Study of The Customer Relationship Management For TATA Motors Kathmandu"
Study of The Customer Relationship Management For TATA Motors Kathmandu"
Study of The Customer Relationship Management For TATA Motors Kathmandu"
Project Report
On
Of
Gandhi Institute Of Technology And Management (GITAM)
University, Visakhapatnam
Submitted by
Arun Kumar
Yadav
BBA V Semester, 2018-2021
CERTIFICATE
This is to certify that the Project Report entitled “TATA MOTORS, KATHMANDU”
Being submitted by “Arun Kumar Yadav” in fulfillment of the requirement of is a record of
an independent work done by his under my guidance and supervision.
I Declare that the Project Report entitled “A project report on TATA MOTORS” Being
submitted to the Gandhi Institute Of Technology And Management, Visakhapatnam for the
partial fulfillment of the requirement for the degree of Bachelors of Business
Administration is my own endeavors band it has not been submitted earlier to any
institution / university for any degree.
Place: -
Date: - (ARUN KUMAR YADAV)
ACKNOWLEDGEMENT
A project is the fruit of experiment and experience and it goes a long way to modeling a
person and gaining a new insight in that field of research.In this rewarding experience, one
recognizes the help and support rendered by kind heart behind its success. I would take this
opportunity to thank all my teachers, especially Prof. Venkata Surayanarayan Malise
the coordinator of our class. I would like to thank Assistant Prof. Anjani Reddy, my
project guide, who sincerely guided and supported me in doing the project. I would also
like to show my gratitude towards my family, friends and all others who have helped and
supported me in doing the project.
Date: Name: Arun Kumar Yadav
Place: Roll.no: 121813603024
TABLE OF CONTENT
CHAPTER-2
CHAPTER-3
CHAPTER-4
CHAPTER-5
CHAPTER-6
7. FINDINGS 49
CHAPTER-8
8. LIMITATIONS 51
CHAPTER-9
9. CONCLUSION& 53
RECOMMENDATIONS
10 APPENDIX 55-56
11 BIBLIOGRAPHY 57
LIST OF TABLES
TABLE 6.1 CUSTOMER’S SATISFACTION FOR SAIRAM MOTORS 41
TABLE 6.2 Which version of the models are mostly demanded by the customer’s 42
TABLE 6.6 What rank you will give to Tata company as for the satisfaction level? 46
TABLE 6.7 What type of repot shared between Customer and dealer? 47
After completing the primary formalities for vocational training, the approach followed for
the project was by .having debatable discussion on various topics with the project guide, and
keeping in mind the total time duration 8 weeks, the project title “TATA MOTORS,
KATHMANDU”
was decided. Primarily, the researcher was given some random idea about this project at
SAIRAM motors. After having very basic understanding about its objective and its
importance in the organization, helped in understanding the project better so as to make
platform for analysis. The objective behind making this project is to have the knowledge of
the practices of Tata Services by the Marketing Department. Tata Motors Limited 50%
smaller, fewer, lighter and more beautiful style and design quotient.
Tata Motors is India's leading passenger car company, accounting for over of the domestic
car market. From its very inception, Tata Motors has brought to India, a simple yet powerful
philosophy. The extreme relevance of our brands in the Indian car arena, in beat with the
lifestyles and desires of our changing nation has made us the market favorites, for over two
decades. Gaining ground from strength to strength, we are inspirited now more than ever, to
push boundaries and conquer new horizons. The Indian economy grew at an impressive 6
percent in GDP during 2012-13. Of late, inflation has hardened and oil and certain other
commodity prices have shot up, resulting in higher interest rates and an uncertain outlook for
the very near term. However, the country's economy is still expected to continue to grow
robustly, if at a slightly slower pace.
CHAPTER -2
PROJECT TITLE:
OBJECTIVE OF PROJECT:
Primary objective:
To study the customer awareness about Tata Motors & SAIRAM motors.
To enhance the sale of Tata Vehicles in the showroom.
