CHAPTER I ABOUT THE TOPIC

Customer Satisfaction Customer satisfaction is a persons feelings at pleasure or disappointment resulting from comparing a products perceived performance in relation to his or her expectations.

PHILIP KOTLER, marketing management, New Delhi, prentice Hall at India Pvt.Ltd, 1998, 9th edition.

Business has started releasing it. Earning profit is possible only through the customer satiscation. To satisfy that the customer their needone to be known order customer oriented marketing it becomes essential to know what the customer needs. This is only when information is collected from the customer needs. The marketer must see that customer with purchasing power constitute a potential market no sales can be made unless the customer. It is essential for the marketer to carry out the business in such a way that they give in many case customers need at a profit. In many case customers are ignorant about their needs, the marketer adopts the customers point of view and tries to make what they can sell. But now to sell what they can make. They become customer oriented. A manufacturer should study about customer satisfaction in relation to there need desire and then design to make the taste of to customers.

Secondly, customer does not buy the products services themselves. But for the pormiseof these purchases will do for them. Thirdly, the basic consideration, customer have unlimited desire but with limited purchasing the power while buying a customer choose the best produce at a reasonable price, which is based upon the objectives of pricing policies. Fourthly, customer images, while buying the customer is greatly influenced by their images of the brands of various competing sellers, tehj brand images and products personlities, for instance design colour package price etc.

CUSTOMER SATISFACTION OF SERVICES The service of a firm on the following five terms are: 1. Tangibles, i.e., the appearance of physical facilities equipment, personal and communication material. 2. Reliability, i.e., the ability to perform the desires, services, dependability and accuracy. 3. Responsiveness, i.e., the willingness to help customer and provide prompt services. 4. Assurance, as measured by compartence of the firm to deliver promised service depending and accurately. 5. Empathy, the caring and individualized attention that the firm provides to its customers.

It is important to note that the customer satisfaction is a dynamic force with potential to fuel self reinforcing relationship with the firm. An increased customer satisfaction through high service quality delivered by a firm leads the customers to increase usageof the firms service relative to its comperitors. To create this self reinforcing process one has to appreciate that there are two important players in a firms profitability generation i.e., the customer and the firm itself. It is also a fact that the firm has to invest higher resources in improving the services quality unfortunately may firms in India still drag their feet on these dimensions and therefore customer friendly policies and to be adopted to make the services customer oriented. We need to appreciate that these customer friendly polices motivate and empower the employees to serve customer better and there by deliver premium quality of service, which only helps the firm to increase sales volume, get a price premium and maximize profits and market scheme. Modern marketing The procucers of the last century had littlefor the customer, now the production is carried on in large quantity, the manufacturer profucers more than what he society needs, the marketer appears in the market and more arise competition. The customer, who comes in the last stage, accepts the goods, there is as alternative but the situation was changed, market has developed from national to intenational competition is the order ofr tahe day. Being with the customer and end with the customer, marketing research starts at the stage, though market research information of current needs can be known. Levity instead of focusing tyo market what is easiest for us to make we must find out much more about what the customer is willing to buy. In other works. We must apply our creativeness more intelligently to peo;oe and their want and needs reather than to products.

Marketing Research: Marketing research is defined and the systematic, objectives and exhaustive search for the study of the facts relevant to any problem in the field of marketing. Marketing research may be described as a method of getting facts to be described as a method of getting facts to be described as a method of getting factors to be used by the executive in formulation policies and plans it can be defined as the systematic search of information. It involves data collection research cannot draw decisions, analysis and interpretation, but it helps the markets in the task of decision-making, a successful executive will never depend upon guess work. He looks for more accurate information through research. The main idea of marketing research is to know more about the consumers, declares and producer, as the business grows, the distance between the manufacturer and consumers also widens. The management depends upon the marketing research as a tool is solving the marketing problem. It help;s in taking a faithful an efficient decision as to the flow of goods and sevices in the hands of two customers. The research mainly focuses the study to determine marketing is th total system business activities designed to plan price, promote and distribute want satisfy goods and services to present and potential customer. Customer perceived value: Our premise is that customers will buy from the firm that hey see as offering th highest perveived value. Customer perceived value (CPV) is that is the difference between the prospective customers evaluation of all the benefits and all the costs of an offering and the perceived alternatives. Total customer value is the perceived monetary value of the bundle of economic, functional, and psychological benefits customers expect from a given market offering. Total customer cost is the bundle of cost customers expects to incur in evaluating, obtaining, using and disposing of the given market offering.

COMPANY PROFILE The TVS Group is Indias leading supplier of automotive components and one of the countrys most respected business conglomerates synonymous with trust, dependability and total quality.

