Nag Mini Report Ppt

8/11/2019 Nag Mini Report Ppt

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CUSTOMER SATISFACTION

AT

TATA MOTORS

SUBMITTED BY:

R.Naga Lakshmi

13551E0052


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Introduction

SATISFACTION is a persons feelings of pleasure or disappointment resulting fromcomparing a products perceived performance in relation to his or her expectation.

-Philip Kotler

Customer satisfaction data are received in a variety of methods, including:

Feedback received in response to answers to customer complaints.

Dialogue between the customer and field executive or Management which isthen documented in a trip visit summary report.

Industry positioning surveys.

Lost business reports.

Meetings with customers - interview sessions with questionnaires.


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Customer satisfactionis a measure of how products and

services supplied by a company meet or surpass customer

expectation. Customer satisfaction is defined as "the number of

customers, or percentage of total customers, whose reportedexperience with a firm, its products, or its services (ratings)

exceeds specified satisfaction goals

Measuring customer satisfaction provides an indication of how

successful the organization is at providing products and/or

services to the marketplace.


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OBJECTIVE OF THE STUDY

The primary objective to know the customer satisfaction levels

on Tata motors in costal auto mobiles Pvt.ltd

To know the supply quality products at competitive prices.

To give full attention to personal service and customer

satisfaction

Customer will be treated professionally, efficiently and with

courtesy at all times.


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NEED FOR THE STUDY

In the recent years, the car scenario on the Indian roads has undergone aradical change. Today Indian roads are flooded with colorful cars of various

sizes, stunning features, aerodynamic bodies, eye catching front and rear

lights with enormous power embedded engine and their bonnets. These

have been particularly designed to cater for the needs of different classes of

Indian society.

The competition in the market has grown to such an extent that they are

threatening the very existence of war horse like the Indiciavista and

reliable beauties like Indigo Manza, Sumo and Nano Tata Motors new

model IndicaV2.

In order to compete we need to study the Customer Satisfaction, which

will surely cause an impact on consumer purchase behaviors, companiesare always searching for easy to gain the efficiency substituting one

promotional tool for another.


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SCOPE OF THE STUDYCustomer satisfaction is the buzzword of the 1990s. Unfortunately, many managers still think

of satisfying their customers as a nice thing to do rather than a critical component of success.

To maximize profits and productivity, you must recognize five facts:

1. As senior managers, you only know about the tip of the iceberg, a small fraction of all the

problems your customers encounter.

2. Service can be a major marketing tool--converting problem situations into incremental

revenue.

3. Customer problems can cost you not only an immediate lost sale, but also future purchases

by that customer and by other customers as a result of negative word-of-mouth behavior.

4. You can and must quantify the expected payback from service and/or quality improvements.

5. The market transaction (sale) often is not the key point of customer pain and lost revenue.

Often, both the product offering (product itself, how it is offered, and fulfillment) and

customer expectations are major contributors to problems, even though the problem surfaces

in the customer service area.


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RESEARCH METHODOLOGY

The purpose of methodology is to describe the processinvolved in research work. This includes the overallresearch design, data collection method, the field surveyand the analysis of data.

In Research Methodology we have following steps:

Research Design

Sources of Data

Sampling Method

Field of survey

Analysis


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SAMPLING DESIGN:

Stratified random sampling method is chosen.

SAMPLE SIZE:Samples are devices for learning about large masses by observing a

few individuals. The selected sample is 120.

SOURCESOFDATACOLLECTION:

Primary data collectionSecondary data collection

TOOLSANDTECHNIQUESUSEDFORANALYSIS:

Questionnaire (Open ended questions & Closed ended questions)

RESPONDENTS:

The business people, professionals having cars


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Limitations

The findings of the present study cannot be generalized

as they are based purely limiting to the one unit of this

singular organization without giving any comparisons to

the practices in similar industry.

This study is more of workmen oriented.

This study is more of professional oriented.

In view of time constraint the study will be for a shorter

period.

Sample size collected is not very large.


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Profile Of The Company

Founder Jamshedji Tata

TATA Group Chairman Cyrus P Mistry

Year of Establishment 1945

Industry Automotive

Business Group The Tata Group

Listings & its codes BSE - Code: 500570

NSE - Code: TELCO & TATAMOTORS

NYSE - Code: TTM

Corporate Office Bombay House

24, HomiMody Street

Mumbai 400 001, India

Tel.: +(91)-(22)-56561676

Works Jamshedpur, Pune, Lucknow and Dharwad

E-mail [email protected]

[email protected] (for international inquiries)

Website www.tatamotors.comwww.tata.com/tata_motors

Quick Facts
http://www.tatamotors.com/http://www.tata.com/tata_motorshttp://www.tata.com/tata_motorshttp://www.tatamotors.com/


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About Coastal

Automobiles Pvt.Ltd.Coastal Automobilesis the authorized dealer for TATA Motors Ltd. for its entirerange of Passenger Cars for East Godavari and surrounding districts.

