PROJECT REPORT

ON

A Study on Customer Perception Towards Tata Motors

Submitted By : Parminder Kaur

Enrollment No.: 160590447

INTERNAL GUIDE EXTERNAL GUIDE

Name: Ms Sakshi Goel Name: Mr Shivendra Kumar

Designation: Assistant Professor Designation: Sales Manager

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 PREFACE
Project report is a part of curriculum in partial fulfillment of Bachelor Degree in Business
Administration (B.B.A),Lala Lajpat Rai Institute of Engineering & Technology (Moga). The
aim of the project is to enhance the practical experience of the student as they get an
opportunity to gain knowledge from the field work and also to learn the opinion on the basis
of responses received to the questionnaire that has been administered, this study is undertaken
as the part of practical training for specified period, which is compulsory for B.B.A scholars.

Out of the fundamental areas in management, MARKETING is adjudged as the most

important area. MARKETING plays a very important role in the organization. The marketing
is the main strength of any organization and this source contribute maximum to the success of
any organization. This study is conducted on one of the important functions in marketing, that
is, Consumers buying behavior towards TATA. The study signifies the importance of
Consumers buying behavior towards TATA in an organization. In the market it is very
essential to know the buying behavior of the consumer. Information on buyer’s behavior is
generally used to predict or diagnose buyer’s action in the markets. Prediction involves
anticipating what buyers will do at some future time. Probably the most common kind of
buyer’s behavior prediction is the sales forecast, which estimates purchase choice of buyer in
the market.

Every organization should have or know the Consumers buying behavior made in the
perspectives of both the organization and as well as the employees to accomplish the
objectives and have a successful performance in order to achieve competitive advantage. The
Indian competition in the market is very volatile and the trend of the market is very much
uncertain and it is very difficult to take decision about particular scrip and the decision taken
today is not valid for tomorrow. Therefore, the research problem I selected is evaluation in
the consumers buying behavior based on Research Analysis and then I have gone for the
analysis of the consumers buying behavior with the help of Questionnaires data and then after
complete study on the project I have given the information in a much easier way through
charts. The study is carried with an objective to guide the customer and speculators based on
the Research design and Analysis. The project that is carried out by me will definitely help
the Marketer and Customer in going according to the buying behavior in order to sustain the
competition

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 ACKNOWLEDGEMENT

In order to make my project I acknowledge a special thanks to all those people without
whose supports it would not be possible for me to complete my report.

First of all I express my sincere thanks to my project guide who had guide to me throughout
my project.

I would also thankful to the AGGARWAL MOTORS LTD for giving me this opportunity to
work on project. I convey my heart full thanks to the Mr. Ashish (TSM OF TATA MOTORS
LTD) and the all staff members of Aggarwal Motors Ltd, with their help and corporation.

Also I would like to express my inner feeling for all the people for co-operating and helping
me throughout the project.

Last but not the least I am thankful to my parents and friends who have provided me with
their constant support throughout this project.

Parminder kaur

160590447

BBA V sem

3
Certificate

4
 DECLARATION BY STUDENT

I hereby declare that the following documented project report titled “A Study on Customer
Perception towards Tata Motors” is an original and authentic work done by me for the
partial fulfillment of Bachelors of Business Administration degree programme at “ Lala
Lajpat Rai Institute of Engineering & Technology”

I hereby certify that all the Endeavour put in the fulfillment of the task are genuine and
original to the best of my knowledge & I have not submitted it earlier elsewhere.

Parminder Kaur

BBA, 5th Semester

160590447

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 CERTIFICATE BY SUPERVISIOR

This is to certify that the project work “A Study on Customer Perception towards Tata
motors” made by Parminder kaur enrollment no.-160590447 is an authentic work carried out
by her under guidance and supervision of Mr. Ramdeep Singh

The project report submitted has been found satisfactory for the partial fulfillment of the
degree of Bachelor of Business Administration.

Internal Supervisor

Mr. Ramdeep Singh

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 TABLE OF CONTENTS

Chapter Particulars Page No.

1. 1-29
 Introduction
 Company profile

2.  Review of Literature

3.  Objectives of the study 38-49

4.  Research Methodology 51
 Limitations of the Study
5.  Data analysis and Interpretations 52
6.  Findings and Conclusions 53
7.  Suggestions and Recommendation 54
A.  References 55
 Bibliography
B.  Annexure and Appendix 56
 Sample of Questionnaire

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 CHAPTER 1

INTRODUCTION

Competition is hitting up in the sports utility vehicle segment (SUV) in India once again.
Even as Mahindra & Mahindra Ltd is in the process of rolling out an integrated marketing
plan to announce the prelaunch of Scorpio, Tata Motors is drawing up an aggressive
marketing strategy to popularize its recently-launched petrol variant of Tata Safari.

For starters, Mahindra & Mahindra Ltd has launched a multi-media ad campaign to promote
the new avatar of Scorpio. Created by Interface Communications, the mass media campaign
includes a series of press advertisements and a television commercial. As for the rationale
behind the prelaunch of Scorpio, says Mahindra & Mahindra Ltd executive vice-president
(marketing & sales) Rajesh Jejurikar: “After conducting an extensive market research (with
AC Nielson), we upgraded our existing model with new features. However, the positioning of
the brand will remain the same so the ad line will continue to be the same—‘Nothing Else
Will Do.’”
The company plans to focus on press ads to highlight the new features and improved fuel
efficiency of the upgraded version of Scorpio. “To support mass media advertising, we’ll be
hosting road shows and ground promos. Till now we have sold over 20,000 Scorpios since
we launched this brand. With this improved version, we will phase out the old brand,” his
adds. In addition, Mahindra & Mahindra has recently launched a nationwide talent search
programmed titled ‘Scorpio Speedster with Timex’ in 10 cities across the country. Through
this initiative, the company plans to strengthen Scorpio’s brand positioning of being a
youthful and sporty SUV, says Mr. Jejurikar Tata Motors is gearing up to launch a new multi-
media ad campaign to announce the new variant of Tata Safari, the petrol version. On Tata
Motors new marketing strategy, says Ogilvy & Mather India clients service director Sharmila
Malekar: “To announce the launch of Tata Safari (petrol variant), we will be launching a
multi-media ad campaign within a month. The new campaign will include, press ads, TVCs
and radio advertising. There will be a new ad line too.”
At present, the baseline for Tata Safari is ‘Make Your Own Roads’. In addition to mass
media advertising, the agency will continue to focus on its CRM initiatives such as the Tata
Safari Explorer Club to promote the new avatar of Tata Safari.

