Project On Customer Perception Towards Services of Tata Motors

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS
CHAPTER 1
INTRODUCTION
KRUPANIDHI DEGREE COLLEGE
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INTRODUCTION
The process whereby the individuals decide what, where, how, and from where, they purchase goods and services. It includes all physiological, social and physical behavior of potential customers they become aware of the products. They purchase, consume evaluate, and tell others about product or service. A name term, sign, symbol or design or a combination of them, intended to identify the goods or service of one seller among a group of sellers to differentiate them from those of competitors. Customer behavior referred to as a study of when, why, how, where, and what people do or do not buy products. It blends elements from psychology, sociology, social psychology, anthropology and economics; it attempts to understand the buyer decision making process, both individually and in groups. It studies demographics and behavioral variables in an attempt to understand peoples wants. It also tries to assess influences on customer from groups such as family, friends, reference, groups, and society in general. Customer behavior study on customer buying behavior, with the customer playing the three distinct roles of user, payer, buyer. Customer is the most important person to the marketer because the marketer takes in to consideration on the liking and disliking of the customer and he produces the goods and services accordingly.
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CUSTOMER BEHAVIOUR IS IMPORTANT FOR THE THREE PERSONS:
1. FOR CUSTOMER: As a customer most of the time we spend time in the market and a lot on decision making that what to buy and how to buy and meeting and
conferencing with different types of peoples and friends with different types of goods and services. After all these things we come to the conclusion and then take some steps for the purchasing of different goods and services. If we dont have known how of the market we can suffer huge losses.
2. FOR PRODUCER: Customer behavior is also important for producer because he design and manufacture different types of product and services keeping in view the wants and needs of customer.
3. FOR SCIENTISTS: The knowledge of customer behavior is also important for scientists, whether he is working for profitable organization or non-profitable organization.
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CUSTOMER BEHAVIOUR: THE PSYCOLOGY OF MARKETING

INTRODUCTION:
The study of customers helps firms and organizations improves their marketing strategies by understanding issues such as how.
The psychology of how customers think, feel, reason, and select between different alternatives (e.g., brands, products); The psychology of how the customer is influenced by his or her environment (e.g., culture, family, signs, media); The behavior of customers while shopping or making other marketing decisions; Limitations in customers knowledge or information processing abilities influence decisions and marketing outcome; How customer motivation and decision strategies differ between products that differ in their level of importance or interest that entitle for the customer; How marketer can adapt and improve their marketing campaigns and marketing strategies to more effectively reach customer. One official definition of customer behavior is the study of individuals, groups, or organizations and the processes they use to select, and dispose of products, services, experiences, or ideas to satisfy needs and the impacts that these processes have on the customer and society. Although it is not necessary to memorize this definition, it brings up some useful points.
Customer behavior involves services and as tangible products.
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CUSTOMER PERCEPTION
PERCEPTION CAN BE DESCRIBED AS: HOW WE SEE THE WORLD AROUND
Two individuals may be subject to stimuli under the same apparent condition but how each person recognizes them, select organisms them and interprets this is highly individual process based on each persons own need, values and exceptions, customer perception is defined as The process by which an individual sel ect organizes and interprets stimuli by which an individual select organizes and interprets stimuli in to a meaningful and coherent picture of the world. A stimulus is unit of input to any set of the senses. However, what one persuades cab be substantially different from objective reality. It need not be but there is often disagreement.
FACTORS INFLUENCING CUSTOMERS
PERCEPTION:
Number of factors operates to shape and sometime distort perception these factors can reside in the perceiver in the object or target being persuade or in the context of the situation in which the partition is made.
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THE PERCEIVER:
When an individual looks to target and attempt to interpret what he or she sees, interpretation is heavily influenced by personal characteristics of the individual perceiver.
TARGET:
Characteristics of the target that is being observed can affect what is perceived loud people are more likely to be noticed in a group than are persons.
THE SITUATION:
The context in which we see object or events is important elements in the surroundings environment influence our perception situation affects perception the time at which an objective or event is seen can influence attention such as location, light heat or any no of situation factors. Customers behaviors are strongly affected of perceived quality. In the absence of direct experience or other information customer often rely on price as individual of quality, The perception of risk,The individuals personality his
experiences and his exceptions the aspect of his cognitive structures which turn constitute one of the more important forces that determines how the customer will behave.
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INTRODUCTION TO MOTOR INDUSTRY

The concept of the word wheel is not of recent origin. Right from the days when man started his living, to this day where there is tremendous technological Improvement, the importance of wheel is growing at a greater pace.
A growing economy, expanding cities and an increasing work load demand time and resource management. Right from the executive to a collage going student, there is a need for a set of wheels, which grant him/her easy mobility not only, which is efficient and reliable but also affordable.
A four-wheeler is and affordable solution that will grant good mobility. To satisfy the needs of the customer, a large number of companies have come up with a good number of vehicles. In this aspect it is rather essential for any buyer to know the finer parts, which give4s a good look, the performance, the driving, handling, reliability, and above all, the affordability of a particular vehicle, before he owns it. Most manufactures have understood this, and therefore developed different kinds of cars. As there are different kinds of customers existing in each market for every product, there is a need produce a wide range of products to satisfy all these Customers.This classification was made on the grounds of better mileage, oil consumption, pollution factors etc.
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INDUSTRY PROFILE
The automobile as we know it was not invented in a single day by a single inventor. The history of the automobile reflects an evolution that took place worldwide. It is estimated that over 100,000 patents created the modern automobile.
However, we can point to the many first that occurred along the way. Starting with the first theoretical plans for a motor vehicle that had been drawn up by both Leonardo da Vinci and Isaac Newton.
In 1769, the very first self-propelled road vehicle was a military tractor invented by French engineer and mechanic, Nicolas Joseph Cugnot (1725 1804). Cugnot used a steam engine to power his instructions at the Paris Arsenal by mechanic Brezin. It was used by the French Army to haul artillery at a whopping speed of 2 mph on only three wheels. The vehicle has to stop every ten to fifteen minutes to build up steam power. The steam engine and boiler were separate from the rest of the vehicle and placed in the front. The following year (1770), Cugnot built a steam-powered tricycle carried four passengers.
In 1771, Cugnot drove one of his road vehicles into a stone wall, making Cugnot the first person to get into a motor vehicle accident. This was the beginning of bad luck for the inventor. After one of Cugnots patrons died and the other was exiled, the money for Cugnots road vehicle experiments ended.
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Steam engines powered cars by burning fuel that heated water in a boiler, Creating steam that expanded and pushed pistons that turned the crankshaft, which then turned the wheels. During the early history of self-propelled vehicles-both road and railroad vehicles were being developed with steam engines. (Cugnot also designed two steam locomotives that they proved a poor design road vehicles; however, steam engines were very successfully used in locomotives. Historians, who accept that early steam-powered road vehicles were automobiles, feel that Nicolas Cugnot was theinventor of the first automobile.
INDIAN AUTOMOBILE INDUSTRY PROFILE

