Customer Satisfaction Towards TATA Motors

Manickbag Automobiles, Pvt, Ltd, Hubli
Executive summary
Manickbag Group was founded in 1920 by 2 families, Dharmappa Mirji and Manickchand
Shah. The name Manickbag was adopted because it was started on a land, which was donated
by one Mr. .Manickchand P. Zaveri of Bombay to Jain boarding and it, was full of bamboo
jungle and hence the area was known as Manickbag. The automobile industry today is the
most productive industry. Due to the increase in income in both rural and urban sector and
easy finance being provided by all the financial institutes, the passenger car sales
have increasing day by day and other cars like Porsche, Bentley, Audi and BMW all are in
Indian markets to achieve market share. One factor that could help the companies in their
marketing of their product is by knowing and creating a personality for their brands. The
reports shall attempt to answer some of the questions regarding cars in India the market in
India is growing very fast with many luxurious cars coming from national and international
manufacturers.. Hence, it has become very essential for all players to come up with
innovative and attractive cars to capture the attention and attract the customers. The survey is
on customer satisfaction about sales activities at Manickbag automobiles, Hubli .The
Company will also come to know how customer is satisfied with the information/services
given by the salespeople at Manickbag automobiles, Hubli through structured i felt this
during my interaction with respondents.
Title of the study:

A study on customer satisfaction after sales activities at Manickbag automobiles, Pvt, Ltd,
Hubli .
Objectives of the study:

1. To know customer satisfaction level about various sales activities at Manickbag
automobiles, Pvt, Ltd , Hubli.
2. To ascertain the customers opinion about the qualities of salespeople at Manickbag
automobiles.
3. To indentify the areas for improvement in sales activities at Manickbag automobiles.
4. To suggest actions to be taken by Manickbag automobiles ,to improve customer
satisfaction
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Research Methodology:
1. Type of research: Descriptive research.
2. Sample population: customers of Manickbag automobiles, Pvt, Ltd, from Hubli &
3.
4.
5.
6.
Dharwad.
Sampling method: Non probability convenience sampling (provided by company).
Sample size: 100 nos.customer.
Research Instrument: Questionnaire.
Data collection: Primary data from customers & secondary data from company
records.
7. Data analysis: By using Ms Excel.
Findings:
1. Out of 100 respondents contacted 86% are satisfied with the salespeople on response to
their enquiry of car at Manickbag Automobiles in Hubli and Dharwad.
2. 80% of the respondents are satisfied with the salespeople about providing of the product
information to them.
3. 88% of the respondents said the response of Manickbag salespeople to queries/doubts
about product and services is good.
4. 80% of the customers find the convincing ability of Manickbag salespeople to be good,
14% of the customers said neither good or bad and 6% of the customers said bad.
5. 32% of the customers are highly satisfied with the speed of completing sales process,
47% of the customers are satisfied, 9%of the customers are neutral, 10% of the customers
are dissatisfied and 2% of the customers are highly dissatisfied.
6. 93% of the customers were offered test drive of the vehicles before purchase and 7 % of
the customers said they did not get offer of test drive.
7. 46% of the respondents are highly satisfied with communication skills of salespeople,
38% are satisfied, and 16% of the respondents are neutral with the communication skills
of the sales person.
8. 70% of the correspondents are highly satisfied and 30% of the correspondents are
satisfied with the sales person regarding knowledge of the product.
9. Regarding salespeoples concern for the customer, 46% of the respondents are highly
satisfied, 33% are satisfied, 16% are neutral and 5% are dissatisfied.
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10. 64% of the respondents are highly satisfied, 32% satisfied and 4% are neutral about
salespeoples eagerness to help them.
11. Regarding prompt attention 45% of the respondents are highly satisfied, 34% of the
respondents are satisfied, 17% of the respondents are neutral and 4% of the respondents
are dissatisfied with the salespeople.
12. 54% of the respondents are highly satisfied, 32% are satisfied and 14% of the respondents
are neutral with the pleasant manners of the salespeople at Manickbag automobiles.
13. 45% the respondents are highly satisfied and 55% of the respondents are satisfied with the
salespeople with respect to their patience to handle quires from customers.
14. 37% the respondents are highly satisfied and 63% of the respondents are satisfied with the
salespeoples nature of being friendly with them.
15. 96% of respondents said Yes for the sales person explained the maintenance precautions
and 4% of the respondents said No indicating they did not explain the maintenance
precautions.
16. Regarding satisfaction about maintenance information sharing by salespeople, 34% of the
respondents are highly satisfied, 47% are satisfied, 12% are neutral, 2% highly
dissatisfied and 5% of the respondents are dissatisfied with the salespeople.
17. Regarding response of salespeople to customers when they approached them after sales,
33% of the customers said very good, 46% said good, 13% of the customers are neutral
and 8 % of the customers said bad.
18. Regarding overall rating of customers for the services provided by Manickbag
Automobiles salespeople, 37% respondents feel very good, 48% feel good , 12% feel
neutral and 3% feel bad.
Suggestions:
1. 19% of the customers are satisfied about time taken to complete the sales process by
the company respondents mentioned 2-3 hours time I taken in accounts department.
To complelete the billing process o be informed to expedite the billing process so that
the sales process can complete within an hour.
2. The company should inform salespeople to provide proper maintaince information
since 19% are dissatisfied salespeople should be provided with regular training about
the car maintaince so that they can give correct information to the customers.
3. The company should inform salespeople to attend customers for their queries even
after sales this will build good customer relationship and customer loyalty.
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Limitations:
1. The survey is limited to only Hubli & Dharwad city.
2. The study will be reflecting the response given by samples to questions in the
questionnaire and it is assumed they are truthful.
Conclusion:
I conclude that the Manickbag automobiles, Pvt, Ltd, Hubli should give more importance to
all the customers. At present, the demand for Tata Motors car is good compared to
competitors products & their distribution network is good & they are providing good
services to customers, I felt this during my interaction with respondents
Indian Automobile Industry