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In the Indian automobile industry, SUVs today account for only 15 per cent of the total
market unlike western countries where it is almost 80 per cent
1.1.2 WHAT IS MARKETING STRATEGY

Marketing strategy is a process that can allow an organization to concentrate its limited
resources on the greatest opportunities to increase sales and achieve a sustainable competitive
advantage. Marketing strategy includes all basic and long-term activities in the field of
marketing that deal with the analysis of the strategic initial situation of a company and the
formulation, evaluation and selection of market-oriented strategies and therefore contributes
to the goals of the company and its marketing objectives.

1.1.3 TYPES OF STRATEGIES

Marketing strategies may differ depending on the unique situation of the individual business.
However there are a number of ways of categorizing some generic strategies. A brief
description of the most common categorizing schemes is presented below:

 Strategies Based On Market Dominance

In this scheme, firms are classified based on their market share or dominance of an industry.

 Porter generic strategies

Strategic scope refers to the market penetration while strategic strength refers to the firm’s
sustainable competitive advantage. The generic strategy framework comprises two alternative
scopes. These are- Differentiation and low-cost leadership each with a dimension of focus-
broad or narrow

 Innovative Strategy

This deals with the firm’s rate of the new product development and business model
innovation. It asks whether the company is on cutting edge of technology and business
innovation.

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1.2 AN OVERVIEW OF INDIAN CAR INDUSTRY

Starting its journey from the day when the first car rolled on the streets of Mumbai in 1898,
the Indian car industry has demonstrated a phenomenal growth to this day. Today, the Indian
car industry presents a galaxy of varieties and models meeting all possible expectations and
globally established industry standards. Some of the leading names echoing in the Indian car
industry include Maruti Suzuki, Tata Motors, Mahindra and Mahindra, Hyundai Motors,
Hero Honda and Toyota Motors etc.

During the early stages of its development, Indian car industry heavily depended on foreign
technologies. However, over the years, the manufacturers in India have started using their
own technology evolved in the native soil. The thriving market place in the country has
attracted a number of car manufacturers including some of the reputed global leaders to set
their foot in the soil looking forward to enhance their profile and prospects to new heights.

In 1940s the Indian automotive industry was at a very low stage. An embryonic automotive
industryemerges in India. In the initial years after independence Indian automobile industry
was plagued by unfavorable government policies. All it had to offer in the passenger car
segment was a 1940s Morris model called the Ambassador. In 1953, government of India and
private sector came together to build an automotive component manufacturing industry to
meet the rising needs of the automobile industry.

Ford and General Motors, sensing the potential, set up local companies that year to sell and
service their motor cars and trucks. In 1928, General Motors India Ltd commenced
assembling trucks and cars in its factory in Bombay, the first car assembled in India rolling
off the assembly line on December 4th. Two years later, Ford Motor Co of India Ltd
commenced assembly of automobiles in Madras, and the next year in Bombay and Calcutta.
And in 1936, Addison & Co Ltd commenced assembly of cars and trucks in Madras.

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Hindustan Motors Ltd, Calcutta, and Premier Automobiles Ltd, Bombay, were established in
1942 and 1944 respectively to progressively manufacture complete automobiles. Hindustan
Motors, a Birla group company, began manufacturing operations in 1948 by assembling
Morris Oxford cars and Bedford trucks, gradually indigenizing the components. In 1957, the
Morris Oxford, substantially indigenized, was re-introduced as the Hindustan Ambassador.

The car sector of India is the seventh largest in the world. The country is the largest
manufacturer of motorcycles and the fifth largest producer of commercial vehicles. Industry
experts have visualized an unbelievably huge increase in these figures over the immediate
future. In the year 2009, India rose to be the fourth largest exporter of cars following Japan,
South Korea and Thailand.

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1.3 COMPANY’S PROFILE

Tata Motors is a part of the Tata Group manages its share-holding through Tata Sons. The
company was established in 1950 as a locomotive manufacturing unit and later expanded its
operations to commercial vehicle sector in 1954 after forming a joint venture with Daimler-
Benz AG of Germany. Despite the success of its commercial vehicles, Tata realized his
company had to diversify and he began to look at other products. Based on consumer
demand, he decided that building a small car would be the most practical new venture. So in
1998 it launched Tata Indica, India's first fully indigenous passenger car. Designed to be
inexpensive and simple to build and maintain, the Indica became a hit in the Indian market. It
was also exported to Europe, especially the UK and Italy. After years of dominating the
commercial vehicle market in India, Tata Motors entered the passenger vehicle market in
1991 by launching the Tata Sierra, a multi utility vehicle. After the launch of three more
vehicles, Tata Estate (1992, a station wagon design based on the earlier 'Tata Mobile' (1989),
a light commercial vehicle), Tata Sumo (LCV, 1994) and Tata Safari (1998, India's first
sports utility vehicle). Tata launched the Indica in 1998, the first fully indigenous passenger
car of India. Though the car was initially panned by auto-analysts, the car's excellent fuel
economy, powerful engine and aggressive marketing strategy made it one of the best selling
cars in the history of the Indian automobile industry. A newer version of the car, named
IndicaV2, was a major improvement over the previous version and quickly became a mass-
favorite. Tata Motors also successfully exported large quantities of the car to South Africa.
The success of Indica in many ways marked the rise of Tata Motors.

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Production

Although the sector was hit by economic slowdown, overall production (passenger vehicles
,commercial vehicles, two wheelers and three wheelers) increased from 10.85 million
vehicles in2007-08 to 11.17 million vehicles in 2008-09. Passenger vehicles increased
marginally from 1.77million to 1.83 million while two-wheelers increased from 8.02 million
to 8.41 million. In recent times, India has emerged as one of the favorite investment
destinations for automotive manufacturers.

•Volvo Buses India is eyeing 35 per cent growth in domestic sales this year at 550-600
unitsas against around 440 units sold in 2008.

•Toyota Kirloskar Motor Pvt Ltd (TKML), the Indian subsidiary of Japan’s Toyota
Motor Corp, is increasing its investment by US$ 164.8 million at its manufacturing site
near Bangalore, to touch US$ 824.32 million by 2016.

•French carmaker, Renault, has completely recast its plans for India as part of a new,
aggressive approach that will see it producing cars in its Chennai plant by 2011.

