SUMMER TRAINING PROJECT REPORT

ON
CUSTOMER SATISFACTION AT TATA MOTORS PVT. LTD UNDER THE DEALERSHIP OF SRM MOTOR PVT LTD LUCKNOW.

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE MASTERS DEGREE IN BUSINESS ADMINISTRATION

OF SAROJ INSTITUTE OF TECHNOLOGY & MANAGEMENT LUCKNOW

SUBMITTED TO: Saikat

SUBMITTED BY: Mohd Atahar Roll no- 1012370023

ACKNOWLEDGMENT
It is said, the most important single word is we and the zero important single word is I. This true even in today s modern era. It is absolutely impossible for a single individual to complete the assigned job without help and assistance from others. It is my greatest pleasure to acknowledge sincere gratitude towards Mr.Arindam ghosh (Sales Manager), Ms.Anupam Tiwari ( HR MANAGER) SRM MOTOR PVT LTD (Indias Biggest Dealership of TATA Auto Ltd), for the completion of the project work. I would also like to acknowledge to my sincere gratitude to the Head of Department of my institute Ms shilpi adhikari and my project guide for this project work our respected Dean Mr. D.vashnaya. I am thankful to all of my friends and batch mates for their help in completing this project work. Finally, I am thankful to my entire family members for their great support and encouragement.

MOHD.ATAHAR MBA 3rd sem.ID. SAROJ INSTITUTE OF TECHNOLOGY & MANAGEMENT LKO

TABLE OF CONTENTS
Serial No. Particulars

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.

EXECUTIVE SUMMARY....1-2 Objective..3-3 Introduction.....4-4 Company Profile......5-25 Key Staff.26-31 Marketing Research.32-36 Research Design 37-42 Limitation and Recommendation 43-43 Finding and Suggestions...44-45 Conclusion ...46-52 Scope of the work52-53 Research Methodology.54-61 Observation and findings.62-63 Tata Indica Vista Review..64-66 Bibliography.67-67

EXECUTIVE SUMMARY
The objective of the project was to do Market Research and customer Satisfaction for TATA MOTORS for that we have to understand the

customer needs, Income, constraints, response and emotions The objective of this study was to analyze consumer satisfaction of mechanical splicing in Lucknow region with respect to the performance, sales effort and sales service. As the company was new and it was yet to be marketed to a large number of Customers, it was essential to know the feedback of customers in order to formulate effective marketing and sales strategies in future and improve the Quality of service to achieve better consumer satisfaction. The site visits and campaigns made us possible to measure the satisfaction of consumer by identifying the attributes, which gave consumer-varying Degrees of satisfaction. Questionnaire based on company format some attributes like requirement of Customer and sales services offered by company were identified as critical (Motivational) factors for providing satisfaction to consumers, while other Factors like excisable deposit center, premium collocation was time to time And also intimation regaining before the collocation of premium. But Absence of such hygienic factors definitely results in a dissatisfied consumer. These hygienic factors could result in selling but their absence can certainly Unseal the product offering. For this a questionnaire was prepared

which gave a vague idea about the People who were really interested and wanted to know about various new segments of product r Range, in the Automobile sector. Go through questionnaire in different Different area and people in the Lucknow region. The study was undertaken for Lucknow region during two months. The researchers were given first 15 days for collection of data and scanning the data. The questionnaire contains various Aspects like there. Customer feedback come through the basis of catalog of existing customer of TATA motors Ltd. We get strong feed back from customer, regarding their customer interests, their complain, and there admire for TATA MOTOR Faimily Vehicles.

Objective of the Study

To find out the level of customer satisfaction on the basis of their feedback. To determine the companies position in term of reliability basis of customer feedback To find out behavior of the customer for TATA MOTORS products To find out other what are the aspect that bind up the customer after sales services. What are the customer relationship network management policies of the companies, at level of dealership How the company deliver value added services to customer to make them satisfied What are the factor where customer are uncomfortable to deal with TATA product. To evaluate the customer preference for TATA MOTORS product. To Study the market strategy adopted by the TATA MOTORS. To research and work on promotional policy of Mahindra Compare results with other outside competitors. To identify the factor that increase the demand for TATA MOTORS products.

INTRODUCTION

COMPANY PROFILE
Chairman Ratan Tata (C) speaks as Ravi Kant (L), company's Managing Director and P.M. Telang, Executive Director of commercial vehicles, Tata Motors Limited is India's largest automobile company, with consolidated revenues of Rs.70, 938.85 crores (US $ 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 power trains. 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. Among them is Jaguar Land Rover, a business comprising the two iconic British brands that was 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 2005, Tata Motors acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, with an option to acquire the remaining stake as well. Hispano's presence is being expanded in other markets. In 2006, it formed a joint venture with the Brazil-based Marco polo, a global leader in bodybuilding for buses and coaches to manufacture fully-built buses and coaches for India and select international markets. 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. The new plant of Tata Motors (Thailand) has begun production of the Xenon pickup truck, with the Xenon having been launched in Thailand in 2008.

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 foundation of the company's growth over the last 50 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 2,000 engineers and scientists, the company's Engineering Research Centre, established in 1966, has enabled pioneering technologies and products. The company today has R&D centers 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, Indias 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). 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 minimize weight, which helps maximize 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 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.

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 focusing 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 labor 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.

Present Time In present times, Tata Motors continues to be a brand to reckon with. It's no mean task to be the largest car manufacturing company in India. In 2004, Tata Motors got itself listed on the NYSE. In 2005, the company became one of the top 10 corporations in India. In March 2008, Tata Motors acquired the British Jaguar Land Rover business from Ford Motors.

