CUSTOMER SATISFACTION

GENERAL INTRODUCTION
Tata Motors Limited is Indias largest automobile company with consolidated Revenue
of Rs. 92!"9 crores in 2#""$2#"2. %s an enterprise Tata Motors automotive industry is at the
centre of Indias new global dynamics has grown significantly in the past &' years since its
(stablishment in "9)!. The company caters to three main mar*et segments globally+ the
passenger cars light commercial vehicle small commercial vehicle and buses.
In 2##! Tata Motors created a new segment by launching the Tata
%ce India,s first indigenously developed mini$truc*. It is an attempt to -tudy the T%T% %.(
-mall .ommercial /ehicle .ustomer view with respect to 0roduct 1 -ervice available in the
mar*et of 2i3apur .ity.
%s the pro3ect title 4.5-T6M(R -%TI-7%.TI68 9 -uggests that the
pro3ect report is all about the technical and the commercial aspect of the company. 8early "##
customers have been surveyed from 2# :une to 2# %ugust 2#"; for analy<ing the primary data
collection. =hile doing survey I reali<e that the things learnt from the boo*s are >uite different
from the actual practice in field.
The body of the pro3ect report ta*es a micro level approach using each step of
the mar*eting research process. The main source of analy<ing the data is through >uestionnaires.
% complete analysis has been done in research methodology part to find the advantages and
disadvantages of the company.
The best part of this pro3ect report is the analysis and interpretation of the
various services provided by -ervice -tation. This part directly shows whether the customers are
satisfied with the products and services of Tata Motors and critici<es the ill part of the company.
% complete %nalysis of variance has been done to find the *ind of
satisfaction Tata Motors -ervice -tations provides to their .ustomers.
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(?(.5TI/( -5MM%R@
This pro3 ect mainl y concentrates on the4% -tudy on .ustomer -atisfied
for Tata %ce in 2i3 apur cit y with reference to 0atil Truc*s 9. % consumer may
have set of interests benefits attitudes and life st yl e before purchasing a
product. 2ut there might be a ma3 or change in his taste of preference after the
purchase has been made. In such a position it is difficul t for the mar*eter to
*now the behavior of the consumer. =ith this view in mind the research study
will be conducted to find out the consumer preference towards Tata %ce.
To carry on the study the research has been conducted as per the
mar*eting research process. %s the study re>uires the customer ApotentialB
opinion it will also help to *now the -atisfied level of the Tata %ce in 2i3 apur
cit y and also the opinion regarding the vehicle as well as the overall
performance of 0atil truc*s. The study will also help us to identify the factors
that influence to buy the vehicle which will helpful to company for better
improvement of the vehicles. 7or this study I had collected the primary data
through >uestionnaire and the company catalogues brochures are collected for
secondary information. To collect primary data survey is conducted on
individuals Apotential customersB this study is li mit ed to the 2i3 apur district
onl y. The sample si<e that I had ta*en is "##.
This study will help to company to *now the customer satisfied towards T%T%
%.( .
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CUSTOMER SATISFACTION
2) company profile
Type Public
Traded as
BSE+ 500570 ABSE SENSEX ConstituentB
NSE+ TATAMOTORS
NSE+ TTM
In!"#$ry Auto!oti"e
%o"n!e! "9)!
%o"n!er&#) #$ R$ %$ Tata
'ea!("ar$er# Mu!bai Ma&aras&tra India
'()
Area #er)e! =orldwide
*ey people
Ratan Tata &C+airman Emeri$"#)
Cyrus Pallon*iMistry &C+airman)
+arl Sly! &,anaging Direc$or)
Ra"i +ant
Pro!"c$#
Auto!obiles
Co!!ercial "e&icles
Auto!oti"e parts
-er)ice#
,e&icle leasin-
,e&icle ser"ice
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CUSTOMER SATISFACTION
Re)en"e .S/ ;2.&C billion A2#"2B
Operatin- inco!e 5-D #;.#& billion A2#"2B
Pro0it 5-D #2.2' billion A2#"2B
Total assets 5-D 2'.#! billion A2#"2B
Total e1uity 5-D #&.)) billion A2#"2B
Employee# !9C!9 A2#"2B
Parent Tata 2roup
%i"isions Tata Motors Cars
Subsidiaries
#a-uar 3and Ro"er
Tata %ae4oo
Tata 5ispano
/e0#i$e 444$tata!otors$co!
&a) General In$ro!"c$ion 1ac2gro"n!
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7ounded by :amset3i Tata in "'&' Tatas early years were inspired by the spirit of nationalism. It
pioneered several industries of national importance in India+ steel power hospitality and airlines
In more recent times its pioneering spirit has been showcased by companies such as T.-
Indias first software company and Tata Motors which made Indias first indigenously develop$
ed car the Indica in "99' and recently unveiled the worlds lowest$cost car the Tata 8ano in
2##' 1 Tata Indigo Man<a in 2#"".
Tata companies operate in seven business sectors+ communications and information technology
engineering materials services energy consumer products and chemicals. They are by and
large based in India and have significant international operations. (ach of these companies has
its own board of directors and shareholders to whom it is answerable. The ma3or Tata companies
are Tata -teel Tata Motors Tata .onsultancy -ervices AT.-B Tata 0ower Tata .hemicals Tata
Tea Indian Eotels and Tata .ommunications.
Tata Motors is among the top five commercial vehicle manufacturers in the world and has
recently ac>uired :aguar and Land Rover. T.- is a leading global software company. Tata Tea
is the second largest branded tea company in the world. Tata .hemicals is the worlds second
largest manufacturer of soda ash and Tata .ommunications is one of the worlds largest
wholesale voice carriers.
&0) NATURE O% 1U-INE-- CARRIED
Tata Motors Limited is India,s largest automobile company with consolidated revenues of I8R
"'''"' crores A5-F ;).C billionB in 2#""$"2. It is the leader in commercial vehicles in each
segment and among the top in passenger vehicles with winning products in the compact midsi
<e car and utility vehicle segmentsa It is also the world,s fourth largest truc* and bus
manufacturer.
The Tata Motors Group,s over &#### employees are guided by the mission Hto be passionate in
anticipating and providing the best vehicles and eIperiences that eIcite our customers globally.H
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(stablished in "9)! Tata Motors, presence cuts across the length and breadth of India. 6ver C.!
million Tata vehicles ply on Indian roads since the first rolled out in "9!). The company,s
manufacturing base in India is spread across :amshedpur A:har*handB 0une AMaharashtraB
Luc*now A5ttar 0radeshB 0antnagar A5ttara*handB -anand AGu3aratB and Fharwad AJarnata*aB.
7ollowing a strategic alliance with 7iat in 2##! it has set up an industrial 3oint venture with 7iat
Group %utomobiles at Ran3angaon AMaharashtraB to produce both 7iat and Tata cars and 7iat
powertrains. The company,s dealership sales services and spare parts networ* comprises over
;!## touch points.
Tata Motors also listed in the 8ew @or* -toc* (Ichange A-eptember 2##)B has emerged as an
international automobile company. Through subsidiaries and associate companies Tata Motors
has operations in the 5J -outh Jorea Thailand -pain -outh %frica and Indonesia. %mong
them is :aguar Land Rover ac>uired in 2##'. In 2##) it ac>uired the Faewoo .ommercial
/ehicles .ompany -outh Jorea,s second largest truc* ma*er. The rechristened Tata Faewoo
.ommercial /ehicles .ompany has launched several new products in the Jorean mar*et while
also eIporting these products to several international mar*ets. Today two$thirds of heavy
commercial vehicle eIports out of -outh Jorea are from Tata Faewoo. In 2##! Tata Motors
ac>uired a 2"K sta*e in Eispano .arrocera a reputed -panish bus and coach manufacturer and
subse>uently the remaining sta*e in 2##9. Eispano,s presence is being eIpanded in other
mar*ets. In 2##& Tata Motors formed a !"+)9 3oint venture with the 2ra<il$based Marcopolo a
global leader in body$building for buses and coaches to manufacture fully$built buses and
coaches for India $ the plant is located in Fharwad. In 2##& Tata Motors entered into 3oint
venture with Thonburi %utomotive %ssembly 0lant .ompany of Thailand to manufacture and
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mar*et the company,s pic*up vehicles in Thailand and entered the mar*et in 2##'. Tata Motors
A-%B A0roprietaryB Ltd. Tata Motors, 3oint venture with Tata %frica Eolding A0tyB Ltd. set up in
2#"" has an assembly plant in Rosslyn north of 0retoria. The plant can assemble semi *noc*ed
down A-JFB *its light medium and heavy commercial vehicles ranging from ) tonnes to !#
tonnes.
Tata Motors is also eIpanding its international footprint established through eIports since "9&".
The company,s commercial and passenger vehicles are already being mar*eted in several
countries in (urope %frica the Middle (ast -outh (ast %sia -outh %sia -outh %merica .I-
and Russia. It has franchiseeL3oint venture assembly operations in 2angladesh 5*raine and
-enegal.
The foundation of the company,s growth over the last &' years is a deep understanding of
economic stimuli and customer needs and the ability to translate them into customer$desired
offerings through leading edge R1F. =ith over )!## engineers scientists and technicians the
company,s (ngineering Research .entre established in "9&& has enabled pioneering
technologies and products. The company today has R1F centres in 0une :amshedpur
Luc*now Fharwad in India and in -outh Jorea -pain and the 5J.
It was Tata Motors which launched the first indigenously developed Light .ommercial /ehicle
in "9'&. In 2##! Tata Motors created a new segment by launching the Tata %ce India,s first
Indigenously developed mini$truc*. In 2##9 the company launched its globally benchmar*ed
0rima range of truc*s and in 2#"2 the 5ltra range of international standard light commercial
vehicles. In their power speed carrying capacity operating economy and trims they will
