PROJCT REPORT ON

“A STUDY ON CUSTOMER SATISFACTION AT

TVS MOTORS, KAMMANHALLI –BANGLORE”

Submitted in partial fulfilment of the requirement of Bachelor of

commerce degree course of Bangalore University

SUBMITTED BY:
AMAR GAIRE
(REG. NO. 15SKC41002)

UNDER THE GUIDANCE OF

PROF.ANUSHREE BANERJEE

PEENYA, BANGALORE-24
(Affiliated to Bangalore University, Re-accredited with NAAC Grade
A+)
2017- 2018
 STUDENT DECLARATION

I, AMAR GAIRE Register No. 15SKC41002 hereby declare that this project

report titled “A STUDY ON CUSTOMER SATISFACTION AT TVS

MOTOR, KAMMANHALLI, BENGALURU” is my original work submitted

in partial fulfilment of the requirements for Bachelor of commerce course of

Bangalore University under the guidance and supervision of PROF.

ANUSHREE BANERJEE .This has not been submitted earlier for award of

any other degree by Bangalore University or any other University.

AMAR GAIRE

Register no

15SKC41002
 ACKNOWLEDGEMENT

It gives me tremendous pleasure in acknowledging the valuable assistance

extended to me by various personalities, in successful completion of this
project. I express my deep sense of gratitude to Manager of TVS Motors for
providing me the valuable data for preparing this project and the Principal Dr.
KIRAN G REDDY and Head of Commerce & Management Department Dr.
B.M. RAMA MURTHY of Aims Institute for giving me this opportunity to
carry out this project. Words will be insufficient to express my feeling of
sincere and profound gratitude for the invaluable guidance provided by PROF.
ANUSHREE BANERJEE for the project. I am blessed with her kind guidance
for throwing full light on various aspects and their implications of the subject of
the study.

I am very thankful to my family members for their timeless and dedicated

accompany, motivation and support during the process of giving a definite
shape to this project.

I also thanks to all my beloved friends who have helped and encouraged me in
during the course of this project.
 CERTIFICATE FROM THE GUIDE

It is certified that this dissertation titled “A STUDY ON CUSTOMER

SATISFACTION AT TVS MOTORS, KAMMANHALLI –BANGLORE” is

based on an original project study conducted by MR. AMAR GAIRE of

6th semester BCOM under my guidance. He has attended the required
guidance session held.

This project has not formed a basis for the award of any Degree/Diploma
of any University or Institution.

Place: Bangalore PROF. ANUSHREE BANERJEE

Date:
 LIST OF CONTENTS

SL.NO CONTENTS PAGE NO.

1 CHAPTER 1: INTRODUCTION 1-16

2 CHAPTER 2: RESEARCH DESIGN 17-21

3 CHAPTER 3: COMPANY PROFILE 22-38

4 CHAPTER 4: DATA ANALYSIS AND 39-74

INTERPRETATION

5 CHAPTER 5: SUMMARY OF FINDINGS AND 75-77

CONCLUSION
5.1 SUMMARY OF FINDINGS
5.2 CONCLUSION

6 CHAPTER 6: SUGGESTIONS

ANNEXURES

BIBLIOGRAPHY
 LIST OF TABLE

TABLE PARTICULARS PAGE

NO. NO.

4.1 SHOWING THE RESPONDENTS ON THE BASIS OF 39

THEIR GENDER

4.2 SHOWING RESPONDENTS ON THE BASIS OF 41

THEIR AGE.

4.3 SHOWING ON THE BASIS OF THEIR 43

OCCUPATION

4.4 SHOWING ON THE BASIS OF THEIR MONTHLY 45

INCOME

4.5 SHOWING RESPONDENTS ON THE BASIS OF 47

QUALITY.
4.6 SHOWING THE ATTRIBUTES AFFECTING THE 49
BUYING DECISIONS.

4.7 SHOWING THE PERCEPTION OF THE 51

RESPONDENTS ABOUT
THE PRICE OF TVS
4.8 SHOWING HOW OFTEN RESPONDENTS FACE 53
PROBLEM WITH TVS
MOTORS
4.9 SHOWING NUMBER OF RESPONDENTS 55
ACCORDING TO THE FACTOR THEY
CONSIDERED THE MOST IN CHOOSING TVS
MOTORS

4.10 SHOWING NO OF RESPONDENTS ACCORDING 57

TO THEIR PREFERENCE RATING.

4.11 SHOWING NO. OF RESPONDENTS OWNING 61

OTHER BIKES

4.12 SHOWING THE OPINION OF RESPONDENTS 63

ABOUT THE QUALITY OF TVS VEHICLES.

4.13 SHOWING NO. OF RESPONDENTS ACCORDING 65

TO THEIR LIKINGS ABOUT TVS BIKE

4.14 SHOWING NO. OF RESPONDENTS ACCORDING 67

TO THEIR SATISFACTION LEVEL

4.15 SHOWING NO. OF RESPONDENTS ACCORDING 69

TO THEIR LIKING AND COLOUR

4.16 SHOWING NO. OF RESPONDENTS ACCORDING 71

TO THEIR OPINION ABOUT AFTER SALES
SERVICE.

4.17 SHOWING WHETHER THE RESPONDENTS WILL 73

SUGGEST THEIR FRIENDS TO
BUY TVS.
 LIST OF GRAPH

GRAPH PARTICULARS PAGE

NO. NO.

4.1 SHOWING THE RESPONDENTS ON THE BASIS OF 40

THEIR GENDER

4.2 SHOWING RESPONDENTS ON THE BASIS OF 42

THEIR AGE.

4.3 SHOWING ON THE BASIS OF THEIR 44

OCCUPATION

4.4 SHOWING ON THE BASIS OF THEIR MONTHLY 46

INCOME

4.5 SHOWING RESPONDENTS ON THE BASIS OF 48

QUALITY.
4.6 SHOWING THE ATTRIBUTES AFFECTING THE 50
BUYING DECISIONS.

4.7 SHOWING THE PERCEPTION OF THE 52

RESPONDENTS ABOUT
THE PRICE OF TVS
4.8 SHOWING HOW OFTEN RESPONDENTS FACE 54
PROBLEM WITH TVS
MOTORS
4.9 SHOWING NUMBER OF RESPONDENTS 56
ACCORDING TO THE FACTOR THEY
CONSIDERED THE MOST IN CHOOSING TVS
MOTORS

4.10 SHOWING NO OF RESPONDENTS ACCORDING 60

TO THEIR PREFERENCE RATING.

4.11 SHOWING NO. OF RESPONDENTS OWNING 62

OTHER BIKES

4.12 SHOWING THE OPINION OF RESPONDENTS 64

ABOUT THE QUALITY OF TVS VEHICLES.

4.13 SHOWING NO. OF RESPONDENTS ACCORDING 66

TO THEIR LIKINGS ABOUT TVS BIKE

4.14 SHOWING NO. OF RESPONDENTS ACCORDING 68

TO THEIR SATISFACTION LEVEL

4.15 SHOWING NO. OF RESPONDENTS ACCORDING 70

TO THEIR LIKING AND COLOUR

4.16 SHOWING NO. OF RESPONDENTS ACCORDING 72

TO THEIR OPINION ABOUT AFTER SALES
SERVICE.

4.17 SHOWING WHETHER THE RESPONDENTS WILL 74

SUGGEST THEIR FRIENDS TO
BUY TVS.