Originating as a transport company in 1911 at Madurai, it now comprises over 29 companies that operate in diverse fields like automotive component manufacturing, automotive dealerships and electronics. The annual turnover of the company exceeds Rs.2100 Crores. Over 5000 employees are working in the company. The customer confidence in the group has been built up through eighty years of correct evaluation of needs, prompt and courteous service state of the art technology. The TVS group has joint ventures with world leaders in the automotive field, most of which have the ISO 9000 accredition. With an Impressive history and impeccable performance statistics, the TVS group continues ot blaze new trails. The three divisions of the company are Madras Auto Service Sundaram Motors and TVS

These are responsible for sales, service and parts dustuibution. With over 100 outlets and 400 sales executives spread all over the country, TVS sells Ashok Leyland and Mahindra & Mahindra trucks in the commercial and utility vehicle segment and the entire range of Premier Automobiles and Premier Peugeot cars in the passenger segment. In addition, TVS also distributes spares to market, engines to earthmoving and agricultural equipments, cranes loaders, forklifts, garage equipments, tools and paint booths. With experienced end courteous sales staff always within the reach of prospective customers TVS vehicle sales have broken new records. To support the sales activity TVS prides itself on an excellent service and parts infrastructure. Further TVS ensures finance availability. This synergy has resulted in the highest degree of customer loyalty and satisfaction. TVS is the single largest distributor of parts in India. Thirty five thousand line items are procured from over seventy suppliers stored and distributed through state of th art warehouse systems to the entire nation. T he in house custom developed software further enhances th effectiveness of th distribution systerms. Today the company caters to more than 1,00,000 dealers, fleet operators and garages enjoying a market share of over 50% of the aftermarket, TVS expanded its operations to Sri Lanka, Bangaladesh, Middle East and Africa. Service has always been the cornerstone of TVSs distribution success. Suppoted by advanced diagnostic and repair equipment, TVS has always paid particular attention to service coverage. AT TVS, the only aim of service personnel is to ensure customer delight. Pioneering the service effort TVS have Mobile service vans equipped wit5h special tool and trained mechanics to reach remot locations to provide service At your door. On hand for every customer are 2200 woking days for vehicle servicing. In addition to 24 hour breakdown service, TVS also offers facilites for night service.

All the outlets are equipped with state-of-the-art diagnostic and repair equipment. With capacity ot overhaul 3000 engines with comlete reconditioning facilities, over 400 service technicians and a training institure to develop knowledge and skill of employees, TVS is truly unique when it comes to service support. Underlying the success of the group is an ethos of commitment to the values of Quality, Service and Reliability. automotive industry. Continuous innovation and close customer interaction have enabled th Group to consolidate its position at the lending edge of the

WHEELS INDIA Wheels India was set up as a joint venture between TVS and Sunlop, UK in 1969. The company supplies wheels as Original Equipment to all major vehicle manufacturers in the country. Wheels India is entering into collaboration with Titan, the world leader in off-highway vehilcle wheels relation to earth moving, construction and agricultural equipment. Manufacturing Plants are located at Chennai, Tamil Nadu, Rampur, UP and Ranjangaon, Maharashtra. Wheels India has a workforce of 1200. The company produces Wheels for commercial vehicles, cars, jeeps, tractors, construction equipment earthmover and defense vehicles, wire wheels for export end air suspension. Companys service infrastructure includes: 4-hour emergency breakdown service 2200 working days feo servicing Night service Capacity to overhaul 3000 engines Complete recontioning facilities

 400 service technicians

Companys Outside Operations A Joint Venture (JV) established in 1995 by TV Sundaram Iyengar & Sons Limited, Asia Match Company Limited, Ahok leyalnd Holdings Limited, and Ashok Leyland Investments Limited from India with Worldwide Enterprises Pvt. Ltd of Sri Langa. The commercial operations are commenced from 1997 and within the fouryear period, the Company has established a vast network of over 60 dealers avross the length & breadth of the Country. Initially the focus was on distribution of genuine replacement parts for Ashok Leyland and Tata commercial vehicles from Quality auto component manufacturers from India, the JV is now looking at expanding the scope of disturbution to cover distribution of spare parts for Japanese vehicles also. The turnover during the year 2000-01 touched Rs.150 Million. T he core strength of the company is its lartge supplier bae from India and vast network of dealers. Erstwhile known as Unipart TVS Limited, the JV established in 1997 has been renamed as TVS Automotive Europe Limited to reflect the changes made in the shareholding structure. The company is promoted by T V Sundaram Iyengar & Sons Limited from India with JBE Ltd in UK and is primarily engaged in distribution of automotive eomponents and other engineering products sourced primarily from India. The company covers United Kingdom and Western European Countries and is a single contact point for potential buyers who want to source a range of components from different manufacturing companies in India. Turnover for the year 2000 exceed 1 Million GDP. The company has plans to expand the scope of sourcing to neighboring Asian countries also in the near future. CUSTOMER CARE All the operations are geared towards ensuring that customer satisfaction is maximized. Continues expansion of network ensures that the customers have

convenient access to a TVS outle. Coimpany has alsot pioneered the concept of mobile vans that provide service for customers at remote locations.

Experienced, courteous and well-trained staff ment are in all showrooms and service centres. Companys objective, always, is to ensure that all interactions culminate in a memorable experience. It is this emphasis on customer care that has helped to retain and expand the loyal client base.

