Your SlideShare is downloading. ×
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL

2,448

Published on

A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL

A project report on customer satisfaction about tempo traveler at bajaj tempo limited BY BABASAB PATIL

Published in: Education, Business
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
2,448
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
26
Comments
0
Likes
1
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 1 Company Profile Bajaj Tempo Ltd. Since its modest beginning in 1929, a small hire purchase finance company has grown and diversified into various areas. These include automobiles, hire purchase, Real estate, Building Management and Marketing agencies for prestigious business houses such as Bajaj, Firodia's and Maruti. The key feature of Tempo's management philosophy is keeping itself abreast of the new and emerging technologies and adopting them to deliver high quality and high performance vehicles to the end customers. For this purpose CAD/CAM technologies were introduced in the year 1991, especially in R & D, Production Engineering & Tool manufacturing. It facilitated accurate and speedy product design and development. Bajaj Tempo Ltd. (automobiles) has its branch offices at Bangalore, Cochin, Mumbai, Mangalore, Hubli, Belgaum, Delhi and other places. At Bangalore its dealers are Khivraj Motors who are customer – oriented and who assist in creating a strong network & building good customer relationship. Bajaj Tempo Limited (BTL) the flagship Company of Firodia group, has posted an impressive result for the in the recent year. It can be seen that in the financial year Mar. 2003, there was a sharp increase in its not profit. The company has reported a 35% increase in the net sales to Rs. 699.5 crore. Net profit has jumped to Rs. 32.1 crore from Rs.1.6 crore in the previous year. This is a significant achievement for the company that turned around in 2002 after 3 years of booking losses.
  • 2. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 2 The improvement in performance has been achieved by focusing on reduction in material and operating expenses as well as by an increase in sales volume. BTL has recently completed its corporate restructuring exercise in consultation with a management consultant firm to enhance the company's competitive posture and operating effluence. The key factors contributing to the substantial across the board growth are the thrust on strengthening their existing sales channel and aggressive promotional activities, backed with product innovation and diversification. The company operates in 4 segments in automobiles.  Utility vehicles (Trax)  LCVs  Three – wheelers with branch like Trax.  Tempo Traveller, Minidor and (Balwan) Tractors For BTL three-wheeler carriers are its biggest contributors interns of unit sales at 73% of automobiles sales (Excluding Tractors) of which goods carriers contribute 55% and passenger carriers 18%. The goods transportation scene in India – particularly for Local delivery transportation of goods undergoing a metamorphosis with a shift in tonnage and pattern of vehicles employed for local short distance transportation of goods. The growth rate for the three-wheeler goods carrier category was 47% while BTL bettered this with a 50% growth in this segment. The company is currently trading at Rs.156.9. The scrip had reached 153.8 after the result was announced but again it reached 156.9.
  • 3. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 3 BTL, the leading automobile player, has records significant Sales by registering a sales turn around of Rs. 850 crs for the financial year 1st Apr. 2003 – 31st Mar. 2003. The company has announced a new warranty, scheme, offering 3 years or three-lakh kilometers cover, on most of its four-wheeled models. However, Tempo is aggressively undertaking segment focused promotional activities particularly in rural areas.
  • 4. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 4 I. Upsurge in Performance The Company's product lines comprising of Light Commercial Vehicles, Utility Vehicles, Agricultural Tractors and Three-Wheeled vehicles were well received in the market during the year 2002-03. Sales Growth and Increase in the Market Share, was registered in all product categories. Greater buoyancy in the economy, improved investment climate for vehicles, as also effective product positioning and promotional policies by the Company combined, to give a substantial fillip to the Company's performance for the year under review. After several years of book losses, already during the year 2001-02 turnaround was achieved, the year under review saw continued improvement in the Company's performance, resulting in substantial improvement both in the top line and in the bottom line performance. II OPTIMISTIC CLIMATE FOR AUTO INDUSTRY The Indian Automobile Industry seems poised for a paradigm shift. Due to the inherent strength of the economy – which has continued to grow over the last decade at over 5 per cent annum, the significant investments in the traditional automotive industry made during the previous decade are now digested and settled. The major players in the Indian industrial world have also undertaken substantial re-structuring and re-organisation programmes, resulting in strengthening the operational efficiency of the industrial economy. For the first time since independence, a very substantial investment initiative is now under implementation for building a new road system in India. Taking all of the above into account the Indian Automobile Industry has reason to be optimistic for the next decade. III PRODUCTS (a) Agricultural Tractors: The Company further extended its range of Agricultural Tractors, by introducing variants designed to suit the exacting requirements of the young, increasingly educated and forward looking farmers, for achieving enhanced productivity. The product approval process for agricultural tractors however continues to languish in the old world 'control regime'. The Certification and Government approval process is tedious, to say the least. Subject to delays imposed by these aspects, the Company is now fully poised to cover the entire spectrum of tractor requirement in the market by fine-tuning specific product propositions – for each geographic area and crop application requirement.
  • 5. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 5 The distribution and promotional policies of the Company are being further improved, to achieve enhanced penetration for the company's products in selected important market locations. (b) Three Wheelers: The trend set by the 'Minidor Pickup' of offering the 'Small Trader' and the 'Rural Business' – a cost effective transportation mode – has caught on. There is a substantial increase in the market for Three-wheelers of the type the Company manufacturers. This has attracted the covetous eyes of the competition, and several new entrants are expected to make similar product offerings in this category. The Company is continuing its efforts to introduce further improved product variants and new product offerings, in order to give the customer a better deal. Strong efforts are being made, both on the Product Development front and on the Market Development front, to consolidate the Company's position in this important and evolving segment of goods transportation. The Six-Seater Minidor Diesel Auto rickshaw which when tested as per the Bharat Stage I emission method actually meets the Bharat Stage II norms (as notified for passenger cars). As a mode of transport it offers to the customer an exceptionally economic and convenient proposition. Though very well accepted in the market both by the operator and the customer, it continues to be plagued by the regulatory issues of permits, licences, routes, rates approval, etc. and by organised opposition from City or State-owned public transport services, and such unions and vested interests. (c) Light Commercial Vehicles: The Company's Light Commercial Vehicle offerings, particularly the Tempo Traveller in the Euro II version, has seen significant improvement in market penetration. It is expected that this trend will continue during the current year as well. (d) Utility Vehicles: On the Utility Vehicles front, the Company's new offerings of highly fuel efficient and rugged 'Pickup Trucks' and large 'Personnel Carriers' have been extremely well received. The Company registered significant improvement in both the number of vehicles sold, and also in the market share of Utility Vehicles.
  • 6. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 6 All the products manufactured by your Company are actually 'working vehicles', and are expected to 'earn an income' for the purchaser. The acid test for success is whether we are able to offer a 'Better Business Proposition' to our customer. Each vehicle we sell actually results in the creation of a small new business for the buyer. It may well be said that we are more in the business of 'selling small businesses', rather than of 'selling vehicles'. IV. BUSINESS OUTLOOK FOR 2003-2004 The Company has set ambitious targets for the sale of products, in each of its product lines – such as Tractors, Three-Wheelers, Light Commercial Vehicles and Utility Vehicles. The performance during the first quarter of 2003-04 has been very satisfactory. Given the strength of the Company's products in the market today, and considering the improvements being put in place to the distribution network along with improved consumer finance support for the Company's products, it is expected that the sale of Light Commercial Vehicles, Utility Vehicles and Three-Wheelers will continue to prosper. The Agricultural Tractors market should benefit from an improved monsoon during the year 2003-04. The Company is well positioned to take advantage of a likely upswing, in the tractor market in the rural economy. V. CORPORATE RESTRUCTURING The new and highly focused organisation that has been evolved over the last few years has enabled the Company to consolidate its operations, to improve its competitive posture and to deliver successful results. The newly constituted Board of Management, and the several Business Management Councils, are functioning in a focused and purposeful manner, thus enhancing the Company's operational efficiency and sharpening its product development and engineering focus. The Balance Score Card based assessment, of the performance of each Division / Plant / Function, has now further evolved to enable the Company to structure a reward
  • 7. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 7 programme for key executives, based on 'Key Performance Indicators' – for their areas of responsibility. This incentivisation at the senior levels of the Company's management staff, complements the extensive culture of incentives for the blue collared workers practised for over two decades, in all of the Company's Plants. The Company's workforces, as well as its officers are therefore now incentivised. A transition to an Entrepreneurial Mindset is thus hoped to be achieved over a period of time through this effort – to enable the participation and the commitment of the employees – to be the driving force for future success. The Company has undertaken, during the current year, to carry out a major Organisation Development Exercise, involving several hundred senior officers, with a view to bring about the necessary transformation, to realise a productive and competitive mindset, commensurate with the country's newly emerging business culture. These courses are being run at Navalveerayatan – an Institution dedicated to the memory of the Company's Founder, Shri Navalmalji Firodia. The courses are organised in association with the IIM (Ahmedabad). VI. TECHNOLOGY Over the last several years, the Company achieved, systematic modernisation and improvement of its plants. Widespread CNC machining culture, high standard of engineering in new product development, and in new process development, which has now stabilised. The Company therefore hopes to leverage its enhanced manufacturing efficiency – both in terms of product quality and product cost control. Important additions to infrastructure and Plants, such as a new CED Paint Shop for tractor component stand a Chassis dynamometer for Emission Testing of new vehicles underdevelopment, to cite a few, have been commissioned during the year under review. The Company has taken effective steps to acquire technology for 'Common Rail' Diesel Engines. This cutting edge technology in diesel engines will enable the Company to carry its range of Light Commercial and Utility Vehicles forward over the next decade, meeting global standards of emission norms spanning Euro III and Euro IV levels. This important step, to enhance the Company's product technology, capability, has triggered in the Company a number of projects, for adapting these modern engines along with suitable drive trains to the Company's range of Light Commercial Vehicles and Utility Vehicles.