To know the reason for the loss of inventory.
Secondary objectives
To analyze the customer buying behavior.
To find out the satisfaction level of the customers at SAIRAM motors showroom.
To study the effect of event and promotion.
To make various suggestion on the improvement of the SAIRAM motors.
Scopes:
Study is restricted to various parts of Chhattisgarh which include: Kathmandu, Durg.
The scope of the study is restricted to Customer Relationship Management only
Time frame-there is limited time of two months June and July 2013
CHAPTER -3
Tata Motors Limited (formerly TELCO, short for Tata Engineering and Locomotive
Company) is an Indian multinational automotive manufacturing company
headquartered in Mumbai, Maharashtra, India and a subsidiary of the Tata Group.
Its products include passenger cars, trucks, vans, coaches, buses, construction
equipment and military vehicles. It is the world's seventeenth-largest motor
vehicle manufacturing company, fourth-largest truck manufacturer and second-largest
bus manufacturer by volume.
TATA MOTORS LIMITED
Type Public
Founded 1945
Industry Automotive
Products Cars
COMPANY PROFILE
Tata Motors Limited is India’s largest automobile company, with consolidated revenues of
INR 2,32,834 crores (USD 38.9 billion) in 2013-14. It is the leader in commercial vehicles in
each segment, and among the top in passenger vehicles with winning products in the
compact, midsize car and utility vehicle segments. It is also the world's fifth largest truck
manufacturer and fourth largest bus manufacturer.
The Tata Motors Group’s over 60,000 employees are guided by the mission “to be passionate
in anticipating and providing the best vehicles and experiences that excite our customers
globally.''
Established in 1945, Tata Motors’ presence cuts across the length and breadth of India. Over
8 million Tata vehicles ply on Indian roads, since the first rolled out in 1954. The company’s
manufacturing base in India is spread across Jamshedpur (Jharkhand), Pune (Maharashtra),
Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand), Sanand (Gujarat) and Dharwad
(Karnataka). Following a strategic alliance with Fiat in 2005, it has set up an industrial joint
venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and
Tata cars and Fiat powertrains. The company’s dealership, sales, services and spare parts
network comprises over 6,600 touch points, across the world.
Tata Motors, also listed in the New York Stock Exchange (September 2004), has emerged as
an international automobile company. Through subsidiaries and associate companies, Tata
Motors has operations in the UK, South Korea, Thailand, South Africa and Indonesia. Among
them is Jaguar Land Rover, acquired in 2008. In 2004, it acquired the Daewoo Commercial
Vehicles Company, South Korea’s second largest truck maker. The rechristened Tata Daewoo
Commercial Vehicles Company has launched several new products in the Korean market,
while also exporting these products to several international markets. Today two-thirds of
heavy commercial vehicle exports out of South Korea are from Tata Daewoo. In 2006, Tata
Motors formed a 51:49 joint venture with the Brazil-based, Marcopolo, a global leader in
body-building for buses and coaches to manufacture fully-built buses and coaches for India –
the plant is located in Dharwad. In 2006, Tata Motors entered into joint venture with
Thonburi Automotive Assembly Plant Company of Thailand to manufacture and market the
company’s pickup vehicles in Thailand, and entered the market in 2008. Tata Motors (SA)
(Proprietary) Ltd., Tata Motors' joint venture with Tata Africa Holding (Pty) Ltd. set up in
2011, has an assembly plant in Rosslyn, north of Pretoria. The plant can assemble, semi
knocked down (SKD) kits, light, medium and heavy commercial vehicles ranging from 4
tonnes to 50 tonnes.
Tata Motors is also expanding its international footprint, established through exports since
1961. The company’s commercial and passenger vehicles are already being marketed in
several countries in Europe, Africa, the Middle East, South East Asia, South Asia, South
America, CIS and Russia. It has franchisee/joint venture assembly operations in Bangladesh,
Ukraine, and Senegal.