Outlets: Sundharam Motors Our dealerships include a large range of Heavy Duty,Medeam and Light commercial vehicles,MUV sand Cars.We represent leading manufactures like Ashok ley land,Fiat,Mahindhra&Mahindra,Ford,Honda and Mercedes Benze.We also offer a wide range if industrial equipment from Escorts. With over 100 outlets and 400 sales executives spread over the country,we seek to offer new levels of customer service and satisfaction.Part of this initiative is our tie-up With leading finance companies that enables us to offer our customers a wide range of finance options. International oprations TVS has expanded its overseas operations with two companies,TVS Lanka,in SRI Lanka ,and TVS Automotive Erope limited ,in the UK. TVS Lanka A JV established in 19-5 by T.V.Sundharam iyengar&Sons Limited, Asia Match company limited , Ashok Leyland Holdings Limited, from India with Worldwide Enterprises Pvt.Ltd., of Sri Lanka.The commercial oprations where commenced from 1997 and whith in the four-year- period,the company has

established a vast network of over 60 dealers across the length and breath of the country.Initialy the focus was no distribution of genune replacement parts for Ashok

Leyland and Tata commercial vehicles from quality auto component manufactures from india, the JV is now looking at explanding the scope of distribution cover distribution of spare parts for Japanese vehicles also. The core strength of the company is its large supplier base from India and vast network of dealers. Multi Brand car Service Network TVS Xpress,a revolutionary concept with new millennium features,is the latest introduction from the TVSGroup for servicing new generation cars.The engeneering Know how of new generatioin cars like Santro,Indica ,Maroti,fiat Uno differs from each one and only an expert mechanic can undertstand its language,communicate with its technology and fix problems with its technology and fix problems with appropriate spares. CUstomer Care All oprations are geared towards insuring that customer satisfaction is maximized. Continuos expansion of our network ensures that our customers have convenient access to a TVS outlet.We have also pioneered the concept of mobile vans that provide service for customers at remote locations.

All showrooms and services centers are manned by experienced, coureous and well-trained staff. The objective , to ensure that all our interaction culminate in a memorable experience. It is this emphasis on customer care that has helped us retain and expand our loyal client base.

TVS Group The TVS group is indias leading supplier of automotive components and one of the countrys most respected business conglomerates. Originating as a transport company in 1911,it now companies over 29 companies that oprate in deverce fields like automotive component manufacturing, automotive dealrships and elctronics. Underlying the success of the group is an ethos of commitment to the values of quality ,service and reliability.Continuos innovation and close customer interaction have enabled the group to consolidate its position automotive industry. Axles India Limited Axles India was promoted by Sundaram Finance, Wheels India and Eaton corporation for the manufacture of axles for mediam and heavy duty commercial vechicles in India. Production of axle housings commenced in 1983. In latest production year ,axle housings coming out of Aries Indias two world class productin units exceeded 80,000 nos. Production and services Besides drive axle housings ,Axles India has in its range , capability for trailer axle beams and hub reduction axle housings. Drive heads for medium and heavy duty commercial vehicles are being developed now. at the leading edge of the

Break India Limited Breaks India was incorporated in 1962 as a joint venture between Sundaram TV

Iyengar and sons Ltd. and Lucas Industrial PIc.,(currently TRW) to

manufacture braking equipment for automotive and non-automotive applications. The companys Manufacturing plants are located at Chennai, Sholinghur and Polambakkam in tamil nadu,Nanjangudin Kamataka and Gurgaon in Haryana. Brakes Indian caters to over 60%of the domestic OEM markt, besides exporting its products to over 35 countries worldwide.its brake divition manufactures permanent mould dyecastings, Grey Iron and SG castings usings the Disamatic process. Sundaram polymers divition manufactures engineering plastic compounds for various applications. Products and services Foundation brake equipment comprising Brake Asemblies, Calipers, Rotors Tandem Master Cylinders, Boosters, Wheel Cylinders , Valves and other installation parts, Heavy Duty Breaks and clutch fluid to Dot.3 and Dot.4 specification, Permanent mould ferrous dye-castings,Grey Iron,SG castings and Engineering Plastics compounds. Customer care is at the centre of Ashok Leylands activities. Product The pan India network of Ashok Leyland serves customers in every part of the country. There are 3 streams of workshops for vehicles-Dealers, Authorized Service Centres and Highway repair centres-besides dedicated industrial and marine engines of Ashok Leyland. .dealers for servicing

Financing Ashok Leyland facilitates easy credit availability through special Finance Schemes (SFS)offered by accredited finance companies. Value Added Services Associate company, ACCL, and its division PL Haulwell Trailers (PLHT) are in-house resources for after-Chassis value additions in the form of Tipper bodies and trailers. Total Maintenance Solution Ashok Leyland offers comprehensive maintenance contracts for its Products, relieving the customers of all maintenance worries.

Tirukoilur Agency in TVS

TVS Sales and Service Agency is started in Tirukoilur on 1990and mainly focused TVS Goods sales and service. We offer good and quality service surround Tirukoilur, we get the main dealership from Shanthi motors in Kallakurichi. We have more than 20 years experience in that field, so provide good and satisfied service to people, this our motto. Quality Policy Since our Agency provide good service with time and mainly we have experienced Employees to delivered a good service to peoples more over we provide timely service & Prompt customers service. They are reinformed by periodic updating of technology, knowledge and systems through proper training and motivation. Employee level TVS Agency considered the employee as an assets of the agency there were around 11 employee in the Tirukoilur branch alone. Mr.Kumaravel is manager of TVS Agency from 1990 to till now. He is well experienced and good knowledge to maintain the agency and he friendly with employees.

Service Sales Accessories Service We offered good quality service with timely delivered the vehicles to

customers. Sales Mainly our vehicles & accessories are very good sale. Accessories All kinds of TVS accessories are available, now we are have all kinds of TVS Accessories so the customers cannot go some where else.