Popular Tata Motors Brands Some of the popular Tata Motors products have been listed below. Safari 2.2 vtt Tata Indigo eCS Tata Indigo Manza Tata Indica eV2 Tata Indica Vista Tata Nano Tata Grande MK II Tata Motor's Nano Car Tata Aria Tata Venture Victa DI Turbo

Tata Motors is manufacturing a car, Nano that aims to be the world's most inexpensive production car. The Nano car is priced around Rs. 1, 00,000. That has caused other automobile companies like Bajaj Auto and Mahindra-Renault to announce plans to launch cars within the same price range.

International operations In recent years, Tata Motors has expanded globally and now has significant presence in several, major countries of the world. Tata Motors carries out production and assembly operations in the following countries. South Korea Thailand South Africa Argentina

PLANTS OF TATA MOTORS

Tata Motors' plants are located at Jamshedpur (eastern India), Pune and Sanand (west), and Lucknow and Pantnagar (north). Tata Motors and Fiat have set up a common manufacturing facility at Ranjangaon, near Pune. Tata Motors is India's largest automobile company, with consolidated revenues of Rs 92,519 crore ($20 billion) in 2009-10. Through subsidiaries and associate companies, Tata Motors has operations in the UK, South Korea, Thailand and Spain. Among them is Jaguar Land Rover, the business comprising the two iconic British brands. It also has an industrial joint venture with Fiat in India. Tata Motors is the country's market leader in commercial vehicles and among the top three in passenger vehicles. It is also the world's fourth largest manufacturer of medium / heavy commercial vehicles, and the second largest bus manufacturer. Tata cars, buses and trucks are being marketed in several countries in Europe, Africa, the Middle East, South Asia, South East Asia and South America. The company, formerly known as Tata Engineering and Locomotive Company, began manufacturing commercial vehicles in 1954 with a 15-year collaboration agreement with Daimler Benz of Germany. It has, since, developed Tata Ace, India's first indigenous light commercial vehicle, Tata Safari, India's first sports utility vehicle, Tata Indica, India's first indigenously manufactured passenger car, and the Nano, the world's cheapest car. Tata Motors has over 1,400 engineers and scientists in six R&D centres in India, South Korea, Spain and the UK. Areas of business Tata Motors makes passenger cars, multi-utility vehicles and light, medium and heavy commercial vehicles. Passenger cars: The company launched the compact Tata Indica in 1998, the sedan Indigo in 2002 and the station wagon Indigo Marina in 2004. Tata Motors also distributes Fiats cars in India. Utility vehicles: The Tata Sumo was launched in 1994 and the Tata Safari in 1998. Commercial vehicles: The commercial vehicle range extends from the light twotonne truck to heavy dumpers and multi-axled vehicles in the above 40-tonne segment.

Passenger buses: The company also manufactures and sells passenger buses, 12seaters to 60-seaters, in the light, medium and heavy segments.

Joint ventures, subsidiaries, associates Tata Motors has joint ventures with Marcopolo, the Brazil-based maker of bus and coach bodies, and with Fiat Auto (to build a commercial vehicle at Fiat's facilities in Crdoba, Argentina). Other associates include: Tata Daewoo Commercial Vehicle Company, a 100-per cent subsidiary of Tata Motors in the business of heavy commercial vehicles. Tata Motors European Technical Centre is a UK-based, 100-per cent subsidiary engaged in design engineering and development of products. Telco Construction Equipment Company makes construction equipment and allied services. Tata Motors has a 60 per cent holding; the rest is held by Hitachi Construction Machinery Company, Japan. Tata Technologies provides specialised engineering and design services, product lifecycle management and product-centric information technology services. Tata Motors (Thailand) is a joint venture between Tata Motors (70 per cent) and Thonburi Automotive Assembly Plant Co (30 per cent) to manufacture and market the companys pickup vehicles in Thailand. Tata Cummins manufactures high horsepower engines used in the companys range of commercial vehicles. HV Transmissions and HV Axles are 100-per cent subsidiaries that make gearboxes and axles for heavy and medium commercial vehicles.

TAL Manufacturing Solutions is a 100-per cent subsidiary that provides factory automation solutions and designs and manufactures a wide range of machine tools Hispano Carrocera is a Spanish bus manufacturing company in which Tata Motors has a 21-per cent stake Concorde Motors is a 100 per cent subsidiary retailing Tata Motors range of passenger vehicles Tata Motors Finance is a 100 per cent subsidiary in the business of financing customers and channel partners of Tata Motors.

TATA Indica-Technical specifications Tata Indica eV2 is the most fuel efficient hatchback from Tata Motors in India. It was launched on March 10th 2011. In the name Tata Indica eV2 e stands for economical. It is an upgraded version of Tata Indica V2. As per as the official reports of ARIA (Automotive Research Association of India), the new vehicle has capacity to generate 25 Kmpl. The price tag of this car stands at low compare to similar hatchbacks.

Tata Indica eV2 Engine Recently launched Tata Indica eV2 is loaded with new CR4 Common Rail Diesel engine that has a displacement of 1396 cc delivering 70 PS at 4000 RPM. The new CR4 engine has got massive power; compare to earlier model it has 32 percent of more power, 65 percent of increasing torque and 46 percent of better fuel efficiency. It is available in both petrol and diesel versions in domestic market. New Tata Indica eV2, a 5-speed Manual Gear Transmission hatchback holds an autonomous Wishbone, Semi-trailing Arm suspension in it.

Tata Indica

Tata Indica ev2 Interiors Tata Indica eV2 comes with extraordinary interior

features. The wide dashboard with quality AC vents provides you soothe even in the long journeys. It is a five-seater where you need not to agonize about space. Head and leg room is excellent compare to other similar models in India. The features like Single DIN music system with USB and AUX port, wooden finish for the centre console, Tachometer, New graphic decals on the front and rear door, power steering, armrests, gear Knob, body colored mirrors, elegant Dashing board, and Air condition adds much more comfort with good fuel efficiency. The seats inside the car look tiny yet it can give enough room to feel comfy. It has Shadow beige interiors which give airy and spacious feel. All the passengers will get adequate space and head rests to feel free.