  • 8. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 8 VII. RISKS AND CONCERNS The regulatory framework for 'Passenger Transportation' in India, whether for operating large buses, taxicabs or small auto rickshaws, continues to remain fraught with contradictions, regional blocks and crass protectionism harking back to the Heydays of the License Permit Raj. This atmosphere is not conducive to the introduction of consumer oriented efficient transport solutions. The Government, hope fully, will succeed in bringing about a modern and liberalised regime in this important aspect of 'Passenger transportation', comparable with the success achieved in de-regulating the Industrial Policy Regime. The regulatory regime for 'Goods Transportation', in comparison, already stands on a substantially more business-like footing. Technology changes are taking places al around, in Emission Standards, in Manufacturing Processes and in Fuel Efficiency Benchmarks. The Company is taking strong steps to be able to successfully meet these challenges. Smooth and timely introduction of new technology Products and Processes will bean important factor determining the success of your Company, as well as that of any other company in the Automotive Industry, in the future. VIII. FINANCIAL PERFORMANCE / OPERATIONAL PERFORMANCE During the year 2002-03, the Company registered impressive financial result in comparison to the previous year. The turnover rose by 31 per cent. Material costs were under stronger control dipping to 53.98 per cent from 54.6 per cent in the previous year. The employee costs could be controlled to less than 10 per cent compared to over 11 per cent in the previous year. The interest cost decreased by 1.17 per cent. On the other hand, the Company had to contend with higher Publicity, Advertisement and Sales Promotion costs, which went up by 3.15 per cent compared to the previous year. Internationally, the proportion of the 'sales and marketing costs' to the 'total costs' is significantly higher than has been the experience of Indian companies in the past. In the years to come, given the competitive environment now prevailing in India, the costs of sales promotion and of publicity and advertisements are bound to rise. The profit before tax rose to 4.12 per cent of the turnover, whereas the profit after tax was 3.77 per cent compared to 0.24 per cent during the previous year.
  • 9. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 9 The total secured and unsecured borrowings by the Company could be contained within Rs. 61.42 crores in spite of substantial increase in turnover and corresponding increase in book debts and stocks. IX. INTERNAL CONTROL SYSTEMS The Company has a Three level control mechanism as described below – along with adequate internal control systems, commensurate with the size nature of its business. As independent Internal Audit Department is headed by an officer of the Divisional Manager level and is supported by adequate number of executives and staff to carry out the internal audit procedures relating to all expenses, and on procurement of assets and capital goods. The Company has also appointed external Management Auditors for both its plants at Ajurdi and at Pithampur, to conduct audits to ensure system compliance in respect of material accounting and other related areas. These auditors submit their reports to the Management of the Company on monthly basis. The Statutory Auditors of the Company form the apex level of Audit. X. CAUTIONARY STATEMENT: Statements in the Management Discussion and Analysis describing the Company's objectives, projections, estimates, and expectations may be forward looking statements. Actual results could differ materially from those expressed or implied. Important factors that could make a difference to the Company's operations include, among others, economic conditions affecting demand/supply and price conditions in markets in which the Company operates, changes in the Government regulations, tax laws and other statutes and incidental factors.
  • 10. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 10 A Technology Driven Player A key feature of Tempo's management philosophy is keeping itself abreast of the new and emerging technologies and adopting them to deliver high quality and high performance vehicles to end customers. A very important initiative taken in the year 1991 in this regard was the introduction of CAD/CAM Technologies in R & D. Production Engineering and Tool Manufacturing to facilitate accurate and speedy product design and development. The Story so far.... Initially intergraph software for 3D CAD/CAM and AutoCAD for 2D design activity was introduced. ANSYS software for computer aided analysis (CAE) activity was soon added. Our superb 3-Wheeler Minidor was the first highly successful product designed & developed using CAD/CAM/CAE Technology. The Minidor body was fully designed in 3D. All other design functions were simultaneously executed in 2D. In tool design for Minidor, the method plan for press tools was prepared in 3D so that tool manufacturing could be finished easily using CAM software. Other tool design functions were executed in 2D. In the year 1995, the Company decided to develop a new metal top body for the Trax, to introduce the new Excel Series of LCV's and to enter in the new business line of Tractors. Accordingly new CAD/CAM/CAE software was obtained. (1) State of art software CATIA for Body Design and Method Plan. (2) ADAMS software for kinematic and dynamic analysis of system as well as complete vehicle. (3) I-DEAS software for pre and post processing to further strengthen finite element analysis. (4) NCode for measuring stress / strain on components and Data Acquisition System for giving feed back to analysis group and accelerated testing of components / systems in lab. (5) High productivity Tebis Software for Computer Aided Manufacturing.
  • 11. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 11 With product life cycles becoming smaller, introduction of latest technologies was imperative to achieve further reduction of product development time and ramp up time to achieve full production capacity. In year 2000, the Company realigned its Product Development mission to – "DO IT RIGHT THE FIRST TIME" for new products and the following decisions were taken. (1) All Product Tool Design activities to be brought in 3D environment. (2) Virtual Prototyping to ensure defect free product by taking care of all manufacturing & servicing aspects at the design stage. (3) Single software platform usage. To ensure the above CATIA software was adopted. The company also introduced Digital Mock Up (DMU) software for virtual prototyping with facilities to check clearance / clash in the assemblies. Hence now all new product design and development activities such as vehicle engineering, engine, transmission, body and complete tool design activities are being implemented in 3D environment. Not forgetting the human aspect, to ensure smooth technology transition more than 80 engineers were specially trained for working in 3D design & Development environment. The Future.... In the pipeline are introduction of new technologies in order to cover the complete Product Lifecycle Management (PLM). (1) Product Data Management (PDM): To manage design information under dynamic conditions with a strong change Management System. (2) Virtual Factory: To simulate every aspect of manufacturing at design stage so that ramp up time to achieve full production capacity is reduced dramatically. To sum up, Tempo fully understands the need for utilising new technologies to produce high quality cost effective products to meet customer requirements – which is quite evident from the above initiatives taken in this direction!!
  • 12. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 12 About Products: Bajaj Tempo Ltd's four distinct products can be classified as  3 wheelers  Multiutility vehicles (passenger & goods carriers)  Light commercial vehicles and  Tractors Same of these products are given below (4 wheelers) Tempo Traveller – Passenger carrier Tempo Traveller – Delivery Van Tempo Traveller – Ambulance. Temp excel 4 – Pickup Truck with pay load 3.5 tons and 3.6 tons Tempo excel – 3 Pick up Truck Tempo Trax (cruiser) Tempo Trax (Indo) – All rounder. Tempo Trax – For rough roads. Tempo Trax (Gama) – Taxi Tempo Trax (Ambulance) – Medicare vehicle Tempo Trax (Kargo) – Good carrier ) Tempo Trax (Chellenger) – for rough roads Tempo Trax – Transit bus. Minidor display van – Demo van Minidor – Pick-up Van Tempo Tractors (Balwan) For Agri Purpose,
  • 13. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 13 About TT in detail: Tempo Traveller is a top class transport vehicles with most modern engineering concepts originally it is designed and produced by Mercedece Benz, Germany, as the "T-1 Transporter", and licensed to Tempo. It is today manufactured in India as the "Tempo Traveller". Features of TT (Passenger carrier) 1 OM – 616 diesel Engine - High fuel efficiency Silent & refined performance. 2 5-speed, synchromesh, by 1-18/5 Gear box : Smooth & Silent transmission of power with minimum friction loss 3 Strong Monocoque body : Roomy interior & low body weight. 4 Electro –phonetically Painted : Excellent corrosion protection. 5 Mileage : 9 to 10 km/ltr 6 Carrying Capacity : 14 + 1 Tempo Traveller is available with Euro – II in It runs very smooth and provides comfortable journey. Euro II and I are the emission norms for regulating vehicular emissions promoted in Europe. These norms are expressed inter of the weight of the pollutants such as carbon monoxide, Hydrocarbons, oxides of nitrogen and particulate matters emitted / kilometer of vehicle run. For instance, there are particular emission levels for petrol driven and diesel drive vehicles. In Tempo Traveller fuel –efficient diesel with 5-speed synchromesh gear box with overdrive that delivers higher fuel efficiency and fatigue free driving on long journey.
