The document discusses a study of customer perception and loyalty towards Bijjaragi Motors in Bijapur, Karnataka. It provides background on the automobile industry in India and Tata Motors. Bijjaragi Motors is a Tata Motors dealership that sells various Tata vehicle models. The study aims to understand customer awareness, opinions, and factors influencing vehicle purchases from Bijjaragi Motors. A survey was conducted through questionnaires with 50 potential customers in Bijapur district to collect primary data for the study.
Customer satisfaction @ bharat gas project report mba marketingBabasab Patil
The document provides information about Shreepatigonda Gas Agency Indi. It discusses the company's vision to become a market leader in customer service and safety standards. It also profiles Bharatgas, the LP Gas division of Bharat Petroleum, which has over 25 million customers in India. The document then lists some of the awards and accolades received by Bharat Petroleum and its territories for achievements in safety and customer service.
marketing strategies and consumer behaviour study for Mahindra BoleroARBA khan
The document is a project report submitted by Arba Khan, a student at Jamia Millia Islamia University, on the marketing strategies and consumer behavior of Mahindra Bolero. It includes a declaration, acknowledgements, synopsis, and outlines of the report contents. The synopsis states the objective is to examine Mahindra's marketing strategies for Bolero and study consumer behavior regarding the SUV. Primary data was collected through dealer interviews and consumer questionnaires, while secondary data came from websites, magazines, books and newspapers. Statistical tools like graphs and charts were used to present the findings.
This document provides information about a research report on corporate social responsibility at Tata Power that was submitted for a Master's degree. It includes a title page, declaration, preface, acknowledgements, table of contents, and the beginning of the introduction to Tata Group and corporate social responsibility sections. The report examines CSR policies and practices at Tata Power and will provide details on their importance to the organization. It was written by Mudita Malviya and guided by Prachi Malhotra for a degree from the Galgotias Institute of Management & Technology.
A project report on measurement of customer satisfaction level on tata indica...Babasab Patil
The document is a research report on measuring customer satisfaction with Tata Indica passenger cars. It provides background on the growth of the Indian automobile industry following economic reforms in 1991. The report focuses on measuring customer satisfaction with Tata Indica cars through surveys with 100 owners in Belgaum region. Key findings include that most owners have an income between 250,000-400,000 rupees and own diesel versions with AC and power steering. The report provides recommendations such as increasing awareness of different versions and improving vehicle maintenance to increase customer satisfaction.
A study on perfoemance management of mahindra and mahindra in bidarProjects Kart
This document outlines a management thesis submitted by Mahananda Baburao for their MBA program. The thesis focuses on performance management at Mahindra and Mahindra in Bidar, India. It includes an introduction outlining the need for and objectives of the study. It also provides the table of contents which shows it will cover a company profile, research design and analysis, findings, suggestions, and conclusions. Various tools and aspects of performance management are defined. The thesis will collect primary data using a questionnaire and analyze performance management practices at Mahindra and Mahindra in Bidar.
A project report on consumer satisfaction level of bajaj bike project reportBabasab Patil
This document provides an executive summary and introduction to a study about customer satisfaction with Bajaj PLATINA bikes in Ilkal town. It includes the following key points:
- The study aims to examine customer satisfaction levels with Bajaj PLATINA bikes through surveys of 100 customers in Ilkal town.
- Bajaj Auto is one of the largest 2 and 3 wheeler manufacturers in the world. The company has a large market share in India.
- The introduction provides background on Bajaj, including its history, subsidiaries, plants, and market leadership in scooters, motorcycles, and 3-wheelers in India.
- The objectives are to understand customer satisfaction levels
A study on the consumer perception of hyundai santro cars in salem cityProjects Kart
This document appears to be a study report on consumer perceptions of Hyundai Santro cars in Salem City, India. It includes an abstract summarizing the study objectives, methodology, findings, and conclusions. The study was conducted through primary and secondary research, including surveys of 350 consumers in Salem City. It analyzes consumers' perceptions of Santro cars compared to other B-segment cars like Tata Indica, Maruti Wagon-R, Maruti Zen, and Maruti Alto. The objectives were to understand brand positioning, measure perceptions of price, quality, and other attributes, and understand reasons for brand preferences. Statistical analysis was used to analyze the data collected.
Comparative study of maruti suzuki and tata motors with reference to after sa...GANESH AWATADE
This document provides an overview of Maruti Suzuki India Ltd, the largest automobile manufacturer in India. Some key points:
- Maruti Suzuki is a joint venture between the Indian government and Japanese company Suzuki Motor Corporation.
- It has the largest market share in India at 37% and is the market leader in passenger vehicles.
- The company produces a wide range of vehicles from small hatchbacks to sedans and SUVs. It has a large sales and service network across India.
- In addition to manufacturing and sales, Maruti Suzuki also provides financing, insurance, and sells used vehicles to support its customers.
Customer satisfaction @ bharat gas project report mba marketingBabasab Patil
The document provides information about Shreepatigonda Gas Agency Indi. It discusses the company's vision to become a market leader in customer service and safety standards. It also profiles Bharatgas, the LP Gas division of Bharat Petroleum, which has over 25 million customers in India. The document then lists some of the awards and accolades received by Bharat Petroleum and its territories for achievements in safety and customer service.
marketing strategies and consumer behaviour study for Mahindra BoleroARBA khan
The document is a project report submitted by Arba Khan, a student at Jamia Millia Islamia University, on the marketing strategies and consumer behavior of Mahindra Bolero. It includes a declaration, acknowledgements, synopsis, and outlines of the report contents. The synopsis states the objective is to examine Mahindra's marketing strategies for Bolero and study consumer behavior regarding the SUV. Primary data was collected through dealer interviews and consumer questionnaires, while secondary data came from websites, magazines, books and newspapers. Statistical tools like graphs and charts were used to present the findings.
This document provides information about a research report on corporate social responsibility at Tata Power that was submitted for a Master's degree. It includes a title page, declaration, preface, acknowledgements, table of contents, and the beginning of the introduction to Tata Group and corporate social responsibility sections. The report examines CSR policies and practices at Tata Power and will provide details on their importance to the organization. It was written by Mudita Malviya and guided by Prachi Malhotra for a degree from the Galgotias Institute of Management & Technology.
A project report on measurement of customer satisfaction level on tata indica...Babasab Patil
The document is a research report on measuring customer satisfaction with Tata Indica passenger cars. It provides background on the growth of the Indian automobile industry following economic reforms in 1991. The report focuses on measuring customer satisfaction with Tata Indica cars through surveys with 100 owners in Belgaum region. Key findings include that most owners have an income between 250,000-400,000 rupees and own diesel versions with AC and power steering. The report provides recommendations such as increasing awareness of different versions and improving vehicle maintenance to increase customer satisfaction.
A study on perfoemance management of mahindra and mahindra in bidarProjects Kart
This document outlines a management thesis submitted by Mahananda Baburao for their MBA program. The thesis focuses on performance management at Mahindra and Mahindra in Bidar, India. It includes an introduction outlining the need for and objectives of the study. It also provides the table of contents which shows it will cover a company profile, research design and analysis, findings, suggestions, and conclusions. Various tools and aspects of performance management are defined. The thesis will collect primary data using a questionnaire and analyze performance management practices at Mahindra and Mahindra in Bidar.
A project report on consumer satisfaction level of bajaj bike project reportBabasab Patil
This document provides an executive summary and introduction to a study about customer satisfaction with Bajaj PLATINA bikes in Ilkal town. It includes the following key points:
- The study aims to examine customer satisfaction levels with Bajaj PLATINA bikes through surveys of 100 customers in Ilkal town.
- Bajaj Auto is one of the largest 2 and 3 wheeler manufacturers in the world. The company has a large market share in India.
- The introduction provides background on Bajaj, including its history, subsidiaries, plants, and market leadership in scooters, motorcycles, and 3-wheelers in India.
- The objectives are to understand customer satisfaction levels
A study on the consumer perception of hyundai santro cars in salem cityProjects Kart
This document appears to be a study report on consumer perceptions of Hyundai Santro cars in Salem City, India. It includes an abstract summarizing the study objectives, methodology, findings, and conclusions. The study was conducted through primary and secondary research, including surveys of 350 consumers in Salem City. It analyzes consumers' perceptions of Santro cars compared to other B-segment cars like Tata Indica, Maruti Wagon-R, Maruti Zen, and Maruti Alto. The objectives were to understand brand positioning, measure perceptions of price, quality, and other attributes, and understand reasons for brand preferences. Statistical analysis was used to analyze the data collected.
Comparative study of maruti suzuki and tata motors with reference to after sa...GANESH AWATADE
This document provides an overview of Maruti Suzuki India Ltd, the largest automobile manufacturer in India. Some key points:
- Maruti Suzuki is a joint venture between the Indian government and Japanese company Suzuki Motor Corporation.
- It has the largest market share in India at 37% and is the market leader in passenger vehicles.
- The company produces a wide range of vehicles from small hatchbacks to sedans and SUVs. It has a large sales and service network across India.
- In addition to manufacturing and sales, Maruti Suzuki also provides financing, insurance, and sells used vehicles to support its customers.
Tvs motors summer internship report a study on customer satisfaction towards ...Priyansh Kesarwani
A study on Customer satisfaction towards TVS Motors in Kanpur City
Objective of the study:
• To know the customer satisfaction level towards services of TVS Motors.
• To know the problems presently faced by the customers at TVS Motors.
• To study the post-sales service performance.
• To know the new area of improvement.
This document provides an overview of the Indian automobile market and TVS Motors' position within it. Some key points:
- Two-wheelers make up the largest segment of the domestic vehicle market at 81%. TVS Motors has a 14.8% market share and produces a wide range of scooters, motorcycles, and mopeds.
- The automobile industry is a major contributor to the Indian economy, accounting for 7.1% of GDP. The government has set a target of $300 billion in automotive revenue by 2026.
- TVS Motors utilizes strategies like new product development, competitive pricing, and expansive distribution networks. However, it faces threats from substitutes, competition
1. The document provides an overview of Hyundai Motors, including its history, mission, organizational structure, products, and SWOT analysis.
2. Founded in 1967, Hyundai Motors is a major South Korean automaker that began international expansion in the 1970s and now operates in over 186 countries.
3. The company's mission is to provide exceptional automotive value by balancing safety, quality, efficiency, and environmental stewardship.
Bajaj Auto is the 3rd largest motorcycle manufacturer globally and 2nd largest in India. It began in 1948 importing and selling Vespa scooters. Today it has 3 main plants and manufactures a range of two-wheelers and commercial vehicles. It has seen strong growth through expanding its product range and exports, with sales reaching over 20 million units annually in recent years. However, motorcycle growth has slowed in India, so Bajaj is focusing on new strategies like gearless scooters, expanding into four-wheelers, improving service and financing to continue its success.
A study on customer satisfaction towards honda activaHardik Ranpariya
This document provides a literature review on customer relationship management (CRM) strategies in the automobile industry, specifically related to Honda Motors. It discusses how Honda uses a customer loyalty program called Good Life Passport to build relationships. It also describes Honda's CRM and dealer management system for integrating sales across 1200 dealers in India. The literature highlights the importance of having the right product, distribution, CRM, and after-sales service to compete in the automobile sector. Overall, the review examines how Honda and other companies like Hero MotoCorp, Caterpillar, and Bajaj Auto use CRM to improve customer value, service, and brand differentiation.
Tata motors final project on consumer satisfaction.Joydip Roy
This document provides an overview of the sales and distribution systems of Tata Motors and Fiat in India. It discusses Tata Motors' dealership model, which the author studied as part of an internship. It also describes the automobile industry in India, major players, vehicle price segments, and trends in domestic sales. The author's research methods including conducting surveys of customers and potential customers.
Customer satisfaction @ tvs motors project report mba marketingBabasab Patil
The document provides information about a study conducted on customer satisfaction and service analysis of Manickbag TVS motors in Belgaum City. The objectives of the study were to understand customer satisfaction levels, problems faced, post-sales service performance, and areas for improvement. A literature review on customer satisfaction and the two-wheeler industry in India is also provided. The document further details the organizational structure and history of Manickbag TVS and provides information on their products and services.
The document discusses conducting an employee satisfaction survey at Jagajampi Bajaj Pvt. Ltd. The objectives of the survey were to determine employee satisfaction levels and identify areas for improvement. A questionnaire was used to collect feedback from a sample of employees. The results would help management enhance working conditions and make any necessary changes.
Hello Friends. This project is represent that what they suffer(like - claims regarding for leakage in pack milk or other customer complains regarding milk, margin on pack milk). All those things has been included in this project and at last i have given some suggestion what should to do for increase in sales and with agents and customer satisfaction also.
