly have the option of leaving for a better agreement provide.

There is a considerable frame of empirical literature that establishes the advantages of Consumer
pleasure for companies.
DATA ANALYSIS AND INTERPRETATION

TABLE NO 1: TYPES OF CONSUMERS

Description No. of. respondents Percentage of Respondents (%)

Students 56 47

Retired 4 3

House Wife 20 17

Others 40 33

Total 120 100

CHART NO: 1 TYPE OF CONSUMERS

INTERPRETATION:

From the above desk we will see that 47% of college students are the usage of scooty pep+ and
33% consists of others which can be said as employed, professionals and many others. And 33%
of different population uses, 17% of housewives uses and 3% retired populace.

Thus we will finish most people of populace who are college students makes use of scooty pep+.
TABLE NO 2: FACTORS CONSIDERED WHILE PURCHASE

Description No. of. Respondents Percentage of Respondents (%)

Mileage 44 37

Fashion 36 30

Price 24 20

Others 16 13

Total 120 100

CHART NO: 2 FACTORS CONSIDERED WHILE PURCHASE

40 37
35
30
Respondents

30
Percentage

25
20 20
(%)
of

15
13
10
5
0
Percentag of Respondents (%)
Mileage
Fashion
Price
Others

INTERPRETATION:

The above desk indicates that37% of respondents take into account mileage on buy,30% consider
style and 20% recollect price and 13% bear in mind different factors.

Thus we are able to conclude majority of the respondents remember mileage on their buy.
TABLE NO3: CONSUMER’S PERCEPTION ON BRAND OF TWO WHEELERS

Description No. of. respondents Percentage of Respondents (%)

Activa 20 17

Access 0 0

Scooty Pep+ 80 66

Others 20 17

Total 120 100

CHART NO 3: CONSUMER’S PERCEPTION ON BRAND OF TWO WHEELERS

17 17
Respondent
Percentage

0
s (%)
of

Activa
Access
66 Scooty Pep+
Others

INTERPRETATION:

The above desk indicates that 17% of the population perceives Activa and 66% of population
perceives Scooty Pep+ and 17% are the others.
TABLE NO: 4 BASIS OF PURCHASE

Description No. of. respondents Percentage of Respondents (%)

Cash 64 53
Credit 12 10
Hire Purchase 32 27
Others 12 10
Total 120 100

CHART NO 4: BASIS OF PURCHASE

10
Percentage of Respondents

27
(%)

53

Cash
Credit
10
Hire Purchase
Others

INTERPRETATION:

The above desk shows that 55% people purchase on cash basis and 27% of
respondents purchase or lease purchase 10% respondents buy on credit score foundation and
10% on other ways.

Thus we can conclude fifty 3% of humans do purchase on cash foundation.

TABLE NO: 5 LEVEL OF SATISFACTION TOWARDS MILEAGE

Description No. of. respondents Percentage of Respondents (%)

Highly Satisfied 24 20
Satisfied 80 67
Disappointed 16 13
Not Satisfied 0 0
Total 120 100

CHART NO: 5 LEVEL OF SATISFACTION TOWARDS MILEAGE

70

60
Percentage of
Respondents

50

40
(%)

67
30

20

10 20

0 13
Percentag of Respondents (%)
0

INTERPRETATION:

From the above table we are able to discover sixty seven% respondents are satisfied with the
mileage, 20% are satisfied and 13% of the human beings are upset.

Thus we will say handiest 20% of respondents are distinctly happy.

TABLE NO:6 CONSUMERPREFERENCES TOWARDS SCOOTY PEP+

Description No. of. respondents Percentage of Respondents (%)

Service Quality 28 23
Special Feature 28 23
Safety 8 7
Light w8 56 47
Total 120 100

CHART NO 6: CONSUMER PREFERENCES TOWARDS SCOOTY PEP+

60
Percentage of Respondents (%)

47
40
23
23
20
7
0
Service Quality
Specail Featur
Safety
Light weight
Percentag of Respondents (%)

INTERPRETATION:

The above table suggests that 47% respondents choose mild w8 as a special characteristic, 23%
of respondents opt for due to carrier first-rate and unique function and 7% prefer due to it’s
protection.