The Indian Automobile Industry is manufacturing over 11 million vehicles and exporting
about 1.5 million every year the dominant products of the industry are two wheelers with a
market share of over 75% and passenger cars with a market share of about 16%. Commercial
vehicles and three wheelers share about 9% of the market between them. About 91% of the
vehicles sold are used by households and only about 9% for commercial purposes. The
industry has attained a turnover of more than USD 35 billion and provides direct and indirect
employment to over 13 million people the supply chain of this industry in India is very
similar to the supply chain of the automotive industry in Europe and America. This may
present its own set of opportunities and threats. The order of the industry arises from the
bottom of the supply chain i. e., from the consumers and goes through the automakers and
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climbs up until the third tier suppliers. However the products, as channeled in every
traditional automotive industry, flow from the top of the supply chain to reach the consumers.
Interestingly, the level of trade exports in this sector in India has been medium and imports
have been low. However, this is rapidly changing and both exports and imports are
increasing. The demand determinants of the industry are factors like affordability, product
innovation, infrastructure and price of fuel. Also, the basis of competition in the sector is high
and increasing, and its life cycle stage is growth. With a rapidly growing middle class, all the
advantages of this sector in India are yet to be leveraged. Note that, with a high cost of
developing production facilities, limited accessibility to new technology and soaring
competition, the barriers to enter the Indian Automotive sector are high. On the other hand,
India has a well-developed tax structure. The power to levy taxes and duties is distributed
among the three tiers of Government. The cost structure of the industry is fairly traditional,
but the profitability of motor vehicle manufacturers has been rising over the past five years.
Major players, like Tata Motors and Maruti Suzuki have material cost of about 80% but are
recording profits after tax of about 6% to 11%.The level of technology change in the Motor
vehicle Industry has been high but, the rate of change in technology has been medium.
Investment in the technology by the producers has been high. System-suppliers of integrated
components and sub-systems have become the order of the day. However, further investment
in new technologies will help the industry be more competitive. Over the past few years, the
industry has been volatile. Currently, Indias increasing per capita disposable income which is
expected to rise by 106% by 2015 and growth in exports is playing a major role in the rise
and competitiveness of the industry. Tata Motors is leading the commercial vehicle segment
with a market share of about 64%.Maruti Suzuki is leading the passenger vehicle segment
with a market share of 46% Hyundai Motor India and Mahindra and Mahindra are focusing
expanding their footprint in the overseas market. Hero Honda Motors is occupying over 41%
and sharing 26% of the two wheeler market in India with Bajaj Auto. Bajaj Auto in itself is
occupying about 58% of the three wheeler market. Consumers are very important of the
survival of the Motor Vehicle manufacturing industry. In 2008-09, customer sentiment
dropped, which burned on the augmentation in demand of cars. Steel is the major input used
by manufacturers and the rise in price of steel is putting a cost pressure on manufacturers and
cost is getting transferred to the end consumer. The price of oil and petrol affect the driving
habits of consumers and the type of car they buy. The key to success in the industry is to
improve labor productivity, labor flexibility, and capital efficiency. Having quality manpower,
infrastructure improvements, and raw material availability also play a major role. Access to
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latest and most efficient technology and techniques will bring competitive advantage to the
major players. Utilizing manufacturing plants to optimum level and understanding
implications from the government policies are the essentials in the Automotive Industry of
India. Both, Industry and Indian Government are obligated to intervene the Indian
Automotive industry. The Indian government should facilitate infrastructure creation, create
favorable and predictable business environment, attract investment and promote research and
development. The role of Industry will primarily be in designing and manufacturing products
of world-class quality establishing cost competitiveness and improving productivity in labor
and in capital. With a combined effort, the Indian Automotive industry will emerge as the
destination of choice in the world for design and manufacturing of automobiles.
Products and Services
The primary activities of this industry are: Motor cars manufacturing Motor vehicle engine
manufacturing. The major products and services in this industry are: Passenger motor vehicle
manufacturing segment (Passenger Cars, Utility Vehicles & Multi Purpose Vehicles)
Commercial Vehicles (Medium & Heavy and Light Commercial Vehicles) Two Wheelers
Three Wheelers.
Supply Chain of Automobile Industry

The supply chain of automotive industry in India is very similar to the supply chain of the
automotive industry in Europe and America. The orders of the industry arise from the bottom
of the supply chain i. e., from the consumers and go through the automakers and climbs up
until the third tier suppliers. However the products, as channeled in every traditional
automotive industry, flow from the top of the supply chain to reach the consumers.
Automakers in India are the key to the supply chain and are responsible for the products and
Automakers/Vehicle Manufacturers/Original Equipment Manufacturers (OEMs): After
researching consumers wants and needs, automakers begin designing models which are
tailored to consumers demands. The design process normally takes five years. These
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companies have manufacturing units where engines are manufactured and parts supplied by
first tier suppliers and second tier suppliers are assembled. Automakers are the key to the
supply chain of the automotive industry. Examples of these companies are Motors, Maruti,
Toyota, and Honda. Innovation, design capability and branding are the main focus of these
companies.
Dealers: Once the vehicles are ready they are shipped to the regional branch and from there,
to the authorized dealers of the companies. The dealers then sell the vehicles to the end
customers.
Parts and Accessory: These companies provide products like tires, windshields, and air bags
etc. to automakers and dealers or directly to customers.
Service Providers: Some of the services to the customers include servicing of vehicles,
repairing parts, or financing of vehicles. Many dealers provide these services but, customers
can also choose to go to independent service providers
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COMPANY PROFILE
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Tata Company Profile:
Tata Motors Limited is Indias largest automobile company, with consolidated revenues of
Rs.1, 23,133 crores (USD 27 billion) in 2010-11. It is the leader in commercial vehicles in
each segment, and among the top three in passenger vehicles with winning products in the
compact, midsize car and utility vehicle segments. The Company is the world's fourth largest
truck manufacturer, and the world's third largest bus manufacturer. The Company's over
25,000 employees are guided by the vision to be "best in the manner in which we operate,
best in the products we deliver, and best in our value system and ethics."Established in 1945,
Tata Motors' presence indeed cuts across the length and breadth of India. Over 5.9 million
Tata vehicles ply on Indian roads, since the first rolled out in 1954. The Company's
manufacturing base in India is spread across Jamshedpur (Jharkhand), Pune (Maharashtra),
Lucknow (Uttar Pradesh), Pantnagar Uttarakhand), Sanand (Gujarat) and Dharwad
(Karnataka). Following a strategic alliance with Fiat in 2005, it has set up an industrial joint
venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and
Tata cars and Fiat powertrains. The Company's dealership, sales, services and spare parts
network comprises over 3500 touch points; Tata Motors also distributes and markets Fiat
branded cars in India.Tata Motors, the first Company from India's engineering sector to be
listed in the New York Stock Exchange (September 2004), has also emerged as an
international automobile company. Through subsidiaries and associate companies, Tata
Motors has operations in the UK, South Korea, Thailand and Spain. Among them is Jaguar
Land Rover, a business comprising the two iconic British brands that was acquired in 2008.
In 2004, it acquired the Daewoo Commercial Vehicles Company, South Korea's second
largest truck maker. The rechristened Tata Daewoo Commercial Vehicles Company has
launched several new products in the Korean market, while also exporting these products to
several international markets. Today two-thirds of heavy commercial vehicle exports out of
South Korea are from Tata Daewoo. In 2005, Tata Motors acquired a 21% stake in Hispano
Carrocera, a reputed Spanish bus and coach manufacturer, and subsequently the remaining
stake in 2009. Hispano's presence is being expanded in other markets. In 2006, Tata Motors
formed a joint venture with the Brazil-based Marcopolo, a global leader in body-building for
buses and coaches to manufacture fully-built buses and coaches for India and select
international markets. In 2006, Tata Motors entered into joint venture with Thonburi
Automotive Assembly Plant Company of Thailand to manufacture and market the Company's
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pickup vehicles in Thailand. The new plant of Tata Motors (Thailand) has begun production
of the Xenon pickup truck, with the Xenon having been launched in Thailand in 2008. Tata
Motors is also expanding its international footprint, established through exports since 1961.
The Company's commercial and passenger vehicles are already being marketed in several
countries in Europe, Africa, the Middle East, South East Asia, South Asia and South America.
It has franchisee/joint venture assembly operations in Kenya, Bangladesh, Ukraine, Russia,
Senegal and South Africa. The foundation of the Company's growth over the last 50 years is a
deep understanding of economic stimuli and customer needs, and the ability to translate them
into customer-desired offerings through leading edge R&D. With over 4,500 engineers and
scientists, the Company's Engineering Research Centre, established in 1966, has enabled
pioneering technologies and products. The Company today has R&D centres in Pune,
Jamshedpur, Lucknow, Dharwad in India, and in South Korea, Spain, and the UK. It was Tata
Motors, which developed the first indigenously developed Light Commercial Vehicle, India's
first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully indigenous
passenger car. Within two years of launch, Tata Indica became India's largest selling car in its
segment. In 2005, Tata Motors created a new segment by launching the Tata Ace, India's first
indigenously developed mini-truck.
In January 2008, Tata Motors unveiled its People's Car, the Tata Nano, which India and the
world have been looking forward to. The Tata Nano has been subsequently launched, as
planned, in India in March 2009. A development, which signifies a first for the global
automobile industry, the Nano brings the comfort and safety of a car within the reach of
thousands of families. The standard version has been priced at Rs.100,000 (excluding VAT
and transportation cost).Designed with a family in mind, it has a roomy passenger
compartment with generous leg space and head room. It can comfortably seat four persons.
Its mono-volume design will set a new benchmark among small cars. Its safety performance
exceeds regulatory requirements in India. Its tailpipe emission performance too exceeds
regulatory requirements. In terms of overall pollutants, it has a lower pollution level than
two-wheelers being manufactured in India today. The lean design strategy has helped
minimize weight, which helps maximize performance per unit of energy consumed and
delivers high fuel efficiency. The high fuel efficiency also ensures that the car has low carbon
dioxide emissions, thereby providing the twin benefits of an affordable transportation
solution with a low carbon footprint. In May 2009, Tata Motors introduced ushered in a new
era in the Indian automobile industry, in keeping with its pioneering tradition, by unveiling its
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new range of world standard trucks called Prima. In their power, speed, carrying capacity,
operating economy and trims, they will introduce new benchmarks in India and match the
best in the world in performance at a lower life-cycle cost. Tata Motors is equally focused on
environment-friendly technologies in emissions and alternative fuels. It has developed
electric and hybrid vehicles both for personal and public transportation. It has also been
implementing several environment-friendly technologies in manufacturing processes,
significantly enhancing resource conservation. Through its subsidiaries, the Company is
engaged in engineering and automotive solutions, construction equipment manufacturing,
automotive vehicle components manufacturing and supply chain activities, machine tools and
factory automation solutions, high-precision tooling and plastic and electronic components
for automotive and computer applications, and automotive retailing and service operations.
Tata Motors is committed to improving the quality of life of communities by working on four
thrust areas employability, education, health and environment. The activities touch the lives
of more than a million citizens. The Company's support on education and employability is
focused on youth and women. They range from schools to technical education institutes to
actual facilitation of income generation. In health, our intervention is in both preventive and
curative healthcare. The goal of environment protection is achieved through tree plantation,
conserving water and creating new water bodies and, last but not the least, by introducing
appropriate technologies in our vehicles and operations for constantly enhancing environment
care. With the foundation of its rich heritage, Tata Motors today is etching a refulgent future.
Values and purpose