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introduce new benchmar*s in India and match the best in the world in performance at a lower
life$cycle cost.
Tata Motors also introduced India,s first -ports 5tility /ehicle in "99" and in "99' the Tata
Indica India,s first fully indigenous passenger car.
In :anuary 2##' Tata Motors unveiled its 0eople,s .ar the Tata 8ano. The Tata 8ano has been
subse>uently launched as planned in India in March 2##9 and subse>uently in 2#"" in 8epal
and -ri Lan*a. % development which signifies a first for the global automobile industry the
8ano brings the 3oy of a car within the reach of thousands of families.
Tata Motors is e>ually focussed on environment$friendly technologies in emissions and
alternative fuels. It has developed electric and hybrid vehicles both for personal and public
transportation. It has also been implementing several environment$friendly technologies in
manufacturing processes significantly enhancing resource conservation.
Through its subsidiaries the company is engaged in engineering and automotive solutions
automotive vehicle components manufacturing and supply chain activities vehicle financing
and machine tools and factory automation solutions.
Tata Motors is committed to improving the >uality of life of communities by wor*ing on four
thrust areas $ employability education health and environment. The activities touch the lives of
more than a million citi<ens. The company,s support on education and employability is focused
on youth and women. They range from schools to technical education institutes to actual
facilitation of income generation. In health the company,s intervention is in both preventive and
curative health care. The goal of environment protection is achieved through tree plantation
conserving water and creating new water bodies and last but not the least by introducing
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appropriate technologies in vehicles and operations for constantly enhancing environment
care.=ith the foundation of its rich heritage Tata Motors today is etching a refulgent future.
&C) 8I-ION
TMLs vision is to be 4best in the manner in which we operate best in the products we deliver
and best in our value systems and ethics9. TML has come to be *nown as an innovator in the
passenger car segment not 3ust in manufacturing but along multiple areas along the value chain.
The Tata Indica and Tata 8ano are prime eIamples of the companys innovation capabilities and
2ear testimony to the strength of the companys R1F efforts. This innovation fuelled growth
.oupled with strategic ac>uisitions is eIpected to catapult the company to a preeminent position
Internationally.
,I--ION
6ur Mission in Tata is to improve the >uality of life in India through leadership in targeted
sectors of national economic significance to which the Group can bring a uni>ue set of
capabilities.
POLICIE- %OLLO/ED 19 TATA GROUP
PURPO-E
6ur purpose in Tata is to improve the >uality of life in India through leadership in
Targeted sectors of national economic significance to which the Group can bring a uni>ue set of
capabilities.
6ur past success in delivering such purpose provides the basis for our belief in the future
and our role in it. 6ur Group si<e and scale will provide management and financial resources to
profitably cater to the emerging opportunities and to develop globally competitive s*ills to
succeed in this endeavor. 6ur long$term success re>uires us to considerably focus our portfolio
our management efforts and our investment priorities so that Group synergy is brought to bear at
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CUSTOMER SATISFACTION
the point of delivering value to the customer. The enormous Group resources+ in people and
finance needs to be re$architecture so that the whole is larger than the sum of its individual parts.
&!)PRODUCT PRO%ILE
A"B 0assenger .ar A2B 5tility vehicles A;B Truc*s A)B .ommercial /ehicles A!B Fefence vehicles
"B 0assenger .ars
a. Indica /ista
b. Indica /2 Ieta
c. 8ano
d. Indigo Man<a
2B 5tility /ehicles
a. -afari Ficor
b. -umo Grande MJ II
c. -umo
d. ?enon ?T
;B Truc*s
a. 0rima .onstruc* Tata 8ovus
b. I./ AIntermediate commission vehiclesB
c. L./ALight commercial /ehiclesB
d. -./A-hort commercial vehiclesB
)B .ommercial 0assenger .arriers
a. 2uses
b. Tata %ce
c. =inger
d. Tata Magic
e. Tata 2#C$FI
f. ?enon
In year 2##! Tata %ce mini$truc* launched in .ommercial /ehicle segment. It has mainly there
2 categories as Tata %ce ET and Magic.
%B Tata %ce is used as a mini$truc* for transportation in city area.
2B Tata %ce Magic is passenger vehicle used for -chools.
Promo$ion -logan+ .hota EaathiL-mall is 2ig %ap*a bharosa *a saathi.
PRODUCT FEATURES+
aB -tyle
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bB -avings
cB /ersatility
dB 0erformance
eB -afety
fB .omfort
-ER8ICE PRO%ILE
Ta$a ,o$or# -er)ice E!ge .ompanys nationwide service networ* of '## service centress
spread across !## cities and towns. Three core customer$desired service attributes are $$
"B Re#pon#e in min"$e#; re#ol)e in +o"r#
Tata Motors -ervice (dge will bring speedy assistance to customers when in need.
2.<5 On=roa! a##i#$ance programme!+ across the country accessed through a toll free helpline
A"'## 2#9 C9C9B and serviced by a dedicated networ* of over 2### authori<ed service providers.
Rapi! repair+ Rapid repair is a cost effective >uic* and speciali<ed body repair programmer for
-mall dents scratches and such body 3obs are attended with an assurance of the car delivered.
e=-er)ice appoin$men$#+ Through an online service appointment facility customers can select a
time slot date and a dealer of their choice for servicing their vehicle..
2)-er)ice >i$+ "nma$c+e! relia0ili$y+
-ymp$om 0a#e! !iagno#$ic#+ % state$of$the$art diagnostic system ensures >uic* and
comprehensive chec* of the vehicle. %t each dealership a technician has been intensively trained
as Fiagnostic (Ipert Technician AF(TB.
%lying !oc$or#+ % pool of "# on$call technical eIperts has been set up across the country for
higher level diagnostics to address any issues where dealers 1 F(Ts need support.
?"ali$y repair#+ 5nder this programmer each vehicle is sub3ected to standard >uality chec*s to
identify repair re>uirements not noticed or reported by the customer ensuring that complete
health of the vehicle is assessed attended to and customers are apprised.
3)A##"re! )al"e for money+
The company has standardi<ed and regulated service 1 repair charges which are reasonable.
8al"e care @ EA$en!e! /arran$y The /alue care plan covers labor parts and consumables
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and ensures appropriate resale value for the vehicle at the time of eIchange. The programme
eItends warranty for up to ) years or "!#### *ms applicable to all Tata passenger vehicles.
Ta$a ,o$or#B Original Par$# &TOP) @ In#"rance " year warranty on its genuine spare parts
which are trademar*ed as MT60. The insurance scheme offers convenience of on$line policy
issuance 1 near cashless repairs facility across the Tata Motors authori<ed networ*.
&e) AREA O% OPERATION C &glo0al D na$ional D regional)
Tata Motors has subsidiaryLassociate companies outside of India as under+
N Tata Faewoo .ommercial /ehicle .o. Ltd. Jorea
N 8ita .ompany Limited 2angladesh
N Tata 0recision Industries 0vt. Ltd. -ingapore
N Tata Technologies Limited 5-%L5J
N Tata Motors (uropean Technical .entre 5J
N Tata Motors A-%B 0roprietary Limited -outh %frica
N Tata Motors AThailandB Limited Thailand
The Tata Group has operations in more than '! countries across siI continents
and its companies eIport products and services to '# nations. In the past few years the T%T%
group has led the growing appetite among Indian companies to ac>uire businesses overseas in
(urope the 5nited -tates %ustralia and %frica $ some even several times larger $ in a bid to
consolidate operations and emerge as the new age multi$nationals. The T%T% group is ""th most
reputable company in the world according to 7orbes. %t home in the world anchored in India
and committed to its traditional values of leadership with trust the Tata group is spreading its
footprint globally through eIcellence and innovation. (ach operating company in the group
develops its international business as an integral element in an overall strategy depending on the
competitive dynamics of the industry in which it operates. 6ver the past eight years the group
has made overseas ac>uisitions of D"' billion.
%mong the bigger deals on this front have been Tetley 2runner Mond .orus
:aguar and Land Rover in the 5J Faewoo .ommercial /ehicles in -outh Jorea 8at-teel in
-ingapore and Tyco Global 8etwor* and General .hemical in the 5-. Priority markets+ =hile
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individual Tata companies have differing geographical imperatives the Tata group is focusing
on a clutch of priority countries which are eIpected to be of strategic importance in the years
ahead. The regions are 8orth %merica 5J .hina the 8etherlands Germany and -outh %frica
members of the Gulf .ooperation .ouncil 2ra<il /ietnam Thailand and -ri Lan*a.
&f) O/NER-'IP PATTERN
Ta$a -on#; Ta$a In!"#$rie#; Gro"p +ol!ing #$r"c$"re
Tata -ons and Tata Industries are the two promoter companies of the Tata Group. % more
detailed profile of these companies can be accesses through the Mrelated info lin*s on the right.
Ta$a -on#
This premier promoter company of the Tatas was established as a trading enterprise by group
founder :amset3i Tata in "'&'.It is the promoter of all *ey companies of the Tata Group and
holds the bul* of share$holding in these companies. The chairman of Tata -ons has traditionally
been the chairman of the Tata Group.
Tata -ons is the owner of the Tata name and the Tata trademar* which are registered in India
and several other countries. %bout && per cent of the e>uity capital of Tata -ons is held by
philanthropic trusts endowed by members of the Tata family.
Ta$a In!"#$rie#
