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A REPORT ON

A STUDY ON THE SATISFACTION LEVEL OF THE


CONSUMERS TOWARDS CARS IN AGARTALA
AT- NILADRI MOTORS

BY
Puspa Kumari Show

NILADRI MOTORS
A PROJECT REPORT ON

A STUDY ON THE SATISFACTION LEVEL OF THE CONSUMERS

TOWARDS CARS SERVICE IN AGARTALA

AT NILADRI MOTORS

SUBMITTED BY

PUSPA KUMARI SHOW

BBA 2nd semester (2016-2019)

Enrolment No: 16ATUA049


ICFAI UNIVERSITY TRIPURA

A REPORT SUBMITTED IN PARTIAL FULFILLMENT OF THE

REQUIRED OF THE BBA PROGRAM

SUBMITTED TO:

Mamoni kalita
Acknowledgement

I express my sincere gratitude to my company guide Mr. Subhajit Paul

for his able guidance, continuous support and cooperation throughout

my project, without which the present work would not have been

possible.

I would also like to thank the entire group members for the constant

support and help in the successful completion of my project proposal.

Also I am thankful to my faculty guide Mrs. Mamoni Kalita of my

institute for her continued guidance & invaluable encouragement .


ABSTRACT
Customer satisfaction is related to the human activity directed at
satisfying human wants through the exchange of goods and service.
A customer is the king and has the right to choose from a large variety
of offering. They are the main person around which all business evolves.
Today market is a more customer oriented in the sense of all the
business operations revolve around satisfying the customer by meeting
their needs through effective service.
Objectives: To measure the customer satisfaction level with the Tata
motors service.
Design: Convenience sampling
Place and Duration: Users of Tata motors
Size: Total sampling size 80 according to area wise.
Key Finding: Evaluate and identify car owner’s perception and
behaviour pertaining the purchase and use of cars .
Conclusion : A Tata motor is one of the best car manufacturing
company in india. Customers is highly satisfied with comforts, features ,
safety but for the maintenance is cost they are highly dissatisfied.
Key word: TELCO (TATA Engineering and Locomotive
Company),R&D (Research and Development)
INTRODUCTION TO PROJECT REPORT
Customer satisfaction is related to the human activity directed at satisfying human
wants through the exchange of goods and service.

Satisfying the customer occupies a most important position in business


management .Customer satisfaction plays a crucial and critical role as it deals with
customers and their needs. The major task of organisation is to satisfy customers
by meeting their needs and wants.

The essence of organisation is the customer and not the product shall be the heart
of the entire business system. It emphasizes on customer oriented business.
Policies and programs, which are formulated to serve efficiently the customer
demand

“Satisfaction of a customer is so basic that it cannot be considered as a separate


function. It is the way whole business seen from the point of view of its final result
i.e., from the customer’s point of view”.

A customer is the king and has the right to choose from a large variety of offering.
He is the main person around which all business evolves. Today market is a more
customer oriented in the sense of all the business operations revolve around
satisfying the customer by meeting their needs through effective service.

Customer satisfaction is a measure of how product and services supplied to by the


company meet or surpass customer expectations. Customer satisfaction is
essentially a judgement level by the customer after the services has been procured
and consumed .It is basically a customer’s “fulfilment” responses.

Thus, business is often dynamic, challenges and rewarding .It can also be
frustrating and even disappointing but never dull. The topic “Customer
satisfaction” is chosen to study the services provided by Niladri Motors who are
the dealers of Tata Motors.
NEED FOR THE STUDY:

Customer is one for whom you satisfied a want or need in return for some of

payment. The payment may be money, may be time, or maybe goodwill but there

is some form of payment. Satisfaction is the level of person felt state by comparing

products perceived in relation to the person’s expectations.

Satisfaction level is function of the different between perceived performance and

expectation .If the performance falls shorts of expectations, the customer is not

satisfied. If the performance matches the expectation the customer’s are highly

satisfied. If the performance is beyond his expectations the customer is thrilled.

