SUMMER PROJECT REPORT ON “A STUDY ON LCV/ICV PRODUCT OF TATA MOTORS AND CAMPITATIVE STUDY OF TATA’S PICK UP SEGMENT’’ For the Partial fulfillment of Master of Business Administration (2010-2012) Faculty Guided Corporate Guide Mr. Trilok Pratap Singh Mr. Prateek Dhawan, T.S.M (TATA MOTORS) Submitted By Bhupendra Singh Bhadauria Roll. No 1025170038 1
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SUMMER PROJECT REPORT
ON
“A STUDY ON LCV/ICV PRODUCT OF TATA MOTORS AND
CAMPITATIVE STUDY OF TATA’S PICK UP SEGMENT’’
For the Partial fulfillment of Master of Business Administration
(2010-2012)
Faculty Guided Corporate Guide
Mr. Trilok Pratap Singh Mr. Prateek Dhawan, T.S.M (TATA MOTORS)
Submitted By Bhupendra Singh Bhadauria
Roll. No 1025170038(M.B.A)
GLA INSTITUTE OF BUSINESS MANAGEMENT MATHURA (U.P)
AFFILIATED TO MAHAMAYA TECHNICAL UNIVERSITY ,NOIDA
1
PREFACE
All students learn theoretical subjects in their classroom, but as we are the management
students, apart from theoretical studies we need to get a deeper insight into the practical
aspects of those theories by working as a part of organization during our summer training.
Training is a period in which a student can apply his theoretical knowledge in practical
field. Basically, practical knowledge and theoretical knowledge have a very broad
difference. So this training has high importance as to know how both the aspects are
applied together. The study of management acquires most crucial position in the business
administration. In order to be successful, it is necessary to give priority to the
management in an organization. But it can’t be denied that the study of management
would be more educational, materialistic and even more interesting, if it is to be paired
with the work in organization as an employee. The training session helps to get details
about the working process in the organization. It has helped me to know about the
organizational management and discipline, which has its own importance. The training is
going to be a lifelong experience. Management in India is heading towards a better
profession as compared to other professions. The demand for professional managers is
increasing day by day. To achieve profession competence, manager ought to be fully
occupied with theory and practical exposure of management.
This Project Report has been completed in Partial fulfillment of my management Program,
M.B.A in the company TATA MOTORS LTD. which is a leading company of the top
most automobile sector Organizations. The objective of my project was to meet with the
customer and handle the customers.
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ACKNOWLEDGEMENT
I wish to thank all those who helped me and without whose support, I could not have
completed this project successfully. First and foremost I express my heartfelt thanks to Mr.
Prateek Dhawan, T.S.M,TATA MOTORS, for granting me the permission to do the project
and for his constant guidance during my project. I would like to thank with immense
gratitude Mr. K.P.Singh, sales head of Ashok Auto sales. I have immense pleasure in
expressing my deep sense of gratitude to Mr. Trilok Pratap Singh Chauhan, lecturer –
MBA, Department of Management Studies for his valuable guidance, time, co-operation and
support without which this project report would not have been completed. Last but not least, I
would like to thank my family and friends for their wholehearted support for the completion
of this project.
Bhupendra Singh Bhadauria
(M.B.A)
ROLL- 1025170038
3
DECLARATION
The summer training project on work “A STUDY ON LCV/ICV PRODUCT OF TATA
MOTORS AND CAMPITATIVE STUDY OF TATA’S PICK UP SEGMENT” Under the
guidance of MR. Prateek Dhawan (Territory sales manager) is the original work done by me.
This is the property of the Institute & use of this report without prior permission of the
Institute will be considered illegal & actionable.
BHUPENDRA SINGH BHADAURIA
(M.B.A)
ROLL No- 1025170038
4
E X E CUT I V E S U MM A R Y
As India celebrates its 50 years of independence, the passenger car industry
celebrated a centenary of its existence in India in 1998. Despite this head start, the
industry has never quite matched up to the performance of its counterparts in other parts
of the world. The all-pervasive atmosphere created by the company’s license raj was
primarily responsible for this situation. The various layers of Acts sheltered the industry
from external competition and smothered the development of the Indian automobile
industry...
In this project I conducted a study on the consumer perception about small trucks.