Purpose:
At the Tata group we are committed to improving the quality of life of the communities we
serve. We do this by striving for leadership and global competitiveness in the business sectors
in which we operate.
Our practice of returning to society what we earn evokes trust among consumers, employees,
shareholders and the community. We are committed to protecting this heritage of leadership
with trust through the manner in which we conduct our business.
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CoreValues:
Tata has always been values-driven. These values continue to direct the growth and business
of Tata companies. The five core Tata values underpinning the way we do business are:
Integrity: We must conduct our business fairly, with honesty and transparency.
Everything we do must stand the test of public scrutiny.
Understanding: We must be caring, show respect, compassion and humanity for our
colleagues and customers around the world, and always work for the benefit of the
communities we serve.
Excellence: We must constantly strive to achieve the highest possible standards in our
day-to-day work and in the quality of the goods and services we provide.
Unity: We must work cohesively with our colleagues across the group and with our
customers and partners around the world, building strong relationships based on
tolerance, understanding and mutual cooperation.

Responsibility: We must continue to be responsible, sensitive to the countries,
communities and environments in which we work, always ensuring that what comes from
the people goes back to the people many times over.
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Manufacturing Units:
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 evolution-design, development, manufacturing, assembly and quality control, is carried out
meticulously. Our manufacturing plants are situated at Jamshedpur in the East, Pune and Sanand in the West and
Lucknow Pantnagar in the North and Dharwad in the South.
Jamshedpur (Jharkhand ) :
ed in 1945, the Jamshedpur unit was the Company's first unit and is spread over an area of 822 acres. It consists of four
isions - Truck Factory, Engine Factory, Cab& Cowl Factories. The divestments in March 2000 hived off the Axle and
ants into independent subsidiaries viz. HVAL & HVTL, respectively.

The Truck Division boasts of two assembly lines. The main assembly line, measuring 180 m in length has 20
work stations with a vehicle rolling out every 8 minutes. The other line is dedicated to special purpose vehicles
and for meeting the requirements of the Indian Army. The uniqueness of the Factory lies in its possession of
dvanced facilities for manufacturing long members comprising of a set-up of 5000 Tones Hydraulic press line, cut-to-
ngth line for strip preparation purchased from M/s Kohler of Germany and a Camber Correction line.
acility for hot forming of axle halves with a 3000 tone press and heating furnace.
exibility in manufacturing frames with an off line Proto-typing facility.

