The Project report on

A PROJECT REPORT

ON

“ CUSTOMER SATISFACTION OF TVS VEHICLES AT

SURYAPRATAP TVS”

BANGALORE

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS

OF

BACHELOR OF BUSINESS ADMINISTRATION DEGREE

COURSE OF BANGALORE UNIVERSITY

Submitted by

TEJUS R

REG.NO: 15VFC26123

Under the guidance of Prof. Rajkumari

New Horizon College of Management

2017-2018

NEW HORIZON COLLEGE

MARATHHALLI , BANGALORE-560103

CERTIFICATE BY THE GUIDE

This is to certify that the project titled “A report on customer

satisfaction of Tvs vehicles at Suryapratap Tvs” Bangalore is based on

the original study conducted by Mr.TEJUS.R (15VFC26123). The project

report has been prepared under my (Prof. RAJKUMARI) guidance and

supervision during the year 2017-18.

The work has been satisfactory and is recommended for consideration

as a partial fulfillment of the requirement for the award of the degree of

BACHELOR OF BUSINESS ADMINISTRATION programme offered

by Bangalore University, Bangalore.

To the best of my knowledge, the matter represented by him is

original and has been submitted earlier. This project report is not submitted

for the award of any Degree or Diploma or any other title.

Date:

Place:

Signature

ACKNOWLEDGEMENT

I would like to take this opportunity to express my gratitude to all those who

guided me in the right direction to complete this project report. First to all, I

would like to express my sincere gratitude to manager of “SURYAPRATAP

TVS” and other staff members of the company who gave me permission and

valuable information to successfully carry out and complete this project

report.

In addition, I would like to thank DR R. BODISATVAN, Principal of

NHC. Bangalore for giving opportunity to carry on this project. I would

also like to thank Prof. SOWMYA.J , HOD –Dept. of Commerce &

Management of NHC, Bangalore for inspiring and supporting me to

complete the study.

I would like to express my deep sense of gratitude to my guide

Prof . RAJKUMARI, whose valuable time and guidance helped me to

complete this project report.

Finally I would like to thank all my friends, well-wishers and my

parents who acted as a source of encouragement to complete this project

report.

Date:

Place: Signature

TEJUS . R

STUDENT DECLARATION

I here by declare that the project titled, “A REPORT ON

CUSTOMER SATISFACTION OF TVS VEHICLES AT

SURYAPRATAP TVS” is an original bonafide work carried by me during

the year 2017-2018 under the guidance and supervision of Prof.

RAJKUMARI , NEW HORIZON COLLEGE, Bangalore.

I also declare that no part of this report has been previously

published or submitted as a project report for any Degree or Diploma of any

university.

Date:

Place:

Signature

CERTIFICATE

This is to certify the project report entitled “A REPORT ON CUSTOMER

SATISFACTION OF TVS VEHICLES AT SURYAPRATAP TVS” has

been successfully carried out by TEJUS . R (Reg.No.15VFC26123) student

of final year B.B.A in New Horizon College, Bangalore at

“SURYAPRATAP TVS” Bangalore in partial fulfillment of the

requirement for the degree BACHELOR OF BUSINESS

ADMINISTRATION of Bangalore University for the academic year 2017-

18.

Project guide Head of the Department Principal Mrs.Rajkumari Mrs.sowmya.J Dr R Bodisatvan

CONTENTS

Sl.No PARTICULARS Page No.

1 INTRODUCTION 1-11

2 COMPANY PROFILE 12-27

2.1 -HISTORY, GROWTH AND DEVELOPMENT 13-14

2.2 -PRODUCT PROFILE 14-27

3 RESEARCH DESIGN 28

3.1 -TITLE 29

3.2 - RESEARCH PROBLEM 29

3.3 -OBJECTIVE OF STUDY 29

3.4 -SCOPE OF STUDY 30

3.5 -OBJECTIVES 30

3.6 -RESEARCH METHODOLOGY 31

3.7 -SAMPLE, SELECTION & CHARACTERISTICS 31

3.8 -RESEARCH INSTRUMENT 32

3.9 -DATA COLLECTION AND ANALYSIS 32

3.9 -LIMITATION OF THE STUDY 33

4 DATA ANALYSIS AND INTERPRETATION 34-68

5 SUMMARY OF FINDINGS, SUGGESTION

AND CONCLUSION

69-72

6 BIBILOGRAPHY 73-74

7 ANNEXURE 75-78

CHAPTERS

CHAPTER 1

INTRODUCTION

CHAPTER 2

COMPANY PROFILE

CHAPTER 3

RESEARCH DESIGN

CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

CHAPTER 5

SUMMARY OF FINDINGS, SUGGESTION AND

CONCLUSION

CHAPTER 6

BIBLOGRAPHY

ANNEXURE

LIST OF TABLES

Sl no Particulars Pg no

1 Analysis on basis of Occupation 35

2 Analysis on the basis of Monthly Income 37

3 Analysis on the basis of model of TVS vehicle owned 39

4 Showing the source through which the respondents came to know about TVS

41

5 Analysis on basis of Dealer 43

6 Analysis on the basis Year of Purchasing 45

7 Analysis on the basis of Interaction of the Executives with the Consumers 47

8 On the basis of Test ride process 49

9 Showing the features on which the Buying Decision is made. 51

10 On the Basis of Price Satisfaction of Respondents 53

11 On the basis of Satisfaction Level 55

12 Showing the table for the Service Span of the respondents 57

13 On Basis of Place of Servicing 59

14 On the basis of Mode of Purchase 61

15 Satisfaction level of Finance Schemes 63

16 On the basis of Resale Value 65

17 On the basis of Recommendation to Friends and Relatives 67

LIST OF GRAPHS

Sl no particulars Pg no

1 Showing the occupation of the respondents 36

2 Showing the respondents on Monthly Income 38

3 Showing the respondents owning TVS vehicles 40

4 Showing the source through which the respondents came to know about TVS 42

5 Showing the Dealership Preferences 44

6 Showing respondents purchasing year 46

7 Showing the response of the Executives interaction with the Customers 48

8 Showing test ride process 50

9 Showing on the basis of features 52

10 Showing Price satisfaction of respondents 54

11 Showing the satisfaction level 56

12 Showing the respondents service span 58

13 Showing the place of servicing 60

14 Showing the Mode of Purchase 62

15 Showing the Satisfaction through Finance Schemes 64

16 Showing the Resale Value 66

17 Showing the Recommendations of the Respondents 68

Customer satisfaction of TVS vehicles Sukra

NEW HORIZON COLLEGE 1

Chapter 1

INTRODUCTION



INTRODUCTION

India is the third largest producer of two wheelers after Japan and China. The two-

wheeler industry in India has enjoyed a wider appeal with the masses as a means of

private transportation.

The Indian two wheeler structures were quite monopolistic during the first thirty seven

years since independence, when industries grew at a slow pace.