Tata Industries was set up Tata -ons in "9)! as a managing agency for business it promoted.
7ollowing the abolition of the managing agency system Tata Industries mandate was recast in
the early "9'#sto promote the Groups entry into new and Tata Industries has over the last two
decades initiated and promoted the Groups ventures into several sectors including control
systems information technology financial services auto components advanced materials and
telecom hardware. Tata Motors has several 3oint venture subsidiary and associate companies+
:aguar Land Rover
Tata Faewoo .ommercial /ehicle .ompany Ltd
ATF=./B
Tata Technologies Ltd. ATTLB and its subsidiaries Eispano .arrocera -. %. AE.B
Telco .onstruction (>uipment .o. Ltd. ATelconB Tata Motors Insurance 2ro*ing 1 %dvisory
-ervices Ltd ATMI2%-LB
E/ %Iles Ltd. AE/%LB Tata Motors (uropean Technical .entre plc
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CUSTOMER SATISFACTION
E/ Transmissions Ltd. AE/TLB Tata Motors 7inance Limited
T%L Manufacturing -olutions Ltd. AT%LB Tata Motors Thailand
-heba 0roperties Ltd. A-hebaB Tata Marcopolo Motors Ltd ATMMLB
.oncorde Motors AIndiaB Ltd. A.oncordeB Tata MotorsA-%B 0roprietary Ltd ATM-%B
Tata Motors Limited is a public limited company listed on 2 stoc* eIchanges A2ombay -toc*
(Ichange and 8ational -toc* (Ichange of India LimitedB in India. .ompanys Fepositary
Receipt 0rogramme is listed on the 8ew @or* -toc* (Ichange.
Gro"p 'ol!ing
"BRatan 8 Tata .hairman
2B Ravi Jant 8on eIecutive vice chairman
;B Mr.8.8.=adia Firector
)B :.:. Irani Firector
!BMr. /.J.:airath Firector
&B 8. 8. =adia Firector
CB Mr. .arl$0eter 7orster .hief (Iecutive 6fficer 1 Managing Firector
'B Mr.Febasis Ray .orporate .ommunications
9BMr.E.J.-ethna .ompany -ecretary
"#B Mr. 8 0inge .hief Internal %uditor
""B Mr. R 0isharody 0resident A. / 2usiness 5nitB
"2B0.M. Telang MF$ India operations
";B .. Rama*rishnan
")B Cyrus Mistry
.hief 7inancial 6perations
A.hairman 2#"2 O presentB
&g) CO,PETITOR- IN%OR,ATION
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TATA MOTORS
EICHER
ASHOK LEYLAND
MAHINDRA
&
MAHINDRA
CUSTOMER SATISFACTION
&+) Pro!"c$ion capaci$y+
The segment wise production is as follows +
Location Type of vehicle manufactured 0roduction capacityALa*hL0%B
0une 0assenger cars AIndia Indigo MarinaB 2.CLLpa
0une .ommercial /ehicles 2.!LLpa
:amshedpur Truc*s 1 -pecial 0urpose /ehicles ".#'LLpa
Luc*now 2uses #.&LLpa
0antnagar Mini Truc* A%ceB passenger
carrierAmagicB
2.2!LLpa
Fharwad Marcopolo $
&i) A/ARD-
Tata Motors Ltd. has many awards since its inception but below are mentioned very few its
./25 0une declared winner of the M0.2 /asundhara %wards 2#"#...
Tata 8ano bags the Gold 0ri<e in the 2#"# (dison %wards ...
./25 Luc*now bags (Icellent (nergy (fficient 5nit$%ward for the second time.
Tata Motors bags four %2.I awards
Tata 8ano,s design receives worlds oldest and coveted international award...
./25 0une receives (Icellent (nergy (fficient 5nit award...
Tata Motors is commercial vehicle ma*er of the year for 2##9
Tata Motors bags two awards for eIcellence in IT implementation...
%uto critics recogni<e new generation Tata Motors .ars...
Land Rover Fiscovery ) named best )?) at the ,=hat .ar %wards 2#"#,...
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PIAGGAIO
CUSTOMER SATISFACTION
8ational (nergy .onservation %ward 2##9 for 0antnagar 0lant...
.ar 0lant 0une bags ,Gold .ategory %ward in 8ational 0roductivity .ontest,...
Tata Motors has received the prestigious 8FT/ 0rofit 2usiness Leadership %ward...
Tata Motors among Indias most Trusted 2rand in cars...
Tata Motors wins award at the 2ang*o* International Motor (Ipo...
Tata Motors bags the 8FT/ 0rofit 2usiness Leadership %ward 2##'...
Tata Motors awarded the Top (Iporter Trophy by ((0...
Tata Motors 0une O ./25 has bagged the 4Golden 0eacoc* 8ational Puality %ward.
%nd many more awards.
2) Ta$a mo$or# mile#$one#
It has been a long and accelerated 3ourney for Tata Motors India,s leading automobile
manufacturer. -ome significant milestones in the company,s 3ourney towards eIcellence and
leadership.
17.3
Tata (ngineering and Locomotive .o. Ltd. was established to manufacture locomotives
and other engineering products.
17.6
-team road roller introduced in collaboration with Marshall -ons A5JB.
173.
.ollaboration with Faimler 2en< %G =est Germany for manufacture of medium
commercial vehicles. The first vehicle rolled out within & months of the contract.
1737
Research and Fevelopment .entre set up at :amshedpur.
1741
(Iports begin with the first truc* being shipped to .eylon now -ri Lan*a.
1744
-etting up of the (ngineering Research .entre at 0une to provide impetus to automobile
Research and Fevelopment.
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1751
Introduction of FI engines.
1755
7irst commercial vehicle manufactured in 0une.
1763
Manufacture of Eeavy .ommercial /ehicle commences.
1763
7irst hydraulic eIcavator produced with Eitachi collaboration.
1764
0roduction of first light commercial vehicle Tata )#C indigenously designed followed
by Tata &#'.
1767
Introduction of the Tatamobile 2#& $ ;rd L./ model.
1771
Launch of the "st indigenous passenger car Tata -ierra.
T%. 2# crane produced.
6ne millionth vehicle rolled out.
1772
Launch of the Tata (state.
1773
:oint venture agreement signed with .ummins (ngine .o. Inc. for the manufacture of
high horsepower and emission friendly diesel engines.
177.
Launch of Tata -umo $ the multi utility vehicle.
Launch of L0T C#9 $ a full forward control light commercial vehicle.
:oint venture agreement signed with MLs Faimler $ 2en< L Mercedes $ 2en< for
manufacture of Mercedes 2en< passenger cars in India.
:oint venture agreement signed with Tata Eolset Ltd. 5J for manufacturing
turbochargers to be used on .ummins engines.
1773
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Mercedes 2en< car (22# launched.
1774
Tata -umo deluIe launched.
1775
Tata -ierra Turbo launched.
"#####th Tata -umo rolled out.
1776
Tata -afari $ India,s first sports utility vehicle launched.
2 millionth vehicle rolled out.
Indica India,s first fully indigenous passenger car launched.
1777
""!### boo*ings for Indica registered against full payment within a wee*.
.ommercial production of Indica commences in full swing.
2:::
7irst consignment of "&# Indicas shipped to Malta.
Indica with 2harat -tage 2 A(uro IIB compliant diesel engine launched.
5tility vehicles with 2harat 2 A(uro IIB compliant engine launched.
Indica 2### A(uro IIB with multi point fuel in3ection petrol engine launched.
Launch of .8G buses.
Launch of ""#9 vehicle $ Intermediate commercial vehicle.
2::1
Indica /2 launched $ 2nd generation Indica.
"#####th Indica wheeled out.
Launch of .8G Indica.
Launch of the Tata -afari (?
Indica /2 becomes India,s number one car in its segment.
(Iits 3oint venture with Faimler .hrysler.
2::2
5nveiling of the Tata -edan at %uto (Ipo 2##2.
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CUSTOMER SATISFACTION
0etrol version of Indica /2 launched.
Launch of the (? series in .ommercial vehicles.
Launch of the Tata 2#C FI.
2#####th Indica rolled out.
!#####th passenger vehicle rolled out.
Launch of the Tata -umo,Q, -eries
Launch of the Tata Indigo.
Tata (ngineering signed a product agreement with MG Rover of the 5J.
2::3
Launch of the Tata -afari Limited (dition.
The Tata Indigo -tation =agon unveiled at the Geneva Motor -how.
6n 29th :uly :. R. F. Tata,s birth anniversary Tata (ngineering becomes Tata Motors
Limited.
; millionth vehicle produced.
7irst .ityRover rolled out
";! 0- Tata -afari (?i 0etrol launched
Tata -7. )#C (? Turbo launched
2::.
Tata Motors unveils new product range at %uto (Ipo ,#).
8ew Tata Indica /2 launched
Tata Motors and Faewoo .ommercial /ehicle .o. Ltd. sign investment agreement
Indigo %dvent unveiled at Geneva Motor -how
Tata Motors completes ac>uisition of Faewoo .ommercial /ehicle .ompany
Tata L0T 9#9 (? launched
Tata Faewoo .ommercial /ehicle .o. Ltd. ATF./B launches the heavy duty truc*
,86/5-, in Jorea
-umo /icta launched
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CUSTOMER SATISFACTION
Indigo Marina launched
Tata Motors lists on the 8@-(
2::3
Tata Motors rolls out its !##### th 0assenger /ehicle
The Tata ?over unveiled at the C!th Geneva Motor -how
2randed buses and coaches $ -tarbus and Globus $ launched
Tata Motors ac>uires 2"K sta*e in Eispano .arrocera -% -panish bus manufacturing
.ompany
Tata %ce India,s first mini truc* launched
Tata Motors wins :RF P/ award for business eIcellence.
The power pac*ed -afari Ficor is launched
Introduction of Indigo -? series $ luIury variant of Tata Indigo
Tata Motors launches Indica /2 Turbo Fiesel.
6ne millionth passenger car produced and sold
Inauguration of new factory at :amshedpur for 8ovus
Tata TL )?); India,s first -ports 5tility Truc* A-5TB is launched
Launch of Tata 8ovus
Launch of 8ovus range of medium truc*s in Jorea by Tata Faewoo .ommercial
/ehicle .o. ATF./B
2::4
Tata Motors unveils new long wheel base premium Indigo 1 ?$over concept at %uto
(Ipo 2##&
Indica /2 ?eta launched
0assenger /ehicle sales in India cross one$million mar*
Tata Motors and Marcopolo 2ra<il announce 3oint venture to manufacture fully built
buses 1 coaches for India 1 mar*ets abroad
Tata Motors first plant for small car to come up in =est 2engal
Tata Motors eItends .8G options on its hatchbac* and estate range
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TF./ develops -outh Jorea,s first L8G$0owered Tractor$ Trailer
Tata Motors and 7iat Group announce three additional cooperation agreements
Tata Motors introduces a new Indigo range
2::5
2::6
2::7
2:1:
2:11
2#"2
Tata Motors launches the long wheel base Indigo ?L India, s
first stretch limousine
Indica vista Othe new generation indica is launched.
Tata motors launched 8%86 OThe peoples car.
The new Indica(v2 is launched.
Tata Motors launched Tata %.( Rip.
Tata motors launched Tata indica vista F9#.
Tata motors launched Tata sumo gold.
Tata Motors launched Tata safari strom.
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Introduction+

