BELLAD MOTORS CONSUMER SATISFACTION

CONTENTS

Chapter 1
 About project
 Statement of problem
 Objectives of study
 Scope of study
 Research methodology
 Limitations of study
Chapter 2
 Industrial profile
 Company profile (vision, Mission ,...etc)
 Product Profile
Chapter 3
 Theoretical background of study
Chapter 4
 Data Analysis and Interpretation
Chapter 5
 Findings
 Suggestions
 Conclusion
Chapter6
 Bibliography
 Questionnaire

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CHAPTER 1
 About project
 Statement of problem
 Objectives of study
 Scope of study
 Research methodology
 Limitations of study

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1.1 INTRODUCTION TO STUDY

Customer satisfaction, a term frequently used in marketing, is a measure
of how products and services supplied by a company meet or surpass
customer expectation. Customer satisfaction is defined as "the number of
customers, or percentage of total customers, whose reported experience
with a firm, its products, or its services (ratings) exceeds specified
satisfaction goals."

It is seen as a key performance indicator within business and is often part

of a Balanced Scorecard. In a competitive marketplace where businesses
compete for customers, customer satisfaction is seen as a key
differentiator and increasingly has become a key element of business
strategy.

"Within organizations, customer satisfaction ratings can have powerful

effects. They focus employees on the importance of fulfilling customers
expectations. Furthermore, when these ratings dip, they warn of problems
that can affect sales and profitability.

These metrics quantify an important dynamic. When a brand has loyal

customers, it gains positive word-of-mouth marketing, which is both free
and highly effective."

Therefore, it is essential for businesses to effectively manage customer

satisfaction. To be able do this, firms need reliable and representative
measures of satisfaction.

"In researching satisfaction, firms generally ask customers whether their

product or service has met or exceeded expectations. Thus, expectations
are a key factor behind satisfaction. When customers have high
expectations and the reality falls short, they will be disappointed and will
likely rate their experience as less than satisfying.

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1.2 STATEMENT OF PROBLEM

Customer choice process is a complex phenomenon. Making a decision to

buy a product or services involves many processes. The literature on

brand preference studies reveal that for the selection of durable products,

especially four wheelers, the customer has to spend much time to evaluate

and choose the desired one, based on their need and economic condition.

The marketing strategies followed by the manufacturer and marketer as

well as pre-conceived idea of the buyer also play a vital role in selection

of a particular brand and to get more satisfied. Only a limited number of

attempts have been made to study the impact of brand preference factors

on customer’s satisfaction. So the researcher has made an attempt to

identify the brand preference of TATA MOTORS cars in the study area

and to examine.

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1.3 OBJECTIVES OF STUDY

PRIMARY OBJECTIVE

To study the satisfaction level of the customers of TATA Motors Ltd.

Company in Koppal city.

SECONDARY OBJECTIVE

 To find out the major factors that influences the customers while buying
the product.

 To know the consumer opinion for a particular product.

 To the market demand of the product.

 To obtain feedback on the enquiries they get through online Promotional

strategies.

 To identify the relationship existing between service offered and Level of

satisfaction.

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1.4 SCOPE OF STUDY

The study would try to throw some insights into the existing services provided
by the company and the gap between customers expectation, perceptions and
the actual state of performance. The result of the study would be able to
recognise the lacunae in the system and thus provide the key areas where
improvement is required for better performance and success ratio.

This study includes direct interaction with the customers and this helps to
know the customer satisfaction level to great accuracy. This study is of
importance to the company which will know the following:

 This study is helpful in assessing the requirements of four wheelers buyers.

 The importance of customer buying behaviour needs to be understood by all

the manufacturer.

 The rise in per capita income and rise of consumerism of has helped four
wheelers manufactures in introducing new models.

 This study reveals in-depth market analysis of what consumer needs.

 The study focuses on customer needs when they purchase any car

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1.5 RESEARCH METHODOLOGY

Primary Data:

1. All the necessary has been collected through questionnaire.

2. Collected data has been classified and tabulated to facilitate

interpretation.

3. Graphs are drawn to describe, simplify and clarify the data.

4. To provide answer to the question, data has been analysed and

interpreted.

5. Lastly recommendations and conclusion have been drawn, which agree

with the facts revealed by the investigation.

Secondary Data:

The secondary data has been collected through the following sources.
1. News Paper
2. Annual Reports
3. Journals
4. Brochures
5. Internet and Company Website Etc.
Descriptive research
This study answering several questions start with what, who, where, how and
when this research is very tough as well it evaluates eminent degree of high
qualified skills understand and solve the problem. In this study, I have used
descriptive research design to conduct a survey on customer satisfaction in Tata
Motors showroom at BELLAD Motors.

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1.6 LIMITATIONS OF STUDY

As this study is undertaken to fulfil the academic requirement, it bound to

have certain limitation. The prominent limitation encountered during the period
of study are:

 The disinterest shown by the customers as they were just concerned with
what they actually wanted at the point of the time.

 The study is confined only to the customers of KOPPAL city.

 The study is limited only to TATA Motors only.

 Lack of time to get more specific information is another reason.

 Since the sample size is limited, it may lead partial true factor about the
research.

 The study is based on the reviews of only limited customers.

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Chapter 2
 Industrial profile
 Company profile (vision, Mission ...etc)
 Product Profile

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2.1Industry Profile
India became the fourth largest auto market in 2018 with sales increasing 8.3
per cent year-on-year to 3.99 million units. It was the seventh largest
manufacturer of commercial vehicles in 2018.
The Two Wheelers segment dominates the market in terms of volume owing to
a growing middle class and a young population. Moreover, the growing interest
of the companies in exploring the rural markets further aided the growth of the
sector.

India is also a prominent auto exporter and has strong export growth
expectations for the near future. Automobile exports grew 14.50 per cent during
FY19. It is expected to grow at a CAGR of 3.05 per cent during 2016-2026. In
addition, several initiatives by the Government of India and the major
automobile players in the Indian market are expected to make India a leader in
the two-wheeler and four-wheeler market in the world by 2020

Overall domestic automobiles sales increased at 6.71 per cent CAGR between
FY13-19 with 26.27 million vehicles getting sold in FY19. Domestic
automobile production increased at 6.96 per cent CAGR between FY13-19 with
30.92 million vehicles manufactured in the country in FY19.
In order to keep up with the growing demand, several auto makers have started
investing heavily in various segments of the industry during the last few
months. The industry has attracted Foreign Direct Investment (FDI) worth US$
22.35 billion during the period April 2000 to June 2019, according to data
released by Department for Promotion of Industry and Internal Trade (DPIIT).
The automobile industry is supported by various factors such as availability of
skilled labour at low cost, robust R&D centres and low costs steel production.
The industry also provides great opportunities for investment and direct and
indirect employment to skilled and unskilled labour.
Indian automotive industry (including component manufacturing) is expected to
reach Rs 16.16-18.18 trillion (US$ 251.4-282.8 billion) by 2026. Two-wheelers
are expected to grow 9 per cent in 2018.

