A

PROJECT REPORT
ON

“TO STUDY CONSUMER SATISFACTION AND SERVICE ANALYSIS

OF ARIHANT TVS IN PHALTAN CITY”

SUBMITTED TO
SAVITRIBAI PHULE PUNE UNIVERSITY
IN PARTIAL FULFILMENT OF THE COURSE
BACHELOR OF BUSINESS ADMINISTRATION
(INTERNATIONAL BUSINESS)

BY

SHUBHAM NILESH GANDHI

B.B.A-IB SEMESTER-VI
ROLL NO – 5116

UNDER THE GUIDANCE OF THE PROJECT GUIDE

PROF.DR. SHRISHTI GANGALAY

MARATHAWADA MITRA MANDAL’S COLLEGE OF COMMERCE

PUNE 411004
YEAR 2018-2019

1
CERTIFICATE

2
 DECLARATION
I hereby declare that the work presented in this project entitled:
“TO STUDY CONSUMER SATISFACTION AND SERVICE ANALYSIS
OF ARIHANT TVS IN PHALTAN CITY”
Was carried out by me under the guidance of PROF.DR.SHRISHTI
GANGALAY From December 2018 to April 2019. This work or any part part of
this work is based on original research and has not been submitted by me to any
University/Institution for the award of any diploma or degree.

Date:
Place: SHUBHAM NILESH GANDHI

3
 ACKNOWLEDGEMENT
I would like to express my sincere thanks to the Savitribai Phule Pune University
and Marathwada Mitra Mandal’s college of Commerce for giving me the
opportunity to prepare and present this report.
“There is a good saying that the work is successfully completed if the person is
guided properly at the right time by the right person”, with that the good
opportunities that we receive as well as the efficient supervision and the most
valuable the internal guidance.
Hereby I would like to express my deep gratitude to our ‘Prof. Dr. Mrs. SHRISHTI
GANGALAY’, who in her busy schedule provided us with full support and
encouragement, her whole hearted co-operation throughout the progress and the
completion of the project and would also like to thank my friends for their
encouragement and direct or indirect support in completion of the project.
Last but not the least I would like to thank our principle for the exposure and
support provided during the project.

SHUBHAM NILESH GANDHI

T.Y.B.B.A (IB)

4
 INDEX
CHAPTER TOPIC PAGE NO
NO
CHAPTER 1 INTRODUCTION 6-9
1.1 OVERVIEW OF THE STUDY 7
1.2 OBJECTIVE OF THE STUDY 8
1.3 SCOPE OF THE STUDY 8
1.4 LIMITATION OF THE STUDY 9

CHAPTER 2 COMPANY PROFILE 10-15

2.1 COMPANY OVERVIEW 11-12
2.2 PRODUCT DETAIL 13-15

CHAPTER 3 REVIEW OF LITERATURE 16-21

CHAPTER 4 RESEARCH METHODOLOGY 22-27

4.1 CONCEPT OF RESEARCH 25
4.2 TYPES OF RESEARCH 25-26
4.3 RESEARCH PROCESS 26-27
4.4 DATA COLLECTION METHODS AND TOOLS
4.5 RESEARCH SAMPLING 27
4.6 RESEARCH GAP 27
4.7 RESEARCH LIMITATION
CHAPTER 5 DATA ANALYSIS AND INTERPRETATION 28-41

