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PROJECT REPORT ON
CUSTOMER SATISFACTION
FOR TATA PASSANGER CAR
SHREE BHARATA MOTORS LTD.
SUBMITTED IN
Partial Fulfillment Of The Requirements For The Award Of
Master of Business Administration
SUBMITTED BY
BUDDDIMANTA SAHOO
Roll No : 12MBAS21351
(Marketing Manger)
(Faculty Member)
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CERTIFICATE
This is to certify that Budddimanta Sahoo bearing Roll No. 12MBAS21351 carried
out the Summer Training Report entitled Customer Satisfaction For Tatapassanger
Car, submitted in partial fulfillment of Master Degree in Business Administration of
DDCE, Sambalpur University, under my guidance. This is not submitted to any other
University or Institution for the award of Degree/Diploma Certificate.
Moreover, he is sincere towards his work and hard working. I wish him success in all
future endeavors.
Prasanta Pattaniak
(Marketing Manager)
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EXAMINERS CERTIFICATE
Internal examiner
External examiner
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CERTIFICATE OF APPROVAL
This is to certify that the summer training report entitled:
Customer Satisfaction For Tata Passanger Car
Submitted by Budddimanta Sahoo (Roll No. 12MBAS21351), Sambalpur University, Burla towards
partial fulfillment of the requirements for the award of the degree of Master of Business
Administration (MBA) is a bona fide record of the work carried out by him under the able guidance of
Manik Chand Ghosh, Faculty, RD Computer & Management, Talcher.
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DECLARTION
I
Talcher, do here by Declare that this summer training report entitled Customer
Satisfactoin For Tata Passanger Car submitted By me in partial fulfillment of the
requirement for the MBA degree Under DDCE, Sambalpur University. It is my own,
not submitted to any other Institute for published anywhere else before.
Budddimanta Sahoo
Roll No :12MBAS21351
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ACKNOWLEDGE MENT
With unrestrained pleasure, I am Budddimanta Sahoo (MBA), student of RD
Computer & Management, Talcher present this summer project report on Customer
Satisfactoin For Tata Passanger Car in the market scenario. With reference to
Shree Bharat Motor.
It has been a challenging experience to explore this topic and work in such dynamic,
well known and established organization. It has been great learning experiences
from me.
I am indebted to Mr. Prasanta Pattaniak (Marketing Development Manager) for
leading his help and experience to me to be able to make a successful project on this
topic and without whom the project could not have attend this dimension.
I am equally grateful and would also like to extend my thanks Manoj Swain (Director
RD Computer & Management, Talcher) and Manik Chand Ghosh, (Faculty of
Marketing) for his valuable suggestion and advice and without whose cooperation this
project could have not be completed.
I would like to addition to express my sincere gratitude to all the faculty members to
our institute for their enlightment and guidance at ever step. I am equally thankful to
all the staff members of shree bharat motor, and my friends who always encourage me
to give it my best.
Budddimanta Sahoo
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PREFACE
Marketing is typically seen as the task of creating, promoting, and delivering goods
and services to customers and business. In fact, marketing people are involved in
marketing ten types of entities: goods, services, experiences, events, persons, places,
properties, organization, information and ideas.
The process of ascertaining consumers needs, converting them into a product or
service and then moving the product or service to the final consumers of user to satisfy
such needs and wants of a specific customer segment or segments with a emphasis on
profitability, ensuring the optimum use of resources available to the organization.
Its to my grate advantage that SHREE BHARAT MOTOR has given me this
opportunity to understand the CUSTOMER SATISFACTION FOR TATA
PASSANGER CAR in a broader sense.
I am highly obliged to receive this existing opportunity to work and gain
experience from an immensely cooperative, dynamic a challenging organization.
Hoping that you will appreciate my work.
Budddimanta Sahoo
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INDEX
CHAPTER-1
Introduction of industry and companies background.
Product profile.
Organization structure.
The target market
Individual vehicle owners
Competition
Opportunity
CHAPTER-2
Objectives
Scope of the study
Area of the study
CHAPTER-3
Methodology
Data collection method
Sample size distribution
Limitation
CHAPTER-4
Analysis and interpretation
Suggestion
Personal learning
CHAPTER-5
Questionnaire for customers
Bibliography
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Tata Motors was founded by Jehangir Ratanji Dadabhoy Tata in the year 1945. Born on 29 July 1904
in France, he was a pioneer businessman of India. He was awarded with the prestigious Bharat Ratna,
India's highest civilian award in the year 1992 and the Legion Of Honour by the French Government in
the year 1954. He was a pioneer of the Indian aviation sector and obtained the first pilot license issued
in India on 10 February 1929. JRD Tata founded India's first commercial airline, Tata Airlines in the
year 1932 which went on to become Air India, India's national airline.