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Slow export growth

Exports were slow to grow. Sales of small numbers of vehicles to tertiary
markets and neighbouring countries began early, and in 1987 Maruti Suzuki
shipped 480 cars to Europe (Hungary). After some growth in the mid-nineties,
exports once again began to drop as the outmoded platforms provided to Indian
manufacturers by multinationals were not competitive. This was not to last, and
today India manufactures low-priced cars for markets across the globe. As of 18
March 2013, global brands such as Proton Holdings, PSA
Group, Kia, Mazda, Chrysler, Dodge and Geely Holding Group were shelving
plans for India due to the competitiveness of the market, as well as the global
economic crisis.

Emission norms
In 2000, in line with international standards to reduce vehicular pollution, the
central government unveiled standards titled "India 2000", with later, upgraded
guidelines to be known as Bharat Stage emission standards. These standards are
quite similar to the stringent European emission standards and have been
implemented in a phased manner. Bharat Stage IV (BS-IV), the most stringent
so far, was implemented first, in April 2010, in 13 cities:
Delhi (NCR), Mumbai, Kolkata, Chennai, Bangalore, Hyderabad, Ahmedabad, 
Pune, Surat, Kanpur, Lucknow, Solapur, and  Agra and then, as of April 2017,
the rest of the nation.

Local manufacture encouraged

India levies an import tax of 125% on foreign imported cars, while the import
tax on components such as gearboxes, airbags, drive axles, is 10%. Therefore,
the taxes encourage cars to be assembled in India rather than be imported as
completely built unit.

Size
As of 2019, India is the 4th largest automobile market in the world, surpassing
Germany in terms of sales.

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Manufacturing facilities

The majority of India's car manufacturing industry is evenly divided into three
"clusters". Around Chennai is the southernmost and largest, with a 35% revenue
share, accounting for 60% of the country's automotive exports, and home of the
operations of Heavy Vehicles Factory, Engine Factory
Avadi, Ford, Hyundai, Renault, Mitsubishi, Nissan, BMW, Hindustan
Motors, Daimler, Caparo, Mini, and Datsun.
Near Mumbai, Maharashtra, along the Chakan corridor near Pune, is the
western cluster, with a 33% share of the market. Audi, Volkswagen,
and Škoda are located in Aurangabad. Mahindra and Mahindra has an SUV and
engine assembly plant at Nashik. General Motors, Tata Motors, Mercedes
Benz, Land Rover, Jaguar, Fiat, and Force Motors have assembly plants in the
area.
The northern cluster is around the National Capital Region, and contributes
32%. Gurgaon and Manesar, in Haryana, are where the country's largest car
manufacturer, Maruti Suzuki, is based.
An emerging cluster is the state of Gujarat, with a manufacturing facility of MG
Motors, Atul Auto in Rajkot, Ford, Maruti Suzuki, and Peugeot-Citroën plants
are also planned for Gujarat.
Kolkata with Hindustan Motors (inactive), Noida with Honda,
and Bengaluru with Toyota, Volvo and Scania and Andhra with Isuzu and Kia a
re other automotive manufacturing regions around the country.

Exports
As of 2019, it is assembling and selling an off-road vehicle (Mahindra Roxor;
not certified for road use) in limited numbers in the U.S. It is also sold in
Canada.
 Bajaj Auto is designing a low-cost car for Renault Nissan Automotive India,
which will market the product worldwide. Renault Nissan may also join
domestic commercial vehicle manufacturer Ashok Leyland in another small car
project.
While the possibilities for the Indian automobile industry are impressive, there
are challenges that could thwart future growth. Since the demand for
automobiles in recent years is directly linked to overall economic expansion and
rising personal incomes, industry growth will slow if the economy weak.

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Indian automotive companies

Models currently manufactured by Indian companies

 Force Motors (earlier known as Tempo): One

 Hindustan Motors: Ambassador
 Hradyesh: Morris Street
 ICML: Rhino Rx
 Mahindra: Bolero, Scorpio, Thar, Quanto, Verito, Verito
Vibe, Genio, XUV500, e2o, TUV300, KUV100, NuvoSport, Marazzo.
 Premier Automobiles Limited: Sigma, RiO
 San Motors: Storm
 Maruti Suzuki (subsidiary of Japanese auto maker Suzuki) Alto K10, Alto
800, WagonR, Swift, DZire, Eeco, Ertiga, Celerio, Ciaz, Vitara
Brezza, Baleno, Ignis, S-Cross, XL6, S-Presso.
 TataMotors: Nano, Sumo, Movus, Venture, Safari, Xenon, Zest, Bolt, Tiago, 
Tigor, Hexa, Nexon, Harrier, Altroz

Foreign automotive companies in India

Hyundai
Renault
Nissan
Datsun
Ford
Fiat
Honda
Toyota
Volkswagen
Skoda
Audi
Jaguar
Land Rover
Mercedes-Benz
BMW
and MINI are the foreign automotive companies that manufacture and market
their products in India.

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Vehicles currently imported into India

 Aston Martin: Vantage, Vanquish, Rapide, Virage, DB9, DBS, One-77.
 Audi: A8 L, A7, A5, TT, RS 6 Avant, R8.
 Bentley: Arnage, Azure, Brooklands, Continental GT, Continental Flying
Spur, Mulsanne.
 BMW: 5 Series GT, 6 Series, 7 Series, X5 M, X6, X6
M, M3, M5, M6 and Z4.
 Bugatti: Veyron.
 Ferrari: California, 458 Italia, F12, FF, 812 Superfast, 488
Pista, Portofino, GTC4Lusso.
 Fiat: Abarth 595 Competizone
 Ford: Mustang.
 Honda: Accord Hybrid.
 Jaguar (Subsidiary of Tata Motors):[132] XK, F-Type
 Lamborghini:[162] Huracan, Aventador , Urus.
 Land Rover (Subsidiary of Tata Motors):[133] Discovery 4, Range Rover
Sport, Range Rover.
 Mercedes-Benz:[164] Viano
 Nissan:GT-R.
 Porsche: 997, Boxster, Panamera, Cayman, Cayenne, Carrera GT, Macan.
 Rolls Royce: Ghost, Wraith, Phantom, Phantom Coupé, Phantom Drophead
Coupé , Cullinan.
 Toyota: Land Cruiser, Land Cruiser Prado, Prius.
 Volkswagen: Beetle.
 Volvo (subsidiary of Geely, China): V40, V90, S60, S90, XC60, XC90.