The foundation of the company’s growth over the last 68 years is a deep understanding of
economic stimuli and customer needs, and the ability to translate them into customer-desired
offerings through leading edge R&D. With over 4,500 engineers, scientists and technicians
the company’s Engineering Research Centre, established in 1966, has enabled pioneering
technologies and products. The company today has R&D centres in Pune, Jamshedpur,
Lucknow, Dharwad in India, and in South Korea, Italy, Spain, and the UK.
It was Tata Motors, which launched the first indigenously developed Light Commercial
Vehicle in 1986. In 2005, Tata Motors created a new segment by launching the Tata Ace,
India’s first indigenously developed mini-truck. In 2009, the company launched its globally
benchmarked Prima range of trucks and in 2012 the Ultra range of international standard light
commercial vehicles. 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.
Tata Motors also introduced India’s first Sports Utility Vehicle in 1991 and, in 1998, the
Tata Indica, India’s first fully indigenous passenger car.
In January 2008, Tata Motors unveiled its People’s Car, the Tata Nano. The Tata Nano has
been subsequently launched, as planned, in India in March 2009, and subsequently in 2011 in
Nepal and Sri Lanka. A development, which signifies a first for the global automobile
industry, the Nano brings the joy of a car within the reach of thousands of families.
Through its subsidiaries, the company is engaged in engineering and automotive solutions,
automotive vehicle components manufacturing and supply chain activities, vehicle financing,
and machine tools and factory automation solutions.
Tata Motors is committed to improving the quality of life of communities by working on four
thrust areas – employability, education, health and environment. The activities touch the lives
of more than a million citizens. The company’s support on education and employability is
focused on youth and women. They range from schools to technical education institutes to
actual facilitation of income generation. In health, the company’s intervention is in both
preventive and curative health care. The goal of environment protection is achieved through
tree plantation, conserving water and creating new water bodies and, last but not the least, by
introducing appropriate technologies in vehicles and operations for constantly enhancing
environment care.
The Tata Code of Conduct is a set of principles that guide and govern the conduct of Tata
companies and their employees in all matters relating to business. First elucidated in 1998,
the Code lays down the ethical standards that Tata employees have to observe in their
professional lives, and it defines the value system at the heart of the Tata group and its many
business entities.
The Code is a dynamic document that reinforces the Tata canon of honorable behavior in
business. While it has remained unaltered at its core, the Code has been modified down the
years to keep it in step with changing regulatory norms in the different parts of the world that
Tata companies now do business. These modifications have reinforced the Code, and enable
it to reflect the diverse business, cultural and other factors that have a bearing on the health of
the Tata brand.
COMPANY PRODUCTS
Tata Nano
Tata Bolt
Tata Zest
Tata Vista
Tata Indica
Tata Manza
Tata Indigo
Tata Safari Storme
Tata Safari Dicor
Tata Sumo Gold
Tata Sumo Grande
Tata Venture
Tata Xenon
Tata Aria
Tata Movus
MILESTONES
2013 Tata Nano becomes the first Auto Brand in India to cross 3 million
fans on Facebook
The Tata Indigo eCS enters Limca Book of Records
Tata Motors' Jamshedpur plant rolls out its two millionth truck
Tata Nano offered industry first phenomenon - Swipe your credit card
and drive home a Nano
Tata Motors launches the world-class range of Tata PRIMA trucks in Sri
Lanka
2010 Tata Motors Group unveils the Jaguar XJ; 4x4, 7-seater Crossover Tata
Aria, Tata Venture and the Tata Magic Iris at the Auto Expo 2011
AWARDS
TATA MOTORS WON THE AWARD FOR THE BEST
LEARNING ORGANISATIONS OF ASIA (2011-12)
TATA MOTORS MOST REPUTED COMPANY: NIELSEN REPORT
TATA MOTORS WINS THE GOLDEN PEACOCK AWARD FOR
EXCELLENCE IN CORPORATE GOVERNANCE
PANTNAGAR PLANT HAS BEEN CONFERRED UPON WITH THE SWORD
OF HONOUR AWARD BY BRITISH SAFETY COUNCIL, UK.