CHAPTER-II REVIEW OF LITERATURE

The review enable to have profound and deep insight into this field. The literature forms the foundation upon which concepts are newly built. The relevant studies, fact and figures including explanation from the published review have been includedin this chapter. James Engel (2001), Consumer behaviour means those acts of individual directly involved in obtained and using economic goods and services including the decision process that proceed and determine those acts. Vadivazhagan (2004), The present research attempted to identify the factors that are responsible before purchaseing the product and also to know the information regarding customer satisfaction and competitor analysis. From the analysis the researcher found that consumers are more aware of quality, price befor purchasing. Samlakama (2003). This study examines construction in terms of customer satisfaction in construction as perceived by two customer groups; public and private customers. Public customers were found to be less satisfied with the contractors performance than private customers. future. For a contractor, the main benefit of high customer satisfaction is opportunity to remain a customers potential partner in the

Ms.Oks ana Mont (2003). In the paper of customer satisfaction and its role of highlights the importance of customer relationships in the success of a business. Results of recent surveys are used to show this importance, and new trends of marketing that concentrate on customer procurement and retention are discussed. Smith Marshal (2000). Customer satisfaction measures the customer perceptions of how well the company delivers on the critical success factors and dimensions of the business. These usually include factors like service promptness, staff responsiveness, and understanding of the customers problem. Henry Dale (2002). His research conveys that despite all the market research and consumer behavior research of recent times, perhaps the best route to increasing customer satisfaction is that paved by small merchants of a less sophisticated era, when there was no discussion of company policy when a customer was unhappy, and the reasonable customer never, ever left unhappy with the solution. Milson (2003) found that several authors maintain that it is nothing short of folly to teach sales and marketing staffs the finer points of quality control in the manufacturing process, forgetting that it is these very people who have the most direct contact with the companies customers. Adrian Thompson (2002) that clients feel valued, wanted and loved when 1. Encourage face-to-dealings 2. Respond to message promptly & keep your clients informed

Kellye Whiteny (2006) Consumer Advocacy & customer satisfaction. The typical measurements around customer satisfaction of service delivery are customer advocacy or customer loyalty is typically very different and there are questions around willingness to repurchase and willingness to recommend to others. You can make a customer satisfied, but will they really recommend you to others, and will they really repurchase from you again?. Unless you ask those questions, you wont know. Theres nothing like the voice of the customer. Patrick OToole (2003) said that customer satisfaction is a key driver in a larger process of continual improvement at the business. And at some of the nations most respected companies, a strong program of customer satisfaction is in integral part of a disciplined Quality Assurance or Total Quality Management Program that guides their business.

CHAPTER III RESEARCH METHODOLOGY

OBJECTIVES OF THE STUDY 1. 2. 3. To know the customer satisfaction towards TVS bikes. To find out the factors influencing the purchase of TVS 100cc bikes. To suggest the recommendations to improve sales of TVS 100cc bikes.

LIMITATION OF THE STUDY 1. Information collected from the respondents is considered for analysis. As the respondents may be biased tro their vehicle say present research cannot that their opinions are fully correct. 2. Lack of co-operation and mis-leading answer from some sample respondents. 3. Since the present study is limited to the consumer of body town. The findings as may not be extrapolated to the state level / national level.

4.

The study is based upon the prevailing consumer behaviors. The consumer behavior may be modified according to time, fashion, technology, development, etc.

SAMPLE SIZE Sampling areA Sampling size RESEARCH DESIGN A research design is the arrangement of conditions for collection and analysis of data in manner that aims to combine relevance to the research purpose with economy by procedure, the research, design specifies the methods of data collection, sampling plan date analysis and interpretation. The research has taken the descriptive researchy descriptive research means describing he state of nature of facts as it at persent time. On the other hand, research methodology is a way to systematically solve the research problem. It may be understand as a science of studying how research is done scientifically methodology gives detail about various steps generally adopted by research in studying research problem along with the logic behind them. but also the methodology. COLLECTION OF DATA It is necessary for the researcher to know not only the research methods and techniques : : Tirukovilur 100

Primary data was collected by the investigator through with customer along with pre formulated pre tested questionnaire. The information regarding to customer satisfaction was obtained by interview schedule method with the help of questionnaire from the 60 respondents. Secondary data wer collected from records maintained by the web site of TVS Motot Co, www.tvs.motor.co.in

SAMPLING METHOD Structured undisguised questionnaire were used for collection of data. Three types of questions were included and they are mentioned below. Direct question Multiple choice question FIELD WORK First the researcher prepared a questionnaire and conducted a pilot study. On the basis of this study the questionnaire was modified. Then using the modified questionnaire are researcher conducted personal interview with 50 timers. The collected data were tabulated analyzed and interpreted. TOOLS OF ANALYSIS The following tools are used to analyze the data . Percentage Analysis

 Chi-squire test This is a univariate analysis where Chi-squire test tickler factor with different categories is calculated with percentage is one could get a fair idea regarding the sample and thereby that of population.

CHAPTER IV ANALYSIS AND ITERPRETATION

Table 1 Qualification of Respondent

Qualification PG DEGREE HSC/SSLC/ITI OTHERS TOTAL

No.of Respondent 15 23 25 37 100

% of Respondent 15 23 25 37 100

Interpretaion:

The above shows that 15 %of respondents are post graduate, 23% respondents are degree holder, 25% respondents having higher secondary or ITI holder and rest 37% respondents having other degree or illiterate.

