A MAJOR RESEARCH PROJECT On CUSTOMER SATISFACTION AT TATA MOTORS With Special Reference to Gwalior Region Submitted to IPS ACADEMY,INDORE

For the partial Fulfillment of the award of Master of Business Administration(Business Economics) (2009-2011)

Submitted By: Rupesh Pallav MBA (B.E.) 4th Sem IBMR. IPS Academy, Indore

Guided By: Mr. Sarvajeet Singh Astt. Prof. IPS Academy

IBMR, IPS ACADEMY, RAJENDRA NAGAR, A.B.ROAD, INDORE-452012 (M.P.) Affiliated to:Devi AhilyaVishwavidyalaya,Indo

CONTENTS

Chapter 1 Introduction Of Topic Chapter 2 Details Of Company Chapter 3 Review of Literature Chapter 4 Research Objectives Chapter 5 Research Methodology Chapter 6 Findings Chapter 7 Limitations Chapter 8 Suggestions Chapter 9 Conclusion Chapter 10 Bibliography\Webliography Chapter 11 Annexure

Page No.1 Page No. 3 Page No. 15 Page No. 21 Page No. 23 Page No. 38 Page No. 40 Page No. 42 Page No. 44 Page No. 46 Page No. 48

DECLARATION

I am Rupesh Pallav student of Institute of Business Management and Research,

The research as per my knowledge is the original and genuine work.The Research is not published in any research Journal Previously.

Date : Place : Indore

Rupesh Pallav MBA(B.E.) 2nd Year

CERTIFICATE

This is to certify that Mr. Rupesh Pallav student of Institute of Business Management and Research, Indore pursuing MBA (B.E.) 4th Sem has prepared Major Research Project Report on Topic Customer Satisfaction At TATA Motors under my Guidance.

Date: Place: Indore

Guided By: Mr.SarvajeetSingh

Astt.Proff. IPS Academy

ACKNOWLEDGEMENT
It was a great priveledge for me to get an opportunity to complete my summer training at TATA MOTORS on the subject CUSTOMER SATISFACTION AT TATA MOTORS This project work is not only a proof of my sincere effort but also an outcome of the inspiration and moral support given by the employees as well as the management of (TATA MOTORS) First and foremost I take this opportunity to express my sincere gratitude to Mr. Anil Mishra , (Head of the Department) for providing me an opportunity to complete the summer training project entitled CUSTOMER SATISFACTION AT TATA MOTORS in their organization for a period o 45 days. My sincere thanks and respect to all the senior officers and participants who formed the basis of this study and who were extremely cooperative during data collection deserve my heartfelt thanks. I sincerely owe my gratitude to respected Dr.Vivek Kushwaha, Director of the Deptt. (IPS Academy,Indore,M.P.) for his motivational support and guidance. I wish to express my deep gratitude and indebtedness to Mr. Sarvajeet Singh (Astt.Prof. IBMR, IPS Academy, Indore) for his continuous support, guidance and suggestions during the entire training period of 45 days. Finally I express my sincere thanks to my family members and friends for their inspiration and everlasting moral support.

Date : Place :Indore

Rupesh Pallav

PREFACE

It is said that without theory, practice is blind and without practice theory is meaningless. Hence research has been made integral part of the management education in India. Research is useful and important device of solving the problem. Research is the corner stone of sound education program research may more effective and goal oriented. The research gives excellent opportunity to a student to apply and prove his ability intellect knowledge, reasoning by giving solution to the assigned problem that reflect caliber. Research can provides on all round knowledge about the organization, the problem it faces, the decision making, risks and uncertainties etc. On the other hand this research project gives an opportunity to work with highly experienced people of their field. This project report in a sense is an out growth of my study and research at shoppers behavior. This research report indicate a demographic study of retail sector of six different stores.

