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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS

CONTENTS
Chapter 1 Executive Summary Introduction Automobile Industry Tata motors Chapter 2 Bijjaragi History and concerns Organization Profile Benefits of employee & customer 7 Ps Chapter 3 HR department Service department Sales department Chapter 4 Findings Suggestion Conclusion Questionnaire Bibliography

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EXECUTIVE SUMMARY This project mainly concentrates on the

Organization Study & Study of Customer perception and loyalty towards BIJJARAGI Motors Bijapur.
A consumer may have set of interests, benefits, attitudes and life style before purchasing a product. But there might be a major change in his taste of preference after the purchase has been made. In such a position it is difficult for the marketer to know the behaviour of the consumer. With this view in mind the research study will be conducted to find out the consumer preference towards store and loyalty. To carry on the study the research has been conducted as per the marketing research process. As the study requires the customer (potential) opinion it will also help to know the awareness level of store and loyalty in Bijapur district and also the opinion regarding the vehicle as well as the overall performance of bijjaragi Tata motors. The study will also help us to identify the factors that influence to buy the store and loyalty which will helpful to company for better improvement of the vehicles & stores. For this study I had collected the primary data through questionnaire and the company catalogues, brochures are collected for secondary information. To collect primary data survey is conducted on individuals (potential customers) this study is limited to the Bijapur district only. The sample size that I had taken is 50. This study will also help company to know the customer like as well as there need, want & satisfaction in stores. (Like bijjaragi motors, manikbag motors, bhagyodaya motors.

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INTRODUCTION

Market area in India has been witnessing several changes in charter and Complexity since the last few years. These changes include a higher reach of mass media, particularly due to an increased penetration of satellite Channels, availability of a greater assortment of products and services. Higher level of consumer spending on items other than basic necessities, more discerning choice behavior exhibited by consumers, and a clear Indication of consumer preference for better value in products and services.

The passenger vehicle segment in the automobile industry plays a vital role in India .The present day market is such that the passenger vehicle is affordable by Middle class people in urban and semi-urban areas; it is also more convenient for traveling short and long distance. Over the years the sales figured of the four wheelers has increased to a very large extent. The sale of the four-wheeler in 1950 was nearly 300 units whereas now the sales have shot up to millions.

The Indian automobile industry is now striding inroads into the rural middle class after its inroads into the urban markets and rural rich. It is trying to bring in varying products to suit requirements of different class segments of customers.

Vehicles that can be considered automobiles were demonstrated as early as 1769 and 1885 marked the introduction of gasoline powered internal combustion engines.

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History of Automobile Industry

The history of the automobile industry in India actually began about 4,000 years ago when the first wheel was used for transportation. In the early 15th century, the Portuguese arrived in China and the interaction of the two cultures led to a variety of new technologies, including the creation of a wheel that turned under its own power. By the 1600s, small steam-powered engine models were developed, but it was another century before a full-sized engine-powered automobile was created. The dream a carriage that moved on its own was realized only in the 18th century when the first car rolled on the streets. Steam, petroleum gas, electricity and petrol started to be used in these cars. India's transport network is developing at a fast pace and the automobile industry is growing too. The automobile industry also provides employment to a large section of the population. Thus the role of automobile industry cannot be overlooked in Indian Economy. All kinds of vehicles are produced by the automobile industry. It includes the manufacture of trucks, buses, passenger cars, defence vehicles, two-wheelers, etc. The industry can be broadly divided into the car manufacturing, two-wheeler manufacturing and heavy vehiclemanufacturing units. The major car manufacturers in India are Hindustan Motors, Maruti Udyog, Fiat India Private Ltd., Ford India Ltd., General Motors India Pvt. Ltd., Honda Siel Cars India Ltd., Hyundai Motors India Ltd., Skoda India Private Ltd., Toyota Kirloskar Motor Ltd., to name just a few.

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RATAN TATA Chairman of Tata Sons and major Group companies, including Tata Motors, Tata Steel, Tata Consultancy Services, Tata Power, Tata Tea, Tata Chemicals, Indian Hotels, Tata Tele-services and Tata Auto Company.

Vision Statement
To be the Most Sought after Organization for Enabling Tata Group Companies Achieve Industry Leadership

Values
Credibility, Integrity, Excellence & Continuous Learning and Sharing The Tata Group is one of India's largest and most respected business conglomerates, with revenues in 2005-06 of $21.9 billion (Rs 967,229 million), the equivalent of about 2.8 per cent of the country's GDP, and a market capitalisation of $62.2 billion as on July 12, 2007. Tata companies together employ some 2, 46, 000 people. The Group's 28 publicly listed enterprises among them stand out names such as Tata Steel, Tata Consultancy Services, Tata Motors and Tata Tea have a combined market capitalisation that is the highest among Indian business houses in the private sector, and a shareholder base of over 2 million. The Tata Group has operations in more than 54 countries across six continents, and its companies export products and services to 120 nations.

Products of TATA Motor Heavy Vehicles.

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INDIAN AUTOMOBILE INDUSTRY


The Indian auto industry has grown at an impressive 16.82 per cent over the last year with total sales of vehicles reaching around 10 million vehicles till November 2006 as against 8.5 million in 2005. Spurred by a huge demand from the market, the increase in production is set to improve further driven by a buoyant economy, with increasing purchasing power, new product launches, coupled with attractive finance schemes from automobile manufacturers and financial institutions. The domestic passenger car market recorded a historic 22.66 per cent growth in April-December, 2006, second only to the 28.56 per cent in fiscal 2003-04. Analysts believe the industry will close fiscal 2006-07 with around 22-23 per cent growth, against just 16 per cent in 2005-06. Destination India: India is on every major global automobile player's roadmap, and it isn't hard to see why:

India is the second largest two-wheeler market in the world Fourth largest commercial vehicle market in the world 11th largest passenger car market in the world Expected to be the seventh largest by 2016

Robust production: The cumulative growth of passenger vehicles segment during April-February 2007 compared to the corresponding period in the last year was 22.91 per cent, while that of passenger cars in the same duration was 24.76 per cent, says the Society of Indian Automobile Manufacturers (SIAM). The commercial vehicles segment grew by 36.12 per cent during the April-February 2007 period, while three wheeler sales grew by 14.5 per cent, it added.

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Ashok Leyland Audi AG Bajaj Auto BEML BMW Bentley Motors Limited Chevrolet Daewoo Motors Eicher Motors Escorts Ltd. Fiat India Pvt Ltd Force Motor Ford Motors General Motors Hero Honda Hindustan Motors

HMT Tractors Royal Enfield Honda Motors Co. Ltd. San Motors Hyundai Motors Scooters India Ltd Indofarm Tractors Skoda Auto India Kinetic Motor Co. Ltd. Sonalika Tractors Lamborghini Suzuki Motors LML India Swaraj Mazda Ltd. Mahindra & Mahindra Tafe Tractors Ltd. Maruti Suzuki India Ltd. Tata Motors Mercedes Benz Telcon Mitsubishi Motors Terex Vectra Monto Motors Toyota Kirloskar Motors Nissan Motors TVS Motor Co. Porsche Volvo Reva Electric Co. Yamaha Motor Rolls-Royce Motor

Economic Survey 2007-08 says:


The installed capacity of the automotive industry has been growing at a compounded annual rate of over 16 per cent since 2001-02. It produced a wide variety of vehicles including 1.7 million four wheelers (passenger cars, light, medium and heavy commercial vehicles, multi-utility vehicles such as jeeps), and over 8 million two and three wheelers (scooters, motor-cycles, mopeds, and three wheelers) in 2006-07.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS India is the second-biggest market for small cars after Japan. It accounts for 60% of the domestic market.

Facts Figures
It seems that India has finally arrived in the big league of Asian car markets. Steady and impressive annual growth rate, presence of international automakers, relaxation of foreign exchange and equity regulations, reduction of tariffs on imports and few others are the components of its booming auto market. The country has now come to be recognized as a potential emerging auto market. The perception of foreign investors has changed, everybody wanting to be here. For the first time, in the financial year end in 2005, the total sales of passenger vehicles cars, utility vehicles and multi-utility vehicles - crossed the one-million mark to touch 1.06 million, with exports of 166,000 vehicles. Study says that by 2010 India will take over Germany in sales volumes and Japan by 2012. And by 2050, Indians will buy every sixth car produced in the world. Apart from serving the domestic market, the auto sector has turned as a sourcing base for the global auto majors. The auto component market is also in its full swing. As per the research of RNCOS, one of the leading industry firms, the Indian automobile component industry is estimated to triple from USD 63 billion to USD 190 billion within a span of six years by 2012.

