BY
Puspa Kumari Show
NILADRI MOTORS
A PROJECT REPORT ON
AT NILADRI MOTORS
SUBMITTED BY
SUBMITTED TO:
Mamoni kalita
Acknowledgement
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
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
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.
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
expectation .If the performance falls shorts of expectations, the customer is not
satisfied. If the performance matches the expectation the customer’s are highly
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
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
components such as phases, tasks, methods, techniques and tools. This tools,
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
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
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
a) Questionnaire
b) Schedule
c) Interview
d) Observation
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.
Table No. 10.1 Age wise distribution of Fig No.-10.1 Age wise distribution
Customers of Customers
35 31.25
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 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.
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%
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.
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%
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, 72.5% customers are using the
car for personal use & remaining 27.5% customers are using the car for commercial use.
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%
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?
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
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
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?
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.
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
Intermediate 40 50%
Deplorable 10 12.5%
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?
50.00% 47.50%
No. Of Percentage
Responses Customers of the 40.00%
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?
Yes 25 31.25%
Yes
No 55 68.75% No
68.75%
12. Do you want to exchange your car with another car of Tata motors?
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?
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.
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
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.
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.
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
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
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
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
12. Do you want to exchange your car with another car of TATA Motors?
Yes No
15. Do you want to give any suggestion about any changes in your car and the works of
service centre?
…………………………………………………………………………………………….
THANKYOU