Chart 1 Qualification of Respondent

40 35 30 25 20 15 10 5 0 PG DEGREE ITI 15 15 23 23 25 25

37 37

OTHERS

No.of Respondent

% of Respondent

Table 2 Profession of Respondent

Qualification Business People Employee / Professional Agriculturalist Other Total

No.of Respondent 19 28 22 31 100

% of Respondent 19 28 22 31 100

Interpretaion: The above shows that 19 % of respondents are Businessman, 28% respondents are Employee, 22% respondents agriculturalist and rest 31% respondents having other business.

Chart - 2

Profession of Respondent
35 30 25 20 15 10 5 0 Business Employee People No.of Respondent Agri Other 19 19 28 28 22 22

31 31

% of Respondent

Table 3 Reason for selection of TVS

Reason for selection of TVS Price low Mileage Model Long Life Total 28 30 20 22 100

No.of Respondent

% of Respondent 28 30 20 22 100

Interpretaion: The above shows that 28 % of respondents prefer TVS due to low price, 30% respondents prefer TVS due to mileage, 20% respondents prefer TVS because of its model and rest 22% respondents like to purchase TVS because of its long life.

Chart - 3 Reason for selection of TVS

30 25 20 15 10 5 0

28 28

30 30

20 20

22 22

Price low Mileage No.of Respondent

Model

Long Life

% of Respondent

Table 4 Satisfaction Level With Guarantee

Satisfaction Level With Guarantee Highly satisfied Satisfied Dissatisfied Highly Dissatisfied Total

No.of Respondent 32 39 14 15 100

% of Respondent 32 39 14 15 100

Interpretaion: The above shows that 32 % of respondents are highly satisfied, 39% respondents satisfied, 14% respondents are dissatisfied and rest 15% respondents are highly dissatisfied with the guarantee..

Chart 4 Satisfaction Level With Guarantee

40 35 30 25 20 15 10 5 0 3232

3939

1414

1515

H- S atisfied Dis- H-Dis satis fied s atisfiedsatis fied No.of Res pondent % of Respondent

Table 5 Purpose of buying vehicle

Purpose of buying vehicle Business activity Official usage Personal usage Other usage Total 33 35 77 15 100

No.of Respondent

% of Respondent 33 35 77 15 100

Interpretaion: The above shows that 33 % of respondents are business activity, 35% respondents are Official usage, 17% respondents are personal usage and rest of 15% respondents are other usage.

Chart - 5

Purpose of buying vehicle

80 70 60 50 40 30 20 10 0 Official usage No.of Respondent 33 33 35 35

77 77

15 15

Other usage

% of Respondent

Table 6 Level of satisfaction with the free service rendered by the TVS company

Satisfaction with the service Highly satisfied Satisfied Dissatisfied Highly Dissatisfied Total 41 27 15 17 100

No.of Respondent

% of Respondent 41 27 15 17 100

Interpretaion: The above shows that 41 % of respondents are highly satisfied, 27% of respondents satisfied, 14% respondents are dissatisfied and rest 15% respondents are highly dissatisfied.

Chart - 6 Satisfaction with the service

45 40 35 30 25 20 15 10 5 0 Hi-satisfied Satisfied Dissatisfied Hi-Dissatisfied 27 27 15 15 17 17 41 41

No.of Respondent

% of Respondent

Table 7 Prefer TVS

Prefer TVS because of Fuel Consumption Safety riding High speed Maintainers Total

No.of Respondent 27 43 14 16 100

% of Respondent 27 43 14 16 100

Interpretaion: The above shows that 27 % of respondents are prefer for Fuel Consumption, 43% of respondents are prefer for safety riding, 14% respondents are high speed and rest 16% respondents are prefer for maintenance.

Chart 7 Prefer TVS

45 40 35 30 25 20 15 10 5 0 Fuel Consum 27 27

43 43

14 14

16 16

Safe riding Hi speed Maintainers

No.of Respondent

% of Respondent

Table 8 Level of Satisfaction with maintenance cost

Maintenance cost Very high Medium Very low Economical Total

No.of Respondent 36 35 12 17 100

% of Respondent 36 35 12 17 100

Interpretaion: The above shows that 36 % of respondents are very high, 35% of respondents are medium, 14% respondents are very low economical. and rest or 17% respondents are

Chart - 8 Level of Satisfaction with maintenance cost

40 35 30 25 20 15 10 5 0

36 36

35 35

17 17 12 12

Very high

Medium

Very low

Economical

No.of Respondent

% of Respondent

Table 9 Fuel efficiency of your TVS vehicle

Fuel efficiency Very good Good Fair Poor Total

No.of Respondent 34 40 13 13 100

% of Respondent 34 40 13 13 100

Interpretaion: The above shows that 34 % of respondents are very good, 40% of respondents are good, 13% respondents are fair and 17% of respondents are poor.