Coastal Automobilesbusiness is managed under the table leadership ofMr. B. SureshBabu and Mr. T.S.S.S Rao, who is a veteran in automobile industry. They are assistedby professionally trained and dedicated work force extending excellent service.

Thesefully automated work shop with latest mechanical and electronic equipment asper the specifications of our principals. The total work shop is located on a sprawlingarea measuring 6 Acres. The work shop is manned by more than 250 technically

qualified and trained personnel to provide excellent after sales service.

Coastal Automobileshas in house counter business having tie-up with TATA MotorsFinance Limited, HDFC, and ICICI to provide hassle free finance to its customers.

MISSION

These automobiles are to achieve maximum customer satisfaction by adhering tosystems and procedures through quality service.

VISION

These automobiles is to expand their paradigm to encompass the customer experience inits entirety by providing One-Stop Shop with hassle free finance, insurance, accessoriesand delivery across the table with cost effectiveness


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Analysis1. Which model did you purchased?

Indica is enjoying the highest market share in Tata motors segment. Next

comesNano&indigio. According to the in this survey mainly 44% of the

people indica, 20% of the people indigio, 16% of the people sumo and 20%

of the people nano have the follow to the customers. So on the basis of the

mainly in this survey indica is mostly one of the highest car in Tata motors.

(CoastalAutomobilesPvt.Ltd.).

2. How did you came to know about new model?

Ads are playing a key role in creating awareness about the variety of cars

introduced by Tata Motors. So ads should be continued or increased.

3. Income level per annum?

Mainly in this survey 34% of the customers have the 4 lakh, 26% of the

customers 5 lakh and 20%of the customers 3 lakh and finally again 20% of

the customers also above 5 lakh income gained per annum in this analysis.


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4. Post purchase behavior of executives in show room?

Most of the customers are feeling very comfortable with the behavior of

executives even after the purchase.

5. WHICH YEAR PURCHASED?

The customers we have purchased the car in 2013 or 50% from my sample

in Tata Motors (Coastal Automobiles Pvt. Ltd.) in Rajahmundry. As well

as the following in to the customers in 2012 customers 30% of the cars

and in 2011 customers 20% of the cars purchased in Tata motors (coastal

automobiles Pvt. Ltd.) in Rajahmundry.

6. How many pay services did you utilize?

Totally in this survey mainly 58% of the customers response depends up

on the 4-6 times services.

7. Most frequently arise complaint?

Most frequently arise complaint is safety of the car. In this surveyfollowing in to 54% of the customers safety complaints and 22% of the

customers engine complaints and 16% of the customers mileage

complaints and finally 8% of the customers others arises of their response

told to us.


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8. Time taken to solve the small & regular problems?

Most of customers are feeling that their complaints are handled early.

9. How do you feel about the service?

Customers are satisfied with the service that is provided.

10. Availability of spare parts in show room?

The spare parts for all the cars of Tata Motors (Coastal Automobiles

Pvt. Ltd.) in show room only. 50% of the customers agree this fact.

11. Whether aware of new models?

In this survey 56% of the customers are aware of new models for Tata

Motors (Coastal Automobiles Pvt. Ltd) in Rajahmundry.


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FINDINGS The main findings of the study are as follows:

According to the survey conducted, 44% of total sale is Indica. Indica

is most moving vehicle for Tata Motors.

36% of customers feel that, maximum of three services are providedfor customers.

Out of the sample size 50, 54% of the customers feel that safety is the

most frequently raised complaint.

The executives of the showroom treat the customers in a very

comfortable way in pre purchase and post purchase situations. This is

accepted by 46% of customers


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Creating the awareness regarding the products available in Tata

Motors (Coastal Automobiles Pvt.Ltd.) is mainly done by Ads (38%)

and Executive meeting (28%) provides the remaining stand.

It takes a maximum of a weak to solve the problem raised in vehicle.

The showroom visiting customers for Tata Motors (Coastal

Automobiles Pvt. Ltd.) will have a possibility of purchase.

Customers are mostly satisfied with the service that is provided.

52% of customers complaints are handled in one day.

36% of the customers feel service is good.


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CONCLUSION

Tata is one of the best companies because of its good environment. Theexperience in the customer organization was great because I have learnt

many practical concepts and came to know how actually an

organization works.

This study is done to know the customers satisfaction towards Tata cars

with the help of data collected from customer through questionnaires.

By this study we also knew that customer have mixed opinion about

Tata cars.

The result of the survey conducted showed that most of the customers

purchase car based on mileage followed by price. This study also shows

that customers prefer looks of the car.


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SUGGESTIONS

The Tata motors (coastal auto mobiles Pvt. Ltd.)Rajahmundry should take steps to give better services to

the customers, since they are not satisfied with the

services by it.

The Tata motors (coastal automobiles Pvt. Ltd.)

Rajahmundry should inform by the Tata motors, about the

safety problems faced by customers, since a considerable

customers felt that the safety measures are not good.

The company should find better ways to satisfying the

customers.

Ads are to be increased in various media so that it would

create awareness. The time taken to solve the complaint


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Nag Mini Report Ppt

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