In India there are 100 people per vehicle, while this figure is 82 in china. It is expected that India automobile industry will achieve mass motorization status by 2014.
INTRODUCTION:
Since the first car rolled out on the streets of Mumbai (Bombay) in 1898, the Automobile Industry of India has come a long way. During its early stages the auto industry was overlooked by the government and the polices were also not favorable. The Liberalization police and various tax reliefs by the Govt. of India in recent years have made remarkable impact on Indian Automobile industry. Indian auto industry, which is currently growing at the pace of around 18% per annum, has become a hot destination for global auto player like Volvo, general motors and Ford.
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Indias automobile sector consists of the passenger cars and utility vehicles, commercial vehicles, two wheelers and tractors segment. The total market size of the auto sector in India is approximately Rest 540 billion and has been growing at around 8 percent per annum for the last few years. Since the last four to five years, the two wheel segment has driven the overall volume growth on account of the spurt in the sales of the motorcycle. However, lately the passenger cars and commercial vehicles segment has also seen a good growth due to high discount lower financial rate and pickup in industrial activity respectively.
The automobile industry is fairly concentrated as in most of the segment two or three players have cornered a major chunk of the total sales. For instance in passenger car segment, MUL, Tata Motors and Hyundai motors control around 85% of the total annual sales. Similarly, in the two wheelers segment the sales volume of Hero Honda, Bajaj auto and TVS motors constitute around 80% of the total sales and in the commercial vehicle segment the market leader Telco controls around 56% of the total annual sales. The auto components industry on the other hand is highly fragmented through there are dominating players in some of the critical segment.
Some of the early events and milestones in the car industry in India.

1928 The first imported car on the Indian roads. 1942 Hindustan Motors incorporated. 1944 Premier Automobiles started. 1948 First car manufactured in India.
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1953 The Govt. of India decreed that only those firms which have a
manufacturing program should be allowed to operate.
1955 Only 7 firms HM, API, SMPL, PAL, M & M, and TELCO received
approval. Key Facts about Indias automobile industry: India ranks 12th in the list of the worlds top 15 automakers. Entry of more international players. Contributes 5% to the GDP. Production of four wheelers in India has increased from 9.3 lakh units in 2002-03 to 23 lakh units in 2007-08. Targeted to be of $ 145 Billion by 2016. Exports increased from 84,000 units in 2002-03 to 280,000 units in 2007-08
The Liberalization in 1990 in India opened the doors for the entry of foreign products into the market. This made the market a customer market with a lot of choices for the customers. The future of the products depends on the customers satisfaction. The products, which are able to attract the customers, are having a bright future and the others are lost in the competition. So it is very important to know the pulse of the customers. The business people should always have correct information regarding the satisfaction level in the customers. Different ways are to be implemented to increase the satisfaction level in the customers.
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THE KEY PLAYER IN INDIAN AUTOMOBILE INDUSTRY ARE :

Maruti Udyog Limited Hero motors limited Tata groups Bajaj Auto limited Mahindra group Ashok Leyland Yamaha motors India Hyundai motors India limited Toyota kirloskar motors privates limited Honda Siel cars India limited
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CHAPTER - 2
RESEARCH DESIGN
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RESEARCH DESIGN
INTRODUCTION:
A Research design is a basic plan which guides the data collection and analysis phases of the project. It is the frame work that specified the types of information to be collected, the sources of data collection procedure. Thomas Kinner. A Research design according to Green and Tull It is the specification of methods. It is the overall from work of the project that stipulated what information is to be collected from which sources and by what procedure. A research design generally known as a method and procedure for acquiring information needed to solve the problem. It is nothing but the basic plan that helps in data collection or analysis. The research designs that have been selected for the study are: The project is done by survey method. A suitable structured questionnaire was prepared to collect the information about the respondents perception towards Tata Motors.
TITLE OF THE STUDY

The study aims at the A STUDY ON CUSTOMER PERCEPTION TOWARDS SERVICES OF TATA MOTORS
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STATEMENT OF THE PROBLEM

The Title A STUDY ON CUSTOMER PERCEPTION TOWARDS SERVICES OF TATA MOTORS is selected because services after sales plays very important role in satisfying the customer and very important to retain a customer who is loyal to the product which he has purchased, the study is aimed at the strategies of company for effective service after sales and to analyze the customer perception towards service after sales of K H T Motors, (authorized dealer of TATA & FIAT).
NEED FOR THE STUDY:

Todays highly competitive life makes the marketer to know the pulse of the market. They are supposed to be aware of the each and every minute changes taking place in the market. It is known that because services after sales plays very important role in satisfying the customer and very important to retain a customer who is loyal to the product which he has purchased so more emphasis is laid on the customers thus in todays fast growing environment the customers, expect and wants are more from the company. Thus, for a company to move successfully with changes taking place, it has to give emphasis on the customer and their needs and wants and find out what customer percepts about the product and ways of satisfying them.
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OBJECTIVES OF THE STUDY:

The main objectives of the study are as follows. 1. To find out what the customer thinks about services of TATA motors and customers perception after sales service 2. To find how the service after sales is done. 3. To analyze the various aspects of after sales and their impact on customers. 4. To find the opinion about the facilities provided by KHT Motors. 5. Opinion about the service charges. 6. Customers opinion regarding the cost of spares. 7. To know whether services are done properly on time and delivered to customer. 8. To know the customers opinion on performance of car after service.
SCOPE OF THE STUDY:

