Professional Documents
Culture Documents
A study on
Customer Preferences and satisfaction level towards Tvs Motors
Submitted to Sanskrithi School of Business, Puttaparthi,
An Affiliated Institution under JNTU-A, in Partial Fulfillment
of Master of Business ADMINISTRATION.
PUTTAPARTHI
Submitted by
P.NAGA SAI SNEHA
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PROJECT REPORT
ON
CUSTOMER PREFERNCES AND SATISFACTION
LEVELS TOWARDS TVS MOTORS
IN
ESWAR TVS MOTORS
BY
P.NAGA SAI SNEHA
H.T. NO: 14HX1E0049
SUBMITTED IN PARTIAL FULFILLMENT OF THE
REQUIREMENT FOR THE AWARD OF THE
MASTERS DEGREE IN BUSINESS ADMINISTRATION
(2014-2016)
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Ref: TVS/PROJ-MARKETING/2016
Date:6/04/2016
Project Completion certificate
This is to certify that Ms. P. Naga Sai Sneha, (Regd. No. 14HX1E0049), of
SANSKRITHI SCHOOL OF BUSINESS, PRASHANTHI GRAM, PUTTAPARTHI,
ANATAPURAMU DT., A.P, has successfully completed the project titled Customer
Preferences and Satisfaction Level towards their expectations at TVS MOTORS,
HINDUPUR, Anantapuramu Dist., for partial fulfillment of her MBA from
22/02/2016 to 06/04/2016.
During this period she was given hands on exposure for 45 days.
Her conduct is good.
We wish her good luck and all the best in his future endeavors.
SANTHOSH
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towards
their
expectations
at
TVS
MOTORS,
HINDUPUR,
KARIMULLA BASHA
(H.O.D)
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DECLARATION
I here by the declare that this project report entitled Customer
Preferences and Satisfaction Level towards their expectations at TVS MOTORS
, HINDUPUR, has been prepared by me during the months of 45 days to be
submitted to SANSKRITHI SCHOOL OF BUSINESS, Puttaparthi in practical
fulfillment
for
the
awarded
degree
MASTER
OF
BUSINESS
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Acknowledgement
My profound thanks and deep sense of gratitude are due to authorities of TVS
MOTORS who gave me the opportunity for doing this project work at
HINDUPUR.
Its my primary duty to express my humble thanks and deep sense of
gratitude to SANTHOSH for giving me this opportunity, also who acted as a
source of inspiration in completing my work by constantly enlightening me with
his valuable guidance and suggestions during the period of this project .
I also thank the staff for providing me all help and facilities in carrying
out my project and making me feel at home.
I also express my gratitude towards the help rendered by KARIM sir
faculty & HOD, SANSKRITHI SCHOOL OF BUSINESS, Puttaparthi in
completing this project work.
Finally I thank all my friends for spending their valuable time providing
their valuable suggestions in successful completing of this project.
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INDEX
S.NO
CONTENTS
PAGE NO
CHAPTER-1
INTRODUCTION
CHAPTER-2
13
CHAPTER-3
19
CHAPTER-4
CHAPTER-5
51
72-81
FINDINGS
73
SUGGESTIONS
75
CONCLUSION
76
QUESTIONNAIRE
77
BIBLOGRAPHY
81
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INTRODUCTION
It gives me an immense pleasure to present you this entire project. The
topic is A STUDY REPORT ON CUSTOMER PREFERENCE AND
SATISFACTION LEVEL TOWARDS TVS MOTORS IN HINDUPUR
the
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CHAPTER - 1
INTRODUCTION
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ABSTRACT:
This research is outcome of the study conducted on Pre-purchase and Postpurchase Behaviour of Customers with reference to TVS Motors in Erode
District. This study was carried out for a period of 9 Months from in Hindupur.
The objective of conducting this project work is to identify the attitude of twowheeler owners towards TVS Motors.
For this purpose 300 two-wheeler owners/customers were taken as sample for
the study in order to get the needed information. The study is a descriptive
type and convenient sampling is used. The data are collected from survey
using questionnaire through interview schedule.
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A search for information before making a purchase decision is known as prepurchase behavior. Purchasing is a dynamic science and also most important
function of every family. A home maker must devote time, attention and
energy to it. It is influenced by certain considerations which lead the
consumers to select a particular brand of products. Besides, the availability of
wide varieties of brands aggregates and complicates the act of purchasing.
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1. Problem Recognition
2. Information Search and
3. Evaluation of Alternatives.
LIMITATIONS:
To offer suggestions based on the result of the study.
This study is applicable only to TVS Motor Industry (P) Limited, Hindupur.
Time duration for this study is limited for nine months from Nov-2011 to July2012.
The study does not include comparison between two Wheeler brands.
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CHAPTER-2
STUDY OF THE DESIGN
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Research Design:
Primary Source: Questionnaire & Personal interaction.
Secondary Source: Company data through Internet.
Sample Size: 100 customers
Location: Hindupur.
RESEARCH METHODOLOGY
A research design is the specification of methods and procedures for
acquiring the information needed. In this study, researcher used Descriptive Research.