CUSTOMER SATISFACTION
A customer satisfaction is the most important visitor on our premises. He is now dependent in us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider to our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving an opportunity to do so. Mahatma Gandhi

In market economy, the clich the customer is well known and never failing in its veracity. Tam purpose is customer satisfaction to a degree threats his/her expectations are to be not only met but also exceeded. So delight customer. Edwardss deming said so that he/she continues to do repeat business with the organization. Customer satisfaction should be the primary driving force of most of the TQM initiatives. The business, in is said by sir Richard Green bury, chairman, Marks & Spencer: we do not need financial pundits to tell us how to run our business, we have customers who tell us. yoshiro Olishima, General manager, Minolta said: The customer prizes are the ones that count.By the above discussion it is clear that business cannot survive without satisfied customer. Yet in many companies, only a small proportion of management effort is spent on customers. World over those companies who have prospered by aligning the business around customer needs. Plan to spend more time this way, attracting customers today is very tough. Losing them is disastrous. Just satisfying the customers may not be enough. The competitive edge would only come from customer delight.So we can say that satisfaction as an overall evolution based on total consumption & experience or it is an aggregate level of measurement capturing a consumers overall or global satisfaction with a product & services.

DETAILS OF COMPANY

Background:
Tata Motors is Indias largest automobile company, with consolidated revenues of USD 20 billion in 2009-10. It is the leader in commercial vehicles and among the top three in passenger vehicles. Tata Motors has products in the compact, midsize car and utility vehicle segments. The company is the world's fourth largest truck manufacturer, the world's second largest bus manufacturer, and employs 24,000 workers. Since first rolled out in 1954, Tata Motors has produced and sold over 4 million vehicles in India. Established in 1945, when the company began manufacturing locomotives, the company manufactured its first commercial vehicle in 1954 in a collaboration with Daimler-Benz AG, which ended in 1969.[5] Tata Motors is a dual-listed company traded on both the Bombay Stock Exchange, as well as on the New York Stock Exchange. Tata Motors in 2005, was ranked among the top 10 corporations in India with an annual revenue exceeding INR320 billion. In 2010, Tata Motors surpassed Reliance to win the coveted title of 'India's most valuable brand' in a annual survey conducted by Brand Finance and The Economic Times.

History:
Tata Motors is a part of the Tata Group manages its share-holding through Tata Sons. The company was established in 1945 as a locomotive manufacturing unit and later expanded its operations to commercial vehicle sector in 1954 after forming a joint venture with Daimler-Benz AG of Germany. Despite the success of its commercial vehicles, Tata realized his company had to diversify and he began to look at other products. Based on consumer demand, he decided that building a small car would be the most practical new venture. So in 1998 it launched Tata Indica, India's first fully indigenous passenger car. Designed to be inexpensive and simple to build and maintain, the Indica became a hit in the Indian market. It was also exported to Europe, especially the UK and Italy.

COMPANYS PROFILE

Tata Motors Limited is India's largest automobile company, with consolidated revenues of Rs.70,938.85 crores (USD 14 billion) in 2008-09. It is the leader in commercial vehicles in each segment, and among the top three in passenger vehicles with winning products in the compact, midsize car and utility vehicle segments. The company is the world's fourth largest truck manufacturer, and the world's second largest bus manufacturer. The company's 23,000 employees are guided by the vision to be "best in the manner in which we operate, best in the products we deliver, and best in our value system and ethics." Established in 1945, Tata Motors presence indeed cuts across the length and breadth of India. Over 4 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) 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 is establishing a new plant at Sanand (Gujarat). The companys dealership, sales, services and spare parts network comprises over 3500 touch points; Tata Motors also distributes and markets Fiat branded cars in India. Tata Motors, the first company from India's engineering sector to be listed in the New York Stock Exchange (September 2004), has also emerged as an international automobile company. Through subsidiaries and associate companies, Tata Motors has operations in the UK, South Korea, Thailand and Spain 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 and South America. It has franchisee/joint venture assembly operations in Kenya, Bangladesh, Ukraine, Russia and Senegal.
The company today has R&D centres in Pune, Jamshedpur, Lucknow, in India, and in South Korea, Spain, and the UK. It was Tata Motors, which developed the first indigenously developed Light Commercial Vehicle, India?s first Sports Utility

Vehicle and, in 1998, the Tata Indica, India's first fully indigenous passenger car. Within two years of launch, Tata Indica became Indias largest selling car in its segment. In 2005, Tata Motors created a new segment by launching the Tata Ace, India's first indigenously developed mini-truck. 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). In May 2009, Tata Motors introduced ushered in a new era in the Indian automobile industry, in keeping with its pioneering tradition, by unveiling its new range of 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. In June 2009, the exciting new range of premium luxury vehicles from Jaguar and Land Rover were introduced for the Indian market. These include the Jaguar XF, XFR and XKR and Land Rover Discovery 3, Range Rover Sport and Range Rover.