CHAPTER 6 FINDINGS, SUGGESTION AND CONCLUSION 42-46

BIBLOGRAPHY 47

PHOTO GALLERY 48

ANNEXURE 49-50

5
 CHAPTER 1
INTRODUCTION

6
 TITLE: CUSTOMER SATISFACTION AND SERVICE ANALYSIS OF
ARIHANT TVS IN PHALTAN CITY

1.1 Overview of the Indian Two Wheeler Industry1:

Automobile industry contributes to be one of the largest industries in India. Being
the leader in product innovation and technological advancements in the
manufacturing sector, it has been recognized as a driver of economic growth.
In the last two to three decades, various actions have been taken by the
Indian Government for bringing automobile industry at such a high level.The
automotive industry in India is one of the largest automotive markets in the world.
It was previously one of the fastest growing markets globally, but it is currently
experiencing flat or negative growth rates. In 2009, Indiaemerged as Asia's
fourth largest exporter of passenger cars, behind Japan,South Korea, and
Thailand, overtaking Thailand to become third in 2010. Asof 2010, India was
home to 40 million passenger vehicles. More than 3.7million automotive
vehicles were produced in India in 2010 (an increase of33.9%), making India the
second fastest growing automobile market in the world (after China).
India's passenger car and commercial vehiclemanufacturing industry
recently overtook Brazil to become the sixth largestin the world, with an annual
production of more than 3.9 million units in2011. From 2011 to 2012, the
industry grew 16-18%, selling around threemillion units. According to the
Society of Indian Automobile Manufacturers,annual vehicle sales are projected
to increase to 4 million by 2016, not 5million as previously projected.
In 2011, there were 3,695 factories producing automotive parts in all of India.
The average firm made US$6 million in annual revenue with profits close
toUS$400 thousand.

1
http://www.streetdirectory.com

7
 1.2 Objective of the study:
1. To know the customer satisfaction level towards services of Arihant TVS.
2. To know the problems presently faced by the customers at Arihant TVS.
3. To study the post sales service performance.
4. To understand the gap between customer expectation and their preferences.

1.3 Scope of the study

From the above study of objective we can find about the demand of TVS Motor
and it will help the consumer to find out the which brand is been more used in
area.
The scope of demand forecasting depends upon the operated area of the firm,
present as well as what is proposed in the future. Forecasting can be at
international level if the area of operation is international. If the firm supplies its
products and services in the local market then forecasting will be at local level.
For making better strategy in future analysing various schemes will help to focus
and plan for better development of revenue .
This study will provide us data and information about various TVS Motor and its
competitive position in the market and this will also help us to analyze the market
potential of various TVS Motor as per consumer needs.
This study provides a full idea about pattern and how customers are getting product
from various brand
How company owners could draw more people to their product if they act upon
customer feedback and the researchers suggestions, which might not cost much.

8
1.4 Limitations of the study
Consumers are not interested to give their opinion about the subject
There are many people don’t know difference between various two wheeler.
In this study we felt that some consumers are not able to recollect their past
experience regarding their Two-wheeler.
With respect to actual population the sample size is too small. This might be effect
the final result.

9
 CHAPTER 2
COMPANY PROFILE

10
2.1Company Overview
2.1.1 Industry Profile
TVS Group was established in 1911 by Shri. T.V. Sundaram lyenger. As one if
India’s largest industrial entities it epitomizes Trust, Value and Service.
TVS Motor Company Limited, the third largest two-wheeler manufacture. In India
and among the top ten in the world, with an annual turnover of over USD 650
million.
The year 1980 is one to be remembered for the Indian two-wheeler industry, with
the roll out of TVS 50, India’s first two-seater moped that ushered in an era of
affordable personal transportation. For the Indian Automobile sector, it was a break
through to be etched in history.
TVS Motor Company is the first two-wheeler manufacture in the world to be
honored with the hallmark of Japanese Quality –The Deming Prize for Total
Quality Management.
TVS Motor Company Limited is one of the largest two-wheeler manufactures and
also among the fastest growing companies in the country. It is the largest
manufacturer of sub 100cc (50cc, 60cc & 70cc category) 2-wheeler in the world.
It has the unique distinction of having sold nearly 4 million the highest ever in
India. It exports its range of products to 17 countries worldwide. Its unrelenting
pursuit of customer satisfaction in all aspects if manufacturing of 2-wheeler is
reflected in over 6 million satisfied owners of mopeds, motorcycles and scooters.
Its 4000 highly motivated employees manufacture high quality vehicles from two
manufacturing plants in Hosur and Mysore, with a wide dealer network of around
410.

11
 2.1.2 Company Profile
Arihant Automobiles is the Authorised Main dealership for TVS Motor
Company. It operates in Phaltan taluka of Satara district. This dealership has8
authorised dealerships working under it. It includesShirwal,
Lonand,Sakharwadi, Waduj, Dahiwadi, Pusegaon, Mhaswad, Adarki. This firm
alsohas newly opened another Authorised Main dealership in the city of Akluj.
Arihant TVS has been serving the customers of Phaltan since 1989. It has
achieved various awards in the fields of quality service, customer
satisfaction, highest market share, innovative marketing strategies, etc.
Currently, it has been awarded 25 years of glorious association with TVS by the
Chairman & Managing Director of the company.
Currently, Arihant TVS has the market share of 23.7 % in the period studied from
April to December 2018. It averaged sales of 255 vehicles per month. It has
achieved second rank in Maharashtra for the market share achievement. The
company sells around 100 TVS Jupiter per month. The organisation has
maintained constant market share between 20-35 % for last ten years. The
dealership also provide quality service to more than 1100 bikes per month. The
organisation strives to provide its customers excellent services by
arranging free service camps, vehicle exchange camps, roadside assistance,
availability of spare parts and by maintaining huge inventory for customers to
select their vehicle
Arihant TVS has very strong principles in its foundations like trust, value
and service. These principles retain the goodwill of the company which in
turn helps to keep the sales number increasing. It has been associated with various
organisations such as Satara District Dealers Association in which it was the
President, which deals with the problems of dealers as well as the customers.
It has associated with various banks such as Shriram Union, HDFC, TVS
Credit, Indusind Bank, Malojiraje Bank, etc. for giving finance to the customers
who can’t buy the vehicle in one go.