Thus we can finish forty seven% of respondents decide upon because of it’s light w8 and it plays
an critical role.
TABLE NO: 7 Intellectual Capital Of Consumer Service Representatives

Percentage of Respondents
Description No. of. Respondents (%)

Yes 100 83

No 20 17

Total 120 100

CHART NO: 7 Intellectual Capital Of Consumer Service Representatives

17
Respondent
Percentage

s (%)
of

Yes
83
No

INTERPRETATION:

The above table shows that 83% of respondents say YES and 17% say NO.

From this we will say that the purchaser carrier representative is informed however no longer
notably knowledgeable.
TABLE NO: 8Campaigning Power Of Consumer Service Representative

Description No. of. respondents Percentage of Respondents (%)

Good 60 50

Very Good 8 7

Average 44 36

Below
Average 8 7

Total 120 100

CHART NO: Campaigning Power Of Consumer Service Representative

7
Respondent
Percentage

50
36
s (%)

7
of

Good
Very Good
Average
Below Average

INTERPRETATION:

The desk suggests 50% of respondents said its excellent and 36% says common and beneath and
superb is best 7%.

Thus we will finish the communication degree of the consumer provider consultant isn't always
up to speed.
TABLE NO: 9 FACTORS INFLUENCING SCOOTY PEP+ FROM OTHERS

Description No. of. respondents Percentage of Respondents (%)

Horn 12 10
W8 52 43
Colour 40 34
Others 16 13
Total 120 100
CHART NO: 9 FACTORS INFLUENCING SCOOTY PEP+ FROM OTHERS

13 10
Respondents (%)
Percentage of

34
43
Horn
Weight
Colour
Others

INTERPRETATION:

The above desk indicates the forty 3% of respondents says that w8 of the scooty have an effect
on them, 34% is colour, thirteen% others and 10% horn.

Thus light w8 is the special feature of scooty pep+ and it draws the client very a great deal.
TABLE NO10: RESPONDENTS IN SWITICHING OF BRANDS FROM SCOOTY PEP+

Percentage of Respondents
Description No. of. respondents (%)
Yes 88 73
No 32 27
Total 120 100

CHART NO 10 : RESPONDENT SWITCHING BRANDS FROM SCOOTY PEP+

80

70
Percentage of Respondents

60

50
(%)

40 73
30
20
10 27
0

Yes
No
Percentage of Respondents (%)

INTERPRETATION:

The desk indicates 73% of purchasers do switch brands and 27% of purchasers do no longer
transfer brands.

From this we will conclude there are people who exchange from the bike they're the usage of
even scooty pep+ from the motorbike they're the use of even scooty pep+ or others
TABLE NO 11: MEDIA IMPRESSED THE RESPONDENTS TO BUY

Description No. of. Respondents Percentage of Respondents (%)

Television 56 47
News Paper 36 30
Internet 12 10
Banners 16 13
Total 120 100

CHART NO: 11 MEDIA IMPRESSED THE RESPONDENTS TO BUY

47
50
40
Percentage of
Respondents

30
30
20
10 13
(%)

10
0
Television Percentage of Respondents (%)
News
Internet
Paper Banners

Percentage of Respondents (%)

INTERPRETATION:

This table indicates that 47% of the humans were given to buy via television, 30% of human
beings thru newspaper, 10% of human beings via internet and 13% through banners.

Hence the television has acted as a quality medium thru which the clients desired to buy the
vehicle.
TABLE NO 12: CHANGING LEVEL OF SCOOTY PEP + WITH LAUNCH OF NEW
VEHICLE

Description No. of. respondents Percentage of Respondents (%)

Yes 36 30

No 84 70

Total 120 100

CHART NO 12: CHANGING LEVEL OF SCOOTY PEP + WITH LAUNCH OF NEW

VEHICLE

70
70

60
Respondents (%)
Percentage of

50

40
30
30

20

10

0 Percentage of Respondents (%)

Yes
No

INTERPRETATION:

Out of one hundred twenty respondents 30 % of the population has agreed that they wouldn’t
mind converting the vehicle while rest of the populace i.e. 70 % could thoughts changing their
car.
TABLE NO 13: LEVEL OF SATISFACTION OF THE SCOOTY PEP +

Description No. of. respondents Percentage of Respondents (%)

Good 68 57

Satisfied 36 30

Disappointed 16 13

Average 0 0

Total 120 100

CHART NO 13: LEVEL OF SATISFACTION OF THE SCOOTY PEP +

60 57

50
Percentage of
Respondents

40
30
30
(%)

