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act
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ports
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lmentoft
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equi
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hedegre
eofBachel
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Ba
nga
lor
eCe
ntr
alUni
ver
sit
y

By

VARDHIPRAMOD

Re
gis
tra
tionno:B1917328

St
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d:19B0002

Unde
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NI
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ASSI
STANTPROFESSOR

De
par
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Se
sha
dri
pur
amCol
le
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Na
gappaSt
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Ba
nga
lor
e560020

SESHADRI
PURAM EDUCATI
ONALTRUST

1|
Page
 Se
sha
dri
pur
amCol
le
ge

Na
gappaSt
ree
tBa
nga
lor
e–20

STUDENTPROFI
LE
Na
me:VARDHIPRAMOD Uni
ver
sit
ySt
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D:19B0002

Cl
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IBBA'
A' Uni
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As
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Da
te: Re
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Vi
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Tot
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I
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2|
Page
 GUI
DECERTI
FICATE

Thisi
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fythatVARDHIPRAMODbe ar
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e/Diploma/Cert
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rUnivers
ity.

Pl
ace
:Be
nga
lur
u

Si
gna
tur
eoft
heGui
de

Da
te:

3|
Page
 DECLARATI
ONBYTHESTUDENT

Iher
ebydecl
aretha
ttheFiel
dStudyrepor
tpre
pa r
edbymeundert
hegui
danc
eofAssi
sta
ntProf
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NIRMALAR i npar
ti
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ion(BBA)by
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oreCent
ralUniver
sit
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Ial
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porti
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ti
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therdegreeorDipl
omaorCert
if
ica
te.

Pl
ace
:Be
nga
lur
u Na
me:VARDHIPRAMOD

Da
te: Re
gis
terNumbe
r:B1917328

4|
Page
 ACKNOWLEDGEMENT
Itakethi
sasanoppor
tuni
tyt
oexpr
essmypr
ofoundgr
ati
tudet
oal
lwhoha
vebe
ens
igni
fi
cant
contr
ibut
orsoft
hisFi
eldSt
udy.

Iexpres
smyde e
pests
ens
eofgr
ati
tudet
oDr
.Me
eraH.
N,pr
inc
ipa
lSe
sha
dri
pur
amCol
le
gef
or
he
rc onst
ants
uppor
t.

Ia
mthankf
ultopr
ofes
sorS.K.
Naik,headofdepar
tmentofc
omme
rcea
ndma
nage
ment
,
Se
sha
dri
pura
mCol l
egeforhi
ssuppor
tandguidanc
e.

Iamgrate
fultoprofe
ssorDr.SShar
mi l
a,c
o-or
dinat
or,
Depar
tmentofCommerc
eand
Management,Ses
hadripur
amColl
egeforherva
luabl
eti
meandguidanc
e,e
ncour
age
menti
n
suc
cess
fulcompleti
onoftheFi
el
dStudyr e
port
.

Ia
mtha
nkf
ult
oAs
stPr
of.Ni
rma
laRwhoa
ccompa
nie
dmef
ort
heFi
el
dSt
udy.

Pl
ace
:Be
nga
lur
u

Si
gna
tur
eoft
hes
tude
nt

Da
te:

5|
Page
 TABLEOF
CONTENTS

Cont
ent Pa
geNo
I
ntr
oduc
ti
ona
ndHi
st
ory 7

Compa
nyPr
ofi
le 8
Boa
rdofDi
rec
tor
s 11
vi
si
ona
ndMi
ssi
on 13
Pr
oduc
ts 13
Li
te
rat
ureRe
vie
w 15
Obj
ect
ive
soft
hes
tudy 17
Re
sea
rchMe
thodol
ogy 17
Da
taAna
lys
is 18
Fi
ndi
ngs 23
SWOCa
nal
ysi
s 23
Re
comme
nda
ti
ons 26
Li
mit
at
ionsoft
hes
tudy 26
Conc
lus
ion 26
Bi
bli
ogr
aphy 27
Anne
xur
e 27

6|
Page
 Ta
taMot
ors
Cus
tome
rSa
tis
fac
tiont
owa
rdss
ervi
cequa
lit
y
Asor
gani
zat
ionsbe
comei
ncr
eas
ingl
ycus
tome
rfoc
use
danddr
ive
nbyde
mand,t
hene
edt
oga
inc
ust
ome
r
l
oya
lt
yandr
eta
int
hei
rloya
lt
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rit
ic
al.Cus
tome
rsa
ti
sfa
cti
oni
sthemos
tef
fec
ti
vewa
ytoa
chi
eve c
ust
ome
r
l
oya
lt
y.Cus
tome
rsa
ti
sfa
cti
on a
ndc
ust
ome
rloya
lt
ysha
rema
nys
imi
la
rtr
ait
s.Cus
tome
rva
lue i
s t
he
c
ust
ome
rspe
rce
pti
onoft
her
ati
oofbe
nef
it
stowha
theors
hegi
vest
oobt
ai
nthos
ebe
nef
it
s.Thec
ust
ome
r
Va
lueTr
iati
saf
rame
wor
kus
edt
ounde
rst
andwha
titi
stha
tcus
tome
rswa
nt.Thef
rame
wor
kco
nsi
st
soft
hre
e
pa
rts
:(1)pe
rce
ive
dpr
oduc
tqua
li
ty,(
2)va
lue
-ba
sedpr
ici
ng,a
nd(
3)pe
rce
ive
dse
rvi
cequa
li
ty.Cus
tome
rsa
re
s
ati
sfi
ed,whe
nva
lueme
etsore
xce
eds e
xpe
cta
ti
ons
.Ift
hei
rexpe
cta
ti
onsofva
luea
renotme
t,t
her
eisno
c
hanc
eofs
ati
sfyi
ngt
hem.Fi
gur
ingoutwha
tthec
ust
ome
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nt,howe
ver
,isadi
ff
icul
tandc
ompl
expr
oce
ss.
Tobea
blet
ocr
eat
eandde
li
verc
ust
ome
rva
luei
simpor
tantt
ounde
rst
andi
tsc
ompone
nts
.Ont
hemos
tba
sic
l
eve
l,va
luef
rom ac
ust
ome
rspe
rspe
cti
vei
sther
ati
oofbe
nef
it
stot
her
isksbe
ingt
ake
nwhi
lebuyi
ngt
he
pr
oduc
t.

Br
iefHi
st
ory:

Ta
taMot
orswa
sinc
orpor
ate
donSe
pte
mbe
r1,1945a
sapubl
icl
imi
te
dcompa
nyunde
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ndi
anCompa
nie
s
Ac
tVI
Iof1913a
sTa
taLoc
omot
ivea
ndEngi
nee
ringCompa
nyLi
mit
eda
ndr
ece
ive
dac
ert
if
ica
teof
c
omme
nce
mento
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ine
ssonNove
mbe
r20,1945.I
tsna
mewa
scha
nge
dtoTa
taEngi
nee
ringa
ndLoc
omot
ive
Compa
nyLi
mit
edonSe
pte
mbe
r24,1960,a
ndt
oTa
taMot
orsLi
mit
edonJ
uly29,2003.Ta
taMo
tor
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mit
edi
s
i
ncor
por
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nce
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rat
ionsa
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tea
mloc
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ivema
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ure
r.Thi
s
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ine
sswa
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inue
din1971.Si
nce1954,t
heyha
vebe
enma
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act
uri
nga
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les
.The
a
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iveve
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nce
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tht
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oll
abor
ati
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thDa
iml
er-
BenzAG(
nowDa
iml
erAG)ofGe
rma
ny.Thi
sagr
eeme
nte
nde
din1969.
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ypr
oduc
edonl
ycomme
rci
alve
hic
lesunt
il1991,whe
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yst
art
edpr
oduc
ingpa
sse
nge
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lesa
swe
ll
.
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tht
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oli
dat
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ubs
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taMot
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oup.
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romFor
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7|
Page
c
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ti
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ndRove
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te
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ngdom,t
oge
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thna
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les
c
ompa
nie
sins
eve
ralc
ount
ri
es.
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nSe
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r2004,t
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camet
hef
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ethr
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COMPANYPROFI
LE
Ta
taMot
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mit
ed:
Type-
Publ
ic

8|
Page
BSE:5
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ti
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nt)
Tr
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I
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tabl
is
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les
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oll
abor
ati
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ssi
ncegr
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f
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rci
al
ve
hic
lesi
nea
chs
egme
nt,a
nda
mongt
het
opt
hre
einpa
sse
nge
rve
hic
leswi
thwi
nni
ngpr
oduc
tsi
nthec
ompa
ct,
mi
dsi
zec
ara
ndut
il
it
yve
hic
les
egme
nts
.Thec
ompa
nyi
sthewor
ld'
sfour
thl
arge
stt
ruc
kma
nuf
act
ure
r,a
ndt
he
wor
ld'
sse
condl
arge
stbusma
nuf
act
ure
r.Es
tabl
is
hedi
n1945,Ta
taMot
ors
'pr
ese
ncei
nde
edc
utsa
cros
sthe
l
engt
handbr
eadt
hofI
ndi
a.Ove
r5.
9mi
ll
ionTa
tave
hic
lespl
yonI
ndi
anr
oads
,si
ncet
hef
ir
str
oll
edouti
n1954.
Thec
ompa
ny'
sma
nuf
act
uri
ngba
sei
nIndi
aiss
pre
ada
cros
sJa
mshe
dpur(
Jha
rkha
nd)
,Pune(
Maha
ras
htr
a),
Luc
know (
Utt
arPr
ade
sh)
,Pa
ntna
gar(
Utt
ara
kha
nd)
andDha
rwa
d(Ka
rna
taka
).Fol
lowi
ngas
tra
tegi
cal
li
anc
e
wi
thFi
ati
n2005,i
tha
sse
tupa
nindus
tri
alj
oin
tve
ntur
ewi
thFi
atGr
oupAut
omobi
le
satRa
nja
nga
on
(
Maha
ras
htr
a)t
opr
oduc
ebot
hFi
ata
ndTa
tac
arsa
ndFi
atpowe
rtr
ains
.Thec
ompa
nyi
ses
tabl
is
hingane
wpl
ant
a
tSa
nand(
Guj
ara
t).Thi
sisc
oupl
edwi
thana
ti
on-
widec
ust
ome
rsuppor
t,s
ale
sands
ervi
cene
twor
k.Ta
ta
Mot
ors
,thef
ir
stc
ompa
nyf
rom I
ndi
a'
sengi
nee
rings
ect
ort
obel
is
tedi
ntheNe
w Yor
kSt
ockExc
hange
(
Sept
embe
r200
4),ha
sal
soe
mer
geda
sani
nte
rna
ti
ona
laut
omobi
lec
ompa
ny.Thr
oughs
ubs
idi
ari
esa
nd
a
ssoc
iat
ecompa
nie
s,Ta
taMot
orsha
sope
rat
ionsi
ntheUK,Sout
hKor
ea,Tha
il
anda
ndSpa
in.Amongt
hemi
s
9|
Page
J
agua
rLa
ndRov
er,abus
ine
ssc
ompr
isi
ngt
het
woi
coni
cBr
it
is
hbr
andst
hatwa
sac
qui
redi
n2008.
In2004,i
t
a
cqui
redt
heDa
ewoo Co
mme
rci
alVe
hic
lesCompa
ny,Sout
h Kor
ea'
sse
cond l
arge
stt
ruc
k ma
ker
.The
r
echr
ist
ene
dTa
taDa
ewooComme
rci
alVe
hic
lesCompa
nyha
sla
unc
heds
eve
ralne
w pr
oduc
tsi
ntheKor
ean
ma
rke
t,whi
lea
lsoe
xpor
ti
ngt
hes
epr
oduc
tst
ose
ver
ali
nte
rna
ti
ona
lma
rke
ts.Toda
ytwo-
thi
rdsofhe
avy
c
omme
rci
alv
ehi
cl
eexpor
tsoutofSout
hKor
eaa
ref
rom Ta
taDa
ewoo.I
n2005,Ta
taMot
orsa
cqui
reda21%
s
takei
nHi
spa
noCa
rroc
era
,ar
eput
edSpa
nis
hbusa
ndc
oac
hma
nuf
act
ure
r,a
nds
ubs
eque
ntl
yther
ema
ini
ng
s
takei
n2009.Hi
spa
no'
spr
ese
ncei
sbe
inge
xpa
nde
dinot
herma
rke
ts.I
n2006,Ta
taMot
orsf
orme
daj
oint
ve
ntur
ewi
tht
heBr
azi
l-
bas
edMa
rcopol
o,agl
oba
lle
ade
rinbody-
bui
ldi
ngf
orbus
esa
ndc
oac
hest
oma
nuf
act
ure
f
ull
y-bui
ltbu
sesa
ndc
oac
hesf
orI
ndi
aands
ele
cti
nte
rna
ti
ona
lma
rke
ts.I
n2006,Ta
taMot
orse
nte
redi
ntoj
oint
ve
ntur
ewi
thThonbur
iAu
tomot
iveAs
sembl
yPl
antCompa
nyofTha
il
andt
oma
nuf
act
urea
ndma
rke
tthe
c
ompa
ny'
spi
ckupve
hic
lesi
nTha
il
and.Thene
wpl
antofTa
taMot
ors(
Tha
il
and)ha
sbe
gunpr
oduc
ti
onoft
he
Xe
nonpi
ckupt
ruc
k,wi
tht
heXe
nonha
vingbe
enl
aunc
hedi
nTha
il
andi
n2008.
Tat
aMot
orsi
sal
soe
xpa
ndi
ng
i
tsi
nte
rna
ti
ona
lfoot
pri
nt,e
sta
bli
she
dthr
oughe
xpor
tss
inc
e1961.Thec
ompa
nye
njoysas
igni
fi
cantde
mandi
n
e
xpor
tma
rke
tli
keEur
ope
,Aus
tra
li
a,Sout
hEa
stAs
ia,Mi
ddl
eEa
sta
ndAf
ri
caa
lso.Thec
ompa
nysve
hic
lesa
re
s
eeni
nove
r70c
ount
ri
esnow.I
tha
sfr
anc
his
ee/
joi
ntve
ntur
eas
sembl
yope
rat
ionsi
nKe
nya
,Ba
ngl
ade
sh,
Ukr
aine
,Rus
sia
,Se
nega
land Sout
h Af
ri
ca.Wi
th ove
r3,
000 e
ngi
nee
rsa
nd s
cie
nti
st
s,t
hec
omp
any'
s
Engi
nee
ringRe
sea
rchCe
ntr
e,e
sta
bli
she
din1966,ha
sena
ble
dpi
one
eri
ngt
echnol
ogi
esa
ndpr
oduc
ts.The
c
ompa
nyt
oda
yha
sR&Dc
ent
ersi
nPune
,Ja
mshe
dpur
,Luc
know,Dha
rwa
dinI
ndi
a,a
ndi
nSout
hKor
ea,Spa
in,
a
ndt
heUK.Cus
tome
rse
nsi
ti
vea
ppr
oac
hest
owa
rdsbui
ldi
ngpr
oduc
tsa
nds
tat
e-of
-t
hea
rtma
nuf
act
uri
ng
f
aci
li
ti
esha
vegi
vent
hec
ompa
nyahugel
eadove
rit
scompe
ti
tor
s.Toda
y7outofe
ver
y10me
diuma
ndhe
avy
c
omme
rci
alve
hic
lesonI
ndi
anr
oadsbe
art
het
rus
tedTa
tama
rk.Ta
tamot
orspr
ese
ncei
ntheut
il
it
yve
hic
lesa
nd
pa
sse
nge
rca
rsma
rke
tha
sbe
enf
ir
mlye
sta
bli
she
d.I
n1998,i
tla
unc
hedI
ndi
asf
ir
stf
ull
yindi
geni
zedc
ar,i
ndi
ca,
t
othedi
sce
rni
ngc
ons
ume
randha
sbe
enphe
nome
nal
lys
ucc
ess
ful
.Ta
tamot
orsi
scons
ist
ent
lye
vol
vingi
nit
s
of
fer
ingst
otheI
ndi
ana
utomobi
le
sma
rke
t.I
n2005,Ta
taMot
orsc
rea
tedane
wse
gme
ntbyl
aunc
hingt
heTa
ta
Ac
e,I
ndi
a'
sfi
rsti
ndi
genou
slyde
vel
ope
dmi
ni-
tr
uck.I
nJa
nua
ry2008,Ta
taMot
orsunve
il
edi
tsPe
opl
e'
sCa
r,t
he
Ta
taNa
no,whi
chI
ndi
aan
dthewor
ldha
vebe
enl
ooki
ngf
orwa
rdt
o.TheTa
taNa
noha
sbe
ens
ubs
equ
ent
ly
l
aunc
hed,a
spl
anne
d,i
nIndi
ainMa
rch2009.Ade
vel
opme
nt,whi
chs
igni
fi
esaf
ir
stf
ort
hegl
oba
laut
omobi
le
i
ndus
try,t
heNa
nobr
ingst
hec
omf
orta
nds
afe
tyofac
arwi
thi
nther
eac
hoft
hous
andsoff
ami
li
es.Thes
tanda
rd
ve
rsi
onha
sbe
enpr
ice
dat
Rs.
100,
000(
exc
ludi
ngVATa
ndt
rans
por
tat
ionc
ost
).De
signe
dwi
thaf
ami
lyi
nmi
nd,
i
tha
sar
oomyp
ass
enge
rcompa
rtme
ntwi
thge
ner
ousl
egs
pac
eandhe
adr
oom.I
tca
ncomf
ort
abl
yse
atf
our
pe
rsons
.It
smon
o-vol
umede
signwi
lls
etane
wbe
nchma
rka
mongs
mal
lca
rs.I
tss
afe
type
rfor
manc
eex
cee
ds
r
egul
at
oryr
equi
reme
ntsi
nIndi
a.I
tst
ai
lpi
pee
mis
sionpe
rfor
manc
etooe
xce
edsr
egul
at
oryr
equi
reme
nts
.In
10|
Page
t
ermsofove
ral
lpol
lut
ant
s,i
tha
sal
owe
rpol
lut
ionl
eve
ltha
ntwo-
whe
ele
rsbe
ingma
nuf
act
ure
dinI
ndi
atoda
y.
Thel
eande
signs
tra
tegyha
she
lpe
dmi
nimi
sewe
ight
,whi
chhe
lpsma
ximi
sepe
rfor
manc
epe
runi
tofe
ner
gy
c
ons
ume
dandd
eli
ver
shi
ghf
uele
ffi
ci
enc
y.Thehi
ghf
uele
ffi
ci
enc
yal
soe
nsur
est
hatt
hec
arha
slowc
arbon
di
oxi
dee
mis
sions
,the
rebypr
ovi
dingt
het
winbe
nef
it
sofa
naf
for
dabl
etr
ans
por
tat
ions
olut
ionwi
thal
ow
c
arbonf
oot
pri
nt.
I
nMa
y2009,Ta
taMot
orsi
ntr
oduc
edus
her
edi
nane
wer
aint
heI
ndi
ana
utomobi
lei
ndus
try,i
nke
epi
ngwi
thi
ts
pi
one
eri
ngt
radi
ti
on,byunve
il
ingi
tsne
wra
ngeofwor
lds
tanda
rdt
ruc
ksc
all
edPr
ima
.Int
hei
rpowe
r,s
pee
d,
c
arr
yingc
apa
cit
y,ope
rat
inge
conomya
ndt
ri
ms,t
heywi
lli
ntr
oduc
ene
wbe
nchma
rksi
nIndi
aandma
tcht
he
be
sti
nthewor
ldi
npe
rfor
manc
eatal
owe
rli
fe-
cyc
lec
ost
.

