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T V SUNDARAM IYENGAR AND SONS

4.1 DATA ANALYSIS AND DATA INTERPRETATION

After the preparation of questionnaire, it was essential to tabulate the data’s.


Then the percentage is obtained when ratios are multiplied by 100. The percentage
analysis is an easy as well as crispy way to interpret the response of the consumers
more easily and accurately.

It is found out by taking number of consumers who have responded in the same
manner to the total number of respondents. It is again converted in terms of
percentage multiplying it with 100. By doing so the exact percentage of respondents
who have respondent in the same manner can be found out can be analysied.

Number of respondents
Percentage = X 100
Total number of consumers

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Table 4.1

AREA OF RESPONDENTS

Sl. No. Area No. of Percentage


Respondents

1 Rural 36 36%

2 Urban 50 50%

3 Suburban 14 14%

Total 100 100%

Source : company records

INTERPRETATION:

Among 100 respondents 36% of them belongs rural areas. 50% of the
customers belongs to urban areas and the rest of 14% of the customers are comes
under suburban areas.

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Figure 4.1

AREA OF RESPONDENTS

PERCENTAGE OF RESPONDENTS

14%

36%

RURAL

URBAN

50% SUBURBAN

Source : company records

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Table 4.2

AGE GROUP OF RESPONDENTS

Sl. No. Area No. of Percentage


Respondents

1 18 - 25 20 20%

2 25 – 35 38 38%

3 35 - 45 24 24%

4 45 above 18 18%

Total 100 100%

Source : company records

INTERPRETATION:

Above table shows the age group of the respondents. 20% of the respondents
belongs to 18 – 25 age group. 38% of the respondents belongs to 25 – 35 age group.
24% of the respondents belongs to 35 - 45 age group and the rest of the respondents
belongs to 45 and above.

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Figure 4.2

AGE GROUP OF RESPONDENTS

PERCENTEGE OF RESPONDENTS

18 - 25
25 - 35
35 - 45
45 Above

Source : company records

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Table 4.3

RESPONDENTS OCCUPATION

Sl. No. Area No. of Percentage


Respondents

1 Business 50 50%

2 Private employment 18 18%

3 Govt. Employment 14 14%

4 Employment Abroad 12 12%

5 Others 6 6%

Total 100 100%

Source : company records

INTERPRETATION:

Respondents where classified inti five major groups on the basis of occupation
in that private employment is the highest one. There are 50% of the employees are
coming under business. 18% of the customers belongs to private employment. 14% of
the respondents belongs to Govt. employment. 12% of the respondents coming under
employees abroad and the customers belong to others.

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Figure 4.3

Respondents Occuppation

Business
Private Employment
Govt.Employment
Employment Abroad
Others

Source : company records

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TABLE 4.4

INCOME WISE DISTRIBUTION OF RESPONDENT

Income Group No of Respondents Percentage

Below 20000 7 7%

20000 – 40000 12 12%

40000 – 60000 22 22%

60000 – 80000 34 34%

80000 and Above 25 25%

Total 100 100%

Source : company records

INTERPRETATION:

The major portion of the customers included in income group between


60000 – 80000. The 7% of customer included in the income group below 20000 and
12% are income group between 20000 – 40000 and 25% are in income group above
80000.

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Figure 4.4

INCOME WISE DISTRIBUTION OF RESPONDENT

INCOME

Below 20000
20000 – 40000
40000 – 60000
60000 – 80000
80000 and Above

Source : company records

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Table 4.5

RESPONDENTS VEHICLE MODEL

Model No of Respondents Percentage

Bolero SLE 20 20%

Bolero SLX 12 12%

Bolero VLX 22 22%

Bolero Pickup 34 34%

80000 and Above 25 25%

Others 4 4%

Total 100 100%

Source : company records

INTERPRETATION:

The most of respondents are having Bolero VLX model among three
models. It represents more than 50% of the respondents have it. 20% of the customers
have Bolero SLE. 16% of the respondents have Bolero SLX. 10% of the customers
have Bolero pickup and the rest 10% have others.