•Hyundai has made India its global hub for manufacturing small cars. It will invest US$
1 billion in its second plant in Chennai by 2013. In addition, it is also investing US$ 40
million in its research and development (R&D) facility in Hyderabad.

•General Motors has so far invested about US$ 1 billion into its Indian operations.

•Mercedes-Benz will invest about US$ 64. 21 million in its plant at Chakan near Pune.

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Domestic Market

Sales of cars and commercial vehicles have been impacted due to global economic slow
down. However, in spite of that there has been a marginal increase in the number of vehicles
sold in 2008-09 as compared to 2007-08. Total number of vehicles sold including passenger
vehicles, commercial vehicles, two-wheelers and three-wheelers in 2008-09 was 9.72 million
as compared to 9.65 million in 2007-08. According to an Ernst &Young analysis, passenger
vehicle sales in the country will grow at a CAGR of 12 per cent to touch 3.75 million units by
2014 as against 1.89 million units at the end of 2008-09. While domestic market is expected
to contribute 2.75 million units to the totally, the remaining 1 million units would contribute
towards exports. Likewise, as per estimates by CARE Research, the domestic two-wheeler
sales will grow at a CAGR of 8.8 per cent by 2014 at11.3 million units vis-a-vis 7.43 million
units in 2008-09. Honda Siel Cars India (HSCI), the Indian subsidiary of the Japanese giant
Honda Motor Co, said that its sales will register double digit growth in the current financial
year. The company expects its total sales to be around 60,000-65,000 units during the current
year, up from 55,250 cars sold in 2008-09.

Exports

According to the Society of Indian Automobile Manufacturers (SIAM), automobile sales

(including passenger vehicles, commercial vehicles, two-wheelers and three-wheelers) in the
overseas markets increased to 1.53 million units in 2008-09 from 1.23 million units in 2007-
08. Export of passenger vehicles increased from 218,401 in 2007-08 to 335,739 units in
2008-09. The growth in export was led by Hyundai Motor India, followed by others such as
MSIL, Mahindra Renault, Fiat India Automobiles, General Motors India and Honda Cars
India

Policy

In order to make India a power to reckon with in the automotive sector the government
launched the Automotive Mission Plan (AMP) 2006-2016. The vision of the AMP is "to
emerge as the destination of choice in the world for design and manufacture of automobiles
and auto components with output reaching a level of US$ 145 billion accounting for more
than 10 per cent of the GDP and providing additional employment to 25 million people by

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2016." As per the AMP, it is estimated that the total turnover of the automotive industry in
India would be in the order of US$ 122 billion-159 billion in2016. It is expected that in real
terms, India would continue to enjoy its eminent position of being the largest tractor and
three-wheeler manufacturers in the world and the world's second largest two-wheeler
manufacturer. By 2016, India will emerge as the world's seventh largest car producer
(ascompared to the eleventh largest currently) and retain the fourth largest position in world
truck manufacturing sector. Further, by 2016, the automotive sector would double its
contribution to thecountry's GDP from current levels of five per cent to 10 per cent.

1.4 VISION AND MISSION

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1.5 PRODUCT RANGE

Tata Sumo

Production 1994–present

Assembly Pune, India

Successor Victa, Victa DI, Sumo Grande

Class MUV, SUV (Sumo Grande)

Body style 5-door, Body on Frame

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Layout Front Engine, Rear Wheel Drive

Engine 2.0L IDI

Transmission 5-speed manual

Wheelbase 2,400 mm (94.5 in)

Length 4,450 mm (175.2 in)

Width 1,756 mm (69.1 in)

Height 1,906 mm (75.0 in)

Tata Safari

Manufacturer Tata Motors

Also called Tata Dicor

Production 1998–present

Class SUV

Body style 5-door SUV

Engine 2.0L turbodiesel I4

2.2L turbodiesel I4
3.0L turbodiesel I4

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Transmission 5-speed manual

Wheelbase 2,650 mm (104.3 in)

Length 4,650 mm (183.1 in)

Width 1,918 mm (75.5 in)

Height 1,925 mm (75.8 in)

Kerb weight 1,920 kg (4,233 lb)

Related Tata Sumo

Tata Indica

"Tata Indica V2"

Manufacturer Tata Motors

Production 1998–present

Assembly Pune, Maharashtra, India

Class Supermini car

Layout FF layout

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Tata Nano

Manufacturer Tata Motors

Also called one-lakh car

Production 2008–present

Assembly Pantnagar, Uttarkhand, India[1]

Charodi, Gujarat, India (since June 2010)[2]

Class City car

Body style 4-door

Layout RR layout

Engine 2 cylinder SOHC petrol Bosch multi-point

fuel injection (single injector)
allaluminium 624 cc (38 cu in)

Transmission 4 speed synchromesh with overdrive in 4th

Wheelbase 2,230 mm (87.8 in)[3]

Length 3,099 mm (122.0 in)[3]

Width 1,495 mm (58.9 in)[3]

Height 1,652 mm (65.0 in)[3]

Kerb weight 600 kg (1,300 lb)–635 kg (1,400 lb)[3]

Designer Justin Norek of Trilix, Pierre Castine[4]

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ALL Products

Passenger cars and utility vehicles

Tata Sierra (Discontinued)

Tata Estate (Discontinued)
Tata Sumo/Spacio
Tata Sumo Grande
Tata Safari
Tata Indica
Tata Vista
Tata Indigo
Tata Manza
Tata Indigo Marina
Tata Winger
Tata Magic
Tata Nano
Tata Xenon XT
Tata Aria
Tata Venture
Tata Iris

Concept vehicles
2000 Aria Roadster
2001 Aria Coupe
2002 Tata Indiva
2004 Tata Indigo Advent
2005 Tata Xover
2006 Tata Cliffrider
2007 Tata Elegante
2009 Tata Pr1ma
2010 Tata Versa
2010 Tata Essota

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2011 Tata Pixel

Commercial vehicles
Tata Ace
Tata Super Ace
Tata TL/Telcoline/207 DI Pickup Truck
Tata 407 Ex and Ex2
Tata 709 Ex
Tata 809 Ex and Ex2
Tata 909 Ex and Ex2
Tata 1109 (Intermediate truck)
Tata 1512 (Medium bus chassis)
Tata 1612/1616 (Heavy bus chassis)
Tata 1618 (Semi Low Floor bus chassis)
Tata 1623 (Rear Engined Low Floor bus chassis)
Tata 1518C (Medium truck)
Tata 1613/1615 (Medium truck)
Tata 2515/2516 (Medium truck)
Tata Divo (Fully built luxury coach)
Tata CityRide (12 – 20 seater buses for intra-city use)
Tata 3015 (Heavy truck)
Tata 3118 (Heavy truck) (8×2)
Tata 3516 (Heavy truck)
Tata 4018 (Heavy truck)
Tata 4923 (Ultra-Heavy truck) (6×4)
Tata Novus (Heavy truck designed by Tata Daewoo)
Tata Prima (The World Truck designed by Tata Motors and Tata Daewoo)