Firstly, I took three brands of small trucks; Eicher, Swaraj Mazda, Ashok Leyland for a
comparative of study LCV & ICV segment.
Later I went through the process of filling the questionnaires, to know exactly
what the customer’s of small trucks perceived about their trucks. A sample size of
sixty respondents was taken. Sample unit was a customer who owned small trucks.
Secondary data from various sources like magazines, journals etc was also collected.
The findings showed that the consumer’s who owned small trucks basically
wanted good performance, after sales service and a better payload at their budget, a less
expensive one.
All the trucks taken for the sample showed that the consumers perceived them as almost
same in all the attributes like safety, comfort and luxury. Respondents liked Ashok
Leyland more for its looks, whereas Eicher after sales service was perceived to be good.
But, at the end the research was limited due to small sample size, small sample area and
time constraints.
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Table of content/Index
Preface
Acknowledgement
Declaration
Training certificate
Executive summary
CHAPTER 1
1. Introduction of TATA Motor’s 01
Products 01
International Business 02
Subsidiaries 03
Acquisition 03
Research and development 03
Corporate social responsibility 04
CHAPTER 2
Overview of Automobile 06
Major sub system of an Automobile 07
CHAPTER 3
Major player 21
LCV/SFC products of TATA Motor’s 42
Comparative study 62
CHAPTER 4
Swot Analysis 73
Research Methodology 75
Analysis & Interpretation 79
Findings 94
Suggestions 95
Conclusion 96
6
CHAPTER 5
Bibliography 97
Questionnaire 98
7
CHAPTER 1
8
INTRODUCTION TO TATA MOTORS
COMPANY
Tata Motors is India’s largest automobile company. It is the leader by far in commercial
vehicles in each segment, and the second largest in the passenger car market with winning
products in the compact, midsize car and utility vehicle segments. The company is the
world’s fifth largest medium and heavy commercial vehicle manufacturer and the world's
second largest medium and heavy bus manufacturer. Established in 1945, Tata Motors’
presence indeed cuts across the length and breadth of India. Over 3 million Tata vehicles
ply on Indian roads, since the first rolled out in 1954. The company’s manufacturing base
is spread across Jamshedpur, Pune and Lucknow, supported by a nation-wide dealership,
sales, services and spare parts network comprising about 1,200 touch points. The company
also has a strong auto finance operation, Tata Motor Finance. At the core of the company’s
approach to doing business is the Tata Business Excellence Model. Incorporating sound
business principles, like customer satisfaction, Quality, attention to detail, conservation of
resources and protection of the environment, this model shapes the way Tata Motors
designs, manufactures and markets its products.
PRODUCTS
The company’s main product lines are:
• Passenger Cars : the compact car, Indica, launched in 1998, the mid size Indigo,
launched in 2002, and the Indigo Marina, launched in 2004 in both petrol and diesel
versions.
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• Utility Vehicles : the Tata Sumo launched in 1994, the Tata Safari launched in 1998
and their variants
• Small Commercial Vehicles : the company created a new segment in 2005 by
launching the Tata Ace, India’s first indigenously developed mini-truck.
• Light Commercial Vehicles: which include pickups, trucks and buses ranging
from 2T GVW to 7.5T GVW
• Medium and Heavy Commercial Vehicles : which include trucks, buses,
dumpers and multi- axled vehicles from 9T GVW to 40T GVW. Through Tata Daewoo
Commercial Vehicle Company Limited. It now offers a range of high horsepower trucks
ranging from 220 HP to 400 HP in dump truck, tractor-trailers, mixers and cargo
applications.
Adopting the principle of Kaizen or continuous learning, the company is constantly
improving its standards. The versatile yet simple 5S approach to process improvement -
sort, straighten, simplify and standardize in a self-disciplined manneris a way of life at
Tata Motors. These principles help optimize various operations of the company and
conserve precious resources. By working closely with vendors and partners, at the design
and manufacturing stages, the company ensures that they too follow the same principles.