Joint-venture (JV) brands

 Ashok Leyland[177] - originally a JV between Ashok Motors (owned by

the Hinduja Group) and Leyland Motors, now joint ventures between Ashok
Leyland and Nissan Motors (Japan) for LCV's; and John Deere (USA) for
construction equipment.[178]
 KAMAZ Vectra[179] - A JV between Russia's KAMAZ and the Vectra Group
 MAN Force - A JV between Force Motors and MAN AG (Germany)
 SML Isuzu - originally, as Swaraj Mazda, a JV between Punjab Tractors
and Mazda, now 53.5% owned by Sumitomo Group and with its current
name since 2011.[180]

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 Tatra Vectra Motors Ltd - (defunct) Initial truck partnership with India by
Vectra. Replaced by Kamaz. Tatra trucks for sale in India are now
manufactured in collaboration with Bharat Earth Movers Limited.
 VE Commercial Vehicles Limited[181] - VE Commercial Vehicles limited - A
JV between Volvo Group and Eicher Motors Limited.
 Maruti Suzuki - A joint venture of Indian Maruti and Japanese Suzuki.

Electric vehicle and Hybrid vehicle (EV) industry

Electric cars are seen as economical long-term investments, as one doesn't

need to purchase gas, but needs only to recharge the battery, using
renewable energy sources. According to the United States Department of
Energy, electric cars produce half as much CO2 emissions as compared to a
gas-powered car. According to The Economic Times, 60% of Indian
customers expect fuel prices to go up in the next 12 months and 58% expect
to buy a new car in the same time frame. Most consumers are looking to buy
a car which gives good mileage. According to the same source, 68% of
Asian drivers expect higher mileage from their cars due to the higher fuel
prices. This has encouraged 38% of Indian automobile consumers to switch
to electric or hybrid cars. Due to this change in the market, many companies,
such as Toyota, have planned to introduce electric vehicles in India; and
Suzuki has tested almost 50 electric prototypes in India already, according
to Mashable. In 2019 Hyundai Launched India’s First Electric Car Kona
Electric .

Electric vehicle manufacturers in India

 Ather Energy
 Ajanta Group.
 Bajaj Auto
 Hero Electric
 Hyundai
 Mahindra
o Reva, now Mahindra Reva Electric Vehicles.
 MG Motor
 Tara International
 Tata Motors
 TVS Motor Company

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2.2 COMPANY PROFILE (TATA MOTORS)

Tata Motors Limited, incorporated on September 1, 1945, is an automobile

company. The Company is engaged in manufacture of motor vehicles. The
Company's segments include automotive operations and all other operations.
The Company is engaged mainly in the business of automobile products
consisting of all types of commercial and passenger vehicles, including
financing of the vehicles sold by the Company. The Company markets its
commercial and passenger vehicles in various countries in Africa, the Middle
East, South East Asia, South Asia, Australia, and Russia and the
Commonwealth of Independent States countries. The Company operates in over
160 countries across the world.
Automotive Operations
The Company's automotive segment operations include all activities relating to
the development, design, manufacture, assembly and sale of vehicles, including
vehicle financing, as well as sale of related parts and accessories. In the
automotive segment, the Company manufactures and sells passenger cars,
utility vehicles, light commercial vehicles, and medium and heavy commercial
vehicles. The Company further divides these categories based on the size,
weight, design and price of the vehicle. The Company's subcategories vary
between and within Tata and other brand vehicles and Jaguar Land Rover
businesses.
The Company's range of Tata-branded passenger cars includes the Nano
(micro), the Indica, the Bolt and the Tiago both in the compact segment, the
Indigo ECS, and the Zest (mid-sized) in the sedan category. The Company has
expanded its passenger car range with various variants and fuel options. The

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Company's Jaguar Land Rover operations have a presence in the passenger car
category under the Jaguar brand name. There are approximately five car lines
manufactured under the Jaguar brand name, including the F-TYPE two-seater
sports car coupe and convertible XF sedan, the XJ saloon, the XE sports saloon
and sport utility vehicle (SUV) called the F-PACE.
The Company manufactures a range of Tata-branded utility vehicles, including
the Sumo and the Safari (SUVs), the Xenon XT (lifestyle pickup), the Tata Aria
(crossover) and the Venture (multipurpose utility vehicle). Under the Safari
brand, the Company offers over two variants, such as the Dicor and the Safari
Storme. Under the Sumo brand, the Company offers the Sumo Gold. There are
approximately five car lines under the Land Rover brand comprising the Range
Rover, the Range Rover Sport, the Range Rover Evoque, 6 the Land Rover
Discovery and the Land Rover Discovery Sport.
The Company manufactures a range of light commercial vehicles (LCVs),
including pickup trucks and small commercial vehicles. This also includes the
Tata Ace, which is a mini-truck with approximately 0.7ton payload with
different fuel options, the Super Ace and the ACE Mega both with over one-ton
payload, the Ace Zip, with approximately 0.6ton payload, the Magic and Magic
Iris, both of which are passenger variants for commercial transportation
developed on the Tata Ace platform, and the Winger. The Company's offerings
in the LCV bus segment include the City ride and the Star bus ranges of buses.
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 been priced at Rs.100, 000 (excluding VAT and
transportation cost).
Designed with a family in mind, it has a roomy passenger compartment with
generous leg space and head room. It can comfortably seat four persons. Its
mono–volume design will set a new benchmark among small cars. Its safety
performance exceeds regulatory requirements in India. Its tailpipe emission
performance too exceeds regulatory requirements. In terms of overall pollutants,
it has a lower pollution level than two–wheelers being manufactured in India
today. The lean design strategy has helped minimise weight, which helps
maximise performance per unit of energy consumed and delivers high fuel
efficiency. The high fuel efficiency also ensures that the car has low carbon
dioxide emissions, thereby providing the twin benefits of an affordable
transportation solution with a low carbon footprint.

In May 2009, Tata Motors ushered in a new era in the Indian automobile
industry, in keeping with its pioneering tradition, by unveiling its new range of

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world standard trucks. In their power, speed, carrying capacity, operating

economy and trims, they will introduce new benchmarks in India and match the
best in the world in performance at a lower life–cycle cost.
The years to come will see the introduction of several other innovative vehicles,
all rooted in emerging customer needs. Besides product development, R&D is
also focussing on environment–friendly technologies in emissions and
alternative fuels.
Through its subsidiaries, the company is engaged in engineering and automotive
solutions, construction equipment manufacturing, automotive vehicle
components manufacturing and supply chain activities, machine tools and
factory automation solutions, high–precision tooling and plastic and electronic
components for automotive and computer applications, and automotive retailing
and service operations.
True to the tradition of the Tata Group, Tata Motors is committed in letter and
spirit to Corporate Social Responsibility. It is a signatory to the United Nations
Global Compact, and is engaged in community and social initiatives on labour
and environment standards in compliance with the principles of the Global
Compact. In accordance with this, it plays an active role in community
development, serving rural communities adjacent to its manufacturing locations.