Customer satisfaction is customer’s positive or negative feeling about the value

that was perceived as a result of using particular organisation’s offering in specific

used reaction to a series of the use situation experience. According to Peter F.

Ducker, the purpose of business is to create and then retain a satisfied customer. A

society supports business because they serve its member’s by caterings to their

needs and leave them satisfied. If the business dissatisfied its customers and not

only these customers stop availing service, but society at large will condemn the

firm and may even penalize it to the point of its extinction.


OBJECTIVES OF STUDY

 To measure the customers satisfaction level

 To study whether the customer is satisfied with their service.

 To know the customers views and opinions.

LIMITATIONS OF THE STUDY

 The study is limited to the customers of TATA Car buyers. It includes


only those customers who enter the show room.

 The respondents may be illiterate.

 The disinterest shown by the customers to give their responses.

SCOPE OF THE STUDY

 The study will help us to understand customers preferences and their needs

expected from the business. This study will not help me as a student but its

also assists TATA Motors to improve their service standard.


METHODOLOGY

A methodology is usually a guideline system for solving problem, with specific

components such as phases, tasks, methods, techniques and tools. This tools,

techniques, tasks, methods are used in my project to collect data.

DATA COLLECTION METHOD

Data refers to information or facts .It not only refers to numerical figures but also

includes descriptive facts. The methods of data collection include two types of

study, such as primary and secondary data.

PRIMARY DATA

Primary data is collect directly from executives and customers. The information

collected from executives through personal and direct interview to collect primary

data, a detail and structure questionnaire was formed to suit the objectives of the

study which contain definite and pre-determined questions, containing information

relating to sales and service and its products.

Primary data is the data that is collected for the first time by the researcher. The

Primary data are collected with specific set of objectives to assets the current status

of the any variables studied. Primary data is useful only for particular periods.
METHODS OF COLLECTING PRIMARY DATA

The main four methods used in primary data collection are

a) Questionnaire
b) Schedule
c) Interview
d) Observation

In this study questionnaire method have been used.

SECONDARY DATA
It is used to mainly support primary data. It is collected through annual report,
previous reports, internet etc.

SAMPLING METHOD:

CONVENIENCE METHOD

A sample is a portion of the whole on which the study is based. A sample size of
80 respondents were chosen from different areas of Agartala and the questionnaire
were duly filled data related to the objectives of the study .Data is collected from
the service centre of Niladri motors .

SAMPLING DESIGN
Sampling is a practice a researcher uses to draw data on peoples, places, or things
to study. Sampling allows satisfactions to draw conclusion about a whole by
examining a part of population. In this study some bars and different structure are
used to draw and analyse the conclusion on the satisfaction level of the customers.
COMPANY PROFILE

Tata Motors was established in 1945 as Tata Engineering and Locomotive Co. Ltd. It
is India's largest automobile company, it is the leader in commercial vehicles in each
segment, and among the top three in passenger vehicles with winning products in the
compact, midsize car and utility vehicle segments. The company is the world's fourth
largest truck manufacturer, and the world's second largest bus manufacturer.
The company's 23,000 employees are guided by the vision to be best in the
manner in which they operate best in the products they deliver and best in their value
system and ethics.
Tata Motors' presence indeed cuts across the length and breadth of India. Over 4
million Tata vehicles ply on Indian roads, since the first rolled out in 1954. The
company's manufacturing base in India is spread across Jamshedpur (Jharkhand), Pune
(Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand) and Dharwad
(Karnataka). Following a strategic alliance with Fiat in 2005, it has set up an industrial
joint venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce
both Fiat and Tata cars and Fiat powertrains. The company is establishing a new plant
at Sanand (Gujarat). The company's dealership, sales, services and spare parts network
comprises over 3500 touch points; Tata Motors also distributes and markets Fiat
branded cars in India.
Tata Motors, the first company from India's engineering sector to be listed in the New
York Stock Exchange (September 2004), has also emerged as an international
automobile company. Through subsidiaries and associate companies, Tata Motors has
operations in the UK, South Korea, Thailand and Spain. In 2006, Tata Motors entered
into joint venture with Thonburi Automotive Assembly Plant Company of Thailand to
manufacture and market the company's pickup vehicles in Thailand.
Tata Motors is also expanding its international footprint, established through exports
since 1961. The company's commercial and passenger vehicles are already being
marketed in several countries in Europe, Africa, the Middle East, South East Asia,
South Asia and South America.
The foundation of the company's growth over the last 50 years is a deep understanding
of economic stimuli and customer needs, and the ability to translate them into
customer–desired offerings through leading edge R&D. The years to come will see the
introduction of several other innovative vehicles, all rooted in emerging customer
needs.
PRODUCT SPECIFICATION
TATA offers 8 new car models in India. Tigor, Tiago and Hexa are among the
popular cars from Tata. Tata Nano is the lowest priced model at Rs. 2.29 lakh and
Tata Hexa is the highest priced model at Rs. 11.99 lakh. Select a Tata car to know
the latest prices in your city, offers, variants, specifications, pictures, mileage and
reviews.

