SKASC PROJET 2019

CHAPTER -I

INTRODUCTION

1.1 Overview Of Study

Customer satisfaction is term frequently used in marketing. It is a measure of how products and
services supplied by a company meet or surpass customer expectation. Customer satisfaction is
defined as “the number of customers or percentage of total customers, Whose reported experiences
with a firm, its products or its services(ratings) exceeds specified satisfaction goals.
India is the second largest manufacturer and producer of two-wheelers in the world stands next only
to Japan and china in terms of the number Of two-wheelers and produced and domestic sales
respectively.This distinction was achieved due to variety of reasons like restrictive policy
followed by the government of india towards the passenger car industry, rising demand for personal
transport, inefficiency in the public transportation system etc. The Indian two-wheelers industry
made a small beginning In the early 50s when Automobile Products of India(API) started
manufacturing scooters in the country.In the last few years, the Indian two wheelers has spectacular
growth the country stands next to china and Japan in terms of production and sales
respectively.Majority or Indians especially the youngster prefer motorbikes rather than cars.
Capturing a large Share in the two wheelers industry, bikes and scooters cover major segment.Bikes
are large variety of two wheelers are available in the market known for the latest technology and
enhanced mileage Indian bikes, mopeds represent style and class for both men and women In India.

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1.3 Company Profile

Founded in 1979,TVS Motor Company, the USD 1.5 billion, flagship company of the 100year
old,USD 7 billion, TVS Group, is one of India’s leading two-wheeler manufacturers and among the
top seven in the world. The company has the wide strange of products in the Indian two and three
wheeler industry with exports to more than 60 countries worldwide.

Driven by technology and innovation at the helm, TVS Motor Company boasts of a rich talent pool
of more than 7000 personal who constantly emphasize the company’s commitment to ensure best
practices in state-of-the-art manufacturing facilities at hosurin Tamilnadu, mysore in Karnataka,
Nalagarh in Himachal Pradesh and Karawangin Indonesia. Mr.VenuSrinivasan,the Chairman of
TVS Motor Company had led by example,winningmany laurels including the prestigious “Padma
Shri”award.”Order of Diplomatic Service Merit” medal from Korean President, The JRD Tata
Corporate, The Star of Asia award by Business Week, The Jamsheji TATA Lifetime Quality
Achievement Award and Emerging Corporate Giant-Times & Harvard Business School Association
are other high-profile awards bestowed on him, on behalf of the company. He was also awarded the
coveted Ishikawa-Kano Award presented by Asian Network for quality. Among the latest honours
conferred on him was an honorary doctor of science degree by Purdue University,USA.The
company’s penchant for quality resulted in it becoming the first two-wheeler manufacture to win
the coveted Deming Award in 2002.It was the first Indian company to deploy a catalytic converter
in a 100cc motorcycle and the first to indigenously produce a four stroke 150cc motorcycle.

In 2006,the company’s TVS Apache became the first Indian motorcycle to consecutively win six
prestigious awards in a row. In 2007,TVS became the first Indian automobile manufacturer to roll
out as many as seven new products on a single day, a testimony to its manufacturing process. In
2012,TVS Motor Company was declared as ‘India’ most trusted Two Wheeler Brand ‘by the Brand
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Equity Most Trusted Brand Survey and in 2014 TVS Jupiter became the most awarded scooter in
India, winning six ‘scooter of the year ‘awards from leading publication houses in the country.

In 2015,TVS Motor Company emerged as the most awarded two wheeler manufacture of the year
having received ‘Two wheeler manufacturer of the year”, ‘Motorcycle of the year up to 110
cc’:TVS Star city+ and ‘Two Wheeler commercial of the Year’: TVS Sports at the NDTV Car and
Bike awards 2015,’motorcycle of the year Up to 110cc’:TVS Star city+ at the car India Bike India
Awards 2015 and ‘scooter of the year’: TVS Scooty Zest at the Bloomberg Autocar India Awards
2015,ET Zigwheels Awards 2014 and CNBC Overdrive Awards 2015.In the Inaugural edition of
JD Power India Two-wheeler IQS 2015,TVS brands featured in the top three across segments.
While TVS Wego and TVS Jupiter claimed top spots, TVS spots, TVS Sport, TVS star city+
featured in the top three in economy motorcycle and TVS Apache RTR 160 and 180 in top three in
premium category.TVS motor Company’s customer inspired engineering approach, has enabled it
to introduce the widest product range that caters to all segments of the two and three wheeler
industry in India .Total customer satisfaction is achieved through philosophy which is based on the
five pillars of TQM (Total Quality management).Quality awareness therefore percolates through the
entire organisation from new product development to after sales services.

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1.3.1 Apache RTR160

Figure 1.3.1 Apache RTR160

Apache is TVS' answer to the ever growing premium 150cc segment. Borrowing the ‘racing DNA’
from TVS racing, the Bike comes with an air cooled 159.7cc engine belting out 15.2 bhp of power
and 13.1 Nm of torque. It also features an analogue-digital combo console, gas charged shock
absorbers and a front petal disc brake. The claimed mileage figure is at 60kmpl. The bike is priced
at 72,514 serving the performance purists in the 150cc and above class of bikes, the Apache range
of motorcycles from TVS comes with an extremely peppy and grunty motor coupled with equally
enthusiastic handling dynamics.

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1.3.2 Apache RTR 180

Figure 1.3.2 Apache RTR 180

The Apache RTR 180 is a small displacement performance bike offering from TVS Motor
Company. In terms of both looks and performance, the Apache R TR 180 is a very good product
and offers great value for money. Sharp design elements, including LED DRLs with pilot lamps
lend the Apache RTR 180 aggressive looks. The engine, tank and tail cowls are styled with
aerodynamic race design and also get racy decals. The instrument panel gets an LCD display of the
Apache RTR 180 is quite good.