Indian Automobile Industry Estimation:


Estimated turnover USD 12 billion, plus components revenue USD 3 billion, this is the vastness of Indian automobile industry. Industry analysts predict this industry to touch USD 13000 million marks by 2010, a cumulative growth of 9.5% annually. It is said that for every Re 1 spent, the auto sector returns Rs. 2.24 to the Indian economy.

Automobile Dealers Network in India

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS In terms of Car dealer networks and authorized service stations, Maruti leads the pack with Dealer networks and workshops across the country. The other leading automobile manufactures are also trying to cope up and are opening their service stations and dealer workshops in all the metros and major cities of the country. Dealers offer varying kind of discount of finances who in tern pass it on to the customers in the form of reduced interest rates. Automobile Export Numbers Category Passenger Car Multi Utility Vehicles Commercial Vehicles Two Wheelers Three Wheelers Percentage Growth 1998-99 25468 2654 10108 100002 21138 16.6 2004-05 (Apr-Dec) 121478 3892 19931 256765 51535 32.8

The industry has adopted the global standards and this was manifested in the increasing exports of the sector. After a temporary slump during 1998- 99 and 1999-00, such exports registered robust growth rates of well over 50 per cent in 2002-03 and 2003-04 each to exceed two and- a-half times the export figure for 2001-02.

EVEN Growth
Opposing the belief that the growth in automobile industry has catered only to the top income-stratum of society, Growth of exports of 32.8 % in the first three quarters of 2004-05, the fastest growth in volumes has come from commercial vehicles as against passenger car.

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Between 1998-99 and 2003-04, output of commercial vehicles has grown 2.8 times compared to the 2.2 times increase in passenger cars. Furthermore, two-wheeler output continues to dominate the volume statistics of the sector. In 2003-04, for every passenger car turned out by the sector, there were 7 two-wheelers produced. In the two wheeler segment, there is a greater preference for motorcycles followed by scooters, with both production and domestic sales of motorcycles increasing at faster rates than for scooters in the current and previous years. However, mopeds have registered low or negative growth. Export growth rates have been high both for motorcycles and scooters.

THE KEY FACTORS BEHIND THIS UPSWING:


Sales incentives, introduction of new models as well as variants coupled with easy availability of low cost finance with comfortable repayment options continued to drive demand and sales of automobiles during the first two quarters of the current year. The risk of an increase in the interest rates, the impact of delayed monsoons on rural demand, and increase in the costs of inputs such as steel are the key concerns for the players in the industry.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS As the players continue to introduce new models and variants, the competition may intensify further. The ability of the players to contain costs and focus on exports will be critical for the performance of their respective companies. The auto component sector has also posted significant growth of 20 per cent in 2003-04, to achieve a sales turnover of Rs.30,640 crore (US$ 6.7 billion). Further, there is a potential for higher growth due to outsourcing activities by global automobiles giants. Today, this sector has emerged as another sunrise sector. Why India: The economy of India is emerging. The following table shows the ranking of India in the past four years.

Rank 1 2 3 4 5 6 7

2005 China India Thailand Vietnam USA Russia Korea

2004 China Thailand India Vietnam USA Russia Indonesia

2003 China Thailand USA Vietnam India Indonesia Korea

2002 China Thailand USA Indonesia Vietnam India Korea

Twin Advantages:

Scaling costs Optimizing resources

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INDUSTRY GROWTH
The passenger car and motorcycle segment in Indian auto Industry is growing by 89 per cent.

The automobile industry crossed a landmark with total vehicle production of 10 million units. Car sales was 8,82,094 units against 8,20,179 units in 2004-05. The two-wheeler market grew by 13.6 per cent with 70,56,317 units against 62,09,765 units in 2004-05. Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against 3,18,430 units in 2004-05

Passenger car business unit


The company's passenger car range comprises the compact car Indica, the midsize Indigo and Indigo Marina in both petrol and diesel versions. The Tata Sumo, the Tata Safari and its variants are the company's multi-utility vehicle offerings. In addition to the growth opportunities in the domestic market, the company is pursuing growth through acquisitions. In 2004, it acquired the Daewoo Commercial Vehicle Company, Korea's second-largest truck maker, now named Tata Daewoo Commercial Vehicles Company. In 2005, Tata Motors acquired a 21-per cent stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, with an option to acquire the remaining stake as well.

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Indian Auto Market Growth for the year 2007-08


1. The domestic automobile industry sales grew 12.8 per cent at 89,10,224 units as against 78,97,629 units in 2004-05. 2. The automotive industry crossed a landmark with total vehicle production of 10 million units. 3. According to the Society of Indian Automobile Manufacturers (SIAM), car sales was 8,82,094 units against 8,20,179 units in 2004-05. 4. The growth of domestic passenger car market was 7.5 per cent 5. Car exports stood at 1,70,193 units against 1,60,670 units in 2004-05. 6. The two-wheeler segment, the market grew by 13.6 per cent with 70,56,317 units against 62,09,765 units in 2004-05. 7. Motorcycles had the upward march, 17.1 per cent in domestic market touching 58,15,417 units against 49,64,753 units in 2004-05. 8. Scooter segment grew by 1.5 per cent, fall at 9,08,159 units against 9,22,428 units in 2004-05. 9. Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against 3,18,430 units in 2004-05. 10. Medium and heavy commercial vehicles managed a growth of 4.5 per cent against 23 per cent growth in the year ended March 31, 2005. 11. Light commercial vehicles sales growth was 19.4 per cent at 1,43,237 units against 1,19,924 units in 2004-05. 12. Three-wheelers sales rose by 17 per cent at 3,60,187 units against 3,07,862 units in 2004-05.

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TATA MOTORS IN INDIA

Type Founded Headquarters Industry Products Revenue Website

Public (NYSE: TTM) 1960 India automotive commercial vehicles INR 369.88 billion or $9.07 billion (F.Y. 2006, converted)([2]) http://www.tatamotors.com/

Profile:
Tata Motors, the flagship company of Tata group. Established in 1945 Tata Motors is India's largest automobile company, with revenues of Rs/- 24,000 crore (USD 5.5 billion) in 2005-06. The company began manufacturing commercial vehicles in 1954 with a 15-year collaboration agreement with Daimler Benz of Germany. It is the leader by far in commercial vehicles in each segment, and the second-largest in the passenger vehicles market with winning products in the compact, midsize and utility vehicle segments. The company is the world's fifth-largest medium and heavy commercial vehicle manufacturer. Tata Motors Limited, formerly known as TELCO (TATA Engineering and Locomotive Company), is Indias largest passenger automobile and commercial vehicle manufacturing company. It is also the world's 5th largest commercial vehicle

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS manufacturer. It is part of the Tata group. Tata Motors is widely credited for putting India on the automotive map by designing and developing its own range of cars. Tata Motors date back to 1945 when they started making Trains. Tata Motors was first listed on the NYSE in2004. Tata Motors had created the wealth Rs 320bn during 2001-2006 and stood among top 10 wealth creators in India.. In 2004 it also bought Daewoo's truck manufacturing unit in South Korea. In March 2005, it acquired a 21% stake in Hispano carrocera SA, giving it controlling rights in the company. Tata Motors and the Fiat group have signed a new memorandum of understanding (MoU) to establish a 50:50 joint venture to manufacture passenger vehicles, engines and transmission systems for both domestic and export markets Tata Motors is a company of the Tata and Sons Group, founded by Jamshetgi Tata. It is currently headed by Ratan Tata.The company has the workforce of 22000 employees working in its three plants and other regional and zonal offices across the country. Tata Motors' range of passenger cars is still not comprehensive by international standards. In commercial vehicles, Tata Motors commands an imposing 65% market share in the domestic heavy commercial market. The company is trying to modernize its range of commercial vehicles. Tata Motors hived off its vehicle finance business into a separate subsidiary, TML Financial Services (TMLFS), in September 2006. The company plans to build a car that will cost just under Rs 1,00,000 considering that 2 wheelers in India cost Rs 50,000/-. Indigenously developed mini-truck. Tata motors manufacturing units are located at Jamshedpur, Lucknow and Pimpri-Chinchwad (Pune). The Pune plant manufactures the passenger cars.

AREA OF BUSINESS:
Tata Motors' product range covers passenger cars, multi-utility vehicles as well as light, medium and heavy commercial vehicles for goods and passenger transport. Seven out of 10

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS medium and heavy commercial vehicles in India bear the trusted Tata mark. The company developed India's first indigenously developed light commercial vehicle, India's first sports utility vehicle and, in 1998, the Tata Indica India's first indigenously manufactured passenger car. Within two years of launch, Tata Indica became India's largest selling car in its segment.