Military vehicles
Tata LSV (Light Specialist Vehicle)
Tata Mine Protected Vehicle (4×4)
Tata 2 Stretcher Ambulance
Tata 407 Troop Carrier, available in hard top, soft top, 4×4, and 4×2 versions

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Tata LPTA 713 TC (4×4)
Tata LPT 709 E
Tata SD 1015 TC (4×4)
Tata LPTA 1615 TC (4×4)
Tata LPTA 1621 TC (6×6)
Tata LPTA 1615 TC (4×2)
Tata Winger Passenger Mini Bus

1.6 MARKETING STRATEGIES ADOPTED BY TATA

Marketing strategy is a process that can allow an organization to concentrate its limited
resources on the greatest opportunities to increase sales and achieve a sustainable competitive
advantage. Marketing strategy includes all basic and long-term activities in the field of
marketing that deal with the analysis of the strategic initial situation of a company and the
formulation, evaluation and selection of market-oriented strategies and therefore contributes
to the goals of the company and its marketing objectives.

1.6.1 SALES STRATEGY

1.6.1.1 Sales promotion

According to American Marketing Association, sales promotion refers to “those activities

other than personal selling, advertising & publicity that stimulate consumer purchasing &
dealer effectiveness, such as display shows & exhibitions and various other non-recurrent
selling effort not in ordinary routine.”

1.6.1.2 Sales Promotion Objectives

 To increase the sales & encourage the present consumers to use more frequently.

 To attract new customers by means of incentive campaigns etc.

 To build buying habit.

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 To motivate & attract the sales force and get their cooperation.

 To improve manufacturer-dealer relationship.

 To help the new product enter into existing and new market.

1.6.1.3 Importance of Sales Promotion

Spread Information.

Stimulate Demand.

Creates Product Identity.

1.6.1.4 Sales Promotion Method

SALES MEANING OBJECTIVES

PROMOTION
METHOD

1.Price Offers Offering a product at a lower than the To encourage immediate sales,
normal price. attract non-users,etc.

2.Coupon When the consumer is entitled to To encourage product trail, build

redeem a specific standard certificate loyalty, trade – up regular users,
for a product free or in part payment. stimulate re-purchase rate.

3.Discounts Other than normal trade & cash To push more sales to trade, early
discount. cash recovery.

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4.Dealer Sales Where participating dealers are invited To increase sales, buy dealer’s
Contests to compete in terms of the sales loyalty; motivate dealer’s staff to
performance. sell more.

5.Dealer gifts Offer of useful articles & attractive To improve dealer relations, make
gifts to dealers for his personal, family impact on consumer.
or office use.

1.6.1.5 SALES PROMOTION STRATEGY

 Tata True Value Outlet:-

Tata has aided customers by providing them the facility to bring their vehicle to a 'Tata True
Value' outlet and exchange it for a new car, by paying the difference. They are offered loyalty
discounts in return. This helps them retain the customer.

 Tata Call Center:-

Tata has proper customer complain handling cell under the CRM department. The customer
care will help the customers solving all their problems and answer all their grievances.

 Tata Insurance:-

It is launched in 2002 Tata provides vehicle insurance to its customers with the help of
National Insurance Company, Bajaj Allianz. The service was set up by the company with the
inception of two subsidiaries Tata Insurance Distributors Service Pvt. Ltd. And Tata
Insurance Brokers Pvt. Ltd

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1.6.1.6 Promotional Strategies

Road Shows

The company plans to stage road shows, to display vehicles in the pavilions during various
college festivals and exhibition. This car will appeal to youngsters more.

Television advertisements

Advertisements to promote and market our product will be shown on leading television
channels. Major music and sports channels will promote and they will reach out to the youth
will be promoted through Star, Zee, etc as it has more viewers.

Radio

Radio is the medium with the widest coverage. Studies have recently shown high levels of
exposure to radio broadcasting both within urban and rural areas, whether or not listeners
actually own a set. Many people listen to other people's radios or hear them in public places.
So radio announcements will be made and advertisements will be announced on the radio
about the product features and price, qualities, etc.

Print Ads

Daily advertisements in leading newspapers and magazines will be used to promote the
product. Leaflets at the initial stage will be distributed at railway stations, malls, college areas
and various other locations.

Workshops and Seminars

Workshops and seminars will be held in colleges and big corporate to make people aware
about the companies past performance and product features, its affordability and usage, vast
distribution network. Road shows will be conducted where free trials of the car would be
given.

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1.7 COMPETITVE ADVANTAGE OF TATA

 Dealer network across the country

Wide dealership network allows the company to service customers over a wider geographical
area than competitors. Currently, there are 140 outlets of Tata Motors.

 True Value Operations

MUL providing its customers an opportunity to resale their car to MUL or exchange with
anew Tata car under its ‘True Value´ network has proven really beneficial. In FY07True
Value network touched 10000 units a month and more than 90% of that resulted in the
exchange of a new car

 Presence across segments

In a car manufacturing plant, the press shop, paint shop, engine and transmission assembly,
and machine shop are used for manufacturing different models A presence across various
segments ensures that the company retains its existing customers by offering them upgrades
from its portfolio of models.

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 CHAPTER2

REVIEW OF LITERATURE

Consumer Perception
1) Eastwood, D.B, (1985)1: The concept of consumer needs to be understood before getting
an insight about the behavior and perceptions of consumer. Thus, ‘A consumer unit is one or
more persons who collectively generate income and allocate it for consumption among the
members of the unit’ .Making it more clear it can be said that the term customer unit refers
domiciliary which includes individuals, ancestry and those who are living together.
2) (Zeithaml, 1996)2: Perceptions of Consumers’ about a brand are positively enhanced and
dampen with increasing levels of perceived quality and with increasing levels of endure they
ambience respectively. For instance, customers’ judgments of quality are likely to be affected
by the quality suggested by such exotic cues as brand name and price. Brand name, price,
store name/image, and country of origin have also been identified by researchers as extrinsic
cues to (quality) perceptions (Teas and Agarwal, 2000).