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. With the foundation of its rich heritage, Tata Motors today is etching a refulgent future.

MANAGEMENT

Board of Directors

Mr. Ratan N Tata (Chairman) Mr. N A Soonawala Dr. J J Irani Mr. R Gopalakrishnan Mr. Nusli N Wadia Mr. S M Palia Dr. R A Mashelkar Mr. Nasser Munjee Mr. Subodh Bhargava Mr. V K Jairath Mr. Ravi Kant Mr. P M Telang

JOINT VENTURES AND MERGERS

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)

ACQUISITIONS

Tata Motors has several acquisitions which are as under:

In 2004 Tata Motors acquired Daewoo's truck manufacturing unit, now known as Tata Daewoo Commercial Vehicle, in South Korea.

In 2005, Tata Motors acquired 21% of Aragonese Hispano Carrocera giving it controlling rights of the company.

In 2007, Formed a joint venture with Marcopolo of Brazil and introduced low-floor buses in the Indian Market.

In 2008, Tata Motors acquired British Jaguar Land Rover (JLR), which includes the Daimler and Lanchester brand names.

In 2010, Tata Motors acquired 80% stake in Italy-based design and engineering company Trilix for a consideration of 1.85 million. The acquisition is in line with the companys objective to enhance its styling/design capabilities to global standards.

MANUFACTURING

Tata Motors owes its leading position in the Indian automobile industry to its strong focus on indigenisation. This focus has driven the Company to set up world-class manufacturing units with state-of-the-art technology. Every stage of product evolution-design, development, manufacturing, assembly and quality control, is carried out meticulously. Our manufacturing plants are situated at Jamshedpur in the East, Pune in the West and Lucknow in the North.

ACHIEVEMENT TILL NOW

Decade I - (1907 - 1917) On 26th August 1907, the Tata Iron and Steel Company (now Tata Steel Limited) was registered and shares were issued to the Indian investors. The Steel Company obtained its first collieries in 1910 and the first ingot of steel was rolled out in February 1912. The Company introduction of an eight hour working day for labourers and employees, long before these were enforced by law in this country. The Greater Extension Scheme was launched in 1916 to raise capacity to 450,000 tonnes and diversify production

Decade II - (1917 - 1927) In acknowledgement of Tata Steel's contribution in the allied war efforts, Lord Chelmsford visited Sakchi and renamed it Jamshedpur. Jamshedpur Technical Institute was opened in 1921 with 23 students on board. The New Rail Mill, Merchant Mill and Sheet Mill went into operation in 1925.

Decade III - (1927 - 1937) Netaji Subhas Chandra Bose (then President of the Jamshedpur Labour Association) visited Jamshedpur in 1928 and a historic agreement was signed between him and Sir N B Saklatvala, Chairman, Tata Steel and Mr C A Alexander, General Manager. This speaks of the saga of mutual cooperation and understanding that was being nurtured and developed at Tata Steel and continues to this day. Profit Sharing Bonus was granted for the first time in India in the year 1934.

Decade IV - (1937 - 1947) "A" Furnace was ''blown-in'' into operation on December 17th 1939. Special steel for war purpose was manufactured during the years 1941-42. The period of one year between 1942 and 1943, was characterized by the efforts of the Steel Company to produce a wide variety of special steels required for defense purposes including armoured cars called ''Tatanagars''. Tata Steel's step towards nation building was in 1943 with the construction of Howrah Bridge.

Decade V - (1947 - 1957) The Community Development & Social Welfare Department was established in 1951 with the objective to address issues arising out of urbanisation in Jamshedpur. The Two Million Expansion plan was undertaken in 1953-54. To address the problem of Population explosion, in 1954, J. R. D Tata initiated Family Planning. Bipartite Agreement in 1956 saw a landmark agreement in India, when the union and the management agreed to participate in a 3-tier system of joint consultation on major issues.

Decade VI - (1957 - 1967) The Ferro Manganese Plant commenced production at Joda in April, 1967. This was a very special occasion for Joda, an otherwise remote valley. Modernisation through IBM 1401 was introduced in 1967. At that time, Tata Steel was the first institutions in India to have gone for total computerization as part of a Modernisation process.

Decade VII - (1967 - 1977) Tata Steel Growth Shop which was introduced in 1968 was not just a massive engineering workshop, but a symbol of self-reliance.

