04 Data Analysis

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
JAI BHARATH SCHOOL OF MANAGEMENT STUDIES

39
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.

40
Figure 4.1
AREA OF RESPONDENTS
PERCENTAGE OF RESPONDENTS
14%
36%
RURAL
URBAN
50% SUBURBAN

41
Table 4.2
AGE GROUP OF RESPONDENTS

Respondents
1 18 - 25 20 20%
2 25 – 35 38 38%
3 35 - 45 24 24%
4 45 above 18 18%
Total 100 100%
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.

42
Figure 4.2
AGE GROUP OF RESPONDENTS
PERCENTEGE OF RESPONDENTS
18 - 25
25 - 35
35 - 45
45 Above

43
Table 4.3
RESPONDENTS OCCUPATION

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%
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.

44
Figure 4.3
Respondents Occuppation
Business
Private Employment
Govt.Employment
Employment Abroad
Others

45
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%
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.

46
Figure 4.4
INCOME WISE DISTRIBUTION OF RESPONDENT
INCOME
Below 20000
20000 – 40000
40000 – 60000
60000 – 80000
80000 and Above

47
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%
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.

48
Figure 4.5
VEHICLE MODEL
Bolero SLE Bolero SLX Bolero VLX Bolero Pickup 80000 and Above
22% 18%
11%
30% 19%

49
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
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.

50
Figure 4.6
RESPONDENTS PRODUCT INFORMATION

SOURCE
Personal Company Dealer’s sales personal Others
4%
20%
6%
70%

51
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%
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.

52
Figure 4.7
EFFECTIVENESS OF PRODUCT INFORMATION
35%
30%
25%
20%
Column2
15%
10%
5%
0%
Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied

53
Table 4.8
SATISFACTION WITH PRODUCT INFORMATION
2 Satisfied 30 30%
3 Neutral 12 12%
Total 100 100%
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.

54
Figure 4.8
Satisfaction with product information
35%
30%
25%
20%
15%
Percentage
10%
5%
0%

55
Table 4.9
TIME DURING DELIVERY
2 Satisfied 25 25%
3 Neutral 14 14%
Total 100 100%
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.

56
Figure 4.9
Satisfaction with Time during Delivery
30%
25%
20%
15% PERCENTAGE
10%
5%
0%

57
Table 4.10
TIME SPEND BY SALES PERSON
2 Satisfied 10 10%
3 Neutral 0 0%
4 Dissatisfied 5 5%
Total 100 100%
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.

58
Figure 4.10
Satisfaction with Time spend by sales person
80%
70%
60%
50%
40% percentage
30%
20%
10%
0%

59
Table 4.11
DELIVERY WITH FEATURES PROMISED
2 Satisfied 10 10%
3 Neutral 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.

60
Figure 4.11
Satidfaction with Features

30%
25%
20%
15%
percentage
10%
5%
0%
Highly satisfied Satisfied Neutral Dissatisfied Highly
Dissatisfied

61
Table 4.12
ENGINE PERFORMANCE
2 Satisfied 20 20%
3 Neutral 10 10%
Total 100 100%
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.

62
Figure 4.12
Engine Performance
50%
45%
40%
35%
30%
25%
20%
15%
percentage
10%
5%
0%
Highly
Satisfied
satisfied Neutral
Dissatisfied
Highly
Dissatisfied

63
Table 4.13
SAFETY
2 Satisfied 25 25%
3 Neutral 10 10%
Total 100 100%
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.

64
Figure 4.13
45%
40%
35%
30%
25%
20%
percentage
15%
10%
5%
0%
Highly
Satisfied
satisfied Neutral
Dissatisfied
Highly
Dissatisfied

65
Table 4.14
MILEAGE
2 Satisfied 20 20%
3 Neutral 15 15%
Total 100 100%
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.

66
Figure 4.14
MILEAGE
50%
45%
40%
35%
30%
25% Percentage
20%
15%
10%
5%
0%

67
Table 4.15
SATISFACTION OF SHOW ROOM SIGNAGE
2 Satisfied 30 30%
3 Neutral 20 20%
Total 100 100%
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.

68
Figure 4.15
Satisfation with showroom facility

40%
35%
30%
25%
20%
percentage
15%
10%
5%
0%

69
Table 4.16
SATISFACTION WITH THE CLEANLINESS OF VEHICLE DURING

DELIVERY
2 Satisfied 18 18%
3 Neutral 10 10%
Total 100 100%
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.

70
Figure 4.16
Satisfaction with cleanliness of vehicle during

delivery
Satisfied Neutral
18% 10%
Highly
Dissatisfied
Other 12%
27% Dissatisfied
Highly satisfied
15%
45%

71
Table 4.17
SATISFACTION WITH TEST DRIVE
2 Satisfied 10 10%
3 Neutral 0 0%
4 Dissatisfied 5 5%
Total 100 100%
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.