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Figure 4.5

VEHICLE MODEL
Bolero SLE Bolero SLX Bolero VLX Bolero Pickup 80000 and Above

22% 18%

11%

30% 19%

Source : company records

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Table 4.6

RESPONDENTS PRODUCT INFORMATION SOURCE

Source No. of Respondents Percentage

Personal 70 70%

Company 6 6%

Dealer’s sales personal 20 20%

Others 4 4%

Total 100 100

Source : company records

INTERPRETATION:

The table shows that the most the respondents collect product detail
through personnel they are occupying around 70% in addition to the personals ad
company source. 6% of the respondents collect information through company details.
20% of the customers collect data through dealer’s sales personal and the rest of the
customers collect data through other forms.

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Figure 4.6

RESPONDENTS PRODUCT INFORMATION


SOURCE
Personal Company Dealer’s sales personal Others

4%

20%

6%

70%

Source : company records

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Table 4.7

EFFECTIVENESS OF PRODUCT INFORMATION

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 20 20%

2 Satisfied 15 15%

3 Neutral 10 10%

4 Dissatisfied 25 25%

5 Highly Dissatisfied 30 30%

Total 100 100%

Source : company records

INTERPRETATION:

Regarding the effectiveness of product information 30% of customers are


highly dissatisfied and 25% are dissatisfied. 20% of the customers are satisfied with
the effectiveness product information. 15% of the customers are satisfied with the
effectiveness product information and the rest 10% of the customers are neutral. So
care should be taken.

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Figure 4.7

EFFECTIVENESS OF PRODUCT INFORMATION

35%

30%

25%

20%
Column2

15%

10%

5%

0%
Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied

Source : company records

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Table 4.8

SATISFACTION WITH PRODUCT INFORMATION

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 35 35%

2 Satisfied 30 30%

3 Neutral 12 12%

4 Dissatisfied 15 15%

5 Highly Dissatisfied 8 8%

Total 100 100%

Source : company records

INTERPRETATION:

In case of satisfaction with product information 35% are highly satisfied and
30% are satisfied. 12% of the customers are neutral. 15% of the customers are
dissatisfied and the rest of 8% of the customers are highly dissatisfied with the roduct
information. Therefore the satisfaction level of customer is high.

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Figure 4.8

Satisfaction with product information

35%

30%

25%

20%

15%
Percentage
10%

5%

0%

Source : company records

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Table 4.9

TIME DURING DELIVERY

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 15 15%

2 Satisfied 25 25%

3 Neutral 14 14%

4 Dissatisfied 20 20%

5 Highly Dissatisfied 26 26%

Total 100 100%

Source : company records

INTERPRETATION:

From the above table it can be inferred that 26% of the respondents are
highly dissatisfied over time of delivery. 25% of the respondents are satisfied
over the time of delivery. 20% of the respondents are dissatisfied over the
time of delivery. 15% of the respondents are highly satisfied over the time of
delivery and the reminder 14% of the respondents is taking a neutral stand
with regard to the time of delivery.

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Figure 4.9

Satisfaction with Time during Delivery

30%

25%

20%

15% PERCENTAGE

10%

5%

0%
Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied

Source : company records

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Table 4.10

TIME SPEND BY SALES PERSON

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 80 80%

2 Satisfied 10 10%

3 Neutral 0 0%

4 Dissatisfied 5 5%

5 Highly Dissatisfied 5 5%

Total 100 100%

Source : company records

INTERPRETATION:

Majority of customers i.e, 80% are highly satisfied with time spend by
sales person. 10% of the customers are satisfied with the time spend by sales
person and the rest of the customers are dissatisfied and highly dissatisfied
with the time spend by the sales person.

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Figure 4.10

Satisfaction with Time spend by sales person

80%

70%

60%

50%

40% percentage

30%

20%

10%

0%
Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied

Source : company records

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Table 4.11

DELIVERY WITH FEATURES PROMISED

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 25 25%

2 Satisfied 10 10%

3 Neutral 20 20%

4 Dissatisfied 25 25%

5 Highly Dissatisfied 20 20%

Total 100 100%

Source: company records

INTERPRETATION:

Only 25% of customers are highly satisfied with the features of vehicle
which is already promised. 10% of the customers satisfied. 20% of the
respondents are neutral. 25% of the respondents are dissatisfied with the
features promised and the rest of 20% of the customers are highly dissatisfied
with the features promised. So the features should be improved.