Escorts Limited is an Indian engineering conglomerate that was founded in 1960 and is involved in businesses like agriculture machinery, construction equipment, and railway equipment. It is one of the largest tractor manufacturers in India and has two international subsidiaries. The company is committed to quality and has facilities for automotive press shop, hemming shop, die spotting press, and weld shop. It also has capabilities in CAD modelling. Escorts manufactures tractors under brands like Farmtrac, Powertrac, and Escort and has products like shock absorbers and railway couplers. The company is committed to quality, environmental performance, and customer satisfaction.
This document provides information about a study conducted on customer satisfaction levels towards products and services offered by Heritage Foods Limited at their Medavakkam, Rajakilpakkam store in India. Primary data was collected through questionnaires from customers at this store. The analysis tools used include percentage analysis of factors like reasonable price, product advantage, after-sales service, and store prices. The findings and suggestions aim to improve customer satisfaction levels with respect to these factors. The document also provides background information on Heritage Foods Limited, including their mission, vision, founders, and board of directors.
This document is a project report submitted by Mr. Shashidhar Wanti, a student of BBA VI semester at Global College of Business Management & IT in Hubli, Karnataka, India. The project examines TVS Motor Company and strategies to increase sales of its Apache motorcycle model. Key findings include that respondents rated fuel efficiency and low maintenance as most important factors in choosing a motorcycle. The report concludes that TVS Motor must focus on higher-end bikes and improve spare parts availability to remain competitive against other motorcycle manufacturers like Bajaj and Hero Honda.
A study on customer preferebce and satisfaction towards bajaj bikesAjay Savaliya
This document is a summer internship project report submitted by Ajay B. Savaliya to the S.R. Luthra Institute of Management. The project topic is "A study on customer preference and satisfaction towards Bajaj bikes". The report includes certificates from the company and institute, declarations, preface, acknowledgements, and an executive summary. It also provides tables of contents and lists of tables and figures.
A project report on customer satisfaction AT TVS motors project report mba ma...Babasab Patil
The document discusses TVS Motor Company and provides information about:
1) TVS Motor Company, a major Indian motorcycle manufacturer, and their dealership Manickbag TVS in Belgaum City.
2) The objectives of a study conducted on customer satisfaction and service analysis of Manickbag TVS, which include understanding customer satisfaction levels and identifying areas for improvement.
3) A brief history of TVS Motor Company and their products, including being India's largest manufacturer of sub-100cc motorcycles and exporting vehicles to 17 countries.
This document is a project report submitted by Mr. Shashidhar Wanti to the Global College of Business Management & IT in Hubli, Karnataka, India. The project examines TVS Motor Company and strategies to increase sales of its Apache motorcycle model. Key findings include that respondents rated fuel efficiency and low maintenance as most important factors in choosing a motorcycle. Many respondents were satisfied with the Apache's maintenance costs and fuel efficiency. Suggestions to increase Apache sales include expanding the fuel efficiency of higher-end bike models and improving the availability of spare parts. The report also provides background on TVS Motor Company and the automobile industry in India.
The document summarizes a study on consumer behavior, customer satisfaction, and competitive strategy with reference to Mahindra & Mahindra tractors. Primary and secondary data were collected through questionnaires and research on various websites and publications. The analysis found that while customers were generally satisfied with Mahindra tractors' quality, power, and fuel efficiency, they were less satisfied with after-sales service and support. To improve sales, the study recommends that Mahindra focus on improving dealership experience and addressing issues like hydraulic problems and oil leaks more quickly.
A project report on customer satisfaction to words after sales and services o...kARYAPPA
1. The document discusses a study on customer satisfaction of customers at an authorized Mahindra & Mahindra tractor service station in Gadag, India.
2. It provides background information on the tractor industry and Mahindra tractors' history. It also outlines the objectives, scope, and limitations of the study.
3. Primary and secondary data was collected through questionnaires to understand customer preferences, needs, and suggestions to improve service standards.
Study on after sales and service in tvsProjects Kart
The document provides an overview of TVS Motor Company including:
- TVS Motor Company is one of India's leading two-wheeler manufacturers based in Hosur, Tamil Nadu.
- It started as a moped division in 1979 and later had a joint venture with Suzuki, becoming a leader in 100cc motorcycles.
- TVS Motor Company is part of the larger TVS Group, a diversified conglomerate with presence in automotive, electronics, and other industries.
Mahindra & Mahindra Limited is an Indian multinational conglomerate based in Mumbai, Maharashtra. It operates in key industries such as automotive, farm equipment, information technology, trade, and logistics. The company was founded in 1945 and has since grown to employ over 200,000 people with a global presence. Mahindra & Mahindra offers a range of products including utility vehicles, tractors, cars, commercial vehicles, and IT services. It has a vision of being known worldwide for the quality of its products and services.
A PROJECT REPORT ON “CUSTOMER PERCEPTION AND PREFERENCE OF TROPICANA JUICES”Jyoti Prakash
This project report summarizes a study on customer perception and preferences of Tropicana juices. The objectives are to assess brand awareness of Tropicana in terms of product quality, varieties and company image, and to analyze customer satisfaction. The report provides background on Tropicana, describes its history and manufacturing process. It reviews the juice industry and competitors in India. Literature on consumer quality perception, marketing activities, and packaging changes is examined. The report aims to help Tropicana understand customer perception to improve its products and marketing.
A study of consumer perception of car market & buying behaviorProjects Kart
This document is a mini project report submitted for a Master's degree in Business Administration. It examines consumer perception of the car market and buying behavior in India. The report includes an executive summary, introduction on brand personality and the auto industry, literature review, objectives and scope of the study, research methodology, limitations, findings and analysis, and conclusion. The research will measure customer satisfaction for selected car brands based on product and dealer parameters. It will gather both primary and secondary data to analyze consumer satisfaction concepts and tools for evaluating perception of brands in the Indian market.
Tvs motors summer internship report a study on customer satisfaction towards ...Priyansh Kesarwani
A study on Customer satisfaction towards TVS Motors in Kanpur City
Objective of the study:
• To know the customer satisfaction level towards services of TVS Motors.
• To know the problems presently faced by the customers at TVS Motors.
• To study the post-sales service performance.
• To know the new area of improvement.
This document provides an overview of the Indian automobile market and TVS Motors' position within it. Some key points:
- Two-wheelers make up the largest segment of the domestic vehicle market at 81%. TVS Motors has a 14.8% market share and produces a wide range of scooters, motorcycles, and mopeds.
- The automobile industry is a major contributor to the Indian economy, accounting for 7.1% of GDP. The government has set a target of $300 billion in automotive revenue by 2026.
- TVS Motors utilizes strategies like new product development, competitive pricing, and expansive distribution networks. However, it faces threats from substitutes, competition
1. The document provides an overview of Hyundai Motors, including its history, mission, organizational structure, products, and SWOT analysis.
2. Founded in 1967, Hyundai Motors is a major South Korean automaker that began international expansion in the 1970s and now operates in over 186 countries.
3. The company's mission is to provide exceptional automotive value by balancing safety, quality, efficiency, and environmental stewardship.
Bajaj Auto is the 3rd largest motorcycle manufacturer globally and 2nd largest in India. It began in 1948 importing and selling Vespa scooters. Today it has 3 main plants and manufactures a range of two-wheelers and commercial vehicles. It has seen strong growth through expanding its product range and exports, with sales reaching over 20 million units annually in recent years. However, motorcycle growth has slowed in India, so Bajaj is focusing on new strategies like gearless scooters, expanding into four-wheelers, improving service and financing to continue its success.
A study on customer satisfaction towards honda activaHardik Ranpariya
This document provides a literature review on customer relationship management (CRM) strategies in the automobile industry, specifically related to Honda Motors. It discusses how Honda uses a customer loyalty program called Good Life Passport to build relationships. It also describes Honda's CRM and dealer management system for integrating sales across 1200 dealers in India. The literature highlights the importance of having the right product, distribution, CRM, and after-sales service to compete in the automobile sector. Overall, the review examines how Honda and other companies like Hero MotoCorp, Caterpillar, and Bajaj Auto use CRM to improve customer value, service, and brand differentiation.
Tata motors final project on consumer satisfaction.Joydip Roy
This document provides an overview of the sales and distribution systems of Tata Motors and Fiat in India. It discusses Tata Motors' dealership model, which the author studied as part of an internship. It also describes the automobile industry in India, major players, vehicle price segments, and trends in domestic sales. The author's research methods including conducting surveys of customers and potential customers.
Customer satisfaction @ tvs motors project report mba marketingBabasab Patil
The document provides information about a study conducted on customer satisfaction and service analysis of Manickbag TVS motors in Belgaum City. The objectives of the study were to understand customer satisfaction levels, problems faced, post-sales service performance, and areas for improvement. A literature review on customer satisfaction and the two-wheeler industry in India is also provided. The document further details the organizational structure and history of Manickbag TVS and provides information on their products and services.
The document discusses conducting an employee satisfaction survey at Jagajampi Bajaj Pvt. Ltd. The objectives of the survey were to determine employee satisfaction levels and identify areas for improvement. A questionnaire was used to collect feedback from a sample of employees. The results would help management enhance working conditions and make any necessary changes.
Hello Friends. This project is represent that what they suffer(like - claims regarding for leakage in pack milk or other customer complains regarding milk, margin on pack milk). All those things has been included in this project and at last i have given some suggestion what should to do for increase in sales and with agents and customer satisfaction also.
Escorts Limited is an Indian engineering conglomerate that was founded in 1960 and is involved in businesses like agriculture machinery, construction equipment, and railway equipment. It is one of the largest tractor manufacturers in India and has two international subsidiaries. The company is committed to quality and has facilities for automotive press shop, hemming shop, die spotting press, and weld shop. It also has capabilities in CAD modelling. Escorts manufactures tractors under brands like Farmtrac, Powertrac, and Escort and has products like shock absorbers and railway couplers. The company is committed to quality, environmental performance, and customer satisfaction.
This document provides information about a study conducted on customer satisfaction levels towards products and services offered by Heritage Foods Limited at their Medavakkam, Rajakilpakkam store in India. Primary data was collected through questionnaires from customers at this store. The analysis tools used include percentage analysis of factors like reasonable price, product advantage, after-sales service, and store prices. The findings and suggestions aim to improve customer satisfaction levels with respect to these factors. The document also provides background information on Heritage Foods Limited, including their mission, vision, founders, and board of directors.
This document is a project report submitted by Mr. Shashidhar Wanti, a student of BBA VI semester at Global College of Business Management & IT in Hubli, Karnataka, India. The project examines TVS Motor Company and strategies to increase sales of its Apache motorcycle model. Key findings include that respondents rated fuel efficiency and low maintenance as most important factors in choosing a motorcycle. The report concludes that TVS Motor must focus on higher-end bikes and improve spare parts availability to remain competitive against other motorcycle manufacturers like Bajaj and Hero Honda.
A study on customer preferebce and satisfaction towards bajaj bikesAjay Savaliya
This document is a summer internship project report submitted by Ajay B. Savaliya to the S.R. Luthra Institute of Management. The project topic is "A study on customer preference and satisfaction towards Bajaj bikes". The report includes certificates from the company and institute, declarations, preface, acknowledgements, and an executive summary. It also provides tables of contents and lists of tables and figures.
A project report on customer satisfaction AT TVS motors project report mba ma...Babasab Patil
The document discusses TVS Motor Company and provides information about:
1) TVS Motor Company, a major Indian motorcycle manufacturer, and their dealership Manickbag TVS in Belgaum City.
2) The objectives of a study conducted on customer satisfaction and service analysis of Manickbag TVS, which include understanding customer satisfaction levels and identifying areas for improvement.
3) A brief history of TVS Motor Company and their products, including being India's largest manufacturer of sub-100cc motorcycles and exporting vehicles to 17 countries.
This document is a project report submitted by Mr. Shashidhar Wanti to the Global College of Business Management & IT in Hubli, Karnataka, India. The project examines TVS Motor Company and strategies to increase sales of its Apache motorcycle model. Key findings include that respondents rated fuel efficiency and low maintenance as most important factors in choosing a motorcycle. Many respondents were satisfied with the Apache's maintenance costs and fuel efficiency. Suggestions to increase Apache sales include expanding the fuel efficiency of higher-end bike models and improving the availability of spare parts. The report also provides background on TVS Motor Company and the automobile industry in India.
The document summarizes a study on consumer behavior, customer satisfaction, and competitive strategy with reference to Mahindra & Mahindra tractors. Primary and secondary data were collected through questionnaires and research on various websites and publications. The analysis found that while customers were generally satisfied with Mahindra tractors' quality, power, and fuel efficiency, they were less satisfied with after-sales service and support. To improve sales, the study recommends that Mahindra focus on improving dealership experience and addressing issues like hydraulic problems and oil leaks more quickly.
A project report on customer satisfaction to words after sales and services o...kARYAPPA
1. The document discusses a study on customer satisfaction of customers at an authorized Mahindra & Mahindra tractor service station in Gadag, India.
2. It provides background information on the tractor industry and Mahindra tractors' history. It also outlines the objectives, scope, and limitations of the study.