72
Figure 4.17
Satisfation with test drive
Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly Dissatisfied

73
Table 4.18
SATISFACTION OF NEW VEHICLE PROVIDED 10 LITERS OF FUEL
2 Satisfied 15 15%
3 Neutral 20 20%
4 Dissatisfied 6 6%
Total 100 100%
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.

74
Figure 4.18
Satisfaction with fuel capacity
60%
50%
40%
30% percentage
20%
10%
0%

75
Table 4.19
SATISFACTION WITH PRICE
2 Satisfied 13 13%
3 Neutral 12 12%
Total 100 100%
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.

76
Figure 4.19
Satisfaction with Price
60%
50%
40%
30%
20%
10% percentage
0%
percentage

77
Table 4.20
SATISFACTION WITH DOCUMENTATION
2 Satisfied 5 5%
3 Neutral 3 3%
4 Dissatisfied 5 5%
Total 100 100%
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.

78
Figure 4.20
Satisfaction with Documentation

Highly satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
5% 2%
3%
5%
85%

79
Table 4.21
SATISFACTION WITH OVERALL SERVICE PROVIDED
2 Satisfied 25 25%
3 Neutral 10 10%
4 Dissatisfied 4 4%
Total 100 100%
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.

80
Figure 4.21
Satisfaction with service provided
60%
50%
40%
30%
20%
10% percentage
0%
percentage

81
Table 4.22
SATISFACTION WITH CASE OF CONTACTING HIGHER AUTHORITIES
2 Satisfied 15 15%
3 Neutral 7 7%
4 Dissatisfied 8 8%
Total 100 100%
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.

82
Figure 4.22
Satisfaction with ease of contacting

authorities
70%
60%
50%
40%
percentage
30%
20%
10%
0%

83
Table 4.23
SATISFACTION WITH TELEPHONE ENQUIRIES
2 Satisfied 32 32%
3 Neutral 6 6%
4 Dissatisfied 4 4%
Total 100 100%
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.

84
Figure 4.23
Satisfaction with telephone interaction
60%
50%
40%
30% percentage
20%
10%
0%

85
Table 4.24
SATISFACTION WITH CLARITY OF INFORMATION
2 Satisfied 12 12%
3 Neutral 12 12%
Total 100 100%
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.

86
Figure 4.24
Satisfation with clarity

60%
50%
40%
30%
percentage
20%
10%
0%
Highly satisfied Satisfied Neutral Dissatisfied Highly
Dissatisfied

87
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
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.

88
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

89
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.

90
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.

91
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.

92
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.

93

04 Data Analysis

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04 Data Analysis

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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.

JAI BHARATH SCHOOL OF MANAGEMENT STUDIES

Sl. No. Area No. of Percentage

Total 100 100%

Source : company records

JAI BHARATH SCHOOL OF MANAGEMENT STUDIES

Source : company records

JAI BHARATH SCHOOL OF MANAGEMENT STUDIES

AGE GROUP OF RESPONDENTS

Sl. No. Area No. of Percentage

Total 100 100%

Source : company records

JAI BHARATH SCHOOL OF MANAGEMENT STUDIES

AGE GROUP OF RESPONDENTS

Source : company records

JAI BHARATH SCHOOL OF MANAGEMENT STUDIES

Sl. No. Area No. of Percentage

2 Private employment 18 18%

3 Govt. Employment 14 14%

4 Employment Abroad 12 12%

Total 100 100%

Source : company records

JAI BHARATH SCHOOL OF MANAGEMENT STUDIES

Source : company records

JAI BHARATH SCHOOL OF MANAGEMENT STUDIES

INCOME WISE DISTRIBUTION OF RESPONDENT

Income Group No of Respondents Percentage

20000 – 40000 12 12%

40000 – 60000 22 22%

60000 – 80000 34 34%

80000 and Above 25 25%

Total 100 100%

Source : company records

The major portion of the customers included in income group between

JAI BHARATH SCHOOL OF MANAGEMENT STUDIES

INCOME WISE DISTRIBUTION OF RESPONDENT

Source : company records

JAI BHARATH SCHOOL OF MANAGEMENT STUDIES

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%

Total 100 100%

Source : company records

JAI BHARATH SCHOOL OF MANAGEMENT STUDIES

Source : company records

JAI BHARATH SCHOOL OF MANAGEMENT STUDIES

RESPONDENTS PRODUCT INFORMATION SOURCE

Source No. of Respondents Percentage

Dealer’s sales personal 20 20%

Total 100 100

Source : company records

JAI BHARATH SCHOOL OF MANAGEMENT STUDIES

RESPONDENTS PRODUCT INFORMATION

Source : company records

JAI BHARATH SCHOOL OF MANAGEMENT STUDIES

EFFECTIVENESS OF PRODUCT INFORMATION

Sl. No Satisfaction level No of Respondents Percentage