Tata Motors Company in India
Tata Motors is an India based company which was started in the year 1945 by Mr. JRD Tata.
Headquarters of the firm is based in Mumbai, Maharashtra, with production units spread across the
globe. It was the first Indian engineering company (September 2004) to be listed in the New York
Stock Exchange. Tata Motors company has employed over 4500 engineers and scientists at its research
centre, which was established in the year 1966. Tata Motors company has based its R&D centres in
Pune, Jamshedpur, Lucknow, Dharwad in India.
Tata Motors Manufacturing Facilities
Currently, manufacturing units of Tata Motors company are based in Jamshedpur (Jharkhand), Pune
(Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand) and Sanand (Gujarat). Every stage
of product evolution design, manufacturing, development, assembly and quality control, is carried out
meticulously.
Jamshedpur is the first unit of the Tata Motors profile in which it started manufacturing operations in
1945. This unit sprawls across a vast area of 822 acres and consists of four major divisions, namely
truck factory, engine factory, cab and cowl factories. The engine factory is responsible for the in-house
manufacture of Tata 697/497 naturally aspirated and turbocharged engines, along with 6B series
engines used by Tata Cummins. Forge division of Tata Motors company is engaged in manufacturing
forgings like crankshafts, front axle beams and steering parts for the automobile plant.
The Pune units are located in Pimpri and Chinchwad, which are spread over 800 acres and 130 acres,
respectively. These units of Tata Motors company were established in the year 1966 and boast of a
Production Engineering Division. These are used for designing and manufacturing high-end press
tools, fixtures, jigs, metal patterns, special tools and gauges. Moreover, these are instrumental for
introducing new products and improving existing ones.
Tata Motors has also based one of its manufacturing units in Lucknow, Uttar Pradesh. This unit was
established in the year 1992 in order to cater to the demand for commercial vehicles in the Indian
automobile market. It is strongly backed by an engineering research centre and service setup to cope
up with the latest technologies and cater to the complexities of automobile manufacturing. The
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Lucknow unit specialises in manufacturing commercial vehicles and high capacity buses. This unit
rolls out a range of modern buses, such as low floor buses, ultra low floor buses, CNG and RE buses.
The Pantnagar manufacturing unit of Tata Motors has been set up for producing Ace and Magic, a
mini-truck and a passenger-carrier respectively. This production unit began commercial manufacturing
operations in August, 2007. It is the fourth production unit of Tata Motors after Jamshedpur, Pune and
Lucknow. This plant is spread in over 953 acres and has generated 7500 direct and indirect jobs. Tata
Motors has invested over Rs. 1000 crores at this manufacturing unit.
Sanand (Gujarat) is the manufacturing unit of the Tata Nano, an affordable and environment friendly
mode of transport. In the initial stage, the manufacturing capacity of the plant was 250,000 cars per
year, though this amount eventually swelled to 350,000 cars per year. In order to further increase the
capacity of this unit, the company has incorporated some provisions at this location. This unit came
into operations in the month of November 2008 and is spread over 725 acres. Sanand unit is lined up
with world class manufacturing practices and state-of-the art equipment, such as robotics and high
speed production lines.
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Tata Indigo XL is known for its fuel efficiency and on road performance. The car has a boot space of
450 litres and fuel tank capacity of 42 litres.
Tata Indigo e-CS is a luxurious sedan, which is available in petrol as well as diesel versions.
Configuration of both the engines is different; the diesel car boasts of displacement of 1396 cc,
Common Rail CR4, 16 Valve, DOHC diesel engine, which produces maximum power of 67 bhp at
4000 rpm. Maximum torque produced by the engine is 140 Nm at fairly low 1800-3000 rpm. The
petrol variant of Tata Indigo e-CS is incorporated with an 1193 cc, MPFI petrol engine, which delivers
maximum power of 62 bhp at 5000 rpm. Maximum torque produced by the engine is 100 Nm at 2700
Nm.