I$ i# $+e large#$ mini $r"c2# !ealer#+ip in 0iEap"rFT+e fo"n!er
name i# #"nilgo"!a pa$il year 2:1: fo"n! of pa$il $r"c2# p)$ l$!
In $+e year 2::. foc"#e! $+e 0"#ine## $+ere >ere pa$il 'on!a an!
2:1: pa$il $r"c2# of commercial )e+icleF -o pa$il $r"c2# #$ar$e! in$o !ealer#+ip
Di#$ri0"$or for I T C par$ner 2::.
,angal>e!+i pe$role"m# par$ner 2::3
Pa$il a"$oma$ic 'on!a eAec"$i)e !ealer 2::4
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CUSTOMER SATISFACTION
Pa$il 0i>+eely p)$ l$! 2:11
Pa$il !e)eloper in 2:12


Profile of pa$il $r"c2#
NA,E O% T'E %IR, Pa$il Tr"c2# P)$FL$!F Co
E-TA1LI-',ENT 2:1:
%OUNDER -"nil go"!a Pa$il
T9PE O% T'E %IR, P)$ F L$! FCo
-OURCE O% %INANCE - 1 I ; ING
PRODUCT- TATA ,OTOR-
ADDRE-- PATIL TRUC*- P)$F L$! FCoF
Op$ Golg"m0aE
-$a$ion roa!
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CUSTOMER SATISFACTION
1iEap"r =365
P'ONE NO :6332=2...33
DI-TRIC* 1iEap"r
-TATE *arna$a2a
-ER8ICE- O% PATIL TRUC*-
0atil truc*s is eIclusive show room for the Tata Motors situated
at -tation road 2i3apur 1 its the single showroom which is covering 2ilapur 1 2agal*ot
districts name .

"B 2I:%05R
2B I8FI
;B -I8FGI
)B M5FF(2IE%L
!B 2.2%G(/%FI
&B 2%G%LJ6T
CB IL%J%L
'B 2%F%MI
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CUSTOMER SATISFACTION
9B :%M%J%8FI
"#B M5FE6L

It is also having showroom at 2agal*ot 1 2i3apur to cover those
areas which are wor*ing under of guidance of patil truc*s the main branch using promotional
activities such as periodical advertisement offers insurance road shows demonstration .

-ince patil truc*s is the only showroom the promotion activities
.onducted most of reaching effective to customer of other district simultaneously it is losing
.ustomers in other district
6b3ective 6f 0atil Truc*s
". They want to be best in the automobile company
2. To the every customer in the mar*et in sales and service
;. To open branches in different location for customers to eIcess
easily to dealership
). 6rgani<e service camp at customer places to *now the needs of
the service
!. -ales maIimi<ation
&. %chieving leadership in the mar*et
C. (mployeeLwor*er satisfaction
8I--ION
The vission statement of 0atil Truc*s 0vt Ltd is 42est in the manner
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CUSTOMER SATISFACTION
in which we operate best in the product we operate best in our value system
and ethics
,I--ION
6ur Mission in Tata is to improve the >uality of life in India through leadership in targeted
sectors of national economic significance to which the Group can bring a uni>ue set of
capabilities.
O/NER-'IP PATTER
In the Tata Motors 0atil Truc*s 0vt Ltd they have sole pattern of
investment


1RANC'- O% PATIL TRUC*-
"B 2I:%05R $$$$Eead 6ffice
2ranches+
2B 2%G%LJ6T
;B IL%J%L
)B :%M%J%8FI
!B M5FE6L
-ervice set up+
&B I8FI
CB -I8FGI
'B 2%F%MI
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CUSTOMER SATISFACTION
AC'I8E,ENT-
S 2est Fealership %ward from T(L.6
S 2est Fealership %ward from T%T% %.(
S 2est Fealership %ward from E68F%
ACTI8ITIE- UNDER TA*EN
58IP5( ;s
S -%L(-
S -(R/I.(-
S -0%R( 0%RT
/or2flo> c+or$
Managing director
General Manager
%sst General Manager
-ales Manager
%sst -ales Manager
-ales (Iecutive
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CUSTOMER SATISFACTION
7inance .oordinator
-howroom In charge
2ac* office
=or* flow may be viewed as one primitive building bloc* of organi<ation the relationship
among these concepts are described later in this entry the ad3acent diagram eIplains the wor*
flow model of patil truc*s pvt.ltd.