The Company manufactures a range of medium and heavy commercial vehicles,

which include tractors, buses, tippers and multi axle vehicles, with gross vehicle
weight (GVWs) (including payload) of between 8 tons and 49 tons. In addition,
through Tata Daewoo Commercial Vehicles (TDCV), the Company
manufactures an array of trucks ranging from 215 horsepower to 560
horsepower, including dump trucks, tractor-trailers, mixers and cargo vehicles.
The Company also offers a range of buses, which includes the Semi Deluxe
Starbus Ultra Contract Bus and the new Starbus Ultra. The Company's range of
buses is intended for a range of uses, including as intercity coaches (with both
air-conditioned and non-air-conditioned luxury variants), as school
transportation and as ambulances.
All Other Operations
The Company's all other operations segment mainly includes information
technology (IT) services, and machine tools and factory automation services.
The Company's subsidiary, Tata Technologies Limited (TTL), specializes in
providing engineering services outsourcing, product development IT services
solutions for product lifecycle management (PLM) and Enterprise Resource
Management (ERM), to automotive, aerospace and consumer durables
manufacturers and their suppliers. TTL's services also include product design,
analysis and production engineering, knowledge-based engineering and
customer relationship management systems. TTL also distributes, implements

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and supports PLM products from solutions providers around the world, such as
Dassault Systems and Autodesk.
The Company competes with Audi, BMW, Infiniti, Lexus, Mercedes Benz,
Porsche, Volvo, Volkswagen, Isuzu, Nissan and Toyota.

Tata Motors has auto manufacturing and assembly plants

in Jamshedpur, Pantnagar, Lucknow, Sanand, Dharwad, and Pune in India, as
well as in Argentina, South Africa, Great Britain, and Thailand. It has research
and development centres in Pune, Jamshedpur, Lucknow, and Dharwad, India
and South Korea, Great Britain, and Spain. Tata Motors' principal subsidiaries
purchased the English premium car maker Jaguar Land Rover (the maker of
Jaguar and Land Rover cars) and the South Korean commercial vehicle
manufacturer Tata Daewoo. Tata Motors has a bus-manufacturing joint venture
with Marcopolo S.A. (Tata Marcopolo), a construction-equipment
manufacturing joint venture with Hitachi (Tata Hitachi Construction
Machinery), and a joint venture with Fiat Chrysler which manufactures
automotive components and Fiat Chrysler and Tata branded vehicles.
Tata Motors is listed on the (BSE) Bombay Stock Exchange, where it is a
constituent of the BSE SENSEX index, the National Stock Exchange of India, and
the New York Stock Exchange. The company is ranked 265th on the Fortune
Global 500 list of the world's biggest corporations as of 2019
Tata Motors strives to bring new products that fire the imagination of GenNext
customers, fuel by state of art design and R&D located in India, the UK, Italy
and South Korea. It has operations in the UK, South Korea, Thailand, South
Africa, and Indonesia through a strong global network of 109 subsidiary and
associate companies, including Jaguar Land Rover and Tata Daewoo.
Internationally, Tata commercial and passenger vehicles are marketed in
countries spread across Europe, Africa, the Middle East, South Asia, South East
Asia, South America, Australia, CIS, and Russia.
In India, Tata Motors’ presence cuts across the length and breadth of the
country with a manufacturing base spread across its biggest industrial hubs;
Jamshedpur (Jharkhand), Pune (Maharashtra), Lucknow (Uttar Pradesh),
Pantnagar (Uttarakhand), Sanand (Gujarat) and Dharwad (Karnataka).

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Business Highlights

Electric Vehicles

 Launched the Tata Nexon EV to usher in a new wave of E-Mobility in India

 Emerged as the lowest bidder in to supply electric buses to 6 of the 10 states
namely Guwahati, Indore, Jammu, Jaipur, Kolkata & Lucknow, for
supplying 255 electric buses which makes to 62% of the total buses order
 Signed an MoU with the Government of Maharashtra for deployment of
1000 Electric Vehicles (EV) across the range of passenger and commercial
vehicles in the state
 In June 2018, Tata Motors set up a separate electric mobility business
vertical

Commercial Vehicles

 As a market leader in the Commercial Vehicle segment, Tata Motors has

been at the forefront of constantly innovating and defining the market
with new technologies and categories
 Plugged CV portfolio gaps, and modular product designs were introduced
to address market sub-segments
 Tata Motors is BS6 ready and have received BS6 compliance certification
for Tata 3.8L NA SGI CNG engine

Passenger Vehicles

 Launched two new Architectures – ALFA and OMEGA at Auto Expo

2018
 Tata Tiago became the second highest selling entry-level hatchback in the
country, recorded the highest-ever sales in August 2018
 Tata Nexon to be the first and only car in India to bag five stars adult
safety rating

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Subsidiaries of the company:

 Jaguar Land Rover.
 Tata Technologies Ltd. (TTL) and its subsidiaries.
 Telco Construction Equipment Co. Ltd. (Telcon).
 HV Axles Ltd. (HVAL). 
 HV Transmissions Ltd. (HVTL). 
 TAL Manufacturing Solutions Ltd. (TAL).
 Sheba Properties Ltd. (Sheba).
 Concorde Motors (India) Ltd. (Concorde).
 Tata Daewoo Commercial Vehicle Company Ltd (TDWCV). 
 Hispano Carrocera S. A. (HC). 
 Tata Motors Insurance Broking & Advisory Services Ltd (TMIBASL).
 Tata Motors European Technical Centre plc.
 Tata Motors Finance Limited.
 Tata Motors Thailand. 
 Tata Marcopolo Motors Ltd (TMML).
 Tata Motors (SA) Proprietary Ltd (TMSA).
 TML Distribution Company Ltd (TDCL).

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AIMS AND OBJECTIVES OF COMPANY:

 To understand the market potentiality for Tata Motors.

 To determine the acceptable price of the product.
 To determine the requirements and needs of potential customers.
 To know what people perceives and thinking about Tata Motors.
 To analyse the brand repositioning strategies of Tata Motors.
 To study consumer awareness and perception about the brand
repositioning strategies of Tata Motors.
 To find out the satisfaction level of the people.
 To find out the awareness level of customer.
 To find the satisfaction amongst the customers of Tata Motors.

STRATAGIC GOALS:

 To develop a range of exciting and contemporary products and services

across the PV and CV segments to match and surpass customer expectations
 The focus of this strategy is to identify new international markets based on
the demographical and socio-economical features of specific regions, which
include the aspects of.
 To mitigate the impact of cyclicality in the automobile industry, the Tata
Motors Group plans to continually strengthen operations while gaining
market share across different product lines and offering a wide range of
products in diverse geographies.
 The Company also plans to strengthen other business operations such as
financing of vehicles and spare part sales, service and maintenance
contracts, among others.
 Tata Motors LTD’s focus is on strengthening market presence by offering
solutions that meet and surpass customers’ expectations and deliver hassle-
free sales and service experience to customers.
 To critically review and right-size the cost structure to deliver best-in-class
products at competitive prices and maximise the returns on a continual basis
 Initiatives such as margin improvement projects and cost reduction actions
across locations and functions are continuing in FY20 to strengthen overall
financials.

