OBJECTIVES

 To knows the customer perception towards services of TVS.

 To knows the problems presently faced by the customers at TVS.
 To study the post sales service performance.
 To know the new area of improvement. To study the pre-purchase and post-
purchase behavior of customers of TVS Motors .
 To study the factors affecting the purchase behavior of customers.
 To study the satisfaction level of customers towards various attributes /
features of TVS Motors.

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 INTRODUCTION

Two-wheelers are one of the most versatile forms of transportation. The adaptive
ability of a motorised two-wheeler can be characterised by its usage. Its use could
vary from being used just for commute from point A to Point B. Quickly transport
small packages of goods through the cramped bazaar streets. A fast ride to catch
the school/college bus, or even a brief trip to purchase vegetables. The sheer
pleasure of riding a motorbike with the wind blowing on your face, while on a
pleasure ride is one of the most compelling reason to own a two-wheeler.

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In India, the three top reasons for ownership of a two-wheeler are:

 low cost of ownership and maintenance

 compact size and

 ease of learning and use

Under the provisions of the Motor Vehicle Act, 1988, the eligibility for a Learners’
License for a motor vehicle of 50 cc of engine capacity without gear is 16 years,
and Permanent License is 18 years and above. In India, one can witness commuters
across all age groups using motorised two-wheelers. Owing to the growing
population and ever increasing traffic congestion in the urban cities, two-wheelers
are the most popular and convenient choice for transport.

 History of Two wheeler industry in India

The Indian two-wheeler industry since its beginning, has evolved many folds
in technology and, in the numbers being manufactured and produced. It has
seen tremendous growth in about half a century, in comparison to other
countries where two-wheelers are a major component of transportation. The
inception of the industry dates to 1955, when the first ‘350 cc Bullet’ bikes
were commissioned by the Indian army. The rough terrains and harsh
conditions with narrow passage-ways needed strong motorcycles for the
Western and Northernmost regions of India. These bikes were manufactured
by the ‘Royal Enfield’ company of the United Kingdom and assembled in
Chennai.

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  Indian Two-Wheeler Industry in the Global Scenario
The global market for two-wheelers has witnessed a steady growth in past few
years and is expected to grow at a higher pace during 2014-2019. The major
contributors to the demand of two wheelers are the countries in Asia-Pacific region
which will continue to dominate the worldwide demand in future. The region is the
home to the top six markets in the world.

China is the largest national market of two wheeler industry and will continue to
remain at the top followed by India and Indonesia in future. The demand for two
wheelers is highly dependent on the economic stability and the average income
levels of the country. In emerging economies like China & India, two wheelers are
an affordable alternative to walking, riding bicycle and public transit systems etc.
The rising fuel prices can also be a growth driver for two-wheelers due to their
higher fuel efficiency.

Since the post economic liberalisation, with reforms and policies allowing Foreign
Direct Investments into India, two wheeler industry has seen drastic increase in
domestic sales within the country. Today, India is the second largest producer and
manufacturer of two wheelers in the world, and stands next only to China in terms
of the number of two-wheelers produced and domestic sales respectively.

Major players in this market are Honda, Yamaha, Hero Moto Corp., Bajaj Auto,
and Suzuki.

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 COMPANY PROFILE

TVS Motor Company (T.V.S) is an Indian multinational motorcycle company

headquartered at Chennai, India. It is the third largest motorcycle company in India

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with a revenue of over ₹20,000 crore (US$2.8 billion) in 2018–19. The company
has an annual sales of 3 million units and an annual capacity of over 4 million
vehicles. TVS Motor Company is also the 2nd largest exporter in India with
exports to over 60 Countries.
TVS Motor Company Ltd (TVS Motor), a member of the TVS Group, is the
largest company of the group in terms of size and turnover.

T.V. Sundaram Iyengar began with Madurai's first bus service in 1911 and founded
T.V.S, a company in the transportation business with a large fleet of trucks and
buses under the name of Southern Roadways.

Early history
Sundaram Clayton was founded in 1962 in collaboration with Clayton Dewandre
Holdings, United Kingdom. It manufactured brakes, exhausts, compressors and
various other automotive parts. The company set up a plant at Hosur in 1976, to
manufacture mopeds as part of their new division. In 1980, TVS 50, India's first
two-seater moped rolled out of the factory at Hosur in Tamil Nadu, Southern India.
A technical collaboration with the Japanese auto giant Suzuki Ltd. resulted in the
joint-venture between Sundaram Clayton Ltd and Suzuki Motor Corporation, in
1987. Commercial production of motorcycles began in 1989.