TATA TIG0R TATA TIAGO


4.70 lakh Onwards 3.30 lakh Onwards
1199 cc 1199 cc
20.3 kmpl 23.84 kmpl
Diesel/Petrol Petrol/Diesel

Tata Hexa Tata Zest


11.99 lakh Onwards 5.30 lakh Onwards
2179 cc 1248 cc
17.6 kmpl 22.95 kmpl
Diesel Petrol/Diesel
Tata Nano TATA INDIGO
2.29 lakh Onwards 6.56 lakh onwards
624 cc 1396 cc
36 kmpl 25kmpl
Petrol/C Diesel

Tata Safari Storme Tata Sumo


10.72 lakh Onwards 7.20 lakh Onwards
2179 cc 2956 cc
14.1 kmpl 15.3 kmpl
Diesel Diesel
DATA ANALYSIS AND ITS FINDINGS

Table No. 10.1 Age wise distribution of Fig No.-10.1 Age wise distribution
Customers of Customers
35 31.25

Percentage of Total customers


Age group No. of Percentage
30
(in Years) customers of customers 25
25
25-30 14 17.5
20 17.5
31-35 25 31.25 13.75
15
36-40 20 25
10 7.5
41-45 11 13.75 5
5
46-50 6 7.5 0
51-55 4 5 25-30 31-35 36-40 41-45 46-50 51-55
Total 80 100 Age in (years)

DATA INTERPRETATION -: Out of 80 (100%) respondents,31.25% are belong to 31-35 age


group, 25% are belong to 36-40 age group, 13.75% are belong to 41-45 age group,17.5% are
belong to 25 -30 age group, 7.5% are belong to 46- 50 age group, 5% are belong to 51- 55 age
group.

Table No. :-10.2 Fig No.-10.2 Distribution of


Distribution Of Customers As per Customers as per Gender
Gender
12.5
Gender No. Of Percentage
customers of
Male
Customers
Male 70 87.5
Female
Female 10 12.5

87.5

DATA INTERPRETATION -: Out of 80 (100%) respondents, 87.5% are male & remaining 12.5% are
females.
Fig No. 10.3 Distribution of customers as
Table No. :- 10.3 per marital status
Distribution of Customers As per
Marital status
Marital No. of Percentage single
30%
status Customers of
Customers
Married 56 70% Married
70%
Single 24 30%

DATA INTERPRETATION -: Out of 80 (100%) respondents,70% customers are married and


remaining 10% are single

Table No. :10.4 Fig. No. 10.4 Distribution of Customers


Distribution of Customers As per As per Occupation
Occupation 35%
31.25%
Occupation No. Of Percentage 30%
Customers of 25% 25%
25%
Customers
18.75%
Government 20 25 20%
Employee
15%
Private 15 18.75 10%
Employee
5%
Self 25 31.25
Employed 0%
Government Private Self Business
Business 20 25 Employee Employee Employed

DATA TNTERPRETATION -: Out of 80 (100%) respondents, 31.25% are Self Employed , 25%
peoples are Government employee & business, and remaining are private employed.
Table No. :-10.5
Fig. No. 10.5 Distribution of
Distribution of Customers As per Cars Customers As per Cars
Car No. of Percentage of 32.5

