res ‘TVS MOTOR COMPANY 1.2 INDUSTRIAL PROFILE: ‘The motors on mini bikes, scooters, and mopeds, or motorized velocipedes, are usually air-cooled and range from 25 to 250 cubic cm (1.5 to 15 cubic inches) in displacement; the multiple-cylinder motoreycles have displacements of more than 1,300 cubic em, The automobile was the reply to the 19th-century dream of self-propelling the horse- drawn carriage, Similarly, the invention of the motorcycle created the self-propelled bicycle. The first commercial design was a three-wheeler built by Edward Butler in Great Britain in 1884, This employed a horizontal single-cylinder gasoline engine mounted between two steerable front wheels and connected by a drive chain to the rear wheel. The 1900s saw the conversion of many bieycles, or pedal cycles by adding small, centrally mounted spark ignition engines. There was then felt the need for reliable constructions. This led to road trial tests and competition between manufacturers. Tourist Trophy (TT) races were held on the Isle of Man in 1907 as reliability or endurance races. Such were the proving ground for many new ideas from early two-stroke-cycle designs to supercharged, multivalve engines mounted on aerodynamic, carbon-fibre reinforced bodywork.res ‘TVS MOTOR COMPANY Key highlights of Indian two-wheeler segment: - India’s the second largest producer of two wheelers Two-wheeler segment contributes the largest volume amongst all the segments in automobile industry The industry is growing at 30% annually. Indian two-wheeler industry is as old as 53 years. Bajaj auto began trading in imported Vespa Scooters in 1948. Until the mid-80’s, there were only three major motor cycle manufacturers in India namely Rajdoot, Escorts, and Enfield. The two-wheeler market was opened to foreign manufacturers in the mid 80's, In 1984, Hero group entered the market in joint venture with Japan’s Honda Group. India is the second largest manufacturer and producer of two-wheeler in the world. It stands next only to Japan and China in terms of the number of two-wheelers produced and domestic sales respectively. Two Wheeler segment as a whole during the year 2018-19 drop by over 17.31% Backed by Government’s initiative on rural roads and better connectivity with major towns and cities, improved agricultural performance, upward trend of purchasing power in the hands of rural people, the two wheeler industry was able to achieve the performance of crossing 7.8 million two wheelers, during the year 2018-19. Hero Honda Bajaj‘TVS MOTOR COMPANY 1.3 MAJOR PLAYERS Company name YAMAHA BAJAJ AUTO LTD KAWASAKI HONDA MAHINDRA SUZUKI Impact Neutral Neutral ‘Neutral Neutral Neutral Neutral Impact factors A,B,C,D A,B,C, D A,B,Cres ‘TVS MOTOR COMPANY ies of TVS Group: TV Sundaram lyengar and Sons Limited operates through the three following divisions. TVS Sundaram Motors Madras Auto Service. TVS and Sons distribute Heavy duty Commercial Vehicles, Jeeps and Cars. It represents premier automotive companies like Ashok Leyland, Mahindra and Mahindra Itd. Fiat and Honda, It also distributes automotive spare parts for several leading manufacturers. TVS & Sons has grown into a leading logisties solution provider and has set up state-of-the-art warehouse all over the country. It has also diversified into distributing Garage equipment that ranges from paint booths to engine analyses and industrial products Sundaram Brake Linings Limited- First Indian company to manufacture asbestos-free brake linings, woven clutch facings and dise pads for automotive applications. Sundaram Fasteners Limited- India’s largest manufacturer of radiator caps to GM in USA. Sundaram Finance Limited ~ Leading consumer finance company in India. Sundaram Industries Limited - with a reputation built over five decades, comprises several divisions: custom moulded rubber products, tyre service and coach building. Also specializes in refrigerated trucks and bunk beds. 14 [Pageres ‘TVS MOTOR COMPANY 9, Sundaram Clayton Limited - Sundaram Clayton Limited was established in 1962 in collaboration with Clayton Dewandre Holdings Ple. (WABCO Automotive) pioneering the manufacture of air brake systems in India, SCL enjoys a major share of the Indian OEM. Market as well as the domestic aftermarket, which it caters to through a strong and well spread-out distribution network SCL-Brakes division is the first company in India and fourth company outside Japan to win the Deming award for achieving distinctive performance improvements through TQM. Sundaram Motors ~ Major dealer for Indian and foreign cars in South India and foreign cars in South India, Established in 1966, Sundaram Fasteners Limited (SFL) is today the largest manufacturer of high tensile fasteners in India, SFL is also the principal supplier of radiator caps to General Motors, North America, Powder metal parts include rotors & gears, shock absorber components, value train components, structural components and bushes. Cold extruded parts include gear blanks transmission parts, cams, starter sleeves & pinions and CV joint parts. The radiator caps range includes oil filter caps and fuel filter caps, both metallic and plastic,rs ‘TVS MOTOR COMPANY CHAPTER-2 2.1 COMPANY PROFILE TVS 24 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. TVS Motor Company is a multinational motoreycle company headquartered at Chennai, India. Itis the third largest motoreycle company in India with a revenue of over 20,000crore (US$2.9 billion) in 2018-19. The company has an annual sales of 3 million units and an annual capacity of over 4 million vehicles. TVS Motor Company is also the 2nd largest exporter in India with exports to over 60 Countries. TVS Motor Company Ltd (TVS Motor), a member of the TVS Group, is the largest company of the group in terms of size and tumover. 