12
2.2 Products:

Two Wheelers in India was set up as a joint venture between TVS and Dunlop, UK
in 1960. The company supplies wheels as Original Equipment to all major vehicle
manufacturers in the country. Wheels India is entering into collaboration with
Titan, the world leader in off-highway vehicle wheels relating to earthmoving,
construction and agricultural equipment. Manufacturing Plants are located at
Chennai, Tamil Nadu, Rampur, UP and Ranjangaon, Maharashtra. Wheels India
has a workforce of 100.

a) TVS Victor
Launched TVS Victor, 4-stroke 100 cc motorcycle, in august 2001; India’s first
fully indigenously designed and manufactured motorcycle.
4-Stroke, 125cc, performance motorcycle with VT-I technology.

13
b) TVS Apache: 4-Stroke, 150cc high performance motorcycle.

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

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

14
Moped: -
TVS Xl Super 70 cc: - On road price - 35000
TVS Xl Super Heavy Duty 70 cc:- On road price – 35400

Scooters:
TVS Scooty Pep + 90 cc :On road price - 51900
TVS Scooty Zest 110 cc : On road price - 57200
TVS Wego 110 cc : On road price - 61900
TVS Jupiter 110 cc : On road price - 61400
TVS Jupiter ZX 110 cc : On road price – 64000

Motorcycle :
TVS Sport ks 100 cc : On road price - 46000
TVS Sport Mag ks 100 cc : On road price - 50200
TVS Sport Mag es 100 cc : On road price - 53900
TVS Star city 110 cc : On road price - 57100
TVS Star city Gold Edition 110 cc : On road price - 59270
TVS Phoenix Drum 125 cc : On road price - 64560
TVS Phoenix Disc 125 cc : On road price - 67500
TVS Apache RTR old160 cc : On road price - 82200
TVS Apache RTR old Rear disc 160 cc : On road price - 84400
TVS Apache RTR new 160 cc : On road price - 82800
TVS Apache RTR new Rear disc 160 cc : On road price - 84950
TVS Apache RTR old 180 cc : On road price - 88450
TVS Apache RTR new 180 cc : On road price - 88850

15
 CHAPTER 3
REVIEW OF LITERATURE

16
3.1 concept and Term2
A study on the customers Satisfaction and expectation towards after sales
service of Two wheelers have attached the attention of many researchers in
recent times, When formulating the problem for their study, the researcher
should refer the studies already under taken previously.

Adil Bashir (2013) “Consumer behavior towards online shopping of electronics

in pakistan” in his research identified and got insight into consumer behavior
towards online shopping of electronic goods with respect to Pakistan economy.
Convenient sampling method is used to collect the data from 240 samples with
the help of the questionnaire. The result of the study is the main barrier in the
process of online shopping is the safety issue. People of Pakistan are afraid to
share their personal information and financial information on internet and the
low level of trust on online stores therefore; sellers have to make proper
strategies to increase the customer’s level of trust on them.

SiljaHokkanen (2012) in his study “The impact of in store customer service on

post purchase” analyzed how in store customer service can affect satisfied
impulse purchaser’ post purchase behavior in terms of store returns. The results
of those study revealed that in-store customer service can positively affect
impulse-buyers’ post purchase evaluations of service, and by increasing the
level of in-store service the sales personal can influence the customers’ and
move an initial impulse purchase into a permanent adoption. This in return can
minimize store returns.