2.2 Consumer Buying Behavior

3) (Bhattacharya, C.B. &Sen, S., 2003)3: Customer behavior advert to the mental , emotional
process and the noticeable behavior of customers during searching, buying and post
consumption of a product or service. It includes study of how people buy, what, when and
why they purchase. It amalgam the aspects from Psychology, Sociology, Socio psychology,
Anthropology and Economics. And also tries to evaluate the access on the customers from
groups such as ancestry, friends, reference groups and society in general.

4) ( Aaker, D. J. &Joachimsthaler, E ,2000)4: Checking the inducement of brand names

Consumers can either be subjective or objective. The decisions of customers are also yield by
retail stores selling the products. Sales or the service of the sales ladies or the clerks could be
determined by the package or visual appeal of the retail outlet. moreover, consumers may
select distinct products/brands not only because these products gives the functional or
performance benefits expected, but also because products can be utilized to absolute
consumers’ personality, social dignity or alliance (symbolic purposes) or to fulfill their
internal psychological needs, such as the need for difference or newness.

5) Ritu Narang (2006)5 : With an aim to consider the purchase behavior of the buyers of
branded men’s wear in a study entitled “A Study on Branded Men’s wear”, was catch up in
the city of Lucknow.

This research was executed with objectives as to study the purchase behavior of the buyers of
branded men’s garments, to study the impact of advertising on the purchase decision of
purchasers, to study the effect of promotional activities on purchase behavior of buyers
(Kazmi, 2001;Mathur, 2002). An exploratory type of research was conducted to develop
abstraction about the purchasing behavior of buyers of class men’s attire and the impact of
advertising on their purchase decision. Hence from the study it could be concluded that most
of the times purchasers visit the showrooms of branded attire with the intension of shopping
(Jaishri and Jethwaney, 1999). The purchasing of branded garments is not impetuous.

27
However, compared to female, male buyers visit the showroom for passing the time; the
number of people visiting the showroom with a brand in mind is same as the number of
people visiting the showroom with no brand in mind; And Advertising has maximum effect
in creating brand awareness (Kamalaveni, 2008).
6) Pathak and Tripathi (2009)6 : An exploratory research was executed entitled “Customer
Shopping Behavior among Modem Retail Formats: A Study of Delhi & NCR”. It particularly
emphasis on consumer shopping behavior the modern retail formats in Indian scenario among
(Sumathi, 2003). Objectives of the study are to analyze the factors that affect the buyer's
decisions among the modern retail formats and to inquiry the comparative strength of these
factors in buying decision of the consumers.

7) Mishra, (2009) 7: On the basis of primary as well as secondary research the authors
beamed that retailers tries to apply their own offerings upon consumers and usually over look
the schemes and offerings expected by the customer which eventually cause the
dissatisfaction (Fornell, et al., 2006; 2009). It is also been noticed that in the fast moving
retailing environment, understanding the mind of a customer is difficult for success in
retailing. Agglomerated level picture may be misleading, as it averages the weary and the
cleft. Hence, Individual understanding is adorable
8) Jayashree Y (1998)8: “In the matter of textiles, the consumers go for a wide range of
fabrics to select them, and their desire changes according to the season and geographical
areas. Consumer taste is a controlling aspect in determining the character of goods that
appears in the market. A prudent approach to clothing needs and expense makes the customer
more impressive participates in entire market economy”. Gender has been identified in much
literature on consumer shopping behavior as a crucial aspect in catch on consumer behavior
and as a basic market segmentation index for companies to meet their consumer’ needs and
wants; Marketers should focus to understand the gender differences in decision-making
styles. Research addressing the issue of gender differences in decision-making styles could
assist marketers to identify better ways of communicating with both sexes and to supervise
marketing mix decisions (Mitchell and Walsh, 2004)9.

2.3. Influence of Brand Preference on Consumer Buying Behavior

9) Elliot,R. &Wattanasuwan, K., (1998)9 :Brand preference ascribe to eclectic demand for a
company's brand rather than a product; the degree to which customers select one brand over
another brand. In a perusal to build brand preference exhibiting, the advertising must drive a
target audience to acknowledge the advantages of a brand, often by building its reputation as
a long-established and faithful name in the industry. If the advertising is impressive, the
target consumer will prefer the brand over other brands in any category.

2.4. Consumer Perception and Socio-Cultural Background Of Consumers

10) Henry, W. A., (1976)10: The fashion boosted by the presence of celebrities and socialites
who actually accord to the making of the specific brand. In the events we generally grasp that
the public who are from higher part of the society, are seated on the front rows of a fashion
show or any other big sociable event. Though many times the product does not necessarily
fulfill a commitment, but they develop desire and feelings. So these products are generally
preferred by this particular group. Therefore brand preference takes place.
11) (Kahle, L. R., 1983)11: As a survey conducted in Poland concluded that the Polish
students opiate Polish products like electronics, clothing, cosmetics and variety of other
products. It is apparent that these socio-cultural aspects affect the customers to purchase only
those products made in their own country. Patriotism is a crucial key dimension in this

28
scenario as it affects the consumer behavior. Likewise even some Indians would optate
products made only in India.

2.5 Consumers` Perception And Their Economic Background

12) Jones, B., (1996)12: The target audience plays a very important role in the achievement
of the product. The competitive markets these days are cataract with multiple discretion but
the consumer select his choice as per his financial standing. The size of the dent in his pocket
makes him prioritize his needs. For instance: In spite of there being number of shampoos in
the market, an average middle class family chooses to buy sunsilk because it fits into their
monthly budget. However the key word here is necessity over want.
13) Barry Berman and Joel R. Evans, (2007)13: "As HNI customers become more discerning
about their expenditure in luxury goods, the desire luxury handbag category players are
accretion the bar in uniqueness, exclusivity and artistic value to satisfy customer demand for
true luxury," said Milton Pedraza, CEO of the Luxury Institute. "The Judith Leiber brand is
rated as much for being a work of art as it is rated a luxury by the only pundits who count
wealthy customers who can purchase the brands. Candid surveys are placed on the principle
that highly educated; discerning luxury consumers have the farthest expertise and reliableness
in luxury consumption. The Luxury Institute executes its research with independent panels,
and uses third party analytical firms to tabulate the results so that the true voice of luxury
consumers is aggrandizing for the benefit of their associate and industry executives alike.".

29
 CHAPTER-3

OBJECTIVES OF THE STUDY

 To study the consumer opinion of Tata motors.