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1.3.3. Apache RTR 200 4V

Figure 1.3.3. Apache RTR 200 4V

The TVS Apache RTR 200 is the flagship offering from the hosur based two-wheelers giant.
Though one can say that TVS made its fans wait a long-time for the bigger displacement Apache
but the wait was worth it. The styling is chiselled and sharp while maintaining the design DNA of
the Apache family and is a good looking motorcycle. The Apache RTR 200 also gets LED DRLs
and an all-digital instrument cluster with a lap timer and top speed recorder being the standout
features. The new TVS motorcycle has been priced at Rs 89,457 for the base variant and competes
against the Bajaj Pulsar NS200 and the new Yamaha FZ25.

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1.3.4 Phoenix

Figure1.3.4 Phoenix

The second 125cc offering by the Chennai-based bike maker after the not-so successful TVS Flame,
the Phoenix is powered by an all- new Eco Thrust engine that’s both refined and frugal. The Phoenix
comes with several attractive features such as a digital speedo with amber backlight, a digital fuel
gauge, a low battery reminder, petal disc brake at the front,etc,though overall styling is still very
conventional compared to the competition.

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1.3.6 Star City Plus

Figure1.3.6 Star City Plus

TVS Motors were among the biggest players in the 110cc commuter segment at the turn of the
century with Victor range of motorcycles. Sadly for the hosur based manufacturer, the Victor
couldn’t survive the test time and slowly faded away after making a promising start.TVS knew that
it couldn’t afford to bow out from the commuter segment given the volumes they register. For this
purpose it launched the Star City range of commuters and the new TVS Star City+ is the flagship
offering in the commuter segment from the manufacturer. The styling of the bike is similar to any
modern commuter motorcycle with a biking fairing, single piece headlamp, alloy wheels, sculpted
fuel tank and the works. But owing to the snazzy graphics and the use of chrome on the exhaust
shield and the 3D logo, the Star City+ is striking for a commuter offering. The Star City+ has an
analogue dial for speedometer and a digital fuel gauge along with a service indicator and typical
TVS,eco and power mode indicator. Switch gear quality of the motorcycle is fantastic and wouldn’t
seem out of place on a more expensive motorcycle. Build quality and paint finish is also impressive
and the bike is solidly put together and this has slowly becoming a hallmark of TVS products.

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1.3.7 Sport

Figure1.3.7 Sport

Refreshing its commuter range, TVS Motor Company has launched an updated version of the TVS
Sport. The 100cc motorcycle comes with improved mileage and some new features. The new TVS
Sport now claims to offer fuel economy of 95kmpl “under standard drive cycle conditions”, which
is over 7kmpl more than the older model’s claim of 87.7kmpl.According to an official statement
released by TVS motor the reason for this improved fuel economy is the TVS Sport’s Dura Life
Engine. It continues to be powered by a 99.7cc single cylinder motor, good for 7.5PS peak power,
and torque rating of 7.5NM, which comes mated to a 4-speed transmission. The engine has been
worked up on to reduced friction, which helps in improving the overall mileage of the motorcycle.
Besides this, the company has used chrome plated piston rings and roller cam follower in the Dura
Life Engine which also lower engine friction..

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1.3.8 Jupiter

Figure1.3.8 Jupiter

The Jupiter is TVS’s attempt to take on the Honda Activa which is the undisputed king of the 110cc
scooter segment in India. To make the Jupiter stand apart from its rivals, TVS has loaded the Jupiter
with an exhaustive list of features most of which were segment firsts. The 110cc TVS scooter has
been priced at Rs 49,034 ex-showroom Delhi. The Jupiter has been well received in the Indian
market and recently the MillionR variant was launched to commemorate the sales of 1 million units
of the popular scooter. The special edition of the Jupiter gets a unique wine red shade and also disc
brake as an optional extra.TVS claims a mileage figure of 62kmpl.

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1.3.9 Wego

Figure1.3.9 Wego

The TVS Wego was the first modern line-up of scooter launched by TVS few years back in the
Indian market. It has recently received two new colours shades of metallic orange and t-grey. The
Wego was positioned as a female oriented scooter. It had sharp styling to set it apart from its
competitors. The Wego also employed metal body panels, the scooter weighs just 108kg.it also
features a full-digital instrument console, a first for any TVS scooter. The Wego also features power
and eco mode indicator.TVS claims a fuel efficiency of 62kmpl for its 110cc scooter. The scooter
has an under seat storage of 16 litres while mobile charger is an optional extra. The Wego rides on
12-inche dia alloy wheels which aid in improving stability and handling dynamics. The TVS Wego
was also the first scooter from the hisur based manufacturer to offer disc.

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1.3.10 Scooty Zest

Figure 1.3.10 Scooty Zest

The Scooty Zest is TVS motor Company’s 110cc scooter offering targeted specifically at female
riders. Looking at the Scooty legacy of TVS Motors, the Scooty Zest has ditched the small ‘moped-
ish’ looks of the earlier Scootys and the Zest now is a full sized scooter, even though it looks
sleekier and smaller than its competition. Build quality is good, and ergonomics are well sorted,
even for taller riders. In terms of looks, the design is all- new; the front apron gets new styling with a
new headlamp and new twilight lamps. The leaf shaped mirrors are all- new as well, and the Scooty
Zest gets high quality grips and nice switchgear with painted switches and a useful parking brake as
well. There is a new LED tail lamp at the rear and a smart looking grab rail and a new exhaust
muffler with a stainless steel guard.

