TVS TWO WHEELER CUSTOMER

SATISFACTION SURVEY IN TIRUPATI

 OBJECTIVES:

• TO MEASURE THE TVS TWO WHEELER

CUSTOMER SATISFACTION LEVEL IN
TIRUPATI.
• TO IDENTIFY THE INFLUENCING FACTORS
REGARDING CUSTOMER SATISFACTION.
• TO REDESIGN THE MARKETING
STRATEGIES BASED ON THE STUDY, IF
REQUIRED.
TVS MOTOR COMPANY LTD:
 Tvs Motor Company Limited is a multinational motor
cycle company headquartered at Chennai,India.
 It was founded by T.V. Sundaram Iyengar in 1978.
 It produces Motorcycles,Scooters,Three-wheelers and
Spare parts.
 It is the third largest two wheeler manufacturer in India.
 Revenue(2017-18):15129 Cr Rupees
 Net income (2016): 328 Cr Rupess
 Total assets (2016): 4922 Cr Rupees
 HISTORY:

 Sundaram Clayton was formed in 1962 in collaboration with

Clayton Dewandre Holdings U.K.It produces breaks,exhausts
and various Automotive parts.
 They set up a new plant at Hosur in 1978 to manufacture
Mopeds.
 In 1980 TVS 50,India’s first two seater moped was released.
 Then in 1982 the company collaborated with Suzuki Ltd
resulted in a joint venture.Commercial production of motor
cycles began in 1984
 Tvs and Suzuki shared a 19 year long relationship producing
suzuki samurai,supra,shogun models.In 2001 company was
seperated and renamed as TVS Motor.
 MODELS:

Motorcycles:

Tvs apache Tvs sport

Tvs Victor
Tvs star city
 scooters

Tvs wego
Scooty pep

Tvs zest
Tvs jupiter
MOPED

TVS XL
 INDIAN TWO WHEELER MARKET
SHARE IN 2018:
BRAND NAME %MARKET SHARE
HERO MOTOR CORP INDIA PVT LTD 36.56%
TVS MOTORS INDIA PVT LTD 14.24%
HONDA MOTOR CYCLES & SCOOTERS 28.60%
INDIA PVT LTD
BAJAJ INDIA PVT LTD 9.5%
ROYAL ENFIELD MOTORS INDIA PVT LTD 4.7%
YAMAHA MOTORS INDIA PVT LTD 3.92%
OTHERS 2.5%
 Tvs sales Growth rate for the past 6 years

YEAR NO OF UNITS SOLD GROWTH RATE

2010-11 11768910
2011-12 13409150 13.93%
2012-13 13797185 2.89%
2013-14 14806778 7.30%
2014-15 15975561 7.90%
2015-16 16455851 3.00%
2016-17 17589738 6.80%
2107-18 20192672 14.70%
 RESEARCH METHODOLOGY:

• RESEARCH DESIGN: DESCRIPTIVE DESIGN

• DATA SOURCE:
• SECONDARY SOURCE: tvsmotor.com
• PRIMARY SOURCE: Through Questionnaire
• RESEARCH APPROACH: Through Survey
• RESEARCH INSTRUMENT: Questionnaire
• SAMPLING PLAN:
• SAMPLE SIZE – 97
• SAMPLE FRAME – TIRUPATI
• SAMPLE METHOD – CONVENIENCE SAMPLING
• CONTACT METHOD: PERSONAL INTERVIEW
• STATISTICAL TOOL: CHI SQUARE TEST
 CUSTOMER SATISFACTION:

• CUSTOMER SATISFACTION SURVEY IS A MEASURE OF

HOW PRODUCTS AND SERVICES SUPPLIED BY A COMPANY
MEET CUSTOMER EXPECTATION.
• IN GENERAL CUSTOMER RESPONSES ARE COLLECTED
AND USED TO ANALYZE WHETHER ANY CHANGES NEED
TO BE MADE TO INCREASE THE OVER ALL SATISFACTION
OF CUSTOMERS.
• CUSTOMER SATISFACTION IS DIRECTLY CONNECTED TO
CUSTOMER NEEDS.
 1)GENDER DISTRIBUTION:

PARTICU NO OF %
LARS RESPON
DENTS MALE
MALE 77 79.38% FEMALE

FEMALE 20 20.61%

INTERPRETATION: FROM THE ABOVE CHART, WE CAN CONCLUDE THAT 79.38%

OF THE RESPONDENTS ARE MALE AND 20.61% OF THE RESPONDENTS ARE FEMALE.
 2)AGE DISTRIBUTION:
18-25 26-35 36-45 >45

AGE NO.OF PERCEN

RESPON TAGE
12% 22%
DENTS
18-25 22 22.68 %
28%
26-35 32 32.98%
33%
36-45 27 27.83%
>45 16 16.49%
TOTAL 97 100%

INTERPRETATION:FROM THE ABOVE CHART WE CONCLUDE THAT 22.68% OF RESPONDENTS

ARE OF AGE 18-25, WHILE 32.98% ARE OF AGE 26-35, 27.83% ARE OF AGE 36-45 AND 16.49%
ARE OF AGE >45 YEARS
 3) TVS VEHICLE USAGE

Sales

NO. OF NO.OF %
YEARS RESPONDE 46.39% 25.77%
NTS < 1 YEAR
1-2 YEARS
< 1 YEAR 25 25.77% 27.83% > 2 YEARS
1-2 YEARS 27 27.83%
>2 YEARS 45 46.39%

INTERPRETATION: FROM THE ABOVE TABLE IT IS CLEAR THAT 25.77% ARE USING TVS TWO
WHEELER VEHICLE FOR <1YEAR WHILE 27.83% ARE USING THEM FOR1-2 YEARS AND 46.39%
ARE USING FOR MORE THAN 2 YEARS.
 4)CATEGORY OF THE VEHICLE

CATEGORY NO OF %
RESPONDENTS 55.67%
44.33%
SCOOTERS 43 44.33%
BIKES 54 55.67%

Scooters Bikes

INTERPRETATION: FROM THE ABOVE TABLE 44.33% OF THE RESPONDENTS ARE USING SCOOTER
WHILE 55.67% OF THE RESPONDENTS ARE USING BIKES.
 5)ENGINE CAPACITY PREFERENCE

100-125
CAPACITY NO OF % c.c
RESPONDENTS
126-150
100-125 C.C 25 25.77% c.c
151-200
126-150 C.C 23 23.71% c.c
151-200 C.C 26 26.80% 200+ c.c

200+ C.C 23 23.71%

INTERPRETATION: FROM THE ABOVE TABLE 25% OF RESPONDENTS PREFER 100-125 C.C
WHILE 24% PREFER 126-150 C.C, 26% PREFER 151-200 C.C AND 23% PREFER 200+CC ENGINES
 6)FEATURE PREFERENCE

Mileage
FEATURE NO OF %
RESPONDEN
TS Comfort
MILEAGE 36 37.11%
Design
COMFORT 20 20.61%
DESIGN 16 16.49% Affordabilit
AFFORDABILI 25 25.77% y
TY

INTERPRETATION: FROM THE ABOVE CHART 37% OF THE RESPONDENTS PREFER MILEAGE.
 7)PRICE RANGE

<70,000
PRICE NO OF %
RESPONDE
NTS 70,000-
1,00,000
<70,000 36 37.11%
1,00,000-
70-1,00,000 22 22.68% 2,00,000
Above
1-2,00,000 16 16.49% 2,00,000
>2,00,000 23 23.71%

INTERPRETATION: FROM THE ABOVE CHART MOST OF THE RESPONDENTS PREFER A PRICE
RANGE OF <70,000.
 8)MODEL PEFERENCE

MODEL NO OF %
RESPONDEN FZ
TS R15
APACHE 39 40.20% Fascino
SCOOTY PEP 20 20.61% Alpha
TVS SPORT 19 19.59%
STAR CITY 21 21.65%

INTERPRETATION: FROM THE ABOVE CHART MOST OF THE RESPONDENTS PREFER APACHE
VEHICLE
 9)COLOUR PREFERENCE

COLOUR NO OF %
RESPONDEN
TS Blue
RED 27 27.83% Red
Black
BLACK 34 35.05%
Green
GREEN 21 21.65%

BLUE 15 15.46%

INTERPRETATION: FROM THE ABOVE CHART MOST OF THE RESPONDENTS PREFER BLACK
COLOUR
 10)COMPARED TO OTHER VEHICLES

PARTICULAR NO OF %
RESPONDEN
Very Good
TS
Good
VERY GOOD 26 26.80%
Bad
GOOD 37 38.14% Very Bad