Bajaj auto had an undisputed leadership over the market.

1. Consumers had to literally wait for years before acquiring a Bajaj vehicle.

2. The industry registered a compounded growth rate of 12% during the seventies.

The second phase began in the mid eighties when the sector was particularly deregulated.

This phase saw Japanese companies tying up with domestic players and newer models

were introduced in specific segments. Even though the demand was apparently strong for

scooters, most of Japanese opted to produce motorcycles except Kinetic Honda, which

choose to manufacture scooters.

The annual growth rate for the two wheelers industry during this phase stood at 16%.The

third phase began in 1994, when sales started picking up the market saw a steep increase

in the demand. In 1995 the industry produced about one million scooters, six lakh

motorcycles. During April 1995 to December1995 scooter sales grew by 17.26% and

motorcycles sales grew by 37.16%. By January 1999 the scooter sales started dipping

and the motorcycles sales started reaching new height with the use of new technology and

with the emergence of new models in the market.



Demand drivers for growth of industry

With the beginning of new millennium the overall sales of the motorcycles is increasing

day by day with many new players entering the market with new technology, design and

style.

The demand for two-wheelers has been influenced by a number of factors over the past

five years. The key demand drivers for the growth of the two-wheeler industry are as

follows:

▪ Inadequate public transportation system, especially in the semi-urban and rural areas;

▪ Increased availability of cheap consumer financing in the past 3-4 years;

▪ Increasing availability of fuel-efficient and low-maintenance models;

▪ Increasing urbanization, which creates a need for personal transportation;

▪ Changes in the demographic profile;

▪ Difference between two-wheeler and passenger car prices, which makes two-wheelers

the entry level vehicle;

▪ Steady increase in per capita income over the past five years; and

▪ Increasing number of models with different features to satisfy diverse consumer needs.

A significant trend witnessed over the past five years is the inclination of consumers

towards products with superior features and styling. Better awareness about international

models has raised expectations of consumers on some key attributes, especially quality,

styling, and performance. High competitive intensity has prompted players to launch

vehicles with improved attributes at a price less than the competitive models.

In an effort to satisfy the distinct needs of consumers, producers are identifying emerging

consumer preferences and developing new models. For instance, in the motorcycles

segment, motorcycles with engine capacity over 150cc, is a segment that has witnessed

significant new product launches and hence, become more competitive. The indigenously

launched Pulsar 150 had met with success on its launch and thereafter, a host of models



have been launched in this segment by various players. While Bajaj Auto launched the

Pulsars (150 and 180 cc) with digital twin spark technology (DTSi) that offers a powerful

engine and fuel efficiency of 125 cc models, model launches by other players include

LML's Graptor/Beamer, HMSI's Unicorn besides the HHML's CBZ (improved version

launched in 2003-04) and TVS' Fiero F2. Moreover, in the recent past, the motorcycle

segment has witnessed launch of vehicles with higher engine capacity (higher than

150cc) and power (higher than 15bhp). These include models such as Bajaj Auto

Eliminator and Royal Enfield's Thunderbird followed by HHML's Karisma. Besides

these, KEL has launched premium segment motorcycles GF 170 and GF Laser besides

launching products from the portfolio of its technology partner (Hyosung's Aquila and

Comet 250). The products in this segment cater for style conscious consumers. Quite a

few players are developing models combining features such as higher engine capacity"

optimum mix of power and performance, and superior styling. However, the extent of

shift to these products would depend on the positioning of such products in terms of

price.

In the scooters segment, the market for plastic-bodied variomatic scooters continues to

witness growth in the scenario of overall decline in scooter volumes. Higher volumes and

growth are especially true for certain scooter models, such as Honda Activa, that brought

in new technology (besides variomatic transmission) to further differentiate themselves.

Thus, the need to differentiate and create a niche has led to companies strengthening their

research and development (R&D) capabilities and reducing the development time for

new models.



CLASSIFICATION OF TWO WHEELERS

Two wheelers are generally classified as motorcycles, scooters and mopeds.

Motorcycles: The motorcycles segments grew by 28% in terms of sales in 1995,

which is remarkable by all standards.

In the eighties, the only available motorcycles in the Indian market were the conventional

indigenously built rajdoot, Bullet and Yezdi. This changed drastically when Japanese

introduced their 100 cc Motor Cycles in Indian Market. The superior styling and better

ergonomics led to increase in market share. The motor cycles made in colloboration with

Japanese technology by Bajaj auto and Hero Honda account for a 58% of the Motor

Cycle market. They are not only fuel efficient because of the four stroke engines, but

also well styled for Indian customer. Apart from Bajaj and Hero Honda, the other two

brands belonging to the segments are escorts Yamaha and TVS MOTORS COMPANY

Scooters: In 1994-95 the scooter segment accounted for 46.08% of two wheelers

industry and crossed the one million mark. As such the scooter segment has grown by

34.33% which is one of greatest achievement of industry.

The most important contributor to the segment is Bajaj Auto, with an installed capacity of

12.72 lakh scooter per annum. In fact, the company is the largest manufacture of two-

wheeler in the country and fourth largest in the world. Other companies which are

involved in manufacturer of scooter are LML with a capacity of 20,000 Scooters per

annum and kinetic Honda. In both the companies (LML Ltd, Kinetic Honda) foreign

partners enjoy a majority stake.



Mopeds: In 1972, Indian consumers were introduced to the model of two wheelers,

which was popularly known as the mopeds. This segment was dominated by Luna,

which became virtually to generic name for mopeds and came to be identified with lower

middle class of the country because it was the cheapest available two wheeler with

maximum offered. Mopeds account for this smallest chunk in the industry.

However this segment has failed to grow especially compared to Motor Cycles and

scooters. During the eighties, mopeds were quite popular in the first half of the eighties,

the sector showed a phenomenal growth of 65% during 81-85. During 94, mopeds

registered a growth of just 13%. Kinetic engineering is one of the leading producers of

mopeds in India. The company came into the lime light with indigenously build Luna.

Beside this, the company has five models in the moped section-Super, Spark, Magnum

and TFR. With domestic competition hooting up better models have hit Indian roads,

which have eaten into the market share of this company. Today its main competitors are

TVS Motors Company.



MARKETING IN AUTOMOBILE INDUSTRY

Automobile is one of the largest industries in global market. Being the leader in product

and process technologies in the manufacturing sector, it has been recognized as one of the

drivers of economic growth. During the last decade, well¬-directed efforts have been

made to provide a new look to the automobile policy for realizing the sector's full

potential for the economy. This is one of the fastest growing Industries and there is great

scope for the product in the Indian market. In India people will go more for two wheeler

compared to western countries where in people will go for four wheelers, as it is

economical, low maintenance cost.