Percentage of Customers
35
NAME Customers Customers 28.75
TATA 30
26 32.5
INDIGO 25 21.25
TATA 20
23 28.75
NANO
15
TATA
SAFARI 5 6.25 10 6.25 6.25 5
STORME 5
TATA
0
SUMO 5 6.25
GOLD
TATA
4 5
TIAGO
TATA
17 21.25
ZEST

DATA INTERPRETATION -: Out of 80 (100%) respondents, 32.5% peoples are used Tata
Indigo, 28.75% peoples are used Tata Nano Cars, 21.25% peoples using Tata zest, 6.25%
peoples are used Tata safari storme and Tata sumo gold ,5% peoples are used Tata Tiago.

Table No. :- 10.6


Distribution of customers As per car Fig No. 10.6 Distribution of customers as
colors per car colours
Percentage of the customers

Car No. of Percentage 35 32.5


colours Customers of 30
Customers 25
White 26 32.5% 20 15 13.75
Black 10 12.5% 15 12.5 11.25
8.75
Brown 12 15% 10 6.25
Chocolate 7 8.75% 5
0
Grey 11 13.75%
Red 9 11.25%
Silver 5 6.25%

DATA INTERPRETATION -: Out of 80 (100%) respondents , 32.5% customers have white


colour car , 12.5% have black , 15% have brown , 8.75% have chocolate ,13.75% have grey
,11.25% have red and remaining 6.25% have silver colour car
Table No. :-10.7 Fig No .10.7
Distribution of customers As per car DIstribution of customers as per car
Version version
Car No. of Percentage of 30

Percentage of the customers


Version Customers Customers 25
25
XL 12 15 18.75
20 17.5
eCs 14 17.5 15
GX 5 6.25 15 11.25
Varcio 5 6.25 10 6.25 6.25
XE 9 11.25 5
XM 15 18.75 0
XT 20 25 XL eCs GX Varcio XE XM XT

DATA INTERPRETATION -: Out of 80 (100%) respondents , 25% are using XT version of


zest &Tiago car, 18.75% & 11.25% are using XM & XE version of Nano car, 17.5% &15%
are using Indigo XL & eCs, 6.25% are using GX & Varcio of Sumo gold & Safari storme.

Table No. :-10.8 Fig No. :- 10.8


Distribution of customers As per car
Purchasing Year Distribution of customers as
No. of Percentage of
percentage of the customers

Years
Customers Customers per car Purchasing Year
2011 11 13.75 30 25 25
2012 20 25 25 22.5
2013 20 25 20
2014 18 22.5 13.75
15 10
2015 8 10 10
2016 3 3.75 3.75
5
0
2011 2012 2013 2014 2015 2016

DATA INTERPRETATION -: Out of 80 (100%) respondents , 25% of cars are purchased in 2012
&2013, 22.5% cars are purchased in 2014, 13.75% of cars are purchased in 2011 and 10% &
3.7% cars are purchased in 2015 & 2016.
Fig No. 9 Distribution of customers as
Table No. :-10.9 per fuel type
Fuel Type No. Of Percentage of the 60.00%

percentage of the customers


50%
Customers Customers 50.00%
Petrol & CNG 11 13.75% 40.00%
31.25%
CNG 4 5% 30.00%
20.00% 13.75%
Diesel 25 31.25%
10.00% 5%
Petrol 40 50%
0.00%
Petrol & CNG Diesel Petrol
CNG

DATA INTERPRETATION -: Out of 80 (100)% respondents, 50% are using petrol ,31.25% are
using diesel , 13.75% are using both petrol and CNG , 5% are using CNG as a fuel for car.