Chart - 9

Fuel efficiency of your TVS vehicle

40 35 30 25 20 15 10 5 0 Very good 34 34

40 40

13 13

13 13

Good

Fair

Poor

No.of Respondent

% of Respondent

Table 10 Level of satisfaction with customer care

Satisfaction with customer care Highly satisfied Satisfied Dissatisfied Highly Dissatisfied Total 21 46 18 15 100

No.of Respondent

% of Respondent 21 46 18 15 100

Interpretaion: The above shows that 21 % of respondents are Highly satisfied, 46% of respondents are Satisfied, 13% respondents are Dissatisfied and 17% of respondents are Highly Dissatisfied.

Chart - 10 Level of satisfaction with customer care

50 45 40 35 30 25 20 15 10 5 0 H-satisfied 21 21

46 46

18 18

15 15

Satisfied Dissatisfied

HDissatisfied

No.of Respondent

% of Respondent

Table 11 Color priority of Customer

Color priority Red Block Blue Ash Total

No.of Respondent 30 25 26 19 100

% of Respondent 30 25 26 19 100

Interpretaion: The above shows that 30 % of respondents are red, 25% of respondents are block, 26% respondents are blue and 19% of respondents are ash.

Chart - 11 Color priority of Customer

30 25 20 15 10 5 0

30 30 25 25 26 26 19 19

Red

Block

Blue

Ash

No.of Respondent

% of Respondent

Table 12 Reason of choosing color

Reason of choosing color

No.of

% of Respondent

Respondent Lucky Look Fashion Un fade Total 22 32 25 21 100 22 32 25 21 100

Interpretaion: The above shows that 22 % of respondents are lucky, 32% of respondents are look, 25% respondents are Fashion and 21% of respondents are Unfade.

Chart 12 Reason of choosing color

35 30 25 20 15 10 5 0 Lucky

32 32 25 25 22 22 21 21

Look

Fashion

Un fade

No.of Respondent

% of Respondent

Table 13 Level of satisfaction with the mileage

Satisfaction with the mileage Highly satisfied Satisfied Dissatisfied Highly Dissatisfied Total 27 38 18 17 100

No.of Respondent

% of Respondent 27 38 18 17 100

Interpretaion: The above shows that 27 % of respondents are highly satisfied, 38% of respondents satisfied, 18% respondents are dissatisfied and rest 17% respondents are highly dissatisfied.

Chart - 13 Level of satisfaction with the mileage

40 35 30 25 20 15 10 5 0 Hi satisfied 27 27

38 38

18 18

17 17

Satisfied

Dissatisfy

HiDissatisfy

No.of Respondent

% of Respondent

Table 14 Level of satisfaction with price of your TVS two wheeler

Level of satisfaction with price High Natural Low Very low Total 35 32 16 17 100

No.of Respondent

% of Respondent 35 32 16 17 100

Interpretaion: The above shows that 35 % of respondents are high, 32% of respondents natural, 16% respondents are low and rest 17% respondents are very low.

Chart - 14

Level of satisfaction with price of your TVS two wheeler

35 30 25 20 15 10 5 0

35 35 32 32

16 16

17 17

H igh

N atural

Low

Very low

N o.of R espondent

% of R espondent

Table 15 Level of satisfaction with load capacity of your bike

Level of satisfaction with load capacity Excellent Good Fair Poor Total 29 40 17 14 100

No.of Respondent

% of Respondent 29 40 17 14 100

Interpretaion: The above shows that 29 % of respondents are Excellent, 40% of respondents are good, 16% respondents are Fair and 17% respondents are Poor.

Chart 15 Level of satisfaction with load capacity of your bike

40 35 30 25 20 15 10 5 0 Excellent 29 29

40 40

17 17 14 14

Good

Fair

Poor

No.of Respondent

% of Respondent

Table 16 More preference in TVS model

Model of TVS

No.of

% of Respondent

Respondent TVS Jive Star City Sport Others Total 25 33 27 15 100 25 33 27 15 100

Interpretaion: The above shows that 25 % of respondents are TVS Jive, 33% of respondents are Star City, 27% respondents are Sport and 15% respondents are Others.

Chart - 16 More preference in TVS model

35 30 25 20 15 10 5 0 TVS Jive 25 25

33 33 27 27

15 15

Star City

Sport

Others

No.of Respondent

% of Respondent

Table 17 The sales in service provided by the company.

Service provided by the

No.of

% of Respondent

company Highly satisfied Satisfied Dissatisfied Highly Dissatisfied Total

Respondent 22 41 17 20 100 22 41 17 20 100

Interpretaion: The above shows that 22 % of respondents are highly satisfied, 41% of respondents satisfied, 17% respondents are dissatisfied and rest 20% respondents are highly dissatisfied with the company.

Chart - 17 The sales in service provided by the company.

45 40 35 30 25 20 15 10 5 0 Hisatisfy 22 22

41 41

17 17

20 20

Satisfy

Dissatisfy

HiDissatisfy

No.of Respondent

% of Respondent

Table 18 The Exchange of model is offered by agency

Option Yes No Total

No.of Respondent 66 44 100

% of Respondent 66 44 100

Interpretation: The above shows that 66% of respondents areYes 44% of respondents are No.