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1.3.11 Scooty Pep Plus

Figure 1.3.11 Scooty Pep Plus

TVS Motors had launched the 2016 edition the Scooty Pep Plus where it got 11 new colours and
graphics. The Scooty was launched in 1996 and in the past two decades has spawned various
iteration and variants. A major chunk of the Scooty’s success has been its positioning. As part of its
marketing strategy, TVS has positioned the Scooty itself is a scooterette with diminutive
dimensions like a low 768mm seat height and a light weight of just 95kilos.The 87.8cc four stroke
single-cylinder motor makes 5PS and 5.8Nm.

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1.3.12 XL Heavy Duty

Figure 1.3.12 XL Heavy Duty

TVS had launched a new four-stroke TVS XL100 at Rs 28,843(ex-showroom, Maharashtra) on

March 29th ; 2016.The moped has been around since the 80’s. The TVS XL Heavy Duty has been a
hit in the rural regions of south India for its no- nonsense and single- minded approach as a two-
wheeled load lugger.It gets Heavy-Duty rear shock absorbers, wide front- loading platform and a
removable rear seat to make space for more luggage. The moped is as basis as they come though it
does get interesting colours. It is powered by a 69.9cc two-stroke engine that delivers 3.5PS and
5nm of torque. The gearbox is a basic single-speed unit mated to a centrifugal clutch. The bike
cannot be sold in cities owing to emission regulations but is intended for rural markets. While the
XL Heavy Duty weighs 75kilos, it is rated for a payload of 130 kilos. Fuel efficiency is rated at
67kmpl and the moped gets a 4- litre tank. The TVS XL Heavy Duty retails at Rs 26,867 and makes
sense if you need a no- nonsense two-wheeler to lug stuff around on a daily basis and expert
extremely low running cost out of it.

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1.4 Need for the study

1.5 Objectives

 To analyse the level of customers satisfaction towards TVS.

 To examine the impact of behavioural factors of consumers on choosing TVS Bikes

 To study consumer opinion of their TVS bikes regarding its features like appearences, mileage,
price etc.

 To give suggestions to meet customer satisfaction.

1.6 Scope of the Study

The study aims at assessing the new trends in consumer’s behaviour towards TVS Two-Wheelers. It
consists of brand preference of consumers and their level of satisfaction regarding the usage of TVS
Two-Wheelers. The study also focuses the problems of the customers while using TVS Two-
Wheelers. It covers the customer of Two-Wheelers.

1.7 Limitation of the Study

 The responses weren’t perfect enough to get the accurate information.

 The study was purely based on the opinion of the respondents of Coimbatore District

 The research time period was limited to 6 months

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CHAPTER II

LITERATURE REVIEW

2.1 Theoretical concepts

A literature review is a description of the literature relevant relevant to a particular field or topic.Its

gives an overview of what methods and methodologies are appropriate and useful. As, such, it is not

in itself primary research, but rather it reports on other findings.A literature review may be purely

descriptive, as in an annotated bibliography, or it may provide a critical assessment of the literature

in a particular field.

Here is one definition of a literature review:”.A literature review uses as its database, reports of

primary or original scholarship, and does not report new primary scholarship itself.The primary

reports used in the literature may be verbal, but in the vast majority of cases reports are written

documents.The types of scholarship may be empirical, theoretical, critical/analytic, or

methodological in nature.second a literature review seeks to describe summaries, evaluate, clarify

and/or integrate the content of primary reports.”

A literature review will generally be a part of a thesis or dissertation, forming an early context-

setting chapter.It may also form a useful background where you are outlining a piece of research, or

putting forward a hypothesis.Review of literature is a study of literature available on the problem

selected by the researcher and to review the relevant literature that has been reported earlier in the

form of literature.Review of literature suggests new planning approach for the investigation.In the

words of Busha & Harter(1980) ‘Literature review is a critical summary of different facts of

research problem as reported in existing sources’.Further, they state that literature search on

literature review is an attempt to identify, locate and synthesise completed research reports, articles,

books and other material about the specific problems of a research topic.

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2.2 Review of literature

R.Nair susa (2000) the success of the firm will be determined by how effective it how effective it

has been in meeting the diverse customer needs and wants by treating each customer as unique and

offering products and services to suit his/her needs.

Pasanen(1992) reviewed three studies relating collision speeds and pedestrian injury severity,

finding their results quite consistent and that the probability of pedestrian death reached nearly

modelling the data estimated that of pedestrian would die when struck by a vehicle traveling 20

mph.

Wazan(1998)reviewed articles identifying risk factors for child pedestrian injuries.Two studies

showed that higher speed limits were associated with higher risk of injury to child pedestrians.

Roberts(1995)found an odds ratio of 40-49 km/h 25-30 mph roads with lower limits, and in the

seattle area found odds ratios of 3.2 for child pedestrian zones and for roads with limits above 64

km/h 40 mph roads with speed limits.

Murphy John and Bellman Eric(2008). It has been discussed that in 1948, the Bajaj Auto Ltd

came with importing and selling of Vespa scooters.The scope of the scooters had decreased since

the boom in the motorcycle market segment.The customers’ preferences changes the automative

strategies adopted by the Hero Motor co. in India.

Dhananjoy Datta(2010). There are many factors on which the buying behaviour of the customers

depends and these factors motivate them to purchase a two-wheeler.These factors include

advertisement ,word of mouth, references from family, friends, own experiences, features, price,

et.The result of the survey done was that around 51% of the customers having two-wheeled fall in

the age group of 20-30 years, while their income is above Rs.5000. 64% people are unmarried and

use Bajaj two wheelers.In most of the cases, the motivation comes from friends(44%) and

family(31%).People also search for instalment plans and finance schemes before purchasing a two

wheeler.