Table : 10.-10 Fig No. 10


Distribution of customers As per car Transmission Distribution of customers as per car
transmission
Transmission No. Of Percentage Of 12.50%

of the car Customers the Customers


Automatic 10 12.5%
Automatic
Manual
Manual 70 87.5%

87.5%

DATA INTERPRETATION -: Out of 80 (100%) respondents , 87.5% are driving their car on
manual transmission and remaining 12.5% are using automatic transmission .
Table No. - 10.-11
Fig No.- 11 Distribution of customers as per
Distribution Of Customers As Per Mileage of the Mileage
60.00%

Percentage of the customers


car. 50%
Mileage of No. Of Percentage of the 50.00%

the car Customers Customers 40.00%

10 – 15 15 18.75% 30.00%
18.75%
16 – 20 12 15% 20.00% 15%
10%
10.00% 6.25%
21 -25 40 50%
26 -30 5 6.25% 0.00%
10 – 15 16 – 20 21 -25 26 -30 31 -35
31 -35 8 10% Mileage of the car

DATA INTERPRETATION - :

Table no.-10.12
Distribution Of Customers As Per Warranty Of The Fig No.- 12
Distribution of Customers as per
Car warranty of the car
Warranty Of No. Of Percentage of the
the Car Customers Customers
41.25%
Yes
Yes 33 41.25% No
58.75%
No 47 58.75%

DATA INTERPRETATION -: Out of 80 (100%) respondents , 41.25% customers still have


warranty of the car & remaining 58.75% customers don’t have warranty of the car.
Table No. :-10.13
Fig No. -13
Distribution Of Customers As Per
Purpose of the car
Purpose Of The Car
27.50%
Purpose Of No. Of Percentage of
Commercial
the Car Customers the Customers
Commercial 22 27.5% Personal

Personal 58 72.5% 72.50%

DATA INTERPRETATION -: Out of 80 (100%) respondents, 72.5% customers are using the
car for personal use & remaining 27.5% customers are using the car for commercial use.

Table No. -10.14


Fig No. 10.14
Distribution Of Customers As Per Servicing Of Distribution of customers as per servicing of
percentage of the customers

The Car the car


servicing No. Of Percentage of 50.00%
40%
40.00%
of the Car Customers the Customers
30.00% 22.50% 20%
1 -2 Times 10 12.5% 20.00% 12.50%
3 -4 Times 32 40% 10.00% 5%
0.00%
5-6 Times 18 22.5%
1 -2 Tims 3 -4 Times 5 -6 Times 7 -8 Times 9 -10
7-8 Times 16 20% Times
Servicing of the car in a year
9 -10 Times 4 5%

DATA INTERPRETATION -: Out of 80 (100%) respondents , 40% of customers servicing their


car 3– 4 times , 22.5% customers servicing car for 5-6 times , 20% are servicing the car for 7–8
times , 12.5% are servicing the car for 1-2 times and remaining 5% servicing the car 9-10 times in
a year.
1. From where you get to know about Tata cars?

Table No. 11 .1
Distribution of customers as per know Fig No. -11.1
about Tata cars Distribution of Customers as per know about
tata cars 37.50%
Responses No. Of Percentage of40.00%

percentage of the customers


31.25%
Custom the Customers35.00%
30.00%
ers 25.00% 20%
Newspaper 3 3.75% 20.00%
15.00%
Television 6 7.5% 10.00% 7.50%
3.75%
5.00%
Social Media 16 20%
0.00%
Friends & 30 37.5% Newspaper Television Social Friends & Campaign
Relatives Media Relatives

Campaign 25 31.25%

DATA INTERPRETATION -: Out of 80 (100%) respondents ,37.5% are get to know about Tata
cars from friends and relatives , 31.25% are get to know from campaign , 20% are get to know from
social media & 7.5% & 3.75% get to know from television & newspapers.

2. why do you think the Tata Car is the best choice for you after using it?