A research design thus specifies, the type of information required the sources of the
information and the methods or techniques of data collection.
SAMPLE DESIGN:
The study uses primary data collected from customers using TVS vehicle. 300
customers were selected for the study in Hindupur as sample area. In this research,
convenience sampling was adopted. Convenience sampling refers to the collection of
information from members of the population who are conveniently available to
provide it. Convenience sampling is most often used forgetting some basic
information quickly and efficiently.
Outcome & Benefits of the study:
The outcomes of this project would give the Organization a clear understanding about
the customer feedback as well as their satisfaction level and also to understand what
the problems faced at the time of service. With the help of this study report the
organization come to know the customer feedback and make improvements in the
required area.
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LITERATURE REVIEW:
About Customer Preference
Customer preference occurs when the experience obtained from transaction match
expectation. Customer may forget experience that match expectation although,
customers will generally notice and also remember those experience that deviated
from expectation.
This stage is particularly known as dissatisfaction results in to a feeling of dissonance
in case where an experience obtains from product/sender falls short of expectations.
In opposite situation i.e. state of satisfaction it may result in to repurchase of product/
service as case may be.
One has to accept the fact that people i.e., employee in an organization play a crucial
role in determining, and delivering of the level of service quality and ultimately
consumers satisfaction. It has been observed that even manufacturing organization
have gradually realized the fact that along with tangible offering, intangible customer
services the only possible distinct way to create a point of differentiation and
positioning in to the competitors. It is needless to state companies need to manage
customer contact effectively where the desired outcome is a satisfied customer.
Customer's satisfaction data customer data provides early warning sign of problems
before they show up in revenue and down in profit.
Customer satisfaction
Customer satisfaction is to the success. Getting your customer to tell you whats good
about your products or services, and where you need improvement helps you to
ensure that your business measures up to their expectations. The Attached file
contains a customer satisfaction survey form designed to help gather. This important
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MANAGEMENT PROBLEM:
Through this project, the sales and operation manager want to know the post and pre
sales service performance and to analyze the satisfaction level by the feedback of the
customers. To know the quality of service and improvement to be made in the service
provided by ESWAR TVS.
STATEMENT OF THE PROBLEM:
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Motors in ANANTAPURAMU.
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CHAPTER-3
PROFILE OF THE COMPANY
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ORGANIZATION CHART
Chairman
Managing Director
Director
TVS Sales
Sales Manager
TVS Service
Office executive
Supervision
Mechanics
Sales Executive
Supervisor
Mechanics
Sales Executive
RTO Co-coordinator
Assistant
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ORGANISATION PROFILE
Name of the Organization
: Eswar TVS
The History:
1920:
1950:
1951:
1954:
1958:
The business stared with the landmark if mill and oil mill.
One of partners being educated in the field of engineering with
mechanical and electrical stated with the business in automobiles.
Manic bag automobile came into light, know for dealers in
automobile
TVS Motors got the dealership of MICO and PERKINGS ENGINES
TVS Motors came the big screen by getting the dealership of Ashok
Leyland (heavy commercial vehicles) from Hinduja groups. Along
with the dealership of Ashok Leyland, Manic bag even stepped in the
1983-84 Got the dealership of two wheelers from TVS automobiles and started
with dealership of TVS mopeds, later with motorbike-IND SUZUKI,
and finally also with dealership scooterettes TVS Scooty, Suzuki
1992
Fiero, Victor.
Gave up the dealership of Ashok Leyland (heavy commercial
vehicles) of the Hinduja group and diverting towards TATA
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again deals with TATA vehicles (LCV, HCV, MUV, PCD). Apart from
having the Head Office, TVS Motors has it branch office at Ankola
and Bijapur also..
TVS GROUP:
The year 1980 is one to be remembered for the Indian two-wheeler industry,
with the roll out of TVS 50, Indias first two-seater moped that ushered in an
era of affordable personal transportation. For the Indian Automobile sector, it
was a break through to be etched in history.
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It has the unique distinction of having sold nearly 4 million the highest ever in
India. It exports its range of products to 17 countries worldwide. Its
unrelenting pursuit of customer satisfaction in all aspects if manufacturing of
2-wheeler is reflected in over 6 million satisfied owners of mopeds,
motorcycles and scooters. Its 4000 highly motivated employees manufacture
high quality vehicles from two manufacturing plants in Hosur and Mysore,
with a wide dealer network of around 410.
Products:
Two Wheelers in India was set up as a joint venture between TVS and Dunlop, UK in
1960. The company supplies wheels as Original Equipment to all major vehicle
manufacturers in the country. Wheels India is entering into collaboration with Titan,
the world leader in off-highway vehicle wheels relating to earthmoving, construction
and agricultural equipment. Manufacturing Plants are located at Chennai, Tamil Nadu,
Rampur, UP and Ranjangaon, Maharashtra. Wheels India has a workforce of 100.
Products and Service
Wheels for commercial vehicle, cars, jeeps, tractors construction equipment / earth
mover and defense vehicle, wire wheels for export and air suspension systems for
commercial vehicle.