Decade VIII - (1977 - 1987) Tata Steel entered a new era of steel making with the commissioning of the 1.1. million tonne per annum L.D. (Basic Oxygen Furnace) Shop on 23rd March 1982 The First Phase of Modernisation in 1984, Tata Steel introduced BOF steelmaking which could produce liquid steel in forty five minutes when it took the old open hearth furnaces, close to five hundred. Tata Steel Rural Development Society (TSRDS) was established in 1979 to assist in irrigation, agriculture, safe drinking water, basic health care service, income generating activities, environment and forest protection, youth and women development programmes in villages around Jamshedpur.

Decade IX - (1987 - 1997)

The Second Phase of Modernisation was in 1988 when the Company concentrated largely on the iron-making area. On March 2, 1991, Jamshedpur received a sprawling, multi-crore sports complex called JRD Sports Complex dedicated to JRD. Lifeline Express, the world's first hospital-on-wheels sponsored by Tata Steel was started in 1991, which provides basic medical facilities in remote rural areas. During the Third Phase of Modernisation in 1994, Tata Steel set up an internationally competitive flat products complex. Apart from a one million tonne hot strip mill, a new one million tonne G blast furnace was also installed. The one-million-tonne-per annum Hot Strip Mill, was commissioned on March 2, 1992. The First Slab Caster came into operation during 1993-94. The Third Phase of the Modernisation Programme was completed in 1994 - 95. Tata Steel became the First Steel Plant in India to be ISO - 14001 Certified. It received the Award for Best-Integrated Steel Plant in 1994-95. The Company also received the Prime Minister's Trophy for the Best Integrated Steel Plant for the year 1994-95. This award was subsequently conferred again in 1998-99, 1999-2000, 2000-01 and 2001-01.

Decade X - (1997 - 2007) Tata Steel completes 100 Years of service to the Nation World Steel Dynamics recognised Tata Steel as India's only ''world-class steel makers'' thrice in a row. It started Cold Rolling Mill Complex in 2000. The Final Phase of Modernisation was to bring about productivity enhancement through the expansion of the Hot Strip Mill from one million tonnes per annum to a two million capacity. Tata Steel launched the ''Green Millennium'' wherein 1.5 million trees were planted by the company across all its locations. 75 years of industrial harmony was celebrated on 2004 with His Excellency, Dr. A P J Abdul Kalam, President of India who visited Tata Steel. It signed Mo U's with the Sate Governments for its Green field Projects in Kalinganagar (Orissa) in 2004 and in Bastar District (Chattisgarh). Tata Steel Limited signed four Memorandums of Understanding (MoUs) with the Government of Jharkhand not only for the Greenfield Project but also the enhancement of capacity of Jamshedpur Works. The current capacity of Works in Jamshedpur is 5 MT.

Tata Steel's first step in the Global Market was when it acquired the steel business of NatSteel Limited, Singapore. It also signed a joint venture Blue Scope Steel Limited, Australia in 2005, for setting up a metallic coating and painting unit. To boost the economy of South Africa and also add significantly to the Indian economy, Tata Steel commenced the work on Ferro Chrome Plant in 2006. On 2nd April ''07, Tata Steel acquired Corus Europe's second largest steel producer at US$ 12 Billion, which made Tata Steel the sixth largest steel producer globally and the second-most geographically diversified steel producer in the world. It also entered into an agreement to acquire controlling equity stake in two rolling mills located in Haiphorg, Vietnam. Plant in Vietnam in 2007. It signed Mo U & Mo C for an investment in a 4.5 million tonnes per annum plant in Vietnam. This event was followed by the Socialist republic of Vietnam, Prime Minister Mr. Nguyen Tan Dung''s visit to Jamshedpur.

REVIEW OF LITERATURE

Tata Motors July sales at 48,054 nos., growth of 18% M&HCV sales record year-on-year growth after almost a year.
- Ashish Garg Tata Motors total sales (including exports) of Tata commercial and passenger vehicles in July 2009 were 48,054 vehicles, a growth of 18% over 40,729 vehicles sold in July 2008. The companys domestic sales of Tata commercial and passenger vehicles for July 2009 were 45,599 nos., a 23% growth over 37,033 nos. sold in July last year. Cumulative sales (including exports) for the company for the fiscal at 171,168 nos., was lower by 1%, compared to 172,462 nos. sold last year.