JAGUAR LAND ROVER WINS TWO "BEST OF AUTO SHOW" AWARDS
FROM AUTOWEEK MAGAZINE AT 2011 FRANKFURT MOTOR SHOW
TATA MOTORS LUCKNOW PLANT WINS GREENTECH
ENVIRONMENT SILVER AWARD 2011
TATA MOTORS LTD HAS BEEN SELECTED AS THE WINNER OF 'GOLDEN
PEACOCK AWARD FOR CORPORATE SOCIAL RESPONSIBILITY' FOR
THE YEAR 2011
CUSTOMER SUPPORT CVBU HAS BEEN CONFERRED WITH THE
'GOLDEN PEACOCK NATIONAL TRAINING AWARD' 2011
TATA NANO WINS THE BEST CAR ADVERTISEMENT OF THE YEAR
AT BLOOMBERG UTV AWARDS
TATA NANO'S DESIGN RECEIVES WORLD'S OLDEST AND
COVETED INTERNATIONAL AWARD
LUCKNOW PLANT WINS RAJIV GANDHI NATIONAL AWARD FOR 2009
MR. RAVI KANT RECEIVES THE GOLDEN PEACOCK CORPORATE
AWARD FOR BUSINESS LEADERSHIP - 2010
CNBC TV18 'BEST CFO' AWARD FOR MR. C. RAMAKRISHNAN
CVBU PUNE RECEIVES EXCELLENT ENERGY EFFICIENT UNIT AWARD
CVBU LUCKNOW BAGS EXCELLENT ENERGY EFFICIENT UNIT-
AWARD FOR THE SECOND TIME IN A ROW
CVBU PUNE DECLARED WINNER OF THE MPCB VASUNDHARA
AWARDS 2010
CHAPTER -4
REVIEW OF LITERATURE
While the term CRM generally refers to a software-based approach to handling customer
relationships, most CRM software vendors stress that a successful CRM effort requires a
holistic approach. CRM initiatives often fail because implementation was limited to software
installation, without providing the context, support and understanding for employees to learn,
and take full advantage of the information systems. CRM tools should be implemented "only
after a well-devised strategy and operational plan are put in place". CRM can be implemented
without major investments in software, but software is often necessary to explore the full
benefits of a CRM strategy. Other problems occur when failing to think of sales as the output
of a process that it needs to be studied and taken into account when planning automation.
From the outside, customers interacting with a company perceive the business as a single
entity, despite often interacting with a number of employees in different roles and
departments. CRM is a combination of policies, processes, and strategies implemented by an
organization to unify its customer interactions and provide a means to track customer
information. It involves the use of technology in attracting new and profitable customers,
while forming tighter bonds with existing ones.
Proponents of CRM software claim that it doesn't only allow more effective ways of
managing customer relationships, but also more customer-centric ways of doing business.
Executives often cite the need for the proper tools as a barrier to delivering the experience
their customers expect. A 2009 study of over 860 corporate executives revealed only 39%
believes that their employees have tools and authority to solve customer problems.
Types/variations of CRM
There are several different approaches to CRM, with different software packages focusing on
different aspects. In general, Customer Service, Campaign Management and Sales Force
Automation (SFA) form the core of the system (with SFA being the most popular).