Research and development


Tata Motors invests approximately up to 2 per cent of its annual turnover on research and development, with an emphasis on new product / aggregates development and technology up gradation. Its Engineering Research Centre in Pune employs over 1,400 scientists and engineers and has India's only certified crash-test facility and hemi-anechoic chamber for testing of noise and vibration. The company also draws on the resources of leading international design and styling houses like the Institute of Development in Automotive Engineering, SPA, Italy, and Stile Bertoni, Italy. The company has also been implementing several environmentally sensitive technologies in manufacturing processes and uses some of the world's most advanced equipment for emission checking and control.

Environmental responsibility
Tata Motors has led the Indian automobile industry's anti-pollution efforts through a series of initiatives in effluent and emission control. The company introduced emission control engines in its vehicles in India before the norm was made statutory. All its products meet required emission standards in the relevant geographies. Modern effluent treatment facilities, soil and water conservation programmes and tree plantation drives at its plant locations contribute to the protection of the environment and the creation of green belts.

Global Competition

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS Tata Motors have some distinct advantages in comparison to other MNC competitors. There is definite cost advantage as labor cost is 8-9 per cent of sales as against 30-35 per cent of sales in developed economies. Tata motors have extensive backward and forward linkages and it is strongly interwoven with machine tools and metals sectors. India is an excellent source for IT based engineering solution for products & process Integration. There are strong supporting industries

Exports
Tata Motors' vehicles are exported primarily to Europe, Africa, the Middle East, South and South East Asia and Australia. The company also has assembly operations in Malaysia, Bangladesh, Ukraine, Kenya and Russia. Over the years, the company has received more than 50 awards from the government of India's Engineering Export Promotion Council, for its export initiatives. While currently about 14 per cent (as on March 31, 2005) of its revenues are from its international business, the company intends to increase its international business through organic and inorganic growth routes.

Milestones

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS It has been a long and accelerated journey for Tata Motors, India's leading automobile manufacturer. Some significant milestones in the company's journey towards excellence and leadership. 1945 1948 1954

Tata Engineering and Locomotive Co. Ltd. was established to

manufacture locomotives and other engineering products. Steam road roller introduced in collaboration with Marshall Sons (UK). Collaboration with Daimler Benz AG, West Germany, for manufacture of medium commercial vehicles. The first vehicle rolled out within 6 months

1959 1961 1966 1971 1977

of the contract. Research and Development Centre set up at Jamshedpur. Exports begin with the first truck being shipped to Ceylon, now Sri Lanka. Setting up of the Engineering Research Centre at Pune to provide impetus to automobile Research and Development. Introduction of DI engines. First commercial vehicle manufactured in Pune.

1983 1985 1986 1989

Manufacture of Heavy Commercial Vehicle commences. First hydraulic excavator produced with Hitachi collaboration. Production of first light commercial vehicle, Tata 407, indigenously designed, followed by Tata 608. Introduction of the Tatamobile 206 - 3rd LCV model.

1991

Launch of the 1st indigenous passenger car Tata Sierra. TAC 20 crane produced. One millionth vehicle rolled out. Launch of the Tata Estate. Joint venture agreement signed with Cummins Engine Co.Inc. for the manufacture of high horsepower and emission friendly diesel engines. Launch of Tata Sumo - the multi utility vehicle. Launch of LPT 709 - a full forward control, light commercial vehicle.

1992 1993

1994

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Joint venture agreement signed with M/s Daimler - Benz / Mercedes - Benz for manufacture of Mercedes Benz passenger cars in India.

Joint venture agreement signed with Tata Holset Ltd., UK for manufacturing

1995 1996 1997 1998

turbochargers to be used on Cummins engines. Mercedes Benz car E220 launched. Tata Sumo deluxe launched. Tata Sierra Turbo launched. 100,000th Tata Sumo rolled out. Tata Safari - India's first sports utility vehicle launched. 2 millionth vehicles rolled out. Indica, India's first fully indigenous passenger car launched. 115,000 bookings for Indica registered against full payment within a week. Commercial production of Indica commences in full swing. First consignment of 160 Indicas shipped to Malta. Indica with Bharat Stage 2 (Euro II) compliant diesel engine launched. Utility vehicles with Bharat 2 (Euro II) compliant engine launched. Indica 2000 (Euro II) with multi point fuel injection petrol engine launched.

1999 2000

2001

Indica V2 launched - 2nd generation Indica. 100,000th Indica wheeled out. Launch of CNG Indica. Launch of the Tata Safari EX Indica V2 becomes India's number one car in its segment. Exits joint venture with Daimler Chrysler. Unveiling of the Tata Sedan at Auto Expo 2002. Petrol version of Indica V2 launched.

2002

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Launch of the EX series in Commercial vehicles. Launch of the Tata 207 DI. 2,00,000th Indica rolled out. 5,00,000th passenger vehicle rolled out. Launch of the Tata Sumo'+' Series Launch of the Tata Indigo. Tata Engineering signed a product agreement with MG Rover of the UK. Launch of the Tata Safari Limited Edition. The Tata Indigo Station Wagon unveiled at the Geneva Motor Show. On 29th July, J. R. D. Tata's birth anniversary, Tata Engineering becomes Tata Motors Limited.

2003

3 millionth vehicles produced. First City Rover rolled out 135 PS Tata Safari EXi Petrol launched Tata SFC 407 EX Turbo launched Tata Motors unveils new product range at Auto Expo '04. New Tata Indica V2 launched

2004

Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign investment agreement

Indigo Advent unveiled at Geneva Motor Show

Tata Motors completes acquisition of Daewoo Commercial Vehicle Company Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the heavy duty truck 'NOVUS' , in Korea

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Sumo Victa launched Indigo Marina launched Tata Motors lists on the NYSE Tata Motors rolls out the 500,000th Passenger Car from its Car Plant Facility in Pune

2005

The Tata Xover unveiled at the 75th Geneva Motor Show Branded buses and coaches - Starbus and Globus - launched Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish bus manufacturing Company Tata Ace, India's first mini truck launched Tata Motors wins JRD QV award for business excellence. The power packed Safari Dicor is launched Introduction of Indigo SX series - luxury variant of Tata Indigo Tata Motors launches Indica V2 Turbo Diesel. One millionth passenger car produced and sold Inauguration of new factory at Jamshedpur for Novus Tata TL 4X4, India's first Sports Utility Truck (SUT) is launched Launch of Tata Novus

Launch of Novus range of medium trucks in Korea, by Tata Daewoo Commercial Vehicle Co. (TDCV)

2006

Tata Motors vehicle sales in India cross four million mark

Tata Motors unveils new long wheel base premium Indigo & X-over concept at Auto Expo 2006

Indica V2 Xeta launched Passenger Vehicle sales in India cross one-million mark

Tata Motors and Marco polo, Brazil, announce joint venture to manufacture fully built buses & coaches for India & markets abroad

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Tata Motors first plant for small car to come up in West Bengal Tata Motors extends CNG options on its hatchback and estate range TDCV develops South Korea's first LNG-Powered Tractor- Trailer

Tata Motors and Fiat Group announce three additional cooperation agreements

2007

Tata Motors introduces a new Indigo range Tata Motors launches the long wheel base Indigo XL, India's first stretch limousine

Awards
Tata Motors has been chosen as India's Most Trusted Brand in cars in a Readers Digest-AC Nielsen consumer survey in 2006. Tata Motors' mini-truck, Ace, which has created an all-new category in the commercial vehicles market, received the BBC-Top Gear' Design of the Year 2006. The company's Star bus low-floor city bus and the Novus heavy truck were adjudged second and third respectively. For the second consecutive year, Auto Monitor as the Commercial Vehicle Manufacturer of the Year rated Tata Motors for 2006. The Commercial Vehicle Business Unit won the CII-Exim Bank Award for 2005 for Business Excellence, for being a role model of excellence in management. The award particularly recognizes excellence in the management of quality as a fundamental process. The two divisions of the company also won the Tata Group's JRD QV Awards for Business Excellence in 2005. The Jamshedpur plant and the car plant at Pune received the Union Ministry of Power's National Energy Conservation Award, which recognize significant initiatives to reduce energy intensity and improve energy efficiency.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS The Jamshedpur plant won the award for the fourth year in a row. The Commercial Vehicle Business Unit and the Passenger Car Business Unit also received the CII's National Award for excellence in energy management. The Foundry Division at the Pune plant received the Gargi Huttenes Albertus Green Foundry of the Year Award.

Manufacturing
Tata Motors owes its leading position in the Indian automobile industry to its strong focus on indigenization. This focus has driven the Company to set up world-class manufacturing units with state-of-the-art technology. Every stage of product evolutiondesign, development, manufacturing, assembly and quality control, is carried out meticulously. Our manufacturing plants are situated at Jamshedpur in the East, Pune in the West and Lucknow in the North.

Jamshedpur:
This was the first unit of the Company established in 1945 and is spread over an area of 822 acres. It consists of 3 divisions - Truck, Engine (including the Gear Box division) and Axle. The divestments in March 2000.