  • 14. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 14 Tempo Traveller (Delivery Van) It has a spacious cargo box with the dimension 3300 x 1680 x 1830 and fuel tank capacity of 70 ltrs and carrying capacity of 15 and it provide safe and comfortable transportation facility. Tempo Traveler (Ambulance) It has a Monocoque body to provide car like comfortable ride. The interior are roomy and elegant with high roof facilities for easy movement of me staff and doctors. The engine is with noise and vibration bevels and it has high acceleration and runs very smooth. It has a small turning circle for easy handling of vehicle in small and crowded areas. It comes with proven medical accessories confirming to Internet specifications. It is available with Bharath Stage – II (Euro – II) and CNG engine.
  • 15. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 15 TECHNICAL SPECIFICATION ENGINE Bore/Stoke (mm.) : 90.9 X 92.4 mm. Displacement (cc.) : 2399 cc. Max. Output : 43.2 kW (ISO) @ 4000 RPM Max. Torque : 130 Nm @ 1800-2000 RPM Air filter : Oil Bath type Oil filter : By pass flow type paper filter CLUTCH Type : Single, dry friction, diaphragm, pot type TRANSMISSION Model : G1-18/5, 5 speed No. of gears : 5 forward, 1 reverse Gear Ratios : I – 6.157, II - 3.148, III - 1.743, IV - 1.278, V - 1, Rev. - 5.347 Front Axle : Dead Rigid Axle Ratio : 4.9 : 1 STEERING Type : Worm & Roller (Power Steering Optional)
  • 16. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 16 FRAME Frame : Varying box section monocoque Chassis SUSPENSION Front : Semi Elliptic leaf springs with hydraulic telescopic shock absorbers. Anti roll bar in front. Rear : Semi Elliptic leaf springs with hydraulic telescopic shock absorbers. BRAKES Service Brakes : Dual circuit, hydraulic, vacuum assisted Front : Disc brake Rear : Drum brake WHEELS & TYRES Wheels & Tyres : Four & one spare Size : 215 R 14, 10 PR / 7.00 R 15, 10 PR ELECTRICAL SYSTEM Battery : Lead acid 75 Ah. Alternator (Max output) : 55 Amps. at 13.5 volts & 6000 RPM Starter : 12 V., 2.3 kw.
  • 17. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 17 FUEL TANK CAPACITY(LTS.) Fuel Tank Capacity (lts.) : 70 Ltrs. DIMENSIONS(mm.) Wheel base : 3050 / 3350 Overall length : 4755 / 5235 Overhang front : 720 Overhang rear : 985 / 1165. Track front : 1600 WEIGHT (kg.) Max. Permissible FAW : 1400 / 1490 Max. Permissible RAW : 1400 / 2000 Max. Permissible GVW : 2800 / 3490 CAPACITIES Fuel Tank : 70 Ltrs TRANSMISSION Type : Gear lock synchromesh on forward gear ENGINE Model : OM 616* (D-98) Diesel Oil sump capacity (Lts.) : 6.5 Lts.
  • 18. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 18 TRANSMISSION Rear Axle : Live Rigid ELECTRICAL SYSTEM System voltage (volts) : 12 volts DIMENSIONS (mm.) Overall width : 1975 SEATING CAPACITY Seating Capacity : 1 Patient + 8 attendants + Driver ENGINE Type : 4 Cylinder, 4 Stroke, Vertical, Inline, IDI CLUTCH Outside Dia. (mm.) : 228 mm. STEERING Turning Radius (mtrs.) : 6 to 6.5 mtrs. Depending upon wheel base BRAKES Parking brake : Mechanical on rear wheels DIMENSIONS (mm.) Min. Ground clearence : 190 ENGINE Compression Ratio : 21:1
  • 19. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 19 Major Milestones: 15th Aug 1957 : Mr. Firodia signed a collaboration with Vidal and Sohn Tempo werk Gmbtt for phased manufacturing of Tempo 3 – wheeler & manufacturing was started at Goregaon, Bombay. 1961 : Expanding the business. 1964 : The plant was transferred to Pune (Akrudi) Nov. 1964 : Commenced the manufacture of Tempo Viking 4 – wheeled Trucks . 1975 : Production capacity was increased to 12,000 vehicles / year. 1982 : Collaborated with the Daimler Benz company for producing Mercedece Benz Om 616 engine under license for fitting on its line of vehciles. 1987 : Started a new plant at Pithampur in Madhya Pradesh with Daimler Benz for manufacturing Tempo Traveller. 1996 : CAD/CAM Technology was introduced which was used for Minidor. 1997 : Expanded this plant to house a new press shop. 1997 : The company conceived a Technologically superior tractor, The Ox and OX 45. 1999 : Tempo introduced a 35 HP version of tractor. i.e. OX 35 and LCVs of EXCEL range. 2000 : Pithampur plant and its mercedece Engine facilities received the prestigious ISO 900 certification for quality systems. 2002-03 : Three – Wheeled vehicles were received in the market. 2003-04 : Economic times Awared Bajaj Tempo Ltd as the best emerging company. 2004 : Technical collaboration with Maschinen fabrik Augsharg Numberg (MAN)
  • 20. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 20 About Tempo's Collaboration with MAN: BTL has announced its exclusive Technical collaboration with the German based world Kaderz in truck manufacturer 'MAN' (Maschinefabrik Ausburg Numberg). The detailed investment plan, budget and capital sourcing options were analysed in Dec. 2003 by Mr. Abhay Firodia, Chairman and MD of BTL. It is expected to roll out their new range of medium and heavy commercial vehicles in the market by 2005. The new commercial vehicles will feature the latest international standard technology sourced from the world-class truck manufactures. BTL is going to set up its own sales and service support network in the key locations. A separate marketing team is expected to look after this new product range of vehicles. BTL is looking to establish a long-term relationship to work together with MAN to create a base for substantial export of auto components.
  • 21. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 21 BODs The Management Board.  Mr. Abhay N. Firodia Chairman and Managing Director  Mr. S. S. Marathe Director  Dr. V. A. Pai Panandikar Director  Mr. Bharath V. Patel Director  Mrs. Anita Ramachandran Director  Dr. Rolf Bacher Director  Mr. S. N. Inamdar Director  Dr. V. G. Bhide Director  Mr. Vinay Kothari Director  Mr. Sudhir Mehta Director  Mr. M. Venkataiah Director  Mr. S. A. Gundaha Director  Mr. M. G. Chopda Jt. MD
  • 22. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 22 Organisational Chart Production Marketing Finance Personnel Department Department Department Department Bangalore Mangalore Hubli Chief Managing Director for Divisional Manager (Mr. Rajesh and Miss Suvarna) State Level business Manager (Mr. G. S. Hegde) (Mr. Shashidhar R. Naik) Regional Sales executives (Mr. Ravi Upadhyay ) (Mr. Mukhesh) (Mr. Hareesh)
  • 23. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 23 Project Idea After purchasing the product, consumer will experience different level of satisfaction, which is to be monitored, as "a satisfied customer is best advertisement for the marketers." Objectives of the study: 1. To find out the customer satisfaction about Tempo Traveller. 2. To make out whether any improvements are required in Tempo Traveller. 3. To know the perception of customers regarding the dealers. 4. To know the reasons for availing TT only. Area of Survey : The area selected for survey is Bangalore. It includes different areas of Bangalore, like (white field, electronic city, Kalasiplayam, infantry Rd, T.S.P. Rd, Lalbhag Fort Rd, BTM Layout, Indira Nagar, Anand Rao circle etc.) Customers are : (Sample units) Software companies, call centres, BPO centres, Tours and Travels. Data Collection Methodology: Methodology is the systematic approach to the given problem. It is the way how we go for the collection of the data. Therefore the better way of collecting data is more important rather than data collected. The data collection methodology followed by me is as follows. Primary Data Collection: It is the first hand information, which will be more accurate & will be current data.
  • 24. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 24 1. Formal way of collecting the data: Different questions were priory prepared by me and these questions vary from customer to customer. Formal meetings were arranged with the different transportation incharges and managers of the software companies call centres & Tours Travels owners which gave more detailed, systematic and reliable information. 2. Informal way: In informal way there was a fluent flow of information for example the conversation between me and the vehicles owners and drivers. 3. About Questionnaire: It has been found that mostly close-ended questions are widely used which will be it can provide hard data for decision-making and resource allocations. Open-end questions can provide new ideas about the existing product or it may give new product ideas. The following aspects are taken into consideration while constructing the questionnaire: 1. Does the questionnaire ask customers the right question? 2. Will customer feedback obtained often enough to be operationally useful? 3. Are the questions in sequence? 4. Are physical characteristics of the questionnaire well constructed to avoid confusion and minimise recording errors? etc. It gives the information regarding price, mileage, carrying capacity & other aspects of the vehicle. Secondary data collection: - Secondary data is the data, which is already collected by some one else and will help for future reference. There are different sources of Secondary data.