1) Operational CRM
Operational CRM provides support to "front office" business processes, e.g. to sales,
marketing and service staff. Interactions with customers are generally stored in customers'
contact histories, and staff can retrieve customer information as necessary. The contact
history provides staff members with immediate access to important information on the
customer (products owned, prior support calls etc.), eliminating the need to individually
obtain this information directly from the customer. Reaching to the customer at right time at
right place is preferable. Operational CRM processes customer data for a variety of purposes:
Managing campaigns
Enterprise Marketing Automation
Sales Force Automation
Sales Management System
2) Analytical CRM
Analytical CRM analyzes customer data for a variety of purposes:
Designing and executing targeted marketing campaigns
Designing and executing campaigns, e.g. customer acquisition, cross-selling, up-
selling, add-on-selling
Analyzing customer behavior in order to make decisions relating to products and
services (e.g. pricing, product development)
Management information system (e.g. financial forecasting and customer profitability
analysis)
Analytical CRM generally makes heavy use of data mining and other techniques to
produce useful results for decision-making. It is at the analytical stage that the importance
of fully integrated CRM software becomes most apparent. Logically speaking, the more
information that the analytical software has available for analysis, the better its
predictions and recommendations will be.
Cross-selling/Up-selling/Switch-selling opportunities
Customer drift
Sales performance
Customer trends
Customer margins
Customer alignment
4) Campaign Management
Campaign management combines elements of Operational and Analytical CRM. Campaign
management functions include:
Target groups formed from the client base according to selected criteria
Sending campaign-related material (e.g. on special offers) to selected recipients using
various channels (e.g. e-mail, telephone, SMS, post)
Tracking, storing, and analyzing campaign statistics, including tracking responses and
analyzing trends
5) Collaborative CRM
Collaborative CRM covers aspects of a company's dealings with customers that are handled
by various departments within a company, such as sales, technical support and marketing.
Staff members from different departments can share information collected when interacting
with customers. For example, feedback received by customer support agents can provide
other staff members with information on the services and features requested by customers.
Collaborative CRM's ultimate goal is to use information collected by all departments to
improve the quality of services provided by the company. CRM also plays a role of data
distributor within customers, producers and partners. Producers can use CRM information to
develop products or find new market. CRM facilitates communication between customers,
suppliers and partner by using new information system such email, link and data bank.
IMPLEMENTATION ISSUES
Many CRM project "failures" are also related to data quality and availability. Data cleaning is
a major issue. If a company's CRM strategy is to track life-cycle revenues, costs, margins,
and interactions between individual customers, this must be reflected in all business
processes. Data must be extracted from multiple sources (e.g., departmental/divisional
databases such as sales, manufacturing, supply chain, logistics, finance, service etc.), which
requires an integrated, comprehensive system in place with well-defined structures and high
data quality. Data from other systems can be transferred to CRM systems using appropriate
interfaces.
Because of the company-wide size and scope of many CRM implementations, significant pre-
planning is essential for smooth roll-out. This pre-planning involves a technical evaluation of
the data available and the technology employed in existing systems. This evaluation is critical
to determine the level of effort needed to integrate this data.
Services marketing report is the detail of the customers who purchased the car from the
showroom. In this report we have the data about the Customer purchasing date and the time
of car servicing. Means by this report we remind to customer that it is the time of your car
servicing .So we ask some questions for customer satisfaction these are the following
questions:
Ques2-As per record you cars service in due on-will you like to make a booking?
CHAPTER -5
RESEARCH
RESEARCH METHODOLOGY
Research methodology is a way to systematically solve research problem. In it we study the
various steps that are generally adopted by researcher in studying his research problem along
with logic behind them. It is necessary for a researcher to know not only the research
method/techniques but also the methodology. It may be noted, in the context of planning &
development that the significance of research lines in its quality and not in quantity.
Researcher should know how to apply particular research techniques, but they also need to
know which of these methods or techniques, are relevant and which are not, and what would
they mean and indicate and why?
Meaning of Research
“Research is common parlance refers to a search for knowledge. In fact research is an act of
scientific investigation.”
The project was divided in to the following steps.
This step is also research problem. Problem definition is the most critical part of the research
process. Research problem definition involves specifying the information needed by
management. The main objectives of the study are:
To study the awareness of Tata Motors & Sairam motors Kathmandu
To find out the level of customer satisfaction with the offers, discount and services
offered by Tata Motors & Sairam motors.
i. Primary data: - Primary data is the original data collected specifically for the
problem.