The TVS group and Suzuki Motor Corporation parted ways from their 15-year-old
joint venture on September 27 2001. The shares held by the Suzuki Motor
Corporation were acquired by Anusha Investments Ltd a wholly owned subsidiary
of Sundaram-Clayton Ltd for Rs 9 crore. Thus the company became a subsidiary of
Sundaram-Clayton Ltd with effect from November 15 2001.

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VISION
TVS Motor will be responsive to customer requirements consonant with its core
competence and profitability. TVS Motor will provide total customer satisfaction
by giving the customer the right product, at the right price, at the right time.

MISSION
TVS are committed to being a highly profitable, socially responsible, and leading
manufacturer of high value for money, environmental friendly, personal
transportation products under the TVS brand, for customer in Asian markets and to
provide fulfillment and prosperity for employees, dealers and suppliers.

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 ORGANIZATION STRUCTURE

Chairman

Managing Director

Director

TVS Sales TVS Service

Sales Manager
Office executive Supervision Supervisor

Mechanics
Mechanics
Sales Executive Sales Executive

RTO Co-coordinator Assistant

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BCG MATRIX OF TVS

STARS QUESTION MARK

TVS king
TVS Apache RTR 160
TVS Apache RTR180

COWS DOGS
TVS XL super TVS Scooty pep+
TVS scooty streak

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FINANCIAL STATEMENT OF LAST THREE
YEARS

BALANCE SHEET OF TVS MAR MAR MAR MAR MAR  

MOTOR COMPANY (in Rs. '20 '19 '18 '17 '16
Cr.)

  12 mths 12 mths 12 mths 12 mths 12 mths  

SOURCES OF FUNDS  

Total Share Capital 47.51 47.51 47.51 47.51 47.51  

Equity Share Capital 47.51 47.51 47.51 47.51 47.51  

Reserves 3,570.5 3,299.8 2,832.9 2,360.8 1,910.8  

8 1 1 2 3

NETWORTH 3,618.0 3,347.3 2,880.4 2,408.3 1,958.3  

9 2 2 3 4

Secured Loans 1,974.6 1,377.9 183.40 422.32 758.46  

3 4

Unsecured Loans 0.00 0.00 853.57 662.82 0.00  

TOTAL DEBT 1,974.6 1,377.9 1,036.9 1,085.1 758.46  

3 4 7 4

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TOTAL LIABILITIES 5,592.7 4,725.2 3,917.3 3,493.4 2,716.8  
2 6 9 7 0