INTERNATIONAL BUSINESS
Tata Motors, the first company from India’s engineering sector to be listed in the New
York Stock Exchange (September 2004), has also emerged as an international automotive
company. While currently about 18% of its revenues are from international business, the
company’s objective is to expand its international business, both through organic and
inorganic growth routes. Over the years, the company has received more than 50 awards
from the Company of India for its exports initiatives. In 2004, it acquired the Daewoo
Commercial Vehicle Company, Korea’s second largest truck maker. The rechristened Tata
Daewoo Commercial Vehicle Company has already begun to launch new products. In
2005, Tata Motors acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and
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coach manufacturer, with an option to acquire the remaining stake as well. Hispano’s
presence is being expanded in other markets.
These acquisitions will further extend Tata Motors’ international footprint, established
through exports since 1961. The company’s commercial and passenger vehicles are
already being marketed in several countries in Europe, Africa, the Middle East, South East
Asia, South Asia and Australia. It has assembly operations in Malaysia, Kenya,
Bangladesh, Ukraine, Russia, Spain and Senegal.
SUBSIDIARIES
Through its subsidiaries, the company is engaged in engineering and automotive solutions,
construction equipment manufacturing, automotive vehicle components manufacturing
and supply chain activities, machine tools and factory automation solutions, high-precision
tooling and plastic and electronic components for automotive and computer applications,
and automotive retailing and service operations.
ACQUISITION
In 2004 Tata Motors acquired Daewoo's truck manufacturing unit, now known as Tata
Daewoo Commercial Vehicle, in South Korea
In 2005, Tata Motors acquired 21% of Aragonese Hispano Carrocera giving it
controlling rights of the company.
In 2007, Formed a joint venture with Marcopolo of Brazil and introduced low-floor
buses in the Indian Market.
In 2008, Tata Motors acquired British Jaguar Land Rover (JLR), which includes the
Daimler and Lanchester brand names.
In 2010, Tata Motors acquired 80% stake in Italy-based design and engineering
company Trilix for a consideration of €1.85 million. The acquisition is in line with the
company’s objective to enhance its styling/design capabilities to global standards.
RESEARCH & DEVELOPMENT
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The foundation of the company’s growth over the last 50 years is a deep understanding of
economic stimuli and customer needs, and the ability to translate them into customer
desired offerings through leading edge R&D. The company’s Engineering Research
Centre (ERC), in Pune which has 1400 scientists and engineers, was established in 1966.
Tata Daewoo Commercial Vehicle Company and Hispano Carrocera also have R&D
establishments at Gunsan in Korea and Zaragoza in Spain. These three facilities together
enable the company to share and access knowledge and technology for designing and
developing world-class products. Besides product development, R&D also focuses on
environment-friendly technologies in emissions and alternative fuels. The ERC has
enabled pioneering technologies and products. It was Tata Motors, which developed the
first indigenously developed Light Commercial Vehicle, India’s first Sports Utility
Vehicle and, in 1998, the Tata Indica, India’s first fully indigenous passenger car. Within
two years of launch, Tata Indica became India’s largest selling car in its segment. The
pace of new product development has quickened through an organization-wide structured
New Product Introduction (NPI) process. The process with its formal structure for
introducing new vehicles in the market, brings in greater discipline in project execution.
For example, the NPI process helped Tata Motors create a new segment by launching the
Tata Ace, India’s first mini-truck. The years to come will see the introduction of several
other innovative vehicles, all rooted in emerging customer needs. The ERC in Pune,
among whose facilities are India’s only certified crash-test facility and hemi-anechoic
chamber for testing of noise and vibration has received several Awards from the Company
of India. Some of the more prominent amongst them are the National Award for Research
and Development Efforts in Industry in the Mechanical Engineering Industries sector in
1999, the National Award for Successful Commercialization of Indigenous Technology by
an Industrial Concern in 2000, and the CSIR Diamond Jubilee Technology Award in
2004.