Commercial Vehicles The companys sales of commercial vehicles in July 2009 in the domestic market were 28,408 nos., a 27% growth compared to 22,381 vehicles sold in July last year. LCV sales were 17,750 nos., a growth of 44% over July last year. M&HCV sales stood at 10,658 nos. turning positive after almost a year with a growth of 6% over July last year and the highest since September 2008. Cumulative sales of commercial vehicles in the domestic market for the fiscal were 100,464 nos., a growth of 7% over last year. Cumulative LCV sales were 63,180 nos., a growth of 32% over last year, while M&HCV sales stood at 37,284 nos. was lower by 19% over last year.

Passenger Vehicles

The passenger vehicle business reported a total sale and distribution offtake of 19,881 nos. (17,191 Tata + 2,690 Fiat) in the domestic market in July 2009, a 32% increase compared to 15,064 nos. (14,652 Tata + 412 Fiat) in July last year. Sales of Tata cars, at 14,537 nos., grew by 21% over July 2008. Dispatches of the Tata Nano began during the month, and the sales were 2,475 nos. The Indica range sales were 8,563 nos., a growth of 14% over July last year. The Indigo range recorded sales of 3,499 nos., lower by 22% over July last year. The UV/SUV range of Sumo/Safari accounted for sales of 2,638 nos., flat compared to July last year. The company began the sale and deliveries of the Jaguar and Land Rover range through the brands flagship store in Mumbai. The response has been quite encouraging in the first month with the initial India stock and pipeline imports booked to a large extent. Cumulative sales and distribution offtake of passenger vehicles in the domestic market for the fiscal were 70,572 nos. (63,028 Tata + 7,544 Fiat), against 67,559 nos. (65,746 Tata + 1,813 Fiat) last year, a growth of 4%. Nano sales were 2,475 nos. Cumulative sales of the Indica range at 37,412 nos., reported a growth of 13%. Cumulative sales of the Indigo family were 12,422 nos., lower by 29%. Cumulative sales of the Sumo/Safari range were 10,690 nos., lower by 29%.

Exports The Companys sales from exports at 2,455 vehicles in July 2009 were lower by 34% compared to 3,696 vehicles in July last year. The cumulative sales from exports for the fiscal at 7,676 nos. were lower by 40% over 12,855 nos. in the same period last year.

Tata Motors First Quarter Stand-alone net revenue Rs.6405 Crores, PAT grows 58% to Rs.514 crores

- R. S. Sardha

Tata Motors today reported revenues (net of excise) of Rs.6404.63 crores on a standalone basis for the quarter ended June 30, 2009, of the financial year 2009-10, a decline of 7.6% compared to Rs.6928.44 crores in the corresponding quarter previous year.

The companys continued focus on cost efficiencies, coupled with reduction of raw material prices, inventory reduction and improvement in sales realisation, yielded considerable benefits resulting in the operating margin to 11.4% (from 7.1% in the previous year), with operating profits at Rs.728.00 crores, an increase of 47.9% as

Profit before Tax for the quarter grew by 58.8% to Rs.548.04 crores (Q1 2008-09: Rs.345.09 crores) and Profit after Tax was Rs.513.76 crores (Q1 2008-09: Rs.326.11 crores), an increase of 57.5%. The interest cost (net) at Rs.253.45 crores for the quarter increased by 125.6% due to increased debt taken by the company during the previous year to support its product programmes, investments and working capital requirements and depreciation at Rs.229.12 crores was higher by 26.7% reflecting the increased investments in new products and supporting capabilities. For the quarter ended June 30, 2009, there was an exceptional notional foreign exchange valuation loss of Rs.5.54 crores (previous year loss of Rs.161.59 crores).