The Cab & Cowl Factory is equipped with state-of-art facilities like Centralized Paint Shop and Automated
painting set up, Robot painting, BIW Fabrication of day & sleeper cabs for trucks, Articulates (Tractor/ Trailer),
BIW Fabrication of Cowls for buses, and other miscellaneous applications.
The fully equipped Foundry, that the unit is supported by, supplies high-grade SG Iron castings for automobile
components and excavators, and is rated as one of the cleaner, better and highly automated foundries in the
world. It has an annual capacity of 42,000 MT of Good castings and makes, both, Gey and SG cast Iron casting.
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It manufactures all critical automobile castings e.g. Cylinder Block, Cylinder Head etc. It has a sophisticated
Kunkel Wagner High Pressure Moulding line of a rated production capacity of 90 moulds/ hour. This is supported
by a sand cooler and sand mixer from Kunkel Wagner. Its melting shop has Medium Frequency Induction
Furnaces for melting and Channel Furnaces for holding. The pouring is done by a Channel Press Pour coupled
with a Steam Inoculation Dispenser. The core shop has a state-of-the-art Cold Box Machine, making four cores
per minute. It has elaborated sand and metallurgical laboratories. In 1993 the foundry was ISO 9002 certified by
the Bureau Veritas Quality International, which was later followed by the more stringent QS 9000 certification
from the BVQI in the year 2000. Currently it is certified as TS: 16949 by BVC.
Pune (Maharashtra ) :
The Pune unit is spread over two geographical regions- Pimpri (800 acres) and Chinchwad (130 acres). It was
established in 1966 and has a Production Engineering Division, which has one of the most versatile tool making
facilities in the Indian sub-continent. It houses a Vehicle manufacturing complex which is one of the most
integrated automotive manufacturing centers in the Country producing a large variety of individual items and
aggregates. It is engaged in the design and manufacture of sophisticated press tools, jigs, fixtures, gauges, metal
pattern and special tools, as well as models for the development of new ranges of automobile products. Its
capabilities have enabled Tata Motors to introduce new products and improve existing ones without resorting to
imports of dies or fixtures.Over the years, this division has developed expertise in design and manufacture of
automated dies, fixtures and welding equipment. Its large design group is fully conversant with state-of-the-art
CAD facilities and manufacturing facilities comprising of light and heavy CNC machine shops, jigs boring room,
plastic template shop, wood pattern and model pattern shop, five axis precision machine tools and laser control
machines. To cope with such a diverse range, four assembly lines have been established, one each for MCVs and
HCVs, LCVs, Utility vehicles and one for Passenger Cars (Indica and Indigo).The Passenger Car Division in 'K'
block executes the entire process of car manufacture over five shops - the engine shop, the transmission shop,
press and body shops, paint shop and the trim and final assembly shop. The shops are fully automated ensuring
that there is minimal chance for error in the manufacturing processes.After the car is completely assembled, it
goes through several checks like wheel alignment, sideslip test, brake test, shower test, and a short test run before
it is ready for dispatch. All systems such as materials management, maintenance and other activities are
computerized, enabling smooth operations and minimum inventory needs.The Electronics Division is engaged in
the production of a wide variety of Machine Tool Controllers, PLCs, Test rig instrumentation, Servomotors,
Proximity Switches. In addition, it has developed a number of components such as flashers, horns, timers that are
used in Tata Motors' vehicles.Industry experts rate the fully automated Foundries at Chinchwad and Maval
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among the best, worldwide. The Iron Foundry at Chinchwad produced 37,000 Tons of high precision castings in
2006-07 while the Iron Foundry at Maval produced 14000 Tons of spheroidal Iron castings in 2006-07. These
include Cylinder Blocks, Cylinder Heads, Gear Box Housing, etc. To dispense with the need for outsourcing, an
Aluminum Foundry with an annual capacity of 3,300 tones has been established.
Lucknow (U.P ) :
Tata Motors Lucknow is one of the youngest production facilities among all the Tata Motors locations and was
established in 1992 to meet the demand for Commercial Vehicles in the Indian market. The state-of-the-art plant
is strongly backed by an Engineering Research Centre and Service set-up to support with latest technology and
cater to the complexities of automobile manufacturing. Fully Built Vehicle business, which is one of the fast
growing areas of our business, is also established in Lucknow.Our plant, rolls out commercial vehicles and is
specialized in the designing and manufacturing of a range of modern buses which includes Low-floor, Ultra Lowfloor, CNG & RE Buses. The Lucknow facility also specializes in manufacturing HCBS (High capacity Bus
System) buses.In light of Companys aggressive growth plans, we are currently in expansion phase and
production at Lucknow would grow many-fold in near future. The expansion shall be in the areas of painting,
welding, vehicle assembly & testing and utility services, driven by latest technology. To achieve these plans we
invite people who have good Technical Knowledge, seek Challenging Opportunities and have a Drive for
Engineering Excellence to come and partner us in our journey.
Pantnagar(Uttarakhand ) :
The Company has set up a plant for its mini-truck Ace and the passenger carrier Magic (based on the Ace
platform) at Pantnagar in Uttarakhand. The plant began commercial production in August 2007. This is the
company's fourth plant, after Jamshedpur (commercial vehicles), Pune (commercial vehicles and passenger
vehicles) and Lucknow (commercial vehicles). The plant is spread over 953 acres, of which 337 acres is occupied
by the vendor park.State-of-the-art facilities include weld shops, paint shops, engine and gear box shops and
assembly lines. The Company has invested over Rs.1000 crores in the plant. Vendors for the vehicle have made
additional investments to set up their plants in the vendor park adjoining the plant. The operation has generated
about 7500 direct and indirect jobs in the plant, among vendors and service providers in the area.
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Sanand (Ahmadabad) :
Tata Motors plant for the Tata Nano at Sanand, in Ahmadabad district of Gujarat, marks the culmination of the
Companys goal of making the Tata Nano available to hundreds of thousands of families, desirous of the car a
safe, affordable and environmental friendly mode of transport. The capacity of the plant, to begin with, will be
250,000 cars per year to be achieved in phases, and with some balancing is expandable up to 350,000 cars per
year. Provision for further capacity expansion has also been incorporated in this location.Built in a record time of
14 months starting November 2008, the integrated facility comprises Tata Motors own plant, spread over 725
acres, and an adjacent vendor park, spread over 375 acres, to house key component manufacturers for the Tata
Nano.In line with latest world-class manufacturing practices, the Tata Nano plant has been equipped with stateof-the-art equipment.
Dharwad (Karnataka ) :
Tata motors Dharwad plant located on the Pune and Bangalore national highway around 425 km from northwest
from Bangalore became operational on Founders day 3 rd march 2012. This is the latest green field project by
Tata motors being commissioned for production of TataAce zip. Dharwad plant in a record time rolled out 15,000
Ace Zips in first year of operation. in line with world class manufacturing practices Dharwad plant has installed
most advanced technology which includes robotics , automated line with automated guided vehicles and
ultramodern manufacturing system and practices. The plant has a high capacity paint shop which brings perfect
harmony between plant and conveyor equipment with RoDiptechnology .the Dharwad plant is spread across 400
Acres it has installed capacity of 90,000 capacity vehicles. Dharwad plant is one of the first plant in automobile
industry to obtain to have platinum rating by Indian Green Building Council and it also holds the ISO 14001
and ISO 50001 certification for environment management system and energy management system respectively .
the Dharwad plat has been awarded with State level Safety Award for development , implementation and
practicing sustainable culture in its location . the plant within short period of time has indulged itself in number of
initiates like green drives like Sampling/ plantation , rain water harvesting , Eco friendly process , use of wind
energy , Health and Education campaigns in surrounding communities ,innovative employee engagement and
communication activities.
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History of Manickbag Automobiles, Pvt, Ltd :
MANICKBAG AUTOMOBILES PVT. LTD is the authorized dealer
for the Tata
Motors. Dharmappa Mirji and Manickchand Shah founded Manickbag in the year 1920.
The name Manickbag was because, when it was started on a land which was donated by
Mr. Manickchand P. Zaveri of Mumbai to Jain Boarding and it was full of bamboo
jungle, so it was called as Manickbag. At the earlier stage, Manickbag Rice Mill was
started and then it was diversified to Manickbag Soap Factory. Due to some policy
matters it was closed and diversified to Groundnut Oil Mill. This group believed in
honesty and quality, so they were successful in producing the product. Simpsons was
leading manufacturer of diesel engines. Manickbag Engineers took the dealership of
Simpson engines in 1951 and in 1956 Micos dealership was taken. At the same time
Ashok Leyland sub dealership under Sundram Motors was taken in 1956 in the name of
Manickbag Automobiles. In the year 1965 separate firm as Manickbag Diesels was
started exclusively for Mico products and Manickbag garage and industries for machine
KLE S, IMSR, HUBLI
Pg 17

shop and Leyland service for repairs of Leyland Vehicles. In the 1980 a branch for Mico
of Manickbag Diesels was opened in Bijapur. In the year 1984 its first branch was
opened in Hubli. Further they opened branches In 1993 Manickbag Automobiles
branches were opened at Bijapur and Ankola in 1993. In 1999 Tata Motors passenger car
dealership was taken up & was awarded all India best SSI & CSI by our honorable
chairman Shri Ratan Tata in the very first year of operation In 2003 Manickbag
Automobiles was transformed into Manickbag Automobiles Pvt Ltd
DEALERS PROFILE:
Name of the company:Manickbag Automobiles Pvt.Ltd