It is limited to Bangalore city, The study was conducted KHT MOTORS Kundalhalli, Bangalore, in the area of Marketing. The study is done to know to what extent the service after sales done by the company is successful in benefiting the customers and ultimately the company. The study has been done to ensure that this study would help the dealership and the parent company to increase its market share of the companys product. it will also help in increasing the Good will of the company.
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TYPE OF STUDY:
The type of study is Exploratory research. Exploratory research is a type of research which is done to gain familiarity with a phenomenon or acquire new insights into it in order to formulate a more precise problem or to gather preliminary information that will help define problem and suggest hypothesis. It helps in determining the best research design, data collection method, and selection of subjects. Exploratory research is particularly useful when researcher lack clear idea of the problems that they will face during the study.
DATA SOURCES:
To fulfill the objective of the study, the data was collected both from primary and secondary sources. Primary data refers to information that is collected specially for the purpose other than just solving problem. Secondary data is the information that is collected for the purpose other than just solving the specific problem in hand.
PRIMARY DATA:
The data is mainly collected for the first time to obtain information for problem by the researcher is called primary sources. The method adopted here is the direct personnel interviews with the help of questionnaire method. i.e., a
KRUPANIDHI DEGREE COLLEGE Page17
drafted questionnaire has been given directly to the customer for the collection of the data.
SECONDARY DATA:
The data which are nit originally collected but rather obtained from published sources or unpublished sources are known as secondary data. Secondary data includes both Internal and External data.
Internal data includes company manuals, annual reports, and broachers etc. External data are current information regarding the company and they were obtained from company website, online sources, magazines etc.
SAMPLING DESIGN:
The method of sampling is adhered in this study is stratified random sampling.
SAMPLING SIZE:
The number of customers selected for this study is 50.
ANALYSIS & INTERPRETATION OF THE DATA:

The data collected through different sources is edited, tabulated manually and appropriate graphs and statistical techniques were used to interpret the results.
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RESEARCH INSTRUMENTS:
The different are used to analyze the data, they are:
QUESTIONNAIRE:
The questionnaire in included multi choice answers to be chosen by the respondents. The customers of KHT Motors have filled the questionnaire, giving their opinion without any promoting on my part.
TABLES:
This study uses tables represents the data from the various customers, they are represented both number of samples and percentage. Tables used are one way tables.
GRAPHS:
The study also employs graphs to represent the data in table to give better impression and interpretation of percentage in the table. Different types of graphs were used.
PLAN OF ANALYSIS:
Since a structured questionnaire was used, data classification was done easily. The data was grouped easily under various headings. To avoid wrong inference certain
factors like uncompleted and dishonest answers were eliminated. This readily helped in revealing the perception of customers of KHT Motors.
LIMITATIONS OF THE STUDY:

1. Sample size for conducting survey is limited to that organization i.e. KHT Tata Motors and that was done in Bangalore city . 2. Large number of sample size could not be covered because of the time limit. 3. The data provided by the respondents are limited to the customers own attitude, knowledge and feeling, experience and henceresult may or may not be reliable. 4. Probability of selecting exact sample is difficult. 5. Service after sales is wide area and hence it is difficult to understand the concepts properly.
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CHAPTER - 3
COMPANY PROFILE
COMPANY PROFILE
BACKGROUND AND INCEPTION OF COMPANY:
Company Profile Tata Motors Limited Headquarters - Mumbai. TML is currently headed by Ratan Tata. Tata Motors manufactures HCV, LCV, Passenger cars, MUV and Military Vehicles. Global operations - UK, South Korea, Thailand and Spain. TML - World's fourth largest truck manufacturer. Worlds second largest bus manufacturer.
Tata Motors Limited is India's largest automobile company, with consolidated revenues of Rs.1,23,133 crores (USD 27 billion) in 2010-11. It is the leader in commercial vehicles in each segment, and among the top three in passenger vehicles with winning products in the compact, midsize car and utility vehicle segments. The Company is the world's fourth largest truck manufacturer, and the world's second largest bus manufacturer.
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The Company's 24,000 employees are guided by the vision to be "best in the manner in which we operate, best in the products we deliver, and best in our value system and ethics."
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 automobile company.
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. With over 3,000 engineers and scientists, the Company's Engineering Research Centre, established in 1966, has enabled pioneering technologies and products. The Company today has R&D centers in Pune, Jamshedpur, Lucknow, Dharwad in India, and in South Korea, Spain, and the UK. 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. In 2005,
In January 2008, Tata Motors unveiled its People's Car, the Tata Nano, which India and the world have been looking forward to. The Tata Nano has been subsequently launched, as planned, in India in March 2009. A development, which signifies a first for the global automobile industry, the Nano brings the comfort and safety of a car within the reach of thousands of families. The standard version has
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been priced at Rs.100,000 (excluding VAT and transportation cost).
Tata Motors is equally focused on environment-friendly technologies in emissions and alternative fuels. It has developed electric and hybrid vehicles both for personal and public transportation. It has also been implementing several environment-friendly technologies in manufacturing processes, significantly enhancing resource conservation.
Tata Motors is committed to improving the quality of life of communities by working on four thrust areas employability, education, health and environment. The activities touch the lives of more than a million citizens. Tata Motors today is etching a refulgent future.
Established in 1945, Tata Motors' presence indeed cuts across the length and breadth of India. Over 5.9 million Tata vehicles ply on Indian roads, since the first rolled out in 1954. The Company's manufacturing base in India is spread acrossJamshedpur(Jharkhand),Pune(Maharashtra),Lucknow(UttarPradesh),Pantnag ar(Uttarakhand) and Dharwad (Karnataka). Following a strategic alliance with Fiat in 2005, it has set up an industrial joint venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and Tata cars and Fiat powertrains. The Company is establishing a new plant at Sanand (Gujarat). The Company's dealership, sales, services and spare parts network comprises over 3500 touch points; Tata Motors also distributes and markets Fiat branded cars in India.
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MILESTONES TATA MOTORS LIMITED

Indica - Indias first fully indigenous passenger car. Sierra Indias first sports utility vehicle launched in 1992. Tata Motors acquires Daewoo Commercial Vehicle Company in 2004. Tata Motors gets listed on the NYSE in 2004. Acquisition of Jaguar and Land Rover in 2008. Tata Motors launches Nano - The People's Car in 2008
ACHIEVEMENT/AWARDS:
Awards Tata Motors Limited 8 India's Most Trusted Car Brand.
'Golden Peacock Environment Management Award' in 2003. Forbes Global 2000 list for the year 2005 - Tata Motors ranked at 1215. Tata Motors bagged the prestigious 'CII-EXIM Bank Award' for business excellence in 2005.
Tata Motors bagged National Award for Excellence in Cost Management in