IT is a systematically and very smooth way of function in the company
In this organi<ation based on the customer need the tata ace will be ordered and then the general
manager will give information about the vehicle to the senior manager then it goes to asst
manager later it will be transfer the information to the sales eIecutive then they have the
responsibility to commence the business who visit the showroom and en>uire about the vehicle
sales satisfaction manager will en>uire about the vehicle problems and remind about service and
special offers to the customer showroom in charge will manage the showcase in the showroom.

.6M0(TIT6R-+
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M%E(8FR% motors
%sho* Leyland
EICHER
piaggaio
Company pro!"c$
"B tata ace
2B tata magic
;B tata <ip
)B tata 2#C
!B tata pic*up
&B tata Ienon
CB tata wingar

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CUSTOMER SATISFACTION
Ta$a Ace pro!"c$

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CUSTOMER SATISFACTION
Tata %ce India,s first indigenously developed sub$one ton mini$truc* was launched in May
2##!. The mini$truc* was a huge success in India with auto$analysts claiming that %ce had
changed the dynamics of the light commercial vehicle AL./B mar*et in the country by creating a
new mar*et segment termed the s!all co!!ercial "e&icle A-./B segment. %ce rapidly emerged as
the first choice for transporters and single truc* owners for city and rural transport. 2y 6ctober
2##! L./ sales of Tata Motors had grown by ;&.& percent to 2'!;C units due to the rising
demand for %ce. The %ce was built with a load body produced by Autoline Industries. 2y
2##! Autoline was producing ;## load bodies per day for Tata Motors.
%ce is still a top seller for TML with !##### units sold to date A:une 2#"#B. In 2#"" Tata
Motors invensted Rs."### .rore in Fharwad 0lant Jarnata*a with the capacity of 9#### units
annually and launched 2 models of #.!T capacity as Tata %ce Rip Magic Iris.
%ce has also been eIported to several %sian (uropean -outh %merican and %frican countries
and all$electric models are sold through Polaris 6ndustries, 2lobal Electric Motorcars division. In Sri
3an7a it is sold through Fiesel 1 Motor (ngineering AFIM6B 0L. under the name of FIM6
2atta.
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F(0%RTM(8T%L F(T%IL-
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CUSTOMER SATISFACTION
There are four departments available in patil truc*s pvt. Ltd .company
aB -ales department
bB -ervice department
cB -pares department
dB %ccount department
-ale# !epar$men$ >or2
=hen the customer enter showroom the reception guide
them to respective sales eIecutive. The eIecutive delivers sufficient information regarding the
tata ace which they desire and also clear the doubt >ueries they have. The client is also educated
about the price offers facilities and loan if they are willing. %fter eIplanation the customer also
offered a tast driver if he wishes. The -ales eIecutive fills prospect from to collect the data of
customer and later follow up is done. If customer is convinced and confirms to purchase at that
movement order form is filled with Rs "####L$ or more as initial payment by client convince.
The confirmed boo*ing is placed to %sst. Manager when the customer pays full amount %sst.
Manager 7orward the boo*ing to -enior Manager then orders for tata ace is placed to the
company with specification. The customer is given C to "! days duration for delivery of vehicle.

-ALE- DEPART,ENT
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CUSTOMER SATISFACTION
The -r.sales manager Mr.I.0. *atamballi of the sales department
-howroom In charge $ E.2.0atil
%sst. -ales manager $ %. Jhadhar
-ales eIecutive AT%T% %.( B $ Ravi 8
%bdul
Ragunath
-ales eIecutive AM%GI. IRI-B $ %yub.0
-alear
Ishay
-ales eIecutive ARI0B $ 0ratap.R
0arasuram
-ales eIecutive A-50(R %ceB $ @usuf 2
Rafi>
-ales eIecutive A2#C1IenonB $ Maheboob F
-ales eIecutive A=inger B $ %yub 0
O0Eec$i)e

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CUSTOMER SATISFACTION
"B 7irst and foremost ob3ective is to increase the sales
Turnover by every year .
2B To increase the mar*et share
;B To increase the response to the customer.
)B .ustomer satisfaction.
7unction+
"B -earching the customer
2B Targeting the customer
;B Recurring order acceptance
)B-ending >uotation to customer
!B-upply the product
&B Recurring and solving the customer problems.

year 2#"#$"" 2#""$"2 2#"2$";
-l .no 9## 9)# 9'#
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CUSTOMER SATISFACTION
-ER8ICE DEPART,ENT
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CUSTOMER SATISFACTION


Mr.E.-.0atil is general manager of service department
and under guidance
=or* manager $ Mr. :oshi.8.0
=or* in charge $ Mr.7arhan
7loor in charge $ Mr.%nand J.2
Mr. Gaibu
Tools in charge $ Mr.-angu
-ervice advisor $ Mr.-antosh
.Mr.-hahbaa<
-ervice supervisor $ Mr. Rahis
Mr. Riya<
0FI in charge $ Mr. -hahbaa<
Mr.%sif
Mr.Jiran
Mr.:aveed
O1GECTI8E
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CUSTOMER SATISFACTION
"B To provide high class service to the customer.
2B To properly deal with customer problems.
;B To response to customer >ueries.
)B To maintain relationship with eIisting customer 1 serving new
.ustomer.
%UNCTION
"B .ommunicating with customer periodically.
2B To provide better >uality service to the customer.
;B To manager service shop infrastructure environmental 1 safety
issue
)B To observe dealership guidelines 1 fulfill manufacturers priority
Tas*.
!B To coordinate services and warehouse operation.
-PARE- DEPART,ENT
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CUSTOMER SATISFACTION
Mr.Ganesh is the head of the spares
department
-enior spares eIecutive $ Mr . Ganesh
%sst. spares eIecutive $ Ra3ashe*ar
-pares eIecutive $ %nand
6b3ection+
"B To provide high class services to the customer
2B To identified the correct parts
;B To respond to the customer >uarries
)B To maintain the maIimum possible parts to service the
customer immediately.
7unction+

"B .ommunicating with customers periodically.
2B To provide the better >uality spares the customer.
ACCOUNT- DEPART,ENT
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CUSTOMER SATISFACTION
.ommercial vehicle division A./FB $ Mr. Ravi
7inance coordinator $ Mr.-unil J
%ccounts eIecutive $ Mr. /en*atesh
O1GECTI8E
"B 0roviding L facilitating finance information to the various
department.
2B .ontrolling L reducing the cost of department.
;B To effective management in the organi<ation.
758.TI68+
"B %uditing the record of the department
2B Maintain the boo*s of account.
;B %ttending internal auditing
)B Raising funds from ban*
3) Preparing income $aA an! co#$ #+ee$

1AN*ER- O% PATIL TRUC*- P8T LTD
1) ING
2) - 1 IF
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CUSTOMER SATISFACTION
L%-T TER(( @(%R- T5R86/(R+
year 2#"#$"" 2#""$"2 2#"2$";
-l.no 2#.Ccr 2!.2#cr ;".!#cr
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CUSTOMER SATISFACTION
.F-/OT Analy#i#

STRENGTH
-trong brand name of T%T%.
7irst mover advantage.
Good relationship with customer 1 dealers.
2etter Logistic management.
WEAKNESS+
More concentration of 0assenger .ar /ehicles.
.omplaints on gearing shifting.
.oncentrated to the middle class customers only.
OPPRTNITIES
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-TR(8GTE =((J8(--
-trong presence in mar*etplace concentration on passenger cars only
-*ill based manufacturing Image of low >uality ma*ers
Robust sales growth

6006RT58IT@ TER(%T-
0roduct launches competition from global players
%lliances and 3oint ventures global economic conditions
CUSTOMER SATISFACTION
7urther fragmentation of mar*et.
Eigh growth rate of -./ 1 L./.
THREAT
.reation of new segment 1 Increased competition from
0iaggio Mahindra 1 Mahindra 7orce Motors %sho* Leyland.

CU-TO,ER -ATI-%ACTION
.ustomer satisfaction a business term is a measure of how product and services
supplied by a company meet or surpass customer eIpectation.
=hether the buyer is satisfied after purchase depends on the offers performance in relation to
the buyers eIpectations. In general -atisfaction is a persons feeling of pleasure resulting from
comparing a products perceived performance Aor outcomeB in relation to his or her eIpectations.

%s this definition ma*es clear satisfaction is a function of perceived performance
and eIpectations. If the performance falls short of eIpectations the customer is dissatisfied. If
the performance matches the eIpectations the customer is satisfied. If the performance eIceeds
eIpectations the customer is highly satisfied or delighted. The result is high customer loyalty.
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CUSTOMER SATISFACTION

T%T% M6T6R- is not only concerned with selling of their products they also
concerned with providing service to the customers after selling. -o there is necessity for the
company to find out the satisfaction level of the customers at different levels in the company.
=hich help the organi<ation to find out the ways in improving the services being provided to the
customers to increase the satisfaction level.