Tata Indica eV2 Exteriors Tata Indica exterior features. The broad 14 inch alloy wheels looks sporty; it has got a new tail and rear bumper which makes the car even sportier. The aerodynamic design of the car allows air intake very freely. The smartly designed grille looks great having Tatas logo eV2 has awesome light cluster right at the centre. It looks very similar to Tata Nano from the rear. The plastic wheel arcs have been removed to give cleaner look. Tata Indica eV2 Safety Features Tata Indica eV2 is loaded with advance safety features like Seatbelts, ABS, child safety locks on rear doors, anti-submarine seats, collapsible steering column, Clutch to start feature, headlamp leveler, provision for rear fog lamps and side intrusion beam on all four doors. The electronic instrument cluster looks classy with all new tachometer with two trip meters that are equipped with light intensity controls etc make the car perfect.

Tata Indica eV2 Colors Tata Indica eV2 is available in mind blowing colors like Mint White, Apple Green, Arctic Silver and Neo Orange in India. Tata Indica eV2 Models Tata Indica eV2 is available in 4 models they are

Tata Indica eV2 L Tata Indica eV2 LE Tata Indica eV2 LS Tata Indica eV2 LX

Tata Indica eV2 Mileage - Tata Indica eV2 is the most fuel efficient car in India, it gives 18 Kmpl in City and 25 Kmpl in Highways. According to the official press release of the Company, This mileage of 25 kmpl is hinged on three technological advancements. 1) SMART EMS (Engine Management System) CHIP that involves perfectly calibrating every minute engine component to optimize functionality - Right from valve timing to compression ratios to pressure volume ratios, it flawlessly synchronizes every engine function to deliver this mileage. 2) MAXIMUM CHARGE COMBUSTION - An innovatively designed engine block and piston assembly that ensures effective intake and circulation of charge (mixture of air and fuel), thereby almost preventing friction between parts. The result is max combustion of charge, increased efficiency and power. 3) DRAG REDUCTION - Redesigned wheel arches and subtle alterations on the exterior combined with a lighter shell and engine have collectively contributed to making the car more aerodynamic, reducing the drag coefficient.

Tata Indica eV2 Price The diesel version of Tata Indica eV2 is in the range of Rs. 3.95 lakhs and Rs. 4.77 lakhs. Whereas the petrol version is price starts at Rs. 2.95 lakhs and goes up to Rs. 3.58 lakhs in India.

Tata Indica eV2 Competitors - Tata Indica eV2 directly competes with the models like ford figo, maruti wagonr, maruti swift, maruti santro and it also competes with the upcoming models like maruti cervo, honda brio, and toyota etios liva in indian market. Tata Indica eV2 Specifications Tata Indica eV2 comes with a powerful CR4 Common Rail Diesel engine that has a displacement of 1396 cc delivering 70 PS at 4000 RPM. It has extraordinary safety features like anti-submarine seats, collapsible steering column, Clutch to start feature, headlamp leveler, provision for rear fog lamps, Seatbelts, ABS, child safety locks on rear doors, and side intrusion beam on all four doors etc. It is capable to churn 25 Kmpl of mileage.

Tata Indica eV2 Maintenance Cost Tata Indica eV2 maintenance cost is very low; you will get 3 car services for free from Company. Tata has wide network around the country so you need not to worry about the spare parts. You will get guanine accessories of this model around the country. You may need to spend less than 7 thousand for general service like Oil change, Fuel Injector Cleaning, electrical work etc.

Tata Indica eV2 Ride and Handling While driving Tata Indica eV2 you will feel like touching the sky. The powerful engine generates excellent pulling power. Auto drive assist feature guarantees that the engine does not booth even if the foot is completely taken off the clutch pedal, allowing the driver to easily handle his foot to the accelerator when driving on undulating roads. Compare Tata Indica eV2 with other models Tata Indica eV2 vs Toyota Etios Liva The cost of both cars is very much similar. Toyota Etios Liva looks better than Tata Indica eV2, when it comes to mileage Tata Indica eV2 will be the best. compare tata indica ev2 and toyota etios liva on the Technical basis, features, Specifications, Price and Technical data.

Tata Indica eV2 vs Ford Figo Tata Indica eV2 is bit costlier than Ford Figo and it has very good pulling power along with the excellent fuel efficiency. Ford Figo looks great and it has won Car of the year award. Compare Tata Indica eV2 and Ford Figo on the Technical basis, features, Specifications, Price and Technical data.

Tata Indica eV2 vs Maruti Swift - Tata Indica eV2 churns better mileage than Maruti Swift and cheaper than it. Whereas Maruti Swift has got huge response from the customers and has won many awards and it looks amazing. Compare Tata Indica eV2 and Maruti Swift on the Technical basis, features, Specifications, Price and Technical data.

Tata Indica eV2 vs Maruti Ritz - Tata Indica eV2 is bit expensive than Maruti Ritz but it generates better mileage. Whereas Maruti Ritz looks awesome, it provides good leg and head space with advanced safety features. Compare Tata Indica eV2 and Maruti Ritz on the Technical basis, features, Specifications, Price and Technical data.

Tata Indica eV2 vs Maruti WagonR - Tata Indica eV2 is little costlier than Maruti WagonR with good fuel efficiency. Tata Indica eV2 has better look sportier with its 14 inch Alloy wheels whereas Maruti WagonR looks dump. Compare Tata Indica eV2 and Maruti WagonR on the Technical basis, features, Specifications, Price and Technical data.