The major players in Indian two wheeler automobile industries are:

1. Bajaj

2. Vespa

3. Kinetic

4. TVS

5. Honda

6. Yamaha

7. Suzuki

8. Mahindra

9. Royal Enfield



CONSUMER BEHAVIOUR

Consumer Behavior studies how individuals get, select, buy, use and dispose of goals to

satisfy needs and wants. Consumer behaviour includes the study of what they buy, why

they buy, when they buy, where they buy, how often they buy it, how often they use it, so

consumer behaviour includes understanding what exactly the consumer wants to buy

from a variety of choices for what reasons they buy it or for what purpose they buy it,

how

Often they buy, usually where they make the purchases from super markets, malls, etc.

and at what frequency they consume it.

1.9. MARKETING INFORMATION SYSTEM:

Information system is an organized way of receiving, recording, analyzing and sending

message. It includes both formal flow of information as well as informal flow of

information.

Any information that is required to better the market is called market information. Market

information provides a manufacturer or marketer everything he wants to know.

Marketing Information System (MIS) is an organized on-going system for providing

information to decision makers in the marketing filed. Marketing Information System

may be defined as

"A set of procedures a methods for the regular and planned analysis and presentation of

information which are useful to take marketing decision" - K. Cox and R. Good. MIS is a

systematic collection of information's which are useful to take marketing decisions.



MARKETING RESEARCH

Marketing Research has wider meaning and scope. It is the systematic gathering,

recording and analyzing of data about problems connected with the market place, i.e.

problems relating to product, price, place and promotion of the 4 P's of the Marketing

Mix.

The American Marketing Association defines Marketing Research as follows:-

Marketing Research is the function which links the consumers, consumer and public to

the marketer through information used to identify and define marketing opportunities and

problems; generate refine and evaluate action; monitor marketing performance; and

improve understanding of marketing as a process.

Marketing Research is concerned with all those factors which have a direct impact upon

the Marketing of products and services. It is the study of any part of total marketing

process. In concentrates on the study of product planning and development, pricing,

policies, effectiveness of personal selling, advertisement and sales promotion,

competition and the entire area of buyer behavior and attitudes in the market place.

1.10. CONSUMER SATISFACTION

CONSUMER - Consumer is the person who is having willingness to buy the product

and supported by the enough monetary power to pay for it. The consumer buys "A

product to fulfill his demand. So, the consumer expects full satisfaction by the product for

which he is paying".

Consumer Satisfaction is a term frequently used in marketing. While it’s often

abbreviate as consumer satisfaction, it is more correct to abbreviate it as Consumer

satisfaction. It is a measure of how products and service supplied by a company meet or



surpass consumer expectation. Consumer satisfaction is defined as “the number of

consumers, or percentage of total consumers, whose reported experience with a firm, its

products, or its services (ratings) exceeds specified satisfaction goals.

“Builders that can provide a high level of consumer satisfaction can differentiate

themselves from the competition”.

What keeps business alive and kicking? The consumer! How to keep the consumer

happy? Consumer satisfaction has been defined as, “The state of mind that consumers

have about a company and its products or services when their expectations have been met

or exceeded”.

Consumer satisfaction levels can be kept high by providing consumer with great product

or service. Consumer satisfaction surveys are developed to provide an understanding of

consumers’ expectations and satisfaction.

Consumer service research includes measures of overall satisfaction, satisfaction with

individual product and service attributes, and satisfaction with benefits of purchase. The

best approach to measuring consumer satisfaction and building consumer satisfaction

surveys depends on the kind of product or service provided.

The kind of consumers served, how many consumers are served, the longevity and

frequency of consumer/supplier interactions, and what you intend to do with the results.

Companies should try to satisfy their consumers. Satisfied consumers usually return and

buy more, they tell other people about their experiences, and they may well pay a

premium for the privilege of doing business with a supplier they trust. Statistics are

bandied around that suggest that the cost of keeping a consumer is only one tenth of

winning a new one. Therefore, when we win a consumer, we should hang on to them

Consumer satisfaction measures how well the expectations of a consumer concerning a

product or service provided by your company have been met.



Consumer satisfaction is an abstract concept and involved such factors as the quality of

the product, the quality of the service provided, the atmosphere of the location where the

product or service is purchased, and the price of the product or service. Businesses often

use consumer satisfaction survey to gauge consumer satisfaction. These survey are used

to gather information about consumer satisfaction.

Consumer satisfaction is influenced by perceived quality of product and service

attributes, and is moderated by expectations of the product or service.

Consumer attitudes towards a product develop as a result of product information or any

experience with the product, whether perceived or real.

Satisfaction can influence other post-purchase/post-experience actins like communicating

to others though word of mouth and social networks.



Chapter 2

COMPANY

AND INDUSTRY

PROFILE



PROFILE OF TVS MOTORS COMPANY

COMPANY PROFILE

History, Growth and Development

TVS Group originated as a transport company in 1911. TV Sundaram Iyengar and Sons

Limited are the parent and holding company of the TVS Group. TV Sundram Iyengar

and Sons Limited have the following three divisions:

1. TVS and Sons

2. Sundaram Motors

3. Madras Auto Service

TVS Motors Company was formerly known as TVS Suzuki a leading two wheeler

company began with the vision of the founder, the late T.S. Srinivasan of the

Sundaram Clayton Group - ‘to design, develop and produce an affordable moped for

Indian family’. This vision was realized in 1980 when TVS 50 India’s first two seated

moped rolled out of the factory at Hosur in Tamil Nadu, southern India.

A byword for ruggedness and reliability, the TVS 50 proved to be a promising success

and paved the way for many successes for TVS Motors Company ever since. The TVS

50XL, a proven much sought after moped, like wise the TVS Champ and the Super

Champ, were created for those who want economy fused with sporty looks. And now

the new XL super with a 70 cc high-tech power pack is all set to re define the category

of mopeds in the country.

Along with the economy two wheeler ranges, it has constantly worked on innovating the

motorcycle segment as well.



The TVS VICTOR was launched for the time conscious urban commutator.

The TVS MAX100 was engineered for those who demanded strength and ruggedness.

The TVS FIERO was for those who wanted raw power.

Today TVS Motors Company continues to keep one step ahead. The TVS Scooty, a

60cc scooterette is yet another example of the company pioneering a new category and

emerging as a market leader in it.

TVS Motors Company has registered a 60% growth in its turnover for the first five

months of the current fiscal year. Sales jumped to Rs 1,094 crores from 682 crores in the

corresponding period of the previous year.

In the terms of volume the company has sold 4.54 lakh units (3.09 lakh units Previous

year) a growth of 47 percent. The Motorcycle volume doubled to 2.77 lakh units during

the April-August period. TVS Vector, the company’s trump card crossed over 2,00,000

units within a year of its launch.