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 housing Tamil Nadu, Mysore in Karnataka, Nalagarh in Himachal Pradesh and Karawangin Indonesia. Mr. Venu san, the Chairman of TVS Motor Company had led by example, winning many laurels including the prestigious “Padma Shri”award.”Order of Diplomatic Service Merit” medal from Korean President, The 16|Pagers ‘TVS MOTOR COMPANY IRD Tata Corporate, The Star of Asia award by Business Week, The Jamshedji 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 100ce motorcycle and the first to indigenously produce a four stroke 150ce 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 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,’motoreycle of the year Up to 110ce’: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 Zig wheels 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 7 [Pageres ‘TVS MOTOR COMPANY 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. In the year 2018-19, the company continued to grew ahead of the industry registering sales of 37.6 lakh units of two- wheelers in 2018-19 growing by 11.6% over last year. Sale of motor cycle grew by 15% and scooters by 14.6%. Three-wheelers sales grew by 57.6% in 2018-19 mainly on a account of intemational markets. Sale of spare parts grew by 13.8%.ws ‘TVS MOTOR COMPANY 2.2_HISTORY_ OF _TWO- WHEELER INDUSTRY IN INDIA: According to a study conducted by global consulting firm Frost and Sullivan, the two- wheeler industry will be the fastest-growing segment of the Indian automobile industry. The study said that of all personal transportation vehicles, the motorcycle segment will grow the fastest, followed by passenger cars. Automotive sales in the country will get a boost from cuts in the excise duty, new model launches, higher disposable incomes and a changing consumer mindset. The Indian automotive market is now a buyers’ market and the general economic slowdown makes it imperative for industry participants to stay ahead of demand trends, said the firm. Vehicles Percentages % Two wheelers 78.63% jenger vehicles 10-44% ‘Commercial vehicles 403% Three wheelers 3.90% Percentages of vehicles utilisation 90% 78.53% 1m Two wheelers m Passenger vehicles m Commercial vehicles mThree wheelersrs ‘TVS MOTOR COMPANY 2.3 MISSION & VISION STATEMENT. Mission: We are committed to being a highly profitable, socially responsible, and leading manufacturer of high value for money, environmentally friendly, lifetime personal transportation products under the TVS brand, for customers predominantly in Asian ‘markets and to provide fulfilment and prosperity for employees, dealers and suppliers. Driven by the customer; TVS Motors will be responsive to customer requirements consonant with its core competence and profitability. TVS Motors will provide total customer satisfaction by giving the customer the right product, at the right price, at the right time, The Industry Leader: TVS Motors will be one among the top two two-wheeler manufacturers in India and done among the top five two-wheeler manufacturers in Asia. Global overview: TVS Motor will have profitable operations overseas especially in Asian markets, capitalizing on the expertise developed in the areas of manufacturing, technology and marketing. The thrust will be to achieve a significant share for international business in the total turnover. At the cutting edge: TVS Motor will hone and sustain its cutting edge of technology by constant benchmarking against international leaders.res ‘TVS MOTOR COMPANY 1920: the business stared with the landmark if mill and oil mill 1950: one of partners being educated in the field of engineering with mechanical and electrical stated with the business in automobiles. 1951: TVS automobile came into light, known for dealers in automobile. 1954: TVS automobiles got the dealership of MICO and PERKINGS ENGINES. 1958: TVS automobiles came the big screen by getting the dealership of Ashok Leyland (heavy commercial vehicles) from Hinduja groups. Along with the dealership of Ashok Leyland, TVS even stepped in the dealership of international tractors. 1959-60: Started with machine shop in the name of TVS garage and industries. 1983~ 84: Got the dealership of two wheelers from TVS automobiles and started with dealership of TVS mopeds, later with motorbike-IND SUZUKI, and finally also with dealership scooterettes... TVS Scooty, Suzuki Fiero, victor. 1992 - Gave up the dealership of Ashok Leyland (heavy commercial vehicles) of the Hinduja group and diverting towards TATA MOTORS. Where it had the various types of vehicles to the customer, LCV-light commercial vehicle, HVC-Heavy commercial vehicles, MUV-Multi Utility Vehicles, PCD-Passenger Car Division, since from the year 1998, Apart from the above-mentioned business diversified taken up by automobiles. It also has the dealership of BOSCH, runs a pollution check canter approved by the government of UP and RTO.rs ‘TVS MOTOR COMPANY Committed to Total Quality: TVS Motors is committed to achieving a self- reviewing organization in perpetuity by adopting TQM as a way of life. TVS Motors believes in the importance of the process. People and projects will be evaluated both by their end results and the process adopted. ‘The Human Factor: TVS Motors believes that people make an organization and that its well-being independent on the commitment and growth of its people. TVS Motors will create an enabling ambience where the maximum self-actualisation of every employee is achieved. TVS Motors will support and encourage the process of self- renewal in all its employees and nurture their sense of self-worth. Responsible Corporate Citizen: TVS Motors strives for long-term relationships of mutual trust and interdependence with its customers, employees, dealers and suppliers.res ‘TVS MOTOR COMPANY Growth and Development of the Indian Two-Wheeler Industry: After facing its worst recession during the early 1990s, the industry bounced back with a 25% increase in volume sales in FY 1995. However, the momentum could not be sustained and sales growth dipped to 20% in FY 1996 and further down to 12% in FY 1997. The economic slowdown in FY 1998 took a heavy toll of two-wheeler sales, with the year-on-year sales (volume) growth rate declining to 3%o that year. However, sales picked up thereafter mainly on the strength of an increase in the disposable income of middle-income salaried people (following the implementation of the Fifth Pay Commission's recommendations), higher access to relatively inexpensive financing, and increasing availability of fuel-efficient two-wheeler models, Nevertheless, this phenomenon proved short-lived and the two-wheeler sales declined marginally in FY2001. This was followed by a revival in sales growth for the industry in FY2002. Although, the overall two-wheeler sales increased in FY2002, the scooter and moped segments faced de-growth. FY2003 also witnessed a healthy growth in overall two-wheeler sales led by higher growth in motorcycles even as the sales of scooters and mopeds continued to decline. Healthy growth in two-wheeler sales during FY2004 was led by growth