.ustomer satisfaction is how happily a customer is with a product or service
both in the products performance as well as the companys delivery of the product to the
mar*et.
.ustomer satisfaction T Felivery $ (Ipectation
Felivery means customer perception of the actual of the product 1 services
(Ipectation means customers eIpectation about that product or services.
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CUSTOMER SATISFACTION
%lo> C+ar$ Diagram of C"#$omer -a$i#fac$ion

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Purchase
Usage of the
Product/Service
Evaluatio
Satisfactio
!o"alt" Re#eat
Purchase
Referrals Retetio

CUSTOMER SATISFACTION
-TATE,ENT O% PRO1LE,
% -tudy on .5-T6M(R -%TI-7%.TI68 T6=%RF- T%T%$%.( Mini$Truc* to
measure the satisfaction level and attitude of the customers towards the service provided at
0%TIL TR5.J- $ T%T% M6T6R- in 2i3apur.
Fevelopment of an effective business strategy for educating the prospective customer
through the survey however the services parameters 1 the relation with the customers attitude
towards purchase of the service are the priorities area of study that are included
.ustomer -atisfaction surveys -tudies show that although customer are dissatisfied
with one out of every four purchases less than ! percent of dissatisfied customers will complain.
Most customers will buy less or switch suppliers. .omplaint levels are thus not a good measure
of customer satisfaction. Responsive companies measure of customer satisfaction directly by
conducting periodic surveysU they send >uestionnaires or ma*e telephone calls to a random
sample of recent customers. They also solicit buyers views on their competitors performances.
7or customer$centered companies customers satisfaction is both a goal and a
mar*eting tool. .ompanies that achieve high customer satisfaction ratings ma*e sure that their
target mar*et *nows it.
NEED for $+e -TUD9
%s the mar*et for the automobile is having the huge accelerating growth in the Indian
mar*et to chec* out the drastic changes and all the companies are acting according to it because
to survive in the mar*et and this should be achieved by studying about the customer options and
analy<ing their future re>uirements. This study is definitely going to help to analy<e the
customer and can ta*e necessary steps for the improvement of the services by the company.
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CUSTOMER SATISFACTION
2ecause customers are the real advertisement for any product so the company
should be in position to meet the customer re>uirements and also should maintain the
.5-T6M(R R(L%TI68-EI0 against competitors.
6) O1GECTI8E- O% -TUD9
0rimary ob3ectives
To ascertain the level of satisfaction among the Tata Motors vehicle owners Acommercial
vehiclesB with respect to services provided by authori<ed service stations.
To evaluate critically mar*et acceptance of Tata Motors A./25B products.
To analy<e the price sensitivity in various spares.
To find out the customers perception on different attributes through >uestionnaires.
-econdary ob3ectives
.onsumer perception towards the products of Tata Motors.
%dvice to change some attributes of -ervice -tation.
To *now what people perceive 1 thin*ing about Tata %ce product.
=hat are the ways to retain the eIisting customers of commercial vehicles to service
station against local services centersV
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CUSTOMER SATISFACTION
-COPE O% T'E -TUD9
%s the title of the pro3ect 4.5-T6M(R -%TI-7%.TI68 suggests that the
pro3ect is divided into two ma3or parts+
"B Technical
The scope of the technical part is limited to the company premises only. /arious raw materials
are imported from our own Fomestic and foreign mar*et also. The research and development
department of T%T% M6T6R- is constantly attempting to lower the cost of some of the models.
2B .ommercial
The scope of the commercial part is very wide. The geographical area covered is 2I:%05R. The
time period assigned to me was complete siI to eight wee*s. The authori<ed service station
covered for the survey was 0%TIL TR5.J- at 2i3apur.
It helps to understand the perception of customers 1 thin*ing about T%T% motors
products
It helps to act as secondary data for future management students
It helps to form new strategies for increasing the sales
,ET'ODOLOG9 O% DATA COLLECTION
To fulfill the ob3ectives of my study I have ta*en both into considerations vi<. primary 1
secondary data. 2asically there was a >uestionnaire to which the respondent has to respond.
Type and collection of data used
Primary Da$a+ 0rimary data has been collected through personal interview by direct contact
method. The method which was adopted to collect the information is
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CUSTOMER SATISFACTION
%+ Interview
2+ Puestionnaires
Interview+ Interview is one of the chief means of collecting data in research process. Interview
may be defined as a systematic conversion initiated for a specific purpose and focus on certain
planned content areas. It is not a simple two way conversion between an investigator and an
informant.
The primary data under processing is collected from both direct filling the >uestionnaires and
through 0ersonal Interviews.
-econ!ary Da$a+ The data once collected by one person become the secondary data if used by
another person.
-ources 6f secondary data+ The various sources of secondary data are as follows+
The internal sources of the company
Manuals and boo*s of the company
Internet sources
=ee*ly maga<ines
8ewspapers