BAD 19 19.59%

VERY BAD 15 15.46%

INTERPRETATION: FROM THE ABOVE CHART MOST OF THE RESPONDENTS FEEL

GOOD ABOUT TVS TWO WHEELER WHEN COMPARED TO OTHER VEHICLES.
 11)BODY STYLE

PARTICULAR NO OF %
RESPONDEN Very Good
TS
Good
VERY GOOD 24 24.74%
Bad
Very Bad
GOOD 30 30.93%

BAD 24 24.74%

VERY BAD 19 19.59%

INTERPRETATION: FROM THE ABOVE CHART 30.93% OF THER RESPONDENTS FEEL GOOD ABOUT
THE BODY STYLE OF TVS TWO WHEELERS.
 12)PICKUP SATISFACTION

PARTICULAR NO OF % Highly
RESPONDENTS Satisfied
Satisfied
HIGHLY 33 34.02%
SATISFIED Averagely
SATISFIED 17 17.52% Satisfied
Very
AVERAGELY 25 25.77% unsatisfied
SATISFIED

VERY 22 22.68%
UNSATISFIED
INTERPRETATION: FROM THE ABOVE CHART 34% OF CUSTOMERS ARE HIGHLY SATISFIED ABOUT
THE PICKUP PERFORMANCE OF TVS TWO WHEELER VEHICLE.
 13)TOP SPEED EXPERIENCED

TOP SPEED NO OF % <60 Kmph

RESPONDENTS
<60 KMPH 36 37.11% 61-80
Kmph
61-80 KMPH 23 23.71% 81-100
Kmph
100+ Kmph
81-100 KMPH 24 24.74%

100+ KMPH 16 16.49%

INTERPRETATION: FROM THE ABOVE CHART OVER 38% OF THE RESPONDENTS HAVE NOTICE A
SPEED OF <60 KMPH.
 14)QUALITY OF THE ENGINE

PARTICULAR NO OF %
RESPONDENTS Excellent
Good
EXCELLENT 34 35.05%
Average
GOOD 23 23.71% Poor

AVERAGE 24 24.74%

POOR 16 16.50%

INTERPRETATION: FROM THE ABOVE CHART 35% OF THE RESPONDENTS FEEL EXCELLENT
ABOUT THE QUALITY OF THE ENGINE.
 15)BRAKING SYSTEM SATISFACTION

PARTICULAR NO OF %
RESONDENTS
EXCELLENT 26 26.80% Excellent
Good
GOOD 22 22.68% Average
Poor
AVERAGE 34 35.05%

POOR 15 15.46%

INTERPRETATION: FROM THE ABOVE CHART 35% OF THE RESPONDENTS FEEL THAT THE
BREAKING SYSTEM IS AVERAGE.
 16)FACTORS INFLUENCING TO CHOOSE
‘TVS’ TWO WHEELER

Availability
FACTORS NO OF %
RESPONDENTS Cost
effective
AVAILABILITY 22 22.68% Mileage

COST 34 35.05%
Serviceabili
EFFECTIVE
ty
MILEAGE 13 13.40%

SERVICABILITY 28 28.87%

INTERPRETATION: FROM THE ABOVE CHART 35% OF THE RESPONDENTS ARE INFLUENCED BY
COST EFFECTIVENESS.
 17)SPARE PARTS AVAILABILITY

AVAILABILITY NO OF %
RESPONDENTS Very Easy
Easy
VERY EASILY 35 36.08%
Adequate
Hardly
EASILY 42 43.30%

ADEQUATELY 22 22.68%

HARDLY 08 08.24%

INTERPRETATION: FROM THE ABOVE CHART 44% OF THE CUSTOMERS FELT THAT SPARE PARTS
FOR TVS TWO WHEELERS ARE EASILY AVAILABLE.
 18)AFTER SALES SERVICE REVIEW

PARTICULAR NO OF % Highly
RESPONDENTS Satisfied
HIGHLY 13 13.40% Satisfied
SATISFIED
SATISFIED 20 20.62% Averagely
Satisfied
AVERAGELY 41 42.27% Poorly
SATISFIED Satisfied
POORLY 23 23.71%
SATISFIED

INTERPRETATION: FROM THE ABOVE CHART 42% OF THE RESPONDENTS ARE AVERAGELY
SATISFIED WITH AFTER SALES SERVICES.
 19)MILEAGE OBTAINED