in motoreycles even as the scooters segment posted healthy growth while the mopeds continued to decline. And slowly gradually over the years (2005-2013) the sales volume of two-wheeler has seen a drastic change because of its increasing importance.res ‘TVS MOTOR COMPANY Demand drivers: The demand for two-wheelers has been influenced by a number of factors over the past five years. The key demand drivers for the growth of the two-wheeler industry are as follows: Inadequate public transportation system, especially in the semi —urban and rural areas; Increased availability of cheap consumer financing in the past 3-4 years; Increasing availability of fuel -efficient and low-maintenance models; Increasing urbanization, which creates a need for personal transportation; Changes in the demographic profile; Difference between two-wheeler and passenger car prices, which makes two- wheeler the entry —level vehicles; Steady increase in the per capita income over the past five years; and Increasing number of models with different features to satisfy diverse consumer needs With the demand drivers listed here operate at the broad level, segmental demand is influenced by segment- specific factors.res ‘TVS MOTOR COMPANY . Launched TVS Star in Sept 2004, a 100 a motorcycle which is ideal for rough terrain, TVS Flame, TVS Scooty Electric Vehicle and Three-wheeler TVS King launched, Apache RTR-first two-wheeler in India to have racing inspired, launched in 2008, TVS Apache RTR 180 and TVS Streak launched in 2009, TVS Wego and TVS Jive launched in 2010. TVS Apache RTR ABS launched in 2011. TVS Phoenix 125 launched in 2012 TVS Jupiter launched in 2013. TVS Apache RTR 200 4V in 2018. TVS Ntorg 125 in 2019, TVS Apache RTR 160 4V in 2019.res ‘TVS MOTOR COMPANY The new variants are basically spruced up versions of bikes that have either been performing below expectations or attracting customers only in specific markets. So, the obvious two to get the cosmetologist treatment are the TVS Victor GX and the Star. The 110ce Victor GX was not finding many takers from either the 100ce or the 125ce segments, Designed to attract the entry-level bike buyer interested in a bit more of power and style, the Victor GX (and for that matter the GLX) has not been able to stir up the same level of interest among potential customers that the original Victor had managed to do. Now, TVS has replaced the Victor GX with newly developed Victor Edge, and the principal change is the heart transplant. The old 110ce engine has been hauled out and a slightly tweaked version of the GLX’s 125ce engine has been in its place. The new, fine-tuned 125ee engine delivers a higher 9.2 bhp of peak power against the 8.1 bhp that the earlier 110cc engine managed. ‘The extra power should give the Edge an advantage in the premium entry-level bike’s category. However, TVS has not chosen to replace the four-speed gearbox with a Five-speed shifter, a feature that more bikes in this segment want as part of the package The Victor Edge’s engine performance has been aided by a roller cam follower for reducing friction losses, and this is expected to improve fuel-efficiency. The engine also features larger valves and a reworked air-box for better sir induction. ‘The Edge also features changes to the chassis, including an increased wheelbase and a new box section swing arm for greater stability and better manoeuvrability, handling and ride. The Edge’s wheelbase has been increased from 1,200mm to 1,240mm, and comes with gas filled shock absorber at the rear.res ‘TVS MOTOR COMPANY 2.4 Current Statu . TVS Motor Company: Two-wheeler sales grew by 2% with sales increasing from 186,376 units in October 2012 to 189,979 units in October 2013. Domestic two-wheeler sales grew by 2% while motorcycles grew by 13% and scooters showing a 4.2% decline in sales. TVS Motor Company sees a significant increase in three-wheeler sales at 95%, going from 4,062 units in October 2012 to 7,926 units in October. . TVS: Two-wheeler exports registered a growth of 4% with sales growing from 16,103 units in October 2012 to 16,750 units in October 2013. Total exports at TVS Motor company increased by 47% in September. Of this, two-wheeler exports grew by 32%. TVs Motors falls by nearly 10% as the company signs an agreement with BMW . TVS Motor recorded volume as of 165,696 units, down 3.7% YoY & 5.8% MoM in Feb 2013. . TVS Motor Company has signed on Telegu film hero Mahesh Babu as its brand ambassador. As far as products are concerned, he will start the association with TVS. Phoenix as of now, since it is the company’s latest product offering and in due course, will endorse all TVS motorcycle brands. 25 [Pageres ‘TVS MOTOR COMPANY Total exports of TVS Motor 2-wheeler in the reported period went up 31% with scooter sales growing by 37%. Two-wheeler exports of TVS Motor registered a growth of 26% from 18,095 units in February 2013 to 22,713 units in February 2014 Shares of Hero MotoCorp have surged 4%, while TVS Motor Company alsogained 3.86% on the BSE. Owing to cost of materials, employee benefits expenses (Rs 32.70 crore) and other expenses, the expenses of TVS Motor went up by around 12% to Rs 122.96 crore Revenue of TVS Motor during the reported quarter grew 13% to Rs 2,034.71 crore from Rs 1,802.61 crore, a year ago. In the year 2018-19, the company continued to grew ahead of the industry registering sales of 37.6 lakh units of two- wheelers in 2018-19 growing by 11.6% over last year, Sale of motor cyele grew by 15% and scooters by 14.6%. Three-wheelers sales grew by 57.6% in 2018-19 mainly on a account of intemational markets. Sale of spare parts grew by 13.8%.res ‘TVS MOTOR COMPANY 2.5 SUPPLY CHAIN MANAGEMENT Forming the inner of the extended TVS family; our suppliers are involved at every stage of product development. We extend core values and best practices to all our suppliers. Through continuous training forums we impart TPM (Total Productivity Maintenance) and JIT (Just in Time) practices TVS suppliers are committed to quality through continuous improvement and up gradation of processes. This has helped them obtain prestigious. intemational cettifications like ISO 9000, QS 9000 & TS 16949. The TVS Motors Company R&D team has a strong pool of technical talent supported by state-of-the-art infrastructure capable of developing new and innovative designs. Currently, more than 400 engineers work on developing radically new products and cutting-edge