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Figure 4.11

Satidfaction with Features


30%

25%

20%

15%
percentage

10%

5%

0%
Highly satisfied Satisfied Neutral Dissatisfied Highly
Dissatisfied

Source: company records

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Table 4.12

ENGINE PERFORMANCE

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 50 50%

2 Satisfied 20 20%

3 Neutral 10 10%

4 Dissatisfied 10 10%

5 Highly Dissatisfied 10 10%

Total 100 100%

Source: company records

INTERPRETATION:

Only 50% of the customers are highly satisfied with the performance
of the engine. 20% of the respondents are satisfied with the engine
performance. 10% of the customers are neutral and the rest of 20% are
dissatisfied and highly dissatisfied with the engine performance. So the
performance should be improved.

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Figure 4.12

Engine Performance
50%
45%
40%
35%
30%
25%
20%
15%
percentage
10%
5%
0%
Highly
Satisfied
satisfied Neutral
Dissatisfied
Highly
Dissatisfied

Source: company records

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Table 4.13

SAFETY

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 45 45%

2 Satisfied 25 25%

3 Neutral 10 10%

4 Dissatisfied 10 10%

5 Highly Dissatisfied 10 10%

Total 100 100%

Source: company records

INTERPRETATION:

45% of the customers are highly satisfied with the safety of the
vehicle. 25% of the respondents are satisfied with the safety. 10% of the
customers are neutral and the rest of 20% of the respondents are dissatisfied
and highly dissatisfied with the safety offered by the vehicle.

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Figure 4.13

45%

40%

35%

30%

25%

20%
percentage

15%

10%

5%

0%
Highly
Satisfied
satisfied Neutral
Dissatisfied
Highly
Dissatisfied

Source: company records

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Table 4.14

MILEAGE

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 50 50%

2 Satisfied 20 20%

3 Neutral 15 15%

4 Dissatisfied 10 10%

5 Highly Dissatisfied 5 5%

Total 100 100%

Source: company records

INTERPRETATION:

50% of the customers are highly satisfied by the mileage. 20% of the
respondents are satisfied with the mileage. 15% of the respondents are
neutral. 10% of the respondents are dissatisfied with the mileage level and
rest of 5% of the customers are highly dissatisfied with the mileage offered
by the vehicle.

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Figure 4.14

MILEAGE

50%

45%

40%

35%

30%

25% Percentage

20%

15%

10%

5%

0%
Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied

Source: company records

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Table 4.15

SATISFACTION OF SHOW ROOM SIGNAGE

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 35 35%

2 Satisfied 30 30%

3 Neutral 20 20%

4 Dissatisfied 15 15%

5 Highly Dissatisfied 0 0%

Total 100 100%

Source: company records

INTERPRETATION:

The table shows that among given data the maximum customers
highly satisfied with the proper showroom facility and signage. A few of
customers are dissatisfied with the signage of showroom.

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Figure 4.15

Satisfation with showroom facility


40%

35%

30%

25%

20%
percentage

15%

10%

5%

0%
Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied

Source: company records

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Table 4.16

SATISFACTION WITH THE CLEANLINESS OF VEHICLE DURING


DELIVERY

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 45 45%

2 Satisfied 18 18%

3 Neutral 10 10%

4 Dissatisfied 15 15%

5 Highly Dissatisfied 12 12%

Total 100 100%

Source: company records

INTERPRETATION:

45% of the customers are highly satisfied with the cleanliness of


vehicle during delivery. 18% of the customers are satisfied with it. 10% of the
respondents are neutral. And rest of 27% of the respondents are dissatisfied
and highly dissatisfied with the cleanliness of the vehicle during delivery.

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Figure 4.16

Satisfaction with cleanliness of vehicle during


delivery

Satisfied Neutral
18% 10%

Highly
Dissatisfied
Other 12%
27% Dissatisfied
Highly satisfied
15%
45%

Source: company records

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Table 4.17

SATISFACTION WITH TEST DRIVE

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 80 80%

2 Satisfied 10 10%

3 Neutral 0 0%

4 Dissatisfied 5 5%

5 Highly Dissatisfied 5 5%

Total 100 100%

Source: company records

INTERPRETATION:

From the given collected and exhibited, it could be easily understood


that the majority of respondents are highly satisfied with test drive. Only 10%
of the customers are dissatisfied and highly dissatisfied with the test drive.