2
http://shodhganga.inflibnet.ac.in/bitstream/10603/43142/16/review%20of%20literature.pdf

17
Charles- Henri Gros (2012) in his study “The influence of social media on
consumers during their purchase decision making process” aims to explain how
the influence of social media is reflected on consumers’ purchasing decision-
making process and if this influence differs at the various stages of this process.
Non probability sampling is used for collecting data from 260 consumers. The
research is that the influence of social media also differs depending upon
cultural background such as nationalities. Indeed, the study indicated that
consumers depending on their nationalities appeared more or less influenced by
social media at the various stages of their purchasing decision-making
processes.

WiwatJankingthong and pattanijGonejanart (2012) in their study “Factors

affecting Post purchase behavioural intentions in Tourism sector” analyzed the
relationships of factors affecting post- purchase behavioral intentions in tourism
sector on the basis of the investigated variables from recent relevant literature.
The study identifies the key drivers of post-purchase
behavioral intention as well as their relationships, thus representing a significant
step forward in the explanation of post purchase behavioral intentions. The
synthesis of this study is that factors influencing post-purchase behavioral
intention include the direct effect of CSR, service quality, perceived value and
tourist satisfaction which have a positive relationship with post-purchase
behavioral intention and tourist complaints which have a negative relationship
with post-purchase behavioral intention and the indirect effect of CSR,
designation image, service quality and perceived value on post-purchase
behavioral intention through tourist satisfaction and the indirect effect of
designation image and service quality on post-purchase behavioral intention
through service quality and perceived value, respectively.

18
Sheetal Soni and Abhishek Soni (2012) in their survey “consumer behavior
towards two wheeler bikes” conducted on the consumer of two wheelers (based
on responses from 100 two wheelers users from both urban and rural areas) in
Jodhpur District of Rajasthan. Though the sample size is small, the study brings
out some of the interesting observations about the general attitude of the Indian
consumers towards their purchase decisions and behavior, which could be
broadly applicable to many other consumer products as well. The conclusion of
the study is the consumers expressed high satisfaction with their two wheeler
bikes. Advertising is considered to be powerful medium in the marketing of
automobiles. Amongst the different media that are used, television is the most
effective in influencing the consumers’ buying decisions, keeping in view the
ever increasing “growth rate” of population, prevailing standards of living and
cost of vehicles, two wheelers bikes would continue to dominate the automobile
industry in India.

Vetrivel.T (2012) in his study “Pre-purchase and post purchase behavior of

customers with reference to TVS motors in erode district” analyzed pre-
purchase and post-purchase Behaviour of customers with reference to TVS
Motors in Erode district. This study was carried out for a period of 9 months in
Erode district. The objective of this study is to be identifying the attitude of two
wheelers owners towards TVS Motors. For these purpose 300 two wheelers
owners were taken as sample for the study in order to get the needed
information. The study is a descriptive type and convenient sampling is used.
The data are collected from survey using questionnaire through interview
schedule. From this survey, it was found that TVS vehicles are mainly preferred
for its power & pickup, safely & comfort and design. Performance is a major
factor for purchasing TVS brand. TVS motors has to update its technology to
meet the changing customer needs and preference to cope up with the

19
competitions in the market and adequate steps should be made to increase the
quality in their services for better customer satisfaction.

Mallikarjuna Reddy (2010) in his study “consumer behavior towards two

wheelers motor bikes” This study carried out with the help of the four important
major factors, through this the behavior of the consumer is evaluated. For his
study he selected as 100 samples for data collection. The result of the study is
the consumers mostly prefer Hero Honda bikes. As far as
mileage per litre of petrol is concerned, Hero Honda is ruling the market and
finding favour with the consumers.

S. Saravanan and Prof. N. Panchanatham (2009), in their study they discussed

the essentials for Promotion of a product .The result shows that a customer
considers all factors at the time of purchasing a two wheeler, although majority
of customers give importance to the brand image. This study also describes the
socioeconomic factors which satisfy two wheelers customers and that the
employees and students crave for show room services.

Khor Eng Tatt (2010) in his study “Factors influencing consumers buying
behavior of Luxury branded goods” he conducted to focus on how consumer
buying behavior reacts with regards luxury branded goods. The study also
would like to understand further whether is there any interaction between the
independent variable and moderating variable with the depend variable
(consumer behavior). The details collected from 200 samples through
questionnaire. Result analysis indicated that monthly does not moderate the
interactions between the independent variable, brand Loyalty and dependent
variable, Consumer buying behavior.