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Prof.S.Saravanan and Prof.N.Panchanatham(2009), they discussed the essentials for Promotion

of a product.The result shows that a customer considers all factors at the time of purchasing a two

wheelers, although majority of customers give importance to the brand image.This study also

describes the socio-economic factors which satisfy two wheelers customers and that the employees

and students crave for show room services.

Lisa R.Klein and Gary T.Ford(2003) It has been stated by the authors that the customers can do a

cost benefit analysis to choose a search strategy, i.e, what, when, how much and where to search,

but the customers do not search much,Which may be due to customers’ perception that the search

costs are quite high or that the value of the search is quite low.As a part of pre-purchase search for

perfect automobile as per their requirement, the customers in this digital age take the help of

internet, websites as well as social networking sites to do a comparative study of the different

models of different brands available in the market.Hence their opinion is also influenced by the

reviews of the people already possessing the motorcycle and using it.

Snelders & Schoormans (2000) Different techniques are suggested in the literature to find out

which attributes consumers use to judge products.

Simonson & Tversky(1992) Making a product from its computers by adding even a meaningless

attribute can increase consumers’ quality perception or can decrease perceived risk.

Dr.S.K.Sinha & Ajay Wagh(1993) examines that the India is one of the fastest growing

telecommunication markets of the twenty first century.The common man, artisans, agricultural

labours, vendors and workers from every walk of life are comfortably using the services provided

by telecom industries.The potential of capturing market segment will surely depend upon

understanding dynamics of customers’ preference.

According to Lewis & Boom(2000) service quality is considered as a measure of how well the

service delivered matches customers’ expectation on providing a better service than the customer

expect organisational brand promotional strategies should be based on developing innovative offers

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& products, developing cost friendly value driven packages and tariffs, offering quality services

after sales services & ability to make calls without getting cut off & also to provide cheaper cost of

calls to other networks.

Dr.C.Annandan & M.Prasanna Mohan raj & Mr.S.Madhu(2004) examined the new mantra of

all FMCG giants is;To get rich, sell to the rural,.So they have started marketing programs to explore

the untapped segment of rural markets.As far as FMCG is concerned, the market penetration and

consumption in rural areas is low so there is an opportunity for marketers to utilise the market

effectively.Another key positive aspect is the current government focuses on rural

areas.Understanding the rural customers,Inadequate data rural markets Reaching of products or

services to 6.4lakhs villages for poor infrastructure facility.

Rachel Dardis, HoracioSoberon-Ferre r(2012) investigated the consumer decision making is

multinational, that is consumer choices are not base on a single product attributes, instead

consumers view products as bundles of attributesProduct attribute(automobile attributes) as well

household characteristics.In both instances, the higher the value of the cost index or the Trouble

Index,the more unsatisfactory the car is relative to other cars.

Dr.S.K.Sinha & Ajay Wag(2014) examined that India is one of the fastest growing

telecommunication markets of the twenty first century.The common man,artisans,agricultural

labours, vendors and workers from every walk of life are comfortable using the services provided

by telecom industries.The potentials of capturing market segment will surely depend upon

understanding dynamics of customers’ preference.

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CHAPTER III

Research Methodology

3.1 Research Design

Descriptive study is a fact investigation with adequate interpretation. It is also specific as ii focuses
on particular aspects or dimensions of the project being undertaken. Data are collected by using one
or more appropriate methods such as observations, interviewing and questionnaire.

3.2 Source of Data

3.2.1 Primary Sources:

Primary sources are original sources from which researcher directly collects data that have not been
previously collected. The methods of data collection employed in this study are self-observation
and personal interview.

3.2.2 Secondary Sources:

Secondary sources are those sources of data from which the researcher collects data that has been
previously collected. The data concerned by referring various journals, company books brochures,
newspaper, magazines, internet and old company manuals.

3.3 Sampling Design

Sampling is the process of learning about the population on the basis of sample drawn from it. Thus
the sampling technique instead of every unit of the universe only a part of the universe is studied
and the conclusion are drawn the basis for the entire universe. A sample is a sub-set of population
units.

3.3.1 Sample Size

The sample size consists of 100 respondents for knowing the consumer attitude towards social
media marketing. The Sample of 100 respondents was taken to know the consumer attitude towards
social media marketing.
 Sampling unit-consumers of TVS BIKES
 Sample size-100.

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3.3.2 Sampling Method

At first stage of sampling methods, I have used random sampling technique to the places from
where I have to select customers from local region because it was not possible to select every
customer at a time because of broad area. At Second stage, I used convenience sampling technique
to take responses from the respondents.

 Sampling Method-Random Sampling Method.

 Nature of participation-Direct

3.4 Method of data collection

3.4.1 Primary source: Data was collected by using questionnaire from the users of TVS bikes.

3.4.2 Secondary Sources: Secondary source of data includes: published articles, research papers,
published books, different research work done previously, relevant papers or journals, magazines
etc. And also used other reports from the internet.

3.5 Tools for Analysis

3.5.1 Simple Percentage Analysis

The percentage method is used for comparing certain feature. The collected data are presented
in the form of tables and graphs in order to give effective visualization of comparison made.
No. of Respondents
Simple Percentage = -------------------------------- X 100
Total no of Respondents

3.5.2 Chi – Square Analysis

It is useful to determine the sign can’t relationship between the two variables.
The formula is used for chi-square test is

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CHAPTER IV

ANALYSIS AND INTERPRETATION

Table 4.1.1

The Gender Respondents

Serial No Gender Respondents % Of The

Respondents

1 Male 58 58

2 Female 42 42

Interpretation

From the above table it is observed that 58% of respondents are Male and 34% of respondents are
female.

Chart 4.1.1
The Gender Respondents

42

58 Male
Female

Inferences

From the above chart majorities are male 58% and remaining 42% are female.