2006.
Tata Motors - Investor Relations, ranked first in India in 2008. Tata Motors' Jaguar Won Asian Guild's Enterprise 2010 award. 2 Dec 2010 ... The Lucknow unit of Tata Motors Limited has won the "Best of
All" awards for 2009,
9 Nov 2004 ... Tata Motors , India's leading automaker , has won the 'Golden Peacock Award' for Corporate Social Responsibility.
2 Sep 2006 ... Tata Motors' Commercial Vehicle Business Unit (CVBU) has
won the CII-Exim Bank Award for Business Excellence for the year 2005. ...
Tata Motors' today said its small car 'Nano' has received the good design award
for 2010.
5 May 2010 ... Their revolutionary car, Nano, has won gold prize at 2010
Edison Awards.
Tata Motors won a gold prize for the development of the low-cost ...
ACQUISITIONS:
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 Marco polo of Brazil and introduced lowfloor 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 companys objective to enhance its styling/design capabilities to global standards.
VISION, MISSION AND QUALITY POLICY
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VISION:
The vision statement of Tata Motors is "Best in the manner in which we operate best in the product we deliver and best in our value system and ethics."
The vision statement of Tata Motors Limited, India's largest automobile company, is to be "Best in the manner in which we operate, best in the products we deliver,and best in our value system and ethics." To evolve into a world class Indian car brand
MISSION :
To provide passenger vehicles that offer customers exceptional value, and through this build a company that provide its shareholders with superior return, and is seen by society and other stakeholders as a valuable contributor to their development
QUALITY POLICY:
"We shall strive to deliver products to meet and exceed Customer expectations of Quality, Delivery and cost"
We are committed to create value for all our stakeholders by continually improving our systems and process through innovation, involving all our employees.
This policy shall form the basis of establishing and reviewing the Quality
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Objectives and shall be communicated across the organization. This policy will be reviewed to align with business direction and to comply with all the requirements of the Quality Management Standard.
COMPETITORS:
COMPETITORS Tata Motors relies heavily on its sales in India. Tata Motors now faces stiff competition from fellow compatriots like Mahindra, Maruti, Hyundaias well as multinational brands like Toyota and Chevrolet Honda Siel cars India limited,. It has faced controversy over developing the Nanos.,
WORK FLOW MODEL
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STAMPING
WELDING
PAINTING
GENERAL ASSEMBLY
ENGINE
QUALITY
PRODUCTION CONTROL
SWOT ANALYSIS
A SWOT analysis is a strategic planning tool used to evaluate the
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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 huge employee base. Tata Motors employee productivity percentage is higher. Tata Motors produce low price car with low fuel consumption. Tata Motors is the reputable brand in Indian industry Tata Motors limited is Indias largest automobile company with revenues of Rs. 35651.48 crores(8.8 billion) in 2007-07 The companys dealership. Sales. comprises over 3500 touch points. Service and spare parts network
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 possess high corporate responsibility.
WEAKNESS
Shareholders of Tata Motors are not getting much from their investments due
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to low ROI on shares.
The thing which customers do 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 luxury car are still untapped.
OPPORTUNITIES
As it is low cost vehicle product so it can take the advantage of this strength countries. to exploit the opportunity by entering into the third world
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.
THREATS
The prices of material such as steel, plastic, rubber is rising which also
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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.
FUTURE GROWTH AND PROSPECTS: In India which are pretended to be arrival for sale to the general public in the near future the company the company, plan, make its position stronger also inpremium vehicle segment. To attract, recruit, induct and groom young managerial talent for futureleadership position in the group.
PRODUCT PROFILE
Product Profile of Tata Motor s Limited
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Passenger Cars & Utility vehicles

Tata Sumo Tata Safari Tata Indica Tata Indigo Tata Winger Tata Magic Tata Nano Tata Xenon XT Tata Rover (2009) Tata Manza (2009)
KHT TATA MOTORS PROFILE