PRODUCT PROFILE

TVS Suzuki promoted the company in 1980 with the release of TVS-50; the first two-

seater moped in India at hosur in TamilNadu, southern India. But now TVS has broken

its tie with Suzuki motors and now it is called TVS MOTORS COMPANY



The various models of motorcycles available now are

• TVS Apache

• TVS Apache RTR FI 160

• TVS Centra

• TVS Fiero FX

• TVS Flame

• TVS Scooty Pep +

• TVS Scooty Streak

• TVS Star

• TVS Star City 110

• TVS Victor

• TVS Victor GLX 125

• TVS XL Super

• TVS 180 RTR Menace

• TVS WEGO

• TVS Apache RTR 180 With ABS

• TVS Jupiter

• TVS Victor (2016)

• TVS Sport

• TVS Star City +

• TVS Apache RTR 200 (4v)

• TVS Phoenix

• TVS MAX4R

• TVS XL 100

• DRAKEN (yet to be launched)

http://www.surfindia.com/automobile/tvs-apache.html

http://www.surfindia.com/automobile/tvs-apache-rtr-fi-160.html

http://www.surfindia.com/automobile/tvs-centra.html

http://www.surfindia.com/automobile/tvs-fiero-fx.html

http://www.surfindia.com/automobile/tvs-flame.html

http://www.surfindia.com/automobile/tvs-victor-new-glx.html

http://www.surfindia.com/automobile/tvs-apache180rtr.html





2.7.MILESTONES OF TVS MOTORS:

1980 • India's first 2 seater 50cc Moped TVS 50, launched in Aug.

1984 • First Indian Company to introduce 100cc Indo-Japanese

motorcycles in Sept.

1994 • Launched first indigenous Scooterette (sub-100 cc variomatic

scooters), TVS Scooty in June.

1996 • Introduced first catalytic converter enabled motorcycle, the 110cc

Shogun in Dec.

1997

• Launched India's first 5-speed motorcycle, the Shaolin in Oct.

2000

• Launched TVS Fiero, India's first 150 cc, 4 stroke motorcycle in

April.

2001

• Launched TVS Victor, 4-stroke 110 cc motorcycle, in August,

India's first fully indigenously designed and manufactured

motorcycle.

2004

• Launched TVS Centra in January, a world-class 4-stroke 100 cc

motorcycle with the revolutionary VT-i Engines for best-in-class

mileage.

2005-06

• Launched TVS Star in Sept, a 100 cc motorcycle which is ideal for

rough terrain.

2010-11

• Launched TVS Wego in June, a 110 cc motorcycle which is ideal

for Body balance and it has awarded as a “scooter of the year”



2011-12

• 6 Jul 2011 Launched TVS Apache RTR 180 ABS - Quicker lap

times, Quicker Speed Recovery, Quicker humiliation of the

competition.TVS Apache RTR 180 has been awarded Motorcycle

of the year ...

2013-14 Formed alliance with BMW

2014-15 • TVS and BMW joined and designed GS 310 ( SPORTS EDITION)

and Draken

2015-2016 • TVS launched Apache 200 (4v)

2.8. AWARDS:

• TVS Motor won prestigious the Deming Application Prize in 2002.

• In the same year, the work done for the TVS Victor motorcycle won TVS Motor

the National Award for successful commercialization of indigenous technology

from the Technology Development Board, Ministry of Science &Technology,

Government of India.

• In 2004, TVS Scotty Pep won the 'Outstanding Design Excellence Award'

from Business World magazine and the National Institute of Design, Ahmadabad.

• The effective implementation of Total Productivity Maintenance practices won

TVS Motor the TPM Excellence Award given by the Japan Institute of Plant

Maintenance in 2008.



• TVS Motor has won several management awards, notable among them being the

Emerging Corporate Giant in the Private Sector awarded by The Economic

Times and the Harvard Business School Association of India. Business

Today magazine awarded TVS Motor the Best Managed Company and the Most

Investor Friendly Company awards. Its advertising practices won it the Good

Advertising Award by Auto India Best Brand Awards, 2009.

• The University of Warwick, United Kingdom, gave him an honorary Doctorate of

Science degree while the Government of India honored him with the Padma Shri,

one of India's highest civilian distinctions.

• Innovative implementation of Information Technology has won TVS Motor the

Ace Award for Most Innovative Net Weaver Implementation in 2007, awarded by

technology major SAP AG and the Team Tech 2007 Award of Excellence for

Integrated use of Computer-aided engineering Technologies



2.9. PRODUCTS OF TVS MOTORS

Apache RTR 180 ABS:

Armed with ABS (Anti-locking Braking System), TVS Motor Company's new

offering the Apache RTR 180 ABS will retail at Rs.78,880 (ex-showroom Delhi).

Launched for the first time in the country, TVS has introduced Anti-lock Braking System

on its flagship product, the Apache RTR 180. The company has given its premium

segment offering formidable stopping power with ABS technology which significantly

improves braking and is a prominent safety measure often found on all modern-day cars.

Jointly developed by TVS along with Continental Corporation, the ABS system prevents

the brakes from locking under emergency situations and at the same time improves

overall braking performance by reducing stopping distance and time in all weather

conditions like dry or wet, thus helping in improving the overall safety of the rider. With

the ABS technology, an average rider will have 10-25 per cent quicker stopping distance

on dry roads and 20-30 per cent on wet roads. Whereas, the professionals will be able to

achieve 16 percent quicker stopping distance on wet roads.

http://www.google.co.in/imgres?q=tvs+apache&hl=en&sa=X&prmdo=1&tbas=0&biw=1350&bih=602&tbm=isch&prmd=imvnsr&tbnid=oIPjuSCAo_nBQM:&imgrefurl=http://www.2wheelsindia.com/2011/03/tvs-apache-rtr-180-with-abs-launched.html&docid=UuE1lE-jx3fuoM&imgurl=http://1.bp.blogspot.com/-tUQoqXHrHOs/TXpiJ1J5MUI/AAAAAAAAHvE/Cd7KKVE09oM/s1600/Apache+RTR+180.jpg&w=900&h=573&ei=K30jT4ewH8n5rAev1pyaCA&zoom=1



" Power of 17bhp @ With this new, compact motorcycle ABS which has been developed

by Continental's Chassis and Safety Division in collaboration with TVS, we have further

strengthened our presence in the Indian Automotive industry," said MuraliSrinivasan,

General Manager, Chassis and safety division, Continental. With maximum 8500rpm, the

Apache churns out 15.5Nm of torque at 6500 rpm and delivers upto 44-45 kmpl of

mileage. Available only in glittering white colour and tubeless tyres, the bike will be sold

via select few dealerships across the country.