Nature of the company: Private Limited Company
Managing Director:Sarang Shah
Board of Directors:ShashikantMirji
Ashok Mirji
BushanMirji
Shin Mirji
SanjotMirji
Ramesh Shah
Vijay Shah
Address: Manickbag Automobiles Pvt. Ltd
Vidyanagar, Hubli-580031
Number of Employees: More than 500 Employees
Competitors: RNS Motors, Bellad Motors, Shodha Toyota, Volkswagen, Mahindra &
Mahindra, Hyundai, Chevrolet.
BRANCHES
Hubli, Belgaum, Bijapur, Ankola, Gadag, Haveri.
KLE S, IMSR, HUBLI
Pg 18
KLE S, IMSR, HUBLI
Pg 19

ORGANIZATION STRUCTURE OF
MANICKBAG AUTOMOBILES
DIRECTORS
Sales
SPARES
Service
Manager
Manager
Asst Sales
Manager
Showroom
In charge
Sales
Service
Manager
Works & Spares

Manager
P D I In
charge
ASM
Store
Keeper
Customer
Care
Executives
Back
Office
KLE S, IMSR, HUBLI
Denting &
Painting In
charge
Pg 20
Human
Resource
Account
Manager
Tata Motors Product Profile:

Tata Nano
Indigo e-cs
Indica Vista
Tata Venture
Tata Sumo
KLE S, IMSR, HUBLI
Victa Indica
Pg 21

Tata Sumo
Tata safari
Indigo Manza
Tata Winger
Tata Safari Dicor
Departmentation:
There are two main divisions in the firm these are:
KLE S, IMSR, HUBLI
Pg 22

1. Commercial Vehicle Division (CVD):
More than half a century of impressive presence and Tata Motors continues to provide India
with top of the line commercial vehicles. Tata Motors is Indias largest and among the worlds
top five medium and heavy commercial manufactures. We have over 130 models providing a
wide variety of commercial transport solutions.
Examples for Commercial Vehicles: Tata Ace, Tata TL (Pickup Truck), Tata 407 Ex and Ex2,
Tata 1512 (Medium Bus chasis), Tata 1612/1616(Heavy Bus chasis), Tata 1613/1615
(Medium Truck), Tata Star bus (Branded Buses for city, school bus and standard passenger
transportation), Tata City Ride (12-20 seater buses for intra-city use), Tata Prima ( The World
Truck designed by Tata Motors and Tata Daewoo).
2. Passenger Vehicle Divisions (PVD):
Those entire cars used travelling purpose by the people. Main purpose is for the personal uses
which are not heavy vehicles.
Example for Passenger Vehicles : Tata Indigo, Tata Indica, Tata Sumo, Tata Aria, Tata Safari,
Tata Winger, Tata Indigo Marina, Tata Indigo Manza, Tata Sumo Victa, Tata Nano,
Departments: There are 4 departments in Manickbag Automobiles Pvt. Ltd they are
1.
2.
3.
4.
Sales Department
Service Department
Accounts Department
HR Department
SALES DEPARTMENT:
Objectives:
First objective is to increase the sales turnover by every year.
To increase the market share.
To improve the response to the customers.
KLE S, IMSR, HUBLI
Pg 23

Functions:
Searching customer.
Targeting the customer.
Meet the customer demand with appropriate supply.
Giving quotations to customers.
Solving the customer problems.
SERVICE DEPARTMENT
Objectives:
To provide high class service to the customers.
Solve the customer problem with the product.
Maintain good relationship with existing customer and new customer.
Functions:
To provide better quality service to the customers.
ACCOUNTS DEPARTMENT
Objectives:
Providing finance information to the various department.
Controlling the costs of department.
Functions:
Auditing the records of the department.

Maintaining books of account.
Raising funds from bank.
Preparing Income Tax and cost sheet.
HR DEPARTMENT
Objective: To help the organization to reach its goals and to ensure effective utilization and
maximum development of human resources.
KLE S, IMSR, HUBLI
Pg 24

Functions:
Man Power planning.

Recruitment, selection and placement of personnel.
Training to employees.
Performance appraisal, Promotion, Bonus and also increment to the employees.
Remuneration of employees.
Developing and maintaining motivation for workers by providing incentives.
Job Rotation.
Aiding in the self development of employees at all the levels.
GENERAL HR POLICIES IN MANICKBAG AUTOMOBILES

Manickbag Automobiles Pvt. Ltd. recognizes its employees as the most important asset for its
continued growth. HRM in Manickbag shall strive to ensure continuous organizational
growth by nurturing the strengths of its employees and providing the environment and
opportunity for every individual to rise to his personal goal within the framework of
organizational, societal and national objectives. It shall endeavor to uphold the dignity of
individuals by recognizing their worthy contributions and making them feel proud partners in
progress through the following measures.
.
1) Awards and Celebrations:
Annual awards shall be given in the following categories:
i)
Best performing Sales Executive (MUV)
ii)
Best performing Sales Executive (Car)
iii)
Most disciplined employee (Sales organization)
iv)
Most disciplined employee (Service organization)
v)
Employee of the year.
vi)
Award for exemplary initiative / innovation at work place.
vii) Best mechanic / Best technician.
KLE S, IMSR, HUBLI
Pg 25
KLE S, IMSR, HUBLI
Pg 26
ANALYSIS
AND
INTERPRETATIONS
1) How do you rate sales persons response for your enquiry of vehicle at Manickbag
Automobiles?
Highly satisfied
Satisfied
Neither satisfied nor Dis
satisfied
Dis satisfied
Highly Dis satisfied
Total
KLE S, IMSR, HUBLI
Frequency cumulative
percenta cumulative
freq
ge
feq
38
100
38
48
100
86
8
6
0
100
Pg 27
100
100
100
94
100