Table No. 11.2


Distribution of customers as per the Fig No. 11.2
reason of choosing Tata car Distribution of the Customers as per the reason of
Percentage of the customers

Responses No. Of Percentage choosing Tata car


Customers of the 30.00% 25%
21.25%
Customers 18.75%
20.00% 15%
Price 6 7.5% 12.50%
Quality 20 25% 10.00% 7.50%
Mileage 10 12.5%
0.00%
Comforts 17 21.25%
Price Quality Mileage Comforts Features All the
Features 12 15% above
All the 15 18.75%
above

DATA INTERPRETATION -: Out of 80 (100%) respondents, 25% customers are selected quality as
best choice for Tata car, 21.25% are for comforts, 15% are for features, 7.5% are for price and
remaining 18.75% customers are go for all the above.
3. What type of problems you have faced while driving your Tata car?
Table No.-11 .2
Distribution of customers as per the problems Fig No. 11.2
faced while driving the car Distribution of customers as per problems
faced while driving the car

Percentage of the customers


60.00% 56.25%
Resposes No. Of Percentage of the
Customers Customers 50.00%
Pedal 6 7.5% 40.00%
30.00%
Engine 5 6.25% 17.50%
20.00%
Exhaust 14 17.5% 7.50% 6.25% 6.25% 6.25%
10.00%
Design 5 6.25% 0.00%
Tyre 5 6.25%
No 45 56.25%
problems

DATA INTERPRETATION -: Out of 80 (100%) respondents, 56.25% customers do not face any
problem ,6.25% customers have engine , design & tyre problem, 17.5% have exhaust problem , &
remaining 7.5% have pedal problem while driving the car

4. After using your Tata Car what was your review on it?

Table No.11.4
Fig 11.4
Distribution of customers as per
Distribution of the Customers as per
Percentage of the customers

review on Tata cars review on Tata cars


80.00%
Responses No. Of Percentage of 57.50%
60.00%
Customers the Customers
40.00% 25%
Excellent 14 17.5% 17.50%
20.00%
Good 46 57.5% 0.00%
Excellent Good Bad
Bad 20 25%

DATA INTERPRETATION -: Out of 80 (100%) respondents , 57.5% are go for good , 17.5% are
said excellent & 25% said it was bad for them & they are not satisfied with car.
5. Do you wish to promote the Tata cars to others?

Table no.- 10.5

Distribution of the customers as per


Fig No. 10.5
promote of Tata cars to others.
Distribution of the Customers as wish to
promote Tata cars.
25%
Responses No. Of Percentage
Customers of the Yes
Customers
No
Yes 60 75%

No 20 25% 75%

DATA INTERPRETATION -: Out of 80 (100%) respondents, 75% customers wish to promote Tata cars
& remaining 25% are not like to wish promote car.

6. Is your car comfortable for you and your family?

Table No.- 11.6


Distribution of the customers as per
comfort of the car FIg No.-11.6 Distribution of the
Customers as per comfort of the car.
Responses No. Of Percentage
28.75%
Customers of the
Customers Yes

Yes 57 71.25% No

No 23 28.75% 71.25%

DATA INTERPRETATION -: Out of 80 (100%) respondents, 71.25% are satisfied with the
comfort and remaining 28.75% are not satisfied.
7. Describe your overall experience with Niladri Motors?

Table No.-11.7
Distribution of customers as per the
experiences with Niladri Motors Fig No.-11.7 Distributionof customers
as per the experience with Niladri

Percentage of the customers


No. Of Percentage
Responses 60.00% Motors 50%
Customers of the 50.00%
40.00%
Customers 30.00% 25%
20.00% 12.50% 12.50%
Fantastic 10 12.5% 10.00%
Satisfactory 20 25% 0.00%

Intermediate 40 50%
Deplorable 10 12.5%

DATA INTERPRETATION -: Out of 80 (100%) respondents, 50% have intermediate


experience, 25% are satisfied & 12.5% are have fantastic and unsatisfied experiences with the
Niladri Motors.

8. Are you satisfied with the safety and comfort of your Tata Cars?

Table No.-11.8
Distribution of the customers as per
Fig No. - 11.8 Distribution of the
safety of the car. Customers as per safety of the car.
No. Of Percentage
Percentage of the

Responses 45%
Customers of the 50.00% 35%
customers

Customers 40.00%
30.00%
Extremely 5 6.25% 20.00% 13.75%
6.25%
satisfied 10.00%
0.00%
Satisfied 36 45%
Neutral 28 35%
Dissatisfied 11 13.75%

DATA INTERPRETATAION -: Out of 80 (100%) respondents, 45% are satisfied , 35% are
neutrally satisfied , 6.25% are extremely satisfied & remaining 13.75% are dissatisfied with the
safety of the car.
9. Are you satisfied with Maintenance cost of the car?