CORPORATE SOCIAL RESPONSIBILITY
True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit to
Corporate Social Responsibility. It is a signatory to the United Nations Global Compact,
and is engaged in community and social initiatives on human rights, labor and
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environment standards in compliance with the principles of the Global Compact. Tata
Motors has led the automobile industry’s anti-pollution efforts through a series of
initiatives in effluents and emission control. The company introduced emission-friendly
engines in its products in India even before such norms were made statutory. It ensures
that its products are environmentally sound by reducing hazardous materials in vehicle
components, developing extended life lubricants, fluids and using ozone-friendly
refrigerants. The company uses some of the world's most advanced equipment for
emission check and control. Tata Motors undertakes soil and water conservation
programmers’ and extensive tree plantation drives. The company is committed to restoring
and preserving environmental balance, by reducing waste and pollutants, conserving
resources and recycling materials. Simultaneously, it also plays an active role in
community development, serving rural communities adjacent to its manufacturing
locations in Jamshedpur, Pune and Lucknow. Among them are cooperative societies, such
as the Tata Motors Grihini Udyog. This society provides inputs on skill development to
women. The women work for four hours per day, in activities ranging from preparing
spices and condiments to cable harness and
Electronic items. The society has provided employment to nearly 1200 women. Tata
Motors also focuses on improving the health of rural communities through women trained
as village health workers. They are trained in basic diagnostic skills and first aid, and are
at the forefront of all development initiatives. Through this initiative, the women gain
financial independence which in turn improves their social stature and makes them change
agents in their community. These continuing initiatives received national recognition from
the Institute of Directors and the World Environment Foundation in 2004, when the
company was awarded the ‘Golden Peacock Award’ for Corporate Social Responsibility.
With principles and practices, which others want to emulate, Tata Motors today is
recognized as among the most respected countries in India. With the foundation of its rich
heritage, it is today is etching a refulgent future across the world.
13
CHAPTER 2
14
OVERVIEW OF AUTOMOBILE
AUTOMOBILES
An automobile is a wheeled vehicle that carries its own motor. Different types of
automobiles include cars, buses, trucks, vans, and motorcycles, with cars being the most
popular. The term is derived from Greek 'autos' (self) and Latin 'mover' (move), Referring
to the fact that it 'moves by itself'. Earlier terms for automobile include 'horseless carriage'
and 'motor car'. As of 2005 there are 600 million cars worldwide (0.074 per capita).
SNIPPETS
The first automobile in India rolled in 1897 in Bombay.
India is being recognized as potential emerging auto market.
Foreign players are adding to their investments in Indian auto industry.
Within two-wheelers, motorcycles contribute 80% of the segment size.
Unlike the USA, the Indian passenger vehicle market is dominated by cars (79%).
Tata Motors dominates over 60% of the Indian commercial vehicle market.
2/3rd of auto component production is consumed directly by OEMs.
India is the largest three-wheeler market in the world.
India is the largest two-wheeler manufacturer in the world.
India is the second largest tractor manufacturer in the world.
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MAJOR SUB SYSTEMS OF AN AUTOMOBILE
The major subsystems of an automobile are
1) Engine
2) Transmission
3) Fuel supply system
4) Fuel ignition system
5) Exhaust system
6) Cooling system
7) Braking system
8) Build
ENGINES
Produces some effect from a given input. Automotive production down the ages has
required a wide range of energy conversion systems. These include electric, steam, solar,
turbine, rotary, and different types of piston-type internal combustion engines. The
gasoline internal combustion engine, operating on a four-stroke Otto cycle, has
16
traditionally been the most successful for automobiles, while diesel engines are widely
used for trucks and buses. Karl Benz led in the development of new engines. The internal
combustion engine was originally selected for the automobile due to its flexibility over a
wide range of speeds. Also, the power developed for a given weight engine was
reasonable; it could be produced by economical mass-production methods; and it used a
The length of TATA motor’s is 4700 which is lesser then Mahindra’s
Pickup that is good for Tata’s pick up
Lower Turning circle radius gives
76
5219
The turning circle of Tata’s is lesser then Mahindra’s pickup
TATA’s pick turning circle is 5.5 m
Mahindra’s turning circles is 6.35 m
Lower loading platform height
For ease of loading and unloading
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5.5 m
6.35 m
Still it gives the more loading area than pickup
India’s SHORTEST pickup with LARGEST Load body
Guaranteed savings…
78
970 mm
990 mm
Area :4.75 Sq.m Area: 4.25 Sq.m
What do we mean by long leads?