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Table 4.1.2

The Age Group Respondents

Serial No Particulars Respondents % Of The

Respondents

1 18 T0 25 80 80

2 26 TO 36 17 17

3 36 Above 3 3

Interpretation

From the above table it is observed that 80 respondents are between 18 to 25 Age groups and 17
respondents are between 26 to 36 Age groups and 3% respondents are between 36 to 45 age groups.
Chart 4.1.2

The Age Group Respondents

3
17

18 T0 25
26 TO 36

80 36 Above

Inference
From the above chart 80 are between 18-25 age,17 are between 26-36 age, 3 are between
36-above age group.

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Table 4.1.3

The Occupation Group Respondents

Serial No Occupation Respondents % Of The

Respondents

1 Students 77 77

2 Business 12 12

3 Professionals 5 5

4 Others 6 6

Interpretation

From the above table it is observed that 77% respondents are student and 12% respondents are
business 5% are professionals and 6% are others.

Chart 4.1.3

The Occupation Group Respondents

5 6
12
Students
Business
Professionals
77
Others

Inferences
From the above chart 77% are students,12% are business ,5% are professionals, and 6%
are others.

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Table 4.1.4
The Awareness About Tvs Bike Respondents

Serial No Awareness Respondents % Of The

Respondents

1 T.V 48 48.5

2 Newspaper 12 12.1

3 Friends 28 28.3

4 Internet 11 11.1

Interpretation
From the above table it is observed that 48.5% respondents are Tv and 12.1% respondents are
Newspaper and 28.3% respondents are Friends and 11.1% respondents are internet.

Chart 4.1.4
The Awareness About Tvs Bike Respondents

11

48 T.V
28
Newspaper
Friends
12 Internet

Inferences
From the above chart 48 respondents are known from T.V.

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Table 4.1.5
The Respondents For Preferred Two Wheelers

Serial No Preference Respondents % Of The

Respondents

1 Geared 70 70.7

2 Ungeared 29 29.3

Interpretation
From the above table it is observed that 70.7% respondents are geared and 29.3% respondents are
Unguarded

Chart 4.1.5
The Respondents For Preferred Two Wheelers

29

Geared

70 Ungeared

Inference
From the above chart 70% respondents are preferred Geared.

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Table 4.1.6

The Respondents For Bike To Prefer While Purchasing

Serial No Preference Respondents % Of The

Respondents

1 Speed 22 22.2

2 Mileage 53 53.5

3 Design 6 6.1

4 Brand 19 19

Interpretation
From the above table it is observed that 22 respondents are speed 53 respondents are mileage than 6
respondents are design. Finally 18 respondents are Brand.

Chart 4.1.6

The Respondents For Bike To Prefer While Purchasing

19 22

6 Speed
Milage
Design
Brand
53

Inferences
From the above chart highest respondents depends on mileage.

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Table 4.1.7

The Respondents For Preferred Two Wheelers

Serial No Preferences Respondents % Of The

Respondents

1 100CC 11 11.1

2 125CC 25 25.3

3 150CC 27 27.3

4 200CC 19 19.2

5 310CC 17 17.2

Interpretation
From the above table it is observed that 11 respondents are 100CC,25 respondents are 125CC, 27
respondents are 150CC than 19 respondents are 200CC .Finally 17 respondents are 310CC.
Chart 4.1.7
The Respondents For Preferred Two Wheelers

17 11

25 100CC
19
125CC
150CC
200CC
27
310CC

Inferences
From the above chart highest respondents depends on 150CC.

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Table 4.1.8

The Respondents For Tvs Two Wheelers

Serial No Particulars Respondents % Of The

Respondents

1 XL 100 23 23

2 Apache 200 36 36

3 Starcity 6 6

4 Scooty pep+ 20 21

5 310RR 14 14

Interpretation
From the above table it is observed that 23 respondents are XL 100, 36 respondents are
Apache 200, 6 respondents are Starcity than 20 respondents are Scooty pep+ .Finally 14
respondents are 310RR.

Chart 4.1.8
The Respondents For TVS Two Wheelers

14 23
XL 100
20 Apache 200
Starcity
6 Scooty pep+
36
310RR

Inferences
From the above chart highest respondents depends on Apache 200.

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Table 4.1.9

The Respondents For Financial Support

Serial No Financial Support Respondents % Of The

Respondents

1 Low Initial Payment 11 11.1

2 Low rate interest 29 29.3

3 Low EMI 21 21.2

4 Zero interest 38 38.4

Interpretation
From the above table it is observed that 11 respondents are Low initial payment, 29 respondents are
low rate interest, 21 respondents are low EMI than 38respondents are Zero interest.

Chart 4.1.9

The Respondents For Financial Support

11
38
Low Initial Payment
29
Low rate interest
Low EMI
21 Zero interest

Inferences
From the above chart highest respondents depends on Zero interest.

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Table 4.1.10

The Respondent For Advertisements &Sales Promotion

Serial No Advertisements &Sales Respondents % Of The

Promotion Respondents

1 Strongly Agree 24 24

2 Agree 54 54

3 Neither agree or Disagree 18 18

4 Strongly Disagree 4 4

Interpretation
From the above table it is observed that 24 respondents are Strongly Agree, 54 respondents are
agree, 18 respondents are Neither agree or Disagree than 4 respondents are Strongly Disagree.

Chart 4.1.10

The Respondents For Advertisements &Sales Promotion

4 Strongly Agree
18 24

Agree

Neither agree or
54 Disagree
Strongly Disagree

Inferences

From the above chart highest respondents are Agree.

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Table 4.1.11

The Respondents For Purchases Of TVS Two Wheelers

Serial No Purchases Respondents % Of The

Respondents

1 Yes 82 81.6

2 No 18 18.4

Interpretation
From the above table it is observed that 82 respondents are Yes,18 respondents are No.