Chart - 18 The Exchange of model is offered by agency

70 60 50 40 30 20 10 0

66

66

44

44

No.of Respondent Yes

% of Respondent No

CHI-SQUIRE TEST TABLE 22 RESPONDENTS OPINION QUALIFICATION AND LEVEL OF SATISFACTION NULL HYPOTHESIS

There is no significance difference between qualification and level of satisfaction. ALTERNATIVE HYPOTHESIS There is significance difference between qualification and level of satisfaction. S.NO 1 2 3 4 TOTAL X 15 23 25 37 100 (X-X)2 1 = -----------(N-1) (Y-Y)2 2 = ------------(N-1) 26.66667 F = -----------312 = 0.08547 (Calculated value) X-X 0 8 4 4 (X-X)2 0 64 16 16 80 Y 22 46 16 16 100 Y-Y 6 30 0 0 (Y-Y)2 36 900 0 0 936

80 = ------3 936 = -----3 = 312 = 26.66667

Degree of freedom

= = =

n-1 4-1 3

, n-2 , 4-2 , 2

Level of significance at 5% = 5.05 (Table value) Calculated value < table value, therefore null hypothesis is accepted.

Interpretation There is significance difference between qualification and level of satisfaction.

TABLE 23 REASON FOR SELECTION AND LEVEL OF SATISFACTION WITH MAINTENANCE COST NULL HYPOTHESIS There is no significance difference between reason for selection and level of satisfaction with maintenance cost.

ALTERNATIVE HYPOTHESIS There is significance difference between reason for selection and level of satisfaction with maintenance cost. S.NO 1 2 3 4 TOTAL X 28 30 20 22 100 (X-X)2 1 = -----------(N-1) (Y-Y)2 2 = ------------(N-1) 56 F = -----------443.3333 = 0.126316 (Calculated value) X-X 8 10 0 2 (X-X)2 64 100 0 4 168 Y 36 35 12 17 100 Y-Y 24 23 0 5 (Y-Y)2 576 529 0 25 1130

168 = ------3 1130 = -----3 = 443.3333 = 56

Degree of freedom

= = =

n-1 4-1 3

, n-2 , 4-2 , 2

Level of significance at 5% = 5.05 (Table value) Calculated value < table value, therefore null hypothesis is accepted.

Interpretation There is significance difference between reason for selection and level of satisfaction with maintenance cost.

TABLE 24 REASON FOR SELECTION AND LEVEL OF SATISFACTION WITH THE MILEAGE NULL HYPOTHESIS There is no significance difference between level of satisfaction with price and level of satisfaction with mileage. ALTERNATIVE HYPOTHESIS

There is significance difference between between level of satisfaction with price and level of satisfaction with mileage. S.NO 1 2 3 4 TOTAL X 22 32 25 21 100 (X-X)2 1 = -----------(N-1) (Y-Y)2 2 = ------------(N-1) 46 F = -----------180.6667 = 0.254613 (Calculated value) X-X 1 11 4 0 (X-X)2 1 121 16 0 138 Y 27 38 18 17 100 Y-Y 10 21 1 0 (Y-Y)2 100 441 1 0 542

138 = ------3 542 = -----3 = 180.6667 = 46

Degree of freedom

= = =

n-1 4-1 3

, n-2 , 4-2 , 2

Level of significance at 5% = 5.05 (Table value) Calculated value < table value, therefore null hypothesis is accepted.

Interpretation

There is significance difference between level of satisfaction with price and level of satisfaction with mileage.

TABLE 25 RESPONDENTS MORE PREFERENCE IN TVS MODEL AND PURPOSE FOR BUYING VEHICLE NULL HYPOTHESIS There is no significance difference between more preference in tvs model and purpose for buying vehicle. ALTERNATIVE HYPOTHESIS There is significance difference between more preference in tvs model and purpose for buying vehicle.

S.NO 1 2 3 4 TOTAL

X 33 35 17 15 100 (X-X)2

X-X 18 20 2 0

(X-X)2 324 400 4 0 728

Y 25 33 27 15 100

Y-Y 10 18 12 0

(Y-Y)2 100 324 144 0 568

728 = ------3 568 = -----3 = 189.333 = 242.667

1 = -----------(N-1) (Y-Y)2 2 = ------------(N-1) 189.333 F= -----------242.667

= 0.780 (Calculated value)

Degree of freedom

= = =

n-1 4-1 3

, n-2 , 4-2 , 2

Level of significance at 5% = 5.05 (Table value) Calculated value < table value, therefore null hypothesis is accepted.

Interpretation There is significance difference between more preference in tvs model and purpose for buying vehicle.

CHAPTER V FINDINGS
Among the respondents 23% of People agreed that Degree qualification. Among the respondents 31% of People Other Professions. Among the respondents 30% of agreed with more mileage of prefer the TVS two-wheeler. Among the respondents 39% of agreed that satisfied level with guarantee by the company. Among the respondents 35% purpose for buying vehicle in official usage.

 Among the respondents 60% have agreed that satisfied with express your Degree of satisfaction. Among the respondents 41% have agreed that highly satisfied with free service rendered by the company. Among the respondents 43% have agreed that safety riding with prefer this vehicle. Among the respondents 36% have agreed that very high with about maintenance cost. Among the respondents 40% have agreed that good with fuel efficiency of your TVS vehicle. Among the respondents 46% have agreed that satisfied level of satisfaction with customer care. Among the respondents 30% have agreed that Red with colour given first preference. Among the respondents 36.7% have agreed that High & medium level of satisfaction with maintaining vehicle. Among the respondents 38% have agreed that satisfied with level of satisfaction of the mileage.