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SALES PROMOTION STRATEGY

 Tata True Value Outlet :-

Tata has aided customers by providing them the facility to bring their vehicle to
a 'Tata True Value' outlet and exchange it for a new car, by paying the
difference. They are offered loyalty discounts in return. This helps them retain
the customer.

 Tata Call Center :-

Tata has proper customer complain handling cell under the CRM department.
The customer care will help the customers solving all their problems and answer
all their grievances.

 Tata Insurance :-

It is launched in 2002 Tata provides vehicle insurance to its customers with the
help of National Insurance Company, Bajaj Allianz. The service was set up by
the company with the inception of two subsidiaries Tata Insurance Distributors
Service Pvt. Ltd. And Tata Insurance Brokers Pvt. Ltd

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COMPETITVE ADVANTAGE OF TATA

 Dealer network across the country

Wide dealership network allows the company to service customers over a wider 
geographical area than competitors. Currently, there are 140 outlets of Tata
Motors.

 True Value Operations

MUL providing its customers an opportunity to resale their car to MUL or

exchange with anew Tata car under its ‘True Value´ network has proven really
beneficial. In FY07True Value network touched 10000 units a month and more
than 90% of that resulted in the exchange of a new car

 Presence across segments

In a car manufacturing plant, the press shop, paint shop, engine and

transmission assembly, and machine shop are used for manufacturing different
models A presence across various segments ensures that the company retains its
existing customers by offering them upgrades from its portfolio of models.

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COMPANY MARKET OVERVIEW IN INDIA

After hitting rock bottom three years ago, Tata Motors is bouncing back as a
major domestic car manufacturer with its turnaround strategy starting to show
results.

Tata Motors, which has been hit by losses in its luxury subsidiary Jaguar Land
Rover, is trying to focus aggressively on the Indian market where it sees
massive growth opportunities despite adverse market conditions.

Turnaround 2.0

Early this year, the company initiated a Turnaround 2.0 strategy to enable its
passenger vehicle business to be “self-funding and profitable”, build confidence
and acceptability for its portfolio from old and new buyers, and in-turn look at
gaining market share.

In just nine months, the results are speaking for itself. While the industry has
grown barely 9 per cent this year, Tata Motors has recorded a 37 per cent
growth in sales. Demand for its new vehicles has played a big role in that shift.
But that’s only the tip of the iceberg, according to Mayank Pareek, President of
Passenger Vehicle Business Unit at Tata Motors.

Three years back, our domestic passenger car market share was just about 3 per
cent. It is now at about 7-8 per cent. We want that every customer who buys a
car to at least consider us. So far, we were not even in the consideration stage.
At least that’s changes and people are buying our cars. However, he feels that
there’s still a long way to go for the Tata group company.

The fact remains that the company is better than what it was before. But the fact
also is that there is still a small player. So, It don’t want to lose the spirit of
hunting dogs. It need to be energised and humble but with a fighting spirit. Our
6.8 per cent market share is still very small, although it has improved from our
all the time low of three per cent. But it is still a long time to go.

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Advantage of JLR arm

While the industry is reeling under increasing costs, caused primarily from
falling rupee, and rising commodity prices, Tata Motors is taking advantage of
its JLR subsidiary to become a net forex earner, which means the company only
benefits if the rupee falls. But that’s only an external factor.

Internally, the company is hitting on costs like never before, trying to

renegotiate supplier contracts, and improving efficiencies at every point.

The cost of saving we are doing this year is six times that of what we’ve ever
done. The company divided each element cost. It created what we call 24
vehicle modular teams) in our factories. There is a very focussed cost reduction
that’s still going on for each of the teams. It already ahead of our annual targets.
It is also working towards improving efficiencies. How do you get more out of
the same plants and improve capex efficiencies and how do you improve
efficiency of buying from suppliers.

While refusing to give out the company’s internal sales targets, it expects every
new buyer to at least consider buying Tata cars soon. And new launches will
help the company achieve that.

In the next three years, the company is looking at launching as many has 10-15
new models based on two new architectures, Alpha and Omega, which will be
revealed early next year.

The new launches will help Tata Motors fill gaps in its product portfolio and
compete aggressively in the market.

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GLOBAL MARKET OVERVIEW:

With over 8.5 million Tata branded vehicles plying globally, Tata Motors is
among the select companies in the world to offer an extensive portfolio to its
consumers. We have expanded our international footprint through exports since
1961. In passenger vehicles, the company has a strong presence in the
hatchback and the sedan segment, going up to SUVs and MUVs. In commercial
vehicles, Tata Motors offers a wide spectrum of vehicles that are customized for
local conditions and meet the highest standards for quality, safety, environment
norms and user comfort. Today, the Tata Motors group is present in over 175
countries, with a worldwide network comprising over 6,600 touch points. Tata
Motors has R&D centres in UK, Italy, India and South Korea. With vast global
experience, the company brings deep understanding of customer expectations
from diverse markets, and is well positioned to cater to ever changing
automotive norms and consumer trends across the globe.
Tata Motors commercial line has been established for several years in many
market segments such as Europe, Africa, The Middle East, Australia, Southeast
Asia, and South Asia. Tata Motors has expanded their business and market
share around the world through a series of acquisitions. In 2004, they acquired
Daewoo commercial vehicle Company in South Korea which was South
Korea’s second largest truck manufacturer. This acquisition gave Tata Motors a
significant presence in the Korean market. They have also entered into joint
ventures with companies such as Thonburi Automotive in 2006, which allowed
them to manufacture and market pickup trucks in Thailand. “We think it makes
sense for Tata to expand through acquisition (as it did in tea and steel) than
spend a decade to build the business” (Lehman Brothers). The commercial
vehicle area of the business has certainly been how Tata Motors have built their
reputation, with commercial vehicles accounting for 80-85% of company
profits. They are beginning to employ a similar technique as they now expand
into the passenger car business.

Tata Motors have been making global headlines in the auto industry lately; the
largest news being their acquisition of Jaguar and Land Rover from Ford. “Tata
paid 2.3 billion dollars to Ford for the two brands that cost Ford 5.3 billion”
(Carty, USA Today). This is a major step for the company because it catapults
them into the luxury car business which they are not known for at this time.
Tata, like many new businesses it acquires, is allowing this new segment of the
business to be run by previous management since they have more experience in
the luxury automotive business. “Tata will give us some space. They want us to
run our business, be a premium British car company” (Mike O’Driscoll,

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managing director of Jaguar). This is yet another large acquisition for the Tata
Motors group and could create great success for the company in the near future.