Pune:
The Pune unit is spread over 2 geographical regions- Pimpri (800 acres) and Chinch wad (126 acres). It was established in 1966 and has a Production Engineering Division, which has one of the best motors.

Lucknow:
Established in 1991 and covering an area of 600 acres, the Lucknow Plant was established to assemble Medium Commercial Vehicles (MCVs) to meet the demand in the Northern Indian market. In 1995, the unit started manufacturing bus.

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Products
Passenger Cars, Indica, Indigo Utility Vehicles- Safari, Sumo Trucks- NOVUS and others Bus- Starbus, Globus and others Defence Vehicles

Research Tata Cars in India


The India Cars. They understand market and Indian roads better here. Have been successful in creating right brand equity and share. Offering very practical and economic cars are their prime motive and they are doing well with it. However Tata cars cannot be considered as perfect by any means. They have expertise in diesel technology and lack in petrol. Highly successful Indica's latest petrol version Xeta is Tata's biggest hope.

Products
Passenger cars and utility vehicles

Tata Sierra Tata nano Tata Sumo Tata Safari Tata Indica Tata Indigo Tata Indigo Marina

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END A PROFILE AND INTRODUCTION OF TATA MOTORS

BIJJARAGI MOTORS
Company profile of Bijjargi Motors
Bijjargi Motors has made deep inroads in the cars market at north region of Karnataka with top breeds cars from the house of Tata Motors. As a professionally managed car dealer. Bijjargi Motors is committed to excellence in serving all our esteemed customers. Bijjargi Motors has earned a new name & fame since it has become an authorized dealer ship for Tata Motors in car passenger world. Its has been on the growth trail with no looking back. As an authorized dealer of Tata Motors cars, we bring to you first rate cars & leave no stone unturned to provide great service. A modern show room of Bijjargi Motors welcomes you. Well maintained fleets of test drive cars are there to give you feel experience & drive dynamics on actual driving condition. The showroom even supports you with the service centre, to assure you of quality service. The Sales Team at bijjargi Motors is made up of dedicated show room & field professional with associated with various sections to guide our valuable customers through the entire sales process right from assisting in the choice of model, colour & features to extend a helping hand for our customers. We bijjargi motors are proud to say that we have been made an elite dealer by Tata Motors for recognition for outstanding achievements & dedicated dealership enhancement.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS Bijjargi Motors of Bijapur has been the winner for best seller award from Tata Motors& in our services too.

Show Room of Bijjargi Motors


Make your dreams & aspirations come true. This elegant exclusive modern show room of Bijjargi Motors an authorized dealership of Tata Motors is designed to meet the rising expectation of the customers. Here a fleet of well maintained Tata Cars awaits your perusal. We are connectively located at NH-13 BYE- PASS, INDI ROAD CROSS, at BIJAPUR. We are providing better access to both the proud owner as well as prospective buyers. We have market & service of Tata Motors vehicles like Tata Indica, Indica, Vista, Indigo, Sumo, Safari, and Sumogrande through our sales & services out lets. The showroom through its large workshop would offer sales service, Spare parts & accessories support to its customers. Our service centre is out fitted with the latest modern equipments & updates with Tata challenging world standards. Our technical team is qualified & trained to analyze & provide accurate solution as service point of view.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS

Objectives of Bijjargi Motors:


To give quality service to customers. To know the expectations of the customers & to fulfil the expectations. To Maintenance of good relations with customers. To Quality service & reasonable charge. To maintain the healthy environment in the organization. To give full support to the employees & the customers. To provide training & development to the employees to satisfy the Customers to the maximum extent. To Job satisfaction for employees. To Main objective is to satisfy the customers to the maximum extent ORGANIZATION PROFILE Company Name : BIJJARAGI MOTORS

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS Established on Address Plant Area Capital Owner/Partner Managing Director Total No of Employees BIJJARAGI MOTORS LOGO IS : : : : : : : In the year 1991 BIJJARAGI MOTORS Indi cross, Bijapur 586104 2.5 Acre 1.5 Crore Partner Raju.Bijjargi 160

BIJJARGI AUTOMOBILES (Tata Motors Authorized Service Station)


Bijjargi Automobiles an authorized service station started in Feb 2004, having with (12) members as staff. At present the company has almost tripled the strength i.e. (39) in numbers. In the first financial year we placed 1st rank in spare part section & 2nd rank in service section for the financial year 2004 -2005. Due to our excellent service many customers from Light commercial vehicles like (ACE, 207,407,709,909,1109) & Heavy commercial Vehicles like (1510,1613,2515,2518,3516,4018,4923) all the customers are satisfied. Due to this reason Bijjargi Automobiles service network got popularized from north India to south India & got a brand name through out India. Bijjargi Automobiles has been place d in top ranking continuously since 2004 to current financial year, our staffs are completely skilled in handling light & heavy commercial vehicle in terms of repair, service, Accidental ( Body shop), AMC. Our Brand customers (Fleet owners) are Piramal & company, Essel Transport Company, Manisha Parivahan Pvt Ltd, Kataria Movers pvt, Ltd., Bharadwaj Road Lines, Ideal Movers., and Global Frieght Carriers. Our final aim ends with customer

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS satisfaction & to continue the service relation with latest technology along with human relation.

WORKING HOURS
Morning 9.30a.m. to 2.00 pm Noon Noon 2.00p.m. to 2.30 p.m. Break for lunch Noon 2.30p.m to 5.30p.m. Evening.

ACTIVITIES:
Sale of Light Vehicles of TATA Motors Repairs/services of all ranges of TATA vehicles Sales of spare parts of TATA vehicles (Light &Heavy vehicles)

VARIOUS FACILITIES AVAILABLE AT BIJJARGI AUTOMOBILES LTD. Good infrastructure, well qualified & trained man power, state of art diagnostic equipments & innovative ideas are the key elements in making Bijjargi Automobiles successful operation (ASO). FACILITIES AVAILABLE Sl.No. 1. 2. 3. 4. 5. Facilities & System Good infrastructure Trained man power Computerized engine facility Computerized wheel aligner Computerized wheel balancer Availability

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS 6. 7. 8. 9. 10. 11. 12. Pneumatic lines & tools Stand by vehicles for customers Service promotion activity Feedback card analysis Customer handling complaint

Customer care management Quick repair facility

MISSION AND VISION


The mission and vision of the organization was ultimately the customer to satisfy the customer and have a potential customer bases this is what the have earned in these year. A potential and prospective customer bases that are satisfied with kinds of products they are Dealing with and the kind of service they are giving to the customer.

The company has two divisions:


Light Motor Vehicle section Heavy Motor Vehicle Section

Light motor Vehicle section is also called Auto care Centre and Heavy Vehicle Section is called motor section.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS This company started with Auto care centre in 1991. K.S.T. No. 5251781-0 C.S.T. No. 5256781-3 In the year 1998 company started heavy vehicle section with K.S.T No. 5713459-5 C.S.T.No. 5718459-8 In the year 2008 recently Feb, Bijjargi Motors started to sell the products of TATA Motors Light Vehicles in Bijapur.

Roles and Responsibilities:


Managing Director: RAJU BIJJARAGI
As Managing director he will be the responsible for the over all functioning and administration of the company. The Managing director also decides the major changes and adoption of new technology He will provide all types of support to the management representative in implementing and maintaining quality system in the company. He will chair the steering committee [management review] meeting and assess the effectiveness of the quality system. He will be the authority for approving the quality manual, quality policy and quality objection of the company.

Assistant General Manager:

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Mr. Kumar G Kalmath


He is the head of marketing and sales department He will guide the staff to maintain all concerned records He will be the responsible for sales promotion planning. He will be the responsible for realizing sales targeting set by the company. He will be having the authority to the control all staff of sales wing. He will be the responsible for the maintains of quality system in the sales deportment He will be chief authority for sales related issues.

CRM (Customer relationship manager) Mr. Ramesh


Responsible for taking the customers care when came for vehicle servicing He will be the single point responsibility to resolve all customer complaints and issues within dealership. He will be responsible to provide clean and attractive ambience to customers. Responsible to minimize customer complaints Responsible for take care of front office of workshop. He Identify and bridge in customers perception. He will be responsible to monitor customer satisfaction.

Work Manager: Mr.Muniraj

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS Workshop auditing He will responsible to Improve quality repairs Maintain repeat complaint analyses reports He will be the responsible to reduce customers complaints and improve productive Hours. He is the head of workshop having authority to control the workshop. He will be the responsible for the maintains of quality system in his deportment. He acts as the grievance handler in the workshop of organization.