Launched Models:
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80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Tw o w heelers
Passenger vehicles
Comercial vehicles
Two wheelers
Passenger vehicles
Commercial vehicles
Three wheelers
Three w heelers
78.63%
10.44%
4.03%
3.90%
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Steady increase in the per capita income over the past five years; and
Increasing
consumer needs.
With the demand drivers listed here operate at the broad level, segmental
demand is influenced by segment- specific factors.
MARKET CHARACTERSTICS
DEMAND
Segmental classification and Characteristics
The three main product segments in the two-wheeler category are scooters,
motorcycles and mopeds. However, in response to evolving demographics and
various other factors, other sub-segment emerged, viz scooterettes, gearless scooters,
and 4-stroke scooters. While the first two emerged as response to response
demographic changes, the introduction or 4-stroke scooters has followed the
imposition of stringent pollution controls norms in the early 2000, Besides, these
prominent sub- segments, product group within these sub- segments have gained
importance in the recent years. Examples include 125CC motorcycles, 100-125CC
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Motorcycle
Moped
>22,000
>30,000
>12,000
2-stroke,4- Stroke
Mainly 4-stroke
2-stroke
90-150
50,60
Kick/electronic
Kick/Electronic
Kick/Electronic
6.5-9
2-3
90-100
>100
60-70
50-75
50-80+
70-80
High
Highest
Low
Price* (Rs. as in
January 2005)
Stroke
Engine
Capacity(cc)
Ignition
Engine Power
(bph)
Weight(Kg)
Fuel Efficiency
(kms Per liter)
Load carrying
Lowest
Segmental Market Share
The Indian two-wheeler industry has undergone a significant change over the past 10
years with the preference changing from scooters and mopeds to motorcycles. The
scooters segment was the largest till FY 1998, accounting for around 42% of the twowheeler sales (motorcycles and mopeds accounted for 37%) and 21% of the market
respectively, that year). However, the motorcycles segment that had witnessed high
growth (since FY1994) became larger than the scooter segment in terms of market
share for the. first time in FY1999. Between FY1996 and 9MFY2005, the motorcycles
segment more than doubled its share of the two-wheeler industry to 79% even as the
market shares of scooters and mopeds stood lower at 16%> and 5%, respectively.
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industry...
B. The hike in the excise duty on steel will not affect the industry, as Cenvat Credit
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Customs
Excise
2004-05
2005-06
2004-05
2005-06
Two wheelers
61.2
61.2
16.3
16.3
Steel items
5.1
5.1
12.2
16.3
20.4
15.3
16.3
16.3
Other components
20.4
15.3
16.3
16.3
Major Players
Company name
Impact
Impact factors
Neutral
A,B,C,D
Neutral
A,B,C,D
Neutral
A,B,C,D
Company Network:
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TVS Motor Company has one of the most extensive networks with over 500 dealers
and 2500 Customer touch points.
We are the first in the two-wheeler industry to measure customer satisfaction,
audited by external consultants of international repute.
We have taken care to standardize facilities across all customer touch points.
Up gradation of faculties and continuous improvement in all processes is given
importance. The company also takes an active part in imparting training and
capability building in all areas including sales, service and business management. All
our dealers are connected through the extended network of SAP, ensuring operational
efficiency.
Social responsibility
This extended arm of the company believes in social responsibility and has involved
itself in several community development initiatives that have significantly improved
the standard of living of the people in 51 villages across the country.
Economic development
The program enables people below the poverty line these adopted villages to earn
their livelihood by involving them in activities that generate income.
Health
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Health is one of the main focus areas of the Srinivasan Service Trust. Dental care
camps; eye camps, health check-up and nutrition programs are conducted. The
initiative also focuses on primary health, maternal health, child-care and leprosy
eradication.
Infrastructure Development
The Company is actively in the community development of the villages by providing
infrastructure facilities such as housing, sanitation, roads drains, bus shelters, medial
centres and natural resources management.
The performance in January 2006 represents the shape of things to come in the
coming months. While the performance of new brands launched last year, in
particular, Star City continue to beat expectations, TVS Apache, the new 150
cc motorcycle in the premium segment promises to be a winner as it has
already won several coveted awards for its overall performance and style.
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TVS Star City is amongst the few bikes that have crossed the sale of 50,000
units per month Star City has enabled the company to make significant inroads
in the economy segment of the motorcycle market.
TVS Scooty recorded 17,957 units in January 2006 compared to 14,724 units
in the same period last year recording a growth of 22% Scooty Pep+ won the
best Scooter of the year award 2006 by OVERDRIVE and it continues to be
a dominant player in the ungraded scooter category.
In the export front, TVS Motor Company continued its robust performance
having exported 6,374 units in January 2006. Exports recorded a growth of
147% compared to the same period last year.
Milestones:
1980 TVS Motor launched Indias first twoseater 50cc moped TVS 50.
1984 The twowheeler major became the first Indian company to introduce
100cc IndoJapanese motorcycles.
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2001 Launched TVS Victor, 4stroke 110cc motorcycle, Indias first fully
indigenously designed and manufactured motorcycle.