engine technologies. Our R&D team has developed the revolutionary Variable Timing Intelligent (VT-i) Engines, one of the most innovative technologies developed in the two-wheeler industry TVS R&D Engineers have published multiple technical papers in intemational conferences on engine and vehicle technologies. They also have a number of patents to their credit,res ‘TVS MOTOR COMPANY Quality is the way of li At TVS Motor Company, every department works in tandem to produce quality product. The people from the pillars of support, strengthening the overall quality standards and moving towards total customer satisfaction. In our quest to achieves world class levels in quality as well as improvements in design and processes, the company has formed special task forces to monitor quality related performance. The basis tents of TQM, including daily work management, Policy management, Kaizen (continuous improvement), training and standardization are followed across our organization, Acknowledges by the Japanese for Quality. We at TVS Motor Company are proud to have been awarded the prestigious and coveted Deming Prize, instituted by JUSE (Union of Japanese Scientists and Engineers). TVS Motor Company in the only 2. wheeler company in the world to have received this award. TVS Motor Company was also awarded the prestigious “TPM Excellence award First category” by Japan Institute of Plant Maintenance (JIPM), rated as the benchmark in TPM excellence in India, Strategy CONSOLIDATION is the current theme at TVS Motor. In the intervening period that is, before new models are rolled out ~ the company seems to be trying to refocus and offer potential customers more choice with the launch of new variants under the existing badges. The new variants have been fine-tuned based on customer feedback. They will attempt to offer more value to the customer, even as competitors have been nibbling away at the company’s market share. 28|Pageres ‘TVS MOTOR COMPANY The other additions are optional alloy wheels and disc brakes, new dual tone side panel stickers with five colour theme options, enhanced grip levers for better feel, and slightly reworked switchgear that feels more study and reliable, Along with the launch of the Victor edge, TVS has unveiled a new version of the company’s barebones, entry-level 100cc bike. The Star (spelt as Star) had replaced TVS” long standing two-stroke entry-level bike series — the erstwhile Max 100 and Max 100R — last year. After the launch of the Star DLX, the slightly jazzed-up version of the basic stripped- down model, the TVS Star City, launched earlier this month, will now attempt to offer the entry-level biker who wants to continue to stick within the bounds of this segment, a bit more style and finish, With that target audience, the bike is being offered with a new headlamp fairing and halogen bulb combo, easy-to-read instrumentation with a new blue backlight, push- cancel indicator switches, new spring shock absorbers with a hand-operated pre-load adjustment lever and a new sporty silencer and heat shield combo that feature the same diagonally chopped-off design that Yamaha first brought to the market. Seat width on the Star City has also been increased slightly to improve ride comfort for long distance travel. The roller cam follower technology that TVS first adopted in the Centra has been inducted into the Star City for friction reduction and increased mileage. The bike will also sport a new, more rigid, reinforced chassis frame and wider three- inch tyres at the rear for improved stability and road holding,res ‘TVS MOTOR COMPANY The Honda Active’s fast growth has encouraged other players to come out with new offerings to increase the market share. One example is Kinetic Engineering; wit sister company Kinetic Motor, who are the pioneers in the gearless scooters segment and the largest manufacturer of gearless scooters in India starting from humble beginnings with the Luna moped in 1970.rs ‘TVS MOTOR COMPANY There was a time, not long ago, when a two-wheeler meant a Bajaj Chetak or an LML Vespa, In the past five years or so, sales of motorcycles have outstripped sales of nearly all other two-wheelers. Consumer preferences have shifted in favour of motorbikes and though this is partly related to price factors, it is also due to the fact that motorcycles are actually being seen as better vehicles than the heavy and unwieldy geared scooters Motorcycle, being more suited for commuting than any other vehicle, combines a variety of factors such as comfort, ability to handle bad roads and intrinsic stability. All this makes it extremely suitable for the Indian market, Here comes gearless but, curiously enough, in the past one year the scooter has not only back, but is surging ahead in sales-and this time it is sleeker, lighter and, most importantly, without gears. Indeed, in a number of B and C cities and small towns across India, women and teenagers are taking to gearless scooters like “ducks to water”, It’s easy to see why. Gearless scooters are light and easy to handle, have sufficient ‘compartments to carry goods and go easy on fuel, much like mopeds, with their almost legendary fuel-saving ability. In fact, in recent times, auto industry experts say there has been a discernible shift of buyers from mopeds to gearless scooters as the latter cost just a coupe of thousand more and come with sturdier bodies and better looks. Around two year ago when sales of geared scooters started falling, a number of companies led by Honda Motor and Scooters India, which did not have a motorbike model in the market, launched gearless scooters in an effort to grow this segment. The gearless scoters segment (75-125 cc) comprises four major players: Honda with the Active and the Dio; Kinetic with the Zoom and the Nova; Bajaj with the Sunny and the Saffire; and TVS with the Scooty.