  • 25. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 25 The present project includes the data collected through following different sources. 1. Auto Magazines 2. Company manuals 3. News papers 4. Company Reports 5. Web-sites
  • 26. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 26 Scope of the Study: The visit to different software companies, call centres and tours & Travels gave better insights into some of the factors which determine the customer satisfaction about Tempo Traveller and the attributes they consider while purchasing the same. The study mainly revealed the following aspects. 1. Temp Traveller is playing a an important role in facilitating transportation of employees of the companies and call centres as it is a comfortable vehicle with carrying capacity of 14 + 1. 2. Tempo-Traveller is , relatively fast moving vehicle in urbanized cities like Bangalore rather than in rural areas. 3. Tempo Traveller has relatively lesser competition, with Toyato Qualis and Swaraj Mazda being other major players. 4. Recently these passenger carriers have shown 9% growth. 5. Even though the major focus is on the urbanised city, it is also taking more promotional activities particularly in rural and sub-urban areas or segments. Thus scope of this study is concerned in the customer satisfaction and the attributes that affect the buying decision about Tempo Traveller. The study provides relevant information to the company and the dealers, through which they can take corrective actions on the aspects about which more importance has to be given. Limitations of the Study 1. As for as human beings are concerned, every opinion and reasons differ from person to person and time to time. So the data collected may subject to variations from time to time. 2. Because of the time constraint a few major software companies, call centres and Tours & Travels are visited.
  • 27. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 27 As customer expectations and experiences include more of psychological aspects the survey made during a particular time period will give the information about the customers during that particular time period. In order to be up-to-date in understanding the satisfaction periodic surveys are necessary.
  • 28. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 28 Problem Statement: The Marketing problem and Research problem has to be clearly stated. The marketing problem deals with the decisions that managers must make. Research problem deals with providing information that will help management make better decisions.  In this project the marketing problem is to finding the reasons for decreasing market share through customer satisfaction survey.  The research problem is to find out the causes, through survey of, what are the views of customers about the product and how satisfied are they and what improvements they require for about the product. As per the situation analysis there are many automobile units emerging every year in the industry with new ideas which is creating a competitive environment in the industry viz. Qualis is emerging as a big buck & a major competitive product for Tempo Traveller similarly Swaraj Mazda is another big competitive player for Tempo Traveller. Thus competition and regulations restricting plying of these vehicles are some of the major issues, which affects the market share.
  • 29. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 29 About Customer's Satisfaction and Post-Purchase behaviour. Customer's satisfaction Customer satisfaction is central to the marketing concept for business and non-profit organisation. Any successful organisation has the customer as its focus, because a satisfied customer is one's best advertisement. It is said that no amount of advertising, leaflets, banners, hoarding, wall paintings, newspapers and magazines insertions, radio jingles, television advertisement films – have the credibility which a satisfied customer has. The marketing discipline in undergoing fresh reappraisal in the light of the vast global, technological, economic and social challenges facing companies and countries of present days. Marketing at its best is about value creation and raising the world’s living standards. Today's winning companies are those who succeed most in satisfying, indeed delighting their target customers. Satisfaction is a function of perceived performance and expectations. If the performance matches the expectations, the customer is satisfied. If the performance falls short of expectations, the customer is dissatisfied. If the performance exceeds expectations the customer is highly satisfied or delighted.
  • 30. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 30 Customer's Satisfaction defined. The reason for a business firm to come into being is the existence of a consumer who has unfulfilled needs and wants. Tempo has the advantage of having the widest product range in all market segments in which it operates, putting itself in a unique position of providing not just products, but the best economic solutions to their customers thus fulfilling the unfulfilled needs. Tempo keeps itself abreast of the new and emerging technologies and adopting them to deliver high quality and high performance vehicles to their end customers. Customer satisfaction has been conceptualised in several ways. It consists of expectations, performance interactions, pleasure / displeasure, and the evaluation of the benefits of consumption. Consumer's satisfaction is the result of confirmation of expectations. Tempo has been focussing on the improvement and Excellency in the processes, which it uses to satisfy their customers. To accomplish, this it has focused on improving customer – orientation and value chain integration. Thus meeting the expectation of the customers.
  • 31. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 31 Components of customer satisfaction / dissatisfaction Purchase Process: It refers to the actions of the customers in buying the product. Could he find products easily? Did he have to travel for to buy? Whether proper quantities were available? Was sufficient information available? Obviously, for a manufacture that exercises strong control over his distribution channels, any measurement of consumer's satisfaction should include this component. Tempo has always been focussing on Network Expansion. Decision: It refers to the extent to which the customer thinks about correctness of his decision with regard to satisfaction. Apart from the product of the process, the customers might have regret about one component, which would affect other components. He may feel: "Yes, I am happy with the product, but I see now that I cannot afford it". Functional Attributes: It is an area in which marketing has developed much expertise through product usage studies. It includes listing and rating of all attributes which affect the fitness of the product to the task and for the customers viz. price, construction, quality, performance etc. Aesthetic attributes : - They have included functional attributes that belong to a different motivational set and needs, which require. Separate measurement, for product categories such as home furnishings, clothing, artworks etc. they may be most important variables affecting satisfaction. Psychological Attributes :
  • 32. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 32 They may be in equal importance to functional attributes and often account for a great part of total customer's satisfaction. Although, they are considerably more difficult to plan for control or measure. Service Attributes: They refer especially to post sale service available to and required by the purchaser and would vary in the importance depending on the product viz., automotive and applies. Environmental Attributes: These are components of consumer's satisfaction, which are growing in importance. Customers concern over throwaway bottles, or increased energy consumption that may potentially affect overall satisfaction with some products.
  • 33. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 33 Optimal Stimulation Theory This theory postulates that each individual seeks an optimal stimulation level. If level of stimulus falls below optimal, the person will seek additional environmental variety to increase stimulation; when the level of stimulation is above this optimum, the individual will strive to reduce it. Different people, of course, will have different levels of stimulation that are optimal for them. These levels of need can be measured, and then used to plan marketing strategy. People might get different degrees of satisfaction from the same acquisition The fusion of the two concepts of optimal stimulation and satisfaction may reveal a new insight that a person's optimal stimulation level can moderate the process of effort evaluation, and may result in different amounts of perceived satisfaction for individuals expending identical amounts of efforts. This proposition may suggest that efforts are flexible and individual yardstick. In marketing, researchers have attempted to develop projective and questionnaire measures of the need for stimulation. Interaction Between Efforts Satisfaction Theory and Optimal Stimulation Theory Since individuals vary in their Optimal Stimulation, the effort expanded by an individual to attain a goal or acquire a product is relative, and is based upon the background of that individual's stimulation level. In other words, the Optimal Stimulation of an individual can be looked upon as a mediating variable against which the expended effort is measured, and it will help us to predict the amount of satisfaction that an individual is likely to acquire as a result of expending a certain amount of effort. A high sensation seeker may get an elevated level of satisfaction from purchasing a product that requires a substantial amount of assembly, whereas a low sensation seeker would require pre-assembly in order to feel the same level of satisfaction. The Optimal Stimulation of an individual would modify the acquired satisfaction level, leading to less satisfaction for the same amount of expended effort in the case of the high sensation seekers compared with low sensation seekers. Such knowledge is of importance to marketer because, if evidence is found to support the contention that effort and Optimal Stimulation are interactive factors in the customer evaluation process, this would mean that both must be considered when marketing strategy is
  • 34. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 34 being developed. The bundle of efforts expended by a customer being an integral part of the customers evaluative process, and hence an resulting product satisfaction, is an important elements of strategic marketing decision making. Efforts (in shopping, assembly, selection, availability, and so forth) may have to be consciously altered by the marketer to enhance customer satisfaction. Paying a higher price for a product leads to higher evaluation and satisfaction with the product An effective market segmentation strategy would thus be based on bundles of efforts required of the customers since different market segments need and want to expend different levels of efforts in the purchase and use process. Market segmentation Optimal Stimulation may provide a natural basis for segmenting the market into high and low sensation seekers. High sensation seekers may respond favourably to products, activities, or services that provide more novelty, risk and excitement. One customer may go into a "higher-involvement" process when purchasing the same product. High sensation seekers are more likely than low sensation seekers to be innovators who tend to purchase new products The high sensation seekers tend to approach new or unfamiliar products with openness and littler anxiety, whereas low sensation seekers tend to delay purchase until a product's success has been established. The high sensation seekers are more likely than low sensation seekers to be innovators who tend to purchase new products. The high sensation seekers are more likely to seek information sources or distribution outlets in order to learn more about an innovation and more intrigued with the prospect of "newness" than are low sensation seekers.