Improvement in liquidity, increased reach across the country and introduction of new products and variants improved the companys sales, except in the case of the heavy truck segment. The heavy truck segment is recovering, albeit slowly, in response to infrastructure development, Government stimulus packages for the automobile industry and Jawaharlal Nehru National Urban Renewal Mission (JNNURM) initiatives. The companys domestic sales volume at 122,120 vehicles recorded a marginal decrease of 1.4% over the corresponding quarter of the previous year, whilst the exports at 5220 vehicles continued to be severely impacted (negative 43%)

in the wake of continuing tumultuous global environment resulting in total sales volume at 127,340 vehicles, a decline of 4.3% as compared to the corresponding quarter of the previous year. The company gained market share in commercial vehicles to 67.4% during the quarter compared with 61% in the corresponding quarter of previous year on the back of a marginal 1.1% growth in domestic sales to 72,216 units. Tata passenger vehicles declined by 10% in the domestic market to 45,846 units but have been growing sequentially every month of the quarter breaking into positive growth in June. The market share for Tata passenger vehicles has sequentially improved from April to June 2009 with the June exit market share at 12.5%, and for the period being at 11.3%. Along with Fiat, the company has a joint market share of 12.3%in the industry. The company continues to upgrade its resources to leverage emerging opportunities. In commercial vehicles, the company unveiled its new range of world standard trucks in May 2009, comprising multi-axle trucks, tractor-trailers, tippers, mixers and special purpose vehicles which are being gradually launched in India and also in select international markets over a period of time. An all-new Star bus range of buses has also been introduced. A new mileage enhancing automatic stop-start technology, developed in-house, has been introduced in the Ace mini truck. Tata Motors has received a majority of the orders for buses released by different State Governments under the JNNURM.

In passenger vehicles, the company has completed the process of allotment of Tata Nanos, following the cars launch in March 2009. Deliveries to the allottees have since begun. The company also opened the first Jaguar Land Rover showroom in India at Mumbai. Along with the Fiat Linea, Fiat 500 and the Palio, the company has commenced the distribution of the Fiat Grande Punto in June 2009. The audited stand-alone financial results for the quarter ended June 30, 2009, are enclosed. The consolidated financial results for the 1st quarter of Financial Year would be voluntarily disclosed separately in due course.

TATA MOTORS Delivers first TATA NANO in the Country in Mumbai. - Rojar R. Karm
Tata Motors is pleased to announce that Mr. Ashok Raghunath Vichare of Mumbai has become the first customer in India of the Tata Nano. Mr. Vichare received his choice, the Tata Nano LX (Lunar Silver), at the hands of the Chairman of Tata Sons and Tata Motors, Mr. Ratan N. Tata, at the companys dealership, Concorde Motors, today. Speaking on the occasion, Mr. Tata said, I hope the Tata Nano will bring motoring pleasure to those who will be buying their first car as also those who currently own cars but want a modern, contemporary, emission-friendly city car. Along with Mr. Vichare, two other customers, Mr. Ashish Balakrishnan (Tata Nano LX Sunshine Yellow) and Kores India Limited (Tata Nano LX Lunar Silver), also received their cars today. As planned, Tata Motors has commenced deliveries of the Tata Nano this month to different towns and cities of the country. Dispatches to dealerships have begun from the Pantnagar plant, where the car is being produced, in accordance with schedules informed to customers.

RESEARCH OBJECTIVES

Here research work is done with the following objectives in the mind(a) To study the customer satisfaction of TATA vehicle. (b) To know that what else customer want and expect from TATA. (c) To know the factor responsible for satisfaction\ dissatisfaction. (d) To know their satisfaction level in terms of rate, after sale services etc. average, advertising and

RESEARCH METHODOLOGY

Definition of research Research is a common parlance refers to a search for knowledge. One can also define research as a scientific and systematic search for pertinent information on a specific topic. In fact, research is an art of scientific investigation. According to advanced learners dictionary of current English. A careful investigation of inquiry specially through search for new facts for any branch of knowledge.

Definition of Marketing research Marketing research is the function, which links the consumer, customer and public to the marketer through information used to identify and define marketing opportunities and problems. Generate, refine and evaluate marketing actions; monitor marketing performance and improve understanding of marketing as a process.

RESEARCH DESIGNA research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. In fact the research design in the conceptual structure within which research in conducted; it constitutes the blueprint for the collection, measurements and analysis of data.

Nature/Type of research design The research, which I have used in my research, is Exploratory in nature with survey method used to carry out the research. The research is based on the primary data and the required primary data was collected through the self-developed questionnaire from the selected sample.

DATA COLLECTION METHOD-

The task of data collections begins after a research problem has been defined and research design is chalked out. First of all we should analyses two types of data.

Primary data:This is the data collocated a fresh and for the first time. And thus happen to be original in character for the purpose of research. investigation at hand there are various methods of collecting primary data such as Observation methods Interview method Method of questionnaire Through schedules etc.