APACHE RTR 160 REVIEW:

Appearance:

TVS Apache RTR 160 is a

handsome bike. Lookwise, it has

balanced flesh over every part. It

come with a wonderful, well

crafted protective covering at

front. It houses clear headlamps

and large windscreen. As per the

looks, the bike is handsome with

attractive cosmetic work. The

hood, front muffler, fuel tank ,

engine fairing and rear side

panels are in body colour except

black one. Aerodynamic fuel

tank shrouds at both ends are there. Body colour engine fairing is incorporated in the

machine. Forged break lever do away other competitors. The forged levers are not only

good looking but also lighter in construction. The handlebar come in a very new style

as it is equipped with clip-on handlebar. It got the support of rigid base.

Both side handles added on it. LCD Dashboard incorporates speedometer, trip meter,

fuel gauge, clock in digital mode while tachometer in analogue style. Interestingly,

extra features are given at dashboard. These are service reminder and battery indicator

along with common turn indicator, high-low beam indicator. Its digital dashboard also

includes the data logging feature as in race bike which show the lap time between 0-60

and top speed indicators. This bike also added the features like alloy foot pegs and a

supportive seat for a sporty and comfortable riding position.



Racing GT strips dominate the female. It can be seen from front mudguard to tail. In

between it covers fuel tank. The bike name monogram is a must see on the fuel tank.

RTR 160 stickers also found at rear side panels. Racing fluid stripes on the tank and on

the front muffler is a beauty to see. Racing strips at tyres looks sporty. TVS Apache

RTR 160 sports a bull horn grab bar that is splited. The split grab rail is designed to

give the pillion a safe riding experience. There is also racing fluid stripes between the

horns. Rear foot pegs are in twin colour and give comfort to the pillion. LED tail lamp

is fitted that consumes less battery power and has long life too. TVS gives utmost

attention on the design of silencer. The company claimed that it make a very pleasing

sound that is also contribute to TVS Apache appeal. The black colour silencer has

metallic heat shield. The silencer is claimed latest and newer one. Chain is left naked in

the bike that gives it a sporty look. It is perhaps the first time, in 160cc segment, that a

two-wheeler company offers naked chain.

TVS APACHE RTR 180 REVIEW:

Appearance:

TVS Apache RTR 180cc is

introduced in sports bike segment.

And, the features prove it so. This

beast suggests a lion like looks that

is going to start hunting. The front

portion of the female is stunning

and cowl incorporated nice looking

headlamp and parking light. The

headlamp and LED tail lamp is

claimed better visibility in any

weather condition. Graphics are

also refreshed in the new RTR.



Enlarged emblem of RTR and arrow shape graphics on the tank makes it distinct

identity. The sports machine incorporated all digital console. Fuel gauge, trip meter,

techno meter, speedometer, low fuel indicator and low oil indicator is a beauty to see.

The speedometer shines with blue backlit as same as RTR 160. Clock is also fitted

there to make you able to check travel time. Neutral, side indicator and high beam

indicator are also the part and parcel of the RTR series. Lap meter and service indicator

are the special features which glitter like jewels in the console. Lap meter shows the

mileage whereas service reminder gives alerts for the service. The dashboard

incorporates a special feature which enables the rider to test the top speed. The top

speed is 125 kmph.

Rear set foot pegs are light weight made of aluminum which is set as to balance body

to power ratio. Silencer of the bike has a covering of chrome plate and the exhaust

make no sound. However, most of the exterior is having black treatment. The titanium

engine is also black with fairing. Split grab rails are other special features that make

pillion rider safer. But removable rear fender is the things which add to the style of the

bike. It comes with replaceable and functional mud flap. LED tail lamp and rear grab

rails seems like an innocent bull. The company claimed that it consumed less battery

power. Six spoke alloy wheels, engine fairing, classy fuel tank, forged brake lever,

aerodynamics air scoops add to the charm of the female. The handle bars are also

refined.



TVS FIERO

The TVS Fiero F2 is a spruced-up version of the erstwhile Fiero FX. The F2 retains the

single cylinder, air-cooled, four-stroke 147.5cc engine of the original version that

generates a peak power of 12 b.h.p at 7000 rpm and a maximum torque of 10.5 Nm at

6500 rpm.

The Fiero F2 scores high on fuel efficiency. The presence of an intelligent CV Carburetor

enables the TVS Fiero F2 to operate on a pressure sensitive diaphragm with constant

vacuum, for smooth power transitions delivering super efficient mileage.

On the suspension front, rectangular box swing arm, triple rated 5-step shock absorber at

the rear and hydraulically damped front suspension gives unparalleled comfort and

superb stability even at high speeds.

The longer wheelbase and sturdy double cradle frame of the TVS F2 ensure a safe and

fatigue free ride



TVS APACHE 200 (4V)

TVS Motor Company has just launched the Apache 200 4V, the flagship bike of the

Hosur-based two-wheeler manufacturer. The TVS Apache 200 4V is the top-of-the-

line model in the Apache series. It will be available in two basic variants -

carbureted and fuel-injected, as well as with two different tyre options - with TVS

tyres and with Pirelli tyres.

ABS will also be available as an option sometime in March 2016. It's got an all -

new engine and TVS says the bike is designed with TVS Racing heritage and

keeping the racing enthusiast as a part of the target consumer group. Here's a look

at all you need to know about the new TVS Apache 200 4V.



2.10. COMPETITORS FOR TVS MOTORS

1. Bajaj:

Bajaj Auto Limited is an Indian two-wheeler and three-wheeler manufacturing

company. Bajaj Auto manufactures and sells motorcycles, scooters and auto rickshaws.

Bajaj Auto is a part of the Bajaj Group. It was founded by Jamaal Bajaj in Rajasthan.

in the 1940s. It is based in Pune, Mumbai, with plants in Chakan (Pune), Waluj

(near Aurangabad) and Pantnagar in Uttarakhand. The oldest plant at Akurdi (Pune) now

houses the R&D centre 'Ahead'.

Bajaj Auto is the world's sixth-largest manufacturer of motorcycles and the second-

largest in India. It is the world's largest three-wheeler manufacturer

2. Hero:

Hero Motocorp Ltd., formerly Hero Honda, is an Indian motorcycle (<250cc) and scooter

manufacturer based in New Delhi, India. The company is the largest two-wheeler

manufacturer in India where it has a market share of about 46% in the two-wheeler

category .The 2006 Forbes list of the 200 World's Most Respected Companies has Hero

Honda Motors ranked at #108. On 31 March 2013, the market capitalization of the

company was ₹308 billion (US$4.6 billion)

3. Yamaha:

Yamaha is a Japanese manufacturer of motorcycles, marine products such as boats

and outboard motors, and other motorized products. The company was established in

1955 upon separation from Yamaha Corporation (however Yamaha Corporation is still

the largest shareholder with 12.21%, as of June 30, 2014), and is headquartered in Iwata,



Shizuoka, Japan. The company conducts development, production and marketing

operations through 109 consolidated subsidiaries as of 2012.