Chart 4.1.11

The Respondent For Purchases Of Tvs Two Wheelers

18

Yes
No
82

Inferences
From the above chart highest respondents are Agree in Yes.

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Table 4.1.12

The Respondents For Sales Promotion And Advertisement Campaigns

Serial No Advertisement Respondents % Of The

Campaigns Respondents

1 Yes 82 82.5

2 No 17 17.5

Interpretation

From the above table it is observed that 82 respondents are Yes,17 respondents are No.

Chart 4.1.12

The Respondents For Sales Promotion And Advertisement Campaigns

17

Yes
No
82

Inferences

From the above chart highest respondents are Agree in Yes.

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Table 4.1.13

The Respondents For Advertisements &Sales Promotion

Serial No Sales Promotion Respondents % Of The

Respondents

1 Films 30 29.6

2 Sports 51 51

3 Others 19 19.4

Interpretation
From the above table it is observed that 30 respondents are Films, 51 respondents are Sports, 19
respondents are belong to Others category.

Chart 4.1.13

The Respondents For Advertisements &Sales Promotion

19
30

Films
Sports
Others
51

Inferences
From the above chart highest respondents are from Sports.

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Table 4.1.14
The Respondents Rate For Following Variables About Tvs Motor

Variable Highly Satified Satisfied Dissatisfied Bad

Price 32 57 4 3

Mileage 47 40 8 2

Style 34 53 6 1

Appearance 35 55 4 1

Resale value 29 49 10 6

After sales 30 49 9 5
service
Pick Up 30 58 5 2

Interpretation
From the above tablet is observed the price, milage, style, appearance, resale value, after
sales services and pickup are compare here with pointing of highly satisfied, satisfied,
dissatisfied and bad.
Chart 4.1.14
The Respondents Rate For Following Variables About Tvs Motor

70

60 57 58
55
53
49 49
50 47
40 Highly Satified
40 35
34 Satisfied
32
29 30 30
30 Dissatisfied
Bad
20
10 9
10 8
6 6 5 5
43 4
2 1 1 2
0
1 2 3 4 5 6 7

Inferences :
From the above chart it is observed,Mileage are highly satisfied, satisfied, dissatisfied and
bad.

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Table 4.1.15

The Respondents Rate Of TVS Bike Advantages

Serial No Advantages Respondents % Of The

Respondents

1 Cost Effective 43 43.4

2 Technology 32 32.3

3 Advertisement 21 21.2

4 Aesthetic/Looks 3 3

Interpretation

From the above table it is observed that the cost Effective, technology, advertisement and
Aesthetic/Looks are compare with pointing to numeric.

Chart 4.1.15

The Respondents Rate Of Tvs Bike Advantages

3
21
43
Cost Effective
Technology
Advertisement
32
Aesthetic/Looks

Inferences

From the above chart it is observed, that cost effective is prefer a lot.

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Table 4.1.16

The Respondents Of Service In Your Locality

Serial No Particulars Respondents % Of The

Respondents

1 Highly satisfied 21 21.2

2 Satisfied 66 66.7

3 Dissatisfied 10 10.1

4 Highly Dissatisfied 2 2

Interpretation
From the above table it is observed that 21 respondents are Highly Satisfied, 66 respondents are
Satisfied, 10 respondents are Dissatisfied than 2 respondents are Highly Dissatisfied.

Chart 4.1.16

The Respondents Of Service In Your Locality

2
10 21

Highly satisfied
Satisfied
Dissatisfied
66 Highly Dissatisfied

Inferences
From the above chart highest respondents are belongs to Satisfied.

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Table 4.1.17

The Respondents Satisfied With The Service In Your Locality

Serial No Services Respondents % Of The

Respondents

1 Service in time 39 39.8

2 Reliable service 38 37.8

3 Well trained Mechanics 17 17.3

4 Less labour charge 5 5

Interpretation
From the above table it is observed that 39 respondents are Service in time, 38 respondents are
Reliable Service, 17 respondents are Well trained mechanics. Finally 5 respondents are Less labour
Charge.

Chart 4.1.17

The Respondents Satisfied With The Service In Your Locality

5
17
39 Service in time
Reliable service
Well trained Mechanics
38
Less labour charge

Inferences
From the above chart it is observed that 39 respondents are belongs to Service in Time.

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Table 4.1.18
The Respondents Rate Of Following Variables About Tvs Motor

Variable Strongly Agree Neutral Disagree Strongly

Agree Disagree
Warranty 32 50 11 1 0
Guarantee 38 41 13 1 1
Original 42 44 6 2 1
Parts
Annual 43 33 16 3 0
Maintenance
Special Offers 29 49 10 6 0
Availability 39 37 18 4 0
of latest
equipment’s
Trust 34 50 9 2 0
Near to 39 43 12 2 0
Residence

Interpretation:
From the above tablet it is observed the tools os tvs bikes Warranty,Guarantee,Original
Parts, Annual Maintenance,Special offers, availability of latest equipments, Trust,Near to
Residence are compare with customer satisfaction level to the tools.
Chart 4.1.18
The Respondents Rate Of Following Variables About Tvs Motor
60
50 49 50
50
44 43 43
41 42
38 39 39 Strongly Agree
40 37
33 34
32 Agree
29
30
Neutral
20 18 Disagree
16
13 12
11 10 Strongly Disagree
9
10 6 6
3 4
1 1 2 2 2
0
1 2 3 4 5 6 7 8

Inference:
From the above chart it is observed that Company Authorized Service Station are Dissatisfied.

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Table 4.1.19
The Respondents Rate Of Booking An Appointments By company Website

Serial No Online booking Respondents % Of The

Respondents

1 Yes 62 62.6

2 No 37 37.4

Interpretation
From the above table it is observed that 62 respondents are Yes,37 respondents are No.