The secondary data li*e information of eIisting customers information about companys profile
product line and sales figure has been ta*en from companys website.
RE-EARC' DE-IGN
Research Fesign is the arrangement for conditioned for data collection 1 analysis of
detain a manner that aims to combined relevance to research purpose with economy in
procedure. % research design is a master plan or model for the conduct of formal
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CUSTOMER SATISFACTION
investigation. It is blue print that is followed in completing study. The research conducted
by me is a descriptive research. This is descriptive in nature because study is focused on
fact investigation in a well structured form and is based on primary data.
RE-EARC' PLAN
I have gone for sample study because of wider si<e of population geographical
spread 1 the time limitation it was not convenient for me to cover entire population .-o
sample study suited us rather than census study. % sample design is a definite plan for
obtaining a sample from a given population. It refers to the techni>ue or the procedure
that researcher would adopt in selecting items to be inched in the sample i.e. the si<e of
sample. -ampling plan is determined before data are collected.
-A,PLING -TUD9
The list of sampling units from which sample is ta*en is called sampling frame.
% sample is a part of the population. The sample should be representative of the population and
the information obtained must be reliable. In any survey where reliability is desired the error and
variance have to be controlled measured and interpreted.
The sample si<e is of one hundred for eIisting customers.
The type of population selected is the T%T% M6T6R- service station named 0%TIL TR5.J-
at 2I:%05R Fistrict Jarnata*a.
-ampling Techni>ue+ 8on O probability 3udgment sampling
LI,ITATION O% -TUD9
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CUSTOMER SATISFACTION
(very study conducted may have certain shortcomings and unfortunately ours is also a similar
case. % few errors have crept in despite our best effort to avoid them but it is eIpected that still
our study and findings are very much relevant.
%n error may have been due to the samples ta*en not conforming to the actual
population+ this is because the sample is a convenience sample.
0ersonal bias or error of the interviewer might also have crept in+ some cases while
interpreting the respondents.
.ertain >uestions which are not properly responded by the responders.
-ome of the respondents have not responded totally.
The 0ro3ect is focused to 2i3apur .ity only
The duration of the 0ro3ect is ' wee*s so scope of in$depth valuation Results is limited.
%uto driversLowners surveyed may tend to get bias towards their perception and may pro3ect a
false picture which may affect the reliability and validity of the study.
GRAP'- %OR ANAL9-I-
TA1LE 1 Are yo" #a$i#fie! >i$+ priceD c+arge pai! for $+e #er)ice H
(Iperience at Glance 8o. of Respondents
-a$i#fie! ';
Fis$ #a$i#fie! "C
Grap+ 1 -+o># C"#$omer re#pon#e $o $+e eAplana$ion
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CUSTOMER SATISFACTION
Analy#i# %mong "## customers response '; customers said satisfaction for the price and
charge paid services eIplanation 1 "C customers said dissatisfaction
In$erpre$a$ion
'; customers are satisfied with the charges paid for the service because of vehicle problem
better servicing and return of the vehicle on time to the customers. "C customers are dissatisfied
with the charges paid because they didnt interact with the advisor before and after the service.
6verall customers are ready to pay charges as described by the service center but they want
vehicle should be in good condition.
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CUSTOMER SATISFACTION
TA1LE 2 Are yo" #a$i#fie! >i$+ mileage of mini $r"c2# H
Grap+ 2 -+o># C"#$omer re#pon#e $o $+e c+arge# pai!F
Analy#i#
%mong "## customers response 92 customers are satisfied with charges paid for the services 1
#' customers are dissatisfied with the price charges.
In$erpre$a$ion
Furing survey maIimum customers are eIplained about the it is good mileage to the vehicle
after servicing before charges paid for the services. .ustomers interact with the advisor to *now
about the charges paid for the service. #' customers didnt get details of mileage because of rush
in the service center and urgency of customers to ta*e as early as possible from the service
center.
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(Iperience at Glance 8o. of Respondents
-atisfied 92
Fissatisfied #'
CUSTOMER SATISFACTION
TA1LE 3 /+ere !o yo" p"rc+a#e #pare par$# re("ire! for yo" )e+icle
(Iperience at Glance 8o. of Respondents
%t showroom '"
%t retail outlet "9
Grap+ 3 -+o># C"#$omer re#pon#e $o $+e #pare par$# a)aila0ili$y
Analy#i#
%mong "## customers '"customers are satisfied with the spare parts availability at the service
center 1 remaining "9 customers are dissatisfied.
In$erpre$a$ion
'" customers are satisfied with spare parts availability because it will save their time and
money to bring spare parts from our local distributor service center shop. "9 customers are
dissatisfied with the spare parts non$availability which result in the delay of servicing vehicle
and also ta*es much more time to bring them from our distributor which may be of duplicate
>ualities compare to the service center product >ualities.
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CUSTOMER SATISFACTION
TA1LE . Tic2 follo>ing fea$"re on 1 $o 4 or ra$ing #cale H
&1 1e#$ ;4lea#$ )
(Iperience at Glance 8o. of Respondents
Mileage ;!
.omfort "2
Load capacity "&
Fesign "#
0erformance ")
Resale value ";
Grap+ . -+o># C"#$omer re#pon#e $o $+e mileage of Ta$a Ace
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CUSTOMER SATISFACTION
Analy#i#+ -ervice is differentiated into siI types as+ aB mileage bB comfort cB load capacity dB
design eB performance dB resale value
In$erpre$a$ion
%mong "## customers most of the customers i.e. ;! come for mileage 1 only "2 out of "##
customers said that good comfort. 6ut of "## customer " only "& customer said that load
capacity."# customer told that design is good.") customer said that ace performance is good. ";
customer told that resale value is good.
TA1LE 3 I# i$ $+e #pare par$# c+arge! rea#ona0le in #er)ice #$a$ion H
(Iperience at Glance 8o. of Respondents
@(- &!
86 ;!
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CUSTOMER SATISFACTION
Grap+ 3 -+o># C"#$omer -er)ice re("iremen$
Sales
$ES
NO
Analy#i#+ among "## customer.&! customer told that yes reasonable .;! customer said that not
reasonable service station
In$erpre$a$ion
%mong "## customers most of the customers &!K customers fully reasonable of spare
parts.;!K customer told that not reasonable service n station.
TA1LE 4 'o> !o yo" feel a0o"$ #er)ice pro)i!e! 0y Pa$il Tr"c2#H
(Iperience at Glance 8o. of Respondents
(Icellent 2'
Good )!
6* 2#
2ad #C
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CUSTOMER SATISFACTION
Grap+ 4 -+o># C"#$omer -er)ice feeling#
Analy#i#+ %mong "## customers 2' customers told (Icellent )! customers told Good 2#
customers told Moderate C customers told 2ad .overall good feel about patil truc*s.
In$erpre$a$ion
%ccording to the survey 9;K customers are fully satisfied and feel about with patil truc*s #CK
customers are dissatisfied with the service provided by the service center. Most customers are
satisfied with the good dealership 1 >uality aspects.
TA1LE 5 >+ic+ facili$y !o yo" eApec$ from $+e !ealer mo#$ H
(Iperience at Glance 8o. of Respondents
Timely delivery ;;
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CUSTOMER SATISFACTION
Puality of service ;"
Fiscount on spare parts "9
Less labor charges "C
Grap+ 5 -+o># C"#$omer -er)ice Care a$ $+e -er)ice cen$re
Analy#i#+ among the"## customers said that their vehicle under warranty was accepted. ;;K
customer said that timily delivery;"K customer told that >uality of service."9K customer told
that Fiscount on spare parts 1 "CK customer said that Less labor charges
In$erpre$a$ion
;;K .ustomers vehicle is immediately accepted at the service center. %mong ;"K customers
told that Puality of service in service station."9K customer said that we need for to discount on
spare parts in wor*shop. "CK customer said that we need for less labor charge in service station.
TA1LE 6 'o> !o yo" ra$e o"r o)erall !ealer performanceH
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CUSTOMER SATISFACTION
(Iperience at Glance 8o. of Respondents
(Icellent 2#
-atisfactory )!
Good 2!
7air "#
Grap+ 6 -+o># $ime $a2en for $+e #er)ice
Analy#i# %mong "## customers 2#Kcustomers told eIcellent)!K customers told
satisfactory2!K customers told good"#customers told that fair in wor*shop.
In$erpre$a$ion
Fepending upon the service warranty 1 vehicle condition time varies from customer to
customers but then also 9#K customers told that patil truc*s dealership service and other
activities is good."# Kcustomer told that fair .
TA1LE 7 Are yo" #a$i#fie! >i$+ promo$ional ac$i)i$y carrie! o"$ 0y !ealerH
(Iperience at Glance 8o. of Respondents
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CUSTOMER SATISFACTION
@(- C)
86 2&
Grap+ 7 -+o># c"#$omer in$erac$ion >i$+ a!)i#or
Analy#i# %mong "## customers C) customers interacted with the advisor 1 remaining 2&
customers are not interacted with the advisor.
In$erpre$a$ion
%ccording to the survey 2&K customers who have no problem with the vehicle did not interact
with the service advisor 1 C)K customers are interacted with the advisor due to the vehicle
problems. -ome customer said that the service advisor did not understand their problem and had
ta*en their problem casually.
TA1LE 1: Do yo" +a)e $o ma2e a!)ance 0oo2ing for #er)iceH
(Iperience at Glance 8o. of Respondents
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CUSTOMER SATISFACTION
@(- &#
86 )#
Grap+ 1: -+o># C"#$omer !eman! for $+e -er)ice
Analy#i# Regarding advance boo*ing for the -ervice .ustomers are interviewed with @es or
8o option for the >uestionnaire.
In$erpre$a$ion
&#K .ustomers have to ma*e an advance boo*ing for servicing because of the rush of customers
time consumption is more. This results in a loss of the customers. Therefore they have to do
advance boo*ing. 6nly )#K of the samples customers do not do advance boo*ing. These
customers mainly come for paid repairing of the vehicle and not for free servicing. Many
customers have to wait in the >ueue because of the rush.
TA1LE 11/+ic+ of )e+icle parame$er >a# more +ig+lig+$e! >+ile #ale promo$ionH
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CUSTOMER SATISFACTION
TA1LE 12 Af$er #er)icing >a# i$ !eli)ere! on $imeH
(Iperience at Glance 8o. of Respondents
@(- C'
86 22
Grap+ 12 -+o># !eli)ery of )e+icle on $ime or no$
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CUSTOMER SATISFACTION
Analy#i# %fter servicing vehicle delivery on time >uestionnaire$ %mong "## customers C'
customers said @es 1 22 customers said 8o
In$erpre$a$ion+
C'K .ustomers said that their vehicle was delivered on time. 6nly 22K said it was not delivered
on time. %ccording to the survey one customer said that the dealer once delayed for 2$; days in
delivering the vehicle because then parts were not available. -ometimes >ueue is formed in the
wor*shop due to minor problems.
TA1LE 13 'o> >a# $+e o)erall eAperience >i$+ Ta$a AceH
RATING- RE-PON-E
(Icellent )#
-atisfied ;#
Good 2#
2ad "#
Grap+ 13 -+o># c"#$omer o)erall eAperience a$ $+e #er)ice cen$er
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CUSTOMER SATISFACTION
Analy#i#+ %mong "## customers )# customers told (Icellent ;# customers told Good 2#
customers told Moderate "# customers told 2ad overall eIperience with the Tata %ce.
In$erpre$a$ion
%ccording to the survey 9#K customers are satisfied with the Tata %ce "#K customers are
dissatisfied with the product 1 service provided by the service center. Most customers are
satisfied with the product features 1 >uality aspects.
TA1LE 1. Li2ing# of $+e )e+icle compare! >i$+ o$+er compe$i$or )e+icleH
REA-ON- CU-TO,ER RE-PON-E
2rand &#
0roduct "!
-ervice "!
Puality "#
Grap+ 1. -+o># c"#$omer li2ing >i$+ compare $o $+e compe$i$or )e+icle
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CUSTOMER SATISFACTION
Analy#i#+ %mong "## customers &# customers li*e 2rand name of Tata "! customers li*e
>uality aspects "! customers li*e product features "# customers li*e service factors during
overall eIperience with the Tata %ce.
In$erpre$a$ion &#K customers li*e the brand of T%T% as it is a trusted company
"!K of the customers li*e the service of T%T% commercial vehicles because of >uality.
"!K customers li*e product features of the mini$truc*.
6nly "#K customers li*e the service of T%T% ../.
TA1LE 13If any #"gge#$ion# $o Pa$il Tr"c2#
(Iperience at Glance 8o. of Respondents
Good 9#
Improve service "#
Grap+ 13-+o># co#$"mer #"gge#$ion# $o Pa$il Tr"c2#
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CUSTOMER SATISFACTION
Analy#i# 6n time >uestionnaire$ %mong "## customers 9# customers said it is good 1 "#
customers said that it is need for improvement service
In$erpre$a$ion+ 9#K customer said that patil truc*s service and dealership is
eIcellent. "#K customers told that it is need improve in service and wor*shop.
O1-ER8ATION-
&!K of the customers said they got details about service done to the vehicle.;!K
customers didnt get servicing eIplanation.
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CUSTOMER SATISFACTION
C'K of the customers are satisfied with the charges paid to the servicing 22K customers
didnt satisfied with the charges.
'!K of the customers are satisfied with the mileage of the Tata %ce.
&#K of the customers interacted with the advisor regarding the problems of the vehicle.
)#K of the customer didnt interact because of their time shortage 1 wor*s.
MaIimum customers are made advance boo*ing for the servicing.
!'K customers came bac* to the servicing center regarding same problem.
.ustomer whoever came bac* interacted with advisor to solve their problems.
)2K customer didnt came bac* due to the proper servicing.
'& K customers are happy with the cleanliness 1 infrastructure.
6n an average "#$2#min is ta*en to ta*e vehicle into the wor*shop for servicing.
;&K of the customers are under 7ree 1 2#K warranty period of the vehicle.
&; customers are happy regarding spare parts availability in the servicing center.
Many customers give suggestions for covering of the body to protect from rain.
&#K are eIplained regarding time 1 cost for the vehicle.
8ear about '#K customers are overall satisfied with the Tata %ce product.
&#K customer li*e 2rand name Tata.
Many customers prefer Tata %ce compare to the competitors products.
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CUSTOMER SATISFACTION
CONCLU-ION @ RECO,,ENDATION-
CONCLU-ION
.ustomer -atisfaction plays pivotal role in any companys improvement and is the ultimate goal
of any organi<ation. Its great learning eIperience to wor* with T%T% M6T6R-. I would li*e
to conclude that a heavy medium 1 small commercial vehicle has a great mar*et potential.
Furing the pro3ect I learned about -./ products of T%T% M6T6R- 1 the customers view
about the product performance. I also came to *now different views of the customers about the
services provided by the service wor* stations.
I also suggested some of my views to the customers and also to the 0%TIL TR5.J- how they
can ma*e their service much better. I understood the customers problems found the solutions
with the service advisor and eIplained to them. 7rom the survey I found that some customers are
dissatisfied with the product >uality and some are dissatisfied with the services provided by the
dealer.
.ustomers should be interacted with the advisor of the service center.
.ustomer re>uirements should be ta*en into the considerations.
-ervice center needs to be updated with technological instruments.
%ll -pare parts should be available at the service center.
Many customers demanded outer covering body for the Tata %ce.
%s the study concentrates to find the satisfaction level of customers of T%T% commercial
vehicle and from the findings it can be concluded that almost every area needs improvement
whether it is product >uality services or spares provided by the dealer wor*shop. If these areas
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CUSTOMER SATISFACTION
are improved systematically there is no doubt that customer will receive more satisfaction and
the future of this company will be glorious in the field of automobile. %t last I would say that I
en3oyed every moment wor*ing with Tata Motors.
RECO,,ENDATION-
N -pare parts should be available in the wor*shop as 1 when re>uired by the customers.
N =or*place should be increased for repairing as there is a >ueue formed in the wor*shop.
N =ashing space should be increased.
N %t least two supervisors and service engineer should be *ept in the wor*shop to see
whether the mechanics are properly doing the wor* and they need to guide them time to time.
N %t least ) mechanics professional as well as non professional are being given training in
a year rather than two.
N 0roper estimate of the cost and the time ta*en to repair should be given before only.
N Furing the training I even suggested the customers to please interact with the service
advisor about their problems.
N Mechanics should be increased as there is much waiting time for the customers. They
should also *eep more professional 1 trained mechanics for much faster 1 smart wor*.
N 6ne time wor* should not be done twice shortly afterwards by the mechanics.
N Road test should be ta*en for every vehicle after the repairing is finished.
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CUSTOMER SATISFACTION
N 6ne service advisor should always be there when the customer arrives in the front office
to guide them.
11) ANNE<URE 1
T%T% M6T6R- $ 0%TIL TR5.J-
?UE-TIONNAIRE
.5-T6M(R 7((F2%.J 76RM
8ame of the customer+
%ddress +
.ontact8o +
/ehicle Model +
6ccupation +
P"B are you satisfied with priceL charges paid for the service V
aB -atisfied A B bB dis$satisfied A B
P2B are you satisfied with mileage of mini truc*s V
aB -atisfied A B bB dis$satisfied A B
P;B where do you purchase spare parts re>uired for your vehicle
aB %t showroom A B bB at retail outlet A B
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CUSTOMER SATISFACTION
P)B Tic* following features on " to & or rating scaleV
A " best & least B
aB Mileage A B bB .omfort A B
cB Load capacity A B dB Fesign A B
eB 0erformance A B fB Resale value A B
P!B Is it the spare parts charged reasonable in service stationV
aB @es A B bB 8o A B
P&B Eow do you feel about service provided by 0%TIL TR5.J- V
aB (Icellent A B bB Good A B
cB 6* A B dB 2ad A B
PCB =hich facility do you eIpect from the dealer mostV
aB Timely delivery A B bB Puality of service A B
cB Fiscount on spare parts A B dB less labor charges A B
P'BEow do you rate our overall dealer performanceV
aB (Icellent A B bB -atisfactory A B
bB Good A B dB 7air A B
P9B %re you satisfied with promotional activity carried out by the dealer V
aB @es A B bB 8o A B
P"#B Fo you have to ma*e advance boo*ing for serviceV
aB @es A B bB 8o A B
P""B which of the vehicle parameter was more highlighted while sale promotion
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CUSTOMER SATISFACTION
-l
no
0arameter (Icellent Good %verage 8eed improvement
". 7uel efficiency
2. Technology
;. Fesign
). Load capacity
!. .omfort
&. %fter sale 1 service
P"2B %fter servicing was it delivered on time V
aB @es A B bB 8o A B
P";B Eow was the overall eIperience with T%T% %.( V
aB (Icellent A B bB -atisfied A B
bB Good A B dB 2ad A B
P")B Li*ings of the vehicle compared with other competitor vehicle V
aB 2rand A B bB 0roduct A B
bB -ervice A B dB Puality A B
%&'( If a" suggestios to Patil Truc)s
WWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWW
WWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWW
WW
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CUSTOMER SATISFACTION
ANNE<URE 2 The general technical specification being submitted to customers is as follows.