4. Suzuki:

In 1909, Michio Suzuki (1887–1982) founded the Suzuki Loom Works in the small

seacoast village of Hamamatsu, Japan. Business boomedas Suzuki built weaving

looms for Japan's giant silk industry. In 1929, Michio Suzuki invented a new type of

weaving machine, which was exported overseas. The company's first 30 years focused on

the development and production of these machines



Chapter 3

RESEARCH

DESIGN



RESEARCH DESIGN

TITLE OF THE STUDY:

“A Report On Customer Satisfaction Of Tvs Vehicles At Sukra TVS”

STATEMENT OF THE PROBLEM:

SUKRA AUTOMOBILES, a distribution of TVS assigned a job of conducting a study on

customer satisfaction level towards TVS vehicles as a part of exercise being conducted

by the parent company throughout the country. The researcher in consultation with the

company and the guides has decided to conduct the same in order to know the customers

perception towards TVS vehicles.

OBJECTIVE OF THE STUDY:

The Indian two-wheeler market is getting flooded with a myriad of brands. It is being

exploded with imported bikes and indigenous bikes. Marketing techniques have ranged

from heavy investments in advertising to price slashes. R & D in each and every

company is working from dawn to dusk to get the competitive advantage over the other

brands.

The following are the objectives of present study:

1. To find out customer satisfaction level towards TVS vehicles

2. To find out the awareness of the various models of TVS among the consumers.

3. To find out the role played by advertising for influencing consumers preference.



4. To find out the attributes and values looked in by the consumers while purchasing

two-wheelers.

5. To find out the factors that influence consumers to buy a two-wheeler.

6. To recommend improvements to be made in the model

RESEARCH METHODOLOGY

SCOPE OF THE STUDY:

The research study is conducted to collect the information regarding the present status of

the firm in the competitive market of the TVS brands.

The study will also throw light on the factor influencing the competitive market of

different brands of TVS mopeds. It will also give us a clear picture of market strategy

followed by the various players in the market.

The information collected is very useful to company, student and to the customer. The

projection made will help the company to amend or modify its market strategy based on

the present scenario of the market.

RESEARCH DESIGN

This research work is basically a descriptive research as it is involved with the study of

attitudes, aspirations, expectations and problems of the people who are using motorcycles

manufactured by TVS MOTORS COMPANY.

The study is also casual in some measure to the extent that it deals with research on

customer demand.



It is impossible to meet all the people who are using TVS motorcycles and to know their

attitudes, aspirations, expectations about the brand. Naturally drawing conclusion about a

large group on the basis of small sample has become very popular and so this study is

also and exception.

SAMPLE SELECTION, SIZE AND CHARACTERSTICS

Sampling is a systematic approach of selecting a few elements (sample) from an entire

collection of units (population) in order to make some inferences about the total

population; it is a small specimen or a representation of the whole population.

The survey was done among 100 respondents who were working in various fields and

with different educational background and people were in the age group of 18-60. The

data collected by using structured questionnaires and reviewing of secondary data.

RESEARCH INSTRUMENT

The questionnaire used for this study is highly structured, it was given a final shape after

pilot study. The questionnaire consisted of twenty questions, all to be answered by the

respondent.

The respondents were also assured that the information given by them will be treated as

confidential and would be used for research purposes.



DATA COLLECTION AND ANALYSIS

Questionnaires were the only source, which was used to study. The questionnaires were

given to the people who were using TVS motorcycles by meeting them personally and

got it filled.

The collected data from the respondents with the help of the research instrument that is

the questionnaires were tabulated, analyzed and interpreted. Data analysis involved a

series of recorded observation in proper descriptive statements and inferences were

drawn.

Liberal usage of Bar charts and Graphs has been made in this study so as to make the data

illustrative.

A pilot study was undertaken before the commencement of the main survey was done

with a view to assess the validity of each question. The idea was to know whether the

respondents actually understand the language, wording and intended meaning correctly.

As a result of the experience gained from the pilot study an improved version of the

research instrument was framed from the main survey.

REVIEW OF LITERATURE

According to Daniel P. Bearth, each driver is responsible for the actual possession, care and use

of the company vehicle in their possession. [3] The increased collision involvement of company

car drivers was also found by Cartwright et al. (1996) and Dimmer and Parker (1999) who stated

that 27% of company car drivers reported involvement in at least one crash in the previous three

years compared to 18% reported by non-company car drivers. In part, the high representation of

company drivers in collision involvement can be explained by increased exposure to risk (Davey

et al., 2015), but there is anecdotal as well as the research evidence provided by Dimmer and

Parker (2005) of a ‘work driver effect’, which means that responsible companies must endeavor

to reduce the risks to society and their employees.



LIMITATIONS OF THE STUDY

1. The study would be restricted to Bangalore city only.

2.The results are based on the assumption that the information provided by the

respondents is correct and true to their knowledge and belief.

3.The study is time bound and would applicable to the current.

4.Findings of this study are indicative of the current trends.

5.The time constraint factor prevails.

6.Due to time constraint sample size is reduced to 100.

7.Some respondent’s opinion is bias.



Chapter 4

ANALYSIS

AND

INTERPRETATION



4. DATA ANALYIS AND INTERPRETATION:

TABLE - 4.1 Analysis on basis of Occupation

Occupation Respondents

Students 54

Self Employed 32

Professional 30

Source :Primary data

Analysis: From the above table it is clear that 54% of the respondents are

students, 32% are self employed (Business Class) and 14% are Professionals

(Govt sector)

Inference: It can be inferred that most of the respondents are students and

self employed as well.



GRAPH –4.1 Showing the occupation of the respondents

Respondents

0

10

20

30

40

50

60

Student Self

Employed

Professional

Respondents



TABLE – 4.2 Analysis on the basis of Monthly Income

Monthly Income Respondents

Below-10000 08

10000-20000 46

20000-30000 22

30000-40000 09

40000 & above 15


Monthly income 10000-20000 has the highest respondents of 46

Analysis: From the above table it is clear that the respondents whose income

is between 1000 and 20000 are opting for TVS vehicles more when

compared to respondents who are earning more than 20000.

Inference: It is evident that majority of respondent’s monthly income falls

between Rs.10000-20000.



GRAPH –4.2 Showing the respondents on Monthly Income

Respondents

0 10 20 30 40 50

Below-10000

10000-20000

20000-30000

30000-40000

40000 & above

Respondents



TABLE – 4.3 Showing the usage of brand from the respondents.

Brands No. of Respondents Percentage

TVS XL Super 12 12%

Scooty 12 12%

Star City 16 16%

Apache RTR 12 12%

Flame 04 04%

Victor 08 08%

TVS 50 08 08%

Fiero 08 08%

Wego 12 12%

Star Sport 08 08%

Total 100 100%


ANALYSIS:

From the above table shows that 12% of respondents are owning Super XL, 12% of

respondents are owning Scooty, 12% of respondents are owning Apache RTR, 16% of

them own Star City,08% of them own Victor,08% of them own TVS 50,and 04% of them

own Flame,08% of own Fiero, 12% of them own Wego, 08% of them owning Star

Sports.