I have selected questionnaire method collection the primary data.

Questionnaire method

In this method a questionnaire is sent to the persons concerned with a request to answer the question and to return the questionnaire. a questionnaire consists of a number of questions printed of typed in definite set of forms.

In preparing of questionnaire the professional marketing researcher carefully chooses the question and theyre from working a sequence. The form of a question asked can

influences of response of response. Researchers distinguish between close end and open-end questions. Allow respondents to answer in the own words. Close ad question provide answers that are raiser to interpret and tabulate. Our survey is based on open end and close end questionnaire.

Secondary data:This is the data collected usually start their investigation by examining secondary data to see whether their problems could problems could partly or wholly is solved without collecting costly primary data Secondary data provide starting points for research and offers by advantage of low and ready availability. Secondary data can be collected from various sourced like. Internal sources Govt. publications Periodical and journals Commercial data Books, magazine and newspapers Telephones & internet For the purpose of the project I have collected information through internal sources. Sampling unit: - it may be geographical in such as state; district the sampling unit of our research was Gwalior.
Sample size: - 200 out of these total 130 respondents were in favor of TATA and 70 were dissatisfied.

SAMPLE SIZE

Type of universe: - the first step in developing any sample this is to clearly define the set of object, technically caller the universe, to be studied. It can finite of infinite. The universe in our research consisted all those people who are associated with automobile field and customer who are come at TATA showroom.

SAMPLE METHOD

For the research of this project, I have chosen random sampling method. Random sampling: - this type of sampling is also known as chance sampling or probability sampling, where each & every item in the population was has equal chance of inclusion in the sample.

Sampling area: - GWALIOR

DATA ANALYSIS AND INTERPRETATION

1. Satisfaction of customers towards the price of TATA Products?

Very satisfy Satisfy Dissatisfy Very dissatisfy

65% 20% 10% 5%

70% 60% 50% 40% 30% 20% 10% 0% very satisfy satisfy dis satisfy very dis satisfy

Series1

Interpretation It is clear that by above graph a big part of consumer is satisfied by TATA vehicles price. Some people also dissatisfied by its price, but it are negligible.

2. Satisfaction of customers about the Performance of TATA Vehicles?

Very satisfy Satisfy Dissatisfy Very dissatisfy

44% 40% 13% 3%

50% 40% 30% 20% 10% 0% very satisfy satisfy dis satisfy very dis satisfy Series1

Interpretation - By above graph it is clear that the Performance of TATA Vehicles is also good. 3. Service satisfaction of TATA Vehicles? Very satisfy Satisfy Dissatisfy Very dissatisfy 44% 40% 14% 6%

50% 40% 30% 20% 10% 0% very satisfy satisfy dis satisfy very dis satisfy Series1

Interpretation By above graph it is also clear that there are very good level of service satisfaction of customer towards the TATA vehicles we get.

4. Customer satisfaction about the Brand Image of TATA Products?

Very satisfy Satisfy Dissatisfy Very dissatisfy

44% 40% 14% 2%

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% very satisfy satisfy dis satisfy very dis satisfy

Series1

Interpretation Here we also find a good level of Brand image satisfaction of TATA vehicles. 5. Customer satisfaction from Promotion scheme of TATA Products?

Very satisfy Satisfy 80% Dissatisfy 70% Very Dissatisfy

40% 60% 35% 50% 30% 25% 40% 20% 30% 15% 10% 20% 5% 10% 0%

19% 38% 23% 20%

Series1

Series1

0%

very satisfy satisfy satisfy

very

satisfy

not satisfy

dis very dis satisfy satisfy satisfy satisfy

dis

very dis

Interpretation Here we also get a good response of customers towards the Promotion scheme of TATA vehicles, but in comparison of other here we get few less response of customers 6. Satisfaction about the maintenance of TATA Vehicle?

Very satisfy Satisfy Dissatisfy Very dissatisfy

48% 27% 12% 13%

60% 50% 40% 30% 20% 10% 0% very satisfy satisfy dis satisfy very dis satisfy
Series1

Interpretation As per the above description at this topic we also get a good response of customer towards the maintenance of TATA vehicles. There are many customers we are talking and get a very good response about the TATA vehicles Maintenance. 7. Customer satisfaction about the Benefits of TATA Products?