‘TVS MOTOR COMPANY Awards TVS APACHE bages 5 coveted awards by leading Auto Magazines . CNBC-TC18 AUTOCAR AWARDS 2006 . OVERDRIVE Awards 2006 . Business Standard Motoring Awards 2006 “Indigenous design of the year” 5. OVERDRIVE Awards 2006 “Design of the year 2006-Two-wheeler” 6. BBC Top Gear design awards 2006 7. SCOOTY PEP PLUS - “Scooter of the year” 8. OVERDRIVE Awards 2006 9. ISOTOPE 200 (CONCEPT BIKE FROM TVS motor Company) “Design of the Year- Concept Vehicles” Top [ Gear design awards 2006] 10, Ace Award for Most Innovative NetWeaver Implementation-2007 11, TPM Excellence Award-2008 12. Customer satisfaction by J.D. Power Asia Pacific Awards -2018res ‘TVS MOTOR COMPANY 2.6 PRODUCTS ‘Two Wheelers in India was set up as a joint venture between TVS and Dunlop, UK in 1960. The company supplies wheels as Original Equipment to all major vehicle manufacturers in the country. Wheels India is entering into collaboration with Titan, the world leader in off-highway vehicle wheels relating to earthmoving, construction and agricultural equipment. Manufacturing Plants are located at Chennai, Tamil Nadu, Rampur, UP and Ranjangaon, Maharashtra, Wheels India has a workforce of 100. Launched Models: 1. India’s first 2-seater $0ce Moped TVS 50, launched in Aug 1980. . First Indian Company to introduce 100ce Indo-Japanese motorcycles in Sept 1984, . Launched India’s first indigenous Scooterettes (sub-100 cc variomatic scooters), TVS Scooty in June 1994, Introduced India’s first catalytic converter enabled motorcycle, the 110ce Shogun in Dec1996, . Launched India’s first 5-speed motorcycle, the Shaolin in Oct 1997. . Launched TVS Fiero, India’s first 150 ce, 4 stroke motoreyele, in April 2000. . Launched TVS Centra in January 2004, a world-class 4-stroke 100 cc motorcycle with the revolutionary VT-I Engines for best-in-class mileage.res ‘TVS MOTOR COMPANY 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 159.7ec 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.res ‘TVS MOTOR COMPANY 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.rs ‘TVS MOTOR COMPANY 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.res ‘TVS MOTOR COMPANY The second 125ce 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 dise brake at the front, ete, though overall styling is still very conventional compared to the competition.res ‘TVS MOTOR COMPANY 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, 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 modem commuter motorcycle with a biking fairing, single piece headlamp, alloy wheels, sculpted fuel tank and the works. But owing to the snazzy graphies 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.res ‘TVS MOTOR COMPANY Refreshing its commuter range, TVS Motor Company has launched an updated version of the TVS Sport. The 100ce 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,res ‘TVS MOTOR COMPANY 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 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 Million 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.res ‘TVS MOTOR COMPANY ‘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 110ce 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.res ‘TVS MOTOR COMPANY 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 sleckier 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 amp at the rear and a smart looking grab rail and a new exhaust muffler with a stainless-steel guardres ‘TVS MOTOR COMPANY XL Heavy Duty TVS had launched a new four-stroke TVS XL100 at Rs 28,843(ex-showroom, Maharashtra) on March 29'*; 2016.The moped has been around since the 80s. 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 Snm 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 efficieney 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.res ‘TVS MOTOR COMPANY Scooty Pep Plus TVS Motors had launched the 2016 edition the Seooty 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 scooterettes with diminutive dimensions like a low 768mm seat height and a light weight of just 95kilos.‘TVS MOTOR COMPANY 2.7 ORGANISATION PROFILE Name of the Organization 1 Genuine Motors (TVS) Address of the company : Genuine Motors G. T. Road Shivrajpur Kanpur. Year of Establishment 1 2008 Assistant General Manager : Sufiyan Khanres ‘TVS MOTOR COMPANY ORGANISATION STRUCTURE MARKETING DEPARTMENT: Proprietor Administrator Reception Sales Manager NSN Counter Hypothecation Executive Executive‘TVS MOTOR COMPANY SERVICE DEPARTMENT RECEPTION SUPERVISOR MECHANIC HELPERS DELIVERY BOYres ‘TVS MOTOR COMPANY 2.8 TVS GROU TVS Group was established in 1911 by Shri. T.V. Sundaram linger. As one if India’s largest industrial entities it epitomizes Trust, Value and Service. TVS is one of India's largest diversified industrial conglomerates with its principal headquarters located in Madurai and international headquarters in Chennai. It has a presence in 129 countries with 73 holding group companies. The largest and most visible subsidiary is TVS Motor Company, the third-largest two-wheeler and three- wheeler manufacturer in India. TVS Group, with group revenues of more than US$7.2 billion, is an automotive conglomerate company, specialising in the manufacturing of two-wheelers, three-wheelers, auto-components, hardware electronics, high tensile fasteners, die casting products, brakes, wheels, tyres, axles, seating systems, corrosion management, fuel injection components, electronic and electrical components and many more, It also owns vehicle dealerships TVS Motor Company Limited, the third largest two-wheeler manufacture, In India and among the top ten in_ the world, with an annual turnover of over USD 650 million. The year 1980 is one to be remembered for the Indian two-wheeler industry, with the roll out of TVS 50, India’s first two-seater moped that ushered in an era of affordable personal transportation. For the Indian Automobile sector, it was a break through to be etched in history. TVS Motor Company is the first two-wheeler manufacture in the world to be honoured with the hallmark of Japanese Quality~The Deming Prize for Total Quality Management.rs ‘TVS MOTOR COMPANY TVS Motor Company Limited is one of the largest two-wheelers manufactures and also among the fastest growing companies in the country. It is the largest manufacturer of sub 100cc (50cc, 60cc & 70ce category) 2-wheeler in the world. It has the unique distinction of having sold nearly 4 million the highest ever in India, It exports its range of products to 17 countries worldwide. Its unrelenting pursuit of customer satisfaction in all aspects if manufacturing of 2-wheeler is reflected in over 6 million satisfied owners of mopeds, motorcycles and scooters. Its highly motivated employees manufacture high quality vehicles from two manufacturing plants in Hosur and Mysore, with a wide dealer network of around 410.res ‘TVS MOTOR COMPANY CHAPTER-3 STUDY OF SELECTED RESEARCH PROBLEMS 3.1. REVIEW OF LITERATURE: a. 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. 2. 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. 