20
Jagadeshkumar (June 2005) in his study “A study on customer expectations,
experience and satisfaction level towards services provided at two-wheeler
exchange mela’s with special reference to lotus TVS” Erode. A project report
submitted to Faculty of management sciences.

21
 CHAPTER 4
RESEARCH METHODOLOGY

22
4.1 concept of research

As it is indicated in the title, this chapter includes the research methodology of the
dissertation. In more details, in this part the author outlines the research strategy,
the research method, the research approach, the methods of data collection, the
selection of the sample, the research process, the type of data analysis, the ethical
considerations and the research limitations of the project.

4.2 Types of Research :

Based on the nature of study and its implications research is classified into
different types. Many researchers classify research into various categories based
on various angles of comprehension

1. Applied Research:
It is carried out to find solutions to a real life problem that needs immediate action
or policy decision. It is problem-oriented and action-directed which seeks
immediate and practical results..For example, any market research activity.

2. Qualitative Research :
It refers to a study based on qualitative data in order to get insights into
problems and their solutions. These involves direct observation of behaviouror
going through transcripts or undertaking unstructured interviews and
subsequently analysingthem.For example, interviewing ten CEOs for their
crisis management systems and then analysing the contents of the same.

23
 3. Quantitative Research:
It refers to a study based on quantitative data in order to get an insight into
problems and their solutions. This research study measures variables using numeric
scales and helps in precise measurement of data, for knowing
trends for comparison study.

4. Experimental Research:
A research is conducted by comparing controlled experimental groups and
controlling one or more variable. While the consequence of one variable is
observed the others are assumed constant. Some of these are before and
after studies and with or without control groups, Completely Randomised
Design(CRD), Randomised Block Design (RBD), Latin Square Design (LSD), and
factorial designs,etc.

5. Survey Method:
This is one of the most frequently used methods of gathering information i
applied social research. This process, through interviews, telephone or mail survey
with a view to analyse a given social dilemma and thereafter present the solutions
in the form of recommendations, involves a systematic and comprehensive
study of particular community, organisation, group, etc.It is considered to be
one of the most cost-effective technique. It encompasses measurement
procedures that involve asking questions to respondents. Surveys like
questionnaire or statistical surveys are used to gather data about people, their
thoughts and behaviour.

24
 6. Descriptive Research:
Descriptive research includes facts finding investigation and surveys of
various kinds. Descriptive research or statistical search provides the data
about the population being studied. The main intention is to depict the things in
their present form. It describes the “who,what,when,where and how” of a situation
and not what caused it. Hence, descriptive research or statistical research is
used when the aim is to provide a systematic description that is as factual and
accurate as possible. Often the ex post facto research is used for descriptive
research studies in social science and business studies. Examples: studies on
frequency of shopping, preferences of people, etc.

4.3 Research process

Meetings were held during April and June of 2014 with the executives of the
DMOs mentioned above, so as to gain acceptance of their participation in the
research. More specifically, the researcher came in touch with and asked them to
participate in the research after explaining the nature and the scope of the study. In
general terms the respondents were willing to participate in the research and the
interviews were conducted between May and June of 2014. The discussions took
place at the offices of the executives and lasted approximately 20 to 25 minutes.
During the interviews were mainly kept notes, in order to help the researcher to
analyze the gathered data.

During the conduction of the interview, respondents were free to express their
views even in topics which were not included in the discussed areas which were
mentioned in paragraph 3.5. Finally, it should be noted that the conversations
flowed smoothly and pleasantly.

25
 4.4 Data collection method and tools
For the purposes of this research, in depth survey were used. In surveys , whose
aim is to identify participant’s emotions, feelings, and opinions regarding a
particular research subject., as well as eliminate non-response rates, but survey
need to have developed the necessary skills to successfully carry an survey(Fisher,
2005, Wilson, 2003). What is more, unstructured interviews offer flexibility in
terms of the flow of the survey, thereby leaving room for the generation of
conclusions that were not initially meant to be derived regarding a research subject.
However, there is the risk that the survey may deviate from the pre-specified
research aims and objectives (Gill & Johnson, 2002).
As far as data collection tools were concerned, the conduction of the research
involved the use of semi-structured questionnaire, which was used as an survey
guide for the researcher. Some certain questions were prepared, so as for the
researcher to guide the interview towards the satisfaction of research objectives,
but additional questions were made encountered during the survey.