Chart 4.1.19

The Respondents Rate Of Booking An Appointments By Acompany Website

37

Yes
62
No

Inferences
From the above chart 62 respondents are Yes.

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Table 4.1.20

The Respondents Rate Of Two Wheeler Serviced From Company Authorized Service

Serial No Authorized Service Respondents % Of The

Respondents

1 Discount on Spares 23 23.2

2 Discount of Labour 18 18.2

3 Free Wash 31 31.3

4 Extended Warranty 12 12.1

6 Free Break down service 7 7.1

7 Other Items 8 8.1

Interpretation

From the above table it is observed that 23respondents are Discount on spares, 18 respondents are
Discount of Labour, 31 respondents are Free Wash then 12 respondents are Extended Warranty then
7 respondents are Free break down service.Finally 8 respondents are from Other category.
.Chart 4.1.20
The Respondents Rate Of Two Wheeler Serviced From Company Authorized Service

Respondents

8 Discount on Spares
7 23
12
Discount of Labour

18
Free Wash
31
Extended Warranty

Free Break down

service

Inferences

From the above chart it is observed that 31 respondents are supports to Free Wash.

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Table 4.1.21

The Respondents Of Resale Value Of TVS Motor

Serial No Resale Value Respondents % Of The

Respondents

1 Good 45 45.5

2 Average 47 47.5

3 Bad 7 7.1

Interpretation
From the above table it is observed that 45 respondents are Good,47 respondents are Average and 7
respondents are Bad.

Chart 4.1.21

The Respondents Of Resale Value Of Tvs Motor

45
Good
47 Average
Bad

Inferences
From the above chart it is observed that 47 respondents are Average.

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Table 4.1.22

The Respondents Of Satisfaction On Resale Value Of Tvs Motor.

Serial No Satisfaction on resale Respondents % Of The

value Respondents

1 Highly Satisfied 22 22.2

2 Satisfied 71 71.7

3 Dissatisfied 6 6.1

Interpretation
From the above table it is observed that 45 respondents are Highly Satisfied ,71 respondents are
Satisfied and 6 respondents are Dissatisfied.

Chart 4.1.22

The Respondents Of Satisfaction On Resale Value Of Tvs Motor.

6
22

Highly Satisfied
Satisfied

71 Dissatisfied

Inferences
From the above chart it is observed that 71 respondents are Satisfied.

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Chi-Square Test

Gender and bikes

Aim : To know the association between the gender of the respondents and bikes.

Null Hypothesis: There is no association between the gender of the respondents and bikes.

Alternative Hypothesis: There is association between the gender group of the respondents and
bikes.

Age * Two-wheeler Cross tabulation

Count age xl 100 apache 200 starcity scooty pep+ 310RR Total
18 to 25 18 56 18 68 35 195
26 to 35 3 10 0 12 25 50
35 to 45 0 0 0 0 5 5
above45 1 0 0 0 10 11
Total 22 66 18 80 75 261

Chi-Square Tests

Value Df Asymp. Sig. (2-Sided)

Pearson Chi-Square 58.681a 12 .000
Likelihood Ratio 63.363 12 .000
Linear-By-Linear
23.845 1 .000
Association
N Of Valid Cases 261

Interpretation
The calculated value, 0 is lesser than 0.05; hence alternative hypothesis is accepted there is
significant relationship between gender and bikes.

Inferences
The test has proven that there is significant relationship between the gender and bikes.

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Chi-Square Test

Age and preference

Aim : To know the association the Age of the respondents and preferences.

Null Hypothesis: There is no association between the Age of the respondents and preferences.

Alternative Hypothesis: There is association between the Age group of the respondents and
preferences.

gender * preference Cross tabulation

Gender Geared Ungeared Total

Male 119 20 139
Female 61 61 122
Total 180 81 261

Chi-Square Tests

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 38.498a 1 .000
Continuity Correctionb 36.852 1 .000
Likelihood Ratio 39.663 1 .000
Linear-by-Linear
38.351 1 .000
Association
N of Valid Casesb 261

Interpretation

The calculated value, 0 is lesser than 0.05; hence alternative hypothesis is accepted there is
significant relationship between age and preference.

Inferences

The test has proven that there is significant relationship between age and preference.

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CHAPTER-V

FINDINGS, SUGGESTIONS

5.1 Findings

• Majority of buyers of TVS two-wheelers are in group of 18 to 25 years.

• Majority of consumers are students and business.

• Majority of consumer come to know about TVS bikes through T.V and Friends.

• Majority of Responds like to purchase TVS bike because of the attractive model.

• Majority of consumers prefer geared bikes up to 70%.

• Majority of consumer prefer most by choosing mileage, brand and speed.

• Majority of consumers prefer in choosing 125CC bikes most.

• Majority of consumers satisfaction is satisfied towards TVS bikes where satisfaction level is
between 51-100%

• Most of the consumers preferring in choose of the apache 200.

• Majority of consumer now depends on the brand name the two wheelers.

• Majority of consumers felt the Resale value of the bikes are Good compared to other brands.

• Majority of consumers prefer choosing TVS bikes because it is affordable by middle class people.

• Majority of consumer felt that there is service in time and reliable service.

• Majority of consumers will suggest their Friends and Relatives to opt for TVS bikes.

• Consumers are satisfied with the technology adopted in the bike.

• Majority of consumers Satisfied by the overall performances of the TVS Bikes.

5.2 Suggestion

• Even though the customers are satisfied with technology, new features such as parts, design
etc.,Can be introduced which appeals customers.
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• It would be suggesting the company to show some interested in improvement of body strength,
quality, style and mileage.