Table No.- 11.9


Distribution of the customers as per the Fig No. - 11.9 Distribution of the
Maintenance cost customer as per the Maintenance cost

Percentage of the customers


No. Of Percentage of
Responses Customers Customers 56.25
60
50
Extremely 5 6.25 40
satisfied 30 17.5 20
20 6.25
10
Satisfied 14 17.5 0
Extremely Satisfied Neutral Dissatisfied
Neutral 45 56.25 satisfied
Dissatisfied 16 20

DATA INTERPRETATION -: Out of 80 (100%) respondents, 56.25% are neutrally satisfied,


6.25% are extremely satisfied and 17.5% are satisfied , 20% are unsatisfied with the maintenance
cost.

10. Are you satisfied with space available in your car?

Table No.- 11.10 Fig No. 11.10


Distribution of the customers as per Distribution of the customers as per
space available in the car space available in the car
percentage of the customers

50.00% 47.50%
No. Of Percentage
Responses Customers of the 40.00%

Customers 30.00% 27.50%


Extremely 7 8.75% 16.25%
20.00%
satisfied
8.75%
Satisfied 38 47.5% 10.00%
Neutral 22 27.5% 0.00%
Dissatisfied 13 16.25% Extremely Satisfied Neutral Dissatisfied
satisfied

DATA INTERPRETATION -: Out of 80 (100%) respondents, 47.5% are satisfied with space
of the car, 27.5% are neutrally satisfied , 8.75% extremely satisfied & 16.25% are dissatisfied
with the space of the car.
11. Do you face any problems in servicing your car?

Table No. 11.11 Fig No. 11.11


Distribution of the customers as per problems Distribution of the Customers as
face while servicing the car per problems face while serving the
car
No. of Percentage of
Responses Customers Customers 31.25%

Yes 25 31.25%
Yes

No 55 68.75% No
68.75%

DATA INTERPRETATION -: Out of 80 (100%) respondents, 68.75% do not face any


problems while servicing the car & remaining 31.25% are facing the problems while servicing
the car.

12. Do you want to exchange your car with another car of Tata motors?

Table No.- 11.12


Distribution of the customers as per
exchange of Tata cars. Fig No. 11.12
Distribution of the Customers as per
No. Of Percentage of exchange of Tata car
Responses
Customers the Customers 25%

Yes
Yes 20 25% No
No 60 75% 75%

DATA INTERPRETATION -: Out of 80 (100%) respondents, 25% are want to exchange their
car with another car of Tata motors, 75% are satisfied with their car & they don’t want to
exchange the car.
13. Are you overall satisfied with your Tata car?

Table No.- 11.13


Distribution of the customers as per
overall satisfied with the car. Fig No.- 11.13
Distributionof the Customers as per
overall satisfied with the car
No. Of Percentage
Responses
Customers of the 25%
Customers Yes
Yes 60 75% No

75%
No 20 25%

Gbbf

DATA INTERPRETATION -: Out of 80 (100%) respondents, 75% are overall satisfied with
the car, 25% are not overall satisfied with the car.

14. If “yes” which factors is most satisfying?

Table No. 11.14


Fig No.- 11.14
Distribution of the customers as per Distribution of the customers as per
Percentage of the customers

most satisfying factor. most satisfying factor


No. Of Percentage 35% 30%
Responses Customers of the 30% 25% 25%
25%
Customers 20% 13.75%
15%
Features 20 25% 10% 6.25%
Low 5 6.25% 5%
0%
Maintenance
Looks 11 13.75%
After sales 24 30%
services
Not satisfied 20 25%

DATA INTERPRETATION -: Out of 80 (100%) respondents, 30% are satisfied with after
sales service, 25% are satisfied with features , 13.75% are satisfied with looks & 25% are not
satisfied .
CONCLUSION

After my analysis on the “customers satisfaction towards car service” in Niladri motors.