MILEAGE

KMPL NO OF % <40
RESPONDENTS
40-50
<40 14 14.43% 50-60
>60
40-50 15 15.46%

50-60 42 43.30%

>60 28 28.86%

INTERPRETATION: FROM THE ABOVE CHART 43% OF THE RESPONDENTS HAVE FOUND THE
MILEAGE OBTAINED IS IN BETWEEN 41-50KMPL.
 20)’TVS’ SERVICE STATION AVAILABILITY

SERVICE

AVAILABILITY NO OF % Easily
RESPONDENTS Available
Fairly
EASILY 26 26.80%
Available
Rarely
FAIRLY 39 40.21%
Available

RARELY 31 31.96%

HARDLY 11 11.34%

INTERPRETATION: FROM THE ABOVE CHART 40% OF THE RESPONDENTS FEEL THAT YAMAHA
SERVICE STATIONS ARE FAIRLY AVAILABLE.
 21)WARRANTY POLICY SATISFACTION

WARRANTY SATISFACTION

PARTICULAR NO OF % Highly
RESPONDENTS Satisfied
Satisfied
HIGHLY 20 20.62%
SATISFIED
Averagely
SATISFIED 35 36.08%
AVERAGELY 21 21.65% Poorly
SATISFIED

POORLY 21 21.65%
SATISFIED

INTERPRETATION: FROM THE ABOVE CHART 36% OF THE RESPONDENTS FELT THE
WARRANTY POLICY WAS SATISFACTORY.
 22) SATISFACTION WITH ‘TVS’TWO WHEELER

OVERALL SATISFACTION
Highly Satisfied Satisfied
Averagely Satisfied Poorly Satisfied
PARTICULAR NO OF %
RESPONDEN
TS 17%
HIGHLY 37 38.14% 38%
SATISFIED
24%
SATISFIED 21 21.65%
21%
AVERAGELY 22 22.68%
SATISFIED
POORLY 17 17.52%
SATISFIED

INTERPRETATION: FROM THE ABOVE CHART 38% OF THE RESPONDENTS ARE HIGHLY
SATISFIED WITH TVS TWO WHEELER VEHICLE.
 CHI SQUARE ANALYSIS:
• Ho: The Satisfaction level of Customer is independent
of age group.

AGE/SATISFA HIGHLY SATISFIED AVERAGELY POORLY ROW TOTAL

CTION SATISFIED SATISFIED SATISFIED
18-25 6 12 6 5 29

26-35 5 9 6 5 25

36-45 5 8 6 5 24

>45 6 5 6 5 21

COLUMN 22 34 23 20 97
TOTAL
O E O-E (O-E)^2 (O-E)^2/E
6 6.44 -0.44 0.1936 0.0300
5 5.55 -0.55 0.3025 0.0545
5 5.33 -0.33 0.1089 0.0204
6 4.66 -0.66 0.4356 0.0936
12 9.95 -0.95 0.9025 0.0907
9 8.58 -0.58 0.1674 0.0195
8 8.24 -0.24 0.0576 0.0069
5 4.66 -0.66 0.4356 0.0934
6 6.73 -0.73 0.5329 0.0791
6 5.80 -0.80 0.6400 0.1103
6 5.57 -0.57 0.1849 0.0331
5 4.87 -0.87 0.0169 0.0034
5 5.85 -0.85 0.7225 0.1235
5 5.05 -0.05 0.0025 0.0004
5 5.57 -0.57 0.3249 0.0583
5 4.24 -0.24 0.5776 0.1362
TOTAL=
1.1288
• CALCULATED CHI SQUARE VALUE = 1.1288
DEGREES OF FREEDOM = (r-1)(c-1)
= (4-1)(4-1)
= (3)(3)
=9
• INFERECE:
The calculated CHI-SQUARE value(1.1288) is less than the
critical value (16.92) at 5% level of significance and at 9
degrees of freedom.
So, we accept the null hypothesis.
Hence we conclude that satisfaction levels of customers is
independent of age group.
SUGGESTIONS:

• Spare parts prices should be decreased

• Increase the quality of customer services.
• Provide offers to attract customers and increase market
share.
CONCLUSION:

• From my survey I came to know that most of

the ‘TVS’ two wheeler customers are of all age
groups.
• Most of the customers are satisfied with the
‘TVS’ two wheelers.
• Most of my respondents chose APACHE
model.
THANK YOU