Spares Manager: Mr: Anand


He his the head of spares deportment He will be having the authority to control his colleague He will liaison with managing director and works manager for placing indents of spares of Tata Motors He will be responsible if any mishandling of spares takes place. He will guide his colleague to maintain all required records. He is the authorized to prepares bill and spare discrepancy report

Company has following facilities:


1. 2. Good & pure water facility Large space for parking for both light & heavy vehicles

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS 3. 4. 5. 6. 7. 8. 9. 10. Good infrastructure Rest room for customers as well as employees Separate cash counter section. Spare part division for each section Uniforms for all the employees Entertainment facilities for the customers Refreshments (Tea) for the customers. Customer lounge & toilet facilities for the customers & employees

Auto Care Centre


Auto care centre means Light motor vehicle (Cars) is being selling serviced & repaired (minor & major). This section was started in 1991 and brand new showroom was established in 2008. K.S.TNo.5251781-0 C.S.T.No. 5256781-3 The products are SAFARI SUMO SIERRA ESTATE SPACIO INDICA INDIGO

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS This section has more than 53 employees. At a stretch nearly 8-10 vehicles are being serviced/repaired every day. MANPOWER: WORKERS IN CAR SECTION Workers -50 Managerial Staff - 8 Manager-2 Accountant-4 Supervisors-3 CRO-1

HEAVY VEHICLE SECTION


Bijjargi Motors started heavy vehicles section in the year 1998. Following vehicles are services in this section TATA 407 TATA 608 TATA BUS TATA 6 Wheeler Track TATA 10 Wheeler Track

This section has more than 32 employees. At a stretch nearly 5-10 vehicles are being serviced / repaired every day.

WORKERS IN AUTOMOBILE SECTION


Workers -30 Managerial Staff - 4 Manager-2

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS Accountant-2 Supervisors-3 CRO-1

Divisions:
This motor section is divided 4 further divisions. They are listed below 1) 2) 3) 4) General work Body work Electrical work Engine work

Front office workers totally 30 employees are engaged.

Benefits to Employees:
1) 2) Uniform: Company provides uniform to all the employees after they are Salary: The Company pays salary to the employees according their

been selected. qualifications, experience, and their ability. 3) 4) paid. 5) Compensation: if any accident happens and if serious damages are caused Bonus: At the end of every year bonus is paid to every employee. Incentives: According to the employees performance incentives are been

accidentally `to the employee at the work place compensation is been paid. 6) First aid kit: Company has arranged first aid kit in every division of the

motor section for the safety of the employees.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS 7) Water facility: Company provides pure & healthy drinking for the

employees. 8) Refreshment facility: Company provides 2 times tea i.e. morning &

evening to all the employees. A Television set is been kept in the division where the employees can entertain themselves during the lunch hours. 9) Training Facilities: Company provides training facilities to their employees. 10) Experience: it is a best opportunity to employees for a improving the work style and growing relation with customer in the specific field on the job purpose.

Rules & Regulations for the employees:


1. 2. 3. 4. 5. 6. 7. 8. The employee should be in the company premises before 9 am and should Employee should wear the uniforms everyday as it is mandatory. Every employee should follow the safety rules. Company has provided holiday at every Sunday and other local festivals. If any employee damages any of the tools & equipments of the company or Every 15 days all administrative staff should attend the General Meeting. All the details of any TATA vehicles serviced or sold should be updated to All the employees should undergo training and development program.

work up to 5 pm.

customers then the damages will be deducted from his salary.

the Head-office at Mumbai.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS

Benefits to Customer:
Quality & error free service. Genuine spare parts. Highly sophisticated workers for quality work. Reasonable rates. Rest room for customers. Good & pure drinking water. Two times tea for the customers who to stay for days together to get their vehicles serviced/ repaired. Mobile service is been provided for any serious breakdowns at any place. ATM (All Time Mobile Service).

Value added benefits:


drivers. Mess for drivers/ customers is been constructed. Bathroom & toilet facilities for customers. SMP (Service Marketing Person) stays always in touch with customers either personally or through telephonic conversations. A camp for free service twice a year. Discount on spares & lubricants during the camp. Free labour charge. Gifts to the vehicle drivers. Health check up (AIDS awareness & check up) for vehicle

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS

7Ps
Product: All type of TATA products service provided in Bijjargi Motors (Light & Heavy Vehicles). The services are: General Work Body Work Electrical Work Engine Work

Price: Bijjargi Motors Charges medium price which should be affordable to all level of customers and customer save their money instead of going to other districts like Hubli, Gulbarga & Hospet.

Place: Service Place is convenient which is on Highway NH -13 and this place is nearer to other Districts. SOLAPUR HOSPET

BIJAPUR

HUBLI

GULBARGA

Promotions: To increase the service Bijjargi Motors providing Free Washing Mela, Free Check up etc. It also helps to increase the sales in spares department.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS Physical Evidence: 1. It is very important, so Bijjargi Motors always maintain clean & safe around the Bijjargi Motors. 2. Customer they can view, where the mechanics of Bijjargi Motors working area. 3. Bijjargi Motors providing visitors room/lounge to their customers. 4. Bijjargi Motors always offer welcome Tea/Soft drink to their customers. 5. Customers can see the new technology, when they enter into the service station. People: If once the Customer satisfied in service they became the permanent customers to the Bijjargi Motors. They often & often visit to the Bijjargi Motors and also suggest to other people to get their vehicle service in the Bijjargi Motors. Process: They maintain all records who visit to their service station and they provide higher technology, skilled & skilled mechanics and technicians to complete the work of the vehicles.

ORGANISATION STRUCTURE
OVER ALL CHART OF ORGANISATION STRUCTURE
Dealership Principal / Managing director

General Manager

General Manager or Head 1 Team per 100 vehicles (Customer support)


Team Leader-1

Customer Relationship Manager

Workshop Manager

Body shop Manager 1 per 30 vehicles


Administration e.g. Security, Sweeper
Painter-3 1 per 30 vehicles Technicians (L-1)-3 1 per 30 vehicles

Dent Beater-3

Spare parts Manager

Finance

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/PDI Team

Quality

Warranty

In House Trainer (TTP)

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS

Customer Relation Officer

Workshop sales Counter sales team Field Sales man

Accountant

Service Advisor TEAM A Service Advisor TEAM B Service Advisor TEAM C Service Advisor Quick Repair Team Service Marketing Officer

Account Manager Accounts

Reception-cumTelephone operator

Bijjaragi Motors Pledge is:


Tata Car care beyond compare, Dear Customer it is own salesman pledge that we shall always endower to 1) D- Diagnostics Listen to customer carefully understand the problem and identify and exact cause by using diagnostics. 2) Q- Quality Ensure repair quality on par with O.E Build quality by using genuine space standard repairs process. Special tools and quality parties. Do it right first and every time car deliver car neat and clean.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS 3) C- Cost Provide paper repair estimate explain work carried out and its changes. 4) T- Time Prepare and time estimate, Be prompt at all times (Repair order to preparation and billing delivery and complaint Handling) Provide fast service bin with time and standard/ using quick repair bays delivery at promised time. 5) C- Customer and Complaint Handling All customers after service to ascertain satisfaction. Record analysis and resolve all complaint be courteous at all time. We forever remain committed to service and excellence

H. R. (Human Resource) Department.


Recruitment Job analysis Advertisement Selection Appointment Performance appraisal

Job Analysis:
After the man power audit (DQ-1) is carried out the DQCTC team leader should discuss following with the dealership principal. Number of people to be recruited. Job analysis of each position.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS a) Job description given in the site naukari.com (link TATA motors Dealers) B) Job specification education, skill, experience, special qualities. The salary offered far this position in the market.

Advertisement:
Dealership should give the advertisement for the posts to be filled the advertisement can be placed in Job search site NAUKARI.Com Tata motors has tied up with naukari.com for provide channel to the dealerships to get man power as per standard dealers need to register and place the vacancy notification or the site. The individual response can be viewed only by that dealer and not by any dealer. Local manpower/ automobile magnize. Dealership own website.

Selection:
First stage in the selection in short listing of candidates applies the following short listing. Does the candidate have required qualifications as specified by tata motors? What is his experience in the similar position else where? What is the skill level he has? Preference should be given if he has worked on higher technology car like CRDI, EURO Cars. Second stage is interviewing The panel of the interviews should include ideally 2-3 people general manager works manager any other experienced person from industry final interview by CEO or dealer principal for the past of worker manager/ general manager/ spare parts Manager do involve CSEs in the panel. This interview should be targeted at assessing the capabilities of the person to the take up with the current profile, ability to deliver results and learning attitude.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS

Appointment:
Dealership should after an appointment letter mentioning the terms and conditions remuneration and various benefits. It is a good strategy for improving retention that the candidate signs a 3-4 years bond with the company. Alternatively a small portion from retention money and can be rein based after 3 years. It is good to finalized at least 2-3 candidates for each vacancy. This date will be helpful in care dealership need to appoint some body in the immediate future.