Highly satisfied
Satisfied
Neither satisfied nor dis satisfied
Dis satisfied
Highly dis satisied
6%
8%
38%
48%
Interpretation: 38 % of the respondents are highly satisfied ,
48% of the respondents
are satisfied with the sales persons response at enquiry , 8% of respondents are neither
satisfied nor dissatisfied and 6% respondents are dissatisfied of the sales persons response of
vehicle . This indicates majority of the customers (86%) are satisfied with response of
salespeople of Manickbag Automobiles for their enquiries.
2) What is your opinion about sales person at Manickbag automobiles to providing

product information?
Very good
Good
Neither good nor
bad
Bad
Very bad
Total
KLE S, IMSR, HUBLI
percenta cumulative
freq
ge
freq
38
100
38
42
100
80
12
8
0
100
Pg 28
100
100
100
92
100
Bad; 8%
Neither good nor bad; 12%
Very goood; 38%
Good; 42%
Interpretation:
The above table and graph indicates 38% of the respondents said
providing of product information is very good by Manickbag Automobiles salespeople, 42%

said good, 12% said neither good nor bad and 8% of the respondents said it is bad. Thus,
most of the customers are satisfied with providing of product information by salespeople.
3) How did you find response from Manickbag automobiles salespeople on your quires/
doubts about the related services & product?
freq
Very good
Good
Neither good nor
bad
Very bad
Bad
Total
KLE S, IMSR, HUBLI
percentag
e
cumulative freq
40
48
100
100
40
88
7
0
5
100
100
100
100
95
0
100
Pg 29
Very good
Good
Neither good nor bad
Very bad
Bad
7% 5%
40%
48%
Interpretation: The above table and graph about response of Manickbag salespeople to
queries/doubts about product and services indicates 40% of the respondents say it is very
good, 48% say it is good,7% say neither good nor bad, and 5% of respondents say it is bad. It
can be interpreted that majority of the customers are happy about response of salespeople to
their queries.
4) How you find the sales people in convincing you to buy your vehicle at Manickbag
automobiles?
percenta cumulative
freq
ge
freq
32
100
32
48
100
80
Very good
Good
Neither good nor
bad
Very bad
Bad
KLE S, IMSR, HUBLI
Total
14
0
6
Pg 30
100
100
100
100
94
0
100
Very goood
Good
Very bad
Bad
6%
14%
32%
48%
Interpretation :
From the above table and graph it can be interpreted that 32% of the
customers find the convincing ability of Manickbag salespeople to be very good, 48% say
good,14% of the customers neither good or bad and 6% of the customers say bad. Thus, it can
be interpreted that Manickbag sales people are good at convincing the customers to buy car.
5) How would you rate the efficiency of sales people in completing the sales process on the
following parameters?
KLE S, IMSR, HUBLI
Pg 31

Frequency cummualtive freq
47
32
9
Interpretation:
10
The above table and graph shows 32% of the customers are highly
satisfied with the speed of completing sales process, 47% of the customers are satisfied,
9%of the customers are neutral, 10% of the customers are dissatisfied and 2% of the
customers are highly dissatisfied. Thus, it can be interpreted that majority of the
customers (79%) are satisfied with speedy completion of sales process, but 21% are either
unsure or not satisfied. The company may look at attending the concerns of the customers
in delays in completing sales process for improved customer satisfaction.
6) Do you find the offer by Manickbag automobiles for test drive of the vehicle before
purchase?
freq
KLE S, IMSR, HUBLI
percenta
ge
Pg 32
cumulative
freq

Yes
No
Total
93
7
100
100
100
93
100
No ; 7%
Yes ; 93%
Interpretation: According to the above table and graph, 93% of the customers were offered
test drive of the vehicles before purchase and 7 % of the customers said they did not get offer
of test drive. The company may look at providing test drive facilities to all customers.
7) How would you rate the efficiency of salespeople at Manickbag automobiles on the
following factors?
KLE S, IMSR, HUBLI
Pg 33

1. Communication skills
2. Knowledge of the product
3. Concern for the customer
4. Eagerness to help
5. Prompt attention
6. Pleasant manners
7. Patience to handle quires
8. Friendliness
Highly
satisfied
Communication skill
Knowledge of the
product
Concern for the
customer
Eagerness to help
Prompt attention
Pleasant manners
Patience to handle
quires
Friendliness
Satisfi Neutr
Dis
Highly Dis
ed
al
satisfied satisfied
46
38
16
0
Total
0
100
70
30
100
46
64
45
54
33
32
34
32
16
4
17
14
5
0
4
0
0
0
0
0
100
100
100
100
45
37
55
63
0
0
0
0
0
0
100
100
1) communication skill :
Frequency
cummualtive freq
Highly
satisfied
Satisfied
Neutral
Dis satisfied
Highly
dissatisfied
Total
KLE S, IMSR, HUBLI
Percenta
ge
46
38
16
0
100
100
100
100
0
100
100
Pg 34
Cummualtive
freq
46
84
100

Communication skill
46
38
16
Interpretations: From the above table and graph it can be interpreted that 46% of the
respondents are highly satisfied with communication skills of salespeople, 38% are satisfied,
and 16% of the respondents are neutral with the communication skills of the sales person.
2) Knowledge of the product :
Highly satisfied
Satisfied
Neutral
Dis satisfied
Highly
dissatisfies
Total
Percenta Cumulative
freq
ge
freq
70
100
70
30
100
100
0
100
0
100
KLE S, IMSR, HUBLI
0
100
Pg 35
100

Knowledge of the porduct
70
30
0
Neutral
Highly staisfied
0
0
Highly dis satisfies
Interpretations: The above table and graph shows that 70% of the correspondents are
highly satisfied and 30% of the correspondents are satisfied with the sales person regarding
knowledge of the product. This indicates each and every salesperson at Manickbag
Automobiles has complete knowledge on products and they are efficient at providing the
same to customer.
3) Concern for the customer :
Highly satisfied
Satisfied
Neutral
Dis satisfied
Highly
dissatisfied
Total
freq
Percentage
46
33
16
5
KLE S, IMSR, HUBLI
0
100
Pg 36
Cumulative
freq
100
100
100
100
100
46
79
95
100

cocern for the customer
46
33
16
5
Interpretations: The above table and graph regarding salespeoples concern for the
customer indicates 46% of the respondents are highly satisfied, 33% are satisfied,16% are
neutral and 5% are dissatisfied. Thus, 21% of the respondents felt unsure or dissatisfied
about salespeoples concern for customer.
4) Eagerness to help:
Frequency
cummualtive freq
Highly
satisfied
satisfied
Neutral
dissatisfied
Highly
dissatisfied
Total
KLE S, IMSR, HUBLI
percenta
ge
64
32
4
0
100
100
100
100
0
100
100
Pg 37
Cummualtive
freq
64
96
100

Eagerness to help
64
32
4
Highly satisfied
Neutral
0
0
Highly dis satisfied
Interpretations: The above table and graph indicates 64% of the respondents are highly
satisfied, 32% of the respondents are satisfied and 4% of the respondents are neutral with
reference to the sales persons eagerness to help them. This indicates majority of the
customers find salespeople at Manickbag Automobiles are eager to help them.
5) Prompt attention :
Frequency
cummualtive freq
Highly
satisfied
Satisfied
Neutral
Dis satisfied
Highly
dissatisfied
Total
KLE S, IMSR, HUBLI
Percenta
ge
45
34
17
4
100
100
100
100
0
100
100
Pg 38
Cummualtive
freq
45
79
96
100