Research approaches: -
Primary data can be collected in five main ways: through Observation, focus groups, surveys,
behavioral data, and experiments.
Research instruments:-
Marketing researchers have a choice of three main research Instruments in collecting primary
data:
Qualitative measures: - Some marketers prefer more qualitative methods for gauging
consumer opinion because consumer actions do not always match their answers to
survey questions. Qualitative research techniques are relatively unstructured
measurement approaches that permit a range of possible responses, and they are a
creative means of ascertaining consumer perceptions that may other-Wise be difficult
to uncover.
ii. Secondary data:- Data potentially useful in solving a current problem but that were
collected for a different purpose.
Contact methods:-
Once the sampling plan has been determined, the marketing researcher must decide how the
subject should be contact:
Mail questionnaire: - The mail questionnaire is the best way to reach people who
would not give personal interviews or whose responses might be biased or distorted
by the interviewers. Mail questionnaires require simple and clearly worded questions.
Telephone interview: - Telephone interviewing is the best method for gathering
information quickly; the interviewer is also able to clarify questions if respondents do
not understand them. The response rate is typically higher than in the case of mailed
questionnaires.
Personal interview: - Personal interviewing is the most versatile method. The
interviewer can ask more questions and record additional observations about the
respondent, such as dress and body language. Personal interviewing takes two forms.
In arranged interviews, respondents are contacted for an appointment, and often a
small payment or incentive is offered. Intercept interviews involve stopping people at
a shopping mall or busy street corner and requesting an interview.
Online interviews: - There is increased use of online methods. There are so many
ways to use the Net to do research. In this method, researcher can include a
questionnaire on its Web site and offer a people to answer the questionnaire.
Once the researcher has formulated and development a research design including
questionnaire second thing he has to decide whether he has to collect the information. From
all the targeted customers. There can be two types of survey are possible.
Sample Survey
Census Survey
“For this project sample Survey war chosen”
Method of Sampling:-
In this project, the survey was done within the market that means probabilistic convenience
Sampling was carried out.
Techniques Applied
Bar Chart: - A chart in which the length of the bar represents the amount of the item
associated with the bar.
Pie Chart: - A circle divided in to sections, such that each section represents the
percentage of the total area of a circle associates with one variable.
Types of Research
Along with this there may be 3 type of research methodology these are:-
They are –
Exploratory Research
Descriptive Research
Casual Research
“The objective of this research is to gather preliminary information that will help us to define
the problem and to suggest any hypothesis.”
Which means first we have to define the problem and research objective? Then we have to
develop the research plan for collecting information. Now after collection data we have
to interpret those data for any suggestion,
CHAPTER-6
DATA ANALYSIS &
INTERPRETATION
CUSTOMER’S SATISFACTION
TABLE No.6.1
Figure No.6.1
Data Analysis
From the analysis we can conclude that to the existing customer of the dealers, there are
satisfied customers 54%, dissatisfied are 22% from servicing or after sales servicing,
22% is the percentage of those customers who not replied, there is also 2 % customer
who was highly satisfied from the company and also from dealers.
Data Interpretation
In the showroom there is range of the customers, huge no. of customers are satisfied from the
service of the company and dealer, there is also no. of customer who are dissatisfied from
the services but rage of satisfied and highly satisfied customer is more.
Which versions of the models are mostly demanded by the customer’s?
PETROL 90 36%
Figure No.6.2
Data Analysis
From the above table we can conclude that according to the dealers 45 % of the customer
asks for the diesel variants while 36 support the petrol variants and 19 % wants the LPG
variants of different models.
Data Interpretation
The demand for the diesel variant is more for most of the models but the firm has limited
number of the models having diesel variants. The customers are also looking for the gas
models which will suitable for LPG and CNG. So the firm should think for the diesel and
gas variants.
TABLE No.6.3
Price 95 38%
Quality 55 22%
Others 12.5 5%
Figure No.6.3
Data Analysis
The above analysis shows that 38 % of customers are buying the Tata Motors product for its
price, 22 % buy them due to their quality. 35% think that after sale service is provided by
Tata. And 5% people buy them due to other reasons like style, look etc.