  • 35. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 35 Pricing Policy: The price the customer pays for a product is nothing but a form of saved effort (financial, mental, or physical), and therefore the higher the price, the higher the assumed customer satisfaction. However, realizing that the yardstick against which the customer measures depended, effort is relative because of different Optimal Stimulation among individuals that requires the price maker to reconsider the psychological basis for a pricing policy. The distinction between high and low sensation seekers also suggest marketers the need for separate promotional campaigns. A high price policy is not necessarily the only avenue to a high evaluation of and satisfaction with the product. Rather, it suggests that the key to attaining desired customer evaluation of a product is to create a situation in which the customer is given a choice of expending various amounts of efforts. Promotional Appeals In new product development too one needs to identify mass media that will reach potential buyers, and to determine the most appropriate appeals to be used in their messages. The high sensation seekers have a greater tendency toward exposure to mass media to their areas of interest. It would be more efficient for a marketer to attempt to reach high sensation seekers through special interest organizations, and special events that would provide a more effective media strategy than the less specifically targeted media would. The high sensation seekers are more likely is influenced by promotional appeals stressing risk and novelty. It suggests the need for separate promotional campaigns. The high sensation seekers are more likely to react favourably to informative advertising, which appeals to their curiosity, and would tend to evaluate the merits of the advertised product on the basis of their own experiences. Low sensation seekers, on the other hand, have fewer tendencies on their own to evaluate product merits except within the confines of reference group settings and the presence of a trusted celebrity or expert.
  • 36. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 36 Distribution Policy. Optimal Stimulation Theory also influences the firm’s distribution policy. It may suggest that the key to the attainment of customer’s satisfaction is not necessarily convenience, but rather the creation of a situation in which the customer is given a choice of expending a variety of amounts of shopping effort. Use of Optimal Stimulation Theory Marketers can use optimal stimulation level, where customers are primarily a group of either high or low sensation, and as a segmentation variable. The marketing mix can also be changed to reflect the needs of the type of group that primarily represents the target prospects. To illustrate, restaurant and bar owners are likely to face a market that is primarily rather the High Sensation Seekers or the Low Sensation Seekers market. Many types of business attract both Low Sensation Seekers and High Sensation Seekers customers, and can benefits by recognizing the difference between these groups and catering to their respective needs. To illustrate, travel agency, investment firms, and the hotel industry can be covered in it. There are four important marketing strategy alternatives that can be developed by the knowledge of Optimal Stimulation Levels: (1) Developing a marketing mix for high sensation seekers; (2) Developing a marketing mix for low sensation seekers; (3) Creating a marketing mix for those who wish to use business to increase their stimulation level; and (4) Creating a marketing mix for those who wish to use your business to reduce their stimulation level. Marketer who consciously identifies alternatives will have a significant competitive edge because such a strategy will be more fully based upon actual human behaviour. Because optimal stimulation is not a widely known phenomenon, substantial gains are possible if an appropriate marketing strategy is developed. If this strategy is followed, customers may attain greater satisfaction and less dissatisfaction from their purchasing experiences.
  • 37. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 37 Process of customers Satisfaction/ Dissatisfaction Customers form certain expectations prior to the purchase. These expectations may be about the nature and performance of product, the costs and efforts to be extended before obtaining the direct product benefits social benefits or costs accruing to the customers as a result of purchase. Customers may have variety of product performance expectations like what the customer hopes performance will be in terms of an ideal level, what should be fair and equitably given to the customers expenditures of the time, and what the customers expects to actually occur. Once customer purchase and use a product, they may then become either satisfied or dissatisfied. Several determinants that influence customer’s satisfaction include demographic variables, personality variables, expectations and other factors. Older customers have lower expectations and tend to be more satisfied. Higher education tends to be associated with lower satisfaction. Disconfirmation of Expectations: The interaction between expectations and actual product performance produces either satisfaction or dissatisfaction. There does not appear to be merely a direct relationship between the level of expectations and level of satisfaction. This modifying variable is known as disconfirmation of expectations. Such disconfirmation may be of two types. A positive disconfirmation occurs when what received is better than expected. A negative disconfirmation occurs when what received is inferior than expected. Thus, any situation in which customers judgment is proven wrong is a disconfirmation. Confirmation occurs when the expectations and performance matches each other. Result of customer’s satisfaction/Dissatisfaction: The result of satisfaction to the consumer forms the purchase of a product that more favourable purchase attitude, higher purchase intentions and brand loyalty are likely to be exhibited. As long as positive reinforcement takes place, the customer will tend to continue to purchase the same brand. However, customers sometime will not follow these established patterns, but will purchase differently simply for the sake of novelty. On the other hand, if customers are dissatisfied, they are likely to exhibit less favourable post-purchase attitudes, lower or non-existent purchase intensions, brand switching, complaining behaviour and negative word of mouth.
  • 38. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 38 Managing Customers Satisfaction The concept of customers’ satisfaction is closely related to what Gandhiji said to quote, "A customers is the most important visitor on our premise. He is not dependent on us. We are dependent on him..." we find this long quotation prominently displayed in number of banks, Government offices, departments, cottage industries and so on. As most of us are observing, and experiencing that most of Gandhiji's sayings, Indians too ignore this. It is true fact that each Chief Executive Officer will accept and endorse supremacy of customer’s as the king, the primacy and intimacy of customers and philosophy of customer’s satisfactions. On the other hand, we come across very few organisations that will redress customer’s complaints quickly and efficiently. One finds elaborate processes to verify customer’s complaints not to solve them but to avoid and minimise them. It also creates a feeling that customers is an abstract concept yet to be understand as a flesh and blood creature, with needs and wants, complaints and suggestions. It would be an interesting research to pursue to find out how many Chief Executive Officers spend how much of an average time meeting their average customers. Few of them ways to learn about the distinction between minimum service requirements and value-added services is also to listen to customers. Customer Loyalty and Consumer's Satisfaction: Brand loyalty was popular topic in the 1950s and 1960s. The first study on brand loyalty undertaken by the George Brown entitled "Brand Loyalty: Fact or Fiction"; published in the "Advertising Age"; June 19, 1952; PP 53 to 55 and June 30, 1952; P. 47-57, identified the existence of repeat purchase behviour and concluded that most consumers are brand loyal. Brand loyalty is often referred to as customer loyalty. Consumer’s satisfaction is not the same thing as customer retention loyalty. Satisfied customers may never return.
  • 39. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 39 Brand Advocate (Recommends Too Friend) Repeat Purchase Satisfaction Complain Switch Trial Dissatisfaction Switching costs-opportunities Lack of information Risks Barriers (to buying your product) Awareness of product
  • 40. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 40 The Customer loyalty ladder Customers move up a "loyalty ladder" from trial buyer to client to advocate. Satisfaction is a required but not necessarily sufficient condition for repeat purchase to occur. Overtime, customers may reach the top of the ladder and recommend the product to others. Every time a potential consumer considers purchasing product, the consumer is confronted with barriers to his decision. Some of the important barriers in buying products mainly include following: (a) Switching Costs: It is the perceived price the consumer pays for changing to another brand or supplier. By weaving relationships with its consumers, a company can make it inconvenient for consumers to switch to a competitor. (b) Perceived Risk : It is in unknown component of a new purchase. It includes the financial, social and psychological risks associated with the purchase of a new product or service. (c) Lack of Information: It occurs when there is insufficient knowledge about company's product or lack of other market information that will restrict purchase behaviour. To be brief, all above barriers, put together can prevent or discourage customers from changing brands. Helping consumers' pass this barrier is the key to improving repeat sales, which has a proven impact on profitability. * Customer Retention and Consumer's Satisfaction: It has been learnt that long-term profits and costs are necessarily associated with repeat customers than that of attracting new ones. Repeat customers are essential for long- term business success mainly because of following:
  • 41. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 41 (a) Purchase amount increases as they buy more per transaction. (b) They pay price premiums more willingly because they are less price-sensitive, and normally spend more than first-time customers (c) Purchase frequency increases as repeat customers buy more often. (d) Referrals - repeats customers are more likely to recommend a product or service to other. They bring in new customers. It becomes easier to sell products because of lower barriers to repurchase. It means that customers will have less resistance to repurchasing products and services. Promotions will, therefore, be more cost effective when directed to previous customers. However, despite the advantages of achieving repeated purchase, businesses find that with each additional purchase, customers become increasingly difficult to satisfy as shown below: Customer Satisfaction New Repeat Customer Customer The task satisfying consumers has become complex mainly because of following reasons:- (a) Consumers become more demanding, because of increased familiarity with products and services. They learn what to ask for and want more (b) Expectation increase overtime; novelty wears off. (c) With additional consumer contacts, there are more opportunities for error. , * Market Characteristics Affect Consumers' Satisfaction In developing effective repeat-customer strategies, it is useful to consider how exiting market characteristics affect customer satisfaction as shown below: 1. Customer Contact 2. Market Share Customer Customer Satisfaction Satisfaction Low High Niche Mass Contact Contact Marketers Marketers
  • 42. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 42 3.Customer Contact 4. Market Share Customer Customer Satisfaction Satisfaction Easy Hard Products Services Market Characteristics Affect Customer Several characteristics help to explain why consumer satisfaction varies so widely among industries. A variety of existing factors affect a company's ability to satisfy customers, which are outlined in brief as follows: Customer Contact: The more contact a company has with its customers, the more opportunities there are for something to go wrong. High-contact services, such as hotels and airlines, interface with, customers more and have more chance for service failures. Market Share : More market share means less consumer satisfaction. Niche marketers are more in touch with their customer's needs than mass marketers and are better able to satisfy them. Ease of Switching: The ease of switching to another brand affects consumer satisfaction. Companies whose products and services are complex and difficult to transfer are not motivated to work hard to keep their customers. Easy-to switch items make producers work harder to prevent defections.