AUTHORISED TATA & FIAT CAR DEALER IN BANGALORE
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We are conscious of the fact that vehicles are more than just a means of transporting people and goods; we understand that they have a deep and farreaching impact on society, the national economy and the environment. Established in 1986 as KHT Agencies Pvt Ltd - one of India's first Swaraj Mazda Commercial Vehicles dealers, The Morzaria Core Group have come a long way into the Automobile Industry - Commercial Vehicles in Bangalore, Karnataka. K.H.T. Motors is a division of K.H.T Agencies (P) Ltd dealing with TATA Motors and Fiat passenger cars providing end to end assistance from purchasing a new car to servicing it and also offering Insurance and Financing facilities under the same roof, providing additional support to the customers in today's busy environment. KHT MOTORS: Authorised Sales and Service, Spare Parts and Accessories Dealers of TATA Motors - Cars and FIAT Passenger Cars Most strategically and centrally located on the well-established Kundalhalli Main Road, next to HP Petrol Station and near Cosmos Mall, KHT Motors encompassing a wide vicinity covering about 10 KM of the entire Whitefield, Brook Fields, ITPL Area, Kadugodi, Hoskote, Mahadevpura, Hoodi, Varthur etc. It enables the entire gamut of commercial establishments, Hospitals, apartment complexes, office goers, businessmen and women and residents in the area providing easy access to visit, choose the dream TATA/FIAT car and take a test drive.
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Spread across 7000sq ft of plush, state of the art showroom with very attractive display and pleasing and patient qualified and experienced staff to help you choose your dream TATA/FIAT car. KHT Motors dealership with TATA Motors and FIAT Passenger Cars was established in December 2009 and is a division of KHT Agencies Pvt. Ltd and its expansion program. The global explosion of technology and advancement of the 21st century brought with it a never ending race of newer and better modes of transportation and with it the need to manufacture and cater to those needs. The spurt in income of people also led to need to buy more and more comfortable and special features luxurious modes of transports. There was the other segment of the society who wanted to be one up and also own vehicles; but at an very affordable price. Who better than the TATAS would know and make their dreams come true? So came the Nano - The Peoples car! Small, Cute, Efficient, AFFORDABLE. The TATAS is such an illustrious name, devoid of any need for introduction. KHT proudly presents the entire range of vividly colour, beautifully shaped, amazingly futuristic, technologically sound, sturdy TATA Cars Sales and Service, Spare Parts and Accessories. Backed with committed, qualified, experienced staff further strengthened with extensive training from TATA Motors, KHT MOTORS has taken its maiden step into car segment in the automobile industry, aiming to achieve further milestones and adding ever more feathers in their cap.
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(Our enthusiastic team eagerly awaits your valuable visit to our showroom.) (Please Come, meet us over a cup of coffee and lets help you choose your dream car best suited to you) Along with sales the most important aspect according to us at K.H.T Motors is servicing of your precious car. Our Service centre which is spread over 54,000sqft conveniently located near the showroom is well equipped with all modern equipment and experienced well trained staff to assist you and solve any problem that arises with your car.
THE PROMOTERS
Mr. Kirit Morzaria: Founder - Morzaria Group Managing Director - KHT Agencies P Ltd Managing Director - KHT Motors KHT Agencies (P) Ltd was founded by Mr Kirit Morzaria, a product of St Joseph's College, Bangalore, completed Bachelor or Commerce Degree and obtained a post-graduation degree in Business Management from Tharrock Technical College, Essex, U.K. Before establishing KHT Agencies, he ran an automobile coach building unit supplying luxury buses to government departments and tour operators. He thus brought an understanding of the industry into his operations at KHT Agencies and has guided it towards excellence. A fact acknowledged by Mazda Motors Corporation, Japan, who invited Mrs and Mr Kirit Morzaria to visit their factory in Japan in 1990. Mr. Kirit Morzaria, a visionary, ambitious entrepreneur contracted Swaraj Mazda for Sales and Service of its Commercial Vehicles and achieved the coveted distinction of India's Top Dealer for a long time and also contributed significantly
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to customers' needs of modified features of vehicles and arranged top notch 'custom made' commercial vehicles due to his prior experience in Auto Body Building. Mr. Adit Morzaria: Director - Morzaria Group Director - KHT Agencies P Ltd Director - KHT Motors Adit Morzaria, Director, KHT Agencies (P) Ltd, is a Commerce Graduate and a post graduate in Business Management from Christ College, Bangalore. Continuing in this post since 2004, he has been driving the company to greater heights. The Morzaria Group is set to dazzle the Auto Industry in all segments with the father-son duo; Mr. Kirit offering his mature, substantial auto experience of over two decades and Adit with his fresh blood energy, innovative marketing plans and aggressive entrepreneurship. The group is fast moving into the auto industry with ambitious expansion plans. THE MISSION To provide maximum comfort, utility and luxury in Public, Private and Commercial Transportation at affordable prices and excellent after sales service to all levels of the society.
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CHAPTER -4
DATA ANALYSIS AND INTERPRETATION
TABLE - 1 AGE OF RESPONDENTS
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AGE 21-30 31-40 ABOVE 40 TOTAL
No. OF RESPONDENTS 24 20 6 50
PERCENTAGE 48% 40% 12% 100%
ANALYSIS:
The above table shows data on the basis of the respondents age. respondents are falling under the age group of 21- 30 are 48% and 31 40 are 40% and 12% respondents are falling under above 40 years. The age of respondents indicates their rationality of thinking and power of decision making pattern of behavior of customers varies from one group to another.
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AGE OF RESPONDENTS
48% 40% 12%
21 - 30 31 - 40 Above 40
INFERENCE: From the above graph it can be inferred that majority of respondents are belonging to 21-30 years age. This age group will be sound enough to take decisions to the service center that will give quality service.
Page40
TABLE-2 SEX OF RESPONDENTS

NO. OF SEX RESPONDENTS PERCENTAGE
MALE
48
96%
FEMALE
4%
TOTAL
50
100%
ANALYSIS:
The above table shows that 96% respondents are male followed by 4% of females. The sexual differences indicates the taste and preference customers of as it changes on the basis of sex of respondents.
Page41
NO OF SEX RESPONDENTS
100 90 80 70 60 50 40 30 20 10 0 MALE FEMALE
96%
4%
INFERENCE:
Most of the respondents were male.
Page42
TABLE 3 TABLE SHOWING ON THE BASIS OF OCCUPATION
OCCUPATION
PROFESSIONALS EMPLOYEES BUSSINESS MEN OTHERS
NO. OF RESPONDENTS
13 11 10 16
PERCENTAGE
26% 22% 20% 32%
TOTAL
50
100%
ANALYSIS:
The above table shows data on the basis of respondents occupation,. 26% respondents are professionals and 22% respondents are employees, and 20% respondents are business men and 10% are respondents are others are (drivers, workers, etc..
Page43
BASIS OF OCCUPATION
32% 26%
PROFESSIONALS EMPLOYEES BUSINESS MEN OTHERS
22% 20%
INFERENCE:
From the above graph it can be inferred that customers are all most equally distributed in all classes hence it can be considered that all classes of customers prefer Tata vehicles.
Page44
TABLE 4 ACCESSIBILITY OF SERVICE STATION

Location Of Kht Motors Service Station NO. OF RESPONDENTS PERCENTAGE
ACCESIBLE
41
82%
NOT ACCESIBLE
09
18%
TOTAL
50
100%
ANALYSIS:
From the above table it is observed that 82% of respondents found service station easily and 18% respondents could not find service station easily. The location of service station which is identified by customer indicates the reputation of service station and its accessibility.
Page45
ACCESSIBILITY OF SERVICE STATION
82%
100
80
60
18%
40
20
ACCESSIBILITY OF SERVICE STATION
ACCESIBLE
NOT ACCESIBLE
INFERENCE:
From the above table it can be inferred that the majority of respondents have found service station easily. Since the location where it is situated is easily accessible to all customers it seems that the service center has taken effective measures for publicity among the customers.
Page46
TABLE 5 SERVICE DEPARTMENTS CONCERN TOWARDS CUSTOMERS
Service Departments Concern
NO.OF RESPONDENTS
Percentage
To A Greater Extent
10
20%
To Some Extent
34
68%
To Lesser Extent
12%
TOTAL
50
100%
ANALYSIS:
From the above table it is observed that 20% respondents respond that service departments concern is to a greater extent and 68% respondents respond that it is to a some extent followed by 6% respondents respond that it is to lesser extent.Customer care is very much important for the service departments success and effective customer care help in maintenance of good relationship between service department and customers.
Page47
Service Departments Concern

100 90 80 70 60 50 40 30 20 10 0 20% 12% 68%
To A Greater Extent
To Some Extent
To Lesser Extent
INFERENCE:
From the above graph it can be inferred that majority of respondents respond that service department concern towards customers is of some extent, as effective customer care builds faith on service department in minds of customer and customer will be loyal to the service station and service station will be recommended to others by customer.
Page48
TABLE 6 SUPERVISORS ATTENTION TOWARDS COMPLAINTS