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Figure 4.17

Satisfation with test drive

Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied

Source: company records

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Table 4.18

SATISFACTION OF NEW VEHICLE PROVIDED 10 LITERS OF FUEL

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 56 56%

2 Satisfied 15 15%

3 Neutral 20 20%

4 Dissatisfied 6 6%

5 Highly Dissatisfied 3 3%

Total 100 100%

Source: company records

INTERPRETATION:

It is clear from the above table that most of respondents accepted the family
members have influence to buy Bolero. In this study 71% their family has
recommended than to buy bolero.

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Figure 4.18

Satisfaction with fuel capacity

60%

50%

40%

30% percentage

20%

10%

0%
Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied

Source: company records

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Table 4.19

SATISFACTION WITH PRICE

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 55 55%

2 Satisfied 13 13%

3 Neutral 12 12%

4 Dissatisfied 12 12%

5 Highly Dissatisfied 8 8%

Total 100 100%

Source: company records

INTERPRETATION:

From this we can see that 55% of the customers are highly satisfied
with the price. 13% of the customers are satisfied with the price. 12% of the
respondents are neutral and the rest of 20% of the customers are dissatisfied
and highly dissatisfied with the price.

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Figure 4.19

Satisfaction with Price

60%

50%

40%

30%

20%

10% percentage

0%

percentage

Source: company records

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Table 4.20

SATISFACTION WITH DOCUMENTATION

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 85 85%

2 Satisfied 5 5%

3 Neutral 3 3%

4 Dissatisfied 5 5%

5 Highly Dissatisfied 2 2%

Total 100 100%

Source: company records

INTERPRETATION:

Regarding documentation, the 85% of the respondents are highly


satisfied with the documentation. 5% of the customers are quite satisfactory.
3% of the customers are neutral and the rest of 7% of the respondents are
dissatisfied and highly dissatisfied with the documentation.

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Figure 4.20

Satisfaction with Documentation


Highly satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied

5% 2%
3%
5%

85%

Source: company records

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Table 4.21

SATISFACTION WITH OVERALL SERVICE PROVIDED

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 58 58%

2 Satisfied 25 25%

3 Neutral 10 10%

4 Dissatisfied 4 4%

5 Highly Dissatisfied 3 3%

Total 100 100%

Source: company records

INTERPRETATION:

In case of satisfaction level of customers regarding service half of the


population are highly satisfied with the service and quarter half is satisfied.

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Figure 4.21

Satisfaction with service provided

60%

50%

40%

30%

20%

10% percentage
0%

percentage

Source: company records

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Table 4.22

SATISFACTION WITH CASE OF CONTACTING HIGHER AUTHORITIES

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 65 65%

2 Satisfied 15 15%

3 Neutral 7 7%

4 Dissatisfied 8 8%

5 Highly Dissatisfied 5 5%

Total 100 100%

Source: company records

INTERPRETATION:

The data’s tabulated interpret that the majority of respondents are


highly satisfied with the comfort of contacting higher authorities. Only 13%
of the customers are dissatisfied and highly dissatisfied with the comfort of
contacting higher authorities.

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Figure 4.22

Satisfaction with ease of contacting


authorities

70%

60%

50%

40%

percentage
30%

20%

10%

0%
Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied

Source: company records

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Table 4.23

SATISFACTION WITH TELEPHONE ENQUIRIES

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 52 52%

2 Satisfied 32 32%

3 Neutral 6 6%

4 Dissatisfied 4 4%

5 Highly Dissatisfied 6 6%

Total 100 100%

Source: company records

INTERPRETATION:

The data’s interpret the fact that the more than half of respondents is
52% are highly satisfied with the telephone enquiries and more than the
quarter half of population is 32% are satisfied with the telephone enquiries.
And 10% of the respondents are dissatisfied and highly dissatisfied with the
telephone enquiries.