COMMI
TTEEOFTHEBOARDOFDI
RECTORS

St
atut
oryCommi
tt
eesoft
heBoa
rd:
Audi
tCommi
tt
ee:
Ms
.Ve
dikaBha
nda
rka
r,Cha
irpe
rson Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor
Mr
.OPBha
tt Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor
Ms
.Ha
nneSo
rens
en Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor
Mr
.KVChowda
ry Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor

Nomi
nat
ion&Re
mune
rat
ionCommi
tt
ee:
Mr
.OPBha
tt,Cha
irma
n Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor
Mr
.NCha
ndr
ase
kar
an Non-
Inde
pende
ntDi
rec
tor
Ms
.Ha
nneSo
rens
en Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor

Cor
por
ateSoc
ialRe
spons
ibi
li
tyCommi
tt
ee:
Mr
.OPBha
tt,Cha
irma
n Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor
Ms
.Ve
dikaBha
nda
rka
r Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor
Mr
.KVChowda
ry Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor
Mr
.Gi
ri
shWa
gh Exe
cut
iveDi
rec
tor
11|
Page
Ri
skMa
nage
mentCommi
tt
ee:
Ms
.Ha
nneSo
rens
en,Cha
irpe
rson Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor
Mr
.Mi
ts
uhi
koYa
mas
hit
a Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor
Mr
.Gi
ri
shWa
gh Exe
cut
iveDi
rec
tor
MrPBBa
laj
i Gr
oupChi
efFi
nanc
ialOf
fi
cer

St
ake
hol
der
sRe
lat
ions
hipCommi
tt
ee:
Ms
.Ve
dikaBha
nda
rka
r Cha
irpe
rson
MsHa
nneSo
rens
en Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor
Mr
.Gi
ri
shWa
gh Exe
cut
iveDi
rec
tor

Non-
sta
tut
oryCommi
tt
eeoft
heBoa
rd:

Sa
fet
y,He
alt
h&Envi
ronme
ntCommi
tt
ee:
MsHa
nneSo
rens
en,Cha
irpe
rson Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor
Mr
.Mi
ts
uhi
koYa
mas
hit
a Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor
Mr
.Gi
ri
shWa
gh Exe
cut
iveDi
rec
tor

Exe
cut
iveCommi
tt
eeoft
heBoa
rd:

MrNa
tar
ajCh
andr
ase
kar
an Non-
Exe
cut
iveDi
rec
tor
,cha
irma
n
MrOPBha
tt Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor
MsHa
nneSo
rens
en Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor
Ms
.Ve
dikaBha
nda
rka
r Non-
Exe
cut
ive
,Inde
pende
ntDi
rec
tor
Mr
.Mi
ts
uhi
koYa
mas
hit
a NonExe
cut
ive
,Noni
nde
pende
ntDi
rec
tor
Mr
.KVChowda
ry NonExe
cut
ive
,Inde
pende
ntDi
rec
tor
MrThi
err
yBol
lor
e NonExe
cut
iveDi
rec
tor
MrGi
ri
shWa
gh Exe
cut
iveDi
rec
tor

12|
Page
 VI
SIONANDMI
SSI
ON

Vi
si
on:
Tobegl
oba
ll
ysi
gni
fi
canti
nea
chofourc
hos
enbus
ine
ssby2025.
Mi
ssi
on:
Tobet
hemos
tre
li
abl
egl
oba
lne
twor
kforc
ust
ome
rsa
nds
uppl
ie
rs,t
hatde
li
ver
sva
luet
hroughpr
oduc
tsa
nd
s
erv
ice
s.Tob
ear
espons
ibl
eva
luec
rea
torf
ora
llours
take
hol
der
s.

PRODUCTS

Pa
sse
nge
rCa
rs:Ourr
angeofTa
tabr
andpa
sse
nge
rca
rsi
ncl
udet
heNa
no,ami
cro,t
heI
ndi
ca,t
heVi
st
a,t
he
Ze
sta
ndt
heBol
t,whi
cha
rec
ompa
ctsa
ndt
heI
ndi
goe
CSa
ndt
heMa
nza
,whi
cha
remi
d-s
ize
d,i
nthes
eda
n
c
ate
gor
y.Weha
vee
xpa
nde
dourpa
sse
nge
rca
rra
ngewi
ths
eve
ralva
ria
ntsa
ndf
uelopt
ionsd
esi
gne
dtos
uit
va
riousc
ust
ome
rpr
efe
renc
es.OurJ
agua
rLa
ndRove
rbr
andsha
vea
nes
tabl
is
hedpr
ese
ncei
nthepr
emi
um
pa
sse
nge
rca
rca
tegor
yunde
rtheJ
agua
rbr
andna
me.The
rea
ref
ourc
arl
ine
scur
rent
lyma
nuf
act
ure
dunde
rthe
J
agua
rbr
andna
me,i
ncl
udi
ngt
heF-
TYPEt
wo-
sea
ters
por
tsc
arc
oupea
ndc
onve
rti
ble(
inc
ludi
nga
ll
-whe
el
dr
ived
eri
vat
ive
s)t
heXFs
eda
n(i
ncl
udi
ngt
heSpor
tbr
akea
nda
ll
-whe
eldr
ivede
riva
ti
ves
),t
heXJs
aloon,a
nd
t
hene
wXEs
por
tss
aloon,whi
chc
omme
nce
dsa
lesi
nMa
y2015.

Ut
il
it
yVe
hic
les
:Wema
nuf
act
urear
angeofTa
tabr
andut
il
it
yve
hic
les
,inc
ludi
ngt
heSumoa
ndt
heSa
far
i,
whi
cha
reSUVs
,theXe
nonXT,al
if
est
ylepi
ckup,t
heTa
taAr
ia,ac
ros
sove
r,a
ndt
heVe
ntur
e,amul
ti
pur
pos
e
ut
il
it
yve
hic
le.Weof
fert
wova
ria
ntsoft
heSa
far
i:t
heDi
cora
ndt
heSt
orme
.Wea
lsoof
ferava
ria
ntoft
he
Sumo,t
heSumoGol
d,a
ndl
aunc
hedt
hene
wMovusi
nMa
y2014,whi
chi
sane
ntr
yle
velUV.Th
erea
res
ixc
ar
l
ine
sunde
rthebr
andsofRa
ngeRove
randLa
ndRove
rint
hepr
emi
uma
ll
-t
err
ainve
hic
lesc
ate
gor
ies
:theRa
nge
Rove
r,Ra
ngeRove
rSpor
t,i
ncl
udi
ngt
heRa
ngeRove
rSpor
tSVR,t
heRa
ngeRove
rEvoque(
ava
il
abl
ein5-
doora
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ions
),La
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scove
ry,i
ncl
udi
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scove
ry4whi
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ure
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it
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Di
scove
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eas
epr
oduc
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oni
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sca
l2016.

Li
ghtComme
rci
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hic
les
:Wema
nuf
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tyofl
ightc
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nds
mal
lcomme
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hic
les
.Thi
sinc
lude
stheTa
taAc
e,I
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a’sf
ir
sti
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genous
lyde
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t
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13|
Page
e
lec
tri
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ria
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cha
repa
sse
nge
rva
ria
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orc
omme
rci
alt
rans
por
tat
ionde
vel
ope
dont
heTa
taAc
e
pl
at
for
m,a
ndt
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naddi
ti
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oduc
edane
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ner
ati
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tr
aLCVt
ruc
ks,i
ncl
udi
ngt
heUl
tr
a
na
rrowc
ab,i
nFi
sca
l2015.Wea
lsoof
fert
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tyRi
dea
ndSt
arbusr
ange
sofbus
es.

Me
dium a
ndHe
avyComme
rci
alVe
hic
les
:Wema
nuf
act
ureava
rie
tyofme
dium a
ndhe
avyc
omme
rci
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ve
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les
,whi
chi
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udet
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tor
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ippe
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ti
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inc
ludi
ngpa
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ofbe
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en8t
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hroughTa
taDa
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rci
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lesCo.Lt
d.,orTDCV,we
ma
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ureawi
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yoft
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angi
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.OurPr
imal
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ksi
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imal
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imaLXa
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xpe
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ortourPr
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ess
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ude
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ndt
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De
fenc
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les
:Ta
taGr
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ere
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ions
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a’sde
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it
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cesi
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oupi
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arge
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ude
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agua
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ndRov
er)
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oli
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rom
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Ot
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les
:
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mor
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Thi
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t
ha
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peda
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ageof
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sopt
imumunde
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onf
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and
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ure
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e-of
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uspe
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tha
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riorf
eat
ure
sinc
ludi
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ndgr
ena
depr
ote
cti
onf
orunde
rbe
ll
y.

