SHIVAJI UNIVERSITY, KOLHAPUR CUSTOMER SATISFACTION

Name:
Age:
Occupation:
1: Most of the industry of TATA MOTORS is concentrated
around
(a)Focal point (b)Industrial area (c) another place.
2. In KOLHAPUR what types of business are playing the
major role?
a) cycle parts b) Auto parts c) Fording e) Others
3.Other than the TATA MOTORS, the domestic car market
is owned by
(a)Maruti (b) Honda (c) Hyundai (d)Volkswagen
(e)Toyota (f) Others.
4.In TATA MOTORS which Price wise Distribution of cars
would you prefer?
(a)3-7lakhs (b)7-12lakhs (c) 12-20lakhs
(d)20-30lakhs (f)30+lakhs.
5.What Mode of Purchase would you like for purchasing a
car?
(a)Cash (b)Finance (c)Other.

SHIVRAJ COLLEGE, GADHINGLAJ Page 1 of 58

SHIVAJI UNIVERSITY, KOLHAPUR CUSTOMER SATISFACTION

6. Which Bank Would You Prefer for Finance?

(a)ICICI (b)HDFC (c) Nationalized (d)Any other.
7.In TATA MOTORS which type of vehicle would you like?
(a) TIAGO (b)NEXON (c)HARRIER (d)TIGOR.
8. If TATA MOTORS is going to reposition its cars in an
attempt to compete against others, then TATA MOTORS
must improve its
(a)Quality (b)Outlook (c)Interior
(d)Safety (e)All of these.
9. Does the TATA MOTORS brand cars are popularized for
their look or safety?
(a) Look (b) Safety
10. Does the hatchback model in this company competes with
other company models of this class?
(a)Yes (b)No.
11. Is the 60:40 split rear seat present in all other companies
of its class?
(a)Yes (b)No.

SHIVRAJ COLLEGE, GADHINGLAJ Page 2 of 58

SHIVAJI UNIVERSITY, KOLHAPUR CUSTOMER SATISFACTION

12.Does any other company offers similar features as for

price, as TATA MOTORS is offering?
(a)Yes (b)No.
13.Does the marketing strategy being followed by TATA
MOTORS is effectively used in other local automobile
companies?
(a)Yes (b)No.
14. In TATA MOTORS which type of vehicle would you
prefer according to their features?
(a)Trend line (b)Comfort line (c)High line.

Questionnaire for Employees:

15. How is your target group based on economic status
a) High level b) middle level
c)Above middle level d) low level
16.Which marketing strategy mostly followed by TATA
MOTORS?
a) Offline marketing b) On line marketing
c) Word of mouth

SHIVRAJ COLLEGE, GADHINGLAJ Page 3 of 58

SHIVAJI UNIVERSITY, KOLHAPUR CUSTOMER SATISFACTION

17. What are the various promotional techniques of TATA

MOTORS that are attracting customers?
a) Advertisements b) Demos c) Posters d) Others
18.What are the safety features consists by the TATA
MOTORS?
a) Air bags b) central locking c) Pinch guards
d)navigators e) All the above
19. What is the selling process your Cars?
a) Direct personal sale b) Direct online sale
c)Indirect though channels d) Show room sales e)
Telemarketing

SHIVRAJ COLLEGE, GADHINGLAJ Page 4 of 58

SHIVAJI UNIVERSITY, KOLHAPUR CUSTOMER SATISFACTION

CHAPTER :1 - INTRODUCTION TO THE STUDY

Marketing is "the activity and processes for creating, communicating,

delivering, and exchanging offerings that have value for customers,
clients, partners, and society at large." Marketing is a product or
service selling related overall activities. It generates the strategy that
underlies sales techniques, business communication, and business
developments. It is an integrated process through which companies
build strong customer relationships and create value for their
customers and for themselves.
Marketing is used to identify the customer, satisfy the customer, and
keep the customer. With the customer as the focus of its activities, it
can be concluded that marketing management is one of the major
components of business management. Marketing evolved to meet the
stasis in developing new markets caused by mature markets and
overcapacities in the last 2-3 centuries. The adoption of marketing
strategies requires businesses to shift their focus from production to
the perceived needs and wants of their customers as the means of
staying profitable. The term marketing concept holds that achieving
organizational goals depends on knowing the needs and wants of
target markets and delivering the desired satisfactions. It proposes
that in order to satisfy its organizational objectives, an organization
should anticipate the needs and wants of consumers and satisfy these
more effectively than competitors.

SHIVRAJ COLLEGE, GADHINGLAJ Page 5 of 58