20
13
10

0 0
Percentage of Respondents (%)

INTERPRETATION:

This desk certainly shows that 57% of the respondent feels that the overall performance of the
scooty is ideal. Whereas 30% of the respondents feel glad and 13% have disenchanted with the
performance of the scooty.
TABLE NO 14: FREQUENCY TO SERVICE

Description No. of. respondents Percentage of Respondents (%)

Every Two Months 12 10
Every Four Months 32 27
Every Six Months 28 23
When Required 48 40
Total 120 100

CHART NO 14: FREQUENCY TO SERVICE

10
Percentage of
Respondents

40
(%)

27

Every Two Months

Every Four Months
Every Six Months
23
When Required

Interpretation:

This table says that 10% of the respondents take their scooty to provider once in every two
months, 27% of the respondents take each 4 months and 23% takes service every 6 months and
final 40% whilst required.
TABLE NO 15: MODE OF SERVICING THE SCOOTY PEP +

Description No. of. Respondents Percentage of Respondents (%)

Authorized Dealer 76 63

Near By Shop 24 20

Self Service 8 7

Others 12 10

Total 120 100

CHART NO 15: MODE OF SERVICING THE SCOOTY PEP +

20
Percentage of
Respondents

7
(%)

17

10
63
Authorized Dealer
Near By Shop
Self Service
Others

INTERPRETATION:

This table suggests that sixty 3% of the respondent provider their scooty from the authorized
provider, 20% of the respondent from nearby mechanic keep, 7% do self service and 10% from
the other provider centre.
TABLE NO 16: SATISFACTION LEVEL TOWARDS CC POWER OF SCOOTY PEP+

Description No. of. respondents Percentage of Respondents (%)

Yes 100 83

No 20 17

Total 120 100

CHART NO: 16 SATISFACTION LEVEL TOWARDS CC POWER OF SCOOTY PEP+

Respondents (%)
Percentage of

100 83

50

17
0
Percentage of Respondents (%)
Yes Percentage of Respondents (%)
No

INTERPRETATION:

The above table suggests that 8y 3% of customers are glad with the CC strength of scooty
and handiest 17% are disillusioned. From this we can finish the CC power is likewise most
important aspect for the principle buy.
TABLE No 17: RESPONDENT’S INTEREST TOWARDS SALES PROMOTION

Description No. of. respondents Percentage of Respondents (%)

Test Ride 48 40

Contest 20 17

Exchange 28 23

Others 24 20

Total 120 100

CHART No 17: RESPONDENT’S INTEREST TOWARDS SALES PROMOTION

40
40
35
Percentage of

30
Respondents

25 23
20 17 20
(%)

15
10
5
0
Percentage of Respondents (%)
Test Ride
Contest
Exchange
Others

INTERPRETATION:

From the above desk we will see that the check ride plays a important position that is forty%,
contest is 17%, exchanges are 23% and others are 20%.

So the consumers are awaiting take a look at experience while creating a buy and this is a superb
income promotional issue.
TABLE NO 18: CONSIDERATION OF COLOUR FACTOR IN PURCHASE

Description No. of. respondents Percentage of Respondents (%)

Yes 108 90

No 12 10

Total 120 100

CHART NO 18 : CONSIDERATION OF COLOUR FACTOR ON PURCHASE

90
90

80
Respondents (%)

70
Percentage of

60

50

40

30

20
10
10
Percentage of Respondents
0 (%)

Yes
No

INTERPRETATION:

The above table shows that 90% of the clients do not forget specially coloration additionally of
their buy. Only 10% do now not remember shade in their purchase.

Thus, we can conclude the colour levels are true in TVS Scoot Pep+.
TABLE NO 19: RESPONDENT’S OPINION ABOUT MODE OF ADVERTISEMENT

Description No. of. respondents Percentage of Respondents (%)

Pamphlets 16 13

TV 68 57

Outdoors 20 17

Banners 16 13

Total 120 100

CHART NO 19 :RESPONDENT’S OPINION ABOUT MODE OF ADVERTISEMENT

13 13
Percentage of
Respondents

17
(%)

Pamplets
TV
57 Outdoors
Banners

INTERPRETATION:

This table shows that fifty 5% of the population find Television is the first-rate media of
commercial. 13% of populations have chosen pamphlets, 17% says outdoors.