Furthermore, Tata Motors made another large announcement regarding their

progress in the passenger vehicle segment. In January they announced that they,
“would release a $2,500 car that could replace the motor scooters commonly
used in developing countries to cart around whole families” (Carty, USA
Today). This is a major breakthrough in the automotive industry and shows how
far reaching, diverse, and competitive the Tata Motors group is becoming. Soon
they will be serving customers in the high-class luxury market while still
catering to their older niches in developing countries.

Financial Position
Tata Motors have increased its earnings over the years through their various
acquisitions and joint ventures with truck manufacturers in Southeast Asia.
Gross profit in the year 2017 was 1,160.9 million and increased to 1,510.1
million in the year 2019. Earnings after taxes also increased significantly
between 2018 and 2019 increasing from 336.6 million to 405.5 million in 2007.
After a large drop in revenues from 2016 to 2017 when the company first went
public on the NYSE (stock prices from May 1-22, 2020 can be found in
Appendix C), it has been increasing revenues greatly annually, from 4,422.0
million in 2017 to 7,354.0 in 2019.

Corporate Governance

Since Tata Motors is a part of a large conglomerate company it needs to have a

strong corporate governance to ensure that its employees act ethically and the
business continues to run smoothly especially during the ever changing and
dynamic global economy. “Tata Group’s corporate governance is founded upon
a rich legacy of fair, ethical, and transparent governance practices”
(tatacarsworldwide.com). One of the more important parts of this is the
transparency of the company people have a right to know what the company is
doing not only to ensure ethical practices, but for the insurance of their many
shareholders whom have a right to know the inner workings of the company.

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2.3 PRODUCT PROFILE

PRODUCT PROFILE
Tata Motors Cars is a division of Tata Motors which produces passenger cars
under the Tata Motors marque. Tata Motors is among the top four passenger
vehicle brands in India with products in the compact, midsize car, and utility
vehicle segments. The company's manufacturing base in India is spread across
Jamshedpur (Jharkhand), Pune (Maharashtra), Lucknow (Uttar Pradesh),
Pantnagar (Uttarakhand), Dharwad (Karnataka) and Sanand (Gujarat). Tata's
dealership, sales, service, and spare parts network comprises over 3,500 touch
points. Tata Motors has more than 250 dealerships in more than 195 cities
across 27 states and four Union Territories of India. It has the third-largest sales
and service network after Maruti Suzuki and Hyundai.
Jaguar Land Rover PLC is a British premium automaker headquartered
in Whitley, Coventry, United Kingdom, and has been a wholly owned
subsidiary of Tata Motors since June 2008, when it was acquired from Ford
Motor Company of USA. Its principal activity is the development, manufacture
and sale of Jaguar luxury and sports cars and Land Rover premium four-wheel-
drive vehicles.

Merging of Jaguar and Land Rover

Jaguar Land Rover has two design centres and three assembly plants in the
United Kingdom. Under Tata ownership, Jaguar Land Rover has launched new
vehicles including the Range Rover Evoque, Jaguar F-Type, the Jaguar XE,
the Jaguar XJ (X351), the second-generation Range Rover Sport, and Jaguar
XF, the fourth-generation Land Rover Discovery, Range Rover Velar and
the Range Rover (L405).
JD Power, of the US, rates Land Rover and Jaguar as the two worse brands for
initial quality. [41] The Jaguar F-Pace made Consumer Reports February 2019
list of the 10 Least Reliable Cars. The editors cited "electronics, drive system,
power equipment, noises and leaks" as problematic aspects.
The Jaguar Land Rover subsidiary was struggling by 2019 and Tata Motors
wrote down its investment in JLR by $3.9 billion. Much of the financial
problem was due to a 50% drop in sales in China during 2019, although the
situation was improving. Still, Tata was open to considering a partnership with
another company according to a statement in mid-October, as long as the
partnership agreement would allow Tata to maintain control of the business.
The company ruled out the possibility of a sale of JLR to another entity.

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Tata Motors Limited

Formerly Tata Engineering and

Locomotive Company Ltd.
(TELCO)

Type Public

Industry Automotive

Founder J. R. D. Tata 

Headquarters Mumbai, Maharashtra, India
[1]

Area served Worldwide

Key people Natarajan

Chandrasekaran (chairman)
Guenter Butschek (CEO)

Products Automobiles
Sport Cars
Commercial vehicles
Coaches
Buses
Number of 82,797 (2019)
employees

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TATA MOTORS CARS

1.Tata Nexon

Price ₹ 6.95 Lakh onwards

Engine 1199 to 1497 cc

Transmission Manual and AMT

Fuel Type Petrol and Diesel

Seating Capacity 5

2.Tata Harrier

Price ₹ 13.69 Lakh onwards

Engine 1956 cc

Transmission Manual and Automatic

Fuel Type Diesel

Seating Capacity 5

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3.Tata Nano

Price ₹ 2.97 Lakh onwards

Mileage 36 kmpl

Engine 624 cc

Transmission Manual

Fuel Type CNG

Seating Capacity 4

4.Tata Bolt

Price ₹ 5.25 Lakh onwards

Mileage 17.57 to 22.95 kmpl

Engine 1193 to 1248 cc

Transmission Manual

Fuel Type Petrol and Diesel

Seating Capacity 5

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5.Tata Tigor

Price ₹ 5.75 Lakh onwards

Engine 1199 cc

Transmission Manual and AMT

Fuel Type Petrol

Seating Capacity 5

6.Tata Altroz

Price ₹ 5.29 Lakh onwards

Engine 1199 to 1497 cc

Transmission Manual

Fuel Type Petrol and Diesel

Seating Capacity 5

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7.Tata Tiago NRG

Price ₹ 5.98 Lakh onwards

Mileage 23.84 to 27.28 kmpl

Engine 1047 to 1199 cc

Transmission Manual and AMT

Fuel Type Petrol and Diesel

Seating Capacity 5

8.Tata Zest

Price ₹ 5.82 Lakh onwards

Mileage 17.57 to 22.49 kmpl

Engine 1193 to 1248 cc

Transmission Manual and AMT

Fuel Type Petrol and Diesel

Seating Capacity 5

Significant previously produced models:

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Passenger cars and utility vehicles:

Tata Sierra (Discontinued)
Tata Estate (Discontinued)
Tata Sumo/ Spacio
Tata Sumo Grande
Tata Safari
Tata Indica
Tata Vista
Tata Indigo
Tata Manza
Tata Indigo Marina
Tata Winger
Tata Magic
Tata Xenon XT
Tata Aria
Tata Venture
Tata Iris

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Chapter 3
 Theoretical background of study

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3.1 THEORETICAL BACKGROUND OF STUDY

Theoretical aspect of the study is to attract the customer towards the showroom
by satisfying the customer and also understand the customer demand,
perception and thinking etc. the main aim is to how to satisfying and to make
feel better at showroom, and also help to use all the data collected for future
perspective to improve satisfaction level of customer and employee
performance. Customer satisfaction it is the key to every business to earn the
profit and to obtain market leadership, the term market indicates it is a group of
clients (or) organization that are inquisitive about the product has the resources
to buy the merchandise.