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Figure 4.23

Satisfaction with telephone interaction

60%

50%

40%

30% percentage

20%

10%

0%
Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied

Source: company records

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Table 4.24

SATISFACTION WITH CLARITY OF INFORMATION

Sl. No Satisfaction level No of Respondents Percentage

1 Highly satisfied 50 50%

2 Satisfied 12 12%

3 Neutral 12 12%

4 Dissatisfied 15 15%

5 Highly Dissatisfied 11 11%

Total 100 100%

Source: company records

INTERPRETATION:

From the table, it is known that 50% i.e, half of the sample population is
satisfied highly with the clarity of information provided. 12% of the customers are
satisfied with the clarity of information provided. 12% of the respondents are neutral.
15% of the customers are dissatisfied and 11% of the respondents are highly
dissatisfied with the clarity of information.

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Figure 4.24

Satisfation with clarity


60%

50%

40%

30%
percentage

20%

10%

0%
Highly satisfied Satisfied Neutral Dissatisfied Highly
Dissatisfied

Source: company records

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Table 4.25

WEIGHTED AVERAGE OF SATISFATION OF CUSTOMERS,


(REGARDING SERVICE)

Sl. Particular Total Score Weighted


No Average
1 Cleanliness during delivery 369 3.69

2 Explanation of work after service 446 4.46

3 Service after delivery 448 4.48

4 Overall service satisfaction 431 4.31

5 Enquiry regarding service 420 4.2

Source: company records

INTERPRETATION:

From the weighted average regarding service, we have tabulated, we can easily
understand the ranking of service provided by the dealer, which satisfied the customer
most. In this aspect the washing service provided ranks first, which is followed by
explanation of work after service, satisfaction of overall service, reply regarding
service and cleanliness during delivery.

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Figure 4.25

Weighted average of satisfaction of customer


(regarding service)
5
4.5
4
3.5
3
2.5
2
Weighted average
1.5
1
0.5
0
Cleanliness Explanation Service after Overall Enquiry
during of work after delivery service regarding
delivery service satisfaction service

Source: company records

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FINDINGS, SUGGESTIONS & CONCLUSION

5.1 MAJOR FINDINGS

1. 26% of the responds are highly dissatisfied over the time of delivery of

Mahindra Bolero.

2. The 34% of Bolero customers are the private employment and they have

required income to bought the product from the TVS.

3. In TVS the most of customers have the Bolero VLX model which satisfied the

44% of the total customers.

4. Most of customers have the high satisfaction with the showroom facility and

the performance of sales person in the floor sales office in TVS.

5. Regarding effectiveness of information 45% of the customers are satisfied.

6. In case of satisfaction with the product information 65% of the customers are

satisfied.

7. 40% of the respondents are satisfied with the duration of delivery,

8. Majority of the customers i.e, 80% are highly satisfied with the time spend by

sales persons.

9. Only 35% of the customers are satisfied with the features of vehicle which is

already promised but 45% of them are dissatisfied.

10. 70% of the respondents are satisfied with the performance of engine.

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11. Only 65% of the customers are satisfied with the safety and 25% are

dissatisfied.

12. 70% of the customers are satisfied with the mileage of the vehicle.

13. After the service 17% of customers even have the high satisfaction with the

vehicles retuned with vaccumed and washed.

14. 37% of customers have good satisfaction with the vehicle delivered with 10

liters of fuel from TVS.

15. From the data, majority of the customers are highly satisfied with test drive.

16. Regarding customer service, the majority of customers are highly satisfied.

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5.2 SUGGESTIONS

1. A financial meet should be conducted twice a year, to develop telemarketing

and there by increase the sales.

2. The technical problems should be cleared without delay.

3. In case of delivery, the delivery time should be Lried to reduced.

4. The dealers should maintain the customer relation.

5. To include more number of staffs in billing and cash payment section.

6. The strategies should be formulated to increase the effectiveness of product

information.

7. The features promised should be provided during delivery.

8. The delivery time should be reduced.

9. The marketing of product in suburban areas is to be conducted.

10. The latest and innovative techniques and technology could be adopted.

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5.3 CONCLUSION

To concluded that the customers are satisfied with dealers maintenance

relationship in effective way. Mahindra Bolero model vehicles are good famous

among the customers in KOCH1. Bolero model to attract most of the customers to its

features and increase the awareness among its customers about its models by

providing adequate Advertisements. Other sales promotion techniques will best up

sales. Only the satisfied customers, TVS & Sons Ltd, MARADU have high social

image and also have high profit in the sales marketing.

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