Thus, television is straightforward and most attractive and effective tool for advertisement. So
we can conclude television is the powerful media to put it on the market.
TABLE NO 20: SATISFACTION OF SERVICE PROVIDED BY TVS MOTORS TOWARDS
SCOOTY PEP +

Description No. of. respondents Percentage of Respondents (%)

Good 40 33
Satisfied 44 37
Average 36 30
Disappointed 0 0
Total 120 100
CHART NO 20 : SATISFACTION OF SERVICE PROVIDED BY TVS MOTORS
TOWARDS SCOOTY PEP +

30
Respondents (%)

33
Percentage of

Good
Satisfied
37 Average
Disappointed

INTERPRETATION:

From the above table we will see 37% of the populations are glad with the TVS MOTORS
Service, 33% says appropriate and 30% says average. There isn't any a whole lot distinction with
all of the factors. So TVS MOTORS ought to improve of their servicing too.
TABLE NO 21: EFFECTIVENESS IN DEALING WITH THE CONSUMERS

Description No. of. respondents Percentage of Respondents (%)

Rank 1 56 47
Rank 2 44 37
Rank 3 16 13
Rank 4 4 3
Total 120 100

CHART NO 21: EFFECTIVENESS IN DEALING WITH THE CONSUMERS

50

40
Respondents (%)
Percentage of

30

47
20
37

10
13 Percentage of Respondents (%)

3
0
Rank 1 Rank 2 Rank 3 Rank 4

INTERPRETATION:

The above table indicates that the responsiveness of RANGARAYA TVS MOTORS in
managing the consumers is forty seven% which were given the Rank 1. 37% of the population
gave Rank 2 and 13% says Rank 3, 3% gave Rank 4.

Thus, the showrooms should improve of their handling purchaser as it has no longer even 50% of
pleasure with the consumer.
TABLE NO 22: LEVEL OF SATISFACTION TOWARDS SERVICE PROVIDED BY TVS
MOTORS

Description No. of. Respondents Percentage of Respondents (%)

Definitely Yes 20 17
Yes Generally 64 53
Average 36 30
Below Average 0 0
Total 120 100

CHART NO 22: LEVEL OF SATISFACTION TOWARDS SERVICE PROVIDED BY

TVS MOTORS

60
53
50
Percentage of
Respondents

40

30
(%)

30
17
20

10

0 0 Percentage of Respondents (%)

Definitely
Yes
Yes Average
Generally Below
Average

INTERPRETATION:

The above desk indicates that the 17% of the population simplest getting their anticipated service
and 53% get regular and 30% says it is simplest average.

Thus, this once more impose that TVS MOTORS have to improve of their client offerings.
TABLE No 23: OPINION ABOUT RATING THE SERVICE PROVIDED BY TVS MOTORS

Description No. of. respondents Percentage of Respondents (%)

Excellent 8 7

Good 88 73

Fair 24 20

Poor 0 0

Total 120 100

CHART NO 23: OPINION ABOUT RATING THE SERVICE

PROVIDED BY TVS MOTORS

80 73
Percentage of
Respondents

60

40
(%)

20 7 20

0
0
Excellent Percentage of Respondents…
Good
Fair
Poor Percentage of Respondents (%)

INTERPRETATION:

This table means that 73% says correct and wonderful is handiest 7% so the purchasers are
getting a terrific provider from the TVS AKHAYA MOTORS which is not giving a terrible
service.
TABLE NO 24: RECOMMENDATION OF SCOOTY PEP + TO OTHERS

Description No. of. Respondents Percentage of Respondents (%)

Yes 84 70

No 36 30

Total 120 100

CHART NO 24 : RECOMMENDATION OF SCOOTY PEP + TO OTHERS

Percentage of
Respondents
(%)

30
No
Yes 70
0
20 Percentage of Respondents (%)
40
60
80

INTERPRETATION:

The above desk indicates that 70% populations are willing to shop for TVS Scooty Pep+ again
and 30% do now not choose. This implies that the scooty still has a good photograph and suitable
function within the marketplace.
 FINDINGS
From this survey we determined that most of the consumers are the students and housewives.

It is determined that maximum of the purchasers are considering shade of their buy.