Factors Influencing Customer Satisfaction

Product Quality:
When company provide quality of product and services to customer, customer
will more liable toward the company, when really satisfy with the product
quality on that time customer never switch towards another brand.
Money Value:
The value of price fixed by the company on their product and service, when that
price is really worthy for that product on that time customer will more satisfied
with the company.
Dependability:
The customers are expected to be fulfilled once the service worker delivers the
deal by achieving a similar level of performance.
Responsiveness:
Further and further customer expected their provider to be willing and prepared
to produce induce service & facilitate at the reason of the later. Separate
attention speed & adaptability are wanted.

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Access:
Customer must be ready to increase access to the provider or dealer with the
smallest of bother. they essential educated to place-- up with goods accessibility
service, however, hate limitless delays in obtaining through whereas life
observant to the 4 terms and to apparently specious assurance that their
customers are appreciated. They wish to discuss with family world health
organization can to their questions.
Consideration:
Customer requirements politeness respect and thought and friendliness from the
societies they communication over the counter and in a very center (or) once
sweet-faced with a facility downside.
Message:
The proper information provided to customer regards changes in any policy and
any new style of brand come to the market, provide regularly information to the
customer
Trustworthiness:
Customers are a lot of probable to be satisfied if they notice an outcome of their
knowledge that the provider or dealer is reliable, reasonable and truthful. This is
often maintained the data and politeness showed by employees and their skills
to inspire to trust & confidence.

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Expectations and Customer Satisfaction

Expectations are beliefs (likelihood or probability) that a product and/or service
(containing certain attributes, features or characteristics) will produce certain
outcomes (benefits or values) given certain anticipated levels of performance
based on previous affective, cognitive, and behavioural experiences.
Expectations are often related to satisfaction and can be measured as follows:

1. Importance: Value of the product/service fulfilling the expectation.

2. Overall Affect-Satisfaction Expectations: Like/dislike of the
product/service.
3. Fulfilment of Expectation: The expected level of performance versus
the desired expectations. This is “predictive fulfilment” and is a
respondent-specific index of the performance level necessary to satisfy.
4. Expected Value from Use: Satisfaction is often determined by the
frequency of use. If a product/service is not used as often as expected, the
result may not be as satisfying as anticipated. For example, a motorcycle
that sits in the garage, an unused year subscription to the local fitness
classes, or a little-used season pass to a ski resort would produce more
dissatisfaction with the decision to purchase, than with the actual
product/service.

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CHAPTER 4
 Data Analysis and Interpretation

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A. Sales according to survey

Sales

23% TATA Taigo

30% TATA Nexon
TATA Harrier
Others

20%

27%

INTERPRETATION
By analyzing the data available about the sales of company it can be noted-
TATA Tiago is the most selling car amongst the other cars. Next comes the
TATA Nexon and TATA Harrier. These three cars constitute most of the sales.
All other cars of tata have around 23.33%.

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B. Awareness of all versions of Tata Passenger Car

Are you aware of all TATA passenger car?
Frequency Percent Valid percent Cumulative percent
Valid Yes 29 29.0 29.0 29.0
No 71 71.0 71.0 100.0
Total 100 100.0 100.0

80

60

40

20

Yes No

INTERPRETATION
From the above data we find out that most of the people surveyed are not aware
of all the versions of Tata passenger car. Therfore more measures must be taken
to promote and create awareness about the cars available.

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C. Sample of 30 customers according to their income

Salary Number of
People
>1 lack 5

1lack-3lack 17

3lack-5lack 6

<5lack 2

No. of people according to their income

18

16

14

12

10

0
> 1 lack 1 lack-3lack 3lack-5lack <5lack
No. of people

INTERPRETATION
The above chart shows the annual income level of the 30 chosen samples. 17
samples have income ranging between 1 lakh and 3 lakhs. 6 people have income
between 3-5 lakh. 5 samples have income below 1 lakh. And the rest have
income above 5lakh.

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D. Car Customer
Number of
people
First time 13
user
More than 17
once

INTERPRETATION
The above chart shows that out of 30 samples chosen for the survey, 13 are first
time users and the rest have used Tata cars more than once and they are satisfied
and happy with the car and they do not want to change to some other car.

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E. Tele media creates a brand appeal.

T.V. ads appeal No. of people

Yes 7

No 23

INTERPRETATION
The above chart indicates that tele media does not actually create a brand
appeal. Amongst the 30 samples, 23 feet that tele media is not so important in
creating a brand appeal. The performance, average and features create a brand
appeal.

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F. Customer Satisfaction from Tata cars.

Customer satisfaction No. of people

Satisfied 11

Not satisfied 19

INTERPRETATION

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Tata passenger car users are not so satisfied from the tata cars though it gives
the best average amongst all

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same segment cars available and it is very economical. 19 out of 30 samples are
not satisfied with car and expect something better than the available cars.

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G. Tata Passenger Cars, Creating brand value

Brand value No. of people

Yes 15

No 5

INTERPRETATION
The above chart shows that Tata Passenger cars do create a brand value. It is a
big competion to the other related brands available in the market. Only 5 out of
20 people feel that Tata cars do not create a brand value.

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H. Factors affecting buying of customers

Features Number of
people
Power 4
steering
Mileage 9
Price 15
Others 2

INTERPRETATION

The above chart shows that 4 samples prefer Tata cars because it provides
power steering at a very low cost as compared to other cars. People say that
Tata cars give the best mileage and it is very economical, 14 people prefer Tata
Motors because of the mileage it gives. Most of the people prefer Tata Motors
as it sells the cheapest cars and at the same time provides features which cannot
be found in other cars in the same segment. It offers best features at least price.

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I. Searching Information before buying car

Did you search information for buying the car?

Cumulative
Frequency Percent Valid Percent Percent
Valid YES 49 49.0 49.0 49.0
NO 51 51.0 51.0 100.0
Total 100 100.0 100.0

Searching Information before buying car

60

50 51
49

40
Percent

30

20

10

0
YES NO

Did you search information for buying the car?

INTERPRETATION

The above chart shows that 51% people do not actually search for information
before buying a car. They just simply buy a car according to their budget and
the brand value. They do not usually search for various cars in the same
segment. The rest of people prefer to do a detailed research on various cars and
its features before buying a new car.

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J. Rating of Mileage given by vehicle

How will you rate the mileage given by your vehicle?

Cumulative
Frequency Percent Valid Percent Percent
Valid Very good 17 17.0 17.0 17.0
Good 65 65.0 65.0 82.0
Neither good nor poor 13 13.0 13.0 95.0
poor 5 5.0 5.0 100.0
Total 100 100.0 100.0

Rating of Mileage given by vehicle

70

65
60

50

40
Percent

30

20

17
10 13

0 5
Very good Good Neither good nor poo poor

How will you rate the mileage given by your vehicle?