Ta
taSumoAr
mor
edVe
hic
le
14|
Page
I
tma
kesagr
eatpa
trol
li
nga
nde
scor
tve
hic
le.St
rat
egi
cal
lypl
ace
dfi
ri
ngpor
tsa
ndobs
erva
ti
on/r
esc
ueha
tch
of
fera360°f
iel
dvi
ew.Theve
hic
leha
sas
pac
iousc
abi
n,f
act
oryf
it
te
dcl
ima
tec
ont
rolwi
nds
cre
ena
ndof
fer
s
hi
ghmobi
li
tydu
etohi
ghe
rengi
nepowe
randt
orque
.

Ta
taLi
ghtAr
mor
edTr
oopCa
rri
er
I
tist
hemobi
lef
ort
res
stha
tcr
acksdownoni
nsur
genta
cti
vit
ywi
thde
adl
yac
cur
acya
nde
ffi
ci
enc
y.I
ts
r
ota
ti
nggunt
urr
ete
nabl
es360°de
fenc
eaga
ins
tene
my.I
tsRunFl
atTyr
esys
tema
ll
owst
heve
hic
let
omove
wi
thgr
eate
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enc
yandt
hea
ir-
condi
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dint
eri
orse
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ecoolc
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roope
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usdr
ive
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ive
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Ra
ngeRove
r
De
fend
erSe
rie
sForove
r60ye
arsLa
ndRove
rha
sbe
ena
tthef
ore
-fr
ontofde
vel
opme
ntsa
ndi
nnova
ti
oni
nal
l-
t
err
ainve
hic
les
.Aswe
lla
sdi
st
inc
ti
ve,s
upr
eme
lyc
apa
ble
,ci
vil
ia
nve
hic
les
,La
ndRove
rha
ses
tabl
is
heda
t
rus
tedpos
it
iona
srugge
dve
hic
les
uppl
ie
rofc
hoi
cef
ort
hes
ecur
it
yandde
fenc
ese
ctor
sinma
nyc
ount
ri
es
a
cros
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obe
.La
ndRove
rDe
fenc
eVe
hic
lesha
ves
eens
ervi
cet
hewor
ldove
randde
mons
tra
tedt
hei
r
e
xce
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ona
lbl
endofde
penda
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it
yandc
apa
bil
it
yins
omeoft
het
oughe
st,mos
thos
ti
lec
ondi
ti
onsone
art
h.Our
La
ndRove
rAr
mor
edVe
hic
lespr
ogr
ammeof
fer
sthedi
scr
eet
,inde
pende
ntl
yve
rif
ied,B6a
rmor
ingoft
hewor
ld
r
enowne
dRa
ngeRove
randDi
scove
rypr
oduc
ts.Pe
rfe
ctf
ort
hedi
sce
rni
ngc
los
epr
ote
cti
on(
CP)o
rla
w
e
nfor
ceme
ntc
ust
ome
r.

LI
TERATUREREVI
EW
Ac
cor
dingt
oPa
rke
randMa
the
ws(
2001)
,themo
stpopul
arde
sce
nda
ntoft
hedi
scr
epa
ncyt
heor
iesi
sthe
e
xpe
cta
ti
ondi
sconf
ir
mat
iont
heor
y(Ol
ive
r,1977,198
1),whi
chs
tat
edt
hatt
her
esul
tofc
ust
ome
rspe
rce
pti
onsof
t
hedi
ff
ere
ncebe
twe
ent
hei
rpe
rce
pti
onsofpe
rfor
manc
eandt
hei
rexpe
cta
ti
onsofpe
rfor
manc
e.Po
sit
ive
di
sconf
ir
mat
ionl
eadst
oinc
rea
seds
ati
sfa
cti
on,wi
thne
gat
ivedi
sconf
ir
mat
ionha
vingt
heoppos
it
eef
fec
t.
Yi(
199
0)e
xpr
ess
edt
hat
,cus
tome
rsbuypr
oduc
tsors
ervi
ceswi
thpr
e-pur
cha
see
xpe
cta
ti
onsa
bouta
nti
ci
pat
ed
pe
rfor
manc
e,onc
etheboughtpr
oduc
tors
ervi
ceha
sbe
enus
ed,out
come
sar
ecompa
reda
gai
nste
xpe
cta
ti
ons
.If
t
heout
comema
tche
sexpe
cta
ti
ons
,ther
esul
tisc
onf
ir
mat
ion.Whe
nthe
rea
redi
ff
ere
nce
sbe
twe
ene
xpe
cta
ti
ons
a
ndout
come
s,di
sconf
ir
mat
ionoc
cur
s.Pos
it
ivedi
sconf
ir
mat
ionoc
cur
swhe
npr
oduc
tors
ervi
cepe
rfor
manc
e
e
xce
edse
xpe
cta
ti
ons
.The
ref
ore
,sa
ti
sfa
cti
oni
sca
use
dbypos
it
ivedi
sconf
ir
mat
ionorc
onf
ir
mat
ionofc
ust
ome
r
e
xpe
cta
ti
ons
,anddi
ssa
ti
sfa
cti
oni
sthene
gat
ivedi
sconf
ir
mat
ionofc
ust
ome
rexpe
cta
ti
ons(
Yi,1990)
.
Whi
les
eve
rals
tudi
ess
uppor
tthedi
sconf
ir
mat
ionpa
radi
gm,ot
her
sdonot
.Fori
nst
anc
e,Chur
chi
lla
nd
15|
Page
Sur
pre
nant(
1982)f
oundt
hatne
it
herdi
sconf
ir
mat
ionnore
xpe
cta
ti
onsha
danye
ffe
ctonc
ust
ome
rsa
ti
sfa
cti
on
wi
thdur
abl
epr
oduc
ts.
We
ine
r(1980,a
nd1985)
;andFol
kes(
1984)pr
opos
edt
hea
tt
ri
but
iont
heor
y,whi
chs
tat
edt
hatwh
enac
ust
ome
r
pur
cha
sesapr
oduc
tors
ervi
ce,i
fthec
ons
umpt
ioni
sbe
low e
xpe
cta
ti
on,t
hec
ust
ome
risc
onv
inc
edt
hatt
he
s
uppl
ie
rca
use
sthedi
ssa
ti
sfa
cti
on.Thec
ompl
ai
ningc
ust
ome
risf
ocus
edonr
est
ori
ngj
ust
ic
eandt
hes
ati
sfa
cti
on
out
comei
sdr
ive
nbype
rce
ive
dfa
irne
ssoft
heout
comeofc
ompl
ai
ning.
We
stbr
ooka
ndRe
il
ly(
1983)pr
opos
edt
heva
lue
-pe
rce
ptt
heor
y,whi
chde
fine
ssa
ti
sfa
cti
ona
sane
mot
iona
l
r
esp
ons
eca
use
dbyac
ogni
ti
ve-
eva
lua
ti
vepr
oce
ss,whi
chi
sthec
ompa
ris
onoft
hepr
oduc
tors
ervi
cet
oone
's
va
lue
sra
the
rtha
nane
xpe
cta
ti
on.So,s
ati
sfa
cti
oni
sadi
scr
epa
ncybe
twe
ent
heobs
erve
dandt
hede
sir
ed.
Fi
ska
ndYoung(
1985)
;Swa
nandOl
ive
r(1985)pr
opos
edt
hee
qui
tyt
heor
y,whi
chs
tat
edt
hati
ndi
vidua
ls
c
ompa
ret
hei
rinputa
ndout
putr
ati
oswi
tht
hos
eofot
her
sandf
eele
qui
ta
blet
rea
ted.Equi
tyj
udge
menti
sba
sed
ont
wos
teps
;fi
rst
,thec
ust
ome
rcompa
rest
heout
comet
othei
nputa
nds
econdl
y,pe
rfo
rmsar
ela
ti
ve
c
ompa
ris
onoft
heout
comet
otheot
herpa
rty.
Pi
zama
ndEl
li
s(1999)r
epor
tedt
hatt
her
ear
etwoa
ddi
ti
ona
ldi
st
inc
tthe
ori
esofc
ust
ome
rsa
ti
sfa
cti
ona
par
t
f
romt
het
heor
iesa
for
eme
nti
one
done
sandt
hes
einc
lude
:1.Compa
ris
on-
leve
l 2.Ge
ner
ali
zedn
ega
ti
vit
y;a
nd
Theout
comea
ppr
oac
hoft
hec
ust
ome
rsa
ti
sfa
cti
oni
sde
fine
dast
hee
nd-
sta
tes
ati
sfa
cti
onr
esu
lti
ngf
romt
he
e
xpe
rie
nceofc
ons
umpt
ion
.Thi
spos
t-c
ons
umpt
ions
tat
eca
nbea
nout
comet
hatoc
cur
swi
thoutc
omp
ari
ng
e
xpe
cta
ti
ons(
Oli
ver
,1996)
;orma
ybeac
ogni
ti
ves
tat
eofr
ewa
rd,a
nemot
iona
lre
spons
etha
tma
yoc
cura
sthe
r
esu
ltofc
ompa
ringe
xpe
cte
danda
ctua
lpe
rfor
manc
eorac
ompa
ris
onofr
ewa
rdsa
ndc
ost
stot
hea
nti
ci
pat
ed
c
ons
eque
nce
s(Va
vra
,1997,p.4)
.
Fur
the
rmor
e,Pa
rke
randMa
the
ws(
2001)e
xpr
ess
edt
hata
tt
ent
ionha
sbe
enf
ocus
edont
hena
tur
eofs
ati
sfa
cti
on
oft
heout
comea
ppr
oac
hwhi
chi
ncl
ude
:
1.
Emot
ion-Sa
ti
sfa
cti
oni
svi
ewe
dast
hes
urpr
isee
leme
ntofpr
oduc
tors
ervi
cepur
cha
sea
ndorc
ons
umpt
ion
e
xpe
rie
nce
s(Ol
ive
r,1981)
,ori
sana
ffe
cti
ver
espons
etoas
pec
ifi
ccons
umpt
ione
xpe
rie
nce(
Wes
tbr
ooka
nd
Re
il
ly,1983)
.Thi
sac
knowl
edge
sthei
nputofc
ompa
rat
ivec
ogni
ti
vepr
oce
sse
sbutgoe
sfur
the
rbys
tat
ingt
hat
t
hes
ema
ybej
ustoneoft
hede
ter
mina
ntsoft
hea
ffe
cti
ve“
sta
te”s
ati
sfa
cti
on(
Par
kandMa
the
ws,
2001)
.
2.Ful
fi
ll
ment
-Thet
heor
iesofmot
iva
ti
ons
tat
etha
tpe
opl
ear
edr
ive
nbyt
hede
sir
etos
ati
sfyt
hei
rne
eds
(
Mas
low,1943)orbyt
hei
rbe
havi
oura
ime
data
chi
evi
ngt
her
ele
vantgoa
ls(
Vroom,1964)
.Howe
ver
,
s
ati
sfa
cti
onc
anbee
it
herwa
yvi
ewe
dast
hee
nd-
poi
nti
nthemot
iva
ti
ona
lpr
oce
ss.Thus“
cons
ume
rsa
ti
sfa
cti
on
c
anbes
eena
sthec
ons
ume
r'
sful
fi
ll
mentr
espons
e(Rus
tandOl
ive
r,1994,p.4)
.
3.St
at
e–Ol
ive
r(1989)e
xpr
ess
edt
hatt
her
eisaf
ramewor
kofs
ati
sfa
cti
on,whi
chr
ela
test
ore
inf
orc
eme
nta
nd
a
rous
al.“
Sat
is
fac
ti
on-
as-
ple
asur
e”r
esul
tsf
rompos
it
iver
einf
orc
eme
nt,whe
ret
hepr
oduc
tors
ervi
cei
sadd
ingt
o
16|
Page
a
nar
ous
edr
est
ings
tat
e,a
nd“s
ati
sfa
cti
on-
as-
rel
ie
f”r
esul
tsf
rom ne
gat
iver
einf
orc
eme
n.I
nre
lat
iont
oar
ous
al,
l
owa
rous
alu
lfi
lme
nti
sde
fine
das“
sat
is
fac
ti
on-
asc
ont
ent
ment
”,ar
esul
toft
hepr
oduc
tors
ervi
cepe
rfor
ming
a
dequa
tel
yina
nongoi
ngpa
ssi
ves
ens
e.Hi
gha
rous
als
ati
sfa
cti
oni
sde
fine
das“
sat
is
fac
ti
ona
sei
the
rpos
it
ive
(
del
ight
)orne
gat
ives
urpr
is
e”whi
chc
oul
dbeas
hoc
k(Rus
tandOl
ive
r,1994)
.

OBJ
ECTI
VEOFTHESTUDY
1.Tof
indt
hes
ati
sfa
cti
onl
eve
loft
hec
ust
ome
rre
gar
dingt
hes
ervi
cepr
ovi
ded.
2.Tof
indouta
nydr
awba
cksi
nthes
ervi
cede
li
ver
y.
3.Tode
ter
minet
hepe
rfor
manc
eoft
hec
ompa
ny
4.Toma
rks
ugge
sti
onsf
orpr
omot
iona
lme
asur
est
oinc
rea
set
hec
ust
ome
rsa
ti
sfa
cti
on.

RESEARCHMETHODOLOGY
Ther
ese
arc
hwi
llbedonet
hroughs
urve
yme
thod.Thec
oll
ect
ionofda
tawi
llbedonet
hroughque
sti
onna
ire
,
i
nte
rvi
ewa
ndr
ela
tedwe
bsi
te
s.Thes
ampl
esi
zet
ake
nfort
hisr
ese
arc
his100c
ust
ome
rs.Thea
reaoft
hiss
urve
y
c
ons
istofBa
nga
lor
eci
ty.Thec
oll
ect
ionofda
tawi
llbedonewi
tht
hehe
lpofas
truc
tur
edque
sti
onna
ire
.The
de
signi
ngofque
sti
onna
irene
edspr
eci
si
ona
ndc
las
sif
ica
ti
onoft
hes
ubj
ect
,sot
hatt
her
esponde
ntsc
ane
asi
ly
unde
rst
andt
hequ
est
iona
ndc
ana
nswe
rits
inc
ere
lya
ndc
orr
ect
ly.