3. 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 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, 4. 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 change the automotive strategies adopted by the Hero Motor co. in India.res ‘TVS MOTOR COMPANY 5. 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, ete. 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, 6. Prof. S, Saravanan and Prof. N. Panchanatham (2009), they sussed the essentials for Promotion of a product. The result shows that a customer considers all factors at the time of purchasing 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, 7. 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, ie., 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.res ‘TVS MOTOR COMPANY 8 Snelders & Schoormans (2000) Different techniques are suggested in the literature to find out which attributes consumers use to judge products. 9. Simonson & Tversky (1992) Making a product from its computers by adding even a meaning less attribute can increase consumers’ quality perception or can decrease perceived risk. 10. 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 dynamies of customers’ preference 11, 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 & 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. 12. 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res ‘TVS MOTOR COMPANY customers, Inadequate data rural markets Reaching of products or services to 6.Alakhs villages for poor infrastructure facility. 13. Rachel Dardis, Horacio Soberon - Ferrer (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 attributes Product 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. 14, 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. 15. Sudarshan Venu (2018) examines in the year 2018-19, that the company continued to grew ahead of the industry registering sales of 37.6 lakh units of two- wheelers in 2018-19 growing by 11.6% over last year. Sale of motor cycle grew by 15% and scooters by 14.6%. Three-wheelers sales grew by 57.6% in 2018-19 mainly on a account of international markets. Sale of spare parts grew by 13.8%res ‘TVS MOTOR COMPANY 3.2 INTRODUCTION TO THE TOPIC: MARKETING Marketing is the process of communicating the value of a product or service to customers, for the purpose of selling that product or service. From a societal point of view, marketing is the link between a society’s material requirements and its economic patterns of response. Marketing satisfies these needs and wants through exchange processes and building long term relationships. Marketing can be looked at as an organizational function and a set of processes for creating, delivering and communicating value to customers, and managing customer relationships in ways that also benefit the organization and its shareholders. Marketing is the science of choosing target markets through market analysis and market segmentation, as well as understanding consumer buying behaviour and providing superior customer value. There are six competing concepts under which organizations can choose to operate their business the production concept, the product concept, the selling concept, the marketing concept, the societal marketing concept and the holistic marketing concept. The four components of holistic marketing are relationship marketing, internal marketing, integrated marketing, and socially responsive marketing. The set of engagements necessary for successful marketing management includes capturing marketing insights, connecting with customers, building strong brands, shaping the market offerings, delivering and communicating value, creating long-term growth, and developing marketing strategies and plans.res ‘TVS MOTOR COMPANY CUSTOMER SATISFACTION Customer satisfaction is a 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 experience with a firm, its products, or its services exceeds specified satisfaction goals." In a survey of nearly 100 senior marketing managers, 71 % responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses. It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differenti become a key element of business strategy. "Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers’ expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective." Therefore, it is essential for businesses to effectively manage customer satisfaction, To be able do this, firms need reliable and representative measures of satisfaction. S7|Pagers ‘TVS MOTOR COMPANY "In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations, Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. The importance of customer satisfaction diminishes when a firm has increased bargaining power. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms,res ‘TVS MOTOR COMPANY pproaches towards customer satisfaction Three very different approaches to measuring customer satisfaction exist. Each produce meaningful and useful results and are appropriate for different situations, uses, and needs. 1, Measuring Customer Satisfaction with Post Purchase Evaluations- Post purchase evaluations reflect the satisfaction of the individual customer at the time of product or service delivery (or shortly thereafier).This type of satisfaction survey is typically used as part of CRM (Customer Relationship Management) and VOC (Voice of the Customer) systems. Each focus on securing a long-term relationship with the individual customer. 2. Measuring Customer Satisfaction with Periodic Satisfaction Surveys- Periodic satisfaction surveys provide an occasional snapshot of customer experiences and expectations and are conducted for specific groups of consumers on a periodic basis. . Measuring Customer Satisfaction with Continuous Satisfaction Tracking- Continuous satisfaction tracking is often part of a management initiative to assure quality is at high levels over time. Benchmarking satisfaction as a NPS (Net Promoter Score) would be an example. You can base tracking on post-purchase evaluations or a succession of regular customer satisfaction surveys (conducted daily, monthly, quarterly, etc.)res ‘TVS MOTOR COMPANY Factors affecting customer satisfaction Customer satisfaction is the overall impression of customer about the supplier and the products and services delivered by the supplier. Following are the important factors that could affect customer satisfactio Department wise capability of the supplier Technological and engineering or re-engineering