INTERPRETATION

Tata cars are best in terms of mileage as they have been made for the common
man. From the data collected it was found that 17% of the samples feel that the
mileage of Tata cars is very good. 65% people have rated it as good. Some
people say that the mileage of the cars is not so good and not so bad also at the
same time. Only 5% of the chosen samples think that the mileage of the Tata
cars is poor.

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K. Rating the Frequency of Maintenance and Repair

How will you rate the frequency of maintenance service and repair needs of your
vehicle?

Cumulative
Frequency Percent Valid Percent Percent
Valid Very frequent 23 23.0 23.0 23.0
Frequent 52 52.0 52.0 75.0
Neither frequent
14 14.0 14.0 89.0
nor frequent
Infrequent 7 7.0 7.0 96.0
very frequent 4 4.0 4.0 100.0
Total 100 100.0 100.0

Rating the Frequency of Maintenance and Repair

60

50 52

40
Perc ent

30

20 23

14
10

7
0 4
Very frequent Neither frequent nor very frequent
Frequent Infrequent

How will you rate the frequency of maintenance service and repair needs

INTERPRETATION
From the data collected we found that tata passenger cars need to be properly
maintained. It requires maintenance and repair frequently for smooth running.
These cars need servicing more frequently. The maintenance cost Tata cars is
much more as compared to various other cars in the same segment. If they are
not maintained and serviced regularly then it may give a problem in future. For
long run of the car it requires frequent serving and maintenance. If there is any
break down in the car then it has to be immediately repaired. The cost of
repairing is a little more if we compare it to Maruti cars as its parts are a bit
costly and are not available at all places.

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L. Rating the level of Comfort

How will you rate the level of comfortness of your vehicle?

Cumulative
Frequency Percent Valid Percent Percent
Valid Very good 34 34.0 34.0 34.0
Good 57 57.0 57.0 91.0
Neither good nor poor 6 6.0 6.0 97.0
poor 2 2.0 2.0 99.0
very poor 1 1.0 1.0 100.0
Total 100 100.0 100.0

Rating the level of Comfort

70

60
57
50
Percent

40

30 34

20

10

6
0
Very good Neither good nor poo very poor
Good poor

How will you rate the level of comfortness of your vehicle?

INTERPRETATION

When it comes to comfort Tata motors are one of the most comfortable cars.
Whether it comes to driving or the seating space, these cars are ranked amongst
the top rate cars available at competitive prices. 37% of the samples have rated
Tata cars as very good in terms of comfort. 57% have rated it as good. Some
people feel that it is not so good and not so bad but it is satisfactory. But only
1% people say that Tata cars are very poor when it comes to comfort.

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CHAPTER 5
 Findings
 Suggestion
 Conclusion

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FINDINGS

 TATA MOTORS is number three in passenger car market after Suzuki &
Hyundai.

 Majority of the customers see TATA MOTORS with savings.

 Most of the customers spend large sum of money

 Out of the samples, people are highly convinced that TATA MOTORS will
yield them better results

 As the sales of Suzuki grows as well as Hyundai is still doing well in

midsize and small size segment so the TATA Tiago may be a good option
for the company in this term for sustaining sales in long run as well as in the
current situations.

 Product will have a gradual progress. Because most industries would wait
for the response about the product from other Company

Customers were educated by me, about fuel efficient cars by TATA MOTORS.

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SUGGESTIONS

 Demo of the product should be made available to Customers, since most of

the purchase decisions are based on it

 Technical details should be made available to the customers in the most

accurate numerical form

 The has remained a bestseller throughout in the industry figuring in the top 3
selling list of cars for most of the years. 

 The distribution channel should be more efficient to cater the demand

during peak seasons like during Dussehra, Diwali, Etc. The city like Koppal
is mostly dominated by the working class like people working in Industries,
Businessmen and government school employees, so the sales for midsize car
can be enhanced in this city.

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CONCLUSION

The study was conducted to measure,” THE CUSTOMER BEHAVIOR in

purchasing TATA MOTORS Cars. The study was conducted on 30 Customers.

A questionnaire was designed to understand the market and create awareness

about TATA MOTORS. Based on the questionnaire, data was collected and

analyzed and it was found that the customers are willing to buy the Cars. They

are also skeptic about it. Suggestions are provided based on customer

requirements and market situation. A nearest attempt has been made to make

the study realistic and suggestive, but it is not claimed that the findings and

suggestions in the report are perfect.

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CHAPTER 6
 Bibliography
 Questionnaire

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BIBLOGRAPHY

BOOKS:

•KOTLER PHILIP AND ARMSTRONG,

• GARY MARKETING MANAGEMENT

•MARKETING RESEARCH by R Nandagopal & K Arul Rajan

MAGAZINES:

•MONEY TODAY

•BUSSINESS WORLD

•OUTLOOK PROFIT

•INDIA TODAY

WEBSITES”

•Tatamotors.com,

•Yahoofinance.com,

•Valuereseacrhonline.com

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QUESTIONAIRE

a) WHICH VEHICLE DO YOU OWN?

b) ARE YOU AWARE OF ALL VERSIONS OF TATA MOTOR PASSENGER

CARS?

YES
NO

c) WHAT IS YOUR SALARY?

<1 LAC 1LAKH – 3LAKH 3 LAKH – 5LAKH <5LAKH

d) DID YOU RIDE SOME OTHER VEHICLE BEFORE THIS?

YES NO

e) WHAT IS YOUR EXPERIENCE FROM PREVIOUS VEHICLES?

SATISFIED NOT SATISFIED

f) DOES TV ad APPEAL YOU?

YES NO

g) DOES BRAND VALUE AFFECT YOUR DECISION ON BUYING VEHICLE?

YES NO

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h) WHICH IS THE MOST ESSENTIAL THING YOU PREFER WHILE BUYING A

VEHICLE?

MILEAGE PRICE POWER STEERING OTHER

i) DID YOU SEARCH INFORMATION FOR BUYING THE CAR?

YES NO

j) HOW WILL YOU RATE MILEAGE GIVEN BY YOUR VEHICLE?

VERY GOOD
GOOD
NEITHER GOOD NOR POOR
POOR

k) HOW WILL YOU RATE THE FREQUENCY OF MAINTEINANCE SERVICE

AND REAPIR NEEDS OF YOUR VEHICLE??

VERY FREQUENT
FREQUENT
NEITHER FREQUENT NOR INFREQUENT
INFREQUENT

l) HOW WILL YOU RATE THE LEVEL OF COMFORTNESS OF YOUR

VEHICLE?
VERY GOOD
GOOD
NEITHER GOOD NOR POOR
POOR
VERY POOR

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