The majority of the consumers purchase their car in the mode of cash due to the fact on credit
score foundation the EMI is charged high.

It is determined that the w8 of the vehicle performs a crucial role due to the fact it's miles very
easy to handle.

The clients are encouraged by means of the take a look at drive earlier than the purchase.

Most of the clients are looking ahead to true service from the TVS carrier facilities within the
close to destiny.

Consumers are glad with the CC energy of Scooty Pep+.

It has been located that the Television is the powerful media through which they may be aware
of TVS bikes.

It has been discovered that switching of brands are much less.

The consumers have stated that the communique and responsiveness of the TVS patron provider
representative is average

The patron has counseled that the transport of automobile have to be quicker.

The survey also says that the overall performance of the scooty is good and satisfactory.
 RECOMMENDATION AND SUGGESTIONS
The Company need to preserve developing cognizance thru mass media because it has the
maximum response.

It is recommended that the provider must also be correct in TVS service centres.

The sale promotional activities should also be greater attractive in order that it increases the
income.

The time period for the shipping of the vehicle ought to be reduced.

They must pay attention more on the servicing element.

It is recommended that the shopping for technique should be made less complicated.
 CONCLUSION
Consumer satisfaction is an important component for figuring out the fulfillment of the products.
Satisfaction is a sort of stepping far from an enjoy and comparing it. One should have a
gratifying revel in that brought about dissatisfaction despite the fact that satisfying, it turned into
no longer as pleasant because it changed into supposed or predicted to be. So pleasure or
dissatisfaction isn't an emotion it's far the evaluation of the emotion. Thus, through purchaser
delight the Company or a manufacturer can seize the capacity market leading to the top.
 BIBLIOGRAPHY
MARKETING MANAGEMENT (2002 EDITION) – PHILIP KOTLER

STATISTICAL METHODS (thirtieth EDITION) – S.P GUPTA

www.Scribd.Com

www.Google.Com

www.Wikipedia.Com
 ANNEXURE
A STUDY ON CONSUMER SATISFACTION TOWARDS SCOOTY PEP+ WITH
RANGARAYA MOTORS

QUESTIONNAIRE

NAME: PLACE:

AGE:

GENDER:

OCCUPATION:

1) Type of Consumer

Students Retired

House other halves Others

2) The elements that you don't forget while creating a buy?

Mileage Fashion

Price Others

3) The logo of wheelers do you purchase

Activa Access

Scooty Pep+ Wego

4) On what foundation you buy your car?

Cash Credit

Hire Purchase Others

5) Are you glad with the mileage of Scooty Pep+ Satisfied?

Highly happy Satisfied

Disappointed Not happy

6) Your desire closer to TVS scooty PEP+?

Service exceptional Special feature

Safety Light w8

7) Was the highbrow capital of patron carrier representative beneficial?

Yes No

8) Was the campaigning energy of client service representative suitable?

Good Very Good

Average Below Average

9) Differentiate TVSScooty PEP+ from different scooters

Horn W8

Colour Others

10) Do you switch brands?

Yes No

11) The media inspired you to enter into TVS vehicles

Television News Paper

Internet Banners

12) Would you want to trade your Scooty?

Yes No

13) Your opinion about the overall performance of the scooty

Good Satisfied

Disappointed Average
14) How frequently do you provider your scooty?

Every months Every 4 months

Every six months When required

15) Where do you service your scooty?

Authorized dealer close to byshop

Self carrier others

16) Are you satisfied with the CC power of TVS Scooty Pep+?

Yes No

17) Rank the type of income advertising that you accept as true with is the quality (Rank 1-2-3)

Test experience Contest

Exchange Others

18) Do you don't forget the colour to your buy?

Yes No

19) Rank the media that might be effective for commercial

Pamplets TV

Outdoors Banners

20) The service of Scooty Pep+ in TVS Motors

Good Satisfied

Average Disappointed

21) Rate our responsiveness in dealing with you

Rank 1 Rank2

Rank 3 Rank 4
22) Do you get the provider you need from TVS MOTORS?

Definitely yes Yes Generally

Average Below average

23) Kindly price the predicted provider you received

Excellent Good

Fair Poor

24) Will you buy TVS Scooty Pep+ once more?

Yes No

25) Kindly supply your precious tips__________________________________________

____________________________________________________________________________