 To study the consumer satisfaction towards price of TATA.

 To determine the requirements and needs of the potential customers.

 To know market position of TATA cars in market.

 To know consumer behavior for purchase of four wheeler car.

 To study and to analyze the various Consumer buying behavior in the organization.

30
 CHAPTER-4
4.1 RESEARCH METHODOLOGY

The purpose of methodology is to describe the process involved in research work. It may
include publication research, interviews, surveys and other research techniques, and could
include both present and historical information.
Research methodology is a way to systematically solve the research problem. It may be
understood as a science of studying how research is done scientifically. In it we study the
various steps that are generally adopted by a researcher in studying his research problem
along with the logic behind them. It is necessary for the researcher to know not only the
research methods or techniques but also the methodology.

4.1.1 RESEARCH DESIGN

Research designs are concerned with turning the research question into a testing project. The
best design depends on your research questions. Every design has its positive and negative
sides. The research design has been considered as a "blueprint" for research, dealing with at
least four problems: what questions to study, what data are relevant, what data to collect, and
how to analyze the results.

4.1.2 RESEARCH TYPES

Exploratory Research:

Exploratory research is a type of research conducted for a problem that has not been clearly
defined. Exploratory research helps determine the best research design, data collection
method and selection of subjects. It should draw definitive conclusions only with extreme
caution. Given its fundamental nature, exploratory research often concludes that a perceived
problem does not actually exist. Exploratory research often relies on secondary research such
as reviewing available literature and/or data, or qualitative approaches such as informal
discussions with consumers, employees, management or competitors, and more formal

31
approaches through in-depth interviews, focus groups, projective methods, case studies or
pilot studies. The Internet allows for research methods that are more interactive in nature.

Descriptive research:

Descriptive research, also known as statistical research, describes data and characteristics
about the population or phenomenon being studied. However, it does not answer questions
about eg: how/when/why the characteristics occurred, which is done under analytic research.
Although the data description is factual, accurate and systematic, the research cannot describe
what caused a situation. Thus, Descriptive research cannot be used to create a causal
relationship, where one variable affects another. In other words, descriptive research can be
said to have a low requirement for internal validity. The description is used for frequencies,
averages and other statistical calculations. Often the best approach, prior to writing
descriptive research, is to conduct a survey investigation. Qualitative research often has the
aim of description and researchers may follow-up with examinations of why the observations
exist and what the implications of the findings are.

Causal Research:

It is the testing of a hypothesis on the cause and effect within a given market. Casual
Research explores the effect of one thing on another and more specifically, the effect of one
variable on another. The research is used to measure what impact a specific change will have
on existing norms and allows market researchers to predict hypothetical scenarios upon
which a company can base its business plan. For example, if a clothing company currently
sells blue denim jeans, casual research can measure the impact of the company changing the
product design to the color white. Following the research, company bosses will be able to
decide whether changing the color of the jeans to white would be profitable. To summaries,
casual research is a way of seeing how actions now will affect a business in the future.

32
4.1.3 DATA COLLECTION METHOD
Market research requires two types of data i.e. secondary data and primary data. Primary data
has been used abundantly for the study. Well-structured questionnaires were prepared & the
survey was undertaken. Feedback for the display has been taken by asking questions &
observation has also done to gather primary information.

There is also a use of secondary data, collected from the various journals, books, and
websites & from company managers.

The selection of respondents were accordingly to be in a right place at a right

time and so the s a m p l i n g w e r e q u i t e e a s y t o m e a s u r e , e v a l u a t e a n d c o -
o p e r a t i v e . I t w a s a r a n d o m l y a r e a sampling method that attempts to obtain the
sample of convenient.

PRIMARY:

For my survey primary data have been used as a questionnaire to collect the data.

SECONDARY:

The secondary data has been collected from the following modes:
 Magazines
 Newspaper
 Data through internet sources
 Data collected from organization

Area of research:

Research approach: Survey method

Sample size: 100 respondents

Sampling Method: Random Convenience sampling

Measuring Tool: Questionnaire

33
4.1.4 SAMPLING PROCEDURE:

Random Convenience sampling

It is a sampling method in which units are selected based on easy access/availability. The
disadvantage of convenience sampling is that the units that are easiest to obtain may not be
representative of the population. For example products on top of a box of parts may be a
different quality from those at the bottom, people who are at home when the market
researcher calls may not be representative of the entire population. It is also called as
Accidental Sampling.

4.2 LIMITATIONS OF THE STUDY

 The study is confined to Gaya area only.

 There is possibility of sampling errors in the study.

 The responses of the consumers may not be genuine.

 The questions included in the questionnaire may not be comprehensive.

 Continuous and reliable information was not available.

 Some of the information was confidential so much information was not revealed

 The time span of the survey was short and hence only major aspects were considered.

 Availability of the respondents amidst their busy schedule did not permit detailed
study.

 This study will be limited to only some areas of Gaya.

 Lack of professional approach since researcher is a student.

 The sample size is only 100 so the sample may not be truly representative of the Gaya
population.

34
 CHAPTER 5

DATA ANALYSIS AND INTERPRETATIONS

a) What is your age ?

S. No. Factors Respondents

1. 18-20 yrs 8
2. 21-25 yrs 38
3. 26-30 yrs 24
4. 31-35 yrs 12
5. 36-40 yrs 8
6 Above 40 yrs 10

Factors
40
35
18-20 yrs
30
25 21-25 yrs

20 26-30 yrs
15 31-35 yrs
10 36-40 yrs
5 Above 40 yrs
0
18-20 yrs 21-25 yrs 26-30 yrs 31-35 yrs 36-40 yrs Above 40 yrs

INTERPRTATION:
From the above graph it is analyzed as follows;
 8 customers falling under the group of 18-20 years.
 38 customers falling under the group of 21-25years.
 24customers falling under the group of 26-30years.
 12 customers falling under the group of 31-35years.

35
  8 customers falling under the group of 36-40years.
 10 customers falling under the group of above 40 years.
It is observed from the graph that majority of the customers fall under the age group of 21-25
years.

b) What is your Occupation?

S. No. Factors No of Respondents

1. Servicemen 4
2. Businessman 16
3. Student 24
4. Employee 56

Factors
60 56
50
40
30 24 Servicemen
20 16
4 Businessman
10
0 Student
Employee

INTERPRTATION:
From the above graph it is analyzed as follows:

36
  56 customers’ works as Employee.
 24 customers are students.
 16 customers are Businessmen.
 4 customers are Servicemen.

c) What is your monthly income?