2002 TVS becomes the worlds first twowheeler company to win the worlds
most prestigious recognition in Total Quality Management the Deming
Award 2002. TVS wins the Technology Award from Ministry of Science,
Government of India for successful commercialization of indigenous
technology.
2004 Launched TVS Center, a world class 4stroke 100cc motorcycle with
revolutionary VT I engine for best in class mileage. Launched TVS Star, a
100cc motorcycle ideal for the rough terrain. TVS wins TPM Excellence
award from Japan Institute of Plant Maintenance (JIPM). TVS wins
Outstanding design Excellence Award for TVS Scooty Pep.
2005 06 TVS launches its Indonesian plant. Launched TVS Apache, which
set the youths imagination on fire. Apache went on to be the Bike of the year
for 2006, winning six prestigious awards.
2007 TVS Motor Company rolls out seven new products. TVS launches its
Himachal Pradesh Plant at Nalagarh.
2008 09 Apache Refresh with Rear Disc Brakes was launched in December
2008. TVS Motor company bags two coveted IT awards in September 2008
SAP ACE 2008 Award and 2008 Symantec South Asia Visionary Award.
Scooty Pep was launched with balancing wheels in August 2008. Scooty
Wimbledon Collection launched in June 2008.
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TVS Motor Company launched the revolutionary 125cc Flame in March 2008.
TVS made by its foray into the threewheeler market with TVS King in
March 2008.
2009 TVS unveils High performance with Apache RTR 180 in June 2009.
TVS scooty Streak was launched. TVS Flame SR 125 launched was June
2009.
TVS Brands:
TVS Apache
TVS XL Super
Group companies:
Axles India
Brakes India
HaritaGrammer
Southern Roadways
Sundaram Fasteners
Sundaram Finance
Sundaram Industries
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Sundaram Motors
Sundaram Clayton
SundaramClayton
Asian Network for Quality Award 2004 TVS Scooty Pep won the
prestigious 'Outstanding Design Excellence Award' from Business
World and National Institute of Design.
The 'Good Advertising' award by Auto India Best Brand Awards 2009.
SAP ACE AWARD 2007 The company won the SAP ACE 2007
Award for Customer Excellence in the Most Innovative Netweaver
Category.
TEAM TECH 2007 Award TVS Motor Company bagged the TEAM
TECH 2007 Award of Excellence for Integrated use of Computer
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Strategy:
The new variants have been fine-tuned based on customer feedback. They will
attempt to offer more value to the customer, even as competitors have been
nibbling away at the companys market share.
The new variants are basically spruced up versions of bikes that have either
been performing below expectations or attracting customers only in specific
markets.
So, the obvious two to get the cosmetologist treatment are the TVS Victor GX
and the Star.
The 110cc Victor GX was not finding many takers from either the 100cc or the
125cc segments. Designed to attract the entry-level bike buyer interested in a
bit more of power and style, the Victor GX (and for that matter the GLX) has
not been able to stir up the same level of interest among potential customers
that the original Victor had managed to do.
Now, TVS is replacing the Victor GX with newly developed Victor Edge, and
the principal change is the heart transplant. The old 110cc engine has been
hauled out and a slightly tweaked version of the GLXs 125cc engine has been
in its place.
The new, fine-tuned 125cc engine delivers a higher 9.2 bhp of peak power
against the 8.1 bhp that the earlier 110cc engine managed.
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The extra power should give the Edge an advantage in the premium entrylevel bikes category. However, TVS has not chosen to replace the four-speed
gearbox with a Five-speed shifter, a feature that more bikes in this segment
want as part of the package.
The Victor Edges engine performance has been aided by a roller cam follower
for reducing friction losses, and this is expected to improve fuel-efficiency.
The engine also features larger valves and a reworked air-box for better sir
induction.
Overall, the changes boost peak torque to a high 10 Nm at a low 4,000 rpm.
The other additions are optional alloy wheels and disc brakes, new dual tone
side panel stickers with five colour theme options, enhanced grip levers for
better feel, and slightly reworked switchgear that feels more study and
reliable.
Along with the launch of the Victor edge, TVS has unveiled a new version of
the companys barebones, entry-level 100cc bike.
The Star (spelt as StaR) had replaced TVS long standing two-stroke entrylevel bike series the erstwhile Max 100 and Max 100R last year.
After the launch of the Star DLX, the slightly jazzed-up version of the basic
stripped down model, the TVS Star City, launched earlier this month, will now
attempt to offer the entry-level biker who wants to continue to stick within the
bounds of this segment, a bit more style and finish.
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The Star City will target potential, fuel-efficiency conscious 100cc bike buyers
who live in the city and will be willing to pay a marginally higher price for
more features and better looks and finish quality.
With that target audience, the bike is being offered with a new headlamp
fairing and halogen bulb combo, easy-to-read instrumentation with a new blue
backlight, push-cancel indicator switches, new spring shock absorbers with a
hand-operated pre-load adjustment lever and a new sporty silencer and heat
shield combo that feature the same diagonally chopped-off design that Yamaha
first brought to the market.