Xenon XT is a powerful vehicle, which was launched by Tata Motors in the pickup segment. It is
launched in two variants - Xenon XT EX 4x2 and Xenon XT EX 4x4. Both models possess the same
engine, with the only difference being in the drive system. The engine of Xenon XT has a displacement
of 2179 cc, which produces maximum power of 136 bhp at 4000 rpm. Maximum torque produced by
the engine of Xenon XT is 320 Nm at a fairly low 1750-2700 rpm. The wheel base of Xenon XT is 200
mm and turning circle radius is six metre.
Tata Aria is a crossover which was recently launched by Tata Motors. It has been launched in four
models - Tata Aria Pure, Tata Aria Pleasure, Tata Aria Prestige and Tata Aria Pride. The engine
configuration of all models is same, though they have different features and comfort levels. Tata Aria is
assimilated with a 2179 cc, 2.2 L DICOR, BS IV compliant engine with dual mass flywheel. This
engine of Tata Aria delivers power of 136 bhp at 4000 rpm and produces maximum torque at 320 Nm
at a fairly low 1700-2700 rpm. The car boasts of fuel tank capacity of 60 litres, which is quite
sufficient for a crossover.
Sumo Victa is sports utility vehicle, which was launched by Tata Motors exclusively for the utility
vehicles segment. It is available in four models, called Sumo Victa Di Turbo GX, Sumo Victa Di Turbo
EX, Sumo Victa Di Turbo LX and Sumo Victa Di Turbo CX. All variants have same engine
configuration but possess different features and comfort levels. This variant is incorporated with a
2956 cc, diesel Di Turbo charged engine, which produces maximum power of 66 bhp at 3000 rpm. The
maximum torque delivered by the engine is 223 Nm at 1600- 2200 rpm.
Tata Grande is a utility vehicle, which is equipped with 2179 cc engine. This model of Tata Motors is
available in four models, viz. Tata Grande GX, Tata Grande LX, Tata Grande EX and Tata Grande CX.
All models are incorporated with the same engine but have varied comfort and convenience features.
The 2.2 L, 16 valve, DOHC DICOR engine of Tata Grande delivers a maximum power of 116 bhp at
4000 rpm. Maximum torque delivered by the engine is 250 Nm at a low 1500-3000 rpm. The ground
clearance of the vehicle is 180 mm and turning radius of 5.25 metre.
Tata Safari is another sports utility vehicle launched by Tata Motors for the consumer segment. It is
currently available in the market in four variants - Tata Safari LX, Tata Safari EX, Tata Safari GX and
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Tata Safari VX. All variants of Tata Safari are incorporated with the same 2179 cc diesel engine. This
engine delivers maximum power of 136 bhp at 4000 rpm and produces torque of 320 Nm at 1700-2700
rpm. It has sufficient seating capacity for seven passengers and fuel tank capacity of 65 litres. This car,
which is one of the most popular SUVs in Indian market, has turning radius of six metres.
Tata Venture , which is equipped with a powerful engine. This model is produced in three variants,
namely Tata Venture CX, Tata Venture EX and Tata Venture GX. All variants have different engine
configuration and features, thus catering to buyers of varying tastes. Tata Venture CX is incorporated
with a 1405 cc engine, which produces maximum power of 47 bhp at 4500 rpm and torque produced
by this engine is 135 Nm at 2500 rpm. Tata Venture EX is equipped with a 1405 cc engine, which
delivers a maximum power of 67 bhp at 4500 rpm and 135 Nm torque at 2500 rpm. Engine of Tata
Venture GX is similar to EX though the car has different features and comfort levels.
Discontinued Tata Cars
In India, Tata Sierra was launched in the year 1991 and discontinued in 1998. It was a three door multi
utility vehicle which was built on Tata Estate platform. Another discontinued car of Tata Motors was
Tata Estate, a station wagon. It was Tata's first attempt to build a car and was considered an advanced
car at that time. It was incorporated with certain features which were not commonly available in
several cars plying on Indian roads, which includes power windows, tachometer and power steering.
Upcoming Tata Cars
Tata Motors is planning to launch few new vehicles, such as Tata Indica Vista Electric, Tata Nano
Hybrid, Tata Merlin and Tata Pixel, in coming times. However, Tata Motors company has not revealed
much information about these cars officially.