Prompt attention
45
34
17
4
Highly satisfied
Neutral
0
Highly dis satisfied
Interpretations: The above table and graph regarding prompt attention indicates 45% of
the respondents are highly satisfied, 34% of the respondents are satisfied, 17% of the
respondents are neutral and 4% of the respondents are dissatisfied with the salespeople.
6) Pleasant manners :
Frequency
cummualtive freq
Highly
satisfied
Satisfied
Neutral
Dissatisfied
Highly
dissatisfied
Total
KLE S, IMSR, HUBLI
Percenta
ge
54
32
14
0
100
100
100
100
0
100
100
Pg 39
Cummualtive
freq
54
86
100

Pleasent manners
54
32
14
Interpretations: The above table and graph indicates 54% of the respondents are highly
satisfied, 32% are satisfied and 14% of the respondents are neutral with the pleasant manners
of the salespeople at Manickbag automobiles.
7) Patience to handle queries :
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly
dissatisfied
Total
Percenta Cumulative
freq
ge
freq
45
100
45
55
100
100
0
100
0
100
KLE S, IMSR, HUBLI
0
100
Pg 40
100

Patience to handle quires
45
55
Interpretations: The above table and graph indicates 45% the respondents are
highly satisfied and 55% of the respondents are satisfied with the salespeople with respect to
their patience to handle quires from customers.
8) Friendliness :
Frequency
cummualtive freq
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
Total
KLE S, IMSR, HUBLI
37
63
0
0
0
100
Pg 41
Cummualtive
Percentage
freq
100
37
100
100
100
100
100

Friendliness
63
37
0
Interpretations: From the above table and graph it can be interpreted that 37% the
respondents are highly satisfied and 63% of the respondents are satisfied with the
salespeoples nature of being friendly with them.
9) After concluding sales seal and getting delivery of vehicle did the sales person explain
to you the maintenance precautions?
Yes
No
Total
Frequency cumulative Percenta Cumulative

freq
ge
freq
96
100
96
4
100
100
100
KLE S, IMSR, HUBLI
Pg 42
4%
Yes
No
96%
Interpretation: According to above chart and table, 96% of respondents said Yes for
the sales person explained the maintenance precautions and 4% of the respondents said No
indicating they did not explain the maintenance precautions.
freq
Highly
satisfied
Satisfied
Neutral
Highly Dis
satisfied
Dissatisfied
Total
KLE S, IMSR, HUBLI
Percenta
ge
Cumulative
Freq
34
47
12
100
100
100
34
81
93
2
5
100
100
100
95
100
Pg 43
50
40
30
20
10
0
47
34
12
Interpretations:
According to above table and chart on satisfaction about maintenance
information sharing by salespeople, 34% of the respondents are highly satisfied, 47% are
satisfied, 12% are neutral, 2% highly dissatisfied and 5% of the respondents are dissatisfied
with the sales persons of maintenance information sharing with them . Though majority of
customers have indicated satisfaction, 19% have expressed neutrality and dissatisfaction,
which the company has to look into.
9) How was the response of sales person to you after the sales, when you approached them
for any matter related to vehicle?
freq
Very
good
Good
Neutr
al
Very
bad
Bad
Total
KLE S, IMSR, HUBLI
Percenta
ge
Cumulati
ve freq
33
46
100
100
33
79
13
100
92
0
8
100
100
100
0
100
Pg 44
50
45
46
40
35
33
30
Frequency
cummualtive freq
25
20
15
13
10
5
0
0
Very good Good
Neutral Very bad
Bad
Interpretation: According to above table and chart on response of salespeople to customers

when they approached them after sales, 33% of the customers said very good , 46% said
good , 13% of the customers are neutral and 8 % of the customers said bad.
10) What is your overall rate for the services provided by sales team at Manickbag
automobiles?
freq
Very
good
Good
Neutr
al
Very
bad
Bad
Total
KLE S, IMSR, HUBLI
Percenta
ge
Cumulative
freq
37
48
100
100
37
85
12
100
97
0
3
100
100
100
0
100
Pg 45

Very good
Good
12%
Neutral
Very bad
Bad
3%
37%
48%
Interpretation: According to the above table and chart on overall rating of customers for the
services provided by Manickbag Automobiles salespeople, 37% respondents feel very good ,
48% feel good , 12% feel neutral and 3% feel bad.
KLE S, IMSR, HUBLI
Pg 46
Findings
Findings
KLE S, IMSR, HUBLI
Pg 47

1. Out of 100 respondents contacted 86% are satisfied with the salespeople on response
to their enquiry of car at Manickbag Automobiles in Hubli and Dharwad.
2. 80% of the respondents are satisfied with the salespeople about providing of the
product information to them.
3. 88% of the respondents said the response of Manickbag salespeople to queries/doubts
about product and services is good.
4. 80% of the customers find the convincing ability of Manickbag salespeople to be
good, 14% of the customers said neither good or bad and 6% of the customers said
bad.
5. 32% of the customers are highly satisfied with the speed of completing sales process,
47% of the customers are satisfied, 9%of the customers are neutral, 10% of the
customers are dissatisfied and 2% of the customers are highly dissatisfied.
6. 93% of the customers were offered test drive of the vehicles before purchase and 7 %
of the customers said they did not get offer of test drive.
7. 46% of the respondents are highly satisfied with communication skills of salespeople,
38% are satisfied, and 16% of the respondents are neutral with the communication
skills of the sales person.
8. 70% of the correspondents are highly satisfied and 30% of the correspondents are
satisfied with the sales person regarding knowledge of the product.
9. Regarding salespeoples concern for the customer, 46% of the respondents are highly
satisfied, 33% are satisfied, 16% are neutral and 5% are dissatisfied.
10. 64% of the respondents are highly satisfied, 32% satisfied and 4% are neutral about
salespeoples eagerness to help them.
11. Regarding prompt attention 45% of the respondents are highly satisfied, 34% of the
respondents are satisfied, 17% of the respondents are neutral and 4% of the
respondents are dissatisfied with the salespeople.
12. 54% of the respondents are highly satisfied, 32% are satisfied and 14% of the
respondents are neutral with the pleasant manners of the salespeople at Manickbag
automobiles.
13. 45% the respondents are highly satisfied and 55% of the respondents are satisfied
with the salespeople with respect to their patience to handle quires from customers.
14. 37% the respondents are highly satisfied and 63% of the respondents are satisfied
with the salespeoples nature of being friendly with them.
15. 96% of respondents said Yes for the sales person explained the maintenance
precautions and 4% of the respondents said No indicating they did not explain the
maintenance precautions.
16. Regarding satisfaction about maintenance information sharing by salespeople, 34% of
the respondents are highly satisfied, 47% are satisfied, 12% are neutral, 2% highly
dissatisfied and 5% of the respondents are dissatisfied with the salespeople.
KLE S, IMSR, HUBLI
Pg 48

17. Regarding response of salespeople to customers when they approached them after
sales, 33% of the customers said very good, 46% said good, 13% of the customers are
neutral and 8 % of the customers said bad.
18. Regarding overall rating of customers for the services provided by Manickbag
Automobiles salespeople, 37% respondents feel very good, 48% feel good, 12% feel
neutral and 3% feel bad.
SUGGESTIONS:
1. 19% of the customers are satisfied about time taken to complete the sales process by
the company respondents mentioned 2-3 hours time I taken in accounts department.
To complelete the billing process o be informed to expedite the billing process so that
the sales process can complete within an hour.
KLE S, IMSR, HUBLI
Pg 49

2. The company should inform salespeople to provide proper maintaince information
since 19% are dissatisfied salespeople should be provided with regular training about
the car maintaince so that they can give correct information to the customers.
3. The company should inform salespeople to attend customers for their queries even
after sales this will build good customer relationship and customer loyalty.
CONCLUSIONS & LIMITATION:
CONCLUSION: I conclude that the Manickbag automobiles, Pvt, Ltd, Hubli should give
more importance to all the customers. At present, the demand for Tata Motors car is good
KLE S, IMSR, HUBLI
Pg 50

compared to competitors products & their distribution network is good & they are providing
good services to customers, I felt this during my interaction with respondents
LIMITATIONS:
I faced difficulty in collecting data because of busy schedule of the respondents.