1.Re
sea
rchType
:
De
scr
ipt
iveRe
sea
rch–De
scr
ipt
iver
ese
arc
hha
sbe
enc
onduc
teda
sthepr
ima
ryda
tawa
sst
udi
eda
nda
nal
yze
d
a
ccor
dingt
othene
edoft
hes
tudy.
2.Da
taCol
lec
tionMe
thod:
Theme
thodo
fda
tac
oll
ect
ioni
sque
sti
onna
ireme
thod.
3.Sa
mpl
euni
t: Ea
chr
esponde
ntwa
scons
ide
reda
sas
ingl
euni
tint
hes
urve
y.
4.Sa
mpl
eSi
ze:Thes
ampl
ewa
sdonet
aki
ng100uni
ts
.
5.Col
lec
tionOfDa
ta:Mos
tl
y,t
hei
nfor
mat
ionwhi
chha
sbe
enc
oll
ect
edi
spr
ima
ryi
nna
tur
e.Somes
eco
nda
ry
da
taha
vea
lsobe
ene
xtr
act
edf
romt
heva
riouswe
bsi
te
s,publ
is
hedj
our
nal
s,ma
gaz
ine
s,a
ndne
wspa
per
s.
6.Da
taAna
lys
isMe
thod&t
ool
s:Theda
taa
nal
ysi
sins
trume
ntus
edf
orc
onduc
ti
ngt
her
ese
arc
hisTa
bul
at
ion,
Ba
rCha
rt,Li
neCha
rta
ndPi
echa
rt.
7.Ar
eaSe
lec
ted:Sur
veywa
sconduc
tedi
nBa
nga
lor
eCi
ty.

17|
Page
 DATAANALYSI
S

1.
Wha
tma
deyout
obuyt
hisve
hic
le?
S.No. Fe
atur
es No.ofRe
sponde
nts %
1 Mode
l 23 23
2 Pr
ice 13 13
3 Qua
li
ty 21 21
4 Br
andNa
me 29 29
5 Ot
herBe
nef
it
s 14 14
Tot
al 100 100

I
nte
rpr
eta
tion:
29% oft
hec
ust
ome
rsopt
edTa
tave
hic
leba
singont
hebr
andna
me,23% ba
singont
hemode
l,21% ba
singon
t
hequa
li
ty,14% ba
singonot
herbe
nef
it
sand13% ba
singont
hepr
ice
.Thebr
andna
meoft
heTATA a
nd
qua
li
tyofpr
oduc
tshoul
dbet
ake
nca
reofwhi
lepr
ovi
dings
ervi
ce.

2.Ar
eyous
ati
sfi
eda
boutt
hee
xpl
ana
tiona
boutt
hebe
nef
it/f
eat
ure
s/wa
rra
ntyoft
heve
hic
lea
ndt
hef
ina
nci
al
s
che
mesa
ndt
hede
live
rypr
oce
dur
eatt
het
imeofpur
cha
se?

S.No. Fe
atur
es No.ofRe
sponde
nts %
1 De
li
ght
ed 4 4
2 Ve
rys
ati
sfi
ed 27 27
3 Sa
ti
sfi
ed 45 45
4 Some
wha
tdi
ssa
ti
sfi
ed 12 12
5 Ve
rydi
ssa
ti
sfi
ed - 0
6 Nor
espons
e 12 12
Tot
al 100 100

I
nte
rpr
eta
tion:
45%oft
hec
ust
ome
rsa
res
ati
sfi
eda
boutt
hee
xpl
ana
ti
ona
boutt
hebe
nef
it
s,f
eat
ure
s,e
tc.
,att
het
imeof
pur
cha
se,outofwhi
ch27%a
reve
rys
ati
sfi
ed,a
lso12%a
res
ome
wha
tdi
ssa
ti
sfi
ed,s
othec
ompa
nyha
dtoma
de

18|
Page
mor
eef
for
ttos
ati
sfyt
hedi
ssa
ti
sfi
edc
ust
ome
rs.

3.Howi
sther
ece
pti
ona
tthet
imeofe
nqui
rybyt
hes
ale
spe
rsonne
l?

S.No. Fe
atur
es No.ofRe
sponde
nts %
1 De
li
ght
ed 12 12
2 Ve
rys
ati
sfi
ed 30 30
3 Sa
ti
sfi
ed 42 42
4 Some
wha
t 4 4
di
ssa
ti
sfi
ed
5 Ve
rydi
ssa
ti
sf
ied - 0
6 Nor
espons
e 12 12
Tot
al 100 100
I
nte
rpr
eta
tion:
42% oft
hec
ust
ome
rsa
res
ati
sfi
edbyt
her
ece
pti
onoft
hes
ale
spe
rsonne
latt
het
imeofe
nqui
ry,30% a
reve
ry
s
ati
sfi
ed,12% a
rede
li
ght
eds
othes
alepe
rsonne
lar
epe
rfor
mingt
hei
rta
skqui
tee
ffi
ci
ent
ly.Al
sot
her
ear
e4%
c
ust
ome
rst
hata
res
ome
wha
tdi
ssa
ti
sfi
eda
nd12%ha
dnotr
esponde
dtot
hea
boveque
sti
on.

4.Ar
eyous
ati
sfi
edwi
tht
het
imet
ake
ntoope
nthej
obc
ard(
wor
kor
der
)?

S.No. Fe
atur
es No.ofRe
sponde
nts %
1 De
li
ght
ed 23 23
2 Ve
rys
ati
sfi
ed 44 44
3 Sa
ti
sfi
ed 25 25
4 Some
wha
tdi
ssa
ti
sfi
ed 8 8
5 Ve
rydi
ssa
ti
sfi
ed - 0
Tot
al 100 100

I
nte
rpr
eta
tion:
44% oft
hec
ust
ome
rsa
reve
rys
ati
sfi
edbyt
het
imet
ake
ntoope
nthej
obc
ard,25% a
res
ati
sfi
ed,23% a
re
de
li
ght
eda
nd8%a
res
ome
wha
tdi
ssa
ti
sfi
ed.

19|
Page
5.
Areyous
ati
sfi
edwi
tht
her
ece
pti
onoft
hes
ervi
cea
dvi
sor
?
S.No. Fe
atur
es No.ofRe
sponde
nts %
1 De
li
ght
ed 11 11
2 Ve
rys
ati
sfi
ed 50 50
3 Sa
ti
sfi
ed 30 30
4 Some
wha
tdi
ssa
ti
sfi
ed 9 9
5 Ve
rydi
ssa
ti
sfi
ed - 0
Tot
al 100 100

I
nte
rpr
eta
tion:
Aswes
eet
hat30%oft
hec
ust
ome
rsa
remor
etha
njus
tsa
ti
sfi
ed,whe
rea
s50%oft
hema
reve
rys
ati
sfi
edbyt
he
r
ece
pti
onoft
hes
ervi
cea
dvi
sor
s,t
hust
hes
ervi
cea
dvi
sor
sar
epe
rfor
mingt
hei
rdut
ie
swi
thpe
rfe
cti
on;t
her
ear
e
onl
y9%c
ust
ome
rst
hata
res
ome
wha
tdi
ssa
ti
sfi
edf
roms
ervi
cea
dvi
ser
s.
6.
Areyous
ati
sfi
edwi
tht
hef
aci
li
ti
esoft
hes
ervi
ces
tat
ionl
ikec
ust
ome
rwa
iti
ngr
oome
tc.
,
S.No. Fe
atur
es No.ofRe
sponde
nts %1
1 De
li
ght
ed 13 13
2 Ve
rys
ati
sfi
ed 30 30
3 Sa
ti
sfi
ed 51 51
4 Some
wha
tdi
ssa
ti
sfi
ed 4 4
5 Ve
rydi
ssa
ti
sfi
ed 2 2
Tot
al 100 100

I
nte
rpr
eta
tion:
51% oft
hec
ust
ome
rsa
res
ati
sfi
edbyt
hef
aci
li
ti
esoft
hes
ervi
ces
tat
ion,30% a
reve
rys
ati
sfi
ed,
a
ndt
heva
lua
bles
ugge
sti
onsc
anbet
ake
nfr
omt
heuns
ati
sfi
edc
ust
ome
rst
oimpr
ovet
hef
aci
li
ti
es.

7.
Aret
hes
ervi
cesbe
inga
tte
nde
dcor
rec
tlyt
other
ele
vantc
ompl
aint
?
S.No. Fe
atur
es No.ofRe
sponde
nts %
1 Ye
s 85 85
2 No 15 15
Tot
al 100 100

I
nte
rpr
eta
tion:8
5% oft
hec
ust
ome
r’ss
ayt
hatt
hes
ervi
cei
sbe
inga
tt
ende
dcor
rec
tl
ytor
ele
vantc
omp
lai
nt.
20|
Page
Whe
rea
s15%f
eltdi
sappoi
nte
dtowa
rdst
hes
ervi
cea
siti
snota
tt
ende
dcor
rec
tl
ytot
her
ele
vantc
ompl
ai
nt.

8.Ar
eyous
ati
sfi
edwi
tht
hes
olut
ionst
oal
lthepr
obl
emsr
epor
tedbyyou?

S.No. Fe
atur
es No.ofRe
sponde
nts %
1 De
li
ght
ed 6 6
2 Ve
rys
ati
sfi
ed 40 40
3 Sa
ti
sfi
ed 34 34
4 Some
wha
t 16 16
di
ssa
ti
sfi
ed
5 Ve
rydi
ssa
ti
sfi
ed 4 4
Tot
al 100 100

I
nte
rpr
eta
tion:
40% oft
hec
ust
ome
rsa
reve
rys
ati
sfi
edwi
tht
hes
olut
ionst
oal
lthepr
obl
emsr
epor
tedbyt
hem,34% a
re
s
ati
sfi
ed,16% a
res
ome
wha
tdi
ssa
ti
sfi
ed,6% a
rede
li
ght
eda
nd4% a
reve
rydi
ssa
ti
sfi
ed.Th
us20% oft
he
c
ust
ome
rsa
renott
ota
ll
ysa
ti
sfi
edwi
tht
hes
olut
ionf
ort
hei
rpr
obl
emt
hust
hes
ervi
cea
dvi
sorha
stopr
ovi
de
mos
tsa
tis
fac
tor
ysol
uti
on.

9.
Areyous
ati
sfi
edwi
tht
hede
live
ryma
dei
.e
.,i
sthede
live
ryma
dei
nti
mea
spe
rthec
ondi
ti
onsde
sir
edbyyou
f
roms
ervi
ces
tat
ion.

S.No Fe
atur
es No.ofRe
sponde
nts %
1 De
li
ght
ed 10 10

2 Ve
rys
ati
sfi
ed 33 33

3 Sa
ti
sfi
ed 34 34

4 Some
wha
t 19 19

di
ssa
ti
sfi
ed
5 Ve
rydi
ssa
ti
sfi
ed 4 4

Tot
al 100 100

I
nte
rpr
eta
tion:
34% oft
hec
ust
ome
rsa
res
ati
sfi
edwi
tht
hede
li
ver
yma
def
romt
hes
ervi
ces
tat
ion,33% a
reve
rys
ati
sfi
ed,19%
21|
Page
a
res
ome
wha
tdi
ssa
ti
sfi
ed,10% a
rede
li
ght
eda
nd9% a
reve
rydi
ssa
ti
sfi
ed.The
yshoul
dfoc
usmor
eons
afe
ty
a
ndt
ime
lyde
li
ver
ytome
ett
hec
ust
ome
rsne
eds
.

10.Ar
eyous
ati
sfi
edwi
tht
hee
xpl
ana
tionofj
obdonea
ndbi
lla
tthet
imeofde
live
ry?

S.No. Fe
atur
es No.ofRe
sponde
nts %
1 De
li
ght
ed 10 10

2 Ve
rys
ati
sfi
ed 41 41

3 Sa
ti
sfi
ed 37 37

4 Some
wha
t 12 12

di
ssa
ti
sfi
ed
5 Ve
rydi
ssa
ti
sfi
ed - 0

Tot
al 100 100
I
nte
rpr
eta
tion:
41% oft
hec
ust
ome
rsa
reve
rys
ati
sfi
edwi
tht
hee
xpl
ana
ti
onofj
obdonea
ndbi
lla
tthet
imeofde
li
ver
y,37%
a
res
ati
sfi
ed,12% a
res
ome
wha
tdi
ssa
ti
sfi
eda
nd1
0% a
rede
li
ght
ed.Thus
,ma
jor
it
yoft
her
esponde
ntsa
re
s
ati
sfi
edwi
thi
t.

11.Ar
eyourr
ece
ivi
ngours
ervi
cer
emi
nde
rsr
egul
arl
y?
S.No. Fe
atur
es No.ofRe
sponde
nts %
1 Ye
s 56 56

2 No 44 44

Tot
al 100 100

I
nte
rpr
eta
tion:
56% oft
hec
ust
ome
rsa
rer
ece
ivi
ngt
hes
ervi
cer
ema
inde
rsr
egul
arl
y.Whe
rea
s44% oft
hec
ust
ome
rsa
renot
r
ece
ivi
ngt
hes
ervi
cer
ema
inde
rsr
egul
arl
y.

12.Ha
veyoube
eni
nfor
meda
boutt
hene
xts
ervi
ces
che
dul
e?

S.No. Fe
atur
es No.ofRe
sponde
nts %
1 Ye
s 60 60

2 No 40 40

22|
Page
 Tot
al 100 100

I
nte
rpr
eta
tion:
60% oft
hec
ust
ome
rsha
vebe
eni
nfor
meda
boutt
hene
xts
ervi
ces
che
dul
e.Whe
rea
s40% oft
hec
ust
ome
rsa
re
noti
nfor
meda
boutt
hene
xts
ervi
ces
che
dul
e.