3. Primary and secondary data was collected through questionnaires to understand customer preferences, needs, and suggestions to improve service standards.
Study on after sales and service in tvsProjects Kart
The document provides an overview of TVS Motor Company including:
- TVS Motor Company is one of India's leading two-wheeler manufacturers based in Hosur, Tamil Nadu.
- It started as a moped division in 1979 and later had a joint venture with Suzuki, becoming a leader in 100cc motorcycles.
- TVS Motor Company is part of the larger TVS Group, a diversified conglomerate with presence in automotive, electronics, and other industries.
Mahindra & Mahindra Limited is an Indian multinational conglomerate based in Mumbai, Maharashtra. It operates in key industries such as automotive, farm equipment, information technology, trade, and logistics. The company was founded in 1945 and has since grown to employ over 200,000 people with a global presence. Mahindra & Mahindra offers a range of products including utility vehicles, tractors, cars, commercial vehicles, and IT services. It has a vision of being known worldwide for the quality of its products and services.
A PROJECT REPORT ON “CUSTOMER PERCEPTION AND PREFERENCE OF TROPICANA JUICES”Jyoti Prakash
This project report summarizes a study on customer perception and preferences of Tropicana juices. The objectives are to assess brand awareness of Tropicana in terms of product quality, varieties and company image, and to analyze customer satisfaction. The report provides background on Tropicana, describes its history and manufacturing process. It reviews the juice industry and competitors in India. Literature on consumer quality perception, marketing activities, and packaging changes is examined. The report aims to help Tropicana understand customer perception to improve its products and marketing.
A study of consumer perception of car market & buying behaviorProjects Kart
This document is a mini project report submitted for a Master's degree in Business Administration. It examines consumer perception of the car market and buying behavior in India. The report includes an executive summary, introduction on brand personality and the auto industry, literature review, objectives and scope of the study, research methodology, limitations, findings and analysis, and conclusion. The research will measure customer satisfaction for selected car brands based on product and dealer parameters. It will gather both primary and secondary data to analyze consumer satisfaction concepts and tools for evaluating perception of brands in the Indian market.
This document provides three certificates of employment for Muhammad Aamir Shahzad. The certificates are from M/S.Descon Engineering LLC in Qatar, Technip in Abu Dhabi, and Descon Engineering in Abu Dhabi, certifying that Mr. Shahzad worked as an electrical inspector and QC inspector from 2012 to 2010. The certificates praise his job performance and contributions to various projects.
Project Report: After Sales service of Automobiles in IndiaAnkit Tripathi
This document provides an overview of the auto industry in India. It discusses the evolution of the industry from its early beginnings in the late 19th century to the current market scenario. Some key points covered include:
- The auto industry has grown significantly since the first car rolled out in India in 1895.
- The industry saw two major eras - pre-Maruti and post-Maruti, with Maruti 800 launching in 1981 marking a revolution.
- Liberalization in the 1990s led to many foreign companies entering the Indian market.
- Currently, the passenger car industry accounts for around 16% of the Indian automotive market and is growing at 10% annually. Major players include Maruti,
Buying behavior of customers @ maruthi suzuki mba marketing project reportBabasab Patil
The document discusses a marketing research project conducted by Shantesha Motors Pvt. Ltd. in Belgaum, India on the impact of brand preference among B-segment cars on customer buying behavior in Belgaum city. The study aims to understand which brand is most preferred, customer buying patterns, and customer preferences regarding dealers. The research involved distributing a questionnaire to collect information needed by the company. The findings will help the company understand popular brands, customer purchase decisions, and how to improve customer service.
A project report on consumer perception towards nandini milkBabasab Patil
This document provides an overview of the dairy industry in India and the company profile of the Karnataka Milk Federation (KMF) and Raichur Bijapur Karnataka Milk Producers Union Limited (RBKMUL). It discusses the history and development of the dairy industry in India. It also outlines the objectives, organizational structure and operations of KMF, one of the largest milk cooperatives in India. RBKMUL is one of 13 milk unions affiliated with KMF, responsible for milk procurement, processing and marketing in its region. The document contains executive summaries of a study on consumer perception of Nandini milk, the brand marketed by KMF.
A Study/Project on Customer Perception towards Titan Products by Titan Indust...Aditya Gupta
It's a project report I had made for my BBM degree recently. I'm a Marketing Student so I made a project on "Customer Perception towards Titan Products by Titan Industries".
I'm uploading because I din't find any projects to help me out while I was making my project, so I hope it will help you guys out!
A study of customer satisfaction on after sales and service conducted at arpi...Projects Kart
This document discusses customer satisfaction after sales and service. It introduces the topic and defines customer satisfaction as relating to satisfying human wants through exchange of goods and services. Satisfying customers is important for business management. The document outlines the objectives of the study which are to understand customer perceptions of after sales service, their satisfaction levels and what influences satisfaction. It also aims to study the impact on future sales and whether customers are satisfied with the service. The scope is limited to customers of Bajaj vehicles in Hassan, India. The study uses questionnaires and interviews as primary data collection methods.
The document reviews literature on different models for evaluating training program effectiveness. It discusses Kirkpatrick's four-level model of evaluation, which measures reaction, learning, behavior, and results. It also reviews several studies that applied aspects of Kirkpatrick's model to evaluate specific training programs.
This document provides an overview of Pantaloon Retail (India) Limited, a leading retailer in India. It operates various retail formats including Pantaloons fashion stores, Big Bazaar hypermarkets, Food Bazaar supermarkets, and more. Some key points:
- Pantaloon Retail operates over 16 million square feet of retail space across 1000+ stores in India. It has over 30,000 employees.
- Big Bazaar is a large hypermarket format that combines aspects of Indian bazaars with modern retail. Food Bazaar is a supermarket format focused on food/grocery.
- The company is headquartered in Mumbai and owned by the Future Group, one of India's largest business groups
A study and analysis of customers perception on nandini milk and it’s product...Projects Kart
The document provides an introduction to a study on customer perception of dairy products from Karnataka Milk Federation (KMF) in Hassan city, India. It discusses the background and history of KMF, which has been serving the area for 33 years. The study aims to assess customer behavior and expectations towards KMF's milk products to help the management improve. It will consider factors like gender, age, occupation, income and family size of 100 respondents. The summaries are:
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2) The study aims to understand customer expectations and loyalty towards KMF's milk
This document is a term paper submitted by Abhimanyu Sharma about a customer satisfaction survey conducted on Hyundai products in India. The paper introduces the topic of measuring post-purchase satisfaction levels among Hyundai customers and why this is important for the company. It then provides background information on Hyundai as a company and the automotive industry in India. The paper describes Hyundai's various car models and lists the objectives and scope of the customer satisfaction survey, which aims to understand customer feedback, expectations, and any problems experienced with Hyundai products.
A study on consumer satisfaction in ford motorsrajukann
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Consumer perception the base for decision making. People make decisions instantly within 20 seconds about other person, yet when it comes to product they take more time. If the perception tone is set right by the companies consumer will not have any confusions. This presentation explores the ways and means of consumer perception and ends with the application of perception at large by organizations around the globe.
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Rs. 12,000-15,000 Rs. 15,000-18,000 Rs. 18,000-22,000 Rs. 12,000-15,000
Executive: Rs. 18,000-22,000 Rs. 22,000-26,000 Rs. 26,000-30,000 Rs. 18,000-22,000
Manager: Rs. 30,000-35,000 Rs. 35,000-40,000 Rs. 40,000-45,000 Rs. 30,000-35,000
How to interpret unified industry salaries
The unified salary tables report salaries across temporary and permanent hiring markets for key job profiles in an industry.
Salaries are reported for
Ideacts Innovations project satisfaction towards icafe mangersunilkumbar
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This document provides an overview of a research proposal on consumer attitudes towards performance two-wheelers from Hero, Bajaj, and TVS. The proposal discusses the two-wheeler industry in India, reviews literature on consumer buying behavior, and outlines the objectives, methodology, and chapter structure of the proposed research. Key areas of focus will include identifying criteria considered by consumers when purchasing motorcycles and measuring current buying patterns for Hero Honda bikes.
The document provides an overview of the automobile sector in India. It discusses key players in the industry such as Tata Motors, Maruti Suzuki, and Mahindra & Mahindra. It also summarizes the market share of different automobile segments in India and notes that two-wheelers account for 75% of total vehicle sales. Additionally, it describes the automotive aftermarket business in India and provides an analysis of automobile company earnings for the first quarter of fiscal year 2013.
The document provides an overview of the automobile industry in India. It discusses key aspects of the industry including market analysis, investments, employment opportunities and trends. The industry is growing rapidly due to factors such as increased affordability, demand for fuel efficient vehicles, and government support. The industry employs over 80 lakh people currently and is expected to provide employment to over 25 million people by 2016. Major global automakers are investing heavily in India and see it as an important future market.
Bajaj Auto is a major Indian vehicle manufacturer founded in 1945. It produces automobiles, scooters, motorcycles and auto rickshaws. Bajaj Auto introduced the Bajaj Pulsar motorcycle in 2001 which was very successful and changed expectations for affordable motorcycles in India. The document discusses Bajaj Auto's history, products including the Pulsar, and its financial performance. It also covers the Indian motorcycle market prior to the Pulsar's introduction and the Pulsar's impact in making high power and features expected on affordable motorcycles in India.
A project report on measuring customer satisfaction level and sales promotion...Projects Kart
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Consumer perception of light motorcycleSubhankar Das
This document provides an overview of the automobile industry in India, with a focus on the two-wheeler segment. It discusses the historical dominance of scooters in the 1950s by companies like API and Bajaj. In the 1980s, Japanese companies like Hero Honda and TVS Suzuki entered through collaborations and introduced new 100cc bike technologies. These fuel-efficient bikes became hugely popular among India's growing middle class. Liberalization policies in the 1990s further boosted the industry through increased foreign investment. Today, two-wheelers form the backbone of India's automobile industry, led by market leader Hero Honda.
The document discusses the two-wheeler industry in India. It provides background on the growth of the industry in India, highlighting that India is now the 2nd largest manufacturer and producer of two-wheelers globally. The key drivers of demand for two-wheelers are discussed, including inadequate public transportation, increased financing availability, urbanization, and income growth. Segmental sales growth is reviewed, with motorcycles seeing the largest rise. The future focus of the industry is also mentioned.
The document is a project report on buying behavior prepared by students for a class. It includes an index, acknowledgements, and sections on the automobile industry, Maruti Suzuki company history and industrial relations, objectives of studying brand preference and buying behavior, findings from a survey, suggestions, and conclusion.
The key findings are:
1) Customers consider mileage, price, and maintenance cost most important when buying a car.
2) Most are willing to pay 3-4 lakhs and prefer bank loans for financing.
3) Maruti Alto is the most preferred B-segment car brand.
4) Over half cited comfort as their reason for choosing a car over need or status.
The document provides information about Tata Motors, a major Indian automotive manufacturing company. It discusses the company's product portfolio including passenger cars, trucks, buses and military vehicles. Tata Motors has manufacturing plants in India as well as other countries like the UK, South Africa and Thailand. The summary also includes details about Tata Motors' management and board of directors.
A study of consumer behavior on small carsProjects Kart
This document is a study on consumer behavior for small cars in India. It includes an executive summary that outlines the objectives of analyzing brand personality and measuring customer satisfaction for selected car brands. The introduction defines the importance of word-of-mouth recommendations and measuring customer willingness to recommend products. The overview provides context on the growth of the Indian auto industry and market segments.
The Indian automotive industry is well-positioned for medium-term growth driven by rising incomes, a growing working-age population, and increasing vehicle affordability. Growth will be led by two-wheelers, which account for the majority of vehicle sales. Factors like fuel economy will also be important as consumers remain price-conscious. While consolidation may occur, the nature of demand differs from global markets, with affordability and alternative fuels influencing trends in India. Overall the outlook is positive based on domestic demand, with four-wheelers expected to gain volumes as more consumers transition to cars.
Marketing strategies in automobile industry in indiaRaagini m
EXECUTIVE SUMMARY
Marketing is the action or business of promoting and selling products or services, including market research, strategies, advertising, etc.
Indian Automobile Industry is one of the largest in the world. It contributes to 7.1% of country’s GDP.
In this research, the marketing strategies that are taken up by the automobile manufacturers to grow and sustain in the Indian Market is discussed. This research is secondary in nature. For this purpose, two of the leading automobile companies are taken – Tata Motors Ltd and Hyundai Motors India Ltd (HMIL).
3 major criteria are taken to carry out this research:
a) 4P’s of Marketing
b) SWOT analysis
c) Pest Analysis
Conclusion – Tata Motors is in a better position than HMIL due to the following reasons:
Tata has a well-established brand name
It is almost in all segments of the automobile market.