Tata Indica eV2 vs Honda Brio - Honda Brio will be costlier than Tata Indica eV2 but looks impressive. The new Tata Indica eV2 has capacity to churn better mileage than Honda Brio. Compare Tata Indica eV2 and Honda Brio on the Technical basis, features, Specifications, Price and Technical data.

The Tata advantage Easy maintenance Broader service center Enhanced service Smooth and comfortable operation Reliable and durable performance Powerful turbo engine

Showrooms and Workshops Showrooms and Workshops are well equipped with latest technology and skilled manpower, Customer satisfaction is the prime Moto of the Company and an efficient team of highly experienced personnel do their best to understand the needs of a customer and then suggest the models best suited to his/her requirements. Special attention is given to the models that are popular choices.

Organization has a QUALITY MANAGEMENT SYSTEM Customer satisfaction is the main Moto of the company which gives an edge in the market and makes a brand image.

Organizational structure RAPL has got an edge with other competitors is just because of strong and efficient team headed by C E O. Company has made several departments with department heads for smooth functioning of business under a certain guidelines and certain set principles for smooth flow of system .

Marketing Department: The most important department is headed by the Sales Manager and local administration is in the hand of General Manager. Whole sales team are guided and motivated by the C E O of the Company who takes in principal decision of sales and makes sales policy considering market situation and other factors which helps sales manger to take decisions. Strong sales team with well coordination with the sales executives, Car sales in the market is one step ahead than other competitors and moreover customer satisfaction is also a key-note for market capture.

Delivery Department: Delivery In charge of this department takes care of the delivery of four wheelers. A Delivery Executive is also appointed to perform the delivery ceremony and make all efforts to make the delivery process quite social and memorable for the customer. Delivery department has also got key role to play.

Customer Care Department: Customer care Department is also important and sensitive department where customer satisfaction is the prime Moto of the company. Company is very much sensitive towards customer satisfaction. Customer care manager does timely PSF and keeps a track of all the customers and passes on information about new advancements from time to time. Customer care manager organizes regular customer meets and encourages more and more customers participation for sharing their car buying experience, learn more about safety tips and warranty clause etc.

Accessories Department: There is a accessories incharge in Accessories Department. Accessories incharge promote the accessories sale with special focus on MGA. Work of accessories Executive is to maintain the stock of accessories purchased and keep a record of the parts that are old he potential while/after delivery in the car. To do the fitting work, there are fitters under the Accessories Incharge.

Insurance Department: Insurance department looks after the new insurance plans that provide benefits to the customers. Insurance manager maintains record about new insurance schemes as well as the old ones. Insurance executive, who works for the renewal of existing insurance plan, assists him. This department also, has tele-callers to inform customers about the expiry of the insurance of their four wheeler and also about the prevailing offers and schemes for insurance renewal through insurance.

Finance and Accounts Department: Accounts and finance department is the important department, headed by Accounts Managers, controls all accounting, Tax and Banking matter of the Company. In this department support staffs like Accounts assistant ,Computer operator, Cashier looks after the day to day punching , Banking transactions and other financial transaction of the Company. Accounts department is the controlling department for companys income and expenses.

Human Resource Department Human Resource Department is headed by the Human Resource Manager (H R M). H R Manager has a key role to play in the company which consists to Hire and retain competent work force to achieve the goal of the Organization in an effective and efficient manner. Human resource Managers main duty is to look after the overall satisfaction of the employees. The H R executive helps to develop the potential of employees fully and motivate them to sharpen and improve their skills for better performance.

ORGANISATIONAL CHART SRM MOTORS PVT LTD Vikas Nagar Ring Road, Lucknow

Designation Managing Director General Manager: Accounts Manager Sales Manager Human Resource Manager True Value Manager Insurance Manager Work Manager Accessories Manager Spare Parts Manager

Accounts Manager: Accounts assistants Computer Operators Sales Manager: Team leaders: Dealer Sales Executives (DSE) Resident Dealer Sales executives (RDSE) Human Resource Manager H R assistant True Value Manager True Value evaluators Customer Care executive.

Insurance Manager: Tele Callers Computer operators Insurance assistants. Works Manager : Supervisors: Mechanics Electrician Asst. Mechanic

Accessories Manager: Accessories Asst.Staff. Spares Parts Manager: Asst. in spares parts.

Sales Hierarchy
Director/C.E.O

HR Department Chief Of Operations

Accounts Department

Telecallers

DSSM

Receptionist or Showroom Hostess

Sales manager (Car)

Sales Manager (UV)

Asst. Sales Manager

UP Country

Aria CRO Delivery Officer Safari

Nano

Flat

Indica

Vista

Indigo

Manza

Grande

TL
Sales executive

TL
Sales executive

TL
Sales executiv e

TL
Sales executive

TL
Sales executive

TL
Sales executive

Venture

Service Hierarchy
Director/C.E.O

HR Department

Chief of operations

Accounts Depart ment

G.M Service

CRM

WORKS MANAGER

Receptionist

CRO

Service Adviser

Tele Caller

Team Leader Spare parts Department Job controller Technician

KEY STAFF

Company Name: SRM Motors Pvt. Ltd. Address: 11/CP-2 Ring Road, Vikas Nagar, Lucknow 226022 Email:srm@srm-motors.com Type: Private Founded : 4 july 2010Key People: Mr. Piyush Agarwal (Managing Director) COO- Mr. Y.N Shukla Managerial Hierarchy SRM Motors Pvt.Ltd Managing Director - Mr. Piyush Agarwal General Manager (COO) - Mr. Y.N Shukla Human Resource Manager - Ms. Anupam tiwari Sales Manager - Mr. Arindam Ghosh (UV) Mr. Arya Vishwash Dwivedi (Car) Dealership Sales Satisfaction Manager (D.S.S.M) - Ms. Swati Samrat Workshop Manager - Mr. Pankaj Malviya Accounts Manager - Mr. Mukesh Sinha

WORKSHOP MANAGEMENT Mr. Pankaj Malviya Service Advisor/ Supervisor Mechanic Mechanic Jr.Mechanic Electrician> denter painter Predelivery Inspection Customer Care Manager Accidental Unit Customer Manager Back Office

Duties and Responsibilities of the Staff To sale maximum vehicles. To maintain all the a/c with honesty. To create healthy environment in the organization. To co-operate with each other in the organization. To maintain good relation with the customers.