FI
NDI
NGS
 29% oft
hec
ust
ome
ropt
edTa
tave
hic
leba
singont
hebr
andna
me,23% ba
singont
hemode
l,21%
ba
singont
hequa
li
ty,14%ba
singonot
herbe
nef
it
sand13%ba
singont
hepr
ice
.
 45% oft
hec
ust
ome
rsa
res
ati
sfi
eda
boutt
hee
xpl
ana
ti
ona
boutt
hebe
nef
it
s,f
eat
ure
s,e
tc.
,att
het
imeof
pur
cha
se,27% a
reve
rys
ati
sfi
ed,12% ve
rys
ati
sfi
ed,12% a
res
ome
wha
tdi
ssa
ti
sfi
ed,4% a
rede
li
ght
ed
a
nd12
%ha
dnotr
esponde
dtot
hea
boveque
sti
on.
 42%oft
hec
ust
ome
rsa
res
ati
sfi
edbyt
her
ece
pti
onoft
hes
ale
spe
rsonne
latt
het
imeofe
nqui
ry,30
%ar
e
ve
rys
ati
sfi
ed,12%a
rede
li
ght
ed,4%a
res
ome
wha
tdi
ssa
ti
sfi
eda
nd12%ha
dnotr
espond
edt
othea
bove
que
sti
on.
 50% oft
hec
ust
ome
rsa
reve
rys
ati
sfi
edbyt
her
ece
pti
onoft
hes
ervi
cea
dvi
sor
,30% a
res
ati
sfi
ed,11%
a
rede
li
ght
eda
nd9%a
res
ome
wha
tdi
ssa
ti
sfi
ed.
 44% oft
hec
ust
ome
rsa
reve
rys
ati
sfi
edbyt
het
imet
ake
ntoope
njobc
ard,
25% a
res
ati
sf
ied,23
%ar
e
de
li
ght
eda
nd8%a
res
ome
wha
tdi
ssa
ti
sfi
ed.
 46% o
fth
ecus
tome
rsa
res
ati
sfi
edbyt
hea
tt
it
udeoft
hes
ervi
cepe
rsonne
l,
28% a
reve
rys
ati
sfi
ed,40%
a
res
ome
wha
tdi
ssa
ti
sfi
ed,11%a
rede
li
ght
eda
nd1%ve
rydi
ssa
ti
sfi
ed.
 51% oft
hec
ust
ome
rsa
res
ati
sfi
edbyt
hef
aci
li
ti
esoft
hes
ervi
ces
tat
ion,30%a
reve
rys
ati
sfi
ed,11% a
re
s
ome
wha
tdi
ssa
ti
sfi
eda
nd8%a
rede
li
ght
ed.
 s
ati
sfi
edwi
tht
hee
xpl
ana
ti
onofj
obdonea
ndbi
lla
tthet
imeofde
li
ver
y,37%a
res
ati
sfi
ed,12%

SWOCANALYSI
S
SWOC Ana
lys
isofTa
taMot
orswi
thUSP,Compe
ti
ti
on,STP (
Segme
nta
tion,Ta
rge
ti
ng,Pos
it
ioni
ng)-
Ma
rke
ti
ngAna
lys
is.
Ta
taMot
ors
:

23|
Page
Pa
rentc
ompa
ny Ta
taGr
oup
Ca
tegor
y SUV,Ha
tchba
ck,Se
dan
Se
ctor Aut
omobi
le
Ta
gli
ne/s
loga
n I
nspi
redbype
opl
e
USP Oneoft
heol
des
tandt
rus
tedbr
andwi
th
e
xte
nsi
ve di
st
ri
but
ion a
nd s
trong ma
rke
t
pe
net
rat
ion.
STP:
Se
gme
nt Ha
tchba
ck,Se
dana
ndSUVs
egme
nt
Ta
rge
tgr
oup Ta
rge
ted t
owa
rds uppe
r mi
ddl
ecl
ass
c
ust
ome
rs
Pos
it
ioni
ng Pos
it
ione
dasal
eade
rina
utomobi
lema
rke
t
i
ncul
cat
ing i
nnova
ti
ve t
echnol
ogi
es t
o
de
li
verva
luet
ocus
tome
rs.

Pr
oduc
tPor
tf
oli
o:
1)Ta
taSumo 2)Ta
taI
ndi
caVi
st
a

3)Ta
taI
ndi
ca 4)Ta
taMa
nza

5)Ta
tai
ndi
go 6)Ta
taWi
nge
r

7)Ta
taI
ndi
goMa
rina 8)Ta
taNa
no

9)Ta
taMa
gic 10)Ta
taAr
ia

11)Ta
taXe
nonXT

12)Ta
taVe
ntur
e

13)Ta
taSa
far
i

St
rengt
hs:
1.Oneoft
hemos
tes
tabl
is
hedc
ompa
nyi
naut
omobi
les
ect
or.
2.Wi
de&e
xte
nsi
vedi
st
ri
but
iona
nds
ervi
cene
twor
k.

24|
Page
3.Goodma
rke
tpe
net
rat
ioni
nthet
axi&r
ent
als
egme
nt.
4.Expe
rts
erv
icepr
ofe
ssi
ona
lsa
vai
la
ble
.
5.Ma
nya
ssoc
iat
ionsl
ikeJ
agua
rLa
ndRove
r,Hi
spa
nso,Ma
cropol
oet
cwhi
chi
ncr
eas
esi
nte
rna
ti
ona
lpr
ese
nce
.
6.De
dic
ate
dengi
nee
ringa
ndR&Dde
par
tme
nt.
7.Mor
etha
n60,
000e
mpl
oye
es.
8.Hi
ghl
ydi
ver
sif
iedpr
oduc
tpor
tf
oli
o.

We
akne
sse
s:
1.Li
mit
edi
nte
rna
ti
ona
lpr
ese
nce
.
2.Some
time
sfa
cesa
ll
ege
dqua
li
tya
nddur
abi
li
tyi
ssue
s.
3.Notmuc
hcus
tome
renga
geme
ntpr
ogr
amsa
nda
cti
vit
ie
s

Oppor
tuni
ti
es:
1.Expa
ndi
nga
utomobi
lema
rke
tanda
vai
la
bles
pac
eforc
ompe
ti
tor
s.
2.I
ncr
eas
ingpe
rca
pit
ainc
omea
ndpur
cha
singc
apa
bil
it
yofpot
ent
ia
lcus
tome
rba
se.
3.Le
ver
agi
ngc
ust
ome
renga
geme
nte
xpe
rie
ncet
oac
qui
rene
wcus
tome
rs.
4.Le
ver
agi
ngme
rge
rsa
nda
cqui
si
ti
onst
oac
qui
rene
wert
echnol
ogy.
5.Augme
nti
ngt
hedi
st
ri
but
iona
nds
ervi
cene
twor
kinva
riousc
ount
ri
es.

Cha
lle
nge
s:
1.I
ncr
eas
ingf
uelc
ost
s.
2.Compe
ti
ti
onf
romot
herbi
gaut
omobi
legi
ant
s.
3.Compe
ti
ti
vep
roduc
tsof
fer
ings
amel
eve
lfe
atur
esa
tal
ess
erpr
ice
.
4.Pr
oduc
tinnov
ati
onsa
ndf
ruga
lengi
nee
ringbyc
ompe
ti
tor
s.

Compe
tit
ors
:
 For
d  Honda
 Toyot
a  Che
vrol
et

25|
Page
  Hyund
aiMot
ors  Fi
at
 Ma
rut
iSuz
uki

RECOMMENDATI
ON
 Pr
omptde
li
ver
yoft
heve
hic
les
houl
dbema
de.
 Toppr
ior
it
ymus
tbegi
vent
ota
xesa
ndl
ongd
ist
anc
eve
hic
lest
henl
oca
lve
hic
les
.
 Fa
cil
it
ie
sli
keA/
C.Ne
wspa
per
s,Dr
inki
ngwa
tera
ndwe
ekl
ie
smus
tbepr
ovi
deda
ndt
heymus
tbeupt
o
t
hes
tanda
rdsi
ncus
tome
rwa
it
ingr
oom.
 As
epa
rat
ephonemus
tbema
dea
vai
la
blet
ode
alwi
thc
ust
ome
rst
oinf
ormt
hem whe
the
rthes
ervi
ce
s
tat
ioni
sre
adyt
oac
ceptt
hei
rVe
hic
lesf
ors
ervi
ce.
 Theor
gani
zat
ionmus
tappoi
ntpe
rsonst
ode
alwi
tht
hec
ust
ome
rsi
nphonea
ndt
oexpl
ai
nthec
ust
ome
rs
a
boutt
hej
obdonea
tthet
imeofde
li
ver
y.
 She
lt
ermus
tbet
hei
rwhi
legoi
ngt
hroughj
obc
ard.
 Theo
rga
niz
ati
onmus
tins
truc
tthewor
ker
snotonl
ytoc
ons
ide
rst
hej
obc
ardt
heymus
tal
sogot
hrough
t
heve
hic
lea
ndi
fth
eyf
inda
ndt
hingse
xtr
ajobst
obedonet
hemt
heymus
tinf
ormt
heowne
randt
hey
mus
tent
ir
eiti
njobc
arda
ndt
hengot
hrought
hewor
k.
 La
borc
har
gess
houl
dbede
cre
ase
d.
 Se
rvi
cer
emi
nde
rss
houl
dbes
entr
egul
arl
y.
 Bi
ll
ings
houl
dbema
def
ast
er.

LI
MITATI
ONSOFTHESTUDY
I
tiswe
llknownf
actt
hatc
ons
tra
inta
ndl
imi
ta
ti
onsa
reboundt
obepr
ese
nti
nanys
tudya
sthi
sal
soha
ssome
l
imi
ta
ti
ona
s:-
 Wec
ons
ide
redf
ewr
egi
onsofBa
nga
lor
eci
tyonl
ybe
caus
eofl
imi
te
dti
medur
ati
on.
 Duet
othi
s,t
hes
ampl
esi
zei
sonl
y100,whi
chi
snotve
ryl
arge
.
 Al
lther
esponde
ntsc
oul
dnotf
il
lthe
irque
sti
onna
ireont
hei
rownduet
ola
ngua
gepr
obl
em,t
ime
c
ons
tra
int
sandl
ackofpos
it
ivebe
havi
or.
 Re
sponde
ntma
ygi
vebi
ase
dans
werduet
osomel
ackofi
nfor
mat
iona
boutot
herbr
ands
.

CONCLUSI
ON
26|
Page
Theove
ral
lpe
rfor
manc
eoft
hes
ervi
cesi
nthewor
kshopi
ssa
ti
sfa
ctor
ytoma
nyoft
hec
ust
ome
rs.Not
hingi
nthe
wor
ldc
anbepe
rfe
ct.Somef
aul
tsa
res
eeni
nthes
ervi
cest
houghnotma
jorone
sbuts
omeoft
hepr
obl
emsma
y
gi
ves
idee
ffe
cta
ndma
kebe
caus
emor
etr
oubl
eint
hef
utur
e.Sot
hepr
obl
emsne
edt
obei
dent
if
ieda
nds
olve
d
i
mme
dia
tel
y.Someoft
hema
int
hingsa
rea
sfol
lows
:
 Pr
omptde
li
ver
yshoul
dbema
de.
 Cha
rge
sar
ehi
gha
ndne
edt
obede
cre
ase
d.
 Thee
ffi
ci
enc
yofwor
ker
sist
obei
ncr
eas
ed.
 Che
ckl
is
tshoul
dbema
int
ai
neds
otha
tanyot
here
xtr
ajobst
hatt
hec
ust
ome
rsa
reu
nawa
rec
anbe
s
olve
d.
I
fthepr
obl
emsi
dent
if
ieda
res
olve
def
fec
ti
vel
y,t
hent
hec
ust
ome
rsa
ti
sfa
cti
onl
eve
linc
rea
seso
nthe
or
gani
zat
ion.

BI
BLI
OGRAPHY
Books
:
 Kot
har
i.C.
R(2004
):Re
sea
rchMe
thodol
ogyMe
thods&Te
chni
que
s,Ne
w‟AgeI
nte
rna
ti
ona
lPubl
is
her
s,
Ne
wDe
lhi
,2ndEdi
ti
on.
 Ri
cha
rdI
.Le
vin,Da
vidS.Rubi
n(2004)
:„St
at
is
ti
csf
orMa
nage
ment
,‟Pr
ent
ic
eHa
llofI
ndi
aPr
iva
te
Li
mit
ed,Ne
wDe
lhi
,7t
hEdi
ti
on.
 J
aya
ram,N.a
ndSa
ndhog,R.
S.(
1998)
,Hous
ingi
nIndi
a-Pr
obl
ems
,Pol
ic
yandpe
rspe
cti
ves
,B.
R.
Publ
is
hingCor
por
ati
on,De
lhi
.
 J
eff
reyGi
tome
r(19
98)
,Cus
tome
rsa
ti
sfa
cti
oni
swor
thl
ess
:Cus
tome
rloya
lt
yispr
ice
les
s:Howt
oma
ke
c
ust
ome
rsl
oveyou
,ke
ept
hemc
omi
ngba
cka
ndt
el
leve
ryonet
heyknow,Aus
ti
nTX:Bo
ardPr
ess
.