It is socially more active and giving than HMIL
This document provides a report on research conducted on the two-wheeler automobile industry in India. It discusses key aspects of the industry including major players, market share, geographical presence, positioning strategies, and trade bodies. The two-wheeler industry is dominated by Hero MotoCorp, Honda, TVS, and Bajaj, who together hold over 80% of the market. Players pursue different positioning strategies and have manufacturing plants across India. The Automotive Component Manufacturers Association of India (ACMA) is the main trade body representing the auto component industry.
The document provides information about a research project on the small car segment in India. It includes an introduction to consumer behavior and perception as it relates to car purchasing. It also gives background on the Indian automobile industry and current market scenario. The document outlines the research methodology, which involved collecting primary data through questionnaires and secondary data from publications. The objectives are to examine consumer psychographics, buying behavior, decision making process, and perceptions of different small car brands. Data was collected from a sample of 30 small car owners in Delhi to analyze competition between brands like Santro, Zen, and Indica.
The Indian Automotive Industry - Evolving DynamicsVarun Bhandari
This PPT Is About The Indian Automotive Industry - Evolving Dynamics, Indian Auto Sector - Medium Term - Growth, Consolidation, Indian Auto Sector – Long-term - Green revolution, Mobility revolution, About KPMG In India
The document appears to be a project report submitted by Nilanjan Bhaumik to Amity Global Business School in partial fulfillment of an MBA degree. The report focuses on volume growth in small pickup vehicles for Tata Motors. It includes sections on the executive summary, industry profile, company profile, research methodology, findings and conclusions, limitations, recommendations, and references.
This document discusses brand personality as it relates to cars in the Indian market. It provides an overview of the automobile industry in India and reviews literature on brand personality and how it is created. Brand personality refers to the human traits associated with a brand, and is influenced by a brand's marketing mix, user imagery, sponsorship activities, age, and symbols. Understanding brand personality can help enrich consumer understanding, contribute to brand differentiation, and guide communication efforts. The document examines how companies try to link certain personalities to the brands of cars they sell.
The document discusses a study conducted on consumer buying preferences towards the Mahindra Scorpio SUV in Bangalore. It provides background information on the intern who conducted the study, the organization where the internship was done, and the guidelines and objectives of the study. The study aims to analyze factors influencing consumer brand preferences and satisfaction levels towards the Mahindra Scorpio.
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LEARNING OBJECTIVES:
1. Understand the MECE Principle
2. Improve Analytical Skills
3. Apply MECE Framework
4. Enhance Decision-Making
5. Optimize Resource Allocation
6. Facilitate Strategic Planning
KALYAN CHART SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART
SATTA MATKA DPBOSS KALYAN MATKA RESULTS KALYAN CHART KALYAN MATKA MATKA RESULT KALYAN MATKA TIPS SATTA MATKA MATKA COM MATKA PANA JODI TODAY BATTA SATKA MATKA PATTI JODI NUMBER MATKA RESULTS MATKA CHART MATKA JODI SATTA COM INDIA SATTA MATKA MATKA TIPS MATKA WAPKA ALL MATKA RESULT LIVE ONLINE MATKA RESULT KALYAN MATKA RESULT DPBOSS MATKA 143 MAIN MATKA KALYAN MATKA RESULTS KALYAN CHART
Enabling Digital Sustainability by Jutta EcksteinJutta Eckstein
This is a New Zealand wide meetup event with meetup groups from Auckland, Wellington and Christchurch attending and open to anyone with an interest in digital sustainability or agile. All welcome. Joke, this is how it started. Jutta is now also available in Germany, i.e. hosted by Berlin/Brandenburg
According to the World Economic Forum, digital technologies can help reduce global carbon emissions by up to 15%. However, digitalization also comes with some challenges. Thus, if we want to make a positive impact by increasing sustainability, we need to address challenges like the digital divide, energy consumption of IT, or the rise of electronic waste. In this talk, I want to explore how Agile can help to leverage Digital Sustainability.
Customer perception @ bijjaragi motors mba project report
1. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
CONTENTS
Chapter 1
Executive Summary
Introduction
Automobile Industry
Tata motors
Chapter 2
Bijjaragi History and concerns
Organization Profile
Benefits of employee & customer
7 P’s
Chapter 3
HR department
Service department
Sales department
Chapter 4
Findings
Suggestion
Conclusion
Questionnaire
Bibliography
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EXECUTIVE SUMMARY
This project mainly concentrates on the
“Organization Study & Study of Customer perception and
loyalty towards BIJJARAGI Motors Bijapur”.
A consumer may have set of interests, benefits, attitudes and life style before
purchasing a product. But there might be a major change in his taste of preference after
the purchase has been made. In such a position it is difficult for the marketer to know the
behaviour of the consumer. With this view in mind the research study will be conducted
to find out the consumer preference towards store and loyalty.
To carry on the study the research has been conducted as per the marketing
research process. As the study requires the customer (potential) opinion it will also help
to know the awareness level of store and loyalty in Bijapur district and also the opinion
regarding the vehicle as well as the overall performance of bijjaragi Tata motors. The
study will also help us to identify the factors that influence to buy the store and loyalty
which will helpful to company for better improvement of the vehicles & stores. For this
study I had collected the primary data through questionnaire and the company catalogues,
brochures are collected for secondary information. To collect primary data survey is
conducted on individuals (potential customers) this study is limited to the Bijapur district
only. The sample size that I had taken is 50.
This study will also help company to know the customer like as well as there need, want
& satisfaction in stores. (Like bijjaragi motors, manikbag motors, bhagyodaya motors.
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3. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
INTRODUCTION
Market area in India has been witnessing several changes in charter and
Complexity since the last few years. These changes include a higher reach of mass media,
particularly due to an increased penetration of satellite Channels, availability of a greater
assortment of products and services. Higher level of consumer spending on items other
than basic necessities, more discerning choice behavior exhibited by consumers, and a
clear Indication of consumer preference for better value in products and services.
The passenger vehicle segment in the automobile industry plays a vital role in
India .The present day market is such that the passenger vehicle is affordable by Middle
class people in urban and semi-urban areas; it is also more convenient for traveling short
and long distance. Over the years the sales figured of the four wheelers has increased to a
very large extent. The sale of the four-wheeler in 1950 was nearly 300 units whereas now
the sales have shot up to millions.
The Indian automobile industry is now striding inroads into the rural middle class
after its inroads into the urban markets and rural rich. It is trying to bring in varying
products to suit requirements of different class segments of customers.
Vehicles that can be considered automobiles were demonstrated as early as 1769
and 1885 marked the introduction of gasoline powered internal combustion engines.
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MOTORS
History of Automobile Industry
The history of the automobile industry in India actually began about 4,000 years
ago when the first wheel was used for transportation. In the early 15th century, the
Portuguese arrived in China and the interaction of the two cultures led to a variety of new
technologies, including the creation of a wheel that turned under its own power. By the
1600s, small steam-powered engine models were developed, but it was another century
before a full-sized engine-powered automobile was created.
The dream a carriage that moved on its own was realized only in the 18th century
when the first car rolled on the streets. Steam, petroleum gas, electricity and petrol started
to be used in these cars.
India's transport network is developing at a fast pace and the automobile industry
is growing too. The automobile industry also provides employment to a large section of
the population. Thus the role of automobile industry cannot be overlooked in Indian
Economy. All kinds of vehicles are produced by the automobile industry. It includes the
manufacture of trucks, buses, passenger cars, defence vehicles, two-wheelers, etc. The
industry can be broadly divided into the car manufacturing, two-wheeler manufacturing
and heavy vehicle-manufacturing units.
The major car manufacturers in India are Hindustan Motors, Maruti Udyog, Fiat
India Private Ltd., Ford India Ltd., General Motors India Pvt. Ltd., Honda Siel Cars India
Ltd., Hyundai Motors India Ltd., Skoda India Private Ltd., Toyota Kirloskar Motor Ltd.,
to name just a few.
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MOTORS
RATAN TATA
Chairman of Tata Sons and major Group companies, including Tata Motors,
Tata Steel, Tata Consultancy Services, Tata Power, Tata Tea, Tata Chemicals, Indian
Hotels, Tata Tele-services and Tata Auto Company.
Vision Statement
“To be the Most Sought after Organization for Enabling
Tata Group Companies Achieve Industry Leadership”
Values
“Credibility, Integrity, Excellence & Continuous Learning and Sharing”
The Tata Group is one of India's largest and most respected business
conglomerates, with revenues in 2005-06 of $21.9 billion (Rs 967,229 million),
the equivalent of about 2.8 per cent of the country's GDP, and a market
capitalisation of $62.2 billion as on July 12, 2007. Tata companies together
employ some 2, 46, 000 people. The Group's 28 publicly listed enterprises —
among them stand out names such as Tata Steel, Tata Consultancy Services,
Tata Motors and Tata Tea — have a combined market capitalisation that is the
highest among Indian business houses in the private sector, and a shareholder
base of over 2 million. The Tata Group has operations in more than 54 countries
across six continents, and its companies export products and services to 120
nations. Products of TATA Motor Heavy Vehicles.
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6. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
INDIAN AUTOMOBILE INDUSTRY
The Indian auto industry has grown at an impressive 16.82 per cent over
the last year with total sales of vehicles reaching around 10 million vehicles till
November 2006 as against 8.5 million in 2005. Spurred by a huge demand from the
market, the increase in production is set to improve further driven by a buoyant economy,
with increasing purchasing power, new product launches, coupled with attractive finance
schemes from automobile manufacturers and financial institutions. The domestic
passenger car market recorded a historic 22.66 per cent growth in April-December, 2006,
second only to the 28.56 per cent in fiscal 2003-04. Analysts believe the industry will
close fiscal 2006-07 with around 22-23 per cent growth, against just 16 per cent in
2005-06.
Destination India: India is on every major global automobile player's roadmap, and it
isn't hard to see why:
• India is the second largest two-wheeler market in the world
• Fourth largest commercial vehicle market in the world
• 11th largest passenger car market in the world
• Expected to be the seventh largest by 2016
Robust production: The cumulative growth of passenger vehicles segment during
April-February 2007 compared to the corresponding period in the last year was 22.91
per cent, while that of passenger cars in the same duration was 24.76 per cent, says
the Society of Indian Automobile Manufacturers (SIAM). The commercial vehicles
segment grew by 36.12 per cent during the April-February 2007 period, while three
wheeler sales grew by 14.5 per cent, it added.
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8. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
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Ashok Leyland
HMT Tractors
Royal Enfield
Audi AG
Honda Motors Co. Ltd.
San Motors
Bajaj Auto
Hyundai Motors
Scooters India Ltd
BEML
Indofarm Tractors
Skoda Auto India
BMW
Kinetic Motor Co. Ltd.
Sonalika Tractors
Bentley Motors Limited
Lamborghini
Suzuki Motors
Chevrolet
LML India
Swaraj Mazda Ltd.
Daewoo Motors
Mahindra & Mahindra
Ltd.
Tafe Tractors
Eicher Motors
Maruti Suzuki India Ltd.
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9. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
Economic Survey 2007-08 says:
The installed capacity of the automotive industry has been growing at a compounded
annual rate of over 16 per cent since 2001-02. It produced a wide variety of vehicles
including 1.7 million four wheelers (passenger cars, light, medium and heavy commercial
vehicles, multi-utility vehicles such as jeeps), and over 8 million two and three wheelers
(scooters, motor-cycles, mopeds, and three wheelers) in 2006-07.
India is the second-biggest market for small cars after Japan. It accounts for 60% of the
domestic market.
Facts Figures
It seems that India has finally arrived in the big league of Asian car markets. Steady and
impressive annual growth rate, presence of international automakers, relaxation of
foreign exchange and equity regulations, reduction of tariffs on imports and few others
are the components of its booming auto market. The country has now come to be
recognized as a potential emerging auto market. The perception of foreign investors has
changed, everybody wanting to be here.
For the first time, in the financial year end in 2005, the total sales of passenger vehicles -
cars, utility vehicles and multi-utility vehicles - crossed the one-million mark to touch
1.06 million, with exports of 166,000 vehicles.
Study says that by 2010 India will take over Germany in sales volumes and
Japan by 2012. And by 2050, Indians will buy every sixth car produced in the world.
Apart from serving the domestic market, the auto sector has turned as a sourcing base for
the global auto majors. The auto component market is also in its full swing. As per the
research of RNCOS, one of the leading industry firms, the Indian automobile component
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MOTORS
industry is estimated to triple from USD 63 billion to USD 190 billion within a span of
six years by 2012.
Indian Automobile Industry Estimation:
Estimated turnover USD 12 billion, plus components revenue USD 3 billion, this is the
vastness of Indian automobile industry. Industry analysts predict this industry to touch
USD 13000 million marks by 2010, a cumulative growth of 9.5% annually. It is said that
for every Re 1 spent, the auto sector returns Rs. 2.24 to the Indian economy.
Automobile Dealers Network in India
In terms of Car dealer networks and authorized service stations, Maruti
leads the pack with Dealer networks and workshops across the country. The other leading
automobile manufactures are also trying to cope up and are opening their service stations
and dealer workshops in all the metros and major cities of the country. Dealers offer
varying kind of discount of finances who in tern pass it on to the customers in the form of
reduced interest rates.