To be in the office at right time.

To provide all the facilities and services to the customers which are given by Company to their customer? To complete the target of selling vehicles of dealers.

MARKETING RESEARCH Marketing research plays an important role in the process of marketing starting with market component of the total marketing talks. It helps the firm to acquire a better understanding of the consumers, the competition and the marketing environment.

Definition Marketing research is a systematic gathering, recording and analysis marketing problem to facilitate decision making. - Coundiff & Still. Marketing research is a systematic problem analysis, model building and fact finding for the purpose of important decision making and control in the marketing of goods and services. -Phillip Kotler. Main Steps Involved In Marketing Research Defining the Marketing Problem to be tackled and identifying the market research problem involved in the task.

Define the problem and its objectives. Identify the problem Determine the information needed. Determine the sources of information. Decide research methods. Tabulate, Analyze and interpret the data. Prepare research report. Follow-up the study.

Define the problem and its objectives: - This includes an effective job in planning and designing a research project that will provide the needed information. It also includes the establishment of a general framework of major marketing elements such as the industry elements, competitive elements, marketing elements and company elements.

Identify the problem: - Identifying the problem involves getting acquainted with the company, its business, its products and market environment, advertising by means of library consultation and extensive interviewing of companys officials.

Determining the specific Information needed :- In general the producer, the manufacturer, the wholesaler and the retailer try to find out four things namely :What to sell When to sell Where to sell How to sell

Determine the sources of information:(a) Primary Data: - Primary datas are those which are gathered specially for the project at hand, directly e.g. through questionnaires & interviews. Primary data sources include company salesman, middleman, consumers, buyers, trade associations executives & other businessman & even competitors.

(b)Secondary Data:- These are generally published sources, which have been collected originally for some other purpose. Source are internal company records, government publication, reports & publication, reports & journals, trade, professional and business associations publications & reports.

Decide Research methods for collecting data :- If it is found that the secondary data cannot be of much use, collection of primary data become necessary. Three widely used methods of gathering primary data are A) Survey B) Observation C) Experimentation

A) Survey Method: - In this method, information gathered directly from individual respondents, either through personal interviews or through mail questionnaires or telephone interviews.

B) Observation Method: - The research data are gathered through observing and recording their actions in a marketing situation. This technique is highly accurate. It is rather an expensive technique.

C) Experimental Method: - This method involves carrying out a small scale trial solution to a problem, while at the same time, attempting to control all factors relevant to the problem. The main assumption here is that the test conditions are essentially the same as those that will be encountered later when conclusions derived from the experiment are applied to a broader marketing area.

D) The Panel Research:- In this technique the same group of respondents is contacted for more than one occasion, and the information obtained to find out if there has been any in their taste demand or they want any special quality, color, size, packing in the product.

a) Preparation of questionnaire b) Presetting of questionnaire c) Planning of the sample Tabulate, Analysis and Interpret the Data:The report must give/contain the following information:a) The title of research b) The name of the organization for which it has been conducted The objectives of research The methodology used Organization and the planning of the report A table of contents along The main report containing the findings Conclusion arrived at end recommendations suggested Appendices (containing questionnaire / forms used, sample design, instructions)

RESEARCH DESIGN Advertising is a paid form of non-personal presentation and promotion of ideas, goods or services by an identified sponsor. RESEARCH PROBLEM Seek the general perception of consumer towards commercial vehicles. To find the performance of vehicles vis--vis other Brands. To know the consumer psyche and their behavior towards the car. RESEARCH OBJECTIVES & related sub objectives To know the earning (liability) of Tata Nano To know awareness of people towards passenger vehicles. To know which passenger vehicle is most liked by the consumer To know which advertisement tool is mostly preferred by people. To know the preference of TATA Nano with comparison to other competitive brands. To know the market share of Tata Nano Choice of research design alternatives & choice The two general types of research are: Despite the difficulty of establishing an entirely satisfactory classification system, it is helpful to classify marketing research on the basis of the fundamental objectives of the research. Consideration of the different types, their applicability, their strengths, and their weakness will help the student to select the type best suited to a specific problem. Exploratory research Exploratory research seeks to discover new relationship, emphasis on discovery of ideas. Marketing researches devote a significant portion of their work on exploratory studies when very little is known about the problem being examined.

Conclusive research Conclusive studies attempts to determine the frequency with which something occurs or the relationship between two phenomenons. Usually conclusive studies assume certain under underlying characteristics of the market or have some precise statement of research questions/hypothesis. Research instrument used - details & why? If one wants to know what type of dentifrice people use, what they think of, television commercials, or why they buy particular brands of cars, the natural procedure is to ask them. Thus, the questionnaire method has come to be the more widely used of the two data collection method. Many consumers are now familiar with the telephone caller who greets them with We are making a survey, and then proceeds to ask a series of questions. Some interviews are conducted in person, others by telephone, and others by mail. Each of these has its special advantages and disadvantages and limitations. The questionnaire method in general, however, has a number of pervasive advantages and disadvantages. Discussion of particular variations will be more meaningful if these characteristics of the general methods are brought out first.

A questionnaire consists of list of questions to be asked from the respondents and the space provided to record the answer / responses. Questionnaire can be used for the personal interviews, focus groups, mails and telephonic interviews. The choice among these alternatives is largely determined by the type of information to be obtained and by the type of respondents from whom it is to be obtained.