Performance appraisal (Measurement):


The performance of the various personnel is found out through various DQCTC audit and reports. These are included management basis. Basis on the D-2 audit G.M (General Manager), W.M (Work manager), C.R.M (Customer relation manager) has to do some basic preparation to conducting review. 1. collect all the back-up sheets( audit forms) 2. Do the qualitative analysis of the report a note down the areas where performance has gone down for each person. 3. Analyze yourself the reasons for poor performance.

Work manager: DQCTC D- Diagnostic Q- Quality C- Cost T- Time C- Customer and complaint handling

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Work manager role are


1) To give hassle free service experience to the customer by -Minimizing the repeat complaint and revisits within service and intervals -Ensuring that work is called out as per time schedule so that there is no deviation in promise time. 2) Improve the revenues the work shop through -improving productivity -Minimizing repeat complaints by ensuring the repair and maintenance is Carried out as per the standard process defined by the TATA motors. 3) To manage the training needs of the technicians.

Customer expectation as per JDP (James David Power) Parameters. Service quality
Ability to diagnose problems properly Quality of work performance on the vehicles Toughness in fulfilling requests Availability of pets for service

Problems experienced
Trouble free operation Freedom from squeals and rattles

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS Ease of maintain and repair overall quality relialibility and duties

User friendly service


Consideration for the customers free Standing behind their service Convents days and hours of operation Cleanliness and appearance of service facility.

Standard Modules
A) Performance management
a. Ensuring repair quality Sign specific tools/equipments Adhering to quality parameters specified Carrying out all prework standard checks To ensure this a work manager has to do a (c-2) (b) job card, audit on daily basis for each team. It should be a live audit. To ensure that the quality parameters have indeed has been adhered to work manager should ask the technical to show the quality parameter value set on any particular car. b. Ensuring washing quality c. Ensuring timely delivery d. Improving worships productivity.

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B)

Customer complaint management


a. b. c. Work manager has to refers to (c-8) on daily basis to know and Whenever a complaint vehicle comes to workshop for resolution, Complaint open for more than 3 days work manager should put up resolve the open complaint. work manager will himself diagnose the problem with service advisor. this comments obey the complaint cannot be closed

C)

Human resource management


e. training f. incentives/rewards g. house keeping h. review

Daily review Conduct review with TC on the C-2(B) Conduct daily review along with CRM(customer relationship management)on the shop floor in the front of daily meeting board Discuss the repeat complaint received during the calls made on the previous day with the concerned team Weekly review Conduct weekly review along CRM in the shop floor in front of C-5 Discuss the critical performance parameters Set targets for next weak and prepare action plan for each group

and C-6 board

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS Monthly review Participate in the monthly review meeting along with TATA motors representatives. Discuss the performance scores critical manpower like quality audit Discuss process score like C-2,C-4 Prepare monthly action plan and set targets for composite score for the next month

Organisation structure of sales department


AGM Assistant General Manager

Sales

Back office

Reception

Accessories

Account manager

Sales manager1

Sales manager2

Sales manager3
Account in charger

Accessories In charge

Assistant accessories in charge Sales executive Sales executive Sales executive Sales executive Assistant account in charge

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS

Showroom sales executive Sales executive Sales executive

PDI Supervisor

L1 technician

Electrician

System admin

Data entry

Insurance and executive in charge

Back office in charge

SSM Sales satisfaction manager

Work Profile, Roles and Responsibilities of sales department Sales manager


Conduct a meeting at sharp 9.30am, taking daily commitment(delivers{finance and ex-warranty},new enquiry generation and booking) Taking knowledge of CRMDMS and operating system. Taking care daily enquiries and opening the green forms Taking care of requirements of vehicles. Taking care of committed daily target. Arranging the weekly training according to the requirements of the sales executives. Planning for the demo camp and test drive camp every month 10to 22nd and execute them successfully.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS Submit report to AGM & TATA motors (with necessary documents) of the demo camp after the event. Replaying to any mail or sending any mail has mark to AGM Vehicle allotment Keeping knowledge about competitive products, scheme and price. 1. Showroom executive Attending the walk-in customers. Taking care of green forms of the prospective customers. Maintaining the showroom walk in & inquiry register. Taking care of water & tea for the customers. Guiding the customers to solve there quarries, & informing the responsible persons. Taking care of the cleanness of showroom & display vehicles in showroom

2. Sales executive
At morning, daily commitment of green & yellow forms & delivery Taking care of finance, insurance, warranty, commitments of relative customers. Executive has to take care of customers before booking to hand over the final documents to customers. Prior approval of SM before commitment Taking care of outdated (30days) green forms. At evening, report of the morning commitments. Keeping knowledge about competitive products, scheme & price.

Finance Manager
Providing the full information of finance scheme & finance Finance manager has take care all the financial issues (receipt, Taking care of the RO & finance amount. documents to the customer & charges of documents. invoice, insurance copy & key), it may be in house or non in house, bank.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS After receiving the payment by the financier arrange to send Replaying to any mail or sending any mail has to AGM documents for financier (finance company or bank).

SSM
Taking care of vehicle delivers in time. Making the available all the resources at the times of delivery. Before delivery checking the file of the customer & taking the signature of accountant, sales manager, and assistant general manager on that file. Taking care of white forms, maintaining the quality of white form. Sending the photo & thanking letter to customer. Making calls to customer within 48 hours after the delivery of vehicle. Corresponding with TATA motors (RSSM, SSM, and TML). Taking care of empower card. Replaying to any mail or sending any mail has to AGM

BACK OFFICE 1. System operator


Opening green and yellow forms in CRMDMS Invoicing, sales certificate Taking care of out dated green & yellow form At the end of the day mailing the daily reports (stock, A/C, billing) to AGM. Taking care of the documents of TP. Replaying to any mail or sending any mail has mark to AGM.

2. System admin
Sending daily enquiries reports to PCDB

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS Taking care of punching of vehicles Checking the TML & TMLD payments Checking the mails & informing the concern person Taking care of mails correspondence. Taking care of reports like rolling plan, activity plan, off take & retails, opening & closing stock of the month. Taking care of connectivity of CRMDMS Providing the training & solving the problem of the CRMDMS Taking care of computers of the organization. Replaying to any mail or sending any mail has mark to AGM.

3. Billing personal
Taking care of back office work. File updating, maintaining the soft copy of customer data. Putting payments receipt in customers file. Taking care of extended warranty & sending payments in time according to global administration commitments. Sending finance documents after receiving the payment from the financier. Taking care of TP & all documents of the customers. Replaying to any mail or sending any mail has mark to AGM

ACCESSORIES
Convincing the customers for accessories(sales and service) Taking care of FOC accessories. Taking care of accessories bill before delivery of the vehicle Taking care stock report & daily reports.

PDI In charge

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS Checking the vehicle properly after receiving from TATA motors(condition of vehicle, any denting & damages in transport report immediate to AGM) Taking care of delivery vehicle ( with all fitments ) Taking care of showroom display. Taking care of stock vehicles(keep clean) Service manual, tool kit, spare bulbs, parking triangle, first aid kit & remote of the stereo or vehicle had to keep out side safely.

Receptionist
Inviting the customer who is coming in the showroom & introduce to concern person. Attending the call coming on board. Taking care of the couriers(sending & receiving) Attending the customers in showroom. Taking care of the customer (water & tea)

ACCOUNTS
A/C person should available in office hours in his cabin to collect the cash & raise a receipt against it in CRMDMS. After cash receiving immediately raise a receipt in CRMDMS. Coordinating with finance manager regarding the finance payments & raising the receipt in CRMDMS. Daily morning reporting with the A/C detail of TML & TMLD & details of booking payments. Daily reporting dealer A/C online operated by customer or executive.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS Dont accept out station cheque. Before delivery of vehicles check the payments details & sign on the customers file.

END OF THE ORGANISATION STUDY OF BIJJARAGI MOTORS

RESEARCH PROBLEM
The Research Problem
Study the Customer perception and loyalty towards Bijjargi motors

OBJECTIVES OF THE STUDY

1. To know Indian Auto Industry. 2. The main objective is to know customer behaviour towards Bijjaragi motors. 3. To know the how many customer are loyal towards Bijjaragi motors. 4. To determine the customer awareness towards Bijjaragi store. 5. To know the factors influencing customers to buy in that particular store.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS 6. To know the customer loyalty towards BIJJARAGI MOTORS. 7. To study whether company is succeeded in developing a store styled to the particular customer personality or status.

RESEARCH METHODOLOGY
The methodology is the method used in the collecting the information, which assists for the research problem

Description of research
Marketing research design specifies the procedure for conducting a research project. The survey was conducted with the objective To study the Customer perception towards store and loyalty of bijjaragi motors

Data Collection Method:


Primary data: In this study the primary data is collected by survey research I.e. systematic collection of information directly from the respondents. Secondary Data: The company manuals& reports.