Tata Motors Sales And Service Networks
Tata Motors in India has more than 250 dealerships in 195 cities spread across 27 states and 4 union
territories of India. It has the 3rd largest sales and service network in India after Maruti Suzuki and
Hyundai. The prime of focus of Tata Motors company is to expand its sales and service network across
the country. In metropolitans, a wide network of service network has been established by this
prominent automobile company. In Delhi, around 15 authorised service centres are present, whereas 7
service centres are located in Mumbai.
1,826.13 crores. The financial statements reflect the groups share of profit of Rs. 31.95 crores for the
year ended and groups share of loss (net) of Rs. 16.30 crores up to March 31, 2011. These figures
show stupendous growth and sales performance of Tata Motors.
Tata Motors Used Car Market
Tata Motors company in India has expanded its family of customers by reselling cars of existing
customers to potential buyers looking for second-hand cars. For carrying out this process, Tata Motors
has established Tata Motors Assured, which has greatly assisted it extending its relationship with
customers. These dealership centres offer three free services and warranty of one year or 20000 km,
whichever is less. Tata Motors Assured centres are situated in each and every city of India and
distribute a wide variety of Tata Motor cars.
Tata Motors Future Plans
Regarding the expansion of its product portfolio, Tata Motors recently introduced the 25MT GVW Tata
Novus from Daewoos (South Korea) (TDCV) platform. Tata Motors plans to leverage upon the strong
presence of TDCV in the heavy-tonnage range and introduce products in India in due course of time.
This was mainly to cater to the international market and mark its presence in domestic market, where
the road infrastructure is being improved under the National Highway Development Project.
Tata Motors profile reveals that it has global plans to reduce its domestic profile and improve
international presence. The domestic commercial automobile vehicle market is highly cyclic in nature
and prone to fluctuations in the domestic economy. Tata Motors company has high domestic exposure
of ~94% in the MHCV segment and ~84% in the light commercial vehicle (LCV) segment. Since the
domestic commercial vehicle sales of the company are at the mercy of structural economic factors, it is
increasingly looking in the international markets. The company plans to diversify into various markets
across the world in both MHCV as well as LCV segments.
Tata Motors Trivia
Tata Nano is believed to be the world's cheapest car and, therefore, said to be the people's car. Price of
the Tata Nano is about Rs. 1 lac (USD 2500). Another big hit from the stable of Tata Motors is Tata
Indica. As per company information, Tata Indica delivers mileage of 25 kmpl, which is quiet efficient
on the Indian roads, with no other automobile company claiming to offer such high fuel economy. As
of 2009, Tata Motors is world's fifth largest medium and heavy truck manufacturer and the second
largest heavy bus manufacturer. In 2010, Tata Motors company showed consolidated net profit of Rs.
9,274 crores, thus establishing itself as the most profitable automobile company in the country.
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Aria,
2.
Indica eV2,
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4.
Indica V2 Turbo,
Indica V2 Xeta,
6.
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7.
Indigo,
Indigo CS,
Indigo eCS,
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10.
Indigo Marina,
Indigo XL,
Manza,
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13.
Nano,
14.
15.
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16.
Sumo,
17.
18.
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19.
Winger,
20.
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3. Tata Indicruz
4. Tata Dolphin
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6. Tata Pixel
8. Tata Megapixel
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Critics initially derided Tata's Rs.100,000 or 1 lakh, price target, more so as oil and steel
prices rocketed. But global car makers have taken note and are scurrying for their own
versions to meet growing environmental and cost concerns.
In a major decision, Ford motor co selected Tata motors are the preferred bidder or Jaguar &
Lord Rover (JLR). Through other issue a related to infusion
Of funds and retaining the work force would be discussed and decide in comming time, the
acquisition of these two iconic brand in a key positive for the company.
Owners increasingly becoming a conscious and concerned about the brand and style of their
vehicle.
COMPETITION
OPPORTUNITY
Tata Motor's likely buy-out of Jaguar and Land Rover may appear ambitious and risky, but
offers the company a potentially lucrative - though challenging opportunity.
Fiat and Tata Motors Limited today announced the signing of a Memorandum of
Understanding (MoU) to analyse the feasibility of cooperation, across markets, in the area of
passenger cars that would encompass development, manufacturing, sourcing and distribution
of products, aggregates and components.
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Objectives
Scope of the study
Area of the study
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To study the influence of TATA MOTOR PASSENGER CAR in the mind of customers and
its acceptability.