The study will be reflecting the response given by samples to questions in the
questionnaire and it is assumed they are truthful.
Questionnaire:
I Amrut. S. Madikar (Exam No: MBA12002011) studying in MBA IVth SEM at KLES
IMSR, HUBLI. Undertaking a major concurrent project (MCP) on A study on customer
satisfaction about sales activities at Manickbag Automobiles, Pvt, Ltd, HUBLI. In this
KLE S, IMSR, HUBLI
Pg 51

connection I request you to kindly spare your few minutes in filling this questionnaire to
enable me to complete my study. I assure you that the information given by you will be used
for study purpose only and will be treated confidential.
Personal Information:
Name:
Address:
Gender:
1)
Male
Female
How do you rate salespeoples response for your enquiry of vehicle at Manickbag
Automobiles?
a) Highly satisfied
b) Satisfied
c) Neither satisfied Nor Dissatisfied

d) Dis satisfied
e) Highly Dissatisfied
2) What is your opinion about salespeople at Manickbag Automobiles to providing product

information?
a) Very good
b) Good
c) Neither good Nor bad
d) Bad
e) Very bad
3) How did you find response from Manickbag Automobiles salespeople on your quires/
doubts about the product & related services?
KLE S, IMSR, HUBLI
Pg 52

a)
b)
c)
d)
e)
Very good
Good
Very bad
Bad
4) How you find the salespeople in convincing you to buy your vehicle at Manickbag
Automobiles?
a)
b)
c)
d)
e)
Very good
Good
Very bad
Bad
5) How would you rate the efficiency of salespeople in completing the sales process on the
following parameters?
a) Highly satisfied
b) Satisfied
c) Neither satisfied Nor Dissatisfied

d) Dis satisfied
e) Highly Dissatisfied
6) Did you find the offer by Manickbag Automobiles for test drive of the vehicle before
purchase?
a) Yes
b) No
KLE S, IMSR, HUBLI
Pg 53
7) How would you rate the efficiency of salespeople at Manickbag Automobiles on the
following factors?
Satis
Highly
satisfied
fied
Neut Dis
ral
Highly
Dis
satisfied satisfied
1) Communication skill
2) Knowledge of the product
3) Concern for the customer
4) Eagerness to help
5) Prompt attention
6) Pleasant manners
7) Patience to handle quires
8) Friendliness
8) After concluding sales deal and getting delivery of vehicle did the salespeople explain to
you the maintenance precautions?
Yes
No
If yes how did you find the maintenance information sharing by co salespeople?
a)
b)
c)
d)
e)
Highly satisfied
Satisfied
Neutral
Highly Di satisfied
Dissatisfied
9) How was the response of salespeople to you after the sales, when you approached them
for any matter related to vehicle?
KLE S, IMSR, HUBLI
Pg 54
a)
b)
c)
d)
e)
Very good
Good
Neutral
Very bad
Bad
10) What is your overall rate for the services provided by sales team at Manickbag
Automobiles?
a)
b)
c)
d)
e)
Very good
Good
Neutral
Very bad
Bad
Thank You
BIBLIOGRAPHY
www.tatamotors.com
www.Indianautomobiles.com
KLE S, IMSR, HUBLI
Pg 55

Customer Satisfaction Towards TATA Motors

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Customer Satisfaction Towards TATA Motors

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Manickbag Automobiles, Pvt, Ltd, Hubli

Title of the study:

Objectives of the study:

KLE S, IMSR, HUBLI

Manickbag Automobiles, Pvt, Ltd, Hubli

Manickbag Automobiles, Pvt, Ltd, Hubli

Manickbag Automobiles, Pvt, Ltd, Hubli

Indian Automobile Industry

Manickbag Automobiles, Pvt, Ltd, Hubli

Manickbag Automobiles, Pvt, Ltd, Hubli

Supply Chain of Automobile Industry

Manickbag Automobiles, Pvt, Ltd, Hubli

KLE S, IMSR, HUBLI

Manickbag Automobiles, Pvt, Ltd, Hubli

KLE S, IMSR, HUBLI

Manickbag Automobiles, Pvt, Ltd, Hubli

Manickbag Automobiles, Pvt, Ltd, Hubli

Manickbag Automobiles, Pvt, Ltd, Hubli

Values and purpose

KLE S, IMSR, HUBLI

Manickbag Automobiles, Pvt, Ltd, Hubli

tolerance, understanding and mutual cooperation.

KLE S, IMSR, HUBLI

Manickbag Automobiles, Pvt, Ltd, Hubli

ants into independent subsidiaries viz. HVAL & HVTL, respectively.

exibility in manufacturing frames with an off line Proto-typing facility.

Manickbag Automobiles, Pvt, Ltd, Hubli

Manickbag Automobiles, Pvt, Ltd, Hubli

KLE S, IMSR, HUBLI

Manickbag Automobiles, Pvt, Ltd, Hubli

KLE S, IMSR, HUBLI

Manickbag Automobiles, Pvt, Ltd, Hubli

History of Manickbag Automobiles, Pvt, Ltd :

MANICKBAG AUTOMOBILES PVT. LTD is the authorized dealer

for the Tata

Manickbag Automobiles, Pvt, Ltd, Hubli

Name of the company:Manickbag Automobiles Pvt.Ltd

Hubli, Belgaum, Bijapur, Ankola, Gadag, Haveri.

KLE S, IMSR, HUBLI

Manickbag Automobiles, Pvt, Ltd, Hubli

KLE S, IMSR, HUBLI

Manickbag Automobiles, Pvt, Ltd, Hubli

Works & Spares

KLE S, IMSR, HUBLI

Manickbag Automobiles, Pvt, Ltd, Hubli

Tata Motors Product Profile:

KLE S, IMSR, HUBLI

Manickbag Automobiles, Pvt, Ltd, Hubli

Tata Safari Dicor

Manickbag Automobiles, Pvt, Ltd, Hubli

KLE S, IMSR, HUBLI

Manickbag Automobiles, Pvt, Ltd, Hubli

Auditing the records of the department.

Manickbag Automobiles, Pvt, Ltd, Hubli

Man Power planning.

GENERAL HR POLICIES IN MANICKBAG AUTOMOBILES

Best performing Sales Executive (MUV)

Best performing Sales Executive (Car)

Most disciplined employee (Sales organization)

Most disciplined employee (Service organization)

Employee of the year.

Award for exemplary initiative / innovation at work place.

vii) Best mechanic / Best technician.