SUPERVISORS ATTENTION TOWARDS COMPLAINTS NO.OF RESPONDENTS 36 14 50
Percentage 72% 28% 100%
Attentive Not Attentive TOTAL
ANALYSIS:
From the data it is observed that 72% of respondents responded that supervisors was attentive followed by 28% of respondents responded that supervisors were not attentive towards the complaints made by the customer. Supervisors in the service station have to pay attention towards complaints of customer for the purpose of solving problem in car. The attentiveness of supervisor is very much important for the purpose of gaining confidence of customers and to gain faith among customers.
Page49
SUPERVISORS ATTENTION TOWARDS COMPLAINTS

100 90 80 70 60 50 40 30 20 10 0
28%
72%
ATTENTIVE
NOT ATTENTIVE
INFERENCE: From the graph it can be inferred that majority of respondents responded that supervisors was attentive towards complaints. The service station has to give more importance to customers by giving more attention towards complaints.
Page50
TABLE 7 EXPLANATION OF PROBLEM BY THE SUPERVISOR
Explanation Of Problem By The Supervisor
NO.OF RESPONDENTS
Percentage
EXPLAINED
31
62%
NOT EXPLAINED
19
38%
TOTAL
50
100%
ANALYSIS:
From the above table it is known that 62% of respondents responded that problems were explained and 38% of respondents responded that problems were not explained . The problem in the car has to be explained to the customers such that it will gain knowledge among customers about the repairs and service done by service department.
Page51
Explanation Of Problem By The Supervisor
38%
62%
EXPLAINED NOT EXPLAINED
INFERENCE:
From the above graph it can be inferred that the majority of respondents say that explanation is given to customers. It is very essential because the customer can make cost estimation about the repairs and the proper explanation leads to building trust on the service station.
Page52
TABLE 8 COST ESTIMATION OF PARTS AND OTHERS
COST ESTIMATION OF PARTS AND OTHERS SERVICE
NO.OF RESPONDENTS Percentage
GIVEN
42
84%
NOT GIVEN
16%
TOTAL
50
100%
ANALYSIS:
From the above table it is observed that 84% of respondents have responded that cost estimation is given and 16% of respondents have responded that cost estimation is not given. Estimation of parts and repairs on problem had to be given to customer so that the customers will get to know the problems in the vehicles and the customer also can get know the effect of problems on the vehicles.
Page53
COST ESTIMATION OF PARTS AND OTHERS SERVICE

100 90 80 70 60
84%
50
40 30 20 10 0
GIVEN NOT GIVEN 16%
INFERENCE:
From theabove chart it can be inferred that the majority of respondents have responded that the cost estimation is given so that customers will know the cost of parts which has to be replaced and repaired cost estimation which is given earlier builds trusts among the customers on service station.
Page54
TABLE 9 REASON TO PREFER KHT TATA MOTORS FOR SERVICE
REASON TO PREFER KHT TATA MOTORS FOR SERVICE
No.Of Respondents Percentage
QUICK DELIVERY
13
26%
AFTER SALES SURVEY
14
28%
CUSTOMER CARE
11
22%
PROXIMITY
12
24%
TOTAL
50
100%
ANALYSIS: From the above table it is observed that 26% of respondents have responded that for quick delivery and 28% for after sales service and 22% for customer care and 24% for proximity preferred KHT Tata motors for service.
REASON TO PREFER KHT TATA MOTORS FOR SERVICE
24%
26%
QUICK DELIVERY AFTER SALES SURVEY
22%
28%
CUSTOMER CARE PROXIMITY
INFERENCE:
From the above pie chart it can be known that customers have preferred KHT Tata motors for various reasons as per their conveniences.
Page56
TABLE 10 TIME SCHEDULE FIXED BY SERVICE DEPARTMENT BEFORE SERVICE
TIME SCHEDULE
NO.OF RESPONDENTS
Percentage
GIVEN
38
76%
NOT GIVEN
12
24%
TOTAL
50
100%
ANALYSIS:
From the above table it is observed that 76% of respondents have responded that time schedule is given followed by 24% of respondents has responded schedule is not given. Maintenance of time schedule is a very important aspect which is involved in service station success and by fixing of time schedule the customers will be benefited with greater convince.
Page57
TIME SCHEDULE FIXED BY SERVICE DEPARTMENT BEFORE SERVICE

100 90 80
76%
70
60 50 40 30 20 10
24%
0
GIVEN NOT GIVEN
INFERENCE:
From the above table it can be known that majority of respondents have responded that the time schedule was given and as majority of them are professionals, business men, and employees delay in time schedule or improper maintenance leads to waste of time and greater inconvenience to the customers.
Page58
TABLE - 11 WAS THE CAR DELIVERED ON TIME AFTER SERVICE
WAS THERE A DELAY IN DELIVERY
NO.OF RESPONDENTS
Percentage
YES
26
52%
NO
24
48%
TOTAL
50
100%
ANALYSIS:
From the above table it is classified that 52% respondents have responded that there was a delay and 48% responding that there was no delay. Maintenance of time schedule is very important for the service departments success and it is an integral part, which the customers expect in quality of service. Delay in delivery causes waste of time and inconvenience to the customer.
Page59
WAS THE CAR DELIVERD ON TIME AFTER SERVICES

100
90 80 70 60 50 40 30 20 10 0 YES NO 52% 48%
INFERENCE:
From the above table it can be inferred that majority of respondents has responded negatively for delay in delivery of car as majority of respondents are employees, professionals and business men it causes greater inconvenience to them so, the service station has to maintain effective time schedule for better convenience of customers.
Table - 12
INFORMATION PROVIDED THROUGH TELEPHONE BY SERVICE DEPARTMENT DURING THE TIME OF SERVICE
INFORMATION PROVIDED THROUGH TELEPHONE
NO.OF RESPONDENTS PERCENTAGE
INFORMED
37
74%
NOT INFORMED
13
26%
TOTAL
50
100%
ANALYSIS:
The above table classifies data such that 74% respondents has responded that information was provided through phone and 26% respondents has responded they were not informed through telephone.
Page61
Proper information has to be provided to customers regarding their vehiclesby the service department during the time of service.This helps the customers to know their vehicles condition during the time of service.
INFORMATION PROVIDED THROUGH TELEPHONE
100 90 80 70 60 50 40 30 20 10 0
74%
26%
INFORMED
NOT INFORMED
INFERENCE:
From the above it can be inferred that majority of respondents has informed that the information is provided through telephone. It is one of the key factors which the service department has toconcentrate and if the proper information is
provided to customers through telephone it raises the faith on service department and reduces customers burden to enquire themselves regarding their vehicles.
TABLE 13 PERMISSION TAKEN BY SERVICE DEPARTMENT FOR ADDITIONAL REPAIRS