Among the respondents 58.3% have agreed that satisfied with level of satisfaction of gear system. Among the respondents 35% have agreed that level of satisfaction with price of your TVS two wheeler. Among the respondents 40% have agreed that good level of satisfaction with load capacity of your bike. Among the respondents 46.7% have agreed that Excellent level of satisfaction with the quick pick-up of your vehicle. Among the respondents 53.3% have agreed that good level of satisfaction with colour and design.

SUGGESTIONS From the above research, I suggest that the TVS company should concentrate further to release variety of models. The TVS model two wheeler is very nice. It is found that TVS company should give much importance to make advertisement in various method.

 The very good performance and maintenance is the TVS two wheeler. The TVS two wheeler maintenance charge and drive capacity is very easy. It is also noticed that the TVS bikes through provide shake absorber in a proper way to give smooth reding. The TVS two wheeler very good smooth handling and liked performance.

CONCLUSIONS
From the previous mentioned, In the Globla scenario, the competition capture consumer market can be made only through satisfying the consumer expectations by producing the products according to it. So, the variety of models of TVS bikes to be improved and the company should provide more concentration in advertisements and providing services for the consumers in order to maintain market share. From the

study I conclude that TVS has a good image from the consumer & for further improvement it shows concentrate in activities.

BIBLIOGRAPHY
1. Philip Kotler: Marketing manager New Delhi, Prentice Hall of India (P) Ltd, 11th edition, 2001. 2. Rajan Saxena : Marketing management, TATA MCGraw Hill, 3rd edition, New Delhi, 2006.

3. Suja Nair: Consumer behavior & marketing, Himalaya Mumbai 2004. 4. Malhotra: Marketing Research, Pearson education (Singapore) Delhi 2004. 5. Henry Assael: Consumer behaviour, A strategic approach Indian adaltation. 6. Shajahan: Marketing Research, Macmillan, Delhi 2004. 7. Kothari C.R : Research methodology, New Age International (P) Ltd, New Delhi 2004. 8. Hawkins, Best, Coney: Consumer Behaviour, TATA MCGraw Hill, New Delhi 2005.

www.TVScompany.com

WEBSITE

ANNEXURE A STUDY ON CUSTOMER SATISFACTION IN TIRUKOILUR AGENCY IN TVS Dear Sir / Madam, I am M.Raju doing my Master of Commerce in Thiruvalluvar University. Now I am doing my 4th semester project in two wheeler marketing to do my

project more successfully. I need your Co-operation in answering the Question in the Questionnaire. So please give me the current an accurate answers for the Question. Thank you Sir / Madam. 1) 2) 3) 4) 5) Name : Address : Sex : 1) Male 2) Female 2) 25 to 40 3) 40 ot 50 4) 50 & above

Age : 1) 15 to 25 Qualification :

1) PG / Professional 2) Degree / Diploma 3) HSC / SSLC/ITI 4) Other

6) Profession:

1) Business People

2) Employee / Professional 4) Other

3) Agriculturalist

7) Why do you prefer TVS two wheeler? 1) Price Low 2) Mileage good 3) Model 4) Long life

8)

Are you satisfied with guarantee given by the company? 1) Highly satisfied 2) Satisfied 3) Dissatisfied 4)Highly Dissatisfied

9)

Purpose for buying vehicle? 1) Business activity 2) Official usage 3) Personal usage 4) Other usage

10)

Having a TVS two wheeler, express your degree of satisfaction? 1) Highly satisfied 2) Satisfied 3) Dissatisfied 4)Highly Dissatisfied

11)

Which model TVS you have ? 1) TVS Jive 2) Star City 3) Spory 4) Other

12)

Why do you prefer this vehicle? 1) Fuel Consumption 2) Safety riding 3) High Speed 4) Maintainers

13)

Comments about maintenance cost? 1) Very Good 2) Medium 3) Very low 4) Economical

14)

Fuel efficiency of your TVS vehicle? 1) Very Good 2) Good 3) Fair 4) Poor

15)

Whether the exchange of model is offered by agency? 1) Yes 2)No

16)

Which color do you given first preference? 1) Red 2) Block 3) Blue 4) Ash

17)

Why do choose this color? 1) Lucky 2) Look 3) Fashion 4) Un fade

18)

After sales the service provided by the company 1) Highly satisfied 2) Satisfied 3) Dissatisfied 4)Highly Dissatisfied

19)

How did you come to know about the vehicle? 1) Advertisement 2) Neighbour 3) Friends 4) Dealer

20)

How do you feel about the mileage? 1) Highly satisfied 2) Satisfied 3) Dissatisfied 4)Highly Dissatisfied

21)

Please indicate your opinion regarding gear system? 1) Highly satisfied 2) Satisfied 3) Dissatisfied 4)Highly Dissatisfied

22)

How do you feel about price of your TVS two wheeler? 1) High 2) Natural 3) Low 4) Very Low

23)

Load capacity of your Bike? 1) Excellent 2) Good 3) Fair 4) Poor

24)

How for you satisfied with the quick pick-up of your vehicle? 1) Excellent 2) Good 3) Fair 4) Poor

25)

How for you are satisfied with colour and design? 1) Excellent 2) Good 3) Fair 4) Poor

26) Given your suggestions