COMPARISON IN EARNINGS
Prevailing market loads Prevailing market loads
79
20000 Kms5000 KmsService interval
Pick up 407 Max 407 pickup Max pick up
Load 2.5T 2.5 T 2.5 T
NOT
POSSOBILITY
Distance per
day
175Km 175Km 225
Distance per
month
4300Km 4300km 5600Km
Total revenue 38000 38000 46000
Expenses
Diesel 15480 14772 19734
EMI 11400 11400 11400
Maintenance 500 2000 500
Tyres 1400 1750 1400
Total Expenses 28780 29892 33034
Net 9220 8108 12966
After 4 years…
M&M TATA407PU
Earnings in 4 years 3.9Lacs 6.2lacs
Resale Value 2.4 Lacs 2.9 Lacs
Total Earnings 6.3 Lacs 9.1 Lacs
SERVICE INTERVAL MAX@5000 kms 407 TATA PICK UP @20000
Kms
Km Max 407 Pick up
80
Reading
Details of service expense Total
Amount
Details of service
expense
Total
Amount
5000 Engine oil 1250,oil &diesel filter
350,Differential oil 275,steering
top up 180,misc 100
2155 x
10000 Engine oil 1250, diesel filter 350,
misc 100,GB oil 550
2250 X
15000 Greasing 150.misc 100 250 x
20000 Engine oil 1250, diesel filter,
Differential oil 275,steering top
up& misc 180
2055 Engine oil
1680,Diesel & oil
Filter 270,misc
2150
25000 Greasing 150.misc 100,labour 450 x
30000 Engine oil 1250, diesel filter
350,misc 100, labor 700
2400 x
35000 Greasing 150.misc 100,labour 450 x
40000 Engine oil 1250, diesel filter 350,
collant,Air filter 880, clutch &
brake fluid 110,GB oil 550,
Differential oil 275,steering top
up 180 labor 700,misc 100
4395
Engine oil
1680,Diesel&oil
filter 270,Differential
oil,400,Air filter
270,Hub greasing
500,misc 200
4100
45000 Greasing 150.misc 100,labour 450 x
50000 Engine oil 1250,Diesel &filter
350,Gear box oil 550,Steering oil
180,greasing 100,Misc 100, labor
3230 x
81
700
Total expenses for 50000 km 18085 Total expenses for
50000 km
6250
INDIA’S SHORTEST pickup with HIGHEST PAYLOAD is…
SPCIFICATION 407 PICKUP MAX PICK
UP
DIFFERENCE
Vehicle cost 485000 489000 4000
Down payment (15%) 72750 73350 600
Insurance 14000 14000 0
Registration 3000 3000 0
Road Tax: Life tax for Maxx
Annual tax for 407 pick up
10000 47000 37000
Total initial investment 99750 137350 37600
How does it compare with MAX on price…?
4.89 Lac 4.85Lac
Summary of comparisons
82
SPCIFICATION TATA 407 PICK UP MAHINDRA MAXX PICK UP
Gvw (KG) 4450 2820
Payload(KG) 2250 1160
Overall length(MM) 4700 5219
Turning Circle (M) 11 12.7
Height of loading platform from floor(MM)
970 990
Loading platform (MM) 2533*1905 2540*1700
Tyre size 7.00*16 15’’RADIAL
Service interval 20000KM 5000KM
Total expences for 50000 6250 18085
Vehicle cost 489000 485000
83
CHAPTER 4
SWOT ANALYSIS
A SWOT analysis is a strategic planning tool used to evaluate the strengths,
Weaknesses, Opportunities & Threats involved in a project or in a business
venture or in any other situation requiring a decision.
STRENGTHS
TATA motors is market leader In automobile industry with high market share.
TATA motors company have hugr employee base.
84
TATA motors employee productivity percentage is higher.
TATA motors produce low price Trucks with low fuel consumption.
TATA motors is the reputable brand in Indian industry
TATA motors limited is india’s largest automobile company with revenues of Rs.
35651.48 crores(8.8 billion)
The company’s dealership. Sales. Service and spare parts network comprises over
3500 touch points.
Tata motors has been aggressively acquiring foreign brands to increase its global
presence.
The research and development department of tata motors is very strong.
Tata motors posses high corporate responsibility.
Weaknesses
Shareholders of TATA motors are not getting much from their investments due to
low ROI on shares.
The thing which customer not like about TATA motors vehicles is weak safety
standards.
Domestic sales are not impressive.
TATA always followed the low cost advantage strategy although the other segment
such as Trucks are still untapped.
Opportunities
As it is low cost vehicle product so it can take the advantage of this strength to
exploit the opportunity by entering into the third world countries.