aspects of products and services. Type and quality of response provided by the supplier Supplier’s capability to commit on deadlines and how efficiently they are met. Customer service provided by the supplier. Complaint management, Cost, quality, performance and efficiency of the product, Supplier’s personal facets like etiquettes and friendliness. Supplier’s ability to manage whole customer life cycle. Compatible and hassle-free functions and operations,res ‘TVS MOTOR COMPANY Consumer behaviour towards two-wheelers: Understanding consumer behaviour in the present scenario is extremely important as it is no longer a simple task. Now the consumer is considered to be the King. He is the price-maker and not price-taker. Earlier, there used to be a few two-wheeler manufacturers who held a monopoly. However, this situation has changed with the entry of other competitors, especially after liberalization and globalization. The foreign collaboration saw production going up tremendously due to the availability of many alternative choices, consumer preferences and needs changed. Suddenly, the buyer came into focus. Hence, this study makes an attempt to know the changes in the two-wheeler markets and buying motives of two-wheeler buyers. Understanding consumer behaviour or "knowing customers" is not easy. Customers may state their needs and wants but act otherwise. They may respond to influences that change theit mind at the last minute. Talking of the two-wheeler industry, the names that effortlessly come to us is Bajaj Auto, Hero, Honda, TVS Motor, Yamaha Motor, Kinetic and others. The two-wheeler segment has played an important role in giving a push to the automobile industry in India. In fact, the production, sales and exports of the two wheelers is a fair indication of the growing importance that it enjoys in this country's manufacturing economy. An overview of the two-wheeler industry makes this clear that the two wheelers are among the most sought-after automobiles in India for some time and the trend is likely to stay for a while.res ‘TVS MOTOR COMPANY 3.3 RESEARCH METHODOLOGY ¢ STATEMENT OF THE PROBLEM: - 1, Management problem: - Through this project, the sales and operation manager want to know the post sales service performance and to analyse the satisfaction level by the feedback of the customers. To know the quality of service and improvement to be made in the service provided by TVS Motors. ‘The main focus of the study is to determine the satisfaction level of T.V.S motor bike users. T.VS is a two-wheeler industry which has captured a wide market share with its gear as well as non-gear vehicles. Over the years TVS Motor has grown to be the largest in the group, both in terms of size and turnover. Inspite of its excellent position in the market, its bikes are facing a stiff competition from the other competitors (namely: - Bajaj, Yamaha, HERO Moto Corp, HONDA, Mahindra, Suzuki, Piaggio, Kawasaki) 2. Research proble To find the problems faced by the customers and to know the new area of improvement with the help of customer feedback. Through this project, the sales and operation manager want to know the post sales service performance and feedback of the consumers, Organization want to know the quality of service and improvement to be made in the service provided by TVS Motors.res ‘TVS MOTOR COMPANY 3.4 SIGNIFICANCE OF THE STUDY: The study will help the company to revise and analyse the market condition and thereby adopt the most suitable strategies in order to satisfy the customers and result in an improved relationship between the parties involved. To understand the satisfaction level of the customer regarding the service provided by TVS Motors, to understand what are the customer requirement and improvement required by them in service.rs ‘TVS MOTOR COMPANY 3.5 RESEARCH OBJECTIVES To analyse the level of customers satisfaction towards TVS Motors. 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 appearances, mileage, price etc. To give suggestions to meet customer satisfaction.rs ‘TVS MOTOR COMPANY 3.6 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.res ‘TVS MOTOR COMPANY 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. + Data Source: - 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. Secondary Sources: Secondary sources are those sources of data from which the researcher collects data that has been previously collected. The data concemed by referring various journals, company books brochures, newspaper, magazines, internet and old company manuals Data collection Data was collected by using questionnaire from the users of TVS bikes. 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. 66|Pageres ‘TVS MOTOR COMPANY ampling 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 1. Sample siz 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, Sample Size : 100 respondent 2. Sampling Method: - At first stage of Simple Random Sampling Method., I have used Simple 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-Simple Random Sampling Method. Simple Non-Random Sampling technique is that sampling method in which the information collected is based on limited audience or target group of people, who may provide relevant information which is essential to conduct a study. 3. Sample Uni To the customers of TVS Motor bike users.rs ‘TVS MOTOR COMPANY OUTLINE ANALYSIS 1. Simple Percentage Analy The percentage method is used for comparing certain feature. The collected data are presentedin 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 2. Sampling tools & techniques: - The primary tool for the data collection used in this study is the respondent’s response to the questionnaire given to them. The various research measuring tools used are: - - Questionnaire. Pie-charts. Column-chartsres ‘TVS MOTOR COMPANY 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 Kanpur Nagar. The research time period was limited to 45 days.