To get information about work culture, effective sales and Service followed by organization.
To know from the customers how the products are different from other company product.
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AREA OF STUDY
As for my summer training is concerned in TATA passenger car. The location was allocated me in
Shree Bharat Motors Ltd. By preparing asset of questionnaire to find out the product result.
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Methodology
Data collection method
Sample size distribution
Limitation
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METHODOLOGY
Universe of the study
Bhubaneswar
Sample Size
50
Method of Survey
2.
Primary Data was collected through the open end and close end questions of the questionnaire;
direct interaction with the customers and the shopkeepers was done.
Secondary Data collected from website of TATA MOTOR.com and some management was
followed.
Research Plan:
To find out the customer view about the product & the organization
Research Instrument:
Here the common instrument is the questionnaire through which primary data is collected from the
different customer.
Contact Method:
At first I have directly mate the customer and introduced myself as MBA student and doing project
under this organization, & give your opinion about the product &organization.
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The effectiveness of the study has to be measured keeping in mind the following limitation.
The Company does not declare all data and internal data are kept
The study was small in size to gather accurate information about the Project.
This project done in Bhubaneswar may not represent the figure of the Whole India.
The time period for conducting the survey is inadequate as the sample size covers only.
Confidential.
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10
Good quality
36
Mileage
54
Cheaper
10%
Good quality
36%
Both
54%
Cheaper
Good quality
Both
This shows that 36% of customer purchased TATA brand due to good quality and 10% purchased for
low price but 54% customer purchased for low price and good quality.
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CHART-2
Number of costumer using TATA Passenger Car
Sample size =100
use
Not use
70
30
Use
70%
Not use
30%
From the above graph indicates that 70% customer TATA brand and 30% customer used other brand
product.
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CHART-3
Difficulty to get TATA passenger car from SHREE BHARAT MOTORS LTD
Sample size =50(as 100%)
NO
YES
85
15
15%
Yes
85%
No
From the above graph indicates that 85% of customer said that they are easily getting TATA vehicle
product and rest reply negatively. Due unavailability of this product in the counter.
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CHART-4
SOURCE OF INFORMATION ABOUT SHREE BHARAT MOTORS LTD
SAMPLE SIZE =100
Friends
Dealer
Product Awareness
Advertisement
20
25
45
10
From the above graph clearly seen that 45% customer known from product awareness, 25% already
known through dealers and 20% customers from friends. Only 10% customers known from
advertisement.
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CHART-5
SATISFACTION LEVEL OF SHREE BHARAT MOTORS LTD.
SAMPLE SIZE=50(AS100%)
Satisfied
Not satisfied
65
35
65%
35%
From the graph, it is clear that 65% of customers are satisfied and 35% of customers are not satisfied
by using TATA product car care products. It is because due pricing factor. Some customers are also
saying about quality.
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CHART-6
Largest selling brand of passenger car.
Sample size= 25(AS100%)
INDICA
DLS-II
INDIGOCS
INDICAV2 XETA
SUMO
GRANDE
SAFARI-DLS
28
22
20
20
10
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SUGGESTIONS
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PERSONAL LEARNING
After successfully completion the project I became aware about the passenger car market. And give
feed back to the company about the organization the satisfaction level of customers towards the TATA
passenger car.
I got a practical idea about the pre and post purchase behavior of customer. I could able to understand
their perception.
I work hard in the organization and met different customers. I get extra information from them, which
gave me good exposure on dealing with customers.
I learned how to work in those situations; it has also increased my patience level for waiting the
customers to get the details.
I collect various information from different sources and give the organization to correct.
The above experience will surely going to help in my future job.
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QUESTIONNAIRE
Name: -
Date: -
Address: -
Telephone No:
1.Which TATA product have you purchased from SHREE BHARAT MOTOR LTD?
2.Why did you buy this vehicle?
(A) It is cheaper
(C) Mileage
(B) No
(C) Availability
5. Have you ever experienced any difficulty in getting vehicle From SHREE BHARAT MOTORS?
(A) In location (B) In service (C) Non availability of TATA Vehicle
6.Would you recommend a reliable sub dealer in your area?
(A) Yes
(B) No
7. From which source did you get the information about SHREE BARAT MOTOR LTD?
(A) Advertisement
(B) Friends
(B) No
(B) No
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BIBLIOGRAPHY
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