Model + T%T% 2C! IFI 8% 2-$II Aand 2-$IIIB
Type+ )$stro*e naturally aspirated indirect in3ection diesel engine MaI. 6utput+ "& hp X
;2## rpm MaI. Tor>ue + ;.' m*g X 2### rpm Fisplacement + C## cc -pecial Items +
catalytic converter Aonly in 2- IIIB
G(%R 26? + G2- &!$)L!.2C Type + -ynchromesh A) forward gearsB -liding mesh
Areverse gearB
-T((RI8G + Mechanical variable ratio A2#.! to 2).!B ;'# mm dia
2R%J(- Type + Fual circuit hydraulically activated 7ront + Fisc bra*es Rear + Frum
bra*es A2## mm dia I ;# mmB 0ar*ing 2ra*e + .able operated mechanical lin*ages acting
on rear wheels
-5-0(8-I68 Type + 0arabolic leaf spring suspension at both front and rear -hoc*
absorber + Eydraulic double$acting telescopic type both at front and rear
=E((L- %8F T@R(- ")!R"2 LT '0R R%FI%L 75(L T%8J .apacity ;# liters
0(R76RM%8.( MaI. -peed+ &) *mph MaI. Gradeability + "&K
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CUSTOMER SATISFACTION
6verall Length A%B + ;'## =idth + "!## =heel base AFB + 2"## 6verall height Y + "'2#
Trac* 7ront A(B + ";## Trac* Rear A7B + ";2# Min Turning .ircle Fia + '.& m
=(IGET- MaI. G/= + "!!# *g Jerb weight + '#! *g -eating capacity + Friver Q
&1:)1I1LIOGRAP'9

1OO*- RE%ERRED
"B Mar*eting Management ";
th
(dition by 0hilip Jotler
2B Research Methodology 2
nd
Revised (dition by . R Jothari
;B .onsumer 2ehavior$ 2y Leon -chiff man
)B 2usiness Research Methods$2y -.8.Murthy
/E1-ITE-
"B www.tatamotors.com
2B www.tatasons.com
;B www.bseindia.com
)B www.google.com
!B www.moneycontrol.com
INTERNAL RECORD-
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CUSTOMER SATISFACTION
%nnual Report of Tata Motors
Adept Institute of management studies and research dharwad Page 55