Seat width on the Star City has also been increased slightly to improve ride
comfort for long distance travel. The roller cam follower technology that TVS
first adopted in the Center has been inducted into the Star City for friction
reduction and increased mileage.
The bike will also sport a new, more rigid, reinforced chassis frame and wider
three-inch tires at the rear for improved stability and road holding.
Dual tone colours are also being offered and TVS will soon launch a new
advertising campaign for all its three new variants-Sciity Pep+, Victor Edge
and the Star City.
There was a time, not long ago, when a two-wheeler meant a Bajaj Chetak or
an LML Vespa. In the past five years or so, sales of motorcycles have
outstripped sales of nearly all other two-wheelers.
The sales tax rationalization that took place in the 2001 budget resulted in
scooters becoming more expensive than before. In addition the government
began to enforce strict Euro-emission norms which forced scooter
manufacturers to install catalytic converters in existing vehicles or to go in for
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Motorcycle, being more suited for commuting than any other vehicle,
combines a variety of factors such as comfort, ability to handle bad roads and
intrinsic stability. All this makes it extremely suitable for the Indian market.
Here comes gearless but, curiously enough, in the past one year the scooter
has not only back, but is surging ahead in sales-and this time it is sleeker,
lighter and, most importantly, without gears. Indeed, in a number of B and C
cities
and small towns across India, women and teenagers are taking to
Its easy to see why. Gearless scooters are light and easy to handle, have
sufficient compartments to carry goods and go easy on fuel, much like
mopeds, with their almost legendary fuel-saving ability.
In fact, in recent times, auto industry experts say there has been a discernible
shift of buyers from mopeds to gearless scooters as the latter cost just a coupe
of thousand more and come with sturdier bodies and better looks.
Around two year ago when sales of geared scooters started falling, a number
of companies led by Honda Motor and Scooters India, which did not have a
motorbike model in the market, launched gearless scooters in an effort to grow
this segment.
The gearless scoters segment (75-125 cc) comprises four major players:
Honda with the Active and the Dio; Kinetic with the Zoom and the Nova;
Bajaj with the Sunny and the Saffire; and TVS with the Scooty.
The Honda Actives fast growth has encouraged other players to come out
with new offerings to increase the market shar. One example is Kinetic
Engineering; wit sister company Hinetic Motor, who are the pioneers in the
gearless scooters segment and the largest manufacturer of gearless scooters in
India starting from humble beginnings with the Luna moped in 1970.
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Kinetic energy:
In the past one year the Kinetic group has launched a number of automatic
scooter models in the domestic market, which has helped it to get customers
who might have otherwise opted for motorcycles. The company is focusing on
designing scooter models specifically suited for Indian conditions.
For instance, its 115-cc four-stroke Kinetic Nova is designed for Indian
conditions in its styling and utility. Its success has encouraged the company
launch new variants with special features. The company has also come out
with a two-year warranty for its Nova, launched last year, as an added
attraction to foster customer retention.
In January 2003 the Kinetic group launched the premium Nova DLX priced at
Rs. 35,576 ex-showroom price Delhi, and announced that it would launch
another gearless scooter by the end of the year.
Also recently, the Nova DLX launched the Mileage Expert, an electronic
device, which keeps the rider informed of fuel efficiency during the ride and
the company claims it improves efficiency by 10 percent.
Southern spirit:
The South-based TVS Motor is another major player in the gearless scooters
market It is also aspiring to become a leadership position in the gearless
scoters segment.
TVS is planning a new Scooty with a 100-plus cc engine and as part of the
flexible and low-cost product development strategy, the new Scooty is
expected to share the engine with the TVS Victor, which comes with a 110 cc
four-stroke engine. Company sources say the Victor engine can be easily fitted
into the new Scooty with minor modification.
TVS is also a major in the mopeds segment with its TVS Champ and hopes to
replicate its success with gearless scooters as well. The new Scooty launch is
part of TVS larger plan to beef up its product portfolio.
In all, TVS plans to roll out six new models of scooters and motorcycles next
fiscal with a total investment of Rs. 600 corer during the next three years to
expand its product range in the domestic market.
Two Wheeler segment as a whole during the year 2004-05 grew by over 15%
Backed by Governments initiative on rural roads and better connectivity with
major towns and cities, improved agricultural performance, upward trend of
purchasing power in the hands of rural people, the two wheeler industry was
able to achieve the record performance of crossing 6 million two wheelers
with exact sales standing at 6,208,860 during the year 2004-05.
Hero Honda
47%
Bajaj Auto
30%
Future Focus
In the future TVS Motor Company will be one among the top two 2 wheeler
companies in India and one among the top five 2-wheeler companies in Asia.
With rise in per capita income, lowering of interest rates, changes in consumer
preference towards trendier two-wheelers, there was a conscious shift in the
composition of two wheeler industry led by increase in the demand of
motorcycle as against scooters and moped. In FY04 out of the total twowheeler industry of 506 m units, the share of motorcycle was 77% as against
42% in FY99. During the period FY97 to FY04, while two-wheeler industry
grew CAGR of 10% the demand for motorcycle grew at 27% CAGR.