Automobile Export Numbers
Category 1998-99 2004-05 (Apr-Dec)
Passenger Car 25468 121478
Multi Utility Vehicles 2654 3892
Commercial Vehicles 10108 19931
Two Wheelers 100002 256765
Three Wheelers 21138 51535
Percentage Growth 16.6 32.8
The industry has adopted the global standards and this was manifested in the increasing
exports of the sector. After a temporary slump during 1998- 99 and 1999-00, such exports
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registered robust growth rates of well over 50 per cent in 2002-03 and 2003-04 each to
exceed two and- a-half times the export figure for 2001-02.
EVEN Growth
Opposing the belief that the growth in automobile industry has catered
only to the top income-stratum of society, Growth of exports of 32.8 % in the first three
quarters of 2004-05, the fastest growth in volumes has come from commercial vehicles as
against passenger car.
Between 1998-99 and 2003-04, output of commercial vehicles has grown 2.8 times
compared to the 2.2 times increase in passenger cars. Furthermore, two-wheeler output
continues to dominate the volume statistics of the sector. In 2003-04, for every passenger
car turned out by the sector, there were 7 two-wheelers produced. In the two wheeler
segment, there is a greater preference for motorcycles followed by scooters, with both
production and domestic sales of motorcycles increasing at faster rates than for scooters
in the current and previous years. However, mopeds have registered low or negative
growth. Export growth rates have been high both for motorcycles and scooters.
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MOTORS
THE KEY FACTORS BEHIND THIS UPSWING:
Sales incentives, introduction of new models as well as variants coupled with easy
availability of low cost finance with comfortable repayment options continued to drive
demand and sales of automobiles during the first two quarters of the current year. The
risk of an increase in the interest rates, the impact of delayed monsoons on rural demand,
and increase in the costs of inputs such as steel are the key concerns for the players in the
industry.
As the players continue to introduce new models and variants, the
competition may intensify further. The ability of the players to contain costs and focus on
exports will be critical for the performance of their respective companies.
The auto component sector has also posted significant growth of 20 per
cent in 2003-04, to achieve a sales turnover of Rs.30,640 crore (US$ 6.7 billion). Further,
there is a potential for higher growth due to outsourcing activities by global automobiles
giants. Today, this sector has emerged as another sunrise sector.
Why India: The economy of India is emerging. The following table shows the ranking of
India in the past four years.
Rank 2005 2004 2003 2002
1 China China China China
2 India Thailand Thailand Thailand
3 Thailand India USA USA
4 Vietnam Vietnam Vietnam Indonesia
5 USA USA India Vietnam
6 Russia Russia Indonesia India
7 Korea Indonesia Korea Korea
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Twin Advantages:
• Scaling costs
• Optimizing resources
INDUSTRY GROWTH
The passenger car and motorcycle segment in Indian auto Industry is growing by
8-9 per cent.
• The automobile industry crossed a landmark with total vehicle production of 10
million units.
• Car sales was 8,82,094 units against 8,20,179 units in 2004-05.
• The two-wheeler market grew by 13.6 per cent with 70,56,317 units against
62,09,765 units in 2004-05.
• Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against
3,18,430 units in 2004-05
Passenger car business unit
The company's passenger car range comprises the compact car Indica, the
midsize Indigo and Indigo Marina in both petrol and diesel versions. The Tata Sumo, the
Tata Safari and its variants are the company's multi-utility vehicle offerings.
In addition to the growth opportunities in the domestic market, the company is
pursuing growth through acquisitions. In 2004, it acquired the Daewoo Commercial
Vehicle Company, Korea's second-largest truck maker, now named Tata
Daewoo Commercial Vehicles Company. In 2005, Tata Motors acquired a 21-per cent
stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, with an
option to acquire the remaining stake as well.
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Indian Auto Market Growth for the year 2007-08
1. The domestic automobile industry sales grew 12.8 per cent at 89,10,224 units as
against 78,97,629 units in 2004-05.
2. The automotive industry crossed a landmark with total vehicle production of 10
million units.
3. According to the Society of Indian Automobile Manufacturers (SIAM), car sales
was 8,82,094 units against 8,20,179 units in 2004-05.
4. The growth of domestic passenger car market was 7.5 per cent
5. Car exports stood at 1,70,193 units against 1,60,670 units in 2004-05.
6. The two-wheeler segment, the market grew by 13.6 per cent with 70,56,317 units
against 62,09,765 units in 2004-05.
7. Motorcycles had the upward march, 17.1 per cent in domestic market touching
58,15,417 units against 49,64,753 units in 2004-05.
8. Scooter segment grew by 1.5 per cent, fall at 9,08,159 units against 9,22,428 units
in 2004-05.
9. Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against
3,18,430 units in 2004-05.
10. Medium and heavy commercial vehicles managed a growth of 4.5 per cent
against 23 per cent growth in the year ended March 31, 2005.
11. Light commercial vehicles sales growth was 19.4 per cent at 1,43,237 units
against 1,19,924 units in 2004-05.
12. Three-wheelers sales rose by 17 per cent at 3,60,187 units against 3,07,862 units
in 2004-05.
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TATA MOTORS IN INDIA
Type Public (NYSE: TTM)
Founded 1960
Headquarters India
Industry automotive
Products commercial vehicles
INR 369.88 billion or $9.07 billion
Revenue
(F.Y. 2006, converted)([2])
Website http://www.tatamotors.com/
Profile:
Tata Motors, the flagship company of Tata group. Established in 1945 Tata
Motors is India's largest automobile company, with revenues of Rs/- 24,000 crore (USD
5.5 billion) in 2005-06. The company began manufacturing commercial vehicles in 1954
with a 15-year collaboration agreement with Daimler Benz of Germany.
It is the leader by far in commercial vehicles in each segment, and the second-largest in
the passenger vehicles market with winning products in the compact, midsize and utility
vehicle segments. The company is the world's fifth-largest medium and heavy
commercial vehicle manufacturer.
Tata Motors Limited, formerly known as TELCO (TATA Engineering
and Locomotive Company), is India’s largest passenger automobile and commercial
vehicle manufacturing company. It is also the world's 5th largest commercial vehicle
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manufacturer. It is part of the Tata group. Tata Motors is widely credited for putting India
on the automotive map by designing and developing its own range of cars. Tata Motors
date back to 1945 when they started making Trains. Tata Motors was first listed on the
NYSE in2004. Tata Motors had created the wealth Rs 320bn during 2001-2006 and stood
among top 10 wealth creators in India.. In 2004 it also bought Daewoo's truck
manufacturing unit in South Korea. In March 2005, it acquired a 21% stake in Hispano
carrocera SA, giving it controlling rights in the company. Tata Motors and the Fiat group
have signed a new memorandum of understanding (MoU) to establish a 50:50 joint
venture to manufacture passenger vehicles, engines and transmission systems for both
domestic and export markets Tata Motors is a company of the Tata and Sons Group,
founded by Jamshetgi Tata. It is currently headed by Ratan Tata.The company has the
workforce of 22000 employees working in its three plants and other regional and zonal
offices across the country.
Tata Motors' range of passenger cars is still not comprehensive by international
standards. In commercial vehicles, Tata Motors commands an imposing 65% market
share in the domestic heavy commercial market. The company is trying to modernize its
range of commercial vehicles. Tata Motors hived off its vehicle finance business into a
separate subsidiary, TML Financial Services (TMLFS), in September 2006. The
company plans to build a car that will cost just under Rs 1,00,000 considering that 2
wheelers in India cost Rs 50,000/-.
Indigenously developed mini-truck. Tata motors manufacturing units are
located at Jamshedpur, Lucknow and Pimpri-Chinchwad (Pune). The Pune plant
manufactures the passenger cars.
AREA OF BUSINESS:
Tata Motors' product range covers passenger cars, multi-utility vehicles as well as light,
medium and heavy commercial vehicles for goods and passenger transport. Seven out of
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10 medium and heavy commercial vehicles in India bear the trusted Tata mark. The
company developed India's first indigenously developed light commercial vehicle, India's
first sports utility vehicle and, in 1998, the Tata Indica — India's first indigenously
manufactured passenger car. Within two years of launch, Tata Indica became India's
largest selling car in its segment.
Research and development
Tata Motors invests approximately up to 2 per cent of its annual turnover on
research and development, with an emphasis on new product / aggregates development
and technology up gradation. Its Engineering Research Centre in Pune employs over
1,400 scientists and engineers and has India's only certified crash-test facility and hemi-
anechoic chamber for testing of noise and vibration.
The company also draws on the resources of leading international design
and styling houses like the Institute of Development in Automotive Engineering, SPA,
Italy, and Stile Bertoni, Italy. The company has also been implementing several
environmentally sensitive technologies in manufacturing processes and uses some of the
world's most advanced equipment for emission checking and control.
Environmental responsibility
Tata Motors has led the Indian automobile industry's anti-pollution efforts through a
series of initiatives in effluent and emission control. The company introduced emission
control engines in its vehicles in India before the norm was made statutory. All its
products meet required emission standards in the relevant geographies. Modern effluent
treatment facilities, soil and water conservation programmes and tree plantation drives at
its plant locations contribute to the protection of the environment and the creation of
green belts.
Global Competition
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Tata Motors have some distinct advantages in comparison to other MNC
competitors. There is definite cost advantage as labor cost is 8-9 per cent of sales as
against 30-35 per cent of sales in developed economies. Tata motors have extensive
backward and forward linkages and it is strongly interwoven with machine tools and
metals sectors. India is an excellent source for IT based engineering solution for products
& process Integration. There are strong supporting industries
Exports
Tata Motors' vehicles are exported primarily to Europe, Africa, the Middle
East, South and South East Asia and Australia. The company also has assembly
operations in Malaysia, Bangladesh, Ukraine, Kenya and Russia. Over the years, the
company has received more than 50 awards from the government of India's Engineering
Export Promotion Council, for its export initiatives. While currently about 14 per cent (as
on March 31, 2005) of its revenues are from its international business, the company
intends to increase its international business through organic and inorganic growth routes.
Milestones
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It has been a long and accelerated journey for Tata Motors, India's leading
automobile manufacturer. Some significant milestones in the company's journey towards
excellence and leadership.
Awards
Tata Motors has been chosen as India's Most Trusted Brand in cars in a
Readers Digest-AC Nielsen consumer survey in 2006.
Tata Motors' mini-truck, Ace, which has created an all-new category in the
commercial vehicles market, received the BBC-Top Gear' Design of the Year
2006. The company's Star bus low-floor city bus and the Novus heavy truck were
adjudged second and third respectively.
For the second consecutive year, Auto Monitor as the ‘Commercial Vehicle
Manufacturer of the Year’ rated Tata Motors for 2006.
The Commercial Vehicle Business Unit won the CII-Exim Bank Award for 2005
for Business Excellence, for being a role model of excellence in management. The
award particularly recognizes excellence in the management of quality as a
fundamental process. The two divisions of the company also won the Tata
Group's JRD QV Awards for Business Excellence in 2005. The Jamshedpur plant
and the car plant at Pune received the Union Ministry of Power's National Energy
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Conservation Award, which recognize significant initiatives to reduce energy
intensity and improve energy efficiency.
The Jamshedpur plant won the award for the fourth year in a row. The
Commercial Vehicle Business Unit and the Passenger Car Business Unit also
received the CII's National Award for excellence in energy management. The
Foundry Division at the Pune plant received the Gargi Huttenes Albertus Green
Foundry of the Year Award.
Manufacturing
Tata Motors owes its leading position in the Indian automobile industry to its
strong focus on indigenization. This focus has driven the Company to set up world-class
manufacturing units with state-of-the-art technology. Every stage of product evolution-
design, development, manufacturing, assembly and quality control, is carried out
meticulously. Our manufacturing plants are situated at Jamshedpur in the East, Pune in
the West and Lucknow in the North.
Jamshedpur:
This was the first unit of the Company established in 1945 and is spread over an
area of 822 acres. It consists of 3 divisions - Truck, Engine (including the Gear Box
division) and Axle. The divestments in March 2000.
Pune:
The Pune unit is spread over 2 geographical regions- Pimpri (800 acres) and
Chinch wad (126 acres). It was established in 1966 and has a Production Engineering
Division, which has one of the best motors.
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Lucknow:
Established in 1991 and covering an area of 600 acres, the Lucknow Plant was
established to assemble Medium Commercial Vehicles (MCVs) to meet the demand in
the Northern Indian market. In 1995, the unit started manufacturing bus.
Products
Passenger Cars, Indica, Indigo
Utility Vehicles- Safari, Sumo
Trucks- NOVUS and others
Bus- Starbus, Globus and others
Defence Vehicles
Research Tata Cars in India
The India Cars. They understand market and Indian roads better here. Have been
successful in creating right brand equity and share. Offering very practical and economic
cars are their prime motive and they are doing well with it. However Tata cars cannot be
considered as perfect by any means. They have expertise in diesel technology and lack in
petrol. Highly successful Indica's latest petrol version Xeta is Tata's biggest hope.