ANNEXURE
QUESTI
ONNAI
RE:
1.Wha
tma
deyout
obuyt
hisve
hic
le?
a
)Mode
l b)Pr
icec
)Qua
li
tyd)Br
andNa
mee
)Ot
herBe
nef
it
s
2.Ar
eyous
ati
sfi
eda
boutt
hee
xpl
ana
ti
ona
boutt
heb
ene
fit/f
eat
ure
s/wa
rra
ntyoft
heve
hic
lea
ndt
hef
ina
nci
al
s
che
mesa
ndt
hede
li
ver
ypr
oce
dur
eatt
het
imeofpur
cha
se?
a
)De
li
ght
edb)Ve
rys
ati
sfi
edc
)Sa
ti
sfi
edd)Some
wha
tdi
ssa
ti
sfi
ede
)Ve
rydi
ssa
ti
sfi
edf
)Nor
espons
e.
3.Howi
sther
ece
pti
ona
tthet
imeofe
nqui
rybyt
hes
ale
spe
rsonne
l?
27|
Page
a
)De
li
ght
edb)Ve
rys
ati
sfi
edc
)Sa
ti
sfi
edd)Some
wha
tdi
ssa
ti
sfi
ede
)Ve
rydi
ssa
ti
sfi
edf
)Nor
espons
e4.Ar
e
yous
ati
sfi
edwi
tht
het
imet
ake
ntoope
nthej
obc
ard(
wor
kor
der)
?
a
)De
li
ght
edb)Ve
rys
ati
sfi
edc
)Sa
ti
sfi
edd)Some
wha
tdi
ssa
ti
sfi
ede
)Ve
rydi
ssa
ti
sfi
edf
)Nor
espons
e
5.Ar
eyous
ati
sfi
edwi
tht
her
ece
pti
onoft
hes
ervi
cea
dvi
sor
?
a
)De
li
ght
edb)Ve
rys
ati
sfi
edc
)Sa
ti
sfi
edd)Some
wha
tdi
ssa
ti
sfi
ede
)Ve
rydi
ssa
ti
sfi
ed
6.Ar
eyous
ati
sfi
edwi
tht
hef
aci
li
ti
esoft
hes
ervi
ces
tat
ionl
ikec
ust
ome
rwa
it
ingr
oome
tc?
a
)De
li
ght
edb)Ve
rys
ati
sfi
edc
)Sa
ti
sfi
edd)Some
wha
tdi
ssa
ti
sfi
ede
)Ve
rydi
ssa
ti
sfi
ed
7.Ar
ethes
ervi
cesbe
inga
tt
ende
dcor
rec
tl
ytot
her
ele
vantc
ompl
ai
nt?
a
)Ye
sb)No
8.Ar
eyous
ati
sfi
edwi
tht
hes
olut
ionst
oal
lthepr
obl
emsr
epor
tedbyyou?
a
)De
li
ght
edb)Ve
rys
ati
sfi
edc
)Sa
ti
sfi
edd)Some
wha
tdi
ssa
ti
sfi
ede
)Ve
rydi
ssa
ti
sfi
ed
9.Ar
eyous
ati
sfi
edwi
tht
hede
li
ver
yma
dei
,e
.ist
hede
li
ver
yma
dei
nthet
imea
spe
rthec
ondi
ti
onsde
sir
edby
youf
roms
ervi
ces
tat
ion?
a
)De
li
ght
edb)Ve
rys
ati
sfi
edc
)Sa
ti
sfi
edd)Some
wha
tdi
ssa
ti
sfi
ede
)Ve
rydi
ssa
ti
sfi
ed
10.Ar
eyous
ati
sfi
edwi
tht
hee
xpl
ana
ti
onofj
obdonea
ndbi
lla
tthet
imeofde
li
ver
y.
a
)De
li
ght
edb)Ve
rys
ati
sfi
edc
)Sa
ti
sfi
edd)Some
wha
tdi
ssa
ti
sfi
ede
)Ve
rydi
ssa
ti
sfi
ed
11.Ar
eyourr
ece
ivi
ngours
ervi
cer
emi
nde
rsr
egul
arl
y?
a
)Ye
sb)No
12.Ha
veyoube
eni
nfor
meda
boutt
hene
xts
ervi
ces
che
dul
e?
a
)Ye
sb)NO

28|
Page
 Ta
bleofc
ont
ent
s
Cont
ent
s Pa
geno
Exe
cut
iveSumma
ry 30
Compa
nyPr
ofi
le 30
Pr
oduc
ts 32
Vi
si
ona
ndMi
ssi
on 33
Re
sea
rchMe
thodol
ogy 33
SWOCAna
lys
is 34
Obj
ect
ive
soft
hes
tudy 35
Da
taa
nal
ysi
sandI
nte
rpr
eta
ti
on 35
Fi
ndi
ngsa
ndSugge
sti
ons 38
Conc
lus
ion 39
Bi
bli
ogr
aphy 40
Anne
xur
e 40

29|
Page
 Fa
str
ack
Cus
tome
rsa
tis
fac
tiont
owa
rdss
ervi
cequa
lit
yofFa
str
ack

EXECUTI
VESUMMARY

Cus
tome
rsa
ti
sfa
cti
onpl
aysai
mpor
tantr
olei
nthegr
owt
hoft
hebus
ine
ss.Tha
tise
ver
yor
gan
iza
ti
onh
ast
o
s
tudyt
hec
ust
ome
rwa
ntsa
ndne
edsa
nda
lsot
hei
rex
pec
tat
iont
hatwhi
chf
eat
ure
sofourc
ompa
nypr
oduc
twi
ll
s
ati
sfyt
hem.The
sea
llc
ares
houl
dbet
ake
nknow t
hec
ust
ome
rsa
ti
sfa
cti
on.Cus
tome
rsa
ti
sfa
cti
oni
save
ry
i
mpor
tantt
ooli
ntheove
ral
lde
vel
opme
ntofac
ompa
nya
ndt
obeac
ompe
ti
ti
ve.Duet
ogl
oba
lcompe
ti
ti
ont
he
pr
ima
rywor
kofa
nyc
ompa
nyi
stoa
tt
rac
tcus
tome
rsa
ndma
int
ai
ningt
hei
rre
lat
ions
hipswi
tht
hef
ir
m.So,t
o
i
mpr
ovet
hes
alet
hef
ir
mha
stol
ooka
fte
rcus
tome
rsa
ti
sfa
cti
ont
hati
sitwi
llboos
tthes
ale
s,i
ncr
eas
epr
ofi
tand
i
ncr
eas
ethec
ust
ome
rloya
lt
yandc
ust
ome
rre
tent
ionwhi
chi
ssoi
mpor
tantf
ort
hes
ucc
essofa
nyor
gani
zat
ion.
Fa
str
ackwa
sla
unc
hedi
ntheye
ar1998,whi
chi
sabr
andoft
hema
jorwa
tchma
nuf
act
uri
ngc
ompa
nyofI
ndi
a
Ti
ta
n.Asi
twa
sla
unc
hedon1998buti
tca
met
oli
mel
ighti
ntheye
ar2005a
ndbe
camea
sani
nde
pende
ntbr
and
byma
inl
yta
rge
ti
ngt
heur
banyout
handf
ashi
ons
egme
nt.Thi
sst
udyi
sonCus
tome
rsa
ti
sfa
cti
ont
owa
rds
Fa
str
ackBr
andswhi
chma
inl
yfoc
usont
hes
ati
sfa
cti
onl
eve
landc
ust
ome
ropi
niona
boutt
heFa
str
ackBr
and
a
nda
lsot
oknowhowwe
llt
hepr
oduc
tiswor
kingi
nthema
rke
t.Thi
swi
lls
pec
ifi
cal
lye
xpl
ai
nthec
ust
ome
r
wi
ll
ingne
ssa
nda
lsot
hel
ivi
ngne
ssoft
hec
ust
ome
rwha
tki
ndofpr
oduc
tst
heywa
nta
ndwhi
choft
hepr
oduc
ts
f
eat
ure
swi
lls
ati
sfyt
hem.Andt
hiss
tudya
lsos
howc
ase
sont
hes
tre
ngt
handwe
akne
ssoft
heFa
str
ackpr
oduc
t
a
nde
venoppor
tuni
ti
esa
ndt
hre
atst
othec
ompa
nywh
ichwi
llr
eal
lyhe
lpi
nma
kingagoods
tra
tegya
ndi
mpr
ove
t
hepr
oduc
tandr
equi
reme
nta
ccor
dingt
otha
t.I
nfor
mat
ioni
scol
le
cte
dthr
oughPr
ima
rya
ndSe
conda
ryda
ta
f
rom va
riousof
fi
ci
alwe
bsi
te
.Thepr
ima
ryda
tai
scol
le
cte
dthr
ough80c
ust
ome
rsoft
heFa
str
ackbyus
ing
que
sti
onna
ire
.Se
conda
ryda
tai
scol
le
cte
dthr
oughr
efe
rri
ngva
riousbooks
,ar
ti
cl
es,c
ompa
nywe
bsi
tea
nd
t
hroughi
nte
rne
tsour
ce.Ba
sedont
hef
indi
ngsma
jor
it
yoft
hec
ust
ome
rsa
res
ati
sfi
edbyt
heva
rie
tyo
fthe
pr
oduc
tst
hati
sof
fer
edbyt
heFa
str
ack.Ma
nyoft
hec
ust
ome
rsa
renota
war
eoft
hea
fte
r-pur
cha
ses
ervi
ce.The
t
rendyl
ooks
,adva
nce
dte
chnol
ogyi
nma
nuf
act
uri
ngt
hepr
oduc
tsa
ndt
heuni
quede
signswhi
chma
dec
ust
ome
rs
mor
esa
ti
sfi
edont
hei
rbr
and.

COMPANYPROFI
LE
Fa
str
acki
soneoft
hema
inpopul
ara
ndknownbr
andsf
ort
heyounga
gegr
oupwhi
chi
spa
rti
nTi
ta
nbr
and.
Ma
nybr
andsha
ves
ubor
dina
teout
li
newhi
cht
arge
tadi
ff
ere
nts
ect
ionofpopul
at
ion.Thi
she
lpst
oma
int
ai
na

30|
Page
uni
quei
dent
it
yfore
achbr
anda
nda
lsohe
lpst
hemo
the
rcompa
nyt
odi
ff
ere
nti
at
ebe
twe
ent
hef
ocusa
rea
sfor
t
hedi
ff
ere
ntbr
ands
.Thus
,inI
ndi
a,Ti
ta
nisac
orpor
ati
onwhi
chi
spa
rtoft
her
enowne
dTa
tag
roupa
ndi
tha
s
l
aunc
hedFa
str
ackwhi
chi
nte
ndsmos
tl
ytot
heyoungge
ner
ati
on.

Att
hepoi
ntwhe
nabr
andf
ocus
esont
hea
dol
esc
ent
,itne
edst
ocont
inuec
hangi
nga
ndr
e-e
val
uat
ingi
ts
elft
o
r
ema
int
une
dint
othemos
tre
centpa
tt
ernsi
nthema
rke
twhi
ch dr
awi
ntheur
bany
out
h.Fa
str
ack
c
orr
esp
ondi
ngl
yisones
uchbr
andwhi
chha
sbe
enc
hangi
ngi
tspr
oduc
tof
fer
ings
,pr
ese
nti
ngne
wcompo
nent
s
i
nfr
il
landi
nou
tli
neswi
tht
hegoa
ltha
titdr
awsi
ntheur
banyout
hofI
ndi
atoda
y.I
tiss
aidt
obeoneoft
he
i
nnova
ti
veyout
hbr
ands
.Atf
ir
stt
hebr
andbe
gunof
fwi
thwa
tchout
li
neswhi
chwe
rei
nvoguea
ndyoung;f
rom
t
hatpoi
ntf
orwa
rdi
tha
smove
dont
oeye
wea
r,pa
ckswhi
cha
rea
gai
nadve
rti
sedi
nva
riouse
yege
tt
ingwa
ys.
Whi
lewa
tche
sar
epr
omot
eda
swr
ista
ppa
rat
us,s
hade
sar
eshowc
ase
dase
yer
iggi
ng.Theba
tt
le
sforFa
str
ack
a
reupr
oar
iousa
nds
tunni
ng,wi
ths
loga
nsope
ntoe
luc
ida
ti
ona
ndc
rea
ti
vepl
ansi
nthe
irs
howr
ooms
.Toda
y
Fa
str
ackpr
ovi
desava
rie
tyofr
angeofpr
oduc
tsf
ort
heyoungpe
opl
e.

Al
te
rna
tea
ccumul
at
ionsa
rea
llj
ust
if
iedr
ega
rdl
esso
fal
ook.TheCol
ourPl
ayga
the
ringha
sta
ste
fulou
tli
nes
whi
chdi
spl
ays
qua
rec
ase
swi
ths
tri
kingde
signe
ddi
al
sandha
vec
rocs
kinde
signc
alf
ski
nst
raps
.The
Al
umi
nium gohi
ghl
ight
sgl
eami
ngwhi
tewa
tche
sofva
riouspl
answhi
let
heBa
sic
sga
the
ringhi
ghl
ight
s
wa
tche
sinpl
ast
ica
nde
las
ti
c.Ac
cor
dingl
y,t
her
eisa
dequa
tede
cis
ionwi
thr
ega
rdst
olooksf
oryoungf
ell
ows
a
ndl
adi
esa
mongFa
str
ackwa
tche
s.

Fa
str
ackbr
andsa
ref
ashi
onAc
ces
sor
iesi
ndus
try.The
sei
ndus
tri
esof
fer
ingsa
reWr
istwa
tch
es,ba
gs,be
lt
s,
wa
ll
et
s,s
ungl
ass
es,a
ndhe
lme
ts.ThoughFa
str
ackma
inl
yconc
ent
rat
eonWr
istwa
tche
sbuti
tal
soha
sagood
ma
rke
tsha
rei
ntheot
herf
ashi
ona
cce
ssor
iespr
oduc
tsl
ikes
ungl
ass
es,ba
gs,he
lme
ts,wa
ll
et
sandb
elt
s.The
sea
ll
f
ash
iona
cce
ssor
iesof
fer
edbyt
heFa
str
acka
reve
rys
tyl
is
handt
rends
ett
ersa
mongt
hepr
ese
ntyout
hs.As
f
ash
iona
cce
ssor
yindus
tryha
sahugea
ndbi
gge
rma
rke
t,Fa
str
acki
soneoft
hebe
stc
ompa
nie
sint
hef
ashi
on
a
cce
ssor
yindus
try.Fa
str
acki
sIndi
asoneoft
hebi
gge
styout
hfa
shi
onpr
oduc
tma
nuf
act
ure
rwi
thava
rie
tyof
c
oll
ect
ionofs
ungl
ass
es,be
lt
s,ba
gs,he
lme
ts,wa
ll
et
sandwa
tche
s.TheFa
str
ackha
sagooddi
st
ri
but
ionne
twor
k
ove
r100Fa
str
ackout
le
tsove
r50ma
jort
ownsa
cros
sIndi
a.Fa
str
acki
sma
inl
yayout
h-or
ient
edpr
oduc
tasi
tis
af
ashi
ona
cce
ssor
yindus
try,s
oitof
fer
sac
oola
ndyout
hst
yli
shbr
andst
otheyout
hs.Fa
str
acki
ssof
amous
a
mongt
heyout
hsbe
caus
ethepr
oduc
tsa
reofs
pee
dyc
hangi
ngde
signsa
ndwi
thl
at
estt
rends
.Iti
sal
sove
ry
goodi
nout
st
and
inga
dve
rti
si
nga
ndbr
andvi
si
bil
it
yoft
hepr
oduc
t.Thedi
ff
ere
nta
ndc
oola
dve
rti
seme
ntsa
lso
c
ont
ri
but
edal
oti
nconne
cti
ngt
hea
llki
ndsofpe
opl
etot
hei
rpr
oduc
tsa
ndbr
ands
.
31|
Page
TheFa
str
ackpr
oduc
tsa
rea
lsoa
vai
la
blet
hrought
hei
rowne
dre
tai
lout
le
ts,s
tor
es,s
upe
rma
rke
ts,ma
ll
s,a
nde
ven
i
nonl
inea
lso.So,i
tisoneoft
hemos
ttr
ust
edbr
andsi
nIndi
a.Fa
shi
ona
cce
ssor
iesa
ret
hec
ooli
te
mst
hata
re
us
edt
oac
compa
nime
ntt
hewhol
eout
lookoft
hebody
.The
ycons
istofc
olour
fula
ndva
riousc
oll
ect
ionsofba
gs
a
ndpur
ses
,eye
wea
r,be
lt
s,f
ashi
one
yewe
ara
ndwa
tche
s.SoFa
str
acki
sthec
ompa
nywhi
chpr
oduc
esa
llt
hes
e
f
ash
iona
cce
ssor
iespr
oduc
tswi
thuni
ques
tyl
eandf
eat
ure
s.Thef
utur
eout
lookoft
hea
cce
ssor
iesi
ndus
tryi
sof
e
nor
mousda
zzl
ing,a
stheyout
hsoft
hec
ount
rya
rebe
comi
ngmor
efa
shi
onor
ient
eda
ndj
udgme
nta
lens
uri
ngi
n
agr
owt
hinde
mandf
ort
hes
efa
shi
ona
cce
ssor
ypr
oduc
ts.Thel
ivi
ngs
tyl
eoft
hepe
opl
eandt
hepur
cha
sing
powe
rtha
tisi
ncr
eas
ing,mor
eandmor
epe
opl
epa
rti
cul
arl
ytheyoungge
ner
ati
ona
ndmi
ddl
eagegr
oupa
re
s
pendi
ngmor
eont
hes
epr
oduc
tsha
sinc
rea
sedt
hegr
owt
hoft
hef
ashi
ona
cce
ssor
iesi
ndus
try.