Incorporate safety features in the vehicles to gain more customer satisfaction and
allow the safety cautious people to become the customer of TATA motors.
Manufacturing luxury vehicles to attract corporate segment
Joint venture and acquisition in other countries.
85
Threats
The prices of material such as steel, plastic, rubber is rising which also raise the
total production cost of vehicle.
TATA motors has cost advantage over its competitors.If the competitors will
follow the same strategy then it may reduce the sales of TATA motors.
Low safety standards
Fluctuation in the economic condition
Rising prices of petrol, diesel and CNG
GENERAL INTRODUCTION
1) PROBLEM DEFINITION
DEFINITION:-
In order to carry out the research programmed, the researcher should know the basic
problem. A competent researcher will not accept a research, until he understands the
problem definition is the core of research process. As such it denotes the particular most
86
important step to be performed. According to researcher’s viewpoint problem
identification represents conversion of the management problem in to research problem.
In the case, the topic is to know the “customer satisfaction towards TATA MOTORS” the
basic problem is to know the satisfaction of the consumer is at present towards the TATA
MOTORS. What people think about it? The main problem is to know how many people
are interested in purchasing the TATA MOTORS vehicle.
2) OBJECTIVES OF THE STUDY:-
The main objective of the study can be explained as below:-
To know how many persons are willing to buy the TATA MOTORS
TRUCK?
To know the different criteria that the customer undertakes while
purchasing the Truks.
Through customer satisfaction, we can know the current position of TATA
MOTORS in the market.
Also the study will provide detail about the automobile sectors and the
position of the company will be known.
3) SCOPE OF THE STUDY:-
Scope of the study is to know the customer satisfaction about TATA
MOTORS through of different areas. I.e. different areas. In Agra city.
4) RESEARCH METHODOLOGY
“Research is an organized inquiry designed and carried out to provide
information for solving problems.”
- Fred Kerlinger.
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“Research is careful inquiry or examination to discover new information or
relationships and to existing knowledge.”
- Francis Rammel.
RESEARCH COMPONENTS:-
Research design:-
Research design is the plan for collecting the information related to the
study. Research design explains the methods that are used for collecting the
information. The research design will focus attention on the different methods that
are used for collection of the data. Also it will help to solve the problem.
Different forms of collecting the data will be tasted in the research design.
In this case, survey method is used to collect the necessary data in the
survey method, the personal interview is used to collect the information from the
respondents, and questionnaires are used. The respondents are visited personally,
and the detail information is collected related to the study. The question mainly
focuses attention on the consumer behavior to fulfill the objective of the study
DATA COLLECTION METHOD:-
There are two types of methods used data collection i.e secondary data &
primary data.
I collect primary data.
(1) Primary Data:-
Primary data are those, which are collected for the first time and they are
original in character. The researcher he to study a particular problem collects
there.
88
Questionnaire carrying various questions regarding research method.
Researchers personally visited to the consumer and ask the questions and sub
questions to him and recorded the answer in the questionnaire.
During the visit to consumer the researcher observe that the consumers are
frightened to disclose of information due to the income tax and sales tax
authority.
For this study the researcher did not simply relied on the questionnaire but
also adopted the observation method for collecting real facts.
SAMPLING PLAN:-
Sampling plan includes.
(A) Sampling unit
(B) Sample size
(C) Sampling method
(A) Sampling Unit:-
In my study the market survey was conducted in Agra city. Conducted I have
covered different areas under my study. Different areas like Transport nagar &
other areas of the city are covered by researchers during the study.
(B) Sample Size:-
One of the most important parts for the research is to decide sample size. I have
taken 100 samples. The sample size explains how many consumers are covered in
the study?
89
5) LIMITATION OF THE STUDY:-
The time period of the survey being only two months it was not possible to
conduct a highly in depth and details study.
Different people have a different thought, process and different attitudes. As a
result their manner of answering the questions of the study differs the answers
received sometimes good while sometimes they where negative.
A census survey is not possible due to time period so I have selected sample surve
E) ANALYSIS & INTERPRETATION:-
TABLE NO:-1
Table showing the genders of the respondents
Category Percentage
Male 85
Female 15
Total 100
90
malefemale
0102030405060708090
percentage
percentage
ANALYSIS:
85% of the respondents are male
15% of the respondents are female.