However, TVS managed to achieve a CAGR of 11%. Thus while competitors
were cashing on this boom, TVS market share was declining due to lack of a
4 stroke model in its stable. This fall has been somewhat restricted with the
introduction of Victor in 2003.
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CHAPTER - 4
DATA ANALYSIS
AND INTERPRETATION
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Response
No of Customers
Below 20
21-30
40
31-40
25
41-50
17
Above 50
10
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No of Customers
45
40
35
30
No of Customers
25
20
15
10
5
0
Below 20 21-30
31-40
41-50 Above 50
Interpretation:
The highest number of respondents falls in the age group 20-40. The rest of the
population under study can be listed in the following descending order of distribution
the working age group, the older age group, the middle age group, and senior
citizens
Response
No of Customers
TVS XL
48
SCOOTY SERIES
PEP SERIES
10
VICTOR SERIES
15
12
APACHI SERIES
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No of Customers
60
50
40
30
20
10
0
SE
RI
ES
CI
TY
SE
RI
ES
ST
AR
PE
P
TV
S
XL
No of Customers
Interpretation:
In the TVS bikes the customers are giving more preference to TVS XL , Star
city series & Victor series rather than Scooty series, Apachi and PEP series.
Response
No of Customers
Below 3000
19
3001-6000
39
6001-8000
11
8001-10000
Above 10,000
22
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No of Customers
45
40
35
30
25
20
15
10
5
0
10
,0
00
Ab
ov
e
10
00
0
80
01
-
80
00
60
01
-
60
00
30
01
-
Be
lo
w
30
00
No of Customers
Interpretation:
In the base of economically, It is used in the base of income i.e. 19% income
group below 30000, 39% of 3001-6000, 11% of 8001-10000 and rest of used in the
rarely above income 10,000.
Response
No of Customers
Farmer
20
Private employee
34
Government employee
10
Student
Business
29
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No of Customers
40
35
30
25
20
15
10
5
0
Bu
si
ne
ss
pl
oy
ee
en
te
m
G
ov
er
nm
Fa
rm
er
No of Customers
Interpretation:
Occupationally and professional the motor bike has been used i.e. 20%
preferred by farmers, 34% preferred by private employees and 10% preferred by
government employees & 7% preferred by students and remaining 29% preferred by
business people.
Response
No of Customers
Personal use
83
Official use
17
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No of Customers
90
80
70
60
No of Customers
50
40
30
20
10
0
Personal use
Official use
Interpretation:
With the above analysis, from the 100 respondents, 83% are using for the
purpose of personal , and the remaining 13% of respondents are using for official .
Response
No of Customers
Reddy cash
58
Bank loan
24
Private loan
18
Page-
No of Customers
70
60
50
No of Customers
40
30
20
10
0
Reddy cash
Bank loan
Private loan
Interpretation:
With the above analysis, from the 100 respondents, 58% people are prefer to
buy in ready cash mode & 24% people are prefer to buy using bank loan and
remaining 18% people are prefer to busy using private loan.
Response
No of Customers
Highly satisfied
10
Satisfied
60
Page-
10
Not satisfied
12
No of Customers
70
60
50
40
30
20
10
0
at
is
fe
d
H
ig
hl
y
no
ts
sa
tis
fe
d
eu
tr
al
ly
N
H
ig
hl
y
sa
tis
fe
d
No of Customers
Interpretation:
Out of the responses obtained from 100 customers 10% said that they highly
satisfied regarding price, 60% said that they satisfied, 22% said that they not satisfied
and 8% said that they highly not satisfied.
Response
No of Customers
Brand Name
15
Page-
19
Performance
28
Mileage
21
17
No of Customers
30
25
20
15
10
5
0
se
rv
ic
e
Af
te
rs
al
e
an
ce
Pe
rfo
rm
Br
an
d
am
No of Customers
Interpretation:
From the above it can be stated that general normally any one while
purchasing a four wheeler most of the members are seeing 28% of members are
seeing performance and 21 % of members are seeing Mileage And 19% of members
are seeing PRICE and 17% of members are seeing after sale services and 17% of
members are seeing Brand Image.
Response
No of Customers
Page-
20
School level
College level
35
Others
43
No of Customers
50
45
40
35
30
25
20
15
10
5
0
O
th
er
s
le
ve
l
Co
lle
ge
Sc
ho
ol
le
ve
l
Illi
te
ra
te
No of Customers
Interpretation:
In the base of education qualification, with the above analysis, from the 100
respondents, 20% of the people are illiterate and 2% of the people are school level &
35% of the people are college level and remaining 43% of the people are others.
10 What are the opinions does the respondent have after sale services?
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No of Customers
Highly satisfied
14
Satisfied
45
Neutrally satisfied
32
Not satisfied
No of Customers
50
45
40
35
30
25
20
15
10
5
0
at
is
fe
d
no
ts
H
ig
hl
y
sa
tis
fe
d
eu
tr
al
ly
N
H
ig
hl
y
sa
tis
fe
d
No of Customers
Interpretation:
Out of the responses obtained from 100 customers 14% said that they highly
satisfied after sale service, 45% said that they satisfied, 32% said that they neutrally
satisfied and 8% said that they not satisfied and remaining 1% people are said that
highly not satisfied after sale service provided by TVS motors.