GRAPH –4.3 Showing the usage of brand from the respondents .

Analysis:

Most of the respondents [16%] own Star City. It shows that Star City is most popular

vehicle and also respondents own XL super, scooty, apache, wego.



TABLE – 4.4 Showing the source through which the respondents

came to know about TVS

Media Respondents

Newspaper 12

Magazine 5

Television 18

Friends & Relative 60

Others 5


Analysis: From the above table it is clear that the respondents are going for

TVS vehicles through the information given by friends & relatives.

This means the company is banking on a free advertisement of ‘Word of

Mouth’.

Inference: It can be inferred that majority of the respondents are depending

upon the information given by Friends and Relatives.



GRAPH – 4.4 Showing the source through which the respondents

came to know about TVS

Respondents

Newspaper

Magazine

Television

Friends & Relative

Others



TABLE – 4.5 Analysis on basis of Dealer

Dealer Respondents

Ashwa Motors 35

Suryapratap Automobiles 25

Zen Motors 6

Bharath Motors 14

Others 20


Analysis: From the above table it is clear that as many as 35of consumers

prefer Ashwa TVS and Suryapratap TVS comes on a close with 25. Bharathi

TVS with 14 and Zen TVS have been able to bag 6. Whereas other Local

Showrooms and sub dealers have a preference of 20.

Inference: From the table it’s very clear that although Suryapratap and

Bharathi motors is the choice of the consumers Ashwa TVS have been able

to snatch away a good chunk of market. Ashwa TVS has become the

preference of 14% of the users in a very short span of time.



GRAPH – 4.5 Showing the Dealership Preferences

0 10 20 30 40

Ashwa

Suryapratap

Zen

Bharathi

Others

Respondents

Respondents



TABLE – 4.6 Analysis on the basis Year of Purchasing

Purchasing Year Respondents

2001-2005 10

2006-20010 32

2011-2013 44

20014-2017 14


Analysis: From the above table it is clear that many of the respondents have

bought in the year 2011 to 2013 and then in the year 2006 to 2010

Inference: It can be clearly inferred that most of the respondents purchased

the bike between the years 2011 and 2013.



GRAPH – 4.6 Showing respondents purchasing year

.

0

5

10

15

20

25

30

35

40

45

2001-05 2006-10 2011-13 2014-17

Respondents

Respondents



TABLE – 4.7 Analysis on the basis of Interaction of the Executives

with the Consumers

Response of Executives

Interaction with the customers

Respondents

Yes 68

No 32


Analysis: The above table shows that the majority of the respondents (68%)

say that the interaction of the executives with the customers is quite good

and 32% of the respondents say that the interaction of the executives is not

good which may result in the loss of sales as they do not get the required

information.

Inference: The survey shows that 68% of the respondents say that the

interaction of the executives is good and they are satisfied by their

interaction.



GRAPH – 4.7 Showing the response of the Executives interaction

with the Customers

Respondents

Yes

No



TABLE – 4.8 On the basis of Test ride process

Test Ride Process Respondents

Yes 92

No 08


Analysis: The above table shows that 92% of the respondents are satisfied

with the test ride process followed by 8% not being satisfied due to speed

lock and limited distance ride.

Inference: it can be inferred that 92% of the respondents are satisfied with

the test ride process what the company is offering to the prospective

customers of the company.



GRAPH – 4.8 Showing test ride process

Respondents

Yes

No



TABLE – 4.9 Showing the features on which the Buying Decision

is made.

Features Respondents

Style 38

Performance 42

Mileage 13

Others 07


Analysis: The survey shows that 42 respondents prefer to buy TVS on the

basis of performance followed by 38 on style, 13 on mileage and 7 for other

features.

Inference: It shows that 42 respondents prefer the bike because of its

performance and 38 on style and 13 on mileage. It also shows that 7

respondents opt for this bike due to other features such as comfortable,speed

and so on . So it can be inferred that performance acts as an important tool

for purchasing decision.



GRAPH – 4.9 Showing on the basis of features

Sty

le

Perf

orm

ance

Mile

age

Oth

ers

Respondents

0

10

20

30

40

50

Respondents

Respondents



TABLE – 4.10 On the Basis of Price Satisfaction of Respondents

Pricing Respondents

Yes 87

No 13


Analysis: This table shows that 87 respondents are quite satisfied with the

price followed by 13 respondents are not being satisfied.

Inference: The majority of the respondents are satisfied with the price but

still 13 respondents are not satisfied with the price which shows that the

company has to take measures.



GRAPH – 4.10 Showing Price satisfaction of respondents

Respondents

0

10

20

30

40

50

60

70

80

90

100

Yes No

Respondents



TABLE – 4.11 On the basis of Satisfaction Level

Satisfaction Level Respondents

Excellent 24

Good 47

Satisfactory 13

Bad 07


Analysis: 47 respondents feel that the bike is good and 24 respondents say

that it is excellent followed by 13 respondents who saying its satisfactory.

But 7 respondents feel that the bike is bad.

Inference: It can be inferred that most of the respondents have a very high

satisfaction level about this vehicles.



GRAPH – 4.11 Showing the satisfaction level

0 10 20 30 40 50

Excellent

Good

Satisfactory

Bad

Respondents

Respondents



TABLE – 4.12 Showing the table for the Service Span of the

respondents

Service Span Respondents

Monthly 34

Quarterly 54

Half Yearly 12


Analysis: 54 respondents give their vehicle for servicing quarterly followed

by 34 respondents monthly and only 12 respondents half yearly.

Inference: The researcher can infer that more than 50 respondents prefer

Quarterly servicing to the vehicles and some of them monthly as well.



GRAPH – 4.12 Showing the respondents service span

0

10

20

30

40

50

60

Monthly Quarterly Half yearly

Respondents

Respondents



TABLE – 4.13 On Basis of Place of Servicing

Place of Servicing Respondents

TVS Service Station 81

Others 19


Analysis: Most of the respondents give their vehicle for servicing at TVS

Service Station while 19 respondents give their bike to other service stations.

Inference: It can be inferred that majority of the respondents prefer TVS

Service Stations which are good sign of growth of the TVS company.



GRAPH – 4.13 Showing the place of servicing

Respondents

TVS Service Station

Others



TABLE – 4.14 On the basis of Mode of Purchase

Mode of Purchase Respondents

Cash 88

Loan 12


Analysis: The 88% respondents mainly purchase their vehicle for cash

while other 12% respondents purchase through Loan.

Inference: The above table makes it clear that almost all the respondents

prefer cash purchase over loan for the vehicles.