PERMISSION FOR ADDITIONAL REPAIRS
NO.OF RESPONDENTS
PERCENTAGE
TAKEN
36
72%
NOT TAKEN
14
28%
TOTAL
50
100%
ANALYSIS:
Page63
From the above table it is observed that the 72% respondents have responded that permission is being taken for additional repairs followed by 28% who have responded that permission is not taken for additional repairs. The prior permission has to be taken by service departments for additional repairs by the customer for the purpose if convenience of customers so that the customers can judge the necessity of additional repairs.
PERMISSION FOR ADDITIONAL REPAIRS

100 90 80 70 60 50 40 30 20 10 0
TAKEN NOT TAKEN 28% 72%
Page64
INFERENCE:
From the above table it can be inferred that permission was taken for additional repairs. This leads to build confidence among customers and develop faith and good will on service department and organization.
TABLE - 14
PERFORMANCE & LOOK OF VEHICLE AFTER THE SERVICE
PERFORMANCE& LOOK OF VEHICLE AFTER THE SERVICE
NO. OF RESPONDENTS
PERCENTAGE
EXCELLENT
10
20%
GOOD
18
36%
SATISFACTORY
22
44%
TOTAL
50
100%
Page65
ANALYSIS:
From the above table it is observed that 20% respondents have responded that performance of vehicle after the service was excellent and 36% of respondents responded as good and followed by 44% as satisfactory. Performance of the vehicle and look of the vehicle after service is very important factor, which is observed by the customers, and sometimes it indicates the quality of service.
Page66
PERFORMANCE & LOOK OF VEHICLE AFTER THE SERVICE
20%
EXCELLENT GOOD
44%
SATISFACTORY
36%
INFERENCE:
From the table it can be inferred that the majority of the customers has responded that performance and look of vehicle after service was satisfactory and hence service department has to give top most priority towards improving the performance and clean service of vehicles during the time of service.
Page67
TABLE 15
PERSONAL PRESENCE OF SUPERVISOR DURING THE DELIVERY OF CAR AFTER SERVICE
PERSONAL PRESENCE OF SUPERVISOR
NO. OF RESPONDENTS PERCENTAGE
PRESENT
41
82%
NOT PRESENT
09
18%
TOTAL
50
100%
ANALYSIS:
From the above table it is observed that 82% of respondents have responded that supervisor was present during the time of delivery and 18% of respondents have responded that supervisor was not present. personal presence of supervisor is very much important and during the time of delivery because it indicates supervisor concern towards customers.
Page68
PERSONAL PRESENCE OF SUPERVISOR

100 90 80 70
82%
60
50 40 30 20 10 0 PRESENT NOT PRESENT
18%
INFERENCE:
From the above table it can be inferred that majority of the customers have responded that supervisor was present during the time of delivery of vehicle and this concern of supervisor towards customer helps in building good reputation, trust, and faith in minds of customer.
Page69
TABLE 16 QUALITY OF SERVICE AT KHT TATA MOTORS LTD.
QUALITY OF SERVICE
NO OF RESPONDENTS PERCENTAGE
EXCELLENT
18%
GOOD
22
44%
SATISFACTORY
12
24%
POOR
14%
TOTAL
50
100%
Page70
ANALYSIS:
From the above table it is observed that 18% of respondents have responded that quality of service is excellent and 44% respondents as good and 24%
respondents as satisfactory followed by 14% of respondents as poor. The customers judge the quality of service by taking various factors into consideration and the quality of service is very much important for the sales of product.
Page71
QUALITY OF SERVICE AT KHT TATA MOTORS
18% 14%
EXCELLENT GOOD SATISFACTORY
44% 24%
POOR
INFERENCE:
From the above table it can be inferred that the majority of respondents have responded that quality of service is good and satisfactory, and for the purpose of betterment of service the problems and suggestions has to be rectified for the purpose of customers satisfaction.
Page72
TABLE 17 WAS AFTER SERVICE FEED BACK TAKEN
FEED BACK TAKEN

YES
NO OF RESPONDENTS
PERCENTAGE
32
64%
NO
18
36%
TOTAL
50
100%
ANALYSIS:
From the above table it is observed that the 64% of respondents have responded that after service feedback was taken and followed by 36% customers responding no. After service feedback is an important constraint that helps in maintaining good customer relation and knowing customer perception towards companys service and helps in building brand image in minds of customer.
Page73
AFTER SERVICE FEED BACK TAKEN

100 90 80 70 60 64%
50
40 30 20 10 0
36%
YES
NO
INFERENCE:
From the above graph it is known that majority of customers have responded that after service feedback was taken which helps in building good relation with customers and supervisors has to concentrate more on getting after service feedback.
Page74
CHAPTER -5
SUMMARY OF FINDINGS
SUMMARY OF FINDINGS & OBSERVATION:

The findings of the study conducted at KHTTATAMotors ltd, are specified under. 1. Majority of the respondents belong to 21-30 years and 31-40 years of age. 2. Most of the respondents are male. 3. Customers are almost evenly distributed in all field of occupation. 4. Majority of the respondents have found the service station easily accessible. 5. Most of the customers have responded that Service departments concerns towards them is somewhat good and some of them have responded it is great. 6. Most of the respondents have responded that supervisors were attentive and were listening to their complaints. 7. Majority of the customers have said that supervisors has given explanation to the problem which are prevailing in the customers vehicle. 8. Most of the customers were given cost estimation about parts and repairs to problems prevailing in cars. 9. It was observed that customers have preferred KHT Tata motors for various reasons as per their conveniences.
10. Majority of the customers have said that they were given a time schedule about the service. 11. Most of the customers were disappointed that there was a delay in delivery of vehicle. 12. Most of the customers were informed over telephone about the vehicle during the service. 13. Permission for additional repairs were taken from most of the customers. 14. Most of the respondents responded that performance and look of vehicle after service was satisfactory. 15. Many of the Customers were happy that supervisor was present to deliver the vehicle after service. 16. Most of the customers responded that quality of service at KHT Tata motors was good. 17. Majority of the customers have said that after service feedback was taken from them.
Page77
CHAPTER 6 SUGGESTIONS & CONCLUSION
Page78
SUGGESTIONS:
1. The service station has to take effective measures to attract the customers of
all age group, and has to take effective measure for the purpose of publicity among the customers through mass media of advertising.
2. The supervisors should be attentive in listening to customers complaints and