S. No. Income No of Respondents

1. 5,000 - 10,000 18
2. 10,001 - 15,000 12
3. 15,001 - 20,000 30
4. Above 20,000 40

no. of respondent

18
40
12 5000-10,000
10,001-15,000
15,001-20,000
above 20,001
30

INTERPRTATION:
From the above graph it is analyzed as followed,
 18 customers fall under the category of 5,000 – 10,000.
 12 customers fall under the category of 10,001 – 15,000

37
  30 customers fall under the category of 15,001 – 20,000.
 40 customers fall under the category of above 20,001.

d) If you opt a Car from TATA, what type of Car would you go for?

S. No. Factors No of Respondents

1. Indica 48
2. Safari 20
3. Manza 10
4. Nano 22

Cars
50

40

30 Indica
Safari
20
Manza
10
Nano
0
Indica
Safari
Manza
Nano

INTERPRTATION:
From the above graph it is analyzed as followed,
 48 customers prefer Indica.
 20 customers prefer Safari.
 10 customers prefer Manza.
 22 customers prefer Nano.

38
e) What sort of a Car were you looking for?

S. No. Factors No of Respondents

1. Fuel Efficient 61
2. High Pickup 5
3. Trendy 14
4. Cost Efficient 20

Factors
70 61
60
50
40 Fuel Efficient
30 High Pickup
20 20
14 Trendy
10 5
0 Cost Efficient
Fuel
High
Efficient Trendy
Pickup Cost
Efficient

INTERPRTATION:
From the above graph it is analyzed as followed:

 61 customers have opted for fuel efficient.

 5 customers have opted for high pick up.

 14 customers have opted for Trendy.

 20 customers have opted for Cost efficient.
It is been clearly observed that most of the customers preferred for Fuel Efficient.

39
f) What made you to buy TATA vehicle?

S. No. Features No. of Respondents

1. Model 23
2. Price 13
3. Quality 21
4. Brand Name 29
5. Other Benefits 14

35
29
No. of Respondents

30
Model
25 23
21 Price
20
14 Quality
15 13
Brand Name
10
Other Benefits
5
0
Model Price Quality Brand Other
Name Benefits

Reason for buying TATA Vehicle

INTERPRETATION
From the above graph it is analyzed that as follows:
 29% of the customer’s opted Tata vehicle basing on the brand name.
 23% basing on the model.
 21% basing on the quality.
 14% basing on other benefits.
 13% basing on the price.
 The brand name of the TATA and quality of product should be taken care of while
providing service.

40
g) What is the best feature of your Car?

S. No. Factors No. of

respondents
1. Mileage 62
2. Trendy 20
3. Resale value 12
4. Comfortable 6

Factors

6
12
Mileage
20
62 Trendy
Resale value
Comfortable

INTERPRTATION:
From the above graph it is analyzed that as follows:

 62 customers have told that Mileage is the best feature of their Car.

 20 customers have told that Trendy is the best feature of their Car.

 12 customers have told that Resale value is the best feature of their Car.
 6 customers have told that Comfortable is the best feature of their Car.
 It is seen that 62 customers have given the option for Mileage as the best feature of
their Car.

41
h) What still more do you want to improve in your Car?

S. No. factors No of respondents

1. High pickup 48
2. Trendy 14
3. Mileage 34
4. Durability 4

Factors
48
50

40
34
30 High pickup
20 14 Trendy
10 Mileage

0 4 Durability
High
Trendy
pickup Mileage
Durability

INTERPRTATION:
From the above graph it is analyzed that as follows:

 48 customers wanted improvement in the Pickup.

 14 customers wanted improvement in the trendy looks of the Car.

 34 customers want improve with the Mileage.

 4 customers wanted improvements with the Durability of the Car.

It is that majority of the customers wanted improvement in regard to the Mileage.

42
 Perception about Tata’s showroom (Aggarwal Motors)

Q.1 Knowledgeable salesperson (about product)

Particulars No. of respondents Percentage

Strongly agree 77 77%
Agree 18 18%
Disagree 5 5%
Strongly disagree 0 0%

no. of respondents
0%

5%

18%
strongly agree
agree
disagree
strongly disagree

77%

INTERPRTATION:
 77% of the Respondents were strongly agree with knowledgeable salesperson
 18% of the Respondents were agreeing at the same time.
 5% of the respondents were disagree with this.

43
Q.2 Employees spent enough time with you before sales and during sales?

particulars no. of respondents Percentage

Strongly agree 77 77%
agree 18 18%
disagree 5 5%
Strongly disagree 0 0%

no. of respondents
0
5
18

Strongly agree
Agree
Disagree
77
Strongly disagree

INTERPRTATION:

 55% of the respondent were strongly agree and says that employ spend enough time
before sales.
 36% of respondent were agree with this questionnaire.
 5% of respondent were neither agree nor disagree.
 4% of respondent were disagree they said that employ not spend enough time during
sales or before sales.

44
Q.3 Availability of the product in showroom (Aggarwal motors)

Particulars No. of respondents Percentage

Strongly agree 0 0%
Agree 50 50%
Neither agree nor disagree 14 14%
Disagree 0 0%
Strongly disagree 36 36%

Strongly disagree Disagree

Neither agree nor disagree Agree
Strongly agree
0% 0%

14%

50%

36%

Fig 4.3

INTERPRETATION:

 50% of the respondent were agree and says that products are available in showroom
(Aggarwal motors ltd.).
 36% of respondent were agree with availability of product in showroom (Aggarwal
motors ltd.).
 14% of respondent were neither agree nor disagree.

45
 Q.4 Attractive discounts offered

Particulars No. of respondents Percentage

Strongly agree 55 55%
Agree 41 41%
Neither agree nor disagree 4 4%
Disagree 0 0%
Strongly disagree 0 0%

Strongly Neither agree Disagree

disagree nor disagree 0%
0% 4%

Agree
Strongly agree 41%
55%

INTERPRETATION:

 55% of the respondents were strongly agreed with attractive discount offered.
 41% of respondent were agree with discount offered.
 4% of respondent were neither agree nor disagree.