SAMPLING METHOD

Define Population: Population is defined in terms of elements, sample units Sampling Unit: BIJAPUR. Sampling Frame: Potential Customers for Tata Motors

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS Sampling Method Selected: Non Probability Sampling Method is chosen. Sample Size: 50 Respondents Instrument: Questionnaire

DATA ANALYSIS AND INTERPRETATION


Frequencies
Do you have own TATA motor car?
Frequency Valid yes no Total Missing Total System 2 100 2 102 Percent 96.1 2.0 98.0 2.0 100.0 Valid Percent Cumulative Percent 98.0 98.0 2.0 100.0 100.0

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Do you have own TATA motor car?


120

100

80

60

40

Frequency

20

0 yes no

Do you have own TATA motor car?

Data analysis
From the above graph it has been observed that out of 50 respondents, 98% are owner of Tata motor car 2% are not.

Interpretation
Most of respondents have own Tata car.

Frequencies
Which motor car you have?
Frequency Valid Tata indica Tata indigo Tata sumo Tata safari Total System 50 10 20 20 100 2 102 Percent 49.0 9.8 19.6 19.6 98.0 2.0 100.0 Valid Percent Cumulative Percent 50.0 50.0 10.0 60.0 20.0 80.0 20.0 100.0 100.0

Missing Total

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Which motor car you have?


Missing tata safari

tata indica

tata sumo

tata indigo

Data analysis
From the above graph it has been observed that out of 50 respondents. There are 50% respondents have TATA indica car, 10% respondents have TATA indigo, 20% respondents have TATA sumo, 20%respondents have TATA safari.

Interpretation
Most of respondents have TATA INDICA car.

Frequencies
Since how long you are using this car (year)?
Frequency Valid 0-2 2-4 4-6 more than 6 Total System 30 30 20 20 100 2 102 Percent 29.4 29.4 19.6 19.6 98.0 2.0 100.0 Valid Percent Cumulative Percent 30.0 30.0 20.0 20.0 100.0 30.0 60.0 80.0 100.0

Missing Total

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Since how long you are using this car(year)?


M issing m than 6 ore 0-2

4-6

2-4

Data analysis
From the above graph it has been observed that out of 50 respondents. 30% of the respondents are using 0-2 year. 30% of the respondents are using 2-4 year, 20% of the respondents using 4-6 year. 20%of the respondents are using more than 6 years. 2% missing.

Interpretation
Most of respondents are using in between 0-2 year to 2-4 years.

Frequencies
Where did you purchase tata motor car?
Frequency Valid Bijjaragi motors Manikbag motors Bhagyodaya motors Sterling motors Total System Percent Valid Percent Cumulative Percent 70.0 10.0 10.0 10.0 100.0 70.0 80.0 90.0 100.0

70 10 10 10 100 2

68.6 9.8 9.8 9.8 98.0 2.0

Missing

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Total 102 100.0

Where did you purchase tata motor car?


M issing sterling m otors

bhaguodaya m otors

m anikbag m otors

bijjaragi m otors

Data analysis
From the above graph it has been observed that out of 50 respondents. 70% of the respondents purchased car in Bijjaragi motors. 10%of the respondents purchased in Manikbag, 10%of the respondents purchased in Bhagyodaya, 10%of the respondents purchased in Sterling.

Interpretation
Most of respondents have purchased (70%) car in Bijjaragi motors Bijapur.

Frequencies
Why did you purchase in that show room?
Frequency Valid on time delivery service nearest availability Missing Total Total System 10 35 40 15 100 2 102 Percent 9.8 34.3 39.2 14.7 98.0 2.0 100.0 Valid Percent 10.0 35.0 40.0 15.0 100.0 Cumulative Percent 10.0 45.0 85.0 100.0

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Why did you purchase in that show room?


M issing availability

on tim delivery e

service

nearest

Data analysis
From the above graph it has been observed that out of 50 respondents. 10%of the respondents purchased car in that showroom because of on time delivery, 35%of the respondents purchased car because of service, 40% of the respondents purchased car because of nearest showroom, 15% of the respondents purchased car because of availability.

Interpretation
Most of respondents are to purchase a car in Bijjaragi motors because of nearest place for purchase.

Frequencies
How do you rate the dealership facility in Bijjaragi motors?
Frequency Valid Highly satisfied satisfied dissatisfied Highly satisfied average Total System 33 48 9 5 5 100 2 102 Percent 32.4 47.1 8.8 4.9 4.9 98.0 2.0 100.0 Valid Percent Cumulative Percent 33.0 33.0 48.0 9.0 5.0 5.0 100.0 81.0 90.0 95.0 100.0

Missing Total

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H do you rate the dealership facility ow in bijaragi motors?


M issing average highly dissatisfied dissatisfied highly satisfied

satisfied

Data analysis
From the above graph it has been observed that out of 50 respondents. 34% of respondents are highly satisfied with dealership facility in Bijjaragi motors, 47% of the respondents satisfied with dealership facility in Bijjaragi motors , 9% of the respondents dissatisfied with the dealership facility in Bijjaragi motors, 5% of respondents are highly dissatisfied with dealership facility in Bijjaragi motors, 5% of the respondents on an average.

Interpretation
Most of respondents are (47%) satisfied with the dealership facility in Bijjaragi motors Bijapur.

Frequencies
How do you rate the fairness of your deal in Bijjaragi motors? Frequency Percent Valid Cumulative percent Percent Valid highly 46 45.1 46.0 46.0 satisfied satisfied 29 28.4 29.0 75.0 dissatisfied 16 15.7 16.0 91.0 highly 5 4.9 5.0 96.0 dissatisfied average 4 3.9 4.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0

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How do you rate the fairness of your deal in bijjaragi motors?


Missing average highly dissatisfied

dissatisfied highly satisfied

satisfied

Data analysis
From the above graph it has been observed that out of 50 respondents. 46% of the respondents are highly satisfied with Fairness of deal in Bijjaragi motors, 29% of the respondents satisfied with the fairness of deal in Bijjaragi motors, 16% of the respondents dissatisfied with the fairness of deal in Bijjaragi motors. 5% of the respondents highly dissatisfied, 4% of respondents on an average.

Interpretation
Most of respondents are highly satisfied (46%) with the fairness of deal in Bijjaragi motors Bijapur.

Frequencies
How do you rate your experience of the sales person of Bijjaragi motors?
Frequency 67 24 4 3 2 100 2 102 Percent 65.7 23.5 3.9 2.9 2.0 98.0 2.0 100.0 Valid Percent 67.0 24.0 4.0 3.0 2.0 100.0 Cumulative Percent 67.0 91.0 95.0 98.0 100.0

Valid

highly satisfied satisfied dissatisfied highly dissatisfied average C Total Missing System Total

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H d you rate you exp ow o r erien of th sales ce e p erson of b ijjarag m i otors?


M issing av erage highlydissatisfied dissatisfied satisfied

highlysatisfied

Data analysis
From the above graph it has been observed that out of 50 respondents. 67% of the respondents are highly satisfied with experience of the sales person in Bijjaragi motors. 24% of the respondents satisfied, 4%of the respondents dissatisfied, 3% of the respondents highly dissatisfied, 2%of the respondents on an average.

Interpretation
Most of respondents are highly satisfied (67%) with experience of the sales person in Bijaragi motors Bijjaragi.

Frequencies
How do you rate the financial process in Bijaragi motors?
Frequency Valid Highly satisfied Satisfied Dissatisfied highly dissatisfied average Total System 38 47 9 3 3 100 2 Percent 37.3 46.1 8.8 2.9 2.9 98.0 2.0 Valid Percent 38.0 47.0 9.0 3.0 3.0 100.0 Cumulative Percent 38.0 85.0 94.0 97.0 100.0

Missing

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Total 102 100.0

How do you rate the financial process in bijaragi motors?


Missing average highly dissatisfied dissatisfied highly satisfied

satisfied

Data analysis
From the above graph it has been observed that out of 50 respondents. 38% respondents highly satisfied with the financial process in Bijjaragi motors, 47% of the respondents satisfied, 9%of the respondents dissatisfied, 3% of the respondents highly dissatisfied, 3% of the respondents on an average.

Interpretation
Most respondents satisfied (47%) with the financial process in Bijjaragi motors.

Frequencies
How do you rate the purchase process in Bijjaragi motors?
Frequency Valid highly satisfied satisfied dissatisfied highly dissatisfied average Total System 44 45 7 2 2 100 2 Percent 43.1 44.1 6.9 2.0 2.0 98.0 2.0 Valid Percent 44.0 45.0 7.0 2.0 2.0 100.0 Cumulative Percent 44.0 89.0 96.0 98.0 100.0

Missing

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Total 102 100.0

How do you rate the purchase process in bijjaragi motors?