GRAPH – 4.14 Showing the Mode of Purchase

Respondents

Cash

Loan



TABLE – 4.15 Satisfaction level of Finance Schemes

Finance Schemes Respondents

Yes 64

No 36


Analysis: As 64 respondents say that the schemes available are satisfactory

and whereas the other 36 don’t think that the Finance Schemes are good

Inference: It can be inferred that the finance schemes offered by the

company to purchase of vehicles are satisfactory and helps the consumers to

purchase the vehicle easily.



GRAPH – 4.15 Showing the Satisfaction through Finance Schemes

0

50

100

Yes No

Respondents

Respondents

Respondents



TABLE – 4.16 On the basis of Resale Value

Resale Value Respondents

Excellent 18

Good 59

Average 20

Bad 03


Analysis: From the above table we can analyze that 18 respondents feel that

the Resale Value is excellent, 59 respondents feel that it is good, 20

respondents feel that it is average, whereas 3 respondents feel that the resale

value of the TVS vehicle is bad.

Inference: We can infer that most of the respondents (59%) feel that the

vehicle has a very good resale value.



GRAPH – 4.16 Showing the Resale Value

Respondents

Excellent

Good

Average

Bad



TABLE – 4.17 On the basis of Recommendation to Friends and

Relatives

Recommendation to Friends &

Relatives

Respondents

TVS Super XL 2

TVS Scooty 25

TVS Victor 12

TVS Fiero 18

TVS Star 2

TVS Apache 38

TVS Flame 3


Analysis: From the above table, it reveals that 38 respondents have

recommended TVS Apache while 25 recommend TVS Scooty and 18 of the

respondents recommend TVS Fiero.

Inference: Most of the respondents recommend TVS apache (38%) and

TVS Scooty (25%) to the relatives and friends which is very good sign of

growth.



GRAPH – 4.17 Showing the Recommendations of the Respondents

Respondents

TVS Super XL

TVS Scooty

TVS Victor

TVS Fiero

TVS Star

TVS Apache

TVS Flame



Chapter 6

SUMMARY OF

FINDINGS,

SUGGESTIONS

AND

CONCLUSION



SUMMARY OF FINDINGS, CONCLUSION AND

SUGGESTIONS.

FINDINGS

● Students are dominators in using this vehicle.

● TVS SCOOTY and TVS APACHE is being used more by the

respondents compared to other model by the respondents because of its

performance.

● Through the study it was revealed that friends are influencing factors for

the purchase of the vehicle.

● Maintenance cost is considered to be too high.

● Brand or company image has played important role in selection of the bike

by the consumers.

● Selection of TVS motorcycles is used for different reasons as follows

Excellent road grip

High mileage

Safety

Elegant look

● TVS motorcycles are used up-to 50 % by the consumer in the age group

of 20-30 years.

● The study was related to consumer behavior and their views towards TVS

motorcycles

● The Bangalore area was chosen for survey where 100 respondents were

interviewed with the help of the questionnaire.



SUGGESTIONS

During the study, the consumers have given various suggestions for the

improvement of this vehicle in various areas. Here are few recommendations

which needs to be highlighted

● The overall market share is occupied by male consumers. Therefore the

manufacturer should try to innovate the model preferred ever by females to

improve its market share.

● Majority of TVS motor cycle users are students, are in the age group of

20-30years. Therefore the manufacturer must try to innovate new models to

quite the lower income group.

● The after sales service was rated at an average. So there is a need to

improve it.

● Maintenance cost is too high, so the manufacturer should try to bring

down cost of the maintenance.

● Pick up being another draw back in TVS motorcycles therefore

manufacturers should work on eradication of this problem

● 25% of the consumers have changed the bike. This shows that the

majority of the respondents are happy with the TVS motorcycles that they

are using.

CONCLUSION

The person who rides TVS motorcycle is a person who is in the age group

of 20-30 years is a male, a graduate, and student belonging to the income

group of below 10,000.The different influencing factors being family,



friends, dealers, advertisements and self. But The most influencing factors

are friends and family. Most of the consumers are satisfied with their

vehicles. It can be concluded that consumers have selected this bike for its

high mileage and elegant looks. The consumers in other way have chosen as

a symbol of brand loyalty.



CHAPTER 6

BIBLOGRAPHY



BIBLIOGRAPHY

Books

Principles of Marketing – Philip Kotler. 17th Edition

Consumer Behavior – Suja.A.Nair Edition 2017 Himalaya publishers

Consumer Behavior – Leon.G.Schiffman & L.L.Kaunik 10th revised ed 2016

Person higher education publishers

Auto India. Magazine 2016

Website

www.tvsmotor.in



ANNEXURE



Annexure

QUESTIONNAIRE.

Name: ……………………………………………………..

Age: ……………………………………………………….

Gender: ……………………………………………………

Marital status: ……………………………………………..

Occupation: ………………………………………………..

Monthly Income:

( ) Below 10000 ( ) 10000-20000

( ) 20000-30000 ( ) 30000-40000

( ) 40000 & above

Which model of TVS do you own?

( ) TVS SUPER XL ( ) TVS FIERO

( ) TVS SCOOTY ( ) TVS STAR

( ) TVS VICTOR ( ) TVS APACHE RTR

( ) TVS FLAME ( ) TVS 50

( ) TVS WEGO ( ) TVS STAR SPORT

How did you come to know about TVS vehicles?

( ) Newspaper ( ) Magazine

( ) Television ( ) Friends & Relatives

( ) Others



From which dealer did you purchase your TVS vehicle?

…………………………………………………………….

When did you purchase your TVS vehicle?

…………………………………………………………….

Are the executives interactive?

( ) Yes ( ) No

Are you satisfied with the test ride process?

( ) Yes ( ) No

On what basis did you purchase your TVS vehicle?

( ) Style ( ) Economy

( ) Performance ( ) Others

Are you satisfied with the pricing of TVS vehicles?

( ) Yes ( ) No

What is your satisfaction level towards your TVS vehicle?

( ) Excellent ( ) Good

( ) Satisfactory ( ) Bad

How often do you give your vehicle for servicing?

…………………………………………………………….

Are you satisfied with the after sales service?

( ) Yes ( ) No

Where do you give your vehicle for servicing?

( ) TVS Service Station ( ) Others



Mode of Purchase

( ) Cash ( ) Loan

1111Are you satisfied with the finance schemes provided by the company?

( ) Yes ( ) No

How is the resale value of TVS vehicle?

( ) Excellent ( ) Good

( ) Average ( ) Bad

Would you suggest TVS vehicle to your Friends & Relatives?

( ) Yes ( ) No

If Yes, which one

……………………………………………………………..

Do you have any suggestions for the improvement of any vehicle

manufactured by the TVS Co.?

……………………………………………………………..

...............................................................................................

………………………………………………………………

………………………………………………………………

THANK YOU

The Project report on

Documents