  • 43. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 43 Product versus Service : Products, not consumer satisfaction, achieve the highest scores. Companies have more contact with their consumers and are more likely to make mistake in consumer relations. * Consumers' Satisfaction : As Core Complete Consumers' satisfaction is a growing concern among Indian businesses because of increasing education, information and consumer awareness demanding worth and better value for money. Retaining current actual customers and winning future potential consumers are becoming increasingly challenging and tough task for Indian Marketers. Consumers' focus and satisfaction are driving forces for organisations gearing up for surviving or thriving in the twenty first century. Those that are truly doing it have turned into consistently high performers viz. Motorola and AT & T. These companies emphasize service quality in their strategy, giving consumers what they want, when they want it and how they want it. They train their frontline employees well and measure consumers satisfaction. The simple rule is that if companies are not measuring it, they are not managing it. The main ingredient is a zealous respect for the value of consumers' satisfaction real time, every time and understanding of how to gather, sort, analyse, interpret and use consumer data to increase business. - Which features consumers are willing to pay more? - How many consumers are willing to spend to receive the items in hours instead of days instead of weeks? - What causes consumers to be local advocates of our products or service rather than just consumers? Fine-turning consumers' satisfaction measurement tool is also a challenge. One may wish to put forward following few questions before companies marketing products and services.
  • 44. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 44 - Do we use a written survey? If yes, when and how many times in a year? - Do we call on our target prospects on the telephone? If yes, when and how many times in a month? - Whether we sample only out target prospects? - Whether we include only the top-tier consumers or include all kinds of them? - What we do to make our questions increasingly actionable? - How can we ensure that our company makes use of available data and information in strategic marketing decision-making? - Will it be reasonable to also include competitors' consumers in our survey? How shall we include sample and also use dissatisfaction on revenue, market share and profits? All above mentioned, questions answer that "Know the consumer because the consumer knows best" overall, it is in the beginning stage in India. This indicates relative importance of the concept of consumers' satisfaction philosophy in marketing activities in the twenty-first century. Many companies have not related their sales data with the hard truths of the cash register. The significant uses of consumers' satisfaction feedback are unlimited. It stretches from financing products, products and service design, product or service launch, refinements in marketing to the customer-perceived strength of the product or service. * Benefits of Managing Consumers' Satisfaction The positive benefits of managing and measuring consumers' satisfaction can be summarised as follows: Customers: Get better service, products and results Highten sense of partnership and relationship Tangible incentives
  • 45. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 45 Sales: Increase revenues through up selling satisfied consumers Reduce attrition Improve sales skills Improve marketing focus and relationships Posit company to attract new business Reflect high standards of company Enhance sense of pride with Leading-edge Company Employees: Recognition and rewards given to successes Increased ownership of consumers' satisfaction issues Increased creativity in problem resolution Good resume builder Managers and executives: Be able to manage budget according to priorities Provide input on training and systems issues Help focus on customer-driven recognition and reward for successes Can recruit better people Methods of tracking and Measuring Consumers' Satisfaction Generally consumers are dissatisfied with one out of every four purchases and less then 5 per cent of dissatisfied consumers complain. Consumers feel that their complaints are minor or that they will be made to feel stupid or that no remedy will be offered. Hence, companies cannot use complaint levels as measure of consumers' satisfaction. Responsive companies obtained direct companies tools for tracking and measuring consumers' satisfaction range from primitive to the sophisticated tools.
  • 46. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 46 There are several approaches used as case may be in measuring consumers' satisfaction. They send questionnaires or make telephone calls to sample consumer’s feedback methods as part of a comprehensive relationship strategy. These companies measure each attribute more than once using a variety of consumer feedback techniques and multiple approaches. The most popular approaches for this integrated system are focus groups, personal interviews, telephone surveys, and mail surveys. ,  Current status of Indian Automotive Industry The industry encompasses commercial vehicles, multi-utility vehicles, passenger cars, two wheelers, three wheelers, tractors and auto components. There are in place 15 manufacturers of cars and multi utility vehicles, 9 of commercial vehicles, 14 of Two/Three Wheelers and 10 of Tractors besides 5 of engines. With an investment of Rs.50,000 crores, the turnover was Rs. 59,500 crores in Automotive Sector during 1999-2000. It employs 4,50,000 people directly and 100,00,000 people indirectly and is now inhabited by global majors in keen contention. India manufactures about 38,00,000 2-wheelers, 5,70,000 passenger cars, 1,25,000 Multi Utility Vehicles, 1,70,000 Commercial Vehicles and 2,60,000 tractors annually. India ranks second in the production of two wheelers and fifth in commercial vehicles. India’s automotive component industry manufactures the entire range of parts required by the domestic automobile industry and currently employ about 250,000 persons. Auto component manufacturers supply to two kinds of buyers – original equipment manufacturers (OEM) and the replacement market. The replacement market is characterised by the presence of several small-scale suppliers who score over the organised players in terms of excise duty exemptions and lower overheads. The demand from the OEM market, on the other hand, is dependent on the demand for new vehicles. There has been a slowdown in the automobile sector in the past two years. However, the component industry maintained a low but positive growth rate mainly due to its export performance. Over the years, the component industry has maintained a 10% - 12% share of exports in the total production. Roads occupy an eminent position in transportation as they, as per the present estimate, carry nearly 65% of freight and 87% of passenger traffic. Although, India has 3.3 million kilometers of road network, which is the second largest in the world, the Indian highways are getting overpopulated. Traffic management and road sense also need attention.
  • 47. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 47  Improving Road Infrastructure Traffic on roads is growing at a rate of 7 to 10% per annum while the vehicle population growth for the past few years is of the order of 12% per annum. Poor road infrastructure and traffic congestion can be a bottleneck in the growth of vehicle industry. A balanced and coordinated approach will be undertaken for proper maintenance, upgradation and development of roads by encouraging private sector participation besides public investment and incorporating latest technologies and management practices to take care of increase in vehicular traffic. For the convenience of traveling public the Government shall also promote multi-modal transportation and the implementation of mass rapid transport systems.  Incentives for Research and Development The Government shall promote Research & Development in automotive industry by strengthening the efforts of industry in this direction by providing suitable fiscal and financial incentives. The current policy allows Weighted Tax Deduction under I.T. Act, 1961 for sponsored research and in-house R&D expenditure. This will be improved further for research and development activities of vehicle and component manufacturers from the current level of 125%. In addition, Vehicle manufacturers will also be considered for a rebate on the applicable excise duty for every 1% of the gross turnover of the company expended during the year on Research and Development carried either in-house under a distinct dedicated entity, faculty or division within the company assessed as competent and qualified for the purpose or in any other R&D institution in the country. This would include R & D leading to adoption of low emission technologies and energy saving devices. Government will encourage setting up of independent auto design firms by providing them tax breaks, concessional duty on plant/equipment imports and granting automatic approval. Allocations to automotive cess fund created for R&D of automotive industry shall be increased and the scope of activities covered under it enlarged.