The common factor in all varieties of the questionnaire method is this reliance on verbal responses to question, written or oral.

Questionnaire in the project consists of: Multiple choice questions Open end questions Dicthomus

Multiple choice questions: Questions of this type offer the respondents an alternative to choose the right answer among others. It is faster, time saving and less biased. It also

simplifies the tabulating process. Open end questions: In this type respondents are free to answer in their own words and express the ideas they think are relevant, such questions are good as first questions or opening questions. They introduce the subject and obtain general reaction.

Dicthomus: These are the questions which are Boolean in nature. These answers are straightforward and respondents have to answer them in a straight way. That means the answer can only be either Yes or No.

Sampling Technique Used & Sample Size Sample design is a definite plan of obtaining some items from the whole population. The sample design used in this project is two state sampling i.e. Cluster and convenience. In the probability sampling methods, each items in the sample is chosen one at a time from a complete list of universe elements. In marketing research practice, it will sometimes be more expedient to select clusters or groups of universe elements, rather than to choose sample items individually. Sampling methods in which universe elements are chosen in groups ---- rather than individually -- are called cluster-sampling methods. They are widely used in the sampling of human populations. When no complete universe listing exists, a type of sampling is called area sampling may be the only practically feasible form of probability sampling. Non-disguised, structured techniques The non structured techniques for attitude measurement are primarily of value in exploratory studies, where the researcher is looking for the salient attributes of given products and the important factors surrounding purchase decisions as seen by the consumer. Structured techniques can provide a more objective measurement system, one which is more comparable to a scale or a yardstick. The term scaling has been applied to the efforts to measure attitudes objectively, and a number of useful scales have been developed. Sampling methods Sample design is a definite plan of obtaining some items from the whole population. The sample design used in this project is two state sampling i.e. cluster sampling and convenience sampling. The total sample size was 100. Cluster Sampling Here the whole area is divided into some geographical area and a definite number of consumers were to be surveyed.

Sampling 1. Sampling Technique: Non probability sampling

(A non probability sampling technique is that in which each element in the population does not have an equal chance of getting selected) 2. Sample Unit: People who buy passenger car available in retail outlets, superstores, etc 3. Sample size: 100 respondents (Age ranging between 20 yrs to 50 yrs) 4. Method: Direct interview through questionnaire. 5. Data analysis method: Graphical method. 6. Area of survey: Lucknow District. 7. Timing of survey: 10.00 am to 6.00 pm

Method used for data collection-field work Questionnaire was prepared keeping the objective of research in mind. Questions were asked to respondents as regards to their willingness to purchase passenger car. The help of questionnaires conducted direct interviews, in order to get accurate information. In order to get correct information I had to approach consumers ranging from 23 yrs to 70 yrs. I visited as many respondents as I can and asked them their real likings about any passenger car and also got an idea, how a passenger car should be?

Limitations There is Limited time available for interviewing the respondents. As a result of this it was not possible to gather full information about the respondents.

As summer training is going under summer season so sometime people

are less interested in filling up questionnaire. If the respondents answer does not falls between amongst the options

given then it will turn up to be a biased answer. Some respondents do not tell their actual details.

My Findings There are equal numbers of people who are self employed and in service. During the survey I found that still there are 50% people who were not having any passenger car. Most of the people said indica fits in the city traffic During the survey I found that young people are more attractive towards feature of the model. I found that most of the people have a TATA companys car. 80% people satisfy with the performance of car. In my finding TV channel is more effective media for advertisement. Comparison of model is more effective advertisement.

Suggestions Tata has always been a product centric company. Its no way a consumer oriented company. It is visible from all the passenger products it has launched. The only advantage it enjoys presently is its first mover advantage but it cant enable you to sustain competitive advantage for a longer period. Nano and Indica good initiatives but where are the looks of a passenger car. Look at the roof, the positioning of tail lamps, indicator positioning of headlamps, no side indicator in Nano etc. the difference between a transport vehicle and a passenger must be evident strongly.

Conclusion Tata is one of the biggest Automotive Industry of India. It has a great goodwill in the Automotive Market. There are many big automotive companies are in the Indian Automobile Market.

Advertisement is more effective tools for sales of passenger car. So Advertisement plays an important role to purchase a car.

According to my survey young people are more influence by advertisement for purchasing the passenger car. In this age group the people more like and believe the advertisement which shows feature of the model it means what is the speed, looks, mileage etc.

In my conclusion TV channel is more effective media for giving the advertisement.

COMPETITORS
India's largest industrial conglomerate, Tata Group runs more than 90 companies with activities ranging from manufacturing and chemicals to consumer products and business services. Auto maker Tata Motors made big news with its ultra-cheap Nano car and its acquisitions of Land Rover and Jaguar from Ford in 2008. Tata Motors believes in technology for tomorrow. Their products stand testimony to this. their annual expenditure on R&D is approximately 2% of our turnover. They have also set up two in-house Engineering Research Centers that house India's only Certified Crash Test Facility. They ensure that our products are environmentally sound in a variety of ways.

SWARAJ MAZDA
Swaraj Mazda Limited. The Company's principal activity is to manufacture and sale of commercial vehicles and spares for both goods and passenger applications. Swaraj Mazda is a joint venture of Swaraj Enterprise and Mazda. Swaraj symbolizes best Indian technology and engineering, and Mazda has R&D and

innovation edge on global scale. The company produces vehicles for goods and passenger applications, such as Bus, Ambulance, Water Tanks, Trucks, etc. The company introduced indigenously developed bus in 1987. They

manufactures Light Commercial Vehicles like Ambulance, Police personnel carriers, Trucks, Buses, water tankers and special vehicles.

The company exports its products to various countries like Bangladesh, Kenya, Tanzania, Nepal, Zambia, Ghana, Ivory Coast, Rwanda, Seychelles Syria and Jordan.