Gross Block 5,599.5 4,922.3 4,441.0 3,851.6 3,414.2  

1 3 1 2 6

Less: Accum. Depreciation 2,699.5 2,343.0 2,069.1 1,867.7 1,694.6  

7 2 4 5 7

NET BLOCK 2,899.9 2,579.3 2,371.8 1,983.8 1,719.5  

4 1 7 7 9

Capital Work in Progress 285.43 257.23 131.13 62.28 30.96  

INVESTMENTS 2,605.8 2,300.6 2,035.3 1,587.9 1,214.8  

8 7 8 0 6

Inventories 1,038.9 1,175.9 964.39 966.95 696.33  

3 4

Sundry Debtors 1,281.3 1,414.1 968.37 723.77 578.03  

6 4

Cash and Bank Balance 419.17 43.86 10.90 8.51 32.74  

Total Current Assets 2,739.4 2,633.9 1,943.6 1,699.2 1,307.1  

6 4 6 3 0

Loans and Advances 830.45 598.21 697.43 571.39 679.67  

Total CA, Loans & Advances 3,569.9 3,232.1 2,641.0 2,270.6 1,986.7  
1 5 9 2 7

Current Liabilities 3,592.1 3,525.8 3,146.3 2,297.5 2,136.9  

9 4 0 3 2

Provisions 176.25 118.26 115.78 113.67 98.46  

Total CL & Provisions 3,768.4 3,644.1 3,262.0 2,411.2 2,235.3  

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 4 0 8 0 8

NET CURRENT ASSETS -198.53 -411.95 -620.99 -140.58 -248.61  

TOTAL ASSETS 5,592.7 4,725.2 3,917.3 3,493.4 2,716.8

2 6 9 7 0

LITERATURE REVIEW

 Carman (1990) presented and tested a battery, SERVQUAL, to measure the

perceived quality of service situation. The study proposed the five
dimensions found in this battery to be generic dimensions of service quality.
The author report on the replication and testing of the SERVQUAL battery
and offered various suggestions for its use by retailers. The approach of the
author employed some variation of the SERVQUAL scale in four different
settings. These four settings were – a dental school patient clinic, a business
school placement centre, a tire store and an acute care hospital. The sample
size for the study was 200 respondents in each of the four settings. It found
out that it was not required to collect data on importance with every
administration of the perceptions battery, also, as with expectations, mean
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 rather than individual importance weights were satisfactory for calculating
the overall quality of a retail service function.

 Cronin and Taylor (1992) conducted a study having two fold objectives viz
– to develop and test a performance based alternative to SERVQUAL
measure and to exhibit the relationship between service quality, customer
satisfaction and purchase intentions. The findings exhibit that the service
quality is an antecedent of consumer satisfaction and also the customer
satisfaction has a major influence on purchase intentions in comparison to
service quality. Therefore, a performance based measure of service quality is
an improved means of measuring the service quality constructs.

 Tung (2004) examined how service quality of the mobile service providers
and perceived value affect customers satisfaction and how customer
satisfaction affect their behavioural intention to continue to use SMS which
in turn affect the extent of SMS usage in the local context. The present study
used a component-based structural equation modeling, the Partial-Least-
Square (PLS) method. The primary data was collected with the help of 150
surveys conducted to test the proposed relationships. Certain modifications
were undertaken based on the pre-testing through face to face interview of
30 respondents from the targeted population. The 24 study found that the
tangibles, empathy and assurance dimensions of service quality were
antecedents of customer satisfaction and there exists a positive relationship
between customer satisfaction and customers’ behavioural intentions to
continue to use SMS.

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  Tiwari and Verma (2008) sought to identify the major factors constituting
service quality. Investigators measured the customer perceptions and
variation of their perceptions of service quality across different telecom
companies. Service quality of six major service providers, operating in the
Dehradun city was measured. Six components of service quality viz;
Consumer problem solving, Network, Information and Records,
Appearance, Convenience, and Promotion were identified. The study
revealed that individually, BSNL, Reliance, Tata Indicom were perceived to
be the best service providers for their network, whereas Vodafone and Idea
were found for their information and records. Airtel was rated as the best for
its consumer problem solving. Further, customers’ perceptions did not vary
significantly on information and records but it varies significantly across rest
of the components. In conclusion, the BSNL got the overall first position in
terms of service quality among the six service providers in Dehradun city
followed by Reliance and Tata Indicom. On the other hand, Vodafone was
rated as the poorest in service quality.

RESEARCH METHODOLOGY

“A research design is the specification of methods and procedures for

acquiring the information needed. In this study, researcher used Descriptive
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Research. A research design thus specifies, the type of information required the
sources of the information and the methods or techniques of data collection”.

The study uses primary data collected from customers using TVS vehicle. 80
customers were selected for the study in Hindupur as sample area. In this research,
convenience sampling was adopted. Convenience sampling refers to the collection
of information from members of the population who are conveniently available to
provide it. Convenience sampling is most often used forgetting some basic
information quickly and efficiently.

Outcome & Benefits of the study:

The outcomes of this project would give the Organization a clear understanding about the
customer feedback as well as their satisfaction level and also to understand what the problems
faced at the time of service. With the help of this study report the organization come to know the
customer feedback and make improvements in the required area.

DATA ANALYSIS AND

INTERPRETATION

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Analysis :- From 80 responses there are 86.3 of 18-25 age and 13.7 from 26-35

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Analysis :- From 80 responses there are 72.5 are male and 27.5% are female

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Analysis :- From 80 responses there are 85% of married and 15% are unmarried

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Analysis :- out of 80 responses there are 82.5% are students and 17.5% are
officials .

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Analysis :- Out of 80 responses there are 67.9% of 0-5000 income , 10.3 % of rs
5000 – 10000 , 11.5 % are above 20000 .