Products
Passenger cars and utility vehicles
• Tata Sierra
• Tata nano
• Tata Sumo
• Tata Safari
• Tata Indica
• Tata Indigo
• Tata Indigo Marina
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END A PROFILE AND
INTRODUCTION
OF TATA MOTORS
BIJJARAGI MOTORS
Company profile of Bijjargi Motors
Bijjargi Motors has made deep inroads in the cars market at north region of
Karnataka with top breeds cars from the house of Tata Motors. As a professionally
managed car dealer. Bijjargi Motors is committed to excellence in serving all our
esteemed customers.
Bijjargi Motors has earned a new name & fame since it has become an authorized
dealer ship for Tata Motors in car passenger world. Its has been on the growth trail with
no looking back. As an authorized dealer of Tata Motors cars, we bring to you first rate
cars & leave no stone unturned to provide great service. A modern show room of Bijjargi
Motors welcomes you. Well maintained fleets of test drive cars are there to give you feel
experience & drive dynamics on actual driving condition. The showroom even supports
you with the service centre, to assure you of quality service. The Sales Team at bijjargi
Motors is made up of dedicated show room & field professional with associated with
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MOTORS
various sections to guide our valuable customers through the entire sales process right
from assisting in the choice of model, colour & features to extend a helping hand for our
customers.
We bijjargi motors are proud to say that we have been made an elite dealer by Tata
Motors for recognition for outstanding achievements & dedicated dealership
enhancement.
Bijjargi Motors of Bijapur has been the winner for best seller award from Tata
Motors& in our services too.
Show Room of Bijjargi Motors
Make your dreams & aspirations come true. This elegant exclusive modern show room
of Bijjargi Motors an authorized dealership of Tata Motors is designed to meet the rising
expectation of the customers. Here a fleet of well maintained Tata Cars awaits your
perusal. We are connectively located at “NH-13 BYE- PASS, INDI ROAD CROSS, at
BIJAPUR’. We are providing better access to both the proud owner as well as
prospective buyers. We have market & service of Tata Motors vehicles like Tata Indica,
Indica, Vista, Indigo, Sumo, Safari, and Sumogrande through our sales & services out
lets.
The showroom through its large workshop would offer sales service, Spare parts &
accessories support to its customers. Our service centre is out fitted with the latest
modern equipments & updates with Tata challenging world standards. Our technical team
is qualified & trained to analyze & provide accurate solution as service point of view.
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Objectives of Bijjargi Motors:
To give quality service to customers.
To know the expectations of the customers & to fulfil the
expectations.
To Maintenance of good relations with customers.
To Quality service & reasonable charge.
To maintain the healthy environment in the organization.
To give full support to the employees & the customers.
To provide training & development to the employees to satisfy the
Customers to the maximum extent.
To Job satisfaction for employees.
To Main objective is to satisfy the customers to the maximum extent
ORGANIZATION PROFILE
Company Name : BIJJARAGI MOTORS
Established on : In the year 1991
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MOTORS
Address : BIJJARAGI MOTORS
Indi cross, Bijapur 586104
Plant Area : 2.5 Acre
Capital : 1.5 Crore
Owner/Partner : Partner
Managing Director : Raju.Bijjargi
Total No of Employees : 160
BIJJARAGI MOTORS LOGO IS
BIJJARGI AUTOMOBILES (Tata Motors Authorized Service Station)
Bijjargi Automobiles an authorized service station started in Feb 2004, having with (12)
members as staff. At present the company has almost tripled the strength i.e. (39) in
numbers. In the first financial year we placed 1st rank in spare part section & 2nd rank in
service section for the financial year 2004 -2005. Due to our excellent service many
customers from Light commercial vehicles like (ACE, 207,407,709,909,1109) & Heavy
commercial Vehicles like (1510,1613,2515,2518,3516,4018,4923) all the customers are
satisfied.
Due to this reason Bijjargi Automobiles service network got popularized from north India
to south India & got a brand name through out India. Bijjargi Automobiles has been place
d in top ranking continuously since 2004 to current financial year, our staffs are
completely skilled in handling light & heavy commercial vehicle in terms of repair,
service, Accidental ( Body shop), AMC. Our Brand customers (Fleet owners) are Piramal
& company, Essel Transport Company, Manisha Parivahan Pvt Ltd, Kataria Movers pvt,
Ltd., Bharadwaj Road Lines, Ideal Movers., and Global Frieght Carriers. Our final aim
ends with customer satisfaction & to continue the service relation with latest technology
along with human relation.
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WORKING HOURS
• Morning 9.30a.m. to 2.00 pm Noon
• Noon 2.00p.m. to 2.30 p.m. Break for lunch
• Noon 2.30p.m to 5.30p.m. Evening.
ACTIVITIES:
Sale of Light Vehicles of TATA Motors
Repairs/services of all ranges of TATA vehicles
Sales of spare parts of TATA vehicles (Light &Heavy vehicles)
VARIOUS FACILITIES AVAILABLE AT BIJJARGI AUTOMOBILES LTD.
Good infrastructure, well qualified & trained man power, state of art diagnostic
equipments & innovative ideas are the key elements in making Bijjargi Automobiles
successful operation (ASO).
FACILITIES AVAILABLE
Sl.No. Facilities & System Availability
1. Good infrastructure
2. Trained man power
3. Computerized engine
facility
4. Computerized wheel
aligner
5. Computerized wheel
balancer
6. Pneumatic lines & tools
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7. Stand by vehicles for
customers
8. Service promotion activity
9. Feedback card analysis
10. Customer complaint
handling
11. Customer care management
12. Quick repair facility
MISSION AND VISION
The mission and vision of the organization was ultimately the customer
to satisfy the customer and have a potential customer bases this is what the have earned in
these year. A potential and prospective customer bases that are satisfied with kinds of
products they are Dealing with and the kind of service they are giving to the customer.
The company has two divisions:
Light Motor Vehicle section
Heavy Motor Vehicle Section
Light motor Vehicle section is also called “Auto care Centre” and “Heavy
Vehicle Section” is called motor section.
This company started with Auto care centre in 1991.
K.S.T. No. 5251781-0
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C.S.T. No. 5256781-3
In the year 1998 company started heavy vehicle section with
K.S.T No. 5713459-5
C.S.T.No. 5718459-8
In the year 2008 recently Feb, Bijjargi Motors started to sell the products of TATA
Motors Light Vehicles in Bijapur.
Roles and Responsibilities:
Managing Director:
RAJU BIJJARAGI
As Managing director he will be the responsible for the over all
functioning and administration of the company.
The Managing director also decides the major changes and adoption of
new technology He will provide all types of support to the management
representative in implementing and maintaining quality system in the
company.
He will chair the steering committee [management review] meeting and
assess the effectiveness of the quality system.
He will be the authority for approving the quality manual, quality policy
and quality objection of the company.
Assistant General Manager:
Mr. Kumar G Kalmath
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He is the head of marketing and sales department
He will guide the staff to maintain all concerned records
He will be the responsible for sales promotion planning.
He will be the responsible for realizing sales targeting set by the
company.
He will be having the authority to the control all staff of sales wing.
He will be the responsible for the maintains of quality system in the sales
deportment
He will be chief authority for sales related issues.
CRM (Customer relationship manager)
Mr. Ramesh
Responsible for taking the customers care when came for vehicle
servicing
He will be the single point responsibility to resolve all customer
complaints and issues within dealership.
He will be responsible to provide clean and attractive ambience to
customers.
Responsible to minimize customer complaints
Responsible for take care of front office of workshop.
He Identify and bridge in customers’ perception.
He will be responsible to monitor customer satisfaction.
Work Manager:
Mr.Muniraj
Workshop auditing
He will responsible to Improve quality repairs
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Maintain repeat complaint analyses reports
He will be the responsible to reduce customers’ complaints and improve
productive Hours.
He is the head of workshop having authority to control the workshop.
He will be the responsible for the maintains of quality system in his
deportment.
He acts as the grievance handler in the workshop of organization.
Spares Manager:
Mr: Anand
He his the head of spares deportment
He will be having the authority to control his colleague
He will liaison with managing director and works manager for placing
indents of spares of Tata Motors
He will be responsible if any mishandling of spares takes place.
He will guide his colleague to maintain all required records.
He is the authorized to prepares bill and spare discrepancy report
Company has following facilities:
1. Good & pure water facility
2. Large space for parking for both light & heavy vehicles
3. Good infrastructure
4. Rest room for customers as well as employees
5. Separate cash counter section.
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6. Spare part division for each section
7. Uniforms for all the employees
8. Entertainment facilities for the customers
9. Refreshments (Tea) for the customers.
10. Customer lounge & toilet facilities for the customers & employees
Auto Care Centre
Auto care centre means Light motor vehicle (Cars) is being selling
serviced & repaired (minor & major). This section was started in 1991 and brand
new showroom was established in 2008.
K.S.TNo.5251781-0
C.S.T.No. 5256781-3
The products are
SAFARI
SUMO
SIERRA
ESTATE
SPACIO
INDICA
INDIGO
This section has more than 53 employees. At a stretch nearly 8-10 vehicles are being
serviced/repaired every day.
MANPOWER:
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WORKERS IN CAR SECTION
Workers -50
Managerial Staff - 8
Manager-2
Accountant-4
Supervisors-3
CRO-1
HEAVY VEHICLE SECTION
Bijjargi Motors started heavy vehicles section in the year 1998.
Following vehicles are services in this section
• TATA 407
• TATA 608
• TATA BUS
• TATA 6 Wheeler Track
• TATA 10 Wheeler Track
This section has more than 32 employees. At a stretch nearly 5-10 vehicles are
being serviced / repaired every day.
WORKERS IN AUTOMOBILE SECTION
Workers -30
Managerial Staff - 4
Manager-2
Accountant-2
Supervisors-3
CRO-1
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Divisions:
This motor section is divided 4 further divisions. They are listed below
1) General work
2) Body work
3) Electrical work
4) Engine work
Front office workers totally 30 employees are engaged.
Benefits to Employees:
1) Uniform: Company provides uniform to all the employees after they are been
selected.
2) Salary: The Company pays salary to the employees according their
qualifications, experience, and their ability.
3) Bonus: At the end of every year bonus is paid to every employee.
4) Incentives: According to the employee’s performance incentives are been paid.
5) Compensation: if any accident happens and if serious damages are caused
accidentally `to the employee at the work place compensation is been paid.
6) First aid kit: Company has arranged first aid kit in every division of the motor
section for the safety of the employees.
7) Water facility: Company provides pure & healthy drinking for the employees.
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8) Refreshment facility: Company provides 2 times tea i.e. morning & evening to
all the employees. A Television set is been kept in the division where the
employees can entertain themselves during the lunch hours.
9) Training Facilities: Company provides training facilities to their employees.
10) Experience: it is a best opportunity to employees for a improving the work
style and growing relation with customer in the specific field on the job purpose.
Rules & Regulations for the employees:
1. The employee should be in the company premises before 9 am and should work
up to 5 pm.
2. Employee should wear the uniforms everyday as it is mandatory.
3. Every employee should follow the safety rules.
4. Company has provided holiday at every Sunday and other local festivals.
5. If any employee damages any of the tools & equipments of the company or
customers then the damages will be deducted from his salary.
6. Every 15 days all administrative staff should attend the General Meeting.
7. All the details of any TATA vehicles serviced or sold should be updated to the
Head-office at Mumbai.
8. All the employees should undergo training and development program.
Benefits to Customer:
Quality & error free service.
Genuine spare parts.
Highly sophisticated workers for quality work.
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MOTORS
Reasonable rates.
Rest room for customers.
Good & pure drinking water.
Two times tea for the customers who to stay for days together to get their
vehicles serviced/ repaired.
Mobile service is been provided for any serious breakdowns at any place. ATM
(All Time Mobile Service).
Value added benefits:
A camp for free service twice a year.
Discount on spares & lubricants during the camp.
Free labour charge.
Gifts to the vehicle drivers.
Health check up (AIDS awareness & check up) for vehicle drivers.
Mess for drivers/ customers is been constructed.
Bathroom & toilet facilities for customers.
SMP (Service Marketing Person) stays always in touch with customers either
personally or through telephonic conversations.
7P’s
Product: All type of TATA products service provided in Bijjargi Motors (Light
& Heavy Vehicles).
The services are: General Work
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Body Work
Electrical Work
Engine Work
Price: Bijjargi Motors Charges medium price which should be affordable to all
level of customers and customer save their money instead of going to other
districts like Hubli, Gulbarga & Hospet.
Place: Service Place is convenient which is on Highway NH -13 and this place
is nearer to other Districts.