11
About convenience does the respondent are satisfying when the delivered as
per the allotment times?
Page-
Response
No of Customers
Highly satisfied
25
Satisfied
40
Neutrally satisfied
15
Not satisfied
10
10
No of Customers
45
40
35
30
25
20
15
10
5
0
at
is
fe
d
no
ts
H
ig
hl
y
sa
tis
fe
d
eu
tr
al
ly
N
H
ig
hl
y
sa
tis
fe
d
No of Customers
Interpretation:
According to my survey, Out of 100 respondents 25% of the people
highly satisfied at the time of vehicle delivered as per the allotted time in TVS
motod. And 40% of the people satisfied & 15% of the people neutrally satisfied
& 10% of the people not satisfied and the remaining 10% of the people says
hoghly not satisfied about the time of vehicle delivered as per the allotted time
in TVS Motors.
Response
No of Customers
Excellent
28
Good
38
Bad
24
Very poor
10
No of Customers
40
35
30
25
No of Customers
20
15
10
5
0
Excellent
Good
Bad
Very poor
Interpretation:
In the sample taken out of 100 respondents 28% of the people feel service
charges/repair charges were Excellent & 38% of the people says good. On the other
hand 24% of the people says bad and remaining 10 % of the people feel the service
charges/repair charges were very poor.
Response
No of Customers
Yes
71
No
29
No of Customers
80
70
60
50
No of Customers
40
30
20
10
0
Yes
No
Interpretation:
A look at the chart shows that 71% of the members are suggesting to friends
and 29% of the members are not suggesting.
Response
No of Customers
Highly satisfied
55
Satisfied
25
Neutrally satisfied
12
Not satisfied
No of Customers
60
50
40
30
20
10
0
at
is
fe
d
no
ts
H
ig
hl
y
sa
tis
fe
d
eu
tr
al
ly
N
H
ig
hl
y
sa
tis
fe
d
No of Customers
Interpretation:
Out of the responses obtained from 100 customers 55 % said that they highly
satisfied of quality of service after sale being provided, 25% of the people are
satisfied, 12% of the people are neutrally satisfied and 8% of the people that they
highly not satisfied of quality of service after sale being provided.
No of Customers
Highly satisfied
40
Satisfied
30
Neutrally satisfied
15
Not satisfied
10
No of Customers
45
40
35
30
25
20
15
10
5
0
at
is
fe
d
no
ts
H
ig
hl
y
sa
tis
fe
d
eu
tr
al
ly
N
H
ig
hl
y
sa
tis
fe
d
No of Customers
Interpretation:
Out of the responses obtained from 100 customers 40% said that they highly
satisfied regarding Mileage of the bike, 30% said that they satisfied, 15% said that
they neutrally satisfied and 10% said that they not satisfied and remaining 5% said
that they highly not satisfied about mileage of the preferred bike.
Response
No of Customers
Product variety
21
Brand
24
Pricing
35
Offers
20
No of Customers
40
35
30
25
No of Customers
20
15
10
5
0
Product variety Brand
Pricing
Offers
Interpretation:
From the above table it is shown that 35% of the respondents are citing Price
as the factor. While 24% cited brand image as the reason for choosing the service 21%
cited Product variety as the factor. As far as Offers is concerned only 20% of the
respondents have quoted it as the reason for choosing this service.
No of Customers
Better Service
45
35
Better returns
15
Others
No of Customers
50
45
40
35
30
25
20
15
10
5
0
re
tu
rn
s
Be
tt
er
Be
tt
er
Se
rv
ic
e
No of Customers
Interpretation:
From the source of field survey, out of 100 respondents 45% of the people
expect betterment of service from TVS motors & 35% of the people better settlements
and claims & 15% of the people better returns & 5% of the people need other futures
in TVS motors.
18 Based on your overall experience would you visit this service centre again?
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No of Customers
Yes
72
No
28
No of Customers
80
70
60
50
No of Customers
40
30
20
10
0
Yes
No
Interpretation:
According to my survey 72% of people like to say that, they are recommended
to visit this service centre again & 28% of the people are not recommended to visit
this service centre again.
19 Did you find service centre staff co-operative, Courteous & polite?
Page-
Response
No of Customers
Excellent
21
Satisfied
45
Average
23
Not satisfied
No of Customers
at
is
fe
d
No of Customers
H
ig
hl
y
no
ts
Av
er
ag
e
Ex
ce
lle
nt
50
45
40
35
30
25
20
15
10
5
0
Interpretation:
Out of 100 respondents 21% of the people say excellent service centre staff
very co-operative in TVS motors. 45% of the people satisfied & 23% of the people
average & 8% of the people are not satisfied and remaining 3% people are highly not
satisfied.