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Analysis :- Out of 80 responses there are 36.7%of good , 43% of very good and
20.3% of average perception about tvs 200 cc bike

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Analysis :- Out of 80 responses there are 55% people get to know from
advertisement , 16.2 % of people get to know from family information and 26.3%
of people get to know form friend recommendation

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Analysis :- Out of 80 responses there are 25.3% people responds more variety ,
25.3% people responds more value for money , 26.6% responds for improve
quality and 22.8 % for better after sales service

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Analysis :- Out of 80 responses there are 22.5% responds on hero , 32.5%
responds on bajaj , 31.3% of people responds ktm duke and 13.7 % people
responds honda for the best competition

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Analysis :- Out of 80 responses there are 54.5% of people responds average ,
9.1% responds not so much and 36.4% responds for very much

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Analysis :- Out of 80 responses there are 61.3% of people responds average price
and 37.5 % of people said high price and rest responds on low price of tvs 200 cc
bike.

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Analysis :- Out of 80 responses there are 66.3% of people said yes for attraction ,
15% respond for no and 18.8% of people said can’t say , to attract today’s
generation .

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Analysis :- Out of 80 responses there are 51.9% of people said about style/
design , 19% of people said about service , 22.8% respond on quality and rest are
for price in best thing of tvs 200 cc bike

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Analysis :- Out of 80 responses there are47.4% of people said yes , 10.3% of
people said no , 32.1 % of people said average , and 103% of people said can not
say for the purpose of purchasing served .

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Analysis :- Out of 80 responses there are 86.7% of people satisfied with free
service and 13.3% of people are not satisfied with free services .

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Analysis :- Out of 80 responses there are 76.9% of people said yes for the
comfortable bike journey and 9% are in favour of not a comfortable journey and
rest 14.1% of people are in favour of average comfort .

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Analysis :- Out of 80 responses there are 66.7 % of responses said average
maintenance cost and 29.5 % are said high maintenance cost

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Analysis :- Out of 78 responses there are 30.8% of people which are highly
satisfied , there are 56.4 % of people which are satisfied , and rest 12.8 % are less
satisfied in terms of level of satisfaction

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SWOT ANALYSIS

Strengths Weaknesses
Multiple brands across portfolio Lack of scale
Strong financial performance Overdependence on domestic market
Strong R&D capabilities

Opportunities Threats
Growing Indian 2-wheeler market Intense competition
Growth in three wheeler market Environmental regulation
Optimistic outlook for global bike industry Improvement in public transport

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 FINDINGS

 TVS vehicles are mainly preferred for its Power & Pickup and Safety &
Comfort. Majority of the respondents are satisfied with the Design / Style and
Safety & Comfort and also feel that the performance of TVS is good.

 Most of the respondent means 76.9% of people said yes for the comfortable
bike journey and 9% are in favour of not a comfortable journey and rest 14.1%
of people are in favour of average comfort .

 Most of respondents rate the service performance as good 86.7% And 13.3%
are not satisfied by the service.

 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.

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 SUGGESTIONS
 TVS Motors has to update its technology to meet the changing customer
needs and preferences to cope up with the competitions in the market.

 Mileage can be improved to increase customer satisfaction as the price of

petrol is high.

 Offers & Discounts can be given by the dealers to delight the loyal
customers. Helmet and its holder can be provided as a gift for the new
customers.

 Though customers are satisfied by the free service offered by the dealers,
adequate steps might be made to increase the quality in services that will
result best in customer satisfaction.

 The company can increase the service stations and reduce their service
charges.

 To fulfill the needs of the respondents Eswar TVS should set new branches
in the Anantapuramu and near surroundings to reach the maximum number
customers.

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 According to the survey most of the respondents are in the need of the
improvement in providing service in time and lesslabour charge Eswar 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.

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 CONCLUSION

 TVS is one of the largest automobile industries in India. It has created a

notable place in the minds of the people.

 Its growth has created a milestone changes in the preference for two
wheelers.

 But new arrivals of various other brands have really shaken its market in an
expected manner.

 But better services like after sales service, free service, customer relation
will retain the existing user in the same brand.

 Preference should be given not only in expanding the market.

 This can be successfully carried out only by rendering services in a

satisfying manner.

 If it is properly executed then the company will be ranked first in the market.

 A company which wants to target a particular segment should change its

marketing plan to suit the needs of its target group.

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 Thus the behavioral changes of customers before and after the purchase of
vehicle is based on the performance of vehicle and after sales service
provided by the dealers.

 Most of the respondents are satisfied with the services of Eswar TVS
motors.

 Less labourcharge 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.

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 BIBLIOGRAPHY

 Market Research by Tull and Hawkins

 Marketing Management by Philip Kotler
 WWW. Tvmotors.com
 www.google.com

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