Thema
rke
toff
ashi
ona
cce
ssor
iesi
nIndi
aiss
eve
ral
lydomi
nat
eda
ndr
ule
dbyma
nyunbr
ande
dandl
oca
l
ma
nuf
act
ure
r,s
owec
anwi
tne
ssamor
enumbe
randava
stma
rke
tpl
acef
orbr
ande
dpl
aye
rsi
nthi
sfa
shi
on
a
cce
ssor
yindus
trya
rea
.Te
am BOSPr
oduc
tsLi
mit
ed,whi
chha
sasofl
at
egonei
ntode
signa
dor
nme
nts
r
eta
il
ingt
hroughi
tsCr
ew Re
publ
ic
anRe
tai
lst
ore
s,s
har
es,"
Fra
mee
mbe
ll
is
hme
ntsi
sahi
gha
dva
nce
ment
l
oca
lea
sthe
rea
renotbya
nyme
ansa
nyc
hec
kedpl
aye
rss
howi
nthi
sbi
t.Mor
eove
r,a
stheout
li
nec
arei
nIndi
a
gr
owsi
nes
ti
mabl
y,t
hei
mpr
ove
menti
nembe
ll
is
hme
ntsi
sat
rade
mar
kde
vel
opme
nt.Sot
her
eisagooda
ndva
st
ma
rke
tist
her
einI
ndi
afort
hef
ashi
ona
cce
ssor
yin
dus
trya
sitha
sthehi
ghe
str
ate
dyoungge
ner
ati
oni
nthe
wor
ld.Aspe
rth
ere
sea
rche
rst
heol
dre
por
toff
ew ye
arsba
cke
sti
mat
est
hef
ashi
ona
cce
ssor
iesba
zaa
risa
t
a
roundRs10,
000c
ror
es.Thee
xpa
nsi
ons
izeoft
hisi
ndus
tryi
sexpe
cte
data
round30-
40pe
rce
ntpe
rannum.I
n
r
eal
it
y,t
hea
ctua
lma
rke
tsi
zeoft
hisi
ndus
trywoul
dbeal
otbi
gge
r.Ther
ece
nta
nal
ysi
sont
hef
ashi
on
a
cce
ssor
iess
howst
hatt
her
ewi
llbeave
rybi
ggr
owt
hfort
hef
ashi
ona
cce
ssor
yindus
try.HIde
signI
ndi
a,t
he
pr
oduc
era
ndr
eta
il
eroff
ashi
ona
cce
ssor
ies
,ma
inl
yle
athe
rha
ndba
gsa
ndwa
ll
et
s,s
aid,"
Thema
rke
tof
ha
ndba
gsi
sappr
oxi
mat
el
yar
ound1000c
ror
eandi
tsgr
owt
hra
tei
sabout20pe
rce
nt.I
nre
centc
oupl
eofye
ars
,
t
heyha
ves
eent
hede
vel
opme
nta
tar
ound23-
28pe
rce
nt.

Pr
oduc
ts:
Wa
tche
s–Spor
tswa
tche
s,Cl
ipwa
tche
s,Sma
rtwa
tche
s,wa
terr
esi
st
antwa
tche
s
Sungl
ass
es
Ba
gs
He
lme
t
Wa
ll
et
s

32|
Page
 VI
SIONANDMI
SSI
ON
Vi
si
on
Wec
rea
tee
nri
chi
nghi
ghe
rexpe
rie
nce
sfort
hepe
opl
ewet
ouc
hands
igni
fi
cant
lyi
mpa
ctt
hewor
ldwewor
kin.
Mi
ssi
on
Wewi
lldot
hist
hroughapi
one
eri
ngs
pir
ita
ndac
ari
ng,va
lue
-dr
ive
ncul
tur
etha
tfos
ter
sinnova
ti
ond
rive
s
pe
rfor
manc
eande
nsur
est
hehi
ghe
stgl
oba
lst
anda
rdsi
neve
ryt
hingwedoa
ndwor
k.

RESEARCHMETHODOLOGY
Ther
ese
arc
hwi
llbedonet
hroughs
urve
yme
thod.Thec
oll
ect
ionofda
tawi
llbedonet
hroughque
sti
onna
ire
,
i
nte
rvi
ewa
ndr
ela
tedwe
bsi
te
s.Thes
ampl
esi
zet
ake
nfort
hisr
ese
arc
his100c
ust
ome
rs.Thea
reaoft
hiss
urve
y
c
ons
istofBa
nga
lor
eci
ty.Thec
oll
ect
ionofda
tawi
llbedonewi
tht
hehe
lpofas
truc
tur
edque
sti
onna
ire
.The
de
signi
ngofque
sti
onna
irene
edspr
eci
si
ona
ndc
las
sif
ica
ti
onoft
hes
ubj
ect
,sot
hatt
her
esponde
ntsc
ane
asi
ly
unde
rst
andt
hequ
est
iona
ndc
ana
nswe
rits
inc
ere
lya
ndc
orr
ect
ly.
1.Re
sea
rchType
:
De
scr
ipt
iveRe
sea
rch–De
scr
ipt
iver
ese
arc
hha
sbe
enc
onduc
teda
sthepr
ima
ryda
tawa
sst
udi
eda
nda
nal
yze
d
a
ccor
dingt
othene
edoft
hes
tudy.
2.Da
taCol
lec
tionMe
thod:
Theme
thodo
fda
tac
oll
ect
ioni
sque
sti
onna
ireme
thod.
3.Sa
mpl
euni
t: Ea
chr
esponde
ntwa
scons
ide
reda
sas
ingl
euni
tint
hes
urve
y.
4.Sa
mpl
eSi
ze:Thes
ampl
ewa
sdonet
aki
ng80uni
ts
.
5.Col
lec
tionOfDa
ta:Mos
tl
y,t
hei
nfor
mat
ionwhi
chha
sbe
enc
oll
ect
edi
spr
ima
ryi
nna
tur
e.Somes
eco
nda
ry
da
taha
vea
lsobe
ene
xtr
act
edf
romt
heva
riouswe
bsi
te
s,publ
is
hedj
our
nal
s,ma
gaz
ine
s,a
ndne
wspa
per
s.
6.Da
taAna
lys
isMe
thod&t
ool
s:Theda
taa
nal
ysi
sins
trume
ntus
edf
orc
onduc
ti
ngt
her
ese
arc
hisTa
bul
at
ion.
7.Ar
eaSe
lec
ted:Sur
veywa
sconduc
tedi
nBa
nga
lor
eCi
ty.

Compe
tit
orsofFa
str
ack
Thes
ucc
essofe
acha
nde
ver
ybus
ine
ssi
sma
inl
yde
pende
ntonhowbr
il
li
ant
lyi
tfa
cest
hec
ompe
ti
ti
onbyt
he
c
ompe
ti
tor
s.
Thema
inc
ompe
ti
tor
sofFa
str
acka
re:
•Ti
mex
•Swat
ch
33|Page
•Ca
sio
•Se
iko
•TommyHi
lf
ige
r
•Di
ese
l

SWOCANALYSI
S
St
rengt
hs:
•Fa
str
ackha
sahi
ghyout
hconne
ct–i
tha
spos
it
ione
dasayout
hst
yli
shbr
and
•I
tha
sapowe
rfuldi
st
ri
but
ionc
hanne
ltha
tismor
etha
n158e
xcl
usi
ves
tor
esi
n79ma
jorc
it
ie
sofI
ndi
a.
•I
tisoneoft
hema
inpopul
arbr
andsi
nIndi
a.
•Thee
xce
ll
enta
ndr
efr
esh
inga
dve
rti
si
nga
ndbr
andvi
si
bil
it
yofFa
str
ackpr
oduc
tsi
sal
sooneoft
he
s
tre
ngt
hst
othebr
and
•I
tha
sas
trongba
cki
nga
nds
uppor
tofapa
rentbr
and.
•TheFa
str
ackpr
oduc
tsc
hange
swi
tht
hel
at
estt
rendsi
nfa
stc
hangi
ngi
nthe
irde
signsa
ndf
eat
ure
s.
•Thepr
oduc
tsa
reTr
endya
nda
ffor
dabl
e.
•Fa
str
ackha
sadi
ff
ere
ntr
angeofc
oll
ect
ions
.
•Fa
str
ackpr
oduc
tsa
rea
vai
la
blei
nthe
irownout
le
tsa
nda
lsoi
not
hers
tor
es,s
upe
rma
rke
ts,ma
ll
sand
a
lsot
hroughonl
ine
.

We
akne
ss:
•Li
mit
edGl
oba
lre
achi
nspi
teofbe
ingoneoft
hemos
tpopul
arbr
andsi
nIndi
a.
•I
tma
inl
yconc
ent
rat
esononl
yonepa
rti
cul
ars
egme
ntoft
hea
gegr
oup.
•Pr
oduc
tsha
veas
hor
tli
feduet
ocha
ngi
ngt
rends
.
•I
nFa
str
ackt
her
ear
enotmuc
hmul
ti
pur
pos
ewa
tche
s.

Oppor
tuni
ti
es:
•The
rei
sal
argenumbe
roff
ast
-gr
owi
ngyout
hse
gme
ntpr
ese
ntsgr
owt
hoppor
tuni
ti
es.
•Gl
oba
lpe
net
rat
ionwou
ldhe
lpt
heFa
str
ackbr
andst
ota
rge
ttheyounge
ryout
hsofa
llot
herde
vel
ope
d
c
ount
ri
es.
•Fi
nanc
ialpos
it
ioni
sst
ronga
ndha
sagoodma
rke
tinI
ndi
a.

Cha
lle
nge
s:
34|
Page
•Toughc
ompe
ti
ti
oni
nwa
tche
sanda
lsoi
not
herpr
oduc
ts
•Yout
hse
gme
nti
spr
ices
ens
it
ive
•Ent
ryoff
ore
ignpl
aye
rsa
nda
lsol
oca
lpl
aye
rs
•Cha
nce
sofe
ntr
anc
esofne
wcompa
nie
s.

OBJ
ECTI
VESOFTHESTUDY
➢ Tos
tudyt
hel
eve
lofs
ati
sfa
cti
ona
mongt
hec
ust
ome
rsofFa
str
ackbr
and.
➢ Toknowt
hewa
ntsa
ndne
edsoft
heCus
tome
r.
➢ Tos
tudyt
her
ela
ti
ons
hipbe
twe
enc
ust
ome
rsa
ti
sfa
cti
ona
ndt
hei
rre
tent
ion.
➢ Topr
ovi
des
ugge
sti
ons
,ini
mpr
ovi
ngt
hec
ust
ome
rsa
ti
sfa
cti
ona
ndt
hec
ompa
nys
ale
sandPr
ofi
ta
bil
it
y.

DATAANALYSI
SANDI
NTERPRETATI
ON
1.
Ava
ila
bil
it
yofa
lla
cce
ssor
ypr
oduc
tsi
noneout
let
?

SL.
NO Opi
nion No.ofr
esponde
nts

1 Ave
rag
e 15

2 Good 40

3 Exc
ell
ent 25

Tot
al 80

I
nte
rpr
eta
tion:
Thea
bovea
nal
ysi
sshowst
hatmos
toft
her
esponde
ntsa
res
ati
sfi
edwi
tht
hepr
oduc
tsa
vai
la
blei
noneout
le
ttha
t
i
sar
ound40p
erc
entoft
hec
ust
ome
rsf
eelt
hata
vai
la
bil
it
yoft
hea
llpr
oduc
tsi
noneout
le
tisgood.

2.Compa
ris
onofFa
str
ackwa
tche
swi
thTi
mexwa
tche
sona
ttr
act
ivepa
cka
ging.

35|
Page
Re
spons
e Noofr
esponde
nts

St
rongl
yagr
ee 23

Agr
ee 27

Ne
utr
al 12

Di
sagr
ee 18

St
rongl
yDi
sagr
ee 0

Tot
al 80

I
nte
rpr
eta
tion:
Thea
bovea
nal
ysi
sshowst
hatma
jor
it
yoft
her
esponde
ntsa
remor
efa
sci
nat
edbyt
hepa
cka
gingofFa
str
ack
c
ompa
nywa
tche
sra
the
rtha
ntheTi
mexwa
tche
spa
cka
ging.