Response
No of Customers
Convenience
53
Economical
30
Security
Features
13
No of Customers
60
50
40
30
No of Customers
20
10
Fe
at
ur
es
Se
cu
rit
y
Ec
on
om
ic
al
Co
nv
en
ie
nc
e
Interpretation
In todays busy world convenience seems to be the most overriding factor. It is
clear that 53% of the respondents have preferred this service due to easy & hands free
availability, making it convenient to use it. On the other hand 30% have said economy
of the service, and 4% of the respondents said that security as their choice. While 13%
said features as the reason for preferring the service.
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CHAPTER - 5
FINDINGS
CONCLUSION
SUGGESTIONS
QUESTIONARIES
BIBILOGRAPHY
Page-
FINDINGS
Majority of the respondents in the age group between 21 30 years are using
TVS XL Super series and majority of the respondents in the income level of Rs.
3001 4000 are satisfied with the price of TVS vehicle.
Majority of the respondents are using the vehicle for personal use and they had
taken test drive before purchase. Most of the respondents in the school level
education and they are satisfied with the after sales service provided by the
dealer.
Majority of the respondents feel comfort with the after sales service and they
recommend the TVS brand to others.
TVS vehicles are mainly preferred for its Power & Pickup and Safety & Comfort.
Majority of the respondents are satisfied with the Design / Style and Safety &
Comfort and also feel that the performance of TVS is good.
Most of the respondents (72%) are satisfied with the service of the salesman and
least number of respondents(28%) are not satisfied.
Page-
60% of the respondents were offered test drive and 40% of Respondents were not
Most of the respondents (60%) feel brand name is important 40% of the
respondents feel brand name is not important.
Most of the respondents feel mileage (80%) price (75%) and low maintenance
(60%) and 30% of respondents feel brand name is important 20% of respondents
feel wide range of respondents is important.
Most of the respondents are need of less labour charges (35%)And Service in
time (32%) and 18% of respondents need reliable Service and few of the
respondents need well trained mechanics (8%) And availability of Spares (7%).
Most of the respondents face the problem of delay in service (39%)And high
price of spare parts (36%) some of the respondents face problem of not easily
availability of spares (17%) and low quality Of spare parts (7%).
Most of respondents rate the service performance as good (42%) And Average
(33%) some of the respondents rate as very good (16%) And bad (9%).
Page-
Most of the respondents have complaint about delay in availability of spare parts
and high price.
SUGGESTIONS
TVS Motors has to update its technology to meet the changing customer needs
and preferences to cope up with the competitions in the market.
Offers & Discounts can be given by the dealers to delight the loyal customers.
Helmet and its holder can be provided as a gift for the new customers.
Though customers are satisfied by the free service offered by the dealers,
adequate steps might be made to increase the quality in services that will result
best in customer satisfaction.
The company can increase the service stations and reduce their service
charges.
To fulfill the needs of the respondents Eswar TVS should set new branches in
the Anantapuramu and near surroundings to reach the maximum number
customers.
Page-
According to the survey most of the respondents are in the need of the
improvement in providing service in time and lesslabour charge Eswar TVS
should take action by recruiting well trained service staff and. And implement
machineries to provide service in time.
To know the problems faced by the customers at the time of post sale service
should conduct free check up camps and collect the feedback of at the time of
service.
CONCLUSION
Its growth has created a milestone changes in the preference for two wheelers.
But new arrivals of various other brands have really shaken its market in an
expected manner.
But better services like after sales service, free service, customer relation will
retain the existing user in the same brand.
If it is properly executed then the company will be ranked first in the market.
Page-
Thus the behavioral changes of customers before and after the purchase of
vehicle is based on the performance of vehicle and after sales service provided
by the dealers.
Most of the respondents are satisfied with the services of Eswar TVS motors.
Less labour charge and service in time service in time and increase in number
of service station they are three major parameters in demand.
The sale of scooty and victor are high as compared other vehicles.
Most of the respondents feel good about TVS two-wheeler vehicles.
Page-
QUESTIONAIRE
Customer preference and satisfaction level towards TVS motors
NAME
PROFESSION
(M) (F)
QUESTIONARIES
1. Are you belonging to which age group in the following?
Below 20
21-30
31-40
41-50
Above 50
2. Will you prefer which following model of tvs model?
TVS XL
SCOOTY SERIES
PEP SERIES
VICTOR SERIES
STAR CITY SERIES
APACHI SERIES
3. ARE YOU BELONG TO WHICH INCOME LEVEL RESPONDENT?
Below 3000
3001-6000
6001-8000
8001-10000
Above 10,000
10.What are the opinions does the respondent have after sale
services?
Highly satisfied
Satisfied
Neutrally satisfied
Not satisfied
Highly not satisfied
Page-
13.
Yes
No
14.
provided?
Highly satisfied
Satisfied
Neutrally satisfied
Not satisfied
Highly not satisfied
15.What is the opinion regarding mileage of the preferred bike?
Highly satisfied
Satisfied
Neutrally satisfied
Not satisfied
Highly not satisfied
Page-
BIBLIOGRAPHY
Market Research by Tull and Hawkins
Marketing Management by Philip Kotler
WWW. Tvmotors.com
WWW.tvsvictor.com
www.googl.com
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