\ Sample size is limited to 100 customers in Kanpur Nagar only. The sample size may not adequately represent all the customers viewpoints. Customer Satisfaction is affected by the various factors and in a short span of time it is not possible to study all these factors.res ‘TVS MOTOR COMPANY CHAPTER-4 TA ANALYSIS AND INTERPRETATION 1. Gender Group Respondent Gender Percentages (%) No. of Respondents Male 38 38 Female a2 a2 Table No. 4.1 Respondent based on gender Respondent based on gender om Female 42% = Male = Female Fig. No. 4.1 Respondent based on gender Interpretation: From the above table it is observed that 58% of respondents are Male and 42% of respondents are female.res ‘TVS MOTOR COMPANY 2. Age Group Respondent Age Groups (In| Percentages (%) No. of Respondents yrs.) 18-25 80 0 26-36 7 7 “Above 36 3 3 Table No. 4.2 Respondent based on age group Respondent based on age group #1825 226.36 Above 36 Fig. No. 4.2 Respondent based on age group 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.res ‘TVS MOTOR COMPANY 3. Occupation Group Respondent Occupations | Percentages No, of Respondents (%) Student 7 7 Business 12 12 Professional 5 5 Other 6 6 Table No, 4.3 Respondent based on occupation Respondent based on occupation 6 = tistudent’ Business m Professional Other Fig, No. 4.3Respondent based on occupation 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.res ‘TVS MOTOR COMPANY 4. Income Per Month Respondent Income (Per Percentages (%) No. of Respondents month) 10000 to 20000 18 18 20001 to 30000 20 Above 30000 o Q Table No. 4.3 Respondent based on Income Respondent based on Income 2 18 20 oa "T = 100000 20000 = 20001 to 30000 = Above 30000 Fig. No. 4.3 Respondent based on Income Interpretation: From the above table it is observed that 62% respondents are above 30000 income groups and 20% respondents are between 20001 to 30000 income groups and 18% respondents are between 10000 to 20000income groups. 73 [Pageres ‘TVS MOTOR COMPANY 5. Awareness About TVS Bike Respondents ‘Awareness Percentages No. of Respondents (%) — TV 49 49 ‘News Paper 12 12 Friends 28 Internet ll Table No. 4.5 Respondent based on Awareness Respondent based on Awareness News Paper Friends internet Percentages ( Fig, No. 4.5Respondent based on Awareness Interpretation: From the above table it is observed that 49% respondents are T and 12% respondents are Newspaper and 28% respondents are Friends and 11% respondents are internet.res ‘TVS MOTOR COMPANY 6. The respondents for preferred Two Wheelers Preference | Percentages (%) No. of Respondents Geared 70 Ungeared 30 Table No. 4.6 Respondent based on Preference RESPONDENT BASED ON AWARENESS Ungeared 30% Fig. No. 4.6Respondent based on Preference Interpretation: From the above table it is observed that 70% respondents are geared and 30% respondents are Unguarded.res ‘TVS MOTOR COMPANY 7. The Respondents for Bike to Prefer While Purchasing Preference | Percentages No. of Respondents I (%) Speed 2 2 Mileage 53 53 Design 6 6 Brand 19 19 Table No. 4.7 Respondent based on Bike to Prefer While Purchasing Respondent based on Bike to Prefer W Purchasing Mileage, 53 Fl — {Brand 19 Design, 6) ma Mileage Design Brand tm Percentages (6) Fig. No. 4.7 Respondent based on Bike to Prefer While Purchasing Interpretation: From the above table it is observed that 22 respondents are speed, 53 respondents are mileage and 6 respondents are design, Finally, 19 respondents are Brand.res ‘TVS MOTOR COMPANY 8. The Respondents for TVS Two Wheelers Preference Percentages No. of Respondents % XL 100 os 23 Apache 200 36 36 Stareity 6 6 Scooty pep+ 20 20 310RR: 15 15 Table No. 4.8 Respondents for Preferred TVS Two Wheelers Respondents for Preferred TVS Two Wheelers 310RR = Bs Scooty =o 20% XL 100 Apache 200» Starcity * Scooty pent» 310RR Fig No. 4.8 Respondents for Preferred TVS Two Wheelers 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, 15 respondents are 310RR.res ‘TVS MOTOR COMPANY 9. The Respondent for Advertisements & Sales Promotion Adv. & Sales Percentages (%) No. of Respondents Strongly Agree 24 4 Agree 34 54 Neither agree nor Disagree 18 18 Strongly Disagree 4 4 ‘Table No. 4.9 The Respondents for Advertisements &Sales Promotion The Respondents For Advertisements & Promotion "Strongly Agree = Agree « Nether agree nor Disagree = Strongly Disagree Fig. No. 4.9 The Respondents for Advertisements &Sales Promotion Interpretation: From the above table it is observed that 24 respondents are Strongly Agree, 54 respondents are agree, 18 respondents are Neither agree nor Disagree than 4 respondents are Strongly Disagree.res ‘TVS MOTOR COMPANY 10. The Respondents for Sales Promotion and Advertisement Campaigns Advertisement Percentages No. of Respondents Campaigns (%) Table No. 4.10 The Respondents for Sales Promotion and Advertisement Campaigns The Respondents For Sales Promotion And Advertisement Campaigns 32% Fig. No. 4.10 The Respondents for Sales Promotion and Advertisement Campaigns Interpretation: From the above table it is observed that 82 respondents are Yes and 18 respondents are No.res ‘TVS MOTOR COMPANY 11. The Respondents Rate for Following Variables About TVS Motors Variable Highly Satisfied Dissatisfied Bad Satisfied Price 37 Mileage 47 40 Style 53 Appearance 35 Resale value 49 After sales 49 service Pick Up 58 Table No. 4.11 The Respondents Rate for Following Variables About TVS Motor ‘The Respondents Rate For Following Variables About Tvs Motor Highly Satisfied mSatisfied m Dissatisfied m Bad Table No. 4.11 The Respondents Rate for Following Variables About TVS Motor Interpretation: From the above tablet is observed the price, mileage, style, appearance, resale value, after sales services and pickup are compare here with pointing of highly satisfied, satisfied, dissatisfied and bad.‘TVS MOTOR COMPANY 12. The Respondents of Service in Your Locality Service in Your Locality Percentages (%) No. of Respondents Highly satisfied 21 21 Satisfied 66 66 Dissatisfied 10 10 Highly Dissatisfied 3 3 Table No. 4.12 The Respondents of Service in Your Locality The Respondents Of Service In Your Locality ‘Highly satisfied Satisfied = Dissatisfied» Highly Dissatisfied Fig. No. 4.12The Respondents of Service in Your Locality Interpretation: From the above table it is observed that 21% respondents are Highly Satisfied, 66% respondents are Satisfied, 10% respondents are Dissatisfied than 3% respondents are Highly Dissatisfied,res ‘TVS MOTOR COMPANY 13. The Respondents Satisfied with The Service in Your Locality Services Service in time Reliable service Well trained Mechanics Less labour charge Table No. 4.13The Respondents Satisfied with The Service in Your Locality The Respondents Satisfied With The Service In Your Locality i) s Service intime + Relable service Welltrained Mechanics Less labour charge Fig. No. 4.13 The Respondents Satisfied with The Service in Your Locality 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, 6 respondents are Less labour Charge.