TABLE NO:-2
Table showing distribution on the basis of the occupation
Occupation Percent
Professional 35
Govt. employer 15
Private employer 10
Businessman 35
Other 05
Total 100
91
malefemale
0102030405060708090
percentage
percentage
Pro-fessi-nonal35%
Govt. Employee15%Private Employee
10%
Busi-nessman
35%
Other5%
Percent
ANALYSIS:
35% are Professionals , 15% are Govt. Employee,10% are private Employee
35% are Businessman and 05% are other.
TABLE NO:-3
This table showing SOURCE OF FINANCE
Model Of Purchase
Percentage
Loan 85
Cash 15
Total 100
92
Loan Cash0
102030405060708090
Percent
Percent
ANALYSIS:-
In source of finance 85% respondent are buy trucks by loan which is very high & then by cash which is15%, deference between this is very high.
TABLE NO:-4
Table showing the reasons of purchase from Ashok auto sales (authorized dealer).
Reason Of Purchase Percentage
Quick Delivery 20
Customer Care 35
After Sales service 40
All 05
Total 100
93
Quick Delivery20%
Customer Care35%
After Sales service40%
All5%
Percent
ANALYSIS:-
20% respondent are satisfactory with Quick delivery
30% respondent are satisfactory with Customer care
40% respondent are satisfactory with After sales service
05% respondent are satisfactory with All
TABLE NO:-5
This table showing about price of TATA Trucks when compared with its facility
Facility Percentage
High 10
Normal 80
Low 10
Total 100
94
High Normal Low0
10
20
30
40
50
60
70
80
90
10
80
10
Percent
Percent
ANALYSIS:-
Here we can see that 80% respondent give normal, and then second high which is
10% , so performance of tata Trucks is best.
.
TABLE NO:-6
This table showing satisfaction with Tata Trucks
Satisfaction Percentage
Yes 60
No 40
Total 100
95
Yes No0
10
20
30
40
50
60
70
Percent
Percent
ANALYSIS:-
60% respondent are satisfied with Tata trucks
40% respondent are unsatisfied with Tata Trucks
.
TABLE NO:-7
MOST TWO FEATURES OF TATA TRUCKS
Attribute Percentages
New model & design 30
Mileage 40
Pick-up 20
Other 10
96
Total 100
New model & design
Mileage
Pick-up
Other
0 5 10 15 20 25 30 35 40
30
40
20
10
Percent
ANALYSIS:-
In most features that in first is mileage which is 40%, then on second is new model and design which is 30% & on third pick up which is 20%, out of 100 respondents. So mileage is most features selected by respondents.
TABLE NO:-8
This table showing the maintenance cost of Tata Trucks
Maintenance Cost Percentages
Medium Cost 60
Low Cost 35
High Cost 05
Total 100
97
Medium CostLow Cost
High Cost
0
10
20
30
40
50
6060
35
5
Percent
ANALYSIS:-
60% responders are satisfied because of medium maintains cost
05% responders are unsatisfied because of high cost of maintains.
TABLE NO:-9
This table showing performance of Tata Trucks
Performance Percentages
Excellent 30
Good 55
Poor 15
Total 100
98
Excellent Good Poor0
10
20
30
40
50
60
Percent
Percent
ANALYSIS:-
Out of 100 responders 30% are feel its excellent performance and 55% responders
are feel it’s good performance and remaining 15% feel its poor performance.
TABLE NO:-10
Table showing the satisfied with service provide by Ashok auto sales Agra (authorized
dealer)
Service Percentages
Yes 71
No 29
Total 100
99
Yes No0
1020304050607080
Percent
Percent
ANALYSIS:-
71% Are satisfied with service provide by Ashok auto sales Agra (authorized
dealer) and 29% not satisfied
TABLE NO:-11
This table showing satisfaction with Tata motors responding to customers’ needs
Satisfaction with company Percentages
Yes 67
No 33
Total 100
100
Yes No0
10
20
30
40
50
60
70
Percent
Percent
ANALYSIS:-
This chart shows that 33% customers are unsatisfied with Trucks, 67% customers
are satisfied.