I have come to the conclusion that most of the consumers are come to know about the Tata cars from

friends & relatives and campaign. Most of the customers servicing their car 3- 4 times in a year .

Majority of the respondents have Tata Indigo car and they are satisfied with the mileage, quality,

comfort, space safety, features & after sales Service. 75% Customers are like to promotes the Tata cars

to others. On the other side some respondents are dissatisfied with the maintenance cost , and they

have face the engine and exhaust problems while driving the car. Most of the customers are do not like

to exchange their car with another car of Tata motors. The overall experience of the customers with

Niladri Motors is intermediate or average.

RECOMMENDATION

 Management should be make sure that the customers are attended on time.

 Customers question or problems should be considered properly and same has been answered
effectively.

 Sales and service both are must be given equal importance.

 Management should interface frequently in order to make sure that all customers of its
customers are satisfied.
GLOSSARY

 Primary Data : The enumerator ( person who collects data) may collect the data
by conducting an enquiry or an investigation. Such data are called primary data as
they are based on the first hand information.

 Secondary Data : If the data have been collected and processed ( tabulated) by
some other agencies, they are called Secondary data.

 Sample : A sample of the people or things is a number of them chosen out of a


large group and then used in test or used to provide information about the whole
group.

 Data : we can refer to information as Data , especially when it is the form of facts
or statistics that we can analyze.

BIBLIOGRAPHY

WEBSITES

 GOOGLE. COM

 TATA MOTORS. COM

 WWW .WIKIPEDIA. COM


Appendices
Iam puspa kumari show ,students of BBA 1st year, ICFAI University Tripura , Conducting a
survey on Customer satisfaction towards car service in Agartala .All the information provided
by you will be as a confidential to me.

QUESTIONNAIRE METHOD.

Customer Detail:-
Name:-………………………………………………..........................................
Occupation: - ……………………………..................... Age:- ……..
Annual Income: - ……………………………........
Address: - …………………………………………………...................................
…………………………………………………………........................................
Gender: - …………… Marital Status: - ………………..
Number of Family Members: - ………………

Car Detail:-
Car Name: - ……………………………………………………
Colour: - …………………… Car Version: - ……………………..
Car Purchasing Year: - ………….
Fuel Type Transmission Mileage
Petrol /CNG Automatic .....……..
Diesel Manual

 Is your car still under warranty: - Yes No

 Purpose of the car : – Commercial Personal

Others

 How many time your car go for servicing in a year.

1. From where you get to know about Tata cars?


Newspaper Television social media
Friends & relatives Campaign Others

2. Why do you think the TATA Car is the best choice for you after using it?
Price Quality Mileage
Comforts Features All the above

3. What types of problem you have faced while driving your TATA car?
Pedal Engine Exhaust
Design Tyre No problems

4. After using your TATA car what was your review on it?
Excellent Good Bad

5. Do you wish to promote the TATA car to others?


Yes No

6. Is your car comfortable for you and your family?


Yes No
7. Describe your overall experience with Niladri motors?

Fantastic Satisfactory

Intermediate Deplorable

8. Are you satisfied with the safety and comfort of your TATA car?
Extremely Satisfied Satisfied Neutral
Dissatisfied
9. Are you satisfied with Maintenance cost of the car?
Extremely Satisfied Satisfied Neutral
Dissatisfied

10. Are you satisfied with space available in your car?


Extremely Satisfied Satisfied Neutral
Dissatisfied

11. Do you face any problem in servicing your car?


Yes No

12. Do you want to exchange your car with another car of TATA Motors?
Yes No

13. Are you overall satisfied with your TATA car?


Yes No
14. If “Yes” which factors is most satisfying?
Features Low Maintenance Looks
After Sales Services others

15. Do you want to give any suggestion about any changes in your car and the works of
service centre?

…………………………………………………………………………………………….

THANKYOU

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