4.4.1 Sample Design of the study

a) Data Collection
1) Primary Data
The primary data will be collected by directly interacting with the customers with
the help of questionnaires. The primary data such as sales figures willbe collected
from the dealer directly.
2) Secondary Data
The secondary data will be procured from the company’s website,
SIAM,Wikipedia and other trusted websites. The secondary data will also
begenerated from various automobile magazines, journals, etc.
b) Sample size and Sample area
The sample size is of 100 customers and the sample area consists of whole taluka
of phaltan.

26
 c) Sample technique:
The sample technique used will be Simple Random Sampling. It will give the clear
and average idea, as the subjects will be selected randomly

4.5 Research Sampling

The questionnaire is the main instrument for collecting data in survey research.
Basically, it is a set of standardized questions, often called items, which follow a
fixed scheme in order to collect individual data about one or more specific topics.
Sometimes questionnaires are confused with surveys.

4.6 Research Gap

This project helped me as well as the company to find out the real satisfaction of
consumer, this help company to do well. Many researcher have done project on
promotion technique and m arketing strategy but the company owner helped me to
do this research as no one has done still marketing strategy followed by Arihant
TVS company.

4.7 Research Limitations

 Consumers are not interested to give their opinion about the research.
 There are many people don’t know difference between various two wheeler
model.
 In this research we felt that some consumers are not able to recollect their
past experience regarding their Two-wheeler.
 With respect to actual population the sample size is too small. This might be
effect the final result.

27
 CHAPTER 5
DATA ANALYSIS AND INTERPRETATION

28
 Analysis of data
Analysis of data is a process of inspecting, cleaning, transforming, and
modelling data with the goal of discovering useful information, suggesting
conclusions, and supporting decision-making. Data analysis has multiple
facets and approaches, encompassing diverse techniques under a variety of
names, in different business, science, and social science domains.

Data Interpretation
Data interpretation is part of daily life for most people. Interpretation is
the process of making sense of numerical data that has been
collected, analyzed, and presented. People interpret data when they turn on
the television and hear the news anchor reporting on a poll, when they
read advertisements claiming that one product is better than another, or when
they choose grocery store items that claim they are more effective than
other leading brands.
A common method of assessing numerical data is known as statistical
analysis , and the activity of analysing and interpreting data in order to make
predictions is known as inferential statistics . Informed consumers recognisethe
importance of judging the reasonableness of data interpretations and
predictions by considering sources of bias such as sampling procedures or
misleading questions, margins of error , confidence intervals , and incomplete
interpretations.
The lists of recent of TVS motor customers was obtained from the
dealer’s records. The total number consisted of 178 customers of last two
months, among these 100 customers were selected by Simple Random
Sampling method for the study purpose. Hence, the number of respondents
were 100 which have answered all the questions in thequestionnaire.

29
 1. TVS two wheeler model

No. of Respondents Respondents in %

SCOOTY 48 48%
VICTOR 38 38%
FIERO 8 8%
STARCITY 2 2%
CENTRA 4 4%

NO OF RESPONDENT
2

8 4
SCOOTY
48
VICTOR

38 FIERO
STAR CITY
CENTRA

INTERPRETATION:
According to the survey it is found that most of the respondents have
scooty (48%) and victor(38%)and few of respondents have fiero ,starcity
and centra

30
 2. Did the salesperson spend sufficient time with you and explain
everything about the vehicle?

NO OF RESPONDENT YES NO

100 72 28

NO OF RESPONDENT
80

70

60

50

40
NO OF RESPONDENT
30

20

10

0
YES NO

INTERPRETATION:
Most of the respondents(72%) are satisfied with the service of the
salesman and least number of respondents(28%) are not satisfied.

31
 3. Was the vehicle delivered on promised time?

NO OF RESPONDENTS RESPONDENTS IN %
YES 85 85%
NO 15 15%

NO OF RESPONDENT

100

80

60
85 NO OF RESPONDENT
40

20
15
0
YES NO

INTERPRETATION:
To most of the respondents (85%) the vehicle is delivered on promised time.
Only to few of the respondents (15%) vehicle is not delivered on promised
time.

32
 4. Were you offered a test drive during your visit to our showroom?

NO OF RESPONDENTS RESPONDENTSIN %
YES 60 60%
NO 40 40%

NO OF RESPONDENT
0 0

40

YES
60
NO

INTERPRETATION:
60% of the respondents were offered test drive and 40% of
Respondents were not offered the test drive.

33
 5. How do you feel about TVS two wheeler vehicles?