Missing average highky dissatisfied dissatisfied

highly satisfied

satisfied

Data analysis
From the above graph it has been observed that out of 50 respondents. 44% respondents highly satisfied with the purchase process in Bijjaragi motors, 45% of the respondents satisfied, 6%of the respondents dissatisfied, 2%of the respondents highly dissatisfied, 3% of the respondents on an average.

Interpretation
Most of respondents are satisfied (45%) with the purchasing process Bijjaragi motors.

Frequencies
How do you rate the delivery timing in Bijjaragi motors?
Frequency Valid highly satisfied satisfied dissatisfied Total System 30 60 10 100 2 102 Percent 29.4 58.8 9.8 98.0 2.0 100.0 Valid Percent 30.0 60.0 10.0 100.0 Cumulative Percent 30.0 90.0 100.0

Missing Total

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How do you rate the delivery timing in bijjaragi motors?


Missing dissatisfied highly satisfied

satisfied

Data analysis
From the above graph it has been observed that out of 50 respondents. 30% of respondents highly satisfied with the delivery timing in Bijjaragi motors. 60% of the respondents satisfied with the delivery timing in Bijjaragi motors, 10% of the respondents dissatisfied with the delivery timing in Bijjaragi motors,

Interpretation
Most of the respondents (60%) satisfied with the delivery timing in Bijjaragi motors Bijapur.

Frequencies
Are you satisfied with overall performance of Bijjaragi motors?
Frequency Valid highly satisfied satisfied Missing Total Total System Percent Valid Percent Cumulative Percent 80.0 20.0 100.0 80.0 100.0

80 20 100 2 102

78.4 19.6 98.0 2.0 100.0

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Are you satisfied with overall performance of bijjaragi motors?


Missing satisfied

highly satisfied

Data analysis
From the above graph it has been observed that out of 50 respondents. 80% of the respondents highly satisfied with the over all performance of Bijjaragi motors, 20% of the respondents satisfied with the overall performance of Bijjaragi motors.

Interpretation
Most of respondents are highly satisfied (80%) with the overall performance of Bijjaragi motors Bijapur.

Frequencies
Do you recommend your friend & relative to purchase motor car in Bijjaragi motors?
Frequency Valid Yes No Total Missing Total System 85 15 100 2 102 Percent 83.3 14.7 98.0 2.0 100.0 Valid Percent Cumulative Percent 85.0 15.0 100.0 85.0 100.0

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Do you recommend your friend & relative to purchase motor car in bi


100

80

60

40

Frequency

20

0 yes no

Do you recommend your friend & relative to purchase motor car in bijjara

Data analysis
From the above graph it has been observed that out of 50 respondents. 85 % of the respondents recommend their friend/relative to purchase motor car in Bijjaragi motors. 15% of the respondents do not recommend their friend and relative to purchase motor car in Bijjaragi motors.

Interpretation
Most respondents (85%) recommend friend/ relative to purchase a motor car in Bijjaragi motors Bijapur.

FINDINGS
From graph 1st it can be analyzed that 98% of the respondents have own

TATA motor car, 2% of are not. From the graph 2nd it can be analyzed that 50% of the respondents using tata

indica car, 10% of the respondents using tata indigo car, 20% of the respondents are using tata sumo, 20% of the respondents are using tata safari.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS From graph 3rd it can be analyzed that 30% of the respondents are using 0-2

years, 30% of the respondents using 2-4 years, 20% of the respondents using 4-6 year, 20% of the respondents using more than 6 years. From graph 4th it can be analyzed that 70% of the respondents are

purchased car in bijjaragi motors, 10% of the respondents are purchased car in manikbag, 10% of the respondents are purchased car I bhagyodaya motors, 10% of the respondents purchased car in sterling motors. From graph 5th it can be analyzed that 10% of the respondents are

purchased, because of on time delivery, 35% of the respondents are purchased, because of service, 40% of the respondents are purchased, because of nearest, 15% of the respondents are purchased, because of availability.

From graph 6th it can be analyzed that 33% of the respondents are highly

satisfied, 48% of the respondents are satisfied, 9% of the respondents are dissatisfied, 5% of the respondents are highly dissatisfied, 5% of the respondents are on an average.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS From graph 7th it can be analyzed that 46% of the respondents are highly

satisfied, 29% of the respondents are satisfied, 16 % of the respondents are dissatisfied, 5% of the respondents are highly dissatisfied, 4% of the respondents are on an average. From graph 8th it can be analyzed that 67% of the respondents are highly

satisfied, 24% of the respondents are satisfied, 4% of the respondents are dissatisfied, 3% of the respondents are highly dissatisfied, 2% of the respondents are on an average. From graph 9th it can be analyzed that 38% of the respondents are highly

satisfied, 47% of the respondents are satisfied, 9% of the respondents are dissatisfied, 3% of the respondents are highly dissatisfied, 3% of the respondents are on an average. From graph 10th it can analyze that 44% of the respondents are highly

satisfied, 45% of the respondents are satisfied, 7% of the respondents are dissatisfied, 2% of the respondents are highly dissatisfied, 2% of the respondents are on an average.

From the graph 11th it can be analyzed that 30 %of the respondents are

highly satisfied, 60% of the respondents are satisfied, and 10% of the respondents are dissatisfied. From the 12th graph it can be analyzed that 80% of the respondents are

highly satisfied, 20 % of the respondents are satisfied.

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS . From the 13th graph it can be analyzed that 85 % of the respondents

recommended their friends relatives to purchase a car in Bijjaragi motors, 15% of the respondents do not recommend their friend relative to purchase car in Bijjaragi motors.

SUGGESTIONS

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS According the research I suggest bijjargi motors that they need to deliver the vehicles at promised time as well as in time for the first time purchase or by the time of taking service after purchase by which it can attract more customer by referral of satisfied customer of bijjargi motors And I also suggest the bijjargi motors to increase basic facilities in the showroom.

CONCLUSION

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS To conclude, most of the respondents are very much satisfied with the service provided by the bijjaragi motors. Looking into the long term perspective it is very best sign for the company. By measuring respondents satisfaction level it will bring out positive benefit to bijjaragi motors, sale person and customers. Respondents satisfaction boosts more sales and faithful customer to the bijjaragi motors; it will also help to the bijjaragi motors to introduce more and more promotional activities, good margin and better service. And also customer perception towards to bijjaragi motors is very much helpful in the selling of products more with the help of store loyalty, as many of the customers are loyal with the Bijjargi motors

QUESTONNARIES
Dear sir/madam, Name: _________________________________________ Occupation: ____________________________________

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS Mobile: ________________________________________ Address: _______________________________________ ______________________________________ ______________________________________ 1) Do you have own TATA Motors car? a) Yes b) No

2) Which motor car you have? a) Tata Indica c) Tata Sumo b) Tata Indigo d) Tata Safari

3) Since how long you are using this car(year) a) 0-2 c) 4-6 b) 2-4

d) more than 6

4) Where did you purchase tata motor car? a) Bijjaragi Motors c) Bhagyodaya motors b) Manikbag Motors d) sterling motors

5) Why did you purchase in that show room? a) On time delivery c) Nearest b) Service d) Availability

6) How do you rate the dealership facility in Bijjaragi motors? a) Highly satisfied b) Satisfied

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS c) Dissatisfied e) Average 7) How do you rate the fairness of your deal in Bijjaragi Motors? a) Highly satisfied c) Dissatisfied e) Average 8) How do you rate your experience of the sales person of Bijjaragi motors? a) Highly satisfied c) Dissatisfied e) Average 9) How do you rate the financial process in Bijjaragi motors? a) Highly satisfied c) Dissatisfied e) Average 10) How do you rate the purchase process in Bijjaragi motors? a) Highly satisfied c) Dissatisfied e) Average 11) How do you rate the delivery timing in Bijjaragi motors? a) Highly satisfied c) Dissatisfied b) Satisfied d) Highly dissatisfied b) Satisfied d) Highly dissatisfied b) Satisfied d) Highly dissatisfied b) Satisfied d) Highly dissatisfied b) Satisfied d) Highly dissatisfied d) Highly dissatisfied

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS e) Average 12) Are you satisfied with overall performance of Bijjaragi motors? a) Highly satisfied c) Dissatisfied e) Average b) Satisfied d) Highly dissatisfied

13) Do you recommend your friend & relative to purchase motor car in Bijjaragi motors? a) If yes, Why___________________________________ b) If no, Why____________________________________

14) Any suggestion _____________________________________ _____________________________________ _____________________________________ _____________________________________

BIBILIOGRAPHY
Reference Book:
Marketing Research by Parasuraman Marketing Research by Tull and Hawkins

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Website:
www.google.com www.tatamotors.com

THANK YOU

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