  • 48. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 48  Auto Policy of the Government of India Vision To establish a globally competitive automotive industry in india and to double its contribution to the economy by 2010. Policy Objectives This policy aims to promote integrated, phased, enduring and self-sustained growth of the Indian automotive industry. The objectives are to:-  Exalt the sector as a lever of industrial growth and employment and to achieve a high degree of value addition in the country;  Promote a globally competitive automotive industry and emerge as a global source for auto components;  Establish an international hub for manufacturing small, affordable passenger cars and a key center for manufacturing Tractors and Two-wheelers in the world;  Ensure a balanced transition to open trade at a minimal risk to the Indian economy and local industry;  Conduce incessant modernization of the industry and facilitate indigenous design, research and development;  Steer India's software industry into automotive technology;  Assist development of vehicles propelled by alternate energy sources;  Development of domestic safety and environmental standards at par with international standards SIAM welcomed the announcement of Auto Policy, and feels that the policy would serve as a reference document for all stake holders and other interested parties. The Auto Policy has spelt out the direction of growth for the auto sector in India and addresses most concerns of the automobile sector, including-  Promotion of R&D in the automotive sector to ensure continuous technology up gradation, building better designing capacities to remain competitive; impetus to Alternative Fuel Vehicles through appropriate long term fiscal structure to facilitate their acceptance;
  • 49. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 49  Emphasis on low emission fuel auto technologies and availability of appropriate auto fuels and  Encouragement to construction of safer bus/truck bodies - subjecting unorganised sector also to 16% excise duty on body building activity as in case of OEMs. The policy has rightly recognised the need for modernising the parc profile of vehicles to arrest degradation of air quality. The terminal life policy for commercial vehicles and move toward international taxing policies linked to age of vehicles, are steps in the right direction. SIAM has always been advocating encouragement of value addition within the country against mere trading activity. However, this aspect has not been fully addressed. The Auto Policy allows automatic approval for foreign equity investment upto 100% in the automotive sector and does not lay down any minimum investment criteria. The recommendation of promoting passenger cars of length upto 3.8 meters through excise benefits is not in line with the free market concept and may lead to market distortion. However, with the Auto Policy in place, the automotive industry would get further fillip to become vibrant and globally competitive. The industry would get the required support from other Ministries and departments of Government of India in achieving the goals laid down in the auto policy. Union Budget 2003-2004:Highlights  Customs  Peak rate of customs duty has been reduced from 30% to 25%. No reduction is however effected on agricultural and dairy products.  Customs duty on nickel has been unified at 10% from 5% and 15%, irrespective of the class of importer.  Customs duty on lead has been reduced from 25% to 20%.  Customs duty on LNG regassification plants has been reduced from 25% to 5%.  National Calamity Contingent Duty (NCCD) of 1% on motorcars, multi-utility vehicles and two wheelers has been imposed.
  • 50. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 50 Excise  SED has been reduced from 16% to 8% on motorcars, MUVs & petrol goods carriers. Excise duty on Electric vehicles has been reduced from 16% to 8% with full CENVAT credit.  National Calamity Contingent Duty (NCCD) of 1% on motorcars, multi-utility vehicles and two wheelers has been imposed.  Additional duty of excise on motor sprit and high-speed diesel oil has been increased from Re.1 per litre to Rs.1.50 per litre. Transaction Value Deduction from the transaction value for freight would be extended to cases where freight is worked out on an equalised basis. Bus / Truck Body Building To correct the iniquitous duty structure between body built by integrated units vis-à-vis independent body builders and to promote body building by integrated bus and truck manufacturers, the duty on chassis would be 16% + Rs.10, 000 per chassis, cleared for outside body building. Value Added Tax (VAT) State level Value Added Tax (VAT) would be introduced from April 2003. Central Sales Tax (CST) Central Sales Tax (CST) with introduction of VAT, CST would be completely phased out gradually, beginning with a reduction in CST to 2% in the year 2003 - 04.
  • 51. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 51 Service Tax Rate of service tax is being raised from 5% to 8%. Authorised Service Stations" means any service station or centre authorised by any motor vehicle manufacturers, to carry out any service or repair of any motor car, maxi-cab or two wheeled motor vehicles manufactured by such vehicle manufactures" would have to pay service tax of 8% instead of 5%. Central Motor Vehicles Rules CMVR- Technical Standing Committee on various technical aspects related to CMVR advises the Ministry of Road Transport & Highways. This Committee has representatives from various organisations namely; Ministry of Heavy Industries (MoHI), Ministry of Road Transport & Highways (MoRT&H), Bureau Indian Standards (BIS), Testing Agencies such as Automotive Research of India (ARAI), Vehicle Research Development & Establishment (VRDE), Central Institute of Road Transport (CIRT) and industry representatives from Society of Indian Automobile Manufacturers (SIAM) & Automotive Component Manufacturers Association (ACMA). Major functions of the Committee are o To provide technical clarification and interpretation of the Central Motor Vehicles Rules having technical bearing, to MoRT&H, as and when so desired. o To recommend to the Government the International/ foreign standards, which can be used in lieu of standard, notified under the CMVR permit use of components/parts/ assemblies complying with such standards. o To make recommendations on any other technical issues which have direct relevance in implementation of the Central Motor Vehicles Rules. o To make recommendations on the new safety standards of various components for notification and implementation under Central Motor Vehicles Rules. o To make recommendations on lead time for implementation of such safety standards.
  • 52. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 52 Automobile Industry Standards Committee Another Committee called the Automobile Industry Standards Committee (AISC) having members from MoHI, MoRT&H, BIS, ARAI, VRDE, CIRT, SIAM and ACMA, formulates safety standards related to Automobile Industry. The major functions of the committee are as follows  Preparation of new standards for automotive items related to safety.  To review and recommend amendments to the existing standards.  Recommend adoption of such standards to CMVR Technical Standing Committee.  Recommend commissioning of testing facilities at appropriate stages.  Recommend the necessary funding of such facilities to the CMVR Technical Standing Committee, and  Advise CMVR Technical Standing Committee on any other issues referred to it. This committee submits its recommendations to CMVR-Technical Standing Committee. The CMVR - Technical Standing Committee looks into the recommendations of AISC and submits its proposal with suggested the implementation dates to MoRT&H. MoRT&H then takes the final decision on incorporating the same in the CMVR/MVA. The issues related to implementation of emission regulation are deliberated by a separate Committee namely Standing Committee on Implementation on Emission Legislation. MoRT&H to discuss the future emission norms, the related test procedures and the implementation strategy, in consultation with all stakeholders have formulated this committee.
  • 53. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 53 1.Which are the vehicles you have for providing the service? Respondents Vehicles Yes No Tempo Traveller 23 2 Toyota Qualis 24 1 Tata sumo 24 1 Others 21 4
  • 54. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 54 2.What factors influenced you to go for purchasing these vehicles? Friends circle Respondents Friends Circle 2 Family Members 5 Advertisements 9 Dealers 19 Others 4 3.How do you rate the prices of these vehicles?
  • 55. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 55 3. How do you rate the prices of these vehicles? Vehicles Respondents Very expensive Expensive Moderate Cheap Traveller 0 16 9 0 Qualis 3 12 10 0 Sumo 1 14 10 0 Others 1 17 7 0
  • 56. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 56 4.How do you rate the finance facility provided by the dealers of these vehicles? Vehicles Respondents Verygood Good Average Notsatisfied Traveller 3 16 6 0 Qualis 12 6 7 0 Sumo 7 12 6 0 Others 3 14 8 0
  • 57. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 57 5.How do you rate the safety features of these vehicles? Vehicles Respondents verygood Good Average Poor Traveller 3 11 7 4 Qualis 10 10 5 0 Sumo 3 11 11 0 Others 1 8 16 0
  • 58. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 58 6.How satisfied are you with the resale value of these vehicles? Vehicles Respondents verymuchsatisfied Satisfied Average Notsatisfied Traveller 1 15 9 0 Qualis 4 18 3 0 Sumo 5 16 4 0 Others 2 19 3 1
  • 59. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 59 7.How do you rate the carrying capacity of these vehicles? Respondents Vehicles Excellent Good Average Poor Traveller 12 9 4 0 Qualis 7 16 2 0 Sumo 3 18 4 2 Others 1 15 7 2
  • 60. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 60 8.How do you rate the maintenance of these vehicles? Respondents Vehicles Veryexpensive Expensive Economical Cheap Traveller 1 18 5 1 Qualis 0 12 12 1 Sumo 0 12 13 0 Others 0 13 12 0
  • 61. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 61 9.How do you rate the overall performance of these vehicles? Respondents Vehicles Verygood Good Average Notsatisfied Traveller 4 8 13 0 Qualis 0 25 0 0 Sumo 9 14 2 0 Others 9 14 2 0
  • 62. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 62 Q1 What are the vehicles you have for transportation of your company employees? Vehicles Yes No Tempo Traveller 6 9 Qualis 7 8 Sumo 6 9 Others 9 8 Vehicles Available 0 2 4 6 8 10 yes no yes no yes no yes no Tempo Traveller Qualis Sumo Others Vehicles Respondents
  • 63. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 63 Q2 How do you rate the mileage of these vehicles? Vehicles Very Good Good Average Poor Tempo Traveller 01 11 03 00 Qualis 02 09 04 00 Sumo 03 10 02 00 Others 03 07 05 00 Mileage of the vehicle 0 2 4 6 8 10 12 vgood good avg poor vgood good avg poor vgood good avg poor vgood good avg poor Vehicles respondents