No. of
Respondents Respondents in %
a]excellent 22 22%
b]good 30 30%
c]moderate 18 18%
Satisfactory 24 24%
Unsatisfactory 6 6%

NO OF RESPONDENT

6
22
24 EXCELLENT
GOOD
MODERATE
18 30 SATISFACTORY
UNSATISFACTORY

INTREPRETATION:
According to the survey 30% of the respondents feel good and 24%Of
respondents feel satisfactory and 22% of the respondents feel excellent
18% of respondents feel moderate and 6% of respondents feel
unsatisfactory

34
 6. State the level of satisfaction for the service provided by ARIHANT TVS
showroom?
NO OF PERCENTAGE
RESPONDENTS
COMPLETELY
SATISFIED 8 8%
SATISFIED 34 34%
DISSATISFIED 18 18%

NOT AT ALL SATISFIED 14 14%

NIETHER SATISFIED 26%
NOR DISSATISFIED 26

NO OF RESPONDENT
COMPLETED SATISFIED
8
26 SATISFIED

DISSASTISFIED
34

14 NOT AT ALL SATISFIED

18 NEITHER SATISFIED NOR

DISSATISFIED

INTERPRETATION:
Most of the respondents (34%) are satisfied and 26% of respondents Are
niether satisfied nor satisfied 18% of respondents are dissatisfied14%of
respondents are not at all satisfied and 8% respondents are fully satisfied

35
7. Whether brand name plays important role in purchase of TVS two wheeler?

no of respondents respondents in %
yes 40 40%
no 60 60%

NO OF RESPONDENT

40
YES
NO
60

INTERPRETATION:
Most of the respondents(60%) feel brand name is important 40% of the
respondents feel brand name is not important

36
8.What is the reason behind the purchase of TVS vehicle?
Reason No of respondent Percentage
Mileage 30 30%
Low maintenance 15 15%
Brand name 10 10%
Price 40 40%
Wide range of 5 5%
product

NO OF RESPONDENT

30 MILEAGE
LOW MAINTENANCE
40 BRAND NAME
PRICE

15 WIDE RANGE OF PRODUCT

10

INTERPRETATION:
Most of the respondents feel mileage (30%) price (40%)and low
maintenance (15%) and 10% of respondents feel brandname is
important 05% of respondents feel wide range of respondents is
important

37
 9. When did you owned TVS vehicles?

no of respondents respondents in %
6month 18 18%
1-2years 32 32%
3years 38 38%
3-5years 12 12%

NO OF RESPONDENT

12
18

6-MONTHS
1-2 YEARS
3 YEARS
38 3-5 YEARS
32

INTERPRETION:
38% respondents purchased Vehicles before 3 years 32% of
Respondents purchased before 1- 2 years 18% of respondents Purchased
before 6 months and 12% of respondents purchased before 3 – 5 years

38
10.What are the improvements in service that you need from ARIHANT TVS
Motors?

No of Respondent Percentage
Service in time 32 32
Reliable service 18 18
Well trained 12 12
mechanics
Less labour Charge 38 38

No of respondent
38
40
35 32

30
25
18
20 No of respondent
15 12

10
5
0
Service in Reliable well trained less labour
time service mechanics

INTERPRETATION:
Most of the respondents face the problem of delay in service (32%)And
reliability of services (18%) some of the respondents face problem of
mechanics(12%) and low quality Of spare parts (38%)

39
 10. What are the different problems that you face at the time of service of
your vehicle?

Problems No of respondent Percentage

High price spare part 36 36%
Not easily available 17 17%
Delay in service 39 39%
Low quality 7 7%

No of respondent

36 39
40
30
17
20
10 7
0
No of respondent
high No of respondent
not delay in
price of easily low
spare available service quality
part of spare
part

INTERPRETATION:
Most of the respondents face the problem of delay in service (39%)And
high price of spare parts (36%) some of the respondents face problem of
not easily availability of spares (17%) and low quality Of spare parts (7%)

40
12. How do you rate the overall performance of Arihant TVS?
NO OF PERCENTAGE
RESPONDENT
Very good 16 16%
Good 42 42%
Average 33 33%
Bad 09 09%
Very bad 0 0%

NO OF RESPONDENT
0
9 16

VERY GOOD
33 GOOD
AVERAGE
42 BAD
VERY BAD

INTERPRETATION:
Most of respondents rate the service performance as good (42%) And Average
(33%) some of the respondents rate as very good (16%) And bad (9%)

41
 CHAPTER 6
FINDINGS, SUGGESTIONS & CONCLUSION

42
 FINDINGS

 According to the survey it is found that most of the respondents have scooty
and victor and few of respondents have fiero ,starcity and centra

 Most of the respondents satisfied with the service of the salesman and least
number of respondents are not satisfied.