TECHNOLOGY
MAHINDRA MAXXIMO MINI TRUCK DEBUTS IN SOUTH INDIA Mahindra & Mahindra Ltd. today announced the launch of the Maxximo, 0.85 tonne capacity mini-truck, in Southern India. Maxximo will be available at Rs. 2.87 lakh (BSIII ex-showroom price in Karnataka). Maxximo is powered by the worlds first 2-cylinder C2 CRDe engine with DOHC technology and 4 valves per cylinder. In north, west and east regions of the country, the Maxximo, has

gained a market-share of 23%. Maxximo comes with Mahindras guarantee of a Zero Maintenance Offer. This is valid for the first year or 40,000 km.

TATA
The MN 49 and MN 40 have been developed keeping the unique requirements of the Indian market in mind. They incorporate Navistars MaxxForce engine which has been proven across the world for power and fuel efficiency. Their spacious and ergonomic design coupled with a better power to weight ratio and a high load carrying capacity makes them ideal for quick delivery of goods.

Swot Analysis
STRENTH
company has establish a good brand name and market value is very high it give highly competitive advantage to the company. Major proportion of Customer loyalty toward the TATA products.

TATA product specially design for price sensitive customer more comfortable reliable in term of body, engine and other facture and more economic in term of mileage and

maintains. TATA take strategic and competitive advantage to acquisition of foreign automotive companies across the world.

Weakness
Tata automotive ltd is not well established in the field of heavy commercial vehicles there is only one product Mahindra Navistar launch recently in the market . Customer face problem is the field easy availability of spare part of the vehicles in the market. There is some technical fault in the clutch and break system

(hydraulic break) that are not convenient to operative for a driver.

Opportunity
Tata has great opportunity in the field of heavy commercial vehicle In the field of sport utility vehicle it has going to acquire Ssasangyung Utility vehicle

It has great opportunity in the field of two wheeler segments now it Introduction its 2wheeler in the market but future prospect is very beneficial It can use some power/fuel saving technology hybrid power technology to revel with other competitors. It has vast scope to expected in international market

Threat
Govt. usually changing policies regarding to the technology that has been used such as BS-1, BS-2 now go for BS-3 this the threat for company to introduces new technology survive in the market . Companies competitors are in very strong position such as

Ashoka Leyland, Tata, Eischer, Swarj Majda ,Forcemaan etc. They have strong base in the field of HCV/LCV customer known them for strong durability but Mahindra hold strong position in field of utility and passenger vehicle Trend of merger and acquisition can create problem for existence of the company in future market.

SCOPE OF STUDIES
Need for measuring customer satisfaction. Customers are too good to lose ---------- Lets keep them happy! Customer is the king. In the era of cutthroat competition and economic recession, above axiom has more importance than ever before.

Marketing starts with the customer and ends the customer. Peter Drucker. So no organization, small or big ignores the customers. Earth is not the center of universe but revolves around the Sun . -Copernicus.

Similarly, we have come to believe that business firm is not the center of economic universe but revolves around the customer. Build customer and not only products.Building customers is not a single step exercise but a process ------.

RESEARCH METHODOLOGY
INTRODUCTION

Research is an art of scientific investigation through search for new facts in any branch of knowledge. It is a moment from known to unknown. Research always starts with a question or a problem. Its purpose is to find answers to questions through the Application of the scientific method. It is a systematic and intensive study directed towards a more complete knowledge of the subject studied. As marketing does not address itself to basic or fundamental question, it does not qualify as basic research. On the contrary, it tackles problems, which seem to have immediate commercial potential. In view of the major consideration,

marketing research should be regarded as applied research. We may also say that marketing research is of both types Problem solving and problem oriented.

Marketing research is as systematic and objectives study of the problems pertaining to the marketing of the goods and services. It may be emphasized that it is not restricted to any particular area of marketing, but is applied to all the phases and aspects.

METHOD OF DATA COLLECTION

1) Data to be collected.
Data includes facts and figures, which are required to be collected to achiever the objectives of the project. In order to determine the presentposition and satisfaction of customer of TATA MOTORS ltd. a) Primary Data The data that is being collected for the first time or to particularly fulfill the objectives of the project is known as primary data. These types of data were, The market share of TATA MOTORS ltd. The market share of other brands available in the market. Responses of consumer. Identifying pros and cons of the brand.

The above primary data were collected through responses of prepared for them. consumer was conducted through questionnaires

b) Secondary Data Secondary data are that type of data, which are already assembled and need not to collected from outside. These types of data were i) Company Profile ii) Product Profile iii) Competitors Profile The aforesaid data were collected through Internet and company s market report. 2) Data Collection Method For given project, the primary data, which needed to collect for the first time, were much significant. This type of information gathered through Survey technique, which is the most popular and effective technique for correct data collection. The survey was completed with the use of questionnaires.

- Questionnaire for consumer. 3) Sampling Sample is the small group taken under consideration from the total group. This small group represents the total group. In the project the market research,

which was ask to be studied was Lucknow region but as it was possible to approach all the respondent s customer of the city, hence a sample was selected which represents the lucknow city. The areas selected for the sample are present further in the appendix. Sample size of customer list was taken from Mahindra Dealership office, customer data basic. 4) Data Evaluation The data so collected were not simply accepted because it contained unnecessary information and over or under emphasized facts. Therefore only relevant data were included in the report, which helped in achieving the objectives of the project.

DATA ANALYSIS

Satisfaction Level of Customers of Mahindra Automotive Ltd. Basis of different Parameters like Product Quality, Service Quality, Other facilities Provided by the Mahindra to its customer . DI3200 CRX 80% 84% 65%

Product Name

Product Quality Quality Service Other Service

Study says that Out of 100 customer, 80 customers are satisfied with Product Quality of DI3200 CRX, 84% customer satisfied with Service Quality of Company, and 65% are Satisfied with Other Service like Insurance, Spare Parts etc.