TABLE NO:-12
Table showing, satisfy the quality of workmanship of Ashok auto sales Agra (authorized
dealer)
Quality of workmanship Percentages
Highly Satisfied 10
Satisfied 65
101
Not Satisfied 25
Total 100
Highly Satisfied Satisfied Not Satisfied0
10
20
30
40
50
60
70
Percent
Percent
ANALYSIS:-
10% responders are highly satisfied with service quality provide by Ashok auto
sales 65% responders are satisfied and 25% responders unsatisfied with service
quality provide by Ashok workshop.
TABLE NO:-13
Table showing the reasons to go for Tata Trucks
Category Percentages
Price 00
fual efficiency 25
traveling comfort 54
brand name 17
Other 04
102
Total 100
price
fual effi
ciency
trave
ling c
omfort
brand nam
e
other
0102030405060
percentage
percentage
ANALYSIS:
25% of responders prefer Tata for fuel efficiency
54% of responders prefer Tata for Traveling comfort
17% of responders prefer Tata for brand name
From the above statement it is clear that maximum no of responders chose tata for
traveling comfort.
TABLE NO:-14
Table showing opinion on the information given by sales representative
Category Percentages
Satisfactory 45
Convincing 29
Unsatisfactory 16
Bad 10
103
Total 100
satisfaction convincing
unsatisfactorybad
05
1015202530354045
Percentage
Percentage
ANALYSIS:-
45% of responders are satisfactory on the information and demonstration givan by
sales representative.
29% of respondent are convincing on the information and demonstration givan by
sales representative.
Maximum no of responders are satisfactory on the information and demonstration
givan by sales representative.
TABLE NO:-15
Table showing whether TATA has to increase its services centers both in Rural and
URBAN AREAS?
Category Percentages
Yes 89
No 11
Total 100
104
yesno
0102030405060708090
percentage
percentage
ANALYSIS:-
89% respondent say YES regarding whether TATA has to increase its services
centers both in rural and urban areas.
Maximum no of responders say YES regarding wther TATA has to increase its services
centers both in rural and urban areas.
B) FINDING:-
Based on the data gathered by administrating schedules to customer the following
observations are made.
Maximum number of respondent have chose Tata Trucks, as it is well suited for
traveling both in rural and urban areas.
The maximum no…… of people are very much satisfied with the overall
performance of Tata Trucks.
105
Most of the customer has the opinion that looks of Tata Trucks leads to their
satisfaction.
Customers are dissatisfied with the fuel consumption.
Some customers are extremely satisfied with safety and comfort & some are
neutral in their opinion.
Most of the customers are using the vehicle for their own purpose.
Customers are not much with the maintenance cost.
Customers are of the neutral opinion regarding the design.
Maximum no... Of customers are of the wish that not to recommend Tata Truks to
others.
Customers are much satisfied with the information and demo given by sales
representative.
Most of customers are of opinion that Tata should increases its service centers in
rural and urban areas.
C) SUGGESTIONS
The study is aimed at analyzing customer satisfaction with sample 100 members, which
has helped in getting an overall view of customer satisfaction toward Tata Motors
considering different criteria.
Recommendation Tata company has to implement good customer
relationship management strategy that enhances customer satisfaction level.
106
The company can undertake R&D to improve the existing feature which field helps
increase in the customer satisfaction.
The company should promote about the entire feature offered by it.
As majority of the customer give opinion that they are satisfied is the factors,
services and design of the product of the company should taken not only maintain
the existing standard but also enhance them.
To increase the mileage efficiency.
To provide mobile services where one should be able to reach the spot in case of
any break down.
To bring down the cost of spares and improve.
Customer care is the best way to build long term relation, because they also have
emotional and psychological needs when they purchase a Trucks
D) CONCULUSION
Tata is one of the best companies because of its good environment. The experience
in the organization was great because I have learnt many practical concept and
came to know how actually an organization works.
107
This study is done to know the customers satisfaction towards Tata Trucks, with
the help of data collected from customers through questionnaires. By this study we
also knew that customers have mixed opinion about Tata Trucks.
The result of the survey conducted showed that most of the customers purchase
Trucks based on mileage followed by price. This study also shows that customers
prefer looks of the Trucks
108
CHAPTER 5
BIBLOGRAPHY
109
Referred books
Consumer behavior
Marketing research
Internet
http://www.siamindia.com/ - homepage of the Society of Indian Automobile