SOLAPUR HOSPET
BIJAPUR
HUBLI GULBARGA
Promotions: To increase the service Bijjargi Motors providing Free Washing Mela, Free
Check up etc. It also helps to increase the sales in spares department.
Physical Evidence:
1. It is very important, so Bijjargi Motors always maintain clean & safe
around the Bijjargi Motors.
2. Customer they can view, where the mechanics of Bijjargi Motors
working area.
3. Bijjargi Motors providing visitors room/lounge to their customers.
4. Bijjargi Motors always offer welcome Tea/Soft drink to their customers.
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5. Customers can see the new technology, when they enter into the service
station.
People: If once the Customer satisfied in service they became the permanent customers
to the Bijjargi Motors. They often & often visit to the Bijjargi Motors and also suggest to
other people to get their vehicle service in the Bijjargi Motors.
Process: They maintain all records who visit to their service station and they provide
higher technology, skilled & skilled mechanics and technicians to complete the work of
the vehicles.
ORGANISATION STRUCTURE
OVER ALL CHART OF ORGANISATION STRUCTURE
Dealership Principal / Managing
director
General General Manager or Head
Manager (Customer support)
Customer Workshop Manager Body shop Manager Spare parts Finance
Relationship Manager
Manager
Customer 1 Team per 100 Workshop Accountant
Relation Officer vehicles sales
Quality Warranty In House
Security, Sweeper
Administration e.g.
Auditor Supervision Trainer
/PDI Team (TTP) Team Leader-1 Counter sales Account
Service Advisor
TEAM “A” team Manager
Dent Beater-3
1 per 30 vehicles
Service Advisor Field Sales Accounts
TEAM “B” Painter-3 man
1 per 30 vehicles
Service Advisor Technicians
TEAM “C” (L-1)-3
1 per 30 vehicles
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MOTORS
Service Advisor
Quick Repair
Team
Service
Marketing
Officer
Reception-cum-
Telephone
operator
Bijjaragi Motors Pledge is:
Tata Car care – beyond compare,
Dear Customer it is own salesman pledge that we shall always endower to
1) D- Diagnostics
Listen to customer carefully understand the problem and identify and exact
cause by using diagnostics.
2) Q- Quality
Ensure repair quality on par with O.E Build quality by using genuine space
standard repairs process. Special tools and quality parties.
Do it right first and every time car deliver car neat and clean.
3) C- Cost
Provide paper repair estimate explain work carried out and its changes.
4) T- Time
Prepare and time estimate,
Be prompt at all times
(Repair order to preparation and billing delivery and complaint
Handling)
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Provide fast service bin with time and standard/ using quick repair bays
delivery at promised time.
5) C- Customer and Complaint Handling
All customers after service to ascertain satisfaction.
Record analysis and resolve all complaint be courteous at all time.
We forever remain committed to service and excellence
H. R. (Human Resource) Department.
Recruitment
Job analysis
Advertisement
Selection
Appointment
Performance appraisal
Job Analysis:
After the man power audit (DQ-1) is carried out the DQCTC team
leader should discuss following with the dealership principal.
• Number of people to be recruited.
• Job analysis of each position.
a) Job description given in the site naukari.com (link TATA motors
Dealers)
B) Job specification education, skill, experience, special qualities.
• The salary offered far this position in the market.
Advertisement:
Dealership should give the advertisement for the posts to be filled the advertisement can
be placed in
• Job search site – NAUKARI.Com
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Tata motors has tied up with naukari.com for provide channel to the dealerships to
get man power as per standard dealers need to register and place the vacancy
notification or the site.
The individual response can be viewed only by that dealer and not by any dealer.
Local manpower/ automobile magnize.
Dealership own website.
Selection:
First stage in the selection in short listing of candidates applies the following short
listing.
Does the candidate have required qualifications as specified by tata motors?
What is his experience in the similar position else where?
What is the skill level he has? Preference should be given if he has worked on higher
technology car like CRDI, EURO Cars.
Second stage is interviewing
The panel of the interviews should include ideally 2-3 people general manager works
manager any other experienced person from industry final interview by CEO or
dealer principal for the past of worker manager/ general manager/ spare parts
Manager do involve CSE’s in the panel.
This interview should be targeted at assessing the capabilities of the person to the take
up with the current profile, ability to deliver results and learning attitude.
Appointment:
Dealership should after an appointment letter mentioning the terms
and conditions remuneration and various benefits. It is a good strategy for improving
retention that the candidate signs a 3-4 years bond with the company. Alternatively a
small portion from retention money and can be rein based after 3 years.
It is good to finalized at least 2-3 candidates for each vacancy. This date will be
helpful in care dealership need to appoint some body in the immediate future.
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Performance appraisal (Measurement):
The performance of the various personnel is found out through
various DQCTC audit and reports. These are included management basis.
Basis on the D-2 audit G.M (General Manager), W.M (Work
manager), C.R.M (Customer relation manager) has to do some basic preparation to
conducting review.
1. collect all the back-up sheets( audit forms)
2. Do the qualitative analysis of the report a note down the areas where performance
has gone down for each person.
3. Analyze yourself the reasons for poor performance.
Work manager:
DQCTC
D- Diagnostic
Q- Quality
C- Cost
T- Time
C- Customer and complaint handling
Work manager role are
1) To give hassle free service experience to the customer by
-Minimizing the repeat complaint and revisits within service and intervals
-Ensuring that work is called out as per time schedule so that there is no
deviation in promise time.
2) Improve the revenues the work shop through
-improving productivity
-Minimizing repeat complaints by ensuring the repair and maintenance is
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Carried out as per the standard process defined by the TATA motors.
3) To manage the training needs of the technicians.
Customer expectation as per JDP (James David Power) Parameters.
Service quality
♦ Ability to diagnose problems properly
♦ Quality of work performance on the vehicles
♦ Toughness in fulfilling requests
♦ Availability of pets for service
Problems experienced
♦ Trouble free operation
♦ Freedom from squeals and rattles
♦ Ease of maintain and repair overall quality relialibility and duties
User friendly service
♦ Consideration for the customers free
♦ Standing behind their service
♦ Convents days and hours of operation
♦ Cleanliness and appearance of service facility.
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Standard Modules
A) Performance management
a. Ensuring repair quality
• Sign specific tools/equipments
• Adhering to quality parameters specified
• Carrying out all prework standard checks
• To ensure this a work manager has to do a (c-2) (b) job card, audit
on daily basis for each team. It should be a live audit.
• To ensure that the quality parameters have indeed has been
adhered to work manager should ask the technical to show the
quality parameter value set on any particular car.
b. Ensuring washing quality
c. Ensuring timely delivery
d. Improving worships productivity.
B) Customer complaint management
a. Work manager has to refers to (c-8) on daily basis to know and resolve the
open complaint.
b. Whenever a complaint vehicle comes to workshop for resolution, work
manager will himself diagnose the problem with service advisor.
c. Complaint open for more than 3 days work manager should put up this
comments obey the complaint cannot be closed
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C) Human resource management
e. training
f. incentives/rewards
g. house keeping
h. review
Daily review
• Conduct review with TC on the C-2(B)
• Conduct daily review along with CRM(customer relationship
management)on the shop floor in the front of daily meeting board
• Discuss the repeat complaint received during the calls made on the previous
day with the concerned team
Weekly review
• Conduct weekly review along CRM in the shop floor in front of C-5 and
C-6 board
• Discuss the critical performance parameters
• Set targets for next weak and prepare action plan for each group
Monthly review
• Participate in the monthly review meeting along with TATA motors
representatives.
• Discuss the performance scores critical manpower like quality audit
• Discuss process score like C-2,C-4
• Prepare monthly action plan and set targets for composite score for the next
month
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Organisation structure of sales department
AGM
Assistant General
Manager
Sales Back office
Reception Accessories
Account manager
Accessories
Sales Sales In charge
Sales
manager1 manager2 manager3
Account in charger
Assistant
accessories
in charge
Sales Sales Sales Sales Assistant account in
executive executive executive executive charge
Showroom sales
executive
PDI L1 Electrician
Sales Sales Supervisor technician
executive executive
System admin Data entry Insurance and executive Back office in charge SSM
in charge Sales
satisfaction
manager
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Work Profile, Roles and Responsibilities of sales department
Sales manager
Conduct a meeting at sharp 9.30am, taking daily commitment(delivers{finance
and ex-warranty},new enquiry generation and booking)
Taking knowledge of CRMDMS and operating system.
Taking care daily enquiries and opening the green forms
Taking care of requirements of vehicles.
Taking care of committed daily target.
Arranging the weekly training according to the requirements of the sales
executives.
Planning for the demo camp and test drive camp every month 10to 22nd and
execute them successfully.
Submit report to AGM & TATA motors (with necessary documents) of the demo
camp after the event.
Replaying to any mail or sending any mail has mark to AGM
Vehicle allotment
Keeping knowledge about competitive products, scheme and price.
1. Showroom executive
Attending the walk-in customers.
Taking care of green forms of the prospective customers.
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MOTORS
Maintaining the showroom walk in & inquiry register.
Taking care of water & tea for the customers.
Guiding the customers to solve there quarries, & informing the responsible
persons.
Taking care of the cleanness of showroom & display vehicles in showroom
2. Sales executive
At morning, daily commitment of green & yellow forms & delivery
Taking care of finance, insurance, warranty, commitments of relative customers.
Executive has to take care of customers before booking to hand over the final
documents to customers.
Prior approval of SM before commitment
Taking care of outdated (30days) green forms.
At evening, report of the morning commitments.
Keeping knowledge about competitive products, scheme & price.
Finance Manager
Providing the full information of finance scheme & finance documents to the
customer & charges of documents.
Finance manager has take care all the financial issues (receipt, invoice, insurance
copy & key), it may be in house or non in house, bank.
Taking care of the RO & finance amount.
After receiving the payment by the financier arrange to send documents for
financier (finance company or bank).
Replaying to any mail or sending any mail has to AGM
SSM
Taking care of vehicle delivers in time.
Making the available all the resources at the times of delivery.
Before delivery checking the file of the customer & taking the signature of
accountant, sales manager, and assistant general manager on that file.
Taking care of white forms, maintaining the quality of white form.
Sending the photo & thanking letter to customer.
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Making calls to customer within 48 hours after the delivery of vehicle.
Corresponding with TATA motors (RSSM, SSM, and TML).
Taking care of empower card.
Replaying to any mail or sending any mail has to AGM
BACK OFFICE
1. System operator
Opening green and yellow forms in CRMDMS
Invoicing, sales certificate
Taking care of out dated green & yellow form
At the end of the day mailing the daily reports (stock, A/C, billing) to AGM.
Taking care of the documents of TP.
Replaying to any mail or sending any mail has mark to AGM.
2. System admin
Sending daily enquiries reports to PCDB
Taking care of punching of vehicles
Checking the TML & TMLD payments
Checking the mails & informing the concern person
Taking care of mails correspondence.
Taking care of reports like rolling plan, activity plan, off take & retails,
opening & closing stock of the month.
Taking care of connectivity of CRMDMS
Providing the training & solving the problem of the CRMDMS
Taking care of computers of the organization.
Replaying to any mail or sending any mail has mark to AGM.
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3. Billing personal
Taking care of back office work.
File updating, maintaining the soft copy of customer data.
Putting payments receipt in customer’s file.
Taking care of extended warranty & sending payments in time according to
global administration commitments.
Sending finance documents after receiving the payment from the financier.
Taking care of TP & all documents of the customers.
Replaying to any mail or sending any mail has mark to AGM
ACCESSORIES
Convincing the customers for accessories(sales and service)
Taking care of FOC accessories.
Taking care of accessories bill before delivery of the vehicle
Taking care stock report & daily reports.
PDI In charge
Checking the vehicle properly after receiving from TATA motors(condition of
vehicle, any denting & damages in transport report immediate to AGM)
Taking care of delivery vehicle ( with all fitments )
Taking care of showroom display.
Taking care of stock vehicles(keep clean)
Service manual, tool kit, spare bulbs, parking triangle, first aid kit & remote of
the stereo or vehicle had to keep out side safely.
Receptionist
Inviting the customer who is coming in the showroom & introduce to concern
person.
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50. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
Attending the call coming on board.
Taking care of the couriers(sending & receiving)
Attending the customers in showroom.
Taking care of the customer (water & tea)
ACCOUNTS
A/C person should available in office hours in his cabin to collect the cash &
raise a receipt against it in CRMDMS.
After cash receiving immediately raise a receipt in CRMDMS.
Coordinating with finance manager regarding the finance payments & raising
the receipt in CRMDMS.
Daily morning reporting with the A/C detail of TML & TMLD & details of
booking payments.
Daily reporting dealer A/C online operated by customer or executive.
Don’t accept out station cheque.
Before delivery of vehicles check the payments details & sign on the customers
file.