 To most of the respondents the vehicle is delivered on promised time. Only

to few of the respondents vehicle is not delivered on promised time

 Most of the respondents were offered test drive and few of Respondents
were not offered the test drive

 According to the survey most of the respondents feel good and some Of
respondents feel satisfactory and few of the respondents feel excellent few of
respondents feel moderate and very few of respondents feel unsatisfactory

 Most of the respondents are satisfied and few of respondents Are niether
satisfied nor satisfied some of respondents are dissatisfied ,some of
respondents are not at all satisfied and very few respondents are fully
satisfied

 Most of the respondents feel brandname is important other of the

respondents feel brandname is not important

 Most of the respondents feel mileage price and low maintanance and few of
respondents feel brandname is important ,few of respondents feel widerange
of respondents is important some respondents purchased Vehicles before 3
years 32 of Respondents purchased before 1- 2 years 18 of respondents

43
 Purchased before 6 months and 12 of respondents purchased before 3 – 5
years

 Most of the respondents are need of less labour charges And Service in time
and some of respondents need reliable Service and few of the respondents
need well trained mechanics And availability of Spares .
 Most of the respondents face the problem of delay in service And high price
of spare parts some of the respondents face problem of not easily availability
of spares and low quality Of spare parts .
 Most of respondents rate the service performance as good And Average
some of the respondents rate as very good And bad.
 Most of the respondents are need of increase in number of service stations to
reach maximum number customers
 Most of the respondents have complaint about delay in availability of spare
parts and high price.

44
 SUGESSION
 To fulfill the needs of the respondents Arihant TVS should set new branches
in the Tilakwadi and near JNMC to reach the maximum number customers.
 According to the survey most of the respondents are in the need of the
improvement in providing service in time and less labor charge Arihant TVS
should take action by recruiting well trained service staff and. And
implement machineries to provide service in time.
 To know the problems faced by the customers at the time of post sale service
should conduct free check up camps and collect the feedback of at the time
of service

45
 CONCLUSION

 Most of the respondents are satisfied with the services of ARIHANT TVS
motors.
 Less labour charge and service in time service in time and increase in number
of service station they are three major parameters in demand.
 The sale of scooty and victor are high as compared other vehicles.
 Most of the respondents feel good about TVS two-wheeler vehicles.

46
 BIBLIOGRAPHY

Market Research by Tull and Hawkins

Marketing Management by Philip Kotler

WWW. Tvmotors.com

WWW.tvsvictor.com

www.google.com

47
PHOTO GALLERY

48
 ANNEXURE
QUESTIONNAIRE

Name of customer:
Address:
Mobile number:

1. TVS two wheeler model?

2. Did the salesperson spend sufficient time with you & explain everthing about the
vehicle?

a. Yes b. No

3. Was the vehicle delivered on promised time?

a. Yes b. No

4. Were you offered a test drive during your visit to our showroom?

a. Yes b. No

5. How do you feel about TVS two wheeler vehicle?

a. Excellent b. Good c. Moderate

d. Satisfactory e. Unsatisfactory

6. State the level of satisfaction for the service provided by Arihant TVS?

a. Completely satisfy b. Satisfied c. Dissatisfied

d. Not at all satisfied e. Neither satisfied nor dissatisfied

49
7. Whether brand name plays important role in purchased of TVS two wheeler?

a. Yes b. No
8. What are the reasons to purchase TVS vehicles?

a. Mileage b. Low maintainace c. Price

d. Wide range of product e. Brandname

9. When did you owned TVS vehicle?

a.6 months b. 1-2 years

c. 3 years d. 3-5 years

10. Do you suggest any improvement in Arihant TVS?

11. What are improvements in service that you demand from Arihant
TVS?

a. Service in time b. Reliable service

c. Well trained mechanics d. Less labour charge

12. What are the different problems that you face at the time of service of your
vehicle?

a. High price spare parts b. Not easily available

c. Delay in service d. Low quality of spare parts

13. How do you rate the service performance of Arihant TVS?

a. Very good b. Good c. Average

d. Bad e. Very bad

50