Very satisfy Satisfy Dissatisfy Very dissatisfy

44% 31% 13% 12%

50% 40% 30% 20% 10% 0% very satisfy satisfy dis satisfy very dis satisfy Series1

Interpretation it is also clear that by above chart the level of customer among the Benefits of buying TATA vehicles is also very good.

8.Customer Satisfaction About the Policies of TATA Motors?

Very satisfy Satisfy Dissatisfy Very dissatisfy

65% 20% 10% 5%

70% 60% 50% 40% 30% 20% 10% 0% very satisfy satisfy dis satisfy very dis satisfy

Series1

Interpretation It is clear that by above graph a big part of consumer is satisfied by the Policies of the TATA Motors. Some people also dissatisfied by its policies, but it are negligible 9.Customer Satisfaction About the Management of TATA Motors?

Very satisfy Satisfy Dissatisfy Very dissatisfy

44% 40% 14% 6%

50% 40% 30% 20% 10% 0% very satisfy satisfy dis satisfy very dis satisfy Series1

Interpretation It is clear that by above graph a big part of consumer is satisfied by the Management of TATA Motors . Some people also dissatisfied , but it are negligible.

FINDINGS

It is found n analysis that most of the peoples prefer TATA Vehicles.

 Its price is very satisfactory among the customer. Its first choice of customers because of its very good performance. There is very good level of service satisfaction of customer towards the TATA vehicles. Good response of customer towards the promotion scheme of the vehicles.

Its satisfaction Level on the basis of maintenance is more than any other Compan

LIMITATION

Main limitation was small area of sampling. People ignore it with smile and did not give much attention. People like to give answer to questionnaire in oral form and avoid written filling of questionnaire. Some customers did not give enough time.

SUGGESTION

To attract more customers, company should use special offers. Price of certain products should be decreased. Company should increase the availability of products by expending the retail section. Company should pay more attention to customer management. Company should also used to attract mort customer various plans and policy. The advertising of TATA vehicles is found effective still some more efforts should be put to enhance its effectiveness. relationship

CONCLUSION

According to my survey report with the sample size of 200 persons in Gwalior city following conclusion can be drawn:-

1.

In the present time, the TATA Vehicle is very popular.

2.

Beside TATA many other companies are working efficiently but their growth is not more than TATA.

3.

Brand Image is the main factor which mainly inspires its sale in the market.

4.

Most of respondents are satisfied with services of TATA vehicles, but the services of dealers are not up to the mark.

BIBLIOGRAPHY \ WEBLIOGRAPHY

AUTHOR'S NAME C.R Kothari

TITLE

PUBLICATION

EDITION/YEAR

Research Methodology Marketing Management

New Age International Publication Prentice Hall of India New Delhi

Revised Edition Second revised Edition

Philip Kotler

Websiteswww.tatamotors.com www.scribd.com autos.maxabout.com

QUESTIONNAIRE

I am Rupesh Pallav. I am pursuing MBA(B.E.) 4th Sem from IBMR,IPS Academy, Indore. I am preparing a Project report on the Customer Satisfaction at TATA Motors .So for this purpose, I want following information. So kindly provide me following information. Personal Information:Name:- ____________________________ Contact No:-________________________

Fill Your Answers according to the following table:-

(1)VS

(2)S

VS

(3)DS

DS

(4)VD

VDS

VS-Very Satisfy S- Satisfy DS- Dissatisfy VDS- Very Dissatisfy.

Questions
1. Please tick your level of satisfaction about the Prices of TATA Vehicles on the basis of following factor:2. Please indicate your level of satisfaction about the Performance of TATA Vehicles on the basis of following factor:2. Please tick your level of satisfaction about the Services of TATA Vehicles on the basis of following factor:3. Please indicate how much you satisfy about the Brand Image Of TATA Vehicles? Please indicate how much you satisfy about the Promotional Strategies Of TATA Products? Please indicate how much you satisfy about the Maintenance Of TATA Vehicles? Please indicate how much you satisfy about the Benefits Provide By the TATA Motors? 8. Please indicate how much you satisfy about the Policies of the TATA Motors? 9. Please indicate how much you satisfy about the Management of the TATA Motors? 10-Do you want to give suggestion to improve quality of TATA Vehicle?

VS

DS

VDS

4.

5.

6.

___________________________________________________________________________________ _

(SIGNATURE)