• Company can introduce some more attractive colours’ which will influences the buying behaviour
of consumers.

• Company can undertake some more promotional activities which could possibly increase the sales
of the company.

• The overall weight and height of few bikes should be reduce.

• TVS bikes should be manufacture in such a way that will have capacity to ride on all type of
roads

• And tvs dealers can give more financial support to the consumers for low initial payment.

CHAPTER-VI

CONCLUSION

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From the study it is concluded that consumer satisfaction play a major role in our day to day life.
Consumer satisfaction has become a necessity. Now-a-days one finds it hard to survive without
them.TVS Motor cycle is one of the leading motor cycle providers and it should also concentrate on
the research and development in the country itself so as to fulfil the demands of the local residents
in the desired manner. As rapid socio-economic changes sweep across India, the country is
witnessing the creation of many new markets and a further expansion of the existing ones. The
Indian motor cycle industry has witnessed a considerable change in the past couple of years.
Changing life styles with access to disposable incomes, easy finance options and a surge in
advertising has been instrumental in bringing about a sea change in the consumer behaviour
pattern.TVS Motor cycle also need to modify their advertising strategies in order to educate the
target audience about the product.

According to a study conducted by ITWO on the Indian motor cycle industry, a shift in
consumer preferences towards higher ends, technologically advanced branded products and new
bikes has been quiet discern able. This shift can be explained by narrowing differentials between
the prices of branded and new upcoming bikes added with the high quality of after sales service
provided by the branded players

BIBLIOGRAPHY

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• Abhay Jain and B S Hundal (2006),” Barriers in TVS BIKES Adoption in India”,The IUP Journal

of Bank Management, vol:4 issue:3, pp64-73

• Adams, D.A Nelson,R.R and Todd, P.A(1992),”Perceived Usefulness,Ease of Use, and Usage of

mobile phones A Replication,”MIS Quarterly(16:2),pp 227-247.

• Ajzen, I,(1991)”The theory of Consumer Behaviour ,Organisational behaviour and Human

decision Processes “,50(2),pp:179-211.

WEBSITE

• www.scribd.com

• www.wikipedia.org

• www.eicherworld.com

• www.teambhp.com

• http://en.wikipedia.org/wiki/TVS BIKES

• http://www.tvsxl.com/t-aboutus-ttsl-organization.Aspx

• http://www.BIKES.co.in/webapp/Aboutus/aboutushome.js

• http://www.apple.com/LG.portal?nfpb=true&pageLabel=iphonePage Aboutapple

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APPENDIX

1. Name

2. Gender

a) Male b)Female

3. Age

a)18 to 25 b)26 to 35 c)35 to 45 d)Above 45

4. Occupation

a) Students b) Business c) Professionals d) Others

5. Income

a)5000 to 10000 b) 10001 to 15000 c) 15001 to 20000

6. How do you come to know about TVS Bikes?

a)T.V b) Newspaper c) Friends d) Internet

7. Which two wheelers do you prefer?

a)Geared b) Ungeared

8. Which feature of the bike you would like to prefer most while purchasing?

a) Speed b) Mileage c) Design d) Brand

9. How much capacity do you prefer in your two wheelers?

a)100cc b) 125cc c) 150cc d) 200cc

10. What is the preferable budget range for a TVS Bikes?

a) 50000-60000 b) 60000-70000 c)70000-80000 d) 80000-90000

11. Which bike comes to your mind when you think of a Tvs Two Wheelers?

a) XL 100 b) Apache 200 c)Starcity d)Scooty pep+

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12. What kind of financial support would you prefer?

a) Low initial payment b) Low rate interest c) Low EMI d) Zero interest

13. Whether advertisement & sales promotion give you a lot of information to buy two wheelers?

a) Strongly Agree b) Agree c) Neither agree or Disagree d) Strongly Disagree

14. Whether brand name plays important role in purchase of Tvs Two Wheelers?

a)Yes b)No

15. Do you feel sales promotion and advertisement campaigns are necessary in marking buying

decision?

a)Yes b) No

16. Which celebrities do you prefer in an advertisement to promote Tvs two wheelers?

a) Film b) Sports c)Others

17. Rate the following variables about Tvs Moto

1VARIABLE HIGHLY SATISFIED DISSATISFIED BAD

SATIFIED
Price

Mileage

Style

Appearance

Resale value

After sales
services
Pick up

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18. How do you rate the following?

(Note :Ranks between 1-4,Rank 1 being important & Rank 4 Being the least important)

a) Cost effective b) Technology c) Advertisement d) aesthetics/looks

19. Are you satisfied with the service in your locality?

a) Highly Satisfy b) Satisfied c)Dissatisfied d)Highly Dissatisfied

20. What are improvements in service that you demand Tvs two wheelers?

a) Service in time b) Reliable service c) Well trained mechanics d )Less labour charge

21. Why do would you get your two wheelers serviced from company Authorised Service station?

VARIABLE STRONGLY AGREE NEUTRAL DISAGREE STRONGLY

AGREE DISAGREE

Warranty

Guarantee

Original
Parts

Annual
Maintenance
Contract

Special
Offers

Availability
of latest
equipment’s
Trust

Near to
Residence

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22. Do you use the company website to book your appointments for after sales services?

a) Yes b)No

23. Which offer/schemes did you receive while getting your two wheelers serviced from

Company Authorised Services Station?

1. Discount on Spares
2. Discount of Labour
3. Free Wash
4. Extended Warranty
5. Free Break down service
6. Others (Specify)

24. How was Resale Value of Tvs motor?

a) Good b)Average c) Bad

25. Are you satisfied with overall performances of Tvs bike?

a) Highly Satisfied
b) Satisfied
c) Dissatisfied
d) Highly Dissatisfied

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