Product Quality of DI3200 CRX

Satisfied Dissatisfied Neutral

Out of 100, There are 80 % Customers are satisfied with product Quality of DI3200 CRX, 2% are Neutral Remain 18% are Dissatisfied.

Service Quality of DI3200 CRX

Satisfied Neutral Dissatisfied

Study Says that there are 84% customer Satisfied with Service of Mahindra DI 3200 CRX, 2% are Neutral and remain 12% Dissatisfied

Other Facilities Like Insurance, Spare Parts

70 60 50 40 30 20 10 0
Dissatisfied Neutral Satisfied

Study Says that 65% Customer are Satisfied with Other Facilities Provided By the Mahindra like Insurance. Spare Parts etc. 5% are neutral and 30 % are dissatisfied. Out of 100 Customers of Mahindra DI3200 CRX.

OBSERVATION AND FINDING

There are loyal customer of automotive that is a greats of assets of the company 37.5% respondents expect quality and other features from Mahindra 52% respondents satisfied with product given by Mahindra Automotive Ltd. Mahindra Passenger and utility Product demand high as compared to other Mahindra product of Lcv/Hcv Customer wanted high mileage low maintenance cost and powerful vehicle for long term 58% people preference to willing Mahindra product and believes its quality. Mahindra tractors are in leadership position across the world for

high mileage and low fuel consumption. Demand of school buses of Tata are very high in the market. DI 3200 model LCV are highly appreciable among customer, basically transportation of mandi products fruits vegetables and grain, intra city or intercity transportation at low cost.

There is no proper code of conduct in Tata dealership regarding Policies and procedures that can give sense of maturity. Delivery of vehicles to the customer by the Mahindra at the right given time. There is no proper schedule to demo of new products in the market that attract the customer. There are shortages of adequate marketing staff in the Dealership, which can approach customer properly at time to time.

CONCLUSION
A large chunk of our study based on customer satisfaction, how to make customer satisfy that become loyal for organization , because loyal customer is a assets for a company rather than only a just permanent customer. Now a days this exercise become the part of the practice of the every major organization to associate with customer basis of their loyalty .Mahindra Automotive Ltd has conscious values added product for satisfying the customer, basis of their

features through the product quality and durability,

foundation of relationship with customer and through the customer relationship management, Mahindra associate with customer with customer from their product loyalty toward customer in term of quality commitment and customer loyalty toward they believes in quality of product and quality of services that is provided to the customer. Dehradun Premier Motors Pvt. Ltd is the Indias largest Dealership of Mahindra Group, under the dealership there are two sub dealer across the Uttarakhand and numerous of service center for the purpose of associate with customer

From the study we find that customer are satisfied with Tata LCV product remaining some pitfalls. That is the low at universe that One can not become perfect but Tata going to become excellent in their field, Mahindra is concern for every aspect of market for their product taking to products quality, product feature product specification. Product durability, service of the vehicles and value added service that are providing to the customer and strong customer relationship management that are practicing to bind the customer with long term relation, study say now customer not being satisfied with companys product or service, company make them to satisfy to giving value with product. customer have big amount of expectation from their company due to throat cut competition in the market so there is no space for any mistake and default study say that DDPM is practice a lot to make customer satisfy, but this is not extreme, this is not end, journey is so long market is so vast, challenge are so high, but it should to recover its strength and over come its weakness through the best business and market practice Survive long, to come leadership positions, to reach to the last Mile stone of the success.

Tata Indica Vista Review

Tata Indica Vista the new variant of Indica from Tata Motors. The new model has evolved nicely since initial version of Indica to Xeta and now to Vista. Pick up any news paper, one gets to notice the ads of this new car almost everyday. Interiors have been focussed more on those ads as well as all new look and the stylish features. I visited the Concorde Motors near Dairy circle in Bangalore last week to take a look at this car and test drive the same. Since I reached the premises around 6:30pm, I couldnt manage to test drive the car. However, I had a good glance at the demo vehicle.

There are A slight central mid ridge on the bonnet is intended to give a Vshaped front but it resembles the styling of palio a product of Tatas partner Fiat. Upon opening the bonnet you get to see the Fiats popular 1.3L multi jet engine name Quadrajet. The same engine is in Swift too with the name of DDiS. The c510 gearbox is also sourced from Fiat. But when the indicas comfort and convenience combines with Fiats technology it could be lethal weapon against the likes of swift and i10. There are two other variants of this car apart from Quadrajet, one is Indica Vista TDI and the other being Indica Vista Safire. While Quadrajet(1.3L) and TDI(1.4L) are diesel engines while the Safire(1.2L) is a petrol engine. All these variants are available in 7 colors.

Sales person over there mentioned that the mileage of the Indica vista in city is around 16kmpl and in highway it goes up to 20kmpl for Quadrajet. Absence of ABS and Airbags in the Indica vista lets down the safety features of this car. The quality, comfort and convenience the Indica vista provides are pretty commendable. The boot space at the back and leg space for the back seats is very good compared to other models in the B+ category cars. There is a glove box that can hold even a laptop, under deck space to hold water bottles, cubby holes, wide door pockets and 60:40 foldable rear seats can give you the most comfortable journey that even a class above fails to offer. The front bucket seats are comfy, swaparound at some place to offer support ot every parts of your body. The driver seat is height adjustable. This car seem to be good value for money except that you wont get ABS and airbags when compared to Muruthi Swift. Here is the Ex-showroom price for various Tata India Vista variants in Bangalore as on 5th Sep 2008:

 www.google.com www.marketresearch.com Research Methodology.( Harper W.Boyd, C. R. Kothari ) News paper www.tatamotors.com.