3.
Cas
honde
live
rya
ndmone
yba
ckof
fer
sofFa
str
ackpr
oduc
ts.

Opi
nion Re
spons
e

Sa
ti
sfa
ctor
y 38

NotSa
ti
sfa
ctor
y 3

Good 22

Exc
ell
ent 17

Tot
al 80

I
nte
rpr
eta
tion:
Thea
bovea
nal
ysi
sshowst
hatc
ashonde
li
ver
yandmone
yba
ckof
fer
sofFa
str
ackpr
oduc
tsha
sthema
jor
it
yof
t
hes
ati
sfa
ctor
yra
ti
ngt
hati
sby38r
esponde
ntsSoi
tca
nbei
nte
rpr
ete
dtha
tcus
tome
rsa
res
ati
sf
iedbyt
hes
e
ki
ndsoff
aci
li
ti
es.

4.Thepr
ici
ngoft
heFa
str
ackpr
oduc
ts

36|
Page
Opi
nion Re
spons
e
Good 34
Exc
ell
ent 26
Notgood 20
Tot
al 80

I
nte
rpr
eta
tion:
Cus
tome
rsa
res
ati
sfi
edwi
tht
hepr
ici
ngoft
heFa
str
ackpr
oduc
tsc
ompa
redt
othe
irc
ompe
ti
tor
s.

5.Fa
str
ackpr
oduc
tse
xce
lle
ncyi
naf
terpur
cha
ses
ervi
ce.
Opi
nion Re
spons
e
St
rongl
yAgr
ee 1
Agr
ee 10
Ne
utr
al 66
Di
sagr
ee 3
St
rongl
ydi
sag
ree 0
Tot
al 80

I
nte
rpr
eta
tion:
Thea
bovea
nal
ysi
sshowst
hatmos
toft
hec
ust
ome
rsa
renota
war
eoft
hea
fte
rpur
cha
ses
ervi
cel
ikewa
rra
ntyor
r
epa
irsf
ort
hei
rpr
oduc
t,s
oFa
str
acks
houl
dgi
vepr
ope
rknowl
edgea
nda
war
ene
sst
othe
irc
ust
ome
rst
oge
ta
c
lea
rinf
orma
ti
on.

6.
Cus
tome
ropi
nionont
hewor
thoft
heFa
str
ackBr
ands

Opi
nion No.ofRe
sponde
nts

Ye
s 68

No 12

Tot
al 80

I
nte
rpr
eta
tion:

37|
Page
Fr
omt
hea
bovet
abl
e12pe
rce
ntoft
her
esponde
ntsf
eelt
hatFa
str
ackwa
tche
sar
enotwor
thpur
cha
sing,whi
le
t
heot
her68pe
rce
ntoptt
obuyFa
str
ackwa
tche
sasi
twor
th.

7.Ra
ngeofFa
str
ackpr
oduc
ts.
Opi
nion Re
spons
e
Ye
s 73
No 7
Tot
al 80
I
nte
rpr
eta
tion:
Thea
bovet
abl
eshowst
hat73pe
rce
ntoft
her
esponde
ntsa
res
ati
sfi
edwi
tht
hewi
der
angeofpr
oduc
tsof
fer
ed
byFa
str
acka
ndt
heot
her7pe
rce
nta
renot
.

FI
NDI
NGS
 Ma
jor
it
yoft
hec
ust
ome
rsa
gre
edt
hatFa
str
ackBr
andsa
rewor
thpur
cha
sing.
 Ma
jor
it
yoft
hec
ust
ome
rsf
eelt
hatFa
str
ackwa
tche
sar
ebe
tt
ert
hani
tsc
ompe
ti
tor
sTi
mexi
nPa
cka
ging
a
ndi
tsTr
endyl
ooks
.
 Mos
toft
her
esponde
ntsf
eltgooda
boutt
hea
vai
la
bil
it
yofa
lla
cce
ssor
ypr
oduc
tsi
noneOut
le
t.
 Ma
jor
it
yoft
hec
ust
ome
rsa
renota
war
eofa
fte
rpur
cha
ses
ervi
ceofFa
str
ack,i
tindi
cat
est
hatFa
str
acki
s
f
ail
edi
ngi
vingpr
ope
rinf
orma
ti
ona
nda
war
ene
ssont
hea
fte
r-pur
cha
ses
ervi
ce.
 Mos
toft
hec
ust
ome
rsf
eltt
hatFa
str
ackpr
oduc
tpr
ici
ngi
sexc
ell
enta
ndac
ust
ome
ror
ient
edonewhe
n
c
ompa
redt
oot
herbr
ands
.
 Ma
jor
it
yoft
hec
ust
ome
rsa
res
ati
sfi
edwi
tht
hef
aci
li
tyofc
ashonde
li
ver
yandmone
yba
ckof
fer
sof
Fa
str
ackpr
oduc
ts.
 Ma
jor
it
yoft
hec
ust
ome
rsus
eFa
str
ackwa
tche
sonl
y,t
hiss
howst
hel
oya
lt
yofc
ust
ome
rst
owa
rdst
he
Fa
str
ackbr
andswa
tche
s.

38|
Page
 SUGGESTI
ONS
Thef
indi
ngss
ugge
stt
hatt
her
eisur
gentne
edf
ora
sse
ssi
ngt
hegl
oba
lma
rke
ti
ngoppor
tuni
ti
esa
ndde
vel
opi
ng
gl
oba
lst
rat
egi
esbyFa
str
ackt
ode
vel
opc
ompe
ti
ti
vee
dge
.ThoughFa
str
acki
sve
rypopul
ari
nIndi
a,i
tshoul
d
t
akes
omei
nit
ia
ti
vesa
nds
tra
tegi
est
ode
vel
opi
ngl
oba
l.
1.I
nsur
veyma
nyr
esponde
ntsme
nti
one
dtha
tthe
yar
enota
war
eofa
fte
rpur
cha
ses
ervi
ce.Sot
heFa
str
ack
ha
stot
akei
nit
ia
ti
vesona
fte
rpur
cha
ses
ervi
cea
nds
pre
ada
war
ene
sst
hatt
heya
rea
lsof
aci
li
ta
tea
nd
pr
ovi
desagooda
fte
rpur
cha
ses
ervi
ce.
2.Fa
str
ackma
inl
yco
nce
ntr
ateonUr
bana
rea
sofI
ndi
a.Soi
tal
soha
stol
ookf
orwa
rdf
or2t
ie
rand3t
ie
r
c
it
ie
stoma
keFa
str
ackmor
epopul
ara
ndi
twi
llhe
lpt
her
ura
lpe
opl
eal
sot
oge
tmor
eva
rie
tya
ndmor
e
r
angeofFa
str
ackpr
oduc
ts.SoFa
str
acka
lsoha
stoope
nma
nyout
le
tsi
not
her2t
ie
rand3t
ie
rci
ti
es.
3.Duet
othet
oughc
ompe
ti
ti
onFa
str
ackha
stopr
ovi
demor
eandmor
eofgoodof
fer
sanddi
scount
sto
s
ati
sfyc
ust
ome
ran
dre
tai
nthe
m.
4.TheFa
str
ackha
stopr
omot
ethebr
andst
hroughpa
rti
ci
pat
ingi
nsc
hool
sandc
oll
egee
vent
s.The
ret
hey
s
houl
dspons
ort
hepr
ogr
amme
dandha
stos
pre
adt
hea
war
ene
ssoft
hebr
anda
mongt
hes
tude
nt.

CONCLUSI
ON
Thi
sst
udyha
shi
ghl
ight
edt
hei
mpa
ctofc
ust
ome
rsa
ti
sfa
cti
ont
owa
rdst
heFa
str
ackbr
ands
.Ont
hegr
owi
ng
i
nfl
uenc
eofgl
oba
li
zat
ionont
heI
ndi
anf
ashi
ona
cce
ssor
yindus
trynumbe
rsofgl
oba
lfa
shi
ona
cce
ssor
iesa
re
c
omi
ngt
oIndi
awi
tht
hei
rva
rie
tyofpr
oduc
tsf
eat
ure
s.I
nsuc
hac
ompe
ti
ti
vee
nvi
ronme
ntFa
str
ackne
edt
obe
qua
li
tyc
ons
ciousa
ndc
ust
ome
ror
ient
eds
inc
ethepr
oduc
tsof
fer
edbyt
heot
herc
ompa
nie
sar
eal
mos
tsa
mea
nd
s
imi
la
rinf
eat
ure
.SoFa
str
ackne
edst
ota
kes
eri
ousi
nde
vel
opi
ngi
ts
elfa
ndha
stot
akes
eri
ouse
ffor
tst
oma
ke
mor
ecompe
ti
ti
vea
nds
tabl
eint
hepr
ese
ntma
rke
tbyf
ocus
ingont
hegoodqua
li
tys
ervi
cet
othec
ust
ome
rst
o
r
eac
hthe
irma
ximum e
xpe
cta
ti
ona
ndt
osa
ti
sfyt
hei
rne
eds
.Re
achi
ngt
hec
ons
ume
rexpe
cta
ti
ona
ndma
king
t
hems
ati
sfa
ctor
yont
hebr
andsi
save
rydi
ff
icul
tpr
oce
ssa
sthe
rei
sane
ckt
one
ckc
ompe
ti
ti
on.So,ga
ini
nga
nd
ma
int
ai
ningc
ons
ume
rpr
efe
renc
eisabi
gpr
obl
emt
oeve
ryor
gani
zat
ion.SoFa
str
ackha
stot
akec
ont
inuousa
nd
c
ons
ist
entbr
andi
ngi
nit
ia
ti
vesa
ndha
stoma
nuf
act
uret
hepr
oduc
tsa
ccor
dingt
othec
ons
ume
rne
edst
hatwi
ll
r
einf
orc
ethec
ust
ome
rpu
rcha
sede
cis
iona
ndi
twi
lll
eadt
ocus
tome
rre
tent
ion.Soa
tt
ai
ninga
nds
ust
ai
ning
c
ust
ome
rst
owa
rdst
heFa
str
ackbr
andi
sai
mpor
tants
tepi
nga
ini
ngbr
andl
oya
lt
y.Mos
toft
hec
ust
ome
rspr
efe
r
Fa
str
ackbr
andsduet
oit
sdi
ff
ere
ntde
signsa
nds
tyl
is
hlooksoft
hepr
oduc
tsa
nda
lsobyi
tss
trongi
mage
.So
Fa
str
ackha
stoc
ont
inuet
hes
egoodqua
li
ti
esa
ndha
stobeac
ust
ome
ror
ient
eda
scus
tome
rsa
ret
heonl
yke
y
39|
Page
pl
aye
rsf
ort
hes
ucc
essofa
nybr
ands
.Sot
hec
ust
ome
rsa
ti
sfa
cti
onpl
aysave
ryi
mpor
tantr
olei
nde
vel
opi
nga
nd
s
ucc
essofa
nyc
ompa
ny.

BI
BLI
OGRAPHY
AJ
ama
l,M.G.(
2001)
.Cons
ume
rsa
ndBr
ands
:“ASt
udyoft
hei
mpa
ctofs
elf
-i
magec
ongr
uenc
eonBr
and
pr
efe
renc
eSa
ti
sfa
cti
on”
.
Ar
sla
n,N.G.(
2014)
.Cus
tome
rExpe
cta
ti
on,Sa
ti
sfa
cti
ona
ndLoya
lt
yRe
lat
ions
hip.
Bha
tna
gar
,A.
a.(
2004)
.Amode
lofr
eta
ilf
orma
tcompe
ti
ti
onf
ornon-
dur
abl
egoods
.
Bha
tt
acha
rya
,K.(
2011)
.TheCha
ngi
ngDe
mogr
aphi
cPr
ofi
leofMi
ddl
ecl
assI
ndi
anCons
ume
rinDe
vel
opi
ng
Ma
rke
tandi
tsMa
nif
est
at
ionsonBuyi
ngBe
havi
orf
orWr
istWa
tche
s-AnAna
lyt
ic
alSt
udy.
C,S.G.(
2013)
.Be
havi
ora
lre
spons
etoCus
tome
rSa
ti
sfa
cti
on.
Ca
ll
ande
r,E.(
2009)
.Impa
ctofCons
ume
rBe
havi
oront
heQua
li
tyoft
hes
ervi
ce.
Chu,K.a
.(2011)
.Cus
tome
rSa
ti
sfa
cti
onbyPr
oduc
tQua
li
tya
ndVa
lue
.
Da
su,S.TheCus
tome
rSe
rvi
ceSol
uti
on.
Li
vet
t,H.M.(
2012)
.Appa
relRe
tai
li
ngi
nIndi
a:Eme
rgi
ngTr
endsi
nFa
shi
onMa
rke
ti
ng.
Luoa
ndHombur
g,O.(
2006)
.Re
sea
rchJ
our
nalonCus
tome
rSa
ti
sfa
cti
ont
owa
rdsTi
ta
nandi
tsSubs
idi
ary
br
ands.
Ra
i,A.(
2003
).Cus
tome
rRe
lat
ions
hipMa
nage
ment
.
Sz
war
c,P.(
2006)
.Re
sea
rchi
ngCus
tome
rSa
ti
sfa
cti
ona
ndLoya
lt
y.
Za
hor
ik,A.(
200
6).Cus
tome
rRe
tent
iona
ndMa
rke
tSha
re.

ANNEXURE
Que
sti
onna
ire
:
1.Ava
il
abi
li
tyofa
lla
cce
ssor
ypr
oduc
tsi
noneout
le
t?
2.Compa
ris
ono
fFa
str
ackwa
tche
swi
thTi
mexwa
tche
sona
tt
rac
ti
vepa
cka
ging.
3.Ca
shonde
li
ver
yandmo
neyba
ckof
fer
sofFa
str
ackpr
oduc
ts.
4.Thepr
ici
ngoft
heFa
str
ackpr
oduc
ts.
5.Fa
str
ackpr
odu
ctse
xce
ll
enc
yina
fte
rpur
cha
ses
ervi
ce.
6.Cus
tome
ropi
nionont
hewor
thoft
heFa
str
ackBr
ands
.
7.Ra
ngeofFa
str
ackpr
oduc
ts.

40|
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41|
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