  • 64. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 64 Q3 How do you rate the carrying capacity of these vehicles? Vehicles Very Good Good Average Poor Tempo Traveller 6 7 2 0 Qualis 2 8 5 0 Sumo 1 8 6 0 Others 4 7 4 0 Carrying capacity 0 1 2 3 4 5 6 7 8 9 vgood good avg poor vgood good avg poor vgood good avg poor vgood good avg poor Traveller Qualis Sumo Others Carrying capacity Vehicles Respondents
  • 65. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 65 Q4 What is the ideal seating capacity of the vehicle most suitable for you? Seats 0 to 5 6 to 10 11 to 15 16 to 20 21 to 25 Respondents 1 4 4 5 1 Ideal carrying capacity 0 1 2 3 4 5 6 0-5 6 to 10 11 to15 16 to20 20 to 25 Seating capacity Respondents
  • 66. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 66 Q5 How satisfied are you with the look of these vehicles? Vehicles Very Good Good Average Poor Tempo Traveller 02 06 06 01 Qualis 10 04 01 00 Sumo 02 10 03 00 Others 02 06 07 00 Look of the vehicle 0 2 4 6 8 10 12 vgood good avg poor vgood good avg poor vgood good avg poor vgood good avg poor Traveller Qualis sumo others look of the vehicle Vehicle Respondent
  • 67. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 67 Q6 How do you rate the overall performance of these vehicles? Vehicles Very Good Good Average Poor Tempo Traveller 03 09 03 00 Qualis 03 06 06 00 Sumo 02 10 03 00 Others 03 06 05 01 Overall performance 0 2 4 6 8 10 12 vgood good avg poor vgood good avg poor vgood good avg poor vgood good avg poor traveller Qualis sumo others overall performance Vehicles Respondents
  • 68. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 68 Q7 Do you have any plan of purchasing new vehicles for next three months? Yes No 7 8 Plan for purchase 6.4 6.6 6.8 7 7.2 7.4 7.6 7.8 8 8.2 yes no plan for purchase Vehicle respondents
  • 69. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 69 Interpretation (About Tours & Travels) 1. 92% of the respondents have Temp Traveller for providing service. 8% of the respondents don’t have. 2. 8% of the respondents are influenced by the friend’s circle. The family members influence 20% of the respondents. 36% of the respondents are influenced by the advertisements. The dealers influence 76% of the respondents. 16% of the respondents by the other factors like hoardings & demonstrations. 3. 64% of the respondents feel that the price of the vehicle is expensive. 36% of the respondents feel that the price of the vehicle is moderate. 4. 12% of the respondents feel that the finance facility provided by the dealers is very good. 64% of the respondents feel that the finance facility provided is good. 24% of the respondents feel that the finance facility is average. 5. 12% of the respondents feel that the safety features of the vehicle are very good. 44% of the respondents feel that the safety features of the vehicle are good. 28% of the respondents feel that the safety features of the vehicle are average. 16% of the respondents feel that the safety features of the vehicle are poor. 6. 4% of the respondents are very much satisfied with the resale value. 60% of the respondents are satisfied with the resale value. 36% of the respondents feel that the safety features of the vehicle are average. 7. 48% of the respondents feel that carrying capacity of the vehicle is excellent. 36% of the respondents feel that carrying capacity of the vehicle is good. 16% of the respondents feel that carrying capacity of the vehicle is average. 8. 4% of the respondents feel that the maintenance of the vehicle is very expensive. 72% of the respondents feel that the maintenance of the vehicle is expensive. 20% of the respondents feel that the maintenance of the vehicle is economical. 4% of the respondents feel that the maintenance of the vehicle is cheap. 9. 16% of the respondents feel that the overall performance of the vehicle is very good. 32% of the respondents feel that the overall performance of the vehicle is good. 52% of the respondents feel that the overall performance of the vehicle is average.
  • 70. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 70 Interpretation (About Companies) 1. 40% of the companies have Temp Traveller for transporting the employees. 60% of the companies don’t have. 2. 6.66% of the companies feel that the mileage of the vehicle is very good. 73% of the companies feel that the mileage of the vehicle is good. 20% of the companies feel that the mileage of the vehicle is average . 3. 40% of the companies feel that the carrying capacity of the vehicle is very good. 46.66% of the companies feel that the carrying capacity of the vehicle is good. 13.33% of the companies feel that the carrying capacity of the vehicle is average. 4. 60% of the companies are satisfied with the existing carrying capacity. 40% of the companies feel that the carrying capacity should be increase from 15 to 25. 5. 13.33% of the companies feel that the look of the vehicle is very good. 40% of the companies feel that the look of the vehicle is good. 40% of the companies feel that the look of the vehicle is average. 6.66% of the companies feel that the look of the vehicle is poor. 6. 20% of the companies feel that the overall performance of the vehicle is very good. 60% of the companies feel that the overall performance of the vehicle is good. 20% of the companies feel that the overall performance of the vehicle is average. 7. 46.66% of the companies are planning to purchase a new vehicle within next 3 months. 53.33% of the companies are not interested in going for repurchasing.
  • 71. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 71 8.
  • 72. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 72
  • 73. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 73 Findings 1. Tempo Traveller is a major player in the urbansied cities as its carrying capacity is more as compared to Qualis and Sumo. Most of the software companies opt for it as it can carry 15 passengers at a time for one shift. There will not be many shifts & transportation cost will be more economical, due to this reason. 2. Tempo Traveller is a comfortable vehicle as it facilitates smooth drive. 3. The finance facilities provided by the dealers to the customers are satisfactory. Most of the times 70% of the customers go for their own means of finance for purchasing the vehicles. 4. Tempo Traveller has relatively lesser competition with Qualis and Swaraj Mazda being other Players. Software companies and the engineering companies in Banglaore are finding Tempo Traveller as a comfortable and economical vehicle for the transportation of their employees. The conversation with the Transportation incharges and HR Managers revealed this information. But they feel that the seating capacity should have been more as in case of Swaraj Mazda vehicles. As far as the mileage is concerned they rate it as good or overage as the other vehicles, they have, give 11-15 km/Ltr where as in Tempo Traveller it is about 9- 10Kms/Hr. They also suggest about the exterior changes (outer look) of the vehicle. Air conditioners and the pushback seats are the interior requirements; most of them transportation incharges feel. Tours & Travels go mostly for purchasing Tempo Traveller rather than Sumo and Indica as the companies and call centers are their main customers and these customers opt for Tempo Travellers
  • 74. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 74 Most of the profit comes through Tempo Travellers and Qualis as companies demand this vehicle for employee transportation and for picnics. BPO centers and call centers go for Qualis as AC comfort is there and it is more spacious & it has an excellent look. The conversation with the passengers has revealed some important information. As far as passenger’s views are concerned, they say that it is a comfortable vehicle and more economical as it costs less for them. The only requirement they feel is some interior comforts like air conditioners and push back seats. The conversation with the drivers revealed the following information. 1. Tempo Traveller is a comfortable vehicle for driving with spacious front cabin. 2. There is a problem regarding break and steering, as they are very hard. 3. As the body weight is very light in case of new models, vibration is high.
  • 75. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 75 Possible Improvements: 1. At present the target market includes urban areas, it must also include sub-urban and rural areas, with more promotional activities. 2. Loan Meals must be conducted to create awareness about finance facilities available. 3. Some of the interior comforts like Air conditioners pushback seats and video-Audio facilities can be provided, as these are the requirements of most of the customers mainly of software units and call centers. 4. Distribution and after sales service should be taken with at most care. As the vehicles will have long running life, it is essential to have a wide network of service stations and easy availability of spare parts. 5. As dealers form an important link between manufacturers and customers and as they are the valuable source of information on customer preferences, Dealer Development Programmes must be carried out. 6. Modernisation and stadardisation of dealers network must be carried out in order to exchange ideas on successful selling strategies and identifying areas of improvements ‘Sales through Service’. 7. Credit on short-term basis at commercial rates can be provided to dealers, rather than offering discounts or any other preferential pricing of its dealers, on its vehicle sales 8. Dealer’s workshops should be modernized in order to increase productivity and reduce service time. This will encourage customers to come to authorized workshops and service centers, where they have ensured good service and genuine spare parts instead of going to small-unlicensed mechanics. 9. Extensive servicing network and spare parts delivery system must be established in order to provide quick service. 10. Body weight of the vehicle must be increased which will reduce vibrations. 11. Mileage should be more. 12. More promotional activity has to be taken place in sub-urban and rural areas.
  • 76. “Customer satisfaction about Tempo Traveler” at BajajTempo Limited Babasabpatilfreepptmba.com Page 76 Conclusion: To conclude, it is very much limited time to clearly understand the customer satisfaction. Apart from this we need to focus on each customer’s view carefully in regular time intervals (periodically) so to the best possible is presented here. Still there is a lot of scope for developing on this subject, as excellence is not limited always. Thus in brief, we can conclude that managing and measuring customer’s satisfaction can bring about positive benefits to customers, sales people, managers and executives as well as other employees. The customer’s satisfaction boosts employee morale, reducing employee turnover and in turn helps to produce more satisfied customers. Thus the significance of customer’s satisfaction stretches from financing products, product refinements and service refinements hence assisting in marketing the customer perceived strengths of the product or service.

×