should explain to them about the problem in vehicles in addition to that cost estimation of parts and repairs and service should be given to all customers.
3. The customers should be allowed in the workshop to look after the servicing
of their vehicles so that they get to know what is happening and enrich their knowledge about vehicle
4. Time schedule has to be effectively maintained by service department for the

purpose of gaining customers confidence and vehicles should be delivered at promised time.
5. The customer must be informed about the vehicle during the time of service.
And permission should be taken from customer in case there is an additional repairs without fail.
6. The Vehicles should be fully serviced in terms of repairs and fully cleaned
and delivered and make sure that customer wont return back with complaints.
7. Concession must be provided to regular customers and emphasis must be laid

on providing Good quality of service in order to retain customers and attract new customers, after service feedback should be taken for effective changes.
Page79
CONCLUSION:
KHT Tata motors limited is providing good quality of service to customers. It has big circle of loyal and proximity customers, but improvements are needed in several areas like, Greeting the customers when arrived at the station, providing information about repairs, delivering the vehicle on promised time, improving the quality of service and advertising about the showroom through mass media sources should be done to attract customers. To conclude through quality of service KHT Motors is benefitted and this helps in retaining customers, attracting new customers and increase in sales of vehicles and has also gained good reputation among customers and has also earned a brand name.
Page80
CHAPTER -7 BIBILOGRAPHY
Page81
BIBILOGRAPHY
1. RESEARCH METHODOLGY 2. MARKETING MANAGEMENT -
APPANNAIAH, REDDY, RAMANATH PHILIP KOTLER C.SUJA NAIR
3.
CUSTOMER BEHAVIOUR
WEBSITES WWW.TATAMOTORS.COM WWW.KHTMOTORS.COM WWW.GOOGLE.COM WWW.CARSINFOINDIA.COM.
Page82
CHAPTER 8
ANNEXURES
Page83
PRODUCT PROFILE
Product Profile of Tata Motor s Limited.
TATA INDICA V2
TATA INDICA VISTA
TATA INDIGO
Page84
TATA MANZA
TATA SUMO
TATA SAFARI
Page85
TATA XENON
TATA NANO
TATA INDIGO MARINA
Page86
TATA ARIA
TATA LAND ROVER
JAGUAR XFR
TATA SUMO GRANDAE MIKI
TATA RANGE ROVER
Page88
FIAT LINEA
FIAT GRANDAE PUNTO
Page89
A SYUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICES
OF TATA MOTORS
[WITH REFERENCE TO K H T MOTORS, AUTHORISED DEALER OF TATA & FIAT]

Dear Sir/Madam, myself Shashi Kumar M.R pursuing my final year BBM. Since I have to undertake a project as a part of curriculum of the University, I am conducting a survey on the above topic CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS QUESTIONNAIRE
Customer name : Address :
Vehicle Model :
1. Sex : 2. Age :
Male [ ] 18-20 [ ]
Female [ ] 21-30 [ ] 31-40 [ ] Above 40 [ ]
3. Occupation : 4. Did you find any difficult in location of service station? a) Found easily [ ] b) Not found easily [ ]
5. When you arrived at service station were you greeted promptly ? a) To Greater extent b) To some extent c) To Lesser extent [ ] [ ] [ ]
6. Where the supervisors attentively listening to your complaint ? a) Attentive [ ] b) Not Attentive [ ]
7. Did Supervisors explain to you about the problem in car ?
Page90
a) Explained
[ ]
b) Not Explained [
8. Mention the reason to leave the vehicle for service at KHT TATA motors? a) Quick delivery [ ] b) Customer care [ ] b) After sales service [ ] d) Proximity [ ]
9. Where you given a cost estimation about parts & other services charges? a) Given [ ] b) Not Given [ ]
10. Was the time schedule given to you as when the car will be ready for delivery after service ? a) Given [ ] b) Not Given [ ]
11. Was your car delivered on the date as informed earlier? a) Yes [ ] b) No [ ]
12. Where you informed over telephone about your car during service period? a) Informed [ ] b) Not Informed [ ]
13. Did they take your permission for additional repairs other than mentioned in job card ? a) Taken [ ] b) Not Taken [ ]
14. How was the performance of your vehicle at time of delivery ? a) Excellent [ ] b) Good [ ] c) Satisfactory [ ]
15. Was the Supervisor present to deliver the car after Repairs & Service ? a) Present [ ] b) Not Present [ ]
16. How do you rate the Quality of service of KHT TATA Motors ? a) Excellent [ ] c) Satisfactory [ ] b) Good d) Poor [ ] [ ]
17. Have they taken your after service feed-back through phone or mails etc. ?
Page91
a) Yes [
b) NO
Page92

Project On Customer Perception Towards Services of Tata Motors

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A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

CUSTOMER BEHAVIOUR IS IMPORTANT FOR THE THREE PERSONS:

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

CUSTOMER BEHAVIOUR: THE PSYCOLOGY OF MARKETING

Customer behavior involves services and as tangible products.

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

FACTORS INFLUENCING CUSTOMERS

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

INTRODUCTION TO MOTOR INDUSTRY

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

INDIAN AUTOMOBILE INDUSTRY PROFILE

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

THE KEY PLAYER IN INDIAN AUTOMOBILE INDUSTRY ARE :

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

TITLE OF THE STUDY

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

STATEMENT OF THE PROBLEM

NEED FOR THE STUDY:

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

OBJECTIVES OF THE STUDY:

SCOPE OF THE STUDY:

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

ANALYSIS & INTERPRETATION OF THE DATA:

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

LIMITATIONS OF THE STUDY:

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

been priced at Rs.100,000 (excluding VAT and transportation cost).

KRUPANIDHI DEGREE COLLEGE

A STUDY ON THE CUSTOMER PERCEPTION TOWARDS SERVICE OF TATA MOTORS

MILESTONES TATA MOTORS LIMITED