Data Interpretation
We can conclude that most of the people think that Tata Motors pricing are economical so
they are loyal to his brand. While other people give emphasis to the after sale service. Quality
and other features are also a trait for the buyers.
What is the Performance of the Car?
TABLE No.6.4
Figure No.6.4
Data Analysis
The above analysis shows that there is 25% customers are highly satisfied from the
performance of car, there is 50% response is very good and 20% is response for good also
there is 5% response of poor performance of car.
Data Interpretation
We can conclude that there is huge no of customer’s are satisfied with the performance of the
car, data is concerned with those customers who are the existing customers of Tata Motors
and data is also concerned with new customers.
TABLE No.6.5
NO 50 20%
Figure No.6.5
Data Analysis
There is 80% customers response is that they get their vehicle at promisied time and 20%
customers who responded that they never get their vehicle at promisied time.
Data Interpretation
Servicing comes in after sales services,dealer provides this services to customers so there is
necessary for dealer to provide the vehicle at the promised time because it makes the
relationship better with the customers.
What rank you will give to TATA motors as for the satisfaction level?
TABLE No.6.6
Data Interpretation
By the analysis this is found that there is huge customers of Mruti Suzuki those are satisfied
from the company.
TABLE No.6.7
Data Analysis
The table shows that there is 25% opinion for the excellent and 50% response for good,
20% for good and also there is 5% opinion for poor relationship with the dealer.
Data Interpretation
There should be good relation between customer and dealer because it helps to increase the
sales of company and also helpful for making the customer relationship management.
TABLE No.6.8
Data Analysis
The table shows that there is 25% customer responded for the excellent services of company
and 50% for the very good,15% for the good and there is 10% responded for the poor
services of the company.
Data Interpretation
There is important to know the after sales services of the company it shows the customers
satisfaction and also shows the customer relationship management.
CHAPTER-7
FINDINGS
FINDINGS
There is 54% of satisfied customer’s of Tata Motors.
The demand for the diesel variant is more for most of the models but the firm has
limited number of the models having diesel variants. The customers are also looking
for the gas models which will be suitable for LPG and CNG. So the firm should think
for the diesel and gas variants.
Most of people think Tata Motors pricing are economical so they are loyal to his
brand. While other people give emphasis to the after sale service. Quality and other
features are also a trait for the buyers.
There is large no of customer’s are satisfied with the performance of the car, data is
concerned with those customers who are the existing customers of Tata Motors and
data is also concerned with new customers.
There should be good relation between customer and dealer because it helps to
increase the sales of company and also helpful for making the customer relationship
management.
There is important to know the after sales services of the company it shows the
customers satisfaction and also shows the customer relationship management.
CHAPTER-8
LIMITATION
LIMITATION
It was assumed that the information given by the respondents is authentic and best
of their knowledge.
Some of the view given was completely views by customers as they were in a
hurry and were not considered in the data analysis.
CHAPTER-9
CONCLUSION &
Tata Motors is India’s one of the leading automobile manufactures and also the leader
of the market both in terms of volume and revenue generated.
Within the domestic market, the Company continued to strengthen its presence in
Commercial Vehicles, with sales of 5,36,232 vehicles, an all time high for the
Company, growing 1.1% from the previous year.
Hence Tata Motors Limited has captured over all share of 46% in the Indian car
market.
RECOMMENDATION
To conclude, it can be said that Sairam motors has created a good image in Chhattisgarh.
Sairam motor is the Best dealer of Tata Motors. It is attracting the customers with its good
services. Most of the customers are satisfied with Tata motors’ car from Sairam motors. This
satisfaction can be concluded by the response of customer in the questionnaires. Day by day
Tata Motors is improving its reputation to other Automobile Company. The comparison chart
and survey report in this training report can recognize this.
REFERENCES
2. Website of www.google.com