END OF THE ORGANISATION
STUDY OF
BIJJARAGI MOTORS
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51. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
RESEARCH PROBLEM
The Research Problem
“Study the Customer perception and loyalty towards Bijjargi motors”
OBJECTIVES OF THE STUDY
1. To know Indian Auto Industry.
2. The main objective is to know customer behaviour towards Bijjaragi motors.
3. To know the how many customer are loyal towards Bijjaragi motors.
4. To determine the customer awareness towards Bijjaragi store.
5. To know the factors influencing customers to buy in that particular store.
6. To know the customer loyalty towards BIJJARAGI MOTORS.
7. To study whether company is succeeded in developing a store styled to the
particular customer personality or status.
RESEARCH METHODOLOGY
The methodology is the method used in the collecting the information, which
assists for the research problem
Description of research
Marketing research design specifies the procedure for conducting a research project.
The survey was conducted with the objective “To study the Customer perception towards
store and loyalty of bijjaragi motors
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52. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
Data Collection Method:
Primary data: In this study the primary data is collected by survey research
I.e. systematic collection of information directly from the respondents.
Secondary Data: The company manuals& reports.
SAMPLING METHOD
Define Population: Population is defined in terms of elements, sample units
Sampling Unit: BIJAPUR.
Sampling Frame: Potential Customers for Tata Motors
Sampling Method Selected: Non Probability Sampling Method is chosen.
Sample Size: 50 Respondents
Instrument: Questionnaire
DATA ANALYSIS AND INTERPRETATION
Frequencies
Do you have own TATA motor car?
BABASAB PATIL Page 52
53. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
Frequency Percent Valid Percent Cumulative
Percent
Valid yes 96.1 98.0 98.0
no 2 2.0 2.0 100.0
Total 100 98.0 100.0
Missing System 2 2.0
Total 102 100.0
Do you have own TATA motor car?
120
100
80
60
40
Frequency
20
0
yes no
Do you have own TATA motor car?
Data analysis
From the above graph it has been observed that out of 50 respondents,
98% are owner of Tata motor car
2% are not.
Interpretation
Most of respondents have own Tata car.
Frequencies
Which motor car you have?
Frequency Percent Valid Percent Cumulative
Percent
Valid Tata indica 50 49.0 50.0 50.0
BABASAB PATIL Page 53
54. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
Tata indigo 10 9.8 10.0 60.0
Tata sumo 20 19.6 20.0 80.0
Tata safari 20 19.6 20.0 100.0
Total 100 98.0 100.0
Missing System 2 2.0
Total 102 100.0
Which motor car you have?
Missing
tata safari
tata indica
tata sumo
tata indigo
Data analysis
From the above graph it has been observed that out of 50 respondents.
There are 50% respondents have TATA indica car,
10% respondents have TATA indigo,
20% respondents have TATA sumo,
20%respondents have TATA safari.
Interpretation
Most of respondents have TATA INDICA car.
Frequencies
Since how long you are using this car (year)?
Frequency Percent Valid Percent Cumulative
Percent
Valid 0-2 30 29.4 30.0 30.0
2-4 30 29.4 30.0 60.0
4-6 20 19.6 20.0 80.0
BABASAB PATIL Page 54
55. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
more than 6 20 19.6 20.0 100.0
Total 100 98.0 100.0
Missing System 2 2.0
Total 102 100.0
Since how long you are using this car(year)?
Missing
more than 6
0-2
4-6
2-4
Data analysis
From the above graph it has been observed that out of 50 respondents.
30% of the respondents are using 0-2 year.
30% of the respondents are using 2-4 year,
20% of the respondents using 4-6 year.
20%of the respondents are using more than 6 years. 2% missing.
Interpretation
Most of respondents are using in between 0-2 year to 2-4 years.
Frequencies
Where did you purchase tata motor car?
Frequency Percent Valid Cumulative
Percent Percent
Valid Bijjaragi
motors 70 68.6 70.0 70.0
Manikbag
motors 10 9.8 10.0 80.0
BABASAB PATIL Page 55
56. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
Bhagyodaya
motors 10 9.8 10.0 90.0
Sterling
motors 10 9.8 10.0 100.0
Total 100 98.0 100.0
Missing System 2 2.0
Total 102 100.0
Where did you purchase tata motor car?
Missing
sterling motors
bhaguodaya motors
manikbag motors
bijjaragi motors
Data analysis
From the above graph it has been observed that out of 50 respondents.
70% of the respondents purchased car in Bijjaragi motors.
10%of the respondents purchased in Manikbag,
10%of the respondents purchased in Bhagyodaya,
10%of the respondents purchased in Sterling.
Interpretation
Most of respondents have purchased (70%) car in Bijjaragi motors Bijapur.
Frequencies
Why did you purchase in that show room?
Frequency Percent Valid Cumulative
Percent Percent
Valid on time 10 9.8 10.0 10.0
delivery
service 35 34.3 35.0 45.0
nearest 40 39.2 40.0 85.0
BABASAB PATIL Page 56
57. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
availability 15 14.7 15.0 100.0
Total 100 98.0 100.0
Missing System 2 2.0
Total 102 100.0
Why did you purchase in that show room?
Missing
on time delivery
availability
service
nearest
Data analysis
From the above graph it has been observed that out of 50 respondents.
10%of the respondents purchased car in that showroom because of on time
delivery,
35%of the respondents purchased car because of service,
40% of the respondents purchased car because of nearest showroom,
15% of the respondents purchased car because of availability.
Interpretation
Most of respondents are to purchase a car in Bijjaragi motors because of nearest place for
purchase.
Frequencies
How do you rate the dealership facility in Bijjaragi motors?
Frequency Percent Valid Percent Cumulative
Percent
Valid Highly 33 32.4 33.0 33.0
satisfied
satisfied 48 47.1 48.0 81.0
dissatisfied 9 8.8 9.0 90.0
Highly 5 4.9 5.0 95.0
satisfied
average 5 4.9 5.0 100.0
BABASAB PATIL Page 57
58. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
Total 100 98.0 100.0
Missing System 2 2.0
Total 102 100.0
How do you rate the dealership facility
in bijaragi motors?
Missing
average
highly dissatisf ied
dissatisf ied highly satisf ied
satisf ied
Data analysis
From the above graph it has been observed that out of 50 respondents.
34% of respondents are highly satisfied with dealership facility in Bijjaragi
motors,
47% of the respondents satisfied with dealership facility in Bijjaragi motors ,
9% of the respondents dissatisfied with the dealership facility in Bijjaragi motors,
5% of respondents are highly dissatisfied with dealership facility in Bijjaragi
motors,
5% of the respondents on an average.
Interpretation
Most of respondents are (47%) satisfied with the dealership facility in Bijjaragi motors
Bijapur.
Frequencies
How do you rate the fairness of your deal in Bijjaragi motors?
Frequency Percent Valid Cumulative
percent Percent
Valid highly 46 45.1 46.0 46.0
satisfied
satisfied 29 28.4 29.0 75.0
dissatisfied 16 15.7 16.0 91.0
highly 5 4.9 5.0 96.0
dissatisfied
average 4 3.9 4.0 100.0
Total 100 98.0 100.0
BABASAB PATIL Page 58
59. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
Missing System 2 2.0
Total 102 100.0
How do you rate the fairness of your
deal in bijjaragi motors?
Miss ing
average
highly diss atis fied
diss atis fied
highly satisfied
satisfied
Data analysis
From the above graph it has been observed that out of 50 respondents.
46% of the respondents are highly satisfied with Fairness of deal in Bijjaragi
motors,
29% of the respondents satisfied with the fairness of deal in Bijjaragi motors,
16% of the respondents dissatisfied with the fairness of deal in Bijjaragi motors.
5% of the respondents highly dissatisfied,
4% of respondents on an average.
Interpretation
Most of respondents are highly satisfied (46%) with the fairness of deal in Bijjaragi
motors Bijapur.
Frequencies
How do you rate your experience of the sales person of Bijjaragi motors?
Frequency Percent Valid Percent Cumulative Percent
Valid highly satisfied 67 65.7 67.0 67.0
satisfied 24 23.5 24.0 91.0
dissatisfied 4 3.9 4.0 95.0
highly dissatisfied 3 2.9 3.0 98.0
average 2 2.0 2.0 100.0
C Total 100 98.0 100.0
Missin System 2 2.0
g
Total 102 100.0
BABASAB PATIL Page 59
60. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
How do you rate your experience of the sales
person of bijjaragi motors?
Mis s ing
average
highly dis s atis fied
dis s atis fied
s atis fied
highly s atis fied
Data analysis
From the above graph it has been observed that out of 50 respondents.
67% of the respondents are highly satisfied with experience of the sales person in
Bijjaragi motors.
24% of the respondents satisfied,
4%of the respondents dissatisfied,
3% of the respondents highly dissatisfied,
2%of the respondents on an average.
Interpretation
Most of respondents are highly satisfied (67%) with experience of the sales person in
Bijaragi motors Bijjaragi.
Frequencies
How do you rate the financial process in Bijaragi motors?
Cumulative
Frequency Percent Valid Percent Percent
Valid Highly 38.0
satisfied 38 37.3 38.0
Satisfied 47 46.1 47.0 85.0
Dissatisfied 9 8.8 9.0 94.0
highly
dissatisfied 3 2.9 3.0 97.0
average 3 2.9 3.0 100.0
Total 100 98.0 100.0
Missing System 2 2.0
BABASAB PATIL Page 60
61. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
Total 102 100.0
How do you rate the financial process in
bijaragi motors?
Miss ing
average
highly diss atisfied
dis satisfied
highly s atis fied
satis fied
Data analysis
From the above graph it has been observed that out of 50 respondents.
38% respondents highly satisfied with the financial process in Bijjaragi motors,
47% of the respondents satisfied,
9%of the respondents dissatisfied,
3% of the respondents highly dissatisfied,
3% of the respondents on an average.
Interpretation
Most respondents satisfied (47%) with the financial process in Bijjaragi motors.
Frequencies
How do you rate the purchase process in Bijjaragi motors?
Cumulative
Frequency Percent Valid Percent Percent
Valid highly
satisfied 44 43.1 44.0 44.0
satisfied 45 44.1 45.0 89.0
dissatisfied 7 6.9 7.0 96.0
highly
dissatisfied 2 2.0 2.0 98.0
average 2 2.0 2.0 100.0
Total 100 98.0 100.0
Missing System 2 2.0
BABASAB PATIL Page 61
62. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
Total 102 100.0
How do you rate the purchase process
in bijjaragi motors?
Missing
average
highky dissatisfied
dissatisfied
highly satisfied
satisfied
Data analysis
From the above graph it has been observed that out of 50 respondents.
44% respondents highly satisfied with the purchase process in Bijjaragi motors,
45% of the respondents satisfied,
6%of the respondents dissatisfied,
2%of the respondents highly dissatisfied,
3% of the respondents on an average.
Interpretation
Most of respondents are satisfied (45%) with the purchasing process Bijjaragi motors.
Frequencies
How do you rate the delivery timing in Bijjaragi motors?
Cumulative
Frequency Percent Valid Percent Percent
Valid highly
satisfied 30 29.4 30.0 30.0
satisfied 60 58.8 60.0 90.0
dissatisfied 10 9.8 10.0 100.0
Total 100 98.0 100.0
Missing System 2 2.0
Total 102 100.0
BABASAB PATIL Page 62
63. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
How do you rate the delivery timing
in bijjaragi motors?
Mis sing
diss atis fied
highly satisfied
satisfied
Data analysis
From the above graph it has been observed that out of 50 respondents.
30% of respondents highly satisfied with the delivery timing in Bijjaragi motors.
60% of the respondents satisfied with the delivery timing in Bijjaragi motors,
10% of the respondents dissatisfied with the delivery timing in Bijjaragi motors,
Interpretation
Most of the respondents (60%) satisfied with the delivery timing in Bijjaragi motors
Bijapur.
Frequencies
Are you satisfied with overall performance of Bijjaragi motors?
Frequency Percent Valid Cumulative
Percent Percent
Valid highly
satisfied 80 78.4 80.0 80.0
satisfied 20 19.6 20.0 100.0
Total 100 98.0 100.0
Missing System 2 2.0
Total 102 100.0
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64. STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI
MOTORS
Are you satisfied with overall performance
of bijjaragi motors?
Missing
satisfied
highly satisfied
Data analysis
From the above graph it has been observed that out of 50 respondents.
80% of the respondents highly satisfied with the over all performance of Bijjaragi
motors,
20% of the respondents satisfied with the overall performance of Bijjaragi motors.
Interpretation
Most of respondents are highly satisfied (80%) with the overall performance of Bijjaragi
motors Bijapur.
Frequencies
Do you recommend your friend & relative to purchase motor car in Bijjaragi
motors?
Frequency Percent Valid Percent Cumulative
Percent
Valid Yes 85 83.3 85.0 85.0
No 15 14.7 15.0 100.0
Total 100 98.0 100.0
Missing System 2 2.0
Total 102 100.0
BABASAB PATIL Page 64