46
Q.5 Offered a test drive?

Particulars No. of respondents Percentage

Strongly agree 41 41%

Agree 32 32%

Neither agree nor disagree 18 18%

Disagree 9 9%

Strongly disagree 0 0%

45 41%
40
35 32%
30
25 No. of…
18%
20
15
9%
10
5
0
Strongly Agree Neither Disagree
agree agree nor
disagree

INTERPRETATION:

 41% of the respondents were strongly agreed with test drive offered.
 32% of respondent were agree with test drive offered.
 18% of respondent were neither agree nor disagree.
 9%of respondent said that they do not offer test drive.

Q.6 Respond to complaints quickly

47
Particulars No. of respondents Percentage

Strongly agree 5 5%

Agree 41 41%

Neither agree nor disagree 36 36%

Disagree 18 18%

Strongly disagree 0 0%

Strongly
Strongly
agree Chart Title disagree
5%
Disagree 0%
18%

Agree
41%

Neither agree
nor disagree
36%

INTERPRETATION:

 Only 5% of the respondents were strongly agreed with quickly respond to complaints.
 41% of respondents were agreeing with quickly respond to complaints.
 36% of respondents were neither agree nor disagree with quickly respond to
complaints.
 18% of respondents were strongly disagreeing.

Q.7 All the commitments are fulfilled

48
Particulars Percentage
No. of respondents
Strongly agree 9%
9
Agree 23%
23
Neither agree nor disagree 45%
45
Disagree 18%
18
Strongly disagree 5%
5

Strongly Strongly Disagree

agree disagree 18%
9% 5%
Agree
23%

Neither
agree nor
disagree
45%

Fig 4.4

INFERENCE:

 Only 9% of the respondents were strongly agree with fulfilled of commitments.

 23% of respondent were agree with fulfilled of commitment.
 45% of respondent were neither agree nor disagree.
 18%of respondent were disagree.
 5% of respondent were strongly disagree.

49
 Q.8 Employees spent enough time with you after sales. (Service)

Particulars
No. of respondents Percentage
Strongly agree
32 32%
Agree
36 36%
Neither agree nor disagree
27 27%
Disagree
5 5%
Strongly disagree
0 0%

Strongly Disagree
disagree 5%
0%

Strongly agree Neither agree

32% nor disagree
27%

Agree
36%

Fig 4.4

INFERENCE:

 32% of the respondents were strongly agree with good service provided by Aggarwal
motors.
 36% of respondent were agree with good service provided by Aggarwal motors. .
 27% of respondent were neither agree nor disagree.
 5%of respondent are disagree with service provided by Aggarwal motors.

50
 CHAPTER-6

FINDINGS

Basing on the data gathered from the customers, which was analyzed, the Following
observations are made.
 It has been clearly observed that most of the customers preferred for Fuel Efficient
Vehicle.
 The brand name of the TATA and quality of product made customers to buy its
vehicles.
 Majority of people termed Mileage as the best feature of their car.
 It is also observed that majority of the customers wanted improvement in regard to the
Mileage.
 Aggarwal Motors LTD have well knowledgeable sales persona and they spend
enough time with customer.
 All model and colors of Tata’s car is available in showroom.
 Aggarwal Motors LTD always offer test drive to every customer and discount offer.
 But Aggarwal motors LTD are not providing better service after sales.
 According to sample, TATA motors are providing better safety than other car’s
manufacture.

CONCLUSIONS

The study was conducted to measure,” THE CUSTOMER PERCEPTION in purchasing

TATA VEHICALS. The study was conducted on 100 Customers. A questionnaire was

designed to understand the market and create awareness about TATA MOTORS. Based on

the questionnaire, data was collected and analyzed .Suggestions are provided based on

customer requirements and market situation. A nearest attempt has been made to make the

study realistic and suggestive, but it is not claimed that the findings and suggestions in the

report are perfect.

51
 CHAPTER-7

SUGGESTIONS AND RECOMMENDATIONS

 Service (after sale) is not good most of the customer are saying, so company
should improve the service facility.
 Aggarwal motors should takes less time as much as possible to fulfill the
commitments to make a good picture in consumer‘s mind.
 All the vehicles of TATA must be available at the each and every showroom.
 Company should fulfill the commitments.

52
 BIBLOGRAPHY

BOOKS:

•KOTLER PHILIP AND ARMSTRONG,

• GARY MARKETING MANAGEMENT

•MARKETING RESEARCH by R Nandagopal & K Arul Rajan

MAGAZINES:

•MONEY TODAY

•BUSSINESS WORLD

•OUTLOOK PROFIT

•INDIA TODAY

WEBSITES”

•Tatamotors.com,

•Yahoofinance.com,

•Valuereseacrhonline.com

53
B. ANNEXURE

SAMPLE OF QUESTIONNAIRE

1. What is your age?

18-20 yrs [ ] 21-25 yrs [ ]
26-30 yrs [ ] 31-35 yrs [ ]
36-40 yrs [ ] above 40 yrs [ ]
2. What is your Occupation?
Supervisor [ ] Businessman [ ]

Student [ ] Employee [ ]

3. What is your monthly income ?

a. 5,000 - 10,000 [ ] 10,000 – 15,000 [ ]
b. 15,000 - 20,000 [ ] Above 20,000 [ ]
4. If you opt a Car from TATA, what type of Car would you go for?
a. Indica [ ] Safari [ ]
b. Manza [ ] NANO [ ]
5. What sort of a Car were you looking for?
a. Fuel Efficient [ ] High Pickup [ ]
b. Trendy [ ] Cost Efficient [ ]
6. What made you to buy this vehicle?
a. Model [ ] Price [ ]
b. Quality [ ] Brand Name [ ]
c. Other Benefits [ ]

7. What is the best feature of your Car ?

a. Mileage [ ] Trendy [ ]
b. Resale value [ ] Comfortable [ ]
8. What still more do you want to improve in your Car?
High pickup [ ] Trendy [ ]

54
 Mileage [ ] Durability [ ]

How do you rate Tata`s showrooms (Aggarwal motors) with respect to the
following?

Rate the following on a scale of 1-5

1- Strongly disagree. 2- Disagree. 3- Neither agree nor disagree. 4- Agree 5- Strongly
agree

(1)Knowledgeable salesperson (about product)

1 2 3 4 5
(2)Employees spent enough time with you before sales and during sales .

1 2 3 4 5
(3) Availability of the product in showrooms

1 2 3 4 5
(4)Attractive discounts offered

1 2 3 4 5
(5) Offered a test drive

1 2 3 4 5
(6) Responds to complaints quickly

1 2 3 4 5
(7) All the commitments are fulfilled

1 2 3 4 5
(8)Employees spent enough time with you after sales . (service)

1 2 3 4 5

55
56